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Product Description
IP Office 4.2
© 2009 AVAYA All rights reserved.
Page 242
Issue 18.s.- (22 May 2009)
13. The Contact Center
Avaya provides Customer Contact solutions that meet the needs of the small to medium business. From the
smallest company that requires basic system performance reporting to the larger businesses that need
advanced routing and multimedia integration with the Customer Contact Center. Avaya provides two solutions
on the IP Office communications platform based on the needs of Small Business Customers.
- IP Office 4.2 1
- Contents 3
- Chapter 1 5
- Introduction 5
- 1. Introduction 6
- Mobile Call Control 11
- Static NAT 12
- SMDR Output from IP Office 14
- Management Tools 21
- Scalable Platform 21
- Telephone Options 22
- Chapter 2 23
- IP Office Platform 23
- 2. IP Office Platform 24
- IP Office 500 Control Unit 25
- IP500 Cards 27
- IP500 Trunk Cards 30
- IP Office IP412 Control Unit 32
- IP400 Trunk Interface Cards 34
- Internal Daughter Cards 36
- External Expansion Modules 37
- IP500 Phone Expansion Module 38
- IP500 Analog Trunk 16 Module 39
- IP500 BRI So8 Module 39
- IP500 Digital Station Module 40
- IP400 Phone Module 41
- IP400 Analog Trunk 16 Module 43
- Chapter 3 45
- Telephones 45
- 3. Telephones 46
- 4601 Telephone 55
- T3 Telephone Range 63
- T3 Compact 64
- T3 Classic 65
- T3 Comfort 66
- T3 DSS Expansion Modules 67
- Wireless - Avaya IP DECT 69
- Wireless - WiFi (802.11) 72
- 3616 Wireless Telephone 75
- 3701 IP DECT 80
- 3711 IP DECT 81
- VPN Phone Software 84
- Other Ranges 85
- 4412D Telephone 86
- 4424D Telephone 87
- DSS4450 Unit 88
- Analog Telephones 89
- Headsets 97
- Chapter 4 99
- Features 99
- 4. Features 100
- Basic Call Handling 101
- Hold Call Waiting 102
- Hold Music (Music on Hold) 102
- Automatic Callback 102
- Transfer 103
- Personalized Ringing 103
- Message Waiting Indication 103
- Visual Voice 104
- Advanced Call Handling 105
- Call Tagging 106
- Reclaim Call 106
- Hunt Group Enable/Disable 106
- Call Waiting 107
- Do Not Disturb (DND) 107
- Dial Plan 107
- Inclusion 108
- Private Call 108
- Hot Desking 108
- Remote Hot Desking 108
- Relay On/Off/Pulse 109
- Call Recording 109
- Telecommuter Mode 109
- Twinning and Mobility 110
- Product Description 111
- Page 111 111
- Issue 18.s.- (22 May 2009) 111
- Key and Lamp Operation 112
- Call Appearance Buttons 113
- Bridged Appearance Buttons 113
- Call Coverage 113
- Account Codes 114
- Authorization Codes 114
- Dial Emergency 114
- Call Barring 115
- Maximum Call Length 115
- PIN Restricted Calling 115
- Forwarding 116
- Follow Me 117
- Avaya Digital and IP Phones 118
- Language 119
- Directory 119
- Self-Administration 119
- On Hook Dialing 119
- Inbound Call Handling 120
- Hunt Groups 121
- Night Service 122
- Time Profiles 122
- Announcements 122
- Contact Center Features 123
- Queue Threshold Alert 124
- Miscellaneous Features 125
- System Short Codes 126
- Page 127 127
- Chapter 5 128
- IP Telephony 128
- 5. IP Telephony 129
- Page 130 130
- Page 131 131
- IP Telephony Features 132
- VoIP FAQ 135
- Acceptable Delay? 136
- Network Assessment 137
- IP Packet Flow Control 138
- VoIP Standards Supported 138
- Page 139 139
- Chapter 6 140
- Public and Private Voice 140
- Networks 140
- Page 141 141
- Page 142 142
- Public Voice Networking 143
- Page 144 144
- Page 145 145
- Page 146 146
- Page 147 147
- Page 148 148
- Page 149 149
- Packet Based Voice Networking 150
- Page 151 151
- Page 152 152
- Small Community Networking 153
- Page 155 155
