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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

 

   
   

 

Group Paging

A group of users can be placed within a paging group for the purpose of receiving voice announcements via the speaker of their digital telephone when idle. IP Office also allows POT ports to be configured for connection to external tannoy or paging systems. With Release 2.1, IP phones are now able to be part of a paging group.

Hold Music

The system supports both internal and external music on hold. The internal source uses a WAV file of up to 30 seconds length. WAV files are industry standard making it simple to change the music to meet the customers needs. External music on hold devices connect to the 3.5mm Audio socket located on back of all IP Office control units.

Hot Desking

Hot Desking allows a number of users to use the same extension. Each user logs in as themselves so they can access their own Voicemail and other facilities. For example, sales personnel who visit the office infrequently can be provided with a telephony and Voicemail service without being permanently assigned a physical extension.

Incoming Call Routing

Traditionally incoming calls used to be presented to an Operator who then decided where to pass the call. The IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria. The system currently supports routing based on, the calling parties telephone number or CLI/ANI (This could even be part of the number received such as an area code), routing based on presentation digits from the exchange such as DDI/DID or ISDN MSN, routing based on sub-address and routing based on the service type i.e. Voice Call, Data Call, etc. It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be handled differently depending on which part of the country the call is originating from.

Each Incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative routing for an incoming call based on 'time of day' and 'day of week' criteria.

Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs.

Where multiple call routes are set up to the same destination, a Priority level can be associated with the call. This priority level is used to determine a calls queue position in place of simple arrival time.

  • Note: Calls that are ringing a free extension are not considered queuing and are not effected by a high priority call joining a queue.

 

 

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