DPRO Jay Lassman

Transcription

1 Jay Lassman Product Report 30 July 2003 Avaya IP Office Summary Avaya s IP Office product line supports from two to 256 users while combining PBX, key system, LAN hub/switch, WAN router, Firewall, RAS, DHCP Server and IP telephony gateway functionality, all in one box. Commentary In December 2002, Avaya introduced Avaya IP Office Release 1.3. As a result, the IP Office 412 platform has an increased capacity of 256 users and 96 T1/PRI digital channels. Release 1.3 also supports additional features, some of which are highlighted as follows: Conferencing for up to two simultaneous 64-party conferences.q-sig support for Calling Name Identity Presentation (CNIP), which provides the called party with the caller s name; and Connected Party Name Presentation (CPNP), which provides the calling party with the connected party s name.call Coverage support that simultaneously allows calls ringing at one extension (senders) to also be presented and answered at other extensions (covering extensions). The display indicates that the call is from the sender by showing the incoming caller s name or number and the sender s name. Covering extensions can receive their own calls as well as calls for the sender.voic Pro features that include Dial By Name; Select System Prompt Language; and Check Digit for Conferencing, which can be used to set up a meetme conference where the caller has to enter a PIN number to join. - Jay Lassman Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: Avaya IP Office Platform Capacities Table 2: Avaya IP Office Overview Table 3: Price List: Avaya IP Office Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters Avaya, Inc. 211 Mount Airy Road Basking Ridge, NJ , U.S.A. Tel: Internet: Overview Introduction Avaya IP Office represents an all-in-one Internet Protocol (IP) LAN telephony solution designed specifically for small to midsize businesses. Four IP Office models support from two to 256 extensions and combine the functionality of a private branch exchange (PBX), key system, LAN hub/switch, WAN router, Firewall, Remote Access Server, Dynamic Host Configuration Protocol (DHCP) Server and IP telephony gateway in one box. In addition to the integrated cards within each of the IP Office base units, three of the four systems can be expanded using an assortment of components called Expansion Modules. The following table provides a summary of IP Office platform capacities. Table 1: Avaya IP Office Platform Capacities IP Office Platform Station Capacity Trunk Capacity Expansion Module Capacity IP401 Compact Office 8 4 Basic Rate Interface (BRI) Not applicable IP403 Office (T1) or 30 (E1) 3 IP406 Office (T1) or 60 (E1) 6 IP412 Office (T1) or 120 (E1) 12 Other Avaya IP Office highlights include: An integrated suite of applications, such as soft console, PhoneManager, voice mail, auto attendant, unified messaging, Softphone, contact center, computer telephony and conferencing Support for T1/E1, Integrated Services Digital Network (ISDN) Primary Rate Interface/Basic Rate Interface (PRI/BRI), analog, X21/V.24/V35 WAN trunks and Q-SIG networking protocols H.323 gatekeeper and gateway functions Compressed (G.729a/B, G G.726) and uncompressed (G.711) Voice over IP (VoIP) transmission 30 July

3 Lightweight Directory Access Protocol (LDAP) client support Support for analog, digital and IP telephone sets, as well as IP softphones Built-in IP Office Manager administration tool IP Office Expansion Modules There are 10 external 19 Expansion Modules: IP400 Office Phone Module Supports eight, 16 or 30 analog terminals IP400 Office Digital Station Module Supports 16 or 30 Avaya 2420, 4400 and 6400 series terminals, 9040 TransTalk wireless sets and the XM24 IP400 Office Digital Terminal Module Supports 16 or 30 Avaya 20 series terminals (2010, 2030, 2050, 20DS, 20CC) IP400 Office So8 Module Supports eight S-bus interfaces for ISDN BRI devices IP400 Office WAN-3 Module Provides three additional WAN connections (X21, V35 or V24) IP400 Office Analog Trunk Module Supports 16 analog trunks (Ground Start or Loop Start, currently available only in North and South America) While all IP Office models support common software, telephones and applications, the IP401 Compact Office and some Expansion Modules are not available globally. Optional Upgrades Optional internal upgrades for the IP403/IP406/IP412 series allow for the support of V.90 modem calls and voice compression modules (VCM) for VoIP sessions. The V.90 card is used for analog remote access server (RAS) connectivity from dial-up remote workers. The VCM cards can be used for either providing voice compression networking between sites over a WAN or supporting IP telephones and softphones. Avaya IP Office Features Avaya IP Office supports a comprehensive range of standard voice and data features, including: Intelligent Call Routing for voice and data IP routing over ISDN and leased lines, including RAS, IP multicast, Network Address Translation, Data Compression, DHCP* Server, Firewall Security Automatic Route Selection Hunt groups with overflow and fall back Password Authentication Protocol/Challenge Handshake Authentication Protocol (PAP/CHAP) VoIP H.323 Gatekeeper and Gateway Time-of-Day analysis Networking 30 July

