IP Office Technical Bulletin

Transcription

1 IP Office Technical Bulletin Bulletin no: 011 Date: General Availability (GA) of IP Office 1.4 Software Avaya is delighted to announce the launch and availability of IP Office 1.4 software. IP Office is Avaya s Small Medium Enterprise (SME) solution designed as a global solution for customers with up to 256 extensions and 120 lines. Coincident with the 1.4 software release Avaya are also releasing Compact Contact Center version 4 incorporating the Multi-Media Module. This allows the addition of , Web Callbacks, Real Time Chat and Proactive Campaigns into the Contact Center environment. For a more detailed description please refer to IP Office Technical Bulletin 012. Further details can be found in the following document: IP Office Product Description Document: 1. Product Overview The Avaya IP Office 1.4 software is the latest advancement in converged voice and data technology from Avaya. IP Office combines high-end voice and data applications allowing the smallest of businesses to deliver cutting edge customer service. IP Office 1.4 is the entry-level software to support the following new hardware: 2420 Digital Handset E1 R2-MFC card Dual E1 R2-MFC card QUAD BRI USB Feature Key WAN3 10/100 module As well as increased system performance and reliability through improvements to the core system software IP Office 1.4 also supports the following new features: Additional locales for Chile, China, Columbia, Peru and Russia Busy Tone Detection Call on hold indication on phone ports Conference Enhancements Handset Dial By Name Hide Auto Record Notification

2 Intrusion Enhancement (Intusione) Italian Privacy Laws Maximum Call Length Off Switch Calling Inhibit Russian Trunk support Section 508 Requirements Short Code Length Tone For Monitoring Voice over IP on Frame Relay User CD 1.4 (1.4.6) including Microsoft CRM Integration Voic Pro 1.4 (1.4.3) 2. IP Office 1.4 Hardware The following new hardware is only supported with IP Office 1.4 software Digital Handset The 2420 digital handset is connected to IP Office via a DS port. It offers similar functionality to the existing 64xx range of terminals but incorporates a large screen LCD display. The 2420 handset has a fixed voic access key and also has local call log and speed dial support. The phone has two display modes, normal and call center mode. In normal mode the display offers the user 3 screen pages of 8 function keys as well as Speed Dial, Log and Options keys repeated on each screen page. In call center mode the first two screen pages repeat some of the function keys assigned allowing the user access to 12 different features at once. The third screen page has the Speed Dial, Log and Options keys displayed on it E1 R2-MFC Card A new single E1 R2-MFC card offering a 75Ω coaxial connection. This card is for use in CALA only Dual E1 R2-MFC Card Two new dual E1 R2-MFC cards offering either a 75Ω coaxial or 120Ω RJ45 connection. These cards are for use in CALA, China and Korea only. *Note: The Dual E1 R2-MFC trunk interface cards are designed for the IP412 Office only and cannot be used in the IP403 or IP406 Office units Quad BRI A new QUAD BRI trunk card, which will become the standard QUAD BRI offering from Avaya, will support conversion between A-Law and MU-Law companding.

3 2.5. USB Feature Avaya are introducing a new USB feature key for those PC s that do not have a parallel port. The Feature Key Server software supplied on the IP Office 1.4 administration CD is required to install the appropriate driver. This will auto detect which feature key is installed WAN 10/100 Module A new WAN3 module supporting X21, V35 or V24 interfaces is now available. Connection to IP Office is made via an auto sensing 10/100Mbps Ethernet connection. Previous WAN3 modules were limited to 10Mbps operation. 3. IP Office 1.4 Software Enhancements 3.1. Additional Locales To support the introduction of IP Office into new territories additional locales have been added for Chile (esl), China (ch), Columbia (eso), Peru (esr) and Russia (ru) 3.2. IP Office Conferencing Capacity The IP Office platforms provide maximum flexibility for conferencing. Today IP403/IP406 Office systems can conference up to 64 parties at once or enable up to 21 three-party conferences, three 21-party conferences or any other equivalent combination. IP412 Office can conference up to 42 three-party conferences or 2 x 64-party conferences. This capability is great for large briefings and, uniquely on IP Office, is made really powerful with the meet-me dial-in conference capability. This means you no longer have to rent expensive conference bridges from your service provider: instead IP Office can host the conference for you. Note: The term conference party refers to both internal and external callers Control Unit Conference Capabilities The following tables show the maximum number of participants when calling via the different types of interface available on IP Office: North America Maximum IP403 IP406 IP412 participants T1/PRI-T1 24/23 48/46 96/92 IP Internal users x64 Total max x64

