IPO 4_0 Core SW and IP500 Product Update 2007-02-08 -FINAL

IP Office 4.0 and IP500 Product UpdateSales Product Update
Product Management - SMB
8 February 2007
This presentation is a global presentation
Please hide any slide(s) not relevant to the market or audience
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Today’s Discussion
What’s New
Product Roadmap
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Intelligent Communications For Small Business
Will Drive Customer Intimacy And Competitive Advantage
Benefits
Basic
Converged
Unified
Intelligent
Employee Productivity
Fragmented customer requirements with a continuum range of needs:
Basic: simple dial tone (Avaya is not playing in this market unless these customers needs are expected to grow)
Converged: understand needs for user productivity and reduced cost through single infrastructure
Unified: quality of customer service, offer user productivity across employees
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Avaya IP Office
Over 90,000 Systems Sold Worldwide!
January 2002: First launched in EMEA
May 2002: North America launch
Reached 10,000 sales in its first year
Start of 2005: 35,000th installation
Deployed in 69 countries and climbing
India & Hong-Kong launched 2005
Feb 2007: New IP500 platform launched
Continued growth of systems sales
Continued Investment into new software
Continued investment into new countries
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Source: Synergy Research Group, calendar Q3 of 2006
10%
20%
30%
40%
2000…
Worldwide
IP Office sales help Avaya take IP Telephony leadership
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We Are Not Resting On This Success
Continue To Improve Your Profitability
Reducing support costs
Continuous Quality Improvement
Improving remote serviceability
Responding to future needs
More compelling to sell
IP Office 4.0 and IP500 – Key Benefits
IP Office 4.0
Enhanced call handling and usability
New Remote Diagnostics Application
IP Office 500
Driving value through software
Grow at your own pace and budget
System is modular, scalable and more flexible. Start with what you need. Add advanced applications & capacity as you grow
Standard Edition has a solid package of entry-level features
Upgrade seamlessly to Professional Edition when advanced capability and more capacity is needed
Driving value through Software
Standard Edition offers enables wider range of businesses to leverage IP Office from the start
Start only with what you need – Add capabilities later via license keys
Modular approach increases flexibility and protects business investment
Release 4.0 Customer Benefits
Increased choice of Service Provider
Queuing enhancements improves flexibility and customer service
Site-to-site “hot-desking” improves mobility
New remote diagnostics application
Proactive alerts facilitate consistent level of higher quality service
Site issues can be resolved quickly, with minimal disruption to end-users
For reseller-specific benefits, please see detailed slide in conclusion
© 2007 Avaya Inc. All rights reserved.
IP Office 4.0
Core Software Enhancements
Enhanced Huntgroup queuing &
The following hardware is not supported with IP Office 4.0:
The IP403 and IP406 V1 control units are not supported
The WAN3 10Mb external expansion module is not supported (the WAN3 10/100 is still supported on IP400 – not on IP500).
All Network Alchemy external expansion modules are no longer supported.
Note: Some early 406v2 units were made with only 16MB RAM (PCS 07 or lower). These units can be sent back to Avaya for a FREE memory upgrade in order to run 4.0 software (using PCN process)
T3 digital/IP not supported on Small Office Edition running 4.0 (due to memory limitation) in order to allow SIP trunks support but T3 continue to be supported on IP406v2, IP412, and IP500.
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Queues and Announcements
8
7
6
5
4
3
2
1
When phone is free a call is taken from the queue and rings
Only queued calls receive announcements (20 sec Intervals)
Max queue length = Queue size + free logged on Agents
Queue
Ring
to a free phone
Hunt Group Call Queue
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Queues and Announcements
All callers (either queued or ringing) hear announcements (if selected)
Calls leave the queue when answered - enforcing first come first served
New Queue Length option: Max Queue length is strictly enforced (fixed)
Queue
Ring
Benefits – Improved Customer Service
Keep callers informed of their status even when calls are still ringing First come first served in all cases
Announcements no longer tied to queuing and are also available to ringing calls.
Calls waiting and abandoned are reported accurately.
When alerting, ring event is triggered
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Impact of Maximum Queue Length
Customer scenario example:
$100 margin product – unlimited queue
$10 margin product – want to restrict queue to 8 callers
Existing queue length option allows between 8 and 28 calls for $10 product calls being processed
New max queue length option limits calls to 8 regardless of the number of free agents.
Benefits – Improved Business Efficiency
Maximise revenue per agents by serving most valued customers Limit number of calls to maximise profits
Customer scenario:
A customer has two products that it is selling in a 20 seat call centre; one product has a margin of $10, the other $100.
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Flexible Announcements (Users & Hunt Groups)
Available on Voicemail Lite, Pro and Embedded Voicemail
Each hunt group can have unique announcements
Users can now also have their own announcements
Set flexible timing between announcements and choose music/ringing/silence through intuitive GUI
Call can be answered by an Agent before, during or after announcement
The target group announcement will be played even after overflow
Synchronise announcements saves Voicemail Ports
Announcement wait times fully configurable
Synchronise calls option minimizes VM ports usage
“Welcome to Sales, please wait”
“Thank you for holding, you will be answered shortly”
Inform callers of their status Maximise revenue by encouraging callers to wait longer
Support for Simple Announcements in Embedded VM is new in 4.0
The recording of the announcements is unchanged from the current method for voicemail Lite and Pro. A new TUI will be introduced on the embedded VM to allow the recording of announcement 1 & 2
The max record length will be 10 minutes for each record
The target group announcement will be played even after overflow (e.g. If Sales overflows to Accounts on no answer, then Sales announcement is played)
If a call steps on to a Night Service or the Out of Service group, that group’s announcements and announcement parameters will apply (e.g. If Sales out of service and Accounts is the out of service destination, then Accounts announcement is played)
Synchronised announcement rules: First message is played to a new caller after the initial timeout or whenever a first message is already due for existing caller(s) waiting for that 1st message. 2nd announcement works in the same way (play when due around the timeout period).
Note: Mandatory announcements still require Voicemail Pro
User announcements: Queued and Still Queued Start Points now available on VM Pro for users
Synchronize calls: Default = Off
This option can be used to restrict how many voicemail channels are required to provide the groups announcements.
When Synchronize calls is off (the default), the announcement pattern is followed individually for each call. This requires a separate voicemail channel each time an announcement is played to each caller. While this ensure accurate following of the timing of the announcement pattern, it does not make efficient use of voicemail channels.
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Hunt Group Behaviour enhancements –
Hunt Group Automatic Update
User status on No Answer can now be applied when a Hunt Group is set to automatically update membership:
Logged Off
Reset Longest Idle Time
Choice of event to reset a User’s idle time used in Longest Waiting targeting
Any call
External Incoming calls only
Better reporting and tracking on contact centre agents Improves call handling with Groups in Longest Waiting mode
User status on No Answer set on the user tab within Manager and applicable on per huntgroup basis
Time Profiles are only applied to ‘In service’ Groups; ‘Out Of Service’ disregard time profiles.
Hunt Group Naming Conventions: only names have changed – not the definition
Sequential (Previously known as Linear/Hunt)
Calls arriving at a Sequential Group will always hunt around the group in a fixed sequence, skipping any phone which is unavailable (Alerting, Busy, Busy Not Available, Busy Wrap up, DND and Out of group). The sequence is defined by the order they are listed in the manager application.
