IP Office 3.2 Product Description 15-601041 - Issue 14d (30th November 2006) Table of Contents 1. Introduction.............................................7 Notice..................................................................... 7 Avaya IP Office Family ............................................. 7 What's New in IP Office 3.2 .................................... 11 Voice Communication Solution ................................ 12 Data Communication Solution ................................. 13 Applications Platform ............................................. 14 Management Tools ................................................ 15 Scalable Platform................................................... 15 Telephone Options................................................. 16 Application Licensing.............................................. 17 2. IP Office Platform ..................................19 IP Office Overview................................................. 19 IP Office - Small Office Edition ................................ 20 IP Office - Small Office Edition 4T+4A+8DS (3 or 16 VoIP) ............................................................... 21 IP Office - Small Office Edition WAN Expansion Interfaces ............................................................. 22 IP400 WAN Expansion ....................................... 22 IP400 Office BRI Card ....................................... 22 IP400 Office T1 PRI Card................................... 22 Optional Wireless Access Point................................ 23 Optional Embedded VoiceMail with Auto-Attendant... 24 Avaya IP Office - Enterprise Edition 4T+4A+8DS (16 VoIP).............................................................. 25 G150 Media Gateway ............................................. 25 Avaya IP Office IP406 V2 Control Unit ..................... 26 Expansion Modules............................................ 27 Data Channels .................................................. 27 Modems and Voice Compression modules ........... 27 Avaya IP Office IP406 Enterprise Edition.................. 27 Avaya IP Office IP412 Control Unit .......................... 28 Expansion Modules............................................ 29 Data Channels .................................................. 29 Modems and Voice Compression modules ........... 29 Trunk Interface Cards ............................................ 30 IP400 Office BRI Card ....................................... 30 IP400 Office PRI Cards (T1/E1/E1R2) ................. 30 IP400 Office Universal Quad Analog Trunk (LS) Card ................................................................ 30 Internal Daughter Cards......................................... 31 IP400 Office Voice Compression Module – 4/8/16/24/30 ports ........................................... 31 IP400 Internal Modem Card ............................... 31 External Expansion Modules ................................... 32 External Expansion Modules............................... 32 IP400 Office Phone Mondule .............................. 33 IP Office Digital Station V2 Module ..................... 34 IP400 Office So8 Module ................................... 35 IP400 Office WAN3 10/100 ................................ 36 IP400 Office Analog Trunk 16 ............................ 37 3. Telephones.............................................39 Introduction to IP Office Telephones ....................... 39 5601, 4601 Telephones.......................................... 40 5402, 5602 SW, 2402, 4602 SW Telephones ............ 41 5410, 5610 SW, 2410, 4610 SW Telephones ............ 43 IP Office 3.2 Product Description 5420, 5620, 5621, 2420, 4620, 4621, 4625 Telephones............................................................45 EU24 and EU24 BL Expansion Modules.....................47 T3 Series Phones ...................................................48 T3 Telephone Range..........................................48 T3 Compact ......................................................48 T3 Classic .........................................................50 T3 Comfort .......................................................52 T3 DSS Expansion Modules ................................54 Interworking T3 IP telephones with other Avaya telephones and endpoints.........................54 Mobility Solutions ...................................................55 Avaya Mobility Solutions.....................................55 Mobility - Avaya IP DECT ...................................56 Mobility - 900MHz Digital Wireless ......................57 Mobility - WiFi (802.11)......................................58 3616 Wireless Telephone ...................................60 3620 Healthcare Wireless Telephone...................60 3626 Ruggedized Wireless Telephone .................61 3701 IP DECT Telephone ...................................62 3711 IP DECT Telephone ...................................63 Digital Wireless 3810 Telephone .........................64 Other Ranges ........................................................66 Other Ranges of Telephones Compatible with IP Office ...........................................................66 4400 Series.......................................................66 Analog Telephones ............................................70 Headsets ...............................................................76 Headsets ..........................................................76 Summary ..............................................................77 Summary..........................................................77 4. Features ................................................ 79 Telephony Functions & Call Handling .......................79 Basic Call Handling.................................................80 Tones...............................................................80 Caller ID ...........................................................80 Hold .................................................................80 Toggle Calls ......................................................80 Hold Call Waiting...............................................81 Hold Music (Music on Hold) ................................81 Park .................................................................81 Automatic Callback ............................................81 Direct Inward Dialing (DID)................................81 Transfer ...........................................................82 Distinctive and Personalized Ringing....................82 Personalized Ringing..........................................82 Message Waiting Indication................................82 Advanced Call Handling ..........................................83 Advanced Call Handling......................................83 Absence Text ....................................................83 Call Tagging......................................................84 Reclaim Call ......................................................84 Hunt Group Enable/Disable ................................84 Call Waiting ......................................................85 Do Not Disturb (DND) ........................................85 Dial Plan ...........................................................85 Paging..............................................................85 Intrude.............................................................85 ©Copyright 2006 Avaya Inc. All rights reserved. Page iii 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Inclusion .......................................................... 86 Hot Desking ..................................................... 86 Relay On/Off/Pulse............................................ 86 Pickup.............................................................. 86 Call Recording .................................................. 86 Twinning.......................................................... 87 Key and Lamp Operation ........................................ 88 Key and Lamp Operation ................................... 88 Appearance Buttons .......................................... 88 Line Appearance ............................................... 88 Call Appearance Buttons.................................... 89 Bridged Appearance Buttons .............................. 89 Call Coverage ................................................... 90 Outbound Call Handling ......................................... 91 Outbound Call Handling Features ....................... 91 Account Codes.................................................. 91 Authorization Codes .......................................... 91 Dial Emergency................................................. 91 Call Barring ...................................................... 92 Least Cost Routes ............................................. 92 Maximum Call Length ........................................ 92 PIN Restricted Calling........................................ 92 Forwarding ........................................................... 93 Forwarding....................................................... 93 Forward on Busy............................................... 93 Forward on No Answer ...................................... 93 Forward Unconditional....................................... 93 Forward Hunt Group ......................................... 94 Follow Me......................................................... 94 Avaya Digital and IP Phones ................................... 95 Programmable Buttons ...................................... 95 Busy Lamp Field (BLF) Indicators ....................... 95 Call History....................................................... 96 Language ......................................................... 96 Directory .......................................................... 97 Self-Administration............................................ 97 On Hook Dialling ............................................... 97 Inbound Call Handling............................................ 98 Inbound Call Handling ....................................... 98 Incoming Call Routing ....................................... 98 Hunt Groups..................................................... 99 Night Service .................................................... 99 Time Profiles .................................................... 99 Queuing ........................................................... 99 Contact Center Features....................................... 100 Contact Center Features .................................. 100 Login ............................................................. 100 Monitor Calls .................................................. 100 Acquire Call .................................................... 100 Miscellaneous Features ........................................ 101 Conference Calls ............................................. 101 Dial On Pickup ................................................ 101 Off Hook Operation ......................................... 101 External Control Port ....................................... 101 E911.............................................................. 101 System Short Codes............................................. 102 System Short Codes ........................................ 102 5. IP Telephony........................................105 Introduction to IP Telephony ................................ 105 How Does VoIP Work?..................................... 105 IP Office 3.2 Product Description Circuit-switched or Time-Division Multiplexed Telephony ...................................................... 105 Packet-Switched Telephony .............................. 105 What Advantage Does IP Office Have? .............. 106 IP Office Turns VoIP into IP Telephony.............. 106 Gateways, Gatekeepers and H.323 - Technology Overview............................................................. 107 IP Telephony Features.......................................... 108 LAN Switch Support ......................................... 108 Power Options for IP Telephones........................... 109 Avaya Individual Power Supply ......................... 109 Avaya Mid-Span Power Distribution Units........... 109 Avaya IP Phone Power Adapter......................... 110 IP Telephone Power Consumption..................... 110 VoIP FAQ ............................................................ 111 Network Requirements..................................... 111 What are Voice Compression Modules (VCM's) for? ................................................................ 111 Bandwidth Required For Each Voice Call? .......... 111 Acceptable Delay? ........................................... 111 How Many Simultaneous Calls Can I Get Down My Link? ......................................................... 112 What is the Maximum Number of Simultaneous VoIP Calls? ..................................................... 112 Does the IP Office Support Fax over IP ? ........... 112 Network Assessment........................................ 113 IP Packet Flow Control ..................................... 113 VoIP Standards Supported ............................... 114 6. Public and Private Voice Networks ..... 115 Public and Private Voice Networks ......................... 115 Private Circuit Switched Voice Networking .............. 116 Public Voice Networking........................................ 117 ISDN Primary Rate (ETSI CTR4) - IP400 Office PRI E1............................................................ 117 ISDN Basic Rate (ETSI CTR3) - IP400 Quad BRI ................................................................ 117 North American T1 - IP400 Office PRI T1 .......... 117 North American Primary Rate Interface - IP400 Office PRI T1 .................................................. 118 Analog Trunks................................................. 118 E1R2 Channel Associated Signaling ................... 118 Packet Based Voice Networking............................. 119 VoIP over an Unstructured Private Circuit .......... 119 VoIP over a Managed Frame Relay Network....... 119 VoIP over a Managed IP VPN ........................... 120 VoIP across the LAN ........................................ 120 VoIP across the Public Network ........................ 120 Supplementary Services within IP Networks ........... 121 Small Community Networking................................ 122 Common Networking Features .............................. 123 Least Cost Routing (LCR) ................................. 123 Alternate Call Routing (ACR)............................. 123 Network Numbering Schemes........................... 124 7. Data Networking Services................... 125 LAN/WAN Services ............................................... 125 Quality of Service................................................. 125 Internet Access.................................................... 126 Remote Access Features ....................................... 127 LAN to LAN Routing.............................................. 127 Data Networking Features .................................... 128 ©Copyright 2006 Avaya Inc. All rights reserved. Page iv 15-601041 - Issue 14d (30th November 2006) Table Of Contents Integral 10/100 Mbit Layer 2 Ethernet Switch .... 128 Integral 10/100 Mbit Layer 3 Ethernet Switch .... 128 DHCP Server................................................... 128 Leased Line Support........................................ 128 Dial-Up Circuit Support .................................... 128 Point-to-Point Protocol (PPP)............................ 129 Multi-Link Point-to-Point Protocol (ML-PPP) ....... 129 Frame Relay ................................................... 129 Service Quotas ............................................... 129 Time Profiles .................................................. 129 Bump Call ...................................................... 129 Password Authentication Protocol (PAP)............ 129 Challenge Handshake Authentication Protocol (CHAP)........................................................... 129 Data Header Compression ............................... 130 Data Compression........................................... 130 Bandwidth Allocation Control Protocol (BACP).... 130 Callback ......................................................... 130 Domain Name Service (DNS) Proxy .................. 130 Network Address Translation (NAT) .................. 130 Proxy Address Resolution Protocol (ARP)........... 130 Auto Connect.................................................. 130 Firewall .......................................................... 131 Light-Weight Directory Access Protocol (LDAP) .. 131 Remote Access Server (RAS)............................ 131 Transaction Packet Assembler Dissembler (TPAD)........................................................... 131 Routing Information Protocol (RIP)................... 131 VPN: IPSec Tunneling...................................... 132 VPN: Layer 2 Tunneling Protocol ...................... 132 8. Phone Manager ....................................133 Phone Manager ................................................... 133 Phone Manager Lite ............................................. 134 Phone Manager Pro ............................................. 137 IP Softphone (Phone Manager PC Softphone) ........ 139 Phone Manager Feature Summary......................... 140 Phone Manager System Requirements................... 141 9. SoftConsole..........................................143 SoftConsole......................................................... 143 SoftConsole Options............................................. 148 SoftConsole Administration ................................... 149 SoftConsole Telephone Requirements.................... 149 SoftConsole PC Requirements ............................... 149 10. Voicemail ...........................................151 Voicemail ............................................................ 151 Positioning Summary....................................... 151 Voicemail Lite...................................................... 152 Embedded Voicemail............................................ 152 Voicemail Pro ...................................................... 153 Networked Messaging .......................................... 155 Auto Attendant.................................................... 156 Accessing Database Information within Call Flows (IVR) .................................................................. 157 Using Text To Speech (TTS) Facilities within a Callflow .............................................................. 159 Visual Basic (VB) Scripting .................................... 159 Personal Numbering............................................. 160 Extended Personal Greetings ................................ 161 Hunt Group Group Broadcast Messages ................. 162 Personal Distribution Lists .................................... 162 IP Office 3.2 Product Description Interaction of Voicemail with Email Systems ........... 163 Fax Messages ...................................................... 164 Integrated Messaging Pro (Microsoft Exchange & Outlook only)....................................................... 165 Email Reading (Microsoft Exchange only) ............... 167 Campaign Manager .............................................. 168 Call Recording ..................................................... 169 IP Office ContactStore .......................................... 170 Centralized Messaging with Avaya Communication Manager.............................................................. 171 Voicemail Feature Comparison .............................. 172 Platform Support ............................................. 172 Capacities ....................................................... 172 Features ......................................................... 173 In-Queue Announcements................................ 174 Auto-Attendant/Audiotex.................................. 174 Other Features ................................................ 174 IP Office Voicemail Pro Intuity Audix Emulation Features ......................................................... 175 PC Requirements ................................................. 176 General Requirements ..................................... 176 PC Specification............................................... 176 Network ......................................................... 176 Disk Space...................................................... 176 Web Server Operation ..................................... 176 Voicemail Email Connection .............................. 177 IMS Pro Connection ......................................... 177 Voice Recording Library Management................ 177 11. Audio Conferencing........................... 179 Why use Audio Conferencing? ............................... 179 IP Office Meet-Me Conferencing Solution................ 180 IP Office Conferencing Capacity............................. 181 Control Unit Conference Capabilities.................. 181 IP Office Standard Conferencing Features .............. 182 Conferencing Center............................................. 183 Introduction to IP Office Conferencing Center .... 183 Conferencing Center Scheduler......................... 183 Conferencing Center Reporting ......................... 187 Conferencing Center Web Client ....................... 188 SoftConsole Conferencing Center Integration ..... 189 Phone Manager Conferencing Center Integration ..................................................... 189 System Requirements for Conferencing Center... 189 12. The Contact Center ........................... 191 IP Office Contact Center/CRM Solutions Overview ... 191 Compact Business Center...................................... 192 Compact Business Center ................................. 192 CBC Real Time Information .............................. 193 Compact Contact Center ....................................... 195 Compact Contact Center .................................. 195 Call Center View - Real Time Reporting ............. 197 CCC Reporter - Historical Reporting................... 198 Wallboard Server/Client ................................... 202 Queuing Announcements ................................. 203 CBC/CCC ............................................................. 204 Compact Business/Contact Center SCBC CCC Summary........................................................ 204 CCC/CBC Technical Specification....................... 204 Computer Telephony Integration ........................... 205 Computer Telephony Integration ...................... 205 ©Copyright 2006 Avaya Inc. All rights reserved. Page v 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Computer Telephony Integration with IP Office . 206 TAPILink Lite (1st Party TAPI Support).............. 207 TAPILink Pro (3rd Party TAPI Support).............. 207 Support for Developers.................................... 207 Windows Operating System Service Pack Support .......................................................... 242 Protocols ............................................................. 243 13. CRM Integration ................................209 History ................................................................ 245 IP Office 3.1 ........................................................ 246 IP Office 3.0 ........................................................ 247 IP Office 3.0DT .................................................... 248 IP Office 2.1 ........................................................ 249 IP Office 2.0 ........................................................ 251 IP Office 1.4 ........................................................ 253 IP Office 1.3.2 ..................................................... 253 IP Office 1.3 ........................................................ 253 IP Office Microsoft CRM Integration....................... 209 Introduction ................................................... 209 Avaya – Microsoft Dynamics® CRM 3.0 Integration ..................................................... 209 Inbound Call Operation ........................................ 210 Outbound Call Operation ...................................... 211 14. Common Management Utilities .........213 Introduction to IP Office Management Utilities ....... 213 IP Office Manager................................................ 214 Call Status .......................................................... 217 Monitor............................................................... 218 Simple Network Management Protocol (SNMP)....... 219 CDR ................................................................... 220 IP Office SMDR.................................................... 221 A: Configurations .....................................223 Product Configurations......................................... 223 Small Office Control Units ................................ 223 Avaya IP Office - Small Office Edition Expansion Cards ............................................. 223 IP406 Control Units ......................................... 223 IP412 Control Units ......................................... 224 IP Office External Expansion Modules ............... 224 Voice Compression Modules ............................. 225 Modems cards ................................................ 225 Trunk Interface Cards ..................................... 225 Spares ................................................................ 226 Country Availability .............................................. 227 North America ................................................ 227 South America ................................................ 227 Europe, Middle East and Africa......................... 227 Asia Pacific ..................................................... 227 Sample Configurations ......................................... 228 IP406 Office ................................................... 228 IP412............................................................. 229 B: TAPI Functions Supported by IP Office........................................................231 TAPI 2.1 Functions Supported............................... 231 TAPI 3.0 functions supported................................ 231 Changes from previous versions of IP Office .......... 232 TAPI Reserved Fields....................................... 232 DevLink Reserved Fields .................................. 233 D: Software History................................. 245 E: Miscellaneous...................................... 255 Discontinued Units ............................................... 255 IP Office Control Units ..................................... 255 IP Office Expansion Modules............................. 255 IP Office Trunk Interface Cards ........................ 255 IP Office Internal Daughter Cards ..................... 255 Avaya Phones ................................................. 255 IP Office - Small Office Edition 2T+4A (3 VoIP)....... 256 IP Office - Small Office Edition 4T+8A (3 VoIP)....... 257 IP403 Office ........................................................ 258 IP406 Office V1.................................................... 259 4606 IP Telephone............................................... 260 4620 IP Telephone............................................... 261 4612 IP Telephone............................................... 262 4624 IP Telephone............................................... 263 TransTalk 9040 Wireless Telephone....................... 264 INDeX 20 Series Telephones ................................. 265 20DT - DECT Telephone ....................................... 270 6408D Telephone................................................. 271 6416D Telephone................................................. 272 6424D Telephone................................................. 273 XM24 .................................................................. 274 Mobility - Analog DECT ......................................... 275 Compact DECT Control Unit .................................. 276 Extending Compact DECT Coverage....................... 277 DECT Control Unit ................................................ 278 DECT Licenses ..................................................... 279 Languages........................................................... 279 Glossary................................................... 281 Index ....................................................... 289 C: Technical Specifications ......................235 General............................................................... 235 Dimensions .................................................... 235 Weight........................................................... 235 Environmental ................................................ 235 Telephone Extension Cable Lengths.................. 235 Heat Dissipation.............................................. 236 Interfaces ........................................................... 237 Specification for IP Office Application PC's ............. 238 Server Applications Dependencies .................... 239 Client Applications Dependencies...................... 240 Operating Systems for IP Office 3.2.................. 241 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page vi 15-601041 - Issue 14d (30th November 2006) 1. Introduction Notice This document forms no part of a contract, the specification of the Avaya IP Office family is subject to change without notice. Not all components and features documented are available in all territories, refer to your Avaya Representative for further details. This document should be read in conjunction with any issued technical bulletins and/or product offer announcements. Avaya IP Office Family The "All-in-one" Communications Solution for Small and Medium-Size Companies. What is it? A solution for voice and data communications, messaging and customer management. Using IP technology to deliver more functionality at a lower cost. How can I use it in my business? To connect with colleagues and customers… simplify access to information… keep remote workers in touch. To save money through conferencing, networking, time/ call management, Voice over IP and more. What are my choices? Does your business have one location? Multiple locations? Are you a branch office of a larger organization? A home office? With IP Office you can choose from a range of models and add capacity, applications and phones, as you need them. Whether you have 2 employees, 200 or more, IP Office is the right choice. IP Office: Three key things to know Every small- and medium-size business needs ways to reduce costs and improve the way it operates. Like every business, you’re looking to keep all your customers, add new ones and grow at the pace that’s right for you. Avaya understands this. With over one hundred years of experience as a leader in communications, we know that the right solution for your business is one that helps you increase profitability, improve productivity and gain competitive advantages. Get big business communications —at small business prices Over one million businesses rely on Avaya solutions like Avaya IP Office —the award-winning business communications system that gives growing companies an “all-in-one” solution for telephony, messaging, networking, conferencing, customer management and much more. Growing businesses know they can rely on Avaya for big business capabilities at small business prices—Avaya has an entire division focused on the needs of small- and medium-size businesses. We support extensive research into new technologies and standards, and we make it easy for businesses like yours to acquire our solutions by offering an array of financing options. See what Avaya can do for you You need a communications system—every business does. To find one that’s right for your business, start with Avaya. With solutions like IP Office, we’re revolutionizing how small and medium businesses communicate. Now is the time to see what an Avaya solution can do for your business. Reduce monthly costs. Now. IP Office will help you lower the cost of communications, with capabilities like conferencing, making calls over a managed Internet service (Voice over IP) and the “all-in-one” benefits of a converged communications system. Leave the office. Be accessible. With easy, flexible options for call/message forwarding and one-number reachability, IP Office keeps everyone in touch. Get the freedom to go where you want and never miss important business calls. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 7 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Serve better. Sell more. IP Office can give you a customer sales and service center designed for your needs and your budget—with all the routing and reporting capabilities you need. Deliver the personal service that builds sales and loyalty. Get connected. Talk to your Avaya BusinessPartner. Discuss where you want communications to add value to your business. Learn about the different service and support options that are available. See why thousands of growing businesses rely on the innovative Avaya IP Office solution. The right choice for you… and your business How we communicate is a personal choice—it has to match the needs of your business. And your needs change depending on whether your employees are working in the office, at home, or on the road. That’s why when you choose IP Office you can also choose from a whole range of communication tools and applications designed to boost productivity. Choose a basic phone or one with all the bells and whistles. Connect our IP phones directly to your office LAN—also use them at home and get all the features you have at the office. Avaya Phone Manager software can turn the screen of your PC into a phone. And our wireless solutions make it easier to roam the office. With all of our IP Office capabilities, our goal is to make your communications simple and cost-effective. Let your Avaya BusinessPartner put together a selection of tools and applications that's right for you. Fine-tuning performance How many calls are you handling an hour, a day? What are your peak calling periods? How many calls typically turn into sales? Avaya IP Office reporting capabilities can help you measure and manage your availability and response to customers. Day-to-day administration Once your system is up and running you will benefit from the menu-driven administration tools that simplify dayto-day tasks, such as updating directories and moving phone extensions. Getting started Is your communications network ready for IP Office? We’ll make sure. Avaya has created a whole set of assessment and automated configuration tools to make sure that when your system is installed it’s ready to meet your needs starting Day One. Keeping ongoing management simple Concerned about needing extra resources to administer a system as powerful as IP Office? There’s no need for worry. IP Office comes with a whole set of menu-driven tools to keep ongoing management simple. Does my current phone system give my business what it needs? If it is based on old technology, probably not. Your competitors will be faster and more professional with the latest in communications software. IP Office delivers the capabilities that allow you to keep up with or overtake the competition. Do I need to understand the technology to implement it? No. IP Office is designed specifically to give you more functionality without making more demands on your resources. Rely on your certified Avaya BusinessPartner for support before, during and after your purchase. We’ll take care of you so you don’t have to worry. Do I need to spend a lot? Not at all. You have choices based on your budget needs. Easy leasing or financing plans not only make this affordable; they help you quickly cut monthly expenses immediately. And you only have to buy/lease what you need, when you need it. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 8 15-601041 - Issue 14d (30th November 2006) 1. Introduction Is IP technology so new that it’s not reliable? With over 50,000 systems deployed worldwide (Avaya is #1 in IP Telephony shipments*), Avaya IP Office has the track record businesses like yours can rely on. Aside from receiving the Product of the Year award by Internet Telephony magazine and being named Best in Test by Miercom in 2004, customers like yourself are saving money and boosting productivity. Many are managing the system themselves via menu-driven tools. I have old systems but am adding an office. Should I consider the new technology? Not only would this be a way for you to experience the rich functionality of the latest communications applications, but we may be able to network with your existing equipment, as well as provide a gradual migration plan for your other locations. How quickly can I get up and running? Just say “when”—an authorized Avaya BusinessPartner can tailor a solution to your needs and your budget. By saving you money and helping you grow, IP Office repays your investment and lets you reallocate resources to other business priorities. Lowering long distance costs Routing phone calls over IP lines—Voice over IP—is growing in popularity. Particularly in the case of international calls, VoIP generates significant savings. If your company is already linking multiple offices using high-speed lines, the VoIP capabilities in IP Office make it possible to route voice calls over the existing infrastructure, providing another way to lower costs and leverage your investment. However you do it, the VoIP capabilities of IP Office are a way to put money back in your pocket. Eliminating conferencing fees For connecting with partners, suppliers and dispersed employees, conference calls keep people working together and keep travel costs down. Many companies rely on third party teleconferencing services and pay a price for the convenience. This is particularly true—and irritating—if a call that’s scheduled doesn’t happen: you still pay the fee. Now there’s an alternative that will save you money. With Avaya IP Office, your organization can have its own private, secure conference bridge and entirely eliminate fees to third party providers. Supporting multiple offices/remote workers When employees can’t get to the office (because of storms, medical issues or other reasons) but can still work productively at home, your business benefits. IP Office Phone Manager lets you turn any PC into a phone, making it easy and productive to work anywhere. And the ability to network phone systems and share messaging systems between offices reduces upfront investment and drives long-term productivity. And keep in mind… IP Office delivers a whole range of capabilities. Only you can put a number on the value that many of these capabilities will have for your business. Examples: • Having calls automatically routed to a cell phone or other location, so important customers can get through to the right person in real-time • Being able to operate as a 24/7 business, without a 24/7 staff • Using your communications to quickly identify when your top customers call. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 9 15-601041 - Issue 14d (30th November 2006) IP Office Product Description How IP Office is benefiting businesses today • More room for sales With IP Office, a leading provider of commercial food service equipment now handles 50% more calls per day, without extra staff and without sacrificing the personal service it knows is the key to sales. • At the head of the class By relying on IP Office to connect nearly 50 buildings, a public school system saved thousands of dollars on inter-office calls and simplified communications. • Lowering global costs By using IP Office to hold teleconferences and make phone calls across the IP network, a strategic consulting firm is saving up to $30,000 per year. The right model for your business With several models to choose from, there's an IP Office to meet your needs. Ready to grow Capacities: 2-360 extensions; up to 192 lines; 96/120 T1/E1 lines. Call handling and messaging Get 24-hour support for callers/customers without a 24-hour staff. IP Office has a range of messaging, auto attendant and Interactive Voice Response (IVR) capabilities. Integrate messaging and advanced call handling into your customer service operations. Handle voice mail and e-mail in a single mailbox. Communication with customers Set up a formal or informal customer service center with voice, e-mail and Web chat. Integrate your customer data base into your call handling. Manage the quality of your customer interactions. Work anywhere Give your employees all the communications capabilities they have at the office whether they are working from home, a hotel or a remote office. A complete conferencing solution Don’t pay any more fees to outside conferencing service providers. Get Web and audio-based conferencing that are easy to set up and use. Secure, converged communications Use IP Office as a secure router with a built-in firewall/VPN. Route voice calls over a managed Internet service (VoIP) and pocket the savings. Simple administration Windows-based, menu-driven tools cut the time and expense of administration. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 10 15-601041 - Issue 14d (30th November 2006) 1. Introduction What's New in IP Office 3.2 For those already familiar with IP Office, this page lists the new features introduced in IP Office 3.2. This is not a exhaustive list, it covers just the major changes that are aimed at improving product serviceability and end user mobility. IP Office Management Software • A new IP Office Manager that has backward compatibility with previous releases • Increased service access security • Audit trail to record who made system changes • Error checking and validation of system configuration • User rights management IP Office Applications • Single step application upgrade, no need to un-install, on select applications • Voicemail Pro • • • • Remote Management • Personal transfer option during greeting • Ability to reply to emails by voice message • Forwarding of fax messages Phone Manager • Management of personal greetings • “drag and drop” call transfer • Enhanced call forwarding options SoftConsole • Pop from system tray on incoming call • Call history • Direct voicemail transfer Conferencing Center • Enhanced document upload tool - accepts .doc, .ppt and .xls files • Web chat IP Office Core 3.2 Software • Twinning of IP Office extension with external numbers • Appearance ring delay • System Alarms enhancement (improved SNMP and new SMTP email notification) • Authorization codes • Music on hold stored on Compact Flash memory (IP 406V2 and Small Office Edition) New Phones Support for new telephones and telephone accessories: • Avaya 4625 IP phone with backlit color display • Avaya 5621 IP phone with backlit monochrome display • Avaya T3 IP phone range in select countries • Avaya 3620 WiFi wireless IP phone in select countries IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 11 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Voice Communication Solution IP Office offers a comprehensive list of features and benefits for the small or mid-size business, including: • Full PBX features Caller ID, Call Forwarding, Conference Calling, Voice Messaging and more. • Trunk Interfaces A variety of network trunk interfaces, including E1, T1, PRI, ISDN, analog loop start and analog ground start for comprehensive network connectivity. Not all trunk types are available in all territories, please check for local availability. • 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 PABX's. • Integrated H.323 Gatekeeper and Gateway for converged communications The IP Office acts as an IP telephony server with Quality of Service (QoS) support through DiffServ for routing and up to 64ms of Echo cancellation depending on VCM card fitted. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 12 15-601041 - Issue 14d (30th November 2006) 1. Introduction Data Communication Solution For offices with basic data networking needs, IP Office can provide a complete data communications and networking solution: • Internet Access Firewall protected, leased line or dial-up connectivity via PRI, T1 or WAN port: high-speed dialed access, direct leased line connections for high usage and Web site hosting, integral security, and efficient access to information and a larger business presence via the Web. • Routing Integral Static or Dynamic (RIP I/II) routing for both Internet and Branch-to-Branch solutions. • Security NAT (Network Address Translation) and built in firewall to protect your internal network and IPSec support allows secure VPN 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 Switching The Avaya IP Office – Small Office Edition has a 4 port Ethernet switch (Layer 2) plus a fifth Ethernet WAN port (Layer 3). The IP406 V2 offers an 8 port Ethernet switch (Layer 2). The IP412 offers 2 switched Ethernet ports (Layer 3). • LDAP client support For standards based directory synchronization for Phone Manager. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 13 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Applications Platform IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full compliment of sophisticated applications. IP Office provides free-of-charge applications, including Phone Manager Lite, Voicemail Lite and CTI interfaces. These free-of-charge applications can be upgraded to provide enhanced functionality by chargeable license keys. • Operator SoftConsole A graphical User Interface (GUI) for attendants on their PC desktop for call handling. Works with a telephone and is 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, Pro, and PC Softphone versions to allow you to control and manage phone calls from your Windows desktop. • Open CTI interfaces IP Office has a built in TAPI server that integrates easily with popular contact management applications such as Outlook, ACT!, GoldMine and Maximizer. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit. • Voicemail Callers can always be answered with a personal voicemail greeting before a message is taken and message notification set. Messages can be shared (forwarded) with colleagues and retrieved by any phone capable of tone dialing. When used with Phone Manager, the PC can be used to control message playback. • Integrated Messaging Voice messages can be can be copied into email messages and delivered into the email system. IP Office uses SMTP or MAPI to deliver a copy of the voice message. Integrated Messaging Pro provides a higher level of integration with Microsoft Exchange Server to synchronize both voicemail and email inboxes • Auto-Attendant Simplify service for administrators with this easy-to-use graphical interface such as the ability to construct customized automated services allowing callers to efficiently navigate the system, and reach the right person, without the assistance of an operator. Available with Voicemail Pro, Avaya IP Office – Small Office Edition PCMCIA voicemail and Avaya IP406 V2 Compact Flash voicemail. • Interactive Voice Response (IVR) and Text to Speech Create automated customized systems allowing callers to interact with business information, for example, reading email, 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. • 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. • 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 installation, and more. • Compact Contact Center This is the IP Office Contact Center option, with a full customer management toolset including real time agent, system, group management, standard and custom reporting. It provides real time tracking and analysis, options for agent connection, and remote agent support and wallboards for installations of up to 75 agents. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 14 15-601041 - Issue 14d (30th November 2006) 1. Introduction Management Tools The IP Office solution (phone system, router/firewall/DHCP server) is easily managed through the IP Office Manager. IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with a Telephone Adaptor, Router or the optional Internal Modem Card. Scalable Platform The "all-in-one" IP Office Family — servers, media modules, trunk interface cards and software applications — give small and mid-size businesses the options they want to meet today's communications needs and plans for the future. • Avaya 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 two configurations • 4 Analog trunks, 4 analog extensions, 8 digital stations and 3 or 16 VoIP resources. • Avaya IP Office IP406 Supports 6 Expansion Modules providing a combination of up to 190 analog, digital or IP extensions, with capacity for 8 analog trunks or 2 digital trunks (up to 72 T1 channels or 90 E1 channels). 8 Digital Station ports (DS), 2 analog phone ports, a socket for optional embedded voicemail. Additional analog trunks can be added using IP400 Analog Trunk 16 modules. Features include up to 30 optional voice compression channels, 8 Ethernet port switch (Layer 2), a 9-pin serial port and 40 data channels. An Internal Modem Card can be added to answer up to 12 V.90 analog modem calls. • Avaya IP Office IP412 Supports 12 Expansion Modules providing a combination of up to 360 analog, digital or IP extensions, with capacity for 8 analog trunks or 4 digital trunks (up to 96 T1 channels or 120 E1 channels). Additional analog trunks can be added using IP400 Analog 16 modules. Features include 60 optional voice compression channels, 2 independently Switched LAN ports, and 100 data channels. An Internal Modem Card can be added to answer up to 12 V.90 analog modem calls. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 15 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Telephone Options IP Office supports multiple telephone solutions, giving the small and mid-size business maximum flexibility to choose according to their current and future needs: • IP Telephones IP Office's integral H.323 Server supports Avaya 5600 series IP telephones, selected Avaya 4600 series IP telephones, Avaya T3 series IP telephones, Avaya 3600 series Wireless VoIP telephones and Phone Manager PC Softphone. • Digital Telephones IP Office Digital Station 16 or 30 Modules support the Avaya 5400 Series of digital phones and Avaya T3 Series telephones. The IP Office Digital Station modules also support existing selected 2400, 4400, 6400 Series phones • Analog Phones IP Office Phone 8, 16 or 30 Modules support standard analog phones, faxes and modems, with support for calling line identification and message waiting indication (where service is provided). • Wireless Telephones Avaya IP DECT base stations can be added to support the Avaya IP DECT 3701 and 3711 telephones. The IP Office Digital Station modules support the Avaya 3810 telephone and the Avaya 3600 series wireless VoIP telephones IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 16 15-601041 - Issue 14d (30th November 2006) 1. Introduction Application Licensing IP Office is an applications platform and includes a number of applications as part of the solution. These Lite versions of applications do not require any additional licensing, but upgrades to Pro versions or optional applications will need additional IP Office licenses to operate. The licensed applications require both a license key, a unique number that enables the application to run, and a feature key. The feature key is an electronic key installed on the IP Office system that determines which licensed applications can run. Licensed applications are supplied in two forms; time limited trial licenses and full indefinite licenses. Trial licenses allow applications to run in fully functional form for 45 days, after which time they cannot be used until upgraded at cost to the full license but can be ordered at any time during the product ownership. Trial licenses are available for: • Avaya Text To Speech (1 port) • Centralized Voicemail with ACM • Compact Business Center (CBC) • Conferencing Center • Integrated Messaging Pro • Mobile Twinning (5 users) • Phone Manager PC Softphone (10 User) • Phone Manager Pro (10 user) • SoftConsole (1 user) • Third Party Text To Speech (1 port) • VB Scripting • VoiceMail Pro (4 ports) • VoiceMail Pro Networked Messaging • VPN IPSec/L2TP • 3rd Party Database/IVR ContactStore has a 45 day trial built into the software and therefore does not require a separate license key, but this 45 day trial runs from when the software is installed. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 17 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform IP Office Overview IP Office is a modular communications solution that scales from 2 to 360 users. It provides a hybrid PBX with both TDM and IP phone support that can be used in either mode or both concurrently. IP Office has data capabilities built in, providing IP routing, switching and Firewall protection between LAN and WAN. IP Office has an integrated software applications suite that delivers a contact center, voice and email messaging, Interactive Voice Response, conferencing and computer telephony integration. IP Office solutions are built from hardware units and application software. Hardware provides the connectivity for voice and data circuits and processor units for the solution software. Each IP Office solution will require a system processor unit (Small Office Edition, IP406 and IP412), trunk connections to service provider, and expansion modules for TDM phone cabling. IP Phones connect over LAN connections to the IP Office solution. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 19 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office - Small Office Edition The IP Office - Small Office Edition is the entry level control unit of the IP Office solution and is delivered in a compact configuration that provides different mixes of Analog trunks, Digital extensions and Voice over IP (VoIP) capacity. Dependant on the model chosen, up to a maximum of 28 extensions can be supported (4 Analog, 8 Digital and 16 IP). All IP Office - Small Office Edition's variants have a four-port Layer 2 Ethernet Switch and a dedicated switched Ethernet WAN port (Layer 3), making the system ideal for connection to local area networks and broadband wide area network services such as ADSL and Cable. With Voice over IP as standard and optional IPSec security, the system can be quickly configured to provide secure voice and data networking from remote offices or branch locations back to a head office over a broadband connection. The IP Office - Small Office Edition includes a WAN option slot on the rear of the unit which can be used to support other network connection types such as V35, V24, X21 and T1 leased lines. The back of the unit also features a twin PCMCIA socket that can support a plug-in voice memory card for use with the embedded voicemail function, and a Wireless LAN card when using the system as an Access Point. To enable licensed IP Office applications, a serial Feature Key can be attached directly to the IP Office - Small Office Edition removing the need for an external PC for license verification. For resilience, under power fail conditions Analog trunk port 2 is connected to POT extension port 1. The pre-defined configurations supported in IP Office 3.1 are detailed in the following table. IP Office - Small Office Edition Analog Trunks Analog Extensions Digital Stations IP Extensions VoIP Channels 4T+4A+8DS (3 VoIP) 4 4 8 16 3 4T+4A+8DS (16 VoIP) 4 4 8 16 16 • During power fail, Analog port 2 is connected to POT port 1. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 20 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform IP Office - Small Office Edition 4T+4A+8DS (3 or 16 VoIP) The IP Office - Small Office Edition 4T+4A+8DS provides: • Four Analog Loop Start Trunks (Caller ID enabled). • Four Analog extension (POT) ports with power fail switchover such that analog trunk port 2 is connected to analog extension port 1. • Eight Digital Station (DS) ports for selected 2400, 5400, 6400 and T3 Series phones plus 3810 wireless (US) phones. • 3 or 16 VoIP Codecs (G.723.1, G.711 and G.729a) and 48ms echo cancellation. • 4 Switched Ethernet ports (Layer 2). • Dedicated Switched Ethernet WAN port (Layer 3). • 2 x PCMCIA Slots for optional Wireless and Embedded VoiceMail card support. • Expansion Slot for optional WAN card (V35/V24/X.21), BRI or T1 PRI. • Serial DTE port. • Audio input port for external music on hold source. • External O/P socket supporting two relay on/off switch ports, e.g. for door entry systems. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 21 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office - Small Office Edition WAN Expansion Interfaces Both IP Office - Small Office Edition variants provide an expansion slot for an optional WAN interface of the following types (check locally for availability). Each of these interface cards are now described in more detail. IP400 WAN Expansion The IP400 WAN Expansion card provides a single WAN connection (X21, V24 or V35 via a 37-way D Type socket). Line speeds up to and including 2Mbps are supported on the interface. 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 T 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, providing up to 256K bandwidth on IP and Frame Relay services. • Not available in all territories, check for availability. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 22 15-601041 - Issue 14d (30th November 2006) 2. IP Office 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 (Scientific Medical and Industrial (SMI) 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. Alternatively, a 3rd party wireless access point can be connected directly to one of the LAN ports. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 23 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Optional Embedded VoiceMail with Auto-Attendant Entry-level voicemail and auto attendant applications are available using the Avaya memory expansion kit in one of the PCMCIA slots on the rear of the Small Office Edition. This provides small locations with an effective embedded messaging solution with auto-attendant without the additional costs of an external PC. The embedded voicemail supports up to 10 hours of message storage. The number of available voicemail ports (to support simultaneous calls to voicemail) is 3 ports on the 3 VoIP model or 10 ports on the 16 VoIP model Personalized greetings and PIN-code access can be enabled for each mailbox by the mailbox users. Inactivity timeout and return to operator options ensure efficient message handling. Mailbox users can also access their mailboxes when out of office using a simple remote login sequence. Up to four independent auto-attendants can be configured on the platform. The choice of which auto-attendant is to answer a call can be made on any of the criteria on the Incoming Call Routing form such as called number, calling number and time of day. Each auto-attendant has a single menu of 12 items (0…9, *, #) that a caller can select from to either be transferred to a predefined number or replay the greeting. The greeting for the menu is controlled by time profiles to allow three alternative messages to be played i.e. Morning, Afternoon and Evening. Please note that the Small Office Edition and IP406 embedded voicemail memory cards are not interchangeable, and that only Avaya supplied memory cards with the voicemail and auto attendant applications pre-installed can be used. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 24 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform Avaya IP Office - Enterprise Edition 4T+4A+8DS (16 VoIP) Specification as per IP Office - Small Office Edition 4T+4A+8DS (16 VoIP). This variant is uniquely positioned for use in small autonomous branch offices of large enterprises. It targets pricesensitive customers with limited application needs and no initial requirement for centralized administration. As such IP Office – Enterprise Edition has the same functionality as Small Office Edition. However as part of the Avaya Large Communications Systems portfolio, Enterprise Edition is eligible for a future migration offers for integration into a centrally managed system, based on Avaya Communication Manager and MultiVantage applications. G150 Media Gateway Based on a similar architecture and form factor to Small Office Edition, G150 Media Gateway targets price-sensitive customers that do require the benefits of Avaya Communication Manager, basic applications support and local survivability for small branch offices with 2-12 users. G150 is available in 4 user and 12 user variants and complements the Avaya range of Media Gateways, including G250, G350 and G700. As part of the Large Communications Systems portfolio, G150 relies on centralized call processing, management and control. This is provided by an Avaya Media Server, such as S8300, S8500 or S8700, running Avaya Communication Manager software. As such G150 is not designed for standalone or autonomous use as it relies on an IP-based network connection to the Media Server for telephony and communication services. IP Office – Enterprise Edition and G150 Media Gateway are available to suitably accredited Avaya Business Partners only. For further details, contact your local Avaya representative or visit www.avaya.com. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 25 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Avaya IP Office IP406 V2 Control Unit The IP406 V2 control unit is a stackable unit with an optional 19" rack mounting kit. The IP406 V2 includes: • Eight Digital Station (DS) ports for supported 2400, 4400, 5400, 6400 and T3 Series phones plus 3810 wireless (US) phones. • Two Analog telephone ports. • Two Wire • DTMF signaling (No rotary or Loop Disconnect) • Timed Break Recall (No Earth Loop Recall) • Caller ID capable – a variety of standards, see later • MWI capable – 82.5V and Line Reversal • Eight 10/100 Mbps LAN Switched ports (Layer-2, unmanaged). • Support for optional embedded voicemail/auto-attendant (Compact Flash card) • 9-pin DTE Port (for maintenance or Feature Key connection for application licensing). • X.21/V35 WAN interface. • Support for up to 6 IP Office Expansion Modules: • Phone modules (8, 16, 30) • Digital Station modules (16, 30) • Analog Trunk Module 16 • So8 module • External O/P socket supporting two relay on/off switch ports, e.g. for door entry systems. • Audio input port for external music on hold source. • Two trunk interface card slots for analog, BRI, PRI (T1, E1) or CAS (E1R2) • Internal socket for IP Telephony expansion – voice compression modules (from 4 to 30 channels) • Internal socket for internal modem (2 or 12) for Remote Access Services • 40 Data channels • Up to 20 Voicemail Pro ports IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 26 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform Expansion Modules Through support of up to six external Expansion Modules, IP406 can be enhanced to support a mixture of analog, digital or IP phones, to maximum of 190 phones in any combination. The number of simultaneous T3 IP phone calls is limited to the number of VCM channels available. If additional analog trunks are required, these can be aggregated in groups of 16 on each analog expansion module Data Channels A Data Channel is used for Remote Access (RAS), Internet Access, and Voicemail sessions. A data channel is an internal signaling resource 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. Data channels are used for voicemail connections with a maximum of 20 available for Voicemail Pro on a 406) Modems and Voice Compression modules You can add additional hardware to the IP406 system to add one modem card (2 or 12 V.90 modems) and 1 Voice Compression Module (VCM). The VCM supports from 4 to 30 simultaneous Voice over IP sessions and is used for either providing networking between sites over a Wide Area Network or supporting IP Telephones and Soft phones. Avaya IP Office IP406 Enterprise Edition Specification as per IP Office 406 V2. This variant is uniquely positioned for use in autonomous branch offices of large enterprises. It targets pricesensitive customers with limited application needs and no initial requirement for centralized administration. As such IP Office IP406 Enterprise Edition has the same functionality as IP406 V2. However, as part of the Avaya Large Communications Systems portfolio, IP406 Enterprise Edition is eligible for a future migration offers for integration into a centrally-managed system, based on Avaya Communication Manager and MultiVantage applications. