1 © 2007 Avaya Inc. All rights reserved. Avaya IP Office Delivering Intelligent Communications to...

1© 2007 Avaya Inc. All rights reserved.

Avaya IP OfficeAvaya IP OfficeDelivering Intelligent Communicationsto Small Businesses


Main Menu

Introduction to IP Office

IP Office Platform Models

IP Office as a Voice Platform

IP Office as a Messaging Solution

IP Office as a Conferencing Solution

IP Office Productivity Applications

– Including Unified Communications

IP Office Voice Networking

IP Office as a Contact Center Platform

IP Office Management & Administration


Introduction to IP OfficeIntroduction to IP Office


Agenda

Avaya IP Office – a proven solution

Benefits of Convergence

IP Office - family overview

IP Office - platform overview

Ease of Management

SIP for the Small Business

Partnerships for the Small Business

Summary


Avaya IP Office Serves Small Business SuccessfullyA Proven Solution with Market Momentum

130,000 Systems shipped Millions of customers served worldwide

Across all types of businesses

130,000 Systems shipped Millions of customers served worldwide

Across all types of businesses

“Twelve months ago, we were failing to answer any calls in less than 30

seconds.Now, 89% are handled in this time. Back in 2004, only 10% of all calls

were even answered at all, now, we are unlucky if we lose even 1% of

calls. Toby Selix, CIO, Blood Diagnostics, Inc.


Major Vendor Positions through Calendar 2007in Worldwide Business Communications Segments

PctPositionPctPositionPctPositionPctPositionPctPositionPeriodMetricTelephony

Enterprise Telephony [1] Revenues 2007 #1 20% #5 7% #4 10% #3 11% #2 16%

Lines 2007 #2 11% #5 8% #3 10% #1 13% #4 10%

IP Telephony [2] Revenues 2007 #1 24% #4 10% #2 24% #3 14% #5 9%

Converged Telephony [2]

Lines 2007 #2 20% #4 10% #1 22% #3 16% #5 9%

Revenues 2007 #1 37% #3 16% #7 2% #2 16% #4 14%

Applications*

Contact Centers [3] Agents 2006 #1 40% #7 4% #4 8% #2 13% #9 3%

Enterprise Messaging [5] Revenues 2006 #1 26% #6 5% #3 14% #2 24% N/A N/A

Unified Messaging [6] Revenues 2006 #1 25% N/A N/A #3 19% #2 22% #5 7%

Audio Conferencing [4] Revenues 2006 #1 30% N/A N/A #2 22% NA NA NA NA

Services

WW CPE Maintenance** [7] Revenues 2006 #3 6% #11 2% N/A N/A N/A N/A #5 3%

Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007;[4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007

Notes: * Applications results for Alcatel/Lucent contain only those specifically listed as such ** Includes Product Support and Professional Services of CPE; Siemens includes Communications and IT Solutions & Services divisions

Synergy Research has revised Siemens’ current and historical line shipments, increasing total lines and shifting more to IP from TDM; the net effect of this revision is to lower IP Telephony market share for all other vendors.

Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without

influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp

LeaderLeader


Growth through Acquisition and PartnershipVPNet Technologies

Cyber IQ Systems

Quintus Corporation

Vista Information Technologies

Expanets

Tata Telecom

Spectel

Tenovis

Route Science

Nimcat Networks

20022001 2003 2004 2005 2006

Traverse Networks

2007


Award-Winning Avaya IP Office

Best In Test,Best In Test,April 2004April 2004

Ranked Avaya’s SMB IP-PBX #1 overall

February 2004

Presented Avaya with 2003

Market Leadership Award for Total Asia Pacific iCRM

January 2004

"CRM Excellence" Award

2004

2006

2006

2007

2004


What Is IP Office?

IP Office is a converged communications solution that uses IP telephony to deliver intelligent communications enabling you to …

Reduce costs

Reduce travel, consolidate

billing, retain labor poll and

more

Increase Productivity

Work from anywhere

and be more responsive

Improve Customer

Service

Provide callers with

valuable information and access

to information


Benefits of IP Telephony & Convergence

IP offers new ways of working:

– Integrating the phone into business systems

– Home-workers, remote work staff

– Virtual enterprise

Reduced costs of ownership:

– Single cabling infrastructure for voice & data

– Single point of administration & remotemaintenance via LAN, WAN or RAS

– Multiple single-skilled support personnel replacedby single multi-skilled voice/data staff

– Reduced moves/adds/changes via dynamic IP addressing

Optimisation of ISDN & WAN leased lines:

– One link to public network saves rental costs

– Dynamic bandwidth allocation for voice & data

– Reduced costs via VoIP – voice travels ‘‘free’’ on the data link


The Easy Way…The Easy Way…The Hard Way…The Hard Way…

How Can You Take Advantage of Convergence?

DHCPServer

H.323Gatekeeper

Router

Firewall

Remote Access Server

Data Hub

PBX

PBXH.323 GatewayH.323 GatekeeperData Hub / SwitchWAN edge deviceRemote Access ServerDHCP ServerFirewallRouterInternet Access

Single solution to purchase & installSingle management interfaceSingle maintenance contract

Internet

DataNetwork

Public VoiceNetwork


The IP Office Family

IP Office 412

Up to 360 extensions, 4 T1s,Analog Trunks and SIP Trunks

IP Office 500

Up to 272 extensions, 8 T1s,Analog Trunks, and SIP Trunks


IP Office: A Solutions Platform

Core SoftwareKey/Hybrid/PBX

2-360 Extensions

Internet Access Router

ISDN & Analog Trunks

LAN and Hub Switch


Firewall

H.323 Gateway &

Gatekeeper

Internet Access Router

VPN Support

ApplicationsUnified CommunicationsAuto AttendantVoice MessagingUnified MessagingOperator PositionsContact CenterCustomer ManagementConferencingCall RecordingCall AccountingText-to-SpeechIP TelephonyComputer TelephonyIVR


IP Office: An Applications Platform

SoftConsole

VoiceMail Pro

Manager

Queue Manager

Conferencing

System Status

Compact Contact

Center

Unified Messaging

Phone Manager


IP Office: A Voice Communications Solution

Full telephony functionality

Functions as a key system or IP PBX

BRI, PRI, Analog, E1/T1, and SIP

2 to 360 extensions

Analog, digital, IP and wireless telephones for on-site and remote staff

VoiceMail Pro & Automated Attendant

Hunt groups and automatic call distribution (ACD)

