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IP Office Customer Presentation

IP Office Customer Presentation

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Ip Office Master Customer Presentation Ip Office Master Customer Presentation Presentation Transcript

  • Avaya IP Office Delivering Intelligent Communications to Small Businesses © 2007 Avaya Inc. All rights reserved. 1
  • Main Menu Introduction to IP Office IP Office Platform Models IP Office as a Voice Platform IP Office as a Messaging Solution IP Office as a Conferencing Solution IP Office Productivity Applications – Including Unified Communications IP Office Voice Networking IP Office as a Contact Center Platform IP Office Management & Administration © 2007 Avaya Inc. All rights reserved. 2
  • Introduction to IP Office © 2007 Avaya Inc. All rights reserved. 3 View slide
  • Agenda Avaya IP Office – a proven solution Benefits of Convergence IP Office - family overview IP Office - platform overview Ease of Management SIP for the Small Business Partnerships for the Small Business Summary © 2007 Avaya Inc. All rights reserved. 4 View slide
  • Avaya IP Office Serves Small Business Successfully A Proven Solution with Market Momentum 130,000 Systems shipped Millions of customers served worldwide Across all types of businesses “Twe lv e months ag o, we we re failing to ans we r any calls in le s s than 30 s e conds . Now, 89% are handle d in this time . Back in 2004, only 10% of all calls we re e v e n ans w e re d at all, now, we are unlucky if we los e e v e n 1% of calls . Toby Selix, CIO, Blood Diagnostics, Inc. © 2007 Avaya Inc. All rights reserved. 5
  • Major Vendor Positions through Calendar 2007 in Worldwide Business Communications Segments Metric Period Position Pct Position Pct Position Pct Position Pct Position Pct Telephony Enterprise Telephony [1] Revenues 2007 #1 20% #5 7% #4 10% #3 11% #2 16% Lines 2007 #2 11% #5 8% #3 10% #1 13% #4 10% IP Telephony [2] Revenues 2007 #1 24% #4 10% #2 24% #3 14% #5 9% Lines 2007 #2 20% #4 10% #1 22% #3 16% #5 9% Converged Telephony [2] Revenues 2007 #1 37% #3 16% #7 2% #2 16% #4 14% Applications* Contact Centers [3] Agents 2006 #1 40% #7 4% #4 8% #2 13% #9 3% Enterprise Messaging [5] Revenues 2006 #1 26% #6 5% #3 14% #2 24% N/A N/A Unified Messaging [6] Revenues 2006 #1 25% N/A N/A #3 19% #2 22% #5 7% Audio Conferencing [4] Revenues 2006 #1 30% N/A N/A #2 22% NA NA NA NA Services WW CPE Maintenance** [7] Revenues 2006 #3 6% #11 2% N/A N/A N/A N/A #5 3% Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007; [4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007 Leader Notes: * Applications results for Alcatel/Lucent contain only those specifically listed as such ** Includes Product Support and Professional Services of CPE; Siemens includes Communications and IT Solutions & Services divisions Synergy Research has revised Siemens’ current and historical line shipments, increasing total lines and shifting more to IP from TDM; the net effect of this revision is to lower IP Telephony market share for all other vendors. Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp © 2007 Avaya Inc. All rights reserved. 6
  • Growth through Acquisition and Partnership VPNet Technologies Tata Telecom Cyber IQ Systems Spectel Quintus Corporation Tenovis Route Science Expanets Nimcat Networks Vista Information Traverse Networks Technologies 2001 2002 2003 2004 2005 2006 2007 © 2007 Avaya Inc. All rights reserved. 7
  • Award-Winning Avaya IP Office Presented Avaya with 2003 Market Leadership Award for Total Asia Pacific iCRM January 2004 2006 2004 "CRM Excellence" Award 2007 2006 Best In Test, Ranked Avaya’s SMB April 2004 IP-PBX #1 overall February 2004 © 2007 Avaya Inc. All rights reserved. 2004 8
  • What Is IP Office? IP Office is a converged communications solution that uses IP telephony to deliver intelligent communications enabling you to … Reduce Improve Increase Customer costs Productivity Service Reduce travel, Provide consolidate callers with billing, retain valuable Work from labor poll and information anywhere more and access and be more to responsive information © 2007 Avaya Inc. All rights reserved. 9
  • Benefits of IP Telephony & Convergence IP offers new ways of working: – Integrating the phone into business systems – Home-workers, remote work staff – Virtual enterprise Reduced costs of ownership: – Single cabling infrastructure for voice & data – Single point of administration & remote maintenance via LAN, WAN or RAS – Multiple single-skilled support personnel replaced by single multi-skilled voice/data staff – Reduced moves/adds/changes via dynamic IP addressing Optimisation of ISDN & WAN leased lines: – One link to public network saves rental costs – Dynamic bandwidth allocation for voice & data – Reduced costs via VoIP – voice travels ‘‘free’’ on the data link © 2007 Avaya Inc. All rights reserved. 10
  • How Can You Take Advantage of Convergence? The Hard Way… The Easy Way… PBX H.323 Gateway Public Voice H.323 Gatekeeper PBX Network Data Hub / Switch WAN edge device Remote Access Server Data Hub DHCP Server Firewall Router Data Remote Access Server Internet Access Network H.323 DHCP Gatekeeper Server Firewall Internet Single solution to purchase & install Router Single management interface Single maintenance contract © 2007 Avaya Inc. All rights reserved. 11
  • The IP Office Family IP Office 412 Up to 360 extensions, 4 T1s, Analog Trunks and SIP Trunks IP Office 500 Up to 272 extensions, 8 T1s, Analog Trunks, and SIP Trunks © 2007 Avaya Inc. All rights reserved. 12
  • IP Office: A Solutions Platform Core Software Applications Key/Hybrid/PBX Unified Communications 2-360 Extensions Auto Attendant Internet Access Router Voice Messaging ISDN & Analog Trunks Unified Messaging LAN and Hub Switch Operator Positions Remote Access Server Contact Center Customer Management Firewall Conferencing H.323 Gateway & Call Recording Gatekeeper Call Accounting Internet Access Router Text-to-Speech VPN Support IP Telephony Computer Telephony IVR © 2007 Avaya Inc. All rights reserved. 13
  • IP Office: An Applications Platform Manager SoftConsole Queue Manager Phone Manager Unified Conferencing Messaging System Status VoiceMail Compact Contact Pro Center 14 © 2007 Avaya Inc. All rights reserved.
