Avaya IP Office: Delivering Intelligent Communications To Small Businesses

Avaya IP Office
Delivering Intelligent Communications

to Small Businesses
© 2007 Avaya Inc. All rights reserved. 1

Main Menu
Introduction to IP Office
IP Office Platform Models
IP Office as a Voice Platform
IP Office as a Messaging Solution
IP Office as a Conferencing Solution
IP Office Productivity Applications
– Including Unified Communications
IP Office Voice Networking
IP Office as a Contact Center Platform
IP Office Management & Administration

Introduction to IP Office

Agenda
Avaya IP Office – a proven solution

Benefits of Convergence
IP Office - family overview
IP Office - platform overview
Ease of Management
SIP for the Small Business
Partnerships for the Small Business
Summary

Avaya IP Office Serves Small Business Successfully
A Proven Solution with Market Momentum
130,000 Systems shipped

Millions of customers served worldwide
Across all types of businesses
“Twe lv e months ag o, we we re failing to

ans we r any calls in le s s than 30 s e conds .
Now, 89% are handle d in this time . Back in
2004, only 10% of all calls we re e v e n
ans w e re d at all, now, we are unlucky if we
los e e v e n 1% of calls .
Toby Selix, CIO, Blood Diagnostics, Inc.

Major Vendor Positions through Calendar 2007
in Worldwide Business Communications Segments
Metric Period Position Pct Position Pct Position Pct Position Pct Position Pct
Telephony
Enterprise Telephony [1] Revenues 2007 #1 20% #5 7% #4 10% #3 11% #2 16%
Lines 2007 #2 11% #5 8% #3 10% #1 13% #4 10%
IP Telephony [2] Revenues 2007 #1 24% #4 10% #2 24% #3 14% #5 9%

Lines 2007 #2 20% #4 10% #1 22% #3 16% #5 9%
Converged Telephony [2] Revenues 2007 #1 37% #3 16% #7 2% #2 16% #4 14%
Applications*
Contact Centers [3] Agents 2006 #1 40% #7 4% #4 8% #2 13% #9 3%
Enterprise Messaging [5] Revenues 2006 #1 26% #6 5% #3 14% #2 24% N/A N/A
Unified Messaging [6] Revenues 2006 #1 25% N/A N/A #3 19% #2 22% #5 7%
Audio Conferencing [4] Revenues 2006 #1 30% N/A N/A #2 22% NA NA NA NA
Services
WW CPE Maintenance** [7] Revenues 2006 #3 6% #11 2% N/A N/A N/A N/A #5 3%
Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007;
[4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007 Leader
Notes: * Applications results for Alcatel/Lucent contain only those specifically listed as such
** Includes Product Support and Professional Services of CPE; Siemens includes Communications and IT Solutions & Services divisions
Synergy Research has revised Siemens’ current and historical line shipments, increasing total lines and shifting more to IP from TDM; the net effect of this revision is to lower IP
Telephony market share for all other vendors.
Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without
influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On
Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp

Growth through Acquisition and Partnership
VPNet Technologies Tata Telecom
Cyber IQ Systems Spectel
Quintus Corporation Tenovis

Route Science
Expanets
Nimcat Networks
Vista Information Traverse Networks
Technologies
2001 2002 2003 2004 2005 2006 2007

Award-Winning Avaya IP Office
Presented Avaya with

2003
Market Leadership Award
for Total Asia Pacific iCRM
January 2004
2006
2004
"CRM Excellence" Award 2007
2006
Best In Test, Ranked Avaya’s SMB

April 2004 IP-PBX #1 overall
February 2004
© 2007 Avaya Inc. All rights reserved. 2004 8

What Is IP Office?
IP Office is a converged communications solution that uses

IP telephony to deliver intelligent communications enabling
you to …
Reduce Improve
Increase
Customer
costs Productivity
Service
Reduce travel, Provide

consolidate callers with
billing, retain valuable
Work from
labor poll and information
anywhere
more and access
and be more
to
responsive
information

Benefits of IP Telephony & Convergence
IP offers new ways of working:

– Integrating the phone into business systems
– Home-workers, remote work staff
– Virtual enterprise
Reduced costs of ownership:
– Single cabling infrastructure for voice & data
– Single point of administration & remote
maintenance via LAN, WAN or RAS
– Multiple single-skilled support personnel replaced
by single multi-skilled voice/data staff
– Reduced moves/adds/changes via dynamic IP addressing
Optimisation of ISDN & WAN leased lines:
– One link to public network saves rental costs
– Dynamic bandwidth allocation for voice & data
– Reduced costs via VoIP – voice travels ‘‘free’’ on the data link

How Can You Take Advantage of Convergence?
The Hard Way… The Easy Way…
PBX
H.323 Gateway
Public Voice H.323 Gatekeeper
PBX
Network Data Hub / Switch
WAN edge device
Remote Access Server
Data Hub DHCP Server
Firewall
Router
Data Remote Access Server Internet Access
Network H.323 DHCP
Gatekeeper Server
Firewall
Internet
Single solution to purchase & install
Router
Single management interface
Single maintenance contract

The IP Office Family
IP Office 412
Up to 360 extensions, 4 T1s,

Analog Trunks and SIP Trunks
IP Office 500
Up to 272 extensions, 8 T1s,

Analog Trunks, and SIP Trunks

IP Office: A Solutions Platform
Core Software Applications

Key/Hybrid/PBX Unified Communications
2-360 Extensions Auto Attendant
Internet Access Router Voice Messaging
ISDN & Analog Trunks Unified Messaging
LAN and Hub Switch Operator Positions
Remote Access Server Contact Center
Customer Management
Firewall
Conferencing
H.323 Gateway &
Call Recording
Gatekeeper
Call Accounting
Internet Access Router Text-to-Speech
VPN Support IP Telephony
Computer Telephony
IVR

IP Office: An Applications Platform
Manager
SoftConsole
Queue Manager
Phone
Manager
Unified Conferencing
Messaging
System
Status
VoiceMail Compact Contact

Pro
Center 14
© 2007 Avaya Inc. All rights reserved.
IP Office: A Voice Communications Solution
Full telephony functionality
Functions as a key system or IP PBX
BRI, PRI, Analog, E1/T1, and SIP
2 to 360 extensions
Analog, digital, IP and wireless telephones for on-site and remote staff
VoiceMail Pro & Automated Attendant
Hunt groups and automatic call distribution (ACD)
Alternate call routing
Standards-based networking
Conference bridge--up to 64 parties
simultaneously in many combinations
ISDN
Analog
E1/T1
SIP

Application “Product Tours”
Selected from the “Help”

menu in the application
As mouse moves over
regions on screen,
explanations appear –
similar to Tool Tips
Tours available for
– Phone Manager
– SoftConsole
– VoiceMail Pro
– Conferencing
– Customer Management
– Call Recording
– Manager

