Product Description - Avaya IP Office Business Phone Systems · 2020. 2. 15. · separate, Avaya IP Office brings them together so you can easily turn a home or mobile phone into

15-601041 Issue 22.a.- (21 March 2011 - 11:21)

Product Description

IP Office Release 7.0

Product DescriptionIP Office Release 7.0

© 2011 AVAYA All rights reserved. Page 2Issue 22.a.- (21 March 2011)

© 2011 AVAYA All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurate at the time ofprinting, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may beincorporated in future releases.Documentation DisclaimerAvaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentationunless such modifications, additions, or deletions were performed by Avaya. Link DisclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within thisDocumentation, and Avaya does not necessarily endorse the products, services, or information described or offered withinthem. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linkedpages.LicenseUSE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER’S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AThttp://support.avaya.com/LicenseInfo/ (“GENERAL LICENSE TERMS”). IF YOU DO NOT WISH TO BE BOUND BY THESETERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERYFOR A REFUND OR CREDIT.Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses andunits of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity isspecified in the Documentation or other materials available to End User. “Designated Processor” means a single stand-alonecomputing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users.“Software” means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User,whether as stand-alone Products or pre-installed on Hardware. “Hardware” means the standard hardware Products, originallysold by Avaya and ultimately utilized by End User. License Type(s): Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number ofDesignated Processors is indicated in the Documentation or other materials available to End User. Avaya may require theDesignated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to beprovided by End User to Avaya through electronic means established by Avaya specifically for this purpose.Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights.Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.Third-Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third partyagreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of theProduct (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them isavailable on Avaya’s web site at: http://support.avaya.com/ThirdPartyLicense/Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical ServiceCenter Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security vulnerabilitieswith Avaya Products should be reported to Avaya by sending mail to: [email protected]. For additional support telephone numbers, see the Avaya Support web site (http://www.avaya.com/support). Trademarks Avaya and the Avaya logo are registered trademarks of Avaya Inc. in the United States of America and other jurisdictions. Unless otherwise provided in this document, marks identified by “®,” “™” and “SM” are registered marks, trademarks andservice marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.Documentation information For the most current versions of documentation, go to the Avaya Support web site (http://www.avaya.com/support) or the IPOffice Knowledge Base (http://marketingtools.avaya.com/knowledgebase/). Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. Thesupport telephone number is 1 800 242 2121 in the United States. For additional support telephone numbers, see the AvayaWeb site: http://www.avaya.com/support.



Contents

Contents1. Introduction

................................................................ 7Avaya IP Office

................................................................ 12What's new in IP Office Release 7.0?

................................................................ 18Voice Communication Solution Features

................................................................ 18Data Communication Solution Features

................................................................ 20Applications Platform Features

................................................................ 22Management Tools

................................................................ 22Scalable Platform

................................................................ 23Telephone Options

................................................................ 23Application and Feature Licensing

2. IP Office Essential EditionPARTNER® Version

................................................................ 28Hardware

................................................................ 29Telephones

................................................................ 36System Administration

3. IP Office Norstar® Version................................................................ 57Hardware

................................................................ 58Telephones

................................................................ 62System Administration

4. IP Office Platform................................................................ 82IP Office Control Unit

................................................................ 84IP500 Base Cards

................................................................ 91IP500 Trunk Cards

................................................................ 93External Expansion Modules

5. Telephones................................................................ 1009600 Series IP Telephones

................................................................ 1081600 Series IP Telephones 1400 Series DigitalTelephones

................................................................ 118Other phone lines supported on IP Office

................................................................ 147T3 Telephones

................................................................ 151Wireless and Remote Phone Solutions

................................................................ 189Analog Telephones

................................................................ 195Headsets

................................................................ 196Summary

6. Features................................................................ 201Basic Call Handling

................................................................ 205Advanced Call Handling

................................................................ 212Key and Lamp Operation

................................................................ 215Outbound Call Handling Features

................................................................ 217Forwarding

................................................................ 219Avaya Digital and IP Phones

................................................................ 224Inbound Call Handling

................................................................ 227Contact Center Features

................................................................ 228Miscellaneous Features

................................................................ 229System Short Codes

7. IP Telephony

................................................................ 233Gateways, Gatekeepers and H.323 - TechnologyOverview

................................................................ 234IP Telephony Features

................................................................ 235SIP Endpoint Support

................................................................ 240Power Options for IP Telephones

................................................................ 242VoIP FAQ

8. Public and Private Voice Networks................................................................ 248Private Circuit Switched Voice Networking

................................................................ 249Public Voice Networking

................................................................ 253E1R2 Channel Associated Signaling

................................................................ 253Session Initiation Protocol (SIP)

................................................................ 256Packet Based Voice Networking

................................................................ 257Supplementary Services within IP Networks

................................................................ 257Multi-Site Networking (Small CommunityNetworking)

................................................................ 259Internetworking with Other Avaya Products

................................................................ 262Common Networking Features

9. Data Networking Services................................................................ 266LAN/WAN Services

................................................................ 266Internet Access

................................................................ 266Remote Access Features

................................................................ 267LAN to LAN Routing

................................................................ 267Data Networking Features

10. User Call Control Applications................................................................ 274one-X Portal for IP Office

................................................................ 281IP Office Video Softphone

11. Receptionist................................................................ 293SoftConsole Options

................................................................ 294SoftConsole Administration

................................................................ 295SoftConsole PC Requirements

12. Computer Telephony Integration................................................................ 298CTI with IP Office

................................................................ 298TAPILink Lite (1st Party TAPI Support)

................................................................ 299TAPILink Pro (3rd Party TAPI Support)

................................................................ 299Support for Developers

13. Messaging................................................................ 303IP Office Essential Edition - Embedded VoiceMail

................................................................ 303IP Office Preferred Edition - Voicemail Pro

................................................................ 306IP Office Preferred Edition - VoiceMail ProResilience and Backup

................................................................ 307Interaction of Voicemail with Email Systems

................................................................ 308Unified Messaging Service (UMS)

................................................................ 310Fax Messages

................................................................ 311Text-to-Speech Email Reading (MicrosoftExchange only)

................................................................ 311Networked Messaging

................................................................ 312Auto Attendant

................................................................ 312Personal Numbering

................................................................ 313Accessing Database Information within Call Flows(IVR)

................................................................ 314Using Text To Speech (TTS) Facilities within a CallFlow

................................................................ 315Visual Basic (VB) Scripting

................................................................ 316Extended Personal Greetings

................................................................ 316Hunt Group Broadcast Messages

................................................................ 316Personal Distribution Lists

................................................................ 317Cascaded Out-Calling



Contents

................................................................ 317Campaign Manager

................................................................ 318Call Recording

................................................................ 319IP Office ContactStore

................................................................ 321Centralized Messaging with Avaya CommunicationManager

................................................................ 321Voicemail Feature Comparison

14. Mobility................................................................ 326On-Site Mobility

................................................................ 327External Mobility

................................................................ 3303rd Party Mobility Solutions for Use with IP Office

15. Audio Conferencing

................................................................ 334IP Office Preferred Edition Meet-Me ConferencingSolution

................................................................ 335IP Office Conferencing Capacity

................................................................ 335IP Office Standard Conferencing Features

16. The Contact Center................................................................ 338Customer Call Reporter

17. Management Utilities................................................................ 352IP Office Manager

................................................................ 353IP Office Simplified Manager for Quick Mode ofOperation

................................................................ 355Monitor

................................................................ 356Simple Network Management Protocol (SNMP)

................................................................ 357System Status Application

................................................................ 358Data Migration Manager

18. IP Office Country Availability................................................................ 362IP Office Country Availability

19. TAPI Functions Supported by IPOffice

................................................................ 364TAPI 2.1 Functions Supported

................................................................ 364TAPI 3.0 functions supported

................................................................ 365Device-Specific Data

................................................................ 366DevLink Fields

20. Technical Specifications................................................................ 370Interfaces

................................................................ 371Protocols

21. Licenses

22. Appendix................................................................ 386IP412 Control Unit

................................................................ 388IP406 V2 Control Unit

................................................................ 390IP400 WAN3 10/100

................................................................ 391IP400 So8 Expansion Module

................................................................ 391IP500 BRI So8 Module

................................................................ 393IP400 Phone Module

................................................................ 393IP400 Digital Station V2 Module

................................................................ 394IP400 Analog Trunk 16 Module



Chapter 1. Introduction



1. I ntroductionThis docum ent is not a contractual docum ent . The specificat ion of the Avaya I P Office fam ily is

subject to change w ithout not ice. Not a ll com ponents and features docum ented are available in a ll

terr itor ies; refer to your Avaya representat ive for further details. This docum ent should be read in

conjunct ion w ith any issued technical bullet ins and/ or product offer announcem ents.

Avaya I P Office

Sim ple, Powerful Com m unicat ions for Sm all Businesses.

W hat is I P Office?

I P Office is a versat ile com m unicat ions solut ion that com bines the reliabilit y and ease of a t radit ional telephonysystem with the applicat ions and advantages of an I P telephony solut ion. This converged com m unicat ionssolut ion can help businesses reduce costs, increase product ivity, and im prove custom er service.

How can I use it in m y business?

Avaya I P Office unifies your com m unicat ions, providing your em ployees with a solut ion that lets them handle alltheir business com m unicat ions on the device of their choice: their laptop, m obile phone, office telephone orhom e telephone; using wired, wireless or broadband connect ions.

W hat are m y choices?

Successful com panies are always looking for new ways to do m ore with less – keeping their business flexible,innovat ive and com pet it ive without dr iving up operat ing costs and capital expenses. Avaya I P Office is the r ightchoice for any sm all business today – whether you have 5, 25, 250 or 1000 em ployees… just get t ing started oralready established… have a single locat ion or m ult iple locat ions across the globe

With I P Office you can tailor the solut ion to your user needs (e.g. Teleworker, Mobile Worker, Custom er ServiceAgent , etc.) . Whether you have 5 em ployees, 25, 250 or m ore, I P Office is the r ight choice.

I P Office: Three key things to know

All sm all and m edium size businesses are seeking ways to reduce costs and im prove the way it operates. Likeevery business, you’re looking to keep all your custom ers, add new ones and grow at the pace that ’s r ight foryou. Avaya understands this. With over one hundred years of experience as a leader in com m unicat ions, weknow that the r ight solut ion for your business is one that helps you increase profitabilit y, im prove product ivityand gain com pet it ive advantages.

Serving Custom ers Effect ively w ith Unified Com m unicat ions

Your office telephone, cell phone, e-m ail, text ing, instant m essaging and even your hom e telephone are allessent ial to the way you work today. Unlike other solut ions, Avaya I P Office uses built - in intelligence tosimplify your use of wired, wireless and I nternet com m unicat ions. I nstead of keeping your com m unicat ionsseparate, Avaya I P Office br ings them together so you can easily turn a hom e or m obile phone into an officeextension, collaborate with dozens of custom ers or staff m em bers on a conference call and get detailed reportsthat show how well your com pany is responding to custom ers. With r ich funct ionality, I P Office naturally createsnew ways of thinking about the role com m unicat ions can play in your business.

See w hat Avaya can do for you

You need a com m unicat ions system – every business does. To find one that ’s r ight for your business, start withAvaya. With solut ions like I P Office, we’re revolut ionizing how sm all and m edium size businesses com m unicate.Now is the t im e to see what an Avaya solut ion can do for your business.

Reduce m onthly costs. Now .

I P Office will help you lower the cost of com m unicat ions, with capabilit ies like conferencing, m aking calls over am anaged I nternet service (Voice over I P) and the "all- in-one" benefits of a converged com m unicat ions system .



Leave the office. Be accessible.

With easy, flexible opt ions for call/ m essage forwarding and one-num ber reachabilit y, I P Office keeps everyonein touch. Get the freedom to go where you want and never m iss im portant business calls.

Serve bet ter . Sell m ore.

I P Office can give you a custom er sales and service center designed for your needs and your budget – with allthe rout ing and report ing capabilit ies you need. Deliver the personal service that builds sales and loyalty.

Get connected.

Talk to your Avaya Business Partner. Discuss where you want com m unicat ions to add value to your business.Learn about the different service and support opt ions that are available. See why thousands of growingbusinesses rely on the innovat ive Avaya I P Office solut ion.

The r ight choice for you and your business.

How we com m unicate is a personal choice – it has to m atch the needs of your business. And your needs changedepending on whether your em ployees are working in the office, at hom e, or on the road. That ’s why when youchoose I P Office you can also choose from a whole range of com m unicat ion tools and applicat ions designed toboost product ivity. Choose a basic telephone or one with all the “bells and whist les” . Connect our I P telephonesdirect ly to your office LAN – you can even take them hom e and get all the features you have at the office. WithAvaya I P Office, a PC or laptop and an internet connect ion you can turn the screen of your PC into a telephone.And our wireless solut ions m ake it easier to roam the office. With all of our I P Office capabilit ies, our goal is tom ake your com m unicat ions sim ple and cost -effect ive. Let your Avaya BusinessPartner put together a select ionof tools and applicat ions that 's r ight for you.

Fine- tuning perform ance.

How m any calls are you handling an hour, a day? What are your peak calling periods? How m any calls typicallyturn into sales? The Avaya I P Office report ing capabilit ies can help you m easure and m anage your availabilit yand response to custom ers.

Day- today adm inist rat ion.

Once your system is up and running you will benefit from the graphical adm inist rat ion tools that sim plifyday- to-day tasks, such as updat ing director ies and m oving telephone extensions.

Gett ing started.

I s your com m unicat ions network ready for I P Office? We’ll m ake sure. Avaya has created assessm ent andautom ated configurat ion tools to m ake sure that when your system is installed it ’s ready to m eet your needsstart ing Day One.

Keeping ongoing m anagem ent sim ple.

Concerned about needing ext ra resources to adm inister a system as powerful as I P Office? There’s no need forworry. I P Office com es with a whole set of graphical tools to keep ongoing m anagem ent sim ple.

Does m y current phone system give m y business w hat it needs?

I f it is based on old technology, probably not . Your com pet itors will react faster and appear m ore professionalwith the latest in com m unicat ions software. I P Office delivers the capabilit ies that allow you to keep up with orovertake the com pet it ion.

Do I need to understand the technology to im plem ent it?

No. I P Office is designed specifically to give you m ore funct ionality without m aking m ore dem ands on yourresources. Rely on your cert ified 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 m ake thisaffordable; they help you quickly cut m onthly expenses im m ediately. And you only have to buy/ lease what youneed, when you need it .



I s I P technology established and reliable?

Yes. With over 170,000 system s and 6 Million users worldwide Avaya I P Office has the t rack record businesseslike yours can rely on. Custom ers like you are saving m oney and boost ing product ivity and m any are m anagingI P Office them selves.

I have old system s but am adding an office. Should I consider new er technology?

Not only would this be a way for you to experience the r ich funct ionality of the latest com m unicat ionsapplicat ions, but we m ay be able to network with your exist ing equipm ent , as well as provide a gradualm igrat ion plan for your other locat ions.

I have a Nortel BCM or Nortel Norstar system . Can I keep m y exist ing telephones?

Yes. I P Office supports the m ajority of Nortel BCM and Norstar telephones. You can save between 40 to 60% ofyour or iginal investm ent by keeping your exist ing telephones. I f you want to add addit ional telephones orreplace older I P Office supports nearly every m ix of telephones.

How quickly can I get up and running?

Just say "when" – an authorized Avaya BusinessPartner can tailor a solut ion to your needs and your budget . Bysaving you m oney and helping you grow, I P Office repays your investm ent and lets you reallocate resources toother business pr ior it ies

Low ering long distance costs.

Rout ing telephone calls over the internet (Voice over I P or VoI P for short ) – is growing in popular ity. Part icular lyin the case of internat ional calls, VoI P generates significant savings. I f your com pany is already linking m ult ipleoffices using high-speed data circuits, the VoI P capabilit ies in I P Office m ake it possible to route voice calls overthe exist ing infrast ructure, providing another way to lower costs and leverage your investm ent . However you doit , the VoI P capabilit ies of I P Office are a way to put m oney back in your pocket .

Elim inat ing conferencing fees.

Collaborate with custom ers, partners, suppliers and rem ote em ployees. I P Office includes a 128 party audioconference bridge (64 m ax in one conference) to keep people working together and t ravel costs down. WithAvaya I P Office, your organizat ion can have its own private, secure conference bridge and elim inate expensivefees to third party conference providers.

Maxim izing product ivity

When em ployees can’t get to the office (because of storm s, personal issues or other reasons) I P Office allowsthem to work as at hom e (or any other locat ion) as product ively as though they were in the office.

And keep in m ind…

I P Office delivers a whole range of capabilit ies. Only you can put a num ber on the value that m any of thesecapabilit ies will have for your business.

Exam ples:

• Having calls autom at ically routed to a cell telephone or other locat ion, so im portant custom ers can getthrough to the r ight person in real- t im e

• Being able to operate as a 24/ 7 business, without a 24/ 7 staff

• Using your com m unicat ions to quickly ident ify when your top custom ers call



How I P Office is benefit ing businesses today.

• More room for sales

With I P Office, a leading provider of com m ercial food service equipm ent now handles 50% m ore calls perday, without ext ra staff and without sacrificing the personal service it knows is the key to sales.

• At the head of the class

By relying on I P Office to connect nearly 50 buildings, a public school system saved thousands of dollarson inter-office calls and sim plified com m unicat ions.

• Low ering global costs

By using I P Office to hold teleconferences and m ake phone calls across the I P network, a st rategicconsult ing firm is saving up to $30,000 per year.

I P Office can grow as your business grows to m eet your needs.

Capacit ies: 2-384 extensions on a single locat ion; up to 192 analog lines; 192/ 240 T1/ E1 lines; 128 VoI P t runklines; up to 1000 users across 32 locat ions

Call handling and m essaging.

Get 24-hour support for callers/ custom ers without a 24-hour staff. I P Office has a range of m essaging, autoat tendant and I nteract ive Voice Response ( I VR) capabilit ies. I ntegrate m essaging and advanced call handlinginto your custom er service operat ions. Handle voice m ail and em ail in a single m ailbox.

Com m unicat ion w ith custom ers.

Set up a form al or inform al custom er service center. I ntegrate your custom er data base into your call handling.Manage the quality of your custom er interact ions.

W ork anyw here.

Give your em ployees all the com m unicat ions capabilit ies they have at the office whether they are working fromhome, a hotel or a rem ote office.

Collaborate w ith custom ers, vendors and rem ote staff.

Don’t pay any m ore fees to outside conferencing service providers. Use I P Office built in audio conferencing thatis easy to set up and use while saving you m oney

Secure converged com m unicat ions.

Use I P Office as a secure router with a built - in firewall/ VPN. Route voice calls over a m anaged I nternet service(VoI P) and pocket the savings. Sim ple adm inist rat ion Windows-based, graphical tools cut the t im e and expenseof adm inist rat ion.



What's new in I P Office Release 7.0?

Plat form and Hardw are Support

I P Office Control Unit Support

I P Office Release 7.0 is supported on the I P500 and I P500 V2 cont rol units only.

Migrat ion Opportunity for BCM and Norstar Custom ers / Users

For custom ers with a Nortel BCM or Norstar system Avaya I P Office now offers the possibilit y to upgrade thesystem to I P Office while keeping the exist ing Nortel telephones. I P Office Release 7.0 has been enabled tosupport these telephones and m ost of their features. Many features are the sam e as with BCM / Norstar andmost of the rest are supported on I P Office but m ay have a slight ly different look and feel.

This gives our BCM / Norstar custom ers the opportunity to have a sm ooth m igrat ion, as well as saving m oney,since the exist ing Nortel telephones can be m ixed with Avaya I P Office telephones. Your investm ent isprotected!

The following new hardware com ponents of an I P Office system have been developed to support the Norteltelephones on I P Office.

TCM- 8 Extension Card

Up to eight Nortel digital telephones can be connected to this 8-port extension card for I P500 and I P500 V2cont rol units. Up to four TCM8 cards can be plugged into an I P500 V2 cont rol unit to support up to 32 digitaltelephones.

DS3 0 A / DS1 6 A Expansion Modules

For larger m igrat ions from BCM or Norstar to I P Office two new I P Office Expansion Modules are available.

The DS16A supports up to 16 digital Nortel telephones and the DS30A up to 30. The DS16A is eqipped with oneRJ21 connector, the DS30A with two of them .

I P Office Essent ia l Edit ion - “Quick Mode” and “Standard Mode” I nt roduct ion

I P Office Essent ial Edit ion µ-Law and a-Law SD cards enable two new m odes of operat ion – Quick Mode andStandard Mode.

When the I P500 V2 is first started, it boots-up in “Quick Mode” , which offers a sim plified m anagem ent and e.g.:out of the box operat ions, two intercom but tons, basic system funct ionality, voice m ailboxes on all telephones,sytem program m ing support using the Telephone User I nterface (TUI ) , etc.

“Quick Mode” m akes start ing and using the system quick and easy.

Using Manager, users who need full I P Office Essent ial Edit ion funct ionality can sim ply change m ode from“Quick Mode” to “Standard Mode” . Once the system reboots, it re-starts in “Standard Mode” which is the waythat I P Office Essent ial Edit ion work, looks and feels today.

Enhanced Offer for Sm all System s w ith 2 0 Users or Less

The PARTNER Version, Norstar Version, and Essent ial Edit ion Quick Mode are specifically designed to addressthe “Sub-20” user m arket :

· Server- free operat ions – voice m ail em bedded in unit , elim inat ing the need for external servers.

· “Set it and Forget it ” –system requires vir tually no ‘hands-on’ support .

· Out of the box operat ions – autom at ically starts up in a basic telephone system m ode. Noprogram m ing required.

· Easy system m anagem ent – system can be program m ed using Telephone User I nterface (TUI )commands or the Sim plified Manager GUI software for m ore detailed adm inist rat ion.

I nvestm ent protect ion – users can start with the Quick Mode of operat ion, and switch to Essent ial Edit ionStandard Mode later without replacing hardware or licenses (excluding PARTNER ETR m odules / ETRtelephones) .



I P Office Essent ia l Edit ion – PARTNER Version ( North Am erica)

PARTNER Version is designed to work direct ly out of the box without any program m ing or adm inist rat ion,allowing users to im m ediately m ake and place calls via analog t runks.

PARTNER Version provides the end user a sim ilar desktop experience as the PARTNER ACS: e.g. two dedicatedintercom but tons, key system funct ionality, Caller I D, etc. This helps m inim ize t raining requirem ents andprovides the end user with the sam e com fort level they have com e to expect with the PARTNER ACS system .

System Capacit ies

PARTNER Version supports larger stat ion and t runk capacity as follows (m ay not be at tained sim ultaneously) :

1 0 0 Telephones:

· Up to 100 digital telephones (14xx series, 95xxseries, Nortel T-series and M-series telephones)

· Up to 100 analog telephones

· Up to 18 PARTNER ETR telephones

6 4 Trunks:

· Up to 32 analog CO lines

· 1 PRI / T1 (24 lines)

· Up to 20 SI P lines

I nvestment / Migrat ion protect ion – users can start with the PARTNER Version or Norstar Version, and m igrateto Essent ial Edit ion without replacing hardware or licenses (excluding ETR m odules / ETR telephones)

I P Office Essent ia l Edit ion – Norstar Version ( Middle East / North Afr ica only)

The I P Office Essent ial Edit ion – Norstar Version cont inues the evolut ion of com m unicat ions system s for sm allbusinesses.

I P Office Essent ial Edit ion - Norstar Version is also designed to work direct ly out of the box without anyprogram m ing or adm inist rat ion, allowing users to im m ediately m ake and place calls via analog t runks.

System Capacit ies

Norstar Version supports larger stat ion and t runk capacity as follows (m ay not be at tained sim ultaneously) :

1 0 0 Telephones:

· Up to 100 digital telephones

· Up to 100 analog telephones

6 4 Trunks:

· Up to 32 analog CO lines

· Up to 12 BRI channels

· 1 PRI / E1 (30 lines)

· Up to 20 SI P lines

I nvestment / Migrat ion protect ion – users can start with the Norstar Version, and m igrate to Essent ial Edit ionwithout replacing hardware or licenses (excluding ETR m odules / ETR telephones)

I P Office Release 7.0 adds support for the following telephone fam ilies:

• 9504 and 9508 digital telephones - 9600 series design, paperless keys, m aking it easy to changefeatures and but ton assignm ents from rem ote

• 9608, 9621G, and 9641G I P Telephones - paperless keys, m aking it easy to change features and

but ton assignm ents from rem ote. The 9621G and 9641G are equipped with a color touch display.

• BM12 LCD But ton Module for the 9508, 9608, and 9641G – paperless and with dual color LEDs



9641G I P Telephone 9508 DigitalTelephone

For Nortel BCM and Norstar custom ers I P Office now supports the following telephone series:

• T7000 Series Digital Telephones: T7000, T7100, T7208, T7316, T7316e (plus the T24KI M – KeyI ndicator Module)

• M7000 Series Digital Telephones: M7000, M7100, M7208, M7310, M7324 (plus the CAP 48 – Cent ralAnswering Posit ion)

• Digital Mobilit y Solut ion 2,4 GHz: 7420/ 7430/ 7440 Handsets, Base Stat ion 10, Repeater 40, External Antenna 51, DMC 080, DMC 320

• Digital Mobilit y Solut ion 1,9 GHz (North Am erica - 1929-1930 MHz) : 7439/ 7449 Handsets, Base Stat ion 19, Repeater 49, External Antenna 51, DMC 080, DMC 320

• Digital Mobilit y Solut ion 1,8 GHz (Europe, Hong Kong, Aust ralia, New Zealand - 1880-1900MHz) : 4135/ 4145/ 4145EX/ 4136/ 4146/ 4146EX Handsets, Base Stat ion 15, Repeater 25/ 45, External Antenna51

New Telephone Features

Support of the Nortel 1100 and 1200 I P telephones series was int roduced with Release 6.1 with a basic featureset .I P Office 7.0 adds new features to those telephones:

• “BCM-style” feature keys with cent ral provisioning as well as e.g. status indicat ion. I ncludes featureslike park/ pickup, call forwarding etc. For details on the features refer to the product descript ion

• Pick-up opt ion for alert ing Busy lam p keys

• Full m anagem ent integrat ion

• Access to I P Office directory ( read only)

Enhancem ents to Public SI P Trunks

With I P Office 7.0 the following features for SI P t runks are int roduced or enhanced:

• Program m ing tem plates• Configurable param eters• Mult iple SI P Trunks• Transparent Fax Over G.711• Mult iple Codes in LAN and WAN Calls• Code Lock-Down•

Mobility Enhancem ents

Switching of act ive calls between the office telephone and the twinning dest inat ion telephone is now sim plified:by pressing a key on the desk telephone the call can be switched between the desk telephone and the m obiletelephone back and forth.

When using one-X Portal for I P Office in telecom m uter m ode Mobile Twinning is also supported. A hom e officeworker can now also leave their desk. Any incom ing call will twinned to the m obile telephone and can behandled in the sam e way as in the office.



Essent ia l Edit ion Voicem ail Enhancem ents

Essent ia l Edit ion Em bedded Voicem ail com es with 2 ports and 15 hours as standard.

Addit ional ports can be added sim ultaneously increasing storage capacity

· 2 addit ional ports = 4 ports in total = 20 hours of storage

· 4 addit ional ports = 6 ports in total = 25 hours of storage

Further enhancem ents to Em bedded Voicem ail:

· Em bedded Voicem ail is providing an Autom ated At tendant and voice m ail coverage act ivated for alltelephones on Essent ial Edit ion.

· Em bedded Voicem ail Outcalling Not ificat ion – 1 num ber / 3 at tem pts

· Em bedded Voicem ail Message Alert Not ificat ion – displays which m ailboxes ( including PhantomMailboxes) have new m essages wait ing for them

Preferred Edit ion Voicem ail Enhancem ents

VoiceMail Pro Verified Recordings - VoiceMail Pro now has the opt ion to deliver encoded recordings, thatwhen presented back are verified if they have been unm odified.

one- X Portal Enhancem ents

A new, m odern, clean look and feel for the Avaya one-X Portal for I P Office web-client is int roduced. Thegadgets are now displayed in the Web browser with a 60/ 40 rat io, and can be resized, m oved, m inim ized, andrestored.



Avaya one-X Portal for I P Office provides instant m essage chat sessions with other one-X Portal for I P Officeusers.

W orld Clock Gadget

The World Clock gadget displays the t im e in selected t im e zones that have been selected. I t is possible to addup to 5 t im ezones to your world clock. Users can m odify or delete them according to their needs.

The clock display can be viewed in either of two m odes, Tim ezones or Clocks, selected by clicking on theappropriate tab.

Call Assistant

Avaya one-X Portal for I P Office supports a Call Assistant Plug- I n which is a desktop applicat ion that installs onthe user’s PC (Microsoft Windows operat ing system only) . Call Assistant can be used to receive incom ing callnot ificat ions, answer calls, drop calls, launch the one-X Portal for I P Office browser, and configure screenopt ions.

Custom er Call Reporter Enhancem ents

CCR Agent Control Gadget in one- X Portal for I P Office

This gadget will provide the abilit y for enabled CCR Agents to define and cont rol their agent presence statusand hunt group m em bership.

I t enables one-X Portal for I P Office to work as a CCR Agent with the funct ions:

• Login to a hunt group• Logout from a hunt group• Logout from all groups• Change Agent State to busy n/ a or ACW• Support the input of reason codes

Historical Report UI Enhancem ents

The user interface in the supervisor screen for reports has been m odified.

Upon select ing the Reports icon, a new reports page will be displayed. Along the top, there will be tabs for eachof the report types available for CCR.

.

Further CCR Enhancem ents

Report ing:

• No print ing on weekends opt ion• Opt ion to save reports under different nam e instead of autom at ically overwrit ing

Wallboard:

• Logoff but ton• Help but ton• Animat ion Fram e Rate set t ing – allows to reduce the fram e rate SilverLight uses by default . This will

reduce the CPU usage on the server if required

Customer Map:

• Help but ton



Addit ional telephones supported on CCR stat ist ics

• I P Office SI P Video Softphone• Norstar™ digital telephones• 1100 and 1200 SI P telephones

Monitor Stat ist ics:

• All t im e stat ist ics will be displayed in the HH: MM: SS form at ( following localizat ion rules) . This will allowthe user to not have to figure out how m any m inutes and hours a stat ist ic reported in seconds only inthe past .

• Most averages and float ing point stat ist ics will be rounded to the nearest integer or the nearest 1decimal point to increase clar ity. This will apply to real t im e (Views, Dashboard and Wallboard) andhistorical stat ist ics ( reports) . Keeping a decim al point for som e stat ist ics is required when it can affectcompet it iveness between agents or groups, hence affect ing product ivity.

Adm inist rat ion Enhancem ents

The I P Office Manager supports I P Office Essent ial Edit ion Norstar Version and I P Office Essent ial Edit ionPARTNER Version. I n these versions, adm inist rator can m igrate from 2-digit dial plan to a 3-digit dial plan andvice-versa. The num ber of users and t runks is also increased from 48 to 100 users and up to 68 Trunks. The I POffice m anager has been extended to support TCM8 card, DS30A/ DS16A Expansion Modules and BCM / NorstarM-series and T-series telephones.

A flavor of I P Office Manager called the I P Office Sim plified Manager now enables easy configurat ion of I POffice in I P Office Essent ial Edit ion Quick Mode. Quick Mode is m anaged by the Sim plified Manager, a m anagerdesigned to reduce the installat ion t im es, specifically for Sub-20 type deploym ents. This is achieved by enablingconfigurat ion of features im portant for this m arket segm ent . The Quick Mode of operat ion further supports twosub-modes, nam ely KTS Quick Mode and PBX Quick Mode. Based on the type of SD card that is installed in thesystem, I P Office will boot up in one of the two Sub-Modes. I P Office always boots up in Quick Mode by default .An opt ion to m igrate/ restart m anager in I P Office Standard Mode is also provided. I P Office Manager Essent ialEdit ion Quick Mode offers task based configurat ion to speed up the installat ion process by providing easy andintuit ive m anagem ent .

The Data Migrat ion Manager (DMM) is a m igrat ion tool designed to facilitate quick and easy m igrat ion fromother products like BCM and Norstar to I P Office. The DMM tool is launched independent ly of the source andtarget applicat ions. DMM will elim inate the need to re- record announcem ents and greet ings when t ransit ioningfrom BCM or Norstar to I P Office.

New W all Mount

A new wall m ount now offers enhanced cable m anagem ent . Suitable for all I P Office cont rol units and expansionmodules all cables can be hidden under an at t ract ively designed cover with cable m anagem ent .

For custom ers who just need to wall m ount the I P Office cont rol unit the exist ing wall m ount will rem ain in theI P Office port folio.

Release License / Upgrade License

When upgrading to Release 7.0 from a previous release the I P Office 7.0 Release License m ust be present .

I t com es in two flavors:

• Upgrade to Release 7.0 for system s with 32 extensions or less

• Upgrade to Release 7.0 for all system s with m ore than 32 extensions

For new installat ions it is not required to purchase one of these licenses.

9 0 - Day Ent it lem ent Period



Beginning with I P Office Release 6.0 and cont inuing with I P Office Release 7.0 and the I PO500 V2 hardware, thesystem m ay be upgraded to the latest release of I P Office software ( in this case Release 7.0) during theent it lement period; within 90 days after the system was first powered up by the custom er. The custom er hasan ent it lem ent period of 90 days from their init ial use of the system to install the version of software they wishto run. Should another release of I P Office becom e available within 90 days of a system first being used, thecustomer m ay m ove to that release without purchasing an upgrade license. Exam ple: if a custom er firstpowered up the I P Office with Release 6.1, they are ent it led to Release 7.0 within the 90 day period withoutcharge for a Release 7.0 upgrade license. After the 90 day ent it lem ent period, upgrade license charges willapply.

Voice Communication Solution Features

I P Office offers a com prehensive list of features and benefits for the sm all or m id-size business, including:

• Full PBX Features

Caller I D, Call Forwarding, Conference Calling, Voice Messaging and m ore.

• Trunk I nterfaces

A variety of network t runk interfaces, including E1, T1, PRI , I SDN, SI P, analog loop start and analogground start for com prehensive network connect ivity. Not all t runk types are available in all terr itor ies,please check for local availabilit y.

• Extensions

Support for a range of extensions, from 2 to 384 that provide sophist icated voice perform ance for newand growing businesses.

• Telephones

A variety of telephones including analog, digital and I P hard and softphones (wired and wireless) thatprovide the appropriate desktop or device telephone for every need.

• Advanced Call Rout ing

I ncom ing calls are directed to the best available person or m essaging service, according to thecom pany's unique cr iter ia.

• Alternate Call Rout ing

Ensures reliable handling of calls by select ing from analog, digital or VoI P t runks.

• QSI G Netw orking

Standards-based m ult i-site networking to interoperate with other PABXs ( licensed feature) .

• I ntegrated H.3 2 3 and SI P Gatekeeper and Gatew ay for Converged Com m unicat ions

The I P Office acts as an I P telephony server with Quality of Service (QoS) support through DiffServ forcall rout ing

• SI P Trunking

SI P t runking to I nternet Telephony Service Providers. I P Office allows users with non-SI P telephones tom ake and receive SI P t runk calls

Data Communication Solution Features

For offices with basic data networking needs, I P Office can provide a com plete data com m unicat ions andnetworking solut ion:

• I nternet Access

Firewall protected leased line or dial-up connect ivity via PRI , T1 or WAN port : high-speed dialed access,direct leased line connect ions for high usage and Web site host ing, integral security, and efficient accessto inform at ion and a larger business presence via the Web.

• Rout ing

I ntegral Stat ic or Dynam ic (RI P I / I I ) rout ing for both I nternet and Branch- to-Branch solut ions.

• Security

NAT (Network Address Translat ion) and built in firewall to protect your internal network and I PSecsupport allows secure VPN data t ransm ission across public I P Networks using 3DES encrypt ion.

• DHCP

Automat ic I P address allocat ion for local and rem otely at tached PC's and other devices, including I Ptelephones.



• LAN Sw itching

The I P Office 500 V2 offers 2 switched Layer 3 Ethernet ports.

• LDAP Client Support

For standards based directory synchronizat ion with one-X Portal for I P Office and Phone Manager.



Applications Platform Features

I P Office provides big business benefits and enhanced product ivity for sm all and m id-size businesses with a full complement of sophist icated applicat ions.

I P Office provides a num ber of free applicat ions (eg. Phone Manager Lite, Microsoft TAPI service) . Theseapplicat ions can be upgraded to provide enhanced funct ionality through the purchase of license keys. Thecom plete list of applicat ions are:

• Operator SoftConsole

A graphical User I nterface (GUI ) for at tendants on their PC desktop for call handling. Works with atelephone and is an easy way to learn and use sophist icated tools in a com fortable environm ent .

• Avaya one- X™ Portal for I P Office

A powerful client / server web applicat ion that allows the user to cont rol and m anage phone calls from aweb browser with the standard LDAP protocol for connect ivity to external director ies.

• Open CTI interfaces

I P Office has a built in TAPI server that integrates easily with popular contact m anagem ent applicat ionssuch as Out look. Sophist icated custom applicat ions can be rapidly developed and deployed with our fullsoftware developm ent kit .

• Voicem ail

Callers can always be answered with a personal voicem ail greet ing before a m essage is taken andmessage not ificat ion set . Messages can be shared ( forwarded) with colleagues and ret r ieved by anytelephone capable of tone dialing. When used with one-X Portal for I P Office, the PC can be used tocont rol m essage playback.

• I ntegrated Voicem ail to Em ail Presentat ion

Voice m essages can be copied into em ail m essages and delivered into the em ail system . I P Office usesSMTP or MAPI * to deliver a copy of the voice m essage.

Note: MAPI is not supported with VoiceMail Pro on Linux version delivered with the Applicat ion ServerDVD

• Unified Messaging ( UMS)

The Unified Messaging Service within Preferred Edit ion provides a higher level of integrat ion tosynchronize both voicem ail and em ail inboxes.

• Auto- At tendant

Simplify service for adm inist rators with this easy- to-use feature with the abilit y to const ruct custom izedautom ated services allowing callers to efficient ly navigate the system , and reach the r ight person,without the assistance of an operator. Available with Preferred Edit ion and with Essent ial Edit ion.

• I nteract ive Voice Response ( I VR) and Text to Speech

Create autom ated custom ized system s allowing callers to interact with business inform at ion, forexample, reading em ail, account enquiry system s, autom ated ordering system s, t icket purchasingsystems, PI N checking, rem ote t im e sheet m anagem ent , etc. Enhance these system s by using Text ToSpeech to read inform at ion back to callers. Available with Advanced Edit ion.

• Queue Manager and Cam paign Manager

Powerful voice and I VR applicat ions for the Contact Center that facilitate agent and t raffic m anagem entfor bet ter product ivity and custom er service.

• Custom er Call Reporter (CCR)Available with Advanced Edit ion and com bined with the built - in Autom at ic Call Dist r ibut ion funct ionalityof I P Office, CCR enables a sm all business to t rack and m easure custom er service and agent product ivitylevels

• CCR delivers:

• Simple/ I ntuit ive Report ing

• Browser/ Thin Client Architecture

• Single Server Efficiency (with Preferred Edit ion)

• Target Segm ent : Sm all Business< 30 agents

• Can support up to 150 agents

• 30 supervisors

• One adm inist rator





Management Tools

Avaya I P Office is easily m anaged with I P Office Manager; a Windows based PC software applicat ion. I t can beused from the LAN, rem ote on the WAN, or connected via the built - in RAS using a TA or a m odem .

The System Status applicat ion is a useful diagnost ic tool that provides enhanced details about equipm ent andresources in the I P Office system . This includes indicat ion of alarm s and details of current calls in progress forlocal or rem ote diagnost ics.

Scalable Platform

The I P Office 500 V2 offers a m odular, flexible chassis which with capacity for up to 16 analog t runks or 16I SDN BRI t runks (32 channels) or 8 digital PRI t runks (up to 192 T1 channels or 240 E1 channels) usinginternal daughter cards. Up to 12 Expansion Modules m ay be added to provide a com binat ion of up to 384analog, digital or I P extensions, with addit ional analog t runks through external Analog 16 m odules. Featuresinclude up to 148 opt ional voice com pression channels, 2 independent ly switched LAN ports and built - inEm bedded Voicem ail.



Telephone Options

I P Office supports m ult iple telephone solut ions, giving the sm all and m id-size business m axim um flexibilit y tochoose according to their current and future needs.

• I P Telephones

I P Office's integral H.323 server supports Avaya 1600 and 5600 series I P telephones, selected Avaya9600 series I P telephones, Avaya T3 series I P telephones, Avaya 3600 series wireless VoI P telephonesand I P Office Video Softphone.

• Digital Telephones

I P500 digital stat ion 8 cards and Com binat ion Cards plus I P Office digital stat ion 16 or 30 ExpansionModules support the Avaya 9500, 1400 and 5400 Series of digital telephones and Avaya T3 Seriestelephones, plus selected 2400 and 4400 Series telephones. The new TCM8 digital extension card as well as the DS16A and DS30A digital expansion m odule supportNortel T7000 series telephones and other telephones and but ton m odules.

• ETR Telephones

I P500 V2 ETR 6 cards support the Avaya ETR telephones as used on PARTNER ACS system s (Essent ialEdit ion – PARTNER Version only) .

• Analog Telephones

I P500 Phone 2, Phone 8 and Com binat ion Cards plus I P Office Phone 16 or 30 Expansion Modules

support standard analog telephones, faxes and m odem s, with support for calling line ident ificat ion andmessage wait ing indicat ion where these services are provided.

• W ireless Telephones

Avaya DECT R4 base stat ions can be added to support the Avaya DECT R4 3720 and 3725 telephones.The I P Office digital stat ion interfaces support the Avaya 3810 telephone. The Avaya 3600 Series wirelessVoI P telephones are also supported. With the new hardware m odules TCM8, DS16A, and DS30A Nortel digital Mobilit y solut ions are alsosupported.

• Third Party SI P Endpoints I P Office's integrated SI P Server supports third-party SI P endpoints such as, desktop telephones,softphones and conferencing speakerphones.

For a com plete overview over supported telephones please refer to the Telephones sect ion of this ProductDescript ion.

Application and Feature Licensing

Som e I P Office applicat ions and features require a license key. Each license key is derived from the featurebeing enabled com bined with the serial num ber of the Feature Key installed with the I P Office system .

I P500 and I P500 V2 system s use a m andatory Feature Key installed with every system .

Licenses are supplied in two form s; t im e lim ited t r ial licenses and indefinite licenses. Tr ial licenses allowapplicat ions to run in fully funct ional form for 60 days ( from the date of license generat ion) , after which t im ethey cannot be used unt il upgraded at cost to the full license but can be ordered at any t im e during the productownership.

For further details of the I P Office licenses including Trial Licenses refer to the Licenses sect ion.

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374



Chapter 2. IP Office Essential EditionPARTNER® Version



2. I P Office Essential Edition PARTNER®

VersionThe I P Office Essent ial Edit ion – PARTNER

® Version (hereafter referred to as PARTNER Version) cont inues the

evolut ion of com m unicat ions system s for sm all businesses.

PARTNER Version is designed to work direct ly out of the box without any program m ing or adm inist rat ion,allowing users to im m ediately m ake and place calls via analog t runks.

PARTNER Version provides the end user a sim ilar desktop experience as the PARTNER ACS: e.g. 2 dedicatedintercom but tons, key system funct ionality, Caller I D, etc. This helps m inim ize t raining requirem ents andprovides the end user with the sam e com fort level they have com e to expect with the PARTNER ACS system .

PARTNER Version provides the bulk of the feature set that the PARTNER ACS R8 supported; plus integratesenhanced features from the I P Office Essent ial Edit ion plat form , such as Mobile Twinning, Visual Voice Mail,64-party Conferencing, SI P Trunking, Full PRI / T1 and m ore.

PARTNER Version provides the sam e 2-digit extension num bering plan as PARTNER ACS (default ) , and nowsupports a 3-digit flexible num bering plan (extensions 100 – 599) .

PARTNER Version supports all current and “Euro” versions of PARTNER ACS telephones, the 1400 series digitaltelephones, the current 3920 and 3910 wireless products, as well as m ost analog devices ( fax, wirelessheadsets, analog telephones) . The original MLS series telephones and older wireless telephones are notsupported.

PARTNER Version also supports a new line of Avaya digital telephones – the 9500 series telephones, andsupports the Nortel T-series and M-series digital telephones.

PARTNER Version includes Em bedded Voice Mail; providing a 2-port Autom ated At tendant (upgradeable to6-ports) and voice m ail coverage act ivated for all telephones. The Em bedded Voicem ail offers a variablenum ber of hours of storage:

• 2-ports = 15 hours of storage



System Capacit iesPARTNER Version supports larger telephone and t runk capacity as follows (m ay not be at tainedsimultaneously) :

1 0 0 Telephones:

• Up to 100 digital telephones (1400 series, 9500 series, Nortel T seriesand M series telephones)

• Up to 100 analog telephones

• Up to 18 PARTNER ETR telephones (addit ional non ETR telephones can beadded total to reach system capacity)

6 4 Trunks:

• Up to 32 analog COlines

• 1 PRI / T1 (24 lines)

• Up to 20 SI P lines

“Quick Mode / “Standard Mode”I P Office Essent ial Edit ion µ-Law and a-Law SD cards include two new m odes of operat ion – Quick Mode andStandard Mode.

When the I P500 V2 is first started, it will boot -up in “Quick Mode” , which has the sam e look and feel as thePARTNER Version, e.g.: out of the box operat ions, 2 intercom but tons, key system funct ionality, voicem ailboxes on all telephones, TUI program m ing support , etc. “Quick Mode” m akes start ing and using the systemquick and easy.

Using Manager, users who need full I P Office Essent ial Edit ion funct ionality can sim ply Change Mode from“Quick Mode” to “Standard Mode” . Once the system reboots, it re-starts in “Standard Mode” which is the waythat I P Office Essent ial Edit ion work, looks and feels today.

System Program m ingSystem program m ing is accom plished in 2 ways:



• Telephone User I nterface (TUI ) from extension 10 or extension 11; and uses the sam e adm inist rat ioncodes as the PARTNER ACS system .

• Graphical User I nterface (GUI ) – PARTNER Version provides a “Sim plified Manager” m ode in the I POffice Manager software; allowing you to program the system in less than 30 m inutes



Hardware

Control UnitPARTNER Version software runs on the I P 500 V2 cont rol unit . A PARTNER Version Secure Digital SD card or I P Office Essent ialEdit ion µ- law Secure Digital SD card is required and is installed in the rear of the cont rol unit , providing operat ing software,Feature Key, Licenses and directs the system to boot up in PARTNER m ode or Quick Mode. An opt ional SD card m ay beinstalled in the opt ional SD card slot , providing redundant backup and system upgrade capabilit ies.

The front of the I P500 V2 Cont rol Unit has 4 expansion bays, which supports the following systemmodules:

• Com binat ion Card – Analog Trunks ( Max 2 per system )

The Com binat ion Card provides 6 digital stat ion (DS) ports (Ports 1-6) ; 2 analog stat ion ports(Ports 7-8) ; 4 CO Line ports (Ports 9-12) and 10 Voice Com pression Channels.

• ETR6 Card ( Max 3 per system )

The ETR6 Card provides 6 ETR (PARTNER ACS telephone) stat ion ports (Ports 1-6) ; andsupports (1) of the following opt ional t runk cards: ATM4 or PRI / T1. When an ATM4 is added,ports 7-8 becom e Power Failure Transfer ports, and ports 9-12 provide 4 addit ional CO LinePorts. Com pat ible only with PARTNER Version and µ- law SD cards, in North Am erica m arketonly.

• DS8 Card ( Max 3 per system )

The DS8 Card provides 8 digital stat ion ports (Ports 1-8) ; and supports (1) of the followingopt ional t runk cards: ATM4 or PRI / T1. When an ATM4 is added, ports 9-12 provide 4 addit ionalCO Line Ports. This card supports only the 1400 and 9500 series telephones.

• TCM8 Card ( Max 4 per system )

The TCM8 Card provides 8 digital stat ion ports (Ports 1-8) ; and supports (1) of the followingopt ional t runk cards: ATM4 or PRI / T1. When an ATM4 is added, ports 9-12 provide 4

addit ional CO Line Ports. This card supports only Norstar®

T-series and M-series telephones.

• Phone 2 ( Max 4 per system )

The Phone 2 m odule provides 2 addit ional analog stat ion ports and supports one of the following opt ionalt runk cards: ATM4 or PRI / T1.


The Phone 8 m odule provides 8 addit ional analog stat ion ports and supports one of the following opt ionalt runk cards: ATM4 or PRI / T1.

Expansion ModulesPARTNER Version supports following expansion m odules:

• DS1 6 – provides addit ional 16 digital stat ion ports (1400 and 9500 series telephones only)

• DS1 6 A – provides addit ional 16 digital stat ion ports (Norstar T-series and M-series telephones only)

• ATM1 6 ( lim it 1 per system ) – provides addit ional 16 analog CO lines



• Phone 1 6 – provides addit ional 16 analog stat ions

• Phone 3 0 – provides addit ional 30 analog stat ions



Trunk Cards

PARTNER Version supports the following t runkcards, which are m ounted on any ETR6, DS8,TCM8, Phone 2 or Phone 8 base card:

• ATM4 – provides 4 analog CO line ports.Supports Caller I D

• PRI / T1 – supports full PRI or T1. Lim it 1PRI / T1 card per system

Telephones

PARTNER Version supports the following telephones:

• 1400 series digital telephones


• Norstar T-series and M-series digital telephones

• PARTNER ACS telephones

• PARTNER ACS "Euro" telephones

• Wireless telephones

• Analog "POTS" telephones

30

31

31

32

33

34

35



1400 series telephones

The following 1400 series telephones are supported.

• 1416 Display Telephones


• 1403 Display Ttelephone

• DBM32 But ton Module

Program m able But tons

As well as the usual dialing keys, Avaya 1400 digital telephones have dedicated funct ion but tons like Mute,Volum e, Hold, Conference and Transfer. I n addit ion to these, there are keys that can be program m ed with arange of selected special funct ions. These keys can be used for calling other extensions on the system (DirectStat ion Select or DSS keys) , or can be used for opt ions from speed dialing num bers to cont rolling features suchas Do Not Disturb. Many features use an indicator to show whether a feature is enabled.

But ton program m ing is done through the TUI or Sim plified Manager as part of the system configurat ion.





• 9504 Display Telephone


• BM12 But ton Module

9504 9508BM12


The Avaya 9500 series telephones are “paper label free” , providing program m able labels in the display. The9504 has 4 but tons (with Red & Green LED’s) and has 2 “pages” providing a total of 12 program m able but tons.The 9508 has 8 but tons (with Red and Green LED’s) and has 2 “pages” providing a total of 24 program m ablebut tons.

As well as the usual dialing keys, Avaya 9500 digital telephones have dedicated funct ion but tons like Mute,Volum e, Speaker, Headset , Call Logs and Contacts. I n addit ion to these, there are keys that can beprogram m ed with a range of selected special funct ions. These keys can be used for calling other extensions onthe system (Direct Stat ion Select or DSS keys) , or can be used for opt ions from speed dialing num bers tocont rolling features such as Do Not Disturb. Many features use an indicator to show whether a feature isenabled.


Norstar T-Series and M-Series telephones

The following Norstar telephones are supported on PARTNER Version:

• T-Series Telephones: T7316E, T7208, T7100, T7000 and the T24KI M (not shown)



• M-Series Telephones: M7324, M7310 and the CAP/ KLM But ton Module

PARTNER ACS telephones

The following PARTNER ACS telephones are supported on PARTNER Version:

• 6 But ton Display Telephone


• 34 But ton Display Telephone (up to 4 per system , 2 per ETR card)

Not Supported:

• Call Assist -48 (CA-48) Adjunct



Default But ton Features:

When connected to the PARTNER Version, the top row of but tons on the 18D and 34D telephones com epre-program m ed with the following features:

• Last Num ber

• Conference Drop

• Voice Mail Access

• Recall

PARTNER ACS "Euro" telephones

The following PARTNER ACS “Euro” telephones are supported on PARTNER Version:

• 6 But ton non-Display Telephone

• 18 But ton non-Display Telephone


• 34 But ton Display Telephone (up to 4 per system )

Not supported:

• Call Assist -24 (CA-24) Adjunct

Default But ton Features:

When connected to the PARTNER Version, the top row of but tons on the 18D and 34D telephones com epre-program m ed with the following features:

• Last Num ber

• Conference Drop

• Voice Mail Access

• Recall

Note: PARTNER ACS telephones are only available in the North Am erica region, and work only with PARTNERVersion and µ-Law SD cards running in “Quick Mode” .



Wireless telephones

3 9 2 0 W ireless

3 9 1 0 W ireless



T7 4 0 6 E W ireless

Digita l Mobility 7 4 0 0 W ireless

Note1: PARTNER ACS telephones are only available in the North Am erica region, and work only with PARTNERVersion and m u-Law SD cards running in “Quick Mode” .

Note 2: For further details on the telephones, please refer to the telephones chapter.

Analog "POTS" telephones

The system supports a wide variety of indust ry standard analog telephones and devices, for exam ple: faxm achines, credit card readers; wireless headsets, cordless telephones.

Analog devices are connected to the system :

• To one of the analog ports on the Com binat ion Card

• Via a Phone 2 or Phone 8 Module

• To an ETR stat ion port (direct ly or br idged with a PARTNER ETR telephone)

The m ajor features work the sam e, regardless how they are connected: e.g. Hold, Conference, Transfer, CallWait ing, Message Wait ing, I ncom ing Caller I D.

Analog telephones have access to all dial-code features fam iliar to PARTNER users: e.g. Call pickup, Linepickup, Call Forwarding act ivat ion/ deact ivat ion, etc.

Analog telephones connected to a phone m odule or Com binat ion Card default to intercom dial tone. To place anoutgoing call, the user will dial 9. Analog telephones connected to an ETR m odule follows program m edAutom at ic Line Select ion.



System Administration

The PARTNER Version and I P Office Essent ial Edit ion in Quick Mode can be program m ed in 2 ways:

• Telephone User I nterface (TUI ) from extension 10 or extension 11; and uses the sam e adm inist rat ioncodes as the PARTNER ACS system (see Table 1) . But ton Program m ing Features use the sam e codes asthe PARTNER ACS system (see Table 2) .

TUI program m ing is an alternate way to do System Adm inist rat ion and Program m ing on the PARTNERVersion. I t is based on the PARTNER ACS TUI , but with im provem ents.

Using TUI System Adm inist rat ion on ETR, 14xx, 95xx and Norstar sets, the but tons under the displaybecom e soft -keys which are used to navigate and change the adm inist rat ion item s. There are alsoshortcut codes which enable the adm inist rator to jum p to part icular adm inist rat ion item s.

Cent ralized Program m ing is sim ilar to System Adm inist rat ion, but it is used to adm inister but tons andother opt ions for any phone in the system .

I ndividual Program m ing cont inues to be supported, allowing the phone user to program but tons on theirsets.

• Graphical User I nterface (GUI ) – PARTNER Version provides a “Sim plified Manager” m ode in the I P OfficeManager software; allowing you to program the system in less than 30 m inutes.

“Sim plified Manager” is a PC GUI applicat ion inherent to the I P Office Manager applicat ion. Althoughsystem adm inist rat ion can be com pleted via either the TUI or GUI m ethod; som e advanced featuressuch as SI P and PRI / T1 adm inist rat ion require the Manager applicat ion.

When you execute Manager, the program searches for any I P500v2 units running PARTNER Version onyour network and will autom at ically connect using the default login and password. You are thenpresented with a “Sim plified Manager” Screen:

By using the System Hyperlinks, you are able to quickly and easily adm inister the PARTNER Version system in ashort t im e. Further details can be found in the I P Office PARTNER Version Manager docum entat ion guide postedon the Avaya Support website.

System Features

The system provides the m ajority of the feature set that Norstar and PARTNER ACS R8 supports. A list ing of thebuilt - in features is detailed below. Feature descript ions can be found on the following pages. TUI FeatureProgram m ing Codes ( if applicable) are also provided. Yellow highlighted features are new in Release 7.0.

911 Em ergency Dialling Direct Line Pickup Features Paging Features

Abbreviated Ringing Display PBX Mode

Absent Text Display Language Personal Line Term inat ion



Absent Text Message I nspect Display SD Card Feature Key I D Personalized Stat ion Ringing

Account Codes Display System I P Address POT Support

Allowed/ Disallowed Lists Display System Release Privacy

Applicat ion Program m ing I nterface(TAPI ) Dist inct ive / Different iated Ring Recall

At tendant / Operator Posit ions Do Not Disturb (Send All Calls) Redialing Features

Auto At tendants - Em ergencyGreet ing Do Not Disturb Overr ide

Rem ote Call Forwarding / MobileTwinning

Auto At tendants - Mult iple Doorphones (m ax of 2) Rem ote Access to Modem

Autom at ic Callback Em ergency Phone Num ber List Ringing Line Preference

Autom at ic Daylight Savings Tim e External Hot line Ring on Transfer

Autom at ic Extension Privacy Extension Hunt GroupsSD Card Startup / Shut Down viaTUI

Auto Dialing Extension Nam e Display SMDR

Autom at ic Line Select ion Fax Machine Extensions Speed Dial Features

Autom at ic VMS Coverage Feature But ton Stat ion Lock/ Unlock

Backup Failure Alarm Flexible Dial Plan Sub-Menus (see Auto At tendants)

Backup Program m ing Autom at ic Group Calling – Ring/ Page System Password

Backup Program m ing Manual Group Hunt ing – Ring/ Voice Signal System Groups

Bridging (Joining Calls) Group Pickup Transfer / Transfer Return

Call Coverage HoldTransfer Return to Program m ableExtension

Call Forwarding - I nternal Hold Release on AbandonUnique Line Ringing withOverr ide

Call Log (Digital Sets only) Hold Rem inder Tone VMS Cover But ton

Call Logs (ETR sets) Hot Dial VMS Cover Ring I nterval

Call Pickup Hot line VMS Hunt Delay

Call Tim er I dle I ntercom Tim eout VMS Hunt Schedule

Call Tim er Cont inuity I ntercom Manual Dial Voice Mail

Call Wait ing I ntercom Dial Tone Bypass Greet ing



Caller I D Features Line Coverage Extension Change Message Status to New

Cell Phone Connect (see MobileTwinning) Line Ringing Opt ions Choice of Language

Cent ralized Telephone Program m ing( from adm in phones) Message Alert Not ificat ion End of Recording Opt ions

CO Disconnect Tim e (Program m able) Music On Hold Outcalling Not ificat ion

Conference Drop Mobile Twinning Phantom Mailboxes

Contact Closure Support (2 devices) Network Tim e Synchronizat ion Voice Mail to E-m ail

Copy Set t ings Night Service Voice Mailbox Transfer – Direct

Direct I nward Dialing (DI D) On Hook Dialing Voice Messaging

DI D to Auto At tendant One Touch Transfer Visual Messaging

Wake-up Service

911 Emergency Dialing

911 Em ergency Dialing can be m ade from any extension, regardless of any rest r ict ions.

Abbreviated Ringing (# 305)

This feature act ivates or deact ivates Abbreviated Ringing at the system telephone at a specific extension. Whenyou are on a call and Abbreviated Ringing is Act ive, any incom ing call r ings only once. The green light next tothe line but ton flashes unt il the call is answered or the caller hangs up (or for a t ransferred call, unt il the callreturns to the t ransfer return extension) .

This feature prevents incom ing calls from dist ract ing you when you are busy on another call. To allow calls tor ing repeatedly, set Abbreviated Ringing to Not Act ive.

Absent Text Messaging (FEATURE 28)

This feature allows you to post a m essage (such as “Do Not Disturb” or “Away from desk” ) on the display ofyour PARTNER ETR or digital system telephones. When another extension calls your extension, your act iveAbsent Text Message appears on the caller’s display.

The system provides 15 pre-defined m essages, plus 2 that m ay be custom ized by each user. Pre-definedm essages include:

Back Soon Back Tom orrow Do Not Disturb

On Vacat ion Out to Lunch At Hom e

Away from Desk Be Right Back Please Call

On Holiday unt il Meet ing unt il Don’t disturb unt il

With visitors unt il With cust . t il At lunch unt il

Absent Text Message I nspect

The I nspect feature is a soft -key opt ion, and allows you to rem otely inspect the act ive Absent Text Message atanother user’s extension.

Pressing the Absent Text Message but ton will provide you with an I NSP opt ion in the display. Press the but tonassociated with the I nspect opt ion and you are prom pted to dial the extension num ber or press the AutoI ntercom but ton you wish to view. When you do, the act ive m essage for that user is displayed.



Account Code Entry (FEATURE 12)

Account Code Ent ry (ACE) is used to enter an account code (up to 15 digits) for an incom ing or outgoing callcurrent ly being handled.

The Account code is pr inted in the SMDR record for the call for the custom er to use for cost t racking purposes.

There are two different ways the feature can be used:

• Voluntary — Account Code Ent ry is opt ional.

• Forced – Account Code Ent ry is m andatory before dialing on an idle CO facilit y.

Forced account codes are validated against a list of pre-defined account codes which is created via the Managerapplicat ion.

Allowed Lists(# 407) / Disallowed Lists (# 404)

Allow ed Lists Use this feature to specify telephone num bers that users can dial regardless of other dialingrest r ict ions, as long as they have access to an outside line. For exam ple, if you rest r ict an ent ire category ofcalls through Disallowed Phone Num ber Lists (# 404) , you can perm it calls to a specific num ber in that categoryby placing that num ber on an Allowed Phone Num ber List .

The System Adm inist rator can create up to eight Allowed Phone Num ber Lists of up to 10 telephone num berseach.

Disallow ed Lists allow you to specify telephone num bers that users cannot dial. For exam ple, you m ay wantto prevent calls to a specific telephone num ber or to categories of num bers, such as internat ional num bers.

The System Adm inist rator can create up to eight Disallowed Phone Num ber Lists of up to 10 telephone num berseach.

Allowed and Disallowed Phone Num bers can be up to 12 digits long and m ay include 0–9, # , * , and ‘hold’ (awildcard character, displayed as “ ! ” ) .

Attendant Positions

Extension 10 and Extension 11 serve as system at tendant posit ions. TUI System Adm inist rat ion can only bedone at these extensions. Night Service and Unlock capabilit ies can only be init ialized from Extension 10. Whena user dials 0, Extension 10 will r ing.

Auto Attendants (Multiple) / Sub-Menus / Emergency Greeting

The system supports up to 9 Autom ated At tendants / Sub-m enus. A sub-m enu is the sam e group of selectorcodes as is used in an Auto At tendant .

Each Auto At tendant has its own greet ing (Morning / Afternoon / Evening) , it s own language (English / French /Spanish) , it s own set of selector codes (based on its t im e profile) , and separate VMS Hunt and Delay Schedules.

Each Auto At tendant supports its own Em ergency Greet ing announcem ent , which can be rem otely recorded andact ivated, and plays before the Auto At tendant Greet ing.

Each Auto At tendant can be accessed by dialing the appropriate Auto At tendant dial codes ( to record greet ings,m enu prom pts, etc.) .

Auto Dialing

Enables a user to dial outside num bers, extension num bers, feature codes or account codes with a single touchby pressing a program m ed but ton.

3 types of auto dial are supported:

• Auto Dial – Outside

• Auto Dial – I CM ( internal extension)



• Auto Dial – I CM Page (voice signaling)

Automatic Callback

When calling an extension that is busy, press the Auto Callback softkey and the system will call you when theextension becom es free.

Automatic Daylight Savings Time (# 126)

This feature autom at ically updates the system clock for annual Daylight Savings Tim e and Standard Tim echanges. Turn this feature off if you live in an area without daylight savings t im e.

Automatic Extension Privacy (# 304)

Prevents other extensions with access to the sam e line from joining a call from their extension. Use this featurefor extensions connected to a m odem , fax, or any device whose funct ion can be disrupted by som eone t rying tojoin it .

Automatic Line Selection

Specifies the order in which the system selects an available line ( intercom or outside) when a user at theextension lifts the handset or presses SPEAKER to m ake a call without first select ing a specific line but ton.

For extensions with analog telephones, set Autom at ic Line Select ion to intercom first . This enables analogtelephones to access system features, including intercom calling. When users lift the handsets on analogtelephones, they hear intercom dial tone. To access an outside line, they m ust dial 9.

Automatic Voice Mail Coverage (# 310)

Use this feature to program a but ton to turn VMS Cover on and off, rout ing unanswered intercom andt ransferred calls for a users’ extension to the Call Answer Service of the voice m essaging system after thespecified num ber of r ings ( factory set t ing is three r ings) .

Backup Failure Alarm

When an Autom at ic Backup fails, a ‘Backup Failed’ m essage is displayed on Extension 10 and 11.

Backup Programming - Automatic

The system does a night ly backup to the system SD card. No m anual intervent ion or external PC is required.

Backup Programming - Manual (# 124)

The adm inist rator m ay do a m anual system program m ing backup to the system SD card via the TUI .

Bridging (Joining Calls)

A user can bridge ( join) on any act ive call by pressing the associated CO line but ton (assum ing Privacy is notact ive on the or iginat ing extension.) When a call is br idged, the red and green LED’s will alternate on alltelephones which are br idged on the call.

Call Coverage (FEATURE 20)

This feature is used to redirect all I ntercom , Transferred, DI D and outside calls from a user’s extension toanother extension.

When Call Coverage is act ivated, covered calls are routed to the covering extension after a specified num ber ofr ings.



Call Forwarding - I nternal (FEATURE 11)

The Call Forwarding provides a m eans of redirect ing I ntercom ( I COM), CO, and Transfer calls from oneextension to another specified extension.

Call Log - Digital Sets

Call Log is a fixed but ton on digital telephones and provides a visual record of calls m ade and received,including unanswered calls. Details are store for both users (m axim um 30 ent r ies) and hunt groups (m axim um10 ent r ies) . The m ethod of operat ion varies according to the phone type but in all cases the call records can beused for return calls.

Call Logs - ETR sets (# 317)

Use this feature to program extensions to log answered Caller I D calls so that calls answered at an individualextension can be viewed in the Caller I D Call Log. Once the feature is act ivated for an extension, when a useract ivates the Caller I D Call Logging and Dialing (F23) , all Caller I D calls that are answered by that extension arelogged.

Up to 3 extensions can be designated to log all calls, both answered and unanswered, regardless of where theyterm inated in the system .

Call Pickup ( I NTERCOM 6xx)

This feature is used to answer any intercom , t ransferred or outside call r inging at another specified extension.

Call Timer Display

Displays the durat ion of a call from the t im e it was answered.

Call Waiting

Call wait ing applies to analog, single line telephones, and applies to the following types of calls:

• I ntercom calls

• Transferred calls

• Forwarded calls

• Covered calls

• Outside calls ( if the extension has a line appearance of the line)

• Voice Signaled calls

Caller I D Features

The following Caller I D features are supported:

• Caller I D I nspect ( FEATURE 1 7 ) Allows you to view Caller I D inform at ion for a second call, without disconnect ing the current call orput t ing it on hold. Use this feature to inspect r inging, act ive, or held calls.

• Caller I D Nam e Display ( FEATURE 1 6 ) When an incom ing call is r inging at a display telephone, both the nam e and num ber appear on the user’sdisplay. The Num ber is displayed on the top line, and the Nam e on the 2nd line. I n som e cases usersm ay wish to see the Caller I D Nam e on the top line and the Caller I D Num ber on the 2nd line. Thisfeature provides this capabilit y.

Cell Phone Connect

See Mobile Twinning .48



CO Disconnect Time (Programmable)

Use this feature to change the hold disconnect t im e for an outside line. Different telephone com panies usedifferent length signals. The length of the signal is called the CO or Hold Disconnect t im e. I f you place a call onhold and the caller hangs up, but the call does not disconnect within a m inute after the caller.

Conference Drop

On 1400 and 9500 digital telephones, you m ay choose which specific party you want to drop from a conferencecall. On ETR and analog telephones, the last party added to the conference call is autom at ically dropped.

Conferencing

The system supports up to 64-party conferencing. A m axim um of 2 analog lines can be in any conference call.Conference calls m ay consist of com binat ions of analog lines, digital lines (PRI / T1, SI P) , analog telephones, ETRtelephones or digital telephones.

Contact Closure Support for 2 Devices (FEATURE 41 and FEATURE 42)

The I P500 V2 Cont rol Unit has a Contact Closure cont rol jack on the back panel. This is a 3.5 m m stereo jackthat can drive two external adjunct relays.

This feature allows users at eligible extensions to cont rol an external adjunct by enter ing feature codes at theirsystem or standard telephone. The port can cont rol a variety of devices, the m ost com m on being door st r ikes,night bells, light ing, or voice recording system s.

Copy Settings (# 399)

This feature allows a System Adm inist rator to copy extension-specific program m ing from one extension toanother. When the Extension Copy operat ion is perform ed, the dest inat ion extension will have the sam epropert ies as the or iginat ing extension.

Extension Copy can only be perform ed from an At tendant Extension in System Program m ing Mode or from theWindows Manager PC applicat ion.

Dial Code Features

• ‘F’ represents the FEATURE but ton.

• ‘I ’ represents the I NTERCOM but ton.

• ‘XX’ represents a system extension num ber.

• ‘PP’ represents a Personal Speed Dial code.

• ‘G’ represents a single-digit group num ber.

• ‘LL’ represents a system line num ber.

Feature Partner Version

Code

Norstar / BCM

Code

Do Not Disturb F01 F85

Do Not Disturb Cancel F01 F# 85

Recall F03 F71

Save Num ber Redial F04 F67

Last Num ber Redial F05 F5

Conference Drop F06 F934 (new)

Privacy F07 F83

Call Forward F11 F4

Call Forward Cancel F11 F# 4



Account Code Ent ry F12 F900

Voice Mailbox Transfer F14 F986

VMS Cover F15 F984

Caller I D Nam e Display F16 F933 (new)

Caller I D I nspect F17 F811

Call Coverage F20 F932 (new)

Stat ion Lock F21 F936 (new)

Stat ion Unlock F22 F937 (new)

Caller I D Log F23 F812

Hot Dial F26 F935 (new)

Message Alert Not ificat ion F27 F938 (new)

Absent Message F28 F931 (new)

Contact Closure 1 F41 F9* 41


System Release F590 F9* 80

System I P Address F591 F9* 81

SD Card Serial Num ber F592 F9* 82

System Speed Dial F6XX (00-99) F06XX (00-99)

Personal Speed Dial FXX (80-99) F* 4XX (80-99)

DND Overr ide Num bers F7XX (00-19) F07XX (00-19)

Call Transfer Fixed But ton F70

Voice Announce to Extension I * + XX F66 + XX (new)

Call Park to own Extension Transfer + XX F74 (new)

Direct I nward Dialing (DI D)

Use this feature to have Direct I nward Dialing (DI D) num bers on a PRI / T1 or SI P line routed autom at ically to aspecific extension, hunt group, or calling group. When a Direct I nward Dialing (DI D) call arr ives, the PARTNERsystem “collects” the digits from the T1 service provider ( that is, the num ber that was dialed) and m atches thenum ber to a DI D Mapping Table you created. I f the incom ing num ber m atches an ent ry in the DI D Mappingtable, the call r ings at the m atching extension or hunt group.

Direct I nward Dialling (DI D) to Auto Attendant

DI D calls can be directed to and answered by any Autom ated At tendant .

Direct Line Pickup ( I NTERCOM 68LL, I NTERCOM 8LL)

With the Direct Line Pickup features, you can access a r inging or held call or a call in progress. You can alsoselect a line to use that is not assigned to your telephone. The Direct Line Pickup features are:

• Direct Line Pickup—Act ive Line

• Direct Line Pickup—I dle Line



Display Language

All system telephones offer the choice of 3 display language:

• US English

• Canadian French

• Lat in Am erican Spanish

Each individual extension m ay select their own language.

Display SD Card Feature Key I D (F592)

Displays the SD Card Feature Key I D on any display telephone.

Display System I P Address (F591)

Displays the I P address current ly assigned to the I P500 V2 system .

Display System Release (F590)

Displays the software release running on the I P500 V2 system .

Distinctive / Differentiated Ringing

The system provides different r ing pat terns for external calls, internal calls and t ransferred calls.

Do Not Disturb (FEATURE 01)

Use this feature to be able to press a program m ed but ton to prevent incom ing calls for the extension fromringing ( lights st ill f lash) . When Do Not Disturb is on, outside callers hear r inging while inside callers hear abusy signal. Calls are im m ediately sent to your voice m ailbox.

Do Not Disturb Override

Allows a user to input a list of up to 20 telephone num bers and/ or internal extension num bers that will r ing atthe users’ stat ion when Do Not Disturb is act ivated.

Doorphones

A doorphone is usually placed near an ent rance, to screen visitors. You can connect up to two doorphones tothe system .

Emergency Phone Number List (# 406)

Create a list of up to 10 telephone num bers that all users can dial regardless of dialing rest r ict ions, providedthey have access to an outside line. Typical list ent r ies include fire, police, and em ergency services num bers.police, and em ergency services num bers.

Extension Hunt Groups (# 505)

Use this feature to assign any num ber of extensions to a Hunt Group. When extensions are in a Hunt Group, anincom ing call searches or “hunts” for the longest idle extension that is available. The system supports up to sixHunt Groups

Extension Name Display

The user’ nam e and extension num ber is displayed on the phone display.

External Hotline (# 311)

When a user lift s the handset of an external hot line, a predeterm ined outside num ber is dialed autom at ically.The external num ber m ight be, for exam ple, a frequent ly called service bureau. The external hot line m ust be asingle line telephone, not a system telephone, and should not have a dial pad.



Fax Machine Extensions (# 601)

Allows you to connect your fax m achine to your system , allowing you to share network facilit ies.

Flexible Dial Plan

Through Manager, the system defaults to a fixed 2-digit dial plan (extensions 10 – 57) ; but can be changed to aflexible 3-digit dial plan (extensions 100 – 599) .

Group Calling - Ring / Page ( I NTERCOM 7G / I NTERCOM * 7G)

Use this feature to r ing, page, or t ransfer calls sim ultaneously to all of the extensions in any one of four CallingGroups. (G represents a Calling Group num ber from 1–4.) When paging, you hear a beep and can beginspeaking. Your voice is heard on the speakers of all idle system telephones in the selected Calling Group. Thefirst extension to answer the call (on ETR sets - by picking up the handset or pressing SPEAKER, on 14xx sets -or by pressing the ANSWER softkey on the display) is connected to the caller.

You can group page em ployees for general announcem ents; this is an inexpensive alternat ive to a pagingsystem.

Group Hunting - Ring / Page ( I NTERCOM 77G / I NTERCOM * 77G)

Use this feature to dist r ibute call volum e am ong extensions in a group, to off- load call act ivity from a singleuser. When an intercom or t ransferred call is placed to a Hunt Group (where G is a Hunt Group num ber from 1–6) , the system r ings or voice-signals the first available extension in the group, passing over busy extensions (orthose with Do Not Disturb on) in a circular hunt . I f a r inging call is not answered within three r ings, the callm oves to the next available extension, and so on, unt il the call is answered or the caller hangs up.

For a voice-signaled call, only the first available extension is signaled; if that extension does not answer, thecall does not keep hunt ing. After an extension receives a Hunt Group call, the next call to the Hunt Group willnot r ing or voice-signal that extension first unless all other extensions in the group are busy or do not answer.

Group Pickup ( I NTERCOM 66G)

Use this feature to answer any outside, intercom , or t ransferred call r inging at an extension in a Pickup Group(where G is a Pickup Group num ber from 1–4) . When a call r ings at an extension that is in a Pickup Group, youcan answer the call at any extension without knowing which extension or line is r inging and without being in thesam e Pickup Group. The system can have up to four Pickup Groups.

Hold Reminder

I f a call is left on hold for longer than a specified period, the extension will r ing back, alert ing you that the callis st ill on hold. This r ing cont inues to sound unt il the held call is ret r ieved, or unt il the caller hangs up.

Hot Dial

This feature enables a user to start dialing a num ber without first pressing the speaker but ton or goingoff-hook.

Hotline

This feature allows designated extensions to autom at ically place an intercom call to another designatedextension, when it goes off-hook.



I ntercom Dial Codes





I ntercom Dial

Code

Feature

I 6 XX Call Pickup

I 6 6 G Group Pickup

I 6 8 LL Direct Line Pickup—Act ive Line

I 7 0 Loudspeaker Paging

I * 7 0 Sim ultaneous Paging

I 7 G Group Calling—Ring

I * 7 G Group Calling—Page

I 7 7 G Group Hunt ing—Ring

I * 7 7 G Group Hunt ing—Voice Signal

I 8 LL Direct Line Pickup—I dle Line

I ntercom Dial Tone (# 309)

Use this feature to determ ine the type of dial tone that the system provides at an extension. I t m ay benecessary to change this set t ing to Machine (outside line) dial tone for an autodialing device, such as a fax orm odem , that has t rouble m aking calls. For exam ple, if you have a m odem that checks for outside line dial tonebefore dialing, use this procedure to change from Regular to Machine dial tone.

I ntercom Manual Dialing

Users can m ake an internal call to another extension by r inging it (dialing its extension num ber) or voicesignaling the extension by prefixing the extension num ber with a * .

Line Coverage Extension (# 208)

Use this feature to ident ify an extension as the “owner” of a specific outside line, so the extension can act ivateCall Coverage or VMS Cover for that line.

Line Ringing Options

This feature specifies the opt ions: I m m ediate Ring, Delayed Ring or No Ring for incom ing calls on a lineappearance program m ed on the extension.

Log All Calls


Message Alert Notification (FEATURE 27)

Message Alert Not ificat ion allows any ETR or Digital telephone, program m ed with Auto I ntercom but tons, to seewhich users have new m essages wait ing in their m ailbox.

When the Message Alert Not ificat ion but ton is pressed, the DSS/ BLF but tons program m ed on the user’stelephone will display a flashing red LED when the associated user has new voice m ails wait ing.

This feature m ay be left on at all t im es or deact ivated by pressing the Message Alert but ton again.



Music on Hold

Connect an audio source to the Music-On-Hold port on the processor m odule so that a caller hears m usic whenplaced on hold when the Music-On-Hold feature has been act ivated.

Network Time Synchronization (# 128)

Use this feature to specify whether you want to synchronize the system clock with the network t im e deliveredby your service provider over Caller I D. I f Network Tim e Synchronizat ion is set to Act ive, the system will usethe network t im e provided by your service provider; if it is set to Not Act ive, the system will use the t im eprovided by its system clock.

Night Service

When Night Service is on and a call com es in, all extensions in the Night Service Group r ing im m ediately,regardless of norm al Line Ringing set t ings.

One-Touch Transfer

This feature allows a user to autom at ically t ransfer a connected call with onetouch - - by pressing apre-program m ed Auto Dial I ntercom for the dest inat ion extension. (The Transfer but ton is not used.)

• The t ransfer is com pleted when the t ransferr ing stat ion goes on-hook, or touches the Transfer but tonor Complete soft -key.

• The user init iat ing the t ransfer is able to consult and com plete the t ransfer or blind t ransfer aftersuccessfully init iat ing a onetouch t ransfer.

The LEDs at the phone init iat ing the t ransfer, as well as other appearances of the call in the system , behave thesam e as if the user touched the Transfer but ton to init iate the t ransfer.

Paging Features ( I NTERCOM 70 and I NTERCOM * 70)

• Loudspeaker Paging - Users can init iate a call (either m anually dialed or intercom auto dialed) to anextension connected to an analog stat ion port that connects them to an external loudspeaker pagingsystem.

• Sim ultaneous Paging is a feature that pages both the external loudspeaker paging system (via thepaging port ) as well as voice signals all of the extensions in Calling Group 1.

PBX Mode

The system can operate in Key System m ode (default ) where all lines appear on all telephones; or can beadm inistered to operate in PBX-m ode. PBX-m ode provides 3 I ntercom but tons per telephone which work sim ilarto System Access but tons (provides intercom dial tone, d1al 9 to access an outside line) .

Note: On PARTNER ETR sets, the system provides 2 I ntercom but tons per telephone.

Personal Line Termination

Allows you to assign a line / lines to specific extension / extensions.

Personalized Station Ringing (# 323)

Allows you to assign a personalized r ing pat tern 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 stat ionport on the Com bo m odule; a port on the Phone-2, Phone-8 or Phone-16 m odule, or to an ETR port .



Privacy (FEATURE 07)

Privacy prevents other users from joining on your call.

Recall (FEATURE 03)

Use this feature to send a t im ed switch hook flash over the telephone line to “ recall” a new dial tone or toaccess certain cent ral office features, such as Call Wait ing or 3-way calling.

Redialing Features

There are 2 features which offer redial funct ionality:


• Last Num ber Redial (FEATURE 05) : Last Num ber Redial redials all digits dialed on the last outside callexcept account codes.

• On 1400 series telephones, there is a fixed Redial but ton, which allows you to scroll through andredial the last 20 num ber called from that telephone set ..

• Save Num ber Redial (FEATURE 04) : Saves into tem porary m em ory the last outside num ber (up to 28digits) dialed from a system telephone. Use this feature to save a num ber before you hang up on a busyor unanswered call. Once saved, the num ber can be redialed at any t im e. The num ber stays in m em oryunt il a different one is saved.

Remote Call Forwarding / Mobile Twinninng

There are two types of Rem ote Call Forwarding supported on PARTNER Version:

1. Rem ote Call Forw arding ( FEATURE 1 1 ) allows a user to send internal and external calls dest inedfor a part icular extension to an external phone num ber (off the system ) over an analog t runk. Rem oteCall Forwarding will not alert the internal extension, but im m ediately sends the call out to thepredefined num ber.

2. Mobile Tw inning allows a user to send internal and external calls dest ined for a part icular extensionto an external phone. The call sim ultaneously r ings at the internal extension and receives theextension’s coverage ( including Voicem ail) t reatm ent if the call has not been answered. This feature isonly available on system s that have digital t runks (SI P, PRI / T1) .

Remote Access to the Built- in Modem

This feature allows for unat tended access to the built - in m odem (x76) by calling into the system :

– By a DI D num ber, or

– By t ransferr ing to the m odem via the Autom ated At tendant .

When an Autom ated At tendant Selector code with the "Transfer To Num ber" act ion has the m odem as itsdest inat ion, the system will t ransfer the call to the built - in m odem .

Ring on Transfer (# 119)

This is used to specify what the caller hears while they are being t ransferred. I f Ring on Transfer is set toAct ive, callers hear r inging while they are being t ransferred; if it is set to Not Act ive callers hear beeps or Musicon Hold if this is act ivated and a m usic source is connected to the system .

Ringing Line Preference

When an extension is on-hook and the extension is r inging, the user sim ply goes off-hook to answer the calland is autom at ically connected to the r inging call. I f m ore than one call is alert ing, the system autom at icallyconnects the user to the longest r inging call.

SD Card Start-up / Shut Down via TUI (# 733)

A new TUI com m and is provided to shut down and restart the system SD card slot and the opt ional SD cardslot , without shut t ing down the ent ire system . This allows for rem oval and reinstallat ion of the system SD andopt ional SD cards.



Speed Dial Options

The system supports the following types of Speed Dialing:

• Personal Directory - 1 4 0 0 and 9 5 0 0 Telephones only

Each user can store up to 20 frequent ly-dialed nam es and num bers in their extension. Personal Directorynum bers can be dialed quickly by pressing CONTACTS and dialing the first few let ters of the person’s nam e.Personal Directory num bers program m ed for a part icular 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 frequent ly-dialed num bers (no nam e) in their extension. Personal Speed Dialnum bers 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 num bers program m ed for apart icular 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 num ber.

• System Speed Dial – 1 4 0 0 and 9 5 0 0 Telephones only

System Speed Dialing is a shared list of up to 100 frequent ly-dialed nam es and num bers (FEATURE 600 –699) . All users on the system m ay use these num bers by pressing CONTACTS and dialing the first few let tersof the party’s nam e.

• System Speed Dial (FEATURE 600 – 699) – ETR and Analog Telephones only.

System Speed Dialing is a shared list of up to 100 frequent ly-dialed num bers (no nam e) up to 28 charactersin length. All users on the system m ay dial a System Speed Dial num ber by pressing FEATURE (or # atintercom dial tone on a single- line telephone) and the three digit speed dial code, from 600 through 699

Station Lock / Unlock (FEATURE 21)

Stat ion Lock helps to prevent unauthorized people from m aking outside calls from extensions. Users enter afour-digit code on their telephone dialpad to “ lock” your extension. To unlock the phone, the user enters theident ical code.

Station Message Detail Reporting (SMDR)

SMDR is a call report ing feature that provides records of call act ivity. I t is com m only used in m any 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 departm ent .

• Reduce telephone costs by ident ifying the need to change telecom m unicat ions services

• Print Caller I D inform at ion.

The output is generally sent to a PC running an opt ional Call Account ing software package.

System Groups

PARTNER Version supports the following types of groups:

• Pickup Groups (4 Groups) ( I NTERCOM 6xx)When a call r ings at an extension assigned to a Pickup Group, a user at any other extension in thesystem can answer the r inging call by dialing the Pickup Group code. The Pickup Group feature helpswhen a user needs to answer calls on lines or pools not assigned to his or her telephone.

• Calling Groups (4 Groups) ( I NTERCOM 7x / * 7x)A Calling Group is a group of extensions that can be called at the sam e t im e. Any user in the system canring or page all extensions in a Calling Group at the sam e t im e or t ransfer a call to a Calling Group. Thefirst extension to pick up the call is connected to the caller. A typical use of this feature is to have callersr ing into a Calling Group of sales representat ives, or to create a “Page All” group.

• Hunt Groups (6 Groups) ( I NTERCOM 77G / * 77G)When extensions are in a Hunt Group, an incom ing call searches or “hunts” for the first availableextension.

• Night Service Group (1 Group) (# 504)When Night Service is act ivated and a call com es in, all extensions assigned to the Night Service Groupring im m ediately, regardless of norm al Line Ringing set t ings.



System Password ( # 403)

Allows you to define a four-digit password that users can enter from system telephones to overr ide dialingrest r ict ions ( if the extension has access to an outside line) or turn Night Service on and off. Not available onanalog telephones.

Transfer / Transfer Return

You can t ransfer calls to an extension or group using the TRANSFER but ton on a system telephone or theswitchhook on a single- line telephone.

Transferred calls return to the or iginat ing extension if they are not answered. You also can program the num berof t im es a t ransferred call r ings before it returns to an extension.

Transfer Return to a Programmable Extension (# 306)

This feature provides an opt ion to re- route unanswered t ransferred calls to an alternate extension.

– Program m able on a per extension basis.

– The exist ing System Program m ing opt ion, Transfer Return Rings, will be used to indicate

when t ransferred calls are returned to the Transfer Return extension.

I f a call is routed to a t ransfer return extension and there are no available intercom appearances to term inatethe call, the call will cont inue to alert at the t ransfer dest inat ion unt il the t ransfer return extension becom esavailable.

The default value for each t ransfer return extension is its own extension.

Unique Line Ringing (# 209) / Override Line Ringing (# 209)

This feature allows users to different iate by sound which line is r inging by assigning a r ing pat tern to it . Once aring pat tern is assigned to a line, incom ing calls on that line r ing with the assigned r ing pat tern.

– 8 r ing pat terns are available.

– Unique Line Ringing does not apply to DI D calls because the channel used is not guaranteed.

– The default is pat tern 1.

I f the Overr ide Line Ringing feature is act ive, then incom ing calls on a line that r ing at an extension r ing withthe configured extension r ing pat tern.

Visual Voice Messaging

Supported on 1400 and 9500 digital telephones only. Allows the user to m anage their voice m ail m essages viatheir display. Features supported include:

• access new / old / saved m essages.

• next and previous m essage.

• fast forward and rewind.

• pause m essage.

• save, delete and copy m essage to other users of the system .

• change default greet ing.

• change password.

• change m essage status from old / saved to New.