Collective (Previously Known as Group)
In a collective group all available phones will alert simultaneously with the single call.
Rotary (Previously Known as Circular/Rotary)
Unlike sequential groups, the starting point for a rotary group will move on one place, the next phone on from the last one that rang
Longest Waiting (Previously Known as Idle)*
A longest waiting group presents the longest waiting call to longest idle agent. Currently an agent transitions from idle if they make or receive any calls, internal or external
New parameter defines what activity resets Agents idle time, Any call or External Inbound only
3.2 Configurations with 4.0 Manager:
3.2 Hunt Group naming conventions will be maintained (Group, Hunt, Rotary & Idle)
IP Office 4.0
4.0 Usability - Hot-desking & Distributed Groups
Desk-to-desk dialing
Call Paging
Call Pick-up
Dynamic Internal Users Directory
Note 1: NEW functionality requires Advanced Networking RFA license
Note 2: CCC cannot currently report on remote agents (use remote IP phones instead)
IP
Networking is a key strength of IP Office. With 4.0, we are building on this strength and adding 2 new features:
SCN Distributed Hunt Groups
Hunt groups in a Small Community Network can include members located on other systems within the network. This feature requires entry of an IP Office Advanced Networking license in each system in the network where a Distributed Hunt Group needs to be created. A license is not required to view the distributed hunt group on remote sites.
Remote Hot-Desking
IP Office 4.0 supports remote hot-desking between IP Office systems within a Small Community Network. The system on which the user configured is termed their 'home' IP Office, all other systems are 'remote' IP Offices. Login at a remote IP Office requires that IP Office to have an Advanced Small Community Networking license, but this license is not necessary on the user's home IP Office (i.e. for local hot-desking).
Remote hot-desking allows a user to make and receive calls from any office as if using the phone on their own desk. The user retains a single telephone number, a single voicemail and the same privileges (e.g. make international calls) for improved mobility, and easy access to familiar features, and can be used with Digital, Analog, or IP phones
User Settings
When a user logs on to a remote IP Office system, all their user settings are transferred to that system.
The user’s incoming calls are rerouted across the SCN
The user’s outgoing calls use the settings of the remote IP Office
Note: Distributed Groups but NOT distributed contact center as CCC/delta server can only currently report on 1 IP Office site. However remote agents can be reported on CCC if they are using IP phones (hardphones or softphones).
Centralized Voice Mail (Voicemail Pro): Support for mailboxes, call recording, dial by name and auto attendants. Queuing on remote systems is also supported with Advanced Networking license
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Hot Desking Across the Network –
Perfect for Nomadic Workers
Key Business Benefits
Enable workers to work in any office with the same features or privileges (e.g. international calls)
Single number, single voicemail.
Great for consultants, solicitors, managers, etc. working in different offices on different days
Hot-desking available on digital, analog and IP phones
Sales Office
Regional Office
Head Office
Home Office
New feature for multiple IP Office units connected in a Small Community Network (SCN)
Make and receive calls from any office as if using phone on home desk
Benefits: single number, improved mobility, easy access to features, same call restrictions
Note: Features handled by the telephone itself are not affected by hot-desking (e.g. call log, phone speed-dials)
Modifies existing hot desking behaviour
Can’t log out unless set up as a hot-desking user
User can work at remote site oblivious to state of home switch
E.g. home switch reboot, network failure etc.
Means rebooting the switch won’t re-home its users
Note: If logging in using a shortcode (e.g. *35*203*1234#) the shortcode including password will be stored by the telephone and may be recalled.
IP Office 4.0
SIP Trunking - Overview
No need for a SIP phone to make/receive a SIP call
SIP Trunks are licensed in increments of 1, 5, 10 and 20 (up to 128 channels)
SIP
Provider(s)
T1/E1/
ISDN
Provider(s)
Analog
Provider(s)
Benefits – Lower operational costs
Lower cost/flat rate calls with Internet Telephony SPs Offers back-up to Analog/Digital Trunks Future-proof your investment
IP Office acts a SIP gateway i.e. no need for a SIP phone to make a SIP call with IP Office
Investment in analog/digital phones is protected – you can also make SIP calls with those
Incoming calls are routed based on IP Office incoming call routes
Calls can be matched against ‘Incoming’ (from) and ‘Called’ (to) addresses
Benefits: SIP trunking 20% to 30% than traditional carriers
SIP trunking requires VCM cards + SIP Trunking RFA
RTP relay is also supported (avoids using VCM resource for IP phones once call is set up)
UA (User Agent) is an entity in SIP that generates and terminates sessions.
B2BUA (Back to Back User Agent) is an entity in SIP that generates and terminates sessions.
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SIP Trunking – Customer Benefits & Topologies
Customer Benefits
Typically 20 to 30% cheaper tariffs than traditional trunks
Provides back up or overflow if traditional trunks are busy/fail
RTP relay minimises the use of VCM resources for SIP -> IP
Future-proof your investment
Try and Buy SIP trial license available
Network Topologies
IP Office supports all of the 4 most common network topologies to overcome NAT traversal issues
RTP relay
The use of RTP relay allows IP media streams between IP endpoints to be routed via the IP Office without using VCM voice compression channels
Network Topologies
Service Provider with SBC (Session Border Controller (preferred))
Direct Connection via DMZ (unsecured zone between private & public) DMZ=De-Militarised Zone
ITSP connection via STUN server (Simple Traversal of UDP (User Datagram Protocol) through NATs (Network Address Translators)
ITSP connection through ALG-equipped router (application-level gateway)
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AT&T/SBC (US)
Internet Engineering Task Force (IETF) RFC Support
All the major RFC’s are supported to ensure SIP interoperability with most Service Providers
Testing to date (Development + Avaya in-house Alpha sites):
Full list of Service Providers tested against will be available on 4.0 Product Update/Tech Bulletin
Gamma Telecom (UK)
Telematic Service (Italy)
IETF RFC support
The Internet Engineering Task Force (IETF) maintains a comprehensive list of RFCs (Request For Comments - effectively an industry standard) that are used to achieve direct IP peering between SIP-enabled IP PBXs and an ITSP’s SIP network. The following RFCs are supported in IP Office 4.0:
RFC # Description
Rec. E.164 [2] ITU-T Recommendation E.164: The international public telecommunication numbering plan
RFC 2833 [7] RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals
RFC 3261 [8] SIP: Session Initiation Protocol
RFC 3264 [11] An Offer/Answer Model with Session Description Protocol (SDP)
RFC 3323 [14] A Privacy Mechanism for the Session Initiation Protocol (SIP)
RFC 3489 [18] STUN - Simple Traversal of User Datagram Protocol (UDP) Through Network Address Translators (NATs)
RFC 3824 [24] Using E.164 numbers with the Session Initiation Protocol (SIP)
Note: while IP Office does support RFC 2833 to allow DTMF transport over SIP trunks, IP Office does not support the INFO method for out-of-band DTMF. This INFO method is only used by few Service Providers but please check with your preferred ITSP before hand.
