Whats new in V2.1
Whats new in V2.1
Version 2.1 Trials are starting soon, if you are intrested in becoming involved you sould contact your local AVAYA Vendor/Reseller.
Hunt Group and User Merge:
It will be possible to merge all of the parameters under the Hunt Group and User Forms into
system operation without requiring a reboot.
Error-checked remote download of system software
Software will support the ability to perform an upgrade to the IP Office and Expansion module software, either locally or remotely. Software images are sent over a
reliable link via the Upgrade Wizard within the Manager application, and once the software
has been transferred to the remote system, the upgrade can be triggered.
Installation and Administration Wizard:
The number of steps in the existing Wizard has been reduced to streamline installation.
Dialogs will be linked to the actual hardware present on the system so minimizing data
collection. Other changes will make the wizard setup more flexible and intuitive, such as the
inclusion of Least Cost Route programming.
IP Office - Small Office Edition Wizard:
This Wizard is intended for the setup of the Small Office Edition and has data entry dialog
specific to the Small Office Edition feature set. This wizard is only for use on standalone sites
and should not be used if the Small Office Edition forms part of a multi-site network. If the
Small Office Edition does form part of a multi-site network the Installation and
Administration wizard should be used.
Moves, Adds and Changes Wizard:
This wizard will be used to make changes to the setup of Users and Hunt Groups only, and
can be used as a maintainer or end user tool where use of the more complex Manager
application is not appropriate This wizard reduces the risk of unintentional system changes
while offering an intuitive and simple interface.
2.0 Hardware Related Features
Removal of IP403 digital card restrictions
Both the A and B slots of the IP Office 403 will support any mix of analog trunks, Basic Rate
and single Primary Rate cards.
Third Party xDSL
Avaya will be introducing an IP Office DSL module with Release 2.1 that connects to ADSL
or G.SHDSL services, and is fully supported as part of the IP Office solution. This first
release of DSL connectivity will enable Internet access and multi-site LAN/WAN
connectivity for data. (Site-to-site VoIP and Public VoIP are not QoS enabled in this release -
QoS support will be added in the next release of IP Office).
Integral CSU support (applicable for North America)
IP Office 2.1 software will support an Integral T1 CSU. Through use of the system monitor
program it will be possible to place loop backs on a T1 circuit. This can be done whilst on site
or remotely. It will also be possible to apply an automatic loop back when the CSU
recognizes a D4 or ESF framed or unframed Line Loop back (LLB) pattern from the central
3810 Wireless Handset (applicable for North America)
IP Office 2.1 software will support the 3810 wireless handset. This handset comprises a LCD
display (2 lines x 16 characters), 4 programmable buttons with LEDs and 4 functional buttons
(Hold, Transfer, Conference, and Redial),
T1 Support for Small Office Edition (applicable for North America)
IP Office 2.1 software will extend the use of the T1 trunk interface card in Small Office
Edition to voice trunks. This offers an additional connectivity option for Small Office Edition
beyond the current limit of 4 analog trunks.
3.0 Compact Contact Center (CCC) V 5.0
One of the major new features of CCC V5 is the use of Crystal Reports as the preferred
reporting engine. The new reports will be published to an IIS server and will be accessed via a
web browser. In addition to the 70 existing pre-defined reports being converted into Crystal
Reports format, 3 new reports are available and 3 additional report templates will be provided
at no additional charge for the customer to customize to his specific business requirements.
Reports can be customized through Crystal Designer.
In addition to the new reports for Microsoft CRM the following reports will also be
added to the standard CCC reports:
1) Multi-Media Pilot Summary – This report shall support the reporting of multi-media
interactions for a designated pilot number.
2) Multi-Media Trunk Group Activity – This report shall provide information on the
multi-media traffic that is being consumed on the system
3) Incoming Calls by Target Group – This report is based on the current Incoming DDI
summary report but uses target information as opposed to DDI information as the
conditional criteria for the report.
