FAQ

-Communication Manager Seat License

-Communication Manager -Messaging License

-Session Manager License

-System Manager License

-Presence Server License

-Survivability Seat License

-One-X Communicator -Softphone/Desktop -Enhancement w/ Video Enablement Seat License

-Avaya Aura Flare for Windows Seat License

-Avaya Client Applications License for Lync Desktop Integration and Microsoft Client Integration

-Avaya Agile Communications Environment License for Lync Desktop Integration

Yes again! STL provides all support, including remote moves and changes. In the unlikely event of an outage, STL will even send our certified technicians to your office to troubleshoot and fix the problem.

The following software is added with every seat:

-One-X Mobile License w/ Avaya Client Enablement Server

-Extension to Cellular (EC500) License

-Avaya Flare for iPad License

-Aura Messaging Unified Messaging Seat License

-Session Border Controller Port License (3 to 1 ratio for purchased seats)

NO, NO, NO! All your traditional, expensive phone lines or T1s go away. Our Total Voice service utilizes the latest carrier services that are included in the monthly price – all you need is internet connectivity. Plus 500 minutes of long distance per user (pooled for your entire company) is included.

Twinning is a feature that allows your extension and a secondary number to operate as one telephone. When a call comes to your extension the secondary device will ring simultaneously.  This allows the user to be away from their desk and able to answer calls as if they were in the office (Find Me – Follow Me). Twinning is a feature that comes standard with Essential Edition or higher.

STL has invested in the best technology available from manufacturers like Avaya, HP, SonicWall and Nimble Storage, all residing in the most secure environment possible at the N+1 Tierpoint data center in St. Louis.

No. If you have existing software entitlements, you will continue to possess those entitlements after an upgrade. No features are lost from an upgrade.

Standard pricing includes multi button phone sets, voice mail to email integration, cellular smart phone integration, audio and video conference bridges and more. More advanced features like call accounting, call recording, call center features and more are all available for additional charges.

No. Avaya put in place an end of sale to releases previous to 6.3. This is for new systems only, and not for additions to existing systems.

Contracts are for 60 months with fixed pricing for the entire term. The only time your price goes up is when you add more users.

Yes. Avaya still supports adding additional licenses and features to systems that are Definity 9.5 and higher. Please keep in mind, though, that if you add licenses to an older system, if you choose to upgrade later, you will still need to pay to upgrade those licenses at that time.

While your office desk phones will not work if this happens, all calls can easily be rerouted to mobile apps, cell phones or even home phones if necessary because your core system resides in the cloud.

 No. Servers are not provided as part of the license purchase. Features that have a requirement to be implemented need to have server resources and tech time associated with them. Licensing is an entitlement to use those features, but may still require additional hardware in some cases. Many items are fully supported in a virtual server environment, reducing hardware costs.

Yes, STL will work with you to port your existing numbers to our Total Voice platform.

Avaya Enterprise Session Border Controller is offered as both a hardware appliance, and as a dedicated server. It is not offered as a virtual server at this time. Licensing is required to use the SBC. The entitlement that comes with Foundation Mobility licensing is provided in the following manner: For every 3 seats of Mobility that are purchased, 1 seat for the SBC is provided. A customer purchasing 100 Foundation Mobility seats would receive 33 ports for the SBC.

Our software is fully compatible with other Session Border Controllers. What should be kept in mind is that Avaya does not require separate licensing for both the session to the Aura Communication Manager and the session connecting the remote party or trunk. This means that in our above example, 33 ports licensed are for fully usage of up to 33 simultaneous connections.

Like with other pieces of software, additional licenses can be purchased for the SBC without purchasing more Mobility Foundation seats. This allows for customers that will be taking advantage of SIP trunking, and require a SBC to secure the connection.

No problem; STL will register your location information so calls are sent to your local Public Safety Answering Poing (PSAP) so First Responders (fire department, police and EMTs) can properly respond).

No. Upgrade cost is based on a per seat basis. While Standard Edition and Enterprise Edition customers are charged the same amount per seat to upgrade, Enterprise customers have the advantage of maintaining their entitlements for higher level UC features that are not included in the base Foundation Essential licensing.

The Modular Messaging platform is compatible with the current release of Aura Communication Manager. There are some features that make Aura Messaging more flexible to manage and deploy that are not available on Aura Messaging, so there may be some reasons to look at upgrading.

A question a customer should ask is if there are other features on the Foundation Mobility platform that are needed, and compare that cost to the cost of upgrading the licensing for the Modular Messaging. Customers may find the value additions in Foundation Mobility, and the costs associated with the bundling, make a better argument to replace the Modular Messaging as opposed to upgrading.

In many cases, a majority of hardware can be carried forward and reused. In some instances, there is hardware replacement required due to age and support.� Please consult with your sales rep for more information and design help in relation to this.

There are many different processors to support customer needs:

-S8300D, small processor that goes inside a G450 or G430 gateway. When paired with a G450, up to 450 users are supported. When paired with a G430, up to 150 users are supported. The S8300D also support Communication Manager Messaging installed on the same processor.

-DL360 Simplex, single server that supports up to 2400 users. Also supports an installation of Communication Manager Messaging

-DL360 Duplex, up to 36,000 endpoints. While this does not support an installation of Communication Manager Messaging, it does support Shadow Memory Duplication for survivability.

-Midsize Enterprise Server, based on a modified DL360. This supports up to 2000 users, and a large number of virtualized servers, including Communication Manager Messaging, Session Manager, System Manager, etc.

 There are several gateways supported today:

-G450 Media Gateway, currently sold

-G430 Media Gateway, currently sold

-G650 Media Gateway, currently sold

-G700 Media Gateway, end of sale, does not support a Local Survivable Processor

-G350 Media Gateway, end of sale

-G250 Media Gateway, end of sale

Some SCC and MCC cabinets if they had been previously modified to support Communication Manager. Older ones will always need to be replaced. It is recommended at this point to replace these carriers.

Avaya has maintained support for past, legacy endpoints, and continues to add support for newer telsets. Even with this, some sets may be feature limited. Please keep this in mind when upgrading an existing system

-Any Analog Endpoint.  Supported natively through analog station ports.

-Older 4 Wire (2 Pair) digital endpoints, including 74XX and 84XX sets. This is only true for older G650 and SCC/MCC gateways types due to supported card interfaces

-2 Wire (1 Pair) digital endpoints, such as 64XX, 24XX, 14XX, and the newest 94XX sets. The 54XX series manufactured for Avaya IP Office are not supported.

-H.323 IP Sets, including 46XX, 16XX, and 96XX and 96X1 sets.  The 56XX series manufactured for the Avaya IP Office are not supported

-Any SIP based endpoint through Session Manager. Some additional programming maybe required, but Session Manager observes the open SIP standard.

The Seat License provides support for an Analog, Digital, IP, or SIP device to be registered to the system. A seat License is required for every physical and virtual device.

Aura Communication Manager is appropriate for all Avaya physical media servers, and also may be virtualized on customer provided equipment.

Session Manager is supported by all Avaya communication platforms. It is avaliable as a virtualized server on the Midsize Enterprise Server, as a physical Avaya Server, and as a virtual server on customer provided hardware.

Communication Manager Messaging is avaliable on the S8300D Small System Platform, the DL360G7 Simplex Platform, and the Midsize Enterprise Server Platform.

The Seat License provides for one administered endpoint on the Session Manager Server. Session Manager is leveraged when SIP stations or trunks are required. It allows for features of the Aura Communication Manager to be delivered to SIP endpoints, and also provides a higher level of centralized call control and routing across disparate systems.

System Manager seats allow for centralized manager of users and endpoints. System Manager is a unified management platform for a majority of Avaya applications. Much like Session Manager, it is avaliable as virtualized server on the Midsize Enterprise Server, as a physical Avaya server, and as a virtual server on customer provided hardware.

