IP Office 4.0
Product Description
15-601041 - Issue 15c (31st January 2007)
Contents
1. Introduction.............................................7
Notice..................................................................... 7 Avaya IP Office Family ............................................. 7 What's New in IP Office 4.0 .................................... 11 Hardware Support............................................. 11 System Status .................................................. 11 SIP (Session Initiation Protocol) ......................... 11 Embedded Voicemail ......................................... 11 Voicemail Pro.................................................... 12 Hunt Groups..................................................... 13 ISDN Features .................................................. 14 Advanced Small Community Networking ............. 14 Other Features ................................................. 15 Voice Communication Solution ................................ 16 Data Communication Solution ................................. 17 Applications Platform ............................................. 18 Management Tools ................................................ 19 Scalable Platform................................................... 19 Telephone Options................................................. 20 Application Licensing.............................................. 21
2. IP Office Platform ..................................23
IP Office Overview................................................. 23 IP Office - Small Office Edition ................................ 24 IP Office - Small Office Edition 4T+4A+8DS (3 or 16 VoIP) ............................................................... 25 IP Office - Small Office Edition WAN Expansion Interfaces ............................................................. 26 IP400 WAN Expansion....................................... 26 IP400 Office BRI Card ....................................... 26 IP400 Office T1 PRI Card................................... 26 Optional Wireless Access Point................................ 27 Optional Embedded VoiceMail with Auto- Attendant ............................................................. 28 G150 Media Gateway ............................................. 29 Avaya IP Office IP406 V2 Control Unit ..................... 30 Expansion Modules............................................ 31 Data Channels .................................................. 31 Modems and Voice Compression modules ........... 31 Avaya IP Office IP412 Control Unit .......................... 32 Expansion Modules............................................ 33 Data Channels .................................................. 33 Modems and Voice Compression modules ........... 33 IP400 Trunk Interface Cards................................... 34 IP400 Office BRI Card ....................................... 34 IP400 Office PRI Cards (T1/E1/E1R2) ................. 34 IP400 Office Universal Quad Analog Trunk (LS) Card ......................................................... 34 Internal Daughter Cards......................................... 35 IP400 Office Voice Compression Module – 4/8/16/24/30 ports ........................................... 35 IP400 Internal Modem Card ............................... 35 IP Office 500 Control Unit....................................... 36 IP Office 500 Cards................................................ 38 IP Office 500 Digital Station 8 Card..................... 38 IP Office 500 Analog Phone 2 Card ..................... 39 IP Office 500 Analog Phone 8 Card ..................... 39 IP Office 500 VCM Card ..................................... 39 IP Office 500 Legacy Card Carrier....................... 40 IP Office 500 Trunk Cards ...................................... 41
IP Office 500 Analog Trunk Card ........................ 42 IP Office 500 BRI Trunk Card (Euro ISDN) .......... 42 External Expansion Modules ................................... 43 External Expansion Modules............................... 43 IP400 Office Phone Module................................ 44 IP Office Digital Station V2 Module ..................... 45 IP400 Office So8 Module ................................... 46 IP400 Office WAN3 10/100 ................................ 47 IP400 Office Analog Trunk 16 ............................ 48
3. Telephones ............................................ 49
Introduction to IP Office Telephones ....................... 49 5601, 4601 Telephones.......................................... 50 5402, 5602 SW, 2402, 4602 SW Telephones............ 51 5410, 5610 SW, 2410, 4610 SW Telephones............ 53 5420, 5620, 5621, 2420, 4620, 4621, 4625 Telephones ........................................................... 55 EU24 and EU24 BL Expansion Modules .................... 57 T3 Series Phones................................................... 58 T3 Telephone Range ......................................... 58 T3 Compact ..................................................... 58 T3 Classic ........................................................ 60 T3 Comfort ...................................................... 62 T3 DSS Expansion Modules................................ 64 T3 IP telephone interworking with other Avaya telephones and endpoints.................................. 64 Mobility Solutions .................................................. 65 Avaya Mobility Solutions .................................... 65 Mobility - Avaya IP DECT................................... 66 Mobility - 900MHz Digital Wireless...................... 68 Mobility - WiFi (802.11) ..................................... 69 3616 Wireless Telephone................................... 71 3620 Healthcare Wireless Telephone .................. 71 3626 Ruggedized Wireless Telephone................. 72 3701 IP DECT Telephone................................... 73 3711 IP DECT Telephone................................... 74 Digital Wireless 3810 Telephone ........................ 75 Other Ranges........................................................ 77 Other Ranges of Telephones Compatible with IP Office .......................................................... 77 4400 Series ...................................................... 77 Analog Telephones ........................................... 81 Headsets .............................................................. 86 Headsets.......................................................... 86 Summary.............................................................. 87 Summary ......................................................... 87
4. Features................................................. 89
Telephony Functions & Call Handling....................... 89 Basic Call Handling ................................................ 90 Tones .............................................................. 90 Caller ID .......................................................... 90 Hold ................................................................ 90 Toggle Calls ..................................................... 90 Hold Call Waiting .............................................. 91 Hold Music (Music on Hold) ............................... 91 Park ................................................................ 91 Automatic Callback ........................................... 91 Direct Inward Dialing (DID /DDI) ....................... 91 Transfer........................................................... 92 Distinctive and Personalized Ringing................... 92
Table Of Contents
Table Of Contents
Phone Manager Conferencing Center Integration ..................................................... 209 System Requirements for Conferencing Center .. 209
12. The Contact Center ............................211
