Ip Office Master Customer Presentation

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


Introduction to IP Office


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


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.


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


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


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


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


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


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


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


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


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


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


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


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


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

IP Office Platform Models


Agenda

IP Office 412 details
IP Office 500 details
Optional Hardware


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


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


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)


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


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


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

IP Office as a Voice Platform
• Look More Professional
• Integrate Applications


Agenda

Intelligent voice communication solution

IP telephony

State-of-the-art telephones
– Desktop
– Wireless


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

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

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


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


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


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*


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*


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

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)


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


Mobile
Without Avaya one-X
Mobile Client =
International Mobile Call

With Avaya
one-X Mobile
Client = Local
Call

IP Call


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


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


IP Office as a Messaging Solution
• Improve Customer Satisfaction
• Work From Anywhere


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


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


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

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


Simplifying Message Handling
Visual Voice

Context sensitive keys
– Guides the user through the
voice ‘menus’
– Minimizes training
– Available on all large screen
phones


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


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)


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


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


Unified Messaging Service

New Messages

Priority Messages
!

Read Messages

– 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

Web Browser access to Voice Messages

– 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

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


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


IP Office as a
Conferencing Solution
• Host Conferences


Agenda

IP Office Conferencing

Secure audio conference calls

Reduce – even eliminate – conference services
– Scheduler
– Web Client
• View
• Chat
• Vote
• Whisper


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


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)


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


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


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)


IP Office Productivity Applications
• Work From Anywhere
• Connect Faster
• Improve Customer Service
• Control Costs
• Improve Employee Work/Life Balance


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


Your Business Challenges

Keeping Productivity Cutting
High Expenses

Ensuring Recruiting & Retaining
Responsiveness The Right People


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


What is Unified Communications?

Be reached anytime,
anywhere you want to be
reached

Communicate using the
most appropriate device

Boost productivity,
efficiency, customer service


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


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


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


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


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
Caller
Offers ONE number approach for easy contact anywhere anytime


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
Caller
Offers ONE number approach for easy contact anywhere anytime


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


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


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


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


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…


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)


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

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


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

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.

Desktop Communications Solutions
Simplifying access to
communications via
PC-based interfaces
– Phone Manager Lite
– Phone Manager Pro
– SoftConsole


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!


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


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


IP Office Voice Networking
• Connect All Sites


Agenda

IP Office networking overview

Small Community Networking


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


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


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’


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


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


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


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