Check out the compatible line of Avaya phones here, or read about the Avaya IP Office 500 V2 Below. (If you’re on an iPad, get the IP Office EZ Demo Application Download.)
| • 4 slots to house a mixture of extension cards and VCM cards |
| • Digital Station 8 card |
| • TCM8 Station card supporting select Nortel digital telephones (IP500 V2 control unit only) |
| • Phone 2 and Phone 8 cards |
| • VCM-32 and VCM-64 cards |
| • 4-Port Expansion card. |
| • ETR 6 port phone card. (IP500 V2 only, North America only) |
| • Combination Card with 10 VCM channels, 4 analog trunks, 6 Digital Station (DS) and 2 Phone ports. (IP500 V2 only) |
| • Combination Card with 10 VCM channels, 2 BRI trunk interfaces (4 channels), 6 Digital Station (DS) and 2 Phone ports. (IP500 V2 only) |
| • IP500 Legacy Card Carrier: this card allows up to two IP400 Trunk or VCM Cards to be used with the IP500 control unit (1 Daugther card per Carrier) |
| • Optional trunk daughter card support: |
| • Analog Trunk Module 4 card |
| • BRI-4 and BRI-8 cards (2 x 2B+D and 4 x 2B+D channels respectively) |
| • Single and Dual Universal PRI cards |
| • Support for IP400 trunk and VCM cards using a Legacy Card Carrier |
| • Memory/Feature Key card support: |
| • IP500: Slot for smart card Feature Key – required for system operation as well as licensing of optional features. |
| • IP 500: Slot for Compact Flash card – used for embedded messaging as part of Essential Edition. |
| • IP500 V2 : 2 Slots for SD cards (System and optional) – System SD card is required for system operation as well as licensing of optional features and storage for embedded voicemail in Essential Edition. |
| • 9-pin DTE Port for maintenance. |
| • Support for up to 12 IP500 Expansion Modules: |
| • Phone modules (16, 30) |
| • Digital Station modules (16, 30) supporting IP Office telephones with RJ45 connector |
| • Digital Station modules (16A, 30A) supporting Nortel telephones with RJ21 connector (IP500 V2 control unit only) |
| • Analog Trunk Module 16 |
| • BRI So8 module |
| • IP400 expansion modules (not WAN3 10/100 or Network Alchemy modules) |
| • External O/P socket supporting two relay on/off switch ports, e.g. for door entry systems. |
| • Audio input port for external music on hold source. |
| • 48 Data channels |
| • Up to 40 VoiceMail Pro ports |
| • Two 10/100 switched Ethernet ports (Layer 3). |
Explore Avaya’s IP Office features below.
Tones
IP Office generates the correct user tones for the geography. These tones are generated for all IP Office extension types, analog, digital and IP.
• Normal, alternate, and secondary; depending on geography
• Busy
• Unobtainable
• Re-order
• Conferencing tone depending on geography
Caller ID
• Display of the caller’s number on incoming calls, where supplied by the service provider.
• Sending of calling number on outgoing external calls.
Benefit
• Confirmation and recognition of who is calling.
• Storage of Caller ID numbers for return calls.
• Directory name matching to Caller ID numbers.
• Screen-Popping customer records in compatible applications.
Hold
• A call may be placed on hold with optional Hold music. A held call cannot be forgotten as it is presented back to the extension after a timeout set by the system’s administrator. See also Park .
Toggle Calls
• Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system, presenting them one at a time to the user
Hold Call Waiting
• Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press.
Hold Music (Music on Hold)
• The IP Office system supports up to 4 sources of music on hold – one system source which may be external, internal (WAV) or tone, plus up to 3 additional internal sources. The internal sources are .WAV files saved either in volatile memory, or on the optional memory card in an IP500 and IP406 V2. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds.
• Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups. On IP500 systems, each source can be up to 90 seconds long (30 seconds on IP406 V2 and IP412).
• External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units.
Park
• As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user.
The call park facility is available through the user’s telephone, one-X Portal for IP Office, Phone Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number.
For convenience Phone Manager has 4 pre-defined park buttons. On digital phones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved.
There is a system configurable timeout that determines how long a call may remain parked before it is represented to the extension that originally parked the call.
Automatic Callback
Feature
• When calling an extension that is busy, set the system to call you when the extension becomes free. This feature is also called “Ringback When Free”.
• When calling an extension that just rings, set the system to call you when the extension is next used. This feature is also called “Ringback When Next Used”.
Benefit
• Carry on with other work and let the system initiate a call for you when the extension becomes available.
Direct Inward Dialing (DID/DDI)
• This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to what ever number is needed by the business, within limits
• In North America, T1 circuits are required for DID.
Transfer
• Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or external public number. The caller is placed on hold while the transfer is performed.
• If the phone is put down before the destination has answered, the original caller will be automatically transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer. This is called a Supervised Transfer.
• Unless restricted by the system administrator, the IP Office makes no differentiation between internal or external call transfers.
Distinctive and Personalized Ringing
• The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or external. This feature is called ‘distinctive ringing’. For analog phones the distinctive ringing sequences used are adjustable. For digital and IP phones the distinctive ringing sequences are fixed as follows;
• Internal Call: Repeated single-ring.
• External Call: Repeated double-ring.
• Ringback Call: Single ring followed by two short rings.
• This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and voicemail ringback calls.
• This feature is supported across the IP Office Small Community Network .
Personalized Ringing
• In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone’s ring. On many Avaya digital phones, the ringer sound can be personalized. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on all types of telephones.
Message Waiting Indication
• Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user, either in a personal voice mailbox or in a group mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off.
• All Avaya digital and IP phones have in-built message waiting lamps. one-X Portal for IP Office and Phone Manager also provide message waiting indication on screen
• For analog phones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected from the IP Office Manager when configuring a system to match the properties of the analog phones. Note that the 101V signaling is only available on IP500 Phone cards and expansion modules plus version 2 IP400 Phone
8, 16 and 30 expansion modules, not on the IP406 V2 control unit.
