Avaya IP600 User Manual

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555-233-001

Issue 5

November 2000

Copyright 2000, Avaya, Inc.
All Rights Reserved, Printed in U.S.A.

Notice

Every effort was made to ensure that the information in this book was
complete and accurate at the time of printing. However, information is
subject to change.

Avaya Web Page

The world wide web home page for Avaya is:
http://www.avaya.com

Preventing Toll Fraud

“Toll fraud” is the unauthorized use of your telecommunications sys­tem by an unauthorized party (for example, a person who is not a cor­porate employee, agent, subcontractor, or working on your company’s
behalf). Be aware that there may be a risk of toll fraud associated with
your system and that, if toll fraud occurs, it can result in substantial
additional charges for your telecommunications services .

Avaya Fraud Intervention

If you suspect you are being victimized by toll fraud and you need tech­nical support or assistance, call the appropriate BCS National Cus­tomer Care Center telephone number. Users of the MERLIN®,
PARTNER®, and System 25 products should call 1 800 628-2888.
Users of the System 75, System 85, DEFINITY® Generic 1, 2 and 3,
and DEFINITY® ECS products should call 1 800 643-2353.

Providing T elecommunications Security

Telecommunications security (of voice, data, and/or video communica­tions) is the prevention of any type of intrusion to (that is, either unau­thorized or malicious access to or use of your company’s
telecommunications equipment) by some party.

Your company’s “telecommunications equipment” includes both this
Avaya product and any other voice/data/video equipment that could be
accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent,
subcontractor, or working on your company’s behalf. Whereas, a
“malicious party” is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multi­plexed and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll­facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or altera tion,
regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to
your company (including, but not limited to, human/data privacy, intel­lectual property, material assets, financial resources, labor costs, and/or
legal costs).

Your Responsibility for Your Company’s Telecommunications
Security

The final responsibility for securing both this system and its networked

equipment rests with you – an Avaya customer’s system administrator,
your telecommunications peers, and your managers. Base the fulfill­ment of your responsibility on acquired knowledge and resources from
a variety of sources including but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure your:

• Avaya-provided telecommunications systems and their inter­faces

• Avaya-provided software applications, as well as their underly­ing hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products

Avaya does not warrant that this product or any of its networked equip­ment is either immune from or will prevent either unauthorized or mali­cious intrusions. Avaya will not be responsible for any charges, losses,
or damages that result from such intrusions.

Trademarks

AUDIX, CALLMASTER, CentreVu, CONVERSANT , DEFINITY,
Magic On Hold, PassageWay, and TransTalk are registered trademarks
and DEFINITY ONE, Avaya IP600, Guide Builder, I

NTUITY, and

SNAP Connection are trademarks of Lucent Technologies, Inc.
Microsoft and Windows are registered trademarks and Windows NT is
a trademark of Microsoft Corporation.
Macintosh is a registered trademark of Apple Computer, Inc.
Pentium is trademark of Intel Corporati on.
UNIX is a registered trademark of X/Open Company, Ltd.
FastCall is a registered trademark of Aurora Systems, Inc.
Commence is a trademark of Commence Corporation.
Octel is a registered trademark of Octel Communications Corporation.
PhoneLine is a registered trademark of CCOM Information Systems.
Ascend and Pipeline are registered trademarks of Ascend Communica­tions, Inc.
Hypercom is a registered trademark of Hypercom.
Sixth Sense is a registered trademark of AnswerSoft, Inc.
Informix is a registered trademark of Informix Software, Inc.
Intuition is a registered trademark of Answersoft, Inc.
FastCall is a registered trademark of Aurora Systems, Inc.

Ordering Information
Call: Avaya Publications Center

Voice 1 800 457-1235 International Voice [phone]
Fax [phone] International Fax [phone]

Write: Avaya Publications Center

2855 N. Franklin Road
Indianapolis, IN 46219 USA

For additional documents, refer to the section in “About This Docu­ment” entitled “Related Resources.”

Y o u can be placed on a standing order list for this and other documents
you may need. For more information on standing orders, or to be put on
a list to receive future issues of this document, contact the Avaya Publi­cations Center.

European Union Declaration of Conformity

The “CE” mark affixed to the equipment means that it conforms to the
above directives. Avaya Business Communications Systems declares
that XXX equipment specified in this document conforms to the refer­enced European Union (EU) Directives and Harmonized Standards
listed below:
EMC Directive 89/336/EEC
Low-Voltage Directive 73/23/EEC

Comments

To comment on this document, return the comment card at the end of
the document.
Intellectual property related to this product (including trademarks) and
registered to Lucent Technologies Inc. has been transferred or licensed
to Avaya Inc.

Any reference within the text to Lucent Technologies Inc. or Lucent
should be interpreted as references to Avaya Inc. The exception is
cross references to books published prior to April 1, 2001, which may
retain their original Lucent titles.

Avaya Inc. formed as a result of Lucent’ s pla nned restructuring,
designs builds and delivers voice, converged voice and data, customer
relationship management, messaging, multi-service networking and
structured cabling products and services. Avaya Labs is the research
and development arm for the company.

Contents

About This Document ix

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Intended audiences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

How to use this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Conventions used in this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x

Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x

Trademarks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

How to comment on this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xii

1 Introduction 1

Avaya IP600 Communications System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

DEFINITY Site Administration (DSA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Web Browser Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Call Accounting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

SNMP Native Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

System Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

AMIS Analog Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Rack-Mounted Cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Avaya IP600 Site Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Reliability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Incomparable service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2 Desktop/Console Solutions 11

Telephones for the global marketplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

4600-Series IP Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

IP Softphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Analog (single-line) telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Telephone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Wireless Handsets for X-Station Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Teleconferencing Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

SoundStation Audioconferencing Systems . . . . . . . . . . . . . . . . . . . . . . . . 20

Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

DEFINITY Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Overview for Avaya IP600 Internet Protocol Communications Server

555-233-001 — Issue 5 — November 2000

iii

Contents

3 Adjuncts 25

Power Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

On hold and delayed announcement systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Audio and visual paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Alerts and sensors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

External speakerphones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Security devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Call Accounting Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

4INTUITY AUDIX Messaging 31

Application overview of AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Additional sources of information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Accessing AUDIX Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Using DEFINITY Site Administration (DSA) . . . . . . . . . . . . . . . . . . . . . . . . .32

Review and test the DSA connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Using Telnet to access AUDIX Administration . . . . . . . . . . . . . . . . . . . . . . . .34

Features of AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Voice mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Avaya Message Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

FAX Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Bulletin Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

CornerStone Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

5 Call Center 43

Automatic Call Distribution (ACD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Basic Call Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

Call Center Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

Call Center Deluxe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Call Center Elite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

CentreVu Virtual Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

CentreVu Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

BCMS Vu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

CentreVu CT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

CentreVu Call Management System (CMS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

CMS add-on packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

CentreVu Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

CentreVu Explorer II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56

CentreVu Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

CentreVu Compact Call Center Solutions Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Overview for Avaya IP600 Internet Protocol Communications Server

iv

555-233-001 — Issue 5 — November 2000

Contents

6 Wireless Solutions 59

Medium-Range mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Long-Range mobility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

DEFINITY Wireless Business System PWT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

7 Computer Telephony Integration 63

Server-based solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Third-Party applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

8 Enterp rise Class IP Solutions 65

Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Avaya IP Softphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Road Warrior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Telecommuter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

CentreVu IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Native H.323 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Avaya IP Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Avaya R300 Remote Office Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

9 Telecommuting/Virtual Office 69

Avaya IP600 features for telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Remote Call Coverage/

Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net . . . . . . . . . . . . . . 69

Extended User Administration of Redirected

Calls (Telecommuting Access) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Personal Station Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Station Security Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Pipeline 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

DEFINITY Extender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

AUDIX features for telecommuting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

10 System Administration 73

DEFINITY Site Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Portless Administration/Administration Without Hardware . . . . . . . . . . . . . . . . . 76

Automatic Station Relocation/Terminal Translation Initialization . . . . . . . . . . . . . . 77

Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Basic reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Performance measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

ECS Reports Generator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Call Charge information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Call Detail Recording features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Variable format records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Call Detail Recording devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Overview for Avaya IP600 Internet Protocol Communications Server

555-233-001 — Issue 5 — November 2000

v

Contents

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

11 Networking 83

Uniform Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Distributed Communication System —

Integrated SDN and Non-Integrated SDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Distributed Communications System and ISDN . . . . . . . . . . . . . . . . . . . . . . .84

Avaya IP600 DCS networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

QSIG global networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

World-Class Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Network management features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Time of Day Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Automatic Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Automatic Alternate Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Generalized Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Facility Restriction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Authorization codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Network interfaces and equipment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Trunk group circuits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Digital interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

ISDN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

Main/Satellite/Tributary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

Electronic Tandem Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94

12 SNMP Native Agent Software 95

Agent Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Avaya IP600 Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Via the SNMP MIB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Via the SNMP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

SNMP Traps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

Avaya IP600 Co-Resident Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

GAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

WatchDog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

License Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

DSA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Logins and the LAC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Appendix A: Avaya IP600 Features 99

Automatic routing features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

Basic features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100

Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104

Private networking features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106

Trunk group features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

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Contents

Appendix B: Telephone Features 109

Handling Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Misoperation Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Call Redirection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Disconnecting Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

Speed/Convenience Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Active Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Telephone Self-Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Ringback Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 8

Last Number Dialed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 8

Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Recorded Telephone Dictation Access . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Emergency Access to the Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Manual Originating Line Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Trunk Flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Special Dial Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Call Charge Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Telephone Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Group Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Special Ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Appendix C: Attendant (Operator) Features 127

Attendant (Operator). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Attendant Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Accessing the Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Monitoring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Attendant with DCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Index 133

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Contents

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Overview for Avaya IP600 Internet Protocol Communications Server

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Purpose

This document provides a high-level overview of the features, components, and
capabilities of the Avaya IP600 Internet Protocol Communications Server. The Avaya
IP600 is based on DEFINITY systems architecture and software. For information on
how to install, administer, or maintain the Avaya IP600, see the DEFINITY ONE
Documents Main Menu on this CD.

