Avaya IP Office
Family Overview
"The all-in-one solution for your business needs"
Converged Voice and
Data Networks
Customer Relationship
Management
Unified Communication
Supported by:
Avaya Labs and Services
A
A v a y a S o l u t i o n s f o r To d a y ' s C u s t o m e r E c o n o m y
H o w w i l l y o u s u c c e e d i n t o d a y 's C u s t o m e r E c o n o m y ?
By putting your customers at the centre of your business.
How can technology help you?
By providing communications that meet your most critical needs in
serving those customers. Communications which are cost effective
with streamlined infrastructure, less costly network usage,
a n d b e t t e r a d a p t a b i l i t y t o c h a n g e . Te c h n o l o g y t h a t i s s i m p l e ,
with plug-and-play features you count on rather than worry about.
Te c h n o l o g y t h a t p r o v i d e s a t o t a l , i n t e g r a t e d c o m m u n i c a t i o n s s o l u t i o n
that improves the way you do business with your customers,
a n d i m p r o v e s y o u r c u s t o m e r 's o p i n i o n o f y o u .
T h e A v a y a I P O f f i c e F a m i l y -- A v a y a 's n e w s m a l l a n d m e d i u m s i z e
b u s i n e s s s o l u t i o n i s t h e a n s w e r . I t 's t h e c o m m u n i c a t i o n s t o o l t h a t
optimises your advantage--and your success.
Where are you now?
How far do you want to go?
Today's small and medium size businesses come in
Avaya IP Office works with you. It works as a
many shapes and sizes. Avaya IP Office, part of the
standard PBX, as a key system, or as an IP
Avaya Enterprise Class IP Solutions family, is
telephony system with IP telephones--and can
designed to work for what your business is,
even work as a hybrid in a combination of any
and what you want it to be--providing the large
of these systems. What does this mean for you?
business capabilities every business wants.
·
If you're reluctant about embracing new
technologies, it means Avaya IP Office can
Your staff may range from 5 to 100 people. You may
simply replace your current system, and
operate out of a single office location or as part of a
migrate to IP when you're ready.
"network" of offices. You may have a small group of
employees dedicated to sales or support functions,
·
If you're an early technology adopter,
for which communications and customer interaction
it means you can opt for the complete
plays a critical role. You may have managers who
IP solution immediately.
rely upon communications, with voice and electronic
mail playing vital roles in keeping people in touch.
And, if you're somewhere between cautious and
Your systems are likely administered by a single
aggressive, Avaya IP Office can meet your specific
manager, who is accountable for your company's
system desires.
performance in terms of communications cost
control, customer satisfaction, and performance.
Avaya IP Office is also a member of the Avaya
Enterprise Class IP Solutions (ECLIPS) family.
Finding the right communications solution may
With solutions for businesses of every size, ECLIPS
sound difficult, but with the new Avaya IP Office,
gives you a natural migration path as your needs
it's made easy.
grow and change, and extends the value of your
Avaya IP Office investment far into the future.
Which brings up another question: how well will
your current system support you in the future?
3
Communication without boundaries
Are you wasting money?
With real-time and historic reporting of call centre
activities, you can see where to improve the efficiency
If you have a traditional communications system
of your customer support operation--and the
that's not meeting your business needs, or a
satisfaction of your customers--quickly. With the self-
collection of disparate systems put together in an
service option, you can also provide frequently
attempt to meet those needs, you need Avaya IP
requested information to your customers via an
Office. It's an all-in-one solution, from a single
automated system, thereby off-loading your customer
provider, that can make a difference for your
service associates from handling repetitious calls. The
business by:
Interaction Manager allows customers to reach you in
the media of their choice.
·
Eliminating the need for separate lines
for voice and data, and
Are you missing opportunities
·
Delivering everything you need for data
communications, voice mail, integration
to support your customers?
with your contact management applications,
and voice calls.
If you're working with an incomplete communications
system, or a collection of various systems, you may be
You enjoy total simplicity: one solution to install,
missing important connections.
one maintenance contract covering the entire system,
and one supplier to support you.
Employees may be away from their desks when
important calls come in, or a business emergency may
happen when key personnel are on the road.
Are you losing customers?
Avaya IP Office support for messaging and wireless
communication gives your employees the information
Another adverse effect of a communications system
they need to better serve their customers, and your
that isn't optimised for your needs is the business
company. Avaya IP Office Voicemal Pro provides
you lose--over and above your system costs.
basic information to customers 24/7, in an
automated system.
Avaya IP Office can help. Whether you're running a
dedicated call centre or simply have customer-facing
departments such as sales, service, and accounting,
Avaya IP Office applications help you identify
sources of lost revenue and customers.
Why Avaya?
All supported by Avaya Labs and Services.
