1 2007 Avaya Inc. All rights reserved. Avaya IP Office Delivering Intelligent Communications to Small Businesses
Mar 26, 2015
1© 2007 Avaya Inc. All rights reserved.
Avaya IP OfficeAvaya IP OfficeDelivering Intelligent Communicationsto Small Businesses
2© 2007 Avaya Inc. All rights reserved.
Main Menu
Introduction to IP Office
IP Office Platform Models
IP Office as a Voice Platform
IP Office as a Messaging Solution
IP Office as a Conferencing Solution
IP Office Productivity Applications
– Including Unified Communications
IP Office Voice Networking
IP Office as a Contact Center Platform
IP Office Management & Administration
3© 2007 Avaya Inc. All rights reserved.
Introduction to IP OfficeIntroduction to IP Office
4© 2007 Avaya Inc. All rights reserved.
Agenda
Avaya IP Office – a proven solution
Benefits of Convergence
IP Office - family overview
IP Office - platform overview
Ease of Management
SIP for the Small Business
Partnerships for the Small Business
Summary
5© 2007 Avaya Inc. All rights reserved.
Avaya IP Office Serves Small Business SuccessfullyA Proven Solution with Market Momentum
130,000 Systems shipped Millions of customers served worldwide
Across all types of businesses
130,000 Systems shipped Millions of customers served worldwide
Across all types of businesses
“Twelve months ago, we were failing to answer any calls in less than 30
seconds.Now, 89% are handled in this time. Back in 2004, only 10% of all calls
were even answered at all, now, we are unlucky if we lose even 1% of
calls. Toby Selix, CIO, Blood Diagnostics, Inc.
6© 2007 Avaya Inc. All rights reserved.
Major Vendor Positions through Calendar 2007in Worldwide Business Communications Segments
PctPositionPctPositionPctPositionPctPositionPctPositionPeriodMetricTelephony
Enterprise Telephony [1] Revenues 2007 #1 20% #5 7% #4 10% #3 11% #2 16%
Lines 2007 #2 11% #5 8% #3 10% #1 13% #4 10%
IP Telephony [2] Revenues 2007 #1 24% #4 10% #2 24% #3 14% #5 9%
Converged Telephony [2]
Lines 2007 #2 20% #4 10% #1 22% #3 16% #5 9%
Revenues 2007 #1 37% #3 16% #7 2% #2 16% #4 14%
Applications*
Contact Centers [3] Agents 2006 #1 40% #7 4% #4 8% #2 13% #9 3%
Enterprise Messaging [5] Revenues 2006 #1 26% #6 5% #3 14% #2 24% N/A N/A
Unified Messaging [6] Revenues 2006 #1 25% N/A N/A #3 19% #2 22% #5 7%
Audio Conferencing [4] Revenues 2006 #1 30% N/A N/A #2 22% NA NA NA NA
Services
WW CPE Maintenance** [7] Revenues 2006 #3 6% #11 2% N/A N/A N/A N/A #5 3%
Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007;[4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007
Notes: * Applications results for Alcatel/Lucent contain only those specifically listed as such ** Includes Product Support and Professional Services of CPE; Siemens includes Communications and IT Solutions & Services divisions
Synergy Research has revised Siemens’ current and historical line shipments, increasing total lines and shifting more to IP from TDM; the net effect of this revision is to lower IP Telephony market share for all other vendors.
Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without
influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp
LeaderLeader
7© 2007 Avaya Inc. All rights reserved.
Growth through Acquisition and PartnershipVPNet Technologies
Cyber IQ Systems
Quintus Corporation
Vista Information Technologies
Expanets
Tata Telecom
Spectel
Tenovis
Route Science
Nimcat Networks
20022001 2003 2004 2005 2006
Traverse Networks
2007
8© 2007 Avaya Inc. All rights reserved.
Award-Winning Avaya IP Office
Best In Test,Best In Test,April 2004April 2004
Ranked Avaya’s SMB IP-PBX #1 overall
February 2004
Presented Avaya with 2003
Market Leadership Award for Total Asia Pacific iCRM
January 2004
"CRM Excellence" Award
2004
2006
2006
2007
2004
9© 2007 Avaya Inc. All rights reserved.
What Is IP Office?
IP Office is a converged communications solution that uses IP telephony to deliver intelligent communications enabling you to …
Reduce costs
Reduce travel, consolidate
billing, retain labor poll and
more
Increase Productivity
Work from anywhere
and be more responsive
Improve Customer
Service
Provide callers with
valuable information and access
to information
10© 2007 Avaya Inc. All rights reserved.
Benefits of IP Telephony & Convergence
IP offers new ways of working:
– Integrating the phone into business systems
– Home-workers, remote work staff
– Virtual enterprise
Reduced costs of ownership:
– Single cabling infrastructure for voice & data
– Single point of administration & remotemaintenance via LAN, WAN or RAS
– Multiple single-skilled support personnel replacedby single multi-skilled voice/data staff
– Reduced moves/adds/changes via dynamic IP addressing
Optimisation of ISDN & WAN leased lines:
– One link to public network saves rental costs
– Dynamic bandwidth allocation for voice & data
– Reduced costs via VoIP – voice travels ‘‘free’’ on the data link
11© 2007 Avaya Inc. All rights reserved.
The Easy Way…The Easy Way…The Hard Way…The Hard Way…
How Can You Take Advantage of Convergence?
DHCPServer
H.323Gatekeeper
Router
Firewall
Remote Access Server
Data Hub
PBX
PBXH.323 GatewayH.323 GatekeeperData Hub / SwitchWAN edge deviceRemote Access ServerDHCP ServerFirewallRouterInternet Access
Single solution to purchase & installSingle management interfaceSingle maintenance contract
Internet
DataNetwork
Public VoiceNetwork
12© 2007 Avaya Inc. All rights reserved.
The IP Office Family
IP Office 412
Up to 360 extensions, 4 T1s,Analog Trunks and SIP Trunks
IP Office 500
Up to 272 extensions, 8 T1s,Analog Trunks, and SIP Trunks
13© 2007 Avaya Inc. All rights reserved.
IP Office: A Solutions Platform
Core SoftwareKey/Hybrid/PBX
2-360 Extensions
Internet Access Router
ISDN & Analog Trunks
LAN and Hub Switch
Remote Access Server
Firewall
H.323 Gateway &
Gatekeeper
Internet Access Router
VPN Support
ApplicationsUnified CommunicationsAuto AttendantVoice MessagingUnified MessagingOperator PositionsContact CenterCustomer ManagementConferencingCall RecordingCall AccountingText-to-SpeechIP TelephonyComputer TelephonyIVR
14© 2007 Avaya Inc. All rights reserved.
IP Office: An Applications Platform
SoftConsole
VoiceMail Pro
Manager
Queue Manager
Conferencing
System Status
Compact Contact
Center
Unified Messaging
Phone Manager
15© 2007 Avaya Inc. All rights reserved.
IP Office: A Voice Communications Solution
Full telephony functionality
Functions as a key system or IP PBX
BRI, PRI, Analog, E1/T1, and SIP
2 to 360 extensions
Analog, digital, IP and wireless telephones for on-site and remote staff
VoiceMail Pro & Automated Attendant
Hunt groups and automatic call distribution (ACD)
Alternate call routing
Standards-based networking
Conference bridge--up to 64 partiessimultaneously in many combinations
ISDNAnalogE1/T1SIP
16© 2007 Avaya Inc. All rights reserved.
