Avaya Phone Systems.
Avaya communications products enable businesses of all sizes to achieve superior results. More than 90% of the FORTUNE 500 relies on Avaya every day. A leading global provider of voice and data networks as well as communications solutions and equipment, Avaya products can help your business meet and exceed your communication needs.
 PARTNER
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Reliability, simplicity, a powerful selection of advanced telephony features, and converged communications through "business ready" digital subscriber lines (DSLs) make PARTNER® Advanced Communications System a popular key system in the U.S. and the perfect choice for a small growing business.
PARTNER® Advanced Communications System is designed to help meet the complex business needs facing small enterprises today—with room for growth tomorrow. The "brain" of the system is a compact processor modular that supports 3 incoming lines and 8 extensions. The maximum system configuration is 15 lines and 48 extensions, or 31 lines and 8 extensions. Depending on your requirements, the processor module can operate on its own or with a 2-slot or 5-slot carrier and additional expansion modules. These expansion modules add lines and extensions to the system, or additional features like voice messaging and symmetric digital subscriber line (SDSL) support. The PARTNER® Advanced Communications System supports a wide variety of features that can be combined to give you greater control over your business. Productivity enhancements like Caller ID (including name and number), Distinctive Ringing, Send All Calls, Speed Dialing, and 5-party conferencing help your employees to be more efficient, while a variety of cost control features let you manage telephone expenses and monitor the performance of your system.
 Customer service features range from Group Call Distribution and Music-on-Hold to support for voice messaging and mobility solutions, making PARTNER® Advanced Communications System the choice for small call centers. PARTNER® Advanced Communications System is easy to install and administer. Adding additional modules and telephones is no problem and software upgrades are simple using a PCMCIA card that is easily inserted into the system. In the unlikely event of problems, PARTNER® Advanced Communications System provides power failure transfer, battery back-up of system programming, and remote administration capabilities that let Avaya authorized technicians perform system diagnostics and programming for you without visiting your site.
PARTNER® Advanced Communications System also offers advanced features to help you integrate your voice, data, and Internet connections. Business-ready DSL connectivity gives you a highly cost-effective way to connect to the Internet, communicate faster, and save money—all at the same time. And when you combine business-ready DSL with PARTNER® Advanced Communications System messaging and the Avaya™ Web Communications Server, you can build a powerful, multimedia messaging and e-commerce solution for your business. You'll have the capability to access and manage e-mail and voice mail locally or remotely, from a single PC mailbox, and set up a secure e-commerce transaction site.
Small businesses have been buying the PARTNER® Advanced Communications System for more than 10 years and there are over a million PARTNER® Advanced Communications System systems in operation worldwide. The system has a well-deserved reputation for reliability.
 IP Office
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Product Summary
Avaya IP Office is ideal for small- to mid-size businesses, the scalable Avaya™ IP Office delivers advanced IP-enabled communication and contact center functionality with tools for effective management, and applications for improved productivity, efficiency, and information flow throughout your enterprise.
Avaya IP Office is an all-in-one solution specially designed to meet the communications challenges facing the home office, small office, and medium enterprise with 2 to 180 extensions. Built on Avaya's latest advancements in converged voice and data technology, you can benefit from many of the advantages sophisticated communications deliver to your business.
Avaya IP Office gives you the flexibility to choose the solution that is right for your business. Use it as a voice solution, employing IP technology, more traditional telephony, or a combination of both, and benefit from a comprehensive set of telephony features. Use it as a data solution to deliver both local area and wide area networking capability. And because it's an all-in-one solution, you can use it as a converged solution, meeting both your voice and data requirements. Avaya IP Office also provides networking capability so you can deploy it across a number of locations with one central management point.
Avaya IP Office is an applications platform delivering the tools that can help you improve customer service and satisfaction, increase productivity, and boost your bottom line. Powerful business tools, such as customer relationship management, are supported through a range of applications, from basic call handling to full call center functionality, including real time and historic reporting.