Links to multiple concurrent SIP Service Providers from a single IP Office is supported
IP Office 4.0
Other enhancements
Alternate Route Selection – Replaces LCR
ARS is more flexible than LCR and provides a new Graphical User Interface
ARS supports all Trunk types (H323, SIP, T1, E1, E1R2, PRI, BRI and Analog)
ARS can be programmed to provide alternative route for SCN (congestion or network failure). When SCN comes available again new calls will route over SCN
Dialled digits
ARS is more flexible than LCR
Provides automatic fallback when primary trunk fails (e.g. analog trunk fallback if T1 fails)
Existing LCR configurations automatically converted to ARS when upgrading to 4.0
When a dialed number matches a short code that specifies that the number should be dialled, there are two methods by which the routing of the outgoing call can be controlled
Route calls direct via outgoing line group ID
Route calls via ARS route ID. The final routing of the call is then controlled by the setting available within the ARS form
ARS Features
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ISDN Supplementary Features - Overview
MCID - Malicious Call Identification
AOC - Advice Of Charge
CCBS - Call Completion to Busy Subscriber
PR - Partial Rerouting
ECT - Explicit Call Transfer
These ISDN features depend on the local Service Provider and may not be available in all countries
Country support: Not all ISDN Service Providers support these supplementary ISDN features, please check with your local Service Provider.
AOC is only available on T3 phones (digital and IP) and Phone Manager Pro;
the charging info is also streamed to the Delta Server/SMDR
MCID, CCBS and PR can be used on all the available system phones (24xx, 46xx, 54xx, 56xx, T3, T3 IP, IP DECT phones) and on Phone Manager (but NOT on standard ISDN DSS1 phones)
ECT is available for DSS1 devices only. A standard DSS1 phone is a phone supporting the standardized European DSS1 protocol. T3 phones are not DSS1 phones; they use an Avaya T3 specific stimulus protocol.
MCID, CCBS, PR and AOC are available on BRI and PRI
Prerequisite: provision by and/or subscription at the telecommunication provider
Usage of MCID additionally requires some legal action
Owner: Core Team Leader
Other Core S/W Enhancements
Private Call
Users can set private status during or before a call using short codes or a programmed button. Private calls cannot be recorded, intruded on, bridged into or monitored.
Breakout dialling
Breakout from a selected site within a SCN network. Particularly useful when hot-desking at a remote site
Manager Operator Profiles
More than one operator rights group can be defined in a security rights group.
Service users belonging to such a rights group would have the combined permissions of all the operator rights groups added together.
Firewall IP Office Service Controls
IP Office firewall standard settings now include controls to drop or allow connections to IP Office default configuration settings, security settings and system status.
Password lockout
Any phone features that require a validated entry (for example password or account code entry) will automatically fail if they have been preceded by 4 failed attempted in the previous 90 secs
Breakout: Make calls from any switch in SCN
Press Breakout button
First leg of call is across SCN IP trunk
Reduce cost of international calling by using existing SCN trunk and dialing national number at selected switch
System Status Application (SSA)
The following information pertains to the best practice phase review template:
COMPAS ID 106103
Issue Number 4
User Instructions:
Update the slide title with the appropriate phase name, date, project name, and presenter.
General Instructions:
When pasting Word or Excel tables into a slide, use Paste Special.
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System Status Application (SSA)
New 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’ application and 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 alarms
Benefits – Lower operational costs
Reduce site visits means lower maintenance cost Allows upsell opportunities when congestion indicated
The System Status Application (SSA) is a diagnostic tool for system managers and administrators to monitor and check the status of IP Office systems. SSA shows both the current state of an IP Office system and details of any problems that have occurred. The information reported is a combination of real-time events, historical events, status and configuration data to assist fault finding and diagnosis.
SSA provides real-time status, historic utilization and alarm information for ports, modules and expansion cards on the system. SSA connects to all variants of IP Office, using an IP connection that can be remote or local. Modem connections at 14.4kbps or above are supported for remote diagnostics.
SSA provides information on the following:
Alarms - SSA displays all alarms recorded within IP Office for each device in error. The number, date and time of the occurrence is recorded
Call Details - information on incoming and outgoing calls, including call length, call ID and routing information
Extensions - SSA details all extensions (including device type and port location) on the IP Office system. Information on the current status of a device is also displayed
Trunks - IP Office trunks and connections (IP, analog and digital) and their current status are displayed.
SSA reports on Quality of Service across a Small Community Network (jitter, latency, packet loss)
System Resources - IP Office includes central resources that are utilized to perform various functions. Diagnosing these resources is often critical to the successful operation of the system. This includes details on resources for VCM, Voicemail and conferencing
SSA can be launched independently or from within IP Office Manager, and there can be up to two (2) SSA clients connected to an IP Office unit at one time. SSA is available for use with IP Office 4.0 running on IP400 or IP Office 500 hardware.
Messaging & User Applications enhancements
Messaging Usability - Visual Voice
Benefits – Improved Usability
Provides easy access & playback control via display phone Allows upsell to large display phones
Visual Voice allows easy access & control of voice messages via the display of digital/IP phones (large display LCD sets only: 2410, 2420, 5410, 5420, 4610, 4620, 4621, 4625, 5610, 5620 & 5621 phones only – excluding T3 sets)
Note: Visual Voice is NOT available on Voicemail Lite
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Visual Voice
Call-Back Sender (internal or external caller with Caller ID)
Fast Forward, Rewind & Skip
Fax Tone Detection & Routing
Enhanced Employee productivity Lower costs for entry-level messaging Improved Customer Service through Announcements & Auto-Attendant
New Embedded VM features added to offer basic VM for IP Office Standard Edition incl. AA
Fax tone detection avoids need for dedicated DDI for fax on smaller systems
Queue Position, Estimated Time to Answer (ETA) and breakout from announcements still require VM Pro
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Voicemail Pro - Cascaded Out-calling
Voicemail Pro can call specified telephone number(s), with a defined escalation priority order, to inform the recipient that a new voice message has been received in a user's mailbox
Great for healthcare or support environments where important voice messages are left and need to be answered promptly – even out of hours
Doctor Office
Public Network
Doctor’s Phone
Patient rings Doctor on main number during out of hours
This slide is animated: scenario is that a patient calls main doctor surgery, no one answers and a message is left. VM Pro can then calls the following numbers in a pre-programmed order: doctor’s office phone, doctor’s mobile/cell phone, doctor’s home number and if still not answered, the doctors on duty during out-of-hours. If the call is answered then VM Pro asks for mailbox security details to present the voice message or the recipient can reject the call.
The voicemail notification can be sent for:
Any new voice messages
Any new priority voice messages
Mailbox owners can configure their own options from their handset (TUI)
Create own Time Profile – defining when notification should take place
Out-calling destinations – defining where notification should take place and in which priority order
Five destinations can be defined via the TUI. The destinations selected in the escalation list are called in sequence. The possible destinations are:
Desk
Mobile/Cell
Home
Delegate
Other
Each time an outcall event occurs, each number in the escalation list will be called until either the call is answered, or the end of the list is reached. This process will be repeated on each retry attempt, for the number of retries set.
Out-calling is only available with VM Pro running in Intuity Mode
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Voicemail Pro - Call Recording
Capture the complete call from answer to clear down
Recording continues even when transferred to another member of the group
Life of call (record against Incoming Call Route i.e. Caller ID or DID/DDI)
Within a group
Every call is captured
Even IP to IP direct media calls
Training and Quality assurance
Voice Recording
A number of improvements have been made to call recording operation in conjunction with Voicemail Pro. In the descriptions below 'party' can mean user, hunt group or incoming call route involved in a call.
