Av a y a I P O f f i c e

Contact Centers Unified Communication ServicesIP Telephony

The All-in-One Solution for Growing BusinessesThe All-in-One Solution for Growing Businesses

S

S i m p l i f y

G e t t h e f e a t u r e s t h a t s i m p l i f y e v e r y d a y c o m m u n i c a t i o n s —l i k e h a v i n g y o u r c a l l s f o l l o w y o u w h e r e v e r y o u h a p p e n t o b e - w o r k i n g .

S t r e a m l i n e

M a n a g e y o u r v o i c e m a i l a n d e - m a i l i n o n e m a i l b o x . L i s t e n t o y o u r v o i c e m a i l t h r o u g h y o u r l a p t o p . L i s t e n t o y o u r e - m a i l s t h r o u g h y o u r p h o n e . S e t u p c o n f e r e n c e c a l l s w i t h a s m a n y a s 6 4 p a r t i c i p a n t s p e r c o n f e r e n c e o n y o u r o w n c o n f e r e n c e b r i d g e .

P e r s o n a l i z e

D e l i v e r t h e e f f i c i e n t , p e r s o n a l s e r v i c e t h a t k e e p s c u s t o m e r s c o m i n g b a c k … a n d m a k e s y o u e a s y t o d o b u s i n e s s w i t h .

C o n n e c t

C o n n e c t y o u r p h o n e s … P C s … o f f i c e s … t h e I n t e r n e t … r e m o t e - w o r k e r s … h e a d q u a r t e r s .

R e l y o n Av a y a I P O f f i c e t o h e l p y o u r b u s i n e s s …

2003 Product of the Year

Internet Telephony Magazine

Simplify your communications…lower your costs…streamline messaging…

enhance customer service. It’s all possible with Avaya IP Office, the all-in-one

communications solution designed to grow with you into the future.

E v e r y t h i n g a g r o w i n g b u s i n e s s

n e e d s i n a f u l l - f e a t u r e d p h o n e

s y s t e m . A n d t h a t ’ s n o t a l l …

Avaya IP Office delivers the powerful call handling capabilities for the busiest communications environ-ments. And the features and flexibility that enhance the performance and productivity of everyone who uses it.

What really sets Avaya IP Office apart from communica-tions solutions you may have used before are the inno-vative applications you can add that will transform the way you do business:

• Integrate your customer database with IP Office’s sophisticated call routing capabilities to deliver a new level of personalized customer service.

• Build a multimedia contact center to support cus-tomers via the phone, e-mail or Web-chat.

• Implement innovative call accounting capabilities that track calls, allocate costs and speed investment returns.

• Distribute information quickly to large numbers of people (training, press conferences, briefings) with easy-to-use conferencing capabilities.

• Integrate security and office management capabili-ties to remotely unlock doors, access fire/burglar alarms, monitor energy settings, and more.

By “converging” voice, data and Internet technologies in one solution, Avaya IP Office is able to support all of these applications. Whether it’s improving productiv-ity, streamlining the flow of information or enhancing your customer service, the versatile Avaya IP Office is designed to support the applications that will help you achieve your most important business goals.

Av a y a I P O f f i c e … h o w y o u u s e i t i s u p t o y o u

1a higher plane

of communication

A Phone SystemA full PBX with hundreds of features. Up to 360 extensions. Display phones. Desk- and PC-based IP phones. Paging. In-building wireless. Standards-based interoperability with other PBXs.

A Messaging ServerVoicemail. Auto attendant. Unified voicemail/ e-mail. Personal Number. Call recording. Easy-to-use graphical interfaces. IVR. Text-to-speech. Full synchronization with-Microsoft® Exchange.

A Contact CenterMultimedia call routing—voice, e-mail and Web chat. Queue management. Up to 75 multi-media agents, up to 150 telephony agents. Wallboards. Management by exception. Real-time tracking and analysis. Caller services via IVR with text-to-speech and access to 3rd party databases. Integration with Microsoft CRM.

