IP Office 4.0 and IP500 Product UpdateSales Product Update
Product Management - SMB
8 February 2007
This presentation is a global presentation
Please hide any slide(s) not relevant to the market or
audience
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Today’s Discussion
What’s New
Product Roadmap
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Intelligent Communications For Small Business
Will Drive Customer Intimacy And Competitive Advantage
Benefits
Basic
Converged
Unified
Intelligent
Employee Productivity
Fragmented customer requirements with a continuum range of
needs:
Basic: simple dial tone (Avaya is not playing in this market unless
these customers needs are expected to grow)
Converged: understand needs for user productivity and reduced cost
through single infrastructure
Unified: quality of customer service, offer user productivity
across employees
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Avaya IP Office
Over 90,000 Systems Sold Worldwide!
January 2002: First launched in EMEA
May 2002: North America launch
Reached 10,000 sales in its first year
Start of 2005: 35,000th installation
Deployed in 69 countries and climbing
India & Hong-Kong launched 2005
Feb 2007: New IP500 platform launched
Continued growth of systems sales
Continued Investment into new software
Continued investment into new countries
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Source: Synergy Research Group, calendar Q3 of 2006
10%
20%
30%
40%
2000…
Worldwide
IP Office sales help Avaya take IP Telephony leadership
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We Are Not Resting On This Success
Continue To Improve Your Profitability
Reducing support costs
Continuous Quality Improvement
Improving remote serviceability
Responding to future needs
More compelling to sell
IP Office 4.0 and IP500 – Key Benefits
IP Office 4.0
Enhanced call handling and usability
New Remote Diagnostics Application
IP Office 500
Driving value through software
Grow at your own pace and budget
System is modular, scalable and more flexible. Start with what you
need. Add advanced applications & capacity as you grow
Standard Edition has a solid package of entry-level features
Upgrade seamlessly to Professional Edition when advanced capability
and more capacity is needed
Driving value through Software
Standard Edition offers enables wider range of businesses to
leverage IP Office from the start
Start only with what you need – Add capabilities later via license
keys
Modular approach increases flexibility and protects business
investment
Release 4.0 Customer Benefits
Increased choice of Service Provider
Enhanced call handling and usability
Queuing enhancements improves flexibility and customer
service
Site-to-site “hot-desking” improves mobility
New remote diagnostics application
Proactive alerts facilitate consistent level of higher quality
service
Site issues can be resolved quickly, with minimal disruption to
end-users
For reseller-specific benefits, please see detailed slide in
conclusion
© 2007 Avaya Inc. All rights reserved.
IP Office 4.0
Core Software Enhancements
Enhanced Huntgroup queuing &
The following hardware is not supported with IP Office 4.0:
The IP403 and IP406 V1 control units are not supported
The WAN3 10Mb external expansion module is not supported (the WAN3
10/100 is still supported on IP400 – not on IP500).
All Network Alchemy external expansion modules are no longer
supported.
Note: Some early 406v2 units were made with only 16MB RAM (PCS 07
or lower). These units can be sent back to Avaya for a FREE memory
upgrade in order to run 4.0 software (using PCN process)
T3 digital/IP not supported on Small Office Edition running 4.0
(due to memory limitation) in order to allow SIP trunks support but
T3 continue to be supported on IP406v2, IP412, and IP500.
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Queues and Announcements
8
7
6
5
4
3
2
1
When phone is free a call is taken from the queue and rings
Only queued calls receive announcements (20 sec Intervals)
Max queue length = Queue size + free logged on Agents
Queue
Ring
to a free phone
Hunt Group Call Queue
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Queues and Announcements
All callers (either queued or ringing) hear announcements (if
selected)
Calls leave the queue when answered - enforcing first come first
served
New Queue Length option: Max Queue length is strictly enforced
(fixed)
Queue
Ring
Benefits – Improved Customer Service
Keep callers informed of their status even when calls are still
ringing First come first served in all cases
Announcements no longer tied to queuing and are also available to
ringing calls.
Calls waiting and abandoned are reported accurately.
When alerting, ring event is triggered
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Impact of Maximum Queue Length
Customer scenario example:
$100 margin product – unlimited queue
$10 margin product – want to restrict queue to 8 callers
Existing queue length option allows between 8 and 28 calls for $10
product calls being processed
New max queue length option limits calls to 8 regardless of the
number of free agents.
Benefits – Improved Business Efficiency
Maximise revenue per agents by serving most valued customers Limit
number of calls to maximise profits
Customer scenario:
A customer has two products that it is selling in a 20 seat call
centre; one product has a margin of $10, the other $100.
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Flexible Announcements (Users & Hunt Groups)
Available on Voicemail Lite, Pro and Embedded Voicemail
Each hunt group can have unique announcements
Users can now also have their own announcements
Set flexible timing between announcements and choose
music/ringing/silence through intuitive GUI
Call can be answered by an Agent before, during or after
announcement
The target group announcement will be played even after
overflow
Synchronise announcements saves Voicemail Ports
Announcement wait times fully configurable
Synchronise calls option minimizes VM ports usage
“Welcome to Sales, please wait”
“Thank you for holding, you will be answered shortly”
Benefits – Improved Customer Service
Inform callers of their status Maximise revenue by encouraging
callers to wait longer
Support for Simple Announcements in Embedded VM is new in 4.0
The recording of the announcements is unchanged from the current
method for voicemail Lite and Pro. A new TUI will be introduced on
the embedded VM to allow the recording of announcement 1 &
2
The max record length will be 10 minutes for each record
The target group announcement will be played even after overflow
(e.g. If Sales overflows to Accounts on no answer, then Sales
announcement is played)
If a call steps on to a Night Service or the Out of Service group,
that group’s announcements and announcement parameters will apply
(e.g. If Sales out of service and Accounts is the out of service
destination, then Accounts announcement is played)
Synchronised announcement rules: First message is played to a new
caller after the initial timeout or whenever a first message is
already due for existing caller(s) waiting for that 1st message.
2nd announcement works in the same way (play when due around the
timeout period).
Note: Mandatory announcements still require Voicemail Pro
User announcements: Queued and Still Queued Start Points now
available on VM Pro for users
Synchronize calls: Default = Off
This option can be used to restrict how many voicemail channels are
required to provide the groups announcements.
When Synchronize calls is off (the default), the announcement
pattern is followed individually for each call. This requires a
separate voicemail channel each time an announcement is played to
each caller. While this ensure accurate following of the timing of
the announcement pattern, it does not make efficient use of
voicemail channels.
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Hunt Group Behaviour enhancements –
Hunt Group Automatic Update
User status on No Answer can now be applied when a Hunt Group is
set to automatically update membership:
Logged Off
Reset Longest Idle Time
Choice of event to reset a User’s idle time used in Longest Waiting
targeting
Any call
External Incoming calls only
Benefits – Improved Business Efficiency
Better reporting and tracking on contact centre agents Improves
call handling with Groups in Longest Waiting mode
User status on No Answer set on the user tab within Manager and
applicable on per huntgroup basis
Time Profiles are only applied to ‘In service’ Groups; ‘Out Of
Service’ disregard time profiles.
Hunt Group Naming Conventions: only names have changed – not the
definition
Sequential (Previously known as Linear/Hunt)
Calls arriving at a Sequential Group will always hunt around the
group in a fixed sequence, skipping any phone which is unavailable
(Alerting, Busy, Busy Not Available, Busy Wrap up, DND and Out of
group). The sequence is defined by the order they are listed in the
manager application.
Collective (Previously Known as Group)
In a collective group all available phones will alert
simultaneously with the single call.
