A v a y aTM I P O f f i c e A p p l i c a t i o n s
The All-In-One Solution for Your Business Needs
Converged Voice and
Data Networks
Customer Relationship
Management
Unified Communication
Supported by:
Avaya Labs and Services
To o l s t h a t e m p o w e r e m p l o y e e s a n d c u s t o m e r s
I
I n t o d a y 's e c o n o m y , y o u r a b i l i t y t o p r o m p t l y a n d e f f e c t i v e l y p r o v i d e s e r v i c e
to your customers--via their chosen means of communication--is vital to
y o u r s u c c e s s . Yo u n e e d a m i s s i o n - c r i t i c a l s y s t e m t h a t p r o v i d e s n o t o n l y
the channels of communication your customers want to use, but also the
applications to make those communications as convenient and beneficial
as possible.
Application support is a key attribute of
AvayaTM IP Office. Applications provide an even wider
array of useful functions, helping you fully harness the
system's capabilities for maximum benefit in your
small or midsize business. Productivity applications
like voice mail and PhoneManager help your employees
do more work in less time. The Avaya IP Office
eConsole, PC Busy Lamp Field, and the Auto-Attendant
offer the workflow, collaboration, and self-service tools
you need to help improve efficiency and knowledge
provides personalized service every day of the
throughout your organization.
year. Service options include automatic answer for
unavailable employees, personalized greetings
From essential voice messaging to advanced
for customer assurance, and the ability to copy
productivity applications, Avaya IP Office can give
and forward messages with attachments to other
your employees and your customers a comfortable and
individuals or groups.
effective way to add value to your relationships--and
to your bottom line.
With any messaging system, the identification and
notification of messages is critical. VoiceMail Lite
helps ensure clear, timely messages by first
stamping each message with the date, time, and
Avaya IP Office Voice Mail
caller's number--then notifying users of their
solutions
voice messages through e-mail, via the
PhoneManager application or individual terminal
Voice mail is an integral part of any business and a key
display, or with periodic rings to user-designated
element of your Customer Relationship Management
phone numbers. The extension ring setting, in
conjunction with the Find Me/Follow Me feature,
strategy. When you offer the option of leaving a
can keep users on top of their messages even when
message, you're providing an after-hours or peak-
they're out of the office.
calling-period alternative for customers who don't have
time to wait--either today, or until tomorrow. When
When out of the office, employees
you give employees and suppliers the opportunity to
can access their important
relay time-sensitive information securely and access it
messages with remote message
at any time, your business becomes more proactive and
collection. It's a simple procedure
productive. When your people are better prepared and
of dialing the VoiceMail Lite server,
more responsive, your resources are better utilized, and
being automatically "recognized"
your customers know they can depend on you.
through your landline or mobile
number, or alternatively entering a personal
Avaya IP Office Voice Mail options address a wide
identification number. Messages can then be
range of business needs:
delivered to the remote phone just as they would
be to an office extension.
·
VoiceMail Lite is the standard voice mail
application that offers a complete voice messaging
·
VoiceMail Pro adds significant value to VoiceMail
solution. Capable of handling up to four
Lite with increased capacity and refined services.
simultaneous calls depending on the
Businesses with growing needs can scale up to 30
Avaya IP Office platform used, VoiceMail Lite
simultaneous calls, and can take advantage of the
1
Communication without boundaries
VoiceMail Pro Manager. A powerful voice
and more. VoiceMail Pro then can anticipate
processing system with an easy-to-use graphical
changes to help provide the best service possible at
interface, VoiceMail Pro Manager offers tools that
all times. A Speaking Clock is a free option that
can help make your employees more productive,
monitors calls to help management implement
including integrated voice and e-mail messaging,
strategies for reducing call charges. And VoiceMail
and auto attendant.
Pro can even act as an office assistant, triggering
actions connected to Avaya IP Office--for instance,
At its most basic, VoiceMail Pro Manager provides
it can allow users to turn on the office heat via
auto-attendant functionality--helping busy
their cell phones as they drive to work.
operators and providing information to customers
via recorded messages while they route to the
·
Searching for messages wastes valuable time--so
appropriate extension. This includes a simple
Integrated Messaging Pro creates a single point of
configuration suited to your particular company--
management for e-mail and voice mail messages.
such as "press 1 for sales,
An optional application for VoiceMail Pro, and
based on integration with a Microsoft® Exchange
2 for service, or 3 for the
server e-mail system, Integrated Messaging Pro can
operator"--that either
give users the convenience they need to spend less
answers all incoming
time retrieving messages and more time acting on
calls or serves as the
them.
primary backup for a
live operator during
With Integrated
high-volume periods.