Voice Mail Options

• Bypass Greet ing

– After a call goes to an extension's voice m ailbox, the caller can press the 1 key to bypass

the m ailbox greet ing and begin recording a m essage.

• Change Message Status to New ( * 0 6 )

– This feature provides the abilit y to change the status of a m essage from Old or Saved to

New .

– Users can dial * 06 at any t im e after the Old or Saved m essage begins to play through

the 3 second pause after the caller inform at ion port ion of the m essage.



• The m essage is m oved to the queue of New m essages.

– When a m essage is m arked as New , the system does not init iate a new Voicem ail to

Em ail m essage, but the extension's m essage wait ing light is illum inated.

• Choice of Language ( English / French / Spanish)

– Each Auto At tendant can have a pr im ary language assigned to it . The language applies

to the pre- recorded greet ings and prom pts available to that Auto At tendant .

– This overr ides the system language set t ing.

– The per-extension Display Language set t ing will also overr ide the system language and

change all the displays, pre- recorded greet ings, and prom pts to the chosen language.

• End of Recording opt ions

o When a caller has finished leaving a m essage in an extension's m ailbox, the caller can touch the #

key to signal the end of recording of the m essage.

o I f the m essage is less than 3 seconds, the system will play the following prom pt : "Message too

short . Deleted. Goodbye."

o I f the m essage is longer than 3 seconds, the system will play the following prom pt : "Your

m essage has been sent . Goodbye."

• Outcalling Not ificat ion

o I f you use the Outcalling opt ion, Em bedded Messaging will call the num ber which you have

program m ed to signal that a new m essage has arr ived in your m ailbox.

§ Each user can have 1 num ber program m ed for outcalling not ificat ion.

§ The system will m ake up to 3 at tem pts ( in 5-m inute intervals) to contact the user.

§ After 3 at tem pts, outcalling not ificat ion will cease unt il another new voice m essage arr ives.

• Phantom Mailboxes

o Provides voice m ailbox support for all extensions (10-57) , without requir ing the physical hardware

to be present . Extensions without hardware are called phantom extensions.

§ Note: Ports 7 and 8 of an ETR-6 m odule can be used for phantom extensions even thoughyou cannot plug a phone into them .

o Calls to a phantom extension go direct ly to voice m ail.

§ DTMF breakout service can be used to t ransfer the call.

o Phantom voice m ailboxes:

§ Default like a norm al m ailbox.

§ Can be accessed rem otely if the rem ote access feature of the m ailbox is enabled.

§ Voicem ail to Em ail can be act ivated for a phantom m ailbox via the Sim plified Manager.

VMS Cover (FEATURE 15)

Allows you to turn VMS Cover on and off, rout ing unanswered intercom and t ransferred calls for usersextensions to the Call Answer Service of the voice m essaging system after the specified num ber of r ings.

VMS Cover Ring I nterval (# 321)

Allows you to define the num ber of t im es a call r ings before it is sent to a user’s voice m ailbox.

VMS Hunt Delay (# 506)

Allows you to determ ine when outside calls should be answered by the Autom ated At tendant of the voicem essaging system . You can set the system for any num ber of r ings, 0–6. Assigning m ore r ings gives theoperator an opportunity to answer calls before they go to the Autom ated At tendant .

VMS Hunt Delay is program m able on a per- line basis. I n addit ion, you can program this feature so that calls canbe handled one way during the day and a different way when the system is in Night Service.



VMS Hunt Schedule I nterval (# 507)

Allows you to determ ine when outside lines are covered by the Autom ated At tendant . Opt ions include all thet im e, only during Day operat ion (Night Service is off) , or only during Night operat ion (Night Service is on) .

Voice Mailbox Transfer - Direct (FEATURE 14)

Allows you to t ransfer a call direct ly into a users voice m ailbox without r inging their extension.

Voice Messaging

The PARTNER Version has Em bedded Voicem ail included in the system . All extensions are autom at icallyassigned a m ailbox.

Em bedded Voicem ail also provides:

• A 2-port , single level Autom ated At tendant

• Separate Morning, Afternoon, Evening and Out of Hours m enu greet ings with t im e profiles

• Dial by Nam e capabilit y

• Variable hours of storage:

• 2-ports = 15 Hours



• Up to 3 m inutes per m essage

• Fast Forward, Rewind, Replay and Skip capabilit y

• Voice Mail to e-m ail capabilit y

• Rem ote m essage ret r ieval

• 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 thescheduled t im e.

– Wake Up calls r ing for approxim ately 30 seconds (and overr ides DND) .

– I f the target extension is busy on a call or has an alert ing call, the Wake Up call is delivered to the

phone as an intercom call.

– I f the Wake Up call is answered, the user will hear Music On Hold if it is act ive; otherwise, they will

hear silence.

– I f the Wake Up call is not answered, the system will m ake a 2nd

at tem pt 5 m inutes later.

• I f the call is not answered after the 2nd

at tem pt , then the Wake Up call is abandoned.

– A scheduled Wake Up call occurs once in a 24 hour period.

Application Programming I nterface (TAPI )

Applicat ion Program m ing I nterface (TAPI ) allows new and exist ing server-based applicat ions from Avaya’sDeveloper Connect ion (DevConnect ) program to work with and enhance the operat ion of the PARTNER Versionsystem . The current requirem ent is to support a screen pop type applicat ion called “Pickup I P” which is alsosupported on I P Office.

The TAPI API only supports 1st Party TAPI applicat ions.

System Programming Procedures

Code Feature Code Feature

# 1 0 1 System Date # 3 2 1 VMS Cover Rings

# 1 0 3 System Tim e # 3 2 2 Rem ote Call Forwarding




# 1 0 4 Num ber of Lines # 3 2 3 Personalized Stat ion Ringing

# 1 0 5 Transfer Return Rings # 3 9 9 Copy Set t ings

# 1 0 7 Recall Tim er Durat ion # 4 0 1 Outgoing Call Rest r ict ion

# 1 0 9 Outside Conference Denial # 4 0 2 Toll Call Prefix

# 1 1 9 Ring on Transfer # 4 0 3 System Password

# 1 2 3 Backup Program m ing—Automat ic # 4 0 5 Disallowed List Assignm ents

# 1 2 4 Backup Program m ing—Manual # 4 0 6 Em ergency Phone Num ber List

# 1 2 5 Restore Program m ing # 4 0 7 Allowed Phone Num ber Lists

# 1 2 6 Autom at ic Daylight / Standard Tim es # 4 0 8 Allowed List Assignm ents

# 1 2 7 Hold Rem inder Tone # 4 0 9 Forced Account Code List

# 1 2 8 Network Tim e Synchronizat ion # 5 0 1 Pickup Group Extensions

# 2 0 3 Hold Disconnect Tim e # 5 0 2 Calling Group Extensions

# 2 0 5 Direct Extension Dial Lines # 5 0 3 Night Service But ton

# 2 0 6 Group Call Dist r ibut ion # 5 0 4 Night Service Group Extensions

# 2 0 8 Line Coverage Extension # 5 0 5 Hunt Group Extensions

# 3 0 1 Line Assignm ent # 5 0 6 VMS Hunt Delay

# 3 0 3 Display Language # 5 0 7 VMS Hunt Schedule

# 3 0 4 Autom at ic Extension Privacy # 6 0 1 Fax Machine Extensions

# 3 0 5 Abbreviated Ringing # 6 0 2 Music-On-Hold

# 3 0 6 Transfer Return Extension # 6 0 3 Hot line

# 3 0 7 Forced Account Code Ent ry # 6 0 4 Doorphone Extension 1

# 3 0 8 Dist inct ive Ring # 6 0 5 Doorphone Extension 2

# 3 0 9 I ntercom Dial Tone # 6 0 6 Doorphone Alert Extensions

# 3 1 0 Autom at ic VMS Cover # 6 1 0 SMDR Output Form at

# 3 1 1 External Hot line # 6 1 2 Contact Closure Group

# 3 1 6 Call Wait ing # 6 1 3 Contact Closure Operat ion Type

# 3 1 7 Caller I D Log Answered Calls # 6 1 7 Loudspeaker Paging Line

# 3 1 8 Caller I D Call Log Line Associat ion # 7 2 8 System Reset—Program m ing Saved

# 3 2 0 Call Coverage Rings # 7 3 0 Rem ote Adm inist rat ion Password

Centralized Telephone Programming

Extensions 10 and 11 can program other extensions on the system from their telephones.



Chapter 3. IP Office Norstar® Version



3. I P Office Norstar® VersionThe I P Office Essent ial Edit ion – Norstar

® Version (hereafter referred to as Norstar Version) cont inues the

evolut ion of com m unicat ions system s for sm all businesses.

Norstar Version is designed to work direct ly out of the box without any program m ing or adm inist rat ion, allowingusers to im m ediately m ake and place calls via analog t runks.

Norstar Version provides the end user a sim ilar desktop experience as the PARTNER ACS: e.g. 2 dedicatedintercom but tons, key system funct ionality, Caller I D, etc. This helps m inim ize t raining requirem ents andprovides the end user with the sam e com fort level they have com e to expect with the PARTNER ACS system .

Norstar Version provides the bulk of the feature set that the PARTNER ACS R8 supported; plus integratesenhanced features from the I P Office Essent ial Edit ion plat form , such as Mobile Twinning, Visual Voice Mail,64-party Conferencing, SI P Trunking, Full PRI / T1 and m ore.

Norstar Version provides the sam e 2-digit extension num bering plan as PARTNER ACS (default ) , and nowsupports a 3-digit flexible num bering plan (extensions 100 – 599) .

Norstar Version supports all T-series and M-series Nortel telephones, the 1400 series digital telephones, the7406E and digital Mobilit y Wireless products, as well as m ost analog devices ( fax, wireless headsets, analogtelephones) . The original MLS series telephones and older wireless telephones are not supported.

Norstar Version also supports a new line of Avaya 9500 series digital telephones.

Norstar Version includes Em bedded Voicem ail; providing a 2-port Autom ated At tendant (upgradeable to6-ports) and voice m ail coverage act ivated for all telephones. Em bedded Voicem ail offers a variable num ber ofhours of storage:




System Capacit ies

Norstar Version supports larger telephone and t runk capacity as follows (m ay not be at tained sim ultaneously) :

• 1 0 0 Telephones:

• Up to 100 digitaltelephones

• Up to 100 analogtelephones

• 64 Trunks:

• Up to 32 analog CO lines

• Up to 12 BRI channels

• 1 PRI / E1 (30 lines)

• Up to 20 SI P lines

“Quick Mode / “Standard Mode”

The I P Office Essent ial Edit ion a-Law SD card includes two new m odes of operat ion – Quick Mode and StandardMode.

When the I P500 V2 is first started, it will boot -up in “Quick Mode” , which has the sam e look and feel as theNorstar Version, e.g.: out of the box operat ions, 2 intercom but tons, key system funct ionality, voice m ailboxeson all telephones, TUI program m ing support , etc. “Quick Mode” m akes start ing and using the system quick andeasy.

Using Manager, users who need full I P Office Essent ial Edit ion funct ionality can sim ply change m ode from“Quick Mode” to “Standard Mode” . Once the system reboots, it re-starts in “Standard Mode” which is the waythat I P Office Essent ial Edit ion works, looks and feels today.

System Program m ingSystem program m ing is accom plished in 2 ways:

• Telephone User I nterface (TUI ) from extension 10 or extension 11; and uses the sam e adm inist rat ioncodes as the Norstar system .

• Graphical User I nterface (GUI ) – Norstar Version provides a “Sim plified Manager” m ode in the I POffice Manager software; allowing you to program the system in less than 30 m inutes



Hardware

Control UnitNorstar Version software runs on the I P 500 V2 cont rol unit . A Norstar Version Secure Digital SD card or I P Office Essent ial Edit iona- law Secure Digital SD card is required and is installed in the rear of the cont rol unit , providing operat ing software, Feature Key,Licenses and directs the system to boot up in Norstar m ode or Quick Mode. An opt ional SD card m ay be installed in the opt ionalSD card slot , providing redundant backup and system upgrade capabilit ies.

The front of the I P500 V2 Cont rol Unit has 4 expansion bays, which supports the following systemmodules:

• Com binat ion Card – Analog Trunks

The Com binat ion Card provides 6 digital stat ion (DS) ports (Ports 1-6) ; 2 analog stat ion ports(Ports 7-8) ; 4 CO line ports (Ports 9-12) and 10 voice com pression channels.

• Com binat ion Card – BRI Trunks

The Com binat ion Card provides 6 digital stat ion (DS) ports (Ports 1-6) ; 2 analog stat ion ports(Ports 7-8) ; 2 BRI t runks (Ports 9 & 10, each t runk providing 2B+ D digital channels) and 10voice com pression channels.

Note – the system supports a m axim um of 2 Com binat ion Cards of either type.



• DS8 Card ( Max 3 per system )

The DS8 Card provides 8 digital stat ion ports (Ports 1-8) ; and supports (1) of the followingopt ional t runk cards: ATM4, BRI 4 (supports 2 BRI t runks via ports 9 & 10) , BRI -8 (supports 4BRI t runks via ports 9-12) , or a PRI / E1. This card supports only the 1400 and 9500 seriestelephones.

Note - each BRI t runk provides 2B+ D digital channels.

• TCM8 Card ( Max 4 per system )

The TCM-8 Card provides 8 digital stat ion ports (Ports 1-8) ; and supports (1) of the followingopt ional t runk cards: ATM4, BRI 4 (supports 2 BRI t runks via ports 9 & 10) , BRI -8 (supports 4BRI t runks via ports 9-12) , or a PRI / E1. This card supports only Norstar T-series and M-seriestelephones.

Note - each BRI t runk provides 2B+ D digital channels.


The Phone 2 m odule provides 2 addit ional analog stat ion ports and supports (1) of the following opt ionalt runk cards: ATM4, BRI 4, BRI 8 or PRI / E1.


The Phone 8 m odule provides 8 addit ional analog stat ion ports and supports (1) of the following opt ionalt runk cards: ATM4, BRI 4, BRI 8 or PRI / E1.

Expansion ModulesNorstar Version supports following expansion m odules:



• ATM 1 6 ( Lim it 1 per system ) – provides addit ional 16 analog CO lines

• Phone 1 6 – provides addit ional 16 analog stat ion ports

• Phone 3 0 – provides addit ional 30 analog stat ion ports



Trunk Cards

Norstar Version supports the following t runkcards, which are m ounted on any DS8, TCM8,Phone 2 or Phone 8 base card:

• ATM4 – provides 4 analog CO line ports.Supports Caller I D. Lim it 4 ATM4 cards per system .

• PRI / E1 – supports full PRI or T1. Lim it 1 PRI / E1 card per system

• BRI 4 – provides 2 BRI t runks. Each BRIt runk provides 2B+ D digital channels. Lim it 4 BRI 4 cards per system .

• BRI 8 – provides 4 BRI t runks. Each BRIt runk provides 2B+ D digital channels. Lim it 1 BRI 8 card per system .

Telephones

Norstar Version supports the following telephones:



• Norstar T-series and M-series digital telephones

• Wireless telephones

30

31

31

34



• Analog "POTS" telephones





• 1403 Display Ttelephone

• DBM32 But ton Module


As well as the usual dialing keys, Avaya 1400 digital telephones have dedicated funct ion but tons like Mute,Volum e, Hold, Conference and Transfer. I n addit ion to these, there are keys that can be program m ed with arange of selected special funct ions. These keys can be used for calling other extensions on the system (DirectStat ion Select or DSS keys) , or can be used for opt ions from speed dialing num bers to cont rolling features suchas Do Not Disturb. Many features use an indicator to show whether a feature is enabled.


35







• BM12 But ton Module

9504 9508BM12


The Avaya 9500 series telephones are “paper label free” , providing program m able labels in the display. The9504 has 4 but tons (with Red & Green LED’s) and has 2 “pages” providing a total of 12 program m able but tons.The 9508 has 8 but tons (with Red and Green LED’s) and has 2 “pages” providing a total of 24 program m ablebut tons.

As well as the usual dialing keys, Avaya 9500 digital telephones have dedicated funct ion but tons like Mute,Volum e, Speaker, Headset , Call Logs and Contacts. I n addit ion to these, there are keys that can beprogram m ed with a range of selected special funct ions. These keys can be used for calling other extensions onthe system (Direct Stat ion Select or DSS keys) , or can be used for opt ions from speed dialing num bers tocont rolling features such as Do Not Disturb. Many features use an indicator to show whether a feature isenabled.


Norstar T-Series and M-Series telephones

The following Norstar telephones are supported on PARTNER Version:

• T-Series Telephones: T7316E, T7208, T7100, T7000 and the T24KI M (not shown)



• M-Series Telephones: M7324, M7310 and the CAP/ KLM But ton Module

Wireless Telephones

T7 4 0 6 E W ireless

Digita l Mobility 7 4 0 0 / 4 1 0 0 Series W ireless



Note : For further details on the telephones, please refer to the telephones chapter.

Analog "POTS" telephones

The system supports a wide variety of indust ry standard analog telephones and devices, for exam ple: faxm achines, credit card readers; wireless headsets, cordless telephones.

Analog devices are connected to the system :

• To one of the analog ports on the Com binat ion Card

• Via a Phone 2 or Phone 8 Module

The m ajor features work the sam e, regardless how they are connected: e.g. Hold, Conference, Transfer, CallWait ing, Message Wait ing, I ncom ing Caller I D.

Analog telephones have access to all dial-code features fam iliar to PARTNER users: e.g. Call pickup, Linepickup, Call Forwarding act ivat ion/ deact ivat ion, etc.

Analog telephones connected to a phone m odule or Com binat ion Card default to intercom dial tone. To place anoutgoing call, the user will dial 9. Analog telephones connected to an ETR m odule follows program m edAutom at ic Line Select ion.

System Administration

The Norstar Version and I P Office Essent ial Edit ion in Quick Mode can be program m ed in 2 ways:

• Telephone User I nterface (TUI ) from extension 10 or extension 11; and uses the sam e adm inist rat ioncodes as the Norstar system (see Table 1) .

TUI program m ing is an alternate way to do System Adm inist rat ion and Program m ing on the NorstarVersion. I t is based on the Norstar TUI , but with im provem ents.

Using TUI System Adm inist rat ion on ETR, 1400, 9500 and select Norstar telephones, the but tons underthe display becom e soft -keys which are used to navigate and change the adm inist rat ion item s. There arealso shortcut codes which enable the adm inist rator to jum p to part icular adm inist rat ion item s.

Cent ralized Program m ing is sim ilar to System Adm inist rat ion, but it is used to adm inister but tons andother opt ions for any telephone in the system .

I ndividual Program m ing cont inues to be supported, allowing the telephone user to program but tons ontheir telephones.

• Graphical User I nterface (GUI ) – Norstar Version provides a “Sim plified Manager” m ode in the I P OfficeManager software; allowing you to program the system in less than 30 m inutes.

“Sim plified Manager” is a PC GUI applicat ion inherent to the I P Office Manager applicat ion. Althoughsystem adm inist rat ion can be com pleted via either the TUI or GUI m ethod; som e advanced featuressuch as SI P and PRI / E1 adm inist rat ion require the Manager applicat ion.

When you execute Manager, the program searches for any I P500 V2 units running Norstar Version onyour network and will autom at ically connect using the default login and password. You are thenpresented with a “Sim plified Manager” Screen:



By using the system hyperlinks, you are able to quickly and easily adm inister the Norstar Version system in ashort t im e. Further details can be found in the I P Office Norstar Version Manager docum entat ion guide postedon the Avaya Support website.

System Features

The system provides the m ajority of the feature set that the Norstar PARTNER ACS R8 supports. A list ing of thebuilt - in features is detailed below. Feature descript ions can be found on the following pages. TUI FeatureProgram m ing Codes ( if applicable) are also provided. Yellow highlighted features are new in Release 7.0.

911 Em ergency Dialling Direct Line Pickup Features Paging Features

Abbreviated Ringing Display PBX Mode

Absent Text Display Language Personal Line Term inat ion

Absent Text Message I nspect Display SD Card Feature Key I D Personalized Stat ion Ringing

Account Codes Display System I P Address POT Support

Allowed/ Disallowed Lists Display System Release Privacy

Applicat ion Program m ing I nterface(TAPI ) Dist inct ive / Different iated Ring Recall

At tendant / Operator Posit ions Do Not Disturb (Send All Calls) Redialing Features

Auto At tendants - Em ergencyGreet ing Do Not Disturb Overr ide

Rem ote Call Forwarding / MobileTwinning

Auto At tendants - Mult iple Doorphones (m ax of 2) Rem ote Access to Modem

Autom at ic Callback Em ergency Phone Num ber List Ringing Line Preference

Autom at ic Daylight Savings Tim e External Hot line Ring on Transfer



Autom at ic Extension Privacy Extension Hunt GroupsSD Card Startup / Shut Down viaTUI

Auto Dialing Extension Nam e Display SMDR

Autom at ic Line Select ion Fax Machine Extensions Speed Dial Features

Autom at ic VMS Coverage Feature But ton Stat ion Lock/ Unlock

Backup Failure Alarm Flexible Dial Plan Sub-Menus (see Auto At tendants)

Backup Program m ing Autom at ic Group Calling – Ring/ Page System Password

Backup Program m ing Manual Group Hunt ing – Ring/ Voice Signal System Groups

Bridging (Joining Calls) Group Pickup Transfer / Transfer Return

Call Coverage HoldTransfer Return to Program m ableExtension

Call Forwarding - I nternal Hold Release on AbandonUnique Line Ringing withOverr ide

Call Log (Digital Sets only) Hold Rem inder Tone VMS Cover But ton

Call Logs (ETR sets) Hot Dial VMS Cover Ring I nterval

Call Pickup Hot line VMS Hunt Delay

Call Tim er I dle I ntercom Tim eout VMS Hunt Schedule

Call Tim er Cont inuity I ntercom Manual Dial Voice Mail

Call Wait ing I ntercom Dial Tone Bypass Greet ing

Caller I D Features Line Coverage Extension Change Message Status to New

Cell Phone Connect (see MobileTwinning) Line Ringing Opt ions Choice of Language

Cent ralized Telephone Program m ing( from adm in phones) Message Alert Not ificat ion End of Recording Opt ions

CO Disconnect Tim e (Program m able) Music On Hold Outcalling Not ificat ion

Conference Drop Mobile Twinning Phantom Mailboxes

Contact Closure Support (2 devices) Network Tim e Synchronizat ion Voice Mail to E-m ail

Copy Set t ings Night Service Voice Mailbox Transfer – Direct

Direct I nward Dialing (DI D) On Hook Dialing Voice Messaging

DI D to Auto At tendant One Touch Transfer Visual Messaging



Wake-up Service

911 Emergency Dialing

911 Em ergency Dialing can be m ade from any extension, regardless of any rest r ict ions.

Abbreviated Ringing

This feature act ivates or deact ivates Abbreviated Ringing at the system telephone at a specific extension. Whenyou are on a call and Abbreviated Ringing is Act ive, any incom ing call r ings only once. The green light next tothe line but ton flashes unt il the call is answered or the caller hangs up (or for a t ransferred call, unt il the callreturns to the t ransfer return extension) .

This feature prevents incom ing calls from dist ract ing you when you are busy on another call. To allow calls tor ing repeatedly, set Abbreviated Ringing to Not Act ive.

Absent Text Messaging

This feature allows you to post a m essage (such as “Do Not Disturb” or “Away from desk” ) on the display ofyour PARTNER ETR or digital system telephones. When another extension calls your extension, your act iveAbsent Text Message appears on the caller’s display.

The system provides 15 pre-defined m essages, plus 2 that m ay be custom ized by each user. Pre-definedm essages include:

Back Soon Back Tom orrow Do Not Disturb

On Vacat ion Out to Lunch At Hom e

Away from Desk Be Right Back Please Call

On Holiday unt il Meet ing unt il Don’t disturb unt il

With visitors unt il With cust . t il At lunch unt il

Absent Text Message I nspect

The I nspect feature is a soft -key opt ion, and allows you to rem otely inspect the act ive Absent Text Message atanother user’s extension.

Pressing the Absent Text Message but ton will provide you with an I NSP opt ion in the display. Press the but tonassociated with the I nspect opt ion and you are prom pted to dial the extension num ber or press the AutoI ntercom but ton you wish to view. When you do, the act ive m essage for that user is displayed.

Account Code Entry

Account Code Ent ry (ACE) is used to enter an account code (up to 15 digits) for an incom ing or outgoing callcurrent ly being handled.

The Account code is pr inted in the SMDR record for the call for the custom er to use for cost t racking purposes.

There are two different ways the feature can be used:

• Voluntary — Account Code Ent ry is opt ional.

• Forced – Account Code Ent ry is m andatory before dialing on an idle CO facilit y.

Forced account codes are validated against a list of pre-defined account codes which is created via the Managerapplicat ion.

Allowed Lists / Disallowed Lists

Allow ed Lists Use this feature to specify telephone num bers that users can dial regardless of other dialingrest r ict ions, as long as they have access to an outside line. For exam ple, if you rest r ict an ent ire category ofcalls through Disallowed Phone Num ber Lists (# 404) , you can perm it calls to a specific num ber in that categoryby placing that num ber on an Allowed Phone Num ber List .

The System Adm inist rator can create up to eight Allowed Phone Num ber Lists of up to 10 telephone num berseach.

Disallow ed Lists allow you to specify telephone num bers that users cannot dial. For exam ple, you m ay wantto prevent calls to a specific telephone num ber or to categories of num bers, such as internat ional num bers.



The System Adm inist rator can create up to eight Disallowed Phone Num ber Lists of up to 10 telephone num berseach.

Allowed and Disallowed Phone Num bers can be up to 12 digits long and m ay include 0–9, # , * , and ‘hold’ (awildcard character, displayed as “ ! ” ) .

Attendant Positions

Extension 10 and Extension 11 serve as system at tendant posit ions. TUI System Adm inist rat ion can only bedone at these extensions. Night Service and Unlock capabilit ies can only be init ialized from Extension 10. Whena user dials 0, Extension 10 will r ing.

Auto Attendants (Multiple) / Sub-Menus / Emergency Greeting

The system supports up to 9 Autom ated At tendants / Sub-m enus. A sub-m enu is the sam e group of selectorcodes as is used in an Auto At tendant .

Each Auto At tendant has its own greet ing (Morning / Afternoon / Evening) , it s own language (English / French /Spanish) , it s own set of selector codes (based on its t im e profile) , and separate VMS Hunt and Delay Schedules.

Each Auto At tendant supports its own Em ergency Greet ing announcem ent , which can be rem otely recorded andact ivated, and plays before the Auto At tendant Greet ing.

Each Auto At tendant can be accessed by dialing the appropriate Auto At tendant dial codes ( to record greet ings,m enu prom pts, etc.) .

Auto Dialing

Enables a user to dial outside num bers, extension num bers, feature codes or account codes with a single touchby pressing a program m ed but ton.

3 types of auto dial are supported:

• Auto Dial – Outside

• Auto Dial – I CM ( internal extension)

• Auto Dial – I CM Page (voice signaling)

Automatic Callback

When calling an extension that is busy, press the Auto Callback softkey and the system will call you when theextension becom es free.

Automatic Daylight Savings Time

This feature autom at ically updates the system clock for annual Daylight Savings Tim e and Standard Tim echanges. Turn this feature off if you live in an area without daylight savings t im e.

Automatic Extension Privacy

Prevents other extensions with access to the sam e line from joining a call from their extension. Use this featurefor extensions connected to a m odem , fax, or any device whose funct ion can be disrupted by som eone t rying tojoin it .

Automatic Line Selection

Specifies the order in which the system selects an available line ( intercom or outside) when a user at theextension lifts the handset or presses SPEAKER to m ake a call without first select ing a specific line but ton.



For extensions with analog telephones, set Autom at ic Line Select ion to intercom first . This enables analogtelephones to access system features, including intercom calling. When users lift the handsets on analogtelephones, they hear intercom dial tone. To access an outside line, they m ust dial 9.

Automatic Voice Mail Coverage

Use this feature to program a but ton to turn VMS Cover on and off, rout ing unanswered intercom andt ransferred calls for a users’ extension to the Call Answer Service of the voice m essaging system after thespecified num ber of r ings ( factory set t ing is three r ings) .

Backup Failure Alarm

When an Autom at ic Backup fails, a ‘Backup Failed’ m essage is displayed on Extension 10 and 11.

Backup Programming - Automatic

The system does a night ly backup to the system SD card. No m anual intervent ion or external PC is required.

Backup Programming - Manual

The adm inist rator m ay do a m anual system program m ing backup to the system SD card via the TUI .

Bridging (Joining Calls)

A user can bridge ( join) on any act ive call by pressing the associated CO line but ton (assum ing Privacy is notact ive on the or iginat ing extension.) When a call is br idged, the red and green LED’s will alternate on alltelephones which are br idged on the call.

Call Coverage

This feature is used to redirect all I ntercom , Transferred, DI D and outside calls from a user’s extension toanother extension.

When Call Coverage is act ivated, covered calls are routed to the covering extension after a specified num ber ofr ings.

Call Forwarding - I nternal

The Call Forwarding provides a m eans of redirect ing I ntercom ( I COM), CO, and Transfer calls from oneextension to another specified extension.

Call Log - Digital Telephones

Call Log is a fixed but ton on digital telephones and provides a visual record of calls m ade and received,including unanswered calls. Details are store for both users (m axim um 30 ent r ies) and hunt groups (m axim um10 ent r ies) . The m ethod of operat ion varies according to the phone type but in all cases the call records can beused for return calls.

Call Logs - ETR Telephones

Use this feature to program extensions to log answered Caller I D calls so that calls answered at an individualextension can be viewed in the Caller I D Call Log. Once the feature is act ivated for an extension, when a useract ivates the Caller I D Call Logging and Dialing (F23) , all Caller I D calls that are answered by that extension arelogged.


Call Timer Display

Displays the durat ion of a call from the t im e it was answered.



Call Waiting

Call wait ing applies to analog, single line telephones, and applies to the following types of calls:

• I ntercom calls

• Transferred calls

• Forwarded calls

• Covered calls

• Outside calls ( if the extension has a line appearance of the line)

• Voice Signaled calls

Caller I D Features

The following Caller I D features are supported:

• Caller I D I nspect ( FEATURE 1 7 ) Allows you to view Caller I D inform at ion for a second call, without disconnect ing the current call orput t ing it on hold. Use this feature to inspect r inging, act ive, or held calls.

• Caller I D Nam e Display ( FEATURE 1 6 ) When an incom ing call is r inging at a display telephone, both the nam e and num ber appear on the user’sdisplay. The Num ber is displayed on the top line, and the Nam e on the 2nd line. I n som e cases usersm ay wish to see the Caller I D Nam e on the top line and the Caller I D Num ber on the 2nd line. Thisfeature provides this capabilit y.

Cell Phone Connect

See Mobile Twinning .

CO Disconnect Time (Programmable)

Use this feature to change the hold disconnect t im e for an outside line. Different telephone com panies usedifferent length signals. The length of the signal is called the CO or Hold Disconnect t im e. I f you place a call onhold and the caller hangs up, but the call does not disconnect within a m inute after the caller.

Conference Drop

On 1400 and 9500 digital telephones, you m ay choose which specific party you want to drop from a conferencecall. On ETR and analog telephones, the last party added to the conference call is autom at ically dropped.

Conferencing

The system supports up to 64-party conferencing. A m axim um of 2 analog lines can be in any conference call.Conference calls m ay consist of com binat ions of analog lines, digital lines (PRI / T1, SI P) , analog telephones, ETRtelephones or digital telephones.

Contact Closure Support for 2 Devices

The I P500 V2 Cont rol Unit has a Contact Closure cont rol jack on the back panel. This is a 3.5 m m stereo jackthat can drive two external adjunct relays.

This feature allows users at eligible extensions to cont rol an external adjunct by enter ing feature codes at theirsystem or standard telephone. The port can cont rol a variety of devices, the m ost com m on being door st r ikes,night bells, light ing, or voice recording system s.

Copy Settings

This feature allows a System Adm inist rator to copy extension-specific program m ing from one extension toanother. When the Extension Copy operat ion is perform ed, the dest inat ion extension will have the sam epropert ies as the or iginat ing extension.

Extension Copy can only be perform ed from an At tendant Extension in System Program m ing Mode or from theWindows Manager PC applicat ion.

48



Dial Code Features

• ‘F’ represents the FEATURE but ton.



• ‘PP’ represents a Personal Speed Dial code.



Feature Partner Version

Code

Norstar / BCM

Code

Do Not Disturb F01 F85

Do Not Disturb Cancel F01 F# 85

Recall F03 F71

Save Num ber Redial F04 F67

Last Num ber Redial F05 F5

Conference Drop F06 F934 (new)

Privacy F07 F83

Call Forward F11 F4

Call Forward Cancel F11 F# 4

Account Code Ent ry F12 F900

Voice Mailbox Transfer F14 F986

VMS Cover F15 F984

Caller I D Nam e Display F16 F933 (new)

Caller I D I nspect F17 F811

Call Coverage F20 F932 (new)

Stat ion Lock F21 F936 (new)

Stat ion Unlock F22 F937 (new)

Caller I D Log F23 F812

Hot Dial F26 F935 (new)

Message Alert Not ificat ion F27 F938 (new)

Absent Message F28 F931 (new)



System Release F590 F9* 80

System I P Address F591 F9* 81



SD Card Serial Num ber F592 F9* 82

System Speed Dial F6XX (00-99) F06XX (00-99)

Personal Speed Dial FXX (80-99) F* 4XX (80-99)

DND Overr ide Num bers F7XX (00-19) F07XX (00-19)

Call Transfer Fixed But ton F70

Voice Announce to Extension I * + XX F66 + XX (new)

Call Park to own Extension Transfer + XX F74 (new)

Direct I nward Dialing (DI D)

Use this feature to have Direct I nward Dialing (DI D) num bers on a PRI / T1 or SI P line routed autom at ically to aspecific extension, hunt group, or calling group. When a Direct I nward Dialing (DI D) call arr ives, the PARTNERsystem “collects” the digits from the T1 service provider ( that is, the num ber that was dialed) and m atches thenum ber to a DI D Mapping Table you created. I f the incom ing num ber m atches an ent ry in the DI D Mappingtable, the call r ings at the m atching extension or hunt group.

Direct I nward Dialling (DI D) to Auto Attendant

DI D calls can be directed to and answered by any Autom ated At tendant .

Direct Line Pickup

With the Direct Line Pickup features, you can access a r inging or held call or a call in progress. You can alsoselect a line to use that is not assigned to your telephone. The Direct Line Pickup features are:

• Direct Line Pickup—Act ive Line

• Direct Line Pickup—I dle Line

Display Language

All system telephones offer the choice of 3 display language:

• US English

• Canadian French

• Lat in Am erican Spanish

Each individual extension m ay select their own language.

Display SD Card Feature Key I D

Displays the SD Card Feature Key I D on any display telephone.

Display System I P Address

Displays the I P address current ly assigned to the I P500 V2 system .

Display System Release

Displays the software release running on the I P500 V2 system .

Distinctive / Differentiated Ringing

The system provides different r ing pat terns for external calls, internal calls and t ransferred calls.

Do Not Disturb

Use this feature to be able to press a program m ed but ton to prevent incom ing calls for the extension fromringing ( lights st ill f lash) . When Do Not Disturb is on, outside callers hear r inging while inside callers hear abusy signal. Calls are im m ediately sent to your voice m ailbox.



Do Not Disturb Exceptions

Allows a user to input a list of up to 20 telephone num bers and/ or internal extension num bers that will r ing atthe users’ stat ion when Do Not Disturb is act ivated.

Doorphones

A doorphone is usually placed near an ent rance, to screen visitors. You can connect up to two doorphones tothe system .

Emergency Phone Number List

Create a list of up to 10 telephone num bers that all users can dial regardless of dialing rest r ict ions, providedthey have access to an outside line. Typical list ent r ies include fire, police, and em ergency services num bers.police, and em ergency services num bers.

Extension Hunt Groups

Use this feature to assign any num ber of extensions to a Hunt Group. When extensions are in a Hunt Group, anincom ing call searches or “hunts” for the longest idle extension that is available. The system supports up to sixHunt Groups

Extension Name Display

The user’ nam e and extension num ber is displayed on the phone display.

External Hotline

When a user lift s the handset of an external hot line, a predeterm ined outside num ber is dialed autom at ically.The external num ber m ight be, for exam ple, a frequent ly called service bureau. The external hot line m ust be asingle line telephone, not a system telephone, and should not have a dial pad.

Fax Machine Extensions

Allows you to connect your fax m achine to your system , allowing you to share network facilit ies.

Flexible Dial Plan

Through Manager, the system defaults to a fixed 2-digit dial plan (extensions 10 – 57) ; but can be changed to aflexible 3-digit dial plan (extensions 100 – 599) .

Group Calling - Ring / Page

Use this feature to r ing, page, or t ransfer calls sim ultaneously to all of the extensions in any one of four CallingGroups. (G represents a Calling Group num ber from 1–4.) When paging, you hear a beep and can beginspeaking. Your voice is heard on the speakers of all idle system telephones in the selected Calling Group. Thefirst extension to answer the call (on ETR sets - by picking up the handset or pressing SPEAKER, on 14xx sets -or by pressing the ANSWER softkey on the display) is connected to the caller.

You can group page em ployees for general announcem ents; this is an inexpensive alternat ive to a pagingsystem.

Group Hunting - Ring / Page

Use this feature to dist r ibute call volum e am ong extensions in a group, to off- load call act ivity from a singleuser. When an intercom or t ransferred call is placed to a Hunt Group (where G is a Hunt Group num ber from 1–6) , the system r ings or voice-signals the first available extension in the group, passing over busy extensions (orthose with Do Not Disturb on) in a circular hunt . I f a r inging call is not answered within three r ings, the callm oves to the next available extension, and so on, unt il the call is answered or the caller hangs up.

For a voice-signaled call, only the first available extension is signaled; if that extension does not answer, thecall does not keep hunt ing. After an extension receives a Hunt Group call, the next call to the Hunt Group willnot r ing 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 t ransferred call r inging at an extension in a Pickup Group(where G is a Pickup Group num ber from 1–4) . When a call r ings at an extension that is in a Pickup Group, youcan answer the call at any extension without knowing which extension or line is r inging and without being in thesam e Pickup Group. The system can have up to four Pickup Groups.

Hold Reminder

I f a call is left on hold for longer than a specified period, the extension will r ing back, alert ing you that the callis st ill on hold. This r ing cont inues to sound unt il the held call is ret r ieved, or unt il the caller hangs up.

Hot Dial

This feature enables a user to start dialing a num ber without first pressing the speaker but ton or goingoff-hook.

Hotline

This feature allows designated extensions to autom at ically place an intercom call to another designatedextension, when it goes off-hook.

I ntercom Dial Codes





I ntercom Dial

Code

Feature

I 6 XX Call Pickup

I 6 6 G Group Pickup

I 6 8 LL Direct Line Pickup—Act ive Line

I 7 0 Loudspeaker Paging

I * 7 0 Sim ultaneous Paging

I 7 G Group Calling—Ring

I * 7 G Group Calling—Page

I 7 7 G Group Hunt ing—Ring

I * 7 7 G Group Hunt ing—Voice Signal

I 8 LL Direct Line Pickup—I dle Line

I ntercom Dial Tone

Use this feature to determ ine the type of dial tone that the system provides at an extension. I t m ay benecessary to change this set t ing to Machine (outside line) dial tone for an autodialing device, such as a fax orm odem , that has t rouble m aking calls. For exam ple, if you have a m odem that checks for outside line dial tonebefore dialing, use this procedure to change from Regular to Machine dial tone.

I ntercom Manual Dialing

Users can m ake an internal call to another extension by r inging it (dialing its extension num ber) or voicesignaling the extension by prefixing the extension num ber with a * .



Line Coverage Extension

Use this feature to ident ify an extension as the “owner” of a specific outside line, so the extension can act ivateCall Coverage or VMS Cover for that line.

Line Ringing Options

This feature specifies the opt ions: I m m ediate Ring, Delayed Ring or No Ring for incom ing calls on a lineappearance program m ed on the extension.

Log All Calls


Message Alert Notification

Message Alert Not ificat ion allows any ETR or Digital telephone, program m ed with Auto I ntercom but tons, to seewhich users have new m essages wait ing in their m ailbox.

When the Message Alert Not ificat ion but ton is pressed, the DSS/ BLF but tons program m ed on the user’stelephone will display a flashing red LED when the associated user has new voice m ails wait ing.

This feature m ay be left on at all t im es or deact ivated by pressing the Message Alert but ton again.

Music on Hold

Connect an audio source to the Music-On-Hold port on the processor m odule so that a caller hears m usic whenplaced on hold when the Music-On-Hold feature has been act ivated.

Network Time Synchronization

Use this feature to specify whether you want to synchronize the system clock with the network t im e deliveredby your service provider over Caller I D. I f Network Tim e Synchronizat ion is set to Act ive, the system will usethe network t im e provided by your service provider; if it is set to Not Act ive, the system will use the t im eprovided by its system clock.

Night Service

When Night Service is on and a call com es in, all extensions in the Night Service Group r ing im m ediately,regardless of norm al Line Ringing set t ings.

One-Touch Transfer

This feature allows a user to autom at ically t ransfer a connected call with onetouch - - by pressing apre-program m ed Auto Dial I ntercom for the dest inat ion extension. (The Transfer but ton is not used.)

• The t ransfer is com pleted when the t ransferr ing stat ion goes on-hook, or touches the Transfer but tonor Complete soft -key.

• The user init iat ing the t ransfer is able to consult and com plete the t ransfer or blind t ransfer aftersuccessfully init iat ing a onetouch t ransfer.

The LEDs at the phone init iat ing the t ransfer, as well as other appearances of the call in the system , behave thesam e as if the user touched the Transfer but ton to init iate the t ransfer.

Paging Features

• Loudspeaker Paging - Users can init iate a call (either m anually dialed or intercom auto dialed) to anextension connected to an analog stat ion port that connects them to an external loudspeaker pagingsystem.

• Sim ultaneous Paging is a feature that pages both the external loudspeaker paging system (via thepaging port ) as well as voice signals all of the extensions in Calling Group 1.



PBX Mode

The system can operate in Key System m ode (default ) where all lines appear on all telephones; or can beadm inistered to operate in PBX-m ode. PBX-m ode provides 3 I ntercom but tons per telephone which work sim ilarto System Access but tons (provides intercom dial tone, d1al 9 to access an outside line) .

Note: On PARTNER ETR sets, the system provides 2 I ntercom but tons 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 r ing pat tern 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 stat ionport on the Com bo m odule; a port on the Phone-2, Phone-8 or Phone-16 m odule, or to an ETR port .

Privacy

Privacy prevents other users from joining on your call.

Recall

Use this feature to send a t im ed switch hook flash over the telephone line to “ recall” a new dial tone or toaccess certain cent ral office features, such as Call Wait ing or 3-way calling.

Redialing Features



• Last Num ber Redial (FEATURE 05) : Last Num ber Redial redials all digits dialed on the last outside callexcept account codes.

• On 1400 series telephones, there is a fixed Redial but ton, which allows you to scroll through andredial the last 20 num ber called from that telephone set ..

• Save Num ber Redial (FEATURE 04) : Saves into tem porary m em ory the last outside num ber (up to 28digits) dialed from a system telephone. Use this feature to save a num ber before you hang up on a busyor unanswered call. Once saved, the num ber can be redialed at any t im e. The num ber stays in m em oryunt il a different one is saved.

Remote Call Forwarding / Mobile Twinninng

There are two types of Rem ote Call Forwarding supported on PARTNER Version:

1. Rem ote Call Forw arding ( FEATURE 1 1 ) allows a user to send internal and external calls dest inedfor a part icular extension to an external phone num ber (off the system ) over an analog t runk. Rem oteCall Forwarding will not alert the internal extension, but im m ediately sends the call out to thepredefined num ber.

2. Mobile Tw inning allows a user to send internal and external calls dest ined for a part icular extensionto an external phone. The call sim ultaneously r ings at the internal extension and receives theextension’s coverage ( including Voicem ail) t reatm ent if the call has not been answered. This feature isonly available on system s that have digital t runks (SI P, PRI / T1) .



Remote Access to the Built- in Modem

This feature allows for unat tended access to the built - in m odem (x76) by calling into the system :

– By a DI D num ber, or

– By t ransferr ing to the m odem via the Autom ated At tendant .

When an Autom ated At tendant Selector code with the "Transfer To Num ber" act ion has the m odem as itsdest inat ion, the system will t ransfer the call to the built - in m odem .

Ring on Transfer

This is used to specify what the caller hears while they are being t ransferred. I f Ring on Transfer is set toAct ive, callers hear r inging while they are being t ransferred; if it is set to Not Act ive callers hear beeps or Musicon Hold if this is act ivated and a m usic source is connected to the system .

Ringing Line Preference

When an extension is on-hook and the extension is r inging, the user sim ply goes off-hook to answer the calland is autom at ically connected to the r inging call. I f m ore than one call is alert ing, the system autom at icallyconnects the user to the longest r inging call.

SD Card Start-up / Shut Down via TUI

A new TUI com m and is provided to shut down and restart the system SD card slot and the opt ional SD cardslot , without shut t ing down the ent ire system . This allows for rem oval and reinstallat ion of the system SD andopt ional SD cards.

Speed Dial Options

The system supports the following types of Speed Dialing:

• Personal Directory - 1 4 0 0 and 9 5 0 0 Telephones only

Each user can store up to 20 frequent ly-dialed nam es and num bers in their extension. Personal Directorynum bers can be dialed quickly by pressing CONTACTS and dialing the first few let ters of the person’s nam e.Personal Directory num bers program m ed for a part icular 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 frequent ly-dialed num bers (no nam e) in their extension. Personal Speed Dialnum bers 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 num bers program m ed for apart icular 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 num ber.

• System Speed Dial – 1 4 0 0 and 9 5 0 0 Telephones only

System Speed Dialing is a shared list of up to 100 frequent ly-dialed nam es and num bers (FEATURE 600 –699) . All users on the system m ay use these num bers by pressing CONTACTS and dialing the first few let tersof the party’s nam e.

• System Speed Dial (FEATURE 600 – 699) – ETR and Analog Telephones only.

System Speed Dialing is a shared list of up to 100 frequent ly-dialed num bers (no nam e) up to 28 charactersin length. All users on the system m ay dial a System Speed Dial num ber by pressing FEATURE (or # atintercom dial tone on a single- line telephone) and the three digit speed dial code, from 600 through 699

Station Lock / Unlock

Stat ion Lock helps to prevent unauthorized people from m aking outside calls from extensions. Users enter afour-digit code on their telephone dialpad to “ lock” your extension. To unlock the phone, the user enters theident ical code.



Station Message Detail Reporting (SMDR)

SMDR is a call report ing feature that provides records of call act ivity. I t is com m only used in m any 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 departm ent .

• Reduce telephone costs by ident ifying the need to change telecom m unicat ions services

• Print Caller I D inform at ion.

The output is generally sent to a PC running an opt ional Call Account ing software package.

System Groups

Norstar Version supports the following types of groups:

• Pickup Groups (4 Groups) When a call r ings at an extension assigned to a Pickup Group, a user at any other extension in thesystem can answer the r inging call by dialing the Pickup Group code. The Pickup Group feature helpswhen a user needs to answer calls on lines or pools not assigned to his or her telephone.

• Calling Groups (4 Groups) A Calling Group is a group of extensions that can be called at the sam e t im e. Any user in the system canring or page all extensions in a Calling Group at the sam e t im e or t ransfer a call to a Calling Group. Thefirst extension to pick up the call is connected to the caller. A typical use of this feature is to have callersr ing into a Calling Group of sales representat ives, or to create a “Page All” group.

• Hunt Groups (6 Groups) When extensions are in a Hunt Group, an incom ing call searches or “hunts” for the first availableextension.

• Night Service Group (1 Group) When Night Service is act ivated and a call com es in, all extensions assigned to the Night Service Groupring im m ediately, regardless of norm al Line Ringing set t ings.

System Password

Allows you to define a four-digit password that users can enter from system telephones to overr ide dialingrest r ict ions ( if the extension has access to an outside line) or turn Night Service on and off. Not available onanalog telephones.

Transfer / Transfer Return

You can t ransfer calls to an extension or group using the TRANSFER but ton on a system telephone or theswitchhook on a single- line telephone.

Transferred calls return to the or iginat ing extension if they are not answered. You also can program the num berof t im es a t ransferred call r ings before it returns to an extension.

Transfer Return to a Programmable Extension

This feature provides an opt ion to re- route unanswered t ransferred calls to an alternate extension.

– Program m able on a per extension basis.

– The exist ing System Program m ing opt ion, Transfer Return Rings, will be used to indicate

when t ransferred calls are returned to the Transfer Return extension.

I f a call is routed to a t ransfer return extension and there are no available intercom appearances to term inatethe call, the call will cont inue to alert at the t ransfer dest inat ion unt il the t ransfer return extension becom esavailable.

The default value for each t ransfer return extension is its own extension.



Unique Line Ringing (# 209) / Override Line Ringing

This feature allows users to different iate by sound which line is r inging by assigning a r ing pat tern to it . Once aring pat tern is assigned to a line, incom ing calls on that line r ing with the assigned r ing pat tern.

– 8 r ing pat terns are available.

– Unique Line Ringing does not apply to DI D calls because the channel used is not guaranteed.

– The default is pat tern 1.

I f the Overr ide Line Ringing feature is act ive, then incom ing calls on a line that r ing at an extension r ing withthe configured extension r ing pat tern.

Visual Voice Messaging

Supported on 1400 and 9500 digital telephones only. Allows the user to m anage their voice m ail m essages viatheir display. Features supported include:

• access new / old / saved m essages.



• pause m essage.




• change m essage status from old / saved to New.

Voice Mail Options

• Bypass Greet ing

– After a call goes to an extension's voice m ailbox, the caller can press the 1 key to bypass

the m ailbox greet ing and begin recording a m essage.

• Change Message Status to New ( * 0 6 )

– This feature provides the abilit y to change the status of a m essage from Old or Saved to

New .

– Users can dial * 06 at any t im e after the Old or Saved m essage begins to play through

the 3 second pause after the caller inform at ion port ion of the m essage.

• The m essage is m oved to the queue of New m essages.

– When a m essage is m arked as New , the system does not init iate a new Voicem ail to

Em ail m essage, but the extension's m essage wait ing light is illum inated.

• Choice of Language ( English / French / Spanish)

– Each Auto At tendant can have a pr im ary language assigned to it . The language applies

to the pre- recorded greet ings and prom pts available to that Auto At tendant .

– This overr ides the system language set t ing.

– The per-extension Display Language set t ing will also overr ide the system language and

change all the displays, pre- recorded greet ings, and prom pts to the chosen language.

• End of Recording opt ions

o When a caller has finished leaving a m essage in an extension's m ailbox, the caller can touch the #

key to signal the end of recording of the m essage.

o I f the m essage is less than 3 seconds, the system will play the following prom pt : "Message too

short . Deleted. Goodbye."

o I f the m essage is longer than 3 seconds, the system will play the following prom pt : "Your

m essage has been sent . Goodbye."

• Outcalling Not ificat ion

o I f you use the Outcalling opt ion, Em bedded Messaging will call the num ber which you have

program m ed to signal that a new m essage has arr ived in your m ailbox.

§ Each user can have 1 num ber program m ed for outcalling not ificat ion.



§ The system will m ake up to 3 at tem pts ( in 5-m inute intervals) to contact the user.

§ After 3 at tem pts, outcalling not ificat ion will cease unt il another new voice m essage arr ives.

• Phantom Mailboxes

o Provides voice m ailbox support for all extensions (10-57) , without requir ing the physical hardware

to be present . Extensions without hardware are called phantom extensions.

§ Note: Ports 7 and 8 of an ETR-6 m odule can be used for phantom extensions even thoughyou cannot plug a phone into them .

o Calls to a phantom extension go direct ly to voice m ail.

§ DTMF breakout service can be used to t ransfer the call.

o Phantom voice m ailboxes:

§ Default like a norm al m ailbox.

§ Can be accessed rem otely if the rem ote access feature of the m ailbox is enabled.

§ Voicem ail to Em ail can be act ivated for a phantom m ailbox via the Sim plified Manager.

VMS Cover

Allows you to turn VMS Cover on and off, rout ing unanswered intercom and t ransferred calls for usersextensions to the Call Answer Service of the voice m essaging system after the specified num ber of r ings.

VMS Cover Ring I nterval

Allows you to define the num ber of t im es a call r ings before it is sent to a user’s voice m ailbox.

VMS Hunt Delay

Allows you to determ ine when outside calls should be answered by the Autom ated At tendant of the voicem essaging system . You can set the system for any num ber of r ings, 0–6. Assigning m ore r ings gives theoperator an opportunity to answer calls before they go to the Autom ated At tendant .

VMS Hunt Delay is program m able on a per- line basis. I n addit ion, you can program this feature so that calls canbe handled one way during the day and a different way when the system is in Night Service.

VMS Hunt Schedule I nterval

Allows you to determ ine when outside lines are covered by the Autom ated At tendant . Opt ions include all thet im e, only during Day operat ion (Night Service is off) , or only during Night operat ion (Night Service is on) .

Voice Mailbox Transfer - Direct

Allows you to t ransfer a call direct ly into a users voice m ailbox without r inging their extension.

Voice Messaging

The PARTNER Version has Em bedded Voicem ail included in the system . All extensions are autom at icallyassigned a m ailbox.

Em bedded Voicem ail also provides:

• A 2-port , single level Autom ated At tendant

• Separate Morning, Afternoon, Evening and Out of Hours m enu greet ings with t im e profiles

• Dial by Nam e capabilit y

• Variable hours of storage:




• Up to 3 m inutes per m essage



• Fast Forward, Rewind, Replay and Skip capabilit y

• Voice Mail to e-m ail capabilit y

• Rem ote m essage ret r ieval

• 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 thescheduled t im e.

– Wake Up calls r ing for approxim ately 30 seconds (and overr ides DND) .

– I f the target extension is busy on a call or has an alert ing call, the Wake Up call is delivered to the

phone as an intercom call.

– I f the Wake Up call is answered, the user will hear Music On Hold if it is act ive; otherwise, they will

hear silence.

– I f the Wake Up call is not answered, the system will m ake a 2nd

at tem pt 5 m inutes later.

• I f the call is not answered after the 2nd

at tem pt , then the Wake Up call is abandoned.

– A scheduled Wake Up call occurs once in a 24 hour period.

Application Programming I nterface (TAPI )

Applicat ion Program m ing I nterface (TAPI ) allows new and exist ing server-based applicat ions from Avaya’sDeveloper Connect ion (DevConnect ) program to work with and enhance the operat ion of the PARTNER Versionsystem . The current requirem ent is to support a screen pop type applicat ion called “Pickup I P” which is alsosupported on I P Office.

The TAPI API only supports 1st Party TAPI applicat ions.

System Programming Procedures


# 1 0 1 System Date # 3 2 1 VMS Cover Rings

# 1 0 3 System Tim e # 3 2 2 Rem ote Call Forwarding

# 1 0 4 Num ber of Lines # 3 2 3 Personalized Stat ion Ringing

# 1 0 5 Transfer Return Rings # 3 9 9 Copy Set t ings

# 1 0 7 Recall Tim er Durat ion # 4 0 1 Outgoing Call Rest r ict ion

# 1 0 9 Outside Conference Denial # 4 0 2 Toll Call Prefix

# 1 1 9 Ring on Transfer # 4 0 3 System Password

# 1 2 3 Backup Program m ing—Automat ic # 4 0 5 Disallowed List Assignm ents

# 1 2 4 Backup Program m ing—Manual # 4 0 6 Em ergency Phone Num ber List

# 1 2 5 Restore Program m ing # 4 0 7 Allowed Phone Num ber Lists

# 1 2 6 Autom at ic Daylight / Standard Tim es # 4 0 8 Allowed List Assignm ents

# 1 2 7 Hold Rem inder Tone # 4 0 9 Forced Account Code List

# 1 2 8 Network Tim e Synchronizat ion # 5 0 1 Pickup Group Extensions

# 2 0 3 Hold Disconnect Tim e # 5 0 2 Calling Group Extensions

# 2 0 5 Direct Extension Dial Lines # 5 0 3 Night Service But ton

# 2 0 6 Group Call Dist r ibut ion # 5 0 4 Night Service Group Extensions

# 2 0 8 Line Coverage Extension # 5 0 5 Hunt Group Extensions

# 3 0 1 Line Assignm ent # 5 0 6 VMS Hunt Delay

# 3 0 3 Display Language # 5 0 7 VMS Hunt Schedule

# 3 0 4 Autom at ic Extension Privacy # 6 0 1 Fax Machine Extensions

# 3 0 5 Abbreviated Ringing # 6 0 2 Music-On-Hold

# 3 0 6 Transfer Return Extension # 6 0 3 Hot line

# 3 0 7 Forced Account Code Ent ry # 6 0 4 Doorphone Extension 1

# 3 0 8 Dist inct ive Ring # 6 0 5 Doorphone Extension 2

# 3 0 9 I ntercom Dial Tone # 6 0 6 Doorphone Alert Extensions

# 3 1 0 Autom at ic VMS Cover # 6 1 0 SMDR Output Form at




# 3 1 1 External Hot line # 6 1 2 Contact Closure Group

# 3 1 6 Call Wait ing # 6 1 3 Contact Closure Operat ion Type

# 3 1 7 Caller I D Log Answered Calls # 6 1 7 Loudspeaker Paging Line

# 3 1 8 Caller I D Call Log Line Associat ion # 7 2 8 System Reset—Program m ing Saved

# 3 2 0 Call Coverage Rings # 7 3 0 Rem ote Adm inist rat ion Password

Centralized Telephone Programming

Extensions 10 and 11 can program other extensions on the system from their telephones.



Chapter 4. IP Office Platform



4. I P Office PlatformI P Office is a m odular com m unicat ions solut ion that scales from 2 to 384 extensions on a single plat form . I POffice supports up to 32 sites and 1000 users in a m ult i-site network with resilient and redundant capabilit ies. I tprovides a hybrid PBX with both Tim e Division Mult iplexing (TDM) and I P telephone and t runk support that canbe used in either m ode or both concurrent ly. I P Office has data capabilit ies built in, providing I P rout ing,switching and firewall protect ion between LAN and WAN (LAN2) . I P Office has a web based applicat ions suitethat delivers contact center report ing, voice and em ail m essaging, I nteract ive Voice Response, conferencing andcom puter telephony integrat ion.

I P Office solut ions are built from hardware units and applicat ion software. Hardware provides the connect ivityfor voice and data circuits and processor units for the solut ion software. Each I P Office solut ion will require asystem cont rol unit ( I P500 V2) , t runk connect ions to service provider, and expansion m odules for TDMtelephone cabling. I P Telephones connect over LAN connect ions to the I P Office solut ion.

With Release 7.0, new Digital Stat ion m odules will be available support ing select Nortel digital telephones. Thenew DS m odules will support RJ21 connectors on the telephone stat ion side. Enhanced support for select NortelI P telephones will be available with Release 7.0. Refer to the hardware sect ion later in this docum ent .

I P Office Control Unit

The I P500 V2 cont rol unit is com pat ible with all I P500 base extension and Voice Com pression Modules (VCM)cards as well as all external I P500 expansion m odules.

I P500 V2 is a stackable unit with an opt ional 19" rack m ount ing kit and an opt ional wall m ount ing kit forsm aller configurat ions. The cont rol unit provides:

• 4 slots to house a m ixture of extension cards and VCM cards:

• Digital Stat ion 8 card. Support ing I P Office digital telephones

• TCM8 Stat ion card support ing select Nortel digital telephones ( I P500 V2 cont rol unit only)

• Phone 2 and Phone 8 cards

• VCM32 and VCM64 cards

• 4-Port Expansion card

• ETR6 port phone card ( I P500 V2 only, North Am erica only)

• Com binat ion Card with 10 VCM channels, 4 analog t runks, 6 Digital Stat ion (DS) and 2 Phone ports( I P500 V2 only)

• Com binat ion Card with 10 VCM channels, 2 BRI t runk interfaces (4 channels) , 6 Digital Stat ion (DS)and 2 Phone ports ( I P500 V2 only)

• Opt ional t runk card support :

• Analog Trunk Module 4 card

• BRI 4 and BRI 8 cards (2 x 2B+ D and 4 x 2B+ D channels respect ively)

• Single and Dual Universal PRI cards

• I P500 Legacy Card Carr ier: this card allows up to two I P400 Trunk or VCM Cards to be used with theI P500 cont rol unit

• I P500 V2: 2 Slots for SD cards (System and opt ional) – System SD card is required for system operat ionas well as licensing of opt ional features and storage for em bedded voicem ail in Essent ial Edit ion.

• 9-pin RS232 DTE Port for m aintenance.

• Support for up to 12 I P500 Expansion Modules:

• Phone m odules (16, 30)

• Digital Stat ion m odules (16, 30) support ing I P Office telephones with RJ45 connector

• Digital Stat ion m odules (16A, 30A) support ing Nortel telephones with RJ21 connector ( I P500 V2cont rol unit only)

• Analog Trunk Module 16

• ΙP500 So8 m odule

• I P400 expansion m odules (not WAN3 10/ 100 or Network Alchem y m odules)

• External output socket support ing two relay on/ off switch ports, e.g. for door ent ry system s



• Audio input port for external m usic on hold source

• 48 Data channels

• Up to 40 VoiceMail Pro ports

• Two 10/ 100 switched Ethernet ports (Layer 3)



I P500 Base Cards

The I P500 cont rol unit has 4 slots for the insert ion of cards. These cards can be divided into two types; basecards and t runk cards. Base cards include a front panel and ports for cable connect ions. Trunk cards can beadded to a base card in order to provide addit ional facilit ies ( typically t runk connect ions) .

The following base cards are available:

• I P5 0 0 Digita l Stat ion 8 Card (Maxim um 3)

• I P5 0 0 Digita l TCM Stat ion 8 Card (Maxim um 4)

• I P5 0 0 Analog Phone 2 Card and Phone 8 Card (Maxim um 4)

• I P5 0 0 VCM Card (Maxim um 2)

• I P5 0 0 4 - Port Expansion Card (Maxim um 1)

• I P5 0 0 Legacy Card Carr ier (Maxim um 2)

• ETR 6 Port Phone Card (Maxim um 3, I P500 V2 only)

• Com binat ion Card w ith 4 Analog Trunks (Maxim um 2, no t runk card, I P500 V2 only)

• Com binat ion Card w ith 2 BRI Trunks (Maxim um 2, no t runk card, I P500 V2 only)

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86

89

90

90

88

88

89





I P5 0 0 Digita l Stat ion 8 Card

This card provides 12 RJ45 ports. The first 8 ports are DS ports for the connect ion of Avaya digital telephonesother than I P telephones. The card can be fit ted with an I P500 t runk card, which then uses the addit ional 4RJ45 ports for t runk connect ions.

A variant of the digital stat ion card, Digital Stat ion TCM8, supports select Nortel digital telephones. Refer toTelephone sect ion for details.

• This card accepts one I P500 t runk card of any type.

• This card supports selected Avaya 2400, 5400 and 6400 Series telephones, plus T3 telephones(EMEAonly) and 3810 wireless telephones (North Am erica only) .

• 4400 Series telephones (4406D, 4412D and 4424D) are not supported on this card, only on DigitalStat ion expansion m odules. Therefore a m axim um of 360 x 4400 Series telephones are supported in thesystem.

I P5 0 0 Analog Phone 2 Card

This card provides 2 analog extension ports (1-2) for the connect ion of analog telephones. The card can befit ted with an I P500 t runk card, which then uses the last 4 RJ45 ports (9-12) for t runk connect ions.


I P5 0 0 Analog Phone 8 Card

This card provides 8 analog extension ports for the connect ion of analog telephones. The card can be fit ted withan I P500 t runk card, which then uses the addit ional 4 RJ45 ports for t runk connect ions.

• This card accepts one I P500 t runk card of any type. When fit ted with an Analog Trunk card, it provides asingle power- fail port .





I P5 0 0 ETR 6 port Phone CardThis card provides 6 ETR ports for the connect ion of ETR 6/ 18/ 34 D, Euro-Style and Refresh digital telephonesas well as 3910/ 3920 wireless telephones. The card can be fit ted with an I P500 t runk card, which then uses theaddit ional 4 RJ45 ports for t runk connect ions. A m axim um of three of these cards is allowed in the I P500 V2chassis.

This card

• accepts one I P500 t runk card of any type. When fit ted with an Analog Trunk card, it provides a singlepower- fail port .

• works in I P500 V2 only.

• is only supported by the I P Office Essent ial Edit ion - PARTNER Version (please see chapter 1b) .

I P5 0 0 Com binat ion Card w ith 4 Analog TrunksThis card works in the I P500 V2 only and provides:

• 4 Analog t runk ports.

• 2 Analog extension ports for the connect ion of analog telephones.

• 6 Digital Stat ion (DS) ports for the connect ion of Avaya digital telephones.

• 10 VCM channels to support I P telephones or voice networking.

This card already includes an I P500 t runk card, therefore no addit ional t runk card is possible. I t provides asingle power- fail port (either port 7 or port 8) . A m axim um of two of these cards is allowed in the chassis.



I P5 0 0 Com binat ion Card w ith 2 BRI t runksThis card works in the I P500 V2 only and provides

• 2 BRI t runk ports (4 channels) .

• 2 Analog extension ports for the connect ion of analog telephones.

• 6 Digital Stat ion (DS) ports for the connect ion of Avaya digital telephones

• 10 VCM channels to support I P telephones or voice networking

This card already includes an I P500 t runk card, therefore no addit ional t runk card is possible. it provides asingle power- fail port (either port 7 or port 8) . A m axim um of two of these cards is allowed in the chassis.

I P5 0 0 VCM Card

This card provides voice com pression channels for use with VoI P calls, SI P t runks and I P-based voicenetworking. The m odule is available in variants support ing 32 or 64 channels.

The m axim um num ber of voice com pression channels supported, using I P500 VCM base cards, Com binat ionCards and / or I P400 VCM cards on I P500 Legacy Card Carr iers, is 148.

Please note, the m axim um num ber of channels which m ay be used on each I P500 VCM card varies according tothe codec used, as shown in the following table.

Maxim um VCM channels available, by codec type:

VCM 3 2

Card

VCM 6 4

Card

Com binat ion

Card

G.7 1 1 32 64 10

G.7 2 9 30 60 10

G.7 2 3 22 44 10


For m ore details about VCM channel requirem ents please refer to I P Telephony . 232



I P5 0 0 4 - Port Expansion Card• This card provides connectors for 4 addit ional expansion m odules.

• The 4-port expansion card m ust be inserted in slot 4 of the cont rol unit .

• I t is not possible to connect a t runk card to the 4-port expansion card.

I P5 0 0 Legacy Card Carr ier

This card allows a variety of I P400 t runk or VCM cards to be used with the I P500 cont rol unit . The front of thecard includes a num ber of panels that can be snapped off to m atch the ports available when an I P400 t runkcard is fit ted.

• This card does not accept any I P500 t runk cards.

• The I P500 cont rol unit can accept up to 2 I P400 t runk or VCM cards by m ount ing each card on an I P500Legacy Card Carr ier

• This card supports the following I P400 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



I P500 Trunk Cards

I P500 t runk cards can be fit ted to exist ing I P500 base cards to provide support for t runk ports. The t runk carduses the ports provided on the base card for cable connect ion. The addit ion of an I P500 t runk card issupported on I P500 Digital Stat ion, I P500 Analog Phone and I P500 VCM base cards. They are not supported onthe I P500 Legacy Card Carr ier base card.

For those base cards that support t runk cards, there are no rest r ict ions on the com binat ion of card types.However in system s with both Analog Phone 8 base cards and analog t runk cards, com bining the two types arerecom m ended as it then provides analog power failure support for one t runk/ extension (Not applicable to theAnalog Phone 2 base card) .

Each t runk card is supplied with the spacer pegs required for installat ion and a label to ident ify the card'spresence on the physical unit once installed.

• I P5 0 0 Analog Trunk Card (Maxim um 4) .

• I P5 0 0 BRI Trunk Card (Maxim um 4) .

• I P5 0 0 Universal PRI Trunk Card (Maxim um 4) .

I P5 0 0 Analog Trunk Card

This card can be added to an I P500 Digital Stat ion card, I P500 Analog Phone base card, or I P500 VCM card. I tallows that card to then also support 4 analog loop-start t runks. Only one analog V.32 m odem is supported ona system .

• When fit ted to an I P500 Analog Phone 8 base card (not Phone 2) , the com binat ion supports 1 powerfailure extension to t runk connect ion.



I P5 0 0 BRI Trunk Card ( Euro I SDN)

This type of card can be added to an I P500 Digital Stat ion card, I P500 Analog Phone card, TMC8 card or I P500VCM card. I t allows that card to then also support up to 4 BRI t runk connect ions, each t runk providing 2B+ Ddigital channels. The card is available in 2 port (4 channels) and 4 port (8 channels) variants.

The ports on I P500 BRI cards can be individually configured to operate as an S- interface (S0 m ode) . When setas an S interface the set t ings for the Line will be exact ly the sam e as for a circuit on an So8 Expansion Module.

• These t runks support the m obilit y features of Mobile Call Cont rol and one-X Mobile client .

I P5 0 0 Universal PRI Trunk Card

This type of card can be added to an I P500 Digital Stat ion card, I P500 Analog Phone card, TMC8 card or I P500VCM card. I t allows that card to then also support pr im ary rate digital t runk connect ions. Available in single anddual versions the I P500 PRI card provides single and dual pr im ary rate t runk interfaces respect ively. The PRI isconfigurable for T1, E1 or E1R2 MFC use depending on the terr itory.

Details of the supported I SDN supplem entary services and protocols for each PRI are given in the 'Public andPrivate Voice Networks' sect ion.

The I P500 Universal PRI t runk cards incorporate an integrated CSU/ DSU. The CSU funct ion allows the t runk tobe put in loop-back m ode for test ing purposes. This can be set m anually, using the m onitor applicat ion, orautom at ically from a Cent ral Office sending a Line Loop Back (LLB) pat tern. The DSU funct ion allows the T1t runk to be shared between data and voice services.

Here is a sum m ary of the capabilit ies 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 T1channels or up to 30 E1 channels. The dual variant can support up to 48 T1 channels or 60 E1 channels.

• On each card, 8 channels per interface are enabled by default . This m eans that the single PRI has 8channels enabled, while the dual PRI has 16 channels enabled. Further channels m ay be enabled by thepurchase of addit ional licenses in 2-channel or 8-channel increm ents.

• The I P500 PRI t runk card works on any I P500 VCM or extension base card (not the Legacy Card Carr ier) .

• Up to four Universal PRI cards can be installed in any com binat ion in the I P500 or I P500 V2 chassis.

• Diagnost ics capabilit ies:

• Visual indicators to show service state

• Physical test points to m onitor t raffic.

• These t runks support the m obilit y features of Mobile Call Cont rol and one-X Mobile client .

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External Expansion Modules

Each of these m odules m ay be used with the I P500

• I P5 0 0 Phone Expansion Module

Available in two variants for 16 or 30 analog extensions with calling line presentat ion.

• I P5 0 0 Digita l Stat ion Expansion Module

Available in two variants for 16 or 30 digital extensions for Avaya series digital telephones or selectNortel digital telephones (Digital Stat ion 16A and Digital Stat ion 30A variants used with Nortel telephoneswith I P Office Release 7.0)

• I P5 0 0 Analog Trunk 1 6 Expansion Module ( US version only)

Provides 16 analog loop start or ground start t runks, with power failover of two t runks.

I P500 Analog Trunk 16 Module

This expansion m odule provides an addit ional sixteen Loop Start or Ground Start two-wire analog t runks.(Ground start t runks are not available in all terr itor ies) The first two t runks on the m odule which areautom at ically switched to power fail sockets on the rear of the unit in the event of power being interruptedm ust be loop start for correct power fail operat ion.

For installat ions in a rack, this m odule requires the I P500 Rack Mount ing Kit . The I P500 Analog Trunk 16Module is funct ionally ident ical to the I P400 Analog Trunk 16 Module.

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I P500 Digital Station Module

This expansion m odule provides addit ional Digital Stat ion (DS) ports for selected Avaya 1400, 2400, 4400,5400, 9400, 9500, 6400, T3 (EMEA only) Series telephones and 3810 wireless telephones (North Am ericaonly) . The I P500 Digital Stat ion m odule is available in several variants; 16 or 30 extensions, support ing I POffice telephones with RJ45 connectors and support ing Nortel telephones with RJ21 connectors. Refer to theTelephone sect ion for Nortel phone support .

For installat ions in a rack, this m odule requires the I P500 Rack Mount ing Kit . The I P500 Digital Stat ion Moduleis funct ionally ident ical to the I P400 Digital Stat ion V2 Module.

• Telephones can be located up to 3280 feet (1km ) from the cont rol unit . For extensions located "out -of-the-building" addit ional line protect ion will be needed. For m ore inform at ion on cabling and out ofbuilding guidelines, see the I P Office I nstallat ion Manual.

• For system s where Direct Stat ion Select (DSS) Units are being used, I P Office supports a m axim um of:

• BM3 2 : (1616) Up to 32 DBM32s supported (32 but tons each, up to 1024 but tons) .

• DSS4 4 5 0 : (4412D+ , 4424D+ ) Up to 8 DSS4450 m odules per system (m axim um of 2 per DS expansion m odule) (50 but tons each,m ax 400 but tons) .

• DBM3 2 : (1416)Up to 32 DBM32s supported (32 but tons each, up to 1024 but tons) .

• BM1 2 : (9508 digital; 9608 and 9641 I P telephones)

Up to 36 but tons supported per telephone (3xBM12) , up to 1024 but tons per system ) system

• EU2 4 / EU2 4 BL: (4620, 4621, 5420, 5620, 5621/ 4620, 4621, 5620, 5621) Up to 8 EU24s per system (24 but tons each, m ax 196 but tons) .

• SBM2 4 : (9630G, 9640, 9640G, 9650, 9650C) Up to 42 SBM24 per system (24 but tons each, up to 1008 but tons) .

• T3 Series: (All T3 telephones)

Up to 30 T3 DSS m odules supported. (36 but tons each, up to 1080 but tons) . T3 DSS but tons arenot included in the overall system lim it for addit ional but ton m odule but tons.

See the Telephones Sect ion for specific lim its on the num ber of each type of telephone supported on DSmodules.

98



I P500 Phone Expansion Module

This m odule provides addit ional analog telephone interfaces:

• Two Wire.

• DTMF signaling (No rotary or Loop Disconnect ) .

• Tim e Break Recall (No Earth Recall) .

• Caller I D capable.

• Message Wait ing I ndicat ion (MWI ) capable - High Voltage, Pulsed High Voltage, Line Reversal.

The I P500 Phone m odule is available in 2 versions, giving 16 or 30 extensions. Telephones can be located up to3280 feet (1km ) from the cont rol unit . For extensions located "out -of- the-building" addit ional line protect ion willbe needed. For m ore inform at ion on cabling and out of building guidelines, see the I P Office I nstallat ion Manual.

• I P Office Phone Modules provide support for a variety of analog MWI m ethods. These m ethods are 51VStepped, 81V, 101V and Line Reversal.

• Each analog port can support a device of m axim um 1 REN.

• On analog ports, call inform at ion is sent while the phone is r inging, and cannot be updated during a callor set on an outbound call ( the phone m ay do a local m atch but this is not cont rolled by the I P Office) . The prim ary purpose of displays is to give inform at ion about incom ing calls. Where the Caller Displaystandard chosen supports the delivery of text (extension nam e) as well as the num ber, both aredelivered.

• An analog extension port can be set for external Paging operat ion. I t does not operate like a norm alextension and is connected to external equipm ent through an isolat ion device. The Port will always bebusy so it cannot be called direct ly and can only be accessed by using a paging feature. When notreceiving a Page, the port will rem ain silent . When being paged, the page tone is sent before the speechpath is opened.



Chapter 5. Telephones



5. TelephonesThe r ight phone for the User:

With a wide choice of desktop telephones, support ing both digital and I P interfaces, Avaya I P Office has alwaysthe r ight phone for a user. The port folio is further enhanced with solut ions for in-building wireless m obilit y, bothusing DECT and WI FI technology as well as The I P Office Video Softphone.

There is an easy way to select the r ight phone for your custom er:

1) Decide on phone line: Cost efficient value line, key cent r ic with paper labels? Or easy to m aintain selflabeling telephones, for custom ers where low TCO is im portant and installat ion and upgrading cost area concern

2) Decide on I nterface: Forward looking I P telephones for a Voice ready I P network? Or m ore t radit ionaldigital telephones, e.g. twisted pair cabling? Avaya gives the choice, while m aintaining a consistentuser interface and consistent funct ionality across both lines.

3) Decide in User profile: What role does the user have? I s he an everyday user, needing a standardphone workhorse? Or does he – e.g. as a m anager – have to handle m any calls? The User profiles givean easy way to get the r ight phone in each category for each person.

Key- driven telephones for the cost - sensit ive custom erThe 1600 I P phone and 1400 digital telephones are classical, cost effect ive Telephones designed especiallyaround the needs of the Sm all and Mid-Size Business custom er. Keys with clear red and green LEDs m akeaccess to lines and feature a breeze. These telephones are especially well suited for cost sensit ive custom ers aswell in scenarios where “key-system - funct ionality” is needed. They provide an easy m igrat ion path for usersthat have been accustom ed to e.g. the 4400 line or the PARTNER line of digital telephones.

Paperless telephones for fast installat ion and cost efficient changes:The new 9600 I P telephones, as well as the 9500 Digital telephones are especially welcom ed where a low costof ownership is im portant . All telephones are equipped with paperless keys, m aking it easy to change featuresand but ton assignm ents from rem ote. Shift / page but ton allows access to a large num ber of lines or featuresthat are shown dynam ically in the display, m aking access to I P Office funct ionality easy while providing a clean,sim ple to use userinterface.

Speakerphone opt ions



Full-duplex speakerphone opt ions are available for people that need a high quality personal speakerphone. Allspeakerphones are for personal use for one or two people sit t ing in front of the phone, not for agroup-conferencing with people surrounding the phone.

Access to telephones everyw here in and I P Office Netw ork ( SCN) :With support of hotdesking across a large line of telephones, I P Office telephones are perfect in an environm entwhere people change their workplace regular ly. With a sim ple login, users can m ake any telephone, digital orI P, their personal extension. This works not only in a single I P Office but also across a Mult i-Site Network (SmallCom m unity Network) , m aking t raveling from one com pany site to another a breeze.

Even bet ter, on 9600, 1600 and 1400 telephones, this funct ionality has been further enhanced by providing acent ralized call log, directory and personal set t ings. When hotdesking to a different phone, call- logs anddirectory are instant ly updated and synchronized over the network, elim inat ing e.g. lost calls as the call log wasnot available at a rem ote site.

The r ight phone for every user:Avaya I P Office Desktop telephones are designed to m eet typical user needs in the sm all and m id businessmarket :

• W alk Up

Telephones in com m on areas like a m eet ings room , lobby or store. The telephones are norm ally used bycasual users that walk-up to a phone where they m ake a quick phone call. Norm ally, no sophist icatedfeatures are needed.

• Exam ple user: Custom er, Visitor, Meet ing room phone.

• Everyday

Users that need a phone on their desk as part of their everyday job. While having a phone is im portant ,the phone is just another tool on the desk for users using several alternat ive com m unicat iontechnologies.

• Exam ple user: Engineer, Accountant .

• Recept ionist / Assistant

A typical user m anages a lot of calls, often as a significant part of their job. I n m any cases they alsom anage calls for others users and need to be efficient in connect ing callers to the r ight people.

• Exam ple user: Execut ive Assistant , Recept ionist .

• Execut ive

For these users, handling a lot of calls is essent ial and they are constant ly on the phone. Quite often,they handle m ult iple calls; they m ust always be connected, even when m obile. They require a set of r ich,yet easy to use com m unicat ion capabilit ies.

• Exam ple user: Sales Execut ive, Banker, Lawyer, Project leader.

telephones for the different Usage categories:

• W alk Up: 1603, Digital: 1403

• Everyday: I P 1603SW (Basic Everyday) , 1608, 9608, Digital: 1408, 9504, 9508

• Recept ionist / Assistant : : I P 1616 opt ional with BM32, 9608 opt ional with BM12; 9621, 9641 withopt ional BM12, Digital: 1416 with opt ional DBM32 9508 with opt ional BM12,

• Execut ive: I P 9621, 9641, Digital: 9508 with opt ional BM12



9600 Series I P Telephones

Avaya one-X Deskphone is a fam ily of next generat ion I P telephones that delivers a new and uniquecom m unicat ions experience to dr ive increased product ivity.

The Avaya one-X Deskphone fam ily features an intuit ive user interface which helps to m ake users proficient andconfident in perform ing com m on telephone tasks such as set t ing up a conference call or com plet ing a t ransfer.With high quality audio it is m uch easier to hear and understand other people, which speeds business whilereducing fat igue and st ress. The Avaya 9600 Series Deskphones are built with future growth and enhancem entin m ind, with m any m odular add-ons that can be added as they are needed – protect ing investm ents andleading to im proved total cost of ownership. The new telephones also feature a very stylish and professionaldesign including support for custom ized display screen saver im ages and custom faceplates with com panylogos.

Com m on to all phones of the 9600 line on I P Office are two access m odes to im portant I P Office features:Features can be assigned to the line/ feature key of the telephone for easy and quick onetouch select ion of thefunct ionality giving users of other Avaya telephones a consistent userinterface.

I n addit ion the features can be accessed through a m enu, allowing quick access to seldom used features oreven funct ionality that is not adm inistered to a key. Sim ilar to m enus found on m obile and sm artphones, thisintuit ive, “ self-service” access frees the user from lim its im posed by the num ber of keys on a telephone andallows access to the vast funct ionality of I P Office.

The status indicat ion presents a clear view of im portant call set t ings like call forwarding num bers.

Visual Voice gives m enu access to the voicem ail m essages received by a user for quick ret r ieval of the m ostcr it ical inform at ion.

Personal and cent ralized directory access m akes calling a breeze. A cent ralized call log allows one- touchcall-back of m issed calls, and is fully synchronized with other Avaya I P telephones or the one-X Portalapplicat ion.

Full user m obilit y between different 9600 telephones, 1600 telephones and 1400 digital telephones supporthotdesking and user m obilit y between different telephones with access to all the features found on the ‘hom e’phone.

Custom ers are becom ing m ore aware of the need to conserve energy due to costs and environm entalconsiderat ions. The 9600 series telephones have best in class power perform ance with the 9620L m eet ing PoEClass 1, and all other m odels being Class 2, including the Gigabit versions. Over the life of a product thereduced power dem and of the 9600 series results in significant cost savings for custom ers when com pared toother com pet it ive offer ings that require m ore power, such as PoE Class 3 devices.

Please note that the 9 6 0 0 telephones as w ell as the 9 5 0 0 telephones are

supported on I P Office I P5 0 0 and I P5 0 0 V2 hardw are only!

9608 and 9611G

Note: The 9611 telephones will not be available at launch of I P Office Release 7.0 but will be m ade available ata later t im e. Please check availabilit y before offer ing to avoid m isunderstandings.

The two but ton-orientated m odels, the 9608 and 9611G, provide a m ore t radit ional user experience with dualcolor but tons on either side of the graphical displays. These are ideal for custom ers who are m igrat ing from at radit ional digital environm ent and desire to m ove to I P with m inim al change. As well as target ing m oret radit ional users, these m odels are suited for Everyday users who use voice as an elem ent within their businesscom m unicat ions but are not considered power users. The 9608 and 9611G m odels have 8 but tons around the display with 4 on the left and 4 on the r ight . Users canselect to display inform at ion in a single colum n with four rows or in two colum ns with four rows each,depending on their needs. I n two-colum n m ode, approxim ately thir teen characters can be displayed on a linein each colum n. The exact num ber depends on the language and the characters because the font includesvariable width characters. Avaya cont inues to focus on low power and these two m odels are both Power over Ethernet Class 1 (802.3af) .These telephones retain the indust r ial design of the other 9600 Series m odels. Please note that the powerrequirem ent and PoE class of the sets varies based on the configurat ion of connected interfaces such as but tonm odules. Both telephones are ready for future support of Wideband Audio on I P Office, giving a future proof investm entpath. Both m odels include full duplex handsfree support with a speaker and m icrophone. The 9608 and 9611G include support for a new 2 x 12 but ton m odule on which features, speed dials, br idged orindividual call appearances can be program m ed. The current 24 but ton m odule is also supported, but the 12and 24 but ton m odules cannot be interm ixed when connected to a single phone. A m axim um of 3 but tonm odules of either type can be connected to these Deskphones. Each m odel also includes one touch access to key applicat ions including Contacts, History and Hom e. Onetouch access to these core applicat ions sim plifies the user experience and elim inates the need to navigatethrough m enus to get to the m ost com m only used features. On top of that , when connected to I P Office these telephones will offer access to advanced I P Office featureslike Visual Voice Mail, I P Office Feature m enu or cent ralized storage for call log, system directory and personaldirectory. With that they offer full support of the hot -desking capabilit ies of I P Office.The 9611G includes a color screen. The 9608 has a m onochrom e display.



These m odels support a dual posit ion stand at approxim ately 40 or 60 . The display is fixed and is notadjustable like other 9600 Series I P Deskphones. The 9608 and 9611G do not support rem ovable faceplates.

Product Overview:

9 6 0 8 9 6 1 1 G

But tons 8 8

Adm inist rable but tons ( 3

pages)

24 24

Color No Yes

Display ( fixed) 3.8 inch / 9.7 cm 3.5 inch / 8.9 cm

Softkeys 4 4

Dual Posit ion Stand Yes Yes

I ntegrated Sw itch 10/ 100 10/ 100/ 1000

USB I nterface No Yes

W ideband Capability Handset , headset Handset , headset

Speaker Yes Yes

PoE Class ( base level) 1 1

Applicat ions But tons Contacts, Hom e, History,Message, Phone

Contacts, Hom e, History,Message, Phone

Other Keys Volum e, Mute, Headset ,Speaker

Volum e, Mute, Headset ,Speaker

5 W ay Navigat ion Cluster Yes Yes

Custom izable Faceplate No No

Maxim um But ton Modules( 1 2 and 2 4 but tons)

3 3

Note: Wideband current ly not supported when telephones are used with I P Office:

W orks on: I P Office

( I P5 0 0 / I P5 0 0 V2 )

Com m unicat ion Manager

9 6 0 8

9 6 1 1 ( in prepar.)



Com m on Features:

• Display: 9608: Monochrom e display – 3.2 inches x 2.2 inches (8.2 cm x 5.5 cm ) ; 9611: Color display2.8 inches x 2.1 inches (7.0 cm x 5.3 cm )

Fixed Feature But tons: 10 plus Four-way navigat ion cluster but ton.

• Volum e up/ down (separate volum e levels for the handset , speaker, and r inger) , Mute but ton (LED) ,Speaker but ton(LED) , Headset but ton(LED) .

• Avaya Menu but ton (browser, opt ions and set t ings access) , Telephony applicat ion but ton – to returnto m ain telephone screen.

• Contacts but ton, history (Call log) but ton (LED) , quick-access voicem ail Message but ton with LED andcorner m essage indicator.

• Program m able / Contextual but tons:

• 24 - in 3 switchable display pages of 8 m atching the 8 physical display but tons. All 8 but tons with DualLED indicator

• 4 contextual softkey but tons. Context sensit ive allocat ion of e.g. Hold, Transfer, Conference and m ore.

• Key Labels: I cons and text used on fixed feature keys.

• Speakerphone: Full duplex speakerphone.

• Hearing Aid Com pat ible: Yes.

• Message W ait ing I ndicator: Yes - can also be used as a r inging call alert indicator.

• Personalized Ring Pat terns: Three dist inct r ingtone styles. These include Classic, Alternate and Rich.The Classic and Alternate versions provide m ore legacy sounding r ing tones. The Rich r ingtones are m oreelaborate and nont radit ional..