IP Office Management & Administration
Ease of use:
Single Management interface for PBX,
voicemail and data routing
Intuitive Windows-based console
On-line Tutorial Documentation
Designed to minimize skill-set required
reducing administration costs
Centralized Management:
One console can manage multiple sites
Off-line & remote programming (LAN,
WAN or via analog modem)
Proactive SNMP polling for remote
administration
Forced back-up for disaster recovery
Automated software recovery
Audit Trail
Password protected & User defined rights
Remote feature activation

Reduce Calling Costs and Risk For Small
Business
Free site to site calls within a network - ‘on net’
Number portability and virtual numbers –
– Move premises and still appear local!
No need for SIP phone as IP Office acts as a SIP gateway
– works with all digital, IP and analog telephones
SIP
Half the Price* Provider IP DECT
24-channel T1:
IP phone
~$600-$700 T1/E1/
ISDN
Provider
Digital phone
24 SIP Trunks:
~$350 Analog Analog phone
Provider
Based on US Dollars

Extreme Networks Summit Solution Offers
WAN
SMB LAN SMB POE SMB POE

Value Offer Value Offer Performance Offer
Summit 200-24/48 Summit 300-24 Summit X450e-24p/48p

10/100 Ethernet switch 10/100 Ethernet switch 10/100/1000 Ethernet switch
24 & 48 port variants 24 port variant only 24 & 48 port variants
No PoE Full PoE on every port Full PoE on every port
Convergence grade hardware Based on Standard Extreme O/S Based on Advanced Extreme O/S
UniStack™ stacking for Unified Access connectivity Advanced traffic management with
management simplicity for integrated wired/wireless resiliency, comprehensive security
& IP telephony Stacking
UniStack™ stacking

Back to Main Menu
IP Office Summary
It’s a simple solution for any Small Business:
– PBX, Key system, Internet access, voicemail
And it has lots of added value: Data Hub

Desktop
Communications Networking transparency WAN edge device
Solutions Audio Control Conferencing Remote Access Server
Robust Messaging Remote worker solutions DHCP Server
Conditions-based Auto CTI & ISV Developers Program Firewall
Attendant IP Telephony Router
Unified Messaging VoIP Gateway & Gatekeeper Internet access
Personal Numbering VPN support RIP-2 protocol support
Contact Center
Internet ISP Analog Modem Mobile Phone
Access
Internet
ISDN dial-up,
Leased-line
Network or xDSL Remote
GSM, TDMA
Server ISN, T1 CDMA
Access
Server
WAN
Remote
Office ISDN Router
Router ISDN TA
Remote Office
IP Office Platform Models

Agenda
IP Office 412 details

IP Office 500 details
Optional Hardware

IP Office 412
Detailed Technical Information
• Up to 360 combined analog, digital, IP, and Wireless endpoint support (12 expansion modules)
• Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP
• Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center, Unified
Communications, etc.
• Conference bridge (Up to 2 x 64 parties)
• 2 independent 10/100Mbps LAN ports (Layer 3) for Firewall separation 100 data channels
• Integrated serial WAN port
• Native VoIP: requires Voice Compression Module (up to 60 VoIP compression channels)
External relay driver output

Internal/External Music-On-Hold
Hardware-based data compression
Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec

IP Office 500
Detailed Technical Information
• Up to 272 combined analog, digital and IP endpoint support (8 expansion modules)
• Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP
• Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center,

Unified Communications, etc.
• 2 x 10/100Mbps LAN Switch ports (Layer 3)
• 48 data channels
Native VoIP: requires Voice Compression Module (up to 128 VoIP compression channels)
External relay driver output

Internal/External Music-On-Hold (supports 4 sources; 3 internal/1 external)
Hardware-based and Software-based data compression
Router/ Internet Access/ Firewall/ DHCP server/ RIP-2 support/ VPN support with L2TP or IPSec

Ideal for Small Businesses
Makes Both Capacity and Functionality Upgrades Easy
Universal slot
interface (4)
Up to 8
expansion
modules
Smart Card for

feature key LAN/WAN
(Ethernet)
Compact Flash
(Embedded External External Music
Messaging, Music Relay control on Hold
On Hold)

Avaya IP Office 500
How Would You Like Yours?
TAKE A LOOK UNDER THE HOOD

Range of interface modules: Variety of Trunk ‘Daughter cards’
– Base cards Fit securely on top of a base card in
• 8 Port Digital Station the same slot
• 2 Port Phone Station Saves valuable real estate & cost
• 8 Port Phone Station – 4 Port Analog Trunk Module
• 32 Channel VCM Module – 2 or 4 Port BRI*
• 64 Channel VCM Module (4 or 8 channels)
• Secure ‘Smartcard’ for operation and Licensing
© 2007 Avaya Inc. All rights reserved. *Not available in North America 26
Avaya IP Office 500
Start With What You Need…
And easily add as you grow

A range of expansion modules
to add capacity as your business grows
– Digital handsets, analog devices
(faxes, modems etc), analog trunks

IP Office 500 – System Capacities
Control unit Extension Capacity 32
Digital Station (DS) Ports 24
Analog Phone (PHONE) Ports 32
System Extension Capacity 272
Digital Phones only 264
Analog Phones only 272
IP Phones only 272
Max IP500 Trunk Capacity 264
Analog trunks (control unit / maximum) 16 / 144
BRI trunks 32
T1/E1 trunks 192/240
SIP trunks 128
Maximum voice compression channels 128
Messaging & Conferencing capacity
Embedded Voicemail 4
VoiceMail Pro 30
Conferencing 64

Back to Main Menu
IP Office Expansion Modules

Detailed Information
Analog Trunks
16 Loop/Ground Start (Ground Start available in US
only) (includes 2 power fail circuits)
Digital Station (DS)

Avaya 2400 / 4400* / 5400 / 6400 series phones
Analog Terminals
Analog terminals / Fax / Modem
Interfaces So8
ISDN terminals / Group 4 fax / Video
WAN 3
3 WAN ports X.21 / V.35 / V.24
Note: WAN-3 does NOT use an expansion slot
IP Office 412: up to 12 expansion modules

IP Office 500: up to 8 expansion modules
•Available in North America only
IP Office as a Voice Platform
• Look More Professional
• Integrate Applications

Agenda
Intelligent voice communication solution
IP telephony
State-of-the-art telephones
– Desktop
– Wireless