Alternate call routing

Standards-based networking

Conference bridge--up to 64 partiessimultaneously in many combinations

ISDNAnalogE1/T1SIP


Application “Product Tours”

Selected from the “Help”menu in the application

As mouse moves over regions on screen, explanations appear –similar to Tool Tips

Tours available for

– Phone Manager

– SoftConsole

– VoiceMail Pro

– Conferencing

– Customer Management

– Call Recording

– Manager


IP Office Management & AdministrationEase of use:

Single Management interface for PBX, voicemail and data routing

Intuitive Windows-based console

On-line Tutorial Documentation

Designed to minimize skill-set required reducing administration costs

Centralized Management: One console can manage multiple sites

Off-line & remote programming (LAN, WAN or via analog modem)

Proactive SNMP polling for remote administration

Forced back-up for disaster recovery

Automated software recovery

Audit Trail

Password protected & User defined rights

Remote feature activation


Reduce Calling Costs and Risk For Small Business

Free site to site calls within a network - ‘on net’

Number portability and virtual numbers – – Move premises and still appear local!

No need for SIP phone as IP Office acts as a SIP gateway – works with all digital, IP and analog telephones

Half the Price* 24-channel T1:

~$600-$700

24 SIP Trunks: ~$350

Half the Price* 24-channel T1:

~$600-$700

24 SIP Trunks: ~$350

SIPProvider

SIPProvider

T1/E1/ISDN

Provider

T1/E1/ISDN

Provider

AnalogProviderAnalog

Provider

IP DECT

IP phone

Digital phone

Analog phone

Based on US Dollars


Summit X450e-24p/48p

SMB POE Performance Offer

SMB POE Value Offer

SMB LAN Value Offer

Summit 300-24Summit 200-24/48

Extreme Networks Summit Solution Offers

WAN

10/100 Ethernet switch24 & 48 port variantsNo PoEConvergence grade hardwareUniStack™ stacking for management simplicity

10/100 Ethernet switch24 port variant onlyFull PoE on every portBased on Standard Extreme O/SUnified Access connectivityfor integrated wired/wireless& IP telephonyUniStack™ stacking

10/100/1000 Ethernet switch24 & 48 port variantsFull PoE on every portBased on Advanced Extreme O/SAdvanced traffic management with resiliency, comprehensive security Stacking


And it has lots of added value:And it has lots of added value:Networking transparency

Audio Control Conferencing

Remote worker solutions

CTI & ISV Developers Program

IP Telephony

VoIP Gateway & Gatekeeper

VPN support

Desktop Communications Solutions

Robust Messaging

Conditions-based Auto Attendant

Unified Messaging

Personal Numbering

Contact Center

Data Hub

WAN edge device


DHCP Server

Firewall

Router

Internet access

RIP-2 protocol support

IP Office SummaryIt’s a simple solution for any Small Business:

– PBX, Key system, Internet access, voicemail

ISP

ISDN dial-up, Leased-line

or xDSL

InternetAccess

Network Server

Remote Office Router

Remote Office

WAN

InternetAnalog Modem

ISDN TAISDN Router

Mobile Phone

Remote AccessServer

ISN, T1 GSM, TDMACDMA

Back to Main MenuBack to Main Menu


IP Office Platform ModelsIP Office Platform Models


Agenda

IP Office 412 details

IP Office 500 details

Optional Hardware


IP Office 412 Detailed Technical Information

External relay driver output

Internal/External Music-On-Hold

Hardware-based data compression

Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec


Up to 360 combined analog, digital, IP, and Wireless endpoint support (12 expansion modules)

Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP

Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc.

Conference bridge (Up to 2 x 64 parties)

2 independent 10/100Mbps LAN ports (Layer 3) for Firewall separation 100 data channels

Integrated serial WAN port

• Native VoIP: requires Voice Compression Module (up to 60 VoIP compression channels)


IP Office 500 Detailed Technical Information

External relay driver output

Internal/External Music-On-Hold (supports 4 sources; 3 internal/1 external)

Hardware-based and Software-based data compression

Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec


Up to 272 combined analog, digital and IP endpoint support (8 expansion modules)

Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP

Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc.

2 x 10/100Mbps LAN Switch ports (Layer 3)

48 data channels

Native VoIP: requires Voice Compression Module (up to 128 VoIP compression channels)


Ideal for Small BusinessesMakes Both Capacity and Functionality Upgrades Easy

Compact Flash (Embedded

Messaging, Music On Hold)

Up to 8 expansion modules

LAN/WAN (Ethernet)

Smart Card for feature key

External Relay control

External Music on Hold

Universal slot interface (4)


Avaya IP Office 500How Would You Like Yours?

*Not available in North America

TAKE A LOOK UNDER THE HOOD

Range of interface modules:– Base cards

• 8 Port Digital Station• 2 Port Phone Station• 8 Port Phone Station• 32 Channel VCM Module • 64 Channel VCM Module

Variety of Trunk ‘Daughter cards’ Fit securely on top of a base card in the same slot Saves valuable real estate & cost

– 4 Port Analog Trunk Module– 2 or 4 Port BRI*

(4 or 8 channels)

• Secure ‘Smartcard’ for operation and Licensing


Avaya IP Office 500Start With What You Need…

And easily add as you grow

A range of expansion modulesto add capacity as your business grows

– Digital handsets, analog devices(faxes, modems etc), analog trunks


IP Office 500 – System CapacitiesControl unit Extension Capacity 32

Digital Station (DS) Ports 24

Analog Phone (PHONE) Ports 32

System Extension Capacity 272

Digital Phones only 264

Analog Phones only 272

IP Phones only 272

Max IP500 Trunk Capacity 264

Analog trunks (control unit / maximum) 16 / 144

BRI trunks 32

T1/E1 trunks 192/240

SIP trunks 128

Maximum voice compression channels 128

Messaging & Conferencing capacity

Embedded Voicemail 4

VoiceMail Pro 30

Conferencing 64


IP Office Expansion ModulesDetailed Information

•Available in North America only

IP Office 412: up to 12 expansion modulesIP Office 500: up to 8 expansion modules

IP Office 412: up to 12 expansion modulesIP Office 500: up to 8 expansion modules

Analog Trunks16 Loop/Ground Start (Ground Start available in US only) (includes 2 power fail circuits)

Digital Station (DS) Avaya 2400 / 4400* / 5400 / 6400 series phones

Analog Terminals Analog terminals / Fax / Modem

Interfaces So8ISDN terminals / Group 4 fax / Video

WAN 33 WAN ports X.21 / V.35 / V.24

Note: WAN-3 does NOT use an expansion slot



IP Office as a Voice PlatformIP Office as a Voice Platform• Look More Professional

