Product Description Avaya IP Office Release 7.0

User Manual: Pdf Avaya IP Office Release 7.0 Product Description Avaya IP Office Information - www.telecomuserguides.com

Open the PDF directly: View PDF PDF.
Page Count: 491 [warning: Documents this large are best viewed by clicking the View PDF Link!]

15-601041 Issue 26.N (Friday, April 05, 2013 - 9:15 AM)
Product Description
IP Office 8.1 FP1
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 2
Issue 26.N (Friday, April 05, 2013)
© 2013 AVAYA All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the
information in this document is complete and accurate at the time of
printing, Avaya assumes no liability for any errors. Avaya reserves
the right to make changes and corrections to the information in this
document without the obligation to notify any person or organization
of such changes.
Documentation disclaimer
"Documentation" means information published by Avaya in varying
mediums which may include product information, operating
instructions and performance specifications that Avaya generally
makes available to users of its products. Documentation does not
include marketing materials. Avaya shall not be responsible for any
modifications, additions, or deletions to the original published
version of documentation unless such modifications, additions, or
deletions were performed by Avaya. End User agrees to indemnify
and hold harmless Avaya, Avaya's agents, servants and employees
against all claims, lawsuits, demands and judgments arising out of,
or in connection with, subsequent modifications, additions or
deletions to this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked
websites referenced within this site or documentation provided by
Avaya. Avaya is not responsible for the accuracy of any information,
statement or content provided on these sites and does not
necessarily endorse the products, services, or information described
or offered within them. Avaya does not guarantee that these links
will work all the time and has no control over the availability of the
linked pages.
Warranty
Avaya provides a limited warranty on its hardware and Software
("Product(s)"). Refer to your sales agreement to establish the terms
of the limited warranty. In addition, Avaya’s standard warranty
language, as well as information regarding support for this Product
while under warranty is available to Avaya customers and other
parties through the Avaya Support website:
http://support.avaya.com. Please note that if you acquired the
Product(s) from an authorized Avaya reseller outside of the United
States and Canada, the warranty is provided to you by said Avaya
reseller and not by Avaya. "Software" means computer programs in
object code, provided by Avaya or an Avaya Channel Partner,
whether as stand-alone products or pre-installed on hardware
products, and any upgrades, updates, bug fixes, or modified
versions thereto.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE
APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR
INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC.,
ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER
(AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH
AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS
OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES
NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED
FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN
AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TO
TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE
USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY
INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR
AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF
AND THE ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER
REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"),
AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE ( "AVAYA").
Avaya grants you a license within the scope of the license types
described below, with the exception of Heritage Nortel Software, for
which the scope of the license is detailed below. Where the order
documentation does not expressly identify a license type, the
applicable license will be a Designated System License. The
applicable number of licenses and units of capacity for which the
license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the documentation or
other materials available to you.
"Designated Processor" means a single stand-alone computing
device.
"Server" means a Designated Processor that hosts a software
application to be accessed by multiple users.
License types
Designated System(s) License (DS). End User may install and use
each copy of the Software only on a number of Designated
Processors up to the number indicated in the order. Avaya may
require the Designated Processor(s) to be identified in the order by
type, serial number, feature key, location or other specific
designation, or to be provided by End User to Avaya through
electronic means established by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the
Software on multiple Designated Processors or one or more servers,
so long as only the licensed number of Units are accessing and using
the Software at any given time. A "Unit" means the unit on which
Avaya, at its sole discretion, bases the pricing of its licenses and can
be, without limitation, an agent, port or user, an e-mail or voice mail
account in the name of a person or corporate function (e.g.,
webmaster or helpdesk), or a directory entry in the administrative
database utilized by the Software that permits one user to interface
with the Software.
Units may be linked to a specific, identified Server.
Database License (DL). End User may install and use each copy of
the Software on one Server or on multiple Servers provided that
each of the Servers on which the Software is installed communicates
with no more than a single instance of the same database.
CPU License (CP). End User may install and use each copy of the
Software on a number of Servers up to the number indicated in the
order provided that the performance capacity of the Server(s) does
not exceed the performance capacity pecified for the Software. End
User may not re-install or operate the software on Server(s) with a
larger performance capacity without Avaya’s prior consent and
payment of an upgrade fee.
Named User License (NU). You may: (i) install and use the Software
on a single Designated Processor or Server per authorized Named
User (defined below); or (ii) install and use the Software on a Server
so long as only authorized Named Users access and use the
Software.
"Named User", means a user or device that has been expressly
authorized by Avaya to access and use the Software. At Avaya’s sole
discretion, a "Named User" may be, without limitation, designated
by name, corporate function (e.g., webmaster or helpdesk), an
e-mail or voice mail account in the name of a person or corporate
function, or a directory entry in the administrative database utilized
by the Software that permits one user to interface with the
Software.
Shrinkwrap License (SR). You may install and use the Software in
accordance with the terms and conditions of the applicable license
agreements, such as "shrinkwrap" or "clickthrough" license
accompanying or applicable to the Software ("Shrinkwrap License").
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 3
Issue 26.N (Friday, April 05, 2013)
Heritage Nortel Software
"Heritage Nortel Software" means the software that was acquired by
Avaya as part of its purchase of the Nortel Enterprise Solutions
Business in December 2009. The Heritage Nortel Software currently
available for license from Avaya is the software contained within the
list of Heritage Nortel Products located at
http://support.avaya.com/licenseinfo under the link "Heritage Nortel
Products". For Heritage Nortel Software, Avaya grants Customer a
license to use Heritage Nortel Software provided hereunder solely to
the extent of the authorized activation or authorized usage level,
solely for the purpose specified in the Documentation, and solely as
embedded in, for execution on, or (in the event the applicable
Documentation permits installation on non-Avaya equipment) for
communication with Avaya equipment. Charges for Heritage Nortel
Software may be based on extent of activation or use authorized as
specified in an order or invoice.
Copyright
Except where expressly stated otherwise, no use should be made of
materials on this site, the Documentation, Software, or hardware
provided by Avaya. All content on this site, the documentation and
the Product provided by Avaya including the selection, arrangement
and design of the content is owned either by Avaya or its licensors
and is protected by copyright and other intellectual property laws
including the sui generis rights relating to the protection of
databases. You may not modify, copy, reproduce, republish, upload,
post, transmit or distribute
in any way any content, in whole or in part, including any code and
software unless expressly authorized by Avaya. Unauthorized
reproduction, transmission, dissemination, storage, and or use
without the express written consent of Avaya can be a criminal, as
well as a civil offense under the applicable law.
Virtualization
Third Party Components
"Third Party Components" mean certain software programs or
portions thereof included in the Software that may contain software
(including open source software) distributed under third party
agreements ("Third Party Components"), which contain terms
regarding the rights to use certain portions of the Software ("Third
Party Terms"). Information regarding distributed Linux OS source
code (for those Products that have distributed Linux OS source
code) and identifying the copyright holders of the Third Party
Components and the Third Party Terms that apply is available in the
Documentation or on Avaya’s website at:
http://support.avaya.com/Copyright. You agree to the Third Party
Terms for any such Third Party Components.
Note to Service Provider
The Product may use Third Party Components that have Third Party
Terms that do not allow hosting and may need to be independently
licensed for such purpose.
Preventing Toll Fraud
"Toll Fraud" is the unauthorized use of your telecommunications
system by an unauthorized party (for example, a person who is not
a corporate employee, agent, subcontractor, or is not working on
your company's behalf). Be aware that there can be a risk of Toll
Fraud associated with your system and that, if Toll Fraud occurs, it
can result in substantial additional charges for your
telecommunications services.
Avaya Toll Fraud Intervention
If you suspect that you are being victimized by Toll Fraud and you
need technical assistance or support, call Technical Service Center
Toll Fraud Intervention Hotline at +1-800-643-2353 for the United
States and Canada. For additional support telephone numbers, see
the Avaya Support website: http://support.avaya.com. Suspected
security vulnerabilities with Avaya products should be reported to
Avaya by sending mail to: securityalerts@avaya.com.
Trademarks
The trademarks, logos and service marks ("Marks") displayed in this
site, the Documentation and Product(s) provided by Avaya are the
registered or unregistered Marks of Avaya, its affiliates, or other
third parties. Users are not permitted to use such Marks without
prior written consent from Avaya or such third party which may own
the Mark.
Nothing contained in this site, the Documentation and Product(s)
should be construed as granting, by implication, estoppel, or
otherwise, any license or right in and to the Marks without the
express written permission of Avaya or the applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective
owners, and "Linux" is a registered trademark of Linus Torvalds.
Downloading Documentation
For the most current versions of Documentation, see the Avaya
Support website: http://support.avaya.com.
Contact Avaya Support
See the Avaya Support website: http://support.avaya.com for
product notices and articles, or to report a problem with your Avaya
product.
For a list of support telephone numbers and contact addresses, go
to the Avaya Support website: http://support.avaya.com, scroll to
the bottom of the page, and select Contact Avaya Support.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 4
Issue 26.N (Friday, April 05, 2013)
Contents
Contents
1. Introduction
................................................................ 7Avaya IP Office
................................................................ 10What's New in IP Office Release 8.1
................................................................ 11Voice Communication Solution Features
................................................................ 12Data Communication Solution Features
................................................................ 13Applications Platform Features
................................................................ 14Management Tools
................................................................ 15Scalable Platform
................................................................ 15Telephone Options
................................................................ 15Application and Feature Licensing
................................................................ 16Country Availability
2. IP Office Basic Edition PARTNER®
Mode
................................................................ 21Hardware
................................................................ 23Telephones
................................................................ 30System Administration
................................................................ 33System Features
3. IP Office Basic Edition Norstar®
Mode
................................................................ 52Hardware
................................................................ 54Telephones
................................................................ 58System Administration
................................................................ 61System Features
4. IP Office Server Edition
................................................................ 78Mid-market Overview
................................................................ 78IP Office Solution Overview
................................................................ 82IP Office Key Components
................................................................ 82IP Office Deployment Options
................................................................ 83IP Office Scalability
................................................................ 83IP Office Resiliency
................................................................ 85IP Office Centralized Licensing
................................................................ 87IP Office Centralized Management
................................................................ 88Documentation, Training, and Localization
................................................................ 90Serviceability
5. IP Office 500 Platform
................................................................ 92IP Office 500 Control Unit
................................................................ 94IP500 Base Cards
................................................................ 99IP500 Trunk Cards
................................................................ 103External Expansion Modules
6. Telephones
................................................................ 1109600 Series IP Telephones
................................................................ 126B100 Conference Telephones
................................................................ 1329504 and 9508 Digital Telephones
................................................................ 135
1600 Series IP Telephones and 1400 Series Digital
Telephones
................................................................ 143T3 Telephones
................................................................ 148Wireless Phone Solutions
................................................................ 196Other Phones Supported
................................................................ 225Analog Telephones
................................................................ 231Headsets
................................................................ 232Summary
7. Features and Call Handling
................................................................ 237Basic Call Handling
................................................................ 241Advanced Call Handling
................................................................ 247Key and Lamp Operation
................................................................ 250Outbound Call Handling Features
................................................................ 252Forwarding
................................................................ 254Avaya Telephone Features
................................................................ 258Inbound Call Handling
................................................................ 260Contact Center Features
................................................................ 261Miscellaneous Features
................................................................ 262System Short Codes
8. IP Telephony
................................................................ 266
Gateways, Gatekeepers and H.323 - Technology
Overview
................................................................ 266SIP - Session Initiation Protocol
................................................................ 267IP Telephony Features
................................................................ 269SIP Trunks
................................................................ 271SIP Endpoint Support
................................................................ 276IP Office 8.1 Interoperability
................................................................ 279Remote Phone Support
................................................................ 282Avaya Session Border Controller for Enterprise
................................................................ 282VoIP FAQ
9. Public and Private Voice Networks
................................................................ 288Private Circuit Switched Voice Networking
................................................................ 289Public Voice Networking
................................................................ 291E1R2 Channel Associated Signaling
................................................................ 291Session Initiation Protocol (SIP)
................................................................ 294Packet Based Voice Networking
................................................................ 295Supplementary Services within IP Networks
................................................................ 296
Multi-Site Networking (Small Community
Networking)
................................................................ 299Internetworking with Other Avaya Products
................................................................ 300Common Networking Features
10. Data Networking Services
................................................................ 303LAN/WAN Services
................................................................ 303Internet Access
................................................................ 304Remote Access Features
................................................................ 304LAN to LAN Routing
................................................................ 305SSL/VPN Remote Access
................................................................ 305Data Networking Features
11. Unified Communications Module
12. Applications Server
13. User Call Control Applications
................................................................ 316one-X Portal for IP Office
................................................................ 330IP Office Video Softphone
................................................................ 337Flare Communicator
14. Receptionist
................................................................ 348SoftConsole Options
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 5
Issue 26.N (Friday, April 05, 2013)
Contents
................................................................ 349SoftConsole Administration
................................................................ 350SoftConsole PC Requirements
15. Computer Telephony Integration
................................................................ 352CTI with IP Office
................................................................ 353TAPILink Lite (1st Party TAPI Support)
................................................................ 353TAPILink Pro (3rd Party TAPI Support)
................................................................ 353Support for Developers
................................................................ 354TAPI Functions Supported by IP Office
16. Messaging
................................................................ 361IP Office Essential Edition - Embedded Voicemail
................................................................ 363IP Office Preferred Edition - Voicemail Pro
................................................................ 367
IP Office Preferred Edition - Voicemail Pro
Resilience and Backup
................................................................ 370Interaction of Voicemail with Email Systems
................................................................ 371Unified Messaging Service (UMS)
................................................................ 374Fax Messages
................................................................ 375
Text-to-Speech Email Reading (Microsoft
Exchange only)
................................................................ 376Networked Messaging
................................................................ 377Auto Attendant
................................................................ 378Personal Numbering
................................................................ 379
Accessing Database Information within Call Flows
(IVR)
................................................................ 380
Using Text To Speech (TTS) Facilities within a Call
Flow
................................................................ 381Visual Basic (VB) Scripting
................................................................ 382Extended Personal Greetings
................................................................ 383Hunt Group Broadcast Messages
................................................................ 383Personal Distribution Lists
................................................................ 384Cascaded Out-Calling
................................................................ 385Campaign Manager
................................................................ 386Call Recording
................................................................ 388Call Screening
................................................................ 389IP Office ContactStore
................................................................ 391
Centralized Messaging with Avaya Communication
Manager
................................................................ 392Voicemail Feature Comparison
17. Mobility
................................................................ 397one-X Mobile Preferred for IP Office
................................................................ 399On-Site Mobility
................................................................ 401External Mobility
................................................................ 4053rd Party Mobility Solutions for Use with IP Office
18. Audio Conferencing
................................................................ 409
IP Office Preferred Edition Meet-Me Conferencing
Solution
................................................................ 410IP Office Conferencing Capacity
................................................................ 411IP Office Standard Conferencing Features
19. The Contact Center
................................................................ 413Customer Call Reporter
20. Management Utilities
................................................................ 429IP Office Web Manager
................................................................ 435IP Office Simplified Manager
................................................................ 437IP Office Monitor
................................................................ 438Simple Network Management Protocol (SNMP)
................................................................ 439System Status Application
................................................................ 440Data Migration Manager
21. IP Office Support Services and
Automated On-Boarding
................................................................ 445Avaya Global Services
................................................................ 446On-Boarding Automation
22. Technical Specifications
................................................................ 452Interfaces
................................................................ 452Protocols
23. Licenses
24. Appendix
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 6
Issue 26.N (Friday, April 05, 2013)
Chapter 1.
Introduction
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 7
Issue 26.N (Friday, April 05, 2013)
1. Introduction
This document is not a contractual document. The specification of the Avaya IP Office family is
subject to change without notice. Not all components and features documented are available in all
territories; refer to your Avaya representative for further details. This document should be read in
conjunction with any issued technical bulletins and/or product offer announcements.
Avaya IP Office
Simple, Powerful Communications for Small Businesses.
What is IP Office?
IP Office is a versatile communications solution that combines the reliability and ease of a traditional telephony
system with the applications and advantages of an IP telephony solution. This converged communications
solution can help businesses reduce costs, increase productivity, and improve customer service.
How can I use it in my business?
Avaya IP Office unifies your communications, providing your employees with a solution that lets them handle
all their business communications on the device of their choice: their laptop, mobile phone, office telephone or
home telephone; using wired, wireless or broadband connections.
What are my choices?
Successful companies are always looking for new ways to do more with less – keeping their business flexible,
innovative and competitive without driving up operating costs and capital expenses. Avaya IP Office is the
right choice for any small business today – whether you have 5, 25, 250 or 1000 employees… just getting
started or already established have a single location or multiple locations across the globe...
With IP Office you can tailor the solution to your user needs (e.g. Teleworker, Mobile Worker, Customer
Service Agent, etc.). Whether you have 5 employees, 25, 250 or more, IP Office is the right choice.
IP Office: Three key things to know
All small and medium size businesses are seeking ways to reduce costs and improve the way it operates. Like
every business, you’re looking to keep all your customers, add new ones and grow at the pace that’s right for
you. Avaya understands this. With over one hundred years of experience as a leader in communications, we
know that the right solution for your business is one that helps you increase profitability, improve productivity
and gain competitive advantages.
Serving Customers Effectively with Unified Communications
Your office telephone, cell phone, e-mail, texting, instant messaging and even your home telephone are all
essential to the way you work today. Unlike other solutions, Avaya IP Office uses built-in intelligence to
simplify your use of wired, wireless and Internet communications. Instead of keeping your communications
separate, Avaya IP Office brings them together so you can easily turn a home or mobile phone into an office
extension, collaborate with dozens of customers or staff members on a conference call and get detailed reports
that show how well your company is responding to customers. With rich functionality, IP Office naturally
creates new ways of thinking about the role communications can play in your business.
See what Avaya can do for you
You need a communications system – every business does. To find one that’s right for your business, start
with Avaya. With solutions like IP Office, we’re revolutionizing how small and medium size businesses
communicate. Now is the time to see what an Avaya solution can do for your business.
Reduce monthly costs. Now.
IP Office will help you lower the cost of communications, with capabilities like conferencing, making calls over
a managed Internet service (Voice over IP) and the "all-in-one" benefits of a converged communications
system.
Leave the office. Be accessible.
With easy, flexible options for call/message forwarding and one-number reachability, IP Office keeps everyone
in touch. Get the freedom to go where you want and never miss important business calls.
Serve better. Sell more.
IP Office can give you a customer sales and service center designed for your needs and your budget – with all
the routing and reporting capabilities you need. Deliver the personal service that builds sales and loyalty.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 8
Issue 26.N (Friday, April 05, 2013)
Get connected
Talk to your Avaya Business Partner. Discuss where you want communications to add value to your business.
Learn about the different service and support options that are available. See why thousands of growing
businesses rely on the innovative Avaya IP Office solution.
The right choice for you and your business
How we communicate is a personal choice – it has to match the needs of your business. And your needs
change depending on whether your employees are working in the office, at home, or on the road. That’s why
when you choose IP Office you can also choose from a whole range of communication tools and applications
designed to boost productivity. Choose a basic telephone or one with all the "bells and whistles." Connect our
IP telephones directly to your office LAN – you can even take them home and get all the features you have at
the office. With Avaya IP Office, a PC or laptop and an internet connection you can turn the screen of your PC
into a telephone. And our wireless solutions make it easier to roam the office. With all of our IP Office
capabilities, our goal is to make your communications simple and cost-effective. Let your Avaya
BusinessPartner put together a selection of tools and applications that's right for you.
Fine-tuning performance
How many calls are you handling an hour, a day? What are your peak calling periods? How many calls typically
turn into sales? The Avaya IP Office reporting capabilities can help you measure and manage your availability
and response to customers.
Day-to-day administration
Once your system is up and running you will benefit from the graphical administration tools that simplify day-
to-day tasks, such as updating directories and moving telephone extensions.
Getting started
Is your communications network ready for IP Office? We'll make sure. Avaya has created assessment and
automated configuration tools to make sure that when your system is installed it’s ready to meet your needs
starting Day One.
Keeping ongoing management simple
Concerned about needing extra resources to administer a system as powerful as IP Office? There’s no need for
worry. IP Office comes with a whole set of graphical tools to keep ongoing management simple.
Does my current phone system give my business what it needs?
If it is based on old technology, probably not. Your competitors will react faster and appear more professional
with the latest in communications software. IP Office delivers the capabilities that allow you to keep up with or
overtake the competition.
Do I need to understand the technology to implement it?
No. IP Office is designed specifically to give you more functionality without making more demands on your
resources. Rely on your certified Avaya BusinessPartner for support before, during and after your purchase.
We'll take care of you so you don’t have to worry.
Do I need to spend a lot?
Not at all. You have choices based on your budget needs. Easy leasing or financing plans not only make this
affordable; they help you quickly cut monthly expenses immediately. And you only have to buy/lease what you
need, when you need it.
Is IP technology established and reliable?
Yes. With over 170,000 systems and 6 Million users worldwide Avaya IP Office has the track record businesses
like yours can rely on. Customers like you are saving money and boosting productivity and many are
managing IP Office themselves.
I have old systems but am adding an office. Should I consider newer technology?
Not only would this be a way for you to experience the rich functionality of the latest communications
applications, but we may be able to network with your existing equipment, as well as provide a gradual
migration plan for your other locations.
I have a Nortel BCM or Nortel Norstar system. Can I keep my existing telephones?
Yes. IP Office supports the majority of Nortel BCM and Norstar telephones. You can save between 40 to 60%
of your original investment by keeping your existing telephones. Whether you want to add additional
telephones or replace older telephones, IP Office supports nearly every kind.
How quickly can I get up and running?
Just say "when" – an authorized Avaya BusinessPartner can tailor a solution to your needs and your budget.
By saving you money and helping you grow, IP Office repays your investment and lets you reallocate
resources to other business priorities.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 9
Issue 26.N (Friday, April 05, 2013)
Lowering long distance costs
Routing telephone calls over the Internet (Voice over IP or VoIP for short) – is growing in popularity.
Particularly in the case of international calls, VoIP generates significant savings. If your company is already
linking multiple offices using high-speed data circuits, the VoIP capabilities in IP Office make it possible to
route voice calls over the existing infrastructure, providing another way to lower costs and leverage your
investment. However you do it, the VoIP capabilities of IP Office are a way to put money back in your pocket.
Eliminating conferencing fees
Collaborate with customers, partners, suppliers and remote employees. IP Office includes a 128 party audio
conference bridge (64 max in one conference) to keep people working together and travel costs down. With
Avaya IP Office, your organization can have its own private, secure conference bridge and eliminate expensive
fees to third party conference providers.
Maximizing productivity
When employees can’t get to the office (because of storms, personal issues or other reasons) IP Office allows
them to work as at home (or any other location) as productively as though they were in the office.
And keep in mind…
IP Office delivers a whole range of capabilities. Only you can put a number on the value that many of these
capabilities will have for your business.
Examples:
·Having calls automatically routed to a cell telephone or other location, so important customers can get
through to the right person in real-time
·Being able to operate as a 24/7 business, without a 24/7 staff
·Using your communications to quickly identify when your top customers call
How IP Office is benefiting businesses today
·More room for sales
With IP Office, a leading provider of commercial food service equipment now handles 50% more calls
per day, without extra staff and without sacrificing the personal service it knows is the key to sales
·At the head of the class
By relying on IP Office to connect nearly 50 buildings, a public school system saved thousands of
dollars on inter-office calls and simplified communications
·Lowering global costs
By using IP Office to hold teleconferences and make phone calls across the IP network, a strategic
consulting firm is saving up to $30,000 per year
IP Office can grow as your business grows to meet your needs
Capacities: 2-384 extensions on a single location; up to 192 analog lines; 192/240 T1/E1 lines; 128 VoIP trunk
lines; up to 1000 users across 32 locations.
Call handling and messaging
Get 24-hour support for callers/customers without a 24-hour staff. IP Office has a range of messaging, auto
attendant and Interactive Voice Response (IVR) capabilities. Integrate messaging and advanced call handling
into your customer service operations. Handle voice mail and email in a single mailbox.
Communication with customers
Set up a formal or informal customer service center. Integrate your customer data base into your call
handling. Manage the quality of your customer interactions.
Work anywhere
Give your employees all the communications capabilities they have at the office whether they are working
from home, a hotel or a remote office.
Collaborate with customers, vendors and remote staff
Don’t pay any more fees to outside conferencing service providers. Use IP Office built in audio conferencing
that is easy to set up and use while saving you money
Secure converged communications
Use IP Office as a secure router with a built-in firewall/VPN. Route voice calls over a managed Internet service
(VoIP) and pocket the savings. Simple administration Windows-based, graphical tools cut the time and
expense of administration.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 10
Issue 26.N (Friday, April 05, 2013)
What's New in IP Office Release 8.1
The features listed below are available worldwide unless otherwise specified. Not all of the features in IP Office
Release 8.1 are supported on all platforms and phones - please see each feature's description for more
information.
IP Office Control Unit Support
IP Office Release 8.1 is supported on the IP500, IP500 V2, and IP Office for Linux.
New Hardware Components
· IP Office Server Edition – Primary/Secondary Servers
oHP DL 360 G7
oHP DL120 G7
·IP Office Server Edition – Expansion Server
oHP DL120 G7
IP Office Licensing Changes
·New Licensees for Server Edition
·Remote worker seats included with Essential edition is increased from 2 seats to 4 seats.
·User Profile licenses (Teleworker, Office Worker, Mobile User, Power User) running on a pre R8.0 Essential
Edition will be valid if the system is upgraded to R8.1 with an upgrade license or if the system is upgraded
during the entitlement period without an upgrade license. Only IP Office 500v2 systems have entitlement
period.
·Behavior not changing but listed for completeness:
oNew R8.1 systems will require Preferred Edition licenses in order for the User Profile licenses to be valid.
·The automatic trial licenses available during the entitlement period with release 8.0.16 and associated
alarms will be removed and will not be available.
End-point additions
·Flare Communicator for Windows
·Flare Communicator for iPad
IP Office Enhancements
·SIP Trunks
·one-X ® Mobile Preferred for IP Office enhancements
·Web Manager Enhancement supporting Upgrade, Back-up & restore
·Changeable RTP ports
·Contact Center Enhancements
oCCR DDI Report
oScheduled Reports for the current day
oCDR Answered event renamed
oChanges to duration of events for CDR
oWallboard – Manual Layout and Font Sizing
oWallboard – Bookmark and Auto-Login
oWallboard – Statistics values on Leader Board
oWallboard – Configurable update interval
oWallboard – Monitor table
oCCR support for 96x1 Phones
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 11
Issue 26.N (Friday, April 05, 2013)
oCCR Client Browser on Windows 7
·VoiceMail Pro Password length configuration
·Security Documentation
·Avaya Audio Branding change
·one-X ® Portal for IP Office websockets
·Debug enhancement – Logger stamp support
·SSL/VPN Remote Access
·On-Boarding automation to support the introduction of the new Avaya IP Office Support Services
IP Office Demo Kits
·Power Demo Kit
·IP Office Anywhere
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.
·Trunk Interfaces
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.
·Extensions
Support for a range of extensions, from 2 to 384 that provide sophisticated voice performance for new
and growing businesses.
·Telephones
A variety of telephones including analog, digital and IP hard and softphones (wired and wireless) that
provide the appropriate desktop or device telephone 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.
·QSIG Networking
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
call routing.
·SIP Trunking
SIP trunking to Internet Telephony Service Providers. IP Office allows users with non-SIP telephones to
make and receive SIP trunk calls.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 12
Issue 26.N (Friday, April 05, 2013)
Data Communication Solution Features
For offices with basic data networking needs, IP Office can provide a complete data communications and
networking solution:
·Internet Access
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.
·Routing
Integral Static or Dynamic (RIP I/II) routing for both Internet and Branch-to-Branch solutions.
·Security
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.
·DHCP
Automatic IP address allocation for local and remotely attached PC's and other devices, including IP
telephones.
·LAN Switching
The IP Office 500 V2 offers 2 switched Layer 3 Ethernet ports.
·LDAP Client Support
For standards based directory synchronization with Avaya one-X™ Portal for IP Office and Phone
Manager.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 13
Issue 26.N (Friday, April 05, 2013)
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 (e.g., Microsoft TAPI service). These applications can be
upgraded to provide enhanced functionality through the purchase of license keys. The complete list of
applications are:
·Receptionist/Operator SoftConsole
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.
·Avaya 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.
·Voicemail
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
telephone capable of tone dialing. When used with Avaya 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.
·Unified Messaging (UMS)
The Unified Messaging Service within Preferred Edition provides a higher level of integration to
synchronize both voicemail and email inboxes.
·Auto-Attendant
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 checking, remote time sheet management, etc. Enhance these 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 (CCR)
Available with Advanced Edition and combined with the built-in Automatic Call Distribution functionality
of IP Office, CCR enables a small business to track and measure customer service and agent
productivity levels.
·CCR delivers:
·Simple/Intuitive Reporting
·Browser/Thin Client Architecture
·Single Server Efficiency (with Preferred Edition)
·Target Segment: Small Business<30 agents
·Can support up to 150 agents
·30 supervisors
·One administrator
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 14
Issue 26.N (Friday, April 05, 2013)
Management Tools
Avaya IP Office is easily managed with its management options.
IP Office Web Manager is a new browser-based management tool designed to simplify the installation and
maintenance process by providing an intuitive and user-friendly management tool that runs on most standard
browsers. The new IP Office Web Manager eliminates the need to have Windows operating system as it can
run on any device that supports standard browsers. IP Office Web Manager supports the following Editions of
IP Office:
·Basic Edition A-Law
·Basic Edition Mu-Law
·Basic Edition PARTNER Mode
·Basic Edition Norstar Mode (PBX, KTS)
IP Office manager is a Windows based PC software application. It can be used from the LAN, remote on the
WAN, or connected via the built-in RAS using a TA or a modem to manage any IP Office edition.
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.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 15
Issue 26.N (Friday, April 05, 2013)
Scalable Platform
The IP Office 500 V2 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 Voicemail.
Telephone Options
IP Office supports multiple telephone solutions, giving the small and mid-size businesses maximum flexibility
to choose according to their current and future needs.
·IP Telephones
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 the IP Office Video Softphone.
·Digital Telephones
IP500 digital station 8 cards and Combination Cards plus IP Office digital station 16 or 30 Expansion
Modules support the Avaya 9500, 1400 and 5400 Series of digital telephones and Avaya T3 Series
telephones, plus selected 2400 and 4400 Series telephones.
The new TCM8 digital extension card as well as the DS16A and DS30A digital expansion module support
BCM / Norstar, T7000 Series telephones and other telephones and button modules.
·ETR Telephones
IP500 V2 ETR 6 cards support the Avaya ETR telephones as used on PARTNER ACS systems (Essential
Edition – PARTNER Mode only).
·Analog Telephones
IP500 Phone 2, Phone 8 and Combination Cards plus IP Office Phone 16 or 30 Expansion Modules
support standard analog telephones, faxes and modems, with support for calling line identification and
message waiting indication where these services are provided.
·Wireless Telephones
Avaya DECT R4 base stations can be added to support the Avaya 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.
With the new hardware modules TCM8, DS16A, and DS30A Nortel digital Mobility solutions 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.
For a complete overview over of supported telephones please refer to the Telephones section of this
Product Description.
Application and Feature Licensing
Some IP Office applications and features require a license key. 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.
108
456
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 16
Issue 26.N (Friday, April 05, 2013)
Country Availability
IP Office is available from distribution partners in the following countries. Please refer to your country price list
for the availability of individual items.
Americas
EMEA
APAC
·Argentina
·Brazil
·Canada
·Chile
·Colombia
·Dominican Republic
·Ecuador
·Guatemala
·Honduras
·Jamaica
·Mexico
·Panama
·Peru
·Puerto Rico
·Trinidad & Tobago
·United States
·Venezuela
·Austria
·Bahrain
·Belgium
·Bulgaria
·Cyprus
·Czech Republic
·Denmark
·Egypt
·Estonia
·Finland
·France
·Germany
·Greece
·Hungary
·Iceland
·Ireland
·Israel
·Italy
·Kuwait
·Latvia
·Liechtenstein
·Lithuania
·Luxembourg
·Malta
·Morocco
·Netherlands
·Norway
·Oman
·Pakistan
·Poland
·Portugal
·Romania
·Russian Federation
·Saudi Arabia
·Slovak Republic
·Slovenia
·South Africa
·Spain
·Sweden
·Switzerland
·Turkey
·UAE
·United Kingdom
·Australia
·China
·Hong Kong
·India
·Malaysia
·New Zealand
·Phillipines
·Singapore
·Sri Lanka
·Taiwan
·Thailand
·Vietnam
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 17
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 18
Issue 26.N (Friday, April 05, 2013)
Chapter 2.
IP Office Basic Edition
PARTNER® Mode
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 19
Issue 26.N (Friday, April 05, 2013)
2. IP Office Basic Edition PARTNER® Mode
The IP Office Basic Edition Partner Mode continues the evolution of communications systems for small
businesses.
PARTNER Mode is designed to work directly out of the box without any programming or administration,
allowing users to immediately make and place calls via analog trunks.
PARTNER Mode provides the end user a similar desktop experience as the PARTNER ACS: e.g. 2 dedicated
intercom buttons, key system functionality, Caller ID, etc. This helps minimize training requirements and
provides the end user with the same comfort level they have come to expect with the PARTNER ACS system.
PARTNER Mode provides enhanced features such as Visual Voice, Remote Call Forwarding, 64-party
Conferencing, SIP Trunking, Full PRI/T1 and more.
PARTNER Mode provides the same 2-digit extension numbering plan as PARTNER ACS (default), and now
supports a 3-digit flexible numbering plan (extensions 100 – 599).
PARTNER Mode supports all current and "Euro" versions of PARTNER ACS telephones, the 1400 Series digital
telephones, the current 3920 and 3910 wireless products, as well as most analog devices (fax, wireless
headsets, analog telephones). The original MLS Series telephones and older wireless telephones are not
supported.
PARTNER Mode also supports a new line of Avaya digital telephones – the 9500 Series telephones, and
supports the Nortel T-Series and M-Series digital telephones.
PARTNER Mode includes Embedded Voicemail; providing a 2-port Automated Attendant (upgradeable to 6-
ports) and voice mail coverage activated for all telephones. The Embedded Voicemail offers a variable number
of hours of storage:
·2-ports = 15 hours of storage
·4-ports = 20 hours of storage
·6-ports = 25 hours of storage
System Capacities
PARTNER Mode supports larger telephone and trunk capacity as follows (may not be attained simultaneously):
64 Trunks:
·Up to 32 analog CO lines
·1 PRI/T1 (24 lines)
·Up to 20 SIP lines
·can support up to 72 trunks, but not simultaneously
IP Office Basic Edition Mu-Law
When the IP500 V2 containing a IP Office Mu-Law SD card is first started, it will boot-up as "Basic Edition",
which has the same look and feel as PARTNER Mode, supporting out of the box operations, two intercom
buttons, key system functionality, voice mailboxes on all telephones, TUI programming support, etc. "Basic
Edition" makes starting and using the system quick and easy.
Users who need full IP Office Essential Edition functionality can apply the Essential edition license and the use
Manager to change mode from "Basic Edition" to "Essential Edition". Once the system reboots, it re-starts as
"Essential Edition."
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 20
Issue 26.N (Friday, April 05, 2013)
System Programming
System programming is accomplished in two ways:
·Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same
administration codes as the PARTNER ACS system.
·Graphical User Interface (GUI) – PARTNER Mode provides a "Simplified Manager" mode in the IP
Office Manager software; allowing you to program the system in less than 30 minutes.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 21
Issue 26.N (Friday, April 05, 2013)
Hardware
Control Unit
PARTNER Mode software runs on the IP500 V2 control unit. A PARTNER Mode SD card or IP Office Mu-Law SD
card is required and is installed in the rear of the control unit, providing operating software, Feature Key,
Licenses and directs the system to boot up in PARTNER mode or Quick Mode. An optional SD card may be
installed in the optional SD card slot, providing redundant backup and system upgrade capabilities.
The front of the IP500 V2 Control Unit has 4 expansion bays, which supports the following system modules:
·Combination Card – Analog Trunks (Max 2 per system)
The Combination Card provides 6 digital station (DS) ports (Ports 1-6); 2 analog station ports (Ports
7-8); 4 CO Line ports (Ports 9-12) and 10 Voice Compression Channels.
·ETR6 Card (Max 3 per system)
The ETR6 Card provides 6 ETR (PARTNER ACS telephone) station ports (Ports 1-6); and supports (1)
of the following optional trunk cards: ATM4 or PRI/T1. When an ATM4 is added, ports 7-8 become
Power Failure Transfer ports, and ports 9-12 provide 4 additional CO Line Ports. Compatible only with
PARTNER Mode and Mu-Law SD cards with Basic Edition, in North America market only.
·DS8 Card (Max 3 per system)
The DS8 Card provides eight digital station ports (Ports 1-8); and supports (1) of the following
optional trunk cards: ATM4 or PRI/T1. When an ATM4 is added, ports 9-12 provide 4 additional CO
Line Ports. This card supports only the 1400 and 9500 Series telephones.
·TCM8 Card (Max 4 per system)
The TCM8 Card provides eight digital station ports (Ports 1-8); and supports (1) of the following
optional trunk cards: ATM4 or PRI/T1. When an ATM4 is added, ports 9-12 provide 4 additional CO
Line Ports. This card supports only Norstar® T-Series and M-Series telephones.
·Phone 2 (Max 4 per system)
The Phone 2 module provides two additional analog station ports and supports one of the following
optional trunk cards: ATM4 or PRI/T1.
·Phone 8 (Max 4 per system)
The Phone 8 module provides eight additional analog station ports and supports one of the following
optional trunk cards: ATM4 or PRI/T1.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 22
Issue 26.N (Friday, April 05, 2013)
Expansion Modules
PARTNER Mode supports following expansion modules:
·DS16 – provides additional 16 digital station ports (1400 and 9500 Series telephones only)
·DS16A – provides additional 16 digital station ports (Norstar T-Series and M-Series telephones only)
·ATM16 (limit 1 per system) – provides additional 16 analog CO lines
·Phone 16 – provides additional 16 analog stations
·Phone 30 – provides additional 30 analog stations
·DS30 – provides additional 30 digital station ports (1400 and 9500 Series telephones only)
·DS30A – provides additional 30 digital station ports (Norstar T-Series and M-Series telephones only)
Trunk Cards
PARTNER Mode supports the following trunk cards, which are mounted on any ETR6, DS8, TCM8, Phone 2 or
Phone 8 base card:
·ATM4 – provides four analog CO line ports. Supports Caller ID
·PRI/T1 – supports full PRI or T1. Limit 1 PRI/T1 card per system
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 23
Issue 26.N (Friday, April 05, 2013)
Telephones
PARTNER Mode supports the following telephones:
·1400 Series digital telephones
·9500 Series digital telephones
·Norstar T-Series and M-Series digital telephones
·PARTNER ACS telephones
·PARTNER ACS "Euro" telephones
·Wireless telephones
·Analog "POTS" telephones
1400 Series telephones
The following 1400 Series telephones are supported.
·1416 Display Telephones
·1408 Display Telephones
·1403 Display Telephone
·DBM32 Button Module
Programmable Buttons
As well as the usual dialing keys, Avaya 1400 digital telephones have dedicated function buttons like Mute,
Volume, Hold, Conference and Transfer. In addition to these, there are keys that can be programmed with a
range of selected special functions. These keys can be used for calling other extensions on the system (Direct
Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features
such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled.
Button programming is done through the TUI or Simplified Manager as part of the system configuration.
23
24
25
26
27
28
29
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 24
Issue 26.N (Friday, April 05, 2013)
9500 Series telephones
The following 9500 Series telephones are supported.
·9504 Display Telephone
·9508 Display Telephone
·BM12 Button Module
9504
9508
BM12
Programmable Buttons
The Avaya 9500 Series telephones are "paper label free," providing programmable labels in the display. The
9504 has four buttons (with Red & Green LED’s) and has two "pages" providing a total of 12 programmable
buttons. The 9508 has eight buttons (with Red and Green LED’s) and has two "pages" providing a total of 24
programmable buttons.
As well as the usual dialing keys, Avaya 9500 digital telephones have dedicated function buttons like Mute,
Volume, Speaker, Headset, Call Logs and Contacts. In addition to these, there are keys that can be
programmed with a range of selected special functions. These keys can be used for calling other extensions on
the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to
controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is
enabled.
Button programming is done through the TUI or Simplified Manager as part of the system configuration.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 25
Issue 26.N (Friday, April 05, 2013)
Norstar T-Series and M-Series telephones
The following Norstar telephones are supported on PARTNER Mode:
·T-Series Telephones: T7316E, T7208, T7100, T7000 and the T24KIM (not shown)
·M-Series Telephones: M7324, M7310 and the CAP/KLM Button Module
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 26
Issue 26.N (Friday, April 05, 2013)
PARTNER ACS telephones
The following PARTNER ACS telephones are supported on PARTNER Mode:
·6 Button Display Telephone*
·18 Button Display Telephone*
·34 Button Display Telephone (up to 4 per system, 2 per ETR card)*
* = Supported, but no longer sold new
Not Supported:
·Call Assist-48 (CA-48) Adjunct
Default Button Features:
When connected to PARTNER Mode, the top row of buttons on the 18D and 34D telephones come pre-
programmed with the following features:
·Last Number
·Conference Drop
·Voicemail Access
·Recall
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 27
Issue 26.N (Friday, April 05, 2013)
PARTNER ACS "Euro" telephones
The following PARTNER ACS “Euro” telephones are supported on PARTNER Mode:
·6 Button non-Display Telephone
·18 Button non-Display Telephone
·18 Button Display Telephone
·34 Button Display Telephone (up to 4 per system)
Not supported:
·Call Assist-24 (CA-24) Adjunct
Default Button Features:
When connected to the PARTNER Mode, the top row of buttons on the 18D and 34D telephones come pre-
programmed with the following features:
·Last Number
·Conference Drop
·Voicemail Access
·Recall
Note: PARTNER ACS telephones are only available in the North America region, and work only with PARTNER
Mode and Mu-Law SD cards running in Basic Edition.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 28
Issue 26.N (Friday, April 05, 2013)
Wireless telephones
3920 Wireless
T7406E Wireless
Digital Mobility 7400 Wireless
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 29
Issue 26.N (Friday, April 05, 2013)
Note 1: The 3910 Wireless telephone is discontinued, but it is still supported.
Note 2: PARTNER ACS telephones are only available in the North America region, and work only with
PARTNER Mode and Mu-Law SD cards running in Basic Edition.
Analog "POTS" telephones
The system supports a wide variety of industry standard analog telephones and devices, for example: fax
machines, credit card readers; wireless headsets, cordless telephones.
Analog devices are connected to the system:
·To one of the analog ports on the Combination Card
·Via a Phone 2 or Phone 8 Module
·To an ETR station port (directly or bridged with a PARTNER ETR telephone)
The major features work the same, regardless how they are connected: e.g. Hold, Conference, Transfer, Call
Waiting, Message Waiting, Incoming Caller ID.
Analog telephones have access to all dial-code features familiar to PARTNER users: e.g. Call pickup, Line
pickup, Call Forwarding activation/deactivation, etc.
Analog telephones connected to a phone module or Combination Card default to intercom dial tone. To place
an outgoing call, the user will dial 9. Analog telephones connected to an ETR module follows programmed
Automatic Line Selection.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 30
Issue 26.N (Friday, April 05, 2013)
System Administration
The PARTNER Mode and IP Office Basic Edition Mu-Law can be programmed in the following ways:
·Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same administration
codes as the PARTNER ACS system. Button Programming Features use the same codes as the
PARTNER ACS system.
TUI programming is an alternate way to do System Administration and Programming on the PARTNER
Mode. It is based on the PARTNER ACS TUI, but with improvements.
Using TUI System Administration on ETR, 1400 Series, 9500 Series and Norstar sets, the buttons
under the display become soft-keys which are used to navigate and change the administration items.
There are also shortcut codes which enable the administrator to jump to particular administration
items.
Centralized Programming is similar to System Administration, but it is used to administer buttons and
other options for any phone in the system.
Individual Programming continues to be supported, allowing the phone user to program buttons on
their sets.
·Graphical User Interface (GUI) – PARTNER Mode can be administered using the IP Office Web
Manager. IP Office Web Manager is a new browser-based management tool designed to simplify the
installation and maintenance process by providing an intuitive and user-friendly management tool that
runs on most standard browsers. The new IP Office Web Manager eliminates the need to have
windows operating system as it can run on any device that supports standard browsers.
Web Manager main screen
For off line configuration, Upgrades, back-up and restore it is recommended that Manager continues to be
used.
"Simplified Manager" is a PC GUI application inherent to the IP Office Manager application. Although system
administration can be completed via either the TUI or GUI method; some advanced features such as SIP and
PRI/E1 administration require the Manager application.
When you execute Manager, the program searches for any IP500 V2 units running PARTNER Mode on your
network and will automatically connect using the default login and password. You are then presented with a
"Simplified Manager" Screen:
32
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 31
Issue 26.N (Friday, April 05, 2013)
By using the system hyperlinks, you are able to quickly and easily administer the PARTNER Mode system in a
short time. Further details can be found in the IP Office Norstar PARTNER Manager documentation guide
posted on the Avaya Support website.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 32
Issue 26.N (Friday, April 05, 2013)
Application Programming Interface (TAPI)
Application Programming Interface (TAPI) allows new and existing server-based applications from Avaya’s
Developer Connection (DevConnect) program to work with and enhance the operation of the system. The
current requirement is to support a screen pop type application called “Pickup IP” which is also supported on
IP Office.
The TAPI API only supports 1st Party TAPI applications.
System Programming Procedures
Code
Feature
Code
Feature
#101
System Date
#321
VMS Cover Rings
#103
System Time
#322
Remote Call Forwarding
#104
Number of Lines
#323
Personalized Station Ringing
#105
Transfer Return Rings
#399
Copy Settings
#107
Recall Timer Duration
#401
Outgoing Call Restriction
#109
Outside Conference Denial
#402
Toll Call Prefix
#119
Ring on Transfer
#403
System Password
#123
Backup Programming—Automatic
#405
Disallowed List Assignments
#124
Backup Programming—Manual
#406
Emergency Phone Number List
#125
Restore Programming
#407
Allowed Phone Number Lists
#126
Automatic Daylight/Standard Times
#408
Allowed List Assignments
#127
Hold Reminder Tone
#409
Forced Account Code List
#128
Network Time Synchronization
#501
Pickup Group Extensions
#203
Hold Disconnect Time
#502
Calling Group Extensions
#205
Direct Extension Dial Lines
#503
Night Service Button
#206
Group Call Distribution
#504
Night Service Group Extensions
#208
Line Coverage Extension
#505
Hunt Group Extensions
#301
Line Assignment
#506
VMS Hunt Delay
#303
Display Language
#507
VMS Hunt Schedule
#304
Automatic Extension Privacy
#601
Fax Machine Extensions
#305
Abbreviated Ringing
#602
Music-On-Hold
#306
Transfer Return Extension
#603
Hotline
#307
Forced Account Code Entry
#604
Doorphone Extension 1
#308
Distinctive Ring
#605
Doorphone Extension 2
#309
Intercom Dial Tone
#606
Doorphone Alert Extensions
#310
Automatic VMS Cover
#610
SMDR Output Format
#311
External Hotline
#612
Contact Closure Group
#316
Call Waiting
#613
Contact Closure Operation Type
#317
Caller ID Log Answered Calls
#617
Loudspeaker Paging Line
#318
Caller ID Call Log Line Association
#728
System Reset—Programming Saved
#320
Call Coverage Rings
#730
Remote Administration Password
Centralized Telephone Programming
Extensions 10 and 11 can program other extensions on the system from their telephones.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 33
Issue 26.N (Friday, April 05, 2013)
System Features
The system provides the majority of the feature set that is ideal for businesses. A listing of the built-in features
is detailed below. Feature descriptions can be found on the following pages. TUI Feature Programming Codes
(if applicable) are also provided.
911 Emergency Dialing
Direct Line Pickup Features
PBX Mode
Abbreviated Ringing
Display
Personal Line Termination
Absent Text
Display Language
Personalized Station Ringing
Absent Text Message Inspect
Display SD Card Feature Key
ID
POT Support
Account Codes
Display System IP Address
Privacy
Allowed/Disallowed Lists
Display System Release
Recall
Application Programming Interface
(TAPI)
Distinctive / Differentiated Ring
Redialing Features
Attendant/Operator Positions
Do Not Disturb (Send All Calls)
Remote Call Forwarding / Mobile
Twinning
Auto Attendants - Emergency
Greeting
Do Not Disturb Override
Remote Access to Modem
Auto Attendants - Multiple
Doorphones (max of 2)
Ringing Line Preference
Automatic Callback
Emergency Phone Number List
Ring on Transfer
Automatic Daylight Savings Time
External Hotline
SD Card Startup / Shut Down via TUI
Automatic Extension Privacy
Extension Hunt Groups
SMDR
Auto Dialing
Extension Name Display
Speed Dial Features
Automatic Line Selection
Fax Machine Extensions
Station Lock/Unlock
Automatic VMS Coverage
Feature Button
Sub-Menus (see Auto Attendants)
Backup Failure Alarm
Flexible Dial Plan
System Password
Backup Programming Automatic
Group Calling – Ring/Page
System Groups
Backup Programming Manual
Group Hunting – Ring/Voice
Signal
Transfer / Transfer Return
Bridging (Joining Calls)
Group Pickup
Transfer Return to Programmable
Extension
Call Coverage
Hold
Unique Line Ringing with Override
Call Forwarding - Internal
Hold Release on Abandon
VMS Cover Button
Call Log (Digital Sets only)
Hold Reminder Tone
VMS Cover Ring Interval
Call Logs (ETR sets)
Hot Dial
VMS Hunt Delay
Call Pickup
Hotline
VMS Hunt Schedule
Call Timer
Idle Intercom Timeout
Voicemail
Call Timer Continuity
Intercom Manual Dial
Bypass Greeting
Call Waiting
Intercom Dial Tone
Change Message Status to New
Caller ID Features
Line Coverage Extension
Choice of Language
Cell Phone Connect
Line Ringing Options
End of Recording Options
Centralized Telephone Programming
Message Alert Notification
Outcalling Notification
CO Disconnect Time
Music On Hold
Phantom Mailboxes
Conference Drop
Network Time Synchronization
Voicemail to E-mail
Contact Closure Support
Night Service
Voice Mailbox Transfer – Direct
Copy Settings
On Hook Dialing
Voice Messaging
Direct Inward Dialing (DID)
One Touch Transfer
Visual Messaging
DID to Auto Attendant
Paging Features
Wake-up Service
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 34
Issue 26.N (Friday, April 05, 2013)
911 Emergency Dialing
911 Emergency Dialing can be made from any extension, regardless of any restrictions.
Abbreviated Ringing
This feature activates or deactivates Abbreviated Ringing at the system telephone at a specific extension.
When you are on a call and Abbreviated Ringing is Active, any incoming call rings only once. The green light
next to the line button flashes until the call is answered or the caller hangs up (or for a transferred call, until
the call returns to the transfer return extension).
This feature prevents incoming calls from distracting you when you are busy on another call. To allow calls to
ring repeatedly, set Abbreviated Ringing to Not Active.
Absent Text Messaging
This feature allows you to post a message (such as "Do Not Disturb" or "Away from desk") on the display of
your PARTNER ETR or digital system telephones. When another extension calls your extension, your active
Absent Text Message appears on the caller’s display.
The system provides 15 pre-defined messages, plus 2 that may be customized by each user. Pre-defined
messages include:
Back Soon
Back Tomorrow
Do Not Disturb
On Vacation
Out to Lunch
At Home
Away from Desk
Be Right Back
Please Call
On Holiday until
Meeting until
Don’t disturb until
With visitors until
With cust. til
At lunch until
Absent Text Message Inspect
The Inspect feature is a soft-key option, and allows you to remotely inspect the active Absent Text Message at
another user’s extension.
Pressing the Absent Text Message button will provide you with an INSP option in the display. Press the button
associated with the Inspect option and you are prompted to dial the extension number or press the Auto
Intercom button you wish to view. When you do, the active message for that user is displayed.
Account Code Entry
Account Code Entry (ACE) is used to enter an account code (up to 15 digits) for an incoming or outgoing call
currently being handled.
The Account code is printed in the SMDR record for the call for the customer to use for cost tracking purposes.
There are two different ways the feature can be used:
·Voluntary — Account Code Entry is optional.
·Forced – Account Code Entry is mandatory before dialing on an idle CO facility.
Forced account codes are validated against a list of pre-defined account codes which is created via the
Manager application.
Allowed Lists / Disallowed Lists
Allowed Lists Use this feature to specify telephone numbers that users can dial regardless of other dialing
restrictions, as long as they have access to an outside line. For example, if you restrict an entire category of
calls through Disallowed Phone Number Lists (#404), you can permit calls to a specific number in that
category by placing that number on an Allowed Phone Number List.
The System Administrator can create up to eight Allowed Phone Number Lists of up to 10 telephone numbers
each.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 35
Issue 26.N (Friday, April 05, 2013)
Disallowed Lists allow you to specify telephone numbers that users cannot dial. For example, you may want
to prevent calls to a specific telephone number or to categories of numbers, such as international numbers.
The System Administrator can create up to eight Disallowed Phone Number Lists of up to 10 telephone
numbers each.
Allowed and Disallowed Phone Numbers can be up to 12 digits long and may include 0–9, #, *, and ‘hold’ (a
wildcard character, displayed as “!”).
Attendant Positions
Extension 10 and Extension 11 serve as system attendant positions. TUI System Administration can only be
done at these extensions. Night Service and Unlock capabilities can only be initialized from Extension 10. When
a user dials 0, Extension 10 will ring.
Auto Attendants (Multiple) / Sub-Menus / Emergency Greeting
The system supports up to 9 Automated Attendants / Sub-menus. A sub-menu is the same group of selector
codes as is used in an Auto Attendant.
Each Auto Attendant has its own greeting (Morning / Afternoon / Evening), its own language (English /
French / Spanish), its own set of selector codes (based on its time profile), and separate VMS Hunt and Delay
Schedules.
Each Auto Attendant supports its own Emergency Greeting announcement, which can be remotely recorded
and activated, and plays before the Auto Attendant Greeting.
Each Auto Attendant can be accessed by dialing the appropriate Auto Attendant dial codes (to record
greetings, menu prompts, etc.).
Auto Dialing
Enables a user to dial outside numbers, extension numbers, feature codes or account codes with a single touch
by pressing a programmed button.
Three types of auto dial are supported:
·Auto Dial – Outside
·Auto Dial – ICM (internal extension)
·Auto Dial – ICM Page (voice signaling)
Automatic Callback
When calling an extension that is busy, press the Auto Callback softkey and the system will call you when the
extension becomes free.
Automatic Daylight Savings Time
This feature automatically updates the system clock for annual Daylight Savings Time and Standard Time
changes. Turn this feature off if you live in an area without daylight savings time.
Automatic Extension Privacy
Prevents other extensions with access to the same line from joining a call. Use this feature for extensions
connected to a modem, fax, or any device whose function can be disrupted by someone trying to join it.
Automatic Line Selection
Specifies the order in which the system selects an available line (intercom or outside) when a user at the
extension lifts the handset or presses SPEAKER to make a call without first selecting a specific line button.
For extensions with analog telephones, set Automatic Line Selection to intercom first. This enables analog
telephones to access system features, including intercom calling. When users lift the handsets on analog
telephones, they hear intercom dial tone. To access an outside line, they must dial 9.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 36
Issue 26.N (Friday, April 05, 2013)
Automatic Voicemail Coverage
Use this feature to program a button to turn VMS Cover on and off, routing unanswered intercom and
transferred calls for a users’ extension to the Call Answer Service of the voice messaging system after the
specified number of rings (factory setting is three rings).
Backup Failure Alarm
When an Automatic Backup fails, a ‘Backup Failed’ message is displayed on Extension 10 and 11.
Backup Programming - Automatic
The system does a nightly backup to the system SD card. No manual intervention or external PC is required.
Backup Programming - Manual
The administrator may do a manual system programming backup to the system SD card via the TUI.
Bridging (Joining Calls)
A user can bridge (join) on any active call by pressing the associated CO line button (assuming Privacy is not
active on the originating extension.) When a call is bridged, the red and green LED’s will alternate on all
telephones which are bridged on the call.
Call Coverage
This feature is used to redirect all Intercom, Transferred, DID and outside calls from a user’s extension to
another extension.
When Call Coverage is activated, covered calls are routed to the covering extension after a specified number of
rings.
Call Forwarding - Internal
The Call Forwarding provides a means of redirecting Intercom (ICOM), CO, and Transfer calls from one
extension to another specified extension.
Call Log - Digital Sets
Call Log is a fixed button on digital telephones and provides a visual record of calls made and received,
including unanswered calls. Details are store for both users (maximum 30 entries) and hunt groups (maximum
10 entries). The method of operation varies according to the phone type but in all cases the call records can be
used for return calls.
Call Logs - ETR sets
Use this feature to program extensions to log answered Caller ID calls so that calls answered at an individual
extension can be viewed in the Caller ID Call Log. Once the feature is activated for an extension, when a user
activates the Caller ID Call Logging and Dialing (F23), all Caller ID calls that are answered by that extension
are logged.
Up to 3 extensions can be designated to log all calls, both answered and unanswered, regardless of where they
terminated in the system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 37
Issue 26.N (Friday, April 05, 2013)
Call Pickup
This feature is used to answer any intercom, transferred or outside call ringing at another specified extension.
Call Timer Display
Displays the duration of a call from the time it was answered.
Call Waiting
Call waiting applies to analog, single line telephones, and applies to the following types of calls:
·Intercom calls
·Transferred calls
·Forwarded calls
·Covered calls
·Outside calls (if the extension has a line appearance of the line)
·Voice Signaled calls
Caller ID Features
The following Caller ID features are supported:
·Caller ID Inspect (FEATURE 17)
Allows you to view Caller ID information for a second call, without disconnecting the current call or
putting it on hold. Use this feature to inspect ringing, active, or held calls.
·Caller ID Name Display (FEATURE 16)
When an incoming call is ringing at a display telephone, both the name and number appear on the
user’s display. The Number is displayed on the top line, and the Name on the 2nd line. In some cases
users may wish to see the Caller ID Name on the top line and the Caller ID Number on the 2nd line.
This feature provides this capability.
CO Disconnect Time
Use this feature to change the hold disconnect time for an outside line. Different telephone companies use
different length signals. The length of the signal is called the CO or Hold Disconnect time. If you place a call on
hold and the caller hangs up, but the call does not disconnect within a minute after the caller.
Conference Drop
On 1400 and 9500 digital telephones, you may choose which specific party you want to drop from a
conference call. On ETR and analog telephones, the last party added to the conference call is automatically
dropped.
Conferencing
The system supports up to 64-party conferencing. A maximum of 2 analog lines can be in any conference call.
Conference calls may consist of combinations of analog lines, digital lines (PRI/T1, SIP), analog telephones,
ETR telephones or digital telephones.
Contact Closure Support for 2 Devices
The IP500 V2 Control Unit has a Contact Closure control jack on the back panel. This is a 3.5 mm stereo jack
that can drive two external adjunct relays.
This feature allows users at eligible extensions to control an external adjunct by entering feature codes at their
system or standard telephone. The port can control a variety of devices, the most common being door strikes,
night bells, lighting, or voice recording systems.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 38
Issue 26.N (Friday, April 05, 2013)
Copy Settings
This feature allows a System Administrator to copy extension-specific programming from one extension to
another. When the Extension Copy operation is performed, the destination extension will have the same
properties as the originating extension.
Extension Copy can only be performed from an Attendant Extension in System Programming Mode or from the
Windows Manager PC application.
Dial Code Features
·‘F’ represents the FEATURE button.
·‘I’ represents the INTERCOM button.
·‘XX’ represents a system extension number.
·‘PP’ represents a Personal Speed Dial code.
·‘G’ represents a single-digit group number.
·‘LL’ represents a system line number.
Feature
Partner Mode Code
Norstar/BCM Code
Do Not Disturb
F01
F85
Do Not Disturb Cancel
F01
F#85
Recall
F03
F71
Save Number Redial
F04
F67
Last Number Redial
F05
F5
Conference Drop
F06
F934 (new)
Privacy
F07
F83
Call Forward
F11
F4
Call Forward Cancel
F11
F#4
Account Code Entry
F12
F900
Voice Mailbox Transfer
F14
F986
VMS Cover
F15
F984
Caller ID Name Display
F16
F933 (new)
Caller ID Inspect
F17
F811
Call Coverage
F20
F932 (new)
Station Lock
F21
F936 (new)
Station Unlock
F22
F937 (new)
Caller ID Log
F23
F812
Hot Dial
F26
F935 (new)
Message Alert Notification
F27
F938 (new)
Absent Message
F28
F931 (new)
Contact Closure 1
F41
F9*41
Contact Closure 2
F42
F9*42
System Release
F590
F9*80
System IP Address
F591
F9*81
SD Card Serial Number
F592
F9*82
System Speed Dial
F6XX (00-99)
F06XX (00-99)
Personal Speed Dial
FXX (80-99)
F*4XX (80-99)
DND Override Numbers
F7XX (00-19)
F07XX (00-19)
Call Transfer
Fixed Button
F70
Voice Announce to Extension
I* + XX
F66 + XX (new)
Call Park to own Extension
Transfer + XX
F74 (new)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 39
Issue 26.N (Friday, April 05, 2013)
Direct Inward Dialing (DID)
Use this feature to have Direct Inward Dialing (DID) numbers on a PRI / T1 or SIP line routed automatically to
a specific extension, hunt group, or calling group. When a Direct Inward Dialing (DID) call arrives, the system
"collects" the digits from the T1 service provider (that is, the number that was dialed) and matches the
number to a DID Mapping Table you created. If the incoming number matches an entry in the DID Mapping
table, the call rings at the matching extension or hunt group.
Direct Inward Dialling (DID) to Auto Attendant
DID calls can be directed to and answered by any Automated Attendant.
Direct Line Pickup
With the Direct Line Pickup features, you can access a ringing or held call or a call in progress. You can also
select a line to use that is not assigned to your telephone. The Direct Line Pickup features are:
·Direct Line Pickup—Active Line
·Direct Line Pickup—Idle Line
Display Language
All system telephones offer the choice of 3 display language:
·US English
·Canadian French
·Latin American Spanish
Each individual extension may select their own language.
Display SD Card Feature Key ID
Displays the SD Card Feature Key ID on any display telephone.
Display System IP Address
Displays the IP address currently assigned to the IP500 V2 system.
Display System Release
Displays the software release running on the IP500 V2 system.
Distinctive / Differentiated Ringing
The system provides different ring patterns for external calls, internal calls and transferred calls.
Do Not Disturb
Use this feature to be able to press a programmed button to prevent incoming calls for the extension from
ringing (lights still flash). When Do Not Disturb is on, outside callers hear ringing while inside callers hear a
busy signal. Calls are immediately sent to your voice mailbox.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 40
Issue 26.N (Friday, April 05, 2013)
Do Not Disturb Override
Allows a user to input a list of up to 20 telephone numbers and/or internal extension numbers that will ring at
the users’ station when Do Not Disturb is activated.
Doorphones
A doorphone is usually placed near an entrance, to screen visitors. You can connect up to two doorphones to
the system.
Emergency Phone Number List
Create a list of up to 10 telephone numbers that all users can dial regardless of dialing restrictions, provided
they have access to an outside line. Typical list entries include fire, police and emergency services numbers.
Extension Hunt Groups
Use this feature to assign any number of extensions to a Hunt Group. When extensions are in a Hunt Group,
an incoming call searches or “hunts” for the longest idle extension that is available. The system supports up to
six Hunt Groups.
Extension Name Display
The user’ name and extension number is displayed on the phone display.
External Hotline
When a user lifts the handset of an external hotline, a predetermined outside number is dialed automatically.
The external number might be, for example, a frequently called service bureau. The external hotline must be a
single line telephone, not a system telephone, and should not have a dial pad.
Fax Machine Extensions
Allows you to connect your fax machine to your system, allowing you to share network facilities.
Flexible Dial Plan
Through Manager, the system defaults to a fixed 2-digit dial plan (extensions 10 – 57); but can be changed to
a flexible 3-digit dial plan (extensions 100 – 599).
Group Calling - Ring / Page
Use this feature to ring, page, or transfer calls simultaneously to all of the extensions in any one of four Calling
Groups. (G represents a Calling Group number from 1–4.) When paging, you hear a beep and can begin
speaking. Your voice is heard on the speakers of all idle system telephones in the selected Calling Group. The
first extension to answer the call (on ETR sets - by picking up the handset or pressing SPEAKER, on 1400
Series sets - or by pressing the ANSWER softkey on the display) is connected to the caller.
You can group page employees for general announcements; this is an inexpensive alternative to a paging
system.
Group Hunting - Ring / Page
Use this feature to distribute call volume among extensions in a group, to off-load call activity from a single
user. When an intercom or transferred call is placed to a Hunt Group (where G is a Hunt Group number from
1–6), the system rings or voice-signals the first available extension in the group, passing over busy extensions
(or those with Do Not Disturb on) in a circular hunt. If a ringing call is not answered within three rings, the call
moves to the next available extension, and so on, until the call is answered or the caller hangs up.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 41
Issue 26.N (Friday, April 05, 2013)
For a voice-signaled call, only the first available extension is signaled; if that extension does not answer, the
call does not keep hunting. After an extension receives a Hunt Group call, the next call to the Hunt Group will
not ring or voice-signal that extension first unless all other extensions in the group are busy or do not answer.
Group Pickup
Use this feature to answer any outside, intercom, or transferred call ringing at an extension in a Pickup Group
(where G is a Pickup Group number from 1–4). When a call rings at an extension that is in a Pickup Group, you
can answer the call at any extension without knowing which extension or line is ringing and without being in
the same Pickup Group. The system can have up to four Pickup Groups.
Hold Reminder
If a call is left on hold for longer than a specified period, the extension will ring back, alerting you that the call
is still on hold. This ring continues to sound until the held call is retrieved, or until the caller hangs up.
Hot Dial
This feature enables a user to start dialing a number without first pressing the speaker button or going off-
hook.
Hotline
This feature allows designated extensions to automatically place an intercom call to another designated
extension, when it goes off-hook.
Intercom Dial Codes
·‘I’ represents the INTERCOM button.
·‘XX’ represents a system extension number.
·‘G’ represents a single-digit group number.
·‘LL’ represents a system line number.
Intercom Dial
Code
Feature
I6XX
Call Pickup
I66G
Group Pickup
I68LL
Direct Line Pickup—Active Line
I70
Loudspeaker Paging
I*70
Simultaneous Paging
I7G
Group Calling—Ring
I*7G
Group Calling—Page
I77G
Group Hunting—Ring
I*77G
Group Hunting—Voice Signal
I8LL
Direct Line Pickup—Idle Line
Intercom Dial Tone
Use this feature to determine the type of dial tone that the system provides at an extension. It may be
necessary to change this setting to Machine (outside line) dial tone for an auto-dialing device, such as a fax or
modem, that has trouble making calls. For example, if you have a modem that checks for outside line dial tone
before dialing, use this procedure to change from Regular to Machine dial tone.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 42
Issue 26.N (Friday, April 05, 2013)
Intercom Manual Dialing
Users can make an internal call to another extension by ringing it (dialing its extension number) or voice
signaling the extension by prefixing the extension number with a *.
Line Coverage Extension
Use this feature to identify an extension as the “owner” of a specific outside line, so the extension can activate
Call Coverage or VMS Cover for that line.
Line Ringing Options
This feature specifies the options: Immediate Ring, Delayed Ring or No Ring for incoming calls on a line
appearance programmed on the extension.
Log All Calls
Up to three extensions can be designated to log all calls, both answered and unanswered, regardless of where
they terminated in the system.
Message Alert Notification
Message Alert Notification allows any ETR or Digital telephone, programmed with Auto Intercom buttons, to
see which users have new messages waiting in their mailbox.
When the Message Alert Notification button is pressed, the DSS/BLF buttons programmed on the user’s
telephone will display a flashing red LED when the associated user has new voice mails waiting.
This feature may be left on at all times or deactivated by pressing the Message Alert button again.
Music on Hold
Connect an audio source to the Music-On-Hold port on the processor module so that a caller hears music when
placed on hold when the Music-On-Hold feature has been activated.
Network Time Synchronization
Use this feature to specify whether you want to synchronize the system clock with the network time delivered
by your service provider over Caller ID. If Network Time Synchronization is set to Active, the system will use
the network time provided by your service provider; if it is set to Not Active, the system will use the time
provided by its system clock.
Night Service
When Night Service is on and a call comes in, all extensions in the Night Service Group ring immediately,
regardless of normal Line Ringing settings.
One-Touch Transfer
This feature allows a user to automatically transfer a connected call with one-touch -- by pressing a pre-
programmed Auto Dial Intercom for the destination extension. (The Transfer button is not used.)
·The transfer is completed when the transferring station goes on-hook, or touches the Transfer button
or Complete soft-key.
·The user initiating the transfer is able to consult and complete the transfer or blind transfer after
successfully initiating a one-touch transfer.
The LEDs at the phone initiating the transfer, as well as other appearances of the call in the system, behave
the same as if the user touched the Transfer button to initiate the transfer.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 43
Issue 26.N (Friday, April 05, 2013)
Paging Features
·Loudspeaker Paging - Users can initiate a call (either manually dialed or intercom auto dialed) to an
extension connected to an analog station port that connects them to an external loudspeaker paging
system.
·Simultaneous Paging is a feature that pages both the external loudspeaker paging system (via the
paging port) as well as voice signals all of the extensions in Calling Group 1.
PBX Mode
The system can operate in Key System mode (default) where all lines appear on all telephones; or can be
administered to operate in PBX-mode. PBX-mode provides 3 Intercom buttons per telephone which work
similar to System Access buttons (provides intercom dial tone, d1al 9 to access an outside line).
Note: On PARTNER ETR sets, the system provides 2 Intercom buttons per telephone.
Personal Line Termination
Allows you to assign a line / lines to specific extension / extensions.
Personalized Station Ringing
Allows you to assign a personalized ring pattern to an extension
POTS (Plain Old Telephone Set) Support
POTS (single line analog telephones) are supported on the system. They are connected to an analog station
port on the Combo module; a port on the Phone-2, Phone-8 or Phone-16 module, or to an ETR port.
Privacy
Privacy prevents other users from joining on your call.
Recall
Use this feature to send a timed switch hook flash over the telephone line to “recall” a new dial tone or to
access certain central office features, such as Call Waiting or 3-way calling.
Redialing Features
There are two features which offer redial functionality:
·Last Number Redial (FEATURE 05): Last Number Redial redials all digits dialed on the last outside call
except account codes.
oOn 1400 Series telephones, there is a fixed Redial button, which allows you to scroll through and
redial the last 20 number called from that telephone set.
·Save Number Redial (FEATURE 04): Saves into temporary memory the last outside number (up to 28
digits) dialed from a system telephone. Use this feature to save a number before you hang up on a
busy or unanswered call. Once saved, the number can be redialed at any time. The number stays in
memory until a different one is saved.
Remote Call Forwarding / Mobile Twinninng
Remote Call Forwarding is supported. This feature (FEATURE 11) allows a user to send internal and external
calls destined for a particular extension to an external phone number (off the system) over an analog trunk.
Remote Call Forwarding will not alert the internal extension, but immediately sends the call out to the
predefined number.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 44
Issue 26.N (Friday, April 05, 2013)
Remote Access to the Built-in Modem
This feature allows for unattended access to the built-in modem (x76) by calling into the system:
·by a DID number, or
·by transferring to the modem via the Automated Attendant.
When an Automated Attendant Selector code with the "Transfer To Number" action has the modem as its
destination, the system will transfer the call to the built-in modem.
Ring on Transfer
This is used to specify what the caller hears while they are being transferred. If Ring on Transfer is set to
Active, callers hear ringing while they are being transferred; if it is set to Not Active callers hear beeps or
Music on Hold if this is activated and a music source is connected to the system.
Ringing Line Preference
When an extension is on-hook and the extension is ringing, the user simply goes off-hook to answer the call
and is automatically connected to the ringing call. If more than one call is alerting, the system automatically
connects the user to the longest ringing call.
SD Card Start-up / Shut Down via TUI
A new TUI command is provided to shut down and restart the system SD card slot and the optional SD card
slot, without shutting down the entire system. This allows for removal and reinstallation of the system SD and
optional SD cards.
Speed Dial Options
The system supports the following types of Speed Dialing:
·Personal Directory - 1400 and 9500 Telephones only
Each user can store up to 20 frequently-dialed names and numbers in their extension. Personal
Directory numbers can be dialed quickly by pressing CONTACTS and dialing the first few letters of the
person’s name. Personal Directory numbers programmed for a particular extension are for use only at
that extension.
·Personal Speed Dial (FEATURE 80 – 99) – ETR and Analog Telephones only.
Each user can store up to 20 frequently-dialed numbers (no name) in their extension. Personal Speed
Dial numbers can be dialed quickly by pressing FEATURE (or # at intercom dial tone on a single-line
telephone) and the two-digit speed dial code from 80 through 99. The Personal Speed Dial numbers
programmed for a particular extension are for use only at that extension.
On analog telephones, a user will press the # key (instead of the Feature key) then dial the 2-digit number.
·System Speed Dial – 1400 and 9500 Telephones only
System Speed Dialing is a shared list of up to 100 frequently-dialed names and numbers (FEATURE
600 – 699). All users on the system may use these numbers by pressing CONTACTS and dialing the
first few letters of the party’s name.
·System Speed Dial (FEATURE 600 – 699) – ETR and Analog Telephones only.
System Speed Dialing is a shared list of up to 100 frequently-dialed numbers (no name) up to 28
characters in length. All users on the system may dial a System Speed Dial number by pressing
FEATURE (or # at intercom dial tone on a single-line telephone) and the three digit speed dial code,
from 600 through 699.
Station Lock / Unlock
Station Lock helps to prevent unauthorized people from making outside calls from extensions. Users enter a
four-digit code on their telephone dialpad to “lock” your extension. To unlock the phone, the user enters the
identical code.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 45
Issue 26.N (Friday, April 05, 2013)
Station Message Detail Reporting (SMDR)
SMDR is a call reporting feature that provides records of call activity. It is commonly used in many types of
business, including Legal, Contact Centers, Sales and Real Estate. Call reporting information allows users to:
·Detect any unauthorized calls.
·Bill clients or projects.
·Bill back by department.
·Reduce telephone costs by identifying the need to change telecommunications services
·Print Caller ID information.
The output is generally sent to a PC running an optional Call Accounting software package.
System Groups
The system supports the following types of groups:
·Pickup Groups (4 Groups) (INTERCOM 6xx)
When a call rings at an extension assigned to a Pickup Group, a user at any other extension in the
system can answer the ringing call by dialing the Pickup Group code. The Pickup Group feature helps
when a user needs to answer calls on lines or pools not assigned to his or her telephone.
·Calling Groups (4 Groups) (INTERCOM 7x / *7x)
A Calling Group is a group of extensions that can be called at the same time. Any user in the system
can ring or page all extensions in a Calling Group at the same time or transfer a call to a Calling
Group. The first extension to pick up the call is connected to the caller. A typical use of this feature is
to have callers ring into a Calling Group of sales representatives, or to create a “Page All” group.
·Hunt Groups (6 Groups) (INTERCOM 77G / *77G)
When extensions are in a Hunt Group, an incoming call searches or “hunts” for the first available
extension.
·Night Service Group (1 Group) (#504)
When Night Service is activated and a call comes in, all extensions assigned to the Night Service
Group ring immediately, regardless of normal Line Ringing settings.
System Password
Allows you to define a four-digit password that users can enter from system telephones to override dialing
restrictions (if the extension has access to an outside line) or turn Night Service on and off. Not available on
analog telephones.
Transfer / Transfer Return
You can transfer calls to an extension or group using the TRANSFER button on a system telephone or the
switchhook on a single-line telephone.
Transferred calls return to the originating extension if they are not answered. You also can program the
number of times a transferred call rings before it returns to an extension.
Transfer Return to a Programmable Extension
This feature provides an option to re-route unanswered transferred calls to an alternate extension.
·Programmable on a per extension basis.
·The existing System Programming option, Transfer Return Rings, will be used to indicate when
transferred calls are returned to the Transfer Return extension.
If a call is routed to a transfer return extension and there are no available intercom appearances to terminate
the call, the call will continue to alert at the transfer destination until the transfer return extension becomes
available.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 46
Issue 26.N (Friday, April 05, 2013)
The default value for each transfer return extension is its own extension.
Unique Line Ringing / Override Line Ringing
This feature allows users to differentiate by sound which line is ringing by assigning a ring pattern to it. Once a
ring pattern is assigned to a line, incoming calls on that line ring with the assigned ring pattern.
·Eight ring patterns are available.
·Unique Line Ringing does not apply to DID calls because the channel used is not guaranteed.
·The default is pattern 1.
If the Override Line Ringing feature is active, then incoming calls on a line that ring at an extension ring with
the configured extension ring pattern.
Visual Voice Messaging
Supported on 1400 and 9500 digital telephones only. Allows the user to manage their voice mail messages via
their display. Features supported include:
·access new /old / saved messages.
·next and previous message.
·fast forward and rewind.
·pause message.
·save, delete and copy message to other users of the system.
·change default greeting.
·change password.
·change message status from old / saved to New.
Voicemail Options
·Bypass Greeting
oAfter a call goes to an extension's voice mailbox, the caller can press the 1 key to bypass the
mailbox greeting and begin recording a message.
·Change Message Status to New (*06)
oThis feature provides the ability to change the status of a message from Old or Saved to New.
oUsers can dial *06 at any time after the Old or Saved message begins to play through the 3
second pause after the caller information portion of the message.
·The message is moved to the queue of New messages.
oWhen a message is marked as New, the system does not initiate a new Voicemail to Email
message, but the extension's message waiting light is illuminated.
·Choice of Language
oEach Auto Attendant can have a primary language assigned to it. The language applies to the
pre-recorded prompts available to that Auto Attendant. This overrides the system language
setting.
oThe per-extension Display Language setting will also override the system language and change all
the displays, pre-recorded greetings, and prompts to the chosen language.
·End of Recording options
oWhen a caller has finished leaving a message in an extension's mailbox, the caller can touch the
# key to signal the end of recording of the message.
oIf the message is less than 3 seconds, the system will play the following prompt: "Message too
short. Deleted. Goodbye."
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 47
Issue 26.N (Friday, April 05, 2013)
oIf the message is longer than 3 seconds, the system will play the following prompt: "Your
message has been sent. Goodbye."
·Outcalling Notification
oIf you use the Outcalling option, Embedded Voicemail will call the number which you have
programmed to signal that a new message has arrived in your mailbox.
·Each user can have 1 number programmed for outcalling notification.
·The system will make up to 3 attempts (in 5-minute intervals) to contact the user.
·After 3 attempts, outcalling notification will cease until another new voice message arrives.
·Phantom Mailboxes
oProvides voice mailbox support for all extensions (10-57), without requiring the physical
hardware to be present. Extensions without hardware are called phantom extensions.
·Note: Ports 7 and 8 of an ETR-6 module can be used for phantom extensions even though
you cannot plug a phone into them.
oCalls to a phantom extension go directly to voice mail.
·DTMF breakout service can be used to transfer the call.
oPhantom voice mailboxes:
·Default like a normal mailbox.
·Can be accessed remotely if the remote access feature of the mailbox is enabled.
·Voicemail to Email can be activated for a phantom mailbox via the Simplified Manager.
VMS Cover
Allows you to turn VMS Cover on and off, routing unanswered intercom and transferred calls for users'
extensions to the Call Answer Service of the voice messaging system after the specified number of rings.
VMS Cover Ring Interval
Allows you to define the number of times a call rings before it is sent to a user’s voice mailbox.
VMS Hunt Delay
Allows you to determine when outside calls should be answered by the Automated Attendant of the voice
messaging system. You can set the system for any number of rings, 0–6. Assigning more rings gives the
operator an opportunity to answer calls before they go to the Automated Attendant.
VMS Hunt Delay is programmable on a per-line basis. In addition, you can program this feature so that calls
can be handled one way during the day and a different way when the system is in Night Service.
VMS Hunt Schedule Interval
Allows you to determine when outside lines are covered by the Automated Attendant. Options include all the
time, only during Day operation (Night Service is off), or only during Night operation (Night Service is on).
Voice Mailbox Transfer - Direct
Allows you to transfer a call directly into a user's voice mailbox without ringing their extension.
Voice Messaging
The system has Embedded Voicemail included as standard. All extensions are automatically assigned a
mailbox.
Embedded Voicemail also provides:
·A 2-port, single level Automated Attendant
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 48
Issue 26.N (Friday, April 05, 2013)
·Separate Morning, Afternoon, Evening and Out of Hours menu greetings with time profiles
·Dial by Name capability
·Variable hours of storage:
o2-ports = 15 Hours
o4-ports = 20 Hours
o6-ports = 25 Hours
·Up to three minutes per message
·Fast Forward, Rewind, Replay and Skip capability
·Voicemail to e-mail capability
·Remote message retrieval
·Visual Messaging (on digital telephones only)
Wake-Up Service
This feature allows a system phone (x10) to set a Wake-up Call on behalf of another user.
·When a Wake-up Call is scheduled, the system will place an intercom call to the target extension at
the scheduled time.
oWake Up calls ring for approximately 30 seconds (and overrides DND).
oIf the target extension is busy on a call or has an alerting call, the Wake Up call is delivered to
the phone as an intercom call.
oIf the Wake Up call is answered, the user will hear Music On Hold if it is active; otherwise, they
will hear silence.
oIf the Wake Up call is not answered, the system will make a 2nd attempt 5 minutes later.
·If the call is not answered after the 2nd attempt, then the Wake Up call is abandoned.
oA scheduled Wake Up call occurs once in a 24 hour period.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 49
Issue 26.N (Friday, April 05, 2013)
Chapter 3.
IP Office Basic Edition
Norstar® Mode
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 50
Issue 26.N (Friday, April 05, 2013)
3. IP Office Basic Edition Norstar® Mode
The IP Office Basic Edition – Norstar® Mode (hereafter referred to as Norstar Mode) continues the evolution of
communications systems for small businesses.
Norstar Mode is designed to work directly out of the box without any programming or administration, allowing
users to immediately make and place calls via analog trunks.
Norstar Mode provides the end user a similar desktop experience as the PARTNER ACS: e.g. 2 dedicated
intercom buttons, key system functionality, Caller ID, etc. This helps minimize training requirements and
provides the end user with the same comfort level they have come to expect with the PARTNER ACS system.
Norstar Mode provides the bulk of the feature set that the PARTNER ACS R8 supported; plus integrates
enhanced features from the IP Office Essential Edition platform, such as Mobile Twinning, Visual Voicemail, 64-
party Conferencing, SIP Trunking, Full PRI/T1 and more.
Norstar Mode provides the same 2-digit extension numbering plan as PARTNER ACS (default), and now
supports a 3-digit flexible numbering plan (extensions 100 – 599).
Norstar Mode supports all T-Series and M-Series Nortel telephones, the 1400 Series digital telephones, the
7406E and digital Mobility Wireless products, as well as most analog devices (fax, wireless headsets, analog
telephones). The original MLS Series telephones and older wireless telephones are not supported.
Norstar Mode also supports a new line of Avaya 9500 Series digital telephones.
Norstar Mode includes Embedded Voicemail; providing a 2-port Automated Attendant (upgradeable to 6-ports)
and voice mail coverage activated for all telephones. Embedded Voicemail offers a variable number of hours of
storage:
·2-ports = 15 hours of storage
·4-ports = 20 hours of storage
·6-ports = 25 hours of storage
System Capacities
Norstar Mode supports larger telephone and trunk capacity as follows (may not be attained simultaneously):
·100 Telephones:
·Up to 100 digital
telephones
·Up to 100 analog
telephones
·64 Trunks:
·Up to 32 analog CO lines
·Up to 12 BRI channels
·1 PRI/E1 (30 lines)
·Up to 20 SIP lines
IP Office Basic Edition A-Law
When the IP500 V2 containing a IP Office A-Law SD card is first started, it will boot-up as "Basic Edition",
which has the same look and feel as Norstar Mode, e.g.: out of the box operations, two intercom buttons, key
system functionality, voice mailboxes on all telephones, TUI programming support, etc. "Basic Edition" makes
starting and using the system quick and easy.
Users who need full IP Office Essential Edition functionality can apply the Essential edition license and the use
Manager to change mode from "Basic Edition" to "Essential Edition". Once the system reboots, it re-starts as
"Essential Edition."
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 51
Issue 26.N (Friday, April 05, 2013)
System Programming
System programming is accomplished in two ways:
·Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same
administration codes as the Norstar system.
·Web Manager (GUI) – IP Office Web Manager is a new browser based management tool (replacing
Simplified Manager) designed to simplify the installation and maintenance process by providing an
intuitive and user-friendly management tool that runs on most standard browsers. The new IP Office
Web Manager eliminates the need to have windows operating system as it can run on any device that
supports standard browsers.
Web Manager main screen
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 52
Issue 26.N (Friday, April 05, 2013)
Hardware
Control Unit
Norstar Mode software runs on the IP500 V2 control unit. A Norstar Mode SD card or IP Office Essential Edition
A-Law SD card is required and is installed in the rear of the control unit, providing operating software, Feature
Key, Licenses and directs the system to boot up in Norstar mode or Quick Mode. An optional SD card may be
installed in the optional SD card slot, providing redundant backup and system upgrade capabilities.
The front of the IP500 V2 Control Unit has 4 expansion bays, which supports the following system modules:
·Combination Card – Analog Trunks
The Combination Card provides 6 digital station (DS) ports (Ports 1-6); 2 analog station ports (Ports
7-8); 4 CO line ports (Ports 9-12) and 10 voice compression channels.
·Combination Card – BRI Trunks
The Combination Card provides 6 digital station (DS) ports (Ports 1-6); 2 analog station ports (Ports
7-8); 2 BRI trunks (Ports 9 & 10, each trunk providing 2B+D digital channels) and 10 voice
compression channels.
Note: The system supports a maximum of two Combination Cards of either type.
·DS8 Card (Max 3 per system)
The DS8 Card provides 8 digital station ports (Ports 1-8); and supports (1) of the following optional
trunk cards: ATM4, BRI4 (supports 2 BRI trunks via ports 9 & 10), BRI-8 (supports 4 BRI trunks via
ports 9-12), or a PRI/E1. This card supports only the 1400 and 9500 Series telephones.
Note: Each BRI trunk provides 2B+D digital channels.
·TCM8 Card (Max 4 per system)
The TCM-8 Card provides 8 digital station ports (Ports 1-8); and supports (1) of the following optional
trunk cards: ATM4, BRI4 (supports 2 BRI trunks via ports 9 & 10), BRI-8 (supports 4 BRI trunks via
ports 9-12), or a PRI/E1. This card supports only Norstar T-Series and M-Series telephones.
Note - each BRI trunk provides 2B+D digital channels.
·Phone 2 (Max 4 per system)
The Phone 2 module provides two additional analog station ports and supports one of the following
optional trunk cards: ATM4, BRI4, BRI8 or PRI/E1.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 53
Issue 26.N (Friday, April 05, 2013)
·Phone 8 (Max 4 per system)
The Phone 8 module provides eight additional analog station ports and supports one of the following
optional trunk cards: ATM4, BRI4, BRI8 or PRI/E1.
Expansion Modules
Norstar Mode supports following expansion modules:
·DS16 – provides additional 16 digital station ports (1400 and 9500 Series telephones only)
·DS16A – provides additional 16 digital station ports (Norstar T-Series and M-Series telephones only)
·ATM 16 (Limit 1 per system) – provides additional 16 analog CO lines
·Phone 16 – provides additional 16 analog station ports
·Phone 30 – provides additional 30 analog station ports
·DS30 – provides additional 30 digital station ports (1400 and 9500 Series telephones only)
·DS30A – provides additional 30 digital station ports (Norstar T-Series and M-Series telephones only)
Trunk Cards
Norstar Mode supports the following trunk cards, which are mounted on any DS8, TCM8, Phone 2 or Phone 8
base card:
·ATM4 – provides four analog CO line ports. Supports Caller ID.
Limit 4 ATM4 cards per system.
·PRI/E1 – supports full PRI or T1.
Limit 1 PRI/E1 card per system
·BRI4 – provides two BRI trunks. Each BRI trunk provides 2B+D digital channels.
Limit 4 BRI4 cards per system.
·BRI8 – provides four BRI trunks. Each BRI trunk provides 2B+D digital channels.
Limit 1 BRI8 card per system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 54
Issue 26.N (Friday, April 05, 2013)
Telephones
Norstar Mode supports the following telephones:
·1400 Series digital telephones
·9500 Series digital telephones
·Norstar T-Series and M-Series digital telephones
·Wireless telephones
·Analog "POTS" telephones
1400 Series telephones
The following 1400 Series telephones are supported.
·1416 Display Telephones
·1408 Display Telephones
·1403 Display Telephone
·DBM32 Button Module
Programmable Buttons
As well as the usual dialing keys, Avaya 1400 digital telephones have dedicated function buttons like Mute,
Volume, Hold, Conference and Transfer. In addition to these, there are keys that can be programmed with a
range of selected special functions. These keys can be used for calling other extensions on the system (Direct
Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features
such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled.
Button programming is done through the TUI or Simplified Manager as part of the system configuration.
23
24
25
28
29
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 55
Issue 26.N (Friday, April 05, 2013)
9500 Series telephones
The following 9500 Series telephones are supported.
·9504 Display Telephone
·9508 Display Telephone
·BM12 Button Module
9504
9508
BM12
Programmable Buttons
The Avaya 9500 Series telephones are "paper label free," providing programmable labels in the display. The
9504 has four buttons (with Red & Green LED’s) and has two "pages" providing a total of 12 programmable
buttons. The 9508 has eight buttons (with Red and Green LED’s) and has two "pages" providing a total of 24
programmable buttons.
As well as the usual dialing keys, Avaya 9500 digital telephones have dedicated function buttons like Mute,
Volume, Speaker, Headset, Call Logs and Contacts. In addition to these, there are keys that can be
programmed with a range of selected special functions. These keys can be used for calling other extensions on
the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to
controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is
enabled.
Button programming is done through the TUI or Simplified Manager as part of the system configuration.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 56
Issue 26.N (Friday, April 05, 2013)
Norstar T-Series and M-Series telephones
The following Norstar telephones are supported on PARTNER Mode:
·T-Series Telephones: T7316E, T7208, T7100, T7000 and the T24KIM (not shown)
·M-Series Telephones: M7324, M7310 and the CAP/KLM Button Module
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 57
Issue 26.N (Friday, April 05, 2013)
Wireless Telephones
T7406E Wireless
Digital Mobility 7400/4100 Series Wireless
Analog "POTS" telephones
The system supports a wide variety of industry standard analog telephones and devices, for example: fax
machines, credit card readers; wireless headsets, cordless telephones.
Analog devices are connected to the system:
·To one of the analog ports on the Combination Card
·Via a Phone 2 or Phone 8 Module
The major features work the same, regardless how they are connected: e.g. Hold, Conference, Transfer, Call
Waiting, Message Waiting, Incoming Caller ID.
Analog telephones have access to all dial-code features familiar to PARTNER users: e.g. Call pickup, Line
pickup, Call Forwarding activation/deactivation, etc.
Analog telephones connected to a phone module or Combination Card default to intercom dial tone. To place
an outgoing call, the user will dial 9. Analog telephones connected to an ETR module follows programmed
Automatic Line Selection.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 58
Issue 26.N (Friday, April 05, 2013)
System Administration
The Norstar Mode and IP Office Basic Edition A-Law can be programmed in the following ways:
·Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same administration
codes as the Norstar system.
TUI programming is an alternate way to do System Administration and Programming on the Norstar
Mode. It is based on the Norstar TUI, but with improvements.
Using TUI System Administration on ETR, 1400, 9500 and select Norstar telephones, the buttons
under the display become soft-keys which are used to navigate and change the administration items.
There are also shortcut codes which enable the administrator to jump to particular administration
items.
Centralized Programming is similar to System Administration, but it is used to administer buttons and
other options for any telephone in the system.
Individual Programming continues to be supported, allowing the telephone user to program buttons
on their telephones.
·Web Manager (GUI) – IP Office Web Manager is a new browser based management tool designed to
simplify the installation and maintenance process by providing an intuitive and user-friendly
management tool that runs on most standard browsers. The new IP Office Web Manager eliminates
the need to have windows operating system as it can run on any device that supports standard
browsers.
Web Manager main screen
For off line configuration, Upgrades, back-up and restore it is recommended that Manager continues to be
used.
