IP Office 500 Avaya 500ns Ns

User Manual: Avaya IP Office 500ns Avaya IP Office Other s - www.telecomuserguides.com

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By:Sam Hassan
IP office
IP Office 500
With a greater VCM channel capacity and performance, the IP Office 500 (IP500) is the most suitable of
the IP Office range for IP Telephony applications. It also provides an entry level offer into the IP Office
family through IP Office Standard Edition software. The IP500 also differs from the IP412 by providing a
greater trunk expansion capability of up to eight PRI/T1 circuits (maximum 192/240 trunks) on four PRI
interfaces allowed per system (4 slots). The IP500 is a stackable unit with an optional 19" rack mounting
kit and an optional wall mounting kit for smaller configurations. The IP500 includes:
• 4 slots to house a mixture of extension cards and VCM cards
• Digital Station 8 card
• Phone 2 and Phone 8 cards
• VCM-32 and VCM-64 cards
• 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
• Slot for smart card Feature Key – required for system operation as well as licensing of optional features.
• 9-pin DTE Port for maintenance.
• Support for up to 8 IP500 Expansion Modules (requires upgrade to Professional Edition):
• Phone modules (8, 16, 30)
• Digital Station modules (16, 30)
• 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 30 VoiceMail Pro ports
• Two 10/100 switched Ethernet ports (Layer 3).

IP Office Standard Edition
By default the IP500 control unit runs a subset of full IP Office functionality called IP Office Standard
Edition.
In this mode the IP500 is restricted to a maximum of 32 users in the base control unit with no expansion.
Supported options include Embedded Voicemail, Phone Manager Lite/Pro/PC Softphone, SoftConsole, TAPI,

By:Sam Hassan
SMDR, SIP trunking, mobile twinning, VPN Phone and IP DECT, as well as licenses for voice networking
(H.323 or SCN). IP Office Standard Edition does not support advanced applications (VoiceMail Pro, CCC,
Conference Center, etc). This restriction can be removed by adding an IP Office Professional Edition
Upgrade license to the configuration.
IP Office Professional Edition (LUC-202959)
By purchasing the upgrade license from Standard Edition to Professional Edition, additional functionality is
enabled. This includes the ability to expand the system using up to eight external Expansion Modules,
allowing the IP500 to support a maximum of 272 phones through a mixture of analog, digital or IP
handsets. If additional analog trunks are required, these can be aggregated in groups of 16 on each
analog expansion module. Note that the Professional Edition also enables the licensing of advanced
applications such as VoiceMail Pro.
The following table shows which features are supported by Standard Edition and which require
the upgrade to Professional Edition.

IP500 Internal Cards
The IP500 control unit has 4 slots for the insertion of cards. These cards can be divided into two types;
base cards and daughter cards. Base cards include a front panel and ports for cable connections. Daughter
cards can be added to a base card in order to provide additional facilities (typically trunk connections).
The following base cards are available:
• IP500 Digital Station 8 Card (Maximum 3).
• IP500 Analog Phone 2 Card and Phone 8 Card (Maximum 4).
• IP500 VCM Card (Maximum 2).
• IP500 Legacy Card Carrier (Maximum 2) .

By:Sam Hassan

IP500 Digital Station 8 Card

This card provides 12 RJ45 ports. The first 8 ports are DS ports for the connection of Avaya digital phones
other than IP phones. The card can be fitted with an IP500 daughter trunk card, which then uses the
additional 4 RJ45 ports for trunk connections.
• This card accepts one IP500 trunk daughter card of any type.
• This card supports selected Avaya 2400, 5400 and 6400 series phones, plus T3 phones(EMEA only) and
3810 wireless phones (North America only).
• 4400 Series phones (4406D, 4412D and 4424D) are not supported on this card, only on Digital Station
expansion modules. Therefore a maximum of 240 x 4400 Series phones are supported in the system.

By:Sam Hassan
IP500 Analog Phone 2 Card

This card provides 2 analog extension ports (1-2) for the connection of analog phones. The card can be
fitted with an IP500 daughter trunk card, which then uses the last 4 RJ45 ports (9-12) for trunk
connections.
• This card accepts one IP500 trunk daughter card of any type.

IP500 Analog Phone 8 Card

This card provides 8 analog extension ports for the connection of analog phones. The card can be fitted
with an IP500 daughter trunk card, which then uses the additional 4 RJ45 ports for trunk connections.
• This card accepts one IP500 trunk daughter card of any type.

IP500 VCM Card

This card provides voice compression channels for use with VoIP calls, SIP trunks and IP-based voice
networking. The module is available in variants supporting up to 32 or 64 channels. The actual number of
channels provided is controlled by the VCM Channels licenses entered into the IP500 system configuration.
Each VCM card has 4 VCM channels enabled by default. Further channels can be enabled up to the
maximum (32 or 64) through adding one or more licenses (available in 4, 8, 16, 28 and 60 channel
increments).
The maximum number of voice compression channels supported, using IP500 VCM base cards and / or
IP400 VCM cards on IP500 Legacy Card Carriers, is 128.
Please note, the maximum number of channels which may be used on each IP500 VCM card card varies
according to the codec used, as shown in the following table.
Maximum VCM channels available, by codec type:
CM 32 VCM

By:Sam Hassan
The card can be fitted with an IP500 daughter trunk card, which uses the 4 RJ45 ports for trunk
connections.
• This card accepts one IP500 trunk daughter card of any type.

IP500 Legacy Card Carrier

This card allows a variety of IP400 trunk and VCM cards to be used with the IP500 control unit. The front
of the card includes a number of panels that can be snapped off to match the ports available when an
IP400 trunk card is fitted.
• This card does not accept any IP500 daughter trunk cards.
• The IP500 control unit can accept up to 2 IP400 trunk or VCM cards by mounting each card on an IP500
Legacy Card Carrier
• This card supports the following IP400 cards:
• PRI T1
• Dual PRI T1
• PRI 30 E1 (1.4)
• Dual PRI E1
• PRI 30 E1R2 RJ45
• Dual PRI E1R2 RJ45
• ANLG 4 Uni
• BRI-8 (UNI)
• VCM 4
• VCM 8
• VCM 16
• VCM 24
• VCM 30

IP500 Trunk Cards

IP500 daughter trunk cards can be fitted to existing IP500 base cards to provide support for trunk ports.
The daughter card uses the ports provided on the base card for cable connection. The addition of an IP500
daughter trunk card is supported on IP500 Digital Station, IP500 Analog Phone and IP500 VCM base
cards.
They are not supported on the IP500 Legacy Card Carrier base card.
For those base cards that support daughter cards, there are no restrictions on the combination of card
types.
However in systems with both Analog Phone 8 base cards and analog trunk daughter cards, combining the
two types are recommended as it then provides analog power failure support for one trunk/extension (Not
applicable to the Analog Phone 2 base card).

By:Sam Hassan
Each daughter card is supplied with the spacer pegs required for installation and a label to identify the
card's presence on the physical unit once installed.

