IP Office enables staff to work from anywhere and can enhance customer satisfaction with its messaging offers.
VoiceMail Pro standard capabilities include: Scalability Extensive Automated Attendant Personal greetings Call queuing announcements for call center environments Call recording…to name a few
At its most basic, VoiceMail Pro Manager provides automated attendant functionality —helping busy operators, and providing information to customers via recorded messages while they route to the appropriate extension. This includes a simple configuration suited to your particular company—such as “press 1 for sales, 2 for service, or 3 for the operator”—that either answers all incoming calls or serves as the primary backup for a live operator during high-volume periods. VoiceMail Pro can also transfer the call to an external destination if required (e.g. transfer to mobile for out-of-hours support for example). VoiceMail Pro offers dial by name where callers simply dial the name of called party using the phone keypad. When there are more than 10 entries in a search result from the Dial By Name directory lookup, the caller may reduce the results list by entering additional digits.
Choice of voicemail notifications (Phone Manager, Message Waiting Lamp, Email or SMS) means you never miss important voicemails wherever you may be. Text to Speech (TTS) potential applications Listen to Email: Adds flexibility and speed to your responses Reply to Email: Allows you to respond to email just read to you. The sender of email receives a .wav file attachment in their email Inbox. IVR: Text to Speech can also be used to playback database information to the caller
Phone Manager Lite adds productivity to your staff: CLI/Name: See who’s calling you before you even even answer and allows a more personalized customer service Telephony features are easy to use (just a mouse click away rather than a complex series of codes to enter) Preview dialling from the IPO500 internal & external directories means times saving + No more misdialled numbers Personal Call logger keeps a record of all your received, dialled and missed calls. Double-clicking on any item calls the highlighted number back in order to return a missed call or to redial a previously called or received number. Speed dials / BLF: Allows you to see at a glance who’s available to take a call, who’s already on a call and who’s placed their phone on ‘Do Not Disturb’. Park slots: 4 call park areas (which can be shared between users and operators or within a department) add further ease when transferring a call. Call tag: In addition calls can be ‘’tagged’’ with text (e.g. to enter the caller’s name or describe the nature of the call). This enhances customer service when transferring a call. Account code entry, call recording & conference are now easy to set up (just a mouse click away rather than a complex series of codes to enter).
Phone Manager Pro builds on Phone Manager Lite to add further productivity to your staff: Speed-dial/BLF: increased capacity to monitor status of local/remote users or call external numbers. Screen pop: Integration to contact management packages like Microsoft Outlook allows quick access to their contact details/customer profile. This allows a more personalized customer service. VoiceMail Pro control: Offers visual voicemail (see next slide for more info) Personal directory: Allows preview dialling, CLI-name matching as well as distinctive ringing via specific WAV files being played based on caller’s CLI. ACD-working: Specific agent states (Logon /Busy Not Available/ Busy Wrap Up) can be easily activated from Phone Manager Pro for real-time reporting on Compact Contact Centre (see Contact Centre section for more info). Queue monitoring: The number of call waiting can be graphically visualized on up to 2 huntgroups (see Contact Centre section for more info). Simple scripting: Based on the CLI, a text file can be displayed to remind the user/agent of a specific message (e.g. welcome prompt). Easy contact records entry: Just right click to add the caller’s number (CLI) to your Outlook contacts, your speed-dial/BLF or personal directory. Time on call: The time on call can be displayed to allow users to monitor their time on calls and reduce call costs. Door entry control: The user can remotely activate one of two relays connected to IP Office (e.g. open door or switch on coffee machine).
Up to 4 SoftConsole per IPO500 system The IPO500 internal directory is always up-to-date as and when users are added/deleted and can even show IPO500 remote users in an IPO500 VoIP VPN network (see ‘’Small Community Networking’’). The internal directory is automatically synchronized between IPO500 systems. Furthermore the external directory can be synchronized using LDAP
IP Office offers a unique conferencing capability.
IP Office conferencing capacity: IP406v2 and IP Office 500 - up to 64-party conference (or 21 x 3-party conference or 10 x 6-party conference, etc…) IP412 - up to 2 x 64-party conference (or 42 x 3-party conference or 20 x 6-party conference, etc…) Conference calls can be set up by using the Conf button on telephones or through the Phone Manager application for users. It is their choice. For larger, in house conference calls, users can dial a Short Code to join a specific ‘bridge’. A Short Code is a string of digits, much like an extension number. Each user on the system may have their own ‘bridge’. Maximum capacity requires as many digital trunks (E1 or T1) as there are external parties on the call. Maximum of 2 external parties if they are calling using analog trunks.