Visual Voice
Feature
• Provides interface to voicemail through handset display and buttons e.g. Listen, Save, Delete, Fast Forward.
• You can access and control voice messages via the display on Digital or IP telephones. Visual Voice requires Preferred Edition or Essential Edition, and can only be used with large display LCD sets only from the 1400, 1600, 2400, 5400, 4600, 5600, 9500, 9600 and T3 series. (1403, 1603, 1603SW, 2402, 5402, 4601, 4602SW, 5601, 5602SW do not support Visual Voice). On telephones that have a display but do not support visual voice operation, use of the button for user mailbox access using voice prompts and for direct to voicemail transfer during a call is supported (does not include T3 and T3 IP telephones.
• The fixed message button on certain phones can be configured to invoke visual voice (this is the default setting for new configurations). This configurable option frees the button programming required currently for Visual Voice.
Benefit
• Quick access to voicemails and commonly used messaging features.
Features supported are:
• access new/old/saved messages for personal and hunt group mailboxes.
• next and previous message.
• fast forward and rewind.
• pause message.
• save, delete and copy message to other users of the system.
• change default greeting.
• change password.
• change email settings (Preferred Edition only).
| Tones | |||||||||
| IP Office generates the correct user tones for the geography. These tones are generated for all IP Office extension types, analog, digital and IP. | |||||||||
| • Normal, alternate, and secondary; depending on geography | |||||||||
| • Busy | |||||||||
| • Unobtainable | |||||||||
| • Re-order | |||||||||
| • Conferencing tone depending on geography | |||||||||
| Caller ID | |||||||||
| • Display of the caller’s number on incoming calls, where supplied by the service provider. | |||||||||
| • Sending of calling number on outgoing external calls. | |||||||||
| Benefit | |||||||||
| • Confirmation and recognition of who is calling. | |||||||||
| • Storage of Caller ID numbers for return calls. | |||||||||
| • Directory name matching to Caller ID numbers. | |||||||||
| • Screen-Popping customer records in compatible applications. | |||||||||
| Hold | |||||||||
| • A call may be placed on hold with optional Hold music. A held call cannot be forgotten as it is presented back to the extension after a timeout set by the system’s administrator. See also Park . | |||||||||
| Toggle Calls | |||||||||
| • Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system, presenting them one at a time to the user | |||||||||
| Hold Call Waiting | |||||||||
| • Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press. | |||||||||
| Hold Music (Music on Hold) | |||||||||
| • The IP Office system supports up to 4 sources of music on hold – one system source which may be external, internal (WAV) or tone, plus up to 3 additional internal sources. The internal sources are .WAV files saved either in volatile memory, or on the optional memory card in an IP500 and IP406 V2. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds. | |||||||||
| • Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups. On IP500 systems, each source can be up to 90 seconds long (30 seconds on IP406 V2 and IP412). | |||||||||
| • External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units. | |||||||||
| Park | |||||||||
| • As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user. | |||||||||
| The call park facility is available through the user’s telephone, one-X Portal for IP Office, Phone Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number. | |||||||||
| For convenience Phone Manager has 4 pre-defined park buttons. On digital phones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved. | |||||||||
| There is a system configurable timeout that determines how long a call may remain parked before it is represented to the extension that originally parked the call. | |||||||||
| Automatic Callback | |||||||||
| Feature | |||||||||
| • When calling an extension that is busy, set the system to call you when the extension becomes free. This feature is also called “Ringback When Free”. | |||||||||
| • When calling an extension that just rings, set the system to call you when the extension is next used. This feature is also called “Ringback When Next Used”. | |||||||||
| Benefit | |||||||||
| • Carry on with other work and let the system initiate a call for you when the extension becomes available. | |||||||||
| Direct Inward Dialing (DID/DDI) | |||||||||
| • This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to what ever number is needed by the business, within limits | |||||||||
| • In North America, T1 circuits are required for DID. | |||||||||
| Transfer | |||||||||
| • Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or external public number. The caller is placed on hold while the transfer is performed. | |||||||||
| • If the phone is put down before the destination has answered, the original caller will be automatically transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer. This is called a Supervised Transfer. | |||||||||
| • Unless restricted by the system administrator, the IP Office makes no differentiation between internal or external call transfers. | |||||||||
| Distinctive and Personalized Ringing | |||||||||
| • The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or external. This feature is called ‘distinctive ringing’. For analog phones the distinctive ringing sequences used are adjustable. For digital and IP phones the distinctive ringing sequences are fixed as follows; | |||||||||
| • Internal Call: Repeated single-ring. | |||||||||
| • External Call: Repeated double-ring. | |||||||||
| • Ringback Call: Single ring followed by two short rings. | |||||||||
| • This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and voicemail ringback calls. | |||||||||
| • This feature is supported across the IP Office Small Community Network . | |||||||||
| Personalized Ringing | |||||||||
| • In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone’s ring. On many Avaya digital phones, the ringer sound can be personalized. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on all types of telephones. | |||||||||
| Message Waiting Indication | |||||||||
| • Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user, either in a personal voice mailbox or in a group mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off. | |||||||||
| • All Avaya digital and IP phones have in-built message waiting lamps. one-X Portal for IP Office and Phone Manager also provide message waiting indication on screen | |||||||||
| • For analog phones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected from the IP Office Manager when configuring a system to match the properties of the analog phones. Note that the 101V signaling is only available on IP500 Phone cards and expansion modules plus version 2 IP400 Phone 8, 16 and 30 expansion modules, not on the IP406 V2 control unit. |
|||||||||
| Visual Voice | |||||||||
| Feature | |||||||||
| • Provides interface to voicemail through handset display and buttons e.g. Listen, Save, Delete, Fast Forward. | |||||||||