Calls including IP end points, including those using Direct Media, can now be recorded.
IP to IP direct Media Calls will be rerouted via a codec if recording is invoked (NEW in 4.0).
Voicemail Pro automatic call recording can be triggered by Incoming Call Routes (NEW in 4.0).
Where recording is triggered by several parties within the same call, separate recordings are produced for each party.
For example if both automatic hunt group recording and automatic user recording are applicable to the same call, separate recordings are produced for both the hunt group and the user.
If a call is to be recorded multiple times to the same mailbox only a single recording is made; resolved in the order of: incoming call route, account Code, hunt group and user settings.
Recording only continues while the party triggering the recording is part of the call, for example:
Recording triggered by a user stops when that call is transferred to another user.
Recording triggered by a hunt group continues if the call is transferred to another member of the same group. Recording stops if the call is transferred to a user outside the hunt group.
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VoiceMail Pro 4.0 enhancements - Summary
Visual Voice
Cascaded Out-calling
Recording enhancements
User Announcements
Remote Queuing for Distributed Groups across SCN
Available with Advanced Networking license
Benefits
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Phone Manager & SoftConsole Enhancements
Phone Manager now controls IP DECT
Queue Monitor now shows all calls waiting (New to 4.0)
ISDN Advice of Charge * information is shown in Call Details area of Phone Manager Pro during outgoing call
* AOC feature depends on the local Service Provider and may not be available in all countries
Advice of Charge (ISDN Service Provider dependent)
The Advice of Charge field is only available in Phone Manager Pro. When there is information about the cost of an external call, the information is detailed in the Advice of Charge column. The heading is only visible when any details are available and is only available during a call. The details are not saved in the Call History area.
IP Office 500 Platform
IP Office 500 – Product Highlights
More granular, modular, flexible IP Office platform
More affordable in the price-sensitive 10-30 user segment
with IP Office Standard Edition software
Increased IP Telephony capacity
Upgrade licensing to IP Office Professional Edition
Plus licences for SIP trunking, VCM channels, voice networking and advanced networking
IP500 only runs 4.0 software
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IP Office 500 - Product Description
IP Office 4 Slot Switch Chassis
19” rack mountable or wall mounted
Fresh new look
‘Base cards’
8 Port DS
2 or 8 Port Phone
Trunk ‘Daughter cards’ fit on top of a base card in the same slot
4 Port Analog Trunk card
2 or 4 Port BRI (4 or 8 channels)
Slots accept current range of trunk cards via ‘Legacy Card Carrier’
Also provides 8 Expansion ports compatible with IP Office expansion units
SmartCard – system operation and licensing
Daughter card
IP Office 500 Feature Key
Supports 24 x DS or 32 x Analog Phones in chassis
Maximum of 272 extensions in system (combined Analogue, Digital and IP)
Max 264 Digital (*), 272 Analog, 272 IP (inc T3 IP)
Up to 2 VCM modules in chassis (max 128 channels)
Supports up to 4 Trunk Daughter Cards in chassis
Supports up to 2 IP400 trunk modules in chassis (via Legacy Card Carrier) – max 4 x PRI E1/T1
Any card in any slot (not Hot Swappable)
Supporting up to 8 expansion units (DS30/16, Phone30/16/8, Analog Trunk 16, SO8)
WAN 3 module & modem card not supported with IPO 500
No on-board X.21/V.35/V.24 WAN port (but built-in Ethernet WAN available)
64 Channel Conferencing
IP Office 500 – Control Unit
LEDs
Compact Flash (Embedded Messaging, MOH)
Support for 8 IP Office expansion modules
LAN/WAN (Ethernet)
External Relay control
DTE
Port
Rear
Reset
Button
IP Office 500 – New DS 30 & Phone 30
New IP Office DS 30 & Phone 30 units
In the look & feel of IP Office 500 control unit
Fully compatible with existing IP Office control units
Will run alongside existing IP400 DS30 & Phone30 units
Existing IP Office Expansion Units will work with IP Office 500 for migration purposes (except WAN-3)
Phone8, Phone16, DS16 & Analog Trunk 16 not commonly needed with IP500
Smaller granularity covered by IP Office 500 modules
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IP Office 500 – System Capacities
Control unit Extension Capacity
16 / 144
BRI trunks
4
30
Conferencing
64
(*) NOTE: Maximum 240 x 4400 series handsets supported – DS expansion modules only
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IP Office 500 – Licensing
SmartCard Feature Key Licensing
Mu-Law and A-Law variants
Existing IP400 licences can be transferred to IP500 feature key
IP500 only supports 4.0 software
Runs IP Office “Standard Edition” software without any license
Upgradeable via license to IP Office Professional Edition
IP Office 500 Feature Key
Serial, USB and parallel feature keys NOT supported on IP500 (only Smart Card)
MU-law is for North America; A-law is typically for European, Asia-Pac and CALA countries
Avaya IP Office Standard Edition (Release 4.0) Software
New Entry-Level IP Office offer based on IP500 hardware
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Worldwide IP shipments by segment size
Worldwide shipments for Pure IP and Hybrid IP PBX (Source: Canalys 2006)
10-30 users segment represents about a third of the 10-249 users market
Users
Lines shipped
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IP Office Standard Edition software on IP500
Target Market:
IP Office Standard Edition feature set:
Scales up to 32 users (using analogue, digital and/or IP phones)
Designed for single site with no networking requirements
Supports simple applications
Product Details:
Uses IP 500 hardware offering a lower price compared to IP 400
Reduced training requirement (2 days vs 5 days for Professional Edition)
Remotely upgradeable to IP Office Professional Edition by software licence
Low
High
Size
Edition
0
32
272
By default the IP500 control unit runs a subset of full IP Office functionality called IP Office Standard Edition. In this mode the IP Office is restricted as follows. These restriction can be removed by adding an IP 500 Professional Edition Upgrade license to the configuration.
The IP500 is restricted to a maximum of 32 users using ports on base cards in the control unit.
In Standard Edition mode the IP500 does not support any external expansion modules.
The applications Embedded Voicemail, Phone Manager Lite/Pro/PC SoftPhone, SoftConsole, TAPI, Delta Server and CBC, Manager, SSA and Monitor are supported. Advanced applications such as Voicemail Lite/Pro, CCC, Conference Center, MS-CRM, etc are not supported.
IP trunks (H323, QSIG, SCN) not supported. IP DECT and SIP trunks are supported. Enabling IP trunks requires both a IP500 Professional Edition Upgrade license and IP500 H323 Networking licenses.
Meet-me conferencing is not supported.