4 Q-SIG Networking LDAP for synchronizing to external directories PhoneManager Desktop Computer Telephony application External voice mail with integration Microsoft Telephony Application Programming Interface (TAPI) Support Frame Relay *DHCP server automatically allocates an IP address to each host on the LAN, which is important as Avaya softphone users move from site to site. Caller Identification All loop-start line modules offered are Caller ID compatible, providing customers with the calling party number and name information from the central office if they subscribe to the feature from the Local Exchange Carrier (LEC). Dialed Number Identification Service (DNIS) and Automatic Number Identification (ANI) over a PRI are also supported. Microsoft Windows-Based Administration The full Avaya IP Office solution (telephone system, router/firewall/dhcp server, voice mail and other applications) can be managed through the Avaya IP Office Manager. IP Office Manager is an optional Windows-based PC software application that connects to the IP Office system using TCP/IP. It can be on the same LAN as the IP Office, remote on the WAN or connected via the Remote Access Server with a Terminal Adapter, Router or the optional Modem 2 package. Avaya IP Office Applications Standard system applications include: Manager Application A system administration tool for configuring local/remote IP Office systems. Call Status An administration tool for viewing active voice and data calls on the system. Call Monitor A diagnostic tool providing real-time detailed traces of voice and data calls. PhoneManager Lite An out-of-the-box application that allows users to take control of their phone calls from their PC. Voic Lite Provides voice mail facilities for all users, including integration into . TAPI interface Allows integration with industry-standard third-party desktop applications support. Conference Bridge Supporting up to 64-party or dual 64-party. Optional system applications include: econsole A PC-based operator console with a graphical user interface. eblf A PC application providing a real-time view of other users on the system, including those across a Small Community Network. 30 July

5 PhoneManager Pro An advanced application providing integration with contact management packages (for example, Microsoft Outlook), queue monitoring, simple incoming call scripting and more. iphonemanager Pro A fully functional IP softphone. Voic Pro An advanced voic application providing multilevel auto attendant, enhanced queuing and more. Wireless capabilities Avaya TransTalk handsets integrate into IP Office offering a wide area of coverage. Customer relationship management (CRM) A choice of Call Center applications: either the Compact Business Center (CBC) application for informal call centers or the Compact Contact Center providing real-time and historic reporting, recording services and multimedia contact management for and Web chat. Table 2: Avaya IP Office Overview Product Type Date Announced Federal Communications Commission (FCC) Registration Numbers Target Market Maximum Station Capacity Maximum Line (trunk) Capacity Simultaneous Two- Party Conversations Switching Matrix Type of Processor Hybrid key/pbx and IP PBX September 01 (GA Europe: January 02; GA North America: May 02; GA Central and Latin America: June 02) IP403: AV1DY04BIP403DS IP406: AV1DY04BIP406 Small to midsize businesses 256 stations 288 trunks (North America) All lines and stations are nonblocking IP and Digital Reduced instruction set computer (RISC) processor Main Memory (bytes) Synchronous dynamic random access memory (SDRAM) (16Mb to 32Mb), Flash read-only memory (ROM) (4Mb to 8Mb) Software Release 1.4 Off-Premise Analog Analog Stations can be situated up to 1 km as standard and further with an extender Station Support Remote Digital Station Support Analog Line and Trunk Types Supported T1/E1, PRI and ISDN BRI Support WAN Connectivity Caller ID and ANI Support Supported by remote IP extensions (telephone sets and softphones) Loop-start, ground-start Optional integrated card X21/V35/V.24 port clocks up to 2Mb Standard 30 July