4 IP Office Conference Features The IP Office system provides the following features and benefits relating to conferencing: No special equipment required: You only need an IP Office system with as many digital trunks/voip channels as external participants (plus Voic Pro if PIN codes/guidance prompts are required) Ease of use: Simply dial the direct number allocated to the conference bridge, type in the PIN if required and you have joined the conference Conference control from IP Office Phone Manager Lite and Pro: For ad-hoc conferences with a few participants, staff can easily set up immediate conferences by calling external parties and bring them to the conference bridge. Thanks to Phone Manager, the instigator of the conference can keep control: the CLI/ANI number (and the associated name if recognized) of each participant is displayed within the Conference tab of Phone Manager. If required, he/she can selectively hang-up a specific participant. Phone commands: Access to pre-arranged conference calls from any touch-tone phone to enter PIN codes or select a menu Customized greeting: Record a personalized greeting per conference Conference call recording: Manual recording initiated by user on IP Office via Phone Manager, digital/ip display phone or a short code (requires Voic Pro) Security: To prevent unauthorized access to the conference bridge, PIN codes, CLI/ANI screening as well as time & date profiles can be set-up using IP Office Voic Pro. Privacy: In cases where the security of calls is critical, in-house conferencing is the only way to ensure privacy. Remote Management - enables a single person to manage the conferencing bridge facility from any location. Important Notes: Analogue Line Restriction: In conferences that include external analogue line calls, only a maximum of two analogue line calls are supported per conference External participants: Each external caller requires a digital trunk/voip channel (e.g. 1 T1 allows 23/24 external parties, and a VCM-20 allows 20 parties) Use of conference resources by other features: System features such as call intrusion, call recording and silent monitoring all use conference resources, as does automatic recording if enabled. When any of these features are active, the number of slots available for conference parties is reduced The IP412 supports two 64-party conference banks: When a new conference is started, the bank with the most-free capacity is used for that conference. However once a conference is started on one conference bank, that conference cannot use any free capacity from the other conference bank (i.e. no more than 64 parties in any one conference) Voic Pro requirements: Dial in prompts and PIN codes require Voic Pro. Each Voic Pro port offer simultaneous access to one participant so that they can type in the PIN or access a menu at the same time. Once they are on the conference bridge, Voic Pro ports are free for other users. If additional simultaneous accesses are required, further Voic Pro ports licenses (in steps

5 of 2-port increments) can be added (up to 10 ports on the IP403, 20 ports on the IP406 and 30 ports on the IP412). Note: For more information, please refer to chapter 8 of the IP Office Product Description (Issue 8 or later) 3.3. Busy Tone Detection The default busy tone detection settings used by IP Office are set using the system locale to match the appropriate national specifications. However in some locations the busy tone used by the local exchange may differ from the national specification. A new option has been added to allow the modification of the busy tone detection frequency and cadence. This option is available through the manager application and is selected from the Telephony tab in the System configuration form Call on Hold indication on Phone Ports A common method of call handling is to press the hook switch when ending a call rather than replacing the handset. On analog telephones, this has led to frequent cases of existing calls being put on hold with no indication to the extension user that the call was held rather than disconnected (rapid pressing of the hook switch sending a hook flash signal to the switch rather than a disconnect). When analog telephone users have a call on hold, they will now hear broken dial tone rather than continuous dial tone Conferencing Tones Currently a conference tone is only heard when a conference is first invoked. Within IP Office 1.4 a new option is available to provide the following tones to conference participants. On (Selected): Plays a single tone to all existing conference parties when a new party joins a conference. Plays a double tone when a party exits a conference. Off (Deselected): Plays a conference reminder tone to all conference parties every 10 seconds. This option is available through the manager application and is selected from the Telephony tab in the System configuration form Conferencing Rendezvous The conferencing shortcode feature "Conference Rendezvous" has been renamed as "Conference Meet Me" Handset Dial By Name IP Office 1.4 software supports a new Dial by Name" feature. Users are able to access the IP Office directory and dial the name required using the letter keys on their telephone. The display will show the nearest match found as additional letters are dialled. The user can then cycle through the set of possible matches and make a call when the required

