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IP Office Phone Systems

As an authorized reseller, Convergia is a partner with Avaya offering simple, powerful IP Office unified communications systems in a single device for medium to large size businesses. Save money and make your company more productive, by combining the features of traditional telephony networks and VoIP into a single, user-friendly device that streamlines your business phone system communications.

For further information on Avaya Office phone systems and all other available services and
accessories for your business communication needs, please contact the Convergia Business
Sales Team by clicking here.

How Avaya's IP Office phone works

Avaya’s IP Office phone system solutions seamlessly integrate business applications, and ensure your business continuity and room for growth in the future.

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Convergia’s professionally trained experts will help you choose the best solution for your company, install all necessary hardware accessories and tailor the system for your specific business needs.

Receptionist

Efficient and Professional Call Handling

Overview

Receptionists can handle dozens, even hundreds of calls daily, so it’s easy to see how important it is to deploy a phone application that allows for efficient call handling. IP Office Receptionist offers a visual display of incoming calls and call status throughout the business on an easy-to-use PC interface. With visual access to everyone’s phone status – who’s busy, on the phone, away from their desk – receptionists can route calls quickly and accurately with a mouse click.

Receptionist is a powerful application that allows a single operator to manage calls for single site offices and even multiple locations to ensure prompt and professional handling of all calls.

Capabilities

Fast, accurate call handling – With its intuitive PC interface Receptionist allows for convenient click-and-drag call handling that helps improve the efficiency and effectiveness of the operator, even with large call volumes.

Visual call status – Receptions can see the status and availability of all associates on the network – who’s on the phone, away from their desk, not to be disturbed, etc. – helping with speed and accuracy of call routing.

Centralized call management – With Receptionist, a single operator can handle calls for multiple offices – transferring calls between locations, adding people to conferences, managing voicemail messages for associates. The result: streamlined operations, consistency of service and cost savings.

Call handling for multiple businesses – When an operator manages calls for multiple businesses (for example, in a shared office environment), Receptionist enables the operator to quickly and accurately identify callers, greet them appropriately, and route calls to the right business. Sharing the receptionist resource reduces costs.

Benefits

• Streamline operations – Handle large call volumes with just a single receptionist, in standalone or multi-site environments; use a single operator to manage calls for multiple businesses.

• Provide professional service to callers – Easy-to-use interface means receptionists can see the status of users on the network to quickly and accurately route calls to the right people.

Specifications

Format	• IP Office Software Download
System Requirements	• IP Office Essential Edition or IP Office Preferred Edition or IP Office Advanced Edition
User Requirements	• Any IP Office telephone • Ethernet-attached PC using Windows XP or Windows Vista Business/Enterprise/Ultimate or Windows 7 Professional/Enterprise/Ultimate For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents.
Feature Detail	• Inbound & Outbound Call handling • Phone Call Control including Conference Call Control & Conference Rooms; Transfer, Hold, and Park via drag & drop • Up to 16 Park Slots with customized labels • Configuration of Phone Preferences • Receive Caller ID & Name Display (provided by local service provider) • Speed Dial and Busy Lamp Field management of users within and across the enterprise • Local Phone Directory • Separate Call history logs – All, Incoming, Outgoing, Missed Calls, Messages • Ability to create script for incoming call handling • Time on Call display • Door Open Control • Monitoring of up to 8 Queues & ability to answer calls in queue • Simple Outlook contact record creation • Distinctive Ringing using WAV file • Centralized receptionist across connected locations

OfficeWorker

Keep productivity high throughout the office

Overview

Associates who are always working in the main office require a unique set of communications tools to ensure they can be as productive as possible at all times. The web browser-based Office Worker solution for IP Office is a single, intuitive PC interface that puts powerful communications tools at your fingertips.

Get things done quickly and efficiently – make decisions, answer questions, convey critical and timely information – without leaving your desk. Send and receive instant messages. Manage audio conferences with the click of a button. Check status of co-workers right on your PC screen (see who’s “on the phone”, “away”, on “do not disturb”, etc.). Click to speed dial. Access all your messages – voice, fax, email – from a single, easy-to-use interface.

Office Worker helps employees work faster and smarter. That can translate into greater productivity and efficiency and better customer interactions.

Capabilities

Control calls from your PC – With just a click, you can access dozens of speed dial entries, transfer calls and conference in colleagues. It’s simple, fast, and an extremely efficient way to manage high call volumes.

Efficiently manage all messages – With its built-in unified messaging, Office Worker allows you to handle all your messages from one place on your PC. See voice mail messages alongside emails and faxes and respond to the high priority ones first.

Manage audio conferences – Simplify how you create, access, and manage audio conferences so employees make better use of this productivity enhancing tool. IP Office’s built-in conferencing bridge can provide significant cost savings, too.

Presence and instant messaging – Always know the status of co-workers by “seeing” what they’re doing right on your PC screen. Send instant messages to associates to improve response times and speed decision-making.

Benefits

• Improved productivity – Stay connected, responsive and productive; quickly and easily share ideas, provide direction and deliver on commitments.

