Full-Size Collaboration for Midsize Companies Avaya Solution Guide

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Avaya for the Midmarket

Over the last decade, the

removal of trade barriers and the

accelerated technology adoption

by companies and individuals in

emerging markets have opened

tremendous opportunities for

businesses of all sizes to expand

and compete at a global scale.

Enabled by lean operating models,

significant cash positions, and

aggressive expansion tactics,

midmarket companies over the

last few years have been well-

positioned to capitalize on this

opportunity. They are not waiting

for their domestic economies

to recover and are accelerating

capital investment in technology

and operations to fund aggressive

growth projects.1

In the process of expanding

beyond their local markets,

midmarket companies have

been facing unique operational

challenges to improve their

competitiveness against

larger enterprises and to keep

accelerating growth. With business

associates, suppliers, and partners

now scattered across the globe,

and the need to attract a new

generation of hyperconnected

professionals to their talent

pool, midmarket companies are

increasingly looking to unified

communications & collaboration

(UC&C) technology as the key

foundation to enable business

growth and to realize the

maximum productivity gains from

dispersed teams collaborating

across geographies with different

computing and communications

devices. In fact, according to a

Forrester Research Forrsights

survey in 2013, 29 percent of

midmarket companies surveyed

stated that they planned to

implement a solution in the next

12 months while nearly 60 percent

expressed some level of interest in

UC&C.2

In supporting fast-growing

businesses, IT departments are

under immense pressure to deliver

additional and higher-performance

application services quickly,

yet with very limited resources.

For midmarket companies,

adhering to the same standards

of performance, security,

compliance, and manageability as

those of larger enterprises further

complicates this challenge. In

their efforts to give the business a

solid IT-enabled competitive edge,

midmarket IT decision-makers

should consider partnering with

vendors that provide end-to-end

solutions that not only meet their

complex business requirements,

but also eliminate infrastructure

complexity and help them stay at

or below budget goals. End-to-

end vendors that build solutions

specifically for the midmarket

space can help elevate the role

of IT to the business and

secure continued funding

to drive transformational

IT-enabled initiatives in

midmarket companies.

With IP Office, Avaya enables

midmarket IT departments deliver

more IT-enabled innovation by

equipping the business with an

enterprise-level UC&C platform

that is built specifically for the

needs of emerging midmarket

companies. IP Office offers a

powerful, yet affordable, quick-

to-deploy and easy-to-maintain

UC&C platform that empowers

IT departments to put their

business counterparts on par with

larger enterprises in regard to

collaboration capabilities.

1 KPMG, “2012 Mid Market Outlook Survey.”2 Forrester Research, “Forrsights Telecom And Mobility Workforce Survey, Q2 2013.”

Avaya IP Office: A Powerful Collaboration Platform for Midmarket Companies

With over 350,000 installations and more than 10 million users worldwide,3 Avaya IP Office has

consistently enabled small and midsize organizations to migrate legacy communication applications

to a flexible and scalable IP-based unified communications platform with speed and ease.

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3 Avaya internal records.4 Requires two IP Office 9.0 servers each with up to 1,000 registered users.5 Supported on iOS 5 (iPhone and iPod Touch) and above, and smartphones running Android 4 and above.6 Requires IP Office Preferred Edition, Advanced Edition, or Server Edition with Power User solution and Avaya one-X® Mobile.

SCALABILITY Now scaling up to 2,000 users and supporting up to 32 locations,4 IP Office

9.0 gives midmarket companies a platform that stays with their business for

the long haul. Fast-growing organizations looking to expand beyond 2,000

users can easily upgrade to more complex solutions built specifically for

larger enterprises when the time is right.

MOBILITY As companies expand into new geographies and onboard mobile and remote

associates, IP Office 9.0 can convert an iPhone or Android smartphone5 into

an extension of the office phone system.6

INVESTMENT IP Office has a built-in conference bridge eliminating the need for standalone

conferencing subscriptions. Along with conferencing, IP Office 9.0 offers call

recording, automated attendants, voicemail, voicemail-to-email integration,

and video collaboration options. Finally, IP Office 9.0 integrates with legacy

IP, digital, analog, or SIP technology in any combination, protecting prior

wiring infrastructure and phones investment.