6 name is displayed. To use this feature the user must have a Digital or IP display phone. This option is available through the manager application and is selected from the Telephony tab in the System configuration form Hide Auto Record Notification When call recording is initiated, all DS display phones (64xx) involved in the call display REC on the phone s display. In IP Office 1.4 this notification can be switched on or off. When the checkbox is ticked REC is no longer shown of the phone s display. This option is available through the manager application and is selected from the System tab in the System configuration form. The default setting is on for the US locale and off for all other locales Intrusion Enhancement A new feature has been added to IP Office 1.4 to meet the requirements of Telecom Italia for Italian approvals. However the feature itself is available to all IP Office 1.4 systems regardless of locale. Using the existing shortcode feature Call Intrude, following an intrusion all parties in the call are placed into a conference and can hear each other. In IP Office 1.4, the new shortcode feature Dial Inclusion allows the intruder and the intrusion target to talk without the other call party hearing the call. During this period all parties hear repeated reminder tones. If the intruding party hangs-up, the original call parties are reconnected. This new feature is intended to allow a secretary or operator to interrupt an existing call in order to pass on information or announce another call parked or waiting. The use of both shortcode features for intrusion is subject to the Can Intrude status of the user and the Cannot be intruded status of all internal parties in the call. The normal user defaults for these are Can Intrude off and Cannot be Intruded on. For the Italian locale the user default for Cannot be Intruded is changed to off Italian Privacy Laws (DSS Status) To achieve compliance with Italian Human Rights and Privacy laws it must not be possible for 3rd parties to become aware of the CLI a user is connected to. A new setting for DSS privacy has been added which controls whether pressing a DSS key set to another user, who is on a call, displays details of their calling/called party. When not selected, which is the default setting, no called/calling party information is displayed. This option is available through the manager application and is selected from the System tab in the System configuration form. This setting is available for all IP Office 1.4 systems regardless of locale Maximum Call Length (via Shortcodes) Shortcodes using any of the 'Dial' shortcode features (e.g. Dial, DialExtn, DialSpeech, DialV110, etc.), can be limited to a maximum call length. This is achieved by entering t(n) after the telephone number being dialed in the shortcode's Telephone Number field. (n is the time in minutes for the maximum call duration).

7 3.12. Off Switch Calling Inhibit Prior to IP Office 1.4 software the only restriction on trunk-to-trunk transfers applied to the use of analogue trunks. These have an Allow Forwarding option (Line Analog) which, if off, stops calls on other trunks being transferred off-switch via that analogue trunk. In IP Office 1.4, there is now a system-wide control to bar or allow trunk-to-trunk transfers. The option Inhibit Off-Switch Calls is available through the manager application and is selected from the Telephony tab in the System configuration form. The default mode is on for Italy and off for all other locales Russian Trunk Support Though added to meet requirements of Russian operation, the following additional controls are available in all locales for analogue trunks. The settings are accessed through the Analog tab in the Line configuration form. Secondary Dial Tone: Default = Off Configures the use of secondary dial tone on analog lines. When selected the following options are accessible. Await time: Default = 10 (x 100ms = 1 second) Sets the time to wait for secondary dial tone. After Digit: Default = 1 The number of dialled digits, after which secondary dial tone should be given. Matching Digit: Default =0 The digit which, when first matched in the dialing string, will cause secondary dial tone delay Section 508 Requirements With the introduction of IP Office 1.4 software Avaya have tested the use of talking CLI boxes, which allow caller ID to be spoken to visually impaired telephone users. The talking CLI box is connected via an analog port so if the user themselves has an analog telephone this can be connected in parallel. If the user has a digital handset then a separate analog connection is required and the coverage feature should be used to make sure that the call is presented to both devices simultaneously. Avaya have also catered for those people who are profoundly deaf, hard of hearing or speech impaired by the introduction of TTY as a new language within Voic Pro. Please refer to the separate voic section in this bulletin for more details. Further details on Avaya s section 508 compliance can be found at the following website: Short Code Length The maximum length of the Short Code field has been increased from 15 characters to 33 characters Tone for Monitoring (Beep on Listen) This controls whether call parties hear a repeating tone when their call is monitored by