6 Table 2: Avaya IP Office Overview Networking Voice Mail Voice Mail Integration to Automatic Call Distribution (ACD) Software Computer Telephony Integration (CTI) Standards Supported Microsoft Windows- Based Administration Remote Maintenance and Administration Attendant Console Options Standard (Q-SIG, Q-SIG over IP and H.323) and IP Office-to-IP Office Small Community Networking Standard (Voic Lite); Optional (Voic Pro) Standard (Integrated Messaging Lite); Optional (Integrated Messaging Pro) Standard (call routing), optional (IS) TAPI (First and third party) Standard Standard (Modem2 card required when using analog trunks) 2420, 4400 Series, 6400 Series, 20 Series terminal or PC-based econsole Analysis Platform Summary Avaya IP Office is available in four models: IP401 Compact Office This is the smallest of the IP Office family and is available in two versions: Digital Terminal 2 supports two digital telephones, two analog telephones, a single ISDN BRI trunk, a four-port dual speed LAN hub and four data channels used for routing, RAS functionality and voice mail applications. Digital Terminal 4 supports four digital telephones, four analog telephones, two ISDN BRI trunk, an eight-port dual speed LAN hub and four data channels used for routing, RAS functionality and voice mail applications. IP403 Office This model can include up to three Expansion Modules, which support a maximum combination of 100 analog, digital or IP extensions, with up to eight analog trunks, or one digital trunk with either 24 T1 channels or 30 E1 channels, and four analog trunks. Additional analog trunks can be provisioned using the IP400 Analog Trunk 16 Module. The IP403 Office base unit is a 19 rack-mountable voice and data communication system that supports as standard: Eight digital telephone ports Two analog telephone ports Eight 10/100 Mbps LAN hub ports One data terminal equipment (DTE) port 30 July

7 One X.21/V35 WAN interface One Universal Serial Bus (USB) port Up to three Expansion Modules for an additional 90 analog or digital telephones Two relay ports for door entry systems Audio port for external Music on Hold 18 data channels IP406 Office The IP406 Office base unit differs from the IP403 Office in that it has twice the trunk capacity and supports six Expansion Modules, but excludes the USB port and 10 telephone ports. The IP406 Office base unit is 19 rack-mountable and is available in two trunk configurations T1/E1/PRI and analog. A spare expansion slot is available to add an additional trunk module. Up to 180 analog, digital or IP extensions are supported: Eight 10/100 Mbps LAN Hub ports DTE Port X.21/V35 WAN interface Two Relay ports for door entry systems (External O/P socket) Audio Port for external Music on hold source 24 Data channels IP412 Office With a more powerful call-processing engine and greater internal data transfer capability, the IP412 Office base unit is the most suitable of the Avaya IP Office family for meeting the needs of the small contact center or businesses with a CRM focus. The IP412 Office base unit is 19 rack-mountable and differs from the IP406 Office by providing trunk expansion capability of up to four T1/E1/PRIs. IP412 Office can be expanded using 12 Expansion Modules to achieve a maximum capacity of 256 analog, digital or IP terminals and is available with a single or dual T1/E1/PRI and a spare slot: Two 10/100 switched Ethernet ports DTE Port X.21/V35 WAN interface Two Relay ports for door-entry systems (External O/P socket) Audio Port for external Music on hold source 100 Data channels Voice Functionality Standard voice capabilities consist of the following highlights: PBX features Direct inward dialing (DID), caller ID (CLID), call forwarding, conference calling, speed dialing and distinctive ringing. 30 July