• Increased responsiveness – Being accessible and responsive to customers and colleagues is always critical; with Office Worker, employees have the tools to quickly reach and be reached.

• Low cost deployment – With its web browser based application interface, Office Worker is quickly and easily deployed to users throughout the office; its intuitive interface can be quickly mastered.

Specifications

Format	• IP Office Software Download
System Requirements	• IP Office Preferred Edition or IP Office Advanced Edition
User Requirements	Browsers: • Microsoft Internet Explorer version 7 and above • Mozilla Firefox version 3.5 and above • Apple Safari version 3.2 and above • Windows Safari version 3.2 and above PC Client Specifications: • Windows XP, Windows Vista (Business/Enterprise/Ultimate), or Windows 7 (Professional/Enterprise/Ultimate) PC Server Specifications: • Ethernet-attached PC running one of the following Server Operating systems: Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 • Voicemail synchronization in Email and Browser based access to voicemail works with any IMAP mail client (Outlook); Web access supported on Microsoft Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2 • For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents.
Feature Detail	With browser interface: • Inbound & Outbound Call handling (Answer, Hold, Transfer, Drop) • Receive Caller ID & Name Display (per service provider) • Conference Call control (Add, Drop, Record Conference, Mute, Un-mute) • Time on call displayed • Door opening control • Queue Monitoring • Phone Preference Setting Do Not Disturb, Voicemail ring back, and Voicemail out calling • Personal, System, and External Directory • Speed dial and Presence management of users within and across the enterprise • Send Instant Messages (IM) to internal users • Separate Call History logs – All, Incoming, Outgoing, Missed, Messages • Voicemail message management

MobileWorker

One number access for employees on the road

Overview

For staff who are often out of the office, but don’t require a laptop, IP Office Mobile Worker (available with IP Office Preferred Edition and Advanced Edition) keeps them readily accessible. Wherever they’re working – with clients, between stores/locations, down the hall, in the warehouse, or on the road – Mobile Worker turns any phone (cell or home phone, for instance) into an extension of their office phone, with many of the call handling features available in the office.

Staff give out just one phone number – their office number – and calls ring simultaneously on any other designated phone, making it easy for customers, colleagues and vendors to reach them wherever they are.

Capabilities

One number access – Provide customers and others with just your office phone number – and have all calls ring simultaneously on any other phone (mobile, remote office, home), eliminating missed calls when out of the office or away from your desk. Key call handling features – such as transfer, conference, forward and hold – are available, even on a mobile or home phone.

Roam the office/warehouse – With an Avaya wireless IP phone (purchased separately), staff can roam throughout the building or campus and stay completely accessible, as though at their desk.

Easy access to messages – All messages – voicemail, email, faxes – appear in a single inbox on the PC for fast, efficient message retrieval. Hear and reply to email messages over the phone – no need for a laptop or smartphone.

Benefits

• Enhanced customer service – Mobile sales and service staff stay connected and responsive to customers regardless of where they are.

• Increased productivity – Access to people, messages and information help mobile employees deliver whether in or out of the office.

• Increased customer knowledge – All calls that go through IP Office can be tracked and monitored to capture data on customer interactions.

• Reduced costs – Calls that are routed through IP Office take advantage of business calling plans, which can significantly reduce overall calling costs.

Specifications

Format	• IP Office Software Download
System Requirements	• IP Office Preferred Edition or IP Office Advanced Edition • ISDN-PRI, T1, E1, or SIP trunks • Voice Compression Module (VCM) Channels when using IP wireless • Microsoft Exchange when using Email Reading
User Requirements	Mobile call control: • Any fixed phone (e.g. home line) or any mobile device (Cell phone, PDA, etc.) Mobile Call Control with enhanced graphical user interface: • Symbian Single Mode Version 4, Windows Mobile Version 5, or Windows Mobile Version 6 In building roaming options: • Avaya 3641/3645 IP Wireless telephones • Requires the Avaya Voice Processing Platform (AVPP) server that provides quality of service • Security: 40- and 128-bit WEP security Avaya DECT R4: • Requires DECT R4 Base Station (IPBS) • Sufficient Voice Compression Module (VCM) Channels • Optional Avaya In-building Wireless Server (AIWS) for Management and Directory integration • Avaya 3720 DECT R4 handset • Avaya 3725 DECT R4 handset with color display Avaya DECT R4 optional accessories include: • Chargers: Basic, Advanced, Rack Mount, Multiple • Belt Clip • Leather Case • Headset • 3725 supports standard Bluetooth headset Email Reading and Reply: • IP Office Preferred Edition • Microsoft Exchange
Feature Detail	• One number access • Simultaneous ringing of mobile device when calls arrive at IP Office desk phone • Transfer, Conference, Hold, Record Conversations • Make calls from mobile device through IP Office • Called party receives CLI of IP Office (called party requires CLI from local service provider) • Email Reading and Reply using Text-To-Speech technology

Teleworker

Full-time Remote Worker Productivity

Overview

IP Office Teleworker provides small businesses with powerful communications tools to enable home and remote workers to be just as accessible and responsive as employees who work in the office. Available with IP Office Preferred Edition and Advanced Edition, Teleworker allows small businesses to expand their labor pool by enabling people to work remotely – wherever that may be – with the full array of office phone capabilities.