8 another party using the Call Listen feature. This option is available through the manager application and is selected from the System tab in the System configuration form. The default setting is on for the US locale and off for all other locales. Note: Please check local legislation regarding operation of this feature Voice over IP over Frame Relay In previous releases of IP Office software Voice over IP on Frame Relay was only supported when PPP encapsulation was used. IP Office 1.4 introduces further Frame Relay enhancements, which allows the support of Voice over IP on Frame Relay when using RFC1490 encapsulation. In order to provide QoS when using RFC1490 encapsulation, FRF12 fragmentation has been implemented with IP Office 1.4 software. When using RFC FRF12 it should be noted that all parameters on the Service PPP tab are ignored. In this instance the IPHC parameters are configured within the DLCI configuration form of the WAN Port tab. It is imperative that all IPHC values are matched at each end of the link. Implementation of these additional standards will increase the support for QoS with a number of third party vendor networks, such as Cisco Remote Access Server With the release of IP Office 1.4 software, Avaya are pleased to announce the support for Dameware remote access software. This allows support organizations to connect with the IP Office applications server and take control remotely. Installation of the software can be dome remotely on PC s running Windows NT/2000/XP. If the software is to be installed onto a PC running Windows 95/98/ME/XP Home, then the installation of the software must be done manually at the client PC. The client software to allow this manual installation is provided on the 1.4 Administration CD. For more details refer to the IP Office Job Aid - "047. Using DameWare with IP Office". Further information on Dameware can be found at 4. IP Office 1.4 User Applications The IP Office 1.4 software release also includes a new User applications CD (1.4.6). New features added in this release are as follows: 4.1. Phone Manager A check box has been added to the PBX configuration dialog to select whether the application runs as Phone Manager Pro or Phone Manager Lite. Note: Phone Manager will only run as Pro if a license is available.

9 The Agent Mode checkbox has been moved from the PBX Configuration dialog and placed on the Agent Mode tab on the Preferences dialog box. The PBX configuration now has a Login/Logout checkbox instead. This release contains two regional ringtone files, NewCall_eng.wav for UK and NewCall_enu.wav for US. Phone Manager uses a file called NewCall.wav for its ringtone and in default this is a copy of the NewCall_enu.wav. To change your default ringtone copy the appropriate US or UK wav file and rename it to NewCall.wav. Note: Location of wav files: C:\Program Files\Avaya\IP Office\Phone Manager Chinese support included. Russian support included econsole This release contains two regional ringtone files, NewCall_eng.wav for UK and NewCall_enu.wav for US. econsole uses a file called NewCall.wav for its ringtone and in default this is a copy of the NewCall_enu.wav. To change your default ringtone copy the appropriate US or UK wav file and rename it to NewCall.wav. Note: Location of wav files: C:\Program Files\Avaya\IP Office\eConsole Chinese support included. Russian support included eblf This release contains two regional ringtone files, NewCall_eng.wav for UK and NewCall_enu.wav for US. eblf uses a file called NewCall.wav for its ringtone and in default this is a copy of the NewCall_enu.wav. To change your default ringtone copy the appropriate US or UK wav file and rename it to NewCall.wav. Note: Location of wav files: C:\Program Files\Avaya\IP Office\eConsole Chinese support included. Russian support included Microsoft CRM Integration Also added to the IP Office 1.4 User CD is a screen pop application that integrates with Microsoft CRM. This integrated application has been developed on the IP Office to enable the integration of contact points within the business. Customer and historical sales information held within

10 the Microsoft CRM software can now be linked directly to incoming and outgoing calls in the business. 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 existing customer, that customer record will be automatically displayed (popped) into a new browser window within Microsoft CRM. This enables the business to view current sales and service information on the customer instantly without the need to wait for information to download, considerably reducing the time spent with each customer and ultimately increasing employee productivity. The second feature available in this release is an auto-dialer. A button on the contact screen will automatically dial a customer utilizing the telephone number stored in the database. This button will initiate the call automatically to the agent's handset to increase productivity and eliminate dialing errors. 5. IP Office 1.4 Voic Pro The IP Office 1.4 software release also includes a new Voic Pro CD (1.4.3). New features added in this release are as follows: Chinese language support added Russian language support added TTY added as a separate language Note: Devices such as a Minicom unit or a text phone use TTY. These devices are used by people who are profoundly deaf, hard of hearing or speech impaired. Through use of voic pro a callflow can be setup which allows the TTY language to be selected and tones to be played in place of voice prompts. The TTY prompts are not on the Voic Pro CD due to space limitations but can be downloaded from the IP Office support section of the website. There will also be a job aid detailing how to set this up Issues Resolved in Core Software Queued hunt group calls not clearing after second queue message played FWD NO Answer does not work to external number when called over VPN 44xx terminals - time slips from that on the time server IP 412 does not light MWI for group mailboxes No Default Appearance buttons on newly created IP extensions MSN Configurator not working when using 10 Digits System reboots when PMPro reclaims a call from an analogue port Blind Transfer to POT phone using econsole doesn't work

