TELEPHONE MAN OF AMERICA Earning Your Business Every Step of the Way! Specializing in Telecom Equipment of all Brands, Carrier Services, Technician Services, Maintenance Agreements & Purchasing Excess Telecom Equipment! I will always do my best to match or beat any competitors bid! | Local: 863-614-1900| Toll Free: 866-770-4930| Fax: 888-782-3072| Email: [email protected] | URL: www.TelephonemanOfAmerica.com| URL: www.shop.telephonemanofamerica.com | AVAYA IP Office IP Office Release 5 Product Description 15-601041 Issue 19.d.- (28 July 2009 - 12:25) © 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation Disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link Disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER’S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ (“GENERAL LICENSE TERMS”). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. “Software” means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. “Hardware” means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License Type(s): Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of the Product (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya’s web site at: http://support.avaya.com/ThirdPartyLicense/ Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: [email protected]. For additional support telephone numbers, see the Avaya Support web site (http://www.avaya.com/support). Trademarks Avaya and the Avaya logo are registered trademarks of Avaya Inc. in the United States of America and other jurisdictions. Unless otherwise provided in this document, marks identified by “®,” “™” and “SM” are registered marks, trademarks and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Documentation information For the most current versions of documentation, go to the Avaya Support web site (http://www.avaya.com/support) or the IP Office Knowledge Base (http://marketingtools.avaya.com/knowledgebase/). Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1 800 242 2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support. Product Description © 2009 AVAYA All rights reserved. Page 2 IP Office Release 5 Issue 19.d.- (28 July 2009) Contents Contents Supplemen.t.a..r..y. .S...e..r.v..ic..e..s.. .w...it.h..i.n.. .I.P... .N..e..t.w...o..r.k..s............. 161 Small Com.m...u..n..i.t.y. .N...e..t.w..o..r..k.i.n..g.................................... 162 1. Introduction Internetwor.k..i.n..g.. .w..i.t.h.. .O...t.h..e..r. .A..v..a..y..a.. .P..r.o..d..u..c..t.s............... 164 Common N.e..t.w...o..r.k..i.n..g.. .F..e..a..t.u..r.e..s.................................. 167 Avaya IP Offic..e.. .F..a..m...i.l.y.................................................. 7 7. Data Networking Services What's New .i.n.. .I.P.. ..O..f.f.i.c..e.. .R...e..le..a..s..e.. .5.............................. 11 Voice Comm..u..n..i.c.a..t.i.o..n.. .S...o..lu..t.i.o..n.. .F..e..a..t.u..r..e..s.................... 17 LAN/WAN .S..e..r.v..i.c..e..s................................................... 172 Data Commu..n..i.c..a..t.i.o..n.. .S..o..l.u..t.i.o..n.. .F..e..a..t.u..r.e..s...................... 18 Internet Ac.c.e..s..s.......................................................... 172 Applications. .P..l.a..t.f.o..r.m... .F..e..a..t.u..r.e..s.................................... 19 Remote Ac.c..e..s..s. .F...e..a..t.u..r.e..s.......................................... 173 Managemen.t. .T..o..o..l.s...................................................... 20 LAN to LAN.. .R...o..u..t.in..g................................................... 173 Scalable Pla.t.f.o..r.m.......................................................... 20 Data Netwo..r.k..i.n..g.. .F..e..a..t.u..r.e..s......................................... 174 Telephone O..p..t.i.o..n..s...................................................... 21 8. User Call Control Applications Application a..n..d.. .F..e..a..t.u..r.e.. .L..i.c..e..n..s.i.n..g............................... 21 one-X Porta..l. .f.o..r. .I.P... .O...f.f.ic..e........................................... 183 2. IP Office Platform Phone Man.a..g..e..r......................................................... 190 IP Office 500.. .C...o..n..t.r.o..l. .U..n..i.t........................................... 25 Feature Su.m...m...a..r.y...................................................... 199 IP500 Base .C..a..r.d..s........................................................ 26 9. SoftConsole IP500 Trunk. .C..a..r..d..s...................................................... 30 SoftConsol.e.. .O...p..t.io..n..s.................................................. 206 External Exp.a..n..s..i.o..n.. .M...o..d..u..l.e..s....................................... 32 SoftConsol.e.. .A..d..m...i.n..i.s..t.r.a..t.i.o..n....................................... 208 3. Telephones SoftConsol.e.. .P..C... .R..e..q..u..i.r.e..m...e..n..t.s.................................. 208 1600 Series .I.P... .T..e..l.e..p..h..o..n..e..s......................................... 39 10. Computer Telephony Integration 5402, 5602 S...W...,. .2..4..0..2..,. .4..6..0..2.. .S...W... .T..e..l.e..p..h..o..n..e............... 47 CTI with IP. .O...f.f.ic..e....................................................... 213 5410, 5610 S...W...,. .2..4..1..0..,. .4..6..1..0.. .S...W... .T..e..l.e..p..h..o..n..e..s............. 50 TAPILink L.it.e.. .