Presence Server provides for a centralized point for unified presence services across Avaya and third party endpoints registered to the Avaya solution. It allows for integration to other platforms such as Microsoft Lync, IBM Sametime, and Goodle Talk to allow for cross platform messaging and presence. Much like Session Manager and System Manager, it is avaliable as virtualized server on the Midsize Enterprise Server, as a physical Avaya server, and a virtual server on customer provided hardware.

On previous releases of Aura Communication Manager, locations that were supported by a Local Survivable Processor had to have server and seat licenses that were sold at a lower cost than full seat licenses in order to operate in a survivable mode. Foundation Essential provides a license for every user to be able to operate in a temporary, survivable mode.

One-X Communicator is software that allows for desktop integration services for endpoints. It can also act as a full softphone, eliminating the need for physical device. One-X Communicator also provides an avenue for simple, in system video calling.

Avaya Aura Flare is an alternate desktop software to enhance the end user experience. This particular license allows for installation of Flare on a Windows PC. It includes presence features, drag and drop conferencing, and upcoming Video support. It is also compatible with the Scopia Video desktop environment.

ACA for Lync provides a native plugin for the Lync Desktop Application to allow for Avaya Presence services to be propagated to the Lync solution. It is supported on both Lync standard and enterprise CALs. It allows for call control to your Avaya Desktop Phone, including screen notification of callers, click to dial, conference, and other items. Lync Desktop Application must be installed at each desktop that wishes to take advantage of the feature.

ACA Microsoft Client Enablement allows for click to dial from Microsoft applications, including Internet Explorer, Word, Outlook, and Powerpoint. This is also done through a plugin that must be installed at each desktop that wishes to take advantage of the feature.

Avaya ACE provides for an alternate integration method to Lync clients through a server side backend integration, as opposed to the ACA for Lync. Depending on environment requirements, it may be better to pursue this method. ACE core licensing is also provided to allow for support of other application integrations and features. Please contact your Sales Representative for more information

VCM Channels are Voice Compression Modules, which enable use of IP phones on your IP Office system. It is used for VoIP calls, IP networking and SIP trunks. The actual number of channels provided is controlled by the VCM Channels licenses within your IP Office. IP Office, VMC’s come as 10 on the Combo Card, or as separate cards 32 and 64.

The IP Office Phone modules come in two versions, the Phone Module 16 or the Phone Module 30. These modules add more analog stations to the IP Office. Depending on what version and edition being used, the max number of modules to be able to use varies.

The IP Office Analog 16 Trunk Module is a module that provides 16 extra Loop or Ground Start analog trunks. The first two trunks on the module are automatically switched to power fail in case of power outage or interruption.

The Avaya D100 SIP DECT Wireless Phone is always a great choice. The Avaya D100 wireless telephone system utilizes digital wireless technology.

 Avaya D100 Base Station Features

• Can register up to 8 Avaya D160 handsets to single base station
• Powered by Power over Ethernet (PoE) switch or PoE injector
• Registers with IP500 V2 via SIP connection
• 100-350 ft. indoor range; 7000 ft. range

Avaya D160 Handset Features

• DECT 6.0
• 4 soft keys
• 8 additional programmable function keys
• Allows easy access to IP Office features
• 16 hour talk time; 7 days standby time
• 2 line x 24 character display

Compatibility and Requirements

• Compatible with IPO 8.1 Feature Pack 1 (8.1.63) or higher
• Requires IP500 VCM 32 or 64 and Essential Edition
• Each D160 handset requires an Avaya IP Endpoint License

Yes and the SMB 24 Botton Module Features are as follows:

24-Button Module

Two Backlight LCS Screens for buttons labels

Buttons labeled from system

Powered from 9620, 9630G, 9640, 9650, 9650C, 9670, (9611G with release 9.0) Telephones via the Module Interface

Max of 3 SBM24’s can be installed on a single phone

Avaya’s Radvision came out with the product XT Server that connects to your IP Office via trunk. The XT Server allows for up to 8 people to connect through PCs, mobile devices and tablets using the Scopia client. This is a cost-effective way to have video on the go, as well as utilizing all your existing desktop equipment.

Yes, Avaya IP Office offers two 64-party conference bridges. All that is required is voicemail Pro. This eliminates the need for expensive, hosted conferencing by combining Avaya IP Office’s 64-party conference bridge with Voicemail Pro’s conferencing features. It is possible to host your own dial-in conference any time you want for free. Callers can call a telephone number, enter a PIN and join themselves into your conference.

Essential Edition can only have one person use the emergency call back notification at one time, with 15 minute interval callbacks.  However, if you upgrade to Preferred Edition, then you can have unlimited emergency call back notification to all contacts, and continued calling until someone is reached.

There are several items included with IPOCC that make it much different than the standard ACD offering of IP Office:

• Desktop software for Agent access and control
• Integration with Voice, Email, and Web Chat (Fax and SMS Support in a future release)
• Contact Recording for all agents, separate from Voicemail Pro ports
• Skills Based Routing for faster call resolution
• IVR functionality with support for Third Party voice access from Nuance
• Outbound Dialing Campaigns

Veeam is the software that is used to provide the TBC service.

It is now a currently available product.  It became Generally Available March 2014

TBC can be purchased in 3 ways:

• • If a customer already has Veeam, STLCOM can assist with the remote recovery infrastructure
  • If a customer NEEDS Veeam licensing, STLCOM can sell the license along with the remote recovery infrastructure
  • If a customer wants a MANAGED SERVICE, STLCOM can provide the TBC service completely “turn-key” as a managed service

IPOCC is supported on a single IP500v2 chassis, and IP Office Server Edition.

TBC provides the ability for a customer to replicate their data and recover in a remote location, all for a fixed cost.

For IP Office to support IPOCC, it must be upgrade or installed at release 9.0.2 or higher.

• TBC includes all of the upload, download, VM and storage charges in a fixed monthly price
• TBC includes the ability to test the data recovery up to 4 times per year at no additional charge

There is only one instance of IPOCC allowed within an SCN.  While remote agents are supported, they must be endpoints off the IP500v2 that the IPOCC is associated with.  You cannot have multisite IPOCC servers today.

• All data sent to the remote data center is encrypted
• The data is held in a very secure, Tier 4 datacenter
• The datacenter is located in Dallas, geographically away from the St. Louis area

There is not a high availability option available today, but will be available in a future release.

IPOCC must be installed on a Windows 2008 R2 or Windows 2012 Server.  Optionally, it is available as an .OVA file for installation in VMware vSphere environment Release 5.0/5.1.

Only the Contact Recorder portion may be installed on the Voicemail Pro or the IP Office Server.  The IPOCC must be maintained on a separate server.  A second hard drive is recommended when installing Contact Recorder on the Voicemail Pro or IP Office Server.  A Raid environment is recommended for installation of IPOCC.  Co-Residency of IPOCC with any other application is not supported.

There is not a license migration path at this time from Compact Contact Center (CCC) or Customer Call Reporter (CCR).  A customer running IPOCC on an IP500v2 solution that upgrades to IP Office Server Edition can migrate licensing at no charge.

Yes.  For IPOCC to be installed, the IP Office must be covered by a current IP Office Software Support (IPOSS) contract.  There is separate IPOSS required for the IPOCC software itself.

Other products may access the IPOCC database through standard ODBC.  This currently must be done through custom programming, and is not supported by Avaya Professional Services.

The IP500v2 edition will support up to 30 active/logged-in agents, with 150 configured agents.  The IP Office Server Edition will support up to 100 active/logged in agents, with up to 500 configured agents.

There is a separate license for supervisors required, but there is not a limit on the number of supervisors.  Please keep in mind, though, that a supervisor counts as a logged-in agent for purposes of active agent support.  So, a IP500v2 with 20 logged-in agents and 5 logged-in supervisors will be using 25 of the supported 30 logins supported.