8 Key system features Busy lamp fields that notify attendants and fellow workers of each employee s phone status; flexible paging that provides attendants and employees with intercom access to the entire office or select groups. Meet Me Conference Option Ability to support meet me dial-in conference of up to two bridges of 64 users each. Variety of network trunk interfaces Includes IP, T1/E1/PRI, analog loop start and analog ground start plus X21/V35 WAN connectivity. Scalability Supports from two to 256 extensions. Variety of telephones Includes analog or digital, wired or wireless, traditional or IP desktop telephones and Softphones. Advanced call routing Incoming calls directed to the best available person, according to a customer s unique criteria. Alternate call routing Intelligent handling of outgoing calls by selecting from analog, digital or VoIP trunks. Q-SIG Networking Standards-based, multisite networking that supports simple calling, automatic callback when available and message-waiting. Q-SIG over E1/T1 is supported in a multivendor environment. In addition, Q-SIG over IP is supported when connecting to Avaya Communication Manager or a network of IP Office systems. When networking up to 16 Avaya IP Office systems together, additional functions are available to support feature transparency. Avaya IP Office Endpoints Avaya IP Office is compatible with the following series of telephone sets. Avaya 4600 Series IP Telephone Sets The IP Office supports the following Avaya 4600 Series IP hard phones: Fixed Feature Keys: Conference, Transfer, Drop, Hold, Redial, Mute, Volume up and down, Speaker, Voice Mail, 2-line 24-character-based Eurofont Display, Message Waiting Indicator, Call Monitor Speaker, Voice Compression Codecs, Quality of Service (QOS) (UDP port selection, DiffServ, 802.1p/Q), 10/100 Base-T Ethernet port, Microsoft NetMeeting Compatible, Downloadable Firmware for Future Upgrades Multiline with speakerphone, six-line/programmable buttons and buttons for Volume, Hold, Conference, Transfer, Redial, Speaker and Mute. Includes 2-line 16-character Liquid Crystal Display (LCD) Multiline with speakerphone, 12-line/programmable keys with LEDs and buttons for Volume, Hold, Conference, Transfer, Redial, Speaker, Mute, Menu, Exit, and Volume up/volume down. Includes 2-line 24-character LCD with four soft keys to select items from the display Same as above but with 24-line/programmable buttons with light-emitting diodes (LEDs). Avaya 4400 Series Telephones The IP Office also supports the following MERLIN MAGIX 4400 Series digital telephones that range in size and capability from a single-line set with no display to a 24-button telephone with large display. Unlike MERLIN MAGIX MLX Series telephones, which require two-pair wiring, 4400 Series telephones 30 July

9 use single-pair wiring. The 4400 Series telephones and terminals available with the IP Office system are as follows: 4406D+ Multiline with speakerphone, six-line/programmable buttons and buttons for Volume, Hold, Conference, Transfer, Redial, Speaker and Mute. Includes 2-line 16-character LCD. 4412D+ Multiline with speakerphone, 12-line/programmable keys with LEDs and buttons for Volume, Hold, Conference, Transfer, Redial, Speaker, Mute, Menu, Exit, Previous and Next. Includes 2-line 24-character LCD with four soft keys to select items from the display. 4424D+ Same as above but with 24-line/programmable buttons with LEDs, plus DSS ports to support future applications. DSS 4450 One or two Direct Station Selectors can be connected to the 4424D+ or 4424LD+. The DSS requires an auxiliary power supply (purchased separately) when connected to a 4424D+. One auxiliary power supply can support two DSS 4450 adjuncts. Avaya 6400 Series Telephones In addition, Avaya IP Office supports the following Avaya Communication Manager 6400 Series digital telephones: 6408D+ Multiline with speakerphone, eight-line/programmable buttons and buttons for Volume, Hold, Conference, Transfer, Redial, Speaker and Mute. Includes 2-line 24-character LCD. 6416D+M Multiline with speakerphone, 16-line/programmable buttons for Volume, Hold, Conference, Transfer, Redial, Speaker, Mute, Menu, Exit and Volume up/volume down. Includes 2- line 24-character LCD with four soft keys to select items from the display. 6424D+M Same as above but with 24-line/programmable buttons with LEDs. XM24 The XM24 is an expansion module that works in association with a 6416 or 6424 display phone and provides an additional 24 Direct Station Select keys and dual-color Busy Lamp Field (DSS/BLF). Avaya 2420 Telephone The Avaya 2420 telephone is designed with 24 system call appearance/feature buttons (three pages/eight buttons per page). LED indicators on select buttons let users see which features are in use. Buttons on the 2420 unit include: Four local softkey feature buttons Exit, Previous and Next buttons for display navigation Message button for expedited access to voice mail Conference, Transfer, Drop, Hold and Redial buttons Volume Up/Down buttons for Handset, Headset, Speakerphone and Ringer Speaker, Headset and Mute buttons (each with LED indicators) Message Waiting Indicator for message notification Other Avaya 2420 telephone characteristics include: 30 July