"Simplified Manager" is a PC GUI application inherent to the IP Office Manager application. Although system
administration can be completed via either the TUI or GUI method; some advanced features such as SIP and
PRI/E1 administration require the Manager application.
When you execute Manager, the program searches for any IP500 V2 units running Norstar Mode on your
network and will automatically connect using the default login and password. You are then presented with a
"Simplified Manager" Screen:
60
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 59
Issue 26.N (Friday, April 05, 2013)
By using the system hyperlinks, you are able to quickly and easily administer the Norstar Mode system in a
short time. Further details can be found in the IP Office Norstar Mode Manager documentation guide posted on
the Avaya Support website.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 60
Issue 26.N (Friday, April 05, 2013)
Application Programming Interface (TAPI)
Application Programming Interface (TAPI) allows new and existing server-based applications from Avaya’s
Developer Connection (DevConnect) program to work with and enhance the operation of the system. The
current requirement is to support a screen pop type application called “Pickup IP” which is also supported on
IP Office.
The TAPI API only supports 1st Party TAPI applications.
System Programming Procedures
Code
Feature
Code
Feature
#101
System Date
#321
VMS Cover Rings
#103
System Time
#322
Remote Call Forwarding
#104
Number of Lines
#323
Personalized Station Ringing
#105
Transfer Return Rings
#399
Copy Settings
#107
Recall Timer Duration
#401
Outgoing Call Restriction
#109
Outside Conference Denial
#402
Toll Call Prefix
#119
Ring on Transfer
#403
System Password
#123
Backup Programming—Automatic
#405
Disallowed List Assignments
#124
Backup Programming—Manual
#406
Emergency Phone Number List
#125
Restore Programming
#407
Allowed Phone Number Lists
#126
Automatic Daylight/Standard Times
#408
Allowed List Assignments
#127
Hold Reminder Tone
#409
Forced Account Code List
#128
Network Time Synchronization
#501
Pickup Group Extensions
#203
Hold Disconnect Time
#502
Calling Group Extensions
#205
Direct Extension Dial Lines
#503
Night Service Button
#206
Group Call Distribution
#504
Night Service Group Extensions
#208
Line Coverage Extension
#505
Hunt Group Extensions
#301
Line Assignment
#506
VMS Hunt Delay
#303
Display Language
#507
VMS Hunt Schedule
#304
Automatic Extension Privacy
#601
Fax Machine Extensions
#305
Abbreviated Ringing
#602
Music-On-Hold
#306
Transfer Return Extension
#603
Hotline
#307
Forced Account Code Entry
#604
Doorphone Extension 1
#308
Distinctive Ring
#605
Doorphone Extension 2
#309
Intercom Dial Tone
#606
Doorphone Alert Extensions
#310
Automatic VMS Cover
#610
SMDR Output Format
#311
External Hotline
#612
Contact Closure Group
#316
Call Waiting
#613
Contact Closure Operation Type
#317
Caller ID Log Answered Calls
#617
Loudspeaker Paging Line
#318
Caller ID Call Log Line Association
#728
System Reset—Programming Saved
#320
Call Coverage Rings
#730
Remote Administration Password
Centralized Telephone Programming
Extensions 10 and 11 can program other extensions on the system from their telephones.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 61
Issue 26.N (Friday, April 05, 2013)
System Features
The system provides the majority of the feature set that the Norstar PARTNER ACS R8 supports. A listing of
the built-in features is detailed below. Feature descriptions can be found on the following pages. TUI Feature
Programming Codes (if applicable) are also provided.
911 Emergency Dialing
Direct Line Pickup Features
PBX Mode
Abbreviated Ringing
Display
Personal Line Termination
Absent Text
Display Language
Personalized Station Ringing
Absent Text Message Inspect
Display SD Card Feature Key ID
POT Support
Account Codes
Display System IP Address
Privacy
Allowed/Disallowed Lists
Display System Release
Recall
Application Programming Interface
(TAPI)
Distinctive / Differentiated Ring
Redialing Features
Attendant/Operator Positions
Do Not Disturb (Send All Calls)
Remote Call Forwarding / Mobile
Twinning
Auto Attendants - Emergency
Greeting
Do Not Disturb Override
Remote Access to Modem
Auto Attendants - Multiple
Doorphones (max of 2)
Ringing Line Preference
Automatic Callback
Emergency Phone Number List
Ring on Transfer
Automatic Daylight Savings Time
External Hotline
SD Card Startup / Shut Down via TUI
Automatic Extension Privacy
Extension Hunt Groups
SMDR
Auto Dialing
Extension Name Display
Speed Dial Features
Automatic Line Selection
Fax Machine Extensions
Station Lock/Unlock
Automatic VMS Coverage
Feature Button
Sub-Menus (see Auto Attendants)
Backup Failure Alarm
Flexible Dial Plan
System Password
Backup Programming Automatic
Group Calling – Ring/Page
System Groups
Backup Programming Manual
Group Hunting – Ring/Voice
Signal
Transfer / Transfer Return
Bridging (Joining Calls)
Group Pickup
Transfer Return to Programmable
Extension
Call Coverage
Hold
Unique Line Ringing with Override
Call Forwarding - Internal
Hold Release on Abandon
VMS Cover Button
Call Log (Digital Sets only)
Hold Reminder Tone
VMS Cover Ring Interval
Call Logs (ETR sets)
Hot Dial
VMS Hunt Delay
Call Pickup
Hotline
VMS Hunt Schedule
Call Timer
Idle Intercom Timeout
Voicemail
Call Timer Continuity
Intercom Manual Dial
Bypass Greeting
Call Waiting
Intercom Dial Tone
Change Message Status to New
Caller ID Features
Line Coverage Extension
Choice of Language
Cell Phone Connect
Line Ringing Options
End of Recording Options
Centralized Telephone Programming
Message Alert Notification
Outcalling Notification
CO Disconnect Time
Music On Hold
Phantom Mailboxes
Conference Drop
Network Time Synchronization
Voicemail to E-mail
Contact Closure Support
Night Service
Voice Mailbox Transfer – Direct
Copy Settings
On Hook Dialing
Voice Messaging
Direct Inward Dialing (DID)
One Touch Transfer
Visual Messaging
DID to Auto Attendant
Paging Features
Wake-up Service
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 62
Issue 26.N (Friday, April 05, 2013)
911 Emergency Dialing
911 Emergency Dialing can be made from any extension, regardless of any restrictions.
Abbreviated Ringing
This feature activates or deactivates Abbreviated Ringing at the system telephone at a specific extension.
When you are on a call and Abbreviated Ringing is Active, any incoming call rings only once. The green light
next to the line button flashes until the call is answered or the caller hangs up (or for a transferred call, until
the call returns to the transfer return extension).
This feature prevents incoming calls from distracting you when you are busy on another call. To allow calls to
ring repeatedly, set Abbreviated Ringing to Not Active.
Absent Text Messaging
This feature allows you to post a message (such as "Do Not Disturb" or "Away from desk") on the display of
your PARTNER ETR or digital system telephones. When another extension calls your extension, your active
Absent Text Message appears on the caller’s display.
The system provides 15 pre-defined messages, plus 2 that may be customized by each user. Pre-defined
messages include:
Back Soon
Back Tomorrow
Do Not Disturb
On Vacation
Out to Lunch
At Home
Away from Desk
Be Right Back
Please Call
On Holiday until
Meeting until
Don’t disturb until
With visitors until
With cust. til
At lunch until
Absent Text Message Inspect
The Inspect feature is a soft-key option, and allows you to remotely inspect the active Absent Text Message at
another user’s extension.
Pressing the Absent Text Message button will provide you with an INSP option in the display. Press the button
associated with the Inspect option and you are prompted to dial the extension number or press the Auto
Intercom button you wish to view. When you do, the active message for that user is displayed.
Account Code Entry
Account Code Entry (ACE) is used to enter an account code (up to 15 digits) for an incoming or outgoing call
currently being handled.
The Account code is printed in the SMDR record for the call for the customer to use for cost tracking purposes.
There are two different ways the feature can be used:
·Voluntary — Account Code Entry is optional.
·Forced – Account Code Entry is mandatory before dialing on an idle CO facility.
Forced account codes are validated against a list of pre-defined account codes which is created via the
Manager application.
Allowed Lists / Disallowed Lists
Allowed Lists Use this feature to specify telephone numbers that users can dial regardless of other dialing
restrictions, as long as they have access to an outside line. For example, if you restrict an entire category of
calls through Disallowed Phone Number Lists (#404), you can permit calls to a specific number in that
category by placing that number on an Allowed Phone Number List.
The System Administrator can create up to eight Allowed Phone Number Lists of up to 10 telephone numbers
each.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 63
Issue 26.N (Friday, April 05, 2013)
Disallowed Lists allow you to specify telephone numbers that users cannot dial. For example, you may want
to prevent calls to a specific telephone number or to categories of numbers, such as international numbers.
The System Administrator can create up to eight Disallowed Phone Number Lists of up to 10 telephone
numbers each.
Allowed and Disallowed Phone Numbers can be up to 12 digits long and may include 0–9, #, *, and ‘hold’ (a
wildcard character, displayed as “!”).
Attendant Positions
Extension 10 and Extension 11 serve as system attendant positions. TUI System Administration can only be
done at these extensions. Night Service and Unlock capabilities can only be initialized from Extension 10. When
a user dials 0, Extension 10 will ring.
Auto Attendants (Multiple) / Sub-Menus / Emergency Greeting
The system supports up to 9 Automated Attendants / Sub-menus. A sub-menu is the same group of selector
codes as is used in an Auto Attendant.
Each Auto Attendant has its own greeting (Morning / Afternoon / Evening), its own language (English /
French / Spanish), its own set of selector codes (based on its time profile), and separate VMS Hunt and Delay
Schedules.
Each Auto Attendant supports its own Emergency Greeting announcement, which can be remotely recorded
and activated, and plays before the Auto Attendant Greeting.
Each Auto Attendant can be accessed by dialing the appropriate Auto Attendant dial codes (to record
greetings, menu prompts, etc.).
Auto Dialing
Enables a user to dial outside numbers, extension numbers, feature codes or account codes with a single touch
by pressing a programmed button.
Three types of auto dial are supported:
·Auto Dial – Outside
·Auto Dial – ICM (internal extension)
·Auto Dial – ICM Page (voice signaling)
Automatic Callback
When calling an extension that is busy, press the Auto Callback softkey and the system will call you when the
extension becomes free.
Automatic Daylight Savings Time
This feature automatically updates the system clock for annual Daylight Savings Time and Standard Time
changes. Turn this feature off if you live in an area without daylight savings time.
Automatic Extension Privacy
Prevents other extensions with access to the same line from joining a call. Use this feature for extensions
connected to a modem, fax, or any device whose function can be disrupted by someone trying to join it.
Automatic Line Selection
Specifies the order in which the system selects an available line (intercom or outside) when a user at the
extension lifts the handset or presses SPEAKER to make a call without first selecting a specific line button.
For extensions with analog telephones, set Automatic Line Selection to intercom first. This enables analog
telephones to access system features, including intercom calling. When users lift the handsets on analog
telephones, they hear intercom dial tone. To access an outside line, they must dial 9.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 64
Issue 26.N (Friday, April 05, 2013)
Automatic Voicemail Coverage
Use this feature to program a button to turn VMS Cover on and off, routing unanswered intercom and
transferred calls for a users’ extension to the Call Answer Service of the voice messaging system after the
specified number of rings (factory setting is three rings).
Backup Failure Alarm
When an Automatic Backup fails, a ‘Backup Failed’ message is displayed on Extension 10 and 11.
Backup Programming - Automatic
The system does a nightly backup to the system SD card. No manual intervention or external PC is required.
Backup Programming - Manual
The administrator may do a manual system programming backup to the system SD card via the TUI.
Bridging (Joining Calls)
A user can bridge (join) on any active call by pressing the associated CO line button (assuming Privacy is not
active on the originating extension.) When a call is bridged, the red and green LED’s will alternate on all
telephones which are bridged on the call.
Call Coverage
This feature is used to redirect all Intercom, Transferred, DID and outside calls from a user’s extension to
another extension.
When Call Coverage is activated, covered calls are routed to the covering extension after a specified number of
rings.
Call Forwarding - Internal
The Call Forwarding provides a means of redirecting Intercom (ICOM), CO, and Transfer calls from one
extension to another specified extension.
Call Log - Digital Telephones
Call Log is a fixed button on digital telephones and provides a visual record of calls made and received,
including unanswered calls. Details are store for both users (maximum 30 entries) and hunt groups (maximum
10 entries). The method of operation varies according to the phone type but in all cases the call records can be
used for return calls.
Call Logs - ETR Telephones
Use this feature to program extensions to log answered Caller ID calls so that calls answered at an individual
extension can be viewed in the Caller ID Call Log. Once the feature is activated for an extension, when a user
activates the Caller ID Call Logging and Dialing (F23), all Caller ID calls that are answered by that extension
are logged.
Up to 3 extensions can be designated to log all calls, both answered and unanswered, regardless of where they
terminated in the system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 65
Issue 26.N (Friday, April 05, 2013)
Call Timer Display
Displays the duration of a call from the time it was answered.
Call Waiting
Call waiting applies to analog, single line telephones, and applies to the following types of calls:
·Intercom calls
·Transferred calls
·Forwarded calls
·Covered calls
·Outside calls (if the extension has a line appearance of the line)
·Voice Signaled calls
Caller ID Features
The following Caller ID features are supported:
·Caller ID Inspect (FEATURE 17)
Allows you to view Caller ID information for a second call, without disconnecting the current call or
putting it on hold. Use this feature to inspect ringing, active, or held calls.
·Caller ID Name Display (FEATURE 16)
When an incoming call is ringing at a display telephone, both the name and number appear on the
user’s display. The Number is displayed on the top line, and the Name on the 2nd line. In some cases
users may wish to see the Caller ID Name on the top line and the Caller ID Number on the 2nd line.
This feature provides this capability.
CO Disconnect Time (Programmable)
Use this feature to change the hold disconnect time for an outside line. Different telephone companies use
different length signals. The length of the signal is called the CO or Hold Disconnect time. If you place a call on
hold and the caller hangs up, but the call does not disconnect within a minute after the caller.
Conference Drop
On 1400 and 9500 digital telephones, you may choose which specific party you want to drop from a
conference call. On ETR and analog telephones, the last party added to the conference call is automatically
dropped.
Conferencing
The system supports up to 64-party conferencing. A maximum of 2 analog lines can be in any conference call.
Conference calls may consist of combinations of analog lines, digital lines (PRI/T1, SIP), analog telephones,
ETR telephones or digital telephones.
Contact Closure Support for 2 Devices
The IP500 V2 Control Unit has a Contact Closure control jack on the back panel. This is a 3.5 mm stereo jack
that can drive two external adjunct relays.
This feature allows users at eligible extensions to control an external adjunct by entering feature codes at their
system or standard telephone. The port can control a variety of devices, the most common being door strikes,
night bells, lighting, or voice recording systems.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 66
Issue 26.N (Friday, April 05, 2013)
Copy Settings
This feature allows a System Administrator to copy extension-specific programming from one extension to
another. When the Extension Copy operation is performed, the destination extension will have the same
properties as the originating extension.
Extension Copy can only be performed from an Attendant Extension in System Programming Mode or from the
Windows Manager PC application.
Dial Code Features
·‘F’ represents the FEATURE button.
·‘I’ represents the INTERCOM button.
·‘XX’ represents a system extension number.
·‘PP’ represents a Personal Speed Dial code.
·‘G’ represents a single-digit group number.
·‘LL’ represents a system line number.
Feature
Partner Mode Code
Norstar/BCM Code
Do Not Disturb
F01
F85
Do Not Disturb Cancel
F01
F#85
Recall
F03
F71
Save Number Redial
F04
F67
Last Number Redial
F05
F5
Conference Drop
F06
F934 (new)
Privacy
F07
F83
Call Forward
F11
F4
Call Forward Cancel
F11
F#4
Account Code Entry
F12
F900
Voice Mailbox Transfer
F14
F986
VMS Cover
F15
F984
Caller ID Name Display
F16
F933 (new)
Caller ID Inspect
F17
F811
Call Coverage
F20
F932 (new)
Station Lock
F21
F936 (new)
Station Unlock
F22
F937 (new)
Caller ID Log
F23
F812
Hot Dial
F26
F935 (new)
Message Alert Notification
F27
F938 (new)
Absent Message
F28
F931 (new)
Contact Closure 1
F41
F9*41
Contact Closure 2
F42
F9*42
System Release
F590
F9*80
System IP Address
F591
F9*81
SD Card Serial Number
F592
F9*82
System Speed Dial
F6XX (00-99)
F06XX (00-99)
Personal Speed Dial
FXX (80-99)
F*4XX (80-99)
DND Override Numbers
F7XX (00-19)
F07XX (00-19)
Call Transfer
Fixed Button
F70
Voice Announce to Extension
I* + XX
F66 + XX (new)
Call Park to own Extension
Transfer + XX
F74 (new)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 67
Issue 26.N (Friday, April 05, 2013)
Direct Inward Dialing (DID)
Use this feature to have Direct Inward Dialing (DID) numbers on a PRI / T1 or SIP line routed automatically to
a specific extension, hunt group, or calling group. When a Direct Inward Dialing (DID) call arrives, the system
"collects" the digits from the T1 service provider (that is, the number that was dialed) and matches the
number to a DID Mapping Table you created. If the incoming number matches an entry in the DID Mapping
table, the call rings at the matching extension or hunt group.
Direct Inward Dialling (DID) to Auto Attendant
DID calls can be directed to and answered by any Automated Attendant.
Direct Line Pickup
With the Direct Line Pickup features, you can access a ringing or held call or a call in progress. You can also
select a line to use that is not assigned to your telephone. The Direct Line Pickup features are:
·Direct Line Pickup—Active Line
·Direct Line Pickup—Idle Line
Display Language
All system telephones offer the choice of 3 display language:
·US English
·Canadian French
·Latin American Spanish
Each individual extension may select their own language.
Display SD Card Feature Key ID
Displays the SD Card Feature Key ID on any display telephone.
Display System IP Address
Displays the IP address currently assigned to the IP500 V2 system.
Display System Release
Displays the software release running on the IP500 V2 system.
Distinctive / Differentiated Ringing
The system provides different ring patterns for external calls, internal calls and transferred calls.
Do Not Disturb
Use this feature to be able to press a programmed button to prevent incoming calls for the extension from
ringing (lights still flash). When Do Not Disturb is on, outside callers hear ringing while inside callers hear a
busy signal. Calls are immediately sent to your voice mailbox.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 68
Issue 26.N (Friday, April 05, 2013)
Do Not Disturb Exceptions
Allows a user to input a list of up to 20 telephone numbers and/or internal extension numbers that will ring at
the users’ station when Do Not Disturb is activated.
Doorphones
A doorphone is usually placed near an entrance, to screen visitors. You can connect up to two doorphones to
the system.
Emergency Phone Number List
Create a list of up to 10 telephone numbers that all users can dial regardless of dialing restrictions, provided
they have access to an outside line. Typical list entries include fire, police and emergency services numbers.
Extension Hunt Groups
Use this feature to assign any number of extensions to a Hunt Group. When extensions are in a Hunt Group,
an incoming call searches or “hunts” for the longest idle extension that is available. The system supports up to
six Hunt Groups.
Extension Name Display
The user’ name and extension number is displayed on the phone display.
External Hotline
When a user lifts the handset of an external hotline, a predetermined outside number is dialed automatically.
The external number might be, for example, a frequently called service bureau. The external hotline must be a
single line telephone, not a system telephone, and should not have a dial pad.
Fax Machine Extensions
Allows you to connect your fax machine to your system, allowing you to share network facilities.
Flexible Dial Plan
Through Manager, the system defaults to a fixed 2-digit dial plan (extensions 10 – 57); but can be changed to
a flexible 3-digit dial plan (extensions 100 – 599).
Group Calling - Ring / Page
Use this feature to ring, page, or transfer calls simultaneously to all of the extensions in any one of four Calling
Groups. (G represents a Calling Group number from 1–4.) When paging, you hear a beep and can begin
speaking. Your voice is heard on the speakers of all idle system telephones in the selected Calling Group. The
first extension to answer the call (on ETR sets - by picking up the handset or pressing SPEAKER, on 1400
Series sets - or by pressing the ANSWER softkey on the display) is connected to the caller.
You can group page employees for general announcements; this is an inexpensive alternative to a paging
system.
Group Hunting - Ring / Page
Use this feature to distribute call volume among extensions in a group, to off-load call activity from a single
user. When an intercom or transferred call is placed to a Hunt Group (where G is a Hunt Group number from
1–6), the system rings or voice-signals the first available extension in the group, passing over busy extensions
(or those with Do Not Disturb on) in a circular hunt. If a ringing call is not answered within three rings, the call
moves to the next available extension, and so on, until the call is answered or the caller hangs up.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 69
Issue 26.N (Friday, April 05, 2013)
For a voice-signaled call, only the first available extension is signaled; if that extension does not answer, the
call does not keep hunting. After an extension receives a Hunt Group call, the next call to the Hunt Group will
not ring or voice-signal that extension first unless all other extensions in the group are busy or do not answer.
Group Pickup
Use this feature to answer any outside, intercom, or transferred call ringing at an extension in a Pickup Group
(where G is a Pickup Group number from 1–4). When a call rings at an extension that is in a Pickup Group, you
can answer the call at any extension without knowing which extension or line is ringing and without being in
the same Pickup Group. The system can have up to four Pickup Groups.
Hold Reminder
If a call is left on hold for longer than a specified period, the extension will ring back, alerting you that the call
is still on hold. This ring continues to sound until the held call is retrieved, or until the caller hangs up.
Hot Dial
This feature enables a user to start dialing a number without first pressing the speaker button or going off-
hook.
Hotline
This feature allows designated extensions to automatically place an intercom call to another designated
extension, when it goes off-hook.
Intercom Dial Codes
·‘I’ represents the INTERCOM button.
·‘XX’ represents a system extension number.
·‘G’ represents a single-digit group number.
·‘LL’ represents a system line number.
Intercom Dial
Code
Feature
I6XX
Call Pickup
I66G
Group Pickup
I68LL
Direct Line Pickup—Active Line
I70
Loudspeaker Paging
I*70
Simultaneous Paging
I7G
Group Calling—Ring
I*7G
Group Calling—Page
I77G
Group Hunting—Ring
I*77G
Group Hunting—Voice Signal
I8LL
Direct Line Pickup—Idle Line
Intercom Dial Tone
Use this feature to determine the type of dial tone that the system provides at an extension. It may be
necessary to change this setting to Machine (outside line) dial tone for an auto-dialing device, such as a fax or
modem, that has trouble making calls. For example, if you have a modem that checks for outside line dial tone
before dialing, use this procedure to change from Regular to Machine dial tone.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 70
Issue 26.N (Friday, April 05, 2013)
Intercom Manual Dialing
Users can make an internal call to another extension by ringing it (dialing its extension number) or voice
signaling the extension by prefixing the extension number with a *.
Line Coverage Extension
Use this feature to identify an extension as the “owner” of a specific outside line, so the extension can activate
Call Coverage or VMS Cover for that line.
Line Ringing Options
This feature specifies the options: Immediate Ring, Delayed Ring or No Ring for incoming calls on a line
appearance programmed on the extension.
Log All Calls
Up to three extensions can be designated to log all calls, both answered and unanswered, regardless of where
they terminated in the system.
Message Alert Notification
Message Alert Notification allows any ETR or Digital telephone, programmed with Auto Intercom buttons, to
see which users have new messages waiting in their mailbox.
When the Message Alert Notification button is pressed, the DSS/BLF buttons programmed on the user’s
telephone will display a flashing red LED when the associated user has new voice mails waiting.
This feature may be left on at all times or deactivated by pressing the Message Alert button again.
Music on Hold
Connect an audio source to the Music-On-Hold port on the processor module so that a caller hears music when
placed on hold when the Music-On-Hold feature has been activated.
Night Service
When Night Service is on and a call comes in, all extensions in the Night Service Group ring immediately,
regardless of normal Line Ringing settings.
One-Touch Transfer
This feature allows a user to automatically transfer a connected call with one-touch -- by pressing a pre-
programmed Auto Dial Intercom for the destination extension. (The Transfer button is not used.)
·The transfer is completed when the transferring station goes on-hook, or touches the Transfer button
or Complete soft-key.
·The user initiating the transfer is able to consult and complete the transfer or blind transfer after
successfully initiating a one-touch transfer.
The LEDs at the phone initiating the transfer, as well as other appearances of the call in the system, behave
the same as if the user touched the Transfer button to initiate the transfer.
Paging Features
·Loudspeaker Paging - Users can initiate a call (either manually dialed or intercom auto dialed) to an
extension connected to an analog station port that connects them to an external loudspeaker paging
system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 71
Issue 26.N (Friday, April 05, 2013)
·Simultaneous Paging is a feature that pages both the external loudspeaker paging system (via the
paging port) as well as voice signals all of the extensions in Calling Group 1.
PBX Mode
The system can operate in Key System mode (default) where all lines appear on all telephones; or can be
administered to operate in PBX-mode. PBX-mode provides three Intercom buttons per telephone which work
similar to System Access buttons (provides intercom dial tone, dial 9 to access an outside line).
Note: On PARTNER ETR sets, the system provides two Intercom buttons per telephone.
Personal Line Termination
Allows you to assign a line / lines to specific extension / extensions.
Personalized Station Ringing
Allows you to assign a personalized ring pattern to an extension
POTS (Plain Old Telephone Set) Support
POTS (single line analog telephones) are supported on the system. They are connected to an analog station
port on the Combo module; a port on the Phone-2, Phone-8 or Phone-16 module, or to an ETR port.
Privacy
Privacy prevents other users from joining on your call.
Recall
Use this feature to send a timed switch hook flash over the telephone line to “recall” a new dial tone or to
access certain central office features, such as Call Waiting or 3-way calling.
Redialing Features
There are two features which offer redial functionality:
·Last Number Redial (FEATURE 05): Last Number Redial redials all digits dialed on the last outside call
except account codes.
oOn 1400 Series telephones, there is a fixed Redial button, which allows you to scroll through and
redial the last 20 number called from that telephone set.
·Save Number Redial (FEATURE 04): Saves into temporary memory the last outside number (up to 28
digits) dialed from a system telephone. Use this feature to save a number before you hang up on a
busy or unanswered call. Once saved, the number can be redialed at any time. The number stays in
memory until a different one is saved.
Remote Call Forwarding
Remote Call Forwarding is supported. This feature (FEATURE 11) allows a user to send internal and external
calls destined for a particular extension to an external phone number (off the system) over an analog trunk.
Remote Call Forwarding will not alert the internal extension, but immediately sends the call out to the
predefined number.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 72
Issue 26.N (Friday, April 05, 2013)
Remote Access to the Built-in Modem
This feature allows for unattended access to the built-in modem (x76) by calling into the system:
·by a DID number, or
·by transferring to the modem via the Automated Attendant.
When an Automated Attendant Selector code with the "Transfer To Number" action has the modem as its
destination, the system will transfer the call to the built-in modem.
Ring on Transfer
This is used to specify what the caller hears while they are being transferred. If Ring on Transfer is set to
Active, callers hear ringing while they are being transferred; if it is set to Not Active callers hear beeps or
Music on Hold if this is activated and a music source is connected to the system.
Ringing Line Preference
When an extension is on-hook and the extension is ringing, the user simply goes off-hook to answer the call
and is automatically connected to the ringing call. If more than one call is alerting, the system automatically
connects the user to the longest ringing call.
SD Card Start-up / Shut Down via TUI
A new TUI command is provided to shut down and restart the system SD card slot and the optional SD card
slot, without shutting down the entire system. This allows for removal and reinstallation of the system SD and
optional SD cards.
Speed Dial Options
The system supports the following types of Speed Dialing:
·Personal Directory - 1400 and 9500 Telephones only
Each user can store up to 20 frequently-dialed names and numbers in their extension. Personal
Directory numbers can be dialed quickly by pressing CONTACTS and dialing the first few letters of the
person’s name. Personal Directory numbers programmed for a particular extension are for use only at
that extension.
·Personal Speed Dial (FEATURE 80 – 99) – ETR and Analog Telephones only.
Each user can store up to 20 frequently-dialed numbers (no name) in their extension. Personal Speed
Dial numbers can be dialed quickly by pressing FEATURE (or # at intercom dial tone on a single-line
telephone) and the two-digit speed dial code from 80 through 99. The Personal Speed Dial numbers
programmed for a particular extension are for use only at that extension.
On analog telephones, a user will press the # key (instead of the Feature key) then dial the 2-digit number.
·System Speed Dial – 1400 and 9500 Telephones only
System Speed Dialing is a shared list of up to 100 frequently-dialed names and numbers (FEATURE
600 – 699). All users on the system may use these numbers by pressing CONTACTS and dialing the
first few letters of the party’s name.
·System Speed Dial (FEATURE 600 – 699) – ETR and Analog Telephones only.
System Speed Dialing is a shared list of up to 100 frequently-dialed numbers (no name) up to 28
characters in length. All users on the system may dial a System Speed Dial number by pressing
FEATURE (or # at intercom dial tone on a single-line telephone) and the three digit speed dial code,
from 600 through 699.
Station Lock / Unlock
Station Lock helps to prevent unauthorized people from making outside calls from extensions. Users enter a
four-digit code on their telephone dialpad to “lock” your extension. To unlock the phone, the user enters the
identical code.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 73
Issue 26.N (Friday, April 05, 2013)
Station Message Detail Reporting (SMDR)
SMDR is a call reporting feature that provides records of call activity. It is commonly used in many types of
business, including Legal, Contact Centers, Sales and Real Estate. Call reporting information allows users to:
·Detect any unauthorized calls.
·Bill clients or projects.
·Bill back by department.
·Reduce telephone costs by identifying the need to change telecommunications services
·Print Caller ID information.
The output is generally sent to a PC running an optional Call Accounting software package.
System Groups
The system supports the following types of groups:
·Pickup Groups (4 Groups) (INTERCOM 6xx)
When a call rings at an extension assigned to a Pickup Group, a user at any other extension in the
system can answer the ringing call by dialing the Pickup Group code. The Pickup Group feature helps
when a user needs to answer calls on lines or pools not assigned to his or her telephone.
·Calling Groups (4 Groups) (INTERCOM 7x / *7x)
A Calling Group is a group of extensions that can be called at the same time. Any user in the system
can ring or page all extensions in a Calling Group at the same time or transfer a call to a Calling
Group. The first extension to pick up the call is connected to the caller. A typical use of this feature is
to have callers ring into a Calling Group of sales representatives, or to create a “Page All” group.
·Hunt Groups (6 Groups) (INTERCOM 77G / *77G)
When extensions are in a Hunt Group, an incoming call searches or “hunts” for the first available
extension.
·Night Service Group (1 Group) (#504)
When Night Service is activated and a call comes in, all extensions assigned to the Night Service
Group ring immediately, regardless of normal Line Ringing settings.
System Password
Allows you to define a four-digit password that users can enter from system telephones to override dialing
restrictions (if the extension has access to an outside line) or turn Night Service on and off. Not available on
analog telephones.
Transfer / Transfer Return
You can transfer calls to an extension or group using the TRANSFER button on a system telephone or the
switchhook on a single-line telephone.
Transferred calls return to the originating extension if they are not answered. You also can program the
number of times a transferred call rings before it returns to an extension.
Transfer Return to a Programmable Extension
This feature provides an option to re-route unanswered transferred calls to an alternate extension.
·Programmable on a per extension basis.
·The existing System Programming option, Transfer Return Rings, will be used to indicate when
transferred calls are returned to the Transfer Return extension.
If a call is routed to a transfer return extension and there are no available intercom appearances to terminate
the call, the call will continue to alert at the transfer destination until the transfer return extension becomes
available.
The default value for each transfer return extension is its own extension.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 74
Issue 26.N (Friday, April 05, 2013)
Unique Line Ringing / Override Line Ringing
This feature allows users to differentiate by sound which line is ringing by assigning a ring pattern to it. Once a
ring pattern is assigned to a line, incoming calls on that line ring with the assigned ring pattern.
·Eight ring patterns are available.
·Unique Line Ringing does not apply to DID calls because the channel used is not guaranteed.
·The default is pattern 1.
If the Override Line Ringing feature is active, then incoming calls on a line that ring at an extension ring with
the configured extension ring pattern.
Visual Voice Messaging
Supported on 1400 and 9500 digital telephones only. Allows the user to manage their voice mail messages via
their display. Features supported include:
·access new /old / saved messages.
·next and previous message.
·fast forward and rewind.
·pause message.
·save, delete and copy message to other users of the system.
·change default greeting.
·change password.
·change message status from old / saved to New.
Voicemail Options
·Bypass Greeting
oAfter a call goes to an extension's voice mailbox, the caller can press the 1 key to bypass the
mailbox greeting and begin recording a message.
·Change Message Status to New (*06)
oThis feature provides the ability to change the status of a message from Old or Saved to New.
oUsers can dial *06 at any time after the Old or Saved message begins to play through the 3
second pause after the caller information portion of the message.
·The message is moved to the queue of New messages.
oWhen a message is marked as New, the system does not initiate a new Voicemail to Email
message, but the extension's message waiting light is illuminated.
·Choice of Language
oEach Auto Attendant can have a primary language assigned to it. The language applies to the
pre-recorded prompts available to that Auto Attendant. This overrides the system language
setting.
oThe per-extension Display Language setting will also override the system language and change all
the displays, pre-recorded greetings, and prompts to the chosen language.
·End of Recording options
oWhen a caller has finished leaving a message in an extension's mailbox, the caller can touch the
# key to signal the end of recording of the message.
oIf the message is less than 3 seconds, the system will play the following prompt: "Message too
short. Deleted. Goodbye."
oIf the message is longer than 3 seconds, the system will play the following prompt: "Your
message has been sent. Goodbye."
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 75
Issue 26.N (Friday, April 05, 2013)
·Outcalling Notification
oIf you use the Outcalling option, Embedded Voicemail will call the number which you have
programmed to signal that a new message has arrived in your mailbox.
·Each user can have 1 number programmed for outcalling notification.
·The system will make up to 3 attempts (in 5-minute intervals) to contact the user.
·After 3 attempts, outcalling notification will cease until another new voice message arrives.
·Phantom Mailboxes
oProvides voice mailbox support for all extensions (10-57), without requiring the physical
hardware to be present. Extensions without hardware are called phantom extensions.
·Note: Ports 7 and 8 of an ETR-6 module can be used for phantom extensions even though
you cannot plug a phone into them.
oCalls to a phantom extension go directly to voice mail.
·DTMF breakout service can be used to transfer the call.
oPhantom voice mailboxes:
·Default like a normal mailbox.
·Can be accessed remotely if the remote access feature of the mailbox is enabled.
·Voicemail to Email can be activated for a phantom mailbox via the Simplified Manager.
VMS Cover
Allows you to turn VMS Cover on and off, routing unanswered intercom and transferred calls for users'
extensions to the Call Answer Service of the voice messaging system after the specified number of rings.
VMS Cover Ring Interval
Allows you to define the number of times a call rings before it is sent to a user’s voice mailbox.
VMS Hunt Delay
Allows you to determine when outside calls should be answered by the Automated Attendant of the voice
messaging system. You can set the system for any number of rings, 0–6. Assigning more rings gives the
operator an opportunity to answer calls before they go to the Automated Attendant.
VMS Hunt Delay is programmable on a per-line basis. In addition, you can program this feature so that calls
can be handled one way during the day and a different way when the system is in Night Service.
VMS Hunt Schedule Interval
Allows you to determine when outside lines are covered by the Automated Attendant. Options include all the
time, only during Day operation (Night Service is off), or only during Night operation (Night Service is on).
Voice Mailbox Transfer - Direct
Allows you to transfer a call directly into a user's voice mailbox without ringing their extension.
Voice Messaging
The system has Embedded Voicemail included as standard. All extensions are automatically assigned a
mailbox.
Embedded Voicemail also provides:
·A 2-port, single level Automated Attendant
·Separate Morning, Afternoon, Evening and Out of Hours menu greetings with time profiles
·Dial by Name capability
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 76
Issue 26.N (Friday, April 05, 2013)
·Variable hours of storage:
o2-ports = 15 Hours
o4-ports = 20 Hours
o6-ports = 25 Hours
·Up to three minutes per message
·Fast Forward, Rewind, Replay and Skip capability
·Voicemail to e-mail capability
·Remote message retrieval
·Visual Messaging (on digital telephones only)
Wake-Up Service
This feature allows a system phone (x10) to set a Wake-up Call on behalf of another user.
·When a Wake-up Call is scheduled, the system will place an intercom call to the target extension at
the scheduled time.
oWake Up calls ring for approximately 30 seconds (and overrides DND).
oIf the target extension is busy on a call or has an alerting call, the Wake Up call is delivered to
the phone as an intercom call.
oIf the Wake Up call is answered, the user will hear Music On Hold if it is active; otherwise, they
will hear silence.
oIf the Wake Up call is not answered, the system will make a 2nd attempt 5 minutes later.
·If the call is not answered after the 2nd attempt, then the Wake Up call is abandoned.
oA scheduled Wake Up call occurs once in a 24 hour period.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 77
Issue 26.N (Friday, April 05, 2013)
Chapter 4.
IP Office Server Edition
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 78
Issue 26.N (Friday, April 05, 2013)
4. IP Office Server Edition
Mid-market Overview
The term 'mid-market' refers to midsize enterprise companies with 250 to 1000 users. The total addressable
market is about a ~$2.5B market on the products side and an additional $4.6B for services.
IP Office Solution Overview
IP Office Server Edition has been specifically designed to address up to a 1000 users on a single site and also
to accommodate companies with up to a 1000 users across 32 locations.
The top two requirements that the majority of the mid-sized enterprise customers are looking for in their
unified communications solutions are Total Cost of Ownership (TCO) and simplicity. IP Office showcases the
best TCO advantage compared to the competition, including one of the simplest solutions to deploy and
manage.
Differences Between IP Office Server Edition and IP Office Preferred/Advanced
Edition
Feature
Preferred/Advanced
Edition
Server Edition
Server Edition Comments
Capacity
32 locations
1000 users total
7200 BHCC
32 locations
1000 users total
14400 BHCC (Max)
Multi-Site (SCN)
Freeform
Star, mesh, chain
SCN trunks anywhere
SCN trunk channels licensed
Single or double star
No additional SCN
trunks
Unlimited SCN trunk
channel licenses
Restricted topology allows
many optimizations
Other H.323 trunk types still
allowed
Administration
Limited centralized (Multi-
site (SCN) Manager)
Fully centralized
(Server Edition
Manager)
Consolidated mode for full
centralization. Non-
consolidated mode for
freeform per device
configuration
Licensing
Distributed
Central pool
All common licenses
centralized.
Some still distributed (See
section 6.6.4 for a complete
list)
All administered centrally
User Profile
Licenses
Telecommuter
Mobile Worker
Office Worker
Power User
Office Worker
Power User
O/G Call Routing
no default assistance
Simplified
SE Manager and default
routes allow simpler O/G call
routing
I/C Call Routing
no default assistance
Simplified
Common ICRs allow simpler
I/C call routing and resilience
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 79
Issue 26.N (Friday, April 05, 2013)
Time
Freeform
Simplified by default,
can still be freeform
Primary Server acts as
solution time server by
default
System directory
Freeform
Simplified by default,
can still be freeform
Primary Server acts as
solution directory server by
default
Fax transport
IP Office T.38 fax transport
G.711 fax transport
No need to configure codec
sets to enforce; G.711 fax
transport used automatically
SIP Trunk Direct
Media to remote
device across SCN
None
Direct media supported
to remote H.323 and IP
DECT endpoints
Includes SIP Info and RFC
2833 support
Hunt Groups
Freeform
Hunt groups only on
primary
Performance optimized for
VMPro location (also on
Primary)
Automatic resilience when
secondary present
Overcomes SoftConsole
limitations
SoftConsole
Up to 4 per IP Office
Up to 10 on Primary
Overcomes SoftConsole IP
connectivity and SCN
limitations
Add/remove device
Manual
Integrated via SE
Manager
Auto population of Multi-Site
links and common
configuration
Device Status/
connectivity
Not checked
Access and
interconnects checked
by SE Manager
Immediate indication if device
offline or incorrectly
networked
IP Office Initial
configuration
Manual
Automated with Initial
Configuration Utility
(ICU)
Remote install technician
without IP Office knowledge
Upgrades
Individual
Centralized
Backup/restore
Individual per IP Office and
per application
Centralized
Security settings not backed
up
Embedded VM/AA
Supported
Not supported
Central VMPro only
Voicemail Pro
Ports
40
100
Additional VMPro ports (up-to
100 Max) can be added on
Secondary server for
resiliency
Voicemail Pro
VRL, VRLA, VBA,
Database access
Supported on Windows
VMPro server
Not supported
CCR
Supported
Not supported
Use DevConnect Solutions for
Call Center/Contact Center/
Call Reporting applications
Software
distribution
Admin DVD + Apps DVD
Single ISO distribution
Software Only
Solution
No
Yes (Controlled
introduction at present)
Single management
portal
No
Yes
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 80
Issue 26.N (Friday, April 05, 2013)
Differences Between IP Office Server Edition Multi-Site Solution and IP Office
Legacy SCN Multi-Site Solution
Feature
IPO SCN
Server Edition Multi-
Site
Server Edition Comments
Topology
Freeform
Star, mesh, chain
SCN trunks anywhere.
Single or double star.
No additional SCN
trunks
Restricted topology allows
many optimizations.
Other H.323 trunk types still
allowed
Administration
Limited centralized (SCN
Manager)
Fully centralized
(Server Edition
Manager)
Consolidated mode for full
centralization. Non-
consolidated mode for
freeform per device
configuration
Licensing
Distributed
Central pool
All common licenses
centralized
Some still distributed
All administered centrally
SSL VPN
Separate independent
access
Integrated access via
Server Edition (SE)
Manager
Allows remote solution
management behind Services
VPN Gateway
O/G Call Routing
Complex, no default
assistance
Simplified
SE Manager and default
routes allow simpler O/G call
routing
I/C Call Routing
Complex, no default
assistance
Simplified
Common ICRs allow simpler
I/C call routing and resilience
Time
Freeform/complex
Simplified by default,
can still be freeform
Primary Server acts as
solution time server by
default
System directory
Freeform/complex
Simplified by default,
can still be freeform
Primary Server acts as
solution directory server by
default
Fax transport
IP Office T.38 fax transport
across SCN
G.711 fax transport
across SCN
No need to configure codec
sets to enforce; G.711 fax
transport used automatically
SIP Trunk Direct
Media to remote
device across SCN
None
Direct media supported
to remote H.323 and IP
DECT endpoints
Includes SIP Info and RFC
2833 support
Phone Resilience
Admin
Freeform/complex
Simplified
SE Manager admin allows
only Primary and/or
Secondary to act as phone
backup server
Hunt Groups
Freeform
Hunt groups only on
primary
Performance optimized for
VMPro location (also on
Primary)
Automatic resilience when
secondary present
Overcomes SoftConsole
limitations
SoftConsole
Up to 4 per IP Office
Up to 10 on Primary
Overcomes SoftConsole IP
connectivity and SCN
limitations
IP Phones with no
default user
Not resilient
Resilient
Allows hot desk phones to be
resilient
Add/remove node
Manual
Integrated via SE
Manager
Auto population of Multi-Site
links and common
configuration
Offline device
Cannot be managed
Managed via SE
Manager
Includes online/offline
synchronization
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 81
Issue 26.N (Friday, April 05, 2013)
Device Status/
connectivity
Not checked
Access and
interconnects checked
by SE Manager
Immediate indication if device
offline or incorrectly
networked
SCN trunk channels
Limited by licenses
Unlimited
No multi-networking license
required
IP Office Initial
configuration
Manual
Automated with Initial
Configuration Utility
(ICU)
Remote install technician
without IP Office knowledge
Upgrades
Individual
Centralized
Upgrades to all remote nodes
can be performed from
Primary Location
Backup/restore
Individual per IP Office and
per application
Centralized
Security settings not backed
up
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 82
Issue 26.N (Friday, April 05, 2013)
IP Office Key Components
IP Office address Mid-market via three key components:
1.IP Office software running on a Linux server (required).
2.IP Office software running on the IP500v2 (optional).
3.IP Office Server Edition license (required for each component).
Note: The IP500v1 chassis is not supported with IP Office Server Edition.
The software running on both the Linux server and the IP Office 500v2 is identical and hence the feature set
delivered by the two components are the same (except those listed below) and co-exist as part of a single
solution.
The Primary Server running the Avaya IP Office Server Edition Linux software is the main server and the only
mandatory component required for the IP Office Mid-market offer to work. A secondary Linux server can be
added for additional scalability and/or resiliency. The IP Office 500v2 expansion system can also be added for
additional scalability or for adding support for analog/digital stations and trunk ports.
Following are the server models that Avaya will source:
Model #
Order
Code
Description
Application
RAM
CPU
Power
Supply
RAID
HP DL360G7
270393
DL360G7 SRVR IPO
R8.1+SE PRIMARY
Primary or
Secondary
12
GB
Dual Quad-
Core
Hot Swap
Yes
HP DL120G6
270395
DL120G7 SRVR IPO
R8.1+SE EXP
Primary or
Secondary
12
GB
Single Quad-
Core
Single
N/A
IP Office Deployment Options
Increasingly, companies have started adopting a pure IP model with SIP trunking. However, many companies
still prefer a hybrid solution with a mix of analog, digital, and IP stations, as well as TDM trunking options.
IP Office has been designed with these different solution requirements for different customer needs in mind.
The flexibility and variety of the deployment options make the IP Office solution a very versatile solution and
caters to different product needs.
There are two deployment scenarios for IP Office:
1. Server Edition with pure IP deployment:
·All IP phones with SIP trunking everywhere
·Use Avaya-sourced server for Applications, IP phones, and SIP trunks
2. Server Edition with hybrid deployment:
·A mix of Analog, Digital, or IP phones everywhere
·Use Avaya-sourced server for Applications, IP phones, and SIP trunks
·Use IP500v2 for TDM stations and trunking
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 83
Issue 26.N (Friday, April 05, 2013)
IP Office Scalability
IP Office is designed to scale up to support a 1000 users on a single site or across a maximum of 32 sites. The
table below lists the servers and server capacities.
Primary
Server
Secondary
Server
IP500v2
Expansion
System
Linux
Expansion
System
Dedicated
1X Portal
Server
Comments
Avaya Tested
and Sourced
HP DL 360
G7
HP DL120
G7
HP DL 360
G7
HP DL 120
G7
IP 500 v2
HP DL 120
G7
HP DL 120
G7
HP Servers tested and
sourced by Avaya
Avaya Tested
but NOT
Sourced
Dell R610
Dell R610
N/A
Dell R210
Dell R210
Dell servers tested by
Avaya
User
Scalability
DL360: 500
DL120: 250
DL360:
500
DL120:
250
384
500
N/A
1x Portal
Scalability
DL360: 200
DL120: 100
N/A
N/A
N/A
500
VMPro Port
Scalability
DL360: 100
DL120:
40
DL360:
100
DL120:
40
N/A
N/A
N/a
Centralized
deployment only with
voicemail resiliency on
secondary.
Receptionists
10
N/A
N/A
N/A
N/A
Conference
Channels
128
128
SIP/H.323
Trunks
DL360: 250
DL120: 125
DL360:
250
DL120:
125
125
125
N/A
Phones
DL360: 500
IP Phones
DL120: 250
IP Phones
DL360:
500 IP
Phones
DL120:
250 IP
Phones
384 Analog,
Digital,
H.323, or
SIP
IP-DECT* or
Wi-Fi
500
N/A
* 120 IP DECT
endpoints maximum
**Avaya 16xx/96xx
H.323 endpoints only
VCM
Channels
N/A
N/A
148
N/A
N/A
G.711, G729, G.723,
G.722, T.38
IP Office Resiliency
IP Office resiliency can be divided into three distinct categories. The primary server and secondary server can
each support up-to 1000 users in Resilience mode.
Note: The Primary and Secondary servers can be C-located or can be on separate locations to support Geo-
Redundancy.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 84
Issue 26.N (Friday, April 05, 2013)
1. Hardware Resiliency
·RAID support
·Dual PSU on Avaya sourced HP DL360 G7
2. Users and Application Resiliency
·VMPro server – Primary + Backup in 1+1 redundant active/passive configuration. Manual or auto-
failback control.
·IP Phones – 1:1 resilience to backup IP Office. Manual failback control (Phone reset). Avaya H.323
phones only.
Note: Expansion systems (gateways) cannot act as backup nodes for the Linux Servers.
·Hunt groups - 1:1 resilience to backup Server. Auto-failback control (device rediscovery – idle group).
·Inter IP Office device links – Multi-Site Network (SCN) backup. Double star. 1:1 resilience. Auto-
failback control (device rediscovery)
·Inter IP Office device links – PSTN backup. M:N resilience via Alternate Route Selection (ARS). Auto-
failback control (link availability)
·Trunks – M:N resilience via ARS. Auto-failback control (trunk availability)
·Incoming Call Routes – Incoming Call Routes are common to all devices hence persist on user failover
3. Trunk Resiliency
·PSTN Back-up
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 85
Issue 26.N (Friday, April 05, 2013)
IP Office Centralized Licensing
IP Office Server Edition supports centralized licensing. All the user-specific and system-specific licenses can be
managed from the Primary Server that also acts as the centralized licensing server.
New Licenses
The only new license for the IP Office is the new system software license called Server Edition. The feature Key
Serial Number (System ID) is derived from platform hardware.
License
Name
Order
Code
License
Type
License
Description
Comments
Server
Edition
270397
System
SW
IPO R8.1+
SERVER
EDITION LIC
Required per node (Linux server or IP500v2)
Bundles in:
1. Features from Essential Edition
2. Features from Preferred Edition
3. Centralized VMPro
4. Two (2) ports of VMPro
5. Unlimited SCN(multisite networking) channels
Enables meet-me conferencing, advanced messaging,
automated attendant, call recording, conditional call
routing, queue announcements, mobile twinning, call
control and call-back.
Note: Advanced Edition is not supported on Server
Edition.
IP Office Centrally Residing Licenses
·Server Edition (includes aggregation of VMPro ports from all nodes)
·Avaya and 3rd-party Endpoints
·SIP trunk channels
·Office Worker
·Power User
·Receptionist (for SoftConsole)
·UMS Web Services (for hunt groups)
IP Office Locally Residing Licenses
License Name
Primary Server
Secondary Server
IP500v2
Additional PRI Channels
IPSec Tunnelling
CTI Link Pro
TAPI Wav
Additional Messaging Ports
Messaging TTS Pro
Messaging Recordings Administrators
Notes:
·All locally residing licenses are still managed centrally using the Manager tool.
·The Locally residing licenses need to be provisioned separately based on the table above.
·For Voicemail resiliency, separate VMPro Ports on the Secondary Server are required to support more than
the two (2) default ports.
Voice Compression Module (VCM) v2
The current versions of the VCM32 and VCM64 modules include 12 IP endpoint licenses.
The new VCM32v2 and VCM64v2 does not include the 12 IP endpoint licenses. This allows all IP endpoint
licenses to be centrally managed by the server edition.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 86
Issue 26.N (Friday, April 05, 2013)
Material Code
Description
700504031
VCM 32 V2 NEW
700504032
VCM 64 V2 NEW
Using VCM32v1 and VCM64v1
1. With SME editions
·The VCMs will work as-is and will include 12 IP endpoint licenses.
2. With Server edition
·The 12 IP Endpoint licenses will be included locally on the IP500v2 expansion systems. These 12 IP
endpoint licenses will not be available on the primary server for centralized management. These
licenses will need to be managed locally.
Using VCM32v2 and VCM64v2
1. With SME editions
·The VCMs will work as-is and will NOT include 12 IP endpoint licenses.
2. With Server edition
·The VCMs will work as-is and will NOT include 12 IP endpoint licenses.
Using VCM32v1 and VCM64v1
· No change.
Using VCM32v2 and VCM64v2
·A service pack will be required for the SW to recognize the v2 versions of the card.
IP Office Server Edition Unsupported Licenses
The following is a list of licenses that are not applicable or supported with IP Office Server Edition.
·Advanced Edition-CCR Agent and Supervisor (CCR not yet supported on Server Edition)
·Teleworker, Mobile Worker, and Avaya Softphone licenses
·Embedded Messaging Ports (Embedded messaging not supported on Server Edition)
·VMPro TTS (Generic/Scansoft), Networked Messaging, Database interface, VB Script (Not supported on
VMPro for Linux)
·All Avaya Office Aura Edition (B5800) licenses
·Various legacy licenses (CCC, Phone Manager, VCM channels, Mobility)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 87
Issue 26.N (Friday, April 05, 2013)
IP Office Centralized Management
The IP Office Server Edition management framework includes a Web Control GUI that acts as key element for
centralized management and provides solution-wide status and control. From this control GUI page, installers
can manage and control the different Linux sub-systems and various global controls like back-up and restore,
software upgrades, inventory management, and more.
This web control GUI also acts as a central repository for other management tools including IP Office Manager,
VMPro Manager, one-X Portal Manager, SSA, and system monitor, as well as security, password, and inventory
management.
The IP Office Manager can be launched directly from the web control GUI. If the manager tool does not exist,
the web control GUI automatically downloads and installs the latest version of the manager tool.
The following PBX functions are solution-wide at a multi-site level:
·Users
·Hunt Groups
·Short Codes
·Incoming Call Routes
·Directory
·Time Profiles
·Account Codes
·User Rights
Templates
Several templates are supported and can be created from the IP Office Manager in the Server Edition mode:
·Line, User
·Extension
·Hunt Group
·Time Profile
·Firewall
·IP Route
·ARS entries
Note: IP Office Manager supports both online as well as offline configuration modes.
Backup and Restore
IP Office Server Edition has several backup and restore options:
·Automated 24 hour local backup of firmware, configuration, and security settings (not Linux packages)
·Manual backup/restore commands from Phone, SSA, Manager
·Automated use of backup copy on restart errors
·IP Office Manager for Server Edition saves a complete set of configuration files on Primary Server and can
optionally save to local PC directory
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 88
Issue 26.N (Friday, April 05, 2013)
·VMPro and one-X Portal can be administered to save periodic backup sets on the Primary Server (manual
or automatic)
·Primary Server has manual Backup/Restore commands on Web Control that copies all backup file sets
·No automated options
·No application packages
Installation and Upgrades
License Name
Order Code
License Type
License Description
Comments
Installation
DVD
700503228
System SW DVD
IPO R8.1 SERVER EDITION
INSTL DVD
1. A single distribution contains the software components for the whole solution, which includes the server
and user applications, as well as phone and Avaya Office 500 firmware.
2. Avaya servers come with distribution pre-installed.
3. Linux servers support a web based 'Ignition' process to personalize them for their intended use:
a. Primary
b. Secondary
c. Linux Expansion
d. one-X Portal server
4. A simple, single screen utility (Initial Configuration Utility) is run automatically to allow an Avaya Office
device to be centrally-detected and administered as part of the solution.
5. Upgrades are automated, solution-wide, and centrally-managed.
Ignition Process
The IP Office Ignition process involves using a simple utility to seamlessly add/install expansion systems such
that they can become part of a single logical Server Edition multisite network. This utility is designed for
installers who lack detailed IP Office knowledge. The installer needs to know some basic LAN and Primary/
Secondary Server information and must pre-populate most fields with existing data.
Much of the configuration is handled behind the scenes and includes security settings, multi-site networking
(SCN) trunks, users, extensions, voicemail, directory, time, ARS, short codes, etc.
Documentation, Training, and Localization
Documentation
IP Office documentation will be available in the following languages:
·US English
·French
·LA Spanish
·German
·Italian
Training
A four (4) hour web-based training activity will be available that covers the IP Office Mid-market
content. Training will be available in English only.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 89
Issue 26.N (Friday, April 05, 2013)
Localization
Application
EFIGS
Other (see language codes below)
CCR
GUI
RUS, PTB, NLD
Installer
RUS, PTB
Admin docs
RUS
User docs
RUS, PTB
Manager
GUI
Simp CH, PTB, NLD
Admin docs
Simp CH, RUS, PTB
Install docs
Simp CH, RUS
Quick Manager
Install docs
RUS
Video Softphone
GUI
Simp CH, RUS, PTB, JPN, NLD
User doc
Simp CH, PTB
Install doc
RUS
one-X Portal
GUI
Simp CH, RUS, PTB, NLD
Docs
Simp CH, RUS, PTB, NLD
SSA
GUI
Simp CH, PTB, NLD
Admin doc
Simp CH, RUS, PTB, JPN
VmPRO
GUI
Simp CH, RUS, PTB, KOR, NLD, DAN, FIN, NOR, PTG, ESP,
SVE
Prompts
Simp CH, RUS, PTB, KOR, NLD, DAN, FIN, ELL, HUN, NOR,
PLK, PTG, ESP, SVE
Admin Doc
RUS
User Doc
*ESLA
Simp CH
Embedded
Voicemail
Prompts
Simp CH, RUS, PTB, KOR, NLD, DAN, FIN, NOR, PTG, ESP,
SVE
Docs
--
Phones
GUI
Simp CH, RUS, PTB, NLD, DAN, FIN, NOR, PTG, ESP, SVE
9500 doc
Simp CH, RUS, PTB
BST doc
--
B100 doc
PTB
4600/5600 doc
E, Fr
Simp CH, NLD
1100/1200 doc
PTB
1600 doc
Simp CH, RUS
Softconsole
GUI
Simp CH, RUS, PTB, KOR, NLD, DAN, FIN, NOR, PTG, ESP,
SVE
Docs
E, Fr
Simp CH, RUS
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 90
Issue 26.N (Friday, April 05, 2013)
*Localization table language codes:
·EFIGS: US English, French,
Italian, German, LA Spanish
·Simp CH: Simplified Chinese
·RUS: Russian
·PTB: Brazilian Portuguese
·KOR: Korean
·JPN: Japanese
·NLD: Netherlands
·DAN: Denmark
·FIN: Finland
·ELL: Greece
·HUN: Hungary
·NOR: Norway
·PLK: Poland
·PTG: Portuguese
·ESP: Spanish
·SVE: Swedish
Serviceability
IP Office supports serviceability via SSL/VPN technology. The SSL/VPN client is embedded in the IP Office
software (both for IP500v2 and Linux). The server side is the Avaya VPN Gateway (AVG). AVG is virtualized
software can be loaded on any server (see server hardware requirements).
Note: Please refer to SSL/VPN Remote Access for more details on Serviceability.
305
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 91
Issue 26.N (Friday, April 05, 2013)
Chapter 5.
IP Office 500 Platform
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 92
Issue 26.N (Friday, April 05, 2013)
5. IP Office 500 Platform
IP Office is a modular communications solution that scales from 2 to 384 extensions on a single platform. IP
Office supports up to 32 sites and 1000 users in a multi-site network with resilient and redundant capabilities.
It provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP telephone and trunk support that
can be used in either mode or both concurrently. IP Office has data capabilities built in, providing IP routing,
switching and firewall protection between LAN and WAN (LAN2). IP Office has a web based applications suite
that delivers contact center reporting, voice and email messaging, Interactive Voice Response, conferencing
and computer telephony integration.
IP Office solutions are built from hardware units and application software. Hardware provides the connectivity
for voice and data circuits and processor units for the solution software. Each IP Office solution will require a
system control unit (IP500 V2), trunk connections to service provider, and expansion modules for TDM
telephone cabling. IP Telephones connect over LAN connections to the IP Office solution.
IP Office 500 Control Unit
The IP500 V2 control unit is compatible with all IP500 base extension and Voice Compression Modules (VCM)
cards as well as all external IP500 expansion modules.
IP500 V2 is a stackable unit with an optional 19" rack mounting kit and an optional wall mounting kit for
smaller configurations. The control unit provides the following functionality:
·4 slots to house a mixture of extension cards and VCM cards and the Unified Communications Module:
oDigital Station 8 card. Supporting IP Office digital telephones
oTCM8 Station card supporting select Nortel digital telephones (IP500 V2 control unit only)
oPhone 2 and Phone 8 cards
oVCM32 and VCM64 cards
o4-Port Expansion card
oETR6 port phone card (IP500 V2 only, North America only)
oCombination Card with 10 VCM channels, 4 analog trunks, 6 Digital Station (DS) and 2 Phone
ports (IP500 V2 only)
oCombination Card with 10 VCM channels, 2 BRI trunk interfaces (4 channels), 6 Digital Station
(DS) and 2 Phone ports (IP500 V2 only)
·Optional trunk card support:
oAnalog Trunk Module 4 card
oBRI4 and BRI8 cards (2 x 2B+D and 4 x 2B+D channels respectively)
oSingle and Dual Universal PRI cards
oIP500 Legacy Card Carrier: this card allows up to two IP400 Trunk or VCM Cards to be used with
the IP500 control unit
oIP500 V2: 2 Slots for SD cards (System and optional) – System SD card is required for system
operation as well as licensing of optional features and storage for embedded voicemail in
Essential Edition.
o9-pin RS232 DTE Port for maintenance.
oSupport for up to 12 IP500 Expansion Modules:
·Phone modules (16, 30)
·Digital Station modules (16, 30) supporting IP Office telephones with RJ45 connector
·Digital Station modules (16A, 30A) supporting Nortel telephones with RJ21 connector (IP500
V2 control unit only)
·Analog Trunk Module 16
·IP500 So8 module
·IP400 expansion modules (not WAN3 10/100 or Network Alchemy modules)
oExternal output socket supporting two relay on/off switch ports, e.g. for door entry systems
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 93
Issue 26.N (Friday, April 05, 2013)
oAudio input port for external music on hold source
o48 Data channels
oUp to 40 voicemail ports
oTwo 10/100 switched Ethernet ports (Layer 3)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 94
Issue 26.N (Friday, April 05, 2013)
IP500 Base Cards
The IP500 control unit has 4 slots for the insertion of cards. These cards can be divided into two types; base
cards and trunk cards. Base cards include a front panel and ports for cable connections. Trunk 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 Digital TCM Station 8 Card (Maximum 4)
·IP500 Analog Phone 2 Card and Phone 8 Card (Maximum 4)
·IP500 VCM Card (Maximum 2)
·IP500 4-Port Expansion Card (Maximum 1)
·IP500 Legacy Card Carrier (Maximum 2)
·ETR 6 Port Phone Card (Maximum 3, IP500 V2 only)
·Combination Card with 4 Analog Trunks (Maximum 2, no trunk card, IP500 V2 only)
·Combination Card with 2 BRI Trunks (Maximum 2, no trunk card, IP500 V2 only)
95
95
96
98
98
99
96
97
97
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 95
Issue 26.N (Friday, April 05, 2013)
IP500 Digital Station 8 Card
This card provides 12 RJ45 ports. The first 8 ports are DS ports for the connection of Avaya digital telephones
other than IP telephones. The card can be fitted with an IP500 trunk card, which then uses the additional 4
RJ45 ports for trunk connections.
A variant of the digital station card, Digital Station TCM8, supports select Nortel digital telephones. Refer to the
Telephone section for details.
·This card accepts one IP500 trunk card of any type.
·This card supports selected Avaya 2400, 5400 and 9500 Series telephones, plus T3 telephones(EMEA
only) and 3810 wireless telephones (North America only).
·4400 Series telephones (4406D, 4412D and 4424D) are not supported on this card, only on Digital
Station expansion modules. Therefore a maximum of 360 x 4400 Series telephones are supported in
the system.
·6400 Series telephones are supported but only if you are running pre-Release 7.0 in IP Office
'mode' (the phone will work after Release 7.0, but it will not be supported).
IP500 Analog Phone 2 Card
This card provides 2 analog extension ports (1-2) for the connection of analog telephones. The card can be
fitted with an IP500 trunk card, which then uses the last 4 RJ45 ports (9-12) for trunk connections.
·This card accepts one IP500 trunk card of any type.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 96
Issue 26.N (Friday, April 05, 2013)
IP500 Analog Phone 8 Card
This card provides 8 analog extension ports for the connection of analog telephones. The card can be fitted
with an IP500 trunk card, which then uses the additional 4 RJ45 ports for trunk connections.
·This card accepts one IP500 trunk card of any type. When fitted with an Analog Trunk card, it
provides a single power-fail port.
IP500 ETR 6 port Phone Card
This card can be fitted with an IP500 trunk card, which then uses the additional 4 RJ45 ports for trunk
connections. A maximum of three of these cards is allowed in the IP500 V2 control units.
This card
·accepts one IP500 trunk card of any type. When fitted with an Analog Trunk card, it provides a single
power-fail port.
·works in IP500 V2 only.
·is only supported by the IP Office Basic Edition - PARTNER Mode .
19
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 97
Issue 26.N (Friday, April 05, 2013)
IP500 Combination Card with 4 Analog Trunks
This card works in the IP500 V2 only and provides:
·4 Analog trunk ports.
·2 Analog extension ports for the connection of analog telephones.
·6 Digital Station (DS) ports for the connection of Avaya digital telephones.
·10 VCM channels to support IP telephones or voice networking.
This card already includes an IP500 trunk card, therefore no additional trunk card is possible. It provides a
single power-fail port (port 8). A maximum of two of these cards is allowed in the control unit.
IP500 Combination Card with 2 BRI trunks
This card works in the IP500 V2 only and provides
·2 BRI trunk ports (4 channels).
·2 Analog extension ports for the connection of analog telephones.
·6 Digital Station (DS) ports for the connection of Avaya digital telephones
·10 VCM channels to support IP telephones or voice networking
This card already includes an IP500 trunk card, therefore no additional trunk card is possible. A maximum of
two of these cards is allowed in the chassis.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 98
Issue 26.N (Friday, April 05, 2013)
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 32 or 64 channels.
The maximum number of voice compression channels supported, using IP500 VCM base cards, Combination
Cards and / or IP400 VCM cards on IP500 Legacy Card Carriers, is 148.
Please note, the maximum number of channels which may be used on each IP500 VCM card varies according
to the codec used, as shown in the following table.
Maximum VCM channels available, by codec type:
VCM 32
Card
VCM 64
Card
Combination
Card
G.711
32
64
10
G.729
30
60
10
G.723
22
44
10
G.722
30
60
10
·This card accepts one IP500 trunk card of any type.
For more details about VCM channel requirements please refer to IP Telephony .
IP500 4-Port Expansion Card
·This card provides connectors for 4 additional expansion modules.
·The 4-port expansion card must be inserted in slot 4 of the control unit.
·It is not possible to connect a trunk card to the 4-port expansion card.
264
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 99
Issue 26.N (Friday, April 05, 2013)
IP500 Legacy Card Carrier
This card allows a variety of IP400 trunk or 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 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 trunk cards can be fitted to existing IP500 base cards to provide support for trunk ports. The trunk card
uses the ports provided on the base card for cable connection. The addition of an IP500 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.
In systems with both Analog Phone 8 base cards and analog trunk 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).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 100
Issue 26.N (Friday, April 05, 2013)
Each trunk 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 BRI Trunk Card (Maximum 4).
·IP500 Universal PRI Trunk Card (Maximum 4).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 101
Issue 26.N (Friday, April 05, 2013)
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. Only one analog V.32 modem is supported on
a system.
·When fitted to an IP500 Analog Phone 8 base card (not Phone 2), the combination supports 1 power
failure extension to trunk connection.
·The card provides a V32 modem for remote access (only one per system)--supported on ETR and
TCM cards.
IP500 BRI Trunk Card (Euro ISDN)
This type of card can be added to an IP500 Digital Station card, IP500 Analog Phone card, TMC8 card or IP500
VCM card. It allows that card to then also support up to 4 BRI trunk connections, each trunk providing 2B+D
digital channels. The card is available in 2 port (4 channels) and 4 port (8 channels) variants.
The ports on IP500 BRI cards can be individually configured to operate as an S-interface (S0 mode). When set
as an S interface the settings for the Line will be exactly the same as for a circuit on an So8 Expansion Module.
·These trunks support the mobility features of Mobile Call Control and one-X Mobile client .
245
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 102
Issue 26.N (Friday, April 05, 2013)
IP500 Universal PRI Trunk Card
This type of card can be added to an IP500 Digital Station card, IP500 Analog Phone card, TMC8 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 IP500 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.
Details of the supported ISDN supplementary services and protocols for each PRI are given in the 'Public and
Private Voice Networks' section.
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.
·Support for ETR card
·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 8 channels enabled on each of the two circuits. Further
channels may be enabled by the purchase of additional licenses in 2-channel or 8-channel increments.
·The IP500 PRI trunk 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 or IP500 V2 control
unit
·Diagnostics capabilities:
oVisual indicators to show service state
oPhysical test points to monitor traffic.
·These trunks support the mobility features of Mobile Call Control and one-X Mobile client .
245
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 103
Issue 26.N (Friday, April 05, 2013)
External Expansion Modules
Each of these modules may be used with the IP500
·IP500 Phone Expansion Module
Available in two variants for 16 or 30 analog extensions with calling line presentation.
·IP500 Digital Station Expansion Module
Available in two variants for 16 or 30 digital extensions for Avaya digital telephones or select Nortel
digital telephones (Digital Station 16A and Digital Station 30A variants used with Nortel telephones)
·IP500 Analog Trunk 16 Expansion Module (US version only)
Provides 16 analog loop start or ground start trunks, with power failover of two trunks.
IP500 Analog Phone Expansion Module
The IP500 module provides additional analog telephone interfaces:
·Two Wire.
·DTMF signaling (No rotary or Loop Disconnect).
·Time Break Recall (No Earth Recall).
·Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal.
IP Office Phone Modules provide support for a variety of analog MWI methods. These methods are 51V
Stepped, 81V, 101V and Line Reversal.
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 paging feature. When not receiving a Page, the port will
remain silent. When being paged, the page tone is sent before the speech path is opened.
103
104
106
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 104
Issue 26.N (Friday, April 05, 2013)
IP500 Digital Station Modules
This expansion module provides additional Digital Station (DS) ports for selected Avaya 1400, 2400, 4400,
5400, 9500, 6400, T3 (EMEA only) Series telephones and 3810 wireless telephones (North America only). The
IP500 Digital Station module is available in several variants; 16 or 30 extensions, supporting IP Office
telephones with RJ45 connectors and supporting Nortel telephones with RJ21 connectors. Refer to the
Telephone section for Nortel phone support.
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.
For systems where Direct Station Select (DSS) Units are being used, IP Office supports a maximum of:
·BM32: (1616)
Up to 32 DBM32s supported (32 buttons each, up to 1024 buttons).
·DSS4450: (4412D+, 4424D+)
Up to 8 DSS4450 modules per system (maximum of 2 per DS expansion module) (50 buttons each,
max 400 buttons).
·DBM32: (1416)
Up to 32 DBM32s supported (32 buttons each, up to 1024 buttons).
·BM12: (9508 digital; 9608 and 9641 IP telephones)
Up to 36 buttons supported per telephone (3xBM12), up to 1024 buttons per system
·EU24/EU24BL: (4620, 4621, 5420, 5620, 5621/4620, 4621, 5620, 5621)
Up to 8 EU24s per system (24 buttons each, max 196 buttons).
·SBM24: (9630G, 9640, 9640G, 9650, 9650C)
Up to 42 SBM24 per system (24 buttons each, up to 1008 buttons).
·T3 Series: (All T3 telephones)
Up to 30 T3 DSS modules supported. (36 buttons each, up to 1080 buttons). T3 DSS buttons are not
included in the overall system limit for additional button module buttons.
The IP500 Phone module is available in two versions, giving either 16 or 30 extensions. The DS16/DS30
modules are used for Avaya phones and the DS16A/DS30A modules are used for BCM/Norstar phones. Refer
to the following sections for information on the telephones supported on each module:
·DS16/DS30
·DS16A/DS30A
See the Telephones Section for specific limits on the number of each type of telephone supported on DS
modules.
105
105
108
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 105
Issue 26.N (Friday, April 05, 2013)
DS16/DS30
The DS16/DS30 modules support Avaya digital telephones only.
·DS16 – provides additional 16 digital station ports
·DS30 – provides additional 30 digital station ports
Telephones can be located up to 3280 feet (1km) from the control unit. For extensions located "out-of-the-
building" additional line protection will be needed. For more information on cabling and out of building
guidelines, see the IP Office Installation Manual.
DS16A/DS30A
The DS16A/DS30A modules support legacy BCM, Norstar and M-Series telephones. DS16A/DS30A modules do
not support BCM/Norstar ATA-2 or Avaya IP Office telephones.
If you have legacy telephones and Avaya telephones, IP Office will support a combination of DS16/DS30 and
DS16A/DS30A modules. Up to 12 digital station modules are supported.
·DS16A – provides additional 16 digital station ports (BCM, Norstar T-Series and M-Series telephones
only)
·DS30A – provides additional 30 digital station ports (BCM, Norstar T-Series and M-Series telephones
only)
Telephones can be located up to 400m/1300 feet without SAPs or 650m/2100 feet with SAP from the control
unit. For extensions located "out-of-the-building" additional line protection will be needed. For more
information on cabling and out of building guidelines, see the IP Office Installation Manual.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 106
Issue 26.N (Friday, April 05, 2013)
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.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 107
Issue 26.N (Friday, April 05, 2013)
Chapter 6.
Telephones
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 108
Issue 26.N (Friday, April 05, 2013)
6. Telephones
With a wide choice of desktop telephones, supporting both digital and IP interfaces, Avaya IP Office always has
the right phone for a user. The portfolio is further enhanced with solutions for in-building wireless mobility,
both using DECT and WiFi technology as well as the IP Office Video Softphone.
There is an easy way to select the right phone for your customer:
1. Decide on phone line: Cost efficient value line, key centric with paper labels? Or easy to maintain self
labeling telephones, for customers where low TCO is important and installation and upgrading cost are
a concern
2. Decide on Interface: Forward looking IP telephones for a Voice ready IP network? Or more traditional
digital telephones, e.g. twisted pair cabling? Avaya gives the choice, while maintaining a consistent
user interface and consistent functionality across both lines.
3. Decide in User profile: What role does the user have? Is he an everyday user, needing a standard
phone workhorse? Or does he – e.g. as a manager – have to handle many calls? The User profiles
give an easy way to get the right phone in each category for each person.
Key-driven telephones for the cost-sensitive customer
The 1600 IP telephone and 1400 digital telephones are classical, cost effective Telephones designed especially
around the needs of the Small and Mid-Size Business customer. Keys with clear red and green LEDs make
access to lines and feature a breeze. These telephones are especially well suited for cost sensitive customers
as well in scenarios where “key-system-functionality” is needed. They provide an easy migration path for users
that have been accustomed to e.g. the 4400 line or the PARTNER line of digital telephones.
Paperless telephones for fast installation and cost efficient changes:
The new 9600 IP telephones, as well as the 9500 Digital telephones are especially welcomed where a low cost
of ownership is important. All telephones are equipped with paperless keys, making it easy to change features
and button assignments from remote. Shift/page button allows access to a large number of lines or features
that are shown dynamically in the display, making access to IP Office functionality easy while providing a
clean, simple to use user-interface.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 109
Issue 26.N (Friday, April 05, 2013)
Speakerphone options
Full-duplex speakerphone options are available for people that need a high quality personal speakerphone. All
speakerphones are for personal use for one or two people sitting in front of the phone, not for a group-
conferencing with people surrounding the phone.
Access to telephones everywhere in and IP Office Network (SCN):
With support of hotdesking across a large line of telephones, IP Office telephones are perfect in an
environment where people change their workplace regularly. With a simple login, users can make any
telephone, digital or IP, their personal extension. This works not only in a single IP Office but also across a
Multi-Site Network (Small Community Network), making traveling from one company site to another a breeze.
Even better, on 9600, 1600 and 1400 telephones, this functionality has been further enhanced by providing a
centralized call log, directory and personal settings. When hotdesking to a different phone, call-logs and
directory are instantly updated and synchronized over the network, eliminating e.g. lost calls as the call log
was not available at a remote site.
The right phone for every user:
Avaya IP Office Desktop telephones are designed to meet typical user needs in the small and mid business
market:
Usage
Description
Applicable Phone
Type(s)
Example User
Walk Up
Telephones in common areas like a
meetings room, lobby or store. The
telephones are normally used by
casual users that walk-up to a phone
where they make a quick phone call.
Normally, no sophisticated features
are needed.
1603, Digital:1403
Customer, Visitor,
Meeting room phone
Everyday
Users that need a phone on their
desk as part of their everyday job.
While having a phone is important,
the phone is just another tool on the
desk for users using several
alternative communication
technologies.
IP 1603SW (Basic
Everyday), 1608,
9608, Digital:1408,
9504, 9508
Engineer, Accountant
Receptionis
t/Assistant
A typical user manages a lot of calls,
often as a significant part of their job.
In many cases they also manage calls
for others users and need to be
efficient in connecting callers to the
right people.
IP 1616 optional with
BM32, 9608 optional
with BM12; 9621,
9641 with optional
BM12, Digital: 1416
with optional DBM32
9508 with optional
BM12
Executive Assistant,
Receptionist
Executive
For these users, handling a lot of
calls is essential and they are
constantly on the phone. Quite often,
they handle multiple calls; they must
always be connected, even when
mobile. They require a set of rich, yet
easy to use communication
capabilities.
IP 9621, 9641,
Digital: 9508 with
optional BM12
Sales Executive,
Banker, Lawyer,
Project leader
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 110
Issue 26.N (Friday, April 05, 2013)
9600 Series IP Telephones
Avaya one-X Deskphone is a family of next generation IP telephones that delivers a new and unique
communications experience to drive increased productivity.
The Avaya one-X Deskphone family features an intuitive user interface which helps to make users proficient
and confident in performing common telephone tasks such as setting up a conference call or completing a
transfer. With high quality audio it is much easier to hear and understand other people, which speeds business
while reducing fatigue and stress. The Avaya 9600 Series Deskphones are built with future growth and
enhancement in mind, with many modular add-ons that can be added as they are needed – protecting
investments and leading to improved total cost of ownership. The new telephones also feature a very stylish
and professional design including support for customized display screen saver images and custom faceplates
with company logos.
Common to all phones of the 9600 line on IP Office are two access modes to important IP Office features:
Features can be assigned to the line/feature key of the telephone for easy and quick one-touch selection of the
functionality giving users of other Avaya telephones a consistent user-interface.
In addition the features can be accessed through a menu, allowing quick access to seldom used features or
even functionality that is not administered to a key. Similar to menus found on mobile and smartphones, this
intuitive, “self-service” access frees the user from limits imposed by the number of keys on a telephone and
allows access to the vast functionality of IP Office.
The status indication presents a clear view of important call settings like call forwarding numbers.
Visual Voice gives menu access to the voicemail messages received by a user for quick retrieval of the most
critical information.
Personal and centralized directory access makes calling a breeze. A centralized call log allows one-touch call-
back of missed calls, and is fully synchronized with other Avaya IP telephones or the one-X Portal application.
Full user mobility between different 9600 telephones, 1600 telephones and 1400 digital telephones support
hotdesking and user mobility between different telephones with access to all the features found on the ‘home’
phone.
Customers are becoming more aware of the need to conserve energy due to costs and environmental
considerations. The 9600 Series telephones have best in class power performance with the 9620L meeting PoE
Class 1, and all other models being Class 2, including the Gigabit versions. Over the life of a product the
reduced power demand of the 9600 Series results in significant cost savings for customers when compared to
other competitive offerings that require more power, such as PoE Class 3 devices.
Please note that the 9600 telephones as well as the 9500 telephones are supported on IP Office IP500 and
IP500 V2 hardware only.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 111
Issue 26.N (Friday, April 05, 2013)
96x1 Series IP Telephones
Besides significant quality improvements, the latest 96x1 firmware provides support for the 9611G set on IP
Office.
The build VPN Client of 96x1 phones is currently not supported with the IP Office. This feature will be tested
and released with a future IP Office release. Avaya recommends use of the 9600 Series phones if a VPN Client
is required.
For information about supported Bluetooth headsets, please refer to the Avaya DevConnect website.
9608 and 9611G IP Telephones
These button-orientated models provide a more traditional user experience with dual color buttons on either
side of the graphical display. These are ideal for customers who are migrating from a traditional digital
environment and desire to move to IP with minimal change. As well as targeting more traditional users, the
9608 and 9611G are suited for Everyday users who use voice as an element within their business
communications but are not considered power users.
The 9608 and 9611G models have eight (8) buttons around the display with four (4) on the left and four (4)
on the right. Users can select to display information in a single column with four rows or in two columns with
four rows each, depending on their needs. In two-column mode, approximately thirteen characters can be
displayed on a line in each column. The exact number depends on the language and the characters because
the font includes variable width characters.
Avaya continues to focus on low power and this model is Power over Ethernet Class 1 (802.3af). The 9608 and
9611G retain the industrial design of the other 9600 Series models. Please note that the power requirement
and PoE class of the sets varies based on the configuration of connected interfaces such as button modules.
The 9608 and 9611G telephones are ready for future support of Wideband Audio on IP Office, giving a future
proof investment path. Both models include full duplex hands-free support with a speaker and microphone.
Both sets include support for a new 2 x 12 button module on which features, speed dials, bridged or individual
call appearances can be programmed. A maximum of three (3) button modules can be connected.
Each model also includes one touch access to key applications including Contacts, History and Home. One
touch access to these core applications simplifies the user experience and eliminates the need to navigate
through menus to get to the most commonly used features.
On top of that, when connected to IP Office these telephones will offer access to advanced IP Office features
like Visual Voice, IP Office Feature menu or centralized storage for call log, system directory and personal
directory. With that they offer full support of the hot-desking capabilities of IP Office.
The 9608 has a 3.8in/9.7cm monochrome display, while the 9611G features a 3.5in/8.9cm color screen. The
dual position stand allows the sets to be positioned at approximately 40° or 60°. The display is fixed and is
not adjustable like other 9600 Series IP Deskphones. The 9608 and 9611G do not support removable
faceplates.
Product Overview:
9608
9611G
Buttons
8 with red/green LED
8 with red/green LED
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 112
Issue 26.N (Friday, April 05, 2013)
Administrable buttons (3
pages)
24
24
Color
No
Yes
Display (fixed)
3.8 inch / 9.7 cm (181 x 120
pixel)
3.5 inch / 8.9 cm (320x 240
pixel)
Softkeys
4
4
Dual Position Stand
Yes
Yes
Integrated Switch
10/100
10/100/1000
USB Interface
No
Yes
Wideband Capability
Handset, headset
Handset, headset
Speaker
Yes
Yes
PoE Class (base level)
1
1
Applications Buttons
Contacts, Home, History,
Message, Phone
Contacts, Home, History,
Message, Phone
Other Keys
Volume, Mute, Headset,
Speaker
Volume, Mute, Headset,
Speaker
5 Way Navigation Cluster
Yes
Yes
Customizable Faceplate
No
No
Maximum Button Modules
(2 x 12 buttons)
3
3
Features
Display:
o9608: Monochrome display – 3.2 inches x 2.2 inches (8.2 cm x 5.5 cm)
o9611G: Color display – 2.8 inch x 2.1 inch (7.0 cm x 5.3 cm)
Fixed Feature Buttons: 10 plus Four-way navigation cluster button.
oVolume up/down (separate volume levels for the handset, speaker, and ringer), Mute button
(LED), Speaker button (LED), Headset button (LED).
oAvaya Menu button (browser, options and settings access), Telephony application button – to
return to main telephone screen.
oContacts button, history (Call log) button (LED), quick-access voicemail Message button with LED
and corner message indicator.
Programmable /Contextual buttons:
o24 - in 3 switchable display pages of 8 matching the 8 physical display buttons. All 8 buttons with
Dual LED indicator
o4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and
more.
Key Labels: Icons and text used on fixed feature keys.
Speakerphone: Full duplex speakerphone.
Hearing Aid Compatible: Yes.
Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator.
Personalized Ring Patterns: Three distinct ringtone styles. These include Classic, Alternate and Rich.
The Classic and Alternate versions provide more legacy sounding ring tones. The Rich ringtones are more
elaborate and nontraditional.
Headset Socket: Yes. Bluetooth and DECT headset support (with adapter)
Embedded Applications:
oCentralized call log and contact application, fully transparent between 9600 telephones,
1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office.
oContacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30
calls). Please note that the Voice-dial feature of the 9600 telephones on Communication is not
available on IP Office.
oAccess to company directory and Visual Voice applications on IP Office.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 113
Issue 26.N (Friday, April 05, 2013)
Upgradeable Firmware: Yes.
Expansion:. Support of up to 3 x BM12 button (2 x 12 buttons per module, total of max. 64 available
buttons)
Color: Gray
Mounting: Desk or wall mountable.
Adjustable Desk Stand: Yes two-position stand, approx 40° and 60°angle
IP Details
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual PoE Injector power supply unit
Power Class: PoE Class (IEEE 802.3af) registers as class 1 device
Codecs: G.711, G.729a/b. G.722
Supported Standards including Quality of Service:
oTCP/UDP/RTP/RTCP
oRSVP
oLLDP/LLDP-MED (including VLAN assignment)
oARP/DNS
o802.1Q (Layer 2 QoS)
oVLAN Separation
oDiffServ (Layer 3 QoS)
oPort Range (Layer 4 QoS)
o802.1X (MD-5)
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports:
o9608: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection.
o9611G: Two port full-duplex 10/100/1000 BaseT Ethernet switch for PC pass-through
connection.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 114
Issue 26.N (Friday, April 05, 2013)
9621G and 9641G
The color touch-screen models, the 9621G and 9641G, evolve the user experience of the 9600 Series with a
touch interface. Having color touch-screens on more models, with flexible software that can be enhanced in
the future, these Deskphones provide a platform for near and long term enhancements that leverage the
touch-screen capabilities. The 9621G and 9641G are targeted at Essential users who rely on the phone for
business communications or those users that can benefit from tighter and easier access to a wider range of
Avaya applications.
Both telephones are ready for future support of Wideband Audio on IP Office, giving a future proof investment
path. The full duplex hands free audio performance is truly differentiating for heavy speaker phone users.
All the new 9600 Series IP Deskphones are low power including the 9621G and 9641G which are both PoE
Class 2. The 9641G is the first IP Deskphone that can provide Gigabit Ethernet, a color screen AND a button
module while consuming only PoE Class two power.
The 9621G and 9641G have a similar look and feel to the current 9600 Series models and include a dual
position flip stand that positions the phone at approximately 20º in the low position or 60º in the upright
position. The high resolution touch-screen displays are adjustable to 4 independent positions and both models
support removable faceplates and have separate part numbers for versions without a faceplate.
The 9641G can be used with the BM-12 button module. A maximum of three button modules can be connected
at one time. The 9621G does not support a button module.
The 9641G also includes a USB 2.0 interface.
Product Overview:
9621G
9641G
Touch Screen
Yes
Yes
Administrable buttons (3
pages)
24
24
Color
Yes
Yes
Display (fixed)
4.3 inch /10.9 cm
4.7 inch / 11.9 cm
Dual Position Stand
Yes
Yes
Integrated Switch
10/100/1000
10/100/1000
USB Interface
No
Yes
Wideband Capability
Handset, headset, speaker
Handset, headset, speaker
PoE Class
2
2
Applications Buttons
Contacts, Home, History,
Message, Phone, Forward
Contacts, Home, History,
Message, Phone, Forward
Other Keys
Volume, Mute, Headset,
Speaker
Volume, Mute, Headset,
Speaker
Customizable Faceplate
Yes
Yes
Bluetooth Interface
No
Yes
Maximum Button Modules
(2 x 12 buttons)
0
3
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 115
Issue 26.N (Friday, April 05, 2013)
Common Features:
Display:
o9621: Color touch-screen display – 3.7 inches x 2.1 inches (9.5 cm x 5.4 cm);
o9641: Color touch screen display 4.1 inches x 2.3 inches (10.4cm x 5.9cm)
o4-position adjustable tilt display
Fixed Feature Buttons: 11
oVolume up/down (separate volume levels for the handset, speaker, and ringer), Mute button
(LED), Speaker button(LED), Headset button(LED).
oAvaya Menu button (browser, options and settings access), Home/Telephony application button –
to return to main telephone screen.
oContacts button, history (Call log) button (LED), quick-access voicemail Message button with LED
and corner message indicator. Call Forward button
Programmable /Contextual buttons:
o24 administrable keys/functions accessible through touch screen (different layout options)
o0-5 contextual softkey buttons (touch screen). Context sensitive allocation of e.g. Hold, Transfer,
Conference and more.
Key Labels: Icons and text used on fixed feature keys.
Speakerphone: Full duplex speakerphone.
Hearing Aid Compatible: Yes.
Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator.
Personalized Ring Patterns: Three distinct ringtone styles. These include Classic, Alternate and Rich.
The Classic and Alternate versions provide more legacy sounding ring tones. The Rich ringtones are more
elaborate and nontraditional..
Headset Socket: Yes. Bluetooth and DECT headset support (with adapter); 9641: Built in Bluetooth
adapter.
Embedded Applications:
oCentralized call log and contact application, fully transparent between 9600 telephones, 9500
telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office.
oContacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30
calls).
oAccess to company directory and Visual Voice applications on IP Office.
Upgradeable Firmware: Yes.
Expansion: Yes. Support of up to 3 x BM12 button module (9641 only). (2 x 12 buttons per module)
Color: Gray.
Mounting: Desk or wall mountable.
Adjustable Desk Stand: Yes. Reversible wedge stand for desktop or wall-mount use and dual-position
flip stand
IP Details
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit
Power Class: PoE Class (IEEE 802.3af) registers as class 2 device
Codecs: G.711, G.729a/b. ready for G.
Supported Standards including Quality of Service:
oTCP/UDP/RTP/RTCP
oRSVP
oLLDP/LLDP-MED (including VLAN assignment)
oARP/DNS
o802.1Q (Layer 2 QoS)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 116
Issue 26.N (Friday, April 05, 2013)
oVLAN Separation
oDiffServ (Layer 3 QoS)
oPort Range (Layer 4 QoS)
o802.1X (MD-5)
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports: Two port full-duplex 10/100/1000 BaseT Ethernet switch for PC pass-through
connection.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 117
Issue 26.N (Friday, April 05, 2013)
9600 Series IP Telephones
9620L, 9620C IP Telephones
Avaya 9620 IP Telephones are specifically designed for the everyday telephone user – those who typically rely
on multiple communications tools such as e-mail and instant messaging (IM), yet still require a high quality
and intuitive telephone for voice communications.
The Avaya one-X Deskphone family features an intuitive user interface which helps to make users proficient
and confident in performing common telephone tasks such as setting up a conference call or completing a
transfer.
With access to up to 12 lines and features through a simple-to-navigate interface, plus a clear view of 3 lines/
features with LED indicators, the telephones are efficient to use while the small footprint consumes minimal
space on a user's desktop.
Works on:
IP Office
Communication
Manager
9620L
9620C
Common Features
Display/Housing:
·7-line 3.45 inch backlight graphical display with 320 x 160 pixels. 9620L: grayscale; 9620C: color
·Flip stand/dual position
Fixed Buttons: 10 plus Four-way navigation cluster button.
·Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED),
Speaker button (LED), Headset button (LED).
·Avaya Menu button (browser, options and settings access), Telephony application button – to return
to main telephone screen.
·Contacts button, Call log button (LED), quick-access voicemail Message button with LED and corner
message indicator.
Programmable/Contextual buttons:
·4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and
more.
·12 virtual Appearance/Feature buttons, accessible through navigation cluster. Three features shown
at a time with three LED indicators.
Key Labels: Icons and text used on fixed feature keys.
Features Menu: Mobile cell phone style menu with access to most often used features like Call
Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding.
Speakerphone: Full duplex speakerphone
Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic
coupler.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 118
Issue 26.N (Friday, April 05, 2013)
Message Waiting Indicator: Yes - also useable as a ringing call alert indicator.
Personalized Ring Patterns: Yes - 8.
Headset Socket: Yes.
Embedded Applications:
·Centralized call log and contact application, fully transparent between 9600 telephones,
1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office.
·Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls).
Please note that the Voice-dial feature of the 9600 telephones on Communication Manager is not
available on IP Office.
·Access to company directory and Visual Voice applications on IP Office.
External Applications: WML Application Interface
Upgradeable Firmware: Yes.
Expansion:
·Adapter interface: 9620L none, 9620C, one expansion module interface for e.g. Gigabit Ethernet
adapter.
·USB adapter: 9620L none, 9620C: yes
Color: Black.
Mounting: Desk or wall mountable with optional wall mount adapter.
Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and
Russian (English and 4 of the other languages at once in the phone).
Note: While it may be possible to download other languages onto the phone, this will not be applicable to
any data sent by IP Office. If you switch the language to any other not listed above, the display will show
a mixture of the new language and the user’s default language on IP Office.
Requirements for IP Interface
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or optional wall plug local power supply. 9620L:
PoE Class 1, 9620C PoE Class 2
Codecs/audio: G.711, G.729a/b, G.726, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise,
Automatic Gain Control.