Messaging Pro,
Auto-attendant gives
PC users can have
customers a list of department or individual
the advantage of a
extensions to choose from--helping increase the
sophisticated interface that offers playback
efficiency of your transactions with direct access
options, and even more caller information when it
and helping callers "learn" the extension they need
is available. In the Microsoft Outlook® application,
for future calls. Auto-Attendant is also helpful
users see voice mail presented as e-mail messages
when multiple languages are required; businesses
with caller information in the header: number,
can enable an initial selection set that lets callers
name, or extension. Receiving messages as e-mails
choose the language they prefer for navigating
gives users the option of alternately playing back
subsequent options.
the audio through their PC speakers, or sending
the messages to their telephone number of choice
Having trouble with interruptions from people
via the destinations presented in their desktop
trying to sell you something, or other "blocked"
terminal. They can then manage messages by
calls? The Whisper Announce function asks callers
e-mail, even as they listen to them by phone.
for their name, which is then forwarded to the
destination users who then can decide whether to
These tools help create significant benefits for
accept the calls or not. To avoid frustrated
users working outside the office. With message
customers and dropped calls, Assisted Transfer
management enabled by Integrated Messaging Pro,
monitors transferred calls, returning them to the
users can control messages with their device
sender if the transfer isn't answered.
of choice by automatically updating the message
status on all devices. It's a simple way to enhance
The graphical user interface allows users to set
the efficiency of message management for end
VoiceMail Pro functions for given time periods:
users.
normal operation, heavy traffic periods, holidays,
ISDN
Incoming
Office
At Home
On the Road
·
Personal Numbering is an integral part of the
VoiceMail Pro application that gives users the
ability to control their accessibility at all times.
When away from the office, by accessing the voice
mail server and entering their PIN, users can
remotely turn their voice mail on or off, set their
e-mail forwarding to a given address, or edit their
call forwarding and Follow Me numbers to route
new incoming calls wherever they are (e.g mobile
more effective and efficient use of their time on the
or home). With this feature, employees who are out
phone.
of the office can set their extension to forward new
incoming calls or voice messages automatically to
Avaya IP Office offers three PhoneManager variations
mobile or home numbers. For more advanced
for different business needs:
needs, VoiceMail Pro Manager can become a
·
PhoneManager Lite can be the one communications
proactive messaging assistant, automatically
tool for every employee in your business. By
dialing internal or external users when new
providing basic call center features for all users
messages are received.
through their desktop PCs, PhoneManager Lite can
give every user the advantage of caller
The "always open" business is the business that
identification, additional caller information, and
provides full voice mail functionality--messaging,
even the exact number dialed--knowledge your
forwarding, rapid response via telephone or e-mail, and
employees can use to answer each call
the ability to track down employees no matter where
appropriately and professionally. The graphical
they are. You can increase the value of your resources
user interface presents information clearly and can
through the standard VoiceMail Lite by adding the more
be set to pop up on-screen as soon as a call comes
powerful VoiceMail Pro to Avaya IP Office.
in, when the call is answered, or simply at the click
of a mouse.
If you have a busy office with the noise of multiple
Avaya IP Office phone
phones, PhoneManager Lite offers distinct rings for
specific callers. To aid follow-up and reviews,
management solutions
PhoneManager Lite can record all received,
outgoing, and missed calls using caller line
One of the greatest advantages Avaya IP Office can
identification (CLI). By double-clicking on the
provide for small and midsize businesses is simplified
missed call screen, you can simply and quickly
control of communications. The PhoneManager
perform follow-up actions such as returning a
application can allow you to control the telephone
customer's call. And users are alerted to new voice
mail messages, retrievable at the click of a button,
terminal from a PC--making traditional call center
encouraging faster responses.
information such as caller identification, number dialed
by the caller, call history, and queue monitoring
Increased call volumes either can increase or
available to every employee. Just as agents within a call
inhibit productivity. PhoneManager Lite helps to
center use this information to deliver prompt,
ensure positive results with drag-and-drop Busy
personalized service, regular employees in businesses
Lamp Field/Direct Station Select functionality.
with or without call centers can recognize important
Users can create a departmental or company-wide
3
view of available terminals, see at a glance who's
calls, improve their service levels on all calls, and make
Communication without boundaries
available and busy, and either place calls in a
Solutions for your attendants
common call park area for busy users or connect
and operators
them to available extensions.
·
PhoneManager Pro is an attractive upgrade option
Tools such as voice mail and PhoneManager can help to
for growing companies that want to give their
improve the productivity of your business by allowing
employees more autonomy in customer service.
your employees to perform both necessary and
Building on the value of PhoneManager Lite with
optional tasks with greater comfort and ease.
useful additions that minimize labor and maximize
Additional Avaya IP Office applications can help to
productive time, PhoneManager Pro can help to
make your business more efficient by minimizing the
empower all employees to contribute even more to
steps employees and customers take to arrive at great
a positive customer experience. Integration with
service.
