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.

Computer Telephony Integration

Computer Telephony Integration (CTI) is about bridging the gap between the telephone system and business applications. On IP Office, this is achieved by use of the IP Office CTI Link, a CTI middleware product and Software Developers Kit.

On IP Office, CTI is delivered through adherence to open standards. This gives businesses access to a wide range of third-party solutions, addressing vertical markets, and designed to meet their requirements. For developers, migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI features IP Office offers makes it easy to demonstrate full integration, and more business benefits.

IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge, provides all the functionality required to support the vast majority of applications, including screen-popping, and many third-party products.

CTI Link Pro provides enhanced functionality, including the ability to control multiple telephones and gives access to advanced call center operation.

Because IP networking is integrated into the IP Office system, all CTI is done through the LAN. On many other systems, CTI is delivered by a physical connection between each handset and computer (first party CTI). This introduces additional points of failure, as well as relying on non-standard interfaces and handsets. On IP Office, all devices can be used with CTI.

E-mail Reading

In addition to providing a unified mailbox for voicemail messages, emails and fax message, VoiceMail Pro can also provide the ability to retrieve email messages through the telephone.

When operating in INTUITY mode, using a Microsof Exchange server and with the system licensed for Text-To-Speech (TTS) facilities the user will be presented with a list of both voicemail messages and email messages. The emails can be read out over the telephone in any of the supported 14 languages, based upon the system or user localization settings. The benefit to the user is that their messages are now accessible while in and out of the office through any telephone.

When accessing messages through the telephone all new voicemail messages will be presented to the mailbox owner before any new email messages. When accessing an email message the system refers to the message as “New message with text”.

Configuring the reading of emails to users is a simple exercise:

1. TTS services will be loaded onto the VoiceMail Pro server (the Avaya TTS media pack will install the Avaya TTS engine)
2. A TTS license key will need to be purchased and entered into IP Office manager
3. For each user who is wishes to utilize email reading, the user’s email address will need to be entered into the user profile details in IP Office Manager and the facility enabled through the email reading checkbox.

Where the user has email reading in their voicemail box, they will be able to record a voice reply to the email, and send it as a .WAV attachment to a reply email to the person who sent the email.

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.

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.