(..1..s.t. .P...a..r.t.y.. .T..A..P...I. .S..u..p..p..o..r.t.)..................... 214 5420, 5621, .2..4..2..0..,. .4..6..2..1..,. .4..6..2..5.. .T..e..l.e..p..h..o..n..e..s................. 53 TAPILink P.r.o.. .(.3..r..d.. .P..a..r.t.y.. .T..A...P..I. .S..u..p..p..o..r..t.).................... 214 EU24 and EU...2..4.. .B..L.. .E...x..p..a..n..s.i.o..n.. .M...o..d..u..l.e..s..................... 55 Support for. .D..e..v..e..l.o..p..e..r.s.............................................. 214 T3 Telephon.e..s............................................................. 56 11. Voicemail System Butto..n.. .M...o..d..u..l.e.. .S...u..p..p..o..r.t.................................. 62 Wireless and.. .R...e..m...o..t.e.. .P..h..o..n..e.. .S..o..l.u..t.i.o..n..s....................... 63 Embedded. .V..o..i.c..e..m...a..il................................................ 217 Analog Telep..h..o..n..e..s...................................................... 89 Voicemail P..r.o............................................................. 218 Headsets ................................................................ 97 Interaction .o..f. .V..o..i.c..e..m...a..i.l .w...i.t.h.. .E..m...a..i.l. .S..y..s..t.e..m...s............. 221 Summary ................................................................ 98 Unified Mes..s..a..g..i.n..g.. .S..e..r.v..i.c..e.. .(.U..M...S...)............................ 222 4. Features Fax Messa.g..e..s........................................................... 224 Text-to-Speech Email Reading (Microsoft Basic Call H...a..n..d..li.n..g.................................................... 101 Exchange o..n..l.y..)......................................................... 225 Advanced C...a..ll. .H...a..n..d..l.in..g............................................. 105 Networked .M...e..s..s..a..g..i.n..g............................................... 226 Key and La.m...p.. .O...p..e..r.a..t.i.o..n........................................... 112 Auto Attend..a..n..t.......................................................... 227 Outbound C..a..l.l. .H...a..n..d..li.n..g.. .F..e..a..t.u..r..e..s............................. 115 Personal N.u..m...b..e..r.i.n..g.................................................. 228 Forwarding................................................................ 118 Accessing Database Information within Call Flows Avaya Digit.a..l. .a..n..d.. .I.P.. .P...h..o..n..e..s..................................... 120 (IVR) ................................................................ 229 Inbound Ca..ll. .H...a..n..d..l.in..g................................................ 125 Using Text To Speech (TTS) Facilities within a Call Contact Ce.n..t.e..r. .F...e..a..t.u..r.e..s........................................... 128 Flow ................................................................ 230 Miscellaneo..u..s.. .F..e..a..t.u..r.e..s............................................. 129 Visual Basi.c.. .(.V..B...). .S..c..r.i.p..t.i.n..g........................................ 231 System Sho..r..t. .C..o..d..e..s.................................................. 130 Extended P..e..r.s..o..n..a..l .G...r.e..e..t.i.n..g..s.................................... 232 5. IP Telephony Hunt Group.. .B..r.o..a..d..c..a..s..t. .M...e..s..s..a..g..e..s............................. 233 Personal D.i.s.t.r..ib..u..t.i.o..n.. .L..i.s..t.s......................................... 233 Gateways, Gatekeepers and H.323 - Technology Cascaded O...u..t.-.C...a..l.li.n..g................................................ 234 Overview ................................................................ 136 Campaign .M...a..n..a..g..e..r.................................................. 235 IP Telephon..y.. .F..e..a..t.u..r..e..s.............................................. 137 Call Record..i.n..g........................................................... 236 SIP Endpoi.n..t. .S..u..p..p..o..r..t............................................... 138 IP Office C.o..n..t.a..c.t.S...t.o..r.e............................................... 237 Power Opti.o..n..s.. .f.o..r. .I.P.. .T..e..l.e..p..h..o..n..e..s.............................. 141 Centralized Messaging with Avaya Communication VoIP FAQ ................................................................ 