11 VM status doesn't get updated in real time in PMPro The IP address for the time server is ignored and the system broadcasts. PMPro agent mode - unable to transfer call after using 'park for' Emulation Actions under Digital Telephony are inconsistent Automatic voice recording does not work for internal calls Phones not logging out when login idle period expires Exporting configuration as a text file does not provide all info on T1 or E1-R2 Trunks Voice Recording - on occasion clipping 2 seconds of speech The NAT function cannot be used on the same LAN interface as WAN3 Incoming analogue external call to busy POT port returns ring tone IP412 LAN ports locks up, switch needs to be reset to clear them Automatic outgoing voice recording fails on VoIP trunk Programmed drop key not clearing a conference call on a 6408 terminal Call forwarding off switch does not return to hunt group members Voice Recording does not record conference calls 6.2. Voice Mail Pro There is an issue where the incorrect setting of the minimum idle time was affecting the leaving and retrieving of messages When a message is Forwarded, the system will now say delivery scheduled before returning to the activity menu. The user is not prompted to press hash/pound again as there are no delivery options Top level menus *01 and *02 options no longer play a beep Under certain circumstances the save and make live required two presses to operate (One to get focus, and the second to carry out the required operation) When a new token is dropped into the VMPro GUI (e.g. token), the help for the correct token is now opened Campaign message statuses so that irrespective of whether the web or the TUI interface is used, the message states are Old/New/Saved, allowing house keeping to function on messages that have been processed. Provided the Campaign Web Interface with the capability to adjust the volume of the campaign playback When a user makes use of the Respond menu, by pressing 7 to reply to a message by Voic , then if the message was not from an internal user, the VMPro will no longer cause a GPF The ability to support a looped message when out calling has now been implemented to rectify the problem of callers receiving silent outbound calls, if they take a long time to answer. Prompts playing to a user in whisper mode are now stopped if the dialed user disconnects. System no longer terminates during DTMF logging, if DTMF Logging is enabled Closing dialogues during wave editor recordings will now stop and save the recording, and not discard them The import / export wizard now adds the selected filter extension to the file name if it is not present 6.3. Phone Manager

12 PMPro does not update codec choice after it has been changed. Open Phone Manager and enable VoIP, change the codec choice setting and restart Phone Manager. On restarting Phone Manager the codec choice is updated. In previous releases the codec choice is not updated. PMPro stays alerting after voic ring back has been answered Opening PMP enables 'Off Hook Station'-even if previously disabled F1 and F3 keys swapped when in agent/login mode "Invalid Account Code" generated when making external call from PMPro associated with a POT phone Pressing F2 doesn't bring up transfer dialog box Voice Mail channel lockup when multiple access through PMPro iphonemanager second delay for initial speech path. PMPro problems when Coverage Receiver PMPro with Force Account - no way to hang up and make 2nd call Transferring a call to an extension with an absent message, end of message is hidden Incorrect status of call when on hold Phone Manager - outbound call attempt fails on Windows XP Access violation when initiating a conference call from iphonemanager Call waiting and extension number translation to French incorrect 6.4. econsole Pressing F4 Hold during an alerting call drops the caller. econsole problems when used as a coverage receiver CBC Available agent count and percentage mismatch 7. Known Issues 7.1. Core Software External call transferred from a POT to another POT results in internal ring tone A call transferred from a POT phone doesn't recall to originating POT Toggle functionality not working on IP46XX terminals Message lamp not lit on hunt group call Unable To Use DSS Key To transfer to 44xxx/46xx/64xx sets Voic waiting light does not follow you when hot desking Switch goes into reboot loop if DSCP values are set incorrectly to 0 Absent message not displayed correctly on 2420 terminals No speech path when paging over wan link this can rectified by setting FastStart on the VPN link Toggle feature on 64xx - Night Service key does not take group out of night service Workaround use conventional shortcode method for switching into and out of night service The 2420 internal speed dial feature will not work unless a call appearance button