It’s a Voice Communication Solution
Full telephony functionality
Functions as a key system or IP PBX
PRI/T1/EI, BRI, analog trunks and SIP
2 to 360 extensions
Analog, digital, IP and wireless endpoint support
Unified Communications
– Twinning — between desk phone and external device (i.e. mobile phone) with call
control
– Graphical User interface for making & receiving calls on mobile device through IP Office
Voice Messaging options including Voicemail to Email, Email Reading, Fax Messaging
Built in hunt group and automatic call distribution (ACD)
Alternate call routing
Standard based networking (VoIP & QSIG)
Robust IP Office Networking Digital
Terminal
Conference bridge — up to 64 parties simultaneously
in many combinations
ISDN IP
Analog Terminal
Analog
T1/EI
IP
BRI
SIP Wireless
SIP Terminal 32
© 2007 Avaya Inc. All rights reserved.
IP Telephony – LAN & WAN
Avaya IP Office offers:
– Integral H.323 Gatekeeper
– Integral H.323 Gateway
Avaya IP Office supports DiffServ to enable QoS over the WAN
LAN Switch can set 802.1p on IP Office LAN ports
Simplifies the deployment of new convergence technology
IP Office is also compatible with industry standard layer 2/3 switches
Also complementary to Avaya Secure Gateways for security
Avaya IP Office + LAN Switch Avaya IP Office + LAN Switch

IP Public or
Private Network
IP Phones
IP Phones
Telephones At-A-Glance
Avaya IP Office - Analog Telephone support
Analog Telephones and Fax machines (industry standard)
InterQuartz* Analog phones
Avaya IP Office - Digital Telephone support

Avaya 2400, 4400*, 5400, 6400 and T3* series Digital Telephones
Avaya IP Office – IP Telephone Support

Avaya 4600, 5600, and T3* series IP Telephones
VPN Phones for remote workers
Avaya IP Office – Screen phones

Supports Phone Manager PC Softphone
Avaya IP Office - ISDN Extension support

Support for up to 8 BRI loops for video-conference, Group 4 fax
or ISDN terminals
Avaya IP Office – Wireless/DECT Telephone support

Avaya 3616, 3641, and 3645 Wireless Telephones
Avaya 3701/3711 IP DECT Telephones (EMEA & APAC); 3711*
Avaya 3810*
* Regional availability
Choice of Telephones
Based on user profile research – “designed by and for users”
Walk Up Everyday
“I just walk up to a phone in a lobby, “I work with a number of communications alternatives,

store or common area, and require and the phone is another tool on my desk that needs to
a simple experience.” be straight-forward to use for everyday tasks.”
•
Examples: Customer, Visitor •
Examples: Engineer, Accountant
Executive Receptionist/
Assistant
I am constantly on the phone, often handling “I answer phones and manage calls for many
multiple calls, must always be connected and am people as a significant part of my job, and
often mobile. Rich, yet easy to use, communications need to be fast and efficient in connecting the
capabilities are essential to me.” right callers to the right people.”
•
Examples: Sales Executive, Banker, Lawyer, Project •
Examples: Executive Assistant, Receptionist
leader

Walk Up
Profile
“I just walk up to a phone in a lobby,
store or common area, and require
a simple experience.”
•
Examples: Customer, Visitor
Ideal for common areas as well

as everyday users
– Lobby, break rooms,
warehouse, drop-in cubicles
Display with common fixed
feature keys including Hold,
Transfer, Conference, Message
Waiting indicator, Volume, and
more!
Telephone models include:
Hearing aid compatible • 2402
Wall mountable • 5402
• 4602
Ideal for use with Phone Manager
for very basic Everyday profile • 5602
• T3 Compact* * Regional availability

Everyday Profile
“I work with a number of communication devices, and

the phone is another tool on my desk that needs to be
straight-forward to use for everyday tasks.”
•
Examples: Engineer, Accountant
For the casual telephone user with

basic telephony needs
– Office clerk, sales person, for
small office or cubicle, retail
location
Larger display with common fixed
feature keys including Hold, Transfer,
Conference, Message Waiting
indicator, Volume, Hearing aid
compatible and more!
Two-way speakerphone Telephone models include:
Speed Dial and Call Log • 2410
Headset support • 5410
• 4610
Wall mountable • 5610
• T3 Classic* * Regional availability

Executive Profile
I am constantly on the phone, often handling

multiple calls, must always be connected and am
often mobile. Rich, yet easy to use, communications
capabilities are essential to me.”
•
Examples: Sales Executive, Banker, Lawyer, Project
leader
Ideal for the executive user with

high calling volumes
Largest display, including backlit
models for improved contrast
Telephone models include:
Color display model available • 2420
Additional programmable buttons, • 5420
greater number of speed dials • 4621
and call log entries • 4625
• 5621
IP phones web browser capable • T3 Comfort*

Receptionist/
Assistant Profile
“I answer phones and manage calls for many
people as a significant part of my job, and
need to be fast and efficient in connecting the
right callers to the right people.”
•
Examples: Executive Assistant, Receptionist
Designed for receptionists, executive

assistant or department manager
Largest display, including backlit
options for improved contrast
Color display model available
Easy “one touch” access to many
capabilities for efficient call handling Telephone models include:
• 2420 with EU24
Expansion Module support for quick,
at-a-glance status information • 5420 with EU24
• 4621 with EU24 BL
Headset support • 4625 with EU24 BL
• 5621 with EU24 BL
• T3 Comfort with DSS*

Investment Protection
2400, 4400, 4600, 6400, and T3 Series
All the features you need for efficient

communications 2420
Digital Telephone
2400, 6400, & 4600 Series
compatible with 4620
IP Telephone
– Avaya Communication
Manager
– MultiVantage systems EU24: Expansion
4400 Series are compatible with module for 2420 &
4620
MERLIN MAGIX® systems
T3 Series are compatible with 4406D+
Integral 5 Digital Telephone
6424D+M
Digital Telephone
Avaya IP Office Wireless / WiFi / DECT Options
Wireless Hardphone Options
– Avaya 3616, 3641, and 3645 wireless telephones (global)
– Avaya 3701 and 3711 IP DECT phones (EMEA & APAC); 3711 (N. America)
– Avaya 3810 wireless telephone (US only)
– The functionality of a deskphone in a wireless handset
– Multi-line access, Caller ID, Hold, Message waiting notification
– Keeps you connected all over your premises—where even cell phones won’t
– Attach a headset to the handset and enjoy hands-free mobility
Avaya Wireless Softphone Solution

Provides functionality of a desktop phone without wires
or need for a separate telephone
Avaya Wireless IP Deskset

Using a D-Link Wi-Fi access point in conjunction with an
Avaya IP desk phone
Ideal in areas where wiring is difficult (i.e. warehouses)

Avaya one-X™ Mobile Client for Small Business
Make & Receive calls through IP Office 500 and your

compatible mobile device providing
– Call Control
– Cost Savings
Available with
– Symbian Single Mode Version 4.0
– Windows Mobile Version 5.0
– Windows Mobile Version 6.0

Mobile
Without Avaya one-X
Mobile Client =
International Mobile Call
With Avaya
one-X Mobile
Client = Local
Call
IP Call

IP DECT with IP Office
Extension
Twinning
Ethernet
WAN
IP DECT
IP
RFP
Handover
Mobility
Management
Illuminated Graphic Display
Light Weight (140 gr.)
Loudspeaker for hands free
Roaming between
Name Directory
Offices
Redial List
Caller List DECT 3701/ 3711 Phone
Ringer Melodies
Multiple Languages