This document is intended to provide an understanding of:

• Avaya IP600 components and features

• Additional solutions to further tailor Avaya IP600 to future needs

Intended audiences

This overview provides information for the following audiences:

• Customer end users and system administrators

About This Document

• Avaya account executives, representatives , and dist ributors who re quire hi gh-level

information about the system and its use

How to use this document

This document provides a basic understanding of the components, features, and
capabilities of the Avaya IP600. The information is useful in identifying applications
to increase employee productivity and effectiveness.

Overview chapters are:

• Chapter 1, Introd uctio n provides an overview of Avaya IP600, including features,

hardware, and software.

• Chapter 2, Desk top/Console Solutions describes the telephones and consoles

available with Avaya IP600.

• Chapter 3, Adjuncts describes the adjuncts available with Avaya IP600.

• Chapter 4, Intuity AUDIX Messaging describes the AUDIX application and

features on Avaya IP600 and provides a high-level overview of application
capabilities and functionality.

• Chapter 5, Call Center escribes advanced call-handling applications and call center

management capabilities.

• Chapter 6, Wireless Solutions describes applications that enable employees to stay

in touch with co-workers and clients from both on-site and off-site locations.

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Conventions used in this document

• Chapter 7, Computer Telephony Integration describes the applications that enable

employees to combine computer and telephone functions to access client
information.

• Chapter 8, Enterprise Class IP Solutions describes the capabilities and applications

that support audio/voice over a LAN or WAN.

• Chapter 9, Telecommuting/Virtual Office describes applications that enable

employees to work effectively off-site.

• Chapter 10, System Admin istration describes applications to help manage Avaya

IP600, including the DEFINITY Site Administration (DSA) tool.

• Chapter 11, Networking describes connection applications for various voice and

data networks.

• Chapter 12, SNMP Native Agent Software describes the SNMP interface to the

system’s alarm and error tables, performance measurements, and configuration
data.

• Appendix A, Avaya IP600 Features lists the features of Avaya IP600.

Conventions used in this document

Security

The following conventions are used in this document:

• The term system is used to represent Avaya IP600.

• The term switch is used to represent other telecommunications switching products.

Avaya IP600 security is extremely important to Avaya. See the BCS Products

Security Handbook (555-025-600) and the Avaya IP600 documentation for security

measures for your system.

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Trademarks

Trademarks

This document contains references to the following Lucent or Avaya trademarked
products:

• AUDIX

• CallVisor

• DEFINITY

• Avaya IP600 Internet Protocol Communications Server

• INTUITY

• CentreVu

• BCMS Vu

• PassageWay

• CALLMASTER

• Magic On Hold

• CONVERSANT

®

®

®

®

®

®

®

®

®

®

The following products are trademarked by their appropriate vendor:

• LINX

• Netscape Navigator

™

is a trademark of Illinois Tool Works, Incorporated.

®

is a registered trademark of Netscape Communications

Corporation.

• pcAnywhere

• Windows NT

Microsoft

• Paradyne

• U.S. Robotics

• Pentium

• Macintosh

• UNIX

• FastCall

• Commence

• Octel

• PhoneLine

• Ascend

• Hypercom

• Sixth Sense

• Informix

• Intuition

• FastCall

®

is a registered trademark of Dynamic Microprocessor Associates.

™

is a trademark, and Windows® is a registered trademark, of

®

Corporation.

™

is a trademark of Paradyne Corporation.

®

is a registered trademark of U.S. Robotics Corporation.

™

is trademark of Intel Corporation.

®

is a registered trademark of Apple Computer, Inc.

®

is a registered trademark of X/Open Company, Ltd.

®

is a registered trademark of Aurora Systems, Inc.

™

is a trademark of Commence Corporation.

®

is a registered trademark of Octel Communications Corporation.

®

is a registered trademark of CCOM Information Systems.

®

and Pipeline® are registered trademarks of Ascend Co mmunications, In c.

®

is a registered trademark of Hypercom.

®

is a registered trademark of AnswerSoft, Inc.

®

is a registered trademark of Informix Software, Inc.

®

is a registered trademark of Answersoft, Inc.

®

is a registered trademark of Aurora Systems, Inc.

Overview for Avaya IP600 Internet Protocol Communications Server

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How to comment on this document

How to comment on this document

Avaya welcomes feedback. Please complete and return the reader comment form at
the back of the document.

If the reader comment form is missing for Overview for Avaya IP600 Internet

Protocol Commun icat i ons Server, (555-233-001), Issue 5, fax your comments to

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Overview for Avaya IP600 Internet Protocol Communications Server

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1 Introduction

With the use of the Internet and e-commerce, the paradigm of business is shifting from brick and mortar to the
virtual enterprise. This shift is allowing small and large businesses alike to take advantage of new opportunities
and find new ways to communicate with their customers.

Competition is fierce as this new technology begins to level the playing field, allowing small companies to more
easily compete with larger companies without acquiring a large number of employees or large corporate
infrastructure. T o com pete, the smaller businesses must present an image of a lar ger company throu gh their sales
and customer service operations, as well as their day-to-day communications with their customers. These small
companies need sophisticated, highly reliable tools to ef fectively run their op erations, improv e customer serv ice,
and make the most effective use of their limited resources.

Larger companies face a similar challenge, having to present the same corporate image through all of their
locations, large and small. It is critical that their customers receive the same level of service and have the same
tools deployed to the field as are in use at the company’s headquarters. Ensuring that the customer experience is
consistent across all locations can help to improve customer satisfaction and build customer loyalty.

Thus, for both a small business and a sm all bran ch of a large corporation, the tools needed to provid e the h ighes t
level of customer service and improve employee productivity are critical. The most critical of thos e tools are the
communications systems used within the business. These systems provide not only the data and
telecommunications resources for the business but also the foundatio n for the other service and productivity
enhancing applications.

The Avaya IP600 Internet Protocol Communications Server brings together the successes of three Avaya
products to create a new standard in multiservice IP telephony:

• Call processing that runs on a customized surround-supported NT operating

system, co-resident with sophisticated and integrated voice/fax mail, call centers,
announcements, SMDR, and Web-based system administration. Additionally,
SNMP agent is supported as an option to the standard Expert systems interface.

• Complete IP Gateway and IP Gatekeeper functions that support 100% TCP/IP

transport of merged voice and data to the desktop as well as to the network
clouds.

• Integration with traditional DEFINI TY por t architectu r e that leverages millions

of lines of proven code and proven hardware to provide world class
reliability/availability and feature richness with the emerging technology of Voice

over IP.
This document provides on overview of the Avaya IP600.
Avaya IP600 is a high functionality communications system for customers in the 25-40 line size or smaller with

growth potential to 240 IP end points and 400 ports total. This offer supports DEFINITY® Release 9 software,

INTUITY® AUDIX® Release 4.4 messaging, and DEFINITY Site Administration (DSA) Release 1.5 on a
single hardware platform.

Application integration results in easy administrati on on th e Windows NT 4.0 operating system. In addition,
outside adjuncts and associated connectivity and maintenance costs are eliminated and functi onality is
consolidated into a single cabinet, creating a cost-effective platform.

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Avaya IP600 Communications System 1

Avaya IP600 allows for business growth without additional investm ent. The circuit packs, phones, and cabinet
can be used seamlessly in networks with DEFINITY systems, and the port circuit packs and telephones are
common accross the whole IP600/DEFINITY product line.

