Immediately Fail over to Backup Voicemail at secondary site- Preferred Edition (Minimum)
Back up Voicemail will contain same configuration, greetings, voicemails, etc.
User Productivity Licenses:
Mobile Worker-
Delivers one number access to mobile phones with call control as if they are in the office
Ability to Twin your desk phone and cell phone to simultaneously ring cell phone with caller ID information passed to mobile phone
Additionally place a call on hold, transfer to another extension, set up conference calls and listen to voicemail messages
Make calls from your mobile phone showing the caller ID of the IPO phone system, rather than your cell phone number
When used with Preferred Edition you may record your conversations and use Text to Speech
Includes Onex Portal Application on smart phones for quick access to features. Compatible phones include Symbian Single Mode Version 4.0, Windows Mobile Version 5.0 & 6.0
Tele Worker-
For employees who work from home full time
Set presence and see presence of other users and send Instant Messages
Calls can automatically transfer to a PSTN line if the internet goes down
Includes Onex Portal license for easier access to features and call control from PC, while being used with softphone or IP hardphone
PC call control features include click to dial, transfer, hold, and access to hundreds of speed dial numbers
Conference Call Control- add, drop, record conference, mute and un-mute
Includes access to Door Phone/ Opener control
Separate Call History Logs for- All Calls, Incoming, Outgoing, Missed, and calls to voicemail
Access to IP Office Directory as well as a Personal Directory of speed dials
Inbox on PC for access to voicemail to email and voicemail call control
Office Worker-
For employees who are primarily office based who would like call control from their PC
Set presence and see presence of other users and send Instant Messages
Includes Onex Portal license for easier access to features including click to dial, transfer, hold, and access to hundreds of speed dial numbers
Conference Call Control- add, drop, record conference, mute and un-mute
Includes access to Door Phone/ Opener control
Separate Call History Logs for- All Calls, Incoming, Outgoing, Missed, and calls to voicemail
Access to IP Office Directory as well as a Personal Directory of speed dials
Inbox on PC for access to voicemail to email and voicemail call control
Power User- All features of Mobile Worker, Tele Worker, Office Worker
Customer Service Supervisor- (Advanced Edition)
Set alarms for internal and external calls
Run Manual or Scheduled call reporting on Customer Service Agents
Wall boards to monitor calls in Real Time
Customer Service Agent- (Advanced Edition)
Designed for ACD Group Agents
Gives the agent the ability to see his/her own performance daily with real time reports
Receptionist Soft Console-
For a busy Receptionist for needs access to high levels of call control through her PC, while still using a hard phone to answer calls
Up to 4 SoftConsoles can be licensed on a single IP Office system
Through the Receptionist Onex Portal, she can control phone through computer by dragging and dropping to transfer a call, see who is on the phone with Presence settings, see how long a caller has been on hold, and see which users have a voicemail message waiting
She can also deliver more information to users by transferring calls with message delivered on display of the user’s phone (i.e., angry customer, customer with order, priority caller, etc.)
She can also see information on call queues such as how long a caller has been on hold in a queue and she can pull a caller from the queue
Up to 8 queue groups can be configured and labelled for a specific hunt group
Display a script on her screen that she can read to answer the phone for different types of callers
ideal solution for a centralized receptionist who needs to see the status of callers at other sites with up to 10 tabs with 100 icons on each page for user status = 1000 users
Voicemail: Essential Edition
Resides on System SD Card with Essential Edition
Upgrade to Preferred or Advanced Edition- Requires a PC
40 Auto Attendant
4 Modes- Day, Night, Lunch, Break
2 Ports of voicemail includes 15 Hours of Storage
4 Ports of voicemail include 20 Hours of Storage
6 Ports of voicemail include 25 Hours of Storage
Up to 1000 Mailboxes
Comes with 2 ports, expandable up to 6 ports
Voicemail must be programmed through the computer
Voicemail to email built in with sync to Blackberry
Recording time based upon PC size, 1 MB per minute
Centralized Voicemail Option
Call Recording may be preset or enabled instantly
Call recording can be stored in central database
Maximum recording length of 60 minutes
Call Queuing Announcements with estimated call waiting time
Meet me conferencing with PIN number access
Add people to conference bridge when needed
Assign DID number to conference bridge
Whisper Announce
Cascaded Out calling
Text to Speech Ability
Campaign Manager- gathering of information from inbound calls such as spoken answers, answers can be retrieved by agent
Voicemail: Advanced Edition
Requires purchase of Preferred Edition
All Features of Essential and Preferred Edition
Record calls to a dedicated storage facility that can be searched and replayed via Contact Store
Integration with 3rd party IVR software- customers can check status of orders, route calls through auto attendant, customers can complete survey information
Agent Monitoring and reporting via Customer Call Reporter
web based tool with real time monitoring
Calls can be tracked cradle to grave (even when calls are transferred to another employee, you can hear entire recording)
Supports up to 150 agents, 30 supervisors, 1 administrator
Set alarms for internal and external calls
Run Manual or Scheduled call reporting
Here are some of the highlights of Release 8:
Supports IP500 V1 or V2
One SD Card for all Versions- Basic Mode, Partner Version
Upgrade with license to Essential, Preferred or Advanced Edition
Avaya IP Office Web Manager: System Management via Web Browser
Supports the following web-browsers:
Firefox
Internet Explorer
Safari
Chrome
New Hardware: (Preferred Edition Only)
UC110 Unified Communications Module
Requires a slot in Main Cabinet
Supports Preferred Edition without Server
Supports User Productivity Packages
Supports Mobility Server
Basic Edition, Partner Mode- V2 Cabinet only
Upgrade to Essential Edition with Keycode
Mobile Worker (Mobile Twinning) not supported, requires upgrade to Essential Edition
No new feature enhancements with the exception of the voicemail
Allow System Administration while Users are on a call
Essential Edition
Requires a keycode to upgrade from Basic Mode
Comes with Mobile Twinning Feature for all users (requires SIP Trunks or PRI)
Comes with the ability to have 2 remote workers - requires VCMs, does not require VPN or IP Endpoint License (9600 series Phone)
Anything more than 2 remote workers requires an IP endpoint license- and maybe used for 1600 or any other IP Phone that requires VPN router
Coaching Intrusion, Silent Intrusion and Whisper
Preferred Edition
Requires Dedicated PC, Server or UC110 Module
Requires purchase of Essential Edition License
Required Keycode to use Office Worker, Teleworker or Power User Productivity Licenses. If a customer with User Productivity License upgrades to Release 8.0 and does not have Preferred Edition, they must purchase this license in order to keep the User Productivity Licenses. Otherwise they will no longer work.
Required for Multi-Site Networking at minimum of 1 site even if Centralized Voicemail is not required
Multi Time Zone Support
Text to Speech for Linux
MAPI Exchange Integration on Linux
Call Screening
Advanced Edition
Agent Monitoring and reporting via Customer Call Reporter Updates for 8.0
Avaya one-X Portal for IP Office: Agent Control Gadget, World Clock Gadget
System Talk Time Report Enhancements
APF- Agent Productivity Factor (Agent Time Card Report)
15 & 30 minute reports for Call Summary Report and Call Detail Report