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Avaya IP Office 5

Avaya IP Office Version 5 is now here - released in August 2009!

We've been beta-testing IP Office Version 5 since q3 last year, and we're delighted with some of the features. Here are the highlights:

• Single platform - up to 384 users - replacing all Avaya 4** base units
• Browser based applications the highlights of which are Customer Call Reporter (CCR) and One-X Portal (web version of Phone Manager)
• Three editions: IP Office is now divided into IP Office Essential Edition, IP Office Preferred Edition and IP Office Advanced Edition
• IP Office Essential Edition - voice messaging and basic auto attendant
  • Voicemail box for all employees on the system; ability to send voicemail to email
  • Automated attendants can be programmed for basic routing of incoming calls
  • Dial By Name - Using your internal directory, callers can easily search the person they wish to connect with via touch tone
  • Details: IP Office Essential Edition
• IP Office Preferred Edition - Adds conferencing, call routing, call recording & flexible programming
  • Secure Meet Me Conferencing: Users can host their own conference calls with personal pin codes, up to 128 parties in total.
  • Automated call routing - Multiple and multi-level as well as conditional routing to ensure that the right person gets the call.
  • Call recording to a voicemail box - Automatic and on demand ability to record incoming or outgoing calls that you pre-set based on need for a specific frequency or that you enable instantly with the push of a button.
  • Flexible programming via a graphical user interface - makes customizable call routing changes to your business easy and quick to implement.
  • Details: IP Office Preferred Edition
• IP Office Advanced Edition
  • With IP Office Advanced Edition, calls received outside of business hours (and even during business hours) would be streamlined. Allow customers to access information, check status of orders, and more using integrated voice response services. Enable customers to request information, customers (and employees) to complete surveys providing valuable insight to their experience and satisfaction without tying up your staff. Callers will be asked a customized question and given time to respond prior to the next question being asked. Responses can be audio and touch-tone. This form filler capability ensures that all required information is gathered in a logical and clear manner. Retrieval of responses is as simple as listening to a voicemail message.
  • With IP Office Advanced Edition you can balance work load of employees by distributing calls among staff members. Measure staff productivity of call handling and identify areas where change is needed. Customer conversations can be recorded and played back at a later time through an interface that allows you to search quickly for the desired call. Know where to provide coaching to staff members to improve customer service. IP Office Advanced Edition allows you to utilize your employee’s time and talent wisely; empowering you to personalize service to customers as they prefer.
  • Details: IP Office Advanced Edition
• New 4 Port Expansion Card for IP Office 500 making the total capacity of 384
• IP Office 500 conferencing capacity doubles from a single 64-party conference bridge to 2 64-party conference bridges
• With IP Office Release 5, messaging has increased to 40 ports
• IP 500 becomes IP Office 500 communications server
• Multi-Site option enhancements in Avaya IP Office 5 will include:
  • Supporting up to 32 sites in a network and total of 500 users
  • The capabilities that required Advanced Networking - Distributed Hunt Groups and Multi-Site hot-deskingare included in the Multi-Site option at no additional cost.
  • There is no longer a separate Starter License for networking - rather a single license for Multi-Site in increments of 4 channels
  • Enterprise-level redundancy!
  • With Release 5, the network can be meshed - so there is not a single point of failure. If you have an IP500 in the factory and in various offices, if the factory IP500 fails, the handsets can re-authenticate to the alternate IP500 in one of the offices, providing backup for the factory system. With SIP you can have dialtone failover also.
  • Avaya IP phones will be able to fall-back to an to an alternate IP Office site in the network in the event that the primary site fails. So if your IP500 in Glasgow fails, all the handsets will fallback to another server
• SIP endpoint support
• Call Features supported
• Basic call to other SIP Phone or Legacy Phone
• Call Waiting
• Do Not Disturb
• Message Waiting Support
• Call Hold & Consultation Hold
• Attended & Unattended Transfer
• Call Forward Unconditional, Busy and No Answer (using short codes)
• 3 way conference - 3rd Party added / Joins
• Other IP Office features enabled by short codes
• Reliable fax transit over IP network using T.38 Fax protocol

Avaya IP Office 5 "Solutions"

Avaya are "simplifying" the way that IP Office 5 is sold and presented - by dividing it into three editions and various solutions... Instead of purchasing what is usually a long list of partcodes (individual IP Office software items), IP Office will now be delivered in a number of editions and role-based solutions which include access to various features. Please note, for those features which requires the advanced edition, Avaya have also made it mandatory to purchase the preferred edition.