  • IP Office: A Voice Communications Solution Full telephony functionality Functions as a key system or IP PBX BRI, PRI, Analog, E1/T1, and SIP 2 to 360 extensions Analog, digital, IP and wireless telephones for on-site and remote staff VoiceMail Pro & Automated Attendant Hunt groups and automatic call distribution (ACD) Alternate call routing Standards-based networking Conference bridge--up to 64 parties simultaneously in many combinations ISDN Analog E1/T1 SIP © 2007 Avaya Inc. All rights reserved. 15
  • Application “Product Tours” Selected from the “Help” menu in the application As mouse moves over regions on screen, explanations appear – similar to Tool Tips Tours available for – Phone Manager – SoftConsole – VoiceMail Pro – Conferencing – Customer Management – Call Recording – Manager © 2007 Avaya Inc. All rights reserved. 16
  • IP Office Management & Administration Ease of use: Single Management interface for PBX, voicemail and data routing Intuitive Windows-based console On-line Tutorial Documentation Designed to minimize skill-set required reducing administration costs Centralized Management: One console can manage multiple sites Off-line & remote programming (LAN, WAN or via analog modem) Proactive SNMP polling for remote administration Forced back-up for disaster recovery Automated software recovery Audit Trail Password protected & User defined rights Remote feature activation © 2007 Avaya Inc. All rights reserved. 17
  • Reduce Calling Costs and Risk For Small Business Free site to site calls within a network - ‘on net’ Number portability and virtual numbers – – Move premises and still appear local! No need for SIP phone as IP Office acts as a SIP gateway – works with all digital, IP and analog telephones SIP Half the Price* Provider IP DECT 24-channel T1: IP phone ~$600-$700 T1/E1/ ISDN Provider Digital phone 24 SIP Trunks: ~$350 Analog Analog phone Provider Based on US Dollars © 2007 Avaya Inc. All rights reserved. 18
  • Extreme Networks Summit Solution Offers WAN SMB LAN SMB POE SMB POE Value Offer Value Offer Performance Offer Summit 200-24/48 Summit 300-24 Summit X450e-24p/48p 10/100 Ethernet switch 10/100 Ethernet switch 10/100/1000 Ethernet switch 24 & 48 port variants 24 port variant only 24 & 48 port variants No PoE Full PoE on every port Full PoE on every port Convergence grade hardware Based on Standard Extreme O/S Based on Advanced Extreme O/S UniStack™ stacking for Unified Access connectivity Advanced traffic management with management simplicity for integrated wired/wireless resiliency, comprehensive security & IP telephony Stacking UniStack™ stacking © 2007 Avaya Inc. All rights reserved. 19
  • Back to Main Menu IP Office Summary It’s a simple solution for any Small Business: – PBX, Key system, Internet access, voicemail And it has lots of added value: Data Hub Desktop Communications Networking transparency WAN edge device Solutions Audio Control Conferencing Remote Access Server Robust Messaging Remote worker solutions DHCP Server Conditions-based Auto CTI & ISV Developers Program Firewall Attendant IP Telephony Router Unified Messaging VoIP Gateway & Gatekeeper Internet access Personal Numbering VPN support RIP-2 protocol support Contact Center Internet ISP Analog Modem Mobile Phone Access Internet ISDN dial-up, Leased-line Network or xDSL Remote GSM, TDMA Server ISN, T1 CDMA Access Server WAN Remote Office ISDN Router Router ISDN TA Remote Office © 2007 Avaya Inc. All rights reserved. 20
  • IP Office Platform Models © 2007 Avaya Inc. All rights reserved. 21
  • Agenda IP Office 412 details IP Office 500 details Optional Hardware © 2007 Avaya Inc. All rights reserved. 22
  • IP Office 412 Detailed Technical Information • Up to 360 combined analog, digital, IP, and Wireless endpoint support (12 expansion modules) • Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP • Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc. • Conference bridge (Up to 2 x 64 parties) • 2 independent 10/100Mbps LAN ports (Layer 3) for Firewall separation 100 data channels • Integrated serial WAN port • Native VoIP: requires Voice Compression Module (up to 60 VoIP compression channels) External relay driver output Internal/External Music-On-Hold Hardware-based data compression Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec Remote Access Server © 2007 Avaya Inc. All rights reserved. 23
  • IP Office 500 Detailed Technical Information • Up to 272 combined analog, digital and IP endpoint support (8 expansion modules) • Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP • Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified Communications, etc. • 2 x 10/100Mbps LAN Switch ports (Layer 3) • 48 data channels Native VoIP: requires Voice Compression Module (up to 128 VoIP compression channels) External relay driver output Internal/External Music-On-Hold (supports 4 sources; 3 internal/1 external) Hardware-based and Software-based data compression Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec Remote Access Server © 2007 Avaya Inc. All rights reserved. 24
  • Ideal for Small Businesses Makes Both Capacity and Functionality Upgrades Easy Universal slot interface (4) Up to 8 expansion modules Smart Card for feature key LAN/WAN (Ethernet) Compact Flash (Embedded External External Music Messaging, Music Relay control on Hold On Hold) © 2007 Avaya Inc. All rights reserved. 25
  • Avaya IP Office 500 How Would You Like Yours? TAKE A LOOK UNDER THE HOOD Range of interface modules: Variety of Trunk ‘Daughter cards’ – Base cards Fit securely on top of a base card in • 8 Port Digital Station the same slot • 2 Port Phone Station Saves valuable real estate & cost • 8 Port Phone Station – 4 Port Analog Trunk Module • 32 Channel VCM Module – 2 or 4 Port BRI* • 64 Channel VCM Module (4 or 8 channels) • Secure ‘Smartcard’ for operation and Licensing © 2007 Avaya Inc. All rights reserved. *Not available in North America 26
  • Avaya IP Office 500 Start With What You Need… And easily add as you grow A range of expansion modules to add capacity as your business grows – Digital handsets, analog devices (faxes, modems etc), analog trunks © 2007 Avaya Inc. All rights reserved. 27
  • 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 Phones only 264 Analog Phones only 272 IP Phones only 272 Max IP500 Trunk Capacity 264 Analog trunks (control unit / maximum) 16 / 144 BRI trunks 32 T1/E1 trunks 192/240 SIP trunks 128 Maximum voice compression channels 128 Messaging & Conferencing capacity Embedded Voicemail 4 VoiceMail Pro 30 Conferencing 64 © 2007 Avaya Inc. All rights reserved. 28
  • Back to Main Menu IP Office Expansion Modules Detailed Information Analog Trunks 16 Loop/Ground Start (Ground Start available in US only) (includes 2 power fail circuits) Digital Station (DS) Avaya 2400 / 4400* / 5400 / 6400 series phones Analog Terminals Analog terminals / Fax / Modem Interfaces So8 ISDN terminals / Group 4 fax / Video WAN 3 3 WAN ports X.21 / V.35 / V.24 Note: WAN-3 does NOT use an expansion slot IP Office 412: up to 12 expansion modules IP Office 500: up to 8 expansion modules •Available in North America only © 2007 Avaya Inc. All rights reserved. 29
  • IP Office as a Voice Platform • Look More Professional • Integrate Applications © 2007 Avaya Inc. All rights reserved. 30
  • Agenda Intelligent voice communication solution IP telephony State-of-the-art telephones – Desktop – Wireless © 2007 Avaya Inc. All rights reserved. 31
  • It’s a Voice Communication Solution Full telephony functionality Functions as a key system or IP PBX PRI/T1/EI, BRI, analog trunks and SIP 2 to 360 extensions Analog, digital, IP and wireless endpoint support Unified Communications – Twinning — between desk phone and external device (i.e. mobile phone) with call control – Graphical User interface for making & receiving calls on mobile device through IP Office Voice Messaging options including Voicemail to Email, Email Reading, Fax Messaging Built in hunt group and automatic call distribution (ACD) Alternate call routing Standard based networking (VoIP & QSIG) Robust IP Office Networking Digital Terminal Conference bridge — up to 64 parties simultaneously in many combinations ISDN IP Analog Terminal Analog T1/EI IP BRI SIP Wireless SIP Terminal 32 © 2007 Avaya Inc. All rights reserved.