Avaya IP600 Communications System

Avaya IP600 supports DEFINITY ECS Release 9 software, allowing full
functionality, including support for the 4600-, 6200-, 6400-, 8400- and 8500-series
telephones and terminals. The following features are offered:

• DEFINITY station and trunk circuit packs, such as C-LAN and IP Media

Processor

• Asynchronous Transfer Mode (ATM) and features, such as telecommuting

• Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) access

and Distributed Communications System (DCS) and QSIG private networking

• Software options, such as Co-Resident Announcements, SNMP Agent, BCMS

Vu, and CentreVu CT Server

• DLG Enhancement, which allows adjunct routing to asai /adjlk

See Appendix A, Avaya IP600 Features for a complete list of Avaya IP600 features.

Announcements

The Avaya IP600 processor supports 8 ports of integrated SSP announcements. They
are stored on the hard drive and can be backed up just as translations are. The
processor supports 1 hour of noncompressed speech (28.8 Mbytes). You can also
import *.wav files. You can add ports using the TN 750C, bu t the TN750C cannot use
*.wav files. For any given announcement port, up to 256 users can be connected at
any one time.

AUDIX

AUDIX provides a messaging communications solution for unified voice and fax
messaging. Accessing voice mail and fax via phone, PC, laptop, and wireless saves
the user valuable time. Release 4.4 of AUDIX includes several enhancements in

media, access, and connectivity that offer the first truly “universal” messaging
product. AUDIX provides voice, fax, and text messaging together with text-to­speech, and Message Manager func tionality on a s ingle process or. The new processor
board provides DSP resources for messaging and support for TCP/IP.

TCP/IP links.
This feature is co-resident on the processor and does not require any additional
hardware.

In addition, the AUDIX CornerStone software base has been modified to support co­resident announcements.

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DEFINITY Site Administration (DSA)

DEFINITY Site Administration (DSA)

DEFINITY Site Administr atio n (DSA) is a Windows- based sy stem manag ement t ool
that provides an easy-to-use interface with the Avaya IP600 and AUDIX. The built-in
wizards globally update records, add users, and complete other administrative and
maintenance tasks. The IP600 is administered on a Windows-based computer. DSA
has pull-down menus and online help. Shortcuts can be created to frequently used
commands and to templates for frequently used tasks. DSA uses the Graphically
Enhanced DEFINITY Interface (GEDI); however, the standard SAT (system
administration terminal) interface remains available through terminal emulation.

Call Center

Call Center functionality in Avaya IP600 consists of the following:

• Basic, Deluxe or Elite Call Center software

• Basic Call Management System (BCMS) monitoring and reporting

• Access to BCMS through DSA using SAT emulation (only one BCMS

monitoring/reporting session may be active at one time)

1

• Scheduled printing of BCMS historical reports is not supported

• BCMS Vu support via the LAN (TN795 processor), which is a stand-alone

product that connects to the Avaya IP600 system via the LAN. This option is
available at additional cost and is field installable.

• CentreVu CT Server, which is offered as a stand-alone product that connects to

the Avaya IP600 system via the LAN. This option is available at additional cost
and is field installable.

• Call Management System (CMS) support via the C-LAN board (TN799C)

• TSAPI support via the C-LAN board or the LAN (TN795 processor)

• Passageway Direct Connect support

Web Browser Access

Avaya IP600 can be administered through a web interface. Using a PEER WEB
server through a LAN connection, the administrator ca n download software (Message
Manager, DSA), connect to DEFINITY ECS or INTUITY, schedul e a back up or look
at backup results, restore from a backup, and start pcAnywhere to act as a console to
Avaya IP600.

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Call Accounting 1

Call Accounting

Call Accounting controls communications costs with accurate reporting on calls
processed and effective cost-allocation methods. Call Accounting stores call records
from phone extensions and assigns costs to the calls. The system also creates ad-hoc
reports to manipulate call data and charge-back call expenses to clients or
departments. Detection of toll fraud and maintenance of call records are also features
of call accounting. Station Message Detail Recording (SMDR) records are written in
real time to a file on the local hard disk. Because of Ethernet connectivity, this
information is easily accessed from anywhere on the LAN or WAN.

SNMP Native Agent

SNMP Native Agent is a software module loaded on all systems and available at

additional cost. Native Agent provides a SNMP interface to the system’s alarm and
error tables, select performance measurements, and select configuration data. It also
supports SNMP traps for DEFINITY alarms and restarts, INTUITY alarms, and
Windows NT events.

System Administration

Avaya IP600 offers the DEFINITY Site Administration (DSA) Release 1.5 package.

AMIS Analog Networking

The Audio Messaging Interchange Specification (AMIS) Analog Networking feature
lets subscribers exchange voice mail messages with voice messaging systems
anywhere in the world, provided those systems also have AMIS analog networking
capabilities. The Message Delivery feature allows subscribers to send recorded
messages to any touch-tone telephone, including a residence telephone.

AMIS Netw orking involves:

• Establishing machine names

• Administration of dial strings for all AMIS nodes

• Administration of address ranges

• Testing with other vendors (this requires test mailboxes with password access)

• Post-implementation support for five consecutive business days, with the

understanding that the translations have not been changed or modified by the
customer

Customers implementing AMIS or TCP/IP networking should consider using the
Node Implementation and Test ing Offer, which includes ad ministrat ion and testin g of
end points. Ask your service representative for details.

Note: Avaya IP600’s TCP/IP design is targeted for Mach 4 and above systems.

Systems using IP55 TCP/IP will not function with Avaya IP600.

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Hardware

Hardware

The major components of the Avaya IP600 include the following circuit packs: a
TN744 call classifier, TN2302AP IP media processor (IP gateway), a TN799C
C-LAN, and a TN795 processor. The processor circuit pack contains:

• Windows NT 4.0 operating system with on-board Pentium processor chip

• Secondary (Motorola) processor running appli cation management firm ware

• NT to firmware interface

• Tone clock functionality equivalent to a TN2182 circuit pack

• AUDIX hardware/software with virtual AUDIX ports

• Announcement hardware/software with virtual announcement ports

Rack-Mounted Cabinet

The Avaya IP600 rack-mounted cabinet weighs 40-50 pounds (180-225 kilograms)
fully loaded and is about 12 x 19 x 22 inches (30 x 48 x 55 centimeters — see Figure

1).

It includes 10 slots for circuit packs and a power supply and supports up to 400
ports (may require a second cabinet). The TN795 circuit pack must be in slot 2. The
cabinet is designed for rack mounting but can be floor mounted.

1

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Hardware 1

Figure 1. Avaya IP600 Rack-Mounted Cabinet

1 Grounding Receptacle
2 650A Power Supply
3 TN795 Proce s sor
4 TN744D Call-Classifier-

5 TN799B/C C-LAN

Slots 1 and 2 are reserved for the TN795 circuit pack. Slot 3 is recommended for the
TN744D circuit pack, but any other slot is acceptable.

Avaya IP600 Site Requirements

Avaya IP 600 is designed to be mounted in a standard 19-inch (48 cm) data rack that
has been properly pre-installed and secured as per the EIA 464 (or equivalent)
standards. The Avaya 1P 600 cabine t can b e fr ont moun ted (a s shi pped) or mou nted at
its midpoint.

The customer is responsible for pro viding the r ack and havi ng it installed and secured
prior to Avaya IP600 installation. This also applies to providing AC power to the
rack. The technicians trained to install the Avaya IP600 do not typically have the
tools or proper training for data rack installation.

Installation requires 1 foot (30 cm) of clearance in the rear, and 18 inches (45 cm) of
clearance in the front, which is consistent with the EIA 464 data rack standards. In a
two-cabinet configuration, the dimensions of the TDM/LAN cable require that the
B cabinet be mounted directly over the A cabinet (flush).

Detector

6 TN2302AP IP Media Processor
7 Storage Area (containing grounding

wrist strap, backup PCMIA
flashcard, and documentation
library CD)

8 Fiber pass-through area

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Hardware

The Avaya IP600 should be installed in a well-ventilated area. Maximum equipment
performance is achieved at an ambient temperature between 40 and 120 °F (4 and

49 °C) for a short-term operation (not more than 72 consecuti ve hours or 15 days in a
year) and up to 110 °F (43 °C) for a continuous operation.

The relative humidity range is 10% to 95% at up to 84 °F (29 °C). Above this,
maximum relative humidity decreases from 95% down to 32% at 120 °F (49 °C).
Installations outside these limits may reduce system life or affect operation. The
recommended temperature and humidity range is 65 to 85 °F (18 to 29 °C) at 20% to
60% relative humidity.

The other Environmental Considerations and System Protection requirements
described in the DEFINITY ECS Systems Description under “Site Requirements”
apply to the Avaya IP600 as well.

Table 1. Cabinet Power Source Information

Cabinet Style and Power

1

Power Sources Power Input Receptacles

Distribution Unit

1

Rack Mount Cabinet. AC power

(650A integrated power

supply
supply)

Single phase 120 VAC with neu tral
Single phase 240 VAC with neu tral

120 VAC, 60 Hz NEMA 5-15 R
240 VAC, 50 Hz IEC 320
Japan installations use country

specific receptacles for 100 and
200 VAC, 50/60 Hz

1

There is no integrated DC power supply. DC rectifiers can be used if desired; follow manufacturer’s instructions.