• Mobile Worker Solution
  • Busy sales and services associates and knowledge workers (such as attorneys, accountants, consultants, insurance and real estate agents, to name just a few) who spend most of their time traveling between customer sites will remain easily accessible and connected to the vital information that helps them drive revenue and customer service.
  • Phone calls ring simultaneously on their desk phone and mobile phone (or any other phone), so they’ll never miss a call. They can perform the key call handling features such as transfer, conference, forward, and hold, from their cell phone.
  • Mobile workers can have their email messages read to them over the phone, so critical email messages can be accessed and acted upon, enhancing productivity while out of the office.
  • Hot desking - allows employees to make and receive calls from any of your office phones, regardless of location with optional Multi-Site option (IP Office Small Community Networking enabled).
• TeleWorker Solution
  • To be productive and accessible, teleworkers - employees who work from home full-time - need the same kinds of communications capabilities their office colleagues enjoy. They need to be easily reached. They need the call handling conveniences that let them quickly make calls, put them on hold, transfer them, conference in colleagues: in short, all the same things you can do in the office. And most important, connecting them needs to be quick and easy to do and cost effective.
  • IP Office Teleworker can deliver huge cost savings. With the secure VPN connection, reduce or eliminate the expensing of workers’ home phone bills. Over the long term, real estate and facilities costs can be lowered by enabling employees to work permanently from home - while ensuring full control with features like presence and instant messaging. Expand your labor pool by hiring beyond your zip code while maintaining full control.
  • Point-and-click call handling - All call handling features are quick and easy to do. The included PC interface integrates seamlessly with the Avaya IP phone. Just click to dial, transfer, hold, conference, and more. Access hundreds of speed dials.
  • Cost-effective communications - connecting through your VPN means remote workers’ monthly phone bills can be reduced or even eliminated. Streamline real estate and facilities costs with full-time remote workers.
  • Manage your dispersed workforce - with remote workers’ phones on the network, presence features allow employees to see each other’s status: who’s on the phone, away from their desk, busy, etc. Calls can even be recorded for monitoring and training purposes
  • Expand your hiring horizons - IP Office Teleworker lets you hire a new customer service rep who’s down the block, three states away or on the other side of the world, and seamlessly connect them to your network. Hire the right person, no matter where they’re located.
• Power User Solution
  • The Power User’s unified communications capabilities enable seamless access in virtually any circumstances. Calls can ring simultaneously at the desk phone and any other phone (including cell phones) so there’s fewer missed calls and phone tag. Eliminate calling costs when traveling internationally with just a laptop, headset and Internet connection. Hear email messages read over the phone while in transit. Get all messages - voice, email, fax - in a single inbox. Work from home with the same communications features available in the office.
  • Product Components: Mobility - Twinning, Avaya one-X - Mobile Client for IP Office, Mobile Call Control, Avaya one-X Portal for IP Office, PhoneManager Pro, PhoneManager PC Softphone, Unified Messaging Service, Text to Speech for Email Reading & Reply with Microsoft Exchange, VPN Phone license, Hot desking & Meet me conferencing is available via Preferred Edition
• Receptionist User Solution
  • The IP Office Receptionist application provides a visual display of incoming calls and call status right on your operator’s PC screen. Caller ID allows receptionists to see who’s calling before they answer the call.
  • Operators see everyone’s phone status - who’s busy, on the phone, away from their desk - so calls are routed and managed quickly and accurately. Just click and drag to transfer calls, put calls on hold, or conference in a colleague.
  • Receptionists can see who has new voice messages and alert executives of their message status.
  • Network multiple IP Office locations and a single receptionist can handle calls for all sites, ensuring consistent service and controlling costs.
• Customer Service Agent Solution
  • IP Office Customer Service Agent solution provides the ability for agents to respond quickly to current conditions. Agents can quickly log into a group to assist in answering calls should there be an influx of calls into that group or if another agent is out sick. Agents also receive information such as number of calls on hold, in progress, lost, number of agents logged in and logged out, just to name a few. If no calls are waiting to be answered, the customer service agent can spend more time with the current caller, increasing revenue and customer satisfaction.
  • Product Components - Avaya IP Office Customer Call Reporter (Agent View) (requires Avaya IP Office Advanced Package). To enable remote agents, add the Teleworker package.
• Customer Service Supervisor Solution
  • The IP Office Customer Service Supervisor browser interface provides information on a single screen: real-time statistics by group and agent, alarm notification, and report generation.
  • Real-time statistics can be displayed over 3 customizable views with only relevant information. Alarm notification is based on previously determined and set threshold levels, and can be adjusted at any time based on business objectives. Choose from many report templates to easily create reports most useful and pertinent to the business. Schedule delivery of reports in format preferred by the recipient.
  • Reports provide valuable information about customers, agents, and business operations. Create a Caller Identification report to see where the most (or least) callers are calling from - by area code, country code, prefix, etc. Create business campaigns accordingly. Create agent reports to determine how many calls are taken in a given time period, length of call, and more. Realize where best to provide coaching and training. Generate a trace report to follow a call from first answered through call conclusion to see if and how long the caller waited to be answered, was placed on hold, transferred to another group or agent, left a message, and more. Adjust staffing levels appropriately to provide the best customer experience.