Improve productivity with Avaya IP Office. Its sophisticated applications, including integrated messaging, voice mail, and auto attendant, can help your staff to manage calls and messages more efficiently. Support for remote working is an integral part of the Avaya IP Office, helping to ensure that home and mobile workers can work as effectively remotely as they can from an office location.
Avaya IP Office is easily managed through IP Office Manager, a Microsoft Windows-based PC software application, which connects to the Avaya IP Office system using the TCP/IP protocol.
Protect your investments with Avaya IP Office, which supports common software, telephones, and applications, and a range of device and user capacity. Expansion modules help you meet your changing or growing needs, while retaining the cost-effectiveness of your original investment.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All other trademarks identified by ® or ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Avaya Advantage
The combination of Avaya™ IP Office and Avaya's leadership in IP telephony form a versatile, powerful backbone for your business communications. With Avaya IP Office, you can achieve greater productivity, efficiency, and cost savings across your business.
As the newest addition to the Avaya Enterprise Class IP Solutions (ECLIPS) family, Avaya IP Office helps deliver the value enjoyed by enterprises of every size around the world, offering high reliability, great voice quality, full-featured functionality, and rich applications, providing the simplicity, cost-effectiveness, and performance your business needs.
IP Telephony
Avaya™ IP Office IP telephony delivers real world business benefits through improved efficiency and decreased costs. It will enable you to adopt IP technology at a pace that is appropriate for your needs, working in parallel with more traditional telephony methods.
IP telephony allows extensions to be deployed both locally and remotely through the use of routers or virtual private network (VPN) services. Avaya IP Office flexibly supports both hard phones and PC-based softphones. By fully supporting the H.323 standard, Avaya IP Office provides standards-based interoperability between systems and devices. Multiple Avaya IP Office systems can be linked together using a standard data network, providing feature transparency and advanced applications, such as centralized voice mail.
Home Working Solutions
Remote access through the Avaya IP Office provides your non-office-based staff with access to the important business information they need to be productive on your network. They can use desktop PCs, laptops, or even Wireless Application Protocol (WAP)-enabled mobile phones. Your network is protected by an integral firewall, which helps ensure security across the network, while offering a facility for setting time profiles to help ensure flexibility and cost control. The firewall provides the security, which allows packets to travel in and out. With the profiles, you are able to control the amount of time individuals are allowed to access the network.
Avaya IP Office delivers remote access to smaller businesses with non-traditional office arrangements, supporting 24 to 100 simultaneous remote users and a total community of 100 to 300 remote workers.
Internet Access
Avaya IP Office supports dial-up and direct leased line connectivity to the Internet, which is ideal for a wide range of small businesses, from those that use the Internet for information gathering to those that are dependent on the Internet for conducting daily business tasks. With an integral firewall and the ability to set time profiles, Avaya IP Office Internet access provides inherent security and the ability to control costs.
Secure, high-speed access to the Internet is a central feature of Avaya IP Office. Dependent on your business drivers, Avaya IP Office can let you access the Internet in a variety of ways. If your business has low Internet traffic volumes, you can opt for the dial-up connectivity option through a TI or EI line. If your enterprise requires constant Internet access, and even the ability to host a Web site, you can choose a direct leased line connection via a wide area network (WAN) port, which Avaya IP Office can support.
Avaya IP Office simplifies managing Internet access. You can define automatic adjustments in your company's bandwidth to help ensure that the right amount of bandwidth is available for Internet traffic when you need it and channeled elsewhere when you don't. As companies become more and more dependent on the Internet, for information gathering and business transactions, security becomes a significant issue. With its integral firewall, Avaya IP Office gives your business the security it needs to protect your network.
Multi-Site Networking Solutions
Avaya IP Office can provide a complete voice and data communication and networking solution if you have multiple offices with networking needs. Data networking features include Internet or branch-to-branch based routing, and standards-based directory support for easy integration with your IT environment. There is a high degree of feature transparency for voice networking providing a variety of business benefits.