PROTECTION

IP Office 9.0 Key Features

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RESILIENCY With IP Office 9.0, Avaya makes mission-critical voice and conferencing

applications more resilient and eliminates interruptions in the case of

a server outage. With Active Call Preservation technology, end users

registering to the primary IP Office server are automatically registered to

the secondary server in the case of server failure with no interruption to

calls in progress.

CENTRALIZED WEB IT departments deploying IP Office 9.0 across multiple sites can now

leverage a single consolidated Web-based management platform to

perform backups and upgrades and manage users and the different

software components of their IP Office infrastructure.

VIRTUALIZATION In addition to the traditional physical appliance, IP Office 9.0 can also

be deployed as a virtual appliance in environments running VMware’s

virtualization7 platform. That makes it easy for IT managers in virtual data

centers to migrate their UC&C applications to industry-standard servers

running VMware’s ESXi8 hypervisor and continue on the path to eliminate

legacy appliance-based workloads.

MANAGEMENT

7 Requires VMware vSphere 4.X or 5.X version.8 Full specifications available in the IP Office 9.0 Product Update Document.

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Avaya’s UC&C Solution for the Middle Market

Flexible, scalable, and extendable, Avaya IP Office gives

midmarket companies a platform that lets the business expand

its UC&C features beyond voice and messaging applications

to incorporate multiparty video collaboration and extended

mobility options. IP Office increases associates’ productivity

with a collaboration toolkit that matches and exceeds that of

larger multinational conglomerates competing in the same

markets. Beyond expanding resources and driving associates’

productivity, Avaya IP Office lets IT departments right-size and

protect the underlying networking infrastructure to support the

new UC&C tools and points of connection inside and outside the

limits of VPN coverage.

Surrounded by an ecosystem of complementary offerings, Avaya

IP Office offers an affordable, quick-to-deploy, plug-and-play

platform that will have users up and running in no time. IP Office

allows IT departments to obtain more economies of scale from

their UC&C deployments. By standardizing the full UC&C stack—

voice, messaging, video, wired/wireless networking, and call

security—with Avaya, IT departments can significantly reduce

time-to-capability, minimize IT staff training needs, limit licensing

and pricing complexity, and scale features and users with the

needs of the business. Plus, Avaya’s vast network of DevConnect

partners can develop, integrate, and deploy proprietary

applications on top of the core IP Office platform to help your

team continue to deliver IT-enabled business innovation and

reduce complexity in the data center.

mobility video

networkingsecurity

Featured Product:

IP Office 9.0 Server Edition

• Supports up to 2,000 users at a single site or across 32 networked locations

• Flexible deployment models

• Centralized Web management

• Support for enterprise branch

• Mobility, video, networking, and security options available

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Mobility

For companies expanding

into remote geographies

and supporting a dispersed

workforce, IP Office includes

Avaya one-X® Mobile

Preferred9—an application

that allows users of mobile

devices to remain connected to

the IP Office communications

server to provide rich unified

communications capabilities.

Users stay connected and

productive while on the move,

and callers need remember only

a single business number.

Using the corporate network,

remote workers can connect

their mobile devices10 with the

IP Office 9.0 server to place and

receive calls, send and receive

instant messages, view presence

of colleagues, and conduct

multiparty audio conferences.

With wireless functionality

built into the iOS and Android

devices,11 remote workers

can place low-cost VoIP calls

through the corporate wireless

network—connected to a local

IP Office communications

server—and securely

access all corporate unified

communications resources.

IP Office also integrates the

powerful voice and video

collaboration capabilities

offered through the Avaya

Flare® Experience.12 With no

need to log in through the

corporate VPN,13 end users can

access audio and video calls,

multiparty audio conferencing,

voicemail, instant messaging,

and presence from their Apple

iPad or Windows PC while

working remotely.

9 Requires IP Office 8.1 or later version withPreferred Edition, Advanced Edition, or Server Edition with Power User solution.10 Supported on iOS 5 (iPhone and iPod Touch) and above, and smartphones running Android 4 and above.11 Requires downloading Avaya one-X mobile app.12 Avaya Flare Experience requires Preferred, Advanced, or Server Edition with Power User or Office Worker solution.13 No VPN deployment requires Avaya Session Border Controller for Enterprise.

