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IP Office - "The World's Premier VOIP Solution for 10 to 1000 Staff "

Application

Telephone calls can be routed to the right person based on direct inward dial (DID) or caller identification and via computer telephony integration (CTI). These features, which have until now been available only on very large systems, are delivered free on Avaya IP Office.

Applications Platform

IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full compliment of sophisticated applications, including:

• Voice mail - Incoming callers never reach an empty office. With Call Forwarding, Dial-by-Directory, the ability to retrieve phone messages via the PC Soft Phone, and more.
• Auto-Attendant - Simplify service for you with this easy-to-use graphical interface; the ability to construct customized automated services means callers can efficiently navigate the system, and reach the right person, without the assistance of an operator.
• Integrated Messaging - Voice messages can be automatically forwarded to an email address, or the voice mail storage can be synchronized with any MAPI (e.g., Microsoft Exchange) compliant email server.
• E-Console-Graphical User (GUI) Interface for attendants via a PC-based console; an easy way to learn and use sophisticated tools in a comfortable environment.
• Phone Manager-A powerful desktop application for the IP Office, available in Lite, Professional, and IP Softphone versions to allow you to control and manage phone calls from your Windows desktop.
• Open CTI interfaces-TAPI-compliant out of the box. IP Office integrates easily with popular contact management applications such as Outlook. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit.
• Compact Business Centre - Report on overall system performance and basic call center functionality for a workgroup with quality of service reports, selected group reports, simple plug-and-play installation, and more.
• Compact Contact Centre - The formal Contact Center option, with a full management toolset including real time agent, system, group management, standard and custom reporting, real time tracking and analysis, options for agent connection, and remote agent support, wallboards for installations of up to 75 agents.
• Queue Manager and Campaign Manager - Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and service.

SOFTPHONE APPLICATIONS

COMPUTER TELEPHONY INTEGRATION (CTI)

With a conventional telephone system, analog or digital telephones are plugged into an extension socket connected to a PBX or Key System.

With IP Telephony, the telephone is connected to the IP PBX via the LAN. There are two basic types of IP phones:
A physical telephone, which looks very similar to a standard telephone (IP HardPhone)

A software application (iPhoneManager Pro) that runs on the user's PC, allowing them to use either a headset or a microphone, and their PC Keyboard to access telephony features.

RECEPTIONIST CONSOLE

AvayaT IP Office RECEPTIONIST eConsole Application

The PC based Windows Operator Console 'eConsole' has been specifically designed to provide benefits through improved operator service. Deployment of the eConsole provides the operator with the correct information to prioritize call handling and give the appropriate response to the caller. At the same time, the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner, enhancing your image.

E CONSOLE has been designed to be easy to use, whilst offering a look and feel that appeals to experienced and novice operators. The console is divided into 9 main areas:

• Incoming Caller Window
• Call Information/Notes Window / Outgoing user/Extension Name Window
• Outgoing Party Information Window
• Queued Call Bar Graph.
• Call Handling Buttons.
• Call Park Area
• Speed Dial Buttons
• Line Status Display

DESK SOFTPHONE APPLICATIONS

In addition to traditional analog and digital telephones, IP Office also supports IP HardPhones and SoftPhones. Using the inherent gatekeeper and gateway functions, IP Office can support either a 100% IP telephony solution, or a hybrid of both the traditional and IP worlds.

PhoneManager Lite is included in your AVAYA IP OFFICE system. The applications allows all employees to access the features and facilities only previously available to those working in call centers, or those companies deploying expensive, proprietary feature phones on every desktop. Using an analog telephone or digital terminal, along with a networked PC on the associate's desk, Phone Manager allows employees to take total control of their phone calls from their PC.

IP Softphone screen as displayed on your PC or Notebook

PhoneManager Pro (Upgrade)

PhoneManager Pro builds upon PhoneManager Lite by offering the following additional features:

• Integration with Contact Management packages to facilitate screen popping of the contact details of an incoming caller, dialing from the contact record with a simple mouse click and simple creation of new records with auto-insertion of the telephone number whilst on a call.
• Voicemail box control - Conferencing for 64 users
• Queue monitoring (2 queues)
• Simple incoming call scripting
• Function keys

Integrated Value Added Applications that Increase Revenues and Employee Productivity

Messaging Platforms

Messaging is one of the many applications provided to increase business efficiency and improve client handling. Voice mail provides the equivalent of a telephone answering machine on every employee's desk; in fact, voice mail facilities can be allocated to remote employees even though they may not have a desk or telephone in the main office. Voice mail allows callers to leave messages for you when you are out of the office, away from your desk or engaged on another telephone call. Voice mail messages can be retrieved either locally or remotely via any telephone (you will be prompted for a PIN number if you are using any telephone other than your allocated extension or a trusted location e.g. your mobile telephone). Alternatively, you can forward your voice mail to your email and collect it via your PC. This approach allows you to use your PC to display your two different types of messages.

Two VoiceMail applications are available:

• VoiceMail Lite
• VoiceMail Pro

VoiceMail

VoiceMail Lite is included in the IP OFFICE system.

IP Office's standard VoiceMail application allows detailed, confidential messages for individuals and Hunt Groups to be left and collected 24 hours a day, 365 days a year. It can handle up to 4 simultaneous calls. When enabled VoiceMail Lite automatically answers your telephone when you are not available to take a call. Personal greetings can be recorded, providing confirmation that the intended recipient will actually receive the message. Messages may be played as a continuous loop. This allows information to be heard, but no message to be left. The caller may press a key on the telephone at any time to be transferred to a pre-determined number, usually the receptionist or secretary. Where a voice mail needs to be copied to others, VoiceMail Lite provides many options: Voice mails can be simply forwarded to another mailbox, or group of mailboxes Recipients can append their comment to the voice mail before forwarding to another mailbox or multiple mailboxes. Alternatively, voicemails can be forwarded as emails.

VoiceMail Pro

VoiceMail Pro allows message handling for individuals or groups, provides information to callers, assisting the operator during periods of heavy call activity and more by including a powerful voice processing system and an easy to use graphical user interface - The VoiceMail Pro Manager application also allows far more to be achieved than just guiding a user to the group or extension they require. It allows VoiceMail Pro to dial back users, internally or externally, as soon as a voice mail message is left for them. It provides security; by prompting for a PIN code should a user wish to change their Forwarding or Follow Me number from an external telephone.

A single VoiceMail Pro server (PC-based) can provide voice mail services:

• Multiple IP Office systems over the LAN, WAN or a Frame Relay network.
• Centralized VoiceMail' can reduce costs, whilst facilitating communication between IP Office sites.