Ready for future support of G.722 wideband codec.
QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN).
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or
PC with VLAN separation.
Support of optional Gigabit Ethernet Adapter: 9620L: external. 9620C integrated adapter using
adapter interface.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 119
Issue 26.N (Friday, April 05, 2013)
9630, 9640, 9640G Telephones
Smart, sleek, stylish and highly functional, the Avaya 9640 IP Telephone is designed for the Essential user,
those for whom the telephone is essential in order to perform their jobs. Workers who conduct much of their
business on the phone — moving from one call to the next. The Avaya 9630/9640 delivers advanced
communications capabilities — high definition audio, a brilliant high resolution pixel based color display on the
9640, an integrated WML application interface, one-touch access to Avaya IP Office mobility or forwarding
features — in a solution designed for those who are absolutely dependent on voice communications for their
business operations.
With built in Gigabit Ethernet on the 9630G and 9640G, these telephones are also perfectly suited for
customers with very high requirements for data network performance.
Works on:
IP Office
Communication
Manager
9630G
9640
9640G
Common Features
Display/Housing:
·9-line 3.8 inch backlight graphical display with 320 x 240 pixels. 9650: grayscale; 9650C: color
·Flip stand/dual position
Fixed Buttons: 11 plus Four-way navigation cluster button.
·Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED),
Speaker button (LED), Headset button (LED).
·Avaya Menu button (browser, options and settings access), Telephony application button – to return
to main telephone screen. Call Forward shortcut button
·Contacts button, Call log button (LED), quick-access voicemail Message button with LED and corner
message indicator.
Programmable/Contextual buttons: 10.
·4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and
more.
·6 self-labeled Appearance/Feature buttons with LED for access to 24 administered Appearances/
Features at the side of the display.
Key Labels: Icons and text used on fixed feature keys.
Features Menu: Mobile cell phone style menu with access to most often used features like Call
Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding.
Speakerphone: Full duplex speakerphone
Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic
coupler.
Message Waiting Indicator: Yes - also useable as a ringing call alert indicator.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 120
Issue 26.N (Friday, April 05, 2013)
Personalized Ring Patterns: Yes - 8.
Headset Socket: Yes.
Embedded Applications:
·Centralized call log and contact application, fully transparent between 9600 telephones,
1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office.
·Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls).
Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on
IP Office.
·Access to company directory and Visual Voice applications on IP Office.
External Applications: WML Application Interface
Upgradeable Firmware: Yes.
Expansion:
·2 Adapter interface:
·USB 1.1 adapter
·SBM24 Module interface for up to 3 x SBM 32-button expansion modules (Note: If more than one
button module is used, Power Class of phone needs to be switched to Power Class 3)
Color: Black.
Mounting: Desk or wall mountable with optional wall mount adapter.
Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and
Russian (English and 4 of the other languages at once in the phone).
Note: While it may be possible to download other languages onto the phone, this will not be applicable to
any data sent by IP Office. If you switch the language to any not listed above, the display will show a
mixed of the new language and the user’s default language on IP Office.
Requirements for IP interface
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or optional local power supply: Power Class 2
for all models including GiG-E versions.
Codecs/audio: G.711, G.729a/b, G.726, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise,
Automatic Gain Control. Ready for future support of G.722 wideband codec.
QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN).
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports:
·9640: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with
VLAN separation.
·9630G/9640G: Gigabit Ethernet (10/100/1000) line interface with a secondary 10/100/1000 port for
co-located laptop or PC with VLAN separation.
·Support of optional integrated Gigabit Ethernet adapter using adapter interface.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 121
Issue 26.N (Friday, April 05, 2013)
9650, 9650C IP Telephones
Smart, sleek, stylish and highly functional, the Avaya 9650 IP Telephone is designed for the Essential and
Navigator user profiles who need one touch access to features and bridged appearances of team/Partner
buttons. Building receptionists, executive admin staff are examples of Navigator users who answer incoming
calls, transfer customers to other extensions and monitor several bridged appearances throughout the day.
This is the ideal solution for receptionists, executive assistants, Contact Center Agents as well as Knowledge
workers that need quick access to partner and team features.
Works on:
IP Office
Communication
Manager
9650
9650C
Common Features
Display/Housing:
·9-line 3.8 inch backlight graphical display with 320 x 240 pixels. 9650: grayscale; 9650C: color
·Flip stand/dual position
Fixed Buttons: 10 plus Four-way navigation cluster button.
·Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED),
Speaker button (LED), Headset button (LED).
·Avaya Menu button (browser, options and settings access), Telephony application button – to return
to main telephone screen.
·Contacts button, Call log button (LED), quick-access voicemail Message button with LED and corner
message indicator.
Programmable/Contextual buttons: 15.
·Four contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and
more.
·3 self-labeled Appearance/Feature buttons with LED for access to 24 administered Appearances/
Features at the side of the display.
·8 Additional self-labeled Appearance/Feature buttons with LED with direct access to 2 x 8
Appearances/Features.
Key Labels: Icons and text used on fixed feature keys.
Features Menu: Mobile cell phone style menu with access to most often used features like Call
Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding.
Speakerphone: Full duplex speakerphone
Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic
coupler.
Message Waiting Indicator: Yes - also useable as a ringing call alert indicator.
Personalized Ring Patterns: Yes - 8.
Headset Socket: Yes.
Embedded Applications:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 122
Issue 26.N (Friday, April 05, 2013)
·Centralized call log and contact application, fully transparent between 9600 telephones,
1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office.
·Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls).
Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on
IP Office.
·Access to company directory and Visual Voice applications on IP Office.
External Applications: WML Application Interface
Upgradeable Firmware: Yes.
Expansion:
·2 Adapter interface:
·USB 1.1 adapter
·SBM24 Module interface for up to 3 x SBM 32-button expansion modules (Note: If more than one
button module is used, Power Class of phone needs to be switched to Power Class 3)
Color: Black.
Mounting: Desk or wall mountable with optional wall mount adapter.
Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and
Russian (English and 4 of the other languages at once in the phone).
Note: While it may be possible to download other languages onto the phone, this will not be applicable to
any data sent by IP Office. If you switch the language to any not listed above, the display will show a
mixture of the new language and the user’s default language on IP Office.
Requirements for IP interface
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or optional local power supply: Power Class 2
Codecs/audio: G.711, G.729a/b, G.726, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise,
Automatic Gain Control. Ready for future support of G.722 wideband codec.
QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN).
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or
PC with VLAN separation.
·Support of optional integrated Gigabit Ethernet adapter using adapter interface.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 123
Issue 26.N (Friday, April 05, 2013)
SBM24 Adapter Module
The SBM24 Expansion Module is an optional device that extends the number of call appearances and Feature
buttons available on the telephone. The SBM24 Expansion Module is supported on the 9630, 9640 & 9650 IP
telephones and provides 24 additional programmable buttons - to be configured as call appearances, bridged
appearances, or feature keys. A maximum of three SBM24 modules are supported on a single phone.
·24 programmable call appearance/feature keys.
·Two backlight LCD screens for button labels. Buttons automatically labeled from the system (no paper
labels).
·Connects directly to the associated phone.
·No separate power supply needed. However, using more than one button module changes the power
class of the phone to Class 3.
The total number of SBM24 button modules supported on one IP Office system is 42, subject to the total
system limits.
A Button Module adapter (Ferrite adapter), is required when SBM24 button expansion module is used with the
9630G or 9640G IP telephones.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 124
Issue 26.N (Friday, April 05, 2013)
Accessories
Bluetooth Adapter
The Bluetooth Adapter for 9600 Series IP Telephones allows Bluetooth communications devices such as
headsets to interoperate with 9600 Series telephones. The adapter allows highly mobile workers to use the
same Bluetooth headset with their 9600 Series Deskphone as they use with their cell phone.
The Avaya ABT-35H Bluetooth headset when used with the Bluetooth Adapter supports a wireless range of up
to 30 feet from the Deskphone and provides simple call control (answer, hang-up) directly from the headset.
For users while at their desk, the Bluetooth Adapter allows the freedom of hands free communication along
with investment protection for those already utilizing Bluetooth headsets while on the go. It supports the
Avaya ABT-35 as well as many other third party Bluetooth Headsets
The Bluetooth Adapter can be used with all 9600 telephones except the 9620L and the 96x1. These phones
require a separate "Wedge stand."
Gigabit Ethernet Adapter
The 9600 Gigabit Ethernet Adapter can be fully integrated into a wedge stand of the 9600 telephones and
provides a transparent upgrade option if customers decide to install Gigabit Ethernet at a later date. It is fully
integrated into the management interface of the 9600 telephones. It requires a separate "Wedge stand".
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 125
Issue 26.N (Friday, April 05, 2013)
Power Options for IP Telephones
Avaya supports the IEEE 802.3af, standard for Power over Ethernet (PoE) on its range of IP telephones. With
Power over Ethernet, both power and data are carried over one CAT 5 Ethernet cable. Deploying IP telephones
utilizing Power over Ethernet eliminates the need for local power supplies, AC adapters and cables, and allows
power to be provided from the wiring closet/switch room where it can be easily connected to a UPS system.
There are two power options, in addition to IEEE Power over Ethernet, available to customers to power their
Avaya IP telephones.
·Avaya individual Power Supply for 1600 Series telephones
The 1600 Series telephones have a special power connector to allow the connection of a cost efficient
power supply. These power supplies come in several versions for different countries and voltages.
·Avaya Power over Ethernet adapter for the 1603 phone
The 1603 phone does not support Power over Ethernet natively. A small adapter is needed. The
adapter will fit completely in the stand of the phone, offering a cost efficient option of either using a
power supply or a PoE adapter.
IP Telephone Power Consumption
Measured in Watts using an IEEE 802.3af power supply at 48V. This table shows the power consumption of the
telephones currently shipping. Older versions of telephones might have a different power requirement.
Power Consumption (Watts)
Telephone
PoE
Class
Conservation
Mode
Typical
Max Power
1603/1603SW
2
4.32
3.75
5.10
1608
2
4.66
3.76
5.69
1616
2
3.17
2.83
3.65
Gig Adapter
–
3.16
N/A
5.81
9620L
1
2.1
2.2
2.7
9620C
2
4.6
4.9
5.3
9630G
2
4.6
4.9
6.1
9640
2
4.2
4.6
5.5
9640G
2
4.5
4.9
5.6
9650
2
4.6
5.2
5.6
9650C
2
4.6
5.2
5.6
BM24
n.a
0.39
0.6
0.9
9608
1
1.93
2.08
2.55
9611
1
2.64
3.12
3.78
9621
2
3.18
3.49
4.72
9641
2
3.28
3.44
4.12
BM12
n.a
0.10
0.31
0.62
Avaya Individual Power Supply
The power supply can operate globally within a wide range of Alternating Current (AC) input voltages: 90 -
264 Volts Alternating Current (VAC), 47-63 Hz. This power supply has a green indicator (LED) that shows the
unit has power to the PHONE socket on pins 7&8 of the CAT5 cable.
This item is available in two different versions, with and without an internal battery for uninterrupted power to
the phone.
1151 local power supply, without battery and with battery backup
For 1600 Series telephones, a separate line of cost efficient power supplies is available in different regional
versions.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 126
Issue 26.N (Friday, April 05, 2013)
B100 Conference Telephones
The Avaya B100 Conference telephones provide the convenience and productivity benefits inherent in a
powerful, hands-free conference phone. It offers a range of phones suitable for midsize and large conference
rooms. B100 Series offer both SIP and Analog connections.
Avaya B100 offers superior HD sound quality for a lower cost without consuming bandwidth. Here are a few
benefits to the customers:
·Increase business efficiency – telephone meetings are efficient, spontaneous, and simple. They help
companies streamline their processes.
·Increase ROI – you create savings by reducing travel time and expense.
·Safeguard our environment – you protect our green environment when you substitute traveling with a
highly efficient conference call.
·Be, and sound, professional – top-quality sound is essential for efficient, misunderstanding-free
meetings.
·User friendly experience – B100 is packed with unique user friendly features that are not found on other
competitors’ products, such as connectivity with GSM cell phones, DECT, USB, Analog, and SIP,
Conference Guide, PA connectivity, Wireless Headset Connection.
·Enjoy the leading SIP technology – B179 (a model in B100 Series) is a SIP based model which allows
you to create more savings and efficiency in your telephony network.
This section of the document includes description, features and functionalities of each model, a feature
comparison within the context of complete Avaya conference phone portfolio, accessories, compatible
platforms, and countries the products are available in terms of Type Approval and Localization.
The Avaya B100 Series Conference Phones offer sophisticated and easy to use communication solutions for
small to large companies. Providing superior voice quality with the award winning OmniSound® audio
technology, the B100 Conference Phones cost effectively offer a variety of low bandwidth, plug-and play
deployment options, that address the unique needs of different user groups within your organization with a
broad choice of models.
With a sleek appearance and suite of smart productivity features, the B100 Series are an ideal choice for
companies wanting to add end points to their existing infrastructure or with the deployment of a new network.
The Conference phones can be used to complement scheduled meetings and training sessions or for
impromptu calls between globally dispersed offices and remote workers.
Crystal Clear Sound: OmniSound® audio technology guarantees clear transmission during meetings – so you
and your team don’t miss a beat. Full Duplex transmits and receives sound simultaneously to prevent audio
clipping, 360° surround sound and powerful speakers optimize sound pick-up and broadcasting. Noise
suppression filters out static background noise and an Equalizer lets you adjust pitch to suit your preference.
Plug and Play simplicity: Connecting the Avaya B100 Conference Phones is fast and easy. There is a
conference guide included, perfect for making multi-party calls and a handy phone book which is ideal for
storing your key contacts.
Flexibility and Productivity Enhancing Features: The Avaya B100 Conference Phone portfolio compliments your
existing solutions and can be easily re-deployed as your business grows or when needs change. Enhance web
conferencing, video and other communications environments with the addition of these audio conferencing
solutions.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 127
Issue 26.N (Friday, April 05, 2013)
B149
Avaya B149 is an excellent choice when holding telephone conferences with-out compromising sound quality.
The Avaya B149 is equipped with Avaya’s patented OmniSound® 2.0 audio technology, for crystal-clear
sound. Save your contacts in the phone book and use the conference guide to easily set up multi-party calls or
pre-programmed group calls. Avaya B149 also has a built-in recording function that enables you to record
your calls on an SD memory card. With its modern design, Avaya B149 will be a welcome addition to any
conference room. It’s also ideal in larger settings with the addition of optional expansion microphones. Hold
productive telephone conference meetings that not only save time but the environment as well by cutting
travel expenses. The Avaya B149 has the following advantages:
·OmniSound® 2.0
·Analog connection
·SD call recording
·Expandable with microphones
·Phonebook
·Conference guide
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 128
Issue 26.N (Friday, April 05, 2013)
B159
Avaya B159 is packed with many smart features and designed for flexible performance. Record your
conversations on SD memory cards, while the line mode allows you to switch between and combine three
connectivity technologies — analog, cell phones and USB. The conference guide helps you make multiparty
calls and save call groups, which is very useful if you make regular calls to the same group. The Avaya B159 is
also ideal in larger contexts as you have the option of adding expansion microphones, a wireless headset and a
PA system too. It goes without saying that the Avaya B159 delivers ultimate sound quality, based on a brand
new generation of OmniSound® 2.0, Avaya’s crystal clear audio technology. Last, but not least — the Avaya
B159 has an intriguing Scandinavian design that enhances any conference table. The Avaya B159 has the
following advantages:
·OmniSound® 2.0
·Analog connection
·Connects to DECT/mobile phones
·USB-connection
·Connection for Wireless headset
·Expandable with microphones
·SD call recording
·Expandable for PA System
·Line selector
·Phonebook
·Conference guide
·Built-in bridging function
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 129
Issue 26.N (Friday, April 05, 2013)
B179
The Avaya B179 is a flexible SIP-based conference phone, perfect for companies that use IP voice services. Its
clear, natural sound comes from OmniSound® 2.0, Avaya's patented wideband audio technology. The stylishly
designed Avaya B179 is packed with intelligent features for more efficient conference calls. Use the conference
guide to call pre-programmed groups with just a few simple pushes of a button. Conveniently import and
export contact details via the Web interface. Create your own phone book with the personal user profile
feature. The Avaya B179 is ideal for large conference room up to 30 square meter or 320 square foot. It is
also perfect for larger conferences since it can accommodate expansion microphones, an external wireless
headset and a PA system. With the Avaya B179 your company will have a conference phone that combines all
the benefits of IP voice service with innovative new features. The Avaya B179 has the following advantages:
·OmniSound® 2.0
·SIP based
·5-way conference calls
·SD call recording
·Built-in bridging function
·Expandable with microphones
·Connection for Wireless headset
·Phonebook
·Conference guide
·Expandable for PA System
·Web-based configuration of import/export of contacts and settings
·PoE (Power over Ethernet)
·With IP Office 8.0, the B179 supports G.722 HD Voice
The B179 is supported on IP Office R 7.0 and later. An IP Office Avaya IP Endpoint License is required to
connect a B179 Conference Phone to the IP Office. (It is not required to use an IP Office 3rd Party IP Endpoint
license for the B179).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 130
Issue 26.N (Friday, April 05, 2013)
B100 Accessories
This section provides a list of accessories and compatible models. For more details about material code and
pricing, please see Pricing & Material Code session.
When you order a phone, it already comes with some accessories. In the box, it includes:
·B179: the phone, AC adaptor 14 V DC, power cable, Ethernet network cable, SD memory card 2GB
·B159: the phone, AC adaptor 14 V DC, dual power / Analog line cable, SD memory card 2GB,
·B149: the phone, AC adaptor 14 V DC, dual power / Analog line cable
B100 offers various accessories. The section below explains how various accessories works in different
situations:
·Power cable (material code 700501551) vs. extension power cable (material code 700501542): The
power cable can work with all 3 models, connecting the AC Adapter and the phone, length 7.5M. You
can increase the length to 15M by adding extension power cable. However, the extension power cable
will not connect the AC Adapter and phone by itself. It will always need the power cable.
·Dual power/Analog line cable (material code 700501541) vs. Dual power/Analog line extension cable
(material code 700501543): These cables work with B149 and B159 only. The power cable and analog
cable are attached together. You will need the dual power / analog line cable to connect between the AC
adapter, the RJ11 port, and the phone. In the case you want to double the length of the cable, you
should add the dual power/Analog line extension cable to Dual power/Analog line cable. Extension cable
power and analog telephone, 7.5 meters EIJA-5320 class IV and 6/2. Extension adapter included.
·Various mobile phone cables: These mobile phone cables can connect your mobile phone to the
conference phone and turn the conference phone into a loud speaker to share the conversation with
other people in the room.
·USB cable for PC connection (material code 700501544): This USB cable provides connectivity between
the phone and your PC to make VoIP calls.
PA interface box (material code 700501537): For connection to external loudspeaker and microphone system
(PA system). Plug: RCA in/out. Connection cables 2.5 metres.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 131
Issue 26.N (Friday, April 05, 2013)
B100 Feature Comparison
By offering the B100 Series, together with the current Avaya conference phone offering, Avaya now offers a
complete range of conference phones across various protocols (SIP, Analog, and H323) and across small and
large enterprise markets. The Avaya B179 SIP Conference Phone fills a gap within the Avaya portfolio, offering
a conference phone complimentary with Avaya Aura SIP architecture.
Below is a comparison across Avaya conference phone portfolio.
B149
B159
B179
Material Code
700501533
700501530
700501532
AREA OF USE
Large situation
Yes
Yes
Medium-sized conference
room
Yes
Yes
Yes
Number of people / Area
Up to 10 / 30 sq meter
or 320 sq ft
Up to 10 / 30 sq meter
or 320 sq ft
Up to 10 / 30 sq meter
or 320 sq ft
Number of people with
expansion microphones /
Area
Up to 16 / 70 sq meter
or 750 sq ft
Up to 16 / 70 sq meter
or 750 sq ft
Up to 16 / 70 sq meter
or 750 sq ft
Number of people with PA
connection
More than 16
More than 16
CONNECTION LINE
Protocol
Analog
Analog
SIP
To cell phone and cordless
handset
Yes
To computers for VoIP
Yes
FEATURES
Sound technology
OmniSound® 2.0
OmniSound® 2.0
OmniSound® 2.0
Power over Ethernet
Yes
USB port for computer
connection
Yes
Keypad
Yes
Yes
Yes
Display
128x64 pixels
128x64 pixels
128x64 pixels
MENU with phonebook,
language selection, call
duration, etc
Yes
Yes
Yes
Date/Time
Yes
Yes
Yes
SD call recording
Yes
Yes
Yes
Phone book (Number of user
profile)
Yes (1)
Yes (1)
Yes (4)
Conference guide
Yes
Yes
Yes
Line selector with bridging
function
Yes
Yes
Connection for wireless
headset
Yes
Yes
OPTIONAL ACCESSORIES
Expansion Microphones
Yes
Yes
Yes
Cables for GSM/DECT
connection
Yes
Interface box for PA system
connection
Yes
Yes
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 132
Issue 26.N (Friday, April 05, 2013)
9504 and 9508 Digital Telephones
Avaya is continuing driving design innovation by offering two new paperless digital sets in the same design line
as the 9600 telephones:
These telephones are delivering all the core values of the 5400 digital sets while innovating in areas like
backlight displays for easy readability and full duplex handsfree support also on digital sets (9508 only)
The two button-orientated models, the 9504 and 9508, provide a traditional user experience with dual color
buttons on either side of the graphical displays. These are ideal for customers who are migrating from a
traditional digital environment and desire to move to IP with minimal change. As well as targeting more
traditional users, these models are suited for Everyday users who use voice as an element within their
business communications but are not considered power users.
The 9504 and 9508 models have 4/8 buttons around the display with 2/4 on the left and 2/4 on the right.
Users can select to display information in a single column with two/four rows or in two columns with two/four
rows each, depending on their needs. In two-column mode, approximately thirteen characters can be
displayed on a line in each column. The exact number depends on the language and the characters because
the font includes variable width characters.
As digital telephones, the new sets offer superior power efficiency. They are full powered from IP Office when
The 9508 includes support for a new 2 x 12 button module on which features, speed dials, bridged or
individual call appearances can be programmed. A maximum of 3 button modules of either type can be
connected to these Deskphones. Please note that a separate power supply is needed when a BM12 is
connected.
Each model also includes one touch access to key applications including Contacts, History (previously Call Log)
and Home (previously menu). One touch access to these core applications simplifies the user experience and
eliminated the new to navigate through menus to get to the most commonly used features.
On top of that, when connected to IP Office these telephones will offer access to advance IP Office features
like Visual Voice, IP Office Feature menu or centralized storage for call log, system directory and personnel
directory. With that they offer full support of the hot-desking capabilities of IP Office.
The 9504 has a four-line monochrome display with backlight, while the 9508 has the same backlight 8-line
monochrome display as the 9608 IP version.
These models support a dual position stand at approximately 40º or 60º degrees. The display is fixed and is
not adjustable like other 9600 Series IP Deskphones. The 9504 and 9508 do not support removable
faceplates.
9504
9508
Product Overview:
9504
9508
Physical Buttons
4
8
Administrable buttons (3
pages)
12
24
Number of display Lines
4
8
Display (fixed)
4-line .
3.8 inch / 9.7 cm
Softkeys
4
4
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 133
Issue 26.N (Friday, April 05, 2013)
Dual Position Stand
Yes
Yes
Speaker/handsfree
Yes
Yes. DSP based full duplex
handsfree
Applications Buttons
Contacts, Home, History,
Message, Phone
Contacts, Home, History,
Message, Phone
Other Keys
Volume, Mute, Headset,
Speaker
Volume, Mute, Headset,
Speaker
5 Way Navigation Cluster
Yes
Yes
Customizable Faceplate
No
No
Maximum Button Modules
(2 x 12)
none
3
Please note that the 9600 telephones as well as the 9500 telephones are supported on IP Office
IP500 and IP500 V2 hardware only.
Works
on:
IP Office
(IP500/IP500 V2)
Communication Manager
9504
9508
Note: a second version of these digital telephones is planned for launch with Communication manager at a
later time.
Common Features:
·Display: 9508: Monochrome Backlit display – 3.2 inches x 2.2 inches (8.2 cm x 5.5 cm); 9504:
Monochrome Backlit display – 4 rows by 24 characters
Fixed Feature Buttons: 10 plus Four-way navigation cluster button.
·Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED),
Speaker button (LED), Headset button (LED).
·Avaya Menu button (browser, options and settings access), Telephony application button – to return
to main telephone screen.
·Contacts button, history (Call log) button (LED), quick-access voicemail Message button with LED and
corner message indicator.
·Programmable /Contextual buttons:
·9508: 24 - in 3 switchable display pages of 8 matching the 8 physical display buttons. All 8 buttons
with Dual LED indicator
·9504: 12 - in 3 switchable display pages of 4 matching the 4 physical display buttons. All 4 buttons
with Dual LED indicator
·4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and
more.
·Key Labels: Icons and text used on fixed feature keys.
·Speakerphone: Full duplex speakerphone (9508), Two-way speakerphone (9504)
·Hearing Aid Compatible: Yes.
·Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator.
·Personalized Ring Patterns: Yes – 8 (Traditional Avaya)
·Headset Socket: Yes. Bluetooth and DECT headset support (with adapter)
·Embedded Applications:
·Centralized call log and contact application, fully transparent between 9600 telephones,
1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office.
·Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls).
Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on
IP Office.
·Access to company directory and Visual Voice applications on IP Office.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 134
Issue 26.N (Friday, April 05, 2013)
·Upgradeable Firmware: Yes.
·Expansion:. Yes. Support of up to 3 x BM12 button (2 x 12 buttons per module, total of max. 64
available buttons) (9508 only). A separate power supply is needed when connection the BM12 to the
phone as the digital line cannot power phone plus button module
·Color: gray.
·Mounting: Desk or wall mountable.
·Adjustable Desk Stand: Yes two-position stand, approx 40° and 60°angle
Button Module 12 for 9508, 9608, 9641
A new button module is being added to the portfolio. The 2 x 12 Button Module provides dual color LEDs/
buttons aligned with 12 rows on the graphical display. It includes two pages with 12 buttons each and a left or
right arrow to indicate which page is currently not visible. When both pages are programmed the user has a
total of 24 buttons available.
The 12 button module also includes a new quick-labeling feature button that is located under the display.
Three 12 button module can be simultaneously connected to any one of the new 9600 Series IP Deskphones
except the 9621G as well as with the 9508 digital phone. This button module ships with the same dual position
stand as the 9508/9608.
Works on:
Up to three modules to be connected
9608
9611
9621
9641
9504
9508
·Programmable /Contextual buttons:
·24 administrable keys/functions accessible
·12 physical keys with LCD labels and dual LED
·Quick-labeling key plus left/right page-key
·Color: gray.
Note: when 9508 is used, a separate power supply is needed to power the module.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 135
Issue 26.N (Friday, April 05, 2013)
1600 Series IP Telephones and 1400 Series Digital Telephones
Avaya one-X is a portfolio of communications solutions that deliver a powerful and consistent communications
experience for the end user – across a variety of devices and interfaces. Avaya one-X solutions provide
Intelligent Access to Intelligent Communications driving enhanced productivity and competitive advantage.
Avaya one-X Deskphone Value Edition, also called the 1600 Series of IP telephones, is a family of cost
effective IP Telephones designed especially around the needs of the Small and Mid-Size Business customer.
For users of a digital solution, the 1400 Series of Digital telephones offer the same functionality and consistent
communication experience on a line of digital telephones, giving customers the choice to select the right
solution regardless of the method of connection.
The line of 1600 telephones has been further enhanced with the 1600-I Series, providing an easier-to-read
graphical display with white backlight, consistent with the displays of the 1400 family.
Designed with the reliability you expect from Avaya, one-X Deskphone Value Edition telephones provide critical
features and capabilities not often found in competitively priced models.
The family of 1400/1600 telephones consist of three models, designed around different user needs:
·The 1403/1603 phone is designed for the Walk Up user and basic Everyday user. For a Walk Up
scenario, the 1403/1603 is used common areas in offices, stockrooms, lobbies, or drop-in desks.
Users can be building visitors, employees, or even customers who need a phone with a simple,
familiar user interface. The 1603 telephones comes in two versions: The 1603, a basic phone without
Ethernet switch for locations where no PC is connected to the phone, typically for the walkup user, as
well as the 1603 SW, with a basic Ethernet switch to connect additional components to the phone,
well suited for the basic Everyday user.
·The Avaya 1408/1608 IP Telephone is designed for the Everyday user. Everyday users typically rely
on several forms of communication including voice and email – and while they require a quality
telephone, they rarely handle large amount of calls at the same time. Cubicle workers and sales staff
are examples of Everyday users for whom the 1408/1608 delivers a productivity-enhancing
telephone.
·The Avaya 1416/1616 IP Telephone is designed for the Receptionist/Assistant user. Receptionists,
secretaries, and managers are examples of this type of user – people who answer incoming calls,
transfer customers to different departments or extensions, and monitor several line appearances
throughout a typical day. For the Receptionist/Assistant user, the 1416/1616 provides the most one-
touch line/feature/speed-dial buttons without the need to scroll through on-screen lists.
All 1400 Series and 1600 Series telephones share a consistent design line and feature a button-centric layout.
With fast access to all needed features like hold, transfer and conference, easily readable back-lit displays and
a stylish design, they are an important addition to the Avaya portfolio of telephones for the Small and Mid-Size
market.
All telephones share a number of feature keys with clear, paper labels. On the 1408/1608 and 1416/1616,
features are also available through a feature list on screen that makes selecting features and line appearances
easy even when hotdesking to another phone.
The telephones are accompanied by a complete set of accessories like cost efficient power supplies, easy to
use paper labels and spare parts. For powering options for the 1600 IP telephones refer to the section Power
Options for IP Telephones .
For easy and efficient generation of labels, free DESI printing software is available from http://support.avaya.
com (on the 1600 Phone Series page). This can be used to print all labels correctly formatted on plain paper or
available DESI labels. A PDF document with correct formatting can also be downloaded. Additionally, labels can
be printed in the correct format directly from IP Office Manager.
For 1600 Series telephones requiring Gigabit Ethernet support, a Gigabit Ethernet adapter is available -
providing 10/100/1000 Mbps support for both the 1600 Series phone and co-located laptop or PC.
Note that no Ethernet cable is included with the 1600 Series telephones. If a cable is needed, it should be
ordered separately at the required length.
125
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 136
Issue 26.N (Friday, April 05, 2013)
1603 and 1603SW IP Telephones and 1403 Digital Telephones
This telephone is best suited for the Walkup and Basic Everyday user.
Works on:
IP Office
Communication Manager
1603
1603 SW
1603-I
(R5 and later)
1603SW-I
(R5 and later)
1403
On the 1600 line, only the 1603-I/603SW-I versions with improved display are available.
The Avaya 1403/1603 supports 3 line appearances. Each of the buttons includes dual LEDs (red, green)
providing explicit status for the user. For a familiar look and feel, the 1403/1603 includes several fixed feature
keys for common telephone tasks including conference, transfer, drop, hold, and mute. In addition, the
1403/1603 includes a 2-way speakerphone. The display on the 1403/1603 measures two lines by 16
characters and is backlit for easier viewing in all lighting conditions.
The 1603 SW telephone has the same features/functionality as the 1603 phone, it adds on top of that however
a secondary Ethernet port and is therefore targeted at the basic Everyday user.
The newly introduced 1603-I/1603SW-I are functionally equal to the 1603/1603SW but feature a higher
quality graphical display with white backlight, identical to the display of the digital 1403 telephone.
Common Features:
·Display/Housing:
oBacklit display – 2 rows by 16 characters. Green backlight for 1603/1603-SW, white backlight for 1603-I,
1603SW-I, 1403.
oReversible wedge stand for desktop and wall-mount use.
·Fixed Buttons: 10.
oVolume up/down (separate volume levels for the handset, speaker, and ringer), Mute button, Speaker
button.
oAvaya Menu button (options and settings access).
oHold button, Conference button, Transfer button, Drop button, Redial button.
·Programmable/Contextual buttons: 3.
o3 line appearance key buttons – with dual LEDs (red, green) and paper labels (Printing tool available).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 137
Issue 26.N (Friday, April 05, 2013)
·Key Labels: Icons and text used on fixed feature keys.
·Speakerphone: Two-way handsfree speaker and microphone.
·Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic
coupler.
·Message Waiting Indicator: Yes - also useable as a ringing call alert indicator.
·Personalized Ring Patterns: Yes - 8.
·Headset Socket: No.
·Upgradeable Firmware: Yes.
·Expansion: None.
·Color: Black.
·Mounting: Desk or wall mountable.
Requirements for 1403:
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Requirements for IP interface: (1603, 1603SW, 1603-I, 1603SW-I)
·Power Supply: Optional IEEE 802.3af Power over Ethernet (PoE) adapter (class 2) or optional wall plug
local power supply.
·Codecs/audio: G.711, G.729a/b, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain
Control.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN).
·SNMP Support: Yes.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: 1603 - Single Ethernet (10/100) line interface. Support of optional Gigabit Ethernet
Adapter.
·Ethernet Ports: 1603 SW Ethernet (10/100) line interface with a secondary 10/100 port for co-located
laptop or PC with VLAN separation. Support of optional Gigabit Ethernet Adapter.
·Well suited for everyday use, where typically smaller sized data files transferred (web, email file
attachments) or less demanding data-transfer application/usage (thus less sensitive to data transfer
completion times).
·For highly demanding data traffic processing with large amounts of small packets we recommend the
1616 phone for full speed data throughput.
Language Support:
·1403/1603: Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese
and Russian (English and four of the other languages at once in the phone).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 138
Issue 26.N (Friday, April 05, 2013)
1608 IP Telephones and 1408 Digital Telephones
This telephone is best suited for the Everyday user.
Works on:
IP Office
Communication
Manager
1608
1608-I
(R5 and above)
1408
(in future)
On the 1600 line, only the 1608-I version with improved display is available today.
The Avaya 1408/1608 supports 8 line appearances / feature keys. Each of the buttons includes dual LEDs (red,
green) providing explicit status for the user. For a familiar look and feel, the 1408/1608 includes several fixed
feature keys for common telephone tasks including conference, transfer, drop, hold, and mute. In addition, the
1408/1608 includes a high quality two-way speakerphone, and supports a broad portfolio of Avaya wired and
wireless headsets through its integrated headset jack.
The 1408/1608 features a context sensitive user interface along with three softkeys and a four-way navigation
cluster – ideal for scrolling through the local contacts list or call logs. The display on the 1408/1608 measures
three lines by 24 characters and is backlit for easier viewing in all lighting conditions.
The newly introduced 1608-I is functionally equal to the 1608 but features a higher quality graphical display
with white backlight, identical to the display of the digital 1416 telephone.
Common Features:
·Display/Housing:
oBacklit display – 3 rows by 24 characters. Green backlight for 1608, white backlight for 1608-I, 1408.
oDual position flip stand.
·Fixed Buttons: 15 plus Four-way navigation cluster button.
oVolume up/down (separate volume levels for the handset, speaker, and ringer), Mute button, Speaker
button, Headset button.
oAvaya Menu button (options and settings access), Telephony application button – to return to main
telephone screen.
oHold button, Conference button, Transfer button, Drop button.
oContacts button, Call log button, Redial button, quick-access voicemail Message button.
·Programmable/Contextual buttons: 11.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 139
Issue 26.N (Friday, April 05, 2013)
o8 line appearance/feature key buttons – with dual LEDs (red, green) and paper labels (Printing tool
available). Note: For typical installs, the first 3 buttons are reserved for standard call appearances; a
minimum of 2 call appearance buttons is needed for standard operation.
oThree contextual softkey buttons.
·Key Labels: Icons and text used on fixed feature keys.
·Features Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding,
Park, Settings, etc. On screen status indication for activated features like call forwarding.
·Speakerphone: High quality two-way handsfree speaker and microphone.
·Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic
coupler.
·Message Waiting Indicator: Yes - also useable as a ringing call alert indicator.
·Personalized Ring Patterns: Yes - 8.
·Headset Socket: Yes.
·Embedded Applications:
oCentralized call log and contact application, fully transparent between 1408/1608/1416/1616 phone, 9600
telephones and Avaya one-X™ Portal for IP Office.
oContacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls).
oAccess to company directory and Visual Voice applications on IP Office.
·Upgradeable Firmware: Yes.
·Expansion: None.
·Color: Black.
·Mounting: Desk or wall mountable with optional wall mount adapter.
Requirements for 1408:
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Requirements for IP interface (1608, 1608-I):
·Power Supply: IEEE 802.3af Power over Ethernet (PoE) class 2 device or optional wall plug local power
supply.
·Codecs/audio: G.711, G.729a/b, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain
Control.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN).
·SNMP Support: Yes.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC
with VLAN separation.
oWell suited for everyday use, where typically smaller sized data files transferred (web, email file
attachments) or less demanding data-transfer application/usage (thus less sensitive to data transfer
completion times).
oFor highly demanding data traffic processing with large amounts of small packets we recommend the
1616 phone for full speed data throughput.
oSupport of optional Gigabit Ethernet Adapter.
Language Support:
·1408/1608: Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese
and Russian (English and four of the other languages at once in the phone).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 140
Issue 26.N (Friday, April 05, 2013)
1616 IP Telephones and 1416 Digital Telephones
This telephone is best suited for the Receptionist/Assistant User.
Works on:
IP Office
Communication
Manager
1616
1616-I
(R6)
1416
(in future)
On the 1600 line, only the 16016-I version with improved display is available today.
The Avaya 1416/1616 supports 16 line appearances/feature keys on the phone itself – and up to 3 x 32-
button expansion modules, providing access to a total of 112 line/feature keys or speed dial buttons. This will
satisfy the needs of even the most demanding secretary or receptionist. Each of the buttons features a dual
LED (red, green) providing explicit status for the user. For a familiar look and feel, the 1416/1616 includes
several fixed feature keys for common telephone tasks including conference, transfer, drop, hold, and mute. In
addition, the 1416/1616 includes a high quality two-way speakerphone, and supports a broad portfolio of
Avaya wired and wireless headsets through its integrated headset jack.
The 1416/1616 features a context sensitive user interface along with three softkeys and a four-way navigation
cluster – ideal for scrolling through the local contacts list or call logs. The display on the 1416/1616 measures
four lines by 24 characters and is adjustable for optimum viewing angle. Additional caller related information is
displayed with active appearances for easier call handling. The display is backlit for easier viewing in all
lighting conditions.
The newly introduced 1616-I is functionally equal to the 1616 but features a higher quality graphical display
with white backlight, identical to the display of the digital 1416 telephone.
Common Features:
·Display/Housing:
oBacklit display – 4 rows by 24 characters with adjustable display angle. Green backlight for 1616, white
backlight for 1616-I, 1416.
oDual position flip stand.
·Fixed Buttons: 15 plus Four-way navigation cluster button.
oVolume up/down (separate volume levels for the handset, speaker, and ringer), Mute button, Speaker
button, Headset button.
oAvaya Menu button (options and settings access), Telephony application button – to return to main
telephone screen.
oHold button, Conference button, Transfer button, Drop button.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 141
Issue 26.N (Friday, April 05, 2013)
oContacts button, Call log button, Redial button, Quick-access voicemail Message button.
·Programmable/Contextual buttons: 19.
o16 line appearance/feature key buttons – with dual LEDs (red, green) and paper labels (Printing tool
available). Note: For typical installs, the first 3 buttons are reserved for standard call appearances; a
minimum of 2 call appearance buttons is needed for standard operation.
oThree contextual softkey buttons.
·Key Labels: Icons and text used on fixed feature keys.
·Feature Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding,
Park, Settings etc. On screen status indication for activated features like call forwarding.
·Speakerphone: High quality two-way handsfree speaker and microphone.
·Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic
coupler.
·Message Waiting Indicator: Yes - also useable as a ringing call alert indicator.
·Personalized Ring Patterns: Yes - 8.
·Headset Socket: Yes.
·Embedded Applications:
oCentralized call log and contact application, fully transparent between 1408/1608/1416/1616 phone, 9600
telephones and Avaya one-X™ Portal for IP Office.
oContacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls).
·Access to company directory and Visual Voice applications on IP Office.
·Upgradeable Firmware: Yes.
·Expansion: Module interface.
·1616: For up to 3 x BM32 32-button expansion modules (Note: An external power supply is needed for
all installs with more than 1 button module).
·1416: for up to 3 x DBM32 32-button expansion modules (Note: An external power supply is needed in
any case): Note: While the 1416 supports three DBM32, availability of the DBM32 will be slightly
delayed compared to availability of 1416.
·Color: Black.
·Mounting: Desk or wall mountable with optional wall mount adapter.
Requirements for 1416:
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Requirements for IP interface (1616 and 1616-I):
·Power Supply: IEEE 802.3af Power over Ethernet (PoE) class 2 device or optional wall plug local power
supply.
·Codecs/audio: G.711, G.729a/b, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain
Control.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN).
·SNMP Support: Yes.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC
with VLAN separation. Support of optional Gigabit Ethernet Adapter.
Language Support:
·1416/1616: Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese
and Russian (English and four of the other languages at once in the phone).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 142
Issue 26.N (Friday, April 05, 2013)
BM32 Button Module for 1616 IP Telephones and DBM32 Button Module for
1416 Digital Telephones
The DBM32/BM32 Button Module extends the number of feature buttons on your Avaya 1416 Digital/1616 IP
Telephone. It provides 32 additional buttons all with dual LEDs (red, green) for easy visibility.
Up to 3 DBM32/BM32 button modules can be connected to a 1416/1616 phone. The total number of DBM32/
BM32 button modules supported on one IP Office system is 32, subject to the total system limits.
Note that the DBM32 can only be used with the Digital 1416 while the BM32 is for use with the 1616 IP phone.
Typical uses are:
·to provide additional lines for calls bridged from one or more other extensions
·to provide abbreviated dialing buttons
·to provide buttons to access additional switch features like call forwarding
Please note that an external power supply is always needed for a DBM32 connected to a 1416 telephone and is
needed when connecting more than one BM32 to a 1616 telephone.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 143
Issue 26.N (Friday, April 05, 2013)
T3 Telephones
The T3 range of digital UPN and IP telephones provide European style with context sensitive displays and are
available in select European countries only. While the digital version is currently available, the IP version is no
longer sold new. We recommend to use the 9600 line IP telephones instead.
T3 Compact
This telephone is best suited for the Walkup User. It is available in Europe only.
Note that the T3 IP compact is no longer available for new sales
Common Features:
·Display: 1 line with 24 characters alphanumerical plus one line of icons
·Fixed Feature Buttons: 3 keys with printed text labels and 2 for Audio Volume control
·Programmable Feature Buttons: 3 keys with indicators and printed text labels, 2 keys with printed
text labels
·Speakerphone: Full duplex handsfree speaker and microphone.
·Hearing Aid Compatible: Through optional handset
·Message Waiting and call log Indicator: Yes
·Personalized Ring Patterns: Yes, 8 ring patterns
·Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer;
Alphanumeric entry via dialing keypad.
·Color: Graphite gray or polar white.
·Mounting: Desk or optional wall mountable.
·Adjustable Desk Stand: No
Features for T3 UPN only:
·Upgradeable Firmware: No.
·Optional Add-Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets.
·Headset Socket: No. Optional headset add-on available.
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Features for T3 IP only:
·Upgradeable Firmware: Yes
·Headset Socket: Yes
·Optional Add-Ons: No
·Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit.
·Codecs: G.711, G.729a/b.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN)
·SNMP Support: No.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch.
oAuto-negotiation provided separately for each port.
o802.3 Flow Control.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 144
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 145
Issue 26.N (Friday, April 05, 2013)
T3 Classic
This telephone is best suited for the Everyday User. It is available in Europe only.
Note that the T3 IP Classic is no longer available for new sales
Common Features:
·Display: 4 lines x 26 characters
·Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume
control
·Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 4
programmable keys with printed text labels
·Speakerphone: Two-way handsfree speaker and microphone.
·Hearing Aid Compatible: Through optional handset
·Message Waiting and call log Indicator: Yes
·Personalized Ring Patterns: Yes, 8 ring patterns.
·Headset Socket: No. Optional headset add-on available.
·Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer; Alpha
entry via dialing keypad.
·Optional Add-Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets.
·Color: Graphite gray or polar white.
·Mounting: Desk
·Adjustable Desk Stand: Display adjustable
Features for T3 UPN:
·Upgradeable Firmware: No.
·Optional Add-Ons: up to 3 DSS Modules
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Features for T3 IP:
·Upgradeable Firmware: Yes.
·Optional Add-Ons: up to 3 DSS Modules with AEI/Headsetlink,
·Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit.
·Codecs: G.711, G.729a/b.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN)
·SNMP Support: no.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch.
oAuto-negotiation provided separately for each port.
o802.3 Flow Control.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 146
Issue 26.N (Friday, April 05, 2013)
T3 Comfort
This telephone is best suited for the Executive as well as the Receptionist/Assistant User. It is available in
Europe only.
Note that the T3 IP Comfort is no longer available for new sales
Common Features:
·Display: 17 lines x 40 characters, Integrated keyboard
·Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume
control
·Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 6
preprogrammed keys with printed text labels, 10 user programmable keys with associated display
labels.
·Speakerphone: Two-way handsfree speaker and microphone.
·Hearing Aid Compatible: Through optional handset
·Message Waiting and call log Indicator: Yes
·Personalized Ring Patterns: Yes, 8 ring patterns.
·Headset Socket: No. Optional headset add-on available.
·Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer
·Optional Add-Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets.
·Color: Graphite gray or polar white.
·Mounting: Desk
·Adjustable Desk Stand: Display adjustable
Features for T3 UPN:
·Upgradeable Firmware: No.
·Optional Add-Ons: up to 3 DSS Modules
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Features for T3 IP:
·Upgradeable Firmware: Yes.
·Optional Add-Ons: up to 3 DSS Modules with AEI/Headsetlink,
·Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit.
·Codecs: G.711, G.729a/b.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN)
·SNMP Support: No.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch.
oAuto-negotiation provided separately for each port.
o802.3 Flow Control.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 147
Issue 26.N (Friday, April 05, 2013)
T3 DSS Expansion Modules
The T3 DSS Module is a phone expansion module that is compatible with all T3 UPN and T3 IP Telephones
except the T3 IP Compact. Each module provides an additional 36 programmable buttons with associated
printed text labels and indicators, and can be programmed for lines, groups or speed dial numbers. 3 DSS
Modules can be added to each T3 phone. Power is provided by T3 UPN telephones, but an external power
adapter is needed for each DSS module when used on T3 IP telephones.
Please refer to System Button Module Support for the total system limitations of button modules on IP Office.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 148
Issue 26.N (Friday, April 05, 2013)
Wireless Phone Solutions
Avaya IP Office Wireless Solutions include analog, digital and IP-based WiFi wireless telephones. These are
solutions employees can use every day to work more effectively and be more responsive to customers - all
while increasing revenues and keeping communication costs firmly under control. Also, Avaya IP Office Mobility
Solutions integrate seamlessly with IP Office, enhancing each customer’s investment. IP Office's in-building
Mobility Solutions improve communication with staff that, because of the function they perform, are mobile
within the workplace. Using wireless technology, such individuals may be instantly contactable, with many
obvious benefits;
·The wireless telephone is carried in the pocket, so users are not tied to the desk in order to remain in
contact.
·Users may be contacted instantly to ensure fast, accurate decision making and immediate response to
problems through planned radio coverage with no blind spots
Avaya Wireless Solutions
IP Office supports the following wireless solutions:
·DECT R4, is the mainstream IP based DECT solution, offered in the EMEA and NA regions and in
selected APAC countries. With the new Compact base-station, it is also the first choice for small
installs with smaller channel/capacity need.
·IP-DECT in the EMEA and NA regions and in selected APAC countries is also supported on IP Office.
Note that the IP-DECT solution will be eventually completely replaced by DECT R4.
·Digital Wireless North American market.
·Avaya VoIP WiFi Solution offered worldwide in selected countries including North America, EU
countries and selected others.
IP Office supports the following VPN remote phone solutions:
·VPN phone functionality on all supported 9600 telephones. VPN functionality is an integral part of the
9600 software that does not require a separate software load. VPN phones require an IP end-point
license and at minimum, an Essential Edition license.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 149
Issue 26.N (Friday, April 05, 2013)
D100
The D100 SIP Wireless Terminal is a cordless phone system that is adapted for IP Office. The D100 solution
delivers the productivity-boosting benefits of IP and wireless communications across multiple offices in a
convenient, lightweight handset. It provides businesses with a highly functional wireless solution with the
ability to scale to support large numbers of users. A single base station can support up to eight (8) handsets,
each of which can support up to five (5) simultaneous calls. Each IP Office can support up to four (4) base
stations.
The D100 base station and D160 handset extensions are configured using IP Office Manager. Use System
Status Application to administer the D100 and view its details. While some administrative options are available
via the handset, the preferred method of configuration is via IP Office Manager.
Phone functionality
The following table summarizes the phone functions available on the D100.
#
Category
Description
1
Telephony features
·Account Code Entry
·Automatic Callback
·Automatic Intercom - Dial voice call
·Button Programming
·Call Forward
·Call Log
·Call Pickup Any
·Call Park
·Call Record
·Conference
·Conference Meet Me
·Directed Call Pickup
·Do Not Disturb
·Emergency call
·Extension Login/Logout
·Follow Me Here/To
·Forward All
·Group Page
·Group Pickup
·Make and drop call
·Mute
·Private Call
·Relay On/Pulse
·Redial
·Remote Park
·Retrieve Call
·Speed Dial
·Stamp Log
·Transfer
·Twinning
·Voicemail
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 150
Issue 26.N (Friday, April 05, 2013)
2
Languages supported
·English
·French
·Italian
·German
·Spanish
3
Ethernet
10/100 Mbps, half/full duplex, auto-negotiation support.
4
Network
TCP, UDP, IP, DHCP, HTTP (future support planned for VLAN, 802.1x and
SNMP).
5
DoS Attack Protection
·LAND attack
·Ping Of Death
SYN flooding attack
ARP attack
6
Codec
G.711
7
Handset
You can connect up to eight (8) handsets to a single base station.
Capacity and performance
Base Station capacity and performance
Item
Value
Cell radius
100–350 feet (30–100 metres) indoors
Maximum number of base stations per IP Office
4 base stations
Maximum number of handsets that can belong to a
base station
8 handsets
Maximum simultaneous calls per base station
40 calls (5 calls per handset)
Maximum number of repeaters per base station
6
Maximum number of entries for global directory
100
Maximum number of entries for local directory
100 entries per handset
Maximum number of call logs
100 logs per handset (for both incoming and outgoing
calls)
Handset capacity and performance
Item
Value
Maximum simultaneous calls per handset
5 calls
Average talk time (with new battery)
16 hours
Average standby time (with new battery)
168 hours
Repeater capacity and performance
Item
Value
Cell radius
100–350 feet (30–100 metres) indoors
Maximum number of repeaters per base station
6
Maximum number of linked repeaters
3
Maximum number of channels per repeater
4
(note that calls carried from linked repeaters will
consume channels)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 151
Issue 26.N (Friday, April 05, 2013)
Hardware components
Base Station
#
Label
Description
Reset button hole
Press and hold for five (5) seconds to reset the base station.
Registration button
Press and hold until the base station LED flashes to register the base station
with IP Office.
Hold this button for three (3) seconds when registering handsets.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 152
Issue 26.N (Friday, April 05, 2013)
Handset
#
Label
Description
1
Up/Down keys
Controls the speaker and ringer volume.
Also allows correction of name and number entry when programming a speed
dial button.
2
Mute key
Mutes the handset microphone.
3
Soft keys (S1–S4)
Activates the option listed directly above it on the display. There are four (4)
soft keys.
4
Off-Hook/Handsfree
key
Answers a call or enter handsfree mode.
5
On-Hook key
Ends a call or exits a menu.
6
Dialpad
Use the dialpad to make calls, to enter contact phone numbers and names, and
to navigate through contacts and call logs.
7
Function keys (F1–
F8)
Use the appropriate function key to activate the feature assigned to that key.
There are eight (8) configurable function keys.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 153
Issue 26.N (Friday, April 05, 2013)
Repeater
Charge unit
#
Label
Description
1
Rechargeable battery
slot
Recharges a spare D100 battery.
2
Cradle
Holds the handset upright as depicted and charges the handset.
3
Blue handset LED
Indicates when the handset is placed in the charge unit.
The LED flashes to indicate that the handset is charging. When the handset is
fully charged the LED stops flashing and appears solid.
4
Blue battery LED
Indicates when the battery slot is in use.
The LED flashes to indicate that the battery is charging. When the battery is
fully charged the LED stops flashing and appears solid.
5
Battery slot tab
Locks the rechargeable battery in place. Press down on this tab to unlock and
remove the battery.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 154
Issue 26.N (Friday, April 05, 2013)
Wireless - DECT R4
The Avaya DECT R4 solution delivers the productivity-boosting benefits of IP and wireless communications
across multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional
wireless solution with the ability to scale to support large numbers of users. This system also supports users in
different offices connected via a WAN. The Avaya DECT R4 solution radio fixed part or IP base station (IPBS)
connects to the IP Office using an IP protocol based on H.323.
Avaya’s DECT R4 solution features all advantages of a full-blown DECT solution for the enterprise market:
Cost-effective, high wireless voice quality in a frequency band exclusively reserved for DECT that is secure,
easy to deploy and enhance.
DECT R4 also includes integrated administration and simplified install. This exposes more IP Office features to
the DECT solution and reduces the TCO for both business partner and customer. Highlights include:
·Simplified install - 4 steps on the master base station, nothing on the slave; rest by handset prompts
or IP Office Manager
·Simplified GUI mode on the base station displays options that are applicable to IP Office only
·All further administration via IP Office Manager, e.g. Adds. Moves and changes..
·Integrated handset in-call and out of call feature menu giving access to many features without
programming the handset: Login/out, forwarding (including number), park/hold, conference etc
·Idle line display of user name/number including status indicator Do Not Disturb, parked/held calls,
twinned, group etc.
·Additional display of calling number during alerting, using two lines of display
·Two new, special purpose handsets:
oOne ruggedized handset for use in e.g., industrial environments offering superb protection from
liquids, dust etc.: 3740:
oA special "intrinsically safe" handset for usage in areas with high risk of explosions, like coal-
mines, refineries, gas stations etc. where e.g. a minor internal spark in the handset could
otherwise ignite an explosion.: 3749
·DECT R4 is now available in additional regions, especially in the CALA theatre. Type approval has
been achieved for Mexico, Brazil and Argentina. Please note that due to regulation, separate power
supplies are required and not all powering/charging options may be available. Please refer to the
DECT R4 product description on support.avaya.com.
The cost-efficient 4-channel base-station "compact" offers a more economical solution for small installs of e.g.
3 base-stations/10 handsets where 4-radio channels are sufficient.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 155
Issue 26.N (Friday, April 05, 2013)
System Overview
The complete DECT R4 solution consists of the following:
·Four wireless handsets (3720, 3725, 3740, and 3749) plus a line of accessories.
·Two 8-channel radio base stations (with internal and external antennas) with IP interface for usage
with IP Office.
·A 4-channel Compact base-station for small installs, up to 5 can be used per system.
·An IP DECT Gateway to enable an IP connection with IP Office and ISDN connection with radio base
stations.
·An appliance server for centralized functions like corporate directory and internal phonebook access,
simple text messaging, integration of messaging and other external applications, centralized
configuration and maintenance etc.
As the solution contains a handset with liquid protection and BlueTooth headset interface and an appliance
server for attaching messaging applications it is especially well suited for verticals like healthcare and retail.
All handsets and radio base stations support the DECT frequency bands in EMEA, APAC, NAR and CALA with
the same hardware and firmware. (Please check type approval for availability in the different regions)
The Avaya DECT R4 solution on IP Office supports up to 384 handsets and 128 base stations. Each base
station can be powered over the LAN using the Power over Ethernet (PoE) standard. Each base station can be
also powered by an external power supply. There are two versions of the base station (IPBS) available:, a
standard base station with fixed antennas and an enhanced base station with a variety of external antennas
(External antenna not available in the US). Both base-stations can be installed in an outdoor housing to
provide an "external" base-station.
In all approved regions, this system supports the 3720, 3725, 3740, and 3749 handsets.
Note: A SARI certificate is required for the DECT R4 to work on IP Office.
SARI Certification
Unlike IP DECT, DECT R4 does not require licensing. However, you still need to know the necessary number of
VCM channels on IP Office. To uniquely identify a single system (e.g. to generate a PARK code) one SARI
certificate (Secondary Access Rights Identifier) is required once per DECT installation to identify the system.
The SARI is printed on paper and must be ordered separately.
Generally, each system requires its own SARI to e.g. avoid cross-usage of phones. While not recommended, a
single customer with several sites, but non-overlapping base-stations, could use the same SARI certificate. A
base-station can be added and changed without any problem.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 156
Issue 26.N (Friday, April 05, 2013)
IP DECT Radio Base Station 1 (IPBS1)
The DECT R4 Radio Base Stations are used with IP Office only. You can have up to five base stations per
system. Each station connects directly to a LAN switch using Ethernet cabling. The DECT R4 Radio Base
Stations can either be powered by Power-over-Ethernet or by using external power supplies that are available
as accessories.
Each standard DECT R4 Radio Base Station can handle up to eight concurrent calls while each Compact Radio
Base Station can handle up to 4 concurrent calls. A special protocol called on-air synchronization ensures that
active calls are seamlessly handed over from one DECT R4 Radio Base Station to the next one if a user with an
active call roams through a building.
To make sure that the on-air protocol works and that the whole building is covered by the ranges of the DECT
R4 Radio Base Stations, a site survey is needed to determine the number and placement of the DECT R4 Radio
Base stations within the building. Avaya offers these site surveys as a service offer by AGS as well as
measurement kits for business partners who want to do these site surveys on their own.
The on-air synchronization as well as the access to the phonebook of IP Office is done by a special software
(master server) that can run in parallel to the standard DECT R4 Radio Base Station software on the same
hardware.
In this release of IP Office, IPBS2 replaced IPBS1. While they are functionally the same, IPBS2 can be used in
a mixed configuration with IPBS1.
DECT R4 Radio Base Station with internal
antennas
DECT R4 Radio Base Station with
external antennas
Each base station has the following features:
·Two variants of the standard Radio Base Station: With Internal antenna and with External Antenna
due to regulation, in the US only the base-station with internal antenna may be used.
·There are several antennas available for the base-station with external antenna: Standard, Directional
Single, Directional Dual, Omnidirectional.
·One variant of the Compact Radio Base Station with internal antennas. The compact base station has
the same look and feel as the base station with internal antenna.
·Outdoor housing available for both versions
·Up to five compact base stations per system can be installed
·8 simultaneous voice and up to 12 signaling channels for the standard Radio Base Stations.
·4 simultaneous voice and up to 12 signaling channels for the compact Radio Base Stations.
·Codec G.711, G723, G.729a/b for base station IP trunk connection.
·Power consumption
·Power over Ethernet or local power supply supported
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 157
Issue 26.N (Friday, April 05, 2013)
·Power over Ethernet, IEEE 802.3af, class 2, typical 4W, maximum 5W consumption.
·Dimension: 200 (w) x 165 (d) x 56 (h) mm including mounting bracket
·Weight RBS: 450g.
IP DECT Radio Base Station 2 (IPBS2)
Avaya is introducing the new IP base stations (IPBS2) for the DECT R4 to replace the first generation of IP
base stations (IPBS1). There is no change to the functionality of the IP base station and the feature set
provided on IP Office.
Avaya will continue to offer the same version of the IP base station 2 as currently offered for the IPBS1:
·IP base station 2 w/ internal antennas
·IP base station 2 w/ external antennas (for European Union, Switzerland, Iceland, Norway and Russia
only)
·IP base station 2 Compact for IP Office
The IP base station 2 products are fully interoperable with the IP base station 1 products and the IP DECT
Gateway solution.
The IP base station 2 product also use the same housing as the equivalent IP base station 1 products which
means that there is no change to the mounting products and IPBS1 units can be easily replaced with IPBS2
units if needed. External antennas and power supplies for IPBS1 can also be used with IPBS2.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 158
Issue 26.N (Friday, April 05, 2013)
IP DECT Gateway Information
The IP DECT Gateway allows connecting digital base stations to the DECT R4 solution with the intention to
leverage existing 4-wire cabling, for example when replacing an older PBX with IP Office.
In addition, Avaya is introducing new versions of the IP Base Stations (IPBS) and the Avaya Inbuilding
Wireless Server (AIWS).
The new Avaya IP DECT Gateway solution consists of new digital DECT base stations connected to an Avaya IP
DECT Gateway.
The solution extends the existing Avaya DECT R4 solution by making use of 4-wire UPN-cables. The Avaya IP
DECT Gateway will enable digital DECT base stations to act as additional radios that belong to an Avaya DECT
R4 system. The IP DECT Gateway will be connected to the LAN and communicate to the IP Office, AIWS,
Chargers and any IPBS via IP.
Standalone Avaya IP DECT Gateway installations and mixed installations with DECT R4 IP base stations are
possible.
DECT R4 IP Base Stations and Digital Base Stations use the same housing and accordingly the same mounting
options can be used.
Major highlights of the Avaya IP DECT Gateway solution include:
·Up to 16 digital base stations can be connected to an Avaya IP DECT Gateway appliance
·Up to two IP DECT Gateways are supported per IP Office; stackable solution (multiple IP DECT GW
appliances operating in one IP DECT system)
·Remote power feeding of digital base stations via UPN-ports
·Synchronization of attached digital base stations via UPN cables (including automatic cable delay
measurement).
·Over-the air synchronization master for IP base stations. Master sync or backup sync functionality can
reside in the gateway appliance.
·Seamless roaming and handover, also with IP base station on same site
·IP DECT master functionality can reside in an IP DECT Gateway
·Remote configuration and software upgrade of IP DECT Gateway appliance (web-based)
·Remote SW update of digital base stations connected to the Gateway appliance
·Support of same wireless handset types as in a pure IP DECT R4 installation only using IP Base
Stations (3720, 3725, 3740, 3749, 3rd party CAP/GAP handsets providing same level of functionality
as current DECT R4 IP DECT solution)
·Provision of same AIWS functions as with a pure IP DECT R4 installation only using IP Base Stations
·Configuration option for reuse of Avaya’s UPN-repeaters: this means a configuration option for each
base station port to disable the automatic cable delay measurement and instead manually set a cable
delay for that specific port
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 159
Issue 26.N (Friday, April 05, 2013)
The IP DECT Gateway introduces four new products:
·IP DECT Gateway
·Digital Base Station w/ internal antennas (for European Union, Switzerland, Iceland, Liechtenstein,
Norway and Russia)
·Digital Base Station w/ external antennas (for European Union, Switzerland, Iceland, Norway and
Russia)
·Digital Base Station w/ internal antennas (for US and Canada)
Note: Digital ISDN DECT Base Stations from Integral are NOT supported on the IP DECT Gateway.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 160
Issue 26.N (Friday, April 05, 2013)
DECT Feature Overview
Given the degree of integration available to wireless users with DECT, there are a variety of means by which
calls can be routed to wireless handsets:
·Handover
While in motion, the handset performs continuous measurements to determine which DECT R4 base
station has the strongest signal. The one that can be best received is defined as the active Base
station. To prevent the handset from rapidly switching back and forth between two base stations that
are equally well received, threshold values are used. Handover between base stations occurs
seamlessly whether a call is active or not.
·DECT Networking
An DECT R4 telephone can travel from one office to another which is connected over a wide area
network (WAN) link and make and take calls. In this scenario the main DECT R4 controller remains at
one "headquarters" location, with slave base stations in up to 31 other offices.
·DDI/DID
Since each wireless handset is an extension on the IP Office system calls may be routed directly using
a DDI/DID number.
·Transfer
Calls may be transferred to DECT extensions by operators or other extension users and DECT
extension users may transfer callers to any other extension user.
·Hunt group compatibility
Wireless handsets may be programmed as members of groups and answer calls in the same manner
as any other extension within that group.
·Group working
Wireless handsets may be programmed as members of groups and attract calls in the same manner
as any other extension within that group. DECT handsets must NOT be configured into collective
groups.
·Divert destination
Users may initiate any or all diverts from an Avaya desk phone to a wireless handset.
·Twinning
Twinning allows calls to a user main extension number to alert at both that extension and a secondary
extension. Though not restricted to DECT, this feature is aimed primarily at users who have both a
desk phone and a wireless extension. Calls from the secondary twinned extension are presented as if
from the user's main extension. Presentation of call waiting and busy is based on whether either of
the twinned extensions is in use.
·DECT R4 Capacities:
Feature
DECT
R4
Maximum Handsets
384
Maximum Base Stations if Master Server is on a standard RBS
128
Maximum Digital Base Stations
128
Maximum Base Stations if Master Server is on a Compact RBS
5
Maximum IP DECT Gateways
8
Total Base Stations/Compact Base Stations/Digital Base Stations
128
Total number of Compact Base Stations
5
Maximum simultaneous calls
100*
*May be limited by the available VCM voice compression channels for calls to non-IP destinations.
DECT R4 on IP Office does not support Redundancy option.
·Redundancy
DECT R4 on IP Office does not support Redundancy option.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 161
Issue 26.N (Friday, April 05, 2013)
·Licensing
Other than IP-DECT, DECT R4 does not require any licensing by itself (next to the licensing for the
appropriate VCM channels in IP Office). However, a valid SARI license is required and must be
ordered.
For each DECT handset one Avaya IP Endpoint license is required. In addition, one SARI Certificate is
required for each DECT R4 system to uniquely identify that DECT R4 System. The SARI is printed on
paper and must be ordered separately. This applies for regular IP Base Station as well as IP DECT
Gateway type of deployments.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 162
Issue 26.N (Friday, April 05, 2013)
DECT R4 Inbuilding Wireless Server 2 (AIWS2)
First generation AIWS has been replaced with AIWS2. The Avaya AIWS2 is a new application server module for
DECT R4 solution to run applications such as messaging, central phonebook, LDAP directory access, centralized
device management and OAP interface provision. AIWS2 handles wireless services and messaging, and runs
on a solid state embedded server. It comes pre-installed, with the appropriate features activated on that
server.
The Avaya AIWS2 servers supports the same feature set as the first generation AIWS servers.
Major highlights include
·19-inch rack-mountable and wall-mountable, "pizza box" form factor
·Built-in power supply
·400 MHz ARM9 processor with 256 MB RAM and 1GB On-board flash
·Basically support for all features support on AIWS1
·Upgrade capability from AIWS1 to AIWS2 (re-use of module keys, licenses, and configuration files
from Elise 2 appliances possible)
·Full interoperability with AIWS appliances (mixed AIWS installations of AIWS1 and AIWS2 possible)
Avaya is introducing replacement part numbers for the AIWS2 products. In addition, a front mounting kit and
a reverse mounting kit will be introduced.
For installation and maintenance, this server is managed by a PC using Windows Internet Explorer (7.0 or
above) and Sun’s Java Runtime Environment.
Several variants of the server are available. All Servers come fully installed and preloaded with licenses so no
extra installation is needed. There is no upgrade available from e.g. Basic to standard.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 163
Issue 26.N (Friday, April 05, 2013)
Basic
Basic+
Standard
OAP
NTP Server
(IP Office can also act as NTP Server)
X
X
X
X
Access To Central Phonebook
X
X
X
X
Access To Corporate Directories
(LDAP on CM /TFTP on IP Office )
(Central IP Office phonebook is also supported directly
on the Master RBS)
X
(only IP
Office)
X
(only IP
Office)
X
(IP Office &
LDAP)
SMS Handset to Handset
X
X
X
X
Basic Web Messaging
X
X
X
X
Netpage Web Messaging
X
Software Download Over-The-Air
X
(up to 32
handsets)
X
(up to 120
handsets)
Software Download Via Advanced/Rack Charger
X
(up to 32
handsets)
X
(up to 120
handsets)
Centralized Handset Configuration Over-The-Air
X
(up to 32
handsets)
X
(up to 120
handsets)
Centralized Handset Configuration Via Advanced/
Rack Charger
X
(up to 32
handsets)
X
(up to 120
handsets)
Virtual SIM Card
X
(up to 32
handsets)
X
(up to 120
handsets)
AIWS as Protocol Converter
X
(only OAP)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 164
Issue 26.N (Friday, April 05, 2013)
3720 DECT
This telephone is fully supported on the Avaya DECT R4 system.
Standard DECT handset:
·Black and white display with Backlight and Icons
·Loudspeaker / hands free
·Graphical user interface
·Four way navigation key
·6 built-in UI languages
·Standby 180 hours , Talk Time 16 hours (under optimal conditions).
·This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya
IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and
handover. Access to other features including IP Office central directory and time of day is not available
in GAP-mode.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 165
Issue 26.N (Friday, April 05, 2013)
3725 DECT
This telephone is fully supported on the Avaya DECT R4 system.
Standard DECT handset:
·Color Display with Backlight and Icons
·Loudspeaker / hands free
·Build in Bluetooth 2.0, supporting the "headset" profile. While others standard compliant headsets
should work, Avaya has only tested a selected number. See list of Headsets .
·Graphical user interface
·Four way navigation key
·19 built-in UI languages. However, in some languages menu items may appear in the English language.
·Standby 180 hours, Talk Time 16 hours (under optimal conditions) Bluetooth headset interface
(Bluetooth 2.0, handsfree profile)
·Liquid and dust protected (IP 44)
·Multi-functional button (alarm call, answer call, etc.)
·Text message support (requires AIWS, 30 messages sent/received storable, message length 160
characters)
·This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya
IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and
handover. Access to other features including IP Office central directory and time of day is not available
in GAP-mode.
131
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 166
Issue 26.N (Friday, April 05, 2013)
The new DECT R4 handsets will work with the legacy IP DECT system. Nevertheless not all features available
with the 3701 and 3711 handsets will be available on the DECT R4 handsets as well. An (incomplete) list of
working features is:
·Subscription with PARK.
·Basic Call.
·Display Messages (with some limitations, e.g. truncation at end of line).
·Handover.
·Roaming.
·R-Key Handling (Enquiry call, Conference, ...).
·Feature Access Codes.
·Distinguish between internal/external calls.
·DTMF during call.
·Local call log (calling party numbers are transmitted).
·Local time and date.
Features already known to be not working with DECT R4 handsets and the legacy IP DECT system are
·Access of external directory (e.g. LDAP).
·Get time and date from the system.
·WML (WAP access).
·SMS/Messaging (not a feature of the legacy IP DECT system).
Generally it is highly recommended to do a sample installation with one handset first before rolling out a larger
set of DECT R4 handsets on a legacy IP DECT system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 167
Issue 26.N (Friday, April 05, 2013)
3740 Ruggedized DECT
This telephone is fully supported on the Avaya DECT R4 system.
·Black and white display with Backlight and Icons
·Loudspeaker / hands free
·Graphical user interface
·Four way navigation key
·19 built-in UI languages. However, in some languages menu items may appear in the English language.
·Standby 150 hours, Talk Time 18 hours (under optimal conditions)
·Ruggedness: Shockproof certification IEC 60068-2-32, procedure 1 from 2 meters
·Operating temperature: -10°C to +55°C
·Liquid and dust protected (IP 65)
·Multi-functional button (alarm call, answer call, etc.)
·Text message support (requires AIWS, 30 messages sent/received storable, message length 160
characters).
·This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya
IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and
handover. Access to other features including IP Office central directory and time of day is not available
in GAP-mode.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 168
Issue 26.N (Friday, April 05, 2013)
3749 Intrinsically Safe DECT Handset
This telephone is fully supported on the Avaya DECT R4 system.
·Color display with Backlight and Icons.
·Loudspeaker / hands free.
·Build in Bluetooth 2.0, supporting the "headset" profile. While others standard compliant headsets
should work, Avaya has only tested a selected number. See list of Headsets .
·Graphical user interface.
·Four way navigation key.
·19 built-in UI languages. However, in some languages menu items may appear in the English language.
·Standby 80 hours, Talk Time 10 hours (under optimal conditions).
·Ruggedness: Shockproof certification IEC 60068-2-32, procedure 1 from 2 meters.
·Operating temperature: -10°C to +55°C.
·Liquid and dust protected (IP 65).
·Multi-functional button (alarm call, answer call, etc.).
·Text message support (requires AIWS, 30 messages sent/received storable, message length 160
characters).
·Limitations due to power constraints for Intrinsically Safe handsets:
·Display brightness is lower.
·The keypad has no backlight for security reasons.
·The vibrator and sound are not activated simultaneously (Ringing and vibration alternate).
·The ring signal/beeper volume is slightly lower than 3740.
·Loudspeaker volume is slightly lower than 3740.
·This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya
IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and
handover. Access to other features including IP Office central directory and time of day is not available
in GAP-mode.
169
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 169
Issue 26.N (Friday, April 05, 2013)
DECT R4 Handset Summary
Telephone
3720 DECT
Telephone
3725 DECT
Telephone
3740 DECT
Telephone
3749 DECT
Telephone
Keys:
Keypad
yes
yes
yes
yes
Hook on/off buttons
yes
yes
yes
yes
Softkeys
3
3
3
3
Navigation cluster
4-way
5-way
4-way
4-way
Volume buttons
yes
yes
yes
Mute button
yes
yes
yes
Alarm button
yes
yes
yes
Display:
Display, illuminated
112 x 115 pixels,
Black and white
128 x 160
pixels, 64K
colors
128 x 160
pixels, Black and
White
128 x 160 pixels,
64K colors
Battery indicator
yes
yes
yes
yes
Signal strength
indicator
yes
yes
yes
yes
Time and date
display
yes
yes
yes
yes
Audio:
Handsfree
yes, 2-way speakerphone
yes, 2-way speakerphone
Headset interface 2.5
mm
yes
no, IP65 compatible special plug
Bluetooth 2.0
Headset profile
no
yes
no
yes
Supported Ring tones
14
14
14
14
Ring tone volume
8 levels
8 levels
Vibration
yes
yes
Ringing options
Ring, Vibration, visual
Ring, Vibration, visual
Usage profiles
Supported
Supported
Key beep
Yes, selectable
Yes, selectable
Volume control
8 levels
8 levels
8 levels
8 levels
Features
Message LED (Red-
green)
yes
yes
yes
yes
Call log (Local)
25 entries
25 entries
25 entries
25 entries
Local Directory/
Contacts
250
250
250
250
Access to IP Office
Directory
Possible[1]
Possible[1]
Possible[1]
Possible[1]
Support of Text
Messaging
no
Optional[1]
Optional[1]
Optional[1]
Phone lock
pin protected
pin protected
pin protected
pin protected
Keyes lock
yes
yes
yes
yes
Programmable "in
Call Feature" menu
10 functions
10 functions
10 functions
10 functions
Programmable "Call
Services" Menu
10 functions
10 functions
10 functions
10 functions
GAP compliant
yes
yes
yes
yes
Hardware:
Battery
Lithium Polymer
Lithium-Ion
Lithium-Ion
Lithium-Ion
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 170
Issue 26.N (Friday, April 05, 2013)
Telephone
3720 DECT
Telephone
3725 DECT
Telephone
3740 DECT
Telephone
3749 DECT
Telephone
Standby/Talk time -
No Bluetooth
160/16 hours
120/20 hours
150/18 hours
80/10 hours
Standby/Talk time -
with Bluetooth
n.a.
120/13 hours
n.a.
80/6 hours
Charge time
4 hours
4 hours
4 hours
4 hours
Dust/Liquid
Protection level
IP 44
IP 65
IP 65
Ruggedness
IEC 68-2-32, procedure 1,
dropped 12 times from 1 metre
IEC 68-2-32, procedure 1, dropped
12 times from 2.0 m
Intrinsically save
design (for use e.g.
in mining, chemical
industry, gas-
stations)
No
No
No
Yes
Size
133 × 53 × 24
134 × 53 × 26
mm
143 x 59 x 29
mm
143 x 59 x 29
mm
Weight
115 g (battery
and clip included
130 g (battery
and clip
included)
180 g (battery
and clip
included)
180 g (battery
and clip included)
Belt clip options
none, standard, swivel
none, standard, swivel
Localization
:
Supported languages
English,
Czech
Czech
Czech
German
Danish
Danish
Danish
Spanish
Dutch,
Dutch,
Dutch,
French
English
English
English
Downloadable
language (one of
14[2])
Finnish
Finnish
Finnish
French
French
French
German,
German,
German,
Greek
Greek
Greek
Hungarian
Hungarian
Hungarian
Italian
Italian
Italian
Norwegian
Norwegian
Norwegian
Polish
Polish
Polish
Portuguese
(Brazilian)
Portuguese
(Brazilian)
Portuguese
(Brazilian)
Portuguese
Portuguese
Portuguese
Russian
Russian
Russian
Slovakian,
Slovakian,
Slovakian,
Spanish
Spanish
Spanish
Swedish
Swedish
Swedish
1. Requires AIWS Server for integration with IP Office
2. Language supported on phone, IP Office menu items might appear in English.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 171
Issue 26.N (Friday, April 05, 2013)
Supported Bluetooth Headsets on the 3725 and 3749 headsets
3725 and 3749 have build in Bluetooth 2.0, supporting the "headset" profile. While others standard compliant
headsets should work, Avaya has only tested a selected number.
The following headsets are recommended:
·Plantronics Voyager 520
·Plantronics Voyager 835
·Plantronics Explorer 390
·Nokia BH-804
·Nokia BH-904
·SonyEricsson HBH-PV740
·Peltor M2RX7-WS4
·SonyEricsson HBH-PV702
·SonyEricsson HBH-GV435
·SonyEricsson HBH-IV835
·Plantronics Voyager510
·Plantronics Explorer665
·Nokia BH-201
·Jabra BT8010
·Motorola H350
·Motorola H670
·Samsung WEP4102
Features known to be networking with DECT R4 handsets and the legacy IP DECT system are
·Access of IP Office/ external directory (e.g. LDAP).
·Get time and date from the system.
·WML (WAP access).
·SMS/Messaging (not a feature of the legacy IP DECT system).
Generally it is highly recommended to do a sample installation with one handset first before rolling out a larger
set of DECT R4 handsets on a legacy IP DECT system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 172
Issue 26.N (Friday, April 05, 2013)
DECT R4 Accessories and Site Survey Kits
DECT R4 Accessories
In addition to the standard chargers, a number of high functionality chargers exist:
·Basic Charger
oCharges one DECT phone (3720 and 3725)
oCharge time: 4 hours.
·Advanced Charger
oCharges one DECT phone (3720 and 3725)
oSupports easy replacement of telephones
oConnected to configuration tool PDM (Portable Device Manager) via USB or Ethernet
oCharge time: 4 hours.
·Rackmount Charger
oSame functionality as the advanced charger but for up to 6 DECT telephones (3720 and 3725)
oCharge time: 4 hours.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 173
Issue 26.N (Friday, April 05, 2013)
·Multiple Battery Charger
oCharges 6 batteries (3725).
·Portable Device Manager
Software to be used in combination with Advanced or Rackmount Charger in order to Manage the
3720 and 3725 phone:
oRequirements: Windows XP Professional, Service Pack 2 (SP2) or Windows Vista Business
operating system, Sun Java Runtime Environment (JRE) 6 or later, Acrobat Reader 5 or higher.
·Other accessories
oHandset Basic Belt Clip
oHandset Swivel Belt Clip
oHandset Leather Case (3720 and 3725)
oHandset Security Chain
Site Survey Kits
Site Survey Kits contain the items indicated in the table below. However, note that Site Survey Kits do not
include IP Base Stations or handsets. As such, you must purchase the following items separately:
·Two IP Base Stations
·at least one of the following DECT handsets: 3725, 3740,3749 (3720 does not support the Site
Survey mode)
Comcode
Description
Contents
70050121
6
DECT SITE
SURVEY KIT
V2 W/
BATTERY
·One carrying case
·Two brackets for placing the base stations on e.g. a door or on a tripod
·Two battery cables to connect the battery to the base station
·Two battery chargers incl. user manuals-
·Interchangeable attachments / plugs (EU, UK, AU+US)-
·Two battery packs
·One user guide
Usage only in EU/EFTA, US, Canada, Singapore and UAE
70050121
7
DECT SITE
SURVEY KIT
V2 W/O
BATTERY
·One carrying case
·Two brackets for placing the base stations on e.g. a door or on a tripod
·Two battery cables to connect the battery to the base station
·Two 0,5 m cable with DC plug
·One user guide
Usage in all countries where the DECT R4 portfolio can be sold
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 174
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 175
Issue 26.N (Friday, April 05, 2013)
Wireless - Avaya IP DECT
IP-DECT, while fully supported, is no longer available for new sales or upgrades.
The IP DECT solution delivers the productivity-boosting benefits of IP and wireless communications across
multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional wireless
solution with the ability to scale to support large numbers of users. This system also supports users in different
offices connected via a WAN. The Avaya IP DECT solution radio fixed part (RFP) or base station connects to the
IP Office using an IP protocol based on H.323.
The Avaya IP DECT solution supports up to 120 handsets and 32 base stations. Each base station can be
powered over the LAN using the Power over Ethernet (PoE) standard. Each indoor base station can also
optionally be connected to main power via an external power adaptor. Each outdoor base station can only be
powered using PoE - no individual power supplies are available to power the outdoor IP DECT base station.
In EMEA and APAC this system supports the 3701 and 3711 handsets.
In North America, only the 3711 handset is supported.
Note: The regulatory requirements for the radio part (base station and Handset) are slightly different in the US
and Canada compared to EMEA and APAC. Therefore, while providing the same functionality, the hardware is
different in these two regions.
Each Base station has the following features:
·8 simultaneous Voice and up to 12 Signaling Channels.
·Codec G.711, G.723, G.729 for base station IP trunk connection.
·Handover
While in motion, the handset performs continuous measurements to determine which IP DECT base
station has the strongest signal. The one that can be best received is defined as the active Base
station. To prevent the handset from rapidly switching back and forth between two base stations that
are equally well received, threshold values are used. Handover between base stations occurs
seamlessly whether a call is active or not.
·DECT Networking
An IP DECT telephone can travel from one office to another which is connected over a wide area
network (WAN) link and make and take calls. In this scenario the main IP DECT controller remains at
one "headquarters" location.
Given the degree of integration available to wireless users with DECT, there are a variety of means by which
calls can be routed to wireless handsets:
·DDI/DID
Since each wireless handset is an extension on the IP Office system calls may be routed directly using
a DDI/DID number.
·Transfer
Calls may be transferred to DECT extensions by operators or other extension users and DECT
extension users may transfer callers to any other extension user.
·Hunt group compatibility
Wireless handsets may be programmed as members of groups and answer calls in the same manner
as any other extension within that group.
·Group working
Wireless handsets may be programmed as members of groups and attract calls in the same manner
as any other extension within that group. DECT handsets must NOT be configured into collective
groups.
·Divert destination
Users may initiate any or all diverts from an Avaya desk phone to a wireless handset.
·Twinning
Twinning allows calls to a user main extension number to alert at both that extension and a secondary
extension. Though not restricted to DECT, this feature is aimed primarily at users who have both a
desk phone and a wireless extension. Calls from the secondary twinned extension are presented as if
from the user's main extension. Presentation of call waiting and busy is based on whether either of
the twinned extensions is in use.
IP DECT Capacities
Feature
IP DECT
Maximum handsets
120
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 176
Issue 26.N (Friday, April 05, 2013)
Maximum base-stations
32
Total base-stations/repeaters
32
Maximum simultaneous calls
100*
*May be limited by the available VCM voice compression channels for calls to non-IP destinations.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 177
Issue 26.N (Friday, April 05, 2013)
3701 IP DECT
This telephone is fully supported on the Avaya IP DECT system. It is no longer available for new sales.
However, it can also be used on the Avaya DECT R4 system in 'GAP-mode' with functionality limited to
standard calling functionality, DECT roaming and handover. The built in feature list will not work on DECT R4.
·Listen-only handsfree speaker.
·SOS Emergency key for speed dialing an emergency number.
·Information key that can be used for:
oPhone number lists and voice mail indication.
oInformation and speaker key flash when active.
·50 phone book entries in every handset
·10 possible ring tones with temporary mute.
·4-level signal strength display.
·Speaker and handset volume, 3-levels and mute capability.
·Manual and automatic key lock (1 minute timer).
·Temporary ring tone muting.
·Silent charging.
·12 menu languages: Czech, Danish, Dutch, English, Finnish, French, German, Italian, Norwegian,
Portuguese, Spanish and Swedish. However, in the Czech and Norwegian language mode some menu
items may appear in the English language.
·Illuminated 3-line graphic display (96 x 33 pixels), variable 3-level contrast.
·Stand-by time: Up to 100 hours.
·Talk time: Up to 10 hours.
·Charge time: max. 6 hours for empty batteries.
·Weight: 138 grams including 3 AAA (NiMH) batteries.
·Dimensions (Height x Width X Depth): 146 x 55 x 28 mm.
Optional telephone accessories include:
·Desktop charger.
·An adapter cord for use with headsets.
·Heavy-duty belt clip.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 178
Issue 26.N (Friday, April 05, 2013)
3711 IP DECT
This telephone is fully supported on the Avaya IP DECT system. It is no longer available for new sales.
However, it can also be used on the Avaya DECT R4 system in 'GAP-mode' with functionality limited to
standard calling functionality, DECT roaming and handover. The built in feature list will not work on DECT R4.
The 3711 phone supports the same features as the 3701 IP DECT handset but with the following differences:
·Full handsfree speakerphone operation.
·Headset connection (2.5 mm jack).
·Vibrating alarm.
·Personal phone book with 100 entries
·Access to system phone book.
·Voicemail indication.
·Choice from 30 ring tones.
·Speaker and handset volume, 7-levels and mute capability.
·Automatic call pick-up using a headset.
·10 menu languages: Danish, Dutch, English, Finnish, French, German, Italian, Portuguese, Spanish
and Swedish.
·Illuminated 5-line graphic display, (96 x 60 pixels), variable 7-level contrast.
Optional handset accessories include:
·Desktop charger.
·An adapter cord for use with headsets.
·Heavy-duty belt clip.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 179
Issue 26.N (Friday, April 05, 2013)
Wireless - WiFi (802.11)
The Avaya IP Wireless solution offers an advanced Voice over IP (VoIP) client for wireless networks. This
solution allows SME's to take advantage of the cost savings and simplified management of a converged voice
and data infrastructure.
The 3641 and 3645 telephones provide an improved user-interface, a new lightweight design and a radio that
supports several WiFi standards (802.11a/b/g). With these handsets customers have an increased choice to fit
their needs and infrastructure.
Based on global standards for wireless LAN's, the Avaya IP Wireless Telephone Solution simplifies network
infrastructure by enabling voice traffic to be carried along with data traffic over the same wireless network.
3616, 3620 and 3626 telephones are supported but no longer available from Avaya for direct sequence
802.11b WiFi networks; the 3641 and 3645 will also work in 802.11a and 802.11g networks. These telephones
are also field upgradeable through external TFTP clients (not included), so telephones can be updated with new
protocols, features, and capabilities as they become available.
Users can have a choice of an executive or rugged workplace telephone and all the productivity benefits of
their desk telephone in this next generation of wireless telephone solutions.
Wireless IP Terminals
Users can have a choice of 2 WiFi telephones to meet their in building mobility needs:
·Both support the 802.11 a/b/g standards and up to 12 lines or selected features. Both of these
handsets are resistant to dust and spraying water and therefore also suitable for harsh environments.
They also offer office-quality speaker-phone functionality.
·Avaya 3641 supports a broad range of enterprise applications and is ideally suited for general office,
financial or hospitality industries. This compact handset offers a high-resolution backlight graphic
display a new, improved user-interface and design and a lightweight form factor.
·Avaya 3645 is a slightly larger version that in addition supports "push-to-talk" functionality for
broadcast communication between employees. Due to its rubberized sized grips and the larger ear
cup it is especially well suited in noisy and industrial environments.
·Access to 2 x 6 lines or selected features through the "line" key and the "FCN" key (no individual
labels are supported for the administered functions on the function keys, status information only for
call appearances but not for line appearances).
Standards based Quality of Service support
New software is available for the 3641 and 3645 handsets to allows use of open standard Quality of Service
mechanisms based on WMM standards.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 180
Issue 26.N (Friday, April 05, 2013)
WiFi Multimedia (WMM) is a specification and certification program created by the WiFi Alliance, based upon
the Enhanced Distributed Channel Access (EDCA) mechanism defined in the 802.11e standard. Avaya handsets
support two QoS methods; the proprietary SpectraLink Voice Priority (SVP) developed to meet a gap which
existed before 802.11e ratification and the standards-based WiFi Alliance Wireless Multi-Media (WMM). SVP
(with AVPP server) or WMM-enabled APs are required for all Avaya wireless telephone installations, even if the
WLAN is used only for voice. Without a method of prioritization for voice packets, the lack of a controlled
delivery method will result in poor audio quality, reduced capacity, poor handoffs and/or poor battery life even
with only voice devices on the network.
The latest Avaya 364x H.323 GA software does support 802.11e (WMM), AVPP, or CCXv4 for voice
prioritization/admission control and power management. It is important to note that the Access Point
infrastructure can only be configured with one of the three options (e.g. you cannot have WMM and AVPP
configured on the same AP). Also be aware that WMM or CCXv4 cannot be used if the customer has a mix of
current 364x model and vintage 361x/362x model Handsets (e.g. in these deployment the only option is
AVPP).
Even though the AVPP server is now an optional component for the 364x offering, the WLAN infrastructure
deployed in a WMM or CCXv4 implementation must still be Voice Interoperability for Enterprise Wireless
(VIEW) compliant per the following matrix: http://supportdocs.polycom.com/PolycomService/support/global/
documents/support/user/products/voice/VIEW_Certified_Products_Guide.pdf.
For example, the Avaya WLAN 8100 is now on the Polycom VIEW certified list with WMM (no AVPP server
required) for use with the 364x. The configuration guide is posted at http://supportdocs.spectralink.com/
SpectralinkService/support/global/documents/support/user/products/voice/VIEW_Avaya_WLAN_8100.pdf
Basic WMM implementation in access points does not include Unscheduled-Automatic Power Save Delivery (U-
APSD) and Call Admission Control (CAC), which are also defined in the 802.11e standard. Therefore, the AVPP
is required to ensure the timing and delivery of Avaya voice packets, which is critical as the user hands off
between APs and for improved battery life. The AVPP also provides call admission control and allows the
number of calls per AP to be configured.
Please also refer to the Deployment Guide for Avaya-Polycom VoWiFi Telephones available on support.avaya.
com.
Avaya Voice Priority Processors
The Avaya Voice Priority Processor (AVPP) is an Ethernet LAN appliance that works with access points to
provide Quality of Service (QoS) on the wireless LAN if the network is not VIEW compliant. All packets to and
from the wireless telephones pass through the AVPP and are encapsulated for prioritization as they are routed
to and from IP Office. AVPP is fully compliant with the IEEE 802.11a/b/g standards.
AVPP is required for QoS because the current IEEE 802.11a/b/g wireless LAN standards provide only limited
mechanism for differentiating audio packets from data packets. It also delivers quality of service by limiting
the number of telephones that are connected to one access point in order to avoid quality problems. In
addition AVPP ensures that the phone can run in energy-efficient mode when not in use. The following AVPPs
are available to meet customer needs:
·AVPP100: Serves 80 calls simultaneously.
·AVPP020: Serves 20 powered-on handsets.
·AVPP010: Serves 10 powered-on handsets.
Wireless Access Points
When using the Avaya Wireless IP solution, customers can utilize wireless access points from various vendors.
The list of compatible wireless access points is large and constantly growing. Please visit http://www.polycom.
com/support/voice/wi-fi/view_certified.html and select "WLAN Compatibility List" for the latest information.
Benefits
·Supports 802.11 a/b/g standards for WiFi networks converging voice and data over a single network.
·Seamless integration with IP Office.
·Excellent voice quality on converged wireless networks.
·Lightweight, durable handsets specifically designed for workplace use.
·Improved display, battery life, processor power all with lower costs.
·Increased range of AVPP's to address the needs of diverse construct sizes.
·Multitude of accessories are available:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 181
Issue 26.N (Friday, April 05, 2013)
oDual Charger (full charge accomplished in approximately one and a half hours).
oQuick Charger (full charge accomplished in approximately one and a half hours).
oSingle, Dual, and Quad Chargers for the 3641 and 3645 telephones.
oBelt Clip.
oNylon Pouch.
oCarrying case with Lanyard.
oHands Free Pouch.
oNoise canceling headset.
oOver the ear headset.