Featured Products:

Avaya one-X® Mobile Preferred

• Take your office extension with you

• Use cellular, 3G/4G, or WiFi networks

• IM presence and geolocation of mobile users

• Directory integration

• Rich conferencing capabilities

Avaya Flare® Experience

• Drag-and-drop multiparty conferencing

• Secure access without VPN13

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Video Collaboration

Best practices in video

collaboration deployment include

it as an element of a wider unified

communications strategy for the

business, not as a standalone

purchase decision. The Avaya

Video Collaboration Solution

for IP Office is offered as an

element of a complete UC&C

platform, one that is affordably

priced, comprehensive, and will

not stretch IT resources to the

breaking point. The Avaya Video

Collaboration Solution for IP

Office provides easy-to-deploy,

secure, and affordable video

collaboration for midmarket

companies, integrating seamlessly

with Avaya IP Office14 to

enable remote video clients

to participate in multiparty

video collaboration sessions.15

Eliminating the need for a room-

based system, Avaya Video

Solution for IP Office creates a

“virtual conference room” that

enables anytime, anywhere video

collaboration via virtually any

device, including smartphones

and tablets running Apple iOS

and Android operating systems.16

The included embedded firewall

traversal technology securely

extends video to participants

outside your network for those

working at home or on the road.

In addition, it features traditional

room-based video end points

that can be used from executive

desktops or conference rooms

allowing full and secure video

collaboration with internal and

external participants. The Avaya

Video Collaboration Solution

for IP Office helps protect your

investment in video. Its standards-

based platform for full video,

audio, and content-sharing

capabilities delivers unmatched

interoperability with telepresence

systems from vendors such

as Cisco Tandberg, Logitech/

Lifesize, Polycom, and others.

14 Requires IP Office 8.1 or later version.15 A customer-provided PC/server is required to host the software.16 Supported on iOS 5 (iPhone and iPod Touch) and above, and smartphones running Android 4 and above.

Featured Products:

Avaya Video Collaboration Solution

• Immediately integrates with IP Office server

• Connect using your tablet, smartphone, laptop, or room system

• Collaborate with anyone inside or outside your network

Networking

The implementation of new

real-time video, voice, mobility,

and conferencing capabilities

creates an opportunity for

IT departments to revisit

their underlying networking

assets and ensure the right

infrastructure is in place.

Avaya’s networking portfolio

can provide the networking

infrastructure required for

new UC&C deployments

while reducing complexity

and maintenance costs.

Avaya Ethernet Routing

Switches and Wireless LAN

products allow midmarket

companies to consolidate all

forms of communication—

voice, high-definition video,

and data—over a robust

converged wired or

wireless infrastructure.

Avaya networking products

are also easy to install and

support. For example, Avaya

ERS 3500 and 4800 switches

include an automated script

that enables fast, error-free

installation when deployed

with IP Office. This installation

script—“run ip office”—

automates the setup process

on the switch in under a

minute. IP phones can then

plug into the switch and

immediately connect to the

IP Office 9.0 server. This

can dramatically accelerate

the rollout of new IP Office

systems and minimize the time

and resources necessary for

each deployment.

Avaya’s Wireless LAN (WLAN)

8100 Series can also provide

mobile users with access

to unified communications

services, including voice,

messaging, and high-

definition video over a wireless

infrastructure. The WLAN

8100 Series is optimized for

video and voice applications

and provides the wireless

capacity, performance, and

coverage required for today’s

converged networks.

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Featured Product:

Avaya ERS 3500/4800

• Auto-provision for IP Office in minutes

• One-minute plug-and-play capabilities for IP phones and automatic QoS and provisioning

• Power over Ethernet/Power over Ethernet+ models for powered connection of IP phones and other devices

• 100+ deployed enterprise features

• True resilient stacking

Avaya Wireless LAN 8100

• Optimized support for data, voice, video, and messaging applications

• Always-on architecture

• Guest access and management

• Secure bring your own device (BYOD) capabilities

• Wireless intrusion detection

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Security

In deploying a complete UC&C

platform, IT departments

need to ensure that the new

converged infrastructure does

not make corporate resources

vulnerable to external attacks. In

SIP deployments, vulnerabilities

may exist at the point where the

SIP trunk connects to the public

network. Those vulnerabilities

can leave the UC&C platform

exposed to hacker attacks

including spoofing, call

hijacking, eavesdropping,

and toll fraud. In addition to

potential damage to business

operations and privacy, security

mandates such as those for

credit and health information

(e.g., PCI and HIPAA) require

that these vulnerabilities be

addressed, imposing significant

financial and legal penalties

for noncompliance.