Back to Main Menu
Analog Phone for Hotels

InterQuartz Voyager 9281
Designed to meet the needs of the hotel market
A modem port for laptop connection
10 non-volatile memories for personalised hotel
facility direct dial access, i.e. reception, health
centre, garage, room service, etc.
– Facilities can be identified by the use of icons printed onto
the specially designed paper, which is protected by a see- Voyager 9281
through plastic overlay
– There is also ample space for own branding to help ensure
a truly corporate look for the telephone
Message Waiting Indication
Programmable feature keys
QoS enabled
A choice of powering methods
Compatible with Microsoft NetMeeting® collaboration
software

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

Agenda
Messaging options
Messaging & Mobility
Messaging & Customer Service
Message Management
– Voicemail to Email
– Email reading
– Respond to Email
– Fax messaging
– Unified Messaging Service
Networked Messaging

IP Office Messaging Options
Embedded Voicemail
– Available for IP Office 500 system
– Voicemail to Email presentation, Visual Voice, & more!
VoiceMail Lite Embedded Voicemail
– PC-based software solution
VoiceMail Pro
– PC-based scalable messaging solution
– Robust Automated Attendant
– Built-in Call Recording
– Voicemail to Email presentation
– Provides for advanced applications
• IVR VoiceMail Pro
• Text-to-Speech, including email reading
• Unified Messaging

IP Office Messaging Options
Networked Voicemail Systems
– Network Avaya voicemail systems into a single virtual system
Centralized Voicemail
– Utilize a single voicemail system to service multiple sites
– IP Office Small Community Network using Avaya VoiceMail Pro
– Mixed IP Office and Communication Manager network using
INTUITY™ AUDIX® or Modular Messaging
IP
VoiceMail Pro
Embedded Voicemail
Embedded Voicemail
4 ports & 15 hours storage

Visual Voice
Simple Announcements
Sub-menus within Automated Attendant
Message Forwarding with Pre-Pending
Call-Back Sender (Caller ID required)
Fast Forward, Rewind & Skip
3 Voicemail Reception Destinations
(Personal Attendant)
Fax Tone Detection & Routing
Voicemail to Email presentation

Simplifying Message Handling
Visual Voice
Context sensitive keys

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

VoiceMail Pro
Standard Capabilities
Scalable to 30 ports
Flexible Multi-level Automated Attendant
Personal numbering with remote control
Multiple personal greetings
Personal distribution lists
Sophisticated call queuing
– Estimated Time to Answer and Position in
Queue
– Remote Queuing for distributed groups
Multiple language support
Cascaded Out Calling
Visual Voice

VoiceMail Pro
Automated Attendant
Offers back-up to human
operators during high traffic or
out-of-hours
Dial by name:
Dial the extension/department
they require by their name
Dial by number:
Dial the extension/department
they require by their extension
number
Listen to announcements or
informational messages
(e.g. opening hours,directions)
Easy to set up intuitive Windows
interface (import / export)

VoiceMail Pro
…Much More Than Voicemail
Customer Service
Messaging & Mobility
Campaign Manager
Automated Attendant Call Recording
Unified Messaging
- Synchronization of
emails & voicemails Contact Store
- Search & Replay
Fax Messaging & Avaya IP Office of Recordings
forwarding VoiceMail Pro
Text-to-Speech
Email Reading
- Text To Speech Interactive Voice
Response
Networked Messaging
- Forward voicemails to
external systems
Centralized Voicemail

VoiceMail Pro
Always In Touch With Your Customer
SMS alert
on your GSM
Incoming Call
VoiceMail Pro
ISDN
Email alert/message
on the road
VoiceMail Pro
answers the
call on no
answer
Email alert/message at home
In the Office: • Choices of voicemail notifications (Phone Manager, LED,

• LED on your terminal email or SMS) means you never miss important voicemail
• Alert on Phone Manager wherever you may be
• Email within Outlook • Email synchronization with Unified Messaging Service
• VoiceMail Pro also offers an INTUITY® user interface for
customers who are used to DEFINITY® VoiceMail—
supports mailbox control via Phone Manager

Unified Messaging Service
New Messages
Priority Messages
!
Read Messages

– Synchronization with IMAP4 clients (e.g. Outlook, Outlook Express)
– New messages populated in a new Inbox created for the IMAP Client.
– Messages are synchronised and will remove the telephone message waiting light when opened
Web Browser access to Voice Messages

– Specific features available when message selected
– Saved messages have disk Icon
– Click on the Message to Listen via Phone or Windows Media Player
Fax Messaging
– External fax server via analog modems or basic rate ISDN
– Automatic fax detection and routing
– Alternatively fax messaging service hosted by ISP
Enhance Employee Productivity
IP Office VoiceMail Pro – “Listen To Email”
Email Header
• SMS alert on Information:
Incoming Call your GSM • Press 0 to listen
• Listen To Email • Press # for next
VoiceMail Pro
message
• Press *3 to delete
Network
Network
Email alert/message
on the road
VoiceMail Pro Email alert or

answers the message at home
call on no
answer In the Office:
• LED on your Phone Key Business
• Alert on Phone Manager
• Email within Outlook Benefits
Important
messages receive
prompt attention
Choice of voicemail notifications Increased
Reply to email with voice message employee
productivity
Increased mobility

Back to Main Menu
Networked Messaging
Between VoiceMail Pro systems, users can
– record & send voicemails
– listen & forward voicemails
Also enables message transfer to other Avaya messaging platforms through
Avaya Interchange®/S3210/S3400
Key Business Avaya IP Office Avaya IP Office

Benefits
Easy implementation Public or
and integration with Private Network
existing messaging
platforms
Improved handling
of calls with customers
and suppliers
Leaves
Increased employee message
productivity for ext. 3000
Ext. 3000
IP Office Ext. 2000 IP Office
VoiceMail Pro VoiceMail Pro
Server Server

IP Office as a
Conferencing Solution
• Host Conferences

Agenda
IP Office Conferencing
Secure audio conference calls
Reduce – even eliminate – conference services

– Scheduler
– Web Client
• View
• Chat
• Vote
• Whisper

IP Office Conferencing
London Office
Please enter
your PIN code Purchasing
Manager
VoiceMail Pro
ISDN
New York Office
T1 / E1 / IP
Supplier
Home
Sales Director
Worker
Mobile Worker
No special conferencing equipment required (up to 2 x 64 parties on IP Office 412)

Ease of use (simply dial the DID number allocated to parties on the conference bridge)
VoiceMail Pro provides PIN code check for security as well as guidance prompts

Easy Call Set-up & Control for Conferences
VoiceMail Pro complements conference bridge

on IP Office by adding:
– Guidance prompts to inform callers
(e.g. select a conference from a menu)
– PIN codes for security
– Option to transfer to the Operator
(should the caller encounter difficulties)
– Routing calls to conference based on Time & Date
– CLI/ANI checking for advanced security
– Recording of conference calls for replay or absent
participants (as WAV files)