• Headset Socket : Yes. Bluetooth and DECT headset support (with adapter)

• Em bedded Applicat ions:

• Cent ralized call log and contact applicat ion, fully t ransparent between 9600 telephones,1408/ 1416/ 1608/ 1616 telephones and one-X Portal for I P Office.

• Contacts applicat ion (up to 100 ent r ies) and Call Log (Missed, I ncom ing, Outgoing, up to 30 calls) .Please note that the Voice-dial feature of the 9600 telephones on Com m unicat ion is not available on I POffice.

• Access to com pany directory and Visual Voice applicat ions on I P Office.

• Upgradeable Firm w are: Yes.

• Expansion:. yes. Support of up to 3* BM12 but ton (2* 12 but tons per m odule, total of m ax. 64 availablebut tons)

• Color: gray.

• Mount ing: Desk or wall m ountable.

• Adjustable Desk Stand: Yes two-posit ion stand, approx 40° and 60° angle

• I P- Details:

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or individual power supply unit

• Pow er Class: PoE Class ( I EEE 802.3af) registers as class 1 device

• Codecs: G.711, G.729a/ b. ready for G.

• Supported Standards including Quality of Service:

• TCP/ UDP/ RTP/ RTCP/ SRTP

• RSVP

• LLDP/ LLDP-MED ( inc VLAN assignm ent )

• ARP/ DNS

• 802.1Q (Layer 2 QoS)

• VLAN Separat ion

• DiffServ (Layer 3 QoS)

• Port Range (Layer 4 QoS)



• 802.1X (MD-5)

• SNMP Support : Yes.

• I P Address Assignm ent : Stat ic or dynam ic I P address assignm ent .

• Ethernet Ports:

9 6 0 8 : Two port full-duplex 10/ 100 BaseT Ethernet switch for PC pass- through connect ion.

9 6 1 1 : Two port full-duplex 10/ 100/ 1000 BaseT Ethernet switch for PC pass- through connect ion.

9621G and 9641G

The color touch-screen m odels, the 9621G and 9641G, evolve the user experience of the 9600 Series with atouch interface. Having color touch-screens on m ore m odels, with flexible software that can be enhanced in thefuture, these Deskphones provide a plat form for near and long term enhancem ents that leverage thetouch-screen capabilit ies. The 9621G and 9641G are targeted at Essent ial users who rely on the phone forbusiness com m unicat ions or those users that can benefit from t ighter and easier access to a wider range ofAvaya applicat ions.Both telephones are ready for future support of Wideband Audio on I P Office, giving a future proof investm entpath. The full duplex hands free audio perform ance is t ruly different iat ing for heavy speaker phone users.All the new 9600 Series I P Deskphones are low power including the 9621G and 9641G which are both PoE Class2. The 9641G is the first I P Deskphone that can provide Gigabit Ethernet , a color screen AND a but ton m odulewhile consum ing only PoE Class two power.The 9621G and 9641G have a sim ilar look and feel to the current 9600 series m odels and include a dualposit ion flip stand that posit ions the phone at approxim ately 20 in the low posit ion or 60 in the uprightposit ion. The high resolut ion touch-screen displays are adjustable to 4 independent posit ions and both m odelssupport rem ovable faceplates and have separate part num bers for versions without a faceplate. The 9641G can be used with the new 2 x 12 but ton m odule and the or iginal 24 but ton version. A m axim um ofthree but ton m odules can be connected at one t im e. Please note that the power class will be increased with theaddit ion of but ton m odules. The 12 but ton and 24 but ton m odules cannot be interm ixed on a single phone. The 9621G does not support a but ton m odule.The 9641G also includes a USB interface (v2.0) .

Product Overview:

9 6 2 1 G 9 6 4 1 G

Touch Screen Yes Yes


pages)

24 24

Color Yes Yes

Display ( fixed) 4.3 inch / 10.9 cm 4.7 inch / 11.9 cm


I ntegrated Sw itch 10/ 100/ 1000 10/ 100/ 1000

USB I nterface No Yes

W ideband Capability Handset , headset , speaker Handset , headset , speaker

PoE Class 2 2



Applicat ions But tons Contacts, Hom e, History,Message, Phone, Forward

Contacts, Hom e, History,Message, Phone, Forward



Custom izable Faceplate Yes Yes

Bluetooth I nterface No Yes

Maxim um But ton Modules( 1 2 and 2 4 but tons)

0 3

Note: Wideband current ly not supported when telephones are used with I P Office:


( I P5 0 0 / I P5 0 0 V2 )


9 6 2 1

9 6 4 1

Com m on Features:• Display:

• 9621: Color touch-screen display – 3.7 inches x 2.1 inches (9.5 cm x 5.4 cm);

• 9641: Color touch screen display 4.1 inches x 2.3 inches (10.4cm x 5.9cm)

• 4-position adjustable tilt display

Fixed Feature But tons: 11


• Avaya Menu but ton (browser, opt ions and set t ings access) , Hom e/ Telephony applicat ion but ton – toreturn to m ain telephone screen.

• Contacts but ton, history (Call log) but ton (LED) , quick-access voicem ail Message but ton with LED andcorner m essage indicator. Call Forward but ton

• Program m able / Contextual but tons::

• 24 adm inist rable keys/ funct ions accessible through touch screen (different layout opt ions)

• 0−5 contextual softkey but tons ( touch screen) . Context sensit ive allocat ion of e.g. Hold, Transfer,Conference and m ore.


• Speakerphone: Full duplex speakerphone.



• Personalized Ring Pat terns: Three dist inct r ingtone styles. These include Classic, Alternate and Rich.The Classic and Alternate versions provide m ore legacy sounding r ing tones. The Rich r ingtones are m oreelaborate and nont radit ional..

• Headset Socket : Yes. Bluetooth and DECT headset support (with adapter) ; 9641: built in Blueoothadapter.


• Cent ralized call log and contact applicat ion, fully t ransparent between 9600 telephones, 9500telephones, 1408/ 1416/ 1608/ 1616 telephones and one-X Portal for I P Office.

• Contacts applicat ion (up to 100 ent r ies) and Call Log (Missed, I ncom ing, Outgoing, up to 30 calls) . •Access to com pany directory and Visual Voice applicat ions on I P Office.


• Expansion: yes. Support of up to 3* BM12 but ton m odule (9641 only) .(2* 12 but tons per m odule)

• Color: gray.




• Adjustable Desk Stand: Yes Reversible wedge stand for desktop or wall-mount use and dual-position flip stand

I P- Details:

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or individual power supply unit

• Pow er 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:

• TCP/ UDP/ RTP/ RTCP/ SRTP

• RSVP

• LLDP/ LLDP-MED ( inc VLAN assignm ent )

• ARP/ DNS

• 802.1Q (Layer 2 QoS)

• VLAN Separat ion

• DiffServ (Layer 3 QoS)

• Port Range (Layer 4 QoS)

• 802.1X (MD-5)



• Ethernet Ports:

Two port full-duplex 10/ 100/ 1000 BaseT Ethernet switch for PC pass- through connect ion.

9504 and 9508 digital phones for I P Office

Please note that the 9 6 0 0 telephones as w ell as the 9 5 0 0 telephones are supported on I P Office

I P5 0 0 and I P5 0 0 V2 hardw are only

Avaya is cont inuing dr iving design innovat ion by offer ing two new paperless digital sets in the sam e design lineas the 9600 telephones:These telephones are delivering all the core values of the 5400 digital sets while innovat ing in areas likebacklight displays for easy readabilit y and full duplex handsfree support also on digital sets (9508 only)The two but ton-orientated m odels, the 9504 and 9508, provide a t radit ional user experience with dual colorbut tons on either side of the graphical displays. These are ideal for custom ers who are m igrat ing from at radit ional digital environm ent and desire to m ove to I P with m inim al change. As well as target ing m oret radit ional users, these m odels are suited for Everyday users who use voice as an elem ent within their businesscom m unicat ions but are not considered power users. The 9504 and 9508 m odels have 4/ 8 but tons around the display with 2/ 4 on the left and 2/ 4 on the r ight . Users can select to display inform at ion in a single colum n with two/ four rows or in two colum ns with two/ fourrows each, depending on their needs. I n two-colum n m ode, approxim ately thir teen characters can be displayedon a line in each colum n. The exact num ber depends on the language and the characters because the fontincludes variable width characters. As digital telephones, the new sets offer superior power efficiency. They are full powered from I P Office when The 9508 includes support for a new 2 x 12 but ton m odule on which features, speed dials, br idged or individualcall appearances can be program m ed. A m axim um of 3 but ton m odules of either type can be connected tothese Deskphones. Please note that a separate power supply is needed when a BM12 is connected. Each m odel also includes one touch access to key applicat ions including Contacts, History (previously Call Log)and Hom e (previously m enu) . One touch access to these core applicat ions sim plifies the user experience andelim inated the new to navigate through m enus to get to the m ost com m only used features. On top of that , when connected to I P Office these telephones will offer access to advance I P Office features likeVisual Voice Mail, I P Office Feature m enu or cent ralized storage for call log, system directory and personneldirectory. With that they offer full support of the hot -desking capabilit ies of I P Office.The 9504 has a four- line m onochrom e display with backlight , while the 9508 has the sam e backlight 8- linem onochrom e display as the 9608 I P version.These m odels support a dual posit ion stand at approxim ately 40 or 60 . The display is fixed and is notadjustable like other 9600 Series I P Deskphones. The 9504 and 9508 do not support rem ovable faceplates.



Product Overview:

9 5 0 4 9 5 0 8

Physical But tons 4 8


pages)

12 24

Num ber of display Lines 4 8

Display ( fixed) 4- line . 3.8 inch / 9.7 cm

Softkeys 4 4


Speaker/ handsfree Yes Yes. DSP based full duplexhandsfree

Applicat ions But tons Contacts, Hom e, History,Message, Phone

Contacts, Hom e, History,Message, Phone



5 W ay Navigat ion Cluster Yes Yes

Custom izable Faceplate No No

Maxim um But ton Modules( 2 * 1 2 )

none 3


( I P5 0 0 / I P5 0 0 V2 )


9 5 0 4

9 5 0 8

Note: a second version of these digital telephones is planned for launch with Com m unicat ion m anager at a latert ime.

Com m on Features:

• Display: 9508: Monochrom e Backlit display – 3.2 inches x 2.2 inches (8.2 cm x 5.5 cm ) ; 9504:Monochrom e Backlit display – 4 rows by 24 characters

Fixed Feature But tons: 10 plus Four-way navigat ion cluster but ton.


• Avaya Menu but ton (browser, opt ions and set t ings access) , Telephony applicat ion but ton – to return tom ain telephone screen.



• Contacts but ton, history (Call log) but ton (LED) , quick-access voicem ail Message but ton with LED andcorner m essage indicator.


• 9 5 0 8 : 24 - in 3 switchable display pages of 8 m atching the 8 physical display but tons. All 8 but tonswith Dual LED indicator

• 9 5 0 4 : 12 - in 3 switchable display pages of 4 m atching the 4 physical display but tons. All 4 but tonswith Dual LED indicator



• Speakerphone: Full duplex speakerphone (9508) , Two-way speakerphone (9504)



• Personalized Ring Pat terns: Yes – 8 (Tradit ional Avaya)

• Headset Socket : Yes. Bluetooth and DECT headset support (with adapter)






• Expansion:. yes. Support of up to 3* BM12 but ton (2* 12 but tons per m odule, total of m ax. 64 availablebut tons) (9508 only) . A separate power supply is needed when connect ion the BM12 to the phone as thedigital line can not power phone plus but ton m odule

• Color: gray.


• Adjustable Desk Stand: Yes two-posit ion stand, approx 40° and 60° angle

Button Module 1 2 for 9 5 0 8 , 9 6 0 8 , 9 6 4 1

A new but ton m odule is being added to the port folio. The 2 x 12 But ton Module provides dual colorLEDs/ but tons aligned with 12 rows on the graphical display. I t includes two pages with 12 but tons each and aleft or r ight arrow to indicate which page is current ly not visible. When both pages are program m ed the userhas a total of 24 but tons available. The 12 but ton m odule also includes a new quick- labelling feature but ton that is located under the display. Three 12 but ton m odule can be sim ultaneously connected to any one of the new 9600 Series I P Deskphonesexcept the 9621G as well as with the 9508 digital phone. This but ton m odule ships with the sam e dual posit ionstand as the 9508/ 9608



W orks on: Up to three m odules

to be connected

9 6 0 8

9 6 1 1

9 6 2 1

9 6 4 1

9 5 0 4

9 5 0 8


• 24 adm inist rable keys/ funct ions accessible

• 12 physical keys with LCD labels and dual LED

• Quick- labeling key plus left / r ight page-key

• Color: gray.

Note: when 9508 is used, a separate power supply is needed to power the m odule.

1600 Series I P Telephones 1400 Series Digital Telephones

Avaya one-X is a port folio of com m unicat ions solut ions that deliver a powerful and consistent com m unicat ionsexperience for the end user – across a variety of devices and interfaces. Avaya one-X solut ions provideI ntelligent Access to I ntelligent Com m unicat ions dr iving enhanced product ivity and com pet it ive advantage.

Avaya one-X Deskphone Value Edit ion, also called the 1600 Series of I P telephones, is a fam ily of cost effect iveI P Telephones designed especially around the needs of the Sm all and Mid-Size Business custom er.

For users of a digital solut ion, the 1400 Series of Digital telephones offer the sam e funct ionality and consistentcom m unicat ion experience on a line of digital telephones, giving custom ers the choice to select the r ightsolut ion regardless of the m ethod of connect ion.

With I P Office Release 6, 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 1400fam ily.

Designed with the reliabilit y you expect from Avaya, one-X Deskphone Value Edit ion telephones provide cr it icalfeatures and capabilit ies not often found in com pet it ively pr iced m odels.

The fam ily of 1400/ 1600 telephones consist of three m odels, designed around different user needs:



• The 1403/ 1603 phone is designed for the Walk Up user and basic Everyday user. For a Walk Upscenario, the 1403/ 1603 is used com m on areas in offices, stockroom s, lobbies, or drop- in desks. Userscan be building visitors, em ployees, or even custom ers who need a phone with a sim ple, fam iliar userinterface. The 1603 telephones com es in two versions: The 1603, a basic phone without Ethernet switchfor locat ions where no PC is connected to the phone, typically for the walkup user, as well as the 1603SW, with a basic Ethernet switch to connect addit ional com ponents to the phone, well suited for thebasic Everyday user.

• The Avaya 1408/ 1608 I P Telephone is designed for the Everyday user. Everyday users typically rely onseveral form s of com m unicat ion including voice and em ail – and while they require a quality telephone,they rarely handle large am ount of calls at the sam e t im e. Cubicle workers and sales staff are exam plesof Everyday users for whom the 1408/ 1608 delivers a product ivity-enhancing telephone.

• The Avaya 1416/ 1616 I P Telephone is designed for the Recept ionist / Assistant user. Recept ionists,secretar ies, and m anagers are exam ples of this type of user – people who answer incom ing calls,t ransfer custom ers to different departm ents or extensions, and m onitor several line appearancesthroughout a typical day. For the Recept ionist / Assistant user, the 1416/ 1616 provides the m ostone- touch line/ feature/ speed-dial but tons without the need to scroll through on-screen lists.

All 1400/ 1600 telephones share a consistent design line and feature a but ton-cent r ic layout . With fast access toall needed features like hold, t ransfer and conference, easily readable backlit displays and a stylish design,they are an im portant addit ion to the Avaya port folio of telephones for the Sm all and Mid-Size m arket .

All telephones share a num ber 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 m akes select ing features and line appearanceseasy even when hotdesking to another phone.

The telephones are accom panied by a com plete set of accessories like cost efficient power supplies, easy to usepaper labels and spare parts. For powering opt ions for the 1600 I P telephones refer to the sect ion PowerOpt ions for I P Telephones .

For easy and efficient generat ion of labels, free DESI pr int ing software is available from ht tp: / / support .avaya.com (on the 1600 Phone Series page) . This can be used to pr int all labels correct lyform at ted on plain paper or available DESI labels. A PDF docum ent with correct form at t ing can also bedownloaded. Addit ionally, labels can be printed in the correct form at direct ly from I P Office Manager.

For 1600 Series telephones requir ing 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. I f a cable is needed, it should beordered separately at the required length.

240



1603 and 1603SW I P Telephone 1403 Digital Telephone

This telephone is best suited for the Walkup and Basic Everyday user.

W orks on: I P Office Com m unicat ion Manager

1 6 0 3

1 6 0 3 SW

1 6 0 3 - I (R5 and later)

1 6 0 3 SW - I (R5 and later)

1 4 0 3

On the 1600 line, only the 1603- I / 603SW-I versions with im proved display are available.

The Avaya 1403/ 1603 supports 3 line appearances. Each of the but tons includes dual LEDs ( red, green)providing explicit status for the user. For a fam iliar look and feel, the 1403/ 1603 includes several fixed featurekeys for com m on telephone tasks including conference, t ransfer, drop, hold, and m ute. I n addit ion, the1403/ 1603 includes a 2-way speakerphone. The display on the 1403/ 1603 m easures two lines by 16 charactersand is backlit for easier viewing in all light ing condit ions.

The 1603 SW telephone has the sam e features/ funct ionality as the 1603 phone, it adds on top of that howevera secondary Ethernet port and is therefore targeted at the basic Everyday user.

The newly int roduced 1603- I / 1603SW-I are funct ionally equal to the 1603/ 1603SW but feature a higher qualitygraphical display with white backlight , ident ical to the display of the digital 1403 telephone.

Com m on Features:

• Display/ Housing:

o Backlit display – 2 rows by 16 characters. Green backlight for 1603/ 1603-SW, white backlight for 1603- I ,

1603SW-I , 1403.

o Reversible wedge stand for desktop and wall-m ount use.

• Fixed But tons: 10.

o Volum e up/ down (separate volum e levels for the handset , speaker, and r inger) , Mute but ton, Speaker

but ton.

o Avaya Menu but ton (opt ions and set t ings access) .

o Hold but ton, Conference but ton, Transfer but ton, Drop but ton, Redial but ton.



• Program m able/ Contextual but tons: 3.

o 3 line appearance key but tons – with dual LEDs ( red, green) and paper labels (Print ing tool available) .


• Speakerphone: Two-way handsfree speaker and m icrophone.

• Hearing Aid Com pat ible: Yes - ergonom ic hearing aid com pat ible handset also support ing TTY acoust iccoupler.

• Message W ait ing I ndicator: Yes - also useable as a r inging call alert indicator.

• Personalized Ring Pat terns: Yes - 8.

• Headset Socket : No.


• Expansion: None.

• Color: Black.


Requirem ents for 1 4 0 3 :

• Connect to: Digital Stat ion (DS) port .

• Power Supply: From phone system .

Requirem ents for I P interface: ( 1 6 0 3 , 1 6 0 3 SW , 1 6 0 3 - I , 1 6 0 3 SW - I )

• Pow er Supply: Opt ional I EEE 802.3af Power over Ethernet (PoE) adapter (class 2) or opt ional wall plug localpower supply.

• Codecs/ audio: G.711, G.729a/ b, Dynam ic Jit ter buffer, Echo Cancellat ion, Com fort Noise, Autom at ic GainCont rol.

• QoS Opt ions: UDP Port Select ion, DiffServ and 802.1p/ q (VLAN) .



• Ethernet Ports: 1603 - Single Ethernet (10/ 100) line interface. Support of opt ional Gigabit EthernetAdapter.

• Ethernet Ports: 1603 SW Ethernet (10/ 100) line interface with a secondary 10/ 100 port for co- locatedlaptop or PC with VLAN separat ion. Support of opt ional Gigabit Ethernet Adapter.

• Well suited for everyday use, where typically sm aller sized data files t ransferred (web, em ail fileat tachm ents) or less dem anding data- t ransfer applicat ion/ usage ( thus less sensit ive to data t ransfercom plet ion t im es) .

• For highly dem anding data t raffic processing with large am ounts of sm all packets we recom m end the1616 phone for full speed data throughput .

Language Support :

• 1403/ 1603: Supports the following languages: English, French, Spanish, Germ an, I talian, Dutch, Portugueseand Russian (English and 4 of the other languages at once in the phone)



1608 I P Telephone 1408 Digital Telephone

This telephone is best suited for the Everyday user.

W orks on: I P Office Com m unicat ion

Manager

1 6 0 8

1 6 0 8 - I (R5 and above)

1 4 0 8 ( in future)

On the 1600 line, only the 1608- I version with im proved display is available today.

The Avaya 1408/ 1608 supports 8 line appearances / feature keys. Each of the but tons includes dual LEDs ( red,green) providing explicit status for the user. For a fam iliar look and feel, the 1408/ 1608 includes several fixedfeature keys for com m on telephone tasks including conference, t ransfer, drop, hold, and m ute. I n addit ion, the1408/ 1608 includes a high quality two-way speakerphone, and supports a broad port folio of Avaya wired andwireless headsets through its integrated headset jack.

The 1408/ 1608 features a context sensit ive user interface along with three softkeys and a four-way navigat ioncluster – ideal for scrolling through the local contacts list or call logs. The display on the 1408/ 1608 m easuresthree lines by 24 characters and is backlit for easier viewing in all light ing condit ions.

The newly int roduced 1608- I is funct ionally equal to the 1608 but features a higher quality graphical displaywith white backlight , ident ical to the display of the digital 1416 telephone.

Com m on Features:


o Backlit display – 3 rows by 24 characters. Green backlight for 1608, white backlight for 1608- I , 1408.

o Dual posit ion flip stand.

• Fixed But tons: 15 plus Four-way navigat ion cluster but ton.


but ton, Headset but ton.

o Avaya Menu but ton (opt ions and set t ings access) , Telephony applicat ion but ton – to return to m ain

telephone screen.

o Hold but ton, Conference but ton, Transfer but ton, Drop but ton.



o Contacts but ton, Call log but ton, Redial but ton, quick-access voicem ail Message but ton.


o 8 line appearance/ feature key but tons – with dual LEDs ( red, green) and paper labels (Print ing tool

available) . Note: For typical installs, the first 3 but tons are reserved for standard call appearances; am inim um of 2 call appearance but tons is needed for standard operat ion.

o Three contextual softkey but tons.


• Features Menu: Mobile cell phone style m enu with access to m ost often used features like Call Forwarding,Park, Set t ings, etc. On screen status indicat ion for act ivated features like call forwarding.

• Speakerphone: High quality two-way handsfree speaker and m icrophone.




• Headset Socket : Yes.


o Cent ralized call log and contact applicat ion, fully t ransparent between 108/ 1608/ 1416/ 1616 phone, 9600

telephones and Avaya one-X™ Portal for I P Office.

o Contacts applicat ion (up to 100 ent r ies) and Call Log (Missed, I ncom ing, Outgoing, up to 30 calls) .

o Access to com pany directory and Visual Voice applicat ions on I P Office.



• Color: Black.

• Mount ing: Desk or wall m ountable with opt ional wall m ount adapter.




Requirem ents for I P interface ( 1 6 0 8 , 1 6 0 8 - I ) :

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) class 2 device or opt ional wall plug local powersupply.





• Ethernet Ports: Ethernet (10/ 100) line interface with a secondary 10/ 100 port for co- located laptop or PCwith VLAN separat ion.

o Well suited for everyday use, where typically sm aller sized data files t ransferred (web, em ail file

at tachm ents) or less dem anding data- t ransfer applicat ion/ usage ( thus less sensit ive to data t ransfercom plet ion t im es) .

o For highly dem anding data t raffic processing with large am ounts of sm all packets we recom m end the 1616

phone for full speed data throughput .

o Support of opt ional Gigabit Ethernet Adapter.

Language Support :

• 1408/ 1608: Supports the following languages: English, French, Spanish, Germ an, I talian, Dutch, Portugueseand Russian (English and 4 of the other languages at once in the phone)



1616 I P Telephone 1416 Digital Telephone

This telephone is best suited for the Recept ionist / Assistant User.


Manager

1 6 1 6

1 6 1 6 - I (R6)

1 4 1 6 ( in future)

On the 1600 line, only the 16016- I version with im proved display is available today.

The Avaya 1416/ 1616 supports 16 line appearances/ feature keys on the phone itself – and up to 3 x 32-but tonexpansion m odules, providing access to a total of 112 line/ feature keys or speed dial but tons. This will sat isfythe needs of even the m ost dem anding secretary or recept ionist . Each of the but tons features a dual LED ( red,green) providing explicit status for the user. For a fam iliar look and feel, the 1416/ 1616 includes several fixedfeature keys for com m on telephone tasks including conference, t ransfer, drop, hold, and m ute. I n addit ion, the1416/ 1616 includes a high quality two-way speakerphone, and supports a broad port folio of Avaya wired andwireless headsets through its integrated headset jack.

The 1416/ 1616 features a context sensit ive user interface along with three softkeys and a four-way navigat ioncluster – ideal for scrolling through the local contacts list or call logs. The display on the 1416/ 1616 m easuresfour lines by 24 characters and is adjustable for opt im um viewing angle. Addit ional caller related inform at ion isdisplayed with act ive appearances for easier call handling. The display is backlit for easier viewing in all light ingcondit ions.

The newly int roduced 1616- I is funct ionally equal to the 1616 but features a higher quality graphical displaywith white backlight , ident ical to the display of the digital 1416 telephone.

Com m on Features:


o Backlit display – 4 rows by 24 characters with adjustable display angle. Green backlight for 1616, white

backlight for 1616- I , 1416.

o Dual posit ion flip stand.





but ton, Headset but ton.

o Avaya Menu but ton (opt ions and set t ings access) , Telephony applicat ion but ton – to return to m ain

telephone screen.

o Hold but ton, Conference but ton, Transfer but ton, Drop but ton.

o Contacts but ton, Call log but ton, Redial but ton, Quick-access voicem ail Message but ton.


o 16 line appearance/ feature key but tons – with dual LEDs ( red, green) and paper labels (Print ing tool

available) . Note: For typical installs, the first 3 but tons are reserved for standard call appearances; am inim um of 2 call appearance but tons is needed for standard operat ion.

o Three contextual softkey but tons.


• Feature Menu: Mobile cell phone style m enu with access to m ost often used features like Call Forwarding,Park, Set t ings etc. On screen status indicat ion for act ivated features like call forwarding.

• Speakerphone: High quality two-way handsfree speaker and m icrophone.






o Cent ralized call log and contact applicat ion, fully t ransparent between 108/ 1608/ 1416/ 1616 phone, 9600

telephones and Avaya one-X™ Portal for I P Office.

o Contacts applicat ion (up to 100 ent r ies) and Call Log (Missed, I ncom ing, Outgoing, up to 30 calls) .

o Access to com pany directory and Visual Voice applicat ions on I P Office.


• Expansion: Module interface.

• 1616: For up to 3 * BM32 32-but ton expansion m odules (Note: An external power supply is needed forall installs with m ore than 1 but ton m odule) .

• 1416: for up to 3 * DBM32 32-but ton expansion m odules (Note: An external power supply is needed inany case) : Note: While the 1416 supports three DBM32, availabilit y of the DBM32 will be slight ly delayedcom pared to availabilit y of 1416.

• Color: Black.





Requirem ents for I P interface ( 1 6 1 6 and 1 6 1 6 - I ) :

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) class 2 device or opt ional wall plug local powersupply.





• Ethernet Ports: Ethernet (10/ 100) line interface with a secondary 10/ 100 port for co- located laptop or PCwith VLAN separat ion. Support of opt ional Gigabit Ethernet Adapter.



Language Support :

• 1416/ 1616: Supports the following languages: English, French, Spanish, Germ an, I talian, Dutch, Portugueseand Russian (English and 4 of the other languages at once in the phone) .



BM32 Button Module for 1616 I P Phones DBM32 Button Module for 1416 Digital

Phones

The DBM32/ BM32 But ton Module extends the num ber of feature but tons on your Avaya 1416 Digital/ 1616 I PTelephone. I t provides 32 addit ional but tons all with dual LEDs ( red, green) for easy visibilit y.

Up to 3 DBM32/ BM32 but ton m odules can be connected to a 1416/ 1616 phone. The total num ber ofDBM32/ BM32 but ton m odules supported on one I P Office system is 32, subject to the total system lim its.

Note that the DBM32 can only be used with the Digital 1416 while the BM32 is for use with the 1616 I P phone.

Typical uses are:

• to provide addit ional lines for calls br idged from one or m ore other extensions

• to provide abbreviated dialing but tons

• to provide but tons to access addit ional switch features like call forwarding

Please note that a external power supply is always needed for a DBM32 connected to a 1416 telephone and isneeded when connect ing m ore then one BM32 to a 1616 telephone.



Other phone lines supported on I P Office

The following telephones are supported also on I P Office but not all of them are available as new telephones,e.g. the 5600 line of telephones has been discont inued.

Before offer ing a specific phone please check about availabilit y. The inform at ion below about availabilit y isaccurate at the launch date of I P Office Released 7 but m ight change before this product descript ion is updated.

Of course, the standard End of Sale process will apply before any product is discont inued- to m ake sure thechannel has sufficient t im e to order required m aterials

First generation 9600 telephones:

The first generat ion of 9600 I P telephones can be an alternat ive to custom ers, especially if they areexpanding installat ions that are using these telephones already. A wide choice of m odels, Color opt ion,Gigabit Ethernet versions: ,

• The 9620L/ 9620 C: a m em ber of the Avaya one-X Deskphone Edit ion fam ily, is specifically designed forthe everyday telephone user—those who rely on m ult iple com m unicat ions tools such as e-m ail and I M,yet st ill require a high quality and intuit ive telephone for voice com m unicat ions. The 9620L I P Telephonefeatures a high resolut ion 3.45 inch (9 cm ) diagonal m onochrom e backlit display – while the 9620Cfeatures a color display for even bet ter readabilit y. The 9620L/ C support up to 12 call appearances /adm inistered feature keys - with three concurrent line appearances visible at any t im e.

• The Avaya 9650/ 9650C: The Avaya 9650 I P Telephone, a m em ber of the Avaya one-X DeskphoneEdit ion fam ily, is specifically designed for the "navigator" telephone user. Navigators, such as buildingrecept ionists and execut ive adm in staff, frequent ly m anage calls for them selves and for groups ofpeople. The 9650 features built - in but ton m odule funct ionality with onetouch access to br idgedappearances, speed dials and feature keys. The Avaya 9650 I P Telephone delivers advancedcom m unicat ions capabilit ies, high definit ion audio, an integrated WML applicat ion interface, andcom prehensive onetouch access. This is the ideal solut ion for recept ionists, execut ive assistants, contactcenter agents as well as knowledge workers who need quick access to features and call appearances.The 9650 I P Telephone features a 3.8 inch (9.65 cm ) diagonal ¼ VGA quality gray-scale pixel-baseddisplay with adjustable angle, while the 9650C enhances usabilit y with a color display for even bet terreadabilit y. The 9650 supports up to 24 call appearances / adm inistered feature keys.

• The Avaya 9630G/ 9640/ 9640G: a m em ber of the Avaya one-X Deskphone Edit ion fam ily, the 9640 I PTelephone with high resolut ion color display is specifically designed for the execut ive telephone user. The9630G I P Telephone features a nat ive Gigabit switch and a 3.8 inch (9.65 cm ) diagonal m onochrom ebacklit display - which has been enhanced with higher resolut ion (1/ 4 VGA) com pared to other availablem onochrom e telephones from Avaya. The 9640 I P Telephone features a 3.8 inch (9.65 cm ) diagonal highresolut ion color backlit display. The 9640G m odel has the sam e funct ionality as the 9640, and addsnat ive support for Gigabit . The 9630/ 9640 supports up to 24 call appearances/ adm inistered feature keyswith six concurrent line appearances visible at any t im e.



9620L, 9620C I P Telephones

Avaya 9620 I P Telephones are specifically designed for the everyday telephone user – those who typically relyon m ult iple com m unicat ions tools such as e-m ail and instant m essaging ( I M) , yet st ill require a high quality andintuit ive telephone for voice com m unicat ions.

The Avaya one-X Deskphone fam ily features an intuit ive user interface which helps to m ake users proficient andconfident in perform ing com m on telephone tasks such as set t ing up a conference call or com plet ing a t ransfer.

With access to up to 12 lines and features through a sim ple- to-navigate interface, plus a clear view of 3lines/ features with LED indicators, the telephones are efficient to use while the sm all footpr int consum esm inim al space on a users desktop.


Manager

9 6 2 0 L

9 6 2 0 C

Com m on Features:


• 7- line 3.45 inch backlight graphical display with 320* 160 pixels. 9620L: grayscale; 9620C: color

• Flip stand/ dual posit ion




• Contacts but ton, Call log but ton (LED) , quick-access voicem ail Message but ton with LED and cornerm essage indicator.

• Program m able/ Contextual but tons:




• 12 vir tual Appearance/ Feature but tons, accessible through navigat ion cluster. Three features shown at at im e with three LED indicators.


• Features Menu: Mobile cell phone style m enu with access to m ost often used features like Call Forwarding,Park, Set t ings etc. On screen status indicat ion for act ivated features like call forwarding.

• Speakerphone: Full duplex speakerphone







• Contacts applicat ion (up to 100 ent r ies) and Call Log (Missed, I ncom ing, Outgoing, up to 30 calls) .Please note that the Voice-dial feature of the 9600 telephones on Com m unicat ion Manager is notavailable on I P Office.


• External Applicat ions: WML Applicat ion I nterface


• Expansion:

• Adapter interface: 9620L none, 9620C, one expansion m odule interface for e.g. Gigabit Ethernetadapter.

• USB adapter: 9620L none, 9620C: yes

• Color: Black.


• Supports the follow ing languages: English, French, Spanish, Germ an, I talian, Dutch, Portuguese andRussian (English and 4 of the other languages at once in the phone) . Note: While it m ay be possible to download other languages onto the phone, this will not be applicable to anydata sent by I P Office. I f you switch the language to any other not listed above, the display will show am ixture of the new language and the user’s default language on I P Office.

Requirem ents for I P I nterface:

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or opt ional wall plug local power supply. 9620L: PoEClass 1, 9620C PoE Class 2

• Codecs/ audio: G.711, G.729a/ b, G.726, Dynam ic Jit ter buffer, Echo Cancellat ion, Com fort Noise, Autom at icGain Cont rol.Ready for future support of G.722 wideband codec.





• Support of opt ional Gigabit Ethernet Adapter: 9620L: external. 9620C integrated adapter using adapterinterface.



9630, 9640, 9640G Telephone

Sm art , sleek, stylish and highly funct ional, the Avaya 9640 I P Telephone is designed for the Essent ial user,those for whom the telephone is essent ial in order to perform their jobs. Workers who conduct m uch of theirbusiness on the phone — m oving from one call to the next . The Avaya 9630/ 9640 delivers advancedcom m unicat ions capabilit ies — high definit ion audio, a br illiant high resolut ion pixel based color display on the9640, an integrated WML applicat ion interface, onetouch access to Avaya I P Office m obilit y or forwardingfeatures — in a solut ion designed for those who are absolutely dependent on voice com m unicat ions for theirbusiness operat ions.

With built in Gigabit Ethernet on the 9630G and 9640G, these telephones are also perfect ly suited forcustom ers with very high requirem ents for data network perform ance.


Manager

9 6 3 0 G

9 6 4 0

9 6 4 0 G

Com m on Features:


• 9- line 3.8 inch backlight graphical display with 320* 240 pixels. 9650: grayscale; 9650C: color




• Avaya Menu but ton (browser, opt ions and set t ings access) , Telephony applicat ion but ton – to return tom ain telephone screen. Call Forward shortcut but ton




• 6 self- labeled Appearance/ Feature but tons with LED for access to 24 adm inistered Appearances/ Featuresat the side of the display.
















• Expansion:

• 2 Adapter interface:

• USB 1.1 adapter

• SBM24 Module interface for up to 3 x SBM 32-but ton expansion m odules (Note: I f m ore than one but tonm odule is used, Power Class of phone needs to be switched to Power Class 3)

• Color: Black.


• Supports the follow ing languages: English, French, Spanish, Germ an, I talian, Dutch, Portuguese andRussian (English and 4 of the other languages at once in the phone) . Note: While it m ay be possible to download other languages onto the phone, this will not be applicable to anydata sent by I P Office. I f you switch the language to any not listed above, the display will show a m ixed ofthe new language and the user’s default language on I P Office.

Requirem ents for I P interface :

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or opt ional local power supply: Power Class 2 forall m odels including GiG-E versions.

• Codecs/ audio: G.711, G.729a/ b, G.726, Dynam ic Jit ter buffer, Echo Cancellat ion, Com fort Noise, Autom at icGain Cont rol. Ready for future support of G.722 wideband codec.




• Ethernet Ports:

• 9640: Ethernet (10/ 100) line interface with a secondary 10/ 100 port for co- located laptop or PC withVLAN separat ion.

• 9630G/ 9640G: Gigabit Ethernet (10/ 100/ 1000) line interface with a secondary 10/ 100/ 1000 port forco- located laptop or PC with VLAN separat ion.

• Support of opt ional integrated Gigabit Ethernet adapter using adapter interface.



9650, 9650C I P Telephones

Sm art , sleek, stylish and highly funct ional, the Avaya 9650 I P Telephone is designed for the Essent ial andNavigator user profiles who need one touch access to features and bridged appearances of team / Partnerbut tons. Building recept ionists, execut ive adm in staff are exam ples of Navigator users who answer incom ingcalls, t ransfer custom ers to other extensions and m onitor several br idged appearances throughout the day. Thisis the ideal solut ion for recept ionists, execut ive assistants, Contact Center Agents as well as Knowledge workersthat need quick access to partner and team features.


Manager

9 6 5 0

9 6 5 0 C

Com m on Features:


• 9- line 3.8 inch backlight graphical display with 320* 240 pixels. 9650: grayscale; 9650C: color







• Four contextual softkey but tons. Context sensit ive allocat ion of e.g. Hold, Transfer, Conference andm ore.

• 3 self- labeled Appearance/ Feature but tons with LED for access to 24 adm inistered Appearances/ Featuresat the side of the display.



• 8 Addit ional self- labeled Appearance/ Feature but tons with LED with direct access to 2* 8Appearances/ Features.














• Expansion:

• 2 Adapter interface:

• USB 1.1 adapter

• SBM24 Module interface for up to 3 x SBM 32-but ton expansion m odules (Note: I f m ore than one but tonm odule is used, Power Class of phone needs to be switched to Power Class 3)

• Color: Black.


• Supports the follow ing languages: English, French, Spanish, Germ an, I talian, Dutch, Portuguese andRussian (English and 4 of the other languages at once in the phone) . Note: While it m ay be possible to download other languages onto the phone, this will not be applicable to anydata sent by I P Office. I f you switch the language to any not listed above, the display will show a m ixture ofthe new language and the user’s default language on I P Office.

Requirem ents for I P interface:

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or opt ional local power supply: Power Class 2

• Codecs/ audio: G.711, G.729a/ b, G.726, Dynam ic Jit ter buffer, Echo Cancellat ion, Com fort Noise, Autom at icGain Cont rol. Ready for future support of G.722 wideband codec.





• Support of opt ional integrated Gigabit Ethernet adapter using adapter interface.



Accessories

SBM24 Adapter Module

The SBM24 Expansion Module is an opt ional device that extends the num ber of call appearances and Featurebut tons available on the telephone. The SBM24 Expansion Module is supported on the 9630, 9640 & 9650 I Ptelephones and provides 24 addit ional program m able but tons - to be configured as call appearances, br idgedappearances, or feature keys. A m axim um of three SBM24 m odules are supported on a single phone.

• 24 program m able call appearance/ feature keys.

• Two backlight LCD screens for but ton labels. But tons autom at ically labeled from the system (no paperlabels) .

• Connects direct ly to the associated phone.

• No separate power supply needed. However, using m ore than one but ton m odule changes the powerclass of the phone to Class 3.

The total num ber of SBM24 but ton m odules supported on one I P Office system is 42, subject to the totalsystem lim its.

A But ton Module adapter (Ferr ite adapter) , is required when SBM24 but ton expansion m odule is used with the9630G or 9640G I P telephones.



Bluetooth Adapter

The Bluetooth Adapter for 9600 Series I P Telephones allows Bluetooth com m unicat ions devices such asheadsets to interoperate with 9600 Series telephones. The adapter allows highly m obile workers to use thesam e 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 upto 30 feet from the Deskphone and provides sim ple call cont rol (answer, hang-up) direct ly from the headset .

For users while at their desk, the Bluetooth Adapter allows the freedom of hands free com m unicat ion along withinvestm ent protect ion for those already ut ilizing Bluetooth headsets while on the go. I t supports the AvayaABT-35 as well as m any other third party Bluetooth Headsets

The Bluetooth Adapter can be used with all 9600 telephones except the 9620L. I t requires a separate "Wedgestand".

Gigabit Ethernet Adapter

The 9600 Gigabit Ethernet Adapter can be fully integrated into a wedge stand of the 9600 telephones andprovides a t ransparent upgrade opt ion if custom ers decide to install Gigabit Ethernet at a later date. I t is fullyintegrated into the m anagem ent interface of the 9600 telephones. I t requires a separate "Wedge stand".



5402, 5602 SW, 2402, 4602 SW Telephone

These telephones are best suited for the Walkup User.

Telephone W orks on I P Office W orks on I P Office and


5 4 0 2

5 6 0 2 SW

2 4 0 2 *

4 6 0 2 SW

* Early 2402 telephones can m ake and receive call but the display will not funct ion.

Note: The 5602 SW and 4602 SW telephones are supported by I P Office Release 6 but are no longer availablefor new sales.

Com m on Features:

• Display: 2 lines x 24 characters.

• Fixed Feature But tons: 10 - Conference, Transfer, Drop, Redial, Speaker, Messages, Hold, Mute,Volum e Up, Volum e Down.

• Program m able Feature But tons:

• DS telephones: 2 plus an addit ional 12 program m able feature keys can be accessed via theFEATURE key.

• I P telephones: 2.

• Key Labels: I cons and text used on fixed feature keys. Display labels and icons used on 2program m able feature keys.

• Speakerphone: Listen-only handsfree speaker (no m icrophone) .


• Message W ait ing I ndicator: Yes. On the 2402 and 5402 this is can also be used as a r inging call alertindicator.

• Personalized Ring Pat terns: Yes- 8 (via Conference but ton when idle) .

• Headset Socket : No, this telephone does not support headset operat ion.

• Em bedded Applicat ions: None.

• Upgradeable Firm w are: DS telephones - No. I P telephones - Yes.


• Color: Mult i-gray.


• Adjustable Desk Stand: No.



Requirem ents for 5 4 0 2 and 2 4 0 2 :



Requirem ents for 5 6 0 2 SW and 4 6 0 2 SW :

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151series) .

• Codecs: G.711, G.729a/ b.

• QoS Opt ions: UDP Port Select ion, DiffServ and 802.1p/ q (VLAN)



• Ethernet Ports: Two port full-duplex 10/ 100 BaseT Ethernet switch for PC pass- through connect ion.

• Auto-negot iat ion provided separately for each port .

• 802.3 Flow Cont rol.

• Phone has pr ior ity over PC port at all t im es.



5410, 5610 SW, 2410, 4610 SW Telephones

These telephones are best suited for the Recept ionist / Assistant User.



5 4 1 0

5 6 1 0 SW

2 4 1 0

4 6 1 0 SW

Note that 4610, while supported on I P Office R6, is not longer available for new sales

Com m on Features:• Display: 5 lines x 29 characters (168 x 80 pixel 4-grayscale) .

• Fixed Feature But tons: 10 - Conference, Headset , Transfer, Drop, Redial, Speaker, Hold, Mute, Volum eUp, Volum e Down.


• DS telephones: 12 - in 2 switchable display pages of 6 m atching the 6 physical display but tons.

• I P telephones: 24 - in 4 switchable display pages of 6 m atching the 6 physical display but tons.







• Em bedded Applicat ions: Speed Dial List (48) and Call Log (Missed, I ncom ing, Outgoing) . Also WAPWML browser supported on I P phone m odels.





• Adjustable Desk Stand: Yes - Supplied with phone.



Special Features for the 5 4 1 0 and 2 4 1 0 :• Messages But ton: Dedicated but ton to collect voicem ail.

Requirem ents for 5 4 1 0 and 2 4 1 0 :• Connect to: Digital Stat ion (DS) port .

• Pow er Supply: From phone system .

Requirem ents for 5 6 1 0 and 4 6 1 0 :• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151

series) .

• Codecs: G.711, G.729a/ b.










5420, 5621, 2420, 4621, 4625 Telephones

These telephones are best suited for the Execut ive User and with the opt ional EU24 But ton Module good for theRecept ionist / Assistant User.



5 4 2 0

5 6 2 1 SW

2 4 2 0

4 6 2 1 SW

4 6 2 5 SW

Note that 4621 and 4625, while supported on I P Office R7, but are not longer available for new sales.

Com m on Features:

• Display: 7 lines x 29 characters.

• Fixed Feature But tons: 10 - Conference, Headset , Transfer, Drop, Redial, Speaker, Hold, Mute, Volum eUp, Volum e Down.


• DS telephones: 24 - arranged in 3 switchable display pages of 8 m atching the 8 physical displaybut tons.

• I P telephones: 24 - arranged in 2 switchable display pages of 12 m atching the 12 physical displaybut tons.







• Em bedded Applicat ions: Speed Dial List (104) and Call Log (Missed, I ncom ing, Outgoing) . Also WAPWML browser supported on I P phone m odels.


• Expansion: Supports the EU24 DSS expansion m odule (with addit ional Avaya 1151 power supply) .



• Adjustable Desk Stand: Yes - Supplied with phone.



Special Features for the 5 4 2 0 and 2 4 2 0 :

• Messages But ton: Dedicated but ton to collect voicem ail.

Requirem ents for 5 4 2 0 and 2 4 2 0 :



Requirem ents for 5 6 2 1 SW , 4 6 2 1 SW , 4 6 2 5 SW :

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151series) .

• Codecs: G.711, G.729a/ b.








Special Features for 5 6 2 1 SW and 4 6 2 1 SW :

• Display Backlight : The display has a backlight for im proved cont rast . Standby m ode turns off backlightafter t im e-out .

Special Features for 4 6 2 5 SW :

• Color Backlight Display: The display is full color and has a backlight for im proved cont rast .

Note: While st ill supported, the 5620SW and 4620SW telephones are no longer available for purchase.



EU24 and EU24 BL Expansion Modules

The EU24/ EU24BL are phone expansion m odules that work in associat ion with a 5420, 5620/ 1, 2420, 4620/ 1,4625 telephones. They provide an addit ional 24 program m able but tons with associated display label and statusicons. Only one EU24 can be used per phone. The EU24BL has a backlight and is for use with the 4621 and5621 only.

The EU24/ EU24BL supports an addit ional 24 Call Appearance/ Feature but tons, by displaying a colum n of 12but tons at a t im e, with a dot ted line separat ing the two colum ns.

Com m on Features

• 24 Program m able call appearance/ feature keys.

• Autom at ically labeled from the system (no paper labels) .

• Connects direct ly to the associated phone.

• Requires an Avaya 1151 series power supply, even for I P telephones already using Power over Ethernet(PoE) .

• I P Office supports a m axim um of eight EU24/ EU24 BL's on each I P Office system , subject to total systemlim its.

Telephone EU2 4 EU2 4 BL

2 4 0 2 / 5 4 0 2

2 4 1 0 / 5 4 1 0

2 4 2 0 / 5 4 2 0

4 6 0 1 / 5 6 0 1

4 6 0 2 / 5 6 0 2

4 6 1 0 / 5 6 1 0

4 6 2 0 / 5 6 2 0

4 6 2 1 / 5 6 2 1

4 6 2 5

Note that EU24 BL, while supported on I P Office R6, is not longer available for new sales.



1100 and 1200 I P Phones

The 1100 I P telephones are inherited from the Norstar and BCM product line. These telephones are supportedon the BCM plat form using “Unist im ” protocol.On I P Office these telephones are supported using the SI P protocol. SI P software can be downloaded onto thosetelephones when they get connected to I P Office. When used with I P Office, the telephones need an “Avaya I Pphone” license like any other Avaya I P phone. No other license is needed (e.g. with I P Office no separateI P-phone license is required.

The following telephones can be m igrated:

1100 series: 1120E and 1140E plus Key Expansion m odule1200 series: 1220 and 1230 plus both Key Expansion m odules.

Please note that for new installs Avaya recom m ends the 9600 line of telephones like the 9608, 9621 or 9641.They telephones offer the full access to all innovat ive I P Office features like Visual Voice-Mail, I P Office Featurem enu or cent ralized call- logs or personnel director ies.

1100 and 1200 I P Phones: overview

Users can enjoy the next -generat ion features of VoI P, plus all of the carr ier-class reliabilit y and ease of use oft radit ional telephones. These telephones offer four superior desktop m odels, along with two innovat ivesoftware-based solut ions that br ing VoI P to a user’s com puter or PDA. The I P telephonesinclude:

• I P Phone 1 1 0 0 Series – The I P Phone 1120E and 1140E are I P color display telephones. They offer afully pixel-based, highresolut ion, backlit display. They are opt im ized for Web-cent r ic applicat ions such asphone support under XAS/ G-XAS. They also provide USB support for peripherals such as a keyboards ormouse.

• Key Expansion Module for the I P Phone 1 1 0 0 Series – The Expansion Module for I P Phone 1100Series is a hardware accessory that will provide up to 18 addit ional line / program m able feature keys perm odule. The m odule is supported on the I P Phone 1120E and the I P Phone 1140E.

• I P Phone 1 2 0 0 Series – The I P telephones 1220, and 1230 are BCMs fam ily of I P Phone tailored for theSMB m arket and now also supported on I P Office. They provide a r ich set of capabilit ies at a pr icecom pet it ive for the SMB m arket .

• Key Expansion Module for the I P Phone 1 2 0 0 Series – The Expansion Module for I P Phone 1200Series is a hardware accessory that is available in two opt ions. A 12 key LCD based m odel or a 18 keybased LED m odule. The m odules are supported on the I P Phone 1220 and the I P Phone 1230.

• Please note that the follow ing telephones, available w ith BCM, are not supported on I P Office :1210, 1110.

I P Phones Benefits

• Support connect ivity to heritage Nortel VoI P enabled plat form , including BCM and Com m unicat ionServer 1000 using Unist im as well as I P Office using the SI P protocol

• Transnetwork support increases em ployee product ivity by providing users and network m anagers witha com m on set of telephones across the ent ire network

• I nternal voice/ data switch pr ior it izes voice t raffic to ensure high-quality speech and reduces costs byconserving wir ing closet ports and elim inat ing the need for separate cable drops to the desktop

• Autom at ic firm ware upgrade ensures top perform ance and st ream lines m aintenance, reducing theneed for site visits

• DHCPenabled I P telephones sim plify network adm inist rat ion by providing cent ralized, autom ated I Paddress m anagem ent

Mult iple Plat form Support

These I P telephones are supported by heritage Nortel com m unicat ion system s, including BCM, andCom m unicat ion Server 1000 but now are available also for I P Office. This indust ry- leading plat forminteroperabilit y facilitates growth and offers seam less m igrat ions across custom er prem ises and carr ier-basedsolut ions. All I P telephones offer a r ich suite of business features designed to m eet current and em erging userrequirem ents and internat ional icon-based characters. These features, in addit ion to m ult ilanguage support ,m ake the I P telephones ideal for worldwide use.I ntegrated Sw itched Ethernet Connect ion

Users can connect their desktop I nternet telephone and their PC to the network on a single port . The I Ptelephones feature a built - in 10/ 100 Base T Layer 2 switch that splits the network Category 5 cable intoseparate feeds, one to the phone itself, while providing an addit ional RJ-45 port to connect a user’s PC. Givingfixed, hardware-based prior ity to the phone voice port , the internal Ethernet switch ensures that high-qualityvoice service is always available.Reliable LAN Pow er Opt ions

To ensure cont inuous phone service in m ission-cr it ical environm ents, the I P telephones can receive their powerover the network cabling. The Avaya fam ily of Ethernet Switchs (BES 50, ERS2500, ERS4500) delivers powerover the unused pairs of standard Category 5 UTP cables, elim inat ing the need for the telephones to beconnected to a power supply at the desktop.Power is supplied on an as-needed basis, thanks to the sophist icated, software based load and fault -sensing



algorithm used by the Avaya Ethernet Switches. Desktop, rackm ount and stackable opt ions are available whichprovide a cost -effect ive way to cent ralize power to the I P telephones. This approach delivers carr ier-gradereliabilit y by enabling redundant power resources located at the wir ing closets to provide em ergency backuppower to these I P telephones located across the network.

Dynam ic Host Configurat ion Protocol

Easy to set up and configure, the I P telephones deliver an innovat ive solut ion that enables users to connectanywhere on the network without intervent ion by a network adm inist rator, enabling m anagem ent staff to focuson m ore com plex, m ission-cr it ical responsibilit ies. Whether users relocate their phone down the hall or across the globe, the service com es up in the new locat ionexact ly as if they were sit t ing in their own office, even though it m ight be thousands of m iles away.Priorit izing Netw ork Traffic

Now com panies can m ake their network’s pr ior it ies m irror those of their business. By installing the AvayaEthernet Switch (BES50 or ERS) , a business’ network becom es an intelligent partner that uses Layer 2/ 3 packetclassificat ion to pr ior it ize business-cr it ical t raffic, helping them get the m ost out of their exist ing infrast ructure. Latency-sensit ive applicat ions and m ission-cr it ical users will receive plat inum - level service, while less urgentt raffic is allocated bandwidth on a lower-pr ior ity basis. Prior it izat ion is especially im portant for businesses thatneed to support m ission-cr it ical I P applicat ions, including VoI P, but do not want to incur higher costs byoverprovisioning the network to ensure bandwidth availabilit y.Universal Features

With over 100 years of experience in creat ing telephones designed to im prove em ployee product ivity, reduceoperat ional expenses and im prove custom er service, Avaya is the indust ry leader in telephony solut ions. All ofthe I P telephones offer the following features:

• I ntuit ive navigat ion cluster provides fast m enu, sublist and call log scrolling, as well as one- touchdialing and quick access to system features

• Message wait ing/ visual r ing indicator offers visual not ificat ion of incom ing calls and m essages

• Voice com pression opt im izes bandwidth and audio quality requirem ents

• Audio cont rol center enables users to toggle quickly between the handset or headset and thespeakerphone without audio interference

• Volum e bar provides fingert ip cont rol of audio and r inger volum e set t ings and LEDs clearly displayhandset / headset / speakerphone/ m ute set t ings

• Local tone generat ion conserves valuable network bandwidth

• Dynam ic I P addressing with a standard DHCP server offers a flexible, sim plified solut ion for handlingadds, m oves and changes, reducing m anagem ent costs

• User- fr iendly design supports the full range of potent ial users, including disabled users who requirehearing aids.

SI P Protocol: Feature overview on I P Office with 1100/ 1200 phones

The telephones are supported on I P Office using the SI P protocol, therefore the user interface can be slight lydifferent then when used on BCM with “Unist im ! ” .Note that these telephones are only supported on I P Office 500/ 500 V2 hardware.

They are support ing a large set of features including:

• Standard phone features like hold, t ransfer, conference ( I P Office based)• Mult iple call appearances (note that current ly br idged appearances and t runk- line appearances are not

supported)• Message wait ing support• Busy Lam p keys with speed-dial, status indicat ion and pickup of r inging calls• Applicat ion support . The telephones can be used in com binat ion with applicat ions like “one-X Portal”

for added com fort , allowing e.g. click and dial funct ionality.• Self labelling Feature keys: This allows access to selected I P Office features using a single key-press. I f

addit ional param eters are needed, the user is guided using a dialog interface of feature request plussoftkeys for e.g. confirm at ion

• “Special” feature key. The supported features are also available pressing a “ feature” (soft - )key plusthe appropriate feature code. The feature codes are ident ical to the features codes from BCM,therefore m aking t ransit ion easy and painless.

• Ease of installat ion: The telephones can be m anaged from I P Office m anager and are easily installed.I P Office will serve as DHCP-server and can provide confgurat ion files, software updates etc. To installthe telephones, only I P Office m anager is needed.

• When m igrat ing telephones from BCM to I P Office, when I P Office DHCP server is used the system willtake care of installing/ upgrading the telephones to the correct software fo I P Office. This m akesm igrat ion easy and quick.

•

Feature Table: (next to the below features that are accessible through the “Feature key” and can beadm inistered to a but ton, the telephones can also access I P Office features by dialling the I P Office FeatureAccess code- plus param eter if needed - for the desired feature.)



Feature Details

F* 0 – But ton query (also allows DN query via I / C but ton) supported

F* 1, F* 2, F* 3 – Self-adm in but ton program m ing supported

F* 6 – Self-adm in r ing typefunct ion supported on the phonebut not using the feature code

F* 7 – Self-adm in cont rastfunct ion supported on the phonebut not using the feature code

F* 80 – Self-adm in r ing volum efunct ion supported on the phonebut not using the feature code

F0 – Speeddial supported

F3 – Conference supported

F4 – Call Forward, F# 4 cancel supported

F5 – Last Num ber Redial supported

F60 – Page (no F61-F63) supported

F66 – Dial Voice Call supported

F70 - Transferfunct ion supported on the phonebut not using the feature code

F74 – Call Park, F# 74 Ret r ieve supported

F75 – Call Pickup Group supported

F76 – Call Pickup Extn supported

F85 – Do Not Disturb, F# 85 cancel supported

F981 – Enter Voice Mail System (sam e as F65) AUDI O ONLY supported

F812 – Call Logfunct ion supported on the phonebut not using the feature code



Avaya I P Phones 1120E, and 1140E

I P Phone 1 1 2 0 E I P Phone 1 1 4 0 E

The AVAYA I P telephones 1120E and 1140E offer an I P desktop solut ion that is opt im ized for Web-cent r icapplicat ions such as phone support , and other m ult im edia opt ions. They feature Gigabit Ethernet , USBconnect ivity, and an ergonom ic design and cable m anagem ent that m ake them easy to set up and m aintain.The 1120E and 1140E I P telephones are supported on I P Office R6.1 and higher

Phone 1 1 2 0 E

The I P Phone 1120E provides the following features:

• A m ult i- line phone with four program m able line/ feature key appearances

• High- resolut ion backlit graphical pixel-based display

• Adjustable five-posit ion t ilt - stand ( -5 to + 55° ) , plus vert ical design for sm aller desktop footpr int

• Fourteen fixed keys and four soft keys

• 10/ 100/ 1000 Base-T with integrated PC & LAN Ports

• XAS/ G-XAS supports data applicat ions and Web browsing

• USB port for enhanced navigat ion and product ivity

• Expansion Module/ Console Port

• Visual Alert ing and Feature Status I ndicator Lam ps

• I ntegrated headset port for opt ional wired Headset

• Act ive Ethernet link LED indicat ion

• Secure Tools Menu facilitates access to preferences & adm inist rat ion

• 802.3af PoE (Class 3) or local power opt ions

• Desk and Wall Mountable

• Color: Graphite with Silver Metallic Bezel

I P Phone 1 1 4 0

The I P Phone 1140E provides the following features:

• Mult i- line phone, with up to 12 program m able line/ feature keys

• High- resolut ion backlit graphical pixel-based display

• Adjustable five-posit ion t ilt - stand ( -5 to + 55° )

• Fourteen fixed keys and four soft keys

• I ntegrated Bluetooth radio for office and hom e-based m obilit y

• 10/ 100/ 1000 Base-T with integrated PC & LAN Ports



• XAS/ G-XAS supports data applicat ions and web browsing

• USB port for enhanced navigat ion and product ivity

• Visual Alert ing and Feature Status I ndicator Lam ps

• Expansion Module/ Console Port



• Secure Tools Menu facilitates preferences & adm inist rat ion

• Global Character Sets

• 802.3af PoE or local power opt ion

• Color: Graphite with Silver Metallic Bezel

I P Key Expansion Module for I P Phone 1 1 0 0 Series

I P Phone 1 1 0 0 Series Expansion Module

The I P Phone 1100 Series includes a Key Expansion Module that provides up to 18 addit ionalline/ program m able feature keys per m odule. The m odule is supported on the I P Phone 1120E and the I P Phone1140E.

Nortel I P Phones 1220, and 1230

Nortel I P telephones 1 2 2 0 , and 1 2 3 0



I P Phone 1 2 2 0 w ith LED expansion m odule I P Phone 1 2 3 0

The I P Phone 1200 series, a group of I P telephones Launched with BCM are now also available with I P Office.They are tailored for the SMB m arket . The 1200 series provides a range of different telephones designed toaddress the needs of the SMB m arket with a broad feature set at com pet it ive pr ices.I P Phone 1220 is an interm ediate I P phone targeted at m ost SMB em ployees. The I P Phone 1230 is a prem iumI P phone for m anagers and advanced/ power users.

I P Phone 1 2 2 0

The I P Phone 1220 provides the following features:

• A five- line display with 25 characters per line

• A fixed stand with two posit ions, plus vert ical design for sm aller desktop footpr int

• Eight fixed keys, with three having LED status

• Hands free, Mute, Headset , Volum e Cont rols, Hold, Goodbye, Applicat ions.

• Six feature keys

• Four context -sensit ive soft keys

• Four line/ feature keys

• 10/ 100 Base-T with integrated PC Port



• Com pat ible with opt ional Key Expansion Modules

• Visual r inging alerter / Message Wait ing I ndicator

• 802.3af PoE (Class 2) or opt ional AC local power opt ions

• Wall Mountable

I P Phone 1 2 3 0

The I P Phone 1230 provides the following features:

• A nine- line display with 25 characters per line

• A fixed stand with two posit ions, plus vert ical design for sm aller desktop footpr int

• Eight fixed keys, with three having LED status

• Handsfree, Mute, Headset , Volum e Cont rols, Hold, Goodbye, Applicat ions.

• Six feature keys

• Four context -sensit ive soft keys

• 10 line/ feature keys

• 10/ 100 Base-T with integrated PC Port



• Com pat ible with opt ional Key Expansion Modules

• Visual r inging alerter / Message Wait ing I ndicator

• 802.3af PoE (Class 2) or opt ional AC loc

I P Key Expansion Modules for I P Phone 1 2 0 0 Series



LCD I P Key Expansion Module LED I P Key Expansion Module

The I P Phone 1200 Series includes two Key Expansion Modules to provide flexibilit y for adding m ore keys to theI P Phone 1220 and I P Phone 1230. The ext ra keys can be used for addit ional line appearances or to addoften-used features for quicker access. The keys can also be program m ed as auto-diallers for onetouch calling,and will provide busy lam p field indicat ion for users on the BCM system . This allows these telephones to bet terserve the needs of at tendant and recept ionist funct ions, and increase product ivity for any user. Key featuresinclude:

• LCD Expansion Module for the I P Phone 1200 Series offers 12 keys per m odule, cascadable to 7 LCDKEMs on an I P Phone 1220 or 1230

• LED / Paper Label Module for the I P Phone 1200 Series offers 18 keys per m odule, with LED indicatorsfor line status and an easy- to-use paper labeling system , cascadable to 2 LED Paper-Label KEMs on anI P Phone 1220 or 1230.

Business Series Terminals (Digital phones)

Business Series Term inals offer a feature- r ich port folio with enhanced capabilit ies that provide telephonysolut ions for a broad landscape of users, from high-volum e call posit ions and execut ives to low- intensive usersand sm all workgroups.The Business Series Term inals were or iginally posit ioned for deploym ent on two system plat form s from theNortel Heritage, Norstar and BCM, providing both investm ent protect ion and a m igrat ion path between eithersystem . The Business Series Term inals offer full integrat ion with Norstar and BCM features, as well asintegrat ion with basic and advanced applicat ions such as Messaging, I ntelligent Contact Center, Com puterTelephony I ntegrat ion (CTI ) and integrated voice and data solut ions. The telephones are now available also on I P Office and offer custom ers pr im arily another m igrat ion opt ion fromNorstar or BCM to I P Office.Please note that those term inals do not work on all digital ports of I P Office but require a specific 8-portexpansion card or 16/ 30 port expansion m odule: For details refer to the I P Office hardware segm ent :

Recom m endat ion: The BST digital phone support on I P Office is m ainly intended for m igrat ion from Norstar toBCM. For new installs, it is possible to use the BST telephones. For new installs Avaya recom m ends using the1400 or 9500 digital sets in order to get access to all advanced features o I P Office like Visual Voice Mail,Feature m enus or self labelling keys (9500 telephones only)

Product Overview :

While the Business Series Term inals boast the indust ry leadership and st rengths of the BCM and Norstartelephone port folio, the port folio also delivers value-added features. These telephones are now also supportedon the I P Office plat form . Feature highlights include:

• Tilt Display – provides clearer viewing of inform at ion or m essage prom pts on the LCD in differentlight ing environm ents.

• Message wait ing indicat ion/ Visual r inging lam p – alerts the user of incom ing m essages or that theirphone is r inging when they are on another call.

• Headset interface – is dr iven from the Digital Term inal I nterface Chip (DTI C) . Volum e cont rol for theheadset is also provided. Operat ion of the headset is m utually exclusive, with Handsfree operat ion.When a headset is connected, all operat ions norm ally associated with handsfree operat ion affect theheadset . This includes on-hook dialing, volum e cont rol while act ive and m ut ing.

• Handsfree interface – is program m ed through the adm inist rat ion funct ion and is supported by am icrophone and loudspeaker.



• External r inger interface – receives alert ing signals that are routed to the external r inger jack as wellas to the speaker in the telephone. This alert ing signal can be am plified and connected to externalspeakers to provide an auxiliary r inger funct ion for the telephone. The external speaker is connectedwith a two-wire m odular telephone cord to pins 3 and 4 of the external r inger jack.

The port folio also offers t ilt display, new aesthet ics, a st ream lined footpr int , new labeling st rategy, an audiocont rol center with a headset but ton and m ore.

Sets are available in the following colors:

• Plat inum

• Charcoal (not T7000)

On I P Office, the following features are available using the “ feature key” and the Feature access codeinherited from Norstar/ BCM: Other I P Office features are also available by dialing the I P Office FeatureAccess code:

F* 0 – But ton query (also allows DN query via I / C but ton)

F* 1, F* 2, F* 3 – Self-adm in but ton program m ing

F* 6 – Self-adm in r ing type

F* 7 – Self-adm in cont rast

F* 80 – Self-adm in r ing volum e

F* 82 – Dial m ode select ion (Enbloc/ Pre-dial [ editable] , or Standard/ Overlap dial)

F* 84 – Set call log opt ions (All, Missed, Answer, Outgoing) (we've concluded that this adds novalue)

F0 – Speeddial

F2 – Ring Again, F# 2 cancel

F3 – Conference

F4 – Call Forward, F# 4 cancel

F5 – Last Num ber Redial

F60 – Page (no F61-F63)

F65 – Ret r ieve Messages - Enters Voice Mail System on I PO (Basic Em bedded Voicem ail)

F66 – Dial Voice Call

F69 – Dial Prior ity Call

F70 - Transfer

F74 – Call Park, F# 74 Ret r ieve

F75 – Call Pickup Group

F76 – Call Pickup Extn

F85 – Do Not Disturb, F# 85 cancel

F981 – Enter Voice Mail System (sam e as F65) AUDI O ONLY

F812 – Call Log

F802 – Group Listen, F# 802 cancel



Overview of T7000

The T7000 telephone is an ent ry- level digital set for basic low-use office environm ents. I t has fourprogram m able feature keys. I t does not have display but tons (soft keys) , and it does not support headset orHandsfree.The T7000 is used prim arily in the EMEA (not available in North Am erica) . The T7000 supports the following features:

• External r inger interface

• Message wait ing indicator/ visual r inging lam p

• Dial-up feature access

Button Matr ixThe T7000 but tons are as follows:

• Twelve dial pad but tons

• Volum e cont rol ( rocker type)

• Hold but ton

• Release but ton

• Feature but ton

• Four program m able but ton

Overview of T7100

The T7100 telephone is part of the Business Series Term inals port folio. I t has one program m able but ton and a1 x 16 character alphanum eric display to provide call progress inform at ion. There are no display but tons (softkeys) on the T7100 and it does not support headset or Handsfree.T7100 supports the following features:



• LCD with t ilt Display – The one- line by 16-character display on the T7100 telephone provides callprogress inform at ion. Each character is generated from a m at r ix of 5 x 7 LCD dots under cont rol of abuilt - in cont roller chip on the m odule.

Button Matr ix

The T7100 but tons are as follows:





• Hold but ton

• Release but ton

• Feature but ton

• One program m able but ton

Loop Lim its

• Maxim um loop length – 305 m (1000 ft ) or 0.5 m m (24AWG) wire

• Maxim um loop length – 790 m (2600 ft ) with SAPS opt ion

• Bridge taps – not perm it ted; loading coils – not perm it ted.

Overview of T7208

The T7208 telephone is part of the Business Series Term inals port folio. I t has eight fully program m able but tons,each with its own LCD indicator and a 1 x 16 character alphanum eric display to provide call progressinform at ion. There are no display but tons (soft keys) on the T7208.

The T7208 supports the following features:


• Headset interface

• Handsfree interface


• LCD with t ilt Display – The one- line by 16-character display on the T7208 telephone provides callprogress inform at ion. Each character is generated from a m at r ix of 5 x 7 LCD dots under cont rol of abuilt - in cont roller chip on the m odule.

Button Matr ix

The T7208 but tons are as follows:



• Hold but ton

• Release but ton

• Feature but ton

• Eight program m able but tons with indicators.

Loop Lim its

• Maxim um loop length – 305m (1000 ft ) of 0.5 m m (24 AWG) wire

• Maxim um loop length – 790 m (2600 ft ) with SAPS opt ion

• Bridge taps – not perm it ted; loading coils – not perm it ted.



Overview of T7316E

The T7316E telephone is part of the Business Series Term inals port folio. I t has 24 program m able but tons and a2 x 16 character alphanum eric display that is m enu driven and supported by three context -sensit ive soft keys.The T7316E provides access to 24 m em ory but tons, 16 of which include m ult i-segm ent icons for fast andprecise decision-m aking.The T7316E supports the following features:

• Mult i- line w/ m ult i-segm ent call appearance icons

• 16 program m able but tons for lines/ features/ autodials

• 8 addit ional m em ory but tons for features/ autodials

• Expandable by adding T24 KI M

• I ntegrated BLF/ DSS

• Fixed but tons: feature, hold, release

• Two- line adjustable display w/ soft keys

• Built - in speakerphone

• Message Wait ing I ndicat ion

• Tim e and date displayed

• Built - in headset

• Audio cont rol center with m ute, hands free, headset and volum e bar

• Default features based on profiles

• Default line and hunt group assignm ent

• Retractable quick reference card

• Desk or wall m ount

• Hearing aid com pat ible

• Desktop Assistant label applicat ion com pat ible

• I TU dial pad

• Colors: charcoal and plat inum

• English and French keycaps (accessory)

• Ext ra length 2.7m handset cord (accessory)

• Shoulder rest (accessory)



Overview of BST Central Answering Position (T7316E + T24)

The BST Cent ral Answering Posit ion is an expandable desktop telephone that allows adm inist rat ive assistantsand em ergency contact centers the abilit y to cent ralize and efficient ly dist r ibute calls. By at taching the T24 KeyI ndicator Module (KI M) direct ly to the T7316E, office adm inist rators and em ergency contact centers cant ransform the pace and efficiency of their operat ions while m aintaining an except ional level of custom er service.T2 4 Product features:

• BCM and Norstar com pat ible

• Two versions of the T24 are available (Enhanced for line appearances and Ordinary for features andautodialers)

• Mult i- line with m ult i- segm ent call appearance icons

• 24 program m able but tons for lines/ features/ autodials

• Busy Lam p Field/ Direct Stat ion Select support

• Mult iple appearances of hunt groups

• Mult iple line appearances

• 4 T24’s per T7316E without power supply

• 9 T24’s per T7316E with power supply

• Desk or wall m ount

• Colors: charcoal and plat inum

The following table highlights configurat ion rules:

Enhanced KI M(use KI M for m ult iple appearances

of target lines)

Ordinary KI M(use KI M for BLF/ DSS)

Max # setsper system

Max # sets Max # EKI Mon each set

EKI M (m ax# )

Max # sets Max # OKI Mon each set

Max OKI M

96 12 4 48 84 9 756

Avaya Audio Conferencing Unit

Descript ion

Designed in partnership with Polycom , the Avaya Audio Conferencing Unit offers superior teleconferencing byusing three m icrophones to provide 360 degrees of voice coverage. The Conferencing Unit is a full duplexhandsfree unit . This feature allows voice to be heard and picked up at the sam e t im e, providing faster responset im e and elim inat ing conversat ion “collisions” and losses. The unit has a Feature Key that allows access to m any



of the sam e features found on the Business Series Term inals The Conferencing units connects to the sam edigital ports of I P Office that are also support ing BST term inals.

I P Office supports a num ber of different but ton m odules to provide telephones with addit ional program m ablebut tons. The lim its stated below are those applicable for the I P Office 4.2 2Q 2009 m aintenance release andhigher.

• BM3 2 : (1616) Up to 32 BM32s supported (32 but tons each, up to 1024 but tons) .

• DSS4 4 5 0 : (4412D+ , 4424D+ ) Up to 8 DSS4450 m odules per system (m axim um of 2 per DS expansion m odule, including theI P406v2) (50 but tons each, m ax 400 but tons) .

• DBM3 2 : (1416)Up to 32 DBM32s supported (32 but tons each, up to 1024 but tons) .

• EU2 4 / EU2 4 BL: (4620, 4621, 5420, 5620, 5621/ 4620, 4621, 5620, 5621) Up to 8 EU24s per system (24 but tons each, m ax 196 but tons) .

• SBM2 4 : (9630G, 9640, 9640G, 9650, 9650C) Up to 42 SBM24s per system (24 but tons each, up to 1008 but tons) .

• BM1 2 : (9508. 9608,9611 9641)

Up to 42 SBM24s per system (24 but tons each, up to 1008 but tons) .

• BM1 2 : (9608,9611 9641)

Up to 42 SBM24s per system (24 but tons each, up to 1008 but tons) .

• LCD I P key Expansion m odule for 1 2 0 0 telephones (1220,1230)

Up to 82 LCD- I P KEMs per system (12 but tons each, up to 1008 but tons) .

• LED I P key Expansion m odule for 1 2 0 0 telephones (1220,1230)

Up to 56 LED- I P KEMs per system (18 but tons each, up to 1008 but tons) .

• LCD I P key Expansion m odule for 1 1 0 0 telephones (1220,1230)

Up to 56 LCD- I P KEMs 24s per system (12 but tons each, up to 1008 but tons) .

• T3 Series: (All T3 telephones)

Up to 30 T3 DSS m odules supported. (36 but tons each, up to 1080 but tons) . T3 DSS but tons arenot included in the overall system lim it for addit ional but ton m odule but tons.

• XM2 4 : (6416+ , 6424+ ) Up to 10 XM24 units per system (m axim um of 2 per DS expansion m odule, including the I P406v2)with a m axim um of 1 per 6416+ / 6424+ phone (24 but tons each giving a m axim um of 240 XM24but tons) .

• Τ24 KI M (Key I ndicator Module)L T7316)Up to 42 T24 KI Ms per system (24 but tons each, up to 1008 but tons) .

The m axim um num ber of addit ional but ton m odule but tons per system is 1024 ( regardless of if the but tons areconfigured for use or not ) . Only except ion is use of T3 DSS only where, if no other but ton m odules are used, atotal of 1080 but tons is supported:

• 12 x BM32 + 5 x EU24 + 20 x SBM24 is allowed (984 but tons in total) .

• 15 x T3DSS + 15 x BM32 is allowed (1020 but tons in total) .

• but NOT 8 x BM32 + 10 x EU24 (because it exceeds the m axim um num ber of 8 EU24s, even thoughtotal but tons < 1024) .

• and NOT 14 x BM32 + 5 x EU24 + 20 x SBM24 ( total 1048 but tons, this exceeds the m axim um 1024but tons per system ) .



T3 Telephones

The T3 range of digital Upn and I P telephones provide European style with context sensit ive displays and areavailable in select European count r ies only.While the digital version is current ly available, the I P version is nolonger sold new. We recom m end to use the 9600 line I P telephones instead.

T3 Compact

This telephone is best suited for the Walkup User. I t is available in Europe only.

Note that the T3 I P com pact is no longer available for new sales

Com m on Features:• Display: 1 line with 24 characters alphanum erical plus one line of icons

• Fixed Feature But tons: 3 keys with pr inted text labels and 2 for Audio Volum e cont rol

• Program m able Feature But tons: 3 keys with indicators and printed text labels, 2 keys with pr intedtext labels

• Speakerphone: Full duplex handsfree speaker and m icrophone.

• Hearing Aid Com pat ible: Through opt ional handset

• Message W ait ing and call log I ndicator: Yes

• Personalized Ring Pat terns: Yes, 8 r ing pat terns

• Em bedded Applicat ions: Navigat ion Cursor Cont rol, Call signaling via LED and/ or r inger; Alphanum ericent ry via dialing keypad.

• Color: Graphite gray or polar white.

• Mount ing: Desk or opt ional wall m ountable.

• Adjustable Desk Stand: No

Features for T3 Upn only:• Upgradeable Firm w are: No.

• Opt ional Add- Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets.

• Headset Socket : No. Opt ional headset add-on available.



Features for T3 I P only:• Upgradeable Firm w are: Yes

• Headset Socket : Yes

• Opt ional Add- Ons: No

• Pow er Supply: I EEE 802.3af Power over Ethernet (PoE) or individual power supply unit .

• Codecs: G.711, G.729a/ b.


• SNMP Support : No.


• Ethernet Ports: Two port full-duplex 10/ 100 BaseT Ethernet switch.







T3 Classic

This telephone is best suited for the Everyday User. I t is available in Europe only.

Note that the T3 I P Classic is no longer available for new sales

Com m on Features:• Display: 4 lines x 26 characters

• Fixed Feature But tons: 5 preprogram m ed keys with pr inted text labels and 2 for Audio Volum e cont rol

• Program m able Feature But tons: 6 preprogram m ed keys with indicators and printed text labels, 4program m able keys with pr inted text labels




• Personalized Ring Pat terns: Yes, 8 r ing pat terns.


• Em bedded Applicat ions: Navigat ion Cursor Cont rol, Call signaling via LED and/ or r inger; Alpha ent ryvia dialing keypad.



• Mount ing: Desk

• Adjustable Desk Stand: Display adjustable

Features for T3 Upn:• Upgradeable Firm w are: No.

• Opt ional Add- Ons: up to 3 DSS Modules



Features for T3 I P:• Upgradeable Firm w are: Yes.

• Opt ional Add- Ons: up to 3 DSS Modules with AEI / Headset link,


• Codecs: G.711, G.729a/ b.


• SNMP Support : no.







T3 Comfort

This telephone is best suited for the Execut ive as well as the Recept ionist / Assistant User. I t is available inEurope only.

Note that the T3 I P Com fort is no longer available for new sales

Com m on Features:• Display: 17 lines x 40 characters, I ntegrated keyboard

• Fixed Feature But tons: 5 preprogram m ed keys with pr inted text labels and 2 for Audio Volum e cont rol

• Program m able Feature But tons: 6 preprogram m ed keys with indicators and printed text labels, 6preprogram m ed keys with pr inted text labels, 10 user program m able keys with associated displaylabels.




• Personalized Ring Pat terns: Yes, 8 r ing pat terns.


• Em bedded Applicat ions: Navigat ion Cursor Cont rol, Call signaling via LED and/ or r inger



• Mount ing: Desk

• Adjustable Desk Stand: Display adjustable

Features for T3 Upn:• Upgradeable Firm w are: No.

• Opt ional Add- Ons: up to 3 DSS Modules



Features for T3 I P:• Upgradeable Firm w are: Yes.

• Opt ional Add- Ons: up to 3 DSS Modules with AEI / Headset link,


• Codecs: G.711, G.729a/ b.


• SNMP Support : No.







T3 DSS Expansion Modules

The T3 DSS Module is a phone expansion m odule that is com pat ible with all T3 Upn and T3 I P Telephonesexcept the T3 I P Com pact . Each m odule provides an addit ional 36 program m able but tons with associatedprinted text labels and indicators, and can be program m ed for lines, groups or speed dial num bers. 3 DSSModules can be added to each T3 phone. Power is provided by T3 Upn telephones, but an external poweradapter is needed for each DSS m odule when used on T3 I P telephones.

I P Office 406, I P412 and I P500 support a m axim um of 30 T3 DSS m odules per cont rol unit . Please refer to System But ton Module Support for the total system lim itat ions of but ton m odules on I P Office.

Wireless and Remote Phone Solutions

Avaya I P Office Wireless Solut ions include analog, digital and I P-based WiFi wireless telephones. These aresolut ions em ployees can use every day to work m ore effect ively and be m ore responsive to custom ers - allwhile increasing revenues and keeping com m unicat ion costs firm ly under cont rol. Also, Avaya I P Office Mobilit ySolut ions integrate seam lessly with I P Office, enhancing each custom er’s investm ent . I P Office's in-buildingMobilit y Solut ions im prove com m unicat ion with staff that , because of the funct ion they perform , are m obilewithin the workplace. Using wireless technology, such individuals m ay be instant ly contactable, with m anyobvious benefits;

• The wireless telephone is carr ied in the pocket , so users are not t ied to the desk in order to rem ain incontact .

• Users m ay be contacted instant ly to ensure fast , accurate decision m aking and im m ediate response toproblem s through planned radio coverage with no blind spots

Avaya W ireless and Rem ote Solut ions

I P Office supports the following wireless solut ions:

• DECT R4, is the m ainst ream I P based DECT solut ion, offered in the EMEA and NA regions and in selectedAPAC count r ies. With the new Com pact base-stat ion, it is also the first choice for sm all installs withsm aller channel/ capacity need.

• I P-DECT in the EMEA and NA regions and in selected APAC count r ies is also supported on I P Office. Notethat the I P-DECT solut ion will be eventually com pletely replaced by DECT R4.

• Digital Wireless North Am erican m arket .

• Avaya VoI P WiFi Solut ion offered worldwide in selected count r ies including North Am erica, EU count r iesand selected others.

I P Office supports the following VPN rem ote phone solut ions:



• VPN phone funct ionality on all supported 9600 telephones. VPN funct ionality is a integral part of the9600 software and does neither require a separate software load nor does it require a license.

Wireless - DECT R4

The Avaya DECT R4 solut ion delivers the product ivity-boost ing benefits of I P and wireless com m unicat ionsacross m ult iple offices in a convenient , lightweight handset . I t provides businesses with a highly funct ionalwireless solut ion with the abilit y to scale to support large num bers of users. This system also supports users indifferent offices connected via a WAN. The Avaya DECT R4 solut ion radio fixed part or I P base stat ion ( I PBS)connects to the I P Office using an I P protocol based on H.323.

Avaya’s DECT R4 solut ion features all advantages of a full blown DECT solut ion for the enterprise m arket : Costeffect ive high wireless voice quality in a frequency band exclusively reserved for DECT that is secure, easy todeploy and enhance.

W hat is new w ith R7

With I P Office R6 the cost efficient 4-channel base-stat ion “com pact ” was int roduced, offer ing a m oreeconom ical solut ion for sm all installs of e.g. 3 base-stat ions/ 10 handsets where 4- radion channels aresufficient :

I P Office Release 7.0 extends the features of DECT R4, including integrated adm inist rat ion and sim plified install.This not only exposes m ore I P Office features to the DECT solut ion, but addit ionally reduces the TCO for bothbusiness partner and custom er.

Highlights include:

• Sim plified install - 4 steps on the m aster base stat ion, nothing on the slave; rest by handsetprom pts or I P Office Manager

• Sim plified GUI m ode on the base stat ion displays opt ions that are applicable to I P Office only

• All further adm inist rat ion via I P Office Manager, e.g. Adds. Moves and changes..

• I ntegrated handset in-call and out of call feature m enu giving access to m any features withoutprogram m ing the handset : Login/ out , forwarding ( including num ber) , park/ hold, conference etc

• I dle line display of user nam e/ num ber including status indicator Do Not Disturb, parked/ held calls,twinned, group etc.

• Addit ional display of calling num ber during alert ing, using two lines of display

• Two new, special purpose handsets:

o One ruggedized handset for use in e.g., indust r ial environm ents offer ing superb protect ion

from liquids, dust etc.: 3740:

o A special “ int r insically safe” handset for usage in areas with high r isk of explosions, like

coal-m ines, refineries, gas stat ions etc. where e.g. a m inor internal spark in the handset couldotherwise ignite a explosion.: 3749

• DECT R4 is now available in addit ional regions, especially in the CALA theat re. Type approval hasbeen achieved for Mexico, Brazil and Argent ina. Please note that due to regulat ion, separatepower supplies are required and not all powering/ charging opt ions m ay be available. Please referto the DECT R4 product descript ion on support .avava.com





System OverviewThe com plete DECT R4 solut ion, including the new R6 com ponents, consists of the following:

• Two wireless handsets (3720 and 3725) plus a line of accessories.

• Two 8-channel radio base stat ions (with internal and external antennas) with I P interface for usage withI P Office.

• A 4-channel Com pact base-stat ion for sm all installs, up to 5 can be used per system .

• An appliance server for cent ralized funct ions like corporate directory and internal phonebook access,sim ple text m essaging, integrat ion of m essaging and other external applicat ions, cent ralizedconfigurat ion and m aintenance etc.

As the solut ion contains a handset with liquid protect ion and BlueTooth headset interface and an applianceserver for at taching m essaging applicat ions it is especially well suited for vert icals like healthcare and retail.

All handsets and radio base stat ions support the DECT frequency bands in EMEA, APAC, NAR and CALA with thesam e hardware and firm ware. (Please check type approval for availabilit y in the different regions)

The Avaya DECT R4 solut ion on I P Office supports up to 120 handsets and 32 base stat ions. Each base stat ioncan be powered over the LAN using the Power over Ethernet (PoE) standard. Each base stat ion can be alsopowered by an external power supply. There are two versions of the base stat ion ( I PBS) available: , a standardbase stat ion with fixed antennas and an enhanced base stat ion with a variety of external antennas (Externalantenna not available in the US) . Both base-stat ions can be installed in an outdoor housing to provide an"external" base-stat ion

I n all approved regions, this system supports the 3720 and 3725 handsets.



I P DECT Radio Base Stat ion ( RBS)The DECT R4 Radio Base Stat ions are used with I P Office only. I t connects direct ly to a LAN switch usingEthernet cabling. The DECT R4 Radio Base Stat ions can either be powered by Power-over-Ethernet or by usingexternal power supplies that are available as accessories.

Each standard DECT R4 Radio Base Stat ion can handle up to eight concurrent calls while each Com pact RadioBase Stat ion can handle up to 4 concurrent calls. A special protocol called on-air synchronizat ion ensures thatact ive calls are seam lessly handed over from one DECT R4 Radio Base Stat ion to the next one if a user with anact ive call roam s through a building.

To m ake sure that the on-air protocol works and that the whole building is covered by the ranges of the DECTR4 Radio Base Stat ions a site survey is needed to determ ine the num ber and placem ent of the DECT R4 RadioBase stat ions within the building. Avaya offers these site surveys as a service offer by AGS as well asm easurem ent kits for business partners who want to do these site surveys on their own.

The on-air synchronizat ion as well as the access to the phonebook of I P Office is done by a special software(m aster server) that can run in parallel to the standard DECT R4 Radio Base Stat ion software on the sam ehardware.

DECT R4 Radio Base Stat ion w ith internal

antennas

DECT R4 Radio Base Stat ion w ith

external antennas

Each base stat ion has the following features:

• Two variants of the standard Radio Base Stat ion: With I nternal antenna and with External Antenna dueto regulat ion, in the US only the base-stat ion with internal antenna m ay be used.

• There are several antennas available for the base-stat ion with external antenna: Standard, Direct ionalSingle, Direct ional Dual, Om nidirect ional.

• One variant of the Com pact Radio Base Stat ion with internal antennas. The com pact base stat ion has thesam e look and feel as the base stat ion with internal antenna.