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Standard Edition versus Professional Edition
Voice networking (H323, QSIG and SCN) is optional extra
IP Office 500 Pricing
Pricing goals
Revenue neutral for mainstream IP Office sales
More aggressive pricing for standalone 10-30 segment
Win small customers before they grow
Protect their investment
More attractive pricing for larger IP Telephony deployments
*
Digital Phones + Digital Trunks
IP Office Professional Edition similar price to current IP Office
IP Office Standard Edition much cheaper than current IP Office
Standard Edition
IP Phones + Digital Trunks
Max 60 VCM channels in IP412, 128 in IPO 500
IP Office Standard Edition much cheaper than current IP Office
IP Office Professional Edition similar price to current IP Office <100 users but much cheaper >100 users
Standard Edition
IP Office Standard Edition – Competitive Pricing
Competitive pricing above shows US$ street price/user for system incl. digital sets
Sales Ordering, Training & Documentation
New 4.0 Licences
Upgrade to 4.0 software does not require a license key
Software is available free of charge on http://support.avaya.com
IP 500 Upgrade Standard to Professional
IP 500 systems to run in IP Office Professional Edition mode rather than IP Office Standard Edition mode
IP 500 Voice Networking (Entry 4 Channels)
IP 500 systems running in Professional Edition mode, this licence enables support for H323 IP trunks between IP Office systems and QSIG or Small Community Networking
IP 500 Voice Networking (Additional 4 Channels)
Allows an additional 4 x H323 / SCN voice networking trunks
IP 500 VCM Channels
IP 500 VCM 32 and IP 500 VCM 64 base cards. Each card supports 4 channels by default, with additional channels being enabled by the addition of licences
SIP Trunk Channels
This licence is used to configure the maximum number of simultaneous SIP trunk calls. Multiple licences can be added for the number of SIP trunks required
Advanced Small Community Networking
This licence is used to enable support for remote Hot Desking and Distributed Hunt Groups within a Small Community Network
4.0 software upgrade is free-of-charge
IP500 licenses are IP500 specific
*
IP Office 4.0 - Training
AVA00920AEN IP Office Standard Edition Implementation Workshop Assessment
AVA00940H00 IP Office Professional Edition Implementation Workshop
AVA00940AEN IP Office Professional Edition Implementation Workshop Assessment
AVA00905WEN IP Office System Status Application
AVA00481WEN Introduction to Session Initiation Protocol (SIP)
*
Just choose
“SMB View”
There is a SMB segment portal that collates the materials for products and services to SMB customers allowing simplified and quicker research on IP Office and other SMB platforms. It is easy to find and save as the default page – when logged on to the portal simply select My Settings and choose SMB View to have this as your preferred Avaya page.
*
IP Office 4.0 – Documentation & Tools
IP Office Knowledge Base
IP Office > Sales Collateral and Tools > All Collateral
How does the competition
Win Against Nortel
SIP
Network Transparency
Moving parts such as hard-disks and replaceable fans increase points of failure and downtime
40-party ad hoc conferencing only; NO meet-me bridge; NO web-based conferencing
No BLF or Absent Text Messaging between networked sites
SIP Trunking
System Diagnostics
Only supported between Nortel Systems (BCM, Succession or CS)
Supported with additional hardware
Not supported
BCM 50 and 200/400 have hard-disk and fans on board which may fail. HD failure is common.
IP Office has no moving parts therefore it is more resilient as a result
IP Office 64-party conferencing/Meet-me bridge
ROI tools help cost justify system from reduced conferencing service costs
Nortel BCM supports 3-party conferencing
No Meet-me bridge
Networking Feature Transparency
No Absent Text Messaging
*
Win Against Cisco
Cisco CallManager Express
Reducing capabilities?
Cisco only supports analog & IP phones forcing customer to move to an all IP environment on day one
3-party conferencing only; NO meet-me bridge; NO web-based conferencing
Features have been removed after software upgrades (e.g. meet-me conference bridge)
SIP Trunking
System Diagnostics
Supported
Supported
EMPHASIZE:
Cisco CallManager Express systems support only analog sets and IP Phones, forcing the customer into an all IP environment on day one of deployment. No support for analog Caller ID sets.
• Customer investments in digital phones will be lost since digital sets are not supported on CallManager Express systems.
Features supported on each software release vary hence raise a concern for some key telephony features (e.g. meet-me)
Cisco CM Express support 4-party conferencing
No Meet-me bridge
Win Against Alcatel
SIP
Network Transparency
PIMphony Basic offers NO supervision while Phone Manager Lite offers 15 BLF free-of-charge for ALL users
3-party conferencing only; (6-party conferencing & meet-me bridge optional) NO web-based conferencing
No BLF; no Absent Text Messaging and no paging across the network
SIP Trunking
System Diagnostics
Newly Supported (requires chargeable upgrade to R5)
Very Basic
Not Supported
Only the OmniPCX Office Advanced Version matches up to the IP Office system; don’t let them sell you less!
Productivity Applications
PIMphony Basic (even Pro) offers NO supervision (requires PIMphony Team) while Phone Manager Lite offers 15 BLF free-of-charge for ALL users (Pro offers up to 1000 BLF/speed-dial icons). Besides PIMphony Lite is only free for the first 25 users while Phone Manager Lite is free for ALL users on the IP Office system.
Conferencing/Meet-me bridge
Alcatel OXO supports 3-party conferencing as standard and optionally 6-party (versus 64-party on 406v2/412/500)
Optional 6-party Meet-me bridge
Networking Feature Transparency
Extra cost software
No BLF across the network
*
Win Against Siemens
SIP
Custom Call Recording
Siemens has announced it will sell its enterprise division which manufactures IP and digital phone equipment =Unstable=FUD
5-party conferencing only; no meet-me bridge without expensive OpenScape or third-party servers
Only ad hoc call recording is supported; customizable call recording and recording storage solutions are not a standard Siemens offer
SIP Trunking
System Diagnostics
Supported
Optional
*
Win Against Inter-Tel
Inter-Tel CS5200/CS5400/5600 Systems
Founder and CEO left the company, creating speculation
SIP Trunking
System Diagnostics
Supported
Optional
EMPHASIZE:
New, Inter-Tel 7000 series due out soon
Will replace AXXESS system – not a good time to invest in AXXESS
Inter-Tel products support 4-party conferencing
No Meet-me bridge
Inter-Tel is ripe for a merger or acquisition since Mihaylo left with majority stock
Uncertain times at Inter-Tel, FUD
*
Avaya MERLIN MAGIX ®
5-party conferencing; go to IP Office 64 meet-me bridge
Enhance networking capabilities over multiple sites and offer migration to IP when required
SIP Trunking
System Diagnostics
Supported with migration to IP Office
EMPHASIZE:
Re-use Magix 4406, 4412 and 4424D+ sets on IPO
IP Office offers path to IP Telephony and strong IP networking
IP Office 64-party conferencing/Meet-me bridge if customer renting conf skills.
*
What’s new in 4.0 - Competitive Summary
SIP

IP Office Product Roadmap
2007 & Beyond
The new features discussed in this slide deck are PROPOSALS only at this stage. Not all features presented may be implemented
*
Product Roadmap is aligned to Top 5 priorities :
More Compelling to sell
IP Office Roadmap 2007 & Beyond
Continued Focus With Strategic Expansion
IP Office: new 4.0 software: two editions priced for SMB needs
IP Office: more modular options with IP500
SIP Trunking
Installation
Certification
Maintenance
Enhanced mobility
Continued applications integration
DevConnect for SMB
Presence server: Since release 3.0, Phone Manager can read information from Microsoft Live Communication Server (LCS). This offers Presence & Instant Messaging across the SMB sites.
SIP trunks: Support of SIP trunks is now available with IP Office release 4.0 scheduled for calendar Q1 of 2007.