  • IP Telephony – LAN & WAN Avaya IP Office offers: – Integral H.323 Gatekeeper – Integral H.323 Gateway Avaya IP Office supports DiffServ to enable QoS over the WAN LAN Switch can set 802.1p on IP Office LAN ports Simplifies the deployment of new convergence technology IP Office is also compatible with industry standard layer 2/3 switches Also complementary to Avaya Secure Gateways for security Avaya IP Office + LAN Switch Avaya IP Office + LAN Switch IP Public or Private Network IP Phones IP Phones © 2007 Avaya Inc. All rights reserved. 33
  • Telephones At-A-Glance Avaya IP Office - Analog Telephone support Analog Telephones and Fax machines (industry standard) InterQuartz* Analog phones Avaya IP Office - Digital Telephone support Avaya 2400, 4400*, 5400, 6400 and T3* series Digital Telephones Avaya IP Office – IP Telephone Support Avaya 4600, 5600, and T3* series IP Telephones VPN Phones for remote workers Avaya IP Office – Screen phones Supports Phone Manager PC Softphone Avaya IP Office - ISDN Extension support Support for up to 8 BRI loops for video-conference, Group 4 fax or ISDN terminals Avaya IP Office – Wireless/DECT Telephone support Avaya 3616, 3641, and 3645 Wireless Telephones Avaya 3701/3711 IP DECT Telephones (EMEA & APAC); 3711* Avaya 3810* * Regional availability © 2007 Avaya Inc. All rights reserved. 34
  • Choice of Telephones Based on user profile research – “designed by and for users” Walk Up Everyday “I just walk up to a phone in a lobby, “I work with a number of communications alternatives, store or common area, and require and the phone is another tool on my desk that needs to a simple experience.” be straight-forward to use for everyday tasks.” • Examples: Customer, Visitor • Examples: Engineer, Accountant Executive Receptionist/ Assistant I am constantly on the phone, often handling “I answer phones and manage calls for many multiple calls, must always be connected and am people as a significant part of my job, and often mobile. Rich, yet easy to use, communications need to be fast and efficient in connecting the capabilities are essential to me.” right callers to the right people.” • Examples: Sales Executive, Banker, Lawyer, Project • Examples: Executive Assistant, Receptionist leader © 2007 Avaya Inc. All rights reserved. 35
  • Walk Up Profile “I just walk up to a phone in a lobby, store or common area, and require a simple experience.” • Examples: Customer, Visitor Ideal for common areas as well as everyday users – Lobby, break rooms, warehouse, drop-in cubicles Display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, and more! Telephone models include: Hearing aid compatible • 2402 Wall mountable • 5402 • 4602 Ideal for use with Phone Manager for very basic Everyday profile • 5602 • T3 Compact* * Regional availability © 2007 Avaya Inc. All rights reserved. 36
  • Everyday Profile “I work with a number of communication devices, and the phone is another tool on my desk that needs to be straight-forward to use for everyday tasks.” • Examples: Engineer, Accountant For the casual telephone user with basic telephony needs – Office clerk, sales person, for small office or cubicle, retail location Larger display with common fixed feature keys including Hold, Transfer, Conference, Message Waiting indicator, Volume, Hearing aid compatible and more! Two-way speakerphone Telephone models include: Speed Dial and Call Log • 2410 Headset support • 5410 • 4610 Wall mountable • 5610 • T3 Classic* * Regional availability © 2007 Avaya Inc. All rights reserved. 37
  • Executive Profile I am constantly on the phone, often handling multiple calls, must always be connected and am often mobile. Rich, yet easy to use, communications capabilities are essential to me.” • Examples: Sales Executive, Banker, Lawyer, Project leader Ideal for the executive user with high calling volumes Largest display, including backlit models for improved contrast Telephone models include: Color display model available • 2420 Additional programmable buttons, • 5420 greater number of speed dials • 4621 and call log entries • 4625 • 5621 IP phones web browser capable • T3 Comfort* * Regional availability © 2007 Avaya Inc. All rights reserved. 38
  • Receptionist/ Assistant Profile “I answer phones and manage calls for many people as a significant part of my job, and need to be fast and efficient in connecting the right callers to the right people.” • Examples: Executive Assistant, Receptionist Designed for receptionists, executive assistant or department manager Largest display, including backlit options for improved contrast Color display model available Easy “one touch” access to many capabilities for efficient call handling Telephone models include: • 2420 with EU24 Expansion Module support for quick, at-a-glance status information • 5420 with EU24 • 4621 with EU24 BL Headset support • 4625 with EU24 BL • 5621 with EU24 BL • T3 Comfort with DSS* * Regional availability © 2007 Avaya Inc. All rights reserved. 39
  • Investment Protection 2400, 4400, 4600, 6400, and T3 Series All the features you need for efficient communications 2420 Digital Telephone 2400, 6400, & 4600 Series compatible with 4620 IP Telephone – Avaya Communication Manager – MultiVantage systems EU24: Expansion 4400 Series are compatible with module for 2420 & 4620 MERLIN MAGIX® systems T3 Series are compatible with 4406D+ Integral 5 Digital Telephone 6424D+M Digital Telephone © 2007 Avaya Inc. All rights reserved. 40
  • Avaya IP Office Wireless / WiFi / DECT Options Wireless Hardphone Options – Avaya 3616, 3641, and 3645 wireless telephones (global) – Avaya 3701 and 3711 IP DECT phones (EMEA & APAC); 3711 (N. America) – Avaya 3810 wireless telephone (US only) – The functionality of a deskphone in a wireless handset – Multi-line access, Caller ID, Hold, Message waiting notification – Keeps you connected all over your premises—where even cell phones won’t – Attach a headset to the handset and enjoy hands-free mobility Avaya Wireless Softphone Solution Provides functionality of a desktop phone without wires or need for a separate telephone Avaya Wireless IP Deskset Using a D-Link Wi-Fi access point in conjunction with an Avaya IP desk phone Ideal in areas where wiring is difficult (i.e. warehouses) © 2007 Avaya Inc. All rights reserved. 41
  • Avaya one-X™ Mobile Client for Small Business Make & Receive calls through IP Office 500 and your compatible mobile device providing – Call Control – Cost Savings Available with – Symbian Single Mode Version 4.0 – Windows Mobile Version 5.0 – Windows Mobile Version 6.0 © 2007 Avaya Inc. All rights reserved. 42
  • Mobile Without Avaya one-X Mobile Client = International Mobile Call With Avaya one-X Mobile Client = Local Call IP Call © 2007 Avaya Inc. All rights reserved. 43
  • IP DECT with IP Office Extension Twinning Ethernet WAN IP DECT IP RFP Handover Mobility Management Illuminated Graphic Display Light Weight (140 gr.) Loudspeaker for hands free Roaming between Name Directory Offices Redial List Caller List DECT 3701/ 3711 Phone Ringer Melodies Multiple Languages © 2007 Avaya Inc. All rights reserved. 44
