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Avaya IP Office
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1© 2007 Avaya Inc. All rights reserved.
Introduction to AvayaIntroduction to Avaya
2© 2007 Avaya Inc. All rights reserved.
Avaya Company Overview 18,000 people in 49 countries
USD $4.9b revenues FY2005
Over 130,000 IP Offices Sold Worldwide
#1 Worldwide in IP Telephony
#1 Worldwide in Voice Unified Messaging
#1 Worldwide in Call Centres
18691876
1899
1925 19961947 2000
90% of FORTUNE 500® rely on Avaya - 1 million global customers
3© 2007 Avaya Inc. All rights reserved.
IP Office – Driving Intelligent Communications in SMBFlagship IP Product for Small and Medium Size Businesses Worldwide
January 2002: Launched in EMEA
May 2002: North America launch
Deployed in 69 countries
Feb 2007: New IP500 platform and software release 4.0 launched
Dec 2007: Release 4.1 launch
Mar 2008: UC for Small Business launch
Aug 2008: Release 4.2 launch
Fiscal Year
Over 130,000 Systems Installed!Over 4 Million Users Worldwide!
According to Canalys Q107 report, Avaya has #2 market share worldwide in the <100 employee segment (8%). We’re second only to NEC, which is a commodity player.*
*Source: Canalys, Worldwide Unified Communications Call Control Market, Dec 2007 Shipped so far
4© 2007 Avaya Inc. All rights reserved.
Introduction to IP OfficeIntroduction to IP Office
5© 2007 Avaya Inc. All rights reserved.
IP Office 412
Up to 360 extensions, 4 E1 trunks,BRI, Analogue and SIP Trunks
IP Office 500
Up to 272 extensions, 8 E1 trunks,BRI, Analogue and SIP Trunks
IP Office Platform ModelsIP Office Platform Models
6© 2007 Avaya Inc. All rights reserved.
Avaya IP Office 500
From 2 to 272 extensions
Up to 240 PRI E1 Trunk Channels
BRI, Analogue, and SIP Trunks
Easily add capacity as you grow
A range of expansion modules to adddigital handsets, analogue devices(faxes, modems etc), or analogue trunks
7© 2007 Avaya Inc. All rights reserved.
Phone Manager
Add On Applications
Unified Messaging
SoftConsole
VoiceMail Pro
Manager
Queue Manager
Conferencing
Compact Contact
Center
Campaign Manager
System Status
8© 2007 Avaya Inc. All rights reserved.
IP Office as a Voice PlatformIP Office as a Voice Platform
9© 2007 Avaya Inc. All rights reserved.
A Voice Communications SolutionFull suite of telephony functionality – hold, park, transfer, etc
ISDN (PRI & BRI), analogue, and SIP trunks.
2 to 360 extensions
Telephones - Analogue, digital, IP and wireless endpoint support
Mobility features give integration to external devices (i.e. mobile phones)
Voice Messaging options including Voicemail to Email, Email Reading
Built in hunt groups and automatic call distribution (ACD)
Alternate call routing
Standards based networking between sites (VoIP & QSIG)
Conference bridge — up to 64 parties simultaneouslyin many combinations
IP Terminal
DigitalTerminal
Wireless Terminal
VoiceMail Pro
ISDNAnalog
IPSIP
10© 2007 Avaya Inc. All rights reserved.
PSTN
IP Office Solution Schematic
INTERNET
POTsPOTs
FaxFax
DigitalDigital
VoicemailVoicemailClient PCClient PCOr SoftphoneOr Softphone
IP PhoneIP Phone
HomeworkerHomeworker
IP DECTIP DECT
Outside LinesOutside Lines
MobilityMobility
11© 2007 Avaya Inc. All rights reserved.
Digital TDM Handsets(54xx Series)
IP Handsets(56xx Series)
IP DECT Wireless(37xx Series)
IP SoftphonePhone Manager Pro
Analogue Support- Faxes and Modems- Plain Ordinary Telephones
5402
5410
5420
5621 5602
5610
37113701
EU24: Expansion module
for 2420, 4620, 5420,5620
Avaya IP Office Handsets
4625-Colour Display
12© 2007 Avaya Inc. All rights reserved.
New Range of IP Telephones
New Avaya IP telephones– 1603, 1608, 1616
– Basic, Standard, Advanced
– New traditional look & feel
– Fixed and programmable keys
– Dual LED indicators
– Backlit display
– 2 way speakerphone
– Navigation Cluster
– Contacts and call log
– Headset port on 1608 & 16
– BM32 Button module
13© 2007 Avaya Inc. All rights reserved.
Desktop Communications Solutions
Simplifying access to communications via PC-based interfaces
– Phone Manager Lite
– Phone Manager Pro
– SoftConsole
14© 2007 Avaya Inc. All rights reserved.
Roaming between Offices
DECT 3701/ 3711 Phone
Ethernet
MobilityManagement
Handover
IP DECT RFP
Extension Twinning
IP DECT with IP Office
Illuminated Graphic Display
Light Weight (140 gr.)
