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AvayaT IP Office
Features include the following:
Conferencing
for multiple callers:
You can have 64 participants connected with the
IP Office. You also have the ability to have a set
time for a conference and offer the conference participants
a pin number so they can log in at a certain time
to listen and converse in the discussion. Great
for involving multiple offices in a call or for
setting up a seminar where you can get people to
log in to listen to information e.g a sales meeting.
Enables sales staff who require a manager to help
them with a customers problem. Stops telephone tag
by saying to the customer you will call them back
the manager and the staff member can sort out the
problem there and then. |
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Ability
to leave a message:
Voicemail lite (free with the system) allows you
to do this. With the Avaya voicemail pro (additional)
you also receive Auto Attendant so that callers
that can be directed to the appropriate person during
and after hours. You can also have a set message
to tell them their position in the que and even
expected time to answer. So that if someone wants
a certain document or your rates they can be told
that they are third in the que and will be answered
in 50 seconds or if they are too busy they can just
leave their name and details and you can mail them
the information when you are not as busy. |
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Personal numbering:
This allows you to make any changes to your phone
programming from a remote location. So staff when
working out of the office can dial their telephone
and have full functionality of the handset in
the Sydney/Melbourne office. They can listen to
their voicemail messages, re-direct their telephone
etc.
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Diversions to mobiles:
Unlike other systems that divert calls to mobiles
(you pay for the cost of the call if it is answered)
the IP office has the ability to call the mobile
phone then if the recipient does not answer the
call will return to the handset in the office
where the person can leave a message on the voicemail.
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Call Recording:
Recording an incoming call is a simple mouse click.
One of the advantages of the record feature, is
having the flexibility to record someone who wants
to leave a message for another staff member (versus
leaving a voicemail) Once the call has been recorded,
it can be e-mailed through to the relevant staff
member. (All messages are stored as WAV files).
This feature also allows if you do decide to look
at telemarketers you can record a set amount of
calls e.g. 25% of all the calls for the day and
then go through and listening to the calls made,
helping the telemarketer to better improve their
calls.
If a customer is talking about a contract, placing
an order or a technical problem you may want to
record the conversation so you don't make any
mistakes. You can then attach the voice message
to the customers file. You could forward the conversation
to the correct department for implementation secure
in the knowledge that you haven't missed any of
the customers requirements.
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Screen pop Microsoft Contact on incoming calls:
Allows you to see who is calling you before answering
the phone. This feature can be turned on or off
and different call types selected i.e. internal,
external, waiting calls etc. If for example your
largest client was calling you while you where
on the phone to a friend, you could end your call
before your client went to voicemail. In a help
desk environment this feature also enables staff
to see who is calling prior to answer and calls
can be dealt with appropriately, i.e. the caller
might be waiting for financing, you could transfer
them directly to the financing department.
An API enables the screen- popping feature
for all TAPI compliant databases. A small amount
of code may need to be written to mesh the API
to your existing database. Your technical staff
can do this or we can sit down and discuss this
with you.
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Dial from Microsoft: Contact Point and click
dialing in Microsoft Contact either by using the appropriate
menu i.e. Tools / Call Contact or clicking on the telephone
symbol on the relevant tool bar. This can also be customised
to work with your existing database using the TAPI API.
The big benefit of this is you can throw away your large
cumbersome paper lists of speed dials and extensions.
This feature is also great when you want to transfer
a caller to an internal or external number. You will
also notice a diminishing in wrong numbers dialed. Up
to 10 000 names and numbers can also be stored in the
company speed dial list, these can also be dialed with
a one click operation.
OPTIONS
Call Accounting: Gives you the ability to work
out exactly how long people will wait before hanging
up, how many calls you are receiving, who people are
calling etc. Anything that happens you can print out
a report.
Direct Faxing: Facility for staff to send and
receive faxes directly from their PC/Desktop this allows
them at a glance to see if new facsimiles have arrived
for them. They can then attach the fax to the appropriate
customer file or forward the fax onto another colleague
SMS: Gives you the ability to send sms messages
directly from Microsoft outlook to the recipients mobile
phone and to their e-mail address. You can send a message
to a group saving time from calling each individual.