IP406 and IP Office 500 can conference up to 64 parties at once or enable up to 21 three-party conferences, three 21-party conferences or any other equivalent combination. IP412 Office can conference up to 42 three-party conferences or 2 x 64-party conferences. This capability is great for doing large briefings and uniquely on IP Office is made really powerful with the meet me dial in conference capability. This means you no longer have to rent expensive conference bridges from your service provider: instead IP Office can host the conference. As previously mentioned, dial in prompts and PIN codes for security are provided with VoiceMail Pro. To enhance the audio conferencing capability, the IP Office also offers the Conferencing Center option. There are 2 components of Conferencing Center: Scheduler Web Client The Scheduler allows the host to set up a future conference Delegates are automatically notified by e-mail can include CLI and PIN checking The Web Client is used during the conference by both the Host and the Participants Hosts have the ability to change delegate status - Listen Only, Speak & Listen Hosts can ask questions to the participants. Participants can reply. Results are shown on the screen and emailed to the Host at the end of the scheduled conference. Conference Center conference reports are also available providing information such as when specific participants joined and left the call. SoftConsole, the GUI application for the main answering point has the ability to set up an Ad Hoc Conference by pointing and clicking at names on the BLF & phoning external delegates. Internal participants receive a phone call allowing them to Accept or Decline the invitation. Phone Manager application provides the ability for users to book conferences within Conference Center application.
IP Office offers a variety of productivity applications that, among other things, allow staff to work from anywhere.
Mobile Twinning allows a user to twin their office desktop phone with an external device such as their mobile/cell phone. If the Service Provider allows it (not all do), IP Office will be able to be transparent & pass on the original Caller ID so that the user can respond accordingly. If not, a default number can be sent out. The user will be able to answer on either his office phone or the external one and in both cases the user will be seen as busy on a call (BLF will show as busy). The user cannot access PBX features on the mobile/external phone when answering a twinned call. However if the user picked up the call on his cell phone, he/she could walk to his/her desk and pick up the twinned call by pressing a key or entering a short-code on his office phone. This feature is licensed on a per-user basis.
The IP Office system has the ability to connect to other IP Office systems – offering a robust feature set. Additionally, IP Office can connect to other systems through standard networking facilities.
Key differentiators with Avaya IP Office include: Multi-Site Hot Desking with any IP Office supported telephone. Multi-Site Hunt Groups assists in enhancing call center operations.
IP Office offers rich contact center functionality within the system. Optional applications provide for reports and the ability to integrate with other applications.
CBC offers an entry-level customer service/response information package applicable to ANY business. Real-time reporting on 4 groups (3 departments/target group + entire system) Historic reporting: can cover a maximum of 31-day period Export in CSV format allows the user to analyse/compile data further in the reporting package of their choice (e.g. Microsoft Excel) Typically, there is a return on investment of just a few days!
For formal contact centers, IP Office offers the Compact Contact Center solution. This application includes Real Time Monitoring of groups, agents, and trunks by the Supervisor and also includes Historical Reporting component. PC Wallboard options are also available for Agents.
Single Management interface: The full IPO500 solution — phone system, router, firewall, remote access server and DHCP server— are easily managed through the IPO500 Manager. Local and Remote Management: The IPO500 Manager is a Windows PC software application that connects to the IPO500 system using TCP/IP. It can be on the same LAN as the IPO500, remote on the WAN, or connected via the Remote Access Server with either a Terminal Adaptor, Router or the optional Modem 2 package. Forced database back-up: Whenever the IPO500 programming is changed, the Manager application forces a back-up copy of the customer configuration onto a local PC. This ensures that an up-to-date copy is always available when required. Automated Software Recovery (BOOTP): In the event of a failure, this protocol is used by IPO500 to obtain from a back-up location its operational software (and associated configurations) which it loads in its flash memory.
O Que é o IPO500 ? É uma central telefônica híbrida baseada numa solução de comunicação convergente que utiliza tecnologia TDM e IP para fornecer todas as funcionalidades necessárias, reduzindo custos, aumentando a produtividade e trazendo melhores resultados de negócios.