Aimed at smaller sites, Avaya IP Office delivers Voice over IP (VoIP) networking for up to 15 sites, and up to 250 users across those sites, with a high degree of feature transparency. By supporting VoIP with full Quality of Service (QoS), multiple sites can be networked together, providing a consistent, seamless system that users use wherever they are located.
Compact Contact Center (CCC)
Avaya IP Office CCC is the next-generation contact center solution for small and medium enterprises, providing your managers with both historical reports, and real-time view of the call center activity. Tightly integrated with the Avaya IP Office portfolio, CCC was designed to allow organizations to manage their customer facing department or contact center effectively and improve customer service. Scaling from 5 to 75 agents, Avaya IP Office CCC lets call centers and customer-facing departments of all sizes benefit from the advantages of measuring key performance indicators.
Compact Business Center
The Compact Business Center is an entry-level management tool for small customer facing departments. It provides simple real-time and historical analysis for organizations that do business over the phone. Providing real-time graphs on up to three departments or hunt groups, and the entire system, managers can quickly ascertain what improvements might be made to boost customer service.
VoiceMail Lite
The Avaya IP Office VoiceMail Lite application adds a key component to the Avaya IP Office value proposition: free voice mail. Providing 4 ports of voice mail (except on the IP401 which offers 2 ports to support up to 8 users), VoiceMail Lite can handle the requirements of small organizations—typically up to 40 employees.
VoiceMail Lite helps ensure you never miss an important message. It allows detailed, confidential messages for individuals and Hunt Groups to be left and collected 24 hours a day, 365 days a year. This application automatically answers your telephone when you are not available to take a call. You can record personal greetings, providing confirmation to callers that you will receive their message.
VoiceMail Pro
The Avaya IP Office VoiceMail Pro provides more advanced voice processing functionality for contact centers. It builds on the features and facilities offered by VoiceMail Lite and can be tailored to meet your individual voice messaging needs. Scaling from 2 to 30 simultaneous calls, VoiceMail Pro can handle the messaging requirements of small or medium organization. When used with a network of Avaya IP Office sites, VoiceMail Pro's centralized voice mail feature enables a central voice mail system to handle your messaging needs across multiple sites.
VoiceMail Pro is a powerful voice processing system with an easy-to-use graphical user interface (GUI) and supports message handling for individuals or groups, provides information to callers, assists the operator during periods of heavy call activity, and more. This application also allows VoiceMail Pro to dial you back, internally or externally, as soon as a voice mail message is left for you. It provides security by prompting for a PIN code should you wish to change their Forwarding or Follow Me number from an external telephone. Call flow can easily be customized, enabling you to transfer out of a mailbox to speak to a receptionist or secretary.
Assisted Transfer
Assisted Transfer allows transfer of a call to a destination, but allows the call to return to VoiceMail Pro automatically for other options should the called party be engaged, or not answer within a pre-determined period of time.
Personal Numbering
Personal Numbering lets you remotely turn your voicemail on or off, set e-mail forwarding, and edit your call forwarding and Follow Me numbers. All together, you get a comprehensive Personal Numbering service for users who need to remain in contact regardless of their physical location.
PhoneManager
Avaya IP Office PhoneManager brings the features and functionality normally available on feature phones to every user's desktop PC. The PC manages the call and takes calls through a traditional handset or through the IP softphone and a sound card in the PC.
Avaya IP Office Management Tools
An integral part of the Avaya IP Office solution, the Manager application provides a single point of management, including applications. The Manager provides remote management facilities, and off-line configuration, and is capable of managing any number of Avaya IP Office sites from a single location—all subject to user-specific permissions.
Components
Hardware Components
- IP403 Office supports up to 100 combined analog and digital extensions, and up to 3 expansion modules, with capacity for 52 analog trunks and 24 digital trunks. Features include 10 optional voice compression channels, 8 dual speed LAN hub ports, and 10 data channels. Data channels are used for Routing, Remote Access Server (RAS), Voice-over-IP, and VoiceMail applications.