Application “Product Tours”
Selected from the “Help”menu in the application
As mouse moves over regions on screen, explanations appear –similar to Tool Tips
Tours available for
– Phone Manager
– SoftConsole
– VoiceMail Pro
– Conferencing
– Customer Management
– Call Recording
– Manager
17© 2007 Avaya Inc. All rights reserved.
IP Office Management & AdministrationEase of use:
Single Management interface for PBX, voicemail and data routing
Intuitive Windows-based console
On-line Tutorial Documentation
Designed to minimize skill-set required reducing administration costs
Centralized Management: One console can manage multiple sites
Off-line & remote programming (LAN, WAN or via analog modem)
Proactive SNMP polling for remote administration
Forced back-up for disaster recovery
Automated software recovery
Audit Trail
Password protected & User defined rights
Remote feature activation
18© 2007 Avaya Inc. All rights reserved.
Reduce Calling Costs and Risk For Small Business
Free site to site calls within a network - ‘on net’
Number portability and virtual numbers – – Move premises and still appear local!
No need for SIP phone as IP Office acts as a SIP gateway – works with all digital, IP and analog telephones
Half the Price* 24-channel T1:
~$600-$700
24 SIP Trunks: ~$350
Half the Price* 24-channel T1:
~$600-$700
24 SIP Trunks: ~$350
SIPProvider
SIPProvider
T1/E1/ISDN
Provider
T1/E1/ISDN
Provider
AnalogProviderAnalog
Provider
IP DECT
IP phone
Digital phone
Analog phone
Based on US Dollars
19© 2007 Avaya Inc. All rights reserved.
Summit X450e-24p/48p
SMB POE Performance Offer
SMB POE Value Offer
SMB LAN Value Offer
Summit 300-24Summit 200-24/48
Extreme Networks Summit Solution Offers
WAN
10/100 Ethernet switch24 & 48 port variantsNo PoEConvergence grade hardwareUniStack™ stacking for management simplicity
10/100 Ethernet switch24 port variant onlyFull PoE on every portBased on Standard Extreme O/SUnified Access connectivityfor integrated wired/wireless& IP telephonyUniStack™ stacking
10/100/1000 Ethernet switch24 & 48 port variantsFull PoE on every portBased on Advanced Extreme O/SAdvanced traffic management with resiliency, comprehensive security Stacking
20© 2007 Avaya Inc. All rights reserved.
And it has lots of added value:And it has lots of added value:Networking transparency
Audio Control Conferencing
Remote worker solutions
CTI & ISV Developers Program
IP Telephony
VoIP Gateway & Gatekeeper
VPN support
Desktop Communications Solutions
Robust Messaging
Conditions-based Auto Attendant
Unified Messaging
Personal Numbering
Contact Center
Data Hub
WAN edge device
Remote Access Server
DHCP Server
Firewall
Router
Internet access
RIP-2 protocol support
IP Office SummaryIt’s a simple solution for any Small Business:
– PBX, Key system, Internet access, voicemail
ISP
ISDN dial-up, Leased-line
or xDSL
InternetAccess
Network Server
Remote Office Router
Remote Office
WAN
InternetAnalog Modem
ISDN TAISDN Router
Mobile Phone
Remote AccessServer
ISN, T1 GSM, TDMACDMA
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21© 2007 Avaya Inc. All rights reserved.
IP Office Platform ModelsIP Office Platform Models
22© 2007 Avaya Inc. All rights reserved.
Agenda
IP Office 412 details
IP Office 500 details
Optional Hardware
23© 2007 Avaya Inc. All rights reserved.
IP Office 412 Detailed Technical Information
External relay driver output
Internal/External Music-On-Hold
Hardware-based data compression
Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec
Remote Access Server
Up to 360 combined analog, digital, IP, and Wireless endpoint support (12 expansion modules)
Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP
Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc.
Conference bridge (Up to 2 x 64 parties)
2 independent 10/100Mbps LAN ports (Layer 3) for Firewall separation 100 data channels
Integrated serial WAN port
• Native VoIP: requires Voice Compression Module (up to 60 VoIP compression channels)
24© 2007 Avaya Inc. All rights reserved.
IP Office 500 Detailed Technical Information
External relay driver output
Internal/External Music-On-Hold (supports 4 sources; 3 internal/1 external)
Hardware-based and Software-based data compression
Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec
Remote Access Server
Up to 272 combined analog, digital and IP endpoint support (8 expansion modules)
Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP
Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc.
2 x 10/100Mbps LAN Switch ports (Layer 3)
48 data channels
Native VoIP: requires Voice Compression Module (up to 128 VoIP compression channels)
25© 2007 Avaya Inc. All rights reserved.
Ideal for Small BusinessesMakes Both Capacity and Functionality Upgrades Easy
Compact Flash (Embedded
Messaging, Music On Hold)
Up to 8 expansion modules
LAN/WAN (Ethernet)
Smart Card for feature key
External Relay control
External Music on Hold
Universal slot interface (4)
26© 2007 Avaya Inc. All rights reserved.
Avaya IP Office 500How Would You Like Yours?
*Not available in North America
TAKE A LOOK UNDER THE HOOD
Range of interface modules:– Base cards
• 8 Port Digital Station• 2 Port Phone Station• 8 Port Phone Station• 32 Channel VCM Module • 64 Channel VCM Module
Variety of Trunk ‘Daughter cards’ Fit securely on top of a base card in the same slot Saves valuable real estate & cost
– 4 Port Analog Trunk Module– 2 or 4 Port BRI*
(4 or 8 channels)
• Secure ‘Smartcard’ for operation and Licensing
27© 2007 Avaya Inc. All rights reserved.
Avaya IP Office 500Start With What You Need…
And easily add as you grow
A range of expansion modulesto add capacity as your business grows
– Digital handsets, analog devices(faxes, modems etc), analog trunks
28© 2007 Avaya Inc. All rights reserved.
IP Office 500 – System CapacitiesControl unit Extension Capacity 32
Digital Station (DS) Ports 24
Analog Phone (PHONE) Ports 32
System Extension Capacity 272
Digital Phones only 264
Analog Phones only 272
IP Phones only 272
Max IP500 Trunk Capacity 264
Analog trunks (control unit / maximum) 16 / 144
BRI trunks 32
T1/E1 trunks 192/240
SIP trunks 128
Maximum voice compression channels 128
Messaging & Conferencing capacity
Embedded Voicemail 4
VoiceMail Pro 30
Conferencing 64
29© 2007 Avaya Inc. All rights reserved.
IP Office Expansion ModulesDetailed Information
•Available in North America only
IP Office 412: up to 12 expansion modulesIP Office 500: up to 8 expansion modules
IP Office 412: up to 12 expansion modulesIP Office 500: up to 8 expansion modules
Analog Trunks16 Loop/Ground Start (Ground Start available in US only) (includes 2 power fail circuits)
Digital Station (DS) Avaya 2400 / 4400* / 5400 / 6400 series phones
Analog Terminals Analog terminals / Fax / Modem
Interfaces So8ISDN terminals / Group 4 fax / Video
WAN 33 WAN ports X.21 / V.35 / V.24
Note: WAN-3 does NOT use an expansion slot
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30© 2007 Avaya Inc. All rights reserved.
IP Office as a Voice PlatformIP Office as a Voice Platform• Look More Professional
• Integrate Applications
31© 2007 Avaya Inc. All rights reserved.