• IP500 Analog Trunk Card (Maximum 4).
• IP500 Universal PRI Trunk Card (Maximum 4).
IP500 Analog Trunk Card

This card can be added to an IP500 Digital Station card, IP500 Analog Phone base card, or IP500 VCM
card. It allows that card to then also support 4 analog loop-start trunks. It also provides one analog V.32
modem.
• When fitted to an IP500 Analog Phone 8 base card, the combination supports 1 power failure extension
to trunk connection.

IP500 Universal PRI Trunk Card

This type of card can be added to an IP500 Digital Station card, IP500 Analog Phone card, or IP500 VCM
card.
It allows that card to then also support primary rate digital trunk connections. Available in single and dual
versions the IP400 PRI card provides single and dual primary rate trunk interfaces respectively. The PRI is
configurable for T1, E1 or E1R2 MFC use depending on the territory.
The IP500 Universal PRI trunk cards incorporate an integrated CSU/DSU. The CSU function allows the
trunk to be put in loop-back mode for testing purposes. This can be set manually, using the monitor
application, or automatically from a Central Office sending a Line Loop Back (LLB) pattern. The DSU
function allows the T1 trunk to be shared between data and voice services.
Here is a summary of the capabilities of the card:
• Each card is configurable to connect to T1, E1 or E1R2 lines.
• The card is available in either a single or dual PRI variant. The single variant can support up to 24 T1
channels or up to 30 E1 channels. The dual variant can support up to 48 T1 channels or 60 E1 channels.
• On each card, 8 channels per interface are enabled by default. This means that the single PRI has 8
channels enabled, while the dual PRI has 16 channels enabled. Further channels may be enabled by the
purchase of additional licenses in 2-channel or 8-channel increments.
• The IP500 PRI daughter card works on any IP500 VCM or extension base card (not the Legacy Card
Carrier).
• Up to four Universal PRI cards can be installed in any combination in the IP500 chassis.
• Diagnostics capabilities:
• Visual indicators to show service state
• Physical test points to monitor traffic.

By:Sam Hassan

IP Office IP412 Control Unit

With a greater internal data transfer capability than the IP406-V2, the IP412 is more suitable for meeting
the needs of the small contact center or businesses with a CRM focus. The IP412 differs from the IP406V2 by providing a greater trunk expansion capability of up to four PRI trunks. The IP412 is a stackable
unit with an optional 19" rack mounting kit. The IP412 includes:
• 9-pin DTE Port (for maintenance or Feature Key connection for application licensing).
• X.21/V35 WAN interface.
• Support for up to 12 IP Office Expansion Modules:
• Phone modules (8, 16, 30)
• Digital Station modules (16, 30)
• Analog Trunk Module 16
• So8 module
• 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.
• Two trunk interface card slots for analog, BRI, PRI (T1, E1) or CAS (E1R2)
• 2 internal sockets for IP Telephony expansion – voice compression modules (from 4 to 30 channels)
• Internal socket for internal modem (2 or 12) for Remote Access Services
• 108 Data channels
• Up to 30 VoiceMail Pro ports
• Two 10/100 switched Ethernet ports (Layer 3).

Expansion Modules
Through support of up to twelve external Expansion Modules, IP412 can be enhanced to support a mixture
of analog, digital or IP phones, to maximum of 360 phones in any combination.
If additional analog trunks are required, these can be aggregated in groups of 16 on each analog
expansion module.

IP400 Trunk Interface Cards
IP400 trunk interface cards fit into the card slots on the Small Office Edition, IP406 V2 and IP412 control
units and in any slot of the IP500 when combined with the IP500 Legacy Card Carrier. They provide
analog, ISDN or CAS trunk connectivity. Not all interfaces are available in all territories. The following
table shows how many of each card type are supported by each of control unit.

By:Sam Hassan

* Each card requires the use of an IP500 Legacy Card Carrier. IP500 does not support E1R2 coax cards.

IP400 PRI Cards (T1/E1/E1R2)
Available in single and dual versions the IP400 PRI card provides single and dual primary rate trunk
interfaces respectively. The PRI is available in T1, E1 and E1R2 MFC variants depending on the territory.
The dual version is only supported on the IP412, in slot A of the IP406 V2 and in the IP500 using an IP500
Legacy Card Carrier.
The Small Office Edition only supports the single T1 PRI card (not E1 or E1R2).
Details of the supported ISDN supplementary services and protocols for each PRI are given in the 'Public
and Private Voice Networks' section.
T1 trunk cards incorporate an integrated CSU/DSU. The CSU function allows the trunk to be put in loopback mode for testing purposes. This can be set manually, using the monitor application, or automatically
from a Central Office sending a Line Loop Back (LLB) pattern. The DSU function allows the T1 trunk to be
shared between data and voice services.

IP400 Universal Quad Analog Trunk (LS) Card
This card provides four analog trunk ports. These are 2-wire loop start interfaces and are available in all
territories. This card supports Caller ID where provided. With IP Office R3.1 and later, this module
supports optional 16ms echo cancellation.
Please note that ground start analog trunks are supported via the IP Office Analog Trunk 16 Expansion
Module.

IP400 BRI Card
The BRI trunk card provides 4 Basic Rate ISDN T interfaces (8 trunks). Details of the supported ISDN
supplementary services on BRI interfaces are given in the 'Public and Private Voice Networks' section.

By:Sam Hassan

Internal Daughter Cards
Internal Daughter Cards are fitted inside the IP406 V2 and IP412 control units.

IP400 Voice Compression Module – 4/8/16/24/30 ports
The Voice Compression Module (VCM) is used for Voice over IP (VoIP) applications in the IP406 and IP412
control units. Five VCM variants are available supporting 4, 8, 16, 24 and 30 channels of compression. The
echo cancellation capabilities of the VCM cards vary. The VCM 4, 8, 16 and 24 cards offer 64ms of echo
cancellation while the VCM 30 card offers 25ms.
On IP Office - Small Office Edition systems, either 3 or 16 VCM channels are built-in and cannot be
changed.
The IP406 V2 supports a single VCM while the IP412 can have any two VCMs installed.
The following table shows how many of each card are supported by each platform.

*Each card requires the use of an IP500 Legacy Card Carrier.

IP400 Internal Modem Card
An internal modem card with 12 modems can be installed in both the IP406 V2 and IP412 to provide dialup capacity that is better matched to remote access requirements of customers. The Internal Modem card
allows up to 12 simultaneous V.90 (56kbps) analog modem calls into the IP Office.

By:Sam Hassan

External Expansion Modules
IP500 Phone Expansion Module

This module provides additional analog telephone interfaces:
• Two Wire.
• DTMF signaling (No rotary or Loop Disconnect).
• Time Break Recall (No Earth Loop Recall).
• Caller ID capable.
• Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal.
The IP500 Phone module is available in 2 versions, giving 16 or 30 extensions. Telephones can be located
up to 1km from the control unit. For extensions located "out-of-the-building" additional line protection will
be needed.
• IP Office Phone Modules provide support for a variety of analog MWI methods. These methods are 51V
Stepped, 81V, 101V and Line Reversal. The 101V method is only supported when using a Phone V2
expansion module.
• Each analog port can support a device of maximum 1 REN.
• On analog ports, call information is sent while the phone is ringing, and cannot be updated during a call
or set on an outbound call (the phone may do a local match but this is not controlled by the IP Office).
The primary purpose of displays is to give information about incoming calls. Where the Caller Display
standard chosen supports the delivery of text (extension name) as well as the number, both are delivered.
• An analog extension port can be set for external Paging operation. It does not operate like a normal
extension and is connected to external equipment through an isolation device. The Port will always be
busy so it cannot be called directly and can only be accessed by using a short code. When not receiving a
Page the port will remain silent, when being paged the page tone is sent before the speech path is
opened.