- IP406 Office supports up to 180 combined analog and digital extensions, and up to 6 expansion modules, with capacity for 104 analog trunks and 48 digital trunks. Features include 20 voice compression channels, 8 dual speed LAN hub ports, and 30 data channels. Data channels are used for Routing, RAS, Voice-over-IP, and VoiceMail applications.
IP412 Office supports up to 180 combined analog and digital extensions, up to 12 expansion modules, and offers capacity for 208 analog trunks and 96 digital trunks. Features include 60 voice compression channels, 2 independent LAN hub ports, and 60 data channels. Data channels are used for Routing, RAS, Voice-over-IP, and VoiceMail applications.
Avaya™ IP Office platform capacities are dependent on expansion card and module limits. For example, 180 analog extensions (six IP400 Office Phone30 modules) are possible for the IP406 and IP412, or 180 digital extensions (e.g., six IP400 Office Digital Station 30 modules), or any combination as long as the number of modules adds to less than six for the IP406 and less than 12 for the IP412.
All Avaya IP Office models support common software, telephones, and applications.
 Endpoint Solution Options
Avaya IP Office supports multiple endpoint solutions:
- IP400 Office with the Integral H323 Server supports 4600 telephones, Wireless VoIP sets, and PhoneManager, operating in IP Softphone modes.
- IP400 Office Digital Station 16 or 30 modules support MERLIN MAGIX™ 4400 series and DEFINITY® 6400 series sets. The IP400 Office Digital Station module will also support the TransTalk® 9040 wireless handset.
- IP400 Office Phone 16 or 30 modules support standard analog phones, faxes and modems with support for calling line identification.
Software Component
Avaya IP Office Manager
A Microsoft Windows-based administration tool that provides a simple user interface to facilitate moves adds and changes to the Avaya IP Office configuration.
Call Status
Included with Avaya IP Office, the call status utility allows a PC to display information on current active calls, such as time, number dialed, and Calling Line Identity (CLI).
Call Logger
Included with Avaya IP Office, the call logger allows details of call records to be sent to a file, which can be used by a third party application to display station message detail recording SMDR.
Voice Messaging
Voice mail provides anywhere, anytime access to important messages, helping you stay connected to customers and colleagues. You can choose from several options:
- VoiceMail Lite is the standard voice mail application, handling up to four simultaneous calls, depending on the Avaya IP Office platform used. Service options include automatic answer for unavailable employees, personalized greetings for customer assurance, and the ability to conveniently copy and forward messages with attachments to others or groups.
- VoiceMail Pro enhances the VoiceMail Lite version by supporting up to 30 simultaneous calls (depending on the Avaya IP Office platform used) and offers an easy-to-use graphical user interface (GUI). In addition, it provides an Advanced Call Flow to create, for example, an auto attendant that simplifies service for your customers and improves their satisfaction through standard and customized automated services.
- Integrated Messaging Pro is an optional application for VoiceMail Pro that gives you a single point of management for e-mail and voice mail messages. It integrates with a Microsoft Exchange server e-mail system to give you easy and convenient access to your messages.
Personal Numbering is an integral part of the VoiceMail Pro application, designed to control your accessibility to callers at all times. When away from your office, you can access the voice mail server to turn your voice mail on or off, set e-mail forwarding to a given address or edit your call forwarding and Follow Me numbers to route new incoming calls, and more, so you never miss another important call.
Phone Management Solutions
The PhoneManager application lets you control the telephone terminal and manage phone calls from a Microsoft Windows desktop, providing traditional call center information your employees can use to deliver prompt, personalized service. You can choose from several options:
- PhoneManager Lite provides basic telephony call control features to all users through their desktop PCs. Users can see caller identification, the number dialed by the caller, call history, and queue monitoring, so they can respond appropriately to every call. It has distinctive rings for busy and noisy environments. It's Busy Lamp Field/Direct Station Select functionality lets you see at a glance who is available or busy and more for optimal resource allocation.
- PhoneManager Pro integrates Contact Management software to add functionality to the customer information screen pop. With this upgrade you can dial a customer with a single click, or create a new record during a call from the auto-inserted phone number. Employees can control their own voice mailboxes, monitor up to two queues simultaneously, have access to simple scripting for incoming calls, and more.
