Copyright© 2002 Avaya Inc. All rights reserved

Avaya IP Office Phone Manager Lite/Pro/VoIP

Philippe du Fou

Last updated: 6th July 2004

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IP Office benefits for Caller Display users• IP Office supports analogue phones with Alpha-numerical Caller Display. This

allows the presentation of:

– Calling Line Identity (CLI)

– Internal caller’s name

– External name if CLI matches system directory

– Also defines target group (DID/DDI) name

• If a PC is also available, Phone Manager complements this information with:– Call history (Incoming / Outgoing / Missed calls)– Speed-dialling for internal & external numbers– Busy Lamp Field for extension status information– Call control (conference calls, account codes,…)– Change divert destinations easily– Screen-pop to 3rd-party PIM applications (Pro only)– Control of Voice mails (Pro only)– Simple Call scripting (Pro only)– Queue monitoring (Pro only)

01707392200 > Sales

John Smith > Fred Bloggs

ABC Company > Sales

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IP Office PhoneManager LiteFree CTI application offered with every IP Office

• Personal productivity tool available to any desktop• Control your analog, digital or IP phone from your PC

Call history (incoming, outgoing, missed calls): just double-click to call back

CLI/name display (whatever terminal you’re using!!)

Conference, call recording, account codes…

Change your divert settings easily: secretary, mobile/cellphone, home…

Busy Lamp Field: Know at a glance who is available within your team (Max. 15 icons)

Speed dials: Call internal/external contacts from your PC via a single click !

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Conference set-up:• IP Office PhoneManager

offers the possibility to set conference calls very easily:

• Ring an additional party while on a call

• The original caller(s) is/are automatically put on-hold

IP Office PhoneManager Lite/Pro :Easy conference call set-up & control

List the numbers and names (if Caller ID is recognized) of all the active parties on the call

Conference control:• List the numbers (and

associated names if the Caller ID is recognized)

• Ability to hang-up on a per caller basis

• Up to 2 x 64 parties on IP412

Simply right-click to hang-up a specific caller

Done Done • Click on

Book or Join a booked conference (requires Conferencing Center)

Copyright© 2002 Avaya Inc. All rights reserved

Phone Manager Pro

Builds upon Lite to offer additional functionality

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Two methods of operation:• CTI call control from your PC using analog,

digital or IP hardphones• IP softphone (iPhoneManager Pro)

Pro builds on PhoneManager Lite and offers additionally:

• Multiple speed-dial/BLF icons• Screen-pop of contact management applications

(MS-Outlook, Goldmine, Maximizer & ACT!)• Voicemail box control (requires VM Pro)• Agent-mode (Logon/ Busy NA/ Busy WU)• Queue monitoring (2 queues)• Simple Incoming call scripting (useful for

informal call centres)• Door entry control• Time on call • Personal directory• Distinctive ringing (via WAV file)• Dialing from contact records• Simple creation of contact records (add to

Personal Directory, Microsoft™ Outlook®…)

IP Office PhoneManager Pro :Information At Your Fingertips Separated tabs

for In, Out and Missed calls

Screen-pop external applications (e.g. Microsoft™ Outlook)

IP softphone option with iPhoneManager Pro

Increased Speed-dial / BLF capacity

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IP Office PhoneManager Pro :Visual Voicemail & Personal Numbering

• With the addition of VoiceMail Pro, PhoneManager Pro offers the following added benefits:

– Personal Numbering: Change your divert settings remotely– Voicemail box control: Listen, rewind, fast-forward, save, delete…

Notification of the number of unread voicemail

Change your diverts and e-mail settings remotely with VM Pro

Control your voicemail from your PC

CLI and name information when CLI is recognized

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Integration with Microsoft™ Outlook:• Screen-pop of contact based on

incoming number (Work, Home, Mobile, etc…)

• Simple creation of contact records (simply right-click in the PM Pro call history to add number into Outlook)

• Dial from Outlook contact records

Personal directory:• Directory within PhoneManager

additionally allows:• Name matching with CLI number• Distinctive ringing (via WAV file) • Simple incoming call scripting (useful

for informal call centers: see contact center slides)

IP Office PhoneManager Pro :Screen-Pop to Microsoft™ Outlook

Agent-enabled PM Pro

Historic information regarding your customer

Screen “pops” contact information when CLI is recognized

Copyright© 2002 Avaya Inc. All rights reserved

Phone Manager Pro/VoIP

Agent-Mode

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IP Office PhoneManager Pro :Agent-enabled softphone

Busy Wrap-Up

Busy Not available

Select Group login

Set account code during a call by a simple click

Call a customer and dial an account code at the same time

Agent can select in which Group(s) to login / logoff

Start Recording call

Stop recording call

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Queue Monitoring

• Graphical & real-time

• Up to 2 queues monitored e.g.:

• Sales

• Support

• Helpdesk…

Simple scripting:

• Avaya Phone Manager Pro offers the possibility to add simple scripting based on the incoming CLI.

• For example, this can be used to remind the PM Pro user to say a special welcome phrase or for giving background information on a specific customer

IP Office PhoneManager Pro :Simple scripting & Queue Monitoring

Two outstanding calls ringing the hunt-group called ‘’Sales’’

Script appears based on incoming CLI

Copyright© 2002 Avaya Inc. All rights reserved

Phone Manager Pro

VoIP mode

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IP Office provides complete functionality to home based agents(softphones and hardphones)

Cuts down on long commuting

time

Tell Your Customers – “Don’t Go To Work. Be Productive At Home.”

Lower cost flexible workforce can cover

peak times

Savings can be passed onto your

customers

IP TelephonyIP Telephony allows people to work from homeallows people to work from home

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IP Office iPhoneManager Pro (IP softphone)Perfect for home-workers or remote agents

Call history (Incoming and Outgoing): just double-click to call back

CLI/name display

Speed dials:

Call from your PC via a single click !

Busy Lamp Field: Know at a glance who is available in the office from wherever you are

All the features from the office available from home

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Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™

and FIFA Women’s World Cup 2003