IP500 Analog Trunk 16 Module

This expansion module provides an additional sixteen Loop Start or Ground Start two-wire analog trunks.
(Ground start trunks are not available in all territories) The first two trunks on the module which are
automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted
must be loop start for correct power fail operation.
For installations in a rack, this module requires the IP500 Rack Mounting Kit. The IP500 Analog Trunk 16
Module is functionally identical to the IP400 Analog Trunk 16 Module.

By:Sam Hassan

IP500 Digital Station Module

This expansion module provides additional Digital Station (DS) ports for selected Avaya 2400, 4400, 5400,
6400, T3 (EMEA only) series phones and 3810 wireless phones (North America only). The IP500 Digital
Station module is available in 2 variants; 16 or 30 extensions.
For installations in a rack, this module requires the IP500 Rack Mounting Kit. The IP500 Digital Station
Module is functionally identical to the IP400 Digital Station V2 Module.
• Telephones can be located up to 1km from the control unit. For extensions located "out-of-the-building"
additional line protection will be needed.
• For systems where Direct Station Select (DSS) Units are being used, IP Office supports a maximum of:
• Eight EU24 and or EU24BL per system.
• Two XM24 units on each Digital Station expansion module to a maximum of 10 XM24 units per system.
• Two 4450 units on each Digital Station expansion module to a maximum of 10 4450 units per system.
• T3 DSS units.

IP400 Phone Module

This module provides additional analog telephone interfaces:
• Two Wire
• DTMF signaling (No rotary or Loop Disconnect)
• Time Break Recall (No Earth Loop Recall)
• Caller ID capable
• Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal
The IP400 Phone module is available in 3 versions, giving 8, 16 or 30 extensions. Telephones can be
located up to 1km from the control unit. For extensions located "out-of-the-building" additional line
protection will be needed. • IP Office Phone Modules provide support for a variety of analog MWI methods.
These methods are 51V Stepped, 81V, 101V and Line Reversal. The 101V method is only supported when
using a Phone V2 expansion module.
• Each analog port can support a device of maximum 1 REN.
• On analog ports, call information is sent while the phone is ringing, and cannot be updated during a call
or set on an outbound call (the phone may do a local match but this is not controlled by the IP Office).
The primary purpose of displays is to give information about incoming calls. Where the Caller Display
standard chosen supports the delivery of text (extension name) as well as the number, both are delivered.
• An analog extension port can be set for external Paging operation. It does not operate like a normal
extension and is connected to external equipment through an isolation device. The Port will always be
busy so it cannot be called directly and can only be accessed by using a shortcode. When not receiving a
Page the port will remain silent, when being paged the page tone is sent before the speech path is
opened.

By:Sam Hassan

IP400 Digital Station V2 Module

This expansion module provides additional Digital Station (DS) ports for selected Avaya 2400, 4400, 5400,
6400, T3 (EMEA only) series phones and 3810 wireless phones (NA only). The IP400 Digital Station
module is available in 2 variants; 16 or 30 extensions.
• Telephones can be located up to 1km from the control unit. For extensions located "out-of-the-building"
additional line protection will be needed.
For systems where Direct Station Select (DSS) Units are being used, IP Office supports a maximum of:
• Eight EU24 and or EU24BL per system.
• Two XM24 units on each Digital Station expansion module to a maximum of 10 XM24 units per system.
• Two 4450 units on each Digital Station expansion module to a maximum of 10 4450 units per system.
• T3 DSS units.

IP400 Analog Trunk 16 Module

By:Sam Hassan

Voicemail
Four voicemail options are available:
• VoiceMail Lite
• Embedded Voicemail (IP Office 500)
• VoiceMail Pro
• Centralized INTUITY Audix / Modular Messaging Voicemail

VoiceMail Lite
VoiceMail Lite is the IP Office basic voicemail application and can handle up to 4 simultaneous calls. Each
user has the option of turning their voicemail on or off. When on, the system automatically answers their
telephone when they are not available to take a call, plays a personal greeting to confirm that the
intended recipient will actually receive the message, and records a message.
When a message has been left, the user will see a message-waiting lamp lit on their telephone and can
press a retrieval button to collect their messages.
VoiceMail Lite can ring the extension to deliver any new messages. When voicemail messages are left they
are time and date stamped and the caller's number noted. Once listened to, old messages are
automatically deleted 36 hours after being left, unless the user chooses to save the message permanently.
Voicemail can be collected remotely by calling into the VoiceMail Lite server. If the number the user is
dialing from is recognized (home number or Mobile/Cell Phone for example), they will listen to their
voicemail straight away. If the source number is not recognized, users will be prompted for a mailbox
number and a PIN code for that mailbox, before they can listen to voicemail. Users have the ability to set
and change their own PIN codes.
Where a voicemail needs to be copied to other users, VoiceMail Lite provides many options:
• Voicemails can be forwarded to another mailbox, or group of mailboxes
• Recipients can add their comment to the voicemail before forwarding to another mailbox or mailboxes.
• Voicemails can be forwarded as email WAV attachments.
VoiceMail Lite telephony user interface (TUI) only operates in IP Office mode, not INTUITY mode.
Note: On the IP500, VoiceMail Lite is only supported after upgrading to IP Office Professional
Edition.

Embedded Voicemail
(IP500, IP406 V2 and IP Office - Small Office Edition only)
In environments like retail or home office, where space, noise or cost considerations rule out using a PC
for voicemail, Embedded Voicemail will be the preferred option for an entry-level voicemail service. With
the Small Office Edition Embedded Voicemail makes use of the voice compression resources to optimize
the message storage by compressing messages before storing, and expanding them during playback. By
doing this up to 10 hours of messages can be stored for all users of the system. Neither the IP500 nor the
IP406 V2 require voice compression modules for storing messages and both support up to 15 hours of
storage.
Key features of Embedded Voicemail include:
• 3 Port voicemail as standard on Small Office Edition (10 ports with 16VC variants of Small Office Edition),
4 port voicemail for IP500 and IP406 V2.
• Up to 10 hours storage on Small Office Edition, 15 hours message storage on the IP500 and IP406 V2.