In order to safeguard the

new UC&C infrastructure,

IT departments can leverage

Avaya’s Session Border

Controller for Enterprise

(SBCE). The SBCE establishes a

precise demarcation where the

SIP trunks meet the enterprise

network, presenting a clear

line of defense. It delivers

enterprise-class security with

active packet inspection that

includes protection from

denial of service (DoS) and

application-layer threats as well

as toll fraud. Fine-grained policy

enforcement helps ensure

ongoing compliance.

A single-box solution built

with the simplicity midmarket

IT departments require, Avaya

SBCE provides a complete

application-layer security

architecture in one device:

SIP Firewall, Session Border

Controller, Intrusion Detection

System and Intrusion Prevention

System (IDS/IPS), Access

Controller, Authentication,

Unified Communications

Proxy, and Policy Enforcement

for all real-time unified

communications applications.

Avaya also offers a complete

and integrated solution to

ensure BYOD guest and

network access to employees,

guests, and business partners

via its Identity Engines portfolio.

IT managers have full visibility

of who has accessed and who

is on the network, and can

quickly and easily add, remove,

and control the level of network

access for every user and

device. Identity Engines allows

users to be provisioned once—

whether they connect using a

wired or wireless connection—

and they are associated with

the same security profile and

access policies. It also can

provision guest users in less

than 10 seconds.

Featured Products:

Avaya Session Border Controller for Enterprise

• Protection for your SIP trunks against denial of service (DoS) and spoofing attacks

• Secure access for remote end points

• Active packet inspection

• Protection against toll fraud—call walking, stealth attacks

Avaya Identity Engines

• Centralized security and access control for your network

• Network- and device-agnostic

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Conclusion

UC&C technology is a key enabler of business results and can give

midmarket companies a critical competitive edge to capitalize

on global opportunities. Built specifically for the midmarket,

Avaya IP Office is the smart choice for IT departments focused on

delivering higher business value to their organizations. IP Office

helps midmarket companies drive growth, connect resources

across geographies, and enable higher team productivity in a

powerful, complete, and affordable UC&C platform that includes

IP telephony, conferencing, mobile softphones, multiparty video

calling, converged networking, and secure SIP perimeter.

Learn more at avaya.com/midmarket.

Built specifically for the midmarket, IP Office is the smart choice for IT departments.

Mobility

Avaya one-X® Mobile

Avaya Flare® Experience

Security

Avaya SBCE

Avaya Identity Engines

Networking

Avaya ERS 3500 Series

Avaya ERS 4800 Series

Avaya WLAN 8100

Video

Avaya Video Solutionfor IP Office

Mobility

Avaya one-X® Mobile

Avaya Flare® Experience

Security

Avaya SBCE

Avaya Identity Engines

Networking

Avaya ERS 3500 Series

Avaya ERS 4800 Series

Avaya WLAN 8100

Video

Avaya Video Solutionfor IP Office

© 2013 Avaya Inc. All Rights Reserved.

All trademarks identified by ¨, ™, or SM are registered marks,

trademarks, and service marks, respectively, of Avaya Inc. or

Radvision, an Avaya Company.

10/13

avaya.com/midmarket

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Avaya IP Office is the right choice for

any small business today—whether

you are 5, 25 or 250 employees…

just getting started or already

established…have a single office, a

home office or multiple stores/sites.

Avaya IP Office unifies your

communications, providing your

employees with a solution that

lets them handle all their business

communications on the device of

their choice: their laptop, mobile

phone, office phone or home phone—

using wired, wireless or broadband

connections.

IP Office easily adapts to your goals

and budget and provides individual

user productivity solutions to give

each of your employees just the

capabilities they need—whether it’s

your receptionist, sales or service

representatives, home telecommuter

or on-the-go knowledge worker.

Helping small to large companies

around the world use communications

to grow sales and lower operating

expenses has made Avaya the global

leader in business communications

systems. If that’s what you want for

your small business, it’s time to take

a close look at Avaya IP Office.

IP Office:Simple, Powerful Communications for Small BusinessSuccessful companies are always

looking for new ways to do more

with less—keeping their business

flexible, innovative and competitive

without driving up operating costs

and capital expenses.