A global leader in business communication solutions
and services, Avaya helps enterprises make their
Through our global network of Avaya
networks customer-driven. Avaya solutions help
BusinessPartners, we're committed to providing total
more than 75% of the Fortune 500 companies succeed
communications solutions that allow small and
in the Customer Economy where the customer is at
medium size businesses to excel--quickly and cost-
the centre of their enterprise network. Award winning
effectively.
Avaya solutions include:
With 130 years of experience, Avaya delivers
·
Converged Voice and Data Networks
performance and value for more than 900,000
·
Customer Relationship Management
customers around the world.
·
Unified Communication.
Yo u k n o w y o u r c u s t o m e r s . D o e s
your communications system?
What would it mean to your business to have a
solution that puts all of your hard-earned expertise
to work with every customer--in every transaction?
That's the benefit of the intelligent routing
capabilities plus open CTI interfaces that come
standard with Avaya IP Office.
·
Avaya IP Office can determine where a call
should go from the number the caller has dialled,
the number of the person making the call, or the
type of call--voice or data.
·
All of the above criteria can be used individually,
Would you like your next
or in combination, to determine the call's
destination--which may be an individual,
customer to find you, rather
a group of employees, voice mail coverage,
or a data service.
than you finding them?
·
Individual calls from an account can be
Avaya IP Office Interaction Manager creates the
directed to their account manager or
ideal environment for you to communicate with
regional support team.
customers--and for potential customers to get a good
impression of your business. Support for multimedia
·
Unwanted sales calls with withheld numbers
interaction, including Web chat and e-mail, gives
can be routed directly to voice mail.
people the opportunity to communicate with you in
their chosen manner--and to feel as though they're
·
The Avaya IP Office Softphone gives you total
receiving the sort of comprehensive service they want.
control, with full visibility of your calls and their
status. There is even a log of your lost calls--so
you can easily return them with just one click.
·
With Integrated messaging, you can
manage your messages, both voice and
e-mail, in a single mailbox.
If you have special or priority situations, Avaya IP
Office supports ad hoc do-not-disturb exceptions.
Callers on this exceptions list can override the system
if it diverts them to voice mail, and break through to
the person they wish to reach.
5
Communication without boundaries
Value for Every Business
Designed to deliver the benefits small and large
businesses want, ECLIPS solutions give you a
Avaya IP Office is the newest member of the Avaya
pathway for migration to higher levels of revenue
Enterprise Class IP Solutions (ECLIPS) family,
through converged communications--a pathway on
designed for reliability, voice quality, full feature
which your investment in Avaya IP Office technology
functionality, and rich applications. The ECLIPS
and training can result in even greater future
family offers IP solutions for businesses of every size.
benefits for you.
One solution for telephony,
How far reaching could your
data, and applications
business be?
Whether you're looking to add the reliability of
Avaya IP Office gives your business the power to grow.
telephony to your data network, or the innovation of
·
Remote working with Avaya IP Office gives you
data networks to telephony, Avaya IP Office gives you
control of access to your network--who comes in,
the benefits of both worlds:
when they come in, and what they can do.
·
Advanced voice communication features, including
A combination of an integral firewall, time profiles,
messaging and contact centre applications;
and password authentication allows remote access
to anything people would normally see while
·
Advanced data networking features, including
sitting in the office.
firewall-protected connectivity at speeds up to
2 Mbps and remote office support;
·
Avaya IP Softphones and desktop telephones
allow every office-based extension function to be
·
Advanced applications that provide big-business
transferred to wherever your people are--a true
customer service benefits if and when you
virtual office environment.
require them; and
·
Open CTI interfaces allow the system to be
·
One server platform.
customised to meet your unique business needs.
With modular functionality and a single IP network
In the office, at home, on the road, or across
for all your voice and data needs, you spend less.
international borders, there is no difference in what
With advanced features, network efficiency, and
your people can do. When you have Avaya IP Office,
redundant security, you can focus on serving your
there's no need to install a separate switch or build a
customers better.
separate office.
Avaya IP Office is the all-in-one solution for small
and medium size businesses.
Avaya IP Office Feature Highlights:
Improving Productivity
Delivering Customer
Care Efficiently
·
Multimedia messaging
·
Auto attendant
·
Automatic call distribution and routing,
·
Integrated voice and e-mail messaging
including least idle agent
·
Softphones with CTI screen pop of valuable information
·
Queue escape to voice messaging coverage
·
Full feature telephones, both wired and wireless
·
Calling party name and number display
·
PC-based Attendant Console
·
Historical and real-time reporting on call
centre activity
·
Voice over IP
·
Standard or customised reports
·
Frame Relay
·
Wallboard capability via PC
·
Remote access and telecommuting.
·
Queue Manager
·
Campaign Manager
Software Highlights
·
Call recording
Avaya IP Office supports a comprehensive range of standard
·
Multimedia Customer Interaction
Voice and Data features, including:
·
Upto 128 party conference with meet
·
Intelligent Call Routing for voice and data
me dial in conference.