• Integrate Applications


Agenda

Intelligent voice communication solution

IP telephony

State-of-the-art telephones

– Desktop

– Wireless


It’s a Voice Communication SolutionFull telephony functionality

Functions as a key system or IP PBX

PRI/T1/EI, BRI, analog trunks and SIP

2 to 360 extensions

Analog, digital, IP and wireless endpoint support

Unified Communications – Twinning — between desk phone and external device (i.e. mobile phone) with call

control

– Graphical User interface for making & receiving calls on mobile device through IP Office

Voice Messaging options including Voicemail to Email, Email Reading, Fax Messaging

Built in hunt group and automatic call distribution (ACD)

Alternate call routing

Standard based networking (VoIP & QSIG)

Robust IP Office Networking

Conference bridge — up to 64 parties simultaneouslyin many combinations

DigitalTerminal

ISDNAnalog

IPSIP

IP Terminal

Wireless Terminal

AnalogT1/EIBRISIP


IP Telephony – LAN & WANAvaya IP Office offers:

– Integral H.323 Gatekeeper

– Integral H.323 Gateway

Avaya IP Office supports DiffServ to enable QoS over the WAN

LAN Switch can set 802.1p on IP Office LAN ports

Simplifies the deployment of new convergence technology

IP Office is also compatible with industry standard layer 2/3 switches

Also complementary to Avaya Secure Gateways for security

IP Phones

Avaya IP Office + LAN Switch

IP Phones

IP Public orPrivate Network

Avaya IP Office + LAN Switch


Telephones At-A-Glance

* Regional availability

Avaya IP Office - Analog Telephone supportAnalog Telephones and Fax machines (industry standard)

InterQuartz* Analog phones

Avaya IP Office - Digital Telephone supportAvaya 2400, 4400*, 5400, 6400 and T3* series Digital Telephones

Avaya IP Office – IP Telephone SupportAvaya 4600, 5600, and T3* series IP Telephones

VPN Phones for remote workers

Avaya IP Office – Screen phonesSupports Phone Manager PC Softphone

Avaya IP Office - ISDN Extension supportSupport for up to 8 BRI loops for video-conference, Group 4 faxor ISDN terminals

Avaya IP Office – Wireless/DECT Telephone supportAvaya 3616, 3641, and 3645 Wireless Telephones

Avaya 3701/3711 IP DECT Telephones (EMEA & APAC); 3711*

Avaya 3810*


“I just walk up to a phone in a lobby, store or common area, and require a simple experience.”

Walk Up Everyday

“I work with a number of communications alternatives, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks.”

Receptionist/Assistant

“I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people.”

Executive

I am constantly on the phone, often handlingmultiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me.”

Choice of Telephones Based on user profile research – “designed by and for users”

Examples: Sales Executive, Banker, Lawyer, Project leader

Examples: Customer, Visitor Examples: Engineer, Accountant

Examples: Executive Assistant, Receptionist


“I just walk up to a phone in a lobby, store or common area, and require a simple experience.”

Walk Up Profile

Examples: Customer, Visitor

Ideal for common areas as well as everyday users

– Lobby, break rooms, warehouse, drop-in cubicles

Display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, and more!Hearing aid compatibleWall mountableIdeal for use with Phone Manager for very basic Everyday profile


Telephone models include:• 2402• 5402• 4602• 5602• T3 Compact*


Everyday Profile

“I work with a number of communication devices, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks.”

Examples: Engineer, Accountant

For the casual telephone user with basic telephony needs

– Office clerk, sales person, for small office or cubicle, retail location

Larger display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, Hearing aid compatible and more!Two-way speakerphoneSpeed Dial and Call LogHeadset supportWall mountable

Telephone models include:• 2410• 5410• 4610• 5610• T3 Classic*



Ideal for the executive user with high calling volumes

Largest display, including backlit models for improved contrast

Color display model available

Additional programmable buttons, greater number of speed dials and call log entries

IP phones web browser capable

Executive Profile

I am constantly on the phone, often handlingmultiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me.”

Examples: Sales Executive, Banker, Lawyer, Project leader

Telephone models include:• 2420• 5420• 4621• 4625• 5621• T3 Comfort*



Receptionist/Assistant Profile

“I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people.”

Examples: Executive Assistant, Receptionist

Designed for receptionists, executive assistant or department manager

Largest display, including backlit options for improved contrast

Color display model available

Easy “one touch” access to many capabilities for efficient call handling

Expansion Module support for quick, at-a-glance status information

Headset support

Telephone models include:• 2420 with EU24• 5420 with EU24• 4621 with EU24 BL• 4625 with EU24 BL• 5621 with EU24 BL• T3 Comfort with DSS*



Investment Protection2400, 4400, 4600, 6400, and T3 Series

All the features you need for efficient communications

2400, 6400, & 4600 Series compatible with

– Avaya Communication Manager

– MultiVantage systems

4400 Series are compatible with MERLIN MAGIX® systems

T3 Series are compatible with Integral 5

2420Digital Telephone

4406D+Digital Telephone

6424D+MDigital Telephone

4620 IP Telephone

EU24: Expansion module for 2420 & 4620


Avaya IP Office Wireless / WiFi / DECT OptionsWireless Hardphone Options

Avaya 3616, 3641, and 3645 wireless telephones (global)

Avaya 3701 and 3711 IP DECT phones (EMEA & APAC); 3711 (N. America)

Avaya 3810 wireless telephone (US only)

The functionality of a deskphone in a wireless handset

Multi-line access, Caller ID, Hold, Message waiting notification

Keeps you connected all over your premises—where even cell phones won’t

Attach a headset to the handset and enjoy hands-free mobility

Avaya Wireless Softphone Solution

Provides functionality of a desktop phone without wiresor need for a separate telephone

Avaya Wireless IP Deskset

Using a D-Link Wi-Fi access point in conjunction with an

Avaya IP desk phone

Ideal in areas where wiring is difficult (i.e. warehouses)


Avaya one-X™ Mobile Client for Small Business

Make & Receive calls through IP Office 500 and your compatible mobile device providing

– Call Control

– Cost Savings

Available with

– Symbian Single Mode Version 4.0

– Windows Mobile Version 5.0

– Windows Mobile Version 6.0


Without Avaya one-X Mobile Client =

International Mobile Call

With Avaya one-X Mobile Client = Local

Call

IP Call

Mobile


Roaming between Offices

DECT 3701/ 3711 Phone

Ethernet

MobilityManagement

Handover

IP DECT RFP

Extension Twinning

IP DECT with IP Office

Illuminated Graphic Display

Light Weight (140 gr.)

