AVAYA IP Office

Sumit Mukherjee
sumitmu@avaya.com
# 98368 46664

2009 Avaya Inc. All rights reserved.

AVAYA WHAT ALL WE DO

UC

CC

Data

Services

Small & Medium

Enterprise

Enterprise

Midsize Enterprise
2009 Avaya Inc. All rights reserved.

Agenda
AVAYA IPT Portfolio
IP Office Overview
Communication Server & End device
Different types of Service Level
Unified Communication
Contact Center
Online Configuration

2009 Avaya Inc. All rights reserved.

IP Office Driving Intelligent Communications in SME

Flagship IP Product for Small and Medium Size Businesses Worldwide

Over 150,000 Systems Installed!

Over 5.5 Million Users Worldwide!
IP Office launched 2002
Over 2,000 Sold in NZ
Over 8,000 Sold in Aus
Deployed in 74+ countries
Established development history
Feb 2007: New IP500 platform and

software release 4.0 launched

Aug 2008: Release 4.2 launch

Aug 2009: Release 5 launch
Feb 2010: Release 6 scheduled

Fiscal Year
Shipped so far
2009 Avaya Inc. All rights reserved.

USER PRODUCTIVITY

RECEPTIONIST

MOBILE
WORKER

TELEWORKER

POWER
USER

AGENT

SUPERVISOR

GROUP COLLABORATION
IP OFFICE
ESSENTIAL
EDITION

IP OFFICE
PREFERRED EDITION

Services
IP OFFICE
ADVANCED EDITION
NOTE:
NOTE: ADVANCED
ADVANCED EDITION
EDITION
REQUIRES THE PURCHASE OF
PREFERRED
PREFERRED EDITION
EDITION
AS A PRE-REQUISITE.

Phones

Accessories
& Adjuncts
Application
Partners

PLATFORM AND PHONES

Communications Server

Hardware &
Software

Multi-site Option
Financing
2009 Avaya Inc. All rights reserved.

Avaya IP Office IP Office 500 Communications Server

Up to 384 users
Just add as you grow
Network up to 32 sites
Max 1000 users
Unified Communication
Go pure IP or the right mix you desire
Get IP value only where you need it
Save energy where you dont need IP

Hybrid Technology

Complete set of menu-driven tools, including audit trails

Administer moves, adds or changes locally or remotely
Real-time remote diagnostics made easy
Get IP Office alarms via SNMP and E-mail
Auto call distribution to customized routes
Auto validation and error-checking
Integrated, customizable firewall & router
Open: Easy to integrate with other applications
Contact Center & IVR
2009 Avaya Inc. All rights reserved.

IP Office Strengths
Capacity 384 users and with Small Community

Networking (SCN) upto 32 sites and 1000 users.

Voicemail Inbulit voicemail and support for upto 40 ports.

Support for VPN phones
Mobile Twinning
Conferencing supports for 2x 64 party conferencing
Support for 150 Contact Center Agents
Inbuilt Call Recording
Integrated IVR.
2009 Avaya Inc. All rights reserved.

Avaya IP Office 500

How Would You Like Yours?

TAKE A LOOK UNDER THE HOOD

Range of interface modules:
Base cards

8 Port Digital Station

2 Port Phone Station
8 Port Phone Station
32 Channel VCM Module
64 Channel VCM Module
4 Port Ex Port card (IP 500 V2)
Combination card( IP 500 v2)

Trunk Daughter cards fit on top

of a base card in the same slot
4 Port Analog Trunk Module
2 or 4 Port BRI*

(4 or 8 channels)
Single or Dual PRI
( 8 channels per PRI enabled, other
channels are licensed)

Legacy Card Carrier accepts current range of trunk modules

and the VCM 4, 8, 16, 24 and 30
Secure Smartcard for operation and Licensing
Key swap process for upgrades

Rack
or Avaya
WallInc.
mounted
2009
All rights reserved.