Avaya IP Wireless Telephony Solution (AWTS) Open Application Interface (OAI)
Gateway
The AWTS Open Application Interface (OAI) Gateway enables third- party software applications to
communicate with the Avaya IP Wireless Telephones. This serves as a two-way messaging device. Many
companies provide applications that interface to your in-house paging systems, email, and client-server
messaging. Other vendors with complementary systems such as nurse call, telemetry, alarm, and control
system manufacturers are currently developing applications to interface with the Avaya IP Wireless Telephone
solution.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 182
Issue 26.N (Friday, April 05, 2013)
3641 Ruggedized Wireless Telephone
The Avaya 3641 Wireless Telephone is a WiFi standard (802.11a/b/g) telephone that runs using H.323.
The 3641 supports the following features:
·Slim lightweight design with large display.
·Backlight display with Icons.
·Simple to use with improved user interface.
·Navigation and soft keys for simple access to frequently used operations.
·Office-quality speakerphone for handsfree operation.
·802.11a/b/g standard-compatible.
·Radio Frequency 2.4000 GHz (b/g) or 5.8 GHz (a).
·FCC certification Part 15.247.
·Management of telephones via DHCP and TFTP.
·Voice encoding G711, G.729a.
·Wired Equivalent Privacy (WEP), 40bit and 128 bit and 802.11i (PSK) for secure communication.
·Lithium Ion Battery pack with up to 8 hours talk time and 160 hours standby.
·IP-53 Design (Liquid/dust protection).
·MIL 810F Design (Shock protection).
·Clips, cases, lanyard.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 183
Issue 26.N (Friday, April 05, 2013)
3645 Ruggedized Wireless Telephone
The Avaya 3645 Wireless Telephone is a WiFi standard (802.11a/b/g) telephone that runs using H.323.
The 3645 supports all of the features of 3641 with the following additions:
·Push-to-talk (PTT) functionality for workgroup communication
·Enlarged earpiece for operation in noisy environments
·Rubberized grips for improved ergonomics and durability
182
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 184
Issue 26.N (Friday, April 05, 2013)
3616 Wireless Telephone
While no longer available in the current release, this WiFi telephone is still supported.
The Avaya 3616 IP Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323.
The 3616 supports the following features:
·Lightweight innovative design .
·Simple to use.
·802.11b standard-compatible.
·Radio Frequency 2.4000 – 2.835 GHz (SMI).
·Transmission type Direct Sequence Spread Spectrum (DSSS).
·FCC certification Part 15.247.
·Management of telephones via DHCP and TFTP.
·Voice encoding G711.
·Transmit Power 100mw peak, <10mW average.
·Wired Equivalent Privacy (WEP), 40bit and 128 bit.
·2x16 character alphanumeric, plus status indicators.
·4 hours talk time and 80 hours standby.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 185
Issue 26.N (Friday, April 05, 2013)
3626 Ruggedized Wireless Telephone
While no longer available in the current release, this WiFi telephone is still supported.
The Avaya 3626 Wireless Telephone is a WiFi standard (802.11b) telephone that runs using H.323.
The 3626 supports all of the features of 3616 with the following differences:
·Designed for industrial environments.
·Ruggedized durable design.
·Push-to-talk (walkie-talkie) feature for broadcast communications between employees.
184
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 186
Issue 26.N (Friday, April 05, 2013)
Digital Wireless 3810 Telephone
The Digital Wireless 3810 Telephone is supported but is no longer for sale.
Features
·2-line, 32 character Handset Liquid Crystal Display (LCD).
·10 hours of talk time, and 4 days of standby time.
·4 displayed operation modes indicating Talk, Ringer On/Off, Battery Low, and Message Waiting.
·Single button access to fixed features – Hold, Transfer, Conference, and Redial.
·4 programmable buttons to access features on the PBX.
·20 Number Memory for quick and easy speed dialing
·10 channels, supporting up to 10 simultaneous conversations in overlapping radio coverage areas.
·Headset jack.
·Ringer and Handset volume control.
·User selectable ring type.
·Vibrate alert.
·Redial Button
·Base Unit and Charger Unit.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 187
Issue 26.N (Friday, April 05, 2013)
The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office by connecting to a
Digital Station (DS) port. It offers the mobility inherent in a wireless telephone plus access to a number of
features and functionality of the connected communications system.
A maximum of 5 Avaya 3810 wireless handsets can be connected to the same IP Office in any overlapping
radio coverage area.
This phone is only available in the USA and Canada.
The Avaya 3810 is delivered as a single unit containing:
·Base Unit.
·Handset.
·Telephone Cord.
·Base Unit Power Supply Adapter.
·Charging Stand Power Supply Adapter.
·Rechargeable Battery.
·Belt Clip.
·Charging Stand.
·User and Installation Guide.
·Wall Plate Adapter.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 188
Issue 26.N (Friday, April 05, 2013)
Business Series Terminal T7406E Cordless Telephone
The T7406E Cordless Telephone is a desk-centric mobility solution, designed for use in a small- to medium-
sized enterprise site, branch office or franchise site. The T7406E Cordless Telephone enables businesses to
deliver better customer service while making employees more productive with workspace mobility. The
T7406E is supported on IP Office modules also supporting the BST digital sets. The T7406E is available in
North America, Mexico and Caribbean countries excluding Jamaica and Trinidad.
Features
An integrated multiline phone, the T7406E leverages the features of the popular Business Series Terminals
portfolio and has the following capabilities:
·2.4 GHz ISM Band
·WiFi-“friendly” technology that enables the product to work in the vicinity of a wireless LAN with no
interference
·Frequency-hopping spread spectrum (FHSS) available on 90 channels for each base
·Operating range of 350 meters (1000 feet) in outdoor clear line-of-sight
·64-bit standards-based security encryption
·Cellphone-like features such as a personal directory, key lock, handsfree speaker, back-light display
and keypad, vibration notification
·Maximum site density is two (2) base stations, each accommodating up to four (4) handsets
·Nickel metal hydride battery delivers 4 to 5 hours of talk time or 36 hours of standby time
·Convenient features such as speaker phone, vibrate mode, 20-name directory, out-of-range alert,
message waiting and signal strength indicator
·Accessories include a belt clip, handset charging cradle, external battery charger, and AC adaptor
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 189
Issue 26.N (Friday, April 05, 2013)
Digital Mobility Solution
The Digital Mobility Solution is a modular wireless voice communication system that is based on the Digitally
Enhanced Cordless Telephony (DECT) technology. The Digital Mobility Solution scales from 1 to 64 users and
covers an area up to 1.5-million square feet for true campus-wide mobility. The solution consists of the
following components:
·Digital Mobility Controller 080/081 (DMC 080 supported in North America; DMC 081 supported
elsewhere)
·Digital Mobility Controller 320/321 (DMC 320 supported in North American; DMC 321 supported
elsewhere)
·Basestation (4 channel)
·Repeater (2 channel or 4 channel)
·Handsets (3X16 displays)
·Handset Accessories
·OA&M Package
·Service Tool (H/W & S/W) for handsets and repeaters
·Deployment Tool
Connection to IP Office
Connection to IP Office is achieved by using one digital extension connection per DECT phone. The same digital
extensions interfaces are required that also support the BST digital telephones like the T7000 series of
telephones.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 190
Issue 26.N (Friday, April 05, 2013)
Digital Mobility Controllers
The following controllers are available within the Digital Mobility offering:
·Digital Mobility Controller 080/081 (DMC 080/081)
·Digital Mobility Controller 320/321 (DMC 320/321)
The Digital Mobility offering has a multi-cell option that allows you to link two DMC units together to effectively
double the capacity, delivering up to 5,000 square meters coverage per base station. DMC 080 and 320 are
supported in North America. DMC 081 & 321 are supported elsewhere.
Digital Mobility Controller 080/081 (DMC 080/081)
Digital Mobility Controller 320/321 (DMC 320/321)
The two levels of controllers allow customers to start small and grow their mobility solution to meet their
needs today and tomorrow without being charged for additional equipment until the need arises.
The DMC 080/081 will support up to eight handsets and two base stations. Two DMC 080/081 modules can be
linked together, if incremental growth is required (2 DMC 080/081 linked together will support 4 base stations
and 16 handsets). The DMC 320/321 will support 32 handsets and 8 base stations. The DMC 320/321 can also
be linked to expand up to 64 handsets and 16 base stations.
The DMC module provides power to each base station via twisted pair cable. The base station can be located
up to 4921 feet (1500 m) from the DMC module. The two-channel repeater is used to extend coverage from a
base station, up to 50% additional coverage. Up to six repeaters can be registered to a specific base station to
extend the range of a base station. The repeaters are linked to the base station in a wireless manner, so that
no physical connection is required. Local power is required for each repeater.
The solution does offer an external antenna which can be used in conjunction with a repeater to extend a base
station signal up to 0.62 miles (1 km) away. A typical application would be a campus with multiple buildings
requiring coverage.
Table 1.Coverage Area
Digital
Mobility
Solution
Maximum
Number of
Base
Maximum
Number of
Users
Maximum
Number of
Simultaneous
Maximum
Coverage:
Square Feet
Maximum
Coverage:
Square
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 191
Issue 26.N (Friday, April 05, 2013)
Configuration
stations
Calls
Meters
DMC080/081
2
8
8
180,000
20,000
DMC080/081 +
DMC080/081
4
16
16
360,000
40,000
DMC320/321
8
32
32
720,000
80,000
DMC320/321 +
DMC080/081
10
40
40
900,000
100,000
DMC320/321 +
DMC320/321
16
64
64
1,440,000
160,000
Coverage depends on the environment (including building material and equipment).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 192
Issue 26.N (Friday, April 05, 2013)
Digital Mobility Base Stations
Each Digital Mobility base station supports up to four simultaneous calls and provides up to 5,000 square
meters of coverage (depending on environment). One base station can support up to six repeaters to further
extend the Digital Mobility coverage.
Digital Mobility Base Station
Digital Mobility Repeaters
Each Digital Mobility repeater provides two or four channels and supports two or four simultaneous
conversations while extending coverage from a base station by providing up to 50 percent additional mobility
coverage. Up to six repeaters can be registered to a specific base station in order to further extend base
station range. Repeaters are linked to the base station wirelessly, so no physical connection is required. Local
power is required for each repeater.
The Digital Mobility solution also includes an external antenna which can be used in conjunction with a repeater
to extend a base station signal up to one kilometer away. A typical application would be a campus with
multiple buildings requiring coverage.
Digital Mobility Repeater
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 193
Issue 26.N (Friday, April 05, 2013)
Digital Mobility Handsets
A portfolio of handsets are supported with the mobility portfolio:
Digital Mobility Handset 7439
A high value and low cost handset fulfilling all basic requirements for a mobility
handset. Targeted at industry, warehouse, and retail segments.
The 7439 is available in North America, and Argentina only. Equivalent handsets
include the 4135 (EMEA and Hong Kong) 4136 (Australia and New Zealand), and
7434 (South America).
Digital Mobility Handset 7449
A classic high-quality rugged handset with a high level of functionality, targeted at
office, hospital, and customer support centers. This handset has an IP 54
classification (protection against dust and splashing water).
The 7440 is available in North America, and Argentina only. Equivalent handsets
include the 4145 (EMEA and Hong Kong) 4146 (Australia and New Zealand), and
7444 (South America).
Digital Mobility Handset 4145Ex
The ultimate handset with IP 54 and intrinsic safe classifications. Targeted for
use in explosives environments within oil, gas and chemical production.
The 4145Ex and 4146Ex are no longer available for sale.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 194
Issue 26.N (Friday, April 05, 2013)
Common Handset Attributes
·IP Office feature integration similar like the BST telephones, including 3 soft keys
·Graphical display
·Auto Login - Roaming between 4 different systems
·Headset jack (not included with 7430/4135)
·Loud speaker (Hands free mode) –7440/4145 only
·Telephone book with storage for 80 names and numbers
·Can be set to vibrate mode (not included with 7430)
·Text message capability
·Silent mode (mute all sounds)
·Redial function (last 10 numbers)
·Adjustable volume
·Nine different ring tones
·Key lock
·Microphone mute
·Caller-ID presentation
·Automatic hook-off
·Standby/speech-time: 100/10 hours
·Temperature compensated charging
·Weight including battery is 4.3 ounces (121 grams)
·Size: 5.6” x 1.9” x 1.0” (143 x 48 x 26 mm)
Digital Mobility Software
The Digital Mobility Solution is supported by an easy to use Operations, Administration, and Management
(OA&M) software package, a Mobility Software Service Tool, and a comprehensive Deployment Tool.
Operations, Administration, and Management Software Package
The OA&M software package allows the following aspects of the Digital Mobility solution to be managed:
·Digital Mobility Controller administration
·Handset registration and subscription
·System backup and restore programming information
·Statistical package for debug
·Broadcasting test messaging
·Updating base station firmware
·Remote system administration via RS232. Optional serial-IP converter
Mobility Software Service Tool
The Mobility Software Service Tool allows the following aspects of the Digital Mobility solution to be managed:
·Repeater programming
·Handset firmware upgrading
Note: Use of this tool requires a programming cable and service tool handset cradle.
Deployment Tool
The Deployment Tool can be used to assist with challenging deployments. For normal deployments a handset
can be used to deploy the Digital Mobility Solution. Each handset can be used to perform the following
administrative activities:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 195
Issue 26.N (Friday, April 05, 2013)
·General deployment requirements
oRegister master handset
oRegister and subscribe handsets
oSubscribe multiple systems
·Base station/Repeater registration
The Deployment Tool and the ability of the wireless handsets to provide coverage information provide effective
tools for quick, sure installations and coverage with minimal gaps or costly overlapping. The Deployment Tool
provides superior deployment to competitive offerings and will ensure a more cost effective, more accurate
installation.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 196
Issue 26.N (Friday, April 05, 2013)
Other Phones Supported
The following analog telephones are also supported on IP Office 500 but not all of them are available as new
telephones, e.g. the 5600 line of telephones has been discontinued.
Before offering a specific phone please check about availability.
Of course, the standard End of Sale process will apply before any product is discontinued - to make sure the
channel has sufficient time to order required materials.
First generation 9600 telephones:
The first generation of 9600 IP telephones can be an alternative to customers, especially if they are expanding
installations that are using these telephones already. A wide choice of models, Color option, Gigabit Ethernet
versions:
·The 9620L/9620 C: a member of the Avaya one-X Deskphone Edition family, is specifically designed
for the everyday telephone user—those who rely on multiple communications tools such as e-mail and
IM, yet still require a high quality and intuitive telephone for voice communications. The 9620L IP
Telephone features a high resolution 3.45 inch (9 cm) diagonal monochrome backlit display – while
the 9620C features a color display for even better readability. The 9620L/C support up to 12 call
appearances / administered feature keys - with three concurrent line appearances visible at any
time.
·The Avaya 9650/9650C: The Avaya 9650 IP Telephone, a member of the Avaya one-X Deskphone
Edition family, is specifically designed for the "navigator" telephone user. Navigators, such as building
receptionists and executive admin staff, frequently manage calls for themselves and for groups of
people. The 9650 features built-in button module functionality with one-touch access to bridged
appearances, speed dials and feature keys. The Avaya 9650 IP Telephone delivers advanced
communications capabilities, high definition audio, an integrated WML application interface, and
comprehensive one-touch access. This is the ideal solution for receptionists, executive assistants,
contact center agents as well as knowledge workers who need quick access to features and call
appearances. The 9650 IP Telephone features a 3.8 inch (9.65 cm) diagonal ¼ VGA quality gray-scale
pixel-based display with adjustable angle, while the 9650C enhances usability with a color display for
even better readability. The 9650 supports up to 24 call appearances / administered feature keys.
·The Avaya 9630G/9640/9640G: a member of the Avaya one-X Deskphone Edition family, the 9640 IP
Telephone with high resolution color display is specifically designed for the executive telephone user.
The 9630G IP Telephone features a native Gigabit switch and a 3.8 inch (9.65 cm) diagonal
monochrome backlit display - which has been enhanced with higher resolution (1/4 VGA) compared to
other available monochrome telephones from Avaya. The 9640 IP Telephone features a 3.8 inch (9.65
cm) diagonal high resolution color backlit display. The 9640G model has the same functionality as the
9640, and adds native support for Gigabit. The 9630/9640 supports up to 24 call appearances/
administered feature keys with six concurrent line appearances visible at any time.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 197
Issue 26.N (Friday, April 05, 2013)
5400/2400 Digital Deskphones
The 5400 and 2400 Digital Deskphones offer a broad range of features on IP Office. They are currently
supported but are no longer for sale.
5402, 5602 SW, 2402, 4602 SW Telephone
These telephones are best suited for the Walkup User.
Telephone
Works on IP Office
Works on IP Office and
Communication Manager
5402
5602 SW
2402
*
4602 SW
*Early 2402 telephones can make and receive call but the display will not function.
Note: The 5602 SW and 4602 SW telephones are no longer available for new sales.
Common Features
Display: 2 lines x 24 characters.
Fixed Feature Buttons: 10 - Conference, Transfer, Drop, Redial, Speaker, Messages, Hold, Mute, Volume
Up, Volume Down.
Programmable Feature Buttons:
·DS telephones: 2 plus an additional 12 programmable feature keys can be accessed via the
FEATURE key.
·IP telephones: 2.
Key Labels: Icons and text used on fixed feature keys. Display labels and icons used on 2 programmable
feature keys.
Speakerphone: Listen-only handsfree speaker (no microphone).
Hearing Aid Compatible: Yes.
Message Waiting Indicator: Yes. On the 2402 and 5402 this is can also be used as a ringing call alert
indicator.
Personalized Ring Patterns: Yes- 8 (via Conference button when idle).
Headset Socket: No, this telephone does not support headset operation.
Embedded Applications: None.
·Upgradeable Firmware: DS telephones - No. IP telephones - Yes.
·Expansion: None.
·Color: Multi-gray.
·Mounting: Desk or wall mountable.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 198
Issue 26.N (Friday, April 05, 2013)
·Adjustable Desk Stand: No.
Requirements for 5402 and 2402
Connect to: Digital Station (DS) port.
Power Supply: From phone system.
Requirements for 5602 SW and 4602 SW
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151
Series).
Codecs: G.711, G.729a/b.
QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN)
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection.
·Auto-negotiation provided separately for each port.
·802.3 Flow Control.
·Phone has priority over PC port at all times.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 199
Issue 26.N (Friday, April 05, 2013)
5410, 5610 SW, 2410, 4610 SW Telephones
These telephones are best suited for the Receptionist/Assistant User.
Telephone
Works on IP Office
Works on IP Office and
Communication Manager
5410
5610 SW
2410
4610 SW*
*Note that the 4610 is no longer available for new sales.
Common Features:
·Display: 5 lines x 29 characters (168 x 80 pixel 4-grayscale).
·Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute,
Volume Up, Volume Down.
·Programmable Feature Buttons:
·DS telephones: 12 - in 2 switchable display pages of 6 matching the 6 physical display buttons.
·IP telephones: 24 - in 4 switchable display pages of 6 matching the 6 physical display buttons.
·Key Labels: Icons and text used on fixed feature keys.
·Speakerphone: Two-way handsfree speaker and microphone.
·Hearing Aid Compatible: Yes.
·Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator.
·Personalized Ring Patterns: Yes - 8.
·Headset Socket: Yes.
·Embedded Applications: Speed Dial List (48) and Call Log (Missed, Incoming, Outgoing). Also WAP
WML browser supported on IP phone models.
·Upgradeable Firmware: Yes.
·Expansion: None.
·Color: Multi-gray.
·Mounting: Desk or wall mountable.
·Adjustable Desk Stand: Yes - Supplied with phone.
Special Features for the 5410 and 2410:
·Messages Button: Dedicated button to collect voicemail.
Requirements for 5410 and 2410:
·Connect to: Digital Station (DS) port.
·Power Supply: From phone system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 200
Issue 26.N (Friday, April 05, 2013)
Requirements for 5610 and 4610:
·Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151
Series).
·Codecs: G.711, G.729a/b.
·QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN)
·SNMP Support: Yes.
·IP Address Assignment: Static or dynamic IP address assignment.
·Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection.
·Auto-negotiation provided separately for each port.
·802.3 Flow Control.
·Phone has priority over PC port at all times.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 201
Issue 26.N (Friday, April 05, 2013)
5420, 5621, 2420, 4621, 4625 Telephones
These telephones are best suited for the Executive User and with the optional EU24 Button Module good for
the Receptionist/Assistant User.
Telephone
Works on IP Office
Works on IP Office and
Communication Manager
5420
5621 SW
2420
4621 SW
4625 SW
Note that 4621 and 4625 are no longer available for new sales.
Common Features:
Display: 7 lines x 29 characters.
Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume
Up, Volume Down.
Programmable Feature Buttons:
·DS telephones: 24 - arranged in 3 switchable display pages of 8 matching the 8 physical display
buttons.
·IP telephones: 24 - arranged in 2 switchable display pages of 12 matching the 12 physical display
buttons.
Key Labels: Icons and text used on fixed feature keys.
Speakerphone: Two-way handsfree speaker and microphone.
Hearing Aid Compatible: Yes.
Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator.
Personalized Ring Patterns: Yes - 8.
Headset Socket: Yes.
Embedded Applications: Speed Dial List (104) and Call Log (Missed, Incoming, Outgoing). Also WAP
WML browser supported on IP phone models.
Upgradeable Firmware: Yes.
Expansion: Supports the EU24 DSS expansion module (with additional Avaya 1151 power supply).
Color: Multi-gray.
Mounting: Desk or wall mountable.
Adjustable Desk Stand: Yes - Supplied with phone.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 202
Issue 26.N (Friday, April 05, 2013)
Special Features for the 5420 and 2420
Messages Button: Dedicated button to collect voicemail.
Requirements for 5420 and 2420
Connect to: Digital Station (DS) port.
Power Supply: From phone system.
Requirements for 5621 SW, 4621 SW, 4625 SW
Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151
Series).
Codecs: G.711, G.729a/b.
QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN)
SNMP Support: Yes.
IP Address Assignment: Static or dynamic IP address assignment.
Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection.
·Auto-negotiation provided separately for each port.
·802.3 Flow Control.
·Phone has priority over PC port at all times.
Special Features for 5621 SW and 4621 SW
Display Backlight: The display has a backlight for improved contrast. Standby mode turns off backlight
after time-out.
Special Features for 4625 SW
Color Backlight Display: The display is full color and has a backlight for improved contrast.
Note: While still supported, the 5620SW and 4620SW telephones are no longer available for purchase.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 203
Issue 26.N (Friday, April 05, 2013)
EU24 and EU24 BL Expansion Modules
The EU24/EU24BL are phone expansion modules that work in association with a 5420, 5620/1, 2420, 4620/1,
4625 telephones. They provide an additional 24 programmable buttons with associated display label and status
icons. Only one EU24 can be used per phone. The EU24BL has a backlight and is for use with the 4621 and
5621 only.
The EU24/EU24BL supports an additional 24 Call Appearance/Feature buttons, by displaying a column of 12
buttons at a time, with a dotted line separating the two columns.
Common Features
·24 Programmable call appearance/feature keys.
·Automatically labeled from the system (no paper labels).
·Connects directly to the associated phone.
·Requires an Avaya 1151 Series power supply, even for IP telephones already using Power over
Ethernet (PoE).
·IP Office supports a maximum of eight EU24/EU24 BL's on each IP Office system, subject to total
system limits.
Telephone
EU24
EU24BL*
2402/5402
2410/5410
2420/5420
4601/5601
4602/5602
4610/5610
4620/5620
4621/5621
4625
*Note that EU24 BL is no longer available for new sales.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 204
Issue 26.N (Friday, April 05, 2013)
1100 and 1200 IP Phones
The 1100 IP telephones are inherited from the Norstar and BCM product line. These telephones are supported
on the BCM platform using “UNIStim” protocol.
On IP Office these telephones are supported using the SIP protocol. SIP software can be downloaded onto
those telephones when they get connected to IP Office. When used with IP Office, the telephones need an
“Avaya IP phone” license like any other Avaya IP phone. No other license is needed (e.g. with IP Office no
separate IP-phone license is required).
The following telephones can be migrated:
·1100 Series: 1120E and 1140E plus Key Expansion module
·1200 Series: 1220 and 1230 plus both Key Expansion modules.
Please note that for new installs Avaya recommends the 9600 line of telephones like the 9608, 9621 or 9641.
They telephones offer the full access to all innovative IP Office features like Visual Voice-Mail, IP Office Feature
menu or centralized call-logs or personnel directories.
1100 and 1200 IP Phones Overview
Users can enjoy the next-generation features of VoIP, plus all of the carrier-class reliability and ease of use of
traditional telephones. These telephones offer four superior desktop models, along with two innovative
software-based solutions that bring VoIP to a user’s computer or PDA. The IP telephones include:
·IP Phone 1100 Series – The IP Phone 1120E and 1140E are IP color display telephones. They offer
a fully pixel-based, high-resolution, backlit display. They are optimized for Web-centric applications
such as phone support under XAS/G-XAS. They also provide USB support for peripherals such as a
keyboards or mouse.
·Key Expansion Module for the IP Phone 1100 Series – The Expansion Module for IP Phone 1100 Series
is a hardware accessory that will provide up to 18 additional line / programmable feature keys per
module. The module is supported on the IP Phone 1120E and the IP Phone 1140E.
·IP Phone 1200 Series – The IP telephones 1220, and 1230 are BCMs family of IP Phone tailored for
the SMB market and now also supported on IP Office. They provide a rich set of capabilities at a price
competitive for the SMB market.
·Key Expansion Module for the IP Phone 1200 Series – The Expansion Module for IP Phone 1200 Series
is a hardware accessory that is available in two options. A 12 key LCD based model or a 18 key based
LED module. The modules are supported on the IP Phone 1220 and the IP Phone 1230.
·Please note that the following telephones, available with BCM, are not supported on IP Office
: 1210, 1110.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 205
Issue 26.N (Friday, April 05, 2013)
IP Phones Benefits
·Support connectivity to heritage Nortel VoIP enabled platform, including BCM and Communication
Server 1000 using UNIStim as well as IP Office using the SIP protocol
·Transnetwork support increases employee productivity by providing users and network managers with
a common set of telephones across the entire network
·Internal voice/data switch prioritizes voice traffic to ensure high-quality speech and reduces costs by
conserving wiring closet ports and eliminating the need for separate cable drops to the desktop
·Automatic firmware upgrade ensures top performance and streamlines maintenance, reducing the
need for site visits
·DHCP enabled IP telephones simplify network administration by providing centralized, automated IP
address management
Multiple Platform Support
These IP telephones are supported by heritage Nortel communication systems, including BCM, and
Communication Server 1000 but now are available also for IP Office. This industry-leading platform
interoperability facilitates growth and offers seamless migrations across customer premises and carrier-based
solutions. All IP telephones offer a rich suite of business features designed to meet current and emerging user
requirements and international icon-based characters. These features, in addition to multilanguage support,
make the IP telephones ideal for worldwide use.
Integrated Switched Ethernet Connection
Users can connect their desktop Internet telephone and their PC to the network on a single port. The IP
telephones feature a built-in 10/100 Base T Layer 2 switch that splits the network Category 5 cable into
separate feeds, one to the phone itself, while providing an additional RJ-45 port to connect a user’s PC. Giving
fixed, hardware-based priority to the phone voice port, the internal Ethernet switch ensures that high-quality
voice service is always available.
Reliable LAN Power Options
To ensure continuous phone service in mission-critical environments, the IP telephones can receive their power
over the network cabling. The Avaya family of Ethernet Switches (BES 50, ERS2500, ERS4500) delivers power
over the unused pairs of standard Category 5 UTP cables, eliminating the need for the telephones to be
connected to a power supply at the desktop.
Power is supplied on an as-needed basis, thanks to the sophisticated, software based load and fault-sensing
algorithm used by the Avaya Ethernet Switches. Desktop, rackmount and stackable options are available which
provide a cost-effective way to centralize power to the IP telephones. This approach delivers carrier-grade
reliability by enabling redundant power resources located at the wiring closets to provide emergency backup
power to these IP telephones located across the network.
Dynamic Host Configuration Protocol
Easy to set up and configure, the IP telephones deliver an innovative solution that enables users to connect
anywhere on the network without intervention by a network administrator, enabling management staff to
focus on more complex, mission-critical responsibilities.
Whether users relocate their phone down the hall or across the globe, the service comes up in the new location
exactly as if they were sitting in their own office, even though it might be thousands of miles away.
Prioritizing Network Traffic
Now companies can make their network’s priorities mirror those of their business. By installing the Avaya
Ethernet Switch (BES50 or ERS), a business’ network becomes an intelligent partner that uses Layer 2/3
packet classification to prioritize business-critical traffic, helping them get the most out of their existing
infrastructure.
Latency-sensitive applications and mission-critical users will receive platinum-level service, while less urgent
traffic is allocated bandwidth on a lower-priority basis. Prioritization is especially important for businesses that
need to support mission-critical IP applications, including VoIP, but do not want to incur higher costs by
overprovisioning the network to ensure bandwidth availability.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 206
Issue 26.N (Friday, April 05, 2013)
Universal Features
With over 100 years of experience in creating telephones designed to improve employee productivity, reduce
operational expenses and improve customer service, Avaya is the industry leader in telephony solutions. All of
the IP telephones offer the following features:
·Intuitive navigation cluster provides fast menu, sublist and call log scrolling, as well as one-touch
dialing and quick access to system features
·Message waiting/visual ring indicator offers visual notification of incoming calls and messages
·Voice compression optimizes bandwidth and audio quality requirements
·Audio control center enables users to toggle quickly between the handset or headset and the
speakerphone without audio interference
·Volume bar provides fingertip control of audio and ringer volume settings and LEDs clearly display
handset/ headset/speakerphone/mute settings
·Local tone generation conserves valuable network bandwidth
·Dynamic IP addressing with a standard DHCP server offers a flexible, simplified solution for handling
adds, moves and changes, reducing management costs
·User-friendly design supports the full range of potential users, including disabled users who require
hearing aids.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 207
Issue 26.N (Friday, April 05, 2013)
SIP Protocol: Feature overview on IP Office with 1100/1200 phones
The 1100 and 1200 Series phones are supported on IP Office using the SIP protocol, therefore the user
interface can be slightly different then when used on BCM with UNIStim. For example, on IP Office, the 1100
and 1200 Series IP phones only support a single call appearance (although multiple calls are supported).
Note that these telephones are only supported on IP Office 500/500 V2 hardware.
They support a large set of features including:
·Standard phone features like hold, transfer, conference (IP Office based)
·A single call appearance (note that currently bridged appearances and trunk-line appearances are not
supported)
·Message waiting support
·Busy Lamp keys with speed-dial, status indication and pickup of ringing calls
·Application support. The telephones can be used in combination with applications like Avaya one-X™
Portal for IP Office for added comfort, allowing e.g. click and dial functionality.
·Self labeling Feature keys: This allows access to selected IP Office features using a single key-press.
If additional parameters are needed, the user is guided using a dialog interface of feature request
plus softkeys for e.g. confirmation
·"Special" feature key. The supported features are also available pressing a "feature" (soft-) key plus
the appropriate feature code. The feature codes are identical to the features codes from BCM,
therefore making transition easy and painless.
·Ease of installation: The telephones can be managed from IP Office manager and are easily installed.
IP Office will serve as DHCP-server and can provide configuration files, software updates etc. To
install the telephones, only IP Office manager is needed.
·When migrating telephones from BCM to IP Office, when IP Office DHCP server is used, the system
will take care of installing/upgrading the telephones to the correct software for IP Office. This makes
migration easy and quick.
The SIP 4.3 firmware is available with the following enhancements:
·Removal of the requirement to press the 'Send' key in order for the phone to start dialing (1-10 sec
timeout - default = 5 sec)
·Avaya one-X™ Portal for IP Office integration: hold/mute & conference supported
·Language selection via IP Office Manager is now supported
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 208
Issue 26.N (Friday, April 05, 2013)
Feature Table:
(next to the features that are accessible through the "Feature key" and that can be administered to a button,
the telephones can also access IP Office features by dialing the IP Office Feature Access code--plus parameter
if needed--for the desired feature.)
Feature
Details
F*0 – Button query (also allows DN query via I/C
button)
supported
F*1, F*2, F*3 – Self-admin button programming
supported
F*6 – Self-admin ring type
function supported on the phone but not using
the feature code
F*7 – Self-admin contrast
function supported on the phone but not using
the feature code
F*80 – Self-admin ring volume
function supported on the phone but not using
the feature code
F0 – Speeddial
supported
F3 – Conference, Conference Add, Conference
Meet Me
supported
F4 – Call Forward, F#4 cancel, Call Forwarding All
supported
F5 – Last Number Redial
supported
F60 – Page (no F61-F63)
supported
F66 – Dial Voice Call
supported
F70 - Transfer
function supported on the phone but not using
the feature code
F74 – Call Park/Unpark, F#74 Retrieve
supported
F75 – Call Pickup Group
supported
F76 – Call Pickup Extn
supported
F85 – Do Not Disturb, F#85 cancel
supported
F981 – Enter Voicemail System (same as F65)
AUDIO ONLY
supported
F812 – Call Log
function supported on the phone but not using
the feature code
Account Code Entry
supported
After Call Work
supported
Automatic Callback
supported
Automatic Intercom - Dial voice call
supported
Call Record
supported
Cancel All Forwarding
supported
Directed Call Pickup
supported
Extension Login,
Extension Logout
supported
Follow Me Here,
Follow Me Cancel,
Follow Me To
supported
Forward Number,
Forward Busy Number,
Forward On Busy,
Forward On No Answer,
Forward Unconditional
supported
Private Call
supported
Relay On,
Relay Pulse
supported
Set HG:
supported
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 209
Issue 26.N (Friday, April 05, 2013)
Feature
Details
- Night Service
- Out of Service
- NS Group
- OOS Group
Twinning
supported
Voicemail ON
supported
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 210
Issue 26.N (Friday, April 05, 2013)
Avaya IP Phones 1120E and 1140E
IP Phone 1120E
IP Phone 1140E
The Avaya IP telephones 1120E and 1140E offer an IP desktop solution that is optimized for Web-centric
applications such as phone support, and other multimedia options. They feature Gigabit Ethernet, USB
connectivity, and an ergonomic design and cable management that make them easy to set up and maintain.
Phone 1120E
The IP Phone 1120E provides the following features:
·A multi-line phone with four programmable line/feature key appearances
·High-resolution backlit graphical pixel-based display
·Adjustable five-position tilt-stand (-5° to + 55°), plus vertical design for smaller desktop footprint
·Fourteen fixed keys and four soft keys
·10/100/1000 Base-T with integrated PC & LAN Ports
·XAS/G-XAS supports data applications and Web browsing
·USB port for enhanced navigation and productivity
·Expansion Module/Console Port
·Visual Alerting and Feature Status Indicator Lamps
·Integrated headset port for optional wired Headset
·Active Ethernet link LED indication
·Secure Tools Menu facilitates access to preferences & administration
·802.3af PoE (Class 3) or local power options
·Desk and Wall Mountable
·Color: Graphite with Silver Metallic Bezel
IP Phone 1140
The IP Phone 1140E provides the following features:
·Multi-line phone, with up to 12 programmable line/feature keys
·High-resolution backlit graphical pixel-based display
·Adjustable five-position tilt-stand (-5° to +55°)
·Fourteen fixed keys and four soft keys
·Integrated Bluetooth radio for office and home-based mobility
·10/100/1000 Base-T with integrated PC & LAN Ports
·XAS/G-XAS supports data applications and web browsing
·USB port for enhanced navigation and productivity
·Visual Alerting and Feature Status Indicator Lamps
·Expansion Module/Console Port
·Integrated headset port for optional wired Headset
·Active Ethernet link LED indication
·Secure Tools Menu facilitates preferences & administration
·Global Character Sets
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 211
Issue 26.N (Friday, April 05, 2013)
·802.3af PoE or local power option
·Color: Graphite with Silver Metallic Bezel
IP Key Expansion Module for IP Phone 1100 Series
IP Phone 1100 Series
Expansion Module
The IP Phone 1100 Series includes a Key Expansion Module that provides up to 18 additional line/
programmable feature keys per module. The module is supported on the IP Phone 1120E and the IP Phone
1140E.
Avaya IP Phones 1220 and 1230
IP Phone 1220 with LED expansion module
IP Phone 1230
The IP Phone 1200 Series, a group of IP telephones Launched with BCM are now also available with IP Office.
They are tailored for the SMB market. The 1200 Series provides a range of different telephones designed to
address the needs of the SMB market with a broad feature set at competitive prices.
IP Phone 1220 is an intermediate IP phone targeted at most SMB employees. The IP Phone 1230 is a premium
IP phone for managers and advanced/power users.
IP Phone 1220
The IP Phone 1220 provides the following features:
·A five-line display with 25 characters per line
·A fixed stand with two positions, plus vertical design for smaller desktop footprint
·Eight fixed keys, with three having LED status
·Hands free, Mute, Headset, Volume Controls, Hold, Goodbye, Applications.
·Six feature keys
·Four context-sensitive soft keys
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 212
Issue 26.N (Friday, April 05, 2013)
·Four line/feature keys
·10/100 Base-T with integrated PC Port
·Active Ethernet link LED indication
·Integrated headset port for optional wired Headset
·Compatible with optional Key Expansion Modules
·Visual ringing alerter / Message Waiting Indicator
·802.3af PoE (Class 2) or optional AC local power options
·Wall Mountable
IP Phone 1230
The IP Phone 1230 provides the following features:
·A nine-line display with 25 characters per line
·A fixed stand with two positions, plus vertical design for smaller desktop footprint
·Eight fixed keys, with three having LED status
·Handsfree, Mute, Headset, Volume Controls, Hold, Goodbye, Applications.
·Six feature keys
·Four context-sensitive soft keys
·10 line/feature keys
·10/100 Base-T with integrated PC Port
·Active Ethernet link LED indication
·Integrated headset port for optional wired Headset
·Compatible with optional Key Expansion Modules
·Visual ringing alerter / Message Waiting Indicator
·802.3af PoE (Class 2) or optional AC local power options
IP Key Expansion Modules for IP Phone 1200 Series
LCD IP Key Expansion
Module
LED IP Key Expansion
Module
The IP Phone 1200 Series includes two Key Expansion Modules to provide flexibility for adding more keys to
the IP Phone 1220 and IP Phone 1230. The extra keys can be used for additional line appearances or to add
often-used features for quicker access. The keys can also be programmed as auto-dialers for one-touch
calling, and will provide busy lamp field indication for users on the BCM system. This allows these telephones
to better serve the needs of attendant and receptionist functions, and increase productivity for any user. Key
features include:
·LCD Expansion Module for the IP Phone 1200 Series offers 12 keys per module, cascadable to 7 LCD
KEMs on an IP Phone 1220 or 1230
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 213
Issue 26.N (Friday, April 05, 2013)
·LED / Paper Label Module for the IP Phone 1200 Series offers 18 keys per module, with LED indicators
for line status and an easy-to-use paper labeling system, cascadable to 2 LED Paper-Label KEMs on an
IP Phone 1220 or 1230.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 214
Issue 26.N (Friday, April 05, 2013)
BST T7000 and M7000 Series - Digital Deskphones
Business Series Terminals offer a feature-rich portfolio with enhanced capabilities that provide telephony
solutions for a broad landscape of users, from high-volume call positions and executives to low-intensive users
and small workgroups.
The Business Series Terminals were originally positioned for deployment on two system platforms from the
Nortel Heritage, Norstar and BCM, providing both investment protection and a migration path between either
system. The Business Series Terminals offer full integration with Norstar and BCM features, as well as
integration with basic and advanced applications such as Messaging, Intelligent Contact Center, Computer
Telephony Integration (CTI) and integrated voice and data solutions.
The telephones are now available also on IP Office and offer customers primarily another migration option
from Norstar or BCM to IP Office.
Please note that those terminals do not work on all digital ports of IP Office but require a specific 8-port
expansion card or 16/30 port expansion module: For details refer to the IP Office hardware segment:
Recommendation: The BST digital phone support on IP Office is mainly intended for migration from Norstar to
BCM. For new installs, it is possible to use the BST telephones. For new installs Avaya recommends using the
1400 or 9500 digital sets in order to get access to all advanced features o IP Office like Visual Voice, Feature
menus or self labeling keys (9500 telephones only)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 215
Issue 26.N (Friday, April 05, 2013)
Product Overview
While the Business Series Terminals boast the industry leadership and strengths of the BCM and Norstar
telephone portfolio, the portfolio also delivers value-added features. These telephones are now also supported
on the IP Office platform. Feature highlights include:
·Tilt Display – provides clearer viewing of information or message prompts on the LCD in different
lighting environments.
·Message waiting indication/Visual ringing lamp – alerts the user of incoming messages or that their
phone is ringing when they are on another call.
·Headset interface – is driven from the Digital Terminal Interface Chip (DTIC). Volume control for the
headset is also provided. Operation of the headset is mutually exclusive, with Handsfree operation.
When a headset is connected, all operations normally associated with handsfree operation affect the
headset. This includes on-hook dialing, volume control while active and muting.
·Handsfree interface – is programmed through the administration function and is supported by a
microphone and loudspeaker.
·External ringer interface – receives alerting signals that are routed to the external ringer jack as well as
to the speaker in the telephone. This alerting signal can be amplified and connected to external
speakers to provide an auxiliary ringer function for the telephone. The external speaker is connected
with a two-wire modular telephone cord to pins 3 and 4 of the external ringer jack.
The portfolio also offers tilt display, new aesthetics, a streamlined footprint, new labeling strategy, an audio
control center with a headset button and more.
Sets are available in the following colors:
·Platinum
·Charcoal (not T7000)
On IP Office, the following features are available using the “feature key” and the Feature access code inherited
from Norstar/BCM: Other IP Office features are also available by dialing the IP Office Feature Access code:
F*0 – Button query (also allows DN query via I/C button)
F*1, F*2, F*3 – Self-admin button programming
F*6 – Self-admin ring type
F*7 – Self-admin contrast
F*80 – Self-admin ring volume
F*82 – Dial mode selection (Enbloc/Pre-dial [editable], or Standard/Overlap dial)
F*84 – Set call log options (All, Missed, Answer, Outgoing) (we've concluded that this adds no
value)
F0 – Speeddial
F2 – Ring Again, F#2 cancel
F3 – Conference
F4 – Call Forward, F#4 cancel
F5 – Last Number Redial
F60 – Page (no F61-F63)
F65 – Retrieve Messages - Enters Voicemail System on IP Office (Basic Embedded Voicemail)
F66 – Dial Voice Call
F69 – Dial Priority Call
F70 - Transfer
F74 – Call Park, F#74 Retrieve
F75 – Call Pickup Group
F76 – Call Pickup Extn
F85 – Do Not Disturb, F#85 cancel
F981 – Enter Voice Mail System (same as F65) AUDIO ONLY
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 216
Issue 26.N (Friday, April 05, 2013)
F812 – Call Log
F802 – Group Listen, F#802 cancel
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 217
Issue 26.N (Friday, April 05, 2013)
T7000
The T7000 telephone is an entry-level digital set for basic low-use office environments. It has four
programmable feature keys. It does not have display buttons (soft keys), and it does not support headset or
Handsfree.
The T7000 is used primarily in the EMEA (not available in North America).
The T7000 supports the following features:
·External ringer interface
·Message waiting indicator/visual ringing lamp
·Dial-up feature access
Button Matrix
The T7000 buttons are as follows:
·Twelve dial pad buttons
·Volume control (rocker type)
·Hold button
·Release button
·Feature button
·Four programmable button
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 218
Issue 26.N (Friday, April 05, 2013)
T7100
The T7100 telephone is part of the Business Series Terminals portfolio. It has one programmable button and a
1 x 16 character alphanumeric display to provide call progress information. There are no display buttons (soft
keys) on the T7100 and it does not support headset or Handsfree.
T7100 supports the following features:
·External ringer interface
·Message waiting indicator/visual ringing lamp
·LCD with tilt Display – The one-line by 16-character display on the T7100 telephone provides call
progress information. Each character is generated from a matrix of 5 x 7 LCD dots under control of a
built-in controller chip on the module.
Button Matrix
The T7100 buttons are as follows:
·Twelve dial pad buttons
·Volume control (rocker type)
·Hold button
·Release button
·Feature button
·One programmable button
Loop Limits
·Maximum loop length – 305 m (1000 ft) on 0.5 mm (24AWG) wire
·Maximum loop length – 790 m (2600 ft) with SAPS option
·Bridge taps – not permitted; loading coils – not permitted.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 219
Issue 26.N (Friday, April 05, 2013)
T7208
The T7208 telephone is part of the Business Series Terminals portfolio. It has eight fully programmable
buttons, each with its own LCD indicator and a 1 x 16 character alphanumeric display to provide call progress
information. There are no display buttons (soft keys) on the T7208.
The T7208 supports the following features:
·External ringer interface
·Headset interface
·Handsfree interface
·Message waiting indicator/visual ringing lamp
·LCD with tilt Display – The one-line by 16-character display on the T7208 telephone provides call
progress information. Each character is generated from a matrix of 5 x 7 LCD dots under control of a
built-in controller chip on the module.
Button Matrix
The T7208 buttons are as follows:
·Twelve dial pad buttons
·Volume control (rocker type)
·Hold button
·Release button
·Feature button
·Eight programmable buttons with indicators.
Loop Limits
·Maximum loop length – 305m (1000 ft) on 0.5 mm (24 AWG) wire
·Maximum loop length – 790 m (2600 ft) with SAPS option
·Bridge taps – not permitted; loading coils – not permitted.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 220
Issue 26.N (Friday, April 05, 2013)
T7316E
The T7316E telephone is part of the Business Series Terminals portfolio. It has 24 programmable buttons and
a 2 x 16 character alphanumeric display that is menu driven and supported by three context-sensitive soft
keys. The T7316E provides access to 24 memory buttons, 16 of which include multi-segment icons for fast and
precise decision-making.
The T7316E supports the following features:
·Multi-line w/multi-segment call appearance icons
·16 programmable buttons for lines/features/autodials
·8 additional memory buttons for features/autodials
·Expandable by adding T24 KIM
·Integrated BLF/DSS
·Fixed buttons: feature, hold, release
·Two-line adjustable display w/soft keys
·Built-in speakerphone
·Message Waiting Indication
·Time and date displayed
·Built-in headset
·Audio control center with mute, hands free, headset and volume bar
·Default features based on profiles
·Default line and hunt group assignment
·Retractable quick reference card
·Desk or wall mount
·Hearing aid compatible
·Desktop Assistant label application compatible
·ITU dial pad
·Colors: charcoal and platinum
·English and French keycaps (accessory)
·Extra length 2.7m handset cord (accessory)
·Shoulder rest (accessory)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 221
Issue 26.N (Friday, April 05, 2013)
BST Central Answering Position (T7316E + T24)
The BST Central Answering Position is an expandable desktop telephone that allows administrative assistants
and emergency contact centers the ability to centralize and efficiently distribute calls. By attaching the T24 Key
Indicator Module (KIM) directly to the T7316E, office administrators and emergency contact centers can
transform the pace and efficiency of their operations while maintaining an exceptional level of customer
service.
IP Office does have the concept of Ordinary KIMs and Enhanced KIMs; all buttons can have line appearances.
On IP Office there is an overall system limit of 1024 buttons of any kind of expansion module (Digital + IP).
T24 Product features:
·BCM and Norstar compatible
·Two versions of the T24 are available (Enhanced for line appearances and Ordinary for features and
autodialers)
·Multi-line with multi-segment call appearance icons
·24 programmable buttons for lines/features/autodials
·Busy Lamp Field/Direct Station Select support
·Multiple appearances of hunt groups
·Multiple line appearances
·4 T24’s per T7316E without power supply
·9 T24’s per T7316E with power supply
·Desk or wall mount
·Colors: charcoal and platinum
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 222
Issue 26.N (Friday, April 05, 2013)
M7000
The IP Office TCM8 module and DS16A/30A modules also support the Norstar and BCM M7000 Series Digital
Telephone sets.
The following M7000 Series are supported:
Avaya M7000 Series Digital Deskphones
M7100
M7100N
M7208 global
bottom button is dedicated HF
M7208N
bottom button is dedicated HF
M7310 global
bottom right button is dedicated HF
M7310 global + BLF module
bottom right button is dedicated HF
M7310N
bottom left button is dedicated HF
M7324 global
bottom right button is dedicated HF
M7324N
bottom right button is dedicated HF
Only the Global version of the M7000 Series will be supported on the IP Office. The Non-Global version (also
called NA version) of the M7000 Series set is not supported on the IP Office. The Non-Global versions were
available from the late 1980s to the early 1990s and only sold in North America. The Global version was
available in all regions including NA as of the Early-Mid 1990s until the End of Sale of the M7000 Series sets.
The Global and Non-Global sets can best be identified through their contrast level:
·Global version – 9 Contrast Levels
·Non-Global version – 4 Contrast Levels
Avaya recommends that Avaya partners make the end-customers aware that the M7000 have reached the End
of Life status and hence technical support for them is limited.
Message Waiting Indication (MWI) for M7000 Series set on IP Office
The M7000 Series Sets have no designated MWI Light, but users have two options to receive MWI on these
sets on the IP Office.
·Indicator Button programmed with F65 or F981 - Indicator lamp will lit when a new VM is available. This
option is not available for the M7100 Set since it has no programmable indicator button.
·Voicemail Ringback Feature – when enabled the IP Office will ring the set once set is active again (lift
handset or call placed) to notify about the available VM. The feature is disabled by default.
Once the M7000 Series Sets are connected to the IP Office they will not display "Message(s) for you" on the
display when a message is available.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 223
Issue 26.N (Friday, April 05, 2013)
Avaya Audio Conferencing Unit
The Avaya Audio Conferencing Unit offers superior teleconferencing by using three microphones to provide 360
degrees of voice coverage. The Conferencing Unit is a full duplex handsfree unit. This feature allows voice to
be heard and picked up at the same time, providing faster response time and eliminating conversation
"collisions" and losses. The unit has a Feature Key that allows access to many of the same features found on
the Business Series Terminals The Conferencing units connects to the same digital ports of IP Office that are
also supporting BST terminals.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 224
Issue 26.N (Friday, April 05, 2013)
Button Modules
IP Office supports a number of different button modules to provide telephones with additional programmable
buttons. The limits stated below are those applicable for the IP Office 4.2 2Q 2009 maintenance release and
higher.
·BM32: (1616)
Up to 32 BM32s supported (32 buttons each, up to 1024 buttons).
·DSS4450: (4412D+, 4424D+)
Up to 8 DSS4450 modules per system (maximum of 2 per DS expansion module, including the
IP406v2) (50 buttons each, max 400 buttons).
·DBM32: (1416)
Up to 32 DBM32s supported (32 buttons each, up to 1024 buttons).
·EU24/EU24BL: (4620, 4621, 5420, 5620, 5621, 4620, 4621, 5620, 5621)
Up to 8 EU24s per system (24 buttons each, max 196 buttons).
·SBM24: (9630G, 9640, 9640G, 9650, 9650C)
Up to 42 SBM24s per system (24 buttons each, up to 1008 buttons).
·BM12: (9508. 9608, 9611 9641)
Up to 42 SBM24s per system (24 buttons each, up to 1008 buttons).
·BM12: (9608, 9611, 9641)
Up to 42 SBM24s per system (24 buttons each, up to 1008 buttons).
·LCD IP key Expansion module for 1200 telephones (1220, 1230)
Up to 82 LCD-IP KEMs per system (12 buttons each, up to 1008 buttons).
·LED IP key Expansion module for 1200 telephones (1220, 1230)
Up to 56 LED-IP KEMs per system (18 buttons each, up to 1008 buttons).
·LCD IP key Expansion module for 1100 telephones (1120, 1140)
Up to 56 LCD-IP KEMs 24s per system (18 buttons each, up to 1008 buttons).
·T3 Series: (All T3 telephones)
Up to 30 T3 DSS modules supported. (36 buttons each, up to 1080 buttons). T3 DSS buttons are not
included in the overall system limit for additional button module buttons.
·XM24: (6416+, 6424+)
Up to 10 XM24 units per system (maximum of 2 per DS expansion module, including the IP406v2)
with a maximum of 1 per 6416+/6424+ phone (24 buttons each giving a maximum of 240 XM24
buttons).
·T24 KIM (Key Indicator Module) (T7316)
Up to 42 T24 KIMs per system (24 buttons each, up to 1008 buttons).
The maximum number of additional button module buttons per system is 1024 (regardless of if the buttons
are configured for use or not). Only exception is use of T3 DSS only where, if no other button modules are
used, a total of 1080 buttons is supported:
·12 x BM32 + 5 x EU24 + 20 x SBM24 is allowed (984 buttons in total).
·15 x T3DSS + 15 x BM32 is allowed (1020 buttons in total).
·but NOT 8 x BM32 + 10 x EU24 (because it exceeds the maximum number of 8 EU24s, even though
total buttons < 1024).
·and NOT 14 x BM32 + 5 x EU24 + 20 x SBM24 (total 1048 buttons, this exceeds the maximum 1024
buttons per system).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 225
Issue 26.N (Friday, April 05, 2013)
Analog Telephones
As well as providing a lower cost alternative to system specific telephones, analog telephones can still deliver a
high degree of functionality on IP Office. They are particularly appropriate in applications where users require
lower entry costs and can be used with Phone Manager for a high proportion of call control.
Analog telephones that are compatible with caller display functionality can display the telephone number of the
calling party if available. Simple programming of IP Office can convert that numeric display in to the company
name associated with that number.
Feature activation by analog telephones is via short codes. IP Office is pre-programmed with a default set of
short codes but these can be changed to mimic a legacy telephone system as required.
Avaya would like to stress that although most analog telephones will work on IP Office - Avaya cannot
guarantee that all analog telephones in every region of the world will work on the IP Office.
·Analog telephones connect to IP Office via ports marked PHONE ports.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 226
Issue 26.N (Friday, April 05, 2013)
Avaya 6200 Analog Telephone (North America)
The 6200 range of telephones are single-line analog telephones that require one tip and ring pair for
operation. This series of telephones have a Ringer volume control on the side of the telephone and a Handset
volume control on the front of the phone. They use DTMF dialing only and support the Positive Disconnect
function. In addition, these telephones have a Message light, a recall button that allows access to system
features, a redial button that allows automatic redial, a hold button with a single associated light, and a data
jack on the rear of the telephone. The 6219 phone adds 10 programmable dialing buttons and the 6221 phone
adds a built-in speakerphone with mute capability.
Analog Telephone Features
6211
6219
6221
Programmable buttons (10 buttons)
Program Keylock
Pause
Redial
Speaker
Flash
Hold (with indicator light)
System Hold
Mute
Handset Volume Control
Ringing Volume Control (3 position)
Ringing Patterns (2)
Personalized Ringing
Message Waiting Light
Desk/Wall Mount
Data Jack
Colors
White/Grey
White/Grey
White/Grey
Ringer Equivalency
0.7A, 1.6B
0.5A, 1.5B
0.5A, 1.5B
Hearing Aid Compatible
Positive Disconnect
DTMF Dialing
Specialty Handset Support
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 227
Issue 26.N (Friday, April 05, 2013)
Interquartz Gemini Phones (EMEA and APAC)
Avaya have tested the new generation Interquartz Gemini analog telephones with IP Office to ensure that
telephone and system are compatible. The Gemini telephones offer good value for money without
compromising on quality. Their stylish design and rugged build quality make them a popular choice for buyers
on a limited budget.
For sales enquiries and product information contact Interquartz at avaya-enquiries@interquartz.co.uk.
Basic telephone 9330-AV
·Visual Message Waiting Indication.
·Locking mute button with LED indicator.
·Last number redial.
·Recall button.
·Ringer volume adjust.
·Ringer indicator light.
·Wall mountable - no additional bracket required.
·Hearing aid compatible.
·Rubber feet to minimize slippage
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 228
Issue 26.N (Friday, April 05, 2013)
CLI Feature phone 9335-AV
All features of 9330-AV plus:
·Caller ID with 80 memories (shows date, time and new/repeat/answered/unanswered calls).
·Large 3 line LCD display.
·IP Office feature activation through programmable keys.
·100 name and number personal directory.
·20 lockable direct access memories.
·Full handsfree working.
·Headset port.
·Switchable Time Break Recall 100 / 200 / 300 / 600 ms.
·Call timer.
·Alphanumeric keypad.
·Last number redial with 5 memories.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 229
Issue 26.N (Friday, April 05, 2013)
Hotel Phone 9281-AV
·Removable inlay card for personalized logo printing.
·Triple standard message waiting light (high voltage, reverse polarity and voltage drop).
·10 non-volatile memories.
·Ringer indicator light.
·Ringer volume and pitch adjustment.
·Last number redial and Recall button.
·Hearing aid compatible.
·Wall mountable – no additional bracket required.
·ELR/TBR switchable.
·MF Only.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 230
Issue 26.N (Friday, April 05, 2013)
Doorphone Entry Systems for IP Office
Doorphones offer convenience and security. Depending on the needs of the environment, door telephones may
allow internal users to not only speak with someone who is outside, but also to easily allow the visitor entrance
to the facility or residence. Doorphones can be connected to the Avaya IP Office base unit in a variety of ways,
providing design flexibility based upon needs.
All of the IP Office base units include an external output port. Connections of doorphones to these ports enable
the user to gain access to the premises through default system short codes, through the optional Phone
Manager Pro application, and through the optional Voicemail Pro application. The flexibility of the IP Office
provides the ability for short codes to be customized to a code more desirable for users. By using the Phone
Manager Pro application, users can label the icons within the application a descriptive name such as Receiving
Door or Front Door. The flexibility of Voicemail Pro allows the visitor to enter a predetermined code from the
phone granting access. This scenario is particularly useful in areas when co-workers are working at another
site. Additionally, many doorphones can be connected to station or trunk ports available on IP Office.
The Avaya IP Office system offers three doorphone solutions to choose from:
·Avaya Universal Doorphone System (North America)
·Kalika Communications Doorphone Entry System (EMEA) - DevConnect Partner
·Interquartz Doorphone (EMEA) - DevConnect Partner
·Algo 3226S Trunk Port FXO Doorphone (NA & EMEA) - Dev Connect Partner (the Algo 3226S has the
same industrial design as the Norstar / BCM Digital Doorphone, but leverages Analog Trunk ports
instead of Digital Station Ports)
Avaya Universal Doorphone System:
·System consists of a controller and a speaker.
·The speaker is mounted securely on the wall and is connected to the controller, which normally
resides in the equipment room. The controller is connected to a trunk port.
·Users with the trunk appearance will be notified when a visitor has pressed the Push button located
on the weatherproof speaker.
·Each controller supports two speakers, for example Front Door and Back Door.
·Custom ringing mode distinguishes doorphone calls from external calls.
·Call waiting tones indicate which doorphone is calling and distinguish a doorphone call from an
external line call.
·Calls can be placed on hold when visitors call from the doorphone.
·Commercial or residential security is provided via two-way handsfree communication from a door or
gate.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 231
Issue 26.N (Friday, April 05, 2013)
Headsets
Avaya offers ergonomically designed communication headsets and amplifiers for the Avaya IP Office
telephones. This full line of professional and contact center solutions set the standard in sound quality and
durability. Avaya headsets are designed for maximum, all-day comfort and are available in styles that suit
nearly any wearer and any usage pattern.
Whether you want the freedom to communicate handsfree while working at your desk, or the ability to roam
while talking, you will find a solution that suits your individual needs.
Please check www.avaya.com for a current list of supported headsets.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 232
Issue 26.N (Friday, April 05, 2013)
Summary
All Avaya telephones are designed to ensure that features and functions are easily accessible to the user -
ensuring that, through ease of use, the full benefits of the system are delivered to the desktop.
The telephones that support handsfree operation are intended for individual use only, not for group or
conference room operation.
The telephones listed below are the preferred and premier range of telephones for use on the IP Office. These
telephones are sold worldwide in every country where IP Office is available. The range of telephones consists
of both digital and IP phones.
IP Office worldwide digital telephones:
IP Office worldwide IP telephones:
·1403 Telephone
·1603 IP Telephone
·1408 Telephone
·1608 IP Telephone
·1416 Telephone
·1616 IP Telephone
·9504 Telephone
·9608 IP Telephone
·9508 Telephone
·9611 IP telephone
·9621 IP Telephone
·9641 IP Telephone
In addition to the telephones above, IP Office supports a wide range of telephones, as listed below. Some of
these phones, however, are only available in certain countries and regions.
Other digital/analog telephones:
Other IP telephones:
·2402 Telephone
·9620L/9620C IP Telephone
·2410 Telephone
·9630G/9640/9640G IP Telephone
·2420 Telephone
·9650/9650C IP Telephone
·3810 Wireless Telephone
·3720 DECT R4 Wireless Handset
·EU24/EU24BL DSS Unit
·3725 DECT R4 Wireless Handset
·3740 DECT R4 Wireless Handset
·3749 DECT R4 Wireless Handset
·36451 Wireless (WiFi) Phone
·3645 Ruggedized Wireless (WiFi) Phone
·D100
The following Norstar/BCM telephones are fully supported but might require special interface cards/modules.
Some of these phones are not available for new sales or to all channels.
Norstar/BCM Heritage Digital telephones
Norstar/BCM Heritage IP telephones:
·T7000
·1120 IP phone
·T7100
·1140 IP phone
·T7208
·LCD KEM for 1100 telephones
·T7316; T7316e
·1220 IP phone
·T24 KIM– Key Indicator Module
·1230 IP phone
·M7000
·LCD KEM for 1200 telephones
·M7100
·LED KEM for 1200 telephones
·M7208
7420/7430/7440 Digital Mobility Handsets (2.4
GHZ)
·M7310
·7439/7449 Digital Mobility Handset, DECT, North
America
·M7324
·4135/4145/4145EX Digital Mobility Handset,
DECT; EMEA and Hong Kong
·CAP (48 buttons) – Central Answering Position
·4136/4146/4146EX Digital Mobility Handset,
DECT; Australia and NZ.
·T7406, T7406E BXT cordless Telephone, North
America
·7420/7430/7440 Digital Mobility Handsets,
DECT, South America
Only the Global version of the M7000 Series will be supported on IP Office. The Non-Global versions (also
called NA version) of the M7000 Series set are not supported.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 233
Issue 26.N (Friday, April 05, 2013)
The Non-Global versions were available from the late 1980s to the early 1990s and only sold in North America.
The Global version was available in all regions including NA as of the Early-Mid 1990s until the End of Sale of
the M7000 Series sets.
The Global and Non-Global sets can best be identified through their contrast level:
·Global version – 9 Contrast Levels
·Non-Global version – 4 Contrast Levels
Avaya partners should notify the end-customers that the M7000 has reached the End of Life status and hence
technical support for them is limited.
Note: All versions of the T7000 Series are supported and there are no minimum firmware or regional
requirements for the BST T7000 Series sets.
The following Norstar/BCM Digital mobility components are supported on IP Office but might require special
interface cards/modules. Some of these phones are not available for new sales or to all channels.
Digital Mobility 2.4 GHz solution - North America and CALA
Digital Mobility Base Station 10
(2.4GHz, Compatible with Handset 7430/7440,
Repeater 40)
Digital Mobility Repeater 40
(2.4GHz, Compatible with Handset 7430/7440, Base
station 10)
Digital Mobility External Antenna 51
DMC 080
Digital Mobility Controller - N.A.
DMC 320
Digital Mobility Controller - N.A.
Digital Mobility 1.9 GHz solution - North America (1929-1930 MHz)
Digital Mobility Base Station 19 (NAR)
Digital Mobility Repeater 49 (Canada, US)
Digital Mobility External Antenna 51
DMC 080
Digital Mobility Controller - N.A.
DMC 320
Digital Mobility Controller - N.A.
Digital Mobility 1.8 GHz solution - Europe, Hong Kong, Australia, New Zealand (1880-1900MHz)
Digital Mobility Base Station 15
Digital Mobility Repeater 25
Digital Mobility Repeater 45
Digital Mobility External Antenna 51
DMC 081
Digital Mobility Controller - International
DMC 321
Digital Mobility Controller - International
Digital Mobility 1.8 GHz solution - South America (1900-1930 MHz)
Digital Mobility Base Station 14
Digital Mobility Repeater 24
Digital Mobility External Antenna 51
DMC 081
Digital Mobility Controller - International
DMC 321
Digital Mobility Controller - International
The following telephones are no longer available for new sales.
Other digital/analog telephones:
Other IP telephones:
·4406
·5601 IP Telephone
·4412
·4601 IP Telephone
·4424
·4602SW IP Telephone
·4450 DSS Unit
·5602SW IP Telephone
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 234
Issue 26.N (Friday, April 05, 2013)
·4610SW IP Telephone
·4610SW IP Telephone
·5610SW IP Telephone
·5620 IP Telephone
·5402 Telephone
·4620/21 IP Telephone
·5410 Telephone
·4625SW IP Telephone
·5420 Telephone
·3616 Executive Wireless (WiFi) Phone
·T3 Comfort (Up)
·5621 IP Telephone
·T3 Classic (UPN)
·3620 Healthcare Wireless (WiFi) Phone
·T3 Compact (UPN)
·T3 DSS Module
·For maximum cabling distances please refer to the IP Office Installation Manual.
Legacy Telephone Support
The following telephones are not supported. They may function but have not been tested with the current IP
Office release. Any faults reported following this release will not be fixed.
·20DT Analog DECT used with IP Office Analog DECT and Compact DECT.
·TransTalk 9040
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 235
Issue 26.N (Friday, April 05, 2013)
Chapter 7.
Features and Call Handling
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 236
Issue 26.N (Friday, April 05, 2013)
7. Features 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.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 237
Issue 26.N (Friday, April 05, 2013)
Basic Call Handling
Tones
IP Office generates the correct user tones for the geography. These tones are generated for all IP Office
extension types, analog, digital and IP.
Supported tones are:
·Normal, alternate, and secondary; depending on geography
·Busy
·Unobtainable
·Re-order
·Conferencing tone depending on geography
Caller ID
Feature
·Display of the caller’s number on incoming calls, where supplied by the service provider.
·Sending of calling number on outgoing external calls.
Benefit
·Confirmation and recognition of who is calling.
·Storage of Caller ID numbers for return calls.
·Directory name matching to Caller ID numbers.
·Screen-Popping customer records in compatible applications.
Description
Where supplied by the service provider, the IP Office can receive and use the caller's Caller ID. The Caller ID is
passed through to the answering phone or application and is included in any call log or history supported by
the phone or application. If the Caller ID matches a number in the IP Office's Directory, the matching directory
name is shown instead of the number.
Where IP Office Phone Manager, or the TAPI service is used to link to database software on the user's PC, it is
possible to have an automatic query performed on the supplied Caller ID and have the caller’s record in front
of the user before the call is answered.
For outgoing calls the IP Office can insert a system wide Caller ID or set a flag to have Caller ID withheld. For
users with a direct dial number routed to their extension, that direct dial number is also used as their Caller ID
for outgoing calls. Alternatively short codes can be used to specify the Caller ID that should be sent with
outgoing calls.
Note that the sending and receiving of Caller ID is subject to the service provider supporting that service. The
service provider may also restrict which numbers can be used for outgoing Caller ID.
Call Screening
Feature
·The user has the capability to screen incoming calls while the phone is in an idle state, and the user
can listen to incoming calls transferred to voicemail.
Benefit
·Screen for important calls and decide if you should answer the call or let it go to voice mail
Description
When an incoming call arrives at your phone and is then directed to and answered by the voice mail system,
you automatically hear the caller on your phone speaker, but the caller cannot hear you. You can decide
whether to answer the call or drop from the call and let the voice mail system continue to handle the call.
Note: You cannot screen a call whilst you are on another call.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 238
Issue 26.N (Friday, April 05, 2013)
Hold
A call may be placed on hold with optional Hold music. A held call cannot be forgotten as it is presented back
to the extension after a timeout set by the system's administrator.
See also Park .
Toggle Calls
Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system,
presenting them one at a time to the user.
Hold Call Waiting
Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an
existing call and answer a waiting call through a single button press.
Hold Music (Music on Hold)
The IP Office system supports up to 4 sources of music on hold – system sources which may be external: one
system source plus 3 additional external sources using analog extensions. Internal (WAV) or tone plus up to 3
additional internal sources. The internal sources are .WAV files saved either in volatile memory, or on the
optional memory card in an IP500 and IP406 V2. The .WAV file must be 16bit PCM mono and sampled at 8Khz
with a maximum duration of 30 seconds.
Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups. On IP500,
and IP500 V2 systems, each source can be up to 90 seconds long.
External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units, or configured
analog extensions.
Park
As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user.
The call park facility is available through the user's telephone, Avaya one-X™ Portal for IP Office, Phone
Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging
system so the person the call is for can go to any phone and collect the call by dialing the park slot number.
For convenience Phone Manager has 4 pre-defined park buttons. On digital telephones with DSS/BLF keys it is
possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to
be parked or retrieved.
There is a system configurable timeout that determines how long a call may remain parked before it is re-
presented to the extension that originally parked the call.
Automatic Callback
Feature
·When calling an extension that is busy, set the system to call you when the extension becomes free.
This feature is also called "Ringback When Free".
·When calling an extension that just rings, set the system to call you when the extension is next used.
This feature is also called "Ringback When Next Used".
Benefit
·Carry on with other work and let the system initiate a call for you when the extension becomes
available.
Description
Depending on the type of phone a user has, call back when free is accessed by dialing a short code if an
internal busy tone is heard, selecting an option from an interactive menu or pressing a programmed DSS/BLF
key. Callback when free can also be activated from Phone Manager.
You can also set a callback when free or a callback when next used using a short code without attempting a
call.
238
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 239
Issue 26.N (Friday, April 05, 2013)
This feature is supported across the IP Office Multi-Site/Small Community Network .
Direct Inward Dialing (DID/DDI)
This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This
number can then be used by IP Office call routing software to route the call to an individual phone, or groups
of telephones. This service is typically used to reduce the workload on a reception position by giving members
of staff or departments individual numbers so they can be called directly. For convenience it is common to
have the extension or group number the same as the digits supplied from the network, but IP Office can
convert the number to a number as needed by the business, within limits
In North America, T1 circuits are required for DID.
Transfer
Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or
external public number. The caller is placed on hold while the transfer is performed.
If the phone is put down before the destination has answered, the original caller will be automatically
transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination
to be answered and announce the transfer before hanging up to complete the transfer. This is called a
Supervised Transfer.
Unless restricted by the system administrator, the IP Office makes no differentiation between internal or
external call transfers.
Distinctive and Personalized Ringing
The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or
external. This feature is called 'distinctive ringing'. For analog telephones the distinctive ringing sequences
used are adjustable. For digital and IP telephones the distinctive ringing sequences are fixed as follows:
·Internal Call: Repeated single-ring.
·External Call: Repeated double-ring.
·Ringback Call: Single ring followed by two short rings.
This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and
voicemail ringback calls.
This feature is supported across the IP Office Multi-Site/Small Community Network .
Personalized Ringing
In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone's ring. On
many Avaya digital telephones, the ringer sound can be personalized. Changing the ringer sound does not
alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on
all types of telephones.
Message Waiting Indication
Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible
telephones when a new message has been left for the user, either in a personal voice mailbox or in a group
mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off.
All Avaya digital and IP telephones have in-built message waiting lamps. Avaya one-X™ Portal for IP Office
provides message waiting indication on screen.
For analog telephones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are
provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected
from the IP Office Manager when configuring a system to match the properties of the analog telephones. Note
that the 101V signaling is only available on IP500 Phone cards and expansion modules plus version 2 IP400
Phone 8, 16 and 30 expansion modules.
296
296
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 240
Issue 26.N (Friday, April 05, 2013)
Visual Voice
Feature
·Provides interface to voicemail through display and buttons e.g. Listen, Save, Delete, Fast Forward.
Benefit
·Quick access to voicemails and commonly used messaging features.
Description
You can access and control voice messages via the display on Digital or IP telephones. Visual Voice requires
Preferred Edition or Essential Edition, and can only be used with large display LCD sets only from the 1400,
1600, 2400, 5400, 4600, 5600, 9500, 9600 and T3 Series. (1403, 1603, 1603SW, 2402, 5402, 4601,
4602SW, 5601, 5602SW do not support Visual Voice). On telephones that have a display but do not support
visual voice operation, use of the button for user mailbox access using voice prompts and for direct to
voicemail transfer during a call is supported (does not include T3 and T3 IP telephones.
Features supported are:
·access new/old/saved messages for personal and hunt group mailboxes.
·next and previous message.
·fast forward and rewind.
·pause message.
·save, delete and copy message to other users of the system.
·change default greeting.
·change password.
·change email settings (Preferred Edition only).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 241
Issue 26.N (Friday, April 05, 2013)
Advanced Call Handling
Description
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, or
Absence Text which can quickly give information to internal callers about a person's availability.
Absence Text
Feature
·Display a text message on the user's phone and IP Office Phone Manager application.
·Display the same message on other internal telephones and IP Office applications when calling the
user.
Benefit
·Inform other internal users of your current status and likely availability.
Description
Any user can set Absence Text on their phone, even users of standard analog telephones, but it can only be
displayed on selected display telephones, Phone Manager and SoftConsole that call the user. Most supported
feature telephones give the option of adding some text, for example, "At lunch until 16:00".
When a user has an absence text message set, call processing is not affected to the user and they still have
the choice of using features like Do Not Disturb or Forward on No Answer as appropriate. Telephones that
support the interactive setting of Absence Text will also display it on the users own phone for the benefit of
people who come to their desk. There are 10 predefined strings for Absence Text:
·None (no text message)
·"On vacation until"
·"Will be back"
·"At lunch until"
·"Meeting until"
·"Please call"
·"Don't disturb until"
·"With visitors until"
·"With cust. til"
·"Back soon"
·"Back tomorrow"
·Custom
All may have additional text entered, eg message 4 plus 10:00 will show "Meeting until 10:00" and the text
strings are localized to the system language
This feature is supported across the IP Office Small Community Network (SCN).
Call Tagging
Feature
·Display a text message on the user's phone, Avaya one-X™ Portal for IP Office or Phone Manager,
when a call is presented to it.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 242
Issue 26.N (Friday, April 05, 2013)
Benefit
·Provide additional information about the call.
Description
This feature is used to provide additional information about the call to the targeted user before they answer it.
Call Tagging may be used when transferring a call from Avaya one-X™ Portal for IP Office, Phone Manager or
Soft Console to give caller info if the user doing the transfer is not able to announce the call.
It is possible to add a tag to a call automatically using CTI and IP Office Voicemail Pro. This is also possible
based on an Incoming Call Route. On some telephones, displaying the Tag may mean that it is not possible to
display the usual call source and target information.
Reclaim Call
Feature
·The ability to recover, or reclaim, the last call that was at your phone but is now ringing or is
connected elsewhere.
Benefit
·If you just miss a call and it goes to voicemail or call coverage, you can get the call back while it is
still being presented or connected through IP Office
Description
This is a special version of the Acquire Call feature that only applies to the last call at your extension.
Hunt Group Enable/Disable
Feature
·The ability for a user to enable or suspend their membership of hunt groups.
Benefit
·A user may need to temporarily join or leave individual hunt groups, for example to cover a peak of
calls without changing the system programming.
Description
A team supervisor or administrator may not usually take calls for a team but at times of high traffic they may
join the group to take calls and when the peak is over leave the group to resume their regular tasks. To use
this feature the User must be configured as a member of the hunt group by the systems administrator, it is
not possible for a user to arbitrarily join a hunt group that they have not been identified as a member of.
Call Waiting
A User may not want people calling them to receive busy tone if they are already on another call, but have the
call receive ring tone and have some kind of alert that there is a call waiting. The user can then decide to finish
or hold the current call and answer the one that is waiting. The amount of information that is available about
the call that is waiting depends on the type of phone the user has, or if they are using Avaya one-X™ Portal for
IP Office or Phone Manager.
As Call waiting tone can be disruptive it is possible to turn the feature on or off and even suspend it for a
single call – useful for conference calls.
Do Not Disturb (DND)
This is the ability to temporarily stop incoming calls ringing at a user's telephone. It will prevent the user from
receiving hunt group calls and give direct callers either voicemail (if enabled) or a busy signal. This feature can
be enabled/disabled from the phone or via Avaya one-X™ Portal for IP Office or Phone Manager.
It is possible to have some calls bypass the DND setting and ring the phone. For example a manager might
have their secretary’s extension number on the DND exceptions list. The exceptions list can be easily managed
by the Avaya one-X™ Portal for IP Office or Phone Manager. Both internal and external numbers can be on the
exception list.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 243
Issue 26.N (Friday, April 05, 2013)
Dial Plan
IP Office has a very flexible numbering scheme for extensions, hunt groups and feature commands. While the
system has default numbering for feature codes and extensions, they can all be re-defined. Default extensions
and hunt groups have 3 digit numbers starting at 200 but these can be changed from 2 to 9 digits through the
IP Office Manager. There is a default set of feature access "short codes," but these can be changed to
whatever the end user requires, within limits. This is useful for example, if IP Office is replacing a system
where DND was accessed by dialing *21, it is possible to change the IP Office Short Code to mimic the code of
the replaced system.
In certain countries IP Office can support a Secondary Dial Tone when an access digit is dialed, though this
limits some functionality like Alternate Route Selection (ARS). IP Office can also be configured to work without
line access digits, by analyzing digits as they are dialed and determining if they are for an internal number or
should be sent out on a line – this is valuable in SOHO installations where users will not necessarily be used to
dialing an access digit for an outside line.
Paging
All Avaya digital and IP telephones supported on the IP Office that have loudspeakers can be used to receive
broadcast audio messages without having to install a separate paging system. Paging can be to individual
telephones or groups of telephones.
Analog extension ports can be configured for connection to external overhead paging systems, usually through
an adapter, such that a port can be included in a paging group to permit mixed phone and overhead paging.
Some Avaya digital and IP telephones are able to answer a page by pressing a key while the page is going on,
this terminates the page and turns it into a normal call.
This feature is supported across the IP Office Small Community Network
Intrude
The Call Intrude feature allows a user, if permission through IP Office Manager is given, to join an existing
conversation whether this is an internal or external call.
A user with the "Can Intrude" option can join a call on any extension on the system, however, a User with
"Cannot be Intruded" setting would prevent others from joining their call.
Inclusion
This feature enables selected users to intrude on calls that are already in progress. The intruding party
intrudes on the existing call and all parties hear a tone. The speech path is enabled between the intruding
party and the called user; the other party is forced onto hold and will not hear the conversation. On
completion of the intrusion the called party speech path is reconnected to the original connected party. The
feature is enabled or disabled on a per user basis through the Manager.
Private Call
Users can set a status of private call using short codes or a programmed button. Private calls cannot be
recorded, intruded on, bridged into or monitored.
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 out to make the extension
available to others or if users log in at another phone, they are automatically logged out of the original
extension.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 244
Issue 26.N (Friday, April 05, 2013)
Remote Hot Desking
Feature
·The ability for a user to Hot Desk to other locations within the Small Community Network.
·Available on Digital, Analog and IP telephones.
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.
·The user has access to the centralized system and personal directory as well as their call log (1400,
1600, 9600 Series and T3 telephones only).
·Great for consultants, managers, lawyers working on different offices on different days.
Description
IP Office supports remote hot desking between IP Office systems within a Small Community Network (SCN).
The system on which the user configured is termed their 'home' IP Office, all other systems are 'remote' IP
Offices. No additional licenses are required to support Remote Hot Desking other than the Voice Networking
license on each IP500 within the SCN.
·User Settings
When a user logs in to a remote IP Office system, all their user settings are transferred to that
system.
oThe user’s incoming calls are rerouted across the SCN.
oThe user’s outgoing calls use the settings of the remote IP Office.
oHowever some settings may become unusable or may operate differently. For example if the user
uses a time profile for some features, those feature will only work if a time profile of the same
name also exists on the remote IP Office.
·Break Out Dialing
In some scenarios a hot desking user logged in at a remote system will want to dial a number using
the system short codes of another system. This can be done using either short codes with the Break
Out feature or a programmable button set to Break Out. This feature can be used by any user within
the Small Community Network but is of significant use to remote hot deskers.
Note: Remote Hot Desking is not supported for use with Customer Contact Center (CCC) or Customer Call
Reporter (CCR). Features handled by the telephone itself are not affected by Hot Desking (e.g. call log and
phone speed dials).
Relay On/Off/Pulse
IP Office is fitted with two independent switch outputs for controlling external equipment such as door entry
systems. Control of these switches is via allotted handsets allowing the switches to be opened, closed or
pulsed as required. Control of switches is also accessible via, Receptionist SoftConsole and Voicemail Pro.
Pickup
Call Pickup allows a user to answer a call presented to another extension. Types of call pickup include:
·Pick up any call ringing on another extension.
·Pick up a hunt group call ringing on another extension, where the user must be a member of that
hunt group.
·Pick up a ringing call at a specified extension.
·Pick up any call ringing on another extension that is a member of the hunt group specified.
This feature is supported across the IP Office Multi-Site Network (SCN).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 245
Issue 26.N (Friday, April 05, 2013)
Call Recording
Where IP Office has Voicemail Pro installed it is possible to record a call and save the recording to the user’s
mailbox, a group mailbox or the voice recording library. For example, this is useful when a caller is going to
give detailed information like an address or phone number and the caller will hear a warning message or tone
that the call is being recorded in some countries. Where call recording is required for Quality Assurance, it is
possible to set the IP Office system to automatically record a percentage of calls for later review.
Any call (normal, conference, or intrusion) and any phone type (including IP) can be recorded. Where "advice
of recording" needs to be played, IP Office will ignore Voicemail port licensing if an insufficient number of
voicemail channels have been licensed.
Note: for IP telephones, a VCM channel will be required for the duration of the recording.
Telecommuter Mode
Avaya one-X™ Portal for IP Office 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 the Avaya one-X™ Portal for IP Office server
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.
Please refer to the Mobility Chapter for more details.
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. Other users of the system need not know that the
supervisor has two different telephones. 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).
The following features are supported with internal twinning:
·Follow Me To
·Follow Me Here
·Forwarding
·Do Not Disturb (inc exceptions)
·Context less hunt group actions: Membership / Service Status / Fallback Group configuration
·Voicemail On / Off / Access
·Call Log (Central Call Log for T3 and 1600 telephones only)
·Redial (Central Call Log for T3 and 1600 telephones only)
·Personal Directory Entries (for T3 and 1600 telephones only)
Mobility Features include:
396
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 246
Issue 26.N (Friday, April 05, 2013)
·Mobile (external) Twinning
·Mobile Call Control
·Mobility Callback
·Avaya one-X Mobile Client Support
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 247
Issue 26.N (Friday, April 05, 2013)
Key and Lamp Operation
IP Office offers a full range of Key and Lamp features on Avaya feature telephones. 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 telephones. Key
and Lamp operation is not supported on analog telephones.
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.
Appearance Buttons
Feature
·Use the programmable buttons available on Avaya digital and IP telephones to represent individual
calls.
·Answer, originate and join calls by pressing the appropriate appearance buttons.
Benefits
·Indication of calls connected and calls waiting.
·Handling of multiple calls from a single phone.
Description
Many Avaya digital and IP telephones supported by IP Office have programmable buttons. These buttons can
be assigned to appearance functions that allow the handling of calls. These functions are:
·Line Appearance Buttons
Used to indicate make and answer calls on a specific external trunk.
·Call Appearance Buttons
Used to handle multiple incoming and outgoing calls from a user's extension.
·Bridged Appearance Buttons
Used to match the call appearance buttons on a colleagues extension.
·Call Coverage Buttons
Used to indicate unanswered calls ringing at a colleagues extension.
Line Appearance
A Line Appearance is a representation of a trunk line on the IP Office system where the indicator tracks the
activity on the Line. Only external calls can be answered or made on Line Appearances. Line appearances can
be used with Analog, E1 PRI, T1 PRI and BRI trunks PSTN trunks. They cannot be used with E1R2, QSIG and
IP trunks.
Call Appearance Buttons
Feature
·Uses a programmable button on the Avaya digital and IP telephone to represent an incoming or
outgoing call.
·Separate buttons are used to represent each simultaneous call that the user can make or answer.
·Where possible, the status of the calls (ringing, connected or held) is indicated by the button
indicator.
Benefit
·Call appearances allow a single user to make, answer and switch between multiple calls by pressing
the appropriate call appearance button for each call.
Description
On Avaya IP Office digital and IP telephones that have programmable buttons, those buttons can be set as call
appearance buttons through the IP Office Manager. The number of call appearance buttons set for a user
determines the number of simultaneous calls they can make and answer.
Note that the use of call appearance buttons overrides IP Office call waiting features. It is only when all call
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 248
Issue 26.N (Friday, April 05, 2013)
appearances are in use that subsequent callers receive either busy tone, voicemail or follow a forward on busy
action
When call appearance buttons are used, a minimum of three call appearance buttons is recommended where
possible, although some telephones are restricted to two call appearance buttons by the number or design of
their programmable buttons.
Alerting/Ring Tone for Covered Calls
Feature
·The alert signal (ring tone) for incoming calls for covered telephones can be set to the following
values: Ring (default), Abbreviated Ring and No Ring.
Benefits
·The ability for a user to choose how the covered call will alert.
·To keep the alerting noise low in open-plan offices.
Bridged Appearance Buttons
Feature
·Allow the user to have an appearance button that matches another user's call appearance button.
Benefit
·Answer and make calls on behalf of the other user.
·Audible indication of calls presented to the bridged user, where programmed
·Visual indication of when the other user has calls presented, held or connected.
·Join and exchange calls using the paired call appearance and bridged appearance buttons.
Description
A bridged appearance button matches the activity on one of another user's call appearance button. For
example, when the call appearance shows a ringing call, the bridged appearance button will also show the
ringing call and can be used to answer that call.
Similarly, if the bridged appearance button is used to make a call, the call activity is shown on the matching
call appearance button. The call appearance button user can join or takeover the call using their call
appearance button.
Bridged appearance buttons allow paired 'manager/secretary' style operation between two users, and are only
supported for users who have call appearance buttons.
Call Coverage
Feature
·Allow unanswered calls to alert at other user extensions and be answered there before being
forwarded or going to voicemail.
Benefit
·Provide users the opportunity to answer colleague’s unanswered calls before they go to voicemail.
Description
When a user has an unanswered call ringing, after a configurable delay, the call will also start alerting on any
call coverage buttons associated with the user on other extensions. The call can then be answered by pressing
the call coverage button. If still unanswered the call is forward or goes to voicemail as normal.
The time a call rings before also alerting on any associated call coverage buttons can be adjusted for each
user.
External Call Lamp Indication
Feature
·New system wide configuration parameter to select the LED flash pattern for external calls on Bridged
and Coverage appearances.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 249
Issue 26.N (Friday, April 05, 2013)
Benefit
·The user can determine if the covered call is internal or external.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 250
Issue 26.N (Friday, April 05, 2013)
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.
Account Codes
Feature
·Associate an account code with a call.
·Validate account codes used against list stored by the IP Office.
·Include the account code used with call log details.
Benefit
·Through the call records, group calls by account code for the purpose of call costing and tracking.
·Restrict outgoing calls by requiring users to enter a valid account code.
Description
IP Office stores a list of valid account code numbers. When making a call or during the call, the user can enter
the account code they want associated with that call. IP Office will check the account code against its list of
valid codes and request the user to re-enter the code if it is not valid. For incoming calls, the Caller ID can be
used to match it with an account code from the IP Office's list of valid codes and report the account code with
the call for billing.
Individual users can be set to Forced Account Code operation where they are required to enter a valid account
code before making external calls. By using IP Office Short Codes it is possible to identify certain numbers or
call types as requiring a valid account code before permitting the call to proceed, for example long distance or
international numbers. Analog phone users can only enter account codes before making a call or in response to
an audible system prompt to enter a code when making the call.
Account codes can also be entered through the Avaya one-X™ Portal for IP Office and Phone Manager. A
system wide setting determines whether Phone Manager will display a list of account codes from which the
user can select the code required or will hide the account code list.
In all the cases above, the account code entered is included with the call details in the IP Office's call record
output. (SMDR).
Authorization Codes
Authorization codes allow an IP Office user to go to another extension on the system and make calls using
their personal toll restrictions; this may grant the user greater or fewer privileges than the normal owner of
the extension they use. Since Authorization Codes are independent of Account Codes, the user has to enter
both if the required by the system configuration. All entered codes are logged in SMDR.
Dial Emergency
Dial emergency is an IP Office Short Code and, permits certain numbers to be dialed regardless of call barring
or a phone being logged out.
Call Barring
Feature
·It is possible to prevent or allow calls to certain numbers such as international numbers or premium
rate numbers for individual users or on a system wide basis.
Benefit
·Restrict the dialing of specific numbers or types of numbers system wide.
·Restrict certain users from dialing specific numbers or types of numbers.
Description
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 251
Issue 26.N (Friday, April 05, 2013)
IP Office supports call barring at many levels. Short codes can be used at the system or individual user level to
block the external routing of specific numbers or types of numbers. Typically the barring short codes are set to
return busy tone, however they could route the call to an alternate number or to a Voicemail service that
returns a 'barred dialing message'.
For users, the short codes can be allocated to a User Rights template. This template is then applied to the
Users whose calls need restriction. In addition to barring the dialing of certain numbers, IP Office can be set to
bar the forwarding of calls to external numbers on a per user basis.
Alternate Route Selection (ARS)
IP Office supports Alternate Route Selection (ARS). If a primary trunk is unavailable, then ARS provides
automatic fallback to an available trunk (e.g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for
SCN fallback).
By configuring ARS, calls may be routed via the optimum carrier. Time profiles can also be used to allow
customers to take advantage of cheaper rates or better quality at specific times of day.
Multiple carriers are supported. For example, local calls are to go through one carrier between specific hours
and international calls through an alternative carrier. Carrier selection using 2-stage call set up via in-band
DTMF is possible. It is possible to assign specific routes on a per user basis, e.g. only allow expensive routes to
be used by critical staff.
Maximum Call Length
This feature allows the system to control the maximum duration of any call based on the dialed number. This
could be used for controlling calls to cellular networks or data calls made over the public network to ISPs.
Transferable Dial Out Privilege
Feature
·A privileged user (Operator / Supervisor) can transfer an outside line (secondary dial tone) to a user
that does not have external privileges.
Benefits
·Provides the company with control over external calls
·Provides the ability to provide outside line access for restricted telephones . (e.g., those in public
areas or conference rooms)
Idle Line Preference
Feature
·Going off hook will select the first Idle line appearance and the user will be connected to an outside
line.
Benefit
·Provides the ability to select a specific external line (for companies that prefer to work in key-system
mode).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 252
Issue 26.N (Friday, April 05, 2013)
Forwarding
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. 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.
Associated Features
·Do Not Disturb (DND)
·Voicemail
·Follow Me
·Hunt groups
·No Answer Interval
Precedence
·Forward Unconditional
·Forward Busy
·Forward No Answer
Coverage to Operator
Feature
·An operator or a group of operators can be configured to provide coverage for external calls that
would otherwise go to voicemail.
Benefit
·Any unanswered calls will be routed to an operator or a Group of operators. For example, local
government offices prefer to provide a personal service (rather than voicemail).
Forward on Busy
If enabled, this forward will be triggered when the user is busy and another call is routed to them, but does
not include calls for a hunt group that they may be a member of. A user is normally considered to be busy
when they are on a call but depending on call waiting settings and key and lamp features this may not be the
case.
Forward on No Answer
This forward is triggered if a call has been ringing for a user but they haven’t answered it within the configured
answer time, this includes calls that have been indicating call waiting if enabled.
Forward Unconditional
This sends all calls for the user to the forward unconditional number, but if the call is not answered within a
user’s timeout period the call will be sent to IP Office voicemail, if enabled.
Unconditional Forward to Voicemail
Feature
·The ability to forward calls to Voicemail, even when the user’s voicemail is not activated.
Benefit
·This feature allows a user who is familiar with the existing IP Office functionality of diverting all calls
to a person or a group to follow the same pattern and divert all calls to a voicemail box.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 253
Issue 26.N (Friday, April 05, 2013)
Forward Hunt Group
Calls for a hunt group that the user belongs to can also follow forward unconditional. The hunt group must be
set for either sequential or rotary ring type and if the call is not answered at the forward destination it will
follow the hunt group call handling instead of going to voicemail. This can be particularly useful in a sales or
support environments where a number of people may be out of the office on Mobile/Cell telephones and still
participate in the hunt group as if in the office.
Follow Me
Follow Me gives mostly the same behaviors as the user's home phone (Paging, hands free answer, etc)
whereas Forwarding doesn't. Follow Me is typically used when a user is going to be working away from their
desk, for example in a workshop. All the call settings the user has on their main phone will apply to calls that
follow the follow-me feature, including forward on busy or no answer.
Follow Me can be set either from the users main phone – Follow Me To – or from the phone where they want
calls to be received – Follow Me Here. Several people can have their telephones forwarded to a follow me
destination and if the phone has a display it will indicate who the call is for.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 254
Issue 26.N (Friday, April 05, 2013)
Avaya Telephone Features
Programmable Buttons
As well as the usual dialing keys, Avaya digital and IP telephones have dedicated function buttons like Mute,
Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP telephones there
are keys that can be programmed with a range of selected special functions. These keys can be used for
calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from
speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show
whether a feature is enabled. Button programming is done through the IP Office Manager as part of the
system configuration, although some telephones allow the user to program buttons and functions where given
administration rights.