This has not been announced at this time.  In June 2014, there will be second call center product released called Avaya Contact Center Select, expected to be supported on the IP Office and Aura Communication Manager platforms.  This will support 30-250 agents, and may be a better fit for your call center.  Please contact your sales representative for more information.

There is not an upgrade path announced at this time.

No, there is a voice agent license and a multichannel license that includes voice.  There are also upgrade licenses available that will convert a voice agent to a multichannel and voice agent.

While IPOCC does not directly support Fax or SMS today, it is fully able to support faxes that have been converted to Email by a fax server.

Remote agents are supported through the IP Office Softphone, or an IP Phone registered to the primary IP Office location.  Their PC must be able to connect to the IPOCC server in order to have access to the IPOCC agent interface.

Agents must use the desktop interface in order to access the features of IPOCC

All agents, supervisors, and administrators use the same interface for IPOCC.  Different levels of users have access to different options on the interface.

No.  IPOCC is treated as a soft ACD server that connects to the IP Office through SIP.  Customers accessing the call center will be transferred from IP Office to IPOCC for the duration of their call.  This is what keeps ports of Voicemail Pro from being used to record all agents.

No.  All agents and supervisor licenses including recording enablement.  There is not a separate license.

Here are 4 items that apply to the definition of WorkSmart by Spectralink:

• Merging Ease of Use with a Purpose Built Design
• Simplify application and solution delivery
• Feature market-specific attributes
• Be easy to implement, integrate, and manage

Spectralink is able to combine the features of a mobile phone with work essential features such as quality, durability, and reliability.

By leveraging Android OS, they are able to leverage an interface that is instantly familiar to users, and is easy to learn.  They can use this to provide enterprise calling features, Android and XML based applications support, web access, and enforce enterprise level security and privacy, including mobile device management.

The 8741 and 8753.

The 8753 includes an integrated 1D/2D barcode reader.

Healthcare Blue, Midnight Black, and soon Healthcare White.

Additional features are done through option feature licensing.  This allows for users to buy the level of set they require for an application, and perform field upgrades to the device to add new features as required.

The following are currently planned:

• Push To Talk
• Bluetooth
• High-noise operation
• Real Time Location Services (RTLS)
• Spectralink SAFE (Alert and Man Down detection services)

Gang Chargers that support up to 4 devices at once, belt holsters, cases, lanyards

Pivot devices can be programmed individually through their screen interface, or can be used with the Spectralink Installation and Configuration Tool (SLIC).  SLIC allows for an installer to immediately register several handsets to a wireless network, with little to no training on setup and configuration.

The Spectralink Configuration Management Server (CMS) is available to provide server-based centralized management and provisioning.

Pivot devices can be updated and configured Over The Air (OTA) through the Configuration Management Server (CMS).  The CMS also allows for SIP and Feature configuration, enterprise-wide and group configuration, and bulk provisioning of devices.

The Pivot device can potentially support any application on the Android application store due to the usage of the Android environment on the device.  XML applications are also compatible with the solution.

Applications from the Android application store may or may not have been tested on the device.  Potentially, there can be issues with obtaining support on an application due to the issues with interoperation testing.

By being a SmartWork device, Spectralink has provided for the ability to support XML applications directly written for the Pivot device, and through management restrict access to application stores and the ability to install applications on devices.  Applications handled this way have been tested by Spectralink and their partners, and are supported by both.

Spectralink has both a Gold and Platinum level of service available for Pivot.

Gold is able to support:

• Remote Wi-Fi design and installation
• Online Training

Platinum is able to support:

• On-Site Wi-Fi design, installation, and training
• Guaranteed service

Spectralink has both a Gold and Platinum level of maintenance for Pivot.

Gold maintenance covers:

• Next Day Shipping
• Liquid Damage Protection
• Spare Kits
• Unlimited Tech Support

Platinum maintenance covers:

• Advanced Replacement
• Liquid Damage Protection
• Spare Kits
• Dedicated Elite Account Manager
• Onsite Product Specialist Engineer

No, there are certain specific access points that are certified by Spectralink under the VIEW program.  They are made by:

• Aruba
• Cisco

 

No, there are certain specific PBX and phone solutions that are certified by Spectralink under the CSI program.  They are made by:

• Avaya
• Cisco
• Microsoft
• SwitchVox
• Audiocodes

The AIMS program with Spectralink has tested and certified:

• Amcom Mobile Connect
• Extension Engage Mobile
• Rauland Borg
• Multiple others in various countries.

There are several issues that affect the ability of Network Managers to manage their network. They can typically be placed within these categories:

• Lack of end-to-end visibility of user network issues
• Too many disparate, non-integrated management tools
• Existing solutions are not designed with mobile users in minds

Aruba Airwave is a multi-vendor management solution that is able to produce real time and historical reporting information to system administrators. There are many included technologies to support per application management, individual device support, and RF monitoring.

This is a reference to Aruba Airwave, and the embrace of comprehensive Management of Mobile Virtual Enterprise (MOVE). This encompasses not only the management of Aruba infrastructure, but equipment provided by other manufacturers as well.

Aruba Airwave supports Role Based Access to support management of the solution.

Roles fall into the following categories:

• Help Desk: Monitoring and Visualization
• Desktop Support: Client Level Troubleshooting
• Network Engineering: Configuration, Management, and Diagnostics
• Security & Audit Group: Compliance and Security Management
• Executive Management: Reporting & Analysis

Some of the key features of Aruba Airwave are:

• Comprehensive Visibility
  • Entire access network: Wired and Wireless
  • Device discovery, classification, and diagnosis
  • Reporting & analysis
• Centralized Management
  • Configuration
  • Firmware management
  • Compliance across entire distributed organization
• Easy, intuitive interface
  • Role-based administrative access
  • Organize and manage by business / organizational unit

Some of the tools available for usage are:

• RF Performance: Client RF health, speed statistics
• Firewall: Application performance / usage by devices, destinations, WLANs, users / roles
• RF Capacity: Network-Wide AP threshold and usage statistics
• Anomaly Detection: Current client count and network usage statistics, historical
• Watched Clients: Speed and health statistics for VIPs / problem prone clients

Aruba Airwave provides for VisualRF Mapping & Location through a Centralized Visibility Dashboard.

The Centralized Visibility Dashboard features:

• Display of accurate location information for all wireless users, rogues, and devices
• Up-to-date heat maps and channel maps for RF diagnostics
• Historical user location playback
• Easy import of existing floor plans and building maps
• Visual RF Plan provides off-line planning capabilities
• Multi-floor & channel utilization

Click here to view the Visibility Dashboard.

Aruba has created dashboard views within the management tool that can be used for capacity planning. These include:

• Wi-FI / radio usage with wired information: Port usage and capacity reports
• Upgrade / Migration opportunities: AP & Folder level visibility
• Client Utilization Reports:See where / what is generating the most traffic
• Proactive Alerting: Set triggers to alert on capacity issues

Aruba Airwave supports Helpdesk Troubleshooting through usage of:

• Simplified Searching: By User / Device name, IP or MAC address
• Client Health Overlay: Assists with determining if the issue is with the client or RF environment
• RF Performance: Display of clients with low health, proactive monitoring of client / RF issues
• Watched Client / VIP perspective: Tracking of specific or troubled clients

Through the usage of built in reporting and triggers, Aruba Airwave is able to provide help to network administrators.

Some examples are:

• Device Down Triggers: What is down in the network? Is it a wired or wireless issue?
• RF Health Report: What RF issues are being experienced?
• Client Session Report: What is the average client session time?
• Client Inventory Report: What devices are connecting to my network?
• Device Uptime Report: How do I define uptime / SLAs for my network?

PCI Report: Can I demonstrate compliance with PCI?

