IP Office Receptionist

Transcription

1 IP Office Receptionist Efficient and Professional Call Handling Overview Receptionists can handle dozens, even hundreds of calls daily, so it s easy to see how important it is to deploy a phone application that allows for efficient call handling. IP Office Receptionist offers a visual display of incoming calls and call status throughout the business on an easy-to-use PC interface. With visual access to everyone s phone status who s busy, on the phone, away from their desk receptionists can route calls quickly and accurately with a mouse click. Receptionist is a powerful application that allows a single operator to manage calls for single site offices and even multiple locations to ensure prompt and professional handling of all calls. Capabilities Fast, accurate call handling With its intuitive PC interface Receptionist allows for convenient click-and-drag call handling that helps improve the efficiency and effectiveness of the operator, even with large call volumes. Visual call status Receptionists can see the status and availability of all associates on the network who s on the phone, away from their desk, not to be disturbed, etc. helping with speed and accuracy of call routing. Centralized call management With Receptionist, a single operator can handle calls for multiple offices transferring calls between locations, adding people to conferences, managing voic messages for associates. The result: streamlined operations, consistency of service and cost savings. Call handling for multiple businesses When an operator manages calls for multiple businesses (for example, in a shared office environment), Receptionist enables the operator to quickly and accurately identify callers, greet them appropriately, and route calls to the right business. Sharing the receptionist resource reduces costs. Benefits Streamline operations Handle large call volumes with just a single receptionist, in standalone or multi-site environments; use a single operator to manage calls for multiple businesses Provide professional service to callers Easy-to-use interface means receptionists can see the status of users on the network to quickly and accurately route calls to the right people avaya.com 1

2 Specifications Format IP Office License Key and Software Download System IP Office with Essential, Preferred, Advanced, or Server Edition User Any IP Office telephone Ethernet-attached PC using Windows XP or Windows Vista Business/Enterprise/Ultimate or Windows 7 Professional/ Enterprise/Ultimate Feature Detail For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents. IP Office Receptionist solution provides: Inbound & Outbound Call handling Phone Call Control including Conference Call Control & Conference Rooms; Transfer, Hold, and Park via drag & drop Up to 16 Park Slots with customized labels Configuration of Phone Preferences Receive Caller ID & Name Display (provided by local service provider) Speed Dial and Busy Lamp Field management of users within and across the enterprise Local Phone Directory Separate Call history logs All, Incoming, Outgoing, Missed Calls, Messages Ability to create script for incoming call handling Time on Call display Monitoring of up to 8 Queues & ability to answer calls in queue Simple Outlook contact record creation Distinctive Ringing using WAV file Centralized receptionist across connected locations About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit 2 avaya.com 2012 Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/12 LB

3 IP Office Mobile Worker One number access for employees on the road Overview For staff who are often out of the office, but don t require a laptop, IP Office Mobile Worker (available with IP Office Preferred Edition and Advanced Edition) keeps them readily accessible. Wherever they re working with clients, between stores/locations, down the hall, in the warehouse, or on the road Mobile Worker turns any phone into an extension of their office phone, with many of the call handling features available in the office. Staff give out just one phone number their office number and calls ring simultaneously on their mobile device, making it easy for customers, colleagues and vendors to reach them wherever they are. Capabilities Manage your office from your mobile device Provide customers and others with just your office phone number and have all calls ring simultaneously on any other phone (mobile, remote office, home), eliminating missed calls when out of the office or away from your desk. Create and manage conference calls right from your mobile device with just a click. Extend presence and instant messaging capabilities to your mobile device, so you can see who s available and instantly contact them through IM. Roam the office/warehouse With an Avaya wireless IP phone (purchased separately), staff can roam throughout the building or campus and stay completely accessible, as though at their desk. Easy access to messages Whether you have a smartphone, laptop or mobile phone at hand, it s easy to retrieve and respond to messages. Voic and appear in a single inbox. Use visual voic (on smartphone or PC) to prioritize messages. Hear and reply to s over the phone using text-tospeech technology. Benefits Enhanced customer service Mobile sales and service staff stay connected and responsive to customers regardless of where they are. Increased productivity Access to people, messages and information help mobile employees deliver whether in or out of the office. Increased customer knowledge All calls that go through IP Office can be tracked and monitored to capture data on customer interactions. Reduced costs Calls that are routed through IP Office take advantage of business calling plans, which can significantly reduce overall calling costs. avaya.com 1