Busy Lamp Field (BLF) Indicators
Feature
·Status indicators which show the status of a programmable buttons associated feature or function.
Benefit
·Indication of when a button or associated feature is active.
Description
Avaya digital and IP telephones have programmable buttons which can be assigned to various features. When
those buttons include some form of BLF indicator, the button can also be used to indicate when the feature is
active. For example, a button associated with another user will indicate when that user is active on a call. A
button associated with a group will indicate when the group has calls waiting to be answered.
The directory entries in Avaya one-X™ Portal for IP Office and the speed dial icons within the IP Office Phone
Manager and SoftConsole applications also act as BLFs. When the icons are associated with internal users, the
icons will change to indicate the current status of the users.
Avaya one-X™ Portal for IP Office shows these conditions:
State
Icon
Description
Available
available
The status indicates that you are available and can be called.
Busy
The status indicates that you have a call in progress.
Do Not Disturb
The status indicates that you have enabled Do Not Disturb on the phone
system. Calls to you are redirected to voicemail if available. Otherwise, the
callers receive a busy tone. The exception is calls from numbers that you have
added to your list of Do Not Disturb Exceptions.
Logged Out
The status indicates that you have not logged into the extension on the phone
system. Calls to you are redirected to voicemail if available. Otherwise, the
callers receive a busy tone. You cannot make calls. However you can still use
Avaya one-X™ Portal for IP Office to alter your configuration settings.
Ringing
This status indicates that the phone is ringing and you have an incoming call.
Unknown
unknown
This status indicates that your presence on the phone system is unknown. The
presence cannot be determined as the phone number is not an extension on
the IP Office
Call History
Feature
·Access to a list of called, received and missed calls from the phone and/or IP Office user productivity
applications.
Benefit
·Missed calls are easily tracked and can be returned.
·Call log data is retained even after power down and a system reset (1400, 1600, 9600, T3 and Avaya
one-X™ Portal for IP Office).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 255
Issue 26.N (Friday, April 05, 2013)
·Centralized call log is supported in the SCN when using hotdesking (1400, 1600, 9600, T3 and Avaya
one-X™ Portal for IP Office).
·Consistency between desktop telephones and user productivity application (1400, 1600, 9600, T3 and
Avaya one-X™ Portal for IP Office).
Description
IP Office keeps a record of calls made and received, including unanswered calls. Details are store for both
users (maximum 30 entries) and hunt groups (maximum 10 entries). The method of operation varies
according to the phone type but in all cases the call records can be used for return calls.
A centralized call log is supported by 1400, 1600 and 9600 Series telephones (not 1403 or 1603/1603SW) and
Avaya one-X™ Portal for IP Office (leading to consistency between the two). 5400 Series and 5600 Series call
logs are stored on the phone.
Avaya one-X™ Portal for IP Office accesses the centralized call log and therefore presents a record of all calls
even if the user’s PC is switched off when a call is received. Call log entries can be added to the personal
directory.
Avaya one-X™ Portal for IP Office can display call histories for all calls, missed calls, inbound calls and
outbound calls. Entries in the call history can be used for return calls, sorted and added to the Avaya one-X™
Portal for IP Office local directory or speed dials.
Language
Avaya digital and IP phone menus and displays are available in many languages and usually the system default
setting will be applicable to all telephones, however it is possible to have language set on an extension by
extension basis, this will also change the language of menus for IP Office Voicemail.
Centralized Personal Directory
Feature
The IP Office Personal Directory is a list of up to 100 numbers and associated names stored centrally in the
system for a specific user. A directory entry can be used to label an incoming call on a caller display telephone
or on a PC application. The directory also gives a system wide list of frequently used numbers for speed dialing
via Avaya one-X™ Portal for IP Office, Phone Manager or a feature phone with a suitable display.
For example "Mr Smith" can be displayed when a known Caller ID is received. A user can also select "Mr
Smith" in the Directory List in Phone Manager, Avaya one-X™ Portal for IP Office or on a display phone to
speed dial this number.
Benefit
·The user has a personal directory independent from the phone (1400, 1600, 9600 and T3 only) at
which they are is logged in
·The personal directory is always synchronized between telephone and Avaya one-X™ Portal for IP
Office.
Description
·The personal directory capability allows up to 100 entries per telephony user.
·The system limit is:
o10800 for IP Office 500 and IP Office 500V2.
o3600 for IP Office 412.
o1900 for IP Office 406 V2.
·All entries may be added, deleted or modified by Manager, Avaya one-X™ Portal for IP Office, a
telephone, or an external service.
·The personal directory data is sent/updated whenever the user is logged in a SCN.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 256
Issue 26.N (Friday, April 05, 2013)
Centralized System Directory
Feature
The IP Office Directory is a list of up to 5000 numbers and associated names stored centrally in the system. A
directory entry can be used to label an incoming call on a caller display telephone or on a PC application. The
Centralized System Directory also gives a system wide list of frequently used numbers for speed dialing via
Avaya one-X™ Portal for IP Office, Phone Manager or a feature phone with a suitable display.
For example "Head Office" can be displayed when a known Caller ID is received. A user can also select "Head
Office" in Avaya one-X™ Portal for IP Office, or the Directory List in Phone Manager, or on the display phone
Directory to speed dial this number.
Description
·External directory entries can be obtained from up to three different sources for each IP Office:
oLocally stored in the IP Office configuration. Created and edited using IP Office Manager or by
selected 1600, T3 or Avaya one-X™ Portal for IP Office users.
oTemporary entries imported at regular intervals from an LDAP server.
oTemporary entries imported at regular intervals by HTTP from another IP Office. This allows the
directory entries on one IP Office to be shared by other IP Offices as a centralized system
directory for an SCN.
·The total maximum number of entries is 5000 with entries in the IP Office configuration taking priority
over temporary imported entries.
Manager
LDAP
HTTP
Overall Maximum
IP500
IP500 V2
2500
5000
5000
5000
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 257
Issue 26.N (Friday, April 05, 2013)
Benefit
·Ability to use external directory services with different interfaces
·One system directory for a Multi-Site Network (SCN)
Self-Administration
The IP Office administrator may give select users the ability to change some of the phone settings themselves.
For example, button programming. The range of changes that the user can make depends on the phone type
in use.
On Hook Dialing
Avaya digital and IP telephones allow the user to make calls by just dialing the number on the keypad, without
having to lift the handset or pressing a speaker button. Usually the call progress can be monitored using the
speaker in the phone, on telephones that support handsfree the whole conversation can be had without having
to lift the handset.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 258
Issue 26.N (Friday, April 05, 2013)
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.
Incoming Call Routing
Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office
supports intelligent call routing capable of making routing decisions based on a number of criteria.
The system currently supports routing based on;
·Call presentation digits from the exchange such as DDI/DID or ISDN MSN.
·Calling telephone number or Caller ID (This could even be part of the number received such as an
area code).
·ISDN sub-address.
·ISDN/PRI service type i.e. Voice Call, Data Call, etc.
It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be
handled differently depending on which part of the country the call is originating from.
Each incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative
routing for an incoming call based on 'time of day' and 'day of week' criteria, as well as calendar-based routing
for specific dates.
Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination.
This can be particularly useful where calls are normally answered by an auto-attendant and a network fault
occurs.
Where multiple call routes are set up to the same destination, a Priority level can be associated with the call.
This priority level is used to determine a call's queue position in place of simple arrival time, but note that calls
already ringing a free extension are not considered queuing and are not affected by a high priority call joining
a queue (unless the option" Assign Call On Agent Answer" is selected for that hunt group). A Priority Promotion
Timer can be configured to increase the priority of calls which have been in the queue for more than a defined
time.
An optional tag can be added to calls on the Incoming Call Route, which can be displayed on the alerting
telephone.
Hunt Groups
A hunt group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An
incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of
extensions that are members of the hunt group.
Four modes of call presentation are supported on IP Office;
·Sequential
One extension at a time sequentially always starting at the top of the list.
·Collective
All extensions in the hunt group simultaneously.
·Rotary
Start with the extension in the list immediately following the extension that answered the last hunt
group call.
·Longest Waiting
Start with the extension that has been free for the longest time.
An option has been added, "Assign Call On Agent Answer", which means that CTI applications will always
correctly report the details for the call that is alerting. The "Assign Call On Agent Answer" and ensures that the
call at the head of the queue is always answered first.
If all extensions in the hunt group are busy or not answered, another hunt group, called an Overflow Group,
can be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being
passed to the Overflow Group (this can be configured either for individual calls or for all calls in the group).
The system can change the status of users who do not answer a hunt group call presented to them. The user
can be put into busy wrap-up, busy not available or logged out. The change of status can be set per user and
the use of this option can be set per hunt group.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 259
Issue 26.N (Friday, April 05, 2013)
Outside normal operation a hunt group can be put into two special modes; Night Service and Out of service.
In Night Service calls are presented to a Night Service Group. This can be controlled automatically by setting a
time profile which defines the hours of operation of the main group or manually using a phone feature code.
Night service fallback using a time profile is no longer applied to a hunt group already set to Out of Service.
The Out of Service mode is controlled manually from a phone. While in this mode calls are presented to the
Out of Service group
Voicemail can also be used in conjunction with hunt groups to take all group related messages, play an
announcement when the hunt group is in Night Service or Out of Service mode and give announcements while
a call is held in a queue. For internal voicemail use a broadcast option is provided. This feature will alter the
voicemail box operation so that the message notification will only be turned off for each hunt group member
when they retrieve their own copy of the message.
Multi-site Networking/Small Community Networking (SCN) Distributed Hunt
Groups
Hunt groups in a Small Community Network can include members located on other systems within the
network.
Note: Distributed Hunt Groups are not supported for use with CCC or CCR.
Night Service
When a hunt group is in Night Service mode, the hunt group is temporarily disabled. Callers to this hunt group
will:
·Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a manned extension or
an external number
·Be played the Out of Hours greeting if voicemail is operational
·Receive the busy tone
A hunt group can be switched in or out of Night Service mode by a user dialing the appropriate short code –
by any extension or by specific users.
Time Profiles
Time Profiles can be used to define when a Service, Hunt Group, Least Cost Route, Conference Bridge or a
user's dial-in facility are operational. For example, a time profile can be used to route hunt group calls to a
manned extension or voicemail outside of office hours, or be used to apply different Least Cost Routes at
varying times of day to take advantage of cheaper call rates. Multiple Time Entries can be created so that a
Time Profile can be used to define specific hours in the day e.g. 09:00-12:00 and 13:00-17:00. Outside of a
Time Profile, voice calls would be re-routed according to the configuration but any currently connected calls at
the time the Time Profile changes would not get cut off as the change only affects the routing. Data calls will
get cut off as the time profile goes out of service but a new data call will start immediately if specified. Time
Profiles can also be based on specific calendar dates to make allowance for public holidays or other events.
Queuing
Queuing allows calls to a hunt group to be held in a queue when all extensions in the group extension List are
busy. When an extension becomes free the queued call is then presented. The definition of queued calls now
includes ringing calls and calls waiting to be presented for ringing. The queue limit can be set to control the
maximum number of calls to wait against a hunt group.
While queuing, if Voicemail is operational, the caller will be played the announcements for this hunt group.
Announcements
Hunt group announcements are separated from hunt group queuing and can be used even when queuing is
off. Hunt group announcements are now supported by Embedded Voicemail in addition to Voicemail Pro.
Further, times for the first announcement, second announcement, and between repeated announcements are
configurable.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 260
Issue 26.N (Friday, April 05, 2013)
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.
Login
A contact center agent function, login is required before the agent is able to make or receive calls from their
phone. A login idle period can be specified which will dictate how long an extension can be idle before the user
is automatically logged out, ensuring that an extension is not left logged in and calls go unanswered.
Monitor Calls
A user can monitor other peoples’ calls by listening in. This feature is not available by default; it must be
specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring
is in use. The user is only able to listen; they cannot speak into the conversation being monitored.
Acquire Call
Feature
·Takeover a call currently connected at another extension. This feature is also known as "Call Steal".
Benefit
·Assist a colleague who indicates they want you to take the call.
Description
The Acquire Call function can be setup as a special short code or programmed against a button on an Avaya
digital or IP phone with programmable buttons. Use of the feature is subject to IP Office intrusion control
settings, the user acquiring the call must be set to be able to intrude and the user whose call is being acquired
must be set to can be intruded. Acquire call works in two ways, invoked with or without a number:
Without a value in the number field
·This allows a user to reclaim a call that was ringing on their phone but has now gone elsewhere, for
example to Voicemail or Forward No Answer destination. The Intrude settings are not checked and
the call can be reclaimed even if it has been answered.
·If the last call to ring this User is no longer ringing or connected on the system, the feature will fail.
With a number, where the number is the telephone number of a user who currently has the call to be
acquired.
·If the user has a call ringing or waiting Acquire Call will act like the Call PickUp Extension short code
and the user executing Acquire Call will be connected to the oldest ringing/waiting call.
·If the User has a connected call with no call waiting and the Intrude settings of the two Users allow it,
the call will be connected to the user executing the Acquire Call and the other user will be
disconnected.
·If the User does not have a call the feature will fail.
Queue Threshold Alert
When the number of calls queued against a hunt group exceed a threshold, the system can be configured to
alert at a selected analog extension port. Typically the User to Alert will be a loud ringer or other alerting
device. The alert does not present a real call.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 261
Issue 26.N (Friday, April 05, 2013)
Miscellaneous Features
Conference Calls
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 .
Coaching/Silent Intrusion/Whisper Page
This feature is available with Essential Edition, Preferred and Advanced Editions.
Silent Intrusion or Whisper Page can be effective in a scenario where a secretary/administration support
intrudes into a call of his/her boss to whisper that a very important customer is waiting. The boss hears his/
her secretary while talking to the caller but the caller will not be able to hear the secretary.
Feature
·Allows for the interruption or inclusion of a supervisor, co-worker to join a call without far end caller
listening to the conversation.
Benefit
·Used in call center scenarios and with other applications between employees. Supports the
interruption or inclusion of a supervisor on a live call to talk to an agent without the far-end caller
listening to the conversation. This is useful when the agent needs coaching support/training or when
the supervisor needs to intrude to give instructions to an agent. The caller may still talk to the agent,
but the caller will not hear what the supervisor is saying. The agent will be able to hear both the caller
and the supervisor.
Description
The feature enables users on a call to ‘intrude’ and listen depending on the configuration of the end users, i.e.
whether Coaching Intrusion or Whisper Page is used. Coaching intrusion and Whisper page cannot be done on
and idle user. It may be done for internal calls or with external calls. This feature is enable through the IP
Office manager for each IP Office user. Only authorized users can use the coach/whisper feature. Default
setting is off.
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 Avaya 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 Avaya one-X™ Portal for IP Office, or SoftConsole.
E911 / Emergency Call
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.
408
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 262
Issue 26.N (Friday, April 05, 2013)
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.
Examples
The method of detailing a short codes settings lists the short code fields separated by a /.
·*17/?U/VoicemailCollect
A user dialing *17 is connected to voicemail.
·*14*N#/N/FollowMeTo
If a user dials *14*210# at their own extension, their calls are redirected to extension 210.
Dialing Short Codes
The following types of short code applied to on-switch dialing. The result may be an action to be performed by
the IP Office, a change to the user's settings or a number to be dialed. The order below is the order of priority
in which they are used when applied to user dialing.
User Short Codes
These are useable by the specific user only.
User Rights/User Restrictions Short Codes
These are useable by any users associated with the user rights or restrictions in which they are set. They
can be overridden by individual user short codes.
User and User Rights short codes are only applied to numbers dialed by that user. For example they are not
applied to calls forwarded via the user.
System Short Codes
These are available to all users on the IP Office system. They can be overridden by user or user rights short
codes.
Post-Dialing Short Codes
When any the short code above result in a number to be dialed, further short code can be applied to that
number to be dialed. This is done using the following types of short codes.
ARS (Alternate Route Selection) Short Codes
The short code that matches dialing can specify that the resulting number should be passed to an ARS form.
The ARS form can specify which routes should be used for the call by using further short code matches and
also provide option to use other ARS forms based on other factors such as time and availability of routes.
Transit Network Selection (TNS) Short Codes
Used on T1 ISDN trunks set to use AT&T as the Provider. Applied to the digits presented following any other
short code processing.
Incoming Number Short Codes
On certain types of trunks short codes can be applied to the incoming digits received with calls.
Line Short Codes
These short codes are used to translate incoming digits received with calls. The stage at which they are
applied varies between different line types and may be overridden by an extension number match
The full set of short code commands are listed in the IP Office Manager, refer to product configuration
documents for more detail on how to set them up.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 263
Issue 26.N (Friday, April 05, 2013)
Chapter 8.
IP Telephony
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 264
Issue 26.N (Friday, April 05, 2013)
8. IP Telephony
Technological innovation is changing the way we communicate. This time it is coming in the form of changing
the way telephone calls are transmitted. It brings with it several new capabilities that change the meaning of
the phrase telephone call through the use of Voice over Internet Protocol (VoIP). Basically, VoIP means "voice
transmitted over a packet data network." VoIP is often referred to as IP Telephony because it uses the IP
protocols to make possible enhanced voice communications throughout the world, wherever IP connections
have been delivered. IP Telephony unites a company’s many locations- including mobile workers- into a single
converged communications network. Telephony calls using VoIP go above and beyond what’s been possible in
the past. When it comes to placing telephone calls, VoIP provides a range of support services and features
unequalled in the world of telephony, but above all delivers them at low cost.
How Does VoIP Work?
Voice over Internet Protocol means basically what the acronym states: Voice travels over an Internet Protocol.
Internet Protocol refers to the type of rules that the network uses to send and receive signals. IP Telephony
works by converting voice communications into data packets. Conveniently, it runs on the popular Ethernet
LAN (local area network) technology, which currently supports over 96 percent of the worlds companies’ LANs.
Circuit-switched or Time-Division Multiplexed Telephony
Before digital networking with the Internet took off, everyone had to use the "Plain Old Telephone
Services" (POTS). These run over a network called the Public Switched Telephone Network (PSTN). The PSTN
has been around since the telephone was invented in either analog or digital form using circuit switched
technology where the telephone call gets exclusive bi-directional use of a wire – or circuit – while the call is in
progress. Because the circuit is exclusive to each conversation, PSTN and private branch exchanges (PBXs)
must be sized to cope with peak demand and have enough circuits available for all expected conversations.
This is not a flexible approach and results in a lot of infrastructure investment that the telephone companies
need to recoup, via the cost of access charges and calls. The Internet has changed this – where data services
have driven down access charges and allowed voice to "travel for free" over a multipurpose data network.
Packet-Switched Telephony
Unlike circuit-switched connections, which always require use of dedicated bi-directional circuit for the duration
of a call, VoIP technology has enabled telephony and other new and novel features and services to run over
fixed and wireless networks including private local area networks. These newer network types use packet-
switched protocols. Packet-switched VoIP puts voice signals into packets. Along with the voice signals, VoIP
packets include both the sender’s and receiver’s network addresses. VoIP packets can traverse any VoIP-
compatible network. Along the way, they can choose alternate, shared paths because the destination address
is included in the packet. The routing of the packets is not dependent on any particular network route which
means the network provides can provide a reliable service at a fraction of the cost of circuit switched
providers.
What Advantage Does IP Office Have?
IP Office can provide support of PSTN, SIP, POTs, digital time division multiplexed telephones AND digital IP
telephones all on the same system. This means you don’t have to abandon the past to embrace the future, IP
Office allows all the technologies to co-exist. IP Office connects to the PSTN and to IP trunks (the VoIP
equivalent) so providing a "Hybrid" PBX function – where both legacy and future technologies can be used
together to minimize operating costs and optimize business communications through both voice and data.
IP Office has digital telephones built on both TDM and IP technology that provide the same user interface
offering a flexible choice of solution that can mix, for example TDM telephones in the office and IP telephones
at a remote site of at home. With the choice of IP telephones including real and virtual (software) telephones,
IP Office can take communications to a new level.
Buying IP Office allows you choice – you can use the pure POTs or the pure VoIP capabilities of IP Office, or
use both at the same time to allow seamless technology transition of your business without the disruption of
having to choose between them now.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 265
Issue 26.N (Friday, April 05, 2013)
IP Office and IP Telephony
In order to make use of VoIP, IP Office uses signaling protocols called H.323 , and Session Initiation Protocol
(SIP) which allow IP Office to establish end-to-end connections for the voice path through the IP network. It
ensures each end of the connection is able to transmit and receive voice and provides the network addressing
for end to end packet transmission. IP Office also allows for connecting between the different technologies by
translating the signals they use, for example an analog telephone may wish to connect to a VoIP destination.
This requires both the signaling and voice transmission to be translated – IP Office does this easily as it
contains technology elements called gateways and gatekeepers that enable translations to happen.
With a conventional telephone system you plug your analog or digital TDM telephone into an extension socket
connected to your PBX or Key System. With IP Telephony you connect your IP telephone to your IP PBX via
the LAN. There are two basic types of IP telephones:
·A physical telephone, which looks very similar to a standard telephone (IP Hard Phone)
·A software application (IP Office Video Softphone) which runs on the user's PC, allowing them to use
either a headset/microphone to make/receive calls anywhere they have IP connection
IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the
use of IP routing and IP VPN services.
When making use of IP telephony, there are a number of data centric considerations such as which data types
have priority on the IP network when there is contention. This is set with IP/TCP "quality of service" and
should not be ignored. In situations where LAN Bandwidth is limited, a quality of service capable LAN switch
should be used to ensure voice packets are transmitted with the required priority on the network. If not, the
conversation carried over IP appears as broken up (due to delays) or has unacceptable delays introduced in
the conversation (latency and jitter). With IP hardphones there is need for Power over Ethernet (PoE), or local
phone power supplies to be provided to the telephones as the IP telephones are no longer powered by IP
Office – a list of Avaya approved PoE options is available at the end of this section.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 266
Issue 26.N (Friday, April 05, 2013)
Gateways, Gatekeepers and H.323 - Technology Overview
IP Office uses the H.323 signaling protocol which has the following architectural components
·Telephones are H.323 service endpoint devices that can support Audio calls. Other types of H.323
devices can support video as part of H.323
·Gateways provide media translation to allow calls to be made to non-H.323 devices, for instance an
analog telephone or the public network to connect with a H.323 device
·Gatekeepers control the call processing and security for H.323 devices
·Multipoint Connection Units (MCU) for conferences by adding together media streams
These elements are grouped together in what is known as an H.323 zone (a zone is analogous to a PABX).
Each zone has a single Gatekeeper that can be considered as the brains of the system dealing with call
distribution, call control and the management of resources. On power-up, IP telephones, Gateways and MCU
make registration requests to a Gatekeeper which then authenticates (accepts or rejects) their request to
become a member of the zone. Once accepted, a telephone wishing to make a call sends a call set-up
message to the Gatekeeper which then determines how to route the call and will then send an alert to the
called telephone, or if the call is to a non-H.323 telephone establish the call via a Gateway within the zone.
The design of IP Telephony systems has been driven by open standards. Digital IP telephones, Gateways and
Gatekeepers all support the H.323 standard and it is this that allows devices from different manufacturers to
work together. IP Office has an optional integral Gateway (Voice Compression Modules) and Gatekeeper
functionality required to provide a fully functional IP Telephony solution.
SIP - Session Initiation Protocol
IP Office supports SIP, which is a signaling protocol used for creating session oriented connections between
two or more locations in an IP network. SIP trunking is a service offered by and ITSP (Internet Telephony
Service Provider) that permits businesses with an IP Office installed to use Voice-over-IP (VoIP) outside the
enterprise network by using the same connection as in Internet connection.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 267
Issue 26.N (Friday, April 05, 2013)
IP Telephony Features
·Gatekeeper
The IP Office gatekeeper allows the registration of up to 384 IP extensions on the IP500, less the
number of analog and digital TDM telephones already configured on the system.
·Gateway
The Voice Compression Module provides the H.323 gateway function that allows IP extensions to
make calls to other non-IP devices. The maximum number of simultaneous calls is limited by the
number of channels available on the Voice Compression Module. IP Office must be fitted with an
optional Voice Compression Module to enable IP telephony.
·Silence Suppression
Silence suppression is a technique used to make the best use of available bandwidth, such as the
connection over which the caller is listening, not speaking. Silence suppression works by sending
descriptions of the background noise, rather than the actual noise itself, during gaps in conversation,
thereby reducing the number and frequency of voice packets sent on the network. Background noise
is very important during a telephone call. Without noise the call will feel very unnatural and give a
perception of poor quality. Ensure that silence suppression configuration matches at both ends of the
SCN trunk for correct operation and also for improved sound quality.
·Compression
IP Office supports a wide range of voice compression standards including G.711, G.729a and G.722.
The method of compression can be either automatically established on a call-by-call basis or
configured on an individual extension basis.
G.722 is supported on SIP Trunks, the 9600 Series sets, 96x1 Series Sets, B179 Conference Phones,
IP Office Video Softphone, 1100/1200 IP Phones and 3rd party SIP phones. G.722 is not supported for
5600 and 1600 Series sets.
·Fast Start
When fast start is supported by an IP extension, this facility reduces the protocol overhead allowing
an audio path to be established more quickly.
·Out of Band DTMF
When out of Band DTMF is configured on an IP extension, the extension will signal to the other end of
the connection which digits need to be regenerated by a local DTMF generator on behalf of the
sending IP extension. This is useful when navigating external voicemail systems and Auto-Attendants.
·Direct Media Path
Direct Media Path allows the speech path between two IP extensions (after call setup) to be routed
directly to each other. This allows the IP Office system to free up voice compression resources after
establishing the end to end connection, allowing the resources to be used in the most efficient way.
·Auto-Create Extensions
IP Office can automatically create an extension entry for new IP telephones added onto the local area
network. In cases where the local area network is not secure this facility can be disabled, but
simplifies installation of IP telephone systems
·Fax Transport (Avaya Proprietary)
Fax Transport allows fax calls to be routed over VoIP trunks between IP Office systems on an IP
network using a proprietary IP Office transport protocol.
·Fax Transport T.38
IP Office supports the standardized protocol "T.38" for transporting FAX calls between IP Office and
SIP trunks or SIP endpoints. T.38 is only supported on IP500/IP500 V2 systems with IP500 VCM,
IP500 VCM V2 and or IP500 Combo cards. T.38 is not supported on Server Edition systems.
T.38 allows the reliable transmission of Fax messages over a IP channel independent of Codec used
for the Voice communication.
Platforms Supported:
IP500, IP500 V2 only, must be fitted with VCM32 or VCM64
module.
Trunk Types Supported:
SIP
Extensions Supported:
SIP
T.38 Transport Layers Supported:
UDPTL (with optional redundancy error correction).
T.38 Versions Supported:
0-3
Call Types Supported:
Voice calls which transition to fax relay on detection of fax
tones.
Calls which are negotiated as fax only.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 268
Issue 26.N (Friday, April 05, 2013)
·T.38 Fax Fallback
SIP Trunks and SIP Extensions can now configure the "Fax Transport Support" to "T38 Fallback" so
that outgoing fax calls use T38 fax, but when the called destination doesn't support T.38 and rejects
the call, a re-invite is sent for fax transport over G.711. Incoming audio calls that detect fax tones
also initiate fax transport using T.38 Fallback. This allows IP Office to support additional deployments
where T.38 fax may not be universally available.
·Display Directory Name on In-Bound SIP Trunk Calls
IP Office Manager will now include a configuration option that will allow the selection of either the
CLID or directory name as the default display for inbound calls. In previous IP Office releases only
CLID display was supported over SIP trunks for incoming calls. This enhances IP Office user
experience by providing the flexibility to select between personalizing the display with the personal or
system directory name, and seeing the default CLID.
·Enhanced CLIR
Enable SIP Trunk PAI and Privacy headers by default, and format "From, PAI and Privacy." This
feature allows caller and calling party anonymity while still providing the necessary billing and
traceability information (E911 services) to the network. This enhancement aligns the functionality with
implementation guidelines outlined in the SIPconnect 1.1 Technical Recommendation.
·Early Media and Support for PRACK
SIP trunks can be configured to support early media by adding "100rel to Supported" header in the
INVITE: This allows support for in-band announcements such as: branding from discount or bulk long
distance providers; caller comfort in terms of progress indications when extraordinary wait times are
inherent in the call scenario, for instance when trying to locate a cell phone; as well as, the ability to
provide country specific ring back and other progress tones. This feature also facilitates the ability to
set up conferences in the IP domain before call answer, for instance, in certain call recording
scenarios or for automatic dialers’ conferencing in agents.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 269
Issue 26.N (Friday, April 05, 2013)
SIP Trunks
SIP Trunk enhancements have been included that allow service providers to continue to broaden their SIP
trunk offerings.
SME customers are increasingly evaluating and adopting SIP trunks. IP Office responds to these market
trends, with several new SIP trunk capabilities, designed to simplify and address a wider set of implementation
scenarios.
The IP Office architecture brings the benefits of Session Initiated Protocol (SIP) to the enterprise customer
through SIP Service Providers. To help enable the SIP Service Provider, Avaya offers a SIP Compliance
Testing Program (GSSCP) that will validate the operation of the IP Office solution with the Service Provider’s
SIP trunk offering.
For more information about Avaya’s SIP Compliance Testing Program (GSSCP), please refer to the following
link:
https://enterpriseportal.avaya.com/ptlWeb/bp/so/CS201172610238111040
SIP Trunk Capabilities
SIP From in Clear when privacy is requested
Many SIP Service Providers require that the From field contain account information for outbound calls. SIP
Lines will now support the Send From in Clear field. IP Office will send the caller ID in the clear in the SIP
From header for outbound anonymous calls. The default of Send From in Clear is disabled. This new
capability is configurable on a per line basis.
SIP User-Agent header included to identify IPO in SIP trunk calls
IP Office identifier will now be included in the SIP header. This addition will enhance troubleshooting
capabilities when additional identification is required. The identifier will be configurable as the system
administrator is permitted to enter identifying (User-Agent) information into the SIP messages. User-Agent
headers are generated for IP Office initiative messages such as INVITE, OPTIONS, CANCEL, etc. This feature
will also support enhanced SIP Server header information in all 18x response messages such as Trying,
Ringing, etc.
IP Office can send UPDATE without SDP for session refresh over SIP trunks
The addition of this new audit mechanism will validate that the connection is in place. If not, the IP Office will
free the trunk, thereby improving network resource utilization.
IP Office can now negotiate RFC 4028 for session refresh over SIP Trunks. It can either be the refresher or will
expect UPDATE messages from remote party, depending on negotiation. The session will be terminated if IP
Office doesn’t receive an UPDATE/200 OK message for session refresh. In earlier IP Office releases, RE-INVITE
messages were used as the refresher. IP Office 8.1 is now RFC 4028-compliant. By default, UPDATE
Supported is not enabled and IP Office will send RE-INVITE messages for session refresh. If UPDATE
Supported is Allow or Auto and the other party supports UPDATE (specified in the "Allow" header), IP Office
will send UPDATE messages for session refresh.
From header shall be used by IPO as calling identity whatever presence of P-Asserted-
Identity (PAI)
Although service providers typically use PAI for Caller ID delivery, additional flexibility is sometimes required.
IP Office answers this requirement by providing an option to use the From header. The administrator will have
the option of selecting which Caller ID information to use for displaying on the user equipment. By default, IP
Office will display PAI caller ID present in the SIP/Tel URI consistent with the behaviour of previous releases. If
the checkbox is set, the caller ID present in the From SIP URI will be used instead.
Turn off OPTIONS if registration can do keep-alive
Some service provider implementations utilize registration to maintain the status of lines instead of OPTIONS.
OPTIONS requests are sent to regularly check if the SIP Line is in service. It is possible to send frequent
REGISTER requests to keep the line in service rather than using OPTIONS.
Fax G711 pass through mode including SG3
Super G3 fax machines utilize higher speeds than normal G3 or earlier fax machines. In order to broaden IP
Office fax support, IP Office now supports Super G3 fax transmission.
This includes Fax Transport support for sending and receiving of faxes over G.711. IP Office will detect fax
tones in G.711 calls between Super G3 fax machines.
IP Office should support nonce-caching for proactive inserting SIP credentials in
outgoing SIP requests
Traditionally, IP Office sends the Authorization/Proxy-Authorization only if the network specifically requests this
for one IP Office request. Now, IP Office will cache the nonce received with the challenge or with the
Authentication-Info header. IP Office will use the information for proactively inserting the SIP credentials in all
the outgoing SIP messages.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 270
Issue 26.N (Friday, April 05, 2013)
The support of nonce-caching will speed authentication, reduce network signaling traffic, and improve the
efficiency of message handling by IP Office.
All outgoing SIP requests may be authenticated by SIP network with the exception of
Cancel method
IP Office will now support additional levels of authentication by broadening the scope of message types to
which the IP Office will respond.
All methods shall support presence of (proxy) authorization headers except Cancel (RFC compliance). At
present, Invite, Re-Invite, Update, and BYE shall support the presence of such headers. Before the
introduction of these changes, IP Office did not support challenges for Update message.
Template support for new features included in SIP Trunk
Each of the new Manager configuration settings have been added to SIP Line templates.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 271
Issue 26.N (Friday, April 05, 2013)
SIP Endpoint Support
Session Initiation Protocol (SIP) is an open signaling protocol for establishing any kind of real-time
communication session. The communication session can involve voice, video, or instant messaging, and can
take place on one of many devices that people use for communicating: laptop computer, PDA, cell phone, IM
client, IP phone, and so on. SIP has been developed in the Internet Engineering Task Force (IETF) by common
participation from various vendors, including Avaya.
Avaya IP Office supports SIP for telephony functions to enable the usage of standard based SIP endpoints for
Voice and Fax communication. In pure SIP systems, IP Office expands the feature set beyond the SIP
standard, offering a wealth of IP Office features also on SIP endpoints delivering a feature rich system that a
pure-SIP server based on the SIP standard only can’t deliver. With that, IP Office delivers the best of both
worlds, supporting standard based IP telephones while delivering a wealth of features consistently between
SIP, digital and Avaya IP endpoints.
IP Office SIP endpoint implementation is built on two major SIP components: SIP User agents, and SIP Server
components.
SIP Components
SIP Endpoints (User Agents)
User agents (UAs) are applications in SIP endpoints (such as a SIP phone, cell phone, PDA, or workstation)
that interface between the user and the SIP network.
SIP Servers
IP Office has implemented the required functionality of the SIP servers mentioned below not only to provide
SIP endpoint support but also to allow full interoperability between SIP endpoints, other IP telephones based
on H.323, Digital and Analog telephones as well as IP Office trunks (Analog, digital or SIP based)
SIP servers provide centralized information and enablement services in a SIP ecosystem. The core SIP servers
and their functions are summarized here. IP Office provides the required the features of the following two
servers for Voice and FAX communication.
·Registrar Server
When SIP IP telephones come online, they need to make sure that others are aware that they’re
available to take and make calls. The Registrar authenticates and registers the IP phone (often
directly related to a specific user) when it comes online, and then stores information on the
telephones logical identities.
·Proxy Server
A proxy server takes SIP requests, processes them, and passes them downstream while sending
responses upstream to other SIP servers or devices. A proxy server may act as both a server and a
client, and can modify a SIP request before passing it along. A proxy is involved only in the setup and
teardown of a communication session. After user agents establish a session, communications occur
directly between the parties.
Functionality of the following two SIP servers are generally available by IP Office using existing IP Office
functionality. Therefore, while functionality is provided, e.g. allowing hot desking (also for users using a SIP-
endpoint) in a small community network, a consistent methodology between SIP and non SIP endpoints is
used to deliver those features
·Location Service
As users roam, the network needs to be continually aware of their locations. The location service is a
database that keeps track of users and their locations. The location service gets its input from the
registrar server and provides key information to the proxy and redirect servers. IP Office provides hot
desking support, delivering a similar functionality but working consistently between SIP and non SIP
endpoints.
·Redirect Server
If users are not in their home domains, sessions bound for them needs to be redirected to them.
The redirect server maps a SIP request destined for a user to the device "closest" to the user. In IP
Office, call forwarding and Follow me functionality is used to provide again consistent functionality
between all type of endpoints.
Supported functionality for SIP endpoints in IP Office
SIP endpoints are supported on IP Office for Voice (Audio) and Fax (T.38) communication.
This allows the usage of standard compliant IP telephones using the open SIP standard, giving customers a
choice of endpoints of different manufacturers including special purpose devices like conference telephones,
hotel telephones or terminal adapters.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 272
Issue 26.N (Friday, April 05, 2013)
In order to use a non-Avaya SIP endpoint with IP Office, a "Third party IP endpoint license" is needed. This
license will continue to support endpoints based on the H.323 standard but will also be required for generic SIP
endpoints on IP Office. Avaya IP Office SIP telephones use the IP End Point license.
SIP Endpoint support is fully integrated into IP Office core. No other components are needed. SIP endpoints
will need VCM module capacity in IP Office like any other IP phone.
Next to SIP telephones, SIP terminal adapters are supported to connect analog telephones and fax machines.
This offers a flexibility to support Fax machines and Audio/T.38
SIP extensions function like any other IP Office extension: This means they
·Can make and receive calls to any other extension, independent of type of extension
·Delivers end to end Media just like any other IP telephone on IP Office. For calls between two SIP
extensions of a SIP extension and an Avaya IP telephone, the audio is transmitted end to end for
basic telephone calls. (Conferences etc. However require a VCM resource). See chapter "VCM
modules" for details
·Can use short codes and authorization codes like any other telephones
·Transmit In band call progress tones are delivered from IP Office
·A SIP telephones needs to register with IP Office like any other IP telephone, Authentication with
Username and password is possible
·SIP extensions support "auto create" in IP Office to make installation fast and efficient. Successful
registration of an endpoint will consume one third party license
·On one IP address, several extensions can register with IP Office, each consuming a license. This
enables the connection of SIP terminal adapters with more than one analogue port, giving a different
extension number to each of the ports.
Advanced features:
SIP endpoints support a number of extended features according to the "SIP service samples-draft", also
referred to as "Sipping-19". This includes:
·Calling line identification
·Hold/Consultation Hold
·Attended/Unattended Transfer
·Message Waiting
·Do not disturb
·Conference Add
Some telephones support several call appearances making it easy to switch between calls. Please not that this
does not include "bridged appearances" or "(outside)-line appearances."
A large number of additional features are supported on IP Office using Feature activation keys. These features
include but not limited to:
·Call forward: Unconditional/Busy/no Answer
·Follow me
·Park/Unpark
·Music on Hold
·Meet me conferencing
·Conference join
·Ring back when free
SIP endpoints also support Computer Telephony Integration “CTI” and therefore applications like Avaya one-
X™ Portal for IP Office: the following features are supported with Avaya one-X™ Portal for IP Office and via
the TAPI interface:
·Outgoing call (without remote activation of speakerphone/headset)
·Hang up
·Hold
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 273
Issue 26.N (Friday, April 05, 2013)
·Attended/Unattended transfer
·Conference (IP Office based)
·Voicemail collect
·Set forwarding/DND (IP Office based)
·Park/Ride (IP Office based)
The features work similar like "CTI" features in combination with an analog telephone, e.g. an outgoing call will
first ring the SIP phone and after connect the outgoing call will be placed. Avaya Phone Manager/ Phone
Manager Pro and Soft console are currently not supported in combination with SIP-endpoints.
Session Initiation Protocol
·Rec. E.164 [2] - ITU-T Recommendation E.164: The international public telecommunication
numbering plan
·RFC 2833 [7] - RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals
·RFC 3261 [8] - SIP: Session Initiation Protocol
·RFC 3263 [10] - Session Initiation Protocol (SIP): Locating SIP Servers
·RFC 3264 [11] - An Offer/Answer Model with Session Description Protocol (SDP)
·RFC 3323 [14] - A Privacy Mechanism for the Session Initiation Protocol (SIP)
·RFC 3489 [18] - STUN - Simple Traversal of User Datagram Protocol (UDP) Through Network Address
Translators (NATs)
·RFC 3824 [24] - Using E.164 numbers with the Session Initiation Protocol (SIP)
·RFC 1889 – RTP
·RFC 1890 - RTP Audio
·RFC 4566 – SDP
·RFC 3265 - Event Notification
·RFC 3515 - SIP Refer
·RFC 3842 - Message Waiting
·RFC 3310 – Authentification
·RFC 2976 – INFO
·RFC 3323 - Privacy for SIP (PAI) and draft-ietf-sip-privacy-04 (RPID)
For codecs supported, refer to chapter to VoIP Standards Supported.
While great care has been taken to be compliant with SIP standards, no guarantee can be given that all
devices claiming support of SIP will work flawlessly. The SIP standard is constantly evolving with new features
and methods introduced. Also, while being standard compliant, not all devices implement all options of the
standard, making it hard to almost impossible to predict if a device will work- Avaya will only confirm
functionality of devices that we have tested and will publish a list of devices that have been tested including –
if required – implementation details and software version used on that device.
At the time of writing, the following devices have been tested successfully for Audio and/or Fax transmission.
SIP Telephones:
·Polycom Soundpoint IP 320, IP 601
·Avaya 1100 Series/1200 Series
·Avaya B179 conference phone
SIP clients on mobile cell
telephones:
·Nokia S60 v3 SIP client (e.g. Nokia E61i mobile cell phone)
MAC and Windows versions
SIP Analog Terminal Adapters
·Quick Edition A10 ATA
·Patton single line M-ATA
·Innovaphone IP22, IP24, IP28
SIP PC-based softphones:
·CounterPath eyebeam/xlite
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 274
Issue 26.N (Friday, April 05, 2013)
Softphone
·IP Office Video Softphone (Using advanced SIP features): Does not
require a “SIP-station” license but works as part of the user
package.
Video enabled devices
·Avaya 1010 Video
·Avaya 1040 Video with 4-party MCU
·Polycom VVX 1500
·Grandstream GXV3140
A list will be provided in the IP Office knowledge base and on http://support.avaya.com
Supported functionality for SIP communication in IP Office
IP Office supports both Video and Audio communication for SIP devices.
It is therefore possible to connect a Video-endpoint to IP Office for rich multimedia communication:
Video is supported
·In an IP Office system locally
·In a IP Office small Community network
·To a Video-ready SIP trunk, e.g. to Avaya Aura
A few typical Call scenarios:
·End to end Video call in an IP Office system: E.g. a call from a Video Softphone to an Avaya 1010
system in a senior manager’s office.
·Video in a Small Community Network: Calls e.g. between two Avaya 1010 telephones in the
headquarter and a remote Office on the SCN
·Video Conference leveraging the Avaya 1040 Video Conferencing system. One user can use the 1040
while three other users are e.g. in remote locations on a SCN, home office etc.
·Multi-party video call using the softclient-based video-conferencing capability. In this case, all video
conference participants use the IP Office Video Softclient.
Video details:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 275
Issue 26.N (Friday, April 05, 2013)
·All video communication is end to end, meaning that IP Office does not natively manage or perform
video conferencing.
·The softphone handles all video conferencing initiated by users logged into the softphone.
·Video endpoints can make calls to all telephones and trunk lines on IP Office (analog, digital IP) but
will work as audio devices only when calling these telephones. They can also receive audio calls from
these telephones/lines.
·Video needs a high bandwidth in the network, depending on codec/Video quality it can be up to 1
Mbit/sec. Through planning of the capacity it has to be assured that there is sufficient bandwidth
available for both audio and video. A network assessment is mandatory and has to take the
bandwidth requirements into account. Please refer to the details of the product(s) to be used for exact
Video requirements.
·All Video connections are “end to end”. IP Office does not negotiate e.g. Video Codes; this will be
done by the Video endpoints (via IP Office) only. The Video-capability is therefore depending on the
used devices. It was confirmed that IP Office works with both H.263 as well as H.264 Codecs
·Video calls have limited functionality. While with most devices hold and transfer works, this is of
course depended on the tested device. IP Office feature access codes are available for Video
telephones and e.g. call forwarding will function with video devices. Forward to voice mail will work
but will only record audio streams, no video calls.
·IP Office supports a single video call per session only. No dual Video channels for e.g. Video and
sharing of applications are possible.
·A single endpoint can accept several video calls in parallel. That makes it possible to leverage
“MCU” (Multi conference Unit) functionality in an endpoint like inside the Avaya 1040 system. It
makes Video conferences between a device with MCU and several other endpoints possible.
·Typical bandwidth requirements for HD video:
Video bandwidth needed per call (transmit and receive, Audio bandwidth not included) for e.g. the
Avaya 1010/1040 Video Conferencing systems.
o1010: 1 Mbps for 720p/30fps
o1040:
·768 Kbps for 720p 30fps
·1.1 Mbps for 720p 60fps
·1.7 Mbps for 1080p 30fps
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 276
Issue 26.N (Friday, April 05, 2013)
IP Office 8.1 Interoperability
A number of interoperability scenarios with other Avaya products have been tested and are supported moving
forward. The scenarios include:
1.IP Office 8.1 and Avaya Aura Communication Manager 6.2
2.IP Office 8.1 and BCM 6.0
3.IP Office 8.1, BCM 6.0 and CS1000 7.5 with NRS
IP Office 8.1 has not been tested in any configuration involving Avaya Aura Session Manager (SM). Avaya
recommends partners and customers who need a small to medium branch solution networked to an Avaya
Aura Core, including Avaya Aura SM, to position the Avaya B5800 product. The B5800 is based on the IP
Office platform but provides advanced SIP interoperability and functionality with the Avaya Aura Core product
including Session Manager, Communication Manager, and legacy Nortel products such as BCM, CS1000, and
Call Pilot.
IP Office and Communication Manager Interoperability
The H323 protocol is used for trunks between the IP Office nodes and the CM. The IP Offices are a network of
SCNs and can use advanced SCN feature set between each other.
·Protocol Support:
oIP Office to CM: H.323
oIP Office to IP Office: H323 - SCN Networking
·Platform Requirements:
oIP Office:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 277
Issue 26.N (Friday, April 05, 2013)
·Release: IP Office 8.1
·Edition: Essential, Preferred, Advanced, and Server Edition
oCommunication Manager:
·Release: CM 6.2
·Centralized Voicemail: Centralized Voicemail for all IP Office systems in the SCN network
·Phones: All phones supported on the individual call servers and releases including Avaya IP Phone(H323),
Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP Phones (SIP), DECT R4
and Analog phones.
The advanced feature set of SCN Networking is available between the IP Office nodes.
IP Office and BCM Interoperability
The SIP interoperability support between IP Office and BCM50/450 allows customers to migrate a network of
BCM, step by step, to an IP Office SCN or Server Edition network.
·Protocol Support:
oIP Office to BCM: SIP
oBCM to BCM: SIP or SIP/MCDN
oIP Office to IP Office : H323 – SCN or SIP
oIt is not possible to network IP Office and BCM via the MCDN or SCN protocol directly
·Platform Requirements:
oIP Office:
·Release: IP Office 8.1
·Edition: Essential, Preferred, Advanced, and Server Edition
oBCM:
·Release: BCM50 and BCM450 6.0
·Centralized Voicemail:
oThe IP Office system may use a centralized Voicemail PRO system in the SCN network
oThe BCM systems may use a centralized voicemail within the BCM MCDN network.
oCentralized Voicemail across IP Office and BCM systems is not supported.
·Phones: All phones supported on the individual call servers and releases including Avaya IP Phone(H323),
Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP Phones (SIP), DECT R4
and Analog phones.
The advanced feature set of IP Office SCN Networking is available between the IP Office and BCM. MCDN
Networking features are also available between the IP Office and BCM. The standard SIP features described
below are supported.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 278
Issue 26.N (Friday, April 05, 2013)
IP Office, BCM, and CS1000 Interoperability
This configuration allows migrating a network of BCM and CS1000 to the IP Office step by step by adding IP
Office systems to it.
·Protocol Support:
oIP Office to BCM: SIP
oIP Office to CS1000: SIP
oIP Office to IP Office: SIP or H323 - SCN Networking
oBCM to BCM: SIP or SIP/MCDN
oBCM to CS1000: SIP or SIP/MCDN
oOnly UDP will be supported and not TCP
Note: IP Office to CS1000 using H.323 or PRI trunks is not supported.
·Platform Requirements:
oIP Office:
·Release: IP Office 8.1
·Edition: Essential, Preferred, Advanced and Server Edition
oBCM:
·Release: BCM50 and BCM450 6.0
oCS1000:
·Release: CS1000 7.5 with NRS
·Centralized Voicemail: Centralized Voicemail for all IP Office systems in the SCN network. BCM systems
may use centralized voicemail of the CS1000. IP Office systems cannot use centralized voicemail of
CS1000.
·Phones: All phones supported on the individual call servers and releases including Avaya IP Phone
(H.323), Avaya Digital phones, BCM 7000 Series digital phones, BCM1100/1200 Series IP phones (SIP),
DECT R4 phones, and Analog phones.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 279
Issue 26.N (Friday, April 05, 2013)
SIP Standard Call Feature Support
The following call features are supported for the standard SIP Networking connections described above:
·Standard Call Features:
oBasic Call Completion
oHandling of busy called party
oDTMF and ring-back tone
oHold and Retrieve
oCall Waiting presentation
oCalled Number display
oCalling number and name display
oAbandoned call
·Call Redirection:
oCall Forward (Forward ALL, Forward Busy, Forward No Answer)
oCall Transfer (Attended and Unattended)
oCall Redirection (To PSTN, Abandoned, Busy)
·Conferencing:
oAdHoc and MeetMe conferencing
·PSTN Toll Bypass:
oToll Bypass allows each system to leverage the trunk connections of the other system in the network to
avoid international and long distance charges.
Remote Phone Support
Remote Working - NAT Traversal
The new Remote Worker feature allows the connection of remote 9600 Series IP Telephones with the H.323
FW which resides behind a NAT Router to IP Office. The configuration does not require any VPN concentrator
equipment with the IP Office system.
With the Remote Worker feature enabled, remote 9600 H.323 IP Phones can connect to the IP Office system
even if the IP Office is located behind a NAT router. The sets are authenticated on the IP Office in the same
way as sets in the private network. The IP Office will determine that a set is located outside the private
network based and relay the VOIP RTP traffic to ensure it transverses the NAT router.
It is important to note that the H.323 signaling and the media traffic is not encrypted, but the proprietary
binary format adds a basic level of encryption.
To reach the IP Office from the remote private network remote H.323 IP Phone needs to be configured to the
public IP address of the NAT router hosting the IP Office. Configurable ports need to be forwarded to the IP
Office. The IP Office requires a valid public IP address be configured for the feature to function. The public IP
address can be statically configured or dynamically discovered via a STUN server.
The Remote Working feature needs to be enabled in the IP Office Manager. The Remote Worker feature
requires the Essential Edition license which provides four (4) remote worker seats with the IP Office system.
Additional remote worker capability is available with the Teleworker User package and a Preferred Edition
license.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 280
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 281
Issue 26.N (Friday, April 05, 2013)
VPN Phone Functionality
VPN Phone is a full-featured IP Telephony solution that provides secure communication over public ISP
networks to an IP Office system at the company headquarters.
It is a software-only product that runs on the standard 5610/5620/5621 or 4610/21 IP telephones. In
combination with one of these telephones and the most popular VPN gateway products, the software extends
enterprise telephony to remote locations.
VPN functionality is supported on the new 9600 IP telephones, not requiring a separate software load.
VPN telephones offer the full IP Office telephony features that are available on IP Office IP telephones at the
user's desktop in a remote location like a home-office:
There is no restriction on VPN phone usage.
VPN Phone is ideal for IP Office customers supporting "work-at-home" users:
·Virtual Office workers
·Remote workers
·Remote call center
·Business continuity support
·Very small locations that require a single phone only
·Temporary installations such as conferences, off-site meetings, and trade shows
VPN Phone has been tested with a number of VPN-gateways from major vendors like Cisco or Juniper as well
as with smaller VPN-access devices from companies like Adtran, Kentrox, Netgear, and SonicWall. Refer to the
support pages (support.avaya.com) for a list of available application notes on VPN-gateways tested with each
line of telephones.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 282
Issue 26.N (Friday, April 05, 2013)
Avaya Session Border Controller for Enterprise
The Avaya Session Border Controller for Enterprise is a flexible, fit-for-purpose solution that includes a set of
standard security features. This Session Border Control (SBC) provides all of the functionality required for
Small-Medium enterprises to terminate SIP trunks without the complexity and higher price associated with
typical SBCs. The Avaya SBCE scales up to 150 simultaneous sessions per Portwell server (2,000 with other
server options).
Enterprise-Class functionality at SME Pricing
·Blocks toll fraud
·Blocks DoS, DDos and Call Walking attacks
·GUI driven
·Scalable to largest IP Office environments
·A fraction of the overall solution cost
Easily upgradable to the Avaya Session Border Controller for Advanced (for future releases)
·VPN-less SIP remote worker protection
·Enhanced Toll Fraud and DoS protection
The Avaya Session Border Controller for Enterprise will be included in the GSSCP reference architecture for IP
Office, as a recommended option to complement the base reference architecture, where appropriate to the
specific customer requirements.
For more information about Avaya’s Session Border Controller for Enterprise, please navigate to the following
URLs:
·https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0996 (Avaya SBCAE)
·https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0997 (Avaya SBCE)
VoIP FAQ
Network Requirements
Quality of Service (QoS) is a measure of the performance of a network that reflects the availability of network
service and the quality of network transmissions. The term itself refers to a number of networking technologies
and techniques and does not necessarily restrict itself to any single protocol or standard.
There are a number of measures that can be taken on the LAN and WAN to make them 'good enough' to carry
voice traffic. Some of these are the implementation of standards based QoS protocols while are simply a
matter of network architecture and good network management practices.
The term 'good enough' is intentional. Every customer will have different expectations and different budgets to
work to. Some will be willing to upgrade their networks to use the best possible equipment and practices. To
others the additional expense may be viewed as unnecessary.
Examples of standards based Quality of Service protocols include DiffServ and 802.1p/q.
What are Voice Compression Modules (VCM's) for?
VCM's are required to support the following scenarios:
·Internal phone calls between an IP device and a non-IP device.
·Analog/digital telephones to IP trunks (SIP/H.323) including managed Frame Relay and managed IP
VPN (provides echo cancellation).
·IP telephones to ISDN or PSTN trunks (convert IP to TDM and vice-versa).
IP device to IP device
Call progress tones (for example dial tone, secondary dial tone, etc) do not require voice compression
channels with the following exceptions:
·Short code confirmation, ARS camp on and account code entry tones require a voice compression
channel.
·Devices using G.711, G.722, or G.723 require a voice compression channel for all tones except call
waiting.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 283
Issue 26.N (Friday, April 05, 2013)
When a call is connected:
·If the IP devices use the same audio codec no voice compression channel is used.
·If the devices use differing audio codecs, a voice compression channel is required for each.
"Direct Media" is a VoIP concept that circumvents resources (TDM bus, Gateway) within the system and
improves the voice quality. If two IP devices are connected on the same system, a direct LAN connection
between them will be established once the call has been set up (as long as they use the same Codecs). Direct
media is supported between Avaya IP telephones and SIP telephones.
It is possible for an IP device to be physically located at one site while being registered at a different site. In
this case, even for VoIP across the WAN the VCM would not be used, as long as the two IP devices involved in
a phone call are registered on the same system.
Bandwidth Required For Each Voice Call?
The bandwidth used varies depending on the compression method chosen. IP Office supports standards listed
below. These will occupy approximately 10K and 13K of bandwidth respectively.
Use the following chart to choose the most appropriate compression algorithm for your available bandwidth.
Audio Codec
RTP Voice
Data Payload
Packets
per
Second
LAN
(bps)
% Overhead
LAN
WAN
(bps)
% Overhead
WAN
Algorithmi
c Delay
(milli-
seconds)
G.723.1 (6.3K)
24 Bytes
33.33
20,800
225%
9,867
54%
80
G.729a
20 Bytes
50
29,600
270%
13,200
65%
40
G.711 (64K)
160 Bytes
50
85,600
34%
69,200
8%
20
G.722 (64K)
160 Bytes
50
85,600
34%
69,200
8%
20
Typical Bandwidth Required For Video Calls
This is for Video transmit only. To the Video part, the audio channel needs to be added.
·Video bandwidth needed per call (transmit and receive, Audio bandwidth not included) as sample for the
Avaya 1010-1040 for HD-Video:
·1010/1020: 1 Mbps for 720p/30fps
Typical Bandwidth for standard Video quality, for example with IP Office Video Softphone.
Resolution
Pixels
Typical Net Video
Bandwidth Requirement
H.263
H.264
Low
176 x 144 (QCIF)
64 kbps
45 kbps
Standard
320 x 200 (QVGA)
162 kbps
114 kbps
High
640 x 480 (VGA)
776 kbps
545 kps
Acceptable Delay?
End-to-end delay should be 150 milliseconds or below.
How Many Simultaneous Calls Can I Get Down My Link?
The following chart illustrates the theoretical maximum number of simultaneous voice calls that can be
delivered over a WAN for a given link speed. This does not take into account any bandwidth that may be
required for data traffic between sites or the physical limit of VoIP calls for the specific version of IP Office in
use.
The number of simultaneous voice calls can be in excess of the capabilities of the individual platform, where
the calls transit the switch as data traffic. In this situation compression resources are not used but obviously
must be catered for in the overall bandwidth provision.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 284
Issue 26.N (Friday, April 05, 2013)
Compression
G.723.1 (6.3K)
G.729a (8K)
G.711 (64K)
Algorithmic Delay
(seconds)
0.08
0.04
0.02
Number of Calls
- 64Kbps Link
6
4
0
- 128Kbps Link
12
9
1
- 256Kbps Link
25
19
3
- 512Kbps Link
51
38
7
- 1Mbps Link
103
77
14
- 2Mbps Link
207
155
29
What is the Maximum Number of Simultaneous VoIP Calls
Each IP Office can be fitted with optional Voice Compression Modules (VCM) to support VoIP connections.
The IP500 V2 is capable of supporting two VCM 32/64 modules allowing up to 128 simultaneous calls. With
combination cards, another 10 VCMs are provided per card. Up to two combination cards are supported with IP
Office.
Network Assessment
With IP Office, optimum network configurations can support VoIP with a perceived voice quality equivalent to
that of the Public Switched Telephone Network (PSTN). However, not every network is able to take advantage
of VoIP transmissions. It is important to distinguish between basic compliance with the minimal VoIP standards
and validated support for QoS which is needed to run VoIP applications over a data network.
With the exception of standalone configurations where IP telephones connect directly connected to the ports
on IP Office, Avaya now requires that all customers formally audit their networks for IP telephony readiness
before attempting to install any VoIP application.
A network assessment should normally include:
·Physical inventory of all equipment inclusive of the current version of code, and configurations as
needed.
·An accurate and complete network topology for all networked sites, inclusive of IP addressing and
physical/logical connections.
·An evaluation of the network's topology to check that the design is both sound and reasonable.
·Measurement of packet loss, jitter and delay over the course of multiple days and measured on a per
minute basis. A graphical representation of the data is the preferred output method.
·Examination of QoS/Class of Service (CoS) parameters in place in the network.
·Summary of findings and possible actions to correct problems.
The assessment should leave you confident that the implemented network will have the capacity for the
foreseen data and voice traffic, and can support H.323, DHCP, TFTP, and jitter buffers in H.323 applications.
With this in mind, if you require support during or after an IP Office VoIP installation, a copy of your network
assessment documentation will be requested by your support channel.
For more details about available tools, resources and services to enable you to audit your network for VoIP
readiness, please contact your local Avaya representative.
IP Packet Flow Control
While a high-performance switch forwards data packets at full wire speed to and from its ports simultaneously,
there may be times when a switch port may not be able to accept packets at the rate it is receiving them.
For example, the switch port may be receiving packets from multiple ports at the same time, or the switch
port may be receiving packets from a port operating at a faster speed. For instance, the sending port might be
operating at 100 Mbps, while the receiving port operates at 10 Mbps; or the sending port might operate at
1000 Mbps, while the receiving port operates at 100 or 10 Mbps. If data packets arrive for a port that is
saturated with other packets, the packets may overflow the port’s buffer, resulting in dropped packets and lost
data.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 285
Issue 26.N (Friday, April 05, 2013)
Flow control is a congestion-control mechanism that prevents data loss at congested ports. Flow control
prevents packet loss by controlling the flow of data from the transmitting device to ensure that the receiving
device can handle all of the incoming data.
IEEE 802.3 flow control is used on Avaya IP telephones operating in full-duplex mode. If the receiving device
becomes congested, it sends a pause frame to the transmitting device. The pause frame instructs the
transmitting device to stop sending packets for a specific period of time. The transmitting device waits the
requested time before sending more data.
VoIP Standards Supported
IP Office supports the following protocols and standards:
·H.323 V2 (1998), Packet-based multimedia communications systems.
·Q.931, ISDN user-network interface layer 3 specification for basic call control.
·H.225.0 (1998), Call signaling protocols and media stream packetization for packet-based multimedia
communication systems.
·H.245 (1998), Control protocol for multimedia communication.
·Session Initiation Protocol.
·Audio CODECs:
oG.711 A-Law/Mu-Law (64K).
oG.723.1 MP-MLQ (6.3K).
oG.722.
·Silence Suppression.
·Fax Relay (IP Office to IP Office Fax Transport over IP).
·T.38 Fax support (SIP trunks and SIP endpoints).
·Local End Echo Cancellation 25ms.
·Out of band DTMF.
·Jitter buffer, 5 frames of jitter buffer.
·Internet Standards/Specification (in addition to TCP/UDP/IP).
oRFC 1889 – RTP/RTCP, Real Time and Real Time Control Protocol.
oRFC 2507, 2508, 2509 – Header Compression.
oRFC 2474 – DiffServ, Type of Service field configurable.
oRFC 1990 - PPP Fragmentation.
oRFC 1490 - Encapsulation for Frame Relay.
oRFC 2686 - Multiclass Extensions to Multilink PPP.
oRFC 3261 - Session Initiation Protocol (SIP).
oRFC 3489 - STUN.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 286
Issue 26.N (Friday, April 05, 2013)
Chapter 9.
Public and Private Voice
Networks
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 287
Issue 26.N (Friday, April 05, 2013)
9. Public and Private Voice Networks
With Avaya IP Office you can be networked via T1, PRI and BRI ISDN, including VoIP on the company WAN.
Networking maximizes the potential of your business office locations and remote workers - building the best
possible foundation for your future growth. IP Office provides each location with a scalable (up to 384
extensions) telephony solution that supports voice networking, and offers:
·Uniform dialing plan, making it easy to call co-workers anywhere on the network and improve
customer service
·Consistent user experience by sharing the same telephones and messaging interface as in
headquarters
·A user-defined central directory that is automatically synchronized
·Automatic Route Selection to optimize routing and bandwidth management
·Centralized voicemail and/or the ability to network voicemail systems together
The benefits of networking:
·Leverage any existing investment in Avaya systems at other sites.
·Centralize services (e.g. operator, voicemail) as well as management and administration to reduce
costs.
·Speed deployment of remote offices, respond quickly to market demands.
·Improve inter-site communication to simplify information exchange.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 288
Issue 26.N (Friday, April 05, 2013)
Private Circuit Switched Voice Networking
Private voice networks are built using structured leased line circuits (E1 or T1) or by establishing permanently
connected 'B' channels over ISDN circuits between IP Office systems. Each channel within the E1 or T1
interface can provide a single voice or 64K/56K data call. Where leased line circuits are used within a private
networking scenario, these E1 or T1 interfaces are typically configured to use QSIG signaling between sites.
QSIG provides a level of voice feature transparency between PBXs and is the favored signaling standard within
multiple vendor and international voice networks. The IP Office E1 or T1 module terminates a QSIG connection
with a 120 ohm RJ45 interface.
IP Office supports the following QSIG services across this network:
·Simple Telephony Call/Basic Call: ETS300 171/172.
·Circuit Switched Data Call/Basic Call: ETS300 171/172.
·Called/Calling Line ID Presentation: ETS300 173.
·Called/Calling Name Presentation: (SS-CNIP, SS-CONP, SS-CNIR) ETS300 237/238.
·Message Waiting: (SS-MWI) EN301 260/255.
·Transfer: (SS-CT) ETS 300 260/261.
Circuit Switched Voice Networking
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 289
Issue 26.N (Friday, April 05, 2013)
Public Voice Networking
The IP Office platform supports a range of trunks and signaling modes for connection to the public switched
telephone network (Central Office). Some of these lines are only available in certain territories; please check
with your distributor for local availability. Primary rate trunks are available with either a single (24/30
channels) or dual trunk (48/60 channels).
ISDN Primary Rate (ETSI CTR4)
Provided by the IP400 PRI E1 and IP500 Universal PRI cards.
ISDN Primary Rate provides 30 x 64K PCM speech channels over an E1 circuit and one signaling channel.
Signaling Conforms to the ETSI Q.931 standard with Cyclic Redundancy error Checking (CRC).
The following supplementary services are supported:
·Calling Line Identification Presentation (CLIP) provides the telephone number of the incoming call to
the IP Office.
·Calling Line Identification Restriction (CLIR) prevents the telephone number of the IP Office being
presented on an outbound call.
·Connected Line Identification Restriction (COLR) Inhibits the COLP service.
·Direct Dialing In (DDI) where the exchange provides the last x digits of the dialed number on an
incoming call. This allows IP Office to route the call to different users or services.
·Sub-addressing Allows the transmission/reception of up to 20 digits, additional to any DDI/DID or
CLIP information, for call routing and identification purposes.
ISDN Basic Rate (ETSI CTR3)
Provided by the IP400 Quad BRI and IP500 BRI cards.
ISDN Basic rate provides 2 x 64K PCM speech channels and one signaling channel using Q.931 signaling and
CRC error checking. Both point to point and point to multipoint operation is supported. Multipoint lines allow
multiple devices to share the same line; however point-to-point is the preferred mode.
Basic rate supports all the services that are supported on the primary rate version with the addition of
·Multiple Subscriber Number. This service is usually mutually exclusive with the DDI/DID service and
provides up to 10 numbers for routing purposes, very similar to DDI/DID.
Additional ISDN features
The following ISDN features are supported by IP Office 4.0 and later on both PRI and BRI trunks. Note that
availability of these features is dependent on availability and support from the ISDN service provider, for which
there may be charges.
·Malicious Call Identification – MCID
(2400, 4600, 5400, 5600, T3, T3 IP, 9500, 9600)
Short codes and button programming features are available so that users can trigger this activity at
the ISDN exchange when required. This feature is NOT available on standard ISDN DSS1 telephones.
·Advice of Charge – AOC
(T3 digital and IP telephones only; Phone Manager)
Advice of charge during a call (AOC-D) and at the end of a call (AOC-E) is supported for outgoing
ISDN calls other than QSIG. The call cost is displayable on T3 telephones for call accounting purposes.
The IP Office allows configuration of call cost currency and a call cost mark-up for each user.
·Call Completion to Busy Subscriber – CCBS
(2400, 4600, 5400, 5600, T3, T3 IP, 9500, 9600, DECT telephones; Phone Manager)
CCBS can be used where provided by the ISDN service provider. It allows a callback to be set on
external ISDN calls that return busy. It can also be used by incoming ISDN calls to a busy user. This
feature is NOT available on standard ISDN DSS1 telephones.
·Partial Rerouting – PR
(2400, 4600, 5400, 5600, T3, T3 IP, 9500, 9600, DECT telephones; Phone Manager)
When forwarding a call on an ISDN channel to an external number using another ISDN channel,
partial rerouting informs the ISDN exchange to perform the forward, thus freeing the channels to the
IP Office. This feature is NOT available on standard ISDN DSS1 telephones and it is NOT supported on
QSIG.
·Explicit Call Transfer – ECT
(The normal usage of this feature is by a third party application)
ECT is supported on the S0 interface. A Call to an S0 Endpoint can be transferred to any other device
such as an analog, digital or IP endpoint or to any trunk. The normal usage of this feature is by a
third party application connected via one or more S0 interfaces to IP Office. One example is the
VoiceDirector, an automatic call assistant.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 290
Issue 26.N (Friday, April 05, 2013)
North American T1
Provided by the IP400 PRI T1 and IP500 Universal PRI cards.
T1 Primary Rate provides up to 24 64K channels over a 1.54M circuit. Each channel of the T1 trunk can be
independently configured (channelized) to support the following signaling emulations with handshake types of
immediate, delay or wink.
·Loop-Start
·Ground-Start
·E&M Tie Line
·E&M DID
·E&M Switched 56K
·DID - Channels configured for DID/DDI support incoming calls only. The carrier or Central Office will
provide the last x digits that were dialed to be used for call routing.
·Wink-Start
IP Office T1 trunks support both DNIS and ANI services, where available from the central office.
·Dialed Number Identification String (DNIS) Provides a string of digits to the IP Office depending on
the number dialed by the incoming caller. This string can then be used to route callers to individual
extensions, groups or services.
·Automatic Number Identification (ANI) Provides IP Office with a number identifying who the caller is.
This may then be used for routing or computer telephony applications.
T1 trunk cards incorporate an integral CSU/DSU, eliminating the need for an external unit. 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.
North American Primary Rate Interface
Provided by the IP400 PRI T1 and IP500 Universal PRI cards.
IP Office supports Primary Rate ISDN trunks on 5ESS or DMS100 central office switches provided by AT&T,
Sprint, WorldCom and other Local Telcos. Channels can be pre-configured for the supported services or
negotiated on a call-by-call basis.
Special Services can be configured to route calls to local operators or pre-subscribed carriers for both national
and international calls (SSS). Alternate carriers can also be selected through the configuration of IP Offices
Transit Network Selection (TNS) tables.
IP Office also supports the Calling Name and Number service over Primary Rate Trunks (NI2).
Analog Trunks
·Loop Start
Loop start trunks are available on the IP Office Analog Trunk cards installed within the IP Office
control unit, or on the Analog Trunk 16-port expansion modules (ATM16). The first two trunks on the
ATM16 are automatically switched to power fail sockets in the event of power being interrupted. They
conform to the TIA/EIA-646-B standard. The loop start trunks also support incoming caller line
identification (ICLID) conforming to GR-188-CORE and GR-31-CORE standards. IP Office can use this
information to route calls or provide it to computer applications to display additional information about
the caller.
·Ground Start
Ground Start trunks are only available on the ATM16, configured through IP Office Manager. The first
two trunks on the module are automatically switched to power fail socket in the event of power being
interrupted. They conform to ANSI T1.401 and TIA/EIA-646-B standards. Not available in all
territories.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 291
Issue 26.N (Friday, April 05, 2013)
E1R2 Channel Associated Signaling
Provided by the IP400 PRI E1R2 and IP500 Universal PRI cards.
The IP400 PRI E1R2 cards are available in two versions supporting either RJ45 or coax network connections.
Each card provides channels that can be configured for MFC, Pulse or DTMF dialing dependent on the
requirements of the network.
Session Initiation Protocol (SIP)
IP Office supports SIP trunking. SIP trunks allow IP Office users to take advantage of new telephony services
being offered by ‘Internet Telephony Service Providers (ITSPs)’. In many cases, these telephony services can
offer substantial savings in comparison to traditional exchange lines. The IP Office solution allows all users,
regardless of their phone type, to make and receive SIP calls. SIP trunks are handled like any other line on IP
Office, affording all the call routing and toll control needed to manage inbound and outbound calls.
SIP trunks on IP Office require the provisioning of voice compression channels through the installation of VCM
modules within the control unit. A license for the maximum required number of simultaneous SIP calls is also
needed. Up to 128 simultaneous calls are supported.
IP Office also supports the T38 protocol which allows Fax over IP.
There are several possible network topologies for SIP trunk systems, as shown in the following diagrams.
Option 1: Service provider with a Session Border Controller (SBC) - this is the preferred and recommended
reference architecture for IP Office.
Option 2: Direct connection from the IP Office’s second Ethernet port to the internet via a DMZ (demilitarized
zone) port on the router. To make this configuration secure, the IP Office firewall is set to drop all packets
except SIP.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 292
Issue 26.N (Friday, April 05, 2013)
Option 3: Connection to the ITSP over NAT using 3rd party STUN (Simple Traversal of UDP through NAT)
servers in the network to discover the NAT mechanism being used.
Option 4: Connection to the ITSP through a router equipped with an Application Level Gateway (ALG) which
transparently resolves all NAT issues.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 293
Issue 26.N (Friday, April 05, 2013)
For details on SIP ITSPs which have been tested by Avaya, please visit the IP Office Knowledge Base at http://
www.avaya.com/ipoffice/knowledgebase.
The Avaya DevConnect Program conducts testing with ITSP's to establish compatibility with IP Office. To
access Application Notes for tested solutions please follow the steps outlined below:
1. Go to http://www.avaya.com/devconnect
2. Click on the "Tested Solutions Link" on the left-hand side of the screen.
3. Click the "Solution" tab.
4. Select "IP Office" under "Solution Platform". Select "Service provider - Platinum" and "Service
provider - Gold" under the "Member Level"
5. Click the "Search" link at the bottom of the page.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 294
Issue 26.N (Friday, April 05, 2013)
Packet Based Voice Networking
This section describes the options available for businesses that are able to utilize data networks to support
voice solutions such as Voice over IP (VoIP). IP Office offers networked voice and data communications,
providing:
·Built-in IP router
·One link for voice and data networking
·Common access to the Internet; share files and send e-mails to other sites
·Support for RIP-2 protocol for dynamic data routing; IPSec VPN, firewall and NAT (Network Address
Translation) and for security; Centralized management and proactive fault management via SNMP.
IP Packet based voice networking between IP Office sites can be achieved through:
·VoIP across the campus LAN
·or VoIP across the public network.
VoIP networking across IP network or WAN
VoIP across the LAN
In a factory or campus environment, voice calls can sent over 10/100 Mbps LAN connections on systems
equipped with optional Voice Compression Modules (VCM). IP Office supports Diffserve by appropriately
marking both RTP packets and signalling packets to facilitate network bandwidth management.
VoIP networking across the LAN
VoIP across the Public Network
IP Office is capable of realizing the benefits of Q.931 and H.450 supplementary service support across a public
connection where an appropriate QoS connection can be established.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 295
Issue 26.N (Friday, April 05, 2013)
Supplementary Services within IP Networks
Supplementary services within an IP environment are provided over H.323 and SIP. IP Office provides the
same rich services as enjoyed within a traditional network environment. Our standards based approach allows
interoperability within mixed vendor networks.
The basic supplementary service features supported by H.323 and SIP on IP Office to IP Office IP trunk links
are listed below.
·Basic call set up (voice)
·Call Hold (local)
·Call Transfer (local)
·Called/Calling Name
·Called/Calling Number
Additional features can be added through the use of IP Office Small Community Networking (see the following
section).
On IP trunks to non-IP Office systems the Supplementary Service will depend on those also supported by the
non-IP Office system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 296
Issue 26.N (Friday, April 05, 2013)
Multi-Site Networking (Small Community Networking)
When connecting IP Offices together over IP or Packet based networks, Small Community Networking
enhances feature transparency. These networks can support up to a maximum of 1000 users across 32 sites.
The following additional features are available.
·Busy Lamp Field
·Camp-on
·Call Back When Free
·Paging
·Call Pick-up
·Centralized Personal Directory for 1400, 1600, 9600 and T3 Telephones as well as Avaya
one-X™ Portal for IP Office
·Centralized System Directory for 1400, 1600, 9600 and T3 Telephones as well as Avaya
one-X™ Portal for IP Office
·Centralized Call Log for 1400, 1600, 9600 and T3 Telephones as well as Avaya one-X™
Portal for IP Office
·Centralized Voicemail (Preferred Edition)
Support for mailboxes, call recording, dial by name and auto attendants. Remote queuing on remote
systems is also supported.
·Distributed/Backup Voice Messaging
·Internal Directory
·Absence Text Message
·Anti-Tromboning.
·Distributed Hunt Groups
Hunt groups can include users located on other IP Office systems within the network. Note that
Distributed Hunt Groups are not supported for use with Customer Call Reporter.
·Remote Hot Desking
Users can hot desk between IP Office systems within the network. The system on which the user
configured is termed their 'home' IP Office; all other systems are 'remote' IP Offices. Note that
Remote Hot Desking is not supported for use with CCC and CCR.
·Breakout Dialing
This feature allows the user to select an IP Office system in the network from a displayed list and then
dial a subsequent number as if dialing locally on the chosen system. This feature is triggered either by
a programmable button or short code.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 297
Issue 26.N (Friday, April 05, 2013)
Resilient Multi-Site Networking(SCN)(see the diagram below)
In an SCN configuration of System "A" and System "B" where the centralized voicemail is connected to
System B, and a number of IP telephones are connected to either System A or System B. If System "B"
fails then:
·System A will automatically take over from System B and support Avaya IP telephones, hunt groups,
and DHCP if required.
·Voicemail Pro will reregister to System A.
·For users in an Small Community Network (SCN), when they hot desk to another IP Office system,
they retain their licensed profile setting as configured on their home system.
·All System B users’ Personal contacts/Call Logs will continue to be available (96x1, 9600, and 1600
Telephones).
For Multi-Site Networks (SCN), VCM modules are required in all systems being connected. The IP lines may be
configured in a start or a meshed configuration. One of the advantages of a meshed configuration is that it
removes the risk of a single point of failure within the network. Also the names and numbers (groups, line,
services, etc) on the separate IP Office systems should be unique to reduce potential maintenance confusion.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 298
Issue 26.N (Friday, April 05, 2013)
Each IP Office system broadcasts UDP messages on Port 50795. These broadcasts typically recur every 30
seconds but BLF updates are potentially more frequent. There are no updates if there is no activity and the
overall level of traffic is very low – typically less than 1 kbps per system.
Multi-Site Networking is supported between IP Office systems with differing software levels but network
features will be based on the lowest level of software within the network. This option is intended to allow the
phased upgrading of sites within a Multi-Site network and it is still recommended that all systems within a
network are upgraded to the same level where possible.
If larger networks are required QSIG can be used to link multiple Small Community Networks together.
Functionality between the communities is governed by the QSIG feature set.
IP500 Voice Networking License
On IP500 and IP500 V2 systems, Multi-Site Networking (SCN) requires one or more additional licenses.
QSIG, H.323 and Multi-Site (SCN) capabilities are not enabled by default in the IP500 and IP500 V2. An
additional license is required to enable this functionality with 4 simultaneous networking channels (no channel
limit for QSIG). Additional channels can then be licensed in increments of 4. A Voice Networking license is still
required to enable TDM QSIG, even though there is no limit to the number of TDM QSIG calls that can be
made or received once licensed.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 299
Issue 26.N (Friday, April 05, 2013)
Internetworking with Other Avaya Products
IP Office will support the most appropriate way for communication with any other existing PBX's in a customer
network, whether TDM or IP-based. Some specific examples are provided below. Please refer to the following
link to source the most current IP Office application notes: http://portal.avaya.com/ptlWeb/products/P0160/
ApplicationNotes.
VoIP networking using H.323
IP Office has been successfully tested to be interoperable over IP trunks with Avaya Communication Manager
(ACM). The protocol supported is H.323 using industry-standard compression codecs (types G.711A, G.711MU,
G.729A and G.723.1-6K3). The features currently supported are:
·Desk to desk dialing (basic voice call)
·Calling/Connected Party ID number
·Calling/Connected Name Presentation
·Call Hold
·Call Transfer
These features allow for simple networking needs between IP Office remote branches to a DEFINITY/ACM at
the main site.
QSIG networking using T1/E1 links (TDM)
Alternatively QSIG may be favored as the chosen signaling standard within multiple vendor environments and
provides the following supplementary services which are also available between IP Office and DEFINITY /
MultiVantage/ I55 /ACM (equipped with the relevant RFA licenses):
·Simple Telephony Call/Basic call (ETS 300 171/172)
·Circuit Switched Data Call/Basic call (ETS 300 171/172)
·Calling/Connected Line Identity Presentation (ETS 300 173)
·Calling/Connected Name Presentation (ETS 300 237/238)
·Message Waiting Indication (ETS 301 260/255)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 300
Issue 26.N (Friday, April 05, 2013)
Common Networking Features
Alternate Route Selection
Alternate Route Selection (ARS) allows calls to be routed via the optimum carrier. Time profiles can also be
used to allow customers to take advantage of cheaper rates or better quality at specific times of day.
If a primary trunk is unavailable or congested, then ARS provides automatic fallback to an available trunk (e.
g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for SCN fallback).
Multiple carriers are supported. For example, local calls are to go through one carrier between specific hours
and international calls through an alternative carrier. Carrier selection using 2-stage call set up via in-band
DTMF is possible. It is possible to assign specific routes on a per user basis, e.g. only allow expensive routes to
be used by critical staff.
Note: Existing Least Cost Routing (LCR) configurations are automatically converted to ARS when upgrading to
4.1 or higher.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 301
Issue 26.N (Friday, April 05, 2013)
Network Numbering Schemes
IP Office uses fully flexible network numbering options. Dialed digits can be manipulated to add or remove
digits, access codes etc. in order to fit into any numbering scheme. Two types of numbering schemes are
commonly deployed - 'Linked Numbering' and 'Node Numbering' schemes. In linked numbering schemes each
site within the network has a unique range of extension numbers and users simply dial the extension number
of the called party. Often, linked numbering schemes are used in very small networks (< 5 sites) with less
than 500 extensions. With node numbering schemes each site is given a node ID and this is prefixed by the
user when dialing extensions at other sites. In this way extension numbers can be replicated across sites while
still appearing unique across the network. Node numbering schemes are common in larger networks. Linked
numbering schemes and node numbering schemes are sometimes both used within the same network with
node numbering used at the large offices and linked numbering employed at clusters of satellite offices.
The following figures depict these two types of numbering schemes.
Linked Numbering Scheme
Node Numbering Scheme
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 302
Issue 26.N (Friday, April 05, 2013)
Chapter 10.
Data Networking Services
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 303
Issue 26.N (Friday, April 05, 2013)
10. Data Networking Services
LAN/WAN Services
The IP500 V2 supports a firewalled 2 port Layer 3 Ethernet Switch.
When computers on the LAN communicate they do not care where the destination is, they just send messages
with the address of the destination. These messages are likely to be received at all other computers on the
same network but only one – the target destination – will act on the message. Where the destination is on
another network, the router is needed to be the "gateway" to the rest of the world and find the optimum route
to send the message on to the destination. The router alleviates the need to establish and hold a call for the
duration of a communication session (when messages or IP packets are being sent between source and
destination) by automatically establishing a connection only when data is to be passed. Routers may be
connected together using WAN (Wide Area Network) links that could be point-to-point leased lines, managed
IP networks, Frame Relay networks or exchange lines (Central Office). The IP Office system supports all of
these types of network connections.
IP Office has an integral router with support for bandwidth on demand that allows the negotiation of extra
bandwidth dynamically over time. Where connection is over ISDN, IP Office initiates extra data connections
between sites only when there is data to be sent or sufficient data to warrant additional channels. It then
drops the extra channels when they are no longer needed. The calls are made automatically, without the users
being aware of when calls begin or end. The rules for making calls, how long to keep calls up etc, are
configurable within IP Office.
It is possible to have several different routing destinations or paths active at any time linking the office to
other offices and the Internet simultaneously.
Internet Access
While the telephone is still the number one business communication tool, Internet access is becoming
increasingly important for business-to-business communications. The ability to send and receive email, is now
considered mandatory when dealing with many suppliers and customers, while access to the Internet for e-
commerce applications and information has become vital.
IP Office systems provide shared, secure, high-speed access to the Internet via exchange lines (Central
Office), digital leased line or IP VPN services.
Internet security concerns are addressed through the provision of an integrated firewall so removing the need
for a standalone firewall. The firewall can be configured to cater for a variety of situations and will allow
customers to control who can access external resources and when. The firewall isolates your private networks
from the Internet, thereby ensuring that your network remains beyond the reach of hackers, while
configurable service quotas can be set against a remote access service to ensure authorized users can gain
access. Service Quotas place a time limit on outgoing calls to a particular IP Service so limiting costs. Each
service can be configured with an alternative fall back, for example, you may wish to connect to your ISP
during working hours and at other times take advantage of varying call charges from an alternative ISP. You
could, therefore, set up one service to connect during peak times and another to act as fallback during the
cheaper period.
Internet Access
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 304
Issue 26.N (Friday, April 05, 2013)
Remote Access Features
IP Office's integral firewall, service quotas and timebands all apply to remote access calls. Remote access
security can be supplemented by CHAP (encrypted passwords) to verify the end users, or PAP which does not
support encryption. Timebands can control the hours within which the remote access service is available.
A "trusted location" can be set for dial in. These are locations that the System will allow either data access, e.
g. a user dialing in from home, or access to voicemail without a voicemail code for a user collecting their
voicemail messages from a mobile. The trusted location is also the location the Voicemail Server will call to
inform the user of a new message.
Conversely a "specified location" can be set which restricts remote access from only that location, this
specified location can also be a designated dial back number thereby minimizing the threat of unauthorized
remote access.
IP Office systems can also incorporate remote access dial back services so that if a user always remotely
accesses the office from a single location e.g. their home, then after login verification the system will
disconnect their call and dial them back. In addition to the added level of security dial back provides it can also
be an excellent method of consolidating remote access charges onto the central office telephone bill.
In addition to remote access from Telephone Adaptors, all ATM4 trunk cards (including the IP500 V2
Combination Card ATM) support switching of the first analog trunk to an integral V.32 modem for remote
access.
LAN to LAN Routing
All businesses now have a need for data routing whether it's a requirement to share resources such as email
servers, file servers and internet gateways, or seamlessly transport data between sites or network to and from
their customers and suppliers. This is why each IP Office platform offers IP routing as standard.
Embedding a router within IP Office removes the costs, complexity and additional points of failure of external
WAN multiplexers by allowing data and voice traffic to converge and share the network resources of IP Office.
These network resources can range from dial up ISDN connections, point-to-point leased circuits, managed IP
networks or Frame Relay as IP Office supports all these types of network connections.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 305
Issue 26.N (Friday, April 05, 2013)
SSL/VPN Remote Access
The IP Office SSL/VPN remote access solution is a fast and easy way to set up a secure remote access at
broadband speeds. The solution is designed to provide Avaya and Avaya partners with reliable remote access
that enhances service delivery while reducing the cost associated with truck rolls. The solution enables
partners of any size to create an infrastructure that automates management and maintenance of IP Office
systems.
The IP Office SSL/VPN Solution
The IP Office SSL/VPN solution offers secure remote accessibility to the IP Office devices with minimum
networking expertise required to set up the CPE at the customer site. The IP Office can be pre-configured with
SSL/VPN configuration before installation at the customer’s site.
Advantages of the IP Office SSL/VPN Solution
·Secure remote access at broadband speeds for enhanced support
·Simple configuration and deployment
·Scaling to accommodate future growth requirements
·Networking expertise not required at the customer site (No IT admin required at the customer site)
·No requirement to open holes in the firewall (Firewall-agnostic as the connection is initiated from the
customers’ site to the Gateway)
·Connection can be “Always-ON” or can be initiated via Dial-Up or Phone.
·Facilitation of remote configuration, management, monitoring, diagnostics, and upgrades.
Operation of SSL/VPN Remote Access
IP Office software includes an embedded SSL/VPN client. On the server side (should the partner decide to host
the server side), the partner will need to install a server (VM) and install the Avaya VPN Gateway (AVG)
software. The Partner will establish the SSL/VPN Gateway configuration on the IP Office so that the IP Office
can trigger a secure tunnel back to the Gateway.
A username/password is setup during the configuration step for security purposes. A second level of security is
also provided with a server-side certificate authentication. A radius server will then validate the username/
password upon connection request initiated from the IP Office. Once the credentials are validated, the secure
remote access is established.
System Requirements
At a minimum, the partner needs to ensure that a broadband connection is available at the customer site. A
partner deciding to host the server side can purchase (scale as you go) the SSL/VPN licenses based on how
many simultaneous connections are required. The AVG software is installed on a VM server software (the
partner can choose the server of their choice) and set up a radius server for username/password
authentication. The same VM server can also act as a radius server or the partner can use a separate radius
server or reuse an existing radius server based on their IT department’s recommendations and security policy.
Partners wanting to host the server side gateway should refer to the Avaya enterprise portal for more detailed
information about the Avaya VPN gateway solution (see https://enterpriseportal.avaya.com/ptlWeb/gs/
products/P0623/AllCollateral).
Exceptions to the SSL/VPN solution described above:
·No support for IP Office 500v1 system
·No support for the Unified Communications Module or the external expansion applications server
(Material Code – 269810) used with the IP Office
·When the partner hosts the server side, configuration of the solution is performed using IP Office
Manager (as a result, the IP Office Basic Edition is not supported with the SSL/VPN solution)
Data Networking Features
Integral 10/100 Mbit Layer 3 Ethernet Switch
Layer 3 switching is particularly useful in situations where it is desirable to have a ‘trusted’ and ‘unsecured’
network, where the ‘unsecured’ network is uncontrolled and carries public traffic on it.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 306
Issue 26.N (Friday, April 05, 2013)
It is possible to set up a firewall between two LAN segments using the IP Office layer 3 switch. IP500 V2
supports a two-port Layer 3 Ethernet switch with the firewall between them. Both of these switched ports have
their own IP addresses (LAN1 and LAN2) and in order for traffic to pass from one port to the other, a route is
configured in the system’s routing tables.
DHCP Server
IP Office can manage your IP Network for you through its integral DHCP Server. IP Office can be configured to
hold a pool of IP addresses for users on the Local Area Network. When a user powers up their PC, the system
will allocate them an IP address for the duration of their session. The DHCP server also provides the user's PC
with the address of the Domain Name Service (DNS) server and the Windows Name Service (WINS) server.
Alternatively, for customers who have a separate DHCP Server, IP Office can be configured to obtain its
address from that DHCP server or be set with its own static IP address. IP500 V2 has two independent DHCP
servers, each one dedicated to Layer 3 switched LANs.
Leased Line Support
IP Office is capable of connecting to leased line services.
IP Office WAN services are supported over E1/T1 PRI trunks and BRI trunks. E1/T1 trunks can be configured
to operate in a fractional mode for 'point to multi-point' applications i.e. a single 2M interface could be treated
as 3 x 512K and 8 x 64K going to 11 different locations. When using T1 as a Leased Line it is possible to use
the same circuit for switched circuit services. Not all types of leased line are available in all territories, check
for availability.
Dial-Up Circuit Support
Where the amount of traffic does not justify the cost of a dedicated leased line, the system can provide data
connectivity via ISDN dial-up circuits using its E1/T1 or Basic Rate trunks. Where data speeds greater than a
single channel are required (64K/56K), additional channels can be added to the call as and when they are
needed.
Point-to-Point Protocol (PPP)
PPP is an industry standard Wide Area Networking Protocol, that allows inter-working with a wide range of 3rd
party routers. PPP is used over leased line circuits where a single channel is used to connect the two locations
together. e.g. A single channel maybe a 64K channel on a dial-up circuit or a 256K leased line etc.
Multi-Link Point-to-Point Protocol (ML-PPP)
IP Office supports Multi-Link PPP allowing additional calls to be made where bandwidth greater than a single
channel is required. The maximum number of channels available to data can be set on a service-by-service
basis. When the available bandwidth reaches a user defined limit additional channels can be automatically
added. Similarly, when traffic falls then the number of channels in use can be automatically reduced. If there is
no data traffic on any of the channels in use then all lines can be cleared. Since most carriers have a minimum
charge for calls, the period that a channel has to be idle before clearing is configurable. Through these
mechanisms call costs can be effectively controlled while ensuring that bandwidth is available as and when it is
needed.
Frame Relay
Frame relay is a wide area networking protocol based on the X.25 protocol. Individual network connections are
multiplexed over a common medium by the use of Permanent Virtual Circuits (PVC). This allows a single
Leased Line to provide connectivity to a number of different locations. Frame relay is currently implemented in
IP Office as a CPE or 'router end' protocol over WAN connections. IP Office supports both PPP and RFC1490
encapsulation with fragmentation of large data packets to provide voice quality of service.
Service Quotas
IP Office can be configured to limit the maximum number of minutes that a service, such as Internet Access, is
available for each user. This is the sum total of calls made and does not include periods of inactivity. Once the
quota has been used the service is no longer available. The quota can be either automatically refreshed daily,
weekly or monthly or manually refreshed by dialing a secure feature code on a handset.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 307
Issue 26.N (Friday, April 05, 2013)
Time Profiles
Time profiles set the operational times for service. For example, a time profile could be set up to make
Internet Access available to staff only during lunch times. Using time profiles it is also possible to define an
alternative service to operate outside the operational hours of the main service. This may be used to take
advantage of alternative tariffs at off peak periods. Switching to this fallback service can also be controlled
manually by dialing a secure short code from a handset. This can be particularly useful in allowing quick
restoration of service in the event of an ISP failure. This feature also applies to days of the week or specific
calendar dates.