Aruba Airwave provides assistance with RF Troubleshooting through the use of several tools:

• Detailed RF Information with RF health reports
  • Individual radio drill-downs and diagnostics
  • Identify and classify sources of RF interference
  • SSO (Single Sign On) with controllers for running real time commands & status updates.
• Performance Dashboard
  • Review client RF performance health, SNR (Signal to Noise Ratio), speed
  • Drill-downs for further analysis

Aruba Airwave is able to support Network Visibility through the follow concepts and tools:

• Security
  • Wired and Wireless issues, rogue AP and client containment
  • Network anomalies, deviations, or variations
  • Security event correlation
• Capacity
  • Client Count, devices, network usage, guest access, VPN traffic, etc
  • Top clients by total traffic
• Visualization
  • Client Device /application performance and health
  • AP Placements, heat maps, coverage areas
  • 500-day historical reporting

Aruba Networks is a leading manufacturer of Wireless Access Points (APs). They have developed several applications that are supported on their APs that contribute to improving a user’s overall WLAN experience. At the same time, they have developed multiple applications that improve a network administrator’s ability to support and manage the solution.

Aruba Networks focus is on Wireless Access Points (APs), but they also manufacture centralized controllers that support their line of APs, and software applications to assist users and administrators.

Aruba Networks APs are certified to run on multiple competitor based network switches, including Cisco, HP, and Avaya. They may also be installed alongside competitor APs. It would be recommended, though, that all APs eventually be converted to Aruba Networks APs in order to be able to take full advantage of the management and software offerings available.

All Aruba Networks APs have the ability to support MIMO.

MIMO allows for multiple antennas to be used by both the transmitter and the receiver in order to improve communication performance. Benefits from MIMO usage can include increased data throughput and link range without requiring additional bandwidth or transmit power. Both the AP and the device must support the technology to take advantage of it.

Aruba Networks Clientmatch allows for devices to more easily shift from one AP to another as required, maintaining the best available signal for the device. Traditionally, a device will connect to an AP and will not release from that AP as long as there is some amount of signal left. Clientmatch will automatically shift devices to a new AP in order to keep the most healthy, active connection available for the device.

AppRF allows for network administrators to control and throttle bandwidth usage for specific applications that are running on wireless network devices. This allows enforcement of polices on the edge of the network, and ensures that bandwidth can be allocated and reserved for business cloud applications, while still allowing other functions to take place.

Aruba Networks APs allow for:

• Selective guest access to network resources
• The ability to blacklist intruders, rogue APs, and applications
• Quarantine suspicious and infected devices
• Redirect new and misconfigured devices
• Other items beyond these.

Aruba Networks APs support multiple methods of management. These include Aruba Airwave, Aruba Central, and Aruba Instant.

Aruba Central allows for large, multisite companies to manage their APs through a cloud based, subscription service. This is ideal for supporting individual remote locations with a handful of APs.

Aruba Instant is a built in, virtual AP controller supported by multiple versions of Aruba APs. This allows for smaller companies that wish to take advantage of Aruba APs without requiring any dedicated support staff to manage them.

Aruba Networks APs support both the 802.11n and 802.11ac standards. They are backwards compatible with older standards, such as 802.11a/b/g.

The Aruba Networks AP-224 and AP-225 both natively support the 802.11ac standard.

Aruba Networks APs support a range of connections speeds:

• 300 Mbps: AP-92/AP-93, AP-104/AP-105, AP-134/AP-135, and the AP-175
• 450 Mbps: AP-134/AP-135
• 1.3Gbps: AP-224/AP-225

The AP-175 from Aruba Networks is suitable for outdoor deployment.

The AP-92/AP-93 are recommended, though some users may find the AP-104/AP-105 a more suitable choice when a larger number of clients are expected.

The AP-104/AP-105 is the recommended choice in these instances, but the AP-134/AP-135 may be used for larger coverage areas if required, or the AP-224/AP-225 if the move to 802.11ac is needed.

The AP-134/AP-135 is recommended for spaces such as these, but AP-224/AP-225 would be a good choice if the move to 802.11ac is also required.

The difference is internal antennas versus external antennas. At times, external antennas may be required to allow for signal shaping around walls or obstructions that may otherwise impede function. When listed, the lower number is an external antenna.

The different platforms vary in what is supported from a conference bridge standpoint:

• 500v2 Hardware: 128 Conference resources, with a maximum bridge size of 64 participants.
• R210 Server Edition: 128 Conference resources, with a maximum bridge size of 128 participants.
• DL360 Server Edition:256 Conference Resources, with a maximum bridge size of 256 participants.

All platforms have a reduction in the number of participants as more bridges are added.

Conference resources on the Avaya IP Office are used for multiple functions, including recording calls, general conferencing, service observing. So while there is a maximum size stated it should be understood that more often a lesser capacity will be all that is available.

Each platform is affected as follows when a third conference is added. From there:

• 500v2 Hardware: Maximum capacity is reduced to 42×3, meaning the largest supported conference will be 42 participants.
• R210 Server Edition: Maximum capacity is reduced to 42×3, meaning the largest supported conference will be 42 participants.
• DL360 Server Edition: Maximum capacity is reduced to 85×3, meaning the largest supported conference will be 85 participants.

Not at all. If there are no other resources being used, the largest bridge size will be available to the platform. In cases where Avaya IP Office is being used as a dedicated conference bridge, it is important to keep this scaling in mind.

No, this is not supported on the Avaya IP Office platform.

Not at this time, though in an upcoming release, it is possible that the size of the bridges will be expanded.

Avaya Communicator for Web is supported on Avaya IP Office 9.1.4 and higher on these platforms:

• Avaya IP Office Preferred Edition
• Avaya IP Office Server Edition
• Avaya IP Office Select Edition

Avaya Communicator for Web requires a dedicated license for each user taking advantage of the software. In addition, it requires one of the base licenses below to be enabled for the user to function properly:

• Mobile Worker
• Officer Worker (Deskphone-only Mode)
• Teleworker
• Power User

WebRTC must be installed and enabled, along with One-X Portal services. Features are used on both applications to leverage the functions of the software. In addition to those applications, a security certificate is required from an authorized authority in order to register correctly.

Optionally, additional ESNA iLink software is required in order to be integrated with Scopia Desktop for Avaya IP Office.

Internet Explorer 11 or later is supported, in addition to the latest versions of Google Chrome.

Currently, Avaya Communicator for Web supports the following integrations:

• Salesforce. Requires Salesforce Open CTI and Enterprise or Unlimited Edition licensing
• Google Apps
• Microsoft Office 365

Avaya Equinox now enables users to achieve the full benefits of a cloud-based, fully integrated team collaboration environment. Users can create and enter team rooms organized for different projects with members from both inside and outside of the organization, essentially breaking down the boundaries of a company’s communications infrastructure. This enhanced, Avaya Equinox Experience supports persistent messaging and team chat, file sharing and task assignment and ad hoc and scheduled meetings, with audio/video conferencing and screen sharing.

In its first release, the new team collaboration integration will be based on the existing Zang Spaces capability with accessibility from the Avaya Equinox Top of Mind home screen. Users will be able to distinguish between Equinox Conferencing meets and Spaces meetings and will also have a direct link into their Spaces dashboard to enter their team rooms from any mobile or desktop device.

As part of the Release 3.4 client upgrade, users will be invited to sign up for the Basic (free) level of team collaboration. If they wish to upgrade their account, they may do so at http://zang.io/products/spaces.

 

Yes, three levels are available. In summary:

• Basic provides space creation and management, room chat and instant messaging, file sharing (1 GB), audio conferencing for up to 5 participants with content sharing, and one to one video calling.
• Plus provides all Basic features and allows audio conferencing for up to 25 participants, video conferencing for up to 15 participants, unlimited file sharing, task management and enhanced support
• Business provides all Plus features and allows for audio conferencing for up to 60 participants, video conferencing for up to 25 participants and live (telephone) support

Yes, please see the table below.