Rotary (Previously Known as Circular/Rotary)
Unlike sequential groups, the starting point for a rotary group
will move on one place, the next phone on from the last one that
rang
Longest Waiting (Previously Known as Idle)*
A longest waiting group presents the longest waiting call to
longest idle agent. Currently an agent transitions from idle if
they make or receive any calls, internal or external
New parameter defines what activity resets Agents idle time, Any
call or External Inbound only
3.2 Configurations with 4.0 Manager:
3.2 Hunt Group naming conventions will be maintained (Group, Hunt,
Rotary & Idle)
© 2007 Avaya Inc. All rights reserved.
IP Office 4.0
Core Software Enhancements
4.0 Usability - Hot-desking & Distributed Groups
Desk-to-desk dialing
Call Paging
Call Pick-up
Dynamic Internal Users Directory
Note 1: NEW functionality requires Advanced Networking RFA
license
Note 2: CCC cannot currently report on remote agents (use remote IP
phones instead)
Benefits – Improved Business Efficiency
IP
Networking is a key strength of IP Office. With 4.0, we are
building on this strength and adding 2 new features:
SCN Distributed Hunt Groups
Hunt groups in a Small Community Network can include members
located on other systems within the network. This feature requires
entry of an IP Office Advanced Networking license in each system in
the network where a Distributed Hunt Group needs to be created. A
license is not required to view the distributed hunt group on
remote sites.
Remote Hot-Desking
IP Office 4.0 supports remote hot-desking between IP Office systems
within a Small Community Network. The system on which the user
configured is termed their 'home' IP Office, all other systems are
'remote' IP Offices. Login at a remote IP Office requires that IP
Office to have an Advanced Small Community Networking license, but
this license is not necessary on the user's home IP Office (i.e.
for local hot-desking).
Remote hot-desking allows a user to make and receive calls from any
office as if using the phone on their own desk. The user retains a
single telephone number, a single voicemail and the same privileges
(e.g. make international calls) for improved mobility, and easy
access to familiar features, and can be used with Digital, Analog,
or IP phones
User Settings
When a user logs on to a remote IP Office system, all their user
settings are transferred to that system.
The user’s incoming calls are rerouted across the SCN
The user’s outgoing calls use the settings of the remote IP
Office
Note: Distributed Groups but NOT distributed contact center as
CCC/delta server can only currently report on 1 IP Office site.
However remote agents can be reported on CCC if they are using IP
phones (hardphones or softphones).
Centralized Voice Mail (Voicemail Pro): Support for mailboxes, call
recording, dial by name and auto attendants. Queuing on remote
systems is also supported with Advanced Networking license
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Hot Desking Across the Network –
Perfect for Nomadic Workers
Key Business Benefits
Enable workers to work in any office with the same features or
privileges (e.g. international calls)
Single number, single voicemail.
Great for consultants, solicitors, managers, etc. working in
different offices on different days
Hot-desking available on digital, analog and IP phones
Sales Office
Regional Office
Head Office
Home Office
New feature for multiple IP Office units connected in a Small
Community Network (SCN)
Make and receive calls from any office as if using phone on home
desk
Benefits: single number, improved mobility, easy access to
features, same call restrictions
Note: Features handled by the telephone itself are not affected by
hot-desking (e.g. call log, phone speed-dials)
Modifies existing hot desking behaviour
Can’t log out unless set up as a hot-desking user
User can work at remote site oblivious to state of home
switch
E.g. home switch reboot, network failure etc.
Means rebooting the switch won’t re-home its users
Note: If logging in using a shortcode (e.g. *35*203*1234#) the
shortcode including password will be stored by the telephone and
may be recalled.
© 2007 Avaya Inc. All rights reserved.
IP Office 4.0
Core Software Enhancements
SIP Trunking - Overview
No need for a SIP phone to make/receive a SIP call
SIP Trunks are licensed in increments of 1, 5, 10 and 20 (up to 128
channels)
SIP
Provider(s)
T1/E1/
ISDN
Provider(s)
Analog
Provider(s)
Benefits – Lower operational costs
Lower cost/flat rate calls with Internet Telephony SPs Offers
back-up to Analog/Digital Trunks Future-proof your investment
IP Office acts a SIP gateway i.e. no need for a SIP phone to make a
SIP call with IP Office
Investment in analog/digital phones is protected – you can also
make SIP calls with those
Incoming calls are routed based on IP Office incoming call
routes
Calls can be matched against ‘Incoming’ (from) and ‘Called’ (to)
addresses
Benefits: SIP trunking 20% to 30% than traditional carriers
SIP trunking requires VCM cards + SIP Trunking RFA
RTP relay is also supported (avoids using VCM resource for IP
phones once call is set up)
UA (User Agent) is an entity in SIP that generates and terminates
sessions.
B2BUA (Back to Back User Agent) is an entity in SIP that generates
and terminates sessions.
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SIP Trunking – Customer Benefits & Topologies
Customer Benefits
Typically 20 to 30% cheaper tariffs than traditional trunks
Provides back up or overflow if traditional trunks are
busy/fail
RTP relay minimises the use of VCM resources for SIP -> IP
Future-proof your investment
Try and Buy SIP trial license available
Network Topologies
IP Office supports all of the 4 most common network topologies to
overcome NAT traversal issues
RTP relay
The use of RTP relay allows IP media streams between IP endpoints
to be routed via the IP Office without using VCM voice compression
channels
Network Topologies
Service Provider with SBC (Session Border Controller
(preferred))
Direct Connection via DMZ (unsecured zone between private &
public) DMZ=De-Militarised Zone
ITSP connection via STUN server (Simple Traversal of UDP (User
Datagram Protocol) through NATs (Network Address Translators)
ITSP connection through ALG-equipped router (application-level
gateway)
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AT&T/SBC (US)
Internet Engineering Task Force (IETF) RFC Support
All the major RFC’s are supported to ensure SIP interoperability
with most Service Providers
Testing to date (Development + Avaya in-house Alpha sites):
Full list of Service Providers tested against will be available on
4.0 Product Update/Tech Bulletin
Gamma Telecom (UK)
Telematic Service (Italy)
IETF RFC support
The Internet Engineering Task Force (IETF) maintains a
comprehensive list of RFCs (Request For Comments - effectively an
industry standard) that are used to achieve direct IP peering
between SIP-enabled IP PBXs and an ITSP’s SIP network. The
following RFCs are supported in IP Office 4.0:
RFC # Description
Rec. E.164 [2] ITU-T Recommendation
E.164: The international public telecommunication numbering
plan
RFC 2833 [7] RTP Payload
for DTMF Digits, Telephony Tones and Telephony Signals
RFC 3261 [8] SIP: Session
Initiation Protocol
RFC 3264 [11] An Offer/Answer
Model with Session Description Protocol (SDP)
RFC 3323 [14] A Privacy
Mechanism for the Session Initiation Protocol (SIP)
RFC 3489 [18] STUN - Simple
Traversal of User Datagram Protocol (UDP) Through Network Address
Translators (NATs)
RFC 3824 [24] Using E.164
numbers with the Session Initiation Protocol (SIP)
Note: while IP Office does support RFC 2833 to allow DTMF transport
over SIP trunks, IP Office does not support the INFO method for
out-of-band DTMF. This INFO method is only used by few Service
Providers but please check with your preferred ITSP before
hand.
Links to multiple concurrent SIP Service Providers from a single IP
Office is supported
© 2007 Avaya Inc. All rights reserved.
