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IP Office - Features & Benefits
Lower mobile phone and long-distance bills
IP Office helps reduce mobile phone and long-distance charges by routing calls through the system and over broadband links.
For businesses with more than one location, IP Office delivers continuous operation. In a power outage, IP phones automatically failover to another location, retaining full communications capabilities. No conference calling fees
IP Office makes conferencing affordable and practical by providing two built-in, 64-party conference bridges.
IP Office enables remote management and administration from a central location. No need to have an administrator at every site. With advanced diagnostics, IP Office proactively identifies potential problems before they cause an outage or business disruption.
Data Communication Solution Features
For offices with basic data networking needs, IP Office can provide a complete data communications and networking solution:
Firewall protected leased line or dial-up connectivity via PRI, T1 or WAN port: high-speed dialed access, direct leased line connections for high usage and Web site hosting, integral security, and efficient access to information and a larger business presence via the Web.
Integral Static or Dynamic (RIP I/II) routing for both Internet and Branch-to-Branch solutions.
NAT (Network Address Translation) and built in firewall to protect your internal network and IPSec support allows secure VPN data transmission across public IP Networks using 3DES encryption.
Automatic IP address allocation for local and remotely attached PC's and other devices, including IP phones.
|.||Remote Access Server
Access to local LAN servers via optional two-channel V90 modem or digital trunks: individual firewall security, access control per user, and standards-based security enable remote workers.
The IP500 offers 2 switched Layer 3 Ethernet ports.
|.||LDAP client support
For standards based directory synchronization with one-X Portal for IP Office and Phone Manager.
Voice Communication Solution Features
IP Office offers a comprehensive list of features and benefits for the small or mid-size business, including:
|.||Full PBX features
Caller ID, Call Forwarding, Conference Calling, Voice Messaging and more.
A variety of network trunk interfaces, including E1, T1, PRI, ISDN, SIP, analog loop start and analog ground start for comprehensive network connectivity. Not all trunk types are available in all territories, please check for local availability.
Support for a range of extensions, from 2 to 384 that provide sophisticated voice performance for new and growing businesses.
A variety of telephones including analog, digital and IP hard and soft phones (wired and wireless) that provide the appropriate desktop or device phone for every need.
|.||Advanced Call Routing
Incoming calls are directed to the best available person or messaging service, according to the company's unique criteria.
|.||Alternate Call Routing
Ensures reliable handling of calls by selecting from analog, digital or VoIP trunks.
Standards-based multi-site networking to interoperate with other PABXs (licensed feature).
|.||Integrated H.323 and SIP Gatekeeper and Gateway for converged communications
The IP Office acts as an IP telephony server with Quality of Service (QoS) support through DiffServ for routing and up to 128ms of Echo cancellation depending on Voice Compression Module (VCM) card fitted.
IP Office 4.0 and above supports SIP trunking to Internet Telephony Service Providers. This approach allows users with non-SIP phones to make and receive SIP calls (licensed feature).
Applications Platform Features
IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full complement of sophisticated applications.
IP Office provides a number of free applications (eg. Phone Manager Lite, Microsoft TAPI service). These applications can be upgraded to provide enhanced functionality through the purchase of license keys.
A graphical User Interface (GUI) for attendants on their PC desktop for call handling. Works with a telephone and is an easy way to learn and use sophisticated tools in a comfortable environment.
|.||one-X Portal for IP Office
A powerful client/server web application that allows the user to control and manage phone calls from a web browser with the standard LDAP protocol for connectivity to external directories.
|.||Open CTI interfaces
IP Office has a built in TAPI server that integrates easily with popular contact management applications such as Outlook. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit.
Callers can always be answered with a personal voicemail greeting before a message is taken and message notification set. Messages can be shared (forwarded) with colleagues and retrieved by any phone capable of tone dialing. When used with one-X Portal for IP Office, the PC can be used to control message playback.
|.||Integrated Voicemail to Email Presentation
Voice messages can be copied into email messages and delivered into the email system. IP Office uses SMTP or MAPI to deliver a copy of the voice message.
The Unified Messaging Service within Preferred Edition provides a higher level of integration to synchronize both voicemail and email inboxes.
|.||VoiceMail Pro Web Access
Together with UMS comes the ability to access voice mails via a web browser. using this voicemail messages can be managed and listen to using either the PC or the IP Office extension.