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 27 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Avaya IP Office IP412 Control Unit With a greater internal data transfer capability the IP412 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 is a stackable unit with an optional 19" rack mounting kit. The IP412 includes: • 9-pin DTE Port (for maintenance or Feature Key connection for application licensing). • X.21/V35 WAN interface. • Support for up to 12 IP Office Expansion Modules: • Phone modules (8, 16, 30) • Digital Station modules (16, 30) • Analog Trunk Module 16 • So8 module • External O/P socket supporting two relay on/off switch ports, e.g. for door entry systems. • Audio input port for external music on hold source. • Two trunk interface card slots for analog, BRI, PRI (T1, E1) or CAS (E1R2) • 2 internal sockets for IP Telephony expansion – voice compression modules (from 4 to 30 channels) • Internal socket for internal modem (2 or 12) for Remote Access Services • 100 Data channels • Up to 30 Voicemail Pro ports • Two 10/100 switched Ethernet ports (Layer 3). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 28 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform Expansion Modules Through support of up to twelve external Expansion Modules, IP412 can be enhanced to support a mixture of analog, digital or IP phones, to maximum of 360 phones in any combination. The number of simultaneous T3 IP phone calls is limited to the number of VCM channels available up to a maximum of 50. If additional analog trunks are required, these can be aggregated in groups of 16 on each analog expansion module. Data Channels A Data Channel is used for Remote Access (RAS), Internet Access, and Voicemail sessions. A data channel is an internal signaling resource 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. Data channels are used for voicemail connections with a maximum of 20 available for Voicemail Pro on a 406). Modems and Voice Compression modules You can add additional hardware to the IP412 system to add one modem card (2 or 12 V.90 modems) and 2 Voice Compression Modules (VCM). Each VCM supports from 4 to 30 simultaneous Voice over IP sessions and is used for either providing networking between sites over a Wide Area Network or supporting IP Telephones and Soft phones. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 29 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Trunk Interface Cards Trunk interface cards fit into the card slots on the Small Office Edition, IP406 and IP412 control units. They provide analog, ISDN or CAS trunk connectivity. Not all interfaces are available in all territories. • IP400 Office Universal Quad Analog Trunk (LS). • IP400 Office Quad BRI. • IP400 Office PRI E1. • IP400 Office Dual PRI E1 (Supported in either slot of an IP412 and slot A of an IP406 V2). • IP400 Office E1R2MFC. • IP400 Office Dual E1R2MFC (Supported in either slot of an IP412 and slot A of an IP406 V2). • IP400 Office PRI T1. • IP400 Office Dual PRI T1 (Supported in either slot of an IP412 and slot A of an IP406 V2). IP400 Office BRI Card The BRI trunk card provides 4 Basic Rate ISDN T interfaces (8 trunks). Details of the supported ISDN 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 E1R2 MFC depending on the territory. The dual version is only supported on the IP412 and in slot A of the IP406 V2. Details of the supported ISDN supplementary services and protocols for each PRI are given in the 'Public and Private Voice Networks' section. T1 trunk cards incorporate an integrated CSU/DSU. 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 Universal Quad Analog Trunk (LS) Card This card provides four analog trunk ports. These are 2-wire loop start interfaces and are available in all territories. This card supports Caller ID where provided. With IP Office R3.1 and later, this module supports optional 16ms echo cancellation. Please note that ground start analog trunks are supported via the IP Office Analog Trunk 16 Expansion Module. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 30 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform Internal Daughter Cards Internal Daughter Cards are fitted inside the IP406 V2 and IP412 control units. IP400 Office Voice Compression Module – 4/8/16/24/30 ports The Voice Compression Module (VCM) is used for Voice over IP (VoIP) applications in the IP406 and IP412 control units. Five VCM variants are available supporting 4, 8, 16, 24 and 30 channels of compression. The echo cancellation capabilities of the VCM's vary. The VCM 4, 8, 16 and 24 offer 64ms of echo cancellation. while the VCM 30 offers 25ms. On IP Office - Small Office Edition systems, either 3 or 16 VCM channels are built-in and cannot be changed. The IP406 supports a single VCM while the IP412 can have any two VCM’s installed. VCM 700185119 IPO MC VCM 5 EXP KIT (no longer available for sale) VCM (ECHO CANCELING) 700359854 IPO MC VCM 4 (ECHO CANCL) EXP KIT 700359862 IPO MC VCM 8 (ECHO CANCL) EXP KIT 700185127 IPO MC VCM 10 EXP KIT 700359862 IPO MC VCM 8 (ECHO (no longer available for sale) CANCL) EXP KIT 700359870 IPO MC VCM 16 (ECHO CANCL) EXP KIT 700185135 IPO MC VCM 20 EXP KIT 700359870 IPO MC VCM 16 (ECHO (no longer available for sale) CANCL) EXP KIT 700359888 IPO MC VCM 24 (ECHO CANCL) EXP KIT 700293939 IPO MC VCM 30 EXP KIT – N/A 25ms Echo Tail 64ms Echo Tail VCM 5/10/20: IP403; IP406; VCM 4/8/16: IP403; IP406; IP406 IP406 V2; IP412 V2; IP412 VCM 30: IP406 V2; IP412 VCM 24: IP406 V2; IP412 All releases of IP Office Software Releases of IP Office Software from fromR1.x to R3.0 R2.1 (35) onwards (i.e. including R3.0 and R3.0(DT) Entry-level VoIP Solutions Standard VoIP Solutions Advanced VoIP Solutions High Density VoIP Solutions Echo Cancellation System compatibility Software Compatibility IP400 Internal Modem Card An internal modem card with 2 or 12 modems can be installed in both the IP406 and IP412 to provide dial-up capacity that is better matched to remote access requirements of customers. The Internal Modem card allows up to 12 simultaneous V.90 (56kbps) analog modem calls into the IP Office. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 31 15-601041 - Issue 14d (30th November 2006) IP Office Product Description External Expansion Modules External Expansion Modules • IP400 Office Phone Expansion Module Available in three variants for 8, 16 or 30 analog extensions with calling line presentation. • IP400 Office Digital Station Expansion Module Available in two variants for 16 or 30 digital extensions for Avaya series digital telephones. • IP400 Office So8 Expansion Module Regional availability that offers 8 BRI S-interfaces for ISDN connection. • IP400 Office WAN 3 Expansion Module Available in one variant with 3 wide area interfaces that connects to IP Office via Ethernet. A maximum of 2 WAN3 10/100 modules are supported on the IP406 and IP412, they are not supported on the IP Office Small Office Edition. • IP400 Office Analog Trunk 16 Expansion Module Available in one variant for 16 analog loop start or ground start trunks, with power failover of two trunks. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 32 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform IP400 Office Phone Mondule This module provides additional analog telephone interfaces: • Two Wire • DTMF signaling (No rotary or Loop Disconnect) • Time Break Recall (No Earth Loop Recall) • Caller ID capable • Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal The IP400 Office Phone module is available in 3 versions, giving 8, 16 or 30 extensions. Telephones can be located up to 1km from the control unit. For extensions located "out-of-the-building" additional line protection will be needed. For more information on cabling and out of building guidelines, see the IP Office Installation Manual. • IP Office Phone Modules provide support for a variety of analog MWI methods. These methods are 51V Stepped, 81V, 101V and Line Reversal. The 101V method is only supported when using a Phone V2 expansion module. • Each analog port can support a device of maximum 1 REN. • On analog ports, call information is sent while the phone is ringing, and cannot be updated during a call or set on an outbound call (the phone may do a local match but this is not controlled by the IP Office). The primary purpose of displays is to give information about incoming calls. Where the Caller Display standard chosen supports the delivery of text (extension name) as well as the number, both are delivered. • An analog extension port can be set for external Paging operation. It does not operate like a normal extension and is connected to external equipment through an isolation device. The Port will always be busy so it cannot be called directly and can only be accessed by using a shortcode. When not receiving a Page the port will remain silent, when being paged the page tone is sent before the speech path is opened. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 33 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office Digital Station V2 Module This expansion module provides additional Digital Station (DS) ports for selected Avaya 2400, 4400, 5400, 6400, T3 (EMEA only) series phones and 3810 wireless phones (NA only). The IP400 Office Digital Station module is available in 2 variants; 16 or 30 extensions. • Telephones can be located up to 1km from the control unit. For extensions located "out-of-the-building" additional line protection will be needed. For more information on cabling and out of building guidelines, see the IP Office Installation Manual. • For systems where Direct Station Select (DSS) Units are being used, IP Office supports a maximum of: • Eight EU24 and or EU24BL per system. • Two XM24 units on each Digital Station expansion module, including the IP406 control unit, to a maximum of 10 XM24 units per system. • Two 4450 units on each Digital Station expansion module, including the IP406 control unit, to a maximum of 10 4450 units per system. • T3 DSS units. See the Telephones Section for specific limits on the number of each type of telephone supported on DS modules. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 34 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform IP400 Office So8 Module The IP400 Office So8 module provides 8 S-Bus interfaces for Basic Rate ISDN devices, such as video conferencing, fax servers or ISDN telephones. The IP Office So8 expansion module supports both point-to-point and point-to-multipoint connections. A maximum of 10 terminal endpoints identifiers (TEIs) are supported on each bus. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 35 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP400 Office WAN3 10/100 The IP400 Office WAN 3 10/100 module provides three WAN connections (X21, V35 or V24 via a 37way D Type socket and using an appropriate connector cable). Data rates of up to 2 Mbps are supported on each interface, the carrier providing the line dictates the actual operating speed i.e. in some territories the maximum speed may be limited to 1.544 Mbps. These WAN interfaces are identical to the single WAN connection provided as standard on the IP406 and IP412 platforms. The IP400 Office WAN3 connects to the control unit through the Local Area Network via a 10/100Mbps connection and does not use an expansion port on the control unit. Small Office Edition does not support WAN3. All other platforms support up to two WAN3 10/100 modules. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 36 15-601041 - Issue 14d (30th November 2006) 2. IP Office Platform IP400 Office Analog Trunk 16 This expansion module provides an additional sixteen Loop Start or Ground Start two-wire analog trunks. (Ground start trunks are not available in all territories) The first two trunks on the module which are automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted must be loop start for correct power fail operation. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 37 15-601041 - Issue 14d (30th November 2006) 3. Telephones Introduction to IP Office Telephones Avaya’s range of digital and IP telephones deliver advanced productivity-boosting features, including a large display and up to a 100-entry call log. They are designed to be a cost-effective choice for any business or contact center using IP Office and bring Avaya state-of-the-art technology directly to your desktop. These telephones deliver efficient service, superior voice quality, along with cutting-edge communications features such as screen labels for call appearance/feature keys to simplify user administration. IP Office is compatible with a wide range of wired Avaya telephones that were designed as part of other Avaya product ranges as well as the IP Office exclusive 5000 series phones. Compatible phones are as follows: Digital Stations (DS) – connecting via DS extension ports: • IP Office 5400 series (5402, 5410, 5420) • MERLIN MAGIX Integrated System 4400 series (4406D, 4412D+, 4424D+) in North America • Avaya Communication Manager 2400 series (2402, 2410, 2420) • Integral T3 digital series (Compact, Classic, Comfort) in selected European countries • DEFINITY 6400 series (6408D, 6416D+M, 6424D+M) IP Telephones (LAN) – connecting via Powered LAN (local or PoE) • IP Office 5600 series (5601, 5602, 5610, 5620, 5621) • Integral T3 IP series (Compact, Classic, Comfort) in selected European countries • Avaya Communication Manager 4600 IP series (4601, 4602, 4610, 4620, 4621, 4625) Wireless Telephones – connecting via a base station/access point • Avaya 3701 and 3711 IP DECT telephones • Avaya 3810 wireless 900 MHz telephone • Avaya 3616, 3620 and 3626 WiFi telephones • Avaya 20DT DECT telephone • Avaya TransTalk 9040 wireless 900 MHz telephone Avaya IP Office telephones fall into three categories; • Basic: 5402, 5601, 5602, 2402, 4601, 4602, T3 Compact • Regular: 5410, 5610, 2410, 4610, T3 Classic • Executive: 5420, 5620/1, 2420, 4620/1, 4625, T3 Comfort The following descriptions highlight both the common features and differences between models. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 39 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 5601, 4601 Telephones The 4601 supports the following features: Telephone Works on IP Office Works on IP Office and Communication Manager 5601 4601 Common Features: • Display: None. • Fixed Feature Buttons: 8 - Conference, Transfer, Drop, Redial, Messages, Hold, Volume Up, Volume Down. • Programmable Feature Buttons: 2 with single color indicator lamps. • Key Labels: Icons used on fixed feature keys. None on programmable feature keys. • Speakerphone: No. • Hearing Aid Compatible: Yes. • Message Waiting Indicator: Yes - also useable a ringing call alert indicator. • Personalized Ring Patterns: No. • Headset Socket: No, this phone does not support headset operation. • Embedded Applications: None. • Upgradeable Firmware: Yes. • Expansion: None. • Color: Multi-grey. • Power Supply: IEEE 802.11af Power over Ethernet (PoE) or individual Avaya power supply unit (1151). • Connect to: LAN using H.323 VoIP. • Mounting: Desk or wall mountable. • Adjustable Desk Stand: No. • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/B (VLAN) • SNMP Support: Yes. • IP Address Assignment: Dynamic IP address assignment only • Ethernet Ports: Single 10/100 BaseT Ethernet port. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 40 15-601041 - Issue 14d (30th November 2006) 3. Telephones 5402, 5602 SW, 2402, 4602 SW Telephones Telephone Works on IP Office 5402 5602 SW 2402 4602 SW Works on IP Office and Communication Manager *1 Common Features: • Display: 2 lines x 24 characters. • Fixed Feature Buttons: 10 - Conference, Transfer, Drop, Redial, Speaker, Messages, Hold, Mute, Volume Up, Volume Down. • Programmable Feature Buttons: • • DS Phones: 2 plus an additional 12 programmable feature keys can be accessed via the FEATURE key. • IP Phones: 2. Key Labels: Icons used on fixed feature keys. Display labels and icons used on 2 programmable feature keys. • Speakerphone: Listen-only handsfree speaker (no microphone). • Hearing Aid Compatible: Yes. • Message Waiting Indicator: Yes - also used as ringing call alert indicator. • Personalized Ring Patterns: Yes - 8. • Headset Socket: No, this telephone does not support headset operation. • Embedded Applications: None. • Upgradeable Firmware: DS Phones - No. IP Phones - Yes. • Expansion: None. • Color: Multi-grey. • Mounting: Desk or wall mountable. • Adjustable Desk Stand: No. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 41 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Requirements for 5402 and 2402: • Connect to: Digital Station (DS) port. • Power Supply: From phone system. Requirements for 5602 SW and 4602 SW: • Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 series). • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) • SNMP Support: Yes. • IP Address Assignment: Static or dynamic IP address assignment. • Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. • Auto-negotiation provided separately for each port. • 802.3 Flow Control. • Phone has priority over PC port at all times. *1: Early 2402 telephones can make and receive call but the display will not function. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 42 15-601041 - Issue 14d (30th November 2006) 3. Telephones 5410, 5610 SW, 2410, 4610 SW Telephones Telephone Works on IP Office Works on IP Office and Communication Manager 5410 5610 SW 2410 4610 SW Common Features: • Display: 5 lines x 29 characters (168 x 80 pixel 4-grayscale). • Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume Up, Volume Down. • Programmable Feature Buttons: • DS Phones: 12 - in 2 switchable display pages of 6 matching the 6 physical display buttons. • IP Phones: 24 - in 4 switchable display pages of 6 matching the 6 physical display buttons. • Key Labels: Icons used on fixed feature keys. • Speakerphone: Two-way hands-free speaker and microphone. • Hearing Aid Compatible: Yes. • Message Waiting Indicator: Yes - also used as ringing call alert indicator. • Personalized Ring Patterns: Yes - 8. • Headset Socket: Yes. • Embedded Applications: Speed Dial List (48) and Call Log (Missed, Incoming, Outgoing). Also WAP WML browser supported on IP phone models. • Upgradeable Firmware: Yes. • Expansion: None. • Color: Multi-grey. • Mounting: Desk or wall mountable. • Adjustable Desk Stand: Yes - Supplied with phone. Special Features for 5410 and 24120: • Messages Button: Dedicated button to collect voicemail. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 43 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Requirements for 5410 and 2410: • Connect to: Digital Station (DS) port. • Power Supply: From phone system. Requirements for 5610 and 4610: • Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 series). • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) • SNMP Support: Yes. • IP Address Assignment: Static or dynamic IP address assignment. • Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. • Auto-negotiation provided separately for each port. • 802.3 Flow Control. • Phone has priority over PC port at all times. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 44 15-601041 - Issue 14d (30th November 2006) 3. Telephones 5420, 5620, 5621, 2420, 4620, 4621, 4625 Telephones Telephone Works on IP Office Works on IP Office and Communication Manager 5420 5620 SW 5621 SW 2420 4620 SW 4621 SW 4625 SW Common Features: • Display: 7 lines x 29 characters. • Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume Up, Volume Down. • Programmable Feature Buttons: • • DS Phones: 24 - arranged in 3 switchable display pages of 8 matching the 8 physical display buttons. • IP Phones: 24 - arranged in 2 switchable display pages of 12 matching the 12 physical display buttons. Key Labels: Icons used on fixed feature keys. • Speakerphone: Two-way handsfree speaker and microphone. • Hearing Aid Compatible: Yes. • Message Waiting Indicator: Yes - also used as ringing call alert indicator. • Personalized Ring Patterns: Yes - 8. • Headset Socket: Yes. • Embedded Applications: Speed Dial List (104) and Call Log (Missed, Incoming, Outgoing). Also WAP WML browser supported on IP phone models. • Upgradeable Firmware: Yes. • Expansion: Supports the EU24 DSS expansion module (with additional Avaya 1151 power supply). • Color: Multi-grey. • Mounting: Desk or wall mountable. • Adjustable Desk Stand: Yes - Supplied with phone. Special Features for the 5420 and 2420: • Messages Button: Dedicated button to collect voicemail. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 45 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Requirements for 5420 and 2420: • Connect to: Digital Station (DS) port. • Power Supply: From phone system. Requirements for 5620 SW, 5621 SW, 4620 SW, 4621 SW, 4625 SW: • Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 series). • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) • SNMP Support: Yes. • IP Address Assignment: Static or dynamic IP address assignment. • Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. • Auto-negotiation provided separately for each port. • 802.3 Flow Control. • Phone has priority over PC port at all times. Special Features for 5621 SW and 4621 SW: • Display Backlight: The display has a backlight for improved contrast. Special Features for 4625 SW: • Color Backlight Display: The display is full color and has a backlight for improved contrast. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 46 15-601041 - Issue 14d (30th November 2006) 3. Telephones EU24 and EU24 BL Expansion Modules The EU24/EU24BL are phone expansion modules that work in association with a 5420, 5620/1, 2420, 4620/1, 4625 phones. They provide an additional 24 programmable buttons with associated display label and status icons. Only one EU24 can be used per phone. The EU24BL has a backlight and is for use with the 4621 and 5621 only. The EU24/EU24BL supports an additional 24 Call Appearance/Feature buttons, by displaying a column of 12 buttons at a time, with a dotted line separating the two columns. Common Features • 24 Programmable call appearance/feature keys. • Automatically labeled from the system (no paper labels). • Connects directly to the associated phone. • Requires an Avaya 1151 series power supply, even for IP phones already using Power over Ethernet (PoE). • IP Office supports a maximum of eight EU24/EU24 BL's on each IP Office system. Telephone EU24 EU24BL 2402/5402 2410/5410 2420/5420 4601/5601 4602/5602 4610/5610 4620/5620 4621/5621 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 47 15-601041 - Issue 14d (30th November 2006) IP Office Product Description T3 Series Phones T3 Telephone Range The T3 range of digital Upn and IP telephones provide European style with context sensitive displays and are available in select European countries only. T3 IP phones do not support direct media and require the use of a VCM channel for the duration of a call except when calling another T3 IP phone, see T3 Interworking. TThe number of simultaneous T3 IP phone calls is limited to the number of VCM channels available up to a maximum of 50. T3 Compact Common Features: • Display: 2 line with 24 characters alphanumerical plus one line icons • Fixed Feature Buttons: 3 keys with printed text labels and 2 for Audio Volume control • Programmable Feature Buttons: 3 keys with indicators and printed text labels, 2 keys with printed text labels • Speakerphone: full duplex handsfree speaker and microphone. • Hearing Aid Compatible: Through optional handset • Message Waiting and call log Indicator: Yes • Personalized Ring Patterns: Yes, 8 ring patterns • Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer; Alphanumeric entry via dialing keypad. • Color: Graphite grey or polar white. • Mounting: Desk or optional wall mountable. • Adjustable Desk Stand: No IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 48 15-601041 - Issue 14d (30th November 2006) 3. Telephones Features for T3 Upn only: • Upgradeable Firmware: No. • Optional Add-Ons: up to 3 DSS Modules, T3 Headset link for wired headsets only • Headset Socket: No • Connect to: Digital Station (DS) port. • Power Supply: From phone system. Features for T3 IP only: • Upgradeable Firmware: Yes • Headset Socket: Yes • Optional Add-Ons: No • Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit. • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) • SNMP Support: No. • IP Address Assignment: Static or dynamic IP address assignment. • Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch. • Auto-negotiation provided separately for each port. • 802.3 Flow Control. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 49 15-601041 - Issue 14d (30th November 2006) IP Office Product Description T3 Classic Common Features: • Display: graphical, 4 lines x 26 characters • Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume control • Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 4 programmable keys with printed text labels • Speakerphone: Two-way handsfree speaker and microphone. • Hearing Aid Compatible: Through optional handset • Message Waiting and call log Indicator: Yes • Personalized Ring Patterns: Yes, 8 ring patterns. • Headset Socket: no • Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer; Alpha entry via dialing keypad. • Optional Add-Ons: T3 Headset link for wired headsets only • Color: Graphite grey or polar white. • Mounting: Desk • Adjustable Desk Stand: Display adjustable IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 50 15-601041 - Issue 14d (30th November 2006) 3. Telephones Features for T3 Upn: • Upgradeable Firmware: No. • Optional Add-Ons: up to 3 DSS Modules • Connect to: Digital Station (DS) port. • Power Supply: From phone system. Features for T3 IP: • Upgradeable Firmware: Yes. • Optional Add-Ons: up to 3 DSS Modules with AEI/Headsetlink, • Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit. • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) • SNMP Support: no. • IP Address Assignment: Static or dynamic IP address assignment. • Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch. • Auto-negotiation provided separately for each port. • 802.3 Flow Control. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 51 15-601041 - Issue 14d (30th November 2006) IP Office Product Description T3 Comfort Common Features: • Display: graphical 17 lines x 40 characters, Integrated keyboard • Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume control • Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 6 preprogrammed keys with printed text labels, 10 user programmable keys with associated display labels • Speakerphone: Two-way handsfree speaker and microphone. • Hearing Aid Compatible: Through optional handset • Message Waiting and call log Indicator: Yes • Personalized Ring Patterns: Yes, 8 ring patterns. • Headset Socket: No • Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer • Optional Add-Ons: T3 Headset link for wired headsets only • Color: Graphite grey or polar white. • Mounting: Desk • Adjustable Desk Stand: Display adjustable IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 52 15-601041 - Issue 14d (30th November 2006) 3. Telephones Features for T3 Upn: • Upgradeable Firmware: No. • Optional Add-Ons: up to 3 DSS Modules • Connect to: Digital Station (DS) port. • Power Supply: From phone system. Features for T3 IP: • Upgradeable Firmware: Yes. • Optional Add-Ons: up to 3 DSS Modules with AEI/Headsetlink, • Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit. • Codecs: G.711, G.729a/b. • QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) • SNMP Support: No. • IP Address Assignment: Static or dynamic IP address assignment. • Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch. • Auto-negotiation provided separately for each port. • 802.3 Flow Control. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 53 15-601041 - Issue 14d (30th November 2006) IP Office Product Description T3 DSS Expansion Modules The T3 DSS Module is a phone expansion module that is compatible with all T3 Upn and T3 IP Telephones except the T3 IP Compact. Each module provides an additional 36 programmable buttons with associated printed text labels and indicators, and can be programmed for lines, groups or speed dial numbers. 3 DSS Modules can be added to each T3 phone. Power is provided by T3 Upn telephones, but an external power adapter is needed for each DSS module when used on T3 IP telephones. IP Office 406 and 412 support a maximum of 30 T3 DSS modules across any expansion module, while Small Office Edition supports 10 Interworking T3 IP telephones with other Avaya telephones and endpoints It is not possible to mix both Avaya T3 Upn and Avaya 5400/2400 series telephones on the same IP Office system. The Avaya T3 Telephones are compatible with different Avaya telephones and endpoints and use Voice Compression Channels (VCMs) according to the following table. From To Method T3 IP telephone T3 IP Telephone T3 relay media stream, no VCM IP DECT 3700 series telephone 2 VCM channels PhoneManager Softphone 2 VCM channels Analog or ISDN or digital telephone 1 VCM channel Connection across the Small Community Network 2 VCM channels IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 54 15-601041 - Issue 14d (30th November 2006) 3. Telephones Mobility Solutions Avaya Mobility Solutions Avaya IP Office Mobility Solutions include analog, digital and IP-based WiFi wireless phones. These are solutions employees can use every day to work more effectively and be more responsive to customers — all while increasing revenues and keeping communication costs firmly under control. Also, Avaya IP Office Mobility Solutions integrate seamlessly with IP Office, enhancing each customer’s investment. IP Office's in-building Mobility Solutions improve communication with staff that, because of the function they perform, are mobile within the workplace. Using wireless technology, such individuals may be instantly contactable, with many obvious benefits; • The wireless 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 through planned radio coverage with no blind spots Avaya Mobility Solutions IP Office supports the following wireless solutions: • DECT in the EMEA and APAC regions. • Digital Wireless North American market. • Avaya VoIP Wi-Fi Solution offered worldwide. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 55 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Mobility - Avaya IP DECT Avaya IP DECT The IP DECT solution delivers the productivity-boosting benefits of IP and wireless communications across multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users. This system also supports users in different offices connected via a WAN. The Avaya IP DECT solution radio fixed part (RFP) or base station connects to the IP Office using an IP protocol based on H.323. The Avaya IP DECT solution supports up to 120 handsets and 32 base stations. Each base station can be powered over the LAN using the Power over Ethernet (PoE) standard. Each indoor base station can also optionally be connected to main power via an external power adaptor. Each outdoor base station can only be powered using PoE - no individual power supplies are available to power the outdoor IP DECT base station. This system supports the 3701 and 3711 handsets. The 20DT handset is also supported, but with minimal functionality – a special version of Message Waiting Indication is supported, but other features are not. For example: Access to the system directory will not work on the 20DT handset when used with this new solution. Avaya recommends that for new deployments, for full feature functionality the 3711 handset be used with the IP DECT solution. Each Base station has the following features: • 8 simultaneous Voice and up to 12 Signaling Channels. • Codec G.711, G.723, G.729 for base station IP trunk connection. • Handover While in motion, the handset performs continuous measurements to determine which IP DECT base station has the strongest signal. The one that can be best received is defined as the active Base station. To prevent the handset from rapidly switching back and forth between two base stations that are equally well received, threshold values are used. Handover between base stations occurs seamlessly whether a call is active or not. • DECT Networking An IP DECT telephone can travel from one office to another which is connected over a wide area network (WAN) link and make and take calls. In this scenario the main IP DECT controller remains at one “headquarters” location. Given the degree of integration available to wireless users with DECT, there are a variety of means by which calls can be routed to wireless handsets: • DDI/DID Since each wireless 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. • Hunt Group compatibility Wireless handsets may be programmed as members of groups and answer calls in the same manner as any other extension within that group. • Group working Wireless handsets may be programmed as members of groups and attract calls in the same manner as any other extension within that group. DECT handsets must NOT be configured into collective groups. • Divert destination Users may initiate any or all diverts from an Avaya desk phone to a wireless handset. • Twinning Added in IP Office 3.1, twinning allows calls to a user main extension number to alert at both that extension and a secondary extension. Though not restricted to DECT, this feature is aimed primarily at users who have both a desk phone and a wireless extension. Calls from the secondary twinned extension are presented as if from the users main extension. Presentation of call waiting and busy is based on whether either of the twinned extensions is in use. • Phone Manager and CTI Because of the mobility management part of the IP DECT solution, IP Office does not control the call state to each DECT phone directly. For this reason, Phone Manager and TAPI cannot be used with IP DECT extensions IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 56 15-601041 - Issue 14d (30th November 2006) 3. Telephones Avaya IP DECT System licensing For this system, a license is necessary for even basic functionality. This license is called the Avaya IP Office IP DECT Mobility Manager license. This license is entered through the main base station (ADMM) and is NOT entered through the IP Office System manager. A feature key server is NOT necessary to enable the IP DECT functionality. No separate PC or software is required with this system. The Avaya IP DECT system is sold in bundles that are supplied complete with the licenses for new installs. For new installations the bundles will be the only license related items that should be purchased, along with the requisite numbers of telephones and base stations. Additional upgrade licenses are available for systems that need to expand their current coverage or capacity. IP DECT Capacities Feature IP DECT Maximum handsets 120 Maximum base-stations 32 Total base-stations/repeaters 32 Maximum simultaneous calls 100* *May be limited by the available VCM voice compression channels for calls to non-IP destinations. Mobility - 900MHz Digital Wireless The Avaya Digital Wireless uses the 902 to 928 MHz ISM (Industrial, Scientific, and Medical) band. Unlike some other in-building wireless systems, there are no airtime charges, and no license is required. This handset uses digital radio technology and spread-spectrum frequency hopping to provide extremely secure wireless communications. The Avaya 3810 wireless telephone is a digital telephone designed to work with IP Office (minimum release 2.0). 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 5 Avaya 3810 wireless handsets can be used in the same zone of radio coverage, 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 57 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Mobility - WiFi (802.11) The Avaya IP Wireless solution offers an advanced Voice over IP (VoIP) client for wireless networks. This solution allows SME's to take advantage of the cost savings and simplified management of a converged voice and data infrastructure. Avaya 3616, 3620 and 3626 phones are optimized for Avaya IP telephony and emulate the wired 4606 IP Telephone. They work in conjunction with the Avaya Voice Priority Processors (10, 20 and 100) to ensure voice quality over Wireless LAN's. 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. 3616 , 3620 and 3626 telephones are available for direct sequence 802.11b Wi-Fi networks. These phones are also field upgradeable through external TFTP clients (not included), so telephones can be updated with new protocols, features, and capabilities as they become available. 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. Wireless IP Terminals Users can have a choice of 3 WiFi phones to meet their in building mobility needs; • Avaya 3616 supports a broad range of enterprise applications and is ideally suited for general office, financial or hospitality industries. This compact handset offers a high-resolution graphic display and menu driven functions. • Avaya 3620 is specifically designed to meet the needs of the healthcare vertical. The 3620 comes standard with a backlit display. • Avaya 3626 is an extremely durable handset for workplace applications in industrial environments. This phone is easy to use and requires minimal training. Push-to-talk functionality is also available for broadcast communication between employees, eliminating the need for two-way radios or walkie talkies. The large earpiece seals out background noise and provides comfort for frequent or lengthy calls. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 58 15-601041 - Issue 14d (30th November 2006) 3. Telephones Avaya Voice Priority Processors The Avaya Voice Priority Processor (AVPP) is an Ethernet LAN appliance that works with access points to provide Quality of Service (QoS) on the wireless LAN. All packets to and from the wireless phones pass through the AVPP and are encapsulated for prioritization as they are routed to and from IP Office. AVPP is fully compliant with the IEEE 802.11 and 802.11b standards. AVPP is required for QoS because the current IEEE 802.11b wireless LAN standard provides no mechanism for differentiating audio packets from data packets. The following AVPPs are available to meet customer needs: • AVPP100: Serves 80 calls simultaneously. • AVPP020: Serves 20 powered-on handsets. • AVPP010: Serves 10 powered-on handsets. Wireless Access Points When using the Avaya Wireless IP solution, customers can utilze wireless access points from various vendors. The list of compatible wireless access points is large and constantly growing. Please visit http://www.spectralink.com/consumer/support/index.jsp and select “WLAN Compatibility List” for the latest information. Benefits • Supports the 802.11b standard for Wi-Fi networks converging voice and data over a single network. • Seamless integration with IP Office. • Excellent voice quality on converged wireless networks. • Lightweight, durable handsets specifically designed for workplace use. • Improved display, battery life, processor power all with lower costs. • Increased range of AVPP's to address the needs of diverse construct sizes. • 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. Avaya IP Wireless Telephony Solution (AWTS) Open Application Interface (OAI) Gateway The AWTS Open Application Interface (OAI) Gateway enables third- party software applications to communicate with the Avaya IP Wireless Telephones. This serves as a two-way messaging device. Many companies provide applications that interface to your in-house paging systems, email, and client-server messaging. Other vendors with complementary systems such as nurse call, telemetry, alarm, and control system manufacturers are currently developing applications to interface with the Avaya IP Wireless Telephone solution. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 59 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 3616 Wireless Telephone The Avaya 3616 IP Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323. The 3616 supports the following features: • Lightweight innovative design . • Simple to use. • 802.11b standard-compatible. • Radio Frequency 2.4000 – 2.835 GHz (SMI). • Transmission type Direct Sequence Spread Spectrum (DSSS). • FCC certification Part 15.247. • Management of telephones via DHCP and TFTP. • Voice encoding G711. • Transmit Power 100mw peak, <10mW average. • Wired Equivalent Privacy (WEP), 40bit and 128 bit. • 2x16 character alphanumeric, plus status indicators. • 4 hours talk time and 80 hours standby. 3620 Healthcare Wireless Telephone The Avaya 3620 IP Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323. The 3620 supports all of the features of 3616 with the following differences: • Designed for health care environments • Waterproof durable design. • Display Backlight: • Manufacturer’s Liquid damage warranty IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 60 15-601041 - Issue 14d (30th November 2006) 3. Telephones 3626 Ruggedized Wireless Telephone The Avaya 3626 Wireless Telephone is a WiFi standard (802.11b) telephone that runs using H.323. The 3626 supports all of the features of 3616 with the following differences: • Designed for industrial environments. • Ruggedized durable design. • Push-to-talk (walkie-talkie) feature for broadcast communications between employees. Note: 3626 supports both R1.0 and R2.0 firmware on the set itself. However, as of R3.1 of IP Office, only 3626 phone R1.0 firmware is supported. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 61 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 3701 IP DECT Telephone This handset is supported on the Avaya IP DECT system only. • Listen-only handsfree speaker. • SOS Emergency key for speed dialling an emergency number. • Information key that can be used for: • Phone number lists and voice mail indication. • Information and speaker key flash when active. • 50 phone book entries in every handset • 10 possible ring tones with temporary mute. • 4-level signal strength display. • Speaker and handset volume, 3-levels and mute capability. • Manual and automatic key lock (1 minute timer). • Temporary ring tone muting. • Silent charging. • 12 menu languages: Czech, Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Portuguese, Spanish and Swedish. However, in the Czech and Norwegian language mode some menu items may appear in the English language. • Illuminated 3-line graphic display (96 x 33 pixels), variable 3-level contrast. • Stand-by time: up to 200 hours. • Talk time: up to 20 hours. • Charge time: max. 6 hours for empty batteries. • Weight: 138 grammes including 3 AAA (NiMH) batteries. • Dimensions (Height x Width X Depth): 146 x 55 x 28 mm. Optional telephone accessories include: • Desktop charger. • An adapter cord for use with headsets. • Heavy-duty belt clip. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 62 15-601041 - Issue 14d (30th November 2006) 3. Telephones 3711 IP DECT Telephone This telephone is supported on the Avaya IP DECT system only. The 3711 phone supports the same features as the 3701 IP DECT handset but with the following differences: • Full hands-free speakerphone operation. • Headset connection (2.5 mm jack). • Vibrating alarm. • Personal phone book with 100 entries • Access to system phone book. • Voice Mail indication. • Choice from 30 ring tones. • Speaker and handset volume, 7-levels and mute capability. • Automatic call pick-up using a headset. • 10 menu languages: Danish, Dutch, English, Finnish, French, German, Italian, Portuguese, Spanish and Swedish. • Illuminated 5-line graphic display, (96 x 60 pixels), variable 7-level contrast. Optional handset accessories include: • Desktop charger. • An adapter cord for use with headsets. • Heavy-duty belt clip. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 63 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Digital Wireless 3810 Telephone Features • 2-line, 32 character Handset Liquid Crystal Display (LCD). • 10 hours of talk time, and 4 days of standby time. • 4 displayed operation modes indicating Talk, Ringer On/Off, Battery Low, and Message Waiting. • Single button access to fixed features – Hold, Transfer, Conference, and Redial. • 4 programmable buttons to access features on the PBX. • 20 Number Memory for quick and easy speed dialing • 10 channels, supporting up to 10 simultaneous conversations in overlapping radio coverage areas. • Headset jack. • Ringer and Handset volume control. • User selectable ring type. • Vibrate alert. • Redial Button • Base Unit and Charger Unit. The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office from release 2.0 and above by connecting to a Digital Station (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. A maximum of 5 Avaya 3810 wireless handsets can be connected to the same IP Office in any overlapping radio coverage area. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 64 15-601041 - Issue 14d (30th November 2006) 3. Telephones The Avaya 3810 is delivered as a single unit containing: • Base Unit. • Handset. • Telephone Cord. • Base Unit Power Supply Adapter. • Charging Stand Power Supply Adapter. • Rechargeable Battery. • Belt Clip. • Charging Stand. • User & Installation Guide. • Wall Plate Adapter. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 65 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Other Ranges Other Ranges of Telephones Compatible with IP Office Avaya has a wide range of communication products so we do our best to support as many telephones from other Avaya product families established in the global market such as MERLIN MAGIX and DEFINITY. 4400 Series 4406D Telephone This range of telephones are only available in North America. The 4406 supports the following features: • 6 Programmable call appearance/feature keys with twin lamps. • 8 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down, Conference, Transfer, Redial. • 2 x 16 Character Display. • Message waiting indicator. • Two-way handsfree speaker phone. • Hearing aid compatible. • Optional wall mounting/desk stand. • Connects to an IP Office DS (Digital Station) port. Note that this telephone does not support integrated directory access on the IP Office. This phone does not support personalized ringing. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 66 15-601041 - Issue 14d (30th November 2006) 3. Telephones 4412D Telephone This range of telephones are only available in North America. The 4412 supports all of the features of the 4406 with the following differences: • 12 Programmable call appearance/feature keys with twin lamps. • 12 Programmable feature keys without lamps (not suitable for call appearance features). • 4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), & Exit. • 4 Display Soft Keys below the Display. • 8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up/Down. • DSS port to support 2 DSS4450 adjuncts; Auxiliary power required. • 2x24 Character Display. • Two-way handsfree speaker phone. • Optional wall mounting/desk stand. • Connects to an IP Office DS (Digital Station) port. Note: A maximum of twenty-seven 4412D telephones are supported on the DS30 (version 2) expansion module at PCS level 5. Earlier DS30 expansion modules will only support sixteen of these telephones. This phone does not support personalized ringing. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 67 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 4424D Telephone This range of telephones are only available in North America. The 4424D supports all of the features of the 4406 with the following differences: • 24 Programmable call appearance/feature keys with twin lamps. • 8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down. • 4 Display Soft Keys below the Display. • 4 Display Navigation Keys, right of the display: Menu, Previous (<), Next (>), & Exit. • DSS port to support 2 DSS4450 adjuncts. Auxiliary power required. • 2 x 24 character display. • Connects to an IP Office DS (Digital Station) port. Note: A maximum of twenty-four 4424D telephones are supported on the DS30 (version 2) expansion module at PCS level 5. Earlier DS30 expansion modules will only support sixteen of these telephones. This phone does not support personalized ringing. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 68 15-601041 - Issue 14d (30th November 2006) 3. Telephones DSS4450 Unit The DSS4450 works in association with the 4412D and 4424D telephones, each of which can support up to two DSS4450 adjuncts. Each DSS4450 provides an additional 60 programmable keys with single red lamps except for the bottom two rows that have green lamps. The DSS4450 requires an auxiliary Avaya power supply unit and must be used with the cables supplied. IP Office supports a maximum two 4450 units on each Digital Station expansion module, including the 406 V2 control unit. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 69 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Analog Telephones Analog Telephones/POTS As well as providing a lower cost alternative to system specific telephones, analog telephones can still deliver a high degree of functionality on IP Office. They are particularly appropriate in applications where users require lower entry costs and can be used with Phone Manager for a high proportion of call control. Analog telephones that are compatible with caller display functionality can display the telephone number of the calling party if available. Simple programming of IP Office can convert that numeric display in to the company name associated with that number. Feature activation by analog telephones is via short codes. IP Office is pre-programmed with a default set of short codes but these can be changed to mimic a legacy telephone system as required. Avaya would like to stress that although most analog phones will work on IP Office - Avaya cannot guarantee that all analog phones in every region of the world will work on the IP Office. • Analog phones connect to IP Office via ports marked PHONE ports. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 70 15-601041 - Issue 14d (30th November 2006) 3. Telephones Avaya 6200 Analog Telephone (North America) The 6200 range of telephones are single-line analog phones that require one tip and ring pair for operation. This series of telephones have a Ringer volume control on the side of the telephone and a Handset volume control on the front of the phone. They use DTMF dialing only and support the Positive Disconnect function. In addition, these phones have a Message light, a recall button that allows access to system features, a redial button that allows automatic redial, a hold button with a single associated light, and a data jack on the rear of the telephone. The 6219 phone adds 10 programmable dialing buttons and the 6221 phone adds a built-in speakerphone with mute capability. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 71 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Feature Table Analog Telephone Features 6211 6219 6221 Programmable buttons (10 buttons) Program Keylock Pause Redial Speaker Flash Hold (with indicator light) System Hold Mute Handset Volume Control Ringing Volume Control (3 position) Ringing Patterns (2) Personalized Ringing Message Waiting Light Desk/Wall Mount Data Jack Colors White/Grey White/Grey White/Grey Ringer Equivalency 0.7A, 1.6B 0.5A, 1.5B 0.5A, 1.5B Hearing Aid Compatible Positive Disconnect DTMF Dialing Specialty Handset Support IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 72 15-601041 - Issue 14d (30th November 2006) 3. Telephones Interquartz Gemini Phones (EMEA and APAC) Avaya have tested the new generation Interquartz Gemini analog telephones with IP Office to ensure that telephone and system are compatible. The Gemini phones offer good value for money without compromising on quality. Their stylish design and rugged build quality make them a popular choice for buyers on a limited budget. For sales enquiries and product information contact Interquartz at [email protected] Basic telephone 9330-AV • Visual Message Waiting Indication. • Locking mute button with LED indicator. • Last number redial. • Recall button. • Ringer volume adjust. • Ringer indicator light. • Wall mountable - no additional bracket required. • Hearing aid compatible. • Rubber feet to minimize slippage IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 73 15-601041 - Issue 14d (30th November 2006) IP Office Product Description CLI Feature phone 9335-AV All features of 9330-AV plus: • Caller ID with 80 memories (shows date, time & new/repeat/answered/unanswered calls) . • Large 3 line LCD display. • IP Office feature activation through programmable keys. • 100 name and number personal directory. • 20 lockable direct access memories. • Full hands-free working. • Headset port. • Switchable Time Break Recall 100 / 200 / 300 / 600 ms. • Call timer. • Alphanumeric keypad. • Last number redial with 5 memories. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 74 15-601041 - Issue 14d (30th November 2006) 3. Telephones Hotel Phone 9281-AV • Removable inlay card for personalized logo printing. • Triple standard message waiting light (high voltage, reverse polarity and voltage drop). • 10 non-volatile memories. • Ringer indicator light. • Ringer volume and pitch adjustment. • Last number redial & Recall button. • Hearing aid compatible. • Wall mountable – no additional bracket required. • ELR/TBR switchable. • MF Only. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 75 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Headsets Headsets Avaya offers ergonomically designed communication headsets and amplifiers for the Avaya IP Office telephones. This full line of professional and contact center solutions set the standard in sound quality and durability. Avaya headsets are designed for maximum, all-day comfort and are available in styles that suit nearly any wearer and any usage pattern. Whether you want the freedom to communicate hands-free while working at your desk, or the ability to roam while talking, you will find a solution that suits your individual needs. To view the full range of Avaya headsets: 1. Go to http://www.avayaheadsets.com/. 2. Identify the IP Office telephone you are using. 3. Choose an amplifier based on compatibility and features. 4. Choose the style of headset that best suits your needs. For instance, noise-canceling headsets are great in a busy office or when using VoIP telephones. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 76 15-601041 - Issue 14d (30th November 2006) 3. Telephones Summary Summary All Avaya telephones are designed to ensure that features and functions are easily accessible to the user ensuring that, through ease of use, the full benefits of the system are delivered to the desktop. With release 3.1, Avaya is introducing a new series of DECT telephones – the 3701 and 3711 handsets. Additionally, a new series of telephones is being introduced in EMEA – the Avaya T3 Upn series of phones. The telephones listed below are the preferred and premier range of telephones for use on the IP Office. These telephones are sold worldwide in every country that the IP Office is available. This telephone range consists of both digital and IP telephones. IP Office worldwide digital phones: IP Office worldwide H.323 IP phones: • 5402 Telephone. • 5601 IP Telephone. • 5410 Telephone. • 5602SW IP Telephone. • 5420 Telephone. • 5610 IP Telephone. • 5620 IP Telephone. In addition to the telephones above, the IP Office supports a wide range of phones as listed below. However, note that some of those phones are only available in certain countries and regions. North America and CALA EMEA and APAC • 4406D Telephone. • 20DT DECT Telephone. • 4412D Telephone. • T3 Compact (Upn). • 4424D Telephone. • T3 Comfort (Upn). • 4450 DSS Unit. • T3 Classic (Upn). • 9040 Wireless Telephone.* • 3701 IP DECT Wireless Handset. • 3810 Wireless Telephone. • 3711 IP DECT Wireless Handset. • Interquartz Gemini 9281-AV, 9330-AV and 9335-AV analog telephones. Phones supported worldwide in addition to 5400 Series. H.323 IP phones supported worldwide in addition to the 5600 Series. • 2402 Telephone. • 4601 IP Telephone. • 2410 Telephone. • 4602 IP Telephone.* • 2420 Telephone. • 4602SW IP Telephone. • 6408D Telephone. • 4606 IP Telephone.* • 6416D Telephone. • 4610 IP Telephone. • 6424D Telephone.* • 4612 IP Telephone.* • XM24 DSS Unit. • 4620 IP Telephone. • EU24/EU24BL DSS Unit. • 4624 IP Telephone.* • Analog Telephones**. • 4625 IP Telephone.* • 3616 Executive Wireless (WiFi) Phone. • 3620 Healthcare Wireless (WiFi) Phone. • 3626 Ruggedized Wireless (WiFi) Phone. • For maximum cabling distances please refer to the IP Office Installation Manual. • IP Office does not support SIP telephones in R3.1 or earlier releases. • Those phones that support handsfree operation are intended for individual use only, not for group and conference room operation. *These phones are no longer available as new from Avaya but are still supported by Avaya IP Office R3.1. **Avaya does not guarantee that all analog phones will work in every region, however most analog phones will work on the IP Office. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 77 15-601041 - Issue 14d (30th November 2006) 4. Features Telephony Functions & Call Handling IP Office provides a comprehensive telephony feature set to enable a fast and efficient response to a telephone call. Features such as Caller ID display and call tagging allow employees to see who is calling and who they are calling before they pick the call up. Client information can even be 'popped-up' on the user's PC. For those who are not tied to a desk, Wireless handsets and twinning offer mobility around the office. For those out of the office, be it on the road or working from home, comprehensive and easy to use call forwarding facilities, PC Softphone and a remote access service allow them to remain in telephone contact and access centralized resources at all times. Incoming calls can be efficiently handled using either Direct Dialling (DDI/DID) or dedicated operators. For out of hours calls or times when you just can't take calls, IP Office provides voicemail and optional Auto-Attendant services. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 79 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Basic Call Handling Tones IP Office generates the correct user tones for the geography. These tones are generated for all IP Office extension types, analog, digital and IP. Supported tones are: • Dial, both primary and secondary depending on geography • Busy • Unobtainable • Re-order • Conferencing tone depending on geography Caller ID Feature • Display of the caller’s number on incoming calls, where supplied by the service provider. • Sending of calling number on outgoing external calls. Benefit • Confirmation and recognition of who is calling. • Storage of Caller ID numbers for return calls. • Directory name matching to Caller ID numbers. • Screen-Popping customer records in compatible applications. Description Where supplied by the service provider, the IP Office can receive and use the callers Caller ID. The Caller ID is passed through to the answering phone or application and is included in any call log or history supported by the phone or application. If the Caller ID matches a number in the IP Office's Directory, the matching directory name is shown instead of the number. Where IP Office Phone Manager, or the TAPI service is used to link to database software on the users PC, it is possible to have an automatic query performed on the supplied Caller ID and have the caller’s record in front of the user before the call is answered. For outgoing calls the IP Office can insert a system wide Caller ID or set a flag to have Caller ID withheld. For users with a direct dial number routed to their extension, that direct dial number is also used as their Caller ID for outgoing calls. Alternatively short codes can be used to specify the Caller ID that should be sent with outgoing calls. Note that the sending and receiving of Caller ID is subject to the service provider supporting that service. The service provider may also restrict which numbers can be used for outgoing Caller ID. 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 timeout set by the system's administrator. See also Park. Toggle Calls Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system, presenting them one at a time to the user IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 80 15-601041 - Issue 14d (30th November 2006) 4. Features Hold Call Waiting Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press. Hold Music (Music on Hold) The IP Office system supports a single source of music on hold, either internal or external. The internal source uses a .WAV file saved either in volatile memory, or on the optional memory card in a Small Office Edition or IP 406. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds. External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units. Park As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user. The call park facility is available through the user's telephone, Phone Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number. For convenience Phone Manager has 4 pre-defined park buttons. On digital phones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved. There is a system configurable timeout that determines how long a call may remain parked before it is represented to the extension that originally parked the call. Automatic Callback Feature • When calling an extension that is busy, set the system to call you when the extension becomes free. This feature is also called "Ringback When Free". • When calling an extension that just rings, set the system to call you when the extension is next used. This feature is also called "Ringback When Next Used". Benefit • Carry on with other work and let the system initiate a call for you when the extension becomes available. Description Depending on the type of phone a user has, call back when free is accessed by dialing a short code while listening to internal busy tone, selecting an option from an interactive menu or pressing a programmed DSS/BLF key. Callback when free can also be activated from Phone Manager. You can also set a callback when free or a callback when next used using a short code without attempting a call. Note that a user can only have one automatic callback set at any one time. This feature is supported across the IP Office Small Community Network. Direct Inward Dialing (DID) This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to what ever number is needed by the business, within limits In North America, T1 circuits are required for DID. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 81 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Transfer Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or external public number. The caller is placed on hold while the transfer is performed. If the phone is put down before the destination has answered, the original caller will be automatically transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer. This is called a Supervised Transfer. Unless restricted by the system administrator, the IP Office makes no differentiation between internal or external call transfers. Distinctive and Personalized Ringing The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or external. This feature is called 'distinctive ringing'. For analog phones the distinctive ringing sequences used are adjustable. For digital and IP phones the distinctive ringing sequences are fixed as follows; • Internal Call: Repeated single-ring. • External Call: Repeated double-ring. • Ringback Call: Single ring followed by two short rings. This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and voicemail ringback calls. This feature is supported across the IP Office Small Community Network Personalized Ringing In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone's ring. On many Avaya digital phones, the ringer sound can be personalized. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on all types of telephones. Message Waiting Indication Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user, either in a personal voice mailbox or in a group mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off. All Avaya digital and IP phones all have in-built message waiting lamps, and the IP Office Phone Manager application provides message waiting indication on screen For analog phones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected from the IP Office Manager application when configuring a system to match the properties of the analog phones. Note that the 101V signaling is only available on version 2 IP400 Phone 8, 16 and 30 modules, not on the IP406 system unit. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 82 15-601041 - Issue 14d (30th November 2006) 4. Features Advanced Call Handling Advanced Call Handling Description In larger businesses or businesses with greater reliance on the telephone for internal and external communications some of the more advanced features will improve efficiency and customer service. Features like Pick-Up which permit users to take a call for a colleague who is temporarily away from their desk, of Absence Text which can quickly give information to internal callers about a person's availability. Absence Text Feature • Display a text message on the user's phone and IP Office Phone Manager application. • Display the same message on other internal phones and IP Office applications when calling the user. Benefit • Inform other internal users of your current status and likely availability. Description Any user can set Absence Text on their phone, even users of standard analog phones, but it can only be displayed on selected display phones, Phone Manager and SoftConsole that call the user. Most supported feature phones give the option of adding some text, for example, “At lunch until 16:00”. When a user has an absence text message set, call processing is not affected to the user and they still have the choice of using features like Do Not Disturb or Forward on No Answer as appropriate. Phones that support the interactive setting of Absence Text will also display it on the users own phone for the benefit of people who come to their desk. There are 10 predefined strings for Absence Text: • None (no text message) • "On vacation until" • "Will be back" • "At lunch until" • "Meeting until" • "Please call" • "Dont disturb until" • "With visitors until" • "With cust. til" • "Back soon" • "Back tomorrow" • Custom All may have additional text entered, eg message 4 plus 10:00 will show "Meeting until 10:00" and the text strings are localised to the system language This feature is supported across the IP Office Small Community Network. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 83 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Call Tagging Feature • Display a text message on the user's phone, or Phone Manager application, when a call is presented to it. Benefit • Provide additional information about the call. Description This feature is used to provide additional information about the call to the targeted user before they answer it. Call Tagging may be used when transferring a call from Phone Manager or Soft Console to give caller info if the user doing the transfer is not able to announce the call. It is possible to add a tag to a call automatically using CTI and IP Office Voicemail Pro. On some telephones, displaying the Tag may mean that it is not possible to display the usual call source and target information. Reclaim Call Feature • The ability to recover, or reclaim, the last call that was at your phone but is now ringing or is connected elsewhere. Benefit • If you just miss a call and it goes to voicemail or call coverage, you can get the call back while it is still being presented or connected through IP Office Description This is a special version of the Acquire Call feature that only applies to the last call at your extension. Hunt Group Enable/Disable Feature • The ability for a user to enable or suspend their membership of Hunt Groups. Benefit • A user may need to temporarily join or leave individual hunt groups, for example to cover a peak of calls without changing the system programming. Description A team supervisor or administrator may not usually take calls for a team but at times of high traffic they may join the group to take calls and when the peak is over leave the group to resume their regular tasks. To use this feature the User must be configured as a member of the Hunt Group by the systems administrator, it is not possible for a User to arbitrarily join a Hunt Group that they have not been identified as a member of. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 84 15-601041 - Issue 14d (30th November 2006) 4. Features Call Waiting A User may not want people calling them to receive busy tone if they are already on another call, but have the call receive ring tone and have some kind of alert that there is a call waiting. The user can then decide to finish or hold the current call and answer the one that is waiting. The amount of information that is available about the call that is waiting depends on the type of phone the user has, or if they are using Phone Manager. As Call waiting tone can be disruptive it is possible to turn the feature on or off and even suspend it for a single call – useful for conference calls. Do Not Disturb (DND) This is the ability to temporarily stop incoming calls ringing at a user's telephone. It will prevent the user from receiving Hunt Group calls and give direct callers either voicemail (if enabled) or a busy signal. This feature can be enabled/disabled from the phone or via the Phone Manager application. It is possible to have some calls bypass the DND setting and ring the phone. For example a manager might have their secretary’s extension number on the DND exceptions list. The exceptions list can be easily managed by the Phone Manager application. Both internal and external numbers can be on the exception list. Dial Plan IP Office has a very flexible numbering scheme for extensions, hunt groups and feature commands. While the system has default numbering for feature codes and extensions, they can all be re-defined. Default extensions and hunt groups have 3 digit numbers starting at 200 but these can be changed from 2 to 9 digits through the IP Office Manager application. There is a default set of feature access “short codes,” but these can be changed to what ever the end user requires, within limits. This is useful for example, if IP Office is replacing a system where DND was accessed by dialling *21, it is possible to change the IP Office Short Code to mimic the code of the replaced system. In certain countries IP Office can support a Secondary Dial Tone when an access digit is dialled, though this limits some functionality like least cost routing (LCR). IP Office can also be configured to work without line access digits, by analyzing digits as they are dialled and determining if they are for an internal number or should be sent out on a line – this is valuable in SOHO installations where users will not necessarily be used to dialling an access digit for an outside line. Paging All Avaya digital and IP phones supported on the IP Office that have loudspeakers can be used to receive broadcast audio messages without having to install a separate paging system. Paging can be to individual phones or groups of phones. Analogue extension ports can be configured for connection to external overhead paging systems, usually through an adapter, such that a port can be included in a paging group to permit mixed phone and overhead paging. Some Avaya digital and IP phones are able to answer a page by pressing a key while the page is going on, this terminates the page and turns it into a normal call. This feature is supported across the IP Office Small Community Network Intrude The Call Intrude feature allows a user, if permission through IP Office Manager 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 85 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Inclusion This feature enables selected users to intrude on calls that are already in progress. The intruding party intrudes on the existing call and all parties hear a tone. The speech path is enabled between the intruding party and the called user, the other party is forced onto hold and will not hear the conversation. On completion of the intrusion the called party speech path is reconnected to the original connected party. The feature is enabled or disabled on a per user basis through the Manager application. Hot Desking Hot Desking allows a number of users non-exclusive use the same extension. Each user logs in with their own identity so they can receive calls and can access their own Voicemail and other facilities. For example, sales personnel who visit the office infrequently can be provided with telephony and Voicemail services without being permanently assigned a physical extension. When finished, they simply log off to make the extension available to others or if users log on at another phone, they are automatically logged off the original extension. Relay On/Off/Pulse IP Office is fitted with two independent switch outputs for controlling external equipment such as door entry systems. Control of these switches is via allotted handsets allowing the switches to be opened, closed or pulsed as required. Control of switches is also accessible via Phone Manager Pro, SoftConsole and Voicemail Pro. Pickup Call Pickup allows a user to answer a call presented to another extension. Types of call pickup include: • Pick up any call ringing on another extension. • Pick up a Hunt Group call ringing on another extension, where 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. This feature is supported across the IP Office Small Community Network Call Recording Where IP Office has VoiceMail Pro installed it is possible to record a call and save the recording to the user’s mailbox, a group mailbox or the voice recording library. For example, this is useful when a caller is going to give detailed information like an address or phone number and the caller will hear a warning message or tone that the call is being recorded in some countries. Where call recording is required for Quality Assurance, it is possible to set the IP Office system to automatically record a percentage of calls for later review. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 86 15-601041 - Issue 14d (30th November 2006) 4. Features Twinning Twinning allows a primary extension and a secondary number (extension or external) to operate together as a single telephone, typically used in scenarios like workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a Mobile/Cell phone. When a call is presented to the primary phone the secondary will ring. If the primary telephone does not ring, for example in Do Not Disturb, the secondary phone will not ring. When a call is made from either twinned phone, the call will appear to have come from the primary phone (when the secondary is an extension on the IP Office system). Other users of the system need not know that the supervisor has two different phones. The supervisor’s Coverage Timer and No Answer Time are started for the call and if the call is not answered within that time, the call will be delivered to available coverage buttons (if applicable) and then Voicemail (if applicable). Users may be allowed to enter a twinned number, or may just be able to activate/deactivate the twinning function depending on administrative settings. The following call types are supported when twinned to an external number, with the exception of Line appearances, Hunt Group and Forwarded calls. (This is the same as Coverage Eligibility) • Any internal call on a Call Appearance button • Internal or external calls transferred to the extension • Direct Dial calls to that extension • Hunt Group Calls (When this has been set up) • Calls forwarded from another extension (When this has been set up) The following types of calls will not supported when twinned to an external number • Line Appearance calls where the line is owned by the user • Automatic Intercom calls • Calls that arrive on cover buttons • Returning transferred, held or park calls • Callback calls from the system (Transfer and Park Return) • Calls that alert on Bridged Appearance buttons • Paging Calls • Follow Me calls IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 87 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Key and Lamp Operation Key and Lamp Operation IP Office offers a full range of Key and Lamp features on Avaya feature phones. These features include; Line Appearance, Call Appearance, Bridged Appearance and Call Coverage. As these features require a phone with buttons and indicators, the features are only supported on certain Avaya digital and IP phones. Key and Lamp operation is not supported on analog phones. IP Office can have a ring delay set on each appearance button to allow time for the target number to answer before other extensions ring, or visual alert only without ring. In Key and Lamp operation, IP Office supports up to 10 buttons on each telephone and 10 telephones with the same line appearance. Appearance Buttons Feature • Use the programmable buttons available on Avaya digital and IP telephones to represent individual calls. • Answer, originate and join calls by pressing the appropriate appearance buttons. Benefits • Indication of calls connected and calls waiting. • Handling of multiple calls from a single phone. Description Many Avaya digital and IP telephones supported by IP Office have programmable buttons. These buttons can be assigned to appearance functions that allow the handling of calls. These functions are: • Line Appearance Buttons Used to indicate make and answer calls on a specific external trunk. • Call Appearance Buttons Used to handle multiple incoming and outgoing calls from a user's extension. • Bridged Appearance Buttons Used to match the call appearance buttons on a colleagues extension. • Call Coverage Buttons Used to indicate unanswered calls ringing at a colleagues extension. Line Appearance A Line Appearance is a representation of a trunk line on the IP Office system where the indicator tracks the activity on the Line. Only external calls can be answered or made on Line Appearances. Line appearances can be used with Analog, E1 PRI, T1 PRI and BRI trunks PSTN trunks. They cannot be used with E1R2, QSIG and IP trunks. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 88 15-601041 - Issue 14d (30th November 2006) 4. Features Call Appearance Buttons Feature • Uses a programmable button on the Avaya digital and IP telephone to represent an incoming or outgoing call. • Separate buttons are used to represent each simultaneous call that the user can make or answer. • Where possible, the status of the calls (ringing, connected, held) is indicated by the button indicator. Benefit • Call appearances allow a single user to make, answer and switch between multiple calls by pressing the appropriate call appearance button for each call. Description On Avaya IP Office digital and IP telephones that have programmable buttons, those buttons can be set as call appearance buttons through the IP Office Manager application. The number of call appearance buttons set for a user determines the number of simultaneous calls they can make and answer. Note that the use of call appearance buttons overrides IP Office call waiting features. It is only when all call appearances are in use that subsequent callers receive either busy tone, voicemail or follow a forward on busy action When call appearance buttons are used, a minimum of three call appearance buttons is recommended where possible, although some phones are restricted to two call appearance buttons by the number or design of their programmable buttons. Bridged Appearance Buttons Feature • Allow the user to have an appearance button that matches another user's call appearance button. Benefit • Answer and make calls on behalf of the other user. • Audible indication of calls presented to the bridged user, where programmed • Visual indication of when the other user has calls presented, held or connected. • Join and exchange calls using the paired call appearance and bridged appearance buttons. Description A bridged appearance button matches the activity on one of another user's call appearance button. For example, when the call appearance shows a ringing call, the bridged appearance button will also show the ringing call and can be used to answer that call. Similarly, if the bridged appearance button is used to make a call, the call activity is shown on the matching call appearance button. The call appearance button user can join or takeover the call using their call appearance button. Bridged appearance buttons allow paired 'manager/secretary' style operation between two users, and are only supported for users who have call appearance buttons. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 89 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Call Coverage Feature • Allow unanswered calls to alert at other user extensions and be answered there before being forwarded or going to voicemail. Benefit • Provide users the opportunity to answer colleague’s unanswered calls before they go to voicemail. Description When a user has an unanswered call ringing, after a configurable delay, the call will also start alerting on any call coverage buttons associated with the user on other extensions. The call can then be answered by pressing the call coverage button. If still unanswered the call is forward or goes to voicemail as normal. The time a call rings before also alerting on any associated call coverage buttons can be adjusted for each user. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 90 15-601041 - Issue 14d (30th November 2006) 4. Features Outbound Call Handling Outbound Call Handling Features Every business needs to make calls, but depending on the type of business these calls may need to be treated in a special way, such as recorded against a project or client through the use of Account Codes. A business may have several sites linked via a private network but certain users, like customer services agents, may need to be able to call colleagues in other offices even when the network is busy, while other users can wait for a line to come free, Least Cost Routes can automatically translate the internal number to a direct dial call over the public network while other users wait. Account Codes Feature • Associate an account code with a call. • Validate account codes used against list stored by the IP Office. • Include the account code used with call log details. Benefit • Through the call records, group calls by account code for the purpose of call costing and tracking. • Restrict outgoing calls by requiring users to enter a valid account code. Description IP Office stores a list of valid account code numbers. When making a call or during the call, the user can enter the account code they want associated with that call. IP Office will check the account code against its list of valid codes and request the user to re-enter the code if it is not valid. For incoming calls, the Caller ID can be used to match it with an account code from the IP Office's list of valid codes and report the account code with the call for billing. Individual users can be set to Forced Account Code operation where they are required to enter a valid account code before making external calls. By using IP Office Short Codes it is possible to identify certain numbers or call types as requiring a valid account code before permitting the call to proceed, for example long distance or international numbers. Analog phone users can only enter account codes before making a call or in response to an audible system prompt to enter a code when making the call. Account codes can also be entered through the IP Office Phone Manager application, a system wide setting, determines whether Phone Manager will display a list of account codes from which users can select the code required or will hide the account code list. In all the cases above, the account code entered is included with the call details in the IP Office's call record output. (CDR and SMDR). Authorization Codes Authorization codes allow an IP Office user to go to another extension on the system and make calls using their personal toll restrictions; this may grant the user greater or fewer privileges than the normal owner of the extension they use. Since Authorization Codes are independent of Account Codes, the user has to enter both if the required by the system configuration. All entered codes are logged in CDRs. Dial Emergency Dial emergency is an IP Office Short Code and, permits certain numbers to be dialled regardless of call barring or a phone being logged off. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 91 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Call Barring Feature • It is possible to prevent or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis. Benefit • Restrict the dialing of specific numbers or types of numbers system wide. • Restrict certain users from dialing specific numbers or types of numbers. Description IP Office supports call barring at many levels. Short codes can be used at the system or individual user level to block the external routing of specific numbers or types of numbers. Typically the barring short codes are set to return busy tone, however they could route the call to an alternate number or to a Voicemail service that returns a 'barred dialing message'. For users, the short codes can be allocated to a User Rights template. This template is then applied to the Users whose calls need restriction. In addition to barring the dialling of certain numbers, IP Office can be set to bar the forwarding of calls to external numbers on a per user basis. Least Cost Routes By configuring a Least Cost Route, calls may be routed via the optimum carrier. Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day. Multiple carriers are 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 any call based on the dialed number. This could be used for controlling calls to cellular networks or data calls made over the public network to ISPs. PIN Restricted Calling See Account Codes. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 92 15-601041 - Issue 14d (30th November 2006) 4. Features Forwarding Forwarding This is the ability to forward a user's calls to another extension or external number such as a Mobile/Cell Phone. Calls can be forwarded in a number of ways and if the call is not answered at the forward destination, will go to IP Office voicemail, if enabled for the user and call supervision is available. There are three separate forward destinations, one for forwarding on busy one for no answer and one for forward unconditional. Once the numbers have been entered, the user can toggle the forwarding to be active or not as required without having to re-enter the numbers. If the user is a member of a hunt group, some types of Hunt Group calls can also follow forward unconditional. Users can select if forwarding is applied to external calls only, or all calls. Call forwarding is processed after Do Not Disturb and Follow-Me conditions are tested. Associated Features • Do Not Disturb (DND) • Voice Mail (VM) • Follow Me • Hunt Groups • No Answer Interval Precedence • Forward Unconditional • Forward Busy • Forward No Answer Forward on Busy If enabled, this forward will be triggered when the user is busy and another call is routed to them, but does not include calls for a hunt group that they may be a member of. A user is normally considered to be busy when they are on a call but depending on call waiting settings and key & lamp features this may not be the case. Forward on No Answer This forward is triggered if a call has been ringing for a user but they haven’t answered it within the configured answer time, this includes calls that have been indicating call waiting if enabled. Forward Unconditional This sends all calls for the user to the forward unconditional number, but if the call is not answered within a user’s timeout period the call will be sent to IP Office voicemail, if enabled. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 93 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Forward Hunt Group Calls for a hunt group that the user belongs to can also follow forward unconditional. The hunt group must be set for either hunt or rotary ring type and if the call is not answered at the forward destination it will follow the hunt group call handling instead of going to voicemail. This can be particularly useful in a sales or support environments 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. Follow Me Follow-Me is similar to Forwarding except that the destination can only be an extension on the same IP Office as the user making use of the feature. Follow-Me is typically used when a user is going to be working away from their desk, for example in a workshop. All the call settings the user has on their main phone will apply to calls that follow the follow-me feature, including forward on busy or no answer. Follow-Me can be set either from the users main phone – Follow-Me To – or from the phone where they want calls to be received – Follow-Me Here. Several people can have their phones forwarded to a follow-me destination and if the phone has a display it will indicate who the call is for. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 94 15-601041 - Issue 14d (30th November 2006) 4. Features Avaya Digital and IP Phones Programmable Buttons As well as the usual dialing keys, Avaya digital and IP phones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP phones there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the IP Office Manager application as part of the system configuration, although some phones allow the user to program buttons and functions where given administration rights. Busy Lamp Field (BLF) Indicators Feature • Status indicators which show the status of a programmable buttons associated feature or function. Benefit • Indication of when a button or associated feature is active. Description Avaya digital and IP phones have programmable buttons which can be assigned to various features. When those buttons include some form of BLF indicator, the button can also be used to indicate when the feature is active. For example, a button associated with another user will indicate when that user is active on a call. A button associated with a group will indicate when the group has calls waiting to be answered. The speed dial icons within the IP Office Phone Manager and SoftConsole applications also act as BLF's. When the icons are associated with internal users, the icons will change to indicate the current status of the users. Phone Manager and SoftConsole show these conditions: • Busy • Message • Forward All • Do Not Disturb This feature is supported across the IP Office Small Community Network. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 95 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Call History Feature • Storage of called and calling number details within the user's phone and/or IP Office application. Description Most Avaya digital and IP phones keep a record of calls made and received, including unanswered calls. The method of operation varies according to the phone type but in all cases the call records can be used for return calls. The IP Office Phone Manager application maintains a call history record of the user’s last 100 calls. The application must be running to record call history. Phone Manager Lite can display call history for all calls and missed calls only. Phone Manager Pro can display call histories for all calls, missed calls, inbound calls and outbound calls. Entries in the call history can be used for return calls, sorted and added to the Phone Managers local directory or speed dials. Language Avaya digital and IP phone menus and displays are available in many languages and usually the system default setting will be applicable to all phones, however it is possible to have language set on an extension by extension basis, this will also change the language of menus for IP Office Voice Mail. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 96 15-601041 - Issue 14d (30th November 2006) 4. Features Directory The IP Office 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 dialling via Phone Manager or a feature phone with a suitable display. For example "Head Office" can be displayed when a known Caller ID is received. A user can also select "Head Office" in the Directory List in Phone Manager or on the display phone 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. Self-Administration The IP Office administrator may give select users the ability to change some of the phone settings themselves. For example, button programming. The range of changes that the user can make depends on the phone type in use. On Hook Dialling Avaya digital and IP phones allow the user to make calls by just dialing the number on the keypad, without having to lift the handset or pressing a speaker button. Usually the call progress can be monitored using the speaker in the phone, on phones that support hands free the whole conversation can be had without having to lift the handset. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 97 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Inbound Call Handling Inbound Call Handling IP Office offers several features to provide versatile inbound call processing, including PC based applications, and a standards based TAPI interface for 3rd party applications. Incoming Call Routing Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria. The system currently supports routing based on; • Call presentation digits from the exchange such as DDI/DID or ISDN MSN. • Calling telephone number or Caller ID (This could even be part of the number received such as an area code). • ISDN sub-address. • ISDN/PRI 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, but note that calls already ringing a free extension are not considered queuing and are not effected by a high priority call joining a queue. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 98 15-601041 - Issue 14d (30th November 2006) 4. Features Hunt Groups A Hunt Group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the Hunt Group. Four modes of call presentation are supported on IP Office; • Hunt mode One extension at a time sequentially always starting at the top of the list. • Group mode All extensions in the Hunt Group simultaneously. • Rotary mode Start with extension next in list to extension that was answered the last Hunt Group call. • Idle mode Start with extension that has been free for the longest 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. While 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. For internal voicemail use a broadcast option is provided. This feature will alter the voicemail box operation so that the message notification will only be turned off for each hunt group member when they retrieve their own copy of the message. Night Service When a Hunt Group is in Night Service mode the Hunt Group is temporarily disabled. Callers to this Hunt Group will: • Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a manned extension or an external number • Be played the Out of Hours greeting if Voicemail is operational • Receive the busy tone A Hunt Group can be switched in or out of Night Service mode by a user dialing the appropriate short code – by any extension or by specific users. Time Profiles Time Profiles can be used to define when a Service, Hunt Group, Least Cost Route, Conference Bridge 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 of day to take advantage of cheaper call rates. Multiple Time Entries can be created so that a Time Profile can be used to define 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. Queuing Queuing allows calls to a Hunt Group to be held in a queue when all extensions in the group extension List are busy. When an extension becomes free the queued call is then presented. While queuing, if Voicemail is operational, the caller will be played the Queue messages for this Hunt Group. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 99 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Contact Center Features Contact Center Features Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part of IP Office from Automatic Call Distribution (ACD), Call Queuing to agents logging on and selecting the groups that they service. Login A contact center agent function, login is required before the agent is able to make or receive calls from their phone. 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 calls go unanswered. Monitor Calls A user can monitor other peoples’ calls by listening in. This feature is not available by default, it must be specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring is in use. The user is only able to listen, they cannot speak into the conversation being monitored. Note that all phone types can be used to monitor, however calls to and from IP phones cannot be monitored. Acquire Call Feature • Takeover a call currently connected at another extension. This feature is also known as "Call Steal". Benefit • Assist a colleague who indicates they want you to take the call. Description The Acquire Call function can be setup as a special short code or programmed against a button on an Avaya digital or IP phone with programmable buttons. Use of the feature is subject to IP Office intrusion control settings, the user acquiring the call must be set to be able to intrude and the user whose call is being acquired must be set to can be intruded. Acquire call works in two ways, invoked with or without a number: Without a value in the number field • This allows a User to reclaim a call that was ringing on their phone but has now gone elsewhere, for example to Voice Mail or Forward No Answer destination. The Intrude settings are not checked and the call can be reclaimed even if it has been answered. • If the last call to ring this User is no longer ringing or connected on the system, the feature will fail. With a number, where the number in the telephone number of a user who currently has the call to be acquired. • If the User has a call ringing or waiting Acquire Call will act like the Call PickUp Extension ShortCode and the User executing Acquire Call will be connected to the oldest ringing/waiting call. • If the User has a connected call with no call waiting and the Intrude settings of the two Users allow it, the call will be connected to the User executing the Acquire Call and the other User will be disconnected. • If the User does not have a call the feature will fail. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 100 15-601041 - Issue 14d (30th November 2006) 4. Features Miscellaneous Features Conference Calls Calls can be placed on hold and a conference created using either the phone or desktop applications. Additional conference members may be added up to a maximum number of 64 members. The IP Office - Small Office Edition supports 24 conference parties with a maximum of 6 parties in any single conference. The IP406 can support multiple conference calls totalling up to 64 parties. For example one conference of 64 calls or 21 conferences of 3 calls each. The IP412 has two 64-party conference bridges giving any combination from 2 x 64-party conferences to 42 x 3party capacity. Only two calls connecting through analog trunks are permitted in any single conference. For more information on managing conference calls, refer to Chapter 12 where IP Office Conferencing Center is described Dial On Pickup Also known as "Hotline". Automatically dials a specified extension when the phone is taken off hook. This facility is commonly used in unmanned reception areas or for door entry systems to allow visitors to easily gain assistance. Off Hook Operation Off-Hook Station is designed for users who want their analog phone to operate like digital or IP feature phone, to isolate the user’s phone idle state from the Hook state. This is a useful feature when using Phone Manager or SoftConsole to control the phone state when using a headset on an analog telephone and with call control and dialing from Phone Manager or SoftConsole. External Control Port The IP Office system unit has two electronic switches, similar to relays, which can be normally open, normally closed, pulsed open or pulsed closed and activated by dialing a short code or through Phone Manager, SoftConsole or Voicemail Pro action. These switches can be used for several purposes, for example as a means to control an electronic door release. 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. E911 A specific service for North America. When an emergency call is connected, IP Office 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 is clearly identified. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 101 15-601041 - Issue 14d (30th November 2006) IP Office Product Description System Short Codes System Short Codes Short Codes are used as commands the IP Office to make changes for the user, group or system, so need to set up with consideration to security. The command may need additional information included with it, such as for forward, the phone number forwarded to. Short codes are a flexible and quick way of setting up certain features. IP Office has short codes provided by default on the system, or more advanced codes that need programming by the system administrator. The full list of short code commands is listed below, please see product configuration documents for more detail on how to set them up. Auto Attendant Dial CW Busy Dial Direct Busy On Held Dial Direct Hot Line Call Intrude Dial Emergency Call Listen Dial Extn Call Pickup Any Dial Inclusion Call Pickup Extn Dial Paging Call Pickup Group DialPhysicalExtensionByNumber Call Pickup Members DialPhysicalNumberByID Call Queue Dial Speech Call Record Dial V110 Call Steal Dial V120 Call Waiting On Dial Video Call Waiting Off Disable Internal Forwards Forward Unconditional On Call Waiting Suspend Disable Internal Forward Unconditional Forward Unconditional Off Disable Internal Forward Busy or No Answer Headset Toggle Channel Monitor Display Msg Hold CW Clear Call Do Not Disturb Exception Add Hold Music Do Not Disturb Exception Delete Hunt Group Disable Do Not Disturb On Last Number Redial Cancel All Forwarding Cancel Ring Back When Free Clear CW Clear Hunt Group Night Service Forward Hunt Group Calls On Set Hunt Group Night Service Forward Hunt Group Calls Off Set Hunt Group Out Of Service Forward Number Set Inside Call Seq Forward On Busy Number Set No Answer Time Forward On Busy On Set Mobile Twinning Number Forward On Busy Off Set Mobile Twinning On Forward On No Answer On Set Mobile Twinning Off Forward On No Answer Off Set Ringback Seq Hold Call Hunt Group Enable Clear Hunt Group Out Of Service Do Not Disturb Off Clear Quota Enable Internal Forward Unconditional Off Hook Station Enable Internal Forward Busy or No Answer Priority Call Conference Add Conference Meet Me CW Dial Dial 3K1 Dial 56K Dial 64K Enable Internal Forwards Extn Login Extn Logout Flash Hook Follow Me Here Follow Me Here Cancel Follow Me To Set Outside Call Seq Set Wrap Up Time Suspend Call Suspend CW Toggle Calls Unpark Call Voicemail Collect Voicemail Node Voicemail On Voicemail Off Voicemail Ringback On Voicemail Ringback Off Mobile Twinned Call Pickup Park Call Relay On Relay Off Relay Pulse Resume Call Retrieve Call Ring Back When Free Secondary Dial Tone Set Absent Text Set Account Code Set Authorization Code IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 102 15-601041 - Issue 14d (30th November 2006) 4. Features These are the default IP Office system short codes, also known as feature activations. The list shows the Short Code command, the Telephone Number, the Feature and the Line Group ID. Blank indicates that the field is left blank. Short Code Telephone Number Feature *00 Blank Cancel All Forwarding *01 Blank Forward Unconditional On *02 Blank Forward Unconditional Off *03 Blank Forward On Busy On *04 Blank Forward On Busy Off *05 Blank Forward On No Answer On *06 Blank Forward On No Answer Off *07*N# N Forward Number *08 Blank Do Not Disturb On *09 Blank Do Not Disturb Off *10*N# N Do Not Disturb Exception Add *11*N# N Do Not Disturb Exception Del *12*N# N Follow Me Here *13*N# N Follow Me Here Cancel *14*N# N Follow Me To *15 Blank Call Waiting On *16 Blank Call Waiting Off *17 ?U Voicemail Collect *18 Blank Voicemail On *19 Blank Voicemail Off *20*N# N Set Hunt Group Night Service *21*N# N Clear Hunt Group Night Service *22*N# N Suspend Call *23*N# N Resume Call *24*N# N Hold Call *25*N# N *26 Retrieve Call Clear CW *27*N# N Hold CW *28*N# N Suspend CW *29 Blank Toggle Calls *30 Blank Call Pickup Any *31 Blank Call Pickup Group *32*N# N Call Pickup Extn *33*N# N Call Queue *34 Blank Hold Music *35*N# N Extn Login *36 Blank Extn Logout *37*N# N Park Call *38*N# N Unpark Call *39 1 Relay On *40 1 Relay Off *41 1 Relay Pulse *42 2 Relay On *43 2 Relay Off *44 2 Relay Pulse *45*N# N Acquire Call *46 Blank Acquire Call *47 Blank Conference Add *48 Blank Voicemail Ringback On IP Office 3.2 Product Description A-Law U-Law ©Copyright 2006 Avaya Inc. All rights reserved. Page 103 15-601041 - Issue 14d (30th November 2006) IP Office Product Description *49 Blank Voicemail Ringback Off *50 Blank Forward Huntgroup On *51 Blank Forward Huntgroup Off *52 Blank Cancel or Deny *53*N# N Call Pickup Members *57*N# N Forward On Busy Number *70 Blank Call Waiting Suspend *70*N# N Dial Physical Extn By Number *71*N# N Dial Physical Extn By ID *9000* "MAINTENANCE" Relay On [9]0N; 0N Dial [9]1N; 1N Dial [9]N; N Dial [9]XXXXXXXXXX; XXXXXXXXXX Dial 9 . Secondary Dial Tone ? . Dial IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 104 15-601041 - Issue 14d (30th November 2006) 5. IP Telephony Introduction to IP Telephony Technological innovation is changing the way we communicate. This time it is coming in the form of changing the way telephone calls are transmitted. It brings with it several new capabilities that change the meaning of the phrase telephone call through the use of Voice over Internet Protocol (VoIP). Basically, VoIP means “voice transmitted over a packet data network.” VoIP is often referred to as IP Telephony because it uses the IP protocols to make possible enhanced voice communications throughout the world, wherever IP connections have been delivered. IP Telephony unites a company’s many locations—including mobile workers— into a single converged communications network. Telephony calls using VoIP go above and beyond what’s been possible in the past. When it comes to placing telephone calls, VoIP provides a range of support services and features unequalled in the world of telephony, but above all deliver them at low cost. How Does VoIP Work? Voice over Internet Protocol means basically what the acronym states: Voice travels over an Internet Protocol. Internet Protocol refers to the type of rules that the network uses to send and receive signals. IP Telephony works by converting voice communications into data packets. Conveniently, it runs on the popular Ethernet LAN (local area network) technology, which currently supports over 96 percent of the worlds companies’ LANs. Circuit-switched or Time-Division Multiplexed Telephony Before digital networking with the Internet took off, everyone had to use the “Plain Old Telephone Services” (POTS). These run over a network called the Public Switched Telephone Network (PSTN). The PSTN has been around since the telephone was invented in either analog or digital form using circuit switched technology where the telephone call gets exclusive bi-directional use of a wire – or circuit – while the call is in progress. Because the circuit is exclusive to each conversation, PSTN and private branch exchanges (PBXs) must be sized to cope with peak demand and have enough circuits available for all expected conversations. This is not a flexible approach and results in a lot of infrastructure investment that the telephone companies need to recoup, via the cost of access charges and calls. The Internet has changed this – where data services have driven down access charges and allowed voice to “travel for free” over a multipurpose data network. Packet-Switched Telephony Unlike circuit-switched connections, which always require use of dedicated bi-directional circuit for the duration of a call, VoIP technology has enabled telephony and other new and novel features and services to run over fixed and wireless networks including private local area networks. These newer network types use packet-switched protocols. Packet-switched VoIP puts voice signals into packets. Along with the voice signals, VoIP packets include both the sender’s and receiver’s network addresses. VoIP packets can traverse any VoIP-compatible network. Along the way, they can choose alternate, shared paths because the destination address is included in the packet. The routing of the packets is not dependent on any particular network route which means the network provides can provide a reliable service at a fraction of the cost of circuit switched providers. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 105 15-601041 - Issue 14d (30th November 2006) IP Office Product Description What Advantage Does IP Office Have? IP Office can provide support of PSTN, POTs, digital time division multiplexed phones AND digital IP phones all on the same system. This means you don’t have to abandon the past to embrace the future, IP Office allows all the technologies to co-exist. IP Office connects to the PSTN and to IP trunks (the VoIP equivalent) so providing a “Hybrid” PBX function – where both legacy and future technologies can be used together to minimize operating costs and offer optimize business communications through both voice and data. IP Office has digital telephones built on both TDM and IP technology that provide the same user interface offering a flexible choice of solution that can mix, for example TDM phones in the office and IP phones at a remote site of at home. With the choice of IP phones including real and virtual (software) phones, IP Office can take communications to a new level. Buying IP Office allows you choice – you can use the pure POTs or the pure VoIP capabilities of IP Office, or use both at the same time to allow seamless technology transition of your business without the disruption of having to choose between them now. IP Office Turns VoIP into IP Telephony In order to make use of VoIP, IP Office uses a signaling protocol called H.323 right now, and Session Initiation Protocol (SIP) in the near future. H.323 allows IP Office to establish end-to-end connections for the voice path through the IP network. It ensures each end of the connection is able to transmit and receive voice and provides the network addressing for end to end packet transmission. IP Office also allows for connecting between the different technologies by translating the signals they use, for example an analog phone may wish to connect to a VoIP destination. This requires both the signaling and voice transmission to be translated – IP Office does this easily as it contains technology elements called gateways and gatekeepers that enable translations to happen. With a conventional telephone system you plug your analog or digital TDM telephone into an extension socket connected to your PBX or Key System. With IP Telephony you connect your digital IP telephone to your IP PBX via the LAN. There are two basic types of IP phones: • A physical phone, which looks very similar to a standard telephone (IP Hard Phone) • A software application (Phone Manager PC Softphone) which runs on the user's PC, allowing them to use either a headset/microphone to make/receive calls anywhere they have IP connection IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the use of IP routing and IP VPN services. When making use of IP telephony, there are a number of data centric considerations such as which data types have priority on the IP network when there is contention. This is set with IP/TCP “quality of service” and should not be ignored. In situations where LAN Bandwidth is limited, a quality of service capable LAN switch should be used to ensure voice packets are transmitted with the required priority on the network. If not, the conversation carried over IP appears as broken up (due to packet loss) or has unacceptable delays introduced in the conversation (latency & jitter). With IP hardphones there is need for Power over Ethernet (PoE) or “midspan power” to be provided to the phones as the digital IP phones are no longer powered by IP Office – a list of Avaya approved POE options is available at the end of this section. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 106 15-601041 - Issue 14d (30th November 2006) 5. IP Telephony Gateways, Gatekeepers and H.323 - Technology Overview IP Office uses the H.323 signaling protocol which has the following architectural components • Telephones are H.323 service endpoint devices that can support Audio calls. Other types of H.323 devices can support video as part of H.323 • Gateways provide media translation to allow calls to be made to non-H.323 devices, for instance an analog telephone or the public network to connect with a H.323 device • Gatekeepers control the call processing and security for H.323 devices • Multipoint Connection Units (MCU) for conferences by adding together media streams These elements 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, IP telephones, Gateways and MCU's make a registration requests to a Gatekeeper who authenticates (accepts or rejects) their request to become a member of the zone. Once accepted, a telephone wishing to make a call sends a call set-up message to the Gatekeeper which then determines how to route the call and will then send an alert to the called telephone, or if the call is to a non-H.323 telephone establish the call via a Gateway within the zone. The design of IP Telephony systems has been driven by open standards. Digital IP Phones, Gateways and Gatekeepers all support the H.323 standard and it is this that allows devices from different manufacturers to work together. IP Office has an optional integral Gateway (Voice Compression Modules) and Gatekeeper functionality required to provide a fully functional IP Telephony solution. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 107 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Telephony Features • Gatekeeper The IP Office gatekeeper allows the registration of up to 16 IP extensions on the Small Office Edition, 190 IP extensions on the IP406 and 360 IP extensions on the IP412, less the number of analog and digital TDM telephones already configured on the system. • Gateway The Voice Compression Module provides the H.323 gateway function that allows IP extensions to make calls to other non-IP devices. The maximum number of simultaneous calls is limited by the number of channels available on the Voice Compression Module. IP Office must be fitted with an optional Voice Compression Module to enable IP telephony. • Silence Suppression Silence suppression is a technique used to make the best use of available bandwidth, such as the connection over which the caller is listening, not speaking. Silence suppression works by sending descriptions of the background noise, rather than the actual noise itself, during gaps in conversation thereby reducing the number and frequency of voice packets sent on the network. 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.729a and G.723.1. 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 fast start is supported by an IP extension, this facility reduces the protocol overhead allowing an audio path to be established more quickly. • Out of Band DTMF When out of Band DTMF is configured on an IP extension, the extension will signal to the other end of the connection which digits need to be regenerated by a local DTMF generator on behalf of the sending 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 up voice compression resources after establishing the end to end connection, allowing the resources to be used in the most efficient way. • Auto-Create Extensions IP Office can automatically create an extension entry for new IP phones added onto the local area network. In cases where the local area network is not secure this facility can be disabled, but simplifies installation of IP telephone systems • Fax Transport Fax Transport allows fax calls to be routed over VoIP trunks between IP Office systems on an IP network using a proprietary IP Office transport protocol. This is different from the T.38 protocol which is not supported. LAN Switch Support Avaya recommend the use of Extreme Alpine Series switches for IP telephony applications. For more information, contact Extreme Networks. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 108 15-601041 - Issue 14d (30th November 2006) 5. IP Telephony Power Options for IP Telephones Avaya supports the IEEE 802.3af, standard for Power over Ethernet (PoE) on its range of IP telephones. With Power over Ethernet, both power and data are carried over one CAT 5 Ethernet cable. Deploying IP telephones utilizing Power over Ethernet eliminates the need for local power supplies, AC adapters and cables, and allows power to be provided from the wiring closet/switch room where it can be easily connected to a UPS system. There are several power options, in addition to IEEE Power over Ethernet, available to customers to power their Avaya IP telephones. Avaya Individual Power Supply Avaya provides individual power supplies that can be used to power each IP phone which provides a single 48 volt output. The power supply can operate globally within a wide range of Alternating Current (AC) input voltages: 90 264 Volts Alternating Current (VAC), 47-63 Hz. This power supply has a green indicator (LED) that shows the unit has power to the PHONE socket on pins 7&8 of the CAT5 cable. This item is available in two different versions, with and without an internal battery for uninterrupted power to the phone. 1151 local power supply, without battery and with battery backup Avaya Mid-Span Power Distribution Units These power devices are designed for IP-telephony and provide power over Ethernet (PoE) for up to 24 IP telephones or wireless LAN (WLAN) access points in one unit. The Mid Span Power units are designed to mount in a 19-inch rack with the data equipment or they can be stacked up to four units high using the optional rubber feet. The mid-span is 1U in height (1.75 inches) and has up to twenty-four RJ45 sockets on the bottom row and twentyfour data and power output RJ45 sockets on the top row. The units provide a maximum of 200 Watts or a peak of 16.8 watts per port. Data is unaffected by power delivery, if the device does not require power. The mid-span power units are also referred to as PDU (Powered Data Unit) devices. Power over the LAN will simplify the installation and support of IP telephones for our customers and are available in 3 sizes; 6, 12 or 24 ports with optional SNMP management capability. Mid-Span power supply IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 109 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Avaya IP Phone Power Adapter Despite the ratification of IEEE 802.3af-2003 and the support of the standard by vendors, some customers may utilize a legacy power scheme supported by Cisco switches. The following power adapter is specifically for Avaya IP Telephones and can be used to power theses telephones from specific Catalyst power blades (Catalyst is a registered trademark of Cisco Systems, Inc.). The Avaya IP Phone Power Adapter is supported on the following: • Catalyst 6000 Inline Power 10/100 BaseT Switching Module - (WS-X6348-RJ45V). • Catalyst 4000 Inline Power 10/100 BaseT switching module - (WS-X4148-RJ45V). More detail on implementation of IP Power options is covered in the IP Office IP Phone Installation manual. Avaya IP Phone Adapter IP Telephone Power Consumption Measured in Watts using an IEEE 802.3af power supply at 48V. Phone Typical Worst Case IEEE 802.3af 4601, 4602, 5601, 5602 3.5W 4.6W Class 2 4602SW, 5602SW 4.1W 5.0W Class 2 4610SW, 5610 5.0W 6.4W Class 0 4620, 5620 4.0W 6.0W Class 2 4620SW 7.7W 9.9W Class 3 4621SW 5.9W 8.0W Class 3 4625SW 4.9W 6.45W Class 3 Note: Typical is measured off-hook sample size 1. Worst Case is analytical. Except the 4601, 4602, 5601 and 5602 all telephones had a PC attached at 100Mbps. The EU24/EU24BL adds less than 1W to the 4620, 4620SW and 5620 numbers. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 110 15-601041 - Issue 14d (30th November 2006) 5. IP Telephony VoIP FAQ Network Requirements Quality of Service (QoS) is a measure of the performance of a network that reflects the availability of network service and the quality of network transmissions. The term itself refers to a number of networking technologies and techniques and does not necessarily restrict itself to any single protocol or standard. There are a number of measures that can be taken on the LAN and WAN to make them 'good enough' to carry voice traffic. Some of these are the implementation of standards based QoS protocols while are simply a matter of network architecture and good network management practices. 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 practices. To others the additional expense may be viewed as unnecessary. Examples of standards based Quality of Service protocols include DiffServ and 802.1p/q. What are Voice Compression Modules (VCM's) for? VCMs are required to support the following five scenarios: • Usage of Embedded Voicemail on the IP401 (used as a memory boost by compressing the voice files) • Internal phone calls between an IP device and a non-IP device • Analogue/digital phones to IP trunks including E1 / T1 / managed Frame Relay and managed IP VPN (provides echo cancellation) • IP phones to ISDN or PSTN trunks (convert IP to TDM and vice-versa) • Call set up between IP phones (VCM resource will be released after call set up if direct media is used) to provide dial tone, busy tone etc. Direct media is a VoIP concept within the system that allows direct connection of the media steam (IP packets containing voice samples of the telephone call) between the two IP devices on the network Bandwidth Required For Each Voice Call? The bandwidth used varies depending on the compression method chosen. IP Office supports a wide range of compression standards, including the most popular G.723.1 and G.729a. These will occupy approximately 10K and 13K of bandwidth respectively. Use the following chart to choose the most appropriate compression algorithm for your available bandwidth. Audio Codec RTP Voice Data Payload Packets per Second LAN (bps) % Overhead LAN WAN (bps) % Overhead WAN Algorithmic 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 Acceptable Delay? End-to-end delay to 150 milliseconds or below. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 111 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 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 WAN 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 Algorithmic Delay (seconds) 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 Number of Calls What is the Maximum Number of Simultaneous VoIP Calls? Each IP Office can be fitted with an optional Voice Compression Module (VCM) to support VoIP connections. • The IP406 can be fitted with a single module offering up to 30 simultaneous calls. • The IP412 is capable of supporting two modules of all types, allowing up to 60 simultaneous calls. Does the IP Office Support Fax over IP ? The IP Office has a proprietary method for carrying Fax traffic on a VoIP call. IP Office does not currently support the T.38 Fax standard. IP Office supports Fax speeds up to 14.4 Kbps. The bandwidth requirements for a Fax call will initially be as per the specified or negotiated compression method and then the bandwidth requirement will change to accommodate the Fax data. The Fax bandwidth will vary depending on the speed with which the Fax devices are communicating 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 enabled. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 112 15-601041 - Issue 14d (30th November 2006) 5. IP Telephony Network Assessment With IP Office, optimum network configurations can support VoIP with a perceived voice quality equivalent to that of the Public Switched Telephone Network (PSTN). However, not every network is able to take advantage of VoIP 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 where IP phones connect 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 VoIP 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 networked 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. • Measurement of packet loss, jitter and delay over the course of multiple days and measured on a per minute basis. A graphical representation of the data is the preferred output method. • Examination of QoS/Class of Service (CoS) parameters in place in the network. • Summary 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 your support channel. 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 Packet Flow Control While a high-performance switch forwards data packets at full wire speed to and from its ports simultaneously, there may be times when a switch port may not be able to accept packets at the rate it is receiving them. For example, the switch port may be receiving packets from multiple ports at the same time, or the switch port may be receiving packets from a port operating at a faster speed. For instance, the sending port might be operating at 100 Mbps, while the receiving port operates at 10 Mbps; or the sending port might operate at 1000 Mbps, while the receiving port operates at 100 or 10 Mbps. If data packets arrive for a port that is saturated with other packets, the packets may overflow the port’s buffer, resulting in dropped packets and lost data. Flow control is a congestion-control mechanism that prevents data loss at congested ports. Flow control prevents packet loss by controlling the flow of data from the transmitting device to ensure that the receiving device can handle all of the incoming data. IEEE 802.3 flow control is used on Avaya IP telephones operating in full-duplex mode. If the receiving device becomes congested, it sends a pause frame to the transmitting device. The pause frame instructs the transmitting device to stop sending packets for a specific period of time. The transmitting device waits the requested time before sending more data. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 113 15-601041 - Issue 14d (30th November 2006) IP Office Product Description VoIP Standards Supported IP Office supports the following protocols and standards: • H.323 V2 (1998), Packet-based multimedia communications systems. • Q.931, ISDN user-network interface layer 3 specification for basic call control. • H.225.0 (1998), Call signaling protocols and media stream packetization for packet-based multimedia communication systems. • H.245 (1998), Control protocol for multimedia communication. • Audio CODECs: • G.711 A-law/U-law. • G.723.1 MP-MLQ. • G.729 Annex A – CS-ACELP. • Silence Suppression. • Fax Relay (IP Office to IP Office Fax Transport over IP). • Local End Echo Cancellation 25ms. • Out of band DTMF. • Jitter buffer, 5 frames of jitter buffer. • Internet Standards/Specification (in addition to TCP/UDP/IP). • RFC 1889 – RTP/RTCP, Real Time and Real Time Control Protocol. • RFC 2507, 2508, 2509 – Header Compression. • RFC 2474 – DiffServ, Type of Service field configurable. • RFC 1990 - PPP Fragmentation. • RFC 1490 - Encapsulation for Frame Relay. • RFC 2686 - Multiclass Extensions to Multilink PPP. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 114 15-601041 - Issue 14d (30th November 2006) 6. Public and Private Voice Networks Public and Private Voice Networks With Avaya IP Office you can network telephony With Avaya IP Office you can network telephony and data services via T1, PRI & BRI ISDN, including VoIP on the company WAN. Networking maximizes the current potential of your branch maximizes the current potential of your branch office and remote workers—while building the office and remote workers—while building the best possible foundation for your future growth. IP Office provides each location with a scalable (up to 360 users) telephony solution that supports voice networking, and offers: • A uniform dialing plan, making it easy to call co-workers anywhere on the network and improve customer service • Consistent user experience by sharing the same phones and messaging interface as in headquarters • A user-defined central directory that is automatically synchronized • Least cost routing and bandwidth on demand • Centralized voicemail and/or the ability to network voicemail systems together The benefits of networking: • Operate a network of branch offices with a consistent set of communications and services across all locations; gain the efficiencies of universal functions and end-user familiarity. • Leverage any existing investment in Avaya systems at other sites • Centralize services (e.g. operator, voicemail) as well as management and administration to reduce costs • Speed deployment of remote offices—respond more quickly to market demands. • Improve inter-site communication to simplify information exchange and enhance customer service. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 115 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Private Circuit Switched Voice Networking Private voice networks are built using structured leased line circuits (E1 or T1) or by establishing permanently connected 'B' channels over ISDN circuits between IP Office systems. Each channel within the E1 or T1 interface can provide a single voice or 64K/56K data call. Where leased line circuits are used within a private networking scenario, these E1 or T1 interfaces are typically configured to use QSIG signaling between sites. QSIG provides a level of voice feature transparency between PBXs and is the favored signaling standard within multiple vendor and international voice networks. The IP Office E1 or T1 module terminates a QSIG connection with a 120 ohm RJ45 interface. IP Office supports the following QSIG 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: (SS-CNIP, SS-CONP, SS-CNIR) ETS300 237/238. • Message Waiting: (SS-MWI) EN301 260/255. • Transfer: (SS-CT) ETS 300 260/261. Circuit Switched Voice Networking IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 116 15-601041 - Issue 14d (30th November 2006) 6. Public and Private Voice Networks Public Voice Networking The IP Office platform supports a range of trunks and signaling modes for connection to the public switched telephone network (Central Office). Some of these lines are only available in certain territories; please check with your distributor for local availability. Primary rate trunks are available with either a single (24/30 channels) or dual trunk (48/60 channels). ISDN Primary Rate (ETSI CTR4) - IP400 Office PRI E1 ISDN Primary Rate provides 30 x 64K PCM speech channels over an E1 circuit and one signaling channel. 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 PCM speech channels and one signaling channel 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. North American T1 - IP400 Office PRI T1 T1 Primary Rate provides up to 24 64K channels over a 1.54M circuit. Each channel of the T1 trunk can be independently configured (channelized) to support the following signaling emulations with handshake types of immediate, delay or wink. • Loop-Start • Ground-Start • E&M Tie Line • E&M DID • E&M Switched 56K • DID - Channels configured for DID/DDI support incoming calls only. 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 117 15-601041 - Issue 14d (30th November 2006) IP Office Product Description North American Primary Rate Interface - IP400 Office PRI T1 IP Office supports Primary Rate ISDN 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 and Number service over Primary Rate Trunks (NI2). Analog Trunks • Loop Start Loop start trunks are available on the IP Office Quad Trunk Module installed within the IP Office control unit, or on the Analogue Trunk 16-port expansion module (ATM16). The first two trunks on the ATM16 are automatically switched to power fail sockets in the event of power being interrupted. They conform to the TIA/EIA-646-B standard. The loop start trunks also support incoming caller line identification (ICLID) conforming to GR-188-CORE and GR-31-CORE standards. IP Office can use this information to route calls or provide it to computer applications to display additional information about the caller. • Ground Start Ground Start trunks are only available on the ATM16, configured through IP Office Manager. 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. Not available in all territories. E1R2 Channel Associated Signaling The IP400 Office PRI 30 E1R2 card is available in two versions supporting either RJ45 or coax network connections. Each card provides channels that can be configured for MFC, Pulse or DTMF dialing dependent on the requirements of the network. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 118 15-601041 - Issue 14d (30th November 2006) 6. Public and Private Voice Networks Packet Based Voice Networking This section describes the options available for businesses that are able to utilize data networks to support voice solutions such as Voice over IP (VoIP). IP Office offers networked voice and data communications, providing: • Built-in IP router • One link for voice and data networking • Common access to the Internet; share files and send e-mails to other sites • Support for RIP-2 protocol for dynamic data routing; IPsec VPN, firewall and NAT (Network Address Translation) and for security; Centralized management and proactive fault management via SNMP, IP 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 campus LAN. • VoIP across the public network. VoIP networking across IP network or WAN VoIP over an Unstructured Private Circuit Data networks can be constructed with IP Office using unstructured point-to-point data circuits (X.21, V.35) at speeds of up to 2 Mbps. These data circuits are accessed via optional Wide Area Expansion modules (one port is included on the IP Office system unit) and Voice Compression Modules (VCM). This approach can realize significant savings by allowing packetised VoIP calls to be interleaved with data on up to 7 leased data circuits with spare bandwidth. Depending on required solution sizing, IP Office supports from 3 to 60 concurrent VoIP calls. VoIP over a Managed Frame Relay Network Frame Relay is a high-speed, packet switching WAN protocol that enables the interconnection of LANs and is usually offered as a service by a public network provider. Frame Relay is a connection-oriented protocol, which means that it relies on an existing end-to-end path between devices connected across the network. It implements these connections using Permanent Virtual Circuits (PVCs). Like a leased circuit, a PVC is a logical path that connects two devices. 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 circuit 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 119 15-601041 - Issue 14d (30th November 2006) IP Office Product Description VoIP over a Managed IP VPN Even though IP Office can operate as a pure circuit switched system with analog and digital TDM handsets, because IP Office includes an integrated Voice over IP (VoIP) Gateway significant cost savings can be made by sending voice and data over a single managed IP VPN. IP VPNs have advantages over Frame Relay networks; access bandwidth need not be pre-allocated between sites like Frame Relay's PVCs and they are generally lower cost and their global reach is normally greater. Access to the IP VPN is via one of IP Office's WAN ports. 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. Avaya do not recommend networking IP Office systems over a unmanaged public IP networks where neither QoS nor service levels can be guaranteed by the provider. VoIP across the LAN In a factory or campus environment, voice calls can sent over 10/100 Mbps LAN connections on systems equipped with optional Voice Compression Modules (VCM). In order to avoid bandwidth contention issues, VoIP across the LAN will require some form of bandwidth management through Diffserve. VoIP networking across the LAN VoIP across the Public Network IP Office is capable of realizing the benefits of Q.931 and H.450 supplementary service support across a public connection where an appropriate QoS connection can be established. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 120 15-601041 - Issue 14d (30th November 2006) 6. Public and Private Voice Networks Supplementary Services within IP Networks IP Office systems linked by IP trunks can have Small Community Networking (SCN) enabled. Using SCN the separate IP Office systems 'learn' each other’s extension numbers and user names and share common resources like Voicemail and Operator. SCN provides the benefits of extension calls and telephone feature transparency for up to 16 IP Office systems connected together, with a community of up to 500 users. Telephone features supported across the SCN are: • Busy Lamp Field. • Call Back When Free. • Paging. • Call Pick-up. • Centralized Voice Mail (using a single Voicemail Pro server) only Support for mailboxes, call recording, dial by name and auto attendants, but queuing on remote systems is not supported. • Internal Directory. • Absent Text Message. • Anti-Tromboning. For Small Community Networks of more than two IP Office systems, a star network configuration is recommended and VCM modules are required in all systems being connected. Avaya recommends that all names and numbers (groups, line, services, etc) on the separate IP Office systems are unique to reduce potential maintenance confusion. Each IP Office system broadcasts UDP messages on Port 50795. These broadcasts typically recur every 30 seconds but BLF updates are potentially more frequent. There are no updates if there is no activity) and the overall level of traffic is very low – typically less than 1 kbps per system. From IP Office Release 2.1(35) and higher, SCN is supported between IP Office systems with differing software levels but network features will be based on the lowest level of software within the network. This option is intended to allow the phased upgrading of sites within a SCN and it is still recommended that all systems within a network are upgraded to the same level where possible. Always refer to the IP Office Technical Bulletin for the latest SCN compatibility matrix If networks of more than 16 systems are required, QSIG can be used to link multiple Small Community Networks together and the functionality between the communities is then governed by the QSIG feature set. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 121 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Small Community Networking When connecting IP Offices together over IP or Packet based networks, Small Community Networking enhances feature transparency. These networks can support up to a maximum of 500 users across 16 sites. The following additional features are available. • Busy Lamp Field. • Camp-on. • Call Back When Free. • Paging. • Call Pick-up. • Centralized Voice Mail (Voicemail Pro). Support for mailboxes, call recording, dial by name and auto attendants. Queuing on remote systems is not supported. • Internal Directory. • Absent Text Message. • Anti-Tromboning. If larger networks are required QSIG can be used to link multiple Small Community Networks together. Functionality between the communities is governed by the QSIG feature set. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 122 15-601041 - Issue 14d (30th November 2006) 6. Public and Private Voice Networks Common Networking Features Least Cost Routing (LCR) By configuring a Least Cost Route, calls may be routed via an alternative carrier. Time profiles for Least cost routes can be used to allow customers to take advantage of cheaper rates at specific times. Multiple carriers are supported in IP Office. For example, if local calls and international calls are to go through one carrier between specific hours, all calls to a specific country through another carrier and all other calls via a third carrier. Indirect Carrier selection using 2 stage call set up via in-band DTMF is also possible with IP Office. 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 both LCR and VoIP and can be configured to 'take' data channels for voice calls while preserving the data call over ISDN services, albeit with reduced bandwidth. Alternate Call Routing IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 123 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Network Numbering Schemes IP Office uses fully flexible network numbering options. Dialed digits can be manipulated to add or remove digits, access codes etc. in order to fit into any numbering scheme. Two types of numbering schemes are commonly deployed - 'Linked Numbering' and 'Node Numbering' schemes. In linked numbering schemes each site within the network has a unique range of extension numbers and users simply dial the extension number of the called party. 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 while still appearing unique across the network. Node numbering schemes are common in larger networks. Linked numbering schemes and node numbering schemes are sometimes both used within the same network with node numbering used 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 124 15-601041 - Issue 14d (30th November 2006) 7. Data Networking Services LAN/WAN Services Computers connected to an IP network in an office communicate via the LAN (Local Area Network). To support small networks both Small Office Edition and IP406 incorporate a Layer 2 Ethernet switch. The Small Office Edition supports 4 ports (with a fifth Ethernet port as a firewalled Layer 3 switch), the IP406 supports 8 ports. The IP412 supports a firewalled 2 port Layer 3 Ethernet Switch only. When computers on the LAN communicate they do not care where the destination is, they just send messages with the address of the destination. These messages are likely to be received at all other computers on the same network but only one – the target destination – will act on the message. Where the destination is on another network, the router is needed to be the "gateway" to the rest of the world and find the optimum route to send the message on to the destination. The router alleviates the need to establish and hold a call for the duration of a communication session (when messages or IP packets are being sent between source and destination) 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). The IP Office system supports all of these types of network connections. 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 systems have an integral router with support for bandwidth on demand that allows the negotiation of extra bandwidth dynamically over time. Where connection is over ISDN, IP Office initiates extra data connections 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. Quality of Service IP Office supports 802.1p packet prioritization. 802.1p is a specification for giving Layer 2 switches the ability to prioritize traffic (and perform dynamic multicast filtering). The prioritization specification works at the media access control (MAC) framing layer of the OSI model. To be compliant with 802.1p, Layer 2 switches must be capable of grouping incoming LAN packets into separate traffic classes. Eight classes are defined by 802.1p. Although network managers must determine actual mappings, IEEE has made broad recommendations. The highest priority is seven, which might go to network-critical traffic such as Routing Information Protocol and Open Shortest Path First table updates. Values five and six might be for delay-sensitive applications such as interactive video and voice. Data classes four through one range from controlled-load applications such as streaming multimedia and businesscritical traffic - carrying SAP data, for instance - down to "loss eligible" traffic. The zero value is used as a besteffort default, invoked automatically when no other value has been set. In operation, 802.1p calls for the use of priority fields within the packet to signal the switch of the priority-handling requirements. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 125 15-601041 - Issue 14d (30th November 2006) 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, while access to the Internet for e-commerce applications and information has become vital. IP Office systems provide shared, secure, high-speed access to the Internet via exchange lines (Central Office), digital leased line or IP VPN services. Internet security concerns are addressed through the provision of an integrated firewall so removing the need for a standalone firewall. 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. The firewall 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 a remote access service to ensure authorized users can gain access. Service Quotas place a time limit on outgoing calls to a particular IP Service so limiting costs. Each service can be configured with an alternative fall back, 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 126 15-601041 - Issue 14d (30th November 2006) 7. Data Networking Services Remote Access Features IP Office's integral firewall, service quotas and timebands all apply to remote access calls. Remote access security can be supplemented by CHAP (encrypted passwords) to verify the end users, or PAP which does not support encryption. Timebands can control the hours within which the remote access service is available. A "trusted location" can be set for dial in. These are locations that the System will allow either data access, e.g. 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. In addition to remote access from Telephone Adaptors, an optional 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 ATM4 trunk cards and Small Office Editions analog trunk ports support switching of the first analog trunk to an integral V.32 modem for remote access. LAN to LAN Routing All businesses now have a need for data routing 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. 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 multiplexers 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 127 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Data Networking Features Integral 10/100 Mbit Layer 2 Ethernet Switch • IP Office - Small Office Edition & IP406 V2 Only. All the IP Office - Small Office Edition platforms provide a four port Layer 2 Ethernet Switch. The IP406 V2 provides an 8 port Layer 2 Ethernet switch. Each port auto-senses its operational speed, 10M or 100M. In addition to the four port layer 2 switch, IP Office Small Office Edition has a fifth Ethernet port (labeled WAN) with its own IP Address (LAN2) intended for connecting to external xDSL or Cable Modems. This fifth port is a Layer 3 switch to the other four ports. Integral 10/100 Mbit Layer 3 Ethernet Switch • IP Office - Small Office Edition & IP412 Only. 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. It is possible to set up a firewall between two LAN segments using the IP Office layer 3 switch. Small Office Edition offers a firewall between its four port Layer 2 Ethernet switch and its Layer 3 Ethernet WAN port, while IP412 supports a two-port Layer 3 Ethernet switch with the firewall between them. Both of these switched ports have their own IP addresses (LAN1 and LAN2) and in order for traffic to pass from one port to the other, a route is configured in the system’s routing tables. Layer 3 switching is available on IP Office - Small Office Edition & IP412 Only. 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 DHCP server or be set with its own static IP address. Both IP Office - Small Office Edition and IP412 have two independent DHCP servers, one dedicated to each of the Layer 3 switched LANs. Leased Line Support All IP Office systems 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. 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 ISDN dial-up circuits using its E1/T1 or Basic Rate trunks. Where data speeds greater than a single channel are required (64K/56K), additional channels can be added to the call as and when they are needed. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 128 15-601041 - Issue 14d (30th November 2006) 7. Data Networking Services 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 while ensuring that bandwidth is available as and when it is needed. Frame Relay Frame relay is a wide area networking protocol based on 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 can be configured to limit the maximum number of minutes that a service, such as Internet Access, is available for each user. 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 time of day for service. For example, a time profile could be set up 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. 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 129 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Data Header Compression IP Header Compression (IPHC) reduces the header size of the data packet to gain bandwidth efficiency over Wide Area Networks, but adds to transmission latency. 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 remote end of the data call to request additional calls to be made to improve aggregate 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 names such as www.avaya.com to the domain’s IP address required to establish a connection. IP Office provides this service to PCs on the network by proxy. Network Address Translation (NAT) Network Address Translation is a mechanism that allows you to use different IP address on your private network behind a router with a public IP Address. When connecting to the Internet, ISPs typically want a customer to use an IP address they have allocated. Using NAT this is easily accommodated, eradicating the need for the customer to change their network numbering scheme and providing additional security to the internal users as their address in hidden to the public. 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 130 15-601041 - Issue 14d (30th November 2006) 7. Data Networking Services Firewall IP Office integrated firewall provides packet 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 through IP Office Manager. This permits different security regulations to be applied to individual dial-in users and data 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 IP Office to be synchronized with the information on an LDAP server (limited to 500 entries). Although targeted for interoperation with 'Windows 2000 Server Active Directory', the feature is sufficiently configurable to interoperate with any server that supports LDAP version 2 or higher. Remote Access Server (RAS) IP Office provides RAS functionality allowing external users to dial in to the local area network from modems, telephone adaptors and routers. Several of the previously described features and services can be applied to the dial-in 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 while 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" telephone 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. 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 131 15-601041 - Issue 14d (30th November 2006) IP Office Product Description VPN: IPSec Tunneling IPSec tunnels allow a company to pass data between locations over unsecured IP networks such as the public internet. The company data is secured using 3DES encryption making it unintelligible to other parties that might be 'eaves dropping' on the traffic. Tunneling can be applied to link offices together or provide workers access to the office over the internet. All IP Office systems support up to a total of 256K worth of encrypted traffic to multiple locations. 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 optional and enabled on IP Office through a License Key. Note: Check with Avaya for supported scenarios and 3rd party devices. VPN: 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 132 15-601041 - Issue 14d (30th November 2006) 8. Phone Manager Phone Manager The IP Office Phone Manager application provides users control of their telephone from a networked PC. Phone Manager can be used with any IP Office extension; analog, digital or any IP telephones, wired or wireless, and is available in three versions: Phone Manager Lite, Phone Manager Pro and Phone Manager PC Softphone subject to licensing. Phone Manager cannot be used with IP DECT extensions unless the IP DECT extension is Twinned with a primary extension that can be used with Phone Manager. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 133 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Phone Manager Lite Phone Manager Lite is included as part of the IP Office solution free of charge for every user and provides easy access to telephony features, call information and call control. Phone Manager will normally run in the Windows system tray once the user is logged on, minimizing screen space when not in use. Caller ID/Name Presentation Caller ID is presented as standard (where provided) allowing users to see who's calling before answering. The caller's phone number and name (if known to IP Office) are clearly shown in the call status area of the Phone Manager screen. For incoming calls, the dialed destination is also visible, for example the user’s Direct Dial number, or a specific department, for example switchboard, sales, support or administration. This feature allows users to answer the call appropriately and gives the flexibility to participate in multiple hunt groups, particularly important for small businesses. The same information is also displayed should a second incoming call be presented, allowing users to easily switch between calls or allow the second call to go to voicemail. Users can choose to have the information pop-up on their PC automatically as soon as a call is presented, or when the call is answered. Call History Phone Manager's call history keeps a combined record of up to 100 calls while the application is active. Doubleclicking any logged call dials that number. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 134 15-601041 - Issue 14d (30th November 2006) 8. Phone Manager Voicemail Access Phone Manager Lite provides notification of any new voicemails received and provides access into the user or group’s mailbox allowing messages to be played. Desktop PC Telephony Controls Phone Manager has telephony buttons on a tool bar that activate standard telephone functions such as Answer, Transfer, Hold, Account codes and Conference etc. so that users don’t need to remember IP Office specific feature codes. Personal settings such as Do Not Disturb (including exceptions list), call forwarding, mobile twinning and voicemail transfer option settings can be easily set up using Phone Manager. Calls can be easily parked using "drag & drop" functionality. Four Call Park slots/zones, which can be shared between users and operators, or within a department on the same IP Office system, further add to the ease with which the entire call handling process is streamlined with Phone Manager. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 135 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Personal Productivity & Collaboration All versions of Phone Manager feature a Busy Lamp Field (BLF) and Speed Dials. This allows users to customize the application to reflect the status of their department, immediate colleagues or the whole company as desired. The Direct Station Select allows you to dial regularly used internal and external numbers via a single-click. A single Direct Station Select icon allows you to dial their work, mobile/cell phone and home numbers. 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. BLF information is also available on remote users as long as they are on a Small Community Network (SCN). Phone Manager Lite supports up to 15 Speed-Dial/BLF entries. Internal User Busy Message Divert External Number Work Mobile Home Do Not Disturb Not logged into LCS Logged into LCS Where Microsoft Live Communications Server (LCS) is also available within the user’s business, Phone Manager users can view colleague’s presence (online, offline) as well as send Instant Messages (IM) via Phone Manager. For example users can send an IM to alert a colleague that an important call is waiting for them even though they’re busy on another call. Phone Manager also offers Conferencing Center toolbar buttons that allow users to book a conference or join a web conference. Note: The booking feature is only available if the user has been granted permission by the system administrator and Conferencing Center has been installed (see the Conferencing Center section for further details). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 136 15-601041 - Issue 14d (30th November 2006) 8. Phone Manager Phone Manager Pro Phone Manager Pro is licensed on a per-user basis and provides all of the Phone Manager Lite features plus the following: • Personal Productivity & Collaboration: Phone Manager Pro offers increased capacity from 15 to 1000 Speed Dial/BLF entries. These are distributed across 10 tabs to allow users to group speed-dial/Busy Lamp Field icons by department or location e.g. Sales, Support, etc. Each speed-dial tab supports up to 100 speed dial/BLF entries. • Integration with Contact Management packages: to facilitate screen popping of the contact details of an incoming caller, dialing from the contact record with a simple mouse click and simple creation of new contact records with auto-insertion of the telephone number while on a call. The user can select which Contact Management should be popped: • • Outlook • GoldMine • ACT! • Maximizer. VoiceMail Pro mailbox control: • Manage voicemails: Phone Manager Pro allows users to play, rewind, fast-forward, save or delete their voice messages. • Manage Personal Distribution Lists: Phone Manager Pro allows users to configure their Personal Distribution Lists (VoiceMail Pro Intuity mode only). • Manage voicemail greetings: Users can record & select which of the personal greetings is active (VoiceMail Pro Intuity mode only). • Personal phone number directory which allows further personalization and improves productivity: • Name matching: If the Caller ID is recognized in the local PC directory, the caller’s name can be displayed. Up to 1000 entries are supported. • 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 message to use. • Distinctive ringing: Allows the configuration of distinct ringing on a per caller basis. WAV 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, clients, and unknown callers. • Compact mode minimizes the screen space required to run the Phone Manager Pro application. While in compact mode, a notification slider alerts new calls and allows the user to view the caller ID or associated caller’s name and answer the call. Users can easily switch between standard and compact modes. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 137 15-601041 - Issue 14d (30th November 2006) IP Office Product Description • Agent Mode operation 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. Agent-mode users can set their phone to “Busy” or “Wrap-Up” and select which hunt group they are member of via simple button clicks. Access to this feature is controlled by the administrator via User Rights. Busy Select Group Busy Start Call Wrap Up Membership Not Available Recording Stop Call Recording • Account Codes tab: Users can easily activate Account codes (before or during the call) through the “Account Codes” tab. This tags calls with an alphanumeric account code via a single-click. Note: Lite users can enter account codes but cannot view the Account Codes tab. • Queue monitoring allows the user to see the number of calls waiting in up to 2 queues. The Phone Manager Pro user does not need to be part of the huntgroups being monitored. • Door entry control allows the user to open or close the two external relays in the IP Office system. This can be used to activate an external system such as door-entry or security camera. • Call History: Phone Manager Pro provides separate tabs for Incoming, Outgoing, Missed and All Calls. Each call log tab will store the last 100 entries which can be sorted by date & time, caller ID and call duration if required. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 138 15-601041 - Issue 14d (30th November 2006) 8. Phone Manager IP Softphone (Phone Manager PC Softphone) Phone Manager PC Softphone is licensed on a per-user basis and provides all of the Phone Manager Pro functionality. In PC Softphone mode, both audio and call control operations are handled on the PC so no additional telephone is needed. When using PC Softphone, the user will need an audio device such as a headset or USB handset, both USB and soundcard interfaces can be used with PC Softphone. PC Softphone can be twinned with another IP Office extension offering mobility and choice so that calls can be answered on either endpoint. Phone Manager PC Softphone has the significant advantage for mobile users with wireless or wired remote access to the LAN, providing 'a phone within their laptop' with all the features available in the office. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 139 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Phone Manager Feature Summary Feature Phone Manager Phone Manager Pro Lite and PC SoftPhone Inbound/outbound call handling. Yes Yes Phone call control. Yes Yes Configure phone preferences. Yes Yes Configure keyboard short cuts. Yes Yes CLI (ANI) / Name display. Yes Yes Speed dial / Busy Lamp Field management. Yes - 15 icons maximum. Yes - 100 icons maximum per tab. Speed Dial tabs (to group Busy Lamp Field icons) Yes - 1 tab. Yes - 10 tabs maximum. Microsoft Live Communications Server (LCS) Integration Yes Yes View internal users’ presence via LCS Yes Yes Send Instant Messages (IM) to internal users via LCS Yes Yes Compact mode – Yes Local Phone Directory. – Yes - 1000 entries maximum. Call history log – all, missed, messages. Yes Yes Separated incoming/outgoing call log. – Yes Collect new voicemail messages. Yes Yes Voicemail box control (Intuity and IP Office modes). – Yes Personal Distribution List set up (Intuity mode) – Yes Incoming call scripting. – Yes Time on call. – Yes Door opening control. – Yes Queue monitoring. – Yes - 2 Queues Conference Control Display. Yes Yes Conferencing Center action buttons Yes Yes 'Screen pop' contacts (Outlook, Goldmine, ACT! and Maximizer). – Yes Simple Outlook contact record creation. – Yes Agent Mode. – Yes Distinctive Ringing (WAV file). – Yes Post Connect dial (sending DTMF while connected to another party). Yes Yes VoIP mode (to run as an PC Softphone) – Optional license IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 140 15-601041 - Issue 14d (30th November 2006) 8. Phone Manager Phone Manager System Requirements • Phone support: Any telephones connected to IP Office, although hands-free operation is only supported on suitable Avaya Digital and IP telephones. Phone Manager can only be used with the primary wired telephone which can be twinned with the Avaya 3701 and 3711 IP DECT telephones. • PC requirements: • • Always refer to the latest Avaya SMB Technical Tip or Technical Bulletin for any updated information with regard to Operating Systems, Service Packs or PC hardware • Refer to Technical Specifications section of the Product Description for Operating System and Hardware requirements Licensing: • Phone Manager Pro: Requires a Phone Manager Pro license for each user. • Phone Manager PC Softphone: Requires an IP Office PC Softphone license in addition to the Phone Manager Pro user license. There must be equal or greater Phone Manager Pro licenses than PC softphone licenses. The use of a headset is strongly recommended. Operation through standard speakers and integral PC microphones is possible but not recommended. • Phone Manager Pro screen popping provides integration with Microsoft Outlook 2000/2003/XP, Act! 6.0 and 2005, Maximizer 7.5 and 8.0 Enterprise, Goldmine 6.0 and 6.7. • Phone Manager PC Softphone supports QoS in the form of DiffServ for both Windows XP/2000. • Phone Manager PC Softphone can be used over a wireless LAN, in this configuration no more than 3 simultaneous calls can be supported per access point. • Up to 360 Phone Manager users can be supported on the same LAN subnet as IP Office. Where remote subnet Phone Manager users are deployed, up to 10 remote users will receive BLF updates. • Up to 5 Phone Manager users can be supported on a single Citrix thin client server • Instant Messaging options require the network to have a Microsoft Live Communication Server (LCS) with both a server license and client licenses for each user. Phone Manager has been verified as compatible with Microsoft LCS 2003 and 2005. No additional license is required in IP Office. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 141 15-601041 - Issue 14d (30th November 2006) 9. SoftConsole SoftConsole SoftConsole is the PC based Windows Operator Console for IP Office. SoftConsole has been designed to improve operator service by providing the operator with call information and available call actions to simplify call handling and give the appropriate response to the caller. With this easy to use software tool the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner. SoftConsole has a similar look and feel to the Phone Manger application and can be minimized in the Windows system tray when not in use, but will pop up on the screen when a call is received. SoftConsole has been designed to be easy to use, while offering a look and feel, which will appeal to experienced and novice operators alike. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 143 15-601041 - Issue 14d (30th November 2006) IP Office Product Description The SoftConsole screen is divided into the following areas: • Main Menu Bar Commands & actions are available through menus. Some features can only be used when the right conditions. If they are not available, the feature will be “grayed out” until conditions change that allow the feature to be used. The following features are available on the tool bar: • • Login. • Hang up. • Save Profile. • Page. • New call. • Record call. • Answer call. • Compact view. • Hold call. • Dial Pad. • Transfer call. • Access conference room 1. • Transfer complete. • Access conference room 2. • Reattempt transfer. • Options. • Conference. Call Details Panel The call details panel on the left shows details of the current call which will include the following information: • Calling Name The system directory name associated with the calling number. • Calling Number The telephone number of the call originator. • Called Name The system user name or hunt group name associated with the called number. • Called Number The extension number the incoming call has been routed to by the system. • Call Status States the progress of a call. The border around the call status panel changes color to indicate the status of the call. • Call Duration The length of time that the has been in the state as indicated by the Call Status • Notes This area displays notes or information about the call i.e. when a call has been returned as there was no answer from the extension it was transferred to. If annotation is attached to the call, details are shown in the Notes area. If a new call arrives, the call details panel will display the calls waiting to alert the operator and allow answering of the call based on the Caller ID. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 144 15-601041 - Issue 14d (30th November 2006) 9. SoftConsole • Directory Panel The directory panel on the right shows information on following: • Directory entries Including IP Office users, hunt groups and external directory user (non IP Office extensions) • Single directory entry details Including IP Office users, Hunt Groups and external directory user (non IP Office user). • Script When a script has been configured for either the calling or called number, the script is displayed in this panel. 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 is displayed whenever a call is received for that company. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 145 15-601041 - Issue 14d (30th November 2006) IP Office Product Description • Conferencing Within SoftConsole, calls can be conferenced when held, or a conference can be created through the two conference rooms: • Conference Held Calls An operator can conference calls that are in the Held Panel. All calls in the Held Panel will be conferenced. • Conference Room An operator can configure up to two conference rooms including details on who is hosting the conference plus the ability to send out invites to conference participants (automatic invites can be generated in conjunction with Voicemail Pro, see IP Office Conferencing Center for more details). SoftConsole gives the operator visual status of calls in the conference room: Not Invited. Invited. Joined. Declined. Unavailable. • Queue Panel The queue panel displays a bar graph of 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 calls 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. • Call History SoftConsole's call history keeps a combined record of up to 100 (incoming, outgoing and missed) calls while the application is active Double-clicking any logged call dials that number. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 146 15-601041 - Issue 14d (30th November 2006) 9. SoftConsole • Status Bar This Shows current status of the system and is divided into four sections that display current connection status, current Profile name, information messages and The number of new voice mail messages for the operator. Information messages include any alarm conditions that are present within the system. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 147 15-601041 - Issue 14d (30th November 2006) IP Office Product Description SoftConsole Options SoftConsole has many configurable options available to the operator to personalize the look and feel. The Operator can tailor the usability specifically to each their personal preferences. The following configuration options are available: • Incoming Calls This tab enables the operator to manage the local SoftConsole directory by creating, editing and deleting entries from the selected directory. Also the operator is able to associate a script or media file with each specific entry. • 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 used to monitor queue status by enabling the operator to set up various alarm thresholds such as the Number of calls in queue and Longest waiting call time. A WAV media file can be associated with an alarm for further customization. • Park Slots This tab enables the operator to define which park slots are accessible on a system wide basis up to a maximum of 16. The operator is also able to assign which numbers are used to access each park slot and where the slot appears in the park slot panel. • BLF Groups This tab allows the operator to create and edit BLF groups. • Door Entry This tab allows the operator to configure up to two door entries. • Directories This tab enables the operator to choose access to the following directories: SoftConsole local directory, IP Office system directory and Microsoft Outlook contacts. Once chosen, the operator is able to map fields to directory entries. • Conferencing This tab allows the operator to set up the names of the two conference rooms. The names will appear on the telephone displays of users in the conference room (maximum of 10 characters). • Keyboard Mapping This tab allows the operator to assign keyboard short cut keys for SoftConsole functions. • Keyboard Actions This tab allows the operator to specify the default action when alphabetic or numeric characters are pressed. • Alphabetic Keystrokes: Begin directory search or Open call annotation window • Numeric Keystrokes: Begin directory search or Open pop-up dial pad • Appearance This tab allows the operator to change the appearance of SoftConsole fonts, skins and the call information window color. • SoftConsole This tab allows the operator to save the changes made to the configuration of SoftConsole either automatically or manually to a local configuration file on the PC. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 148 15-601041 - Issue 14d (30th November 2006) 9. SoftConsole SoftConsole Administration SoftConsole has an administration mode that enables the operator to configure the following settings: • Control panel views The BLF panel, call history panel, held calls panel and park slot panel can be hidden or made visible. • Change the Administrator password • Edit operator profiles Each operator can have a personalized profile, which can be configured by the administrator. • Create and modify templates SoftConsole comes with three predefined templates, which can be modified, or new templates can be created. • Specify the maximum length of call notes IP Office supports a wide range of different telephone types. These have different display sizes so the operator can define the character length of messages sent to each user according to the type of phone they use. • System Tray working The application can be minimized and left running in the system tray so that it can pop on received calls. SoftConsole Telephone Requirements • SoftConsole provides extensive call management, but it still requires an IP Office telephone to provide the speech path. SoftConsole has been tested and is certified to work with all Avaya wired digital and IP phones that are listed in chapter 4. • SoftConsole cannot be used with IP DECT 3700 series telephones. SoftConsole PC Requirements • IP Office software release 2.0 or later. • PC requirements: • • Always refer to the latest Avaya SMB Technical Tip or Technical Bulletin for any updated information with regard to Operating Systems, Service Packs or PC hardware • Refer to Technical Specifications section of the Product Description for Operating System and Hardware requirements A maximum of four SoftConsole applications can be run per system. An IP Office license controls the number of simultaneous SoftConsole users. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 149 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Voicemail Voicemail provides a telephone answering machine with a personalized greeting on every employee's desk and allows callers to leave spoken messages when the user cannot answer a telephone call. Voicemail messages are retrieved either locally or remotely via any telephone (users are prompted for a PIN if they are using any telephone other than their allocated extension or a trusted location e.g. mobile telephone). For users that prefer to have email as their main message store, they can forward their voice messages to their email and collect them via their email account. The voicemail server is multi-lingual and can offer different prompts depending on the user's preferred language, independently of the default system setup. Similarly, external callers can hear prompts in their own language depending on their incoming call route (e.g. based on caller ID). Four voicemail options are available: • Voicemail Lite • Embedded Voicemail (IP406 V2 and Small Office Edition only) • Voicemail Pro • Centralized INTUITY Audix / Modular Messaging Voicemail Positioning Summary For further details refer to Voicemail Feature Comparison at the end of this section. Feature Embedded Voicemail Supported IP Office Systems Small Office and IP406 V2 Voicemail Lite Voicemail pro PC Based - All IP Office systems. Mailboxes IP Office automatically creates mailboxes for each user and hunt group on the system. Message Storage Capacity Small Office = up to 10 hours. IP406 V2 = up to 15 hours. 1MB per minute up to hard disk capacity. Maximum Simultaneous Calls Small Office VCC3 = 3 Small Office VCC16 = 10 IP406 V2 = 4 4. Requires licenses: Small Office = 10 IP406 V1/V2 = 20. Centralized operation. No. No. Yes. Queue Announcements No. Yes. Yes. Auto Attendant Yes. No. Yes. Call Recording No. No. Yes. Intuity Emulation No. No. Yes. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 151 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Voicemail Lite Voicemail Lite is the IP Office basic Voicemail application and can handle up to 4 simultaneous calls, Each user has the option of turning their Voicemail on or off. When on, the system automatically answers their telephone when they are not available to take a call, plays a personal greeting to confirm that the intended recipient will actually receive the message, and records a message. The person calling also has the option of dialing a different extension number while the greeting is played to call someone else, including 0 for the operator. When a message has been left, the user will see a message-waiting lamp lit on their telephone and can press a retrieval button to collect their messages. Voicemail Lite can ring the extension to deliver any new messages. When voicemail messages are left they are time & date stamped and the caller's number noted. Once listened to, old messages are automatically deleted 36 hours after being left, unless the user chooses to save the message permanently. Voicemail can be collected remotely by calling into the Voicemail Lite server. If the number the user is dialing from is recognized (home number or Mobile/Cell Phone for example), they will listen to their voicemail straight away. 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 listen to voicemail. Users have the ability to set and change their own PIN codes. Where a voicemail needs to be copied to other users, Voicemail Lite provides many options: • Voicemails can be forwarded to another mailbox, or group of mailboxes • Recipients can add their comment to the voicemail before forwarding to another mailbox or mailboxes. • Voicemails can be forwarded as email WAV attachments. Voicemail Lite telephony user interface (TUI) only operates in IP Office mode, not INTUITY mode. Embedded Voicemail (IP406 V2 and IP Office - Small Office Edition only) In environments like retail or home office, where space or noise or cost considerations rule out using a PC for voicemail, Embedded Voicemail will be the preferred option for an entry-level voicemail service. With the Small Office Edition Embedded Voicemail makes use of the voice compression resources to optimize the message storage by compressing messages before storing, and expanding them during playback. By doing this up to 10 hours of messages can be stored for all users of the system. The IP406 does not require voice compression modules for storing messages and has up to 15 hours of storage. Key features of Embedded Voicemail include: • 3 Port voicemail as standard on Small Office Edition (10 ports with 16VC variants of SOE), 4 port voicemail for IP406 V2. • Up to 10 hours storage on SOE, 15 hours message storage on the IP406V2. • Configurable record time: Default value 2 minutes, maximum value 3 minutes. • Mailbox security codes ensure a minimum of 4 characters to be set. • Multiple languages stored on the Flash Memory card. • Help menus (via *4). Greetings & Mailbox Navigation. • Voicemail Breakout: Press *0 at any time to return to the operator. • Configurable system-wide short code for Voicemail collect (e.g. *17). • 4 independent Auto Attendants (AA) with 3 time profiles per AA. • Up to 12 menu items per Auto Attendant with automatic time-out to fallback number. • No License Key required. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 152 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Voicemail Pro IP Office Voicemail Pro offers all the features and facilities of Voicemail Lite and can be tailored to meet the individual needs of a business. It has higher call capacity by scaling up from 4 to 30 simultaneous calls. All options are available in a choice of languages, both spoken voice prompts and graphical programming interfaces and has the choice of IP Office TUI and INTUITY emulation TUI. At the heart of Voicemail Pro is the ability to construct callflows from a series of different building blocks. These building blocks allow automation over tasks like answer a call, listen for tone-dialed digits, make a call etc. Voicemail Pro callflows allow far more than just guiding a user to the group or extension they require. Callflows allow Voicemail Pro to dial back users as soon as a voicemail message is left for them, it provides remote access to phone forwarding settings should a user wish to change their Forwarding or Follow Me number from an external telephone. Voicemail Pro provides message handling for individuals or groups, audio information to callers so assisting the operator during periods of heavy call activity and links to business applications through services such as Text-to-Speech. Voicemail Pro provides a full telephony applications environment where call flows can be set up and interact in real time with business workflow – callers can interact via menus and data entry and Voicemail Pro applications can speak back results. For example, users can listen to their email messages through the telephone A single PC based Voicemail Pro server can provide voicemail services to multiple IP Office systems in a Small Community Network over the LAN, WAN or a Frame Relay network. This is referred to as 'Centralized Voicemail' and can reduce costs, while facilitating communication between IP Office sites. 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 on answer, allowing them to choose to accept the call or not. This is particularly useful on "CLI/ANI withheld" numbers - usually calls from telesales companies where somebody is trying to sell you something. Voicemail Pro will not intrude onto busy extensions. • Assisted Transfer allows transfer of a call to a destination, but allows the call to return to Voicemail Pro automatically for other options should the called party be engaged, or not answer within a pre-determined time. • Conditional routing of calls. Conditions are constructed from a set of basic elements. These elements can be combined within a single condition to create complex rules. For example, the Week Planner can be used to define the company's standard working hours, and then combined with the calendar to define exception days such as public holidays / vacation. • Call modules. Modules allow you to create sequences of actions that you want to share between a number of different call routing scenarios – like a “macro” in PC applications. These modules can be used to create a library of vertical voicemail applications or just easy dissemination to other IP Office voicemail sites, thanks to its import and export functionality. • Activation of the external relays on the IP Office system. For example, remotely checking the status of the office heating and then turning it on from your Mobile/Cell Phone on your drive in to work. • Finally, a Speaking Clock, that takes its time from the Voicemail server, is built into Voicemail Pro to minimize call charges. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 153 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Key features of Voicemail Pro include: • Voicemail Pro client, a graphical user interface for programming and configuring applications both locally and remotely. • IVR for individual business requirements. • Personal Numbering. • Broadcast group messages. • Audiotex and Auto-Attendant services (including dial by name). • Sophisticated Queue Announcement facilities. • Conditions (e.g. test if 'out of hours'). • Automatic and On Demand Call Recording with an option for ContactStore Search and replay of saved messages • Voice Forms/Questionnaire Mailboxes (Campaign Manager). • Personal distribution lists. • Access to Database information for building Interactive Voice Response (IVR) systems. • Tag information retrieved from a database to a call and deliver it with the call to an agent. • Visual Basic (VB) Script support to allow the configuration of the Voice system through VB Scripts rather than Voicemail Pro call flows. • Extended Personal Greetings to customize the information presented to a caller based upon the availability of a user. • Text To Speech facilities to allow emails to be read out over the telephone and/or for database information to be read to a caller in 14 languages. • Housekeeping facilities for the management of messages. • Automatic detection and routing of Fax calls within Auto Attendants and within a subscriber's voicemail box. • Forwarding of voicemail messages to Email systems via SMTP. • Support for a range of the INTUITY telephone user interface features in INTUITY emulation mode. • Recording of system prompts through the telephone handset or using multimedia facilities on a PC. • Speaking Clock. • 22 supported prompt languages: Chinese (Mandarin), 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 • Support for TTY hearing impaired text phone • Centralized voicemail within a multi-site IP Office environment. • Networked Messaging with other Avaya voicemail systems. • Capacity of up to 30 ports (depending on IP Office Control Unit). Further details on some of the Voicemail Pro functionality listed above are described later in this section. Further information on Queue Announcements can be found in Compact Contact Center (CCC). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 154 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Networked Messaging Where organizations are operating a number of voicemail systems across different sites it is important to be able to provide integrated operation between voicemail systems so that messages can be passed between systems and delivered to a user's mailbox seamlessly. This is achieved by IP Office Voicemail Pro being licensed to support Networked Messaging. The Networked Messaging Solution defines a common set of features to allow inter-working between Avaya voicemail systems. In INTUITY mode, while listening to or having listened to a message, the user can select the option to forward the message to another mailbox, the mailbox entered can be any mailbox number on the local system or any mailbox on a remote Avaya system. The IP Office Networked Messaging facility will allow configuration of up to 2000 remote mailboxes on each Voicemail Pro server and will operate with other IP Office systems supporting this feature, the Avaya Interchange and Avaya S3210 servers. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 155 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Auto Attendant Voicemail Pro provides an easy-to-use, multi-level configuration tool (the Voicemail Pro client) which allows network managers and system administrators to construct an interactive menu system, based upon DTMF telephone key entry. This allows an Auto-Attendant system to be built and configured to suit business needs, be that on its own or as a back-up for the regular operator when call volumes are high. Voicemail Pro offers the caller the ability to dial the name of a person via the phone keypad (like “Text” messaging on cell/mobile phones). In response the auto-attendant offers the caller a best match name or if there is more than one, a selection list is offered and the caller can select which one they want to call. As an example, Voicemail Pro can be used to build an Auto-Attendant that prompts callers to "enter 1 for sales, 2 for support, 3 for admin, or 0 for the operator" allowing them to be transferred to the appropriate department without operator intervention. Alternatively, a list of personnel and their extension numbers could be listed, allowing the caller to directly access the person they want. For larger companies it could be department name listed first, followed by the list of employee extensions within the department. The latter two examples are ideal where company telephone operation has changed from a central operator to Direct Dialing (DDI/DID), allowing callers to "learn" the required extension number from the prompting of Voicemail Pro, and then in future dial the extension number 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 156 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Accessing Database Information within Call Flows (IVR) Voicemail Pro provides the ability to construct powerful interactive systems based upon DTMF telephone key entry. This is achieved by using the flexibility provided from the built-in call flow actions. As a caller passes through any part of a defined call flow the system is capable of interacting with most third party databases 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 delivered to specifically meet the requirements of the business and the customer experience that is required. Example interactive systems that can be built as a result of these facilities include: Information Bulletin Boards, order taking and order processing systems, front end systems to Help Desks/Support Desks, Contact Centers, secure access to information through PIN checking, survey systems, remote time sheet management, etc. • The ability to interact with Database information is enabled through the purchase of the 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 client. Example Call Flow Utilizing Database Actions IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 157 15-601041 - Issue 14d (30th November 2006) IP Office Product Description The database actions that are provided through the Voicemail Pro Client are: • Database Open – Opens a link to the required database. Multiple databases can be accessed during a call but only one database can be opened at one time. • Database Execute – Provides the ability to enter a query on the opened database. The query can 'Select' data from the open database or can 'Insert' data into the database. • Database Get Data – Provides access to the data that has been retrieved from a database through the Database Execute action. The user can retrieve the next item, previous item, first item in the list or the last item in the list. • Database Close – This action will close the current database. If the database is open when a call terminates then the database will be automatically closed. As with other Voicemail Pro call flow actions, the database actions include the ability to communicate with the Avaya Compact Contact Center for reporting purposes, the Voicemail Pro installation includes Microsoft Data Access Components (MDAC) to simplify connection to most common databases. Interaction with the opened database is done through Structured Query Language scripts (SQL). An administrator can enter SQL script directly into the specific section of the Database Execute action. For administrators that are not familiar with SQL scripts, a script can be created automatically through the use of a SQL Query Builder Wizard. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 158 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Using Text To Speech (TTS) Facilities within a Callflow A Text To Speech (TTS) engine can be added to further enhance IP Office IVR capabilities, TTS facilities can enhance the callers experience by allowing the system to read back to them any information that has been extracted from a database. For example, in a Book Shop, the caller dials into the system and is asked for an ISBN number of the book they require. The caller enters the ISBN through the telephone keypad and the system locates the title of the book from the database. As well as finding the title, the system could also look up the author of the book and whether there were any books in stock. By using TTS, the system could now respond to the call: "The book, Lord Of The Rings, costing $6.99, written by J R R Tolkien is in stock". The languages currently supported by the Avaya TTS engine are: • Chinese (Mandarin) • Dutch • English (UK) • English (US) • French (Standard) • German • Japanese • Italian • Korean • Norwegian • Portuguese (Brazilian) • Russian • Spanish • Spanish (Latin) TTS Licensing TTS is an optional licensed component of Voicemail Pro, and adds a TTS resource pool for Voicemail Pro to use and release as required. TTS licenses are independent of Voicemail Pro licenses. If a system integrator wants to use a different TTS language set from those supplied by Avaya this can be done by using the 3rd party TTS license instead of the Avaya language TTS. Both license types are based on a concurrent usage model Visual Basic (VB) Scripting The Voicemail Pro call flow programming 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 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. VB Scripting on IP Office Voicemail Pro is an optional licensed component. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 159 15-601041 - Issue 14d (30th November 2006) 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 Voicemail email forwarding, edit their call forwarding and follow me numbers. Together these actions provide a comprehensive Personal Numbering service for the user who needs to remain in contact regardless of their physical location. Users with Mobile Twinning are able to remotely activate their twinning capabilities through Voicemail Pro call flow. Diagram illustrating personal numbering IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 160 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Extended Personal Greetings In INTUITY emulation mode, the Voicemail Pro system has the ability to hold a number of greetings within each user’s mailbox that can be played to a caller. In addition to the standard mailbox greetings, the extended personal greetings provide the ability to present the caller with a greeting that reflects where the call has come from (internal or external) or why the called party is unable to take the call. A mailbox user can configure the responses played back to the caller, based upon the reason the caller was routed to the Voicemail. The supported call states are: • Busy/Engaged The user is currently on a call and unable to accept a second call. • No Reply The user is away from the desk and unable to take a call. • Internal A greeting to be played to internal calls • External The greeting to be played to external callers • Out Of Hours The greeting played when a hunt group is operating 'out of hours'. Out of hours is defined with IP Office Manager and is only applicable to Hunt Group mailboxes. A greeting can be recorded for each of the above conditions through the Telephone User Interface (TUI). If a recording is made for each condition, the order of play back to a caller will be: 1. Out of hours (Hunt group mailboxes only). 2. Internal/External greeting. 3. Busy/Engaged. 4. No reply. A mailbox owner will need to record greetings against these conditions to deliver the greeting that they wish to present to a caller. Phone Manager Pro users can record and manage their voicemail greetings through the Phone Manager GUI IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 161 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Hunt Group Group Broadcast Messages With Voicemail Pro, two modes of operation exist for the handling of hunt group messages. The method used is configured for the group through the IP Office Manager. • Hunt group mode Messages are stored in the Hunt Group mailbox and Message Waiting only informs those individuals configured for message waiting indication from that group. This is ideal for scenarios where only a few people such as a call center supervisor need to be initially aware of group messages. Any message waiting light lit by this is extinguished when the new hunt group message is accessed by a user. This is the default mode of operation. • Broadcast mode Messages are not stored in the hunt group mailbox. Instead they are broadcast (copied and forwarded) to the individual mailboxes of all the hunt group member. This lights the individual messages waiting light of each user of the Hunt Group until they access their mailbox. Personal Distribution Lists Personal Distribution Lists are only available with Voicemail Pro when operating in INTUITY emulation mode. The feature provides the ability for a user to distribute a voicemail message to a list of recipients simultaneously. Lists can be configured by a voicemail box subscriber either through their voicemail box telephone user interface (TUI) or through the desktop PC application Phone Manager Pro. The features available to a voicemail box subscriber include: • Create up to 20 lists with 360 members per list • Mark a list as Private or Public, Private lists can not be accessed by any other voicemail subscriber. Public lists can be used by other subscribers but can not be edited. • Public lists can be copied from one subscriber to another by adding the contents into a new list. • Subscribers can ‘Create’ new lists, ‘Scan’ contents of an existing list or ‘Modify’ existing lists. • List members can be added by using the station number or mailbox name (names are not supported for Voicemail Pro Networked Messaging mailboxes). • Lists can include voicemail boxes that exist on other Avaya Voicemail systems that are available through Voicemail Pro Networked Messaging. • Lists can be added together, duplicate members are automatically removed. This includes public lists owned by other voicemail subscribers. • Mailing lists are accessible to the user at any ‘send message’ and ‘forward message’ option within the user's voicemail box. • When displayed within Phone Manager Pro, distribution lists can have a list description added to it, this is only visible within Phone Manager Pro. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 162 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Interaction of Voicemail with Email Systems As standard, Voicemail Lite and Pro allow for a simple voicemail alert where the entire voicemail is forwarded (copied) as a .WAV attachment to any MAPI or SMTP compliant Email application. (Microsoft Outlook, Exchange, Lotus Notes, etc.) Forwarding allows emails and voicemails to be unified and collected from a single source. This simple alert option that forwards only the caller’s number in the subject of the email, and is ideal for use with commercial Short Message System (SMS) or paging 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 and can be activated remotely. This is beneficial if you are working from home and have an email connection available. Forwarding voicemail to email is one element of unified messaging and is particularly useful for group voicemail boxes as it allows a single voicemail message to be copied to the email of every member in that group. Presentation of Voicemail to Email IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 163 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Fax Messages While not directly supplying or supporting fax software, integration with fax to the desktop or client fax applications can be done through the use of fax servers. This then allows an Email client (for example Microsoft Outlook) to be utilized as an easily affordable unified messaging solution. 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 is provided for all incoming fax calls. In addition to, or as an alternative to, the Voicemail Pro 'Menu' action or a subscriber's voicemail box (INTUITY mode) can automatically detect any incoming fax calls and then direct the call to a predefined location. The benefit to a business or user is that only one number is required for either voice or fax calls. The Voicemail Pro can store the default fax location for the automatic routing of fax calls. Alternatively, with fax tone detection at the voicemail box, each voicemail box can have a fax location number. If a voicemail box owner has set his or her own fax number, then that number is used instead of the default fax location. Voicemail box subscribers can set their own fax number through their mailbox menus. Most fax solutions can be used in conjunction with IP Office, however the following products have been tested and verified to operate in the above scenarios: • Equisys - Zetafax Zetafax for Networks provides versatile network fax software solutions for small businesses, corporate offices and distributed enterprise businesses. It enables employees to send and receive faxes at their desktop, without the need to print fax communications, take them to a fax machine and send them manually. Zetafax can be seamlessly integrated into market leading email systems like Exchange allowing users to send and receive faxes directly from their Outlook client. In addition Zetafax can be integrated with other existing applications, such as accounting or CRM systems, for fast, automated faxing from the desktop or back office. Zetafax for networks is already used by more than 60,000 customers worldwide. • • Further product information available from www.equisys.com Captaris - RightFax RightFax offers a broad, scalable product line that integrates with email, desktop, CRM, ERP, document management, imaging, archival, call center, copier/scanner systems, as well as host, legacy and mainframe applications–virtually all business applications. • Further product information available from www.captaris.com • Fenestrae – Faxination Fenestrae Faxination Server for Microsoft Exchange integrates fax into email technology. Create faxes on your desktop and deliver them to your chosen fax machine at the click of a mouse. • GFI – GFI FaxMaker GFI FAXmaker for Exchange/SMTP allows users to send and receive faxes and SMS/text messages directly from their email client It integrates with Active Directory and therefore does not require the administration of a separate fax user database. GFI FAXmaker integrates via the SMTP/POP3 protocol with Lotus Notes and any SMTP/POP3 server. . • • • Further product information available from www.fenestrae.com Further product information available from www.gfi.com Avaya C3000 (Germany only) The C3000 can run as a fax server only and be integrated with Voicemail Pro. This variant of C3000 is known as Faxmail Pro. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 164 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Integrated Messaging Pro (Microsoft Exchange & Outlook only) Integrated Messaging Pro (IMS) allows easy management and prioritization of email and voicemail messages through one inbox. This optional application integrates IP Office Voicemail Pro and Microsoft Exchange Server and Outlook client 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 telephone, at home or on a Mobile/Cell Phone if diverts are set at the desktop. The latter option is useful when working from home or on the road as it avoids downloading large voicemail files for playback on a multimedia PC. Integrated Messaging Pro user interface IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 165 15-601041 - Issue 14d (30th November 2006) 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 telephone 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 will disappear if a voice message is deleted within Outlook. Within INTUITY mode on Voicemail Pro voicemail messages can be marked as Private or Priority. Any Priority message received is shown with a red exclamation next to the telephone icon with a padlock shown in the toolbar when a message is opened. IP Office 3.2 Product Description . A private message is indicated ©Copyright 2006 Avaya Inc. All rights reserved. Page 166 15-601041 - Issue 14d (30th November 2006) 10. Voicemail 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 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 while 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". 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 TTS 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. Where the user has email reading in their voicemail box, they will be able to record a voice reply to the email, and send it as a .WAV attachment to a reply email to the person who sent the email. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 167 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Campaign Manager As part of Voicemail Pro, Campaign Manager enables the gathering of repetitive information form inbound calls (such as brochure requests) to be fully automated, leaving agents free to deal with other more complex calls which require human interaction. A definable sequence of recordings are played to the caller with time in between each recording to allow the capture of the caller's spoken answers and/or the caller's key presses via DTMF. 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. In a Contact Center environment, when agents are busy, an overflow to Campaign Manager relieves congestion and pressure on agent groups. An agent can collect the completed transaction via a web browser or via a short code representing the park slot number of a particular campaign. This number can be 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 168 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Call Recording Voicemail Pro also offers call recording services which allow the automatic/manual recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. As standard, recordings can be directed to the called extension’s voicemail box or to any other mailbox for later retrieval. Alternatively, recordings can be stored in a central database for retrieval through a Web based browser by using ContactStore for IP Office. The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are not available then a recording may not be taken (for example all Voicemail Ports are busy). Voicemail Pro provides a number of methods for triggering the recording of a call. Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period during which Voice Recording should operate can be selected. • User Recording: The calls to and/or from a particular user can be automatically recorded. By default the recordings are placed in the user's mailbox • Hunt Group Recording: The calls to a particular hunt group can be automatically recorded. By default the recordings are placed in the hunt group's mailbox. • Account Code Recording: An account code can be applied to a call by the user before it is made or during the call. One can also be applied automatically through CLI matching. Both incoming and outgoing calls which use a particular account code can be automatically recorded. • Caller ID Recording: Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a Caller ID match. • Time Profiles: For each user, hunt group and/or account code, an IP Office time profile can be used to determine when auto-recording is used. Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office system. For some situations, it may be a requirement that call parties are advised that their call is about to be recorded. This is done by switching on the Play Advice on Call Recording option via the Voicemail Pro client. The maximum length of any call recording is 60 minutes IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 169 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office ContactStore The standard Call Recording facilities provided with IP Office and Voicemail Pro can be extended further by using IP Office ContactStore. IP Office ContactStore stores and catalogs recordings so that they are easily accessible for later retrieval. Any recordings that you instruct Voicemail Pro to “send to the Voice Recording Library” are placed in a database. IP Office ContactStore is provided with the Voicemail Pro software CD set and has an inbuilt 45 day trial license. A fully featured IP Office ContactStore system can be installed and used for 45 days from the creation of the first recording. After this time the system will stop taking recordings until a license is purchased and installed onto the IP Office. IP Office ContactStore has a number of components, these are: • An MSDE database into which details of all recorded calls are inserted. • A browser-based call search and replay application. • A browser-based system configuration and status monitoring application. • Disk space management - Oldest recordings are automatically deleted as needed. • Optional archive management - Recordings are automatically written to a DVD +RW drive. To allow you to search for calls easily, the details of the recordings are stored within a MSDE database. It contains one record for each call recorded and additional records for each party on the call and the owner of the call. The information that is held for any recording is: • A unique reference for the recording • The start date and time • The duration of the recording • The name and number of the parties on the call—where this was available to IP Office (through ANI, Caller ID or DNIS) at the time of the call. • The direction of the call (incoming, outgoing, or internal) • The owner of the call recording • The target or dialed number, which may be different from the number that actually took the call. Recordings within IP Office ContactStore are stored as .WAV files. IP Office ContactStore uses the G.726 16kbps ADPCM compression standard, which provides the best compromise between storage capacity and CPU loading. IP Office ContactStore is designed to perform compression as a background task, which does not impact the systems ability to record, search or play other calls. It takes approximately 1 minute to compress a two hour recording. The compressed recordings are stored as 16kbps G.726 format, storage requirements are therefore 8MBs per hour of recording. The IP Office ContactStore suite can be installed onto the same server as Voicemail Pro but must be loaded onto a separate partition. Alternatively, IP Office ContactStore can be installed on a separate drive within the same server or on a separate server. The minimum PC specification when Voicemail Pro and IP Office ContactStore are installed on the same server is detailed in the Voicemail System requirements later in this chapter. IP Office ContactStore stores recorded calls with certain security in place. Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages. Each recording has an owner; the call owner is the number of the extension that recorded the call. You can specify to which extensions each user has replay rights; the user can search for and replay all calls “owned” by those stations. Typically an individual may be given rights to replay calls owned by their extension number while managers may have rights to the extension numbers of all of their staff. The system will automatically generate alarms showing system warnings. Alarms are logged to IP Office ContactStore's database and held for a month before being purged. The administrator can define specific Email addresses for alarms to be automatically forwarded to. The email recipient could be a local system administrator, a manned help-desk and/or suppliers' support desks if you have a support agreement that includes this facility. The system sends an email message each time an alarm occurs or is cleared. It also sends an email once per day as a "heartbeat" to let you know it is still operating. Failure to receive the daily heartbeat message should be investigated; it could indicate that the server has failed. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 170 15-601041 - Issue 14d (30th November 2006) 10. Voicemail IP Office ContactStore allows replay of recordings by means of a browser-based application that is accessible with Internet Explorer (IE) V5.0 and higher. The Search and Replay facilities includes the following features: • Personal security restrictions. The restrictions are applied as you log into the web server. • Criteria-based search filter fields to perform specific searches. • Replay controls. Use the replay controls to start, stop, pause, skip forward, skip backward, or to export the recording to a readily playable .wav file. • Audio waveform display. The waveform presents a graphic representation of the audio content of the call. Use the waveform to avoid replaying static or silences, and to move easily to specific portions of a call. The Search and Replay screen, shown below, provides filter fields that you can use to search for calls: Centralized Messaging with Avaya Communication Manager Where IP Office is deployed in an Avaya Communication Manager (ACM) Environment, it may be desirable to use one centrally managed voicemail system (INTUITY or Modular Messaging) to provide voicemail services to IP Office users. IP Office can be configured to use an INTUITY or Modular Messaging system over a remote connection such that all messaging calls divert to this location and message waiting indications are provided from the remote location and are displayed correctly on IP Office extensions. Connectivity must be either an E1 or T1 circuit or an IP trunk running QSIG services. In addition to the IP Office license Key (Centralized VM with ACM RFA) that enables this service, further license keys may be required on the ACM system. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 171 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Voicemail Feature Comparison Platform Support Embedded Voicemail Voicemail Lite Voicemail Pro IP Office - Small Office Edition Yes (uses in built VCM resources) Yes Yes IP403 No Yes Yes IP406 V1 No Yes Yes IP406 V2 Yes (does not use VCM resources) Yes Yes IP412 No Yes Yes Capacities Voicemail Embedded Voicemail Voicemail Lite Voicemail Pro Number of Mailboxes supported No specific limit on IP Office - Small Office Edition or IP406 V2. No Limit No Limit 4 simultaneous calls on IP Office Maximum Number 4 simultaneous calls on IP406 V2. - Small Office Edition, IP403, of Concurrent Calls From 1-10 simultaneous calls on IP (ports) Office - Small Office Edition depending IP406 V1/V2 and IP412 up on available VCM resources Up to 30 dependent on license & platform Recording Time PC dependent (Requires 1MB per minute) IP406 V2: Approximately 15 hours IP Office - Small Office Edition: 10 hours minimum IP Office 3.2 Product Description PC dependent (Requires 1MB per minute) (IP Office - Small Office Edition=10, IP403=10, IP406 V1/V2 =20, IP412=30) ©Copyright 2006 Avaya Inc. All rights reserved. Page 172 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Features Embedded Voicemail No Yes Yes Yes Yes No Internal only Runs as a service Multi-lingual support Voicemail for Individual users Voicemail for Virtual users Voicemail for Hunt Groups Centralized Voicemail Services Voicemail Ringback Voicemail Help TUI Message Waiting Indication Integration with Phone Manager Pro Personalized Greeting Extended personal Greetings Continuous Loop Greeting Forward to Email Copy to Email Listen To Email (Text To Speech) Send Email notification Integrated Messaging & synchronization Save Message Delete Message Forward Message to another Mailbox Forward to Multiple Mailboxes Forward with a Header Message Repeat Message Rewind Message Fast Forward Message Pause Message Skip Message Set Message Priority Set automatic message deletion timeframe Alphanumeric Data Collection Callers CLI/ANI, time & date announced Call Back Sender (CLI/ANI) Remote Access to Mail Box User Definable PIN Code Known CLI/ANI PIN Code By-Pass Breakout to Reception Voicemail Lite No Yes Yes Yes Yes No Internal only Voicemail Pro Yes Yes Yes Yes Yes Yes Internal & external No Yes Yes Yes Yes Yes No No Yes Yes Yes Yes No No Yes* No Yes Yes No Yes Yes No Yes Yes No No Yes* No Yes Yes No No Option Yes Yes Yes Yes Yes Yes No Yes Yes No Yes Yes No Yes Yes Yes Yes Yes No Yes Yes No Yes Yes No No Yes No Yes Yes No No Yes* No No Yes No No Yes* Yes Yes Yes No Internal only Yes Yes** Yes Yes Yes Yes Yes Yes Yes Yes Internal only Internal only Internal & external • *Intuity mode only. • **Remote access can be provided via the embedded Auto Attendant on the Small Office Edition. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 173 15-601041 - Issue 14d (30th November 2006) IP Office Product Description In-Queue Announcements Embedded Voicemail Voicemail Lite Voicemail Pro Queue Entry Announcement No Yes Yes Queue Update Announcement No Yes Yes Queue Position Announcement No No Yes Estimated Time to Answer (ETA) No No Yes Exit Queue to alternative answer point No No Yes Auto-Attendant/Audiotex Embedded Voicemail Voicemail Lite Voicemail Pro Multi-Level Tree Structure Single tier option. No Yes Message Announcements No No Yes Whisper Announce No No Yes Alarm Calls No No Yes Assisted Transfers No No Yes Other Features Embedded Voicemail Voicemail Lite Voicemail Pro Call Recording No No Yes Test Conditions No No Yes Personal Numbering No No Yes Speaking Clock No No Yes Campaign Manager No No Yes Voicemail Pro Manager No No Yes Customized Voicemail No No Yes Intuity TUI emulation mode. No No Yes Forward Emails to External Systems (VPIM) No No Yes Third Party Database Access (IVR) No No Yes Text To Speech within call flows No No Yes Support for Visual Basic Scripts No No Yes IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 174 15-601041 - Issue 14d (30th November 2006) 10. Voicemail IP Office Voicemail Pro Intuity Audix Emulation Features Voicemail Box Intuity Feature support Feature Basic Commands *4 (or *H) Help *7 (or *R) Return to main menu *9 (or *W) Wait **6 (or **N) Look up number/name **9 (or **X) Exit system 0 or *0 Transfer call to operator *3 (or *D) Delete **8 (or **U) Un-delete **4 (or **H) Hold message in category *8 (or *T) Transfer out **7 (or **R) Log in again Options while listening to messages 9 Increase speed 8 Decrease speed 4 Increase volume 7 Decrease volume 6 Skip forward 5 Skip backwards *6 Skip to next message component *5 Skip to previous message component 2 or (*2) Rewind to start of message (skip to previous message) 3 Play back header after pressing 2 *1 Print fax or text Options for addressing voicemails *2 (or *A) Alternate between name and number addressing *5 (or *L) Use mailing list for addressing Responding to a message 0 Call the sender 1 Reply to the sender by voicemail 2 Forward with comment at beginning 3 Forward with comment at the end 4 Record and address a message Main Feature Support 1 Record/Send messages 2 Get messages 3 Create greetings 4 Outgoing and filed messages 5 Personal Options 6 Outcalling 7 Autoscan/Autoprint IP Office 3.2 Product Description Voicemail Pro support Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Not supported Not supported Not supported Not supported Yes Yes Yes Yes Yes Yes Available as an option but fax messages not currently supported Yes Yes Yes, provided Caller ID is provided. Yes Yes Yes Yes Yes Yes Yes Not supported Support for options 1, 3-7. Not supported. Autoscan supported ©Copyright 2006 Avaya Inc. All rights reserved. Page 175 15-601041 - Issue 14d (30th November 2006) IP Office Product Description PC Requirements General Requirements • An IP Office Feature Key is required. • License for Voicemail Pro and any additional ports required. If Voicemail Pro server is installed without a license it will run for 2 hours and then shutdown. • License for all options of Voicemail Pro being installed. • IP Office Voicemail Pro CD. • Installation on the same PC as being used for IP Office Manager is recommended. • Switch off any PC and hard disk sleep, power down, suspend, hibernation modes. PC Specification • Always refer to the latest Avaya SMB Technical Tip or Technical Bulletin for any updated information with regard to Operating Systems, Service Packs or PC hardware • Refer to Technical Specifications section of the Product Description for Operating System and Hardware requirements Network • The Voicemail PC must be configured and tested for TCP/IP networking. • The Voicemail PC must have a fixed IP address. Disk Space A compact or typical installation requires 500MB for the Voicemail Pro software. A full installation requires up to 2GB of disk space. However prompts and recorded messages consume an additional 1MB of disk space per minute. • For Avaya IP Office - Small Office Edition, you can expect to require at least 200 minutes of message recording space, that is 200MB. • For a busy environment you can expect to require at least 1,000 minutes of message recording space, that is 1GB. Web Server Operation If web browser access to campaigns is required Microsoft IIS Web Server must be installed on the Voicemail PC before Voicemail Pro. Both applications must run as a service. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 176 15-601041 - Issue 14d (30th November 2006) 10. Voicemail Voicemail Email Connection Voicemail Email operation is supported using either MAPI or SMTP. MAPI requires the Voicemail Pro server PC to have a MAPI compliant email client install. See Voicemail Email Integration. If Text to Speech is installed, email text to speech is supported using MAPI. In both cases above, full email sending from the server PC to users PC should be configured and tested before Voicemail Pro installation using the same PC user account under Voicemail Pro will be installed. IMS Pro Connection IMS requires the Voicemail server to use MAPI. • Integrated Messaging Pro (IMS) is supported on Microsoft Exchange 5.5, 2000 and 2003. • An Exchange User account for user 'IMSAdmin' will be needed to as part of IMS installation. • Must be a member of the same Domain as Voicemail Pro Server. • A list equating Exchange User account names with voicemail box users. Voice Recording Library Management IP Office Voice Recording Library (VRL) application is IP Office ContactStore. This application and its installation are documented separately. However: • Avaya ContactStore for IP Office should be installed after Voicemail Pro has been installed and its operation verified. • Avaya ContactStore for IP Office must use a separate hard disk partition for its message archiving from that used by Voicemail Pro for current mailbox messages. Use of a separate hard disk or installation onto a separate server PC are alternatives. • The use of RAID 1 or RAID 5 are recommended. • The use of a DVD recorder for long-term archiving is recommended. • A figure of 7.2MB per hour of archived recordings is given. • The archived messages held by IP Office ContactStore are accessed via web browser using the port address 8888. This port address is not configurable and so it is necessary to ensure that it does not conflict with any other web server service running on the same server PC. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 177 15-601041 - Issue 14d (30th November 2006) 11. 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 employees are planning and working together effectively, and regularly keeping in touch when separated by time and distance? In addition, many companies choose to sub-contract some services such as payroll, logistics or manufacturing to third-party suppliers. 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 in decision making 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. 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 Provider conferencing services based upon 2 hourly conferences with 5 participants per week. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 179 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office Meet-Me Conferencing Solution The conferencing solution built-in to IP Office enables multiple callers to talk in an audio conference. Callers can be on-site personnel as well as external parties whether field-based engineers, sales staff on the road, customers or suppliers. Conference calls can be planned in advance or established ad-hoc as and when required. IP Office Voicemail Pro complements the built-in meet-me conference bridge facility on IP Office systems 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 for a sales call, etc. If multiple conference calls are scheduled, users can select which one they want to attend via a simple menu. Should users encounter any issues, calls can be automatically routed to the operator for assistance. For additional security, if Caller ID information is provided by the network Voicemail Pro can make CallerID checks before allowing calls into a conference. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 180 15-601041 - Issue 14d (30th November 2006) 11. Audio Conferencing IP Office Conferencing Capacity IP Office 406 and 412 provide a flexible conferencing solution for 3 to 64 way calling over 64 conference resources or a IP406 or 128 conference resources on IP412. IP Office Small Office Edition provides 2 to 6 way calling with a maximum of 24 conference resources. This means that several conferences of different sizes can all run at the same time if the total calls do not exceed the systems conference resources. IP Office does not impose limits on the mix of internal and external calls in conference, but if all except one call disconnects from the conference bridge, the last calls is disconnected automatically by the system for added security. Control Unit Conference Capabilities The following tables show the maximum number of conference parties when calling via the different types of interface available on IP Office: Maximum Participants Small Office IP406 V2 IP412 Edition E1 ISDN (Rest of World) 6 64 120 T1/PRI-T1 6 64/64 96/92 IP 6 30 60 Internal users 6 64 2x64 24 64 2x64 Total max. Notes: 1. Analogue Trunk Restriction In conferences that include external analog line calls, a maximum of two analog line calls are allowed 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 Ffeatures 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). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 181 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office Standard Conferencing Features The IP Office provides the following features and benefits relating to conferencing: • No special conferencing equipment required You only need an IP Office system unit with as many digital trunks/VoIP channels as external participants (as well as Voicemail Pro should PIN code/menu prompts be required). • Ease of use Simply dial the direct number allocated to the conference bridge, type in the PIN if required and you have joined the conference (PIN codes require Voicemail Pro). • Conference control from IP Office Phone Manager Lite and Pro For ad-hoc conferences with a few participants, users can easily set up immediate conferences by calling all parties and bringing them to the conference bridge. Thanks to IP Office Phone Manager, the instigator of the conference can keep control: the Caller ID 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. • 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, Caller ID 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 Allows 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 182 15-601041 - Issue 14d (30th November 2006) 11. Audio Conferencing Conferencing Center Introduction to IP Office Conferencing Center The integrated conferencing functionality on IP Office is enhanced by adding Conferencing Center. This optional licensed application is a web-based software package that consists in two parts: • a "Conferencing Center Scheduler" to book and reserve conferences. • a "Conferencing Center web client" to complement an audio conference with a visual presentation web interface. The scheduler is independent of the web client, either or both can be used. 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 conference participants required. The conference is 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 to callers while waiting for the conference to start. Access to the Web Scheduler requires a user to be granted a user logon and password 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 183 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 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). At any time prior to the start of the conference, Participants' details can be changed. Voice Conferencing Notification (VCN) can 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 caller 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 184 15-601041 - Issue 14d (30th November 2006) 11. Audio Conferencing A local address book facility is available to provide a convenient method of managing conference contacts and using these contacts when booking a conference. The address book can be accessed in two ways, either from the ‘My Profile’ tab or from the Add/Update Conference Participants process. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 185 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Conference templates can be used to book recurring conferences, all booking information including the conference ID and participants PINs are retained, except for the conference date. Using a conference template in this way can save re-entering of repetitive information thus saving time and effort. Once a template has been created they can be accessed via the ‘My Conference Template’ tab: IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 186 15-601041 - Issue 14d (30th November 2006) 11. Audio Conferencing Conferencing Center Reporting The System Administrator can generate reports regarding conference usage and individual conference reports. This will detail the conference name and ID, the start date and time, duration and number of participants. If PIN codes were used, individual reports can be run listing participant details and when they joined/left the conference. Finally, 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 187 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Conferencing Center Web Client To complement the audio-conference, the host has the ability to share information over the Internet. The Web Client offers a browser interface where the host and participants can not only see which participants have joined the conference but also whether they joined as audio-only or both audio and web. A conference host has the ability to pose questions, modify participant speak/listen settings and whisper to a single participant connected into the conference. When in listen-only mode, participants can request the right to speak through their Web Client (raise hand function). A Web Chat service is available between Host and Participants and the dialog is recorded and sent via email to the Host after the conference. Two modes of communication between Host and Participant is supported, either private or public. Public allows all participants to see the dialog The host can present a document on the Web Client with all participants. (for example a PowerPoint presentation, Word document or an Excel spreadsheet) or simply a website URL. Files can be loaded on demand using the Web Client, or in advance using the Web Scheduler. 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 IP 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 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 (up to 64 maximum per conference). For security, access to the Web Client requires the participant to logon using the Conference ID and their unique PIN number. This allows the system to recognize who joined the conference and display its name on the right-hand side of the screen. In summary, the Conferencing Center Web Client offers the following: • Real-time view of participant’s 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. • Web Chat between Host and Participant • Whisper facility for the host to have a private conversation with one of the participants. • Viewing area for reviewing PowerPoint presentations, Word documents and Excel spreadsheets. • Questions & Voting facility. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 188 15-601041 - Issue 14d (30th November 2006) 11. Audio Conferencing SoftConsole Conferencing Center Integration An operator equipped with the SoftConsole PC-based application can set up ad-hoc conferences via drag and drop using the speed dials. Voicemail Pro will then contact the participants and bring them to the conference. External participants need to be 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 to a conference created via Conferencing 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 Conferencing Center application by clicking the relevant icons within Phone Manager. This will launch the Conferencing Center Web Client and the Conferencing Center Scheduler respectively. Note this feature is only available if permission is specified by the system administrator and if the Conferencing Center system is installed and available. System Requirements for Conferencing Center Conferencing Center Server PC Specification • Always refer to the latest Avaya SMB Technical Tip or Technical Bulletin for any updated information with regard to operating systems, service packs or PC hardware. • Refer to the Technical Specifications section of the Product Description for operating system and hardware requirements. Conferencing Center web client: • Internet Explorer 6.0 or higher. • No download required. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 189 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center 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 basic system performance reporting to the larger businesses that need advanced routing and multimedia integration with the Customer Contact Center of up to 75 agents. Avaya provides an appropriate solution on the IP Office communications platform: • Compact Business Center • Compact Contact Center IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 191 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Compact Business Center Compact Business Center IP Office Compact Business Center is an entry-level management tool for small customer facing departments, typically handling anywhere from 2 to 15 agents. It provides graphs on real-time and historical information (up to 31 days) for up to three call groups. It provides information on key performance indicators of the business - lost calls, trunks free, agents free and queuing time. Key Benefits • Lower TCO Provides small businesses with basic 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. Compact Business Center shows a maximum of 4 real time graphs, in any of 6 different graph types e.g. bar, pie, etc. These real time graphs display statistics for either the entire system or any three departments/hunt groups. Compact Business Center Example IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 192 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center CBC Real Time Information In order to define the real time graphs the user may select three 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 – the average call wait time before answering It is possible to group these variables into two categories i.e. incoming and outgoing calls. These figures can be displayed both in a numerical format and as a percentage of the total calls presented on the incoming side and all variables associated with outgoing side. 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 193 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Trunk Utilization Graph With the Trunk Utilization Graph, a business can see hour by hour how much usage there is on trunks, when all trunks are in use and what their busiest times of the day are. It even integrates with the email notification feature described below, so if all trunks in a business become used, key people know immediately. CBC Alarms & Email Notification In order to warn the business of developing situations, Compact Business Center provides alarms on the following pre-defined parameters: • Lost Calls. • Trunk Utilization (Available Lines). • Calls Queued. • Available Agents. In addition to providing these visual alarms, CBC also provides email notification to key contacts in both the business and the system maintainer, providing up to the minute status on the business. This feature is extremely useful for determining whether an increase in trunk capacity is needed, or more agents need to be logged in to cover call volume. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 194 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center Compact Contact Center Compact Contact Center IP Office Compact Contact Center is a modular contact center solution catering for all contact center sizes from 2 to 75 agents. The following modules are available as part of the CCC software application: • Compact Call Center (CCC) Server - Base System Provides one supervisor position with real-time information view, management by exception, and historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed. Also included are reporting capabilities on 5 agents and one license for a PC Wallboard (PCWB) application. • Agent & Site Management (Real Time) • Real Time Supervisor Monitoring - Call Center View As many as 21 supervisor CCV positions can be used in CCC (please note: MSDE installations can only be supported up to 5 supervisor positions). This provides a supervisor with the ability to monitor in real time the service being provided to callers. There are up to 12 separate real-time graphs that can be viewed by the supervisor. Alarms also appear in real time prompting the supervisor to acknowledge them as they occur. • Phone Manger Pro: Agent Enabled Provides agents with a PC CTI application where they can log in, join groups, and go into busy status when they are unable to accept calls for short periods so no special turrets are needed – CCC and Phone Manager allow Agent working on any wired IP Office extension type. Phone Manager PC Softphone can be used in agent mode as well, without the need for a physical telephone. Please refer to the applications section for more information on Phone Manager Pro. • Alarm Reporter Alarm Reporter is designed to enhance the exception management used by Call Center View (CCV). The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 195 15-601041 - Issue 14d (30th November 2006) IP Office Product Description • Historical Reporting The Compact Contact Center archives all call center interactions (telephony or multimedia) to a central database (MSDE or SQL). This provides the data source for a set of standard reports to the business, and the capability to create custom reports. • CCC Reporter The system allows up to 20 separate Report Viewers within the contact center (for MSDE installations, up to 5 viewers are supported). Access to the standard reports is a thin client application based on Crystal Reports. Up to 73 standard reports are available, with the ability to create 3 more custom reports, see custom reports section below. Reports can be exported to a variety of formats, including Excel, CSV, HTML, and PDF. • Report Scheduler All historical reports created within CCC can be scheduled for individual delivery to anyone via email or sent to multiple network printers. • Custom Reports All CCC reports are created through Crystal Reports™. This application provides a much richer experience for the small to mid-market customer, and creates an environment where custom reporting is more accessible. To create more than 3 CCC custom reports requires the designer license (IPO CCC DESIGNER RFA) AND a compatible version of Crystal Reporting software (Crystal version 9). • Wallboards • • Fixed Wallboards Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the contact center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important information, or to make announcements. • PC Wallboards PC-based wallboards allow individual agents to see their own individual statistics, those for their group, or for the whole contact center. Agents can customize their view so that information is presented in the way most useful to them. In additional, supervisors can set particular messages to appear on PC Wallboards, as a motivational or informational tool. Please refer to the CCC System Administration manual for a complete list of variables available. 3rd Party Integration • IP Office 3.2 Product Description Microsoft TAPI Integration By utilizing either the 1st party or 3rd party TAPI support on IP Office businesses can link their contact management to their telephony (e.g. ACT! Goldmine) and increase the productivity of their agents and the profitability of the contact center. ©Copyright 2006 Avaya Inc. All rights reserved. Page 196 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center Call Center View - Real Time Reporting Supervisors in a contact center are there to manage workload. Call Center View provides the Supervisors with the combination of real time service monitoring and resource management, allowing them to balance and manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve customer service and reduce costs. Call Center View contains 18 real time screens showing all aspects of the Contact Center activity. Alarms may be set on up to 16 parameters per device, with three levels per alarms available, ensuring that a supervisor will be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities. CCV Supervisory Screens Agent and Queue Based Screens • Alarm Handling. • Group Monitor • BLF Details. • Agent Group Details • Extension Activity. • Real Time Status • Callback Request. • Group Status (Percentage) • Individual Agent Details • Percentage Time in State Trunk Related Screens • Trunk Group Monitor. • Individual Group Details • Trunk Group Details. • Queue Monitor • Real Time Status. • Individual DDI/DID Details • Group Status (Percentage). • Individual Trunk Details. Call Center View Real Time Example IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 197 15-601041 - Issue 14d (30th November 2006) IP Office Product Description CCC Reporter - Historical Reporting CCC Reporter provides in depth historical reporting on the customer facing department's activity. Report Manager provides standard reports for measuring overall contact center call handling and individual/team performance. Data is retrieved from the database, which provides a source of data limited only by the hard disk space available (SQL only). These standard report templates may be formatted by the user to provide reports daily, weekly, monthly, or any defined time period and by individual, group, or trunk. CCC uses Crystal Reports™ format, which provides ease of use and thin client operation for reporting. Standard Reports List • Account Code Log by Agent Group (Graphical) • Incoming Duration Summary. • Account Code Log by Agent Group • Incoming Pilot Summary. • Account Code Log by DDI (Graphical). • Lost Call CLI. • Account Code Log by DDI. • Outgoing Account Code Costing Log • Account Code Log by Pilot (Graphical) • Outgoing Account Code Log (Graphical). • Account Code Log by Pilot. • Outgoing Account Code Log. • Account Code Log by Target (Graphical). • • Account Code Log by Target. Outgoing Most Common Destination by Agent Group. • Agent Activity Trace. • Pilot Call Duration. • Agent Activity • Pilot Distribution by Target. • Agent Callback Request. • Pilot Distribution. • Agent Group Busy Status. • Pilot Response. • Agent Group Graphical Summary (All Calls). • Pilot Routing. • Agent Group Graphical Summary. • Pilot Summary (All Calls). • Agent Group Member Call Duration Report (All Calls). • Pilot Summary • System Summary. • Agent Group Member Duration. • Target Graphical Summary. • Agent Group Tabular Summary (All Calls). • Target Member Duration (All Media). • Agent Group Tabular Summary. • Target Member Duration. • Agent Group Tabular. • Transfer Call Tracking Detail by Agent. • Agent Individual. • Trunk Group Activity • Agent Tabular. • Trunk Group Busy. • Customer Tracking by Call Identifier. • Trunk Group Call Duration. • Customer Tracking by CLI. • Trunk Group Response. • DDI Call Duration. • Trunk Group Summary. • DDI Distribution by Target. • VM Call Flow Monitor by Call Flow Name. • DDI Distribution • VM Call Flow Monitor by Topic. • DDI Response • VM Call Flow Monitor. • DDI Routing • VM Summary • DDI Summary. • Incoming Calls By Target Group • External Transferred Account Code. • Plus 3 custom reports. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 198 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center Report Scheduler Report Scheduler allows reports to be scheduled to run at a specified date and time, or repeated at regular intervals. Supervisors can schedule reports to be delivered to various places within the contact center. Reports can also be delivered to multiple recipients via email in the following formats; PDF, CSV, XLS, RTF, RPT and Word format. Reports can even be scheduled for delivery to multiple printers within the network at the same time. Custom Reporting Custom Reporting allows the business to create reports tailored specifically to the needs of the individual business, providing greater flexibility in the presentation of traffic and agent information. This capability is aimed at the contact center manager who wants to take the statistics to a deeper level in order to make better-informed decisions. Within Compact Contact Center, custom reporting is available, but requires the purchase of Crystal Reports or Crystal Design software from an authorized Crystal/Business Objects software reseller or distributor. With this software, the designer has the ability to create and load 3 custom reports into the CCC Reporter (no additional license required). Custom reports can be added and subtracted as required. If the business requires greater than 3 custom reports, the following license is required: • IPO LIC IP 400 CCC DESIGNER RFA LIC:CU Designing Reports Using Crystal Reports CCC is designed to work with Crystal Reports™ reporting software package (using Crystal version 9). Crystal Reports is available in four different editions to meet the needs of application developers, IT professionals, and business users. The following is an overview of the types of Crystal products that can be used: Application Development Solutions • Advanced Developer – Web development and deployment bundle for integrating and deploying dynamic report creation and viewing capabilities into web applications. • Developer Edition – For integrating report viewing, printing, and exporting capabilities into applications. Report Design Solutions • Professional Edition – For report creation and maintenance based on a large variety of data sources plus out-of-the-box web report delivery for workgroups. • Standard Edition – For basic report design based on PC-based data sources. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 199 15-601041 - Issue 14d (30th November 2006) IP Office Product Description The chart below illustrates some of the key feature differences between the various Crystal Reports 9 editions: For more information on how to purchase Crystal Reports products, go to: www.businessobjects.com/products/reporting/crystalreports IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 200 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center Crystal Reports Training Training is available from a number of providers; the following is a sample list. 1. Learning Tree International - www.learningtree.com 2. World-Wide Source for Crystal Training - www.crystal-reports.com 3. Stafford Technology - www.crystaltraining.com Microsoft CRM™ Reporting Integration New for CCC Version 5 Microsoft CRM™ was introduced in January 2003 and has quickly become the premier CRM application for the Small and Medium Enterprise (SME). Avaya and Microsoft are working together to provide a complete CRM, Communications, and Networking solution for any size of business. In Compact Contact Center Version 5, in conjunction with the introduction of the IP Office Customer Management solution, Avaya has taken this integration one step further by integrating several Microsoft CRM reports with CCC. Supervisors who operate both systems can now drive any of the 73 CCC reports from the MS-CRM interface, and there are 7 combined reports that utilize both systems data to present a 360˚ view of the contact center. The 7 MS-CRM reports are listed below: • • Microsoft CRM Sales Reports • Opportunity Activity & Notes • Contact Activity & Notes • Account Activity & Notes • Contact Center Summary by State/Province • Contact Center Summary by Zip Code/Postal Code Microsoft CRM Service Reports • Account Activity & Notes • Account Service Report IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 201 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Wallboard Server/Client Wallboard Manager Two types of wallboards are available – traditional wall mounted units and PC based wallboards on the agent's PC desktop. Both types of wallboards are managed from Wallboard Manager/Wallboard Server. Wall Mounted Wallboards are not available in all territories; please check with your Avaya representative for more information. 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 connected serialy. For those using the Wallboard/22, the communications card is shipped with a single cable able to drive the wallboards. 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 IND DISP CCM WALLBRD 22 GB 700040173 Wallboard Manager Communications card IND CP CCM WALLBRD 700038854 IPO LIC IP400 CCC WALLBRD 4 RFA LIC:CU 176196 IP 400 CCC Wallboard 4 RFA License key required supporting 4 wallboards. PC Wallboard The PC Wallboard delivers wallboard functionality to the contact center manager and contact center agent's desktop, but with the benefit of each agent being able to configure and monitor a personalized view of the contact center via their own PC wallboard. Supervisors can provide one template for all users in order to standardize the view that agents obtain when starting PC Wallboard. A CCC agent is able to split their PC Wallboard into twenty (20) different variables that allow different measures of groups and agents in real-time. The data that is presented is identical to that of the physical wallboard. Examples of this are Answered Calls, Longest Call Waiting, Agents logged in, and Lost Calls. PC Wallboard Example IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 202 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center Queuing Announcements Voicemail Pro provides system wide messages and announcements programmed by Voicemail Pro callflows. Through callflows it is possible tailor the pre-connection call experience that a customer receives when calling in. By using 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. The Voicemail Pro application provides Queue Handling facilities, allowing incoming Hunt Group calls to be 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), while 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. It always gives the caller the option to opt out of the queue and leave a message at any time if desired. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 203 15-601041 - Issue 14d (30th November 2006) IP Office Product Description CBC/CCC Compact Business/Contact Center SCBC CCC 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 Hard disk dependant Pre-defined reports None 73 Call Center View Not available Included Report Manager Not available Included Wallboard Manager Not available Included Networked Administrator Not available Included Remote Management Not available Via RAS System Windows 2000 Windows 2000 (Note: Both systems require Delta Server, Windows XP Windows XP see HW requirements). PC Wallboard Not available Optional Report Designer Not available Optional WFM Interface Not available Optional Agents Not Applicable 75 Supervisor Not Applicable 21 CCC/CBC Technical Specification See Product Description appendix Technical Specification section for supported PC operating systems and minimum hardware requirements. All CCC & CBC applications are based on industry standards and exploit the resilient Windows 2000/2003/XP operating systems and Microsoft's MSDE and SQL technology. Openness and data export are achieved through standard SQL tools and ODBC drivers, as well as a very powerful Report Designer module. This sections sets out the minimum recommended requirements for both the server and client platforms. • Always refer to the latest Avaya SMB Technical Tip or Technical Bulletin for any updated information with regard to Operating Systems, Service Packs or PC hardware. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 204 15-601041 - Issue 14d (30th November 2006) 12. The Contact Center 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 businesses 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 multiple telephones and gives access to advanced call center operation. Because IP networking is integrated into 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 205 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Computer Telephony Integration with IP Office IP Office offers a significant CTI capability. Several interfaces are supported: • TAPILink Lite. • TAPILink Pro. • TAPI-WAV driver. • DevLink Pro. • IP Office SMDR. • IP Office Software Development Kit. • Microsoft™ CRM Integration Phase 1 (Screen Pop). • TAPILink Lite Provides first-party CTI support for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can control or monitor one handset device. The software components are supplied with the IP Office system on the User CD-Rom, and do not required a license key for use. • TAPILink Pro Provides third-party CTI support for TAPI 2.1 and 3.0. These components are identical to their first-party 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. The TAPI-WAV 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. The CTI Link Pro is licensed and enables 4 ports of voice processing; additional ports can be purchased in 4 port increments. • DevLink Pro Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR. The realtime 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. IP Office SMDR is available free of charge, and distributed on the IP Office Admin CD-ROM. • Software Development Kit This toolkit is delivered on 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 become familiar with IP Office CTI interfaces. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 206 15-601041 - Issue 14d (30th November 2006) 12. 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). Support for Developers The Developer Connection Program ("DevConnect") is the Avaya developer partner program, and is designed for third-party companies who are creating a product for sale, and who wish to receive technical support. Membership of the program is at the sole discretion of Avaya. DeveloperConnect members pay an annual fee, for which they receive technical support directly from Avaya. In addition, Avaya will perform interoperability testing between IP Office and the member's product, and may also create opportunities for joint marketing, including exhibitions, use of Avaya's logo, and other benefits. More information on the DeveloperConnect program can be found at www.devconnectprogram.com. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 207 15-601041 - Issue 14d (30th November 2006) 13. CRM Integration IP Office Microsoft CRM Integration Introduction Avaya and Microsoft enjoy a global partnership. Avaya’s innovative voice communications and applications based on Microsoft Windows .NET and Dynamics CRM platform, are enabling small medium business to become more effective and profitable. As a Gold Certified Partner and thought leader, Avaya, in partnership with Microsoft, continues to deliver a broad spectrum of technologies that are reliable, scalable and secure. Avaya – Microsoft Dynamics® CRM 3.0 Integration The Avaya Microsoft™ CRM Integration Solution allows a business to connect Microsoft Dynamics® CRM 3.0 to Avaya IP Office. It integrates contact points in such a way that will transform the way your business interacts with your customers, this is accomplished by integrating incoming calls directly to the desktop of the user through the use of screen pop technology and by providing outbound dial capability directly from the Microsoft CRM entity. The Avaya Microsoft CRM Integration Solution requires the following applications to be installed on the Server PC prior to installing the Avaya Microsoft CRM Integration Solution. • Microsoft Dynamics® CRM 3.0 • IIS 5.0 + The Avaya Microsoft CRM Integration Solution requires the following applications installed on the Client PC. The client machine will be checked at installation for these components and they will be installed if not found. • Microsoft .NET 2.0 • IP Office TAPI 2.1 Driver (1.0.0.27) The Avaya Microsoft CRM Integration Solution is supported on the following client operating systems: • Microsoft Windows 2000™ Professional • Microsoft Windows XP™ Professional IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 209 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Inbound Call Operation A user can set up their integration to provide inbound screen pops for the following screens within Microsoft CRM™: • Contacts • Accounts • Leads • Phone Call Activities The user can define what actions to take when an inbound call matches multiple screens, this is accomplished through the use of an Answer Bar that allows the user to select which screen to “pop” into, as identified below: IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 210 15-601041 - Issue 14d (30th November 2006) 13. CRM Integration Outbound Call Operation Outbound calls are tightly integrated with the Microsoft CRM screen for quick, easy dialing directly from the application. Customer Benefits • Link customer information with the touch points used to interact with them • Handling calls more effectively—reducing and eliminating long hold times, multiple transfers, abandoned calls • Support employees across the business—everyone working off the same customer information • Getting calls to the right person at the right time with the right information • Remembering every customer interaction IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 211 15-601041 - Issue 14d (30th November 2006) 14. Common Management Utilities Introduction to IP Office Management Utilities This section gives an overview of the management applications that are common to all IP Office platforms. • IP Office Manager IP Office's main configuration tool. • Call Status Displays current call activity. • Monitor A trace utility for trouble shooting. • SNMP Alerts and alarms from IP Office systems to SNMP tools or to SMTP email. • CDR • IP Office SMDR Outputs call detail records for off switch processing. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 213 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office Manager This application is IP Office's main configuration tool. Using a Windows Graphical User Interface, Manager provides an intuitive interface for installation, configuration and subsequent moves and changes. As with all IP Office applications, the Manager is multi-lingual and coupled with the ability to use the application both locally and remotely, it is possible for an administrator to manage any of their IP Offices from any country using their local language preference. Access to each IP Office is protected by passwords and definable user rights. This allows Manager to operate according to the individual administrator’s level of expertise. The IP Office Manager operates on a local copy of the IP Office configuration file. 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 214 15-601041 - Issue 14d (30th November 2006) 14. Common Management Utilities IP Office has a built-in audit trail that tracks changes to the system configuration, and who has made them. Manager can display the audit trail to assist with problem resolution. The Audit trail records the last 15 changes in the configuration and records the following elements: • Configuration Changed - For configuration changes, the log will report at a high level on all configuration categories (users, hunt group...) that have been changed. • Configuration Erased • Configuration merged • Reboot – user instigated reboot. • Upgrade • Cold Start • Warm Start • Write at HH:MM – This is when the administrator saved the configuration via the schedule option • Write with Immediate Reboot • Write with Reboot When Free IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 215 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Manager is also used for maintenance functions such as: • Upgrade to the IP Office system software. • Systems running 2.1 or later have the added benefit of being able to send software over an IP network link to a system and have it validated before committing to the upgrade • IP Office Manager 3.2 is backward compatible with systems from release 2.1 onwards to allow a single management application. • Importing and Exporting IP Office configuration information in ACSII-CSV files. Manager will create files for the following data • • Configuration.csv which is a complete list of items as per Manager 5.1 and earlier • Directory.csv containing fields NAME, NUMBER • HuntGroup.csv containing fields HUNT GROUP NAME, HUNT GROUP EXTENSION, GROUP, HUNT, ROTARY, IDLE, QUEUING, VOICEMAIL, BROADCAST MESSAGES, EMAIL ADDRESS • License.csv is import only containing fields LICENCE OPTION, LICENCE KEY • ShortCode.csv containing fields SHORT CODE, TELEPHONE NUMBER, FEATURE NAME • User.csv containing fields NAME, EXTENSION NUMBER, USER RIGHT, EMAIL ADDRESS User templates for rapid programming and user rights for setting up user access levels IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 216 15-601041 - Issue 14d (30th November 2006) 14. Common Management Utilities Call Status The Call Status application allows a user to see all telephone and data calls that are currently active on the IP Office system. Call Status displays two panes within the application window, the top window pane is a status of all of the active telephone and data calls on the system, the lower pane will show a list of incoming calls that have not been answered yet. The Active Calls List displays: • the time the call was started, • the extension either making or receiving the call, • the number dialed or the received Caller ID, • 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) • 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 Caller ID, the party at the other end of the call and the length of time the third party waited for an answer before hanging up. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 217 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Monitor The IP Office Monitor application is a real-time maintenance utility to assist with IP Office trouble-shooting. As the application connects to the IP Office over an IP connection it can be used from both local (LAN) and remote locations (WAN). A simple interface allows an engineer to select which protocols and interfaces are to be monitored and decoded. The trace can either be captured directly to screen or as a log file for later analysis. Traces from 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 an activity log of the last 20 alarms that have occurred. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 218 15-601041 - Issue 14d (30th November 2006) 14. Common Management Utilities Simple Network Management Protocol (SNMP) SNMP is an industry standard designed to allow the management of data equipment from different vendors using a single Network Manager application. The Network Manager will periodically poll equipment to solicit a response, if no response is received an alarm is raised. In addition to responding to polls, IP Office monitors the state of its Extensions, Trunk cards, Expansion Modules (except WAN3 module) and Media cards so that if an error is detected IP Office will notify the Network Manager. IP Office allows two separate Network Managers to be configured so that both a customers Network Manager and a Maintainers Network Manager to be notified of the same alarm condition. As the IP Office solution comprises many applications, the core software notifies SNMP events from both Voicemail Pro and Embedded voicemail to warn of approaching storage capacity limits. 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. On customer sites where SNMP management is not available, IP Office can email events using up to 3 email addresses each containing a different set of alarms. The following system event categories can be chosen for email notification, if installed on the system: • Generic • Trunk lines • Embedded Messaging Card • VCM • Expansion modules • Applications • License • Phone change • CSU Loop-Back IP Office sends email notifications directly to the email server; no additional PC client is needed. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 219 15-601041 - Issue 14d (30th November 2006) IP Office Product Description CDR For IP Office customers that choose not to have a separate server for capturing call details (see SMDR below), the system can output Call Detail Records (CDR) direct to an attached printer or separate PC. The records that are detailed by the IPO CDR are displayed below: • Date Records A date record is sent each time a CDR connection is started and then once a day (at midnight). The date can be in month/day or day/month format, as selected on the System | CDR tab. • Call Detail Records Call detail records are sent at the termination of a call (in 5 second increments). For some formats, additional fields can be selected using the Normal, Enhanced, or ISDN options on the System | CDR tab. Depending upon the selected report format and options, there are a number of different fields available within the CDR, they are listed as follows (please review the IP Office Manager documentation for further information): • Access Code Dialed • Duration • Access Code Used • Feature Flag • Account Code • Incoming Circuit ID • BCC (Bearer Capability Class) • Incoming Trunk Access Code • Calling Number • Line Feed • Calling Number/Incoming Trunk Access Code • Null • Carriage Return • Outgoing Circuit ID • Condition Code • Space • Dialed Number • Time IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 220 15-601041 - Issue 14d (30th November 2006) 14. Common Management Utilities IP Office SMDR For more formal call logging an reporting, the IP Office SMDR is used by third party applications for many call accounting applications. IP Office SMDR provides much greater details of the call, including duration, ring time, hold time, and transfer information. IPO SMDR runs as a Windows service included in the Delta Server. The IP Office SMDR application is provided on the Admin portion of the IPO CD/DVD set. It allows the detail of all calls to be sent to a file on the PC, over an IP network to a TCP/IP port, or to a serial port for printing. Third party applications use this data to allocate costs to departments, analyze trunk capacity, report usage against account codes etc. One IP Office SMDR (Delta Server) is required for each site requiring the use of call accounting software. Please refer to the Technical Specifications section for the Delta Server requirements. Sample IP Office SMDR Information Output IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 221 15-601041 - Issue 14d (30th November 2006) A: Configurations Product Configurations Small Office Control Units All Small Office Edition control units include twin PCMCIA slot for embedded voicemail and wireless access point options, four port Ethernet switch, single Ethernet WAN port and a slot for optional V24/V35/X21 or T1 WAN option modules. • Avaya IP Office Small Office Edition - 4T+4A+ 8DS (3 VC) US (700350424) Providing four US specification analog trunks, four analog extensions and eight Digital Station ports. Complete with three voice compression resources as standard for VoIP applications. • 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. Complete with three voice compression resources as standard for VoIP applications. • Avaya IP Office Small Office Edition - 4T+4A+8DS (16 VC) US (700350432) Providing four US specification analog trunks, four analog extensions and eight Digital Station ports. Complete with sixteen voice compression resources as standard for VoIP applications. • 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. Complete with sixteen voice compression resources as standard for VoIP applications. Avaya IP Office - Small Office Edition Expansion Cards • Avaya IP Office Small Office Edition - WAN Expansion Kit (700289713) Optional card for connection to private circuits and network terminating devices with V.24, V.35 and X.21 interfaces. • Avaya IP Office Small Office Edition - Embedded Voicemail (700289721) PCMCIA format memory card with embedded auto-attendant and voicemail applications installed. • Avaya IP Office Small Office Edition - Wireless LAN Card (700289739) PCMCIA Wireless card providing IEEE 802.11b Access Point functionality when used with IP400 Access Point RFA license. IP406 Control Units Includes: 8 x Digital Station ports, 2 x analog station (POTS) ports, 1 x compact flash slot for embedded voicemail option., 8-port Layer-2 LAN switch, 9-pin DTE serial port for license feature key and system diagnostics, 37-pin WAN port, 3.5 mm jack for Music-on-Hold audio input and 2-switch external door-relay control port. Internal expansion slots to support 1 x 12-port remote access modem module and 1 x Voice Compression Module (up to VCM30 for non-blocking IP/PRI applications). 6 x external expansion module ports to support additional analog trunks, WAN interfaces, digital or analog extensions. Includes 60W earthed external power supply. Regional power cord and software/documentation CD pack not included. • IP406 V2 Office Mu-Law (700359946) Mu-law voice encoding base unit pre-configured for US locale settings. 2 x trunk module slots to support US T1 PRI and 4-port analog trunk cards. • IP406 Office V2 A-Law (700343536) A-law voice encoding base unit pre-configured for multi-country locale settings. 2 x trunk module slots to support Euro-ISDN BRI, E1/PRI and 4-port analog trunk cards. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 223 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP412 Control Units Includes: 2-port Layer-2 LAN switch, 9-pin DTE serial port for license feature key and system diagnostics, 37-pin WAN port, 3.5 mm jack for Music-on-Hold audio input and 2-switch external door-relay control port. Internal expansion slots to support 1 x 12-port remote access modem module and 2 x Voice Compression Modules (including VCM24 and 30 for non-blocking IP/dual-PRI applications). 12 x external expansion module ports to support additional analog trunks, WAN interfaces, digital or analog extensions. Includes 60W earthed external power supply. Regional power cord and software/documentation CD pack not included. • IP412 Office Mu-Law Base Unit (700350408) Mu-law voice encoding base unit pre-configured for US locale settings. 2 x trunk module slots to support US T1 PRI and 4-port analog trunk cards. • IP412 Office A-Law Base Unit (700234479) A-law voice encoding base unit pre-configured for multi-country locale settings. 2 x trunk module slots to support Euro-ISDN BRI, E1/PRI and 4-port analog trunk cards. IP Office External Expansion Modules • Phone 8 Module V2 (700359896) Adds an additional 8 analogue Plain Ordinary Telephone ports to IP406 and IP412 control units. • Phone 16 Module V2 (700359904) Adds an additional 16 analogue Plain Ordinary Telephone ports to IP406 and IP412 control units. • Phone 30 Module V2 (700359912) Adds an additional 30 analogue Plain Ordinary Telephone ports to IP406 and IP412 control units. • Digital Station 16 Module V2 (700359839) Adds an additional 16 Digital Station ports to IP406 and IP412 control units. • Digital Station 30 Module V2 (700359847) Adds an additional 30 Digital Station ports to IP406 and IP412 control units. • So8 Module (700185077) Provides 8 ISDN BRI S-interface device lines to the desktop. • Analog Trunk 16 - North America only (700211360) Provides an additional 16 Analog trunks (loop start or ground start) and two power fail sockets. • Analog Trunk 16 EU (700241680) Provides an additional 16 Analog trunks (loop start) and two power fail sockets. European CTR21 specification. • Analog Trunk 16 NZ (700241698) Provides an additional 16 Analog trunks (loop start) and two power fail sockets. New Zealand specification. • WAN3 10/100 Module (700262009) Provides an additional three V.24/V.35/X.21 ports. This expansion module is connected to the IP406 and IP412 control unit using the LAN and does not impact on the maximum number of external expansion modules supported. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 224 15-601041 - Issue 14d (30th November 2006) A: Configurations Voice Compression Modules • Voice Compression Module 4 (700359854) 4 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo cancellation. • Voice Compression Module 8 (700359862) 8 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo cancellation. • Voice Compression Module 16 (700359870) 16 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo cancellation. • Voice Compression Module 24 (700359888) 24 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo cancellation. • Voice Compression Module 30 (700293939) 30 Channel Voice Compression module required for IP trunks and extensions. Includes 25ms echo cancellation. Modems cards • IP400 Office Modem 12 (700343452) Internally fitted card allowing twelve simultaneous V.90 modem calls. Trunk Interface Cards • IP400 Office BRI-8 (UNI) (700262017) Interface card for the Small Office Edition, IP406 and IP412 providing 4 x ISDN T-Bus Basic Rate Interface ports (8 lines). • IP400 Office PRI 30 E1 (1.4) (700272461) Interface card for the IP406 and IP412 providing 1 x ISDN Primary rate port (30 lines). • IP400 PRI 30 E1R2 RJ45 - CALA (700241631) Interface card for the IP406 and IP412 providing 1 x E1R2 Primary rate port (30 lines). RJ45 termination. • IP400 PRI 30 E1R2 COAX - CALA (700241656) Interface card for the 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 IP406 and IP412 providing 2 x ISDN Primary rate ports (60 lines). • IP400 Office PRI T1 (700185200) Interface card for the IP406 and IP412 providing 1 x T1/PRI port (24 lines). • IP400 Office Dual PRI T1 (700185218) Interface card for the IP406 and IP412 providing 2 x T1/PRI (48 lines). • IP400 Office Quad Analog Trunk (Universal) (700359938) Interface card for the IP406 and IP412 providing 4 x Loop start analog trunks. Universal variant supports specifications for North America, Europe and New Zealand. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 225 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Spares The following are orderable spares available from Avaya. 5400, 5600, 2400 and 4600 series telephones Item Color Replacement Handset Dark Grey 700203797 HDST HIP QD CORD- 4606/16/24/30 SETS Material Code 700212442 Amplified Handset Dark Grey 700229735 Noisy Location Handset Dark Grey 700229743 Push to Talk Handset Dark Grey 700229727 24 Button expansion module for 5620/5420/4620/2420 Grey 700203656 Handset Cords 25ft Dark Grey 700217417 1151C1 Power supply – 700356447 1151C2 Power supply with battery backup – 700356454 Power Cord INPUT 10A - European - 106336 CRD31 – 106336 Power Cord 98IN European 12013S – 407786623 Power Cord 98IN United Kingdom 14012 – 407786599 Power Cord US Plug (15A, 120V) 17505 – 405362641 5600 and 4600 Series only Item Color Material Code Cat 5 Cable specific to 4620 700261613 IP PHONE MOD CORD 1 FT CAT5 – 408406932 IP PHONE MOD CORD 7 FT CAT5 – 408406957 IP PHONE MOD CORD 14 FT CAT5 – 408406940 IP PHONES Power 1152A1 Mid-Span – 700180433 IP Office Control and Expansion Units Item Color Material Code 60W in line power supply. Black IP Office 3.2 Product Description 700357387 ©Copyright 2006 Avaya Inc. All rights reserved. Page 226 15-601041 - Issue 14d (30th November 2006) A: Configurations Country Availability IP Office is available from distribution partners in the following countries. Please refer to your country price list for the availability of individual items. North America • Canada • USA • Mexico South America • Argentina • Chile • • Brazil • Colombia Peru Europe, Middle East and Africa • Austria • France • Latvia • Slovenia • Belgium • Germany • Lithuania • South Africa • Croatia • Greece • Luxembourg • Spain • Cyprus • Hungary • Netherlands • Sweden • Czech Republic • Iceland • Norway • Switzerland • Denmark • Ireland • Poland • Turkey • Estonia • Israel • Portugal • UAE • Finland • Italy • Russia • United Kingdom • Saudi Arabia Asia Pacific • Australia • Hong Kong • New Zealand • China • India • Pakistan IP Office 3.2 Product Description • South Korea ©Copyright 2006 Avaya Inc. All rights reserved. Page 227 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Sample Configurations IP406 Office Scenario 1: A customer in Europe with complex telephony requirements, needing 30 exchange lines and 80 digital extensions. This configuration provides support for up to 98 Avaya digital extensions (18 spare for growth) and a single Primary Rate Euro-ISDN connection (30 channels). If growth beyond 98 users or additional trunk capacity is anticipated, up to 3 more external expansion modules (another 90 extensions) and another trunk card (up to 60 additional channels) can be fitted. Typically, a business of this size has a data network that interconnects its users and provides access to business applications, front and back office systems as well as internet resources. The IP406 Office can be connected to this network through its integrated 8-port LAN switch. This provides all users with access to the business communications and personal productivity applications supported by IP Office. Equipment List • 1 x IP406 Office DS control unit. • 4 x Region specific power cords. • 1 x PRI 30 E1 trunk card. • 3 x Digital Station 30 external expansion modules. • 80 x Avaya 5410 digital feature phones. Scenario 2: A business in the USA needs 32 analog telephones and one PRI (23+1D channels) for basic telephony The IP406 Office with a single T1 PRI card and two Phone 16 external expansion modules provides the required line and extension capacity. The Phone Manager Lite application enhances the capabilities of each analog telephone, by enabling each user to handle calls and control their extension settings through a PC-based interface. For future growth, the system can support a further 4 external expansion modules and one additional internal trunk card. Equipment List • 1 x IP406 Office DS control unit. • 2 x Region specific power cords. • 1 x Single T1 PRI trunk card. • 1 x IP400 Office Phone 16 external expansion module. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 228 15-601041 - Issue 14d (30th November 2006) A: Configurations IP412 Scenario 1: A US business requiring 180 display phones and 96 digital trunks with 20 analog lines for fallback purposes. This configuration uses a IP412 providing 180 extensions and 96 digital trunks (4 x T1) and two IP400 Office Analog Trunk 16 modules offering capacity of up to 32 analog trunk lines . With the addition of a single Dual PRI T1 interface, the system is fitted with an extra trunk card in its spare slot to provide the additional 48 lines. Equipment List • 1 x IP412 control unit. • 9 x Region specific power cords. • 2 x PRI 48 T1 trunk cards. • 6 X IP400 Office Digital Station 30 external expansion modules. • 2 x IP400 Office Analog Trunk 16 external expansion modules. • 180 x Avaya 5410 digital phones. Scenario 2: A Business moving to a pure IP Telephony solution with 90 IP hardphones, 90 IP softphones and 60 external trunk lines for its main location and the ability to network with other sites using IP trunking. This configuration uses an IP412 PRI 60 E1 fitted with two 30-channel Voice Compression Modules (VCMs). These two internally fitted cards allow up 60 simultaneous calls to external parties (IP extension calling a non-IP telephone or line). For IP to IP calls, VCM resources are only required for initial call set-up. Depending on the typical utilization of external trunks, a lower capacity VCM variant could be employed, as appropriate. The IP Office softphone is 'Phone Manager Pro PC Softphone' which is an enhanced version of the standard Phone Manager Pro application enabled for each user using two License Keys as listed below. Equipment List • 1 x IP412 control unit. • 1 x PRI 60 E1 trunk card. • 1 x Region specific power cord. • 2 x IP400 VCM 30 cards. • 60 x 5610 IP phones. • 1 x IP Office Feature Key • 1 x IP400 Phone Manager Pro RFA 50. • 1 x IP400 Phone Manager Pro RFA 10. • 1 x IP400 Phone Manager PC SoftPhone RFA 50. • 1 x IP400 Phone Manager PC SoftPhone RFA 10. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 229 15-601041 - Issue 14d (30th November 2006) B: TAPI Functions Supported by IP Office TAPI 2.1 Functions Supported TAPILink Lite provides the following functionality for TAPI 2.1: • lineAddToConference • lineGetCallStatus • lineSetStatusMessages • lineAnswer • lineGetDevCaps • lineSetupTransfer • lineBlindtransfer • lineGetID • lineShutdown • lineCompleteTransfer • lineHold • lineSwapHold • lineConfigDialog • lineInitialiseEx • lineUnhold • lineClose • lineMakeCall • lineUnpark • lineDeallocateCall • lineNegotiateTAPIVersion • lineSetCallData • lineDial • lineOpen • lineDevSpecific • lineDrop • linePark • lineGenerateDigits • lineGetAddressCaps • lineRedirect • lineGenerateTone • lineGetAddressID • lineRemoveFromConference • lineMonitorDigits • lineGetAddressStatus • lineSetAppPriority • lineMonitorTones • lineGetAppPriority • lineSetAppSpecific • lineGetCallInfo • lineSetCallPrivilege TAPI 3.0 functions supported The following functions are supported using TAPI 3.0: • ITTAPI • ITCallInfo • ITCallStateEvent • Initialize • get_Address • get_Cause • Shutdown • get_CallState • get_State • EnumerateAddresses • get_CallInfoString • get_Call • RegisterCallNotifications • SetCallInfoBuffer • Put_EventFilter • ITCallNotificationEvent • get_Call • ITBasicCallControl • ITAddress • Connect • get_AddressName • Answer • ITCallInfoChangeEvent • get_dialableAddress • Disconnect • get_Call • get_ServiceProviderName • Hold • CreateCall • SwapHold • ITCallHubEvent • ParkDirect • get_Event • get_Call • ITMediaSupport • Unpark • get_MediaTypes • BlindTransfer • Transfer 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 provides detailed information on telephony events, including the ability to screen-pop based on CLI and/or DDI. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 231 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 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 developers SDK CD. The following table shows the device specific data available via TAPI. • Phone's extension number • Force login flag • Forward on busy flag • Login code flag • Forward on no answer flag • System phone flag • Forward unconditional flag • Absent message id • Forward hunt group flag • Absent message set flag • Do not disturb flag • Voicemail email mode • Outgoing call bar flag • User's extension number • Call waiting on flag • Users Locale • Voicemail on flag • Forward number • Voicemail ring-back flag • Follow me number • Number of voicemail messages • Absent text • Number of unread voicemail messages • Do not disturb exception list • Outside call sequence number • Forward on busy number • Inside call sequence number • User's priority • Ring back sequence number • Number of groups the user is a member of • No answer timeout period • • Wrap up time period Number of groups that the user is a member of that are currently outside their time profile • Can intrude flag • • Cannot be intruded upon flag Number of groups the user is currently disabled from • X directory flag • Number of groups that the user is a member of that are currently out of service • Number of groups that the user is a member of that are currently on night service IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 232 15-601041 - Issue 14d (30th November 2006) B: TAPI Functions Supported by IP Office 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 ) # 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 Field Data ( S Message ) 35 Is internal call 11 B list (possible targets for the call) 36 Time stamp IP Office 3.2 Product Description 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 ©Copyright 2006 Avaya Inc. All rights reserved. Page 233 15-601041 - Issue 14d (30th November 2006) C: Technical Specifications General Dimensions • Unit Dimensions (mm/inches) Width Height Depth IP406 V2, IP412 and all Expansion Modules 445mm/17.5" 71mm/2.8" 245mm/9.7" IP Office - Small Office Edition 255mm/10.0" 76mm/3.0" 241mm/9.5" The recommended minimum clearance, front and rear, for the connection of cables and other devices is 75mm/3". Weight Unit Weight IP406 V2 Control Unit 3.0Kg/6.7lbs IP412 Control Unit 3.0Kg/6.7lbs IP Office - Small Office Edition 1.2Kg/2.6lbs Analog 16 Module 2.9Kg/6.5lbs DS 16 Module 3.0Kg/6.7lbs DS 30 Module 3.5Kg/7.8lbs WAN3 Module 2.8Kg/6.3lbs So8 Module 2.8Kg/6.3lbs Phone 8 Module 2.8Kg/6.3lbs Phone 16 Module 2.9Kg/6.5lbs Phone 30 Module 3.1Kg/6.94lbs Environmental • 0°C to +40°C (32°F to 104°F). 95% relative humidity, non-condensing. Telephone Extension Cable Lengths The following table details the maximum cable lengths supported for the telephone ranges. These figures assume that standard twisted-pair telephone cable or CAT5 network cable is used. Telephone AWG22 AWG24 (~ 0.5mm Ø) AWG26 2400/5400 Series 1670m - 5500' 1100m - 3500' 670m - 2200' 4406D 1000m - 3280' 1000m - 3280' 400m - 1310' 4412D 1000m - 3280' 700m - 2295' 400m - 1310' 4424D 500m - 1640' 500m - 1640' 400m - 1310' 6400 Series 1000m - 3280' 1000m - 3280' 400m - 1310' T3 Series (Upn) 1000m - 3280' 1000m - 3280' 400m - 1310' Analog Phones 1000m - 3280' 1000m - 3280' 500m - 1640' IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 235 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Heat Dissipation Note that the above numbers are for reference only. For practical purposes, for example the calculation of heat dissipation, it is recommended to base environmental requirements (for example air cooling or UPS ratings) on the maximum input rating of the power supplies of the planned IP Office configuration, as follows. In order to calculate the maximum, that is worst case, amount of heat that can be generated by an IP Office system, it is assumed that all input power is converted to heat; whether from the PSU itself, the system unit, expansion module and/or cabling. Heat dissipation is normally measured in British Thermal Units (BTU's). A heat value expressed in Watts can be converted to BTU/hr by multiplying by 3.41297. As indicated above, you should use the maximum power input of 115 VA of each power supply to calculate this most accurately Using the conversion factor: • Heat Dissipation = 115 x 3.41297 = 392.5 BTU/hour. The metric equivalent to BTU is a Joule where 1 BTU = 1,055 Joules. This calculates the BTU value per power supply. The maximum BTU per system is therefore calculated, based on total number of power supplies installed in the system. For example, for a IP412, this would be 1 for the base unit and up to 12 for the expansion modules. • IP412 Maximum Heat Dissipation = 13 x 392.5 = 5,103 BTU/hr. Remember to budget for the power requirements of any additional devices that are to be co-located with the IP Office such as server PC's (voicemail, etc). Power Supply • • Input • Small Office Edition: 2.5mm DC inlet socket. 24Vdc power input. Rating 24V DC, 1.8A maximum. • All Other Units: 2.5mm DC inlet socket. 24Vdc power input. Rating 24V DC, 2A maximum. Power Supply Units: All CE/UL/Dentori Safety Approved. • • • Standard 40W Power Supply Unit (All control and expansion units unless otherwise indicated) Supplied with the control or expansion unit. 40W PSU with integral lead to the unit. Connection to switched mains supply requires separately supplied country specific IEC 60320 C7 power cord (2wire figure 8 connector). • Input: 100-240V AC, 50/60Hz, 81-115VA, 2A maximum. • Output: 24Vdc, 1.875A, output power 45W maximum. Small Office 45W Power Supply Unit Supplied with the unit. 45W PSU with integral lead to control unit. Connection to switched mains supply requires separately supplied country specific IEC 60320 C13 power cord (3-wire earthed cold kettle lead). • Input: 100-240V AC, 50/60Hz, 81-115VA, 1.5A maximum. • Output: 24V DC, 1.875A, output power 45W maximum. IP406 V2 60W Power Supply Unit Supplied with the control or expansion unit. 60W PSU with integral lead to the unit. Connection to switched mains supply requires separately supplied country specific IEC 60320 C13 power cord (3wire earthed cold kettle lead). IP Office 3.2 Product Description • Input: 100-240V AC, 50/60Hz, 81-115VA, 2.5A maximum. • Output: 24V DC, 1.5A, output power 60W maximum. ©Copyright 2006 Avaya Inc. All rights reserved. Page 236 15-601041 - Issue 14d (30th November 2006) C: Technical Specifications Interfaces Interface DTE Port Information • 25 way D-Type female connector, V.24/V.28. • 9 way D-type on IP412, IP406 V2 and IP Office - Small Office Edition. ISDN Ports EU Interfaces: • BRI: RJ45 sockets. ETSI T-Bus Interface to CTR3 for Pan European Connection. • PRI E1: RJ45 socket. ETSI T-Bus Interface to CTR4 for Pan European Connection. • PRI T1/J1: RJ45 socket: FCC Part 68/JATE connection. USA Interfaces: • PRI T1 Service: Ground Start (GS) – Default, E&M, 56k data for 5ESS, 56/64/64 restricted for 4ESS. • PRI ISDN Switch support: 4ESS, 5ESS, DMS-100, DMS-250 (includes conformance to ANSI T1.607 & Bellcore Special Report SR4287, 1992). • PRI ISDN Services: AT&T Megacom 800, AT&T WATS (4ESS), AT&T SDS Accunet 56kB/s & 64kB/s (4ESS), AT&T Multiquest (4ESS). Analog Trunk Ports • RJ45 sockets: Loop start/Ground start (regional dependant) Power Fail Ports • RJ45 sockets: ISDN Data Rates • BRI: B-channel 64kbps or 56kbps, D-channel 16kbps. • PRI: B-channel 64kbps or 56kbps, D-channel 64kbps. Analog Phone Ports • RJ45 sockets: • CLI Schemes: DTMFA, DTMFC, DTMFD, FSK and UK20. • REN: 2. (External Bell via POT port: REN = 1) • Off Hook Current: 25mA. • Ring Voltage: 40V (nominal) RMS. LAN • RJ45 sockets. Auto-negotiating 10/100 BaseT Ethernet (10/100Mbps). WAN • Small Office Edition: RJ45 Ethernet socket. • All Other Control Units (optional on Small Office Edition): 37 way D-Type female sockets. X.21 interface to 2048k bps, V.35 interface to 2048Kbps and V.24 Interface to 19.2Kbps. • 3.5mm Stereo Jack socket. Input impedance - 10k /channel. • Maximum AC signal – 200mV rms. External Output Port • 3.5mm Stereo Jack socket. Switching Capacity - 0.7A. • Maximum Voltage - 55V DC. On state resistance - 0.7. • Short circuit current - 1A. Reverse circuit current capacity - 1.4A. Wireless Module • Small Office Edition only. • 16bit Type II PCMCIA format PC card. • IEEE 802.11b WiFi. • Small Office Edition: 64MB Flash memory, 16bit Type II PCMCIA card. • IP406 V2: 512MB Compact Flash memory card. Audio Embedded Voice Memory IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 237 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Specification for IP Office Application PC's Applications System Requirements • Any IP Office system. (2.1 and above) • Any IP Office supported desktop telephone. Ethernet attached PC running as a recommended minimum, Microsoft Windows 2000/2003/XP Professional, with the following minimum supported specification Product Key • VM Lite = Voicemail Lite • VM Pro = Voicemail Pro • IMS = Integrated Messaging Pro • CM = Campaign Manager • TTS = Text To Speech • IVR = Third Party Database Access • CS = ContactStore • CBC = Compact Business Center • CCC = Compact Contact Center IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 238 15-601041 - Issue 14d (30th November 2006) C: Technical Specifications Server Applications Dependencies Applications Minimum PC Resources Intel Pentium Intel Celeron AMD Notes VM Lite 256MB RAM 2GB drive.*1 Any 1.4GHz Any 1.7GHz Any 1.4GHz Attempting to run the applications on lower specification PC’s may cause degradation of operation and will not be supported. VM Pro 256MB RAM 2GB drive.*1 Any 1.4GHz. Any 1.7GHz. Any 1.4GHz. To avoid replacing the server when adding new applications we recommend that a Pentium 4 2.8GHz (or equivalent) is used when possible. VM Pro + IMS + CM 512MB RAM 2GB drive.*1 Pentium4 2.8GHz. Not tested Athlon XP 3000+ All Athlon64. VM Pro + IVR + TTS 512MB RAM 20GB drive.*1 Pentium4 2.8GHz Not tested Athlon XP 3000+ All Athlon64. VM Pro + CS 512MB RAM 20GB drive.*1 Pentium4 2.8GHz Not tested Athlon XP 3000+ All Athlon64. VM Pro + CCC 512MB RAM 30GB drive.*1 Pentium4 2.8GHz Not tested Athlon XP 3000+ All Athlon64. VM Pro and CCC can be run on the same server OS up to a maximum of 25 agents, 8 ports of VM Pro. VM Pro + CBC 512MB RAM 120GB drive.*1 Pentium4 2.8GHz. Not tested Athlon XP 3000+ All Athlon64. The client PC needs to be Pentium III, 800MHz with 128MB RAM minimum. CCC 512MB RAM 10GB drive. Any 1.4GHz. Any 1.7GHz. Any 1.4GHz. Conferencing Center 512MB RAM 80GB drive. Pentium4 2.8GHz. Not tested Athlon XP 3000+ All Athlon64. Windows XP Professional or 2000 Professional can be used but would typically support a maximum of 10 web clients. To support more than 10 clients a server OS with IIS will be required. CBC/SMDR 256MB RAM 10GB drive. IE6.0 or higher. Pentium III 800MHz. Celeron3 800Mhz Athlon B 650MHz The Delta Server and CBC can be installed on either the same PC or on separate PC's. In both cases these are the minimum PC specifications. Feature Key Server PC 256MB RAM 1MB free disk space. Pentium III 800MHz. Celeron3 800Mhz. Athlon B 650MHz. If the database being queried is located on the VM Pro server the query speed of the database will be affected by the amount of memory available. Please take into account the memory requirements of the database being queried. *1: For all voicemail servers, also allow 1MB per minute for message and greeting storage. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 239 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Client Applications Dependencies Applications Minimum PC Resources Intel Pentium Intel Celeron AMD Notes Conferencing Web Client Internet Explorer 6 or above. Any. Any. Any. Any desktop machine can be used as long as it is capable of running IE6. Phone Manager 64MB RAM Lite/Pro 160MB free disk space. Pentium III 800MHz. Celeron3 800Mhz. Athlon B 650MHz. A sound card is needed if audio features are required. Phone Manager 64MB RAM PC SoftPhone 1GB free disk space. Pentium III 800MHz. Celeron3 800Mhz. Athlon B 650MHz. A sound card is needed. SoftConsole 128MB RAM Pentium III with 1GB of 800MHz. free disk space Celeron3 800Mhz. Athlon B 650MHz. A maximum of four SoftConsole applications can be run per system, a license controls the number of simultaneous SoftConsole users. A sound card is needed if audio features are required. ContactStore Web client Internet Any Explorer 6.0 or above. Any Any Any desktop machine can be used as long as it is capable of running IE6. IP Office Manager 128MB RAM Pentium4 1GB disk space 600Mhz. Not tested AMD Opteron, Athlon 64 or Athlon XP. For Windows XP, minimum recommend RAM increases to 256MB. Call Status 64MB RAM 50MB disk space Pentium III 800MHz. Celeron 3 Athlon B 800Mhz. 650MHz. For OS of Windows XP, minimum RAM increases to 256MB System Monitor 128MB RAM 10GB disk space Pentium III 800MHz. Celeron 3 Athlon B 800Mhz. 650MHz. For OS of Windows XP, minimum RAM increases to 256MB Contact Center View (CCV) 128MB RAM 10GB disk space Pentium III 800MHz. Celeron 3 Athlon B 800Mhz. 650MHz. For OS of Windows XP, minimum RAM increases to 256MB CCC Reporter Internet Any Explorer 6.0 or above. Any Any Any desktop machine can be used as long as it is capable of running IE6. Wallboard Server 128MB RAM 10GB free disk space. Any 1.4GHz. Any 1.7GHz. Any 1.4GHz. The Wallboard Server MUST reside on the same PC as the Delta Server Wallboard Client 128MB RAM 10GB disk space. Pentium III 800MHz. Celeron3 800Mhz. Athlon B 650MHz. For OS of Windows XP, minimum RAM increases to 256MB PC Wallboard 128MB RAM 10GB disk space. Pentium III 800MHz. Celeron3 800Mhz. Athlon B 650MHz. For OS of Windows XP, minimum RAM increases to 256MB IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 240 15-601041 - Issue 14d (30th November 2006) C: Technical Specifications Operating Systems for IP Office 3.2 The range of Windows operating systems against which IP Office 3.2 applications are tested and supported has been expanded to include Windows 2003 server. The following table gives a summary of the Server & Client Operating Systems (OS) on which various IP Office applications are tested and supported for IP Office 3.2. Microsoft Server OS's1,9 IP Office CBC2 CCC v5 VM VM SMDR6 Conferencing Manager Server Lite Pro3 Center Server Windows 2000 server (SP4) Yes Yes Yes Yes Yes Yes Yes Windows 2003 server8 Yes Yes Yes Yes Yes Yes Yes Windows XP Professional (SP2) Yes Yes No Yes Yes Yes No Microsoft Client OS's1,9 IP Office CBC2 CCC VM VM Soft Phone Conferencing Manager Clients Lite Pro3 Console Manager Center Client5 Windows XP Professional (SP2) Yes Yes Yes Yes Yes Yes Yes Yes Windows 2000 Professional (SP4) Yes Yes Yes Yes Yes Yes Yes Yes IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 241 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Windows Operating System Service Pack Support Operating System Current Service Pack and Date of Availability Next Update and Estimated Date of Availability Windows 2000 Professional, Windows 2000 Server, Advanced Server and Datacenter Server SP4 Dependant upon Microsoft release and Support schedule. Windows XP Home Edition SP2 June 26th 2003 Notes August 9, 2004 Windows XP Professional SP2 August 9, 2004 Windows Server 2003 N/A Details of how to configure IP Office applications for operation with SP2 are contained with in the IP Office Tech Tip Bulletin 49. Please see IP Office Tech Tip Bulletin 49. Notes: 1. Windows ME, Windows 95 and NT4 Operating Systems are no longer supported by Avaya. 2. CBC requires the associated Delta Server application to be installed on a Windows 2000/XP workstation or a 2000/2003 server. Windows 2003 server requires Delta Server 4.0(33) or above. 3. IMS and Web Campaigns options within VoiceMail Pro are only supported on Windows Servers. Aspects of operation such as Voicemail to E-mail, Integrated Messaging Pro (IMS), Web Campaigns, etc, are subject to further requirements. Please refer to the Voicemail Installation and Administration manual. Integrated Messaging Pro (IMS) is supported on Microsoft Exchange 5.5, 2000 and 2003. The R3.0GA release of VoiceMail Pro does not support IMS operation with Outlook 2003 operating in cache mode. The R3.0 maintenance release will provide this support. 4. For Phone Manager/PC Softphone Avaya recommends the use of Windows XP/2000. 5. Conferencing Center Web Client simply requires Internet Explorer 6.0 or higher (no other application required). 6. Although a server application, IP Office SMDR can also run on a Windows 2000, 2003 and Windows XP client Operating Systems but should not run on the same PC as a CBC or CCC Delta Server. 7. Windows 98 is only supported on IP Office V2.1 and V3.0 applications; it is not supported on IP Office 3.1 applications and above. Systems that are upgraded to V3.1 should have also have any Windows 98 PCs that are running IP Office applications upgraded to use Windows 2000, Windows XP or later operating systems. 8. Windows Small Business Server 2003 is supported for the same applications as Windows 2003 Server. 9. 64-Bit versions of Microsoft operating systems are not currently supported with IP Office applications. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 242 15-601041 - Issue 14d (30th November 2006) C: Technical Specifications Protocols Protocol RFC Information V120 - A standard Rate Adaptation mechanism. V110 - A standard Rate Adaptation mechanism. PPP RFC1661 Point to Point Protocol. LCP RFC1570 Link Control Protocol. MP RFC1990 Multi-Link (Point to Point) Protocol. IPCP RFC1332 Internet Protocol Control Protocol. PAP RFC1334 Password Authentication Protocol. RTP/RTCP RFC1889 Real Time and Real Time Control Protocol. CHAP RFC1994 Challenge Handshake Authentication Protocol. 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. UDP RFC768 User Datagram Protocol. IP RFC791 Internet Protocol. TCP RFC793 Transmission Control 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 243 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 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. RFC2507 IP Header Compression (IPHC). RFC2508 Compressing IP/UDP/RTP Headers for Low-Speed Serial Links. RFC2509 IP Header Compression over PPP. DiffServ RFC2474 Definition of the Differentiated Services Field (DS Field) in the IPv4 and IPv6 Headers. PPP MP RFC1990 The PPP Multilink Protocol (MP). Frame Relay Encapsulation RFC1490 Multi protocol Interconnect over Frame Relay. ML-PPP RFC2686 The Multi-Class Extension to Multi-Link PPP. L2TP Header Compression IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 244 15-601041 - Issue 14d (30th November 2006) D: Software History History This section details the main features of previous IP Office releases. This is not a definitive list are changes and addition many also occur during interim maintenance releases. • IP Office 3.1. • IP Office 3.0. • IP Office 2.1. • IP Office 2.0. • IP Office 1.4. • IP Office 1.3.2. • IP Office 1.3. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 245 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office 3.1 IP Office Core 3.1 Software • Extension twinning. • Buffered Call Detail Record (CDR) output in the same format as ACM. • Message Waiting Indication on analog phones via line polarity reversal, 51V Stepped, 81V and 101V (101V only supported on Phone V2 ports). • Support for Cyrillic character set on most 2400, 4600, 5400, 5600 and 6400 Series phones. • QSIG enhancements for call status indication. New Phones Support for new telephones and telephone accessories: • Avaya 4621. • Avaya 3701 and 3711 IP DECT telephones. • EU24BL DSS module. • Avaya T3 Compact, T3 Classic and T3 Comfort digital phones. • T3 Headset Link. • T3 DSS module. IP Telephony improvements • Increased duration of echo cancellation from 25ms to 64ms on newly introduced VCM modules - VCM 4/8/16/24. • Fallback from IP trunks to private leased lines or, via IP Office Least Cost Routing, to PSTN trunks. Operating System Support • Compatibility of IP Office applications with Service Pack 1 of Microsoft Windows 2003 Server. IP Office Management Software • IP Office Manager Enhancements. Avaya IP DECT Mobility Solution • New mobility solution supports up to 120 IP DECT telephones and 32 base stations. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 246 15-601041 - Issue 14d (30th November 2006) D: Software History IP Office 3.0 Note: IP Office 3.0 removes support for DT ports and therefore associated DT port phones (Avaya 2030, 2059, 20CC and 20DS). Small Office Edition control units with integral DT ports and Digital Terminal expansion modules are no longer supported. Other control units with integral DT ports are still supported but use of their DT ports is not. New hardware capabilities: • New Digital Phones - 5400 Series: 5402, 5410 and 5420. • New IP Phones - 5600 Series: 5601, 5602, 5610 and 5620. • Support for 2402 and 2410 Digital Phones • Support for 4601 and 4610 IP Sets • EU24 Expansion Module • Modem 12 Card • Embedded Voicemail for IP406 V2 System software enhancements: • • Key System Features • Call Appearance • Bridged Appearance • Line Appearance • Call Coverage • Idle Line Preference • Ringing Line Preference • Hold Functionality redesign • LED Feedback redesign • Distinctive Ringing SNMP Enhancement • • Disk space alarms for Voicemail Pro and Embedded Voicemail. Enhancements to Embedded Voicemail • Default message length - increased to 2 minutes, configurable to a maximum of 3 minutes. • Auto-attendant time-out - in the absence of DTMF input the caller will time-out to a pre-defined position Changes in Manager • Call Coverage Tab removed from "User Form" and replace by "Coverage Appearance" button option. • Gain Control for IP Phones added to "VoIP" tab in Extension form IP Office Voicemail Pro • Intuity Mode Personal Distribution Lists • Group Message Broadcast • Introduction of ContactStore for IP Office • Fax Server Support tested and verifed; • • Equisys - Zetafax • Captaris - RightFax • Fenestrae – Faxination • GFI - GFI FAXMaker SNMP Alarms: Disk Full Warning. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 247 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office Conferencing Center • Local Address Book • Conference Templates Phone Manager • Profiles. • Compact Mode (Pro Only). • Speed Dial Enhancements - 10 Tabs 100 per Tab. • Personal Distribution List Support (Pro & Intuity Mode Voicemail Pro). • Microsoft LIVE Communication Server Support - for Instant Messaging. • Import/Export of Local Directories (Pro Only). • Call History Enhancements (Pro Only). • Programmable Date and Time Format (Pro Only). • Phone Manager PC Softphone USB Settings. SoftConsole • • The Call Information Panel now has the ability to show multiple calls waiting. This allows the SoftConsole user to either answer calls from the Call Information panel based on the Caller ID or from the Queuing Panel based on the dialled number (target hunt group). Wizards • Password Protection • Wizard Support for Embedded Voicemail and Voicemail Pro CCC Compatibility • IP Office R3.0 is compatible with both CCCv4 and CCCv5, however the new Key and Lamp features are not supported. IP Office 3.0DT IP Office 3.0DT is a special build of software for UK and European countries that use Avaya DT phones (2010, 2030, 2050, 2060, 20CC and 20DS) that has all the functionality of Release 2.1 plus: • 45 day free trial licenses for applications. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 248 15-601041 - Issue 14d (30th November 2006) D: Software History IP Office 2.1 New hardware capabilities: • Change to IP403 digital trunk card restrictions. Single PRI cards now allowed in either slot. • Integral CSU support (applicable for North America only). • T1 Support for Small Office Edition (applicable for North America only). • 3810 Wireless Handset (applicable for North America only). • IP406 V2 with release 2.1.27 core software. Core Software: • Reliable disconnect on analog lines with and without ICLID. • PIN restricted terminals. • Paging over IP Phones. • Integrated VPN capabilities. • All Hunt Group and User parameters are now mergeable. • Personal ringing on 4400 Series phones, replaced by distinctive ringing in IP Office 3.0. Management Tools: • Streamlined Installation and Administration Wizard. • IP Office - Small Office Edition Wizard. • Moves, Adds and Changes Wizard. Compact Business Center (CBC) • Added new alarms: Lost Calls, Trunk Utilization, Calls Queued and Available Agents. • New Key Performance Screen: Current Alarm, Last Alarm and Longest Call Waiting Alarm. • Trunk Utilization Graphs. • Email Notification. • New language support - Italian & Russian. Voicemail Pro: • Email reading enabled via TTS. • Call Data Tagging. • VM Pro Fax Detection without call flows. • VB Scripting "GetDTMF" & RecFile" function present a beep on calls to indicate start of recording of DTMF entries. • Voicemail Pro Networked Messaging. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 249 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office Conferencing Center: • • Web-based Conference booking and scheduling system (requires Windows 2000/2003 server running IIS): • Web-based conference 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. Value Proposition Web client interface (requires Internet Explorer 6.0 or higher) enabling: • 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). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 250 15-601041 - Issue 14d (30th November 2006) D: Software History IP Office 2.0 New hardware capabilities: • VCM 30 module (IP412 Only). • Avaya 4620 IP Telephone. • Avaya 3616 Wireless Telephone. • Avaya 3626 Wireless Telephone. • Avaya IP Office - Small Office Edition Platform. • Embedded Voicemail Card for Small Office Edition. • WiFi (802.11b) card for Small Office Edition. • Serial Dongle. • Surge protection module (IROB) – Protects analog extension ports • Surge protection module (IROB) rack mount kit System software enhancements: • • • Voice features: • Increased extension support on the IP412 from 256 to 360. • Call Priority for incoming callers. • Transfer Recall/Return. • Auto Attendant Fall Back Extension. • Enhanced Call Recording and Intrusion configuration options. Data features: • RIP support. • V.32 modem with V.42 error detection and correction on first Analog port of ATM4 trunk card and Small Office Edition integral analog trunks. Management: • New installation and administration wizard. • SNMP Notifications for centralized monitoring. PhoneManager: • New look and feel. • Support for Voicemail Pro Intuity TUI mode. • Screen-pop support for Symantec ACT!, Goldmine, Maximizer as well as MS Outlook. • DiffServ QoS support. • Call record start and stop in conjunction with VM Pro. • Post connect dial and DTMF. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 251 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Soft Console: • New Soft Console replaces eConsole and eBLF applications. • BLF integrated into Console screen. • Simplified and efficient new user interface. • Enhanced directory access. • Record start and stop in conjunction with VM Pro. • Multi-profile support. Voicemail Pro: • 3rd party IVR database support. • Text to Speech within call flows. • Text to Speech for listening to emails. • Fax detection within auto attendant call flows. • Enhanced Audio compression for Integrated Messaging Pro users. • Forwarding voicemail as email to non MS Exchange email servers via SMTP. • Improved housekeeping for message storage. • WAV editor with the capability to utilize a telephone. • Additional Personal Greetings (Internal, External, Busy, Out of Hours, No Reply). • Additional Message Capture options (Private and Priority). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 252 15-601041 - Issue 14d (30th November 2006) D: Software History IP Office 1.4 New hardware capabilities: • New Digital Phone 2420 • Enhanced WAN 3 Module System software enhancements: • Increased networking capabilities through support of quality of service over Frame Relay networks • Additional phone devices supported on the core platform. • Increased system performance and reliability through improvements to the core system software. • The use of remote access software for system support via DameWare. • Localization for China and Russia country connection. Applications enhancements: • IP Office Compact Contact Center Version 4. IP Office 1.3.2 System software enhancements: • Increased networking capabilities through increased support of the QSIG protocol, including Intuity AUDIX (via DEFINITY and MultiVantage platforms). • Increased system performance and reliability through improvements to the core system software. IP Office 1.3 New hardware capabilities: • IP412 control unit. • Dual T1/PRI trunk cards (supported only on IP412 only). • Support for Avaya 4602 IP Hard Phone (Release 1.6.69). • Support for VCM 20 (Voice Compression Module 20 channels) on the IP403 Office. System software enhancements: • Larger capacity: support for 256 endpoints on IP412. • Enhanced Boss/Secretary operation including call coverage. • Improved IP Telephone operation, including support for the 4600 Series Terminal 1.6.17 software singleconnect and support for the 4602 IP terminal. • Better networking and interoperability, including QSIG enhancements and Name on PRI. • More efficient use of feature keys, including support for single button on/off control for popular features. Applications enhancements: • Voicemail Pro Release 1.2. (12), including Dial by Name and Pin Code Check for Meet Me Conferencing • Phone Manager Pro Release 1.3, including Per Seat Licensing and Agent Enabled. • CTI Link 1.5 • Improved interface to 3rd party call accounting packages through IP Office SMDR. • Support for Windows XP on client applications. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 253 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous Discontinued Units The following items are still supported by IP Office 3.2 but are no longer available from Avaya. This page and any other references to these units within the Product Description are for reference only. IP Office Control Units • Small Office 2T+4A (3 VoIP) • Small Office 4T+8A (3 VoIP) • IP403 Office. (Versions with DT ports are supported, but without the operation of DT ports). • IP406 Office V1. (Version 1, without Embedded Voicemail or DS ports on the system unit). IP Office Expansion Modules • Phone Expansion Module (8, 16 and 30 port variants) These expansion modules have been superseded by the equivalent Phone V2 expansion modules. • Digital Station Expansion Module (16 and 30 port variants) These expansion modules have been superseded by the equivalent Digital Station V2 expansion modules • WAN3 Expansion Module This module has been superseded by the WAN3 10/100 expansion module. IP Office Trunk Interface Cards • ATM4, ATM4 EU and ATM4 NZ These quad analog trunk cards have been superseded by the ATM4U (Universal). IP Office Internal Daughter Cards • VCM5, VCM10, VCM20 These VCM cards have been superseded by the VCM4, VCM8 and VCM16 versions. Though the new cards have a lower channel capacity, they support echo-cancellation of 64ms rather than the formers 25ms. • Modem2 The Modem2 card has been superseded by the Internal Modem Card. Avaya Phones • 4602IP and 5602IP These phones are no longer available. The recommended IP Office replacement is the 5602SW. • 4606, 4612 and 4624 These phones are no longer available. The recommended IP Office replacements are the 5610SW and 5620SW. • 6400 Series These phones are no longer available. The recommended IP Office replacements are the 5400 series IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 255 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office - Small Office Edition 2T+4A (3 VoIP) This unit is no longer available from Avaya but is still supported by IP Office 3.2 software. This section is included for reference for existing units. The IP Office - Small Office Edition 2T+4A (3 VoIP) provides: • Two Analog Loop Start Trunks (Caller ID enabled). • Four analog extension (POT) ports. During power fail, analog trunk port 2 is connected to analog extension port 1. • Three VoIP Codecs (G.723.1, G.711 and G.729a). • 4 Switched Ethernet ports (Layer 2). • Dedicated Switched Ethernet WAN port (Layer 3). • Two PCMCIA slots for wireless and memory card support. • WAN slot for optional WAN card (V35/V24/X.21, BRI or T1 PRI). • DTE port. • Audio port for external music on hold source. • Two relay switch port for door entry systems (External O/P socket). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 256 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous IP Office - Small Office Edition 4T+8A (3 VoIP) This unit is no longer available from Avaya but is still supported by IP Office 3.2 software. This section is included for reference for existing units. The IP Office - Small Office Edition 4T+8A (3 VoIP) provides: • Four Analog Loop Start Trunks (Caller ID enabled). • Eight analog extension ports (POT). During power fail, analog trunk port 2 is connected to analog extension port 1. • Three VoIP Codecs (G.723.1, G.711 and G.729a). • 4 Switched Ethernet ports (Layer 2). • Dedicated Switched Ethernet WAN port (Layer 3). • 2 x PCMCIA Slots for Wireless and Memory card support. • WAN Slot for Optional WAN card (V35/V24/X.21, BRI or T1 PRI). • DTE port. • Audio port for external music on hold source. • Two relay switch port for door entry systems (External O/P socket). IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 257 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP403 Office This unit is no longer available from Avaya but is still supported by IP Office 3.1 software. This section is included for reference for existing units. The IP403 Office control unit is a 19" rack mountable voice and data communication system and supports as standard • Eight Digital Station (DS) ports for selected 24xx, 44xx, 54xx and 64xx Series phones (plus 3810 and 9040 wireless (US) phones). • Two Analog telephone ports. • Eight 10/100 Mbps LAN Hub ports. • DTE Port. • X.21/V35 WAN interface. • Support for 3 Expansion Modules. • External output port containing two switches for door entry systems. • Audio port for external music on hold source. • 18 Data channels (maximum of 10 useable for Voicemail Pro) Note: A data channel is used whenever a call is made from the IP network to an exchange line (Central Office). For example, four people surfing the Internet will use a single data channel since they all share the same line to the ISP. Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines. IP extensions do not use data channels. Optional internal upgrades allow for support of up to 4 x V.90 modem calls and a Voice Compression Module (VCM) of up to 20 channels. Through the support of up to three external Expansion Modules, IP403 office can be enhanced to support a further 90 Analog, Digital or IP phones. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 258 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous IP406 Office V1 This unit is no longer available from Avaya but is still supported by IP Office 3.1 software. This section is included for reference for existing units. The IP406 V1 (formerly just called the IP406) differs from the IP403 Office in that it supports six expansion modules but excludes the integral Digital extension and Analog extension ports. The IP406 V1 Office base unit is 19" rack mountable and supports as standard• Eight 10/100 Mbps LAN Hub ports. • DTE Port. • X.21/V35 WAN interface. • Support for 6 Expansion Modules. • External output port containing two switches for door entry systems. • Audio port for external music on hold source. • 24 Data channels (Maximum 20 useable for Voicemail Pro). Note: A data channel is used whenever a call is made from the IP network to an exchange line (Central Office). For example, four people surfing the Internet will use a single data channel since they all share the same line to the ISP. Two people remotely accessing the Office LAN from home will use two data channels since they have dialed in on separate lines. IP extensions do not use data channels. Optional internal upgrades allow for the support of up to 2 x V.90 modem calls and a single Voice Compression Module (VCM) of up to 20 channels. Through support of up to six external Expansion Modules, IP406 V1 office can be enhanced to support a mixture of Analog, Digital or IP phones to maximum of 180. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 259 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 4606 IP Telephone This unit is no longer available from Avaya but is still supported by IP Office 3.2 software. This section is included for reference for existing units. The 4606 supports the following features: • 6 Programmable call appearance/feature keys with twin lamps. • 8 Fixed Feature Keys: Speaker, Mute, Hold, Volume Up & Down, Conference, Transfer, Redial. • 2 x 16 Character Display. • Message Waiting Indicator. • Full Duplex Speakerphone with Echo Cancellation. • G.711, G.722, G.723.1a, G.729a/B Voice CODECs. • QoS Options Of - UDP Port Selection, DiffServ And 802.1p/B. • 10/100 BaseT Ethernet Connection to the IP Office. • Optional Integrated Ethernet Repeater Hub – for pass through connection of a PC via the phone. • Hearing Aid compatible. • IP Address Assignment - DHCP client or statically configured. • Infrared Port To Support Future Applications. • Downloadable Firmware for future upgrades. • Wall Mountable with a separate orderable stand. • Connects to IP Office via the LAN. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 260 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous 4620 IP Telephone This unit is no longer available from Avaya but is still supported by IP Office 3.1 software. This section is included for reference for existing units. The 4620 supports the following: • 24 Programmable call appearance/feature keys (arranged in 2 switchable display pages of 12 matching the 12 physical display buttons). • Automatically labeled from the system (no paper labels). • 11 Fixed Feature Keys: Speaker, Mute, Hold, Headset and Volume Up/Down, Conference, Transfer, Hold, Redial and Drop. • Large graphical gray-scale display (168 x 132 pixels). • 4 Embedded applications: Speed Dial, Call Log, Web Browser (WAP/WML), Options. • Two-way handsfree speaker and microphone. • Socket for use with the EU24 expansion module. • 7 Position adjustable desk stand/wall mount stand. • Infrared (IrDA) port. • Built-in headset jack. • Multiple language support: English, French, Italian, Japanese (Katakana), Spanish, German, Dutch and Portuguese. • 8 Personalized ring patterns. • Connects to IP Office via the LAN. • Second full duplex 10/100 BaseT Ethernet Switched ports for PC pass through connection • Auto-negotiation provided separately for each port. • 802.3 Flow Control. • Phone has priority over PC port at all times. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 261 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 4612 IP Telephone This unit is no longer available from Avaya but is still supported by IP Office 3.1 software. This section is included for reference for existing units. The 4612 supports all of the features of the 4606 with the following differences: • 12 Programmable call appearance/feature keys with twin lamps. • 4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit. • 4 Display Soft Keys below the Display. • 8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down. • 2 x 24 Character Display. • Connects to IP Office via the LAN. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 262 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous 4624 IP Telephone This unit is no longer available from Avaya but is still supported by IP Office 3.1 software. This section is included for reference for existing units. The 4624 supports all of the features of the 4606 with the following differences; • 24 Programmable call appearance/feature keys with twin lamps. • 8 Fixed Feature Keys: Speaker, Mute, Conference, Transfer, Redial,Hold, Volume Up & Down. • 4 Display Soft Keys below the display. • 4 Display Navigation Keys, right of the display: Menu, Previous, Next & Exit. • Connects to IP Office via the LAN. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 263 15-601041 - Issue 14d (30th November 2006) IP Office Product Description TransTalk 9040 Wireless Telephone This unit is no longer available from Avaya but is still supported by IP Office 3.1 software. This section is included for reference for existing units. The 9040 supports the following features: • 2x16 character LCD display. • Intuitive Keys for driving the display. • 10 feature Keys. • Vibrating ringer option. • Fixed Redial button. • Headset connection. • Belt clip. • 3.5 hours talk time and 22 hours stand by time. • Lightweight, weighing less than 8oz. • Pocket size (dimension 6" x 2" x 1"). • A desktop charger. • Headset option. • Base station connects to an IP Office DS (Digital Station) port. Note: The 9040 requires the DRM-D (Dual Radio Module for TDL/DCP) for connectivity to DS ports. One radio module can support two handsets in a common area. Site survey highly recommended. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 264 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous INDeX 20 Series Telephones These units are no longer available from Avaya, but can be used on IP Office systems up to 2.1/3.0DT software. These telephones are NOT SUPPORTED on 3.0, 3.1 or 3.2 2010 Terminal The 2010 supports the following features: • • Message Waiting Light. • • On Hook Dialing. • • Receive & Make Page. • • Hands Free Speech. • • Headset Capability. • • Wall Mountable. • • Hearing Aid Compatible. • • 6 Fixed Feature Keys. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 265 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 2030 Display Terminal The 2030 supports the following features: • Message Waiting Light. • On Hook Dialing. • Receive & Make Page. • Hands Free Speech. • Headset Capability. • LCD Display (Custom Large Call Information Widow and 2x16 Alphanumeric Display). • 8 Key Direct Station Select. • 4 Context Sensitive Soft Keys. • 11 Fixed Feature Keys (Speaker, Scroll, Redial, Speed Dial, Hold, Answer/Release, Mute, Divert, No • Calls, Group, Program). • Wall Mountable. • Hearing Aid Compatible. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 266 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous 2050 Display Terminal The 2050 supports the following features: • Message Waiting Light. • On Hook Dialing. • Receive & Make Page. • Handsfree Speech. • Headset Capability. • LCD Display. • Dual-Color BLF. • 8 Key Direct Station Select. • 4 Context Sensitive Soft Keys. • 11 Fixed Feature Keys (Speaker, Scroll, Redial, Speed Dial, Hold, Answer/Release, Mute, Divert, No • Calls, Group, Program). • Wall Mountable. • Hearing Aid Compatible. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 267 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 20CC Call Center Terminal The 20CC agent display terminal is a dedicated turret terminal for call center applications and supports the following features: • Message Waiting Light. • On Hook Dialing. • Receive & Make Page. • Headset Capability. (Note: Headsets are separately ordered) • LCD Display. • Dual-Color BLF. • 8 Key Direct Station Select. • Log On/Log Off To Register Each Agents Shift Duration. • 11 Fixed Feature Keys (View, Scroll, Redial, Speed Dial, Hold, Answer/Release, Mute, Log On/Log • Off, Busy Not Available, Busy Wrap Up, Program). • 4 Context Sensitive Soft-Keys. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 268 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous 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 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 269 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 20DT - DECT Telephone This telephone is no longer available from Avaya but can still be used on IP Office systems with 3.2 software. This section is included for reference for existing units. IP Office 20DT DECT telephone features include: • 2 Independent User Profiles for ringer/volume settings. • 36 Character LCD display. • 5 Display Icons. • Intuitive Keys for driving the display. • Keys for volume control & off-hook. • Vibrating ringer. • 10 Number Redial Store. • 80 Number Local Phone Book. • Keypad lock. • 9 tone ringer options. • Headset connection. • Automatic Answer Option (used with headsets). • 10 hours talk time and 90 hours stand by time. • Lightweight, weighing less than 130gms. • Pocket size (dimension 143mm x 48mm x 26mm). • Connects to the IP Office via a non-IP DECT base station which connects using POT ports. See IP Office DECT. Option handset accessories include:• A desktop charger. • An adapter cord for use with headsets. • Handset cover including a robust belt clip. • Heavy-duty belt clip. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 270 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous 6408D Telephone These telephones are no longer available from Avaya but can still be used on IP Office systems with 3.2 software. This section is included for reference for existing units. The 6408D supports the following features: • Desk/wall-mount. • Administrable handsfree operation. • 2 line x 24 character display. • Speakerphone. • User administration. • Time/day default. • Adjustable display. • Ringer volume and tone. • 8 Programmable call appearance/feature keys with twin lamps. • 8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down. • Connects to an IP Office DS (Digital Station) port. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 271 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 6416D Telephone These telephones are no longer available from Avaya but can still be used on IP Office systems with 3.2 software. This section is included for reference for existing units. The 6416 supports the following features: • Desk/wall-mount. • Administrable handsfree operation. • 2 line x 24 character display. • Speakerphone. • Expansion module capable. • User administration. • Time/day default. • Adjustable display. • Ringer volume and tone. • 16 Programmable call appearance/feature keys with twin lamps. • 8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down. • Connects to an IP Office DS (Digital Station) port. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 272 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous 6424D Telephone These telephones are no longer available from Avaya but can still be used on IP Office systems with 3.2 software. This section is included for reference for existing units. The 6424 supports the following features: • Desk/wall-mount. • Administrable handsfree operation. • 2 line x 24 character display. • Speakerphone. • Expansion module capable. • User administration. • Time/day default. • Adjustable display. • Ringer volume and tone. • 24 Programmable call appearance/feature keys with twin lamps. • 8 Fixed feature keys: Speaker, Mute, Conference, Transfer, Redial, Hold, Volume Up & Down. • Connects to an IP Office DS (Digital Station) port. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 273 15-601041 - Issue 14d (30th November 2006) IP Office Product Description XM24 The XM24 is an add-on unit that works in association with a 6416 or 6424 display phone and provides an additional 24 programmable call appearance/feature keys with twin lamps. Only one XM24 per phone. For systems where phone add-ons are being used, IP Office 3.1 supports a maximum of eight EU24 and or EU24BL per system. Alternatively it supports two XM24 or two 4450 units on each module with DS ports including the control unit. • Connects directly to the associated phone. • Requires a power supply unit (1151B1) for the phone, power supply socket and must be used with the cables supplied. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 274 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous Mobility - Analog DECT Based on the Digital Enhanced Wireless Telecommunications (DECT) standard, IP Office's DECT wireless systems support the Generic Access Profile (GAP) designed to allow interoperability of handsets supplied by various suppliers. Delivering on site mobility for staff on the move, DECT is a digital solution designed to integrate with IP Office to provide roaming extensions on both IP Office and alternative vendors' PBXs. There are three DECT options on IP Office: • Compact DECT Control Unit Connects to the IP Office via analog extension ports with a maximum of 8 DECT telephones. • DECT Control Unit (DCU) Connects to the IP Office via analog extension ports with a maximum of 128 DECT telephones. • Avaya IP DECT A solution which consists of multiple DECT bases stations connected to the IP Office via IP trunks. Note that Avaya IP DECT equipment is not compatible with the Avaya DECT equipment above, with the exception of the 20DT telephone which does provide basic functionality when used with Avaya IP DECT system. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 275 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 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 wireless handsets and 7 DECT Base Stations (DBS) [1 Main base station plus 6 repeaters]. The Compact DECT CU is connected to the IP Office control cabinet by 2 wire analog extension ports and to a PC via a V24 control link enabling enhanced feature integration. The V24 control link enables the IP Office system to offer sophisticated features on the DECT handsets thanks to the intelligent LAN connection. When connected to IP Office, the Compact DECT CU offers unique integrated features and continues to provide many of the functions associated with fixed IP Office digital phones without confining users to their desks. The Compact DECT CU can be deployed up to 300m from the IP Office system providing coverage of up to 600 meters, depending on building construction and local environment. The average radius coverage within buildings is approximately 50m to 60m. The installation of the Compact DECT CU is very straightforward and simply requires a connection to local power and the associated IP Office. In an area with a requirement for high wireless densities the Compact DECT CU should be located centrally with Repeater Base Stations being used to extend the coverage area over the site. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 276 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous Extending Compact DECT Coverage The coverage offered by the Compact DECT CU can be supplemented by up to 6 DECT Repeater Base Stations. The Repeater Base Station is able to offer an extension to the area serviced by IP Office's DECT system in a simple and cost effective manner without the need to lay more cables. Both Compact DECT CU and Repeater Base Station designs are very compact and may be installed out of sight within false ceilings. Local power is required for the Repeater Base Stations. As with the standard DECT Base Station, the Repeater Base Station offers seamless handover and roaming enabling users to move freely between cells during calls over an extended area. Each Repeater Base Station has a capacity of two simultaneous calls while the main Central Compact Base Station supports 6 simultaneous calls. Compact DECT control Unit and Repeater Base Stations IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 277 15-601041 - Issue 14d (30th November 2006) IP Office Product Description DECT Control Unit Analog connection DECT for IP Office. The Compact DECT solution provides smaller businesses with a highly functional entry-level wireless 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. This unit is being phased out in favor of the Avaya IP DECT solution presented in the next section. 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 wireless handsets and 32 base stations, two DCU's are linked using two Link Cards. Each wireless 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 278 15-601041 - Issue 14d (30th November 2006) E: Miscellaneous DECT Licenses Compact DECT and DECT DCU Systems For these systems, the following additional features are available through the use of a CTI DECT licence and Avaya IP Office DECT Integration software running on a PC. The license is entered into the IP Office configuration • Available with 20DT sets only. • 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 - Wireless users require many of the standard, as well as advanced, functions available to users of Desktop handsets. All telephone 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 wireless 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). Languages The Japanese language set is supported up to and including software release 2.1. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 279 15-601041 - Issue 14d (30th November 2006) 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 without waiting for the transfer destination to answer first. 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 281 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 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 telephones in the 2400, 4400, 5400 and 6400 series. Supported by DS sockets on IP Office control units and Digit Station modules. Note: Not all terminals in the above ranges are supported on IP Office. Dn: Directory number. DNIS: Dialed Number Identification Service (DNIS). Available in US markets. DNIS identifies to the called party the dialed number. Can be used to identify the purpose of inbound calls. Domain: The part of the computer network in which the data processing resources are under common control. DSS: Direct Station Select - A DSS key can be programmed with a number or feature code. DSU: Data Service Unit: Normally incorporated within the CSU of digital trunk connections. The DSU allows the trunk to be shared between data and voice services. E Embedded Voicemail: A voicemail system stored on a memory card inserted into the IP Office telephone system's control unit. ESP: Encapsulation Security Payload: A standard (RFC2406) that forms part of IPSec. F Frame Relay: Connections to private or public Frame Relay services, such as BT FrameStream, can be made via the WAN port on the rear of main unit, or the WAN port of an associated WAN 3 module. Both data and Voice over IP (requires the use of the Voice Compression Module) are supported across Frame Relay. G G.711 A-Law 64K: A VoIP compression mode. Each voice call is converted from analog to digital (refer to G.723) and uncompressed. G.723.1 6K3 MP-MLQ: A VoIP compression mode. A real-time implementation of the ITU-T Multi-Pulse Maximum Likelihood Quantization (MP-MLQ) 6.4 Kbps and Algebraic Codebook Excited Linear Prediction (ACELP) 5.3 Kbps speech coding algorithms. The G.723.1 speech coder operates upon 30 ms frame of digitized, telephone bandwidth speech signals sampled at 8 kHz. The frames are divided into four 7.5 milli-second sub frames of 60 samples each. Each frame of 240 input samples is converted into 12 16-bit word of compressed data at the high rate or 10 16-bit words of compressed data at the low rate. The Voice Activity Detection/Comfort Noise Generation (VAD/CNG) specified in Annex A to ITU-T G.723.1 is fully implemented,and may be used to further reduce the average bit rate. G.726 ADPCM 16K/32K: A VoIP compression mode. Each voice call is compressed using the standard ADPCM compression technique (refer to G.732). This algorithm uses 16,000 or 32,000 bits per second. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 282 15-601041 - Issue 14d (30th November 2006) Glossary G.729(a) 8K CS-ACELP: A VoIP compression mode. A fully compliant, real-time implementation of the ITU-T fixed-point conjugate-structure, algebraic code-excited linear prediction (CS-ACELP) speech coding algorithm. The CS-ACELP operates at 8Kkbps. The coder processes 10 millisecond frames of speech sampled at an 8 kHz rate, which together with a 5 millisecond look-ahead results in a total algorithmic delay of 15 milliseconds. For each frame of 80 samples of 16-bit linear PCM data, the coder outputs five 16-bit words. Applications using the G.729 vocoder include digital telephony, satellite and wireless communications. Gatekeeper: An H.323 entity that provides address translation, controls access, and sometimes bandwidth management to the LAN for H.323 terminals, Gateways, and Multipoint Control Units. IP Office units can register themselves with multiple external H.323 gatekeepers. GUI: Graphical User Interface. H H.323 VoIP: Allows voice and data traffic to be networked between systems. Connections between platforms across the WAN, at speeds up to 2.048Mbps (in conjunction with the Voice Compression Module), or across the LAN at 10 or 100 Mbps. Multiple WAN links maybe supported utilizing the optional WAN3 modules. Also allows telephone calls to be made from PCs running Microsoft's NetMeeting when fitted with a sound card, speakers and microphone. Calls can be made between PCs or to standard analog or digital telephones. Please note that at this point in time, we do not consider NetMeeting to offer a Toll Quality voice service. The addition of the IP Telephony Extensions to the H.323 Gateway protocol allows physical H.323compliant IP "Hardphones" and PC based, IP "Softphone" applications to make and receive phone calls. H.450: VoIP Supplementary Services H.450 provides extended features within H.323 based VoIP networks similar in concept to QSig within ISDN. HTML: Hyper Text Markup Language, the authoring language used to create hypertext documents for the World Wide Web. HTTP: Hyper Text Transfer Protocol, the application protocol for moving hypertext files across the Internet. The protocol requires an HTTP client program on one end of a connection and an HTTP server program on the other. I ICLID: Incoming Caller ID. See CLI. IKE: Internet Key Exchange: A standard (RFC2409) that forms part of IPSec operation. IMAP: Internet Mail Access Protocol: An essential Internet protocol for E-mail communication. IMAP4, which is both a client and server protocol, can enable voice and fax message access and storage through a PC interface. IMAP4 also complements SMTP for retrieval/access of messages. IP: The Internet Protocol (IP) is the method or protocol by which data is sent from one computer to another on the Internet. Each computer (known as a host) on the Internet has at least one IP address that uniquely identifies it from all other computers on the Internet. When you send or receive data (for example, an email note or a Webpage), the message gets divided into little chunks called packets. Each of these packets contains both the sender's Internet address and the receiver's address. Any packet is sent first to a gateway computer that understands a small part of the Internet. The gateway computer (or router) reads the destination address and forwards the packet to an adjacent gateway that in turn reads the destination address and so forth across the Internet until one gateway recognizes the packet as belonging to a computer within its immediate neighborhood or domain. That gateway then forwards the packet directly to the computer whose address is specified. Because a message is divided into a number of packets, each packet can, if necessary, be sent by a different route across the Internet. Packets can 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 283 15-601041 - Issue 14d (30th November 2006) IP Office Product Description iPhone: iPhone is a service that applies telephony rules. IPSec: IP Security: A set of methods and standards (starting with RFC2401) for the secure (authenticated and/or encrypted) routing of private network traffic across the Internet. ISAKMP: Internet Security Association and Key Management Protocol: A standard (RFC2408) for the bodies and processes that keys used by IPSec. iServer: iServer consists of two parts. One is WT service, and the other is a combination of different server components, that run on the Microsoft transaction server. ISP: Internet Service Provider. A business that supplies Internet connectivity services to individuals, businesses and other organizations. L L2TP: Layer Two Tunneling Protocol: A standard (RFC2661 and RFC3193) for the connections of private network connections across the Internet. LAN: Local Area Network. LCP: In the Point-to-Point Protocol, the Link Control Protocol (LCP) establishes, configures and tests data-link Internet connections. Before establishing communications over a point-to-point link, each end of the PPP link must send out LCP packets. The LCP packet either accepts or rejects the identity of its linked peer, agrees upon packet size limits, and looks for common mis-configuration errors. Basically, the LCP packet checks the telephone line connection to see whether the connection is good enough to sustain data transmission at the intended rate. Once the LCP packet accepts the link, traffic can be transported on the network; if the LCP packet determines the link is not functioning properly, it terminates the link. LCP packets are divided into three classes: 1. Link configuration packets used to establish and configure a link. 2. Link termination packets used to terminate a link. 3. Link maintenance packets used to manage and debug a link. LDAP: Lightweight Directory Access Protocol, a protocol used to access a directory listing. LDAP support is being implemented in Web-enabled and Email programs, which can query an LDAP-compliant directory. LDAP has become the Internet standard for directory infrastructure and is expected to provide a common method for searching Email addresses on the Internet. M MAC address: The address of a device identified at the media access control (MAC) layer of the network architecture. MAPI: Messaging Application Programming Interface - Part of Microsoft's Window's Open Service Architecture (WOSA). Allows programs and devices to send emails via email clients if those clients support MAPI. ML-PPP: Multilink PPP (ML-PPP) is a standard, based on the original PPP standard, that allows a router to open a number of different connections to a remote router. ML-PPP defines a way to divide up the data and send it down multiple paths in such a way that the remote router can put the pieces back in the original order on reception. The main justification for ML-PPP is bandwidth allocation (sometimes known as Bundling or Bonding). The application only sees one "logical link" giving a bandwidth of (say)256Kbps, even though there are actually four "B" channels connected between the two sites. This is achieved by adding an additional data header on each packet sent. For example, if a router has an ISDN BRI interface, it could transfer data at 64Kbps on one "B" channel, but then in times of higher load could connect extra "B"channels and so have an aggregate rate of 128 Kbps and above. There is a new standard for the PPP protocol called BAP (Bandwidth Allocation Protocol), which enhances the ML-PPP 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 284 15-601041 - Issue 14d (30th November 2006) Glossary 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. 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 IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 285 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Internet is "best-effort," which serves most users well enough but isn't adequate for the continuous stream transmission required for video and audio programs over the Internet. With RSVP, people who want to receive a particular Internet "program" (think of a television program broadcast over the Internet) can reserve bandwidth through the Internet in advance of the program and be able to receive it at a higher data rate and in a more dependable data flow than usual. When the program starts, it will be multicast to those specific users who have reserved routing priority in advance. RSVP also supports unicast (one source to one destination) and multi-source to one destination transmissions. S SNMP: Simple Network Management Protocol: A method of communication between a network monitoring agent and a network management application to provide information regarding its operational status. SQL: Structured Query Language is a database language used for creating, maintaining and viewing database data. Standard Voicemail: Also called Voicemail Lite. Provides basic voicemail operation for the telephone system. The Voicemail Pro Server contains all the same functions as Voicemail Lite. T TAPI: Telephony Application Program Interface. TCP: Transmission Control Protocol (TCP) is a method protocol used along with the Internet Protocol (IP) to send data in the form of message units between computers over the Internet. While IP takes care of handling the actual delivery of the data, TCP takes care of keeping track of the individual units of data (called packets) that a message is divided into for efficient routing through the Internet. For example, when an HTML file is sent to you from a Web server, the Transmission Control Protocol (TCP) program layer in that server divides the file into one or more packets, numbers the packets, and then forwards them individually to the IP program layer. Although each packet has the same destination IP address, it may get routed differently through the network. At the other end (the client program in your computer), TCP reassembles the individual packets and waits until they have arrived to forward them to you as a single file. TCP is known as a connection-oriented protocol, which means that a connection is established and maintained until such time as the message or messages to be exchanged by the application programs at each end have been exchanged. TCP is responsible for ensuring that a message is divided into the packets that IP manages and for reassembling the packets back into the complete message at the other end. In the Open Systems Interconnection (OSI) communication model, TCP is in layer 4, the Transport Layer. TCP/IP: Transmission Control Protocol/Internet Protocol is a networking protocol that provides communication across interconnected networks, between computers with diverse hardware architecture and various operating systems. TFTP: Trivial File Transfer Protocol: A standard protocol (RFC1350) used to send and receive files. Used by IP Office applications and devices to exchange information. Trusted Location: This is a location from which the System will allow data access, e.g. a user dialing in from home, or access to Voicemail without a Voicemail Code e.g. a user collecting his Voicemail 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. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 286 15-601041 - Issue 14d (30th November 2006) Glossary 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. VoIP: Voice over Internet Protocol (VoIP). The technology used to transmit voice conversations over a data network using the Internet Protocol. VPIM: Voice Profile for Internet Messaging. Allows different voice messaging systems to exchange voicemail over the internet. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 287 15-601041 - Issue 14d (30th November 2006) Index 0 0.5A 71 0.5mm 235 0.7A 71, 237 0°C 235 07*N 102 0N 102 1 1.2Kg/2.6lbs 235 1.4A 237 1.4GHz 238 1.544M 20 1.54M 117 1.5A 235 1.5B 71 1.6B 71 1.7GHz 238 1.875A 235 1.8A 235 10 Tabs 100 247 10*N 102 10/100 BaseT Ethernet 237 Auto-negotiating 237 10/100Mbps 36, 237 1000m 235 100-240V AC 235 100-entry 39 100M 128 100Mbps 109 100x100x36 275 101V 33, 82, 246 104°F 235 32°F 235 106336 CRD31 226 10GB 238 10k 111, 237 10M 128 10mW 60 11*N 102 1100m 235 115 VA 235 input 235 1151B1 274 1151C1 Power 226 1151C2 Power 226 115m/375ft 20 11Mbps 20 12 matching 45, 261 12*N 102 120GB drive.*1 238 120V 226 128Kbps Link 112 128MB RAM 238 12-port 223 13*N 102 130gms 270 13K 111 14*N 102 143mm 270 150 delay 111 15A 226 16 groups 26, 28 stations 275 160m/252ft 20 160MB 238 1670m 235 16bit PCM 81 16bit Type II PCMCIA 237 16kbps G.726 170 IP Office 3.2 Product Description 16ms 30 16VC 152 1750ft 20 180 requiring 229 19.2Kbps 237 V.24 Interface 237 190 IP 108 19-inch 109 1A 237 1GB 176, 238 1km 33, 34 1MB 151, 176, 238 1Mbps 20 1Mbps Link 112 1N 102 1st 195 1st Party TAPI Support 207 1U 109 1W 109 4620 109 2 2.1 running 214 2.1/3.0DT 265 2.5 GHz 20 GHz 20 2.5A 235 2.5mm DC 235 2.835 GHz 60 2.8GHz 238 2.8Kg/6.3lbs 235 2.9Kg/6.5lbs 235 20*N 102 200MB 176 200mV rms 237 2048k bps 237 2048kbps 125, 237 20CC 247, 265 20CC Call Center Terminal 265 20DS 247, 265 link 265 20DS Unit 265 20DT 56, 270, 275 20DT DECT 39 20DT DECT Telephone 77 20GB drive.*1 238 21*N 102 22*N 102 225ns 20 23*N 102 23+1D 228 24*N 102 241mm/9.5 235 245mm/9.7 235 24-hour 7 24V DC 235 Rating 235 24Vdc 235 24xx 258 25*N 102 255mm/10.0 235 256K 20, 129, 132 total 132 256Kbps Link 112 256MB 238 256MB RAM 238 25m/80ft 20 25mA 237 25ms 31, 246, 255 64ms 246 25ms Echo Tail 31 26mm 270 27*N 102 270m/885ft 20 28*N 102 2A 235 2GB 176 2GB drive.*1 238 2km's 275 2-line 64 2M 128 including 128 2Mbps 20 including 20 2Mbps Link 112 2pm 180 2-port Layer-2 LAN 223 2-stage 92 2-switch 223 2-wire 30, 235 2x16 60, 264 2x16 Alphanumeric Display 265 2x24 Character Display 67 2x64 181 3 3.0Kg/6.7lbs 235 3.1Kg/6.94lbs 235 3.5Kg/7.8lbs 235 3.5mm Audio 81 connect 81 3.5mm Stereo Jack 237 3.5W 109 30 needing 228 300m 275 30-channel Voice Compression Modules 229 30GB drive.*1 238 31-day 193 32*N 102 32°F 235 104°F 235 3214C 202 33*N 102 35*N 102 35m/115ft 20 360Ú present 198 37*N 102 3701 supports 56 37-pin WAN 223 37way 36 37-way 20 38*N 102 3DES 13, 132 3-level 62 3-levels 62 3-party 101 3rd 20, 98, 129, 132, 159, 195, 251, 253 3rd Party 132 3rd Party Database/IVR 17 3rd Party Integration 195 3rd Party TAPI Support 207 3-wire earthed 235 4 4.0W 4.1W 4.6W 4.9W 109 109 109 109 40°C 235 400m 235 400m/1300ft 20 400ns 20 406 Voicemail Pro 26, 28 406 V2 69 including 69 40bit 60 40m/130ft 20 40V 237 40W PSU 235 4120C 202 4400 Series 249 4406D 39, 235 4406D Telephone 66, 77 4412D 39, 67, 69, 235 4412D Telephone 67, 77 4424D 39, 68, 69, 235 4424D Telephone 68, 77 445mm/17.5 235 44xx 258 45 form 17 45*N 102 45W 235 45W PSU 235 4601 Except 109 4602 SW Telephones 41 4602IP 255 4602SW 109 4602SW IP Telephone 77 4606/16/24/30 SETS 226 4610 SW Telephones 43 4610SW 109 4620 1W 109 4620 SW 45 4620SW 109 4621 SW 45 4621SW 109 4625 SW 45 Special Features 45 4625SW 109 48mm 270 48ms 20 48V 109 4ESS 237 4-grayscale 43 4-level 62 4-port 223 4T+4A 223 4T+4A+8DS 20, 223 5 5.0W 109 5.5Mbps 20 5.9W 109 50/60Hz 235 500m 235 500MB 176 Voicemail Pro 176 500ns 20 50m 275 60m 275 50m/165ft 20 50MB 238 512K 128 512Kbps Link 112 512MB Compact Flash 237 512MB RAM 238 51V Stepped 33, 82, 246 53*N 102 ©Copyright 2006 Avaya Inc. All rights reserved. Page 289 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 5400 Series 247 54xx 258 550M 20 550m/1750ft 20 55V DC 237 5600 Series 247 5602IP 255 5602SW 109, 255 5602SW IP Telephone 77 5610SW 255 5620SW 255 5621 SW 45 Special Features 45 56k 237 56kbps 31, 237 57*N 102 5ESS 117, 237 5pm 180 6 6.0W 109 6.45W 109 6.4W 109 60m 275 50m 275 60W 226, 235 60W PSU 235 64 number 101 6408D 39, 271 6408D Telephone 77, 271 6416D Telephone 77, 272 6416D+M 39 6424D Telephone 77, 273 6424D+M 39 64-Bit 238 64K 111, 112, 117, 128, 129 64K PCM 117 64K/56K 116, 128 64kB/s 237 64Kbps Link 112 64MB Flash 237 64MB RAM 238 64ms 12, 31, 246, 255 25ms 246 Echo 12 echo-cancellation 255 64ms Echo Tail 31 64-party 101 64xx Series 258 650MHz 238 65ns 20 670m 235 6K3 112 7 7.2MB 176 figure 176 7.7W 109 70*N 102 700m 235 70m/230ft 20 71*N 102 71mm/2.8 235 75mm/3 235 76mm/3.0 235 7-level 63 7-levels 63 8 8.0W 109 800MHz 238 802.11b 20, 58, 60, 61, 251 Supports 58 802.11b standardcompatible 60 IP Office 3.2 Product Description 802.11b Wi-Fi 58 802.1p 125 802.1p/B 40 802.1p/q 41, 43, 45, 48, 50, 52, 111 80GB 238 81-115VA 235 81V 33, 82, 246 82.5V 26 8DS 223 8K 112 8Khz 81 8MBs 170 8oz 264 8-port LAN 228 8-port Layer-2 LAN 223 9 9.9W 109 90 IP softphones 229 900MHz Digital Wireless 57 90m/300ft 20 9330-AV 73, 77 9335-AV 73, 77 9-pin 15 9-pin DTE 223 9-pin DTE Port 26, 28 A AA 152 AAA 62 Absence Text 83 setting 83 strings 83 Absent Text Message 121, 122 AC 109, 265 Acceptable Delay 111 Access Point 20 accessing 26, 28, 157, 167, 258, 259 Database Information within Call Flows 157 Email 167 Office LAN 26, 28, 258, 259 Account 134, 137 Account Activity 198 Account Code Costing Log 198 Outgoing 198 Account Code Log 198 Outgoing 198 Account Code Recording 169 Account Codes 91, 137, 220 view 137 Account Service Report 198 ACD 100 ACM 17, 171, 246 ACM RFA 171 Acquire Call 84, 100, 102 waiting 100 ACR 123 ACSII-CSV 214 ACT 14, 137, 140, 141, 195 activate/deactivate 87 Active Calls List 217 Active Directory 163, 164 Active incoming/outgoing Calls 193 ActiveX Data Objects 157 Add/Update Conference Participants 183 adding 159, 183 Conferencing Center 183 TTS 159 Additional Message Capture 251 Additional Personal Greetings 251 Additionally Music On Hold 183 add-ons 274 addressing 128, 172 Domain Name Service 128 voicemails 172 Adjustable Desk Stand 40, 41, 43, 45, 48, 50, 52 admin 156, 221 Administrable handsfree 271, 272, 273 Administration 238 Administration Wizard 249 Administrator 149 Change 149 administrator’s 214 ADMM 56 ADO 157 ADSL 20 Advanced Call Handling 83 Advanced Call Routing 12 Advanced Developer 198 Advanced Server 238 Advanced VoIP Solutions 31 Advantage Does IP Office Have 105 AEI/Headsetlink 50, 52 Africa 227 Afternoon 20 Agent & Site Management 195 Agent Activity 198 Agent Activity Trace 198 Agent Callback Request 198 Agent Enabled 195, 253 Agent Group 198 Agent Group Busy Status 198 Agent Group Details 197 Agent Group Graphical Summary 198 Agent Group Member Call Duration Report 198 Agent Group Member Duration 198 Agent Group Tabular 198 Agent Group Tabular Summary 198 Agent Individual 198 Agent login 207 Agent logout 207 Agent Mode 137, 140 Agent Tabular 198 Agents 195, 198, 202 AH 243 Aid 260 Hearing 260 Aid Compatible Hearing 40, 41, 43, 45, 48, 50, 52, 71, 265 airtime 57 Alarm Calls 172 Alarm Handling 197 Alarm Reporter 195 alarms 247 Voicemail Pro 247 A-Law 102 Algorithmic Delay 111, 112 All Calls 137 All IP Office 151 all-in-one 7 All-in-one 7 allocated 92 User Rights 92 allowing 91, 119, 169 automatic/manual 169 IP Office 91 packetised VoIP 119 Allows Sub-addressing 117 Alpha 50 Alphabetic Keystrokes 148 Alphanumeric 48 Alphanumeric Data Collection 172 alter 99 voicemail 99 Alternate Call Routing 12, 123 Alternating Current 109 Alternatively, IP Office ContactStore 170 AMD 238 AMD Opteron 238 Amplified Handset 226 Analog 20, 26, 88, 223, 251, 258, 259 mixes 20 Analog 16 Module 235 Analog DECT 275 Analog Extensions 20 Analog Loop Start Trunks 20, 256, 257 Analog Phone Ports 237 Analog Phones 16, 235 Analog Telephone Features 71 Analog Telephones 71, 77 Analog Telephones/POTS 70 Analog Trunk 16 223 Analog Trunk 16 EU 223 Analog Trunk 16 NZ 223 Analog Trunk Module 16 26, 28 Analog Trunk Ports 237 Analog Trunks 20, 117 analogue 85, 275 analogue Plain Ordinary Telephone 223 Analogue Trunk 16-port 117 Analogue Trunk Restriction 181 Analogue/digital 111 AND 105, 195 ANI 117, 140, 170 Announcements 203 Queuing 203 ANSI T1.401 117 conform 117 ANSI T1.607 237 Answer 134, 143, 172 Estimated Time 172 Answer Bar 210 Answer Interval 93 Answer/Release 265 Answered Calls 202 Anti-Tromboning 121, 122 APAC 55, 73, 77 Appearance Buttons 88 ©Copyright 2006 Avaya Inc. All rights reserved. Page 290 15-601041 - Issue 14d (30th November 2006) Index appearance/feature 39, 47, 66, 67, 68, 260, 261, 262, 263, 271, 272, 273, 274 Applicable 204 Applications Platform 14 Applications System Requirements 238 applications–virtually 163, 164 Argentina 227 ARP 130 receiving 130 Asia Pacific 227 asked 159 ISBN 159 Assisted Transfer 153, 172 Associated Features 93 AT&T 117 AT&T Megacom 800 237 AT&T Multiquest 237 AT&T SDS Accunet 56kB/s 237 AT&T WATS 237 Athlon 238 Athlon 64 238 Athlon XP 238 Athlon XP 3000 238 Athlon64 238 ATM16 117 ATM4 127, 251, 255 ATM4 EU 255 ATM4 NZ 255 ATM4U 255 Audio 107 Audio Codec 111 Audio CODECs 114 Audio Conferencing 179 Audio Volume 48, 50, 52 Audio waveform 170 audio-conference 188 Audiotex 153 Audit 214 Australia 227 Austria 227 Authorization Codes 91 Auto Attendant 15, 102, 151, 152, 153, 156, 172 Small Office Edition 172 Auto Attendant Fall Back Extension 251 Auto Connect 130 Auto Connect Time Profile 130 Auto-Attendant 14, 20, 79, 108, 153, 156 build 156 Auto-Attendant/Audiotex 172 Auto-Create Extensions 108 Automatic Answer Option 270 Automatic Call Distribution 100 Automatic Callback 81 Automatic Intercom 87 Automatic IP 13 Automatic Number Identification 117 automatic/manual 169 allow 169 Auto-negotiating 237 10/100 BaseT Ethernet 237 IP Office 3.2 Product Description Auto-negotiation 41, 43, 45, 48, 50, 52, 261 Autoscan 172 Autoscan/Autoprint 172 Auxiliary 67 Availability 238 Date 238 Estimated Date 238 Available 137 Available Agents 193, 249 Available Lines 193 Avaya 1151 45, 47 Requires 47 Avaya 2400 34 Avaya 3600 16 Avaya 3616 IP Wireless Telephone 60 Avaya 3620 IP Wireless Telephone 60 Avaya 3626 Wireless Telephone 61 Avaya 3701 141 Avaya 3810 16, 57, 64 Avaya 3810 Wireless Telephone 64 Avaya 4600 16 Avaya 4602 IP Hard Phone 253 Avaya 5400 Series 16 Avaya 5400/2400 54 Avaya 5410 228, 229 Avaya 5600 16 Avaya Business Partners 20 Avaya BusinessPartner 7 Avaya Communication Manager 20, 26, 171 Avaya Compact Contact Center 157 Avaya DECT 275 Avaya Digital 141 Avaya Digital Wireless 57 Avaya Interchange 155 Avaya IP 58, 109, 113 Avaya IP DECT 56, 62, 63, 275 favor 275 Avaya IP DECT 3701 16 Avaya IP Office 7, 13, 14, 76, 89, 115, 176, 209 Microsoft Dynamics® CRM 3.0 209 Avaya IP Office DECT Integration 275 Avaya IP Office IP DECT Mobility Manager 56 called 56 Avaya IP Office Mobility Solutions 55 Avaya IP Office R3.1. 77 Avaya IP Phone Power Adapter 109 Avaya IP Telephones 109 Avaya IP Wireless 58 Avaya IP Wireless Telephone Solution 58 Avaya IP Wireless Telephones 58 Avaya IP406 V2 Compact Flash voicemail 14 Avaya Large Communications Systems 20, 26 part 20, 26 Avaya Media Server 20 Avaya Microsoft CRM Integration Solution 209 installing 209 Avaya Microsoft™ CRM Integration Solution 209 Avaya Representative 7 Avaya S3210 155 Avaya SMB Technical Tip 141, 149, 176, 189, 204 Avaya state-of-the-art 39 Avaya T3 16 Avaya T3 Series 16 Avaya T3 Telephones 54 Avaya T3 Upn 54, 77 Avaya TTS 159, 167 install 167 Avaya Voice Priority Processors 58 Avaya voicemail 153, 155, 162 Avaya Wireless IP 58 Avaya’s 39, 209 [email protected] k 73 Avaya's 7, 20, 32, 39, 40, 56, 66, 69, 70, 76, 77, 82, 85, 88, 89, 95, 100, 105, 113, 115, 149, 155, 159, 198, 202, 207, 209, 219, 226, 238, 255, 256, 257, 258, 259, 260, 261, 262, 263, 264, 265, 270, 271, 272, 273 AVPP 58 following 58 AVPP010 58 AVPP020 58 AVPP100 58 AWG22 235 AWG24 235 AWG26 235 AWTS 58 AWTS Open Application Interface 58 B Back When Free 102 backlight 45, 47 backlit 11, 58 BACP 130, 243 Band DTMF 108 Bandwidth Allocation Control Protocol 130, 243 Bandwidth Required For Each Voice Call 111 barring 92 dialling 92 Base 56 Base Station 275 Base Unit 64 Base Unit Power Supply Adapter 64 BaseT Ethernet 41, 43, 45, 48, 50, 52 BaseT Ethernet Connection 260 IP Office 260 BaseT Ethernet Switched 261 Basic Commands 172 Basic Rate 128 Basic Rate ISDN 30, 35 Basically, VoIP 105 Battery Low 64 Bc.tc,bc.tm 233 BCC 220 B-channel 64kbps 237 Bearer Capability Class 220 Belgium 227 Bellcore Special Report SR4287 237 Belt Clip 58, 64 Benefits 56, 192 IP 56 Best 7 better-informed 198 bi-directional 105 BLF 95, 121, 134, 141, 143, 148, 149, 168, 251 form 95 groups 143 BLF Details 197 BLF Groups 148 BLF Panel 143 Blind Transfer 82 BlindTransfer 231 Book Shop 159 BOOTP 243 Bootstrap Protocol 243 Both Compact DECT CU 275 Both IP Office 20, 128 Bothway 131 bps 111 Branch-to-Branch 13 Brazilian 153, 159 Breakout 172 Reception 172 BRI 20, 26, 28, 30, 88, 237, 256, 257 BRI ISDN 115 BRI S-interfaces 32 ISDN 32 Bridged Appearance 87, 88, 247 Bridged Appearance Buttons 88, 89 British Thermal Units 235 Broadband Access 15 BROADCAST MESSAGES 214 BTU/hour 235 BTU/hr 235 BTU's 235 calculates 235 budget—with 7 Buffered Call Detail Record 246 build 153, 156 Auto-Attendant 156 Interactive Voice Response 153 Built-in IP 119 Bump Call 129 Business 229 business-critical 125 business—everyone 211 business-to-business 126 Busy 137, 251 Busy Lamp Field 95, 121, 122, 134, 140, 265 Busy Lamp Field Panel 143 Busy On Held 102 Busy Wrap Up 265 Busy, DND 143 Busy/Engaged 161 buy/lease 7 Buying 105 IP Office 105 bypass 85 DND 85 Bytes 111 ©Copyright 2006 Avaya Inc. All rights reserved. Page 291 15-601041 - Issue 14d (30th November 2006) IP Office Product Description C C3000 164 Cable 20, 226 Cable Modems 128 CALA 77, 223 calculates 235 BTU 235 Call Appearance 88, 247 Call Appearance button 87, 88, 89 Call Appearance/Feature 47 Call Back Sender 172 Call Back When Free 121, 122 Call Barring 92 Call Center 100 Call Center View 195, 197, 204 Call Center View Real Time Example 197 Call Coverage 88, 90, 247 Call Coverage Buttons 88 Call Coverage Tab 247 Call Data Tagging 249 Call Detail Records 220 Call Details Panel 143 Call Duration 143 Call Flow Name 198 Call Flows 180 Call Forwarding 12 Call Handling 79 Call History 96, 134, 137, 143 Call History Enhancements 247 Call Identifier 198 Call Information 247 Call Information Panel 247 Call Intrude 85, 102 Call Listen 102 Call Log 43, 45, 261 Call Park slots/zones 134 Call Pickup 86 Call Pick-up 121 Call Pick-up 122 Call Pickup Any 102 Call PickUp Extension ShortCode 100 like 100 Call Pickup Extn 102 Call Pickup Group 102 Call Pickup Members 102 Call Priority 251 Call Recording 86, 102, 151, 170, 172 Call Route 98 incoming 98 Call Routing 98 Incoming 98 Call Status 143, 217, 238 Call Status application 217 Call Steal 100, 102 Call Tagging 84 Call Transfer 82 Call Waiting 85 Call Waiting Indication 275 Call Waiting Off 102 Call Waiting On 102 Call Waiting Suspend 102 call/message 7 Callback 130 Callback CP 130 Callback Request 197 Called Number 143 Called/Calling Line ID Presentation 116 IP Office 3.2 Product Description Called/Calling Name Presentation 116 Caller Display 33 Caller ID 12, 20, 26, 30, 33, 73, 79, 80, 91, 97, 98, 134, 137, 143, 169, 170, 172, 180, 182, 217, 247, 256, 257 matching 80 outgoing 80 receiving 80 specify 80 Caller ID Recording 169 Caller ID/Name Presentation 134 caller’s 80, 137, 163 Display 80 CallerID 180 Callers CLI/ANI 172 callers/customers 7 Callflow 159 callflows 153 Calling 20, 48, 50, 52, 56, 82, 85, 87, 99, 105, 112, 117, 143, 148, 198, 220, 229, 259 Avaya IP Office IP DECT Mobility Manager 56 Hunt Group 99 Incoming 148 IP Office 117 IP406 259 Line Identification Presentation 117 Line Identification Restriction 117 Name 143 non-IP 229 Number 112, 143, 220 Number/Incoming Trunk Access Code 220 Paging 87 Public Switched Telephone Network 105 Supervised Transfer 82 Unsupervised 82 voicemail 20 Calling Name 117, 143 supports 117 Calling/Called Party Identity 275 Calls By Target Group 198 Incoming 198 Calls Queued 100, 102, 193, 249 Calls, Group 265 call—where 170 Campaign Manager 14, 153, 168, 172, 238 Can Intrude 85 can’t 7 Canada 227 Canadian 153 Cancel All Forwarding 102 Cancel Ring Back When Free 102 Cannot 85 Capacity 7, 237 Switching 237 Captaris 163, 164, 247 Carriage Return 220 carrying 112, 125 Fax 112 SAP 125 CAS 26, 28, 30 Castilian 153 CastleRock's SNMPc-EE™ 219 CAT 109 CAT5 109, 235, 275 Catalyst 109 Catalyst 4000 Inline Power 10/100 BaseT 109 Catalyst 6000 Inline Power 10/100 BaseT Switching Module 109 CBC 17, 192, 193, 204, 238, 249 CBC Alarms 193 CBC Real Time Information 193 CBC/SMDR 238 CBC2 238 CCC 153, 195, 198, 202, 204, 238 part 195 CCC Compatibility 247 CCC Delta Server 238 CCC Reporter 195, 198, 238 CCC System Administration 195 refer 195 CCC v5 238 CCC Version 198 Microsoft CRM™ Reporting Integration New 198 CCC/CBC Technical Specification 204 CCCv4 247 CCCv5 247 CCM WB/22 202 CCP 243 CCV 195, 238 CCV Supervisory Screens 197 CD 170 CDR 91, 220, 246 CD-Rom 206 CE/UL/Dentori Safety Approved 235 Celeron 238 Celeron3 800Mhz 238 cell/mobile 156 Center Client5 238 Center Server 238 Central Compact Base Station 275 Central Office 26, 28, 30, 117, 125, 126, 258, 259 Centralized 119 Centralized INTUITY Audix 151 Centralized Messaging 171 Centralized VM 171 Centralized Voice Mail 121, 122 Centralized voicemail 17, 115, 153 Centralized Voicemail Services 172 centrally-managed 26 Challenge Handshake Authentication Protocol 129, 243 Change 85, 149, 249 Administrator 149 IP Office Short Code 85 IP403 249 Changes Wizard 249 channel 117 T1 117 Channel Monitor 102 Channel Voice Compression 223 CHAP 127, 129, 131, 132, 243 Chapter 12 101 refer 101 Character Display 66, 260, 262 Character LCD 270 Charger Unit 64 Charging 64 Stand 64 Stand Power Supply Adapter 64 checkbox 167 Checking 117 China 253 Chinese 153, 159 choice—it 7 Circuit ID 220 Incoming 220 Outgoing 220 Circuit Switched Data Call/Basic Call 116 Circuit Switched Voice Networking 116 Circuit-switched 105 Cisco 109 Cisco Systems 109 Citrix 141 Clear Call 102 Clear CW 102 Clear Hunt Group Night Service 102 Clear Hunt Group Out Of Service 102 Clear Quota 102 CLI 140, 169, 198, 231 CLI Feature 73 CLI Schemes 237 CLI/ANI 153, 165, 172 CLI/ANI PIN Code By-Pass 172 CLI/ANI Presentation 275 Client Applications Dependencies 238 Client Operating Systems 238 Client PC 209 CLIP 117 CLIR 117 Clock 153, 172 Speaking 153, 172 closet/switch 109 wiring 109 CM 238 Co-Ax 223 Code Dialed 220 Code Used 220 Codec G.711 56 Codecs 40, 41, 43, 45, 48, 50, 52 codes, 85 Cold Start 214 Collaboration 134, 137 colleague’s 90, 134 Colombia 227 Color Backlight Display 45 COLP 117 Inhibits 117 COLR 117 Comfort 39 ©Copyright 2006 Avaya Inc. All rights reserved. Page 292 15-601041 - Issue 14d (30th November 2006) Index commands 102 IP Office 102 comma-separated 206 comment 152 voicemail 152 committing 214 IP Office 214 Common Features 40, 41, 43, 45, 47, 48, 50, 52 Communication Manager 40, 41, 43, 45 Communication Manager 2400 39 Communication Manager 4600 IP 39 Communications 198 Communications Solution 7 Small 7 Compact Business Center 14, 17, 192, 193, 238, 249 Compact Business Center Example 192 Compact Business/Contact Center SCBC CCC Summary 204 Compact Call Center 195 Compact Contact Center 14, 153, 195, 238 Compact Contact Center Version 198 Compact DECT 275 Compact DECT Control Unit 275 Compact DECT Coverage 275 Extending 275 Compact DECT CU 275 Compact Flash 11, 26 Compact Mode 247 Compact, Classic 39 companies’ LANs 105 company’s 105 compared 179 Service Provider conferencing 179 Compressing 243 IP/UDP/RTP Headers 243 Compression Control Protocol 243 Computer Telephony Integration 205, 206 Concise MIB Definitions 243 Concurrent Calls 172 Maximum Number 172 Condition Code 220 Conference Add 102 Conference Bridge 99 Conference Calling 12, 101 Conference Control Display 140 Conference entry/exit 182 Conference Held Calls 143 Conference ID 188 Conference Meet Me 102 Conference Resources 181 Conference Room 143 Conference Templates 247 conferencing 7, 19, 35, 40, 41, 43, 45, 64, 66, 67, 68, 80, 95, 134, 143, 148, 179, 180, 181, 182, 183, 238, 260, 261, 262, 263, 271, 272, 273 IP Office 3.2 Product Description Eliminating 7 manage 182 relating 182 Conferencing Center 11, 17, 134, 140, 183, 188, 189, 238 adding 183 see 134 System Requirements 189 Conferencing Center application 183, 188, 189 Conferencing Center Reporting 183 Conferencing Center Scheduler 183, 189 Conferencing Center Server PC Specification 189 Conferencing Center toolbar 134 Conferencing Center Web 183 Conferencing Center Web Client 183, 188, 189, 238 launch 189 Conferencing Center Web Scheduler 183 Conferencing Web Client 238 Configuration Changed 214 Configuration Erased 214 Configuration.csv 214 configuring 92, 123 Least Cost Route 92, 123 Conforms 117 ANSI T1.401 117 GR-188-CORE 117 Signaling 117 TIA/EIA-646-B 117 congestion-control 113 Connected 15, 32, 56, 64, 66, 67, 68, 70, 81, 122, 130, 217, 218, 260, 261, 262, 263, 264, 270, 271, 272, 273, 275 3.5mm Audio 81 Digital Station 64 Internet 130 IP Office 15, 32, 56, 70, 218, 260, 261, 262, 263, 270, 275 IP Office DS 66, 67, 68, 264, 271, 272, 273 IP Offices 122 Connected Line Identification Restriction 117 connection-oriented 119 Console 251 Contact Activity 198 Contact Center 14, 100, 157, 168, 197 Contact Center Features 100 Contact Center Summary 198 Contact Center View 238 Contact Management 137 Contact-ability 160 contactable 55 ContactStore 17, 169, 176, 238, 247 IP Office 169, 176, 247 ContactStore Search 153 ContactStore Web 238 contains 159 VB-Scripting 159 Context Sensitive Soft Keys 265 Context Sensitive SoftKeys 265 Continuous Loop Greeting 172 Control Unit Conference Capabilities 181 controlled-load 125 copier/scanner 163, 164 copy 172, 214 Email 172 IP Office 214 Core Software 249 CoS 113 Country Availability 227 Coverage Appearance 247 Coverage Eligibility 87 CPE 129 CPU 170 CRC 117 Create’ 162 CreateCall 231 CRM 28, 163, 164, 198 CRM application 198 Small 198 Croatia 227 Crystal 198 types 198 Crystal Design 198 Crystal Reports 195, 198 Crystal Reports Training 198 Crystal Reports™ 195, 198 Crystal Training 198 World-Wide Source 198 Crystal/Business Objects 198 CS 238 CS-ACELP 114 CSU 30, 117 CSU Loop-Back 219 CSU/DSU 30, 117 CSV 193, 195, 198 supports 193 CSV file 192 CTI 14, 56, 84, 182, 205, 206, 207 CTI DECT 275 CTI interoperability 205 levels 205 CTI Link 1.5 253 CTI Link Lite 205 CTI Link Pro 205, 206 CTI Link Pro RFA 206 CTI middleware 205 CTR3 237 ETSI S/T Interface 237 CTR4 237 ETSI S/T Interface 237 CU 198, 202, 275 Current Alarm 249 Current Service Pack 238 cust 83 Custom Large Call Information Widow 265 Custom Reporting 195, 198 Customer Benefits 211 Customer Contact 191 Customer Contact Center 191 Customer Tracking 198 customer’s 55 customers… 7 Customized Voicemail 172 CW 102 Cyclic Redundancy 117 Cyprus 227 Cyrillic 246 Czech 62 Czech Republic 227 D D Message 233 DAB's 275 DameWare 253 Danish 62, 63, 153 Dark Grey 226 Data 28 Data Call 98 Data Channels 26, 28 Data Communication Solution 13 Data Compression 130 Data Header Compression 130 Data Jack 71 Data Rates 237 Database 153, 157 Database Action Icons 157 Database Close 157 Database Execute 157 Database Get Data 157 Database Information within Call Flows 157 Accessing 157 Database Open 157 Datacenter Server 238 Date 165, 238 Availability 238 Date Records 220 Day One 7 starting 7 day/month 220 DBS 275 D-channel 16kbps 237 D-channel 64kbps 237 DCU 275 DDI 117, 198, 231 DDI Call Duration 198 DDI Distribution 198 DDI Response 198 DDI Routing 198 DDI Summary 198 DDI/DID 56, 79, 98, 117, 156 DEB 275 DECT 55, 56, 77, 275 IP Office 275 DECT Analogue Boards 275 DECT Base Stations 275 DECT Control Unit 275 DECT DCU Systems 275 DECT Expansion Board 275 DECT Licenses 275 DECT Networking 56 DECT Repeater Base Stations 275 DECT Telephone 270 Dedicated Switched Ethernet WAN 20, 256, 257 ©Copyright 2006 Avaya Inc. All rights reserved. Page 293 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Default, E&M 237 DEFINITY 66, 253 DEFINITY 6400 39 delay 111 150 111 Delay Spread 20 delay-sensitive 125 Delete Message 172 deleting 165 voicemail 165 Delphi 231 Delta Server 204, 221, 238 Delta Server 4.0 238 Delta Server application 238 Denmark 227 Deny 102 departments/hunt 192 Deploying 109 IP 109 Depth 62, 275 Designing 107, 198 IP Telephony 107 Reports Using Crystal Reports 198 Desk/Wall Mount 71 Desk/wall-mount 271, 272, 273 Desktop 275 Desktop PC Telephony Controls 134 DevConnect 207 Developer Connection Program 207 Developer Edition 198 DeveloperConnect 207 Developers 207 Development Solutions 198 DevLink 206, 233 DevLink Lite 206 DevLink Pro 206 DevLink Reserved Fields 233 DHCP 13, 60, 113, 128, 131, 182, 243, 260 DHCP Server 128 Dial 3K1 102 Dial 56K 102 Dial 64K 102 Dial CW 102 Dial Direct 102 Dial Direct Hot Line 102 Dial Emergency 91, 102 Dial Extn 102 Dial Inclusion 102 Dial On Pickup 101 Dial Pad 143 Dial Paging 102 Dial Physical Extn By ID 102 Dial Physical Extn By Number 102 Dial Plan 85 Dial Speech 102 Dial V110 102 Dial V120 102 Dial Video 102 dial/BLF 137 Dialed Number 220 Dialed Number Identification String 117 dial-in/dial-out to/from 127 IP Office 3.2 Product Description dialled 62, 81, 85, 91, 92, 97, 156, 217, 233, 247, 253 barring 92 including 253 DialPhysicalExtensionByNu mber 102 DialPhysicalNumberByID 102 Dial-Up Circuit Support 128 DID 81, 117 DID/DDI 117, 137 Differentiated Services Field 243 differentiation 82 DiffServ 12, 40, 41, 43, 45, 48, 50, 52, 111, 114, 141, 243 form 141 DiffServ And 802.1p/B 260 DiffServ QoS 251 Diffserve 119 Digital 20, 258, 259 Digital Enhanced Wireless Telecommunications 275 Digital IP Phones 107 Digital Phones 247 Digital Station 15, 20, 26, 28, 34, 39, 41, 43, 45, 48, 50, 52, 64, 66, 67, 68, 69, 223, 258, 264, 271, 272, 273 connecting 64 Digital Station 16 Module V2 223 Digital Station 30 228 Digital Station 30 Module V2 223 Digital Station Expansion Module 255 Digital Station V2 255 Digital Telephones 16 Digital Terminal 247 Digital Wireless 3810 Telephone 64 Digital Wireless North American 55 digital/IP 182 Direct Dialing 79, 87, 156 Direct Dialing In 117 Direct Inward Dialing 81 Direct Media Path 108 Direct Sequence Spread Spectrum 60 Direct Station Select 34, 95, 134, 265 Direct Station Select icon 134 Direct voicemail 11 Directory 97, 131 Directory Entry 97 Directory List 97 Directory Panel 143 Directory.csv 214 Disable Internal Forward Busy 102 Disable Internal Forward Unconditional 102 Disable Internal Forwards 102 Disconnected 217 Discontinued Units 255 Disk Full Warning 247 Disk Space 176 Display Backlight 45, 60 Display Icons 270 Display Msg 102 Display Navigation Keys 67, 68, 262, 263 Display Soft Keys 67, 68, 262, 263 Display Terminal 265 displaying 67, 68, 80, 84, 262 caller’s 80 Tag 84 Distinctive 82 Distinctive Ringing 140, 247 distribute 162 voicemail 162 Disturb 207 Divert 265 DMS100 117 DMS-100 237 DMS-250 237 DND 85, 93 bypass 85 DNIS 117, 170 DNS 128, 130 Do Not Disturb 83, 87, 93, 95, 134 Does VoIP Work 105 doesn’t 7 Domain 176 Domain Name Service 128, 130 address 128 domain’s IP 130 www.avaya.com 130 don’t 7, 105, 134 Dont 83 Door Entry 148 Double-clicking 134, 143 Down 66, 68, 260, 262, 263, 271, 272, 273 Downloadable Firmware 260 DRM-D 264 requires 264 drop 11 Drop 40, 41, 43, 45, 261 DS 15, 20, 26, 34, 39, 41, 43, 45, 48, 50, 52, 64, 255, 258, 264, 274 DS 16 Module 235 DS 30 Module 235 DS Field 243 DS Phones 41, 43, 45 DS30 67, 68 DSS 34, 54, 67, 68, 95 DSS key 168 DSS Modules 48, 50, 52, 54 DSS Unit 77 DSS/BLF 81, 265 DSS/BLF key 81 DSS4450 67, 68, 69 DSS4450 Unit 69 DSSS 60 DSU 30, 117 DT 31, 247, 255 DTE 131, 256, 257 DTE Port 237, 258, 259 DTMF 26, 33, 71, 92, 108, 114, 117, 123, 140, 156, 157, 168, 207, 247, 249, 251 sending 140 DTMF Dialing 71 DTMFA 237 DTMFC 237 DTMFD 237 D-Type 237 D-type on IP412 237 Dual Charger 58 Dual PRI T1 229 Dual Radio Module 264 TDL/DCP 264 Dual T1/PRI 253 Dual-Color BLF 265 Duration Summary 198 Incoming 198 Dutch 62, 63, 153, 261 DVD 170, 176 Dynamic 13 Dynamic Host Control Protocol 243 Dynamic IP 40 Dynamics CRM 209 E E&M DID 117 E&M Switched 56K 117 E&M Tie Line 117 E1 12, 15, 26, 28, 30, 111, 116, 117, 171, 181 including 12, 111 E1 ISDN 181 E1 PRI 88 E1/PRI 223 E1/T1 128 E1R2 26, 28, 88 E1R2 Channel Associated Signaling 117 E1R2 MFC 30 E1R2 Primary 223 E911 101 earpiece 58 Earth Loop Recall 26, 33 Ease 192 Use 192 eBLF 251 Echo 12 64ms 12 ECHO CANCELING 31 Echo Cancellation 31, 260 ECHO CANCL 31 echo-cancellation 255 64ms 255 e-commerce 126 Internet 126 eConsole 251 effectively—reducing 211 eg 83 Eliminating 7 conferencing 7 ELR/TBR switchable 73 Email 14, 19, 58, 126, 127, 130, 151, 153, 163, 164, 165, 167, 170, 172, 176, 183, 188, 193, 195, 198, 219, 249, 251 accessing 167 Copy 172 Forward 172 Host 188 leading 163, 164 prioritization 165 reading 14 sends 170 subject 163 Voicemail 163 E-mail 7 E-mail Voicemail 238 E-mail 238 EMAIL ADDRESS 214 Email application 163 email inboxes 14 ©Copyright 2006 Avaya Inc. All rights reserved. Page 294 15-601041 - Issue 14d (30th November 2006) Index Email Notification 193, 249 Email Reading 167 Email Systems 163 email WAV 152 emails 11, 153, 163, 165, 167, 251 e-mails 119 Embedded Applications 40, 41, 43, 45, 48, 50, 52 Embedded Messaging Card 219 Embedded Voice Memory 237 Embedded Voicemail 20, 111, 151, 152, 172, 219, 223, 247, 255 IP401 111 IP406 V2 247 Wizard Support 247 Embedded Voicemail Card 251 Small Office Edition 251 EMEA 34, 55, 73, 77 EN301 260/255 116 Enable Internal Forward Busy 102 Enable Internal Forward Unconditional 102 Enable Internal Forwards 102 enabled/disabled 85 enables 56, 119, 275 interconnection 119 IP DECT 56 IP Office 275 Encapsulation 114 Frame Relay 114 encoding 60 G711 60 endpoints 54 English 62, 63, 153, 156, 159, 261 Enhanced 220 Enhanced Audio 251 Enhanced Boss/Secretary 253 Enhanced Call Recording 251 Enhanced WAN 253 enter/leave 183, 249 Enterprise 141 Enterprise Edition 20 Enterprise Edition 4T+4A+8DS 20 enters 159 ISBN 159 ENTITY MIB 243 entry/double 182 Entry-level voicemail 20 Entry-level VoIP Solutions 31 EnumerateAddresses 231 equating 176 Exchange User 176 Equipment List 228, 229 Equisys 163, 164, 247 ERP 163, 164 ESP 243 ESP DES-CBC Cipher Algorithm 243 Estimated Date 238 Availability 238 Estimated Time 172 Answer 172 Estonia 227 ETA 172 IP Office 3.2 Product Description Ethernet 13, 15, 28, 32, 40, 41, 43, 45, 47, 48, 50, 52, 56, 105, 109, 125, 128, 223, 238 Ethernet LAN 58, 105 Ethernet Ports 40, 41, 43, 45, 48, 50, 52 Ethernet Switch 20, 125, 128 Ethernet WAN 13, 20, 128, 223 ETS 300 260/261 116 ETS300 171/172 116 ETS300 173 116 ETS300 237/238 116 ETSI CTR3 117 ETSI CTR4 117 ETSI Q.931 117 ETSI S/T Interface 237 CTR3 237 CTR4 237 EU Interfaces 237 EU24 34, 47, 261, 274 EU24 BL Expansion Modules 47 EU24 DSS 45 Supports 45 EU24 Expansion Module 247 EU24/EU24 BL's 47 EU24/EU24BL 47, 109 EU24/EU24BL DSS Unit 77 EU24BL 34, 47, 274 EU24BL DSS 246 Euro-ISDN BRI 223 Europe 223, 227, 228 European 39, 48, 153, 226 European Basic Rate ISDN 20 European CTR21 223 Evening 20, 47 IP 47 Example Call Flow Utilizing Database Actions 157 Excel 188, 195 including 195 Except 109 4601 109 Exchange 163, 164 Exchange User 176 equating 176 Exchange/SMTP 163, 164 GFI FAXmaker 163, 164 Executive Wireless 77 Exit 262, 263 Exit Queue 172 EXP KIT 31 Expansion Board 275 Expansion Modules 15, 26, 28, 219, 235, 258, 259 Expansion Slot 20 Expansion Units 226 Explicit IV 243 Exporting IP Office 214 Extended Callback Control Protocol 130 Extended CBCP 130 Extended Personal Greetings 153, 161 Extending 275 Compact DECT Coverage 275 Extension 86, 219, 247 Extension Activity 197 EXTENSION NUMBER 214 extension’s voicemail 169 External Bell 237 External Call 82 External Control 101 External Control Port 101 External Directories 275 External Expansion Modules 32 External Number 134 External O/P 20, 26, 28, 256, 257 External Participants 181 External Systems 172 Forward Emails 172 External Transferred Account Code 198 Extn Login 102 Extn Logout 102 extranet 188 Extreme Alpine Series 108 Extreme Networks 108 F factor 20 Small Office Edition 20 failover 32 Fall Back 98 Fast Forward 165 Fast Forward Message 172 Fast Start 108 favor 275 Avaya IP DECT 275 Fax 112, 153, 163, 164, 167 carrying 112 routing 153 Fax Messages 164 Fax Relay 114 Fax Server Support 247 Fax Transport 108 Faxination 163, 164, 247 Faxmail Pro 164 FCC 60 FCC Part 68/JATE 237 Feature 102 Feature Flag 220 Feature Key 20, 26, 28, 41 Feature Key Server PC 238 FEATURE NAME 214 Feature Table 71 feel 143 Phone Manger application 143 Fenestrae 163, 164, 247 Fenestrae Faxination Server 163, 164 Microsoft Exchange 163, 164 FER 20 Field Data 233 figure 176 7.2MB 176 File Transfer Protocol 131 including 131 Finland 227 Finnish 62, 63, 153 firewall 13, 19, 119, 126, 127, 128, 131, 182 firewall/VPN 7 firewalled 125 firewalled Layer 125 firewalls 131 Firstly, TTS 167 Fixed Feature Buttons 40, 41, 43, 45, 48, 50, 52 Fixed Feature Keys 66, 67, 68, 260, 261, 262, 263, 265 Fixed Redial button 264 Fixed Wallboards 195 Flash Hook 102 Flash Memory 152 Flow Control 41, 43, 45, 48, 50, 52, 261 Follow Me 87, 93, 94, 153 Follow Me Here 102 Follow Me Here Cancel 102 Follow Me To 102 following 58, 116 AVPPs 58 QSIG 116 Follow-Me 93, 94 Follow-Me Here 94 Follow-Me To 94 Force login 232 Forced Account Code 91 set 91 form 17, 95, 141 45 17 BLF 95 DiffServ 141 Forward All 95, 134 Forward All Calls 207 Forward Busy 93 Forward Emails 172 External Systems 172 Forward Hunt Group 94 Forward Hunt Group Calls Off 102 Forward Hunt Group Calls On 102 Forward Huntgroup Off 102 Forward Huntgroup On 102 Forward Message 172 Forward No Answer 93, 100 Forward Number 102 Forward on Busy 93, 207 Forward On Busy Number 102 Forward On Busy Off 102 Forward On Busy On 102 Forward on No Answer 83, 93, 207 Forward On No Answer Off 102 Forward On No Answer On 102 Forward Unconditional 93 Forward Unconditional Off 102 Forward Unconditional On 102 Forward voicemails 165 Forwarded 87, 94, 143, 153, 163, 172, 251 Email 172 Multiple Mailboxes 172 voicemail 153, 163, 251 FRAD 119 Frame Relay 20, 111, 114, 119, 125, 127, 129, 153, 243, 253 Encapsulation 114 framed 119 Frame Relay Assembler Disassembler 119 Frame Relay Encapsulation 243 Frame Relay's PVCs 119 framed 119 ©Copyright 2006 Avaya Inc. All rights reserved. Page 295 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Frame Relay 119 France 153, 227 free 105 French 62, 63, 153, 156, 261 FSK 237 FT CAT5 226 FTP 131 Full Duplex Speakerphone 260 Full PBX 12 G G.711 20, 40, 41, 43, 45, 48, 50, 52, 108, 111, 112, 256, 257, 260 including 108 G.711 A-law/U-law 114 G.722 260 G.723 56 G.723.1 20, 111, 112, 256, 257 G.723.1 MP-MLQ 114 G.723.1. 