Conferencing Center
• Web-based Reservations*
• Email Confirmation*
Soft Console Web Browser • Voting*
Real time
Real time • Presentation area*
conference
conference
supervision
supervision
and
andcontrol
control • Guidance
• PIN codes
Conferencing Center: VoiceMail Pro

Management through Scheduler
• schedule conferences for a future
date and time
IP Office
• notifications sent via email • IP Office 412 = 2x64 Party
Audio control for the Host • IP Office 500 = 64 Party
Public/Private
• Speak & Listen privileges TDM/FR/IP
• Listen only
• Modify privilege during conference
Host can push presentation to
Participants’ desktop Benefits
SoftConsole ability to set up an Ad Hoc Increased employee productivity
Conference
Improved handling of calls with suppliers
pointing and clicking BLF names and customers
phoning external delegates

Documents viewed after
Upload using
convenient convert tool
Host can modify

participant status to
“Listen only” or “Speak
Web chat & voting & Listen”
communication
with conference
host

Back to Main Menu
Conferencing Center Web Scheduling

and Address Book
Easy Conference set up with
intuitive Scheduler interface
Save Conference
Templates to reduce time when
booking recurrent conferences
Local address book

– Internal contacts
– External Contacts (external
users on IP Office system
directory)
– My Contacts (personal
contacts for regular used
participants)

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

Agenda
Unified Communications for Small Business
Desktop communications solutions for staff

– Phone Manager Lite
– Phone Manager Pro
– Phone Manager PC Softphone
Desktop communications solutions for

Receptionists & Operators
– SoftConsole

Your Business Challenges
Keeping Productivity Cutting

High Expenses
Ensuring Recruiting & Retaining

Responsiveness The Right People

Did You Know?
Facts About Productivity, Savings and Employee Loyalty
Flexible Work Real Estate Employee Loyalty

Arrangements Costs & Morale
Businesses lose $2K/year Remote workers save Flexible schedules ranks

per employee when they businesses an average of higher than compensation
feel obligated to be in $5K/year in facilities costs for most employees
office
Full-Time Commuting Hurts Environmental

Teleworkers Productivity Impact
Remote workers save Average daily commute of Working home one day a
$2.5–$11K per year; up to 40-minutes equates to week saves 78 gallons of
$16K in salary per year eight working weeks/year gas per year

What is Unified Communications?
Be reached anytime,
anywhere you want to be
reached
Communicate using the

most appropriate device
Boost productivity,
efficiency, customer service

Unified Communications (UC)
For Small Business
A Unique and Powerful Solution that…
Delivers Real-Time
Responsiveness
Help Ensure Non-Stop

Productivity
Enables Full-Time
Telework

Delivers Real-Time Responsiveness
to Employees & Customers, Wherever They Are
Out of the Office

Doesn’t Have to Mean Out of Touch
Missed calls, phone tag,
voice mail • Employees receive all calls at
their desktop and mobile
phone simultaneously
Slow decision-making,
• Easier for customers to reach
frustrated customers
key employees with just one
number to call
Missed transactions, • Customer satisfaction &
lost revenue loyalty increases
• Deals close faster to improve
win rate

Real Time Responsiveness
Reduce risk of missed calls & lost revenue
When your desk phone rings,

so does your mobile phone
Transfer from mobile to office
phone and not drop the call
Reduce mobile phone charges
and leverage IP Office features
Single place to pick up all
voice messages

Mobile Twinning
Works with any external telephone (e.g. cell/mobile
phone, home phone, etc)
Calls alert at both devices when office number is called
Caller ID can be passed to external device (if allowed
by the Service Provider) to greet caller accordingly
Mobile Twinning alerts

user while out-of-office
Office Phone
Benefits
Keep employees in touch even when they’re away from their desk
Caller
Offers ONE number approach for easy contact anywhere, anytime
Reduce costs by leveraging your existing mobile infrastructure

Mobile Twinning
Works with any external telephone (e.g., cell/mobile
phone, home phone)
Calls alert at both devices when office number is called
Caller ID can be passed to external device (if allowed
by the Service Provider) to greet caller accordingly
BLF shows Busy even if answered on Twinned
external phone User answers call
Follows IP Office call routing (e.g. voicemail) on his Mobile/Cell phone
if call not answered
Office Phone shows Busy for user

Benefits
Caller
Offers ONE number approach for easy contact anywhere anytime

Mobile Twinning
Works with any external telephone (e.g. cell/mobile
phone, home phone, etc)
Calls alert at both devices when office number is called User can retrieve
Caller ID can be passed to external device (if allowed twinned call by
by the Service Provider) to greet caller accordingly pressing key on office
BLF shows Busy even if answered on Twinned phone to save call
external phone costs & access IP
Follows IP Office call routing (e.g. voicemail) Office features
if call not answered
User picks up twinned call on his Office phone

Benefits
Caller
Offers ONE number approach for easy contact anywhere anytime

Mobile Call Control
If answered on remote device, the user can
– Place caller on hold IP Office 500
– Transfer caller to another extension ISDN or SIP trunks
– Toggle between calls

– Set up conference calls
– Call Record (with VoiceMail Pro)
Benefits
Call control on the mobile device
Improved customer service and collaboration Caller

Helps Ensure Non-Stop Productivity
Even When Employees Can’t Get Into The Office
Anything Can Happen

Be Prepared When It Does
Severe weather, storms • Employees communicate
when they can’t get into the
office, increasing productivity
Everyday life (minor
illnesses & emergencies) • Home or mobile phone, PC &
Internet connection is all
that’s needed
Feeling pressure to
• Improves customer service
return to work and employee morale
• Reduces stress, positive
impact on environment

Ensure Non-Stop Productivity
Be prepared for the unexpected
Intuitive PC user interface

provides full call control from
any phone on site or remotely:
– Make and receive calls
– Transfer, forward, hold
– Conference calls
– Speed dialing
– Call history
– Presence

Information at your Fingertips
Phone Manager Pro
Separated tabs
Multiple speed-dial/BLF icons for In, Out and
Screen-pop of contact management Missed calls
applications (e.g., Microsoft™ Outlook)
VoiceMail Pro message control
Queue monitoring of 2 groups
Simple Incoming call scripting
(useful for informal call centres)
Time on call
19 languages on individual user basis
Personal directory
Distinctive ringing (via WAV file)
Dialing from contact records Increased Speed-
dial / BLF capacity
Simple creation of contact records
(add to Personal Directory,
Microsoft Outlook)
Compact Mode

Personal Numbering, Out Calling, and Message
Management
Phone Manager Pro
When using VoiceMail Pro,
Phone Manager Pro offers
the following added
benefits:
– Personal Numbering allows
you to change your divert
settings remotely
– Set & modify Out Calling
settings
– VoiceMail Pro mailbox
control
– Listen, rewind, fast-forward,
save, delete…

