ADVANCED CALL HANDLING


ABSENCE TEXT

Feature

• Display a text message on the user's phone and IP Office Phone Manager application.

• Display the same message on other internal phones and IP Office applications when calling the user.

Benefit

• Inform other internal users of your current status and likely availability.

 

• There are 10 predefined strings for Absence Text:

 

• None (no text message)   • "Don't disturb until"

• "On vacation until"            • "With visitors until"

• "Will be back"                     • "With cust. til"

• "At lunch until"                  • "Back soon"

• "Meeting until"                   • "Back tomorrow"

• "Please call                         • Custom

 

• All may have additional text entered, eg message 4 plus 10:00 will show "Meeting until

10:00" and the text strings are localized to the system language

 

• This feature is supported across the IP Office Small Community Network (SCN).


CALL TAGGING

Feature

• Display a text message on the user's phone, one-X Portal for IP Office or Phone Manager, when a call is presented to it.


Benefit

• Provide additional information about the call.


RECLAIM CALL

Feature

• The ability to recover, or reclaim, the last call that was at your phone but is now ringing or is connected elsewhere.

 

Benefit

• If you just miss a call and it goes to voicemail or call coverage, you can get the call back while it is still being presented or connected through IP Office

 

HUNT GROUP ENABLE/DISABLE

Feature

• The ability for a user to enable or suspend their membership of hunt groups.


Benefit

• A user may need to temporarily join or leave individual hunt groups, for example to cover a peak of calls without changing the system programming.

 

 CALL WAITING

A User may not want people calling them to receive busy tone if they are already on another call, but have the call receive ring tone and have some kind of alert that there is a call waiting. The user can then decide to finish or hold the current call and answer the one that is waiting. The amount of information that is available about the call that is waiting depends on the type of phone the user has, or if they are using one-X Portal for IP Office or Phone Manager.

 

As Call waiting tone can be disruptive it is possible to turn the feature on or off and even suspend it for a single call useful for conference calls.


 

 DO NOT DISTURB (DND)

This is the ability to temporarily stop incoming calls ringing at a user's telephone. It will prevent the user from receiving hunt group calls and give direct callers either voicemail (if enabled) or a busy signal. This feature can be enabled/disabled from the phone or via one-X Portal for IP Office or Phone Manager.

  

It is possible to have some calls bypass the DND setting and ring the phone. For example a manager might have their secretary’s extension number on the DND exceptions list. The exceptions list can be easily managed by the one-X Portal for IP Office or Phone Manager. Both internal and external numbers can be on the exception list.


DIAL PLAN

IP Office has a very flexible numbering scheme for extensions, hunt groups and feature commands. While the system has default numbering for feature codes and extensions, they can all be re-defined. Default extensions and hunt groups have 3 digit numbers starting at 200 but these can be changed from 2 to 9 digits through the IP Office Manager. There is a default set of feature access "short codes," but these can be changed to whatever the end user requires, within limits. This is useful for example, if IP Office is replacing a system where DND was accessed by dialing *21, it is possible to change the IP Office Short Code to mimic the code of the replaced system.

 

In certain countries IP Office can support a Secondary Dial Tone when an access digit is

dialed, though this limits some functionality like Alternate Route Selection (ARS). IP Office can also be configured to work without line access digits, by analyzing digits as they are dialed and determining if they are for an internal number or should be sent out on a line – this is valuable in SOHO installations where users will not necessarily be used to dialing an access digit for an outside line.

 

PAGING

All Avaya digital and IP phones supported on the IP Office that have loudspeakers can be

used to receive broadcast audio messages without having to install a separate paging system. Paging can be to individual phones or groups of phones.

 

Analog extension ports can be configured for connection to external overhead paging systems, usually through an adapter, such that a port can be included in a paging group to permit mixed phone and overhead paging.

 

Some Avaya digital and IP phones are able to answer a page by pressing a key while the page is going on, this terminates the page and turns it into a normal call.

 

This feature is supported across the IP Office Small Community Network

 

INTRUDE

The Call Intrude feature allows a user, if permission through IP Office Manager is given, to join an existing conversation whether this is an internal or external call.

  

A user with the "Can Intrude" option can join a call on any extension on the system, however, a User with "Cannot be Intruded" setting would prevent others from joining their call.


INCLUSION

This feature enables selected users to intrude on calls that are already in progress. The intruding party intrudes on the existing call and all parties hear a tone. The speech path is enabled between the intruding party and the called user, the other party is forced onto hold and will not hear the conversation. On completion of the intrusion the called party speech path is reconnected to the original connected party. The feature is enabled or disabled on a per user basis through the Manager.

 

PRIVATE CALL

Users can set a status of private call using short codes or a programmed button. Private calls cannot be recorded, intruded on, bridged into or monitored.


HOT DESKING

Hot Desking allows a number of users non-exclusive use the same extension. Each user logs in with their own identity so they can receive calls and can access their own Voicemail and other facilities. For example, sales personnel who visit the office infrequently can be provided with telephony and Voicemail services without being permanently assigned a physical extension. When finished, they simply log out to make the extension available to others or if users log in at another phone, they are automatically logged out of the original extension.