They can then respond to your SMS and it will come back
to you as an e-mail. You can also use the Microsoft
calendar to send messages at certain times or if a specific
e-mail arrives you can forward that to your mobile.
GSM: Allows you to make calls to mobiles from
your desk phone for the same cost as if you where calling
from your mobile phone. This will usually reduce your
fixed to mobile costs by 30-50%.
Features such as Caller ID, Headsets, Hold and Park,
Barge In, Hands free, Call Forwarding, Conference Calling,
Voice Messaging, Call Pick up, Call Park, Transfer,
and many more are all standard.
APPLICATIONS PLATFORM
IP Office provides big business benefits and enhanced
productivity for small and mid-size businesses with
a full compliment of sophisticated applications, including:
- Voice mail - Incoming callers never reach an empty
office. With Call Forwarding, Dial-by-Directory, the
ability to retrieve phone messages via the PC Soft
Phone, and more.
- Auto-Attendant - Simplify service for customers
with this easy-to-use graphical interface; the ability
to construct customized automated services means callers
can efficiently navigate the system, and reach the
right person, without the assistance of an operator.
- Integrated Messaging - Voice messages can be automatically
forwarded to an email address, or the voice mail storage
can be synchronized with any MAPI (e.g., Microsoft
Exchange) compliant email server.
- e-Console - Graphical User (GUI) Interface for
attendants via a PC-based console; an easy way to
learn and use sophisticated tools in a comfortable
environment.
- Phone Manager - A powerful desktop application
for the IP Office, available in Lite, Professional,
and IP Softphone versions to allow you to control
and manage phone calls from your Windows desktop.
- Open CTI interfaces - TAPI-compliant out of the
box. IP Office integrates easily with popular contact
management applications such as Outlook. Sophisticated
custom applications can be rapidly developed and deployed
with our full software development kit.
- Compact Business Center - Report on overall system
performance and basic call center functionality for
a workgroup with quality of service reports, selected
group reports, simple plug-and-play installation,
and more.
- Compact Contact Center - The formal Contact Center
option, with a full customer management toolset including
real time agent, system, group management, standard
and custom reporting, real time tracking and analysis,
options for agent connection, and remote agent support,
wallboards for installations of up to 75 agents.
- Queue Manager and Campaign Manager - Powerful voice
and IVR applications for the Contact Center that facilitate
agent and traffic management for better productivity
and customer service.
Data Communication Solution
For offices with basic data networking needs, IP
Office can provide a complete data communications and
networking solution:
- Internet Access - Firewall-protected, leased line
or dial-up connectivity via PRI, T1 or WAN port: high-speed
dialed access, direct leased line connections for
high usage and Web site hosting, integral security,
and efficient access to information and a larger business
presence via the Web.
- Routing - Internet or Branch-to-Branch based routing.
- Security - NAT (Network Address Translation) to
protect your internal network.
- DHCP - Automatic IP address allocation for local
and remotely attached PCs.
- Remote Access Server - Optional two channel, V.90
modem for access to local LAN servers via modems,
terminal adapters, routers, or WAP-enabled Mobile/Cell
Phones: individual firewall security, access control
per user, and standards-based security enable remote
workers and remote access to IP Office system management.
- LAN Hub - Connects up to 8 PCs to each other or
to other services.
- LDAP client support - For standards based directory
synchronisation.
- Converged Networks - Complimentary to the Avaya
Cajun® family of network switches, AvayaT wireless
and VPNet® portfolio for powerful, converged networks.
Networking Flexibility
IP Office supports a wide variety of voice and data
networking options from traditional circuit switched
networks such as the ISDN and structured leased circuits
to a multitude of packetized voice solutions. IP Office
can operate as a traditional circuit switched telephone
system utilizing both standard analog and digital handsets
or IP Hardphones and Softphones.
Voice Over IP
Voice networking between IP Office sites can be
achieved in many ways using structured or unstructured
networks, such as:
- VoIP over T1/PRI/BRI.
- VoIP over an unstructured private circuit.
- VoIP over a managed IP Virtual Private Network (VPN).
- VoIP over a managed Frame Relay network.
- VoIP across the LAN
VoIP Networking Across an IP Network or WAN
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