Avaya puts the solution at your

fingertips: the Avaya IP Office

communications system.

Learn More About Avaya IP Office:

Watch a Demo

Calculate Your ROI in 5 Minutes

See Customer Stories

Go to avaya.com/small

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But are you managing your communications

—or are your communications managing

you? Think about it—how often has the

following happened in your company?

• A customer or prospect calls with

an urgent, time-sensitive request,

but is unable to reach the right person

for an answer

• An unexpected development—severe

weather, a personal matter—leaves a key

employee stuck at home and completely

unproductive

• Staff give out personal phone numbers

(such as a mobile) that confuse

customers and affect your control of

those relationships

• You suspect peak call volumes result in

lost calls, but have no idea how many or

how much it’s costing you

These are all everyday occurrences that can

impact your image, your employees’ ability

to perform at their best, your customer

service, and ultimately your bottom line.

Avaya IP Office is ready to address every one

of them—and much more.

Unlike other solutions, Avaya IP Office uses

built-in intelligence to simplify your use of

wired, wireless and Internet communications.

Instead of keeping your communications

separate, Avaya IP Office brings them

together so you can easily turn a home

or mobile phone into an office extension,

collaborate with dozens of customers or

staff members on a conference call and get

detailed reports that show how well your

company is responding to customers.

With rich functionality, IP Office naturally

creates new ways of thinking about the role

communications can play in your business.

Rely On IP OffICe tO

COntROl COStS

• Lower mobile phone/long-distance

bills: IP Office opens the door to

a wide range of options for better

managing your company’s mobile

phone and long-distance charges by

routing calls through the system and

over broadband links.

• Handle more calls with fewer people:

Instead of using staff time to answer

incoming calls, rely on the built-in

intelligence in IP Office to route calls

quickly and accurately.

• Expand your talent pool without

increasing real estate: Is your

business growing, but you don’t want

to add full-time staff? With IP Office

you have the flexibility to have extra

staff working from home—wherever

that may be. Each would have access

to all the communications and call

handling capabilities your other

employees have at the main office.

• Eliminate conference calling fees: IP

Office makes every day conferencing

affordable and practical by providing

your business with two built-in, 64-

party conference bridges.

• Centralize administration: For

businesses with more than one

location, IP Office enables remote

management and administration from

a central location. No need to have

an administrator at every site.

Serving Customers effectively with Unified CommunicationsYour office phone, cell phone, e-mail, texting, instant messaging

and more are all essential to the way you work today.

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Swiftly deploy customized features: IP Office

lets you design your own set of features your

users need most. You can take advantage

of pre-existing templates to set up “typical”

users and quickly deploy them to all

employees or specialized groups of users.

Seamlessly integrate business applications:

With Avaya and Avaya partners, you can

integrate a wide range of applications

to enhance and customize your IP

Office system to the specific needs of

your business (e.g., an application that

automatically calls clients to remind them

of appointments).

Easily add or move phones: Adding new

phones or other devices is a matter of

plugging them in and powering on—IP

Office automatically reads the IP address of

the device. Once it is set-up, you can move

a device from extension to extension, even

to another location (e.g., a home office),

without having to “re-administer.”

Manage your system from anywhere: You

don’t have to be on-site to manage your IP

Office system—you can do it securely, from

anywhere, and at any time. Administer all

offices from one location—eliminating time

and travel costs. IP Office administration is

flexible, efficient and included with the IP

Office 500 system.

A SOlUtIOn yOU CAn

DePenD On

Everything about the IP Office

solution is designed to keep your

communications at peak performance at

all times:

• Built-in resiliency: For businesses

with more than one location, IP Office

can deliver continuous operation. In

the event of a power outage, users

with IP phones can automatically

failover to another location, retaining

full communications capabilities.

• Advanced, remote diagnostics: IP

Office proactively identifies potential

problems before they cause an outage

or business disruption.

• Proactive alarming: Be alerted to

system problems in the way that

works best for you—IP Office can

e-mail system alarms from any of

your locations.

IP Office Is easy to Use and ManageWhether you are adding a new employee or an entirely new

office, setting up a customer service help desk or outfitting

an employee to work at home, IP Office keeps it simple.