With just an Internet connection, home and remote workers are a seamless extension of the main office, making it easy for customers and colleagues to reach them. Calls flow through the network reducing costs (and eliminating variable phone expenses), and real estate requirements can be substantially reduced.

Capabilities

Point-and-click call handling – The intuitive and easy-to-use browser-based interface makes call handling a snap. Click to dial, transfer, hold, conference, and more. Access hundreds of speed dial entries.

Cost-effective communications – Connecting through a VPN allows remote workers’ phone expenses to be reduced or even eliminated. Streamline real estate and facilities costs by hiring full-time remote workers.

Easily manage a dispersed workforce – Presence features allow remote workers and their office counterparts to “see” each other’s status: who’s on the phone, away from their desk, busy, etc. Record, archive and replay calls for monitoring and training purposes.

Expand your labor pool – Hire the right employees whether they live down the block, across the country or on the other side of the world; Teleworker seamlessly connects them to your network so they are virtually “in the office”.

Benefits

• Reduce expenses – Eliminate variable phone expenses for remote workers, and even reduce real estate leasing and facilities costs.

• Strengthen your workforce – Hire the right people, regardless of where they live. Teleworker helps you grow your business with the most qualified people.

• Ensure Productivity & Professionalism – If VPN connectivity is lost or bandwidth compromised, employees won’t miss important calls. With Teleworker, they simply leverage their PC interface and home or wireless phones to stay connected.

• Increase productivity – Reduce or eliminate commute times. Expand business hours by hiring remote workers in different time zones.

Specifications

Format	• IP Office Software Download
System Requirements	• IP Office Preferred Edition or IP Office Advanced Edition with Voice Compression Module (VCM) Channels
User Requirements	Broadband Internet Access Browsers: • Microsoft Internet Explorer version 7 and above • Mozilla Firefox version 3.5 and above • Apple Safari version 3.2 and above • Windows Safari version 3.2 and above PC Client Specifications: • Windows XP, Windows Vista (Business/Enterprise/Ultimate), or Windows 7 (Professional/Enterprise/Ultimate) PC Server Specifications: • Ethernet-attached PC running one of the following Server Operating systems: Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 • Voicemail synchronization in Email and Browser based access to voicemail works with any IMAP mail client (Outlook); Web access supported on Microsoft Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2 For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents.
Feature Detail	With browser interface: • Work from anywhere with just an Internet connection and telephone • Inbound & Outbound Call handling (Answer, Hold, Transfer, Drop) • Receive Caller ID & Name Display (per service provider) • Conference Call control (Add, Drop, Record Conference, Mute, Un-mute) • Time on call displayed • Door opening control • Queue Monitoring • Phone Preference Setting such as Profiles (Office, Mobile, Home), Do Not Disturb, Voicemail ring back, and Voicemail out calling • Personal, System, and External Directory • Speed dial and Presence management of users within and across the enterprise • Send Instant Messages (IM) to internal users • Separate Call History logs – All, Incoming, Outgoing, Missed, Messages • Voicemail message management With PC Client interface: • Work from anywhere with just an Internet connection • Inbound & Outbound Call handling (Call, Hold, Transfer, End, Redial, Speakerphone, Mute) • Time on call displayed • Contact creation • Access IP Office Directory (System, Corporate, Personal) • 12 customizable feature key buttons • Call History log – All, Incoming, Outgoing, Missed • Integrated videoconferencing support

PowerUser

Stay connected and productive – anywhere

Overview

The ultimate in communications accessibility, IP Office Power User enables executives and managers to be as productive as possible in virtually any circumstances. Whether in the office, down the hall, at home, or on the road, Power User lets key personnel always be responsive to customers and colleagues.

Armed with a laptop and any phone, Power User software (in conjunction with IP Office Preferred Edition and Advanced Edition), unifies communications to help ensure the most important staff are working at the highest levels of productivity and efficiency at all times.

Capabilities

One number access – Provide customers and others with just one phone number – your office number – and have all calls ring simultaneously on any other phone (mobile, remote office, home), eliminating missed calls when out of the office or away from your desk.

Control calls from any phone – With just a laptop and Internet connection, any phone can become an office phone, with the full complement of features and capabilities delivered via an easy-to-use PC interface.

Turn a laptop into a phone – With Power User, a laptop, headset and Internet connection can reduce or eliminate calling fees and help people stay connected. Make and receive personal video calls to another Power User or Teleworker on the network.

Email text-to-speech – Receive important email messages without access to a laptop or smartphone by having them read over the phone with advanced text-to-speech capability.

Unified messaging – All messages – voicemail, email, faxes – appear in a single inbox on the PC for fast, efficient access to information. Synchronization keeps all mailboxes up-to-date. Access all messages via a web-browser.

Message notification – Automatically receive notification of new messages and access them via any phone, respond to messages and more.