108 G.723.1a 260 G.726 16kbps ADPCM 170 G.729 56 G.729 Annex 114 G.729a 20, 108, 111, 112, 256, 257 G.729a/b 40, 41, 43, 45, 48, 50, 52 G.729a/B Voice CODECs 260 G150 20 G150 Media Gateway 20 G250 20 G350 20 G700 20 G711 60 encoding 60 Gain Control 247 IP Phones 247 GAP 275 Gatekeepers 107 requests 107 Gateway 12, 107 Gemini 73 General 235 General Requirements 176 Generic Access Profile 275 German 62, 63, 153, 156, 159, 261 Germany 164, 227 Get 24-hour 7 Get Down My Link 112 Get Web 7 get_Address 231 get_AddressName 231 get_Call 231 get_CallInfoString 231 get_CallState 231 get_Cause 231 get_dialableAddress 231 get_Event 231 get_MediaTypes 231 get_ServiceProviderName 231 get_State 231 GetDTMF 249 GFI 163, 164, 247 GFI FAXMaker 163, 164, 247 Exchange/SMTP 163, 164 GHz 20 2.5 GHz 20 IP Office 3.2 Product Description giving 125 Layer 125 Gold Certified Partner 209 GoldMine 14, 137, 195, 251 Goldmine 6.0 141 GR-188-CORE 117 conforming 117 GR-31-CORE 117 grammes 62 Greece 227 Greek 153 Greetings 172 Greetings & Mailbox Navigation 152 Ground Start 37, 117, 237 Ground-Start 117 GROUP 214 Group Message Broadcast 247 Group Monitor 197 Group Status 197 Group/Agent 204 group’s 134 groups 26, 28, 143 16 26, 28 BLF 143 GS 237 GSM 165 GUI 14 H H.225.0 114 H.245 114 H.323 56, 60, 61, 105, 107, 108, 113 part 107 types 107 H.323 IP 77 H.323 Server 16 H.323 V2 114 H.323 VoIP 40 H.450 119 handover 56, 275 Hands Free Speech 265 Handset 64, 71 Handset Cords 25ft 226 Handset Liquid Crystal Display 64 Handset Volume Control 71 handsfree 48, 77 Handsfree Pouch 58 Handsfree Speech 265 Hardware 141, 149, 176 haven’t 93 HDST HIP QD CORD 226 he/she 182 Head Office 97 Header Compression 114, 243 Header Message 172 headquarters 56 Headset 43, 45, 76, 261 Headset Capability 265 Headset Socket 40, 41, 43, 45, 48, 50, 52 Headset Toggle 102 headset/microphone 105 make/receive 105 healthcare 58 Healthcare Wireless 77 Healthcare Wireless Telephone 60 Hearing 40, 41, 43, 45, 48, 50, 52, 71, 260, 265 Aid 260 Aid Compatible 40, 41, 43, 45, 48, 50, 52, 71, 265 Heat Dissipation 235 Height 275 Held 217 Held Calls Panel 143 Held Panel 143 Help Desks/Support Desks 157 HH 214 High Density VoIP Solutions 31 High Voltage 33 high-performance 113 high-resolution 58 offers 58 Historical Reporting 195, 198 History 245 HMAC-MD5-96 243 Use 243 HMAC-SHA-1-96 243 Use 243 Hold 40, 41, 43, 45, 64, 66, 67, 68, 80, 81, 95, 134, 260, 261, 262, 265, 271, 272, 273 Hold Call 102 Hold Call Waiting 81 Hold CW 102 Hold Functionality 247 Hold Music 81, 102 Hong Kong 227 Hook 101 Hook Dialling 97, 265 Host 188 email 188 Hot Desking 86 Hotel Phone 9281-AV 73 Hotline 101 Hours 99, 251 Out 251 However, IP Office 275 HP's Network Node Manager 219 html 195, 249 HTTP 131 Hub 20 Hungarian 153 Hungary 227 HUNT 86, 214 Hunt Group Calls 87 Hunt Group Disable 102 Hunt Group Enable 102 Hunt Group Enable/Disable 84 HUNT GROUP EXTENSION 214 Hunt Group Messages 162 HUNT GROUP NAME 214 Hunt Group Recording 169 Hunt Groups 56, 84, 85, 86, 87, 93, 99, 143, 161, 162, 172, 203, 249 calls 99 join 84 receiving 85 types 93 Voicemail 172 HuntGroup.csv 214 huntgroups 137 part 137 HW 204 Hybrid 105 Hz 109 I Iceland 227 ICLID 117, 249 ID 124, 137, 151, 183 Identify 76 IP Office 76 IDLE 214 Idle Line Preference 247 Idle, Ringing 217 IE 170 IE6 238 running 238 IE6.0 238 IEC 60320 C13 235 IEC 60320 C7 235 IEEE 125 IEEE 802.11 20, 58 IEEE 802.11af Power 40 IEEE 802.11b 20, 58 IEEE 802.11b Access Point 223 providing 223 IEEE 802.11b Compliance 20 IEEE 802.11b WiFi 237 IEEE 802.3 113 IEEE 802.3af 109 supports 109 IEEE 802.3af Power 41, 43, 45, 48, 50, 52 IEEE 802.3af-2003 109 IEEE Power 109 IIS 238, 249 running 249 IIS 5.0 209 Illuminated 3-line 62 Illuminated 5-line 63 IM 134, 140 send 134 Immediate Reboot 214 Import/Export 247 Local Directories 247 Improved IP Telephone 253 IMS 165, 176, 238 part 176 IMS Pro Connection 176 IMSAdmin 176 Inactivity timeout 20 Inbound Call Handling 98 Inbound Call Operation 210 Inbound/outbound 140 inbox 165 inbuilt 45 170 Inc 109 Includes 25ms 223 Includes 60W earthed 223 Includes 64ms 223 including 12, 14, 20, 31, 34, 69, 108, 111, 128, 131, 143, 195, 223, 253 2M 128 2Mbps 20 406 V2 69 Dial 253 E1 12, 111 Excel 195 File Transfer Protocol 131 G.711 108 Intuity AUDIX 253 IP Office 143 IP406 34 Phone Manager Lite 14 R3.0 31 ©Copyright 2006 Avaya Inc. All rights reserved. Page 296 15-601041 - Issue 14d (30th November 2006) Index VCM24 223 Inclusion 86 Incoming 98, 137, 148, 198, 220 Call Route 98 Call Routing 98 Calls 148 Calls By Target Group 198 Circuit ID 220 Duration Summary 198 Pilot Summary 198 Trunk Access Code 220 Incoming Call Routing 20 IND CP CCM WALLBRD 202 IND DISP CCM WALLBRD 22 GB 202 Independent User Profiles 270 ringer/volume 270 INDeX 20 Series Telephones 265 India 227 indicating 64 Talk 64 Indicator 48, 50, 52 Indirect Carrier 123 Individual 172 Voicemail 172 Individual Agent Details 197 Individual DDI/DID Details 197 Individual Group Details 197 Individual Power Supply 109 Individual Trunk Details 197 individual/team 198 Industrial 20 Industrial, Scientific 57 Information Bulletin Boards 157 Information Protocol 131, 243 Routing 131, 243 information… 7 Infrared Port To Support Future Applications 260 Inhibits 117 COLP 117 input 235 115 VA 235 In-Queue Announcements 172 Insert 157 install 167, 209 Avaya Microsoft CRM Integration Solution 209 Avaya TTS 167 Instant Messaging 134, 141, 247 INT 223 Integral 10/100 Mbit Layer 128 Integral CSU 249 Integral Static 13 Integral T3 39 Integral T3 IP 39 Integrated 52 Integrated H.323 Gatekeeper 12 IP Office 3.2 Product Description Integrated Management Suite 219 Integrated Messaging 14, 172 Integrated Messaging Pro 14, 17, 165, 176, 238, 251 Integrated Messaging Pro on IP Office 165 Integrated VPN 249 Intel Celeron 238 Intel Pentium 238 Interaction 163 Voicemail 163 Interactive Voice Response 7, 14, 19, 153, 157 building 153 interchangeable 20 Interconnect 243 interconnection 119 enables 119 Interfaces 237 Internal 275 Internal Call 82 Internal Daughter Cards 31 Internal Directory 121, 122 Internal Modem 31 Internal Modem Card 15, 255 Internal User 134 Internal, External 251 Internal/External 161 internet 7, 13, 26, 28, 105, 119, 125, 126, 127, 130, 131, 132, 188, 258, 259 connecting 130 e-commerce 126 surfing 26, 28, 258, 259 Internet Access 13, 26, 28, 126, 129 Internet Explorer 170, 183, 188, 238 Internet Explorer 6.0 189, 238, 249 Internet IP Security Domain 243 Interpolation 243 Internet Key Exchange 243 Internet Protocol 105, 243 Security Architecture 243 Internet Protocol Control Protocol 243 Internet Security Association 243 Internet Service Provider 130 Internet Standards/Specification 114 Internet Telephony 7 internets 243 interoperability 20, 207, 253, 275 Interoperable 20 interoperate 12, 131 networking 12 interoperation 131 Interpolation 243 Internet IP Security Domain 243 Interquartz 73 Interquartz Gemini 73 Interquartz Gemini 9281AV 77 Interquartz Gemini Phones 73 Interworking 54 T3 IP telephones 54 Introduction 39, 105, 183, 213 IP Office Conferencing Center 183 IP Office Management Utilities 213 IP Office Telephones 39 IP Telephony 105 Intrude 85, 100 Intrusion 251 Intuitive Keys 264, 270 Intuitive Voice Mail Access 275 INTUITY 140, 152, 153, 155, 161, 162, 163, 164, 167, 171, 172 Intuity AUDIX 253 including 253 Intuity Emulation 151 Intuity Feature 172 Intuity Mode Personal Distribution Lists 247 Intuity TUI 172 Invited 143 IP 7, 11, 12, 15, 16, 19, 20, 26, 28, 31, 39, 41, 43, 45, 47, 48, 50, 52, 56, 58, 77, 80, 82, 85, 88, 89, 95, 96, 97, 100, 101, 105, 107, 108, 109, 111, 112, 113, 114, 119, 121, 122, 125, 127, 128, 130, 131, 132, 133, 141, 149, 171, 176, 181, 188, 205, 207, 214, 218, 221, 223, 229, 243, 246, 253, 258, 259, 275 benefits 56 Deploying 109 even 47 IP 229 providing 19 sending 108 TDM 111 types 105 uses 105 IP 400 CCC Wallboard 202 IP 406 81 IP 406V2 11 IP Address 128, 130 IP Address Assignment 40, 41, 43, 45, 48, 50, 52, 260 IP Authentication Header 243 IP DECT 16, 39, 56, 63, 133, 141, 246, 275 enable 56 part 56 IP DECT 3700 54, 149 IP DECT Capacities 56 IP DECT Mobility Solution 246 IP DECT System 56 IP DECT Telephone 62, 63 IP DECT Wireless Handset 77 IP Encapsulation Security Payload 243 IP Extensions 15, 20 IP Hard Phone 105 IP hardphones 105, 229 IP Header Compression 130, 243 IP lines—Voice 7 IP Networks 13, 128, 132 IP Office 7, 11, 12, 13, 14, 15, 16, 17, 19, 20, 28, 31, 32, 33, 34, 39, 40, 41, 43, 45, 47, 54, 55, 56, 57, 58, 61, 64, 66, 69, 70, 73, 76, 77, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 91, 92, 94, 97, 98, 99, 100, 101, 102, 105, 107, 108, 111, 112, 113, 114, 115, 116, 117, 119, 121, 122, 123, 124, 125, 126, 127, 128, 129, 130, 131, 132, 133, 134, 137, 139, 140, 141, 143, 148, 149, 151, 152, 153, 155, 163, 164, 165, 167, 170, 171, 172, 176, 179, 180, 181, 182, 183, 191, 195, 202, 205, 206, 207, 213, 214, 217, 218, 219, 220, 223, 227, 228, 232, 233, 235, 237, 238, 245, 246, 247, 249, 251, 255, 256, 257, 260, 261, 262, 263, 265, 270, 271, 272, 273, 275 allow 91 BaseT Ethernet Connection 260 Buying 105 call 117 commands 102 committing 214 connect 15, 32, 56, 70, 122, 260, 261, 262, 263, 270 Connects 218, 275 ContactStore 169, 176, 247 copy 214 DECT 275 enables 275 Identify 76 Including 143 IP Office Fax Transport 114 need 182 networking 119 number 81, 117 part 100, 134 programming 70 R3.1 61 ready 7 requires 149 running 238 set 86 subject 100 Twinning 11 Upgrade 214 Windows Operator Console 143 IP Office 1.3 253 IP Office 1.3.2 253 IP Office 1.4 253 IP Office 2.0 233, 251 IP Office 2.1 249 IP Office 20DT DECT 270 IP Office 3.0 247 IP Office 3.0. 249 ©Copyright 2006 Avaya Inc. All rights reserved. Page 297 15-601041 - Issue 14d (30th November 2006) IP Office Product Description IP Office 3.1 20, 56, 82, 238, 246, 258, 259, 261, 262, 263, 264, 274 IP Office 3.2 11, 238, 255, 256, 257, 260 IP Office 3.2. 11, 238 IP Office 406 54, 181 IP Office 406 V2 26 IP Office 5400 39 IP Office 5600 39 IP Office Admin CD-ROM 206 IP Office Analog Trunk 16 Expansion Module 30 IP Office Application PC's 238 Specification 238 IP Office Applications 11, 96 IP Office Compact Business Center 192 IP Office Compact Contact Center 195 IP Office Compact Contact Center Version 253 IP Office Conferencing Capacity 181 IP Office Conferencing Center 101, 143, 183, 247, 249 Introduction 183 IP Office Contact Center 14 IP Office Contact Center/CRM Solutions Overview 191 IP Office ContactStore 170, 176 IP Office Control 226 IP Office Control Units 153, 255 IP Office Core 3.1 Software 246 IP Office Core 3.2 Software 11 IP Office CTI 206 IP Office CTI Link 205 IP Office Customer Management 198 IP Office Digital Station 16 IP Office Digital Station 16 16 IP Office Digital Station V2 Module 34 IP Office DS 66, 67, 68, 264, 271, 272, 273 Connects 66, 67, 68, 264, 271, 272, 273 IP Office DT 265 IP Office E1 116 IP Office Expansion Modules 26, 28, 255 IP Office External Expansion Modules 223 IP Office Family 7, 15 IP Office Fax Transport 114 IP Office 114 IP Office Feature Key 176, 229 IP Office Installation Manual 33, 34, 77 refer 77 see 33, 34 IP Office Internal Daughter Cards 255 IP Office 3.2 Product Description IP Office IP Phone Installation 109 IP Office IP406 15 IP Office IP406 Enterprise Edition 26 IP Office IP406 V2 Control Unit 26 IP Office IP412 15 IP Office IP412 Control Unit 28 IP Office IVR 159 IP Office Least Cost Routing 246 IP Office Management Software 11, 246 IP Office Management Utilities 213 Introduction 213 IP Office Manager 11, 15, 85, 117, 131, 161, 162, 167, 176, 182, 214, 220, 238 review 220 IP Office Manager 3.2 214 IP Office Manager application 82, 85, 89, 95, 169 IP Office Manager Enhancements 246 IP Office Meet-Me Conferencing Solution 180 IP Office Microsoft CRM Integration 209 IP Office Mobility Solutions 55 IP Office Monitor application 218 IP Office Networked Messaging 155 IP Office Overview 19 IP Office PC Softphone 141 Requires 141 IP Office Phone 16 IP Office Phone Manager 7, 80, 95, 182 IP Office Phone Manager application 82, 83, 91, 96, 133 IP Office Phone Manager Lite 182 IP Office Phone Modules 33 IP Office Quad Trunk Module 117 IP Office R3.0 247 IP Office R3.1 30 IP Office Release 2.1 121 IP Office Short Code 85, 91 change 85 IP Office Small Community Network 81, 82, 83, 85, 86, 95 IP Office Small Office Edition 181, 223 IP Office SMDR 206, 221, 238, 253 IP Office SMDR application 221 IP Office So8 35 IP Office softphone 229 IP Office Software 31 Releases 31 IP Office Software Development Kit 206 IP Office Software fromR1.x 31 releases 31 IP Office Standard Conferencing Features 182 IP Office Support Fax 112 IP Office Supports 131 IP Office System 56 IP Office T1 117 IP Office TAPI 2.1 Driver 209 IP Office Tech Tip Bulletin 49 238 IP Office Technical Bulletin 121 refer 121 IP Office Telephones 39 Introduction 39 IP Office Trunk Interface Cards 255 IP Office TUI 153 IP Office Turns VoIP 105 IP Office V2.1 238 IP Office Voice Mail 96 IP Office Voice Recording Library 176 IP Office voicemail 93, 153 IP Office Voicemail Pro 84, 153, 155, 165, 180, 182, 247 IP Office Voicemail Pro CD 176 IP Office Voicemail Pro Intuity Audix Emulation Features 172 IP Office VoIP 113 IP Office's DECT 275 IP Office's Directory 80, 97 IP Office's list 91 IP Offices Transit Network Selection 117 IP Office's WAN 119 IP Packet 119 IP Packet Flow Control 113 IP PBX 105 IP Phone Adapter 109 IP PHONE MOD CORD 226 IP PHONE MOD CORD 14 FT CAT5 226 IP Phone Power Adapter 109 IP Phones 19, 41, 43, 45, 247, 249 Gain Control 247 IP PHONES Power 1152A1 Mid-Span 226 IP Power 109 IP Security Document Roadmap 243 IP Service 126 IP Sets 247 IP Softphone 139 IP Telephone Power Consumption 109 IP Telephones 16, 26, 28, 39, 58, 77, 109, 251, 260, 261, 262, 263 Power Options 109 supporting 26, 28 IP Telephony 7, 26, 28, 105, 107, 229, 246 design 107 Introduction 105 IP Telephony Features 108 IP trunking 15, 229 IP VPN 105, 111, 119, 126 IP Wireless Telephony Solution 58 IP/dual-PRI 223 non-blocking 223 IP/PRI 223 IP/TCP 105 IP/UDP/RTP Headers 243 Compressing 243 IP400 3rd PRTY IVR RFA 157 IP400 Access Point RFA 223 IP400 Analog 16 15 IP400 Analog Trunk 16 15 IP400 Internal Modem Card 31 IP400 Office Analog Trunk 16 37, 229 IP400 Office BRI Card 20, 30 IP400 Office BRI-8 223 IP400 Office Digital Station 34 IP400 Office Dual E1R2MFC 30 IP400 Office Dual PRI E1 30, 223 IP400 Office Dual PRI T1 30, 223 IP400 Office E1R2MFC 30 IP400 Office Modem 12 223 IP400 Office Phone 33 IP400 Office Phone 16 228 IP400 Office Phone Mondule 33 IP400 Office PRI 30 IP400 Office PRI 30 E1 223 IP400 Office PRI 30 E1R2 117 IP400 Office PRI Cards 30 IP400 Office PRI E1 30, 117 IP400 Office PRI T1 30, 117, 223 IP400 Office Quad Analog Trunk 223 IP400 Office Quad BRI 30 IP400 Office So8 35 IP400 Office So8 Module 35 IP400 Office T1 PRI 20 IP400 Office T1 PRI Card 20 IP400 Office Universal Quad Analog Trunk 30 IP400 Office Voice Compression Module 31 IP400 Office WAN 36 IP400 Office WAN3 36 IP400 Office WAN3 10/100 36 IP400 Phone 82 IP400 Phone Manager PC SoftPhone RFA 10 229 IP400 Phone Manager PC SoftPhone RFA 50 229 IP400 Phone Manager Pro RFA 10 229 IP400 Phone Manager Pro RFA 50 229 IP400 PRI 30 E1R2 COAX 223 ©Copyright 2006 Avaya Inc. All rights reserved. Page 298 15-601041 - Issue 14d (30th November 2006) Index IP400 PRI 30 E1R2 RJ45 223 IP400 Quad BRI 117 IP400 VCM 30 229 IP400 WAN Expansion 20 IP401 111 Embedded Voicemail 111 IP403 31, 172, 249, 258 Change 249 IP403 Office 253, 255, 258, 259 IP406 19, 20, 26, 30, 31, 32, 34, 36, 82, 101, 108, 112, 125, 152, 181, 223, 259 called 259 including 34 IP406 Control Units 223 IP406 Enterprise Edition 26 IP406 Office 28, 228 IP406 Office DS 228 IP406 Office V1 255, 259 IP406 Office V2 A-Law 223 IP406 V1 172, 259 IP406 V1 Office 259 IP406 V1/V2 151, 172 IP406 V2 13, 26, 30, 31, 128, 151, 152, 172, 181, 235, 237, 247, 249 Embedded Voicemail 247 voicemail 152 IP406 V2 60W Power Supply Unit 235 IP406 V2 Control Unit 235 IP406 V2 Office Mu-Law 223 IP406 V2 Only 128 IP406V2 152 IP412 13, 19, 28, 30, 31, 32, 36, 101, 108, 112, 125, 128, 172, 181, 223, 229, 235, 251, 253 uses 229 IP412 Control Units 223, 235 IP412 Maximum Heat Dissipation 235 IP412 Office A-Law Base Unit 223 IP412 Office Mu-Law Base Unit 223 IP412 Only 128, 251 IP412 PRI 60 E1 229 uses 229 IP412 Supports Two 64party Conference Banks 181 IP-based 20 IP-based WiFi 55 IPCP 243 IPHC 130, 243 IP—is 7 IPO CCC DESIGNER RFA 195 IPO CD/DVD 221 IPO CDR 220 IPO LIC 157 purchase 157 IPO LIC IP 400 CCC DESIGNER RFA LIC 198 IPO LIC IP400 CCC WALLBRD 202 IPO MC VCM 31 IP Office 3.2 Product Description IPO MC VCM 10 EXP KIT 31 IPO MC VCM 16 31 IPO MC VCM 20 EXP KIT 31 IPO MC VCM 24 31 IPO MC VCM 30 EXP KIT N/A 31 IPO SMDR 221 IPSec 13, 20, 132, 243 IPSec Tunneling 132 IPsec VPN 119 IP-telephony 109 IPv4 243 IPv6 Headers 243 IrDA 261 Ireland 227 IROB 251 ISAKMP 243 ISBN 159 asked 159 enters 159 ISDN 12, 30, 32, 35, 54, 98, 111, 114, 116, 123, 125, 127, 128, 220, 223, 237 BRI S-interfaces 32 ISDN Basic 117 ISDN Basic Rate 117 ISDN BRI S-interface 223 ISDN MSN 98 ISDN Ports 237 ISDN Primary 223 ISDN Primary Rate 117 ISDN/PRI 98 isolate 101 user’s 101 ISP 26, 28, 92, 126, 129, 130, 258, 259 line 26, 28, 258, 259 Israel 227 IT 198 it’s 7 ITAddress 231 Italian 62, 63, 153, 159, 249, 261 Italy 227 ITBasicCallControl 231 ITCallHubEvent 231 ITCallInfo 231 ITCallInfoChangeEvent 231 ITCallNotificationEvent 231 ITCallStateEvent 231 ITMediaSupport 231 ITTAPI 231 IVR 7, 14, 153, 157, 159, 172, 238, 251 providing 159 J January 2003 198 Japanese 153, 159, 261, 279 join 84 Hunt Group 84 joined/left 183 Joule 235 June 26th 2003 238 K Katakana 261 kbps 112, 121 LAN 112 Point 112 keeping 165 voicemail 165 Key Management Protocol 243 Key System 105 Keyboard Actions 148 Keyboard Mapping 148 Keys 264 Korean 153, 159 L L2TP 243 Securing 243 Labels 40, 41, 43, 45 Lamp 88, 247 Lamp Operation 88 LAN 13, 15, 19, 20, 39, 40, 56, 58, 105, 109, 111, 112, 119, 125, 127, 128, 131, 132, 139, 141, 153, 202, 205, 207, 218, 223, 237, 260, 261, 262, 263, 275 Kbps 112 LAN Routing 127 LAN Bandwidth 105 LAN Routing 127 LAN 127 LAN subnet 141 LAN Switch Support 108 LAN Switching 13 LAN/WAN Services 125 LAN1 128 LAN2 128 LAN—also 7 Languages 96, 279 Lanyard 58 Large Communications Systems 20 part 20 Last Alarm 249 Last Number Redial 102 Latin 159 Latin American 153 Latvia 227 launch 189 Conferencing Center Web Client 189 Layer 20, 125, 128 giving 125 Layer Two Tunneling Protocol 243 Layer-2 26 LCD 64, 73, 264 LCD Display 265 LCP 130, 243 LCR 85, 123 LCS 134, 140, 141 LDAP 13, 97, 131 leading 163, 164 email 163, 164 Learning 198 Tree International 198 Leased Line 128, 129 types 128 Leased Line Support 128 Least 123 profiles 123 Least Cost Routes 91, 92, 99, 123 configuring 92, 123 Least Cost Routing 123 LED 48, 50, 52, 73, 109 LED Feedback 247 Length 275 levels 205 CTI interoperability 205 LICENCE KEY 214 LICENCE OPTION 214 License 17, 176, 195 PC Wallboard 195 Voicemail Pro 176 License Key 132, 152, 229 License.csv 214 Lightweight Directory Access Protocol 97 Light-Weight Directory Access Protocol 131 like 100 Call PickUp Extension ShortCode 100 limit 112, 172 VoIP 112 line 26, 28, 87, 88, 258, 259 ISP 26, 28, 258, 259 Line Appearance 87, 88, 247 Line Appearance Buttons 88 Line Feed 220 Line Group ID 102 Line Identification Presentation 117 Calling 117 Line Identification Restriction 117 Calling 117 Line Loop Back 30, 117 Line Preference 247 Ringing 247 Line Reversal 26, 33, 82 lineAddToConference 231 lineAnswer 231 lineBlindtransfer 231 lineClose 231 lineCompleteTransfer 231 lineConfigDialog 231 lineDeallocateCall 231 LineDevSpecific 207, 231 lineDial 231 lineDrop 231 lineGenerateDigits 231 lineGenerateTone 231 lineGetAddressCaps 231 lineGetAddressID 231 lineGetAddressStatus 231 lineGetAppPriority 231 lineGetCallInfo 231 lineGetCallStatus 231 lineGetDevCaps 231 lineGetID 231 LineGetLineDevStatus 207 lineHold 231 lineInitialiseEx 231 lineMakeCall 231 lineMonitorDigits 231 lineMonitorTones 231 lineNegotiateTAPIVersion 231 lineOpen 231 linePark 231 lineRedirect 231 lineRemoveFromConferenc e 231 lineSetAppPriority 231 lineSetAppSpecific 231 lineSetCallData 231 lineSetCallPrivilege 231 lineSetStatusMessages 231 lineSetupTransfer 231 lineShutdown 231 lineSwapHold 231 lineUnhold 231 ©Copyright 2006 Avaya Inc. All rights reserved. Page 299 15-601041 - Issue 14d (30th November 2006) IP Office Product Description lineUnpark 231 link 265 20DS 265 Link Cards 275 Link Control Protocol 130, 243 Linked Numbering 124 Linked Numbering Scheme 124 listen 152, 188, 249 voicemail 152 Listen 183, 249 Listen Only 188, 249 Listen-only 183, 249 Listen-only handsfree 41, 62 Lite 14, 137, 140, 151, 238 Lithuania 227 LLB 30, 117 Local Address Book 247 Local Area Network 36, 125, 128, 207 Local Directories 247 Import/Export 247 Local End Echo Cancellation 25ms 114 Local Phone Directory 140 Local Telcos 117 localised 83 locations—including 105 Log On/Log 265 Log On/Log Off To Register Each Agents Shift Duration 265 Logged 188, 249 Web 188, 249 Logged-on 193 Login 20, 100, 143, 232 logon 127, 183, 188 Longest 148 Longest Call Waiting 202 Longest Call Waiting Alarm 249 Loop 223 Loop Disconnect 26, 33 Loop Start 37, 117 Loop start/Ground 237 Loop-Start 117 Lord Of The Rings 159 Lost Call CLI 198 Lost Calls 193, 202, 249 Lotus Notes 163, 164 Lower TCO 192 Low-Speed Serial Links 243 LS 30 Luxembourg 227 M MAC 125 macro 153 Mail Box 172 Remote Access 172 Mailboxes 172 Number 172 Main 275 Main Feature Support 172 Main Menu Bar 143 Maintainers Network Manager 219 MAINTENANCE 102 make/receive 105 headset/microphone 105 manage 182 conferencing 182 IP Office 3.2 Product Description Manage Personal Distribution Lists 137 Manage voicemail 137 Manage voicemails 137 Managed Frame Relay Network 119 Managed IP VPN 119 Management Tools 15, 249 Manager 214, 247 Manager 5.1 214 Manager application 86 manager/secretary 89 Managment Information 243 Manufacturer’s Liquid 60 Many Avaya 88 Many Simultaneous Calls Can 112 MAPI 14, 163, 176 Master Kit 202 matching 45, 80, 261 12 45, 261 Caller ID 80 Material Code 226 Maximizer 14, 140, 251 Maximizer 7.5 141 Maximum AC 237 Maximum Call Length 92 Maximum Number 112, 172 Concurrent Calls 172 Simultaneous VoIP Calls 112 Maximum Participants 181 Maximum Simultaneous Calls 151 Maximum Voltage 237 Mbps 36, 113, 119 Mbps LAN 119 Mbps LAN Hub 258, 259 Mbps LAN Switched 26 MCU 107 MDAC 157 Media 198, 219 Media Gateways 20 Media Server 20 Media Service Provider 206 Medical 57 Medium Enterprise 198 Medium-Size Companies 7 Meet Me Conferencing 179, 253 Pin Code Check 253 Meeting 20, 83 Wireless Ethernet Compatibility Alliance 20 Megabytes 165 Memory 257 mergeable 249 MERLIN MAGIX 66 MERLIN MAGIX Integrated System 4400 39 Message Announcements 172 Message Storage Capacity 151 Message Waiting 48, 50, 52, 64, 116, 162 Message Waiting Indication 33, 56, 82, 172, 246 Message Waiting Indicator 40, 41, 43, 45, 260 Message Waiting Light 71, 265 message’ 162 Messages 40, 41, 43, 45, 71, 233 meters/ft 20 metres 275 Mexico 227 MF 275 MF Only 73 MFC 117 MHz 39, 57 MHz ISM 57 MIB-II 243 Microsoft 188, 198, 206, 209, 238 Microsoft application 130 Microsoft Client 238 Microsoft CRM 198, 209, 211 Microsoft CRM Sales Reports 198 Microsoft CRM Service Reports 198 Microsoft CRM™ 198, 210 Microsoft CRM™ Reporting Integration New 198 CCC Version 198 Microsoft Data Access Components 157 Microsoft Dynamics® CRM 3.0 209 Avaya IP Office 209 Microsoft Dynamics® CRM 3.0 Integration 209 Microsoft Excel 193 Microsoft Excel™ 192 Microsoft Exchange 163, 164, 165, 167 Fenestrae Faxination Server 163, 164 Microsoft Exchange 5.5 176, 238 Microsoft Exchange Server 14, 165 Microsoft IIS Web Server 176 Microsoft LCS 2003 141 Microsoft LIVE Communication Server Support 247 Microsoft Live Communications Server 134, 140, 141 Microsoft Outlook 148, 163, 164 Microsoft Outlook 2000/2003/XP 141 Microsoft Point 130, 243 Point Compression 130, 243 Microsoft Server 238 Microsoft TAPI 2.1 206, 207 Microsoft TAPI Integration 195 Microsoft Windows 209 Microsoft Windows 2000/2003/XP Professional 238 Microsoft Windows 2000™ Professional 209 Microsoft Windows 2003 Server 246 Microsoft Windows XP™ Professional 209 Microsoft's Callback Control Protocol 130 Microsoft's MSDE 204 Microsoft™ CRM Integration Phase 206 Mid Span Power 109 Middle East 227 Mid-Span 109 midspan power 105 Mid-Span Power Distribution Units 109 Miercom 7 milli-seconds 111 mind… 7 Minimum PC Resources 238 Missed 137 Missed Calls List 217 Missed, Incoming 43, 45 mixes 20 Analog 20 ML-PPP 129, 243 MM 214 mm/inches 235 Mobile Handset Twinning 275 Mobile Twinned Call Pickup 102 Mobile Twinning 17, 160 Mobile/Cell 87, 134 Mobile/Cell Phone 93, 94, 152, 153, 163, 165 Mobility 56, 57, 58, 275 Mobility Solutions 55 Modem 12 Card 247 Modem2 255 Modify’ 162 Modular Messaging 171 Modular Messaging Voicemail 151 Module 16, 235, 253 Module V2 223 Monitor 218 Monitor Calls 100 month/day 220 Most Avaya 96 Most Common Destination 198 Outgoing 198 mounting/desk 66, 67 Moves, Adds 249 MP 243 MPPC 243 MS Exchange email 251 MS Outlook 251 MS-CRM 198 MSDE 170, 195 MSP 206 multicast 125 Multi-Class Extension 243 Multi-Link PPP 243 Multiclass Extensions 114 Multilink PPP 114 Multi-Level Tree Structure 172 Multi-Link 243 Multi-Link Point-to-Point Protocol 129 Multilink PPP 114 Multiclass Extensions 114 Multi-Link PPP 129, 243 Multi-Class Extension 243 Multiple Mailboxes 172 Forward 172 ©Copyright 2006 Avaya Inc. All rights reserved. Page 300 15-601041 - Issue 14d (30th November 2006) Index Multiple Subscriber Number 117 Multiple Time Entries 99 multipoint 117 point 117 Multipoint Connection Units 107 MultiVantage 20, 26, 253 Music-on-Hold 223 Mute 41, 43, 45, 95, 265 Mute All 188, 249 MWI 26, 33, 82 My Conference Template’ 183 My Profile’ 183 N N/A 204, 238 NA 34 Name 143, 214, 253 Calling 143 Name on PRI 253 NAT 13, 119, 130, 243 Navigation Cursor Control 48, 50, 52 need 105, 182, 228 30 228 IP Office 182 Power 105 NET 209 NET 2.0 209 Netherlands 227 Network Address Translation 13, 119, 130, 243 Network Assessment 113 Network Manager 219 Network Manager application 219 Network Numbering Schemes 124 Network Requirements 111 Network Time Protocol 243 network. 105 network-critical 125 Networked Administrator 204 Networked Messaging 153, 155 Networked Messaging Solution 155 networking 12, 119, 163, 164, 198 interoperate 12 IP Office 119 Zetafax 163, 164 New 167 New Digital Phone 2420 253 New Digital Phones 247 New IP Phones 247 New Key Performance Screen 249 New Phones 11, 246 New Soft Console 251 New Zealand 223, 227 new/repeat/answered/una nswered 73 Next 262, 263 Next Update 238 NI2 117 Night Service 98, 99 Night Service Fallback 99 Pass 99 Night Service Group 99 IP Office 3.2 Product Description NiMH 62 No Answer 102 No Answer Time 87 No Reply 251 Node Numbering 124 Node Numbering Scheme 124 Noisy Location Handset 226 non-blocking 223 IP/dual-PRI 223 non-H.323 107 non-IP 56, 108, 111, 229 calling 229 non-IP DECT 270 Normal 220 North America 39, 66, 67, 68, 71, 77, 81, 101, 223, 227, 249 North American Primary Rate Interface 117 North American T1 117 Norway 227 Norwegian 62, 153, 159 NOT 56 Not Disturb 85, 93, 95, 134 Not Disturb Exception Add 102 Not Disturb Exception Del 102 Not Disturb Exception Delete 102 Not Disturb Off 102 Not Disturb On 102 NOT SUPPORTED on 3.0 265 Notes 143, 198 Notice 7 Now there’s 7 NT4 Operating Systems 238 NTP 243 NULL Encryption Algorithm 243 number 81, 101, 112, 117, 143, 148, 172, 214, 220, 232 64 101 Calling 143, 220 Calls 112 IP Office 81, 117 Mailboxes 172 voicemail 232 Number Local Phone Book 270 Number Memory 64 Number Redial Store 270 Number/Incoming Trunk Access Code 220 Calling 220 number/name 172 number’ 81 Numeric Keystrokes 148 Nylon Pouch 58 O OAI 58 ODBC 204 Of Hours 161 Off Hook Current 237 Off Hook Operation 101 Off Hook Station 102 Off, Busy Not Available 265 offers 58 high-resolution 58 Off-Hook Station 101 Office LAN 26, 28, 258, 259 accessing 26, 28, 258, 259 offices/remote 7 offices—respond 115 offline 134 Oldest 170 On Demand Call Recording 153 On Hold 80 on/off 20, 26, 28, 137, 253 online 134, 183 Open 148, 157 Open Application Interface 58 Open CTI 14 Open Shortest Path First 125 OpenView application 219 part 219 Operating 238, 246 System Support 246 Systems 238 Operating Systems 141, 149, 176, 204, 238 Product Description 141, 149, 176 regard 141, 149, 176, 204 Operator 98, 121, 148 Operator SoftConsole 14 Opportunity Activity 198 Optional Add-Ons 48, 50, 52 Optional Embedded VoiceMail 20 Optional Integrated Ethernet Repeater Hub 260 Optional WAN 257 WAN Slot 257 Optional Wireless Access Point 20 orderable 226, 260 OS 238 Windows XP 238 OSI 125 OS's1,9 238 other Avaya telephones 54 Other Control Units 237 Other Features 172 Other Ffeatures 181 Other Ranges 66 Telephones Compatible 66 Other Units 235 other’s 121 out 143 Out Hours 251 played 99 Service 99 Outbound Call Handling Features 91 Outbound Call Operation 211 Outcalling 172 Outgoing 43, 45, 80, 137, 198, 220 Account Code Costing Log 198 Account Code Log 198 Caller ID 80 Circuit ID 220 Most Common Destination 198 Outlook 14, 163, 164, 165 Outlook 2003 238 Outlook, Goldmine 140 Output Port 237 Overflow Group 99 Overhead LAN 111 Overhead WAN 111 owned 170 P PABX 12, 15, 107, 275 provide 15 Packet 122 Packet Based Voice Networking 119 packetised VoIP 119 allowing 119 packetization 114 packet-switched 105 Packet-Switched Telephony 105 Packet-switched VoIP 105 Pager 163 Paging 33, 87 Calls 87 receiving 33 Pakistan 227 Pan European Connection 237 PAP 127, 129, 131, 132, 243 Park Call 102 Park ID's 143 Park Return 87 Park Slot Panel 143 Park Slots 148 ParkDirect 231 Parked 81, 217 part 20, 26, 56, 100, 107, 134, 137, 168, 176, 195, 219 Avaya Large Communications Systems 20, 26 CCC 195 H.323 107 huntgroups 137 IMS 176 IP DECT 56 IP Office 100, 134 Large Communications Systems 20 OpenView application 219 Voicemail Pro 168 Part 15.247 60 participant’s 188 view 188 Participants 183, 188 Pass 99 Night Service Fallback 99 Password Authentication Protocol 129, 243 Password Protection 247 Patterns 71 Ringing 71 Pause Message 172 PBX 19, 64, 105, 116, 275 PC 7, 14, 20, 41, 43, 45, 56, 79, 80, 98, 105, 109, 128, 133, 134, 137, 139, 141, 143, 148, 149, 152, 153, 163, 164, 165, 170, 172, 176, 183, 188, 189, ©Copyright 2006 Avaya Inc. All rights reserved. Page 301 15-601041 - Issue 14d (30th November 2006) IP Office Product Description 202, 204, 206, 207, 219, 220, 221, 237, 238, 260, 261, 275 running 275 voicemail 152 PC application 97 PC application Phone Manager Pro 162 PC Based 151 PC CTI application 195 PC Requirements 176 PC Softphone 14, 79, 139, 140, 141 PC Specification 176 PC Wallboard 195, 202, 204, 238 license 195 starting 202 PC Wallboard Example 202 PC’s 238 PC-based 195, 198, 228 PCMCIA 20, 223, 256 PCMCIA Slots 20, 257 Wireless 257 PCMCIA Wireless 223 PCs 13, 67, 68, 130, 207 PC's 235, 238 PCWB 195 PDF 195, 198 PDQ 131 PDU 109 Pentium 238 Pentium III 238 Pentium III 800MHz 238 Pentium4 238 Pentium4 2.8GHz 238 Pentium4 600Mhz 238 peoples’ 100 Per Seat Licensing 253 Percentage Time 197 Permanent Virtual Circuits 119, 129 Personal Distribution List Support 247 Personal Distribution Lists 137, 140, 162 Personal Numbering 153, 160, 172 Personal Options 172 Personal Productivity 134, 137 personalization 137 Personalized Greeting 172 Personalized Ring Patterns 40, 41, 43, 45, 48, 50, 52 Personalized Ringing 71, 82 Peru 227 PHONE 70, 109 power 109 Phone 16 228 Phone 16 Module 235 Phone 16 Module V2 223 Phone 30 Module 235 Phone 30 Module V2 223 Phone Call Activities 210 Phone Expansion Module 255 Phone Manager 7, 11, 13, 14, 56, 70, 81, 83, 84, 85, 91, 95, 96, 97, 101, 133, 134, 140, 141, 182, 183, 189, 195, 247 synchronization 13 Phone Manager application 84, 85 IP Office 3.2 Product Description Phone Manager Conferencing Center Integration 189 Phone Manager Feature Summary 140 Phone Manager GUI 161 Phone Manager Lite 14, 96, 133, 134, 137 including 14 Phone Manager Lite application 228 Phone Manager Lite/Pro 238 Phone Manager PC SoftPhone 16, 17, 105, 133, 139, 141, 195, 238 Phone Manager PC Softphone USB Settings 247 Phone Manager Pro 17, 86, 96, 133, 137, 139, 140, 141, 161, 162, 172, 195 Requires 141 Phone Manager Pro application 137, 229 run 137 Phone Manager Pro PC Softphone 229 Phone Manager Pro Release 1.3 253 Phone Manager System Requirements 141 Phone Manager/PC Softphone Avaya 238 Phone Manger application 143 feel 143 Phone Manger Pro 195 Phone V2 33, 246, 255 PhoneManager 251 PhoneManager Softphone 54 Phones 255 physical/logical 113 Pickup 86 Pick-Up 83 Pilot 198 Pilot Call Duration 198 Pilot Distribution 198 Pilot Response 198 Pilot Routing 198 Pilot Summary 198 Incoming 198 PIN 14, 151, 152, 157, 180, 182, 183, 188, 249 prompted 151 requesting 180 Pin Code Check 253 Meet Me Conferencing 253 PIN code/menu 182 PIN Restricted Calling 92 PIN-code 20 Plain Old Telephone Services 105 Platform Support 172 Play Advice 169 switching 169 played 99 Out 99 Queue 99 PoE 39, 40, 41, 43, 45, 47, 48, 50, 52, 56, 105, 109 point 112, 117, 243 Kbps 112 multipoint 117 Point 243 Point Protocol 243 Point Compression 130, 243 Microsoft Point 130, 243 Point Protocol 243 Point 243 Point WAN 112 point-to-multipoint 35 Point-to-Point 125 Point-to-Point Protocol 125, 129 uses 125 Poland 227 Polish 153 pool 159 Voicemail Pro 159 pop 210 Port 33 Port 50795 121 Port voicemail 152 port’s 113 Portugal 227 Portuguese 62, 63, 153, 159, 261 Positioning 151 Summary 151 Positive Disconnect 71 Post Connect 140 POT 20, 105, 237, 256, 257, 270 POTS 105, 223 Power 47, 56, 105, 109 need 105 PHONE 109 utilizing 109 Power Cord 98IN European 12013S 226 Power Cord 98IN United Kingdom 14012 226 Power Cord INPUT 10A 226 Power Cord US Plug 226 Power Fail Ports 237 Power Options 109 IP Telephones 109 Power Supply 40, 41, 43, 45, 48, 50, 52, 235 Power Supply Units 235 Powered Data Unit 109 Powered LAN 39 PowerPoint 188 reviewing 188 PowerPoint™ 249 reviewing 249 PPP 125, 129, 132, 243 PPP Fragmentation 114 PPP MP 243 PPP Multilink Protocol 243 ppt 11 present 198 360Ú 198 Previous 67, 68, 262, 263 PRI 12, 13, 26, 28, 30, 115, 228, 237 PRI 30 E1 228 PRI 48 T1 229 PRI 60 E1 229 PRI E1 237 PRI ISDN Services 237 PRI ISDN Switch 237 PRI T1 Service 237 PRI T1/J1 237 prices—Avaya 7 price-sensitive 20, 26 Primary Rate Euro-ISDN 228 Primary Rate ISDN 117 Primary Rate Trunks 117 prioritization 58, 125, 165 email 165 Priority 98, 165, 251 Priority Call 102 Private 162, 165 Private Circuit Switched Voice Networking 116 Private Voice Networks 20, 30, 115 Pro 14, 17, 163, 182 upgrades 17 Pro & Intuity Mode Voicemail Pro 247 Pro Only 247 Pro3 238 Product 7 receiving 7 Product Configurations 223 Product Description 100, 141, 149, 176, 189, 255 Operating System 141, 149, 176 Product Documentation 57 Product Key 238 Professional 238 Professional Edition 198 profiles 123, 143 Least 123 Program 265 Program Keylock 71 Programmable Buttons 95 Programmable Date 247 Programmable Feature Buttons 40, 41, 43, 45, 48, 50, 52 programming 70 IP Office 70 prompting 151, 156 PIN 151 Voicemail Pro 156 Protocol Applicability Statement 243 Protocols 243 Provides IP Office 117 providing 15, 19, 157, 159, 223 IEEE 802.11b Access Point 223 IP 19 IVR 159 PABX 15 Proxy Address Resolution Protocol 130 PSTN 88, 105, 111, 113, 246 PSU 235 Public 20, 30, 115, 162 Public Network 119 Public Switched Telephone Network 105, 113 called 105 Public Voice Networking 117 Pulse 117 Pulsed High Voltage 33 purchase 157 IPO LIC 157 Push 226 Talk Handset 226 Put_EventFilter 231 PVCs 119, 129 ©Copyright 2006 Avaya Inc. All rights reserved. Page 302 15-601041 - Issue 14d (30th November 2006) Index Q Q.931 114, 117, 119 QoS 12, 58, 111, 113, 119, 141 QoS Options 40, 41, 43, 45, 48, 50, 52 QoS Options Of 260 QoS/Class 113 Service 113 QSIG 88, 116, 121, 122, 171, 246, 253 following 116 running 171 terminates 116 QSIG Networking 12 Quality 12, 58, 111, 125 Service 12, 58, 111, 125 Quality Assurance 86 Questions & Voting 188 Queue Announcements 151, 153 Queue Based Screens 197 Queue Entry Announcement 172 Queue Handling 203 Queue Manager 14 Queue Mode 148 Queue Monitor 197 Queue Position Announcement 172 Queue Update Announcement 172 Queued 99, 140, 203, 217 Announcements 203 played 99 QUEUING 214 Queuing Panel 143, 247 Quick Charger 58 R R1.0 61 R2.0 61 R2.1 31 R3.0 31, 238 including 31 R3.0GA 238 R3.1 61, 77 IP Office 61 Radio Frequency 2.4000 60 RAID 176 RAM 238 RAS 26, 28, 131 Rate Adaptation 243 Rating 235 24V DC 235 RC4 20 reachability 7 reading 14 email 14 ready 7 IP Office 7 Real Time 114, 195, 243 Real Time Control Protocol 114, 243 Real Time Reporting 197 Real Time Status 197 Real Time Supervisor Monitoring 195 rear 20 Small Office Edition 20 Reattempt 143 Reboot When Free 214 Recall button 73 Receive & Make Page 265 IP Office 3.2 Product Description Receiver Sensitivity dBm 20 receiver’s 105 receiving 7, 33, 80, 85, 130 ARP 130 Caller ID 80 Hunt Group 85 Page 33 Product 7 Reception 172 Breakout 172 RecFile 249 Rechargeable Battery 64 Reclaim Call 84 recommendations 125 record 96, 172 Time 172 user’s 96 Record/Send 172 Recordings 170 Redial 40, 41, 43, 45, 64, 66, 67, 68, 71, 73, 260, 261, 262, 265, 271, 272, 273 Redial Button 64, 71 Redial,Hold 263 refer 77, 101, 121, 141, 149, 176, 189, 195, 221, 238 CCC System Administration 195 Chapter 12 101 IP Office Installation Manual 77 IP Office Technical Bulletin 121 SoftConsole 189 Technical Specifications 141, 149, 176, 189, 221 Voicemail Installation 238 regard 141, 149, 176, 204 Operating Systems 141, 149, 176, 204 Region 228, 229 RegisterCallNotifications 231 relating 182 conferencing 182 Relay Off 102 Relay On 102 Relay On/Off/Pulse 86 Relay Pulse 102 releases 31 IP Office Software 31 IP Office Software fromR1.x 31 Remote Access 26, 28, 172 Mail Box 172 Remote Access Features 127 Remote Access Server 13, 15, 131 Remote Access Services 26, 28 Remote Management 11, 182, 204 REN 33, 237 Repeat Message 172 Repeater Base Stations 275 Replacement Handset 226 Replay 170 Reply 161 Report Design Solutions 198 Report Designer 204 Report Manager 198, 204 Report Scheduler 195, 198 Report Viewers 195 Reports Using Crystal Reports 198 Designing 198 requesting 107, 180 Gatekeeper 107 PIN 180 requires 47, 141, 149, 207, 229, 264 180 229 Avaya 1151 47 DRM-D 264 IP Office 149 IP Office PC Softphone 141 Phone Manager Pro 141 TAPI-WAV 207 Requires 1MB 172 reseller 198 Rest 181 World 181 restricted/allowed 131 Resume Call 102 Resuming 217 Retrieve Call 102 Return On Investment 179 reviewing 188, 220, 249 IP Office Manager 220 PowerPoint 188 PowerPoint™ 249 Rewind Message 172 RFA 202 RFA LIC 202 RFC 243 RFC 1490 114 RFC 1889 114 RFC 1990 114 RFC 2474 114 RFC 2507 114 RFC 2686 114 RFC1058 243 RFC1155 243 RFC1157 243 RFC1212 243 RFC1213 243 RFC1215 243 RFC1332 243 RFC1334 243 RFC1350 243 RFC1490 129, 243 RFC1533 243 RFC1570 243 RFC1631 243 RFC1661 243 RFC1722 243 RFC1889 243 RFC1962 243 RFC1974 243 RFC1990 243 RFC1994 243 RFC2118 243 RFC2125 243 RFC2401 243 RFC2402 243 RFC2403 243 RFC2404 243 RFC2405 243 RFC2406 243 RFC2407 243 RFC2408 243 RFC2409 243 RFC2410 243 RFC2411 243 RFC2453 243 RFC2474 243 RFC2507 243 RFC2508 243 RFC2509 243 RFC2661 243 RFC2686 243 RFC2737 243 RFC3193 243 RFC768 243 RFC791 243 RFC793 243 RFC868 243 RFC951 243 RFP 56 RightFax 163, 164, 247 Ringback Call 82 Ringback When Free 81 Ringback When Next Used 81 Ringer 71 Ringer Equivalency 71 Ringer On/Off 64 ringer/volume 270 Independent User Profiles 270 Ringing 71, 247 Line Preference 247 Patterns 71 Volume Control 71 ringing/waiting 100 RIP 131, 243, 251 RIP I/II 13 RIP II 131 RIP Version 243 RIP-2 119 RJ45 109, 116, 117, 223, 237 RJ45 Ethernet 237 RMS 237 ROI 179 ROTARY 214 routed 131, 153, 161, 243 Fax 153 Information Protocol 131, 243 Voicemail 161 Router 15 router/firewall/DHCP 15 Routing Information Protocol 125 RPT 198 RTF 198 RTP Voice Data Payload 111 RTP/RTCP 114, 243 Ruggedized 61 Ruggedized Wireless 77 Ruggedized Wireless Telephone 61 running 137, 171, 214, 238, 249, 275 2.1 214 IE6 238 IIS 249 IP Office 238 PC 275 Phone Manager Pro application 137 QSIG 171 Russia 227, 253 Russian 153, 159, 249 RW 170 ©Copyright 2006 Avaya Inc. All rights reserved. Page 303 15-601041 - Issue 14d (30th November 2006) IP Office Product Description S S Message 233 S8300 20 S8500 20 S8700 20 Sales 99 Sales, Support 137 Sample IP Office SMDR Information Output 221 SAP 125 carrying 125 Saudi Arabia 227 Save Message 172 Save Profile 143 S-Bus 35 scalable 115, 163, 164, 209, 275 Scalable Platform 15 Scan’ 162 Scheduler 183 Scientific Medical 20 SCN 121, 134 Screen Pop 206 Screen-Popping 80 SDK CD 232, 233 Seamless handover 275 seamlessly 55, 56, 127, 155, 163, 164 Search 170 Second 111 Secondary Dial Tone 85, 102 secretary’s 85 Securing 243 L2TP 243 Security Architecture 243 Internet Protocol 243 see 33, 34, 134 Conferencing Center 134 IP Office Installation Manual 33, 34 Telephones Section 34 See Product Description 204 See Voicemail Email Integration 176 Select 157 Select Group 137 Self-Administration 97 Semi-Open 20 Send Email 172 Send Instant Messages 140 sender’s 105 sends 108, 134, 140, 170 DTMF 140 email 170 IM 134 IP 108 Separated incoming/outgoing 140 Serial Dongle 251 Serial DTE 20 serialy 202 Series 16, 77, 226, 235, 246, 255, 265 Series Terminal 1.6.17 253 Server 238 Server - Base System 195 Server Applications Dependencies 238 Server PC 209 service 105 Service 12, 58, 99, 111, 113, 114, 125 Out 99 IP Office 3.2 Product Description QoS/Class 113 Quality 12, 58, 111, 125 Type 114 Service Pack 141, 149, 176, 204, 246 Service Provider conferencing 179 compared 179 Service Quotas 126, 129 service-by-service 129 Session Initiation Protocol 105 Set Absent Text 102 Set Account Code 102 Set Authorization Code 102 Set Hunt Group Night Service 102 Set Hunt Group Out Of Service 102 Set Inside Call Seq 102 Set Message Priority 172 Set Mobile Twinning Number 102 Set Mobile Twinning Off 102 Set Mobile Twinning On 102 Set No Answer Time 102 Set Outside Call Seq 102 Set Ringback Seq 102 Set Wrap Up Time 102 SetCallInfoBuffer 231 setting 83, 86, 91 Absence Text 83 Forced Account Code 91 IP Office 86 SHORT CODE 214 Short Codes 102 shows 102 Short Message System 163 shortcode 33 ShortCode.csv 214 shows 102, 143 Short Code 102 Signaling 117 Conforms 117 Signaling Channels 56 Silence Suppression 108, 114 Simple Network Management Protocol 219, 243 Simple Outlook 140 Simple Telephony Call/Basic Call 116 Simultaneous VoIP Calls 112 Maximum Number 112 Since Authorization Codes 91 Single 10/100 BaseT Ethernet 40 Single PRI 249 Single T1 PRI 228 SIP 77, 105 Site Planning 57 Skip Message 172 Slovenia 227 Small 7, 198 Communications Solution 7 CRM application 198 Small Community Network 54, 121, 122, 134, 153 Small Office 151, 181 Small Office 2T+4A 255 Small Office 45W Power Supply Unit 235 Small Office 4T+8A 255 Small Office Control Units 223 Small Office Edition 11, 13, 15, 19, 20, 30, 31, 32, 36, 54, 81, 101, 108, 125, 127, 128, 151, 152, 172, 176, 223, 235, 237, 247, 249, 251 Auto Attendant 172 Embedded Voicemail Card 251 factor 20 rear 20 T1 Support 249 Small Office Edition 2T+4A 256 Small Office Edition 4T+4A+8DS 20 Small Office Edition 4T+8A 257 Small Office Edition Embedded Voicemail 152 Small Office Edition Expansion Cards 223 Small Office Edition PCMCIA voicemail 14 Small Office Edition Platform 251 Small Office Edition WAN Expansion Interfaces 20 Small Office Edition Wizard 249 Small Office VCC16 151 Small Office VCC3 151 SMDR 91, 206, 220 SMDR6 238 SME's 58, 198 SMI 20, 60 SMS 163 SMS/text 163, 164 SMTP 14, 153, 163, 176, 251 SMTP email 11, 213 SMTP/POP3 163, 164 SNMP 11, 109, 119, 213, 219, 243 SNMP Alarms 247 SNMP Enhancement 247 SNMP Notifications 251 SNMP Support 40, 41, 43, 45, 48, 50, 52 SNMPv1 243 So8 26, 28 So8 Module 223, 235 SOE 152 Soft 26, 28 Soft Console 84, 251 SoftConsole 11, 17, 81, 83, 86, 95, 101, 143, 148, 149, 183, 189, 238, 247 refer 189 SoftConsole Administration 149 SoftConsole application 189 SoftConsole Conferencing Center Integration 189 SoftConsole Options 148 SoftConsole PC Requirements 149 SoftConsole PC-based application 189 SoftConsole Telephone Requirements 149 Software Compatibility 31 Software Developers Kit 205 Software Development Kit 206 software/documentation CD 223 SOHO 85 Sophisticated Queue Announcement 153 SOS Emergency key 62 soundcard 139 South Africa 227 South America 227 South Korea 227 SP2 238 SP4 238 Spain 227 Spanish 62, 63, 153, 159, 261 Spares 226 Speak 153, 172, 183, 188, 249 Clock 153, 172 speak/listen 188 Speaker 41, 43, 45 Speaker, Mute 66, 67, 68, 260, 261, 262, 263, 271, 272, 273 Speaker, Scroll 265 Speakerphone 40, 41, 43, 45, 48, 50, 52, 63, 71, 271, 272, 273 Speaking Clock 153 Special Features 45 4625 SW 45 5621 SW 45 Special Services 117 Specialty Handset Support 71 Specification 238 IP Office Application PC's 238 specify 80 Caller ID 80 Spectrum 202 Speech 14, 176, 251 Text 14, 176 Speed Dial 134, 140, 261, 265 Speed Dial Enhancements 247 Speed Dial List 43, 45 Speed Dial/BLF 137 Speed-Dial/BLF 134 speed-dial/Busy Lamp Field 137 spread-spectrum 57 Sprint 117 SQL 157, 195, 198, 204 SQL Query Builder Wizard 157 SS-CNIP 116 SS-CNIR 116 SS-CONP 116 SS-CT 116 SS-MWI 116 SSS 117 STAC 243 Stac Lemple Ziv 130 STAC LZS Compression Protocol 243 stackable 26, 28 ©Copyright 2006 Avaya Inc. All rights reserved. Page 304 15-601041 - Issue 14d (30th November 2006) Index Stafford Technology 198 Stand 64 Charging 64 Stand Power Supply Adapter 64 Charging 64 stand/wall 261 Standard 40W Power Supply Unit 235 Standard Edition 198 Standard Reports List 198 Standard VoIP Solutions 31 Standards Based 192 standards-based 12, 13 Start Call 137 starting 7, 202 Day One 7 PC Wallboard 202 State 197 State/Province 198 station/access 39 stations 275 16 275 Status Bar 143 STD15 243 STD16 243 STD17 243 STD56 243 STD57 243 Stop Call 137 straightforward 275 Streamlined Installation 249 strings 83 Absence Text 83 Structured Query Language 157 Sub-addressing 117 Allows 117 subject 100, 163 email 163 IP Office 100 subnet Phone Manager 141 Summary 77, 151 Positioning 151 Supervised Transfer 82 called 82 supervisor’s Coverage Timer 87 Supervisors 197 Supplementary Services within IP Networks 121 Supported IP Office Systems 151 supports 26, 28, 45, 56, 58, 109, 117, 193, 238 3701 56 802.11b 58 Calling Name 117 CSV 193 EU24 DSS 45 IEEE 802.3af 109 IP Telephones 26, 28 Supports 12 Expansion Modules 15 surfing 26, 28, 258, 259 Internet 26, 28, 258, 259 Suspend Call 102 Suspend CW 102 Suspended 217 Sv 233 SW 41, 43, 45 SwapHold 231 Sweden 227 IP Office 3.2 Product Description Swedish 62, 63, 153 switchable 43, 45, 261 Switchable Time Break Recall 100 73 Switched Ethernet 20, 256, 257 Switched LAN 15 switching 119, 169, 237 Capacity 237 Play Advice 169 WAN 119 switchover 20 Switzerland 227 Symantec ACT 251 synchronization 13, 131, 172 Phone Manager 13 System 127, 220, 238 Operating 238 System Administration 170 System Administrator 183 System Alarms 11 System Features 247 System Hold 71 System Monitor 238 System Requirements 189 Conferencing Center 189 System Short Codes 102 System Summary 198 System Support 246 Operating 246 System Tray 149 system’s 128 system—every 7 T T.38 108 T.38 Fax 112 T1 12, 13, 15, 20, 26, 28, 30, 81, 111, 115, 116, 117, 128, 171, 181, 229 channel 117 T1 PRI 20, 88, 228, 256, 257 T1 Primary Rate 117 T1 Support 249 Small Office Edition 249 T1 WAN 223 T1/E1 7 T1/E1/E1R2 30 T1/PRI 223 T1/PRI-T1 181 T3 34, 48, 54 T3 Classic 39, 50, 77, 246 T3 Comfort 39, 52, 77, 246 T3 Compact 39, 48, 77, 246 T3 DSS 34, 54, 246 T3 DSS Expansion Modules 54 T3 DSS Module 54 T3 Headset 48, 50, 52 T3 Headset Link 246 T3 IP 11, 48, 50, 52, 54 T3 IP Compact 54 T3 IP Telephones 54 Interworking 54 T3 Series 20, 26, 235 T3 Telephone Range 48 T3 Upn 48, 50, 52, 54 Tab 143, 247 Tag 84 displaying 84 Talk 64 indicating 64 Talk Handset 226 Push 226 TAPI 14, 56, 80, 98, 195, 207, 232 TAPI 2.1 206, 231 TAPI 2.1 Functions Supported 231 TAPI 3.0 206, 231 TAPI 3.0 functions supported 231 TAPI 3.0. 206 TAPI Reserved Fields 232 TAPILink Lite 206, 207, 231 TAPILink Pro 206, 207 TAPI-WAV 206, 207 requires 207 Target 198 Target Graphical Summary 198 Target Member Duration 198 Target RAS 233 TCP 243 TCP/IP 15, 176, 221, 243 TCP/UDP/IP 114 TDL/DCP 264 Dual Radio Module 264 TDM 19, 105, 108, 111, 119 IP 111 Technical Bulletin 141, 149, 176, 189, 204 Technical Specifications 141, 149, 176, 189, 204, 221 Refer 141, 149, 176, 189, 221 Technology Overview 107 TEIs 35 teleconferences 7 Telephone Adaptors 15, 127 Telephone Cord 64 Telephone Devices 57 Telephone Extension Cable Lengths 235 Telephone Number 102, 214 Telephone Options 16 Telephone User Interface 161 Telephones 40, 45, 77 Telephones Compatible 66 Other Ranges 66 Telephones Section 34 See 34 Telephony Functions 79 telesales 153 Terminal 265 terminates 116 QSIG 116 Test 7 Test Conditions 172 Text 14, 156, 176 Speech 14, 176 Text To Speech 14, 17, 153, 159, 167, 172, 238 Text-to-Speech 153 TFTP 58, 60, 113, 243 that’s 7 There’s 7 These Lite 17 These VCM 255 These WAN 36 they’re 134 Third Party Database Access 172, 238 Third Party Fax 163, 164 Third Party Text To Speech 17 Through callflows 203 TIA/EIA-646-B 117 conform 117 til 83 Time 172 Recording 172 Time Format 247 Time Profiles 99, 129, 169 Time/day 271, 272, 273 timebands 127 Timed Break Recall 26, 33, 275 Time-Division Multiplexed Telephony 105 timeframe 172 timeout 80, 81, 232 TNS 117 To Email 172 Toggle Calls 80, 102 Tolkien 159 Tones 80 toolkit 206 toolset 14 Topic 198 total 132 256K 132 Total basestations/repeaters 56 Total Calls Answered 193 Total Calls Lost 193 Total Calls Presented 193 Total Outgoing Answered 193 TPAD 131 Traditional Wall Mounted Wallboards 202 Transaction Packet Assembler Dissembler 131 Transfer 40, 41, 43, 45, 64, 66, 67, 68, 82, 95, 134, 143, 260, 261, 262, 263, 271, 272, 273 Transfer Call Tracking Detail 198 Transfer Recall/Return 251 Transmission Control Protocol 243 transmission/reception 117 Transmit Power 100mw 60 TransTalk 9040 39 TransTalk 9040 Wireless Telephone 264 Tree International 198 Learning 198 tri-color 202 trigger/control 101 Trivial File Transfer Protocol 243 true—and irritating—if 7 Trunk 219 Trunk Access Code 220 Incoming 220 Trunk Group Activity 198 Trunk Group Busy 198 Trunk Group Call Duration 198 Trunk Group Details 197 Trunk Group Monitor 197 ©Copyright 2006 Avaya Inc. All rights reserved. Page 305 15-601041 - Issue 14d (30th November 2006) IP Office Product Description Trunk Group Response 198 Trunk Group Summary 198 Trunk Interface Cards 30, 223 Trunk Interfaces 12 Trunk Related Screens 197 Trunk Utilization 193, 249 Trunk Utilization Graphs 193, 249 trunk/VoIP 181 trunks/VoIP 182 trusted’ 128 TTS 159, 167, 238, 249 adds 159 TTS Licensing 159 TTY 153 TUI 152, 153, 161, 162 Tunneling Protocol 132 Twinned 11, 133 IP Office 11 Two-way handsfree 45, 50, 52, 66, 67, 261 types 20, 36, 93, 105, 107, 114, 128, 198 Crystal 198 H.323 107 Hunt Group 93 IP 105 Leased Line 128 Service 114 U UAE 227 UDP 121, 243 UDP Port Selection 40, 41, 43, 45, 48, 50, 52, 260 UK 153, 159 UK20 237 U-Law 102 unencrypted 129 UNI 223 Unique computergenerated Conference ID 183, 249 Unique PIN 183, 249 Unit 275 Unit Dimensions 235 United Kingdom 227 Unlike circuit-switched 105 unmaps 130 Un-Mute All 188, 249 Unpark 231 Unpark Call 102 Unread 'User 143 unsecured’ 128 Unstructured Private Circuit 119 Unsupervised 82 called 82 upfront 7 Upgrade 17, 214 IP Office 214 Pro 17 upgradeable 58 Upgradeable Firmware 40, 41, 43, 45, 48, 50, 52 Upn 48, 77, 235 UPS 109, 235 URL 183 US 20, 26, 153, 159, 223, 229, 258 US T1 PRI 223 USA 227, 228 USA Interfaces 237 IP Office 3.2 Product Description USB 131, 139 User 17, 84, 85, 92, 100, 143, 167, 249 User & Installation Guide 64 User Agents 57 User CD-Rom 206 User Datagram Protocol 243 User Definable PIN Code 172 User Form 247 User Interface 14 User Recording 169 USER RIGHT 214 User Rights 92, 137 allocated 92 User.csv 214 user’s 86, 96, 101, 134, 161 isolate 101 record 96 user’s Direct Dial 134 user’s timeout 93 Users Locale 232 users’ 140 uses 105, 125, 153, 192, 229, 243 Ease 192 HMAC-MD5-96 243 HMAC-SHA-1-96 243 IP 105 IP412 229 IP412 PRI 60 E1 229 Point-to-Point Protocol 125 Voicemail Pro 153 Using IP 7 Using NAT 130 Using SCN 121 Using Text To Speech 159 utilizing 109 Power 109 utilze 58 V V.24 128, 223 V.24 Interface 237 19.2Kbps 237 V.24/V.28 237 V.24/V.35/X.21 223 V.32 127, 251 V.35 119, 125, 128, 223, 237 V.42 251 V.90 15, 26, 28, 31, 223, 258, 259 V.90 56Kbps 127 V110 243 V120 243 V24 20, 36, 128, 275 V24/V35/X21 223 V3.0 238 V3.1 238 V35 20, 36, 128 V35/V24/X.21 20, 256, 257 V5.0 170 V90 13 VAC 109 Value Proposition Web 249 VB 153, 159 VB Scripting 17, 153, 159, 249 VB Scripting on IP Office Voicemail Pro 159 VB-Scripting 159 contains 159 VC 223 VCM 20 253 VCM 24 31 VCM 30 31, 251 VCM 4/8/16 31 VCM 4/8/16/24 246 VCM 5/10/20 31 VCM’s 31 VCM10 255 VCM16 255 VCM20 255 VCM-20 181 VCM24 223 including 223 VCM30 223 VCM4 255 VCM5 255 VCM8 255 VCMs 12, 26, 28, 31, 54, 56, 111, 112, 119, 121, 172, 219, 229, 246, 258, 259 VCN 183, 249 verifed 247 Via RAS 204 view 137, 188 Account Codes 137 participant’s 188 View, Scroll 265 Virtual 172 Voicemail 172 Visual Basic 153, 159, 231 Visual Basic Scripts 172 Visual Message Waiting Indication 73 VLAN 40, 41, 43, 45, 48, 50, 52 VM 93, 238 VM Call Flow Monitor 198 VM Lite 238 VM Pro 238, 251 VM Pro Fax Detection 249 VM Summary 198 Voice 7, 20, 26, 28, 31, 56, 58, 105, 119, 153 Voice Call 98 Voice Communication Solution 12 Voice Compression 15, 26, 28 Voice Compression Channels 54 Voice Compression Module 26, 28, 31, 107, 108, 111, 112, 119, 223, 258, 259 Voice Compression Module 16 223 Voice Compression Module 20 253 Voice Compression Module 24 223 Voice Compression Module 30 223 Voice Conference Notification 183, 249 Voice Forms/Questionnaire Mailboxes 153 Voice Mail 63, 93, 100, 275 Voice Messaging 12 Voice Priority Processors 58 Voice Recording 169 Voice Recording Library 170 Voice Recording Library Management 176 Voicemail 14, 15, 20, 26, 28, 79, 84, 85, 86, 87, 89, 90, 92, 94, 99, 108, 115, 121, 127, 134, 140, 143, 151, 152, 153, 155, 160, 161, 162, 163, 164, 165, 167, 171, 172, 176, 182, 214, 223, 232, 233, 235, 238, 251 alter 99 calls 20 comment 152 deleting 165 distribute 162 Email 163 E-mail 238 Forwarding 153, 163, 251 Hunt Groups 172 Individual 172 Interaction 163 IP406 V2 152 keeping 165 listen 152 Number 232 PC 152 routed 161 Virtual 172 Voicemail Access 134 Voicemail application 152 Voicemail Box Feature 172 Voicemail Breakout 152 Voicemail Collect 102 Voicemail email 160, 176, 232 Voicemail Email Connection 176 Voicemail Feature Comparison 172 Voicemail Help TUI 172 Voicemail Installation 238 refer 238 Voicemail Lite 14, 151, 152, 153, 163, 172, 238 Voicemail Message Waiting Indication 275 Voicemail Node 102 Voicemail Off 102 Voicemail On 102 Voicemail PC 176 Voicemail Ports 169 Voicemail Pro 11, 14, 17, 26, 28, 86, 101, 121, 122, 137, 143, 151, 153, 155, 156, 157, 159, 160, 161, 162, 163, 164, 167, 168, 170, 172, 176, 180, 182, 183, 189, 203, 219, 238, 247, 249, 251, 258, 259 406 26, 28 500MB 176 alarms 247 License 176 part 168 pool 159 prompting 156 uses 153 Voicemail Pro application 203 Voicemail Pro callflows 153, 203 Voicemail Pro Client 157 VoiceMail Pro Intuity 137 Voicemail Pro Intuity TUI 251 ©Copyright 2006 Avaya Inc. All rights reserved. Page 306 15-601041 - Issue 14d (30th November 2006) Index Voicemail Pro Manager 156, 172 Voicemail Pro Networked Messaging 17, 162, 249 Voicemail Pro Release 1.2. 253 Voicemail Pro Server 176 Voicemail Pro voicemail 165 voicemail ringback 82, 172 Voicemail Ringback Off 102 Voicemail Ringback On 102 Voicemail Server 127, 165 Voicemail System 170 voicemail/auto-attendant 26 Voicemails 134, 152, 163, 165, 167, 172 addressing 172 VoIP 7, 12, 15, 16, 20, 31, 58, 76, 105, 108, 111, 112, 113, 115, 119, 123, 140, 223, 247, 255, 256, 257 limit 112 VoIP application 113 VoIP Channels 20 VoIP Codecs 20, 256, 257 VoIP Standards Supported 114 VoIP Wi-Fi Solution 55 VoIP-compatible 105 Voltage 237 Volts Alternating Current 109 Volume 95 Volume Control 71 Ringing 71 Volume Down 40, 41, 43, 45 Volume Up 40, 41, 43, 45, 66, 68, 260, 262, 263, 271, 272, 273 Volume Up/Down 67, 261 VPIM 172 VPN 13, 15, 132 VPN IPSec/L2TP 17 VRL 176 W waiting 100 Acquire Call 100 walkie 58 walkie-talkie 61 Wall Mountable 260, 265 Wall Mounted Wallboards 202 Wall Plate Adapter 64 Wallboard Client 238 Wallboard Manager 202, 204 Wallboard Manager Communications 202 Wallboard Manager/Wallboard Server 202 Wallboard Server 238 IP Office 3.2 Product Description Wallboard Server MUST 238 Wallboard Server/Client 202 Wallboard/22 202 WAN 13, 15, 19, 20, 36, 56, 111, 112, 115, 119, 125, 128, 129, 132, 153, 218, 223, 237, 256 switching 119 WAN Expansion Kit 223 WAN multiplexers 127 WAN Slot 257 Optional WAN 257 WAN3 36, 219 WAN3 10/100 32, 36, 255 WAN3 10/100 Module 223 WAN3 Expansion Module 255 WAN3 Module 235 WAP WML 43, 45 WAP/WML 261 Warm Start 214 Watts 109, 235 WAV 137, 148, 163, 167, 170, 251 wav file 81, 140, 165, 170 waveform 170 We’ll 7 we’re 7 Web 7, 13, 169, 188, 198, 249 Logged 188, 249 Web Browser 261 Web Campaigns 238 Web Chat 188 Web Client 188 Web Scheduler 183, 188 Web Server 188 Web Server Operation 176 Web site 13 Web-based Conference 249 website URL 188 WECA 20 Week Planner 153 WEP 20, 60 WFM Interface 204 what’s 105 What's New 11 when 7 Whisper Announce 153, 172 White/Grey 71 Why 179 Wide Area Expansion 119 Wide Area Network 26, 28, 125, 130 Wide Area Networking Protocol 129 Width 62 WiFi 11, 15, 39, 58, 60, 61, 77, 251 Wi-Fi 58 Windows 14, 134, 143, 221, 238 Windows 2000 238 Windows 2000 Professional 238 Windows 2000 Server 238 Windows 2000 Server Active Directory 131 Windows 2000/2003 249 Windows 2000/2003/XP 204 Windows 2000/XP 238 Windows 2003 238 Windows 2003 Server 238 Windows 2003 server8 238 Windows 95 238 Windows 98 PCs 238 Windows Graphical User Interface 214 Windows ME 238 Windows Name Service 128 Windows Operating System Service Pack Support 238 Windows Operator Console 143 IP Office 143 Windows PC 15 Windows Server 2003 238 Windows Servers 238 Windows Small Business Server 2003 238 Windows XP 204, 238, 253 OS 238 Windows XP Home Edition 238 Windows XP Professional 238 Windows XP/2000 141, 238 Windows-based 7 Wink-Start 117 WINS 128 Wired Equivalent Privacy 20, 60 Wireless 20, 79, 257, 275 PCMCIA Slots 257 Wireless Access Points 15, 58 Wireless Ethernet Compatibility Alliance 20 meeting 20 Wireless Fidelity Wi-Fi 20 Wireless Fidelity Wi-Fi Compliance 20 Wireless Handset 249 Wireless IP Terminals 58 Wireless LAN Access Point 20 Wireless LAN Card 223 Wireless LAN's 20, 58 Wireless Module 237 Wireless Telephones 16, 39, 60, 77, 251 Wireless VoIP 16 wiring 26, 33, 109 closet/switch 109 With Avaya IP Office 115 Within Compact Contact Center 198 Within INTUITY 165 Within SoftConsole 143 Wizard Support 247 Embedded Voicemail 247 WLAN 109 WLAN Compatibility List 58 Word 188, 198 workers— 105 workers—while 115 workflow 153 workforce 163, 164 workgroups 14, 198 World 181 Rest 181 WorldCom 117 World-Wide Source 198 Crystal Training 198 Worst Case 109 Wrap Up 137 Wrap-Up 137 WS-X4148-RJ45V 109 WS-X6348-RJ45V 109 www.avaya.com 20, 130 domain’s IP 130 www.avaya.com/support 57 www.captaris.com 163, 164 www.crystal-reports.com 198 www.crystaltraining.com 198 www.devconnectprogram. com 207 www.equisys.com 163, 164 www.fenestrae.com 163, 164 www.gfi.com 163, 164 www.learningtree.com 198 www.spectralink.com/cons umer/support/index.jsp 58 X X IP400 Office Digital Station 30 229 X.21 119, 125, 128, 223, 237 X.21/V35 WAN 26, 28, 258, 259 X.25 129, 131 X21 20, 36 xDSL 128 XLS 11, 198 XM24 34, 274 XM24 DSS Unit 77 XXXXXXXXXX 102 Y Year 7 Yes 41 Yes - Supplied 43, 45 you’re 7 you… 7 Z Zetafax 163, 164, 247 Networks 163, 164 Zip Code/Postal Code 198 ©Copyright 2006 Avaya Inc. All rights reserved. Page 307 15-601041 - Issue 14d (30th November 2006) 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 2006 Avaya All rights reserved. Avaya Unit 1, 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/ipoffice/knowledgebase. IP Office 3.2 Product Description ©Copyright 2006 Avaya Inc. All rights reserved. Page 308 15-601041 - Issue 14d (30th November 2006)
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