IP Office Contact Center/CRM Solutions Overview .. 211 Compact Business Center ..................................... 212 Compact Business Center ................................ 212 CBC Real Time Information.............................. 213 Compact Contact Center....................................... 215 Compact Contact Center.................................. 215 Call Center View - Real Time Reporting............. 217 CCC Reporter - Historical Reporting .................. 218 Wallboard Server/Client ................................... 222 Queuing Announcements................................. 223 CBC/CCC............................................................. 224 Compact Business/Contact Center SCBC CCC Summary ....................................................... 224 CCC/CBC Technical Specification ...................... 224 Computer Telephony Integration........................... 225 Computer Telephony Integration...................... 225 Computer Telephony Integration with IP Office............................................................. 226 TAPILink Lite (1st Party TAPI Support).............. 227 TAPILink Pro (3rd Party TAPI Support).............. 227 Support for Developers.................................... 227
13. CRM Integration ................................229
IP Office Microsoft CRM Integration....................... 229 Introduction ................................................... 229 Avaya – Microsoft Dynamics® CRM 3.0 Integration ..................................................... 229 Inbound Call Operation ........................................ 230 Outbound Call Operation ...................................... 231
14. Common Management Utilities .........233
Introduction to IP Office Management Utilities ....... 233 IP Office Manager................................................ 234 Monitor............................................................... 237 Simple Network Management Protocol (SNMP)....... 238 CDR ................................................................... 239 IP Office SMDR.................................................... 240 System Status Application .................................... 241
A: Configurations .....................................243
Product Configurations ......................................... 243 Small Office Control Units ................................ 243 Avaya IP Office - Small Office Edition Expansion Cards ............................................. 243 IP406 Control Units ......................................... 243 IP412 Control Units ......................................... 244 IP Office 500 Control Unit (700417207) ............ 244 IP Office External Expansion Modules ............... 245 IP400 Voice Compression Modules.................... 246 IP Office 500 Voice Compression Modules ......... 246 IP400 Modems cards ....................................... 246 IP400 Trunk Interface Cards ............................ 246 Spares ................................................................ 247 5400, 5600, 2400 and 4600 series telephones ... 247 5600 and 4600 Series only............................... 247 IP Office Control and Expansion Units ............... 247 Country Availability .............................................. 248 North America ................................................ 248 South America ................................................ 248
Europe, Middle East and Africa..........................248 Asia Pacific......................................................248 Sample Configurations ..........................................249 IP406 Office ....................................................249 IP412 .............................................................250 IP Office 500 ...................................................251
B: TAPI Functions Supported by IP Office ....................................................... 253
TAPI 2.1 Functions Supported ...............................253 TAPI 3.0 functions supported ................................253 Changes from previous versions of IP Office ...........254 TAPI Reserved Fields .......................................254 DevLink Reserved Fields ...................................255
C: Technical Specifications ...................... 257
General ...............................................................257 Dimensions .....................................................257 Weight............................................................257 Environmental.................................................257 Telephone Extension Cable Lengths ..................257 Heat Dissipation ..............................................258 Interfaces ............................................................259 Specification for IP Office Application PC's ..............260 Server Applications Dependencies .....................261 Client Applications Dependencies ......................262 Operating Systems for IP Office 4.0...................263 Windows Operating System Service Pack Support ..........................................................264 Protocols .............................................................265
D: Software History ................................. 267
History ................................................................267 IP Office 3.2 ........................................................268 IP Office 3.1 ........................................................269 IP Office 3.0 ........................................................270 IP Office 3.0DT ....................................................272 IP Office 2.1 ........................................................272 IP Office 2.0 ........................................................274 IP Office 1.4 ........................................................276 IP Office 1.3.2......................................................276 IP Office 1.3 ........................................................276
E: Miscellaneous ...................................... 277
Discontinued Units................................................277 IP Office Control Units......................................277 IP Office Expansion Modules.............................277 IP Office Trunk Interface Cards.........................277 IP Office Internal Daughter Cards .....................277 Avaya Phones..................................................277 IP Office - Small Office Edition 2T+4A (3 VoIP).......278 IP Office - Small Office Edition 4T+8A (3 VoIP).......279 IP403 Office.........................................................280 IP406 Office V1....................................................281 4606 IP Telephone ...............................................282 4620 IP Telephone ...............................................283 4612 IP Telephone ...............................................284 4624 IP Telephone ...............................................285 TransTalk 9040 Wireless Telephone .......................286 INDeX 20 Series Telephones .................................287 20DT - DECT Telephone .......................................292 6408D Telephone .................................................293 6416D Telephone .................................................294 6424D Telephone .................................................295
1. Introduction
Notice
This document forms no part of a contract, the specification of the Avaya IP Office family is subject to change without notice. Not all components and features documented are available in all territories, refer to your Avaya Representative for further details. This document should be read in conjunction with any issued technical bulletins and/or product offer announcements.
Avaya IP Office Family
The "All-in-one" Communications Solution for Small and Medium-Size Companies.
What is it?
A solution for voice and data communications, messaging and customer management. It uses IP technology to deliver more functionality at a lower cost.
How can I use it in my business?
To connect with colleagues and customers… simplify access to information… keep remote workers in touch. To save money through conferencing, networking, time/ call management, Voice over IP and more.
What are my choices?
Does your business have one location? Multiple locations? Are you a branch office of a larger organization? A home office? With IP Office you can choose from a range of models and add capacity, applications and phones, as you need them. Whether you have 2 employees, 200 or more, IP Office is the right choice.
IP Office: Three key things to know
Every small- and medium-size business needs ways to reduce costs and improve the way it operates. Like every business, you’re looking to keep all your customers, add new ones and grow at the pace that’s right for you. Avaya understands this. With over one hundred years of experience as a leader in communications, we know that the right solution for your business is one that helps you increase profitability, improve productivity and gain competitive advantages.