As a further change to the standard reports offered the “DDI Summary (All Calls) Report”
will be deleted. Also the “DDI Summary Report” will have the fields named “Answer Time
(Answered)” and “Answer Time (Lost)” removed from the report.
Increased Agents and Supervisors Limits
CCC V5 will support an increased number of telephony agents from previous versions.
This will be increased from 75 agents to 150 agents, although the multi-media agent
limit remains at 75.
The number of supervisor positions (Call Center View, Wallboard Client, Report
Client) will be increased to 20. To allow 20 Report Clients to operate efficiently, the
system must be running SQL Server, not MSDE, as the database server
Selectable drive install
Currently CCC does not allow the installer to specify where the software should be installed,
by default it is installed into the C:\Progam Files\Avaya\IP Office\CCC directory. CCC V5
will allow the installer to specify where the software should be installed.
Refused Call Alarm
A new alarm is to be added that can be displayed in Call Center View and either a physical or
PC Wallboard which will provide an alarm for each instance that an agent refuses a call.
Minimum Lost Call Reporting
In order to better define the Grade of Service (GOS), the contact center supervisor will now
have the ability to define a minimum lost call threshold. All calls that are abandoned within
this lost call threshold would not be counted in the lost call statistics. Your customer will be
able to define what the minimum lost call time is on a per DN basis. The range that can be set
is to be between 1 and 30 seconds.
Using the same principle as stated above, the contact center supervisor will be able to set a
minimum lost call threshold for emails. The range that can be set is to be between 12 hours
and 5 days.
Wallboard information and alarm enhancements
Support for the AdvaTel Model TCD226C wallboard is added in CCC V5.
A new variable, which can be displayed on physical or PC Wallboards, indicates the
number of Agents Logged On.
PC Wallboard enhancements
The PC Wallboard application now has the ability to run in the enhanced agent mode
without the necessity for the associated agent being logged on.
Selective Alarm Messaging for Wallboards
In previous CCV operation, if a supervisor chooses more than one wallboard
destination for alarm messages, all of the alarms were sent to all defined wallboards.
With CCC V5, CCV has the ability to send each alarm message to a different physical
or PC wallboard if required.
Force Log In/out
The CCV has the capability from the ‘force agent’ state screen to force an agent to be logged
in or out.
Automatic Log In
The CCC application now has the ability, in instances where the server has been rebooted
unexpectedly or the switch has reset, to re-log in all agents that were on line prior to the
reboot/reset. There will a time limit on this feature, which will be set at 5 minutes. Server or
switch outages longer than this period will not retain the agent information for log in.
Applications running as Services
CCCv5 runs the Delta Server, Archiver and SMDR applications as services on the Windows
SMDR Output Options
The SMDR now allows the user to program a specific time whereby the contents of the entire
SMDR file can be dumped in ASCII format to a file (in .csv format) or an IP Address (port).
The SMDR also provides a “print on the fly” option to an IP Address, which outputs each
transaction as it is terminated on the IP Office system.
Your user can now specify that all SMDR records currently stored in the system are deleted at
a certain time or following a certain event, such as a “dump” session to an output device. The
SMDR now identifies a continuation call (transfer) detailing the new connected party and the
fact that the call is a continuation.
Other Key Features
Operating System Support
CCCv5 is now supported on the Microsoft Windows 2003 Server platform.
New Language support
CCCv5 supports Italian and Russian as new languages in all the interfaces and help files
Proactive List Dialling Activation
Previously the Proactive List Dialling licence activation has been provided as part of
the CCC Email RFA. With the introduction of CCCv5 this licence can now be
4.0 Compact Business Center (CBC) V2.1
IP Office Compact Business Center is an entry-level management tool for small
customer-facing departments, typically handling from 2 to 15 agents.
This release improves the general look and feel of the application and introduces
alerts that can be sent to the system maintainer when threshold alarms associated with
Key Performance Indicators have been exceeded.