Host conference calls – Set up conference calls “on the fly” or schedule them and IP Office automatically notifies participants. With 128-party conferencing built-in (with up to 64-parties per conference), IP Office enables cost-effective collaboration.

Benefits

• Non-stop productivity – Stay connected, responsive and productive under just about any circumstances – sharing ideas, providing direction and delivering on commitments.

• Increased responsiveness – Being accessible and responsive to customers and colleagues is critical, and with Power User key executives are available anytime, anywhere.

• Improved bottom line – Faster decisions and better customer service often translate into greater revenue generation and a more attractive bottom line.

• Reduced costs – Built-in features (such as conferencing) help reduce ongoing costs while delivering powerful new capabilities that differentiate the small business.

Specifications

Format	• IP Office Software Download
System Requirements	• IP Office Preferred Edition or IP Office Advanced Edition • ISDN-PRI, T1, E1, or SIP trunks • Voice Compression Module (VCM) Channels when using IP wireless or IP Office Video Softphone • Microsoft Exchange when using Email Reading and Reply
User Requirements	Mobile call control: • Any fixed phone (e.g. home line) or any mobile device (Cell phone, PDA, etc.) Mobile Call Control with enhanced graphical user interface: • Symbian Single Mode Version 4, Windows Mobile Version 5, or Windows Mobile Version 6 In building roaming options: • Avaya IP Wireless telephones • Avaya DECT R4 • Avaya Cordless Telecommuter Mode (control calls from any phone): • Broadband Internet connection • Laptop • Any phone able to accept direct incoming call (mobile phone, home phone) IP Office Video Softphone: • Broadband Internet connection • Laptop • Headset Email Reading and Reply: • IP Office Preferred Edition • Microsoft Exchange Voicemail synchronization with email Inbox and browser based access to voicemail PC Specifications: • Ethernet-attached PC • Works with any IMAP mail client (Outlook); Web access supported on Microsoft Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2 • Microsoft Internet Explorer version 7 and above, Mozilla Firefox version 3.5 and above, Apple Safari version 3.2 and above, Windows Safari version 3.2 and above For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents.
Feature Detail	• One number access • Receive phone calls on mobile device when someone calls IP Office desk phone • Transfer, Conference, Hold, Record Conversations • Make calls from mobile device through IP Office; called party receives CLI of IP Office (called party requires CLI from local service provider) • Email Reading and Reply using Text-To-Speech technology with Microsoft Exchange • Web browser access to voicemail messages without dialing into your voicemail box • Synchronization of voicemail messages – delete a voicemail message from your Inbox and it will simultaneously be deleted from your voicemail box and vice versa! With browser interface: • Work from anywhere with just an Internet connection and telephone • Inbound & Outbound Call handling (Answer, Hold, Transfer, Drop) • Receive Caller ID & Name Display (per service provider) • Conference Call control (Add, Drop, Record Conference, Mute, Un-mute) • Time on call displayed • Door opening control • Queue Monitoring • Phone Preference Setting such as Profiles (Office, Mobile, Home), Do Not Disturb, Voicemail ring back, and Voicemail out calling • Personal, System, and External Directory • Speed dial and Presence management of users within and across the enterprise • Send Instant Messages (IM) to internal users • Separate Call History logs – All, Incoming, Outgoing, Missed, Messages • Voicemail message management With PC Client interface: • Work from anywhere with just an Internet connection • Inbound & Outbound Call handling (Call, Hold, Transfer, End, Redial, Speakerphone, Mute) • Time on call displayed • Contact creation • Access IP Office Directory (System, Corporate, Personal) • 12 customizable feature key buttons • Call History log – All, Incoming, Outgoing, Missed • Integrated videoconferencing support

Agent

Improve Agent Productivity and Customer Intelligence

Overview

Businesses that understand how communications can enhance customer service and productivity will appreciate the powerful information IP Office Customer Service applications for Agents and Supervisors can deliver

Whether a business has a traditional call center or simply people who answer phones, valuable data in customer calls can help improve customers’ experiences and deliver greater revenue and more satisfied and loyal customers.

Available with IP Office Advanced Edition, Customer Service for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools.

Capabilities

Real-time Access to Information – Supervisors get point and click, drag and drop convenience for real-time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports.

Through customizable views set by their supervisor, agents can see a wide range of information to help them budget their time based on workload, call queues and agent availability, including number of calls on hold or in progress, lost calls, number of agents logged in/out, and more.

When an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.

Customizable Reports – Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business:
• Create a caller identification report to see where the most (or fewest) calls originate from (by area code, country code, prefix, etc.)
• See how many calls have been taken over a period of time, the length of calls, and more
• Set and adjust thresholds to trigger alarms to suit changing objectives and campaign targets
• Schedule automatic report delivery in preferred formats

Detailed, actionable data helps Supervisors schedule staffing for peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance.