SIP Trunking
SIP phone (future)

SIP
Provider(s)

IP DECT
IP phone (46xx/56xx/T3 IP)

T1/E1/
ISDN
Provider(s)

Digital phone (24xx/54xx/T3)

Analog phone

IP Office acts as a SIP gateway

Analog
Provider(s)
No need for a SIP phone to make/receive a SIP call
SIP Trunks are licensed in increments of 1, 5, 10 and 20 (up to 128 channels IP500 only)
Support for up to multiple SIP providers
Full list of Service Providers tested against will be available on 4.0 Product Update/Tech Bulletin

Benefits Lower operational costs

Lower cost/flat rate calls with Internet Telephony SPs
Offers back-up to Analog/Digital Trunks
Future-proof your investment

2009 Avaya Inc. All rights reserved.

1600 Series Models

Avaya 1603 IP Telephone
Basic phone for Walkup
or simple Everyday use
3 Line appearances
Two way speakerphone
Backlit Display

Avaya 1603SW IP Telephone

Same features as the
1603 but with an extra
10/100 port for a PC
Phone for simple
Everyday use

Deskphone Value Edition

Avaya 1608 IP Telephone
A phone for the Everyday
user with all the deskphone
essentials
8 Lines / Feature Keys
Two way speakerphone
Extra 10/100 port for a PC
Headset jack

Avaya 1616 IP Telephone

Full-sized phone for
Navigators and managers
16 Lines / Feature Keys
Larger backlit display,
adjustable viewing angle
Two way speakerphone
Extra 10/100 port for a PC
Headset jack
Expandable with optional
32 button expansion
module

2009 Avaya Inc. All rights reserved.

9600 Series Portfolio Additions

9620L

Same capabilities as exiting 9620 with removal of USB port and

adapter interface

PoE Class 1

9620C

Same capabilities as the existing 9620 with the addition of a color

screen

Gives customers the option of a lower entry point for color models

PoE Class 2

9620C

9650C

Same capabilities as the existing 9650 with the addition of a color

screen

PoE Class 2

9670G

New touch-screen based phone targeted for the Essential user

9650C
2009 Avaya Inc. All rights reserved.

13

9670G At A Glance

New

The Business User

The IT Buyer
Convenience for Optimal Productivity Total Cost of Ownership
Persistent always on

Serverless applications

Integrated Bluetooth

Upgradeable firmware

Link the deskphone and mobile

Hardware expandability

Optimized for the senses

Touch

Gigabit Ethernet support

PoE Class 2

Speech
Sight
Sound

2009 Avaya Inc. All rights reserved.

14

Touch Optimized
Call Appearances
No unnecessary

buttons

User Interface

designed for touch

performance

QWERTY Keyboard
Home Screen

2009 Avaya Inc. All rights reserved.

15

IP Hardphones
(5600 Series)

Digital Phones
(5400 Series)

IP Office Telephones
5402

5410

5420

5602

5610

5621

EU24*

3720

3725

IP Dect

2009 Avaya Inc. All rights reserved.

Overview ---Phones

2009 Avaya Inc. All rights reserved.

Wider Choice of Endpoints

9600 IP
Phone
Support

9620L/20Color
9630G; 9640/9640G
9650/50Color
SBM-24 Button Module
Gig-E Adapter

1400
Digital
Phone
Support

1403
1408
1416
Priced for PARTNER
Priced for < 20 users

DECT R4
Compact
Base

4 Channels, 5 base
stations
Directory Access
Fully compatible with
DECT R4 base station
Lower price per user
2009 Avaya Inc. All rights reserved.

New

SIP Enhancements
Many 3rd-parties tested:
Polycom, Grandstream,
Nokia SIP client, etc
SIP Analogue Telephone
Adapter (ATA)
See Knowledge Base for
full list on R5 GA
Requires 3rd Party IP
Phone License

SIP
Endpoints
Support

Call Features supported

Basic call to other SIP
Phone or Legacy Phone
Call / Message Waiting
Do Not Disturb
Many more
T.38 Fax transport over SIP
trunks
Reliable fax transit over
IP network

2009 Avaya Inc. All rights reserved.

19

In-Building Wireless - IP DECT

Up to 120

Up to 32

IP500,406v2, 412
Release 5
2009 Avaya Inc. All rights reserved.