| • You can access and control voice messages via the display on Digital or IP telephones. Visual Voice requires Preferred Edition or Essential Edition, and can only be used with large display LCD sets only from the 1400, 1600, 2400, 5400, 4600, 5600, 9500, 9600 and T3 series. (1403, 1603, 1603SW, 2402, 5402, 4601, 4602SW, 5601, 5602SW do not support Visual Voice). On telephones that have a display but do not support visual voice operation, use of the button for user mailbox access using voice prompts and for direct to voicemail transfer during a call is supported (does not include T3 and T3 IP telephones. | |||||||||
| • The fixed message button on certain phones can be configured to invoke visual voice (this is the default setting for new configurations). This configurable option frees the button programming required currently for Visual Voice. | |||||||||
| Benefit | |||||||||
| • Quick access to voicemails and commonly used messaging features. | |||||||||
| Features supported are: | |||||||||
| • access new/old/saved messages for personal and hunt group mailboxes. | |||||||||
| • next and previous message. | |||||||||
| • fast forward and rewind. | |||||||||
| • pause message. | |||||||||
| • save, delete and copy message to other users of the system. | |||||||||
| • change default greeting. | |||||||||
| • change password. | |||||||||
| • change email settings (Preferred Edition only). | |||||||||
| Absence Text | |||||||||
| Feature | |||||||||
| • Display a text message on the user’s phone and IP Office Phone Manager application. | |||||||||
| • Display the same message on other internal phones and IP Office applications when calling the user. | |||||||||
| Benefit | |||||||||
| • Inform other internal users of your current status and likely availability. | |||||||||
| • There are 10 predefined strings for Absence Text: | |||||||||
| • None (no text message) | • “Don’t disturb until” | ||||||||
| • “On vacation until” | • “With visitors until” | ||||||||
| • “Will be back” | • “With cust. til” | ||||||||
| • “At lunch until” | • “Back soon” | ||||||||
| • “Meeting until” | • “Back tomorrow” | ||||||||
| • “Please call | • Custom | ||||||||
| • All may have additional text entered, eg message 4 plus 10:00 will show “Meeting until 10:00″ and the text strings are localized to the system language | |||||||||
| • This feature is supported across the IP Office Small Community Network (SCN). | |||||||||
| Call Tagging | |||||||||
| Feature | |||||||||
| • Display a text message on the user’s phone, one-X Portal for IP Office or Phone Manager, when a call is presented to it. | |||||||||
| Benefit | |||||||||
| • Provide additional information about the call. | |||||||||
| Reclaim Call | |||||||||
| Feature | |||||||||
| • The ability to recover, or reclaim, the last call that was at your phone but is now ringing or is connected elsewhere. | |||||||||
| Benefit | |||||||||
| • If you just miss a call and it goes to voicemail or call coverage, you can get the call back while it is still being presented or connected through IP Office | |||||||||
| Hunt Group Enable/Disable | |||||||||
| Feature | |||||||||
| • The ability for a user to enable or suspend their membership of hunt groups. | |||||||||
| Benefit | |||||||||
| • A user may need to temporarily join or leave individual hunt groups, for example to cover a peak of calls without changing the system programming. | |||||||||
| Call Waiting | |||||||||
| A User may not want people calling them to receive busy tone if they are already on another call, but have the call receive ring tone and have some kind of alert that there is a call waiting. The user can then decide to finish or hold the current call and answer the one that is waiting. The amount of information that is available about the call that is waiting depends on the type of phone the user has, or if they are using one-X Portal for IP Office or Phone Manager. | |||||||||
| As Call waiting tone can be disruptive it is possible to turn the feature on or off and even suspend it for a single call – useful for conference calls. | |||||||||
| Do Not Disturb (DND) | |||||||||
| This is the ability to temporarily stop incoming calls ringing at a user’s telephone. It will prevent the user from receiving hunt group calls and give direct callers either voicemail (if enabled) or a busy signal. This feature can be enabled/disabled from the phone or via one-X Portal for IP Office or Phone Manager. | |||||||||
| It is possible to have some calls bypass the DND setting and ring the phone. For example a manager might have their secretary’s extension number on the DND exceptions list. The exceptions list can be easily managed by the one-X Portal for IP Office or Phone Manager. Both internal and external numbers can be on the exception list. | |||||||||
| Dial Plan | |||||||||
| IP Office has a very flexible numbering scheme for extensions, hunt groups and feature commands. While the system has default numbering for feature codes and extensions, they can all be re-defined. Default extensions and hunt groups have 3 digit numbers starting at 200 but these can be changed from 2 to 9 digits through the IP Office Manager. There is a default set of feature access “short codes,” but these can be changed to what ever the end user requires, within limits. This is useful for example, if IP Office is replacing a system where DND was accessed by dialing *21, it is possible to change the IP Office Short Code to mimic the code of the replaced system. | |||||||||
| In certain countries IP Office can support a Secondary Dial Tone when an access digit is dialed, though this limits some functionality like Alternate Route Selection (ARS). IP Office can also be configured to work without line access digits, by analyzing digits as they are dialed and determining if they are for an internal number or should be sent out on a line – this is valuable in SOHO installations where users will not necessarily be used to dialing an access digit for an outside line. | |||||||||
| Paging | |||||||||
| All Avaya digital and IP phones supported on the IP Office that have loudspeakers can be used to receive broadcast audio messages without having to install a separate paging system. Paging can be to individual phones or groups of phones. | |||||||||
| Analog extension ports can be configured for connection to external overhead paging systems, usually through an adapter, such that a port can be included in a paging group to permit mixed phone and overhead paging. | |||||||||
| Some Avaya digital and IP phones are able to answer a page by pressing a key while the page is going on, this terminates the page and turns it into a normal call. | |||||||||
| This feature is supported across the IP Office Small Community Network | |||||||||
| Intrude | |||||||||
| The Call Intrude feature allows a user, if permission through IP Office Manager is given, to join an existing conversation whether this is an internal or external call. | |||||||||
| A user with the “Can Intrude” option can join a call on any extension on the system, however, a User with “Cannot be Intruded” setting would prevent others from joining their call. | |||||||||
| Inclusion | |||||||||