·
IP routing over ISDN and Leased Line, including: Remote
Access Server, IP multicast, Network Address Translation,
Data Compression, DHCP Server, Firewall Security
Preparing for Converged
·
Automatic Route Selection
Communications
·
Hunt Groups with overflow and fall back
·
Full PBX and Key System features
·
Password authentication (PAP/CHAP)
·
E1/PRI and BRI trunk options
·
Voice Over IP
·
Shared, secure high speed Internet access
·
H.323 GateKeeper and Gateway
(up to 2Mbps)
·
Time of Day analysis
·
Standards-based IP telephony
·
Voice Networking
·
H.323 Gatekeeper and Gateway
·
Q.Sig Networking
·
Q.Sig Networking
·
LDAP for synchronising
·
Intelligent call routing for both voice
to external directories.
and data calls
·
Phone Manager Desktop Computer
·
Internet or branch-to-branch routing,
Telephony application
including NAT and DHCP for IP address sharing
·
External Voice Mail with E-mail integration
·
LDAP client support
·
Microsoft TAPI Support
·
Traditional telephones and/or IP Softphones
·
Frame Relay.
·
IP Office Manager administration tool.
7
Communication without boundaries
Expansion Modules
Optional
Integral voice mail
IP Office Phone 8/16/30: Available in three models, supporting 8/16 or 30
5/10 channel voice compression module
analogue telephones
(required for VoIP and integral voice mail)
IP Office Digital Terminal: Available in two models, supporting 16 or 30
2 port V.90 Modem Module
Avaya 6400 or 20 series digital telephones
IP Office WAN 3: Provides support of 3 additional X.21/V.35 leased lines
(this module does not use an expansion port on the base unit)
IP406 Office Platform
IP Office So8: Provides 8 ISDN extension ports
(up to 180 extensions and 2 E1/PRI)
Avaya IP Office Applications
Standard with Platform
2 expansion slots for:
Standard with System
· Quad Basic Rate Card
Manager Application: A system administration tool for
· E1/BRI/PRI
configuring local/remote IP Office systems.
8 port 10/100M auto-sensing HUB
Call Status: An administration tool for viewing active voice and data calls
X.21/V.35 WAN port (PPP or Frame Relay)
on the system.
1 V24 port for TPAD terminals
Call Monitor: A diagnostic tool providing real time, detailed traces of voice
2 Relay Ports for Door entry Systems
and data calls.
6 expansion ports for Expansion Modules
Phone Manager Lite: An out-of-the-box application for all users that allows
Audio Port for external music source
computer control of telephone functions and integration into contact
management applications.
Optional
Voice Mail Lite: Provides voice mail facilities for all users including
5/10/20 channel voice compression module
integration into e-mail.
(required for VoIP)
TAPI interface: Allows integration with desktop applications support;
2 port V.90 Modem Module
MicrosoftTM TAPI.
Optional
iPhoneManager Pro: A fully functional IP Softphone.
eConsole: A PC-based operator console.
eBLF: A PC application providing a real-time view of other users on
the system.
IP412 Office Platform
Voice Mail Pro: An advanced voice mail application
providing multi-level auto attendant, enhanced queuing, and more.
(up to 180 extensions and 4 E1/PRI)
CRM: A suite of Call Centre applications providing real-time/historic
reporting, recording services and multimedia contact management for e-
Standard with Platform
mail and Web chat.
2 expansion slots for:
· Quad Basic Rate Card
· E1/BRI/PRI
· Dual E1/PRI.
Avaya IP Office Component Listing:
2 port 10/100M auto-sensing Ethernet Switch
X.21/V.35 WAN port (PPP or Frame Relay)
1 V24 port for TPAD terminals
IP403 Office Platform
2 Relay Ports for Door entry Systems
(Up to 100 extensions and 1 E1/PRI)
12 expansion ports for Expansion Modules
Audio Port for external music source
Standard with Platform
2 analog extension ports
Optional
8 digital extension ports
The support of two 5/10/20 channel voice
Quad BRI, E1/PRI (one per system)
compression module (required for VoIP)
8 ports 10/100M auto-sensing HUB
2 port V.90 Modem Module
X.21/V.35 WAN port (PPP or Frame Relay)
1 USB port for TPAD terminals
1 V24 port for TPAD terminals
2 Relay Ports for Door entry Systems
Internal Music on Hold
3 expansion ports for Expansion Modules
Audio Port for external music source
Contact your Avaya representative or authorised BusinessPartner for more information today!
Or visit us at www.avaya.com.
Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations
or amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other
protective rights of Avaya, or others. All trademarks acknowledged.
© 2001 Avaya Inc.
All rights reserved.
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