SIP end-points: Support for next generation IP end-points (with SIP superseding H.323) are planned post 4.0. For investment protection, please note that the same 46xx IP phones that IP Office supports are supported on Avaya Communication Manager as SIP end-points by simply upgrading the firmware to SIP.
Release 4.1 highlights
Application integration – more integration with Microsoft Outlook (e.g. calendar-based greetings, telephony toolbar) and also a new partner
New VPN phone – 5610/21 with built-in IPSec VPN
Next Gen Small Contact Centre – new CCC offer easier to install & use with multi-site reporting
Enhanced Mobility - Mobile/Remote call transfer - calls diverted off switch will have the ability to transfer and conference via DTMF
Enhanced Management Security - added security for remote management
Multi-Site Management - integration with Avaya Integrated Management Tool
Other enhancements:
Multiple Music on Hold - up to 4 sources of music on hold in the system
Calendar-based time profiles - ability to use days and months in a time profile
Audit Trail via Syslog – ability to log configuration changes on external syslog device
Future highlights
Simpler IP Telephony installation - software improvements to make deployment more "plug and play" like Quick Edition
Presence enhancement – make use of presence on phones and CTI/messaging applications
T.38 support - provide reliable fax transmission over packet networks with both SIP and H.323 call control
Fixed-Mobile Convergence – New offers such as SIP client on mobile/cell phone
Unified Messaging – web services plug-in to deliver & synchronise voicemails into email clients
Personal Business Assistant – Innovative application that automatically route calls based on your availability and the caller’s importance
Summary
IP Office 500 and 4.0 – Customer Benefits
IP Office 500
Modularity, scalability and flexibility. Start with what you need. Add advanced applications & capacity as you grow Solid package of entry-level features with Standard Edition Upgrade seamlessly to Professional Edition when advanced capability and more capacity is needed
Standard Edition offers enables wider range of businesses to leverage IP Office from the start Start only with what you need – Add capabilities later via license keys Modular approach increases flexibility and protects business investment
Release 4.0
Customer Benefits
SIP trunking
New access to low-cost Internet Telephony Service Providers Increased choice of Service Provider
Queuing enhancements improve flexibility and customer service Site-to-site “hot-desking” improves mobility ISDN enhancements maximize user productivity
*
IP Office 500 and 4.0 – Reseller Benefits
IP Office 500
Single platform handles 2 to 272 users Expand markets – modular, scalable, flexible system makes IP Office more attractive in the under-30 users market segment Increased VCM capacity caters for the largest of SMBs Logical upsell to Professional Edition can grow installed base
Easier to price and sell Increasing VCM channels and licensing arrangements make standalone IP configurations more attractive and affordable Networking IP Office sites now licensed on IP500 – pay only for what you need Potential for adding new functionality and capabilities facilitates recurring revenue streams
Release 4.0
Reseller Benefits
SIP trunking
Bundle new Service Offers with IP Office Offers investment protection to your installed base
Increased flexibility has evolved ahead of customer needs Upsell opportunities with distributed groups and hot-desking across SCN ISDN enhancements increase potential sales in EMEA and enable clear migration path for Avaya Integral customers
*
Decision Makers
Business Owners who handle IT by default
Different Flavors For Small to Midsize
Meet The Price/value Needs Of Our Target Segments
Avaya commissioned study: Aug 2006
250
Sales pitch differs by decision-makers (Owners, Office Managers, IT Managers).
Owners need a ROI pitch while Office Managers/IT Managers can have a more technically-oriented sales pitch
For basic TDM needs, Partner in North America and I5 in EMEA address these SMB needs
For the converged needs (LAN ready customers), Quick Edition is the way forward for 2 to 20 users
For simple yet-can-grow, IP Office Standard Edition can play in 10 to 32 users
*
Intelligent Communications For Small Business
Available Today With IP Office
Benefits
& ROI
Examples:
Products
Purchased
5420 set for main position
5410 sets
Immediate savings from calling, conferencing
Remote worker enablement
IP sets using SoftConsole;
Enhanced responsiveness & accessibility
Easy, integrated system admin
IP Office 500 Professional Edition with Voicemail Pro with UM & TTS
Advanced networking
Specialization
IP Office 500 Professional Edition with Voicemail Pro, TTS, and IVR
CCC with MS-CRM integration
Back-up
Source: Synergy Research Group, calendar Q3 of 2006
3Com Avaya Cisco Nortel Alcatel
-Lucent
10%
20%
30%
40%
2000…
Worldwide
IP Office Roadmap Summary
System Status Appl. for Remote Diagnostics
ISDN enhancements
Applications
Voicemail Pro 3.2
Remote Client + more
Voicemail Pro 4.0
(codename CCC v6)
Prioritized session handling based on availability and priority of caller.
4625 colour IP phone
Fixed-Mobile Convergence – Mobility Enhancements
3620 WiFi phone (US)
IP DECT (North America)
SoftPhone improvements
Presence server: Since release 3.0, Phone Manager can read information from Microsoft Live Communication Server (LCS). This offers Presence & Instant Messaging across the SMB sites.
SIP trunks: Support of SIP trunks is now available with IP Office release 4.0 scheduled for calendar Q1 of 2007.
SIP end-points: Support for next generation IP end-points (with SIP superseding H.323) are planned post 4.0. For investment protection, please note that the same 46xx IP phones that IP Office supports are supported on Avaya Communication Manager as SIP end-points by simply upgrading the firmware to SIP.
Release 4.1 highlights
Multi-Site Management - integration with Avaya Integrated Management Tool
Multiple Music on Hold - up to 4 sources of music on hold in the system
Enhanced Management Security - added security for remote management
Calendar-based time profiles - ability to use days and months in a time profile
Mobile/Remote call transfer - calls diverted off switch will have the ability to transfer and conference via DTMF
Audit Trail via Syslog – ability to log configuration changes on external syslog device
Next Gen Small Contact Centre – new CCC offer easier to install & use with multi-site reporting
Desktop Application integration – more integration with Microsoft Outlook (e.g. calendar-based greetings, telephony toolbar)
Future highlights
Simpler IP Telephony installation - software improvements to make deployment more "plug and play" like Quick Edition
SIP end-points - support for SIP phones
Presence enhancement – make use of presence on phones and CTI/messaging applications
T.38 support - provide reliable fax transmission over packet networks with both SIP and H.323 call control
Fixed-Mobile Convergence – New offers such as SIP client on mobile/cell phone
Unified Messaging – web services plug-in to deliver & synchronise voicemails into email clients
Personal Business Assistant – Innovative application that automatically route calls based on your availability and the caller’s importance
*
Enhanced Call Handling:
Enhanced Alternate Route Selection (improved LCR)
Distributed Groups & hot-desking across SCN
Phone usage enhancement (e.g. visual voice)
Systems Status for Local & Remote Diagnostics:
Most maintainers find Monitor too complex and Call Status too simple
Solution: New System Status Application (replacing Call Status) aimed for maintainers to self-diagnose
Real-time system diagnostics to visualize trunk lines, extensions, VCM channels, VM Pro ports and system resources status
Historic Alarms captured & stored within IP Office
Avaya-Tenovis requirements for EMEA (Part 3)
ISDN supplementary features (e.g. AOC, CCBS, MCID)
New 4.0 functionality enabled via license key
Release 4.0 not supported 403 and 406v1 due to memory limitation
Announcements separate from queuing: Allows to play announcements to callers whether or not all agents are busy or not. System Manager can control when & how often announcements are heard.