Different types of Service Level

2009 Avaya Inc. All rights reserved.

USER PRODUCTIVITY

RECEPTIONIST

MOBILE
WORKER

TELEWORKER

POWER
USER

AGENT

SUPERVISOR

GROUP COLLABORATION
IP OFFICE
ESSENTIAL
EDITION

IP OFFICE
PREFERRED EDITION

Services
IP OFFICE
ADVANCED EDITION
NOTE:
NOTE: ADVANCED
ADVANCED EDITION
EDITION
REQUIRES THE PURCHASE OF
PREFERRED
PREFERRED EDITION
EDITION
AS A PRE-REQUISITE.

Phones

Accessories
& Adjuncts
Application
Partners

PLATFORM AND PHONES

Communications Server

Hardware &
Software

Multi-site Option
Financing
2009 Avaya Inc. All rights reserved.

Avaya IP Office Essential Edition

Profile:

Businesses that need only basic collaboration capabilities across

their organization

Adds voice messaging and basic auto attendant:

Voicemail box for all employees on the system; ability to send

voicemail to email
Function: 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.

Value:
List
Price:

Provides the basic set of communications needs in todays

business world
$50 per system

2009 Avaya Inc. All rights reserved.

23

Avaya IP Office Preferred Edition

Profile:

Businesses that seek greater speed of response and ease for all

staff interactions

Everything in the Essential Edition plus:

Secure Meet Me Conferencing Users can host their own conference

calls with personal pin codes up to 64 parties in total.

Automated call routing Multiple and multi-level as well as conditional
routing to ensure that the right person gets the call.
Function:
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.

Prioritize how you treat your best customers and even greet them

Value:

with personal messages.

Collaborate easily with your staff or and reduce or eliminate
external conference costs.
Ensure fast response to messages

List Price: $2,395 per system

2009 Avaya Inc. All rights reserved.

24

Voicemail Options

- Essential Edition vs. Preferred Edition

Essential Edition
(previously Embedded Voice Mail)
No PC Required
4 Voicemail Ports
15 Hours Storage
Email Notification
Multi-level Auto-Attendant
Personal & Group voicemails
Visual Voice
Simple Announcements
Message Control, Fwd, Rwd
Call-Back Sender
Fax detection and routing

Preferred Edition
(previously Voicemail Pro)
Windows PC or Server Required
4 to 40 Voicemail Ports
Storage Based on HDD
EVM features supported
Customisable Messaging and Call
Routing
GUI Programming Interface
Call Recording
Campaign Manager
Outcalling
Optional licenses

2009 Avaya Inc. All rights reserved.

Avaya IP Office Advanced Edition

Businesses that require high levels of effective and efficient

Profile:

customer service, as well as the ability to monitor and analyze

what those levels are

Requires purchase of Preferred Edition as pre-requisite:

Track and measure customer service and agent productivity through

an easy to use single screen browser interface.

Record customer calls to a dedicated storage facility enabling you to
Function:
seamlessly search and replay any conversation
Ability to access information, check status of orders, and more using
integrated voice response services.
Enable customers to request information and/or complete surveys.
Retrieval of responses is as simple as listening to a voicemail message.
Increase your knowledge about customers, their experience and improve

Value:

List
Price:

service
Provide customers 24/7 access to information and services with
customized automated self help
Allocate your most valuable resource your employees to your most
valued asset your customers.

$2,295 per system

Requires Preferred Edition @ $2,395
Includes 1 Supervisor license
2009 Avaya Inc. All rights reserved.

