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Ip Office R5 Ip10 Br Port 02
1) O documento discute as soluções de telefonia IP da Avaya para pequenas e médias empresas, incluindo as edições Essential, Preferred e Advanced do Avaya IP Office. 2) É descrito o recurso Small Community Network para conectar vários sites de uma empresa através de redes IP, analógicas ou digitais. 3) São apresentadas opções de produtividade do usuário como Mobile Worker, TeleWorker e Power User e soluções para atendentes e supervisores de call center.
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Ip Office R5 Ip10 Br Port 02
- 1. Sergio Spinola IP10TECNOLOGIA, AVAYA BUSINESS PARTNER TECNOLOGIA IP PARA O MERCADO BRASILEIRO TELEFONIA IP AO ALCANCE DE TODOS
- 2.
- 3. Avaya Small &Medium Enterprise (SME)/PME Três pilares que definem o Portfolio Facilidade de Aquisição Facilidade de Aprendizado Soluções que ajudam as PME´s crescerem Delivery: produtos que agregam serviços e poupam tempo Uso Intuitivo Habilidade de instalação rápida e oferta de serviços que agradam o cliente
- 4. Vamos Ver Como …
- 5. IP OFFICE ADVANCEDEDITION NOTE: ADVANCED EDITION REQUIRES THE PURCHASE OF PREFERRED EDITION AS A PRE-REQUISITE. IP OFFICE PREFERRED EDITION IP OFFICE ESSENTIAL EDITION Phones Communications Server Multi-site Option USER PRODUCTIVITY GROUP COLLABORATION PLATFORM AND PHONES Hardware & Software Services Accessories & Adjuncts Application Partners RECEPTIONIST MOBILE WORKER TELE- WORKER POWER USER AGENT SUPERVISOR Financing
- 6. Avaya IP Office Release 5: Melhorias E Mais … Extensão SIP T38 Fax sobre SIP Trunking Dial by Name na Essential Edition Exchange Server 2007 integração com Preferred Edition DECT R4 Advanced Edition com Call Reporter
- 7. Plataforma IP OfficeSimplificada IP Office 500 Até 384 extensões & 192/240 Lines/Trunks 2 x 64-party Conferencing ports ANTES DEPOIS Professional Edition requerida para escalar ou adicionar aplicações Professional Edition é eliminada Escalabilidade: Até 272 extensões Plataforma Simplificada: Capacidade do IP Office 500 aumentou de 272 para 384 Um Built-in 64 Party Conference Bridge Capacidade Duplicada: O IP500 suporta duas built-in 64-Party Conference bridges VoiceMail Pro com capacidade para 30 ports Preferred Edition capacidade para 40 portas
- 8. IP Office Multi-site: Small Community Network (SCN) Incrementada Capacidade do SCN ampliada de 16 para 32 sites (total 500 usuários) Advanced Networking now included as standard Meshed SCN Resilient SCN IP Voice Networking (Q.Sig and SCN) Presence (SCN) Advanced Voice Features (SCN) Resource Optimization (SCN) Business Continuity (SCN) New
- 9. Resilient SCN – Localidades Remotas e Local Sys B Sys A Huntgroup 1 Huntgroup 2 Resilient SCN Provê Transparência para as características mais usadas Resilient user & huntgroups Back up system for VoiceMail Pro Resilient network topologies Nenhum hardware em idle Sistemas A & B em share Users & Huntgroups IP Extension (Incluindo DHCP) Personal contacts/Call Log (1600) Licenças associadas a usuários Ativação Simplificada (apenas 3 check boxes) PSTN A B PSTN VoiceMail Pro Resilient SCN New New
- 10. one-X Portal forIP Office Incluído com o IP Office Power User e IP Office Tele-worker Simples de instalar e manter Simples de usar Aprimora a produtividade do colaborador New Alternativa Thin Client ao Phone Manager First Release Provê Real-time Call Control Trabalha com Internet Explorer, Mozilla Firefox, Citrix Parte do Power User & Tele-worker
- 11. IP Office PreferredEdition MS Exchange 2007 Server Integration VoiceMail Pro pode agora usar o Microsoft Exchange 2007 como Message Store Fornece melhor integração com o Mobility server e.g. BlackBerry Enterprise Server Requer licença UMS fornecida como parte do pacote Power User
- 12. IP Office AdvancedEdition Customer Call Reporter (CCR) Segmento alvo: Pequenos Negócios Foco <30 agentes Track & measure customer service e produtividade de agente com real-time & historic reporting Pode suportar até 150 agentes, 30 supervisores e um administrador Aprimorado Customer Service Arquitetura Browser/Thin Client Single Server Consolidation (Preferred Edition/VM Pro) Requer Preferred Edition como pré-requisito Reporting Simples/Intuitivo New
- 13. Desenvolvimentos SIP Suporte a SIP Endpoints Muitos 3rd-parties testados: Polycom, Grandstream, Nokia SIP client, etc SIP Analogue Telephone Adapter (ATA) Consulte o Knowledge Base para lista na R5 GA Requer 3rd Party IP Phone License Call Features suportadas Basic call para outro SIP Phone ou Legacy Phone Call / Message Waiting Do Not Disturb Muito mais … T.38 Fax transport over SIP trunks Reliable fax transit over IP network New
- 14. New DECT R4(*) Consultar ! New
- 15. Avaya IP Office Futuro: Próximo Release e Além … E Mais … Microsoft OCS Integração Aprimoramentos no one-X portal para o IP Office Todas apps browser-based Web 2.0 (social networking) Device integration (e.g. iPhone) Note: The items on the right are not yet part of the formal roadmap beyond next release.
- 16. Avaya IP Office IP Office 500 Communications Server Até 384 users Adicione enquanto cresce Network até 32 sites Proprietary OS; Sem partes móveis, HD´s, etc Opte por IP puro ou o mix ideal desejado Ganhe valor no IP apenas onde é necessário Economize energia onde não necessária Set Completo de menu-driven tools, incluindo audit trails Administre moves, adds e changes – local ou remoto Diagnóstico Remoto Real-time facilitado IP Office alarms via SNMP e E-mail Auto call distribution para rotas customizadas Auto validation e error-checking Integrado e customizado: firewall & router Aberto; Fácil de integrar com outras aplicações Tecnologia Híbrida
- 17. Avaya IP Office G rande Variedade de Desk Phones 5402 5410 5420 Digital Phones 1603 1608 1616 5610 & VPN 5621 & VPN IP Phones Add software license and these phones become VPN links to the main system.