Screen-Pop to Microsoft Outlook, Goldmine and
Maximizer
Phone Manager Pro
Integration with email servers:

– Screen-pop of contact based on incoming
number (Business, Home, Mobile, etc…)
– Simple creation of contact records (simply
right-click in the Phone Manager Pro call
history to add number)
– Dial from email contact records
Directory in Phone Manager also allows:

– Name matching with CLI number
– Distinctive ringing (via WAV file)
– Simple incoming call scripting
(useful for informal call centers)

Enables Full-Time Telework
so Employees Communicate Like They’re in the Office
Think Outside the

Home calling expenses Cubicle
are rising • Flexibility to employ the most
qualified workers wherever
Expanding workforce they are located
means larger office space • Avoid office moves /
expansions and save
Qualified labor pool is • Boost loyalty and morale with
limited in local area a flexible, productive work
environment
• Keeps home calling expenses
in check
Employ Qualified Home Workers
VPN phones improve communications, cut costs
Provides home workers with same

functionality as workers in the office
Save on residential calling costs;
reduce/eliminate reimbursements Avaya IP Phone with
VPN Software at
Monitor and track calls and productivity remote location
of remote workers
No remote VPN device required
Expands full-time & seasonal labor pool
to virtually any geographic location

Unified Communications ‘A Closer Look’
Mobile Part-Time Full-Time
Employees Teleworking Teleworking No VPN
device
Mobility & Call VPN Phone
Telecommuter Mode needed at
Control
remote site.
Only
cable/modem
Household provided by
Router ISP.
Household Easy set-up!

Router
INTERNET
PSTN
Application Notes & Tech Tips

available for many popular VPN
Gateways
Why You Need To Consider Unified Communications
Ensure Reduce Costs Keep Them

Non-Stop Retain & Recruit Talent Connected
Productivity from Anywhere Wherever They Are
• Ensure all • Full-time • Mobile employees

employees can turn telecommuters can will get their calls
their home phone have a secure home instantly bridged
into their office office solution by from the desk to
phone whenever adding a VPN cellular for instant
they cannot phone* responsiveness
physically get to the • When location
office. Storms or doesn’t matter,
illness don’t get in access to talent
the way of making moves from zip
business happen. code to globe.
* For full time telecommuters, just purchase the phone and, along with one of our recommended routers at your main office, the home
worker is ready to go. Estimated ROI in six months time.
Desktop Communications Solutions
Simplifying access to
communications via
PC-based interfaces
– Phone Manager Lite
– Phone Manager Pro
– SoftConsole

Phone Manager Lite Included for ALL users
FREE!
Personal productivity tool

Control your analog, digital or IP phone from your PC Conference,
call recording,
account
CLI/name display codes…
(whatever
terminal you’re
using!)
Call history
(incoming and
outgoing): just
double-click to
call back
Busy Lamp Field:

Know at a glance
who is available
within your team
(Max. 15)
Speed dials:
Call from your PC via
a single click!

Phone Manager
Integration with Microsoft Live

Communications Server (LCS)
– View users presence as well as phone
status for internal users
– Send Instant Messages
Single speed-dial icon for Users
– Internal User
– Work phone
– Mobile/cell phone
– Home phone

Back to Main Menu
SoftConsole for Attendants & Operators
Intuitive flexible interface

Ability to maintain
visibility of:
– Calls waiting
– Calls holding/parking
– Available resources
per business function
– Centralized
Operator/Attendant
Ability to perform minor
system administrative
functions (e.g., change
group status, change
divert settings)
Works with analog,
digital, and IP telephones

IP Office Voice Networking
• Connect All Sites

Agenda
IP Office networking overview
Small Community Networking

IP Office Networking
Voice & Data Networking over IP Trunks
VPN
IP/VoIP
Frame Relay
ISDN
VoIP over data reduces costs VoIP over Frame also supported
(PPP or RFC1490)
Voice Compression for bandwidth
efficiency- standards based G.723.1 Fall-back using ISDN
(6.3k) /G.729a (8k)
Bandwidth on demand
Data compression
Overflow to ISDN
IP VPN support with IPSec or L2TP
IP
Small Community Networking between IP Office sites

Desk-to-desk dialing Call Paging
Absent Text Message Call Pick-up
Anti-Tromboning Call Back when Free
Busy Lamp Field Camp-on
Call Hold Conference
Call Transfer Centralized Voice Mail (using VoiceMail Pro)
Call Forward Dynamic Internal Users Directory
Hot Desking across network Distributed Groups across network
Benefits – Improved Business Efficiency

Improved inter-site communications & user productivity
Improved mobility and customer service

Seamlessly Expand Your Business
IP
3 digit desk to desk dialing

View your colleagues status – wherever they are
Distribute calls across the network, distributed groups
Long Distance toll savings
Effortlessly roam site to site –
– Wirelessly or with ‘Hot Desking’

Enable Greater Mobility Across Sites
Multi-site Hot Desking
– Workers (consultants, lawyers, managers, etc.) have the same features or
restrictions (e.g. international calls) in any office
– Simply log in to any phone, number and voice messages follow wherever
they are.
– Differentiator: Available on digital, analog and IP phones
Multi-site Hunt Groups
– Member across the network in one easy to manage hunt group
ISDN in EMEA
– Makes it easy for customers who have traditional ISDN systems to migrate to
IP Office:
• Advice of Charge increases end user cost controls; Call Completion to Busy
Subscriber increases end user productivity; Malicious Call Identification
enhances safety and security; Partial Rerouting optimizes trunk utilization
Up to 500 users across 16 IP Office sites
IP

Paging and Busy Lamp Field Over the Network
Call for Mr
New York Office Smith
from ABC
Seattle Office company
IP Network
Call for Mr
Smith
Operator from ABC
Mr. Smith is company
busy on a call,
would you like me
to page him?
The Operator can see the status of Mr. Smith’s

extension wherever he is on the IP Office network,
London Office
inform the caller and page him if required

Multiple Small Community Networks
Node 1 QSIG Node 2

or H.323
IP IP
Networking Features Between Small Community Networks (SCN)

Basic Call Setup
Call Hold
Call Transfer
Calling/Connected Line ID
Calling/Connected Name

Management of Small Community Network
Across the WAN
Remote dial up
DameWare or other customer provided
application (e.g. PC Anywhere, Web
Ex)
Centralized back up and restore
Templates for user profiles
Proactive SNMP polling and alarms
Remote Feature Activation via license
keys
“Dynamic Internal Directory” negates
the need for programming remote users
Sydney
WAN Miami
or PSTN
New York
San Diego
Voice Networking
H.323 and QSIG Offers Interoperability
QSIG signaling over E1/T1 delivers:
– Standards-based interoperability
– Desk-to-desk dialing
– Feature transparency
IP Trunks
H.323 signaling over IP delivers:
– Standards-based interoperability T1 / E1 leased line
– Desk-to-desk dialing
Avaya IP Office
– Feature transparency
H.323
QSIG “Community QSIG
Networking” Avaya
Communication
Avaya IP Office Manager
H.323 H.323
IP Network
“Community QSIG over IP
Networking’’
H.323
QSIG IPNC QSIG
Avaya INDeX

