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Applications Platform Features

IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full complement of sophisticated applications.

IP Office provides a number of free applications (eg. Phone Manager Lite, Microsoft TAPI service). These applications can be upgraded to provide enhanced functionality through the purchase of license keys.

Operator SoftConsole
A graphical User Interface (GUI) for attendants on their PC desktop for call handling. Works with a telephone and is an easy way to learn and use sophisticated tools in a comfortable environment.
one-X Portal for IP Office
A powerful client/server web application that allows the user to control and manage phone calls from a web browser with the standard LDAP protocol for connectivity to external directories.
Open CTI interfaces
IP Office has a built in TAPI server that integrates easily with popular contact management applications such as Outlook. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit.
Voicemail
Callers can always be answered with a personal voicemail greeting before a message is taken and message notification set. Messages can be shared (forwarded) with colleagues and retrieved by any phone capable of tone dialing. When used with one-X Portal for IP Office, the PC can be used to control message playback.
Integrated Voicemail to Email Presentation
Voice messages can be copied into email messages and delivered into the email system. IP Office uses SMTP or MAPI to deliver a copy of the voice message.
Unified Messaging
The Unified Messaging Service within Preferred Edition provides a higher level of integration to synchronize both voicemail and email inboxes.
VoiceMail Pro Web Access
Together with UMS comes the ability to access voice mails via a web browser. using this voicemail messages can be managed and listen to using either the PC or the IP Office extension.
Auto-Attendant
Simplify service for administrators with this easy-to-use feature with the ability to construct customized automated services allowing callers to efficiently navigate the system, and reach the right person, without the assistance of an operator. Available with Preferred Edition and with Essential Edition.
Interactive Voice Response (IVR) and Text to Speech
Create automated customized systems allowing callers to interact with business information, for example, reading email, account enquiry systems, automated ordering systems, ticket purchasing systems, PIN number checking, remote time sheet management, etc.  Enhance theses systems by using Text To Speech to read information back to callers. Available with Advanced Edition.
Queue Manager and Campaign Manager
Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and customer service.
Customer Call Reporter
Available with Advanced Edition and combined with the built-in ACD functionality of IP Office, CCR enables a small business to track and measure customer service and agent productivity levels
IP Office + CCR = Informal Call Center
The new CCR application delivers:
Simple/Intuitive Reporting
Browser/Thin Client Architecture
Single Server Efficiency (with VoiceMail Pro)
Target Segment: Small Business, <30 agents
Can support up to 150 agents
30 supervisors
one administrator

 

© 2010 AVAYA
15-601041 Issue 20.f.-
18:14, 25 February 2010
(applicationsplatform.htm)

Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others.

All trademarks identified by (R) or TM are registered trademarks or trademarks respectively of Avaya Inc. All other trademarks are the property of their respective owners.

Last Modified: 21/12/2009