Products - Avaya IP Office Capabilities

Call Accounting
Call Centre/Customer Management
Call Handling
Computer Telephony Integration
Conferencing
IP Telephony
Management of Call Costs
Messaging
Networking
System Administration/Management Tool
Wireless Mobility

Call Accounting

Features
IP Office provides built-in call accounting capability that includes tracking, maintaining call accounting records along with reporting capability accomplished via IP Office SMDR utility.

Benefits
The call accounting features of IP Office help small and medium size business manage and control calling costs and communications expenses by accounting for and monitoring every call. Businesses can bill clients for calls made on their behalf and track and/or allot calling costs inside their company for bill-back purposes.

Call Centre/Customer Management

Features
Avaya IP Office supports a range of call centre operations from small, informal customer-facing groups (e.g., an accounts receivable department), to formal sales or service operations (e.g., order processing and technical support).

IP Office Compact Business Centre is an excellent value for money, entry level tool for small customer-facing departments. It provides reports on real-time and historical information for up to 3 groups as well as providing information on the operation of the system as a whole.

Enhanced call centre capabilities are available via the Avaya IP Office Compact Contact Centre. Scaling from 5 to 75 agents, this modular solution offers e-mail, Web chat, and Web Call Me capabilities. Other important capabilities include support for outbound calling, call blending and prioritisation to maximize agent productivity and help ensure high value customers receive the right level of service. More than 72 standard real time and historical reports help managers better track and control operations.

IP Office Compact Contact Centre is integrated with the Microsoft Business Solutions CRM application, enabling customer records to be attached to an incoming call and screen-popped to the person answering the call.

Benefits
Tightly integrated with the Avaya IP Office portfolio, Avaya IP Office supports a range of call centre operations from small, informal customer-facing groups (e.g., an accounts receivable department), to formal sales or service operations (e.g., order processing and technical support).the Compact Contact Centre allows organizations to manage their customer facing departments or contact centre effectively and improve customer service. The Avaya IP Office Compact Contact Centre solution provides managers with a real-time view of call centre activity to enable them to manage by exception to help maximize performance.

Call Handling

Features
IP Office simplifies day to day calling handling with a wide range of features, from basic hold, transfer and conference, to advanced capabilities such as Meet-me Conferencing and barge in.

With Phone Manager, a PC manages calls through an easy to use graphical user interface and sends them through a traditional handset or through the IP Softphone and a sound card in the PC.

SoftConsole is a PC-based operator console that provides a visible display of call information. SoftConsole users can simultaneously view caller information, directory information (for point-and-click call routing), held calls and company-wide phone status.

Benefits
Call handling features streamline communications, make it easier for customers and suppliers to reach associates and departments, and improve associate productivity. The advanced call handling features of IP Office automate routine tasks, enable collaboration, and improve customer service. Phone Manager brings the features and functionality normally available on feature phones to every users desktop PC for greater ease of use and improved productivity.

SoftConsole enables phone operators/receptionists to easily answer, route and manage incoming calls from the screen of their PCs. This application enables businesses, no matter how small, to handle calls in a very professional manner.

Computer Telephony Integration

Features
The Computer Telephony Integration (CTI) features of IP Office integrate phone and PC functions to deliver a variety of capabilities. CTI provides access to information in company databases during phone calls. For example, an incoming call from a customer could automatically generate a screen pop of detailed information about that customer on a service representative's PC screen.

Employees can also control their phone via a familiar, easy to use graphical user interface (GUI) on their PC screen. CTI is based on the TAPI (Telephone Applications Programming Interface) standard, which supports use of Microsoft Windows applications such as Microsoft Outlook.

Benefits
Through CTI, IP Office can improve employee efficiency and productivity by combining the capabilities of the telephone and the PC behind one easy to use GUI. It can enhance customer contacts by providing access to important information to associates. Support for TAPI helps extend the value of investments in IP Office.

Conferencing

Features
IP Office offers the Meet-me Conferencing Bridge, which supports conferences with up to 2 x 64 parties and may require conference attendees to have a PIN number to add a level of security to the conference (requires the VoiceMail Pro application). Office Conferencing Centre provides audio and web-based conferencing capabilities. Conferences can be scheduled and confirmed in advance by email, or set up as and when required.

Benefits
Conferencing enables associates to cost effectively conduct meetings over the phone and collaborate spontaneously for information sharing and decision-making. The Meet-me Conference Bridge can lower conferencing costs by reducing the need for third-party conferencing service providers.