  • Back to Main Menu Analog Phone for Hotels InterQuartz Voyager 9281 Designed to meet the needs of the hotel market A modem port for laptop connection 10 non-volatile memories for personalised hotel facility direct dial access, i.e. reception, health centre, garage, room service, etc. – Facilities can be identified by the use of icons printed onto the specially designed paper, which is protected by a see- Voyager 9281 through plastic overlay – There is also ample space for own branding to help ensure a truly corporate look for the telephone Message Waiting Indication Programmable feature keys QoS enabled A choice of powering methods Compatible with Microsoft NetMeeting® collaboration software © 2007 Avaya Inc. All rights reserved. 45
  • IP Office as a Messaging Solution • Improve Customer Satisfaction • Work From Anywhere © 2007 Avaya Inc. All rights reserved. 46
  • Agenda Messaging options Messaging & Mobility Messaging & Customer Service Message Management – Voicemail to Email – Email reading – Respond to Email – Fax messaging – Unified Messaging Service Networked Messaging © 2007 Avaya Inc. All rights reserved. 47
  • IP Office Messaging Options Embedded Voicemail – Available for IP Office 500 system – Voicemail to Email presentation, Visual Voice, & more! VoiceMail Lite Embedded Voicemail – PC-based software solution VoiceMail Pro – PC-based scalable messaging solution – Robust Automated Attendant – Built-in Call Recording – Voicemail to Email presentation – Provides for advanced applications • IVR VoiceMail Pro • Text-to-Speech, including email reading • Unified Messaging © 2007 Avaya Inc. All rights reserved. 48
  • IP Office Messaging Options Networked Voicemail Systems – Network Avaya voicemail systems into a single virtual system Centralized Voicemail – Utilize a single voicemail system to service multiple sites – IP Office Small Community Network using Avaya VoiceMail Pro – Mixed IP Office and Communication Manager network using INTUITY™ AUDIX® or Modular Messaging IP VoiceMail Pro © 2007 Avaya Inc. All rights reserved. 49
  • Embedded Voicemail Embedded Voicemail 4 ports & 15 hours storage Visual Voice Simple Announcements Sub-menus within Automated Attendant Message Forwarding with Pre-Pending Call-Back Sender (Caller ID required) Fast Forward, Rewind & Skip 3 Voicemail Reception Destinations (Personal Attendant) Fax Tone Detection & Routing Voicemail to Email presentation © 2007 Avaya Inc. All rights reserved. 50
  • Simplifying Message Handling Visual Voice Context sensitive keys – Guides the user through the voice ‘menus’ – Minimizes training – Available on all large screen phones © 2007 Avaya Inc. All rights reserved. 51
  • VoiceMail Pro Standard Capabilities Scalable to 30 ports Flexible Multi-level Automated Attendant Personal numbering with remote control Multiple personal greetings Personal distribution lists Sophisticated call queuing – Estimated Time to Answer and Position in Queue – Remote Queuing for distributed groups Multiple language support Cascaded Out Calling Visual Voice © 2007 Avaya Inc. All rights reserved. 52
  • VoiceMail Pro Automated Attendant Offers back-up to human operators during high traffic or out-of-hours Dial by name: Dial the extension/department they require by their name Dial by number: Dial the extension/department they require by their extension number Listen to announcements or informational messages (e.g. opening hours,directions) Easy to set up intuitive Windows interface (import / export) © 2007 Avaya Inc. All rights reserved. 53
  • VoiceMail Pro …Much More Than Voicemail Customer Service Messaging & Mobility Campaign Manager Automated Attendant Call Recording Unified Messaging - Synchronization of emails & voicemails Contact Store - Search & Replay Fax Messaging & Avaya IP Office of Recordings forwarding VoiceMail Pro Text-to-Speech Email Reading - Text To Speech Interactive Voice Response Networked Messaging - Forward voicemails to external systems Centralized Voicemail © 2007 Avaya Inc. All rights reserved. 54
  • VoiceMail Pro Always In Touch With Your Customer SMS alert on your GSM Incoming Call VoiceMail Pro ISDN Email alert/message on the road VoiceMail Pro answers the call on no answer Email alert/message at home In the Office: • Choices of voicemail notifications (Phone Manager, LED, • LED on your terminal email or SMS) means you never miss important voicemail • Alert on Phone Manager wherever you may be • Email within Outlook • Email synchronization with Unified Messaging Service • VoiceMail Pro also offers an INTUITY® user interface for customers who are used to DEFINITY® VoiceMail— supports mailbox control via Phone Manager © 2007 Avaya Inc. All rights reserved. 55
  • Unified Messaging Service New Messages Priority Messages ! Read Messages Unified Messaging Service – Synchronization with IMAP4 clients (e.g. Outlook, Outlook Express) – New messages populated in a new Inbox created for the IMAP Client. – Messages are synchronised and will remove the telephone message waiting light when opened © 2007 Avaya Inc. All rights reserved. 56
  • Unified Messaging Service Web Browser access to Voice Messages Unified Messaging Service – Specific features available when message selected – Saved messages have disk Icon – Click on the Message to Listen via Phone or Windows Media Player Fax Messaging – External fax server via analog modems or basic rate ISDN – Automatic fax detection and routing – Alternatively fax messaging service hosted by ISP © 2007 Avaya Inc. All rights reserved. 57
  • Enhance Employee Productivity IP Office VoiceMail Pro – “Listen To Email” Email Header • SMS alert on Information: Incoming Call your GSM • Press 0 to listen • Listen To Email • Press # for next VoiceMail Pro message • Press *3 to delete Network Network Email alert/message on the road VoiceMail Pro Email alert or answers the message at home call on no answer In the Office: • LED on your Phone Key Business • Alert on Phone Manager • Email within Outlook Benefits Important messages receive prompt attention Choice of voicemail notifications Increased Reply to email with voice message employee productivity Increased mobility © 2007 Avaya Inc. All rights reserved. 58
  • Back to Main Menu Networked Messaging Between VoiceMail Pro systems, users can – record & send voicemails – listen & forward voicemails Also enables message transfer to other Avaya messaging platforms through Avaya Interchange®/S3210/S3400 Key Business Avaya IP Office Avaya IP Office Benefits Easy implementation Public or and integration with Private Network existing messaging platforms Improved handling of calls with customers and suppliers Leaves Increased employee message productivity for ext. 3000 Ext. 3000 IP Office Ext. 2000 IP Office VoiceMail Pro VoiceMail Pro Server Server © 2007 Avaya Inc. All rights reserved. 59
  • IP Office as a Conferencing Solution • Host Conferences © 2007 Avaya Inc. All rights reserved. 60
  • Agenda IP Office Conferencing Secure audio conference calls Reduce – even eliminate – conference services – Scheduler – Web Client • View • Chat • Vote • Whisper © 2007 Avaya Inc. All rights reserved. 61
  • IP Office Conferencing London Office Please enter your PIN code Purchasing Manager VoiceMail Pro ISDN New York Office T1 / E1 / IP Supplier Home Sales Director Worker Mobile Worker No special conferencing equipment required (up to 2 x 64 parties on IP Office 412) Ease of use (simply dial the DID number allocated to parties on the conference bridge) VoiceMail Pro provides PIN code check for security as well as guidance prompts © 2007 Avaya Inc. All rights reserved. 62