A Data/Internet SolutionIntegrated dual-speed LAN ports for linking computers and high-speed access to the Internet. RIP-2 support. Integrated firewall. Remote access server. VPN support with IPSec and L2TP.

For Home/Small/Branch OfficesUse the Small Office Edition for small offices, branch offices and teleworkers. Link your offices on one phone system with centralized administra-tion and shared messaging.

A Conferencing SolutionHave your own private conference bridge with a maximum of 2 calls with up to 64 participants each, with the IP412. Reduce or eliminate fees for externally managed conference services. It’s secure, easy-to-use and very cost-effective.

W h y y o u s h o u l d s a y “ Y e s ” t o

A v a y a I P O f f i c e t o d a y

There are so many reasons why Avaya IP Office should be your next communications system. With a range of different-sized models to choose from, plenty of software applications and hundreds of features, it’s easy to custom-tailor a solution for your specific business goals—saving money, boosting productivity, improving customer service and more.

And you can add new capabilities and capacity to adapt IP Office as your business grows and changes. Here are just a few reasons to say “yes” today:

G e t y o u r b u s i n e s s r e a d y f o r t h e

“ c o n v e r g e d ” f u t u r e

Using Avaya IP Office as a “converged” system lets you consolidate all of your communications on one network connection and save money. You can take advantage of the ability to make calls over a managed Internet service, reducing your calling costs.

You can also reduce administration costs—IP phones can be added and moved more easily than traditional phones. If you have more than one location, you can network your communications and computer systems over a managed, IP-based infrastructure, saving money and streamlining operations.

G e t t h e c u s t o m e r s e r v i c e t h a t

w i l l c h a n g e y o u r b u s i n e s s

Your communications system is a critical part of your ability to build and maintain the strong relationships that will create customer loyalty and grow your business. Calls that go unanswered, or are not answered quickly or professionally, will cost you customers, sales and revenue. Through its sophisticated call handling capa-bilities—and optional applications such as Compact Business Center and Compact Contact Center—Avaya IP Office gives you the capabilities you need to offer quick, personalized service at any time of the day or night. Minimize hold times. Avoid bottlenecks during peak periods. Generate a “screen pop” of information about callers. Automate routine requests for support and information.

R e a s o n t o b e l i e v e

At the UK offices of his bourgeoning business

operations, Rod Stewart wanted a communica-

tions system in which every phone would tell a

story about the future of communications—and

he got it with Avaya IP Office.

Stewart’s business is kept in tune by a five-mem-

ber team that is constantly on the move—on tour

or roaming the grounds of his sprawling estate

which doubles as business headquarters.

With Avaya IP Office, voice and Internet lines

were merged into a single IP-based network

so staff members can make phone calls while

accessing e-mail and the Internet over a single

broadband connection. When they are out of the

office or on tour, Avaya IP Office makes it easy

to set up conference calls. And because staff-

ers are now automatically notified on their cell

phone of any voice messages—everyone can stay

footloose and fancy-free.

Whether you have an informal sales or service department, or a full-fledged contact center handling customer inquiries via the phone, e-mail or the Internet, IP Office is ready to meet your needs.

The integration of Microsoft Business Solutions CRM® into your IP Office and Compact Contact Center solu-tion helps you to better understand your customers’ needs and build more profitable customer relation-ships. Customer and historical sales information in Microsoft CRM can now be linked directly to incoming and outgoing calls to make an integrated view of cus-tomer data available to everyone in your business-so customers get the personal attention they demand, every time they call.

And, IP Office contact center solutions deliver the reporting and management capabilities (for historical and real-time data analysis) that allow you to carefully monitor and adjust your customer service resources.

S t r e a m l i n e t h e f l o w o f

i n f o r m a t i o n

One of the biggest challenges facing every business today is getting the right information to the right

people as quickly as possible, and managing and making use of it once it has arrived at its destination. Avaya IP Office will help you on both counts with…

• Easy access to voicemail and e-mail.

• Enhanced support for cell phone users and remote-workers.