Password Authentication Protocol (PAP)
PAP is a method of authenticating the remote end of a connection using unencrypted passwords.
Challenge Handshake Authentication Protocol (CHAP)
Challenge Handshake Authentication Protocol allows an incoming data call to be authenticated using encrypted
passwords. The system also provides the option to periodically reaffirm the authenticity of the caller during the
data call.
Data Header Compression
IP Header Compression (IPHC) reduces the header size of the data packet to gain bandwidth efficiency over
Wide Area Networks, but adds to transmission latency.
Data Compression
IP Office supports both Microsoft Point to Point Compression and Stac Lemple Ziv to provide greater
throughput on slow speed wide area network links.
Bandwidth Allocation Control Protocol (BACP)
Bandwidth Allocation Control Protocol allows the negotiation with the remote end of the data call to request
additional calls to be made to improve aggregate data throughput.
Callback
Three types of call back are supported
·LCP (Link Control Protocol)
After authentication the incoming call is dropped and an outgoing call is made to a predefined number
to re-establish the link.
·Callback CP (Microsoft's Callback Control Protocol)
After authentication from both ends, the incoming call is dropped and an outgoing call to a predefined
number made to re-establish the link.
·Extended CBCP (Extended Callback Control Protocol)
Similar to Callback CP however, the Microsoft application at the remote end will prompt for a
telephone number. An outgoing call will then be made to that number to re-establish the link.
Domain Name Service (DNS) Proxy
Domain Name Service servers provide the translation of names such as www.avaya.com to the domain’s IP
address required to establish a connection. IP Office provides this service to PCs on the network by proxy.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 308
Issue 26.N (Friday, April 05, 2013)
Network Address Translation (NAT)
Network Address Translation is a mechanism that allows you to use different IP address on your private
network behind a router with a public IP Address. When connecting to the Internet, ISPs typically want a
customer to use an IP address they have allocated. Using NAT this is easily accommodated, eradicating the
need for the customer to change their network numbering scheme and providing additional security to the
internal users as their address in hidden to the public.
Typically, a company maps its internal network addresses to a global external IP address and unmaps the
global IP address on incoming packets back into internal IP addresses. This helps ensure security since each
outgoing or incoming request must go through a translation process. This also offers the opportunity to qualify
or authenticate the request or match it to a previous request. NAT also conserves the number of global IP
addresses that a company needs.
Proxy Address Resolution Protocol (ARP)
Support for Proxy Address Resolution Protocol allows IP Office to respond on behalf of the IP address of a
device connected to it when receiving an ARP request.
Auto Connect
If a service is idle, that is no one is using the Internet, Auto Connect allows the IP Office to periodically
connect to a service. This is ideal for mail polling to retrieve email from an Internet Service Provider. An 'Auto
Connect Time Profile' controls the time period during which automatic calls are made, for example not at
weekends or during the middle of the night.
Firewall
IP Office integrated firewall provides packet filtering of the most common IP protocols including File Transfer
Protocol (FTP) and Internet browsing (HTTP). Each protocol passing through the firewall can be restricted/
allowed access in four different ways:
·Drop
No sessions via this protocol will be allowed through the wall
·In
An incoming session can "punch a hole" in the wall to allow traffic in both directions
·Out
An outgoing session can "punch a hole" in the wall to allow traffic in both directions
·Bothway
An incoming or outgoing sessions can "punch a hole" in the wall to allow traffic in both directions.
In cases where a protocol is not supported by default, the firewall can be customized to control packets based
on their content.
IP Office allows the configuration of as many firewalls as needed through IP Office Manager. This permits
different security regulations to be applied to individual dial-in users and data services.
Light-Weight Directory Access Protocol (LDAP)
IP Office supports LDAP directory synchronization. This allows the telephone number Directory (names and
telephone numbers) held in IP Office to be synchronized with the information on an LDAP server (limited to
5000 entries). Although targeted for interoperation with 'Windows 2000 Server Active Directory', the feature is
sufficiently configurable to interoperate with any server that supports LDAP version 2 or higher.
Remote Access Server (RAS)
IP Office provides RAS functionality allowing external users to dial in to the local area network from modems,
telephone adaptors and routers. Several of the previously described features and services can be applied to
the dial-in users to create a powerful Remote Access Server. Dial-in users can be authenticated using either
PAP or CHAP. Once authenticated the DHCP server can automatically assign the user an IP address to use
while connected to the LAN. Individual time profiles and firewalls can be applied to the user restricting what
they have access to and when they have access. For further security and accounting ease, IP Office can
automatically call a user back. This keeps the cost of the telephone call on the company telephone bill
removing the need to process individual expense claims.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 309
Issue 26.N (Friday, April 05, 2013)
Routing Information Protocol (RIP)
RIP is a distance vector protocol that allows routers to determine the shortest route to a destination network.
It does this by measuring the number of intermediary routers that need to be traversed to reach the
destination network. If more than one route exists to the same destination the shortest route is used. If a fault
occurs on the shortest route it will be remarked as being infinite and any alternative route will become the new
shortest route. This behavior can be used to add resilience into a data network. Where a customer has an
existing data network comprising of third party routers, IP Office added to the network can provide back up
using its routing and dial-up capability. RIP enabled routers share their knowledge of the network with each
other by advertising and listening to routing table changes. IP Office Supports both the RIP I and RIP II
standards.
VPN: IPSec Tunneling
IPSec tunnels allow a company to pass data between locations over unsecured IP networks such as the public
internet. The company data is secured using 3DES encryption making it unintelligible to other parties that
might be 'eaves dropping' on the traffic. Tunneling can be applied to link offices together or provide workers
access to the office over the internet. All IP Office systems support up to a total of 256K worth of encrypted
traffic to multiple locations. Initially, inter-working is supported only between IP Offices that are connected
either directly on a WAN port or via the LAN using a 3rd Party router. IPSec is optional and enabled on IP Office
through a License Key.
Note: Check with Avaya for supported scenarios and 3rd party devices.
VPN: Layer 2 Tunneling Protocol
PPP authentication using PAP or CHAP takes place between directly connected routers only. When using a
public IP Network to connect sites this authentication takes place between the customers router and the
service provide router that it is connected to. In some circumstances it is desirable to authenticate between
the customer owned routers, jumping over all the intermediary routers of the service provider's network.
Layer 2 Tunneling Protocol allow this to happen by facilitating a two stage authentication, firstly with the
service provider router then the customer router on the remote network.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 310
Issue 26.N (Friday, April 05, 2013)
Chapter 11.
Unified Communications
Module
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 311
Issue 26.N (Friday, April 05, 2013)
11. Unified Communications Module
With the Avaya IP Office Unified Communications Module (UC Module, material code: 700501442), Avaya
provides a single touch point for sourcing, maintenance and support of application deployment. The UC
Module is an integrated CPU running Linux, thus avoiding the need for server licenses (Microsoft) and any
requirement to keep an external server updated outside of the telephony software and hardware. Additional
benefits include flexibility with application deployment such as Preferred Edition and the ability to expand
ports, user licenses for user productivity packages.
The UC Module comes preloaded with all Preferred Edition Voice Mail Pro server software images including a
Preferred Edition license, one-X Portal software images and IM/Mobility (same as the Linux Applications DVD
for external servers).
The UC Module will include an implicit Preferred Edition license so all server software will be available
depending on the User package purchased, e.g., Power User, Teleworker, Officeworker and Mobileworker
Preferred. The Preferred Edition system license will come 'bundled' with the module. A pre-requisite Essential
Edition system license is required for proper UC Module operation.
The UC Module integrates with existing IP500 V2 Control Unit:
·One (1) module per chassis
·SW loaded on UC Module on SSD card or via Ethernet from support.avaya.com
·one-X Portal for IP Office User Packages are supported. User Packages and Mobility will require user
package licenses. The UC module will support up to 50 User Packages.
·Preferred Edition will be offered with the module in a bundled offer, with four (4) voicemail ports by
default. Up to 20 voicemail ports are supported running concurrently with up to 50 User packages.
200 mailboxes/phones on a system or in a small community network are supported.
·Up to 40 voice mail ports when running just Voicemail Pro; with no User packages running on the
system
·TTS, MAPI Email and UMS Exchange Integration are supported
·Supports systems running IP Office Advanced Edition mode (CCR) on Microsoft server
·Supports centralized Voice Mail Pro configuration up to six (6) sites; rules for maximum voice mail
channels, User packages and mailboxes/phones must be maintained per UC Module
·Must be running IP Office Release 8.0 Q1 service pack or higher
System Platforms supported: IP Office IP500 V2. Not applicable to IP Office for Linux.
The following will not be supported by the UC Module with the 8.0 Release:
·Advanced Edition natively on the card since Advanced Edition is Microsoft based
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 312
Issue 26.N (Friday, April 05, 2013)
·VB Scripting
·3rd Party Database Integration
·Web Voicemail
·Web Campaign
·VRLA Authentication: Contact Store can talk to Preferred Edition system running on Linux, but manual
steps must be taken to properly setup the Linux system with shared folders
·VPNM
Specifications:
·Intel ATOM Processor Z680( 1.6GHz CPU)
·2GB DDR
·32 GB SSD Flash memory; ~380 hours of voicemail storage, accounting for logging which will use
storage
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 313
Issue 26.N (Friday, April 05, 2013)
Chapter 12.
Applications Server
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 314
Issue 26.N (Friday, April 05, 2013)
12. Applications Server
Avaya leverages the powerful capabilities of the next generation HP® ProLiant DL120 G7 server to provide the
reliability, scalability and processing power required for larger scale Avaya IP Office deployments.
The Avaya IP Office Applications Server incorporates Intel’s latest Xeon E3-1220 series processor technology
and provides the capabilities required for real-time communications applications in a 1U form factor. Avaya has
engineered and tested the specific server configurations for Avaya IP Office applications solutions ensuring that
the IP Office applications perform to Avaya’s stringent specifications for both individual applications and as
part of an overall Avaya solution.
The Applications Server is part of the family of the Avaya Common Servers. The applications server is the
base server which comes packaged and shipped with the IP Office Linux Applications DVD software pre-
installed, ensuring a quick and easy installation. It is an external, rack mounted server that will provide
scalability for larger IP Office installations and multi-site deployments not currently supported with the new IP
Office Unified Communications Module. Avaya will continue to be the source of supply for the servers running
Avaya applications, providing value added services in terms of the configuration and optimization of the
complete solutions we offer to our customers.
The Applications Server is Linux based and Avaya supported, simplifying the server standardization and
minimizing installation time for IP Office applications, reducing Total Cost of Ownership (TCO).
SKU
Description
NPL ($)
269810
DL120 G7 Server IP Office R8
+
3500
Technical Specifications for the HP DL120 G
·CPU: 3.1GHz Xeon E3-1220
·RAM: 12GB
·HDD: 250GB
·Optical Drive: DVD +/-RW, SATA, Internal
·Rack Mountable 1U
·Linux OS and IP Office Applications software images will be pre-loaded
·Requires power cord; ordered separately.
Capacity: Full scale IP Office system deployment
·Up to 40 ports of Preferred Edition Voice Mail Pro
·Up to 1000 mailbox/users in a Multi-site network of up to 32 IP Office systems
·Up to 250 Avaya one-X portal for IP Office users (Power User, Teleworker, Office Worker and Mobile
Worker)
Licensing
Preferred Edition and User productivity solution licenses for the Applications Server are sold separately.
700289770
PWR CORD NA 18AWG 10 Amp AC (North America)
700289747
IPO/B5800 PWR LEAD (EARTHED) UK
700289762
IPO/B5800 PWR LEAD (EARTHED) EU
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 315
Issue 26.N (Friday, April 05, 2013)
Chapter 13.
User Call Control
Applications
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 316
Issue 26.N (Friday, April 05, 2013)
13. User Call Control Applications
Avaya provides the following call control applications:
·Avaya one-X™ Portal for IP Office
Avaya one-X™ Portal for IP Office is a server-based application that the user accesses with their web
browser. It can only be purchased as part of the IP Office Office Worker, Power User and Teleworker
user licenses.
·IP Office Video Softphone
The IP Office Video Softphone is a full feature telephony client that supports standard telephony
features as well as video conferencing on a PC running a Microsoft or Mac operating system.
·Flare Communicator
Avaya Flare Communicator is a collaboration software client that delivers an innovative interface for
real time communications for Windows and on the iPad. It enables users to handle phone calls, instant
messages, presence, enterprise contacts and launch e-mail, all from the same interface.
one-X Portal for IP Office
The Avaya one-X™ Portal for IP Office is an application that provides users control of their telephone from a
networked PC.
Avaya one-X™ Portal for IP Office can be used with any IP Office extension; analog, digital or any IP
telephones, wired or wireless, and is available as part of the IP Office Office Worker, Power User or Teleworker
user licenses only.
Avaya one-X™ Portal for IP Office is a server based application that the user accesses via web browser.
Via separate gadgets, Avaya one-X™ Portal for IP Office provides easy access to telephony features, call
information, call and conference control, presence and instant messaging, directory and Voicemail Pro
mailbox.
316
330
337
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 317
Issue 26.N (Friday, April 05, 2013)
Calls Gadget
Caller ID/Name Presentation
Caller ID is presented as standard (where provided) allowing users to see who's calling before answering. The
caller's phone number and name (if known to IP Office) are clearly shown in the call status area.
The same information is also displayed should a second incoming call be presented, allowing users to easily
switch between calls.
Desktop PC Telephony Controls
Avaya one-X™ Portal for IP Office has telephony buttons in the call gadget that activate standard telephone
functions such as Answer, Drop, Hold, Retrieve, Record, Mute, Consult and Transfer so that users don’t need
to remember IP Office specific feature codes. These functions are context sensitive and appear depending on
the status of the call. Keyboard shortcuts are available for Answer, Hold, Drop and Call functions and can be
configured by the user. Avaya one-X™ Portal for IP Office users can also select an option to enter Touch Tones
(DTMF digits) in an active call.
Active calls can be easily parked by clicking on a park slot whilst displaying the active call. Four Call Park slots/
zones, which can be shared between users and operators, or within a department on the same IP Office
system, further add to the ease with which the entire call handling process is streamlined with Avaya one-X™
Portal for IP Office. Such parked calls can be retrieved either through Avaya one-X™ Portal for IP Office, Phone
Manager, SoftConsole or a desktop phone. The call park slot names can be configured by the user.
Conferencing Controls
Avaya one-X™ Portal for IP Office allows the setting up of an ad-hoc conference call from calls on hold and/or
the directory, or a meet-me conference. It is possible to configure the Conference ID of the user for meet-me
conferences.
Once the conference is set up the conference originator will have the following functions:
·mute/unmute a party/oneself
·mute/unmute all
·drop a party from the conference
·hold the conference while others keep talking
·record the conference
·drop all parties in a conference
·lock/unlock a conference (meet-me conference only)
·Loudest speaker detection in an active conference (meet-me conference only)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 318
Issue 26.N (Friday, April 05, 2013)
Call Log Gadget
Call History
The call log displays details of calls you have made, received and missed and it will report the last 30 calls.
Users can use the call log to make a call or add the caller to the Personal Directory.
The call log shows the actual call history, independent of whether the user was logged in at the time or not.
The call log is centralized and also available on the desktop phone.
Calls are ordered in 4 tabs:
·All: all calls.
·Incoming
·Outgoing
·Missed
Each tab can be ordered by name, number, time of the call, duration, number of calls and call type. The order
can be ascending or descending.
To make a call from the call log, the user simply clicks on the number they wish to call.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 319
Issue 26.N (Friday, April 05, 2013)
Messages Gadget
Voicemail Access
Avaya one-X™ Portal for IP Office will show new, saved and old voicemails received and provides access into
the user mailbox allowing the user to play, rewind, fast-forward, save and delete messages.
The voicemails can be ordered by state (new, saved, read, private, urgent), caller, called party, time and
length. The order can be ascending or descending.
The user can easily call back the caller who left a message from the message gadget.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 320
Issue 26.N (Friday, April 05, 2013)
Directory Gadget
Directories
Avaya one-X™ Portal for IP Office can display several directories of names and associated telephone numbers.
·Personal Directory
This is the user’s own directory of names and numbers. The user can associate multiple numbers (e.g.
work, home, mobile, etc.) with a name and select which number to use when making a call. They can
also edit and change the directory entries. The personal directory can contain up to 100 entries. The
personal directory is common with the 1400, 1600 and 9600 Series telephones (as well as T3
telephones in selected EMEA countries).
oThe Avaya one-X™ Portal for IP Office user can add up to 4 additional tabs for personal directory
contacts,
·System Directory
This is the directory of names and numbers from the IP Office telephone system plus all the users and
groups on the telephone system. These entries cannot be changed, but the user can copy a system
directory entry into your personal directory and modify it.
·External Directory
The system administrator can configure Avaya one-X™ Portal for IP Office to access one external
directory (Active Directory / LDAP).
Searching the directories is easy: with the Personal Directory and the System Directory, as you enter a name
or number in the box at the bottom of the tab, only matching directory entries will remain in view.
With the External Directory, you must enter a name or number to perform a search.
The user can make a call directly from the directory gadget by clicking on the number associated with the
entry. If more than one number is available for this entry, they can choose which one to call.
Presence and Instant Messaging
Avaya one-X™ Portal for IP Office for IP Office provides a Presence and Instant Messaging Service that
facilitates communications both internal and external to the organization. It shows presence for any of the
people added in the Directory gadget.
The Directory gadget displays the presence status of a user that reflects telephony presence (phone activity
such as available/busy/ringing), user presence (Available/DND/Offline) and presence information from
Microsoft Exchange calendar mining (in an appointment, out of office set). In addition it supports Presence
Federation via XMPP which allows display of information published by buddies using other presence networks
such as the Google Talk network. With federation, a user can add a buddy on another system by specifying
that user's XMPP ID when defining the new buddy.
The Instant Messaging service allows users to communicate with internal and external users using instant
messages from within Avaya one-X™ Portal for IP Office.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 321
Issue 26.N (Friday, April 05, 2013)
Users can also set a custom Presence status message that will be published to their subscribers as illustrated
below.
The status can be:
State
Icon
Description
Available
available
The status indicates that you are available and can be called.
Busy
The status indicates that you have a call in progress.
Do Not Disturb
The status indicates that you have enabled Do Not Disturb on the phone
system. Calls to you are redirected to voicemail if available. Otherwise, the
callers receive a busy tone. The exception is calls from numbers that you have
added to your list of Do Not Disturb Exceptions.
Logged Out
The status indicates that you have not logged into the extension on the phone
system. Calls to you are redirected to voicemail if available. Otherwise, the
callers receive a busy tone. You cannot make calls. However you can still use
Avaya one-X™ Portal for IP Office to alter your configuration settings.
Ringing
This status indicates that the phone is ringing and you have an incoming call.
Unknown
unknown
This status indicates that your presence on the phone system is unknown. The
presence cannot be determined as the phone number is not an extension on
the IP Office
Presence within Avaya one-X™ Portal for IP Office allows the user to create sets of call redirection settings.
Through the configuration tab the user can create different Presence entries and associate different rules to
each such as forwarding to a different number or Do Not Disturb. In case of Do Not Disturb, the user can
establish a list of numbers (DND exceptions) from whom the user wants to receive calls.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 322
Issue 26.N (Friday, April 05, 2013)
My Buddy
The Directory gadget provides each Avaya one-X™ Portal for IP Office user with a "MyBuddy" icon. MyBuddy is
a virtual person that responds to commands entered by the user in his/her chat window. MyBuddy is always
online/available, has an Avaya Avatar, and has a status message of "Type help for a list of commands". A user
can type in commands for call management to place a call, find a person, list missed calls etc.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 323
Issue 26.N (Friday, April 05, 2013)
World Clock Gadget
The World Clock gadget shows you the current time in different time zones previously selected.
Agent Control Gadget
If the user is also a Customer Call Reporter agent, this gadget is displayed. Users can use it to see their
current agent state and change that state.
·In Agent Control Gadget, Agents are offered the ability to set their state as:
·Available
·After Call Work
·Busy Not Available
It can also be used to change the membership status in the different Customer Call Reporter queues to which
the user belongs.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 324
Issue 26.N (Friday, April 05, 2013)
Personalizing the Layout
There are a number of ways in which the Avaya one-X™ Portal for IP Office gadgets layout can be adjusted.
Any changes made are stored by the Avaya one-X™ Portal for IP Office in your user settings so the saved
version is always available when the user logs in again.
Change the Avaya one-X™ Portal for IP Office layout:
·Select a Skin – there are 2 skins available to choose from
·Change the Column Widths – the screen is in divided in two columns of variable width.
·Show/Hide a Gadget – it is possible to minimize unused gadgets and use the available space for the
used ones.
·Resize a Gadget – by dragging the resize icon at the bottom of the gadget it is possible to change the
size of a specific Gadget. You can also maximize a gadget to occupy the entire one-X Portal space.
·Move a Gadget – by dragging the gadget itself
·Default the Layout – go back to the factory default.
Extensibility with 3rd Party Gadgets
Avaya one-X™ Portal for IP Office for IP Office enables extensibility by allowing a user to add 3rd party
gadgets to the Avaya one-X™ Portal for IP Office. This allows a user to improve productivity by combining his/
her Unified Communications workspace with the personal workspace. An external gadget is a pre-built piece of
code that is remotely hosted and interacts with a third-party website to provide added functionality to a
website. Web gadgets from gadget providers/syndications like Google, Zoho, etc. are pre-integrated with
Avaya one-X™ Portal for IP Office client. Gadgets provided by default include gadgets from categories such as
Communication, Finance, Technology as well as Productivity utilities like calculators, language translators,
currency converters etc. The 3rd party gadgets can be added to a new tab within Avaya one-X™ Portal for IP
Office.
In addition to the third party gadgets provided with the default installation of Avaya one-X™ Portal for IP
Office, new gadgets can be added (configured) into the Avaya one-X™ Portal for IP Office system by the
Administrator for use by users. The Administrators can manually provision an external gadget by providing the
gadget parameters to add a gadget. They can also export and import gadgets to speed up installation time.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 325
Issue 26.N (Friday, April 05, 2013)
Profiles
By setting and creating using profiles the user is able to easily control where your calls are directed and how
they are treated.
There are 3 default profiles, called Office, Mobile and Home. These can be edited but not deleted. The user can
create up to 5 additional profiles. A special profile called Detected may also appear and it is displayed when
the current telephone system settings don't match any of the profiles.
By selecting which of the saved profiles is the current one, the user applies that set of settings to the
telephone system.
When creating or editing a profile, there are 4 settings that the user will have to select:
·Mobility - The user can choose between:
oThe default desk phone
oA number to forward the calls to
oMobile Twinning with the number to twin
oTelecommuter with the number where the user is based
·Voicemail - The user can choose to activate/deactivate the following options
oVoicemail on call not answered
oVoicemail ringback
oVoicemail Outcalling
oVoicemail to be listened to on PC or on phone.
oActive Greeting – The user can choose which recorded greeting to make active.
·Call Pick Up – on/off
Call Assistant
The one-X Call Assistant is an application that performs a range of functions, even if you have not logged into
Avaya one-X™ Portal for IP Office using the browser. When you make and receive calls, the one-X Call
Assistant displays messages on your Windows desktop even if you do not have Avaya one-X™ Portal for IP
Office running.
Call Assistant is an optional desktop application that enables the following functions:
·Screen pop when receiving a call
The screen will show the name (if in the personal or system directory) and number of the caller and
the user can answer or drop the call by clicking on the relevant button.
·Outlook Contact Pop
It will also give the option to automatically pop up the Outlook 2003/2007 Contacts entry for the
caller or the called.
·Hot Key
The one-X Call Assistant can be used to make a call by dialing a number selected in a Windows
application. To do this, simply select or highlight the number in the Windows application and then
press your one-X Call Assistant's hot key combination.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 326
Issue 26.N (Friday, April 05, 2013)
Feature Summary
Feature
Phone Manager
Lite
Phone Manager
Pro
Avaya one-X™
Portal for IP
Office
Web browser based
-
-
Yes
OS independent (Windows, Linux, Mac
support)
-
-
Yes
Click to dial
-
-
Future
Citrix/terminal server support
-
-
Future
Inbound/outbound call handling
Yes
Yes
Yes
Phone call control
Yes
Yes
Yes
Configure phone preferences
Yes
Yes
Yes
Configure keyboard short cuts
Yes
Yes
Yes
CLI (ANI) / Name display
Yes
Yes
Yes
Speed dial / Busy Lamp Field management
Yes - 15 icons
maximum.
Yes - 100 icons
maximum per
tab.
Yes - from
Personal &
System Directory
Speed Dial tabs (to group Busy Lamp Field
icons)
Yes - 1 tab.
Yes - 10 tabs
maximum.
Yes – 5 Personal
Directory tabs
maximum.
Transfer call by drag and drop to a speed dial
icon
–
Yes
-
View internal users’ presence
Yes (Telephony +
LCS[1])
Yes (Telephony +
LCS[1])
Yes (Telephony +
User Status) +
Custom Presence
status + Presence
from calendar
mining +
Presence from
other supported
networks
Send Instant Messages (IM) to internal users
Yes (requires LCS
[1])
Yes (requires LCS
[1])
IM to internal and
external users
from supported
Presence
networks
Telecommuter mode
–
Yes (not PC
Softphone)
Yes
Mobile Twinning Configuration
-
-
Yes
Call Pick Up
-
-
Yes
Compact mode
–
Yes
Yes – Call
Assistant
Personal Phone Directory
–
Yes - 1000
entries maximum.
Yes – 100 entries
maximum
System Phone Directory
–
Yes - 5000
entries maximum.
Yes – 5000
entries maximum
External Phone Directory (e.g. LDAP/Active
Directory)
–
Yes - 5000
entries maximum.
Yes - unlimited
Call history log – all, missed, messages
Yes – while
logged in.
Yes– while logged
in.
Yes - 24/7 call
log
Separated incoming/outgoing call log
–
Yes
Yes
Collect new voicemail messages
Yes
Yes
Yes
Voicemail box control (Intuity and IP Office
modes)
–
Yes
Yes
Personal Distribution List set up (Intuity
mode)
–
Yes
-
Incoming call scripting
–
Yes
-
Time on call
–
Yes
Yes
Advice of Charge (ISDN service provider
dependent)
Yes
Yes
-
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 327
Issue 26.N (Friday, April 05, 2013)
Feature
Phone Manager
Lite
Phone Manager
Pro
Avaya one-X™
Portal for IP
Office
Door opening control
–
Yes
Yes (via analog
extension)
Queue monitoring
–
Yes - 2 Queues
Future
Conference Control Display
Yes
Yes
Yes
Audio Conference Management
No
No
Yes
'Screen pop' contacts with Outlook
–
Yes
Yes
Simple Outlook contact record creation
–
Yes
-
Agent Mode
–
Yes
Yes
Distinctive Ringing (WAV file)
–
Yes
-
Post Connect dial (sending DTMF while
connected to another party)
Yes
Yes
Yes
VoIP mode (to run as an PC Softphone)
–
Optional license
Yes (with Power
User and
Teleworker
licenses only)
Video Softphone
-
-
Yes (with Power
User and
Teleworker
licenses only)
1. LCS: Microsoft Live Communications Server 2003.
Server, Browser and Other Requirements
·Phone support
Any telephone connected to IP Office, although handsfree operation is only supported on suitable
Avaya Digital and IP telephones.
·Server and Browser requirements
oAvaya one-X™ Portal for IP Office supports the following browsers:
·Microsoft Internet Explorer versions 7, 8, and 9
·Mozilla Firefox version 3.0 and above
·Apple Safari 4.0 and above
oThe server requirements for Avaya one-X™ Portal for IP Office deployments up to 200 users are:
·Intel Pentium D945 core/AMD Athlon 64 4000+; with 4 GB RAM and 20 GB free hard disk
space
·OS supported: Windows Server 2003 or 2008 (32 and 64 bit)
Note: Windows Server 2003 requires the hotfix found at http://support.microsoft.com/
kb/925336
oThe server requirements for Avaya one-X™ Portal for IP Office deployments greater than 200
users are:
·Intel Core 2 Duo CPU E8400 @ 3.00 GHz, 6GB RAM and 20GB free hard disk space
·OS supported: Windows Server 2008 (64 bit)
·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.
·Licensing
Avaya one-X™ Portal for IP Office requires a license for each user. The license can be an IP Office
Power User, Office Worker or Teleworker user license. The Telecommuter mode and IP Office Video
Softphone are available only with a Power User or Teleworker license.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 328
Issue 26.N (Friday, April 05, 2013)
Avaya IP Office Plug-in for Microsoft Outlook
Microsoft Outlook is an application that many knowledge workers invoke in the morning and keep running all
day. The IP Office Plug-in for Microsoft Outlook brings a subset of the Avaya one-X™ Portal for IP Office user
experiences to Outlook. The plug-in allows the user to communicate with contacts without leaving the Outlook
window and without needing to bring up separate client applications. This vastly improves user productivity.
Avaya IP Office Plug-in for Microsoft Outlook provides the following features:
·Initiate a voice call (to work, to home or other numbers)
·Get notifications for incoming calls with options to accept or reject
·Listen to voicemail
·View Call history
·Export Outlook contacts to Avaya one-X™ Portal for IP Office Server
·Show presence of users - Telephony presence, User presence of other system contacts, User
presence published by contacts on other presence networks (e.g.: GoogleTalk), Calendar presence
·"Collapse" plug-in window to avoid capturing the entire screen. UC features will continue to be
available to the Outlook user
·Click-to-Call options on context menu of a contact from Outlook Contacts directory or from Outlook
Calendar (number should be in Location field)
The Avaya IP Office Plug-in for Microsoft Outlook can be downloaded from the Desktop Integration tab of the
Avaya one-X™ Portal for IP Office. The plug-in is supported on the WinXP+SP3, Windows Vista and Windows7
operating system for Microsoft Outlook versions 2003, 2007 and 2010.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 329
Issue 26.N (Friday, April 05, 2013)
Avaya IP Office Plug-in for Salesforce.com
IP Office enables integration with Salesforce.com for business users. This integration enables Salesforce.com
customers that are using IP office for their telephony needs to control calls from within the Salesforce.com
portal itself. This integration is enabled by the "Avaya IP Office Plug-in for Salesforce.com," which is a
Windows application that runs in the system tray, and provides the following features from the Salesforce.com
soft client available within the Salesforce.com portal:
·Call Control (Make, Receive, Hold/Unhold, Transfer, Mute a call)
·Inbound and outbound calls automatically added to Salesforce.com portal call history
·Click to dial from any contact or phone number within Salesforce.com portal
·Screen pops of customer information (contact, case etc.) on caller-id and name for inbound and
outbound calls
The screenshot below captures the Salesforce.com Portal with the phone integrated to IP Office.
The Avaya IP Office Plug-in for Salesforce.com can be downloaded from the Desktop Integration tab of the
Avaya one-X™ Portal for IP Office. The plug-in is supported on the WinXP+SP3, Windows Vista and Windows7
operating systems.
Supported browsers
·For Windows XP: Internet Explorer 7.0 or later; Firefox 3.5 and Firefox 3.6
·For Windows 7: 64–bit Internet Explorer 8; Firefox 3.5 and Firefox 3.6
Licensing
Avaya IP Office plug-in for Microsoft Outlook and Avaya IP Office plug-in for Salesforce.com require an Avaya
one-X™ Portal for IP Office license for each user. This license is part of the IP Office Power User, Office Worker
or Teleworker user license and is not available separately.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 330
Issue 26.N (Friday, April 05, 2013)
IP Office Video Softphone
IP Office introduces – as part of the Teleworker and Power User package – a new softphone application; IP
Office Video Softphone, including a number of new features:
·A version of the client for the Mac OS environment (not functionally aligned with the Windows
version)
·Busy Lamp Field (BLF) busy beep support
·The ability to send and receive Instant Messages
·Video conference for up to six participants
·Support for the G.722 codec option
The IP Office Video Softphone is a full feature telephony client that supports standard telephony features on a
PC running Microsoft or Mac operating systems.
Support of several audio options including support of wireless headsets with full hook-switch support provides
a flexible telephone option, especially for people on the move.
IP Office Video Softphone is part of the Teleworker and the Power User package. An applicable Teleworker/
Power User license for the user of the IP Office Video Softphone is required; however IP Office Video
Softphone does not require any additional license, e.g. no (Avaya) IP-station license.
IP Office Video Softphone can run in two different operating modes - client mode and application mode.
IP Office Video Softphone Application Mode
IP Office Video Softphone runs in the background and standard call control is accomplished through
productivity applications, such as Avaya one-X™ Portal for IP Office that is part of the User profiles described
above. If run with Avaya one-X™ Portal for IP Office it provides the following additional value:
1.Consistent user interface when using Avaya one-X™ Portal for IP Office with a desktop phone, in
telecommuter mode or in combination with IP Office Video Softphone.
2.Off-line call log with updates even when IP Office Video Softphone is not logged in
3.Additional features of Avaya one-X™ Portal for IP Office, e.g. presence and instant messaging.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 331
Issue 26.N (Friday, April 05, 2013)
IP Office Video Softphone Client Mode
IP Office Video Softphone provides its own User interface, similar to a standard IP Office telephone for making
calls, transferring calls, multiple call appearances or making conference calls. A programmable feature button
list allows one-touch access to standard IP Office features. This is the preferred usage scenario for customers
not running other IP Office productivity applications like Avaya one-X™ Portal for IP Office. It is also the
preferred operation mode for users who want to smoothly migrate from their desktop phone or who use IP
Office Video Softphone only occasionally and prefer a phone-centric user-interface, with optional dial pad and
standard phone feature keys. The picture below shows the IP Office Video Softphone with dial pad and feature
keys, plus a view of the new Speed dial tab to illustrate the Busy Lamp Field.
IP Office Video Softphone - Speed dial tab and Busy Lamp Field.
The user interface is flexible, allowing adjustment for personal preferences with detachable specific windows
like the contact list window and Features buttons.
Contact list, detached
Feature buttons, detached
Speed dial buttons, detached
Softphone in smallest display mode
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 332
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 333
Issue 26.N (Friday, April 05, 2013)
Video Support
As well as audio calls, IP Office Video Softphone supports end to end video calls on a single IP Office or within
an IP Office Small Community Network. The IP Office Video Softphone also provides the ability to establish
video conference calls with up to six participants.
Video adds a new level of interaction to the standard phone communication so this is especially useful for
users working from a remote location, needing to get in touch with colleagues in the main site or when used in
an IP Office Small Community Network.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 334
Issue 26.N (Friday, April 05, 2013)
Feature Overview
The following feature overview is applicable when using the IP Office Video Softphone in Client mode. When
used in application mode, functionality depends on that application.
·Making and receiving calls
·Sending and receiving instant messages to/from contacts
·Multiple Call Appearances (No bridged or line appearances)
·Hold, transfer (attended and unattended)
·Message waiting with direct voicemail access
·Audio Conference (IP Office based)
·Video Conference (softphone based)
·Local call log, local directory
·Access to IP Office directory (system, corporate, personal)
·Feature keys for up to 12 IP Office features like:
oForwarding (various methods like all, busy, no answer)
oPark/Unpark
oPick up (any, group, member)
oVoice-Mail on/off
·Speed Dial Tab with Busy Lamp Status:
oFree Configurable Speed Dials: 12-60 Buttons
oVisual Indication of User Status (Busy, Alerting)
oPick-Up of Alerting calls
oBusy beep support
Features keys can be selected and self administered from a list of features that is downloaded from IP Office.
If equipped with an audio device with hook switch control, IP Office Video Softphone allows calls to be made or
answered even when the screen-saver of a PC is activated and the PC is locked. Until the PC is unlocked, no
screen will be shown but ringing calls can be accepted through e.g. a headset with hook-switch.
Licensing and Provisioning
IP Office Video Softphone forms part of the Teleworker or Power User profile. A user can log onto the IP Office
Video Softphone using their normal username and password. License entitlement will be checked against that
user before the login is accepted.
Unlike Avaya hard telephones, IP Office Video Softphone does not require an Avaya IP Phone License to work
on IP Office.
While the IP Office Video Softphone is a thick client application, it is extremely easy to install and provision.
Installation of the application on a standard PC requires minimal to no configuration as all provisioning of the
product is done from the IP Office as a provisioning server.
If a DHCP server is present and set up correctly, Softphone will completely configure itself. The user only
needs to enter the username and password to get connected.
If DHCP is not available, the user needs to enter a single IP address of the IP Office; all other parameters will
be set automatically.
IP Office Video Softphone can be set up so that, when the PC starts up, the application is automatically started
with the default username and password. The user can disable automatic login as well as interrupt it any time.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 335
Issue 26.N (Friday, April 05, 2013)
Username and Twinning
When logged in to IP Office Video Softphone with their username and password, the user will automatically be
logged off from their existing desktop extension, so the user is fully available on their normal number without
any additional steps.
For users that are using a physical telephone e.g. in the office, this is very convenient as they do not use a
different extension for Softphone calls. All calls will be routed automatically to the IP Office Video Softphone
when logged in. There is no need to use twinning to tie the IP Office Video Softphone to the standard desktop
phone.
Supported Audio and Video Hardware
IP Office Video Softphone can run with any Windows or Mac sound device supporting full-duplex quality. If
possible, audio devices are automatically detected and allocated to the IP Office Video Softphone.
IP Office Video Softphone supports simultaneous operation of two sound devices, e.g. a headset or USB
handset for normal calls and a USB handsfree unit for handsfree operation. It is possible to switch between the
sound devices at any time during the call.
For alerting, in addition to that the PC speakers can be activated to ring the phone.
For ease of use, similar to desktop telephones, IP Office Video Softphone supports USB devices for audio as
well as for call control, e.g. accepting and terminating a call. IP Office Video Softphone supports the "HID"
standard for USB devices allowing generic USB devices to be configured.
Supported Audio and Video Codecs
IP Office Video Softphone supports G.711, G.722, and G.729 Audio Codecs. Audio Codec negotiation is done
by IP Office in order to ensure best quality for local or SCN calls. At login, the user can select the default
mode, e.g. best quality or low bandwidth for remote operation.
For video, IP Office Video Softphone supports H.263, H.263+ and H.264 Video Codecs with resolution of up to
1280 x 768 pixels and 30 frames per second.
Resolution
Pixel
Typical Net Video Bandwidth
Requirement
H.263
H.264
Low
176 x 144 (QCIF)
64 kbps
45 kbps
Standard
320 x 200 (QVGA)
162 kbps
114 kbps
High
640 x 480 (VGA)
776 kbps
545 kps
Note: The above numbers show an average bandwidth requirement but peak usage might be higher. The
above numbers do not include the audio-bandwidth.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 336
Issue 26.N (Friday, April 05, 2013)
Supported Languages
Currently the following languages are supported:
·English
·French
·Italian
·Portuguese
·Russian
·Simplified Chinese
·Spanish
The product will support more languages in the future.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 337
Issue 26.N (Friday, April 05, 2013)
PC Requirements
Processor:
·Minimum: Pentium 4 2.4 GHz or equivalent, Video Card with DirectX 9.0c support
·Optimal: Intel Core Duo or equivalent, Video Card with DirectX 9.0c support.
Memory:
·Minimum: 1 GB RAM
·Optimal: 2 GB RAM
Hard Disk Space: 50 MB
Operating System: Windows XP Service Pack 2, Windows Vista, 32-bit and 64-bit, Windows 7 32-bit and
64-bit.
Additional: Microsoft Windows Installer 3.1, Microsoft .NET 3.5 SP1, Microsoft VC 9.0 Runtime Service
Pack 1
Connection: IP network connection (broadband, LAN, wireless)
Sound Card: Full-duplex, 16-bit or use USB headset
For HD video, the minimum requirements are Intel Core 2 Duo 2.3 GHz or equivalent, hardware
video acceleration, camera and 2GB RAM
Note that these are recommendations. Depending on other applications on the PC, Softphone cannot
guarantee uninterrupted Voice and/or Video quality. While Softphone runs with high priority on the PC in order
not to be impacted by normal applications other programs with similar priority could impact Softphone
performance. Example applications could be other Multimedia or communication applications like web-sharing
programs or programs that are essential for PC performance like some Virus-scanners or firewall programs.
Mac Requirements
Processor:
·Minimum: Pentium 4 2.4 GHz or equivalent, Video Card with DirectX 9.0c support
·Optimal: Intel Core Duo or equivalent, Video Card with DirectX 9.0c support.
Memory:
·Minimum: 1 GB RAM
·Optimal: 2 GB RAM
Hard Disk Space: 50 MB
Operating System: Mac OS 10.6 (Snow Leopard)
Connection: IP network connection (broadband, LAN, wireless)
Sound Card: Full-duplex, 16-bit or use USB headset
For HD video, the minimum requirements are Intel Core 2 Duo 2.3 GHz or equivalent, hardware
video acceleration, camera and 2GB RAM
Note that these are recommendations. Depending on other applications on the Mac, IP Office Video Softphone
cannot guarantee uninterrupted Voice and/or Video quality. While IP Office Video Softphone runs with high
priority on the Mac in order not to be impacted by normal applications, other programs with similar priority
could impact IP Office Video Softphone performance. Example applications could be other Multimedia or
communication applications like web-sharing programs or programs that are essential for performance like
some Virus-scanners or firewall programs.
Flare Communicator
Avaya Flare Communicator is a collaboration software client that delivers an innovative interface for real time
communications for Windows and on the iPad. It enables users to handle phone calls, instant messages,
presence, enterprise contacts and launch e-mail, all from the same interface. Flare communicator delivers the
intuitive graphic design of the Avaya Flare® Experience—"spotlights," media menu, notification bar, and
contact cards. This provides a new level of collaboration for users and is the first step in extending the Avaya
Flare Experience to non-Avaya devices.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 338
Issue 26.N (Friday, April 05, 2013)
With its contextual, people-centric design, the Avaya Flare Communicator for IP Office will make
communications and collaboration easier and more convenient than ever before for SME and mid-market
customers.
Flare Communicator Solution Architecture
Flare Communicator for IP Office communicates with both IP Office and one-X Portal to provide communication
and collaboration features. Telephony features such as make/receive calls, hold/un-hold, mute/un-mute,
DTMF, MWI etc. are provided by IP Office 500v2 and UC features such as IM, presence, and enterprise
contacts are provided by the one-X Portal server.
If one-X Portal server is unavailable, either due to licensing restriction or connectivity issues, the Flare
Communicator client will work in a telephony-only mode providing only telephony features.
Flare Communicator for Windows
Flare Communicator for Windows integrates voice, presence, IM, and directories into one unified offering for
Windows laptops and desktops over a LAN connection. It allows users to gain integrated access to
communications modes—move among drag-and-drop voice, IM, email, call history, and more.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 339
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 340
Issue 26.N (Friday, April 05, 2013)
Real-time Communication and Collaboration Features
Flare Communicator for Windows will support the following real-time communication and collaboration features
for IP Office:
Contact management features
·IP Office System and Personal contacts
·Outlook contacts (appended to Personal contacts)
·Index, scroll through contacts
·Filter contacts
·Touch to add contact
·Search for enterprise contacts and touch-to-call from search results
Voice call features
·Make, Receive, and Disconnect calls (2-party)
·Mute, Unmute, Hold, and Resume calls
·Manage up to three concurrent voice calls
·DTMF mode
·Message Waiting Indicator
·Dial into a voice conference bridge
Collaboration features
·View telephony and user presence of IP Office users
·Set your telephony and user presence
·IM between IP Office soft clients (2-party)
·Escalate from an IM message to a voice call
·Launch emails from a spotlight or contact card
Installation and Configuration
For installation of Flare Communicator for Windows:
·Download and install the application from the Avaya support site at http://support.avaya.com
or
·Configure the application settings by providing the IP Office 500v2 or IP Office on Linux IP address and
port, domain, dialing rules (optional), enterprise directory settings (optional) on the Settings tab
Operating System and Device Support
Flare Communicator for Windows is supported on the following Windows operating systems:
·Microsoft® Windows® 7 Enterprise Edition
·Microsoft Windows 7 Ultimate Edition
·Microsoft Windows 7 Professional Edition
·Microsoft Windows XP Home Edition (32-bit) with Service Pack 3 or higher
·Microsoft Windows XP Professional Edition (32-bit) with Service Pack 3 or higher
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 341
Issue 26.N (Friday, April 05, 2013)
Flare Communicator for iPad
Flare Communicator for iPad integrates voice, presence, IM, directories into one unified offering for IP Office
customers over Wi-Fi or 3G cellular and VPN connections.
Flare Communicator for iPad brings enterprise communication capabilities to the iPad tablets for IP Office
customers. It is a software-only solution that can be easily downloaded (from the Apple App Store), and is the
first step in extending the Avaya Flare Experience to non-Avaya devices.
With Flare Communicator, IP Office customers can use iPad devices for:
·Easy, ubiquitous access to the real-time communications tools they rely on every day(phone, presence,
IM, etc.)
·Blending real-time communications and business processes, such as mobile sales
·Taking advantage of Wi-Fi and 3G connectivity for cost-saving VoIP
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 342
Issue 26.N (Friday, April 05, 2013)
Real-time Communication and Collaboration Features
Flare Communicator for iPad will support the following real-time communication and collaboration features for
IP Office:
Contact management
·Local iPad contacts and IP Office System and Personal contacts
·Index, scroll through contacts
·Filter contacts
·Touch to add contact
·Search for enterprise contacts and touch-to-call from search results
Voice calls
·Mute, Unmute, Hold, Resume
·Manage up to two concurrent voice calls
·DTMF mode
·Dial into a voice conference bridge
Collaboration
·View telephony and user presence of IP Office users
·Set your telephony and user presence
·IM between IP Office soft clients (2-party)
·Escalate from an IM message to a voice call
·Launch emails from a spotlight or contact card
Installation and Configuration
For installation of Flare Communicator for iPad:
·Download and install the application from the Apple iTunes store
or
·Configure the application settings by providing the IP Office 500v2 or IP Office on Linux IP address and
port, domain, dialing rules (optional) enterprise directory settings (optional) on the Settings tab.
Operating System and Device Support
Flare Communicator for iPad will be supported on the following Apple iPad tablets and Operating System
versions:
·iPad2 (or newer) with iOS 5.0+
Localization
Flare Communicator iPad for IP Office will be localized for the following languages: English, Chinese, French,
German, Italian, Japanese, Korean, Portuguese, Russian, and Spanish.
Flare Communicator Windows for IP Office will be available only in the English language at GA.
Licensing
The Flare Communicator collaboration software client will be available on the following IP Office editions with
the following add-on license:
IP Office Edition
Add-on License
Feature-set
Essential Edition
Avaya Softphone license
·Telephony functions, IP Office system contacts,
local contacts, call logs (application-side)
·Flare Communicator for Windows and iPad
Preferred/Advanced/
Server Edition
Office Worker or Power
User
·Telephony functions, IP Office system contacts,
one-X Portal personal contacts, local contacts
and call logs, presence, 2-party IM
·Flare Communicator for Windows and iPad
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 343
Issue 26.N (Friday, April 05, 2013)
Chapter 14.
Receptionist
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 344
Issue 26.N (Friday, April 05, 2013)
14. Receptionist
SoftConsole is the PC based Windows Receptionist solution for IP Office. It can be purchased with the
Receptionist user license.
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 can be minimized in the Windows system tray
when not in use, but will pop up on the screen when a call is received.
SoftConsole has been designed to be easy to use, while offering a look and feel which will appeal to
experienced and novice operators alike.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 345
Issue 26.N (Friday, April 05, 2013)
The SoftConsole screen is divided into the following areas:
·Main Menu Bar
Commands and actions are available through menus. Some features can only be used when the right
conditions. If they are not available, the feature will be "grayed out" until conditions change that allow
the feature to be used. The following features are available on the tool bar:
·Login.
·Save Profile.
·New call.
·Answer call.
·Hold call.
·Transfer call.
·Transfer complete.
·Reattempt transfer.
·Conference.
·Hang up.
·Page.
·Record call.
·Compact view.
·Dial Pad.
·Access conference room 1.
·Access conference room 2.
·Options.
·Call Details Panel
The call details panel on the left shows details of the current call which will include the following
information:
·Calling Name
The system directory name associated with the calling
number.
·Calling Number
The telephone number of the call originator.
·Called Name
The system user name or hunt group name associated
with the called number.
·Called Number
The extension number the incoming call has been
routed to by the system.
·Call Status
States the progress of a call. The border around
the call status panel changes color to indicate the
status of the call.
·Call Duration
The length of time that the has been in the state
as indicated by the Call Status
·Notes
This area displays notes or information about the
call i.e. when a call has been returned as there
was no answer from the extension it was
transferred to. If annotation is attached to the
call, details are shown in the Notes area.
If a new call arrives, the call details panel will display the calls waiting to alert the operator and allow
answering of the call based on the Caller ID.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 346
Issue 26.N (Friday, April 05, 2013)
·Directory Panel
The directory panel on the right shows information on following:
·Directory entries
Including IP Office users, hunt groups and external directory user (non IP Office extensions)
·Single directory entry details
Including IP Office users, hunt groups and external directory user (non IP Office user).
·Script
When a script has been configured for either the calling or called number, the script is displayed in
this panel. For example, an operator may be answering calls on behalf of more than one company. To
ensure the call is answered with the correct company name a script file can be created with the
company name details. The script is displayed whenever a call is received for that company.
·Conferencing
Within SoftConsole, calls can be conferenced when held, or a conference can be created through the
two conference rooms:
oConference Held Calls
An operator can conference calls that are in the Held Panel. All calls in the Held Panel will be
conferenced.
·Queue Panel
The queue panel displays a bar graph of the number and the status of external calls held in a
particular queue. Up to 8 Call queues can be configured and labeled to reflect incoming calls for
specific hunt groups.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 347
Issue 26.N (Friday, April 05, 2013)
·Held Calls Panel
The held call panel enables the operator to manage all calls held at the operator station. These calls
will appear as a list in panel. The operator can perform the following the functions: Answer the
highlighted held call, Answer the longest held call, Conference held calls (see conferencing section
above) or Transfer held call.
·BLF Panel (Busy Lamp Field Panel)
The BLF panel displays icons to indicate the status of selected users. Each icon provides information
on individual users such as: Unread 'User' voicemail messages, User status information, for example
Busy, DND and Forwarded is indicated by the various icons used. Up to 10 tabs with 100 icons on
each tab are supported.
·Park Slot Panel
The park slot panel can contain up to 16 system-wide park slots with specific Park ID's for each slot.
·Call History
SoftConsole's call history keeps a combined record of up to 100 (incoming, outgoing and missed) calls
while the application is active Double-clicking any logged call dials that number.
·Status Bar
This Shows current status of the system and is divided into four sections that display current
connection status, current Profile name, information messages and The number of new voice mail
messages for the operator. Information messages include any alarm conditions that are present
within the system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 348
Issue 26.N (Friday, April 05, 2013)
SoftConsole Options
SoftConsole has many configurable options available to the operator to personalize the look and feel. The
following configuration options are available:
·Incoming Calls
This tab enables the operator to manage the local SoftConsole directory by creating, editing and
deleting entries from the selected directory. Also the operator is able to associate a script or media
file with each specific entry.
·Queue Mode
This tab enables the operator to configure the queue window with up to 8 hunt group queues, which
will include a recall queue. Queues can be created, edited and deleted while also providing the
operator with the additional benefit of positioning them in the queue window in order of operator
preference. Management by exception is used to monitor queue status by enabling the operator to set
up various alarm thresholds such as the Number of calls in queue and Longest waiting call time. A
WAV media file can be associated with an alarm for further customization.
·Park Slots
This tab enables the operator to define which park slots are accessible on a system wide basis up to a
maximum of 16. The operator is also able to assign which numbers are used to access each park slot
and where the slot appears in the park slot panel.
·BLF Groups
This tab allows the operator to create and edit BLF groups.
·Door Entry
This tab allows the operator to configure up to two door entries.
·Directories
This tab enables the operator to choose access to the following directories: SoftConsole local
directory, IP Office system directory and Microsoft Outlook contacts. Once chosen, the operator is
able to map fields to directory entries.
·Conferencing
This tab allows the operator to set up the names of the two conference rooms. The names will appear
on the telephone displays of users in the conference room (maximum of 10 characters).
·Keyboard Mapping
This tab allows the operator to assign keyboard short cut keys for SoftConsole functions.
·Keyboard Actions
This tab allows the operator to specify the default action when alphabetic or numeric characters are
pressed.
oAlphabetic Keystrokes: Begin directory search or Open call annotation window
oNumeric Keystrokes: Begin directory search or Open pop-up dial pad
·Appearance
This tab allows the operator to change the appearance of SoftConsole fonts, skins and the call
information window color.
·SoftConsole
This tab allows the operator to save the changes made to the configuration of SoftConsole either
automatically or manually to a local configuration file on the PC.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 349
Issue 26.N (Friday, April 05, 2013)
SoftConsole Administration
SoftConsole has an administration mode that enables the operator to configure the following settings:
·Control panel views
The BLF panel, call history panel, held calls panel and park slot panel can be hidden or made visible.
·Change the Administrator password
·Edit operator profiles
Each operator can have a personalized profile, which can be configured by the administrator.
·Create and modify templates
SoftConsole comes with three predefined templates, which can be modified, or new templates can be
created.
·Specify the maximum length of call notes
IP Office supports a wide range of different telephone types. These have different display sizes so the
operator can define the character length of messages sent to each user according to the type of
phone they use.
·System Tray working
The application can be minimized and left running in the system tray so that it can pop on received
calls.
SoftConsole Telephone Requirements
·SoftConsole provides extensive call management, but it still requires an IP Office telephone to provide
the speech path. SoftConsole has been tested and is certified to work with all Avaya wired digital and
IP telephones that are listed in the "Telephones" chapter.
·SoftConsole cannot be used with IP DECT 3700 Series telephones.
108
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 350
Issue 26.N (Friday, April 05, 2013)
SoftConsole PC Requirements
·IP Office software Release 2.0 or later.
·PC requirements:
oAlways refer to the latest Avaya SME Technical Tip or Technical Bulletin for any updated
information with regard to Operating Systems, Service Packs or PC hardware.
oRefer to Technical Specifications section of the Product Description for Operating System and
Hardware requirements.
·A maximum of four SoftConsole applications can be run per system. An IP Office license controls the
number of simultaneous SoftConsole users.
·SoftConsole requires a SoftConsole license for each user. This license is part of the IP Office
Receptionist user license.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 351
Issue 26.N (Friday, April 05, 2013)
Chapter 15.
Computer Telephony
Integration
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 352
Issue 26.N (Friday, April 05, 2013)
15. Computer Telephony Integration
Computer Telephony Integration (CTI) is about bridging the gap between the telephone system and business
applications. On IP Office, this is achieved by use of the IP Office CTI Link, a CTI middleware product and
Software Developers Kit.
On IP Office, CTI is delivered through adherence to open standards. This gives businesses access to a wide
range of third-party solutions, addressing vertical markets, and designed to meet their requirements. For
developers, migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI
features IP Office offers makes it easy to demonstrate full integration, and more business benefits.
IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge, provides all the
functionality required to support the vast majority of applications, including screen-popping, and many third-
party products.
CTI Link Pro provides enhanced functionality, including the ability to control multiple telephones and gives
access to advanced call center operation.
Because IP networking is integrated into the IP Office system, all CTI is done through the LAN. This introduces
additional points of failure, as well as relying on non-standard interfaces and handsets. On IP Office, all devices
can be used with CTI.
CTI with IP Office
IP Office offers a significant CTI capability. Six interfaces are currently supported:
·TAPILink Lite
Provides first-party CTI support for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can control or
monitor one phone. The software components are supplied with the IP Office system on the User CD,
and do not required a license key for use.
·TAPILink Pro
Provides third-party CTI support for TAPI 2.1 and 3.0. These components are identical to their first-
party equivalent; the presence of the CTI Link Pro RFA license key (which can be purchased in the
usual way for products) enables this additional functionality.
·TAPI-WAV driver
Provides software-based support for voice processing. The TAPI-WAV driver is for use with TAPI 2.1
only; for TAPI 3.0, IP Office supports the Media Service Provider (MSP) interface, defined by Microsoft
in TAPI 3.0. This functionality will only work in conjunction with CTI Link Pro and also requires TAPI
WAV licenses. Each license enables 4 ports of voice processing.
·DevLink Pro
Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR. The
real-time event stream takes the form of a call record, which is issued whenever the state of any
endpoint of a call changes (typically there are two end points on a call, but for some circumstances,
such as conference calls, intruded calls there may be more).
·IP Office SMDR
Provides an interface to obtain SMDR events. A comma-separated record is issued for each call, when
the call is completed. This interface is designed for call accounting and call billing applications. The IP
Office SMDR can be output direct from the IP Office control unit to a designated IP address and port.
·IP Office Software Development Kit
This toolkit is delivered on a single CD, containing the developer documentation for TAPILink Lite,
TAPILink Pro, DevLink Lite and DevLink pro, as well as pre-compiled programs for exploring TAPI 2.1
and 3.0. In addition, example source code is included, making it easy for developers to become
familiar with IP Office CTI interfaces.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 353
Issue 26.N (Friday, April 05, 2013)
TAPILink Lite (1st Party TAPI Support)
TAPILink Lite provides simple first-party CTI via Microsoft TAPI 2.1 and 3.0. Individual desktop PCs connected
to the Local Area Network communicate with IP Office via an IP connection over the LAN. Each PC is capable of
controlling one telephone device (see diagram below).
Microsoft TAPI 2.1 and 3.0 are specifications and developers interfaces for controlling and monitoring a
telephony device. The specification requires that a certain amount of core functionality is implemented, and
additionally defines a series of optional functionality that switch vendors may also implement.
TAPILink Pro (3rd Party TAPI Support)
TAPILink Pro provides all of the features and functionality of TAPILink Lite, but additionally provides third party
CTI operation. This means that a single server can control and monitor any number of telephone devices.
In addition, TAPILink Pro provides the ability to monitor and control groups. This allows an application to be
notified when a call enters a queue, and can also redirect it to another location.
TAPILink Pro also supports additional TAPI functionality that is not available through TAPILink Lite. This
functionality is supported through the LineGetLineDevStatus and LineDevSpecific calls. The additional features
are:
·Agent login.
·Agent logout.
·Set and retrieve divert destination.
·Set and retrieve extended divert status (Forward All Calls, Forward on Busy, Forward on No Answer,
Do not Disturb).
·Retrieving the extension locale (language).
·Set and clear the message waiting lamp.
·Enable and disable group membership.
·Generate and detect DTMF digits and tones (requires the TAPI-WAV driver).
Support for Developers
The Developer Connection Program ("DevConnect") is the Avaya developer partner program, and is designed
for third-party companies who are creating a product for sale, and who wish to receive technical support.
Membership of the program is at the sole discretion of Avaya.
DeveloperConnect members pay an annual fee, for which they receive technical support directly from Avaya.
In addition, Avaya will perform interoperability testing between IP Office and the member's product, and may
also create opportunities for joint marketing, including exhibitions, use of Avaya's logo, and other benefits.
More information on the DeveloperConnect program can be found at www.devconnectprogram.com.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 354
Issue 26.N (Friday, April 05, 2013)
TAPI Functions Supported by IP Office
TAPI 2.1 Functions Supported
TAPILink Lite provides the following functionality for TAPI 2.1:
·lineAddToConference
·lineAnswer
·lineBlindtransfer
·lineCompleteTransfer
·lineConfigDialog
·lineClose
·lineDeallocateCall
·lineDial
·lineDrop
·lineGetAddressCaps
·lineGetAddressID
·lineGetAddressStatus
·lineGetAppPriority
·lineGetCallInfo
·lineGetCallStatus
·lineGetDevCaps
·lineGetID
·lineGetLineDevStatus
·lineHold
·lineInitialiseEx
·lineMakeCall
·lineNegotiateTAPIVersion
·lineOpen
·linePark
·lineRedirect
·lineRemoveFromConference
·lineSetAppPriority
·lineSetAppSpecific
·lineSetCallPrivilege
·lineSetStatusMessages
·lineSetupTransfer
·lineShutdown
·lineSwapHold
·lineUnhold
·lineUnpark
·lineSetCallData
·lineDevSpecific
·lineGenerateDigits
·lineGenerateTone
·lineMonitorDigits
·lineMonitorTones
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 355
Issue 26.N (Friday, April 05, 2013)
TAPI 3.0 functions supported
The following functions are supported using TAPI 3.0:
ITTAPI:
·Initialize
·Shutdown
·EnumerateAddresses
·RegisterCallNotifications
·Put_EventFilter
ITAddress:
·get_AddressName
·get_dialableAddress
·get_ServiceProviderName
·CreateCall
ITMediaSupport:
·get_MediaTypes
ITCallInfo:
·get_Address
·get_CallState
·get_CallInfoString
·SetCallInfoBuffer
ITBasicCallControl:
·Connect
·Answer
·Disconnect
·Hold
·SwapHold
·ParkDirect
·Unpark
·BlindTransfer
·Transfer
ITCallStateEvent:
·get_Cause
·get_State
·get_Call
ITCallNotificationEvent:
·get_Call
ITCallInfoChangeEvent:
·get_Call
ITCallHubEvent:
·get_Event
·get_Call
Notes:
·TAPILink Lite can be used from C, C++ and Delphi. Visual Basic cannot directly use TAPI 2.1, but
does support TAPI 3.0 without any third-party tools.
·TAPILink Lite provides detailed information on telephony events, including the ability to screen-pop
based on CLI and/or DDI.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 356
Issue 26.N (Friday, April 05, 2013)
Device-Specific Data
The following table shows the device specific data available via TAPI.
·Phone's extension number
·Forward on busy flag
·Forward on no answer flag
·Forward unconditional flag
·Forward hunt group flag
·Do not disturb flag
·Outgoing call bar flag
·Call waiting on flag
·Voicemail on flag
·Voicemail ring-back flag
·Number of voicemail messages
·Number of unread voicemail messages
·Outside call sequence number
·Inside call sequence number
·Ring back sequence number
·No answer timeout period
·Wrap up time period
·Can intrude flag
·Cannot be intruded upon flag
·X directory flag
·Force login flag
·Login code flag
·System phone flag
·Absent message id
·Absent message set flag
·Voicemail email mode
·User's extension number
·Users Locale
·Forward number
·Follow me number
·Absent text
·Do not disturb exception list
·Forward on busy number
·User's priority
·Number of groups the user is a member of
·Number of groups that the user is a member of that are
currently outside their time profile
·Number of groups the user is currently disabled from
·Number of groups that the user is a member of that are
currently out of service
·Number of groups that the user is a member of that are
currently on night service
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 357
Issue 26.N (Friday, April 05, 2013)
DevLink Fields
The following table shows the device specific data available via DevLink.
#
Field Data ( S Message )
#
Field Data ( S Message )
1
A call id
26
Voicemail disallow
2
B call id
27
Sending complete
3
A state
28
Bc.tc,bc.tm
4
B state
29
Owner hunt group name
5
A connected
30
Original hunt group name
6
A is music
31
Original user name
7
B connected
32
Target hunt group name
8
B is music
33
Target user name
9
A name
34
Target RAS name
10
B name
35
Is internal call
11
B list (possible targets for the call)
36
Time stamp
12
A slot ,channel
37
Connected time
13
B slot , channel
38
Ring time
14
Called party presentation and type
39
Connected duration
15
Called party number
40
Ring duration
16
Calling party presentation and type
41
Locale
17
Calling party number
42
Park slot number
18
Called sub address
43
Call waiting
19
Calling sub address
44
Tag
20
Dialled party type
45
Transferring
21
Dialled party number
46
Sv active
22
Keypad type
47
Sv quota used
23
Keypad number
48
Sv quota time
24
Ring attempt count
49
Account code
25
Cause
50
Unique call identifier
#
Field Data ( D Message )
#
Field Data ( A Message )
1
A call id
1
A call id
2
B call id
2
B call id
3
Unique call identifier
3
Unique call identifier
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 358
Issue 26.N (Friday, April 05, 2013)
Chapter 16.
Messaging
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 359
Issue 26.N (Friday, April 05, 2013)
16. Messaging
Messaging enables users to manage all of their messages, in particular emails and voicemails, in one place.
Since the main messaging platform is typically email, IP Office Preferred Edition enables voicemails to be
managed via the email system in order to keep all messages synchronized through one user interface.
Essential Edition also enables some basic messaging through the ability to forward voicemail messages to the
user’s email inbox.
Voicemail in general provides a telephone answering machine with a personalized greeting on every
employee's desk and allows callers to leave spoken messages when the user cannot answer a telephone call.
Voicemail messages are retrieved either locally or remotely via any telephone (users are prompted for a PIN if
they are using any telephone other than their allocated extension or a trusted location e.g. mobile telephone).
The voicemail server is multi-lingual and can offer different prompts depending on the user's preferred
language, independently of the default system setup. Similarly, external callers can hear prompts in their own
language depending on their incoming call route (e.g. based on caller ID).
Voicemail options available are:
IP Office Essential Edition:
·Embedded Voicemail
IP Office Preferred Edition:
·Voicemail Pro – for single site use but use in a Multi-site Networking (SCN) from remote users
·Distributed Voicemail Pro – for multi-site use in a Small Community Network (SCN)
·Centralized INTUITY Audix / Modular Messaging Voicemail – for use with Avaya
Communication Manager
IP Office Preferred Edition is available for Windows and Linux OS. The Preferred Edition on Linux provides
the same functionality as described further in this chapter, with the following exceptions:
·Web Voicemail is provided by the user productivity application Avaya one-X™ Portal for IP Office
which comes with Office Worker, Teleworker and Power User licenses.
·VPNM
·IVR related actions (Database and VB Scripting)
·Voice Recording Library Authentication (VRLA)
Positioning Summary
For further details refer to Voicemail Feature Comparison at the end of this section.
Feature
Preferred Edition
Voicemail Pro
Essential Edition
Embedded Voicemail
Supported IP Office Systems
IP500 V2
IP500
IP500 V2
IP500
Mailboxes
IP Office creates mailboxes for each user and hunt
group on the system based on channel licenses
Message Storage Capacity
1MB per minute up to hard
disk capacity
Up to 15 hours.
Maximum Simultaneous Calls
Up to 40[1]
IP500 V2 = Up to 6[2]
IP500 = 4
Resilience and Backup
Yes
No
Small Community Network (SCN)
centralized operation
Yes
No
Distributed Voicemails in an SCN
Yes
No
Voicemail to email forwarding
Yes
Yes
Unified Messaging (UMS)
Yes
No
Microsoft Exchange Server 2007/2010
Integration
Yes
No
Centralized operation.
Yes
No
Queue Announcements
Yes
Yes
Auto Attendant
Yes
Yes
Call Recording
Yes
No
Intuity Emulation
Yes
Yes
392
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 360
Issue 26.N (Friday, April 05, 2013)
1. Up to 40 in a single-site environment, additional ports can be added in a SCN environment by Distributed
Voicemail Pro.
2. The first two ports are included in the basic IP Office system price. Additional 4 ports(sold in pieces of 2)
can be purchased and licensed separately.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 361
Issue 26.N (Friday, April 05, 2013)
IP Office Essential Edition - Embedded Voicemail
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 favored option for an entry-level voicemail service. As built-in
functionality of the IP500 and IP500 V2 hardware it requires no separate server. The Embedded Voicemail is
enabled by purchasing the IP Office Essential Edition.
Key features of Embedded Voicemail include:
·Up to 6 ports of voicemail on IP500 V2
·IP500 V2: The first 2 ports are included in the basic system. Up to four additional ports can be added
simply by purchasing two 2-port add-on license keys
·IP500: Maximum 4 ports of voicemail
·With an increasing number of ports the message storage capacity is increased simultaneously:
o2 ports: Up to 15 hours
o4 ports: Up to 20 hours
o6 ports: Up to 25 hours
·Configurable recording time: Default value 2 minutes, maximum value 3 minutes
·Multiple languages stored on the system
·Help menus via *4. Greetings and mailbox navigation.
·Send an email containing either notification or the complete voicemail message
·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 access (e.g. *17)
·40 configurable Auto Attendants with 3 time profile base greetings per Auto Attendant
·Up to 12 menu items per Auto Attendant with automatic time-out to fallback number.
·Auto attendant supports Dial by Name and direct Dial by Number (dial extension number without
dialing access digit first)
·Access and control of voicemail via the digital or IP telephone display (Visual Voice). This feature is
supported on the 1408, 1416, 1608, 1616, 2410, 2420, 4610, 4620, 4621, 4625, 5410, 5420, 5610,
5620, 5621 and 9600 Series telephones.
·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 required
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 362
Issue 26.N (Friday, April 05, 2013)
Support for Intuity Audix Commands
IP Office Basic Edition and Essential Edition voicemail supports Intuity Audix commands in addition to TUI
commands. In the Intuity Audix mode, the system uses the same Intuity Audix commands that are currently
used on Voicemail Pro. The main reason for introducing the Intuity mode is to provide consistency in the
command options across all our messaging solutions.
You have the ability to choose which mode of operation – Intuity mode or IP Office mode – you prefer to use
from the IP Office Manager. Some of the commands that are part of the Intuity mode include (but not limited
to):
·Press 2 to retrieve messages
·Press 3 to administer your greeting
·Press 5 to change password
·Press *3 to delete message
The default mode for Basic Edition and Essential Edition messaging is:
·For upgraded systems: no mode change i.e., IP Office mode
·New installs in Partner, Norstar and Quick modes: Intuity mode
·New installs in IP Office: IP Office mode
Call Screening
When an incoming call arrives at your phone and is then directed to and answered by the voice mail system,
you automatically hear the caller on your phone speaker, but the caller cannot hear you. You can decide
whether to answer the call or drop from the call and let the voice mail system continue to handle the call.
Call Screening is supported on the following:
·IP500, IP500 V2, and IP Office on Linux platforms
·Basic, Essential and Preferred Editions (centralized and distributed)
·Multi-site networks
·Internal calls targeting a user
·DID calls targeting a user
oT1, PRI, E1, BRI, SIP
·Transferred calls targeting a user
·Applies to some types of forwarded calls targeting a user
oForward On No Answer
oForward On Busy
·Outside calls in Basic Mode where call is directed to voice mailbox of a line owner
·Mobile twinning to MyBuddy smartphone application
·Caveats
oDoes not apply to Hunt Group calls
oDoes not apply to Operator or Calling Group
oDoes not apply to page calls
oWill apply to master in internal twinning and/or to the sending deskphone as part of a mobile
twinning relationship
Note: Call Screening is also supported by Voicemail Pro.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 363
Issue 26.N (Friday, April 05, 2013)
IP Office Preferred Edition - Voicemail Pro
IP Office Voicemail Pro is enabled by the IP Office Preferred Edition and is the most advanced messaging and
call flow application for IP Office systems. It can handle up to 40 simultaneous calls depending on license and
system settings. 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,
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 Pro can also ring the user to deliver any new messages. Voicemail messages are time and date
stamped and the caller's number recorded. Voicemail Pro can be configured to delete read messages
automatically, unless the user chooses to save the message permanently.
Voicemails can be collected remotely by dialing into the Voicemail Pro server. If the number the user is dialing
from is recognized (home number or mobile/cell phone for example), the user will listen to their voicemail
straight away. If the source number is not recognized, the user will be prompted for a mailbox number and a
PIN code for that mailbox, before they can listen to their voicemail. Users have the ability to set and change
their own PIN codes.
When a voicemail needs to be forwarded to other users, Voicemail Pro provides many options:
·Voicemails can be forwarded to another mailbox, or group of mailboxes
·Recipients can add their comments to the voicemail before forwarding to another mailbox or
mailboxes.
·Voicemails can be forwarded as email WAV attachments.
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.
Voicemail Pro - More than just Voicemail
Voicemail Pro offers much more than just a pure voicemail system. Other helpful, convenient, cost and time
saving options are:
·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 pre-
determined 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 meeting and then turning it on from your mobile/cell phone on your drive in to work.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 364
Issue 26.N (Friday, April 05, 2013)
Key Features
Key features of Voicemail Pro include:
·Personal voice mailbox for users and hunt groups.
·Personal Numbering (follow me).
·Extended personal greetings to customize the information presented to a caller based upon the
availability of a user.
·Unified Messaging (UMS) offers voice mail - email synchronization between the Voicemail Pro server
and the email client.
·UMS Web Access allows access to voice mails via a web interface from an internet browser.
·UMS integration of Voicemail Pro with Microsoft Exchange Server for full message synchronization.
·Enables mobile messaging integration (e.g., Blackberry) when used with Exchange server integration.
·Forwarding of voicemail messages to email systems via SMTP.
·Voicemail Pro client, a graphical user interface for programming and configuring applications both
locally and remotely.
·Data base access via Interactive Voice Response (IVR) for individual business requirements.
·Audiotex and Auto Attendant services (including dial by name).
·Sophisticated queue announcement facilities.
·Access and control of voicemail via the digital or IP phone display (Visual Voice).
·22 supported prompt languages: Chinese (Mandarin), Danish, Dutch, English (UK), English (US),
Finnish, French (France), French (Canadian), German, Greek, Hungarian, Italian, Korean, Norwegian,
Polish, Portuguese (European), Portuguese (Brazilian), Russian, Spanish (Castilian), Spanish (Latin
American), Swedish.
·Conditions (e.g. test if 'out of hours').
·Broadcast group messages.
·Automatic and on demand call recording with an option for ContactStore search and replay of saved
messages.
·Tampering Detection / Verified Call Recording
·Voice forms/questionnaire mailboxes (Campaign Manager).
·Personal distribution lists.
·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.
·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.
·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.
·Support for TTY hearing impaired text phone.
·Centralized VoiceMail within a multi-site IP Office environment.
·Networked Messaging with other Avaya voicemail systems and voice messaging systems supporting
VPIM (like CallPilot).
·Capacity of up to 40 ports for a single-site system.
·Voicemail channels between Voicemail Pro and the IP Office can be reserved for business critical
functions or left unreserved for any function.
·Improved voice recording, including recording of calls made over IP telephones (calls using direct
media has to be routed through IP Office); automatic call recording triggered by incoming call routes;
pausing recording when call is parked or placed on hold.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 365
Issue 26.N (Friday, April 05, 2013)
·User start points in Voicemail Pro include queued options.
Further details on some of the Voicemail Pro functionality listed above are described later in this section.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 366
Issue 26.N (Friday, April 05, 2013)
Call Flows with Voicemail Pro for Intelligent Call Handling
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.
Email Integration
Integration with email systems is provided by the Voicemail Pro Unified Messaging Service (UMS) which is
delivered to eligible users as part of the Office Worker, Teleworker or Power User license. It enables Voicemail
Pro to interact with email systems to provide a synchronization of voicemails and their status (new/unread,
read, deleted, saved) between all user devices like desk telephones, mobile cell telephones, the UMS web
interface, Avaya one-X™ Portal for IP Office, the email client and other devices that are synchronized with the
user’s email account. This will work for email clients that use the IMAP4 protocol (like MS Outlook, Lotus
Notes, Mozilla Thunderbird, and many others).
Voicemail Pro and Exchange Server
Advanced collaboration between Voicemail Pro and Microsoft Exchange Server offers voicemail storage into the
Exchange message store. This is the single point of storage for all email and voicemail messages and therefore
the single source for all message status information. When a voicemail should be collected using a desk phone
connected to the IP Office, Voicemail Pro retrieves it directly from the Exchange message store. Voicemail Pro
sends the voicemails not just as emails with a .WAV attachment but as a message formatted as 'voicemail' so
that Exchange can handle them differently from emails.
If Microsoft Exchange Server working with a mobility solution server (e.g., a Blackberry Enterprise Server) are
used to push emails to mobile devices (Blackberry or similar), Voicemail Pro also integrates and delivers
voicemails via the Exchange Server to the mobility solution. The mobile device is then able to present
voicemails on the visual voicemail interface (instead of presenting them as emails with an attachment).
Voicemail in a Small Community Network (SCN)
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. For resilience, should
the main site fail, the Centralized Voicemail will automatically reconnect to an alternative IP Office site.
For voicemail connections from remote IP Office users in a SCN no multi-site channels are needed.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 367
Issue 26.N (Friday, April 05, 2013)
IP Office Preferred Edition - Voicemail Pro Resilience and Backup
Customer service with uninterrupted access to the business is essential – for customers who want to place
orders, for partners who want to negotiate an important contract and for employees who need access to their
important messages. A failure can be very expensive for a business and there are a number of reasons why a
failure can happen: power outage, lost network connection, cable cuts, hardware failure, and so on.
But loss of money and reputation does not necessarily have to follow such a failure. The IP Office Resilience
and Backup functionalities are supported by Voicemail Pro. A Voicemail Pro server, connected to a Primary IP
Office, can automatically re-connect to a Backup IP Office if the connection between the two IP Office systems
gets lost. This covers the failure of an IP Office or the connection between them. A Preferred Edition license is
required on the backup IP Office system for this scenario.
A Backup Voicemail Pro server offers additional comprehensive functionalities to keep the business
communication up and running. A Backup Voicemail Pro server can be added to an IP Office / Voicemail Pro
system to take over the voicemail functions in the case of a failure at the primary Voicemail Pro system.
The Backup Voicemail Pro server can act in different scenarios:
·One IP Office, one Primary Voicemail Pro server, and one Backup Voicemail Pro server, where the
backup is either at the same location as the IP Office / Voicemail Pro or at an external site
·A Primary IP Office with a Primary Voicemail Pro server and a Backup IP Office with a Backup
Voicemail Pro server at a second location
·A Multi Site Network with a Centralized Voicemail Pro server connected to an IP Office at one site and
a networked IP Office with a Backup Voicemail Pro server. There might also be additional IP Office
and Distributed VoiceMail systems within that Multi Site Network.
The diagram illustrates the second scenario:
The Primary Voicemail Pro will establish a link to the Backup Voicemail Pro and keep the greetings and
configuration setting changes synchronized with the Primary Voicemail Pro. Messages and message states are
not synchronized between the Primary and the Backup Voicemail Pro to avoid network overload.
Ideally the Backup Voicemail Pro server is a mirror system of the Primary Voicemail Pro server with all its
capabilities, like the number of ports, licensed features, and hardware. All required functions have to be
licensed through IP Office Preferred Edition and supported by adequate hardware (e.g. to ensure server
performance and sufficient IP Office trunk lines). The 2 hour run-time of a Voicemail Pro server without
licenses does not apply to a backup scenario.
The Backup Voicemail Pro server can have limited functionalities (e.g. fewer number of ports) if it is acceptable
to have limited capabilities for a limited period until the re-connection of the main server.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 368
Issue 26.N (Friday, April 05, 2013)
Distributed Messaging
One Centralized Voicemail Pro server is supported in a SCN of multiple IP Office systems with IP Office /
Voicemail Pro Release 5 and earlier. Multiple Distributed Voicemail Pro servers can be placed at either all of the
IP Office nodes or only the selected ones.
Into one Multi Site Network there can be one Centralized Voicemail Pro, one Backup Voicemail Pro (as a
backup for the Centralized Voicemail Pro), and up to 30 Distributed Voicemail Pro (theoretical value). The
Centralized Voicemail Proserver will keep its role as the main voicemail server. It provides the media store for
voicemails left on the system, as well as the media services required on the Multi Site Network to IP Offices
not supported by a local Voicemail Pro server.
The retrieval of voicemails will require access to the Centralized Voicemail Pro, while other voice resources will
be available locally, providing local capabilities for queuing announcements, call recordings, auto attendants
and leaving of voicemails.
On failure of a Distributed Voicemail Pro, the Centralized Voicemail Pro will be used for all functions as if no
Distributed Voicemail Pro servers were present.
Centralized Voicemail Pro, Distributed VoiceMail, or Backup VoiceMail require the same Preferred Edition
license but will be configured differently in IP Office Manager according to the required function.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 369
Issue 26.N (Friday, April 05, 2013)
International Time Zone Support
International Time Zone support in Preferred Edition gives the customers with a multi-site environment (IP
Office SCN network) in different time zones the ability to get the right time stamps for voicemails and
announcements for the local time zone of the IP Office switch they are connected to.
·Each personal voicemail recording will have the timestamp of the local switch
·Each announcement e.g. opening times will have the timestamp of the local switch
The feature works in a Distributed/Backup Preferred Edition scenario in the same way. The feature also works
in the same way for voice messages delivered to the hunt-groups.
The following Preferred Edition features are affected by the ITZ feature as described above:
·Alarm Set
·Call Answering (Users and Hunt Groups)
·Call Recording
·Campaigns
·Clock Action
·Distribution List
·Incoming VPNM
·Outcalling
·Week Planner Action
·Email reading
Example: Consider a setup where IP Office time is 14:00 (UTC + 2:00) and the corresponding VM Pro
server is in a different time zone (UTC + 5:30). A user on IP Office sets an alarm for 14:30. The IP Office
system will trigger the alarm when the time on the IP Office is 14:30 and not when the time on the VM
Pro server is 14:30.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 370
Issue 26.N (Friday, April 05, 2013)
Interaction of Voicemail with Email Systems
As standard, Voicemail Pro allows for a simple voicemail alert where the entire voicemail is forwarded (copied)
as a .WAV attachment to any MAPI or SMTP compliant email application (Microsoft Outlook, Exchange, Lotus
Notes, etc.). Forwarding allows emails and voicemail messages to be unified and collected from a single
source. This simple alert option that forwards only the caller’s number in the subject of the email is ideal for
use with commercial Short Message Systems (SMS). This information can be forwarded to the display of a
mobile/cell phone when the user is away from the desk. The email notification, forwarding and copying, can be
done for all voice messages and can be activated remotely. This is beneficial if you are working from home and
have an email connection available.
Forwarding voicemail to email is particularly useful for group voicemail boxes as it allows a single voicemail
message to be copied to the email of every member in that group.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 371
Issue 26.N (Friday, April 05, 2013)
Unified Messaging Service (UMS)
Unified Messaging Service (UMS) provides the integration of Voicemail Pro with email systems. A very simple
installation and configuration process enables users to manage their voicemail messages by using the device of
their choice including email clients or mobile devices. UMS is licensed on a per-user basis as part of the IP
Office Power User, Teleworker and Office Worker license.
Depending on the existing infrastructure UMS can be integrated with IMAP-based email solutions as well as
with Microsoft Exchange Server environments.
Voicemail Synchronization via IMAP
Email applications such as Outlook which support IMAP can connect to an IMAP server integrated with the
Voicemail Pro server.
Voicemail Pro will deliver new voicemail messages by using the voicemail to email capability.
New voicemails arrive as emails with a .WAV attachment and the user can handle them like any other email. If
a voicemail has been listened to, its status will change to "read", independent of the device that has been used
to access the voicemail. If the user deletes it, it will be deleted everywhere.
Users that have UMS access enabled just need to add an additional email account to their email client to be
able to use the unified messaging features. No additional client software installation is required.
The instructions how to add this account and configure the web address for the Voicemail Pro Web Access can
be provided by an administrator by email without the need for system administration or external support.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 372
Issue 26.N (Friday, April 05, 2013)
Voicemail Pro UMS Web Access
The second interface UMS offers to the users is a web interface allowing voicemail access via a web browser,
such as Internet Explorer or Mozilla Firefox, with the ability to listen to targeted voicemails by using either the
PC’s multimedia equipment or the desk phone.
UMS Web Access requires the Voicemail Pro installation to be on a server with IIS pre-installed. In addition,
the Voicemail Pro UMS Web Access option must be selected during installation.
Once installed, the system will require the following additional configuration:
·IP Office Power User, Teleworker and Office Worker licenses (for the number of users that will be
configured to use UMS).
·Users selected for UMS support must be enabled by the system administrator in IP Office Manager.
·Each user must have a voicemail PIN code (a blank PIN is not acceptable).
Support for Internet Explorer 9 and Firefox 5
Preferred Edition thin clients - WebVoicemail and WebCampaign is supported on the latest versions of the
following browsers:
·Internet Explorer 9
·Firefox 5
The minimum level of support offered for browsers with the above clients are:
·Internet Explorer 8
·Firefox 3 (Web Voicemail only)
·Opera 10 (Web Voicemail only)
Customers using older browsers should upgrade to a more recent version but Preferred Edition will not prevent
usage on the older browsers.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 373
Issue 26.N (Friday, April 05, 2013)
Integration with Microsoft Exchange Server
As part of UMS, Voicemail Pro can integrate with the Exchange Server from Microsoft. Each user with UMS
enabled can be configured to use either the IMAP capability (see above) or the Exchange integration. If the
Exchange option is selected, all user voicemails are forwarded and stored in the Exchange server message
store instead of the Voicemail Pro message store. Voicemail Pro is able to deliver new voicemails to Exchange
formatted as ‘voicemail’ which enables Exchange to handle them differently from standard emails. If used in
combination with a mobility solution voicemails can be managed using the visual voicemail user interface of
the mobile device (e.g. Blackberry).
The following diagram illustrates the two possible ways of integrating with either a standard IMAP-based email
system or with an Exchange Server email system.
Both scenarios can exist in parallel on the same system but only one option can be configured for one user.
A voicemail stored in the Exchange message store can be retrieved by Voicemail Pro and made accessible for
all communication devices (as shown in the diagram above).
Earlier versions of Microsoft Exchange Server are supported by using the IMAP integration described above.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 374
Issue 26.N (Friday, April 05, 2013)
Fax Messages
Integration with fax software, integration with fax to the desktop or client fax applications can be realized
through the use of fax servers. This allows an email client (for example Microsoft Outlook) to be utilized as an
easily affordable unified messaging solution. The many benefits of unified messaging include security (as faxes
are sent to the user's PC rather than on paper for everyone to see), ease-of-use and efficiency in terms of
storage and retrieval of messages and the great gains that can be made in overall workforce efficiency and
productivity.
To enhance the support of third party fax solutions, Voicemail Pro supports the automatic detection of
incoming fax calls. Traditionally a dedicated telephone number is provided for all incoming fax calls. In addition
to, or as an alternative to, the Voicemail Pro 'Menu' action or a subscriber's voicemail box (INTUITY mode) can
automatically detect any incoming fax calls and then direct the call to a predefined location. The benefit to a
business or user is that only one number is required for either voice or fax calls.
The Voicemail Pro can store the default fax location for the automatic routing of fax calls. Alternatively, with
fax tone detection at the voicemail box, each voicemail box can have a fax location number. If a voicemail box
owner has set his or her own fax number, then that number is used instead of the default fax location.
Voicemail box subscribers can set their own fax number through their mailbox menus.
Most fax solutions can be used in conjunction with IP Office; however the following products have been tested
and verified to operate in the above scenarios:
·Equisys - Zetafax
Zetafax for Networks provides versatile network fax software solutions for small businesses,
corporate offices and distributed enterprise businesses. It enables employees to send and receive
faxes at their desktop, without the need to print fax communications, take them to a fax machine and
send them manually. Zetafax can be seamlessly integrated into market leading email systems like
Exchange allowing users to send and receive faxes directly from their Outlook client. In addition
Zetafax can be integrated with other existing applications, such as accounting or CRM systems, for
fast, automated faxing from the desktop or back office. Further product information available from
www.equisys.com.
·Open Text Fax Server (formerly Captaris – RightFax)
RightFax offers a broad, scalable product line that integrates with email, desktop, CRM, ERP,
document management, imaging, archival, call center, copier/scanner systems, as well as host,
legacy and mainframe applications–virtually all business applications. Further product information
available from www.captaris.com.
·Fenestrae – Faxination
Fenestrae Faxination Server for Microsoft Exchange integrates fax into email technology. Create faxes
on your desktop and deliver them to your chosen fax machine at the click of a mouse. Further
product information available from www.fenestrae.com.
·GFI – GFI FaxMaker
GFI FaxMaker for Exchange/SMTP allows users to send and receive faxes and SMS/text messages
directly from their email client. It integrates with Active Directory and therefore does not require the
administration of a separate fax user database. GFI FAXmaker integrates via the SMTP/POP3 protocol
with Lotus Notes and any SMTP/POP3 server. Further product information available from www.gfi.
com.
·Open Text Fax Appliance (formerly Castelle FaxPress)
Faxes routed to a user’s mailbox by this fax server will be recognized by Voicemail Pro as faxes, and
will be supported by Voicemail Pro Fax features. More information is available from www.castelle.com.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 375
Issue 26.N (Friday, April 05, 2013)
Text-to-Speech Email Reading (Microsoft Exchange only)
In addition to providing a unified mailbox for voicemail messages, emails and fax message, Voicemail Pro can
also provide the ability to retrieve email messages through the telephone.
When operating in INTUITY mode and with Power Users and/or Mobile Workers licensed these users will be
presented with a list of both voicemail messages and email messages. The emails can then be read out over
the telephone. The benefit to the user is that their messages are now accessible while in and out of the office
through any telephone. The user’s email account needs to be configured in IP Office manager to enable TTS
functionality.
When accessing messages through the telephone all new voicemail messages will be presented to the mailbox
owner before any new email messages. When accessing an email message the system refers to the message
as "New message with text".
Emails will be read based on the user language setting in IP Office, depending on the TTS engine capability.
With no additional TTS engine installed Voicemail Pro TTS will use the TTS engine installed with the Microsoft
Windows operating system. If using Avaya TTS, then 22 languages are supported on Windows and 19 are
supported on Linux. If using 3rd party TTS please refer to the vendor documentation for supported languages.
Avaya TTS is an optional license.
Where the user has email reading in their voicemail box, they will be able to record a voice reply to the email,
and send it as a .WAV attachment to a reply email to the person who sent the email.
Note: More than eight users can use TTS functionality if the Avaya TTS ScanSoft or Avaya TTS Professional
license are purchased. Avaya TTS will only work on Linux with the TTS Professional license.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 376
Issue 26.N (Friday, April 05, 2013)
Networked Messaging
Where organizations are operating a number of voicemail systems across different sites it is important to be
able to provide integrated operation between voicemail systems so that messages can be passed between
systems and delivered to a user's mailbox seamlessly. This is achieved by IP Office Voicemail Pro being
licensed to support Networked Messaging.
The Networked Messaging solution defines a common set of features to allow inter-working between Avaya
voicemail systems. In INTUITY mode, while listening to or having listened to a message, the user can select
the option to forward the message to another mailbox, the mailbox entered can be any mailbox number on the
local system or any mailbox on a remote Avaya system.
The IP Office Networked Messaging facility will allow configuration of up to 2000 remote mailboxes on each
Voicemail Pro server and will operate with other IP Office systems supporting this feature, as well as with
Avaya Enterprise solutions.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 377
Issue 26.N (Friday, April 05, 2013)
Auto Attendant
Voicemail Pro provides an easy-to-use, multi-level configuration tool (the Voicemail Pro client) which allows
network managers and system administrators to construct an interactive menu system, based upon DTMF
telephone key entry. This allows an Auto-Attendant system to be built and configured to suit business needs,
be that on its own or as a back-up for the regular operator when call volumes are high. Voicemail Pro offers
the caller the ability to dial the name of a person via the phone keypad (like "Text" messaging on mobile cell
telephones). In response the Auto-Attendant offers the caller a best match name or if there is more than one,
a selection list is offered and the caller can select which one they want to call.
As an example, Voicemail Pro can be used to build an Auto-Attendant that prompts callers to "enter 1 for
sales, 2 for support, 3 for admin, or 0 for the operator" allowing them to be transferred to the appropriate
department without operator intervention. Alternatively, a list of personnel and their extension numbers could
be listed, allowing the caller to directly access the person they want. For larger companies it could be
department name listed first, followed by the list of employee extensions within the department.
The latter two examples are ideal where company telephone operation has changed from a central operator to
direct dialing (DDI/DID), allowing callers to "learn" the required extension number from the prompting of
Voicemail Pro, and then in future dial the extension number, or other pre-defined variables, directly. Auto-
Attendant operation is also ideal where multiple languages are required, for example "Dial 1 for English, 2 for
German, 3 for French, ...".
Auto-Attendant created using Voicemail Pro Client
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 378
Issue 26.N (Friday, April 05, 2013)
Personal Numbering
Contact-ability is all-important in winning and maintaining business. Voicemail Pro offers users the ability to
remotely turn their voicemail on or off, set their voicemail email forwarding, edit their call forwarding and
follow me numbers. Together these actions provide a comprehensive Personal Numbering service for the user
who needs to remain in contact regardless of their physical location.
Users with Mobile Twinning configured are able to remotely activate their twinning capabilities through
Voicemail Pro call flow.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 379
Issue 26.N (Friday, April 05, 2013)
Accessing Database Information within Call Flows (IVR)
Voicemail Pro provides the ability to construct powerful interactive systems based upon DTMF telephone key
entry. This is achieved by using the flexibility provided from the built-in call flow actions. As a caller passes
through any part of a defined call flow the system is capable of interacting with most third party databases
using the standards based ADO interface (ActiveX Data Objects). The system is capable of retrieving
information from a database and writing information into databases. The result of this is that powerful
Interactive Voice Response systems (IVR) can be delivered to specifically meet the requirements of the
business and the customer experience that is required.
