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-todate. 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 regular, secure “meet-me”, dial in conferences, or host them “on the fly”. 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

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

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 thephone”, “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 – Beingaccessible 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.

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

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 browserbased 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.

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

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 easyto-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

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 IP Office Receptionist solution provides:

• 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

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 inpreferred 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

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, 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

• 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

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

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, 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

• 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