Agenda
Intelligent voice communication solution
IP telephony
State-of-the-art telephones
– Desktop
– Wireless
32© 2007 Avaya Inc. All rights reserved.
It’s a Voice Communication SolutionFull telephony functionality
Functions as a key system or IP PBX
PRI/T1/EI, BRI, analog trunks and SIP
2 to 360 extensions
Analog, digital, IP and wireless endpoint support
Unified Communications – Twinning — between desk phone and external device (i.e. mobile phone) with call
control
– Graphical User interface for making & receiving calls on mobile device through IP Office
Voice Messaging options including Voicemail to Email, Email Reading, Fax Messaging
Built in hunt group and automatic call distribution (ACD)
Alternate call routing
Standard based networking (VoIP & QSIG)
Robust IP Office Networking
Conference bridge — up to 64 parties simultaneouslyin many combinations
DigitalTerminal
ISDNAnalog
IPSIP
IP Terminal
Wireless Terminal
AnalogT1/EIBRISIP
33© 2007 Avaya Inc. All rights reserved.
IP Telephony – LAN & WANAvaya IP Office offers:
– Integral H.323 Gatekeeper
– Integral H.323 Gateway
Avaya IP Office supports DiffServ to enable QoS over the WAN
LAN Switch can set 802.1p on IP Office LAN ports
Simplifies the deployment of new convergence technology
IP Office is also compatible with industry standard layer 2/3 switches
Also complementary to Avaya Secure Gateways for security
IP Phones
Avaya IP Office + LAN Switch
IP Phones
IP Public orPrivate Network
Avaya IP Office + LAN Switch
34© 2007 Avaya Inc. All rights reserved.
Telephones At-A-Glance
* Regional availability
Avaya IP Office - Analog Telephone supportAnalog Telephones and Fax machines (industry standard)
InterQuartz* Analog phones
Avaya IP Office - Digital Telephone supportAvaya 2400, 4400*, 5400, 6400 and T3* series Digital Telephones
Avaya IP Office – IP Telephone SupportAvaya 4600, 5600, and T3* series IP Telephones
VPN Phones for remote workers
Avaya IP Office – Screen phonesSupports Phone Manager PC Softphone
Avaya IP Office - ISDN Extension supportSupport for up to 8 BRI loops for video-conference, Group 4 faxor ISDN terminals
Avaya IP Office – Wireless/DECT Telephone supportAvaya 3616, 3641, and 3645 Wireless Telephones
Avaya 3701/3711 IP DECT Telephones (EMEA & APAC); 3711*
Avaya 3810*
35© 2007 Avaya Inc. All rights reserved.
“I just walk up to a phone in a lobby, store or common area, and require a simple experience.”
Walk Up Everyday
“I work with a number of communications alternatives, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks.”
Receptionist/Assistant
“I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people.”
Executive
I am constantly on the phone, often handlingmultiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me.”
Choice of Telephones Based on user profile research – “designed by and for users”
Examples: Sales Executive, Banker, Lawyer, Project leader
Examples: Customer, Visitor Examples: Engineer, Accountant
Examples: Executive Assistant, Receptionist
36© 2007 Avaya Inc. All rights reserved.
“I just walk up to a phone in a lobby, store or common area, and require a simple experience.”
Walk Up Profile
Examples: Customer, Visitor
Ideal for common areas as well as everyday users
– Lobby, break rooms, warehouse, drop-in cubicles
Display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, and more!Hearing aid compatibleWall mountableIdeal for use with Phone Manager for very basic Everyday profile
* Regional availability
Telephone models include:• 2402• 5402• 4602• 5602• T3 Compact*
37© 2007 Avaya Inc. All rights reserved.
Everyday Profile
“I work with a number of communication devices, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks.”
Examples: Engineer, Accountant
For the casual telephone user with basic telephony needs
– Office clerk, sales person, for small office or cubicle, retail location
Larger display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, Hearing aid compatible and more!Two-way speakerphoneSpeed Dial and Call LogHeadset supportWall mountable
Telephone models include:• 2410• 5410• 4610• 5610• T3 Classic*
* Regional availability
38© 2007 Avaya Inc. All rights reserved.
Ideal for the executive user with high calling volumes
Largest display, including backlit models for improved contrast
Color display model available
Additional programmable buttons, greater number of speed dials and call log entries
IP phones web browser capable
Executive Profile
I am constantly on the phone, often handlingmultiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me.”
Examples: Sales Executive, Banker, Lawyer, Project leader
Telephone models include:• 2420• 5420• 4621• 4625• 5621• T3 Comfort*
* Regional availability
39© 2007 Avaya Inc. All rights reserved.
Receptionist/Assistant Profile
“I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people.”
Examples: Executive Assistant, Receptionist
Designed for receptionists, executive assistant or department manager
Largest display, including backlit options for improved contrast
Color display model available
Easy “one touch” access to many capabilities for efficient call handling
Expansion Module support for quick, at-a-glance status information
Headset support
Telephone models include:• 2420 with EU24• 5420 with EU24• 4621 with EU24 BL• 4625 with EU24 BL• 5621 with EU24 BL• T3 Comfort with DSS*
* Regional availability
40© 2007 Avaya Inc. All rights reserved.
Investment Protection2400, 4400, 4600, 6400, and T3 Series
All the features you need for efficient communications
2400, 6400, & 4600 Series compatible with
– Avaya Communication Manager
– MultiVantage systems
4400 Series are compatible with MERLIN MAGIX® systems
T3 Series are compatible with Integral 5
2420Digital Telephone
4406D+Digital Telephone
6424D+MDigital Telephone
4620 IP Telephone
EU24: Expansion module for 2420 & 4620
41© 2007 Avaya Inc. All rights reserved.
Avaya IP Office Wireless / WiFi / DECT OptionsWireless Hardphone Options
Avaya 3616, 3641, and 3645 wireless telephones (global)
Avaya 3701 and 3711 IP DECT phones (EMEA & APAC); 3711 (N. America)
Avaya 3810 wireless telephone (US only)
The functionality of a deskphone in a wireless handset
Multi-line access, Caller ID, Hold, Message waiting notification
Keeps you connected all over your premises—where even cell phones won’t
Attach a headset to the handset and enjoy hands-free mobility
Avaya Wireless Softphone Solution
Provides functionality of a desktop phone without wiresor need for a separate telephone
Avaya Wireless IP Deskset
Using a D-Link Wi-Fi access point in conjunction with an
Avaya IP desk phone
Ideal in areas where wiring is difficult (i.e. warehouses)
42© 2007 Avaya Inc. All rights reserved.
Avaya one-X™ Mobile Client for Small Business
Make & Receive calls through IP Office 500 and your compatible mobile device providing
– Call Control
– Cost Savings
Available with
– Symbian Single Mode Version 4.0
– Windows Mobile Version 5.0
– Windows Mobile Version 6.0
43© 2007 Avaya Inc. All rights reserved.
Without Avaya one-X Mobile Client =
International Mobile Call
With Avaya one-X Mobile Client = Local
Call
IP Call
Mobile
44© 2007 Avaya Inc. All rights reserved.
Roaming between Offices
DECT 3701/ 3711 Phone
Ethernet
MobilityManagement
Handover
IP DECT RFP
Extension Twinning
IP DECT with IP Office
Illuminated Graphic Display
Light Weight (140 gr.)
