© 2008 Avaya Inc. All rights reserved. Avaya Proprietary © 2008 Avaya Inc. All rights...

© 2008 Avaya Inc. All rights reserved.Avaya Proprietary© 2008 Avaya Inc. All rights reserved Avaya Confidential

Avaya IP Office Release 4.2

Hans Dieleman


Today’s Discussion

IP Office Success

What’s New in IP Office Release 4.2– Core

– Applications

New! Avaya University IP Office Release 4.2 courses

New! Updated! Sales Tools & Collateral

Roadmap

Avaya Confidential


IP Office – Driving Intelligent Communications in SMBFlagship IP Product for Small and Medium Size Businesses Worldwide

2002: Launched in EMEA & N. America

Feb 2007: New IP500 platform and Release 4.0

Dec 2007: IP Office Release 4.1

Mar 2008: UC for Small Business launch

Fiscal Year

Over 130,000 Systems Installed!Over 4 Million Users Worldwide!

According to Canalys Q107 report, Avaya has #2 market share worldwide in the <100 employee segment (8%). We’re second only to NEC, which is a commodity player.*

*Source: Canalys, Worldwide Unified Communications Call Control Market, Dec 2007 Shipped to date


IP Office Release 4.2 Overview

CalendarQ3 2008

Respond to User Requests

New low cost IP phones

Messaging Enhancements

Respond to Mobility trends1

2

3

4


Platform Restrictions

Some features listed are not supported on all IP Office systems that can run IP Office 4.2, the table and notes below detail the restrictions


IP Office Release 4.2Unified Communications increasing Productivity

Avaya one-X™ Mobile

Client for Small Business

Voicemail to Email

Presentation

Unified Messaging

Service

Mobile Call Control


Avaya one-X™ Mobile Client for Small Business

Make & Receive calls through IP Office 500 and your compatible mobile device – using One Number

Supported on– Symbian Single Mode Version 4.0

– Windows Mobile Version 5.0 and 6.0

IP Office 500 only

ISDN PRI (IP500 PRI-U)

ISDN BRI* (IP500 Quad & Dual BRI)

SIP trunks (RFC2833)

IP Office 500 only




*Regional availability


one-X Mobile for IP Office

Features

– A Feature Name Extension (FNE) is a number you dial to access an Avaya IP Office feature from your cell phone (e.g. hold, transfer, park, etc.)

– All FNEs MUST be associated to a DID/DDI that comes in through IP500 trunks

• Universal PRI (T1 / E1), BRI or SIP

Visit support.avaya.com for complete list of supported devices IP400 Legacy Trunk cards NOT supported Incoming & Outgoing CLI required


Mobile Call Control

Control of IP Office features through DTMF

Works with any phone

One NumberIP Office

Calls diverted out of the office

Public Network

On the Move

Cell / Mobile phone

DTMF


Mobile Call ControlMaximum productivity from mobile workers

Mobile users can

– Place caller on hold

– Transfer caller to another extension

– Toggle between calls

– Set up conference calls

– Call Record (with VoiceMail Pro)

Logged Out User

– Ideal in shared desk environments or during outage

– Calls are seamlessly twinnedIP Office 500 only



SIP trunks

IP Office 500 only



SIP trunks


Mobility Licensing

Mobile Twinning License now renamed Mobility License

Single license for– Mobile Call Control

– one-X Mobile Client for Small Business

– Twinning

One valid license required per configured user

Don’t miss calls when away from desk – even for hot deskersSimplified administration – all mobile phone features covered by one license

Key Business Benefits

60 Day Free Application Try-It-Buy-It Program for Mobility, 5 user


Mobility Enhancements Enrich UC solution

Increases UC for Small Business Value Proposition

UC for Small Business customers will

– improve productivity, accessibility, and increase responsiveness

– realize all enriched UC benefits• Real-time responsiveness

• Help ensure non-stop productivity

• Enable Tele-work

UC for Small Business components at IP Office R4.2:

– VPN Phone License

– Phone Manager Pro License

– Mobility License

IP Office 500 only




IP Office 500 only




* Regional availability

© 2008 Avaya Inc. All rights reserved.Avaya Proprietary© 2008 Avaya Inc. All rights reserved Avaya Confidential 13© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Part-Time Teleworking

Full-Time Teleworking

Mobile Employees

Mobile Twinning

One-X™ Mobile

PSTNINTERNET

VPN GatewayNetgearJuniperKentrox……

HouseholdRouter

HouseholdRouter

PC Softphone

NewImproved

Bringing It All TogetherCapabilities Available for Small Businesses

Improved


Messaging Enhancements - VoiceMail Pro

New Unified Messaging Service (UMS)

