Product description (English). Avaya IP Office R3.2 (техническое описание продукта)

Product description (English). Avaya IP Office R3.2 (техническое описание продукта)
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
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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
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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
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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
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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
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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
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Page 73
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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.
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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
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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.
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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
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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
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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
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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
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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
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Page 97
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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
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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
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Page 99
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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
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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
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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
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Page 102
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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
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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
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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
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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
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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.
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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
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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.
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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.
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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.
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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.
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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
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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
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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.
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IP Office Product Description
Internet Access
While the telephone is still the number one business communication tool, Internet access is becoming increasingly
important for business-to-business communications. The ability to send and receive email, is now considered
mandatory when dealing with many suppliers and customers, 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
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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.
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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.
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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.
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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.
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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
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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
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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
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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
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Page 134
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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
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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
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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.
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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
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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
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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
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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
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Page 141
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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.
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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
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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
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Page 145
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IP Office Product Description
•
Conferencing
Within SoftConsole, calls can be conferenced when held, or a conference can be created through the two
conference rooms:
•
Conference Held Calls
An operator can conference calls that are in the Held Panel. All calls in the Held Panel will be
conferenced.
•
Conference Room
An operator can configure up to two conference rooms including details on who is hosting the
conference plus the ability to send out invites to conference participants (automatic invites can be
generated in conjunction with Voicemail Pro, see 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
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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
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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
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Page 148
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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.
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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
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Page 151
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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.
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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
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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
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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
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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
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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
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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
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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.
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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.
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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
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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
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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.
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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.
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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
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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
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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
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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.
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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
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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.
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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
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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.
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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
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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
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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
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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.
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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
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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.
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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
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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
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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.
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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
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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
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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.
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14. Common Management Utilities
Introduction to IP Office Management Utilities
This section gives an overview of the management applications that are common to all IP Office platforms.
•
IP Office Manager
IP Office's main configuration tool.
•
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
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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
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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
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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
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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
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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.
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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
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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
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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.
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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
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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
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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.
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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.
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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
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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
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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
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Page 243
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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
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Page 244
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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
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Page 245
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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
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Page 246
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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
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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
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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
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Page 249
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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
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Page 250
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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Glossary
A
ANI: Automatic Number Identification (ANI). See CLIP
Assisted Transfer: A call transferred from voicemail, which if it returns again to voicemail, will return to
the previous position.
B
BACP: Bandwidth Allocation Control Protocol (BACP) is a protocol specification for PPP that allows
Multilink PPP routers to negotiate extra bandwidth dynamically over time. Using BACP, two routers can
dynamically connect extra "B" channels at times of higher load, then can drop the channels when they
are no longer needed. BACP is described in RFC2125.
BDC: Backup Domain Controller is a server in a network domain that keeps and uses a copy by a
computer without interrupting its current or primary task. For Windows NT Server domains, BDC refers to
a computer that receives a copy of the domain's security policy and domain database and authenticates
logons.
Blind Transfer: A call transferred 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
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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
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Glossary
G.729(a) 8K CS-ACELP: A VoIP compression mode. A fully compliant, real-time implementation of the
ITU-T fixed-point conjugate-structure, algebraic code-excited linear prediction (CS-ACELP) speech
coding algorithm. The CS-ACELP operates at 8Kkbps. The coder processes 10 millisecond frames of
speech sampled at an 8 kHz rate, which together with a 5 millisecond look-ahead results in a total
algorithmic delay of 15 milliseconds. For each frame of 80 samples of 16-bit linear PCM data, the coder
outputs five 16-bit words. Applications using the G.729 vocoder include digital telephony, satellite and
wireless communications.
Gatekeeper: An H.323 entity that provides address translation, controls access, and sometimes
bandwidth management to the LAN for H.323 terminals, Gateways, and Multipoint Control Units. IP
Office units can register themselves with multiple external H.323 gatekeepers.
GUI: Graphical User Interface.
H
H.323 VoIP: Allows voice and data traffic to be networked between systems. Connections between
platforms across the WAN, at speeds up to 2.048Mbps (in conjunction with the Voice Compression
Module), or across the LAN at 10 or 100 Mbps. Multiple WAN links maybe supported utilizing the
optional WAN3 modules. Also allows telephone calls to be made from PCs running Microsoft's
NetMeeting when fitted with a sound card, speakers and microphone. Calls can be made between PCs
or to standard analog or digital telephones. Please note that at this point in time, we do not consider
NetMeeting to offer a Toll Quality voice service. The addition of the IP Telephony Extensions to the
H.323 Gateway protocol allows physical H.323compliant IP "Hardphones" and PC based, IP "Softphone"
applications to make and receive phone calls.
H.450: VoIP Supplementary Services H.450 provides extended features within H.323 based VoIP
networks similar in concept to QSig within ISDN.
HTML: Hyper Text Markup Language, the authoring language used to create hypertext documents for
the World Wide Web.
HTTP: Hyper Text Transfer Protocol, the application protocol for moving hypertext files across the
Internet. The protocol requires an HTTP client program on one end of a connection and an HTTP server
program on the other.
I
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.
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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
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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
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Product Description
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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
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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.
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Product Description
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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.
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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.
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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.
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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.
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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.
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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
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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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