- Page 156 156
- Page 157 157
- Common Networking Features 158
- Network Numbering Schemes 159
- Page 160 160
- Chapter 7 161
- Data Networking Services 161
- 7. Data Networking Services 162
- Page 163 163
- Remote Access Features 164
- LAN to LAN Routing 164
- Data Networking Features 165
- Point-to-Point Protocol (PPP) 166
- Frame Relay 166
- Service Quotas 166
- Page 167 167
- Auto Connect 168
- Firewall 168
- Remote Access Server (RAS) 169
- VPN: IPSec Tunneling 170
- Page 171 171
- Chapter 8 172
- Phone Manager 172
- 8. Phone Manager 173
- Phone Manager Lite 174
- Page 175 175
- Page 176 176
- Phone Manager Pro 177
- Page 178 178
- Page 179 179
- Page 180 180
- Phone Manager Feature Summary 181
- Phone Manager PC Requirements 182
- Page 183 183
- Chapter 9 184
- SoftConsole 184
- 9. SoftConsole 185
- Page 186 186
- Page 187 187
- Page 188 188
- Page 189 189
- SoftConsole Options 190
- SoftConsole Administration 191
- SoftConsole PC Requirements 191
- Page 192 192
- Chapter 10 193
- Computer Telephony 193
- Integration 193
- Page 194 194
- CTI with IP Office 195
- Support for Developers 196
- Chapter 11 197
- Voicemail 197
- 11. Voicemail 198
- Page 199 199
- Embedded Voicemail 200
- Voicemail Pro 201
- Page 202 202
- Page 203 203
- Fax Messages 206
- Page 207 207
- Networked Messaging 208
- Auto Attendant 209
- Page 210 210
- Visual Basic (VB) Scripting 211
- Personal Numbering 212
- Extended Personal Greetings 213
- Hunt Group Broadcast Messages 214
- Personal Distribution Lists 214
- Cascaded Out-Calling 215
- Campaign Manager 216
- IP Office ContactStore 218
- Page 219 219
- Voicemail Feature Comparison 220
- Page 221 221
- Page 222 222
- Page 223 223
- PC Requirements 224
- Page 225 225
- Page 226 226
- Page 227 227
- Chapter 12 228
- Audio Conferencing 228
- 12. Audio Conferencing 229
- Page 230 230
- Page 231 231
- Page 232 232
- Conferencing Center 233
- Page 234 234
- Page 235 235
- Page 236 236
- Page 238 238
- Page 239 239
- Page 240 240
- Chapter 13 241
- The Contact Center 241
- 13. The Contact Center 242
- Customer Call Reporter 243
- Page 245 245
- Historical Reporting 246
- Page 247 247
- Call Details Report 248
- Call Summary Report 248
- Real Time Reporting 249
- Page 250 250
- Call Statistics 251
- Compact Contact Center 252
- Page 253 253
- Page 254 254
- Page 255 255
- Page 256 256
- Page 257 257
- Wallboard Server/Client 258
- Queuing Announcements 259
- Chapter 14 260
- Management Utilities 260
- 14. Management Utilities 261
- IP Office Manager 262
- Page 263 263
- Page 264 264
- Page 265 265
- Page 266 266
- Page 267 267
- Page 268 268
- System Status Application 269
- Page 270 270
- Page 271 271
- Chapter 15 272
- Configurations 272
- 15. Configurations 273
- Page 274 274
- Page 275 275
- Page 276 276
- Country Availability 277
- Sample Configurations 278
- Page 279 279
- Page 280 280
- Chapter 16 281
- TAPI Functions Supported 281
- TAPI 2.1 Functions Supported 282
- TAPI 3.0 functions supported 282
- Device-Specific Data 283
- DevLink Fields 284
- Page 285 285
- Chapter 17 286
- Technical Specifications 286
- 17. Technical Specifications 287
- Page 289 289
- Interfaces 290
- Protocols 291
- Page 292 292
- PC Specification 293
- Chapter 18 296
- Licenses 296
- 18. Licenses 297
- Page 305 305
- Chapter 19 306
- Appendix 306
- 19. Appendix 307
- Page 308 308
- Page 309 309
- IP400 WAN3 10/100 310
- IP400 So8 Expansion Module 310
- Small Office Edition 311
- Page 312 312
- Page 313 313
- Page 314 314
- Page 317 317
- Page 344 344
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