Get big business communications —at small business prices
Over one million businesses rely on Avaya solutions like Avaya IP Office —the award-winning business communications system that gives growing companies an “all-in-one” solution for telephony, messaging, networking, conferencing, customer management and much more. Growing businesses know they can rely on Avaya for big business capabilities at small business prices—Avaya has an entire division focused on the needs of small- and medium-size businesses. We support extensive research into new technologies and standards, and we make it easy for businesses like yours to acquire our solutions by offering an array of financing options.
See what Avaya can do for you
You need a communications system—every business does. To find one that’s right for your business, start with Avaya. With solutions like IP Office, we’re revolutionizing how small and medium businesses communicate. Now is the time to see what an Avaya solution can do for your business.
Reduce monthly costs. Now.
IP Office will help you lower the cost of communications, with capabilities like conferencing, making calls over a managed Internet service (Voice over IP) and the “all-in-one” benefits of a converged communications system.
Leave the office. Be accessible.
With easy, flexible options for call/message forwarding and one-number reachability, IP Office keeps everyone in touch. Get the freedom to go where you want and never miss important business calls.
Serve better. Sell more.
IP Office can give you a customer sales and service center designed for your needs and your budget—with all the routing and reporting capabilities you need. Deliver the personal service that builds sales and loyalty.
Get connected.
Talk to your Avaya BusinessPartner. Discuss where you want communications to add value to your business. Learn about the different service and support options that are available. See why thousands of growing businesses rely on the innovative Avaya IP Office solution.
The right choice for you… and your business.
How we communicate is a personal choice—it has to match the needs of your business. And your needs change depending on whether your employees are working in the office, at home, or on the road. That’s why when you choose IP Office you can also choose from a whole range of communication tools and applications designed to boost productivity. Choose a basic phone or one with all the bells and whistles. Connect our IP phones directly to your office LAN—also use them at home and get all the features you have at the office. Avaya Phone Manager software can turn the screen of your PC into a phone. And our wireless solutions make it easier to roam the office. With all of our IP Office capabilities, our goal is to make your communications simple and cost-effective. Let your Avaya BusinessPartner put together a selection of tools and applications that's right for you.
Fine-tuning performance.
How many calls are you handling an hour, a day? What are your peak calling periods? How many calls typically turn into sales? Avaya IP Office reporting capabilities can help you measure and manage your availability and response to customers.
Day-to-day administration.
Once your system is up and running you will benefit from the menu-driven administration tools that simplify day-to-day tasks, such as updating directories and moving phone extensions.
Getting started.
Is your communications network ready for IP Office? We’ll make sure. Avaya has created a whole set of assessment and automated configuration tools to make sure that when your system is installed it’s ready to meet your needs starting Day One.
Keeping ongoing management simple.
Concerned about needing extra resources to administer a system as powerful as IP Office? There’s no need for worry. IP Office comes with a whole set of menu-driven tools to keep ongoing management simple.
Does my current phone system give my business what it needs?
If it is based on old technology, probably not. Your competitors will be faster and more professional with the latest in communications software. IP Office delivers the capabilities that allow you to keep up with or overtake the competition.
Do I need to understand the technology to implement it?
No. IP Office is designed specifically to give you more functionality without making more demands on your resources. Rely on your certified Avaya BusinessPartner for support before, during and after your purchase. We’ll take care of you so you don’t have to worry.
Do I need to spend a lot?
Not at all. You have choices based on your budget needs. Easy leasing or financing plans not only make this affordable; they help you quickly cut monthly expenses immediately. And you only have to buy/lease what you need, when you need it.
Is IP technology so new that it’s not reliable?
With approximately over 100,000 systems deployed worldwide (Avaya is #1 in IP Telephony shipments*), Avaya IP Office has the track record businesses like yours can rely on. Aside from receiving the Product of the Year award by Internet Telephony magazine and being named Best in Test by Miercom in 2004, customers like you are saving money and boosting productivity. Many are managing the system themselves via menu-driven tools.
1. Introduction
I have old systems but am adding an office. Should I consider the new technology?
Not only would this be a way for you to experience the rich functionality of the latest communications applications, but we may be able to network with your existing equipment, as well as provide a gradual migration plan for your other locations.
How quickly can I get up and running?
Just say “when”—an authorized Avaya BusinessPartner can tailor a solution to your needs and your budget. By saving you money and helping you grow, IP Office repays your investment and lets you reallocate resources to other business priorities.
Lowering long distance costs.
Routing phone calls over IP lines—Voice over IP—is growing in popularity. Particularly in the case of international calls, VoIP generates significant savings. If your company is already linking multiple offices using high-speed lines, the VoIP capabilities in IP Office make it possible to route voice calls over the existing infrastructure, providing another way to lower costs and leverage your investment. However you do it, the VoIP capabilities of IP Office are a way to put money back in your pocket.
Eliminating conferencing fees.
For connecting with partners, suppliers and dispersed employees, conference calls keep people working together and keep travel costs down. Many companies rely on third party teleconferencing services and pay a price for the convenience. This is particularly true—and irritating—if a call that’s scheduled doesn’t happen: you still pay the fee.
Now there’s an alternative that will save you money. With Avaya IP Office, your organization can have its own
private, secure conference bridge and entirely eliminate fees to third party providers. Supporting multiple offices/remote workers When employees can’t get to the office (because of storms, medical issues or other reasons) but can still work productively at home, your business benefits. IP Office Phone Manager lets you turn any PC into a phone, making it easy and productive to work anywhere. And the ability to network phone systems and share messaging systems between offices reduces up front investment and drives long-term productivity.
And keep in mind… IP Office delivers a whole range of capabilities. Only you can put a number on the value that many of these capabilities will have for your business.
Examples:
- Having calls automatically routed to a cell phone or other location, so important customers can get through to the right person in real-time
- Being able to operate as a 24/7 business, without a 24/7 staff
- Using your communications to quickly identify when your top customers call.