• Industry-leading conference call capabilities—for up to 64 parties on a call—including Web-based scheduling and information sharing.

Linkages to Microsoft Exchange and company data-bases will leverage your significant investments in those resources, while automated updates to company directories keep the information flowing easily in today’s dynamic organizations.

Avaya IP Office delivers a full range of messaging and information capabilities, from simple voicemail-only capabilities to sophisticated implementations involv-ing the VoiceMail Pro application with automated attendants, call forwarding, call recording, confer-ence-bridges and much more.

3a higher plane

of communication

P l a y i n g f o r k e e p s

When sports fans want tickets, or season

ticket holders need service, the Boston Celtics

organization must be able to turn on a dime

and respond quickly and efficiently. To keep

their office game in shape, the Celtics rely on

the Avaya IP Office solution. Avaya IP Office

delivers all of the features the Celtics need in

a communication system, while allowing the

flexibility to use either standard digital phones

or IP-enabled ones.

In the Celtics’ 15-agent contact center, the

IP Office solution supports ticket sales and

customer service. Now calls from season

ticket holders can be routed to agents spe-

cially equipped to handle their requests. And

IP Office’s computer-based call tracking tool

makes call center management a slam dunk.

The extensive reporting makes it easier to route

calls appropriately, manage the call volume,

and staff the center.

M a i d e n v o y a g e

When the founders of Luxury Cruise Center, a

rapidly growing travel services company, were

preparing to launch their new venture, they

knew they wanted to begin operations quickly

and keep startup costs to a minimum. Avaya

IP Office helped them meet both objectives,

allowing the company to get up and run-

ning, and handle calls a full week ahead of

schedule. IP Office delivers full functionality

for the 20-agent contact center, including

real-time and historical contact data, incom-

ing call identification, wallboards, and IP and

CTI capability. Agent reports make it easy to

track agents’ strengths and weaknesses, and

implement priority routing. And managers like

the idea that they can keep tabs on operations

from anywhere, as long as an Internet connec-

tion is available.

Is Avaya IP-Of f ice

r ight for you?Selecting the right solution for your communications needs is one of the most

important decisions your company will ever make. If any of the following ques-

tions apply to you it means IP Office may be the right solution for your business.

Do you need a solution

designed for the

converged future?

Avaya IP Office was designed to help companies benefit from the cost-savings and

business advantages of Voice-over IP and voice/data convergence…and to do it

when it is right for them.

Do you need a solution that is an “applications plat-form”?

What sets Avaya IP Office apart from most communications solutions is its ability to

support a wide range of applications, from Avaya and other independent developers.

Like a PC, you can add new applications at any time.

Are you focused on

improving customer

service?

Avaya IP Office comes with a wide range of powerful call routing and customer

service capabilities right out of the box. And with the optional Compact Contact Center

package you can add capabilities that until now have only been available to much

larger companies: support for up to 150 agents (including 75 multimedia agents),

full management and reporting capabilities, and the ability to create a multimedia

contact center for voice, e-mail and Web chat.

Do you rely heavily on

conference calls?

A major advantage of Avaya IP Office is its built-in, private “conference bridge”

that’s available at a moment’s notice when you need to quickly share information

with a large number of people. Secure, easy to use and very cost-effective, it’s ideal

for team meetings, client conferences, training and more.

Do you have more than

one location?

Avaya IP Office is an ideal solution for branch offices because you can network

multiple IP Office systems. This means you can benefit from the “transparent”

operation of many features (transfers, Caller ID, messaging etc.). Get secure VPN

connections and proactive remote monitoring. Enhance information sharing and

collaboration, increase company-wide productivity and lower costs.

C o n n e c t i n g p e o p l e a n d l o c a t i o n s

Operating a network of offices or branch locations creates real challenges for sharing information and resources. Delivering consistently high levels of service across the organization requires a solution designed for multiple locations.

