Hardware Components

●IP403 Office supports up to 100 combined analog and digital extensions, and up to 3 expansion modules, with capacity for 52 analog trunks and 24 digital trunks. Features include 10 optional voice compression channels, 8 dual speed LAN hub ports, and 10 data channels. Data channels are used for Routing, Remote Access Server (RAS), Voice-over-IP, and VoiceMail applications.
●IP406 Office supports up to 180 combined analog and digital extensions, and up to 6 expansion modules, with capacity for 104 analog trunks and 48 digital trunks. Features include 20 voice compression channels, 8 dual speed LAN hub ports, and 30 data channels. Data channels are used for Routing, RAS, Voice-over-IP, and VoiceMail applications.
●IP412 Office supports up to 180 combined analog and digital extensions, up to 12 expansion modules, and offers capacity for 208 analog trunks and 96 digital trunks. Features include 60 voice compression channels, 2 independent LAN hub ports, and 60 data channels. Data channels are used for Routing, RAS, Voice-over-IP, and VoiceMail applications.
●Avaya™ IP Office platform capacities are dependent on expansion card and module limits. For example, 180 analog extensions (six IP400 Office Phone30 modules) are possible for the IP406 and IP412, or 180 digital extensions (e.g., six IP400 Office Digital Station 30 modules), or any combination as long as the number of modules adds to less than six for the IP406 and less than 12 for the IP412.

All Avaya IP Office models support common software, telephones, and applications.

Endpoint Solution Options

Avaya IP Office supports multiple endpoint solutions:

●IP400 Office with the Integral H323 Server supports 4600 telephones, Wireless VoIP sets, and PhoneManager, operating in IP Softphone modes.

●IP400 Office Digital Station 16 or 30 modules support MERLIN MAGIX™ 4400 series and DEFINITY® 6400 series sets. The IP400 Office Digital Station module will also support the TransTalk® 9040 wireless handset.

IP400 Office Phone 16 or 30 modules support standard analog phones, faxes and modems with support for calling line identification.

Software Component
Common Management Utilities

Avaya IP Office Manager
A Microsoft Windows-based administration tool that provides a simple user interface to facilitate moves adds and changes to the Avaya IP Office configuration.

Call Status
Included with Avaya IP Office, the call status utility allows a PC to display information on current active calls, such as time, number dialed, and Calling Line Identity (CLI).

Call Logger
Included with Avaya IP Office, the call logger allows details of call records to be sent to a file, which can be used by a third party application to display station message detail recording SMDR.

Voice Messaging
Voice mail provides anywhere, anytime access to important messages, helping you stay connected to customers and colleagues. You can choose from several options:

●VoiceMail Lite is the standard voice mail application, handling up to four simultaneous calls, depending on the Avaya IP Office platform used. Service options include automatic answer for unavailable employees, personalized greetings for customer assurance, and the ability to conveniently copy and forward messages with attachments to others or groups.

●VoiceMail Pro enhances the VoiceMail Lite version by supporting up to 30 simultaneous calls (depending on the Avaya IP Office platform used) and offers an easy-to-use graphical user interface (GUI). In addition, it provides an Advanced Call Flow to create, for example, an auto attendant that simplifies service for your customers and improves their satisfaction through standard and customized automated services.

●Integrated Messaging Pro is an optional application for VoiceMail Pro that gives you a single point of management for e-mail and voice mail messages. It integrates with a Microsoft Exchange server e-mail system to give you easy and convenient access to your messages.

●Personal Numbering is an integral part of the VoiceMail Pro application, designed to control your accessibility to callers at all times. When away from your office, you can access the voice mail server to turn your voice mail on or off, set e-mail forwarding to a given address or edit your call forwarding and Follow Me numbers to route new incoming calls, and more, so you never miss another important call.

Phone Management Solutions
The PhoneManager application lets you control the telephone terminal and manage phone calls from a Microsoft Windows desktop, providing traditional call center information your employees can use to deliver prompt, personalized service. You can choose from several options:

●PhoneManager Lite provides basic telephony call control features to all users through their desktop PCs. Users can see caller identification, the number dialed by the caller, call history, and queue monitoring, so they can respond appropriately to every call. It has distinctive rings for busy and noisy environments. It's Busy Lamp Field/Direct Station Select functionality lets you see at a glance who is available or busy and more for optimal resource allocation.

●PhoneManager Pro integrates Contact Management software to add functionality to the customer information screen pop. With this upgrade you can dial a customer with a single click, or create a new record during a call from the auto-inserted phone number. Employees can control their own voice mailboxes, monitor up to two queues simultaneously, have access to simple scripting for incoming calls, and more.

●IPhoneManager Pro is the IP softphone version of the PhoneManager Pro, enabling all productivity tools through a multimedia PC equipped with a sound card, headset, and microphone. You use the same graphical interface to handle calls, which can minimize training.

Operator and Attendant Solutions
These solutions combine easy-to-use graphical interfaces with sophisticated attendant and manager tools for improved efficiency and productivity.

●Auto Attendant helps you simplify service for customers by letting them easily and efficiently navigate the system to reach the right person, without the assistance of an operator.

●Softconsole makes your operators an integral part of your customer service strategy by empowering them to deliver personalized service outside your contact center. The graphical interface provides the information they need to answer general questions, prioritize incoming calls, and fully extend your customer relationship management abilities.

●PC Busy Lamp Field provides a dynamic view of all activity across your network via an Softconsole or standalone application for optimum call handling.

Customer Relation Management (CRM) Solutions
Avaya IP Office delivers a wide range of CRM solutions to meet your needs, whether you want to implement an informal, customer-facing team with service-level and commitment goals, a formal contact center with local or remote agents, or full multimedia contact center services.

●Compact Business Center helps you apply essential call center management techniques to optimize less formal settings, so you can monitor contacts (including lost calls), analyze service data, and peak traffic capacity. Benefit from reports on overall system performance and basic call center functionality for a workgroup with quality of service reports, selected group reports, simple plug-and-play installation, and more. It is modular and scalable for seamless integration with your business environment.

●Compact Contact Center gives you a comprehensive suite of reporting and management applications, designed for up to 75 local and remote agents. Four complementary modules are packaged as a suite for client/server operation on a Windows NT 4.0 or Windows 2000 Professional server platform. A common database allows for a single point of configuration for simplified management and maintenance and greater accuracy. The modules include:

●Call Center View for real-time service monitoring and resource staffing to improve service and lower costs.

●Wallboard Manager for a choice of wall-mounted or PC-based wallboards that clearly display CRM activity and status.

●Report Manager for in depth historical reporting on customer-facing activity for refined evaluations and enhanced resource management.

●Avaya IP Office Manager for the ability to quickly and easily change the settings of a contact center (e.g., agent names, campaign titles, call routing patters, etc.).

●Queue Manager and Campaign Manager include powerful voice and integrated voice response (IVR) applications for the contact center that facilitate agent and traffic management for better productivity and customer service.

Open CTI Interfaces
TAPI-compliant out of the box, Avaya IP Office integrates easily with popular contact management applications such as Microsoft Outlook. Sophisticated custom applications can be developed quickly and deployed with our full software development kit.

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