IP Office 4.0
Core Software Enhancements
Other enhancements
Alternate Route Selection – Replaces LCR
ARS is more flexible than LCR and provides a new Graphical User
Interface
ARS supports all Trunk types (H323, SIP, T1, E1, E1R2, PRI, BRI and
Analog)
ARS can be programmed to provide alternative route for SCN
(congestion or network failure). When SCN comes available again new
calls will route over SCN
Dialled digits
ARS is more flexible than LCR
Provides automatic fallback when primary trunk fails (e.g. analog
trunk fallback if T1 fails)
Existing LCR configurations automatically converted to ARS when
upgrading to 4.0
When a dialed number matches a short code that specifies that the
number should be dialled, there are two methods by which the
routing of the outgoing call can be controlled
Route calls direct via outgoing line group ID
Route calls via ARS route ID. The final routing of the call is then
controlled by the setting available within the ARS form
ARS Features
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ISDN Supplementary Features - Overview
MCID - Malicious Call Identification
AOC - Advice Of Charge
CCBS - Call Completion to Busy Subscriber
PR - Partial Rerouting
ECT - Explicit Call Transfer
These ISDN features depend on the local Service Provider and may
not be available in all countries
Country support: Not all ISDN Service Providers support these
supplementary ISDN features, please check with your local Service
Provider.
AOC is only available on T3 phones (digital and IP) and Phone
Manager Pro;
the charging info is also streamed to the Delta Server/SMDR
MCID, CCBS and PR can be used on all the available system phones
(24xx, 46xx, 54xx, 56xx, T3, T3 IP, IP DECT phones) and on Phone
Manager (but NOT on standard ISDN DSS1 phones)
ECT is available for DSS1 devices only. A standard DSS1 phone is a
phone supporting the standardized European DSS1 protocol. T3 phones
are not DSS1 phones; they use an Avaya T3 specific stimulus
protocol.
MCID, CCBS, PR and AOC are available on BRI and PRI
Prerequisite: provision by and/or subscription at the
telecommunication provider
Usage of MCID additionally requires some legal action
Owner: Core Team Leader
Other Core S/W Enhancements
Private Call
Users can set private status during or before a call using short
codes or a programmed button. Private calls cannot be recorded,
intruded on, bridged into or monitored.
Breakout dialling
Breakout from a selected site within a SCN network. Particularly
useful when hot-desking at a remote site
Manager Operator Profiles
More than one operator rights group can be defined in a security
rights group.
Service users belonging to such a rights group would have the
combined permissions of all the operator rights groups added
together.
Firewall IP Office Service Controls
IP Office firewall standard settings now include controls to drop
or allow connections to IP Office default configuration settings,
security settings and system status.
Password lockout
Any phone features that require a validated entry (for example
password or account code entry) will automatically fail if they
have been preceded by 4 failed attempted in the previous 90
secs
Breakout: Make calls from any switch in SCN
Press Breakout button
First leg of call is across SCN IP trunk
Reduce cost of international calling by using existing SCN trunk
and dialing national number at selected switch
© 2007 Avaya Inc. All rights reserved.
System Status Application (SSA)
The following information pertains to the best practice phase
review template:
COMPAS ID 106103
Issue Number 4
User Instructions:
Update the slide title with the appropriate phase name, date,
project name, and presenter.
General Instructions:
When pasting Word or Excel tables into a slide, use Paste
Special.
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System Status Application (SSA)
New remote diagnostic tool
Allows most customer issues to be resolved without escalation to
Avaya
Reduce site visits (even supports 14.4kb/s dial up modem
links)
Provides Real-time Call status information
Replaces ‘Call Status’ application and complements Monitor
application
Provides real-time view of system resource (e.g. VCM or VM
ports)
Provides QoS info for IP trunks (SCN, H.323, SIP)
Alarms, trunk utilisation and error histories
Alarms stored in IP Office (no need for local PC)
Event traces per call/trunk/extension
Complements SNMP & email alarms
Benefits – Lower operational costs
Reduce site visits means lower maintenance cost Allows upsell
opportunities when congestion indicated
The System Status Application (SSA) is a diagnostic tool for system
managers and administrators to monitor and check the status of IP
Office systems. SSA shows both the current state of an IP Office
system and details of any problems that have occurred. The
information reported is a combination of real-time events,
historical events, status and configuration data to assist fault
finding and diagnosis.
SSA provides real-time status, historic utilization and alarm
information for ports, modules and expansion cards on the system.
SSA connects to all variants of IP Office, using an IP connection
that can be remote or local. Modem connections at 14.4kbps or above
are supported for remote diagnostics.
SSA provides information on the following:
Alarms - SSA displays all alarms recorded within IP Office for each
device in error. The number, date and time of the occurrence is
recorded
Call Details - information on incoming and outgoing calls,
including call length, call ID and routing information
Extensions - SSA details all extensions (including device type and
port location) on the IP Office system. Information on the current
status of a device is also displayed
Trunks - IP Office trunks and connections (IP, analog and digital)
and their current status are displayed.
SSA reports on Quality of Service across a Small Community Network
(jitter, latency, packet loss)
System Resources - IP Office includes central resources that are
utilized to perform various functions. Diagnosing these resources
is often critical to the successful operation of the system. This
includes details on resources for VCM, Voicemail and
conferencing
SSA can be launched independently or from within IP Office Manager,
and there can be up to two (2) SSA clients connected to an IP
Office unit at one time. SSA is available for use with IP Office
4.0 running on IP400 or IP Office 500 hardware.
© 2007 Avaya Inc. All rights reserved.
Messaging & User Applications enhancements
Messaging Usability - Visual Voice
Benefits – Improved Usability
Provides easy access & playback control via display phone
Allows upsell to large display phones
Visual Voice allows easy access & control of voice messages via
the display of digital/IP phones (large display LCD sets only:
2410, 2420, 5410, 5420, 4610, 4620, 4621, 4625, 5610, 5620 &
5621 phones only – excluding T3 sets)
Note: Visual Voice is NOT available on Voicemail Lite
*
Visual Voice
Call-Back Sender (internal or external caller with Caller ID)
Fast Forward, Rewind & Skip
Fax Tone Detection & Routing
Enhanced Employee productivity Lower costs for entry-level
messaging Improved Customer Service through Announcements &
Auto-Attendant
New Embedded VM features added to offer basic VM for IP Office
Standard Edition incl. AA
Fax tone detection avoids need for dedicated DDI for fax on smaller
systems
Queue Position, Estimated Time to Answer (ETA) and breakout from
announcements still require VM Pro
*
Voicemail Pro - Cascaded Out-calling
Voicemail Pro can call specified telephone number(s), with a
defined escalation priority order, to inform the recipient that a
new voice message has been received in a user's mailbox
Great for healthcare or support environments where important voice
messages are left and need to be answered promptly – even out of
hours
Doctor Office
Public Network
Doctor’s Phone
Patient rings Doctor on main number during out of hours
This slide is animated: scenario is that a patient calls main
doctor surgery, no one answers and a message is left. VM Pro can
then calls the following numbers in a pre-programmed order:
doctor’s office phone, doctor’s mobile/cell phone, doctor’s home
number and if still not answered, the doctors on duty during
out-of-hours. If the call is answered then VM Pro asks for mailbox
security details to present the voice message or the recipient can
reject the call.
The voicemail notification can be sent for:
Any new voice messages
Any new priority voice messages
Mailbox owners can configure their own options from their handset
(TUI)
Create own Time Profile – defining when notification should take
place
Out-calling destinations – defining where notification should take
place and in which priority order
Five destinations can be defined via the TUI. The destinations
selected in the escalation list are called in sequence. The
possible destinations are:
Desk
Mobile/Cell
Home
Delegate
Other
Each time an outcall event occurs, each number in the escalation
list will be called until either the call is answered, or the end
of the list is reached. This process will be repeated on each retry
attempt, for the number of retries set.
