Small Business Phone Systems

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.

User | Twinning

Twinning allows a user's calls to be presented to both their current extension and to another number. The IP Office supports two modes of twinning:

Internal Twinning
Internal twinning is available on IP Office 3.1 and higher systems. It can be used to link two IP Office extensions to act as a single extension. Typically this would be used to link a users desk phone with some form of wireless extension such as a DECT or WiFi handset. Internal twinning is not supported in North American locales.

Internal twinning is an exclusive arrangement, only one phone may be twinned with another. When twinned one acts as the primary phone and the other as the secondary phone.  With internal twinning in operation, calls to the user's primary phone are also presented to their twinned secondary phone. Other users cannot dial the secondary phone directly.

• If the primary or secondary phones have call appearance buttons, they are used for call alerting. If otherwise, call waiting tone is used, regardless of the users call waiting settings. In either case, the Maximum Number of Twinned Calls setting applies.

• Calls to and from the secondary phone are presented with the name and number settings of the primary.

• The twinning user can transfer calls between the primary and secondary phones.

• Calls will ring at the secondary if the primary is logged off or set to do not disturb.

• Logging off or setting do not disturb at the secondary only affects the secondary.

• User buttons set to monitor the status of the primary also reflect the status of the secondary.

• Depending on the secondary phone type, calls alerting at the secondary but then answered at the primary may still be logged in the secondary's call log. This occurs if the call log is a function of the phone rather than the IP Office system.

Mobile Twinning
This licensed method of twinning can be used with external numbers. Calls routed to the secondary remain under control of the IP Office and can be pulled back to the primary if required. If either leg of an alerting twinned call is answered, the other leg is ended.

A number of controls are available in addition to those on this tab.

• Button Programming Actions
  The Emulation | Twinning action can be used to control mobile twinning operation. Set on the primary extension, when that extension is idle the button can be used to set the twinning destination and to switch twinning on/off. When a twinned call has been answered at the twinned destination, the button can be used to retrieve the call at the primary extension.

• Short Code Features
  The following short code actions are available for use with mobile twinning.

• • Set Mobile Twinning Number.

  • Set Mobile Twinning On.

  • Set Mobile Twinning Off.

  • Mobile Twinned Call Pickup.

• Caller ID
  The options on the System | Twinning tab can be used to control which caller ID is sent with calls sent to the twinned destination. The use of those options may be restricted by the trunk type carrying the twinned call and the services provided by the line provider.

Mobile twinning is only applied to normal calls. It is not applied to:

• Intercom, dial direct and page calls since these are answered automatically.

• Calls alerting on line appearance, bridged appearance and call coverage buttons.

• Returning held, returning parked, returning transferred and automatic callback calls.

• Follow me calls.

• Additional calls when the primary extension is active on a call or the twinning destination has a connected twinned call.

User BLF indicators and application speed dials set to the primary user will indicate busy when they are connected to a twinned call including twinned calls answered at the mobile twinning destination.

Mobile Twinning in a Small Community Network
In order for mobile twinning to be used with SCN extensions as the destination, a short code or short codes must be added in order to route the calls to the correct SCN link. For example, a primary user at site A wants to twin with an extension at Site B, the two sites being linked by an IP trunk in Outgoing Group Id of 1. At Site A, add the system short code 8N/Dial/N/1. For the primary to twin with extension 300 at Site B, the mobile twinning number should be entered 8300.

Settings

A  symbol indicates that in IP Office 3.2 the settings can be set and locked by the user's associated user rights.

• Twinning Type: Default = None (North America) or Internal (Rest of World).
  This control is only available with IP Office 3.2. IP Office 3.1 only supports internal twinning and only in locales other than North America.

Internal Twinning Settings
The following settings are available when the Twinning Type is set to Internal.

• Maximum Number of Twinned Calls: Default = 1.
  If set to one, when either the primary or secondary phone are in use, any additional incoming call receives busy treatment. If set to two, when either phone is in use, it receives call waiting indication for any second call. Any further calls above two receive busy treatment.

Mobile Twinning Settings
The following settings are available when the Twinning Type is set to Mobile. The use of mobile twinning requires entry of a Mobile Twinning license into the configuration.

• Twinned Mobile Number: Default = Blank.
  This field sets the destination number for mobile twinned calls. This can be an external or internal number. It is subject to normal short code processing and should include any external dialing prefix if necessary. For an SCN number, see the required short code detailed in the note above.  

• Twinning Time Profile: Default = Blank (24-hours)
  This field allows selection of a time profile during which mobile twinning will be used.  

• Mobile Dial Delay: Default = 2000ms
  This setting controls how long calls should ring at the user's primary extension before being routed to ring at the twinning destination number. This setting may be used at the user's choice, however it may also be a necessary control. For example, if the twinning number is a mobile device that has been switched off, the mobile service provider may immediately answer the call with their own voicemail service. This would create a scenario where the user's primary extension does not ring or ring only briefly.

• Hunt group calls eligible for mobile twinning: Default = Off
  This setting controls whether hunt group calls ringing the user's primary extension should also be presented to the mobile twinning number.  

• Forwarded calls eligible for mobile twinning: Default = Off
  This setting controls whether calls forwarded to the user's primary extension should also be presented to the mobile twinning number.  

User | Menu Programming

Some Avaya DS phones have a Menu key, sometimes marked with an icon.  

When Menu is pressed, a number of default functions are displayed. The < and > keys can be used to scroll through the functions while the keys below the display can be used to select the required function.

The default functions can be overwritten by selections made within this tab.