There are a variety of new alarms that have been added to this new version of CBC
Lost Calls Alarm –an alarm when the lost call threshold has exceeded 10% of calls
Trunk Utilization Alarm – an alarm when the system trunk utilization (available
lines) has exceeded 75% of the total available voice trunks.
Calls Queued Alarm –an alarm when the number of calls in the queue is greater than
Available Agents Alarm – an alarm when the number of available agents is less than
10% of the currently logged in agents.
Key Performance Indicators
New Key Performance Indicators screen:
Current Alarm –This will display any alarm state and name that is currently occurring
within the system. In the case of multiple alarms the display will read “Multiple”.
Last Alarm –This will display the most recent alarm state that has occurred.
Longest Call Waiting - This will display the longest waiting currently active call and
will update in real time.
Trunk Utilization Graphs
A new “Trunk Utilization Graph.” has been added in this release. The graph has two display
modes: Daily (representing a 24 hour clock) and Weekly (representing the Days of the Week).
The graphs show Average Trunk Utilization and Peak Utilization by hour or day. The weekly
chart can also be configured to represent a 5 or 7-day week.
The new CBC provides a feature that automatically sends an email notification when Trunk
Utilization Alarms, Lost Call Alarms, Available Agent Alarms or Calls Queued Alarms have
been triggered. Once triggered, the CBC can be setup to send out a list of all of the alarms that
have occurred for the previous business day.
Additional New Features
New language support
CBC will support Italian and Russian as new languages.
Operating System support
The Microsoft Windows 2003 Server and Microsoft Windows CE client are now
supported by CBC v2.1.
New Look and Feel
The look and feel of the CBC will be updated to be consistent with the latest standards
for Avaya SMBS graphics and screen display and allows skins to be applied to the user
VoiceMail Pro V2.1
The Voicemail tab within a Users configuration settings in Manager will have a new check
box to indicate that the user is allowed to use email reading through the Text To Speech
Call Data Tagging
IP Office supports a TAPI mechanism to get and set a data tag associated with a call. This
useful mechanism has been extended to incorporate valuable features available in VoiceMail
Pro. VoiceMail Pro can now set the data tag associated with a call record with any single
system or user defined variable data.
VM Pro Fax Detection
VoiceMail Pro 2.0 provided fax detection from within callflows when routed through a Menu
action. This feature is now available when calls arrive at a users mailbox and can route these
calls to a personal fax device. When working in Intuity mode, a user has the option of
entering/deleting an alternative fax number, which will be used in preference to the default
For the Voicemail Pro developer, the ‘GetDTMF’ and ‘RecFile’ functions now present a beep
on calls to indicate the start of recording of DTMF entries.
5.5 VoiceMail Pro Networked Messaging
By linking messaging systems together a business can record messages at any location and
have them delivered to the appropriate messaging server automatically. Although messages
may be taken at any point in the virtual network message notification will still be provided as
if the message had been taken locally.
Any IP Office system supporting Networked Messaging can record and forward a message to
any configured mailbox on another IP Office system supporting Networked Messaging.
Furthermore, the Avaya Interchange or S3210 messaging servers will provide the ability to
have any appropriate messages forwarded onto other messaging systems that may be
connected to them.
6.0 Core Software
PIN restricted terminals
IP Office currently supports forced accounts codes, as enabled in the user’s telephony
settings. If enabled, a user has to enter an account code that is verified against a system
account code list before being able to make a call. The PIN restriction will operate in an
almost identical way - the exception is that this feature will be invoked via a feature code /
short code (with the flexibility that this affords). A forced account code tick box will be added
to the short code form.