Loudspeaker for hands free

Name Directory

Redial List

Caller List

Ringer Melodies

Multiple Languages

WANIP


Analog Phone for Hotels

InterQuartz Voyager 9281Designed to meet the needs of the hotel marketA modem port for laptop connection 10 non-volatile memories for personalised hotelfacility direct dial access, i.e. reception, health

centre, garage, room service, etc. – Facilities can be identified by the use of icons printed onto

the specially designed paper, which is protected by a see-through plastic overlay

– There is also ample space for own branding to help ensure a truly corporate look for the telephone

Message Waiting IndicationProgrammable feature keysQoS enabledA choice of powering methodsCompatible with Microsoft NetMeeting® collaboration software

Voyager 9281


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http://www1.avaya.com/enterprise/photo_library/cgibin/show.cgi?show%3AProduct%3Apl-tst-259%3A4620%20IP%20Telephone%3Apltst259_lo.jpg%3Apltst259.jpg%3A4620%3Bdigital%20telephone%3B4620%20telephone


IP Office as a Messaging SolutionIP Office as a Messaging Solution• Improve Customer Satisfaction

• Work From Anywhere


Agenda

Messaging options

Messaging & Mobility

Messaging & Customer Service

Message Management

– Voicemail to Email

– Email reading

– Respond to Email

– Fax messaging

– Unified Messaging Service

Networked Messaging


IP Office Messaging Options

Embedded Voicemail

– Available for IP Office 500 system

– Voicemail to Email presentation, Visual Voice, & more!

VoiceMail Lite

– PC-based software solution

VoiceMail Pro

– PC-based scalable messaging solution

– Robust Automated Attendant

– Built-in Call Recording

– Voicemail to Email presentation

– Provides for advanced applications

• IVR

• Text-to-Speech, including email reading

• Unified Messaging

VoiceMail Pro

Embedded Voicemail


IP Office Messaging Options

Networked Voicemail Systems– Network Avaya voicemail systems into a single virtual system

Centralized Voicemail– Utilize a single voicemail system to service multiple sites

– IP Office Small Community Network using Avaya VoiceMail Pro

– Mixed IP Office and Communication Manager network using INTUITY™ AUDIX® or Modular Messaging

IP

VoiceMail Pro


Embedded Voicemail

4 ports & 15 hours storage

Visual Voice

Simple Announcements

Sub-menus within Automated Attendant

Message Forwarding with Pre-Pending

Call-Back Sender (Caller ID required)

Fast Forward, Rewind & Skip

3 Voicemail Reception Destinations (Personal Attendant)

Fax Tone Detection & Routing

Voicemail to Email presentation

Embedded Voicemail


Simplifying Message HandlingVisual Voice

Context sensitive keys

– Guides the user through the voice ‘menus’

– Minimizes training

– Available on all large screen phones


VoiceMail Pro Standard Capabilities

Scalable to 30 ports

Flexible Multi-level Automated Attendant

Personal numbering with remote control

Multiple personal greetings

Personal distribution lists

Sophisticated call queuing

– Estimated Time to Answer and Position in Queue

– Remote Queuing for distributed groups

Multiple language support

Cascaded Out Calling

Visual Voice


VoiceMail ProAutomated Attendant

Offers back-up to human operators during high traffic or out-of-hours

Dial by name: Dial the extension/department they require by their name

Dial by number: Dial the extension/department they require by their extension number

Listen to announcements orinformational messages (e.g. opening hours,directions)

Easy to set up intuitive Windows interface (import / export)


VoiceMail Pro…Much More Than Voicemail

Avaya IP Office VoiceMail Pro

Messaging & Mobility

Automated Attendant

Unified Messaging- Synchronization of emails & voicemails

Fax Messaging & forwarding

Email Reading - Text To Speech

Networked Messaging- Forward voicemails to external systems

Centralized Voicemail

Customer Service

Campaign Manager

Call Recording

Contact Store- Search & Replayof Recordings

Text-to-Speech

Interactive VoiceResponse


VoiceMail Pro Always In Touch With Your Customer

Choices of voicemail notifications (Phone Manager, LED, email or SMS) means you never miss important voicemail wherever you may be

Email synchronization with Unified Messaging Service

VoiceMail Pro also offers an INTUITY® user interface for customers who are used to DEFINITY® VoiceMail—supports mailbox control via Phone Manager

Choices of voicemail notifications (Phone Manager, LED, email or SMS) means you never miss important voicemail wherever you may be

Email synchronization with Unified Messaging Service

VoiceMail Pro also offers an INTUITY® user interface for customers who are used to DEFINITY® VoiceMail—supports mailbox control via Phone Manager

In the Office:• LED on your terminal • Alert on Phone Manager• Email within Outlook

VoiceMail Pro

VoiceMail Proanswers the

call on no answer

Incoming Call

Email alert/message at home

SMS alerton your GSM

Email alert/messageon the road

ISDN


Unified Messaging Service

Unified Messaging Service– Synchronization with IMAP4 clients (e.g. Outlook, Outlook Express)– New messages populated in a new Inbox created for the IMAP Client. – Messages are synchronised and will remove the telephone message waiting light when opened

!

New Messages

Priority Messages

Read Messages


Unified Messaging ServiceWeb Browser access to Voice Messages

Unified Messaging Service– Specific features available when message selected– Saved messages have disk Icon – Click on the Message to Listen via Phone or Windows Media Player

Fax Messaging– External fax server via analog modems or basic rate ISDN– Automatic fax detection and routing– Alternatively fax messaging service hosted by ISP


In the Office:• LED on your Phone • Alert on Phone Manager• Email within Outlook

Enhance Employee ProductivityIP Office VoiceMail Pro – “Listen To Email”

Choice of voicemail notifications

Reply to email with voice message

Choice of voicemail notifications

Reply to email with voice message

Network Email alert/message on the road

Email alert or message at home

• SMS alert onyour GSM

• Listen To Email

Email Header Information:

• Press 0 to listen• Press # for next

message• Press *3 to delete

Important messages receive prompt attention

Increased employee productivity

Increased mobility

Key Business Benefits

VoiceMail Proanswers the

call on no answer

Network

Incoming Call

VoiceMail Pro


Networked Messaging

Between VoiceMail Pro systems, users can – record & send voicemails– listen & forward voicemails