Loudspeaker for hands free
Name Directory
Redial List
Caller List
Ringer Melodies
Multiple Languages
WANIP
45© 2007 Avaya Inc. All rights reserved.
Analog Phone for Hotels
InterQuartz Voyager 9281Designed to meet the needs of the hotel marketA modem port for laptop connection 10 non-volatile memories for personalised hotelfacility direct dial access, i.e. reception, health
centre, garage, room service, etc. – Facilities can be identified by the use of icons printed onto
the specially designed paper, which is protected by a see-through plastic overlay
– There is also ample space for own branding to help ensure a truly corporate look for the telephone
Message Waiting IndicationProgrammable feature keysQoS enabledA choice of powering methodsCompatible with Microsoft NetMeeting® collaboration software
Voyager 9281
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46© 2007 Avaya Inc. All rights reserved.
IP Office as a Messaging SolutionIP Office as a Messaging Solution• Improve Customer Satisfaction
• Work From Anywhere
47© 2007 Avaya Inc. All rights reserved.
Agenda
Messaging options
Messaging & Mobility
Messaging & Customer Service
Message Management
– Voicemail to Email
– Email reading
– Respond to Email
– Fax messaging
– Unified Messaging Service
Networked Messaging
48© 2007 Avaya Inc. All rights reserved.
IP Office Messaging Options
Embedded Voicemail
– Available for IP Office 500 system
– Voicemail to Email presentation, Visual Voice, & more!
VoiceMail Lite
– PC-based software solution
VoiceMail Pro
– PC-based scalable messaging solution
– Robust Automated Attendant
– Built-in Call Recording
– Voicemail to Email presentation
– Provides for advanced applications
• IVR
• Text-to-Speech, including email reading
• Unified Messaging
VoiceMail Pro
Embedded Voicemail
49© 2007 Avaya Inc. All rights reserved.
IP Office Messaging Options
Networked Voicemail Systems– Network Avaya voicemail systems into a single virtual system
Centralized Voicemail– Utilize a single voicemail system to service multiple sites
– IP Office Small Community Network using Avaya VoiceMail Pro
– Mixed IP Office and Communication Manager network using INTUITY™ AUDIX® or Modular Messaging
IP
VoiceMail Pro
50© 2007 Avaya Inc. All rights reserved.
Embedded Voicemail
4 ports & 15 hours storage
Visual Voice
Simple Announcements
Sub-menus within Automated Attendant
Message Forwarding with Pre-Pending
Call-Back Sender (Caller ID required)
Fast Forward, Rewind & Skip
3 Voicemail Reception Destinations (Personal Attendant)
Fax Tone Detection & Routing
Voicemail to Email presentation
Embedded Voicemail
51© 2007 Avaya Inc. All rights reserved.
Simplifying Message HandlingVisual Voice
Context sensitive keys
– Guides the user through the voice ‘menus’
– Minimizes training
– Available on all large screen phones
52© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro Standard Capabilities
Scalable to 30 ports
Flexible Multi-level Automated Attendant
Personal numbering with remote control
Multiple personal greetings
Personal distribution lists
Sophisticated call queuing
– Estimated Time to Answer and Position in Queue
– Remote Queuing for distributed groups
Multiple language support
Cascaded Out Calling
Visual Voice
53© 2007 Avaya Inc. All rights reserved.
VoiceMail ProAutomated Attendant
Offers back-up to human operators during high traffic or out-of-hours
Dial by name: Dial the extension/department they require by their name
Dial by number: Dial the extension/department they require by their extension number
Listen to announcements orinformational messages (e.g. opening hours,directions)
Easy to set up intuitive Windows interface (import / export)
54© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro…Much More Than Voicemail
Avaya IP Office VoiceMail Pro
Messaging & Mobility
Automated Attendant
Unified Messaging- Synchronization of emails & voicemails
Fax Messaging & forwarding
Email Reading - Text To Speech
Networked Messaging- Forward voicemails to external systems
Centralized Voicemail
Customer Service
Campaign Manager
Call Recording
Contact Store- Search & Replayof Recordings
Text-to-Speech
Interactive VoiceResponse
55© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro Always In Touch With Your Customer
Choices of voicemail notifications (Phone Manager, LED, email or SMS) means you never miss important voicemail wherever you may be
Email synchronization with Unified Messaging Service
VoiceMail Pro also offers an INTUITY® user interface for customers who are used to DEFINITY® VoiceMail—supports mailbox control via Phone Manager
Choices of voicemail notifications (Phone Manager, LED, email or SMS) means you never miss important voicemail wherever you may be
Email synchronization with Unified Messaging Service
VoiceMail Pro also offers an INTUITY® user interface for customers who are used to DEFINITY® VoiceMail—supports mailbox control via Phone Manager
In the Office:• LED on your terminal • Alert on Phone Manager• Email within Outlook
VoiceMail Pro
VoiceMail Proanswers the
call on no answer
Incoming Call
Email alert/message at home
SMS alerton your GSM
Email alert/messageon the road
ISDN
56© 2007 Avaya Inc. All rights reserved.
Unified Messaging Service
Unified Messaging Service– Synchronization with IMAP4 clients (e.g. Outlook, Outlook Express)– New messages populated in a new Inbox created for the IMAP Client. – Messages are synchronised and will remove the telephone message waiting light when opened
!
New Messages
Priority Messages
Read Messages
57© 2007 Avaya Inc. All rights reserved.
Unified Messaging ServiceWeb Browser access to Voice Messages
Unified Messaging Service– Specific features available when message selected– Saved messages have disk Icon – Click on the Message to Listen via Phone or Windows Media Player
Fax Messaging– External fax server via analog modems or basic rate ISDN– Automatic fax detection and routing– Alternatively fax messaging service hosted by ISP
58© 2007 Avaya Inc. All rights reserved.
In the Office:• LED on your Phone • Alert on Phone Manager• Email within Outlook
Enhance Employee ProductivityIP Office VoiceMail Pro – “Listen To Email”
Choice of voicemail notifications
Reply to email with voice message
Choice of voicemail notifications
Reply to email with voice message
Network Email alert/message on the road
Email alert or message at home
• SMS alert onyour GSM
• Listen To Email
Email Header Information:
• Press 0 to listen• Press # for next
message• Press *3 to delete
Important messages receive prompt attention
Increased employee productivity
Increased mobility
Key Business Benefits
VoiceMail Proanswers the
call on no answer
Network
Incoming Call
VoiceMail Pro
59© 2007 Avaya Inc. All rights reserved.
Networked Messaging
Between VoiceMail Pro systems, users can – record & send voicemails– listen & forward voicemails
Also enables message transfer to other Avaya messaging platforms through Avaya Interchange®/S3210/S3400
Avaya IP Office
IP Office VoiceMail Pro
Server
Leaves message
for ext. 3000
Ext. 2000Ext. 3000
IP OfficeVoiceMail Pro
Server
Avaya IP Office
Easy implementationand integration with existing messaging platforms
Improved handlingof calls with customers and suppliers
Increased employee productivity
Key Business Benefits
Public orPrivate Network
Back to Main MenuBack to Main Menu
60© 2007 Avaya Inc. All rights reserved.
IP Office as a Conferencing SolutionIP Office as a Conferencing Solution
• Host Conferences
61© 2007 Avaya Inc. All rights reserved.