Table 2. Circuit Breakers for AC-Powered Cabinets

Cabinet Type Circuit Breaker Size

Rack Mount Cabinet (120 VAC) 60 Hz 15 A
Rack Mount Cabinet (240 VAC) 50 Hz 10 A

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7

Reliability 1

Reliability

High reliabiity and availability has been a cornerstone of DEFINITY systems. The
hardware is designed to detect and correct errors as they occur, to minimize the
number of components that cause system outage, and to simplify fault isolation to a
replaceable component. Error detection and correction, system reconfiguration, and
alarming escalation paths provide necessary performance elements. The software is
designed to recover from intermittent failures and to continue pro viding service with
a minimum of disruption.

The maintenance subsystem manages three categories of maintenance objects:
hardware maintenance objects (MOs), software processes, and data relationships.
Hardware MOs are tested, alarmed and removed from service by the software. When
the problem is isolated, the object is replaced. If a software process encounters
trouble, it is recovered or restarted. Data relationships are audited and corrected.

Studies have shown that 95% of problems experienced by DEFINITY systems are
self-corrected and occur without affecting the customer. All systems are provided
with remote diagnostics capability, which enables rapid troubleshooting and
maintenance in the cases where the system cannot heal itself. This whole
sophisticated maintenance management implementation is the prerequiste to the

99.99 - 99.999+% availability of DEFINITY systems.
The maintenance philosophy is carried forward into the Avaya IP600, with its new

subsystems maintenance management needs added. For example, the following
design elements help assure high availability of the Windows NT operatin g s ystem:

• A secondary on-board processor complex supports initialization, monitoring, and

recovery functions for all applications running on the Windows NT OS. The
secondary processor takes corrective action when problems are detected in a way
to minimize user impact.

• DiskKeeper code is incorporated and runs regularly to eliminate disk

fragmentation problems.

• Applications running on the OS are thoroughly pretested to assure proper

performance. This OS is closed to any applications other than the manufacturer­provided ones to avoid interference of operation.

• The Windows NT event log is proactively scanned for potential service affecting

items. If found, alarms are generated, and, if necessary, a service technician is
dispatched.

As another example, the new cabinet uses a three fan, hot replaceable, assembly. The
fans automatically sense temperature and adjust their operating speed accordingly. If
one fan fails, the other two speed up an d are mo re t han ade quat e t o pr ovide sufficient
cooling for weeks (or more). In parallel, an alarm is created that dispatches a
technician to replace the fan unit.

Coresident applications running on the Windows NT OS reduce cost and complexity
by eliminating unnecessary boxes, cabling, and administration tasks. The result is a
system that is easier to install and configure than traditional solutions with less risk of
error. The integrated DSA tool simplifies the task of configuring the Avaya IP600 and
AUDIX, which in turn reduces the likelihood of down time from administration
errors.

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Incomparable service

Avaya IP600 also provides

• System survival of minor power disruptions without service interruption

• Automatic restoratio n of the last saved version following a power outage

• Scheduled centralized backups of critical system information at remote sites. In

an emergency, multiple copies of translations, AUDIX subscriber information,
and the Windows NT registry are available. Saved information can be quickly
restored.

• IP trunk fail-over to the PSTN (QOS thresho lds can be set to drive shift to and

from PSTN)

• Option of Emergency Transfer equipment that cuts up to 6 analog lines directly

through to CO analog trunks.

Anticipated availability of the Avaya IP600 is 99.99%.

Incomparable service

Avaya IP600 customers enjoy incomparable service. Avaya’s knowledgeable sales
associates and technicians are thoroughly trained in remote alarming , expert systems,
troubleshooting, and disaster-recovery procedures.

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9

Incomparable service 1

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2 Desktop/Console Solutions

The communications needs of people in your company vary widely. Some may require only basic telephone
service. Others may need effective messaging services or high-speed data communications and access to a
variety of host and personal computers.

A vaya IP600 bri ngs voice communi cations, data com munications, and mes saging together on t he desktop, which
enables you to customize the types of service for various users.

Note:

Some applications and products are unavailable in s ome countries. Please
check with your local distributor for further information about the
features and applications available to you.

Telephones for the global marketplace

A wide variety of telephones, ranging from basic single-line to sophisticated digital
service that integrates voice and data communications, are available with Avaya
IP600. You can incorporate a mixture of telephone types based on user job function.
All of the telephones are easy to use and provide the ability to tap into the power of
Avaya IP600.

Avaya IP600 supports four basic families of telephones—Internet Protocol (IP),
Digital Communications Protocol (DCP), Analog, and Basic Rate Interface (BRI).
These terms describe how each type of telephone communicates with the Avaya
IP600. These families of telephones are designed to accommodate the types of
communications various u sers require. All teleph ones have tou ch-tone di aling and th e
message-waiting lamp for notification of messages.

The IP, DCP, and BRI sets use digital transmission for integrated voice, data, and
control signals. These telephones provide a rich array of time-saving and value­adding features.

With help from our many global customers, Avaya has developed the 4600-, 6400-,
8400-, and 6200-series telephones to meet the demand for telephones in the global
marketplace.

4600-Series IP Telephones

The 4600-series IP tele phones are high ly integ rated, h igh functio n standar ds-based IP
end points. They are designed for superior audio quality with full duplex
speakerphone and echo cancellation capability. The telephones have two
10/100 Mbps automatic negotiating Ethernet connections: one for the phone and one
for a PC. "Blackburst" technology is used to assure that the voice packets receive
sufficient priority. G.711, G.729A/B and G.723.1 compression schemes are all
supported. (Availability of the compression algorithms is delayed but will be
provided to all existing customers free of charge when available). A universal serial
bus and an infrared port are built in, ready to support future applications.

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Telephones for the global marketplace 2

These telephones emulate the DCP 6400-series telephones and provide all of the same
features except for the group listen speakerphone feature. For a complete list of
telephone features, see Appendix B, Telephone Features.

The 4600-series IP telephones can be used with static or dynamic addressing.
Dynamic addressing requi res a Dynamic Hos t Configurat ion Protoco l (DHCP) server.
Dynamic addressing is one key to reducing phone reconfiguration expenses incurred
due to moves. Trivial File Transfer Protocol (TFTP) is supported and allows firmware
to be upgraded over the LAN. A TFTP server will be provided free of charge to
customers so that they can benefit from future upgrades.

Avaya IP600 supports the following 4600-Series telephones:

• 4624 IP telephone

The 4624 IP telephone is a digital, multi-line IP telephone that has 24 call
appearance/ feature buttons and a 2-line by 24-character display . This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility . The 4624 has 12 additional features that are
accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. The 4624 has a built-in 2-way speakerphone and can
be wall mounted.

• 4612 IP telephone

IP Softphones

The 4612 IP telephone is a digital, multiline IP telephone that has 12 call
appearance/ feature buttons and a 2-line by 24-char acter display. The 4612 has 12
additional features that are accessible via the 2-line by 24-character display and
are selected by the four display- associated soft keys. The 4612 has a built-in
2-way speakerphone and can be wall mounted.

• 4606 IP telephone

The 4606 IP telephone is a digital, single- line IP telephone with 6 call
appearance/feature buttons and a 2-line by 16-character display. The 4606 has a
built-in 2-way speakerphone and can be wall mounted. There are no soft keys
associated with the display.

Requirements

The 4600-Series telephones require the TN2302 IP Media Processor circuit pack for
the audio capability. They also require the TN799C Control-LAN (C-LAN) circuit
pack for the signaling capability.

IP Softphones extend the level of DEFINITY services. They turn a PC or a laptop into
an advanced telephone. Users can place calls, take calls, and handle multiple calls on
their PCs. For a discussion of the types of Softp hones available with IP Solutions for
Avaya IP600, see ‘‘Avaya IP Softphones’’ on page 66.

The following DCP telephones are available:

• 6400-Series digital telephones

12

• 8400-Series digital telephones

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Telephones for the global marketplace

2

6400-Series digital telephones

6400-Series DCP telephones

The 6400-Series digital telephones are versatile 2-wire DCP telephones that support
all of the key/hybrid features of Avaya IP600. These telephones have a new, global
design and include the following additional features:

• Date and time display

• Feature button that allows switchhook control of a headset

• Conference, Transfer, Hold, and Last Number Dialed fixed feature buttons

• Group Listen capability that allows you to use your handset or headset while

others in the room listen via a speakerphone. This 2-way handset, 1-way speaker
mode allows you to serve as a spokesperson for a group.

• Station User Administration capability that allows you to program certain features

on the telephone yourself.

• Whisper Page that allows an assistant to announce a second call to a company

official during an active call on the official’s telephone. The announcement is
heard only by the official.

• Auto Call Times that allows each call to be timed automatically upon answer. The

elapsed call displays on the telephone. The timer is stopped automatically when a
call is ended or placed on hold.

The 6400 Tip/Ring Module enables a 6400-series analog adjunct, such as a fax
machine or modem to operate independently on 12 channels with its own extension.

Avaya IP600 supports the following 6400-Series DCP telephones:

• 6402 telephone

The 6402 telephone is a digital, single-line DCP telephone without a display; it
can be wall mounted. This cost-effective, entry-level telephone is designed for
users with basic call handling requirements. The 6402 is ideal for areas where
there is minimum use, such as reception areas, copy rooms, file rooms, or
warehouse locations. This telephone has a Feature button for accessing up to 12
system features and a built-in, 1-way (listen-only) speakerphone that facilitates
off-hook dialing and listening to voice mail or broadcast messages.

• 6402D telephone

The 6402D telephone is a digital, single-line DCP telephone with a 2-line by 16­character display. This telephone has a Feature button for accessing up to 12
system features. The 6402D has a 1-way (listen-only) speakerphone and can be
wall mounted. There are no soft keys associated with the display.

• 6408+ telephone

The 6408+ telephone is a digital, multiline DCP telephone that has 8 call
appearance/feature buttons. This telephone has no display and can be wall
mounted. The 6408+ is designed for users who need multiline appearances and
extensive features. The 6408+ has a built-in 2-way speakerphone and
programmable keys so users can access more system features from the telephone.

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Telephones for the global marketplace 2

• 6408D+ telephone

The 6408D+ telephone is a digital, multiline DCP telephone that has 8 call
appearance/feature buttons and a 2-line by 24-character d isplay. This telephone is
designed for users who need multiple line appearances and extensive features.
The 6408D+ has 12 additional features that are accessible via the 2-line by 24­character display and are selected by the four display-associated soft keys. The
6408D+ has a built-in 2-way speakerphone and can be wall mounted.

• 6416D+ telephone

The 6416D+ telephone is a digital, multiline DCP telephone that has 16 call
appearance/feature buttons and a 2-line by 24-character d isplay. This telephone is
designed for users with call coverage responsibilities who need multiline
appearances and extensive features. The 6416D+ has 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. A 24-button expansion module can be added to
provide 24 additional auxiliary buttons. (The 24-button expansion module
requires power from the station or the closet.) The 6416D+ has a built-in 2-way
speakerphone and can be wall mounted when not used with the 24-button
expansion module.

• 6416D+M telephone

The 6416D+M telephone is a digital, multiline DCP telephone that has 16 call
appearance/feature buttons and a 2-line by 24-character d isplay. This telephone is
designed for users with call coverage responsibility who need multiline
appearances and extensive features. The 6416D+M has 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys.

A 24-button expansion module ca n be added to provide 24 additiona l auxiliary
buttons. (The 24-button expansion module requires power from the station or the
closet.) The 6416D+M allows you to install a 100A T ip/Ring module, provi ding a
connection between the telephone and such analog adjuncts as modems, fax
machines, analog conference-quality speakerphones, answering machines, and
TDD machines commonly used by the hearing impaired. The 6416D+M has a
built-in 2-way speakerphone and can be wall mounted. The 6416D+M also has a
built-in headset jack.

• 6424D+ telephone

The 6424D+ telephone is a digital, multiline DCP telephone that has 24 call
appearance/feature buttons and a 2-line by 24-character d isplay. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 6424D+ h as 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. The 6424D+ has a built-in 2-way speakerphone and
can be wall mounted. A 24-button expansion module can be added to provide 24
additional auxiliary buttons. (The 24-button expansion module requires power
from the station or the closet.)

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Telephones for the global marketplace

• 6424D+M telephone

The 6424D+M telephone is a digital, multiline DCP telephone that has 24 call
appearance/feature buttons and a 2-line by 24-character d isplay. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 6424D+M has 12 additional features
that are accessible via the 2-line by 24-character display and are selected by the
four display-associated soft keys. The 6424D+M allows you to install a 100A
Tip/Ring module, providing a connection between the telephone and such analog
adjuncts as modems, fax machines, analog conference-quality speakerphones,
answering machines, and TDD machines commonly used by the hearing
impaired. The 6424D+M has a built-in 2-way speakerphone and can be wall
mounted. A 24-button expansion module can be added to provide 24 additional
auxiliary buttons. (The 24-button expansion module requires power from the
station or the closet.) The 6424D+M also has a built-in headset jack.

Requirements

The 6400-Series telephones are su ppo rt ed by the fol l owing 2-wire DCP circuit packs:

• TN2224 (24-port circuit pack)

• TN2214 (international 24-port circuit pack)

2

8400-Series digital telephones

The 8400-Series telephones are versatile 2-wire/4-wire DCP telephones that offer
flexibility and cost savings and support most of the key/hybrid features of Avaya
IP600. (T abl e 3 on page 16 shows the differences between the 8400-Series telephon es
and 6400-Series telephones.) These telephones detect automatically whether they are
plugged into a 2-wire or 4-wire digital line circuit card.

Note:

The 8400-Series telephones are not offered with Avaya IP600 systems
sales. However, you can purchase these telephones from Avaya.

Avaya IP600 supports the following 8400-Series telephones:

• 8403 telephone

The 8403 is a 3-line telephone without a display that can be wall mounted. This
telephone has a built-in, 1-way (listen-only) speakerphone and three
programmable buttons.

• 8405B telephone

The 8405B is a 5-line telephone without a display and that can be wall mounted.
The 8405B has a built-in 1-way speaker and programmable keys.

• 8405D+ telephone

The 8405D+ is a 5-line telephone with a 2-line, 24-character display that can be
wall mounted. This telephone has a built-in 2-way speaker and programmable
keys.

• 8410B telephone

The 8410B is a 10-line telephone without a display that can be wall mounted. The
8410B has a built-in 2-way speakerphone and programmable keys.

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Telephones for the global marketplace 2

• 8410D telephone

The 8410D is a 10-line telephone with a 2-line, 24-character display. The 8410D
has 12 additional features that are accessible via the 2-line by 24-character
display and are selected by the four display-associated soft keys. This telephone
can be wall mounted.

• 8411D telephone

The 8411D is a 10-line telephone with a 2-line, 24-character display. This
telephone is an enhanced version of the 8410D telephone that has a built-in
RJ11C jack, which provides an interface to analog telephone devices (such as a
telecopier or a modem) and an RS232 data interface for PassageWay Direct
Connection. The 8411D has a built-in 2-way speakerphone and programmable
keys. The 8411D has 12 additional features that are accessible via the 2-line by
24-character display and are selected by the 4 display-associated soft keys. This
telephone cannot be wall mounted.

• 8434DX telephone

The 8434DX telephone is a 34-button telephone with a 2-line, 40-character
display. The 8434DX has a built-in 2-way speakerphone and programmable keys.
The 8434DX has 12 additional features that are accessible via the 2-line by 40­character display and are selected by the four display-associated soft keys. A 24­button expansion module can be added. (The 24-button expansion module
requires power from the station or the closet.)

Table 3. Differences between the 6400-Series telephones and 8400-Series

telephones.

Feature 6400-Series

telephones

8400-Series
telephones

Whisper Page Yes Yes
Group Page Yes Yes
Bridged Appearance Yes Yes
Personal CO Line

Yes Yes

Appearance
Directed Call Pick-up Yes Yes
Group Listening Yes No
Station User

Yes No

Administration
Time/Day Default Yes No
Adjustable Display Yes No
Pull-out Tray Yes No
Headset without handset

Yes No

offhook

1 of 2

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Telephones for the global marketplace

2

Table 3. Differences between the 6400-Series telephones and 8400-Series

Dual-Purpose NEXT

telephones.

Feature 6400-Series

telephones

Yes No

8400-Series
telephones

button
Auxiliary Jack No Yes
Tip/Ring Interface 6416D+M and 6424D+M

Yes (8411)

only
2- and 4- wire 2-wire only Yes
RS-232 CTI Interface No Yes (8411)
AD Labeling Yes Yes
Active Dialing Yes Yes
Context-Sensitive Help Yes Yes
Automatic Timer Yes No

2 of 2

Requirements

The 8400-Series telephones are compatible with all 2-wire and 4-wire DCP circuit
packs.

Analog (single-line) telephones

Single-line telephones are an economical choice for users who do not handle many
calls and do not use modems and fax machines extensively.

All signals between analog telephones and the DEFINITY system are analog over a
pair of wires. Only one incoming call can ring at a time, but the telepho ne can actually

handle two calls — one active and one on hold.
Depending on the particular tel ephone, you can altern ate between two cal ls or set up a

three-way conference using the switchhook or flash button. You can access Avaya
IP600 voice features either by entering access codes from your touch-tone keypad or
by pressing feature buttons.

Avaya IP600 supports the 6200-Series analog telephone.