Out-calling is only available with VM Pro running in Intuity
Mode
*
Voicemail Pro - Call Recording
Capture the complete call from answer to clear down
Recording continues even when transferred to another member of the
group
Life of call (record against Incoming Call Route i.e. Caller ID or
DID/DDI)
Within a group
Every call is captured
Even IP to IP direct media calls
Benefits – Improved Customer Service
Training and Quality assurance
Voice Recording
A number of improvements have been made to call recording operation
in conjunction with Voicemail Pro. In the descriptions below
'party' can mean user, hunt group or incoming call route involved
in a call.
Calls including IP end points, including those using Direct Media,
can now be recorded.
IP to IP direct Media Calls will be rerouted via a codec if
recording is invoked (NEW in 4.0).
Voicemail Pro automatic call recording can be triggered by Incoming
Call Routes (NEW in 4.0).
Where recording is triggered by several parties within the same
call, separate recordings are produced for each party.
For example if both automatic hunt group recording and automatic
user recording are applicable to the same call, separate recordings
are produced for both the hunt group and the user.
If a call is to be recorded multiple times to the same mailbox only
a single recording is made; resolved in the order of: incoming call
route, account Code, hunt group and user settings.
Recording only continues while the party triggering the recording
is part of the call, for example:
Recording triggered by a user stops when that call is transferred
to another user.
Recording triggered by a hunt group continues if the call is
transferred to another member of the same group. Recording stops if
the call is transferred to a user outside the hunt group.
*
VoiceMail Pro 4.0 enhancements - Summary
Visual Voice
Cascaded Out-calling
Recording enhancements
User Announcements
Remote Queuing for Distributed Groups across SCN
Available with Advanced Networking license
Benefits
*
Phone Manager & SoftConsole Enhancements
Phone Manager now controls IP DECT
Queue Monitor now shows all calls waiting (New to 4.0)
ISDN Advice of Charge * information is shown in Call Details area
of Phone Manager Pro during outgoing call
* AOC feature depends on the local Service Provider and may not be
available in all countries
Advice of Charge (ISDN Service Provider dependent)
The Advice of Charge field is only available in Phone Manager Pro.
When there is information about the cost of an external call, the
information is detailed in the Advice of Charge column. The heading
is only visible when any details are available and is only
available during a call. The details are not saved in the Call
History area.
© 2007 Avaya Inc. All rights reserved.
IP Office 500 Platform
IP Office 500 – Product Highlights
More granular, modular, flexible IP Office platform
More affordable in the price-sensitive 10-30 user segment
with IP Office Standard Edition software
Increased IP Telephony capacity
Upgrade licensing to IP Office Professional Edition
Plus licences for SIP trunking, VCM channels, voice networking and
advanced networking
IP500 only runs 4.0 software
*
IP Office 500 - Product Description
IP Office 4 Slot Switch Chassis
19” rack mountable or wall mounted
Fresh new look
‘Base cards’
8 Port DS
2 or 8 Port Phone
Trunk ‘Daughter cards’ fit on top of a base card in the same
slot
4 Port Analog Trunk card
2 or 4 Port BRI (4 or 8 channels)
Slots accept current range of trunk cards via ‘Legacy Card
Carrier’
Also provides 8 Expansion ports compatible with IP Office expansion
units
SmartCard – system operation and licensing
Daughter card
IP Office 500 Feature Key
Supports 24 x DS or 32 x Analog Phones in chassis
Maximum of 272 extensions in system (combined Analogue, Digital and
IP)
Max 264 Digital (*), 272 Analog, 272 IP (inc T3 IP)
Up to 2 VCM modules in chassis (max 128 channels)
Supports up to 4 Trunk Daughter Cards in chassis
Supports up to 2 IP400 trunk modules in chassis (via Legacy Card
Carrier) – max 4 x PRI E1/T1
Any card in any slot (not Hot Swappable)
Supporting up to 8 expansion units (DS30/16, Phone30/16/8, Analog
Trunk 16, SO8)
WAN 3 module & modem card not supported with IPO 500
No on-board X.21/V.35/V.24 WAN port (but built-in Ethernet WAN
available)
64 Channel Conferencing
IP Office 500 – Control Unit
LEDs
Compact Flash (Embedded Messaging, MOH)
Support for 8 IP Office expansion modules
LAN/WAN (Ethernet)
External Relay control
DTE
Port
Rear
Reset
Button
IP Office 500 – New DS 30 & Phone 30
New IP Office DS 30 & Phone 30 units
In the look & feel of IP Office 500 control unit
Fully compatible with existing IP Office control units
Will run alongside existing IP400 DS30 & Phone30 units
Existing IP Office Expansion Units will work with IP Office 500 for
migration purposes (except WAN-3)
Phone8, Phone16, DS16 & Analog Trunk 16 not commonly needed
with IP500
Smaller granularity covered by IP Office 500 modules
*
IP Office 500 – System Capacities
Control unit Extension Capacity
16 / 144
BRI trunks
4
30
Conferencing
64
(*) NOTE: Maximum 240 x 4400 series handsets supported – DS
expansion modules only
*
IP Office 500 – Licensing
SmartCard Feature Key Licensing
Mu-Law and A-Law variants
Existing IP400 licences can be transferred to IP500 feature
key
IP500 only supports 4.0 software
Runs IP Office “Standard Edition” software without any
license
Upgradeable via license to IP Office Professional Edition
IP Office 500 Feature Key
Serial, USB and parallel feature keys NOT supported on IP500 (only
Smart Card)
MU-law is for North America; A-law is typically for European,
Asia-Pac and CALA countries
© 2007 Avaya Inc. All rights reserved.
Avaya IP Office Standard Edition (Release 4.0) Software
New Entry-Level IP Office offer based on IP500 hardware
*
© 2007 Avaya Inc. All rights reserved.
Worldwide IP shipments by segment size
Worldwide shipments for Pure IP and Hybrid IP PBX (Source: Canalys
2006)
10-30 users segment represents about a third of the 10-249 users
market
Users
Lines shipped
*
IP Office Standard Edition software on IP500
Target Market:
IP Office Standard Edition feature set:
Scales up to 32 users (using analogue, digital and/or IP
phones)
Designed for single site with no networking requirements
Supports simple applications
Product Details:
Uses IP 500 hardware offering a lower price compared to IP
400
Reduced training requirement (2 days vs 5 days for Professional
Edition)
Remotely upgradeable to IP Office Professional Edition by software
licence
Low
High
Size
Edition
0
32
272
By default the IP500 control unit runs a subset of full IP Office
functionality called IP Office Standard Edition. In this mode the
IP Office is restricted as follows. These restriction can be
removed by adding an IP 500 Professional Edition Upgrade license to
the configuration.
The IP500 is restricted to a maximum of 32 users using ports on
base cards in the control unit.
In Standard Edition mode the IP500 does not support any external
expansion modules.
The applications Embedded Voicemail, Phone Manager
Lite/Pro/PC SoftPhone, SoftConsole, TAPI, Delta Server and
CBC, Manager, SSA and Monitor are supported. Advanced applications
such as Voicemail Lite/Pro, CCC, Conference Center, MS-CRM, etc are
not supported.
IP trunks (H323, QSIG, SCN) not supported. IP DECT and SIP trunks
are supported. Enabling IP trunks requires both a IP500
Professional Edition Upgrade license and IP500 H323 Networking
licenses.
Meet-me conferencing is not supported.
*
Standard Edition versus Professional Edition
Voice networking (H323, QSIG and SCN) is optional extra
© 2007 Avaya Inc. All rights reserved.
IP Office 500 Pricing
Pricing goals
Revenue neutral for mainstream IP Office sales
More aggressive pricing for standalone 10-30 segment
Win small customers before they grow
Protect their investment
More attractive pricing for larger IP Telephony deployments
*
Digital Phones + Digital Trunks
IP Office Professional Edition similar price to current IP
Office
IP Office Standard Edition much cheaper than current IP
Office
Standard Edition
IP Phones + Digital Trunks
Max 60 VCM channels in IP412, 128 in IPO 500
IP Office Standard Edition much cheaper than current IP
Office
IP Office Professional Edition similar price to current IP Office
<100 users but much cheaper >100 users
Standard Edition
© 2007 Avaya Inc. All rights reserved.