| This feature enables selected users to intrude on calls that are already in progress. The intruding party intrudes on the existing call and all parties hear a tone. The speech path is enabled between the intruding party and the called user, the other party is forced onto hold and will not hear the conversation. On completion of the intrusion the called party speech path is reconnected to the original connected party. The feature is enabled or disabled on a per user basis through the Manager. | |||||||||
| Private Call | |||||||||
| Users can set a status of private call using short codes or a programmed button. Private calls cannot be recorded, intruded on, bridged into or monitored. | |||||||||
| Hot Desking | |||||||||
| Hot Desking allows a number of users non-exclusive use the same extension. Each user logs in with their own identity so they can receive calls and can access their own Voicemail and other facilities. For example, sales personnel who visit the office infrequently can be provided with telephony and Voicemail services without being permanently assigned a physical extension. When finished, they simply log out to make the extension available to others or if users log in at another phone, they are automatically logged out of the original extension. | |||||||||
| Remote Hot Desking | |||||||||
| Feature | |||||||||
| • The ability for a user to Hot Desk to other locations within the Small Community Network. | |||||||||
| • Available on Digital, Analog and IP phones. | |||||||||
| Benefit | |||||||||
| • A user can make and receive calls from any office as if using the phone on their own desk. | |||||||||
| • Single number, improved mobility and easy access to familiar features. | |||||||||
| • The user has access to the centralized system and personal directory as well as their call log (1400, 1600, 9600 Series and T3 phones only). | |||||||||
| • Great for consultants, managers, lawyers working on different offices on different days. | |||||||||
| Description | |||||||||
| IP Office supports remote hot desking between IP Office systems within a Small Community Network (SCN). The system on which the user configured is termed their ‘home’ IP Office, all other systems are ‘remote’ IP Offices. No additional licenses are required to support Remote Hot Desking other than the Voice Networking license on each IP500 within the SCN. | |||||||||
| • User Settings | |||||||||
| When a user logs in to a remote IP Office system, all their user settings are transferred to that system. | |||||||||
| • The user’s incoming calls are rerouted across the SCN. | |||||||||
| • The user’s outgoing calls use the settings of the remote IP Office. | |||||||||
| • However some settings may become unusable or may operate differently. For example if the user uses a time profile for some features, those feature will only work if a time profile of the same name also exists on the remote IP Office. | |||||||||
| • Break Out Dialing | |||||||||
| In some scenarios a hot desking user logged in at a remote system will want to dial a number using the system short codes of another system. This can be done using either short codes with the Break Out feature or a programmable button set to Break Out. This feature can be used by any user within the Small Community Network but is of significant use to remote hot deskers. | |||||||||
| Note: Remote Hot Desking is not supported for use with Customer Contact Center (CCC) or Customer Call Reporter (CCR). Features handled by the telephone itself are not affected by Hot Desking (e.g. call log and phone speed dials). | |||||||||
| Relay On/Off/Pulse | |||||||||
| IP Office is fitted with two independent switch outputs for controlling external equipment such as door entry systems. Control of these switches is via allotted handsets allowing the switches to be opened, closed or pulsed as required. Control of switches is also accessible via Phone Manager Pro, SoftConsole and VoiceMail Pro. | |||||||||
| Pickup | |||||||||
| Call Pickup allows a user to answer a call presented to another extension. Types of call pickup include: | |||||||||
| • Pick up any call ringing on another extension. | |||||||||
| • Pick up a hunt group call ringing on another extension, where the user must be a member of that hunt group. | |||||||||
| • Pick up a ringing call at a specified extension. | |||||||||
| • Pick up any call ringing on another extension that is a member of the hunt group specified. | |||||||||
| This feature is supported across the IP Office Small Community Network (SCN). | |||||||||
| Call Recording | |||||||||
| Where IP Office has VoiceMail Pro installed it is possible to record a call and save the recording to the user’s mailbox, a group mailbox or the voice recording library. For example, this is useful when a caller is going to give detailed information like an address or phone number and the caller will hear a warning message or tone that the call is being recorded in some countries. Where call recording is required for Quality Assurance, it is possible to set the IP Office system to automatically record a percentage of calls for later review. | |||||||||
| Beginning with IP Office R4.0, any call (normal, conference, or intrusion) and any phone type (including IP) can be recorded. Where “advice of recording” needs to be played, IP Office will ignore Voicemail port licensing if an insufficient number of voicemail channels have been licensed. | |||||||||
| Note: for IP phones, a VCM channel will be required for the duration of the recording. | |||||||||
| Telecommuter Mode | |||||||||
| Avaya one-X™ Portal for IP Office for IP Office allows the making and receiving of calls and the retrieving of voicemails from an external phone number as if they were in the office, with one-X Portal for IP Office server providing the call control. The typical scenario is the remote worker that occasionally works from home or from a hotel room. | |||||||||
| This feature also provides billing convenience and potential cost savings for remote workers and mobile work force as all the calls are established by IP Office: there is no need to check bills, nor to pay for expensive hotel calls. | |||||||||
| Twinning and Mobility | |||||||||
| Internal Twinning | |||||||||
| This is typically used in scenarios like workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a wireless extension (e.g. DECT). When a call is made from either twinned phone, the call will appear to have come from the primary phone (when the secondary is an extension on the IP Office system). Other users of the system need not know that the supervisor has two different phones. The supervisor’s Coverage Timer and No Answer Time are started for the call and if the call is not answered within that time, the call will be delivered to available coverage buttons (if applicable) and then Voicemail (if applicable). | |||||||||
| The following features are supported with internal twinning | |||||||||
| • Follow Me To | |||||||||
| • Follow Me Here | |||||||||
| • Forwarding | |||||||||
| • Do Not Disturb (inc exceptions) | |||||||||
| • Context less hunt group actions: Membership / Service Status / Fallback Group configuration | |||||||||
| • Voicemail On / Off / Access | |||||||||
| • Call Log (Central Call Log for T3 and 1600 phones only) | |||||||||