- More room for sales With IP Office, a leading provider of commercial food service equipment now handles 50% more calls per day, without extra staff and without sacrificing the personal service it knows is the key to sales.
- At the head of the class By relying on IP Office to connect nearly 50 buildings, a public school system saved thousands of dollars on inter-office calls and simplified communications.
- Lowering global costs By using IP Office to hold teleconferences and make phone calls across the IP network, a strategic consulting firm is saving up to $30,000 per year.
The right model for your business With several models to choose from, there's an IP Office to meet your needs. Ready to grow Capacities: 2-360 extensions; up to 192 analog lines; 96/120 T1/E1 lines; 128 VoIP trunk lines.
Call handling and messaging.
Get 24-hour support for callers/customers without a 24-hour staff. IP Office has a range of messaging, auto attendant and Interactive Voice Response (IVR) capabilities. Integrate messaging and advanced call handling into your customer service operations. Handle voice mail and email in a single mailbox.
Communication with customers.
Set up a formal or informal customer service center with voice, email and Web chat. Integrate your customer data base into your call handling. Manage the quality of your customer interactions.
Work anywhere.
Give your employees all the communications capabilities they have at the office whether they are working from home, a hotel or a remote office.
A complete conferencing solution.
Don’t pay any more fees to outside conferencing service providers. Get Web and audio-based conferencing that are easy to set up and use.
Secure, converged communications.
Use IP Office as a secure router with a built-in firewall/VPN. Route voice calls over a managed Internet service (VoIP) and pocket the savings. Simple administration Windows-based, menu-driven tools cut the time and expense of administration.
1. Introduction
What's New in IP Office 4.0
For those already familiar with IP Office, this page lists the new features introduced in IP Office 4.0. This is not a exhaustive list, it covers just the major changes that are aimed at improving product serviceability and end user mobility.
Hardware Support IP Office Control Unit Support
- IP Office 4.0 is not supported on the IP403 and IP406 V1.
- IP Office 4.0 is supported on the Small Office Edition, IP406 V2 and IP412.
- IP Office 4.0 is supported on the IP Office 500 which is new to the IP Office range of control units.
IP Office 500 System Unit
This unit has 4 card slots into which different cards can be inserted. These cards provide various combinations of digital station (DS), analog extension (PHONE) ports, voice compression channels and trunk ports. On its rear the unit has slots for embedded voicemail, a smart card feature key slot, audio port, door relay switch port and Ethernet LAN/WAN ports plus 8 external expansion module ports.
IP Office Standard Edition
By default the IP Office 500 system unit runs a subset of full IP Office functionality called IP Office Standard Edition. In this mode the IP Office 500 is restricted to a maximum of 32 users and does not support networking or advanced applications. This restriction can be removed through a license upgrade to IP Office Professional Edition.
Terminal Support
The following terminals are not supported by IP Office 4.0. They may function but have not been tested with 4.0 and any faults reported with 4.0 will not be fixed.
- 20DT Analog DECT used with IP Office Analog DECT and Compact DECT
- 4606, 4612 and 4624 IP phones
- TransTalk 9040
System Status System Status Application
This application provides enhanced details about equipment and resources in the IP Office system. This includes indication of alarms and details of current calls in progress for local or remote diagnostics. This replaces the obsolete Call Status Application.
SIP (Session Initiation Protocol)
IP Office Release 4.0 adds support for SIP trunking, which allows customers to benefit from low cost Internet telephony services. Users do not require SIP phones to make and receive SIP calls. SIP trunks are a licensed feature.
Embedded Voicemail
A number of enhancements have been added to make the embedded voicemail solution more complete. Embedded voicemail is supported on the IP Office 500 control unit (including the new Standard Edition mode) using the same options as the IP406 V2 control unit.
- Hunt group/User announcements are supported using embedded voicemail.
- The auto-attendant menu includes a Fax option for rerouting fax calls.
- Support for Visual Voice – see description below under Voicemail Pro.
- Support for Sub Menus (Multi-level auto-attendant).
- Support for Fast Forward (#), Rewind (*), Skip message (9) and Call Sender (**) when listening to messages.
- Support for 3 voicemail reception destinations using *0, *2 and *3.
Voicemail Pro Voicemail Channel Reservation
IP Office 4.0 allows voicemail channels between Voicemail Pro and the IP Office to be reserved for particular business-critical functions or to be left unreserved.
Visual Voice
Users with Avaya multi-line display phones can use a display menu driven interface for accessing and controlling the playback of messages in voicemail mailboxes. This is supported with Voicemail Pro, in Intuity emulation and IP Office modes.
Voice Recording
A number of improvements have been made to call recording operation in conjunction with Voicemail Pro. In the descriptions below 'party' can mean user, hunt group or incoming call route involved in a call.
- Calls including IP end points, including those using Direct Media, can now be recorded
- Voicemail Pro automatic call recording can be triggered by Incoming Call Routes
- Where recording is triggered by several parties within the same call, separate recordings are produced for each party.
- • For example if both automatic hunt group recording and automatic user recording are applicable to the same call, separate recordings are produced for both the hunt group and the user.
- Recording only continues while the party triggering the recording is part of the call, for example:
- Recording triggered by a user stops when that call is transferred to another user.
- Recording triggered by a hunt group continues if the call is transferred to another member of the same group. Recording stops if the call is transferred to a user outside the hunt group.
- Recording triggered by an incoming call route continues for the duration of the call on the IP Office system.
- Parking and holding a call pauses recording. Recording is restarted in the same file when the call is unparked or taken of hold.
User Announcements
User start points in Voicemail Pro now include Queued and Still Queued options.