Simplify service for administrators with this easy-to-use feature with the ability to construct customized automated services allowing callers to efficiently navigate the system, and reach the right person, without the assistance of an operator. Available with Preferred Edition and with Essential Edition.
|.||Interactive Voice Response (IVR) and Text to Speech
Create automated customized systems allowing callers to interact with business information, for example, reading email, account enquiry systems, automated ordering systems, ticket purchasing systems, PIN number checking, remote time sheet management, etc. Enhance theses systems by using Text To Speech to read information back to callers. Available with Advanced Edition.
|.||Queue Manager and Campaign Manager
Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and customer service.
|.||Customer Call Reporter
Available with Advanced Edition and combined with the built-in ACD functionality of IP Office, CCR enables a small business to track and measure customer service and agent productivity levels
|.||IP Office + CCR = Informal Call Center|
|.||The new CCR application delivers:|
|.||Browser/Thin Client Architecture|
|.||Single Server Efficiency (with VoiceMail Pro)|
|.||Target Segment: Small Business, <30 agents|
|.||Can support up to 150 agents|
The IP Office solution (phone system, router/firewall/DHCP server) is easily managed through the IP Office Manager. IP Office Manager is a Windows PC software application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN, or connected via the Remote Access Server with a Telephone Adaptor, Router or the optional internal modem. The System Status application is a useful diagnostic tool that provides enhanced details about equipment and resources in the IP Office system. This includes indication of alarms and details of current calls in progress for local or remote diagnostics.
The IP500 V2 - servers, media modules, trunk interface cards and software applications - give small and mid-size businesses the options they want to meet today's communications needs and plans for the future.
It offers a modular, flexible chassis which with capacity for up to 16 analog trunks or 16 ISDN BRI trunks (32 channels) or 8 digital PRI trunks (up to 192 T1 channels or 240 E1 channels) using internal daughter cards. Up to 12 Expansion Modules may be added to provide a combination of up to 384 analog, digital or IP extensions, with additional analog trunks through external Analog 16 modules. Features include up to 148 optional voice compression channels, 2 independently switched LAN ports and built-in Embedded Messaging with Essential Edition.
IP Office supports multiple telephone solutions, giving the small and mid-size business maximum flexibility to choose according to their current and future needs (see Telephones for more details):
IP Office's integral H.323 Server supports Avaya 1600 and 5600 Series IP telephones, selected Avaya 9600 Series IP telephones, Avaya T3 series IP telephones, Avaya 3600 Series Wireless VoIP telephones and IP Office Video Softphone.
IP500 Digital Station 8 cards and Combination Cards plus IP Office Digital Station 16 or 30 Expansion Modules support the Avaya 1400 and 5400 Series of digital phones and Avaya T3 Series telephones, plus selected 2400 and 6400 Series phones.
IP500 V2 ETR 6 cards support the Avaya ETR phones as used on PARTNER ACS systems (Essential Edition - PARTNER Version only).
IP500 Phone 2, Phone 8 and Combination cards plus IP Office Phone 16 or 30 Expansion Modules support standard analog phones, faxes and modems, with support for calling line identification and message waiting indication where these services are provided.
Avaya IP DECT base stations can be added to support the Avaya IP DECT 3701 and 3711 telephones as well as the DECT R4 3720 and 3725 telephones. The IP Office Digital Station interfaces support the Avaya 3810 telephone. The Avaya 3600 Series wireless VoIP telephones are also supported.
|.||Third Party SIP endpoints
IP Office's integrated SIP Server supports third-party SIP endpoints such as, desktop telephones, softphones and conferencing speakerphones.
Application and Feature Licensing
Some IP Office applications and features cannot be used unless a valid license key is present in the IP Office system configuration. Each license key is derived from the feature being enabled combined with the serial number of the Feature Key installed with the IP Office system. IP500 and IP500 V2 systems use a mandatory Feature Key installed with every system. Licenses are supplied in two forms; time limited trial licenses and indefinite licenses. Trial licenses allow applications to run in fully functional form for 60 days (from the date of license generation), after which time they cannot be used until upgraded at cost to the full license but can be ordered at any time during the product ownership. For further details of the IP Office licenses including Trial Licenses refer to the Licenses section.