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Telephones for the global marketplace 2

6200-Series analog telephones

Telephone Features

The 6200-Series telephones are single-line, analog telephones.
Three 6200 telephones are available:

• 6210 telephone

The 6210 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in Data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line.

• 6218 telephone

The 6218 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in Data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the sing le analog line. The 6 218 also has 8 s peed
dial buttons and a 2-way speakerphone. The 6218 telephone is available in the
United States only.

• 6220 telephone

The 6220 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line. The 6220 also has 10
speed dial buttons and a 2-way speakerphone.

For additional information on digital telephone features, see Appendix B, Telephone

Features.

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Wireless Handsets for X-Station Mobility

Wireless Handsets for X-Station Mobility

X-Station Mobility allows remote users to access switch features. That is, X-Station
Mobility allows certain OEM wireless telephones remoted over a PRI trunk interface
to be controlled by the Avaya IP600 as if the telephones were directly connected to

the switch. The telephones are administered to be of the type “X-Mobile” and have
additional administration information on the station form that assigns th e capabilities
of a remote station to the associated PRI trunk group. The wireless telephones thus
have access to such DEFINITY features as call-associated display, bridging, messag e
waiting, call redirection, and so forth.

The X-Station Mobility feature offers the following enhancements:

• Cluster ID Administration — assigns and reuses cluster IDs based on the radio

controller. It significantly eases provisioning of DEFINITY Wireless Business
Systems (DWBS) having more than 32 radio controllers.

• Increased Radio Controller Capacity — increases the maximum number of

DWBS radio controllers from 50 to 150 to support customers with large,
multiple-building locations. Associated radio controllers can be placed in
different port net work s. Ho wever, the radio controllers must be isolated from one
another to avoid interference.

2

• Large Displays — provides for all of the Avaya IP600 call information to be

displayed. The information can be formatted to fit a variety of display
dimensions, and formatting is administered through a field on the station form.

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19

Teleconferencing Products 2

Teleconferencing Products

SoundStation Audioconferencing Systems

Avaya’s SoundStation and SoundStation EX Audioconferencing Systems enable a
group of people in a conference room to share their conversation with others through
a telephone connection. The Soundstation equipment permits natural conversation
among many people — whether strong or soft, or from a standing or sitting position.

• SoundStation — Three microphones and a digitally tuned speaker provide

360-degree coverage, whether you use the system in an office or a conference
room. It connects to an analog telephone line. The built-in keypad includes a mute
button and a flash key . An additional port allows yo u to connect the speakerphone
to a tape recorder.

• SoundStation EX — This system includes all the features and functions of the

SoundStation. It accommodates larger conferences by including two palm-sized
external microphones that can be positioned up to 6 feet (1.8 m) on either side of
the center console. An optional wireless microphone is available for stand-up
presenters. See Figure 2 for an illustration of the SoundStation EX with External
Microphones.

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Teleconferencing Products

Figure 2. Soundstation EX with External Microphones

23

1

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21

Attendant Consoles 2

Attendant Consoles

To increase the effectiveness of attendants handling calls, Avaya IP600 offers the
following tools:

• DEFINITY 302C Attendant Console (requires connectivity to a 2-wire DCP

circuit pack)

• DEFINITY PC Console Release 2.0 or later

DEFINITY Attendant Console

The DEFINITY Attendant Console is a digital call-handling station with push-button
control that enables call attendants to answer, place, and manage calls and monitor
selected system operations. The Attendant Display shows call-related inform ation
that helps the attendant operate the console. Attendants may select one of several
available display languages. For more information, see Appendix C, Attendant

(Operator) Features.

DEFINITY PC Console

The DEFINITY PC Console is a software application that enables call attendants to
handle incoming calls efficiently using a personal computer. Using the familiar
Microsoft Windows interface, attendants can easily track how long callers have been
on hold and for whom they are waiting. Attend ants can monito r up to six calls at once.
They need not fumble with pen and paper when handling calls, as they can make
notes on their computers about what each caller needs. Having the call-processing
software on the same computer with spreadsheet, word-processing, or other software
enables attendants to stay productive between calls.

Your company directory is displayed on screen with busy extensions shaded. A
variety of search functions are available, so attendan ts can find names an d ex tensions
easily. Online telephone identification enables attendants to identify employees
quickly. Calls are transferred with the press of a button. Online help makes it easy for
attendants to remind themselves how to use the system.

The PC Console is easily customized, so even if attendants from different shifts share
the same computer, they can each preserve their preferences in the call-processing
environment. The PC Console is available in English, Dutch, Spanish, French,
German, Italian, and Portuguese. For example, if a Spanish-speaking attendant takes
over for a French-speaking attendant, a single press of a button converts all labels,
error messages, and online help to Spanish.

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Attendant Consoles

Requirements The following requirements must be met for the PC Console to function properly:

• An IBM-compatible personal computer with:
~ A Pentium-based, 100-megahertz or higher processor

~ A minimum of 16 megabytes (MB) of random-access memory (RAM)
~ A minimum of 4 MB of read-only memory (ROM)
~ A 3.5-inch diskette drive
~ An available COM port
~ Sufficient hard disk space. The space required to support PC Console depends

on the number of users you are supporting, the amount of information stored

for each person, and whether you will include each person’s photograph in PC
Console.

• Any of the following operating systems:
~ Microsoft Windows 95

~ Microsoft Windows NT
~ Windows 98

• A 2- or 4-wire DCP telephone with a PassageWay

CALLMASTER

®

IV, a CALLMASTER VI, a 6424D+M telephone, or a

®

adapter, an 8411 telephone, a

6416D+M telephone.

2

• Local adjunct power (depending on your telephone)

• PassageWay direct connection

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23

Attendant Consoles 2

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3 Adjuncts

Avaya IP600 provides the following equipment to supplement the services and features of your system and
telephones:

• Power systems

• On hold and delayed announcement systems

• Headsets

• Audio and visual paging

• Alerts and sensors

• Speakerphones

• Security devices

• Call Accounting systems

Power Systems

Avaya offers the following solutions to provide power for equipment and protection
from power disturbances or disasters:

• Online Uninterruptible Power Systems (UPS)

A UPS safeguards your Avaya IP600 and associated applications from utility
power irregularities. During a power failure, the UPS battery activates and
supplies power for a limited amount of time. This line of UPSs offers advanced
battery management and hot-s wappabl e extend ed batt ery modu les an d comes i n a
2U-high rack-mounted unit.

• Surge Protectors

Surge protectors help protect PCs, fax machines, and other equipment from
electrical surge damage. Alternating Current (AC) Protectors prevent voltage
surges from entering the system via the AC utility line. Line Protectors prevent
voltage surges from entering the system via incoming central office lines or via
wiring for phones that extend to or from another building.

• Terminal Power Supplies

T erminal power supplies provide local power for phones and adjuncts that require
additional power, such as DCP phones with headset adapters or adjunct
speakerphones. Types of power supplies include

~ a desktop AC power module (North American standards)
~ 1151A global AC Ethernet-powered module battery backup (optional)

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25

On hold and delayed announcement systems 3

On hold and delayed announcement systems

Avaya offers the following external announcement systems for Avaya IP600:

• Magic On Hold Express Systems

Magic On Hold Express systems provide businesses with fully customized,

professionally produced announcements for customer-specific “on hold”
environments. The announcements are delivered to your company from the
production studio. Production options include legally licensed background music
and/or customized information messages that play when a caller is placed on hold
or in queue.

• Magic On Hold Systems

Magic On Hold systems provide businesses up to 3 minutes of continuous radio
programming for customer-specific requirements. Production options include
legally licensed background music and/or customized information messages that
play when a caller is placed on hold or in queue.

• Professional Announcement Recordings

Professional Announcement Recordings (PARs) enhance Auto Attendant,
Automatic Call Distribution (ACD), and Integrated Voice Response (IVR)
applications. PARs greet and guide business callers using crisp, clear, concise

voice messages that optimize a caller’s personal perception of automated
communications. Callers hear professional productions that deliver important
information.

Headsets

• Delay Announcement Systems

Delay announcement systems serve announce only, information announcement,
in-queue announcement, and broadcast messaging for businesses with automatic
messaging applications. These systems occupy callers during the call process.

Headsets help increase productivity in telephone-intensive work assignments .
Headsets are proven to reduce neck strain and muscle tension when telephones are
used at least 3 hours per day. Avaya pr ovides a com plet e product l ine for Cal l Center ,
traditional business office, computer telephony, and mobile applications.

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Audio and visual paging

Audio and visual paging

Avaya’s overhead voice paging equipment allows telephone users to make
announcements by speaking into a telephone hands et . Avaya IP600 supports as m any
as 9 paging zones, and 1 zone can be set up to activate every zone at the same time. A
zone is the location of the loud sp eakers: fo r example, conference rooms, warehouses,
or storerooms.

Visual paging includes indoor LED message display signboards, wireless keyboards
for sign programming, connector kits for integrating with the PagePac Plus
equipment, and optional software for “ad-hoc” visual message programming.