Also enables message transfer to other Avaya messaging platforms through Avaya Interchange®/S3210/S3400

Avaya IP Office

IP Office VoiceMail Pro

Server

Leaves message

for ext. 3000

Ext. 2000Ext. 3000

IP OfficeVoiceMail Pro

Server

Avaya IP Office

Easy implementationand integration with existing messaging platforms

Improved handlingof calls with customers and suppliers


Key Business Benefits

Public orPrivate Network



IP Office as a Conferencing SolutionIP Office as a Conferencing Solution

• Host Conferences


Agenda

IP Office Conferencing

Secure audio conference calls

Reduce – even eliminate – conference services

– Scheduler

– Web Client

• View

• Chat

• Vote

• Whisper


VoiceMail Pro

New York Office

Sales Director

Purchasing Manager

London Office

IP Office Conferencing

No special conferencing equipment required (up to 2 x 64 parties on IP Office 412)

Ease of use (simply dial the DID number allocated to parties on the conference bridge)

VoiceMail Pro provides PIN code check for security as well as guidance prompts

Supplier

ISDNT1 / E1 / IP

Mobile Worker

Home Worker

Please enter your PIN code


Easy Call Set-up & Control for Conferences

VoiceMail Pro complements conference bridgeon IP Office by adding:

– Guidance prompts to inform callers(e.g. select a conference from a menu)

– PIN codes for security

– Option to transfer to the Operator(should the caller encounter difficulties)

– Routing calls to conference based on Time & Date

– CLI/ANI checking for advanced security

– Recording of conference calls for replay or absent participants (as WAV files)


Conferencing Center:Management through Scheduler

schedule conferences for a future date and time

notifications sent via email

Audio control for the Host

Speak & Listen privileges

Listen only

Modify privilege during conference

Host can push presentation to Participants’ desktop

SoftConsole ability to set up an Ad Hoc Conference

pointing and clicking BLF names

phoning external delegates

VoiceMail Pro

Soft Console

IP Office

Web Browser

• Web-based Reservations*• Email Confirmation*• Voting*• Presentation area*Real time

conference supervision and control • Guidance

• PIN codes

• IP Office 412 = 2x64 Party• IP Office 500 = 64 Party

Conferencing Center

Real time conference supervision and control

Public/PrivateTDM/FR/IP


Improved handling of calls with suppliers and customers

Benefits


Host can modify participant status to

“Listen only” or “Speak & Listen”Web chat & voting

communication with conference

host

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Conferencing Center Web Schedulingand Address Book

Easy Conference set up with intuitive Scheduler interface

Save Conference Templates to reduce time when booking recurrent conferences

Local address book

– Internal contacts

– External Contacts (external users on IP Office system directory)

– My Contacts (personal contacts for regular used participants)



IP Office Productivity ApplicationsIP Office Productivity Applications• Work From Anywhere

• Connect Faster

• Improve Customer Service

• Control Costs

• Improve Employee Work/Life Balance


Agenda

Unified Communications for Small Business

Desktop communications solutions for staff

– Phone Manager Lite

– Phone Manager Pro

– Phone Manager PC Softphone

Desktop communications solutions for

Receptionists & Operators

– SoftConsole


Recruiting & RetainingThe Right People

EnsuringResponsiveness

CuttingExpenses

Your Business Challenges

Keeping ProductivityHigh


Flexible schedules ranks higher than compensation for most employees

Remote workers save businesses an average of $5K/year in facilities costs

Businesses lose $2K/year per employee when they feel obligated to be in office

Did You Know?Facts About Productivity, Savings and Employee Loyalty

Employee Loyalty & Morale

Flexible Work Arrangements

Real Estate Costs

Working home one day a week saves 78 gallons of gas per year

Average daily commute of 40-minutes equates to eight working weeks/year

Remote workers save $2.5–$11K per year; up to $16K in salary per year

Environmental Impact

Full-Time Teleworkers

Commuting Hurts Productivity


What is Unified Communications?

Be reached anytime, anywhere you want to be

reached

Communicate using the most appropriate device

Boost productivity, efficiency, customer service


Delivers Real-Time Responsiveness

Help Ensure Non-Stop Productivity

Enables Full-Time Telework

A Unique and Powerful Solution that…

Unified Communications (UC)For Small Business


Delivers Real-Time Responsiveness

to Employees & Customers, Wherever They Are

Missed calls, phone tag, voice mail

Slow decision-making, frustrated customers

Missed transactions, lost revenue

• Employees receive all calls at their desktop and mobile phone simultaneously

• Easier for customers to reach key employees with just one number to call

• Customer satisfaction & loyalty increases

• Deals close faster to improve win rate

Out of the Office Doesn’t Have to Mean Out of Touch


When your desk phone rings, so does your mobile phone

Transfer from mobile to office phone and not drop the call

Reduce mobile phone charges and leverage IP Office features

Single place to pick up all voice messages

Real Time ResponsivenessReduce risk of missed calls & lost revenue


Mobile TwinningWorks with any external telephone (e.g. cell/mobile phone, home phone, etc)

Calls alert at both devices when office number is called

Caller ID can be passed to external device (if allowedby the Service Provider) to greet caller accordingly

Caller

Mobile Twinning alerts user while out-of-office

Office Phone

Keep employees in touch even when they’re away from their desk

Offers ONE number approach for easy contact anywhere, anytime

Reduce costs by leveraging your existing mobile infrastructure

Benefits


Mobile TwinningWorks with any external telephone (e.g., cell/mobile phone, home phone)



BLF shows Busy even if answered on Twinnedexternal phone

Follows IP Office call routing (e.g. voicemail)if call not answered

Caller

Office Phone shows Busy for user


Offers ONE number approach for easy contact anywhere anytime


Benefits

User answers call on his Mobile/Cell phone


Mobile TwinningWorks with any external telephone (e.g. cell/mobile phone, home phone, etc)



BLF shows Busy even if answered on Twinnedexternal phone

Follows IP Office call routing (e.g. voicemail)if call not answered

Caller

User picks up twinned call on his Office phone


Offers ONE number approach for easy contact anywhere anytime


Benefits

User can retrieve twinned call by pressing key on office phone to save call costs & access IP Office features

User can retrieve twinned call by pressing key on office phone to save call costs & access IP Office features


Mobile Call ControlIf answered on remote device, the user can

– Place caller on hold

– Transfer caller to another extension

– Toggle between calls

– Set up conference calls

– Call Record (with VoiceMail Pro)