By:Sam Hassan
• Configurable record time: Default value 2 minutes, maximum value 3 minutes.
• Mailbox security codes ensure a minimum of 4 characters to be set.
• Multiple languages stored on the Flash Memory card.
• Help menus (via *4). Greetings and Mailbox Navigation.
• From Release 4.2, it is possible to send an email containing either notification or the complete voicemail
message from the Embedded Voicemail (IP406 V2 and IP500 units only).
• Voicemail Breakout/Personal Auto-Attendant: Up to 3 breakout numbers can be set up. When callers are
directed to your mailbox, they can either leave a message or choose to be transferred to one of three
numbers (e.g. Operator, mobile/cell phone, colleague, etc).
• Configurable system-wide short code for Voicemail collect (e.g. *17).
• 40 independent Auto Attendants with 3 time profiles per Auto Attendant.
• Up to 12 menu items per Auto Attendant with automatic time-out to fallback number.
• Access and control of voicemail via the digital or IP terminal display (Visual Voice). This feature is
supported on the 2410, 2420, 4610, 4620, 4621, 4625, 5410, 5420, 5610, 5620 and 5621 phones.
• Reply to a message to either an internal or external number (if Caller ID available).
• Support for Hunt group announcements.
• Fax option for rerouting fax calls via the auto-attendant menu.
• Support for Fast Forward (#), Rewind (*), Skip message (9) and Call Sender (**) when listening to
messages.
• No License Key required.

Voicemail Pro
(on the IP500, VoiceMail Pro is only supported after upgrading to IP Office Professional
Edition)
IP Office VoiceMail Pro offers all the features and facilities of VoiceMail Lite and can be tailored to meet the
individual needs of a business. It has higher call capacity by scaling up from 4 to 30 simultaneous calls. All
options are available in a choice of languages; both spoken voice prompts and graphical programming
interfaces and have the choice of IP Office TUI and INTUITY emulation TUI.
At the heart of VoiceMail Pro is the ability to construct call flows from a series of different building blocks.
These building blocks allow automation over tasks like answer a call, listen for tone-dialed digits, make a
call etc. VoiceMail Pro call flows allow far more than just guiding a user to the group or extension they
require. Call flows allow VoiceMail Pro to dial back users as soon as a voicemail message is left for them, it
provides remote access to phone forwarding settings should a user wish to change their Forwarding or
Follow Me number from an external telephone. VoiceMail Pro provides message handling for individuals or
groups, audio information to callers so assisting the operator during periods of heavy call activity and links
to business applications through services such as Text-to-Speech. VoiceMail Pro provides a full telephony
applications environment where call flows can be set up and interact in real time with business workflow –
callers can interact via menus and data entry and VoiceMail Pro applications can speak back results. For
example, users can listen to their email messages through the telephone
A single PC based VoiceMail Pro server can provide voicemail services to multiple IP Office systems in a
Small Community Network over the LAN, WAN or a Frame Relay network. This is referred to as
'Centralized Voicemail' and can reduce costs, while facilitating communication between IP Office sites.
Other uses for VoiceMail Pro include:
• Whisper Announce that prompts callers for information (usually their name) which is recorded and
passed on to the user's extension on answer, allowing them to choose to accept the call or not. This is
particularly useful on "CLI/ANI withheld" numbers - usually calls from telesales companies where
somebody is trying to sell you something. VoiceMail Pro will not intrude onto busy extensions.
• Assisted Transfer allows transfer of a call to a destination, but allows the call to return to VoiceMail Pro
automatically for other options should the called party be engaged, or not answer within a predetermined
time.
• Conditional routing of calls. Conditions are constructed from a set of basic elements. These elements can
be combined within a single condition to create complex rules. For example, the Week Planner can be
used to define the company's standard working hours, and then combined with the calendar to define
exception days such as public holidays / vacation.
• Call modules. Modules allow you to create sequences of actions that you want to share between a
number of different call routing scenarios – like a “macro” in PC applications. These modules can be used
to create a library of vertical voicemail applications or just easy dissemination to other IP Office voicemail
sites, thanks to its import and export functionality.
• Activation of the external relays on the IP Office system. For example, remotely checking the status of
the office heating and then turning it on from your Mobile/Cell Phone on your drive in to work.
• Finally, a Speaking Clock, that takes its time from the voicemail server, is built into VoiceMail Pro to
minimize call charges.

By:Sam Hassan

Key features of VoiceMail Pro include:
• VoiceMail Pro client, a graphical user interface for programming and configuring applications both locally
and remotely.
• IVR for individual business requirements.
• Personal Numbering.
• Broadcast group messages.
• Audiotex and Auto-Attendant services (including dial by name).
• Sophisticated Queue Announcement facilities.
• Conditions (e.g. test if 'out of hours').
• Automatic and On Demand Call Recording with an option for ContactStore Search and replay of saved
messages
• Voice Forms/Questionnaire Mailboxes (Campaign Manager).
• Personal distribution lists.
• Access to Database information for building Interactive Voice Response (IVR) systems.
• Tag information retrieved from a database to a call and delivers it with the call to an agent.
• Visual Basic (VB) Script support to allow the configuration of the voicemail system through VB Scripts
rather than VoiceMail Pro call flows.
• Extended Personal Greetings to customize the information presented to a caller based upon the
availability of a user.
• Text To Speech facilities to allow emails to be read out over the telephone and/or for database
information to be read to a caller in 14 languages.
• Housekeeping facilities for the management of messages.
• Automatic detection and routing of Fax calls within Auto Attendants and within a subscriber's voicemail
box.
• Forwarding of voicemail messages to Email systems via SMTP.
• Unified Messaging (UMS) offers voice mail - email synchronization between VoiceMail Pro server and
email client.
• VoiceMail Pro Web Access allows access to voice mails via a web interface.
• Support for a range of the INTUITY telephone user interface features in INTUITY emulation mode.
• Recording of system prompts through the telephone handset or using multimedia facilities on a PC.
• Speaking Clock.
• 22 supported prompt languages: Chinese (Mandarin), Danish, Dutch, English (UK), English (US),
Finnish, French (France), French (Canadian), German, Greek, Hungarian, Japanese, Italian, Korean,
Norwegian, Polish, Portuguese (European), Portuguese (Brazilian), Russian, Spanish (Castilian), Spanish
(Latin American), Swedish
• Support for TTY hearing impaired text phone
• Centralized voicemail within a multi-site IP Office environment.
• Networked Messaging with other Avaya voicemail systems.
• Capacity of up to 30 ports (depending on IP Office Control Unit).
• Voicemail channels between VoiceMail Pro and the IP Office can be reserved for business critical
functions or left unreserved for any function.
• Access and control of voicemail via the digital or IP terminal display (Visual Voice).
• Improved voice recording, including recording of calls made over IP endpoints (including those using
Direct Media); automatic call recording triggered by Incoming Call Routes; pausing recording when call is
parked or placed on hold.
• User start points in VoiceMail Pro now include Queued and Still Queued options.
Further details on some of the VoiceMail Pro functionality listed above are described later in this section.
Further information on Queue Announcements can be found in Compact Contact Center (CCC).
Note: on the IP500, VoiceMail Pro is only supported after upgrading to IP Office Professional
Edition.

Voicemail Feature Comparison

*IP500 running in IP Office Professional Edition mode only.

By:Sam Hassan
Capacities

By:Sam Hassan

Features

• *Intuity mode only.
• **Remote access can be provided via the embedded Auto Attendant on the Small Office Edition.