143 Manager ................................................................ 239 6. Public and Private Voice Networks Voicemail F..e..a..t.u..r.e.. .C...o..m...p..a..r.i.s..o..n................................. 240 Private Circ..u..it. .S...w..i.t.c..h..e..d.. .V..o..i.c..e.. .N...e..t.w..o..r.k..i.n..g................ 151 PC Require..m...e..n..t.s...................................................... 244 Public Voic.e.. .N..e..t.w...o..r.k..i.n..g............................................ 152 12. Audio Conferencing Session Ini.t.ia..t.i.o..n.. .P...r.o..t.o..c..o..l .(..S..I.P..)................................ 156 IP Office M.e..e..t.-.M...e.. .C...o..n..f.e..r.e..n..c..in..g.. .S...o..l.u..t.io..n.................. 249 Packet Bas.e..d.. .V...o..i.c.e.. .N...e..t.w...o..r.k..in..g................................ 159 IP Office Co..n..f.e..r..e..n..c.i.n..g.. .C...a..p..a..c..it.y................................ 250 Product Description © 2009 AVAYA All rights reserved. Page 3 IP Office Release 5 Issue 19.d.- (28 July 2009) Contents IP Office St.a..n..d..a..r..d.. .C..o..n..f.e..r.e..n..c..i.n..g.. .F..e..a..t.u..r.e..s................ 251 Conferenci.n..g.. .C..e..n..t.e..r................................................. 252 13. The Contact Center Customer C..a..l.l. .R...e..p..o..r.t.e..r............................................ 263 Compact C.o..n..t.a..c..t. .C...e..n..t.e..r.......................................... 272 14. Management Utilities IP Office M.a..n..a..g..e..r..................................................... 281 Monitor ................................................................ 284 Simple Net.w..o..r..k. .M...a..n..a..g..e..m...e..n..t. .P...r.o..t.o..c..o..l. .(.S..N...M...P..)....... 285 SMDR ................................................................ 286 System Sta.t.u..s.. .A...p..p..li.c..a..t.i.o..n......................................... 287 15. Configurations Country Av.a..il.a..b..i.l.i.t.y.................................................... 295 Sample Co.n..f.i.g..u..r.a..t.i.o..n..s.............................................. 296 16. TAPI Functions Supported by IP Office TAPI 2.1 Fu..n..c..t.i.o..n..s.. .S..u..p..p..o..r.t.e..d................................... 300 TAPI 3.0 fu.n..c..t.i.o..n..s.. .s.u..p..p..o..r..t.e..d.................................... 300 Device-Spe..c..if.i.c.. .D...a..t.a................................................. 301 DevLink Fie..l.d..s........................................................... 302 17. Technical Specifications Interfaces ................................................................ 309 Protocols ................................................................ 310 PC Specific..a..t.io..n......................................................... 312 18. Licenses 19. Appendix IP412 Cont.r.o..l. .U...n..it..................................................... 328 IP406 V2 C.o..n..t.r..o..l .U...n..i.t............................................... 330 IP400 WAN..3.. .1..0../.1..0..0.................................................. 332 IP400 So8 .E..x..p..a..n..s..i.o..n.. .M...o..d..u..le.................................... 332 Small Offic.e.. .E..d..i.t.i.o..n................................................... 333 IP400 Trun.k.. .I.n..t.e..r.f.a..c..e.. .C..a..r..d..s..................................... 339 IP500 BRI S...o..8.. .M...o..d..u..l.e.............................................. 341 IP400 Phon..e.. .M...o..d..u..l.e................................................. 342 IP400 Digit.a..l .S...t.a..t.i.o..n.. .V..2.. .M...o..d..u..l.e................................ 343 IP400 Anal.o..g.. .T..r.u..n..k.. .1..6.. .M...o..d..u..l.e................................. 344 Internal Da.u..g..h..t.e..r. .C..a..r..d..s............................................ 345 Product Description © 2009 AVAYA All rights reserved. Page 4 IP Office Release 5 Issue 19.d.- (28 July 2009) Chapter 1. Introduction Product Description © 2009 AVAYA All rights reserved. Page 5 IP Office Release 5 Issue 19.d.