Benefits

• Improve customer experience – provide highly personalized customer service with speed and efficiency

• Manage staff more effectively – understand the peaks and valleys of call volumes so you can staff accordingly

• Improve training – make better use of agent call recordings to enhance sales techniques and service skills

• Grow revenue – detailed data on calling patterns helps drive more effective sales campaigns and day-to-day selling performance

Specifications

Format	• Included with IP Office Advanced Edition
System Requirements	• IP Office 500 • The following Server Operating system (32 bit) Microsoft Windows Small Business Server 2003 R2, Microsoft Windows Server 2003 SP2, Microsoft Windows Server 2003 R2 • Intel Pentium D945 core/AMD Athlon 64 4000+; with 2GB RAM and 30 GB free hard disk space
User Requirements	• Any IP Office telephone • Microsoft Internet Explorer, version 7.0 and above • Mozilla Firefox, version 3.0 and above • Apple Safari, version 2.0 and above
Feature Detail	• Browser Based, Drag & Drop application • View statistics: Agent States, Agent ACW, Agents Available, Agents Logged On, Agents Present, Agents Ringing, Answered Calls, Answered External (non-queue), Answered Internal (non-queue and queue), Average Answer %, Average Answer Time, Average Wait Time, Busy Not Available, Calls Waiting, Current Wait Time, Grade of Service, Longest Wait Time, Lost Calls, New Messages, No Answer, Outbound Calls (external), Overflowed Answered, Overflowed Calls, Overflowed Calls Waiting, Overflowed Lost, Queue State, Queue State Time, Routed to Other, Routed to Voicemail, Transferred • Supervisor Alarm setting and Notification by agent and group • Change in color indicates state of Alarm: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge • Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports • Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards • Report format (Adobe, Word, Excel, Rich Text, or Crystal) • Email report in format of recipients choice

Supervisor

Improve Agent Productivity and Customer Intelligence

Overview

Capabilities

Benefits

Specifications

Format	• Included with IP Office Advanced Edition
System Requirements	• IP Office 500 • The following Server Operating system (32 bit) Microsoft Windows Small Business Server 2003 R2, Microsoft Windows Server 2003 SP2, Microsoft Windows Server 2003 R2 • Intel Pentium D945 core/AMD Athlon 64 4000+; with 2GB RAM and 30 GB free hard disk space
User Requirements	• Any IP Office telephone • Microsoft Internet Explorer, version 7.0 and above • Mozilla Firefox, version 3.0 and above • Apple Safari, version 2.0 and above
Feature Detail	• Browser Based, Drag & Drop application • View statistics: Agent States, Agent ACW, Agents Available, Agents Logged On, Agents Present, Agents Ringing, Answered Calls, Answered External (non-queue), Answered Internal (non-queue and queue), Average Answer %, Average Answer Time, Average Wait Time, Busy Not Available, Calls Waiting, Current Wait Time, Grade of Service, Longest Wait Time, Lost Calls, New Messages, No Answer, Outbound Calls (external), Overflowed Answered, Overflowed Calls, Overflowed Calls Waiting, Overflowed Lost, Queue State, Queue State Time, Routed to Other, Routed to Voicemail, Transferred • Supervisor Alarm setting and Notification by agent and group • Change in color indicates state of Alarm: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge • Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports • Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards • Report format (Adobe, Word, Excel, Rich Text, or Crystal) • Email report in format of recipients choice

IP Office Essential Edition

IP Office Essential Edition: For Essential Business Communications

Overview

The IP Office Essential Edition is the foundation upon which to build your IP Office solution. Providing the necessary call handling and routing functionality for IP Office, Essential Edition helps ensure small businesses have the communications tools they need to operate effectively and efficiently.

Get the basics: caller ID, dial-by-name, automated attendants, conferencing, voicemail, and more. Essential Edition provides the “must haves” small businesses need to enhance their communications with customers and colleagues and streamline their operations.

Capabilities

Automated-Attendants – Program up to 40 automated attendants (maximum 6 simultaneous calls) to handle almost any customer situation. Customize caller greetings so key clients receive a personal message and are routed directly to the most appropriate person or team.

Dial By Name/Extension – Callers can easily reach the person they want to connect with by simply typing the name or extension on the phone keypad.

Voicemail – A range of choices that enable staff to stay connected regardless of where they are. Retrieve voicemail messages from the keypad on any telephone, through the context-sensitive display on an Avaya phone, or via email (voicemail messages show up just like an email).

Benefits

• Efficient call handling – Through touch tone prompts, quickly route customers to the right department to save your time and their’s

• Convenience – Enable callers to easily enter the name of the representative they seek for fast, personalized attention

• 24-hour access – Customized voicemail greetings for each member of your staff enables customers to feel connected even when you’re not there

Specifications

Format	• Secure Digital (SD) Card
System Requirements	• IP Office 500 system
User Requirements	• Any IP Office telephone
Feature Detail	• Maximum of 6 concurrent calls • Approximately 15 hours of storage • 40 simple automated attendants • Multiple language support • Message control: Save, Delete, Forward, Repeat, Rewind, Fast Forward, and Skip Message • All messages time & date stamped • Break out to reception
Related Products	• IP Office Preferred Edition • IP Office Advanced Edition

IP Office Preferred Edition

IP Office Preferred Edition: For Optimal Responsiveness and Professionalism

Overview

IP Office Preferred Edition delivers intelligent communications capabilities that enable staff to collaborate easily and respond quickly to customers and colleagues. With Preferred Edition, businesses can use communications to establish a competitive edge – through intelligent call routing, sophisticated messaging – and call handling and application integration.