By:Sam Hassan

IP Office Conferencing
IP Office provides a flexible conferencing solution with from 3 to 64 way calling on an IP500 or IP406 V2
or 128 conference resources on an IP412. IP Office Small Office Edition provides 2 to 6 way calling with a
maximum of 24 conference resources. This means that several conferences of different sizes can all run at
the same time if the total calls do not exceed the systems conference resources. IP Office does not impose
limits on the mix of internal and external calls in conference, but if all except one call disconnects from the
conference bridge, the last calls is disconnected automatically by the system for added security.

Conference limitations:
1.Analog Trunk Restriction
In conferences that include external analog line calls, a maximum of two analog line calls are allowed per
conference.
2.External Participants
Each external caller requires a digital trunk/VoIP channel (for example 1 T1 allows 23/24 external parties,
1 E1 allows 30 parties and a VCM-20 allows 20 parties).
3.Use of Conference Resources by Other Features
System features such as call intrusion, call recording and silent monitoring all use conference resources,
as does automatic recording if enabled. When any of these features are active the number of slots
available for conference parties is reduced.
4.The IP412 Supports Two 64-party Conference Banks
When a new conference is started, the bank with the most-free capacity is used for that conference.
However once a conference is started on one conference bank, that conference cannot use any free
capacity from the other conference bank (i.e. no more than 64 parties in any one conference).

By:Sam Hassan
5.Meet-Me Conferencing on IP500 requires Professional Edition
IP Office Standard Edition supports 64-way basic conferencing, but if Meet-Me capabilities are required the
Upgrade License to IP Office Professional Edition should be purchased.
6.IP Office Conferencing Center
If IP Office Conferencing Center is installed, 5 resources are reserved for use by the system. The
maximum number of callers in any one conference and the total number of people on conference calls is
reduced by 5. The maximum number of conferences on the system for IP406 V2, IP412 and IP Office 500
is reduced by 2.

Licenses and Feature Keys
Some applications and devices for IP Office require the entry of licenses before they will
work. They may also require licenses to enable certain features and numbers of users,
port or channels
Licenses
License keys are also known as RFA (Remote Feature Activation) codes. Each license
is a 32-character string based on:
• The Serial Number of the IP Office Feature Key dongle.
• The feature and software being enabled
Feature Keys
The Feature Key is a hardware device used to validate the licenses installed on an IP
Office system. Each IP Office using licenses requires its own Feature Key.

Serial License Key Dongle

The IP500 uses a smart card feature key dongle.

By:Sam Hassan

IP office 500 Summary
IP500 Control Unit (700417207)
Includes: 4 x front slots for combinations of extension/VCM cards and trunk daughter cards, 1 x smart
cardslot for locale settings and license feature key, 1 x compact flash slot for embedded voicemail option,
2-port Layer-3 LAN switch, 9-pin DTE serial port for system diagnostics, 3.5 mm jack for Music-on-Hold
audio input and 2-switch external door-relay control port. 8 x external expansion module ports to support
additional analog trunks, digital or analog extensions. Includes auto ranging internal power supply.
Regional power cord and software/documentation CD pack not included. Only one variant of control unit is
available, but regional locale is determined by the appropriate smart card feature key (mandatory):
• IP Office 500 Software License Feature Key Mu-Law (700417470)
Configures the control unit for Mu-law voice encoding and US locale settings

IP Office Professional Edition (202959)
This is an upgrade license from Standard Edition to Professional Edition,. This includes the ability
to expand the system using up to eight external Expansion Modules, allowing the IP500 to support a
maximum of 272 phones through a mixture of analog, digital or IP handsets. If additional analog trunks
are required, these can be aggregated in groups of 16 on each analog expansion module. Note that the
Professional Edition also enables the licensing of advanced applications such as VoiceMail Pro.

IP412 Control Units
Includes: 2-port Layer-2 LAN switch, 9-pin DTE serial port for license feature key and system diagnostics,
37- pin WAN port, 3.5 mm jack for Music-on-Hold audio input and 2-switch external door-relay control
port. Internal expansion slots to support 1 x 12-port remote access modem module and 2 x Voice
Compression Modules (including VCM24 and 30 for non-blocking IP/dual-PRI applications). 12 x external
expansion module ports to support additional analog trunks, WAN interfaces, digital or analog extensions.
Includes 60W earthed external power supply. Regional power cord and software/documentation CD pack
not included.
• IP412 Office Mu-Law Base Unit (700350408)
Mu-law voice encoding base unit pre-configured for US locale settings. 2 x trunk module slots to support
US T1 PRI and 4-port analog trunk cards.

By:Sam Hassan
IP Office External Expansion Modules
Except where noted, all the following are supported by the IP406 V2, IP412 and IP500 control units. Note
that external expansion modules are only supported by the IP500 when running in IP Office Professional
Edition mode.
IP500
• IP Office 500 Expansion Module Phone 16 (700449507)
Adds an additional 16 analog Plain Ordinary Telephone ports to control units.
• IP Office 500 Expansion Module Digital Station 16 (700449499)
Adds an additional 16 Digital Station ports to control units.
• IP Office 500 Expansion Module Phone 30 (700426224)
Adds an additional 30 analog Plain Ordinary Telephone ports to control units.
• IP Office 500 Expansion Module Digital Station 30 (700426216)
Adds an additional 30 Digital Station ports to control units.
• IP500 BRI So8 Module (700449515)
Provides 8 ISDN BRI S-interface device lines to the desktop.
• IP500 Analog Trunk 16 - North America only (700449473)
Provides an additional 16 Analog trunks (loop start or ground start) and two power fail sockets.
IP400
• IP400 Phone 8 Module V2 (700359896)
Adds an additional 8 analog Plain Ordinary Telephone ports to control units.
• IP400 Phone 16 Module V2 (700359904)
Adds an additional 16 analog Plain Ordinary Telephone ports to control units.
• IP400 Phone 30 Module V2 (700359912)
Adds an additional 30 analog Plain Ordinary Telephone ports to control units.
• IP400 Digital Station 16 Module V2 (700359839)
Adds an additional 16 Digital Station ports to control units.
• IP400 Digital Station 30 Module V2 (700359847)
Adds an additional 30 Digital Station ports to control units.
• IP400 Analog Trunk 16 - North America only (700211360)
Provides an additional 16 Analog trunks (loop start or ground start) and two power fail sockets.
• IP400 Analog Trunk 16 EU (700241680)
Provides an additional 16 Analog trunks (loop start) and two power fail sockets. European CTR21
specification.

