BASIC CALL HANDLING
IP Office generates the correct user tones for the geography. These tones are generated for all IP Office extension types, analog, digital and IP.
• Normal, alternate, and secondary; depending on geography
• Conferencing tone depending on geography
• Display of the caller’s number on incoming calls, where supplied by the service provider.
• Sending of calling number on outgoing external calls.
• Confirmation and recognition of who is calling.
• Storage of Caller ID numbers for return calls.
• Directory name matching to Caller ID numbers.
• Screen-Popping customer records in compatible applications.
• A user will have the capability to listen to incoming calls, even while on a call.
• Screen for important calls and decide if you should answer the call or let it go to voice mail
• A call may be placed on hold with optional Hold music. A held call cannot be forgotten as it is presented back to the extension after a timeout set by the system's administrator. See also Park .
• Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system, presenting them one at a time to the user
HOLD CALL WAITING
• Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press.
HOLD MUSIC (MUSIC ON HOLD)
• The IP Office system supports up to 4 sources of music on hold – system sources which may be external: one system source plus 3 additional external sources using analog extensions. Internal (WAV) or tone plus up to 3 additional internal sources. The internal sources are .WAV files saved either in volatile memory, or on the optional memory card in an IP500 and IP406 V2. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a
• Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups. On IP500 systems, each source can be up to 90 seconds long (30 seconds on IP406 V2 and IP412).
• External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units, or configured
As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user.
The call park facility is available through the user's telephone, one-X Portal for IP Office, Phone Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number.
For convenience Phone Manager has 4 pre-defined park buttons. On digital phones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved.
There is a system configurable timeout that determines how long a call may remain parked before it is represented to the extension that originally parked the call.
• When calling an extension that is busy, set the system to call you when the extension becomes free. This feature is also called "Ringback When Free".
• When calling an extension that just rings, set the system to call you when the extension is next used. This feature is also called "Ringback When Next Used".
• Carry on with other work and let the system initiate a call for you when the extension becomes available.
DIRECT INWARD DIALING (DID/DDI)
• This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to whatever number is needed by the business, within limits
• In North America, T1 circuits are required for DID.
• Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or external public number. The caller is placed on hold while the transfer is performed.
• If the phone is put down before the destination has answered, the original caller will be
automatically transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer. This is called a Supervised Transfer.
• Unless restricted by the system administrator, the IP Office makes no differentiation
between internal or external call transfers.
DISTINCTIVE AND PERSONALIZED RINGING
• The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or external. This feature is called 'distinctive ringing'. For analog phones the distinctive ringing sequences used are adjustable. For digital and IP phones the distinctive ringing sequences are fixed as follows;
• Internal Call: Repeated single-ring.
• External Call: Repeated double-ring.
• Ringback Call: Single ring followed by two short rings.
• This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and voicemail ringback calls.
• This feature is supported across the IP Office Multisite Network .
In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone's ring. On many Avaya digital phones, the ringer sound can be personalized. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on all types of telephones.
MESSAGE WAITING INDICATION
Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user, either in a personal voice mailbox or in a group mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off.
All Avaya digital and IP telephones have in-built message waiting lamps. one-X Portal for IP Office provides message waiting indication on screen.
For analog telephones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected from the IP Office Manager when configuring a system to match the properties of the analog telephones. Note that the 101V signaling is only available on IP500 Phone cards and expansion modules plus version 2 IP400 Phone 8, 16 and 30 expansion modules.
• Provides interface to voicemail through handset display and buttons e.g. Listen, Save, Delete, Fast Forward.
• Quick access to voicemails and commonly used messaging features.
Features supported are:
• access new/old/saved messages for personal and hunt group mailboxes.
• next and previous message.
• fast forward and rewind.
• pause message.
• save, delete and copy message to other users of the system.
• change default greeting.
• change password.
• change email settings (Preferred Edition only).