COnneCt yOUR OffICe lOCAtIOnS

IP Office is ideal for any company with

multiple locations. Connect up to 32

sites and have all the IP Office systems

communicate seamlessly. Eliminate site-

to-site calling costs. Share messaging,

receptionists, the office directory and

much more. Manage all systems from a

single browser-based interface. Quickly

and cost-effectively set up satellite

operations in remote locations that

might not otherwise have justified the

investment in a fully-equipped office.

“I just need basic communications.”

Help keep your costs down and get the

essential call handling capabilities growing

businesses need.

IP Office Essential Edition is the perfect

small business starter kit with all the

“must haves” (call routing, Caller ID, hold/

conference/transfer, voice mail) plus a great

selection of Avaya phones.

When you are ready, move up to the

Preferred Edition.

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Meet the needs of All your employees

“I want to make my people more

responsive and professional.”

Communications capabilities to give your

business a competitive edge… as well

as the built-in capacity you need to keep

growing: that’s the idea behind the IP Office

Preferred Edition. With ten times more voice

messaging capacity than Essential Edition

and the ability to handle dozens of calls

simultaneously, Preferred Edition is the

right choice for any business that wants

to use communications to operate more

efficiently and effectively today and for

the foreseeable future.

Scalable, sophisticated voice mail: The voice

messaging capabilities in Preferred Edition

deliver productivity and efficiencies day-in

and day-out. Handle up to 40 simultaneous

calls. Broadcast a single voice mail to the

entire company, a specific department or

just a team. Have the system “find” you and

let you know when new messages arrive.

Secure “Meet me” conferencing: With

two built-in conference bridges, IP Office

Preferred Edition makes it easy for all your

users to host their own password-protected

conference calls. The user experience

becomes seamless for your staff and

customers—whoever you invite to your audio

conference. With its unique conference call

capacity, IP Office lets you host a multitude

of calls simultaneously.

Intelligent call routing: You never know when

your most important customer will call. Now

you don’t have to worry. IP Office Preferred

Edition gives you many programmable

options to handle calls any time of the day

or night. Program IP Office to recognize

your best customers and even greet them

with a personal message. Forward calls

virtually anywhere with different options for

each extension, times of day and different

incoming numbers or area codes.

Automated service prompts: Enrich the

experience for incoming callers by providing

information such as wait time, information

on promotions or other communications that

will add value to their overall experience.

Call recording: Built-in call recording is a

great way to keep tabs on your business

operations, reduce legal risks to your

company and potentially meet industry-

compliance criteria. Record incoming

or outgoing calls. Set it up in advance

(establish a set frequency) or record on

demand with the push of a button.

When you are ready, build on your

investment and just add the

Advanced Edition.

Essential Edition

Preferred Edition

With IP Office Preferred Edition,

you get everything that’s in the

Essential Edition, plus:

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“Give me the tools to serve customers more effectively.”

Winning new customers makes your

company grow. Keeping customers loyal and

satisfied makes your company profitable.

IP Office Advanced Edition helps you do

both—it’s the ideal solution for companies

that take customer service seriously and

want to be the best.

Avaya has taken the expertise that has

made it the industry leader in large contact

centers and tailored it to the needs of

growing businesses like yours.

Automated 24/7 self service: For many, if

not most customer interactions, simple is

best—give your customers everything they

need through an automated, self-service

option: access information, get directions,

check status of orders, and more. Drive

revenue in off-hours and free up agents for

more critical, customer-facing tasks.

Real-time customer service management:

Receive alerts immediately when service

thresholds you’ve set have been exceeded.

Take swift action to optimize call routing

and ensure service levels. Get reports of all

calls in progress and compare with historical

reports. See how agents are doing and

adjust accordingly. Optimize your staff’s

productivity so your customers enjoy a

professional, differentiated experience.

Seamless retrieval of recorded calls: Easily

archive all recorded calls and seamlessly

search and replay any conversation.

Search via browser interface and access

the exact information you want. Use the

replay controls to start, stop, pause, skip

forward/backward, or to export the recording

to search by date, time, parties, length or

target extension number. Use your results to

understand problem or opportunity areas in

customer service.