– Fully synchronized with email

– Web access

Easy to implement

– No Exchange Server integration

– No client installation required

Compatible with IMAP4 clients• Outlook

• Outlook Express


UMS – System Overview

DeskPhone

Mail server(e.g. Exchange)

VoiceMail ProUMS

PSTNInternet

PC with Mail Client(e.g. Outlook)

IP Office

IMAP4

Synchronization between UMS and mail client

No mail server required for voice mail / email synchronization

Two mail accounts on the mail client:

– one for emails and – one for voice mails

Simple setup by each user

optional


VoiceMail Pro UMSOperating in Outlook

New Messages

Read Messages

Priority Messages!

Fully synchronized with Message Waiting Light

New Inbox

Familiar icons


Saved messages have disk Icon

Click on the Message to Listen via Phone or Windows Media Player

New messages have sealed envelope Icon – synchronized with Message Waiting Light on phone

Specific features available when message(s) selected

VoiceMail Pro UMS includesWeb Browser Access from anywhere*

Forward message to other users on the SCN

*Requiring network access & authentication

Remote site supports UMS on Standard Edition


UMS Licensing

Unified Messaging Service (UMS) replaces Integrated Messaging Service (IMS)

Requires VoiceMail Pro

– Within SCN, remote site supports UMS on Standard Edition

– Available on per-user basis

– 1, 5, 10, 20, and 50 user licenses

Multiple increments supported

60 Day Free Application Try-It-Buy-It Program for UMS, 10 user


Messaging EnhancementsEmbedded Voicemail

Voicemail to Email Presentation

– IP406v2 & IP500

Embedded TUI revised:

– "To direct all messages to email press *01”

– “To send email notifications press *02”

– “To turn off email functions press *03"

– The un-voiced *00 option to enable copying voicemail to e-mail has also been added


Increasing Customer Satisfaction

Multiple Music on Hold sources

Priority Enhancements

Queue changes


Customize announcements & messages

4 sources of Music On Hold

Select source by

– Incoming Call Route

– Hunt Group

Deliver appropriate messages to customers while they wait

– Car Dealerships – announcing service specials, sales promotions

– Customer Service departments –

personalize messages by client profile

Avaya Proprietary

External Source +

IP500 – 3 x 90secs ea.

IP406v2 – 3 x 30secs ea.


External Source +


IP406v2 – 3 x 30secs ea.



Call priorityPriority on Incoming Call routeMake Call Priority clearer

1, 2, and 3 become:-1-Low

2-Medium

3-High

Short Code Priority ModifierModify Call Priority by means of a short code P(new priority level).

Overrides any previous priority level of the call.

For example

Code: *56N#, Telephone Number: P(1)N, Feature: DialExtn.




Call priority

Current BehaviourOldest Call with the highest priority number is placed at the front of the queue.

Priority EscalationAvoid excessive queuing times for lower priority calls

System/Telephony tab : "Call Priority Promotion Timer (sec)"

– Min=10, Max=9999; Default “Off”

As the age of Calls queuing against a Hunt Group reaches the Call Priority Promotion Timer value or a multiple thereof, the Call’s priority will be increased one step until it reaches ‘high’ priority

Promoting a call will not reset its queuing time

Calls retain their priority level over transfers etc, and may only have them reset by the Short Code method described previously

Priority Promotion Timer


Hunt Group Queuing

Assign Call on Agent Answer

– 4.0 strict Queuing

– Call is allocated from head of queue on answer

Assign Call on Agent Alert

– Similar to 3.2 behaviour.

– Call is allocated when alerting and is the call answered

– Calls not alerting are queued and prioritised as per 4.0 behaviour

Queuing changes in Release 4.0 has had some implications on certain applications (Phone Manager, SoftConsole, Fax Servers and some 3rd party CTI Applications)

New field on the HuntGroup->Queuing tab Queue Type:-


Hunt Group Queuing

Hunt Group Overflow Mode:

– Group Once one call overflows all additional queued calls overflow immediately. This is equivalent to the overflow mode used by IP Office 4.0-4.1 systems.

– CallEach individual call will follow the groups overflow time settings before it overflows. This is equivalent to the overflow mode used by pre-IP Office 4.0 system


IP Office Release 4.2IT Simplification driving Service Improvements

System Status

Application

Dial-up diagnostics


Management Enhancements

Easier access for diagnostics – Remote dial-up diagnostics and maintenance abilities to

applications (e.g. Manager, VoiceMail Pro Client, Upgrade Wizard) –using static NAT table

View more system information and application status– System Status Application screens

• Duplicate numbers in Small Community Network

• Incoming Line Group has no associated Route

• Call routed to non-existent VoiceMail Pro Start Point

• Feature Key & License status

• Voicemail storage full/nearly full

• AND MORE!


