Avaya IP Office

Avaya IP Office Avaya IP Office
The Avaya IP Office 500 is a modular chassis which supports up to 32 extensions (up to 272 with expansion modules), with capacity for up to 16 analogue trunks or 8 digital trunks
(240 E1 channels) using internal daughter cards. Up to 8 Expansion Modules may be added to provide a combination of up to 272 analogue, digital or IP extensions, with additional analogue trunks through external Analogue 16 modules. Some Features include 128 optional voice compression channels, 2 independently switched LAN ports and an optional Embedded Messaging card.

The Avaya IP Office system includes a robust set of tools for administration (Manager), call tracking (SMDR), system monitoring and diagnostics (System Status Application). The ability for users to manage their own calls is supplied through a simple GUI (Phone Manager). Phone Manager functionality can be enhanced through simple licensing and to support IP soft phones.

Receptionists/operators can take advantage of the SoftConsole GUI application to present a professional view of the business to all callers. TAPI (Telephone Applications Programming Interface) support enables IP Office to be linked to Microsoft Outlook and other popular desktop applications for screen pops and PC-based telephony management.

One-X Portal
The one-X Portal for IP Office is an application that provides users control of their telephone from a networked PC. One-X Portal for IP Office can be used with any IP Office extension; analog, digital or any IP telephones, wired or wireless. Via separate gadgets, one-X Portal for IP Office provides easy access to telephony features, call information, call control, directory and Voicemail Pro mailbox. For more information select the One-X Portal tab.

Small Community Network
IP Office systems linked by IP trunks can have Small Community Networking (SCN) enabled. Using SCN, the separate IP Office systems 'learn' each other's extension numbers and user names. This allows extension calls between systems and support for a range of internal call features as well presence, true hot desking between remote locations, logging into remote queues and multi-site hunt grouping. Within an IP Office small community network (SCN), a single Voicemail Pro server can be deployed to provide mailbox services to remote IP Office systems.

Embedded Voicemail, Voicemail Lite and Voicemail Pro
The IP Office Voicemail system has 3 different options with varying levels of features and functionality as noted in more detail on the comparison page. Embedded may be the preferred option to provide an entry level service as it just provides the ability to receive messages on phones and hunt groups whilst Voicemail Pro might better suite a larger business seeking to use its advanced features. Voicemail Pro builds on the features and facilities offered by Voicemail Lite and can be tailored to meet the individual needs of a business by adding applications such as auto-attendant call recording and advanced Call Queuing. Voicemail Pro can be also licensed to read and write data to databases, the values of data returned can be used to alter the call flow within a queue. A Voicemail Pro mailbox user can also configure the responses played back to the caller, based upon the reason the caller was routed to the voicemail.

Call Recording
Voicemail Pro also offers call recording services that allow the automatic/manual recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls. Alternatively, calls can be manually selected for recording.

User Recording
The calls to and/or from a particular user can be automatically recorded. By default the recordings are placed in the user's mailbox.

Hunt Group Recording
The calls to a particular hunt group can be automatically recorded. By default the recordings are placed in the hunt group's mailbox.

Account Code Recording
An account code can be applied to a call by the user before it is made. This can be used to trigger recording of outgoing calls.

Caller ID Recording
Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a Caller ID match.

Time Profiles
For each user, hunt group and/or account code, an IP Office time profile can be used to determine when auto-recording is used.

Incoming Call Routes
Incoming Call Routes can trigger automatic call recording.

Integrated Messaging System (IMS)
Works with a customer's Microsoft Exchange server to provide synchronized voicemail and email mailbox operation. The Voicemail Pro server can speak text, entered within the call flow or contained within variables. Combined with database operation this allows the development of IVR applications.

Conference Centre
IP Office Voicemail Pro complements the built-in meet-me conference bridge facility on IP Office systems by adding guidance prompts as well as requesting PIN codes as participants enter the conference for security. If conference calls are regularly scheduled, Voicemail Pro can have pre-programmed call flows for weekly conference calls e.g every Tuesday between 2pm and 5pm using PIN code 1234 for a sales call, etc. If multiple conference calls are scheduled, users can select which one they want to attend via a simple menu.

Conference Centre Scheduler
The IP office Conferencing Centre Web Scheduler is a Web-based booking tool to reserve conference resources (immediate or future) The Web Client offers a browser interface where the host and participants can not only see which participants have joined the conference but also whether they joined as audio-only or both audio and web. A conference host has the ability to pose questions, modify participant speak/listen settings and whisper to a single participant connected into the conference. When in listen-only mode, participants can request the right to speak through their Web Client (raise hand function). A Web Chat service is available between Host and Participants and the dialog is recorded and sent via email to the Host after the conference. Voice Conferencing Notification (VCN) can be activated for selected participants. This allows VoiceMail Pro to dial out to participants when the conference is about to start and bring them to the conference bridge if they are available.