• Outdoor housing available for both versions

• 8 Sim ultaneous voice and up to 12 signaling channels for the standard Radio Base Stat ions.

• 4 Sim ultaneous voice and up to 12 signaling channels for the com pact Radio Base Stat ions.

• Codec G.711, G723, G.729a/ b for base stat ion I P t runk connect ion.

• Power Consum pt ion

• Power over Ethernet or local power supply supported

• Power over Ethernet , I EEE 802.3af, class 2, typical 4W, m axim um 5W consum pt ion.

• Dim ension: 200 (w) x 165 (d) x 56 (h) m m including m ount ing bracket

• Weight RBS: 450g.



DECT Feature OverviewGiven the degree of integrat ion available to wireless users with DECT, there are a variety of m eans by whichcalls can be routed to wireless handsets:

• Handover While in m ot ion, the handset perform s cont inuous m easurem ents to determ ine which DECT R4 basestat ion has the st rongest signal. The one that can be best received is defined as the act ive Base stat ion.To prevent the handset from rapidly switching back and forth between two base stat ions that are equallywell received, threshold values are used. Handover between base stat ions occurs seam lessly whether acall is act ive or not .

• DECT Netw orking An DECT R4 telephone can t ravel from one office to another which is connected over a wide areanetwork (WAN) link and m ake and take calls. I n this scenario the m ain DECT R4 cont roller rem ains atone "headquarters" locat ion, with slave base stat ions in up to 31 other offices.

• DDI / DI D Since each wireless handset is an extension on the I P Office system calls m ay be routed direct ly using aDDI / DI D num ber.

• Transfer Calls m ay be t ransferred to DECT extensions by operators or other extension users and DECT extensionusers m ay t ransfer callers to any other extension user.

• Hunt group com pat ibility Wireless handsets m ay be program m ed as m em bers of groups and answer calls in the sam e m anner asany other extension within that group.

• Group w orking Wireless handsets m ay be program m ed as m em bers of groups and at t ract calls in the sam e m anner asany other extension within that group. DECT handsets m ust NOT be configured into collect ive groups.

• Divert dest inat ion Users m ay init iate any or all diverts from an Avaya desk phone to a wireless handset .

• Tw inning Twinning allows calls to a user m ain extension num ber to alert at both that extension and a secondaryextension. Though not rest r icted to DECT, this feature is aim ed prim arily at users who have both a deskphone and a wireless extension. Calls from the secondary twinned extension are presented as if from theusers m ain extension. Presentat ion of call wait ing and busy is based on whether either of the twinnedextensions is in use.

• DECT R4 Capacit ies:

Feature DECT R4

Maxim um Handsets 120

Maxim um Base Stat ions if Master Server is on a standard RBS 32

Maxim um Base Stat ions if Master Server is on a Com pact RBS 5

Total Base Stat ions/ Com pact Base Stat ions 32

Total num ber of Com pact Base Stat ions 5

Maxim um sim ultaneous calls 100*

* May be lim ited by the available VCM voice com pression channels for calls to non- I P dest inat ions.DECT R4 on I P Office does not support Redundancy opt ion.

• Licensing and Redundancy Other then I P-Dect , Dect R4 does not require any licensing by itself (next to the licensing for theappropriate VCM channels in I P Office) . Dect R4 on I P Office does not support Redundancy opt ion



DECT R4 I nbuilding W ireless Server ( AI W S)The Avaya I nbuilding Wireless Server enhances the funct ionality of the DECT R4 with addit ional funct ionalitysuch as I P Office and LDAP directory access, cent ralized m anagem ent and software update as well as handsetto handset SMS plus basic web m essaging.

Avaya I n-Building Wireless Server (AI WS) is a server for handling wireless services and m essaging. I t runs on asolid state em bedded Server (AI WS Hardware) . I t com es pre- installed, with the appropriate features act ivatedon that server.

For installat ion and m aintenance, this server is m anaged by a PC using Windows I nternet Explore (6.0 orabove) and Sun’s Java Runt im e Environm ent .

Several variants of the server are available. All Servers com e fully installed and preloaded with licenses so noext ra installat ion is needed. There is no upgrade available from e.g. Basic to standard.

Basic Basic+ Standard OAP

NTP Server

( I P 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 I PO )

( from release 6, cent ral I P Office phonebook is alsosupported direct ly on the Master RBS)

X(only I PO)

X(only I PO)

X( I PO & LDAP)

SMS Handset to Handset X X X X

Basic W eb Messaging X X X X

Netpage W eb Messaging X

Softw are Dow nload Over- The- Air X(up to 32handsets)

X(up to 120handsets)

Softw are Dow nload Via Advanced/ Rack Charger X(up to 32handsets)


Centralized Handset Configurat ion Over- The- Air X(up to 32handsets)


Centralized Handset Configurat ion Via

Advanced/ Rack Charger

X(up to 32handsets)


Virtual SI M Card X(up to 32handsets)


AI W S as Protocol Converter X(only OAP)



DECT R4 AccessoriesI n addit ion to the standard chargers, a num ber of high funct ionality chargers exist :

• Basic Charger

• Charges one DECT phone (3720 and 3725)

• Charge t im e: 4 hours.

• Advanced Charger

• Charges one DECT phone (3720 and 3725)

• Supports easy replacem ent of telephones

• Connected to configurat ion tool PDM (Portable Device Manager) via USB or Ethernet


• Rackm ount Charger

• Sam e funct ionality as the advanced charger but for up to 6 DECT telephones (3720 and 3725)


• Mult iple Bat tery Charger

• Charges 6 bat ter ies (3725) .



• Portable Device Manager Software to be used in com binat ion with Advanced or Rackm ount Charger in order to Manage the 3720and 3725 phone:

• Requirem ents: Windows XP® Professional, Service Pack 2 (SP2) or Windows Vista® Businessoperat ing system , Sun Java Runt im e Environm ent (JRE) 6 or later, Acrobat Reader 5 or higher.

• Other accessories

• Handset Basic Belt Clip

• Handset Swivel Belt Clip

• Handset Leather Case (3720 and 3725)

• Handset Security Chain



Wireless - Avaya I P DECT

I P- DECT, w hile fully supported on I P Office R7 , is no longer available for new sales or upgrades.

The I P DECT solut ion delivers the product ivity-boost ing benefits of I P and wireless com m unicat ions acrossm ult iple offices in a convenient , lightweight handset . I t provides businesses with a highly funct ional wirelesssolut ion with the abilit y to scale to support large num bers of users. This system also supports users in differentoffices connected via a WAN. The Avaya I P DECT solut ion radio fixed part (RFP) or base stat ion connects to theI P Office using an I P protocol based on H.323.

The Avaya I P DECT solut ion supports up to 120 handsets and 32 base stat ions. Each base stat ion can bepowered over the LAN using the Power over Ethernet (PoE) standard. Each indoor base stat ion can alsoopt ionally be connected to m ain power via an external power adaptor. Each outdoor base stat ion can only bepowered using PoE - no individual power supplies are available to power the outdoor I P DECT base stat ion.

I n EMEA and APAC this system supports the 3701 and 3711 handsets.

I n North Am erica, only the 3711 handset is supported.

Note: The regulatory requirem ents for the radio part (base stat ion and Handset ) are slight ly different in the USand Canada com pared to EMEA and APAC. Therefore, while providing the sam e funct ionality, the hardware isdifferent in these two regions.

Each Base stat ion has the following features:

• 8 sim ultaneous Voice and up to 12 Signaling Channels.

• Codec G.711, G.723, G.729 for base stat ion I P t runk connect ion.

• Handover

While in m ot ion, the handset perform s cont inuous m easurem ents to determ ine which I P DECT basestat ion has the st rongest signal. The one that can be best received is defined as the act ive Base stat ion.To prevent the handset from rapidly switching back and forth between two base stat ions that are equallywell received, threshold values are used. Handover between base stat ions occurs seam lessly whether acall is act ive or not .

• DECT Networking

An I P DECT telephone can t ravel from one office to another which is connected over a wide area network(WAN) link and m ake and take calls. I n this scenario the m ain I P DECT cont roller rem ains at one"headquarters" locat ion.

Given the degree of integrat ion available to wireless users with DECT, there are a variety of m eans by whichcalls can be routed to wireless handsets:

• DDI / DI D

Since each wireless handset is an extension on the I P Office system calls m ay be routed direct ly using aDDI / DI D num ber.

• Transfer

Calls m ay be t ransferred to DECT extensions by operators or other extension users and DECT extensionusers m ay t ransfer callers to any other extension user.

• Hunt group com pat ibility

Wireless handsets m ay be program m ed as m em bers of groups and answer calls in the sam e m anner asany other extension within that group.

• Group w orking

Wireless handsets m ay be program m ed as m em bers of groups and at t ract calls in the sam e m anner asany other extension within that group. DECT handsets m ust NOT be configured into collect ive groups.

• Divert dest inat ion

Users m ay init iate any or all diverts from an Avaya desk phone to a wireless handset .

• Tw inning

Twinning allows calls to a user m ain extension num ber to alert at both that extension and a secondaryextension. Though not rest r icted to DECT, this feature is aim ed prim arily at users who have both a deskphone and a wireless extension. Calls from the secondary twinned extension are presented as if from theusers m ain extension. Presentat ion of call wait ing and busy is based on whether either of the twinnedextensions is in use. I n North Am erica this funct ionality becam e available in Release 4.0.7.

I P DECT Capacit ies

Feature I P DECT

Maxim um handsets 120

Maxim um base- stat ions 32

Total base- stat ions/ repeaters 32

Maxim um sim ultaneous calls 100*



* May be lim ited by the available VCM voice com pression channels for calls to non- I P dest inat ions.

Wireless - WiFi (802.11)

The Avaya I P Wireless solut ion offers an advanced Voice over I P (VoI P) client for wireless networks. Thissolut ion allows SME's to take advantage of the cost savings and sim plified m anagem ent of a converged voiceand data infrast ructure.

LA

N

802.11 Access Points

Voice Priority Processor

NetLink OAI Gateway

(Optional)

Application Server (Optional)

3616/20/26Supported but not longer available

Avaya Media Gateway

IP Connection

3645

3641

Avaya

IP Office

TFTP Server

LA

NL

AN

802.11 Access Points

Voice Priority Processor

NetLink OAI Gateway

(Optional)

Application Server (Optional)

3616/20/26Supported but not longer available

Avaya Media Gateway

IP Connection

3645

3641

Avaya

IP Office

TFTP Server

The 3641 and 3645 telephones provide an im proved userinterface, a new lightweight design and a radio thatsupports several WiFi standards (802.11a/ b/ g) . With these handsets custom ers have an increased choice to fittheir needs and infrast ructure.

Based on global standards for wireless LAN's, the Avaya I P Wireless Telephone Solut ion sim plifies networkinfrast ructure by enabling voice t raffic to be carr ied along with data t raffic over the sam e wireless network.3616, 3620 and 3626 telephones are supported but no longer available from Avaya for direct sequence 802.11bWiFi networks; the 3641 and 3645 will also work in 802.11a and 802.11g networks. These telephones are alsofield upgradeable through external TFTP clients (not included) , so telephones can be updated with newprotocols, features, and capabilit ies as they becom e available.

Users can have a choice of an execut ive or rugged workplace telephone and all the product ivity benefits of theirdesk telephone in this next generat ion of wireless telephone solut ions.

W ireless I P Term inals

Users can have a choice of 2 WiFi telephones to m eet their in building m obilit y needs:

• Both support the 802.11 a/ b/ g standards and up to 12 lines or selected features. Both of these handsetsare resistant to dust and spraying water and therefore also suitable for harsh environm ents. They alsooffer office-quality speaker-phone funct ionality.

• Avaya 3641 supports a broad range of enterprise applicat ions and is ideally suited for general office,financial or hospitality indust r ies. This com pact handset offers a highresolut ion backlight graphicdisplay a new, im proved userinterface and design and a lightweight form factor.

• Avaya 3645 is a slight ly larger version that in addit ion supports "push- to- talk" funct ionality forbroadcast com m unicat ion between em ployees. Due to its rubberized sized grips and the larger ear cupit is especially well suited in noisy and indust r ial environm ents.

• Access to 2* 6 lines or selected features through the " line" key and the "FCN" key (no individual labelsare supported for the adm inistered funct ions on the funct ion keys, status inform at ion only for callappearances but not for line appearances) .



Standards based Quality of Service support

Since Sum m er 2010 I P Office R6 Maintenance release a new software was m ade available for the 3641 and3645 handsets.

This software allows to use open standard Quality of Service m echanism s based on WMM standards.

Wi-Fi Mult im edia (WMM) is a specificat ion and cert ificat ion program created by the Wi-Fi Alliance, based uponthe Enhanced Dist r ibuted Channel Access (EDCA) m echanism defined in the 802.11e standard. Avaya handsetssupport two QoS m ethods; the proprietary Spect raLink Voice Prior ity (SVP) developed to m eet a gap whichexisted before 802.11e rat ificat ion and the standards-based Wi-Fi Alliance Wireless Mult i-Media (WMM). SVP orWMM-enabled APs and an AVPP are required for all Avaya wireless telephone installat ions, even if the WLAN isbeing used only for voice. Without a m ethod of pr ior it izat ion for voice packets, the lack of a cont rolled deliverym ethod will result in poor audio quality, reduced capacity, poor handoffs and/ or poor bat tery life even with onlyvoice devices on the network. I n a m ixed configurat ion using the AVPP and WMM refer to the Configurat ion andDeploym ent Guides for Polycom VI EW Cert ified and Field Verified WLANs for specific configurat ionrequirements.

Basic WMM im plem entat ion in access points does not include Unscheduled-Autom at ic Power Save Delivery(U-APSD) and Call Adm ission Cont rol (CAC) , which are also defined in the 802.11e standard. Therefore, theAVPP is required to ensure the t im ing and delivery of Avaya voice packets, which is cr it ical as the user hands offbetween APs and for im proved bat tery life. The AVPP also provides call adm ission cont rol and allows thenum ber of calls per AP to be configured.

Please also refer to the Deploym ent Guide for Avaya-Polycom VoWiFi Telephones available onsupport .avaya.com



Avaya Voice Prior ity Processors

The Avaya Voice Prior ity Processor (AVPP) is an Ethernet LAN appliance that works with access points toprovide Quality of Service (QoS) on the wireless LAN. All packets to and from the wireless telephonespassthrough the AVPP and are encapsulated for pr ior it izat ion as they are routed to and from I P Office. AVPP is fullycom pliant with the I EEE 802.11a/ b/ g standards.

AVPP is required for QoS because the current I EEE 802.11a/ b/ g wireless LAN standards provide only lim itedm echanism for different iat ing audio packets from data packets. I t also delivers quality of service by lim it ing thenum ber of telephones that are connected to one access point in order to avoid quality problem s. I n addit ionAVPP ensures that the phone can run in energy-efficient m ode when not in use. The following AVPPs areavailable to m eet custom er needs:

• AVPP100: Serves 80 calls sim ultaneously.

• AVPP020: Serves 20 powered-on handsets.

• AVPP010: Serves 10 powered-on handsets.

W ireless Access Points

When using the Avaya Wireless I P solut ion, custom ers can ut ilize wireless access points from various vendors.The list of com pat ible wireless access points is large and constant ly growing. Please visit ht tp: / / www.polycom.com/ support / voice/ wifi/ view_cert ified.htm l and select "WLAN Com pat ibilit y List " for thelatest inform at ion.

Benefits

• Supports 802.11 a/ b/ g standards for Wi-Fi networks converging voice and data over a single network.

• Seam less integrat ion with I P Office.

• Excellent voice quality on converged wireless networks.

• Lightweight , durable handsets specifically designed for workplace use.

• I m proved display, bat tery life, processor power all with lower costs.

• I ncreased range of AVPP's to address the needs of diverse const ruct sizes.

• Mult itude of accessories are available:

• Dual Charger ( full charge accom plished in approxim ately one and a half hours) .

• Quick Charger ( full charge accom plished in approxim ately one and a half hours) .

• Single, Dual, and Quad Chargers for the 3641 and 3645 telephones.

• Belt Clip.

• Nylon Pouch.

• Carrying case with Lanyard.

• Hands Free Pouch.

• Noise canceling headset .

• Over the ear headset .

Avaya I P W ireless Telephony Solut ion ( AW TS) Open Applicat ion I nterface ( OAI )

Gatew ay

The AWTS Open Applicat ion I nterface (OAI ) Gateway enables third- party software applicat ions to com m unicatewith the Avaya I P Wireless Telephones. This serves as a two-way m essaging device. Many com panies provideapplicat ions that interface to your in-house paging system s, em ail, and client -server m essaging. Other vendorswith com plem entary system s such as nurse call, telem et ry, alarm , and cont rol system m anufacturers arecurrent ly developing applicat ions to interface with the Avaya I P Wireless Telephone solut ion.



3616 Wireless Telephone

W hile no longer available, this W iFi telephone is st ill supported on I P Office Release 6 .

The Avaya 3616 I P Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323.

The 3616 supports the following features:

• Lightweight innovat ive design .

• Sim ple to use.

• 802.11b standard-com pat ible.

• Radio Frequency 2.4000 – 2.835 GHz (SMI ) .

• Transm ission type Direct Sequence Spread Spect rum (DSSS) .

• FCC cert ificat ion Part 15.247.

• Managem ent of telephones via DHCP and TFTP.

• Voice encoding G711.

• Transm it Power 100m w peak, < 10m W average.

• Wired Equivalent Privacy (WEP) , 40bit and 128 bit .

• 2x16 character alphanum eric, plus status indicators.

• 4 hours talk t im e and 80 hours standby.



3626 Ruggedized Wireless Telephone

W hile no longer available, this W iFi telephone is st ill supported on I P Office Release 6 .

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 indust r ial environm ents.

• Ruggedized durable design.

• Push- to- talk (walkie- talkie) feature for broadcast com m unicat ions between em ployees.

Note: 3626 supports both R1.0 and R2.0 firm ware on the set itself. However, as of R3.1 of I P Office, only 3626phone R1.0 firm ware is supported.

164




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 I cons.

• Sim ple to use with im proved user interface.

• Navigat ion and soft keys for sim ple access to frequent ly used operat ions.

• Office-quality speakerphone for handsfree operat ion.

• 802.11a/ b/ g standard-com pat ible.

• Radio Frequency 2.4000 GHz (b/ g) or 5.8 GHz (a) .

• FCC cert ificat ion Part 15.247.

• Managem ent 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 com m unicat ion.

• Lithium I on Bat tery pack with up to 8 hours talk t im e and 160 hours standby.

• I P-53 Design (Liquid/ dust protect ion) .

• MI L 810F Design (Shock protect ion) .

• Clips, cases, lanyard.




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 addit ions:

• Push- to- talk (PTT) funct ionality for workgroup com m unicat ion

• Enlarged earpiece for operat ion in noisy environm ents

• Rubberized grips for im proved ergonom ics and durabilit y

166



3720 DECT

This telephone is fully supported on the Avaya DECT R4 system .

However, it can also be used on an Avaya I P DECT system in "GAP-m ode" with funct ionality lim ited to standardcalling funct ionality, DECT roam ing and handover. Access to I P Office cent ral directory as well as t im e of dayupdate is not available in GAP-m ode.

Standard DECT handset :

• Black and white display with Backlight and I cons

• Loudspeaker / hands free

• Graphical user interface

• Four way navigat ion key

• 6 built - in UI languages

• Standby 180 hours , Talk Tim e 16 hours (under opt im al condit ions)



3725 DECT

This telephone is fully supported on the Avaya DECT R4 system

However, it can also be used on an Avaya I P DECT system in 'GAP-m ode' with funct ionality lim ited to standardcalling funct ionality, DECT roam ing and handover. Access to I P Office cent ral directory as well as t im e of dayupdate is not available in GAP-m ode.

Standard DECT handset :

• Color Display with Backlight and I cons


• Build in Bluetooth 2.0, support ing the "headset " profile. While others standard com pliant headsets shouldwork, Avaya has only tested a selected num ber. See list of Headsets behind the feature table.



• 19 built - in UI languages. However, in som e languages m enu item s m ay appear in the English language.

• Standby 180h, Talk Tim e 16h (under opt im al condit ions) Bluetooth headset interface (Bluetooth 2.0,handsfree profile)

• Liquid and dust protected ( I P 44)

• Mult i- funct ional but ton (alarm call, answer call, etc.)

• Text m essage support ( requires AI WS, 30 m essages sent / received storable, m essage length 160characters)



Avaya 3 7 2 0 and 3 7 2 5 DECT Handsets Feature Overview

Telephone 3 7 2 0 DECT

Telephone

3 7 2 5 DECT

Telephone

Keys: Keypad yes yes

Hook on/ off but tons yes yes

Softkeys 3 3

Navigat ion cluster 4-way 5-way

Volum e but tons yes

Mute but ton yes

Alarm but ton yes

Display: Display, illum inated 112 x 115pixels, Blackand white

128 x 160pixels, 64Kcolors

Bat tery indicator yes

Signal st rength indicator yes

Tim e and date display yes

Audio: Handsfree yes, 2-way speakerphone

Headset interface 2 .5 m m yes

Bluetooth 2 .0 Headset profile no yes

Supported Ring tones 14 14

Ring tone volum e 8 levels

Vibrat ion yes

Ringing opt ions Ring, Vibrat ion, visual

Usage profiles supported

Keyes beep yes, selectable

Volum e control 8 levels 8 levels

Features Message LED ( Red- green) yes yes

Call log ( Local) 25 ent r ies 25 ent r ies

Local Directory/ Contacts 250 250

Access to I P Office Directory Possible[ 1] Possible[ 1]

Support of Text Messaging no Opt ional [ 1]

Phone lock pin protected pin protected

Keyes lock yes yes

Program m able " in Call Feature" m enu 10 funct ions 10 funct ions

Program m able "Call Services" Menu 10 funct ions 10 funct ions

GAP com pliant yes yes

Hardw are: Bat tery LithiumPolym er

Lithium- I on

Standby/ Talk t im e - No Bluetooth 160/ 16 hours 120/ 20 hours

Standby/ Talk t im e - w ith Bluetooth n.a. 120/ 13 hours

Charge t im e 4 hours 4 hours

Dust / Liquid Protect ion level I P 44

Ruggedness I EC 68-2-32, procedure 1,dropped 12 t im es from 1 m et re

Size 133 × 53 × 24 134 × 53 × 26mm




Telephone

3 7 2 5 DECT

Telephone

W eight 115 g (bat teryand clipincluded

130 g (bat teryand clipincluded)

Belt clip opt ions none, standard, swivel

Localizat ion: Supported languages English, Danish

German Dutch

Spanish English

French Finnish

Russian [ 2] French

Downloadablelanguage (oneof 14 [ 2] )

German

I talian

Norwegian

Portuguese

Spanish

Swedish

Polish [ 2]

Greek [ 2]

Czech [ 2]

Hungarian [ 2]

Brasilian [ 2]

Slovakian [ 2]

Turkish [ 2]

Russian [ 2]

1. Requires AI WS Server for integrat ion with I P Office

2. Language supported on phone, I P Office m enu item s m ight appear in English.

The new DECT R4 handsets will work with the legacy I P DECT system . Nevertheless not all features availablewith the 3701 and 3711 handsets will be available on the DECT R4 handsets as well. An ( incom plete) list ofworking features is:

• Subscript ion with PARK.

• Basic Call.

• Display Messages (with som e lim itat ions, e.g. t runcat ion at end of line) .

• Handover.

• Roaming.

• R-Key Handling (Enquiry call, Conference, .. .) .

• Feature Access Codes.

• Dist inguish between internal/ external calls.

• DTMF during call.

• Local call log (calling party num bers are t ransm it ted) .

• Local t im e and date.

Features already known to be not working with DECT R4 handsets and the legacy I P DECT system are

• Access of external directory (e.g. LDAP) .

• Get t im e and date from the system .



• WML (WAP access) .

• SMS/ Messaging (not a feature of the legacy I P DECT system ) .

Generally it is highly recom m ended to do a sam ple installat ion with one handset first before rolling out a largerset of DECT R4 handsets on a legacy I P DECT system



3740 Ruggedized DECT


However, it can also be used on an Avaya I P DECT system in "GAP-m ode" with funct ionality lim ited to standardcalling

· Black and white display with Backlight and I cons

· Loudspeaker / hands free

· Graphical user interface

· Four way navigat ion key

· 19 built - in UI languages. However, in som e languages m enu item s m ay appear in the English language.

· Standby 150h, Talk Tim e 18h (under opt im al condit ions)

· Ruggedness: Shockproof cert ificat ion I EC 60068-2-32, procedure 1 from 2 m eters

· Operat ing tem perature: -10° C to + 55° C

· Liquid and dust protected ( I P 65)

· Mult i- funct ional but ton (alarm call, answer call, etc.)

· Text m essage support ( requires AI WS, 30 m essages sent / received storable, m essage length 160characters)



3749 I ntrinsically save DECT handsets

3749 Intrinsically save DECT handsets


However, it can also be used on an Avaya I P DECT system in "GAP-m ode" with funct ionality lim ited to standardcalling funct ionality, DECT roam ing and handover. Access to I P Office cent ral directory as well as t im e of dayupdate is not available in

Color display with Backlight and I cons


• Build in Bluetooth 2.0, support ing the "headset " profile. While others standard com pliant headsets shouldwork, Avaya has only tested a selected num ber. See list of Headsets behind the feature table.



• 19 built - in UI languages. However, in som e languages m enu item s m ay appear in the English language.

• Standby 150h, Talk Tim e 18h (under opt im al condit ions)

• Ruggedness: Shockproof cert ificat ion I EC 60068-2-32, procedure 1 from 2 m eters

• Operat ing tem perature: -10° C to + 55° C

• Liquid and dust protected ( I P 65)

• Mult i- funct ional but ton (alarm call, answer call, etc.)

• Text m essage support ( requires AI WS, 30 m essages sent / received storable, m essage length 160characters)

• Lim itat ions due to power const raints for I nt r insically Safe handsets:

– Display br ightness is lower

– The keypad has no backlight for security reasons

– The vibrator and sound are not act ivated sim ultaneously (Ringing and vibrat ion alternate)

– The r ing signal/ beeper volum e is slight ly lower than 3740

– Loudspeaker volum e is slight ly lower lower than 3740



Avaya 3 7 2 0 / 3 7 2 5 / 3 7 4 0 / 3 7 4 9 DECT Handsets Feature Overview


Telephone

3 7 2 5 DECT

Telephone

3 7 4 0 DECT

Telephone

3 7 4 9 DECT

Telephone

Keys: Keypad yes yes yes yes

Hook on/ off but tons yes yes yes yes

Softkeys 3 3 3 3

Navigat ion cluster 4-way 5-way 4-way 4-way

Volum e but tons yes yes yes

Mute but ton yes yes yes

Alarm but ton yes yes yes

Display: Display, illum inated 112 x 115pixels, Blackand white

128 x 160pixels, 64Kcolors

128 x 160 pixels,Black and White

128 x 160 pixels,64K colors

Bat tery indicator yes yes yes yes

Signal st rength

indicator

yes yes yes yes

Tim e and date display yes yes yes yes

Audio: Handsfree yes, 2-way speakerphone yes, 2-way speakerphone

Headset interface 2 .5

m m

yes no, I P65 com pat ible special plug

Bluetooth 2 .0 Headset

profile

no yes no yes

Supported Ring tones 14 14 14 14

Ring tone volum e 8 levels 8 levels

Vibrat ion yes yes

Ringing opt ions Ring, Vibrat ion, visual Ring, Vibrat ion, visual

Usage profiles supported supported

Keyes beep yes, selectable yes, selectable

Volum e control 8 levels 8 levels 8 levels 8 levels

Features Message LED

( Red- green)

yes yes yes yes

Call log ( Local) 25 ent r ies 25 ent r ies 25 ent r ies 25 ent r ies

Local

Directory/ Contacts

250 250 250 250

Access to I P Office

DirectoryPossible

[ 1]Possible

[ 1]Possible

[ 1]Possible

[ 1]

Support of Text

Messaging

noOpt ional

[ 1]Opt ional

[ 1]Opt ional

[ 1]

Phone lock pin protected pin protected pin protected pin protected

Keyes lock yes yes yes yes

Program m able " in Call

Feature" m enu

10 funct ions 10 funct ions 10 funct ions 10 funct ions

Program m able "Call

Services" Menu

10 funct ions 10 funct ions 10 funct ions 10 funct ions

GAP com pliant yes yes yes yes

Hardw are: Bat tery Lithium Polym er Lithium- I on Lithium- I on Lithium- I on



Standby/ Talk t im e -

No Bluetooth

160/ 16 hours 120/ 20 hours 150/ 18 hours 80/ 10 hours

Standby/ Talk t im e -

w ith Bluetooth

n.a. 120/ 13 hours n.a. ???

Charge t im e 4 hours 4 hours 4 hours 4 hours

Dust / Liquid Protect ion

level

I P 44 I P 65 I P 65

Ruggedness I EC 68-2-32, procedure 1,dropped 12 t im es from 1 m et re

I EC 68-2-32, procedure 1, dropped12 t im es from 2.0 m

I nt r insically save

design ( for use e.g. in

m ining, chem ical

industry, gas- stat ions)

No No No Yes

Size 133 × 53 × 24 134 × 53 × 26mm

143 x 59 x 29mm

143 x 59 x 29 m m

W eight 115 g (bat teryand clip included



180 g (bat teryand clip included)

Belt clip opt ions none, standard, swivel none, standard, swivel

Localizat io

n:

Supported languages English, Czech Czech Czech

German Danish Danish Danish

Spanish Dutch, Dutch, Dutch,

French English English English

Downloadablelanguage (one

of 14[ 2]

) Finnish Finnish Finnish

French French French

German, German, German,

Greek Greek Greek

Hungarian Hungarian Hungarian

I talian I talian I talian

Norwegian Norwegian Norwegian

Polish Polish Polish

Portuguese(Brazilian)



Portuguese Portuguese Portuguese

Russian Russian Russian

Slovakian, Slovakian, Slovakian,

Spanish Spanish Spanish

Swedish Swedish Swedish

1. Requires AI WS Server for integrat ion with I P Office

2. Language supported on phone, I P Office m enu item s m ight appear in English.



Supported Bluetooth Headsets on the 3 7 2 5 and 3 7 4 9 headsets:

3725 and 3749 have build in Bluetooth 2.0, support ing the "headset " profile. While others standard com pliantheadsets should work, Avaya has only tested a selected num ber.

The following headsets are recom m ended:

• Plant ronics Voyager 520• Plant ronics Voyager 835• Plant ronics Explorer 390• Nokia BH-804• Nokia BH-904• SonyEricsson HBH-PV740• Peltor M2RX7-WS4• SonyEricsson HBH-PV702• SonyEricsson HBH-GV435• SonyEricsson HBH- I V835• Plant ronics Voyager510• Plant ronics Explorer665• Nokia BH-201• Jabra BT8010• Motorola H350• Motorola H670

• Sam sung WEP4102

DECT R4 handsets on I P DECT solut ion:

The new DECT R4 handsets will work with the legacy I P DECT system . Nevertheless not all features availablewith the 3701 and 3711 handsets will be available on the DECT R4 handsets as well. An ( incom plete) list ofworking features is:

• Subscript ion with PARK.

• Basic Call.

• Display Messages (with som e lim itat ions, e.g. t runcat ion at end of line) .

• Handover.

• Roaming.

• R-Key Handling (Enquiry call, Conference, .. .) .

• Feature Access Codes.

• Dist inguish between internal/ external calls.

• DTMF during call.

• Local call log (calling party num bers are t ransm it ted) .

• Local t im e and date.

Features known to be networking with DECT R4 handsets and the legacy I P DECT system are

• Access of I P Office/ external directory (e.g. LDAP) .

• Get t im e and date from the system .

• WML (WAP access) .

• SMS/ Messaging (not a feature of the legacy I P DECT system ) .

Generally it is highly recom m ended to do a sam ple installat ion with one handset first before rolling out a largerset of DECT R4 handsets on a legacy I P DECT system

3701 I P DECT

This telephone is fully supported on the Avaya I P DECT system . I t is no longer available for new sales.

However, it can also be used on the Avaya DECT R4 system in 'GAP-m ode' with funct ionality lim ited to standardcalling funct ionality, DECT roam ing and handover. The built in feature list will not work on DECT R4.



• Listen-only handsfree speaker.

• SOS Em ergency key for speed dialing an em ergency num ber.

• I nform at ion key that can be used for:

• Phone num ber lists and voice m ail indicat ion.

• I nform at ion and speaker key flash when act ive.

• 50 phone book ent r ies in every handset

• 10 possible r ing tones with tem porary m ute.

• 4- level signal st rength display.

• Speaker and handset volum e, 3- levels and m ute capabilit y.

• Manual and autom at ic key lock (1 m inute t im er) .

• Tem porary r ing tone m ut ing.

• Silent charging.

• 12 m enu languages: Czech, Danish, Dutch, English, Finnish, French, Germ an, I talian, Norwegian,Portuguese, Spanish and Swedish. However, in the Czech and Norwegian language m ode som e m enuitem s m ay appear in the English language.

• I llum inated 3- line graphic display (96 x 33 pixels) , variable 3- level cont rast .

• Stand-by t im e: Up to 100 hours.

• Talk t im e: Up to 10 hours.

• Charge t im e: m ax. 6 hours for em pty bat ter ies.

• Weight : 138 gram m es including 3 AAA (NiMH) bat ter ies.

• Dim ensions (Height x Width X Depth) : 146 x 55 x 28 m m .

Opt ional telephone accessories include:

• Desktop charger.

• An adapter cord for use with headsets.

• Heavy-duty belt clip.



3711 I P DECT

This telephone is fully supported on the Avaya I P DECT system . I t is no longer available for new sales.

However, it can also be used on the Avaya DECT R4 system in 'GAP-m ode' with funct ionality lim ited to standardcalling funct ionality, DECT roam ing and handover. The built in feature list will not work on DECT R4.

The 3711 phone supports the sam e features as the 3701 I P DECT handset but with the following differences:

• Full handsfree speakerphone operat ion.

• Headset connect ion (2.5 m m jack) .

• Vibrat ing alarm .

• Personal phone book with 100 ent r ies

• Access to system phone book.

• Voice Mail indicat ion.

• Choice from 30 r ing tones.

• Speaker and handset volum e, 7- levels and m ute capabilit y.

• Autom at ic call pick-up using a headset .

• 10 m enu languages: Danish, Dutch, English, Finnish, French, Germ an, I talian, Portuguese, Spanish andSwedish.

• I llum inated 5- line graphic display, (96 x 60 pixels) , variable 7- level cont rast .

Opt ional handset accessories include:

• Desktop charger.

• An adapter cord for use with headsets.

• Heavy-duty belt clip.



Digital Wireless 3810 Telephone

Features

• 2- line, 32 character Handset Liquid Crystal Display (LCD) .

• 10 hours of talk t im e, and 4 days of standby t im e.

• 4 displayed operat ion m odes indicat ing Talk, Ringer On/ Off, Bat tery Low, and Message Wait ing.

• Single but ton access to fixed features – Hold, Transfer, Conference, and Redial.

• 4 program m able but tons to access features on the PBX.

• 20 Num ber Mem ory for quick and easy speed dialing

• 10 channels, support ing up to 10 sim ultaneous conversat ions in overlapping radio coverage areas.

• Headset jack.

• Ringer and Handset volum e cont rol.

• User selectable r ing type.

• Vibrate alert .

• Redial But ton

• Base Unit and Charger Unit .

The Avaya 3810 Wireless Telephone is a digital telephone designed to work with I P Office from release 2.0 andabove by connect ing to a Digital Stat ion (DS) port . I t offers the m obilit y inherent in a wireless telephone plusaccess to a num ber of features and funct ionality of the connected com m unicat ions system .

A m axim um of 5 Avaya 3810 wireless handsets can be connected to the sam e I P Office in any overlapping radiocoverage 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 Bat tery.

• Belt Clip.

• Charging Stand.

• User and I nstallat ion Guide.

• Wall Plate Adapter.



Business Series Terminal T7406E Cordless Telephone (not supported in EMEA)

The T7406E Cordless Telephone is a desk-cent r ic m obilit y solut ion, designed for use in a sm all- tom edium -sized enterprise site, branch office or franchise site. The T7406E Cordless Telephone enablesbusinesses to deliver bet ter custom er service while m aking em ployees m ore product ive with workspacem obilit y. The T7406E is supported on I P Office m odules also support ing the BST digital sets.. The T7406E isavailable in North Am erica, Mexico and Caribbean count r ies excluding Jam aica and Trinidad. . Features

An integrated m ult iline phone, the T7406E leverages the features of the popular Business Series Term inalsport folio and has the following capabilit ies:

• 2.4 GHz I SM Band

• WiFi- “ fr iendly” technology that enables the product to work in the vicinity of a wireless LAN with nointerference

• Frequency-hopping spread spect rum (FHSS) available on 90 channels for each base

• Operat ing range of 350 m eters (1000 feet ) in outdoor clear line-of-sight

• 64-bit standards-based security encrypt ion

• Cellphone- like features such as a personal directory, key lock, handsfree speaker, backlight displayand keypad, vibrat ion not ificat ion

• Maxim um site density is two (2) base stat ions, each accom m odat ing up to four (4) handsets

• Nickel m etal hydride bat tery delivers 4 to 5 hours of talk t im e or 36 hours of standby t im e

• Convenient features such as speaker phone, vibrate m ode, 20-nam e directory, out -of- range alert ,m essage wait ing and signal st rength indicator

• Accessories include a belt clip, handset charging cradle, external bat tery charger, and AC adaptor

Digita l Mobility Solut ion

The Digital Mobilit y Solut ion is a m odular wireless voice com m unicat ion system that is based on the DigitallyEnhanced Cordless Telephony (DECT) technology. Supported on I P Office from Release 7, the Digital Mobilit ySolut ion scales from 1 to 64 users and covers an area up to 1.5-m illion square feet for t rue cam pus-widem obilit y. The solut ion consists of the following com ponents:

• Digital Mobilit y Cont roller 080/ 081 (DMC 080 supported in North Am erica; DMC 081 supportedelsewhere)

• Digital Mobilit y Cont roller 320/ 321 (DMC 320 supported in North Am erican; DMC 321 supportedelsewhere)

• Basestat ion (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

• Deploym ent Tool

Figure 1.

Connect ion to I P Office

Connect ion to I P Office is achieved by using one digital line per DECT phone. The sam e digital line interfaces arerequired that also support the BST digital telephones like the T7000 series of telephones.

Digita l Mobility Controllers

The following cont rollers are available within the Digital Mobilit y offer ing:

• Digital Mobilit y Cont roller 080/ 081 (DMC 080/ 081)

• Digital Mobilit y Cont roller 320/ 321 (DMC 320/ 321)

The Digital Mobilit y offer ing has a m ult i-cell opt ion that allows you to link two DMC units together to effect ivelydouble the capacity, deliver ing up to 5,000 square m eters coverage per base stat ion. DMC 080 and 320 aresupported in North Am erica. DMC 081 & 321 are supported elsewhere.

Figure 2.Digital Mobilit y Cont roller 080/ 081 (DMC 080/ 081)



Figure 3.Digital Mobilit y Cont roller 320/ 321 (DMC 320/ 321)

The two levels of cont rollers allow custom ers to start sm all and grow their m obilit y solut ion to m eet their needstoday and tom orrow without being charged for addit ional equipm ent unt il the need arises. The DMC 080/ 081 will support up to eight handsets and two base stat ions. Two DMC 080/ 081 m odules can belinked together, if increm ental growth is required (2 DMC 080/ 081 linked together will support 4 base stat ionsand 16 handsets) . The DMC 320/ 321 will support 32 handsets and 8 base stat ions. The DMC 320/ 321 can alsobe linked to expand up to 64 handsets and 16 base stat ions. The DMC m odule provides power to each base stat ion via twisted pair cable. The base stat ion can be located upto 4921 feet (1500 m ) from the DMC m odule. The two-channel repeater is used to extend coverage from a basestat ion, up to 50% addit ional coverage. Up to six repeaters can be registered to a specific base stat ion toextend the range of a base stat ion. The repeaters are linked to the base stat ion in a wireless m anner, so thatno physical connect ion is required. Local power is required for each repeater. The solut ion does offer an external antenna which can be used in conjunct ion with a repeater to extend a basestat ion signal up to 0.62 m iles (1 km ) away. A typical applicat ion would be a cam pus with m ult iple buildingsrequir ing coverage.

Table 1.Coverage Area

Digita l Mobility

Solut ion

Configurat ion

Maxim um

Num ber of

Base stat ions

Maxim um

Num ber of

Users

Maxim um

Num ber of

Sim ultaneous

Calls

Maxim um

Coverage:

Square Feet

Maxim um

Coverage:

Square

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 environm ent ( including building m aterial and equipm ent )Digita l Mobility Base Stat ions

Each Digital Mobilit y base stat ion supports up to four sim ultaneous calls and provides up to 5,000 squarem eters of coverage (depending on environm ent ) . One base stat ion can support up to six repeaters to furtherextend the Digital Mobilit y coverage.



Figure 4.Digital Mobilit y Base Stat ion

Digita l Mobility Repeaters

Each Digital Mobilit y repeater provides two or four channels and supports two or four sim ultaneousconversat ions while extending coverage from a base stat ion by providing up to 50 percent addit ional m obilit ycoverage. Up to six repeaters can be registered to a specific base stat ion in order to further extend base stat ionrange. Repeaters are linked to the base stat ion wirelessly, so no physical connect ion is required. Local power isrequired for each repeater.The Digital Mobilit y solut ion also includes an external antenna which can be used in conjunct ion with a repeaterto extend a base stat ion signal up to one kilom eter away. A typical applicat ion would be a cam pus with m ult iplebuildings requir ing coverage.

Figure 5.Digital Mobilit y Repeater

Digita l Mobility Handsets

A port folio of handsets are supported with the m obilit y port folio: Digita l Mobility Handset 7 4 3 0

A high value and low cost handset fulfilling all basic requirem ents for am obilit y handset . Targeted at indust ry, warehouse, and retail segm ents.The 7430 is available in North Am erica, and Argent ina only. Equivalenthandsets include the 4135 (EMEA and Hong Kong) 4136 (Aust ralia and NewZealand) , and 7434 (South Am erica) .



Digita l Mobility Handset 7 4 4 9

A classic high-quality rugged handset with a high level of funct ionality,targeted at office, hospital, and custom er support centers. This handset hasan I P 54 classificat ion (protect ion against dust and splashing water) .The 7440 is available in North Am erica, and Argent ina only. Equivalenthandsets include the 4145 (EMEA and Hong Kong) 4146 (Aust ralia and NewZealand) , and 7444 (South Am erica) ..

Digital Mobilit y Handset 4145Ex

The ult im ate handset with I P 54 and int r insic safe classificat ions. Targeted foruse in explosives environm ents within oil, gas and chem ical product ion.The 4145Ex is available in EMEA. Equivalent handsets include the 4146Ex(Aust ralia and New Zealand) .

Com m on Handset At t r ibutes

• I P Office feature integrat ion sim ilar like the BST telephones, including 3 soft keys

• Graphical display

• Auto Login - Roam ing between 4 different system s

• Headset jack (not included with 7430/ 4135)

• Loud speaker (Hands free m ode) –7440/ 4145 only

• Telephone book with storage for 80 nam es and num bers

• Can be set to vibrate m ode (not included with 7430)

• Text m essage capabilit y

• Silent m ode (m ute all sounds)

• Redial funct ion ( last 10 num bers)

• Adjustable volum e

• Nine different r ing tones

• Key lock

• Microphone m ute

• Caller- I D presentat ion

• Autom at ic hook-off

• Standby/ speech- t im e: 100/ 10 hours

• Tem perature com pensated charging

• Weight including bat tery is 4.3 ounces (121 gram s)

• Size: 5.6” x 1.9” x 1.0” (143 x 48 x 26 m m )



Digita l Mobility Softw are

The Digital Mobilit y Solut ion is supported by an easy to use Operat ions, Adm inist rat ion, and Managem ent(OA&M) software package, a Mobilit y Software Service Tool, and a com prehensive Deploym ent Tool.Operat ions, Adm inist rat ion, and Managem ent Softw are Package

The OA&M software package allows the following aspects of the Digital Mobilit y solut ion to be m anaged:

• Digital Mobilit y Cont roller adm inist rat ion

• Handset regist rat ion and subscript ion

• System backup and restore program m ing inform at ion

• Stat ist ical package for debug

• Broadcast ing test m essaging

• Updat ing base stat ion firm ware

• Rem ote system adm inist rat ion via RS232. Opt ional serial- I P converter

Mobility Softw are Service Tool

The Mobilit y Software Service Tool allows the following aspects of the Digital Mobilit y solut ion to be m anaged:

• Repeater program m ing

• Handset firm ware upgrading

Note: Use of this tool requires a program m ing cable and service tool handset cradle.Deploym ent Tool

The Deploym ent Tool can be used to assist with challenging deploym ents. For norm al deploym ents a handsetcan be used to deploy the Digital Mobilit y Solut ion. Each handset can be used to perform the followingadm inist rat ive act ivit ies:

• General deploym ent requirem ents

• Register m aster handset

• Register and subscribe handsets

• Subscribe m ult iple system s

• Base stat ion/ Repeater regist rat ion

The Deploym ent Tool and the abilit y of the wireless handsets to provide coverage inform at ion provide effect ivetools for quick, sure installat ions and coverage with m inim al gaps or cost ly overlapping. The Deploym ent Toolprovides superior deploym ent to com pet it ive offer ings and will ensure a m ore cost effect ive, m ore accurateinstallat ion.



VPN Phone Functionality

VPN Phone is a full- featured I P Telephony solut ion that provides secure com m unicat ion over public I SPnetworks to an I P Office system at the com pany headquarters.

I t is a software-only product that runs on the standard 5610/ 5620/ 5621 or 4610/ 21 I P telephones. I ncom binat ion with one of these telephones and the m ost popular VPN gateway products, the software extendsenterprise telephony to rem ote locat ions.

VPN funct ionality is also supported on the new 9600 I P telephones, not requir ing a separate software load.

VPN telephones offer the full I P Office telephony features that are available on I P Office I P telephones at theusers desktop in a rem ote locat ion like a hom e-office:

From release 6 onwards, no license for VPN funct ionality is needed for either 5600 or 9600 Series telephones.

VPN Phone is ideal for I P Office custom ers support ing "work-at -hom e" users:

• Virtual Office workers

• Rem ote workers

• Rem ote call center

• Business cont inuity support

• Very sm all locat ions that require a single phone only

• Tem porary installat ions such as conferences, off-site m eet ings, and t rade shows

VPN Phone has been tested with a num ber of VPN-gateways from m ajor vendors like Cisco or Juniper as well aswith sm aller VPN-access devices from com panies like Adt ran, Kent rox, Netgear, and SonicWall. Refer to thesupport pages (support .avaya.com ) for a list of available applicat ion notes on VPN-gateways tested with eachline of telephones.



Analog Telephones

As well as providing a lower cost alternat ive to system specific telephones, analog telephones can st ill deliver ahigh degree of funct ionality on I P Office. They are part icular ly appropriate in applicat ions where users requirelower ent ry costs and can be used with Phone Manager for a high proport ion of call cont rol.

Analog telephones that are com pat ible with caller display funct ionality can display the telephone num ber of thecalling party if available. Sim ple program m ing of I P Office can convert that num eric display in to the com panynam e associated with that num ber.

Feature act ivat ion by analog telephones is via short codes. I P Office is pre-program m ed with a default set ofshort codes but these can be changed to m im ic a legacy telephone system as required.

Avaya would like to st ress that although m ost analog telephones will work on I P Office - Avaya cannotguarantee that all analog telephones in every region of the world will work on the I P Office.

• Analog telephones connect to I P Office via ports m arked PHONE ports.



Avaya 6200 Analog Telephone (North America)

The 6200 range of telephones are single- line analog telephones that require one t ip and r ing pair for operat ion.This series of telephones have a Ringer volum e cont rol on the side of the telephone and a Handset volum econt rol on the front of the phone. They use DTMF dialing only and support the Posit ive Disconnect funct ion. I naddit ion, these telephones have a Message light , a recall but ton that allows access to system features, a redialbut ton that allows autom at ic redial, a hold but ton with a single associated light , and a data jack on the rear ofthe telephone. The 6219 phone adds 10 program m able dialing but tons and the 6221 phone adds a built - inspeakerphone with m ute capabilit y.

Analog Telephone Features 6 2 1 1 6 2 1 9 6 2 2 1

Program m able but tons ( 1 0 but tons)

Program Keylock

Pause

Redial

Speaker

Flash

Hold ( w ith indicator light )

System Hold

Mute

Handset Volum e Control

Ringing Volum e Control ( 3 posit ion)

Ringing Pat terns ( 2 )

Personalized Ringing

Message W ait ing Light

Desk/ W all 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 Com pat ible

Posit ive Disconnect

DTMF Dialing

Specialty Handset Support



I nterquartz Gemini Phones (EMEA and APAC)

Avaya have tested the new generat ion I nterquartz Gem ini analog telephones with I P Office to ensure thattelephone and system are com pat ible. The Gem ini telephones offer good value for m oney without com prom isingon quality. Their stylish design and rugged build quality m ake them a popular choice for buyers on a lim itedbudget .

For sales enquir ies and product inform at ion contact I nterquartz at avaya-enquir [email protected].

Basic telephone 9 3 3 0 - AV

• Visual Message Wait ing I ndicat ion.

• Locking m ute but ton with LED indicator.

• Last num ber redial.

• Recall but ton.

• Ringer volum e adjust .

• Ringer indicator light .

• Wall m ountable - no addit ional bracket required.

• Hearing aid com pat ible.

• Rubber feet to m inim ize slippage



CLI Feature phone 9 3 3 5 - AV

All features of 9330-AV plus:

• Caller I D with 80 m em ories (shows date, t im e and new/ repeat / answered/ unanswered calls) .

• Large 3 line LCD display.

• I P Office feature act ivat ion through program m able keys.

• 100 nam e and num ber personal directory.

• 20 lockable direct access m em ories.

• Full handsfree working.

• Headset port .

• Switchable Tim e Break Recall 100 / 200 / 300 / 600 m s.

• Call t im er.

• Alphanum eric keypad.

• Last num ber redial with 5 m em ories.



Hotel Phone 9 2 8 1 - AV

• Rem ovable inlay card for personalized logo print ing.

• Triple standard m essage wait ing light (high voltage, reverse polar ity and voltage drop) .

• 10 non-volat ile m em ories.

• Ringer indicator light .

• Ringer volum e and pitch adjustm ent .

• Last num ber redial and Recall but ton.

• Hearing aid com pat ible.

• Wall m ountable – no addit ional bracket required.

• ELR/ TBR switchable.

• MF Only.



Doorphone Entry Systems for I P Office

Doorphones offer convenience and security. Depending on the needs of the environm ent , door telephones m ayallow internal users to not only speak with som eone who is outside, but also to easily allow the visitor ent ranceto the facilit y or residence. Doorphones can be connected to the Avaya I P Office base unit in a variety of ways,providing design flexibilit y based upon needs.

All of the I P Office base units include an external output port . Connect ions of doorphones to these ports enablethe user to gain

access to the prem ises through default system short codes, through the opt ional Phone Manager Proapplicat ion, and through the opt ional VoiceMail Pro applicat ion. The flexibilit y of the I P Office provides the abilit yfor short codes to be custom ized to a code m ore desirable for users. By using the Phone Manager Proapplicat ion, users can label the icons within the applicat ion a descript ive nam e such as Receiving Door or FrontDoor. The flexibilit y of VoiceMail Pro allows the visitor to enter a predeterm ined code from the phone grant ingaccess. This scenario is part icular ly useful in areas when co-workers are working at another site. Addit ionally,m any doorphones can be connected to stat ion or t runk ports available on I P Office.

The Avaya I P Office system offers three doorphone solut ions to choose from :

• Avaya Universal Doorphone System (North Am erica)

• Kalika Com m unicat ions Doorphone Ent ry System (EMEA)

• I nterquartz Doorphone (EMEA)

Avaya Universal Doorphone System :

• System consists of a cont roller and a speaker.

• The speaker is m ounted securely on the wall and is connected to the cont roller, which norm ally resides inthe equipm ent room . The cont roller is connected to a t runk port .

• Users with the t runk appearance will be not ified when a visitor has pressed the Push but ton located onthe weatherproof speaker.

• Each cont roller supports two speakers, for exam ple Front Door and Back Door.

• Custom r inging m ode dist inguishes doorphone calls from external calls.

• Call wait ing tones indicate which doorphone is calling and dist inguish a doorphone call from an externalline call.

• Calls can be placed on hold when visitors call from the doorphone.

• Com m ercial or resident ial security is provided via two-way handsfree com m unicat ion from a door orgate.



Headsets

Avaya offers ergonom ically designed com m unicat ion headsets and am plifiers for the Avaya I P Office telephones.This full line of professional and contact center solut ions set the standard in sound quality and durabilit y. Avayaheadsets are designed for m axim um , all-day com fort and are available in styles that suit nearly any wearer andany usage pat tern.

Whether you want the freedom to com m unicate handsfree while working at your desk, or the abilit y to roamwhile talking, you will find a solut ion that suits your individual needs.

Please check w w w .avaya.com for a current list of supported headsets.



Summary

All Avaya telephones are designed to ensure that features and funct ions 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 operat ion are intended for individual use only, not for group andconference room operat ion.

The telephones listed below are the preferred and prem ier range of telephones for use on the I P Office. Thesetelephones are sold worldwide in every count ry that the I P Office is available. This telephone range consists ofboth digital and I P telephones.

I P Office w orldw ide digita l telephones: I P Office w orldw ide I P telephones:

• 1403 Telephone • 1603 I P Telephone





• 9641 I P Telephone

I n addit ion to the telephones above, the I P Office supports a wide range of telephones as listed below.However, note that som e of these telephones are only available in certain count r ies and regions.

Other digita l/ analog telephones: Other I P telephones:

• 5402 Telephone • 9620L/ 9620C I P Telephone

• 5420 Telephone 9630G/ 9640/ 9640G I P Telephone

• 5410 Telephone 9650/ 9650C I P Teleph

• T3 Com fort (Up) • 3720 DECT R4 Wireless Handset

• T3 Classic (UpnP) • 3725 DECT R4 Wireless Handset

• T3 Com pact (UpnP) • 3740 DECT R4 Wireless Handset

• T3 DSS Module • 3749 DECT R4 Wireless Handset

• 2402 Telephone • 3810 Wireless Telephone

• 2410 Telephone • 36451 Wireless (WiFi) Phone

• 2420 Telephone • 3645 Ruggedized Wireless (WiFi) Phone

• EU24/ EU24BL DSS Unit •

The following Norstar/ BCM telephones are fully supported on I P Office R7 but m ight require special interfacecards/ m odules. Not all of them are available for new sales and they are not available to all channels.

Nortel Heritage Digita l telephones Nortel Heritage I P telephones:

· T7000 · 1120 I P phone

· T7100 · 1140 I P phone

· T7208 · LCD KEM for 1100 telephones

· T7316; T7316e · 1220 I P phone

· T24 KI M– Key I ndicator Module · 1230 I P phone

· M7000 · LCD KEM for 1200 telephones

· M7100 · LED KEM for 1200 telephones

· M7208 · 7420/ 7430/ 7440 Digital Mobilit y Handsets (2.4GHZ)

· M7310 · 7439/ 7449 Digital Mobilit y Handset , DECT,North Am erica

· M7324 · 4135/ 4145/ 4145EX Digital Mobilit y Handset ,DECT; EMEA and HongKong

· CAP (48 but tons) – Cent ral Answering Posit ion · 4136/ 4146/ 4146EX Digital Mobilit y Handset ,DECT; Aust ralia and NZ.

· T7406, T7406E BXT cordless Telephone, North

America

· 7420/ 7430/ 7440 Digital Mobilit y Handsets,DECT, South Am erica



The following telephones are fully supported on I P Office R6 but are no longer available for new sales.




• 4602SW I P Telephone



• 4406 • 5620 I P Telephone

• 4412 • 4620/ 21 I P Telephone

• 4424 • 4625SW I P Telephone

• 4450 DSS Unit • 3616 Execut ive Wireless (WiFi) Phone

• 5610SW I P Telephone •5621 I P Telephone

4610SW I P Telephone • 3620 Healthcare Wireless (WiFi) Phone

The following Norstar/ BCM Digital m obilit y com ponents are supported on I P Office R7 but m ight require specialinterface cards/ m odules. Not all of them are available for new sales and they are not available 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, Repeater40)

Digital Mobility Repeater 40 (2.4GHz, Compatible with Handset 7430/7440, Basestation 10)

Digital Mobility External Antenna 51

DMC 080 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 1.8 GHz solution - Europe, Hong Kong, Australia, New Zealand (1880-1900MHz)

Digital Mobility Base Station 15

Digital Mobility Repeater 25





DMC 081 Digital Mobility Controller - International


Digital Mobility 1.8 GHz solution - South America (1900-1930 MHz)

Digital Mobility Base Station 14





The following telephones are fully supported on I P Office R6 but are no longer available for new sales.







• 4406 • 5620 I P Telephone

• 4412 • 4620/ 21 I P Telephone

• 4424 • 4625SW I P Telephone

• 4450 DSS Unit • 3616 Execut ive Wireless (WiFi) Phone

• 5610SW I P Telephone •5621 I P Telephone

4610SW I P Telephone • 3620 Healthcare Wireless (WiFi) Phone

• For m axim um cabling distances please refer to the I P Office I nstallat ion Manual.

Legacy Telephone SupportThe following telephones are not supported by I P Office Release 6. They m ay funct ion but have not been testedwith I P Office Release 7.0 and any faults reported with I P Office Release 7.0 will not be fixed.

• 20DT Analog DECT used with I P Office Analog DECT and Com pact DECT. • TransTalk 9040



Chapter 6. Features



6. FeaturesI P Office provides a com prehensive telephony feature set to enable a fast and efficient response to a telephonecall. Features such as Caller I D display and call tagging allow em ployees to see who is calling and who they arecalling before they pick the call up. Client inform at ion can even be 'popped-up' on the user 's PC.

For those who are not t ied to a desk, Wireless handsets and twinning offer m obilit y around the office. For thoseout of the office, be it on the road or working from hom e, com prehensive and easy to use call forwardingfacilit ies, PC Softphone and a rem ote access service allow them to rem ain in telephone contact and accesscent ralized resources at all t im es.

I ncom ing calls can be efficient ly handled using either Direct Dialling (DDI / DI D) or dedicated operators. For outof hours calls or t im es when you just can't take calls, I P Office provides voicem ail and opt ional Auto-At tendantservices.



Basic Call Handling

Tones

I P Office generates the correct user tones for the geography. These tones are generated for all I P Officeextension types, analog, digital and I P.

Supported tones are:

• Norm al, alternate, and secondary; depending on geography

• Busy

• Unobtainable

• Re-order

• Conferencing tone depending on geography

Caller I D

Feature

• Display of the caller ’s num ber on incom ing calls, where supplied by the service provider.

• Sending of calling num ber on outgoing external calls.

Benefit

• Confirm at ion and recognit ion of who is calling.

• Storage of Caller I D num bers for return calls.

• Directory nam e m atching to Caller I D num bers.

• Screen-Popping custom er records in com pat ible applicat ions.

Descript ion

Where supplied by the service provider, the I P Office can receive and use the caller 's Caller I D. The Caller I D ispassed through to the answering phone or applicat ion and is included in any call log or history supported by thephone or applicat ion. I f the Caller I D m atches a num ber in the I P Office's Directory, the m atching directorynam e is shown instead of the num ber.

Where I P Office Phone Manager, or the TAPI service is used to link to database software on the users PC, it ispossible to have an autom at ic query perform ed on the supplied Caller I D and have the caller ’s record in front ofthe user before the call is answered.

For outgoing calls the I P Office can insert a system wide Caller I D or set a flag to have Caller I D withheld. Forusers with a direct dial num ber routed to their extension, that direct dial num ber is also used as their Caller I Dfor outgoing calls. Alternat ively short codes can be used to specify the Caller I D that should be sent withoutgoing calls.

Note that the sending and receiving of Caller I D is subject to the service provider support ing that service. Theservice provider m ay also rest r ict which num bers can be used for outgoing Caller I D.

Hold

A call m ay be placed on hold with opt ional Hold m usic. A held call cannot be forgot ten as it is presented back tothe extension after a t im eout set by the system 's adm inist rator.

See also Park .

Toggle Calls

Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system ,present ing them one at a t im e to the user.

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Hold Call Waiting

Hold Call Wait ing is a com pound feature com bining hold and answer and provides a convenient way to hold anexist ing call and answer a wait ing call through a single but ton press.

Hold Music (Music on Hold)

The I P Office system supports up to 4 sources of m usic on hold – system sources which m ay be external: onesystem source plus 3 addit ional external sources using analog extensions. I nternal (WAV) or tone plus up to 3addit ional internal sources. The internal sources are .WAV files saved either in volat ile m em ory, or on theopt ional m em ory card in an I P500 and I P406 V2. The .WAV file m ust be 16bit PCM m ono and sam pled at 8Khzwith a m axim um durat ion of 30 seconds.

Alternate sources for m usic on hold are selectable for use by I ncom ing Call Routes or Hunt Groups. On I P500,and I P500 V2 system s, each source can be up to 90 seconds long.

External m usic on hold sources connect to the 3.5m m Audio socket on all I P Office cont rol units, or configuredanalog extensions.

Park

As an alternat ive to placing a call on hold, a call can be parked on the system to be picked by another user.

The call park facilit y is available through the user 's telephone, Avaya one-X™ Portal for I P Office, PhoneManager or SoftConsole. Calls are Parked against a ‘park slot num ber’ which can be announced over a pagingsystem so the person the call is for can go to any phone and collect the call by dialling the park slot num ber.

For convenience Phone Manager has 4 pre-defined park but tons. On digital telephones with DSS/ BLF keys it ispossible to program Park keys that will indicate when there is a call in a part icular park slot and allow calls to beparked or ret r ieved.

There is a system configurable t im eout that determ ines how long a call m ay rem ain parked before it is re-presented to the extension that or iginally parked the call.

Automatic Callback

Feature

• When calling an extension that is busy, set the system to call you when the extension becom es free. Thisfeature is also called "Ringback When Free".

• When calling an extension that just r ings, 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 init iate a call for you when the extension becom es available.

Descript ion

Depending on the type of phone a user has, call back when free is accessed by dialing a short code if aninternal busy tone is heard, select ing an opt ion from an interact ive m enu or pressing a program m ed DSS/ BLFkey. Callback when free can also be act ivated from Phone Manager.

You can also set a callback when free or a callback when next used using a short code without at tem pt ing acall.

This feature is supported across the I P Office Mult i-Site/ Sm all Com m unity Network .

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Direct I nward Dialing (DI D/ DDI )

This relies on the local telephone exchange passing all or part of the dialed num ber to the I P Office. Thisnum ber can then be used by I P Office call rout ing software to route the call to an individual phone, or groups oftelephones. This service is typically used to reduce the workload on a recept ion posit ion by giving m em bers ofstaff or departm ents individual num bers so they can be called direct ly. For convenience it is com m on to havethe extension or group num ber the sam e as the digits supplied from the network, but I P Office can convert thenum ber to a num ber as needed by the business, within lim its

I n North Am erica, T1 circuits are required for DI D.

Transfer

Call Transfer allows users to t ransfer a call in progress to another phone num ber – either internal extension orexternal public num ber. The caller is placed on hold while the t ransfer is perform ed.

I f the phone is put down before the dest inat ion has answered, the or iginal caller will be autom at icallyt ransferred. This is called an Unsupervised or Blind Transfer. Alternat ively, a user can wait for the dest inat ion tobe answered and announce the t ransfer before hanging up to com plete the t ransfer. This is called a SupervisedTransfer.

Unless rest r icted by the system adm inist rator, the I P Office m akes no different iat ion between internal orexternal call t ransfers.

Distinctive and Personalized Ringing

The I P Office uses different r inging sequences to indicate the type of call, for exam ple whether internal orexternal. This feature is called 'dist inct ive r inging'. For analog telephones the dist inct ive r inging sequences usedare adjustable. For digital and I P telephones the dist inct ive r inging sequences are fixed as follows:

• I nternal Call: Repeated single- r ing.

• External Call: Repeated double- r ing.

• Ringback Call: Single r ing followed by two short r ings.

This r ing is used for calls returning from park, hold or t ransfer. I t is also used for call back when free andvoicem ail r ingback calls.

This feature is supported across the I P Office Mult i-Site/ Sm all Com m unity Network .

Personalized Ringing

I n I P Office the term personalized r inging is used to refer to changing the sound or tone of a phone's r ing. Onm any Avaya digital telephones, the r inger sound can be personalized. Changing the r inger sound does not alterthe r ing sequence used for dist inct ive r inging. This feature is local to the telephone and not supported on alltypes of telephones.

Message Waiting I ndication

Message wait ing indicat ion (MWI ) is a m ethod I P Office uses to set a lam p or other indicat ion on com pat ibletelephones when a new m essage has been left for the user, either in a personal voice m ailbox or in a groupm ailbox or call back m essage. When the m essage has been played or acknowledged, the lam p is turned off.

All Avaya digital and I P telephones have in-built m essage wait ing lam ps. one-X Portal for I P Office providesm essage wait ing indicat ion on screen.

For analog telephones, from I P Office 3.1 a variety of analog m essage wait ing indicat ion (MWI ) m ethods areprovided. Those m ethods are 51V Stepped, 81V, 101V and Line Reversal. The MWI m ethod m ust be selectedfrom the I P Office Manager when configuring a system to m atch the propert ies of the analog telephones. Note

that the 101V signaling is only available on I P500 Phone cards and expansion m odules plus version 2 I P400

Phone 8, 16 and 30 expansion m odules.

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Visual Voice

Feature

• Provides interface to voicem ail through display and but tons e.g. Listen, Save, Delete, Fast Forward.

Benefit

• Quick access to voicem ails and com m only used m essaging features.

Descript ion

You can access and cont rol voice m essages via the display on Digital or I P telephones. Visual Voice requiresPreferred Edit ion or Essent ial Edit ion, 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 voiceoperat ion, use of the but ton for user m ailbox access using voice prom pts and for direct to voicem ail t ransferduring a call is supported (does not include T3 and T3 I P telephones.

Features supported are:

• access new/ old/ saved m essages for personal and hunt group m ailboxes.



• pause m essage.




• change em ail set t ings (Preferred Edit ion only) .



Advanced Call Handling

Descript ion

I n larger businesses or businesses with greater reliance on the telephone for internal and externalcom m unicat ions som e of the m ore advanced features will im prove efficiency and custom er service. Featureslike Pick-Up which perm it users to take a call for a colleague who is tem porarily away from their desk, orAbsence Text which can quickly give inform at ion to internal callers about a person's availabilit y.

Absence Text

Feature

• Display a text m essage on the user 's phone and I P Office Phone Manager applicat ion.

• Display the sam e m essage on other internal telephones and I P Office applicat ions when calling the user.

Benefit

• I nform other internal users of your current status and likely availabilit y.

Descript ion

Any user can set Absence Text on their phone, even users of standard analog telephones, but it can only bedisplayed on selected display telephones, Phone Manager and SoftConsole that call the user. Most supportedfeature telephones give the opt ion of adding som e text , for exam ple, "At lunch unt il 16: 00".

When a user has an absence text m essage set , call processing is not affected to the user and they st ill have thechoice of using features like Do Not Disturb or Forward on No Answer as appropriate. telephones that supportthe interact ive set t ing of Absence Text will also display it on the users own phone for the benefit of people whocom e to their desk. There are 10 predefined st r ings for Absence Text :

• None (no text m essage)

• "On vacat ion unt il"

• "Will be back"

• "At lunch unt il"

• "Meet ing unt il"

• "Please call"

• "Don't disturb unt il"

• "With visitors unt il"

• "With cust . t il"

• "Back soon"

• "Back tom orrow"

• Custom

All m ay have addit ional text entered, eg m essage 4 plus 10: 00 will show "Meet ing unt il 10: 00" and the textst r ings are localized to the system language

This feature is supported across the I P Office Sm all Com m unity Network (SCN)



Call Tagging

Feature

• Display a text m essage on the user 's phone, Avaya one-X™ Portal for I P Office or Phone Manager, whena call is presented to it .

Benefit

• Provide addit ional inform at ion about the call.

Descript ion

This feature is used to provide addit ional inform at ion about the call to the targeted user before they answer it .Call Tagging m ay be used when t ransferr ing a call from Avaya one-X™ Portal for I P Office, Phone Manager orSoft Console to give caller info if the user doing the t ransfer is not able to announce the call.

I t is possible to add a tag to a call autom at ically using CTI and I P Office VoiceMail Pro. This is also possiblebased on an I ncom ing Call Route. On som e telephones, displaying the Tag m ay m ean that it is not possible todisplay the usual call source and target inform at ion.

Reclaim Call

Feature

• The abilit y to recover, or reclaim , the last call that was at your phone but is now r inging or is connectedelsewhere.

Benefit

• I f you just m iss a call and it goes to voicem ail or call coverage, you can get the call back while it is st illbeing presented or connected through I P Office

Descript ion

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 abilit y for a user to enable or suspend their m em bership of hunt groups.

Benefit

• A user m ay need to tem porarily join or leave individual hunt groups, for exam ple to cover a peak of callswithout changing the system program m ing.

Descript ion

A team supervisor or adm inist rator m ay not usually take calls for a team but at t im es of high t raffic they m ayjoin the group to take calls and when the peak is over leave the group to resum e their regular tasks. To usethis feature the User m ust be configured as a m em ber of the hunt group by the system s adm inist rator, it is notpossible for a user to arbit rar ily join a hunt group that they have not been ident ified as a m em ber of.



Call Waiting

A User m ay not want people calling them to receive busy tone if they are already on another call, but have thecall receive r ing tone and have som e kind of alert that there is a call wait ing. The user can then decide to finishor hold the current call and answer the one that is wait ing. The am ount of inform at ion that is available aboutthe call that is wait ing depends on the type of phone the user has, or if they are using Avaya one-X™ Portal forI P Office or Phone Manager.

As Call wait ing tone can be disrupt ive it is possible to turn the feature on or off and even suspend it for a singlecall – useful for conference calls.

Do Not Disturb (DND)

This is the abilit y to tem porarily stop incom ing calls r inging at a user 's telephone. I t will prevent the user fromreceiving hunt group calls and give direct callers either voicem ail ( if enabled) or a busy signal. This feature canbe enabled/ disabled from the phone or via Avaya one-X™ Portal for I P Office or Phone Manager.

I t is possible to have som e calls bypass the DND set t ing and r ing the phone. For exam ple a m anager m ighthave their secretary’s extension num ber on the DND except ions list . The except ions list can be easily m anagedby the Avaya one-X™ Portal for I P Officeor Phone Manager. Both internal and external num bers can be on theexcept ion list .

Dial Plan

I P Office has a very flexible num bering schem e for extensions, hunt groups and feature com m ands. While thesystem has default num bering for feature codes and extensions, they can all be re-defined. Default extensionsand hunt groups have 3 digit num bers start ing at 200 but these can be changed from 2 to 9 digits through theI P Office Manager. There is a default set of feature access "short codes," but these can be changed to what everthe end user requires, within lim its. This is useful for exam ple, if I P Office is replacing a system where DND wasaccessed by dialling * 21, it is possible to change the I P Office Short Code to m im ic the code of the replacedsystem.

I n certain count r ies I P Office can support a Secondary Dial Tone when an access digit is dialled, though thislim its som e funct ionality like Alternate Route Select ion (ARS) . I P Office can also be configured to work withoutline access digits, by analyzing digits as they are dialled and determ ining if they are for an internal num ber orshould be sent out on a line – this is valuable in SOHO installat ions where users will not necessarily be used todialling an access digit for an outside line.

Paging

All Avaya digital and I P telephones supported on the I P Office that have loudspeakers can be used to receivebroadcast audio m essages without having to install a separate paging system . Paging can be to individualtelephones or groups of telephones.

Analog extension ports can be configured for connect ion to external overhead paging system s, usually throughan adapter, such that a port can be included in a paging group to perm it m ixed phone and overhead paging.

Som e Avaya digital and I P telephones are able to answer a page by pressing a key while the page is going on,this term inates the page and turns it into a norm al call.

This feature is supported across the I P Office Sm all Com m unity Network

I ntrude

The Call I nt rude feature allows a user, if perm ission through I P Office Manager is given, to join an exist ingconversat ion whether this is an internal or external call.

A user with the "Can I nt rude" opt ion can join a call on any extension on the system , however, a User with"Cannot be I nt ruded" set t ing would prevent others from joining their call.



I nclusion

This feature enables selected users to int rude on calls that are already in progress. The int ruding party int rudeson the exist ing call and all part ies hear a tone. The speech path is enabled between the int ruding party and thecalled user; the other party is forced onto hold and will not hear the conversat ion. On com plet ion of theint rusion the called party speech path is reconnected to the or iginal connected party. The feature is enabled ordisabled on a per user basis through the Manager.

Private Call

Users can set a status of pr ivate call using short codes or a program m ed but ton. Private calls cannot berecorded, int ruded on, br idged into or m onitored.

Hot Desking

Hot Desking allows a num ber of users non-exclusive use the sam e extension. Each user logs in with their ownident ity so they can receive calls and can access their own Voicem ail and other facilit ies. For exam ple, salespersonnel who visit the office infrequent ly can be provided with telephony and Voicem ail services without beingperm anent ly assigned a physical extension. When finished, they sim ply log out to m ake the extension availableto others or if users log in at another phone, they are autom at ically logged out of the or iginal extension.

Remote Hot Desking

Feature

• The abilit y for a user to Hot Desk to other locat ions within the Sm all Com m unity Network.

• Available on Digital, Analog and I P telephones.

Benefit

• A user can m ake and receive calls from any office as if using the phone on their own desk.

• Single num ber, im proved m obilit y and easy access to fam iliar features.

• The user has access to the cent ralized system and personal directory as well as their call log (1400,1600, 9600 Series and T3 telephones only) .

• Great for consultants, m anagers, lawyers working on different offices on different days.

Descript ion

I P Office supports rem ote hot desking between I P Office system s within a Sm all Com m unity Network (SCN) . The system on which the user configured is term ed their 'hom e' I P Office, all other system s are 'rem ote' I POffices. No addit ional licenses are required to support Rem ote Hot Desking other than the Voice Networkinglicense on each I P500 within the SCN.

• User Set t ings

When a user logs in to a rem ote I P Office system , all their user set t ings are t ransferred to that system .

• The user’s incom ing calls are rerouted across the SCN.

• The user’s outgoing calls use the set t ings of the rem ote I P Office.

• However som e set t ings m ay becom e unusable or m ay operate different ly. For exam ple if the useruses a t im e profile for som e features, those feature will only work if a t im e profile of the sam e nam ealso exists on the rem ote I P Office.

• Break Out Dialing

I n som e scenarios a hot desking user logged in at a rem ote system will want to dial a num ber using thesystem short codes of another system . This can be done using either short codes with the Break Outfeature or a program m able but ton set to Break Out . This feature can be used by any user within theSm all Com m unity Network but is of significant use to rem ote hot deskers.

Note: Rem ote Hot Desking is not supported for use with Custom er Contact Center (CCC) or Custom er CallReporter (CCR) . Features handled by the telephone itself are not affected by Hot Desking (e.g. call log andphone speed dials) .



Relay On/ Off/ Pulse

I P Office is fit ted with two independent switch outputs for cont rolling external equipm ent such as door ent rysystem s. Cont rol of these switches is via allot ted handsets allowing the switches to be opened, closed or pulsedas required. Cont rol of switches is also accessible via, Recept ionist 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 r inging on another extension.

• Pick up a hunt group call r inging on another extension, where the user m ust be a m em ber of that huntgroup.

• Pick up a r inging call at a specified extension.

• Pick up any call r inging on another extension that is a m em ber of the hunt group specified.

This feature is supported across the I P Office Mult i-Site Network (SCN) .

Call Recording

Where I P Office has VoiceMail Pro installed it is possible to record a call and save the recording to the user’sm ailbox, a group m ailbox or the voice recording library. For exam ple, this is useful when a caller is going togive detailed inform at ion like an address or phone num ber and the caller will hear a warning m essage or tonethat the call is being recorded in som e count r ies. Where call recording is required for Quality Assurance, it ispossible to set the I P Office system to autom at ically record a percentage of calls for later review.

Beginning with I P Office R4.0, any call (norm al, conference, or int rusion) and any phone type ( including I P) canbe recorded. Where "advice of recording" needs to be played, I P Office will ignore Voicem ail port licensing if aninsufficient num ber of voicem ail channels have been licensed.

Note: for I P telephones, a VCM channel will be required for the durat ion of the recording.

Telecommuter Mode

Avaya one-X™ Portal for I P Office for I P Office allows the m aking and receiving of calls and the ret r ieving ofvoicem ails from an external phone num ber as if they were in the office, with one-X Portal for I P Office serverproviding the call cont rol. The typical scenario is the rem ote worker that occasionally works from hom e or froma hotel room .

This feature also provides billing convenience and potent ial cost savings for rem ote workers and m obile workforce as all the calls are established by I P Office: there is no need to check bills, nor to pay for expensive hotelcalls.



Twinning and Mobility

Twinning allows a pr im ary extension and a secondary num ber (extension or external) to operate together as asingle telephone. When a call is presented to the pr im ary phone the secondary will r ing. I f the pr im arytelephone does not r ing, for exam ple in Do Not Disturb, the secondary phone will not r ing.

Please refer to the Mobilit y Chapter for m ore details.

I nternal Tw inningThis is typically used in scenarios like workshops or warehouses where team supervisors m ay have a desk witha fixed phone but also have a wireless extension (e.g. DECT) . When a call is m ade from either twinned phone,the call will appear to have com e from the pr im ary phone. Other users of the system need not know that thesupervisor has two different telephones. The supervisor’s Coverage Tim er and No Answer Tim e are started forthe call and if the call is not answered within that t im e, the call will be delivered to available coverage but tons( if applicable) and then Voicem ail ( if applicable) .

The following features are supported with internal twinning

• Follow Me To

• Follow Me Here

• Forwarding

• Do Not Disturb ( inc except ions)

• Context less hunt group act ions: Mem bership / Service Status / Fallback Group configurat ion

• Voicem ail On / Off / Access

• Call Log (Cent ral Call Log for T3 and 1600 telephones only)

• Redial (Cent ral Call Log for T3 and 1600 telephones only)

• Personal Directory Ent r ies ( for T3 and 1600 telephones only)

Mobility Features include:

• Mobile (external) Twinning

• Mobile Call Cont rol

• Mobility Callback

• Avaya one-X Mobile Client Support





Key and Lamp Operation

I P Office offers a full range of Key and Lam p features on Avaya feature telephones. These features include; LineAppearance, Call Appearance, Bridged Appearance and Call Coverage. As these features require a phone withbut tons and indicators, the features are only supported on certain Avaya digital and I P telephones. Key andLam p operat ion is not supported on analog telephones.

I P Office can have a r ing delay set on each appearance but ton to allow t im e for the target num ber to answerbefore other extensions r ing, or visual alert only without r ing.

I n Key and Lam p operat ion, I P Office supports up to 10 but tons on each telephone and 10 telephones with thesam e line appearance.

Appearance Buttons

Feature

• Use the program m able but tons available on Avaya digital and I P telephones to represent individual calls.

• Answer, or iginate and join calls by pressing the appropriate appearance but tons.

Benefits

• I ndicat ion of calls connected and calls wait ing.

• Handling of m ult iple calls from a single phone.

Descript ion

Many Avaya digital and I P telephones supported by I P Office have program m able but tons. These but tons can beassigned to appearance funct ions that allow the handling of calls. These funct ions are:

• Line Appearance But tons

Used to indicate m ake and answer calls on a specific external t runk.

• Call Appearance But tons

Used to handle m ult iple incom ing and outgoing calls from a user 's extension.

• Bridged Appearance But tons

Used to m atch the call appearance but tons on a colleagues extension.

• Call Coverage But tons

Used to indicate unanswered calls r inging at a colleagues extension.

Line Appearance

A Line Appearance is a representat ion of a t runk line on the I P Office system where the indicator t racks theact ivity on the Line. Only external calls can be answered or m ade on Line Appearances. Line appearances canbe used with Analog, E1 PRI , T1 PRI and BRI t runks PSTN t runks. They cannot be used with E1R2, QSI G and I Pt runks.



Call Appearance Buttons

Feature

• Uses a program m able but ton on the Avaya digital and I P telephone to represent an incom ing or outgoingcall.

• Separate but tons are used to represent each sim ultaneous call that the user can m ake or answer.

• Where possible, the status of the calls ( r inging, connected or held) is indicated by the but ton indicator.

Benefit

• Call appearances allow a single user to m ake, answer and switch between m ult iple calls by pressing theappropriate call appearance but ton for each call.

Descript ion

On Avaya I P Office digital and I P telephones that have program m able but tons, those but tons can be set as callappearance but tons through the I P Office Manager. The num ber of call appearance but tons set for a userdeterm ines the num ber of sim ultaneous calls they can m ake and answer.

Note that the use of call appearance but tons overr ides I P Office call wait ing features. I t is only when all callappearances are in use that subsequent callers receive either busy tone, voicem ail or follow a forward on busyact ion

When call appearance but tons are used, a m inim um of three call appearance but tons is recom m ended wherepossible, although som e telephones are rest r icted to two call appearance but tons by the num ber or design oftheir program m able but tons.

Alerting/ Ring Tone for Covered Calls

Feature

• The alert signal ( r ing tone) for incom ing calls for covered telephones can be set to the following values:Ring (default ) , Abbreviated Ring and No Ring.

Benefits

• The abilit y for a user to choose how the covered call will alert .

• To keep the alert ing noise low in open-plan offices.

Bridged Appearance Buttons

Feature

• Allow the user to have an appearance but ton that m atches another user 's call appearance but ton.

Benefit

• Answer and m ake calls on behalf of the other user.

• Audible indicat ion of calls presented to the br idged user, where program m ed

• Visual indicat ion of when the other user has calls presented, held or connected.

• Join and exchange calls using the paired call appearance and bridged appearance but tons.

Descript ion

A bridged appearance but ton m atches the act ivity on one of another user 's call appearance but ton. Forexam ple, when the call appearance shows a r inging call, the br idged appearance but ton will also show theringing call and can be used to answer that call.

Sim ilar ly, if the br idged appearance but ton is used to m ake a call, the call act ivity is shown on the m atching callappearance but ton. The call appearance but ton user can join or takeover the call using their call appearancebut ton.

Bridged appearance but tons allow paired 'm anager/ secretary' style operat ion between two users, and are onlysupported for users who have call appearance but tons.



Call Coverage

Feature

• Allow unanswered calls to alert at other user extensions and be answered there before being forwardedor going to voicem ail.

Benefit

• Provide users the opportunity to answer colleague’s unanswered calls before they go to voicem ail.

Descript ion

When a user has an unanswered call r inging, after a configurable delay, the call will also start alert ing on anycall coverage but tons associated with the user on other extensions. The call can then be answered by pressingthe call coverage but ton. I f st ill unanswered the call is forward or goes to voicem ail as norm al.

The t im e a call r ings before also alert ing on any associated call coverage but tons can be adjusted for each user.

External Call Lamp I ndication

Feature

• New system wide configurat ion param eter to select the LED flash pat tern for external calls on Bridgedand Coverage appearances.

Benefit

• The user can determ ine if the covered call is internal or external.



Outbound Call Handling Features

Every business needs to m ake calls, but depending on the type of business these calls m ay need to be t reatedin a special way, such as recorded against a project or client through the use of Account Codes. A business m ayhave several sites linked via a pr ivate network but certain users, like custom er services agents, m ay need to beable to call colleagues in other offices even when the network is busy, while other users can wait for a line tocom e free, Least Cost Routes can autom at ically t ranslate the internal num ber to a direct dial call over the publicnetwork while other users wait .

Account Codes

Feature

• Associate an account code with a call.

• Validate account codes used against list stored by the I P Office.

• I nclude the account code used with call log details.

Benefit

• Through the call records, group calls by account code for the purpose of call cost ing and t racking.

• Rest r ict outgoing calls by requir ing users to enter a valid account code.

Descript ion

I P Office stores a list of valid account code num bers. When m aking a call or during the call, the user can enterthe account code they want associated with that call. I P Office will check the account code against its list ofvalid codes and request the user to re-enter the code if it is not valid. For incom ing calls, the Caller I D can beused to m atch it with an account code from the I P Office's list of valid codes and report the account code withthe call for billing.

I ndividual users can be set to Forced Account Code operat ion where they are required to enter a valid accountcode before m aking external calls. By using I P Office Short Codes it is possible to ident ify certain num bers orcall types as requir ing a valid account code before perm it t ing the call to proceed, for exam ple long distance orinternat ional num bers. Analog phone users can only enter account codes before m aking a call or in response toan audible system prom pt to enter a code when m aking the call.

Account codes can also be entered through the Avaya one-X™ Portal for I P Office and Phone Manager. Asystem wide set t ing determ ines whether Phone Manager will display a list of account codes from which the usercan select the code required or will hide the account code list .

I n all the cases above, the account code entered is included with the call details in the I P Office's call recordoutput . (SMDR) .

Authorization Codes

Authorizat ion codes allow an I P Office user to go to another extension on the system and m ake calls using theirpersonal toll rest r ict ions; this m ay grant the user greater or fewer pr ivileges than the norm al owner of theextension they use. Since Authorizat ion Codes are independent of Account Codes, the user has to enter both ifthe required by the system configurat ion. All entered codes are logged in SMDR.

Dial Emergency

Dial em ergency is an I P Office Short Code and, perm its certain num bers to be dialed regardless of call barr ingor a phone being logged out .



Call Barring

Feature

• I t is possible to prevent or allow calls to certain num bers such as internat ional num bers or prem ium ratenum bers for individual users or on a system wide basis.

Benefit

• Rest r ict the dialing of specific num bers or types of num bers system wide.

• Rest r ict certain users from dialing specific num bers or types of num bers.

Descript ion

I P Office supports call barr ing at m any levels. Short codes can be used at the system or individual user level toblock the external rout ing of specific num bers or types of num bers. Typically the barr ing short codes are set toreturn busy tone, however they could route the call to an alternate num ber or to a Voicem ail service thatreturns a 'barred dialing m essage'.

For users, the short codes can be allocated to a User Rights tem plate. This tem plate is then applied to the Userswhose calls need rest r ict ion. I n addit ion to barr ing the dialling of certain num bers, I P Office can be set to barthe forwarding of calls to external num bers on a per user basis.

Alternate Route Selection (ARS)

I P Office supports Alternate Route Select ion(ARS) . I f a pr im ary t runk is unavailable, then ARS providesautom at ic fallback to an available t runk (e.g., analog t runk fallback if a T1 or SI P t runk fails, or use PSTN forSCN fallback) .

By configuring ARS, calls m ay be routed via the opt im um carr ier. Tim e profiles can also be used to allowcustom ers to take advantage of cheaper rates or bet ter quality at specific t im es of day.

Mult iple carr iers are supported. For exam ple, local calls are to go through one carr ier between specific hoursand internat ional calls through an alternat ive carr ier. Carr ier select ion using 2-stage call set up via in-bandDTMF is possible. I t is possible to assign specific routes on a per user basis, e.g. only allow expensive routes tobe used by cr it ical staff.

Maximum Call Length

This feature allows the system to cont rol the m axim um durat ion of any call based on the dialed num ber. Thiscould be used for cont rolling calls to cellular networks or data calls m ade over the public network to I SPs.

Transferable Dial Out Privilege

Feature

• A privileged user (Operator / Supervisor) can t ransfer an outside line (secondary dial tone) to a user thatdoes not have external pr ivileges.

Benefits

• Provides the com pany with cont rol over external calls

• Provides the abilit y to provide outside line access for rest r icted telephones . (e.g., those in public areasor conference room s)

I dle Line Preference

Feature

• Going off hook will select the first I dle line appearance and the user will be connected to an outside line.