4 About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit Specifications Format System User Feature Detail IP Office License Key and software download for ios and Android devices IP Office Preferred Edition or IP Office Advanced Edition ISDN-PRI, T1, E1, or SIP trunks Voice Compression Module (VCM) Channels when using IP wireless Microsoft Exchange when using Reading Mobile Call Control with enhanced graphical user interface Supported on Android 2.x and higher, and ios devices In building roaming options Avaya DECT R4 Avaya IP Wireless telephones Avaya cordless Avaya 3641/3645 IP Wireless telephones Requires the Avaya Voice Processing Platform (AVPP) server that provides quality of service Security: 40- and 128-bit WEP security 3725 supports standard Bluetooth headset Reading and Reply IP Office Preferred Edition Microsoft Exchange Data based unified communications Call control (click-to-call, click-to-conference, etc.) One number access Simultaneous ringing of mobile device when calls arrive at IP Office desk phone Visual voic IM and presence (both call and calendar) Corporate directory access Make calls through IP Office system via mobile devices Calling party receives CLI of IP Office (called party requires CLI from local service provider) Reading and Reply using Text-To-Speech technology Integrated geo-location Add Follow Feature to get real-time notifications on a person s availability Set your presence status even while on the road 2 avaya.com 2012 Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/12 LB

5 IP Office - Office Worker Maximize productivity throughout the office Overview Associates who work in the office, whether the main office, remote office, or home office, require a unique set of communications tools to ensure they can be as productive as possible, regardless of location. Available with IP Office Preferred Edition, Advanced Edition, and Server Edition, the Office Worker solution for Avaya IP Office puts powerful communications tools at your fingertips in an intuitive PC interface. Get things done quickly and efficiently make decisions, answer questions, convey critical and timely information without leaving your desk. Send and receive instant messages. Manage audio conferences with the click of a button. Check status of co-workers right on your PC screen (see who s on the phone, away, or do not disturb, etc.). Click to speed dial. Access voic and in one mailbox and see all your messages together. Office Worker helps employees work faster and smarter. That can translate into greater productivity and efficiency and better customer interactions. Capabilities Make and Control Calls from your PC or ipad With just a click or tap you can access speed dial entries, transfer calls, and create conferences with colleagues. It s a simple, fast, and an extremely efficient way to manage high call volumes. Efficiently manage all messages With its built-in unified messaging, Office Worker allows you to handle all your messages from one place on your PC. See voice mail messages alongside s and respond to the high priority ones first. Manage audio conferences Simplify how you create, access, and manage audio conferences so employees make better use of this productivity enhancing tool. The integrated conference bridge can provide significant cost savings, too. Presence and instant messaging Always know the status of co-workers or your most important external contacts by viewing their state of presence on your PC screen. Send instant messages to your associates or contacts to improve response times and speed decision-making. Point-and-click call handling - The intuitive and easy-to-use browser-based interface makes call handling a snap. Click to dial, transfer and conference. Integrate desktop calling and communications capabilities with applications such as Microsoft Outlook and Salesforce.com. Benefits Improved productivity Stay connected, responsive and productive; quickly and easily share ideas, provide direction and deliver on commitments. avaya.com 1

6 Increased responsiveness Being accessible and responsive to customers and colleagues is always critical; with Office Worker, employees have the tools to quickly reach and be reached. Easy deployment With its web browser based application interface, Office Worker is quickly and efficiently deployed to users throughout the office; its intuitive interface can be quickly mastered. Specifications Format System User IP Office License Key and optional PC and/or ipad download IP Office with Preferred Edition or Advanced Edition, or Server Edition Current versions of the following browsers are supported: Microsoft Internet Explorer Mozilla Firefox (Mac or Windows) Apple Safari (Mac or Windows) Google Chrome (Mac or Windows) PC Client Specifications: Windows XP, Windows Vista (Business/Enterprise/Ultimate), or Windows 7 (Professional/Enterprise/ Ultimate) PC Server Specifications: Ethernet-attached PC running one of the following Server Operating systems: Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 Voic synchronization in and Browser based access to voic works with any IMAP mail client (Outlook); Web access supported on Microsoft Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2 For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents. About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit Feature Detail Learn More With browser interface: Inbound & Outbound Call handling (Answer, Hold, Transfer, Drop) Receive Caller ID & Name Display (per service provider) Conference Call control (Add, Drop, Record Conference, Mute, Un-mute) Inbound & Outbound Call handling directly through Salesforce.com (Windows only) Time on call displayed Queue Monitoring Phone Preference Setting Do Not Disturb, Voic ring back, and Voic out calling Personal, System, and External Directory Speed dial and Presence management of Microsoft Exchange, GoogleTalk, and users within and across the enterprise Send Instant Messages (IM) to GoogleTalk and internal users Separate Call History logs All, Incoming, Outgoing, Missed Messages Voic message management Microsoft Exchange Calendar Mining Integrate 3rd party gadgets from igoogle and Zoho into workspace With PC Client interface: Inbound & outbound call handling directly through Microsoft Outlook To learn more, please contact your Avaya Authorized Partner or visit us at avaya.com. 2 avaya.com 2012 Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/12 LB