| • Redial (Central Call Log for T3 and 1600 phones only) | |||||||||
| • Personal Directory Entries (for T3 and 1600 phones only) | |||||||||
| Mobility Features include: | |||||||||
| • Mobile (external) Twinning | |||||||||
| • Mobile Call Control | |||||||||
| • Mobility Callback | |||||||||
| • Avaya one-X Mobile Client Support | |||||||||
| IP Office offers a full range of Key and Lamp features on Avaya feature phones. These features include; Line Appearance, Call Appearance, Bridged Appearance and Call Coverage. As these features require a phone with buttons and indicators, the features are only supported on certain Avaya digital and IP phones. Key and Lamp operation is not supported on analog phones. | |||||||||
| IP Office can have a ring delay set on each appearance button to allow time for the target number to answer before other extensions ring, or visual alert only without ring. | |||||||||
| In Key and Lamp operation, IP Office supports up to 10 buttons on each telephone and 10 telephones with the same line appearance. | |||||||||
| Appearance Buttons | |||||||||
| Feature | |||||||||
| • Use the programmable buttons available on Avaya digital and IP telephones to represent individual calls. | |||||||||
| • Answer, originate and join calls by pressing the appropriate appearance buttons. | |||||||||
| Benefits | |||||||||
| • Indication of calls connected and calls waiting. | |||||||||
| • Handling of multiple calls from a single phone. | |||||||||
| Description | |||||||||
| Many Avaya digital and IP telephones supported by IP Office have programmable buttons. These buttons can be assigned to appearance functions that allow the handling of calls. These functions are: | |||||||||
| • Line Appearance Buttons | |||||||||
| Used to indicate make and answer calls on a specific external trunk. | |||||||||
| • Call Appearance Buttons | |||||||||
| Used to handle multiple incoming and outgoing calls from a user’s extension. | |||||||||
| • Bridged Appearance Buttons | |||||||||
| Used to match the call appearance buttons on a colleagues extension. | |||||||||
| • Call Coverage Buttons | |||||||||
| Used to indicate unanswered calls ringing at a colleagues extension. | |||||||||
| Line Appearance | |||||||||
| A Line Appearance is a representation of a trunk line on the IP Office system where the indicator tracks the activity on the Line. Only external calls can be answered or made on Line Appearances. Line appearances can be used with Analog, E1 PRI, T1 PRI and BRI trunks PSTN trunks. They cannot be used with E1R2, QSIG and IP trunks. | |||||||||
| Call Appearance Buttons | |||||||||
| Feature | |||||||||
| • Uses a programmable button on the Avaya digital and IP telephone to represent an incoming or outgoing call. | |||||||||
| • Separate buttons are used to represent each simultaneous call that the user can make or answer. | |||||||||
| • Where possible, the status of the calls (ringing, connected or held) is indicated by the button indicator. | |||||||||
| Benefit | |||||||||
| • Call appearances allow a single user to make, answer and switch between multiple calls by pressing the appropriate call appearance button for each call. | |||||||||
| Alerting/Ring Tone for Covered Calls | |||||||||
| Feature | |||||||||
| • The alert signal (ring tone) for incoming calls for covered phones can be set to the following values: Ring (default), Abbreviated Ring and No Ring. | |||||||||
| Benefits | |||||||||
| • The ability for a user to choose how the covered call will alert. | |||||||||
| • To keep the alerting noise low in open-plan offices. | |||||||||
| Bridged Appearance Buttons | |||||||||
| Feature | |||||||||
| • Allow the user to have an appearance button that matches another user’s call appearance button. | |||||||||
| Benefit | |||||||||
| • Answer and make calls on behalf of the other user. | |||||||||
| • Audible indication of calls presented to the bridged user, where programmed. | |||||||||
| • Visual indication of when the other user has calls presented, held or connected. | |||||||||
| • Join and exchange calls using the paired call appearance and bridged appearance buttons. | |||||||||
| Call Coverage | |||||||||
| Feature | |||||||||
| • Allow unanswered calls to alert at other user extensions and be answered there before being forwarded or going to voicemail. | |||||||||
| Benefit | |||||||||
| • Provide users the opportunity to answer colleague’s unanswered calls before they go to voicemail. | |||||||||
| External Call Lamp Indication | |||||||||
| Feature | |||||||||
| • New system wide configuration parameter to select the LED flash pattern for external calls on Bridged and Coverage appearances. | |||||||||
| Benefit | |||||||||
| • The user can determine if the covered call is internal or external. | |||||||||
| Every business needs to make calls, but depending on the type of business these calls may need to be treated in a special way, such as recorded against a project or client through the use of Account Codes. A business may have several sites linked via a private network but certain users, like customer services agents, may need to be able to call colleagues in other offices even when the network is busy, while other users can wait for a line to come free, Least Cost Routes can automatically translate the internal number to a direct dial call over the public network while other users wait. | |||||||||
| Account Codes | |||||||||
| Feature | |||||||||
| • Associate an account code with a call. | |||||||||
| • Validate account codes used against list stored by the IP Office. | |||||||||
| • Include the account code used with call log details. | |||||||||
| Benefit | |||||||||
| • Through the call records, group calls by account code for the purpose of call costing and tracking. | |||||||||
| • Restrict outgoing calls by requiring users to enter a valid account code. | |||||||||
| Authorization Codes | |||||||||
| Authorization codes allow an IP Office user to go to another extension on the system and make calls using their personal toll restrictions; this may grant the user greater or fewer privileges than the normal owner of the extension they use. Since Authorization Codes are independent of Account Codes, the user has to enter both if the required by the system configuration. All entered codes are logged in SMDR. | |||||||||
| Dial Emergency | |||||||||
| Dial emergency is an IP Office Short Code and, permits certain numbers to be dialed regardless of call barring or a phone being logged out. | |||||||||
| Call Barring | |||||||||
| Feature | |||||||||
| • It is possible to prevent or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis. | |||||||||
| Benefit | |||||||||
| • Restrict the dialing of specific numbers or types of numbers system wide. | |||||||||
| • Restrict certain users from dialing specific numbers or types of numbers. | |||||||||
| Alternate Route Selection (ARS) | |||||||||
| IP Office supports Alternate Route Selection, which is more flexible and easier to configure than Least Cost Routing (LCR). If a primary trunk is unavailable, then ARS provides automatic fallback to an available trunk (e.g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for SCN fallback). | |||||||||