IP Office Preferred Edition enhances all the capabilities of Essential Edition and much more.

Capabilities

Scalable and Sophisticated Voicemail – Handle up to 40 simultaneous calls. Make the entire staff more productive and efficient. Broadcast a single voicemail to all employees, a specific department or just one team. Address messages by extension or name. Have voicemail messages “find” you and alert you to new messages.

Secure “Meet Me” Conferencing – The built-in 128-party conferencing capability makes it easy for all users to host their own personal password-protected conference bridge (up to 64-parties per conference) to securely collaborate with customers and colleagues. Its unique call capacity lets you host a multitude of calls simultaneously.

Automated Call Routing – With the ability to create an unlimited number of automated attendants (each with an unlimited number of levels), sophisticated call routing is now a reality for any size business. Customize attendants to handle calls by time of day, day of week or other variable. Program attendants to recognize callers and deliver personalized messages to them. Pre-record announcements (holiday greetings, promotions) and schedule them for future use.

Call Recording – Built-in recording of incoming or outgoing calls. Set the frequency of recorded calls (all calls or a percentage of calls). Record calls on demand with the push of a button. Recordings can be sent directly to voice/email mailboxes as a WAV file attachment for forwarding via email.

Benefits

• Investment Protection – Expandable as your business grows. Handles ten times more voice messaging capacity than   Essential Edition to accommodate higher number of calls from customers and aadditional users

• Empowerment of all users within or across the business…All users can spontaneously host their own personalized and   secure conference calls

• Flexible management – Easily adapts to your changing business needs

• Communications assurance – With the ability to easily record calls no one should ever miss important information from a   meeting

Specifications

System Requirements	• IP Office 500 system • Ethernet-attached PC configured with the Applications DVD Server (Windows OS not required). Or one of the following Server Operating systems: Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 R2 • Voicemail synchronization in Email and Browser based access to voicemail works with any IMAP mail client (Outlook) • IP Office 500 system has 128 party conference capacity, with up to 64 parties on a single call • Requires as many digital trunks/channels as external participants. For example, 1 T1 allows 23/24 external parties, 1 E1 allows 30 parties, etc. For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents.
User Requirements	• Any IP Office telephone
Feature Detail	System Features • Up to 40 concurrent calls for voice mail access • Voice storage dependant on PC hard drive size (1MB per minute) • Unlimited multi-level intelligent automated attendants • CLI/ANI number screening to personally answer and route known callers • Time & date profiles to cater for public holidays and emergency closures • Sophisticated in-queue announcements advises callers Estimated Time to Answer and Position In Queue • Multiple language support • Single, centralized voicemail solution when used with IP Office Multi-Site Option • Distributed voicemail solution available when used in IP Office Multi-Site Option • Message control: Save, Delete, Forward, Repeat, Rewind, Fast Forward, Skip Message, and Pause • Message retrieval options of LIFO/FIFO playback (Last In First Out/First In First Out) • Set message as Priority, to be played first • Outcalling notification of messages left in voice mail box Conference Features • Helpful voice prompts guides callers into the conference call • Unique PIN codes ensures security for conference calls • Conference entry/exit tones; single beep on entry, double beep on exit • Conference call recording • Conference Call control (Available with IP Office Power User, IP Office Teleworker, and IP Office Office Worker solutions) • ‘Conference Room’ automatically dials users and adds them if available (Requires Receptionist solution) User Features • Record calls to mailbox • Personal attendants • Personalize greetings and pre-record extended greetings • Send notification, Forward, and Copy voice messages to Email Inbox • Browser based access to voice messages • Message control from your PC (Available with IP Office Power User, IP Office Teleworker, and IP Office Office Worker solutions)

IP Office Advanced Edition

IP Office Advanced Edition: Superior Customer Service and Intelligence

Overview

IP Office Advanced Edition enables growing businesses to take advantage of Avaya’s industry-leading contact center expertise. For small to medium businesses that want to differentiate themselves through exceptional customer service, Advanced Edition provides customer service reps and their supervisors with the tools to effectively handle call volumes and gather and report valuable customer intelligence to help increase sales and agent productivity.

Building on the IP Office Preferred Edition (required pre-requisite), Advanced Edition helps businesses take customer service to a higher level.

Capabilities

View agent status – Customer service reps and supervisors can get real-time information on call queues, hold times, agent status and more, to help ensure customers are always being served quickly, efficiently and professionally.

Assess agent productivity – Customer service supervisors can gather current and historic data and generate reports to gauge the productivity and performance of agents. The intuitive browser-based interface offers drag-and-drop simplicity, making it easy to configure, generate and deliver customized reports that can be acted upon quickly.