Voice Networking
H.323 and QSIG offers Interoperability
VoIP over H.323 / QSIG over E1/T1 /

Standards Based TDM
– Desk-to-Desk dialing
– Calling / Connected Party Number
– Calling / Connected Name Presentation
– Call Hold
– Call Transfer
E1/T1/IP
Network
Traditional PBX
supporting QSIG
H.323-compliant IP PBX

Voice Networking
IP Office Interoperability with Avaya-Tenovis Integral 55*
QSIG over PRI or IP trunk

Supported features
– Simple Telephony Call/Basic Call ETS300 171/172
– Circuit Switched Data Call/Basic Call ETS300 171/172
– Called/Calling Line ID Presentation ETS300 173 Avaya-
Tenovis
– Called/Calling Name Presentation ETS300 237/238 Integral 55
– Message Waiting EN301 260/255

– Transfer ETS300 260/261
IP
Network
* Regional Availability
Voice Networking
Centralized messaging with Avaya INTUITY™ AUDIX®
on Central PBX
Avaya Communication Manager with INTUITY AUDIX voice
mail networking (using C-LAN connection)
No VoiceMail Pro on IP Office
INTUITY AUDIX picks
Incoming up the call on no
Call answer
Avaya
DEFINITY®/
MultiVantage®
Avaya IP Office with INTUITY
QSIG over E1/T1 E1/T1 leased line AUDIX (IP
or QSIG over IP or IP Network connection)
C-LAN
At your desk:
• Message waiting indication on your phone
• Message waiting indication on Phone Manager
• Text message on analog CLI display phones

Back to Main Menu
Voice Networking
Centralized messaging with Modular Messaging on
Central PBX
Avaya Communication Manager with Modular Messaging
(using C-LAN connection)
No VoiceMail Pro on IP Office
Modular Messaging
Incoming picks up the call on
Call no answer
Avaya
Avaya IP Office
QSIG over E1/T1 E1/T1 leased line Communication
or QSIG over IP or IP Network Manager
C-LAN with Modular
Messaging
(IP connection)
At your desk :
• Message waiting indication on your phone
• Message waiting indication on Phone Manager
• Text message on analog CLI display phones

IP Office as a
Contact Center Platform
• Measure Customer Support
• Integrate Applications

Agenda
IP Office Contact Center overview
Compact Contact Center
IP Office Phone Manager
IP Office VoiceMail Pro
IP Office CTI capabilities
Avaya MS-CRM integration

Contact Center Offer
Compact Contact VoiceMail
Center Pro
Real-time view Advanced VoiceMail Phone
CTI Link
Unified Messaging Manager Pro ACD
Historical reports Lite / Pro
(Phone Routing
Auto Attendant (CTI Lite
Fixed Wallboards Manager Lite (built-in to
Recording Services included with
PC Wallboards included every IP
IP Office
Campaign Manager with IP Office Office)
FREE)
FREE)
Queue Management
Compact Business Embedded Voicemail

Center VoiceMail Lite
4 Music on Hold sources
Customizable by line dialed or group destination
Ideal for advertising special promotions & information
The IP Office Customer Service Solution

Advanced Call Distribution Management by Exception Real-Time Agent Management
Wallboard Management Queue Management Real-Time Tracking & Analysis

PC
Wallboards
Standard Report Templates Real-Time System Management Campaign Manager IVR

Queue Management & Recording

Calls are distributed fairly amongst all agents
Agents can be members of multiple groups
Agents can be located at another site in Small Community Network
– E.g., Sales and Customer Service
Internet
Caller
Compact
Contact Center
Server
IP, Public or
Rack PC Private Network
Avaya IP
Phone
Office
Caller
IP Phone Remote IP
Agent Phone Agent

Management by Exception
Team leaders are notified when their
attention is required
Normal – Caution - Critical Alarm
levels
You have more than 3 calls waiting

The longest waiting call exceeds
30 seconds
The percent or calls answered has
dropped below 80%
Real-time Performance Information

View performance of individuals, teams
and the entire business as a whole

Call Center View: Real-Time Supervisor Information
Management of individuals Management of queues
All managed by exception
Management of teams Management of callbacks

Reporter: Historical Management Information
A set of 70 “management-ready” reports
Detailed data stored
– Audit trail allowing investigation
of any contact
Report scheduling
– Automatic report generation
to printer or file
Integrated reporting
– Reporting on complete caller
experience including voice
processing and comfort messaging
Customized, exportable reports
– Designer module available to
support tailored customer reporting
– Post reports onto a Web site or send
them by email via HTML

PC Wallboards: Real-Time Staff Information
Simple communication with staff
Wizard driven message creation
Messages automatically generated
by IP Office
See how many calls and emails
are waiting
PC Wallboards
Only $ 10,000 to hit quota… Good Luck Everyone!

Agent-enabled interface
Phone Manager Pro
Select
Busy Not Group Login
Available
Busy
Wrap-Up

Simple Scripting
Phone Manager Pro
Based upon incoming

caller identification
Agent is reminded
– To greet caller
with special
welcome
– Of promotional
information to
discuss with
customer
– Of background
information
about the
specific
customer

Queue Monitoring
Phone Manager Pro
Queue Monitor
Graphical and real-time
Value information for agents,
supervisors, and company
principals
Up to 2 queues monitored
– Customer Service
– Sales
– Helpdesk
– Billing

VoiceMail Pro – Call Queuing
Advanced Call queuing informing callers with their Queue Position
and their Estimated Time to Answer (ETA)
Off-load agents work through Campaign Manager
Complex scenarios can easily be set up through intuitive
Windows Interface
Voice Recording for emergency or training purposes
– Automatically based on CLI, dialled number, agent,…
– Manually activated by the agent (via short-code or soft-key)
Avaya IP Office
Public
Network
Phone
Call priority Caller
tagging for
Welcome to Avaya,
callers within
You’re 3rd in the sales
your call will be
queues queue and youranswered
call shortly
IP Office will be answered in 30
Voicemail s
Pro
Server
VoiceMail Pro – Campaigns
Campaign Manager allows the capture of standard information (such as
brochures requests) in both spoken (voice) and/or via the keypad (DTMF)
Agents can then transcribe this information during less busy periods
Messages can be retrieved via a short-code, a DSS/BLF key
or a web-browser interface
Callers can quit the application at any time to speak to a live agent
…or ask for a call back request which appears on the real-time CCC screen
Avaya IP Office
Public
Network
Phone
Caller
Your name is ‘XX’ and

IP Office Please enter your PIN
Please
your PIN is ‘YY’, please tell us
number via the terminal
Voicemail press 1 to confirm or 2 name
Pro
your
keypad
to speak to a live agent
Server