Caller Call control on the mobile device

Improved customer service and collaboration

Benefits

IP Office 500

ISDN or SIP trunks

IP Office 500

ISDN or SIP trunks


Helps Ensure Non-Stop ProductivityEven When Employees Can’t Get Into The Office

Severe weather, storms

Everyday life (minor illnesses & emergencies)

Feeling pressure toreturn to work

Anything Can Happen Be Prepared When It Does

• Employees communicate when they can’t get into the office, increasing productivity

• Home or mobile phone, PC & Internet connection is all that’s needed

• Improves customer service and employee morale

• Reduces stress, positive impact on environment


Ensure Non-Stop ProductivityBe prepared for the unexpected

Intuitive PC user interface provides full call control from any phone on site or remotely:

– Make and receive calls

– Transfer, forward, hold

– Conference calls

– Speed dialing

– Call history

– Presence


Information at your FingertipsPhone Manager Pro

Multiple speed-dial/BLF icons

Screen-pop of contact management applications (e.g., Microsoft™ Outlook)

VoiceMail Pro message control

Queue monitoring of 2 groups

Simple Incoming call scripting(useful for informal call centres)

Time on call

19 languages on individual user basis

Personal directory

Distinctive ringing (via WAV file)

Dialing from contact records

Simple creation of contact records(add to Personal Directory, Microsoft Outlook)

Compact Mode

Separated tabs for In, Out and Missed calls

Increased Speed-dial / BLF capacity


Personal Numbering, Out Calling, and Message Management Phone Manager Pro

When using VoiceMail Pro, Phone Manager Pro offers the following added benefits:

– Personal Numbering allows you to change your divert settings remotely

– Set & modify Out Calling settings

– VoiceMail Pro mailbox control

– Listen, rewind, fast-forward, save, delete…


Screen-Pop to Microsoft Outlook, Goldmine and MaximizerPhone Manager Pro

Integration with email servers:

– Screen-pop of contact based on incoming number (Business, Home, Mobile, etc…)

– Simple creation of contact records (simply right-click in the Phone Manager Pro call history to add number)

– Dial from email contact records

Directory in Phone Manager also allows:

– Name matching with CLI number

– Distinctive ringing (via WAV file)

– Simple incoming call scripting(useful for informal call centers)


Enables Full-Time Teleworkso Employees Communicate Like They’re in the Office

Home calling expensesare rising

Expanding workforcemeans larger office space

Qualified labor pool islimited in local area

Think Outside the Cubicle

• Flexibility to employ the most qualified workers wherever they are located

• Avoid office moves / expansions and save

• Boost loyalty and morale with a flexible, productive work environment

• Keeps home calling expenses in check


Provides home workers with same functionality as workers in the office

Save on residential calling costs; reduce/eliminate reimbursements

Monitor and track calls and productivity of remote workers

No remote VPN device required

Expands full-time & seasonal labor pool to virtually any geographic location

Employ Qualified Home Workers VPN phones improve communications, cut costs

Avaya IP Phone with VPN Software at remote location


Unified Communications ‘A Closer Look’

Part-Time Teleworking

Full-Time Teleworking

Mobile Employees

Mobility & Call Control

PSTNINTERNET

HouseholdRouter

HouseholdRouter

Telecommuter Mode VPN Phone

Application Notes & Tech Tips available for many popular VPN Gateways

No VPN device needed at remote site.

Only cable/modem provided by ISP.

Easy set-up!


Why You Need To Consider Unified Communications

• Ensure all employees can turn their home phone into their office phone whenever they cannot physically get to the office. Storms or illness don’t get in the way of making business happen.

Ensure Non-Stop

Productivity

• Full-time telecommuters can have a secure home office solution by adding a VPN phone*

• When location doesn’t matter, access to talent moves from zip code to globe.

Reduce Costs Retain & Recruit Talent

from Anywhere

• Mobile employees will get their calls instantly bridged from the desk to cellular for instant responsiveness

Keep Them Connected

Wherever They Are

* For full time telecommuters, just purchase the phone and, along with one of our recommended routers at your main office, the home worker is ready to go. Estimated ROI in six months time.


Desktop Communications Solutions

Simplifying access to communications via PC-based interfaces

– Phone Manager Lite

– Phone Manager Pro

– SoftConsole


Phone Manager Lite

Personal productivity tool

Control your analog, digital or IP phone from your PC

Call history (incoming and outgoing): just double-click to

call back

CLI/name display (whatever

terminal you’re using!)

Speed dials: Call from your PC via

a single click!

Busy Lamp Field: Know at a glance who is available within your team

(Max. 15)

Conference, call recording,

account codes…

Included for ALL users

FREE!

Included for ALL users

FREE!


Phone Manager

Integration with Microsoft LiveCommunications Server (LCS)

– View users presence as well as phonestatus for internal users

– Send Instant Messages

Single speed-dial icon for Users

– Internal User

– Work phone

– Mobile/cell phone

– Home phone


SoftConsole for Attendants & Operators

Intuitive flexible interface

Ability to maintain visibility of:

– Calls waiting

– Calls holding/parking

– Available resourcesper business function

– Centralized Operator/Attendant

Ability to perform minor system administrative functions (e.g., change group status, change divert settings)

Works with analog, digital, and IP telephones



IP Office Voice NetworkingIP Office Voice Networking• Connect All Sites


Agenda

IP Office networking overview

Small Community Networking


IP Office NetworkingVoice & Data Networking over IP Trunks

VoIP over data reduces costs

Voice Compression for bandwidth efficiency- standards based G.723.1 (6.3k) /G.729a (8k)

Data compression

VoIP over Frame also supported(PPP or RFC1490)

Fall-back using ISDN

Bandwidth on demand

Overflow to ISDN

IP VPN support with IPSec or L2TP

VPN

ISDN

IP/VoIPFrame Relay


Small Community Networking

Desk-to-desk dialing Absent Text MessageAnti-TromboningBusy Lamp FieldCall HoldCall TransferCall ForwardHot Desking across network

Call Paging Call Pick-upCall Back when FreeCamp-on ConferenceCentralized Voice Mail (using VoiceMail Pro)Dynamic Internal Users DirectoryDistributed Groups across network

Small Community Networking between IP Office sites

Improved inter-site communications & user productivity

Improved mobility and customer service

Benefits – Improved Business Efficiency

IP


Seamlessly Expand Your Business

3 digit desk to desk dialing

View your colleagues status – wherever they are

Distribute calls across the network, distributed groups

Long Distance toll savings

Effortlessly roam site to site –

– Wirelessly or with ‘Hot Desking’