IP Office Release 4.2User Enhancements improving Efficiency

NEW! Avaya IP

Telephones

Phone Manager Pro

Phone Manager PC Softphone


NEW IP Telephones

Support for new Avaya IP telephones

– 1703, 1708, 1716

– Avaya one-X™ Deskphone Edition look & feel

– LED keys

– Button Module (BM 32)

Simpler and more cost effective IP phone deployment

Enhanced VoIP support

– Better performance / capacity for DHCP and TFTP

• IP Office 500 onlyPlanned availability Q4CY08


1703 IP Handset

3 Display Buttons – Soft Keys (5402 functionality)

2 LEDs – 2 Colours

Paper Labels – Plastic cover

Display is 2 row by 16 column

9 Hard Function Keys

No Power over Ethernet

– Separate POE Splitter (5V) Adapter required

No Secondary Ethernet Switch Port

Language Support


1708 IP Handset

3 Display Buttons - Soft Keys

8 Buttons/LEDs – 2 Colours



Navigation Cluster – 4 way and OK


– Menu, Contacts, Call Log etc

Power over Ethernet

Secondary Ethernet Switch Port

Language Support

Adjustable Flip Stand


1716 IP Handset

3 Display Buttons

16 Buttons/LEDs – 2 Colours



Navigation Cluster – 4 way and OK


– Menu, Contacts, Call Log etc

Power over Ethernet

Secondary Ethernet Switch Port

Language Support

Adjustable Flip Stand & Adjustable Display

BM32 Support


BM32 is only supported with an Avaya 1716 IP telephone

Provides 32 buttons to access additional switch features

Currently Two BM32 units may be connected and daisy-chained to a single 1716 IP telephone.

IP Office will support a maximum of 16 x BM32 modules on any system

BM32 Expansion Module


Familiar Telephone User InterfaceIdeal for digital phone users migrating to IP

Fixed Feature Keys

Programmable feature buttons with two color LEDs

Backlit Character Display


Telephone Navigation / Built-in ApplicationsNavigation Wheel

– 4-way navigation plus “OK” button in center for making selections

– Simple access to telephony features, and built-in applications

– Available on the 1708, 1716 models

Contacts List – Supports up to 100 entries with full Name/Number– User can add/edit/delete entries

Call Log (main view is consolidated list; Left/Right arrows show Missed / Answered / Outgoing)

– 100 entries, max, shows Name / Number / Duration / Date

– User can easily add entries to Contacts ListFeeds Missed Call Indicator on Top Line

Company directory– Access to internal users and groups

– Access to external centralized IPO directory

Visual Voice Mail– access new/old/saved messages for personal

and hunt group mailboxes.– next and previous message.– fast forward, rewind any many more Voice Mail

features


Phone Manager Enhancements

Additional GUI options for efficient user administration & use

– Administer Out-Calling options

– Voicemail Forward

Hot Desking

– Phone Manager PC Softphone

– Agent in hunt group

Supported on Windows Vista

– Business

– Ultimate

60 Day Free Application Try-It-Buy-It Program for Phone Manager Pro & PC Softphone, 10 user


XML interface

XML management interface– Allow systems configuration to be managed through an

automated 3rd-party interface

– Subset of user & group settings can be changed (update / delete / add)

– Only available through DevConnect

Configuration integration with vertical applications



EMEA Regional EnhancementsT3 phone enhancements, including:

– Visual Voice

– Line Appearances

– Night Service button

– “Send to Voicemail” button

Switchable S0/T0 interfaces for BRI

– Allows terminal equipment on the S-bus

Improved usability means greater efficiencyIncreased flexibility



Unified

Communications

Customer Service

IT Simplification

•Mobile Call Control•Avaya one-X™ Mobile for Small Business

•Unified Messaging Service•Embedded Messaging

• Voicemail to Email presentation•PhoneManager and Softphone Improvements

•Services enhancements • Remote access to Applications,

SSA • Diagnostic additions

•Multiple Music and Message on Hold •Small Business

Contact Center*

* Release date TBD

IP Office Release 4.2 Snapshot

Productivity

Customer Satisfaction

Service Improvements


Release 4.2 Material Codes

See backup for more detail on 1700 phone accessories.


Avaya University Courses ProvidedSimplified Implement and Maintain curriculum for IP Office.