REMOTE HOT DESKING

Feature

• The ability for a user to Hot Desk to other locations within the Small Community Network. 

• Available on Digital, Analog and IP phones.


Benefit

• A user can make and receive calls from any office as if using the phone on their own desk.

• Single number, improved mobility and easy access to familiar features.

• The user has access to the centralized system and personal directory as well as their call log (1400, 1600, 9600 Series and T3 phones only).

• Great for consultants, managers, lawyers working on different offices on different days.

 

Description

IP Office supports remote hot desking between IP Office systems within a Small Community Network (SCN). The system on which the user configured is termed their 'home' IP Office, all other systems are 'remote' IP Offices. No additional licenses are required to support Remote Hot Desking other than the Voice Networking license on each IP500 within the SCN.

 

User Settings

When a user logs in to a remote IP Office system, all their user settings are transferred to that system.

• The user’s incoming calls are rerouted across the SCN.

• The user’s outgoing calls use the settings of the remote IP Office.

• However some settings may become unusable or may operate differently. For example if the user uses a time profile for some features, those feature will only work if a time profile of the same name also exists on the remote IP Office.

 

• Break Out Dialing

In some scenarios a hot desking user logged in at a remote system will want to dial a number using the system short codes of another system. This can be doneusing either short codes with the Break Out feature or a programmable button set to Break Out. This feature can be used by any user within the Small Community Network but is of significant use to remote hot deskers.

Note: Remote Hot Desking is not supported for use with Customer Contact Center (CCC) or Customer Call Reporter (CCR). Features handled by the telephone itself are not affected by Hot Desking (e.g. call log and phone speed dials).


RELAY ON/OFF/PULSE

IP Office is fitted with two independent switch outputs for controlling external equipment such as door entry systems. Control of these switches is via allotted handsets allowing the switches to be opened, closed or pulsed as required. Control of switches is also accessible via Phone Manager Pro, SoftConsole and VoiceMail Pro.

 

PICKUP

Call Pickup allows a user to answer a call presented to another extension. Types of call pickup include:

• Pick up any call ringing on another extension.

• Pick up a hunt group call ringing on another extension, where the user must be a member of that hunt group.

• Pick up a ringing call at a specified extension.

• Pick up any call ringing on another extension that is a member of the hunt group specified.

This feature is supported across the IP Office Small Community Network (SCN).

 

CALL RECORDING

Where IP Office has VoiceMail Pro installed it is possible to record a call and save the recording to the user’s mailbox, a group mailbox or the voice recording library. For example, this is useful when a caller is going to give detailed information like an address or phone number and the caller will hear a warning message or tone that the call is being recorded in some countries. Where call recording is required for Quality Assurance, it is possible to set the IP Office system to automatically record a percentage of calls for later review.

  

Beginning with IP Office R4.0, any call (normal, conference, or intrusion) and any phone type (including IP) can be recorded. Where "advice of recording" needs to be played, IP Office will ignore Voicemail port licensing if an insufficient number of voicemail channels have been licensed.

 

Note: for IP phones, a VCM channel will be required for the duration of the recording.

 

TELECOMMUTER MODE

Avaya one-X™ Portal for IP Office for IP Office allows the making and receiving of calls and the retrieving of voicemails from an external phone number as if they were in the office, with one-X Portal for IP Office server providing the call control. The typical scenario is the remote worker that occasionally works from home or from a hotel room.

 

This feature also provides billing convenience and potential cost savings for remote workers and mobile work force as all the calls are established by IP Office: there is no need to check bills, nor to pay for expensive hotel calls.

 

TWINNING AND MOBILITY

 Twinning allows a primary extension and a secondary number (extension or external) to operate together as a single telephone. When a call is presented to the primary phone the secondary will ring. If the primary telephone does not ring, for example in Do Not Disturb, the secondary phone will not ring.


INTERNAL TWINNING

This is typically used in scenarios like workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a wireless extension (e.g. DECT). When a call is made from either twinned phone, the call will appear to have come from the primary phone (when the secondary is an extension on the IP Office system). Other users of the system need not know that the supervisor has two different phones. The supervisor’s Coverage Timer and No Answer Time are started for the call and if the call is not answered within that time, the call will be delivered to available coverage buttons (if applicable) and then Voicemail (if applicable).

 

The following features are supported with internal twinning:

• Follow Me To

• Follow Me Here

• Forwarding

• Do Not Disturb (inc exceptions)

• Context less hunt group actions: Membership / Service Status / Fallback Group configuration

• Voicemail On / Off / Access

• Call Log (Central Call Log for T3 and 1600 phones only)

• Redial (Central Call Log for T3 and 1600 phones only)

• Personal Directory Entries (for T3 and 1600 phones only)

 

Mobility Features include:

• Mobile (external) Twinning

• Mobile Call Control

• Mobility Callback

• Avaya one-X Mobile Client Support