13 has been defined On 64xx and 46xx phones you can access hunt group voic via the HC&P menu, this menu is not supported on the 2420 phone. Hunt group voic can be accessed either by use of PMPro or via a shortcode When dialling out if no more trunk lines are available the display on the phone returns to its on hook state after a short delay. No visual indication or busy tone is generated to indicate that the trunks are busy 7.2. Voice Mail Pro Dial By Name help file for Audix users only Queue messages stuck when hunt group name longer than 13 characters VM Pro continues to use the old User Callback Source Number Beep played at beginning of greeting message if recorded on 2420 phone $ for invalid extension will not work in conjunction with the timeout value Post Dial Action requires a Browse button for wav selection Post Dial requires radio button selection for normal or looped operation 7.3. User Applications When installing any applications from the user CD you must make sure that when the installation wizard asks you to Choose a User Name that you do not leave this entry blank. If you do this it will create problems if you later uninstall the applications to upgrade to a newer version. The impact of this is that all of your speed dials and call history will be deleted.

14 8. Technical Notes 8.1. Fax Transport Some confusion has arisen as to what functionality the IP Office Fax Transport Support option under the VPN line VoIP tab gives. This is a proprietary method of transporting fax traffic on a VoIP link. This is only available between IP Office systems, it will not interwork with Definity/MultiVantage and it is not T.38 compliant. Speeds of up to 14k4 are supported Upgrade Installation Notes for IP Office 403/406/412 If upgrading between software levels, for example from 1.3 to 1.4, you must also upgrade the IP Office Administration suite first using the 1.4 GA Administration CD. The new level of.bin software will need the matching level of Manager software to allow access to new configuration fields. When upgrading an IP Administration suite from one software level to another the recommended process is to uninstall the original IP Office Administration suite and then reinstall the new IP Office Administration suite of software. Please Note: Upgrading IP Office Control Unit software must only be done from a Manager PC with a static IP address on the same LAN as the IP Office. Do NOT attempt an upgrade across WAN or RAS links. Once the existing software is erased, the IP Office loader cannot communicate over WAN/RAS links to complete the upgrade. To upgrade the Control and Expansion units; see below 1. Ensure that you have received and made a copy of the IP Office's configuration. If the upgrade fails the current configuration may be erased so a backup copy is an essential precaution. 2. In Manager, select File Advanced Upgrade. This starts the UpgradeWiz application. 3. After a few seconds the wizard should list the Control Units and Expansion Modules found. 4. No Units Listed - If this occurs using the Broadcast Address of it implies that the Manager PC is not on the same LAN as the IP Office. You should not continue if this is the case, until you identify a Manager on the same LAN as the IP Office.

15 5. The list shows the current software level of the units and the level of the appropriate bin file it has available for each unit from those in the Manager's working folder. 6. Tick the boxes for those units that you want to upgrade. 7. In Manager select View TFTP Log. This will allow you to see the file transfer processes. Arrange the windows so that you can see both the TFTP Log and the UpgradeWiz. 8. You will be asked to enter the System Password 9. The process of erasing, download and installing will begin. 10. Following the upgrade the IP Office Control Unit should return to normal operation. 9. Manuals & CD s The latest IP Office manuals and CD s can be downloaded from the IP Office Website: Job Aids A number of Job Aids are now available to complement the technical manuals and offer a step-by-step how to do approach. Job Aids are also available at: IP Office Technical Training With the launch of IP Office Release 1.4, Avaya University is introducing a new and enhanced IP Office curriculum, which offers more learning in less time. Changes to the curriculum have been made in direct response to feedback we received from Business

16 Partners regarding course content, length and structure, as well as preferred learning styles. From April 2003 learners will now enter the implementation & maintenance curriculum by completing 3 web-based modules. Passing the assessment at the end of these modules will become a mandatory pre-requisite to attend the follow-on instructor-led workshops. The web-based modules and assessments will be available for enrolment on the Avaya Learning Center web site ( A new 5-day hands-on technical workshop (AVA00140H00) will replace what used to be 3 stand-alone courses, namely IP Office Core, Data Components and Voic Pro. The new 5-day course has been updated to IP Office release level 1.4 and now includes additional content on solution design and networking. The technical courses for IP Office Compact Contact Center will remain separate. Both the web-based & the instructor-led courses are being updated to CCC V4. Issued by: North America Tier IV/EI Support Group Internet: