- 1. Delivering Intelligent Communications to Small and Midsize
Business Avaya IP Office Philip Kennedy Kennedy Communications
2. Avaya, The Leader in Business Communications
- Century of experience and innovation in our DNA
- Today: #1 positions in IP telephony, contact centers, unified
communication, and services
- Avaya Labs, leader in communications software sciences: 1,800+
patents
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- Pioneered voice mail, IVR, skills-based call routing, unified
communication, CTI, audio conferencing, virtual LAN
- 1 million customers - 90% ofFORTUNE 500 rely on Avaya
- 15,000 people in 50 countries
3. Kennedy Communications, your partner for success
- Installation and Post Sale Support
- Satisfied Clients Across the Southeast
- One Source for Phone Systems & Computer Networking
Scott Kennedy President Philip Kennedy VP of Sales Paul Kennedy
VP of Service 4. Avaya IP Office Overview Solutions for Today and
Tomorrow 5. IP Office Driving Intelligent Communications ForSMBs
Worldwide Over 4 Million Users Worldwide! 6. IP Office:
Evolutionary and Revolutionary . and Award-Winning Your
Path.YourPace.Your Choice. TDM Hybrid Converged 7. IP Office 500
Control Unit LEDs 4 x trunk ports (BRI-4/8 / Analog Trunk 4)
Compact Flash (Embedded Messaging, MOH) Support for 8 IP Office
expansion modules LAN/WAN (Ethernet) Smart Card slot for feature
key External Relay control Universal slot interface (x4) Internal
PSU regional power cord needed DTEPort External Music on Hold Front
8 x DS or Phone ports Rear ResetButton 8. IP Office 500 Expansion
Modules
- In the look & feel of IP Office 500 control unit:
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- Digital Station 16 and Digital Station 30
- Fully compatible with existing IP Office 4xx units
- Existing IP Office Expansion Units will work with IP Office 500
for migration purposes (except WAN-3)
9. Complete Choice of Endpoints * Available in North America
only 5420 Phone 5410 Phone 5402 Phone Fax
MachineSoftphoneWirelessConference 10. IP Office User Interfaces
(Making hundreds of features accessible) 11. IP Office PhoneManager
Advanced Features and Information one click of the mouse away
- CTI Control of any endpoint
- User control of call forwarding and DND options
- Intelligent speed dial icons (provide eBLF)
- Screen-pop of contact application (e.g.: MS Outlook, Goldmine,
Maximizer, other third party)
- ACD station control (Logon/Busy NA/ Busy WU)
- Queue monitoring (2 queues)
- Call scripting for incoming calls
- Distinctive ringing (via WAV files)
- Software interface for extension using VoIP
- Full feature set with connectionless flexibility
12. Ensuring QoS From Anywhere Phone Manager Pro Telecommuter
Mode
- Route calls via PSTN to remote phone forincoming and outgoing
calls
- Phone Manager Pro application is used to make and receive
calls, transfer, set up conference calls, etc.
- UtilizeallPhone Manager Pro capabilities including Call Log,
Speed Dial, Account Codes, and more!
IP Office Calls divertedout of the office InternetVoice Data
& Call Control Public Network 13. CTI: Screen-pop Off the Shelf
Avaya SMB Solutions John Smith Managing Director +44 1707 392200
+44 1707 364649 Sterling Court 15-21 Mundells Welwyn Garden City
Herts [email_address] AL7 1LZ Partner 14. IP Office Soft Console
The ultimate in visibility and call control
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- View & change user status
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- Conference Setup on the fly
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- Available agents per group
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- Tag calls w/ short descriptions
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- View voicemail status for all users
- Centralized operator with BLF visibility across all systems in
the entire telephone network !
15. Avaya IP Office - Integrated Messaging Lite Integration with
standards-based e-mail servers
- Integrated Messaging Lite:
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- Presentation of voicemail to e-mail
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- Alert (e.g. SMS), Copy or Forward
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- Free of charge application offered with every IP Office
system
IP Office Voicemail redirected message 16. Messaging Usability-
Visual Voice
- Voicemail Pro and Embedded VM only
- Available on all large display phones
17. IP Office Applications 18. IP Office Voicemail Pro Not just
voicemail !
- Voicemail and Auto Attendant
- Nearly infinite capability
- Users mailboxes created automatically
- Included campaign manager for capturing alphanumeric and voice
responses
- Included capability for integrated messaging and
outcalling
- Support for IVR (database interaction)
- Support for Text to Speech (for IVR and email readback)
Campaign Manager 19. Voicemail Pro - Cascaded Out-calling
- Voicemail Pro can call specified telephone numbers, 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
- Improved Customer Service, never miss an important message
Doctor Office Doctors Phone VoiceMail Pro Important voiceMessage
left Doctor's Home Doctors Mobile/Cell phone Doctor on duty during
out of hours Public Network Patient rings Doctor on main number
during out of hours 20. Voice Applications - DID Routing Account
Manager Unrecognized CLI Recognized CLI Number Withheld New Sales
Voicemail 21.
- No special conferencing equipment required (up to 2 x 64 on
IP412)
- Ease of use (simply dial the DID number allocated to parties on
the the conference bridge)
- VoiceMail Pro adds PIN code check for security as well as
guidance prompts
Avaya IP Office Conferencing VoiceMail Pro New York Office Sales
Director PurchasingManager London Office Please enter your PIN code
Home Worker Mobile Worker Supplier ISDN T1 / E1 / IP 22. Call
Recording Usage COMPLIANCE
- Are there legal requirements for recordings?