| By configuring ARS, calls may be routed via the optimum carrier. Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day. | |||||||||
| Multiple carriers are supported. For example, local calls are to go through one carrier between specific hours and international calls through an alternative carrier. Carrier selection using 2-stage call set up via in-band DTMF is possible. It is possible to assign specific routes on a per user basis, e.g. only allow expensive routes to be used by critical staff. | |||||||||
| Maximum Call Length | |||||||||
| This feature allows the system to control the maximum duration of any call based on the dialed number. This could be used for controlling calls to cellular networks or data calls made over the public network to ISPs. | |||||||||
| PIN Restricted Calling | |||||||||
| See Account Codes | |||||||||
| Transferable Dial Out Privilege | |||||||||
| Feature | |||||||||
| • A privileged user (Operator / Supervisor) can transfer an outside line (external dial tone) to a user that does not have external privileges. | |||||||||
| Benefits | |||||||||
| • Provides the company with control over external calls | |||||||||
| • Provides the ability to provide outside line access for restricted phones . (e.g., those in public areas or conference rooms) | |||||||||
| Idle Line Preference | |||||||||
| Feature | |||||||||
| • Going off hook will select the first Idle line appearance and the user will be connected to an outside line. | |||||||||
| Benefit | |||||||||
| • Provides the ability to select a specific external line (for companies that prefer to work in key-system mode) | |||||||||
| This is the ability to forward a user’s calls to another extension or external number such as a Mobile/Cell Phone. Calls can be forwarded in a number of ways and if the call is not answered at the forward destination it will go to IP Office voicemail if enabled for the user and call supervision is available. There are three separate forward destinations, one for forwarding on busy one for no answer and one for forward unconditional. Once the numbers have been entered, the user can toggle the forwarding to be active or not as required without having to re-enter the numbers. | |||||||||
| If the user is a member of a hunt group, some types of hunt group calls can also follow forward unconditional. Users can select if forwarding is applied to external calls only, or all calls. Call forwarding is processed after Do Not Disturb and Follow-Me conditions are tested. | |||||||||
| Coverage to Operator | |||||||||
| Feature | |||||||||
| • An operator or a group of operators can be configured to provide coverage for external calls that would otherwise go to voicemail. | |||||||||
| Benefit | |||||||||
| • Any unanswered calls will be routed to an operator or a Group of operators. For example, local government offices prefer to provide a personal service (rather than voicemail). | |||||||||
| Forward on Busy | |||||||||
| If enabled, this forward will be triggered when the user is busy and another call is routed to them, but does not include calls for a hunt group that they may be a member of. A user is normally considered to be busy when they are on a call but depending on call waiting settings and key and lamp features this may not be the case. | |||||||||
| Forward on No Answer | |||||||||
| This forward is triggered if a call has been ringing for a user but they haven’t answered it within the configured answer time, this includes calls that have been indicating call waiting if enabled. | |||||||||
| Forward Unconditional | |||||||||
| This sends all calls for the user to the forward unconditional number, but if the call is not answered within a user’s timeout period the call will be sent to IP Office voicemail, if enabled. | |||||||||
| Unconditional Forward to Voicemail | |||||||||
| Feature | |||||||||
| • The ability to forward calls to Voicemail, even when the user’s voicemail is not activated. | |||||||||
| Benefit | |||||||||
| • This feature allows a user who is familiar with the existing IP Office functionality of diverting all calls to a person or a group to follow the same pattern and divert all calls to a voicemail box. | |||||||||
| Forward Hunt Group | |||||||||
| Calls for a hunt group that the user belongs to can also follow forward unconditional. The hunt group must be set for either hunt or rotary ring type and if the call is not answered at the forward destination it will follow the hunt group call handling instead of going to voicemail. This can be particularly useful in a sales or support environments where a number of people may be out of the office on Mobile/Cell Phones and still participate in the hunt group as if in the office. | |||||||||
| Follow Me | |||||||||
| Follow-Me is similar to Forwarding except that the destination can only be an extension on the same IP Office as the user making use of the feature. Follow-Me is typically used when a user is going to be working away from their desk, for example in a workshop. All the call settings the user has on their main phone will apply to calls that follow the follow-me feature, including forward on busy or no answer. | |||||||||
| Follow-Me can be set either from the users main phone – Follow-Me To – or from the phone where they want calls to be received – Follow-Me Here. Several people can have their phones forwarded to a follow-me destination and if the phone has a display it will indicate who the call is for. | |||||||||
| Programmable Buttons | |||||||||
| As well as the usual dialing keys, Avaya digital and IP phones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP phones there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the IP Office Manager as part of the system configuration, although some phones allow the user to program buttons and functions where given administration rights. | |||||||||
| Busy Lamp Field (BLF) Indicators | |||||||||
| Feature | |||||||||
| • Status indicators which show the status of a programmable buttons associated feature or function. | |||||||||
| Benefit | |||||||||
| • Indication of when a button or associated feature is active. | |||||||||
| This feature is supported across the IP Office Small Community Network. | |||||||||
| Description | |||||||||
| Avaya digital and IP phones have programmable buttons which can be assigned to various features. When those buttons include some form of BLF indicator, the button can also be used to indicate when the feature is active. For example, a button associated with another user will indicate when that user is active on a call. A button associated with a group will indicate when the group has calls waiting to be answered. | |||||||||
| The directory entries in one-X Portal for IP Office and the speed dial icons within the IP Office Phone Manager and SoftConsole applications also act as BLF’s. When the icons are associated with internal users, the icons will change to indicate the current status of the users. | |||||||||
| one-X Portal for IP Office shows these conditions: | |||||||||
| Call History | |||||||||
| Feature | |||||||||
| • Access to a list of called, received and missed calls from the phone and/or IP Office user productivity applications. | |||||||||