10 Downloadable firmware capability Large screen with 7-line 29-character LCD All buttons on the display are labeled, eliminating the need for maintaining paper labels. The 2420 telephone also has a 100-entry call log that records the total incoming answered, unanswered and outgoing calls. The call log can also be used to populate the Speed Dial Directory, which has a storage capacity of up to 104 speed-dial numbers. Feature buttons can be used for actual features or can be dedicated to automatic dialing. Avaya 20 Series Telephones IP Office also supports the INDeX 20 Series digital telephones, which are available in some countries, though not in North America: 2010 Digital hands-free handset with six fixed feature keys and message-waiting light but no display Digital display handset with speakerphone, eight-line/programmable buttons, and four contextsensitive soft keys as well as 11 fixed feature keys for Speaker, Scroll, Redial, Speed-dial, Hold, Answer/release, Mute, Divert, No Calls, Group and Program. Includes a 2-line 16-character interactive LCD Same as above but with the eight-line/programmable buttons with dual-color LEDs. 20CC Digital display terminal dedicated for call-center applications. It is designed for headset working and offers three dedicated agent feature keys for Logon, Busy Not Available and Busy Wrap- Up, in addition to the features available to the DS The 20DS unit works in association with the 20 Series display telephone, with each 20DS providing an additional 42 Direct Station Select keys and DSS/BLF. The user can associate several 20DS units with an IP Office 20 Series display terminal. Avaya Wireless Solutions The TransTalk 9040 Digital Wireless System includes a wireless multiline pocket telephone that supports transmission up to 900 feet from a radio module located in the control unit. Each pocket telephone requires one or two radio modules, and each radio module connects to an extension port on the IP400 Digital Station module. The TransTalk system is available in a single-zone and a dual-zone model. Up to 30 users can be connected in a single zone PBX system. The telephone has a display that can show Caller ID information when available. Improvements over previous releases of TransTalk include linepowered Dual Radio Modules that support two handsets each for lower installation and maintenance costs; over-the-air registration to simplify servicing and reduce downtime; and an enhanced user interface with improved display and user menus. IP Office also supports two Digital Enhanced Cordless Telecommunications (DECT)-based systems (offering up to 128 handsets and 32 base stations) for use outside of North America. IP Office also supports Wireless VoIP sets through its integral standards-based H323 Gatekeeper and Gateway capability. Softphone Solutions The PhoneManager application lets users control the telephone terminal and manage telephone calls from a Microsoft Windows desktop, providing traditional call center information that employees can use to enhance customer service. The following options are available: 30 July