BUSINESS EFFICIENCY AND DISPUTE MANAGEMENT
- Audit trail of verbal commitment
- Verbal contracts, reducing paperwork
CONTACT CENTER OPTIMIZATION
- Identification of good and bad practice calls
- Screen, data and selective recording often required
SECURITY ISSUES Identification/storage of threatening calls 23.
Mobility Manage your Availability
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- Twin your desktop phone with an external phone (mobile/cell or
home)
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- DDI/DID, transferred or internal calls
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- Key staff are more contactable
- Twinning of Appearance Keys
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- Receive line appearance, bridged appearance and coverage calls
on internal twinned phones
- Find Me personal auto-attendant
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- VoiceMail Pro reception/breakout enhancement
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- Press 0 for operator, 2 for colleague or 3 for mobile/cell
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- VPN capability for 4600 and 5600 series IP phones
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- Remote IP handsets can access IP Office over secureIPSec VPN
(no separate VPN gateway needed at theremote location)
VPN Gateway IP Hard Phone withVPN Client Software IP Office
Internet 24. Mobile Twinning
- Works with any external telephone
- Calls alert at both devices when office number is called
- Caller ID can be passed to external device (if allowed by the
Service Provider) to greet caller accordingly
- BLF shows Busy even if answered on Twinned external phone
- Follows IP Office call routing (e.g. voicemail) if call not
answered
Caller Mobile Twinning alertsuser while out-of-office Office
Phone 25. Management & Administration 26. Avaya IP Office
Manager
- Built-in validation & error-checking
- User Templates for quick programming
- User rights management ( set up user restrictions centrally -
phone & Phone Manager)
- CSV import/export of users, groups, directory, short codes
& licenses
- Can be set to use TLS for secure access
27. Access Security & Audit Trail
- IP Office username & password required for both system
configuration file upload & download (sent coded as hash not
clear text)
- No security details stored in system configuration file
- Audit trail collects Windows username, PC details, date/time
& highlights key changes
- Back-up capability by automatically saving last working
configurations under different filenames
28. IP Office Administration SMDR
- IP Office Station Message Detail Recording (SMDR) application
captures detailed information about incoming and outgoing voice and
data calls.
- The SMDR application receives thisdatavia the LAN. The
application creates a call logfile (SMDR.csv) which can be simply
exported to Microsoft Excel or processed by a 3rd party call logger
system for detailed reporting & analysis
29. System Status Application (SSA)
- New remote diagnostic tool
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- Allows most customer issues to be resolved without escalation
to Avaya
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- Reduce site visits (even supports 14.4kb/s dial up modem
links)
- Provides Real-time Call status information
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- Complements Monitor application
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- Provides real-time view of system resource (e.g. VCM or VM
ports)
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- Provides QoS info for IP trunks (SCN, H.323, SIP)
- Alarms, trunk utilisation and error histories
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- Alarms stored in IP Office (no need for local PC)
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- Event traces per call/trunk/extension
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- Complements SNMP & email alarms
- Play back previously recorded logs
Real-Time Alarms Historic Alarms 30. Making It Easy to
Collaborate & Share Information & Resources 31. IP Office
Voice Networking Small Community Networking (SCN)
- Hot desking across network (1)
Voice Networking between IP Office sites over IP links(using
Linked numbering plan)
- Centralized Voice Mail(using VoiceMail Pro)
- Dynamic Internal Users Directory
- Distributed Groups across network (1) (2)
Note 1: Requires Advanced Networking RFA licenseNote 2: CCC
cannot currently report on remote agents (use remote IP phones
instead) IP 32. SIP Trunking 33. 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)
SIPProvider(s) T1/E1/ ISDNProvider(s) AnalogProvider(s) SIP
phone (future) Digital phone (24xx/54xx/T3) Analog phone IP phone
(46xx/56xx/T3 IP) IP DECT IP Office acts as a SIP gateway 34. SIP
Trunking Benefits & Topologies
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- Reduces call costs and offers alternative to Analog/Digital
Trunks
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- Typically 20 to 30% cheaper tariffs than traditional
trunks
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- Can replace your T1/PRI or provides overflow/back up if
traditional trunks busy/fail
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- RTP relay minimises the use of VCM resources for SIP ->
IP
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- Offers Number Portability:
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- Keep your number when moving offices or get a local number to
attract customers
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- Future-proof your investment
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- Use SIP trunks whenever you want
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- Make SIP calls with non-SIP phones
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- Try and Buy SIP trial license available
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- IP Office supports all of the 4 most common network topologies
to overcome NAT traversal issues
35. IP Office 500 The Next Generation IP Office Platform 36. IP
Office 500 System Capacities Control unit Extension Capacity 32
Digital Station (DS) Ports 24 Analog Phone (PHONE) Ports 32 System
Extension Capacity 272 Digital (DS) Phones only 264 Analog Phones
only 272 IP Phones only272 Max IP500 Trunk Capacity 264 Analog
trunks (control unit / maximum) 16 / 144 BRI trunks 32 Universal
T1/PRI trunks 192 SIP trunks 128 Maximum voice compression
channels128 Messaging & Conferencing capacity Embedded
voicemail (common card with 406v2) 4 Voicemail Pro 30 Conferencing
64 37. Standard Edition versus Professional Edition 38. IP Office
500 Small Community Networking
- Small Community Networking
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- Standard Edition supportsVoice NetworkingandAdvanced
NetworkingLicenses
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- Professional Edition required on the central site running
centralized VoiceMail Pro
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- Saves US$1,000 list price per IP Office 500 remote site
IP Office 500 R4.1 ProfessionalEdition IP Office 500 R4.1
StandardEdition IP406v2 R4.1 VoiceMail Pro IP Network IP Network
39. Delivering Intelligent Communications to Small and Midsize
Businesses Avaya IP Office THANK YOU!