Avaya IP Office 8.1 - 19 The Contact Center

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Product Description

IP Office 8.1

Page 399

Issue 26.k.- (16 August 2012)

Chapter 19.

The Contact Center

Main Page

Default Chapter3
- Table of Contents3
1 Introduction5
- Avaya IP Office6
- What's New in IP Office Release 8.19
- Voice Communication Solution Features10
- Data Communication Solution Features11
- Applications Platform Features12
- Management Tools13
- Scalable Platform14
- Telephone Options14
- Application and Feature Licensing14
- Country Availability14
2 IP Office Basic Edition PARTNER® Mode17
- 2. IP Office Basic Edition PARTNER18
- Hardware20
- Telephones22
- Wireless Telephones27
- System Administration29
- System Features32
3 IP Office Basic Edition Norstar® Mode48
- 3. IP Office Basic Edition Norstar49
- Hardware51
- Telephones53
- System Administration57
- System Features60
  - Do Not Disturb Exceptions66
  - Remote Call Forwarding70
4 IP Office Server Edition76
- MID-Market Overview77
- IP Office Solution Overview77
- IP Office Key Components81
- IP Office Deployment Options81
- IP Office Scalability82
- IP Office Resiliency82
- IP Office Centralized Licensing84
- IP Office Centralized Management86
- Documentation, Training, and Localization87
- Serviceability89
5 IP Office 500 Platform90
- IP Office 500 Control Unit91
- IP500 Base Cards93
- IP500 Trunk Cards98
- External Expansion Modules102
6 Telephones106
- 9600 Series IP Telephones109
- B100 Conference Telephones125
- 9504 And 9508 Digital Telephones131
- 1600 Series IP Telephones and 1400 Series Digital Telephones134
- T3 Telephones142
- Wireless Phone Solutions146
  - Ruggedized Wireless Telephone173
  - Wireless Telephone175
- Other Phones Supported187
- Button Modules215
- Analog Telephones216
- Headsets222
- Summary223
7 Features and Call Handling226
- 7. Features and Call Handling227
- Basic Call Handling228
- Advanced Call Handling232
- Key and Lamp Operation238
- Outbound Call Handling Features240
- Idle Line Preference241
- Forwarding242
- Avaya Telephone Features244
- On Hook Dialing247
- Inbound Call Handling248
- Time Profiles249
- Contact Center Features250
- Miscellaneous Features251
- System Short Codes252
8 IP Telephony253
- Gateways, Gatekeepers and H.323 - Technology Overview256
- SIP - Session Initiation Protocol256
- IP Telephony Features257
- SIP Trunks259
- SIP Endpoint Support261
- IP Office 8.1 Interoperability266
- Remote Phone Support269
- Avaya Session Border Controller for Enterprise272
- Voip FAQ272
- Network Assessment274
9 Public and Private Voice Networks276
- 9. Public and Private Voice Networks277
- Private Circuit Switched Voice Networking278
- Public Voice Networking279
- E1R2 Channel Associated Signaling281
- Session Initiation Protocol (SIP)281
- Packet Based Voice Networking284
- Supplementary Services Within IP Networks285
- Multi-Site Networking (Small Community Networking)286
- Internetworking with Other Avaya Products289
- Common Networking Features290
10 Data Networking Services292
- LAN/WAN Services293
- Internet Access293
- Remote Access Features294
- LAN to LAN Routing294
- SSL/VPN Remote Access295
- Data Networking Features295
  - Dhcp Server296
  - Auto Connect298
11 Unified Communications Module300
12 Applications Server303
- 12. Applications Server304
13 User Call Control Applications305
- One-X Portal for IP Office306
- Feature Summary316
- IP Office Video Softphone320
- Feature Overview324
- Flare Communicator327
- Installation and Configuration329
14 Receptionist332
- Softconsole Options337
- Softconsole Administration338
- Softconsole PC Requirements339
15 Computer Telephony Integration340
- CTI with IP Office341
- Tapilink Lite (1St Party TAPI Support)342
- Tapilink Pro (3Rd Party TAPI Support)342
- Support for Developers342
- TAPI Functions Supported by IP Office343
16 Messaging347
- 16. Messaging348
- IP Office Essential Edition - Embedded Voicemail350
- IP Office Preferred Edition - Voicemail Pro352
- IP Office Preferred Edition - Voicemail Pro Resilience and Backup356
- 24. Appendix359
- Interaction of Voicemail with Email Systems359
- Unified Messaging Service (UMS)360
- Fax Messages363
- Text-To-Speech Email Reading (Microsoft Exchange Only)364
- Networked Messaging365
- Auto Attendant366
- Personal Numbering367
- Accessing Database Information Within Call Flows (IVR)368
- Using Text to Speech (TTS) Facilities Within a Call Flow369
- Visual Basic (VB) Scripting370
- Extended Personal Greetings371
- Hunt Group Broadcast Messages372
- Personal Distribution Lists372
- Cascaded Out-Calling373
- Campaign Manager374
- Call Recording375
- Call Screening376
- IP Office Contactstore377
- Centralized Messaging with Avaya Communication Manager379
- Voicemail Feature Comparison380
17 Mobility383
- 17. Mobility384
- One-X Mobile Preferred for IP Office385
- On-Site Mobility387
- External Mobility389
- 3Rd Party Mobility Solutions for Use with IP Office392
18 Audio Conferencing394
- 18. Audio Conferencing395
- IP Office Preferred Edition Meet-Me Conferencing Solution396
- IP Office Conferencing Capacity397
- IP Office Standard Conferencing Features398
19 The Contact Center399
- Customer Call Reporter400
- Call Statistics410
20 Management Utilities414
- 20. Management Utilities415
- IP Office Web Manager416
- IP Office Simplified Manager422
- IP Office Monitor424
- Simple Network Management Protocol (SNMP)425
- System Status Application426
- Data Migration Manager427
21 IP Office Support Services and Automated On-Boarding431
- Avaya Global Services432
- On-Boarding Automation433
22 Technical Specifications435
- 22. Technical Specifications436
- Interfaces439
- Protocols439

Avaya IP Office 8.1 - 19 The Contact Center

Table of Contents

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