The Avaya IP Office system includes a robust set of tools for administration (Manager), call tracking (SMDR), system monitoring and diagnostics (System Status Application). The ability for users to manage their own calls is supplied through a simple GUI (Phone Manager). Phone Manager functionality can be enhanced through simple licensing and to support IP soft phones.
Receptionists/operators can take advantage of the SoftConsole GUI application to present a professional view of the business to all callers. TAPI (Telephone Applications Programming Interface) support enables IP Office to be linked to Microsoft Outlook and other popular desktop applications for screen pops and PC-based telephony management.
The one-X Portal for IP Office is an application that provides users control of their telephone from a networked PC. One-X Portal for IP Office can be used with any IP Office extension; analog, digital or any IP telephones, wired or wireless. Via separate gadgets, one-X Portal for IP Office provides easy access to telephony features, call information, call control, directory and Voicemail Pro mailbox. For more information select the One-X Portal tab.
Small Community Network
IP Office systems linked by IP trunks can have Small Community Networking (SCN) enabled. Using SCN, the separate IP Office systems ‘learn’ each other’s extension numbers and user names. This allows extension calls between systems and support for a range of internal call features as well presence, true hot desking between remote locations, logging into remote queues and multi-site hunt grouping. Within an IP Office small community network (SCN), a single Voicemail Pro server can be deployed to provide mailbox services to remote IP Office systems.
Embedded Voicemail, Voicemail Lite and Voicemail Pro
The IP Office Voicemail system has 3 different options with varying levels of features and functionality as noted in more detail on the comparison page. Embedded may be the preferred option to provide an entry level service as it just provides the ability to receive messages on phones and hunt groups whilst Voicemail Pro might better suite a larger business seeking to use its advanced features. Voicemail Pro builds on the features and facilities offered by Voicemail Lite and can be tailored to meet the individual needs of a business by adding applications such as auto-attendant call recording and advanced Call Queuing. Voicemail Pro can be also licensed to read and write data to databases, the values of data returned can be used to alter the call flow within a queue. A Voicemail Pro mailbox user can also configure the responses played back to the caller, based upon the reason the caller was routed to the voicemail.
Voicemail Pro also offers call recording services that allow the automatic/manual recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls. Alternatively, calls can be manually selected for recording.
The calls to and/or from a particular user can be automatically recorded. By default the recordings are placed in the user’s mailbox.
Hunt Group Recording
The calls to a particular hunt group can be automatically recorded. By default the recordings are placed in the hunt group’s mailbox.
Account Code Recording
An account code can be applied to a call by the user before it is made. This can be used to trigger recording of outgoing calls.
Caller ID Recording
Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a Caller ID match.
For each user, hunt group and/or account code, an IP Office time profile can be used to determine when auto-recording is used.
Incoming Call Routes
Incoming Call Routes can trigger automatic call recording.
Integrated Messaging System (IMS)
Works with a customer’s Microsoft Exchange server to provide synchronized voicemail and email mailbox operation. The Voicemail Pro server can speak text, entered within the call flow or contained within variables. Combined with database operation this allows the development of IVR applications.
IP Office Voicemail Pro complements the built-in meet-me conference bridge facility on IP Office systems by adding guidance prompts as well as requesting PIN codes as participants enter the conference for security. If conference calls are regularly scheduled, Voicemail Pro can have pre-programmed call flows for weekly conference calls e.g every Tuesday between 2pm and 5pm using PIN code 1234 for a sales call, etc. If multiple conference calls are scheduled, users can select which one they want to attend via a simple menu.
Conference Centre Scheduler
The IP office Conferencing Centre Web Scheduler is a Web-based booking tool to reserve conference resources (immediate or future) The Web Client offers a browser interface where the host and participants can not only see which participants have joined the conference but also whether they joined as audio-only or both audio and web. A conference host has the ability to pose questions, modify participant speak/listen settings and whisper to a single participant connected into the conference. When in listen-only mode, participants can request the right to speak through their Web Client (raise hand function). A Web Chat service is available between Host and Participants and the dialog is recorded and sent via email to the Host after the conference. Voice Conferencing Notification (VCN) can be activated for selected participants. This allows VoiceMail Pro to dial out to participants when the conference is about to start and bring them to the conference bridge if they are available.