  • Easy Call Set-up & Control for Conferences VoiceMail Pro complements conference bridge on IP Office by adding: – Guidance prompts to inform callers (e.g. select a conference from a menu) – PIN codes for security – Option to transfer to the Operator (should the caller encounter difficulties) – Routing calls to conference based on Time & Date – CLI/ANI checking for advanced security – Recording of conference calls for replay or absent participants (as WAV files) © 2007 Avaya Inc. All rights reserved. 63
  • Conferencing Center • Web-based Reservations* • Email Confirmation* Soft Console Web Browser • Voting* Real time Real time • Presentation area* conference conference supervision supervision and control and control • Guidance • PIN codes Conferencing Center: VoiceMail Pro Management through Scheduler • schedule conferences for a future date and time IP Office • notifications sent via email • IP Office 412 = 2x64 Party Audio control for the Host • IP Office 500 = 64 Party Public/Private • Speak & Listen privileges TDM/FR/IP • Listen only • Modify privilege during conference Host can push presentation to Participants’ desktop Benefits SoftConsole ability to set up an Ad Hoc Increased employee productivity Conference Improved handling of calls with suppliers pointing and clicking BLF names and customers phoning external delegates © 2007 Avaya Inc. All rights reserved. 64
  • Documents viewed after Upload using convenient convert tool Host can modify participant status to “Listen only” or “Speak Web chat & voting & Listen” communication with conference host © 2007 Avaya Inc. All rights reserved. 65
  • Back to Main Menu Conferencing Center Web Scheduling and Address Book Easy Conference set up with intuitive Scheduler interface Save Conference Templates to reduce time when booking recurrent conferences Local address book – Internal contacts – External Contacts (external users on IP Office system directory) – My Contacts (personal contacts for regular used participants) © 2007 Avaya Inc. All rights reserved. 66
  • IP Office Productivity Applications • Work From Anywhere • Connect Faster • Improve Customer Service • Control Costs • Improve Employee Work/Life Balance © 2007 Avaya Inc. All rights reserved. 67
  • Agenda Unified Communications for Small Business Desktop communications solutions for staff – Phone Manager Lite – Phone Manager Pro – Phone Manager PC Softphone Desktop communications solutions for Receptionists & Operators – SoftConsole © 2007 Avaya Inc. All rights reserved. 68
  • Your Business Challenges Keeping Productivity Cutting High Expenses Ensuring Recruiting & Retaining Responsiveness The Right People © 2007 Avaya Inc. All rights reserved. 69
  • Did You Know? Facts About Productivity, Savings and Employee Loyalty Flexible Work Real Estate Employee Loyalty Arrangements Costs & Morale Businesses lose $2K/year Remote workers save Flexible schedules ranks per employee when they businesses an average of higher than compensation feel obligated to be in $5K/year in facilities costs for most employees office Full-Time Commuting Hurts Environmental Teleworkers Productivity Impact Remote workers save Average daily commute of Working home one day a $2.5–$11K per year; up to 40-minutes equates to week saves 78 gallons of $16K in salary per year eight working weeks/year gas per year © 2007 Avaya Inc. All rights reserved. 70
  • What is Unified Communications? Be reached anytime, anywhere you want to be reached Communicate using the most appropriate device Boost productivity, efficiency, customer service © 2007 Avaya Inc. All rights reserved. 71
  • Unified Communications (UC) For Small Business A Unique and Powerful Solution that… Delivers Real-Time Responsiveness Help Ensure Non-Stop Productivity Enables Full-Time Telework © 2007 Avaya Inc. All rights reserved. 72
  • Delivers Real-Time Responsiveness to Employees & Customers, Wherever They Are Out of the Office Doesn’t Have to Mean Out of Touch Missed calls, phone tag, voice mail • Employees receive all calls at their desktop and mobile phone simultaneously Slow decision-making, • Easier for customers to reach frustrated customers key employees with just one number to call Missed transactions, • Customer satisfaction & lost revenue loyalty increases • Deals close faster to improve win rate © 2007 Avaya Inc. All rights reserved. 73
  • Real Time Responsiveness Reduce risk of missed calls & lost revenue When your desk phone rings, so does your mobile phone Transfer from mobile to office phone and not drop the call Reduce mobile phone charges and leverage IP Office features Single place to pick up all voice messages © 2007 Avaya Inc. All rights reserved. 74
  • Mobile Twinning Works with any external telephone (e.g. cell/mobile phone, home phone, etc) 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 Mobile Twinning alerts user while out-of-office Office Phone Benefits Keep employees in touch even when they’re away from their desk Caller Offers ONE number approach for easy contact anywhere, anytime Reduce costs by leveraging your existing mobile infrastructure © 2007 Avaya Inc. All rights reserved. 75
  • Mobile Twinning Works with any external telephone (e.g., cell/mobile phone, home phone) 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 User answers call Follows IP Office call routing (e.g. voicemail) on his Mobile/Cell phone if call not answered Office Phone shows Busy for user Benefits Keep employees in touch even when they’re away from their desk Caller Offers ONE number approach for easy contact anywhere anytime Reduce costs by leveraging your existing mobile infrastructure © 2007 Avaya Inc. All rights reserved. 76
  • Mobile Twinning Works with any external telephone (e.g. cell/mobile phone, home phone, etc) Calls alert at both devices when office number is called User can retrieve Caller ID can be passed to external device (if allowed twinned call by by the Service Provider) to greet caller accordingly pressing key on office BLF shows Busy even if answered on Twinned phone to save call external phone costs & access IP Follows IP Office call routing (e.g. voicemail) Office features if call not answered User picks up twinned call on his Office phone Benefits Keep employees in touch even when they’re away from their desk Caller Offers ONE number approach for easy contact anywhere anytime Reduce costs by leveraging your existing mobile infrastructure © 2007 Avaya Inc. All rights reserved. 77
  • Mobile Call Control If answered on remote device, the user can – Place caller on hold IP Office 500 – Transfer caller to another extension ISDN or SIP trunks – Toggle between calls – Set up conference calls – Call Record (with VoiceMail Pro) Benefits Call control on the mobile device Improved customer service and collaboration Caller © 2007 Avaya Inc. All rights reserved. 78
  • Helps Ensure Non-Stop Productivity Even When Employees Can’t Get Into The Office Anything Can Happen Be Prepared When It Does Severe weather, storms • Employees communicate when they can’t get into the office, increasing productivity Everyday life (minor illnesses & emergencies) • Home or mobile phone, PC & Internet connection is all that’s needed Feeling pressure to • Improves customer service return to work and employee morale • Reduces stress, positive impact on environment © 2007 Avaya Inc. All rights reserved. 79