Agenda
IP Office Conferencing
Secure audio conference calls
Reduce – even eliminate – conference services
– Scheduler
– Web Client
• View
• Chat
• Vote
• Whisper
62© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro
New York Office
Sales Director
Purchasing Manager
London Office
IP Office Conferencing
No special conferencing equipment required (up to 2 x 64 parties on IP Office 412)
Ease of use (simply dial the DID number allocated to parties on the conference bridge)
VoiceMail Pro provides PIN code check for security as well as guidance prompts
Supplier
ISDNT1 / E1 / IP
Mobile Worker
Home Worker
Please enter your PIN code
63© 2007 Avaya Inc. All rights reserved.
Easy Call Set-up & Control for Conferences
VoiceMail Pro complements conference bridgeon IP Office by adding:
– Guidance prompts to inform callers(e.g. select a conference from a menu)
– PIN codes for security
– Option to transfer to the Operator(should the caller encounter difficulties)
– Routing calls to conference based on Time & Date
– CLI/ANI checking for advanced security
– Recording of conference calls for replay or absent participants (as WAV files)
64© 2007 Avaya Inc. All rights reserved.
Conferencing Center:Management through Scheduler
schedule conferences for a future date and time
notifications sent via email
Audio control for the Host
Speak & Listen privileges
Listen only
Modify privilege during conference
Host can push presentation to Participants’ desktop
SoftConsole ability to set up an Ad Hoc Conference
pointing and clicking BLF names
phoning external delegates
VoiceMail Pro
Soft Console
IP Office
Web Browser
• Web-based Reservations*• Email Confirmation*• Voting*• Presentation area*Real time
conference supervision and control • Guidance
• PIN codes
• IP Office 412 = 2x64 Party• IP Office 500 = 64 Party
Conferencing Center
Real time conference supervision and control
Public/PrivateTDM/FR/IP
Increased employee productivity
Improved handling of calls with suppliers and customers
Benefits
65© 2007 Avaya Inc. All rights reserved.
Host can modify participant status to
“Listen only” or “Speak & Listen”Web chat & voting
communication with conference
host
Documents viewed after Upload using
convenient convert tool
66© 2007 Avaya Inc. All rights reserved.
Conferencing Center Web Schedulingand Address Book
Easy Conference set up with intuitive Scheduler interface
Save Conference Templates to reduce time when booking recurrent conferences
Local address book
– Internal contacts
– External Contacts (external users on IP Office system directory)
– My Contacts (personal contacts for regular used participants)
Back to Main MenuBack to Main Menu
67© 2007 Avaya Inc. All rights reserved.
IP Office Productivity ApplicationsIP Office Productivity Applications• Work From Anywhere
• Connect Faster
• Improve Customer Service
• Control Costs
• Improve Employee Work/Life Balance
68© 2007 Avaya Inc. All rights reserved.
Agenda
Unified Communications for Small Business
Desktop communications solutions for staff
– Phone Manager Lite
– Phone Manager Pro
– Phone Manager PC Softphone
Desktop communications solutions for
Receptionists & Operators
– SoftConsole
69© 2007 Avaya Inc. All rights reserved.
Recruiting & RetainingThe Right People
EnsuringResponsiveness
CuttingExpenses
Your Business Challenges
Keeping ProductivityHigh
70© 2007 Avaya Inc. All rights reserved.
Flexible schedules ranks higher than compensation for most employees
Remote workers save businesses an average of $5K/year in facilities costs
Businesses lose $2K/year per employee when they feel obligated to be in office
Did You Know?Facts About Productivity, Savings and Employee Loyalty
Employee Loyalty & Morale
Flexible Work Arrangements
Real Estate Costs
Working home one day a week saves 78 gallons of gas per year
Average daily commute of 40-minutes equates to eight working weeks/year
Remote workers save $2.5–$11K per year; up to $16K in salary per year
Environmental Impact
Full-Time Teleworkers
Commuting Hurts Productivity
71© 2007 Avaya Inc. All rights reserved.
What is Unified Communications?
Be reached anytime, anywhere you want to be
reached
Communicate using the most appropriate device
Boost productivity, efficiency, customer service
72© 2007 Avaya Inc. All rights reserved.
Delivers Real-Time Responsiveness
Help Ensure Non-Stop Productivity
Enables Full-Time Telework
A Unique and Powerful Solution that…
Unified Communications (UC)For Small Business
73© 2007 Avaya Inc. All rights reserved.
Delivers Real-Time Responsiveness
to Employees & Customers, Wherever They Are
Missed calls, phone tag, voice mail
Slow decision-making, frustrated customers
Missed transactions, lost revenue
• Employees receive all calls at their desktop and mobile phone simultaneously
• Easier for customers to reach key employees with just one number to call
• Customer satisfaction & loyalty increases
• Deals close faster to improve win rate
Out of the Office Doesn’t Have to Mean Out of Touch
74© 2007 Avaya Inc. All rights reserved.
When your desk phone rings, so does your mobile phone
Transfer from mobile to office phone and not drop the call
Reduce mobile phone charges and leverage IP Office features
Single place to pick up all voice messages
Real Time ResponsivenessReduce risk of missed calls & lost revenue
75© 2007 Avaya Inc. All rights reserved.
Mobile TwinningWorks with any external telephone (e.g. cell/mobile phone, home phone, etc)
Calls alert at both devices when office number is called
Caller ID can be passed to external device (if allowedby the Service Provider) to greet caller accordingly
Caller
Mobile Twinning alerts user while out-of-office
Office Phone
Keep employees in touch even when they’re away from their desk
Offers ONE number approach for easy contact anywhere, anytime
Reduce costs by leveraging your existing mobile infrastructure
Benefits
76© 2007 Avaya Inc. All rights reserved.
Mobile TwinningWorks with any external telephone (e.g., cell/mobile phone, home phone)
Calls alert at both devices when office number is called
Caller ID can be passed to external device (if allowedby the Service Provider) to greet caller accordingly
BLF shows Busy even if answered on Twinnedexternal phone
Follows IP Office call routing (e.g. voicemail)if call not answered
Caller
Office Phone shows Busy for user
Keep employees in touch even when they’re away from their desk
Offers ONE number approach for easy contact anywhere anytime
Reduce costs by leveraging your existing mobile infrastructure
Benefits
User answers call on his Mobile/Cell phone
77© 2007 Avaya Inc. All rights reserved.
Mobile TwinningWorks with any external telephone (e.g. cell/mobile phone, home phone, etc)
Calls alert at both devices when office number is called
Caller ID can be passed to external device (if allowedby the Service Provider) to greet caller accordingly
BLF shows Busy even if answered on Twinnedexternal phone
Follows IP Office call routing (e.g. voicemail)if call not answered
Caller
User picks up twinned call on his Office phone
Keep employees in touch even when they’re away from their desk
Offers ONE number approach for easy contact anywhere anytime
Reduce costs by leveraging your existing mobile infrastructure
Benefits
User can retrieve twinned call by pressing key on office phone to save call costs & access IP Office features
User can retrieve twinned call by pressing key on office phone to save call costs & access IP Office features
78© 2007 Avaya Inc. All rights reserved.
Mobile Call ControlIf answered on remote device, the user can
– Place caller on hold
– Transfer caller to another extension
– Toggle between calls
– Set up conference calls
– Call Record (with VoiceMail Pro)
Caller Call control on the mobile device
Improved customer service and collaboration
Benefits
IP Office 500
ISDN or SIP trunks
IP Office 500
ISDN or SIP trunks
79© 2007 Avaya Inc. All rights reserved.
Helps Ensure Non-Stop ProductivityEven When Employees Can’t Get Into The Office
Severe weather, storms
Everyday life (minor illnesses & emergencies)
Feeling pressure toreturn to work
Anything Can Happen Be Prepared When It Does
• Employees communicate when they can’t get into the office, increasing productivity
• Home or mobile phone, PC & Internet connection is all that’s needed
• Improves customer service and employee morale
• Reduces stress, positive impact on environment
80© 2007 Avaya Inc. All rights reserved.
Ensure Non-Stop ProductivityBe prepared for the unexpected
Intuitive PC user interface provides full call control from any phone on site or remotely:
– Make and receive calls
– Transfer, forward, hold
– Conference calls
– Speed dialing
– Call history
– Presence
81© 2007 Avaya Inc. All rights reserved.
Information at your FingertipsPhone Manager Pro
Multiple speed-dial/BLF icons
Screen-pop of contact management applications (e.g., Microsoft™ Outlook)
VoiceMail Pro message control
Queue monitoring of 2 groups
Simple Incoming call scripting(useful for informal call centres)
Time on call
19 languages on individual user basis
Personal directory
Distinctive ringing (via WAV file)
Dialing from contact records
Simple creation of contact records(add to Personal Directory, Microsoft Outlook)
Compact Mode
Separated tabs for In, Out and Missed calls
Increased Speed-dial / BLF capacity
82© 2007 Avaya Inc. All rights reserved.
Personal Numbering, Out Calling, and Message Management Phone Manager Pro
When using VoiceMail Pro, Phone Manager Pro offers the following added benefits:
– Personal Numbering allows you to change your divert settings remotely
– Set & modify Out Calling settings
– VoiceMail Pro mailbox control
– Listen, rewind, fast-forward, save, delete…
83© 2007 Avaya Inc. All rights reserved.
Screen-Pop to Microsoft Outlook, Goldmine and MaximizerPhone Manager Pro
Integration with email servers:
– Screen-pop of contact based on incoming number (Business, Home, Mobile, etc…)
– Simple creation of contact records (simply right-click in the Phone Manager Pro call history to add number)
– Dial from email contact records
Directory in Phone Manager also allows:
– Name matching with CLI number
– Distinctive ringing (via WAV file)
– Simple incoming call scripting(useful for informal call centers)
84© 2007 Avaya Inc. All rights reserved.
Enables Full-Time Teleworkso Employees Communicate Like They’re in the Office
Home calling expensesare rising
Expanding workforcemeans larger office space
Qualified labor pool islimited in local area
Think Outside the Cubicle
• Flexibility to employ the most qualified workers wherever they are located
• Avoid office moves / expansions and save
• Boost loyalty and morale with a flexible, productive work environment
• Keeps home calling expenses in check
85© 2007 Avaya Inc. All rights reserved.
Provides home workers with same functionality as workers in the office
Save on residential calling costs; reduce/eliminate reimbursements
Monitor and track calls and productivity of remote workers
No remote VPN device required
Expands full-time & seasonal labor pool to virtually any geographic location
Employ Qualified Home Workers VPN phones improve communications, cut costs
Avaya IP Phone with VPN Software at remote location
86© 2007 Avaya Inc. All rights reserved.
Unified Communications ‘A Closer Look’
Part-Time Teleworking
Full-Time Teleworking
Mobile Employees
Mobility & Call Control
PSTNINTERNET
HouseholdRouter
HouseholdRouter
Telecommuter Mode VPN Phone
Application Notes & Tech Tips available for many popular VPN Gateways
No VPN device needed at remote site.
Only cable/modem provided by ISP.
Easy set-up!
87© 2007 Avaya Inc. All rights reserved.
Why You Need To Consider Unified Communications
• Ensure all employees can turn their home phone into their office phone whenever they cannot physically get to the office. Storms or illness don’t get in the way of making business happen.
Ensure Non-Stop
Productivity
• Full-time telecommuters can have a secure home office solution by adding a VPN phone*
• When location doesn’t matter, access to talent moves from zip code to globe.
Reduce Costs Retain & Recruit Talent
from Anywhere
• Mobile employees will get their calls instantly bridged from the desk to cellular for instant responsiveness
Keep Them Connected
Wherever They Are
* For full time telecommuters, just purchase the phone and, along with one of our recommended routers at your main office, the home worker is ready to go. Estimated ROI in six months time.
88© 2007 Avaya Inc. All rights reserved.
Desktop Communications Solutions
Simplifying access to communications via PC-based interfaces
– Phone Manager Lite
– Phone Manager Pro
– SoftConsole
89© 2007 Avaya Inc. All rights reserved.
Phone Manager Lite
Personal productivity tool
Control your analog, digital or IP phone from your PC
Call history (incoming and outgoing): just double-click to
call back
CLI/name display (whatever
terminal you’re using!)
Speed dials: Call from your PC via
a single click!
Busy Lamp Field: Know at a glance who is available within your team
(Max. 15)
Conference, call recording,
account codes…
Included for ALL users
FREE!
Included for ALL users
FREE!
90© 2007 Avaya Inc. All rights reserved.
Phone Manager
Integration with Microsoft LiveCommunications Server (LCS)
– View users presence as well as phonestatus for internal users
– Send Instant Messages
Single speed-dial icon for Users
– Internal User
– Work phone
– Mobile/cell phone
– Home phone
91© 2007 Avaya Inc. All rights reserved.
SoftConsole for Attendants & Operators
Intuitive flexible interface
Ability to maintain visibility of:
– Calls waiting
– Calls holding/parking
– Available resourcesper business function
– Centralized Operator/Attendant
Ability to perform minor system administrative functions (e.g., change group status, change divert settings)
Works with analog, digital, and IP telephones
Back to Main MenuBack to Main Menu
92© 2007 Avaya Inc. All rights reserved.
IP Office Voice NetworkingIP Office Voice Networking• Connect All Sites
93© 2007 Avaya Inc. All rights reserved.
Agenda
IP Office networking overview
Small Community Networking
94© 2007 Avaya Inc. All rights reserved.
IP Office NetworkingVoice & Data Networking over IP Trunks
VoIP over data reduces costs
Voice Compression for bandwidth efficiency- standards based G.723.1 (6.3k) /G.729a (8k)
Data compression
VoIP over Frame also supported(PPP or RFC1490)
Fall-back using ISDN
Bandwidth on demand
Overflow to ISDN
IP VPN support with IPSec or L2TP
VPN
ISDN
IP/VoIPFrame Relay
95© 2007 Avaya Inc. All rights reserved.
Small Community Networking
Desk-to-desk dialing Absent Text MessageAnti-TromboningBusy Lamp FieldCall HoldCall TransferCall ForwardHot Desking across network
Call Paging Call Pick-upCall Back when FreeCamp-on ConferenceCentralized Voice Mail (using VoiceMail Pro)Dynamic Internal Users DirectoryDistributed Groups across network
Small Community Networking between IP Office sites
Improved inter-site communications & user productivity
Improved mobility and customer service
Benefits – Improved Business Efficiency
IP
96© 2007 Avaya Inc. All rights reserved.