IPhoneManager Pro is the IP softphone version of the PhoneManager Pro, enabling all productivity tools through a multimedia PC equipped with a sound card, headset, and microphone. You use the same graphical interface to handle calls, which can minimize training.
Operator and Attendant Solutions
These solutions combine easy-to-use graphical interfaces with sophisticated attendant and manager tools for improved efficiency and productivity.
- Auto Attendant helps you simplify service for customers by letting them easily and efficiently navigate the system to reach the right person, without the assistance of an operator.
- Softconsole makes your operators an integral part of your customer service strategy by empowering them to deliver personalized service outside your contact center. The graphical interface provides the information they need to answer general questions, prioritize incoming calls, and fully extend your customer relationship management abilities.
PC Busy Lamp Field provides a dynamic view of all activity across your network via an Softconsole or standalone application for optimum call handling.
Customer Relationship Management (CRM) Solutions
Avaya IP Office delivers a wide range of CRM solutions to meet your needs, whether you want to implement an informal, customer-facing team with service-level and commitment goals, a formal contact center with local or remote agents, or full multimedia contact center services.
- Compact Business Center helps you apply essential call center management techniques to optimize less formal settings, so you can monitor contacts (including lost calls), analyze service data, and peak traffic capacity. Benefit from reports 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. It is modular and scalable for seamless integration with your business environment.
- Compact Contact Center gives you a comprehensive suite of reporting and management applications, designed for up to 75 local and remote agents. Four complementary modules are packaged as a suite for client/server operation on a Windows NT 4.0 or Windows 2000 Professional server platform. A common database allows for a single point of configuration for simplified management and maintenance and greater accuracy. The modules include:
- Call Center View for real-time service monitoring and resource staffing to improve service and lower costs.
- Wallboard Manager for a choice of wall-mounted or PC-based wallboards that clearly display CRM activity and status.
- Report Manager for in depth historical reporting on customer-facing activity for refined evaluations and enhanced resource management.
- Avaya IP Office Manager for the ability to quickly and easily change the settings of a contact center (e.g., agent names, campaign titles, call routing patters, etc.).
Queue Manager and Campaign Manager include powerful voice and integrated voice response (IVR) applications for the contact center that facilitate agent and traffic management for better productivity and customer service.
Avaya IP Office delivers a wide range of CRM solutions to meet your needs, whether you want to implement an informal, customer-facing team with service-level and commitment goals, a formal contact center with local or remote agents, or full multimedia contact center services.
- Compact Business Center helps you apply essential call center management techniques to optimize less formal settings, so you can monitor contacts (including lost calls), analyze service data, and peak traffic capacity. Benefit from reports 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. It is modular and scalable for seamless integration with your business environment.
- Compact Contact Center gives you a comprehensive suite of reporting and management applications, designed for up to 75 local and remote agents. Four complementary modules are packaged as a suite for client/server operation on a Windows NT 4.0 or Windows 2000 Professional server platform. A common database allows for a single point of configuration for simplified management and maintenance and greater accuracy. The modules include:
- Call Center View for real-time service monitoring and resource staffing to improve service and lower costs.
- Wallboard Manager for a choice of wall-mounted or PC-based wallboards that clearly display CRM activity and status.
- Report Manager for in depth historical reporting on customer-facing activity for refined evaluations and enhanced resource management.
- Avaya IP Office Manager for the ability to quickly and easily change the settings of a contact center (e.g., agent names, campaign titles, call routing patters, etc.).
Queue Manager and Campaign Manager include powerful voice and integrated voice response (IVR) applications for the contact center that facilitate agent and traffic management for better productivity and customer service.
Open CTI Interfaces
TAPI-compliant out of the box, Avaya IP Office integrates easily with popular contact management applications such as Microsoft Outlook. Sophisticated custom applications can be developed quickly and deployed with our full software development kit.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All other trademarks identified by ® or ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
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