26

Unified Communication

2009 Avaya Inc. All rights reserved.

USER PRODUCTIVITY

RECEPTIONIST

MOBILE
WORKER

TELEWORKER

POWER
USER

AGENT

SUPERVISOR

GROUP COLLABORATION
IP OFFICE
ESSENTIAL
EDITION

IP OFFICE
PREFERRED EDITION

Services
IP OFFICE
ADVANCED EDITION
NOTE:
NOTE: ADVANCED
ADVANCED EDITION
EDITION
REQUIRES THE PURCHASE OF
PREFERRED
PREFERRED EDITION
EDITION
AS A PRE-REQUISITE.

Phones

Accessories
& Adjuncts
Application
Partners

PLATFORM AND PHONES

Communications Server

Hardware &
Software

Multi-site Option
Financing
2009 Avaya Inc. All rights reserved.

Avaya IP Office Mobile Worker Solution

MOBILE
WORKER
Volume discounts:
10% off* @ 5 seats
20% off* @20 seats
2009 Avaya Inc. All rights reserved.

30

Avaya IP Office Office Worker Solution

OFFICE
WORKER
Volume discounts:
10% off* @ 5 seats
20% off* @20 seats

2009 Avaya Inc. All rights reserved.

31

Avaya IP Office TeleWorker Solution

TELEWORKER

Volume discounts:
10% off* @ 5 seats
20% off* @20 seats

2009 Avaya Inc. All rights reserved.

32

Avaya IP Office Power User Solution

POWER
USER
Volume discounts:
10% off* @ 5 seats
20% off* @20 seats
2009 Avaya Inc. All rights reserved.

33

one-X Portal for IP Office

Included With IP Office Power User, Office Worker &

Teleworker

IM & Presence

Telecommuter mode (*)

Audio conference mgt

Simple to use
Browser-based - simple to install & maintain
Enhances employee productivity
Parity with Phone Manager
(*) Telecommuter mode requires Power User or Teleworker

34 Avaya Inc. All rights reserved.

2009

IP Office Video Softphone

Included With IP Office Power User & Teleworker

Included in Teleworker &

Power User
Launch Video Call
IP Office end to end

2009 Avaya Inc. All rights reserved.

35

A day in the Life

Of a Power User

2009
2009
Avaya
Avaya
Inc.
Inc.AllAllrights
rightsreserved.
reserved.

36

7:00am 8:30am: Home Office

[Home Office] Supply Issue Phone Call
with NZ (Ph:+9120 2237, Conf = 8781;
Pin = 1234)

Avaya VPN Handset

No additional VPN device

Monitor calls & Productivity
Eliminate Reimbursement
Remote or Home workers

Login as your own office

extension
Over Internet connection

Audio Conferencing

Key Business Benefits

Avaya VPN Handset

Pin secured conference

Up to 64 parties
On demand or scheduled

Recording Audio Call

Press of a button on handset

Sent via email (or stored)
2009 Avaya Inc. All rights reserved.

9:00am 1:30pm: At Office

[Sydney Office] Preparation, Meeting,
Presentation, Demonstration,

Key Business Benefits

Improved Efficiency
Non-stop Productivity
Real-Time Responsiveness
Customer Service

Avaya Office Handset

Retrieve Voicemails and Faxes via
Email
CTI Desktop Applications
Avaya one-X Portal
Outlook Connect
Screen Pop caller details
Make and receive calls
Transfer, forward, hold
Conference calls
Speed dialling, call history
Presence
2009 Avaya Inc. All rights reserved.

1:30pm 2:30pm: Taxi & Airport

Key Business Benefits

[Taxi] Travel to Airport, Check-in &

Airport Lounge

One Number contact

Increase responsiveness,
Reduce phone tag
Use your time efficiently

Mobile Edition
When your desk phone rings, so does
your mobile phone
Transfer from mobile to office phone
and not drop the call
Reduce mobile phone charges and
leverage IP Office features
Single place to pick up all voice
messages
Make calls back via IP Office
2009 Avaya Inc. All rights reserved.