Cascaded Out-calling
Voicemail Pro can send a notification, with an escalation capability, that a new voice message has been received in a user's mailbox to specified phone numbers. This is particularly useful in environments such as healthcare and support where important voice messages are left and need to be answered promptly - even outside of office hours.
1. Introduction
Hunt Groups Agent Status on No Answer
The IP Office can change the status of call center agents who do not answer a hunt group call presented to them. The agent can be put into busy wrap-up, busy not available or logged off. The change of status can be set per user and the use of this option can be set per hunt group.
Fallback
Night service fallback using a time profile is no longer applied to a hunt group already set to out of service.
Voicemail Answer Time
A separate value has been added to hunt group settings to control when hunt group calls go to voicemail.
Queuing
- Previously the definition of queued calls did not include calls ringing against hunt group members. The definition now includes ringing calls and calls waiting to be present for ringing.
- Control and usage of announcements has been separated from queuing (see below).
- The queue limit can be set to include queued and ringing calls or just queued calls.
Announcements
- Hunt group announcements have been separated from hunt group queuing and can be used even when queuing is off.
- Hunt group announcements are now supported by Embedded Voicemail in addition to Voicemail Pro and Voicemail Lite.
- The times for the first announcement, second announcement and between repeated announcements are configurable.
- Announcements have been designed to make efficient use of voicemail ports by synchronizing announcements across callers, reducing the total cost of ownership
SCN Distributed Hunt Groups
Hunt groups in a Small Community Network can include members located on other systems within the network. This feature requires entry of an IP Office Advanced Networking license in each system in the network.
Idle Status
For longest waiting hunt groups, the type of calls that change a hunt group member's idle status can be selected.
ISDN Features
The following ISDN features are now supported by IP Office release 4.0. Note that availability of these features is dependant on their also being supported and available from the ISDN service provider for which there may be charges.
Malicious Call Identification - MCID
Short codes and button programming features have been added so that users can be configured to trigger this activity at the ISDN exchange when required.
Advice of Charge - AOC
Advice of charge during a call (AOC-D) and at the end of a call (AOC-E) is supported for outgoing ISDN calls other than QSIG. The call cost is displayed on T3 phones, Phone Manager and included in the IP Office Delta Server output. The IP Office allows configuration of call cost currency and a call cost mark-up for each user.
Call Completion to Busy Subscriber - CCBS
CCBS can be used where provided by the ISDN service provider. It allows a callback to be set on external ISDN calls that return busy. It can also be used by incoming ISDN calls to a busy user.
Partial Rerouting - PR
When forwarding a call on an ISDN channel to an external number using another ISDN channel, partial rerouting informs the ISDN exchange to perform the forward, thus freeing the channels to the IP Office. Not supported on QSIG.
Explicit Call Transfer - ECT
ECT is supported on the S0 interface. A Call to an S0 Endpoint can be transferred to any other device such as an analog, digital or IP endpoint or to any trunk.
The normal usage of this feature is by a third party application connected via one or more S0 interfaces to IP Office. One example is the VoiceDirector, an automatic call assistant.
Advanced Small Community Networking
The following new features are supported for IP Office Release 4.0 Small Community Networks. Note that these features require entry of an IP Office Advanced Networking License into each of the IP Office systems within the network.
Hot Desking across the Network
Hot desking is supported between IP Office systems within the Small Community Network.
Distributed Hunt Groups
Hunt groups can now include members who are located on different IP Office systems within the Small Community Network.
Break Out
A powerful cost saving feature, this is provided primarily to support network hot desking but can be used for other purposes. It allows the dialing on one system in the network to be done as if dialed locally on another system.
Manager Operator Profiles Enhancements
New operator rights groups are available in the Configuration tab under the Rights Groups option in the Security Configuration Manager. These operator rights can be combined to provide even more flexibility when defining access rights to the system configuration.
1. Introduction
Other Features Private Call
Users can set a status of private call using short codes or a programmed button. Private calls cannot be recorded, intruded on, bridged into or monitored.
RTP Relay
The use of RTP relay allows IP media streams between IP endpoints to be routed via the IP Office without using VCM voice compression channels.
Password Lockout
Any phone features that require a validated entry (for example password or account code entry) will automatically fail if they have been preceded by 4 failed attempted in the previous 90 seconds.
Firewall IP Office Service Controls
The IP Office firewall standard settings now include controls to drop or allow connections to IP Office default configuration settings, security settings and system status.
• Full PBX features
Caller ID, Call Forwarding, Conference Calling, Voice Messaging and more.
• Trunk Interfaces
A variety of network trunk interfaces, including E1, T1, PRI, ISDN, analog loop start and analog ground start for comprehensive network connectivity. Not all trunk types are available in all territories, please check for local availability.
• Extensions
Support for a range of extensions, from 2 to 360 that provide sophisticated voice performance for new and growing businesses.
• Telephones
A variety of telephones including analog, digital and IP hard and soft phones (wired and wireless) that provide the appropriate desktop or device phone for every need.
• Advanced Call Routing
Incoming calls are directed to the best available person or messaging service, according to the company's unique criteria.
• Alternate Call Routing
Ensures reliable handling of calls by selecting from analog, digital or VoIP trunks.
• QSIG Networking
Standards-based multi-site networking to interoperate with other PABX's.
• Integrated H.323 Gatekeeper and Gateway for converged communications
The IP Office acts as an IP telephony server with Quality of Service (QoS) support through DiffServ for routing and up to 128ms of Echo cancellation depending on VCM card fitted.
• SIP Trunking
IP Office 4.0 supports SIP trunking to Internet Telephony Service Providers. This approach allows users with non-SIP phones to make and receive SIP calls.