*
IP Office 4.0 - Terminals/Platform Support
Platforms NOT supported in 4.0:
IP401 Compact – no longer sold
IP403 – no longer sold
20xx (INDeX DT) - no longer sold
20DT Analog Kirk DECT (unless using GAP on IP DECT) – no longer sold
4606, 4612, 4624 IP - no longer sold
TransTalk 9040 – no longer sold
Platforms supported in 4.0:
6400 series digital
20DT DECT (with IP DECT)
3701/3711 (IP DECT)
Associated DSS units (e.g. EU24)
Note: no longer supporting a phone does not mean that its use is explicitly prohibited or code is removed, but no longer supporting a phone means is has not been tested and reported bugs are no longer fixed
(*) 406v2 Minimum of PCS 8 – (64MB RAM)
(Free memory upgrade process available)
Hardware Support
The following hardware is not supported with IP Office 4.0:
The WAN3 external expansion module is not supported (the WAN3 10/100 is still supported).
All Network Alchemy external expansion modules are no longer supported.
The IP403 and IP406 V1 control units are not supported
Note: Some early 406v2 units were made with only 16MB RAM (PCS<08). These units can be sent back to Avaya for a FREE memory upgrade in order to run 4.0 software
T3 digital/IP not supported on Small Office Edition running 4.0 (due to memory limitation)
T3 digital/IP are supported on IP406v2, IP412, and IP500.
*
SIP Trunking – Technical View
IP Office Managed View
Incoming calls are routed based on IP Office incoming call routes
Calls can be matched against ‘Incoming’ (from) and ‘Called’ (to) addresses
SIP Trunks are licensed in increments of 1, 5, 10 and 20
Additional sizes are available by combining licences
UA (User Agent) is an entity in SIP that generates and terminates sessions.
B2BUA (Back to Back User Agent) is an entity in SIP that generates and terminates sessions.
H323
IP DECT
Benefits: SIP trunking 20% to 30% than traditional carriers
SIP trunking requires VCM cards + SIP Trunking RFA
*
SIP network topology - Option 1
Service Provider with Session Border Controller
Session Border Controller (SBC) solves NAT traversal issues
This option is the most reliable and preferred method
NAT Firewall / Router
Session Border Controller
DMZ
Direct Connection via DMZ
Direction from IP Office second Ethernet Port (LAN2) to Internet via DMZ (De-Militarized Zone)
For Security, IP Office firewall will drop all packets except SIP
Request NAT information
Retrieve NAT information
ITSP Connection via STUN server
Connection to the ITSP over NAT using 3rd-party STUN servers in the network
STUN (Simple Traversal of UDP through NAT) allows discovery of the NAT mechanism being used
ITSP connection through ALG-equipped router
Connection to the ITSP via router equipped with an Application Level Gateway (ALG)
ALG mechanism transparently resolves all NAT issues
Router with SIP ALG
Why NATs break VoIP (part of the story)
N
A
T
ITSP
NAT replaces the source address 192…1 with 217…186
The SIP Message, at a higher layer, untouched by the NAT, tells the ISP to set up the RTP to 192.168.42.1
RTCP & RTP from 192…1 to 217…180
SIP Message
SIP Message
SIP message from 192…1 to 217…180

*
STUN (NAT discovery)
Now IP Office reads the payload and discovers its address is being translated to 217.41.84.186
NAT changes 217…180 to 192…1
The reply is sent to 217…186
STUN Message
STUN Message
STUN Response
STUN Response
The STUN server writes what it sees as the source into the payload
STUN
Server
217.41.84.100
determine the type of NAT and how it maps
IP addresses and port numbers
*
User Announcements
Available on Voicemail Lite, Pro and Embedded VoiceMail (all new in 4.0)
The recording of the announcements is unchanged from the current method for voicemail Lite and Pro. A new TUI will be introduced on the embedded VM to allow the recording of announcement 1 & 2
The max record length will be 10 minutes for each record
Announcements are independently configurable for each User on the system
A call can be answered by an User pre-announcement, during announcement or post announcement
If a User has forwarded their calls the original target’s announcements are played, unless forwarded to a Hunt Group. In this case the Hunt Group configuration will be followed
Support for User Announcements is new in 4.0
*
Voicemail Pro - Call Recording
User = With User
Hunt Group = Within Group
Recording against user is ended if the call passes to another endpoint (out of context)
Recording against Huntgroup continues if the call is transferred within the group (in context)
Any call (normal, conference, intrusion) can be recorded, regardless of the endpoint type (IP to IP direct media calls can now be recorded in 4.0)
Park and Hold pause recording
Training and Quality assurance
Voice Recording
A number of improvements have been made to call recording operation in conjunction with Voicemail Pro. In the descriptions below 'party' can mean user, hunt group or incoming call route involved in a call.
Calls including IP end points, including those using Direct Media, can now be recorded.
IP to IP direct Media Calls will be rerouted via a codec if recording is invoked (NEW in 4.0).
Voicemail Pro automatic call recording can be triggered by Incoming Call Routes (NEW in 4.0).
Where recording is triggered by several parties within the same call, separate recordings are produced for each party.
For example if both automatic hunt group recording and automatic user recording are applicable to the same call, separate recordings are produced for both the hunt group and the user.
If a call is to be recorded multiple times to the same mailbox only a single recording is made; resolved in the order of: incoming call route, account Code, hunt group and user settings.
Recording only continues while the party triggering the recording is part of the call, for example:
Recording triggered by a user stops when that call is transferred to another user.
Recording triggered by a hunt group continues if the call is transferred to another member of the same group. Recording stops if the call is transferred to a user outside the hunt group.
*
Call Recording
IP to IP Direct Media Calls will be rerouted via a codec if recording is invoked
Hunt Group recordings will provide the ID of both the Hunt Group and the Agent for VRL as well as the calling party
Calls being recorded due to Hunt Group settings will continue to be recorded if transferred within the Hunt Group/Overflow Hunt Group
If a call goes to a Night Service/Out of Service Group, then the Night Service/Out of Service Group settings will be applied
Calls being recorded due to User settings will result in the recording being stopped if the call is transferred to another destination
If a call to a User with recording set, that is unanswered by the User will NOT initiate a recording. Examples, Diverts, transfer and call pickup
Outbound calls that are account coded will be checked against account code table to see if they should be recorded. This recording is delivered to the Users automatic recording mailbox setting
Holding or Parking a call will pause the recording until it is taken of Hold or Park
A keep a live will be sent every 5 seconds to the VMPro server. A voicemail channel will continue to be used during the Held state.
Calls can now be recorded by the Incoming Call Route Form, when enabled the call will be recorded for the life of the call
*
Private Call
Setting a users status to ‘Cannot be intruded’ will prevent intrusion and other users bridging onto a call.
A new Short Code feature ‘Private Call’ will set the phones status to ‘cannot be intruded’ for that call only.