11 PhoneManager Lite provides basic telephony call control features to all users through their desktop PCs. They can see caller identification, the number dialed by the caller and call history, enabling them to respond appropriately. DSS/BLF functionality aids in resource allocation by letting users see, at a glance, who is available or busy. PhoneManager Pro integrates Contact Management software to allow the customer s information to be screen popped. For example, with this upgrade users can dial a customer from Microsoft Outlook or the PhoneManager Directory with a single click or easily create a new record during a call because the caller s telephone number is automatically inserted. From their PCs, employees can control their own voice mail, monitor up to two queues simultaneously and have access to simple scripting for incoming calls. iphonemanager Pro is the IP softphone version of the PhoneManager Pro, enabling all productivity tools through a multimedia PC equipped with a sound card, headset and microphone. Employing the same graphical user interface to handle calls minimizes training. Voice-Messaging System Options Several voice-messaging options are available: Voic Lite is the standard voice mail application, handling up to four simultaneous calls, depending on the Avaya IP Office platform used. Service options include automatic answer for unavailable employees, personalized greetings for customer assurance and the ability to conveniently copy and forward messages with attachments to others or groups. It can also alert or forward voic s as WAV files to a Messaging Application Programming Interface (MAPI)- compliant system. Voic Pro enhances the Lite version by supporting up to 30 simultaneous calls, depending on the Avaya IP Office platform used, and offers an easy-to-use graphical user interface. In addition, it provides an Advanced Call Flow to create, for example, an auto attendant that can improve customer satisfaction using standard and customized automated services. It also offers key features, such as Queue Announcements, Campaign Manager and Voice Recording. IP Office Voic Pro can provide centralized voice mail when used in an IP Office-based network (currently up to 16 sites). IP Office also supports centralized INTUITY Audix messaging, for Avaya DEFINITY Server-based networks: Integrated Messaging Pro is an optional application for Voic Pro that gives users a single point of management for and voice mail messages through integration with a Microsoft Exchange Server system. Personal Numbering is an integral part of the Voic Pro application, designed to control a user s accessibility to callers at all times. When away from the office, users can access the voice mail server to turn voice mail on or off, set forwarding to a given address or edit call-forwarding and followme numbers to route new incoming calls. CRM Solutions Avaya IP Office delivers a choice of CRM solutions. CBC Applies call center management techniques to optimize less formal settings, so users can monitor contacts (including lost calls), analyze service data and peak traffic capacity. These reports can help improve overall system performance and basic call center functionality. 30 July

12 Compact Contact Center (CCC) Provides a comprehensive suite of multimedia reporting and management applications, designed for up to 75 local and remote agents. Four complementary modules are packaged as a suite for client/server operation on a Windows NT 4.0 or Windows 2000 Professional Server platform. A common database allows for a single point of configuration for simplified management and maintenance and greater accuracy. The modules include: Call Center View for real-time service monitoring and resource staffing to improve service and lower costs. Wallboard Manager for a choice of wall-mounted or PC-based wallboards that clearly display CRM activity and status. Report Manager for in-depth historical reporting on customer-facing activity for refined evaluations and enhanced resource management. Additionally, the Report Designer option can be added to enable the customization of reports to meet the specific management needs of the contact center. Avaya IP Office Manager provides the ability to quickly and easily change settings of a contact center, such as agent names, campaign titles and call routing patterns. icontact converts the PC to an all-in-one communications and data tool and hence permits multimedia users to prioritize and manage all interactions from one interface. An agent can see queued telephone calls, messages, Web calls and Web chats and can communicate with group members. Queue Manager and Campaign Manager Provided as part of Voic Pro, the combination includes voice and integrated voice response (IVR) applications for the contact center that facilitate agent and traffic management for better productivity and customer service. Open CTI Interfaces TAPI-compliant out of the box, Avaya IP Office integrates easily with popular contact management applications, such as Microsoft Outlook. Other custom applications can be developed quickly and deployed with an available software development kit. Avaya IP Office and Microsoft CRM Integration Avaya SMBS has formed a Strategic Alliance with Microsoft Business Solutions to sell a packaged applications and hardware solution for small and midsize businesses. The Avaya Microsoft CRM Integration Offer brings together Avaya IP Office & Compact Contact Center with Microsoft Business Solutions CRM as a way for businesses to efficiently manage and monitor their customer relationships. Product Information Phase One A complete view of customer history stored in Microsoft CRM (real-time and historical records) can now be linked directly to incoming and outgoing calls through the Avaya IP Office. Based on the caller line ID (CLI), a database will be queried for a customer match on that telephone number. If the number is matched to an established customer, that customer record will be automatically displayed (popped) into a new browser window within Microsoft CRM. By making customer information available immediately to the person handling the call, waiting time is reduced, productivity is increased and customer service and satisfaction is improved. A second feature available in this first release is an outbound dialer. Using telephone numbers stored in the database, customer calls can be automatically dialed with the click of a button on the contact screen. This button will initiate the call automatically to the agent s handset. This simple-to-use tool eliminates dialing errors and increases employee effectiveness. 30 July