7:00pm 8:00pm (NZ): Hotel Room

[Hotel] Product Update, +61 293
528781, http://webinar.avaya.com

Key Business Benefits

One Number contact
Expensive QoS Networks no
longer required
Work how you want to.

Phone Manager Pro

Telecommuter Mode
IP link for data and call control link
Uses PSTN for Voice traffic
Expensive QoS Networks not
required
Full Feature transparency
Softphone Optional
Conference Call
with Web Collaboration
Dial in via Outlook Contact
Web Access to Voicemail

2009 Avaya Inc. All rights reserved.

Avaya IP Office Receptionist Solution

RECEPTIONIST

2009 Avaya Inc. All rights reserved.

41

Receptionist

2009 Avaya Inc. All rights reserved.

Contact Center

2009 Avaya Inc. All rights reserved.

Real-Time Agent Browser Interface

Agents have 3 views as defined by Supervisor

Need to know basis/security
Alarm Ticker provides status to agents
Intuitive alarm presentation to show status quickly and easily
2009 Avaya Inc. All rights reserved.

44

Customer Call Reporter (CCR) Summary

Track & measure customer service and agent

productivity levels with:

IP Office = Built-in ACD functionality

Customer Call Reporter = real-time & historic

reporting

IP Office + CCR = Improved Customer Service

Customer Call Reporter delivers:

Simple & Intuitive Reporting

Minimum User Training Required

Browser/Thin Client Architecture

Reduced Set Up Costs

Single Server with IP Office Messaging Server

Best suited to Small Businesses <30 Agents

Can support up to 150 agents, 30 supervisors and

one administrator

Improved
Customer Service
2009 Avaya Inc. All rights reserved.

45

Avaya IP Office Customer Service Agent Solution

AGENT

2009 Avaya Inc. All rights reserved.

46

Avaya IP Office Customer Service Supervisor Solution

SUPERVISOR

2009 Avaya Inc. All rights reserved.

47

Supervisor Client Browser

Supervisor Views

Historical Reporting Tab

Customized Statistics

Alarms

2009 Avaya Inc. All rights reserved.

48

Historical Reporting
Drag & Drop Report Templates
Six templates available

Call details, call summary, agent

summary, trace, alarm, voicemail

Create >80 distinct reports

Save Report for Future Use

No need to re-enter same data

over and over, saves time

Export to PDF, Excel, Word

Scheduled or manual delivery

(e.g. reports by email)

Database schema available for

custom applications

2009 Avaya Inc. All rights reserved.

49

IP Office Preferred Edition

Voicemail pro

Windows Based Application

Graphical User Interface (GUI)

Text To Speech

Scalable from 4 to 40 Ports

Intelligent Queue Announcement

Integration with Fax and Email

Multi-Level Auto-Attendant
Personal Numbering

Record Life of Call

Call Recording and Archiving

Broadcast group messaging

Conditions based routing
Campaign Manager
Database Integration for IVR
Centralized Voicemail
Voice Port Reservation
Cascaded Outcalling

up to 5 numbers

* Voicemail Pro is a Licensed Application, with additional optional licenses available 2009 Avaya Inc. All rights reserved.

PC Wallboard

New with
IP Office
R6.0

Customizable Wallboard
Interactive statistics
Messaging feature
Leader board (e.g. top 10 agents)
Easily rebranded & customised

(e.g. customer logo, colours, etc)

Automatically optimized screen

aspect ratio

Pricing:
1 wallboard per Supervisor license

2009 Avaya Inc. All rights reserved.

Online Configuration

2009 Avaya Inc. All rights reserved.

Slides you can Rely!!!

For presales/postsales support:
http://Marketingtools.avaya.com/knowledgebase

For online configurator:

http://ezquote.avaya.com

ROI Tool is available on Enterprise portal for IP Office

http://www1.avaya.com/smallmidbusiness/calculator/ROI.ht

ml

2009 Avaya Inc. All rights reserved.