IP500 Voice Compression Modules
• IP Office 500 Media Card Voice Coding Module 32 (700417389)
Voice Compression Module required for IP trunks and extensions. 4 channels are enabled
Additional channels up to the maximum of 32 are enabled through license keys. Includes
cancellation.
• IP Office 500 Media Card Voice Coding Module 64 (700417397)
Voice Compression Module required for IP trunks and extensions. 4 channels are enabled
Additional channels up to the maximum of 64 are enabled through license keys. Includes
cancellation.

by default.
128ms echo
by default.
128ms echo

IP500 Base Cards
Only supported in the IP500.
• IP Office 500 Extension Card Digital Station 8 (700417330)
• IP Office 500 Extension Card Phone 8 (700417231)
• IP Office 500 Extension Card Phone 2 (700431778)
• IP500 Media Card Voice Compression Module 32 (700417389)
Voice Compression Module required for IP trunks and extensions. 4 channels are enabled
Additional channels up to the maximum of 32 are enabled through license keys. Includes
cancellation.
• IP500 Media Card Voice Compression Module 64 (700417397)
Voice Compression Module required for IP trunks and extensions. 4 channels are enabled
Additional channels up to the maximum of 64 are enabled through license keys. Includes
cancellation.
• IP Office 500 Carrier Card (700417215)
Supports a range of IP400 trunk cards.

by default.
128ms echo
by default.
128ms echo

IP500 Trunk Daughter Cards
Only supported in the IP500. Each requires an IP500 base card other than the IP500 Carrier card.

By:Sam Hassan
• IP Office 500 Trunk Card Analog 4 Universal (700417405)
• IP Office 500 Trunk Card Primary Rate 1 Universal (700417439)
• IP Office 500 Trunk Card Primary Rate 2 Universal (700417462)
• IP Office 500 Trunk Card Basic Rate 4 Universal (700417413)
• IP Office 500 Trunk Card Basic Rate 8 Universal (700417421)

IP400 Voice Compression Modules
All of the following can be installed in the IP Office 500 using the IP500 Legacy Card Carrier (700417215).
• Voice Compression Module 4 (700359854)
4 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo
cancellation.
• Voice Compression Module 8 (700359862)
8 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo
cancellation.
• Voice Compression Module 16 (700359870)
16 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo
cancellation.
• Voice Compression Module 24 (700359888)
24 Channel Voice Compression module required for IP trunks and extensions. Includes 64ms echo
cancellation.
• Voice Compression Module 30 (700293939)
30 Channel Voice Compression module required for IP trunks and extensions. Includes 25ms echo
cancellation.

IP400 Modems cards
• IP400 Modem 12 (700343452)
Internally fitted card allowing twelve simultaneous V.90 modem calls. Not supported on the IP500.

IP400 Trunk Interface Cards
Except where noted, all of the following can be installed in the IP500 using the IP500 Legacy Card Carrier
(700417215).
• IP400 BRI-8 (UNI) (700262017)
Interface card for the Small Office Edition, IP406 and IP412 providing 4 x ISDN T-Bus Basic Rate
Interface ports (8 lines).
• IP400 PRI 30 E1 (1.4) (700272461)
Interface card for the IP406 and IP412 providing 1 x ISDN Primary rate port (30 lines).
• IP400 PRI 30 E1R2 RJ45 - CALA (700241631)
Interface card for the IP406 and IP412 providing 1 x E1R2 Primary rate port (30 lines). RJ45
termination.
• IP400 PRI 30 E1R2 COAX - CALA (700241656)
Interface card for the IP406 and IP412 providing 1 x E1R2 Primary rate port (30 lines). Co-Ax termination.
Not supported on the IP500.
• IP400 Dual PRI E1 (700185184)
Interface card for the IP406 and IP412 providing 2 x ISDN Primary rate ports (60 lines).
• IP400 PRI T1 (700185200)
Interface card for the IP406 and IP412 providing 1 x T1/PRI port (24 lines).
• IP400 Dual PRI T1 (700185218)
Interface card for the IP406 and IP412 providing 2 x T1/PRI (48 lines).
• IP400 Quad Analog Trunk (Universal) (700359938)
Interface card for the IP406 and IP412 providing 4 x Loop start analog trunks. Universal variant supports
specifications for North America, Europe and New Zealand.

By:Sam Hassan

IP Office 500 Main
Module ** Require
Feature Key Card
and Power Lead ***
LUC-700417207
LUC-700417470
LUC-700289770

IP Office 500 System
IPO 500 Feature Key MU-Law
Power Lead for IP500

IP Office 500 Internal Station Cards
LUC-700417330
LUC-700431778
LUC-700417231

IPO 500 Digital Station 8 (Maximum 3)
IPO 500 Phone 2 (Analog Ports) ** Maximum 4 **
IPO 500 Phone 8 (Analog Ports) ** Maximum 4 **

IP Office 500 External Station Cards *** Requires Upgrade Professional Edition
***
LUC-700426224
LUC-700426216
LUC-700449473
LUC-700449499
LUC-700449507
LUC-700449515
LUC-202959
LUC-700289770
LUC-700429202

IPO 500 Phone 30 (Analog Station)
IPO 500 Digital Station 30
IPO 500 Analog Trunk 16
IPO 500 Digital Station 16
IPO 500 Phone 16 (Analog Station)
IPO 500 BRI SO 8
IPO 500 Upgrade Express (Standard)to Professional
Power Lead for IP500
IPO 500 Rack Mounting Kit

IP Office 500 Internal Trunk Cards *** Goes Off one of the Internal Station Cards
***
LUC-700417405

IPO 500 Trunk 4 *** Goes Off one of the Internal Station Cards ***

IP Office 500 Internal T1/PRI Cards *** Goes Off one of the Internal Station
Cards ***
4.1 or higher
Cards Only
LUC-700417439
IPO 500 Single T1/PRI ** 8 Channels initially - Requires Lic Upgrade **
LUC-700417462
IPO 500 Dual T1/PRI ** 16 Channels initially - Requires Lic Upgrade **
T1/Pri Licenses for additional Channels
LUC-215180
IPO RFA T1/PRI License Adds 2 CH
LUC-215181
IPO RFA T1/PRI License Adds 8 CH
LUC-215182
IPO RFA T1/PRI License Adds 22 CH

IP Office 500 SIP Trunking Licenses ** Optional on the Standard and
Professional Edition ***
LUC-202967
LUC-202968
LUC-202969
LUC-202970
LUC-205820

IPO LIC. SIP Trunking RFA 1
IPO LIC. SIP Trunking RFA 5
IPO LIC. SIP Trunking RFA 10
IPO LIC. SIP Trunking RFA 20
IPO LIC. SIP Trunking RFA Trial RFA 1

IP Office Legacy Internal CO Cards *** Requires Legacy Card Upgrade #
700417215 ***
LUC-700343452
LUC-700185200
LUC-700185218

Internal Modem 12 Card
T1/PRI 24 Channels
T1/PRI 48 Channels

By:Sam Hassan

LUC-700359938
LUC-700417215

Analog 4 Line Mod.
IPO 500 Legacy Card Carrier ** Maximum 2 ***
Supports 1 IP400 Internal Legacy Cards

IP Office 500 Core Applications ** Requires Upgrade to Professional Edition ***
LUC-202959

LUC-202960
LUC-205650
LUC-202966

IPO 500 Upgrade Express to Professional
Required for VM Pro / Lite, Meet-me-Conferencing, Voice
Networking with H323, Q.Sig or Small Community
Networking, Contact Store, Conferencing Center,
Compact Contact Center, and Expandability from 33 to
272 Users
IPO 500 RFA Standard Networking Base 4 Voice
Networking Channels
IPO 500 RFA Standard Networking Adds 4 Voice
Networking Channels
IPO 500 or 400 RFA Advanced Networking (1 Needed
per site)

IP Office 500 VCM Cards and Expansion Licenses
LUC-700417389
LUC-700417397
LUC-202961
LUC-202962
LUC-202963
LUC-202964
LUC-202965

IPO 500 MC VCM 32 (Comes w/ 4 VCM)
IPO 500 MC VCM 64 (Comes W/ 4 VCM)
IPO 500 RFA VCM License 4 Channels
IPO 500 RFA VCM License 8 Channels
IPO 500 RFA VCM License 16 Channels
IPO 500 RFA VCM License 28 Channels
IPO 500 RFA VCM License 60 Channels

IP Office Legacy VCM Modules *** Requires Legacy Card Upgrade # 700417215
***
LUC-700359854
LUC-700359862
LUC-700359870
LUC-700359888
LUC-700293939

Voice Comp. 4 Mod.
Voice Comp. 8 Mod.
Voice Comp. 16 Mod.
Voice Comp. 24 Mod.
Voice Comp. 30 Mod.