Manage campaign performance – Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize on the investment. Capture information such as telephone number and area where responders are calling from (among other data) that can help streamline costs and boost campaign-generated revenue.

Selectively retrieve recorded calls – Call recording can positively impact customer service and revenue and it also enables more meaningful training sessions. Calls can be easily and securely retrieved from any PC by searching on any number of fields such as date, time and extension number, and archived to a storage device such as DVD.

Automate popular inquiries – Free up valuable time for customer service reps by providing customers with easy-to-use caller menus for fast and efficient responses to commonly-asked questions. Callers can respond with touch-tone or voice response (or both). Create customized surveys. Retrieve information the same way voicemail messages are replayed.

Create self service menus – Improve responsiveness to customers and continue generating revenue even outside of normal business hours. Customized, automated self-help menus allow customers to place or change orders, check status of shipments, and more.

Benefits

• Measure and track customer service – Real time and historical call statistics gives your business insight into how well you are serving your customers

• Quicker response to service issues – Simple to use management tools enable you to react to and change routing rules, agent assignments or service capacity on demand

• Manage resources efficiently with automated 24/7 service – Self-help options can drive revenue in off-hours (access information, get directions, check order status and more) and free up agents for more critical, customer-facing tasks

• Discover new opportunities – Leverage your customer recordings for first-hand information on what your customers want. Confidently create new offers or enhance existing ones to boost your revenue stream and expand market presence

• Address individual agent needs – Quality checks (through call recordings) can reveal both positive and negative agent performance. This will enable you to correct or reward accordingly

• Conflict resolution – Replay customer conversations to help resolve customer issues with the facts

Specifications

System Requirements	All system requirements as in IP Office Preferred Edition plus: Viewing agent productivity, monitoring, and report generation: • The following Server Operating system Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 R2 Storage facility for call recording: • Ethernet-attached PC running Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), or Windows Server 2008 (32-bit) • A minimum of 20GB disk space is recommended to allow for at least 10GB of recordings (1000+ hours of audio). Self Service Menus: • Interaction with 3rd party standards based ADO interface (ActiveX Data Objects) databases • Interaction with Visual Basic Scripting For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents.
User Requirements	• Any IP Office telephone Viewing agent productivity, monitoring, and report generation: • Microsoft Internet Explorer, version 8.0 and above • Mozilla Firefox, version 3.5 and above • Apple Safari, version 3.2 and above • Windows Safari, version 3.2 and above Access to storage facility for call recording: • Microsoft Internet Explorer, version 7.0 and above • Mozilla Firefox, version 3.5 and above • Apple Safari, version 3.2 and above • Windows Safari, version 3.2 and above
Feature Detail	All features included in IP Office Preferred Edition plus: Viewing agent productivity, monitoring, and report generation: • Browser Based, Drag & Drop application • View statistics: Agent States, Agent ACW, Agents Available, Agents Logged On, gents Present, Agents Ringing, Answered Calls, Answered External (non-queue), Answered Internal (non-queue and queue), Average Answer %, Average Answer Time, Average Wait Time, Busy Not Available, Calls Waiting, Current Wait Time, Grade of Service, Longest Wait Time, Lost Calls, New Messages, No Answer, Outbound Calls (external), Overflowed Answered, Overflowed Calls, Overflowed Calls Waiting, Overflowed Lost, Queue State, Queue State Time, Routed to Other, Routed to Voicemail, Transferred • Display statistics, show top agent ‘leader’, provide motivational messages to agents on external optional LCD • Customize LCD with company logo and colors • Alarm setting and notification (color change) by agent and group: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge • Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports • Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards • Report format (Adobe, Word, Excel, Rich Text, or Crystal) • Email report in format of recipients choice Storage facility for call recording: • Search and replay application • Secure log in • Locate recording through filters: Date, Parties, Length of Call, and Target Number • Replay controls: Start, Stop, Pause, Skip Forward, Skip Backward, and export recording to readily playable .wav file • Archive recordings to DVD Self service menus: • Database actions: Database Open, Database Execute, Database Get Data, Database Close • Interaction with database accomplished through Structured Query Language scripts (SQL) • SQL Query Builder Wizard

Key Features

Streamline your communications by combining all these features through Avaya’s IP Office for your business:

	IP Office Essential Edition	IP Office Preferred Edition	IP Office Advanced Edition

Benefits

Avaya offers new ways to do more with less, so companies can remain flexible, innovative and competitive without driving up operating costs. Avaya’s IP Office communications system puts the solution at your fingertips.