Benefit

• Provides the abilit y to select a specific external line ( for com panies that prefer to work in key-systemmode)



Forwarding

This is the abilit y to forward a user 's calls to another extension or external num ber such as a Mobile/ Cell Phone.Calls can be forwarded in a num ber of ways and if the call is not answered at the forward dest inat ion it will goto I P Office voicem ail if enabled for the user and call supervision is available. Once the num bers have beenentered, the user can toggle the forwarding to be act ive or not as required without having to re-enter thenumbers.

I f the user is a m em ber of a hunt group, som e types of hunt group calls can also follow forward uncondit ional.Users can select if forwarding is applied to external calls only, or all calls. Call forwarding is processed after DoNot Disturb and Follow-Me condit ions are tested.

Associated Features

• Do Not Disturb (DND)

• Voice Mail (VM)

• Follow Me

• Hunt groups

• No Answer I nterval

Precedence

• Forward Uncondit ional

• 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 wouldotherwise go to voicem ail.

Benefit

• Any unanswered calls will be routed to an operator or a Group of operators. For exam ple, localgovernm ent offices prefer to provide a personal service ( rather than voicem ail) .

Forward on Busy

I f enabled, this forward will be t r iggered when the user is busy and another call is routed to them , but does notinclude calls for a hunt group that they m ay be a m em ber of. A user is norm ally considered to be busy whenthey are on a call but depending on call wait ing set t ings and key and lam p features this m ay not be the case.

Forward on No Answer

This forward is t r iggered if a call has been r inging for a user but they haven’t answered it within the configuredanswer t im e, this includes calls that have been indicat ing call wait ing if enabled.

Forward Unconditional

This sends all calls for the user to the forward uncondit ional num ber, but if the call is not answered within auser’s t im eout period the call will be sent to I P Office voicem ail, if enabled.

Unconditional Forward to Voicemail

Feature

• The abilit y to forward calls to Voicem ail, even when the user’s voicem ail is not act ivated.

Benefit

• This feature allows a user who is fam iliar with the exist ing I P Office funct ionality of divert ing all calls to aperson or a group to follow the sam e pat tern and divert all calls to a voicem ail box.



Forward Hunt Group

Calls for a hunt group that the user belongs to can also follow forward uncondit ional. The hunt group m ust beset for either sequent ial or rotary r ing type and if the call is not answered at the forward dest inat ion it willfollow the hunt group call handling instead of going to voicem ail. This can be part icular ly useful in a sales orsupport environm ents where a num ber of people m ay be out of the office on Mobile/ Cell telephones and st illpart icipate in the hunt group as if in the office.

Follow Me

Follow-Me gives m ost ly the sam e behaviours as the user 's hom e 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 theirdesk, for exam ple in a workshop. All the call set t ings the user has on their m ain phone will apply to calls thatfollow the follow-m e feature, including forward on busy or no answer.

Follow-Me can be set either from the users m ain phone – Follow-Me To – or from the phone where they wantcalls to be received – Follow-Me Here. Several people can have their telephones forwarded to a follow-m edest inat ion and if the phone has a display it will indicate who the call is for.



Avaya Digital and I P Phones

Programmable Buttons

As well as the usual dialing keys, Avaya digital and I P telephones have dedicated funct ion but tons like Mute,Volum e, Hold, Conference and Transfer. I n addit ion to these, on m any Avaya digital and I P telephones thereare keys that can be program m ed with a range of selected special funct ions. These keys can be used for callingother extensions on the system (Direct Stat ion Select or DSS keys) , or can be used for opt ions from speeddialing num bers to cont rolling features such as Do Not Disturb. Many features use an indicator to show whethera feature is enabled. But ton program m ing is done through the I P Office Manager as part of the systemconfigurat ion, although som e telephones allow the user to program but tons and funct ions where givenadm inist rat ion r ights.

Busy Lamp Field (BLF) I ndicators

Feature

• Status indicators which show the status of a program m able but tons associated feature or funct ion.

Benefit

• I ndicat ion of when a but ton or associated feature is act ive.

Descript ion

Avaya digital and I P telephones have program m able but tons which can be assigned to various features. Whenthose but tons include som e form of BLF indicator, the but ton can also be used to indicate when the feature isact ive. For exam ple, a but ton associated with another user will indicate when that user is act ive on a call. Abut ton associated with a group will indicate when the group has calls wait ing to be answered.

The directory ent r ies in Avaya one-X™ Portal for I P Office and the speed dial icons within the I P Office PhoneManager and SoftConsole applicat ions also act as BLF's. When the icons are associated with internal users, theicons will change to indicate the current status of the users.

Avaya one-X™ Portal for I P Office shows these condit ions:

State I con Descript ion

Available The norm al state for a user showing that their work extension is notin use.

Busy The norm al state for a user showing that their work extension iscurrent ly on a call.

Do Not Disturb The user has set Do Not Disturb . Calls to them will go to voicem ailif enabled or else get busy tone unless you are in the user 's Do Not

Disturb except ion list .

Logged Out The user has logged out from their phone. Calls to them will m ostlikely go to voicem ail if available.

Other This icon is used when the status is not known.



Call History

Feature

• Access to a list of called, received and m issed calls from the phone and/ or I P Office user product ivityapplicat ions.

Descript ion

I P Office keeps a record of calls m ade and received, including unanswered calls. Details are store for both users(m axim um 30 ent r ies) and hunt groups (m axim um 10 ent r ies) . The m ethod of operat ion varies according to thephone type but in all cases the call records can be used for return calls.

With I P Office Release 6, a cent ralized call log is supported by 1400, 1600 and 9600 Series telephones (not1403 or 1603/ 1603SW) and Avaya one-X™ Portal for I P Office ( leading to consistency between the two) . 5400Series and 5600 Series call logs are stored on the phone.

Avaya one-X™ Portal for I P Office accesses the cent ralized call log and therefore presents a record of all callseven if the user’s PC is switched off when a call is received. Call log ent r ies can be added to the personaldirectory..

one-X Portal for I P Office can display call histor ies for all calls, m issed calls, inbound calls and outbound calls.Ent r ies in the call history can be used for return calls, sorted and added to the one-X Portal local directory orspeed dials.

Benefit

• Missed calls are easily t racked and can be returned.

• Call log data is retained even after power down and a system reset (1400, 1600, 9600, T3 and Avayaone-X™ Portal for I P Office) .

• Cent ralized call log is supported in the SCN when using hotdesking (1400, 1600, 9600, T3 and Avayaone-X™ Portal for I P Office) .

• Consistency between desktop telephones and user product ivity applicat ion (1400, 1600, 9600, T3 andAvaya one-X™ Portal for I P Office) .

Language

Avaya digital and I P phone m enus and displays are available in m any languages and usually the system defaultset t ing will be applicable to all telephones, however it is possible to have language set on an extension byextension basis, this will also change the language of m enus for I P Office Voicem ail.



Centralized Personal Directory

Feature

The I P Office Personal Directory is a list of up to 100 num bers and associated nam es stored cent rally in thesystem for a specific user. A directory ent ry can be used to label an incom ing call on a caller display telephoneor on a PC applicat ion. The directory also gives a system wide list of frequent ly used num bers for speed dialingvia Avaya one-X™ Portal for I P Office, Phone Manager or a feature phone with a suitable display.

For exam ple "Mr Sm ith" can be displayed when a known Caller I D is received. A user can also select "Mr Sm ith"in the Directory List in Phone Manager, Avaya one-X™ Portal for I P Office or on a display phone to speed dialthis num ber.

Descript ion

• The personal directory capabilit y allows up to 100 ent r ies per telephony user.

• The system lim it is:

• 10800 for I P Office 500 and I P Office 500V2.

• 3600 for I P Office 412.

• 1900 for I P Office 406 V2.

• All ent r ies m ay be added, deleted or m odified by Manager, Avaya one-X™ Portal for I P Office, atelephone, or an external service.

• The personal directory data is sent / updated whenever the user is logged in a SCN.

Benefit

• The user has a personal directory independent from the phone (1400, 1600, 9600 and T3 only) at whichthey are is logged in

• The personal directory is always synchronized between telephone and Avaya one-X™ Portal for I P Office.



Centralized System Directory

Feature

The I P Office Directory is a list of up to 5000 num bers and associated nam es stored cent rally in the system . Adirectory ent ry can be used to label an incom ing call on a caller display telephone or on a PC applicat ion. TheCent ralized System Directory also gives a system wide list of frequent ly used num bers for speed dialing via Avaya one-X™ Portal for I P Office, Phone Manager or a feature phone with a suitable display.

For exam ple "Head Office" can be displayed when a known Caller I D is received. A user can also select "HeadOffice" in Avaya one-X™ Portal for I P Office, or the Directory List in Phone Manager, or on the display phoneDirectory to speed dial this num ber.

Descript ion

• External directory ent r ies can be obtained from up to three different sources for each I P Office:

• Locally stored in the I P Office configurat ion. Created and edited using I P Office Manager or byselected 1600, T3 or Avaya one-X™ Portal for I P Office users.

• Tem porary ent r ies im ported at regular intervals from an LDAP server.

• Tem porary ent r ies im ported at regular intervals by HTTP from another I P Office. This allows thedirectory ent r ies on one I P Office to be shared by other I P Offices as a cent ralized system directoryfor an SCN.

• The total m axim um num ber of ent r ies is 5000 with ent r ies in the I P Office configurat ion taking pr ior ityover tem porary im ported ent r ies.

Manager LDAP HTTP Overall Maxim um

I P5 0 0

I P5 0 0 V2

2500 5000 5000 5 0 0 0

Benefit

• Ability to use external directory services with different interfaces

• One system directory for a Mult i-Site Network (SCN)



Self-Administration

The I P Office adm inist rator m ay give select users the abilit y to change som e of the phone set t ings them selves.For exam ple, but ton program m ing. The range of changes that the user can m ake depends on the phone type inuse.

On Hook Dialing

Avaya digital and I P telephones allow the user to m ake calls by just dialing the num ber on the keypad, withouthaving to lift the handset or pressing a speaker but ton. Usually the call progress can be m onitored using thespeaker in the phone, on telephones that support handsfree the whole conversat ion can be had without havingto lift the handset .



I nbound Call Handling

I P Office offers several features to provide versat ile inbound call processing, including PC based applicat ions,and a standards-based TAPI interface for 3rd party applicat ions.

I ncoming Call Routing

I ncom ing calls can to be presented to an Operator who then decides where to pass the call, but I P Officesupports intelligent call rout ing capable of m aking rout ing decisions based on a num ber of cr iter ia.

The system current ly supports rout ing based on;

• Call presentat ion digits from the exchange such as DDI / DI D or I SDN MSN.

• Calling telephone num ber or Caller I D (This could even be part of the num ber received such as an areacode) .

• I SDN sub-address.

• I SDN/ PRI service type i.e. Voice Call, Data Call, etc.

I t is even possible to look for m ult iple cr iter ia so, for instance, a DDI / DI D call to a sales group could be handleddifferent ly depending on which part of the count ry the call is or iginat ing from .

Each incom ing Call Route also supports a secondary dest inat ion 'Night Service' that can provide alternat iverout ing for an incom ing call based on 't im e of day' and 'day of week' cr iter ia, as well as calendar-based rout ingfor specific dates.

Calls that cannot be routed to the configured dest inat ion are rerouted to a user defined 'Fall Back' dest inat ion.This can be part icular ly useful where calls are norm ally answered by an auto-at tendant and a network faultoccurs.

Where m ult iple call routes are set up to the sam e dest inat ion, a Prior ity level can be associated with the call.This pr ior ity level is used to determ ine a call's queue posit ion in place of sim ple arr ival t im e, but note that callsalready r inging a free extension are not considered queuing and are not affected by a high pr ior ity call j oining aqueue (unless the opt ion" Assign Call On Agent Answer" is selected for that hunt group) . A Prior ity Prom ot ionTim er can be configured to increase the pr ior ity of calls which have been in the queue for m ore than a definedt ime.

An opt ional tag can be added to calls on the I ncom ing Call Route, which can be displayed on the alert ingtelephone.



Hunt Groups

A hunt group is a collect ion of users, typically users handling sim ilar types of calls, e.g. a sales departm ent . Anincom ing caller wishing to speak to Sales can r ing one num ber but the call can be answered by any num ber ofextensions that are m em bers of the hunt group.

Four m odes of call presentat ion are supported on I P Office;

• Sequent ial

One extension at a t im e sequent ially always start ing at the top of the list .

• Collect ive

All extensions in the hunt group sim ultaneously.

• Rotary

Start with the extension in the list im m ediately following the extension that answered the last hunt groupcall.

• Longest W ait ing

Start with the extension that has been free for the longest t im e.

An opt ion has been added, "Assign Call On Agent Answer" , which m eans that CTI applicat ions will alwayscorrect ly report the details for the call that is alert ing. The "Assign Call On Agent Answer" and ensures that thecall at the head of the queue is always answered first .

I f 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 t im e can be set to st ipulate how long a call will queue before beingpassed to the Overflow Group ( this can be configured either for individual calls or for all calls in the group) . Thesystem can change the status of users who do not answer a hunt group call presented to them . The user can beput into busy wrap-up, busy not available or logged out . The change of status can be set per user and the useof this opt ion can be set per hunt group.

Outside norm al operat ion a hunt group can be put into two special m odes; Night Service and Out of service.

I n Night Service calls are presented to a Night Service Group. This can be cont rolled autom at ically by set t ing at im e profile which defines the hours of operat ion of the m ain group or m anually using a phone feature code.

Night service fallback using a t im e profile is no longer applied to a hunt group already set to Out of Service.

The Out of Service m ode is cont rolled m anually from a phone. While in this m ode calls are presented to the Outof Service group

Voicem ail can also be used in conjunct ion with hunt groups to take all group related m essages, play anannouncem ent when the hunt group is in Night Service or Out of Service m ode and give announcem ents whilea call is held in a queue. For internal voicem ail use a broadcast opt ion is provided. This feature will alter thevoicem ail box operat ion so that the m essage not ificat ion will only be turned off for each hunt group m em berwhen they ret r ieve their own copy of the m essage.

Multi-site Networking/ Small Community Networking (SCN) Distributed Hunt

Groups

Hunt groups in a Sm all Com m unity Network can include m em bers located on other system s within thenetwork.

Note: Dist r ibuted Hunt Groups are not supported for use with CCC or CCR.



Night Service

When a hunt group is in Night Service m ode, the hunt group is tem porarily disabled. Callers to this hunt groupwill:

• Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a m anned extension or anexternal num ber

• Be played the Out of Hours greet ing if voicem ail is operat ional

• Receive the busy tone

A hunt group can be switched in or out of Night Service m ode by a user dialing the appropriate short code – byany extension or by specific users.

Time Profiles

Tim e Profiles can be used to define when a Service, Hunt Group, Least Cost Route, Conference Bridge or auser 's dial- in facilit y are operat ional. For exam ple, a t im e profile can be used to route hunt group calls to am anned extension or voicem ail outside of office hours, or be used to apply different Least Cost Routes atvarying t im es of day to take advantage of cheaper call rates. Mult iple Tim e Ent r ies can be created so that aTim e Profile can be used to define specific hours in the day e.g. 09: 00-12: 00 and 13: 00-17: 00. Outside of aTim e Profile, voice calls would be rerouted according to the configurat ion but any current ly connected calls atthe t im e the Tim e Profile changes would not get cut off as the change only affects the rout ing. Data calls willget cut off as the t im e profile goes out of service but a new data call will start im m ediately if specified. Tim eProfiles can also be based on specific calendar dates to m ake 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 arebusy. When an extension becom es free the queued call is then presented. The definit ion of queued calls nowincludes r inging calls and calls wait ing to be presented for r inging. The queue lim it can be set to cont rol them axim um num ber of calls to wait against a hunt group.

While queuing, if Voicem ail is operat ional, the caller will be played the announcem ents for this hunt group.

Announcements

Hunt group announcem ents are separated from hunt group queuing and can be used even when queuing is off.Hunt group announcem ents are now supported by Em bedded Voicem ail in addit ion to VoiceMail Pro.

Further, t im es for the first announcem ent , second announcem ent , and between repeated announcem ents areconfigurable.



Contact Center Features

Contact Centers have specific needs for report ing on how calls are handled and these are covered in a separatesect ion of the Product Descript ion. Basic handling of telephony requirem ents for a Call Center is a standard partof I P Office from Autom at ic Call Dist r ibut ion (ACD) and Call Queuing to agents logging on and select ing thegroups that they service.

Login

A contact center agent funct ion, login is required before the agent is able to m ake or receive calls from theirphone. A login idle period can be specified which will dictate how long an extension can be idle before the useris autom at ically logged out , ensuring that an extension is not left logged in and calls go unanswered.

Monitor Calls

A user can m onitor other peoples’ calls by listening in. This feature is not available by default ; it m ust bespecifically enabled in the system configurat ion. An opt ion exists to have a beep tone indicate when m onitor ingis in use. The user is only able to listen; they cannot speak into the conversat ion being m onitored.

Acquire Call

Feature

• Takeover a call current ly 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.

Descript ion

The Acquire Call funct ion can be setup as a special short code or program m ed against a but ton on an Avayadigital or I P phone with program m able but tons. Use of the feature is subject to I P Office int rusion cont rolset t ings, the user acquir ing the call m ust be set to be able to int rude and the user whose call is being acquiredm ust be set to can be int ruded. Acquire call works in two ways, invoked with or without a num ber:

Without a value in the num ber field

• This allows a user to reclaim a call that was r inging on their phone but has now gone elsewhere, forexam ple to Voicem ail or Forward No Answer dest inat ion. The I nt rude set t ings are not checked and thecall can be reclaim ed even if it has been answered.

• I f the last call to r ing this User is no longer r inging or connected on the system , the feature will fail.

With a num ber, where the num ber is the telephone num ber of a user who current ly has the call to be acquired.

• I f the user has a call r inging or wait ing Acquire Call will act like the Call PickUp Extension short code andthe user execut ing Acquire Call will be connected to the oldest r inging/ wait ing call.

• I f the User has a connected call with no call wait ing and the I nt rude set t ings of the two Users allow it , thecall will be connected to the user execut ing the Acquire Call and the other user will be disconnected.

• I f the User does not have a call the feature will fail.

Queue Threshold Alert

When the num ber of calls queued against a hunt group exceed a threshold, the system can be configured toalert at a selected analog extension port . Typically the User to Alert will be a loud r inger or other alert ingdevice. The alert does not present a real call.



Miscellaneous Features

Conference Calls

Calls can be placed on hold and a conference created using either the phone or desktop applicat ions. Addit ionalconference m em bers m ay be added, however a single conference m ay not have m ore than 64 m em bers.

For the I P500 and I P500 V2 the total conferencing capacity is 128 channels. This could be alternat ively 2conference of 64 users, 3 conferences of 42 users or any other com binat ion (m axim um 64 part icipants perconference call) .

Only two calls connect ing through analog t runks are perm it ted in any single conference.

For m ore inform at ion on m anaging conference calls, refer to the Audio Conferencing chapter .

Dial On Pickup

Also known as "Hot line". Autom at ically dials a specified extension when the phone is taken off hook. This facilit yis com m only used in unm anned recept ion areas or for door ent ry system s to allow visitors to easily gainassistance.

Off Hook Operation

Off-Hook Stat ion is designed for users who want their analog phone to operate like digital or I P 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 I P Office, Phone Manager or SoftConsole to cont rol the phone state when using a headset on ananalog telephone and with call cont rol and dialing from Avaya one-X™ Portal for I P Office, or SoftConsole.

E911 / Emergency Call

This is a specific service for North Am erica. When an em ergency call is connected, I P Office provides callingparty inform at ion to an external line interface unit . The external unit carr ies out a num ber to text t ranslat ionand forwards this to the em ergency services bureau so that the or iginat ing locat ion of the call is clearlyident ified.

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System Short Codes

Short codes are used as com m ands the I P Office to m ake changes for the user, group or system , so need to setup with considerat ion to security. The com m and m ay need addit ional inform at ion included with it , such as forforward, the phone num ber forwarded to. Short codes are a flexible and quick way of set t ing up certainfeatures. I P Office has short codes provided by default on the system , or m ore advanced codes that needprogram m ing by the system adm inist rator.

Exam ples The m ethod of detailing a short codes set t ings lists the short code fields separated by a / .

* 1 7 / ?U/ Voicem ailCollect A user dialing * 1 7 is connected to voicem ail.* 1 4 * N# / N/ Follow MeTo I f a user dials * 1 4 * 2 1 0 # 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 m ay be an act ion to be perform ed bythe I P Office, a change to the user 's set t ings or a num ber to be dialed. The order below is the order of pr ior ityin which they are used when applied to user dialing.

User Short Codes These are useable by the specific user only. User Rights/ User Restr ict ions Short Codes These are useable by any users associated with the user r ights or rest r ict ions in which they are set . They canbe overr idden by individual user short codes.

User and User Rights short codes are only applied to num bers dialed by that user. For exam ple they are notapplied to calls forwarded via the user. System Short Codes These are available to all users on the I P Office system . They can be overr idden by user or user r ights shortcodes.

Post - Dialing Short Codes When any the short code above result in a num ber to be dialed, further short code can be applied to thatnum ber to be dialed. This is done using the following types of short codes.

ARS ( Alternate Route Select ion) Short Codes The short code that m atches dialing can specify that the result ing num ber 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 m atches andalso provide opt ion to use other ARS form s based on other factors such as t im e and availabilit y of routes.

Transit Netw ork Select ion ( TNS) Short Codes Used on T1 I SDN t runks set to use AT&T as the Provider. Applied to the digits presented following any othershort code processing.

I ncom ing Num ber Short Codes On certain types of t runks short codes can be applied to the incom ing digits received with calls.

Line Short Codes These short codes are used to t ranslate incom ing digits received with calls. The stage at which they areapplied varies between different line types and m ay be overr idden by an extension num ber m atch

The full set of short code com m ands are listed in the I P Office Manager, refer to product configurat iondocum ents for m ore detail on how to set them up.



Chapter 7. IP Telephony



7. I P TelephonyTechnological innovat ion is changing the way we com m unicate. This t im e it is com ing in the form of changingthe way telephone calls are t ransm it ted. I t br ings with it several new capabilit ies that change the m eaning ofthe phrase telephone call through the use of Voice over I nternet Protocol (VoI P) . Basically, VoI P m eans "voicet ransm it ted over a packet data network." VoI P is often referred to as I P Telephony because it uses the I Pprotocols to m ake possible enhanced voice com m unicat ions throughout the world, wherever I P connect ionshave been delivered. I P Telephony unites a com pany’s m any locat ions- including m obile workers- into a singleconverged com m unicat ions network. Telephony calls using VoI P go above and beyond what ’s been possible inthe past . When it com es to placing telephone calls, VoI P provides a range of support services and featuresunequalled in the world of telephony, but above all deliver them at low cost .

How Does VoI P W ork?

Voice over I nternet Protocol m eans basically what the acronym states: Voice t ravels over an I nternet Protocol.I nternet Protocol refers to the type of rules that the network uses to send and receive signals. I P Telephonyworks by convert ing voice com m unicat ions into data packets. Convenient ly, it runs on the popular Ethernet LAN( local area network) technology, which current ly supports over 96 percent of the worlds com panies’ LANs.

Circuit - sw itched or Tim e- Division Mult iplexed Telephony

Before digital networking with the I nternet 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 beenaround since the telephone was invented in either analog or digital form using circuit switched technologywhere the telephone call gets exclusive bi-direct ional use of a wire – or circuit – while the call is in progress.Because the circuit is exclusive to each conversat ion, PSTN and private branch exchanges (PBXs) m ust be sizedto cope with peak dem and and have enough circuits available for all expected conversat ions. This is not aflexible approach and results in a lot of infrast ructure investm ent that the telephone com panies need to recoup,via the cost of access charges and calls. The I nternet has changed this – where data services have driven downaccess charges and allowed voice to " t ravel for free" over a m ult ipurpose data network.

Packet - Sw itched Telephony

Unlike circuit -switched connect ions, which always require use of dedicated bi-direct ional circuit for the durat ionof a call, VoI P technology has enabled telephony and other new and novel features and services to run overfixed and wireless networks including pr ivate local area networks. These newer network types usepacket -switched protocols. Packet -switched VoI P puts voice signals into packets. Along with the voice signals,VoI P packets include both the sender’s and receiver’s network addresses. VoI P packets can t raverse anyVoI P-com pat ible network. Along the way, they can choose alternate, shared paths because the dest inat ionaddress is included in the packet . The rout ing of the packets is not dependent on any part icular network routewhich m eans the network provides can provide a reliable service at a fract ion of the cost of circuit switchedproviders.

W hat Advantage Does I P Office Have?

I P Office can provide support of PSTN, SI P, POTs, digital t im e division m ult iplexed telephones AND digital I Ptelephones all on the sam e system . This m eans you don’t have to abandon the past to em brace the future, I POffice allows all the technologies to co-exist . I P Office connects to the PSTN and to I P t runks ( the VoI Pequivalent ) so providing a "Hybrid" PBX funct ion – where both legacy and future technologies can be usedtogether to m inim ize operat ing costs and offer opt im ize business com m unicat ions through both voice and data.

I P Office has digital telephones built on both TDM and I P technology that provide the sam e user interfaceoffer ing a flexible choice of solut ion that can m ix, for exam ple TDM telephones in the office and I P telephones ata rem ote site of at hom e. With the choice of I P telephones including real and vir tual (software) telephones, I POffice can take com m unicat ions to a new level.

Buying I P Office allows you choice – you can use the pure POTs or the pure VoI P capabilit ies of I P Office, or useboth at the sam e t im e to allow seam less technology t ransit ion of your business without the disrupt ion of havingto choose between them now.



I P Office Turns VoI P into I P Telephony

I n order to m ake use of VoI P, I P Office uses signaling protocols called H.323 , and Session I nit iat ion Protocol(SI P) which allow I P Office to establish end- to-end connect ions for the voice path through the I P network. I tensures each end of the connect ion is able to t ransm it and receive voice and provides the network addressingfor end to end packet t ransm ission. I P Office also allows for connect ing between the different technologies byt ranslat ing the signals they use, for exam ple an analog telephone m ay wish to connect to a VoI P dest inat ion.This requires both the signaling and voice t ransm ission to be t ranslated – I P Office does this easily as itcontains technology elem ents called gateways and gatekeepers that enable t ranslat ions to happen.

With a convent ional telephone system you plug your analog or digital TDM telephone into an extension socketconnected to your PBX or Key System . With I P Telephony you connect your digital I P telephone to your I P PBXvia the LAN. There are two basic types of I P telephones:

• A physical telephone, which looks very sim ilar to a standard telephone ( I P Hard Phone)

• A software applicat ion ( I P Office Video Softphone) which runs on the user 's PC, allowing them to useeither a headset / m icrophone to m ake/ receive calls anywhere they have I P connect ion

I P telephony has the advantage of allowing extensions to be deployed both locally and rem otely through theuse of I P rout ing and I P VPN services.

When m aking use of I P telephony, there are a num ber of data cent r ic considerat ions such as which data typeshave prior ity on the I P network when there is content ion. This is set with I P/ TCP "quality of service" and shouldnot be ignored. I n situat ions where LAN Bandwidth is lim ited, a quality of service capable LAN switch should beused to ensure voice packets are t ransm it ted with the required pr ior ity on the network. I f not , the conversat ioncarr ied over I P appears as broken up (due to delays) or has unacceptable delays int roduced in the conversat ion( latency and j it ter) . With I P hardphones there is need for Power over Ethernet (PoE) , or local phone powersupplies to be provided to the telephones as the I P telephones are no longer powered by I P Office – a list ofAvaya approved PoE opt ions is available at the end of this sect ion.

Gateways, Gatekeepers and H.323 - Technology Overview

I P Office uses the H.323 signaling protocol which has the following architectural com ponents

• Telephones are H.323 service endpoint devices that can support Audio calls. Other types of H.323devices can support video as part of H.323

• Gateways provide m edia t ranslat ion to allow calls to be m ade to non-H.323 devices, for instance ananalog telephone or the public network to connect with a H.323 device

• Gatekeepers cont rol the call processing and security for H.323 devices

• Mult ipoint Connect ion Units (MCU) for conferences by adding together m edia st ream s

These elem ents are grouped together in what is known as an H.323 zone (a zone is analogous to a PABX) . Eachzone has a single Gatekeeper that can be considered as the brains of the system dealing with call dist r ibut ion,call cont rol and the m anagem ent of resources. On power-up, I P telephones, Gateways and MCU m akeregist rat ion requests to a Gatekeeper which then authent icates (accepts or rejects) their request to becom e am em ber of the zone. Once accepted, a telephone wishing to m ake a call sends a call set -up m essage to theGatekeeper which then determ ines how to route the call and will then send an alert to the called telephone, or ifthe call is to a non-H.323 telephone establish the call via a Gateway within the zone.

The design of I P Telephony system s has been driven by open standards. Digital I P telephones, Gateways andGatekeepers all support the H.323 standard and it is this that allows devices from different m anufacturers towork together. I P Office has an opt ional integral Gateway (Voice Com pression Modules) and Gatekeeperfunct ionality required to provide a fully funct ional I P Telephony solut ion.

SI P – Session I nit iat ion Protocol

I P Office supports SI P, which is a signaling protocol used for creat ing session or iented connect ions between twoor m ore locat ions in an I P network. SI P t runking is a service offered by and I TSP ( I nternet Telephony ServiceProvider) that perm its businesses with an I P Office installed to use Voice-over- I P (VoI P) outside the enterprisenetwork by using the sam e connect ion as in I nternet connect ion.



I P Telephony Features

• Gatekeeper

The I P Office gatekeeper allows the regist rat ion of up to 384 I P extensions on the I P500, less the num berof analog and digital TDM telephones already configured on the system .

• Gatew ay

The Voice Com pression Module provides the H.323 gateway funct ion that allows I P extensions to m akecalls to other non- I P devices. The m axim um num ber of sim ultaneous calls is lim ited by the num ber ofchannels available on the Voice Com pression Module. I P Office m ust be fit ted with an opt ional VoiceCom pression Module to enable I P telephony.

• Silence Suppression

Silence suppression is a technique used to m ake the best use of available bandwidth, such as theconnect ion over which the caller is listening, not speaking. Silence suppression works by sendingdescript ions of the background noise, rather than the actual noise itself, during gaps in conversat ionthereby reducing the num ber and frequency of voice packets sent on the network. Background noise isvery im portant during a telephone call. Without noise the call will feel very unnatural and give apercept ion of poor quality.

• Com pression

I P Office supports a wide range of voice com pression standards including G.711, G.729a and G.723.1.The m ethod of com pression can be either autom at ically established on a call-by-call basis or beconfigured on an individual extension basis.

• Fast Start

When fast start is supported by an I P extension, this facilit y reduces the protocol overhead allowing anaudio path to be established m ore quickly.

• Out of Band DTMF

When out of Band DTMF is configured on an I P extension, the extension will signal to the other end of theconnect ion which digits need to be regenerated by a local DTMF generator on behalf of the sending I Pextension. This is useful when navigat ing external voicem ail system s and Auto-At tendants.

• Direct Media Path

Direct Media Path allows the speech path between two I P extensions (after call setup) to be routeddirect ly to each other. This allows the I P Office system to free up voice com pression resources afterestablishing the end to end connect ion, allowing the resources to be used in the m ost efficient way.

• Auto- Create Extensions

I P Office can autom at ically create an extension ent ry for new I P telephones added onto the local areanetwork. I n cases where the local area network is not secure this facilit y can be disabled, but sim plifiesinstallat ion of I P telephone system s

• Fax Transport (Avaya Proprietary) Fax Transport allows fax calls to be routed over VoI P t runks between I P Office system s on an I P networkusing a proprietary I P Office t ransport protocol.

• Fax Transport T.3 8 I P Office supports the standardized protocol "T.38" for t ransport ing FAX calls between I P Office and SI Pt runks or SI P endpoints. T.38 is only supported on I P Office 500 hardware. I t requires the I P Office to beequipped with VCM 32 or VCM 64 m odules.

T.38 allows the reliable t ransm ission of Fax m essages over a I P channel independent of Codec used forthe Voice com m unicat ion.

Plat form s Supported: I P500, I P500 V2 only, m ust be fit ted with VCM32 or VCM64module.

Trunk Types Supported: SI P

Extensions Supported: SI P

T.3 8 Transport Layers Supported: UDPTL (with opt ional redundancy error correct ion) .

T.3 8 Versions Supported: 0-3

Call Types Supported: Voice calls which t ransit ion to fax relay on detect ion of faxtones.

Calls which are negot iated as fax only



SI P Endpoint Support

Session I nit iat ion Protocol (SI P) is an open signaling protocol for establishing any kind of real- t im ecom m unicat ion session. The com m unicat ion session can involve voice, video, or instant m essaging, and cantake place on one of m any devices that people use for com m unicat ing: laptop com puter, PDA, cell phone, I Mclient , I P phone, and so on. SI P has been developed in the I nternet Engineering Task Force ( I ETF) by com m onpart icipat ion from various vendors, including Avaya.

Avaya I P Office supports SI P for telephony funct ions to enable the usage of standard based SI P endpoints forVoice and Fax com m unicat ion. I n pure SI P system s, I P Office expands the feature set beyond the SI P standard,offer ing a wealth of I P Office features also on SI P endpoints delivering a feature r ich system that a pure-SI Pserver based on the SI P standard only can’t deliver. With that , I P Office delivers the best of both worlds,support ing standard based I P telephones while deliver ing a wealth of features consistent ly between SI P, digitaland Avaya I P endpoints.

I P Office SI P endpoint im plem entat ion is built on two m ajor SI P com ponents: SI P User agents, and SI P Servercomponents.

SI P Com ponents

SI P Endpoints ( User Agents)User agents (UAs) are applicat ions in SI P endpoints (such as a SI P phone, cell phone, PDA, or workstat ion) thatinterface between the user and the SI P network.

SI P ServersI P Office has im plem ented the required funct ionaliy of the SI P servers m ent ioned below not only to provide SI Pendpoint support but also to allow full interoperabilit y between SI P endpoints, other I P telephones based onH.323, Digital and Analog telephones as well as I P Office t runks (Analog, digital or SI P based)

SI P servers provide cent ralized inform at ion and enablem ent services in a SI P ecosystem . The core SI P serversand their funct ions are sum m arized here. I P Office provides the required the features of the following twoservers for Voice and FAX com m unicat ion.

• Regist rar Server When SI P I P telephones com e online, they need to m ake sure that others are aware that they’reavailable to take and m ake calls. The Regist rar authent icates and registers the I P phone (often direct lyrelated to a specific user) when it com es online, and then stores inform at ion on the telephones logicalident it ies.

• Proxy Server A proxy server takes SI P requests, processes them , and passes them downst ream while sendingresponses upst ream to other SI P servers or devices. A proxy server m ay act as both a server and aclient , and can m odify a SI P request before passing it along. A proxy is involved only in the setup andteardown of a com m unicat ion session. After user agents establish a session, com m unicat ions occurdirect ly between the part ies.

Funct ionality of the following two SI P servers are generally available by I P Office using exist ing I P Officefunct ionality. Therefore, while funct ionality is provided, e.g. allowing hotdesking (also for users using aSI P-endpoint ) in a sm all com m unity network, a consistent m ethodology between SI P and non SI P endpoints isused to deliver those features

• Locat ion Service As users roam , the network needs to be cont inually aware of their locat ions. The locat ion service is adatabase that keeps t rack of users and their locat ions. The locat ion service gets its input from theregist rar server and provides key inform at ion to the proxy and redirect servers. I P Office provideshotdesking support , deliver ing a sim ilar funct ionality but working consistent ly between SI P and non SI Pendpoints.

• Redirect Server I f users are not in their hom e dom ains, sessions bound for them needs to be redirected to them .

The redirect server m aps a SI P request dest ined for a user to the device "closest " to the user. I n I POffice, call forwarding and Follow m e funct ionality is used to provide again consistent funct ionalitybetween all type of endpoints.

Supported funct ionality for SI P endpoints in I P OfficeSI P endpoints are supported on I P Office for Voice (Audio) and Fax (T.38) com m unicat ion.



This allows the usage of standard com pliant I P telephones using the open SI P standard, giving custom ers achoice of endpoints of different m anufacturers including special purpose devices like conference telephones,hotel telephones or term inal adapters.

I n order to use a non-Avaya SI P endpoint with I P Office, a "Third party I P endpoint license" is needed. Thislicense will cont inue to support endpoints based on the H.323 standard but will also be required for generic SI Pendpoints on I P Office. Avaya I P Office SI P telephones use the I P End Point license.

SI P Endpoint support is fully integrated into I P Office core. No other com ponents are needed. SI P endpoints willneed VCM m odule capacity in I P Office like any other I P phone.

Next to SI P telephones, SI P term inal adapters are supported to connect analog telephones and fax m achines.This offers a flexibilit y to support Fax m achines and Audio/ T.38

SI P extensions funct ion like any other I P Office extension: This m eans they

• Can m ake and receive calls to any other extension, independent of type of extension

• Delivers end to end Media just like any other I P telephone on I P Office. For calls between two SI Pextensions of a SI P extension and an Avaya I P telephone, the audio is t ransm it ted end to end for basictelephone calls. (Conferences etc. However require a VCM resource) . See chapter "VCM m odules" fordetails

• Can use short codes and authorizat ion codes like any other telephones

• Transm it I n band call progress tones are delivered from I P Office

• A SI P telephones needs to register with I P Office like any other I P telephone, Authent icat ion withUsernam e and password is possible

• SI P extensions support "auto create" in I P Office to m ake installat ion fast and efficient . Successfulregist rat ion of an endpoint will consum e one third party license

• On one I P address, several extensions can register with I P Office, each consum ing a license. This enablesthe connect ion of SI P term inal adapters with m ore than one analogue port , giving a different extensionnum ber to each of the ports.

Advanced features: SI P endpoints support a num ber of extended features according to the "SI P service sam ples-draft " , alsoreferred to as "Sipping-19". This includes:

• Calling line ident ificat ion

• Hold/ Consultat ion Hold

• Attended/ Unat tended Transfer

• Message W ait ing

• Do not disturb

• Conference Add

Som e telephones support several call appearances m aking it easy to switch between calls. Please not that thisdoes not include "br idged appearances" or " (outside) - line appearances)

A large num ber of addit ional features are supported on I P Office using Feature act ivat ion keys. These featuresinclude but not lim ited to:

• Call forw ard: Uncondit ional/ Busy/ no Answ er

• Follow m e

• Park/ Unpark

• Music on Hold

• Meet m e conferencing

• Conference join

• Ring back w hen free



SI P endpoints also support Com puter Telephony I ntegrat ion “CTI ” and therefore applicat ions like One-X portalfor Sm all business: the following features are supported with One-X portal and via the TAPI interface:

• Outgoing call (without rem ote act ivat ion of speakerphone/ headset )

• Hang up

• Hold

• Attended/ Unat tended t ransfer

• Conference ( I P Office based)

• Voicem ail collect

• Set forw arding/ DND ( I P Office based)

• Park/ Ride ( I P Office based)

The features work sim ilar like "CTI " features in com binat ion with an analog telephone, e.g. an outgoing call willf irst r ing the SI P phone and after connect the outgoing call will be placed. Avaya Phone Manager/ PhoneManager Pro and Soft console are current ly not supported in com binat ion with SI P-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 VoI P Standards Supported.

While great care has been taken to be com pliant with SI P standards, no guarantee can be given that all devicesclaim ing support of SI P will work flawlessly. The SI P standard is constant ly evolving with new features andm ethods int roduced. Also, while being standard com pliant , not all devices im plem ent all opt ions of thestandard, m aking it hard to alm ost im possible to predict if a device will work- Avaya will only confirmfunct ionality of devices that we have tested and will publish a list of devices that have been tested including – ifrequired – im plem entat ion details and software version used on that device.

As of t im e of writ ing, the following devices have been tested successfully for Audio and/ or Fax t ransm ission.

SI P Telephones: • Polycom Soundpoint I P 320, I P 601

• Grandst ream GXP 2000, GXP 2020

SI P clients on m obile cell

telephones:• Nokia S60 v3 SI P client (e.g. Nokia E61i m obile cell phone)

SI P Analog Term inal Adapters • Quick Edit ion A10 ATA

• Pat ton single line M-ATA

• I nnovaphone I P22, I P24, I P28

SI P PC- based softphones: • CounterPath eyebeam / xlite

Softphone • I P Office Video Softphone (Using advanced SI P features) : Does notrequire a “SI P-stat ion” license but works as part of the userpackage



Video enabled devices • Avaya 1010 Video Avaya 1040 Video with 4-party MCU

Polycom VVX 1500

Grandst ream GXV3140

A list will be provided in the I P Office knowledge base and on ht tp: / / support .avaya.com



Supported funct ionality for SI P endpoints in I P Office

I P Office – since release 6.1 supports both Video and Audio com m unicat ion for SI P devices.

I t is therefore possible to connect a Video-endpoint to I P Office for r ich m ult im edia com m unicat ion:

Video is supported

• I n an I P Office system locally

• I n a I P Office sm all Com m unity network

• To a Video ready SI P t runk, e.g. to Avaya Aura

•

A few typical Call scenarios:

• End to end Video call in an I P Office system : E.g. a call from a Video Softphone to an Avaya 1010system in a senior m anager’s office.

• Video in a Sm all Com m unity Network: Calls e.g. between two Avaya 1010 telephones in theheadquarter and a rem ote Office on the SCN

• Video Conference leveraging the Avaya 1040 Video Conferencing system . One user can use the 1040while three other users are e.g. in rem ote locat ions on a SCN, hom e office etc.

Video details:

• All Video com m unicat ion is end to end, m eaning that I P Office does not nat ively m anage or perform aVideo conferencing

• Video endpoints can m ake calls to all telephones and t runk lines on I P Office (analog, digital I P) butwill work as audio devices only when calling these telephones. They can also receive audio calls fromthese telephones/ lines.

• Video needs a high bandwidth in the network, depending on codec/ Video quality it can be up to 1Mbit / sec. Through planning of the capacity it has to be assured that there is sufficient bandwidthavailable for both audio and video. A network assessm ent is m andatory and has to take the bandwidthrequirem ents into account . Please refer to the details of the product (s) to be used for exact Videorequirements.



• All Video connect ions are “end to end” . I P Office does not negot iate e.g. Video Codes; this will be doneby the Video endpoints (via I P Office) only. The Video-capabilit y is therefore depending on the useddevices. I t was confirm ed that I P Office works with both H.263 as well as H.264 Codecs

• Video calls have lim ited funct ionality. While with m ost devices hold and t ransfer works, this is of coursedepended on the tested device. I P Office feature access codes are available for Video telephones ande.g. call forwarding will funct ion with Video devices. Forward to voice m ail will work but will only recordaudio st ream s, no Video calls.

• I P Office supports a single Video call per session only. No dual Video channels for e.g. Video andsharing of applicat ions are possible.

• A single endpoint can accept several video calls in parallel. That m akes it possible to leverage “MCU”(Mult i conference Unit ) funct ionality in an endpoint like inside the Avaya 1040 system . I t m akes Videoconferences between a device with MCU and several other endpoints possible.

• Typical bandwidth requirem ents for HD video:

Video bandwidth needed per call ( t ransm it and receive, Audio bandwidth not included) for e.g. theAvaya 1010/ 1040 Video Conferencing system s.

o 1010: 1 Mbps for 720p/ 30fps

o 1040:

§ 768 Kbps for 720p 30fps§ 1.1 Mbps for 720p 60fps

§ 1.7 Mbps for 1080p 30fps

Power Options for I P Telephones

Avaya supports the I EEE 802.3af, standard for Power over Ethernet (PoE) on its range of I P telephones. WithPower over Ethernet , both power and data are carr ied over one CAT 5 Ethernet cable. Deploying I P telephonesut ilizing Power over Ethernet elim inates the need for local power supplies, AC adapters and cables, and allowspower to be provided from the wir ing closet / switch room where it can be easily connected to a UPS system .

There are several power opt ions, in addit ion to I EEE Power over Ethernet , available to custom ers to power theirAvaya I P telephones.

• Avaya individual Pow er Supply for 4 6 0 0 and 5 6 0 0 telephones

I ndividual power supplies that can be used to power each I P phone which provides a single 48 voltoutput . The power supply can operate globally within a wide range of Alternat ing Current (AC) inputvoltages: 90 - 264 Volts Alternat ing 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 isavailable in two different versions, with and without an internal bat tery for uninterrupted power to thephone.

• Avaya individual Pow er Supply for 1 6 0 0 Series telephones

The 1600 Series telephones have a special power connecter to allow the connect ion of a cost efficientpower supply. These power supplies com e in several versions for different count r ies and voltages.

• Avaya Pow er over Ethernet adapter for the 1 6 0 3 phone

The 1603 phone does not support Power over Ethernet nat ively. A sm all adapter is needed. The adapterwill fit com pletely in the stand of the phone, offer ing a cost efficient opt ion of either using a powersupply or a PoE adapter.

I P Telephone Pow er Consum pt ionMeasured in Wat ts using an I EEE 802.3af power supply at 48V. This table shows the power consum pt ion of thetelephones current ly shipping. Older versions of telephones m ight have a different power requirem ent .

Pow er Consum pt ion ( W at ts)

Telephone PoE

Class

Conservat ion

Mode

Typical Max Pow er

4 6 0 2 SW , 5 6 0 2 SW 2 4.1 N/ A 5.0

4 6 1 0 SW , 5 6 1 0 SW 2 4.0 N/ A 6.0

4 6 2 1 SW , 5 6 2 1 SW 2 4.9 N/ A 6.45

4 6 2 5 SW 3 7.8 N/ A 9.42

1 6 0 3 / 1 6 0 3 SW 2 4.32 3.75 5.10

1 6 0 8 2 4.66 3.76 5.69

1 6 1 6 2 3.17 2.83 3.65

Gig Adapter – 3.16 N/ A 5.81

9 6 2 0 L 1 2.1 2.2 2.7

9 6 2 0 C 2 4.6 4.9 5.3

9 6 3 0 G 2 4.6 4.9 6.1



Pow er Consum pt ion ( W at ts)

9 6 4 0 2 4.2 4.6 5.5

9 4 4 0 G 2 4.5 4.9 5.6

9 6 5 0 2 4.6 5.2 5.6

9 6 5 0 C 2 4.6 5.2 5.6

BM2 4 n.a 0.39 0.6 0.9

9 6 0 8 1 1.93 2.08 2.55

9 6 1 1 1 2.64 3.12 3.78

9 6 2 1 2 3.18 3.49 4.72

9 6 4 1 2 3.28 3.44 4.12

BM1 2 n.a 0.10 0.31 0.62



Avaya I ndividual Pow er SupplyThe power supply can operate globally within a wide range of Alternat ing Current (AC) input voltages: 90 - 264Volts Alternat ing Current (VAC) , 47-63 Hz. This power supply has a green indicator (LED) that shows the unithas 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 bat tery for uninterrupted power tothe phone.

1 1 5 1 local pow er supply, w ithout bat tery and w ith bat tery backup

For 1600 Series telephones, a separate line of cost efficient power supplies is available in different regionalversions.

VoI P FAQ

Network Requirements

Quality of Service (QoS) is a m easure of the perform ance of a network that reflects the availabilit y of networkservice and the quality of network t ransm issions. The term itself refers to a num ber of networking technologiesand techniques and does not necessarily rest r ict it self to any single protocol or standard.

There are a num ber of m easures that can be taken on the LAN and WAN to m ake them 'good enough' to carryvoice t raffic. Som e of these are the im plem entat ion of standards based QoS protocols while are sim ply a m at terof network architecture and good network m anagem ent pract ices.

The term 'good enough' is intent ional. Every custom er will have different expectat ions and different budgets towork to. Som e will be willing to upgrade their networks to use the best possible equipm ent and pract ices. Toothers the addit ional expense m ay be viewed as unnecessary.

Exam ples 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:

• I nternal phone calls between an I P device and a non- I P device.

• Analog/ digital telephones to I P t runks (SI P/ H.323) including m anaged Fram e Relay and m anaged I P VPN(provides echo cancellat ion) .

• I P telephones to I SDN or PSTN t runks (convert I P to TDM and vice-versa) .

I P device to I P deviceCall progress tones ( for exam ple dial tone, secondary dial tone, etc) do not require voice com pression channelswith the following except ions:

• Short code confirm at ion, ARS cam p on and account code ent ry tones require a voice com pressionchannel.

• Devices using G.723 require a voice com pression channel for all tones except call wait ing.

When a call is connected:

• I f the I P devices use the sam e audio codec no voice com pression channel is used.

• I f the devices use differ ing audio codecs, a voice com pression channel is required for each.

"Direct Media" is a VoI P concept that circum vents resources (TDM bus, Gateway) within the system andim proves the voice quality. I f two I P devices are connected on the sam e system , a direct LAN connect ionbetween them will be established once the call has been set up (as long as they use the sam e Codecs) . Directm edia is supported between Avaya I P telephones and SI P telephones.



I t is possible for an I P device to be physically located at one site while being registered at a different site. I nthis case, even for VoI P across the WAN the VCM would not be used, as long as the two I P devices involved in aphone call are registered on the sam e system .

Bandwidth Required For Each Voice Call?

The bandwidth used varies depending on the com pression m ethod chosen. I P Office supports standards listedbelow. These will occupy approxim ately 10K and 13K of bandwidth respect ively.

Use the following chart to choose the m ost appropriate com pression algorithm for your available bandwidth.

Audio Codec RTP Voice

Data Payload

Packets

per

Second

LAN

( bps)

% Overhead

LAN

W AN

( bps)

% Overhead

W AN

Algorithm ic

Delay

( m illi-

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

Typical Bandwidth Required For Video Calls

This is for Video t ransm it only. To the Video part , the audio channel needs to be added.

4 Video bandwidth needed per call ( t ransm it and receive, Audio bandwidth not included) as sam ple forthe Avaya 1010-1040 for HD-Video: – 1010/ 1020: 1 Mbps for 720p/ 30fps – 1030/ 1040:

• 768 Kbps for 720p/ 30fps

• 1.1 Mbps for 720p/ 60fps

• 1.7 Mbps for 1080p/ 30fps

Typical Bandwidth for standard Video quality, for exam ple with I P office Video Softphone

Resolut ion Pixel Typical Net Video Bandw idth

Requirem ent

H.2 6 3 H.2 6 4

Low 176 x 144 (QCI F) 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 m illiseconds or below.

How Many Simultaneous Calls Can I Get Down My Link?

The following chart illust rates the theoret ical m axim um num ber of sim ultaneous voice calls that can bedelivered over a WAN for a given link speed. This does not take into account any bandwidth that m ay berequired for data t raffic between sites or the physical lim it of VoI P calls for the specific version of I P Office inuse.

The num ber of sim ultaneous voice calls can be in excess of the capabilit ies of the individual plat form , where thecalls t ransit the switch as data t raffic. I n this situat ion com pression resources are not used but obviously m ustbe catered for in the overall bandwidth provision.

Com pression G.7 2 3 .1 ( 6 .3 K) G.7 2 9 a ( 8 K) G.7 1 1 ( 6 4 K)

Algorithm ic Delay(seconds)

0.08 0.04 0.02

Num ber 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 VoI P Calls

Each I P Office can be fit ted with opt ional Voice Com pression Modules (VCM) to support VoI P connect ions.

The I P500 V2 is capable of support ing two VCM 32/ 64 m odules allowing up to 128 sim ultaneous calls. Withcom binat ion cards, another 10 VCMs are provided per card. Up to two com binat ion cards are supported with I POffice. of support ing two VCM 32/ 64 m odules allowing up to 128 sim ultaneous calls.

Does the I P Office support Fax over I P ?

The I P Office supports a proprietary m ethod for carrying Fax calls over I P between I P Office system s. I t alsosupports T.38 on SI P t runks and SI P extensions.

Network Assessment

With I P Office, opt im um network configurat ions can support VoI P with a perceived voice quality equivalent tothat of the Public Switched Telephone Network (PSTN) . However, not every network is able to take advantageof VoI P t ransm issions. I t is im portant to dist inguish between basic com pliance with the m inim al VoI P standardsand validated support for QoS which is needed to run VoI P applicat ions over a data network.

With the except ion of standalone configurat ions where I P telephones connect direct ly connected to the ports onI P Office, Avaya now requires that all custom ers form ally audit their networks for I P telephony readiness beforeat tem pt ing to install any VoI P applicat ion.

A network assessm ent should norm ally include:

• Physical inventory of all equipm ent inclusive of the current version of code, and configurat ions asneeded.

• An accurate and com plete network topology for all networked sites, inclusive of I P addressing andphysical/ logical connect ions.

• An evaluat ion of the network's topology to check that the design is both sound and reasonable.

• Measurem ent of packet loss, j it ter and delay over the course of m ult iple days and m easured on a perm inute basis. A graphical representat ion of the data is the preferred output m ethod.

• Exam inat ion of QoS/ Class of Service (CoS) param eters in place in the network.

• Sum m ary of findings and possible act ions to correct problem s.

The assessm ent should leave you confident that the im plem ented network will have the capacity for theforeseen data and voice t raffic, and can support H.323, DHCP, TFTP, and j it ter buffers in H.323 applicat ions.

With this in m ind, if you require support during or after an I P Office VoI P installat ion, a copy of your networkassessm ent docum entat ion will be requested by your support channel.

For m ore details about available tools, resources and services to enable you to audit your network for VoI Preadiness, please contact your local Avaya representat ive.

I P Packet Flow Control

While a high-perform ance switch forwards data packets at full wire speed to and from its ports sim ultaneously,there m ay be t im es when a switch port m ay not be able to accept packets at the rate it is receiving them .

For exam ple, the switch port m ay be receiving packets from m ult iple ports at the sam e t im e, or the switch portm ay be receiving packets from a port operat ing at a faster speed. For instance, the sending port m ight beoperat ing at 100 Mbps, while the receiving port operates at 10 Mbps; or the sending port m ight operate at1000 Mbps, while the receiving port operates at 100 or 10 Mbps. I f data packets arr ive for a port that issaturated with other packets, the packets m ay overflow the port ’s buffer, result ing in dropped packets and lostdata.

Flow cont rol is a congest ion-cont rol m echanism that prevents data loss at congested ports. Flow cont rolprevents packet loss by cont rolling the flow of data from the t ransm it t ing device to ensure that the receivingdevice can handle all of the incom ing data.

I EEE 802.3 flow cont rol is used on Avaya I P telephones operat ing in full-duplex m ode. I f the receiving devicebecom es congested, it sends a pause fram e to the t ransm it t ing device. The pause fram e inst ructs thet ransm it t ing device to stop sending packets for a specific period of t im e. The t ransm it t ing device waits therequested t im e before sending m ore data.



VoI P Standards Supported

I P Office supports the following protocols and standards:

• H.323 V2 (1998) , Packet -based m ult im edia com m unicat ions system s.

• Q.931, I SDN user-network interface layer 3 specificat ion for basic call cont rol.

• H.225.0 (1998) , Call signaling protocols and m edia st ream packet izat ion for packet -based m ult im ediacom m unicat ion system s.

• H.245 (1998) , Cont rol protocol for m ult im edia com m unicat ion.

• Session I nit iat ion Protocol.

• Audio CODECs:

• G.711 A- law/ U- law (64K) .

• G.723.1 MP-MLQ (6.3K) .

• G.729 Annex A, Annex B, Annex AB – CS-ACELP.

• Silence Suppression.

• Fax Relay ( I P Office to I P Office Fax Transport over I P) .

• T.38 Fax support (SI P t runks and SI P endpoints) .

• Local End Echo Cancellat ion 25m s.

• Out of band DTMF.

• Jit ter buffer, 5 fram es of j it ter buffer.

• I nternet Standards/ Specificat ion ( in addit ion to TCP/ UDP/ I P) .

• RFC 1889 – RTP/ RTCP, Real Tim e and Real Tim e Cont rol Protocol.

• RFC 2507, 2508, 2509 – Header Com pression.

• RFC 2474 – DiffServ, Type of Service field configurable.

• RFC 1990 - PPP Fragm entat ion.

• RFC 1490 - Encapsulat ion for Fram e Relay.

• RFC 2686 - Mult iclass Extensions to Mult ilink PPP.

• RFC 3261 - Session I nit iat ion Protocol (SI P) .

• RFC 3489 - STUN.



Chapter 8. Public and Private VoiceNetworks



8. Public and Private Voice NetworksWith Avaya I P Office you can be networked via T1, PRI and BRI I SDN, including VoI P on the com pany WAN. Networking m axim izes the potent ial of your business office locat ions and rem ote workers - building the bestpossible foundat ion for your future growth. I P Office provides each locat ion with a scalable (up to 384extensions) telephony solut ion that supports voice networking, and offers:

• Uniform dialing plan, m aking it easy to call co-workers anywhere on the network and im prove custom erservice

• Consistent user experience by sharing the sam e telephones and m essaging interface as in headquarters

• A user-defined cent ral directory that is autom at ically synchronized

• Autom at ic Route Select ion to opt im ize rout ing and bandwidth m anagem ent

• Cent ralized voicem ail and/ or the abilit y to network voicem ail system s together

The benefits of networking:

• Leverage any exist ing investm ent in Avaya system s at other sites.

• Cent ralize services (e.g. operator, voicem ail) as well as m anagem ent and adm inist rat ion to reduce costs.

• Speed deploym ent of rem ote offices, respond quickly to m arket dem ands.

• I m prove inter-site com m unicat ion to sim plify inform at ion exchange.

Private Circuit Switched Voice Networking

Private voice networks are built using st ructured leased line circuits (E1 or T1) or by establishing perm anent lyconnected 'B' channels over I SDN circuits between I P Office system s. Each channel within the E1 or T1 interfacecan provide a single voice or 64K/ 56K data call. Where leased line circuits are used within a pr ivate networkingscenario, these E1 or T1 interfaces are typically configured to use QSI G signaling between sites.

QSI G provides a level of voice feature t ransparency between PBXs and is the favored signaling standard withinm ult iple vendor and internat ional voice networks. The I P Office E1 or T1 m odule term inates a QSI G connect ionwith a 120 ohm RJ45 interface.

I P Office supports the following QSI G services across this network:

• Sim ple Telephony Call/ Basic Call: ETS300 171/ 172.

• Circuit Sw itched Data Call/ Basic Call: ETS300 171/ 172.

• Called/ Calling Line I D Presentat ion: ETS300 173.

• Called/ Calling Nam e Presentat ion: (SS-CNI P, SS-CONP, SS-CNI R) ETS300 237/ 238.

• Message W ait ing: (SS-MWI ) EN301 260/ 255.

• Transfer: (SS-CT) ETS 300 260/ 261.

Circuit Sw itched Voice Netw orking



Public Voice Networking

The I P Office plat form supports a range of t runks and signaling m odes for connect ion to the public switchedtelephone network (Cent ral Office) . Som e of these lines are only available in certain terr itor ies; please checkwith your dist r ibutor for local availabilit y. Prim ary rate t runks are available with either a single (24/ 30 channels)or dual t runk (48/ 60 channels) .

I SDN Prim ary Rate ( ETSI CTR4 )

Provided by the I P400 PRI E1 and I P500 Universal PRI cards.

I SDN Prim ary Rate provides 30 x 64K PCM speech channels over an E1 circuit and one signaling channel.Signaling Conform s to the ETSI Q.931 standard with Cyclic Redundancy error Checking (CRC) .

The following supplem entary services are supported:

• Calling Line I dent ificat ion Presentat ion (CLI P) provides the telephone num ber of the incom ing call to theI P Office.

• Calling Line I dent ificat ion Rest r ict ion (CLI R) prevents the telephone num ber of the I P Office beingpresented on an outbound call.

• Connected Line I dent ificat ion Rest r ict ion (COLR) I nhibits the COLP service.

• Direct Dialing I n (DDI ) where the exchange provides the last x digits of the dialed num ber on anincom ing call. This allows I P Office to route the call to different users or services.

• Sub-addressing Allows the t ransm ission/ recept ion of up to 20 digits, addit ional to any DDI / DI D or CLI Pinform at ion, for call rout ing and ident ificat ion purposes.

I SDN Basic Rate ( ETSI CTR3 )

Provided by the I P400 Quad BRI and I P500 BRI cards.

I SDN Basic rate provides 2 x 64K PCM speech channels and one signaling channel using Q.931 signaling andCRC error checking. Both point to point and point to m ult ipoint operat ion is supported. Mult ipoint lines allowm ult iple devices to share the sam e line; however point - to-point is the preferred m ode.

Basic rate supports all the services that are supported on the pr im ary rate version with the addit ion of

• Mult iple Subscriber Num ber. This service is usually m utually exclusive with the DDI / DI D service andprovides up to 10 num bers for rout ing purposes, very sim ilar to DDI / DI D.



Addit ional I SDN features

The following I SDN features are supported by I P Office 4.0 and later on both PRI and BRI t runks. Note thatavailabilit y of these features is dependent on availabilit y and support from the I SDN service provider, for whichthere m ay be charges.

• Malicious Call I dent ificat ion – MCI D

(24xx, 46xx, 54xx, 56xx, 9500, 9600, T3, T3 I P, DECT telephones)Short codes and but ton program m ing features are available so that users can t r igger this act ivity at theI SDN exchange when required. This feature is NOT available on standard I SDN DSS1 telephones.

• Advice of Charge – AOC

(T3 digital and I P 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 I SDNcalls other than QSI G. The call cost is displayable on T3 telephones for call account ing purposes. The I POffice allows configurat ion of call cost currency and a call cost m ark-up for each user.

• Call Com plet ion to Busy Subscriber – CCBS

(2400, 4600, 5400, 5600, T3, T3 I P, 9500, 9600, DECT telephones; Phone Manager)CCBS can be used where provided by the I SDN service provider. I t allows a callback to be set on externalI SDN calls that return busy. I t can also be used by incom ing I SDN calls to a busy user. This feature isNOT available on standard I SDN DSS1 telephones.

• Part ia l Rerout ing – PR

(2400, 4600, 5400, 5600, T3, T3 I P, 9500, 9600, DECT telephones; Phone Manager)When forwarding a call on an I SDN channel to an external num ber using another I SDN channel, part ialrerout ing inform s the I SDN exchange to perform the forward, thus freeing the channels to the I P Office. This feature is NOT available on standard I SDN DSS1 telephones and it is NOT supported on QSI G.

• Explicit Call Transfer – ECT

(The norm al usage of this feature is by a third party applicat ion)ECT is supported on the S0 interface. A Call to an S0 Endpoint can be t ransferred to any other devicesuch as an analog, digital or I P endpoint or to any t runk. The norm al usage of this feature is by a thirdparty applicat ion connected via one or m ore S0 interfaces to I P Office. One exam ple is the VoiceDirector,an autom at ic call assistant .



North Am erican T1

Provided by the I P400 PRI T1 and I P500 Universal PRI cards.

T1 Prim ary Rate provides up to 24 64K channels over a 1.54M circuit . Each channel of the T1 t runk can beindependent ly configured (channelized) to support the following signaling em ulat ions with handshake types ofim m ediate, delay or wink.

• Loop-Start

• Ground-Start

• E&M Tie Line

• E&M DI D

• E&M Switched 56K

• DI D - Channels configured for DI D/ DDI support incom ing calls only. The carr ier or Cent ral Office willprovide the last x digits that were dialed to be used for call rout ing.

• Wink-Start

I P Office T1 t runks support both DNI S and ANI services, where available from the cent ral office.

• Dialed Num ber I dent ificat ion St r ing (DNI S) Provides a st r ing of digits to the I P Office depending on thenum ber dialed by the incom ing caller. This st r ing can then be used to route callers to individualextensions, groups or services.

• Autom at ic Num ber I dent ificat ion (ANI ) Provides I P Office with a num ber ident ifying who the caller is. Thism ay then be used for rout ing or com puter telephony applicat ions.

T1 t runk cards incorporate an integral CSU/ DSU, elim inat ing the need for an external unit . The CSU funct ionallows the t runk to be put in loop-back m ode for test ing purposes. This can be set m anually, using the m onitorapplicat ion, or autom at ically from a Cent ral Office sending a Line Loop Back (LLB) pat tern. The DSU funct ionallows the T1 t runk to be shared between data and voice services.

North Am erican Prim ary Rate I nterface

Provided by the I P400 PRI T1 and I P500 Universal PRI cards.

I P Office supports Prim ary Rate I SDN t runks on 5ESS or DMS100 cent ral office switches provided by AT&T,Sprint , WorldCom and other Local Telcos. Channels can be pre-configured for the supported services ornegot iated on a call-by-call basis.

Special Services can be configured to route calls to local operators or pre-subscribed carr iers for both nat ionaland internat ional calls (SSS) . Alternate carr iers can also be selected through the configurat ion of I P OfficesTransit Network Select ion (TNS) tables.

I P Office also supports the Calling Nam e and Num ber service over Prim ary Rate Trunks (NI 2) .



Analog Trunks

• Loop Start

Loop start t runks are available on the I P Office Analog Trunk cards installed within the I P Office cont rolunit , or on the Analog Trunk 16-port expansion m odules (ATM16) . The first two t runks on the ATM16 areautom at ically switched to power fail sockets in the event of power being interrupted. They conform to theTI A/ EI A-646-B standard. The loop start t runks also support incom ing caller line ident ificat ion ( I CLI D)conform ing to GR-188-CORE and GR-31-CORE standards. I P Office can use this inform at ion to route callsor provide it to com puter applicat ions to display addit ional inform at ion about the caller.

• Ground Start

Ground Start t runks are only available on the ATM16, configured through I P Office Manager. The first twot runks on the m odule are autom at ically switched to power fail socket in the event of power beinginterrupted. They conform to ANSI T1.401 and TI A/ EI A-646-B standards. Not available in all terr itor ies.



E1R2 Channel Associated Signaling

Provided by the I P400 PRI E1R2 and I P500 Universal PRI cards.

The I P400 PRI E1R2 cards are available in two versions support ing either RJ45 or coax network connect ions.Each card provides channels that can be configured for MFC, Pulse or DTMF dialing dependent on therequirem ents of the network.

Session I nitiation Protocol (SI P)

I P Office supports SI P t runking. SI P t runks allow I P Office users to take advantage of new telephony servicesbeing offered by ‘I nternet Telephony Service Providers ( I TSPs) ’. I n m any cases, these telephony services canoffer substant ial savings in com parison to t radit ional exchange lines. The I P Office solut ion allows all users,regardless of their phone type, to m ake and receive SI P calls. SI P t runks are handled like any other line on I POffice, affording all the call rout ing and toll cont rol needed to m anage inbound and outbound calls.

SI P t runks on I P Office require the provisioning of voice com pression channels through the installat ion of VCMm odules within the cont rol unit . RTP Relay is also supported to allow the I P st ream through SI P after call setup. A license for the m axim um required num ber of sim ultaneous SI P calls is also needed. Up to 128 sim ultaneouscalls are supported.

I P Office also supports the T38 protocol which allows Fax over I P.

There are several possible network topologies for SI P t runk system s, as shown in the following diagram s.

Opt ion 1 : Service provider with a Session Border Cont roller (SBC) , which solves NAT t raversal issues – this isthe m ost reliable and preferred m ethod.



Opt ion 2 : Direct connect ion from the I P Office’s second Ethernet port to the internet via a DMZ (dem ilitar izedzone) port on the router. To m ake this configurat ion secure, the I P Office firewall is set to drop all packetsexcept SI P.

Opt ion 3 : Connect ion to the I TSP over NAT using 3rd party STUN (Sim ple Traversal of UDP through NAT)servers in the network to discover the NAT m echanism being used.



Opt ion 4 : Connect ion to the I TSP through a router equipped with an Applicat ion Level Gateway (ALG) whicht ransparent ly resolves all NAT issues.

For details on SI P I TSPs which have been tested by Avaya, please see the Technical Bullet in for the I P Office4.0 release and/ or I P Office Knowledge Base at ht tp: / / www.avaya.com / ipoffice/ knowledgebase.

Reference I TSPs supported in I PO Office Releases 5.0 and higher at ht tps: / / devconnect .avaya.com /



Packet Based Voice Networking

This sect ion describes the opt ions available for businesses that are able to ut ilize data networks to support voicesolut ions such as Voice over I P (VoI P) . I P Office offers networked voice and data com m unicat ions, providing:

• Built - in I P router

• One link for voice and data networking

• Com m on access to the I nternet ; share files and send e-m ails to other sites

• Support for RI P-2 protocol for dynam ic data rout ing; I PSec VPN, firewall and NAT (Network AddressTranslat ion) and for security; Cent ralized m anagem ent and proact ive fault m anagem ent via SNMP.

I P Packet based voice networking between I P Office sites can be achieved through:

• VoI P across the cam pus LAN

• or VoI P across the public network.

VoI P netw orking across I P netw ork or W AN

VoI P across the LAN

I n a factory or cam pus environm ent , voice calls can sent over 10/ 100 Mbps LAN connect ions on system sequipped with opt ional Voice Com pression Modules (VCM). I n order to avoid bandwidth content ion issues, VoI Pacross the LAN will require som e form of bandwidth m anagem ent through Diffserve.

VoI P netw orking across the LAN

VoI P across the Public Netw ork

I P Office is capable of realizing the benefits of Q.931 and H.450 supplem entary service support across a publicconnect ion where an appropriate QoS connect ion can be established.



Supplementary Services within I P Networks

Supplem entary services within an I P environm ent are provided via Q.931 and H.323. I P Office provides thesam e r ich services as enjoyed within a t radit ional network environm ent . Our standards based approach allowsinteroperabilit y within m ixed vendor networks.

The basic supplem entary service features supported by H.323 on I P Office to I P Office I P t runk links are listedbelow.

• Basic call set up ( voice) .

• Call Hold ( local) .

• Call Transfer ( local) .

• Called/ Calling Nam e.

• Called/ Calling Num ber.

Addit ional features can be added through the use of I P Office Sm all Com m unity Networking (see the followingsect ion) .

On I P t runks to non- I P Office system s the Supplem entary Service will depend on those also supported by thenon- I P Office system .

Multi-Site Networking (Small Community Networking)

When connect ing I P Offices together over I P or Packet based networks, Sm all Com m unity Networking enhancesfeature t ransparency. These networks can support up to a m axim um of 1000 users across 32 sites. Thefollowing addit ional features are available.

• Busy Lam p Field

• Cam p- on

• Call Back W hen Free

• Paging

• Call Pick- up

• Centralized Personal Directory for 1 4 0 0 , 1 6 0 0 , 9 6 0 0 and T3 Telephones as w ell as Avaya

one- X™ Portal for I P Office

• Centralized System Directory for 1 4 0 0 , 1 6 0 0 , 9 6 0 0 and T3 Telephones as w ell as Avaya

one- X™ Portal for I P Office

• Centralized Call Log for 1 4 0 0 , 1 6 0 0 , 9 6 0 0 and T3 Telephones as w ell as Avaya one- X™

Portal for I P Office

• Centralized Voice Mail ( Preferred Edit ion) Support for m ailboxes, call recording, dial by nam e and auto at tendants. Rem ote queuing on rem otesystem s is also supported.

• Dist r ibuted/ Backup Voice Messaging

• I nternal Directory

• Absence Text Message

• Ant i- Trom boning.

• Dist r ibuted Hunt Groups Hunt groups can include users located on other I P Office system s within the network. Note thatDist r ibuted Hunt Groups are not supported for use with Custom er Call Reporter.

• Rem ote Hot Desking Users can hot desk between I P Office system s within the network. The system on which the userconfigured is term ed their 'hom e' I P Office; all other system s are 'rem ote' I P Offices. Note thatRem ote Hot Desking is not supported for use with CCC and CCR

• Breakout Dialing This feature allows the user to select an I P Office system in the network from a displayed list andthen dial a subsequent num ber as if dialing locally on the chosen system . This feature is t r iggeredeither by a program m able but ton or short code.



• Resilient Mult i- Site Netw orking( SCN ) (see the diagram below) I n an SCN configurat ion of System "A" and System "B" where the cent ralized voicem ail is connectedto System B, and a num ber of I P telephones are connected to either System A or System B. I fSystem "B" fails then:

• System A will autom at ically take over from System B and support Avaya I P telephones, huntgroups, and DHCP if required.

• VoiceMail Pro will reregister to System A.

• For users in an Sm all Com m unity Network (SCN) , when they hot desk to another I P Officesystem , they retain their licensed profile set t ing as configured on their hom e system .

• All System B users’ Personal contacts/ Call Logs will cont inue to be available (1600 Telephones) .

For Mult i-Site Networks (SCN) , VCM m odules are required in all system s being connected. The I P lines m ay beconfigured in a start or a m eshed configurat ion. One of the advantages of a m eshed configurat ion is that itrem oves the r isk of a single point of failure within the network. Also the nam es and num bers (groups, line,services, etc) on the separate I P Office system s should be unique to reduce potent ial m aintenance confusion.

Each I P Office system broadcasts UDP m essages on Port 50795. These broadcasts typically recur every 30seconds but BLF updates are potent ially m ore frequent . There are no updates if there is no act ivity and theoverall level of t raffic is very low – typically less than 1 kbps per system .



From I P Office Release 2.1(35) and higher, Mult i-Site Networking is supported between I P Office system s withdiffer ing software levels but network features will be based on the lowest level of software within the network.This opt ion is intended to allow the phased upgrading of sites within a Mult i-Site network and it is st illrecom m ended that all system s within a network are upgraded to the sam e level where possible.

I f larger networks are required QSI G can be used to link m ult iple Sm all Com m unity Networks together.Funct ionality between the com m unit ies is governed by the QSI G feature set .

I P5 0 0 Voice Netw orking License On I P500 and I P500 V2 system s, Mult i-Site Networking (SCN) requires one or m ore addit ional licenses.

QSI G, H.323 and Mult i-Site (SCN) capabilit ies are not enabled by default in the I P500 and I P500 V2. Anaddit ional license is required to enable this funct ionality with 4 sim ultaneous networking channels (no channellim it for QSI G) . Addit ional channels can then be licensed in increm ents of 4. A Voice Networking license is st illrequired to enable TDM QSI G, even though there is no lim it to the num ber of TDM QSI G calls that can be m adeor received once licensed.

I nternetworking with Other Avaya Products

I P Office will support the m ost appropriate way for com m unicat ion with any other exist ing PBX's in a custom ernetwork, whether TDM or I P-based. With Avaya DEFI NI TY, Mult iVantage, Avaya I ntegral Enterprise or Avaya AURA® Com m unicat ion Manager (ACM) , the protocols used will be QSI G or H.323 over T1, E1 or I P links

VoI P netw orking using H.3 2 3

I P Office (since release 1.1 in US and release 1.2 in EMEA) has been successfully tested to be interoperableover I P t runks with Avaya Com m unicat ion Manager (ACM) . The protocol supported is H.323 usingindust ry-standard com pression codecs ( types G.711A, G.711MU, G.729A and G.723.1-6K3) . The featurescurrent ly supported are:

• Desk to desk dialing (basic voice call)

• Calling/ Connected Party I D num ber

• Calling/ Connected Nam e Presentat ion

• Call Hold

• Call Transfer

These features allow for sim ple networking needs between I P Office rem ote branches to a DEFI NI TY/ ACM at them ain site.

QSI G netw orking using T1 / E1 links ( TDM)

Alternat ively QSI G m ay be favored as the chosen signaling standard within m ult iple vendor environm ents andprovides the following supplem entary services which are also available between I P Office and DEFI NI TY /Mult iVantage/ I 55 / ACM (equipped with the relevant RFA licenses) :



• Sim ple Telephony Call/ Basic call (ETS 300 171/ 172)

• Circuit Switched Data Call/ Basic call (ETS 300 171/ 172)

• Calling/ Connected Line I dent ity Presentat ion (ETS 300 173)

• Calling/ Connected Nam e Presentat ion (ETS 300 237/ 238)

• Message Wait ing I ndicat ion (ETS 301 260/ 255)



Messaging Netw orking

There are 2 opt ions available today to provide m essaging interoperabilit y between I P Office and Definity /Mult iVantage / ACM. The first opt ion provides Cent ralized Voicem ail while the second allows Avaya voicem ailsystem s to be networked. The requirem ents, funct ionality and rest r ict ions are sum m arized below:

• I P Office to DEFI NI TY / Mult iVantage / ACM connected to I ntuity AUDI X™ over a QSI G link (E1/ T1 or I P)

• No local Voicem ail required on rem ote branch I P Office but AUDI X license required on every I P Office

• Requires I ntuity Audix 4.4+ connected via C-LAN to DEFI NI TY 9.5+ (see I P Office Offer Announcem entdated August 2003 for m ore inform at ion on com pat ibilit y)

• Maxim um of 19 I P Offices can be supported on 1 I NTUI TY AUDI X™ server (20 total with DEFI NI TY/ ACMoccupying one slot )

• Requires QSI G and Private Networking licenses on DEFI NI TY / Mult iVantage / ACM

• User m ailbox with Message Wait ing Light support

• Forward voicem ails between users

• No auto at tendant (enhancem ent current ly being invest igated)

• No call recording

• No queuing at rem ote sites

• No Fax over I P to AUDI X™

• No Mult i-Site Networking (SCN) support when AUDI X™ is configured on I P Office.

• Avaya I P Office VoiceMail Pro networked to Avaya Modular Messaging / Octel / I ntuity AUDI X™ viaI nterchange / S3210

• Requires local VoiceMail Pro on every branch I P Office licensed with VoiceMail Pro NetworkedMessaging RFA

• Requires Avaya I nterchange/ S3210 on Modular Messaging, Octel or I ntuity Audix

• Provides 2,000 rem ote m ailboxes per VoiceMail Pro server i.e. per branch office ( to be extended to10,000 rem ote m ailboxes by next VoiceMail Pro m aintenance release)



• User m ailbox with Message Wait ing Light support

• Forward voicem ails between known rem ote users

• Fully- featured VoiceMail Pro at every branch office

• VoiceMail Pro Networked Messaging will only accept an incom ing voicem ail m essage for a localm ailbox. I t will NOT forward it to a rem ote Voicem ail server. I f required, this facilit y is availablethrough Avaya I nterchange.

• VoiceMail Pro Networked Messaging is lim ited to Avaya Messaging Servers (not third-partym essaging plat form s) .

Common Networking Features

Alternate Route Selection

Alternate Route Select ion (ARS) allows calls to be routed via the opt im um carr ier. Tim e profiles can also beused to allow custom ers to take advantage of cheaper rates or bet ter quality at specific t im es of day.

I f a pr im ary t runk is unavailable or congested, then ARS provides autom at ic fallback to an available t runk (e.g.,analog t runk fallback if a T1 or SI P t runk fails, or use PSTN for SCN fallback) .

Mult iple carr iers are supported. For exam ple, local calls are to go through one carr ier between specific hoursand internat ional calls through an alternat ive carr ier. Carr ier select ion using 2-stage call set up via in-bandDTMF is possible. I t is possible to assign specific routes on a per user basis, e.g. only allow expensive routes tobe used by cr it ical staff.

Note: Exist ing Least Cost Rout ing (LCR) configurat ions are autom at ically converted to ARS when upgrading to4.1 or higher.

Network Numbering Schemes

I P Office uses fully flexible network num bering opt ions. Dialed digits can be m anipulated to add or rem ovedigits, access codes etc. in order to fit into any num bering schem e. Two types of num bering schem es arecom m only deployed - 'Linked Num bering' and 'Node Num bering' schem es. I n linked num bering schem es eachsite within the network has a unique range of extension num bers and users sim ply dial the extension num ber ofthe called party. Often, linked num bering schem es are used in very sm all networks (< 5 sites) with less than500 extensions. With node num bering schem es each site is given a node I D and this is prefixed by the userwhen dialing extensions at other sites. I n this way extension num bers can be replicated across sites while st illappearing unique across the network. Node num bering schem es are com m on in larger networks. Linkednum bering schem es and node num bering schem es are som et im es both used within the sam e network withnode num bering used at the large offices and linked num bering em ployed at clusters of satellite offices.

The following figures depict these two types of num bering schem es.



Linked Num bering Schem e

Node Numbering Scheme



Chapter 9. Data Networking Services



9. Data Networking ServicesLAN/ WAN Services

The I P500 V2 supports a firewalled 2 port Layer 3 Ethernet Switch.

When com puters on the LAN com m unicate they do not care where the dest inat ion is, they just send m essageswith the address of the dest inat ion. These m essages are likely to be received at all other com puters on thesam e network but only one – the target dest inat ion – will act on the m essage. Where the dest inat ion is onanother network, the router is needed to be the "gateway" to the rest of the world and find the opt im um routeto send the m essage on to the dest inat ion. The router alleviates the need to establish and hold a call for thedurat ion of a com m unicat ion session (when m essages or I P packets are being sent between source anddest inat ion) by autom at ically establishing a connect ion only when data is to be passed. Routers m ay beconnected together using WAN (Wide Area Network) links that could be point - to-point leased lines, m anaged I Pnetworks, Fram e Relay networks or exchange lines (Cent ral Office) . The I P Office system supports all of thesetypes of network connect ions.

I P Office has an integral router with support for bandwidth on dem and that allows the negot iat ion of ext rabandwidth dynam ically over t im e. Where connect ion is over I SDN, I P Office init iates ext ra data connect ionsbetween sites only when there is data to be sent or sufficient data to warrant addit ional channels. I t then dropsthe ext ra channels when they are no longer needed. The calls are m ade autom at ically, without the users beingaware of when calls begin or end. The rules for m aking calls, how long to keep calls up etc, are configurablewithin I P Office.

I t is possible to have several different rout ing dest inat ions or paths act ive at any t im e linking the office to otheroffices and the I nternet sim ultaneously.

I nternet Access

While the telephone is st ill the num ber one business com m unicat ion tool, I nternet access is becom ingincreasingly im portant for business- to-business com m unicat ions. The abilit y to send and receive em ail, is nowconsidered m andatory when dealing with m any suppliers and custom ers, while access to the I nternet for e-com m erce applicat ions and inform at ion has becom e vital.

I P Office system s provide shared, secure, high-speed access to the I nternet via exchange lines (Cent ral Office) ,digital leased line or I P VPN services.

I nternet security concerns are addressed through the provision of an integrated firewall so rem oving the needfor a standalone firewall. The firewall can be configured to cater for a variety of situat ions and will allowcustom ers to cont rol who can access external resources and when. The firewall isolates your pr ivate networksfrom the I nternet , thereby ensuring that your network rem ains beyond the reach of hackers, while configurableservice quotas can be set against a rem ote access service to ensure authorized users can gain access. ServiceQuotas place a t im e lim it on outgoing calls to a part icular I P Service so lim it ing costs. Each service can beconfigured with an alternat ive fall back, for exam ple, you m ay wish to connect to your I SP during working hoursand at other t im es take advantage of varying call charges from an alternat ive I SP. You could, therefore, set upone service to connect during peak t im es and another to act as fallback during the cheaper period.

I nternet Access

Remote Access Features

I P Office's integral firewall, service quotas and t im ebands all apply to rem ote access calls. Rem ote accesssecurity can be supplem ented by CHAP (encrypted passwords) to verify the end users, or PAP which does notsupport encrypt ion. Tim ebands can cont rol the hours within which the rem ote access service is available.

A " t rusted locat ion" can be set for dial in. These are locat ions that the System will allow either data access, e.g.a user dialing in from hom e, or access to voicem ail without a voicem ail code for a user collect ing their voicem ailm essages from a m obile. The t rusted locat ion is also the locat ion the Voicem ail Server will call to inform theuser of a new m essage.



Conversely a "specified locat ion" can be set which rest r icts rem ote access from only that locat ion, this specifiedlocat ion can also be a designated dial back num ber thereby m inim izing the threat of unauthorized rem oteaccess.

I P Office system s can also incorporate rem ote access dial back services so that if a user always rem otelyaccesses the office from a single locat ion e.g. their hom e, then after login verificat ion the system will disconnecttheir call and dial them back. I n addit ion to the added level of security dial back provides it can also be anexcellent m ethod of consolidat ing rem ote access charges onto the cent ral office telephone bill.

I n addit ion to rem ote access from Telephone Adaptors, all ATM4 t runk cards ( including the I P500 V2Com binat ion Card ATM) support switching of the first analog t runk to an integral V.32 m odem for rem oteaccess.

LAN to LAN Routing

All businesses now have a need for data rout ing whether it 's a requirem ent to share resources such as em ailservers, file servers and internet gateways, or seam lessly t ransport data between sites or network to and fromtheir custom ers and suppliers. This is why each I P Office plat form offers I P rout ing as standard.

Em bedding a router within I P Office rem oves the costs, com plexity and addit ional points of failure of externalWAN m ult iplexers by allowing data and voice t raffic to converge and share the network resources of I P Office.These network resources can range from dial up I SDN connect ions, point - to-point leased circuits, m anaged I Pnetworks or Fram e Relay as I P Office supports all these types of network connect ions.

Data Networking Features

I ntegral 10/ 100 Mbit Layer 3 Ethernet Switch

Layer 3 switching is part icular ly useful in situat ions where it is desirable to have a ‘t rusted’ and ‘unsecured’network, where the ‘unsecured’ network is uncont rolled and carr ies public t raffic on it .

I t is possible to set up a firewall between two LAN segm ents using the I P Office layer 3 switch. I P500 V2supports a two-port Layer 3 Ethernet switch with the firewall between them . Both of these switched ports havetheir own I P addresses (LAN1 and LAN2) and in order for t raffic to pass from one port to the other, a route isconfigured in the system ’s rout ing tables.

DHCP Server

I P Office can m anage your I P Network for you through its integral DHCP Server. I P Office can be configured tohold a pool of I P addresses for users on the Local Area Network. When a user powers up their PC, the systemwill allocate them an I P address for the durat ion of their session. The DHCP server also provides the user 's PCwith the address of the Dom ain Nam e Service (DNS) server and the Windows Nam e Service (WI NS) server.Alternat ively, for custom ers who have a separate DHCP Server, I P Office can be configured to obtain its addressfrom that DHCP server or be set with its own stat ic I P address. Both I P500 and I P500 V2 have two independentDHCP servers, one dedicated to each of the Layer 3 switched LANs.

Leased Line Support

I P Office is capable of connect ing to leased line services.

I P Office WAN services are supported over E1/ T1 PRI t runks and BRI t runks. E1/ T1 t runks can be configured tooperate in a fract ional m ode for 'point to m ult i-point ' applicat ions i.e. a single 2M interface could be t reated as 3x 512K and 8 x 64K going to 11 different locat ions. When using T1 as a Leased Line it is possible to use thesam e circuit for switched circuit services. Not all types of leased line are available in all terr itor ies, check foravailability.

Dial-Up Circuit Support

Where the am ount of t raffic does not just ify the cost of a dedicated leased line, the system can provide dataconnect ivity via I SDN dial-up circuits using its E1/ T1 or Basic Rate t runks. Where data speeds greater than asingle channel are required (64K/ 56K) , addit ional channels can be added to the call as and when they areneeded.

Point-to-Point Protocol (PPP)

PPP is an indust ry standard Wide Area Networking Protocol, that allows inter-working with a wide range of 3rdparty routers. PPP is used over leased line circuits where a single channel is used to connect the two locat ionstogether. e.g. A single channel m aybe a 64K channel on a dial-up circuit or a 256K leased line etc.



Multi-Link Point-to-Point Protocol (ML-PPP)

I P Office supports Mult i-Link PPP allowing addit ional calls to be m ade where bandwidth greater than a singlechannel is required. The m axim um num ber of channels available to data can be set on a service-by-servicebasis. When the available bandwidth reaches a user defined lim it addit ional channels can be autom at icallyadded. Sim ilar ly, when t raffic falls then the num ber of channels in use can be autom at ically reduced. I f there isno data t raffic on any of the channels in use then all lines can be cleared. Since m ost carr iers have a m inim umcharge for calls, the period that a channel has to be idle before clearing is configurable. Through thesem echanism s call costs can be effect ively cont rolled while ensuring that bandwidth is available as and when it isneeded.