Avaya IP Office allows you to operate a network of branch offices as a single site, with access to services and features on the network from any location. You gain the efficiencies of universal functions and end-user familiarity—a uniform dial plan, centralized messaging, VoIP . . . and much more.

L o w e r y o u r c o s t s

The communications solution that’s right for your company is one that helps you achieve your business goals while also helping to control the growing cost of communication. Avaya IP Office is designed to deliver cost savings throughout your organization:

• Networking (router, firewall, LAN ports and VPN support) is built in, reducing or eliminating the additional outlay for those devices.

• Entry-level voicemail is built-in, eliminating the outlay for this essential business capability.

• Simple configuration and single point of management generate cost-savings during implementation and over the life of the system, reducing total cost of ownership.

• Built-in least-cost routing and optional Voice over IP open the door to substantial savings in call-ing-costs.

• The ability to route data and voice traffic over the same network reduces costs, particularly in new locations where no network investments have yet been made.

© 2004 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by ®, SM and TM are registered trademarks, service marks or trademarks respectively. All other trademarks are properties of their respective owners. FORTUNE 500 is a registered trademark of Time, Inc. Printed in the U.S.A. 04/04 • BP2127-01

About Avaya

Avaya enables businesses to achieve superior

results by designing, building and managing their

communications networks. Over one million

businesses worldwide, including more than 90

percent of the FORTUNE 500®, rely on Avaya

solutions and services to enhance value, improve

productivity and gain competitive advantage.

Focused on enterprises large to small, Avaya is a

world leader in secure and reliable IP telephony

systems, communications software applications

and full life-cycle services. Driving the convergence

of voice and data communications with business

applications – and distinguished by comprehensive

worldwide services – Avaya helps customers

leverage existing and new networks to unlock value

and enhance business performance.

reach

a higher planeof communication

ServicesIP Telephony Contact Centers Unified Communication

avaya.com

Avaya IP Office at a Glance

• Five Models: Small Office Edition, 401*, 403, 406,

412.

• Capacities: 2 to 360 extensions.

• Incoming Lines: Up to 96 digital (T1 PRI/BRI) /

120 digital (E1/PRI) and-192 analog.

• Phones: Traditional, IP, PC-based IP softphones

and wireless phones.

• Conference Bridge: Maximum of 64 parties on a

single conference call. Flexibility to set up

multiple, simultaneous conference calls. Maximum

of 2 conference calls with 64 parties.

• Local Area Network/Internet Access: Integral IP rout-

er, firewall, Internet access.

• Networking: VPN supporting L2TP and IPSec for

secure site-to-site communication

• Automatic Route Selection

• Call Accounting: Optional packages available.

• Computer Telephony Integration

• Contact Center: Up to 75 agents for voice, e-mail

and Web chat (via Compact Contact Center).

• Messaging: VoiceMail Lite and VoiceMail Pro

deliver a range of options including (on VoiceMail

Pro) unified access to voicemail and e-mail.

• System Administration: Microsoft Windows-based

PC-configuration tool; SNMP proactive remote

monitoring.

PRODUCT BRIEF

The Avaya Portfolio of Intelligent

DeskphonesIntelligent Access to Intelligent CommunicationsAvaya provides a range of deskphones at various price points meeting the needs of many

types of users, making it possible for companies to equip their workforce with deskphones

that look great, sound better, help enhance productivity and turn communications into a

competitive advantage.

Which one is right for you?

Looking for the next generation, most technologically

advanced, top of the line in communications

technology in the industry today? Look no further than

Avaya’s one-X Deskphone Edition, the 9600 series. Or

if you require only the most critical features in a value

priced package, be sure to check out the 1600 series,

the one-X Deskphone Value Edition. Finally, if you want

more of the time-tested, traditional IP phones your

company has had for years, the 4600 series could be

just what you’re looking for.

9600 Series

Brilliant audio quality, functionality and performance – a

line of innovative deskphones with features that can give

your business the competitive edge in communications.

• Superior audio quality.

• Context sensitive user interface, high resolution

graphical displays.