*
Breakout Dialing
Complements Remote Hot-Desking
Anticipated to be most useful when working away from base office
Make calls from any switch in SCN
Press Breakout button
First leg of call is across SCN IP trunk
*
Example Breakout Scenario
24xx/54xx, 46xx/56xx
Remote Office
Central Office
Remote Office
This is a Small Community Advanced Networking feature and requires entry of the Small Community Advanced Networking license on each system in the network.
Short Code Example:
MCID - Malicious Call Identification
Purpose: to identify frequent disturbing or even malicious calling parties who withhold their phone number (i.e. using CLIR)
Prerequisites: functional availability on the trunk side and legal authorization
Usage on T3 phones:
if successful: display shows „user registered“, beep tone
Usage on other Avaya phones (24xx, 46xx, 54xx, …):
Activation (initiation) by soft key or short code
if successful: beep tone
*
AOC - Advice Of Charge
Purpose: to inform the user on the charges of the current/last call or the total of charges.
Prerequisites:
Feature has to be enabled (per user, by IPO Manager)
Options:
Restrictions:
AOC applies to outgoing calls only; reverse charging not supported
AOC is not available on QSIG lines (and other types of networking)
AOC-S is not supported
*
CCBS - Call Completion to Busy Subscriber
Purpose: to inform an internal user on the availability of an external user after a call attempt to him failed due to its busy state and vice versa
Prerequisites:
Support of CCBS on the used trunk
Feature has to be enabled for the active and the passive sides separately (per trunk, by IPO Manager)
Restrictions:
*
IPO
A
IPO
A
IPO
B
SCN
IPO
A
IPO
A
IPO*
B
Public
Network
CCBS
active
CCBS
passive
IPO
IPO
A
IPO*
B
Public
Network
CCBS
active
CCBS
passive
IPO
A
Not Supported: Callback when free
User A calls User B via SCN + breakout to trunk at 2nd switch
SCN
PR - Partial Rerouting
Purpose: to avoid the blocking of resources (B-channels on the trunks) in case of forwarding to an external party.
The public network is instructed to perform the call forwarding.
Prerequisites:
Feature has to be enabled (per trunk, by IPO Manager)
Restrictions:
PR is only used if the incoming and the selected outgoing trunks are in the same group
*
ECT - Explicit Call Transfer
Purpose: to transfer a call on the S0-interface (in order to free the B-channels).
Terminals:
ECT can be used by any ETSI compliant DSS1 device.
*
New
Capability
Simple scalability, modular growth
When customers need to grow, they can add equipment in many increments (4/8/16/30-ports), preventing wasted “real estate” and expense
Alcatel OXE: 2/4/8/16 port cards Cisco CME: Platform change out every 50 to 100 ports Inter-Tel CS5000: 16/48 port modules Nortel BCM: 4/8/16/32 port cards Siemens HiPath 3000: 4/8/16/24 port cards
Multi-site hot-desking
With multi-site hot-desking, users can roam between locations, log in at any phone, retain all personal phone features and attributes; both digital and IP phones can be used
Hot-desking not supported: Alcatel OXE, Cisco CME, Inter-Tel CS5000 Multi-site hot-desking not supported: Nortel BCM, Siemens HiPath 3000
System Status Application
Proactive alarming helps ensure optimum performance and reduce downtime making businesses more productive
Not supported: Alcatel OXE, Optional on Inter-Tel CS5000 and Siemens HiPath 3000 Nortel BCM: standard software, optional hardware
64-party conf /Meet-me /Web-based options
Customers can eliminate conferencing services bills & bring that in-house, up to 64-parties: saves time and money.
3-4-party conf, no Meet-me bridge: Alcatel OXE, Inter-Tel CS5000, Cisco CME Nortel BCM: 40-party conf, no Meet-me bridge Siemens HiPath 3000: 5-party conf, opt Meet-me bridge
Configurable Call Recording
Get sales people to come to regular meetings. Record calls to ensure customer satisfaction or agent performance. With this standard feature of VoiceMail Pro, conference and customer calls can be recorded on a scheduled basis; optionally saved off-line for review, and conference calls can be posted to the Web to listen to later
No configurable call recording or off-line storage: Alcatel OXE, Cisco CME, Inter-Tel CS5000, Nortel BCM, Siemens HiPath 3000
Mobile Twinning
Reduce missed business: calls can ring simultaneously at a desk and at a home phone or cell phone and if unanswered, will cover back to the system voice mail;
*
IPO 500 Platform – Internal Assembly
Internal
PSU
IP Office 500 – Digital Station 8 card
Lite-pipe and LEDS
Daughter card connection
Total 264 digital phones in system
Daughter cards supporting BRI 4/8/ATM4
Terminals Supported
-Avaya 2400: 2402, 2410, 2420
-Avaya 5400: 5402, 5410, 5420
-Avaya 6400: 6408, 6416, 6424
NOTE - Support for Avaya 4400 series sets will be limited to external DS Expansion Unit ports only.
4 trunk ports enabled with Daughter card
1-8 station ports
IP Office 500 – Phone 2 / Phone 8 cards
Lite-pipe and LEDS
Total 272 analog phones in system
Daughter cards supporting BRI 4/8 or Analog Trunk 4
NOTE – Phone 2 supports Emergency phone only with Analog Trunk 4, not Power Fail.
Emergency phone and Power Fail with Analog Trunk 4
1-8 station ports
VCM 32 or 64 variant
Maximum of 2 x VCM cards supported per chassis
Maximum 128 channels per system
4 channels per card enabled by default
Additional channels Licensed in 4, 8, 16, 28 and 60 increments
4 x Trunk ports support for fitted daughter cards
IPO 500 – Daughter Boards
Fits onto Base Cards:
VCM 32 / 64 cards
*
Legacy card
Single E1/T1/E1R2
Dual E1/T1/E1R2*
BRI 8
Single legacy card per carrier
Maximum of 2 x Carriers per IPO 500 chassis
* Coax version of E1R2 not supported
*
For End-users:
More affordable IP Office solution for cost-sensitive buyers/market
Easy path for SMBs who want VoIP but don’t want to pay for it today
Advantages over traditional offers from NEC/Panasonic:
Supports User Productivity applications like Phone Manager
TAPI and ACD routing functionality is built-in
Easy upgrade to IP Office provides investment protection
Scalability up to 272 users
Advanced applications (VM Pro, IVR, UM, CCC, Conferencing Center)
Built-in 64-party meet-me conferencing bridge (digital lines required)
Multi-site capability
Removes fear of IP & Networking for less tech-oriented resellers
Simpler authorisation needed
Easy path to selling IP Office advanced functionality & Applications
*
IP Office Standard Edition – Go To Market model
Existing IP Office channel:
BP survey for 3.2/4.0 showed that 84% of our existing BPs would be interested to resell IP Office Standard Edition
Minimised erosion of IPO sales by removing key IPO features
Can upsell to IP Office Professional Edition later on
Recruit New low-end channel in 10-30 users segment:
Recruit BPs currently reselling low-end TDM PBXs such as NEC, Panasonic or Inter-Tel.
*
Street pricing incl. Digital phones (no VM/AA)
$200
$250
$300
$350
$400
$450
$500
$550
$600
12
16
24
-
SoftConsole
CBC
0
2,000
4,000
6,000
8,000
10,000
12,000
2
8
14
20
26
32
38
44
50
56
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
2
8
14
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IPO 4_0 Core SW and IP500 Product Update 2007-02-08 -FINAL

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