Loudspeaker for hands free
Name Directory
Redial List
Caller List
Ringer Melodies
Multiple Languages
WANIP
15© 2007 Avaya Inc. All rights reserved.
Mobility Features
Mobile Twinning– Twin deskphone and mobile
– Calls alert at both devices when
office number is called
Mobile Call Control– Remote Call control on any phone
– Uses Star-Star to access dialtone
– Transfer, Conference, Hold, etc
Avaya one-X™ Mobile Client– Graphical User Interface on the Mobile Device
– One-Number-Service for Outgoing and Incoming Calls
– Active Call Controls
– Currently on Symbian & Windows 5 & 6
IP Office
Calls diverted out of the office
Public Network
On the MoveCell / Mobile phone
DTMF
User answers call on his Mobile/Cell phone
Office Phone shows Busy for user
16© 2007 Avaya Inc. All rights reserved.
Phone Manager Pro on a remote workers laptop uses IP VPN to communicate with IP Office
Calls are automatically routed over PSTN to remote phone but all outgoing calls are initiated from IP Office
One Number for ingoing and outgoing calls
Expensive QoS network no longer required (no Voice over IP)
Remote workers have reliability of Analog line for VoiceOffers flexible workingOne numberCentralized billing
Key Business Benefits
Phone Manager Pro Telecommuter mode
IP Office
Calls diverted out of the office
Internet
Voice
Data & Call Control
Public Network
17© 2007 Avaya Inc. All rights reserved.
“SIP Services” Are Accessible Now With IP Office
Acts as a SIP gateway - no need for a SIP phone to make/receive a SIP call
Works with all digital, IP or analogue endpoints
Number portability and virtual numbers – Move premises and still appear local!
Free site to site calls within a network - ‘on net’
•SIP Trunks licensed in increments of 1, 5, 10 and 20•Support for multiple SIP providers
18© 2007 Avaya Inc. All rights reserved.
IP Office as a Messaging SolutionIP Office as a Messaging Solution
19© 2007 Avaya Inc. All rights reserved.
IP Office Messaging Options
Embedded Voicemail– For the IP Office 500 system
– Supports 4 ports and up to 15 Hours total record time
– Includes Auto Attendant and Vmail to Email functionality
VoiceMail Pro– PC-based scalable messaging solution including Automated
Attendant, Call Recording, Voicemail to Email presentation and more.
– Provides the base for advanced applications such as IVR, Text-to-Speech, and Unified Messaging
Centralized Voicemail Pro– Utilize a single voicemail system to service multiple sites.
20© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro Standard Capabilities
Scalable from 4-30 ports
Multi-level Automated Attendant
Personal numbering with remote control
Multiple personal greetings
Broadcast messages for hunt groups
Sophisticated call queuing(estimated time to answer, time and position in queue)
Multiple language support
Automatic detection and redirection of incoming fax calls
Visual Voice
Cascaded Out Calling - 5 target numbers
Voice Port Reservation - Optimize for recording, messaging
21© 2007 Avaya Inc. All rights reserved.
Simplifying Message Handling with Visual Voice
Context sensitive keys
– Easy to use
– Guides the user through the voice ‘menus’
– Minimizes training
5410/5420
4610/20/21/25
5620/5621
5610
2410/20
1708/1716
Available on
23© 2007 Avaya Inc. All rights reserved.
Applications - VoiceMail Pro UMS
Web Browser Client
– Access voicemail using web browser
– Once authenticated the licensed user will be logged onto the system and have access to their mailbox
– Message playback supported via Extension and PC Multi-media
IMAP Client – eg Outlook
– The IMAP Server interface can provide details of messages stored in the VmPro voicemail store to the desktop application supporting an IMAP Client
– The IMAP Client interface currently supports message playback via Multi Media
24© 2007 Avaya Inc. All rights reserved.
IP Office Voice NetworkingIP Office Voice Networking
25© 2007 Avaya Inc. All rights reserved.
Small Community Networking
Desk-to-desk dialing Absent Text MessageAnti-TromboningBusy Lamp FieldCall HoldCall TransferCall ForwardHot Desking across network
Call Paging Call Pick-upCall Back when FreeCamp-on ConferenceCentralized Voice Mail (using VoiceMail Pro)Dynamic Internal Users DirectoryDistributed Groups across network
Small Community Networking between IP Office sites
IP
Improved inter-site communications & user productivity
Improved mobility and customer service
Benefits – Improved Business Efficiency
26© 2007 Avaya Inc. All rights reserved.
Advanced Multi Site NetworkingMulti-site Hot Desking
– A user can log on to his extension at any location
– Users can have the same features or restrictions (e.g. international calls) in any office
– Log in to any phone and their number and voice messages follow them wherever they are.