1. Introduction
Data Communication Solution
For offices with basic data networking needs, IP Office can provide a complete data communications and networking solution:
• Internet Access
Firewall protected, leased line or dial-up connectivity via PRI, T1 or WAN port: high-speed dialed access, direct leased line connections for high usage and Web site hosting, integral security, and efficient access to information and a larger business presence via the Web.
• Routing
Integral Static or Dynamic (RIP I/II) routing for both Internet and Branch-to-Branch solutions.
• Security
NAT (Network Address Translation) and built in firewall to protect your internal network and IPSec support allows secure VPN data transmission across public IP Networks using 3DES encryption.
• DHCP
Automatic IP address allocation for local and remotely attached PCs.
• Remote Access Server
Access to local LAN servers via optional two-channel V90 modem or digital trunks: individual firewall security, access control per user, and standards-based security enable remote workers.
• LAN Switching
The Avaya IP Office – Small Office Edition has a 4 port Ethernet switch (Layer 2) plus a fifth Ethernet WAN port (Layer 3). The IP406 V2 offers an 8 port Ethernet switch (Layer 2). The IP412 and IP Office 500 offer 2 switched Ethernet ports (Layer 3).
• LDAP client support
For standards based directory synchronization for Phone Manager.
IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full compliment of sophisticated applications. IP Office provides free-of-charge applications, including Phone Manager Lite, Voicemail Lite and CTI interfaces. These free-of-charge applications can be upgraded to provide enhanced functionality by chargeable license keys.
• Operator SoftConsole
A graphical User Interface (GUI) for attendants on their PC desktop for call handling. Works with a telephone and is an easy way to learn and use sophisticated tools in a comfortable environment.
• Phone Manager
A powerful desktop application for the IP Office, available in Lite, Pro, and PC Softphone versions to allow you to control and manage phone calls from your Windows desktop.
• Open CTI interfaces
IP Office has a built in TAPI server that integrates easily with popular contact management applications such as Outlook, ACT!, GoldMine and Maximizer. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit.
• Voicemail
Callers can always be answered with a personal voicemail greeting before a message is taken and message notification set. Messages can be shared (forwarded) with colleagues and retrieved by any phone capable of tone dialing. When used with Phone Manager Pro, the PC can be used to control message playback.
• Integrated Messaging
Voice messages can be can be copied into email messages and delivered into the email system. IP Office uses SMTP or MAPI to deliver a copy of the voice message. Integrated Messaging Pro provides a higher level of integration with Microsoft Exchange Server to synchronize both voicemail and email inboxes
• Auto-Attendant
Simplify service for administrators with this easy-to-use graphical interface such as the ability to construct customized automated services allowing callers to efficiently navigate the system, and reach the right person, without the assistance of an operator. Available with Voicemail Pro, Avaya IP Office – Small Office Edition PCMCIA voicemail and Avaya IP406 V2 and IP Office 500 Compact Flash voicemail.
• Interactive Voice Response (IVR) and Text to Speech
Create automated customized systems allowing callers to interact with business information, for example, reading email, account enquiry systems, automated ordering systems, ticket purchasing systems, PIN number checking, remote time sheet management, etc. Enhance theses systems by using Text To Speech to read information back to callers.
• Queue Manager and Campaign Manager
Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and customer service.
• Compact Business Center
Report on overall system performance and basic call center functionality for up to three workgroups with quality of service reports, selected group reports, simple installation, and more.
• Compact Contact Center
This is the IP Office Contact Center option, with a full customer management toolset including real time agent, system, group management, standard and custom reporting. It provides real time tracking and analysis, options for agent connection, and remote agent support and wallboards for installations of up to 75 agents.
1. Introduction
Management Tools
The IP Office solution (phone system, router/firewall/DHCP server) is easily managed through the IP Office Manager. IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with a Telephone Adaptor, Router or the optional Internal Modem Card.
Scalable Platform
The "all-in-one" IP Office Family — servers, media modules, trunk interface cards and software applications — give small and mid-size businesses the options they want to meet today's communications needs and plans for the future.
• Avaya IP Office - Small Office Edition
The IP Office - Small Office Edition is a compact platform specifically designed to meet the needs of very small businesses and home offices. In a single unit, it can provide a PABX with Auto Attendant and Voicemail, Broadband Access, Wireless Access Point (WiFi) and VPN tunneling. Voice Compression is included as standard to support IP Extensions or provide IP Trunks back to a head office. The IP Office - Small Office Edition is available in two configurations
• 4 Analog trunks, 4 analog extensions, 8 digital stations and 3 or 16 VoIP resources.
• Avaya IP Office IP406
Supports 6 Expansion Modules providing a combination of up to 190 analog, digital or IP extensions, with capacity for 8 analog trunks or 2 digital trunks (up to 72 T1 channels or 90 E1 channels). 8 Digital Station ports (DS), 2 analog phone ports, a socket for optional embedded voicemail. Additional analog trunks can be added using IP400 Analog Trunk 16 modules. Features include up to 30 optional voice compression channels, 8 Ethernet port switch (Layer 2), a 9-pin serial port and 40 data channels. An Internal Modem Card can be added to answer up to 12 V.90 analog modem calls.
• Avaya IP Office IP412
Supports 12 Expansion Modules providing a combination of up to 360 analog, digital or IP extensions, with capacity for 8 analog trunks or 4 digital trunks (up to 96 T1 channels or 120 E1 channels). Additional analog trunks can be added using IP400 Analog 16 modules. Features include 60 optional voice compression channels, 2 independently Switched LAN ports, and 100 data channels. An Internal Modem Card can be added to answer up to 12 V.90 analog modem calls.
• Avaya IP Office IP Office 500
Supports 8 Expansion Modules providing a combination of up to 272 analog, digital or IP extensions, with capacity for up to 16 analog trunks or 120 digital trunks (up to 96 T1 channels or 120 E1 channels) using internal daughter cards. Additional analog trunks can be added using external IP400 Analog 16 modules. Features include 128 optional voice compression channels, 2 independently switched LAN ports and 48 data channels.