Seamlessly Expand Your Business
3 digit desk to desk dialing
View your colleagues status – wherever they are
Distribute calls across the network, distributed groups
Long Distance toll savings
Effortlessly roam site to site –
– Wirelessly or with ‘Hot Desking’
IP
97© 2007 Avaya Inc. All rights reserved.
Enable Greater Mobility Across SitesMulti-site Hot Desking– Workers (consultants, lawyers, managers, etc.) have the same features or
restrictions (e.g. international calls) in any office – Simply log in to any phone, number and voice messages follow wherever
they are.– Differentiator: Available on digital, analog and IP phones
Multi-site Hunt Groups– Member across the network in one easy to manage hunt group
ISDN in EMEA – Makes it easy for customers who have traditional ISDN systems to migrate to
IP Office:• Advice of Charge increases end user cost controls; Call Completion to Busy
Subscriber increases end user productivity; Malicious Call Identification enhances safety and security; Partial Rerouting optimizes trunk utilization
Up to 500 users across 16 IP Office sites
IP
98© 2007 Avaya Inc. All rights reserved.
Small Community NetworkingPaging and Busy Lamp Field Over the Network
Call for Mr Smith
from ABC company
Call for Mr Smith
from ABC company
Seattle Office
London Office
The Operator can see the status of Mr. Smith’s extension wherever he is on the IP Office network,
inform the caller and page him if required
New York Office
IP Network
Operator
Mr. Smith is busy on a call,
would you like me to page him?
99© 2007 Avaya Inc. All rights reserved.
Multiple Small Community Networks
Basic Call Setup
Call Hold
Call Transfer
Calling/Connected Line ID
Calling/Connected Name
QSIGor H.323
Networking Features Between Small Community Networks (SCN)
Node 1
IP
Node 2
IP
100© 2007 Avaya Inc. All rights reserved.
Management of Small Community NetworkAcross the WANRemote dial upDameWare or other customer provided application (e.g. PC Anywhere, Web Ex)Centralized back up and restoreTemplates for user profilesProactive SNMP polling and alarmsRemote Feature Activation via license keys“Dynamic Internal Directory” negates the need for programming remote users
New York
San Diego
MiamiWANor PSTN
Sydney
101© 2007 Avaya Inc. All rights reserved.
Voice Networking H.323 and QSIG Offers Interoperability
QSIG signaling over E1/T1 delivers: – Standards-based interoperability
– Desk-to-desk dialing
– Feature transparency
H.323 signaling over IP delivers: – Standards-based interoperability
– Desk-to-desk dialing
– Feature transparency
IP Trunks
T1 / E1 leased line
H.323“Community Networking”
H.323
QSIG over IP
H.323IPNC
H.323
“Community Networking’’
QSIGQSIG
QSIG QSIG
Avaya INDeX
Avaya IP Office
Avaya IP Office
IP Network
Avaya Communication Manager
102© 2007 Avaya Inc. All rights reserved.
Voice NetworkingH.323 and QSIG offers Interoperability
VoIP over H.323 / QSIG over E1/T1 /Standards Based TDM
– Desk-to-Desk dialing
– Calling / Connected Party Number
– Calling / Connected Name Presentation
– Call Hold
– Call Transfer
Traditional PBX supporting QSIG
H.323-compliant IP PBX
E1/T1/IPNetwork
103© 2007 Avaya Inc. All rights reserved.
Voice NetworkingIP Office Interoperability with Avaya-Tenovis Integral 55*
QSIG over PRI or IP trunk
Supported features
– Simple Telephony Call/Basic Call ETS300 171/172
– Circuit Switched Data Call/Basic Call ETS300 171/172
– Called/Calling Line ID Presentation ETS300 173
– Called/Calling Name Presentation ETS300 237/238
– Message Waiting EN301 260/255
– Transfer ETS300 260/261
* Regional Availability
IPNetwork
Avaya-Tenovis
Integral 55
104© 2007 Avaya Inc. All rights reserved.
Voice NetworkingCentralized messaging with Avaya INTUITY™ AUDIX®on Central PBX
Avaya Communication Manager with INTUITY AUDIX voice mail networking (using C-LAN connection)
No VoiceMail Pro on IP Office
Avaya IP Office
Avaya DEFINITY®/MultiVantage® with INTUITY AUDIX (IP connection)
At your desk:Message waiting indication on your phone Message waiting indication on Phone ManagerText message on analog CLI display phones
QSIG over E1/T1
or QSIG over IP
C-LAN
INTUITY AUDIX picks up the call on no
answer
E1/T1 leased lineor IP Network
IncomingCall
105© 2007 Avaya Inc. All rights reserved.
Voice NetworkingCentralized messaging with Modular Messaging on Central PBX
Avaya Communication Manager with Modular Messaging (using C-LAN connection)
No VoiceMail Pro on IP Office
Avaya IP Office
At your desk :Message waiting indication on your phone Message waiting indication on Phone ManagerText message on analog CLI display phones
QSIG over E1/T1
or QSIG over IP C-LAN
Avaya Communication Managerwith Modular Messaging (IP connection)
Modular Messaging picks up the call on
no answer
Back to Main MenuBack to Main Menu
E1/T1 leased lineor IP Network
IncomingCall
106© 2007 Avaya Inc. All rights reserved.
IP Office as a Contact Center PlatformIP Office as a Contact Center Platform
• Measure Customer Support
• Integrate Applications
107© 2007 Avaya Inc. All rights reserved.
Agenda
IP Office Contact Center overview
Compact Contact Center
IP Office Phone Manager
IP Office VoiceMail Pro
IP Office CTI capabilities
Avaya MS-CRM integration
108© 2007 Avaya Inc. All rights reserved.
Contact Center Offer
The IP Office Customer Service Solution
Compact Contact Center
VoiceMailPro
PhoneManager Pro
(Phone Manager Lite
includedwith IP Office
FREE)
ACDRouting
(built-in to every IP Office)
CTI LinkLite / Pro
(CTI Lite included with
IP Office FREE)
Real-time view
Historical reports
Fixed Wallboards
PC Wallboards
Advanced VoiceMail Unified Messaging
Auto Attendant
Recording Services
Campaign Manager
Queue Management
Compact BusinessCenter
Embedded Voicemail
VoiceMail Lite
4 Music on Hold sources
• Customizable by line dialed or group destination
•Ideal for advertising special promotions & information
109© 2007 Avaya Inc. All rights reserved.
Compact Contact Center
Advanced Call Distribution Management by Exception Real-Time Agent Management
Wallboard Management Queue Management Real-Time Tracking & Analysis
Standard Report Templates Real-Time System Management Campaign Manager IVRQueue Management & Recording
PC Wallboards
110© 2007 Avaya Inc. All rights reserved.
Compact Contact Center
Calls are distributed fairly amongst all agents
Agents can be members of multiple groups
Agents can be located at another site in Small Community Network
– E.g., Sales and Customer Service
Remote IP Phone Agent
IP PhoneAgent
InternetCaller
Phone Caller
Rack PC
Compact Contact Center Server
IP, Public or Private Network
Avaya IP Office
111© 2007 Avaya Inc. All rights reserved.
Compact Contact Center
Management by Exception
Team leaders are notified when their attention is required
Normal – Caution - Critical Alarm levels
You have more than 3 calls waiting
The longest waiting call exceeds30 seconds
The percent or calls answered has dropped below 80%
You have more than 3 calls waiting
The longest waiting call exceeds30 seconds
The percent or calls answered has dropped below 80%
Real-time Performance Information
View performance of individuals, teams and the entire business as a whole
112© 2007 Avaya Inc. All rights reserved.