  • Ensure Non-Stop Productivity Be prepared for the unexpected Intuitive PC user interface provides full call control from any phone on site or remotely: – Make and receive calls – Transfer, forward, hold – Conference calls – Speed dialing – Call history – Presence © 2007 Avaya Inc. All rights reserved. 80
  • Information at your Fingertips Phone Manager Pro Separated tabs Multiple speed-dial/BLF icons for In, Out and Screen-pop of contact management Missed calls applications (e.g., Microsoft™ Outlook) VoiceMail Pro message control Queue monitoring of 2 groups Simple Incoming call scripting (useful for informal call centres) Time on call 19 languages on individual user basis Personal directory Distinctive ringing (via WAV file) Dialing from contact records Increased Speed- dial / BLF capacity Simple creation of contact records (add to Personal Directory, Microsoft Outlook) Compact Mode © 2007 Avaya Inc. All rights reserved. 81
  • Personal Numbering, Out Calling, and Message Management Phone Manager Pro When using VoiceMail Pro, Phone Manager Pro offers the following added benefits: – Personal Numbering allows you to change your divert settings remotely – Set & modify Out Calling settings – VoiceMail Pro mailbox control – Listen, rewind, fast-forward, save, delete… © 2007 Avaya Inc. All rights reserved. 82
  • Screen-Pop to Microsoft Outlook, Goldmine and Maximizer Phone Manager Pro Integration with email servers: – Screen-pop of contact based on incoming number (Business, Home, Mobile, etc…) – Simple creation of contact records (simply right-click in the Phone Manager Pro call history to add number) – Dial from email contact records Directory in Phone Manager also allows: – Name matching with CLI number – Distinctive ringing (via WAV file) – Simple incoming call scripting (useful for informal call centers) © 2007 Avaya Inc. All rights reserved. 83
  • Enables Full-Time Telework so Employees Communicate Like They’re in the Office Think Outside the Home calling expenses Cubicle are rising • Flexibility to employ the most qualified workers wherever Expanding workforce they are located means larger office space • Avoid office moves / expansions and save Qualified labor pool is • Boost loyalty and morale with limited in local area a flexible, productive work environment • Keeps home calling expenses in check © 2007 Avaya Inc. All rights reserved. 84
  • Employ Qualified Home Workers VPN phones improve communications, cut costs Provides home workers with same functionality as workers in the office Save on residential calling costs; reduce/eliminate reimbursements Avaya IP Phone with VPN Software at Monitor and track calls and productivity remote location of remote workers No remote VPN device required Expands full-time & seasonal labor pool to virtually any geographic location © 2007 Avaya Inc. All rights reserved. 85
  • Unified Communications ‘A Closer Look’ Mobile Part-Time Full-Time Employees Teleworking Teleworking No VPN device Mobility & Call VPN Phone Telecommuter Mode needed at Control remote site. Only cable/modem Household provided by Router ISP. Household Easy set-up! Router INTERNET PSTN Application Notes & Tech Tips available for many popular VPN Gateways © 2007 Avaya Inc. All rights reserved. 86
  • Why You Need To Consider Unified Communications Ensure Reduce Costs Keep Them Non-Stop Retain & Recruit Talent Connected Productivity from Anywhere Wherever They Are • Ensure all • Full-time • Mobile employees employees can turn telecommuters can will get their calls their home phone have a secure home instantly bridged into their office office solution by from the desk to phone whenever adding a VPN cellular for instant they cannot phone* responsiveness physically get to the • When location office. Storms or doesn’t matter, illness don’t get in access to talent the way of making moves from zip business happen. code to globe. * For full time telecommuters, just purchase the phone and, along with one of our recommended routers at your main office, the home worker is ready to go. Estimated ROI in six months time. © 2007 Avaya Inc. All rights reserved. 87
  • Desktop Communications Solutions Simplifying access to communications via PC-based interfaces – Phone Manager Lite – Phone Manager Pro – SoftConsole © 2007 Avaya Inc. All rights reserved. 88
  • Phone Manager Lite Included for ALL users FREE! Personal productivity tool Control your analog, digital or IP phone from your PC Conference, call recording, account CLI/name display codes… (whatever terminal you’re using!) Call history (incoming and outgoing): just double-click to call back Busy Lamp Field: Know at a glance who is available within your team (Max. 15) Speed dials: Call from your PC via a single click! © 2007 Avaya Inc. All rights reserved. 89
  • Phone Manager Integration with Microsoft Live Communications Server (LCS) – View users presence as well as phone status for internal users – Send Instant Messages Single speed-dial icon for Users – Internal User – Work phone – Mobile/cell phone – Home phone © 2007 Avaya Inc. All rights reserved. 90
  • Back to Main Menu SoftConsole for Attendants & Operators Intuitive flexible interface Ability to maintain visibility of: – Calls waiting – Calls holding/parking – Available resources per business function – Centralized Operator/Attendant Ability to perform minor system administrative functions (e.g., change group status, change divert settings) Works with analog, digital, and IP telephones © 2007 Avaya Inc. All rights reserved. 91
  • IP Office Voice Networking • Connect All Sites © 2007 Avaya Inc. All rights reserved. 92
  • Agenda IP Office networking overview Small Community Networking © 2007 Avaya Inc. All rights reserved. 93
  • IP Office Networking Voice & Data Networking over IP Trunks VPN IP/VoIP Frame Relay ISDN VoIP over data reduces costs VoIP over Frame also supported (PPP or RFC1490) Voice Compression for bandwidth efficiency- standards based G.723.1 Fall-back using ISDN (6.3k) /G.729a (8k) Bandwidth on demand Data compression Overflow to ISDN IP VPN support with IPSec or L2TP © 2007 Avaya Inc. All rights reserved. 94
  • Small Community Networking IP Small Community Networking between IP Office sites Desk-to-desk dialing Call Paging Absent Text Message Call Pick-up Anti-Tromboning Call Back when Free Busy Lamp Field Camp-on Call Hold Conference Call Transfer Centralized Voice Mail (using VoiceMail Pro) Call Forward Dynamic Internal Users Directory Hot Desking across network Distributed Groups across network Benefits – Improved Business Efficiency Improved inter-site communications & user productivity Improved mobility and customer service © 2007 Avaya Inc. All rights reserved. 95
  • Seamlessly Expand Your Business IP 3 digit desk to desk dialing View your colleagues status – wherever they are Distribute calls across the network, distributed groups Long Distance toll savings Effortlessly roam site to site – – Wirelessly or with ‘Hot Desking’ © 2007 Avaya Inc. All rights reserved. 96