IP Office Voicemail Pro *** Requires Professional Edition Upgrade #202959 ***
LUC-171991
LUC-174459
LUC-174460
LUC-174461
LUC-174462
LUC-171990

Voicemail Pro RFA (4 Ports)
2 Additional Voicemail Ports RFA
4 Additional Voicemail Ports RFA
8 Additional Voicemail Ports RFA
16 Additional Voicemail Ports RFA
Integrated Messaging RFA

IP Office Embedded Voicemail
LUC-700343460

Embedded Messaging Card (406V2 and IP500)

By:Sam Hassan

IP Office 500 PC Phone GUI
interface
LUC-177468
LUC-177469
LUC-177470
LUC-177471
LUC-177472
LUC-177473
LUC-177474
LUC-171992
LUC-174463
LUC-174464
LUC-174465
LUC-174466
LUC-174467
LUC-171987
LUC-174456

Phone Manager Pro (1 User)
Phone Manager Pro (5 Additional User)
Phone Manager Pro (10 Additional User)
Phone Manager Pro (20 Additional User)
Phone Manager Pro (50 Additional User)
Phone Manager Pro (100 Additional User)
Phone Manager PRO Unlimited
IP Soft Phone (1 User) - Requires Phone Mgr Pro
IP Soft Phone (5 User) - Requires Phone Mgr Pro
IP Soft Phone (10 User) - Requires Phone Mgr Pro
IP Soft Phone (20 User) - Requires Phone Mgr Pro
IP Soft Phone (50 User) - Requires Phone Mgr Pro
IP Soft Phone (100 User) - Requires Phone Mgr Pro
SoftConsole
SoftConsole 1 Additional User

IP Office Core Applications *** Requires Professional Edition Upgrade ***
LUC-171994
LUC-171996
LUC-184730
LUC-184731
LUC-184732
LUC-171999
LUC-171995
LUC-174469
LUC-174470
LUC-174471
LUC-172786
LUC-174472
LUC-174473
LUC-174474
LUC-176196
LUC-179072
LUC-179073
LUC-184726
LUC-184727
LUC-184728
LUC-187166
LUC-171993
LUC-171988
LUC-182300
LUC-182302

RFA, CCC SVR.
RFA, CCC Supervisor
RFA CCC SPV 5
RFA CCC SPV 10
RFA CCC SPV 20
RFA, CCC Designer
RFA 5, CCC Agent
RFA 10, CCC Agents
RFA 20, CCC Agents
RFA 50, CCC Agents
RFA 5, CCC PCW
RFA 10, CCC PCW
RFA 20, CCC PCW
RFA 50, CCC PCW
RFA 4, CCC Wallboard
RFA, CCC E-Mail
RFA, CCC WEB Chat
RFA CCC Report 5
RFA CCC Report 10
RFA CCC Report 20
IP Office Contact Store
RFA, Compact Bus. Center ** No Upgrade Required **
RFA, CTI Link
RFA, VB Scripting
RFA, PowerConferance

By:Sam Hassan

IP Office VPN Phone Licenses
Licenses
Only available at 4.1 or higher
software
LIC-213980
LIC-213981
LIC-213982
LIC-213983
LIC-213984
LIC-213985
LIC-213986
LIC-213987

IPO RFA VPN Phone 1 License
IPO RFA VPN Phone 5 License
IPO RFA VPN Phone 10 License
IPO RFA VPN Phone 20 License
IPO RFA VPN Phone 50 License
IPO RFA VPN Phone 100 License
IPO RFA VPN Phone Unlimited License
IPO RFA VPN Phone 10 Trial License

IP Office Twinning RFA ** New Feature for 3.2 or Higher **
LUC-195569
LUC-195570
LUC-195571
LUC-195572
LUC-195573
LUC-195574

IPO LIC Mobile Twinning RFA 1
IPO LIC Mobile Twinning RFA 5
IPO LIC Mobile Twinning RFA 10
IPO LIC Mobile Twinning RFA 20
IPO LIC Mobile Twinning RFA 50
IPO LIC MOBILE TWINNING TRIAL RFA 5

IP Office 500 Accessories
LUC-700429202
LUC-700289770
LUC-700430150
LUC-700429194
LUC-700417470

IPO 500 Rack Mounting Kit
Power Lead for IP500
IPO 500 Wall mounting Kit
IPO 500 Blanking Plate Kit
IPO 500 Feature Key MU-Law

By:Sam Hassan

Features
I will only mention some of the unique features of the IP office platform

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 off to make the
extension available to others or if users log on at another phone, they are automatically logged off the
original extension.

Remote Hot Desking
• 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.
• Great for consultants, managers, lawyers working on different offices on different days.
Description
IP Office 4.0 supports remote hot desking between IP Office systems within a Small Community Network.
The system on which the user configured is termed their 'home' IP Office, all other systems are 'remote'
IP Offices.
To log on at a remote IP Office requires that IP Office to have a Small Community Advanced Networking
license. A license is not necessary on the user's home IP Office.
Note: Remote Hot Desking is not supported for use with CCC. Features handled by the telephone itself
are not affected by Hot Desking (e.g. call log and phone speed dials).

Telecommuter Mode
Phone Manager Pro 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 Phone Manager 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
Twinning allows a primary extension and a secondary number (extension or external) to operate together
as a single telephone, When a call is presented to the primary phone the secondary will ring. If the
primary telephone does not ring, for example in Do Not Disturb, the secondary phone will not ring.

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).