Call Center View: Real-Time Supervisor Information
Management of individuals
Management of callbacksManagement of teams
Management of queues
All managed by exception
113© 2007 Avaya Inc. All rights reserved.
Reporter: Historical Management Information
Detailed data stored
– Audit trail allowing investigationof any contact
Report scheduling
– Automatic report generationto printer or file
Integrated reporting
– Reporting on complete caller experience including voice processing and comfort messaging
Customized, exportable reports
– Designer module available to support tailored customer reporting
– Post reports onto a Web site or send them by email via HTML
A set of 70 “management-ready” reports
114© 2007 Avaya Inc. All rights reserved.
PC Wallboards: Real-Time Staff Information
Simple communication with staff
Wizard driven message creation
Messages automatically generated by IP Office
See how many calls and emails are waiting
PC Wallboards
Only $ 10,000 to hit quota… Good Luck Everyone!Only $ 10,000 to hit quota… Good Luck Everyone!
115© 2007 Avaya Inc. All rights reserved.
Agent-enabled interfacePhone Manager Pro
Busy Not Available
Busy Wrap-Up
Select Group Login
116© 2007 Avaya Inc. All rights reserved.
Simple ScriptingPhone Manager Pro
Based upon incoming caller identification
Agent is reminded
– To greet caller with special welcome
– Of promotional information to discuss with customer
– Of background information about the specific customer
117© 2007 Avaya Inc. All rights reserved.
Queue MonitoringPhone Manager Pro
Queue Monitor
Graphical and real-time
Value information for agents, supervisors, and company principals
Up to 2 queues monitored
– Customer Service
– Sales
– Helpdesk
– Billing
118© 2007 Avaya Inc. All rights reserved.
Avaya IP Office
PhoneCaller
IP OfficeVoicemail
Pro Server
PublicNetwork
VoiceMail Pro – Call QueuingAdvanced Call queuing informing callers with their Queue Position and their Estimated Time to Answer (ETA)
Off-load agents work through Campaign Manager
Complex scenarios can easily be set up through intuitive Windows Interface
Voice Recording for emergency or training purposes– Automatically based on CLI, dialled number, agent,…
– Manually activated by the agent (via short-code or soft-key)
Welcome to Avaya, your call will be
answered shortlyYou’re 3rd in the sales
queue and your call will be answered in 30
s
Call priority tagging for
callers within queues
119© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro – CampaignsCampaign Manager allows the capture of standard information (such as brochures requests) in both spoken (voice) and/or via the keypad (DTMF)
Agents can then transcribe this information during less busy periods
Messages can be retrieved via a short-code, a DSS/BLF keyor a web-browser interface
Callers can quit the application at any time to speak to a live agent
…or ask for a call back request which appears on the real-time CCC screen
Please tell us your name
Please enter your PIN number via the terminal
keypad
Your name is ‘XX’ and your PIN is ‘YY’, please press 1 to confirm or 2 to speak to a live agent
Avaya IP Office
PhoneCaller
IP OfficeVoicemail
Pro Server
PublicNetwork
120© 2007 Avaya Inc. All rights reserved.
Advanced CTI CapabilitiesAddress the needs of SME customers and partners
– Open standards
– Easy for developers to use
– Enable customers to use 3rd party products
CTI Link Lite - Free of charge 1st party Microsoft TAPI– Screen-popping
– Preview dialing
– Sales management integration
– Call costing
CTI Link Pro – 3rd party Microsoft TAPI– Predictive dialing
– Call routing
– CRM integration
– IVR integration with 3rd party databases via TAPI WAV
CTI Link SDK– Full Software Development Kit for customers
– Fully documented
121© 2007 Avaya Inc. All rights reserved.
CTI: Screen-pop ‘Off the Shelf’Back to Main MenuBack to Main Menu
122© 2007 Avaya Inc. All rights reserved.
IP Office Management& AdministrationIP Office Management& Administration
123© 2007 Avaya Inc. All rights reserved.
Agenda
IP Office Management
Manager
– Local administration
– Remote administration
Centralized Management
System Status Application
124© 2007 Avaya Inc. All rights reserved.
IP Office Administration – Manager
Windows-based consoleto program a single or many IP Office sitesProgramming accessible via LAN, WAN & off-linePassword protected & user defined rightsAudit trailMonitor AlarmsMultilingual online documentationForced database back-up for disaster recoveryAutomated software recoveryRemote Feature Activation
125© 2007 Avaya Inc. All rights reserved.
Management & Administration
Ease of use:Single Management interface for PBX,voicemail and data routing
Intuitive Windows-based console
Online Tutorial Documentation
Designed to minimize skill-sets required(reduces administration costs)
Centralized Management: One console can manage multiple sites
Off-line & remote programming(LAN, WAN or via analog modem)
Proactive SNMP polling for remote administration
Forced back-up for disaster recovery
Automated software recovery
Remote feature activation via license keys facilitates upgrades
126© 2007 Avaya Inc. All rights reserved.
System Status Application
Remote diagnostic tool
– Allows most customer issues to be resolved without escalation to Avaya
– Reduce site visits (even supports 14.4kb/s dial up modem links)
Provides Real-time Call status information
– Replaces ‘Call Status’ applicationand complements Monitor application
– Provides real-time view of system resource (e.g. VCM or VM ports)
– Provides QoS info for IP trunks(SCN, H.323, SIP)
Alarms, trunk utilisation and error histories
– Alarms stored in IP Office(no need for local PC)
– Event traces per call/trunk/extension
– Complements SNMP & email alarmsAdapt system to meet critical business needs
Quickly identify and resolve situations, even remotely
Benefits – Lower Operational Costs
Real-Time Monitor
Historic Alarms
127© 2007 Avaya Inc. All rights reserved.
Centralized Management (Option 1)
Remote programming
Remote activation of license keys
Remote diagnostics
Remote back-up of configuration files
Proactive SNMP polling/alarms
VoiceMail Pro
Manager
LAN
PSTN
IP Office
T1/E1, ISDN or WAN
128© 2007 Avaya Inc. All rights reserved.
Centralized Management (Option 2)
Remote programming
Remote activation of license keys
Remote diagnostics
Remote back-up of configuration files
Proactive SNMP polling/alarms
Local back-up of configuration files
Remote software uploadsT1/E1, ISDN
or WAN
VoiceMail Pro
DameWareRemote Access
Analog Modem/TA
Manager plusDameWare* These applications can
run on the same PC
LAN
*DameWare is an example of one application that can be used; another is PC Anywhere
PSTN orInternet
129© 2007 Avaya Inc. All rights reserved.
Delivering Intelligent Communicationsto Small and Midsize Businesses
Avaya IP Office
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
130© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA
131© 2007 Avaya Inc. All rights reserved.
Sources
New Cornell University study, published in April 2004 of the Journal of Occupational and Environmental Medicine. A study of 375,000 employees over a 3-year period 1999 study by The Employers Health Coalition of Tampa, FL Risk and Insurance, March, 2004 Business Legal Resources, April 24, 2003 Recent BankOne survey of employees Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych, provider of EAP programs Bulletin to Management, 12/5/2002, BNA Professional Information Center Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July, 2000, and the US Bureau of Labor Statistics Cigna Behavioral Health, April 26, 2004Additional sources are noted on the respective slides or inside the notes sections.