Step 1: IP Office Standard EditionAVA00916WEN IP Office Technical Overview (web based) 6 hoursAVA00920H00 IP Office Standard Edition Implementation Workshop 16 hoursAVA00920AEN IP Office Standard Edition Implementation Workshop (Assessment) .5 hours

Step 2: IP Office Professional EditionAVA00940H00 IP Office Professional Edition Implementation Workshop 24 hoursAVA00139WEN IP Office Voice Mail Applications Overview 4 hoursAVA00948AEN IP Office Professional Edition Curriculum Level Assessment 1 hour

Step 3: IP DECT Mobility SolutionsAVA00757WEN IP DECT Mobility Solutions 5 hoursAVA00757AEN IP DECT Mobility Solutions (Assessment) 1 hour

Step 4: IP Office Advanced ApplicationsAVA00484H00 IP Office Advanced Applications Workshop 24 hoursAVA00920AEN IP Office Advanced Applications Workshop (Assessment) 1 hour

Step 5: IP Office Compact Contact CenterBTT295W2 Introduction to IP Office Compact Contact Center (Enhanced Version) 3 hoursBTT295W2A Introduction to IP Office Compact Contact Center (Assessment) 1 hour BTT296H2 IP Office Compact Contact Center Implementation Workshop 16 hoursBTT296H2A IP Office Compact Contact Center Implementation (Assessment) 1 hour

Step 6: Delta TrainingACT00992WEN IP Office R4.2 Product Delta (web based) 3 hoursACT00992AEN IP Office R4.2 Product Delta (Assessment) .5 hour

New!

New!

Updated

Updated


Updated Sales Tools & Resources

Sales Tools

– IP Office Product Update

– IP Office Battlecards

– IP Office Matrix

– Power Demo Product Update

– Power Demo Fact Sheet

– What’s New in IP Office R4.2

Customer Collateral

– IP Office Proposal Wizard

– IP Office Fact Sheets

IP Office ROI calculatorwww.avaya.com/ipofficeroi


Backup


Most valuable UC features in SMB

Top UC features used in SMB are:

– Voicemail

– Email

– Conferencing

– Integration with business application

– Presence

– Single number access

– Unified Messaging

Improved 4.2

Improved 4.2

82%

81%

66%

59%

57%

56%

55%

53%

51%

45%

41%

28%

27%

Base: 628 small and midsize businessesNote: Respondents who rated these UC features 4 or 5 on a 1-5 scale where 5 is most valuable.Source: bMighty Unified Communications Study, March 2008

How valuable do you consider each How valuable do you consider each of these UC capabilities?of these UC capabilities?

Voicemail

Click-to-Call

E-mail

Conferencing (audio/video/web)

Integration with desktop or business applications

Presence (knowing who is available)

Unified Client (single interface for multi-modes of

communication)

Single Number Access

Voice over IP

Unified Messaging

Identity

Instant messaging

Softphones (phone on a PC)


1700 Series Material codes


One-X Mobile for IP Office

WM6 settings.ini file

– Putting it together


Windows Mobile features (1)

FNE 00 - System (IPO) Dial Tone IDLE APPEARANCE SELECT = ;

FNE 01 - Steal Call ACTIVE_APPEARANCE_SELECT = ;

FNE 02 - Auto Call Back AUTO_CALL_BACK_TOGGLE = ;

Not Supported on IPO - FNE 03 DISABLE_AUTO_CALL_BACK_TOGGLE = ;

FNE 04 - Forward All Calls CALL_FORWARDING_ALL_ACTIVATION = ;

FNE 05 - Forward Busy and No Answer Calls CALL_FORWARDING_BUSY_NO_ANSWER_ACTIVATION = ;

FNE 06 - Call Forward Disable CALL_FORWARDING_DISABLE = ;

FNE 12 - Withheld CLI (To External Calls off IPO) CALLING_PARTY_NUMBER_BLOCK = ;

FNE 13 - Enable CLI (To External Calls off IPO) CALLING_PARTY_NUMBER_UNBLOCK = ;

FNE 07 - Park Call CALL_PARK = ;

FNE 10 - Directed Call Pick Up CALL_PICKUP_DIRECTED = ;

Not Supported on IPO – FNE 11 CALL_PICKUP_GROUP = ;

WM6 FNE List



WM6 FNE List

FNE 09 - Pick Up Group CALL_PICKUP_GROUP_EXTENDED = ;

FNE 08 - Call UnPark CALL_UNPARK = ;

FNE 14 - Conference Add CONFERENCE_ON_ANSWER = ;

FNE 15 - Drop Call DROP_LAST_ADDED_PARTY = ;

FNE 16 - Private Call (cannot be intruded or recorded) EXCLUSION = ;