 

The basic level is available free of charge, with no billing or upfront commitment. Plus is $5.00 per active user, per month when billed as part of an annual contract and $6,00 per active user, per month when billed monthly. Business is $25 per active user, per month when billed as part of an annual contract and $28.50 per active user, per month when billed monthly.

Competitive team collaboration solutions lack the simplicity and effectiveness of having a single app for complete enterprise wide unified communications and team collaboration. With the Avaya Equinox Experience users get access to the security and reliability they expect from enterprise-grade voice, video and messaging combined with the flexibility and ease of deployment of cloud-based team collaboration solution.

Google Chrome or Mozilla Firefox

On the far right side of a user’s dashboard, there is an “APPS & EXTENSION” section where all of the following can be found:

• Spaces Mobile Application
• Spaces Chrome Extension
• Agenda Chrome Extension
• Spaces Outlook add-on

Yes, all previously supported operating systems continue forward with the integration of team collaboration.

Yes, you can upload and share files within each team room. Basic users receive 1 GB of storage space while Plus and Business users have unlimited space.

You can invite anyone (via their email address) to your meeting without requiring them to create an account.

Instant messaging is used for one on one text conversations with another team member. Chat is used for conversations with are visible to the entire team. Both messaging types include the capability to append virtually any kind of file to the stream: audio or video recordings, diagrams or pictures, etc.

A team member simply accesses the Tasks tab and then the Create a Task bar. A pop up window allows entry of a task name, description, due date and assigned to (a pull down list of team members) with the option to add an attachment if desired. A notification is provided to the person responsible for the task who can also indicate when the task is complete.

Yes. As a cloud solution, a user can access this capability from within Avaya Equinox on any Windows, Mac, iOS or Android device with a network connection.

Admin: An admin has the same type of access to a team collaboration room as the person that initially created it. This means that on top of being able to chat (via text, voice or video), they can also share files, create/assign tasks and, most importantly, modify the permissions of other participants.

Member: A member has the exact same permissions as an admin (detailed above), but with one important difference – they don’t have the ability to modify the permissions of other participants. This means that they cannot invite new members, change their permissions or remove other participants from the space.

Guest: A guest is able to chat via text, voice or video, but not able to share files via the ‘Posts’ tab, create/assign tasks or modify the permissions of other participants.

There is no limit on the number of people that can be in a room, but there is a limit on the number of people that can simultaneously be on a voice or video call.

Simply click on the team members name from the left navigation bar. A window will pop up allowing you to start a messaging sessions with that individual. Previous messages will also be shown.

Once you enter into your room, the “CHAT” tab at the top of the page automatically starts a group chat with all of the members of your Space. Send your message when you’re ready and all the members in our Space will be able to see it.

Simply click on the Start an Audio/Video call button on the upper right of the room dashboard.

The admin can upgrade licenses from the Administrator Portal and purchase more licenses through the Zang Store.

You will be billed based on your monthly cycle of when you sign up.

Test

Effective January 7, 2013 Avaya will no longer sell (make commercially available) the software media, licenses, and hardware for Communication Manager (CM) 5.2.1, Mid-Size Template (MBT) 5.2.1, SIP Enablement Services (SES) 5.2.1,Call Center (CC) 5.2.1, Application Enablement Services 5.2.3, and the suite of Integrated Management 5.2.1 applications. This includes all quotations or orders for new systems or upgrades.

Avaya IP Office 8.0 delivers a new feature-rich mobility app for Android devices to bring the desktop to users anywhere, a ‘serverless’ UC module for easy and affordable mobility deployment, and new plug-ins for Microsoft Outlook and Salesforce.com to extend the communications experience to popular business applications.

Avaya IP Office is a highly cost-effective solution that serves small, midsize and branch markets. The single, modular solution builds in comprehensive customer value benefits for productivity, resiliency and flexibility. And for customers moving from Merlin, PARTNER, Norstar, Integral or BCM, Avaya has a unique way to bridge technology and deliver up to 60% savings.

STL Communications is one of AVAYA’s leading partners in the mid-west and is rated “best-in-class” and “world-class” for installation, certifications, and break-fix through AVAYA audits. We can certainly provide AVAYA maintenance and support services.

STL Communications has the knowhow, dedication, and attention to detail for solving business problems, developing strategies and collaboration improvement ideas to help our customers drive costs out of their business.

We believe that technology benefits business only when it:

• Increases employee productivity and information transport resulting in an increase in customer satisfaction
• Save costs with combined information sources and endpoints
• Speeds up information access allowing for faster decision making decreasing human latency using event triggers

At STL Communications we apply technology to solve business problems

• Our people make the difference
• We have a culture of putting the customer first
• Our intellectual capital and experience drive innovative solutions
• Our customers tell us that our service response and break fix is exceptional
• We are certified best-in-class for problem resolution and technical certifications
• We employ a full staff of Avaya certified engineers for design, installation, and service

We are the clear choice for all of your communications and collaboration needs.

Are you kidding, this is a core competency for STL Communications.! Some proof points include:

• Over 100 satisfied healthcare customers
• Gold sponsor and member of the National Rural Hospital Association (NRHA)
• Member of the American College of Healthcare Executives (ACHE)
• Sponsor and advisor to numerous state hospital associations including: Illinois, Missouri, Arkansas, Kansas, and Indiana
• We understand the continuum of care and how to drive out costs with efficient and innovative�communication solutions
• We provide a full offering of tools from wireless communication devices, nurse call solutions and emergency response solutions.

You can put your trust in STL Communications when it comes to all of your healthcare communication needs. We know how to equip healthcare with the tools to drive patient satisfaction and reduce costs within the continuum of care.

As a matter of fact, click on this link and it will take you to an Excel spreadsheet, plug in the number of residents, what they pay for phone and internet access, and this sheet will do the rest. You can turn your facility into a profit center. Call us we will show you how. https://stlcom.com/pics/db/document_library/24_AssistedLivingScenario04.xlsx

Avaya one-X Mobile SIP for iOS 1.0.2 is being released to the iTunes App Store. This new release extends enterprise telephony capabilities to an iPod Touch, iPhone or iPad, and allows customers to use their enterprise Avaya Aura telephony services. New capabilities include bridged line appearances, VPN support, and support for iOS 5, among others. Once version 1.0.2 is available on iTunes, users will have the option to download the new client. The new client will not work without customers having a license file in place and posted on a webserver that all clients can reach, and users must update the settings on their 1.0.2 client to point the “Configuration” setting to the URL address of the .plist license file. To get a license file, customers or partners must have previously purchased the necessary quantity of client licenses for Avaya one-X Mobile SIP for iOS.

Avaya Call Management System (CMS) Release 16.3 – Generally Available as of 28 November – includes the highly anticipated web-based reporting. Browser-based CMS Supervisor Web reporting provides an alternative to the desktop client, helping companies reduce the costs associated with downloading and maintaining thick clients on contact center supervisor. Look for updates on Avaya.com.