- (28 July 2009) 1. Introduction This document is not a contractual document. The specification of the Avaya IP Office family is subject to change without notice. Not all components and features documented are available in all territories, refer to your Avaya Representative for further details. This document should be read in conjunction with any issued technical bulletins and/or product offer announcements. Avaya IP Office Family The Intelligent Communications solution for small and midsize businesses. What is IP Office? A solution for voice and data communications, messaging and customer management. It uses IP technology to deliver more functionality at a lower cost. How can I use it in my business? To connect with colleagues and customers, simplify access to information, keep remote workers in touch. To save money through conferencing, networking, time/ call management, Voice over IP and more. What are my choices? Does your business have one location? Multiple locations? Are you a branch office of a larger organization? A home office? With IP Office you can tailor the solution to your user needs (e.g. Teleworker, Mobile Worker, Customer Service Agent, etc.). Whether you have 2 employees, 200 or more, IP Office is the right choice. IP Office: Three key things to know Every small and mid-size business needs ways to reduce costs and improve the way it operates. Like every business, you’re looking to keep all your customers, add new ones and grow at the pace that’s right for you. Avaya understands this. With over one hundred years of experience as a leader in communications, we know that the right solution for your business is one that helps you increase profitability, improve productivity and gain competitive advantages. Get big business communications - at small business prices Over one million businesses rely on Avaya solutions like Avaya IP Office - the award-winning business communications system that gives growing companies an "all-in-one" solution for telephony, messaging, networking, conferencing, customer management and much more. Growing businesses know they can rely on Avaya for big business capabilities at small business prices - Avaya has an entire division focused on the needs of small and mid-size businesses. We support extensive research into new technologies and standards, and we make it easy for businesses like yours to acquire our solutions by offering an array of financing options. See what Avaya can do for you You need a communications system - every business does. To find one that’s right for your business, start with Avaya. With solutions like IP Office, we’re revolutionizing how small and mid businesses communicate. Now is the time to see what an Avaya solution can do for your business. Reduce monthly costs. Now. IP Office will help you lower the cost of communications, with capabilities like conferencing, making calls over a managed Internet service (Voice over IP) and the "all-in-one" benefits of a converged communications system. Leave the office. Be accessible. With easy, flexible options for call/message forwarding and one-number reachability, IP Office keeps everyone in touch. Get the freedom to go where you want and never miss important business calls. Product Description © 2009 AVAYA All rights reserved. Page 7 IP Office Release 5 Issue 19.d.- (28 July 2009) Serve better. Sell more. IP Office can give you a customer sales and service center designed for your needs and your budget- with all the routing and reporting capabilities you need. Deliver the personal service that builds sales and loyalty. Get connected. Talk to your Avaya BusinessPartner. Discuss where you want communications to add value to your business. Learn about the different service and support options that are available. See why thousands of growing businesses rely on the innovative Avaya IP Office solution. The right choice for you and your business. How we communicate is a personal choice - it has to match the needs of your business. And your needs change depending on whether your employees are working in the office, at home, or on the road. That’s why when you choose IP Office you can also choose from a whole range of communication tools and applications designed to boost productivity. Choose a basic phone or one with all the bells and whistles. Connect our IP phones directly to your office LAN - also use them at home and get all the features you have at the office. Avaya IP Office Phone Manager software can turn the screen of your PC into a phone. And our wireless solutions make it easier to roam the office. With all of our IP Office capabilities, our goal is to make your communications simple and cost-effective. Let your Avaya BusinessPartner put together a selection of tools and applications that's right for you. Fine-tuning performance. How many calls are you handling an hour, a day? What are your peak calling periods? How many calls typically turn into sales? Avaya IP Office reporting capabilities can help you measure and manage your availability and response to customers. Day-to-day administration. Once your system is up and running you will benefit from the graphical administration tools that simplify day- to-day tasks, such as updating directories and moving phone extensions. Getting started. Is