- 18. Avaya IP Office 5600 IP Desk Phones
- 19. Avaya IP Office 5400 Digital Desk Phones
- 20. Avaya IP OfficeGroup Collaboration Algumas Funções Suportadas Perfil: Tipos de Negócios que necessitam de capacidades através da sua organização (Essential, Preferred & Advanced) Função: Call Park, Caller ID, Toggle Calls, Hold on Call Waiting, Hold Music, Park, Automatic Callback, DID/DDI,Transfer, Blind Transfer Distinctive Ring, Personalized Ring, Visual Voice, Tons, Call ID Call Tagging, Hunt Group, Paging, Dial Plan, Intrude, Inclusion, Private Call, Hot Desking, Remote Hot Desking, Pickup Call Recording, Telecommuter Mode, Twinning, TAPI, CTI, Account Codes, Call Barring, Alternate Route Selection (ARS) Maximum Call Length, PIN Restricted Calling, Forward on Busy Forward on No Answer, Forward Unconditional, Forward Hunt Group, Follow Me, Incoming Call Routing Valor: Fornece um conjunto completo e escalável de funções de comunicações para atendimento das demandas do mundo de negócios atual.
- 21. Avaya IP OfficeGroup Collaboration Essential Edition Perfil: Negócios que precisam apenas da colaboração básica através da organização. Função: Adiciona voice messaging e basic auto attendant : Voicemail box para todos os colaboradores no sistema; capacidade de enviar voicemail para o email Atendimento automático pode ser programado para roteamento básico de chamadas entrantes. Dial By Name – Usando seu diretório interno, os entrantes podem facilmente localizar a pessoa com quem eles precisam falar via touch tone. Valor: Fornece o conjunto básico de necessidades de comunicação no mundo de negócios atual.
- 22. Avaya IP OfficeGroup Collaboration Preferred Edition Perfil: Negócios que procuram grande velocidade de resposta e facilidade de interação por todo o staff. Função: Tudo o que tem no Essential Edition mais : Secure “Meet Me” Conferencing – Usuários podem hospedar suas próprias conference calls com personal pin codes – até 64 partes no total. Automated call routing – Múltiplo e multi-level assim como conditional routing para assegurar que a pessoa certa receba a chamada. Call recording para um voicemail box – Capacidade automática e on-demand de gravar chamadas entrantes e saintes que você pré-estabeleça baseado na necessidade ou frequência específica ou que você habilite com o apertar de um botão;. Flexible programming via graphical user interface – realiza call routing changes customizáveis para o seu negócio, de forma fácil e rápida de implementar. Valor: Priorizar como você trata seus melhores clientes e ainda por cima recepcioná-los com chamadas personalizadas. Colaborar facilmente com seu staff e/ou reduzir ou eliminar os custos com conferências externas. Assegurar respostas rápidas para mensagens.
- 23. Avaya IP OfficeGroup Collaboration Advanced Edition Perfil: Negócios que requerem elevados níveis de efetividade e um customer service eficiente, assim como a capacidade de monitorar e analisar o que estes níveis representam. Função: Requer a aquisição da Preferred Edition como pré-requisito : Tracking e medição do customer service e produtividade do agente – através de uma interface tipo browser fácil de usar. Record customer calls – para uma storage facility habilitando a procura e replay de qualquer conversação. Capacidade de acesso a informação, check status de ordens, e maior utilização de integrated voice response services. Habilitar clientes a requererem informação e/ou completar pesquisas. Recuperação de respostas é tão simples como ouvir uma mensagem de voicemail. Valor: Aumentar seu conhecimento sobre os clientes, sua experiência e incrementar o serviço. Fornecer aos clientes acesso 24/7 à informação e serviços – com um self help automático. Alocar seus recursos mais valiosos – seus funcionários e colaboradores – ao seu maior patrimônio – seus clientess. Requer Preferred Edition @ Includes 1 Supervisor license
- 24. Avaya IP Office Connects Multiple Sites In Small Communities Perfil: Para companhias com mais de um site que precisam assegurar que todos os sites sintam-se conectados. Função: Conecta sistemas (até 32 por cluster) para telefonia e voice messaging utilizando métodos padrão da indústria. Capacitação dos empregados através das localidades – discagem fácil com 3 ou 4 dígitos, presença, paging, distributed call routing e multi-site “hot desking” sobre linhas digitais, analógicas ou IP. Controle a recepção de chamadas de todos os sites a partir de uma localidade. Valor: Estenda a comunicação através de localidades remotas – permita que localidades remotas separadas atuem com um single site transparentemente. Aumente a satisfação do cliente enquanto aumenta a colaboração entre empregados e colaboradores. Aumente a mobilidade e produtividade Economize nos custos de chamadas – permite eliminar os custos de chamadas site-to-site calls e efetivamente acessar o site com o melhor plano de tarifas.. per system/site (inclui até 4 canais)
- 25. Avaya IP Officefor Small of Large Enterprise Integrate Management Across Franchise Sites Perfil: Para grandes companhias com IP Office systems em múltiplas franchises Função: Controlado centralmente, esquema de configuração flexível baseada em templates de gerência. User templates mapeiam usuários e hunt groups em extensões usando um plano de discagem pré-definido que pode ser baseado em uma função (i.e. mapeando conjuntos de extensões para uma seção de loja em farmácia) Auto-Attendant templates para schedules e voice announcements associados, com o Auto Attendant do Embedded Voicemail. Valor Fornece uma solução completa de Network Management para companhias com IP Office distribuídos. Pode reduzir significativmente o custo total das operações através da gerência centralizada para key ongoing management, provisionamento e tarefas de manutenção.
- 26. Avaya IP OfficeUser Productivity Mobile Worker Solution MOBILE WORKER Volume discounts: 10% off* @ 5 seats 20% off* @20 seats
- 27. Avaya IP OfficeUser Productivity TeleWorker Solution TELE- WORKER Volume discounts: 10% off* @ 5 seats 20% off* @20 seats
- 28. Avaya IP OfficeUser Productivity Power User Solution POWER USER Volume discounts: 10% off* @ 5 seats 20% off* @20 seats
- 29. Avaya IP OfficeUser Productivity Receptionist Solution RECEPTIONIST
- 30. Avaya IP OfficeUser Productivity Customer Service Agent Solution AGENT
- 31. Avaya IP OfficeUser Productivity Customer Service Supervisor Solution SUPERVISOR
- 32. Avaya IP OfficeOutros Add-ons / Opções de Produtos NPL Expansion Cards (Adiciona users, trunks, linhas, VoIP capability) Base cards que permitem até 2 ou 8 telefones analógicos Expansion module que permite conectar até 16 e/ou 30 telefones analógicos (por módulo de expansão) Base card that que permite conectar até 8 telefones digitais Expansion module que permite conectar até 16 e/ou 30 telefones digitais Base cards que adicionam 4 VOIP channels como padrão, e até 28 ou 60 canais adicionais via licenciamento Daughter card que permite conectar até 4 troncos analógicos loop-start trunks Daughter card que permite conexão para até 2 ou 4 BRI trunk (raramente usado no Brasil). Daughter cards que suportam até 8 canais PRI E1/R2 ou ISDN; canais >8 fornecidos via licenciamento
- 33. Avaya IP OfficeWireless Device Options (*) Consulte ! Model: 3641 Talk time: 8 hours Standby: 160 hours Ruggedized; 128 x 96 pixels backlit Model: 3645 Talk time: 8 hours Standby: 160 hours Ruggedized; 128 x 96 pixels Backlit; Push to talk Model: 3720 Talk time: 16 hours Standby: 180 hours Display, illuminated 112x115 pixels, Black & White Model: 3725 Talk time: 16 hours Standby: 180 hours Display, illuminated 128x160 pixels, 64K Color
- 34. Avaya IP OfficeFIM DA APRESENTAÇÃO Sergio Spinola IP10 TECNOLOGIA TECNOLOGIA IP PARA O SMB/PME CORPORATIVO DE MÉDIO PORTE e ALTÍSSIMO DESEMPENHO
Notas do Editor
- #2 This presentation is for all authorized partners of Avaya Inc. The intention of this presentation is to educate our valued resellers on the forthcoming release of Avaya IP Office (i.e. Release 5). This release includes the simplified packaging, pricing, and capability enhancements.
- #3 We will review: What’s New with Release 5 How it all works What it means to you And to ensure success, What we need from you
- #4 Core areas of focus, “pillars”, for SME product roadmap and Go-to-market approach are: Focus on User Experience – adapting to user environments integrating with business processes Focus on Customer Service – improving customer responsiveness, loyalty, and overall satisfaction Focus on Simplicity – everyone – BusinessPartners & Customer alike – value what will make their lives easier
- #5 Now, let’s show you how this is done.
- #6 Use this slide in slideshow mode to hyperlink to all the slides that contain detail on all of the referenced areas. At any time, you can get back to this slide by clicking on the Avaya logo in the top right corner of any slide in the presentation. Note: Effective 6/12/09, two of the edition names were changed. What was previously known as the IP Office Basic Edition is now the IP Office Essential Edition. What was previously known as the IP Office Essential Edition is now the IP Office Preferred Edition. As mentioned earlier, this is the ‘one page’ that was referenced. It is here that the entire conversation and understanding of the value proposition of IP Office takes place. At a high level, there are 3 main areas: ‘ Platform and Phones’ – understanding the IP Office 500 communications server, available telephone models, and multi-site options. ‘ Group Collaboration’ editions – IP Office Essential Edition, IP Office Preferred Edition – IP Office Advanced Edition ‘ User Productivity’ solutions – IP Office Receptionist, Mobile Worker, Teleworker, Power User, Customer Service Agent, and Customer Service The final area is ‘Other Options’ where Hardware & Software, Services, Accessories & Adjuncts, Application Partners, and Financing options is detailed. Each of these areas will be discussed in detailed.
- #7 In addition to the simplified packaging and pricing of IP Office, Release 5 brings additional enhancements: Increased capacity from 272 users to 384 users IP Office 500 will now support 2 – 64 party conference bridges. Expanding the number of sites within a network from 16 sites to 32. Within the network, resiliency. Introducing Avaya one-X Portal for IP Office – browser based desktop application included in the Power User solution and Teleworker solution. The General Availability of Customer Call Reporter. CCR is a browser based tool providing supervisors to see, in real-time, the status/health of the call center and to generate reports. Agents have access to the same view as the supervisors. CCR is easy to deploy and train based upon its thin-client/browser architecture. Additionally, other enhancements include: Support for 3 rd party SIP endpoints T38 Fax over SIP trunking Dial by Name on IP Office Essential Edition Integration with Microsoft Exchange 2007 with IP Office Preferred Edition – which now allows full synchronization with Exchange 2007 (previously Exchange 2003 was supported) There is a new DECT solution – DECT R4 Lastly, enhancements in the Core software fulfilling requirements from German to better suit migration from Integral
- #8 As mentioned earlier, the platform options are being simplified to just one – IP Office 500. Its increased capacity will more than addresses the IP412 capacity of 360 users, with a total capacity of 384. This is accomplished through a new base card – 4 Port Expansion Card. IP Office 500 conferencing capacity doubles from a single 64-party conference bridge to 2 64-party conference bridges – just like IP412. With IP Office Release 5, messaging has increased to 40 ports.
- #9 With Release 5, the IP Office Multi-Site option enhancements include – Supporting up to 32 sites in a network and total of 500 users The capabilities that required Advanced Networking – Distributed Hunt Groups and Multi-Site hot-desking – are included in the Multi-Site option at no additional cost. This strengthens the value of the IP Office network capability and provides for easier configuration. There is no longer a separate Starter License for networking – rather a single license for Multi-Site in increments of 4 channels With Release 5, the network can be Meshed – so there is not a single point of failure Avaya IP phones will be able to fall-back to an to an alternate IP Office site in the network in the event that the primary site fails Multi-Site option capabilities: Voice Networking (Q.Sig and SCN) Desk to desk dialing Hold / Transfer Call Forward Conference Presence (SCN) Absent Text Messaging Busy Lamp Field Dynamic User Directory Centralized Receptionist Hot desking across network (4.0) Advanced Voice Features (SCN) Paging Call Pick-Up Call Back When Free Camp – On Resource Optimization (SCN) Centralized Voicemail (using VoiceMail Pro) Distributed Hunt-Groups across network (4.0) Anti-Tromboning Business Continuity (SCN) Dual-homing for Avaya IP phones ( NEW in R5 ) VoiceMail Pro re-registration on failure ( NEW in R5 )
- #10 Key elements introduced in Release 5 to strengthen Business Continuity – available for IP Phones only Resilient Small Community Network Ability for VoiceMail Pro to re-register to alternate IP Office (can be on same LAN or WAN) R5 enables a business to nominate a back up IP Office within a network. This could be on the same or across location or even locations. For example system A can nominate B, B can nominate A or even C (not shown above) Both the Main and Back up systems share common information activated during installation (simple check boxes) – Users and Hunt group, IP extension numbers, personal contacts 16xx phones. User licenses (one-X portal, mobility and UMS) are all shared across both systems A single location can have extensions deployed across the business from both main and backup systems and will have almost seamless feature transparency (a high degree of features – i.e. SCN feature set) across users – e.g. paging, pickup, common dial plan to name a few. Hunt groups can also be set to incorporate extensions from the two systems. In normal operation incoming calls are routed to the users and/or to groups seamlessly. Queue management, Announcements etc are serviced in the same manner. Essentially operating as a single system. VoiceMail PRO can service both systems, as can a single operator console. NOTE: IP Office Customer Call Reporter (May 2009) currently reports a single site. In upcoming release, CCR will be able to report across multiple locations
- #11 Only available and included in the Power User & Teleworker solutions Alternative to Phone Manager that offers thin client/server operation Simple to deploy (browser-based) Low deployment cost Minimum ongoing costs Provides real-time call control & more: Answer, Drop, Hold, Record Access to phone settings (Fwd, DND) Centralised call log (e.g. missed calls) Personal directory External directory access via LDAP Presence (Busy Lamp Field) Supported Browsers: Internet Explorer Mozilla Firefox Also supported in Citrix/Terminal Server environment
- #12 Included in the IP Office Preferred Edition is 4 ports of messaging – VoiceMail Pro. Additional ports can be added as needed. VoiceMail Pro can now use Microsoft Exchange 2007 as Message Store. This provides better integration with Mobility server e.g. BlackBerry Enterprise Server (single inbox, messages viewed as voicemail - not as email) Included in the Power User solution is UMS – which provides for web access to voicemail mail messages AND synchronization of voicemail messages in voicemail box and email Inbox. Here each user can choose between IMAP and Exchange integration. Remember that users have the ability to listen to emails using Text To Speech and Exchange. TTS is included with the Power User and Mobile Worker solution.