IP


Enable Greater Mobility Across SitesMulti-site Hot Desking– Workers (consultants, lawyers, managers, etc.) have the same features or

restrictions (e.g. international calls) in any office – Simply log in to any phone, number and voice messages follow wherever

they are.– Differentiator: Available on digital, analog and IP phones

Multi-site Hunt Groups– Member across the network in one easy to manage hunt group

ISDN in EMEA – Makes it easy for customers who have traditional ISDN systems to migrate to

IP Office:• Advice of Charge increases end user cost controls; Call Completion to Busy

Subscriber increases end user productivity; Malicious Call Identification enhances safety and security; Partial Rerouting optimizes trunk utilization

Up to 500 users across 16 IP Office sites

IP


Small Community NetworkingPaging and Busy Lamp Field Over the Network

Call for Mr Smith

from ABC company

Call for Mr Smith

from ABC company

Seattle Office

London Office

The Operator can see the status of Mr. Smith’s extension wherever he is on the IP Office network,

inform the caller and page him if required

New York Office

IP Network

Operator

Mr. Smith is busy on a call,

would you like me to page him?


Multiple Small Community Networks

Basic Call Setup

Call Hold

Call Transfer

Calling/Connected Line ID

Calling/Connected Name

QSIGor H.323

Networking Features Between Small Community Networks (SCN)

Node 1

IP

Node 2

IP


Management of Small Community NetworkAcross the WANRemote dial upDameWare or other customer provided application (e.g. PC Anywhere, Web Ex)Centralized back up and restoreTemplates for user profilesProactive SNMP polling and alarmsRemote Feature Activation via license keys“Dynamic Internal Directory” negates the need for programming remote users

New York

San Diego

MiamiWANor PSTN

Sydney


Voice Networking H.323 and QSIG Offers Interoperability

QSIG signaling over E1/T1 delivers: – Standards-based interoperability

– Desk-to-desk dialing

– Feature transparency

H.323 signaling over IP delivers: – Standards-based interoperability

– Desk-to-desk dialing

– Feature transparency

IP Trunks

T1 / E1 leased line

H.323“Community Networking”

H.323

QSIG over IP

H.323IPNC

H.323

“Community Networking’’

QSIGQSIG

QSIG QSIG

Avaya INDeX

Avaya IP Office

Avaya IP Office

IP Network

Avaya Communication Manager


Voice NetworkingH.323 and QSIG offers Interoperability

VoIP over H.323 / QSIG over E1/T1 /Standards Based TDM

– Desk-to-Desk dialing

– Calling / Connected Party Number

– Calling / Connected Name Presentation

– Call Hold

– Call Transfer

Traditional PBX supporting QSIG

H.323-compliant IP PBX

E1/T1/IPNetwork


Voice NetworkingIP Office Interoperability with Avaya-Tenovis Integral 55*

QSIG over PRI or IP trunk

Supported features

– Simple Telephony Call/Basic Call ETS300 171/172

– Circuit Switched Data Call/Basic Call ETS300 171/172

– Called/Calling Line ID Presentation ETS300 173

– Called/Calling Name Presentation ETS300 237/238

– Message Waiting EN301 260/255

– Transfer ETS300 260/261

* Regional Availability

IPNetwork

Avaya-Tenovis

Integral 55


Voice NetworkingCentralized messaging with Avaya INTUITY™ AUDIX®on Central PBX

Avaya Communication Manager with INTUITY AUDIX voice mail networking (using C-LAN connection)

No VoiceMail Pro on IP Office

Avaya IP Office

Avaya DEFINITY®/MultiVantage® with INTUITY AUDIX (IP connection)

At your desk:Message waiting indication on your phone Message waiting indication on Phone ManagerText message on analog CLI display phones

QSIG over E1/T1

or QSIG over IP

C-LAN

INTUITY AUDIX picks up the call on no

answer

E1/T1 leased lineor IP Network

IncomingCall


Voice NetworkingCentralized messaging with Modular Messaging on Central PBX

Avaya Communication Manager with Modular Messaging (using C-LAN connection)

No VoiceMail Pro on IP Office

Avaya IP Office

At your desk :Message waiting indication on your phone Message waiting indication on Phone ManagerText message on analog CLI display phones

QSIG over E1/T1

or QSIG over IP C-LAN

Avaya Communication Managerwith Modular Messaging (IP connection)

Modular Messaging picks up the call on

no answer


E1/T1 leased lineor IP Network

IncomingCall


IP Office as a Contact Center PlatformIP Office as a Contact Center Platform

• Measure Customer Support

• Integrate Applications


Agenda

IP Office Contact Center overview

Compact Contact Center

IP Office Phone Manager

IP Office VoiceMail Pro

IP Office CTI capabilities

Avaya MS-CRM integration


Contact Center Offer

The IP Office Customer Service Solution


VoiceMailPro

PhoneManager Pro

(Phone Manager Lite

includedwith IP Office

FREE)

ACDRouting

(built-in to every IP Office)

CTI LinkLite / Pro

(CTI Lite included with

IP Office FREE)

Real-time view

Historical reports

Fixed Wallboards

PC Wallboards

Advanced VoiceMail Unified Messaging

Auto Attendant

Recording Services

Campaign Manager

Queue Management

Compact BusinessCenter

Embedded Voicemail

VoiceMail Lite

4 Music on Hold sources

• Customizable by line dialed or group destination

•Ideal for advertising special promotions & information



Advanced Call Distribution Management by Exception Real-Time Agent Management

Wallboard Management Queue Management Real-Time Tracking & Analysis

Standard Report Templates Real-Time System Management Campaign Manager IVRQueue Management & Recording

PC Wallboards



Calls are distributed fairly amongst all agents

Agents can be members of multiple groups

Agents can be located at another site in Small Community Network

– E.g., Sales and Customer Service

Remote IP Phone Agent

IP PhoneAgent

InternetCaller

Phone Caller

Rack PC

Compact Contact Center Server

IP, Public or Private Network

Avaya IP Office



Management by Exception

Team leaders are notified when their attention is required

Normal – Caution - Critical Alarm levels

You have more than 3 calls waiting

The longest waiting call exceeds30 seconds

The percent or calls answered has dropped below 80%

You have more than 3 calls waiting

The longest waiting call exceeds30 seconds

The percent or calls answered has dropped below 80%

Real-time Performance Information

View performance of individuals, teams and the entire business as a whole


Call Center View: Real-Time Supervisor Information

Management of individuals

Management of callbacksManagement of teams

Management of queues

All managed by exception


Reporter: Historical Management Information

Detailed data stored

– Audit trail allowing investigationof any contact

Report scheduling

– Automatic report generationto printer or file

Integrated reporting

– Reporting on complete caller experience including voice processing and comfort messaging

Customized, exportable reports

– Designer module available to support tailored customer reporting

– Post reports onto a Web site or send them by email via HTML

A set of 70 “management-ready” reports


PC Wallboards: Real-Time Staff Information

Simple communication with staff

Wizard driven message creation

Messages automatically generated by IP Office

See how many calls and emails are waiting

PC Wallboards

Only $ 10,000 to hit quota… Good Luck Everyone!Only $ 10,000 to hit quota… Good Luck Everyone!