| IP Office keeps a record of calls made and received, including unanswered calls. Details are store for both users (maximum 30 entries) and hunt groups (maximum 10 entries). The method of operation varies according to the phone type but in all cases the call records can be used for return calls. | |||||||||
| With IP Office Release 6, a centralized call log is supported by 1400, 1600 and 9600 Series telephones (not 1403 or 1603/1603SW) and Avaya one-X™ Portal for IP Office (leading to consistency between the two). 5400 Series and 5600 Series call logs are stored on the phone. | |||||||||
| Avaya one-X™ Portal for IP Office accesses the centralized call log and therefore presents a record of all calls even if the user’s PC is switched off when a call is received. Call log entries can be added to the personal directory.. | |||||||||
| one-X Portal for IP Office can display call histories for all calls, missed calls, inbound calls and outbound calls. Entries in the call history can be used for return calls, sorted and added to the one-X Portal local directory or speed dials. | |||||||||
| Benefit | |||||||||
| • Missed calls are easily tracked and can be returned. | |||||||||
| • Call log data is retained even after power down and a system reset (1400, 1600, 9600, T3 and one-X Portal for IP Office). | |||||||||
| • Centralized call log is supported in the SCN when using hotdesking (1400, 1600, 9600, T3 and one-X Portal for IP Office). | |||||||||
| • Consistency between desktop phones and user productivity application (1400, 1600, 9600, T3 and one-X Portal for IP Office). | |||||||||
| Language | |||||||||
| Avaya digital and IP phone menus and displays are available in many languages and usually the system default setting will be applicable to all phones, however it is possible to have language set on an extension by extension basis, this will also change the language of menus for IP Office Voicemail. | |||||||||
| Centralized Personal Directory | |||||||||
| Feature | |||||||||
| The IP Office Personal Directory is a list of up to 100 numbers and associated names stored centrally in the system for a specific user. A directory entry can be used to label an incoming call on a caller display telephone or on a PC application. The directory also gives a system wide list of frequently used numbers for speed dialling via one-X Portal for IP Office, Phone Manager or a feature phone with a suitable display. | |||||||||
| For example “Mr Smith” can be displayed when a known Caller ID is received. A user can also select “Mr Smith” in the Directory List in Phone Manager, one-X Portal for IP Office or on a display phone to speed dial this number. | |||||||||
| Description | |||||||||
| • The personal directory capability allows up to 100 entries per telephony user. | |||||||||
| • The system limit is: | |||||||||
| • 10800 for IP Office 500 and IP Office 500 V2. | |||||||||
| • 3600 for IP Office 412. | |||||||||
| • 1900 for IP Office 406 V2. | |||||||||
| • All entries may be added, deleted or modified by Manager, one-X Portal for IP Office, a telephone, or an external service. | |||||||||
| • The personal directory data is sent/updated whenever the user is logged in a SCN. | |||||||||
| Benefit | |||||||||
| • The user has his personal directory independent from the phone (1600, T3 only) he is logged in | |||||||||
| • The personal directory is always synchronized between telephone and one-X Portal for IP Office. | |||||||||
| Centralized System Directory | |||||||||
| Feature | |||||||||
| The IP Office Directory is a list of up to 5000 numbers and associated names stored centrally in the system. A directory entry can be used to label an incoming call on a caller display telephone or on a PC application. The Centralized System Directory also gives a system wide list of frequently used numbers for speed dialing via one-X Portal for IP Office, Phone Manager or a feature phone with a suitable display. | |||||||||
| For example “Head Office” can be displayed when a known Caller ID is received. A user can also select “Head Office” in one-X Portal for IP Office, or the Directory List in Phone Manager, or on the display phone Directory to speed dial this number. | |||||||||
| Description | |||||||||
| • External directory entries can be obtained from up to three different sources for each IP Office: | |||||||||
| • Locally stored in the IP Office configuration. Created and edited using IP Office Manager or by selected 1600, T3 or one-X Portal for IP Office users. | |||||||||
| • Temporary entries imported at regular intervals from an LDAP server. | |||||||||
| • Temporary entries imported at regular intervals by HTTP from another IP Office. This allows the directory entries on one IP Office to be shared by other IP Offices as a centralized system directory for an SCN. | |||||||||
| • The total maximum number of entries is 5000 with entries in the IP Office configuration taking priority over temporary imported entries. | |||||||||
| Benefit | |||||||||
| • Ability to use external directory services with different interfaces | |||||||||
| • One system directory for an SCN | |||||||||
| Self-Administration | |||||||||
| The IP Office administrator may give select users the ability to change some of the phone settings themselves. For example, button programming. The range of changes that the user can make depends on the phone type in use. | |||||||||
| On Hook Dialing | |||||||||
| Avaya digital and IP phones allow the user to make calls by just dialing the number on the keypad, without having to lift the handset or pressing a speaker button. Usually the call progress can be monitored using the speaker in the phone, on phones that support handsfree the whole conversation can be had without having to lift the handset. | |||||||||
| IP Office offers several features to provide versatile inbound call processing, including PC based applications, and a standards-based TAPI interface for 3rd party applications. | |||||||||
| Incoming Call Routing | |||||||||
| Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria. | |||||||||
| The system currently supports routing based on; | |||||||||
| • Call presentation digits from the exchange such as DDI/DID or ISDN MSN. | |||||||||
| • Calling telephone number or Caller ID (This could even be part of the number received such as an area code). | |||||||||
| • ISDN sub-address. | |||||||||
| • ISDN/PRI service type i.e. Voice Call, Data Call, etc. | |||||||||
| It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be handled differently depending on which part of the country the call is originating from. | |||||||||
| Each incoming Call Route also supports a secondary destination ‘Night Service’ that can provide alternative routing for an incoming call based on ‘time of day’ and ‘day of week’ criteria, as well as calendar-based routing for specific dates. | |||||||||
| Calls that cannot be routed to the configured destination are re-routed to a user defined ‘Fall Back’ destination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs. | |||||||||