Advanced CTI Capabilities
Address the needs of SME customers and partners
– Open standards
– Easy for developers to use
– Enable customers to use 3rd party products
CTI Link Lite - Free of charge 1st party Microsoft TAPI
– Screen-popping
– Preview dialing
– Sales management integration
– Call costing
CTI Link Pro – 3rd party Microsoft TAPI
– Predictive dialing
– Call routing
– CRM integration
– IVR integration with 3rd party databases via TAPI WAV
CTI Link SDK
– Full Software Development Kit for customers
– Fully documented

Back to Main Menu
CTI: Screen-pop ‘Off the Shelf’

IP Office Management
& Administration

Agenda
IP Office Management
Manager
– Local administration
– Remote administration
Centralized Management
System Status Application

IP Office Administration – Manager
Windows-based console
to program a single or many
IP Office sites
Programming accessible via
LAN, WAN & off-line
Password protected & user
defined rights
Audit trail
Monitor Alarms
Multilingual online
documentation
Forced database back-up for
disaster recovery
Remote Feature Activation

Management & Administration
Ease of use:
Single Management interface for PBX,
voicemail and data routing
Intuitive Windows-based console
Online Tutorial Documentation
Designed to minimize skill-sets required
(reduces administration costs)
Centralized Management:
One console can manage multiple sites
Off-line & remote programming
(LAN, WAN or via analog modem)
Proactive SNMP polling for remote administration
Forced back-up for disaster recovery
Remote feature activation via license keys facilitates
upgrades

System Status Application
Remote diagnostic tool
– Allows most customer issues to be
resolved without escalation to Avaya
– Reduce site visits (even supports 14.4kb/s
dial up modem links)
Provides Real-time Call status information Real-Time

Monitor
– Replaces ‘Call Status’ application
and complements Monitor application
– Provides real-time view of system resource
(e.g. VCM or VM ports)
– Provides QoS info for IP trunks
(SCN, H.323, SIP)
Alarms, trunk utilisation and error histories

– Alarms stored in IP Office Historic Alarms
(no need for local PC)
– Event traces per call/trunk/extension Benefits – Lower Operational Costs
– Complements SNMP & email alarms Adapt system to meet critical business needs
Quickly identify and resolve situations, even remotely

Centralized Management (Option 1)
Remote programming
Manager Remote activation of license keys
Remote diagnostics
PSTN Remote back-up of configuration files
Proactive SNMP polling/alarms
T1/E1, ISDN
or WAN
IP Office
VoiceMail Pro
LAN

Centralized Management (Option 2)
Remote programming
DameWare
Remote Access Remote activation of license keys
Remote diagnostics
PSTN or Remote back-up of configuration files
Internet
Proactive SNMP polling/alarms
T1/E1, ISDN
Local back-up of configuration files
or WAN Remote software uploads
Analog Modem/TA
Manager plus
DameWare* These applications can
run on the same PC
VoiceMail Pro
LAN
*DameWare is an example of one application that can be used; another is PC Anywhere

Delivering Intelligent Communications
to Small and Midsize Businesses
Avaya IP Office
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ® or ™
© 2007 Avaya Inc. All rights reserved. are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. 129
© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 130
Sources
New Cornell University study, published in April 2004 of the Journal of Occupational and
Environmental Medicine. A study of 375,000 employees over a 3-year period
1999 study by The Employers Health Coalition of Tampa, FL
Risk and Insurance, March, 2004
Business Legal Resources, April 24, 2003
Recent BankOne survey of employees
Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center
Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych,
provider of EAP programs
Bulletin to Management, 12/5/2002, BNA Professional Information Center
Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July,
2000, and the US Bureau of Labor Statistics
Cigna Behavioral Health, April 26, 2004
Additional sources are noted on the respective slides or inside the notes sections.

Avaya IP Office: Delivering Intelligent Communications To Small Businesses

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Avaya IP Office

Delivering Intelligent Communications

© 2007 Avaya Inc. All rights reserved. 1

© 2007 Avaya Inc. All rights reserved. 2

© 2007 Avaya Inc. All rights reserved. 3

Avaya IP Office – a proven solution

© 2007 Avaya Inc. All rights reserved. 4

130,000 Systems shipped

“Twe lv e months ag o, we we re failing to

© 2007 Avaya Inc. All rights reserved. 5

Lines 2007 #2 11% #5 8% #3 10% #1 13% #4 10%

IP Telephony [2] Revenues 2007 #1 24% #4 10% #2 24% #3 14% #5 9%

Converged Telephony [2] Revenues 2007 #1 37% #3 16% #7 2% #2 16% #4 14%

© 2007 Avaya Inc. All rights reserved. 6

Cyber IQ Systems Spectel

Quintus Corporation Tenovis

2001 2002 2003 2004 2005 2006 2007

© 2007 Avaya Inc. All rights reserved. 7

Presented Avaya with

Best In Test, Ranked Avaya’s SMB

© 2007 Avaya Inc. All rights reserved. 2004 8

IP Office is a converged communications solution that uses

Reduce travel, Provide

© 2007 Avaya Inc. All rights reserved. 9

IP offers new ways of working:

© 2007 Avaya Inc. All rights reserved. 10

The Hard Way… The Easy Way…

© 2007 Avaya Inc. All rights reserved. 11

Up to 360 extensions, 4 T1s,

Up to 272 extensions, 8 T1s,

© 2007 Avaya Inc. All rights reserved. 12

Core Software Applications

© 2007 Avaya Inc. All rights reserved. 13

VoiceMail Compact Contact

© 2007 Avaya Inc. All rights reserved. 15

Selected from the “Help”

© 2007 Avaya Inc. All rights reserved. 16

© 2007 Avaya Inc. All rights reserved. 17

© 2007 Avaya Inc. All rights reserved. 18

SMB LAN SMB POE SMB POE

Summit 200-24/48 Summit 300-24 Summit X450e-24p/48p

© 2007 Avaya Inc. All rights reserved. 19

And it has lots of added value: Data Hub

© 2007 Avaya Inc. All rights reserved. 21

IP Office 412 details

© 2007 Avaya Inc. All rights reserved. 22

External relay driver output

© 2007 Avaya Inc. All rights reserved. 23

• Trunk Interface possibilities: ISDN-PRI/E1/T1, ISDN-BRI, Analog, SIP

• Applications: 64 party Conferencing, Meet-Me Conferencing, Messaging, Contact Center,

External relay driver output

© 2007 Avaya Inc. All rights reserved. 24

Smart Card for

© 2007 Avaya Inc. All rights reserved. 25

TAKE A LOOK UNDER THE HOOD

• Secure ‘Smartcard’ for operation and Licensing

And easily add as you grow

© 2007 Avaya Inc. All rights reserved. 27

© 2007 Avaya Inc. All rights reserved. 28

IP Office Expansion Modules

Digital Station (DS)

IP Office 412: up to 12 expansion modules

© 2007 Avaya Inc. All rights reserved. 30