  • Enable Greater Mobility Across Sites Multi-site Hot Desking – Workers (consultants, lawyers, managers, etc.) have the same features or restrictions (e.g. international calls) in any office – Simply log in to any phone, number and voice messages follow wherever they are. – Differentiator: Available on digital, analog and IP phones Multi-site Hunt Groups – Member across the network in one easy to manage hunt group ISDN in EMEA – Makes it easy for customers who have traditional ISDN systems to migrate to IP Office: • Advice of Charge increases end user cost controls; Call Completion to Busy Subscriber increases end user productivity; Malicious Call Identification enhances safety and security; Partial Rerouting optimizes trunk utilization Up to 500 users across 16 IP Office sites IP © 2007 Avaya Inc. All rights reserved. 97
  • Small Community Networking Paging and Busy Lamp Field Over the Network Call for Mr New York Office Smith from ABC Seattle Office company IP Network Call for Mr Smith Operator from ABC Mr. Smith is company busy on a call, would you like me to page him? The Operator can see the status of Mr. Smith’s extension wherever he is on the IP Office network, London Office inform the caller and page him if required © 2007 Avaya Inc. All rights reserved. 98
  • Multiple Small Community Networks Node 1 QSIG Node 2 or H.323 IP IP Networking Features Between Small Community Networks (SCN) Basic Call Setup Call Hold Call Transfer Calling/Connected Line ID Calling/Connected Name © 2007 Avaya Inc. All rights reserved. 99
  • Management of Small Community Network Across the WAN Remote dial up DameWare or other customer provided application (e.g. PC Anywhere, Web Ex) Centralized back up and restore Templates for user profiles Proactive SNMP polling and alarms Remote Feature Activation via license keys “Dynamic Internal Directory” negates the need for programming remote users Sydney WAN Miami or PSTN New York San Diego © 2007 Avaya Inc. All rights reserved. 100
  • Voice Networking H.323 and QSIG Offers Interoperability QSIG signaling over E1/T1 delivers: – Standards-based interoperability – Desk-to-desk dialing – Feature transparency IP Trunks H.323 signaling over IP delivers: – Standards-based interoperability T1 / E1 leased line – Desk-to-desk dialing Avaya IP Office – Feature transparency H.323 QSIG “Community QSIG Networking” Avaya Communication Avaya IP Office Manager H.323 H.323 IP Network “Community QSIG over IP Networking’’ H.323 QSIG IPNC QSIG Avaya INDeX © 2007 Avaya Inc. All rights reserved. 101
  • Voice Networking H.323 and QSIG offers Interoperability VoIP over H.323 / QSIG over E1/T1 / Standards Based TDM – Desk-to-Desk dialing – Calling / Connected Party Number – Calling / Connected Name Presentation – Call Hold – Call Transfer E1/T1/IP Network Traditional PBX supporting QSIG H.323-compliant IP PBX © 2007 Avaya Inc. All rights reserved. 102
  • Voice Networking IP Office Interoperability with Avaya-Tenovis Integral 55* QSIG over PRI or IP trunk Supported features – Simple Telephony Call/Basic Call ETS300 171/172 – Circuit Switched Data Call/Basic Call ETS300 171/172 – Called/Calling Line ID Presentation ETS300 173 Avaya- Tenovis – Called/Calling Name Presentation ETS300 237/238 Integral 55 – Message Waiting EN301 260/255 – Transfer ETS300 260/261 IP Network * Regional Availability © 2007 Avaya Inc. All rights reserved. 103
  • Voice Networking Centralized messaging with Avaya INTUITY™ AUDIX® on Central PBX Avaya Communication Manager with INTUITY AUDIX voice mail networking (using C-LAN connection) No VoiceMail Pro on IP Office INTUITY AUDIX picks Incoming up the call on no Call answer Avaya DEFINITY®/ MultiVantage® Avaya IP Office with INTUITY QSIG over E1/T1 E1/T1 leased line AUDIX (IP or QSIG over IP or IP Network connection) C-LAN At your desk: • Message waiting indication on your phone • Message waiting indication on Phone Manager • Text message on analog CLI display phones © 2007 Avaya Inc. All rights reserved. 104
  • Back to Main Menu Voice Networking Centralized messaging with Modular Messaging on Central PBX Avaya Communication Manager with Modular Messaging (using C-LAN connection) No VoiceMail Pro on IP Office Modular Messaging Incoming picks up the call on Call no answer Avaya Avaya IP Office QSIG over E1/T1 E1/T1 leased line Communication or QSIG over IP or IP Network Manager C-LAN with Modular Messaging (IP connection) At your desk : • Message waiting indication on your phone • Message waiting indication on Phone Manager • Text message on analog CLI display phones © 2007 Avaya Inc. All rights reserved. 105
  • IP Office as a Contact Center Platform • Measure Customer Support • Integrate Applications © 2007 Avaya Inc. All rights reserved. 106
  • Agenda IP Office Contact Center overview Compact Contact Center IP Office Phone Manager IP Office VoiceMail Pro IP Office CTI capabilities Avaya MS-CRM integration © 2007 Avaya Inc. All rights reserved. 107
  • Contact Center Offer Compact Contact VoiceMail Center Pro Real-time view Advanced VoiceMail Phone CTI Link Unified Messaging Manager Pro ACD Historical reports Lite / Pro (Phone Routing Auto Attendant (CTI Lite Fixed Wallboards Manager Lite (built-in to Recording Services included with PC Wallboards included every IP IP Office Campaign Manager with IP Office Office) FREE) FREE) Queue Management Compact Business Embedded Voicemail Center VoiceMail Lite 4 Music on Hold sources Customizable by line dialed or group destination Ideal for advertising special promotions & information The IP Office Customer Service Solution © 2007 Avaya Inc. All rights reserved. 108
  • Compact Contact Center Advanced Call Distribution Management by Exception Real-Time Agent Management Wallboard Management Queue Management Real-Time Tracking & Analysis PC Wallboards Standard Report Templates Real-Time System Management Campaign Manager IVR Queue Management & Recording © 2007 Avaya Inc. All rights reserved. 109
  • Compact Contact Center Calls are distributed fairly amongst all agents Agents can be members of multiple groups Agents can be located at another site in Small Community Network – E.g., Sales and Customer Service Internet Caller Compact Contact Center Server IP, Public or Rack PC Private Network Avaya IP Phone Office Caller IP Phone Remote IP Agent Phone Agent © 2007 Avaya Inc. All rights reserved. 110
  • Compact Contact Center Management by Exception Team leaders are notified when their attention is required Normal – Caution - Critical Alarm levels You have more than 3 calls waiting The longest waiting call exceeds 30 seconds The percent or calls answered has dropped below 80% Real-time Performance Information View performance of individuals, teams and the entire business as a whole © 2007 Avaya Inc. All rights reserved. 111
  • Call Center View: Real-Time Supervisor Information Management of individuals Management of queues All managed by exception Management of teams Management of callbacks © 2007 Avaya Inc. All rights reserved. 112
  • Reporter: Historical Management Information A set of 70 “management-ready” reports Detailed data stored – Audit trail allowing investigation of any contact Report scheduling – Automatic report generation to printer or file Integrated reporting – Reporting on complete caller experience including voice processing and comfort messaging Customized, exportable reports – Designer module available to support tailored customer reporting – Post reports onto a Web site or send them by email via HTML © 2007 Avaya Inc. All rights reserved. 113