– Available on digital, analogue and IP phones
Multi-site Hunt Groups
– Call distribution across multiple sites
– Hunt Groups can include users from other sites across the network
Up to 500 users across 16 IP Office sites
Only AvayaOnly AvayaMulti-site Hot DeskingOn IP, Digital or Analog Sets
Only AvayaOnly AvayaMulti-site Hot DeskingOn IP, Digital or Analog Sets
IP
27© 2007 Avaya Inc. All rights reserved.
IP Office as a Conferencing SolutionIP Office as a Conferencing Solution
28© 2007 Avaya Inc. All rights reserved.
VoiceMail Pro
New York Office
Sales Director
Purchasing Manager
London Office
IP Office Conferencing
No special conferencing equipment required (up to 2 x 64 parties on IP Office 412)
Ease of use (simply dial the DDI number allocated to parties on the conference bridge)
VoiceMail Pro provides PIN code check for security as well as guidance prompts
Supplier
ISDNT1 / E1 / IP
Mobile Worker
Home Worker
Please enter your PIN code
29© 2007 Avaya Inc. All rights reserved.
Power Conferencing - Web Collaboration
14
Conferencing Center in R2.1 includes:*• Ability to set up a Future Conference• Web interface for the host to view & change
delegate status online• Operator ability to set up an Ad Hoc
Conference by pointing and clicking at names on the BLF & phoning external delegates on Soft Console
*Conferencing Center available for IP403, 406 and 412
Public/PrivateTDM/FR/IP
VoiceMail Pro
Soft Console
IP Office
Web Browser
• Web-based Reservations*• E-mail Confirmation*• Voting*• Presentation area*• Streaming Media*
• Increased functionality for internal calls• Increased usability & convenience• Increased functionality for incoming calls
• Increased employee productivity• Business infrastructure improvements / TCO• Improved handling of calls with suppliers and customers
Key Features Key Business Benefits
Real time conference supervision and control
• Guidance
• PIN codes
• IP401/SOE = 3 party• IP403/406 = 64 Party• IP412 = 2x64 Party
Avaya IP Office Conferencing Suite
14
Conferencing Center in R2.1 includes:*• Ability to set up a Future Conference• Web interface for the host to view & change
delegate status online• Operator ability to set up an Ad Hoc
Conference by pointing and clicking at names on the BLF & phoning external delegates on Soft Console
*Conferencing Center available for IP403, 406 and 412
Public/PrivateTDM/FR/IP
VoiceMail Pro
Soft Console
IP Office
Web Browser
• Web-based Reservations*• E-mail Confirmation*• Voting*• Presentation area*• Streaming Media*
• Increased functionality for internal calls• Increased usability & convenience• Increased functionality for incoming calls
• Increased employee productivity• Business infrastructure improvements / TCO• Improved handling of calls with suppliers and customers
Key Features Key Business Benefits
Real time conference supervision and control
• Guidance
• PIN codes
• IP401/SOE = 3 party• IP403/406 = 64 Party• IP412 = 2x64 Party
Avaya IP Office Conferencing Suite
30© 2007 Avaya Inc. All rights reserved.
IP Office as a Contact Center PlatformIP Office as a Contact Center Platform
31© 2007 Avaya Inc. All rights reserved.
Compact Contact Center (CCC)
Advanced Call Distribution Management by Exception Real-Time Agent Management
Wallboard Management Queue Management Real-Time Tracking & Analysis
Standard Report Templates Real-Time System Management Campaign Manager IVRQueue Management & Recording
PC Wallboards
32© 2007 Avaya Inc. All rights reserved.
IP Office Management& AdministrationIP Office Management& Administration
33© 2007 Avaya Inc. All rights reserved.
User Friendly Management & AdministrationEase of use:
Single Management interface for PBX, voicemail and data routing
Intuitive Windows-based console
On-line 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)
Proactive SNMP polling for remote administration
Forced back-up for disaster recovery
Email event alerts
Remote feature activation via license keys facilitates upgrades
34© 2007 Avaya Inc. All rights reserved.
IP Office Feature OverviewIP Office Feature Overview
35© 2007 Avaya Inc. All rights reserved.
What’s Possible ?
CTI Software
Computer
Computer
Computer
Exchange Server
VM E-mail Outlook
Integration
Call Recording
CRM
Hunt GroupsAutomatic CallDistribution &Queueing
IP Trunking
IP Trunking
IP phones
ComputerNetwork
ComputerNetwork
Switch
Branch Office
Hot Desk User Logoff
Hot Desk User LogOn
Conferencing
Centralized Voicemail
0800 Auto
Attend IVR Centralized
Reception
Centralized Management
Call Reporting
Remote Office Worker
VPNVPN
PSTNPSTN
PABX
For local access
Customer
Example of VoIP using Least Cost Route. Call from HQ to branch
Example of customer call being answered at
HQ and being transferred to branch
office
Mobile Twinning
VM Alerts
Remote Access VM
Single Number
HQ
PSTNPSTN
BRI / PRI Analogue
Fax
Analogue Phones
Digital Phones
IP Phones Only when required
PABX
36© 2007 Avaya Inc. All rights reserved.
Delivering Intelligent Communicationsto 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 ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.