your communications network ready for IP Office? We’ll make sure. Avaya has created a whole set of assessment and automated configuration tools to make sure that when your system is installed it’s ready to meet your needs starting Day One. Keeping ongoing management simple. Concerned about needing extra resources to administer a system as powerful as IP Office? There’s no need for worry. IP Office comes with a whole set of graphical tools to keep ongoing management simple. Does my current phone system give my business what it needs? If it is based on old technology, probably not. Your competitors will react faster and appear more professional with the latest in communications software. IP Office delivers the capabilities that allow you to keep up with or overtake the competition. Do I need to understand the technology to implement it? No. IP Office is designed specifically to give you more functionality without making more demands on your resources. Rely on your certified Avaya BusinessPartner for support before, during and after your purchase. We’ll take care of you so you don’t have to worry. Do I need to spend a lot? Not at all. You have choices based on your budget needs. Easy leasing or financing plans not only make this affordable; they help you quickly cut monthly expenses immediately. And you only have to buy/lease what you need, when you need it. Product Description © 2009 AVAYA All rights reserved. Page 8 IP Office Release 5 Issue 19.d.- (28 July 2009) Is IP technology so new that it’s not reliable? With over 150,000 systems deployed worldwide (Avaya is #1 in Enterprise and IP Telephony shipments - source Dell'Oro and Synergy Research, Q4 2007), Avaya IP Office has the track record businesses like yours can rely on. Aside from receiving the Internet Telephony 'Excellence Award' in 2008 and What to Busy for Business in 2009, customers like you are saving money and boosting productivity. Many are managing the system themselves via graphical tools. I have old systems but am adding an office. Should I consider the new technology? Not only would this be a way for you to experience the rich functionality of the latest communications applications, but we may be able to network with your existing equipment, as well as provide a gradual migration plan for your other locations. How quickly can I get up and running? Just say "when"- an authorized Avaya BusinessPartner can tailor a solution to your needs and your budget. By saving you money and helping you grow, IP Office repays your investment and lets you reallocate resources to other business priorities. Lowering long distance costs. Routing phone calls over IP lines- Voice over IP- is growing in popularity. Particularly in the case of international calls, VoIP generates significant savings. If your company is already linking multiple offices using high-speed data circuits, the VoIP capabilities in IP Office make it possible to route voice calls over the existing infrastructure, providing another way to lower costs and leverage your investment. However you do it, the VoIP capabilities of IP Office are a way to put money back in your pocket. Eliminating conferencing fees. For connecting with partners, suppliers and dispersed employees, conference calls keep people working together and keep travel costs down. Many companies rely on third party teleconferencing services and pay a price for the convenience. This is particularly true- and irritating- if a call that’s scheduled doesn’t happen: you still pay the fee. Now there’s an alternative that will save you money. With Avaya IP Office, your organization can have its own private, secure conference bridge and entirely eliminate fees to third party providers. Supporting multiple offices/remote workers When employees can’t get to the office (because of storms, medical issues or other reasons) but can still work productively at home, your business benefits. IP Office Phone Manager lets you turn any PC into a phone, making it easy and productive to work anywhere. And the ability to network phone systems and share messaging systems between offices reduces up front investment and drives long-term productivity. And keep in mind… IP Office delivers a whole range of capabilities. Only you can put a number on the value that many of these capabilities will have for your business. Examples: • Having calls automatically routed to a cell phone or other location, so important customers can get through to the right person in real-time • Being able to operate as a 24/7 business, without a 24/7 staff • Using your communications to quickly identify when your top customers call. Product Description © 2009 AVAYA All rights reserved. Page 9 IP Office Release 5 Issue 19.d.- (28 July 2009)