13 Voice and Data Networking Q-SIG networking provides standards-based multisite networking to traditional third-party PBXs. In addition, IP Office supports an embedded IP gateway/gatekeeper that provides H.323 VoIP networking in order to interoperate with third-party IP-based PBXs. Avaya IP Office also supports simple Q-SIG over IP for networking with Avaya DEFINITY Server running Avaya MultiVantage Software. The embedded IP router also provides Internet access, Remote Access and LAN-to-LAN routing, and includes a built-in firewall and Network Address Translation (NAT) for security. NAT translates private IP addresses to its public IP address plus port number, which enables only one IP address to support many users. When networking IP Office to IP Office, the Community Networking feature set enables 12 features, including Busy Lamp Field to provide remote extension status, to work transparently over an IP network in environments like Managed IP VPN, frame relay or LAN. All IP networking options support G.711 (64 k) or G.729a (8 k)/g (6 k3) compression for bandwidth efficiency. QOS monitoring is supported through Differentiated Services/Type of Service (DiffServ/ToS) for routing and industry-standard IEEE 802.1Q/p when used in conjunction with an Avaya Cajun LAN switch. Market Focus Customers can deploy Avaya IP Office to satisfy a variety of requirements: IP-Enhanced (Hybrid) Office As a solution that supports up to 256 users while combining the reliability of a traditional PBX with a requirement for LAN-based applications, such as administration, CTI and remote-user support. Avaya IP Office can also support IP telephones and VoIP trunks, as evolving business needs demand. Converged Office As a fully converged communication solution for typically from two to 100 users, with scalability to a maximum of 256 users, when Avaya IP Office can share an established LAN to connect IP telephones regardless of location, providing a path to multimedia IP communication applications. Compact Branch/Remote Office For networks that require a cost-effective way to connect locations. While it does not offer all the feature transparency or virtual enterprise capability of an Avaya DEFINITY Server network, Avaya IP Office is a solution for small locations that are basically autonomous in operation yet have simple point-to-point networking needs. In this mode users can either link a few Avaya IP Offices together or connect to a larger central PBX, such as DEFINITY Server, to enable communication among locations. Compact Contact Center As a contact center for the small and midsize business, with support for typically from 5 to 50 agents, with a maximum of 75 agents. CTI and Campaign Manager can improve agent efficiency, while remote agents can also be supported for businesses desiring virtual contact center capabilities. Conferencing The integrated conference bridge facility within IP Office offers an alternative to renting audio conferencing services from a service provider while saving time and costs. The IP Office conferencing solution enables multiple locations to participate in an audio conference that can be planned in advance or established as and when required. 30 July

14 Pricing Table 3: Price List: Avaya IP Office Component List Price (US$) Basic IP403 Office DS Mu-Law* version 2,225 Basic IP406 Office Mu-Law version 3,430 Basic IP412 Office Mu-Law version 7,045 IP403 with four line ports and 10 station ports 2,690 Voic Lite Messaging System with four ports Included Voic Pro Messaging System with four ports 1,995 IP Office Messaging System with 12 ports 9, Series Telephones 250 to 415 per telephone 6400 Series Telephones 427 to 731 per telephone 4600 Series IP Telephone Sets 475 to 769 per telephone CBC informal contact center reporting package 375 CCC formal contact center for one supervisor, a PC 5,047 Wallboard and reporting for five agents *Voice-encoding scheme required for T1 support primarily in North America and Japan. In addition, Avaya sells its solutions in over 90 countries, through a mixture of direct and indirect channels, with a single global price list for all products. From the global price list, Avaya makes regional adjustments based on market conditions. Individual countries and sales channels then determine local discounts based on factors such as purchase volumes. GSA Pricing Yes. Competitors Avaya IP Office competes primarily with telephone systems having IP capabilities and a capacity of up to 200 users, such as the following: 3Com NBX 25 and 100 Alcatel OmniPCX Office Altigen AltiServe Office Inter-Tel Axxess Mitel Networks 3100 Integrated Communications Platform (ICP) NEC NEAX IPS Nortel Networks Business Communications Manager Shoreline ShoreWare and ShoreGear Siemens HiPath 3300/3350, HiPath 3500/3550 and HiPath 3700/3750 Vertical Networks Instant Office 5000 Traditional telephone system competitors include the following: 30 July