Avaya IP Office R8 has a Microsoft Outlook Plug-in allowing for a tight integration between your telephone calls and your email client. Take a look at this link for further information. https://stlcom.com/pics/db/document_library/33_avaya_ipoffice_desktop_flyer.pdf

We have one afternoon session scheduled for April 25^th, 2012 @ 2:00 PM to 4:30 PM. If there is enough interest, we may add a morning session for the same day. RSVP is required by April 20^th.�To reserve your spot please call Mary DeBrecht at (314)-205-7116 or email maryd@stlcom.com

Avaya Flare handles your calls, instant messages, presence, contacts and launches e-mail, all from your iPad. It is available from the App Store – simply download and get started. Ask us about the Avaya Flare Promotion. Click on the following link to learn more. https://stlcom.com/document-library/16/avaya-flare-for-ipad

SIP or Session Initiation Protocol is a set of internet standards that enable voice, video and multimedia communications to operate over TCP/IP protocols. The core SIP standard was ratified in June of 2002 and thus has benefited from years of technical contribution from nearly every communications equipment supplier and service provider during its development as an internet standard. SIP enjoys wide acceptance and deployment both within service provider and enterprise networks. Click on the link to learn more. https://stlcom.com/pics/db/document_library/38_AuraScalabilityReliabilityfinalSIPUC4749.pdf or this link for a detailed technical discussion around scalability and reliability. https://stlcom.com/pics/db/document_library/39_AuraScalabilityTechGuideSIPUC4750.pdf

The Avaya 96XX telephone family provides IP telephony supporting both the h.323 and SIP protocols on the Avaya IP Office and the Avaya Aura Communication Manager. The models supported are:

• 9608 – 24 programmable buttons, headset, speaker phone, button module support
• 9620L – 24 programmable buttons, headset, speaker phone, button module support
• 9620C – 24 programmable buttons, color screen, headset, speakerphone
• 9621G – 24 programmable buttons, color screen, touch screen, gigabit, headset, speaker phone
• 9630G – 24 programmable buttons, gigabit, headset, speakerphone, button module support
• 9640 – 24 programmable buttons, color screen, headset, speaker phone, button module support
• 9640G – 24 programmable buttons, color screen, gigabit, headset, speaker phone, button module support
• 9641G – 24 programmable buttons, color screen, touch screen, gigabit, headset, speaker phone, button module support
• 9650 – 24 programmable buttons, headset, speaker phone, button module support
• 9650C – 24 programmable buttons, color screen, headset, speaker phone, button module support

The Avaya IP Office can accomodate analog, digital, and IP phones. These include:

• 9500 Series Digital Deskphones
• 9600 Series IP Deskphones
• 1400 Series Digital Deskphones
• 1600 Series IP Deskphones
• 5400/2400 Series Digital DeskPhones
• 5600/2600 Series IP Deskphones
• 1100/1200 Norstar IP Telephones (using SIP protocol)

As real-time communications continue evolving to IP telephony, the data network begins to facilitate communications-enabled business services, while transporting other critical business applications. Avaya delivers some of the most advanced technologies available, enabling enterprises to build dependable networks with a significant return on investment. Click on the link to learn more. https://stlcom.com/blog/?p=96

STL Communications, Inc. is an Avaya Services Expert and SME Expert. Our medal status is Gold. The three medal status levels are Silver, Gold, and Platinum. The medal indication is based on the volume of systems purchased from Avaya. STL Communications’ recent certification as an Avaya “Services Expert” puts us in the top 2% of all Avaya partners in the US. Take a look at the press release to read more.

Business Advocate offers contact center managers and customer service executives a new methodology for intelligently automating alignment of enterprise objectives with agent and management performance as well as customer needs.

Product Details
Business Advocate helps businesses deliver a superior customer experience through predictive monitoring and matching technology, that intelligently assesses customer needs and then executes a real-time match to the right agent in the right time.

Using sophisticated routing techniques created in Avaya Labs, Business Advocate eliminates the randomness and delays associated with matching of voice, email, and web chat requests. Business Advocate manages all voice, email, and web chat interactions via a single universal queue from which the preestablished business objectives, customer needs, as well as agent skills and availability are utilized to optimize selection of the most qualified agent to optimize the customer service experience.

Business Advocate actively monitors customer needs and business value, customer segmentation policies and service level objectives, as it analyzes the qualifications and availability of agents to predicts how soon they will become available. By managing all agent resources via a single enterprise wide pool, Advocate then decides which agents should be matched to which customer. This does not necessarily mean connecting the customer who has waited longest, but the customer whose immediate service may bring the greatest value to the business.

Take a look at this llink for a detailed brochure on Avaya’s Business Advocate solution https://stlcom.com/document-library/17/contact-center

Avaya has a wide choice of desktop telephones, supporting both digital and IP interfaces, Avaya IP Office has always the right phone for a user. When selecting the right phone, always keep these points in mind:

1. Decide on line of phone: Cost efficient value line, key centric with paper labels? Or easy to maintain self labeling telephones where a lower TCO, installation, and upgrading costs are a concern.
2. Decide on Interface: Forward looking IP telephones for a voice ready IP network? Or more traditional digital telephones, e.g. twisted pair cabling? Avaya gives the choice, while maintaining a consistent user interface and consistent functionality across both lines.
3. Decide on User Profile: What role does the user have? Is he an everyday user, needing a standard phone workhorse? Or does he – e.g. as a manager – have to handle many calls? and decide which phone fits the needs for your users.

Go to https://stlcom.com/document-library/4/avaya-ip-office and check out all our documentation on Avaya deskphones.

Avaya announced it has signed a merger agreement to acquire RADVISION. Through this acquisition, Avaya will provide its enterprise customers of every size a highly integrated and interoperable suite of cost-effective, low-bandwidth, high-definition video collaboration products, with the ability to plug and play nearly every mobile device available, including Apple iPad and Google Android™ devices.

This acquisition further evolves Avaya’s video portfolio with business collaboration solutions, and strengthens Avaya’s commitment to enabling The Power of We™.

This is an important milestone for both customers and for the collaboration market; with this combination, we believe Avaya will be the only vendor to offer an easy-to-use, fully integrated voice and video solution for anytime, anywhere collaboration available in open, standards-based environments (H323 and SIP). It is a great example of Avaya’s commitment to enable faster collaboration, smarter decisions and better business results, and help our customers better meet the demands of today’s workforce.

Upon closing, Avaya would acquire RADVISION’s entire line of videoconferencing products, video communications management, bridging technologies and its extensive expertise in serving both enterprises and service providers. The integrated RADVISION portfolio complements the Avaya video offering available today and is comprised of standards-based applications, infrastructure and endpoints for ad-hoc and scheduled videoconferencing from multiple devices. It provides highly flexible collaboration environments that are designed to grow with the needs of the business, and to help reduce the total cost of ownership.

We are excited about the opportunity this represents for Avaya, and for you as our customer. Until the transaction closes, both companies will continue to operate independently. The transaction is expected to close within the next 90 days.

When this acquisition closes, we will be powerfully positioned to bring your business true collaboration via video, helping you to work more efficiently.

Avaya fully intends to continue its support for all current Avaya video installations after the closing event. We will be creating and rolling out an integrated roadmap as soon as the appropriate closing activities are conducted. In the meantime, I am happy to work with you to identify potential opportunities that this merger, once closed, can offer your business.

Converting voice mail to text has always been an expensive proposition. This is not the case anymore. Mutare’s giSTT can have all of your voice mail messages converted to text for an annual fee. Take a look at the attached to find out more or call your STL Communications Account Manager for more details. https://stlcom.com/pics/db/document_library/55_giSTT_Hosted_Generic.pdf

Yes, AvayaLive Connect will target small businesses and will be introduced later in 2012. The solution will be capable of simple telephony features, and will include mobility, messaging, presence, and video conferencing. Avaya is giving very small businesses an IP-based alternative to a key system through its offer of a cloud-based service.

The iPhone app for the Avaya one-X Mobile Preferred Application is available from the iTunes App Store on April 8th. The Avaya app puts a load of connectivity and collaboration tools on your smartphone:

Contacts—See all your office contacts color-coded for their availability. Just tap to call or IM.

Messaging—See all your voice messages and IM’s. Prioritize and respond.

Conference Calls—Setting up a conference call on a mobile has never been easier. Tap a contact and pull them into a call. Mute, drop, and bring new people in as needed.

Geopresence—Instantly see where someone is on a map (ideal for tracking sales or service reps) and track their progress in getting to where they need to be. Call your STL Communications Sales Representative for details.

The industry is adopting and embracing this technology because of its improved performance over the a,b,g standard. 802.11n delivers the attributes necessary to address the explosion of users, the proliferation of various client devices, the convergence of voice, data and video on the WLAN, and the increase in mission-critical applications over the wireless network.