Frame Relay

Fram e relay is a wide area networking protocol based on the X.25 protocol. I ndividual network connect ions arem ult iplexed over a com m on m edium by the use of Perm anent Virtual Circuits (PVC) . This allows a single LeasedLine to provide connect ivity to a num ber of different locat ions. Fram e relay is current ly im plem ented in I P Officeas a CPE or 'router end' protocol over WAN connect ions. I P Office supports both PPP and RFC1490encapsulat ion with fragm entat ion of large data packets to provide voice quality of service.

Service Quotas

I P Office can be configured to lim it the m axim um num ber of m inutes that a service, such as I nternet Access, isavailable for each user. This is the sum total of calls m ade and does not include periods of inact ivity. Once thequota has been used the service is no longer available. The quota can be either autom at ically refreshed daily,weekly or m onthly or m anually refreshed by dialing a secure feature code on a handset .

Time Profiles

Tim e profiles set the operat ional t im es for service. For exam ple, a t im e profile could be set up to m ake I nternetAccess available to staff only during lunch t im es. Using t im e profiles it is also possible to define an alternat iveservice to operate outside the operat ional hours of the m ain service. This m ay be used to take advantage ofalternat ive tar iffs at off peak periods. Switching to this fallback service can also be cont rolled m anually bydialing a secure short code from a handset . This can be part icular ly useful in allowing quick restorat ion ofservice in the event of an I SP failure. This feature also applies to days of the week or specific calendar dates.

Password Authentication Protocol (PAP)

PAP is a m ethod of authent icat ing the rem ote end of a connect ion using unencrypted passwords.

Challenge Handshake Authentication Protocol (CHAP)

Challenge Handshake Authent icat ion Protocol allows an incom ing data call to be authent icated using encryptedpasswords. The system also provides the opt ion to periodically reaffirm the authent icity of the caller during thedata call.

Data Header Compression

I P Header Com pression ( I PHC) reduces the header size of the data packet to gain bandwidth efficiency overWide Area Networks, but adds to t ransm ission latency.

Data Compression

I P Office supports both Microsoft Point to Point Com pression and Stac Lem ple Ziv to provide greater throughputon slow speed wide area network links.

Bandwidth Allocation Control Protocol (BACP)

Bandwidth Allocat ion Cont rol Protocol allows the negot iat ion with the rem ote end of the data call to requestaddit ional calls to be m ade to im prove aggregate data throughput .



Callback

Three types of call back are supported

• LCP ( Link Control Protocol)

After authent icat ion the incom ing call is dropped and an outgoing call is m ade to a predefined num ber tore-establish the link.

• Callback CP ( Microsoft 's Callback Control Protocol)

After authent icat ion from both ends, the incom ing call is dropped and an outgoing call to a predefinednum ber m ade to re-establish the link.

• Extended CBCP ( Extended Callback Control Protocol)

Sim ilar to Callback CP however, the Microsoft applicat ion at the rem ote end will prom pt for a telephonenum ber. An outgoing call will then be m ade to that num ber to re-establish the link.

Domain Name Service (DNS) Proxy

Dom ain Nam e Service servers provide the t ranslat ion of nam es such as www.avaya.com to the dom ain’s I Paddress required to establish a connect ion. I P Office provides this service to PCs on the network by proxy.

Network Address Translation (NAT)

Network Address Translat ion is a m echanism that allows you to use different I P address on your pr ivatenetwork behind a router with a public I P Address. When connect ing to the I nternet , I SPs typically want acustom er to use an I P address they have allocated. Using NAT this is easily accom m odated, eradicat ing theneed for the custom er to change their network num bering schem e and providing addit ional security to theinternal users as their address in hidden to the public.

Typically, a com pany m aps its internal network addresses to a global external I P address and unm aps theglobal I P address on incom ing packets back into internal I P addresses. This helps ensure security since eachoutgoing or incom ing request m ust go through a t ranslat ion process. This also offers the opportunity to qualifyor authent icate the request or m atch it to a previous request . NAT also conserves the num ber of global I Paddresses that a com pany needs.

Proxy Address Resolution Protocol (ARP)

Support for Proxy Address Resolut ion Protocol allows I P Office to respond on behalf of the I P address of adevice connected to it when receiving an ARP request .

Auto Connect

I f a service is idle, that is no one is using the I nternet , Auto Connect allows the I P Office to periodically connectto a service. This is ideal for m ail polling to ret r ieve em ail from an I nternet Service Provider. An 'Auto ConnectTim e Profile' cont rols the t im e period during which autom at ic calls are m ade, for exam ple not at weekends orduring the m iddle of the night .

Firewall

I P Office integrated firewall provides packet filter ing of the m ost com m on I P protocols including File TransferProtocol (FTP) and I nternet browsing (HTTP) . Each protocol passing through the firewall can be rest r icted/allowed access in four different ways:

• Drop

No sessions via this protocol will be allowed through the wall

• I n

An incom ing session can "punch a hole" in the wall to allow t raffic in both direct ions

• Out

An outgoing session can "punch a hole" in the wall to allow t raffic in both direct ions

• Bothw ay

An incom ing or outgoing sessions can "punch a hole" in the wall to allow t raffic in both direct ions.

I n cases where a protocol is not supported by default , the firewall can be custom ized to cont rol packets basedon their content .

I P Office allows the configurat ion of as m any firewalls as needed through I P Office Manager. This perm itsdifferent security regulat ions to be applied to individual dial- in users and data services.



Light-Weight Directory Access Protocol (LDAP)

I P Office supports LDAP directory synchronizat ion. This allows the telephone num ber Directory (nam es andtelephone num bers) held in I P Office to be synchronized with the inform at ion on an LDAP server ( lim ited to5000 ent r ies) . Although targeted for interoperat ion with 'Windows 2000 Server Act ive Directory', the feature issufficient ly configurable to interoperate with any server that supports LDAP version 2 or higher.

Remote Access Server (RAS)

I P Office provides RAS funct ionality allowing external users to dial in to the local area network from m odem s,telephone adaptors and routers. Several of the previously described features and services can be applied to thedial- in users to create a powerful Rem ote Access Server. Dial- in users can be authent icated using either PAP orCHAP. Once authent icated the DHCP server can autom at ically assign the user an I P address to use whileconnected to the LAN. I ndividual t im e profiles and firewalls can be applied to the user rest r ict ing what theyhave access to and when they have access. For further security and account ing ease, I P Office canautom at ically call a user back. This keeps the cost of the telephone call on the com pany telephone bill rem ovingthe need to process individual expense claim s.

Routing I nformation Protocol (RI P)

RI P is a distance vector protocol that allows routers to determ ine the shortest route to a dest inat ion network. I tdoes this by m easuring the num ber of interm ediary routers that need to be t raversed to reach the dest inat ionnetwork. I f m ore that one route exists to the sam e dest inat ion the shortest route is used. I f a fault occurs onthe shortest route it will be rem arked as being infinite and any alternat ive route will becom e the new shortestroute. This behavior can be used to add resilience into a data network. Where a custom er has an exist ing datanetwork com prising of third party routers, I P Office added to the network can provide back up using its rout ingand dial-up capabilit y. RI P enabled routers share their knowledge of the network with each other by advert isingand listening to rout ing table changes. I P Office Supports both the RI P I and RI P I I standards.

VPN: I PSec Tunneling

I PSec tunnels allow a com pany to pass data between locat ions over unsecured I P networks such as the publicinternet . The com pany data is secured using 3DES encrypt ion m aking it unintelligible to other part ies that m ightbe 'eaves dropping' on the t raffic. Tunneling can be applied to link offices together or provide workers access tothe office over the internet . All I P Office system s support up to a total of 256K worth of encrypted t raffic tom ult iple locat ions. I nit ially, inter-working is supported only between I P Offices that are connected either direct lyon a WAN port or via the LAN using a 3rd Party router. I PSec is opt ional and enabled on I P Office through aLicense Key.

Note: Check with Avaya for supported scenarios and 3rd party devices.

VPN: Layer 2 Tunneling Protocol



PPP authent icat ion using PAP or CHAP takes place between direct ly connected routers only. When using a publicI P Network to connect sites this authent icat ion takes place between the custom ers router and the serviceprovide router that it is connected to. I n som e circum stances it is desirable to authent icate between thecustom er owned routers, jum ping over all the interm ediary routers of the service provide network. Layer 2Tunneling Protocol allow this to happen by facilitat ing a two stage authent icat ion, first ly with the serviceprovider router then the custom er router on the rem ote network.



Chapter 10. User Call ControlApplications



10. User Call Control ApplicationsAvaya provides the following call cont rol applicat ion with I P Office Release 6.1:

• Avaya one- X™ Portal for I P Office

Avaya one-X™ Portal for I P Office is a server based applicat ions that the user accesses with their webbrowser. I t can only be purchased as part of the I P Office Office Worker, Power User and Teleworkeruser licenses.

one-X Portal for I P Office

The Avaya one-X™ Portal for I P Office is an applicat ion that provides users cont rol of their telephone from anetworked PC.

Avaya one-X™ Portal for I P Office can be used with any I P Office extension; analog, digital or any I Ptelephones, wired or wireless, and is available as part of the I P Office Office Worker, Power User or Teleworkeruser licenses only.

Avaya one-X™ Portal for I P Office is a server based applicat ion that the user accesses via web browser.

Via separate gadgets, Avaya one-X™ Portal for I P Office provides easy access to telephony features, callinform at ion, call and conference cont rol, instant m essaging, directory and VoiceMail Pro m ailbox.

Calls Gadget

Caller I D/ Nam e Presentat ionCaller I D is presented as standard (where provided) allowing users to see who's calling before answering. Thecaller 's phone num ber and nam e ( if known to I P Office) are clearly shown in the call status area.

The sam e inform at ion is also displayed should a second incom ing call be presented, allowing users to easilyswitch between calls.

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Desktop PC Telephony ControlsAvaya one-X™ Portal for I P Office has telephony but tons in the call gadget that act ivate standard telephonefunct ions such as Answer, Drop, Hold, Ret r ieve, Record, Consult and Transfer so that users don’t need torem em ber I P Office specific feature codes. These funct ions are context sensit ive and appear depending on thestatus of the call. Keyboard shortcuts are available for Answer, Hold, Drop and Call funct ions and can beconfigured by the user.

Act ive calls can be easily parked by clicking on a park slot whilst displaying the act ive call. Four Call Parkslots/ zones, which can be shared between users and operators, or within a departm ent on the sam e I P Officesystem , further add to the ease with which the ent ire call handling process is st ream lined with Avaya one-X™Portal for I P Office. Such parked calls can be ret r ieved either through Avaya one-X™ Portal for I P Office, PhoneManager, SoftConsole or a desktop phone. The call park slot nam es can be configured by the user.

Conferencing Controlsone-X Portal for I P Office allows the set t ing up of an ad-hoc conference call from calls on hold and/ or thedirectory, or a m eet -m e conference. I t is possible to configure the Conference I D of the user for m eet -m econferences.

Once the conference is set up the conference originator will have the following funct ions:

• m ute/ unm ute a party/ oneself

• m ute/ unm ute all

• drop a party from the conference

• hold the conference while others keep talking

• record the conference

Call Log Gadget

Call HistoryThe call log displays details of calls you have m ade, received and m issed and it will report the last 30 calls.Users can use the call log to m ake 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 t im e or not . Thecall log is cent ralized and also available on the desktop phone.

Calls are ordered in 4 tabs:

• All: all calls.

• I ncom ing

• Outgoing

• Missed



Each tab can be ordered by nam e, num ber, t im e of the call, durat ion, num ber of calls and call type. The ordercan be ascending or descending.

To m ake a call from the call log, the user sim ply clicks on the num ber they wish to call.

Messages Gadget

Voicem ail AccessAvaya one-X™ Portal for I P Office will show new, saved and old voicem ails received and provides access intothe user m ailbox allowing the user to play, rewind, fast - forward, save and delete m essages.

The voicem ails can be ordered by state (new, saved, read, pr ivate, urgent ) , caller, called party, t im e andlength. The order can be ascending or descending.

The user can easily call back the caller who left a m essage from the m essage gadget .



Directory Gadget

DirectoriesAvaya one-X™ Portal for I P Office can display several director ies of nam es and associated telephone num bers.

• Personal Directory This is the user’s own directory of nam es and num bers. The user can associate m ult iple num bers (e.g.work, hom e, m obile, etc.) with a nam e and select which num ber to use when m aking a call. They canalso edit and change the directory ent r ies. The personal directory can contain up to 100 ent r ies. Thepersonal directory is com m on with the 1400, 1600 and 9600 Series telephones (as well as T3 telephonesin selected EMEA count r ies) .

• The Avaya one-X™ Portal for I P Office user can add up to 4 addit ional tabs for personal directorycontacts,

• System Directory This is the directory of nam es and num bers from the I P Office telephone system plus all the users andgroups on the telephone system . These ent r ies cannot be changed, but the user can copy a systemdirectory ent ry into your personal directory and m odify it .

• External Directory The system adm inist rator can configure Avaya one-X™ Portal for I P Office to access one externaldirectory (Act ive Directory / LDAP) .

Searching the director ies is easy: with the Personal Directory and the System Directory, as you enter a nam e ornum ber in the box at the bot tom of the tab, only m atching directory ent r ies will rem ain in view.

With the External Directory, you m ust enter a nam e or num ber to perform a search.

The user can m ake a call direct ly from the directory gadget by clicking on the num ber associated with theent ry. I f m ore than one num ber is available for this ent ry, they can choose which one to call.

User Status/ Presence

For the directory ent r ies of other I P Office users, Avaya one-X™ Portal for I P Office will indicate the status ofthe user at their work num ber. This status is available for users across an I P Office Sm all Com m unity Network.

The status can be:

State I con Descript ion

Available The norm al state for a user when their extension is not inuse.

Busy The norm al state for a user when their extension is on a call.

Do Not Disturb The user has set Do Not Disturb . Calls to them will go to voicem ail if enabled or else get busytone unless you are in the user 's Do Not Disturb except ion

list .

Logged Out The user has logged out from their phone. Calls to them willm ost likely go to voicem ail if available.

Other This icon is used when the status is not known.



Presence within Avaya one-X™ Portal for I P Office allows the user to create sets of call redirect ion set t ings.Through the configurat ion tab the user can create different Presence ent r ies and associate different rules toeach such as forwarding to a different num ber or Do Not Disturb. I n case of Do Not Disturb, the user canestablish a list of num bers (DND except ions) from whom the user wants to receive calls.

World Clock Gadget

The World Clock gadget shows you the current t im e in different t im e zones previously selected.

Agent Control Gadget

I f the user is also a Custom er Call Reporter agent , this gadget is displayed. Users can use it to see their currentagent state and change that state.

I n Agent Cont rol Gadget , Agents are offered the abilit y to set their state as: AvailableAfter Call Work Busy Not Available

I t can also be used to change the m em bership status in the different Custom er Call Reporter queues to whichthe user belongs.

I nstant Messaging Another Avaya one-X™ Portal for I P Office User

From the Directory ent ry of a user the opt ion chat w ith allows the establishm ent of an instant m essagingsession. Such sessions can be established only with other logged on one-X Portal users and can be establishedwhile on m ult iple calls.



Personalizing the Layout

There are a num ber of ways in which the one-X Portal for I P Office gadgets layout can be adjusted. Anychanges m ade are stored by the one-X Portal for I P Office in your user set t ings so the saved version is alwaysavailable when the user logs in again.

Change the one-X Portal for I P Office Layout· Select a Skin – there are 2 skins available to choose from· Change the Colum n Widths – the screen is in divided in two colum ns of variable width.· Show/ Hide a Gadget – it is possible to m inim ize unused gadgets and use the available space for the usedones.· Resize a Gadget – by dragging the resize icon at the bot tom of the gadget it is possible to change size to aspecific Gadget .· Move a Gadget – by dragging the gadget itself· Default the Layout – go back to the factory default .

Profiles

By set t ing and creat ing using profiles the user is able to easily cont rol where your calls are directed and howthey are t reated.

There are 3 default profiles, called Office, Mobile and Hom e. These can be edited but not deleted. The user cancreate up to 5 addit ional profiles. A special profile called Detected m ay also appear and it is displayed when thecurrent telephone system set t ings don't m atch any of the profiles.

By select ing which of the saved profiles is the current one, the user applies that set of set t ings to the telephonesystem.

When creat ing or edit ing a profile, there are 4 set t ings that the user will have to select :

• Mobility - The user can choose between:

• The default desk phone

• A num ber to forward the calls to

• Mobile Twinning with the num ber to twin

• Telecom m uter with the num ber where the user is based

• Voicem ail - The user can choose to act ivate/ deact ivate the following opt ions

• Voicem ail on call not answered

• Voicem ail r ingback

• Voicem ail Outcalling

• Voicem ail to be listened on PC or on phone.

• Act ive Greet ing – The user can choose which recorded greet ing to m ake act ive.

• Call Pick Up – on/ off

Call Assistant

Call Assistant is an opt ional desktop applicat ion that enables the following funct ions:

Screen pop when receiving a call.

The screen will show the nam e ( if in the personal or system directory) and num ber of the caller andthe user can anser or drop the call by clicking on the relevant but ton

Out look Contact Pop

I t will also give the opt ion to autom at ically pop up the Out look 2003/ 2007 Contacts ent ry for the calleror the called.

Hot Key

The one-X Call Assistant can be used to m ake a call by dialling a num ber selected in a Windowsapplicat ion. To do this, sim ply select or highlight the num ber in the Windows applicat ion and thenpress your one-X Call Assistant 's hot key com binat ion.

Feature Summary

Feature Phone Manager

Lite

PMPro one- X Portal for

I P Office

W eb brow ser based - - Yes




Lite


I P Office

OS independent ( W indow s, Linux, Mac support ) - - Yes

Click to dial - - Future

Cit r ix / term inal server support - - Future

I nbound/ 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 ) / Nam e display Yes Yes Yes

Speed dial / Busy Lam p Field m anagem ent Yes - 15 iconsmaximum.

Yes - 100 iconsm axim um per

tab.

Yes - fromPersonal &

System Directory

Speed Dial tabs ( to group Busy Lam p Field

icons)

Yes - 1 tab. Yes - 10 tabsmaximum.

Yes – 5 PersonalDirectory 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)

Send I nstant Messages ( I M) to internal users Yes ( requiresLCS[ 1] )

Yes ( requiresLCS[ 1] )

Yes

Telecom m uter m ode – Yes (not PCSoftPhone)

Yes

Mobile Tw inning Configurat ion - - Yes

Call Pick Up - - Yes

Com pact m ode – Yes Yes – CallAssistant

Personal Phone Directory – Yes - 1000 ent r iesmaximum.

Yes – 100 ent r iesmaximum

System Phone Directory – Yes - 5000 ent r iesmaximum.

Yes – 5000ent r ies m axim um

External Phone Directory ( e.g. LDAP/ Act ive

Directory)

– Yes - 5000 ent r iesmaximum.

Yes - unlim ited

Call history log – a ll, m issed, m essages. Yes – whilelogged in.

Yes– while loggedin.

Yes - 24/ 7 calllog

Separated incom ing/ outgoing call log. – Yes Yes

Collect new voicem ail m essages. Yes Yes Yes

Voicem ail box control ( I ntuity and I P Office

m odes) .

– Yes Yes

Personal Dist r ibut ion List set up ( I ntuity m ode) – Yes -

I ncom ing call scr ipt ing. – Yes -

Tim e on call. – Yes Yes

Advice of Charge ( I SDN service provider

dependent )

Yes Yes -

Door opening control. – Yes Yes (via analogextension)

Queue m onitoring. – Yes - 2 Queues Future

Conference Control Display. Yes Yes Yes

Audio Conference Managem ent No No Yes

'Screen pop' contacts w ith Out look – Yes Yes

Sim ple Out look contact record creat ion. – Yes -

Agent Mode. – Yes Yes

Dist inct ive Ringing ( W AV file) . – Yes -

Post Connect dial ( sending DTMF w hile

connected to another party) .

Yes Yes -

VoI P m ode ( to run as an PC Softphone) – Opt ional license Yes (with PowerUser and

Teleworkerlicenses only)




Lite


I P Office

Video Softphone - - Yes (with PowerUser and

Teleworkerlicenses only)

1. LCS: Microsoft Live Com m unicat ions Server 2003

Server, Browser and Other Requirements

• Phone support Any telephone connected to I P Office, although handsfree operat ion is only supported on suitable AvayaDigital and I P telephones.

• Server and Brow ser requirem ents

• Avaya one-X™ Portal for I P Office supports the following browsers:

• Microsoft I nternet Explorer versions 7 and 8.

• Mozilla Firefox version 3.0 and above.

• Windows Safari and Apple Safari 3.1 and above.

• The server requirem ents are:

• I ntel Pent ium D945 core/ AMD Athlon 64 4000+ ; with 3 GB RAM and 20 GB free hard diskspace.

• OS supported: Windows Server 2003 (32 and 64 bit ) .

• Always refer to the latest Avaya I P Office Technical Tip or Technical Bullet in for any updatedinform at ion with regard to Operat ing System s, Service Packs or PC hardware.

• Licensing Avaya one-X™ Portal for I P Office requires a Avaya one-X™ Portal for I P Office license for each user. Thislicense is part of the I P Office Power User, Office Worker or Teleworker user licenses and is not availableseparately. The Telecom m uter m ode and SoftPhone are available only with Power User and Teleworker.Softphone does require an Avaya I P Phone license on I P Office and it is part of profile licensing.

I P Office Video Softphone

With Release 6 I P Office int roduces – as part of the Teleworker and Power User package – a new Softphoneapplicat ion.

With Release 7 a num ber of new features have been added to Video Softphone:

- Busy Lam p Field allowing to see telephone status of colleagues including pickup of alert ing calls

- HD Video support , deliver ing high quality Video conferences between Softphone users as well as withother supported Video endpoints.

The Softphone is a full feature telephony client that supports standard telephony features on a PC runningsupported Microsoft operat ing system s including new Microsoft Windows 7.

Support of several audio opt ions including support of wireless headsets with full hook-switch support provides aflexible telephone opt ion, especially for people on the m ove.

Softphone is part of the Teleworker and the Power user package. An applicable Teleworker/ Power User licensefor the user of the Softphone is required; however Softphone does not require any addit ional license, e.g. no(Avaya) I P-stat ion license.

Softphone can run in two different operat ing m odes:



a) Softphone client m ode: The Softphone provides its own User interface, sim ilar to a standard I P Officetelephone for m aking calls, t ransferr ing calls, m ult iple call appearances or m aking conference calls. Aprogram m able feature but ton list allows onetouch access to standard I P Office features. This is thepreferred usage scenario for custom ers not running other I P Office product ivity applicat ions like one-Xportal. I t is also the preferred operat ion m ode for users who want to sm oothly m igrate from theirdesktop phone or who use Softphone only occasionally and prefer a phone-cent r ic userinterface, withopt ional dial pad and standard phone feature keys. The user interface is flexible, allowing adjustm ent forpersonal preferences with detachable specific windows like the directory and call log window. Theat tached picture shows the Softphone with dial pad and feature keys, plus a view of the contacts ofSoftphone.

Softphone can also be configured to be m inim ized to the system t ray when not in use to sm aller or largerconfigurat ions to save desk-space.



b) Applicat ion m ode: the Softphone runs in the background and standard call cont rol is accom plishedthrough product ivity applicat ions, such as one-X Portal for I P Office that is part of the User profilesdescribed above.I f run with one-X portal it provides the following addit ional value:

1. Consistent user interface when using one-X Portal with a desktop phone, in telecom m uter m ode orin com binat ion with Softphone.

2. Off- line call log with updates even when Softphone is not logged in

3. Addit ional features of one-X Portal e.g. presence and instant m essaging.

Video Support

As well as audio calls, I P Office Video Softphone supports end to end video calls on a single I P Office or withinan I P Office Sm all Com m unity Network. Current ly, video is lim ited to end to end calls, no m ult i-partyconferencing is supported.



Video adds a new level of interact ion to the standard phone com m unicat ion so this is especially useful for usersworking from a rem ote locat ion, needing to get in touch with colleagues in the m ain site or when used in an I POffice Sm all Com m unity Network.

Feature Overview

The following feature overview is applicable when using the Softphone in Client m ode. When used in applicat ionm ode, funct ionality depends on that applicat ion.

• Making and receiving calls

• Mult iple Call Appearances (No bridged or line appearances)

• Hold, t ransfer (at tended and unat tended)

• Message wait ing with direct voicem ail access

• Audio Conference ( I P Office based)

• Local call log, local directory

• Access to I P Office directory (system , corporate, personal)

• Feature keys for up to 12 I P Office features like:

• Forwarding (various m ethods like all, busy, no answer)

• Park/ Unpark

• Pick up (any, group, m em ber)

• Voice-Mail on/ off

• Speed Dial Tab with Busy Lam p Status:

• Free Configurable Speed Dials: 12-60 But tons

• Visual I ndicat ion of User Status (Busy, Alert ing)

• Pick-Up of Alert ing calls

Features keys can be selected and self adm inistered from a list of features that is downloaded from I P Office.

I f equipped with an audio device with hook switch cont rol, Softphone allows calls to be m ade or answered evenwhen the screen-saver of a PC is act ivated and the PC is locked. Unt il the PC is unlocked, no screen will beshown but r inging calls can be accepted through e.g. a headset with hook-switch.

Licensing and Provisioning

I P Office Video Softphone form s part of the Teleworker or Power User profile. A user can log onto the Softphoneusing their norm al usernam e and password. License ent it lem ent will be checked against that user before thelogin is accepted.

Unlike Avaya hard telephones, Softphone does not require an Avaya I P Phone License to work on I P Office.

While the Softphone is a thick client applicat ion, it is ext rem ely easy to install and provision. I nstallat ion of theapplicat ion on a standard PC requires m inim al to no configurat ion as all provisioning of the product is done fromthe I P Office as a provisioning server.

I f a DHCP server is present and set up correct ly, Softphone will com pletely configure itself. The user only needsto enter the usernam e and password to get connected.

I f DHCP is not available, the user needs to enter a single I P address of the I P Office; all other param eters willbe set autom at ically.

Softphone can be set up so that , when the PC starts up, the applicat ion is autom at ically started with the defaultusernam e and password. The user can disable autom at ic login as well as interrupt it any t im e.

Username and Twinning

When logged in to Softphone with their usernam e and password, the user will autom at ically be logged off fromtheir exist ing desktop extension, so the user is fully available on their norm al num ber without any addit ionalsteps.

For users that are using a physical telephone e.g. in the office, this is very convenient as they do not use adifferent extension for Softphone calls. All calls will be routed autom at ically to the Softphone when logged in.There is no need to use twinning to t ie the Softphone to the standard desktop phone.



Supported Audio and Video Hardware

Softphone can run with any Windows sound device support ing full-duplex quality.

I f possible, audio devices are autom at ically detected and allocated to the Softphone.

Softphone supports sim ultaneous operat ion of two sound devices, e.g. a headset or USB handset for norm alcalls and a USB handsfree unit for handsfree operat ion. I t is possible to switch between the sound devices atany t im e during the call.

For alert ing, in addit ion to that the PC speakers can be act ivated to r ing the phone.

For ease of use, sim ilar to desktop telephones, Softphone supports USB devices for audio as well as for callcont rol, e.g. accept ing and term inat ing a call. Softphone supports the “HI D” standard for USB devices allowinggeneric USB devices to be configured.

A num ber of USB devices have been tested with Softphone for interoperabilit y, including Hook switch cont rol aswell as dialing ( if supported by that device) .

• Audio Devices:

• Plant ronics DSP (USB headset )

• Plant ronics 510 (Bluetooth headset with USB base)

• Plant ronics CS50 (USB wireless headset )

• GN Netcom 8120 (USB headset adapter for GN Netcom headsets)

• Yealink W1DL (Cordless USB phone with Dialpad)

• Yealink P1K (Corded USB Phone with Dialpad)

• Generic USB soundcard and USB HI D interface support (with configurat ion assistant )

• Video Cam eras:

• Logitech QuickCam Pro 4000, 5000, 9000

• Creat ive Webcam NX Pro

• Microsoft Lifecam VX-3000

• Video Cam eras for HD Video.

• Logitech Webcam Pro 9000:

Supported Audio and Video Codecs

Softphone supports G.711 and G.729 Audio Codecs. Audio Codec negot iat ion is done by I P Office in order toensure best quality for local or SCN calls. At login, the user can select the default m ode, e.g. best quality or lowbandwidth for rem ote operat ion.

For Video, Softphone supports H.263, H.263+ and H.264 Video Codecs with resolut ion of up to 1280* 768 pixelsand 30 fram es per second.

Resolut ion Pixel Typical Net Video Bandw idth

Requirem ent

H.2 6 3 H.2 6 4

Low 176 x 144 (QCI F) 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 num bers show an average bandwidth requirem ent but peak usage m ight be higher. The abovenum bers do not include the audio-bandwidth.



Supported Languages

Current ly the following languages are supported:

• English,

• French,

• Spanish,

• I ta lian,

• Portuguese

• Sim plified Chinese

Over the t im e, new languages can be added to the product .

PC Requirements

• Processor:

• Minim um : Pent ium 4 2.4 GHz or equivalent , Video Card with DirectX 9.0c support

• Opt im al: I ntel Core 2 Duo or equivalent , Video Card with DirectX 9.0c support .

• Mem ory:

• Minim um : 1 GB RAM

• Opt im al: 2 GB RAM

• Hard Disk Space: 50 MB

• Operat ing System : Windows XP Service Pack 2, Windows Vista, 32-bit and 64-bit , Windows 7 32-bit and64-bit .

• Addit ional: Microsoft Windows I nstaller 3.1, Microsoft .NET 3.5 SP1, Microsoft VC 9.0 Runt im e Service Pack1

• Connect ion: I P network connect ion (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 equivalant, hardware video acceleration,camera and 2GB RAM

Note that these are recom m endat ions. Depending on other applicat ions on the PC, Softphone cannot guaranteeuninterrupted Voice and/ or Video quality. While Softphone runs with high pr ior ity on the PC in order not to beim pacted by norm al applicat ions other program s with sim ilar pr ior ity could im pact Softphone perform ance.Exam ple applicat ions could be other Mult im edia or com m unicat ion applicat ions like web-sharing program s orprogram s that are essent ial for PC perform ance like som e Virus-scanners or firewall program s.





Chapter 11. Receptionist



11. ReceptionistSoftConsole is the PC based Windows Recept ionist solut ion for I P Office. I t can be purchased with theRecept ionist user license.

SoftConsole has been designed to im prove operator service by providing the operator with call inform at ion andavailable call act ions to sim plify call handling and give the appropriate response to the caller. With this easy touse software tool the operator can m aintain visibilit y of the num ber and type of calls wait ing and so ensure thatclients are greeted in a professional m anner. SoftConsole can be m inim ized in the Windows system t ray whennot in use, but will pop up on the screen when a call is received.

SoftConsole has been designed to be easy to use, while offer ing a look and feel which will appeal to experiencedand novice operators alike.



The SoftConsole screen is divided into the following areas:

• Main Menu Bar

Com m ands and act ions are available through m enus. Som e features can only be used when the r ightcondit ions. I f they are not available, the feature will be "grayed out " unt il condit ions change that allowthe 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 com plete.

• Reat tem pt t ransfer.

• Conference.

• Hang up.

• Page.

• Record call.

• Com pact view.

• Dial Pad.

• Access conference room 1.

• Access conference room 2.

• Opt ions.

• Call Details Panel

The call details panel on the left shows details of the current call which will include the followinginform at ion:

• Calling Nam e

The system directory nam e associated with thecalling num ber.

• Calling Num ber

The telephone num ber of the call or iginator.

• Called Nam e

The system user nam e or hunt group nam eassociated with the called num ber.

• Called Num ber

The extension num ber the incom ing call has beenrouted to by the system .

• Call Status

States the progress of a call. The borderaround the call status panel changes color toindicate the status of the call.

• Call Durat ion

The length of t im e that the has been in thestate as indicated by the Call Status

• Notes

This area displays notes or inform at ion aboutthe call i.e. when a call has been returned asthere was no answer from the extension itwas t ransferred to. I f annotat ion is at tachedto the call, details are shown in the Notesarea.

I f a new call arr ives, the call details panel will display the calls wait ing to alert the operator and allow answeringof the call based on the Caller I D.



• Directory Panel

The directory panel on the r ight shows inform at ion on following:

• Directory entr ies

I ncluding I P Office users, hunt groups and external directory user (non I P Office extensions)

• Single directory entry details

I ncluding I P Office users, hunt groups and external directory user (non I P Office user) .

• Script

When a scr ipt has been configured for either the calling or called num ber, the scr ipt is displayed in thispanel. For exam ple, an operator m ay be answering calls on behalf of m ore than one com pany. To ensurethe call is answered with the correct com pany nam e a scr ipt file can be created with the com pany nam edetails. The scr ipt is displayed whenever a call is received for that com pany.

• Conferencing

Within SoftConsole, calls can be conferenced when held, or a conference can be created through thetwo conference room s:

• Conference Held Calls

An operator can conference calls that are in the Held Panel. All calls in the Held Panel will beconferenced.

• Queue Panel

The queue panel displays a bar graph of the num ber and the status of external calls held in a part icularqueue. Up to 8 Call queues can be configured and labeled to reflect incom ing calls for specific huntgroups.



• Held Calls Panel

The held call panel enables the operator to m anage all calls held at the operator stat ion. These calls willappear as a list in panel. The operator can perform the following the funct ions: Answer the highlightedheld call, Answer the longest held call, Conference held calls (see conferencing sect ion above) or Transferheld call.

• BLF Panel ( Busy Lam p Field Panel)

The BLF panel displays icons to indicate the status of selected users. Each icon provides inform at ion onindividual users such as: Unread 'User ' voicem ail m essages, User status inform at ion, for exam ple Busy,DND and Forwarded is indicated by the various icons used. Up to 10 tabs with 100 icons on each tab aresupported.

• Park Slot Panel

The park slot panel can contain up to 16 system -wide park slots with specific Park I D's for each slot .

• Call History

SoftConsole's call history keeps a com bined record of up to 100 ( incom ing, outgoing and m issed) callswhile the applicat ion is act ive Double-clicking any logged call dials that num ber.

• Status Bar

This Shows current status of the system and is divided into four sect ions that display current connect ionstatus, current Profile nam e, inform at ion m essages and The num ber of new voice m ail m essages for theoperator. I nform at ion m essages include any alarm condit ions that are present within the system .

SoftConsole Options

SoftConsole has m any configurable opt ions available to the operator to personalize the look and feel. TheOperator can tailor the usabilit y specifically to each their personal preferences. The following configurat ionopt ions are available:

• I ncom ing Calls

This tab enables the operator to m anage the local SoftConsole directory by creat ing, edit ing and delet ingent r ies from the selected directory. Also the operator is able to associate a scr ipt or m edia file with eachspecific ent ry.



• Queue Mode

This tab enables the operator to configure the queue window with up to 8 hunt group queues, which willinclude a recall queue. Queues can be created, edited and deleted while also providing the operator withthe addit ional benefit of posit ioning them in the queue window in order of operator preference.Managem ent by except ion is used to m onitor queue status by enabling the operator to set up variousalarm thresholds such as the Num ber of calls in queue and Longest wait ing call t im e. A WAV m edia filecan be associated with an alarm for further custom izat ion.

• Park Slots

This tab enables the operator to define which park slots are accessible on a system wide basis up to am axim um of 16. The operator is also able to assign which num bers are used to access each park slot andwhere 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 ent r ies.

• Directories

This tab enables the operator to choose access to the following director ies: SoftConsole local directory, I POffice system directory and Microsoft Out look contacts. Once chosen, the operator is able to m ap fieldsto directory ent r ies.

• Conferencing

This tab allows the operator to set up the nam es of the two conference room s. The nam es will appear onthe telephone displays of users in the conference room (m axim um of 10 characters) .

• Keyboard Mapping

This tab allows the operator to assign keyboard short cut keys for SoftConsole funct ions.

• Keyboard Act ions

This tab allows the operator to specify the default act ion when alphabet ic or num eric characters arepressed.

• Alphabet ic Keystrokes: Begin directory search or Open call annotat ion window

• Num eric 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 callinform at ion window color.

• SoftConsole

This tab allows the operator to save the changes m ade to the configurat ion of SoftConsole eitherautom at ically or m anually to a local configurat ion file on the PC.

SoftConsole Administration

SoftConsole has an adm inist rat ion m ode that enables the operator to configure the following set t ings:

• Control panel view s

The BLF panel, call history panel, held calls panel and park slot panel can be hidden or m ade visible.

• Change the Adm inist rator passw ord

• Edit operator profiles

Each operator can have a personalized profile, which can be configured by the adm inist rator.

• Create and m odify tem plates

SoftConsole com es with three predefined tem plates, which can be m odified, or new tem plates can becreated.

• Specify the m axim um length of call notes

I P Office supports a wide range of different telephone types. These have different display sizes so theoperator can define the character length of m essages sent to each user according to the type of phonethey use.

• System Tray w orking

The applicat ion can be m inim ized and left running in the system t ray so that it can pop on received calls.

SoftConsole Telephone Requirem ents• SoftConsole provides extensive call m anagem ent , but it st ill requires an I P Office telephone to provide

the speech path. SoftConsole has been tested and is cert ified to work with all Avaya wired digital and I Ptelephones that are listed in "Telephones" chapter.

• SoftConsole cannot be used with I P DECT 3700 Series telephones.

98



SoftConsole PC Requirements

• I P Office software release 2.0 or later.

• PC requirem ents:

• Always refer to the latest Avaya SME Technical Tip or Technical Bullet in for any updated inform at ionwith regard to Operat ing System s, Service Packs or PC hardware.

• Refer to Technical Specificat ions sect ion of the Product Descript ion for Operat ing System and Hardwarerequirements.

• A m axim um of four SoftConsole applicat ions can be run per system . An I P Office license cont rols thenum ber of sim ultaneous SoftConsole users.

• SoftConsole requires a SoftConsole license for each user. This license is part of the I P Office Recept ionistuser license.



Chapter 12. Computer TelephonyIntegration



12. Computer Telephony I ntegrationCom puter Telephony I ntegrat ion (CTI ) is about br idging the gap between the telephone system and businessapplicat ions. On I P Office, this is achieved by use of the I P Office CTI Link, a CTI m iddleware product andSoftware Developers Kit .

On I P Office, CTI is delivered through adherence to open standards. This gives businesses access to a widerange of third-party solut ions, addressing vert ical m arkets, and designed to m eet their requirem ents. Fordevelopers, m igrat ing their offer ing from other plat form s to I P Office is quick and easy, and the advanced CTIfeatures I P Office offers m akes it easy to dem onst rate full integrat ion, and m ore business benefits.

I P Office provides two levels of CTI interoperabilit y: CTI Link Lite, which is free of charge, provides all thefunct ionality required to support the vast m ajor ity of applicat ions, including screen-popping, and m any third-party products.

CTI Link Pro provides enhanced funct ionality, including the abilit y to cont rol m ult iple telephones and givesaccess to advanced call center operat ion.

Because I P networking is integrated into the I P Office system , all CTI is done through the LAN. This int roducesaddit ional points of failure, as well as relying on non-standard interfaces and handsets. On I P Office, all devicescan be used with CTI .

CTI with I P Office

I P Office offers a significant CTI capabilit y. Several interfaces are supported:

• TAPI Link Lite.

• TAPI Link Pro.

• TAPI - W AV driver.

• DevLink Pro.

• I P Office SMDR.

• I P Office Softw are Developm ent Kit .

• TAPI Link Lite

Provides first -party CTI support for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can cont rol or m onitorone phone. The software com ponents are supplied with the I P Office system on the User CD-Rom , and donot required a license key for use.

• TAPI Link Pro

Provides third-party CTI support for TAPI 2.1 and 3.0. These com ponents are ident ical to their first -partyequivalent ; the presence of the CTI Link Pro RFA license key (which can be purchased in the usual wayfor products) enables this addit ional funct ionality.

• TAPI - W AV driver

Provides software-based support for voice processing. The TAPI -WAV driver is for use with TAPI 2.1 only;for TAPI 3.0, I P Office supports the Media Service Provider (MSP) interface, defined by Microsoft in TAPI3.0. This funct ionality will only work in conjunct ion with CTI Link Pro and also requires TAPI WAVlicenses. Each license enables 4 ports of voice processing.

• DevLink Pro

Provides a real- t im e event st ream in addit ion to the SMDR interface provided in I P Office SMDR. The real-t im e event st ream takes the form of a call record, which is issued whenever the state of any endpoint ofa call changes ( typically there are two end points on a call, but for som e circum stances, such asconference calls, int ruded calls there m ay be m ore) .

• I P Office SMDR

Provides an interface to obtain SMDR events. A com m a-separated record is issued for each call, when thecall is com pleted. This interface is designed for call account ing and call billing applicat ions. The I P OfficeSMDR can be output direct from the I P Office cont rol unit to a designated I P address and port .

• Softw are Developm ent Kit

This toolkit is delivered on a single CD-Rom , containing the developer docum entat ion for TAPI Link Lite,TAPI Link Pro, DevLink Lite and DevLink pro, as well as pre-com piled program s for explor ing TAPI 2.1 and3.0. I n addit ion, exam ple source code is included, m aking it easy for developers to becom e fam iliar withI P Office CTI interfaces.

TAPI Link Lite (1st Party TAPI Support)

TAPI Link Lite provides sim ple first -party CTI via Microsoft TAPI 2.1 and 3.0. I ndividual desktop PCs connectedto the Local Area Network com m unicate with I P Office via an I P connect ion over the LAN. Each PC is capable ofcont rolling one telephone device (see diagram below) .



Microsoft TAPI 2.1 and 3.0 are specificat ions and developers interfaces for cont rolling and m onitor ing atelephony device. The specificat ion requires that a certain am ount of core funct ionality is im plem ented, andaddit ionally defines a series of opt ional funct ionality that switch vendors m ay also im plem ent .

TAPI Link Pro (3rd Party TAPI Support)

TAPI Link Pro provides all of the features and funct ionality of TAPI Link Lite, but addit ionally provides third partyCTI operat ion. This m eans that a single server can cont rol and m onitor any num ber of telephone devices.

I n addit ion, TAPI Link Pro provides the abilit y to m onitor and cont rol groups. This allows an applicat ion to benot ified when a call enters a queue, and can also redirect it to another locat ion.

TAPI Link Pro also supports addit ional TAPI funct ionality that is not available through TAPI Link Lite. Thisfunct ionality is supported through the LineGetLineDevStatus and LineDevSpecific calls. The addit ional featuresare:

• Agent login.

• Agent logout .

• Set and ret r ieve divert dest inat ion.

• Set and ret r ieve extended divert status (Forward All Calls, Forward on Busy, Forward on No Answer, Donot Disturb) .

• Retr ieving the extension locale ( language) .

• Set and clear the m essage wait ing lam p.

• Enable and disable group m em bership.

• Generate and detect DTMF digits and tones ( requires the TAPI -WAV driver) .

Support for Developers

The Developer Connect ion Program ( "DevConnect ") is the Avaya developer partner program , and is designedfor third-party com panies who are creat ing a product for sale, and who wish to receive technical support .Mem bership of the program is at the sole discret ion of Avaya.

DeveloperConnect m em bers pay an annual fee, for which they receive technical support direct ly from Avaya. I naddit ion, Avaya will perform interoperabilit y test ing between I P Office and the m em ber's product , and m ay alsocreate opportunit ies for joint m arket ing, including exhibit ions, use of Avaya's logo, and other benefits.

More inform at ion on the DeveloperConnect program can be found at www.devconnectprogram .com .



Chapter 13. Messaging



13. MessagingMessaging enables users to m anage all of their m essages, in part icular em ails and voicem ails, in one place.Since the m ain m essaging plat form is typically em ail, I P Office Preferred Edit ion enables voicem ails to bem anaged via the em ail system in order to keep all m essages synchronized through one user interface. Essent ialEdit ion also enables som e basic m essaging through the abilit y to forward voicem ail m essages to the user’sem ail inbox.

Voicem ail in general provides a telephone answering m achine with a personalized greet ing on every em ployee'sdesk and allows callers to leave spoken m essages when the user cannot answer a telephone call. Voicem ailm essages are ret r ieved either locally or rem otely via any telephone (users are prom pted for a PI N if they areusing any telephone other than their allocated extension or a t rusted locat ion e.g. m obile telephone) .

The voicem ail server is m ult i- lingual and can offer different prom pts depending on the user 's preferredlanguage, independent ly of the default system setup. Sim ilar ly, external callers can hear prom pts in their ownlanguage depending on their incom ing call route (e.g. based on caller I D) .

Voicem ail opt ions available are:

• I P Office Essent ia l Edit ion:

• Em bedded Voicem ail

• I P Office Preferred Edit ion:

• VoiceMail Pro – for single site use but use in a Mult i- site Networking (SCN) from rem ote users

• Dist r ibuted VoiceMail Pro – for m ult i- site use in a Sm all Com m unity Network (SCN)

• Centralized I NTUI TY Audix / Modular Messaging Voicem ail – for use with AvayaCom m unicat ion Manager

I P Office Preferred Edit ion is available for Windows and Linux® OS. The Preferred Edit ion on Linuxprovide the sam e funct ionality as described further in this chapter except of:

• TTS - The im plem entat ion uses SAPI and the Windows versions of the Nuance TTS engines.

• Use of the MAPI interface for capabilit ies such as Exchange I ntegrat ion and visibilit y of voicem ailsand faxes in the exchange m ail store.

• Web Voicem ail is provided by the user product ivity applicat ion one-X Portal which com es with OfficeWorker, Teleworker and Power User licenses.

• ContactStore integrat ion for call recording

• VPNM

Posit ioning Sum m ary

For further details refer to Voicem ail Feature Com parison at the end of this sect ion.

Feature Preferred Edit ion

VoiceMail Pro

Essent ia l Edit ion

Em bedded Voicem ail

Supported I P Office System s I P500 V2I P500.

I P500 V2I P500.

Mailboxes I P Office creates m ailboxes for each user and huntgroup on the system based on channel licenses.

Message Storage Capacity 1MB per m inute up to harddisk capacity.

Up to 15 hours.

Maxim um Sim ultaneous Calls Up to 40 [ 1] I P500 V2 = Up to 6 [ 2]

I P500 = 4

Resilience and Backup Yes No

Sm all Com m unity Netw ork ( SCN)

centralized operat ion

Yes No

Dist r ibuted Voicem ails in an SCN Yes No

Voicem ail to em ail forw arding Yes Yes

Unified Messaging ( UMS) Yes No

Microsoft Exchange Server 2 0 0 7 / 2 0 1 0

I ntegrat ion

Yes No

Centralized operat ion. Yes. No.

Queue Announcem ents Yes. Yes.

Auto At tendant Yes. Yes.

Call Recording Yes. No.

I ntuity Em ulat ion Yes. No.

321



1. Up to 40 in a single-site environm ent , addit ional ports can be added in a SCN environm ent by Dist r ibuted

VoiceMail Pro.

2. The first two ports are included in the basic I P Office system price. Addit ional 4 ports(sold in pieces of 2) can

be purchased and licensed separately.

I P Office Essential Edition - Embedded VoiceMail

I n environm ents like retail or hom e office, where space, noise or cost considerat ions rule out using a PC for

voicem ail, Em bedded Voicem ail will be the favored opt ion for an ent ry- level voicem ail service. As built - in

funct ionality of the I P500 and I P500 V2 hardware it requires no separate server. The Em bedded Voicem ail is

enabled by purchasing the I P Office Essent ial Edit ion.

Key features of Em bedded Voicem ail include:

• Up to 6 ports of voicem ail on I P500 V2

• I P500 V2: The first 2 ports are included in the basic system . Up to four addit ional ports can be added

sim ply by purchasing two 2-port add-on license keys

• I P500: Maxim um 4 ports of voicem ail

• With an increasing num ber of ports the m essage storage capacity is increased sim ultaneously:

o 2 ports: Up to 15 hours



• Configurable recording t im e: Default value 2 m inutes, m axim um value 3 m inutes

• Mult iple languages stored on the system

• Help m enus via * 4. Greet ings and m ailbox navigat ion.

• Send an em ail containing either not ificat ion or the com plete voicem ail m essage

• Voicem ail breakout / personal auto-at tendant : Up to 3 breakout num bers can be set up. When callers

are directed to your m ailbox, they can either leave a m essage or choose to be t ransferred to one of

three num bers (e.g. Operator, m obile/ cell phone, colleague, etc) .

• Configurable system -wide short code for voicem ail access (e.g. * 17)

• 40 configurable Auto At tendants with 3 t im e profile base greet ings per Auto At tendant

• Up to 12 m enu item s per Auto At tendant with autom at ic t im e-out to fallback num ber.

• Auto at tendant supports Dial by Nam e and direct Dial by Num ber (dial extension num ber without

dialing access digit first )

• Access and cont rol of voicem ail via the digital or I P 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 m essage to either an internal or external num ber ( if Caller I D available)

• Support for hunt group announcem ents

• Fax opt ion for rerout ing fax calls via the auto-at tendant m enu

• Support for Fast Forward (# ) , Rewind ( * ) , Skip Message (9) and Call Sender ( * * ) when listening to

messages

• No license required

I P Office Preferred Edition - Voicemail Pro

I P Office VoiceMail Pro is enabled by the I P Office Preferred Edit ion and is the m ost advanced m essaging and

call flow applicat ion for I P Office system s. I t can handle up to 40 sim ultaneous calls depending on license and

system set t ings. Each user has the opt ion of turning their voicem ail on or off. When on, the system

autom at ically answers their telephone when they are not available to take a call, plays a personal greet ing, and

records a m essage.

When a m essage has been left , the user will see a m essage-wait ing lam p lit on their telephone and can press a

ret r ieval but ton to collect their m essages.

VoiceMail Pro can also r ing the user to deliver any new m essages. Voicem ail m essages are t im e and date

stam ped and the caller 's num ber recorded. VoiceMail Pro can be configured to delete read m essages

autom at ically, unless the user chooses to save the m essage perm anent ly.



Voicem ails can be collected rem otely by dialing into the VoiceMail Pro server. I f the num ber the user is dialing

from is recognized (hom e num ber or m obile/ cell phone for exam ple) , the user will listen to their voicem ail

st raight away. I f the source num ber is not recognized, the user will be prom pted for a m ailbox num ber and a

PI N code for that m ailbox, before they can listen to their voicem ail. Users have the abilit y to set and change

their own PI N codes.

When a voicem ail needs to be forwarded to other users, VoiceMail Pro provides m any opt ions:

• Voicem ails can be forwarded to another m ailbox, or group of m ailboxes

• Recipients can add their com m ents to the voicem ail before forwarding to another m ailbox or m ailboxes.

• Voicem ails can be forwarded as em ail WAV at tachm ents.

All opt ions are available in a choice of languages; both spoken voice prom pts and graphical program m ing

interfaces and have the choice of I P Office TUI and I NTUI TY em ulat ion TUI .

Call Flow s w ith VoiceMail Pro for I ntelligent Call HandlingAt the heart of VoiceMail Pro is the abilit y to const ruct call flows from a series of different building blocks. These

building blocks allow autom at ion over tasks like answer a call, listen for tone-dialed digits, m ake a call etc.

VoiceMail Pro call flows allow far m ore 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 voicem ail m essage is left for them , it provides rem ote

access to phone forwarding set t ings should a user wish to change their Forwarding or Follow Me num ber from

an external telephone. VoiceMail Pro provides m essage handling for individuals or groups, audio inform at ion to

callers so assist ing the operator during periods of heavy call act ivity and links to business applicat ions through

services such as Text - to-Speech. VoiceMail Pro provides a full telephony applicat ions environm ent where call

flows can be set up and interact in real t im e with business workflow – callers can interact via m enus and data

ent ry and VoiceMail Pro applicat ions can speak back results. For exam ple, users can listen to their em ail

m essages through the telephone.

Em ail I ntegrat ionI ntegrat ion with em ail system s 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. I t enables VoiceMail

Pro to interact with em ail system s to provide a synchronizat ion of voicem ails and their status (new/ unread,

read, deleted, saved) between all user devices like desk telephones, m obile cell telephones, the UMS web

interface, Avaya one-X™ Portal for I P Office, the em ail client and other devices that are synchronized with the

user’s em ail account . This will work for em ail clients that use the I MAP4 protocol ( like MS Out look, Lotus Notes,

Mozilla Thunderbird, and m any others) .

VoiceMail Pro and Exchange Server 2 0 0 7 or 2 0 1 0Advanced collaborat ion between VoiceMail Pro and Microsoft Exchange Server 2007/ 2010 offers voicem ail

storage into the Exchange m essage store. This is the single point of storage for all em ail and voicem ail

m essages and therefore the single source for all m essage status inform at ion. When a voicem ail should be

collected using a desk phone connected to the I P Office, VoiceMail Pro will ret r ieve it direct ly from the Exchange

m essage store. VoiceMail Pro sends the voicem ails not just as em ails with a .WAV at tachm ent but as a m essage

form at ted as ‘voicemail’ so that Exchange can handle them different ly from em ails.

I f Microsoft Exchange Server 2007/ 2010 working with a m obilit y solut ion server (e.g., a Blackberry Enterprise

Server) are used to push em ails to m obile devices (Blackberry or sim ilar) , VoiceMail Pro will also integrate and

deliver voicem ails via the Exchange Server to the m obilit y solut ion. The m obile device will then be able to

present voicem ails on the visual voicem ail interface ( instead of present ing them as em ails with an at tachm ent ) .

Voicem ail in a Sm all Com m unity Netw ork ( SCN)A single PC based VoiceMail Pro server can provide voicem ail services to m ult iple I P Office system s in a Sm all

Com m unity Network over the LAN, WAN or a Fram e Relay network. This is referred to as 'Cent ralized Voicem ail'

and can reduce costs, while facilitat ing com m unicat ion between I P Office sites. For resilience, should the m ain

site fail, the Cent ralized Voicem ail will autom at ically reconnect to an alternat ive I P Office site.

For Voicem ail connect ions from rem ote I P Office users in a SCN no m ult i-site channels are needed.

VoiceMail Pro - More than just Voicem ailVoiceMail Pro offers m uch m ore than just a pure voicem ail system . Other helpful, convenient , cost and t im e

saving opt ions are:

• Whisper Announce that prom pts callers for inform at ion (usually their nam e) 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

part icular ly useful on "CLI / ANI withheld" num bers - usually calls from telesales com panies where

som ebody is t rying to sell you som ething. VoiceMail Pro will not int rude onto busy extensions.

• Assisted Transfer allows t ransfer of a call to a dest inat ion, but allows the call to return to VoiceMail Pro

autom at ically for other opt ions should the called party be engaged, or not answer within a pre-

determ ined t im e.



• Condit ional rout ing of calls. Condit ions are const ructed from a set of basic elem ents. These elem ents can

be com bined within a single condit ion to create com plex rules. For exam ple, the Week Planner can be

used to define the com pany's standard working hours, and then com bined with the calendar to define

except ion days such as public holidays / vacat ion.

• Call m odules. Modules allow you to create sequences of act ions that you want to share between a

num ber of different call rout ing scenarios – like a "m acro" in PC applicat ions. These m odules can be used

to create a library of vert ical voicem ail applicat ions or just easy dissem inat ion to other I P Office voicem ail

sites, thanks to its im port and export funct ionality.

• Act ivat ion of the external relays on the I P Office system . For exam ple, rem otely checking the status of

the office m eet ing and then turning it on from your m obile/ cell phone on your dr ive in to work.

Key features of VoiceMail Pro include:

• Personal voice m ailbox for users and hunt groups.

• Personal Num bering ( follow m e) .

• Extended personal greet ings to custom ize the inform at ion presented to a caller based upon the

availabilit y of a user.

• Unified Messaging (UMS) offers voice m ail - em ail synchronizat ion between the VoiceMail Pro server and

the em ail client .

• UMS Web Access allows access to voice m ails via a web interface from an internet browser.

• UMS integrat ion of VoiceMail Pro with Microsoft Exchange 2007 Server for full m essage synchronizat ion.

• Enables m obile m essaging integrat ion (e.g., Blackberry) when used with Exchange 2007 server

integrat ion.

• Forwarding of voicem ail m essages to em ail system s via SMTP.

• VoiceMail Pro client , a graphical user interface for program m ing and configuring applicat ions both locally

and rem otely.

• Data base access via I nteract ive Voice Response ( I VR) for individual business requirem ents.

• Audiotex and Auto At tendant services ( including dial by nam e) .

• Sophist icated queue announcem ent facilit ies.

• Access and cont rol of voicem ail via the digital or I P phone display (Visual Voice) .

• 22 supported prom pt languages: Chinese (Mandarin) , Danish, Dutch, English (UK) , English (US) , Finnish,

French (France) , French (Canadian) , Germ an, Greek, Hungarian, Japanese, I talian, Korean, Norwegian,

Polish, Portuguese (European) , Portuguese (Brazilian) , Russian, Spanish (Cast ilian) , Spanish (Lat in

Am erican) , Swedish.

• Condit ions (e.g. test if 'out of hours') .

• Broadcast group m essages.

• Autom at ic and on dem and call recording with an opt ion for ContactStore search and replay of saved

messages.

• Tam pering Detect ion / Verified Call Recording

• Voice form s/ quest ionnaire m ailboxes (Cam paign Manager) .

• Personal dist r ibut ion lists.

• Tag inform at ion ret r ieved from a database to a call and delivers it with the call to an agent .

• Visual Basic (VB) Script support to allow the configurat ion of the voicem ail system through VB scripts

rather than VoiceMail Pro call flows.

• Text - to-Speech facilit ies to allow em ails to be read out over the telephone and/ or for database

inform at ion to be read to a caller in 14 languages.

• Housekeeping facilit ies for the m anagem ent of m essages.

• Autom at ic detect ion and rout ing of fax calls within Auto At tendants and within a subscriber 's voicem ail

box.

• Support for a range of the I NTUI TY telephone user interface features in I NTUI TY em ulat ion m ode.

• Recording of system prom pts through the telephone handset or using m ult im edia facilit ies on a PC.

• Speaking clock.

• Support for TTY hearing im paired text phone.



• Cent ralized VoiceMail within a m ult i-site I P Office environm ent .

• Networked Messaging with other Avaya voicem ail system s.

• Capacity of up to 40 ports for a single-site system .

• Voicem ail channels between VoiceMail Pro and the I P Office can be reserved for business cr it ical

funct ions or left unreserved for any funct ion.

• I m proved voice recording, including recording of calls m ade over I P telephones (calls using direct m edia

has to be routed through I P Office) ; autom at ic call recording t r iggered by incom ing call routes; pausing

recording when call is parked or placed on hold.

• User start points in VoiceMail Pro include queued opt ions.

Further details on som e of the VoiceMail Pro funct ionality listed above are described later in this sect ion.

I P Office Preferred Edition - VoiceMail Pro Resilience and Backup

Custom er service with uninterrupted access to the business is essent ial – for custom ers who want to place

orders, for partners who want to negot iate an im portant cont ract and for em ployees who need access to their

im portant m essages. A failure can be very expensive for a business and there are a num ber of reasons why a

failure can happen: power outage, lost network connect ion, cable cuts, hardware failure, and so on.

But loss of m oney and reputat ion does not necessarily have to follow such a failure. The I P Office Resilience and

Backup funct ionalit ies are supported by VoiceMail Pro. A VoiceMail Pro server, connected to a Prim ary I P Office,

can autom at ically re-connect to a Backup I P Office if the connect ion between the two I P Office system s gets

lost . This covers the failure of an I P Office or the connect ion between them . A Preferred Edit ion license is

required on the backup I P Office system for this scenario.

I nt roduced with Release 6, a Backup VoiceMail Pro server offers addit ional com prehensive funct ionalit ies to

keep the business com m unicat ion up and running. A Backup VoiceMail Pro server can be added to an I P Office /

VoiceMail Pro system to take over the voicem ail funct ions in the case of a failure at the pr im ary VoiceMail Pro

system.

The Backup VoiceMail Pro server can act in different scenarios:

• One I P Office, one Prim ary VoiceMail Pro server, and one Backup VoiceMail Pro server, where the backup

is either at the sam e locat ion as the I P Office / VoiceMail Pro or at an external site

• A Prim ary I P Office with a Prim ary VoiceMail Pro server and a Backup I P Office with a Backup VoiceMail

Pro server at a second locat ion

• A Mult i Site Network with a Cent ralized VoiceMail Pro server connected to an I P Office at one site and a

networked I P Office with a Backup VoiceMail Pro server. There m ight also be addit ional I P Office and

Dist r ibuted VoiceMail system s within that Mult i Site Network.

The diagram illust rates the second scenario:

The Prim ary VoiceMail Pro will establish a link to the Backup VoiceMail Pro and keep the greet ings and

configurat ion set t ing changes synchronized with the Prim ary VoiceMail Pro. Messages and m essage states are

not synchronized between the Prim ary and the Backup VoiceMail Pro to avoid network overload.

I deally the Backup VoiceMail Pro server is a m irror system of the Prim ary VoiceMail Pro server with all it s

capabilit ies, like the num ber of ports, licensed features, and hardware. All required funct ions have to be

licensed through I P Office Preferred Edit ion and supported by adequate hardware (e.g. to ensure server

perform ance and sufficient I P Office t runk lines) . The 2 hour run- t im e of a VoiceMail Pro server without licenses

does not apply to a backup scenario.

The Backup VoiceMail Pro server can have lim ited funct ionalit ies (e.g. fewer num ber of ports) if it is acceptable

to have lim ited capabilit ies for a lim ited period unt il the re-connect ion of the m ain server.



Dist r ibuted MessagingOne Cent ralized VoiceMail Pro server is supported in a SCN of m ult iple I P Office system s with I P Office /

VoiceMail Pro release 5 and earlier. I P Office R6 allows m ult iple Dist r ibuted VoiceMail Pro servers to be placed at

selected or all of the I P Office nodes.

I nto one Mult i Site Network there can be one Cent ralized VoiceMail Pro, one Backup VoiceMail Pro (as a backup

for the Cent ralized VoiceMail Pro) , and up to 30 Dist r ibuted VoiceMail Pro ( theoret ical value) . The Cent ralized

VoiceMail Pro server will keep its role as the m ain voicem ail server. I t provides the m edia store for voicem ails

left on the system , as well as the m edia services required on the Mult i Site Network to I P Offices not supported

by a local VoiceMail Pro server.

The ret r ieval of voicem ails will require access to the Cent ralized VoiceMail Pro, while other voice resources will

be available locally, providing local capabilit ies for queuing announcem ents, call recordings, auto at tendants

and leaving of voicem ails.

On failure of a Dist r ibuted VoiceMail Pro, the Cent ralized VoiceMail Pro will be used for all funct ions as if no

Dist r ibuted VoiceMail Pro servers were present .

Cent ralized VoiceMail Pro, Dist r ibuted VoiceMail, or Backup VoiceMail require the sam e Preferred Edit ion license

but will be configured different ly in I P Office Manager according to the required funct ion.

I nteraction of Voicemail with Email Systems

As standard, VoiceMail Pro allows for a sim ple voicem ail alert where the ent ire voicem ail is forwarded (copied)

as a .WAV at tachm ent to any MAPI or SMTP com pliant em ail applicat ion (Microsoft Out look, Exchange, Lotus

Notes, etc.) . Forwarding allows em ails and voicem ail m essages to be unified and collected from a single source.

This sim ple alert opt ion that forwards only the caller ’s num ber in the subject of the em ail is ideal for use with

com m ercial Short Message System s (SMS) . This inform at ion can be forwarded to the display of a m obile/ cell



phone when the user is away from the desk. The em ail not ificat ion, forwarding and copying, can be done for all

voice m essages and can be act ivated rem otely. This is beneficial if you are working from hom e and have an

em ail connect ion available.

Forwarding voicem ail to em ail is part icular ly useful for group voicem ail boxes as it allows a single voicem ail

m essage to be copied to the em ail of every m em ber in that group.

Presentat ion of Voicem ail to Em ail

Unified Messaging Service (UMS)

Unified Messaging Service (UMS) provides the integrat ion of VoiceMail Pro with em ail system s. A very sim ple

installat ion and configurat ion process enables users to m anage their voicem ail m essages by using the device of

their choice including em ail clients or m obile devices. UMS is licensed on a per-user basis as part of the I P

Office Power User, Teleworker and Office Worker.

Depending on the exist ing infrast ructure UMS can be integrated with I MAP-based em ail solut ions as well as with

Microsoft Exchange Server 2007/ 2010 environm ents.



Voicem ail Synchronizat ion via I MAPEm ail applicat ions such as Out look which support I MAP can connect to an I MAP server integrated with the

VoiceMail Pro server.

VoiceMail Pro will deliver new voicem ail m essages by using the voicem ail to em ail capabilit y.

New voicem ails arr ive as em ails with a .WAV at tachm ent and the user can handle them like any other em ail. I f

a voicem ail has been listened to, its status will change to " read", independent of the device that has been used

to access the voicem ail. I f the user deletes it , it will be deleted everywhere.

Users that have UMS access enabled just need to add an addit ional em ail account to their em ail client to be able

to use the unified m essaging features. No addit ional client software installat ion is required.

The inst ruct ions how to add this account and configure the web address for the VoiceMail Pro Web Access can

be provided by an adm inist rator by em ail without the need for system adm inist rat ion or external support .

VoiceMail Pro UMS W eb AccessThe second interface UMS offers to the users is a web interface allowing voicem ail access via a web browser,

such as I nternet Explorer or Mozilla Firefox, with the abilit y to listen to targeted voicem ails by using either the

PC’s m ult im edia equipm ent or the desk phone.

UMS Web Access requires the VoiceMail Pro installat ion to be on a server with I I S pre- installed. I n addit ion, the

VoiceMail Pro UMS Web Access opt ion m ust be selected during installat ion.

Once installed, the system will require the following addit ional configurat ion:

• I P Office Power User, Teleworker and Office Worker licenses ( for the num ber of users that will be

configured to use UMS) .

• Users selected for UMS support m ust be enabled by the system adm inist rator in I P Office Manager.

• Each user m ust have a voicem ail PI N code (a blank PI N is not acceptable) .



I ntegrat ion w ith Microsoft Exchange Server 2 0 0 7 or 2 0 1 0As part of UMS, VoiceMail Pro can integrate with the Exchange Server 2007/ 2010 from Microsoft . Each user

with UMS enabled can be configured to use either the I MAP capabilit y (see above) or the Exchange integrat ion.

I f the Exchange opt ion is selected all voicem ails of the user will be forwarded and stored into the Exchange

2007/ 2010 m essage store instead of the VoiceMail Pro m essage store. VoiceMail Pro is able to deliver new

voicem ails to Exchange form at ted as ‘voicemail’ which enables Exchange to handle them different ly from

standard em ails. I f used in com binat ion with a m obilit y solut ion voicem ails can be m anaged using the visual

voicem ail user interface of the m obile device (e.g. Blackberry) .

The following diagram illust rates the two possible ways of integrat ing with either a standard I MAP-based em ail

system or with an Exchange Server 2007/ 2010 em ail system .

Both scenarios can exist in parallel on the sam e system but only one opt ion can be configured for one user.

A voicem ail stored in the Exchange m essage store can be ret r ieved by VoiceMail Pro and m ade accessible for all

com m unicat ion devices (as shown in the diagram above) .

Earlier versions of Microsoft Exchange Server are supported by using the I MAP integrat ion described above.

Fax Messages

I ntegrat ion with fax software, integrat ion with fax to the desktop or client fax applicat ions can be realized

through the use of fax servers. This allows an em ail client ( for exam ple Microsoft Out look) to be ut ilized as an

easily affordable unified m essaging solut ion. The m any benefits of unified m essaging include security (as faxes

are sent to the users PC rather than on paper for everyone to see) , ease-of-use and efficiency in term s of

storage and ret r ieval of m essages and the great gains that can be m ade in overall workforce efficiency and

product ivity.

To enhance the support of third party fax solut ions, VoiceMail Pro supports the autom at ic detect ion of incom ing

fax calls. Tradit ionally a dedicated telephone num ber is provided for all incom ing fax calls. I n addit ion to, or as

an alternat ive to, the VoiceMail Pro 'Menu' act ion or a subscriber 's voicem ail box ( I NTUI TY m ode) can

autom at ically detect any incom ing fax calls and then direct the call to a predefined locat ion. The benefit to a

business or user is that only one num ber is required for either voice or fax calls.

The VoiceMail Pro can store the default fax locat ion for the autom at ic rout ing of fax calls. Alternat ively, with fax

tone detect ion at the voicem ail box, each voicem ail box can have a fax locat ion num ber. I f a voicem ail box

owner has set his or her own fax num ber, then that num ber is used instead of the default fax locat ion.

Voicem ail box subscribers can set their own fax num ber through their m ailbox m enus.

Most fax solut ions can be used in conjunct ion with I P Office; however the following products have been tested

and verified to operate in the above scenarios:



• Equisys - Zetafax

Zetafax for Networks provides versat ile network fax software solut ions for sm all businesses, corporate

offices and dist r ibuted enterprise businesses. I t enables em ployees to send and receive faxes at their

desktop, without the need to pr int fax com m unicat ions, take them to a fax m achine and send them

m anually. Zetafax can be seam lessly integrated into m arket leading em ail system s like Exchange

allowing users to send and receive faxes direct ly from their Out look client . I n addit ion Zetafax can be

integrated with other exist ing applicat ions, such as account ing or CRM system s, for fast , autom ated

faxing from the desktop or back office. Further product inform at ion available from www.equisys.com .

• Open Text Fax Server ( form erly Captaris – RightFax)

RightFax offers a broad, scalable product line that integrates with em ail, desktop, CRM, ERP, docum ent

m anagem ent , im aging, archival, call center, copier/ scanner system s, as well as host , legacy and

m ainfram e applicat ions–virtually all business applicat ions. Further product inform at ion available from

www.captaris.com .

• Fenestrae – Faxinat ion

Fenest rae Faxinat ion Server for Microsoft Exchange integrates fax into em ail technology. Create faxes on

your desktop and deliver them to your chosen fax m achine at the click of a m ouse. Further product

inform at ion available from www.fenest rae.com .

• GFI – GFI FaxMaker

GFI FaxMaker for Exchange/ SMTP allows users to send and receive faxes and SMS/ text m essages

direct ly from their em ail client . I t integrates with Act ive Directory and therefore does not require the

adm inist rat ion of a separate fax user database. GFI FAXm aker integrates via the SMTP/ POP3 protocol

with Lotus Notes and any SMTP/ POP3 server. Further product inform at ion available from www.gfi.com .

• Open Text Fax Appliance ( form erly Castelle FaxPress)

Faxes routed to a user’s m ailbox by this fax server will be recognized by VoiceMail Pro as faxes, and will

be supported by VoiceMail Pro Fax features. More inform at ion is available from www.castelle.com.

Text-to-Speech Email Reading (Microsoft Exchange only)

I n addit ion to providing a unified m ailbox for voicem ail m essages, em ails and fax m essage, VoiceMail Pro can

also provide the abilit y to ret r ieve em ail m essages through the telephone.

When operat ing in I NTUI TY m ode and with Power Users and/ or Mobile Workers licensed these users will be

presented with a list of both voicem ail m essages and em ail m essages. The em ails can then be read out over the

telephone. The benefit to the user is that their m essages are now accessible while in and out of the office

through any telephone. The user’s em ail account needs to be configured in I P Office m anager to enable TTS

funct ionality.

When accessing m essages through the telephone all new voicem ail m essages will be presented to the m ailbox

owner before any new em ail m essages. When accessing an em ail m essage the system refers to the m essage

as "New m essage with text " .

Em ails will be read based on the user language set t ing in I P Office, depending on the TTS engine capabilit y.

With no addit ional TTS engine installed VoiceMail Pro TTS will use the TTS engine installed with the Microsoft

Windows operat ing system . I f using Avaya TTS then 22 languages are supported. I f using 3rd party TTS please

refer to the vendor docum entat ion for supported languages. Avaya TTS is an opt ional license.

Where the user has em ail reading in their voicem ail box, they will be able to record a voice reply to the em ail,

and send it as a .WAV at tachm ent to a reply em ail to the person who sent the em ail.

A m axim um of eight users can use TTS funct ionality sim ultaneously. I f m ore than eight users are licensed and

configured for TTS, the rule ‘first com e – first serve’ will apply. I n an SCN with a Cent ralized VoiceMail Pro the

lim it of eight concurrent TTS users for em ail reading will apply for the whole SCN because only the Cent ralized

VoiceMail Pro delivers TTS. Therefore it is necessary to license at least one Power User or Mobile Worker at the

cent ral site (bet ter will be four to eight users to provide sufficient resources for all users in the SCN) .

Networked Messaging

Where organizat ions are operat ing a num ber of voicem ail system s across different sites it is im portant to be

able to provide integrated operat ion between voicem ail system s so that m essages can be passed between

system s and delivered to a user 's m ailbox seam lessly. This is achieved by I P Office VoiceMail Pro being licensed

to support Networked Messaging.

The Networked Messaging solut ion defines a com m on set of features to allow inter-working between Avaya

voicem ail system s. I n I NTUI TY m ode, while listening to or having listened to a m essage, the user can select the

opt ion to forward the m essage to another m ailbox, the m ailbox entered can be any m ailbox num ber on the

local system or any m ailbox on a rem ote Avaya system .

The I P Office Networked Messaging facilit y will allow configurat ion of up to 2000 rem ote m ailboxes on each

VoiceMail Pro server and will operate with other I P Office system s support ing this feature, as well as with Avaya

Enterprise solut ions.



Auto Attendant

VoiceMail Pro provides an easy- to-use, m ult i- level configurat ion tool ( the VoiceMail Pro client ) which allows

network m anagers and system adm inist rators to const ruct an interact ive m enu system , based upon DTMF

telephone key ent ry. This allows an Auto-At tendant 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 volum es are high. VoiceMail Pro offers the

caller the abilit y to dial the nam e of a person via the phone keypad ( like "Text " m essaging on m obile cell

telephones) . I n response the Auto-At tendant offers the caller a best m atch nam e or if there is m ore than one, a

select ion list is offered and the caller can select which one they want to call.

As an exam ple, VoiceMail Pro can be used to build an Auto-At tendant that prom pts callers to "enter 1 for sales,

2 for support , 3 for adm in, or 0 for the operator" allowing them to be t ransferred to the appropriate departm ent

without operator intervent ion. Alternat ively, a list of personnel and their extension num bers could be listed,

allowing the caller to direct ly access the person they want . For larger com panies it could be departm ent nam e

listed first , followed by the list of em ployee extensions within the departm ent .

The lat ter two exam ples are ideal where com pany telephone operat ion has changed from a cent ral operator to

direct dialing (DDI / DI D) , allowing callers to " learn" the required extension num ber from the prom pt ing of

VoiceMail Pro, and then in future dial the extension num ber, or other pre-defined variables, direct ly. Auto-

At tendant operat ion is also ideal where m ult iple languages are required, for exam ple "Dial 1 for English, 2 forGerm an, 3 for French, .. ." .

Auto- At tendant created using VoiceMail Pro Manager

Personal Numbering

Contact -abilit y is all- im portant in winning and m aintaining business. VoiceMail Pro offers users the abilit y to

rem otely turn their voicem ail on or off, set their voicem ail em ail forwarding, edit their call forwarding and follow

m e num bers. Together these act ions provide a com prehensive Personal Num bering service for the user who

needs to rem ain in contact regardless of their physical locat ion.

Users with Mobile Twinning configured are able to rem otely act ivate their twinning capabilit ies through

VoiceMail Pro call flow.



Diagram illust rat ing Personal Num bering

Accessing Database I nformation within Call Flows ( I VR)

VoiceMail Pro provides the abilit y to const ruct powerful interact ive system s based upon DTMF telephone key

ent ry. This is achieved by using the flexibilit y provided from the built - in call flow act ions. As a caller passes

through any part of a defined call flow the system is capable of interact ing with m ost third party databases

using the standards based ADO interface (Act iveX Data Objects) . The system is capable of ret r ieving

inform at ion from a database and writ ing inform at ion into databases. The result of this is that powerful

I nteract ive Voice Response system s ( I VR) can be delivered to specifically m eet the requirem ents of the

business and the custom er experience that is required.

Exam ple interact ive system s that can be built as a result of these facilit ies include: I nform at ion bullet in boards,

order taking and order processing system s, front end system s to help desks/ support desks, contact centers,

secure access to inform at ion through PI N checking, survey system s, rem ote t im e sheet m anagem ent , etc.

The ability to interact with database inform at ion is enabled through the purchase of the I P Office Advanced

Edit ion. The VoiceMail Pro Client supports four Database Act ion I cons, which can be im plem ented into the

VoiceMail Pro call flows. The ent ry of the I P Office Advanced Edit ion license will enable the VoiceMail Pro server

to use these act ions in call flows.



Exam ple Call Flow Ut ilizing Database Act ions

The database act ions that are provided through the VoiceMail Pro Client are:

• Database Open – Opens a link to the required database. Mult iple databases can be accessed during a call

but only one database can be opened at one t im e.

• Database Execute – Provides the abilit y to enter a query on the opened database. The query can 'Select '

data from the open database or can 'I nsert ' data into the database.

• Database Get Data – Provides access to the data that has been ret r ieved from a database through the

Database Execute act ion. The user can ret r ieve the next item , previous item , first item in the list or the

last item in the list .

• Database Close – This act ion will close the current database. I f the database is open when a call

term inates then the database will be autom at ically closed.

I nteract ion with the opened database is done through St ructured Query Language scripts (SQL) . An

adm inist rator can enter SQL script direct ly into the specific sect ion of the Database Execute act ion. For

adm inist rators that are not fam iliar with SQL scripts, a scr ipt can be created autom at ically through the use of a

SQL Query Builder Wizard.

Using Text To Speech (TTS) Facilities within a Call Flow

Text - to-Speech (TTS) can be used to further enhance I P Office I VR and call flow capabilit ies; TTS facilit ies can

enhance the callers experience by allowing the system to read back to them any inform at ion that has been

ext racted from a database. For exam ple, in a book shop, the caller dials into the system and is asked for an

I SBN num ber of the book they require. The caller enters the I SBN through the telephone keypad and the

system locates the t it le of the book from the database. As well as finding the t it le, 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, cost ing $6.99, writ ten by J R R Tolkien is in stock".

From VoiceMail Pro Release 6 onwards it is also possible to use Text - to-Speech within call flows or auto

at tendants for announcem ents. A call flow / auto at tendant can be enabled to read text that has been created

by call flow act ions and offers m uch m ore flexibilit y because there is no longer the need for pre- recorded and

stat ic announcem ents. I f there is a change to an announcem ent the call flow act ion will create the new

announcem ent and will play it to the caller.



The I P Office Advanced Edit ion contains 8-port 3rd party Text - to-Speech capabilit y 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 operat ing system .

An alternat ive is the Avaya TTS license which adds a TTS engine available in 22 different languages:

• Chinese (Mandarin)

• Chinese (Cantonese)

• Danish

• Dutch

• English (UK)

• English (US)

• Finnish

• French (Standard)

• German

• Greek

• Japanese

• I talian

• Korean

• Norwegian

• Polish

• Portuguese

• Portuguese (Brazilian)

• Russian

• Spanish

• Spanish (Lat in)

• Swedish

The Avaya TTS is a per-port license.

The total num ber of TTS ports on each VoiceMail Pro system is lim ited to eight . On a single or Cent ralized

VoiceMail Pro, up to eight concurrent ports can be used for I VR and em ail reading, on a dist r ibuted VoiceMail

Pro up to eight ports can be used for I VR.

Visual Basic (VB) Scripting

The VoiceMail Pro call flow program m ing interface allows an adm inist rator to provide Visual Basic (VB) scr ipted

logic that can be interpreted by the VoiceMail Pro server. This abilit y enables system adm inist rators to program

the voice system via VB Scripts thus providing addit ional choice and flexibilit y in providing I VR applicat ions. The

VB script act ion contains a VB-Script ing parser (Syntax checker) to ensure the legit im acy of the adm inist rator

derived VB Script before its incorporat ion. Each VB script act ion used within a call flow can contain a m axim um

of 10,000 characters; however a call flow m ay contain m ult iple VB script act ions within it .

On a r ight m ouse click in the VB Script window the m ethods and variables are available will be listed to assist

when const ruct ing call flows.



VB Script ing is enabled by the I P Office Advanced Edit ion license.

Extended Personal Greetings

I n I NTUI TY em ulat ion m ode, the VoiceMail Pro system has the abilit y to hold a num ber of greet ings within each

user’s m ailbox that can be played to a caller. I n addit ion to the standard m ailbox greet ings, the extended

personal greet ings provide the abilit y to present the caller with a greet ing that reflects where the call has com e

from ( internal or external) or why the called party is unable to take the call. A m ailbox user can configure the

responses played back to the caller, based upon the reason the caller was routed to the voicem ail. The

supported call states are:

• Busy/ Engaged

The user is current ly 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.

• I nternal

A greet ing to be played to internal calls

• External

The greet ing to be played to external callers

• Out Of Hours

The greet ing played when a hunt group is operat ing 'out of hours'. Out of hours is defined with I P Office

Manager and is only applicable to hunt group m ailboxes.

A greet ing can be recorded for each of the above condit ions through the Telephone User I nterface (TUI ) . I f a

recording is m ade for each condit ion, the order of play back to a caller will be:

1. Out of hours (Hunt group m ailboxes only) .

2. I nternal/ External greet ing.

3. Busy/ Engaged.

4. No reply.

A m ailbox owner will need to record greet ings against these condit ions to deliver the greet ing that they wish to

present to a caller. one-X Portal users can record and m anage their voicem ail greet ings through the one-X

Portal user interface.

Hunt Group Broadcast Messages

With VoiceMail Pro, two m odes of operat ion exist for the handling of hunt group m essages. The m ethod used is

configured for the group through the I P Office Manager.

• Hunt group m ode

Messages are stored in the hunt group m ailbox and Message Wait ing only inform s those individuals

configured for m essage wait ing indicat ion from that group. This is ideal for scenarios where only a few

people such as a call center supervisor need to be init ially aware of group m essages. Any m essage

wait ing light lit by this is ext inguished when the new hunt group m essage is accessed by a user. This is

the default m ode of operat ion.

• Broadcast m ode

Messages are not stored in the hunt group m ailbox. I nstead they are broadcast (copied and forwarded)

to the individual m ailboxes of the ent ire hunt group m em bership. This lights the individual m essages

wait ing light of each user of the hunt group unt il they access their m ailbox.

Personal Distribution Lists

Personal Dist r ibut ion Lists are only available with VoiceMail Pro when operat ing in I NTUI TY em ulat ion m ode.

The feature provides the abilit y for a user to dist r ibute a voicem ail m essage to a list of recipients

sim ultaneously. Lists can be configured by a voicem ail box subscriber either through their voicem ail box

telephone user interface (TUI ) or through the desktop PC applicat ion Phone Manager Pro.

The features available to a voicem ail box subscriber include:

• Create up to 20 lists with 360 m em bers per list

• Mark a list as pr ivate or public, Private lists can not be accessed by any other voicem ail subscriber.

Public lists can be used by other subscribers but can not 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 exist ing list or 'Modify ' exist ing lists.

• List m em bers can be added by using the stat ion num ber or m ailbox nam e (nam es are not supported for

VoiceMail Pro Networked Messaging m ailboxes) .

• Lists can include voicem ail boxes that exist on other Avaya voicem ail system s that are available through

VoiceMail Pro Networked Messaging.

• Lists can be added together, duplicate m em bers are autom at ically rem oved. This includes public lists

owned by other voicem ail subscribers.

• Mailing lists are accessible to the user at any ‘send m essage’ and ‘forward m essage’ opt ion within the

user 's voicem ail box.

• When displayed within Phone Manager Pro, dist r ibut ion lists can have a list descript ion added to it , this is

only visible within Phone Manager Pro.

Cascaded Out-Calling

VoiceMail Pro can send a not ificat ion, with an escalat ion capabilit y, that a new voice m essage has been received

in a user 's m ailbox to specified phone num ber(s) . This is part icular ly useful in environm ents such as healthcare

and support where im portant voice m essages are left and need to be answered prom pt ly - even outside of

office hours.

For exam ple should a pat ient leave an im portant m essage to the m ain num ber of the doctor ’s office, the

voicem ail system can r ing the doctor at the office then on no response escalates to the doctor ’s m obile/ cell

phone, his/ her hom e phone or the doctor on duty after a program m able t im eout . This avoids having to rely on

an external answering service and allows m obile/ cell and hom e phone num bers to rem ain pr ivate.

The voicem ail not ificat ion can be sent for:

• Any new voice m essages

• Any new prior ity voice m essages

Mailbox owners can configure their own opt ions from their handset (Telephone User I nterface or TUI ) and

through their I P Office Phone Manager.

• Create own Tim e Profile – defining when not ificat ion should take place (e.g. office hours only)

• Out-calling dest inat ions – defining where not ificat ion should take place and in which pr ior ity order

Five dest inat ions can be defined by the m ailbox owner through the TUI (Telephone User I nterface) . The

dest inat ions selected in the escalat ion list are called in sequence. The possible dest inat ions are:

• Desk

• Mobile/ Cell

• Hom e

• Delegate

• Other

Each t im e an outcall event occurs, each num ber in the escalat ion list will be called unt il either the call is

answered, or the end of the list is reached. This process will be repeated on each ret ry at tem pt , for the num ber

of ret r ies set .

Out -calling preferences are set for global operat ion via the VoiceMail Pro Client . Out -calling is only available in

I NTUI TY Mode. The adm inist rator sets the num ber of ret r ies and t im e interval between ret r ies on a system -wide

level.

Campaign Manager

As part of the I P Office Preferred Edit ion and VoiceMail Pro, Cam paign Manager enables the gathering of

repet it ive inform at ion from inbound calls (such as brochure requests) to be fully autom ated, leaving agents free

to deal with other m ore com plex calls which require hum an interact ion. A definable sequence of recordings are

played to the caller with t im e 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 t ransact ion the caller can be thanked and the

com pleted t ransact ion ret r ieved by an agent via a web interface or a short code.

Cam paign Manager allows calls in queue to break out of the queue, or be directed in an overflow situat ion to

com plete their t ransact ions thereby increasing custom er sat isfact ion by affect ing an answer to their call. This

ensures that a m inim um of custom ers give up when forced to wait in a queue or even worse, hear a recorded

m essage stat ing that they are calling outside of office hours.



I n a Contact Center environm ent , when agents are busy, an overflow to Cam paign Manager relieves congest ion

and pressure on agent groups. An agent can collect the com pleted t ransact ion via a web browser or via a short

code represent ing the park slot num ber of a part icular cam paign. This num ber can be pre-program m ed under a

DSS key and used by agents to access the cam paign. I f the DSS key incorporates a BLF lam p, that lam p is lit

when new cam paign m essages have been left . Agents then t ranscribe the caller 's answers into a database or

other records.

Call Recording

I P Office Preferred Edit ion and VoiceMail Pro also offer call recording services that allow the autom at ic/ m anual

recording of calls for a variety of applicat ions, such as for t raining purposes or to m onitor abusive callers. As

standard, recordings can be directed to the called extension’s voicem ail box or to any other m ailbox for later

ret r ieval. Alternat ively, recordings can be stored in a cent ral database for ret r ieval through a Web based

browser by using ContactStore for I P Office.

An opt ion allows to detect a tam per/ verified recording to avoid any abuse of recordings. This is available for

recordings in a voicem ail box and in the cent ral database of contact store as well.

The system adm inist rator can select whether all calls are required to be autom at ically recorded or just a

select ion of calls. Alternat ively, calls can be m anually selected for recording. I f for any reasons resources are

not available then a recording m ay not be taken ( for exam ple all voicem ail ports are busy) .

VoiceMail Pro provides a num ber of m ethods for t r iggering the recording of a call.

Most of the set t ings and cont rols for autom at ic voice recording are accessed through the I P Office Manager

applicat ion. The proport ion of incom ing and/ or outgoing calls that should be recorded and the t im e-period

during which Voice Recording should operate can be selected.

• User Recording

The calls to and/ or from a part icular user can be autom at ically recorded. By default the recordings are

placed in the user 's m ailbox. The configurat ion could be set whether on “external” calls only (default ) or

on “external and internal” calls.