Mobile (external) Twinning
A typical use for Mobile Twinning would be for a salesperson who has a desk extension but is often out of
the office. They can give out one phone number to clients, but it will ring their mobile/cell phone as well
as the desk extension. External mobile devices can be set as twinning targets even if the primary
telephone is logged out (e.g. in the case of a “virtual” extension).
From IP Office 4.2 onwards, the following additional Mobility features are available in addition to simple
mobile twinning (but need to be separately enabled per user in IP Office Manager):

By:Sam Hassan

Mobile Call Control
This allows a user who has answered a twinned call on their mobile phone to dial a DTMF sequence
**(star-star) to put the call on hold and receive IP Office system dial tone. The user will then be able to
perform supervised and un-supervised transfers, shuttle (switch between held calls), and conference
(Conference add and transfer to a meet-me conference).
In IP Office 4.2 the existing Mobile Twinning license has been renamed to Mobility license. The license now
enables the use of Mobile Call Control and one-X Mobile client features as well as Mobile Twinning. An
instance of the license will be consumed for every user who has Mobility Features checked in IP Office
Manager. With either internal or external twinning, users may be allowed to enter a twinned number, or
may just be able to activate/deactivate the twinning function depending on administrative settings. Such
user activation can be achieved through deskphone buttons, Phone Manager or VoiceMail Pro.

Applications

Phone Manager
The IP Office Phone Manager application provides users control of their telephone from a networked PC.
Phone Manager can be used with any IP Office extension; analog, digital or any IP telephones, wired or
wireless, and is available in three versions: Phone Manager Lite, Phone Manager Pro and

Phone Manager PC Softphone subject to licensing.

Phone Manager Lite

Phone Manager Lite is included as part of the IP Office solution free of charge for every user and provides
easy access to telephony features, call information and call control. Phone Manager will normally run in
the Windows system tray once the user is logged on, minimizing screen space when not in use.
Phone Manager has telephony buttons on a tool bar that activate standard telephone functions such as
Answer, Transfer, Hold, Account codes and Conference etc. so that users don’t need to remember IP
Office specific feature codes. Personal settings such as Do Not Disturb (including exceptions list), call
forwarding, mobile twinning and voicemail transfer option settings can be easily set up using Phone
Manager.

By:Sam Hassan

All versions of Phone Manager feature a Busy Lamp Field (BLF) and Speed Dials. This allows users to
customize the application to reflect the status of their department, immediate colleagues or the whole
company as desired. The Direct Station Select allows you to dial regularly used internal and external
numbers via a single-click. A single Direct Station Select icon allows you to dial their work, mobile/cell
phone and home numbers. The Busy Lamp Field feature allows you to see at a glance, who is available to
take a call, who is already on a call and who has placed their phone on Do Not Disturb. BLF information is
also available on remote users as long as they are on a Small Community Network (SCN). Phone Manager
Lite supports up to 15 Speed-Dial/BLF entries.

Phone Manager Pro
Phone Manager Pro is licensed on a per-user basis and provides all of the Phone Manager Lite features
plus the following:
• Personal Productivity and Collaboration
Phone Manager Pro offers increased capacity from 15 to 1000 Speed Dial/BLF entries. These are
distributed across 10 tabs to allow users to group speed-dial/Busy Lamp Field icons by department or
location, for example Sales, Support, etc. Each speed-dial tab supports up to 100 speed dial/BLF entries.
• Telecommuter Mode
Phone Manager Pro allows making and receiving calls and retrieving voicemails on an external phone
number as if they were in the office, with Phone Manager providing the call control. It also provides billing
convenience and potential cost savings for remote workers and mobile work force. Access to the feature is
controlled by the administrator in the User Rights.

Phone Manager PC Softphone (IP Softphone)

Phone Manager PC Softphone is licensed on a per-user basis and provides all of the Phone Manager Pro
functionality. In PC Softphone mode, both audio and call control operations are handled on the PC so no
additional telephone is needed. When using PC Softphone, the user will need an audio device such as a
headset or USB handset, both USB and soundcard interfaces can be used with PC Softphone. PC
Softphone can be twinned with another IP Office extension offering mobility and choice so that calls can
be answered on either endpoint.
Phone Manager PC Softphone has the significant advantage for mobile users with wireless or wired remote
access to the LAN, providing 'a phone within their laptop' with all the features available in the office. From
IP Office 4.2 onwards, users can also login as a call center agent using Softphone. PC Softphone is
supported on Windows Vista Business/Ultimate.

By:Sam Hassan

Phone Manager Feature Summary

Phone Manager PC Requirements
• Phone support:
Any telephones connected to IP Office, although hands-free operation is only supported on suitable Avaya
Digital and IP telephones.
• PC requirements:
• Always refer to the latest Avaya IP Office Technical Tip or Technical Bulletin for any updated information
with regard to Operating Systems, Service Packs or PC hardware
• Refer to Technical Specifications section of the Product Description for Operating System and Hardware
requirements

By:Sam Hassan
• Licensing:
• Phone Manager Pro:
Requires a Phone Manager Pro license for each user.
• Phone Manager PC Softphone: Requires an IP Office PC SoftPhone license in addition to the Phone
Manager Pro user license. There must be equal or greater Phone Manager Pro licenses than PC SoftPhone
licenses. The use of a headset is strongly recommended. Operation through standard speakers and
integral PC microphones is possible but not recommended.
• Phone Manager Pro screen popping provides integration with Microsoft Outlook 2000/2003/XP,
Act! 6.0 and 2005, Maximizer 7.5 and 8.0 Enterprise, Goldmine 6.0 and 6.7.
• Phone Manager PC Softphone supports QoS in the form of DiffServ for both Windows XP/2000.
• Phone Manager PC Softphone can be used over a wireless LAN; in this configuration no more than 3
simultaneous calls can be supported per access point.
• Up to 360 Phone Manager users can be supported on the same LAN subnet as IP Office. Where remote
subnet Phone Manager users are deployed, up to 10 remote users will receive BLF updates.
• Up to 5 Phone Manager users can be supported on a single Citrix thin client server
• Instant Messaging options require the network to have a Microsoft Live Communication Server
(LCS) with both a server license and client licenses for each user. Phone Manager has been verified as
compatible with Microsoft LCS 2003 and 2005. No additional license is required in IP Office.

SoftConsole
SoftConsole is the PC based Windows Operator Console for IP Office. SoftConsole has been designed to
improve operator service by providing the operator with call information and available call actions to
simplify call handling and give the appropriate response to the caller. With this easy to use software tool
the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are
greeted in a professional manner. SoftConsole has a similar look and feel to the Phone Manger application
and can be minimized in the Windows system tray when not in use, but will pop up on the screen when a
call is received.

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File Type                       : PDF
File Type Extension             : pdf
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PDF Version                     : 1.6
Linearized                      : Yes
Encryption                      : Standard V2.3 (128-bit)
User Access                     : Print, Extract, Print high-res
Tagged PDF                      : Yes
XMP Toolkit                     : 3.1-702
Producer                        : Acrobat Distiller 7.0.5 (Windows)
Source Modified                 : D:20090119141948
Creator Tool                    : Acrobat PDFMaker 7.0.7 for Word
Modify Date                     : 2009:01:21 08:45:55-05:00
Create Date                     : 2009:01:19 09:20:07-05:00
Metadata Date                   : 2009:01:21 08:45:55-05:00
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Instance ID                     : uuid:110af435-2629-408e-9459-9e05872dd638
Version ID                      : 15
Format                          : application/pdf
Title                           : IP Office 500
Creator                         : Sam
Subject                         : 
Headline                        : 
Page Count                      : 31
Page Layout                     : OneColumn
Author                          : Sam

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IP Office 500 Avaya 500ns Ns

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