The convenience of mobility and the availability of robust wireless security, has led organizations to use their wireless networks for more than just email and Internet access. Hospitals use their wireless networks to access patient records and send radiology images. Universities use WLANs to administer tests, and manufacturing facilities use them to track inventory. The wireless network is now considered just as mission-critical as the wired network, therefore, reliability and predictability are paramount.

The Bottom Line….

• The business network must adapt to the explosion of wireless devices from users who bring their own device (BYOD) to work.
• The wireless network must be robust, adaptable, and secure.
• CIO’s are seeing that the deployment over the wireless network pay business dividend as the cost benefits are compelling.
• The next generation WLAN must be engineered to handle real-time multimedia applications over a reliable and predictable infrastructure.

With its improved performance 802.11n when compared to the a,b,g standard, it’s not suprising that the industry is adopting and embracing this technology.

IP Office Preferred Edition delivers intelligent communications capabilities that enable staff to collaborate easily and respond quickly to customers and colleagues enabling a competitive edge. Download PDF file to find out more. https://stlcom.com/pics/db/document_library/56_ipofficepreferred_lb4317.pdf

The IP Office Plug-In for Microsoft Outlook brings a subset of the one-x portal functionality to Outlook, allowing you to click to call or conference contacts directly within the application. It is included with the Power User, Office Worker, and Teleworker user solutions.

What are the disadvantages of SIP?

1) Potential decrease in call quality when bandwidth is saturated

2) May have problems connecting disparate phone systems

3) Newer technology (not tried and true like T1/PRI)

4) Lack of features for endpoints

5) Vulnerable to eavesdropping

6) Vulnerable to registration and hijacking (steal the number)

7) Traditional firewalls don’t protect

8) Toll fraud

9) Audio injection (hacker adds noise)

10) Not available everywhere like a T1/PRI

11) SPIT – Spam over internet telephony

12) Can expose to unacceptable content or offensive language

13) Hackers can make calls for you

STL Communications, Inc. provides business with (communication and collaboration solutions) voice, data, video, and network integration products and services. We also offer consultation, installation, and support to help companies communicate better. As an Expert Services Partner of Avaya, STL Communications, Inc. is in the top 2% of Avaya Business Partners in the United States.

Advantages of SIP

1. Cost effective: can purchase in increments of 1 vs. PRI/24
2. Opportunity to extend real-time communications beyond LAN
3. Specific QOS measures to ensure better voice quality
4. Immediate PSTN connecting redirect
5. Is as reliable as traditional PSTN circuits
6. Make calls nationally/globally at a static rate
7. Redundancy with multiple service providers and links
8. Connect unlike telephone systems to a multi-site business
9. Less expensive with native connections to telephone system as no gateways or line cards are needed
10. Optimize your data pipe to accommodate voice and data from the PTSN
11. Add trunk capacity quickly vs. PRI which can take up to 30-90 days for provisioning

Avaya Differentiators

• Single Server, reliable, full survivability
• Superior collaboration capabilities, tightly integrated solution
• Native SIP trunk and end points
• Protects existing customer investments
• Wide choice of mobility solutions
• Market leading contact center solutions
• Energy efficient IP phones uses 1/3 of the power
• Less expensive to install and maintain
• 128 Conference bridge
• Provides a browser-based UI enabling platform-independent client across Microsoft Windows, Linux, and Apple OS X
• Part of a full-family LAN/WAN infrastructure products offered by Avaya

Top Reasons Why Avaya Networking is Valuable

• Avaya is the only company to ship both 80 million voice lines and 80 million data ports
• Avaya has the second largest installed base in the industry at 2.7 million ports
• Avaya delivers the most advance lines of newly refreshed stackable switches in the industry – 22 million ports sold
• Avayadata networking is up to 7 times more resilient
• Networks can have up to 20 times better performance with Avaya
• TCO with Avaya is 50% less than competitors
• 40% more energy efficient
• Avaya pioneered best practices design requiring 1/3 less equipment needed

Ethernet switching is a range of integrated routers, gateways, and appliances that allow enterprises to reliably and securely connect to their ISP,branch sites, core, and user distribution points providing data and voice communications for end users and customers.

The Advantages to Using Video Conferencing are Many; Here are the Top 10

1. Record meetings for sharing, future viewing or archiving
2. Have all parties present speeds up the decision making process
3. Allow management to quickly communicate with employees in multiple locations on short notice
4. Ability to participate in or facilitate meetings without the cost or hassle associated with travel
5. Capable of being in two places at the same time
6. Alternative to conducting face to face interviews when applicant is from out of town
7. Provides economical ways to train employees without the struggle of always traveling to corporate locations
8. Creates a professional, structured medium that keeps meetings and presentations focused
9. Ability to invite clients from across the globe to partake in industry related instructional seminars
10. Ability to speak at industry related conferences from the comfort of your own office

IP Office Server Edition allows IP Office software to run on a Linux based PC server.

The Avaya IP Office Server Edition can support up to 1,000 users in total. This includes any combination up to 1,000 of IP, Digital, and Analog across 32 locations with a mix of Linux servers and the Avaya IP Office 500v2.

The Avaya IP Office can be configured with a primary and secondary, as well as an expansion system Linux based servers. The HP DL360 Primary server is a Dual-Quad core Intel Xeon processor, dual hot pluggable power supplies, hot pluggable hard disks (RAID). This represents five nines of reliability which is the top measurement within the industry.

The answer is yes you can! The IP Office V2, as well as the IP Office Server Edition support the following Nortel phones:

• 1100 Series: 1120E and 1140E plus Key Expansion Modules – Running in SIP Mode
• 1200 Series: 1220 and 1230 plus both Key Expansion Modules – Running in SIP Mode
• T7 Sereies: T7000, T7100, T7208, T7316;T7316e, T24 KIM
• M7 Series: M7000, M7100, M7208, M7310, M7324
• CAP (48 Button) – Central Answering Position
• T7406, T7406E BXT Cordless Telephones

Yes, up to 250 SIP trunks on the Avaya IP Office Server Edition and up to 125 SIP trunks on the Avaya IP Office V2.

A- A Softphone is a computer application allowing a user to make telephone calls directly from their computer.� Softphone usually mimics the appearance of a real handset and can take form of a standalone program or an enabled program in a web application or PC program. Conversations are conducted on a handset with built in mic and computer speakers, or a USB phone.

A-On your phone go to “Visual Voicemail” then to “Listen,” then click and highlight the message you are going to send. After that, press the “More” option and click the “Copy” function and then the “Send To” button and enter the extension(s) number you would like the message to be delivered to click “Add” and then “Send”.

Some Plantronics Headsets have a switch for Wide Band Mode. Wide Band Mode is used to improve QOS on phones that currently do not have appropriate or low QOS. If you have “Quality of Service” this mode is unnecessary and also utilizes a lot of the battery charge. Turn this switch off; it is the switch closest to the jack on the left side. This should help with the headset to be able to hold its charge for longer time frame.

The Avaya IP Office Essential Edition License enables mobile twinning, and the one-x Mobile Essantial client. Essential Edition provides the capability to add two remote workers, providing connectivity to the IP Office system without the need for a VPN concentrator.

The Power User License enables a user to use one-x portal for IP Office, Phone Manager Pro, Phone Manager PC softphone, all mobility features, Unified Messaging Service (UMS) and VPN phone capability.

 

 

Interactive Voice Response (IVR) is a technology that allows a compuer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR allows customers to service their own inquiries by following the instructions. IVR systems can be used to control almost any function where the interface can be broken down into a series of menu choices. In telecommunications applications, such as customer support lines, IVR systems scale well.

The Avaya IP Office supports both Manual recording through a button press, and Automatic recording. For recordings to be an inherent feature of Avaya IP Office, the customer must have Preferred Edition licensing, and an active Voicemail Pro. Inherent recording uses Voicemail Pro ports to perform recording duties.