Avaya Phone Models

Model Number	Details
Avaya 1403	The Avaya 1403 is the most basic digital phone for everyday use The Avaya 1403 digital phone is designed for general use in areas like stock rooms and lobbies. It is perfectly adequate for basic use, but not recommended for those who regularly need to use a phone in carrying out their job duties. The Avaya 1403 is fully compatible with IP Office and Communications platforms.
Avaya 1408	The 1400 series offers the best of both worlds The 1400 series combines classic features with modern updates. Fixed keys ensure easy usage of the most common functions, with flexible softkeys offering increased comfort and efficiency. The Avaya 1400 series has integrated speakers and additional advanced technology to deliver clean, clear audio quality. The Avaya 1408 includes all of the features of the Avaya 1403, along with an additional headset port.
Avaya 1416	The 1400 series gives you the best of both worlds The 1400 series combines classic features with modern updates. Fixed keys ensure easy usage of the most common functions, with flexible softkeys offering increased comfort and efficiency. The Avaya 1400 series has integrated speakers and additional advanced technology to deliver clean, clear audio quality. The Avaya 1416 includes all of the features of the Avaya 1403, along with an additional headset port as well as a 32-button extension module.
Avaya 5402	The Avaya 5402 is a 2-wire digital telephone at a low cost The Avaya 5402 is a low priced 2-wire digital telephone for a variety of office uses. Designed to complement the mid-level 5410 and executive 5420 telephones, the 5402 is hearing aid-compatible, includes a flashing Message Waiting Indicator, eight Personalized Ring Patterns and can be mounted on a wall or desk. Features include a 2-line x 54-character display, with two label-less call appearances; a Listen-Only Speaker; and 10 Fixed-Feature Keys for Conferencing, Redial, Call Transfers, Call Drop, Redial, Speaker, Message, Mute and Hold.
Avaya 5410	The Avaya 5410 is a display phone with flexible capabilities The Avaya 5410 is a flexible display phone with multiple capabilities including local call log and speed dial, options that were not available with previous generations of digital phones. Features include: a 5 x 29 display, with 12 label-less call appearances (on 2 screens); a full-duplex speakerphone; 14 fixed-feature keys, 4 softkeys, 12 shift-feature buttons; a large message indicator; headset jack; local language customization capability; 8 personalized ring options; wall or desk mountable.
Avaya 5420	The Avaya 5420 digital phone offers a variety of convenient options The Avaya 5420 digital phone provides many convenient options, along with expansion capabilities and ensuring effective integration with existing infrastructure investments. This display phone has a large display area for clear and easy viewing, as well as added call control via 24 call appearance/feature buttons. Maintenance and administration are made easy, with a switch that automatically performs key/button identification, thus eliminating the need for paper labels in denoting phone options, and reducing costs to relocate phones between offices or users. Online access for electronic downloads ensures quick and easy to upgrades and feature enhancements when available. Added features like a speed-dial directory and call logging capabilities further enhance productivity by giving users the necessary tools for more efficient call tracking and faster outbound calling capability.
Avaya 1603	The Avaya 1603-I is perfectly suited for everyday use The Avaya 1603-I is reliable, and has a basic interface that makes it simple and easy to use for everyone. Every function key has two lights (red and green), to indicate status, and the backlight makes the display clearly visible in any office environment.
Avaya 1608	The Avaya 1608-I features 8 programmable-function keys and 10 fixed-function keys The Avaya 1608-I features 8 programmable-function keys along with 10 fixed-function keys. Conference calls, redial, transfer and and mute are all included options with the Avaya 1608-I. Every function key has colored lights (red and green) to indicate status. The display has a backlight, making it clearly visible in any environment, while a full duplex speakerphone ensures high quality audio clarity. The Avaya 1608-I also offers a headset jack, for which the volume can be independently adjusted as well as for the handset.
Avaya 1616	The Avaya 1616-I offers 16 programmable functions The Avaya 1616-I offers 16 programmable-function keys along with 10 fixed-function keys. Conference calls, call transfer, redial and mute options are all included with the Avaya 1616-I. Every function key has two lights (red and green) to indicate status, and the backlight ensures clear visibility of the display in any office environment. The full duplex speakerphone ensures high quality audio, with independently adjustable volume for both the headset jack and handset. In addition, the Avaya 1616-I can be expanded with 32 more keys.
Avaya 9620	Avaya 9620 IP phones are specially designed as multiple communications tools Avaya 9620 IP phones are designed specifically with the everyday telephone user in mind – people who regularly rely on multiple communications tools like e-mail and instant messaging, while also needing an intuitive, high quality phone. The Avaya 9600 Series desk phones enable dialing merely by saying the contact’s name. For contacts that have multiple numbers (e.g. mobile, office, home), the user simply specifies “call Bob Johnson at home” and the Avaya 9620 has the capability to do so, quickly and easily.
Avaya 9630	Designed for professionals with heavy phone usage and need advanced IP-telephony features, such as mobility applications Sleek, stylish, and highly functional, the Avaya 9630 IP phone offers advanced communications options such as an integrated WML interface, high definition audio, 1-touch access to Avaya Communication Manager mobility and forward features, all in a smart solution designed for those who heavily rely upon voice communications for their day-to-day business activity.
Avaya 9650	The 9650C IP desk phone is great for receptionists and call center representatives The 9650C IP desk phone is ideally suited for receptionists and call center representatives, or anyone managing a large volume of calls on a regular basis. It includes advanced capabilities such as built-in button functions for 1-touch access to bridges and feature keys.