| Where multiple call routes are set up to the same destination, a Priority level can be associated with the call. This priority level is used to determine a call’s queue position in place of simple arrival time, but note that calls already ringing a free extension are not considered queuing and are not affected by a high priority call joining a queue (unless the option” Assign Call On Agent Answer” is selected for that hunt group). A Priority Promotion Timer can be configured to increase the priority of calls which have been in the queue for more than a defined time. | |||||||||
| An optional tag can be added to calls on the Incoming Call Route, which can be displayed on the alerting telephone. | |||||||||
| Hunt Groups | |||||||||
| A hunt group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the hunt group. | |||||||||
| Four modes of call presentation are supported on IP Office; | |||||||||
| • Sequential | |||||||||
| One extension at a time sequentially always starting at the top of the list. | |||||||||
| • Collective | |||||||||
| All extensions in the hunt group simultaneously. | |||||||||
| • Rotary | |||||||||
| Start with the extension in the list immediately following the extension that answered the last hunt group call. | |||||||||
| • Longest Waiting | |||||||||
| Start with the extension that has been free for the longest time. | |||||||||
| Multi-site Networking/Small Community Networking (SCN) Distributed Hunt Groups | |||||||||
| Hunt groups in a Small Community Network can include members located on other systems within the network. | |||||||||
| Note: Distributed Hunt Groups are not supported for use with CCC or CCR. | |||||||||
| Night Service | |||||||||
| When a hunt group is in Night Service mode, the hunt group is temporarily disabled. Callers to this hunt group will: | |||||||||
| • Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a manned extension or an external number | |||||||||
| • Be played the Out of Hours greeting if voicemail is operational | |||||||||
| • Receive the busy tone | |||||||||
| A hunt group can be switched in or out of Night Service mode by a user dialing the appropriate short code – by any extension or by specific users. | |||||||||
| Time Profiles | |||||||||
| Time Profiles can be used to define when a Service, Hunt Group, Least Cost Route, Conference Bridge or a user’s dial-in facility are operational. For example, a time profile can be used to route hunt group calls to a manned extension or voicemail outside of office hours, or be used to apply different Least Cost Routes at varying times of day to take advantage of cheaper call rates. Multiple Time Entries can be created so that a Time Profile can be used to define specific hours in the day e.g. 09:00-12:00 and 13:00-17:00. Outside of a Time Profile, voice calls would be re-routed according to the configuration but any currently connected calls at the time the Time Profile changes would not get cut off as the change only affects the routing. Data calls will get cut off as the time profile goes out of service but a new data call will start immediately if specified. From Release 4.1, Time Profiles can also be based on specific calendar dates to make allowance for public holidays or other events. | |||||||||
| Queuing | |||||||||
| Queuing allows calls to a hunt group to be held in a queue when all extensions in the group extension List are busy. When an extension becomes free the queued call is then presented. The definition of queued calls now includes ringing calls and calls waiting to be presented for ringing. The queue limit can be set to control the maximum number of calls to wait against a hunt group. | |||||||||
| While queuing, if Voicemail is operational, the caller will be played the announcements for this hunt group. | |||||||||
| Announcements | |||||||||
| Hunt group announcements are separated from hunt group queuing and can be used even when queuing is off. Hunt group announcements are now supported by Embedded Voicemail in addition to VoiceMail Pro. | |||||||||
| Further, times for the first announcement, second announcement, and between repeated announcements are configurable. | |||||||||
| Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part of IP Office from Automatic Call Distribution (ACD) and Call Queuing to agents logging on and selecting the groups that they service. | |||||||||
| Login | |||||||||
| A contact center agent function, login is required before the agent is able to make or receive calls from their phone. A login idle period can be specified which will dictate how long an extension can be idle before the user is automatically logged out, ensuring that an extension is not left logged in and calls go unanswered. | |||||||||
| Monitor Calls | |||||||||
| A user can monitor other peoples’ calls by listening in. This feature is not available by default; it must be specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring is in use. The user is only able to listen; they cannot speak into the conversation being monitored. | |||||||||
| Acquire Call | |||||||||
| Feature | |||||||||
| • Takeover a call currently connected at another extension. This feature is also known as “Call Steal”. | |||||||||
| Benefit | |||||||||
| • Assist a colleague who indicates they want you to take the call. | |||||||||
| Queue Threshold Alert | |||||||||
| When the number of calls queued against a hunt group exceed a threshold, the system can be configured to alert at a selected analog extension port. Typically the User to Alert will be a loud ringer or other alerting device. The alert does not present a real call. | |||||||||
| Conference Calls | |||||||||
| Calls can be placed on hold and a conference created using either the phone or desktop applications. Additional conference members may be added, however a single conference may not have more than 64 members. | |||||||||
| For the IP500 and IP500 V2 the total conferencing capacity is 128 channels. This could be alternatively 2 conference of 64 users, 3 conferences of 42 users or any other combination (maximum 64 participants per conference call). | |||||||||
| Only two calls connecting through analog trunks are permitted in any single conference. | |||||||||
| Dial On Pickup | |||||||||
| Also known as “Hotline”. Automatically dials a specified extension when the phone is taken off hook. This facility is commonly used in unmanned reception areas or for door entry systems to allow visitors to easily gain assistance. | |||||||||
| Off Hook Operation | |||||||||
| Off-Hook Station is designed for users who want their analog phone to operate like digital or IP feature phone, to isolate the user’s phone idle state from the Hook state. This is a useful feature when using one-X Portal for IP Office, Phone Manager or SoftConsole to control the phone state when using a headset on an analog telephone and with call control and dialing from one-X Portal for IP Office, Phone Manager or SoftConsole. | |||||||||
| E911 | |||||||||
| This is a specific service for North America. When an emergency call is connected, IP Office provides calling party information to an external line interface unit. The external unit carries out a number to text translation and forwards this to the emergency services bureau so that the originating location of the call is clearly identified. | |||||||||
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