• IP Telephones
IP Office's integral H.323 Server supports Avaya 5600 series IP telephones, selected Avaya 4600 series IP telephones, Avaya T3 series IP telephones, Avaya 3600 series Wireless VoIP telephones and Phone Manager PC Softphone.
• Digital Telephones
IP Office Digital Station 16 or 30 Modules support the Avaya 5400 Series of digital phones and Avaya T3 Series telephones. The IP Office Digital Station modules also support existing selected 2400, 4400, 6400 Series phones
• Analog Phones
IP Office Phone 8, 16 or 30 Modules support standard analog phones, faxes and modems, with support for calling line identification and message waiting indication (where service is provided).
• Wireless Telephones
Avaya IP DECT base stations can be added to support the Avaya IP DECT 3701 and 3711 telephones. The IP Office Digital Station modules support the Avaya 3810 telephone and the Avaya 3600 series wireless VoIP telephones
1. Introduction
Application Licensing
IP Office is an applications platform and includes a number of applications as part of the solution. These Lite versions of applications do not require any additional licensing, but upgrades to Pro versions or optional applications will need additional IP Office licenses to operate. The licensed applications require both a license key, a unique number that enables the application to run, and a feature key. The feature key is an electronic key installed on the IP Office system that determines which licensed applications can run.
Licensed applications are supplied in two forms; time limited trial licenses and full indefinite licenses. Trial licenses allow applications to run in fully functional form for 45 days, after which time they cannot be used until upgraded at cost to the full license but can be ordered at any time during the product ownership. Trial licenses are available for:
- Avaya Text To Speech (1 port)
- Centralized Voicemail with ACM
- Compact Business Center (CBC)
- Conferencing Center
- Integrated Messaging Pro
- Mobile Twinning (5 users)
- Phone Manager PC Softphone (10 User)
- Phone Manager Pro (10 user)
- SoftConsole (1 user)
- Third Party Text To Speech (1 port)
- VB Scripting
- VoiceMail Pro (4 ports)
- VoiceMail Pro Networked Messaging
- VPN IPSec/L2TP
- 3rd Party Database/IVR
- SIP Trunking (1 trunk)
- Standard Edition upgrade to Professional Edition (for IP Office 500 only)
- Standard Networking (4 channels, for IP Office 500 only)
- Advanced Networking
ContactStore has a 45 day trial built into the software and therefore does not require a separate license key, but this 45 day trial runs from when the software is installed.
2. IP Office Platform
IP Office Overview
IP Office is a modular communications solution that scales from 2 to 360 users. It provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP phone support that can be used in either mode or both concurrently. IP Office has data capabilities built in, providing IP routing, switching and Firewall protection between LAN and WAN. IP Office has an integrated software applications suite that delivers a contact center, voice and email messaging, Interactive Voice Response, conferencing and computer telephony integration.
IP Office solutions are built from hardware units and application software. Hardware provides the connectivity for voice and data circuits and processor units for the solution software. Each IP Office solution will require a system processor unit (Small Office Edition, IP406, IP412 and IP Office 500), trunk connections to service provider, and expansion modules for TDM phone cabling. IP Phones connect over LAN connections to the IP Office solution.
The IP Office - Small Office Edition is the entry level control unit of the IP Office solution and is delivered in a compact configuration that provides a mix of Analog trunks, Analog and Digital extensions and Voice over IP (VoIP) capacity. Dependant on the model chosen, up to a maximum of 28 extensions can be supported (4 Analog, 8 Digital and 16 IP).
All IP Office - Small Office Edition's variants have a four-port Layer 2 Ethernet Switch and a dedicated switched Ethernet WAN port (Layer 3), making the system ideal for connection to local area networks and broadband wide area network services such as ADSL and Cable. With Voice over IP as standard and optional IPSec security, the system can be quickly configured to provide secure voice and data networking from remote offices or branch locations back to a head office over a broadband connection.
The IP Office - Small Office Edition includes a WAN option slot on the rear of the unit which can be used to support
other network connection types such as V35, V24, X21 and T1 leased lines. The back of the unit also features a twin PCMCIA socket that can support a plug-in voice memory card for use with the embedded voicemail function, and a Wireless LAN card when using the system as an Access Point.
To enable licensed IP Office applications, a serial Feature Key can be attached directly to the IP Office - Small Office Edition removing the need for an external PC for license verification. For resilience, under power fail conditions Analog trunk port 2 is connected to POT extension port 1.
The pre-defined configurations supported in IP Office 3.1 are detailed in the following table.
| IP Office - Small Office Edition | Analog Trunks | Analog Extensions | Digital Stations | IP Extensions | VoIP Channels |
|---|---|---|---|---|---|
| 4T+4A+8DS (3 VoIP) | 4 | 4 | 8 | 16 | 3 |
| 4T+4A+8DS (16 VoIP) | 4 | 4 | 8 | 16 | 16 |
• During power fail, Analog port 2 is connected to POT port 1. 2. IP Office Platform
IP Office - Small Office Edition 4T+4A+8DS (3 or 16 VoIP)
The IP Office - Small Office Edition 4T+4A+8DS provides:
- Four Analog Loop Start Trunks (Caller ID enabled).
- Four Analog extension (POT) ports with power fail switchover such that analog trunk port 2 is connected to analog extension port 1.
- Eight Digital Station (DS) ports for selected 2400, 5400 and 6400 phones plus 3810 wireless (US) phones. T3 Series phones are not supported in Release 4.0 on Small Office Edition.
- 3 or 16 VoIP Codecs (G.723.1, G.711 and G.729a) and 48ms echo cancellation.