Agent-enabled interfacePhone Manager Pro

Busy Not Available

Busy Wrap-Up

Select Group Login


Simple ScriptingPhone Manager Pro

Based upon incoming caller identification

Agent is reminded

– To greet caller with special welcome

– Of promotional information to discuss with customer

– Of background information about the specific customer


Queue MonitoringPhone Manager Pro

Queue Monitor

Graphical and real-time

Value information for agents, supervisors, and company principals

Up to 2 queues monitored

– Customer Service

– Sales

– Helpdesk

– Billing


Avaya IP Office

PhoneCaller

IP OfficeVoicemail

Pro Server

PublicNetwork

VoiceMail Pro – Call QueuingAdvanced Call queuing informing callers with their Queue Position and their Estimated Time to Answer (ETA)

Off-load agents work through Campaign Manager

Complex scenarios can easily be set up through intuitive Windows Interface

Voice Recording for emergency or training purposes– Automatically based on CLI, dialled number, agent,…

– Manually activated by the agent (via short-code or soft-key)

Welcome to Avaya, your call will be

answered shortlyYou’re 3rd in the sales

queue and your call will be answered in 30

s

Call priority tagging for

callers within queues


VoiceMail Pro – CampaignsCampaign Manager allows the capture of standard information (such as brochures requests) in both spoken (voice) and/or via the keypad (DTMF)

Agents can then transcribe this information during less busy periods

Messages can be retrieved via a short-code, a DSS/BLF keyor a web-browser interface

Callers can quit the application at any time to speak to a live agent

…or ask for a call back request which appears on the real-time CCC screen

Please tell us your name

Please enter your PIN number via the terminal

keypad

Your name is ‘XX’ and your PIN is ‘YY’, please press 1 to confirm or 2 to speak to a live agent

Avaya IP Office

PhoneCaller

IP OfficeVoicemail

Pro Server

PublicNetwork


Advanced CTI CapabilitiesAddress the needs of SME customers and partners

– Open standards

– Easy for developers to use

– Enable customers to use 3rd party products

CTI Link Lite - Free of charge 1st party Microsoft TAPI– Screen-popping

– Preview dialing

– Sales management integration

– Call costing

CTI Link Pro – 3rd party Microsoft TAPI– Predictive dialing

– Call routing

– CRM integration

– IVR integration with 3rd party databases via TAPI WAV

CTI Link SDK– Full Software Development Kit for customers

– Fully documented


CTI: Screen-pop ‘Off the Shelf’Back to Main MenuBack to Main Menu


IP Office Management& AdministrationIP Office Management& Administration


Agenda

IP Office Management

Manager

– Local administration

– Remote administration

Centralized Management

System Status Application


IP Office Administration – Manager

Windows-based consoleto program a single or many IP Office sitesProgramming accessible via LAN, WAN & off-linePassword protected & user defined rightsAudit trailMonitor AlarmsMultilingual online documentationForced database back-up for disaster recoveryAutomated software recoveryRemote Feature Activation


Management & Administration

Ease of use:Single Management interface for PBX,voicemail and data routing

Intuitive Windows-based console

Online Tutorial Documentation

Designed to minimize skill-sets required(reduces administration costs)

Centralized Management: One console can manage multiple sites

Off-line & remote programming(LAN, WAN or via analog modem)

Proactive SNMP polling for remote administration

Forced back-up for disaster recovery

Automated software recovery

Remote feature activation via license keys facilitates upgrades


System Status Application

Remote diagnostic tool

– Allows most customer issues to be resolved without escalation to Avaya

– Reduce site visits (even supports 14.4kb/s dial up modem links)

Provides Real-time Call status information

– Replaces ‘Call Status’ applicationand complements Monitor application

– Provides real-time view of system resource (e.g. VCM or VM ports)

– Provides QoS info for IP trunks(SCN, H.323, SIP)

Alarms, trunk utilisation and error histories

– Alarms stored in IP Office(no need for local PC)

– Event traces per call/trunk/extension

– Complements SNMP & email alarmsAdapt system to meet critical business needs

Quickly identify and resolve situations, even remotely

Benefits – Lower Operational Costs

Real-Time Monitor

Historic Alarms


Centralized Management (Option 1)

Remote programming

Remote activation of license keys

Remote diagnostics

Remote back-up of configuration files

Proactive SNMP polling/alarms

VoiceMail Pro

Manager

LAN

PSTN

IP Office

T1/E1, ISDN or WAN


Centralized Management (Option 2)

Remote programming

Remote activation of license keys

Remote diagnostics

Remote back-up of configuration files

Proactive SNMP polling/alarms

Local back-up of configuration files

Remote software uploadsT1/E1, ISDN

or WAN

VoiceMail Pro

DameWareRemote Access

Analog Modem/TA

Manager plusDameWare* These applications can

run on the same PC

LAN

*DameWare is an example of one application that can be used; another is PC Anywhere

PSTN orInternet


Delivering Intelligent Communicationsto Small and Midsize Businesses

Avaya IP Office

Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

130© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA


Sources

New Cornell University study, published in April 2004 of the Journal of Occupational and Environmental Medicine. A study of 375,000 employees over a 3-year period 1999 study by The Employers Health Coalition of Tampa, FL Risk and Insurance, March, 2004 Business Legal Resources, April 24, 2003 Recent BankOne survey of employees Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych, provider of EAP programs Bulletin to Management, 12/5/2002, BNA Professional Information Center Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July, 2000, and the US Bureau of Labor Statistics Cigna Behavioral Health, April 26, 2004Additional sources are noted on the respective slides or inside the notes sections.

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