  • PC Wallboards: Real-Time Staff Information Simple communication with staff Wizard driven message creation Messages automatically generated by IP Office See how many calls and emails are waiting PC Wallboards Only $ 10,000 to hit quota… Good Luck Everyone! © 2007 Avaya Inc. All rights reserved. 114
  • Agent-enabled interface Phone Manager Pro Select Busy Not Group Login Available Busy Wrap-Up © 2007 Avaya Inc. All rights reserved. 115
  • Simple Scripting Phone Manager Pro Based upon incoming caller identification Agent is reminded – To greet caller with special welcome – Of promotional information to discuss with customer – Of background information about the specific customer © 2007 Avaya Inc. All rights reserved. 116
  • Queue Monitoring Phone Manager Pro Queue Monitor Graphical and real-time Value information for agents, supervisors, and company principals Up to 2 queues monitored – Customer Service – Sales – Helpdesk – Billing © 2007 Avaya Inc. All rights reserved. 117
  • VoiceMail Pro – Call Queuing Advanced Call queuing informing callers with their Queue Position and their Estimated Time to Answer (ETA) Off-load agents work through Campaign Manager Complex scenarios can easily be set up through intuitive Windows Interface Voice Recording for emergency or training purposes – Automatically based on CLI, dialled number, agent,… – Manually activated by the agent (via short-code or soft-key) Avaya IP Office Public Network Phone Call priority Caller tagging for Welcome to Avaya, callers within You’re 3rd in the sales call will be your queues queue and youranswered shortly call IP Office will be answered in 30 Voicemail s Pro Server © 2007 Avaya Inc. All rights reserved. 118
  • VoiceMail Pro – Campaigns Campaign Manager allows the capture of standard information (such as brochures requests) in both spoken (voice) and/or via the keypad (DTMF) Agents can then transcribe this information during less busy periods Messages can be retrieved via a short-code, a DSS/BLF key or a web-browser interface Callers can quit the application at any time to speak to a live agent …or ask for a call back request which appears on the real-time CCC screen Avaya IP Office Public Network Phone Caller Your name is ‘XX’ and IP Office Please enter your PIN your PIN is ‘YY’, please tell us Please Voicemail number via the terminal press 1 to confirm or 2 name your Pro keypad to speak to a live agent Server © 2007 Avaya Inc. All rights reserved. 119
  • Advanced CTI Capabilities Address the needs of SME customers and partners – Open standards – Easy for developers to use – Enable customers to use 3rd party products CTI Link Lite - Free of charge 1st party Microsoft TAPI – Screen-popping – Preview dialing – Sales management integration – Call costing CTI Link Pro – 3rd party Microsoft TAPI – Predictive dialing – Call routing – CRM integration – IVR integration with 3rd party databases via TAPI WAV CTI Link SDK – Full Software Development Kit for customers – Fully documented © 2007 Avaya Inc. All rights reserved. 120
  • Back to Main Menu CTI: Screen-pop ‘Off the Shelf’ © 2007 Avaya Inc. All rights reserved. 121
  • IP Office Management & Administration © 2007 Avaya Inc. All rights reserved. 122
  • Agenda IP Office Management Manager – Local administration – Remote administration Centralized Management System Status Application © 2007 Avaya Inc. All rights reserved. 123
  • IP Office Administration – Manager Windows-based console to program a single or many IP Office sites Programming accessible via LAN, WAN & off-line Password protected & user defined rights Audit trail Monitor Alarms Multilingual online documentation Forced database back-up for disaster recovery Automated software recovery Remote Feature Activation © 2007 Avaya Inc. All rights reserved. 124
  • Management & Administration Ease of use: Single Management interface for PBX, voicemail and data routing Intuitive Windows-based console Online Tutorial Documentation Designed to minimize skill-sets required (reduces administration costs) Centralized Management: One console can manage multiple sites Off-line & remote programming (LAN, WAN or via analog modem) Proactive SNMP polling for remote administration Forced back-up for disaster recovery Automated software recovery Remote feature activation via license keys facilitates upgrades © 2007 Avaya Inc. All rights reserved. 125
  • System Status Application Remote diagnostic tool – Allows most customer issues to be resolved without escalation to Avaya – Reduce site visits (even supports 14.4kb/s dial up modem links) Provides Real-time Call status information Real-Time Monitor – Replaces ‘Call Status’ application and complements Monitor application – Provides real-time view of system resource (e.g. VCM or VM ports) – Provides QoS info for IP trunks (SCN, H.323, SIP) Alarms, trunk utilisation and error histories – Alarms stored in IP Office Historic Alarms (no need for local PC) – Event traces per call/trunk/extension Benefits – Lower Operational Costs – Complements SNMP & email alarms Adapt system to meet critical business needs Quickly identify and resolve situations, even remotely © 2007 Avaya Inc. All rights reserved. 126
  • Centralized Management (Option 1) Remote programming Manager Remote activation of license keys Remote diagnostics PSTN Remote back-up of configuration files Proactive SNMP polling/alarms T1/E1, ISDN or WAN IP Office VoiceMail Pro LAN © 2007 Avaya Inc. All rights reserved. 127
  • Centralized Management (Option 2) Remote programming DameWare Remote Access Remote activation of license keys Remote diagnostics PSTN or Remote back-up of configuration files Internet Proactive SNMP polling/alarms T1/E1, ISDN Local back-up of configuration files or WAN Remote software uploads Analog Modem/TA Manager plus DameWare* These applications can run on the same PC VoiceMail Pro LAN *DameWare is an example of one application that can be used; another is PC Anywhere © 2007 Avaya Inc. All rights reserved. 128
  • Delivering Intelligent Communications to Small and Midsize Businesses Avaya IP Office Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ® or ™ © 2007 Avaya Inc. All rights reserved. are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. 129
  • © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 130
  • Sources New Cornell University study, published in April 2004 of the Journal of Occupational and Environmental Medicine. A study of 375,000 employees over a 3-year period 1999 study by The Employers Health Coalition of Tampa, FL Risk and Insurance, March, 2004 Business Legal Resources, April 24, 2003 Recent BankOne survey of employees Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych, provider of EAP programs Bulletin to Management, 12/5/2002, BNA Professional Information Center Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July, 2000, and the US Bureau of Labor Statistics Cigna Behavioral Health, April 26, 2004 Additional sources are noted on the respective slides or inside the notes sections. © 2007 Avaya Inc. All rights reserved. 131