- 4 Switched Ethernet ports (Layer 2).
- Dedicated Switched Ethernet WAN port (Layer 3).
- 2 x PCMCIA Slots for optional Wireless and Embedded VoiceMail card support.
- Expansion Slot for optional WAN card (V35/V24/X.21), BRI or T1 PRI.
- Serial DTE port.
- Audio input port for external music on hold source.
- External O/P socket supporting two relay on/off switch ports, e.g. for door entry systems.
IP400 WAN Expansion
The IP400 WAN Expansion card provides a single WAN connection (X21, V24 or V35 via a 37-way D Type socket). Line speeds up to and including 2Mbps are supported on the interface. The carrier providing the line dictates the actual operating speed, i.e. in some territories the maximum speed may be 1.544M.
IP400 Office BRI Card
The BRI trunk card provides 4 European Basic Rate ISDN T interfaces (8 trunks). Details of the supported supplementary services on BRI interfaces are given in the 'Public and Private Voice Networks' section.
• Not available in all territories, check for availability.
IP400 Office T1 PRI Card
The IP400 Office T1 PRI card provides a single primary rate trunk interface for supporting voice services and fractional leased lines, providing up to 256K bandwidth on IP and Frame Relay services.
• Not available in all territories, check for availability.
2. IP Office Platform
Optional Wireless Access Point
All IP Office - Small Office Edition platforms can be configured to become Wireless LAN access points. An Access Point acts as a Hub in a wireless network providing connectivity between devices in the vicinity. In ideal conditions a range of up to 550M (1750 ft) is achievable although this range will be decreased if walls and other obstacles are present. This is used where local conditions impair coverage and additional Access Points are needed to cover the black spots.
The IP Office - Small Office Edition wireless network can be secured against intruders using either the Wired Equivalent Privacy (WEP) or RC4. WEP uses 64 bit encryption key and RC4 uses a 128 bit encryption key. Only devices with a matching security key can participate in the network.
IP Office - Small Office Edition complies to the IEEE 802.11 and IEEE 802.11b standards meeting the Wireless Ethernet Compatibility Alliance (WECA) Wireless Fidelity Wi-Fi requirements for interoperability.
Summary
- 2.4 GHz to 2.5 GHz band (Scientific Medical and Industrial (SMI) band).
- Automatic fallback 11Mbps, 5.5Mbps, 2Mbps or 1Mbps.
- IEEE 802.11 and IEEE 802.11b Compliance.
- Wireless Fidelity Wi-Fi Compliance.
- Interoperable with other 802.11b compliant devices.
- WEP or RC4 security.
- Range up to 550M (1750ft).
| Range (meters/ft) | 11Mbps | 5.5Mbps | 2Mbps | 1Mbps |
|---|---|---|---|---|
| Open | 160m/252ft | 270m/885ft | 400m/1300ft | 550m/1750ft |
| Semi-Open | 50m/165ft | 70m/230ft | 90m/300ft | 115m/375ft |
| Closed | 25m/80ft | 35m/115ft | 40m/130ft | 50m/165ft |
| Receiver Sensitivity dBm | -82 | -87 | -91 | -94 |
| Delay Spread (at FER of <1%) | 65ns | 225ns | 400ns | 500ns |
For wireless operation, IP Office - Small Office Edition must be fitted with a Wireless LAN card and the Wireless LAN Access Point license key. Alternatively, a 3rd party wireless access point can be connected directly to one of the LAN ports.
Entry-level voicemail and auto attendant applications are available using the Avaya memory expansion kit in one of the PCMCIA slots on the rear of the Small Office Edition. This provides small locations with an effective embedded messaging solution with auto-attendant without the additional costs of an external PC. The embedded voicemail supports up to 10 hours of message storage. The number of available voicemail ports (to support simultaneous calls to voicemail) is 3 ports on the 3 VoIP model or 10 ports on the 16 VoIP model
Personalized greetings and PIN-code access can be enabled for each mailbox by the mailbox users. Inactivity timeout and return to operator options ensure efficient message handling. Mailbox users can also access their mailboxes when out of office using a simple remote login sequence.
Up to four independent auto-attendants can be configured on the platform. The choice of which auto-attendant is to answer a call can be made on any of the criteria on the Incoming Call Routing form such as called number, calling number and time of day.
Each auto-attendant has a single menu of 12 items (0…9, *, #) that a caller can select from to either be transferred to a predefined number or replay the greeting. The greeting for the menu is controlled by time profiles to allow three alternative messages to be played i.e. Morning, Afternoon and Evening.
Please note that the Small Office Edition and IP406 embedded voicemail memory cards are not interchangeable, and that only Avaya supplied memory cards with the voicemail and auto attendant applications pre-installed can be used.
2. IP Office Platform
G150 Media Gateway
Based on a similar architecture and form factor to Small Office Edition, G150 Media Gateway targets price-sensitive customers that do require the benefits of Avaya Communication Manager, basic applications support and local survivability for small branch offices with 2-12 users.
G150 is available in 4 user and 12 user variants and complements the Avaya range of Media Gateways, including
G250, G350 and G700. As part of the Large Communications Systems portfolio, G150 relies on centralized call processing, management and control. This is provided by an Avaya Media Server, such as S8300, S8500 or S8700, running Avaya Communication Manager software. As such G150 is not designed for standalone or autonomous use as it relies on an IP-based network connection to the Media Server for telephony and communication services.
IP Office – Enterprise Edition and G150 Media Gateway are available to suitably accredited Avaya Business Partners only. For further details, contact your local Avaya representative or visit www.avaya.com.
- Eight Digital Station (DS) ports for supported 2400, 4400, 5400, 6400 and T3 Series phones plus 3810 wireless (US) phones.