All recordings made using the inherent capability of the Avaya IP Office are delivered to a preconfigured voice mailbox location for playback and forwarding.� The system administrator can make a determination on where recordings are delivered.

�Automatic Recordings can be set to take place on a percentage of calls, be performed on all calls if a Voicemail Pro port is available, or Mandatory, which requires a Voicemail Pro port be available for all inbound and outbound calls for a location.

Customers can purchase software that will configure a Voice Recording Library, a location where all recordings can be delivered and sorted based on various options and requirements. Typically, this will provide a web based console to allow for organization and searching of recordings, and different levels of access to the recordings. A couple of options that we use regularly are Avaya Contactstore, and Xima Chronicall w/ Recording Module.

There is other 3^rd Party software that is available that allows for recordings to be handled in methods outside of the ports of the Avaya IP Office. Please contact your sales representative for a full briefing of options.

Storage space is a primary concern. Uncompressed recordings take up approximately 1MB per minute of recording. An additional concern is the number of available ports for recording on the Voicemail Pro. Part of this can be alleviated by reserving ports for specific features on the system, and the addition of more ports through licensing. Please make your sales representative aware of these concerns if you choose to move forward with call recording.

An additional item that customers must be aware about is the laws and regulations in your state when it comes to notification of calls being recorded. Some states only require single party notification, where as long as your internal employees are aware that calls may be recorded, then it is fully legal to record outside calls without disclosure. Other states require two party notification. This requires that both parties on the call receive notification that the call is being recorded. This is typically handled through an announcement played for the incoming call notifying them that their call may be recorded, and additional notification to employees.

Previously, customers were divided between having a system licensed as a Standard Edition system and an Enterprise Edition system. Enterprise Edition systems had various pieces of end user software that were bundled with the licensing, but Standard Edition required all software be added in an al a carte basis. In May, Avaya launched a new licensing structure called Foundation. This is a unification of previous licensing into a single license per user, with some bundling included of end user software.

All systems whether new or upgrade move to what is called Foundation Essential licensing. This is the base licensing platform for every Aura Communication Manager 6.3 and higher. Some portion of the licensing can be further enhanced by purchasing the Foundation Mobility level of licensing, which has software more targeted for a highly mobile user. Beyond that is a level called Foundation Collaboration, which includes licensing to support Video and Collaboration.

Automatic Call Distribution (ACD) is the ability to use features within the telephone system to deliver incoming telephone calls to an organized group of extensions in a predefined manner. Typically, the members of the group would be referred to as Agents, with potential requirements for reporting and management layered on top of the actually call management. A group that has membership to an ACD is commonly referred to as a Hunt Group.

ACD is an inherent feature of the Avaya IP Office.  Reporting on the members of the ACD is an optional, paid component

When calls are delivered to an ACD group, we can support a number of methods of presenting those calls.

�

�������� Collective:� All devices that are members of the ACD group will ring or display notification of the incoming call.� Any member of the ACD can pick up the call. Users that are on calls will not have their call interrupted

• ��������� Linear:� Calls are delivered to the first member of the ACD Group.� If that user is already on a call, the call will be passed to the next member of the group. Calls will continue to be distributed to other members of the group in a specific manner of ranking until an earlier person is no longer on the phone and is available to take a call again. The next call will be presented to them.
• ��������� Circular/Round Robin:� Each new call is handed to the next member of the group, eventually coming back to the first member of the group. If that member is still on a call, it will pass to the next person and continue to go through the group until it is time for the first person to take their turn again.

We are able to configure overflow groups for when a group is experiencing unusual call volumes, and able to provide features to queue calls and hold them until an agent is available. As part of the queue, we can provide expected wait time and position announcements, advertising, comfort messages, and options to allow users to opt out and leave a voice mail message.

The ACD within the Avaya IP Office does not include options for skills based routing. There are 3^rd Party options that are compatible with the Avaya IP Office that can provide that feature set, as well as multichannel (fax, email, text, chat) integration. Please contact your sales representative for more information about our products.

Yes, but this can cause issues with reporting being done on the ACD group. It would be recommended for users that are being tracked that they maintain membership to only one group.

  There is not inherent support for AUX features (The ability for users to make themselves unavailable using different codes for track purposes.) The feature can be added to certain editions of Avaya IP Office, but it is considered a licensed feature on a per agent basis, and restricts a customer to using the Avaya Contact Center Reporter (CCR) for reporting.

There is not inherent support for AUX features (The ability for users to make themselves unavailable using different codes for track purposes.) The feature can be added to certain editions of Avaya IP Office, but it is considered a licensed feature on a per agent basis, and restricts a customer to using the Avaya Contact Center Reporter (CCR) for reporting.

Callers cannot be queued to multiple groups at the same time. Any manipulation of an incoming caller must be done through escalating the call to a higher priority group, but the caller cannot keep their existing position in line without being reset, and put back at the beginning of the queue.

Service Observing, the ability to listen to an in progress call, is inherently a part of the Avaya IP Office. Managers can silently listen to a call in progress, break into an active call and take over the call, and can set up a coaching session with a user that allows them to whisper to the user without the caller being able to hear them.

The Avaya IP Office Manager can be used by an administrator to force users to log in or out of a group, making them available to receive calls. A setting can also be used that will force logout a user if a call rings to their extension and they do not pick up the call, ensuring that the next call will be delivered more promptly to the next available agent.

Anything that requires the ability to distribute calls to multiple people can be considered a call center. For example, if all calls that come in primarily ring to a front desk or attendant. Other people can be added to the distribution group for overflow purposes. The Linear distribution method means that all calls will attempt to be presented to the first member of the group (The Attendant), with the ability to queue calls until that person is able to answer them, or have the calls escalated to a larger group of people.

A group can be used as a page group. Add different extensions to the group, and create multiple groups to act as Zones. This will allow people to make page announcements over the phones in specific locations within the enterprise, or an all zones page for every device connected.

Sets in different locations can be configured as a night ring group for incoming calls after hours. This would allow after hours calls to be picked up from multiple locations within the enterprise.

A billing group may make outbound collection calls that might require a certain type of handling, including logging, tracking, and potentially call recording. The group can be set for their caller ID to display an inbound number that callers can return the call to that will be directed automatically to that group of users in order to handle those calls.

Service Observing can be used as a training tool to allow for new users to listen to active calls by other users to gain ideas on appropriate questions to ask, phone conduct, and other items. The feature can also be used by management personnel to spot check users in order to gauge their conduct on the phone.

 No. All users must be licensed at the Foundation Essential level before a seat can be uplifted to Foundation Mobile

IP Office requires a user license to enable the Softphone feature.There are two license choices; PowerUser and Teleworker.

-The PowerUser license enables One X Portal, Telecommuter, Unified Messaging Service (voicemail to email), web services, Mobility Features, TTS for e-mail reading, and Softphone.

-The Teleworker license enables, One X portal, Telecommuter, Unified Messaging Service, web services, and Softphone.

-The Softphone takes the place of your desk phone features and allows you make calls from your PC.

Yes, all pieces of software can be purchased still on an ala carte basis, but we would advise having a good understanding of the other pieces of software that may be required. Purchasing multiple pieces of software on a al a carte basis may turn out to be more expensive than the bundled solutions.

If you have less than 25 users, the standard pricing is $49.95 per user, per month. If you have more than 25 users, the standard pricing is $37.95 per month.

   Yes, IP Office can be configured in Partner Mode.  When in Partner Mode, the system can handle up to 100 digital phones, 100 analog phones, and up to 18 Partner ETR phones. (Euro style Partner sets).  Compatible Telephone sets (Running in Partner Mode) are:

• ·          6 button non-Display (Model # 315804-B)
• ·         18 button non-Display (Model # 315805-B)
• ·         18 button Display (Model # 315807-B)
• ·         34 button Display (up to 4 per system) (Model # 315808-B)

Yes! Unlike most of our competitors, our price includes all phone sets and all necessary equipment both onside and in the cloud.