Voicemail Embedded Voicemail VoiceMail Lite VoiceMail Pro
Number of Mailboxes supported No specific limit on IP500, IP406 V2 or Small Office Edition. Limited only by IP Office configuration. No Limit - Limited only by IP Office configuration. No Limit - Limited only by IP Office configuration.
Maximum Number of Concurrent Calls (ports) 4 simultaneous calls on IP500 and IP406 V2. From 1-10 simultaneous calls on IP Office - Small Office Edition depending up on available VCM resources 4 simultaneous calls on IP Office - Small Office Edition, IP406 V2 and IP412 Up to 30 dependent on license and platform
Recording Time IP Office 50 and IP406 V2: 15 hours. IP Office - Small Office Edition: 10 hours. PC dependent (Requires 1MB per minute) PC dependent (Requires 1MB per minute)

Embedded Voicemail VoiceMail Lite VoiceMail Pro
Runs as a service No No Yes
Multi-lingual support Yes Yes Yes
Voicemail for Individual users Yes Yes Yes
Voicemail for Virtual users Yes Yes Yes
Voicemail for Hunt Groups Yes Yes Yes
Group Broadcast No No Yes
Centralized Voicemail Services No No Yes
Voicemail Ringback Internal only Internal only Internal and external
Voicemail Help TUI No No Yes
Message Waiting Indication Yes Yes Yes
Visual Voice (interactive menu on phone display) Yes No Yes
Integration with Phone Manager Pro No No Yes
Personalized Greeting Yes Yes Yes
Extended personal Greetings No No Yes [1]
Continuous Loop Greeting No Yes Yes
Forward to Email Yes [3] Yes Yes
Copy to Email Yes [3] Yes Yes
Listen To Email (Text To Speech) No No Yes [1]
Send Email notification Yes [3] Yes Yes
Unified Messaging Service (UMS) No No Option
Save Message Yes Yes Yes
Delete Message Yes Yes Yes
Forward Message to another Mailbox Yes Yes Yes
Forward to Multiple Mailboxes Yes Yes Yes
Forward with a Header Message Yes Yes Yes
Repeat Message Yes Yes Yes
Rewind Message Yes Yes Yes
Fast Forward Message Yes Yes Yes
Pause Message No No Yes
Skip Message Yes Yes Yes
LIFO/FIFO Message Playback Option No No Yes
Set Message Priority No No Yes [1]
Set automatic message deletion timeframe No No Yes
Alphanumeric Data Collection No No Yes [1]
Callers Caller ID, time and date announced Yes Yes Yes
Call Back Sender (if Caller ID available) Yes Internal only Yes
Remote Access to Mail Box Yes Yes Yes
User Definable PIN Code Yes Yes Yes
Known Caller ID PIN Code By-Pass Yes Yes Yes
Breakout to Reception Internal and external. Internal only Internal and external.

[1] Intuity mode only.
[2] Remote access can be provided via the embedded Auto Attendant on the Small Office Edition.
[3] Not on Small Office Edition.

In-Queue Announcements
Embedded Voicemail VoiceMail Lite VoiceMail Pro
Queue Entry Announcement No No Yes
Queue Update Announcement Yes Yes Yes
Queue Position Announcement No No Yes
Time in Queue Announcement No No Yes
Time in System Announcement No No Yes
Estimated Time to Answer (ETA) No No Yes
Exit Queue to alternative answer point No No Yes
Queue Update Announcement Yes Yes Yes

Embedded Voicemail VoiceMail Lite VoiceMail Pro
Multi-Level Tree Structure Yes No Yes
Message Announcements No No Yes
Whisper Announce No No Yes
Alarm Calls No No Yes
Assisted Transfers No No Yes

Other Features
Embedded Voicemail VoiceMail Lite VoiceMail Pro
Call Recording No No Yes
Test Conditions No No Yes
Personal Numbering No No Yes
Speaking Clock No No Yes
Campaign Manager No No Yes
VoiceMail Pro Manager No No Yes
Customized Voicemail No No Yes
Intuity TUI emulation mode No No Yes
Forward Emails to External Systems (VPIM) No No Yes
Third Party Database Access (IVR) No No Yes
Text To Speech within call flows No No Yes
Support for Visual Basic Scripts No No Yes