15 Avaya Partner ACS and Merlin MAGIX Comdial Impact Series Mitel Networks SX-200 ML NEC Electra Elite 48/192 and smaller configurations of the NEAX 2000 IPS NEC Infrontia 124i Panasonic KX-TD1232 Toshiba Strata CTX100 and smaller configurations of the Strata CTX 670 Vodavi Starplus Series Strengths IP Office offers the choice of analog, digital or IP extensions, which allow the customer to deploy the type of extension that is appropriate for the user. IP Office can support a maximum of 256 extensions no matter what type analog, digital or IP. Wide range of IP, analog and digital endpoints are compatible with and reusable on larger Avaya DEFINITY-Server platforms. IP Office platforms network with larger Avaya IP platforms to satisfy small or large enterprise requirements. IP Office Voic Lite provides four ports of voice messaging capability; Voic Pro provides up to 30 ports; storage is only limited by the size of the hard drive on the PC used at 1MB per minute. Voic Pro supports Telephone User Interface (TUI) in either IP Office or INTUITY mode, which enables Avaya MultiVantage-based users to retrieve voice mail at an IP Office branch location in a way similar to DEFINITY Server with INTUITY AUDIX. IP Office Voic Pro can provide centralized voice mail when used in an IP Office-based network. IP Office can support up to 2 64-party conferences, including Meet Me dial-in. Reduce or eliminate fees for externally managed conference services. Secure, easy to use and very cost-effective. Choice of integrated call center options that support basic and advanced requirements. Many advanced applications are supported, such as wireless handsets, management and administration tools, TAPI-compliant CTI, contact center and networking. The IP Office offers VoIP as standard with integrated Gatekeeper and QOS. TransTalk wireless handsets provide all the features of a digital telephone up to 900 feet from the base station. Integrated Ethernet hub (10/100 Base-T) links computers and high-speed access to the Internet. PRI and T1/E1 trunks are supported, as is Q-SIG networking. Trunk modules support loop-start and ground-start central office (CO) lines, making systems less prone to hacking and toll-fraud abuse, especially when auto attendant, voice mail and call center applications are in use. 30 July

16 Embedded IP router provides Internet access, remote access and LAN-to-LAN routing, with built-in firewall and NAT. Optional application for Voic Pro gives users a single point of management for and voice mail messages through integration with a Microsoft Exchange Server system. Limitations IP Office product line does not support complete feature set available with Avaya MultiVantage Software, which is Avaya s flagship software offer for larger enterprises. Though some telephone sets are reusable, IP Office product line does not migrate to Avaya s enterprise Communication Manager platform. Product family is composed of multiple platforms that limit interchangeability of components. While most circuit boards and telephones will migrate from one model to another, transitioning from a smaller IP Office model to a larger one will likely require a new base unit and a processor upgrade. Therefore, users need to accurately forecast growth requirements in order to maximize the potential for reuse of equipment. IP Office voice messaging solutions do not currently support industry-standard Audio Messaging Interchange System (AMIS) and Voice Profile for Internet Messaging (VPIM) networking protocols. Avaya plans to have VPIM available in the next release of Voic Pro. Recommended Gartner Research Gartner Key/Hybrid, PBX and IP-PBX Systems: Comparison Columns, DPRO Insight At one extreme, Avaya IP403 and IP406 Office platforms can cost-effectively provide IP connectivity between small offices, as well as between small branch offices and larger home offices. Industries requiring these applications usually include retail banking, real estate and insurance companies, as well as organizations with regional sales offices. At the other extreme, the IP412 Office platform provides the largest capacity and greatest functionality, which could make it the best long-term IP Office alternative for a growing enterprise. The IP Office product line has an ambitious goal of providing small to midsize users with economical access to advanced capabilities, like networking, contact center and unified messaging. However, potential customers should determine whether implementation expenses are also affordable and whether these applications are working trouble-free in other organizations. 30 July