IP Telephony

Features
IP Telephony routing calls over Internet Protocol (IP) networks using Voice over IP (VoIP) technology -- is ideal for business with voice intensive applications, such as call centres, and enterprises with significant voice communications costs, such as those with branches and clients located around the world. To ensure quality, Avaya IP Office dynamically allocates bandwidth to voice calls and can even bump a data transmission to ensure that the voice call is unaffected.

Benefits
Routing calls over IP networks is less costly than using traditional voice networks and enables businesses to take advantage of advanced applications like messaging and call centre. With IP Office, businesses can elect to use IP Telephony immediately, or migrate to it at a later time.

Management of Call Costs

Features
IP Office delivers a range of capabilities for managing and controlling the cost of outgoing calls. Administrators can program call restrictions to prevent or limit phone use. Least cost routing automatically determines and employs the lowest cost options for all calls.

Benefits
Conferencing enables associates to cost effectively conduct meetings over the phone and collaborate spontaneously for information sharing and decision-making. The Meet-me Conference Bridge can lower conferencing costs by reducing the need for third-party conferencing service providers.

Messaging

Features
IP Office comes standard with VoiceMail Lite, a built-in voice messaging feature. It supports detailed, confidential messaging for individuals and hunt groups, allowing them to quickly and conveniently receive, manage and respond to messages from customers, suppliers or employees.

The VoiceMail Pro option provides advanced capabilities such as automated attendant, directory access, and centralised voice messaging. Scaling from 2 to 30 simultaneous calls, it supports message handling for individuals or groups, provides information to callers, assists the operator during periods of heavy call activity and more. When used with networked Avaya IP Office sites, VoiceMail Pro's centralised voice messaging feature enables a one voice messaging system to handle all messaging needs. VoiceMail Pro can dial subscribers back, internally or externally, as soon as a voice mail message is left so users can respond quickly to high priority messages.

The Unified Messaging option allows users to consolidate all messages into one inbox, and retrieve, respond and manage them from any phone or PC connected to the Internet. Users can hear their e-mail messages via a telephone and hear and/or read their voice messages via their PC. Support for INTUITY AUDIX messaging (via DEFINITY or MultiVantage platforms) delivers messaging capabilities for businesses with a distributed branch office/small office environment that want to leverage the economies and functionality of a centralised voice messaging solution.

Benefits
IP Office offers several messaging choices to meet the specific needs of small and medium size businesses. Each can help ensure associates stay connected to the business at all times and from any location. Ensuring that customer calls get through and reach the right person, extension or department every time leads to improved customer service. Employee efficiency and productivity are maximized as calls can be routed appropriately and handled quickly during peak call periods.

Networking

Features
Using Small Community Networking, IP Office allows multiple Avaya IP Office systems to be linked together using a standard data network (including Frame Relay), providing feature transparency and advanced applications, such as centralised voice messaging. As a local-area network (LAN) hub, IP Office can connect up to eight PCs and a router with standards-based directory support for integration into an existing IT environment.

Benefits
With IP Office's networking features, businesses can extend communications capabilities to remote locations, unify voice communications across multiple sites, or connect branch sites.

Linking multiple locations via Avaya IP Office is a cost-effective way to enhance the value of existing investments, improve operations, and control costs for communications and system management. Applications such as messaging can be shared transparently between locations and administered more efficiently.

System Administration/Management Tool

Features
An integral part of the Avaya IP Office solution, this tool provides a single point of management, including applications. The Manager provides remote management facilities, and off-line configuration, and is capable of managing any number of Avaya IP Office sites from a single location all subject to user-specific permissions.

Using the IP Office Manager application, the System Administration functionality of IP Office lets administrators monitor, maintain, change or upgrade the communications system. The application uses powerful built-in diagnostics to alert administrators when they need to take action, which can be done remotely.

Avaya also backs IP Office with a comprehensive set of installation and configuration tools (Wizards) which are provided free of charge with every IP Office system to speed up simple installations.

Benefits
These tools help companies monitor activity across all locations to control costs, increase efficiencies and drive improved system performance.

With a Windows-based program and reliable backup, support and diagnostics, IP Office makes administration simple, quick and convenient, - freeing administrators to work on other tasks. The installation and configuration tools (Wizards) allow for shorter installations, less time spent on configurations, fewer mistakes and therefore greater customer satisfaction.

Wireless Mobility

Features
IP Office supports a range of digital wireless phones, which provide in-building wireless communications capability.

Benefits
The mobility capabilities available with IP Office allow associates to stay in touch with customers, colleagues, and suppliers wherever they work within their location at their desk, in a conference room, or on the factory floor. This mobility allows businesses to cost-effectively enhance call coverage and improve customer service.