Alerts and sensors

Avaya provides a complete product line of alerts and sensors for your busi ness . With
alert devices, you can select the type of sound for incoming calls, such as bell, horn,
or chime sounds. Or, you can use visual signals such as flashing lights to indicate a
ringing call, a voice mailbox message, or a voice paging message.

Sensors detect and analyze central office ringing signals to determine if the sig nal is a
standard voice, data, or fax call. Once it determines the type of signal, the sensor
device routes the call to the appropriate end point.

3

External speakerphones

External speakerphones provide total telephone operation without using a handset.
Turning on a speakerphone is equivalent to lifting a handset when placing or
answering a call. Turning off the speakerphone is equivalent to hanging up the
handset. Although the majority of Avaya phones have built-in speakerphones,
external speakerphones are preferred for applications such as conference calls.

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27

Security devices 3

Security devices

Avaya provides the following security devices:

• Access Security Gateway (ASG)

The Access Security Gateway (ASG) is a built-in authentication feature that
offers a more secure alternative to static login passwords for remote access to
Avaya IP600. Using an encryption algorithm, the Access Security Gateway uses
session-based challenge and response technology to limit access to the Avaya

IP600 system’s remote maintenance and administration port, system
administration terminal, and NET CON channels. See Installation and Upgrades

for DEFINITY ONE Communications System Release 9 and Avaya IP600 Internet
Protocol Communications Server (555-233-109) for information on how to

administer this feature.

• Remote Port Security Device

The Remote Port Security Device (RPSD) is a single-line dial-up port protection
system that prevents unauthorized access to a host resource. Host r esource dial-up
ports are protected by the installation of the RPSD lock on the analog telephone
line leading to the port. Access is provided only when the calling party uses the
RPSD key, a unit that is installed on the analog telephone line at the calling

party’s end.
The RPSD works with all data communications protocols and can be used in the

following applications:

~ Protecting organizations with remote and home offices that communicate over

the public telephone network via dial-up lines

~ Safeguarding companies that administer their communication and voice

processing systems remotely from a centralized site, helping to ensure that
critical network routing information, traffic data, and PBX feature translations
are not compromised

~ Controlling dial-up access by a supplier that provides remote maintenance

services ensuring that only the service provider has access to the maintenance
ports.

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Call Accounting Systems

Call Accounting Systems

3

Note:

Call Accounting Systems (CAS) do not run co-resident on the Avaya
IP600 platform. They are supported ONLY if they can interface to the
Avaya IP600 system for CDR records. Also, they must be able to retrieve
data over LAN.

Avaya provides the following call accounting systems to reduce service expenses,
optimize resources, assign costs, and identify abuse. These products aid in clearly
understanding these issues and communicating them to others.

• DEFINITY Network Telemanagement (DNT)

DEFINITY Network Telemanagement is a state-of-the-art, multi-user
telemanagement system. Designed in the industrial-strength, on-line, dynamic
server-based Informix NT, this application is unmatched in its performance and
speed.

DEFINITY Network Telemanagement provides a full 32-bit seamless application
for client/server environments that use local area networks (LANs) and wide area
networks (WANs). DEFINITY Network Telemanagement is ODBC-compliant
and uses MAPI/TAPI conventions. DEFINITY Network Telemanagement is a
fully distributed network-based product.

DEFINITY Network Telemanagement can support as many simul taneous u sers as
required and is offered in various modules that include call management (call
accounting), asset management (inventory control), and service management
(work/service orders).

• Call Accounting System for Windows (CFW)

The Call Accounting System for Windows (CFW) allows you to generate
comprehensive and accurate accounting reports using the Microsoft Windows 98
or 95 environment. Detailed or summary reports can be expressed in 2- or 3­dimensional color charts and graphs, or in text files suitable for downloading to
other applications.The optional toll-fraud detection module enables you to detect
fraudulent use of your long-distance services.

You can gener ate repo rt s that identif y:

~ Most frequently dialed numbers
~ Most expensive calls
~ Longest duration calls

In addition, you can search the accounting data for a variety of information,
including dialed numbers, partial numbers, dates, times, call types, departments,
and calling extensions.

You can define up to 5 levels of reporting hierarchy for assignment of costs. The
system archives your data for one accounting period. A flexible markup
capability allows service businesses to adjust call pricing for each client.

CFW can generate 20 standard his torical or r eal-time reports f rom as many as 100
locations and 10,000 statio ns. An indi vidual syst em is cap able of po lling d if ferent
types of call detail storage units or other CFW systems. The remote systems
forward call records and alarms as they are generated.

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29

Call Accounting Systems 3

A traffic engineering option allows you to monitor trunk usage, calling patterns,
incoming traffic, and outgoing calls by area code. This allows you to analyze
trends summarizing how your equipment is being used.

CFW is widely compatible and requires little maintenance, even while collecting
data, generating reports, and managing remote data collection sites.

• Call Accounting System XP (CAS XP)

Call Accounting System XP has equivalent functionalit y to the call accounting
portion of DEFINITY Network Telemanagement. Call Accounting System XP is
a LAN/WAN-based application that supports customers with multi-user
requirements. It is offered at a base size of 50 stations, but can be upgraded to
10,000 stations. As an option, you can purchase an Internet module that provides
employee Internet usage reports.

CAS XP is supported with a mandatory professional service offer for on-site
installation, initialization, and training provided by the vendor. CAS XP supports
up to 100 sites, 10,000 stations, and 5 simultaneous users. Hacker Tracker is also
an available option. CAS XP runs on Windows 98, Windows NT 4.0, and
Windows 2000.

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4 INTUITY AUDIX Messaging

Fewer than 30% of person-to-person business calls reach the intended party on the first attempt. This makes the
day-to-da y business communications frustrating and can impact productivity. Integration of communic ations

with Avaya’s INTUITY AUDIX messaging system helps ensure that calls are not lost.
In addition to call-answer capability, AUDIX provides new opportunities through multimedia messaging. A

multimedia message can include text, voice, and fax components. Multimedia messaging allows users to mail a
single message to persons on a mailing list, send a message with m ultiple components to other subscribers, or
categorize and store messages for later reference.

This section provides a high-level overview of AUDIX and describes its application and features within Avaya
IP600. This section includes:

• Application overview

• Additional sources of information

• Accessing AUDIX administration

• Features of AUDIX

Application overview of AUDIX

AUDIX is a multimedia messaging application on the Avaya IP600 platform that
allows users to integrate voice, text, fax messages, and binary files into a single
message.

For example, a sales manager who wants to inform a distributed sales force of a new
compensation plan can send a message with both voice and text. The voice
component might be

“This message is going to all members of the Northeast Sales reg ion.
Congratulations on your excellent results last year. As of January 1st, the
compensation plan for new product sales will be changed. Please print the
attached text message for detailed information.”

The text message could be created in Message Manager and specify the plan details.

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31

Additional sources of information 4

Additional sources of information

The following additional information for administering AUDIX is available:

• AUDIX System Administration documentation on the DEFINITY ECS

Documentation Library CD

• The Message Manager Installation chapter in Installation and Upgrades for

DEFINITY ONE

™

Communications System Release 9.0 and Avaya IP600

Internet Protocol Communications Server (555-233-109)

• AUDIX help topics in the DEFINITY Site Adm ini str a tion (DSA) online help

application

• Command Line Administration Quick Reference on the DEFINITY ECS

Documentation Library CD

The DEFINITY ECS Document ation Library CD contains the following information:

• Messaging Solutions Quick R eference Guide

• AUDIX Wallet Card

• Message Manager Quick Reference Guide

Accessing AUDIX Administration

AUDIX Administration tools can be accessed one of two ways:

• Through the DEFINITY Site Administration (DSA) application

• Dialing directly to the AUDIX application using Telnet or a terminal emulator

that uses Telnet

Using DEFINITY Site Administration (DSA)

32

To establish a connection for AUDIX administration:

1. On DSA window browser, click Tasks tab, then click Add System .

2. Click Add Voice Mail System.

3. Choose a name for AUDIX in DSA in the System Name field.

Note:

Your telecommunications manager can assign a name or you can choose
a name. The name will appear in the Tree tab.

4. Indicate the connection method:
~ Modem or data module

~ Direct serial port connection
~ LAN connection

5. When prompted by the Add Voice Mail System Wizard, provide additional

information about the connection.

6. Indicate automatic or manual DSA login to AUDIX each time you login.

7. If DSA automatically logs in, enter th e AUDI X login and passwo r d inf ormation.

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Accessing AUDIX Administration

Review and test the DSA connection

To review and test the DSA connection:

1. Review the Voice Mail System Summary and make any needed corrections.

2. Click Test to try the connection.

If the connection works, DS A displays the logi n prompt o r the AUDI X Command
Prompt screen. If the connect ion does not w ork, DSA disp lays an error di alog box
with troubleshooting information.