FNE 17 - Held Appearance Select HELD_APPEARANCE_SELECT = ;

FNE 18 - Same as FNE 00 - Dial Tone Appearance (a=) IDLE_APPEARANCE_SELECT = ;

FNE 20 - Disable Twinning OFF_PBX_DISABLE = ;

FNE 19 - Enable Twinning OFF_PBX_ENABLE = ;

Not Supported on IPO – FNE 21 LAST_NUMBER_DIALLED = ;



WM6 FNE List

Not Supported on IPO – FNE 22 MALICIOUS_CALL_TRACE = ;

Not Supported on IPO – FNE 23 PRIORITY_CALL = ;

FNE 24 - DND On SEND_ALL_CALLS_ENABLE = ;

FNE 25 - DND Off SEND_ALL_CALLS_DISABLE = ;

FNE 26 - Blind Transfer TRANSFER_ON_HANGUP = ;

FNE 27 - Transfer to Voicemail TRANSFER_TO_COVERAGE = ;

FNE 29 - Call Voicemail Direct SPEECH_ACCESS_NUMBER = ;

Not Supported on IPO – FNE 30 SINGLE_DDI = ;

FNE 31 - Star Star Service NOT REQUIRED TO BE IMPLEMENTED ON IPO


One-X Mobile for IP Office

Symbian settings.1xme file

– Putting it together


Symbian features (1)

FNE 00 - System (IPO) Dial Tone IDLE APPEARANCE SELECT = ;

FNE 01 - Steal Call ACTIVE_APPEARANCE_SELECT = ;

FNE 02 - Auto Call Back AUTO_CALL_BACK_TOGGLE = ;

Not Supported on IPO - FNE 03 DISABLE_AUTO_CALL_BACK_TOGGLE = ;

FNE 04 - Forward All Calls CALL_FORWARDING_ALL_ACTIVATION = ;

FNE 05 - Forward Busy and No Answer Calls CALL_FORWARDING_BUSY_NO_ANSWER_ACTIVATION = ;

FNE 06 - Call Forward Disable CALL_FORWARDING_DISABLE = ;

FNE 12 - Withheld CLI (To External Calls off IPO) CALLING_PARTY_NUMBER_BLOCK = ;

FNE 13 - Enable CLI (To External Calls off IPO) CALLING_PARTY_NUMBER_UNBLOCK = ;

FNE 07 - Park Call CALL_PARK = ;

FNE 10 - Directed Call Pick Up CALL_PICKUP_DIRECTED = ;

Not Supported on IPO – FNE 11 CALL_PICKUP_GROUP = ;

Symbian FNE List



Symbian FNE List

FNE 09 - Pick Up Group CALL_PICKUP_GROUP_EXTENDED = ;

FNE 08 - Call UnPark CALL_UNPARK = ;

FNE 14 - Conference Add CONFERENCE_ON_ANSWER = ;

FNE 15 - Drop Call DROP_LAST_ADDED_PARTY = ;

FNE 16 - Private Call (cannot be intruded or recorded) EXCLUSION = ;

FNE 17 - Held Appearance Select HELD_APPEARANCE_SELECT = ;

FNE 18 - Same as FNE 00 - Dial Tone Appearance (a=) IDLE_APPEARANCE_SELECT = ;

FNE 20 - Disable Twinning OFF_PBX_DISABLE = ;

FNE 19 - Enable Twinning OFF_PBX_ENABLE = ;

Not Supported on IPO – FNE 21 LAST_NUMBER_DIALLED = ;



Symbian FNE List

Not Supported on IPO – FNE 22 MALICIOUS_CALL_TRACE = ;

Not Supported on IPO – FNE 23 PRIORITY_CALL = ;

FNE 24 - DND On SEND_ALL_CALLS_ENABLE = ;

FNE 25 - DND Off SEND_ALL_CALLS_DISABLE = ;

FNE 26 - Blind Transfer TRANSFER_ON_HANGUP = ;

FNE 27 - Transfer to Voicemail TRANSFER_TO_COVERAGE = ;

FNE 29 - Call Voicemail Direct SPEECH_ACCESS_NUMBER = ;

Not Supported on IPO – FNE 30 SINGLE_DDI = ;


UMS – Web Browser ClientPlay Messages…

Messages can be played via the Handset or Media Player

Media Player increments progress slider whilst playing the message


UMS - Web Browser ClientForward messages across Small Community Network

Messages can be forwarded to other users on the SCN

© 2008 Avaya Inc. All rights reserved.Avaya Proprietary© 2008 Avaya Inc. All rights reserved Avaya Confidential 56© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

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