• Modular, flexible design with support for add-on

modules, adapters; customization through

alternate faceplates, background

display images, screen savers.

9610 – Streamlined interface and

oversized backlit display with support

for welcome menus and

directories for easy access to

information in Walkup scenarios.

9620 – Easy access to directory, speed

dial, and other common features for the

Everyday user.

9630/30G and 9640/40G

– Superior audio quality in both

the handset and speaker, along

with contextual navigation and

prompts provide 1-button

access to advanced features

such as extension-to-cellular for the Essential user. The

9630 includes a high resolution backlit monochrome

display, while the 9640 includes 1/4 VGA color. Both

phones are available in native Gigabit Ethernet models.

9650 – Additional integrated

buttons and an enhanced user

interface simplify the task of

handling multiple calls and

bridged call appearances for

the Navigator user.

NEW! 1600 Series

A new value priced line of deskphones designed to meet

basic communication needs in a low-cost package with

the quality and reliability you expect from Avaya.

• Backlit character displays in all models.

• 2-way speaker phones in all models.

• Familiar telephone user interface with fixed feature

keys and dual red-green LEDs for each administrable

feature button.

1603 – For Walkup and Everyday

users: Streamlined interface ideal

for use in a lobby or reception area.

3 administrable buttons allow for

basic support for an Everyday user

with minimal telephone needs.

A range of IP telephone models designed for a variety of uses and user types:

• Walkup. Customers, partners and other visitors to your office who require a simple, intuitive interface for phones in common areas.

• Everyday. Employees who use the phone as one of many com-munications tools and require only basic telephone capabilities.

• Essential. Power users who conduct almost all busi-ness by phone and require easy, guided access to the most power-ful applications including support for mobility.

• Navigator. Users who monitor mul-tiple call appear-ances (e.g., recep-tionist or executive assistants) and require easy “one touch” answering, transferring and bridging.

© 2007 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc., with the exception of FORTUNE 500 which is a registered trademark of Time Inc. All other trademarks are the property of their respective owners.05/07 • LB3471

1608 – All the critical features for an

Everyday user of a deskphone. Supports

8 administrable buttons as well as

productivity enhancing applications

such as Contacts and Call Log and an

infrastructure cost-reducing Ethernet

port for attaching a PC.

1616 – Includes 16 administrable

buttons as well as support for a

32-button expansion module for

Navigator users monitoring their

own line appearances plus those

of others. A slightly larger display for providing more

visible call information.

4600 Series

Avaya’s time-tested line of traditional IP deskphones.

• Integrated VPN client available for remote telephone

deployments.

• one-X Quick Edition support – Avaya’s peer to peer

solution for small business.

4601 – A basic 2-line Walkup phone.

4602SW+ – Small screen-based phone for basic

Everyday user.

4610SW – Medium sized mono-

chrome display, paperless button

labels, and full duplex speakerphone

for the Everyday user.

4621SW/4625SW – Larger backlit

display, paperless button labels, 24

programmable feature keys, web

browser, and full duplex speaker-

phone for the Essential user.

4622SW – Built specifically for the contact center

environment.

4690 – For conference and breakout rooms.

Learn More

With more than 100 years as a leader in communications,

Avaya can help your company maximize productivity with

the Intelligent Communications solutions specific to the

needs of your workforce.

To learn more about the Avaya portfolio of solutions,

contact your Avaya Client Executive, Avaya Authorized

BusinessPartner or visit avaya.com for white papers,

case studies and other information showcasing Avaya

solutions in action.

About Avaya

Avaya delivers Intelligent

Communications solutions that

help companies transform their

businesses to achieve market-

place advantage. More than

1 million businesses worldwide,

including more than 90 percent

of the FORTUNE 500®, use

Avaya solutions for IP Telephony,

Unified Communications, Contact

Centers and Communications

Enabled Business Processes.

Avaya Global Services provides

comprehensive service and

support for companies, small

to large. For more information

visit the Avaya Web site:

http://www.avaya.com.

avaya.com