Telephony Functions and Call Handling
IP Office provides a comprehensive telephony feature set to enable a fast and efficient response to a telephone call. Features such as Caller ID display and call tagging allow employees to see who is calling and who they are calling before they pick the call up. Client information can even be 'popped-up' on the user's PC.
For those who are not tied to a desk, Wireless handsets and twinning offer mobility around the office. For those out of the office, be it on the road or working from home, comprehensive and easy to use call forwarding facilities, PC Softphone and a remote access service allow them to remain in telephone contact and access centralized resources at all times.
Incoming calls can be efficiently handled using either Direct Dialling (DDI/DID) or dedicated operators. For out of hours calls or times when you just can't take calls, IP Office provides voicemail and optional Auto-Attendant services.
Advanced Call Handling
In larger businesses or businesses with greater reliance on the telephone for internal and external communications some of the more advanced features will improve efficiency and customer service. Features like Pick-Up which permit users to take a call for a colleague who is temporarily away from their desk, of Absence Text which can quickly give information to internal callers about a person's availability.
Key and Lamp Operation
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.
Outbound Call Handling Features
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.
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.
Inbound Call Handling
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.
Contact Center Features
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.
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.
For more information on managing conference calls, refer to the Audio Conferencing chapter .
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.
External Control Port
The IP Office system unit has two electronic switches, similar to relays, which can be normally open, normally closed, pulsed open or pulsed closed and activated by dialing a short code or through Phone Manager, SoftConsole or VoiceMail Pro action.
These switches can be used for several purposes, for example as a means to control an electronic door release. The External Control Port switches are used to trigger/control purpose built door release equipment which is supplied by a third party. All that needs to be done is to wire the trigger/control output of the third party device to the appropriate External Control port pins.
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.
System Short Codes
Short Codes are used as commands the IP Office to make changes for the user, group or system, so need to set up with consideration to security. The command may need additional information included with it, such as for forward, the phone number forwarded to. Short codes are a flexible and quick way of setting up certain features. IP Office has short codes provided by default on the system, or more advanced codes that need programming by the system administrator.
The full set of short code commands are listed below; please see product configuration documents for more detail on how to set them up.
AOC Previous Call
AOC Reset Total
Busy On Held
Call Pickup Any
Call Pickup Extn
Call Pickup Line
Call Pickup Group
Call Pickup Members
Call Pickup User
Call Waiting On
Call Waiting Off
Call Waiting Suspend
Cancel All Forwarding
Cancel Ring Back When Free
Clear Hunt Group Night Service
Clear Hunt Group Out Of Service
Conference Meet Me
Dial Direct Hot Line
Disable ARS Form
Disable Internal Forwards
Disable Internal Forward Unconditional
Disable Internal Forward Busy or No Answer
Do Not Disturb Exception Add
Do Not Disturb Exception Delete
Do Not Disturb On
Do Not Disturb Off
Enable ARS Form
Enable Internal Forwards
Enable Internal Forward Unconditional
Enable Internal Forward Busy or No Answer
Follow Me Here
Follow Me Here Cancel
Follow Me To
Forward Hunt Group Calls On
Forward Hunt Group Calls Off
Forward On Busy Number
Forward On Busy On
Forward On Busy Off
Forward On No Answer On
Forward On No Answer Off
Forward Unconditional On
Forward Unconditional Off
Group Listen Off
Group Listen On
Hunt Group Disable
Hunt Group Enable
Last Number Redial
Mobile Twinned Call Pickup
Off Hook Station
Private Call Off
Private Call On
Ring Back When Free
Secondary Dial Tone
Set Absent Text
Set Account Code
Set Authorization Code
Set Hunt Group Night Service
Set Hunt Group Out Of Service
Set Inside Call Seq
Set No Answer Time
Set Mobile Twinning Number
Set Mobile Twinning On
Set Mobile Twinning Off
Set Outside Call Seq
Set Ringback Seq
Set Wrap Up Time
Shut Down Embedded Voicemail
Startup Embedded Voicemail
Voicemail Ringback On
Voicemail Ringback Off