• Hunt Group Recording

The calls to a part icular hunt group can be autom at ically recorded. By default the recordings are placed

in the hunt group's m ailbox, but there is the abilit y to select a target m ailbox m ade for or on behalf of a

subscriber. The configurat ion 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 m ade. This can be used to t r igger

recording of outgoing calls.

• Caller I D Recording

Account codes can be assigned to a call by Caller I D m atching. This allows recording to be based on a

Caller I D m atch.



• Tim e Profiles

For each user, hunt group and/ or account code, an I P Office t im e profile can be used to determ ine when

auto- recording is used.

• I ncom ing Call Routes

I ncom ing Call Routes can t r igger autom at ic call recording.

Note: I t is possible for several recordings to be m ade of the sam e call. For exam ple, if both autom at ic hunt

group recording and autom at ic user recording are applicable to the sam e call, separate recordings are produced

for both the hunt group and the user. Recording only cont inues while the party t r iggering the recording is part

of the call, for exam ple:

• Recording t r iggered by a user stops when that call is t ransferred to another user.

• Recording t r iggered by a hunt group cont inues if the call is t ransferred to another m em ber of the

sam e group.

• Recordings t r iggered by an incom ing call route last unt il the call is cleared from the system .

Call recording uses the conference facilit y and so is subject to the conference rest r ict ions of the I P Office

system . For som e situat ions, it m ay be a requirem ent that call part ies are advised that their call is about to be

recorded. This is done by switching on the Play Advice on Call Recording opt ion via the VoiceMail Pro client . The

m axim um length of any call recording is 60 m inutes.

I P Office ContactStore

The standard call recording facilit ies provided with I P Office and VoiceMail Pro can be extended further by using

I P Office ContactStore. I P Office ContactStore stores and catalogs recordings so that they are easily accessible

for later ret r ieval. Any recordings that you inst ruct VoiceMail Pro to "send to the Voice Recording Library" are

placed in a database.

I P Office ContactStore is provided with the VoiceMail Pro software DVD set and has an inbuilt 45 day t r ial

license. A fully featured I P Office ContactStore system can be installed and used for 45 days from the creat ion

of the first recording. After this t im e the system will stop taking recordings unt il a license is purchased and

installed onto the I P Office.

I P Office ContactStore has a num ber of com ponents, these are:

• An MSDE database into which details of all recorded calls are inserted.

• A browser-based call search and replay applicat ion.

• A browser-based system configurat ion and status m onitor ing applicat ion.

• Disk space m anagem ent - Oldest recordings are autom at ically deleted as needed.

• Opt ional archive m anagem ent - Recordings are autom at ically writ ten to a DVD + RW drive.

To allow you to search for calls easily, the details of the recordings are stored within a MSDE database. I t

contains one record for each call recorded and addit ional records for each party on the call and the owner of the

call. The inform at ion that is held for any recording is:

• A unique reference for the recording

• The start date and t im e

• The durat ion of the recording

• The nam e and num ber of the part ies on the call- where this was available to I P Office ( through ANI ,

Caller I D or DNI S) at the t im e of the call.

• The direct ion of the call ( incom ing, outgoing, or internal)

• The owner of the call recording

• The target or dialed num ber, which m ay be different from the num ber that actually took the call.

Recordings within I P Office ContactStore are stored as .WAV files. I P Office ContactStore uses the G.726 16kbps

ADPCM com pression standard, which provides the best com prom ise between storage capacity and CPU loading.

I P Office ContactStore is designed to perform com pression as a background task, which does not im pact the

system s abilit y to record, search or play other calls. I t takes approxim ately 1 m inute to com press a two hour

recording. The com pressed recordings are stored as 16kbps G.726 form at , storage requirem ents are therefore

8MBs per hour of recording.



The I P Office ContactStore suite can be installed onto the sam e server as VoiceMail Pro but m ust be loaded onto

a separate part it ion. Alternat ively, I P Office ContactStore can be installed on a separate dr ive within the sam e

server or on a separate server. The m inim um PC specificat ion when VoiceMail Pro and I P Office ContactStore

are installed on the sam e server is detailed in the Voicem ail System requirem ents later in this chapter.

I P Office ContactStore stores recorded calls with certain security in place. Access to recordings is st r ict ly

cont rolled according to the security const raints configured within the System Adm inist rat ion pages. Each

recording has an owner; the call owner is the num ber of the extension that recorded the call. You can specify

to which extensions each user has replay r ights; the user can search for and replay all calls "owned" by those

stat ions. Typically an individual m ay be given r ights to replay calls owned by their extension num ber while

m anagers m ay have r ights to the extension num bers of all of their staff.

The system will autom at ically generate alarm s showing system warnings. Alarm s are logged to I P Office

ContactStore's database and held for a m onth before being purged. The adm inist rator can define specific Em ail

addresses for alarm s to be autom at ically forwarded to. The em ail recipient could be a local system

adm inist rator, a m anned help-desk and/ or suppliers' support desks if you have a support agreem ent that

includes this facilit y. The system sends an em ail m essage each t im e an alarm occurs or is cleared. I t also sends

an em ail once per day as a "heartbeat " to let you know it is st ill operat ing. Failure to receive the daily heartbeat

m essage should be invest igated; it could indicate that the server has failed.



I P Office ContactStore allows replay of recordings by m eans of a browser-based applicat ion that is accessible

with I nternet Explorer ( I E) V6.0 and higher. The Search and Replay facilit ies include the following features:

• Personal security rest r ict ions. The rest r ict ions are applied as you log into the web server.

• Criter ia-based search filter fields to perform specific searches.

• Replay cont rols. Use the replay cont rols 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 representat ion of the audio content of the call.

Use the waveform to avoid replaying stat ic or silences, and to m ove easily to specific port ions of a call.

The Search and Replay screen, shown below, provides filter fields that you can use to search for calls:

For a single I P Office, ContactStore is enabled by the Advanced Edit ion license. Note: For ContactStore to work

for rem ote nodes across a Mult i Site Network there needs to be a ContactStore license present on each node.

This is in addit ion to the Voice Networking license required for Mult i Site Network.

Centralized Messaging with Avaya Communication Manager

Where I P Office is deployed in an Avaya Com m unicat ion Manager (ACM) Environm ent , it m ay be desirable to

use one cent rally m anaged voicem ail system (Modular Messaging) to provide voicem ail services to I P Office

users. I P Office can be configured to use a Modular Messaging system over a rem ote connect ion such that all

m essaging calls divert to this locat ion and m essage wait ing indicat ions are provided from the rem ote locat ion

and are displayed correct ly on I P Office extensions. Connect ivity m ust be either an E1 or T1 circuit or an I P

t runk running QSI G services. I n addit ion to the I P Office license Key (Cent ralized VM with ACM RFA) that

enables this service, further license keys m ay be required on the ACM system .

Voicemail Feature Comparison

Plat form Support

I P Office Preferred Edit ion

VoiceMail Pro

I P Office Essent ia l Edit ion


I P5 0 0 V2 Yes Yes

I P5 0 0 Yes Yes

Capacit ies

Voicem ail I P Office Preferred Edit ion

VoiceMail Pro

I P Office Essent ia l Edit ion




Num ber of

Mailboxes

supported

No Lim it - Lim ited only by I P Office

configurat ion.

Lim ited only by I P Office configurat ion.

Maxim um Num ber

of Concurrent Calls

( ports)

Up to 40 dependent on license 6 sim ultaneous calls on I P500 V2.

4 sim ultaneous calls on I P500.

Recording Tim e PC dependent (Requires 1MB per m inute) I P500 V2:

2 ports: Up to 15 hours



I P500:

Up to 15 hours



Features

I P Office

Preferred

Edit ion

VoiceMail Pro

I P Office

Essent ia l

Edit ion

Em bedded

Voicem ail

Runs as a service Yes No

Mult i- lingual support Yes Yes

Voicem ail for I ndividual users Yes Yes

Voicem ail for Virtual users Yes No

Voicem ail for Hunt Groups Yes Yes

Group Broadcast Yes No

Unified Messaging Service ( UMS) Opt ion No

I ntegrat ion w ith Microsoft Exchange Server 2 0 0 7 / 2 0 1 0 Opt ion No

Capable to interact w ith Blackberry solut ion Opt ion [ 1] No

Resilience and Backup Opt ion No

Sm all Com m unity Netw ork Operat ion Yes No

Centralized Voicem ail Services Yes No

Dist r ibuted Voicem ail Servers in an SCN Yes No

Voicem ail Ringback I nternal and

external

Yes

Voicem ail Help TUI Yes No

Message W ait ing I ndicat ion Yes Yes

Visual Voice ( interact ive m enu on phone display) Yes Yes

I ntegrat ion w ith Phone Manager Pro Yes No

Personalized Greet ing Yes Yes

Extended personal Greet ings Yes[ 2] No

Cont inuous Loop Greet ing Yes No

Forw ard to Em ail Yes Yes

Copy to Em ail Yes Yes

Listen To Em ail ( Text To Speech) Yes[ 2] No

Send Em ail not ificat ion Yes Yes

Unified Messaging Service ( UMS) Opt ion No

Save Message Yes Yes

Delete Message Yes Yes

Forw ard Message to another Mailbox Yes Yes

Forw ard to Mult iple Mailboxes Yes Yes

Forw ard w ith a Header Message Yes Yes

Repeat Message Yes Yes

Rew ind Message Yes Yes

Fast Forw ard Message Yes Yes

Pause Message Yes No

Skip Message Yes Yes

Oldest m essage first / new est m essage first Message

Playback Opt ion

Yes No

Set Message Prior ity Yes[ 2] No

Set autom at ic m essage delet ion t im efram e Yes No

Alphanum eric Data Collect ion Yes[ 2] No

Callers Caller I D, t im e and date announced Yes Yes

Call Back Sender ( if Caller I D available) Yes Yes

Rem ote Access to Mailbox Yes Yes

User Definable PI N Code Yes Yes

Know n Caller I D PI N Code By- Pass Yes Yes

Breakout to Recept ion I nternal and

external.

I nternal and

external.

1. Requires UMS (enabled through the Power User, Office Worker and the Teleworker licenses) and MS

Exchange Server 2007/ 2010 with a m obilit y solut ion ( for exam ple a Blackberry) - not provided by Avaya.

2. I ntuity m ode only.



I n- Queue Announcem ents

I P Office

Preferred

Edit ion

VoiceMail Pro

I P Office

Essent ia l

Edit ion

Em bedded

Voicem ail

Queue Entry Announcem ent Yes Yes

Queue Update Announcem ent Yes Yes

Queue Posit ion Announcem ent Yes No

Tim e in Queue Announcem ent Yes No

Tim e in System Announcem ent Yes No

Est im ated Tim e to Answ er ( ETA) Yes No

Exit Queue to alternat ive answ er point Yes No

Auto- At tendant / Audiotex

I P Office

Preferred

Edit ion

VoiceMail Pro

I P Office

Essent ia l

Edit ion

Em bedded

Voicem ail

Mult i- Level Tree Structure Yes Yes

Message Announcem ents Yes No

W hisper Announce Yes No

Alarm Calls Yes No

Assisted Transfers Yes No

Dial by Nam e Yes Yes

Direct Dial by Num ber Yes Yes

Other Features

I P Office

Preferred

Edit ion

VoiceMail Pro

I P Office

Essent ia l

Edit ion

Em bedded

Voicem ail

Call Recording Yes No

Tam per proofed / verified Call Recording Yes No

Test Condit ions Yes No

Personal Num bering Yes No

Speaking Clock Yes No

Cam paign Manager Yes No

VoiceMail Pro Manager Yes No

Custom ized Voicem ail Yes No

I ntuity TUI em ulat ion m ode. Yes No

Forw ard Em ails to External System s ( VPI M) Yes No

Third Party Database Access ( I VR) Yes No

Text To Speech w ithin call flow s Yes No

Support for Visual Basic Scripts Yes No



Chapter 14. Mobility



14. MobilitySales or service reps who are always on the road know the challenges: m issed calls, phone tag, languishing

voice m essages, delays in decision m aking and frust rated custom ers. Plus the real possibilit y of m issed

t ransact ions and lost revenue. Equipped with Avaya I P Office Mobilit y Solut ions, m obile associates never need

to m iss an im portant custom er call or a quest ion from som eone in the office. And they’ll be able to give

custom ers just a single phone num ber — their office num ber — where they can be reached regardless of their

locat ion. Personal m obile phone num bers are never given out , but all calls r ing sim ultaneously on their desk

telephones and their m obile telephones. So if they are at their desks or on their m obile telephones, they’ll get

the call. With I P Office Mobilit y Solut ions they m aintain the agilit y that gives them an edge over larger

com pet itors. Decision-m aking will be speeded-up, quick responds to custom ers and colleagues are enabled, and

the solut ions will help to ensure that deals close with this real- t im e connect ion.

On-Site Mobility

I P Office offers different solut ion for users working m ainly at the business cam pus but with the need to be

accessible all over the site.

Avaya On- Site W ireless Phone Solut ionsAvaya I P Office Wireless Solut ions include DECT and Wi-Fi based wireless I P telephones. These are solut ions

em ployees can use every day to work m ore effect ively and be m ore responsive to custom ers - all while

increasing revenues and keeping com m unicat ion costs firm ly under cont rol. Also, Avaya I P Office Mobilit y

Solut ions integrate seam lessly with I P Office, enhancing each custom er’s investm ent . I P Office's in-building

Mobilit y Solut ions im prove com m unicat ion with staff who, because of the funct ion they perform , are m obile

within the workplace. Using wireless technology, such individuals m ay be instant ly contactable, with m any

obvious benefits:

• The wireless telephone is carr ied in the pocket , so users are not t ied to the desk in order to rem ain in

contact .

• Users m ay be contacted instant ly to ensure fast , accurate decision m aking and im m ediate response to

problem s through planned radio coverage with no blind spots.

• Once installed the solut ions do not incur addit ional cost like m obile telephones would do, allowing a t ight

budget cont rol.

W ireless Solut ionsI P Office supports the following wireless solut ions:

• DECT R4, the DECT based solut ion for I P Office. Running in a separate, reserved frequency range, this

solut ion provides best in class voice quality and is totally interference free from other radio equipm ent .

Details on this solut ion port folio can be found in the chapter "Telephones" of this docum ent .

• Avaya VoI P Wi-Fi Solut ion, leveraging the Wi-Fi data network, allow a single infrast ructure for both voice

and data t raffic. Leveraging an exist ing, voice ready Wi-Fi network allows a cost efficient deploym ent of

a converged wireless data and voice infrast ructure using the 802.11a, b and g standard. The solut ion is

offered worldwide in selected count r ies including North Am erica, EU count r ies and selected others. For

details on this solut ion please refer to the chapter "Telephones" of this docum ent .

Rem ote Solut ionsI P Office supports the following VPN rem ote phone solut ions:

• VPN phone client on 4610SW, 4621SW, 5610SW, 5621SW and 9600 Series I P telephones offered

worldwide.

For further details about I P Office On-Site Mobilit y solut ions please refer to the chapter Telephones of this

document .

98



Tw inningTwinning allows a pr im ary extension and a secondary num ber ( internal extension or external num ber) to

operate together as a single telephone, when a call is presented to the pr im ary phone the secondary will r ing. I f

the pr im ary telephone does not r ing, for exam ple in Do Not Disturb, the secondary phone will not r ing.

The following types of calls are eligible for twinning:

I nternal

Tw inning

Mobile

( external)

Tw inning

Any internal call on a Call Appearance but ton

I nternal or external calls t ransferred to the extension

Direct Dial calls to that extension

Hunt group calls

Calls forw arded from another extension

Line Appearance calls ( configurable)

Bridged Appearance calls ( configurable)

Coverage calls ( configurable)

Autom at ic I ntercom calls

Returning t ransferred, held or park calls *

Callback calls from the system ( Transfer and Park Return)

Paging calls

Follow Me calls

* Requires I P500 BRI , PRI or SI P t runks and Mobile Call Cont rol to be enabled for that user.

I nternal Tw inning

This is typically used in scenarios like workshops or warehouses where team supervisors m ay 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 Tim er and No Answer Tim e are started for

the call and if the call is not answered within that t im e, the call will be delivered to available coverage but tons

( if applicable) and then Voicem ail ( if applicable) .

The following features are supported with internal twinning

• Follow Me To

• Follow Me Here

• Forwarding

• Do Not Disturb ( inc except ions)

• Context less hunt group act ions: Mem bership / Service Status / Fallback Group configurat ion

• Voicem ail On / Off / Access

• Call Log (Cent ral Call Log for T3 and 1400/ 1600/ 9600 telephones only)

• Redial (Cent ral Call Log for T3 and 1400/ 1600/ 9600 telephones only)

• Personal Directory Ent r ies ( for T3 and 1400/ 1600/ 9600 telephones only)

External Mobility

Mobility funct ions for em ployees working not from the office but m obile are enabled either by the I P Office

Power User or the I P Office Mobile Worker license. The form er Mobile Twinning / Mobilit y License will cont inue

to work with all the features described below.

The m obilit y funct ions enabled by these user licenses are Mobile Tw inning , and Mobile Call Control, as well

as one- X Mobile client support . Each feature has to be enabled in I P Office Manager for eligible users.



Mobile Tw inning ( External Tw inning)

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 num ber to clients, but the I P Office Mobile Twinning will r ing their

m obile/ cell phone as well as the desk extension. External m obile devices can be set as twinning targets even if

the pr im ary telephone is logged out (e.g. in the case of a "vir tual" extension) .

Call Back

To avoid any call charges when using a m obile / cell phone the call back feature has been im plem ented:

When calling a part icular num ber at the I P Office, the I P Office will reject the call and will call back the m obile

num ber if this num ber has been ident ified as an eligible one. After accept ing this call the m obile user gets a dial

tone and can establish another call. Depending on the service provider’s tar iff, there are no call charges (except

possible roam ing charges) on the m obile invoice. However, in som e count r ies like US there are charges to even

receive the calls.

This feature is very useful for em ployees using their personal m obile phone for business only from t im e to t im e:

their personal m obile phone num ber stays confident ial and they do not to claim m obile charges back from their

business.

Avaya one- X Mobile Client Support

I P Office supports the Avaya one-X Mobile 'Single Mode' Clients running on selected

Sym bian Single-Mode or Windows Mobile 5 or 6.x handsets. This provides a

graphical interface for call cont rol and allows a one-num ber service for both

incom ing and outgoing calls.

For a full list of supported handsets see ht tp: / / support .avaya.com .

I P Office system s support ing one-X Mobile require a dedicated DI D/ DDI num ber for

each feature required (e.g. hold, t ransfer) .



Mobile Call Control

This allows a user who has answered a twinned call on their m obile/ cell phone to dial a DTMF sequence * *

(star-star) to put the call on hold and receive I P Office system dial tone. The user will then be able to perform

supervised and un-supervised t ransfers, shut t le (switch between held calls) , and conference (Conference add

and t ransfer to a m eet -m e conference) .

Mobile Call Cont rol is a m obilit y feature sim ilar to but independent of one-X Mobile. I t allows any m obile phone

user to access I P Office features without using the one-X Mobile client applicat ion.

Mobile users can gain access to the “Star Star Service” dial tone when they receive a twinned call. After

receiving a twinned call, the m obile user can dial * * to place that call on hold and get dial tone from the I P

Office. Once the m obile user receives I P Office dial tone, any subsequent dialing done is interpreted as if the

user is logged into an analog extension on the I P Office.

To gain access to the “Star Star Service” dial tone, the m obile user can dial the FNE 31 DI D/ DDI that has been

program m ed in the I P Office. Sim ilar ly, once dial tone is heard, the user can dial num bers and short codes as if

the user is logged into an analog extension on the I P Office.

Mobile Call Cont rol and one-X Mobile require twinned calls to be routed through specific t runk types on I P500 /

I P500v2 only:

• I P500 PRI -U (single or dual) t runk cards

• I P500 Dual or Quad BRI t runk cards

• SI P t runks (RFC 2833)

I P Office Softphone

Usable both inside the office and at rem ote locat ions, I P Office Softphone is a PC-based telephony client

allowing a user to m ake and receive phone calls r ight from his PC, equipped with e.g. a headset of

speakerphone. I n addit ion, the softphone supports end to end Video between two softphone users on a I P

Office network. Full voice access to the I P Office system is available wherever reliable access to the com pany

network exists.

This can be in m eet ing room s, using a Voice ready Wi-Fi network, at a rem ote office site using the local

Ethernet interface or at hom e or in a hotel- room , when connect ing to the com pany network through a VPN

(Virtual Private Network) .

The softphone offers standard calling funct ionality, like several call appearances, hold, t ransfer and access to a

large num ber of I P Office features via dedicated feature keys. Access to I P Office directory is of course also

available.

I P Office Softphone can be used as a standalone client (not requir ing any addit ional server) or in com binat ion

with one-X Portal for I P Office.

I f used in com binat ion with the one-X Portal applicat ion, the softphone delivers a cent ralized call log,

synchronized with m any I P Office telephones as well as a num ber of collaborat ion features like presence status

indicat ion and instant m essaging. one-X Portal can be used with the standard deskphone while working in the

office and switched to softphone when working rem ote.

Details about I P Office Softphone can be found in the chapter User Call Cont rol Applicat ions .274



Mobile Messaging

Mobile Messaging m eans m anaging your voice m essages together with em ail m essages using the m obile / cell

phone. Sim ilar to a unified m essaging solut ion on the desktop PC it enables the user to m anage all of their daily

m essages in one place, in this case the m obile m essaging applicat ion of the m obile / cell phone ( like for

exam ple Out look Mobile on Windows Mobile devices) .

At the low end of the range of m obile m essaging opt ions is the sim ple voicem ail- to-em ail forwarding using

SMTP, which is standard with both the Essent ial and Preferred Edit ion.

The synchronizat ion of the voice m essage status between all a user’s devices (Out look, voicem ail telephone

interface, one-X Portal, m obile / cell phone) so that listening to a new m essage at one device changes the

m essage status from “new” to “old” in all of these interfaces requires the Preferred Edit ion. I t contains an I MAP

interface to integrate the VoiceMail Pro solut ion with any I MAP capable em ail system .

With the I P Office Preferred Edit ion in conjunct ion with an Exchange 2007/ 2010 Server it is possible to

synchronize received voice m ails with the em ail system . I f the em ail system also em powers m obile users to

receive, m anage, and send m essages by their m obile phone ( ‘Mobile Em ail’) all voice m ails can be m anaged as

well from the m obile / cell phone.

Together with an appropriate m obilit y solut ion like Blackberry the Exchange 2007/ 2010 integrat ion enables

visual voicem ail on m obile devices. The voice m ails provided by the Preferred Edit ion are specially m arked as

“voicem ail” so Exchange 2007 handles them different from standard em ails so that a m obilit y solut ion will be

able to show voice m ails on the display of the m obile device. Users can now browse through the voicem ails,

ident ify high pr ior ity ones by caller inform at ion and listen to them first .

3rd Party Mobility Solutions for Use with I P Office

Although Avaya offers different m obilit y solut ions as m ent ioned above there are areas for further im provem ent .

Together with Avaya DevConnect partners Avaya is anxious to further extend the usabilit y and funct ionality of

the I P Office system .

The following m obilit y solut ions in part icular add m obile devices current ly not supported by Avaya for the I P

Office so that users with one of these devices can part icipate from the r ich I P Office m obilit y opt ions.

Apple iPhone – iEC5 xx

As the iPhone from Apple is increasingly used for business use, Avaya has enabled an

available DevConnect solut ion to extend I P Office m obilit y also to this popular device. The

applicat ion for the iPhone is called ‘iEC5xx’ and acts like the Avaya one-X Mobile clients. The

sam e configurat ion file that is been used to configure the Avaya clients enables the m obilit y

funct ions at the iPhone.

The applicat ion is available at the Apple App Store.

For m ore inform at ion see ht tp: / / elinfierno.de/ apps/ iec5xx/



Blackberry – SoLo DTMF Client

One of the m ost used m obile business devices is the RI M Blackberry. To use a Blackberry

with sim ilar funct ions like the Avaya one-X Mobile applicat ion, the solut ion called “SoLo

DTMF client ” from SoSoftware enables selected Blackberry devices to use the I P Office

m obilit y funct ions.

For m ore inform at ion and placing orders see

ht tp: / / www.sosoftware.com/ solo-mobile-dtm f

These 3rd party solut ions have the sam e requirem ents as the Avaya m obilit y opt ions. Each user who wants to

use one of the solut ions requires at least one Power User or Mobile Worker license. I n addit ion, at least a

Preferred Edit ion m ight be required.



Chapter 15. Audio Conferencing



15. Audio ConferencingA problem fam iliar to any organizat ion is that of com m unicat ing effect ively. As m ore and m ore people work

from hom e or from dispersed locat ions, how do you ensure that em ployees are planning and working together

effect ively, and regular ly keeping in touch when separated by t im e and distance? I n addit ion, m any com panies

choose to sub-cont ract som e services such as payroll, logist ics or m anufactur ing to third-party suppliers. How

do you ensure that you can act as one vir tual enterprise? Audio conferencing provides a sim ple and effect ive

solut ion.

Audio conferencing m akes it easy to include key people in decision m aking wherever they are with m inim um

interrupt ion from their work. I t responds to business needs that every com pany faces:

• More m eet ings but less t im e available.

• I ncreasing pressure to be at two locat ions at once.

• Travel rest r ict ions.

• Environm ental pressures ( "green" init iat ives) .

As a result of using conferencing, the benefits gained are:

• Reduct ion in t ravel, leading to lower costs, less wasted t im e and lower carbon em issions.

• I ncreased worker product ivity and personal security.

• More effect ive working pract ices, leading to shorter project t im es, and support ing dispersed organizat ions

and com plex supply chains.

Furtherm ore, the Return On I nvestm ent (ROI ) is very short as Meet Me conferencing is a built - in feature of I P

Office Preferred Edit ion. The typical ROI of just 4 to 6 m onths com pared to Service Provider conferencing

services based upon 2 hourly conferences with 5 part icipants per week.

I P Office Preferred Edition Meet-Me Conferencing Solution

The conferencing solut ion built - in to I P Office enables m ult iple callers to talk in an audio conference. Callers can

be on-site personnel as well as external part ies whether field-based engineers, sales staff on the road,

custom ers or suppliers. Conference calls can be planned in advance or established ad-hoc as and when

required.

I P Office Preferred Edit ion with VoiceMail Pro com plem ents the built - in conference bridge facilit y on I P Office

system s by allowing part icipants to enter conferences through dedicated num bers, adding guidance prom pts as

well as request ing PI N codes as part icipants enter the conference for security. For exam ple, if conference calls

are regular ly scheduled, VoiceMail Pro can have pre-program m ed Call Flows for weekly conference calls e.g.

every Tuesday between 2pm and 5pm using PI N code 1234 for a sales call, etc. I f m ult iple conference calls are

scheduled, users can select which one they want to at tend via a sim ple m enu. Should users encounter any

issues, calls can be autom at ically routed to the operator for assistance. For addit ional security, if Caller I D

inform at ion is provided by the network VoiceMail Pro can m ake CallerI D checks before allowing calls into a

conference.



I P Office Conferencing Capacity

I P Office provides a flexible conferencing solut ion with 128 conferencing channels on the I P500 and I P500 V2,

allowing m ult iple conferences of any size from 3 to 64 part ies.. This m eans that several conferences of different

sizes can all run at the sam e t im e if the total calls do not exceed the system s conference resources. So the

system will support 42 x 3-party conferences, 2 x 64-party conferences or any com binat ion in between. I P

Office does not im pose lim its on the m ix of internal and external calls in conference, but if all internal

part icipants disconnect from the conference bridge, the external part icipants can be disconnected autom at ically

by the system for added security (configurable system set t ing) .

Notes:

1. Analog Trunk Restr ict ion

I n conferences that include external analog line calls, a m axim um of two analog line calls are allowed per

conference.

2. External Part icipants

Each external caller requires a digital t runk/ VoI P channel ( for exam ple 1 T1 allows 23/ 24 external

part ies, 1 E1 allows 30 part ies and a fully licensed VCM-64 allows 64 part ies) .

3. Use of Conference Resources by Other Features

System features such as call int rusion, call recording and silent m onitor ing all use conference resources,

as does autom at ic recording if enabled. When any of these features are act ive the num ber of slots

available for conference part ies is reduced. For exam ple, a conference call between 3 part ies and being

recorded will use 4 conference slots.

4. The I P5 0 0 Supports 1 2 8 Conference Mem bers

The total capacity of the I P500 V2 is 128 party conference resources. However the rest r ict ion of a

m axim um of 64 part ies in any individual conference st ill applies.

5. Meet - Me Conferencing on I P5 0 0 requires Preferred Edit ion

I P Office I P500 V2 supports basic or ad-hoc conferencing, but if Meet -Me capabilit ies are required the

Upgrade License to I P Office Preferred Edit ion should be purchased for direct dial into a conference

bridge with PI N code security.

Each I P Office unit which should host Meet -Me capabilit ies need their own Preferred Edit ion.

I P Office Standard Conferencing Features

The I P Office provides the following features and benefits relat ing to conferencing:

• No special conferencing equipm ent required

You only need an I P Office system unit with as m any digital t runks/ VoI P channels as external part icipants

(as well as Preferred Edit ion for Meet -Me conferences) .

• Ease of use

Sim ply dial the direct num ber allocated to the conference bridge, type in the PI N if required and you have

joined the conference (PI N codes require Preferred Edit ion/ VoiceMail Pro) .

• Conference control from Avaya Display telephones* , I P Office Phone Manager and Avaya one-

X™ Portal for I P Office

For ad-hoc conferences with a few part icipants, users can easily set up im m ediate conferences by calling

all part ies and bringing them to the conference bridge. With Avaya one- X™ Portal for I P Office , the

originator of the conference can keep cont rol: the Caller I D num ber (and the associated nam e if

recognized) of each part icipant is displayed. I f required, they can select ively hang-up a specific

part icipant .

• Custom ized greet ing

Record a personalized greet ing per conference ( requires Preferred Edit ion/ VoiceMail Pro) .

• Conference entry/ exit tones

Single beep on ent ry/ double beep on exit

• Conference call recording

Manual recording init iated by user on I P Office via Avaya one- X™ Portal for I P Office , Phone

Manager, digital/ I P display phone or a short code ( requires Preferred Edit ion/ VoiceMail Pro)

• Security

To prevent unauthorized access to the conference bridge, PI N codes, Caller I D num ber screening as well

as t im e and date profiles can be set -up using I P Office VoiceMail Pro.

• Privacy

I n cases where the security of calls is cr it ical, in-house conferencing is the only way to ensure pr ivacy.

• Rem ote Managem ent

Allows a single person to m anage the conferencing br idge facilit y from any locat ion. Furtherm ore, the full

I P Office solut ion - phone system , voicem ail, CTI server, router, firewall and DHCP server- can all be

m anaged from a single m anagem ent interface called I P Office Manager.



* Feature supported on 1408/ 1608/ 2410/ 5410/ 4610/ 5610 and 1416/ 1616/ 2420/ 5420/ 5621/ 4621/ 4625 as well

as 9600 Series I P telephones. Note that any internal party has the opt ion to view & drop part icipants (not just

the conference originator) .



Chapter 16. The Contact Center



16. The Contact CenterAvaya provides Custom er Contact solut ions that m eet the needs of the sm all to m id-size business. From the

sm allest com pany that requires basic system perform ance report ing to the larger businesses that need

advanced rout ing and m ult im edia integrat ion with the Custom er Contact Center. Avaya provides I P Office

Custom er Call Reporter as the perfect solut ion to m eet the needs of sm all business custom ers.

Customer Call Reporter

OverviewContact Centers are a requirem ent at nearly every level of business, from very sm all inform al groups of 5 or 10

"custom er service reps", to large form al cam paigns that can involve thousands of agents.

However, custom ers in the sm all business m arket are generally very nervous about m aking such a high profile

investm ent in a "contact center solut ion." They require a "business intelligence solut ion" that deploys easily, can

be m anaged with very lit t le t raining, and can provide stat ist ics on each segm ent of the business. Sm all

businesses also do not have the resources for ext ra I T staff to adm inister databases, servers, etc, so they need

a solut ion that can be easily understood by their own em ployees. I t should operate as a service to each of the

clients.

I P Office Custom er Call Reporter ConceptI P Office Custom er Call Reporter is a server based contact center product designed explicit ly for sm all

businesses. Drawing upon the latest web and design technologies, I P Office Custom er Call Reporter int roduces

significant new capabilit ies to effect ively and efficient ly m anage a single-site call center environm ent . The

product focus is on ease of use and deploym ent sim plicity to ensure im proved ongoing product ivity and lower

support costs.

I n its nat ive web server environm ent the I P Office Custom er Call Reporter can be sim ply installed onto a single

server without the need for any client software deploym ent . Adm inist rat ion and m anagem ent of the call center

is carr ied out via a thin client through a secure password protected web browser session.

I P Office Custom er Call Reporter Key Features• Real t im e Call Center act ivity m onitor and histor ical report ing.

• Microsoft server based with thin client (web browser) client connect ions.

• Sim plified installat ion and m aintenance.

• Supervisor Dashboard which consists of a goal, stat ist ics inform at ion t icker and a set of graph display

panels.

• Seven report ing tem plates provide drag and drop and user defined filter funct ionality.

• Three custom izable Supervisor views and sum m arized Agent views.

• Report Scheduler.

• Custom er Map.

• Mult i- lingual capable.

• Supports up to 30 Supervisors and 150 Agents.

I P Office Custom er Call Reporter Business Benefits• Low er TCO

I P Office Custom er Call Reporter provides sm all businesses with a web based contact center

m easurem ent tool, producing cradle to grave report ing in an easily understandable form at with no client

software to load.

• Standards Based

I P Office Custom er Call Reporter uses standards based applicat ions, such as Microsoft SQL 2005 Express,

and supports all m ajor web browser software, to provide sm all business installers with greater flexibilit y

in deploym ent .

• Ease of Use

I P Office Custom er Call Reporter’s real- t im e charts can be custom ized by the user in the m anner that

suits their business best , with histor ical report ing tem plates that allow the business to filter on the type

of date they want to see.





Ordering I P Office Custom er Call ReporterCustom er Call Reported supports the following m axim um configurat ions for I P Office:

• 150 Agents

• 30 Supervisors

Act ivat ion of I P Office Custom er Call Reporter is provided with the purchase of the I P Office Advanced Edit ion,

the Advanced Edit ion is a specialized call center bundle which also enables the following:

• Contact Store for I P Office (CSI PO) .

• Voicem ail Pro database interact ion ( I VR) .

• Voicem ail Pro Visual Basic Script ing.

• 1 Custom er Call Center Supervisor

Addit ional agents and supervisors can be purchased on top of the Advanced Edit ion

The I P Office has a set t ing in I P Office Manager for designat ing which hunt groups will be reported upon by I P

Office Custom er Call Reporter. Any hunt group that contains an agent who is not properly licensed will not be

able to ret r ieve any report ing on that group ( real- t im e or histor ical) .

I P Office Custom er Call Reporter Server Operat ing System Requirem entsThe Custom er Call Reporter server is supported on the following plat form s:

• Microsoft Windows Server 2008 (All Versions)

• Microsoft Windows Business Server 2003 R2.

• Microsoft Windows Server 2003 SP2.

• Microsoft Windows Server 2003 R2.

I P Office Custom er Call Reporter Server Hardw are Requirem entsThe m inim um server specificat ions are as follows:

• I P Office Custom er Call Reporter server

I ntel Pent ium D 945 core/ AMD Athlon 64 4000+ ; with 2GB RAM and 30 GB free hard disk space.

Note: The I P Office Custom er Call Reporter server can co- reside with a VoiceMail Pro of less than 17 ports.

I P Office Custom er Call Reporter Client Com ponentsThe client applicat ion consists of a secure thin client web browser session to the I P Office Custom er Call

Reporter server that will provide the Supervisor or Agent with a com plete view of the Call Center.

The following web browsers will be supported:

• Microsoft I nternet Explorer 7 and above. I nternet Explorer 8 recom m ended.

• Mozilla Firefox, version 3.0 and above.

• Windows Safari 3.1 and above.

• Apple Safari 3.1 and above.

I P Office Custom er Call Reporter DatabaseThe database has been designed to provide a sim ple table schem a. The database is a Microsoft SQL Server

2008 instance and the I P Office Custom er Call Reporter will be packaged with the Microsoft SQL Server 2008

Express edit ion. I t is recom m ended that any call center that predicts high call usage should understand the

im posed lim itat ions of Microsoft SQL 2008 Express edit ion and consider using the full version of Microsoft SQL

2005 or 2008. Microsoft SQL 2000 is not supported.

The CCR Database is docum ented and open for third part ies to create their own custom reports in Crystal

Reports or any other SQL related applicat ion.



Dashboard

This is the default page shown when a supervisor logs in. I t shows inform at ion graphs for selected queues,

agents and stat ist ics.

Historical Reporting

The I P Office Custom er Call Reporter report ing package has been sim plified to enable the user to easily ret r ieve

the report ing inform at ion they need from one of seven standard drag and drop report tem plates. The I P Office

Custom er Call Reporter offers "cradle to grave" report ing for businesses that want to t rack specifically how a

call was routed through their business. The histor ical report ing is accessed via the Supervisor login.

I P Office Custom er Call Reporter Report Tem platesThe following m ain report tem plates are available with I P Office Custom er Call Reporter:

• Agent Sum m ary Report

This report type details the call act ivity for agents in a queue or for specific agents.

• Call Details Report

The Call Details Report contains details of the total num ber of calls, internal calls (opt ional) , external

outbound calls and the total num ber of external inbound calls.

• Call Sum m ary Report

The Call Sum m ary Report contains details of the total calls presented and answered; the average speed

to answer in percentage and average speed to answer t im e, the num ber of calls overflowed and lost , the

average abandon t im e as well as the grade of service.

• Trace Reports

The Trace Report lists in chronological order all the events, date and t im e stam ped that involved the user

selected.

• Alarm Reports

Alarm reports can be created for the Supervisor Views. All the alarm s for the selected subject are listed

over a user specified t im e period. Totals are included that show the num ber of warning and cr it ical

alarm s received for each unique alarm type included in the report .

• Voicem ail Reports

The report shows the following inform at ion; Total calls answered by the Auto-At tendant (VMPro) , total

calls abandoned ( lost ) in Auto-At tendant , and a table of unique call flow t r igger nam es with a tally of the

num ber of t im es the t r igger has been received (e.g. who pressed 1 for sales in the Auto-At tendant ) .

• Agent Tim e Card Report

This report sum m arizes agent perform ance including t im e logged in, talk t im e, t im e in various states,

calls m ade and answered and agent perform ance. The report does not include internal calls.



Creat ing an I P Office Custom er Call Reporter ReportFrom the seven basic report tem plates within I P Office Custom er Call Reporter, a user can create over 100

different reports depending upon how they want to see the inform at ion that is m ost useful for their business. All

standard report tem plates have com m on fields that can be com pleted to create a report . And when entering

details in a field a wildcard ’* ’ can be used to represent everything. The com m on fields are listed below:

• Report Nam e

The text entered is used as the m ain t it le of the report . I f the report is saved this is the saved nam e of

the report .

• Subject

This is the m ain subject of the report . The drop down list offers a list of report subjects that are pert inent

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 pert inent to the report i.e. All,

Answered, Lost , etc.

• Exclude I nternal

When selected, internal calls are excluded from the report .

• W orking Hours

The start and finish t im e of the working day can be specified using the spin cont rols.

• Group Results by

The drop down list offers a list of display opt ions.

• Scheduled

By default this field is shown as 'Manual'. I f the opt ion 'Scheduled' is selected then addit ional fields are

available:

• Report Form at

The form at that the report is to be produced in can be selected from Adobe, Word, Excel, Rich Text or

Crystal.

• Em ail Address

An em ail address can be entered if the report is to be sent by em ail.

• Printer

The printer path that the report should be sent to.

• Report Period

Select ion of days, weeks or m onths from a list box. The num ber of days or weeks is counted from the

date that the report is first scheduled to be run. Months are from the last full m onths data i.e. if the

report is scheduled in February then January will be the last m onth in the report .

• Report Range

The start and end date for the report .

• Language

I f 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 exact ly the type of inform at ion the custom er is looking for. The filter

field is used to refine the data and offers the following opt ions in a drop down list ; All, Answered, Refused,

Refused Overflowed, Overflowed All, Overflowed Off PBX, Overflowed on PBX, Transferred and Lost Calls. The

default set t ing is all.

Reports can also be scheduled for future delivery to any network pr inter or em ail address in any of the

supported form ats.



I P Office Custom er Call Reporter Report Exam ples

Call Details Report

Call Sum m ary Report



Agent Tim e Card Reprt

Supervisor Wallboard

For the release of I P Office R6, Custom er Call Reporter now provides a browser based wallboard that can be

used in businesses who want to display key stat ist ics in a group area, such as on an LCD television screen.

The wallboard has the abilit y to display all the stat ist ics current ly available within Custom er Call Reporter, but

can also provide two addit ional new features:

• A scrolling m essage board, for im portant m essages during the course of the working day

• A standings or “ leader” board, which displays the top agents for a part icular act ivity during the day

I n addit ion to this, the wallboard can also be custom ized with the com pany’s logo and colors. Also, there is no

lim it to the num ber of stat ist ics that can be displayed (caut ion: adding too m any stat ist ics m ay cause the

displayed stat ist ics to be too sm all to be viewed reasonably) .

W allboard Requirem ents• The wallboard can run on all the supported browsers for Custom er Call Reporter

• Microsoft Silver light is a required plug in that can be downloaded before start ing the wallboard

W allboard LicensingThe Custom er Call Reporter wallboard is based upon the num ber of supervisors licensed within CCR, for each

supervisor license purchased; there can be one instance of the wallboard. I f five supervisor licenses are act ive

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 exam ple, the system m ay have only one wallboard account set up within CCR, but

that sam e account can be used for as m any supervisor licenses that exist on the system .



Real Time Report/ Monitor

Custom er Call Reporter provides real t im e m onitor ing of call center act ivity. This is achieved via a thin client

web browser session logged onto the I P Office Custom er 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 responsibilit ies into different views and com pare the results of those views.

For exam ple, assum e that a call center supervisor is responsible for the following hunt groups in I P Office;

Com puter Sales (201) , Monitor Sales (202) , Warranty Service (203) , and non-Warranty service. The Supervisor

can create two separate views ent it led "sales" and "service" and com pare the num ber of calls, length of call,

etc. This allows a supervisor to see a whole system as it relates to the business funct ion (sales, service) .

The Supervisor views are pr ivate and can only be seen with a login. A view m ay be created that shows the

system with all the agents, specific Hunt Group and Agent stat ist ics as well as Alarm s and Warnings. Each of

the three views are sum m arized and m ade available to any Agents when they login and select their

corresponding Supervisor. An exam ple of the Supervisor real- t im e view is shown below:





Alarm sThe Custom er Call Reporter provides different levels of alarm s for the supervisor and agent to properly m anage

their call center act ivity. As param eters m ove from a norm al to alarm state, the color of the field within the

realt im e view will change depending upon the level of alarm ; white for norm al, yellow for caut ion, red for

alarm , and blue for alarm acknowledged. The following stat ist ics can have alarm s set against them within the I P

Office Custom er Call Reporter:

Stat ist ic Full Nam e Available for W arning/

Alarm Type

Queue Agent

Agent State ( Queue) Tim e > 1-999

Agents ACW > 1-150

Agents Available < 1-150

Agents Logged On < 1-150

Answ ered Calls > 1-999

Answ ered External ( Non- Queue) > 1-999

Answ ered I nternal ( Non- Queue) > 1-999

Answ ered I nternal ( Queue) > 1-999

Average Answ er % < 1-100%

Average Answ er Tim e > 1-600

Average W ait Tim e > 1-600

Busy Not Available > 1-150

Calls W ait ing > 1-999

Current W ait Tim e > 1-600

Grade of Service < 1-100%

I nternal Made > 1-999

Longest W ait Tim e > 1-600

Lost Calls > 1-999

New Messages > 1-999

No Answ er > 1-999

Outbound Calls ( External) > 1-999

Overflow ed Answ ered > 1- 999

Overflow ed Calls > 1-999

Overflow ed Calls W ait ing > 1-999

Overflow ed Lost > 1-999

Queue State Tim e > 1-600

Routed to Other > 1-999

Routed to Voicem ail > 1-999

Transferred > 1-999

Agent ViewI n Custom er Call Reporter, the Agent view is part of the agent report ing 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 alarm s that have been set by the Supervisor.

Call Statistics

The Custom er Call Reporter provides detailed stat ist ics to help sm all businesses understand exact ly where a call

has been within the business. Stat ist ics are m easured against (also refer to the table below) :

• Queues

Points in the call center where a queue form s such as hunt groups.



• Agents

I ndividuals that are m em bers of queue groups who answer the calls.

Stat ist ic Full Nam e Available for ... Call Type [ 1 ] W arning/

Alarm

Type

I nclude Overflow Stat ist ic

Type

Queue/ Agent Ext ' I nt ' From To

Agent Product ivity / > 1-99% Perform ance

Agent State ( Queue) / State

Agent State ( Queue) Tim e / > 1-999 [ 2] State

Agent State ( System ) / State

Agent State ( System ) Tim e / State

Agents ACW / > 1-150 Current

Agents Available / < 1-150 Current

Agents Call Share / Perform ance

Agents Logged On / < 1-150 Current

Agents Present / Current

Agents Ringing / Current

Answ ered Calls / > 1-999 / [ 3] Call Count

Answ ered External ( Non-

Queue)

/ > 1-999 Call Count

Answ ered I nternal ( Non-

Queue)

/ > 1-999 Call Count

Answ ered I nternal ( Queue) / > 1-999 Call Count

Average Answ er % / < 1-100% Perform ance

Average Answ er Tim e / > 1-600 Perform ance

Average W ait Tim e / > 1-600 Perform ance

Busy Not Available / > 1-150 Current

Calls W ait ing / > 1-999 Current

Current W ait Tim e / > 1-600 Perform ance

Grade of Service / < 1-100% Perform ance

I nternal Made / > 1-999 Call Count

Longest W ait Tim e / > 1-600 Perform ance

Lost Calls / > 1-999 / [ 3] Call Count

New Messages / > 1-999 Call Count

No Answ er / > 1-999 / [ 3] Call Count

Outbound Calls ( External) / > 1-999 Call Count

Overflow ed Answ ered / > 1- 999 Call Count

Overflow ed Calls / > 1-999 Call Count

Overflow ed Calls W ait ing / > 1-999 Call Count

Overflow ed Lost / > 1-999 Call Count

Queue State / State

Queue State Tim e / > 1-600 [ 2] State

Routed to Other / > 1-999 Call Count

Routed to Voicem ail / > 1-999 Call Count

Talk Average / > 1-600 Perform ance

Talk I nbound / Perform ance

Talk I nbound Average / Perform ance

Talk I nternal / Perform ance

Talk Outbound / Perform ance

Talk Outbound Average / > 1-600 Perform ance

Talk Total / Perform ance

Transferred / > 1-999 Call Count

Customer Map

The custom er m ap shows the locat ion of callers based on the caller 's num ber. When a caller 's locat ion has been

ident ified , a pin is placed on the m ap at that locat ion. The color of the pin changes with the volum e of calls that

m atch that sam e locat ion. When the caller cannot be resolved beyond just a count ry, a colored but ton is used

instead of a pin. Hovering your cursor over a pin or but ton displays details of the locat ion and the num ber of

callers from that locat ion.

The custom er m ap can use a num ber of different m ap backgrounds. These vary by m ap provider and m ap type.





Chapter 17. Management Utilities



17. Management UtilitiesThis sect ion gives an overview of the m anagem ent applicat ions that are com m on to all I P Office plat form s.

I P Office Manager

I P Office's m ain configurat ion tool.

I P Office Sim plified Manager

A flavor of the I P Office Manager targeted for Sub-20 type deploym ents.

Monitor

A t race ut ilit y for t rouble shoot ing.

SNMP

Alerts and alarm s from I P Office system s to SNMP tools or to SMTP em ail.

System Status Applicat ion ( SSA)

A diagnost ic tool to m onitor and check the status of I P Office system s.

Data Migrat ion Manager ( DMM)

A m igrat ion tool to facilitate configurat ion data from BCM and Norstar®

products to I P Office.

I P Office Manager

This applicat ion is I P Office's m ain configurat ion tool. Using a Windows Graphical User I nterface, Manager

provides an intuit ive interface for installat ion, configurat ion and subsequent m oves and changes. As with all I P

Office applicat ions, the Manager is m ult i- lingual and coupled with the abilit y to use the applicat ion both locally

and rem otely, it is possible for an adm inist rator to m anage any of their I P Offices from any count ry using their

local language preference. Access to each I P Office is protected by passwords and definable user r ights. This

allows Manager to operate according to the individual adm inist rator ’s level of expert ise.

The I P Office Manager operates on a local copy of the I P Office configurat ion file. Configurat ions are prepared

and reviewed 'off line' before com m it t ing to the I P Office. This has the benefit of ensuring a backup copy of the

system configurat ion is always available for disaster recovery.



The I P Office Manager now supports I P Office Essent ial Edit ion Norstar Version and I P Office Essent ial Edit ion

PARTNER®

Version. I n these versions, adm inist rator can m igrate from 2-digit dial plan to a 3-digit dial plan and

vice-versa.

I P Office Simplified Manager for Quick Mode of Operation

I P Office Sim plified Manager runs I P Office in Quick Mode. I P Office Essent ial Edit ion operates in two m odes,

nam ely Quick Mode and Standard Mode. Standard m ode is the current m ode of operat ion of I P Office and is

m anaged using the current Windows GUI based thick client . The Quick Mode is m anaged by the Sim plified

Manager, a flavour of I P Office Manager designed to reduce the installat ion t im es, specifically for Sub-20 type

deploym ents. This is achieved by enabling configurat ion of features im portant for this m arket segm ent . The

Quick Mode further supports two sub-m odes, nam ely Key Telephone System (KTS) Quick Mode and PBX Quick

Mode. Based on the type of the SD card that is installed in the system , I P Office will boot up in one of the two

Sub-Modes.

· µ-LAW SD Card: Default = Essent ial Edit ion KTS Quick Mode: North Am erica and selected CALA

count r ies

· A-LAW SD Card: Default = Essent ial Edit ion PBX Quick Mode: Rest of the World

The I P Office always boots up in Quick Mode by default . An opt ion to m igrate/ restart m anager in I P Office

Standard Mode will be provided. When in Quick Mode the I P Office Manager offers task based configurat ion to

speed up the installat ion process by providing easy and intuit ive m anagem ent .



I P Office has a built - in audit t rail that t racks changes to the system configurat ion, and who has m ade them .

Manager can display the audit t rail to assist with problem resolut ion. The audit t rail records the last 15 changes

in the configurat ion and records the following elem ents:

· Configurat ion Changed - For configurat ion changes, the log will report at a high level on all

configurat ion categories (users, hunt group...) that have been changed.

· Configurat ion Erased

· Configurat ion m erged

· Reboot – user inst igated reboot

· Upgrade

· Cold Start

· Warm Start

· Write at HH: MM – This is when the adm inist rator saved the configurat ion via the schedule opt ion

· Write with I m m ediate Reboot

· Write with Reboot When Free



I P Office Manager is also used for m aintenance funct ions such as:

· Upgrade to the I P Office system software

· System s running 2.1 or later have the added benefit of being able to send software over an I P

network link to a system and have it validated before com m it t ing to the upgrade

· I P Office Manager Release is backwards com pat ible with system s from release 2.1 onwards to allow a

single m anagem ent applicat ion.

· I m port ing and Export ing I P Office configurat ion inform at ion in ACSI I -CSV files. Manager will create

files for the following data

· Configurat ion.csv which is a com plete list of item s as per I P Office Manager and earlier

· Directory.csv containing fields NAME, NUMBER

· HuntGroup.csv containing fields HUNT GROUP NAME, HUNT GROUP EXTENSI ON, GROUP, HUNT,

ROTARY, I DLE, QUEUI NG, VOI CEMAI L, BROADCAST MESSAGES, EMAI L ADDRESS

· License.csv is im port only containing fields LI CENCE OPTI ON, LI CENCE KEY

· ShortCode.csv containing fields SHORT CODE, TELEPHONE NUMBER, FEATURE NAME

· User.csv containing fields NAME, EXTENSI ON NUMBER, USER RI GHT, EMAI L ADDRESS

· User tem plates for rapid program m ing and user r ights for set t ing up user access levels

Monitor

The I P Office Monitor applicat ion is a real- t im e m aintenance ut ilit y to assist with I P Office t rouble-shoot ing. As

the applicat ion connects to the I P Office over an I P connect ion it can be used from both local (LAN) and rem ote

locat ions (WAN) .

A sim ple interface allows an engineer to select which protocols and interfaces are to be m onitored and decoded.

The t race can either be captured direct ly to screen or as a log file for later analysis. Traces from different

protocols can be color coded to im prove the clar ity of large log files. I n addit ion to m onitor ing, the applicat ion

captures system alarm s and will display an act ivity log of the last 20 alarm s that have occurred.



Simple Network Management Protocol (SNMP)

SNMP is an indust ry standard designed to allow the m anagem ent of data equipm ent from different vendors

using a single Network Manager applicat ion. The Network Manager will periodically poll equipm ent to solicit a

response, if no response is received an alarm is raised. I n addit ion to responding to polls, I P Office m onitors the

state of its Extensions, Trunk cards, Expansion Modules and Media cards so that if an error is detected I P Office

will not ify the Network Manager. I P Office allows two separate Network Managers to be configured so that both

a custom ers Network Manager and a Maintainers Network Manager to be not ified of the sam e alarm condit ion.

As the I P Office solut ion com prises m any applicat ions, the core software not ifies SNMP events from both

VoiceMail Pro and Em bedded voicem ail to warn of approaching storage capacity lim its.

I P Office has been tested against Cast leRock's SNMPc-EE™ and HP's Network Node Manager (part of the

OpenView applicat ion suite) .



On custom er sites where SNMP m anagem ent is not available, I P Office can em ail events using up to 3 em ail

addresses each containing a different set of alarm s. The following system event categories can be chosen for

em ail not ificat ion, if installed on the system :

• Generic

• Trunk lines

• Em bedded Messaging Card

• VCM

• Expansion m odules

• Applicat ions

• License

• Phone change

• CSU Loop- Back

I P Office sends em ail not ificat ions direct ly to the em ail server; no addit ional PC client is needed.

System Status Application

The System Status Applicat ion (SSA) is a diagnost ic tool for system m anagers and adm inist rators to m onitor

and check the status of I P Office system s locally or rem otely. SSA shows both the current state of an I P Office

system and details of any problem s that have occurred. The inform at ion reported is a com binat ion of real- t im e

events, histor ical events, status and configurat ion data to assist fault finding and diagnosis. SSA provides real-

t im e status, histor ic ut ilizat ion and alarm inform at ion for ports, m odules and expansion cards on the system .

SSA connects to all var iants of I P Office running release 4.0, using an I P connect ion that can be rem ote or local.

Modem connect ions at 14.4kbps or above are supported for rem ote diagnost ics.

SSA provides inform at ion on the following:

• Alarm s

SSA displays all alarm s which are recorded within I P Office for each device in error. The num ber, date

and t im e of the occurrence is recorded. The last 50 alarm s are stored within I P Office to avoid need for

local PC.

• Call Details

I nform at ion on incom ing and outgoing calls, including call length, call I D and rout ing inform at ion.



• Extensions

SSA details all extensions ( including device type and port locat ion) on the I P Office system . I nform at ion

on the current status of a device is also displayed.

• Trunks

I P Office t runks and connect ions (VoI P, analog and digital) and their current status are displayed. For

VoI P t runks, QoS inform at ion is also displayed (e.g. round t r ip delay, j it ter and packet loss) .

• System Resources

I P Office includes cent ral resources that are ut ilized to perform various funct ions. Diagnosing these

resources is often cr it ical to the successful operat ion of the system . This includes details on resources for

VCM, Voicem ail and conferencing.

• QoS Monitoring

QoS Param eters from connected calls, such as j it ter and roundt r ip delay, are m onitored.

SSA can be launched independent ly or from I P Office Manager and there can be up to two (2) SSA clients

connected to an I P Office unit at one t im e.

Note: SSA is not a configurat ion tool for I P Office system s. For inform at ion on configurat ion, refer to I P Office

Manager.

Data Migration Manager

The Data Migrat ion Manager (DMM) is a m igrat ion tool designed to facilitate quick and easy m igrat ion from

other products like BCM and Norstar to I P Office. The DMM tool is launched independent ly of the source and

target applicat ions. There are three m ain steps in the m igrat ion process.

1. Ext ract : This step includes specificat ion of the source from which you intend to ext ract the configurat ion data

file as well as other data including voicem ails, greet ings, recorded nam es etc.



1. This step includes convert ing the data in the form at of the source product to the form at of the

dest inat ion product . For exam ple convert data that is understood by BCM to data that is understood by

I P Office.



2. Apply:

This step includes applying the configurat ion to the dest inat ion product , which is always I P Office.

Data Migrat ion Manager will elim inate the need to re- record announcem ents and greet ings when t ransit ioning

from BCM or Norstar to I P Office. DMM will ext ract Nortel Call Pilot configurat ion and t ranslate it into I P Office

set t ings while m oving greet ings, announcem ents and voicem ail m essages off BCM/ Norstar to I P Office. This will

create a st rong com pet it ive advantage and reduce the installat ion t im es significant ly.

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

• CI CS, MI CS 7.x

• Call Pilot 100/ 150 3.1

I P Office 7 .0 and later

• Standard Mode

• Norstar Mode

• PARTNER Mode

I P500 V2 cont rol unit required



Chapter 18. IP Office CountryAvailability



18. I P Office Country AvailabilityI P Office Country Availability

Country AvailabilityI P Office is available from dist r ibut ion partners in the following count r ies. Please refer to your count ry pr ice list

for the availabilit y of individual item s.

• Argentina

• Brazil

• Canada

• Chile

• Mexico

• Peru

• USA

• Austria

• Bahrain

• Belgium

• Bulgaria

• Croatia

• Cyprus

• Czech Republic

• Denmark

• Estonia

• Egypt

• Finland

• France

• Germany

• Greece

• Hungary

• Iceland

• Ireland

• Israel

• Italy

• Kuwait

• Latvia

• Liechtenstein

• Lithuania

• Luxembourg

• Malta

• Morocco

• Netherlands

• Norway

• Poland

• Portugal

• Romania

• Russian Federation

• Saudi Arabia

• Slovak Republic

• Slovenia

• Slovakia

• South Africa

• Spain

• Sweden

• Switzerland

• Turkey

• UAE

• United Kingdom

• Australia

• China

• Hong Kong

• India

• New Zealand

• South Korea

• Taiwan

• Indonesia

• Macau

• Philippines

• Singapore

• Sri Lanka

• Thailand



Chapter 19. TAPI Functions Supportedby IP Office



19. TAPI Functions Supported by I P OfficeTAPI 2.1 Functions Supported

TAPI Link Lite provides the following funct ionality for TAPI 2.1:

• lineAddToConference

• lineAnswer

• lineBlindt ransfer

• lineCom pleteTransfer

• lineConfigDialog

• lineClose

• lineDeallocateCall

• lineDial

• lineDrop

• lineGetAddressCaps

• lineGetAddressI D

• lineGetAddressStatus

• lineGetAppPrior ity

• lineGetCallI nfo

• lineGetCallStatus

• lineGetDevCaps

• lineGet I D

• lineGetLineDevStatus

• lineHold

• lineI nit ialiseEx

• lineMakeCall

• lineNegot iateTAPI Version

• lineOpen

• linePark

• lineRedirect

• lineRem oveFrom Conference

• lineSetAppPrior ity

• lineSetAppSpecific

• lineSetCallPrivilege

• lineSetStatusMessages

• lineSetupTransfer

• lineShutdown

• lineSwapHold

• lineUnhold

• lineUnpark

• lineSetCallData

• lineDevSpecific

• lineGenerateDigits

• lineGenerateTone

• lineMonitorDigits

• lineMonitorTones

TAPI 3.0 functions supported

The following funct ions are supported using TAPI 3.0:

• I TTAPI

• I nit ialize

• Shutdown

• Enum erateAddresses

• RegisterCallNot ificat ions

• Put_EventFilter

• I TAddress

• get_AddressNam e

• get_dialableAddress

• get_ServiceProviderNam e

• CreateCall

• I TMediaSupport

• get_MediaTypes

• I TCallI nfo

• get_Address

• get_CallState

• get_CallI nfoSt r ing

• SetCallI nfoBuffer

• I TBasicCallControl

• Connect

• Answer

• Disconnect

• Hold

• SwapHold

• ParkDirect

• Unpark

• BlindTransfer

• Transfer

• I TCallStateEvent

• get_Cause

• get_State

• get_Call

• I TCallNot ificat ionEvent

• get_Call

• I TCallI nfoChangeEvent

• get_Call

• I TCallHubEvent

• get_Event

• get_Call

Notes:

• TAPI Link Lite can be used from C, C+ + and Delphi. Visual Basic cannot direct ly use TAPI 2.1, but does

support TAPI 3.0 without any third-party tools.

• TAPI Link Lite provides detailed inform at ion on telephony events, including the abilit y to screen-pop based

on CLI and/ or DDI .



Device-Specific Data

The following table shows the device specific data available via TAPI .

• Phone's extension num ber

• Forward on busy flag

• Forward on no answer flag

• Forward uncondit ional flag

• Forward hunt group flag

• Do not disturb flag

• Outgoing call bar flag

• Call wait ing on flag

• Voicem ail on flag

• Voicem ail r ing-back flag

• Num ber of voicem ail m essages

• Num ber of unread voicem ail m essages

• Outside call sequence num ber

• I nside call sequence num ber

• Ring back sequence num ber

• No answer t im eout period

• Wrap up t im e period

• Can int rude flag

• Cannot be int ruded upon flag

• X directory flag

• Force login flag

• Login code flag

• System phone flag

• Absent m essage id

• Absent m essage set flag

• Voicem ail em ail m ode

• User's extension num ber

• Users Locale

• Forward num ber

• Follow m e num ber

• Absent text

• Do not disturb except ion list

• Forward on busy num ber

• User's pr ior ity

• Num ber of groups the user is a m em ber of

• Num ber of groups that the user is a m em ber of that

are current ly outside their t im e profile

• Num ber of groups the user is current ly disabled from


are current ly out of service


are current ly on night service



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 Voicem ail disallow

2 B call id 27 Sending com plete

3 A state 28 Bc.tc,bc.tm

4 B state 29 Owner hunt group nam e

5 A connected 30 Original hunt group nam e

6 A is m usic 31 Original user nam e

7 B connected 32 Target hunt group nam e

8 B is m usic 33 Target user nam e

9 A nam e 34 Target RAS nam e

10 B nam e 35 I s internal call

11 B list (possible targets for the call) 36 Tim e stam p

12 A slot ,channel 37 Connected t im e

13 B slot , channel 38 Ring t im e

14 Called party presentat ion and type 39 Connected durat ion

15 Called party num ber 40 Ring durat ion

16 Calling party presentat ion and type 41 Locale

17 Calling party num ber 42 Park slot num ber

18 Called sub address 43 Call wait ing

19 Calling sub address 44 Tag

20 Dialled party type 45 Transferr ing

21 Dialled party num ber 46 Sv act ive

22 Keypad type 47 Sv quota used

23 Keypad num ber 48 Sv quota t im e

24 Ring at tem pt count 49 Account code

25 Cause 50 Unique call ident ifier

# 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 ident ifier 3 Unique call ident ifier



Chapter 20. Technical Specifications



20. Technical SpecificationsPC requirem ents and specifiacat ions of the various I P Office applicat ions can be found in a separate docum ent

in the I P Office sect ion of support .avaya.com.

Dim ensions

Unit Dim ensions ( m m / inches) W idth Height Depth

I P500 and I P500V2 445m m m / 17.5" 73m m / 2.9" 365m m / 14.4"

• The recom m ended m inim um clearance, front and rear, for the connect ion of cables and other devices is

75m m / 3".

W eight

Unit W eight

I P500 Cont rol Unit 3.2Kg/ 7.0lbs

I P 500 V2 Cont rol Unit 3.2Kg/ 7.0lbs

I P412 Cont rol 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



Environm ental

• 0° C to + 40° C (32° F to 104° F) . 95% relat ive hum idity, non-condensing.

Call CapacityBusy Hour Call Com plete (BHCC) is a m easure used to test I P Office system s under a high call load. For BHCC

tests, each incom ing call r ings for 5 seconds, is answered and stays connected for 6 seconds. The BHCC figures

for the different I P Office cont rol units are listed below. Note that in som e cases the BHCC figure achievable will

be lim ited by the num ber of incom ing t runks supported.

• I P500 = 36000.

• I P500 V2 = 36000.



Telephone Extension Cable Lengths

The following table details the m axim um cable lengths supported for the telephone ranges. These figures

assum e that standard twisted-pair telephone cable or CAT5 network cable is used.

Telephone

Unshielded Tw isted- Pair ( UTP) - 5 0 nf/ Km

CW 1 3 0 8AW G2 2

( 0 .6 5 m m )

AW G2 4

( 0 .5 m m )

AW G2 6

( 0 .4 m m )

1600/ 9600 SeriesNA determ ined by

network

NA determ ined

by network

NA

determ ined

by network

NA determ ined

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 Dissipat ionNote that the above num bers are for reference only. For pract ical purposes, for exam ple the calculat ion of heat

dissipat ion, it is recom m ended to base environm ental requirem ents ( for exam ple air cooling or UPS rat ings) on

the m axim um input rat ing of the power supplies of the planned I P Office configurat ion, as follows.

I n order to calculate the m axim um , that is worst case, am ount of heat that can be generated by an I P Office

system , it is assum ed that all input power is converted to heat ; whether from the PSU itself, the system unit ,

expansion m odule and/ or cabling.

Heat dissipat ion is norm ally m easured in Brit ish Therm al Units (BTU's) . A heat value expressed in Wat ts can be

converted to BTU/ hr by m ult iplying by 3.41297. As indicated above, you should use the m axim um power input

of 115 VA of each power supply to calculate this m ost accurately.

Using the conversion factor:

• Heat Dissipat ion = 115 x 3.41297 = 392.5 BTU/ hour.

The m et r ic equivalent to BTU is a Joule where 1 BTU = 1,055 Joules.

This calculates the BTU value per power supply. The m axim um BTU per system is therefore calculated, based

on total num ber of power supplies installed in the system .

• I P500 V2 Maxim um Heat Dissipat ion = 13 x 392.5 = 5,103 BTU/ hr.

Rem em ber to budget for the power requirem ents of any addit ional devices that are to be co- located with the I P

Office such as server PC's (voicem ail, etc) .



Pow er Supply• I nput

• I P Office 5 0 0 V2 and I P Office 5 0 0 System Unit : I EC AC inlet socket . 100-240V AC, 50/ 60Hz,

81-115VA, 2.5A m axim um .

• Pow er Supply Units: All CE/ UL/ Dentori Safety Approved.

• Standard 4 0 W Pow er Supply Unit (All cont rol and expansion units unless otherwise indicated)

Supplied with the cont rol or expansion unit . 40W PSU with integral lead to the unit . Connect ion to

switched m ains supply requires separately supplied count ry specific I EC 60320 C7 power cord

(2-wire figure 8 connector) .

• I nput : 100-240V AC, 50/ 60Hz, 81-115VA, 2A m axim um .

• Output : 24Vdc, 1.875A, output power 45W m axim um .

• I P Office 5 0 0 8 0 W internal Pow er Supply

I ntegral to the System Unit . Connect ion to switched m ains supply requires separately supplied

count ry specific I EC 60320 C13 power cord (3-wire earthed cold ket t le lead) .

• I nput : 100-240V AC, 50/ 60Hz, 81-115VA, 2.5A m axim um .

I nterfaces

I nterface I nform at ion

DTE Port • 9 way D- type D-Type fem ale connector: V.24/ V.28.

I SDN Ports EU I nterfaces:

• BRI :

RJ45 sockets. ETSI T-Bus I nterface to CTR3 for Pan European Connect ion.

• PRI E1:

RJ45 socket . ETSI T-Bus I nterface to CTR4 for Pan European Connect ion.

• PRI T1/ J1:

RJ45 socket : FCC Part 68/ JATE connect ion.

USA I nterfaces:

• PRI T1 Service:

Ground Start (GS) – Default , E&M, 56k data for 5ESS, 56/ 64/ 64 rest r icted for

4ESS.

• PRI I SDN Switch support :

4ESS, 5ESS, DMS-100, DMS-250 ( includes conform ance to ANSI T1.607 and

Bellcore Special Report SR4287, 1992) .

• PRI I SDN Services:

AT&T Megacom 800, AT&T WATS (4ESS) , AT&T SDS Accunet 56kB/ s and 64kB/ s

(4ESS) , AT&T Mult iquest (4ESS) .

Analog Trunk Ports • RJ45 sockets: Loop start / Ground start ( regional dependant )

Pow er Fail Ports • RJ45 sockets:

I SDN

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 : 25m A.

• Ring Voltage: 40V (nom inal) RMS.

LAN • RJ45 sockets. Auto-negot iat ing 10/ 100 BaseT Ethernet (10/ 100Mbps) .

W AN • I P406 V2 and I P412: 37 way D-Type fem ale sockets. X.21 interface to 2048k bps,

V.35 interface to 2048Kbps and V.24 I nterface to 19.2Kbps.

Audio • 3.5m m Stereo Jack socket . I nput im pedance - 10k / channel.

• Maxim um AC signal – 200m V rm s.

External

Output Port• 3.5m m Stereo Jack socket . Switching Capacity - 0.7A.

• Maxim um Voltage - 55V DC. On state resistance - 0.7.

• Short circuit current - 1A. Reverse circuit current capacity - 1.4A.

Em bedded Voice

Mem ory• I P406 V2 and I P500: 512MB Com pact Flash m em ory card.



Protocols

Protocol RFC I nform at ion

V120 - A standard Rate Adaptat ion m echanism .

V110 - A standard Rate Adaptat ion m echanism .

PPP RFC1661 Point to Point Protocol.

LCP RFC1570 Link Cont rol Protocol.

MP RFC1990 Mult i-Link (Point to Point ) Protocol.

I PCP RFC1332 I nternet Protocol Cont rol Protocol.

PAP RFC1334 Password Authent icat ion Protocol.

RTP/ RTCP RFC1889 Real Tim e and Real Tim e Cont rol Protocol.

CHAP RFC1994 Challenge Handshake Authent icat ion Protocol.

CCP RFC1962 Com pression Cont rol Protocol.

STAC RFC1974 STAC LZS Com pression Protocol.

MPPC RFC2118 Microsoft Point to Point Com pression (Protocol) .

BACP RFC2125 Bandwidth Allocat ion Cont rol Protocol.

UDP RFC768 User Datagram Protocol.

I P RFC791 I nternet Protocol.

TCP RFC793 Transm ission Cont rol Protocol.

DHCP RFC1533 Dynam ic Host Cont rol Protocol.

NAT RFC1631 Network Address Translat ion.

BOOTP RFC951 Bootst rap Protocol.

TFTP RFC1350 Trivial File Transfer Protocol.

NTP RFC868 Network Tim e Protocol.

SNMPv1 RFC1157 Sim ple Network Managem ent Protocol. (STD15)

RFC1155 Structure and ident ificat ion of m anagem ent inform at ion for TCP/ I P

based internets. (STD16)

RFC1212 Concise MI B Definit ions. (STD16)

RFC1215 A convent ion for defining t raps for use with SNMP.

MI B- I I RFC1213 Managm ent I nform at ion base for network m anagem ent of TCP/ I P

based internets: MI B- I I . (STD17)

ENTI TY MI B RFC2737 Ent ity MI B (Version 2) .

RI P RFC1058 Rout ing I nform at ion Protocol.

RFC2453 RI P Version 2. (STD56)

RFC1722 RI P Version 2 Protocol Applicabilit y Statem ent . (STD57)

I PSec RFC2401 Security Architecture for the I nternet Protocol.

RFC2402 I P Authent icat ion 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 I V.

RFC2406 I P Encapsulat ion Security Payload. (ESP)

RFC2407 The I nternet I P Security Dom ain of I nterpolat ion for I SAKMP.

RFC2408 I nternet Security Associat ion and Key Managem ent Protocol.

RFC2409 The I nternet Key Exchange.

RFC2410 The NULL Encrypt ion Algorithm and its Use with I PSec.

RFC2411 I P Security Docum ent Roadm ap.

L2TP RFC2661 Layer Two Tunneling Protocol "L2TP".

RFC3193 Securing L2TP using I PSec.

Header Com pression RFC2507 I P Header Com pression ( I PHC) .

RFC2508 Com pressing I P/ UDP/ RTP Headers for Low-Speed Serial Links.

RFC2509 I P Header Com pression over PPP.

DiffServ RFC2474 Definit ion of the Different iated Services Field (DS Field) in the I Pv4

and I Pv6 Headers.

PPP MP RFC1990 The PPP Mult ilink Protocol (MP) .

Fram e Relay Encapsulat ion RFC1490 Mult i protocol I nterconnect over Fram e Relay.



Protocol RFC I nform at ion

ML-PPP RFC2686 The Mult i-Class Extension to Mult i-Link PPP.

Session I nit iat ion Protocol

• Rec. E.164 [ 2] - I TU-T Recom m endat ion E.164: The internat ional public telecom m unicat ion num bering

plan

• RFC 2833 [ 7] - RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals

• RFC 3261 [ 8] - SI P: Session I nit iat ion Protocol

• RFC 3263 [ 10] - Session I nit iat ion Protocol (SI P) : Locat ing SI P Servers

• RFC 3264 [ 11] - An Offer/ Answer Model with Session Descript ion Protocol (SDP)

• RFC 3323 [ 14] - A Privacy Mechanism for the Session I nit iat ion Protocol (SI P)

• RFC 3489 [ 18] - STUN - Sim ple Traversal of User Datagram Protocol (UDP) Through Network Address

Translators (NATs)

• RFC 3824 [ 24] - Using E.164 num bers with the Session I nit iat ion Protocol (SI P)

• RFC 1889 – RTP

• RFC 1890 - RTP Audio

• RFC 4566 – SDP

• RFC 3265 - Event Not ificat ion

• RFC 3515 - SI P Refer

• RFC 3842 - Message Wait ing

• RFC 3310 – Authent ificat ion

• RFC 2976 – I NFO

• RFC 3323 - Privacy for SI P (PAI ) and draft - iet f-sip-pr ivacy-04 (RPI D)



Chapter 21. Licenses



21. LicensesMany solut ions, applicat ions and features on I P Office system s are licensed and only operate when a valid

license is detected. This includes features within I P Office applicat ions running on PCs connected to the I P Office

system.

Licenses are 32 character st r ings derived from a unique serial num ber for the I P Office system which will be

using the license. The unique serial num ber is taken from the Feature Key device fit ted to the I P Office system .

• I P5 0 0 Sm art Card Feature Key

For I P500 I P Office cont rol units, the serial num ber is based on the Sm art Card Feature Key fit ted to the

cont rol unit . A Sm art Card Feature key is m andatory on all I P500 cont rol units for correct operat ion of

the unit regardless of whether the unit is using any licenses.

• I P5 0 0 V2 SD Card Feature Key

For I P500 V2 cont rol units, the serial num ber is based on the System SD Card Feature Key fit ted to the

cont rol unit . A System SD Card Feature key is m andatory on all I P500 V2 cont rol units for correct

operat ion of the unit regardless of whether the unit is using any licenses.

There are three types of System SD card available, which define the default operat ing m ode:

• System SD CARD A- LAW

• System SD CARD MU- LAW

• System SD CARD PARTNER

• System SD CARD NORSTAR

For licensing each I P Office cont rol unit m ust have its own Feature Key and licenses. The Feature Key

associated with one I P Office system cannot be used to validate the licenses of another I P Office system .

Since licenses are based on the serial num ber of the Feature Key, they cannot be m oved between system s with

different Feature Keys. I f a Feature Key is lost the license will becom e invalid. I f it is necessary to exchange a

Feature Key due dam age or upgrade then the exist ing key and licenses can be exchanged ( license swap)

through the Avaya Direct I nternat ional (ADI ) website (ht tps: / / adi.avaya.com ) .

Som e licenses enable a num ber of ports, channels or users. Depending on the part icular license, each

supported instance m ay be consum ed either when it is configured for use or alternat ively 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, m ult iple licenses can be added to give a higher num ber of

supported ports, channels or users. However licenses above the capacity supported by the part icular I P Office

cont rol unit will not work.

The following sect ions detail the current individual I P Office licenses. The actual licenses are indicated by a

icon and the following inform at ion:

• License Nam e in I P Office Configurat ion: Avaya orderable part nam e (Material Code)

License descript ion.

I P Office Upgrade LicenseFrom Release 6 onwards I P Office needs a valid Release Ent it lem ent to run. For new I P500 V2 system s the

Release Ent it lem ent will be free of charge delivered with the SD Card. To upgrade an older I P Office system to

Release 7.0 an Upgrade license is required.

• Upgrading to Release 7 .0 – up to 3 2 users: I PO LI C UPG R7.0 SML (262645) Single cont rol unit with no external expansion m odules.

• Upgrading to Release 7 .0 – m ore than 3 2 users: I PO LI C UPG R7.0 (262644)



I P Office Group Collaborat ion Licenses

I P Office Preferred Edit ionThe following license is supported on all current I P Office cont rol units.

• Preferred Edit ion: I PO LI C PREFRD (VM PRO) RFA LI C: DS (171991) I n part icular, this license enables:

• advanced m essaging

• m ult i- level autom ated at tendant

• secure m eet -m e conferencing

• call recording

• condit ional call rout ing

• Text to Speech (TTS) for e-m ail reading for users with appropriate User profiles

• queue announcem ents

This system license enables VoiceMail Pro and provides the init ial 4 ports.

I P Office Preferred Edit ion Messaging (VoiceMail Pro) is a m essaging server applicat ion that runs on a

Windows server PC. I t is enabled through the Preferred Edit ion license (see above) . Messaging services to

m ult iple I P Offices can be supported when they are connected in an I P Office Sm all Com m unity Network

(SCN) . I n this cent ralized voicem ail scenario, only the cent ral I P Office requires the Preferred Edit ion

license. The other I P Offices within the network do not require a Preferred Edit ion license. However, from

Release 6 onwards due to load balancing, capacity increase and resilience reasons it is possible to have

m ore than one Preferred Edit ion License in the SCN.

By default Preferred Edit ion provides standard voicem ail m ailbox funct ions to all I P Office users and hunt

groups plus support for call recording and call wait ing announcem ents to callers. A range of addit ional

features can be enabled by further licenses.

• Addit ional Messaging Ports Licenses

The Preferred Edit ion license includes support for 4 m essaging ports. The total num ber of m essaging

ports supported can be increased by adding com binat ions of the following licenses, at the t im e of

purchase or later, up to the m axim um supported by the part icular I P Office cont rol unit ( I P500/ I P500 V2

= 40) .

• Addit ional Messaging ( 2 Ports) : I PO LI C VM PRO RFA 2 LI C: CU (174459)• Addit ional Messaging ( 4 Ports) : I PO LI C VM PRO RFA 4 LI C: CU (174460)• Addit ional Messaging ( 8 Ports) : I PO LI C VM PRO RFA 8 LI C: CU (174461)

• Addit ional Messaging Pro ( 1 6 Ports) : I PO LI C VM PRO RFA 16 LI C: CU (174462)

• Messaging Feature Licenses

The Advanced Edit ion license provides Custom er Call Reporter, ContactStore Call Recording Library,

I nteract ive Voice Response ( I VR) , Visual Basic scr ipt ing and generic Text -To-Speech (TTS) . The following

licenses enable specific Messaging features beyond those already provided with Advanced Edit ion. These

addit ional licenses all require the Preferred Edit ion (Voicem ail Pro) license as a pre- requisite.

• UMS W eb Services Licenses (also enabled by the “Teleworker” and "Power User" licenses)

UMS (Unified Messaging Server) allows users to access the m essages in their Voicem ail Pro m ailbox

via either a web browser ( requires I I S on the Voicem ail Pro server) , using a I MAP com pat ible em ail

applicat ion or using Microsoft Exchange Server 2007 m essage store. The total num ber of users

supported is set by adding com binat ions of the following licenses. Note that a license is consum ed

for each user configured for UMS access.

• UMS W eb Services - 1 User License: I PO LI C VMPRO UMS 1 USER (217880)

• Messaging Recordings Adm inist rators License: I PO LI C CONTACTSTORE RFA LI C: DS(187166) (also included in the "Advanced Edit ion" license)

As standard, Preferred Edit ion supports autom at ic and or m anual call recording to specified

m ailboxes. Also provided as part of Advanced Edit ion, this license allows Preferred Edit ion to use a

3rd-party applicat ion to support the storage and adm inist rat ion of call recordings. Current ly the

supported applicat ion for this is ContactStore for I P Office. When used m anual and or autom at ic

records calls can be routed (along with the call details) to the ContactStore applicat ions database for

storage and ret r ieval when required.

• Text to Speech ( TTS) Licenses

TTS can be used within custom ized voicem ail call flows to speak inform at ion to callers rather than

having to record prom pts for the call flow or speak results of I VR queries. Two opt ions are supported

for TTS operat ion:

• As part of the Advanced Edit ion, that enables the use of the default Text -To-Speech (TTS)

speech engine supplied as part of Windows operat ing system or any other SAPI com pliant

speech engine. This allows the creat ion of autom ated call flows that speak results of I VR

queries. Eight (8) licenses are provided with the Advanced Edit ion system license.



• Messaging TTS ( ScanSoft ) License: I PO LI C AVAYA TTS RFA 1 LI C: CU (182299)This license enables the use of the TTS speech engines supplied as part of the I P Office

Voicem ail Pro software set . Mult iple licenses can com bined for the num ber of sim ultaneous uses

of TTS required up to the num ber of voicem ail channels licensed.

• Netw orked Messaging License: I PO LI C NTWKD MSGI NG RFA LI C: DS (182297)Voicem ail Pro Networked Messaging (VPNM) can be used between separate I P Office system s,

each with their own Voicem ail Pro server, to exchange m essages left for different m ailboxes.

This opt ion is not supported within a Sm all Com m unity Network (SCN) but can be used between

separate SCN networks.

I P Office Advanced Edit ion ( Release 6 onw ards)• Advanced Edit ion: I PO LI C R6 ADV EDI TI ON RFA LI C: DS (229424)

I n part icular, this license enables:

• I P Office Custom er Call Report ing (CCR) including 1 supervisor.

• ContactStore Call Recording Library

• I nteract ive Voice Response ( I VR) with external databases

• Visual Basic Script ing

• 8 ports of Text - to-Speech (TTS) to allow database queries using I VR to be read over the phone.

• The Advanced Edit ion needs a valid Preferred Edit ion license as a pre- requisite to run.

Essent ia l Edit ion Addit ional Voicem ail Ports License ( I P5 0 0 V2 only)Essent ial Edit ion provides em bedded m essaging does not require the presence of a license. However, from

Release 6 onwards each I P500 V2 system supports Essent ial Edit ion by default with 2 ports of voicem ail

enabled. This can be expanded up to 6 channels through licenses in steps of two.

• Addit ional Em bedded Messaging ( 2 Ports) : I PO LI C R6 ESSNTL EDI TI ON ADD 2 (229423)



I P Office User Profile LicensesThe following chart shows an overview of the funct ions of each User Profile. For users in an Sm all Com m unity

Network (SCN) , when they hot desk to another I P Office system , they retain their licensed profile set t ing as

configured on their hom e system with the except ion of Recept ionist .

User

Profile

Funct ionality Enabled

Mailbox Mobility Avaya

one- X™

Portal for

I P Office

Softphon

e

Unified

Messagin

g

Text - to-

Speech

( Generic)

for em ail

reading

Soft

Console

CCR

Agent

CCR

Supervis

or

Basic User

Office

W orker

Telew orker

Mobile User

Pow er User

Add ons

Recept ionist

Custom er

Service

Agent

Custom er

Service

Supervisor

Basic UserThis funct ionality would be suitable for com m on areas (e.g. m eet ing room s) or users with less com m unicat ion

needs. A basic user has all basic core funct ions enabled, including m ailbox and VPN phone usage. This is the

default funct ionality for users on the system when no licenses are applied.

Mobile W orkerThis User Profile is targeted at users with m obile devices and no internet connect ion to the office, e.g. field

sales and service staff who are often on the road. They are provided with funct ions such as one num ber access

and call cont rol as if " in the office" , enabling them to never m iss a call.

The Mobile Worker license enables a user to be configured to use the I P Office Mobilit y features. Those features

include Mobile Twinning, Mobile Call Cont rol ( I P500 only) , one-X Mobile Client and use of Text to Speech (TTS)

for listening to your em ails rem otely. The license instances are consum ed by a user being configured for any

m obilit y feature.

Release 6 onwards

• Mobile W orker License - 1 User: I PO LI C R6+ MOBI LE WORKER 1 (229434)• Mobile W orker License - 5 Users: I PO LI C R6+ MOBI LE WORKER 5 (229435)

• Mobile W orker License - 2 0 Users: I PO LI C R6+ MOBI LE WORKER 20 (229436)

Office W orkerThis User Profile is targeted at users who are working in the office. I n conjunct ion with a wired or wireless

Avaya Phone, they are provided with funct ions to cont rol their com m unicat ion with a PC e.g. cont rol audio

conferences or enabling them to cont rol the voicem ails with an e-m ail client ( this requires Preferred Edit ion) .

The Office Worker license enables a user to use Unified Messaging Service (UMS) and one-X Portal for I P Office

(without Telecom m uter funct ionality) . The license instances are consum ed for each user being configured.

• Office W orker License - 1 User: I PO LI C R6 OFF WORKER RFA 1 (229438)• Office W orker License - 5 Users: I PO LI C R6 OFF WORKER RFA 5 (229439)

• Office W orker License - 2 0 Users: I PO LI C R6 OFF WORKER RFA 20 (229440)

Telew orkerThis User Profile is targeted at users who are working from hom e (or elsewhere) with I nternet connect ion to the

office. They are provided with the abilit y to leverage the PSTN/ I SDN via Telecom m uter m ode, without incurr ing

any rem ote phone charges. Alternat ively the new I P Office Softphone can be used if the quality of service of the

local internet connect ion is adequate.



The Teleworker license enables a user to use one-X Portal for I P Office and the I P Office Video Softphone. UMS

funct ionality for voicem ail/ em ail integrat ion is also enabled, providing synchronizat ion with any I MAP e-m ail

client ( this requires Preferred Edit ion) . The license instances are consum ed for each user being configured.

Release 6 onwards

• Telew orker License - 1 User: I PO LI C R6 TELEWORKER 1 (229430)• Telew orker License - 5 Users: I PO LI C R6 TELEWORKER 5 (229431)

• Telew orker License - 2 0 Users: I PO LI C R6 TELEWORKER 20 (229432)

Pow er UserThis User Profile is targeted at key knowledge workers with the need for both Mobile Worker and Teleworker

funct ionality.

The Power User license enables a user to use one-X Portal for I P Office, Softphone, all Mobilit y features and

Unified Messaging Service (UMS) . The license instances are consum ed for each user being configured.

Release 6 onwards

• Pow er User License - 1 User: I PO LI C R6 PWR USER 1 (229426)• Pow er User License - 5 Users: I PO LI C R6 PWR USER 5 (229427)

• Pow er User License - 2 0 Users: I PO LI C R6 PWR USER 20 (229428)

Recept ionistThis User profile is targeted at operators/ recept ionists and provides a visual PC interface for call handling and

m anagem ent for m ult iple sites. Up to 4 of these users are supported on each site.

The Recept ionist license enables a user to use I P Office SoftConsole. This is a Windows PC applicat ion intended

for recept ionists and operators. Up to 4 SoftConsoles can be licensed on a single I P Office system .

• Recept ionist User License: I PO LI C RECEPTI ONI ST RFA LI C: CU (171987)

Enables the 1st instance and subsequent instances of the PC-based operator console. Addit ional licenses

can be added for up to 4 SoftConsoles running at any t im e.