IP Office Standard Edition – Competitive Pricing
Competitive pricing above shows US$ street price/user for system
incl. digital sets
© 2007 Avaya Inc. All rights reserved.
Sales Ordering, Training & Documentation
New 4.0 Licences
Upgrade to 4.0 software does not require a license key
Software is available free of charge on
http://support.avaya.com
IP 500 Upgrade Standard to Professional
IP 500 systems to run in IP Office Professional Edition mode rather
than IP Office Standard Edition mode
IP 500 Voice Networking (Entry 4 Channels)
IP 500 systems running in Professional Edition mode, this licence
enables support for H323 IP trunks between IP Office systems and
QSIG or Small Community Networking
IP 500 Voice Networking (Additional 4 Channels)
Allows an additional 4 x H323 / SCN voice networking trunks
IP 500 VCM Channels
IP 500 VCM 32 and IP 500 VCM 64 base cards. Each card supports 4
channels by default, with additional channels being enabled by the
addition of licences
SIP Trunk Channels
This licence is used to configure the maximum number of
simultaneous SIP trunk calls. Multiple licences can be added for
the number of SIP trunks required
Advanced Small Community Networking
This licence is used to enable support for remote Hot Desking and
Distributed Hunt Groups within a Small Community Network
4.0 software upgrade is free-of-charge
IP500 licenses are IP500 specific
*
IP Office 4.0 - Training
AVA00920AEN IP Office Standard Edition Implementation Workshop
Assessment
AVA00940H00 IP Office Professional Edition Implementation
Workshop
AVA00940AEN IP Office Professional Edition Implementation Workshop
Assessment
AVA00905WEN IP Office System Status Application
AVA00481WEN Introduction to Session Initiation Protocol (SIP)
*
Just choose
“SMB View”
There is a SMB segment portal that collates the materials for
products and services to SMB customers allowing simplified and
quicker research on IP Office and other SMB platforms. It is easy
to find and save as the default page – when logged on to the portal
simply select My Settings and choose SMB View to have this as your
preferred Avaya page.
*
IP Office 4.0 – Documentation & Tools
IP Office Knowledge Base
IP Office > Sales Collateral and Tools > All Collateral
© 2007 Avaya Inc. All rights reserved.
How does the competition
Win Against Nortel
SIP
Network Transparency
Moving parts such as hard-disks and replaceable fans increase
points of failure and downtime
40-party ad hoc conferencing only; NO meet-me bridge; NO web-based
conferencing
No BLF or Absent Text Messaging between networked sites
SIP Trunking
System Diagnostics
Only supported between Nortel Systems (BCM, Succession or CS)
Supported with additional hardware
Not supported
BCM 50 and 200/400 have hard-disk and fans on board which may fail.
HD failure is common.
IP Office has no moving parts therefore it is more resilient as a
result
IP Office 64-party conferencing/Meet-me bridge
ROI tools help cost justify system from reduced conferencing
service costs
Nortel BCM supports 3-party conferencing
No Meet-me bridge
Networking Feature Transparency
No Absent Text Messaging
*
Win Against Cisco
Cisco CallManager Express
Reducing capabilities?
Cisco only supports analog & IP phones forcing customer to move
to an all IP environment on day one
3-party conferencing only; NO meet-me bridge; NO web-based
conferencing
Features have been removed after software upgrades (e.g. meet-me
conference bridge)
SIP Trunking
System Diagnostics
Supported
Supported
EMPHASIZE:
Cisco CallManager Express systems support only analog sets and IP
Phones, forcing the customer into an all IP environment on day one
of deployment. No support for analog Caller ID sets.
• Customer investments in digital phones will be lost since digital
sets are not supported on CallManager Express systems.
Features supported on each software release vary hence raise a
concern for some key telephony features (e.g. meet-me)
IP Office 64-party conferencing/Meet-me bridge
ROI tools help cost justify system from reduced conferencing
service costs
Cisco CM Express support 4-party conferencing
No Meet-me bridge
Win Against Alcatel
SIP
Network Transparency
PIMphony Basic offers NO supervision while Phone Manager Lite
offers 15 BLF free-of-charge for ALL users
3-party conferencing only; (6-party conferencing & meet-me
bridge optional) NO web-based conferencing
No BLF; no Absent Text Messaging and no paging across the
network
SIP Trunking
System Diagnostics
Newly Supported (requires chargeable upgrade to R5)
Very Basic
Not Supported
Only the OmniPCX Office Advanced Version matches up to the IP
Office system; don’t let them sell you less!
Productivity Applications
PIMphony Basic (even Pro) offers NO supervision (requires PIMphony
Team) while Phone Manager Lite offers 15 BLF free-of-charge for ALL
users (Pro offers up to 1000 BLF/speed-dial icons). Besides
PIMphony Lite is only free for the first 25 users while Phone
Manager Lite is free for ALL users on the IP Office system.
Conferencing/Meet-me bridge
ROI tools help cost justify system from reduced conferencing
service costs
Alcatel OXO supports 3-party conferencing as standard and
optionally 6-party (versus 64-party on 406v2/412/500)
Optional 6-party Meet-me bridge
Networking Feature Transparency
Extra cost software
No BLF across the network
*
Win Against Siemens
SIP
Custom Call Recording
Siemens has announced it will sell its enterprise division which
manufactures IP and digital phone equipment =Unstable=FUD
5-party conferencing only; no meet-me bridge without expensive
OpenScape or third-party servers
Only ad hoc call recording is supported; customizable call
recording and recording storage solutions are not a standard
Siemens offer
SIP Trunking
System Diagnostics
Supported
Optional
*
Win Against Inter-Tel
Inter-Tel CS5200/CS5400/5600 Systems
Founder and CEO left the company, creating speculation
SIP Trunking
System Diagnostics
Supported
Optional
EMPHASIZE:
New, Inter-Tel 7000 series due out soon
Will replace AXXESS system – not a good time to invest in
AXXESS
IP Office 64-party conferencing/Meet-me bridge
ROI tools help cost justify system from reduced conferencing
service costs
Inter-Tel products support 4-party conferencing
No Meet-me bridge
Inter-Tel is ripe for a merger or acquisition since Mihaylo left
with majority stock
Uncertain times at Inter-Tel, FUD
*
Avaya MERLIN MAGIX ®
5-party conferencing; go to IP Office 64 meet-me bridge
Enhance networking capabilities over multiple sites and offer
migration to IP when required
SIP Trunking
System Diagnostics
Supported with migration to IP Office
Supported with migration to IP Office
Supported with migration to IP Office
EMPHASIZE:
Re-use Magix 4406, 4412 and 4424D+ sets on IPO
IP Office offers path to IP Telephony and strong IP
networking
IP Office 64-party conferencing/Meet-me bridge if customer renting
conf skills.
*
What’s new in 4.0 - Competitive Summary
SIP
IP Office Product Roadmap
2007 & Beyond
The new features discussed in this slide deck are PROPOSALS only at
this stage. Not all features presented may be implemented
*
Product Roadmap is aligned to Top 5 priorities :
More Compelling to sell
IP Office Roadmap 2007 & Beyond
Continued Focus With Strategic Expansion
IP Office: new 4.0 software: two editions priced for SMB
needs
IP Office: more modular options with IP500
SIP Trunking
Installation
Certification
Maintenance
Enhanced mobility
Continued applications integration
DevConnect for SMB
Presence server: Since release 3.0, Phone Manager can read
information from Microsoft Live Communication Server (LCS). This
offers Presence & Instant Messaging across the SMB sites.
