Programmable Buttons

As well as the usual dialing keys, Avaya digital and IP phones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP phones there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the IP Office Manager application as part of the system configuration, although some phones allow the user to program buttons and functions where given administration rights.

Voicemail Pro

IP Office VoiceMail Pro offers all the features and facilities of VoiceMail Lite and can be tailored to meet the individual needs of a business. It has higher call capacity by scaling up from 4 to 30 simultaneous calls. All options are available in a choice of languages; both spoken voice prompts and graphical programming interfaces and have the choice of IP Office TUI and INTUITY emulation TUI.

At the heart of VoiceMail Pro is the ability to construct call flows from a series of different building blocks. These building blocks allow automation over tasks like answer a call, listen for tone-dialed digits, make a call etc. VoiceMail Pro call flows allow far more 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 voicemail message is left for them, it provides remote access to phone forwarding settings should a user wish to change their Forwarding or Follow Me number from an external telephone.  VoiceMail Pro provides message handling for individuals or groups, audio information to callers so assisting the operator during periods of heavy call activity and links to business applications through services such as Text-to-Speech. VoiceMail Pro provides a full telephony applications environment where call flows can be set up and interact in real time with business workflow – callers can interact via menus and data entry and VoiceMail Pro applications can speak back results. For example, users can listen to their email messages through the telephone

A single PC based VoiceMail Pro server can provide voicemail services to multiple IP Office systems in a Small Community Network over the LAN, WAN or a Frame Relay network. This is referred to as ‘Centralized Voicemail’ and can reduce costs, while facilitating communication between IP Office sites.

SoftConsole

ITC Would like to Introduce SoftConsole. SoftConsole is the PC based Windows Operator Console for IP Office. SoftConsole has been designed to improve operator service by providing the operator with call information and available call actions to simplify call handling and give the appropriate response to the caller. With this easy to use software tool the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner. SoftConsole has a similar look and feel to the Phone Manger application and can be minimized in the Windows system tray when not in use, but will pop up on the screen when a call is received.

DID (Direct Inward Dial)

Direct-Inward-Dialing relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to what ever number is needed by the business, within limits. In North America, T1 circuits are required for DID.

Park

As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user.

The call park facility is available through the user’s telephone, Phone Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number.

For convenience Phone Manager has 4 pre-defined park buttons. On digital phones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved.

There is a system configurable timeout that determines how long a call may remain parked before it is re-presented to the extension that originally parked the call.

Music On Hold

The IP Office system supports up to 4 sources of music on hold – one system source which may be external, internal (WAV) or tone, plus up to 3 additional internal sources. Small Office Edition supports either one internal or one external music on hold source at a time. The internal sources are .WAV files saved either in volatile memory, or on the optional memory card in an IP500, IP406 V2 or Small Office Edition. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds.

From release 4.2, the alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups (not available on the Small Office Edition). On IP500 systems, each source can be up to 90 seconds long (30 seconds on IP406 V2 and IP412).

External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units.

Visual Voicemail

ITC Communications would like to introduce visual voicemail. Visual Voicemail is a new way to access your IP Office voicemail box. Instead of listening to voice prompts Visual Voicemail uses a menu driven interface. All of the same functions that are available with the messages button are also available through visual voicemail. Visual Voicemail is an excellent addition to your current IP Office system and is also a must have for a company wishing to transition to a new IP Office system. Visual Voicemail is available with IP Office release 4.0 and above. Ask ITC to make visual voicemail available to your company today.

Avaya IP Office 500

ITC would like to introduce the IP Office 500 platform. The IP Office 500 uses a complete modular design allowing us to customize your phone system exactly to your company’s requirements. The IP Office 500 comes in two editions.

The standard edition can be customized with embedded voicemail and up to 32 phones. The standard edition is a perfect fit for smaller businesses that want the features and functionality of large Corporations.

IP Office 500 Professional edition can be expanded up to 272 telephones and supports voicemail professional edition.The IP Office 500 is a perfect fit for businesses need anywhere from 2 to 272 phones. Please ask us today about getting an Avaya IP Office 500 for your business.

Connxions Bookstore & Conference Center

Business Problem:

Jerry Chairemonte was excited about opening his new busines and was within 3 weeks of the doors being opened for business when he first had time to evaluate a his options for a phone system. They had a very tight time frame, needed a feature-rich system that was expandable and affordable. They were looking for a single company that could provide telecom services, a phone system and data netwokring expertise.

Solution:

ITC Communications met with Jerry several times to consult on their needs, gather information and present options. The final decision came down to 2 vendors, but Jerry decided to partner with ITC Communications since we were able to provide them with a one-stop shop for phone lines, phone system, Internet, cabling and data networking. ITC Installed a new Avaya IP Office phone system, embedded voicemail, and Avaya 5410 Digital phones. ITC also ordered Connxions phone lines, Internet service, data & voice cabling, and provided, programmed and installed their data networking equipment as well as their set-up their private and public wireless networks. Connxions is very happy with the results for their business. They now have a one-stop shop for all of the technology needs that knows their busines and their technology from the ground up. Connxions has exactly what they were looking for, a single-source technology partner that takes care of their needs, suports their technology so they can focus on their business.

We would love to do the same for your company and we are anxious to speak with you about your business goals and communications needs. Give us a call, e-mail, text or respond to our blog. We look forward to working with you to elavate your business to your next level of success!

Business Success Story: Oxi Fresh

Business Problem:

The owners of Oxi Fresh were in dire straights since their company had grown so fast that they had outgrown the 8 Panasonic cordless phones and 4 business lines. They needed to buy of phone system, but they did not know what to buy, how to make the decision, or how much they should spend. They met with several would be phone systems vendors before they sat down with ITC Communications to discuss their needs and what we would recommend for the business that would solve their immediate capacity issues and lack of call center capabilities as well as meet their long-term needs for growth and manageablity.

Solution:

ITC Communications had 3 in-depth consultations with the owners and management of Oxi Fresh before we made our recommedation and proposal for Oxi Fresh to invest in a new Avaya IP Office phone system, Avaya 5420 Digital Phones, Voicemail Pro, Compact Call Center, Contact Store, CCC Reporter with PRI. Oxi Fresh owners are extremely satisfied with the results of their decision to invest in the Avaya IP Office phone system and Voicemail Pro since it became the foundation of their national call center, now supporting over 100 franchises, 1000’s of daily callers with intelligent routing, queueing, music on hold, detailed call & agent reporting, call recording on 100% of all calls, and customized call handling based on caller ID. The Avaya IP Office 500 recommendation and ITC’s ongoing support have allowed Oxi Fresh to grow rapidly, manage the growth, and move to profitability.

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