7 IP Office Teleworker Full-time Remote Worker Productivity Overview IP Office Teleworker provides small businesses with powerful communications tools to enable home and remote workers to be just as accessible and responsive as employees who work in the office. Available with IP Office Preferred Edition and Advanced Edition, Teleworker allows small businesses to expand their labor pool by enabling people to work remotely wherever that may be with the full array of office phone capabilities. With just an Internet connection, home and remote workers are a seamless extension of the main office, making it easy for customers and colleagues to reach them. Calls flow through the network reducing costs (and eliminating variable phone expenses), and real estate requirements can be substantially reduced. Capabilities Point-and-click call handling The intuitive and easy-to-use browserbased interface makes call handling a snap. Click to dial, transfer, hold, conference, and more. Access hundreds of speed dial entries. Integrate desktop calling and communications capabilities with applications such as Microsoft Outlook and Salesforce.com. Cost-effective communications Connecting through a VPN allows remote workers phone expenses to be reduced or even eliminated. Streamline real estate and facilities costs by hiring full-time remote workers. Easily manage a dispersed workforce Presence features allow remote workers and their office counterparts to see each other s status: who s on the phone, away from their desk, busy, etc. Record, archive and replay calls for monitoring and training purposes. Expand your labor pool Hire the right employees whether they live down the block, across the country or on the other side of the world; Teleworker seamlessly connects them to your network so they are virtually in the office. Benefits Reduce expenses Eliminate variable phone expenses for remote workers, and even reduce real estate leasing and facilities costs. Strengthen your workforce Hire the right people, regardless of where they live. Teleworker helps you grow your business with the most qualified people. Ensure productivity & professionalism If VPN connectivity is lost or bandwidth compromised, employees won t miss important calls. With Teleworker, they simply leverage their PC interface and home or wireless phones to stay connected. Increase productivity Reduce or eliminate commute times. Expand business hours by hiring remote workers in different time zones. avaya.com 1

8 Specifications About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit Format System User Feature Detail IP Office Software Download IP Office Preferred Edition or IP Office Advanced Edition with Voice Compression Module (VCM) Channels Broadband Internet Access Browsers: Microsoft Internet Explorer version 7 and above Mozilla Firefox (Mac or Windows) version 3.5 and above Apple Safari (Mac or Windows) version 3.2 and above Google Chrome (Mac or Windows) PC Client Specifications: Windows XP, Windows Vista (Business/Enterprise/ Ultimate), or Windows 7 (Professional/Enterprise/Ultimate) PC Server Specifications: Ethernet-attached PC running one of the following Server Operating systems: Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 Voic synchronization in and Browser based access to voic works with any IMAP mail client (Outlook); Web access supported on Microsoft Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2 For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents. With browser interface: Work from anywhere with just an Internet connection and telephone Inbound & Outbound Call handling (Answer, Hold, Transfer, Drop) Receive Caller ID & Name Display (per service provider) Conference Call control (Add, Drop, Record Conference, Mute, Un-mute) Inbound & Outbound Call handling directly through Salesforce.com Time on call displayed Queue Monitoring Phone Preference Setting such as Profiles (Office, Mobile, Home), Do Not Disturb, Voic ring back, and Voic out calling Personal, System, and External Directory Speed dial and Presence management of Microsoft Exchange, GoogleTalk, and users within and across the enterprise Send Instant Messages (IM) to Microsoft Exchange, GoogleTalk, and internal contacts Separate Call History logs All, Incoming, Outgoing, Missed, Messages Voic message management Microsoft Exchange Calendar Mining Integrate 3rd party gadgets from igoogle and Zoho into workspace With PC Client interface: Work from anywhere with just an Internet connection Inbound & Outbound Call handling (Call, Hold, Transfer, End, Redial, Speakerphone, Mute) Integrated hi-definition multipoint videoconferencing Time on call displayed Contact creation Access IP Office Directory (System, Corporate, Personal) 12 customizable feature key buttons Call History log All, Incoming, Outgoing, Missed Inbound & Outbound call handling directly through Microsoft Outlook 2 avaya.com 2012 Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/12 LB