SIP trunks: Support of SIP trunks is now available with IP Office
release 4.0 scheduled for calendar Q1 of 2007.
SIP end-points: Support for next generation IP end-points (with SIP
superseding H.323) are planned post 4.0. For investment protection,
please note that the same 46xx IP phones that IP Office supports
are supported on Avaya Communication Manager as SIP end-points by
simply upgrading the firmware to SIP.
Release 4.1 highlights
Application integration – more integration with Microsoft Outlook
(e.g. calendar-based greetings, telephony toolbar) and also a new
partner
New VPN phone – 5610/21 with built-in IPSec VPN
Next Gen Small Contact Centre – new CCC offer easier to install
& use with multi-site reporting
Enhanced Mobility - Mobile/Remote call transfer - calls diverted
off switch will have the ability to transfer and conference via
DTMF
Enhanced Management Security - added security for remote
management
Multi-Site Management - integration with Avaya Integrated
Management Tool
Other enhancements:
Multiple Music on Hold - up to 4 sources of music on hold in the
system
Calendar-based time profiles - ability to use days and months in a
time profile
Audit Trail via Syslog – ability to log configuration changes on
external syslog device
Future highlights
Simpler IP Telephony installation - software improvements to make
deployment more "plug and play" like Quick Edition
Presence enhancement – make use of presence on phones and
CTI/messaging applications
T.38 support - provide reliable fax transmission over packet
networks with both SIP and H.323 call control
Fixed-Mobile Convergence – New offers such as SIP client on
mobile/cell phone
Unified Messaging – web services plug-in to deliver &
synchronise voicemails into email clients
Personal Business Assistant – Innovative application that
automatically route calls based on your availability and the
caller’s importance
© 2007 Avaya Inc. All rights reserved.
Summary
IP Office 500 and 4.0 – Customer Benefits
IP Office 500
Grow at your own pace and budget
Modularity, scalability and flexibility. Start with what you need.
Add advanced applications & capacity as you grow Solid package
of entry-level features with Standard Edition Upgrade seamlessly to
Professional Edition when advanced capability and more capacity is
needed
Driving value through Software
Standard Edition offers enables wider range of businesses to
leverage IP Office from the start Start only with what you need –
Add capabilities later via license keys Modular approach increases
flexibility and protects business investment
Release 4.0
Customer Benefits
SIP trunking
New access to low-cost Internet Telephony Service Providers
Increased choice of Service Provider
Enhanced call handling and usability
Queuing enhancements improve flexibility and customer service
Site-to-site “hot-desking” improves mobility ISDN enhancements
maximize user productivity
New remote diagnostics application
*
IP Office 500 and 4.0 – Reseller Benefits
IP Office 500
Grow at your own pace and budget
Single platform handles 2 to 272 users Expand markets – modular,
scalable, flexible system makes IP Office more attractive in the
under-30 users market segment Increased VCM capacity caters for the
largest of SMBs Logical upsell to Professional Edition can grow
installed base
Driving value through Software
Easier to price and sell Increasing VCM channels and licensing
arrangements make standalone IP configurations more attractive and
affordable Networking IP Office sites now licensed on IP500 – pay
only for what you need Potential for adding new functionality and
capabilities facilitates recurring revenue streams
Release 4.0
Reseller Benefits
SIP trunking
Bundle new Service Offers with IP Office Offers investment
protection to your installed base
Enhanced call handling and usability
Increased flexibility has evolved ahead of customer needs Upsell
opportunities with distributed groups and hot-desking across SCN
ISDN enhancements increase potential sales in EMEA and enable clear
migration path for Avaya Integral customers
New remote diagnostics application
*
Decision Makers
Business Owners who handle IT by default
Different Flavors For Small to Midsize
Meet The Price/value Needs Of Our Target Segments
Avaya commissioned study: Aug 2006
250
Sales pitch differs by decision-makers (Owners, Office Managers, IT
Managers).
Owners need a ROI pitch while Office Managers/IT Managers can have
a more technically-oriented sales pitch
For basic TDM needs, Partner in North America and I5 in EMEA
address these SMB needs
For the converged needs (LAN ready customers), Quick Edition is the
way forward for 2 to 20 users
For simple yet-can-grow, IP Office Standard Edition can play in 10
to 32 users
*
Intelligent Communications For Small Business
Available Today With IP Office
Benefits
& ROI
Examples:
Products
Purchased
5420 set for main position
5410 sets
Immediate savings from calling, conferencing
Remote worker enablement
IP sets using SoftConsole;
Enhanced responsiveness & accessibility
Easy, integrated system admin
IP Office 500 Professional Edition with Voicemail Pro with UM &
TTS
Advanced networking
Specialization
IP Office 500 Professional Edition with Voicemail Pro, TTS, and
IVR
CCC with MS-CRM integration
Back-up
Source: Synergy Research Group, calendar Q3 of 2006
3Com Avaya Cisco Nortel Alcatel
-Lucent
10%
20%
30%
40%
2000…
Worldwide
IP Office Roadmap Summary
System Status Appl. for Remote Diagnostics
ISDN enhancements
Applications
Voicemail Pro 3.2
Remote Client + more
Voicemail Pro 4.0
(codename CCC v6)
Prioritized session handling based on availability and priority of
caller.
4625 colour IP phone
Fixed-Mobile Convergence – Mobility Enhancements
3620 WiFi phone (US)
IP DECT (North America)
SoftPhone improvements
Presence server: Since release 3.0, Phone Manager can read
information from Microsoft Live Communication Server (LCS). This
offers Presence & Instant Messaging across the SMB sites.
SIP trunks: Support of SIP trunks is now available with IP Office
release 4.0 scheduled for calendar Q1 of 2007.
SIP end-points: Support for next generation IP end-points (with SIP
superseding H.323) are planned post 4.0. For investment protection,
please note that the same 46xx IP phones that IP Office supports
are supported on Avaya Communication Manager as SIP end-points by
simply upgrading the firmware to SIP.
Release 4.1 highlights
Multi-Site Management - integration with Avaya Integrated
Management Tool
Multiple Music on Hold - up to 4 sources of music on hold in the
system
Enhanced Management Security - added security for remote
management
Calendar-based time profiles - ability to use days and months in a
time profile
Mobile/Remote call transfer - calls diverted off switch will have
the ability to transfer and conference via DTMF
Audit Trail via Syslog – ability to log configuration changes on
external syslog device
Next Gen Small Contact Centre – new CCC offer easier to install
& use with multi-site reporting
Desktop Application integration – more integration with Microsoft
Outlook (e.g. calendar-based greetings, telephony toolbar)
Future highlights
Simpler IP Telephony installation - software improvements to make
deployment more "plug and play" like Quick Edition
SIP end-points - support for SIP phones
Presence enhancement – make use of presence on phones and
CTI/messaging applications
T.38 support - provide reliable fax transmission over packet
networks with both SIP and H.323 call control
Fixed-Mobile Convergence – New offers such as SIP client on
mobile/cell phone
Unified Messaging – web services plug-in to deliver &
synchronise voicemails into email clients
Personal Business Assistant – Innovative application that
automatically route calls based on your availability and the
caller’s importance
*
Enhanced Call Handling:
Enhanced Alternate Route Selection (improved LCR)
Distributed Groups & hot-desking across SCN
Phone usage enhancement (e.g. visual voice)
Systems Status for Local & Remote Diagnostics:
Most maintainers find Monitor too complex and Call Status too
simple
Solution: New System Status Application (replacing Call Status)
aimed for maintainers to self-diagnose
Real-time system diagnostics to visualize trunk lines, extensions,
VCM channels, VM Pro ports and system resources status
Historic Alarms captured & stored within IP Office
Avaya-Tenovis requirements for EMEA (Part 3)
ISDN supplementary features (e.g. AOC, CCBS, MCID)
New 4.0 functionality enabled via license key
Release 4.0 not supported 403 and 406v1 due to memory
limitation
Announcements separate from queuing: Allows to play announcements
to callers whether or not all agents are busy or not. System
Manager can control when & how often announcements are
heard.
