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Avaya IP Office Phone Systems

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Call Barring
Caller Display
Call Intrusion/Call Pickup
Call Waiting
Hot Desking
Parking Calls
Ring Back When Free/ Callback
Message Waiting Indication
Ring Tones
Music on Hold (MOH)
How the System Receives Time
The 'No User' User
DND, Follow Me and Forwarding
Do Not Disturb (DND)
Follow Me
Forward Unconditional
Forward on Busy
Forward on No Answer Determining a User's Busy Status
Chaining and Loops
Transferring Calls
Off-Switch Transfer Restrictions
Overview of Hunt Groups
Hunt Group Types
Call Presentation
Hunt Group Member Availability
Using Queuing
Hunt Group Overflow
Fallback
Hunt Group Voicemail
Hunt Group Examples
Conferencing Overview
Short Codes
Short Code Fields and Characters
User Dialing
Application Dialing-Secondary Dial Tone
Line Short Codes
Least Cost Routing Overview
Short Code Matching Examples
Short Code List
Overview of Data Routing
NAT & DHCP
Establish ISDN Internet Connection
ISDN Link Between IP Offices
Using a Dedicated T1/PRI ISP Link
Direct Remote Access
Creating a VoIP Link via the WAN Port Using PPP
Create VoIP Link via WAN Port Using Frame Relay
Overview of VoIP
VoIP Protocols-Performance
Small Community Networking
Enabling Small Community Networking
SCN Short Codes
Connecting a Transactional Pad
Paging / Universal Paging Access Module
Paging via an Analog Extension Port
Paging via an Analog Extension Trunk
Making Page Calls
Paging Via Voicemail Pro
Dial By Name
Using Dial by Name
Country Locales
VoIP Implementation
 
 
 
IP Office Manager Pt.1

IP Office Manager Pt.2

 

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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.

 

 

   
   

Hot Desking

Hot desking allows users to log in at another phone. However, unlike using Follow Me or Forwarding which simply redirect a user's calls to another users phone, hot desking takes total control of another phone. All the hot desking user's settings apply to that phone until they log out.

There are a number of setting and features which affect logging in and out of IP Office phones.

In order to hot desk, a user must be assigned a Login Code (User | Telephony | Login Code) in the IP Office configuration.

User's with a login code are shown by a icon.

By default, each IP Office extension has an Extension setting (Extension | Extn | Extension) containing a directory number. This indicates the user who should be associated with the phone. The user's Extension directory number is set through User | User | Extension.

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    By leaving the extension setting for an extension blank, it is possible to have an extension with no default associated user. All extensions in this state use the settings of a special user in the configuration named NoUser and shown by a  icon. On suitable phones the display will showNOT LOGGED ON.

    Similarly you can create users whose extension directory number is not associated with any physical extension. These users need to log in at a phone when they need to make or receive calls. In this way the IP Office system can support more users than it has physical extensions.  

When another user logs in at an extension, they take control of that phone. Any existing user, including the default associated user, is logged off that phone.

Calls to a logged off user receive busy treatment until that user logs on elsewhere.

When the logged in user logs off, they are automatically logged back in at their normal default associated extension. This can be stopped by setting the option Forced Login for that user (User | Telephony | Forced Login). The default associated user of the extension is logged back in, unless they have already logged in elsewhere or they also have Forced Login set.

For each user, you can configure how long the extension at which they are logged in can remain idle before they are automatically logged out. This is done using the Login Idle Period options (User | Telephony | Login Idle Period). This option should only be used in conjunction with Force Login.

Logging in and out at a phone can be done either using IP Office short codes or programmable buttons.

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    The default system short code for logging in, is *35*N# where the user replaces N with their extension number and then login code separated by a *. This uses the short code feature ExtnLogin. If the user dials just a login code as N, it is checked against the user with the same extension number as the extension's base extension number.

    The default system short code for logging out is *36. This uses the short code feature ExtLogout.

    The ExtnLogin and ExtnLogout features can be assigned to programmable buttons on suitable Avaya phones. The ExtnLogin button will then prompt the user to enter their details.

 

 

Agents and Call Center Operation (CCC and CBC)

On IP Office systems with a call center application such as Compact Contact Center (CCC) or Compact Business Center (CBC), logging in and logging off is a key part of tracking and reporting on agent availability. It also controls call distribution as, until the agent logs in, their hunt group membership is seen as disabled. To be treated as an agent, the user must be set to Forced Login. See Scenario 4 below.

 

Scenario 1: Occasional Hot Desking

In this scenario, a particular user, for this example extension 204, needs to occasionally work at other locations within the building.

A Login Code is added to the user's configuration settings, for this example 1234.

The user can now log in when needed at any other phone by dialing *35*204*1234#. The phone's default associated user is logged off by this and their calls get busy treatment. User 204 is also logged off their normal phone and their calls now rerouted to the phone at which they have logged on.

When finished, the user can dial *36 to log off.

This logs the phone's normal default user back on. Its also logs the hot desking user back on at their normal extension.    

 

Scenario 2: Regular Hot Desking

This scenario is very similar to the one above. However the user doesn't want to be automatically logged back in on their normal phone until they return to its location.

A Login Code is added to the user's configuration settings, for this example 1234.

The Forced Login option is selected.

When the user logs out of the phone that they are currently using, they are no longer automatically logged in on their normal extension. When they return to it they must dial *35*204*1234# to log in.

Whilst not logged in anywhere, calls to the user receive busy treatment.

 

Scenario 3: Full Hot Desking

Similar to the scenarios above but this time the user doesn't have a regular phone extension that they use. In order to make and receive calls they must find a phone at which they can log in.

The user is given an Extension directory number that is not matched by the extension directory number setting of any existing extension.  

They are also given a Login Code and a Login Idle Period is set, for this example 3600 seconds (an hour). Forced Login isn't required as the user has no default extension at which they might be automatically logged in by the IP Office system.

The user can now log in at any available phone when needed.

If at the end of the business day they forget to log off, the Login Idle Period will eventually log them off automatically.  

 

Scenario 4: Call Center Hot Desking

In this scenario, the phone extensions have no default extension number. Several phones set like this might be used in a call center where the agents use whichever desk is available at the start of their shift. Alternatively a set of desks with such phones might be provided for staff that are normally on the road but occasionally return to the office and need a temporary desk area to complete paper work.

For the extensions, the Extension setting is left blank. This means that those phones will be associated with the NoUser user's settings and display NOT LOGGED ON.

The call center agents or road-warrior users are configured with Extension directory numbers that also don't match any existing physical extensions. They are all given Login Code numbers.

The users can log in at any of the extensions when required. When they log off or log in elsewhere, the extensions return to the NoUser setting.  

 

   
   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
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