9 IP Office Power User Stay connected and productive anywhere Overview The ultimate in communications accessibility, IP Office Power User enables executives and managers to be as productive as possible in virtually any circumstances. Whether in the office, down the hall, at home, or on the road, Power User lets key personnel always be responsive to customers and colleagues. Armed with a laptop and any phone, Power User software (in conjunction with Preferred, Advanced, or Server Editions), unifies communications to help ensure the most important staff are working at the highest levels of productivity and efficiency at all times. Capabilities Manage your office from your mobile device Provide customers and others with just your office phone number and have all calls ring simultaneously on any other phone (mobile, remote office, home), eliminating missed calls when out of the office or away from your desk. Create and manage conference calls right from your mobile device with just a click. Extend presence and instant messaging capabilities to your mobile device, so you can see who s available and instantly contact them through IM. Control calls from a laptop As long as you ve got an Internet connection, Power User will allow you to turn your laptop into an office phone, with the full complement of features and capabilities delivered via an easy-to-use PC interface. Reduce or eliminate calling fees and help people stay connected. Make and receive personal video calls to another Power User or Teleworker on the network! text-to-speech Receive important messages without access to a laptop or smartphone by having them read over the phone with advanced text-to-speech capability. Unified messaging Access voic and in one mailbox and see all your messages together for fast, efficient access to information. Synchronization keeps all mailboxes up-to- date. Access all messages via a web-browser. Message notification Automatically receive notification of new messages and access them via any phone (including both ios and Android powered smartphones), respond to messages and more. Host conference calls Set up regular, secure meet-me dial in conferences, or host them on the fly. With 128-party conferencing built-in (with up to 64-parties per conference), IP Office enables cost-effective collaboration. Benefits Non-stop productivity Stay connected, responsive and productive under just about any circumstances sharing ideas, providing direction and delivering on commitments. Increased responsiveness Being accessible and responsive to customers and colleagues is critical, and with Power User key executives are available anytime, anywhere. Improved bottom line Faster decisions and better customer service often translate into greater revenue generation and a more attractive bottom line. Reduced costs Built-in features (such as conferencing) help reduce ongoing costs while delivering powerful new capabilities that differentiate the small business. avaya.com 1

10 Specifications Format System License Key and optional PC and/or ipad download IP Office with Preferred Edition, Advanced Edition, or Server Edition ISDN-PRI, T1, E1, or SIP trunks Voice Compression Module (VCM) Channels when using IP wireless, Avaya Flare Communicator, or IP Office Video Softphone Microsoft Exchange when using Reading and Reply User Feature Detail Mobile Call Control with enhanced graphical user interface Supported on ios 5.x and higher and Android 2.x and higher In building roaming options Avaya IP Wireless telephones Avaya DECT R4 Avaya Cordless Telecommuter Mode (control calls from any phone) Broadband Internet connection Laptop Any phone able to accept direct incoming call (mobile phone, home phone) Avaya Flare Communicator or Avaya Office Video Softphone Broadband Internet connection Laptop or ipad (Flare Communicator only) Headset Mobile Call Control using enhanced GUI: Data based unified communications Call control (click-to-call, click-to-conference, etc.) One number access Simultaneous ringing of mobile device when calls arrive at IP Office desk phone Visual voic IM and presence (both call and calendar) Corporate directory access Make calls from mobile device through IP Office Calling party receives CLI of IP Office (called party requires CLI from local service provider) Reading and Reply using Text-To-Speech technology Web browser access to voic messages without dialing into your voic box Synchronization of voic messages delete a voic message from your Inbox and it will simultaneously be deleted from your voic box and vice versa! With browser interface: Work from anywhere with just an Internet connection and telephone Inbound & Outbound Call handling (Answer, Hold, Transfer, Drop) Receive Caller ID & Name Display (per service provider) Conference Call control (Add, Drop, Record Conference, Mute, Un-mute, Lock, Un-loc) Inbound & Outbound Call handling directly through Salesforce.com Reading and Reply IP Office Preferred Edition Microsoft Exchange Voic synchronization with Inbox and browser based access to voic PC Specifications: Ethernet-attached PC Works with any IMAP mail client (Outlook); Web access supported on Microsoft Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2 Microsoft Internet Explorer version 7 and above, Mozilla Firefox version 3.5 and above, Apple Safari (Mac or Windows) 3.2 or higher For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip documents. Time on call displayed Queue Monitoring Phone Preference Setting such as Profiles (Office, Mobile, Home), Do Not Disturb, Voic ring back, and Voic out calling Personal, System, and External Directory Speed dial and Presence management of Microsoft Exchange, GoogleTalk, and users within and across the enterprise Send Instant Messages (IM) to Microsoft Exchange, GoogleTalk, and internal contacts internal users Separate Call History logs All, Incoming, Outgoing, Missed, Messages Voic message management Microsoft Exchange Calendar Mining Integrate 3rd party gadgets from igoogle and Zoho into workspace With PC Client interface: Work from anywhere with just an Internet connection Inbound & Outbound Call handling (Call, Hold, Transfer, End, Redial, Speakerphone, Mute) Integrated hi-definition multipoint videoconferencing Time on call displayed Contact creation Access IP Office Directory (System, Corporate, Personal) 12 customizable feature key buttons Call History log All, Incoming, Outgoing, Missed Inbound & Outbound call handling directly through Microsoft Outlook About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/12 LB avaya.com