Example interactive systems that can be built as a result of these facilities include: Information bulletin boards,
order taking and order processing systems, front end systems to help desks/support desks, contact centers,
secure access to information through PIN checking, survey systems, remote time sheet management, etc.
The ability to interact with database information is enabled through the purchase of the IP Office Advanced
Edition. The Voicemail Pro Client supports four Database Action Icons, which can be implemented into the
Voicemail Pro call flows. The entry of the IP Office Advanced Edition license will enable the Voicemail Pro
server to use these actions in call flows.
Example Call Flow Utilizing Database Actions
The database actions that are provided through the Voicemail Pro Client are:
·Database Open – Opens a link to the required database. Multiple databases can be accessed during a
call but only one database can be opened at one time.
·Database Execute – Provides the ability to enter a query on the opened database. The query can
'Select' data from the open database or can 'Insert' data into the database.
·Database Get Data – Provides access to the data that has been retrieved from a database through
the Database Execute action. The user can retrieve the next item, previous item, first item in the list
or the last item in the list.
·Database Close – This action will close the current database. If the database is open when a call
terminates then the database will be automatically closed.
Interaction with the opened database is done through Structured Query Language scripts (SQL). An
administrator can enter SQL script directly into the specific section of the Database Execute action. For
administrators that are not familiar with SQL scripts, a script can be created automatically through the use of a
SQL Query Builder Wizard.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 380
Issue 26.N (Friday, April 05, 2013)
Using Text To Speech (TTS) Facilities within a Call Flow
Text-to-Speech (TTS) can be used to further enhance IP Office IVR and call flow capabilities; TTS facilities can
enhance the callers experience by allowing the system to read back to them any information that has been
extracted from a database. For example, in a book shop, the caller dials into the system and is asked for an
ISBN number of the book they require. The caller enters the ISBN through the telephone keypad and the
system locates the title of the book from the database. As well as finding the title, the system could also look
up the author of the book and whether there were any books in stock. By using TTS, the system could now
respond to the call:
"The book, Lord Of The Rings, costing $6.99, written by J R R Tolkien is in stock".
It is also possible to use Text-to-Speech within call flows or auto attendants for announcements. A call flow /
auto attendant can be enabled to read text that has been created by call flow actions and offers much more
flexibility because there is no longer the need for pre-recorded and static announcements. If there is a change
to an announcement the call flow action will create the new announcement and will play it to the caller.
The IP Office Advanced Edition contains 8-port 3rd party Text-to-Speech capability and can be used either with
a TTS engine that has to be purchased separately or - when no 3rd party engine is installed - with the Microsoft
TTS engine which is part of the Windows operating system.
An alternative is the Avaya TTS license (independent licenses for Windows and Linux) which adds a TTS engine
available in 22 different languages on Windows and 19 different languages on Linux:
·Chinese (Mandarin)
·Chinese (Cantonese) - not on Linux
·Danish
·Dutch
·English (UK)
·English (US)
·Finnish
·French (Standard)
·German
·Greek
·Japanese - not on Linux
·Italian
·Korean - not on Linux
·Norwegian
·Polish
·Portuguese
·Portuguese (Brazilian)
·Russian
·Spanish
·Spanish (Latin)
·Swedish
The Avaya TTS is a per-port license.
The total number of TTS ports on each Voicemail Pro system is limited to eight. On a single or Centralized
Voicemail Pro, up to eight concurrent ports can be used for IVR and email reading, on a distributed Voicemail
Pro up to eight ports can be used for IVR.
When using the ScanSoft and Professional license, the maximum number of ports is 40.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 381
Issue 26.N (Friday, April 05, 2013)
Visual Basic (VB) Scripting
The Voicemail Pro call flow programming interface allows an administrator to provide Visual Basic (VB) scripted
logic that can be interpreted by the Voicemail Pro server. This ability enables system administrators to
program the voice system via VB Scripts thus providing additional choice and flexibility in providing IVR
applications. The VB script action contains a VB-Scripting parser (Syntax checker) to ensure the legitimacy of
the administrator derived VB Script before its incorporation. Each VB script action used within a call flow can
contain a maximum of 10,000 characters; however a call flow may contain multiple VB script actions within it.
On a right mouse click in the VB Script window the methods and variables are available will be listed to assist
when constructing call flows.
VB Scripting is enabled by the IP Office Advanced Edition license.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 382
Issue 26.N (Friday, April 05, 2013)
Extended Personal Greetings
In INTUITY emulation mode, the Voicemail Pro system has the ability to hold a number of greetings within
each user’s mailbox that can be played to a caller. In addition to the standard mailbox greetings, the extended
personal greetings provide the ability to present the caller with a greeting that reflects where the call has come
from (internal or external) or why the called party is unable to take the call. A mailbox user can configure the
responses played back to the caller, based upon the reason the caller was routed to the voicemail. The
supported call states are:
·Busy/Engaged
The user is currently on a call and unable to accept a second call.
·No Reply
The user is away from the desk and unable to take a call.
·Internal
A greeting to be played to internal calls
·External
The greeting to be played to external callers
·Out Of Hours
The greeting played when a hunt group is operating 'out of hours'. Out of hours is defined with IP
Office Manager and is only applicable to hunt group mailboxes.
A greeting can be recorded for each of the above conditions through the Telephone User Interface (TUI). If a
recording is made for each condition, the order of play back to a caller will be:
1. Out of hours (Hunt group mailboxes only).
2. Internal/External greeting.
3. Busy/Engaged.
4. No reply.
A mailbox owner will need to record greetings against these conditions to deliver the greeting that they wish to
present to a caller. Avaya one-X™ Portal for IP Office users can record and manage their voicemail greetings
through the Avaya one-X™ Portal for IP Office user interface.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 383
Issue 26.N (Friday, April 05, 2013)
Hunt Group Broadcast Messages
With Voicemail Pro, two modes of operation exist for the handling of hunt group messages. The method used
is configured for the group through the IP Office Manager.
·Hunt group mode
Messages are stored in the hunt group mailbox and Message Waiting only informs those individuals
configured for message waiting indication from that group. This is ideal for scenarios where only a few
people such as a call center supervisor need to be initially aware of group messages. Any message
waiting light lit by this is extinguished when the new hunt group message is accessed by a user. This
is the default mode of operation.
·Broadcast mode
Messages are not stored in the hunt group mailbox. Instead they are broadcast (copied and
forwarded) to the individual mailboxes of the entire hunt group membership. This lights the individual
messages waiting light of each user of the hunt group until they access their mailbox.
Personal Distribution Lists
Personal Distribution Lists are only available with Voicemail Pro when operating in INTUITY emulation mode.
The feature provides the ability for a user to distribute a voicemail message to a list of recipients
simultaneously. Lists can be configured by a voicemail box subscriber either through their voicemail box
telephone user interface (TUI) or through the desktop PC application Phone Manager Pro.
The features available to a voicemail box subscriber include:
·Create up to 20 lists with 360 members per list.
·Mark a list as private or public, Private lists cannot be accessed by any other voicemail subscriber.
Public lists can be used by other subscribers but cannot be edited.
·Public lists can be copied from one subscriber to another by adding the contents into a new list.
·Subscribers can 'Create' new lists, 'Scan' contents of an existing list or 'Modify' existing lists.
·List members can be added by using the station number or mailbox name (names are not supported
for Voicemail Pro Networked Messaging mailboxes).
·Lists can include voicemail boxes that exist on other Avaya voicemail systems that are available
through Voicemail Pro Networked Messaging.
·Lists can be added together, duplicate members are automatically removed. This includes public lists
owned by other voicemail subscribers.
·Mailing lists are accessible to the user at any ‘send message’ and ‘forward message’ option within the
user's voicemail box.
·When displayed within Phone Manager Pro, distribution lists can have a list description added to it,
this is only visible within Phone Manager Pro.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 384
Issue 26.N (Friday, April 05, 2013)
Cascaded Out-Calling
Voicemail Pro can send a notification, with an escalation capability, that a new voice message has been
received in a user's mailbox to specified phone number(s). This is particularly useful in environments such as
healthcare and support where important voice messages are left and need to be answered promptly - even
outside of office hours.
For example should a patient leave an important message to the main number of the doctor’s office, the
voicemail system can ring the doctor at the office then on no response escalates to the doctor’s mobile/cell
phone, his/her home phone or the doctor on duty after a programmable timeout. This avoids having to rely on
an external answering service and allows mobile/cell and home phone numbers to remain private.
The voicemail notification can be sent for:
·Any new voice messages
·Any new priority voice messages
Mailbox owners can configure their own options from their handset (Telephone User Interface or TUI) and
through their IP Office Phone Manager.
·Create own Time Profile – defining when notification should take place (e.g. office hours only)
·Out-calling destinations – defining where notification should take place and in which priority order
Five destinations can be defined by the mailbox owner through the TUI (Telephone User Interface). The
destinations selected in the escalation list are called in sequence. The possible destinations are:
·Desk
·Mobile/Cell
·Home
·Delegate
·Other
Each time an outcall event occurs, each number in the escalation list will be called until either the call is
answered, or the end of the list is reached. This process will be repeated on each retry attempt, for the
number of retries set.
Out-calling preferences are set for global operation via the Voicemail Pro Client. Out-calling is only available in
INTUITY Mode. The administrator sets the number of retries and time interval between retries on a system-
wide level.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 385
Issue 26.N (Friday, April 05, 2013)
Campaign Manager
As part of the IP Office Preferred Edition and Voicemail Pro, Campaign Manager enables the gathering of
repetitive information from inbound calls (such as brochure requests) to be fully automated, leaving agents
free to deal with other more complex calls which require human interaction. A definable sequence of
recordings are played to the caller with time in between each recording to allow the capture of the caller's
spoken answers and/or the caller's key presses via DTMF. At the end of the transaction the caller can be
thanked and the completed transaction retrieved by an agent via a web interface or a short code.
Campaign Manager allows calls in queue to break out of the queue, or be directed in an overflow situation to
complete their transactions thereby increasing customer satisfaction by affecting an answer to their call. This
ensures that a minimum of customers give up when forced to wait in a queue or even worse, hear a recorded
message stating that they are calling outside of office hours.
In a Contact Center environment, when agents are busy, an overflow to Campaign Manager relieves
congestion and pressure on agent groups. An agent can collect the completed transaction via a web browser or
via a short code representing the park slot number of a particular campaign. This number can be pre-
programmed under a DSS key and used by agents to access the campaign. If the DSS key incorporates a BLF
lamp, that lamp is lit when new campaign messages have been left. Agents then transcribe the caller's
answers into a database or other records.
Support for Internet Explorer 9 and Firefox 5
The Preferred Edition thin client WebCampaign is supported on the latest versions of the following browsers:
·Internet Explorer 9
·Firefox 5
The minimum level of support offered for browsers with the above clients are:
·Internet Explorer 8
·Firefox 3 (WebVoicemail only)
·Opera 10 (WebVoicemail only)
Customers using older browsers should upgrade to a more recent version but Preferred Edition will not prevent
usage on the older browsers.
Campaign Web Interface
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 386
Issue 26.N (Friday, April 05, 2013)
Call Recording
IP Office Preferred Edition and Voicemail Pro also offer call recording services that allow the automatic/manual
recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. As
standard, recordings can be directed to the called extension’s voicemail box or to any other mailbox for later
retrieval. Alternatively, recordings can be stored in a central database for retrieval through a Web based
browser by using ContactStore for IP Office.
An option allows to detect a tampered recording to avoid any abuse of recordings. This is available for
recordings in a voicemail box and in the central database of contact store as well.
The system administrator can select whether all calls are required to be automatically recorded or just a
selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are
not available then a recording may not be taken (for example all voicemail ports are busy).
Voicemail Pro provides a number of methods for triggering the recording of a call.
Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager
application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period
during which Voice Recording should operate can be selected.
·User Recording
The calls to and/or from a particular user can be automatically recorded. By default the recordings
are placed in the user's mailbox. The configuration could be set whether on “external” calls only
(default) or on “external and internal” calls.
·Hunt Group Recording
The calls to a particular hunt group can be automatically recorded. By default the recordings are
placed in the hunt group's mailbox, but there is the ability to select a target mailbox made for or on
behalf of a subscriber. The configuration could be set whether on “external” calls only (default) or on
“external and internal” calls.
·Account Code Recording
An account code can be applied to a call by the user before it is made. This can be used to trigger
recording of outgoing calls.
·Caller ID Recording
Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a
Caller ID match.
·Time Profiles
For each user, hunt group and/or account code, an IP Office time profile can be used to determine
when auto-recording is used.
·Incoming Call Routes
Incoming Call Routes can trigger automatic call recording.
Note: It is possible for several recordings to be made of the same call. For example, if both automatic hunt
group recording and automatic user recording are applicable to the same call, separate recordings are
produced for both the hunt group and the user. Recording only continues while the party triggering the
recording is part of the call, for example:
·Recording triggered by a user stops when that call is transferred to another user.
·Recording triggered by a hunt group continues if the call is transferred to another member of the
same group.
·Recordings triggered by an incoming call route last until the call is cleared from the system.
Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office
system. For some situations, it may be a requirement that call parties are advised that their call is about to be
recorded. This is done by switching on the Play Advice on Call Recording option via the Voicemail Pro client.
The maximum length of any call recording is 60 minutes.
Pause Call-recording
This feature allows you to pause call recording for a specific time period. This is typically useful when a client is
communicating his/her credit card number with a Customer Service agent.
Leading credit card companies defined standards in the PCI Security Standard Council and one of these
standards is not recording credit card numbers given by the customer. This feature allows us to comply with
such standards.
The IP Officer user can pause call-recording manually via a toggle pause button that can be configured by an
administrator through the Button Programming tab of the user configuration. The Pause Recording feature is
available with both Centralized and Distributed Preferred Edition.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 387
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 388
Issue 26.N (Friday, April 05, 2013)
Call Screening
When an incoming call arrives at your phone and is then directed to and answered by the voice mail system,
you automatically hear the caller on your phone speaker, the caller cannot hear you. You can decide whether
to answer the call or drop from the call and let the voice mail system continue to handle the call.
Call Screening is supported on the following:
·IP500, IP500 V2, and IP Office on Linux platforms
·Basic, Essential and Preferred Editions (centralized and distributed)
·Multi-site networks
·Internal calls targeting a user
·DID calls targeting a user
oT1, PRI, E1, BRI, SIP
·Transferred calls targeting a user
·Applies to some types of forwarded calls targeting a user
oForward On No Answer
oForward On Busy
·Outside calls in Basic Mode where call is directed to voice mailbox of a line owner
·Mobile twinning to MyBuddy smartphone application
·Caveats:
oDoes not apply to Hunt Group calls
oDoes not apply to Operator or Calling Group
oDoes not apply to page calls
oWill apply to master in internal twinning and/or to the sending deskphone as part of a mobile
twinning relationship.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 389
Issue 26.N (Friday, April 05, 2013)
IP Office ContactStore
The standard call recording facilities provided with IP Office and Voicemail Pro can be extended further by
using IP Office ContactStore. IP Office ContactStore stores and catalogs recordings so that they are easily
accessible for later retrieval. Any recordings that you instruct Voicemail Pro to "send to the Voice Recording
Library" are placed in a database.
IP Office ContactStore is provided with the Voicemail Pro software DVD set and has an inbuilt 45 day trial
license. A fully featured IP Office ContactStore system can be installed and used for 45 days from the creation
of the first recording. After this time the system will stop taking recordings until a license is purchased and
installed onto the IP Office.
IP Office ContactStore has a number of components, these are:
·An MSDE database into which details of all recorded calls are inserted.
·A browser-based call search and replay application.
·A browser-based system configuration and status monitoring application.
·Disk space management - Oldest recordings are automatically deleted as needed.
·Optional archive management - Recordings are automatically written to a DVD +RW drive.
To allow you to search for calls easily, the details of the recordings are stored within a MSDE database. It
contains one record for each call recorded and additional records for each party on the call and the owner of
the call. The information that is held for any recording is:
·A unique reference for the recording
·The start date and time
·The duration of the recording
·The name and number of the parties on the call- where this was available to IP Office (through ANI,
Caller ID or DNIS) at the time of the call.
·The direction of the call (incoming, outgoing, or internal)
·The owner of the call recording
·The target or dialed number, which may be different from the number that actually took the call.
Recordings within IP Office ContactStore are stored as .WAV files. IP Office ContactStore uses the G.726
16kbps ADPCM compression standard, which provides the best compromise between storage capacity and CPU
loading. IP Office ContactStore is designed to perform compression as a background task, which does not
impact the system's ability to record, search or play other calls. It takes approximately 1 minute to compress a
two hour recording. The compressed recordings are stored as 16kbps G.726 format, storage requirements are
therefore 8MBs per hour of recording.
The IP Office ContactStore suite can be installed onto the same server as Voicemail Pro but must be loaded
onto a separate partition. Alternatively, IP Office ContactStore can be installed on a separate drive within the
same server or on a separate server. The minimum PC specification when Voicemail Pro and IP Office
ContactStore are installed on the same server is detailed in the Voicemail System requirements later in this
chapter.
IP Office ContactStore stores recorded calls with certain security in place. Access to recordings is strictly
controlled according to the security constraints configured within the System Administration pages. Each
recording has an owner; the call owner is the number of the extension that recorded the call. You can specify
to which extensions each user has replay rights; the user can search for and replay all calls "owned" by those
stations. Typically an individual may be given rights to replay calls owned by their extension number while
managers may have rights to the extension numbers of all of their staff.
The system will automatically generate alarms showing system warnings. Alarms are logged to IP Office
ContactStore's database and held for a month before being purged. The administrator can define specific Email
addresses for alarms to be automatically forwarded to. The email recipient could be a local system
administrator, a manned help-desk and/or suppliers' support desks if you have a support agreement that
includes this facility. The system sends an email message each time an alarm occurs or is cleared. It also
sends an email once per day as a "heartbeat" to let you know it is still operating. Failure to receive the daily
heartbeat message should be investigated; it could indicate that the server has failed.
IP Office ContactStore allows replay of recordings by means of a browser-based application that is accessible
with Internet Explorer (IE) V7.0 and higher. The Search and Replay facilities include the following features:
·Personal security restrictions. The restrictions are applied as you log into the web server.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 390
Issue 26.N (Friday, April 05, 2013)
·Criteria-based search filter fields to perform specific searches.
·Replay controls. Use the replay controls to start, stop, pause, skip forward, skip backward, or to
export the recording to a readily playable .wav file.
·Audio waveform display. The waveform presents a graphic representation of the audio content of the
call. Use the waveform to avoid replaying static or silences, and to move easily to specific portions of
a call.
The Search and Replay screen, shown below, provides filter fields that you can use to search for calls:
For a single IP Office, ContactStore is enabled by the Advanced Edition license. Note: For ContactStore to work
for remote nodes across a Multi Site Network there needs to be an Advanced Edition license present on each
node. This is in addition to the Voice Networking license required for Multi Site Network.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 391
Issue 26.N (Friday, April 05, 2013)
Centralized Messaging with Avaya Communication Manager
Where IP Office is deployed in an Avaya Communication Manager (ACM) Environment, it may be desirable to
use one centrally managed voicemail system (Modular Messaging) to provide voicemail services to IP Office
users. IP Office can be configured to use a Modular Messaging system over a remote connection such that all
messaging calls divert to this location and message waiting indications are provided from the remote location
and are displayed correctly on IP Office extensions. Connectivity must be either an E1 or T1 circuit or an IP
trunk running QSIG services. In addition to the IP Office license Key (Centralized VM with ACM RFA) that
enables this service, further license keys may be required on the ACM system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 392
Issue 26.N (Friday, April 05, 2013)
Voicemail Feature Comparison
Platform Support
IP Office Preferred Edition
Voicemail Pro
IP Office Essential Edition
Embedded Voicemail
IP500 V2
Yes
Yes
IP500
Yes
Yes
Capacities
Voicemail
IP Office Preferred Edition
Voicemail Pro
IP Office Essential Edition
Embedded Voicemail
Number of
Mailboxes
supported
No Limit - Limited only by IP Office
configuration.
Limited only by IP Office configuration.
Maximum Number
of Concurrent Calls
(ports)
Up to 40 dependent on license
6 simultaneous calls on IP500 V2.
4 simultaneous calls on IP500.
Recording Time
PC dependent (Requires 1MB per minute)
IP500 V2:
2 ports: Up to 15 hours
4 ports: Up to 20 hours
6 ports: Up to 25 hours
IP500:
Up to 15 hours
Features
IP Office
Preferred
Edition
Voicemail Pro
IP Office
Essential
Edition
Embedded
Voicemail
Runs as a service
Yes
No
Multi-lingual support
Yes
Yes
Voicemail for Individual users
Yes
Yes
Voicemail for Virtual users
Yes
Yes
Voicemail for Hunt Groups
Yes
Yes
Group Broadcast
Yes
No
Unified Messaging Service (UMS)
Option
No
Integration with Microsoft Exchange Server
Option
No
Capable to interact with Blackberry solution
Option[1]
No
Resilience and Backup
Option
No
Small Community Network Operation
Yes
No
Centralized Voicemail Services
Yes
No
Distributed Voicemail Servers in an SCN
Yes
No
Voicemail Ringback
Internal and
external
Yes
Voicemail Help TUI
Yes
No
Message Waiting Indication
Yes
Yes
Visual Voice (interactive menu on phone display)
Yes
Yes
Integration with Phone Manager Pro
Yes
No
Personalized Greeting
Yes
Yes
Extended personal Greetings
Yes[2]
No
Continuous Loop Greeting
Yes
No
Forward to Email
Yes
Yes
Copy to Email
Yes
Yes
Listen To Email (Text To Speech)
Yes[2]
No
Send Email notification
Yes
Yes
Unified Messaging Service (UMS)
Option
No
Save Message
Yes
Yes
Delete Message
Yes
Yes
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 393
Issue 26.N (Friday, April 05, 2013)
Forward Message to another Mailbox
Yes
Yes
Forward to Multiple Mailboxes
Yes
Yes
Forward with a Header Message
Yes
Yes
Repeat Message
Yes
Yes
Rewind Message
Yes
Yes
Fast Forward Message
Yes
Yes
Pause Message
Yes
No
Skip Message
Yes
Yes
Oldest message first/newest message first Message
Playback Option
Yes
No
Set Message Priority
Yes[2]
No
Set automatic message deletion timeframe
Yes
No
Alphanumeric Data Collection
Yes[2]
No
Callers Caller ID, time and date announced
Yes
Yes
Call Back Sender (if Caller ID available)
Yes
Yes
Remote Access to Mailbox
Yes
Yes
User Definable PIN Code
Yes
Yes
Known Caller ID PIN Code By-Pass
Yes
Yes
Breakout to Reception
Internal and
external.
Internal and
external.
1. Requires UMS (enabled through the Power User, Office Worker and the Teleworker licenses) and MS
Exchange Server 2007/2010 with a mobility solution (for example a Blackberry) - not provided by Avaya.
2. Intuity mode only.
In-Queue Announcements
IP Office
Preferred
Edition
Voicemail Pro
IP Office
Essential
Edition
Embedded
Voicemail
Queue Entry Announcement
Yes
Yes
Queue Update Announcement
Yes
Yes
Queue Position Announcement
Yes
No
Time in Queue Announcement
Yes
No
Time in System Announcement
Yes
No
Estimated Time to Answer (ETA)
Yes
No
Exit Queue to alternative answer point
Yes
No
Auto-Attendant/Audiotex
IP Office
Preferred
Edition
Voicemail Pro
IP Office
Essential
Edition
Embedded
Voicemail
Multi-Level Tree Structure
Yes
Yes
Message Announcements
Yes
No
Whisper Announce
Yes
No
Alarm Calls
Yes
No
Assisted Transfers
Yes
No
Dial by Name
Yes
Yes
Direct Dial by Number
Yes
Yes
Other Features
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 394
Issue 26.N (Friday, April 05, 2013)
IP Office
Preferred
Edition
Voicemail Pro
IP Office
Essential
Edition
Embedded
Voicemail
Call Recording
Yes
No
Tamper proofed / verified Call Recording
Yes
No
Test Conditions
Yes
No
Personal Numbering
Yes
No
Speaking Clock
Yes
No
Campaign Manager
Yes
No
Voicemail Pro Manager
Yes
No
Customized Voicemail
Yes
No
Intuity TUI emulation mode.
Yes
No
Forward Emails to External Systems (VPIM)
Yes
Yes
Third Party Database Access (IVR)
Yes
No
Text To Speech within call flows
Yes
No
Support for Visual Basic Scripts
Yes
No
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 395
Issue 26.N (Friday, April 05, 2013)
Chapter 17.
Mobility
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 396
Issue 26.N (Friday, April 05, 2013)
17. Mobility
Sales or service reps who are always on the road know the challenges: missed calls, phone tag, languishing
voice messages, delays in decision making and frustrated customers. Plus the real possibility of missed
transactions and lost revenue. Equipped with Avaya IP Office Mobility Solutions, mobile associates never need
to miss an important customer call or a question from someone in the office. And they’ll be able to give
customers just a single phone number — their office number — where they can be reached regardless of their
location. Personal mobile phone numbers are never given out, but all calls ring simultaneously on their desk
telephones and their mobile telephones. So if they are at their desks or on their mobile telephones, they’ll get
the call. With IP Office Mobility Solutions they maintain the agility that gives them an edge over larger
competitors. Decision-making will be speeded-up, quick responses to customers and colleagues are enabled,
and the solutions will help to ensure that deals close with this real-time connection.
One-X Mobile applications require answer supervision and disconnect detection for proper functioning. As a
result, the one-X Mobile applications will not work with trunks that do not support answer supervision and
disconnect detection. One-X Mobile applications will function properly on trunk types such as PRI, BRI, and
SIP. However, they will not function properly on E1R2, T1 RBS and analog loop start trunks as these trunks do
not support answer supervision and disconnect detection.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 397
Issue 26.N (Friday, April 05, 2013)
one-X Mobile Preferred for IP Office
The one-X ® Mobile Preferred for IP Office is a mobile application available for iOS and Android smartphones.
The one-X ® Mobile Preferred for IP Office application provides rich unified communications capabilities for the
mobile workforce and is designed to give mobile users quick access to various forms of communications and
help users conduct normal business while on the move. The application relies on permanent data connection
with the communications server and is designed to provide an "always-on" experience delivering asynchronous
events of interest to the user as they arrive from the communications server.
The application utilizes a rich user interface available on the mobile platform and makes use of advanced
capabilities and hardware commonly available on mobile devices including streaming audio for visual voicemail,
speech recognition to issue audible commands and geo-location presence using on-board GPS.
The application provides unified communications capabilities with the following features set:
·Presence and Instant Messaging with server-side buddy lists and server-managed user groups and
client side IM history
·Visual voicemail with ability to play voicemail messages and ability to manage voicemail messages
from the mobile application
·Rich conference controls with click-to-conference for users and groups, entry and exit notifications,
ability to view and manage conference participants (mute/unmute/disconnect/isolate)
·Advanced user presence monitoring and reporting including geo-location presence and tracking,
calendar and on-the-phone presence, following user’s presence and availability
·Asynchronous voicemail deposit events with ability to listen and intercept voicemail deposits
·Ability to issue commands to the communications server including call, conference, set location, and
view missed calls, and listen/pickup
·Enterprise dialing, which is an ability to intercept calls made via standard phone dialer and turn them
into enterprise calls (third-party call control by the server)
·Ability to define dial plan rules to select which calls to intercept and ability to post-process the dialed
numbers to normalize them to the enterprise dialing plan to make the intercept seamless
·Android home screen widget with summary of outstanding events asynchronously notifies mobile
users about events of interest such as – outstanding IM messages, new deposited VM messages,
conference participants entry/exits, VM deposits in progress
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 398
Issue 26.N (Friday, April 05, 2013)
Avaya one-X Mobile Preferred Client Support
The following table lists the various mobile devices and operating systems supported by the one-X Mobile
Preferred client and the download site on the respective App Stores:
one-X Mobile Preferred
Mobile device
Supported OS
Posted Application Name
Download site
iPhone
iOS 5
one-X Mobile Preferred
Apple App Store
Android
Android OS 2.1 and above
one-X Mobile Preferred
Google Play Store
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 399
Issue 26.N (Friday, April 05, 2013)
On-Site Mobility
IP Office offers different solutions for users working mainly at the business campus but with the need to be
accessible all over the site.
Avaya On-Site Wireless Phone Solutions
Avaya IP Office Wireless Solutions include DECT and WiFi based wireless IP telephones. These are solutions
employees can use every day to work more effectively and be more responsive to customers - all while
increasing revenues and keeping communication costs firmly under control. Also, Avaya IP Office Mobility
Solutions integrate seamlessly with IP Office, enhancing each customer’s investment. IP Office's in-building
Mobility Solutions improve communication with staff who, because of the function they perform, are mobile
within the workplace. Using wireless technology, such individuals may be instantly contactable, with many
obvious benefits:
·The wireless telephone is carried in the pocket, so users are not tied to the desk in order to remain in
contact.
·Users may be contacted instantly to ensure fast, accurate decision making and immediate response to
problems through planned radio coverage with no blind spots.
·Once installed the solutions do not incur additional cost like mobile telephones would do, allowing a
tight budget control.
Wireless Solutions
IP Office supports the following wireless solutions:
·DECT R4, the DECT based solution for IP Office. Running in a separate, reserved frequency range,
this solution provides best in class voice quality and is totally interference free from other radio
equipment. Details on this solution portfolio can be found in the chapter "Telephones" of this
document.
·Avaya VoIP WiFi Solution, leveraging the WiFi data network, allow a single infrastructure for both
voice and data traffic. Leveraging an existing, voice ready WiFi network allows a cost efficient
deployment of a converged wireless data and voice infrastructure using the 802.11a, b and g
standard. The solution is offered worldwide in selected countries including North America, EU
countries and selected others. For details on this solution please refer to the chapter "Telephones" of
this document.
Remote Solutions
IP Office supports the following VPN remote phone solutions:
·VPN phone client on 4610SW, 4621SW, 5610SW, 5621SW and 9600 Series IP telephones offered
worldwide.
For further details about IP Office On-Site Mobility solutions please refer to the chapter Telephones of this
document.
108
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 400
Issue 26.N (Friday, April 05, 2013)
Twinning
Twinning allows a primary extension and a secondary number (internal extension or external number) 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.
The following types of calls are eligible for twinning:
Internal
Twinning
Mobile
(external)
Twinning
Any internal call on a Call Appearance button
Internal or external calls transferred to the extension
Direct Dial calls to that extension
Hunt group calls
Calls forwarded from another extension
Line Appearance calls (configurable)
Bridged Appearance calls (configurable)
Coverage calls (configurable)
Automatic Intercom calls
Returning transferred, held or park calls
*
Callback calls from the system (Transfer and Park Return)
Paging calls
Follow Me calls
*Requires IP500 BRI, PRI or SIP trunks and Mobile Call Control to be enabled for that user.
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). Other users of the system need not know that
the supervisor has two different telephones. 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).
The following features are supported with internal twinning:
·Follow Me To
·Follow Me Here
·Forwarding
·Do Not Disturb (inc exceptions)
·Context less hunt group actions: Membership / Service Status / Fallback Group configuration
·Voicemail On / Off / Access
·Call Log (Central Call Log for T3 and 1400/1600/9500/9600 telephones only)
·Redial (Central Call Log for T3 and 1400/1600/9500/9600 telephones only)
·Personal Directory Entries (for T3 and 1400/1600/9500/9600 telephones only)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 401
Issue 26.N (Friday, April 05, 2013)
External Mobility
Mobility functions for employees are enabled only by the appropriate and applicable license. The Mobile Worker
and Power User licenses enable the use of the one-X Mobile Preferred client. Essential Edition licenses enable
the use of one-X Mobile Essential client (for up to four Remote Worker seats—customers that require more
than four seats require an upgrade to Preferred Edition). The former Mobile Twinning/Mobility License will
continue to work with all the features described below.
The mobility functions enabled by the user licenses defined above are Mobile Twinning and Mobile Call
Control. Each feature has to be enabled in IP Office Manager for the eligible users.
Mobile Twinning (External Twinning)
A typical use for Mobile Twinning would be for a salesperson that has a desk extension but is often out of the
office. They only give out their office phone number to clients, but the IP Office Mobile Twinning 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).
Call Back
To avoid any call charges when using a mobile / cell phone the call back feature has been implemented:
When calling a particular number at the IP Office, the IP Office will reject the call and will call back the mobile
number if this number has been identified as an eligible one. After accepting this call the mobile user gets a
dial tone and can establish another call. Depending on the service provider’s tariff, there are no call charges
(except possible roaming charges) on the mobile invoice. However, in some countries like US there are
charges to even receive the calls.
This feature is very useful for employees using their personal mobile phone for business only from time to
time: their personal mobile phone number stays confidential and they do not to claim mobile charges back
from their business.
Avaya one-X Mobile Essential Client Support
IP Office supports the Avaya one-X Mobile Essential 'Single Mode' Clients for a variety
of mobile devices, listed below. This client provides Avaya’s powerful Extension to
Cellular features to mobile users via a graphical interface and enables them to remain
productive with a single phone number for both incoming and outgoing calls and
single voicemail capabilities. The client turns your smartphone into an office phone by
delivering your business calls to your mobile device. In addition, you can easily enable
or disable the office phone capabilities, allowing you to be reached only when you
want.
IP Office systems supporting one-X Mobile Essential require a dedicated DID/DDI
number for each feature required (e.g. hold, transfer).
The following table lists the various mobile devices and operating systems supported
by one-X Mobile Essential client and the download site on the respective App Stores:
one-X Mobile Essential
Mobile
device
Supported OS
Posted Application Name
Download site
iPhone
iOS 3.2 and above
Avaya one-X Mobile Lite
Apple App Store
Android
Android OS 2.1 and
above
Avaya one-X Mobile
Google Play Store
Blackberry
Blackberry OS 5, 6 or 7
Avaya one-X Mobile
Blackberry App World
Windows
Mobile
Windows Mobile 5 or 6
Avaya one-X® Mobile for Windows
Mobile – Telephony
Avaya Support
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 402
Issue 26.N (Friday, April 05, 2013)
one-X Mobile Essential
Symbian
Symbian OS S60 3.2
Avaya one-X® Mobile for Symbian -
Telephony
Avaya Support
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 403
Issue 26.N (Friday, April 05, 2013)
Mobile Call Control
This allows a user who has answered a twinned call on their mobile/cell 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).
Mobile Call Control is a mobility feature similar to but independent of one-X Mobile Essential. It allows any
mobile phone user to access IP Office features without using the one-X Mobile Essential client application.
Mobile users can gain access to the "Star Star Service" dial tone when they receive a twinned call. After
receiving a twinned call, the mobile user can dial ** to place that call on hold and get dial tone from the IP
Office. Once the mobile user receives IP Office dial tone, any subsequent dialing tone is interpreted as if the
user is logged into an analog extension on the IP Office.
To gain access to the "Star Star Service" dial tone, the mobile user can dial the FNE 31 DID/DDI that has been
programmed in the IP Office. Similarly, once dial tone is heard, the user can dial numbers and short codes as
if the user is logged into an analog extension on the IP Office.
Mobile Call Control and one-X Mobile Essential require twinned calls to be routed through specific trunk types
on IP500 / IP500 V2 only:
·IP500 PRI-U (single or dual) trunk cards
·IP500 Dual or Quad BRI trunk cards
·SIP trunks (RFC 2833)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 404
Issue 26.N (Friday, April 05, 2013)
IP Office Video Softphone
Usable both inside the office and at remote locations, IP Office Video Softphone is a PC-based telephony client
allowing a user to make and receive phone calls right from his PC, equipped with e.g. a headset or
speakerphone. In addition, the softphone supports end-to-end video between two softphone users on an IP
Office network. Full voice access to the IP Office system is available wherever reliable access to the company
network exists.
This can be in meeting rooms, using a Voice ready WiFi network, at a remote office site using the local
Ethernet interface or at home or in a hotel-room, when connecting to the company network through a VPN
(Virtual Private Network).
The softphone offers standard calling functionality, like several call appearances, hold, transfer and access to a
large number of IP Office features via dedicated feature keys. Access to IP Office directory is of course also
available.
If used in combination with the Avaya one-X™ Portal for IP Office application, the softphone delivers a
centralized call log, synchronized with many IP Office telephones as well as a number of collaboration features
like presence status indication and instant messaging. one-X Portal can be used with the standard deskphone
while working in the office and switched to softphone when working remote.
Details about IP Office Video Softphone can be found in the chapter User Call Control Applications .
Mobile Messaging
Mobile Messaging means managing your voice messages together with email messages using the mobile / cell
phone. Similar to a unified messaging solution on the desktop PC it enables the user to manage all of their
daily messages in one place, in this case the mobile messaging application of the mobile / cell phone (like for
example Outlook Mobile on Windows Mobile devices).
At the low end of the range of mobile messaging options is the simple voicemail-to-email forwarding using
SMTP, which is standard with both the Essential and Preferred Edition.
The synchronization of the voice message status between all a user’s devices (Outlook, voicemail telephone
interface, Avaya one-X™ Portal for IP Office, mobile / cell phone) so that listening to a new message at one
device changes the message status from "new" to "old" in all of these interfaces requires the Preferred Edition.
It contains an IMAP interface to integrate the Voicemail Pro solution with any IMAP capable email system.
With the IP Office Preferred Edition in conjunction with an Exchange 2007/2010 Server it is possible to
synchronize received voice mails with the email system. If the email system also empowers mobile users to
receive, manage, and send messages by their mobile phone (‘Mobile Email’) all voice mails can be managed as
well from the mobile / cell phone.
Together with an appropriate mobility solution like Blackberry the Exchange 2007/2010 integration enables
visual voicemail on mobile devices. The voice mails provided by the Preferred Edition are specially marked as
“voicemail” so Exchange 2007 handles them different from standard emails so that a mobility solution will be
able to show voice mails on the display of the mobile device. Users can now browse through the voicemails,
identify high priority ones by caller information and listen to them first.
316
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 405
Issue 26.N (Friday, April 05, 2013)
3rd Party Mobility Solutions for Use with IP Office
Although Avaya offers different mobility solutions as mentioned above, there are areas for further
improvement. Together with Avaya DevConnect partners, Avaya is anxious to further extend the usability and
functionality of the IP Office system.
The following mobility solutions in particular add mobile devices currently not supported by Avaya for the IP
Office so that users with one of these devices can participate from the rich IP Office mobility options.
Apple iPhone – iEC5xx
As the iPhone from Apple is increasingly used for business use, Avaya has enabled an
available DevConnect solution to extend IP Office mobility also to this popular device.
The application for the iPhone is called ‘iEC5xx’ and acts like the Avaya one-X Mobile
Essential clients. The same configuration file that is been used to configure the Avaya
clients enables the mobility functions at the iPhone.
The application is available at the Apple App Store.
For more information see http://elinfierno.de/apps/iec5xx/
Blackberry – SoLo DTMF Client
One of the most used mobile business devices is the RIM Blackberry. To use a
Blackberry with similar functions like the Avaya one-X Mobile Essential application,
the solution called "SoLo DTMF client" from SoSoftware enables selected Blackberry
devices to use the IP Office mobility functions.
For more information and placing orders see http://www.sosoftware.com/solo-
mobile-dtmf
These 3rd party solutions have the same requirements as the Avaya mobility options. Each user who wants to
use one of the solutions requires at least one Power User or Mobile Worker license. A Preferred Edition license
might also be required.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 406
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 407
Issue 26.N (Friday, April 05, 2013)
Chapter 18.
Audio Conferencing
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 408
Issue 26.N (Friday, April 05, 2013)
18. Audio Conferencing
A problem familiar to any organization is that of communicating effectively. As more and more people work
from home or from dispersed locations, how do you ensure that employees are planning and working together
effectively, and regularly keeping in touch when separated by time and distance? In addition, many companies
choose to sub-contract some services such as payroll, logistics or manufacturing to third-party suppliers. How
do you ensure that you can act as one virtual enterprise? Audio conferencing provides a simple and effective
solution.
Audio conferencing makes it easy to include key people in decision making wherever they are with minimum
interruption from their work. It responds to business needs that every company faces:
·More meetings but less time available.
·Increasing pressure to be at two locations at once.
·Travel restrictions.
·Environmental pressures ("green" initiatives).
As a result of using conferencing, the benefits gained are:
·Reduction in travel, leading to lower costs, less wasted time and lower carbon emissions.
·Increased worker productivity and personal security.
·More effective working practices, leading to shorter project times, and supporting dispersed
organizations and complex supply chains.
Furthermore, the Return On Investment (ROI) is very short as Meet Me conferencing is a built-in feature of IP
Office Preferred Edition. The typical ROI of just 4 to 6 months compared to Service Provider conferencing
services based upon 2 hourly conferences with 5 participants per week.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 409
Issue 26.N (Friday, April 05, 2013)
IP Office Preferred Edition Meet-Me Conferencing Solution
The conferencing solution built-in to IP Office enables multiple callers to talk in an audio conference. Callers
can be on-site personnel as well as external parties whether field-based engineers, sales staff on the road,
customers or suppliers. Conference calls can be planned in advance or established ad-hoc as and when
required.
IP Office Preferred Edition with Voicemail Pro complements the built-in conference bridge facility on IP Office
systems by allowing participants to enter conferences through dedicated numbers, adding guidance prompts
as well as requesting PIN codes as participants enter the conference for security. For example, if conference
calls are regularly scheduled, Voicemail Pro can have pre-programmed Call Flows for weekly conference calls
e.g. every Tuesday between 2pm and 5pm using PIN code 1234 for a sales call, etc. If multiple conference
calls are scheduled, users can select which one they want to attend via a simple menu. Should users encounter
any issues, calls can be automatically routed to the operator for assistance. For additional security, if Caller ID
information is provided by the network Voicemail Pro can make CallerID checks before allowing calls into a
conference.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 410
Issue 26.N (Friday, April 05, 2013)
IP Office Conferencing Capacity
IP Office provides a flexible conferencing solution with 128 conferencing channels on the IP500 and IP500 V2,
allowing multiple conferences of any size from 3 to 64 parties. 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. So the
system will support 42 x 3-party conferences, 2 x 64-party conferences or any combination in between. IP
Office does not impose limits on the mix of internal and external calls in conference, but if all internal
participants disconnect from the conference bridge, the external participants can be disconnected
automatically by the system for added security (configurable system setting).
Notes:
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 fully licensed VCM-64 allows 64 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. For example, a conference call between 3 parties
and being recorded will use 4 conference slots.
4. The IP500 Supports 128 Conference Members
The total capacity of the IP500 V2 is 128 party conference resources. However the restriction of a
maximum of 64 parties in any individual conference still applies.
5. Meet-Me Conferencing on IP500 requires Preferred Edition
IP Office IP500 V2 supports basic or ad-hoc conferencing, but if Meet-Me capabilities are required the
IP Office Preferred Edition license should be purchased for direct dial into a conference bridge with
PIN code security.
In an SCN network, only one centralized Preferred Edition license is required to host Meet-Me
conferences at any of the sites. Conference IDs are also shared across the SCN sites.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 411
Issue 26.N (Friday, April 05, 2013)
IP Office Standard Conferencing Features
The IP Office provides the following features and benefits relating to conferencing:
·No special conferencing equipment required
You only need an IP Office system unit with as many digital trunks/VoIP channels as external
participants (as well as Preferred Edition for Meet-Me conferences).
·Ease of use
Simply dial the direct number allocated to the conference bridge, type in the PIN if required and you
have joined the conference (PIN codes require Preferred Edition/Voicemail Pro).
·Conference control from Avaya Display telephones* and Avaya one-X™ Portal for IP Office
For ad-hoc conferences with a few participants, users can easily set up immediate conferences by
calling all parties and bringing them to the conference bridge. With Avaya one-X™ Portal for IP
Office , the originator of the conference can keep control: the Caller ID number (and the associated
name if recognized) of each participant is displayed. If required, they can selectively hang-up a
specific participant.
·Customized greeting
Record a personalized greeting per conference (requires Preferred Edition/Voicemail Pro).
·Conference entry/exit tones
Single beep on entry/double beep on exit
·Conference call recording
Manual recording initiated by user on IP Office via Avaya one-X™ Portal for IP Office , Phone Manager,
digital/IP display phone or a short code (requires Preferred Edition/Voicemail Pro)
·Security
To prevent unauthorized access to the conference bridge, PIN codes, Caller ID number screening as
well as time and date profiles can be set-up using IP Office Voicemail Pro.
·Privacy
In cases where the security of calls is critical, in-house conferencing is the only way to ensure privacy.
·Remote Management
Allows a single person to manage the conferencing bridge facility from any location. Furthermore, the
full IP Office solution—phone system, voicemail, CTI server, router, firewall and DHCP server—can all
be managed from a single management interface called IP Office Manager.
·Multi-site Small Community Network (SCN) Conferencing
IP Office enables users joining a conference that is on another IP Office within the network
(ConfMeetMe) to have the call automatically routed to that IP Office and join the conference. No
special configuration is required.
·Personal Conference
The owner of the conference may use their extension number as the conference ID. The owner of the
conference has control of the conference with the ability to mute and drop calls of participants. All
participants will hear the system Music on Hold (MOH) till the owner joins, and will hear MOH when
the owner drops.
*Feature supported on 1408/1608/2410/5410/4610/5610 and 1416/1616/2420/5420/5621/4621/4625 as
well as 9500 and 9600 Series IP telephones. Note that any internal party has the option to view & drop
participants (not just the conference originator).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 412
Issue 26.N (Friday, April 05, 2013)
Chapter 19.
The Contact Center
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 413
Issue 26.N (Friday, April 05, 2013)
19. The Contact Center
Avaya provides Customer Contact solutions that meet the needs of the small to mid-size business. From the
smallest company that requires basic system performance reporting to the larger businesses that need
advanced routing and multimedia integration with the Customer Contact Center. Avaya provides IP Office
Customer Call Reporter as the perfect solution to meet the needs of small business customers.
Customer Call Reporter
Overview
Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or
10 "customer service reps", to large formal campaigns that can involve thousands of agents.
However, customers in the small business market are generally very nervous about making such a high profile
investment in a "contact center solution." They require a "business intelligence solution" that deploys easily,
can be managed with very little training, and can provide statistics on each segment of the business. Small
businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they
need a solution that can be easily understood by their own employees. It should operate as a service to each
of the clients.
IP Office Customer Call Reporter Concept
IP Office Customer Call Reporter is a server based contact center product designed explicitly for small
businesses. Drawing upon the latest web and design technologies, IP Office Customer Call Reporter introduces
significant new capabilities to effectively and efficiently manage a single-site call center environment. The
product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower
support costs.
In its native web server environment the IP Office Customer Call Reporter can be simply installed onto a single
server without the need for any client software deployment. Administration and management of the call center
is carried out via a thin client through a secure password protected web browser session.
IP Office Customer Call Reporter Key Features include:
·Real time Call Center activity monitor and historical reporting
·Microsoft server based with thin client (web browser) client connections
·Simplified installation and maintenance
·Supervisor Dashboard which consists of a goal, statistics information ticker and a set of graph display
panels
·Seven reporting templates provide drag and drop and user defined filter functionality
·Three customizable Supervisor views and summarized Agent views
·Report Scheduler
·Custom Reports
·Customer Map
·Multi-lingual capable
·Supports up to 30 Supervisors and 150 Agents
IP Office Customer Call Reporter Business Benefits
·Lower TCO
IP Office Customer Call Reporter provides small businesses with a web based contact center
measurement tool, producing cradle to grave reporting in an easily understandable format with no
client software to load.
·Standards Based
IP Office Customer Call Reporter uses standards based applications, such as Microsoft SQL 2008
Express, and supports all major web browser software, to provide small business installers with
greater flexibility in deployment.
·Ease of Use
IP Office Customer Call Reporter’s real-time charts can be customized by the user in the manner that
suits their business best, with historical reporting templates that allow the business to filter on the
type of date they want to see.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 414
Issue 26.N (Friday, April 05, 2013)
Ordering IP Office Customer Call Reporter
Customer Call Reported supports the following maximum configurations for IP Office:
·150 Agents
·30 Supervisors
Activation of IP Office Customer Call Reporter is provided with the purchase of the IP Office Advanced Edition,
the Advanced Edition is a specialized call center bundle which also enables the following:
·Contact Store for IP Office (CSIPO)
·Voicemail Pro database interaction (IVR)
·Voicemail Pro Visual Basic Scripting
·1 Customer Call Center Supervisor
Additional agents and supervisors can be purchased on top of the Advanced Edition.
The IP Office has a setting in IP Office Manager for designating which hunt groups will be reported upon by IP
Office Customer Call Reporter. Any hunt group that contains an agent who is not properly licensed will not be
able to retrieve any reporting on that group (real-time or historical).
IP Office Customer Call Reporter Server Operating System Requirements
The IP Office Customer Call Reporter services are supported on the following operating systems (only 32-bit
versions are supported unless stated otherwise):
·Microsoft Windows Server 2003 SP2
·Microsoft Windows Server 2003 R2
·Microsoft Windows Small Business Server 2003 R2
·Microsoft Windows Server 2008 SP2 (32-bit and 64-bit)
·Microsoft Windows 7 (Professional, Enterprise, and Ultimate; 32-bit and 64-bit)
IP Office Customer Call Reporter Server Hardware Requirements
The minimum server specifications are as follows:
·IP Office Customer Call Reporter server
Intel Pentium D 945 core/AMD Athlon 64 4000+; with 2GB RAM and 30 GB free hard disk space
Note: The IP Office Customer Call Reporter server can co-reside with a Voicemail Pro of less than 17
ports.
IP Office Customer Call Reporter Client Components
The client application consists of a secure thin client web browser session to the IP Office Customer Call
Reporter server that will provide the Supervisor or Agent with a complete view of the Call Center.
The following web browsers will be supported:
·Microsoft Internet Explorer 8 and later
·Mozilla Firefox 3.0 and later
·Google Chrome 10 and later
IP Office Customer Call Reporter Database
The database has been designed to provide a simple table schema. The database is a Microsoft SQL Server
2008 instance and the IP Office Customer Call Reporter will be packaged with the Microsoft SQL Server 2008
Express edition. It is recommended that any call center that predicts high call usage should understand the
imposed limitations of Microsoft SQL 2008 Express edition and should consider using the full version of
Microsoft SQL 2008. Microsoft SQL 2000 and 2005 are not supported.
The CCR Database is documented and open for third parties to create their own custom reports in Crystal
Reports or any other SQL related application.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 415
Issue 26.N (Friday, April 05, 2013)
Dashboard
This is the default page shown when a supervisor logs in. It shows information graphs for selected queues,
agents and statistics.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 416
Issue 26.N (Friday, April 05, 2013)
Real Time Report/Monitor
Customer Call Reporter provides real time monitoring of call center activity. This is achieved via a thin client
web browser session logged onto the IP Office Customer Call Reporter server. Within the supervisor client a
user can program up to 3 different views of their call center. This is a very useful feature as now a supervisor
can divide their responsibilities into different views and compare the results of those views.
For example, assume that a call center supervisor is responsible for the following hunt groups in IP Office;
Computer Sales (201), Monitor Sales (202), Warranty Service (203), and non-Warranty service. The
Supervisor can create two separate views entitled "sales" and "service" and compare the number of calls,
length of call, etc. This allows a supervisor to see a whole system as it relates to the business function (sales,
service).
The Supervisor views are private and can only be seen with a login. A view may be created that shows the
system with all the agents, specific Hunt Group and Agent statistics as well as Alarms and Warnings. Each of
the three views are summarized and made available to any Agents when they login and select their
corresponding Supervisor. An example of the Supervisor real-time view is shown below:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 417
Issue 26.N (Friday, April 05, 2013)
Alarms
The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly
manage their call center activity. As parameters move from a normal to alarm state, the color of the field
within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution,
red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them
within the IP Office Customer Call Reporter:
Statistic Full Name
Available for ...
Warning/
Alarm Type
System
Queue
Agent
Total
Agent Productivity
>1-99%
Agent State (Queue)
Agent State (Queue) Time
>1-999
Agent State (System)
Agent State (System) Time
Agents ACW
>1-150
Agents Available
<1-150
Agents Call Share
Agents Logged On
<1-150
Agents Present
Agents Ringing
Answered Calls
>1-999
Answered External (Non-Queue)
>1-999
Answered Internal (Non-Queue)
>1-999
Answered Internal (Queue)
>1-999
Average Answer %
<1-100%
Average Answer Time
>1-600
Average Wait Time
>1-600
Busy Not Available
>1-150
Calls Waiting
>1-999
Current Wait Time
>1-600
Grade of Service
<1-100%
Internal Made
>1-999
Longest Wait Time
>1-600
Lost Calls
>1-999
New Messages
>1-999
No Answer
>1-999
Outbound Calls (External)
>1-999
Overflowed Answered
>1- 999
Overflowed Calls
>1-999
Overflowed Calls Waiting
>1-999
Overflowed Lost
>1-999
Presented Calls
>1-999
Queue State
Queue State Time
>1-600[2]
Routed to Other
>1-999
Routed to Voicemail
>1-999
Talk Average
>1-600
Talk Inbound
Talk Inbound Average
Talk Internal
Talk Outbound
Talk Outbound Average
>1-600
Talk Total
Transferred
>1-999
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 418
Issue 26.N (Friday, April 05, 2013)
Agent View
In Customer Call Reporter, the Agent view is part of the agent reporting license, every licensed agent will be
able to run their own view. An Agent is able to login via a thin client web browser session and associate with a
Supervisor. The Agent view also displays any alarms that have been set by the Supervisor.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 419
Issue 26.N (Friday, April 05, 2013)
Call Statistics
The Customer Call Reporter provides detailed statistics to help small businesses understand exactly where a
call has been within the business. Statistics are measured against (also refer to the table below):
·Queues
Points in the call center where a queue forms such as hunt groups.
·Agents
Individuals that are members of queue groups who answer the calls.
Statistic Full Name
Available for ...
Call Type[1]
Warning
/Alarm
Type
Include
Overflow
System
Queue
Agent
Total
Ext'
Int'
From
To
Agent Productivity
>1-99%
Agent State (Queue)
Agent State (Queue) Time
>1-999[2]
Agent State (System)
Agent State (System)
Time
Agents ACW
>1-150
Agents Available
<1-150
Agents Call Share
Agents Logged On
<1-150
Agents Present
Agents Ringing
Answered Calls
>1-999
/[3]
Answered External (Non-
Queue)
>1-999
Answered Internal (Non-
Queue)
>1-999
Answered Internal
(Queue)
>1-999
Average Answer %
<1-100%
Average Answer Time
>1-600
Average Wait Time
>1-600
Busy Not Available
>1-150
Calls Waiting
>1-999
Current Wait Time
>1-600
Grade of Service
<1-100%
Internal Made
>1-999
Longest Wait Time
>1-600
Lost Calls
>1-999
/[3]
New Messages
>1-999
No Answer
>1-999
/[3]
Outbound Calls (External)
>1-999
Overflowed Answered
>1- 999
Overflowed Calls
>1-999
Overflowed Calls Waiting
>1-999
Overflowed Lost
>1-999
Presented Calls
>1-999
/[3]
Queue State
Queue State Time
>1-600[2]
Routed to Other
>1-999
Routed to Voicemail
>1-999
Talk Average
>1-600
/[3]
Talk Inbound
/[3]
Talk Inbound Average
/[3]
Talk Internal
Talk Outbound
Talk Outbound Average
>1-600
Talk Total
/[3]
Transferred
>1-999
1.With statistics that support both internal and or external calls, the selection of which call types are
reported is selectable through the statistic's settings.
2.For Agent State (Queue) Time and Queue State Time, separate time thresholds can be set for
each state that has been selected to alarm.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 420
Issue 26.N (Friday, April 05, 2013)
3. / * For Answered Calls, Lost Calls, No Answer, Talk Inbound, Talk Inbound Average,
Talk Total, Talk Average, and Presented Calls queue calls that overflowed to a queue are
included in agent statistics but not in queue statistics.
4.This documentation uses the full name for IP Office Customer Call Reporter statistics and states.
However, for the display in browser screens, the IP Office Customer Call Reporter can use
abbreviated names. The statistics however remain the same.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 421
Issue 26.N (Friday, April 05, 2013)
Historical Reporting
The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily
retrieve the reporting information they need from one of seven standard drag and drop report templates. The
IP Office Customer Call Reporter offers "cradle to grave" reporting for businesses that want to track specifically
how a call was routed through their business. The historical reporting is accessed via the Supervisor login.
IP Office Customer Call Reporter Report Templates
The following main report templates are available with IP Office Customer Call Reporter:
·Agent Summary Report
This report type details the call activity for agents in a queue or for specific agents.
·Call Details Report
The Call Details Report contains details of the total number of calls, internal calls (optional), external
outbound calls and the total number of external inbound calls.
·Call Summary Report
The Call Summary Report contains details of the total calls presented and answered; the average
speed to answer in percentage and average speed to answer time, the number of calls overflowed
and lost, the average abandon time as well as the grade of service.
·Trace Reports
The Trace Report lists in chronological order all the events, date and time stamped that involved the
user selected.
·Alarm Reports
Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are
listed over a user specified time period. Totals are included that show the number of warning and
critical alarms received for each unique alarm type included in the report.
·Voicemail Reports
The report shows the following information; Total calls answered by the Auto-Attendant (Voicemail
Pro), total calls abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with
a tally of the number of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-
Attendant).
·Agent Time Card Report
This report summarizes agent performance including time logged in, talk time, time in various states,
calls made and answered and agent performance. The report does not include internal calls.
Creating an IP Office Customer Call Reporter Report
From the seven basic report templates within IP Office Customer Call Reporter, a user can create over 100
different reports depending upon how they want to see the information that is most useful for their business.
All standard report templates have common fields that can be completed to create a report. And when
entering details in a field a wildcard ’*’ can be used to represent everything. The common fields are listed
below:
·Report Name
The text entered is used as the main title of the report. If the report is saved this is the saved name
of the report.
·Subject
This is the main subject of the report. The drop down list offers a list of report subjects that are
pertinent to the report i.e. Hunt Group, Agent, DDI etc.
·Filter
The filter is used to refine the data and again offers filters that are pertinent to the report i.e. All,
Answered, Lost, etc.
·Exclude Internal
When selected, internal calls are excluded from the report.
·Working Hours
The start and finish time of the working day can be specified using the spin controls.
·Group Results by
The drop down list offers a list of display options.
·Scheduled
By default this field is shown as 'Manual'. If the option 'Scheduled' is selected then additional fields
are available:
·Report Format
The format that the report is to be produced in can be selected from Adobe, Word, Excel, Rich Text or
Crystal.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 422
Issue 26.N (Friday, April 05, 2013)
·Email Address
An email address can be entered if the report is to be sent by email.
·Printer
The printer path that the report should be sent to.
·Report Period
Selection of days, weeks or months from a list box. The number of days or weeks is counted from the
date that the report is first scheduled to be run. Months are from the last full months data i.e. if the
report is scheduled in February then January will be the last month in the report.
·Report Range
The start and end date for the report.
·Language
If the default language is not required then another language can be selected that your system
supports.
Filters can be used in the report to provide exactly the type of information the customer is looking for. The
filter field is used to refine the data and offers the following options in a drop down list; All, Answered,
Refused, Refused Overflowed, Overflowed All, Overflowed Off PBX, Overflowed on PBX, Transferred and Lost
Calls. The default setting is all.
Reports can also be scheduled for future delivery to any network printer or email address in any of the
supported formats.
IP Office Customer Call Reporter Report Examples
Call Details Report:
Call Summary Report:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 423
Issue 26.N (Friday, April 05, 2013)
Agent Time Card Report:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 424
Issue 26.N (Friday, April 05, 2013)
Supervisor Wallboard
Customer Call Reporter provides a browser-based wallboard that can be used in businesses who want to
display key statistics in a group area, such as on an LCD television screen.
The wallboard has the ability to display all the statistics currently available within Customer Call Reporter, but
can also provide two additional new features:
·A scrolling message board, for important messages during the course of the working day
·A standings or "leader" board, which displays the top agents for a particular activity during the day
In addition to this, the wallboard can also be customized with the company’s logo and colors. Also, there is no
limit to the number of statistics that can be displayed (caution: adding too many statistics may cause the
displayed statistics to be too small to be viewed reasonably).
Wallboard Requirements
·The wallboard can run on all the supported browsers for Customer Call Reporter.
·Microsoft Silverlight is a required plug in that can be downloaded before starting the wallboard.
Wallboard Licensing
The Customer Call Reporter wallboard is based upon the number of supervisors licensed within CCR, for each
supervisor license purchased; there can be one instance of the wallboard. If five supervisor licenses are active
on the system, then five instances of the wallboard can be used throughout the business. The wallboard logins
do not have to be unique, for example, the system may have only one wallboard account set up within CCR,
but that same account can be used for as many supervisor licenses that exist on the system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 425
Issue 26.N (Friday, April 05, 2013)
Custom Reports
Contact Center Reporting Custom Reports
IP Office provides the ability to create custom reports using Microsoft Report Builder and then to upload the
custom report file to Advanced Edition. The custom report capability is targeted at the technically savvy
supervisor or a customer service organization that can create reports to meet a customer's requirement.
Microsoft Report Builder & Custom Report files
IP Office supports Microsoft Report Builder 2.0 and 3.0. It can be installed from SQL 2008 Express with
Advanced Services (part of the pre-requisite folder). It can also be installed manually.
Report Builder can be launched from within Customer Call Reporter if installed with SQL 2008 Express with
Advanced Services. Report Builder is used to create and test Custom Reports before they are uploaded into
Customer Call Reporter.
Report Builder can be launched from within Customer Call Reporter and it can be bookmarked. A base Custom
Report file and a suite of sample Custom Report files can be downloaded from Advanced Edition to simplify the
custom report file creation. Once a custom report file has been created, the file is uploaded into Customer Call
Reporter. Once these files are in Customer Call Reporter, it can be used in the same way as the existing
reports. Custom report files can be deleted or downloaded, used for Report generation and used to create
report templates.
Custom Report generation is integrated within Advanced Edition Historical Report management tools to allow
Template copy, Recent Reports, Scheduled Report, Email, Print and Export (PDF, Word, Excel, and TIFF).
IP Office also delivers many sample Custom Reports including some that are mimic the standard historical
reports. These can be used as a convenient starting point if the custom report is similar to an existing report.
he list of sample reports is being finalized at this point and will be added to a later version of this document.
Sample Custom Report Capabilities
The following is a system-level report with sample gauges and text box cells for statistics, call rate and
parameters.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 426
Issue 26.N (Friday, April 05, 2013)
Customer Map
The customer map shows the location of callers based on the caller's number. When a caller's location has
been identified , a pin is placed on the map at that location. The color of the pin changes with the volume of
calls that match that same location. When the caller cannot be resolved beyond just a country, a colored
button is used instead of a pin. Hovering your cursor over a pin or button displays details of the location and
the number of callers from that location.
The customer map can use a number of different map backgrounds. These vary by map provider and map
type.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 427
Issue 26.N (Friday, April 05, 2013)
Chapter 20.
Management Utilities
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 428
Issue 26.N (Friday, April 05, 2013)
20. Management Utilities
This section gives an overview of the management applications that are common to all IP Office platforms.
·IP Office Web Manager
IP Office's main configuration tool.
·IP Office Simplified Manager
A flavor of the IP Office Manager targeted for Sub-20 type deployments.IP Office Monitor
A trace utility for trouble shooting.
·SNMP
Alerts and alarms from IP Office systems to SNMP tools or to SMTP email.
·System Status Application (SSA)
A diagnostic tool to monitor and check the status of IP Office systems.
·Data Migration Manager (DMM)
A migration tool to facilitate configuration data from BCM and Norstar® products to IP Office.
429
435
437
438
439
440
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 429
Issue 26.N (Friday, April 05, 2013)
IP Office Web Manager
IP Office Web Manager is a new browser-based management tool designed to simplify the installation and
maintenance process by providing an intuitive and user-friendly management tool that runs on most standard
browsers. The new IP Office Web Manager eliminates the need to have windows operating system as it can run
on any device that supports standard browsers.
IP Office Web Manager supports the following modes of IP Office:
·Quick Mode A-Law
·Quick Mode Mu-Law
·PARTNER Mode
·Norstar Mode (PBX, KTS)
Browser Support
The following browsers are supported:
·Microsoft Internet Explorer 8 and later
·Mozilla Firefox 16 and later
Login Page
The super user logs on to the system using the system default username and password.
Default User name: "Administrator"
Default Password: "Administrator"
Menu Driven Configuration
The IP Office Web Manager has a newly designed menu that enhances the navigation. The tool is designed to
configure tasks or features via parameters.
The following menus are available in the IP Office Web Manager:
Home
A new concept of a homepage or dashboard lets the administrator see a full system view in a graphical way.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 430
Issue 26.N (Friday, April 05, 2013)
Graphical System View
The logical view of the system includes port status LED lights. Following are the system LED status indicators:
1. Green – Port is connected and correctly configured.
2. Red – Port is connected but is either not correctly configured or is down.
3. Grey – Port is not connected and is available.
Mouse over the LED to display a pop-up with the configured user with name and extension number. The
particular user configuration can be edited directly by clicking on the pop-up.
Critical Message Bar
A critical message bar displays any critical alarms. Upon clicking on the message, the administrator will be
taken directly to the relevant configuration page for any debugging.
Static System Information
The three system status indicators on the right display the installed HW, System information and configured
features.
Dynamic feature Information
The four feature information tabs display detailed configuration status on voicemail, hunt group, users and
auto attendant.
User
The user configuration is extracted and available as a separate tab item because it’s one of the most used
features during initial system configuration as well as for adds, moves and changes.
There are two levels of user settings: "Basic" and "Advanced".
Basic User Screens
The basic user screens let the administrator configure the basic parameters associated with the users including
name, extension, language, twinned number and more. The IP Office would work fine by just configuring the
basic parameters and does not need the administrator to ensure any "Advanced" configuration parameters.
The Basic user screens provide a "quick" view and "detail" view for users.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 431
Issue 26.N (Friday, April 05, 2013)
Advanced User Screen
For more sophisticated use of the system, the administrator can then go to the "Advanced" screen by clicking
the "Advanced" button at the bottom of the user screen.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 432
Issue 26.N (Friday, April 05, 2013)
Incoming Call Management
The incoming call management tab includes "Groups", "Auto Attendant". and "DND Exception List".
Outgoing Call Management
The outgoing call management tab includes "Speed Dial", "Calling List", and "Alternate Route Selection".
System
The System tab includes "Switch", "Trunks", "Backup and Update", "Auxiliary Equipment", and "User
Preferences".
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 433
Issue 26.N (Friday, April 05, 2013)
Monitoring
The monitoring tab includes four menu items: "System Status", "Faults and Alarms", "System Logs", and
"Audit Trails". The System Status application is directly launched as an applet.
Applications
The Applications tab includes "Voicemail" configuration.
Role Based Administration
IP Office Web Manager supports role based administration. Super user logs on to the system using system
default username and password. The Super User can then add more administrators with different read/write
privileges.
Search
A system level "search" functionality is available as part of the Title Menu Bar.
Import/Export
Many features within the new IP Office Web Manager support import and export capabilities using.csv and .
xml. This lets the administrator prepare the information before hand (i.e. ask the customer to provide an excel
sheet with user names, extensions and features) and simply import to complete the system configuration.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 434
Issue 26.N (Friday, April 05, 2013)
Back-up, Restore, and Upgrade
Web Manager is enhanced to include new Back-Up, Restore, and Upgrade functionality.
·Back-up:
A back-up image from the system/primary directory on the SD card can be sent to the SD Card system
back-up or to the local machine that is running the browser. In the latter case, Web Manager will download
a java applet to interact with the local file system.
·Restore:
Existing back-up files can be restored to the "system/primary" directory of the SD card. Restores can be
made from the "system/backup" to the "system/primary" of the SD card or from the local machine that is
running the browser. Web Manager downloads a java applet to interact with the local system. All restores
will require a system reboot.
·Upgrade:
The upgrade package will be installed on the machine that is running the browser. Web Manager will interact
with the IP Office to install the upgrade. The system will require a reboot after the system upgrade.
Help
The IP Office Web Manager provides intuitive help. There is pop-up help when the user tries to configure a
non-supported config. Also if a parameter value is not valid, the configuration window becomes "red" and the
"Save" button is automatically grayed out prevents invalid configurations from getting saved. Quick Inline
editing also helps configure/change settings easily.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 435
Issue 26.N (Friday, April 05, 2013)
IP Office Simplified Manager
IP Office Essential Edition operates in two modes, namely Quick Mode and Standard Mode (Standard mode is
the current mode of operation of IP Office). Essential Edition - Quick Mode is managed by the Simplified
Manager, designed to reduce the installation times, specifically for Sub-20 deployments.
The 500v2 will initially boot-up in Quick Mode. An option in IP Office Manager is provided to switch IP Office to
Standard Mode as default.
IP Office has a built-in audit trail that tracks changes to the system configuration, and who has made them.
Manager can display the audit trail to assist with problem resolution. The audit trail records the last 15
changes in the configuration and records the following elements:
·Configuration Changed - For configuration changes, the log will report at a high level on all
configuration categories (users, hunt group...) that have been changed.
·Configuration Erased
·Configuration merged
·Reboot – user instigated reboot
·Upgrade
·Cold Start
·Warm Start
·Write at HH:MM – This is when the administrator saved the configuration via the schedule option
·Write with Immediate Reboot
·Write with Reboot When Free
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 436
Issue 26.N (Friday, April 05, 2013)
IP Office Manager is also used for maintenance functions such as:
·Upgrade to the IP Office system software
·Ability to send software over an IP network link to a system and have it validated before committing
to the upgrade
·Backwards compatibility with systems from Release 2.1 onwards to allow a single management
application
·Importing and Exporting IP Office configuration information in ACSII-CSV files. Manager will create
files for the following data:
oConfiguration.csv which is a complete list of items as per IP Office Manager and earlier
oDirectory.csv containing fields NAME, NUMBER
oHuntGroup.csv containing fields HUNT GROUP NAME, HUNT GROUP EXTENSION, GROUP, HUNT,
ROTARY, IDLE, QUEUING, VOICEMAIL, BROADCAST MESSAGES, EMAIL ADDRESS
oLicense.csv is import only containing fields LICENCE OPTION, LICENCE KEY
oShortCode.csv containing fields SHORT CODE, TELEPHONE NUMBER, FEATURE NAME
oUser.csv containing fields NAME, EXTENSION NUMBER, USER RIGHT, EMAIL ADDRESS
oUser templates for rapid programming and user rights for setting up user access levels
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 437
Issue 26.N (Friday, April 05, 2013)
IP Office Monitor
The IP Office Monitor application is a real-time maintenance utility to assist with IP Office trouble-shooting. As
the application connects to the IP Office over an IP connection it can be used from both local (LAN) and remote
locations (WAN).
A simple interface allows an engineer to select which protocols and interfaces are to be monitored and
decoded. The trace can either be captured directly to screen or as a log file for later analysis. Traces from
different protocols can be color coded to improve the clarity of large log files. In addition to monitoring, the
application captures system alarms and will display an activity log of the last 20 alarms that have occurred.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 438
Issue 26.N (Friday, April 05, 2013)
Simple Network Management Protocol (SNMP)
SNMP is an industry standard designed to allow the management of data equipment from different vendors
using a single Network Manager application. The Network Manager will periodically poll equipment to solicit a
response, if no response is received an alarm is raised. In addition to responding to polls, IP Office monitors
the state of its Extensions, Trunk cards, Expansion Modules and Media cards so that if an error is detected IP
Office will notify the Network Manager. IP Office allows two separate Network Managers to be configured so
that both a customer's Network Manager and a Maintainers Network Manager to be notified of the same alarm
condition. As the IP Office solution comprises many applications, the core software notifies SNMP events from
both Voicemail Pro and Embedded Voicemail to warn of approaching storage capacity limits.
IP Office has been tested against CastleRock's SNMPc-EE™ and HP's Network Node Manager (part of the
OpenView application suite).
On customer sites where SNMP management is not available, IP Office can email events using up to 3 email
addresses each containing a different set of alarms. The following system event categories can be chosen for
email notification, if installed on the system:
·Generic
·Trunk lines
·Embedded Voicemail Card
·VCM
·Expansion modules
·Applications
·License
·Phone change
·CSU Loop-Back
IP Office sends email notifications directly to the email server; no additional PC client is needed.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 439
Issue 26.N (Friday, April 05, 2013)
System Status Application
The System Status Application (SSA) is a diagnostic tool for system managers and administrators to monitor
and check the status of IP Office systems locally or remotely. SSA shows both the current state of an IP Office
system and details of any problems that have occurred. The information reported is a combination of real-time
events, historical events, status and configuration data to assist fault finding and diagnosis. SSA provides real-
time status, historic utilization and alarm information for ports, modules and expansion cards on the system.
SSA connects to all variants of IP Office using an IP connection that can be remote or local. Modem
connections at 14.4kbps or above are supported for remote diagnostics.
SSA provides information on the following:
·Alarms
SSA displays all alarms which are recorded within IP Office for each device in error. The number, date
and time of the occurrence is recorded. The last 50 alarms are stored within IP Office to avoid need
for local PC.
·Call Details
Information on incoming and outgoing calls, including call length, call ID and routing information.
·Extensions
SSA details all extensions (including device type and port location) on the IP Office system.
Information on the current status of a device is also displayed.
·Trunks
IP Office trunks and connections (VoIP, analog and digital) and their current status are displayed. For
VoIP trunks, QoS information is also displayed (e.g. round trip delay, jitter and packet loss).
·System Resources
IP Office includes central resources that are utilized to perform various functions. Diagnosing these
resources is often critical to the successful operation of the system. This includes details on resources
for VCM, Voicemail and conferencing.
·QoS Monitoring
QoS Parameters from connected calls, such as jitter and roundtrip delay, are monitored.
SSA can be launched independently or from IP Office Manager and there can be up to two (2) SSA clients
connected to an IP Office unit at one time.
Note: SSA is not a configuration tool for IP Office systems.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 440
Issue 26.N (Friday, April 05, 2013)
Data Migration Manager
A new tool, called the Data Migration Manager (DMM), is specifically designed to facilitate quick and easy
migration from BCM and Norstar™ systems to IP Office. There are three steps in the migration process:
Extract, Convert and Apply.
DMM will migrate:
·Announcements and greetings
·Voicemail messages
·Extract Call Pilot configuration
This will create a strong competitive advantage and reduce the installation times significantly.
Step 1 - Extract: This step involves specification of the source from which you intend to extract the
configuration data file as well as other data including voicemails, greetings, recorded names etc.
Step 2 - Convert: This step involves converting the data in the format of the source product to the format of
the destination product. I.e. convert data that is understood by BCM to data that is understood by IP Office.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 441
Issue 26.N (Friday, April 05, 2013)
Step 3 - Apply: This step involves applying the configuration to the destination product, which is always IP
Office.
Supported models include the following:
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 442
Issue 26.N (Friday, April 05, 2013)
BCM
·BCM200 4.0
·BCM400 4.0
·BCM1000 4.0
·BCM50 3.0, 5.0, 6.0
·BCM450 1.0, 5.0, 6.0
Norstar
·CICS, MICS 7.x
·Call Pilot 100/150 3.1
IP Office 7.0 and later
·Standard Mode
·Norstar Mode
·PARTNER Mode
IP500 V2 control unit required
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 443
Issue 26.N (Friday, April 05, 2013)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 444
Issue 26.N (Friday, April 05, 2013)
Chapter 21.
IP Office Support Services
and Automated
On-Boarding
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 445
Issue 26.N (Friday, April 05, 2013)
21. IP Office Support Services and
Automated On-Boarding
Avaya Global Services
Introducing Avaya IP Office Support Services
Avaya IP Office Support Services provides service options designed to maintain and support customers’ IP
Office.
The charts below provide a brief overview of the new service offering. For additional details of the new Avaya
IP Office Support Services offering, please refer to the Global Offer Definition document and other launch
materials located online, at http://portal.avaya.com/ptlWeb/gs/services/SV0578.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 446
Issue 26.N (Friday, April 05, 2013)
Note: IP Office Support Services will be the only Manufacturers Support Offer available in this (and future)
releases. The Block of Hours offer (SME Technical Support for Partners) will remain available on legacy
products (including IP Office Release 8.0 and earlier versions). IP Office Support Services is recommended but
it is not mandatory.
Avaya Maintenance, Lifecycle and Warranty Information
Avaya IP Office Support Services complements standard Avaya maintenance, life cycle, and warranty policies
which are posted on support.avaya.com
Additional Avaya IP Office Support Services Information
For additional details of the new Avaya IP Office Support Services offering, please refer to the Global Offer
Definition document and other launch materials located at
http://portal.avaya.com/ptlWeb/gs/services/SV0578.
On-Boarding Automation
The new maintenance offer for Avaya IP Office Support Services requires the completion of some simple
administrative steps to facilitate service delivery. On-boarding of the specific IP Office system is required to
create an installed base inventory record in the Global Registration Tool (GRT) and, where supported and
requested, the establishment of SSL/VPN remote connectivity into the Avaya support infrastructure, termed
'technical registration.'
To create a more streamlined and integrated process, several automation elements have been added to the
On-Boarding process within Web Manager and made available for use with IP Office Basic, Standard, and
Server editions. The On-Boarding option in the Tools drop down menu opens up the On-Boarding page.
The On-boarding menu guides the user through the required steps listed briefly below:
1. The Get Inventory File option extracts the IP Office inventory from the configured IP Office into an
inventory .xml file which is stored on the user's laptop or system.
2. From the user's browser, click the Register IP Office button to proceed directly to the IP Office
Global Registration Tool (GRT) landing page.
3. The user logs into GRT with their SSO log-in credentials, entering the specific customer 'Sold To' and
other site-specific information.
4. The IP Office inventory file is then uploaded into GRT, which will then use this information to create
the installed base inventory record.
5. If the user has requested remote access into Avaya, then GRT will automatically generate an SSL/VPN
Onboarding.xml file which is downloaded to the machine running the web browser.
6. The Onboarding.xml file is uploaded to the IP Office by clicking on the Upload button located in the
'Upload On-Boarding' file area.
After completing the steps outlined above, the inventory installed base creation and the technical
registration to establish SSL/VPN connection into the Avaya services infrastructure is now completed.
Note: Some exceptions and conditions apply to the On-Boarding Automation tools as they are described
above:
·Not supported on the IP Office 500v1 system.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 447
Issue 26.N (Friday, April 05, 2013)
·Not supported on the external expansion applications server (Material Code – 26981026) used with the
IP Office, as no core processing runs on this server. To facilitate completion of necessary GRT
registration, the Web Control contains the material code for quick reference.
·Telephone inventory information is required since optional telephone APR coverage is not available in
the inventory file that is automatically extracted.
·To ensure the most accurate inventory file, the system should be fully configured before starting the
registration process in GRT.
·The auto-extracted inventory file utilizes a "best match" approach to identify the corresponding
hardware material code. GRT provides users an opportunity to review and make adjustments to the
final installed base inventory record in situations where the "best match" does not accurately reflect the
actual site installation configuration.
·After completing the initial on-boarding process, the extracted inventory file can be generated again in
the future to capture any changes to the system configuration. This can be useful for ongoing service
or troubleshooting.
Always refer to the IP Office Support Services offer description and process training materials for the most
current details of these and other process requirements required for maintenance coverage.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 448
Issue 26.N (Friday, April 05, 2013)
Chapter 22.
Technical Specifications
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 449
Issue 26.N (Friday, April 05, 2013)
22. Technical Specifications
PC requirements and specifications of the various IP Office applications can be found in a separate document in
the IP Office section of support.avaya.com.
Dimensions
Unit Dimensions (mm/inches)
Width
Height
Depth
IP500 and IP500 V2
445mmm/17.5"
73mm/2.9"
365mm/14.4"
·The recommended minimum clearance, front and rear, for the connection of cables and other devices is
75mm/3".
Weight
Unit
Weight
IP500 Control Unit
3.2Kg/7.0lbs
IP500 V2 Control Unit
3.2Kg/7.0lbs
IP412 Control Unit
3.0Kg/6.7lbs
Analog 16 Module
2.9Kg/6.5lbs
DS16 Module
3.0Kg/6.7lbs
DS30 Module
3.5Kg/7.8lbs
DS16A Module
3.0Kg/6.7lbs
DS30A Module
3.5Kg/7.8lbs
TCM8
0.4Kg/0.9lbs
WAN3 Module
2.8Kg/6.3lbs
So8 Module
2.8Kg/6.3lbs
Phone 8 Module
2.8Kg/6.3lbs
Phone 16 Module
2.9Kg/6.5lbs
Phone 30 Module
3.1Kg/6.94lbs
Environmental
·0°C to +40°C (32°F to 104°F). 95% relative humidity, non-condensing.
Call Capacity
Busy Hour Call Complete (BHCC) is a measure used to test IP Office systems under a high call load. For BHCC
tests, each incoming call rings for 5 seconds, is answered and stays connected for 6 seconds. The BHCC
figures for the different IP Office control units are listed below. Note that in some cases the BHCC figure
achievable will be limited by the number of incoming trunks supported.
·IP500 = 36000.
·IP500 V2 = 36000.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 450
Issue 26.N (Friday, April 05, 2013)
Telephone Extension Cable Lengths
The following table details the maximum cable lengths supported for the telephone ranges. These figures
assume that standard twisted-pair telephone cable or CAT5 network cable is used.
Telephone
Unshielded Twisted-Pair (UTP) - 50nf/Km
CW1308
AWG22
(0.65mm)
AWG24
(0.5mm)
AWG26
(0.4mm)
1600/9600 Series
NA determined by
network
NA determined
by network
NA
determined
by network
NA determined
by network
1400 Series
1200m/3937'
1000m/3280'
670m/2200'
400m/1310'
5400 Series
1200m/3937'
1000m/3280'
670m/2200'
400m/1310'
T3 Series (UPN)
1000m/3280'
1000m/3280'
400m/1310'
–
Analog telephones
1000m/3280'
1000m/ 3280'
400m/1640'
800m/2620'
Heat Dissipation
Note that the above numbers are for reference only. For practical purposes, for example the calculation of heat
dissipation, it is recommended to base environmental requirements (for example air cooling or UPS ratings) on
the maximum input rating of the power supplies of the planned IP Office configuration, as follows.
In order to calculate the maximum, that is worst case, amount of heat that can be generated by an IP Office
system, it is assumed that all input power is converted to heat; whether from the PSU itself, the system unit,
expansion module and/or cabling.
Heat dissipation is normally measured in British Thermal Units (BTU's). A heat value expressed in Watts can be
converted to BTU/hr by multiplying by 3.41297. As indicated above, you should use the maximum power input
of 115 VA of each power supply to calculate this most accurately.
Using the conversion factor:
·Heat Dissipation = 115 x 3.41297 = 392.5 BTU/hour.
The metric equivalent to BTU is a Joule where 1 BTU = 1,055 Joules.
This calculates the BTU value per power supply. The maximum BTU per system is therefore calculated, based
on total number of power supplies installed in the system.
·IP500 V2 Maximum Heat Dissipation = 13 x 392.5 = 5,103 BTU/hr.
Remember to budget for the power requirements of any additional devices that are to be co-located with the
IP Office such as server PC's (voicemail, etc).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 451
Issue 26.N (Friday, April 05, 2013)
Power Supply
·Input
·IP Office 500 V2 and IP Office 500 System Unit: IEC AC inlet socket. 100-240V AC, 50/60Hz,
81-115VA, 2.5A maximum.
·Power Supply Units: All CE/UL/Dentori Safety Approved.
·Standard 60W Power Supply Unit (All control and expansion units unless otherwise indicated)
Supplied with the control or expansion unit. 40W PSU with integral lead to the unit. Connection to
switched mains supply requires separately supplied country specific IEC 60320 C7 power cord (2-
wire figure 8 connector).
·Input: 100-240V AC, 50/60Hz, 81-115VA, 2.5 maximum.
·Output: 24Vdc, 1.875A, output power 60W maximum.
·IP Office 500 80W internal Power Supply
Integral to the System Unit. Connection to switched mains supply requires separately supplied
country specific IEC 60320 C13 power cord (3-wire earthed cold kettle lead).
·Input: 100-240V AC, 50/60Hz, 81-115VA, 2.5A maximum.
·IP Office 500 V2 100W internal Power Supply
Integral to the System Unit. Connection to switched mains supply requires separately supplied
country specific IEC 60320 C13 power cord (3-wire earthed cold kettle lead).
·Input: 100-240V AC, 50/60Hz, 81-115VA, 2.5A maximum.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 452
Issue 26.N (Friday, April 05, 2013)
Interfaces
Interface
Information
DTE Port
·9 way D-type D-Type female connector: V.24/V.28.
ISDN Ports
EU Interfaces:
·BRI:
RJ45 sockets. ETSI T-Bus Interface to CTR3 for Pan European Connection.
·PRI E1:
RJ45 socket. ETSI T-Bus Interface to CTR4 for Pan European Connection.
·PRI T1/J1:
RJ45 socket: FCC Part 68/JATE connection.
USA Interfaces:
·PRI T1 Service:
Ground Start (GS) – Default, E&M, 56k data for 5ESS, 56/64/64 restricted for
4ESS.
·PRI ISDN Switch support:
4ESS, 5ESS, DMS-100, DMS-250 (includes conformance to ANSI T1.607 and
Bellcore Special Report SR4287, 1992).
·PRI ISDN Services:
AT&T Megacom 800, AT&T WATS (4ESS), AT&T SDS Accunet 56kB/s and 64kB/s
(4ESS), AT&T Multiquest (4ESS).
Analog Trunk Ports
·RJ45 sockets: Loop start/Ground start (regional dependant)
Power Fail Ports
·RJ45 sockets:
ISDN
Data Rates
·BRI: B-channel 64kbps or 56kbps, D-channel 16kbps.
·PRI: B-channel 64kbps or 56kbps, D-channel 64kbps.
Analog Phone Ports
·RJ45 sockets
·REN: 2. (External Bell via POT port: REN = 1)
·Off Hook Current: 25mA.
·Ring Voltage: 40V (nominal) RMS.
LAN
·RJ45 sockets. Auto-negotiating 10/100 BaseT Ethernet (10/100Mbps).
WAN
·IP406 V2 and IP412: 37 way D-Type female sockets. X.21 interface to 2048k bps,
V.35 interface to 2048Kbps and V.24 Interface to 19.2Kbps.
Audio
·3.5mm Stereo Jack socket. Input impedance - 10k /channel.
·Maximum AC signal – 200mV rms.
External
Output Port
·3.5mm Stereo Jack socket. Switching Capacity - 0.7A.
·Maximum Voltage - 55V DC. On state resistance - 0.7.
·Short circuit current - 1A. Reverse circuit current capacity - 1.4A.
Embedded Voice
Memory
·IP406 V2 and IP500: 512MB Compact Flash memory card.
Protocols
Protocol
RFC
Information
V120
-
A standard Rate Adaptation mechanism.
V110
-
A standard Rate Adaptation mechanism.
PPP
RFC1661
Point to Point Protocol.
LCP
RFC1570
Link Control Protocol.
MP
RFC1990
Multi-Link (Point to Point) Protocol.
IPCP
RFC1332
Internet Protocol Control Protocol.
PAP
RFC1334
Password Authentication Protocol.
RTP/RTCP
RFC1889
Real Time and Real Time Control Protocol.
CHAP
RFC1994
Challenge Handshake Authentication Protocol.
CCP
RFC1962
Compression Control Protocol.
STAC
RFC1974
STAC LZS Compression Protocol.
MPPC
RFC2118
Microsoft Point to Point Compression (Protocol).
BACP
RFC2125
Bandwidth Allocation Control Protocol.
UDP
RFC768
User Datagram Protocol.
IP
RFC791
Internet Protocol.
TCP
RFC793
Transmission Control Protocol.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 453
Issue 26.N (Friday, April 05, 2013)
Protocol
RFC
Information
DHCP
RFC1533
Dynamic Host Control Protocol.
NAT
RFC1631
Network Address Translation.
BOOTP
RFC951
Bootstrap Protocol.
TFTP
RFC1350
Trivial File Transfer Protocol.
NTP
RFC868
Network Time Protocol.
SNMPv1
RFC1157
Simple Network Management Protocol. (STD15)
RFC1155
Structure and identification of management information for TCP/IP
based internets. (STD16)
RFC1212
Concise MIB Definitions. (STD16)
RFC1215
A convention for defining traps for use with SNMP.
MIB-II
RFC1213
Management Information base for network management of TCP/IP
based internets: MIB-II. (STD17)
ENTITY MIB
RFC2737
Entity MIB (Version 2).
RIP
RFC1058
Routing Information Protocol.
RFC2453
RIP Version 2. (STD56)
RFC1722
RIP Version 2 Protocol Applicability Statement. (STD57)
IPSec
RFC2401
Security Architecture for the Internet Protocol.
RFC2402
IP Authentication Header.
RFC2403
The Use of HMAC-MD5-96 within ESP and AH.
RFC2404
The Use of HMAC-SHA-1-96 within ESP and AH.
RFC2405
The ESP DES-CBC Cipher Algorithm with Explicit IV.
RFC2406
IP Encapsulation Security Payload. (ESP)
RFC2407
The Internet IP Security Domain of Interpolation for ISAKMP.
RFC2408
Internet Security Association and Key Management Protocol.
RFC2409
The Internet Key Exchange.
RFC2410
The NULL Encryption Algorithm and its Use with IPSec.
RFC2411
IP Security Document Roadmap.
L2TP
RFC2661
Layer Two Tunneling Protocol "L2TP".
RFC3193
Securing L2TP using IPSec.
Header Compression
RFC2507
IP Header Compression (IPHC).
RFC2508
Compressing IP/UDP/RTP Headers for Low-Speed Serial Links.
RFC2509
IP Header Compression over PPP.
DiffServ
RFC2474
Definition of the Differentiated Services Field (DS Field) in the
IPv4 and IPv6 Headers.
PPP MP
RFC1990
The PPP Multilink Protocol (MP).
Frame Relay Encapsulation
RFC1490
Multi protocol Interconnect over Frame Relay.
ML-PPP
RFC2686
The Multi-Class Extension to Multi-Link PPP.
Session Initiation Protocol
·Rec. E.164 [2] - ITU-T Recommendation E.164: The international public telecommunication
numbering plan
·RFC 2833 [7] - RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals
·RFC 3261 [8] - SIP: Session Initiation Protocol
·RFC 3263 [10] - Session Initiation Protocol (SIP): Locating SIP Servers
·RFC 3264 [11] - An Offer/Answer Model with Session Description Protocol (SDP)
·RFC 3323 [14] - A Privacy Mechanism for the Session Initiation Protocol (SIP)
·RFC 3489 [18] - STUN - Simple Traversal of User Datagram Protocol (UDP) Through Network Address
Translators (NATs)
·RFC 3824 [24] - Using E.164 numbers with the Session Initiation Protocol (SIP)
·RFC 1889 - RTP
·RFC 1890 - RTP Audio
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 454
Issue 26.N (Friday, April 05, 2013)
·RFC 4566 - SDP
·RFC 3265 - Event Notification
·RFC 3515 - SIP Refer
·RFC 3842 - Message Waiting
·RFC 3310 - Authentification
·RFC 2976 - INFO
·RFC 3323 - Privacy for SIP (PAI) and draft-ietf-sip-privacy-04 (RPID)
·RFC 3325 - Private Extensions to the Session Initiation Protocol (SIP) for Asserted Identity within
Trusted Networks
·RFC 3581 - An Extension to the Session Initiation Protocol (SIP) for Symmetric Response Routing
·RFC 3311 - The Session Initiation Protocol (SIP) UPDATE Method
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 455
Issue 26.N (Friday, April 05, 2013)
Chapter 23.
Licenses
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 456
Issue 26.N (Friday, April 05, 2013)
23. Licenses
Many solutions, applications and features on IP Office systems are licensed and only operate when a valid
license is detected. This includes features within IP Office applications running on PCs connected to the IP
Office system.
Licenses are 32 character strings derived from a unique serial number for the IP Office system which will be
using the license. The unique serial number is taken from the Feature Key device fitted to the IP Office
system.
·IP500 Smart Card Feature Key
For IP500 IP Office control units, the serial number is based on the Smart Card Feature Key fitted to the
control unit. A Smart Card Feature key is mandatory on all IP500 control units for correct operation of
the unit regardless of whether the unit is using any licenses.
·IP500 V2 SD Card Feature Key
For IP500 V2 control units, the serial number is based on the System SD Card Feature Key fitted to the
control unit. A System SD Card Feature key is mandatory on all IP500 V2 control units for correct
operation of the unit regardless of whether the unit is using any licenses.