*
IP Office 4.0 - Terminals/Platform Support
Platforms NOT supported in 4.0:
IP401 Compact – no longer sold
IP403 – no longer sold
20xx (INDeX DT) - no longer
sold
20DT Analog Kirk DECT (unless using GAP on IP DECT) – no longer
sold
4606, 4612, 4624 IP - no longer sold
TransTalk 9040 – no longer sold
Platforms supported in 4.0:
6400 series digital
20DT DECT (with IP DECT)
3701/3711 (IP DECT)
Associated DSS units (e.g. EU24)
Note: no longer supporting a phone does not mean that its use is
explicitly prohibited or code is removed, but no longer supporting
a phone means is has not been tested and reported bugs are no
longer fixed
(*) 406v2 Minimum of PCS 8 – (64MB RAM)
(Free memory upgrade process available)
Hardware Support
The following hardware is not supported with IP Office 4.0:
The WAN3 external expansion module is not supported (the WAN3
10/100 is still supported).
All Network Alchemy external expansion modules are no longer
supported.
The IP403 and IP406 V1 control units are not supported
Note: Some early 406v2 units were made with only 16MB RAM
(PCS<08). These units can be sent back to Avaya for a FREE
memory upgrade in order to run 4.0 software
T3 digital/IP not supported on Small Office Edition running 4.0
(due to memory limitation)
T3 digital/IP are supported on IP406v2, IP412, and IP500.
*
SIP Trunking – Technical View
IP Office Managed View
IP Office acts a SIP gateway i.e. no need for a SIP phone to make a
SIP call with IP Office
Incoming calls are routed based on IP Office incoming call
routes
Calls can be matched against ‘Incoming’ (from) and ‘Called’ (to)
addresses
SIP Trunks are licensed in increments of 1, 5, 10 and 20
Additional sizes are available by combining licences
UA (User Agent) is an entity in SIP that generates and terminates
sessions.
B2BUA (Back to Back User Agent) is an entity in SIP that generates
and terminates sessions.
H323
IP DECT
IP Office acts a SIP gateway i.e. no need for a SIP phone to make a
SIP call with IP Office
Benefits: SIP trunking 20% to 30% than traditional carriers
SIP trunking requires VCM cards + SIP Trunking RFA
*
SIP network topology - Option 1
Service Provider with Session Border Controller
Session Border Controller (SBC) solves NAT traversal issues
This option is the most reliable and preferred method
NAT Firewall / Router
Session Border Controller
DMZ
Direct Connection via DMZ
Direction from IP Office second Ethernet Port (LAN2) to Internet
via DMZ (De-Militarized Zone)
For Security, IP Office firewall will drop all packets except
SIP
NAT Firewall / Router
Request NAT information
Retrieve NAT information
SIP network topology - Option 3
ITSP Connection via STUN server
Connection to the ITSP over NAT using 3rd-party STUN servers in the
network
STUN (Simple Traversal of UDP through NAT) allows discovery of the
NAT mechanism being used
NAT Firewall / Router
SIP network topology - Option 4
ITSP connection through ALG-equipped router
Connection to the ITSP via router equipped with an Application
Level Gateway (ALG)
ALG mechanism transparently resolves all NAT issues
Router with SIP ALG
Why NATs break VoIP (part of the story)
N
A
T
ITSP
NAT replaces the source address 192…1 with 217…186
The SIP Message, at a higher layer, untouched by the NAT, tells the
ISP to set up the RTP to 192.168.42.1
RTCP & RTP from 192…1 to 217…180
NAT replaces the source address 192…1 with 217…186
SIP Message
SIP Message
SIP message from 192…1 to 217…180
*
STUN (NAT discovery)
NAT replaces the source address 192…1 with 217…186
Now IP Office reads the payload and discovers its address is being
translated to 217.41.84.186
NAT changes 217…180 to 192…1
The reply is sent to 217…186
STUN Message
STUN Message
STUN Response
STUN Response
The STUN server writes what it sees as the source into the
payload
STUN
Server
217.41.84.100
determine the type of NAT and how it maps
IP addresses and port numbers
*
User Announcements
Available on Voicemail Lite, Pro and Embedded VoiceMail (all new in
4.0)
The recording of the announcements is unchanged from the current
method for voicemail Lite and Pro. A new TUI will be introduced on
the embedded VM to allow the recording of announcement 1 &
2
The max record length will be 10 minutes for each record
Announcements are independently configurable for each User on the
system
A call can be answered by an User pre-announcement, during
announcement or post announcement
If a User has forwarded their calls the original target’s
announcements are played, unless forwarded to a Hunt Group. In this
case the Hunt Group configuration will be followed
Support for User Announcements is new in 4.0
*
Voicemail Pro - Call Recording
User = With User
Hunt Group = Within Group
Recording against user is ended if the call passes to another
endpoint (out of context)
Recording against Huntgroup continues if the call is transferred
within the group (in context)
Any call (normal, conference, intrusion) can be recorded,
regardless of the endpoint type (IP to IP direct media calls can
now be recorded in 4.0)
Park and Hold pause recording
Benefits – Improved Customer Service
Training and Quality assurance
Voice Recording
A number of improvements have been made to call recording operation
in conjunction with Voicemail Pro. In the descriptions below
'party' can mean user, hunt group or incoming call route involved
in a call.
Calls including IP end points, including those using Direct Media,
can now be recorded.
IP to IP direct Media Calls will be rerouted via a codec if
recording is invoked (NEW in 4.0).
Voicemail Pro automatic call recording can be triggered by Incoming
Call Routes (NEW in 4.0).
Where recording is triggered by several parties within the same
call, separate recordings are produced for each party.
For example if both automatic hunt group recording and automatic
user recording are applicable to the same call, separate recordings
are produced for both the hunt group and the user.
If a call is to be recorded multiple times to the same mailbox only
a single recording is made; resolved in the order of: incoming call
route, account Code, hunt group and user settings.
Recording only continues while the party triggering the recording
is part of the call, for example:
Recording triggered by a user stops when that call is transferred
to another user.
Recording triggered by a hunt group continues if the call is
transferred to another member of the same group. Recording stops if
the call is transferred to a user outside the hunt group.
*
Call Recording
IP to IP Direct Media Calls will be rerouted via a codec if
recording is invoked
Hunt Group recordings will provide the ID of both the Hunt Group
and the Agent for VRL as well as the calling party
Calls being recorded due to Hunt Group settings will continue to be
recorded if transferred within the Hunt Group/Overflow Hunt
Group
If a call goes to a Night Service/Out of Service Group, then the
Night Service/Out of Service Group settings will be applied
Calls being recorded due to User settings will result in the
recording being stopped if the call is transferred to another
destination
If a call to a User with recording set, that is unanswered by the
User will NOT initiate a recording. Examples, Diverts, transfer and
call pickup
Outbound calls that are account coded will be checked against
account code table to see if they should be recorded. This
recording is delivered to the Users automatic recording mailbox
setting
Holding or Parking a call will pause the recording until it is
taken of Hold or Park
A keep a live will be sent every 5 seconds to the VMPro server. A
voicemail channel will continue to be used during the Held
state.
Calls can now be recorded by the Incoming Call Route Form, when
enabled the call will be recorded for the life of the call
*
Private Call
Setting a users status to ‘Cannot be intruded’ will prevent
intrusion and other users bridging onto a call.
A new Short Code feature ‘Private Call’ will set the phones status
to ‘cannot be intruded’ for that call only.
*
Breakout Dialing
Complements Remote Hot-Desking
Anticipated to be most useful when working away from base
office
Make calls from any switch in SCN
Press Breakout button
First leg of call is across SCN IP trunk
*
Example Breakout Scenario
24xx/54xx, 46xx/56xx
Remote Office
Central Office
Remote Office
This is a Small Community Advanced Networking feature and requires
entry of the Small Community Advanced Networking license on each
system in the network.
Short Code Example:
MCID - Malicious Call Identification
Purpose: to identify frequent disturbing or even malicious calling
parties who withhold their phone number (i.e. using CLIR)
Prerequisites: functional availability on the trunk side and legal
authorization
Usage on T3 phones:
if successful: display shows „user registered“, beep tone
Usage on other Avaya phones (24xx, 46xx, 54xx, …):
Activation (initiation) by soft key or short code
if successful: beep tone
*
AOC - Advice Of Charge
Purpose: to inform the user on the charges of the current/last call
or the total of charges.
Prerequisites:
Feature has to be enabled (per user, by IPO Manager)
Options:
Restrictions:
AOC applies to outgoing calls only; reverse charging not
supported
AOC is not available on QSIG lines (and other types of
networking)
AOC-S is not supported
*
© 2007 Avaya Inc. All rights reserved.
CCBS - Call Completion to Busy Subscriber
Purpose: to inform an internal user on the availability of an
external user after a call attempt to him failed due to its busy
state and vice versa
Prerequisites:
Support of CCBS on the used trunk
Feature has to be enabled for the active and the passive sides
separately (per trunk, by IPO Manager)
Restrictions:
*
IPO
A
IPO
A
IPO
B
SCN
IPO
A
IPO
A
IPO*
B
Public
Network
CCBS
active
CCBS
passive
IPO
IPO
A
IPO*
B
Public
Network
CCBS
active
CCBS
passive
IPO
A
Not Supported: Callback when free
User A calls User B via SCN + breakout to trunk at 2nd switch
SCN
PR - Partial Rerouting
Purpose: to avoid the blocking of resources (B-channels on the
trunks) in case of forwarding to an external party.
The public network is instructed to perform the call
forwarding.
Prerequisites:
Feature has to be enabled (per trunk, by IPO Manager)
Restrictions:
PR is only used if the incoming and the selected outgoing trunks
are in the same group
*
ECT - Explicit Call Transfer
Purpose: to transfer a call on the S0-interface (in order to free
the B-channels).
Terminals:
ECT can be used by any ETSI compliant DSS1 device.
*
New
Capability
Simple scalability, modular growth
When customers need to grow, they can add equipment in many
increments (4/8/16/30-ports), preventing wasted “real estate” and
expense
Alcatel OXE: 2/4/8/16 port cards Cisco CME: Platform change out
every 50 to 100 ports Inter-Tel CS5000: 16/48 port modules Nortel
BCM: 4/8/16/32 port cards Siemens HiPath 3000: 4/8/16/24 port
cards
Multi-site hot-desking
With multi-site hot-desking, users can roam between locations, log
in at any phone, retain all personal phone features and attributes;
both digital and IP phones can be used
Hot-desking not supported: Alcatel OXE, Cisco CME, Inter-Tel CS5000
Multi-site hot-desking not supported: Nortel BCM, Siemens HiPath
3000
System Status Application
Proactive alarming helps ensure optimum performance and reduce
downtime making businesses more productive
Not supported: Alcatel OXE, Optional on Inter-Tel CS5000 and
Siemens HiPath 3000 Nortel BCM: standard software, optional
hardware
64-party conf /Meet-me /Web-based options
Customers can eliminate conferencing services bills & bring
that in-house, up to 64-parties: saves time and money.
3-4-party conf, no Meet-me bridge: Alcatel OXE, Inter-Tel CS5000,
Cisco CME Nortel BCM: 40-party conf, no Meet-me bridge Siemens
HiPath 3000: 5-party conf, opt Meet-me bridge
Configurable Call Recording
Get sales people to come to regular meetings. Record calls to
ensure customer satisfaction or agent performance. With this
standard feature of VoiceMail Pro, conference and customer calls
can be recorded on a scheduled basis; optionally saved off-line for
review, and conference calls can be posted to the Web to listen to
later
No configurable call recording or off-line storage: Alcatel OXE,
Cisco CME, Inter-Tel CS5000, Nortel BCM, Siemens HiPath 3000
Mobile Twinning
Reduce missed business: calls can ring simultaneously at a desk and
at a home phone or cell phone and if unanswered, will cover back to
the system voice mail;
*
IPO 500 Platform – Internal Assembly
Internal
PSU
IP Office 500 – Digital Station 8 card
Lite-pipe and LEDS
Daughter card connection
Total 264 digital phones in system
Daughter cards supporting BRI 4/8/ATM4
Terminals Supported
-Avaya 2400: 2402, 2410, 2420
-Avaya 5400: 5402, 5410, 5420
-Avaya 6400: 6408, 6416, 6424
NOTE - Support for Avaya 4400 series sets will be limited to
external DS Expansion Unit ports only.
4 trunk ports enabled with Daughter card
1-8 station ports
IP Office 500 – Phone 2 / Phone 8 cards
Lite-pipe and LEDS
Daughter card connection
Total 272 analog phones in system
Daughter cards supporting BRI 4/8 or Analog Trunk 4
NOTE – Phone 2 supports Emergency phone only with Analog Trunk 4,
not Power Fail.
Emergency phone and Power Fail with Analog Trunk 4
1-8 station ports
VCM 32 or 64 variant
Maximum of 2 x VCM cards supported per chassis
Maximum 128 channels per system
4 channels per card enabled by default
Additional channels Licensed in 4, 8, 16, 28 and 60
increments
4 x Trunk ports support for fitted daughter cards
Daughter card connection
IPO 500 – Daughter Boards
Fits onto Base Cards:
VCM 32 / 64 cards
*
Legacy card
Single E1/T1/E1R2
Dual E1/T1/E1R2*
BRI 8
Single legacy card per carrier
Maximum of 2 x Carriers per IPO 500 chassis
* Coax version of E1R2 not supported
*
For End-users:
More affordable IP Office solution for cost-sensitive
buyers/market
Easy path for SMBs who want VoIP but don’t want to pay for it
today
Advantages over traditional offers from NEC/Panasonic:
Supports User Productivity applications like Phone Manager
TAPI and ACD routing functionality is built-in
Easy upgrade to IP Office provides investment protection
Scalability up to 272 users
Advanced applications (VM Pro, IVR, UM, CCC, Conferencing
Center)
Built-in 64-party meet-me conferencing bridge (digital lines
required)
Multi-site capability
Removes fear of IP & Networking for less tech-oriented
resellers
Simpler authorisation needed
Easy path to selling IP Office advanced functionality &
Applications
*
IP Office Standard Edition – Go To Market model
Existing IP Office channel:
BP survey for 3.2/4.0 showed that 84% of our existing BPs would be
interested to resell IP Office Standard Edition
Minimised erosion of IPO sales by removing key IPO features
Can upsell to IP Office Professional Edition later on
Recruit New low-end channel in 10-30 users segment:
Recruit BPs currently reselling low-end TDM PBXs such as NEC,
Panasonic or Inter-Tel.
*
Street pricing incl. Digital phones (no VM/AA)
$200
$250
$300
$350
$400
$450
$500
$550
$600
12
16
24
-
SoftConsole
CBC
0
2,000
4,000
6,000
8,000
10,000
12,000
2
8
14
20
26
32
38
44
50
56
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
2
8
14
20
26
32
38
44
50
56