On dialling a number, which matches a feature code / short code, the user will be prompted
(by a re-occurring beep) to enter an account code. Upon entering a valid account code, the call
will be placed. There will also be a system wide setting which will determine if account codes
are to be ‘hidden’. If this is enabled, the account code will appear as a series of asterisks on
the users handset and in PhoneManager. The outputs to other applications, such as CCC and
SMDR, will appear as account codes not as asterisks. Redial and call histories will not
remember the account code associated with the call, a user will be prompted to re-enter their
account code if redialling the number. It will not be possible to divert calls off switch when
this feature is activated.
Paging over IP Phones
IP Office 2.1 software will provide the ability to place a page call to the speaker of an IP set
in addition to digital sets that the system currently supports. This is a key feature for remote
workers on switchless sites
Fax over IP Transmission
IP Office already has the ability to send fax messages over a network that uses IP trunking to
another IP Office system. The local IP Office automatically detects fax tones in a call,
decodes these tones into the fax image data, and sends this data across the IP network to a
remote IP Office system. The remote system receives the image data and re-transmits the fax
as tones so that the fax can be received by the remote station (fax machine) as a fax call. With
this release of IP Office software, we are extending this capability for IP Office to interwork
fax with ACM gateways. IP Office uses methods similar to the T.38 standard to deliver this
fax relay feature.
Secure data transmission over public networks (VPN)
IP Office to IP Office VPN
VPN capability is integrated into the IP Office server delivering a single box
communications solution, with the ease of common management, and lower total cost
of ownership than a multi box solution. The VPN capability in Avaya IP Office gives
your customers a cost effective alternative to private leased line or Frame Relay (FR)
services for interconnecting their IP Office systems. It also allows your customers to
avoid the high costs associated with teleworkers and the mobile workforce using
ISDN or dial-up based Remote Access Servers (RAS). Instead they can leverage the
ubiquity and low cost of the public Internet, yet retain the security of private circuits.
IP Office supports IPSec and L2TP Compulsory/Voluntary technologies to deliver
VPN functionality. The implementation is such that IP Office concurrently performs
the functions of a NAT enabled gateway, as well as terminating and originating VPN
tunnels. This allows IP Office to be used for both Secure networking between branch
offices, as well as for NAT access to Internet services.
IP Office interoperates with the NetScreen-Remote VPN client. This client application
is used to initiate secure VPN tunnels from a personal computer to a secure gateway
and can be used, for example, to secure remote dial up connection over the Internet to
the company office. Once the remote client connection to IP Office is established, the
PC has secure access to company IT resources.
Third party interoperability
IP Office VPN can interoperate with select third party equipment such as Cisco
Routers and PIX access devices. We support IPSec inter-working between IP Office
and Cisco IOS? version 12.2 or later, using pre-shared mode only. The level of interworking
includes QoS for VoIP through TOS settings within IP packets for voice
streams routed through the secure tunnel.
IP Office Conferencing Center (formerly known as Power Conferencing)
Today IP403/IP406 Office can conference up to 64 parties at once or enable up to 21
three-party conferences, or three 21-party conferences or any other equivalent
combination. IP412 Office can conference up to 42 three-party conferences or 2 x 64-
party conferences, or any other equivalent combination. This capability is well suited
to large and/or regular briefings and is made particularly powerful with the easy to use
‘meet me’ (ad hoc) dial-in conference capability. This means customers no longer
have to rent expensive conference services from service providers: instead IP Office
can host the conference.
Note: Small offices /home offices can take advantage of cost-effective conferencing
through IP Office–Small Office Edition which supports 3-way audio conferences.
New features in this release to further enhance the capabilities of IP Office
Conferencing Center are as follows:
Web-based Conference booking and scheduling system with email
Web interface for the conference host to:
o view delegate status on line
o ask questions of the participants and enable them to ‘vote’
o ‘whisper’ to an individual participant
Web-based presentation of documents such as Microsoft PowerPoint and
Word with voting capability
Operator ability to set up an ad-hoc conference by pointing and clicking at
names on the BLF and by phoning external participants on SoftConsole