Delivering Intelligent Communications to Small and Midsize Business Avaya IP Office Philip Kennedy Kennedy Communications
Avaya, The Leader in Business Communications <ul><li>Century of experience and innovation in our DNA </li></ul><ul><li>Tod...
Kennedy Communications, your partner for success <ul><li>Installation and Post Sale Support </li></ul><ul><li>Satisfied Cl...
Avaya IP Office Overview Solutions for Today and Tomorrow
IP Office   Driving Intelligent Communications For  SMB’s Worldwide Over 4 Million Users Worldwide!
IP Office: Evolutionary and Revolutionary ……. and Award-Winning Your Path.  Your  Pace.  Your Choice. TDM Hybrid Converged
IP Office 500 – Control Unit LEDs 4 x trunk ports (BRI-4/8 / Analog Trunk 4) Compact Flash (Embedded Messaging, MOH) Suppo...
IP Office 500 – Expansion Modules <ul><li>In the look & feel of IP Office 500 control unit: </li></ul><ul><ul><li>Digital ...
Complete Choice of Endpoints * Available in North America only 5420 Phone   5410 Phone   5402 Phone Fax Machine  Softphone...
IP Office User Interfaces (Making hundreds of features accessible)
IP Office PhoneManager Advanced Features and Information one click of the mouse away <ul><li>Phone Manager Lite: </li></ul...
Ensuring QoS From Anywhere Phone Manager Pro Telecommuter Mode <ul><li>Route calls via PSTN to remote phone for  incoming ...
CTI: Screen-pop ‘Off the Shelf’ Avaya SMB Solutions John Smith Managing Director +44 1707 392200 +44 1707 364649 Sterling ...
IP Office Soft Console The ultimate in visibility and call control <ul><li>Intuitive call handling </li></ul><ul><ul><li>D...
Avaya IP Office - Integrated Messaging Lite Integration with standards-based e-mail servers <ul><li>Integrated Messaging L...
Messaging Usability  - Visual Voice <ul><li>Voicemail Pro and Embedded VM only </li></ul><ul><li>Available on all large di...
IP Office Applications
IP Office Voicemail Pro Not just voicemail ! <ul><li>Voicemail and Auto Attendant </li></ul><ul><li>Nearly infinite menus ...
Voicemail Pro - Cascaded Out-calling <ul><li>Voicemail Pro can call specified telephone numbers, with a defined escalation...
Voice Applications - DID Routing Account Manager Unrecognized CLI Recognized CLI Number Withheld New Sales Voicemail
<ul><li>No special conferencing equipment required (up to 2 x 64 on IP412) </li></ul><ul><li>Ease of use (simply dial the ...
Call Recording Usage COMPLIANCE <ul><li>Are there legal requirements for recordings? </li></ul>BUSINESS EFFICIENCY AND DIS...
Mobility Manage your Availability <ul><li>Mobile twinning </li></ul><ul><ul><li>Twin your desktop phone with an external p...
Mobile Twinning <ul><li>Works with any external telephone  </li></ul><ul><li>Calls alert at both devices when office numbe...
Management & Administration
Avaya IP Office Manager <ul><li>Simple navigation </li></ul><ul><li>Security & Audit Trail </li></ul><ul><li>Built-in vali...
Access Security & Audit Trail <ul><li>IP Office username & password required for both system configuration file upload & d...
IP Office Administration – SMDR <ul><li>IP Office Station Message Detail Recording (SMDR) application captures detailed in...
System Status Application (SSA) <ul><li>New remote diagnostic tool </li></ul><ul><ul><li>Allows most customer issues to be...
Making It Easy to Collaborate & Share Information & Resources
IP Office Voice Networking   ‘‘Small Community Networking (SCN)’’ <ul><li>Desk-to-desk dialing  </li></ul><ul><li>Absent T...
SIP Trunking
SIP Trunking - Overview <ul><li>No need for a SIP phone to make/receive a SIP call </li></ul><ul><li>SIP Trunks are licens...
SIP Trunking – Benefits & Topologies <ul><li>Customer Benefits </li></ul><ul><ul><li>Reduces call costs and offers alterna...
IP Office 500 The Next Generation IP Office Platform
IP Office 500 – System Capacities Control unit Extension Capacity 32 Digital Station (DS) Ports 24 Analog Phone (PHONE) Po...
Standard Edition versus Professional Edition
IP Office 500 Small Community Networking <ul><li>Small Community Networking </li></ul><ul><ul><li>Standard Edition support...
Delivering Intelligent Communications to Small and Midsize Businesses Avaya IP Office THANK YOU!
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Avaya IP Office Presentation - Updated!

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  • Avaya IP Office Presentation - Updated!

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