Aplicações como Benefícios... Core Software Key/Hybrid/PBX 2-360 Extensions Internet Access Router ISDN & Analog Trunks LAN and Hub Switch Remote Access Server Firewall H.323 Gateway & Gatekeeper VPN Support Aplicações Auto Atendimento VoiceMail Mensagens Unificadas Contact Center Gerenciamento Centralizado Audio Conferencia Gravação de voz Mobilidade do ramal no celular URA Softphone
Até 272 ramais, 4 E1s, Troncos analógicos, e troncos SIP 8 módulos de expansões
Prêmios Recebidos... Best In Test, April 2006 "CRM Excellence" Award Ranked Avaya’s SMB IP-PBX #1 overall February 2004 Award for the Best Small & Medium Enterprise Strategy of the Year 2007
Avaya IPO500 sucesso nas pequenas e médias Empresas do Mundo! Mais de 120.000 th Sistemas vendidos até outubro de 2007 Milhões de clientes servidos no mundo todo Em todo tipo de negócio !!! “ Twelve months ago, we were failing to answer any calls in less than 30 seconds. Now, 89% are handled in this time. Back in 2004, only 10% of all calls were even answered at all, now, we are unlucky if we lose even 1% of calls.
Portifólio Comunicações Inteligentes Aplicações Standard Suite de aplicações Avançadas Pequeno/Médio Porte 250 usuários Pequeno Porte Até 20 usuários Médio /Grande Porte Até 100,000s usuários IPO500 Suite de aplicações em grande escala Quick Edition Communication Manager
Redução de custo de chamadas e riscos para SMBs “SIP Services”
Atua como um SIP gateway (não é necessário SIP phone para fazer/receber uma chamada SIP…)
Portabilidade de números e números virtuais
Interoperabilidade entre plataformas…
30/60-channel E1: 128 SIP Trunks: SIP Provider E1 ISDN Provider Analog Provider SIP phone (future) IP DECT IP phone (46xx/56xx/T3 IP) Digital phone (24xx/54xx/T3) Analog phone
É uma plataforma de Aplicações Phone Manager Unified Messaging SoftConsole VoiceMail Pro Manager Compact Business Center Queue Manager Conferencing Compact Contact Center Campaign Manager System Status
Controle de telefones digitais, analógicos ou IP através do PC do usuário
Histórico de Chamadas (entrada e saída): com um clique é possível chamar o contato novamente # Chamador (disponível para qualquer tipo de terminal) Discagem rápida: faça a ligação a partir do seu PC Disponibilidade: Saiba quem está disponível (Máx. 15) Conferência, Gravação de Chamadas,Códigos de Conta…
Os usuários têm as mesmas funcionalidades e restrições(e.x. chamadas internacionais) em qualquer localidade … simplesmente se logando em qualquer telefone o número e as mensagens são transferidas para essa localidade
Diferencial: Disponível para terminais analógicos,digitais e IP.
Até 500 usuários através de 16 localidades Avaya Multi-site Hot Desking Para terminais IP, Digital ou Analógicos SIP
VPN software para Telefone Internet VPN Gateway IP Hard Phone com VPN Client Software
VPN Client Software suportados no:
VPN Gateways homologados:
Kentrox VPN Q2300 Router
Netgear FVS338 VPN Router
Adtran Advanta 3305
IPO500 V4.1 Complete list located at: http://support.avaya.com/japple/css/japple?PAGE=ProductArea&temp.productID=280576&temp.releaseID=317892 Integra a funcionaldade de VPN dentro do telefone IP Avaya
Plataforma Informal para Contact Center e Geração de Relatórios
Relatórios em tempo Real e históricos dos diferentes grupos ou de toda a plataforma
Visualização da Performance
Exportar relatórios no formato CSV (e.x. Microsoft ® Excel)
Visualização de alarmes, e alertas via email
Total de chamadas perdidas
Total de chamadas presentes
Número de agentes disponíveis
Utilização dos troncos
Chamadas em espera
Chamadas na fila
Nível de satisfação do cliente
Compact Contact Center (CCC) PC Wallboards Distribuição de Chamadas Avançado Management by Exception Gerenciamento de Agentes em Tempo Real Wallboard Gerenciamento de Fila Análise do Sistema Relatórios Standard Gerenciamento em Tempo Real URA,Gerenciamento de Campanhas e Gravaçào