- #13 Included with IP Office Advanced Edition (and requiring IP Office Preferred Edition), is the Customer Call Reporter application. Available under Controlled Introduction, CCR will be Generally Available with Release 5. CCR allows Supervisors to track & measure customer service and Agent productivity levels through a browser based interface. The interface is intuitive and informative. Supervisors can set alarm notification levels, customize views with the statistics they care about most, and the generation of reports is simple - drag and drop, point and click. Recipients can receive reports in format of their choice - .doc, .xls, .pdf, etc. Though CCR can support up to 150 agents, 30 supervisors, and one administrator, the primary target market for the solution is the Small Business with less than 30 agents . IP Office Advanced Edition includes 1 Customer Service Supervisor. Additional Supervisors and Agents are added per customer scenario. Also included in IP Office Advanced Edition is the ContactStore application. With Release 5, ContactStore has been updated to 7.8 . ContactStore is now supported on Windows 2008 server, Vista, and there are improved search capabilities : Partial search in call data; Area Code, City Code, Account codes etc. Improved DVD archiving Uses a database that can run on either Windows or Linux Export recordings to a .wav file Contact Store is included in IP Office Advanced Edition or as standalone license
- #14 There have been many 3 rd party SIP endpoints tested with Release 5. A complete list will be available at GA and posted to the IP Office Knowledge Base. Also supported in the SIP ATA – which allows an analog G3 device to be connected to SIP/IP network. Support for 3 rd party SIP endpoints requires the ‘3 rd Party IP Endpoint License’. Call Features supported Basic call to other SIP Phone or Legacy Phone Call Waiting Do Not Disturb Message Waiting Support Call Hold & Consultation Hold Attended & Unattended Transfer Call Forward Unconditional, Busy and No Answer (using short codes) 3 way conference – 3rd Party added / Joins Other IP Office features enabled by short codes Reliable fax transit over IP network using T.38 Fax protocol
- #15 With Release 5, a new DECT solution will be introduced – DECT R4. With DECT R4 there are 2 new handsets: 3720 and 3725 The 3720 handset offers standard functionality with Black & White display, speakerphone, and headset compatible. The 3725 handset has extended functionality with a color display, speakerphone, and is Bluetooth headset compatible. DECT R4 integrates with Avaya In-building Wireless Server (AIWS) for Text Messaging and IP Office directory integration. There are a variety of charging options as well.
- #16 Beyond Release 5 there are upcoming enhancement on the formal roadmap: Support for PARTNER Telephone sets Support for the 9600 Series IP Telephones and New Digital Endpoints Special packaging specifically targeting the sub-20 space The ability for CCR to report on multiple sites Other areas of enhancements, though not yet part of the formal roadmap include: Microsoft OCS integration Enhancements to one-X Portal for IP Office Driving all applications to be browser based Web 2.0 integration And addition device integration such as with iPhone
- #17 How we communicate is a personal choice — it has to match the needs of the business. And business needs vary depending on whether employees are working in the office, at home, or on the road. Does the business have one location? Multiple locations? Is it a branch office of a larger organization? With IP Office 500, choose from a wide range of components to add capacity, applications, and phones as you need them. Whether you have two employees, 200, or more, IP Office is the right choice. IP Office 500 is a highly modular IP telephone system designed to meet the requirements of home offices, standalone businesses, and networked branch and head offices for small and medium enterprises. The award-winning IP Office 500 gives growing companies a complete solution for telephony, messaging, networking, conferencing, customer management, and unified communications. IP Office 500 is a versatile communications solution that combines the reliability and ease of a traditional telephony system with the applications and advantages of an IP telephony solution. This converged communications solution can help businesses reduce costs, increase productivity, and improve customer service. IP Office 500 addresses basic telephony needs, leverages built-in convergence capabilities, and capitalizes on robust unified applications to deliver intelligent communications to your users and customers. This small office IP phone system simplifies processes, and streamlines the information exchange within systems to create simple and effective communication experiences. Grow at your own pace and budget – start with what you need and expand quickly and cost effectively. By using combinations of base cards, expansion modules, it is simple to configure and easy to install more capacity. With IP Office 500, you can add Essential applications and capability as you grow, when you grow Reduce monthly costs – IP Office 500 will help you lower the cost of communications, with capabilities like conferencing, making calls over managed Internet service (Voice over IP) or low-cost Internet telephony service provider through SIP trunking and the comprehensive benefits of a converged communications system. Leave the office — be accessible – with easy, flexible options for call/message forwarding, mobile twinning and one-number access, IP Office keeps everyone in touch. Get the freedom to go where you want and never miss important business calls. Link multiple offices together – IP Office 500 provides businesses with multiple locations unique capabilities and feature transparency between sites. The ability to network phone systems and share messaging systems between offices reduces upfront investment and drives long-term productivity Host your own conference calls – enable cost-effective collaboration by utilizing the IP Office’s built-in 64-party conference bridge; quickly set up conference calls on the fly or schedule them and allow IP Office to notify participants automatically
- #18 There are a variety of telephones available for IP Office The 5400 series digital sets were designed specifically for IP Office – 5402, 5410, and 5420 meeting the needs of basic environments, management, and receptionists Similarly, the 5600 series IP sets were designed for the IP Office – 5610 and 5621. Add Power User or Teleworker and work from away from the office. All that is needed is broadband Internet access at the remote site and appropriate VPN Gateway at the IP Office site. The 1600 series IP phones – 1603, 1608, 1616 and optional Button Module 32 - are available on both the IP Office and Communication Manager.
- #19 A closer look at the 5600 series IP phones for IP Office.
- #20 A closer look at the 5400 series Digital phones for IP Office.
- #21 Note: Effective 6/12/09, two of the edition names were changed. What was previously known as the IP Office Basic Edition is now the IP Office Essential Edition. What was previously known as the IP Office Essential Edition is now the IP Office Preferred Edition. Format: Card The Avaya IP Office Essential Edition is the foundation to your business providing the fundamentals for your success. Callers can reach the correct staff member in many ways in addition to simply dialing the direct telephone number for the person or group – use caller identification and route the caller to the most appropriate individual or group (extremely beneficial in making sure your premier clients are cared for my the most experienced). Allow callers who know who they want to route themselves by dialing by extension number or accessing the name directory off-loading staff to devote time to those who need it most. Voice messages can easily be accessed through telephone interface or listened to through your email Inbox. Collaboration among staff and with customers, vendors, and suppliers is simple with the ability to conference up to 64 people. Reduce or eliminate external conference costs. The Avaya IP Office Essential Edition provides your clients with access to staff quickly and easily and provides powerful built-in collaboration to streamline business operations and interactions. Features & Benefits Collaboration - Increase communication with staff, vendors, suppliers, and customers and cut costs with the built in 64-party conferencing. Auto-Attendant – The professional front door to your business. Any number of automated attendants can be programmed. If callers are known, for example your most important clients, they can be greeted with a personal message and even routed directly to the most appropriate person or team. Dial By Name - Using your internal directory, callers can easily search the person they wish to connect with. Message Presentation – Staff can retrieve voicemail messages in a variety of ways - use the keypad on any telephone to access voicemail messages whether in the office or away, when in the office interact with the context sensitive telephone display, and have voicemail messages sent to your email Inbox. The choice is yours! Product Components Embedded Voicemail card
- #22 Note: Effective 6/12/09, two of the edition names were changed. What was previously known as the IP Office Basic Edition is now the IP Office Essential Edition. What was previously known as the IP Office Essential Edition is now the IP Office Preferred Edition. Format: Card The Avaya IP Office Essential Edition is the foundation to your business providing the fundamentals for your success. Callers can reach the correct staff member in many ways in addition to simply dialing the direct telephone number for the person or group – use caller identification and route the caller to the most appropriate individual or group (extremely beneficial in making sure your premier clients are cared for my the most experienced). Allow callers who know who they want to route themselves by dialing by extension number or accessing the name directory off-loading staff to devote time to those who need it most. Voice messages can easily be accessed through telephone interface or listened to through your email Inbox. Collaboration among staff and with customers, vendors, and suppliers is simple with the ability to conference up to 64 people. Reduce or eliminate external conference costs. The Avaya IP Office Essential Edition provides your clients with access to staff quickly and easily and provides powerful built-in collaboration to streamline business operations and interactions. Features & Benefits Collaboration - Increase communication with staff, vendors, suppliers, and customers and cut costs with the built in 64-party conferencing. Auto-Attendant – The professional front door to your business. Any number of automated attendants can be programmed. If callers are known, for example your most important clients, they can be greeted with a personal message and even routed directly to the most appropriate person or team. Dial By Name - Using your internal directory, callers can easily search the person they wish to connect with. Message Presentation – Staff can retrieve voicemail messages in a variety of ways - use the keypad on any telephone to access voicemail messages whether in the office or away, when in the office interact with the context sensitive telephone display, and have voicemail messages sent to your email Inbox. The choice is yours! Product Components Embedded Voicemail card
- #23 Note: Effective 6/12/09, two of the edition names were changed. What was previously known as the IP Office Basic Edition is now the IP Office Essential Edition. What was previously known as the IP Office Essential Edition is now the IP Office Preferred Edition. Format: Software download via license Avaya IP Office Preferred Edition gives your business the utmost in flexible and comprehensive call handling. It is the platform to build your business on with the packages offered in the user productivity suite. Your customers expect the best, prioritize them and even greet them with personal messages. With its basic call handling, your callers can be routed to the most appropriate location, based on time of day, day of week or even scheduled business closures. Choose from simple announcements and Auto attendant functionality or sophisticated call routing menus. With the ability to conference up to 64 people you can collaborate easily with your staff or and reduce or eliminate external conference costs. Additionally, Secure ‘PIN’ numbers ensure only those invited will be on your conference bridge. When staff training or the need to record certain calls, IP Office can be set-up to record users calls during certain periods of the day or by a simple key press for more urgent matter. To ensure messages are dealt with quickly when out of the office, a left message can track down users by calling up to 5 numbers alerting them to a new message. Preferred Edition is the backbone of your communications solution. Adding the productivity packages to each of your employees lets you excel in customer service. Features & Benefits (3 – 5 key features; 230 words max): Secure Meet Me Conference – Collaborate with staff and cut costs with the in built in 64-party meet me conferencing. Auto-Attendant – The professional front door to your business. Any number of automated attendants and to multiple levels can be programmed. If callers are known, for example your most important clients, they can be greeted with a personal message and even routed directly to the most appropriate person or team. Dial By Name. Using your internal directory, callers can easily search the person they wish to connect with. . Product Components VoiceMail Pro Professional License
- #24 Format: Software download via license Avaya IP Office Advanced Edition enhances your phone interactions with customers, clients, suppliers, and vendors. You will be able to extend hours of operation, balance employee work load, and measure their productivity. Empower customers to do business with you as they prefer. We all have felt the dread of the morning. Arrive at office, check voicemail messages; access other systems, return phone call. All the while answer incoming calls, access other systems, and provide caller with information. With IP Office Advanced Edition, calls received outside of business hours (and even during business hours) would be streamlined. Allow customers to access information, check status of orders, and more using integrated voice response services. Enable customers to request information, customers (and employees) to complete surveys providing valuable insight to their experience and satisfaction without tying up your staff. Callers will be asked a customized question and given time to respond prior to the next question being asked. Responses can be audio and touch-tone. This form filler capability ensures that all required information is gathered in a logical and clear manner. Retrieval of responses is as simple as listening to a voicemail message. With IP Office Advanced Edition you can balance work load of employees by distributing calls among staff members. Measure staff productivity of call handling and identify areas where change is needed. Customer conversations can be recorded and played back at a later time through an interface that allows you to search quickly for the desired call. Know where to provide coaching to staff members to improve customer service. IP Office Advanced Edition allows you to utilize your employee’s time and talent wisely; empowering you to personalize service to customers as they prefer. Track and measure customer service and agent productivity – through an easy to use single screen browser interface; make informed decisions quickly by viewing only the relevant data for the group or agent; keep informed of the most critical business cares modifying threshold levels to respond to current conditions; quick report generation with simple drag and drop and built-in templates; save reports for future use to analyze over time. Increase your knowledge about customers, their experience and improve service – through call recording; recordings are stored and replayed later; provides an excellent opportunity to enhance service to customers and coaching to employees. Provide customers 24/7 access to information and services – with customized automated self help capabilities; just because the office is closed doesn’t mean business comes to a halt; allow customers to place orders, check status on shipment, and much more through interactive voice response; use during normal operating hours empowering your customer to conduct business as they prefer. Allocate your most valuable resource – your employees – to your most valued asset – your customers - gathering repetitive and routine information can be fully automated allowing employees to dedicate time to working directly with customers resulting in increased customer satisfaction and revenue; streamline information gathering (including voice messages); create customized surveys; both touchtone and voice responses are accepted within the same session; retrieve information just like a voicemail message. Product Components IP Office Customer Call Reporter IP Office Integrated Voice Response (IVR) IP Office Contact Store IP Office Campaign Manager IP Office VB Scripting IP Office Customer Service Supervisor (1 license) Requirements for Advanced : Avaya IP Office 500, IP Office Preferred Edition
- #25 Format: Software download via license As business needs change, chances are there will be the need to open another location or expand to new geographic areas. This can be an overwhelming, even daunting, time. Not only does this involve setting up office furniture, possibly relocating or hiring new staff but also concerns over how business will be affected when everyone isn’t together. Most important, service to customers, vendors, and suppliers cannot be negatively impacted. Another site means double the resources, right? Not necessarily. With IP Office Multi-site Option, IP Office systems can be networked together in a variety of ways best suited to your environment – using industry standard methods - efficiently. Best of all, resources are shared within the IP Office Network –one voice mail system, leveraging a single receptionist to answer calls for all sites – saving money and ensuring a common experience for all callers – to utilizing a single system management interface for all locations. The operational efficiencies don’t end there. IP Office locations networked together enable employees to stay connected and collaborate regardless of where they are located. Beyond the basic desk to desk dialing capability, employees at one location can see the availability (sometimes referred to as ‘presence’) of someone at another location. Staff members sometimes make overhead announcements or broadcasts when assistance is needed or a staff member is being sought out. This can also occur between sites enabling employees to locate the best resource, make informational and urgent notifications. IP Office Multi-site Option minimizes distance barriers maintaining customer satisfaction and employee collaboration. Extend communications to remote locations - the IP Office Multi-site Option package enables separate locations to operate as a single site, transparently. Whether your business has 2, 10, 16, or 32 sites – whether your locations are 5 miles or 5000 miles apart take advantage of sharing messaging, receptionists, system management and more across the network; benefiting from polling resources and minimizing cost. Increase customer satisfaction while enhancing collaboration among employees – distribute and route incoming calls across the network to the most appropriate employee in the group; contacting an employee at a remote site is no different than contacting one who is co-located with you; view other’s availability to speak with you; see if they are ‘Out to Lunch’, ‘In a Meeting’, etc. quickly. Improve mobility and productivity – employees traveling from one site to another can quickly make the remote phone theirs with all the same capabilities and permissions as their regular office site. Familiarity maintains employee productivity and positively impacts customer satisfaction with one-number reach regardless where the employee is! Save on calling costs – take advantage of existing data network and eliminate toll charges calling from site to site; make calls through the most appropriate location leveraging the best calling plan. Product Components IP Office Voice Networking Start IP Office Voice Networking Advanced IP Office Voiced Networking (4 Channels) These 3 licensing options are reduced to a single 4 channel license (205650 IPO LIC IP500 VCE NTWKG ADD 4 LIC:CU)
- #26 Avaya Integrated Management for IP Office provides a complete network management solution for enterprises with distributed IP Office deployments. Designed for retailers, financial firms and other enterprises that deploy groups of locations with similarly configured hardware and dial plans, Avaya Integrated Management can significantly reduce total cost of operations by centralizing management for key ongoing management, provisioning, and maintenance tasks. Integrated Management provides a centrally controlled, flexible configuration scheme based on management templates covering the major functional aspect of IP Office that can be created centrally and applied to groups of IP Office locations: Hardware templates contain all hardware-based configuration records for a defined group of IP Office locations that have the same set of hardware (control units, phone types, modules, etc) User templates map users and hunt groups to extensions using a predefined dial plan that can be based on a function (i.e. mapping sets of extensions to the pharmacy section in a store) Auto-Attendant templates set up schedules and associate voice announcements for the Auto Attendant capability associated with Embedded Voicemail. General templates contain other configuration information that can often be defined centrally such as directory, routing, account codes, and firewall settings. Using the Provisioning and Installation Manager (PIM), templates from each category are selected and combined to create a configuration group that can be assigned to any administrator-defined group of IP Office systems. Once a group is defined, the appropriate configuration templates can be immediately applied or scheduled for distribution from the console. This provides an incredible level of flexibility that eliminates error-prone and time-consuming device-by-device administration. It also enables retailers and other enterprises to quickly and easily define and distribute customized announcements. For example, new announcements that are recorded and updated to a specific regional template can be easily updated to all IP Office stores in that region Ongoing Maintenance After deployment, the Integrated Management for IP Office Network Management Console will discover and display a topology view (both physical and logical) of all IP Office systems. Through the console, IP Office Manager can be launched to provide detailed information on a specific site, or to administer data connectivity or site-specific administration. Avaya Integrated Management for IP Office also helps system administrators to ensure continuous and predictable operation by simplifying core tasks that optimize the performance of their voice networks: Inventory Management Software & Firmware Release Management Backup/Restore Secure Access For inventory management, the Software Update Manager application of Integrated Management will provide central tracking and reporting of IP Office systems, along with their installed expansion modules. It dramatically reduces the time and errors associated with this process by analyzing current firmware and software releases, highlighting outdated versions, and scheduling updates that can be distributed to multiple devices at a time. If needed, Integrated Management also supports backup/restore of configuration files. Backups are maintained automatically any time a configuration change is made using PIM. In addition, you can use PIM to schedule periodic backups of all devices on the network. Ongoing security is also centralized through a console for defining administrator authentication and authorization parameters for access to each IP Office system. Features & Benefits Bulk distribution of IP Office configurations saves deployment time and helps provide commonality in branch or retail store operations Single system view of the entire IP Office deployment provides &quot;at a glance&quot; inventory, topology and status displays, saving time and effort Fault management tools operate network-wide, with reporting and drill-down capabilities that help to maximize IP Office system reliability across the entire enterprise Provisioning tools enable centralized firmware monitoring and distribution across entire IP Office deployment; enabling entire enterprise to be on common firmware versions Product Components Bulk Configuration Management This capability is based on the notion that similar branch offices or store locations can share the same basic configuration. The Provisioning and Installation Manager (PIM) function of Integrated Management for IP Office is used to created templates for easy bulk application of configuration parameters. PIM launches IP Office Manager in template mode to serve as a rich editor for the following templates: IP Office Hardware template IP Office Users template IP Office Auto-Attendant template IP Office General template Groups of IP Office systems can be created to enable one to manage branch locations logically. The groups can be established dynamically and also used for mass distribution of new or changed templates or voice announcements Network Management Console This application serves as the central console for providing a unified system view of the entire IP Office deployment. It shows the network topology of the IP Office devices in the network, can receive SNMP traps for fault monitoring and logging purposes. Software Update Manager This application can discover and inventory all IP Office hardware components in the network by IP address, device type, and firmware load. It can also simplify firmware downloads by providing a straightforward process for checking the currently installed firmware versions against the latest list from the support.avaya.com. Downloads from support.avaya.com can be stored for immediate or deferred execution Backup and Restore IP Office configurations are backed-up anytime a configuration job is executed by Integrated Management for IP Office. Backups can be performed on demand or scheduled on a recurring basis. The backed up configurations can be selected and restored at any time to the IP Office system from which it was backed up.
- #27 Format: Software download via license Profile: For employees who frequently work out of the office, but don’t have the need for a laptop, the IP Office Mobile Worker application is the ideal solution to keep them connected and fully productive no matter where they happen to be. Busy sales and services associates and knowledge workers (such as attorneys, accountants, consultants, insurance and real estate agents, to name just a few) who spend most of their time traveling between customer sites will remain easily accessible and connected to the vital information that helps them drive revenue and customer service. Phone calls ring simultaneously on their desk phone and mobile phone (or any other phone), so they’ll never miss a call. They can perform the key call handling features such as transfer, conference, forward, and hold, from their cell phone. Mobile workers can have their email messages read to them over the phone, so critical email messages can be accessed and acted upon, enhancing productivity while out of the office. “ Hot desking” allows employees to make and receive calls from any of your office phones, regardless of location with optional Multi-Site option (IP Office Small Community Networking enabled). Add the optional Avaya IP wireless phone (purchased separately) for Mobility Plus and feel free to roam throughout the office, warehouse or campus with the confidence that you’re always accessible to key customers and colleagues. Features & Benefits Stay connected and in control while mobile – the Mobile Worker application allows calls to ring simultaneously at both your desk phone and any other phone so you’ll never miss a call even when out of the office; hear email messages read to you over the phone Turn any office phone into your office phone – perfect for associates who frequently move between locations, “hot desking” allows associates to turn any phone in your office (regardless of location with small community networking) into their phone; calls are routed directly to that phone, voice mail messages can be retrieved, and all other calling permissions/restrictions follow them (such as being able to dial international calls, etc.) Roam the office / warehouse wirelessly – Mobile Worker Plus allows associates to move throughout the office, warehouse or campus with an Avaya IP wireless phone (purchased separately) and stay accessible and connected. Product Components Mobility – includes Twinning, Avaya one-X™ Mobile Client for Small Business, Mobile Call Control Text to speech – for Email Reading & Reply with Microsoft Exchange Hot desking – including multi-site hotdesking when used in conjunction with Multi-Site Option Additionally, Mobile Worker PLUS is available with purchase of an IP wireless phone.
- #28 Format: Software download via license To be productive and accessible, teleworkers – employees who work from home full-time – need the same kinds of communications capabilities their office colleagues enjoy. They need to be easily reached. They need the call handling conveniences that let them quickly make calls, put them on hold, transfer them, conference in colleagues – in short, all the same things you can do in the office. And most important, connecting them needs to be quick and easy to do and cost effective. The IP Office Teleworker application does all that and more. Using one of several available Avaya IP telephones (purchased separately), remote workers simply connect into their modem and your virtual private network. That’s it. No additional equipment required. In minutes, they’re connected to your network and they’re fully accessible. The included PC interface provides immediate access to hundreds of speed dials, the convenience of point-and-click call handling, enhanced conference calling control, and more. IP Office Teleworker can deliver huge cost savings. With the secure VPN connection, reduce or eliminate the expensing of workers’ home phone bills. Over the long term, real estate and facilities costs can be lowered by enabling employees to work permanently from home – while ensuring full control with features like presence and instant messaging. Expand your labor pool by hiring beyond your zip code while maintaining full control. Features & Benefits Point-and-click call handling – All call handling features are quick and easy to do. The included PC interface integrates seamlessly with the Avaya IP phone. Just click to dial, transfer, hold, conference, and more. Access hundreds of speed dials. Cost-effective communications – connecting through your VPN means remote workers’ monthly phone bills can be reduced or even eliminated. Streamline real estate and facilities costs with full-time remote workers. Manage your dispersed workforce – with remote workers’ phones on the network, presence features allow employees to “see” each other’s status: who’s on the phone, away from their desk, busy, etc. Calls can even be recorded for monitoring and training purposes. Expand your hiring horizons – IP Office Teleworker lets you hire a new customer service rep who’s down the block, three states away or on the other side of the world, and seamlessly connect them to your network. Hire the right person, no matter where they’re located. Product Components IP Office VPN phone license Phone Manager Pro Avaya one-X™ Portal for IP Office
- #29 Format: Software download via license Every small business has its Power Users: executives and key managers whose primary purpose is to share their knowledge and ideas with associates to drive the business forward. Power Users’ frequent interaction with customers is key to business success, and businesses need to be sure their investment in these associates is maximized. The IP Office Power User application allows small business executives to make the most of their precious time, helping improve efficiency and productivity across the business and allowing them to be more accessible to customers and colleagues. The result? Loyal customers, highly productive and efficient employees, lower costs to the business, and increased revenue generation. The Power User’s unified communications capabilities enable seamless access in virtually any circumstances. Calls can ring simultaneously at the desk phone and any other phone (including cell phones) so there’s fewer missed calls and phone tag. Eliminate calling costs when traveling internationally with just a laptop, headset and Internet connection. Hear email messages read over the phone while in transit. Get all messages – voice, email, fax – in a single inbox. Work from home with the same communications features available in the office. The IP Office Power User application is the ultimate in communications accessibility for small businesses. Features & Benefits Stay connected and in control while mobile – the Power User applications allows calls to ring simultaneously at both your desk phone and any other phone so you’ll never miss a call even when out of the office; hear email messages read to you over the phone; get all messages – voice, email, fax – from a single inbox for fast and efficient access to information Turn any phone into your office phone – work virtually anywhere, anytime with just a laptop and Internet connection; a home phone becomes your office phone, complete with full call control from your laptop PC interface Host your own conference calls – enable cost-effective collaboration by utilizing the IP Office’s built-in 64-party conference bridge; quickly set up conference calls on the fly or schedule them and allow IP Office to notify participants automatically See, click and connect – manage all your calls – whether in the office or working remotely – from the Power User’s convenient and intuitive PC interface; get the same controls and features you’re used to in the office, and be accessible to customers and colleagues no matter where you are Save on calling costs when traveling abroad – with just your laptop, headset and Internet connection, you’ve got everything you need to make calls and reduce or eliminate calling costs when overseas Product Components Mobility – Twinning, Avaya one-X™ Mobile Client for IP Office, Mobile Call Control Avaya one-X™ Portal for IP Office PhoneManager Pro PhoneManager PC Softphone Unified Messaging Service Text to Speech for Email Reading & Reply with Microsoft Exchange VPN Phone license Hot desking Additionally, “Meet me” conferencing is available via Preferred Edition
- #30 Format: Software download via license Receptionists handle the dozens, even hundreds, of calls that come into your small business every day. As the “front door” to your business, receptionists continually greet and interact with customers and associates, so it’s easy to see how important it is to have a phone application that allows efficient and professional call handling. The IP Office Receptionist application provides a visual display of incoming calls and call status right on your operator’s PC screen. Caller ID allows receptionists to see who’s calling before they answer the call. Operators see everyone’s phone status – who’s busy, on the phone, away from their desk – so calls are routed and managed quickly and accurately. Just click and drag to transfer calls, put calls on hold, or conference in a colleague. Receptionists can see who has new voice messages and alert executives of their message status. Network multiple IP Office locations and a single receptionist can handle calls for all sites, ensuring consistent service and controlling costs. Features & Benefits Visual PC interface for call fast handling – the Receptionist application’s PC interface provides efficient call handling control at the click of a mouse; operators see everyone’s call status Manage calls for multiple sites – by networking IP Office systems, a single receptionist can handle calls for multiple offices – answering and transferring calls throughout the network Share receptionist across multiple businesses -- incoming calls can be identified by business, allowing receptionist answers with the appropriate business name; allows several businesses to share the operator resource and reducing overhead costs Product Components SoftConsole *A maximum of 4 seats permitted per IP Office system
- #31 Format: Software download via license Every small business has individuals or groups whose primary responsibility is interacting with customers, normally over the phone. There are billing representatives, sales departments, service technicians, and, collectively, these groups can be referred to as Customer Service Agents – providing service to the customer; answering inquiries, solving problems, and selling products or services. Customer Service Agents need to be knowledgeable about the product or service. Equally important is that Customer Service Agents must be able to quickly respond to the customer and to the environment around them. IP Office Customer Service Agent solution provides the ability for agents to respond quickly to current conditions. Agents can quickly log into a group to assist in answering calls should there be an influx of calls into that group or if another agent is out sick. Agents also receive information such as number of calls on hold, in progress, lost, number of agents logged in and logged out, just to name a few. If no calls are waiting to be answered, the customer service agent can spend more time with the current caller, increasing revenue and customer satisfaction. Features & Benefits Be informed and respond to business needs – through a browser based client, view the number of inbound calls, callers on hold, and those waiting to be answered – and take the appropriate action to ensure caller satisfaction. Product Components Avaya IP Office Customer Call Reporter (Agent View) Requires Avaya IP Office Advanced Package To enable remote agents, just add the Teleworker package.
- #32 To understand the effectiveness of IP Office Customer Service Agents it is necessary to track and measure their productivity. Information gained helps to identify and resolve short comings and capitalize on opportunities. The IP Office Customer Service Supervisor solution provides this through an intuitive browser interface. The IP Office Customer Service Supervisor browser interface provides information on a single screen: real-time statistics by group and agent, alarm notification, and report generation. Real-time statistics can be displayed over 3 customizable views with only relevant information. Alarm notification is based on previously determined and set threshold levels, and can be adjusted at any time based on business objectives. Choose from many report templates to easily create reports most useful and pertinent to the business. Schedule delivery of reports in format preferred by the recipient. Reports provide valuable information about customers, agents, and business operations. Create a Caller Identification report to see where the most (or least) callers are calling from – by area code, country code, prefix, etc. Create business campaigns accordingly. Create agent reports to determine how many calls are taken in a given time period, length of call, and more. Realize where best to provide coaching and training. Generate a trace report to follow a call from first answered through call conclusion to see if and how long the caller waited to be answered, was placed on hold, transferred to another group or agent, left a message, and more. Adjust staffing levels appropriately to provide the best customer experience. Features & Benefits Track and measure customer service and agent productivity – through an easy to use browser interface; single screen access to real-time statistics, alarms, and reports allows Supervisors to see valuable information quickly, facilitating them to make informed decisions. Customize views with only relevant data – Supervisors can personalize statistics presented to them to view only the most pertinent details for that specific group and agent; removing data clutter of less important facts enables Supervisors to keep focused on relevant information. Keep informed of the most critical business cares – Supervisors choose from over 10 alarm statistics and fine-tune threshold levels at any time responding to current conditions. Save time creating reports – drag and drop reporting with built-in templates provides quick report generation; schedule delivery of reports to interested parties in format of their choice – .doc, .xls, .pdf; save reports for future use allowing analysis over time. Product Components Customer Call Reporter (Agent View) Customer Call Reporter (Supervisor View) IP Office Advanced Package includes 1 Customer Service Supervisor; additional Supervisors and Agent licenses ordered separately.
- #33 The IP Office can be assembled in a variety of ways to meet the specific needs of the customer. Expansion Cards include base cards in the chassis, daughter cards that reside on a base card, and expansion modules. Cards accommodate trunks, extensions, and provide for voice compression resources. IP Office supports 8 T1/PRI/EI connections... T1 = 24 channels PRI = 23channels +1 for signaling E1 = 30 channels Each T1/PRI/E1 port comes with 8 channels already active. Remaining channels are licensed.
- #34 Wi-Fi Handsets Use wireless Avaya IP 3600 series phones, optimized for Avaya telephony, delivering the features of desktop IP phones with the freedom to move about the premises. Avaya 3641/3645 IP wireless telephones Requires the Avaya Voice Processing Platform (VPP) server that provides quality of service Security: 40- and 128-bit WEP security DECT R4 Wireless Telephones DECT R4 series IP wireless telephones (3720 and 3725) provide extended mobility both in single site and multiple site environments in a convenient lightweight handset. Both handsets have built-in speakerphone, backlit display, and are headset compatible; the 3725 has backlit color display and supports a variety of Bluetooth headsets. The hand-over between Base Stations is automatic, eliminating interruptions in conversations and making it ideal for user who roam within their office or across sites. DECT R4 is delivered on a dedicated wireless infrastructure for high quality, secure communications.
- #35 Always check for the latest offers from Avaya Financial Services and the latest promotions available.