There are 4 types of System SD card available, which define the default operating mode:
·System SD CARD A-Law
·System SD CARD Mu-Law
·System SD CARD PARTNER
·System SD CARD NORSTAR
Avaya IP Office Essential Edition License
In the previous IP Office release, no license was required to switch from Essential Edition Quick mode, Partner
Mode or Norstar Mode to IP Office Essential Edition Standard Mode.
IP Office Basic Edition, Basic Edition Partner Mode, and Basic Edition Norstar Mode continue to not require
licenses. However, upgrading these applications to Essential Edition now requires the Essential Edition License
to be applied to the system.
·The Avaya IP Office Essential Edition License material code is: 267786
The Avaya IP Office Essential Edition License enables Mobile Twinning and one-X Mobile Essential client for all
users and provides four (4) Remote Worker seats. Customers requiring more than four seats will purchase the
Teleworker User package for this capability (which, in this case, requires an upgrade to Preferred Edition). As
well as enabling Mobile Twinning, the Essential Edition license also enables the Mobile Call Control and Mobile
Callback features without requiring a particular licensed user profile.
The Essential Edition is a pre-requisite for Preferred Edition. The Preferred Edition will not work if the Essential
Edition license is not present. New customers attempting to install Preferred Edition will receive an alarm that
an Essential Edition license is required.
Note: The Preferred Edition users will have mobile twinning enabled for all users and retain access to the
Avaya one-X® Mobile Essential for IP Office client features (included with an Essential Edition license).
Avaya IP Office Server Edition License
IP Office Server Edition supports centralized licensing. All the user specific and system specific licenses can be
managed from the primary server that also acts as the centralized licensing server.
The only new license for the IP Office is the new system software license called Server Edition. The feature Key
Serial Number (System ID) is derived from platform hardware.
·The Avaya IP Office Server Edition License material code is: 270397
Feature Keys and Licenses
For licensing, each IP Office control unit must have its own Feature Key and license. The Feature Key
associated with one IP Office system cannot be used to validate the license of another IP Office system.
Since licenses are based on the serial number of the Feature Key, they cannot be moved between systems
with different Feature Keys. If a Feature Key is lost the license will become invalid. If it is necessary to
exchange a Feature Key due to damage or upgrade then the existing key and licenses can be exchanged
(license swap) through the Avaya Direct International (ADI) website (https://adi.avaya.com).
Some licenses enable a number of ports, channels or users. Depending on the particular license, each
supported instance may be consumed either when it is configured for use or alternatively when it is actually
being used. When no further instances of a license are available, further use of the licensed feature is not
allowed.
Typically for port, channel and user licenses, multiple licenses can be added to give a higher number of
supported ports, channels or users. However licenses above the capacity supported by the particular IP Office
control unit will not work.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 457
Issue 26.N (Friday, April 05, 2013)
The following sections detail the current individual IP Office licenses. The actual licenses are indicated by a
icon and the following information:
· License Name in IP Office Configuration: Avaya orderable part name (Material Code)
License description.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 458
Issue 26.N (Friday, April 05, 2013)
IP Office Upgrade License
To upgrade any existing IP Office system, a release license is first required. Upgrade licenses are sold
separately.
Ordering codes are summarized below:
· Upgrading to Release 8.1 – up to 32 users: IPO LIC UPG R8.1 SML (270680)
Single control unit with no external expansion modules.
· Upgrading to Release 8.1 – more than 32 users: IPO LIC UPG R8.1 LARGE (270399)
IP Office Group Collaboration Licenses
IP Office Preferred Edition
The following license is supported on all current IP Office control units.
· Preferred Edition: IPO LIC PREFRD (VM PRO) RFA LIC:DS (171991)
In particular, this license enables:
oadvanced messaging
omulti-level automated attendant
osecure meet-me conferencing
ocall recording
oconditional call routing
oText to Speech (TTS) for e-mail reading for users with appropriate User profiles (for Windows only)
oqueue announcements
This system license enables Voicemail Pro and provides the initial 4 ports.
IP Office Preferred Edition Messaging (Voicemail Pro) is a messaging server application that runs on a
Windows server PC. It is enabled through the Preferred Edition license (see above). Messaging services to
multiple IP Offices can be supported when they are connected in an IP Office Multisite Network. In this
centralized voicemail scenario, only the central IP Office requires the Preferred Edition license. The other
IP Offices within the network do not require a Preferred Edition license. However, due to load balancing,
capacity increase, and resilience reasons, it is possible to have more than one Preferred Edition License in
the Multisite Network.
By default Preferred Edition provides standard voicemail mailbox functions to all IP Office users and hunt
groups plus support for call recording and call waiting announcements to callers. A range of additional
features can be enabled by further licenses.
·Additional Messaging Ports Licenses
The Preferred Edition license includes support for 4 messaging ports. The total number of messaging
ports supported can be increased by adding combinations of the following licenses, at the time of
purchase or later, up to the maximum supported by the particular IP Office control unit (IP500/IP500
V2 = 40).
· Additional Messaging (2 Ports): IPO LIC VM PRO RFA 2 LIC:CU (174459)
· Additional Messaging (4 Ports): IPO LIC VM PRO RFA 4 LIC:CU (174460)
· Additional Messaging (8 Ports): IPO LIC VM PRO RFA 8 LIC:CU (174461)
· Additional Messaging Pro (16 Ports): IPO LIC VM PRO RFA 16 LIC:CU (174462)
·Messaging Feature Licenses
The Advanced Edition license provides Customer Call Reporter, ContactStore Call Recording Library,
Interactive Voice Response (IVR), Visual Basic scripting and generic Text-To-Speech (for Windows
only). The following licenses enable specific Messaging features beyond those already provided with
Advanced Edition. These additional licenses all require the Preferred Edition (Voicemail Pro) license as
a pre-requisite.
·UMS Web Services Licenses (also enabled by the "Office Worker," "Teleworker," and "Power User"
licenses)
UMS (Unified Messaging Server) allows users to access the messages in their Voicemail Pro mailbox
via either a web browser (requires IIS on the Voicemail Pro server), using a IMAP compatible email
application or using Microsoft Exchange Server 2007 message store. The total number of users
supported is set by adding combinations of the following licenses. Note that a license is consumed for
each user configured for UMS access.
· UMS Web Services - 1 User License: IPO LIC VMPRO UMS 1 USER (217880)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 459
Issue 26.N (Friday, April 05, 2013)
· Messaging Recordings Administrators License: IPO LIC CONTACTSTORE RFA LIC:DS
(187166) (also included in the "Advanced Edition" license)
As standard, Preferred Edition supports automatic and or manual call recording to specified
mailboxes. Also provided as part of Advanced Edition, this license allows Preferred Edition to use a 3rd
-party application to support the storage and administration of call recordings. Currently the
supported application for this is ContactStore for IP Office. When used manual and or automatic
records calls can be routed (along with the call details) to the ContactStore applications database for
storage and retrieval when required.
·Text to Speech (TTS) Licenses
TTS can be used within customized voicemail call flows to speak information to callers rather than
having to record prompts for the call flow or speak results of IVR queries. Three options are
supported for TTS operation:
o Messaging TTS (ScanSoft) License: IPO LIC AVAYA TTS RFA 1 LIC:CU (182299)
This license enables the use of the TTS speech engines supplied as part of the IP Office Voicemail
Pro software set. Multiple licenses can combined for the number of simultaneous uses of TTS
required up to the number of voicemail channels licensed.
o Networked Messaging License: IPO LIC NTWKD MSGING RFA LIC:DS (182297)
Voicemail Pro Networked Messaging (VPNM) can be used between separate IP Office systems,
each with their own Voicemail Pro server, to exchange messages left for different mailboxes. This
option is not supported within a Small Community Network (SCN) but can be used between
separate SCN networks.
o Licensing of TTS for Linux: IPO LIC AVAYA TTS Pro RFA 1 LIC:CU (268844)
Voicemail Pro will recognize and enforce a new TTS license on Linux called "Voicemail Pro TTS
Professional." The TTS Professional license behaves the same as the Scansoft license. Voicemail
Pro can provide simultaneous TTS sessions up to the number of licenses installed. That includes
all Voicemail Pro features using TTS (email reading, SpeakText action and Record Prompt
functionality).
Voicemail Pro on Windows will ignore the TTS Professional license and Voicemail Pro on Linux will
ignore the TTS ScanSoft license. Since the generic TTS license is ignored on Linux, e-mail reading
will not be available with the Preferred or Advanced Editions licenses. The Voicemail Pro TTS
Professional license is required to be able to use the e-mail reading feature.
A trial version of the TTS Professional license is also available, which behaves the same as the
TTS ScanSoft trial license.
As part of the Advanced Edition, the use of the default Text-To-Speech (TTS) speech engine is
supplied as part of Windows operating system or any other SAPI compliant speech engine. This allows
the creation of automated call flows that speak the results of IVR queries. Eight (8) licenses are
provided with the Advanced Edition system license.
IP Office Advanced Edition (Release 6.0 onwards)
· Advanced Edition: IPO LIC R6 ADV EDITION RFA LIC:DS (229424)
In particular, this license enables:
oIP Office Customer Call Reporting (CCR) including 1 supervisor
oContactStore Call Recording Library
oInteractive Voice Response (IVR) with external databases
oVisual Basic Scripting
o8 ports of Text-to-Speech (TTS) to allow database queries using IVR to be read over the phone
(for Windows only)
oThe Advanced Edition needs a valid Preferred Edition license as a pre-requisite to run
Essential Edition Additional Voicemail Ports License (IP500 V2 only)
Essential Edition provides embedded messaging that does not require the presence of a license. However, each
IP500 V2 system supports Essential Edition by default with two (2) ports of voicemail enabled. This can be
expanded up to six (6) channels through licenses in steps of two.
· Additional Embedded Voicemail (2 Ports): IPO LIC R6 ESSNTL EDITION ADD 2 (229423)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 460
Issue 26.N (Friday, April 05, 2013)
IP Office User Profile Licenses
The following chart shows an overview of the functions of each User Profile. For users in a Small Community
Network (SCN), when they hot desk to another IP Office system, they retain their licensed profile setting as
configured on their home system with the exception of Receptionist.
User Profile
Functionality Enabled
Mailbox
Mobility
Avaya one-
X™ Portal
for IP Office
IP Office
Video
Softphone
Unified
Messaging
Text-to-
Speech
(Generic) for
email
reading
(Windows
only)
Soft
Console
CCR
Agent
CCR
Supervisor
Basic User
Office
Worker
Teleworker
Mobile User
Power User
Add ons
Receptionist
Customer
Service
Agent
Customer
Service
Supervisor
Basic User
This functionality would be suitable for common areas (e.g. meeting rooms) or users with less communication
needs. A basic user has all basic core functions enabled. This is the default functionality for users on the
system when no licenses are applied.
Mobile Worker
This User Profile is targeted at users with mobile devices and no internet connection to the office, e.g. field
sales and service staff who are often on the road. They are provided with functions such as one number access
and call control as if "in the office," enabling them to never miss a call.
To get one-X Mobile Essential functionality, the systems need to be upgraded to Essential Edition. Basic Edition
only supports call forwarding to the mobile device.
Mobile Workers who have Preferred Edition do not need to buy additional Essential Edition licenses. However,
the IP Office Manager will give an error if the administrator tries to set a user to Mobile Worker when Preferred
Edition is not present. The error will be "No Preferred License available." In systems where the users are set
but there is no Preferred Edition, an alarm is sent to the administrator.
· Mobile Worker License - 1 User: IPO LIC R6+ MOBILE WORKER RFA 1 (229434)
· Mobile Worker License - 5 Users: IPO LIC R6+ MOBILE WORKER RFA 5 (229435)
· Mobile Worker License - 20 Users: IPO LIC R6+ MOBILE WORKER RFA 20 (229436)
· Upgrade from Mobile Worker to Power User - 5 users: IPO R8+ MOBILE TO PWR USER UPG 5
(267802)
Office Worker
This User Profile is targeted at users who are working in the office. In conjunction with a wired or wireless
Avaya Phone, they are provided with functions to control their communication with a PC e.g. control audio
conferences or enabling them to control the voicemails with an e-mail client (this requires Preferred Edition).
Office Workers who have Preferred Edition do not need to buy additional Essential Edition licenses. However,
the IP Office Manager will give an error if the administrator tries to set a user to Office Worker when Preferred
Edition is not present. The error will be "No Preferred License available." In systems where the users are set
but there is no Preferred Edition, an alarm is sent to the administrator.
The Office Worker license enables a user to use Unified Messaging Service (UMS) and Avaya one-X™ Portal for
IP Office (without Telecommuter functionality). The license instances are consumed for each user being
configured.
· Office Worker License - 1 User: IPO LIC R6 OFF WORKER RFA 1 (229438)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 461
Issue 26.N (Friday, April 05, 2013)
· Office Worker License - 5 Users: IPO LIC R6 OFF WORKER RFA 5 (229439)
· Office Worker License - 20 Users: IPO LIC R6 OFF WORKER RFA 20 (229440)
· Upgrade from Office Worker to Power User - 5 users: IPO R8+ OFF WORKER TO PWR USER
UPG5 (267803)
Teleworker
This User Profile is targeted at users who are working from home (or elsewhere) with Internet connection to
the office. They are provided with the ability to leverage the PSTN/ISDN via Telecommuter mode, without
incurring any remote phone charges. Alternatively the new IP Office Video Softphone can be used if the quality
of service of the local internet connection is adequate. The teleworker is also capable of using a VPN phone.
Teleworkers who have Preferred Edition do not need to buy additional Essential Edition licenses. However, the
IP Office Manager will give an error if the administrator tries to set a user to Teleworker when Preferred
Edition is not present. The error will be "No Preferred License available." In systems where the users are set
but there is no Preferred Edition, an alarm is sent to the administrator.
Teleworker includes remote worker capability with the package. An Essential Edition license provides four (4)
remote worker seats. Customers requiring additional seats will need to purchase the Teleworker solution.
The Teleworker license enables a user to use Avaya one-X™ Portal for IP Office and the IP Office Video
Softphone. UMS functionality for voicemail/email integration is also enabled, providing synchronization with
any IMAP e-mail client (this requires Preferred Edition). The license instances are consumed for each user
being configured.
· Teleworker License - 1 User: IPO LIC R6 TELEWORKER 1 (229430)
· Teleworker License - 5 Users: IPO LIC R6 TELEWORKER 5 (229431)
· Teleworker License - 20 Users: IPO LIC R6 TELEWORKER 20 (229432)
Power User
This User Profile is targeted at key knowledge workers with the need for both Mobile Worker and Teleworker
functionality. Like the teleworker, the power user is capable of using a VPN phone.
Power Users who have Preferred Edition do not need to buy additional Essential Edition licenses. However, the
IP Office Manager will give an error if the administrator tries to set a user to Power User when Preferred
Edition is not present. The error will read "No Preferred License available." In systems where the users are set
but there is no Preferred Edition, an alarm is sent to the administrator.
The Power User license enables a user to use Avaya one-X™ Portal for IP Office, IP Office Video Softphone, all
Mobility features and Unified Messaging Service (UMS). The license instances are consumed for each user
being configured.
· Power User License - 1 User: IPO LIC R6 PWR USER 1 (229426)
· Power User License - 5 Users: IPO LIC R6 PWR USER 5 (229427)
· Power User License - 20 Users: IPO LIC R6 PWR USER 20 (229428)
· Upgrade from Office Worker to Power User - 5 users: IPO R8+ OFF WORKER TO PWR USER
UPG5 (267803)
· Upgrade from Mobile Worker to Power User - 5 users: IPO R8+ MOBILE TO PWR USER UPG 5
(267802)
Receptionist
This User profile is targeted at operators/receptionists and provides a visual PC interface for call handling and
management for multiple sites. Up to 4 of these users are supported on each site.
The Receptionist license enables a user to use IP Office SoftConsole. This is a Windows PC application intended
for receptionists and operators. Up to 4 SoftConsoles can be licensed on a single IP Office system.
· Receptionist User License: IPO LIC RECEPTIONIST RFA LIC:CU (171987)
Enables the 1st instance and subsequent instances of the PC-based operator console. Additional
licenses can be added for up to 4 SoftConsoles running at any time.
Customer Service Agent
This User Profile is targeted at employees who are responsible for fielding customer service calls. This agent
license enables a user to use IP Office Customer Call Reporter. It provides them with a web browser interface
to view key statistics in real-time and also allows supervisor to track their performance with IP Office
Customer Call Reporter. Up to 150 agents can be licensed on IP Office Customer Call Reporter.
· Customer Service Agent License - 1 User: IPO LIC CUSTMR SVC AGT RFA 1 (217650)
· Customer Service Agent License - 5 Users: IPO LIC CUSTMR SVC AGT RFA 5 (217651)
· Customer Service Agent License - 20 Users: IPO LIC CUSTMR SVC AGT RFA 20 (217653)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 462
Issue 26.N (Friday, April 05, 2013)
Customer Service Supervisor
This User Profile enables service supervisors to track, measure and create reports for agent (or a group of
agents) productivity via a web browser interface. This supervisor license enables a supervisor to use IP Office
Customer Call Reporter. Up to 30 supervisors can be licensed on IP Office Customer Call Reporter.
· Customer Service Supervisor License - 1 User: IPO LIC R6 CUSTMR SVC SPV 1 (229442)
CCC to CCR Migration
This upgrade license will convert ALL Compact Contact Center (CCC) licenses to Customer Call Reporter (CCR).
This includes all supervisors and agents.
· CCC to CCR Upgrade License: IPO LIC CUSTMR CUSTMR CALL REPORTER UPG LIC (217658)
Phone Manager Licenses
IP Office Phone Manager is a legacy Windows PC application that allows IP Office users to control their
telephone through their PC. An optional IP Softphone is also available with additional licensing. Avaya
recommends using Avaya one-X™ Portal for IP Office and the new IP Office Video Softphone (using Teleworker
or Power User licenses) instead of Phone Manager Pro.
·Phone Manager Pro License
These licenses control how many users configured for Phone Manager Pro can simultaneously run
Phone Manager in that mode. Multiple licenses can be combined.
o Phone Manager Pro (per seat) - 1 User: IPO LIC PMGR PRO RFA 1 LIC:CU (177468)
·Phone Manager Softphone Licenses
These licenses control how many users configured for Phone Manager Pro PC Softphone can
simultaneously run Phone Manager in that mode. Note that running Phone Manager in this mode also
requires and consumes a Phone Manager Pro license for each user.
o Phone Manager Softphone (per seat) - 1 User: IPO LIC PMGR SFTPHN RFA 1 LIC:CU
(171992)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 463
Issue 26.N (Friday, April 05, 2013)
IP Office 500 System Licenses
The following licenses are used to enable features for systems based on the IP500 and IP500 V2 control units.
·IP500 Universal PRI Additional Channel Licenses
The IP500 PRI Universal trunk card (IP500 PRI-U) is available in 1 or 2 port variants, each port
supporting a single PRI trunk connection. Through the IP Office configuration the ports can be
switched between supporting E1, E1R2 or T1 line types as required for the trunk being connected.
Each port supports 8 B-channels ("Bearer") which do not need to be licensed. If additional B-channels
are required, they must be licensed through the addition of the licenses below. Multiple licenses can
be added to achieve the total number of channels required. D-channels are not subject to licensing.
The licenses are consumed by those channels which are configured as being 'in service', in order of
the installed IP500 PRI-U cards.
oIP500 Universal PRI Additional E1 Channels Licenses
These licenses are used to enable additional E1 B-channels for IP500 PRI-U cards configured for
E1 operation. Each port can support up to 30 B-channels in this mode.
· IP500 Universal PRI Additional Channels - 2 E1 Channels License: IPO LIC IP500
E1 ADD 2CH (215183)
· IP500 Universal PRI Additional Channels - 8 E1 Channels License: IPO LIC IP500
E1 ADD 8CH (215184)
· IP500 Universal PRI Additional Channels - 22 E1 Channels License: IPO LIC IP500
E1 ADD 22CH (215185)
oIP500 Universal PRI Additional E1R2 Channel Licenses
These licenses are used to enable additional E1R2 B-channels for IP500 PRI-U cards configured
for E1R2 operation. Each port can support up to 30 B-channels in this mode.
· IP500 Universal PRI Additional Channels - 2 E1R2 Channels License: IPO LIC
IP500 E1R2 ADD 2CH (215186)
· IP500 Universal PRI Additional Channels - 8 E1R2 Channels License: IPO LIC
IP500 E1R2 ADD 8CH (215187)
· IP500 Universal PRI Additional Channels - 22 E1R2 Channels License: IPO LIC
IP500 E1R2 ADD 22CH (215188)
oIP500 Universal PRI Additional T1 Channel Licenses
These licenses are used to enable additional T1 B-channels for IP500 PRI-U cards configured for
T1 PRI or T1 robbed-bit operation. Each port can support up to 23 B-channels (T1 PRI) or 24 B-
channels (T1 robbed bit) in these mode.
· IP500 Universal PRI Additional Channels - 2 T1 Channels License: IPO LIC IP500
T1 ADD 2CH (215180)
· IP500 Universal PRI Additional Channels - 8 T1 Channels License: IPO LIC IP500
T1 ADD 8CH (215181)
· IP500 Universal PRI Additional Channels - 32 T1 Channels License: IPO LIC IP500
T1 ADD 22CH (215182)
·IP500 Voice Networking Licenses
The use of private voice networking trunks between IP500 control units and other systems requires
voice networking channel licenses within the IP500. This applies to H323 IP trunks configured on the
IP500 including IP trunks being used for an IP Office Small Community Network (SCN). A voice
networking license is also required for the use of trunks configured to for QSIG operation. On H323 IP
trunk, a license instance is consumed for each simultaneous outgoing call (incoming calls do NOT
consume a license). On QSIG trunk, the number of calls is limited by the trunk type rather than
available licenses.
o IP500 Voice Networking (Additional Channels) License: IPO LIC IP500 VCE NTWKG ADD
4 LIC:CU (205650)
This license enables 4 voice networking channels including the Advanced Networking features
(distributed groups and hot-desking across Small Community Network). Additional licenses can
be added to achieve the number of voice networking channels required.
SIP Trunk Channel Licenses
These licenses are used to enable channels on SIP trunks added to the IP Office system. When a channel is
used it requires a license. Multiple licenses can be combined for the total number of channels required. Note
that SIP calls will require VCM channels during call setup and may require VCM channels during the call.
· SIP Trunk Channels - 1 Channel: IPO LIC SIP TRNK RFA 1 (202967)
· SIP Trunk Channels - 5 Channels: IPO LIC SIP TRNK RFA 5 (202968)
· SIP Trunk Channels - 10 Channels: IPO LIC SIP TRNK RFA 10 (202969)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 464
Issue 26.N (Friday, April 05, 2013)
· SIP Trunk Channels - 20 Channels: IPO LIC SIP TRNK RFA 20 (202970)
IP Endpoint Licenses
All IP endpoints (SIP and H323, Avaya and 3rd party) require an endpoint license. There are two different types
of license available:
·Avaya IP Endpoint License – required for all Avaya endpoints such as 1600, 5600, 9600 and DECT
3720/25.
·3rd Party IP Endpoint License – this is a renaming of the IP End Point License and is required for all
3rd party SIP and H.323 endpoints.
oFor each IP500 VCM32 and IP500 VCM64 card installed in the system, the 4 unlicensed VCM
channels previously provided by each card are converted to allow unlicensed support of 12 Avaya
IP telephones.
·Avaya IP Endpoint Licenses
All Avaya IP500/IP500 V2 IP telephones (including DECT and WiFi telephones) require an Avaya IP
Endpoint license and will consume one instance of that license. Note this does not apply to the IP
Office Video Softphone.
o Avaya IP Endpoint License - 1 Phone: IPO LIC R6 AV IP ENDPOINT 1 LIC:CU (229444)
o Avaya IP Endpoint License - 5 telephones: IPO LIC R6 AV IP ENDPOINT 5 LIC:CU
(229445)
o Avaya IP Endpoint License - 20 telephones: IPO LIC R6 AV IP ENDPOINT 20 LIC:CU
(229447)
·3rd Party IP Endpoint Licenses
Non-Avaya IP telephones (SIP or H.323 devices) require a 3rd Party IP Endpoint license to register to
IP Office and will consume one instance of that license. Note that Avaya cannot guarantee operation
beyond making and receiving calls.
o IP Endpoint License - 1 Phone: IPO LIC IP40 IP ENDPOINT RFA 1 LIC:CU (174956)
o IP Endpoint License - 5 telephones: IPO LIC IP ENDPOINT RFA 5 LIC:CU (174957)
o IP Endpoint License - 20 telephones: IPO LIC IP ENDPOINT RFA 20 LIC:CU (174959)
Other System Licenses
· IPSec Tunneling License: IPO LIC IPSEC VPN RFA LIC:DS (182301)
IP Office control units can be configured to support VPN tunnels using IPSec and or L2TP. While L2TP
tunnels can be configured without requiring a license, the use of IPSec tunnels requires this license.
Note that IP Office VPN tunnels are not suitable terminating VPN links for Avaya VPN remote client
telephones.
· Centralized Intuity Audix Voicemail License: IPO LIC ACM CENTRAL VM LIC:DS (177467)
Enables the use of a centralized Intuity Audix or Modular Messaging system for the IP Office voicemail
server.
·CTI TAPI Licenses
The IP Office TAPI software can be run in two modes; 1st party or 3rd party. 1st Party mode does not
require a license and allows individual users to control their phone using a TAPI compliant application
on their PC. 3rd Party mode requires licenses and allows a TAPI application to control calls for any
users on the IP Office.
o CTI Link Pro License: IPO LIC CTI RFA LIC:DS (171988)
This license allows the IP Office TAPI software to be run in 3rd party mode. A license is required
for each server configured to run the IP Office TAPI software in 3rd party mode.
o WAVE User License: IPO LIC TAPI WAV RFA 4 LIC:CU (177466)
Applications accessing the IP Office TAPI software in 3rd party mode can also be used to stream
WAV files to users. This license allows streaming to up to 4 users at any time. Multiple licenses
can be combined for a higher number of user up to the maximum supported by the IP Office
control unit; IP406 V2 = 20, IP412 = 30, IP500 = 40.
Trial Licenses
All new IP Offices (IP500 V2 only) will have the following trial licenses included:
·Essential Edition: IPO R8+ ESSENTIAL EDITION TRIAL LIC (268842)
·Preferred Edition: IPO LIC PREFERRED (VM PRO) TRIAL RFA LIC:DS (189782)
·Advanced Edition: IPO LIC R6 ADV EDITION TRIAL LIC:DS (229425)
·Power User (Users): IPO LIC R6 PWR USER 5 TRIAL LIC:CU (229429)
·Customer Service Agent: IPO LIC CUSTMR SVC AGT RFA TRIAL 5 (227053)
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 465
Issue 26.N (Friday, April 05, 2013)
·Customer Service Supervisor: IPO LIC R6 CUSTMR SVC SPV 1 TRIAL (229443)
·Teleworker (Users): IPO LIC R6 TELEWORKER 5 TRIAL:CU (229433)
·Mobile Worker (Users): IPO LIC R6 MOBILE WORKER 5 TRIAL CU (229437)
·Office Worker (Users): IPO LIC R6 OFF WORKER 5 TRIAL CU (229441)
·Receptionist (Users): IPO LIC RECEPTIONIST RFA 1 TRIAL LIC:CU (189783)
The duration of the trial licenses will be 90 days and the trial will start from the first call made on the system.
The above licenses will not preclude the installation of trial licenses obtained via ADI, once the initial licenses
have expired.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 466
Issue 26.N (Friday, April 05, 2013)
Multisite Network
In a Multisite Network (MSN), there should be at least one IP Office with Preferred Edition (two if they employ
resiliency). Currently all the different types of users in multisite network have the same functionalities,
independent of where the Preferred Edition is installed. The objective is to keep this behavior in the future
without changing the current way MSNs are implemented.
When in a multisite network, if there is one or more Preferred Edition installed in one of the IP Offices, all the
IP Offices in the multisite network will consider themselves to have a Preferred Licenses as pre-requisites for
Power User, Teleworker, Mobile Worker, and Office worker. They can also organize Meet-Me conferences. To
have Preferred Edition installed on an IP Office, it is still required to have a local Preferred Edition license. In
case the IP Office with Preferred Edition is down, the rest will still have the same behavior as above.
Advanced Edition requires Preferred Edition as a pre-requisite. If the multisite network IP Offices consider
themselves as having an Advanced Edition license, Advanced Edition can have agents and/or supervisors in
different IP Offices.
If there is one or more Advanced Edition installed in one of the IP Offices, all the IP Offices in the multisite
network will consider themselves to have an Advanced License as pre-requisite to Advanced Edition agents or
supervisor licenses. To have Advanced Edition installed on an IP Office, it is still required to have a local
Advanced Edition license. In case the IP Office with Advanced Edition is down, the rest will still have the same
behavior as above.
It is acceptable that the implementation can have the following restrictions:
·The actual Preferred and Advanced Edition licenses are required to be installed on the same IP Office
in a multisite network
·Avaya one-X™ Portal for IP Office server needs to be installed in the IP Office with Preferred Edition
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 467
Issue 26.N (Friday, April 05, 2013)
Upgrade Impact
Customers who already have Preferred Edition will not need to buy an Essential Edition license for their
system. The Essential Edition license will be applied once the upgrade license has been applied. Customers that
already have Power Users or Mobile Workers but no Preferred Edition will need to buy a Preferred Edition
license for their system.
For single site IP Offices with Preferred and or Advanced Edition there is no additional impact. These customers
will have no upgrade issues.
For multisite network with centralized voicemail there is no upgrade issue. It is recommended that the
customer upgrade (first) to the IP Offices with Preferred/Advanced edition to reduce possible loss in
functionalities.
IP Offices that do not have Preferred Edition but have Office Worker, Teleworker, or Power Users, will lose the
functionalities associated. If they upgrade to a newer release and have one of the specified user profiles but no
Preferred Edition license, they will receive a warning before the installation and relevant alarms after the
installation.
The Avaya one-X™ Portal for IP Office server installation includes a note that the Power User, Teleworker,
Mobile Worker and Office Worker require a Preferred Edition License, and if such license is not present Avaya
one-X™ Portal for IP Office will not work.
The Avaya one-X™ Portal for IP Office server checks if there is a Preferred Edition license. If there is none
present it sends an appropriate alarm to the administrator explaining that Preferred Edition license was not
found.
The IP Office Video Softphone (part of Teleworker and Power User packages) checks if there is a Preferred
Edition license. If there is none it sends an appropriate alarm to the administrator explaining that Preferred
Edition license was not found.
Licensing Examples
Some features require a combination of licenses.
Example 1: IP500 Small Community Network
Each IP500
Required
Licenses
·IP500 Voice Networking (4 Channels).
Optional
Licenses
·IP500 Voice Networking (Additional Channels).
Example 2: Messaging in an IP500 Small Community Network
Central IP500
Remote IP500
Required
Licenses
·IP500 Voice Networking (4 Channels).
·Preferred Edition (Messaging 4 Ports).
·IP500 Voice Networking (4 Channels).
Optional
Licenses
·IP500 Voice Networking (Additional
Channels).
·Additional Messaging (ports).
·IP500 Voice Networking (Additional
Channels).
·Preferred Edition (Messaging 4 Ports).
·Additional Messaging (ports).
Example 3: ContactStore Recording Library in an IP500 Small Community Network
Central IP500
Remote IP500
Required
Licenses
·IP500 Voice Networking (4 Channels).
·Preferred Edition (Messaging 4 Ports).
·Advanced Edition or Messaging
Recordings Administrator.
·IP500 Voice Networking (4 Channels).
·Advanced Edition or Messaging
Recordings Administrator.
Optional
Licenses
·IP500 Voice Networking (Additional
Channels).
·IP500 Voice Networking (Additional
Channels).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 468
Issue 26.N (Friday, April 05, 2013)
·Additional Messaging (ports).
·Preferred Edition (Messaging 4 Ports).
·Additional Messaging (ports).
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 469
Issue 26.N (Friday, April 05, 2013)
Chapter 24.
Appendix
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 470
Issue 26.N (Friday, April 05, 2013)
24. Appendix
The IP500 control unit is no longer sold by Avaya. IP500 V2 control unit is the current model available.
However, the IP500 control unit is still supported.
Earlier IP Office control units such as the IP406, IP406 V2, IP412, and Small Office Edition are not currently
supported.
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 471
Issue 26.N (Friday, April 05, 2013)
Index
Index
- A -
Absence Text 241
setting 241
strings 241
Absent Text Message 296
Acceptable Delay 283
Access Point 179
accessing
Database Information within Call Flows 379
Email 375
Account 13, 250, 283, 289, 308, 352, 357, 359,
374, 386
Account Code Recording 386
Account Codes 250, 357, 386
ACD 260
ACM 15, 299, 391
ACM RFA 391
Acquire Call 242
executing 260
waiting 260
ACSII-CSV 429
Active Directory 374
ActiveX Data Objects 379
Additional ISDN 289
addressing
Domain Name Service 306
voicemails 392
admin 377
Administration 7, 108, 254, 287, 349, 374
Administrator 13, 242, 257, 377, 379, 381, 384,
389, 429, 439
Change 349
ADMM 175
ADO 379
Advanced Small Community 259, 296
Advanced Small Community Networking 259, 296
Advice Of Charge 289, 326
Alarm Calls 392
Alert 175, 186, 197, 199, 201, 242, 247, 248, 258,
266, 344, 370, 428
User 260
ALG 291
Algorithmic Delay 283
All Calls 247
All-in-one 7, 15
allocated 306, 308, 359, 411
User Rights 250
Alpha 145
Alphabetic Keystrokes 348
Alphanumeric 143, 184, 227, 392
Alphanumeric Data Collection 392
Alternate Call Routing 11
Alternate Route Selection 243, 251, 300
Analog 16 15, 449
Analog 16 Module 449
Analog Extensions 94, 230, 243, 260
analog lines 410
Analog Phone 15, 99, 250, 261, 264, 449, 452
Analog Phone Ports 452
Analog Telephone Features 226
Analog Telephones 226, 232, 261, 266
Analog Telephones/POTS 225
Analog Trunk 16-port 289
Analog Trunk Module 92
Analog Trunk Module 16 92
Analog Trunk Ports 452
Analog Trunk Restriction 410
Analog Trunks 92, 99, 251, 289, 300, 304, 410,
452
Analog/digital 282
ANI 289, 326, 389
ANLG 94
Announcements 7, 258, 259, 359, 361, 363, 392
ANSI T1.401
conform 289
ANSI T1.607 452
Answer Interval 252
Answered Calls 344
Anti-Tromboning 296
AOC 262, 289
APAC 148, 175, 227, 232
Appearance 230, 245, 247, 248, 348
Appearance Buttons 247, 248
appearance/feature 108, 203
Applicable 99, 245, 255, 382, 386
Application Level Gateway 291
Applications Platform 13, 15
Applications Platform Features 13
ARP
receiving 308
ARS 243, 251, 300
Assisted Transfer 363, 392
Audio 92, 143, 145, 146, 179, 243, 266, 267, 283,
285, 363, 389, 408, 409, 452
Audio Codec 283
Audio CODECs 285
Audio Conferencing 408
Audio Volume 143, 145, 146
Audio waveform 389
Audiotex 363
Audit 284, 429
AUDIX RFA 299
August 299
August 2003 299
Authorization Codes 250
Auto Connect 308
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 472
Issue 26.N (Friday, April 05, 2013)
Index
Auto Connect Time Profile 308
auto-attendant offers 377
Auto-Attendant/Audiotex 392
Auto-Create Extensions 267
Automatic Call Distribution 260
Automatic Callback 238
Automatic Intercom 245
Automatic IP 12
Automatic Number Identification 289
automatic/manual
allow 386
automatic/manual recording
calls 386
- B -
Back When Free 262
Backlight 182, 201, 203
backlit 179, 230
BACP 307, 452
Band DTMF 267, 285
Bandwidth Allocation Control Protocol 307, 452
Bandwidth Required For Each 283
Bandwidth Required For Each Voice Call 283
bar 250, 356
queue panel displays 344
Base 7, 15, 92, 94, 99, 108, 175, 186, 230, 306,
449, 452
Base Unit 186, 230, 306, 449
Base Unit Power Supply Adapter 186
BaseT Ethernet 143, 145, 146, 197, 199, 201
Basic Commands 392
Basic Rate 289, 306
B-channel 64kbps 452
Bellcore Special Report SR4287 452
Belt Clip 177, 178, 179, 186
bi-directional 264
BLF 296, 348, 349, 385
form 254
groups 344
BLF Groups 348
BLF Panel 344, 349
Blind Transfer 239
BlindTransfer 355
Book Shop 380
BOOTP 452
Bootstrap Protocol 452
Bothway 308
bps 283
branch maximizes 287
branches 7, 264, 287
DEFINITY/ACM 299
Branch-to-Branch 12
Brazilian 363, 380
Break Out 262, 385
set 244
Break Out Dialing 244
Breakout 296, 361
Reception 392
Breakout Dialing 296
BRI 92, 99, 103, 247, 287, 289, 452
BRI ISDN 287
BRI S-interfaces
ISDN 103
BRI So8 92
BRI-4 92
BRI-8 92, 94
Bridged Appearance 245, 247, 248
bridged appearance button matches 248
Bridged Appearance Buttons 247, 248
Built-in IP 294
business needs 250
business-to-business 303
Busy
DND 344
Busy Lamp Field 254, 296, 326, 344
Busy Lamp Field Panel 344
Busy On Held 262
Busy Subscriber
Call Completion 289
Busy/Engaged 382
buy/lease 7
bypass
DND 242
Bytes 283
- C -
C3000 374
Cable 92, 94, 99, 104, 125, 232, 449
Cable Lengths 449
CALA 232
Call 143, 252, 258, 301, 303, 308, 352, 389, 428
Advice of charge during 289
Call Appearance 245, 247, 248
Call Appearance button 245, 247, 248
Call Appearance/Feature 108, 203
call arrives 344
Call Back Sender 392
Call Back When Free 238, 239, 296
Call Barring 250
call billing 352
Call Center 13, 260, 281, 352, 374, 383
Call Completion
Busy Subscriber 289
call costing 250
Call Coverage 242, 247, 248
Call Coverage Buttons 247, 248
Call Detail Records 428
Call Details 428, 439
Call Details Panel 344
Call Duration 344
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 473
Issue 26.N (Friday, April 05, 2013)
Index
call flow programming interface 381
Call Flow Utilizing Database Actions 379
Call Flows 378, 379, 380, 381, 409
Call Forwarding 11, 19, 236, 252, 378
Call Handling 7, 13, 19, 236, 241, 326, 344
Call History 254, 326, 344, 349
Call Hold 295, 299
Call Identifier 357
Call Intrude 243, 262
Call List 262
Call Listen 262, 363
Call Log 108, 143, 145, 146, 199, 201, 237, 244,
250, 326
Call Pickup 244, 262
Call Pick-up 178, 296
Call Pickup Any 262
Call PickUp Extension 260
Call Pickup Extn 262
Call Pickup Group 262
Call Pickup Line 262
Call Pickup Members 262
Call Pickup User 262
Called/Calling Line ID Presentation 288
Called/Calling Name 288, 295
Called/Calling Name Presentation 288
Called/Calling Number 295
Caller Display 225
Campaign Manager 13, 363, 385, 392
Can Intrude 243, 356
Cancel All Forwarding 262
Cancel Ring Back When Free 262
Captaris 374
Cascaded Out-calling 384
Castelle 374
Castelle Fax 374
Castilian 363
CAT 125
CAT5 125, 449
Catalyst 125
CCBS 289
CCC 92, 244, 259, 296, 363
CCP 452
CD 389
CD-Rom 352
CDRs 250
CE/UL/Dentori Safety Approved 449
cell/mobile 377
Central Office 99, 289, 303, 304
Centralized 15, 19, 236, 287, 294, 296, 299, 359,
363, 391, 392
Centralized INTUITY Audix 359
Centralized Messaging 391
Centralized VM 391
Centralized Voice Mail 296
Centralized voicemail 15, 287, 299, 363, 392
Centralized Voicemail Services 392
Challenge Handshake Authentication Protocol 307,
452
Channel Associated Signaling 289
Channel Monitor 262
CHAP 304, 307, 308, 309, 452
Charger Unit 186
checkbox 375
Checking 289
Circuit Switched 288
Circuit Switched Data Call/Basic 299
Circuit Switched Data Call/Basic Call 288, 299
Circuit Switched Voice Networking 288
Circuit-switched 264
Cisco 125, 281
Cisco Systems 125
C-LAN
DEFINITY 9.5 299
Clear Call 262
Clear CW 262
Clear Hunt Group Night Service 262
Clear Hunt Group Out
Service 262
Clear Hunt Group Out Of Service 262
Clear Quota 262
CLI 227, 326, 355, 452
CLI Feature 227
CLI Schemes 452
CLI/ANI 363
CLIP 289
CLIR 289
Clock 306
Speaking 363, 392
closet/switch
wiring 125
Code Used 250
Codec G.711 175
Codecs 143, 145, 146, 197, 199, 201, 282, 299
Cold Start 429
Color Backlight Display 201
COLP
Inhibits 289
COLR 289
Comfort 108, 179, 231
comma-separated 352
Common Features 143, 145, 146, 197, 199, 201,
203
Compact Business Center 13, 15
Compact Contact Center 13, 363
Compact Mode 326
companies’ LANs 264
company’s
IP Telephony unites 264
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 474
Issue 26.N (Friday, April 05, 2013)
Index
compared 175
Service Provider conferencing 408
Compressing
IP/UDP/RTP Headers 452
Compression Control Protocol 452
Computer Telephony Integration 92, 352
Concise MIB Definitions 452
Concurrent Calls
Maximum Number 392
Conference Add 262
Conference Bridge 7, 259, 409, 410, 411
Conference Calling 11, 261
Conference Control Display 326
Conference entry/exit 411
Conference Held Calls 344
Conference Meet Me 262
Conference Resources 410
Conference Room 232, 344, 348
conferencing 11, 92, 186, 197, 199, 201, 237, 254,
344, 348, 408, 409, 410, 439
benefits relating 411
Eliminating 7
manage 411
relating 411
Conferencing Center 15, 92, 261, 326, 344, 410
conferencing service 7
Conferencing tone 237
Conferencing tone depending 237
congestion-control 284
Connected Line Identification Restriction 289
connection-oriented 294
Contact Center 13, 92, 108, 231, 260, 379, 385
Contact Center Features 260
Contact Management 13
Contact-ability 378
contactable 148
ContactStore 15, 92, 363, 386, 389
ContactStore Search 363
Continuous Loop Greeting 392
Control Unit Conference Capabilities 410
controlled according 389
controlling calls 251
copier/scanner 374
CoS 284
CPE 306
CPU 389
CPU loading 389
CRC 289
Create’ 383
CreateCall 355
CRM 374
CS-ACELP 285
CSU 99, 289, 438
CSU Loop-Back 438
CSU/DSU 99, 289
CTI 13, 92, 241, 352, 353, 411
CTI interoperability
levels 352
CTI Link Lite 352
CTI Link Pro 92, 352
CTI Link Pro RFA 352
CTI middleware 352
CTR3
ETSI T-Bus Interface 452
CTR4
ETSI T-Bus Interface 452
cust 241
Customer Contact 413
Customer Contact Center 413
Customized Voicemail 392
CW 262
CW1308 449
Cyclic Redundancy 289
- D -
D Message 357
Data Access Components 379
Data Call 258, 259, 288, 307
Data Communication Solution 12
Data Communication Solution Features 12
Data Compression 307
Data Header Compression 307
Data Jack 226
Data Rates 452
data traffic 179, 283, 294, 306
Database 237, 363, 374, 379, 380, 385, 386, 389
Datagram Protocol 452
Day One
starting 7
Day/Night service 230
D-channel 16kbps 452
D-channel 64kbps 452
DDI 239, 289, 355
DDI/DID 19, 175, 236, 258, 289, 377
DDI/DID call 258
DECT 148, 175, 289
DECT Networking 175
Default
E&M 452
default greeting 240
default numbering 243
Definable PIN Code 392
DEFINITY 108, 299
DEFINITY 6400 108
DEFINITY 9.5
C-LAN 299
DEFINITY G3si 299
DEFINITY/ACM
branches 299
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 475
Issue 26.N (Friday, April 05, 2013)
Index
DEFINITY/ACM occupying 299
Delete Message 392
deleting 240
Delphi 355
Deploying
IP 125
Depth 177, 449
Designing
IP Telephony 266
Desk/Wall Mount 226
deskers 244
desking 244
DevConnect 353
Developer Connection Program 353
DeveloperConnect 353
Developers 352, 353, 356, 357
DevLink 352, 357
DevLink Lite 352
DevLink Pro 352
DevLink Reserved Fields 357
DHCP 12, 182, 184, 284, 306, 308, 411, 452
DHCP Server 306, 308, 411
Dial 3K1 262
Dial 56K 262
Dial 64K 262
Dial calls 245, 250
Dial CW 262
Dial Direct 262
Dial Direct Hot Line 262
Dial Emergency 250, 262
Dial Extn 262
Dial Inclusion 262
Dial On Pickup 261
Dial Pad 344, 348
Dial Paging 262
Dial Plan 243
Dial Speech 262
Dial V110 262
Dial V120 262
Dial Video 262
Dialed Number 237, 239, 251, 289, 389
controlling 254
Dialed Number Identification String 289
dial-in/dial-out to/from 304
Dialing In 289, 304, 308
dialing plan 243, 287
DialPhysicalExtensionByNumber 262
DialPhysicalNumberByID 262
Dial-Up Circuit Support 306
DID 239, 289
DID/DDI 289
Differentiated Services Field 452
Diffserve 294
Digital Station Expansion Module 104
Digital Telephones 15, 186
Digital Wireless 3810 Telephone 186
Digital Wireless North American 148
Dimensions 177, 449
Direct Dialing 19, 236, 245, 377
Direct Dialing In 289
Direct Inward Dialing 239
Direct Media 143, 267, 282, 363
Direct Media Path 267
Direct Sequence Spread Spectrum 184
Direct Station Select 104, 254
Directory 7, 12, 227, 237, 254, 287, 308, 344, 348,
356
Directory Entry 344
Directory Panel 344
Directory.csv 429
Disable ARS Form 262
Disable Internal Forward Busy 262
Disable Internal Forward Unconditional 262
Disable Internal Forwards 262
discover
NAT 291
Disk Space 389
Display Backlight 201
Display Msg 262
Distinctive 239, 326
Distinctive Ringing 239, 326
distinguish
doorphone 230
distribute 259, 296, 352, 374
voicemail 383
Distributed Hunt Groups 259, 296
Disturb 241, 353
DMS100 289
DMS-100 452
DMS-250 452
DMZ 291
DND 243, 252
bypass 242
DNIS 289, 389
DNS 306, 307
Do Not Disturb 241, 242, 245, 252, 254, 262, 353,
356
Do Not Disturb Exception Add 262
Do Not Disturb Exception Delete 262
Do Not Disturb Off 262
Do Not Disturb On 262
Domain 306, 307
Domain Name Service 306, 307
Door Entry 92, 230, 244, 261, 348
doorphone
distinguish 230
doorphone calls 230
Doorphone Entry 230
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 476
Issue 26.N (Friday, April 05, 2013)
Index
Doorphones 230
DS 15, 94, 104, 108, 143, 145, 146, 186, 197, 199,
201, 449, 452
DS 16 Module 449
DS 30 Module 449
DS Field 452
DS Phones 197, 199, 201
DSS 104, 143, 145, 146, 232, 254, 385
DSS key 385
DSS key incorporates 385
DSS Modules 143, 145, 146
DSS Unit 232
DSS/BLF 238
DSS/BLF key 238
DSSS 184
DSU 99, 289
DTE 452
DTE Port 452
DTMF 226, 230, 251, 267, 285, 289, 300, 353,
377, 379, 385, 452
sending 326
DTMF Dialing 226
DTMF Digits
RTP Payload 452
DTMFA 452
DTMFC 452
DTMFD 452
D-Type 452
D-type on IP412 452
Dual Charger 179
Dual PRI E1 94
Dual PRI E1R2 RJ45 94
Dual PRI T1 94
Dual Universal PRI 92
Dutch 177, 178, 363, 380
DVD 389
Dynamic 12, 143, 145, 146, 197, 199, 201, 294,
452
Dynamic Host Control Protocol 452
Dynamic IP 143, 145, 146, 197, 199, 201
- E -
E&M DID 289
E&M Switched 56K 289
E&M Tie Line 289
E.164 452
e.g 251, 300
E1 15, 99, 247, 288, 289, 299, 391, 410
including 11
E1 ISDN 410
E1 PRI 247
E1/T1 299, 306
E1R2 99, 247, 289
E1R2 Channel Associated Signaling 289
E1R2 MFC 99
E911 261
Echo 282
128ms 11
e-commerce
Internet 303
ECT 289
eg 241
Eliminating
conferencing 7
ELR/TBR switchable 227
Email 7, 92, 179, 240, 303, 304, 308, 359, 363,
438
accessing 375
Copy 392
Forward 392
leading 374
reading 13
sends 389
subject 370
Voicemail 370
Email addresses 375, 389
Email application 370
email inboxes 13
Email Notification 370, 438
Email Reading 375
email reading checkbox 375
Email Systems 13, 370
emails 363, 370, 375
e-mails 294
Embedded 15
Embedded Applications 143, 145, 146, 197, 199,
201
Embedded Messaging 15, 240
Embedded Messaging Card 438
Embedded Voice Memory 452
Embedded Voicemail 13, 15, 92, 259, 262, 282,
359, 361, 392, 438
Enable ARS Form 262
Enable Internal Forward Busy 262
Enable Internal Forward Unconditional 262
Enable Internal Forwards 262
enabled/disabled 242
Encapsulation 306
Frame Relay 285
encoding
G711 182, 184
Enlarged earpiece 183
Enterprise 179, 281, 374, 408
ENTITY MIB 452
entry/double 411
Entry-level voicemail 361
EnumerateAddresses 355
Equisys 374
ERP 374
escalates
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 477
Issue 26.N (Friday, April 05, 2013)
Index
escalates
doctor’s mobile/cell 384
ESP 452
ESP DES-CBC Cipher Algorithm 452
Estimated Time
Answer 392
ETA 392
Ethernet 12, 15, 92, 103, 125, 143, 145, 146, 175,
179, 197, 199, 201, 203, 264, 291, 303, 305
Ethernet eliminates 125
Ethernet LAN 179, 264
Ethernet Ports 15, 143, 145, 146, 197, 199, 201,
291, 303
Ethernet Switch 12, 303, 305
EU24 104, 201, 203
Euro ISDN 99
Except 143, 253, 291, 294, 410, 438
4601 125
Exchange/SMTP
GFI FAXmaker 374
executing
Acquire Call 260
Executive Wireless 232
Exit Queue 392
Expansion 15, 92, 94, 103, 104, 106, 197, 199,
201, 203, 289, 438, 439, 449
expansion module provides 106
Expansion Modules 15, 92, 104, 106, 201, 438,
449
Expansion Units 449
Explicit Call Transfer 289
Explicit IV 452
Exporting 429
Extended Callback Control Protocol 307
Extended CBCP 307
Extended Personal 363, 382, 392
Extended Personal Greetings 363, 382
EXTENSION NUMBER 429
External 103
External Bell 452
External Call 239, 243
External Expansion Modules 103
External Number 252, 259, 289, 361
External O/P 92
External Participants 410
External Systems
Forward Emails 392
Extn Login 262
Extn Logout 262
Extreme Alpine Series 267
Extreme Alpine Series switches 267
Extreme Networks 267
- F -
failover 103
Fall Back 258, 303
Fast Forward 240, 361, 392
Fast Forward Message 392
Fast Start 267
Fax 15, 267, 285, 299, 361, 374, 375, 392
routing 363
fax calls 267
Fax Messages 374, 375
Fax Relay 285
Fax Transport 267
Faxination 374
FaxMail Pro 374
FCC 182, 184, 452
Feature Key 15, 92, 175, 197
Feature Licensing 15
FEATURE NAME 429
Feature Support 392
Feature Table 226
Fenestrae 374
Fenestrae Faxination Server
Microsoft Exchange 374
Field Data 357
File Transfer Protocol
including 308
Finnish 177, 178, 363
firewall 12, 92, 294, 303, 304, 308, 411
Small Office Edition offers 305
firewall/VPN 7
firewalled 303
firewalled Layer 303
firewalls 308
Firstly
TTS 375
Fixed Feature Buttons 143, 145, 146, 197, 199,
201
Flash Hook 262
Flash Memory 361
Flow Control 143, 145, 146, 197, 199, 201, 284
Follow Me 245, 252, 253, 262, 356, 363, 378
Follow Me Here 262
Force login 356
Forced Account Code
set 250
Forward All 254, 353
Forward All Calls 353
Forward Busy 252
Forward Emails
External Systems 392
Forward Hunt Group 253, 262, 356
Forward Hunt Group Calls Off 262
Forward Hunt Group Calls On 262
Forward Message 392
Forward No Answer 252, 260
Forward Number 262, 356
Forward on Busy 247, 252, 253, 262, 353, 356
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 478
Issue 26.N (Friday, April 05, 2013)
Index
Forward On Busy Number 262, 356
Forward On Busy Off 262
Forward On Busy On 262
Forward on No Answer 241, 252, 262, 353, 356
Forward On No Answer Off 262
Forward On No Answer On 262
Forward Unconditional 252, 253, 262, 356
Forward Unconditional Off 262
Forward Unconditional On 262
Forward voicemails 299
Forwarding 253, 344
Email 392
Multiple 392
Multiple Mailboxes 392
voicemail 363, 370
Forwarding except 253
FRAD 294
frame instructs 284
Frame Relay 282, 303, 304, 306, 363, 452
Encapsulation 285
framed 294
Frame Relay Assembler Disassembler
IP Office employs 294
Frame Relay Encapsulation 452
Frame Relay's PVCs 294
framed 282, 284, 285, 303, 304, 306, 363, 452
Frame Relay 294
Front Door 230
FSK 452
FTP 308
- G -
G.711 143, 145, 146, 197, 199, 201, 283, 285
including 267
G.711 A-law/U-law 285
G.711A 299
G.711MU 299
G.723 175
G.723.1 283, 285
G.723.1 MP-MLQ 285
G.723.1. 267
G.723.1-6K3 299
G.726 16kbps ADPCM 389
G.729 175, 285
G.729 Annex 285
G.729a 182, 267, 283, 299
G.729a/b 143, 145, 146, 197, 199, 201
G711
encoding 182, 184
Gatekeepers 264, 267
requests 266
Gateway 11, 179, 264, 266, 267, 281, 282, 294,
303, 304
Greetings 361, 363, 382, 392
Greetings & Mailbox Navigation 361
greetings provide 382
Ground Start 11, 103, 106, 289, 452
Ground-Start 289
GROUP 429
Group Listen 262
Group Listen Off 262
Group Listen On 262
Group working 175
- H -
Handover 175
Hands Free Pouch 179
Handset 19, 92, 143, 145, 146, 175, 177, 178, 179,
186, 226, 236, 240, 244, 257, 258, 294, 306, 307,
352, 363, 384
Handset Liquid Crystal Display 186
handset offers
high-resolution 179
Handset Volume Control 186, 226
Hands-free/ Speakerphone 178
Hardware 92, 175, 350
Hardware provides 92
Head Office 15
Header Compression 285, 452
Header Message 392
Headset 143, 145, 146, 177, 178, 179, 186, 197,
199, 201, 227, 231, 261, 262
Headset Socket 143, 145, 146, 197, 199, 201
Headset Toggle 262
headset/microphone 264
Heat Dissipation 449
Held Calls Panel 344
Held Panel 344
Help Desks/Support Desks 379
HH 429
High Voltage 227
Hold 7, 186, 197, 199, 201, 226, 238, 239, 242,
243, 254, 262, 303, 306, 344, 355, 382, 392
Hold Call 238, 262, 344
Hold Call Waiting 238
Hold CW 262
Hold Music 238, 262
Hook 257, 261
Hook Dialing 257
Hot Desk 243, 244, 296
Hot Desking 243, 244
Hours greeting 259
HP's Network Node Manager 438
HTTP 308
Hunt Group Broadcast Messages 383
hunt group call handling 253
Hunt Group call ringing 244
Hunt Group Calls 244, 245, 253, 258, 259
Hunt Group Disable 262
Hunt Group Enable 262
Hunt Group Enable/Disable 242
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 479
Issue 26.N (Friday, April 05, 2013)
Index
Hunt Group exceed 260
HUNT GROUP EXTENSION 429
HUNT GROUP NAME 429
Hunt Group Recording 386
HuntGroup.csv 429
Hybrid” PBX 264
Hz 125
- I -
I55 299
ICLID 289
Illuminated 3-line 177
Illuminated 5-line 178
IM 326
Immediate Reboot 429
Inbound Call Handling 258
Incoming Call 241, 258, 289, 307, 326, 344, 359,
363, 386
Incoming Call Routes 241, 258, 359, 363, 386
incoming call scripting 326
indicating
Talk 186
industry-standard 299
Information Bulletin Boards 379
Information Protocol
Routing 309, 452
Information within Call Flows 379
Inhibits
COLP 289
Inline Power 10/100 BaseT Switching Module 125
input rating
power 449
In-Queue Announcements 392
Insert 237, 379, 389
Installation Guide 186
Integral 10/100 Mbit Layer 305
Integral Static 12
Integral T3 108
Integral T3 IP 108
Integrated H.323 Gatekeeper 11
Integrated Management Suite 438
Integrated Messaging 13, 392
Integrated Messaging Pro 13, 15
Intelligent 7, 258
Interaction 7, 379, 385
Voicemail 370
Interactive Voice Response 7, 13, 92, 379
building 363
Interchange 299
Internal Call 239, 245, 357
Internal Directory 296
Internal Modem 14, 15
Internal Modem Card 14, 15
Internal Twinning 245
Internal/External 382
Internal/External greeting 382
Internet Access 12, 303, 306, 307
Internet browsing 308
Internet Explorer 389
Internet IP Security Domain
Interpolation 452
Internet Key Exchange 452
Internet Protocol 264
Security Architecture 452
Internet Protocol Control Protocol 452
Internet Protocol refers
type 264
Internet Security Association 452
Internet Service Provider 308
Internet Standards/Specification 285
Internet Telephony 7, 11, 291
Internet Telephony Service Providers 291
SIP trunking 11
internets 452
Internetworking 299
interoperability 295, 353
messaging 299
Interoperable 299
interoperate 308
networking 11
interoperation 308
Interpolation
Internet IP Security Domain 452
Interquartz 227, 230, 232
Interquartz Doorphone 230
Interquartz Gemini 227, 232
Interquartz Gemini 9281-AV 232
Interquartz Gemini Phones 227
Introduction 108, 428
IP Telephony 264
Intrude 243, 260, 352, 356, 363
INTUITY 299, 326, 363, 374, 375, 376, 382, 383,
384, 391, 392
Intuity Audix 299, 392
Intuity Audix 4.4 299
Intuity Audix Emulation Features 392
Intuity AUDIX™ 299
Intuity Emulation 359
Intuity Feature 392
INTUITY Mode 374, 375, 376, 384
Intuity TUI 392
Invited 344
IP Address Assignment 143, 145, 146, 197, 199,
201
IP Authentication Header 452
IP DECT 3700 349
IP DECT Capacities 175
IP DECT IPO STARTER KIT 175
IP DECT System 175
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 480
Issue 26.N (Friday, April 05, 2013)
Index
IP DECT Telephone 175, 177, 178
IP DECT Wireless Handset 232
IP Encapsulation Security Payload 452
IP Extensions 15, 267
IP Hard Phone 264
IP Office Management Utilities 428
IP Office Manager 14, 92, 239, 243, 247, 254, 289,
308, 375, 382, 383, 386, 411, 429, 439
IP Office Phone Manager application maintains
254
IP Office Phone Manager Lite 411
IP Office Professional Edition 92, 363, 392, 410
IP Office Professional Edition Upgrade 92
IP Office Small Community Networking 238, 239,
241, 243, 244, 254, 295
IP Office Standard Edition 92, 410
IP Office stores
list 250
IP Office Supports 309
IP Office Time Profiles 386
IP Office Voicemail Pro Intuity Audix Emulation
Features 392
IP Office VoIP 284
IP Office’s 291
IP Office's Directory 237
IP Office's list 250
IP Offices Transit Network Selection 289
IP Office's WAN 294
IP Packet 284, 294
IP Packet Flow Control 284
IP PBX 264
IP Phone Adapter 125
IP Phone Power Adapter 125
IP Phones 92, 125, 197, 199, 201, 255, 260, 266
IP Power 125
IP Security Document Roadmap 452
IP Service 303
IP Telephone Power Consumption 125
IP400 3rd PRTY IVR RFA 379
IP400 Analog 16 15
IP400 Analog Trunk 16 15, 106
IP400 Analog Trunk 16 Module 106
IP400 Digital Station 104
IP400 Digital Station V2 Module 104
IP400 Phone 239
IP412 12, 15, 92, 103, 261, 267, 284, 303, 305,
306, 359, 392, 410, 449, 452
IP412 Control Units 449
IP412 Maximum Heat Dissipation 449
IP412 Supports Two 64-party Conference Banks
410
IP500 12, 13, 15, 92, 94, 103, 104, 106, 261, 267,
284, 289, 296, 303, 305, 359, 363, 392, 410, 449,
452
default 92
existing 99
voicemail 361
IP500 Analog Phone 99
IP500 Analog Trunk 16 103, 106
IP500 Analog Trunk 16 Expansion Module 103
IP500 Analog Trunk 16 Module 106
IP500 Analog Trunk Card 99
IP500 BRI 99, 103, 289
IP500 BRI So8 103
IP500 BRI So8 Expansion Module 103
IP500 BRI Trunk Card 99
IP500 Cards 94
IP500 Compact Flash voicemail 13
IP500 Control Unit 92, 94
IP500 Digital Station 99, 103, 104
IP500 Digital Station Expansion Module 103
IP500 Digital Station Module 104
IP500 Expansion Modules 92
IP500 Legacy Card Carriers 94, 99
IP500 Phone 103
IP500 Phone Expansion Module 103
IP500 PRI 99
IP-based WiFi 148
IPCP 452
IP-DECT 175
IPSec 12, 294, 309, 452
IPSec Tunneling 309
IPSec VPN 294
IP-telephony 125
ISAKMP 452
ISBN
asked 380
enters 380
ISDN 11, 99, 258, 282, 285, 288, 303, 304, 306,
326, 452
BRI S-interfaces 103
following 289
incoming 289
outgoing 289
ISDN Basic 289
ISDN Basic Rate 289
ISDN DSS1 289
ISDN MSN 258
ISDN Ports 452
ISDN Primary 289
ISDN Primary Rate 289
ISDN/PRI 258
ITAddress 355
ITU-T Recommendation E.164 452
IVR 7, 13, 363, 379, 392
providing 381
- J -
Japanese 363, 380
Juniper 281
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 481
Issue 26.N (Friday, April 05, 2013)
Index
- K -
Kbps 296
Kentrox 281
Key Management Protocol 452
Key System 264
Keyboard Actions 348
Keyboard Mapping 348
- L -
L2TP
Securing 452
Lamp Operation 247
Language 177, 178, 241, 255, 353, 359, 361, 363,
375, 377, 380, 429
language depending 359
Lanyard 179, 182
Last Number Redial 227, 262
Latin 363, 380
Latin American 363
launch 439
Layer Two 452
Layer Two Tunneling Protocol 452
LCD 186, 227, 240
LCP 307, 452
LCR 300
Existing 251
LCS 326
LDAP 12, 308
leading
email 374
Leased Line 12, 288, 303, 306
types 306
Leased Line Support 306
Least Cost 250, 251, 259, 287
Existing 300
Least Cost Routes 250, 259
Least Cost Routing 251
Existing 300
LED 125, 143, 145, 146, 227
Legacy Card Carrier 92, 99
License Key 15, 309, 352, 361, 375, 379
License.csv 429
LIFO/FIFO 392
Link Control Protocol 307, 452
Linked Numbering 301
Linked Numbering Scheme 301
Lite 13
Lithium Ion Battery 182
LLB 99, 289
Local Area Network 264, 267, 303, 306, 308, 353
Local End Echo Cancellation 25ms 285
Local Phone Directory 326
Local Telcos 289
Locating
SIP Servers 452
Longest Waiting 258, 348
Loop Greeting 392
Loop Start 11, 103, 106, 289
Loop start/Ground 452
Loop-Start 99, 289
Lord Of The Rings 380
Lotus Notes 370, 374
Low-Speed Serial Links 452
- M -
Mail Box
Remote Access 392
Maintainers Network Manager 438
make/receive
headset/microphone 264
Malicious Call Identification 289
Manage voicemail 391
Managed Frame Relay Network 294
Managed IP VPN 282, 294
Management Tools 14
Manager 5.1 429
Manager application 243
Manager provides 429
manager/secretary 248
Managment Information 452
Many Avaya 239, 247, 254
Many Simultaneous Calls Can 283
MAPI 13, 370
Mbps 284, 294
Mbps LAN 294
MCID 262, 289
MCID Activate 262
MCU 266
MDAC 379
Media 15, 266, 282, 285, 348, 352, 375, 438
Media Service Provider 352
Medical 7
medical issues 7
Medium-Size Companies 7
Meet Me conferencing 408
Meeting 241
Meet-Me 92, 409, 410
Meet-Me conferencing 92
Meet-Me Conferencing on IP500 410
Meet-Me Conferencing Solution 409
Memory 186, 227, 238, 282, 452
Menu Bar 344
MERLIN MAGIX 108
Message Announcements 392
message handling
individuals 363
Message light 226
Message Storage Capacity 359
Message Waiting 15, 143, 145, 146, 186, 227, 239,
288, 383, 391
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 482
Issue 26.N (Friday, April 05, 2013)
Index
Message Waiting Indication 227, 239, 299, 392
Message Waiting Indicator 197, 199, 201
message waiting lamps 239
Message Waiting Light 226, 299
Messages Button 199, 201
Messaging Card 15, 438
Microsoft application 307
Microsoft Live 326
Mid Span Power 125
Mid-Span 125
Mid-Span Power Distribution Units 125
Miercom 7
milli-seconds 283
ML-PPP 306, 452
MM 429
mm/inches 449
Mobile Twinned Call Pickup 262
Mobile Twinning 15, 92, 262, 378
mobile/cell 245, 252, 253, 363, 370, 384
Mobile/Cell Phone 245, 252, 253, 363, 370
Mobility 19, 148, 175, 179, 186, 236, 244
Mobility Solutions 148
Modify’ 383
Modify’ existing lists 383
Modular 15, 92, 359, 391
Modular Messaging 391
Modular Messaging Voicemail 359
Monitor 99, 243, 257, 260, 289, 326, 348, 352,
353, 386, 389, 410, 428, 437, 438, 439
Monitor Calls 260
Most Avaya 254
MP 452
MPPC 452
MSDE 389
MSP 352
Multiclass 285
Multi-Class Extension
Multi-Link PPP 452
Multiclass Extensions
Multilink PPP 285
Multi-Level Tree Structure 392
Multi-Link 306, 452
Multilink PPP
Multiclass Extensions 285
multiple incoming 247
Multiple Mailboxes
Forward 392
Multiple Subscriber Number 289
Multiple Time Entries 259
multipoint 266
point 289
Multipoint Connection Units 266
MultiVantage 299
Mute 177, 178, 197, 199, 201, 226, 227, 254
MWI 239
- N -
NA 148
NAME 429
Calling 344
NAT 12, 294, 308, 452
discover 291
Netgear 281
Network Address Translation 12, 294, 308, 452
Network Address Translators 452
network addresses 12, 294, 308, 452
Network Alchemy 92
Network Assessment 284
network called
Public Switched 264
network comprising 309
Network Manager 438
Network Manager application 438
network numbering 301, 308
Network Numbering Schemes 301
network ready 7
Network Requirements 282
Network Time Protocol 452
Networked Messaging 363, 376
Networked Messaging Solution 376
Networking Features 296
Networking maximizes 287
networks converging voice 179
networks including private 264
New message 239, 304, 375
new/old/saved 240
new/repeat/answered/unanswered 227
NI2 289
Night Service 258, 259, 356
Night Service Fallback 258
Pass 259
Night Service Group 258
No Answer 245, 252, 253, 262, 344, 356
No Answer Interval 252
No Answer Time 245
Node Numbering 301
Node Numbering Scheme 301
North American Primary Rate Interface 289
North American T1 289
Norwegian 177, 363, 380
Not Disturb 242, 252, 254
Not Disturb Exception Add 262
Not Disturb Exception Delete 262
Not Disturb Off 262
Not Disturb On 262
Notice 7
Now there’s 7
NTP 452
NULL Encryption Algorithm 452
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 483
Issue 26.N (Friday, April 05, 2013)
Index
Number service 289, 378
number/name 392
number’ 238
Numeric Keystrokes 348
Nylon Pouch 179
- O -
OAI 179
Octel 299
Of Hours 382
Off Hook Current 452
Off Hook Operation 261
Off Hook Station 262
Offer/Answer Model 452
offering
high-resolution 179
high-resolution backlight 179
Off-Hook Station 261
office heating 363
Office-quality speakerphone 182
Oldest 260, 389
oldest ringing/waiting 260
oldest ringing/waiting call 260
On Demand Call Recording 363
Open Application Interface 179
Open CTI 13
OpenView application 438
Operator SoftConsole 13
Optional Add-Ons 143, 145, 146
Other Avaya Products 108, 299
Other Features 392, 410
Out Of Hours 382
Outbound Call Handling Features 250
outcall 384
Outcalling 392
Outlook 13, 326, 374
Goldmine 326
Output Port 230, 452
Overflow Group 258
Overhead LAN 283
Overhead WAN 283
- P -
PABX's 11, 266
provide 15
Packet Based 294
Packet Based Voice Networking 294
packet filtering 308
packet switching 294
packetization 285
packetized VoIP
allowing 294
packetized VoIP calls 294
packets arrive
port 284
packet-switched 264
Packet-Switched Telephony 264
Packet-switched VoIP 264
Pager 370
Paging
Calls 245
Pan European Connection 452
PAP 304, 307, 308, 309, 452
Park 238, 239, 245, 262, 344, 348, 349, 357, 363,
385
Park Call 262
Park ID's 344
Park Return 245
Park Slot Panel 344, 348, 349
Park Slots 238, 344, 348, 349, 357, 385
pass calls 259
Password 240, 304, 307, 349, 429, 452
PC application 383
PC application Phone Manager Pro 383
PC Based 359
PC Softphone 13, 92, 236, 326
PC Softphones 19
Permanent Virtual Circuits 294, 306
Personal 378
Personal Distribution Lists 326, 383
Personal Numbering 363, 378, 392
Personal Options 392
Personalized Greeting 392
Personalized Ring Patterns 143, 145, 146, 197,
199, 201
Personalized Ringing 226, 239
Phone 16 449
Phone 16 Module 449
Phone 30 Module 449
Phone Manager application 241, 242
Phone Manager Feature Summary 326
Phone Manager GUI 382
Phone Manager Lite 13, 92, 254
Phone Manager Lite/Pro/PC Softphone 92
Phone Manager PC Softphone 15, 264
Phone Manager Pro 13, 15, 92, 230, 244, 245,
254, 326, 382, 383, 392
Phone Manager Pro PC Softphone 92
physical/logical 284
Pickup 244
Pick-Up 241
PIN 13, 379, 392, 411
prompted 359
requesting 409
PIN checking 379
PIN Code By-Pass 392
PIN code/menu 411
Plain Old Telephone Services” 264
Platform Support 392
Play Advice
switching 386
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 484
Issue 26.N (Friday, April 05, 2013)
Index
played back 382, 392
PoE 108, 125, 143, 145, 146, 175, 197, 199, 201,
203, 264
Point Compression
Microsoft Point 307, 452
Point Protocol
Point 452
Point-to-Point 289, 294, 303, 304, 306
Point-to-Point Protocol 303, 306
Power Distribution Units 125
Power Fail Ports 452
Power Options
IP Telephones 125
Power Supply 125, 143, 145, 146, 197, 199, 201,
203, 449
Power Supply Units 449
Powered Data Unit 125
Powered LAN 108
PPP 285, 303, 306, 309, 452
PPP Fragmentation 285
PPP MP 452
PPP Multilink Protocol 452
PR 289
PRI 11, 12, 92, 94, 99, 287, 289, 452
PRI 30 E1 94
PRI 30 E1R2 RJ45 94
PRI E1 452
PRI ISDN Services 452
PRI ISDN Switch 452
PRI T1 12, 94, 452
PRI T1 Service 452
PRI T1/J1 452
prices—Avaya 7
Primary Rate ISDN 289
Primary Rate Trunks 99, 289
prioritization 179
Priority 7, 179, 197, 199, 201, 258, 262, 264, 356,
384
Priority Call 258, 262
Priority Processors 179
Privacy Mechanism
Session Initiation Protocol 452
Private 7, 99, 243, 250, 262, 264, 287, 288, 294,
299, 303, 308, 383, 384
Private Call 243, 262
Private Call Off 262
Private Call On 262
Private Circuit Switched 288
Private Circuit Switched Voice Networking 288
Private Networking 299
Private Voice Networks 99, 287
Pro 13, 230, 370, 411
upgrades 15
Pro provides 13
Product 7, 227, 260, 262, 281, 299, 350, 352, 353,
374
receiving 7
time during 15
product configuration documents 262
Product Configurations 262
Product Description 260
Operating System 350
Professional Edition 15, 410
Standard Edition 92
upgrade 92
prompting
PIN 359
Voicemail Pro 377
Protocol Applicability Statement 452
protocol passing 308
Protocols 99, 175, 179, 264, 266, 267, 282, 285,
294, 299, 306, 308, 309, 374, 437, 452
protocols including 308
Proxy Address Resolution Protocol 308
PSK 182
PSTN 247, 282, 284
IP Office connects 264
SCN 251, 300
PSU 449
PTT 183
Public 7, 12, 99, 239, 250, 251, 259, 264, 266, 281,
284, 287, 289, 294, 305, 308, 309, 363, 383, 452
Public Network 250, 251, 266, 294
Public Switched 284
network called 264
Public Switched Telephone Network 284
called 264
Public Voice Networking 289
Pulse 244, 289
Push 230
push-to-talk” 179
Put_EventFilter 355
PVCs 294, 306
- Q -
Q.931 285, 289, 294, 295
Q.931 signaling 289
QoS 11, 143, 145, 146, 179, 197, 199, 201, 282,
284, 294, 439
QoS Options 143, 145, 146, 197, 199, 201
QoS/Class
Service 284
QSIG 11, 247, 289, 296, 299
following 288
limit 92
running 391
terminates 288
QSIG Networking 11
QSIG provides
level 288
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 485
Issue 26.N (Friday, April 05, 2013)
Index
QSIG signaling 288
Quad Chargers
3641 179
Quality Assurance 245
Queue Announcements 359, 363, 392
Queue Entry Announcement 392
Queue Manager 13
Queue Mode 348
Queue Panel 344
queue panel displays
bar 344
queue position 392
Queue Position Announcement 392
Queue Threshold Alert 260
Queue Update Announcement 392
QUEUING 429
Quick Charger 179
Quotas 303, 304, 306, 357
Quotas place 303
- R -
Radio Frequency 2.4000 182, 184
Radio Frequency 2.4000 GHz 182
RAS 308
Rate Adaptation 452
Rating
24V DC 449
reachability 7
reading
email 13
Real Time 13, 285, 363, 452
Real Time Control Protocol 285, 452
real time tracking 13
Reattempt 344
Reboot When Free 429
Rec 452
Recall button 226, 227
receiver’s 264
Receiving Door 230
Reception 239, 261
Breakout 392
Rechargeable Battery 186
Reclaim Call 242
Record Message 262, 385
Record/Send 392
recorded message stating 385
Recording 386
Time 392
Recordings 385, 386, 389
Redial Button 186, 226
Region 148, 175, 225, 232
RegisterCallNotifications 355
relating
conferencing 411
Relay Off 262
Relay On 262, 363
Relay On/Off/Pulse 244
Relay Pulse 262
Release 4.0 439
Release 4.0.7. 175
Release 4.1 259, 305
Remote Access 12, 14, 19, 236, 303, 304, 308,
363
Mail Box 392
Remote Access Features 304
Remote Access Server 12, 14, 308
Remote Access Services 19, 236, 303, 304
Remote Hot Desking 244, 296
Remote Management 411
REN 452
Repeat Message 392
Replay 363, 389
replay rights 389
Reply 361, 375, 382, 392
requesting
Gatekeeper 266
PIN 409
Rest 303
World 410
restricted/allowed 308
Resume Call 262
Retrieve Call 262
Return On Investment 408
Rewind Message 392
RFA 299
RFC 285, 452
Ringer 143, 145, 146, 186, 226, 227, 239, 260
Ringer Equivalency 226
Ringer On/Off 186
Ringing
Patterns 226
Volume Control 226
RIP 12, 309, 452
RJ45 Ethernet 452
RMS 452
ROI 408
ROTARY 429
router alleviates 303
router/firewall/DHCP 14
Routing Information Protocol 309, 452
RTP 283, 291, 452
RTP Payload
DTMF Digits 452
RTP Relay 291
RTP Voice Data Payload 283
RTP/RTCP 285, 452
Ruggedized 182, 183, 185, 232
Russian 363, 380
RW 389
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 486
Issue 26.N (Friday, April 05, 2013)
Index
- S -
S Message 357
S0 289
S0 Endpoint
Call 289
S3210 299
Save Message 392
Save Profile 344
SBC 291
scalable 15, 287, 374
Scalable Platform 15
Scan’ 383
SCN 92, 244, 259, 296
PSTN 251, 300
Screen Pop 326, 352
Screen-Popping 237
SDP 452
Search 348, 389
Secondary Dial Tone 243, 262
secretary’s 242
Securing
L2TP 452
Security Architecture
Internet Protocol 452
Self-Administration 257
Send Email 392, 438
Send Instant Messages 326
Separated incoming/outgoing 326
Series 15, 94, 103, 104, 108, 197, 199, 201, 203,
226, 232, 349, 353, 363, 449
server PC's 449
servers provide 307
Service Packs 350
Service Provider conferencing
compared 408
Service Provider conferencing services 408
service provider supporting 237
Service Providers 11, 92, 237, 289, 291, 294, 309,
326, 408
service-by-service 306
Session Border Controller 291
Session Description Protocol 452
Session Initiation Protocol 264, 285, 291
Privacy Mechanism 452
Set Absent Text 262
Set Account Code 262
Set Authorization Code 262
Set Hunt Group Night Service 262
Set Hunt Group Out
Service 262
Set Hunt Group Out Of Service 262
Set Inside Call Seq 262
Set Message Priority 392
Set Mobile Twinning Number 262
Set Mobile Twinning Off 262
Set Mobile Twinning On 262
Set No Answer Time 262
Set Outside Call Seq 262
Set Ringback Seq 262
Set Wrap Up Time 262
SetCallInfoBuffer 355
short code representing 385
Short Codes 238, 259, 260, 262, 296, 307, 361,
385, 411
Short Message System 370
ShortCode.csv 429
Shut Down Embedded Voicemail 262
Signaling
Conforms 289
Signaling Channels 175, 289
Silence Suppression 267, 285
Simple Network Management Protocol 438, 452
Simple Outlook 326
Simple Telephony Call/Basic 288, 299
Simple Telephony Call/Basic Call 288, 299
Simple Traversal
UDP 291
User Datagram Protocol 452
Simultaneous 284
Simultaneous VoIP Calls
Maximum Number 284
Small Community Network 238, 239, 241, 243,
244, 254, 259, 295, 296, 299, 363
SMDR 92, 250, 352
SMI 184
SMS 370
SMS/text 374
SMTP 13, 363, 370, 428
SMTP email 428
SMTP/POP3 374
SNMP 125, 143, 145, 146, 197, 199, 201, 294,
428, 438, 452
SNMPv1 452
So8 449
So8 Module 449
Soft 11, 182, 241
SoftConsole 15, 92, 238, 241, 244, 254, 261, 344,
348, 349, 350
SoftConsole Administration 349
SoftConsole gives
operator 344
SoftConsole Options 348
SoftConsole PC Requirements 350
SoftConsole Telephone Requirements 349
Software Developers Kit 352
Software Development Kit 13, 352
SOHO 243
Sophisticated Queue Announcement 363
SOS Emergency key 177
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 487
Issue 26.N (Friday, April 05, 2013)
Index
Speaker button 257
Speaking Clock 363, 392
Special Features
4625 SW 201
5410 199
5420 201
5621 SW 201
Special Services 289
Specialty Handset Support 226
Speed Dial 199, 201, 254, 326
Speed Dial List 199, 201
Sprint 289
SQL 379
SQL Query Builder Wizard 379
SSA 439
SSA connects 439
SS-CNIP 288
SS-CNIR 288
SS-CONP 288
SS-CT 288
SS-MWI 288
SSS 289
STAC 452
Stac Lemple Ziv 307
STAC LZS Compression Protocol 452
stackable 92
Stand
Charging 186
Stand Power Supply Adapter
Charging 186
Standard 40W Power Supply Unit 449
Standard Edition 15
Professional Edition 92
standards-based 11, 12, 258
standards-based TAPI 258
Starter Kits” 175
starting
Day One 7
station/access 108
Status 14, 92, 184, 203, 241, 243, 247, 254, 258,
344, 348, 353, 363, 389, 428, 439
Status Application 14, 92, 439
Status Bar 344
STD15 452
STD16 452
STD17 452
STD56 452
STD57 452
Still Queued 363
strings 289
Absence Text 241
Structured Query Language 379
STUN 291, 452
Sub-addressing
Allows 289
subject 7, 237, 260, 386
email 370
Summary 99, 232, 284
Positioning 359
Supervised Transfer
called 239
supervisor’s Coverage Timer 245
Supervisors 242, 245, 383
Supplementary Service 294, 295
Supplementary Services within 295
Supplementary Services within IP Networks 295
Suspend Call 262
Suspend CW 262
Sv 357
SW 197, 199, 201
SwapHold 355
Swedish 177, 178, 363
switchable 199, 201, 227
Switchable Time Break Recall 100 227
Switched Ethernet 12, 92
Switched LAN 15
switching
Capacity 452
Play Advice 386
WAN 294
synchronization 308, 392
Phone Manager 12
System Administration 389
System Administrator 238, 239, 242, 262, 386, 389
System Announcement 392
systems supporting 376
- T -
T.38 267
T1 11, 12, 15, 99, 239, 247, 251, 287, 288, 289,
299, 300, 306, 391, 410
T3 104, 108, 143, 145, 146, 232, 240, 289, 449
Tabs 326, 344, 348, 411
TAPI 13, 92, 237, 352, 353, 354, 355, 356
TAPILink Lite 352, 353, 354, 355
TAPILink Pro 352, 353
TAPI-WAV 352, 353
Target RAS 357
TCP 452
TCP/IP 14, 452
TCP/UDP/IP 285
Technical Bulletin 291, 350
Technical Specifications 350
Technology Overview 266
telecommunication 452
telecommunication numbering 452
Telecommuter 245, 326
Telecommuter Mode 245, 326
teleconferences 7
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 488
Issue 26.N (Friday, April 05, 2013)
Index
Telephone Adaptors 14, 304
Telephone Cord 186
Telephone Devices 353
telephone establish 266
Telephone Extension Cable Lengths 449
Telephone Options 15
Telephone User Interface 363, 382, 383, 384
telephone wishing 266
telephones including 11
telephones operating 284
Telephones Section 104
telephones utilizing Power 125
Telephony Functions 19, 236
Telephony Signals 452
Telephony Tones 452
telesales 363
Test Conditions 392
Text To Speech 13, 15, 363, 375, 380, 392
Text” 377
Text-to-Speech 363
TFTP 179, 182, 184, 284, 452
that’s 7
that’s right 7
There’s 7
Third Party Database Access 392
Third Party Fax 374
Third Party Text
Speech 15
Third Party Text To Speech 15
Through Network Address Translators 452
TIA/EIA-646-B
conform 289
til 241
Time Division Multiplexing 92
time during
product 15
Time Entries 259
time linking
office 303
Time Profile 244, 258, 259, 307, 356, 384, 386
timebands 304
Time-Division Multiplexed Telephony 264
timeframe 392
timeout 238, 356, 384
TNS 289
To Email 363, 370, 392
Toggle Calls 238, 262
toolkit 352
toolset 13
toolset including 13
Total base-stations/repeaters 175
Transfer call 344
operator 392
Transmission Control Protocol 452
transmission/reception 289
Transmit Power 100mw 184
TransTalk 9040 108
Tray 344, 349
Tray working 349
Trivial File Transfer Protocol 452
Trunk Cards 94, 99
Trunk Interfaces 11, 15
trunk lines 247
trunk providing 99
trunk/extension 99
trunk/VoIP 410
Trunks back 15
trunks/VoIP 411
TTS 375
adds 380
TTS Licensing 380
TTY 363
TTY hearing 363
TUI 363, 382, 383, 384
Tunneling Protocol 309, 452
two-base-station 175
- U -
UC Module 311
UK 363, 380
UK20 452
unencrypted 307
Uni 94
Unified Communications Module 311
Universal PRI 99
Unlike circuit-switched 264
unmaps 308
Unpark 262, 355
Unpark Call 262
Unread 'User 344
unsecured’ 305
Unshielded Twisted-Pair 449
Unstructured Private Circuit 294
Upgrade License 92, 410
upgradeable 143, 145, 146, 179, 197, 199, 201
Upgradeable Firmware 143, 145, 146, 197, 199,
201
Upgrade-Kit” 175
upgrade-license 175
Upn 143, 232, 449
UPS 125, 449
USA 452
USA Interfaces 452
use depending 99
Use mailing 392
user according
type 349
user acquiring
call 260
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 489
Issue 26.N (Friday, April 05, 2013)
Index
User CD-Rom 352
user collecting 304
User Datagram Protocol
Simple Traversal 452
user determines 247
user ensuring 232
user executing 260
User Interface 13, 182, 264, 363
user interface offering 264
user making 253
user name 344, 357
User Recording 386
user restricting 308
USER RIGHT 429
User Rights 250, 429
Using Text To Speech 13, 380
UTP 449
- V -
V.24 306, 452
V.24 Interface
19.2Kbps 452
V.24/V.28 452
V.32 99, 304
V.35 294, 303, 306, 452
V.90 15, 304
V.90 56Kbps 304
V110 452
V120 452
V24 306
V35 306
V5.0 389
V90 12
VAC 125
VB 15, 363, 381
VB Scripts 15, 363, 381
VCM 11, 92, 94, 143, 175, 245, 282, 284, 291,
294, 296, 392, 438, 439
Virtual 264, 281, 294, 306, 408
Voicemail 392
Virtual Office 281
Visual Basic 355, 363, 381, 392
Visual Basic Scripts 392
Visual Message Waiting Indication 227
Visual Voice 240, 361, 363, 392
Visual Voice NOT 240
VLAN 143, 145, 146, 197, 199, 201
VM 252
Voice Call 258, 283, 299
Voice Communication Solution 11
Voice Communication Solution Features 11
Voice Compression 15, 94, 175, 266, 267, 282,
284, 291, 294, 361
Voice Compression Module 266, 267, 282, 284,
294
Voice encoding 182
Voice encoding G711 184
Voice Forms/Questionnaire Mailboxes 363
Voice Mail 7, 177, 178, 252, 344, 384
Voice Messaging 11
Voice Networking 15, 92
Voice Priority Processors 179
voice processing 352
Voice Recording 245, 363, 386
Voice Recording Library” 389
voice samples
telephone 282
voice traffic 179, 282, 284, 304
VoiceDirector 289
Voicemail 13, 15, 19, 92, 199, 201, 230, 236, 239,
240, 242, 243, 244, 245, 247, 248, 250, 253, 259,
260, 262, 267, 287, 296, 299, 304, 326, 344, 356,
357, 359, 374, 375, 376, 377, 378, 379, 380, 381,
383, 384, 385, 386, 389, 391, 409, 411, 429, 438,
439, 449
alter 258
control 361, 363
distribute 383
Email 370
Forwarding 363, 370
Hunt Groups 392
Individual 392
Interaction 370
IP500 361
PC 361
routed 382
Virtual 392
Voicemail Box Feature 392
Voicemail Breakout/Personal Auto-Attendant 361
Voicemail Collect 262, 361
Voicemail email 356, 378
Voicemail email forwarding 378
Voicemail Feature Comparison 392
voicemail greeting 13
Voicemail Help TUI 392
Voicemail Node 262
Voicemail Off 262
Voicemail On 262, 356, 378
Voicemail Ports 245, 386
VoiceMail Pro 13, 15, 92, 240, 244, 245, 259, 296,
299, 344, 359, 363, 374, 375, 376, 378, 379, 381,
382, 383, 384, 385, 386, 389, 392, 409, 411, 438
pool 380
prompting 377
VoiceMail Pro application 230
Voicemail Pro Client 363, 377, 379, 384, 386
VoiceMail Pro Fax 374
VoiceMail Pro Manager 377, 392
VoiceMail Pro Networked Messaging 15, 299, 383
VoiceMail Pro Networked Messaging RFA 299
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 490
Issue 26.N (Friday, April 05, 2013)
Index
VoiceMail Pro Server 299, 363, 375, 376, 381
voicemail ringback 239, 262, 392
Voicemail Ringback Off 262
Voicemail Ringback On 262
Voicemail Server 299, 304, 359, 363
Voicemail System 384, 389
Voicemails 240, 245, 370, 375, 392
VoIP 7, 11, 15, 94, 148, 179, 231, 264, 267, 282,
283, 284, 285, 287, 294, 299, 326, 439
VoIP application 284
VoIP calls 283
VoIP provides 264
VoIP Standards Supported 285
VoIP Wi-Fi Solution 148
VoIP-compatible 264
Voltage 125, 227, 452
Volts 125
Volts Alternating Current 125
Volume 177, 178, 197, 199, 201, 226, 227, 254,
377, 392
Volume Control
Ringing 226
Volume Down 197, 199, 201
Volume Up 197, 199, 201
VPIM 392
VPN 12, 15, 92, 281, 294, 309
following 148
VPN IPSec/L2TP 15
VPN Phone Software 281
VPN Phones 15, 92, 148
Licenses 281
VPN tunneling 15
VPN-access 281
VPN-gateways 281
- W -
waiting
Acquire Call 260
walkie 179
walkie-talkie 185
Wall Plate Adapter 186
WAN 12, 14, 92, 175, 282, 283, 287, 303, 304,
306, 309, 363, 437, 452
switching 294
VCM 282
WAN link 303
WAN multiplexers 304
WAN3 92, 103, 438, 449
WAN3 10/100 92, 103
WAN3 Module 438, 449
WAP WML 199, 201
Warm Start 429
Watts 125, 449
WAV 238, 326, 348, 370, 375, 389
wav file 238, 326, 389
waveform 389
Web 7, 12, 385, 386, 389
Web Server 389
Web site 12
Week Planner 363
WEP 182, 184
what’s 264
Whisper Announce 363, 392
Wide Area 103, 175, 294, 303, 306, 307
Wide Area Expansion 294
Wide Area Network 175, 303, 307
Wide Area Networking Protocol 306
Width 177, 449
WiFi 15, 108, 179, 182, 183, 184, 185, 232
Wink-Start 289
WINS 306
Wire 11, 108, 143, 145, 146, 179, 182, 184, 264,
284, 349
closet/switch 125
wire speed 284
Wired Equivalent Privacy 182, 184
Wireless 7, 11, 15, 19, 104, 108, 125, 148, 175,
179, 184, 186, 232, 236, 264, 452
Wireless Access Points 15, 179
Wireless Module 452
Wireless Telephones 15, 108, 148, 179, 184, 186,
232
Wireless VoIP 15
Within SoftConsole 344
WLAN 125, 179
WLAN Compatibility List” 179
workflow 363
workforce 374
workgroup 183
workgroups 13
World 225, 264, 303
Rest 410
WorldCom 289
worlds companies’ LANs 264
Worst Case 125, 449
Wrap Up 356
WS-X4148-RJ45V 125
WS-X6348-RJ45V 125
- X -
X.21 294, 303, 306, 452
X.25 306
XM24 104, 232
XM24 DSS Unit 232
- Y -
Year 7
Yes 143, 145, 146, 197, 199, 201, 326, 359, 392
- Z -
Zetafax
Networks 374
Product Description
IP Office 8.1 © 2013 AVAYA All rights reserved. Page 491
Issue 26.N (Friday, April 05, 2013)
Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations or
amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other
protective rights of Avaya or others.
All trademarks identified by the ® or ™ are registered trademarks or trademarks,
respectively, of Avaya Inc. All other trademarks are the property of their respective
owners.
This document contains proprietary information of Avaya and is not to be disclosed
or used except in accordance with applicable agreements.
© 2013 Avaya Inc. All rights reserved.
Template: 19th November 2012

Navigation menu