Contact Management software adds functionality to
the customer information screen pop, allowing
·
The eConsole makes your operators integral to
users to dial a customer with a single click, or to
your customer service strategy by helping to
create a new record during a call from the auto-
empower them to deliver personalized service
inserted phone number. Your employees can
outside your contact center. A simple graphical
control their own voice mailboxes, monitor up to
interface provides the information they need to
two queues simultaneously, have access to simple
answer general questions correctly, prioritize
scripting for incoming calls, and record time
incoming calls, and extend your customer
management statistics--including time-on-call and
relationship management abilities from the front
cost-of-call. They may even control door entry
door to the back office. The familiar, mouse- or
through PhoneManager Pro, if the door security
keyboard-driven console is easy for novice and
system is integrated with Avaya IP Office.
experienced users to learn.
·
iPhoneManager Pro is the IP soft phone version of
Call Handling Buttons present a wide range of
°
PhoneManager Pro, providing all of the productivity
onscreen, immediately-accessible forwarding
tools through a multimedia PC equipped with a
options for mouse or keyboard.
sound card, headset, and microphone. Your
employees can use the same graphical user
Speed Dial Buttons allow operators to program
°
interface to make, receive, and manage telephone
one-touch access for ten frequently dialed
calls--as the application communicates with Avaya
internal or external numbers.
IP Office on your LAN. It's a great way to improve
the productivity and flexibility of a standard office
Line Status Display is a simple screen with
°
environment, remote user arrangement, or mobile
checkbox indicators for each line configured on
employee laptop.
the system, allowing dynamic monitoring of
numbers, line
With PhoneManager Lite, PhoneManager Pro, and
usage (voice,
iPhoneManager Pro, Avaya IP Office offers the simplified
data, or free),
management and sophisticated functionality small and
and call
midsize businesses need for their communications.
direction.
More detailed information and more powerful tools
from Avaya IP Office help your employees make the
best use of company resources and customer data.
Additional console features include the Incoming Caller
Immediate and
Window, Call Information/Notes Window, Outgoing
future benefits for
Party Information Window, Queued Call Bar Graph,
and Call Park Area.
your business
·
The PC Busy Lamp Field gives operators a dynamic
The productivity and efficiency gains that Avaya IP
view of what's happening in your office and across
Office applications help you achieve can have an
your network via an eConsole or stand-alone
immediate, positive effect on your business. When
application. At a glance, operators can know who
employees and customers have better information and
is on the phone, who is available, and who has
collaboration tools, positive experiences and business
enabled the "do not disturb" function, allowing
opportunities can multiply. The sustained pattern of
them to forward calls to the best person--knowing
productive, efficient, effective business operations and
that person is available to take the call.
services can help you achieve--and exceed--future
The Extension/User Status Window automatically
°
goals by making your business even more attractive to
displays color-coded extension and user
current and prospective customers.
information from Avaya IP Office, including the
number of new voice mail messages, and
allows one-click dialing of extensions via their
About Avaya
screen icons. Current extension status--
available, in use, do not disturb, or external
Avaya is a global leader and innovator in enterprise
calls barred--is indicated by color, or when
communications serving customers who require
the operator holds a PC cursor over the
superior communications to power their business.
extension button.
Over 90% of the FORTUNE 500®, as well as government
The Hunt Group Status Window shows the status
°
organizations rely on Avaya for secure network
for every hunt group on the system--in service,
infrastructures and reliable voice and data applications
out of service, night service, time-out, queued
that power faster decisions, profitable transactions, and
calls, new and old voice mail, and extension
closer relationships between customers, employees,
number.
and suppliers.
With simple tools that perform important tasks,
Our award-winning solutions for the customer-centric
eConsole and PC Busy Lamp Field can help enhance
economy include:
employee efficiency--both individually and in
·
Converged Voice and Data Networks
collaboration with other users and customers. The
·
Customer Relationship Management
combination of productivity and efficiency supported
·
Unified Communication
by Avaya IP Office applications can help small and
midsize businesses like yours make the most of
All supported by Avaya Labs, and our Global Services,
communication and employee resources.
Alliances and BusinessPartner organizations.
Contact your Avaya Client Executive or authorized Avaya BusinessPartner today for more
information on the Avaya IP Office all-in-one communications system, or visit our Web site at
5
avaya.com/solutions
Communication without boundaries
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certain jurisdictions. All other trademarks identified by ® or TM are registered trademarks or trademarks,
respectively, of Avaya Inc, except Windows, which is a registered trademark of Microsoft Corporation. All
other trademarks are the property of their respective owners.
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