Advanced Edition

Solutions for your Goals, your Budget

The IP Office Advanced Edition

requires the Preferred Edition as a

pre-requisite purchase. So, you get

everything in the Preferred Edition,

plus:

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telewORkeR

Working from home regularly or occasionally is

efficient, it’s green, and in many situations it’s

necessary—and with IP Office Teleworker it is very

easy. IP Office Teleworker makes any home office

a remote extension of your main office. Users truly

feel like a remote extension of the main office

with the same phone and functionality they’d

have in the office. You turn their commute into

productive time, and they connect as if down the

hall. And the best part for your business—because

it all goes through the IP Office system, you can

hire talent from anywhere and save money.

Note: Teleworker solution requires purchase of IP deskphone.

MOBIle wORkeR

Even with a mobile phone, being on

the road, down the hall, or in another

office…can often mean missing a

call. IP Office Mobile Worker solves

the problem by making any mobile

phone an extension of the office phone

system—complete with call handling

features, speed dials and more. No more

giving out personal reach numbers. You

get peace of mind knowing that when

customers call, they are dialing your

business number; not your employee’s

personal one. And your employees get

the tools they need to stay in touch

easily and professionally.

POweR USeR

For any employee with a laptop, IP Office Power User takes mobility to

another level. Give your executives, managers and other key employees

the tools they need to manage the business, communicate decisions,

share ideas and lead teams. With Power User, they can control office

communications using an IP phone, cell phone or laptop; have calls ring

simultaneously on all their devices; get automatically notified of important

voice mails and e-mails (viewing them in the same inbox); set up

conference calls on the fly—with up to 64 participants. It’s the ultimate

in communications accessibility, designed to help your people be as

productive as possible—anytime, anywhere.

now Drive effectiveness exactly where you need It

�

ReCePtIOnISt

Be sure the first impression you make on callers is one of

prompt, personal and professional service by equipping front

desk personnel with IP Office Receptionist. Streamline call

handling with easy point-and-click call controls. See who’s

calling and why. Integrate with commonly used database

software. Monitor all office extensions. Have one receptionist

provide coverage for multiple offices.

CUStOMeR SeRvICe

AGent

Any employee who regularly fields

calls relating to sales, service, billing,

product information, etc., should be

equipped with IP Office Customer

Service Agent. It’s a browser-based

client that lets agents respond quickly

to current conditions. Agents receive

information on the number of calls

on hold, in progress, lost, as well as

the number of agents logged in and

logged out. If no calls are waiting to be

answered, the customer service agent

can spend more time with the current

caller, helping to increase revenue and

customer satisfaction.

CUStOMeR SeRvICe SUPeRvISOR

If you are serious about having the best sales and service,

you will want to constantly monitor and measure how you

are doing. Big companies have long done it. With IP Office

Customer Service Supervisor, growing companies can do

it, too. Customer Service Supervisor gives you the reports

you need to manage your sales activities, judge the value of

marketing campaigns and see how well agents are handling

sales and service calls.

IP Office User Productivity Solutions—Power to your People

now Drive effectiveness exactly where you need It

© 2009 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.07/09 • SB4318

About Avaya

Avaya is a global leader in enterprise communications systems. the company

provides unified communications, contact centers, and related services directly

and through its channel partners to leading businesses and organizations

around the world. enterprises of all sizes depend on Avaya for state-of-the-art

communications that improve efficiency, collaboration, customer service and

competitiveness. for more information please visit www.avaya.com.

Getting all of your communications working

together is a key element in driving better

business performance:

• Your customers expect it.

• Your employees need it.

• Your bottom line requires it.

Avaya IP Office delivers it.

In a single, compact solution, Avaya IP

Office provides an unprecedented set of

leading-edge communications capabilities

to help your employees work better and

serve your customers more effectively.

And with IP Office you have the backing

of Avaya—a global leader in business

communications systems—and our

network of experienced, authorized Avaya

BusinessPartners: smart, local experts who

understand the challenges facing small and

growing businesses and know how unified

communications helps solve them.

Get the Power of Unified CommunicationsGrowing businesses that want to keep growing need to harness the power of unified communications.

flexIBly ACCOMMODAteS yOUR ChOICe Of DevICeS

IP Office has the ability to work with IP, digital, analog, SIP or wireless technologies.

Use the devices you want, wherever you need them.

we’ll helP yOU

Get the CAPABIlItIeS

yOU neeD

Your authorized Avaya

BusinessPartner will work

with you to tailor an Avaya

IP Office solution to meet

your needs and budget.

Learn more about what Avaya

IP Office can do for you at

avaya.com/smallbiz