Custom er Service AgentThis User Profile is targeted at em ployees who are responsible for fielding custom er service calls. This agent

license enables a user to use I P Office Custom er Call Reporter. I t provides them with a web browser interface to

view key stat ist ics in real- t im e and also allows supervisor to t rack their perform ance with I P Office Custom er

Call Reporter. Up to 150 agents can be licensed on I P Office Custom er Call Reporter.

• Custom er Service Agent License - 1 User: I PO LI C CUSTMR SVC AGT RFA 1 (217650)• Custom er Service Agent License - 5 Users: I PO LI C CUSTMR SVC AGT RFA 5 (217651)

• Custom er Service Agent License - 2 0 Users: I PO LI C CUSTMR SVC AGT RFA 20 (217653)

Custom er Service SupervisorThis User Profile enables service supervisors to t rack, m easure and create reports for agent (or a group of

agents) product ivity via a web browser interface. This supervisor license enables a supervisor to use I P Office

Custom er Call Reporter. Up to 30 supervisors can be licensed on I P Office Custom er Call Reporter.

• Custom er Service Supervisor License - 1 User : I PO LI C R6 CUSTMR SVC SPV 1 (229442) Release6 onwards

CCC to CCR Migrat ionThis upgrade license will convert ALL Com pact Contact Center (CCC) licenses to Custom er Call Reporter (CCR) .

This includes all supervisors and agents.

• CCC to CCR Upgrade License: I PO LI C CUSTMR CUSTMR CALL REPORTER UPG LI C (217658)

Phone Manager LicensesI P Office Phone Manager is a legacy Windows PC applicat ion that allows I P Office users to cont rol their

telephone through their PC. An opt ional I P Softphone is also available with addit ional licensing. I n Release 6, it

is recom m ended to use one-X Portal for I P Office and the new I P Office Softphone (using Teleworker or Power

User licenses) instead of Phone Manager Pro.



• Phone Manager Pro License

These licenses cont rol how m any users configured for Phone Manager Pro can sim ultaneously run Phone

Manager in that m ode. Mult iple licenses can be com bined.

• Phone Manager Pro ( per seat ) - 1 User: I PO LI C PMGR PRO RFA 1 LI C: CU (177468)

• Phone Manager Softphone Licenses

These licenses cont rol how m any users configured for Phone Manager Pro PC Softphone can

sim ultaneously run Phone Manager in that m ode. Note that running Phone Manager in this m ode also

requires and consum es a Phone Manager Pro license for each user.

• Phone Manager Softphone ( per seat ) - 1 User: I PO LI C PMGR SFTPHN RFA 1 LI C: CU(171992)



I P Office 5 0 0 System LicensesThe following licenses are used to enable features for system s based on the I P500 and I P500 V2 cont rol units.

• I P5 0 0 Universal PRI Addit ional Channel Licenses

The I P500 PRI Universal t runk card ( I P500 PRI -U) is available in 1 or 2 port variants, each port

support ing a single PRI t runk connect ion. Through the I P Office configurat ion the ports can be switched

between support ing E1, E1R2 or T1 line types as required for the t runk being connected. Each port

supports 8 B-channels ( "Bearer") which do not need to be licensed. I f addit ional B-channels are required,

they m ust be licensed through the addit ion of the licenses below. Mult iple licenses can be added to

achieve the total num ber of channels required. D-channels are not subject to licensing. The licenses are

consum ed by those channels which are configured as being ' in service', in order of the installed I P500

PRI -U cards.

• I P5 0 0 Universal PRI Addit ional E1 Channels Licenses

These licenses are used to enable addit ional E1 B-channels for I P500 PRI -U cards configured for E1

operat ion. Each port can support up to 30 B-channels in this m ode.

• I P5 0 0 Universal PRI Addit ional Channels - 2 E1 Channels License: I PO LI C I P500 E1ADD 2CH (215183)

• I P5 0 0 Universal PRI Addit ional Channels - 8 E1 Channels License: I PO LI C I P500 E1ADD 8CH (215184)

• I P5 0 0 Universal PRI Addit ional Channels - 2 2 E1 Channels License: I PO LI C I P500 E1ADD 22CH (215185)

• I P5 0 0 Universal PRI Addit ional E1 R2 Channel Licenses

These licenses are used to enable addit ional E1R2 B-channels for I P500 PRI -U cards configured for

E1R2 operat ion. Each port can support up to 30 B-channels in this m ode.

• I P5 0 0 Universal PRI Addit ional Channels - 2 E1 R2 Channels License: I PO LI C I P500E1R2 ADD 2CH (215186)

• I P5 0 0 Universal PRI Addit ional Channels - 8 E1 R2 Channels License: I PO LI C I P500E1R2 ADD 8CH (215187)

• I P5 0 0 Universal PRI Addit ional Channels - 2 2 E1 R2 Channels License: I PO LI C I P500E1R2 ADD 22CH (215188)

• I P5 0 0 Universal PRI Addit ional T1 Channel Licenses

These licenses are used to enable addit ional T1 B-channels for I P500 PRI -U cards configured for T1

PRI or T1 robbed-bit operat ion. Each port can support up to 23 B-channels (T1 PRI ) or 24

B-channels (T1 robbed bit ) in these m ode.

• I P5 0 0 Universal PRI Addit ional Channels - 2 T1 Channels License: I PO LI C I P500 T1ADD 2CH (215180)

• I P5 0 0 Universal PRI Addit ional Channels - 8 T1 Channels License: I PO LI C I P500 T1ADD 8CH (215181)

• I P5 0 0 Universal PRI Addit ional Channels - 3 2 T1 Channels License: I PO LI C I P500 T1ADD 22CH (215182)

• I P5 0 0 Voice Netw orking Licenses

The use of pr ivate voice networking t runks between I P500 cont rol units and other system s requires voice

networking channel licenses within the I P500. This applies to H323 I P t runks configured on the I P500

including I P t runks being used for an I P Office Sm all Com m unity Network (SCN) . A voice networking

license is also required for the use of t runks configured to for QSI G operat ion. On H323 I P t runk, a

license instance is consum ed for each sim ultaneous outgoing call ( incom ing calls do NOT consum e a

license) . On QSI G t runk, the num ber of calls is lim ited by the t runk type rather than available licenses.

• I P5 0 0 Voice Netw orking ( Addit ional Channels) License: I PO LI C I P500 VCE NTWKG ADD 4LI C: CU (205650)

This license enables 4 voice networking channels including the Advanced Networking features

(dist r ibuted groups and hot -desking across Sm all Com m unity Network) . Addit ional licenses can be

added to achieve the num ber of voice networking channels required.

SI P Trunk Channel LicensesThese licenses are used to enable channels on SI P t runks added to the I P Office system . When a channel is

used it requires a license. Mult iple licenses can be com bined for the total num ber of channels required. Note

that SI P calls will require VCM channels during call setup and m ay require VCM channels during the call.

• SI P Trunk Channels - 1 Channel: I PO LI C SI P TRNK RFA 1 (202967)• SI P Trunk Channels - 5 Channels: I PO LI C SI P TRNK RFA 5 (202968)• SI P Trunk Channels - 1 0 Channels: I PO LI C SI P TRNK RFA 10 (202969)

• SI P Trunk Channels - 2 0 Channels: I PO LI C SI P TRNK RFA 20 (202970)



I P Endpoint LicensesWith Release 7.0 all I P500 I P500 V2 I P endpoints (Avaya I P endpoints as well as 3rd party I P endpoints) require

an endpoint license. There are two different types of licenses available

• Avaya I P Endpoint License – required for all Avaya endpoints such as 1600, 5600, 9600 and DECT

3720/ 25.

• 3rd Party I P Endpoint License – this is a renam ing of the I P End Point License and is required for all

3rd party SI P and H.323 endpoints.

• For each I P500 VCM32 and I P500 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 I P

telephones.

• Avaya I P Endpoint Licenses

All Avaya I P500/ I P500v2 I P telephones ( including DECT and WiFi telephones) require an Avaya I P

Endpoint license and will consum e one instance of that license. Note this does not apply to the Avaya I P

Office Softphone.

• Avaya I P Endpoint License - 1 Phone: I PO LI C R6 AV I P ENDPOI NT 1 LI C: CU (229444)• Avaya I P Endpoint License - 5 telephones: I PO LI C R6 AV I P ENDPOI NT 5 LI C: CU (229445)

• Avaya I P Endpoint License - 2 0 telephones: I PO LI C R6 AV I P ENDPOI NT 20 LI C: CU(229447)

• 3 rd Party I P Endpoint Licenses

Non-Avaya I P telephones (SI P or H.323 devices) require a 3rd Party I P Endpoint license to register to I P

Office and will consum e one instance of that license. Note that Avaya cannot guarantee operat ion

beyond m aking and receiving calls.

• I P Endpoint License - 1 Phone: I PO LI C I P40 I P ENDPOI NT RFA 1 LI C: CU (174956)• I P Endpoint License - 5 telephones: I PO LI C I P ENDPOI NT RFA 5 LI C: CU (174957)

• I P Endpoint License - 2 0 telephones: I PO LI C I P ENDPOI NT RFA 20 LI C: CU (174959)



Other System Licenses• I PSec Tunneling License: I PO LI C I PSEC VPN RFA LI C: DS (182301)

I P Office cont rol units can be configured to support VPN tunnels using I PSec and or L2TP. While L2TP

tunnels can be configured without requir ing a license, the use of I PSec tunnels requires this license. Note

that I P Office VPN tunnels are not suitable term inat ing VPN links for Avaya VPNrem ote client telephones.

• Centralized I ntuity Audix Voicem ail License: I PO LI C ACM CENTRAL VM LI C: DS (177467)

Enables the use of a cent ralized I ntuity Audix or Modular Messaging system for the I P Office voicem ail

server.

• CTI TAPI Licenses

The I P Office TAPI software can be run in two m odes; 1st party or 3rd party. 1st Party m ode does not

require a license and allows individual users to cont rol their phone using a TAPI com pliant applicat ion on

their PC. 3rd Party m ode requires licenses and allows a TAPI applicat ion to cont rol calls for any users on

the I P Office.

• CTI Link Pro License: I PO LI C CTI RFA LI C: DS (171988)

This license allows the I P Office TAPI software to be run in 3rd party m ode. A license is required for

each server configured to run the I P Office TAPI software in 3rd party m ode.

• W AVE User License : I PO LI C TAPI WAV RFA 4 LI C: CU (177466)

Applicat ions accessing the I P Office TAPI software in 3rd party m ode can also be used to st ream

WAV files to users. This license allows st ream ing to up to 4 users at any t im e. Mult iple licenses can

be com bined for a higher num ber of user up to the m axim um supported by the I P Office cont rol

unit ; I P406 V2 = 20, I P412 = 30, I P500 = 40.

Trial LicensesThe following t r ial licenses can be requested. Each is valid for 60 days from the date of issue and can only be

issued once for a part icular I P Office Feature Key serial num ber. Apart from that rest r ict ion the t r ial license

works the sam e as a full license.

• Preferred Edit ion: I PO LI C PREFERRED (VM PRO) TRI AL RFA LI C: DS (189782) .

• Advanced Edit ion: I PO LI C R6 ADV EDI TI ON TRI AL LI C: DS (229425) Release 6 onwards.

• Pow er User ( Users) : I PO LI C R6 PWR USER 5 TRI AL LI C: CU (229429) Release 6 onwards.

• Custom er Service Agent : I PO LI C CUSTMR SVC AGT RFA TRI AL 5 (227053) .

• Custom er Service Supervisor: I PO LI C R6 CUSTMR SVC SPV 1 TRI AL (229443) Release 6 onwards.

• Telew orker ( Users) : I PO LI C R6 TELEWORKER 5 TRI AL: CU (229433) Release 6 onwards.

• Mobile W orker ( Users) : I PO LI C R6 MOBI LE WORKER 5 TRI AL CU (229437) Release 6 onwards.

• Office W orker ( Users) : I PO LI C R6 OFF WORKER 5 TRI AL CU (229441) Release 6 onwards.

• Recept ionist ( Users) : I PO LI C RECEPTI ONI ST RFA 1 TRI AL LI C: CU (189783) .

• VMPro Netw orked Messaging: I PO LI C NTWKD MSGI NG TRI AL RFA LI C: DS (189776) .

• VMPro TTS ( ScanSoft ) : I PO LI C AVAYA TTS TRI AL RFA 1 LI C: CU (189778) .

• Audix Voicem ail: I PO LI C ACM CENTRAL VM TRI AL LI C: DS (189786) .

• I PSec Tunneling: I PO LI C I PSec VPN RFA TRI AL LI C: DS (189806) .

• SI P Trunk Channels: I PO LI C SI P TRUNKI NG TRI AL RFA 5 (205820) .

• I P5 0 0 Voice Netw orking: I PO LI C I P500 VCE NTWK ADD 4 TRI AL (205823) .

• Avaya I P End Points: I PO LI C R6 AV I P ENDPOI NT 5 TRI AL (229449) Release 6 onwards.

• Third- Party I P End Points: I PO LI C I P ENDPOI NT RFA 5 TRI AL (227040) .

• CTI Link Pro License Tria l: I PO LI C CTI RFA TRI AL (263128) .



Licensing Exam plesSom e features require a com binat ion of licenses.

Exam ple 1 : I P5 0 0 Sm all Com m unity Netw ork

Each I P5 0 0

Required

Licenses• I P500 Voice Networking (4 Channels) .

Opt ional

Licenses• I P500 Voice Networking (Addit ional Channels) .

Exam ple 2 : Messaging in an I P5 0 0 Sm all Com m unity Netw ork

Central I P5 0 0 Rem ote I P5 0 0

Required


• Preferred Edit ion (Messaging 4 Ports) .

• I P500 Voice Networking (4 Channels) .

Opt ional

Licenses• I P500 Voice Networking (Addit ional

Channels) .

• Addit ional Messaging (ports) .

• I P500 Voice Networking (Addit ional

Channels) .



Exam ple 3 : ContactStore Recording Library in an I P5 0 0 Sm all Com m unity Netw ork

Central I P5 0 0 Rem ote I P5 0 0

Required



• Advanced Edit ion or Messaging

Recordings Adm inist rator.

• I P500 Voice Networking (4 Channels) .

• Advanced Edit ion or Messaging

Recordings Adm inist rator.

Opt ional

Licenses• I P500 Voice Networking (Addit ional

Channels) .


• I P500 Voice Networking (Addit ional

Channels) .





Chapter 22. Appendix



22. AppendixThe I P 500 cont rol unit is no longer sold by Avaya. I P 500 V2 cont rol unit is current m odel available.

I P 500 cont rol units is supported with I P Office Release 6.0, 6.1 and I P Office Release 7.0 software.

The following equipm ent is no longer sold by Avaya but is st ill supported with I P Office Release 6.0 and 6.1

software

I P412 Control Unit

With a greater internal data t ransfer capabilit y than the I P406 V2, the I P412 is m ore suitable for m eet ing the

needs of the sm all contact center or businesses with a CRM focus. The I P412 differs from the I P4060 V2 by

providing a greater t runk expansion capabilit y of up to four PRI t runks. The I P412 is a stackable unit with an

opt ional 19" rack m ount ing kit . The I P412 includes:

• 9-pin DTE Port ( for m aintenance or Feature Key connect ion for applicat ion licensing) .

• X.21/ V35 WAN interface.

• Support for up to 12 I P Office Expansion Modules:

• Phone m odules (8, 16, 30)

• Digital Stat ion m odules (16, 30)


• So8 m odule

• External O/ P socket support ing two relay on/ off switch ports, e.g. for door ent ry system s.

• Audio input port for external m usic on hold source.

• Two t runk interface card slots for analog, BRI , PRI (T1, E1) or CAS (E1R2)

• 2 internal sockets for I P Telephony expansion – voice com pression m odules ( from 4 to 30 channels)

• I nternal socket for internal m odem (2 or 12) for Rem ote Access Services





• Two 10/ 100 switched Ethernet ports (Layer 3) .



Expansion Modules

Through support of up to twelve external Expansion Modules.

I f addit ional analog t runks are required, these can be aggregated in groups of 16 on each analog expansion

m odule. I t can be enhanced to support a m ixture of analog, digital or I P telephones, to m axim um of 3840

telephones in any com binat ion.

Data Channels

A Data Channel is used for Rem ote Access (RAS) , I nternet Access, and Voicem ail sessions. A data channel is an

internal signaling resource used whenever a call is m ade from the I P network to an exchange line (Cent ral

Office) . For exam ple, four people surfing the I nternet will use a single data channel since they all share the

sam e line to the I SP. Two people rem otely accessing the Office LAN from hom e will use two data channels since

they have dialed in on separate lines. I P extensions do not use data channels. Data channels are used for

voicem ail connect ions with a m axim um of 40 available for VoiceMail Pro.

Modem s and Voice Com pression m odules

You can add addit ional hardware to the I P412 system to add one m odem card (12 V.90 m odem s) and 2 Voice

Com pression Modules (VCM). Each VCM supports from 4 to 30 sim ultaneous Voice over I P sessions and is used

for either providing networking between sites over a Wide Area Network or support ing I P Telephones and Soft

phones.

I P406 V2 Control Unit

The I P406 V2 cont rol unit is a stackable unit with an opt ional 19" rack m ount ing kit . The I P406 V2 includes:

• Eight Digital Stat ion (DS) ports for supported 2400, 4400, 5400, 6400 and T3 Series phones plus 3810

wireless (US) phones.

• Two Analog telephone ports.

• Two Wire

• DTMF signaling (No rotary or Loop Disconnect )

• Tim ed Break Recall (No Earth Recall)

• Caller I D capable – a variety of standards, see later

• MWI capable – 82.5V and Line Reversal

• Eight 10/ 100 Mbps LAN Switched ports (Layer-2, unm anaged) .

• Support for opt ional em bedded voicem ail/ auto-at tendant (Com pact Flash card)

• 9-pin DTE Port ( for m aintenance or Feature Key connect ion for applicat ion licensing) .

• X.21/ V35 WAN interface.

• Support for up to 6 I P Office Expansion Modules:

• Phone m odules (8, 16, 30)

• Digital Stat ion m odules (16, 30)


• So8 m odule

• External O/ P socket support ing two relay on/ off switch ports, e.g. for door ent ry system s.

• Audio input port for external m usic on hold source.

• Two t runk interface card slots for analog, BRI , PRI (T1, E1) or CAS (E1R2)

• I nternal socket for I P Telephony expansion – voice com pression m odules ( from 4 to 30 channels)

• I nternal socket for internal m odem (2 or 12) for Rem ote Access Services







Expansion Modules

Through support of up to six external Expansion Modules, I P406 can be enhanced to support a m ixture of

analog, digital or I P phones, to m axim um of 190 phones in any com binat ion.

I f addit ional analog t runks are required, these can be aggregated in groups of 16 on each analog expansion

module

Data Channels

A Data Channel is used for Rem ote Access (RAS) , I nternet Access, and Voicem ail sessions. A data channel is an

internal signaling resource used whenever a call is m ade from the I P network to an exchange line (Cent ral

Office) . For exam ple, four people surfing the I nternet will use a single data channel since they all share the

sam e line to the I SP. Two people rem otely accessing the Office LAN from hom e will use two data channels since

they have dialed in on separate lines. I P extensions do not use data channels. Data channels are used for

voicem ail connect ions with a m axim um of 20 available for VoiceMail Pro on an I P406 V2.

Modem s and Voice Com pression m odules

You can add addit ional hardware to the I P406 system to add one m odem card (2 or 12 V.90 m odem s) and 1

Voice Com pression Module (VCM). The VCM supports from 4 to 30 sim ultaneous Voice over I P sessions and is

used for either providing networking between sites over a Wide Area Network or support ing I P Telephones and

Soft phones.

I P400 WAN3 10/ 100

All I P400 cont rol units except I P500 and I P500 V2

The I P400 WAN3 10/ 100 m odule provides three WAN connect ions (X21, V35 or V24 via a 37way D Type socket

and using an appropriate connector cable) . Data rates of up to 2 Mbps are supported on each interface, the

carr ier providing the line dictates the actual operat ing speed i.e. in som e terr itor ies the m axim um speed m ay be

lim ited to 1.544 Mbps. These WAN interfaces are ident ical to the single WAN connect ion provided as standard

on the I P406 and I P412 plat form s.

The I P400 WAN3 10/ 100 connects to the cont rol unit through the Local Area Network via a 10/ 100Mbps

connect ion and does not use an expansion port on the cont rol unit . I P500 does not support the WAN3 10/ 100.

All other plat form s support up to two WAN3 10/ 100 m odules.



I P400 So8 Expansion Module

The I P400 So8 m odule provides 8 S-Bus interfaces for Basic Rate I SDN devices, such as video conferencing, fax

servers or I SDN telephones.

The I P Office So8 expansion m odule supports both point - to-point and point - to-m ult ipoint connect ions. A

m axim um of 10 term inal endpoints ident ifiers (TEI s) are supported on each bus.

I P500 BRI So8 Module

The I P500 BRI So8 m odule provides 8 S-Bus interfaces for Basic Rate I SDN devices, such as video

conferencing, fax servers or I SDN telephones.

For installat ions in a rack, this m odule requires the I P500 Rack Mount ing Kit . The I P500 BRI So8 Module is

funct ionally ident ical to the I P400 So8 Module.

The I P500 BRI So8 expansion m odule supports both point - to-point and point - to-m ult ipoint connect ions. A

m axim um of 10 term inal endpoints ident ifiers (TEI s) are supported on each bus.

These modules can be used to add additional ports to an IP400 and IP500 systems. The number of external expansion modules supporteddepends on the control unit type. Each module uses an external power supply unit supplied with the module. A locale specific power cord forthe PSU must be ordered separately.



IP500 System with External Expansion Module

I P400 System with External Expansion Module

Cont rol Unit External Expansion Ports WAN3 10/ 100 Supported

I P4 0 6 V2 6

I P4 1 2 12

I P5 0 0 8 –

" + 4 - Port Expansion Card 12 –

I P5 0 0 v2 8 –

" + 4 - Port Expansion Card 12 –

•

Each external expansion m odule (except the WAN3 10/ 100) is supplied with a blue 1

m eter (3'3' ') expansion interconnect cable. This cable must be used when

connect ing to expansion ports on the rear of a cont rol unit .

•

When connect ing to expansion ports on an I P500 4-Port Expansion card, a yellow 2 m eter (6'6") expansion

interconnect cable can be used in place of the standard blue cable. 4 Yellow cables are supplied with the

I P500 4-Port Expansion card.

•

The WAN3 10/ 100 m odule differs in that it connects via a LAN port on its front to one of the cont rol unit 's

LAN ports. This type of external expansion m odule is not supported by I P500 and I P500v2 cont rol units.



I P400 Phone Module

This m odule provides addit ional analog telephone interfaces:

• Two Wire

• DTMF signaling (No rotary or Loop Disconnect )

• Tim e Break Recall (No Earth Recall)

• Caller I D capable

• Message Wait ing I ndicat ion (MWI ) capable - High Voltage, Pulsed High Voltage, Line Reversal

The I P400 Phone m odule is available in 3 versions, giving 8, 16 or 30 extensions. Telephones can be located up

to 1km from the cont rol unit . For extensions located "out -of- the-building" addit ional line protect ion will be

needed. For m ore inform at ion on cabling and out of building guidelines, see the I P Office I nstallat ion Manual.

• I P Office Phone Modules provide support for a variety of analog MWI m ethods. These m ethods are 51V

Stepped, 81V, 101V and Line Reversal. The 101V m ethod is only supported when using a Phone V2

expansion m odule.

• Each analog port can support a device of m axim um 1 REN.

• On analog ports, call inform at ion is sent while the phone is r inging, and cannot be updated during a call

or set on an outbound call ( the phone m ay do a local m atch but this is not cont rolled by the I P Office) .

The prim ary purpose of displays is to give inform at ion about incom ing calls. Where the Caller Display

standard chosen supports the delivery of text (extension nam e) as well as the num ber, both are

delivered.

• An analog extension port can be set for external Paging operat ion. I t does not operate like a norm al

extension and is connected to external equipm ent through an isolat ion device. The Port will always be

busy so it cannot be called direct ly and can only be accessed by using a shortcode. When not receiving a

Page the port will rem ain silent , when being paged the page tone is sent before the speech path is

opened.

I P400 Digital Station V2 Module

This expansion m odule provides addit ional Digital Stat ion (DS) ports for selected Avaya 2400, 4400, 5400,

6400, T3 (EMEA only) series phones and 3810 wireless phones (NA only) . The I P400 Digital Stat ion m odule is

available in 2 variants; 16 or 30 extensions.



• Telephones can be located up to 1km from the cont rol unit . For extensions located "out -of- the-building"

addit ional line protect ion will be needed. For m ore inform at ion on cabling and out of building guidelines,

see the I P Office I nstallat ion Manual.

• For system s where Direct Stat ion Select (DSS) Units are being used, I P Office supports a m axim um of:

• Eight EU24 and or EU24BL per system .

• Two XM24 units on each Digital Stat ion expansion m odule to a m axim um of 10 x XM24 units per

system.

• Two 4450 units on each Digital Stat ion expansion m odule to a m axim um of 8 x 4450 units per system .

• T3 DSS units.

See the Telephones Sect ion for specific lim its on the num ber of each type of telephone supported on DS

modules.

I P400 Analog Trunk 16 Module

This expansion m odule provides an addit ional sixteen Loop Start or Ground Start two-wire analog t runks.

(Ground start t runks are not available in all terr itor ies) The first two t runks on the m odule which are

autom at ically switched to power fail sockets on the rear of the unit in the event of power being interrupted

m ust be loop start for correct power fail operat ion.



Internal Daughter CardsI nternal Daughter Cards are fit ted inside the I P406 V2 and I P412 cont rol units.

I P4 0 0 Voice Com pression Module – 4 / 8 / 1 6 / 2 4 / 3 0 ports

The Voice Com pression Module (VCM) is used for Voice over I P (VoI P) applicat ions in the I P406 and I P412

cont rol units. Five VCM variants are available support ing 4, 8, 16, 24 and 30 channels of com pression. The echo

cancellat ion capabilit ies of the VCM cards vary. The VCM 4, 8, 16 and 24 cards offer 64m s of echo cancellat ion

while the VCM 30 card offers 25m s.

The I P406 V2 supports a single VCM while the I P412 can have any two VCMs installed.

The following table shows how m any of each cards are supported by each plat form .

VCM Cards* SAP Code I P406

V2

I P412 I P500 I P500v2

2 5 m s echo

cancellat ion.

I P4 0 0 VCM5 700185119 – –

I P4 0 0 VCM1 0 700185127 – –

I P4 0 0 VCM2 0 700185135 – –

I P4 0 0 VCM3 0 700293939

6 4 m s echo

cancellat ion.

I P4 0 0 VCM4 700359854

I P4 0 0 VCM8 700359862

I P4 0 0 VCM1 6 700359870

I P4 0 0 VCM2 4 700359888

Num ber of I P4 0 0 VCM cards. 1 2 2 2

Maxim um num ber of channels. 30 60 128 148

* Each card requires the use of an I P500 Legacy Card Carr ier.

I P4 0 0 I nternal Modem Card



An internal m odem card with 12 m odem s can be installed in both the I P406 V2 and I P412 to provide dial-up

capacity that is bet ter m atched to rem ote access requirem ents of custom ers. The I nternal Modem card allows

up to 12 sim ultaneous V.90 ( I P500 External Expansion Modules 56kbps) analog m odem calls into the I P Office.

I P4 0 0 External Expansion Modules

Expansion m odules include an external power supply unit (PSU) and a 1m blue interconnect cable. They do not

include a locale specific power cord for the external PSU or any phone extension cables.

Variant Count ry SAP Code I P406

V2

I P412 I P500 I P500

+ 4-Port

Exp

I P500v2 I P500v2

+ 4-Port

Exp

Analog Trunk

I P4 0 0 Analog Trunk 1 6 North

America

700211360 – –

Europe 700241680 – –

New Zealand 700241698 – –

Digital Stat ion

I P4 0 0 Digita l Stat ion 1 6

V2

All 700359839

I P4 0 0 Digita l Stat ion 3 0

V2

All 700359847

I P4 0 0 Digita l Stat ion 1 6 All 700184807 – –

I P4 0 0 Digita l Stat ion 3 0 All 700184880 – –

Phone

I P4 0 0 Phone 8 V2 All 700359896

I P4 0 0 Phone 1 6 V2 All 700359904

I P4 0 0 Phone 3 0 V2 All 700359912

I P4 0 0 Phone 8 All 700184773 – –

I P4 0 0 Phone 1 6 All 700184781 – –

I P4 0 0 Phone 3 0 All 700184799 – –

S0 (BRI )

I P4 0 0 So8 All 700185077

WAN

I P4 0 0 W AN3 All 700185028 – – – –

I P4 0 0 W AN3 1 0 / 1 0 0 All 700262009 – – – –



Index

I ndex- A -

Absence Text 205

setting 205

strings 205

Absent Text Message 257

Acceptable Delay 243

Access Point 161

accessing

Database Information within Call Flows 313

Email 311

Account 20, 215, 243, 249, 270, 298, 302, 310,318, 366

Account Code Recording 318

Account Codes 215, 318, 366

ACD 227

ACM 23, 259, 321

ACM RFA 321

Acquire Call 206

executing 227

waiting 227

ACSII-CSV 352

Active Directory 310

ActiveX Data Objects 313

Additional ISDN 249

addressing

Domain Name Service 267

voicemails 321

admin 312

Administration 7, 98, 219, 248, 294, 310

Administrator 20, 206, 223, 312, 313, 315, 317,319, 352, 357

Change 294

ADMM 160

ADO 313

Advanced Small Community 225, 257

Advanced Small Community Networking 225, 257

Advice Of Charge 249, 279

Alarm Calls 321

Alert 127, 129, 131, 160, 180, 207, 212, 214, 224,233, 290, 307, 352

User 227

ALG 253

Algorithmic Delay 243

All Calls 213

All-in-one 7, 22

allocated 267, 269, 302, 335

User Rights 216

Alpha 149

Alphabetic Keystrokes 293

Alphanumeric 147, 164, 191, 321

Alphanumeric Data Collection 321

Alternate Call Routing 18

Alternate Route Selection 207, 216, 262

Analog 16 22, 368

Analog 16 Module 368

Analog Extensions 84, 194, 207, 227

analog lines 335

Analog Phone 22, 23, 91, 215, 228, 232, 368, 370

Analog Phone Ports 370

Analog Telephone Features 190

Analog Telephones 190, 196, 228, 233

Analog Telephones/POTS 189

Analog Trunk 16-port 249

Analog Trunk Module 82

Analog Trunk Module 16 82

Analog Trunk Ports 370

Analog Trunk Restriction 335

Analog Trunks 82, 91, 216, 249, 262, 266, 335,370

Analog/digital 242

ANI 249, 279, 319

ANLG 84

Announcements 7, 225, 226, 302, 303, 321

ANSI T1.401

conform 249

ANSI T1.607 370

Answer Interval 217

Answered Calls 290

Anti-Tromboning 257

AOC 229, 249

APAC 151, 160, 191, 196

Appearance 194, 210, 212, 213, 293

Appearance Buttons 212, 213

appearance/feature 98, 133

Applicable 91, 210, 220, 316, 318

Application Level Gateway 253

Applications Platform 20, 23

Applications Platform Features 20

ARP

receiving 269

ARS 207, 216, 262

Assisted Transfer 303, 321

Audio 82, 147, 149, 150, 161, 207, 233, 234, 243,246, 303, 319, 334, 370

Audio Codec 243

Audio CODECs 246

Audio Conferencing 334

Audio Volume 147, 149, 150

Audio waveform 319

Audiotex 303

Audit 245, 352

AUDIX RFA 259

August 259

August 2003 259

Authorization Codes 215

Auto Connect 269

Auto Connect Time Profile 269

auto-attendant offers 312



Index

Auto-Attendant/Audiotex 321

Auto-Create Extensions 234

Automatic Call Distribution 227

Automatic Callback 202

Automatic Intercom 210

Automatic IP 18

Automatic Number Identification 249

automatic/manual

allow 318

automatic/manual recording

calls 318

- B -

Back When Free 229

Backlight 131, 133, 166

backlit 161, 194

BACP 268, 371

Band DTMF 234, 246

Bandwidth Allocation Control Protocol 268, 371

Bandwidth Required For Each 243

Bandwidth Required For Each Voice Call 243

bar 216, 365

queue panel displays 290

Base 7, 23, 82, 84, 91, 98, 160, 180, 194, 267,368, 371

Base Unit 180, 194, 267, 368

Base Unit Power Supply Adapter 180

BaseT Ethernet 127, 129, 131, 147, 149, 150

Basic Commands 321

Basic Rate 249, 267

B-channel 64kbps 370

Bellcore Special Report SR4287 370

Belt Clip 161, 177, 179, 180

bi-directional 232

BLF 257, 293, 294, 317

form 219

groups 290

BLF Groups 293

BLF Panel 290, 294

Blind Transfer 203

BlindTransfer 364

Book Shop 314

BOOTP 371

Bootstrap Protocol 371

Bothway 269

bps 243

branch maximizes 248

branches 7, 232, 248

DEFINITY/ACM 259

Branch-to-Branch 18

Brazilian 303, 314

Break Out 229, 317

set 208

Break Out Dialing 208

Breakout 257, 303

Reception 321

Breakout Dialing 257

BRI 82, 91, 93, 212, 248, 249, 370

BRI ISDN 248

BRI S-interfaces

ISDN 93

BRI So8 82

BRI-4 82

BRI-8 82, 84

Bridged Appearance 210, 212, 213

bridged appearance button matches 213

Bridged Appearance Buttons 212, 213

Built-in IP 256

business needs 215

business-to-business 266

Busy

DND 290

Busy Lamp Field 219, 257, 279, 290

Busy Lamp Field Panel 290

Busy On Held 229

Busy Subscriber

Call Completion 249

Busy/Engaged 316

buy/lease 7

bypass

DND 207

Bytes 243

- C -

C3000 310

Cable 82, 84, 91, 94, 196, 240, 368

Cable Lengths 368

CALA 196

Call 147, 217, 225, 262, 266, 270, 298, 319, 352

Advice of charge during 249

Call Appearance 210, 212, 213

Call Appearance button 210, 212, 213

Call Appearance/Feature 98, 133

call arrives 290

Call Back Sender 321

Call Back When Free 202, 203, 257

Call Barring 215, 216

call billing 298

Call Center 20, 188, 227, 298, 310, 316

Call Completion

Busy Subscriber 249

call costing 215

Call Coverage 206, 212, 214

Call Coverage Buttons 212, 214

Call Detail Records 352

Call Details 352, 357

Call Details Panel 290

Call Duration 290

call flow programming interface 315

Call Flow Utilizing Database Actions 313

Call Flows 312, 313, 314, 315, 334

Call Forwarding 18, 26, 200, 217, 312



Index

Call Handling 7, 20, 26, 200, 205, 279, 290

Call History 220, 279, 290, 294

Call Hold 257, 259

Call Identifier 366

Call Intrude 207, 229

Call List 229

Call Listen 229, 303

Call Log 98, 129, 131, 147, 149, 150, 201, 208,215, 279

Call Pickup 209, 229

Call Pick-up 179, 257

Call Pickup Any 229

Call PickUp Extension 227

Call Pickup Extn 229

Call Pickup Group 229

Call Pickup Line 229

Call Pickup Members 229

Call Pickup User 229

Called/Calling Line ID Presentation 248

Called/Calling Name 248, 257

Called/Calling Name Presentation 248

Called/Calling Number 257

Caller Display 189

Campaign Manager 20, 303, 317, 321

Can Intrude 207, 365

Cancel All Forwarding 229

Cancel Ring Back When Free 229

Captaris 310

carrying

Fax 245

Cascaded Out-calling 317

Castelle 310

Castelle Fax 310

Castilian 303

CAT 240

CAT5 240, 368

Catalyst 240

CCBS 249

CCC 82, 208, 225, 257, 303

CCP 371

CD 319

CD-Rom 298

CDRs 215

CE/UL/Dentori Safety Approved 368

cell/mobile 312

Central Office 91, 249, 266

Centralized 23, 26, 200, 248, 256, 257, 259, 302,303, 321

Centralized INTUITY Audix 302

Centralized Messaging 321

Centralized VM 321

Centralized Voice Mail 257

Centralized voicemail 23, 248, 259, 303, 321

Centralized Voicemail Services 321

Challenge Handshake Authentication Protocol 268, 371

Channel Associated Signaling 249

Channel Monitor 229

CHAP 266, 268, 270, 371

Charger Unit 180

checkbox 311

Checking 249

Circuit Switched 248

Circuit Switched Data Call/Basic 259

Circuit Switched Data Call/Basic Call 248, 259

Circuit Switched Voice Networking 248

Circuit-switched 232

Cisco 188, 240

Cisco Systems 240

C-LAN

DEFINITY 9.5 259

Clear Call 229

Clear CW 229

Clear Hunt Group Night Service 229

Clear Hunt Group Out

Service 229

Clear Hunt Group Out Of Service 229

Clear Quota 229

CLI 191, 279, 364, 370

CLI Feature 191

CLI Schemes 370

CLI/ANI 303

CLIP 249

CLIR 249

Clock 267

Speaking 303, 321

closet/switch

wiring 240

Code Used 215

Codec G.711 160

Codecs 127, 129, 131, 147, 149, 150, 242, 259

Cold Start 352

Color Backlight Display 131

COLP

Inhibits 249

COLR 249

Comfort 98, 161, 195

comma-separated 298

Common Features 127, 129, 131, 133, 147, 149,150

Compact Business Center 20, 23

Compact Contact Center 20, 303

Compact Mode 279

companies’ LANs 232

company’s

IP Telephony unites 232

compared 160

Service Provider conferencing 334

Compressing



Index

Compressing

IP/UDP/RTP Headers 371

Compression Control Protocol 371

Computer Telephony Integration 82, 298

Concise MIB Definitions 371

Concurrent Calls

Maximum Number 321

Conference Add 229

Conference Bridge 7, 226, 334, 335

Conference Calling 18, 228

Conference Control Display 279

Conference entry/exit 335

Conference Held Calls 290

Conference Meet Me 229

Conference Resources 335

Conference Room 196, 290, 293

conferencing 18, 82, 127, 129, 131, 180, 201, 219,290, 293, 334, 335, 357

benefits relating 335

Eliminating 7

manage 335

relating 335

Conferencing Center 23, 82, 228, 279, 290, 335

conferencing service 7

Conferencing tone 201

Conferencing tone depending 201

congestion-control 245

Connected Line Identification Restriction 249

connection-oriented 256

Contact Center 20, 82, 98, 195, 227, 313, 317

Contact Center Features 227

Contact Management 20

Contact-ability 312

contactable 151

ContactStore 23, 82, 303, 318, 319

ContactStore Search 303

Continuous Loop Greeting 321

Control Unit Conference Capabilities 335

controlled according 319

controlling calls 216

copier/scanner 310

CoS 245

CPE 268

CPU 319

CPU loading 319

CRC 249

Create’ 316

CreateCall 364

CRM 310

CS-ACELP 246

CSU 91, 249, 356

CSU Loop-Back 356

CSU/DSU 91, 249

CTI 20, 82, 206, 298, 299, 335

CTI interoperability

levels 298

CTI Link Lite 298

CTI Link Pro 82, 298

CTI Link Pro RFA 298

CTI middleware 298

CTR3

ETSI T-Bus Interface 370

CTR4

ETSI T-Bus Interface 370

cust 205

Customer Contact 338

Customer Contact Center 338

Customized Voicemail 321

CW 229

CW1308 368

Cyclic Redundancy 249

- D -

D Message 366

Data Access Components 313

Data Call 224, 226, 248, 268

Data Communication Solution 18

Data Communication Solution Features 18

Data Compression 268

Data Header Compression 268

Data Jack 190

Data Rates 370

data traffic 161, 243, 256, 268

Database 201, 303, 310, 313, 314, 317, 318, 319

Datagram Protocol 371

Day One

starting 7

Day/Night service 194

D-channel 16kbps 370

D-channel 64kbps 370

DDI 203, 249, 364

DDI/DID 26, 160, 200, 224, 249, 312

DDI/DID call 224

DECT 151, 160, 249

DECT Networking 160

Default

E&M 370

default greeting 204

default numbering 207

Definable PIN Code 321

DEFINITY 98, 259

DEFINITY 6400 98

DEFINITY 9.5

C-LAN 259

DEFINITY G3si 259

DEFINITY/ACM

branches 259

DEFINITY/ACM occupying 259

Delete Message 321

deleting 204

Delphi 364



Index

Deploying

IP 240

Depth 177, 368

Designing

IP Telephony 233

Desk/Wall Mount 190

deskers 208

desking 208

DevConnect 299

Developer Connection Program 299

DeveloperConnect 299

Developers 298, 299, 365, 366

DevLink 298, 366

DevLink Lite 298

DevLink Pro 298

DevLink Reserved Fields 366

DHCP 18, 164, 166, 245, 267, 270, 335, 371

DHCP Server 267, 270, 335

Dial 3K1 229

Dial 56K 229

Dial 64K 229

Dial calls 210, 215

Dial CW 229

Dial Direct 229

Dial Direct Hot Line 229

Dial Emergency 215, 229

Dial Extn 229

Dial Inclusion 229

Dial On Pickup 228

Dial Pad 290, 293

Dial Paging 229

Dial Plan 207

Dial Speech 229

Dial V110 229

Dial V120 229

Dial Video 229

Dialed Number 201, 203, 216, 249, 319

controlling 219

Dialed Number Identification String 249

dial-in/dial-out to/from 266

Dialing In 249, 266, 270

dialing plan 207, 248

DialPhysicalExtensionByNumber 229

DialPhysicalNumberByID 229

Dial-Up Circuit Support 267

DID 203, 249

DID/DDI 249

Differentiated Services Field 371

Diffserve 256

Digital Station Expansion Module 94

Digital Telephones 23, 180

Digital Wireless 3810 Telephone 180

Digital Wireless North American 151

Dimensions 177, 368

Direct Dialing 26, 200, 210, 312

Direct Dialing In 249

Direct Inward Dialing 203

Direct Media 147, 234, 242, 303

Direct Media Path 234

Direct Sequence Spread Spectrum 164

Direct Station Select 94, 219

Directory 7, 18, 191, 201, 220, 248, 270, 290, 293,365

Directory Entry 290

Directory Panel 290

Directory.csv 352

Disable ARS Form 229

Disable Internal Forward Busy 229

Disable Internal Forward Unconditional 229

Disable Internal Forwards 229

discover

NAT 253

Disk Space 319

Display Backlight 131

Display Msg 229

Distinctive 203, 279

Distinctive Ringing 203, 279

distinguish

doorphone 194

distribute 225, 257, 298, 310

voicemail 316

Distributed Hunt Groups 225, 257

Disturb 205, 299

DMS100 249

DMS-100 370

DMS-250 370

DMZ 253

DND 207, 217

bypass 207

DNIS 249, 319

DNS 267, 269

Do Not Disturb 205, 207, 210, 217, 219, 229, 299,365

Do Not Disturb Exception Add 229

Do Not Disturb Exception Delete 229

Do Not Disturb Off 229

Do Not Disturb On 229

Domain 267, 269

Domain Name Service 267, 269

Door Entry 82, 194, 209, 228, 293

doorphone

distinguish 194

doorphone calls 194

Doorphone Entry 194

Doorphones 194

DS 22, 84, 94, 98, 127, 129, 131, 147, 149, 150,180, 368, 371

DS 16 Module 368

DS 30 Module 368

DS Field 371



Index

DS Phones 127, 129, 131

DSS 94, 147, 149, 150, 196, 219, 317

DSS key 317

DSS key incorporates 317

DSS Modules 147, 149, 150

DSS Unit 196

DSS/BLF 202

DSS/BLF key 202

DSSS 164

DSU 91, 249

DTE 370

DTE Port 370

DTMF 190, 194, 216, 234, 246, 249, 262, 299,312, 313, 317, 371

sending 279

DTMF Dialing 190

DTMF Digits

RTP Payload 371

DTMFA 370

DTMFC 370

DTMFD 370

D-Type 370

D-type on IP412 370

Dual Charger 161

Dual PRI E1 84

Dual PRI E1R2 RJ45 84

Dual PRI T1 84

Dual Universal PRI 82

Dutch 177, 179, 303, 314

DVD 319

Dynamic 18, 127, 129, 131, 147, 149, 150, 256,371

Dynamic Host Control Protocol 371

Dynamic IP 127, 129, 131, 147, 149, 150

- E -

E&M DID 249

E&M Switched 56K 249

E&M Tie Line 249

E.164 371

e.g 216, 262

E1 22, 91, 212, 248, 249, 259, 321, 335

including 18

E1 ISDN 335

E1 PRI 212

E1/T1 259, 267

E1R2 91, 212, 249

E1R2 Channel Associated Signaling 249

E1R2 MFC 91

E911 228

Echo 242

128ms 18

e-commerce

Internet 266

ECT 249

eg 205

Eliminating

conferencing 7

ELR/TBR switchable 191

Email 7, 82, 161, 204, 266, 267, 269, 302, 303,356

accessing 311

Copy 321

Forward 321

leading 310

reading 20

sends 319

subject 307

Voicemail 307

Email addresses 311, 319

Email application 307

email inboxes 20

Email Notification 307, 356

Email Reading 311

email reading checkbox 311

Email Systems 20, 307

emails 303, 307, 311

e-mails 256

Embedded 22

Embedded Applications 127, 129, 131, 147, 149,150

Embedded Messaging 22, 204

Embedded Messaging Card 356

Embedded Voice Memory 370

Embedded Voicemail 20, 22, 82, 226, 229, 242,302, 303, 321, 356

Enable ARS Form 229

Enable Internal Forward Busy 229

Enable Internal Forward Unconditional 229

Enable Internal Forwards 229

enabled/disabled 207

Encapsulation 268

Frame Relay 246

encoding

G711 164, 166

Enlarged earpiece 167

Enterprise 161, 188, 310, 334

ENTITY MIB 371

entry/double 335

Entry-level voicemail 303

EnumerateAddresses 364

Equisys 310

ERP 310

escalates

doctor’s mobile/cell 317

ESP 371

ESP DES-CBC Cipher Algorithm 371

Estimated Time

Answer 321

ETA 321

Ethernet 18, 22, 82, 93, 127, 129, 131, 133, 147,149, 150, 160, 161, 232, 240, 253, 266, 267



Index

Ethernet eliminates 240

Ethernet LAN 161, 232

Ethernet Ports 22, 127, 129, 131, 147, 149, 150,253, 266

Ethernet Switch 18, 266, 267

EU24 94, 131, 133

Euro ISDN 91

Except 147, 218, 253, 256, 335, 356

4601 240

Exchange/SMTP

GFI FAXmaker 310

executing

Acquire Call 227

Executive Wireless 196

Exit Queue 321

Expansion 22, 82, 84, 93, 94, 127, 129, 131, 133,249, 356, 357, 368

expansion module provides 93

Expansion Modules 22, 82, 93, 94, 131, 356, 368

Expansion Units 368

Explicit Call Transfer 249

Explicit IV 371

Exporting 352

Extended Callback Control Protocol 269

Extended CBCP 269

Extended Personal 303, 316, 321

Extended Personal Greetings 303, 316

EXTENSION NUMBER 352

External 93

External Bell 370

External Call 203, 207

External Expansion Modules 93

External Number 217, 226, 249, 303

External O/P 82

External Participants 335

External Systems

Forward Emails 321

Extn Login 229

Extn Logout 229

Extreme Alpine Series 234

Extreme Alpine Series switches 234

Extreme Networks 234

- F -

failover 93

Fall Back 224, 266

Fast Forward 204, 303, 321

Fast Forward Message 321

Fast Start 234

Fax 23, 234, 246, 259, 303, 310, 311, 321

carrying 245

routing 303

fax calls 234, 245

Fax Messages 310, 311

Fax Relay 246

Fax Transport 234

Faxination 310

FaxMail Pro 310

FCC 164, 166, 370

Feature Key 23, 82, 127, 160

Feature Licensing 23

FEATURE NAME 352

Feature Support 321

Feature Table 190

Fenestrae 310

Fenestrae Faxination Server

Microsoft Exchange 310

Field Data 366

File Transfer Protocol

including 269

Finnish 177, 179, 303

firewall 18, 82, 256, 266, 269, 335

Small Office Edition offers 267

firewall/VPN 7

firewalled 266

firewalled Layer 266

firewalls 269, 270

Firstly

TTS 311

Fixed Feature Buttons 127, 129, 131, 147, 149,150

Flash Hook 229

Flash Memory 303

Flow Control 127, 129, 131, 147, 149, 150, 245

Follow Me 210, 217, 218, 229, 303, 312, 365

Follow Me Here 229

Force login 365

Forced Account Code

set 215

Forward All 219, 299

Forward All Calls 299

Forward Busy 217

Forward Emails

External Systems 321

Forward Hunt Group 218, 229, 365

Forward Hunt Group Calls Off 229

Forward Hunt Group Calls On 229

Forward Message 321

Forward No Answer 217, 227

Forward Number 229, 365

Forward on Busy 213, 217, 218, 229, 299, 365

Forward On Busy Number 229, 365

Forward On Busy Off 229

Forward On Busy On 229

Forward on No Answer 205, 217, 229, 299, 365

Forward On No Answer Off 229

Forward On No Answer On 229

Forward Unconditional 217, 218, 229, 365

Forward Unconditional Off 229

Forward Unconditional On 229

Forward voicemails 259



Index

Forwarding 218, 290

Email 321

Multiple 321

Multiple Mailboxes 321

voicemail 303, 307

Forwarding except 218

FRAD 256

frame instructs 245

Frame Relay 242, 266, 267, 268, 303, 371

Encapsulation 246

framed 256

Frame Relay Assembler Disassembler

IP Office employs 256

Frame Relay Encapsulation 371

Frame Relay's PVCs 256

framed 242, 245, 246, 266, 267, 268, 303, 371

Frame Relay 256

Front Door 194

FSK 370

FTP 269

- G -

G.711 127, 129, 131, 147, 149, 150, 243, 246

including 234

G.711 A-law/U-law 246

G.711A 259

G.711MU 259

G.723 160

G.723.1 243, 246

G.723.1 MP-MLQ 246

G.723.1. 234

G.723.1-6K3 259

G.726 16kbps ADPCM 319

G.729 160, 246

G.729 Annex 246

G.729a 166, 234, 243, 259

G.729a/b 127, 129, 131, 147, 149, 150

G711

encoding 164, 166

Gatekeepers 232, 234

requests 233

Gateway 18, 161, 188, 232, 233, 234, 242, 256,266, 267

Greetings 303, 316, 321

Greetings & Mailbox Navigation 303

greetings provide 316

Ground Start 18, 93, 249, 370

Ground-Start 249

GROUP 352

Group Listen 229

Group Listen Off 229

Group Listen On 229

Group working 160

- H -

Handover 160

Hands Free Pouch 161

Handset 26, 82, 147, 149, 150, 160, 161, 177,179, 180, 190, 200, 204, 209, 223, 225, 256, 268,298, 303, 317

Handset Liquid Crystal Display 180

handset offers

high-resolution 161

Handset Volume Control 180, 190

Hands-free/ Speakerphone 179

Hardware 82, 160, 295

Hardware provides 82

Head Office 22

Header Compression 245, 246, 371

Header Message 321

Headset 127, 129, 131, 147, 149, 150, 161, 177,179, 180, 191, 195, 228, 229

Headset Socket 127, 129, 131, 147, 149, 150

Headset Toggle 229

headset/microphone 232

Heat Dissipation 368

Held Calls Panel 290

Held Panel 290

Help Desks/Support Desks 313

HH 352

High Voltage 191

Hold 7, 127, 129, 131, 180, 190, 201, 202, 203,207, 208, 219, 229, 266, 267, 290, 316, 321, 364

Hold Call 202, 229, 290

Hold Call Waiting 202

Hold CW 229

Hold Music 201, 202, 229

Hook 223, 228

Hook Dialing 223

Hot Desk 208, 257

Hot Desking 208

Hours greeting 226

HP's Network Node Manager 356

HTTP 269

Hunt Group Broadcast Messages 316

hunt group call handling 218

Hunt Group call ringing 209

Hunt Group Calls 209, 210, 218, 225, 226

Hunt Group Disable 229

Hunt Group Enable 229

Hunt Group Enable/Disable 206

Hunt Group exceed 227

HUNT GROUP EXTENSION 352

HUNT GROUP NAME 352

Hunt Group Recording 318

HuntGroup.csv 352

Hybrid” PBX 232

Hz 240

- I -

I55 259

ICLID 249

Illuminated 3-line 177



Index

Illuminated 5-line 179

IM 279

Immediate Reboot 352

Inbound Call Handling 224

Incoming Call 206, 224, 249, 269, 279, 290, 302,303, 318

Incoming Call Routes 206, 224, 302, 303, 318

incoming call scripting 279

indicating

Talk 180

industry-standard 259

Information Bulletin Boards 313

Information Protocol

Routing 270, 371

Information within Call Flows 313

Inhibits

COLP 249

Inline Power 10/100 BaseT Switching Module 240

input rating

power 368

In-Queue Announcements 321

Insert 201, 313, 319

Installation Guide 180

Integral 10/100 Mbit Layer 267

Integral Static 18

Integral T3 98

Integral T3 IP 98

Integrated H.323 Gatekeeper 18

Integrated Management Suite 356

Integrated Messaging 20, 321

Integrated Messaging Pro 20, 23

Intelligent 7, 224

Interaction 7, 313, 317

Voicemail 307

Interactive Voice Response 7, 20, 82, 313

building 303

Interchange 259

Internal Call 203, 210, 366

Internal Directory 257

Internal Modem 22

Internal Modem Card 22

Internal Twinning 210

Internal/External 316

Internal/External greeting 316

Internet Access 18, 266, 268

Internet browsing 269

Internet Explorer 319

Internet IP Security Domain

Interpolation 371

Internet Key Exchange 371

Internet Protocol 232

Security Architecture 371

Internet Protocol Control Protocol 371

Internet Protocol refers

type 232

Internet Security Association 371

Internet Service Provider 269

Internet Standards/Specification 246

Internet Telephony 7, 18, 253

Internet Telephony Service Providers 253

SIP trunking 18

internets 371

Internetworking 259

interoperability 257, 299

messaging 259

Interoperable 259

interoperate 270

networking 18

interoperation 270

Interpolation

Internet IP Security Domain 371

Interquartz 191, 194, 196

Interquartz Doorphone 194

Interquartz Gemini 191, 196

Interquartz Gemini 9281-AV 196

Interquartz Gemini Phones 191

Introduction 98, 352

IP Telephony 232

Intrude 207, 208, 227, 298, 303, 365

INTUITY 259, 279, 303, 310, 311, 316, 317, 321

Intuity Audix 259, 321

Intuity Audix 4.4 259

Intuity Audix Emulation Features 321

Intuity AUDIX™ 259

Intuity Emulation 302

Intuity Feature 321

INTUITY Mode 310, 311, 317

Intuity TUI 321

Invited 290

IP Address Assignment 127, 129, 131, 147, 149,150

IP Authentication Header 371

IP DECT 3700 294

IP DECT Capacities 160

IP DECT IPO STARTER KIT 160

IP DECT System 160

IP DECT Telephone 160, 177, 179

IP DECT Wireless Handset 196

IP Encapsulation Security Payload 371

IP Extensions 22, 234

IP Hard Phone 232

IP Office Management Utilities 352

IP Office Manager 22, 82, 203, 207, 213, 219, 249,269, 311, 316, 318, 335, 352, 357

IP Office Phone Manager application maintains 220

IP Office Phone Manager Lite 335

IP Office Professional Edition 82, 303, 321, 335

IP Office Professional Edition Upgrade 82

IP Office Small Community Networking 202, 203,205, 207, 209, 219, 257



Index

IP Office Standard Edition 82, 335

IP Office stores

list 215

IP Office Support Fax 245

IP Office Supports 245, 270

IP Office Time Profiles 318

IP Office Voicemail Pro Intuity Audix EmulationFeatures 321

IP Office VoIP 245

IP Office’s 253

IP Office's Directory 201

IP Office's list 215

IP Offices Transit Network Selection 249

IP Office's WAN 256

IP Packet 245, 256

IP Packet Flow Control 245

IP PBX 232

IP Phone Adapter 240

IP Phone Power Adapter 240

IP Phones 82, 127, 129, 131, 220, 227, 233, 240

IP Power 240

IP Security Document Roadmap 371

IP Service 266

IP Telephone Power Consumption 240

IP400 3rd PRTY IVR RFA 313

IP400 Analog 16 22

IP400 Analog Trunk 16 22, 93

IP400 Analog Trunk 16 Module 93

IP400 Digital Station 94

IP400 Digital Station V2 Module 94

IP400 Phone 203

IP412 18, 22, 82, 93, 228, 234, 245, 266, 267,302, 321, 335, 368, 370

IP412 Control Units 368

IP412 Maximum Heat Dissipation 368

IP412 Supports Two 64-party Conference Banks 335

IP500 18, 20, 22, 23, 82, 84, 93, 94, 228, 234,245, 249, 257, 266, 267, 302, 303, 321, 335, 368,370

default 82

existing 91

voicemail 303

IP500 Analog Phone 91

IP500 Analog Trunk 16 93

IP500 Analog Trunk 16 Expansion Module 93

IP500 Analog Trunk 16 Module 93

IP500 Analog Trunk Card 91

IP500 BRI 91, 93, 249

IP500 BRI So8 93

IP500 BRI So8 Expansion Module 93

IP500 BRI Trunk Card 91

IP500 Cards 84

IP500 Compact Flash voicemail 20

IP500 Control Unit 82, 84

IP500 Digital Station 91, 93, 94

IP500 Digital Station Expansion Module 93

IP500 Digital Station Module 94

IP500 Expansion Modules 82

IP500 Legacy Card Carriers 84, 91

IP500 Phone 93

IP500 Phone Expansion Module 93

IP500 PRI 91

IP-based WiFi 151

IPCP 371

IP-DECT 160

IPSec 18, 256, 270, 371

IPSec Tunneling 270

IPSec VPN 256

IP-telephony 240

ISAKMP 371

ISBN

asked 314

enters 314

ISDN 18, 91, 224, 242, 246, 248, 266, 267, 279,370

BRI S-interfaces 93

following 249

incoming 249

outgoing 249

ISDN Basic 249

ISDN Basic Rate 249

ISDN DSS1 249

ISDN MSN 224

ISDN Ports 370

ISDN Primary 249

ISDN Primary Rate 249

ISDN/PRI 224

ITAddress 364

ITU-T Recommendation E.164 371

IVR 7, 20, 303, 313, 321

providing 315

- J -

Japanese 303, 314

Juniper 188

- K -

Kbps 257

LAN 245

Point 245

Kentrox 188

Key Management Protocol 371

Key System 232

Keyboard Actions 293

Keyboard Mapping 293

- L -

L2TP

Securing 371

Lamp Operation 212

Language 177, 179, 205, 220, 299, 302, 303, 311,312, 314, 352



Index

language depending 302

Lanyard 161, 166

Last Number Redial 191, 229

Latin 303, 314

Latin American 303

launch 357

Layer Two 371

Layer Two Tunneling Protocol 371

LCD 180, 191, 204

LCP 269, 371

LCR 262

Existing 216

LCS 279

LDAP 18, 270

leading

email 310

Leased Line 18, 248, 266, 267, 268

types 267

Leased Line Support 267

Least Cost 215, 216, 226, 248

Existing 262

Least Cost Routes 215, 226

Least Cost Routing 216

Existing 262

LED 147, 149, 150, 191, 240

Legacy Card Carrier 82, 91

License Key 23, 270, 298, 303, 311, 313

License.csv 352

LIFO/FIFO 321

Link Control Protocol 269, 371

Linked Numbering 262

Linked Numbering Scheme 262

Lite 20

Lithium Ion Battery 166

LLB 91, 249

Local Area Network 232, 234, 266, 267, 270, 298

Local End Echo Cancellation 25ms 246

Local Phone Directory 279

Local Telcos 249

Locating

SIP Servers 371

Longest Waiting 225, 293

Loop Greeting 321

Loop Start 18, 93, 249

Loop start/Ground 370

Loop-Start 91, 249

Lord Of The Rings 314

Lotus Notes 307, 310

Low-Speed Serial Links 371

- M -

Mail Box

Remote Access 321

Maintainers Network Manager 356

make/receive

headset/microphone 232

Malicious Call Identification 249

Manage voicemail 321

Managed Frame Relay Network 256

Managed IP VPN 242, 256

Management Tools 22

Manager 5.1 352

Manager application 208

Manager provides 352

manager/secretary 213

Managment Information 371

Many Avaya 203, 212, 219

Many Simultaneous Calls Can 243

MAPI 20, 307

Mbps 245, 256

Mbps LAN 256

MCID 229, 249

MCID Activate 229

MCU 233

MDAC 313

Media 22, 233, 242, 246, 293, 298, 311, 356

Media Service Provider 298

Medical 7

medical issues 7

Medium-Size Companies 7

Meet Me conferencing 334

Meeting 205

Meet-Me 82, 334, 335

Meet-Me conferencing 82

Meet-Me Conferencing on IP500 335

Meet-Me Conferencing Solution 334

Memory 180, 191, 202, 242, 370

Menu Bar 290

MERLIN MAGIX 98

Message Announcements 321

message handling

individuals 303

Message light 190

Message Storage Capacity 302

Message Waiting 23, 147, 149, 150, 180, 191,203, 248, 316, 321

Message Waiting Indication 191, 203, 259, 321

Message Waiting Indicator 127, 129, 131

message waiting lamps 203

Message Waiting Light 190, 259

Messages Button 129, 131

Messaging Card 22, 356

Microsoft application 269

Microsoft Live 279

Mid Span Power 240

Mid-Span 240

Mid-Span Power Distribution Units 240

Miercom 7

milli-seconds 243

ML-PPP 268, 371

MM 352



Index

mm/inches 368

Mobile Twinned Call Pickup 229

Mobile Twinning 23, 82, 229, 312

mobile/cell 210, 217, 218, 303, 307, 317

Mobile/Cell Phone 210, 217, 218, 303, 307

Mobility 26, 151, 160, 161, 180, 200, 208

Mobility Solutions 151

Modify’ 316

Modify’ existing lists 316

Modular 22, 82, 302, 321

Modular Messaging 321

Modular Messaging Voicemail 302

Monitor 91, 208, 223, 227, 249, 279, 293, 298,299, 318, 319, 335, 352, 355, 356, 357

Monitor Calls 227

Most Avaya 220

MP 371

MPPC 371

MSDE 319

MSP 298

Multiclass 246

Multi-Class Extension

Multi-Link PPP 371

Multiclass Extensions

Multilink PPP 246

Multi-Level Tree Structure 321

Multi-Link 268, 371

Multilink PPP

Multiclass Extensions 246

multiple incoming 212

Multiple Mailboxes

Forward 321

Multiple Subscriber Number 249

Multiple Time Entries 226

multipoint 233

point 249

Multipoint Connection Units 233

MultiVantage 259

Mute 127, 129, 131, 177, 179, 190, 191, 219

MWI 203

- N -

NA 151

NAME 352

Calling 290

NAT 18, 256, 269, 371

discover 253

Netgear 188

Network Address Translation 18, 256, 269, 371

Network Address Translators 371

network addresses 18, 256, 269, 371

Network Alchemy 82

Network Assessment 245

network called

Public Switched 232

network comprising 270

Network Manager 356

Network Manager application 356

network numbering 262, 269

Network Numbering Schemes 262

network ready 7

Network Requirements 242

Network Time Protocol 371

Networked Messaging 303, 311

Networked Messaging Solution 311

Networking Features 257

Networking maximizes 248

networks converging voice 161

networks including private 232

New message 203, 266, 311

new/old/saved 204

new/repeat/answered/unanswered 191

NI2 249

Night Service 224, 225, 226, 365

Night Service Fallback 225

Pass 226

Night Service Group 225

No Answer 210, 217, 218, 229, 290, 365

No Answer Interval 217

No Answer Time 210

Node Numbering 262

Node Numbering Scheme 262

North American Primary Rate Interface 249

North American T1 249

Norwegian 177, 303, 314

Not Disturb 207, 217, 219

Not Disturb Exception Add 229

Not Disturb Exception Delete 229

Not Disturb Off 229

Not Disturb On 229

Notice 7

Now there’s 7

NTP 371

NULL Encryption Algorithm 371

Number service 249, 312

number/name 321

number’ 202

Numeric Keystrokes 293

Nylon Pouch 161

- O -

OAI 161

Octel 259

Of Hours 316

Off Hook Current 370

Off Hook Operation 228

Off Hook Station 229

Offer/Answer Model 371

offering

high-resolution 161

high-resolution backlight 161

Off-Hook Station 228



Index

office heating 303

Office-quality speakerphone 166

Oldest 227, 319

oldest ringing/waiting 227

oldest ringing/waiting call 227

On Demand Call Recording 303

Open Application Interface 161

Open CTI 20

OpenView application 356

Operator SoftConsole 20

Optional Add-Ons 147, 149, 150

Other Avaya Products 98, 259

Other Features 321, 335

Out Of Hours 316

Outbound Call Handling Features 215

outcall 317

Outcalling 321

Outlook 20, 279, 310

Goldmine 279

Output Port 194, 370

Overflow Group 225

Overhead LAN 243

Overhead WAN 243

- P -

PABX's 18, 233

provide 22

Packet Based 256

Packet Based Voice Networking 256

packet filtering 269

packet switching 256

packetization 246

packetized VoIP

allowing 256

packetized VoIP calls 256

packets arrive

port 245

packet-switched 232

Packet-Switched Telephony 232

Packet-switched VoIP 232

Pager 307

Paging

Calls 210

Pan European Connection 370

PAP 266, 268, 270, 371

Park 202, 203, 210, 229, 290, 293, 294, 303, 317,366

Park Call 229

Park ID's 290

Park Return 210

Park Slot Panel 290, 293, 294

Park Slots 202, 290, 293, 294, 317, 366

pass calls 226

Password 204, 266, 268, 294, 352, 371

PC application 316

PC application Phone Manager Pro 316

PC Based 302

PC Softphone 20, 82, 200, 279

PC Softphones 26

Permanent Virtual Circuits 256, 268

Personal 312

Personal Distribution Lists 279, 316

Personal Numbering 303, 312, 321

Personal Options 321

Personalized Greeting 321

Personalized Ring Patterns 127, 129, 131, 147,149, 150

Personalized Ringing 190, 203

Phone 16 368

Phone 16 Module 368

Phone 30 Module 368

Phone Manager application 206, 207

Phone Manager Feature Summary 279

Phone Manager GUI 316

Phone Manager Lite 20, 82, 220

Phone Manager Lite/Pro/PC Softphone 82

Phone Manager PC Softphone 23, 232

Phone Manager Pro 20, 23, 82, 194, 209, 220,279, 316, 321

Phone Manager Pro PC Softphone 82

physical/logical 245

Pickup 209

Pick-Up 205

PIN 20, 313, 321, 335

prompted 302

requesting 334

PIN checking 313

PIN Code By-Pass 321

PIN code/menu 335

Plain Old Telephone Services” 232

Platform Support 321

Play Advice

switching 318

played back 316, 321

PoE 98, 127, 129, 131, 133, 147, 149, 150, 160,232, 240

Point Compression

Microsoft Point 268, 371

Point Protocol

Point 371

Point WAN 245

Point-to-Point 249, 256, 266, 267

Point-to-Point Protocol 266, 267

Power Distribution Units 240

Power Fail Ports 370

Power Options

IP Telephones 240

Power Supply 127, 129, 131, 133, 147, 149, 150,240, 368

Power Supply Units 368

Powered Data Unit 240

Powered LAN 98



Index

PPP 246, 266, 267, 268, 270, 371

PPP Fragmentation 246

PPP MP 371

PPP Multilink Protocol 371

PR 249

PRI 18, 82, 84, 91, 248, 249, 370

PRI 30 E1 84

PRI 30 E1R2 RJ45 84

PRI E1 370

PRI ISDN Services 370

PRI ISDN Switch 370

PRI T1 18, 84, 370

PRI T1 Service 370

PRI T1/J1 370

prices—Avaya 7

Primary Rate ISDN 249

Primary Rate Trunks 91, 249

prioritization 161

Priority 7, 127, 129, 131, 161, 224, 229, 232, 317,365

Priority Call 224, 229

Priority Processors 161

Privacy Mechanism

Session Initiation Protocol 371

Private 7, 91, 208, 215, 229, 232, 248, 256, 259,266, 269, 316, 317

Private Call 208, 229

Private Call Off 229

Private Call On 229

Private Circuit Switched 248

Private Circuit Switched Voice Networking 248

Private Networking 259

Private Voice Networks 91, 248

Pro 20, 194, 307, 335

upgrades 23

Pro provides 20

Product 7, 188, 191, 227, 229, 259, 295, 298, 299,310

receiving 7

time during 23

product configuration documents 229

Product Configurations 229

Product Description 227

Operating System 295

Professional Edition 23, 335

Standard Edition 82

upgrade 82

prompting

PIN 302

Voicemail Pro 312

Protocol Applicability Statement 371

protocol passing 269

Protocols 91, 160, 161, 232, 233, 234, 242, 246,256, 259, 267, 268, 269, 270, 310, 355, 371

protocols including 269

Proxy Address Resolution Protocol 269

PSK 166

PSTN 212, 242, 245

IP Office connects 232

SCN 216, 262

PSU 368

PTT 167

Public 7, 18, 91, 188, 203, 215, 216, 226, 232,233, 245, 248, 249, 256, 267, 269, 270, 303, 316,371

Public Network 215, 216, 233, 256

Public Switched 245

network called 232

Public Switched Telephone Network 245

called 232

Public Voice Networking 249

Pulse 209, 249

Push 194

push-to-talk” 161

Put_EventFilter 364

PVCs 256, 268

- Q -

Q.931 246, 249, 256, 257

Q.931 signaling 249

QoS 18, 127, 129, 131, 147, 149, 150, 161, 242,245, 256, 357

QoS Options 127, 129, 131, 147, 149, 150

QoS/Class

Service 245

QSIG 18, 212, 249, 257, 259

following 248

limit 82

running 321

terminates 248

QSIG Networking 18

QSIG provides

level 248

QSIG signaling 248

Quad Chargers

3641 161

Quality Assurance 209

Queue Announcements 302, 303, 321

Queue Entry Announcement 321

Queue Manager 20

Queue Mode 293

Queue Panel 290

queue panel displays

bar 290

queue position 321

Queue Position Announcement 321

Queue Threshold Alert 227

Queue Update Announcement 321

QUEUING 352

Quick Charger 161

Quotas 266, 268, 366

Quotas place 266



Index

- R -

Radio Frequency 2.4000 164, 166

Radio Frequency 2.4000 GHz 166

RAS 270

Rate Adaptation 371

Rating

24V DC 368

reachability 7

reading

email 20

Real Time 20, 246, 303, 371

Real Time Control Protocol 246, 371

real time tracking 20

Reattempt 290

Reboot When Free 352

Rec 371

Recall button 190, 191

receiver’s 232

Receiving Door 194

Reception 203, 228

Breakout 321

Rechargeable Battery 180

Reclaim Call 206

Record Message 229, 317

Record/Send 321

recorded message stating 317

Recording 318

Time 321

Recordings 317, 318, 319

Redial Button 180, 190

Region 151, 160, 189, 196

RegisterCallNotifications 364

relating

conferencing 335

Relay Off 229

Relay On 229, 303

Relay On/Off/Pulse 209

Relay Pulse 229

Release 4.0 357

Release 4.0.7. 160

Release 4.1 226, 267

Remote Access 18, 22, 26, 200, 266, 270, 303

Mail Box 321

Remote Access Features 266

Remote Access Server 18, 22, 270

Remote Access Services 26, 200, 266

Remote Hot Desking 208, 257

Remote Management 335

REN 370

Repeat Message 321

Replay 303, 319

replay rights 319

Reply 303, 311, 316, 321

requesting

Gatekeeper 233

PIN 334

Rest 266

World 335

restricted/allowed 269

Resume Call 229

Retrieve Call 229

Return On Investment 334

Rewind Message 321

RFA 259

RFC 246, 371

Ringer 147, 149, 150, 180, 190, 191, 203, 227

Ringer Equivalency 190

Ringer On/Off 180

Ringing

Patterns 190

Volume Control 190

RIP 18, 270, 371

RJ45 Ethernet 370

RMS 370

ROI 334

ROTARY 352

router alleviates 266

router/firewall/DHCP 22

Routing Information Protocol 270, 371

RTP 243, 253, 371

RTP Payload

DTMF Digits 371

RTP Relay 253

RTP Voice Data Payload 243

RTP/RTCP 246, 371

Ruggedized 165, 166, 167, 196

Russian 303, 314

RW 319

- S -

S Message 366

S0 249

S0 Endpoint

Call 249

S3210 259

Save Message 321

Save Profile 290

SBC 253

scalable 22, 248, 310

Scalable Platform 22

Scan’ 316

SCN 82, 208, 225, 257

PSTN 216, 262

Screen Pop 279, 298

Screen-Popping 201

SDP 371

Search 293, 319

Secondary Dial Tone 207, 229

secretary’s 207

Securing

L2TP 371



Index

Security Architecture

Internet Protocol 371

Self-Administration 223

Send Email 321, 356

Send Instant Messages 279

Separated incoming/outgoing 279

Series 23, 84, 93, 94, 98, 127, 129, 131, 133, 190,196, 294, 298, 303, 368

server PC's 368

servers provide 269

Service Packs 295

Service Provider conferencing

compared 334

Service Provider conferencing services 334

service provider supporting 201

Service Providers 18, 82, 201, 249, 253, 256, 270,279, 334

service-by-service 268

Session Border Controller 253

Session Description Protocol 371

Session Initiation Protocol 232, 246, 253

Privacy Mechanism 371

Set Absent Text 229

Set Account Code 229

Set Authorization Code 229

Set Hunt Group Night Service 229

Set Hunt Group Out

Service 229

Set Hunt Group Out Of Service 229

Set Inside Call Seq 229

Set Message Priority 321

Set Mobile Twinning Number 229

Set Mobile Twinning Off 229

Set Mobile Twinning On 229

Set No Answer Time 229

Set Outside Call Seq 229

Set Ringback Seq 229

Set Wrap Up Time 229

SetCallInfoBuffer 364

short code representing 317

Short Codes 202, 226, 227, 229, 257, 268, 303,317, 335

Short Message System 307

ShortCode.csv 352

Shut Down Embedded Voicemail 229

Signaling

Conforms 249

Signaling Channels 160, 249

Silence Suppression 234, 246

Simple Network Management Protocol 356, 371

Simple Outlook 279

Simple Telephony Call/Basic 248, 259

Simple Telephony Call/Basic Call 248, 259

Simple Traversal

UDP 253

User Datagram Protocol 371

Simultaneous 245

Simultaneous VoIP Calls

Maximum Number 245

Small Community Network 202, 203, 205, 207,208, 209, 219, 225, 257, 259, 303

SMDR 82, 215, 298

SMI 164

SMS 307

SMS/text 310

SMTP 20, 303, 307, 352

SMTP email 352

SMTP/POP3 310

SNMP 127, 129, 131, 147, 149, 150, 240, 256,352, 356, 371

SNMPv1 371

So8 368

So8 Module 368

Soft 18, 166, 206

SoftConsole 23, 82, 202, 205, 209, 219, 228, 290,293, 294, 295

SoftConsole Administration 294

SoftConsole gives

operator 290

SoftConsole Options 293

SoftConsole PC Requirements 295

SoftConsole Telephone Requirements 294

Software Developers Kit 298

Software Development Kit 20, 298

SOHO 207

Sophisticated Queue Announcement 303

SOS Emergency key 177

Speaker button 223

Speaking Clock 303, 321

Special Features

4625 SW 131

5410 129

5420 131

5621 SW 131

Special Services 249

Specialty Handset Support 190

Speed Dial 129, 131, 219, 279

Speed Dial List 129, 131

Sprint 249

SQL 313

SQL Query Builder Wizard 313

SSA 357

SSA connects 357

SS-CNIP 248

SS-CNIR 248

SS-CONP 248

SS-CT 248

SS-MWI 248

SSS 249

STAC 371



Index

Stac Lemple Ziv 268

STAC LZS Compression Protocol 371

stackable 82

Stand

Charging 180

Stand Power Supply Adapter

Charging 180

Standard 40W Power Supply Unit 368

Standard Edition 23

Professional Edition 82

standards-based 18, 224

standards-based TAPI 224

Starter Kits” 160

starting

Day One 7

station/access 98

Status 22, 82, 133, 164, 205, 208, 213, 219, 225,290, 293, 299, 303, 319, 352, 357

Status Application 22, 82, 357

Status Bar 290

STD15 371

STD16 371

STD17 371

STD56 371

STD57 371

Still Queued 303

strings 249

Absence Text 205

Structured Query Language 313

STUN 253, 371

Sub-addressing

Allows 249

subject 7, 201, 227, 318

email 307

Summary 91, 196, 245

Positioning 302

Supervised Transfer

called 203

supervisor’s Coverage Timer 210

Supervisors 206, 210, 316

Supplementary Service 256, 257

Supplementary Services within 257

Supplementary Services within IP Networks 257

Suspend Call 229

Suspend CW 229

Sv 366

SW 127, 129, 131

SwapHold 364

Swedish 177, 179, 303

switchable 129, 131, 191

Switchable Time Break Recall 100 191

Switched Ethernet 18, 82

Switched LAN 22

switching

Capacity 370

Play Advice 318

WAN 256

synchronization 270, 321

Phone Manager 18

System Administration 319

System Administrator 201, 203, 206, 229, 318,319

System Announcement 321

systems supporting 311

- T -

T.38 234, 245

T.38 Fax 245

T1 18, 22, 91, 203, 212, 216, 248, 249, 259, 262,267, 321, 335

T3 94, 98, 147, 149, 150, 196, 204, 249, 368

Tabs 279, 290, 293, 335

TAPI 20, 82, 201, 298, 299, 364, 365

TAPILink Lite 298, 299, 364

TAPILink Pro 298, 299

TAPI-WAV 298, 299

Target RAS 366

TCP 371

TCP/IP 22, 371

TCP/UDP/IP 246

Technical Bulletin 253, 295

Technical Specifications 295

Technology Overview 233

telecommunication 371

telecommunication numbering 371

Telecommuter 209, 279

Telecommuter Mode 209, 279

teleconferences 7

Telephone Adaptors 22, 266

Telephone Cord 180

Telephone Devices 298

telephone establish 233

Telephone Extension Cable Lengths 368

Telephone Options 23

Telephone User Interface 303, 316, 317

telephone wishing 233

telephones including 18

telephones operating 245

Telephones Section 94

telephones utilizing Power 240

Telephony Functions 26, 200

Telephony Signals 371

Telephony Tones 371

telesales 303

Test Conditions 321

Text To Speech 20, 23, 303, 311, 314, 321

Text” 312

Text-to-Speech 303

TFTP 161, 164, 166, 245, 371

that’s 7

that’s right 7



Index

There’s 7

Third Party Database Access 321

Third Party Fax 310

Third Party Text

Speech 23

Third Party Text To Speech 23

Through Network Address Translators 371

TIA/EIA-646-B

conform 249

til 205

Time Division Multiplexing 82

time during

product 23

Time Entries 226

time linking

office 266

Time Profile 208, 225, 226, 268, 317, 318, 365

timebands 266

Time-Division Multiplexed Telephony 232

timeframe 321

timeout 201, 202, 317, 365

TNS 249

To Email 303, 307, 321

Toggle Calls 201, 229

toolkit 298

toolset 20

toolset including 20

Total base-stations/repeaters 160

Transfer call 290

operator 321

Transmission Control Protocol 371

transmission/reception 249

Transmit Power 100mw 164

TransTalk 9040 98

Tray 290, 294

Tray working 294

Trivial File Transfer Protocol 371

Trunk Cards 84, 91

Trunk Interfaces 18, 22

trunk lines 212

trunk providing 91

trunk/extension 91

trunk/VoIP 335

Trunks back 22

trunks/VoIP 335

TTS 311

adds 314

TTS Licensing 314

TTY 303

TTY hearing 303

TUI 303, 316, 317

Tunneling Protocol 270, 371

two-base-station 160

- U -

UK 303, 314

UK20 370

unencrypted 268

Uni 84

Universal PRI 91

Unlike circuit-switched 232

unmaps 269

Unpark 229, 364

Unpark Call 229

Unread 'User 290

unsecured’ 267

Unshielded Twisted-Pair 368

Unstructured Private Circuit 256

Upgrade License 82, 335

upgradeable 127, 129, 131, 147, 149, 150, 161

Upgradeable Firmware 127, 129, 131, 147, 149,150

Upgrade-Kit” 160

upgrade-license 160

Upn 147, 196, 368

UPS 240, 368

USA 370

USA Interfaces 370

use depending 91

Use mailing 321

user according

type 294

user acquiring

call 227

User CD-Rom 298

user collecting 266

User Datagram Protocol

Simple Traversal 371

user determines 213

user ensuring 196

user executing 227

User Interface 20, 166, 232, 303

user interface offering 232

user making 218

user name 290, 366

User Recording 318

user restricting 270

USER RIGHT 352

User Rights 216, 352

Using Text To Speech 20, 314

UTP 368

- V -

V.24 267, 370

V.24 Interface

19.2Kbps 370

V.24/V.28 370

V.32 91, 266

V.35 256, 266, 267, 370

V.90 22, 266

V.90 56Kbps 266

V110 371



Index

V120 371

V24 267

V35 267

V5.0 319

V90 18

VAC 240

VB 23, 303, 315

VB Scripts 23, 303, 315

VCM 18, 82, 84, 147, 160, 209, 242, 245, 253,256, 257, 321, 356, 357

Virtual 188, 232, 256, 268, 334

Voicemail 321

Virtual Office 188

Visual Basic 303, 315, 321, 364

Visual Basic Scripts 321

Visual Message Waiting Indication 191

Visual Voice 204, 303, 321

Visual Voice NOT 204

VLAN 127, 129, 131, 147, 149, 150

VM 217

Voice Call 224, 243, 259

Voice Communication Solution 18

Voice Communication Solution Features 18

Voice Compression 22, 84, 160, 233, 234, 242,245, 253, 256, 303

Voice Compression Module 233, 234, 242, 245,256

Voice encoding 166

Voice encoding G711 164

Voice Forms/Questionnaire Mailboxes 303

Voice Mail 7, 177, 179, 217, 290, 317

Voice Messaging 18

Voice Networking 23, 82

Voice Priority Processors 161

voice processing 298

Voice Recording 209, 303, 318

Voice Recording Library” 319

voice samples

telephone 242

voice traffic 161, 242, 245, 267

VoiceDirector 249

Voicemail 20, 22, 23, 26, 82, 129, 131, 194, 200,203, 204, 206, 207, 208, 209, 210, 213, 214, 216,218, 226, 227, 229, 234, 248, 257, 259, 266, 279,290, 302, 310, 311, 312, 313, 314, 315, 316, 317,318, 319, 321, 334, 335, 352, 356, 357, 365, 366,368

alter 225

control 303

distribute 316

Email 307

Forwarding 303, 307

Hunt Groups 321

Individual 321

Interaction 307

IP500 303

PC 303

routed 316

Virtual 321

Voicemail Box Feature 321

Voicemail Breakout/Personal Auto-Attendant 303

Voicemail Collect 229, 303

Voicemail email 312, 365

Voicemail email forwarding 312

Voicemail Feature Comparison 321

voicemail greeting 20

Voicemail Help TUI 321

Voicemail Node 229

Voicemail Off 229

Voicemail On 229, 312, 365

Voicemail Ports 209, 318

VoiceMail Pro 20, 23, 82, 204, 209, 226, 257, 259,290, 302, 303, 310, 311, 312, 313, 315, 316, 317,318, 319, 321, 334, 335, 356

pool 314

prompting 312

VoiceMail Pro application 194

Voicemail Pro Client 303, 312, 313, 317, 318

VoiceMail Pro Fax 310

VoiceMail Pro Manager 312, 321

VoiceMail Pro Networked Messaging 23, 259, 316

VoiceMail Pro Networked Messaging RFA 259

VoiceMail Pro Server 259, 303, 311, 315

voicemail ringback 203, 229, 321

Voicemail Ringback Off 229

Voicemail Ringback On 229

Voicemail Server 259, 266, 302, 303

Voicemail System 317, 319

Voicemails 204, 209, 307, 311, 321

VoIP 7, 18, 22, 23, 84, 151, 161, 195, 232, 234,242, 243, 245, 246, 248, 256, 259, 279, 357

VoIP application 245

VoIP calls 243, 245

VoIP provides 232

VoIP Standards Supported 246

VoIP Wi-Fi Solution 151

VoIP-compatible 232

Voltage 191, 240, 370

Volts 240

Volts Alternating Current 240

Volume 127, 129, 131, 177, 179, 190, 191, 219,312, 321

Volume Control

Ringing 190

Volume Down 127, 129, 131

Volume Up 127, 129, 131

VPIM 321

VPN 18, 22, 23, 82, 188, 256, 270

following 151

VPN IPSec/L2TP 23

VPN Phone Software 188

VPN Phones 23, 82, 151



Index

VPN Phones 23, 82, 151

Licenses 188

VPN tunneling 22

VPN-access 188

VPN-gateways 188

- W -

waiting

Acquire Call 227

walkie 161

walkie-talkie 165

Wall Plate Adapter 180

WAN 18, 22, 82, 160, 242, 243, 248, 266, 267,268, 270, 303, 355, 370

switching 256

VCM 242

WAN link 266

WAN multiplexers 267

WAN3 82, 93, 356, 368

WAN3 10/100 82, 93

WAN3 Module 356, 368

WAP WML 129, 131

Warm Start 352

Watts 240, 368

WAV 202, 279, 293, 307, 311, 319

wav file 202, 279, 319

waveform 319

Web 7, 18, 317, 318, 319

Web Server 319

Web site 18

Week Planner 303

WEP 164, 166

what’s 232

Whisper Announce 303, 321

Wide Area 93, 160, 256, 266, 267, 268

Wide Area Expansion 256

Wide Area Network 160, 266, 268

Wide Area Networking Protocol 267

Width 177, 368

WiFi 22, 98, 161, 164, 165, 166, 167, 196

Wink-Start 249

WINS 267

Wire 18, 98, 147, 149, 150, 161, 164, 166, 232,245, 294

closet/switch 240

wire speed 245

Wired Equivalent Privacy 164, 166

Wireless 7, 18, 22, 23, 26, 94, 98, 151, 160, 161,164, 180, 196, 200, 232, 240, 370

Wireless Access Points 22, 161

Wireless Module 370

Wireless Telephones 23, 98, 151, 161, 164, 180,196

Wireless VoIP 23

Within SoftConsole 290

WLAN 161, 240

WLAN Compatibility List” 161

workflow 303

workforce 310

workgroup 167

workgroups 20

World 189, 232, 266

Rest 335

WorldCom 249

worlds companies’ LANs 232

Worst Case 240, 368

Wrap Up 365

WS-X4148-RJ45V 240

WS-X6348-RJ45V 240

- X -

X.21 256, 266, 267, 370

X.25 268

XM24 94, 196

XM24 DSS Unit 196

- Y -

Year 7

Yes 127, 129, 131, 147, 149, 150, 279, 302, 321

- Z -

Zetafax

Networks 310



Performance figures and data quoted in this document are typical, and must bespecifically confirmed in writing by Avaya before they become applicable to any

particular order or contract. The company reserves the right to make alterations oramendments to the detailed specifications at its discretion. The publication of

information in this document does not imply freedom from patent or other protectiverights 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 disclosedor used except in accordance with applicable agreements.

© 2011 Avaya Inc. All rights reserved.

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Product Description - Avaya IP Office Business Phone Systems · 2020. 2. 15. · separate, Avaya IP Office brings them together so you can easily turn a home or mobile phone into