3. Click Next and Finish.

4. Click the Tree tab and confirm that it displays in the tree.

To later change the voice mail system or connection information, right-click
Voice Mail System in the DSA Tree tab and choose properties.

Add as many systems as desired to DSA. If connecting to systems directly using
serial ports, you can connect as many switches or AUDIX systems that have ports. If
connecting to systems over a network, you can connect to as many systems as needed.

To connect to AUDIX administration:

1. On the DSA browser pane of the DSA window, click the Tree tab.

4

2. Right-click the AUDIX system you want to administer.

3. In the pull-down menu, select 4410 Emulation or 513 Emulation.

4. At the

5. At the

6. At the

login:

prompt enter login/user name.

password:
TERM:

prompt, click F7 (Continue).

prompt, enter your password.

The system display s the AUDIX Command Prompt screen.

7. For more informatio n see the f oll owing documentation on the DEFINITY ECS

Documentation Library CD.

~ AUDIX System Administration
~ Command Line Administration Quick Reference
~ Online help topics available from AUDIX administration screens

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Features of AUDIX 4

Using Telnet to access AUDIX Administration

To access AUDIX via Telnet or another terminal emulator:

1. Set up a connection to local T elnet or other terminal emul ator using t he follow ing

information:

~ Local machine name for host name
~ Specified port number for port
~ VT100 for Term type

2. Once the connection is established, enter login/user name at the Telnet

prompt.

3. Enter a password at the

4. At the

The system display s the AUDIX Command Prompt screen.

For a more information about using Telnet, see Chapter 2, “Connectivity and Access”
in Installation and Upgrades for D EFI NIT Y ONE

9.0 and Avaya IP600 Internet Protocol Communications Server (555-233-109).

Features of AUDIX

The following AUDIX features allow users to send, receive, an d o rgani ze vo ice, text,
and fax messages:

• Voice Messaging

• Voice Mailbox

• Transmission Control Protocol/Internet Protocol (TCP/IP)

• Message Manager

• Fax Messaging

• Automated Attendant

password:

TERM

prompt: enter a terminal type, such as vt100, 4410, or 514.

prompt.

™

Communications System Release

login:

Voice Messaging

34

• Bulletin Board

• CornerStone Software

The AUDIX Voice Messaging software permits recording and exchanging voice
messages with other users. It contains stored voice prompts that help users create,
send, retrieve, answer, save, or forward spoken messages. The feature also answers
calls for users who are busy or unavailable. In addition to a personal answering
service, AUDIX can be used as a messenger to individuals or groups, as an
information service, as an office receptionist, or as an automated attendant.

Users and callers instruct the AUDIX Voice Messaging feature by pressing touch­tone keys in response to detailed voice prompts.

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Features of AUDIX

4

Nuances and inflection are integral parts of person-to-person communication. The
AUDIX software uses a high-quality voice-encoding algorithm known as Code­Excited Linear Prediction (CELP) to captur e the nuan ces and s ubtle in flections of the
human voice.

Voice Messaging is similar to an electronic mail system in that messages can be sent
to other individuals or groups without directly calling the recipient. The message is

stored in the recipient’s AUDIX mailbox. Recipients can access stored messages at
their convenience.

Voice Messaging enables a user to:

• Send messages to other AUDIX and Message Manager users

• Listen to messages received from other AUDIX and Message Manager users

• Forward messages received with comments attached

• Reply to messages received from other AUDIX and Message Manager users

• Create mailing lists containing up to 250 recipients

In addition to basic capabilities, the Outcalling function of AUDIX Voice Messaging
allows the feature to:

• Automatically place a call from AUDIX to a user when messages are waiting

• Specify the number to be called by AUDIX when messages are waiting (may be

an office, home, car, or pager)

Call Answer Call Answer answers a call and records a message when the user is unavailable. This

function enables the Voice Messaging feature to:

• Answer incoming calls

• Create personal greetings for incoming calls

• Disable call answer so that a caller hears a greeting, but cannot leave a message

• Customize a set of standard greetings

• Record up to 9 different personal greetings using the Multiple Personal Greeting

function

• Play a single greeting for all calls, or assign various personal greetings to play in

response to different types of calls, for example, internal and external, busy and
no answer, or out-of-hours

Voice Messaging languages

The AUDIX Voice Messaging feature provides a standard American English
announcement set. The announcement set can be replaced or augmented with a
number of options, including non-Eng lish languages and Telecommuni cations Device
for the Deaf (TDD). For the most recent list of language alternatives, contact your
Avaya account representative.

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35

Features of AUDIX 4

Multilingual support Optional multilingual functions allow callers to interact with the AUDIX application

using different la nguages. For example, callers can follow voice pro mpts in language s
that may or may not match the language of the people they are calling. An
administrator can install up to 9 languages on the AUDIX application and operate
them simultaneously.

Users can also record personal greetings in two different languages. Prompts are
delivered in the selected languages.

Customized announcements

Announcements comprise sets of spoken instructions or voice prompts in the AUDIX

Voice Messaging application. For example: “To access your mailbox, press star R.”

Voice mailbox

A mailbox is a storage area on a computer disk for messages, personal greetings, and
mailing lists. AUDIX users acquire a mailbox when they are administered on the
application. Each user accesses this mailbox with a private password.

Callers can leave messages in a user’s mailbox, but cannot perform other operations
related to the user’s mailbox. After a user logs in, the feature voices the name of the
user and reports the number of new messages received. Each message consists of a
message header and a message body.

Incoming mailbox Mailboxes are divided into two sections, the incoming mailbox, and the outgoing

mailbox. The incoming mailbox receives messages from other users, from the
AUDIX application, and from callers redirected to the mailbox because no one
answered. The user can save, delete, reply to, or forward messages. There are three
categories of incoming messages: New, Unopened, and Old. Table 4 describes each
category.

Table 4. Incoming mailbox categories

Category Description

36

New A message and header that a user has no t listened to. The Mes sage

Waiting Indicator (MWI) on the user’s telephone turns on when a
new message is present and turns off after the user has listened to
it.

Unopened A message where the header, but not the message itself, has been

listened to. The MWI does not stay on for this type of message.

Old A message that the user has listened to but not deleted.

The system administrator can set the order in which these categories are played to the
user.

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Features of AUDIX

Outgoing mailbox The outgoing section of a mailbox stores messages that users create, send, or forward.

In most cases, messages remain in the outgoing section until delivered. Table 5
describes the outgoing mailbox categories listed in default order. The AUDIX
administrator can change this order.

Table 5. Outgoing mailbox categories

Category Description

Filed Messages that users create and save in the outgoing section of a mailbox. Users

can later access these messages to modify them, address and send them again,
or delete them.

Undelivered Messages that have not been sent or messages scheduled for delivery at a

future date or time. Users can review, change, or cancel messages and their
addresses at any time before delivery.

Nondelivered Messages that AUDIX could not deliver. The application attempts to deliver a

message 10 times (or the administered number of times), then places the

message in this category. This usually indicates that the intended recipient’s
incoming mailbox is full, that the recipient’s application cannot recognize or
accept a message component (for example, is not fax-enabled), or that there
were transmission problems (for example, with an AMIS analog line).

4

Nondeliverable Messages defined as “nondeliverable” can be rescheduled for delivery with a

Delivered Message headers that identify messages delivered but not yet listened to or that

Accessed Message headers that identify messages that have been listened to. A message

TCP/IP

new address, or altered to allow forwarding, if needed.

identify messages containing nondeliverable components. The latter type of
message header is an Incomplete Delivery header. For example, if a message
contains more than the four components allowable (that is, a voice, fax, text,
and file attachment), the additional components are not delivered, and the
message header indicates that a component was not delivered.

is considered accessed even if only the header has been listened to.

AUDIX Transmission Control Program/Internet Protocol (TCP/IP) provides the
ability to exchange messages with subscribers on other AUDIX systems. The remote
system can be next to or geographically distant from the local Avaya IP600 system.

AUDIX TCP/IP uses the proprietary AUDIX digital protocol to exchange messages,
user profiles, and message-status information with other machines. The digital
protocol uses a digital file format, similar to a data-file transfer between two
computer systems, to transmit the information. Digitally tran smitted messages are
communicated quickly and with excellent sound quality.

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37

Features of AUDIX 4

TCP/IP allows you to exchange voice, fax, text messages, and attached files from
other AUDIX systems. This enables a user to:

• Address messages by name only, known as name addressing. This function

applies only to administered remote recipients. Administered refers to remote
users who have been entered in the database of the local application.

• Include the names and telephone numbers of remote recipients in personal

mailing lists. Nonadministered remote recipients can be included only by
telephone number.

• Hear the spoken name of the intended recipient. If the administrator has not

recorded these names, the user hears only the remote mailbox ID.

• Access the names and number directory ( ) to look up telephone

numbers by name.

• Assign aliases to remote recipients on systems administered for AUDIX TCP/IP.

* *

N

Administered remote recipients can b e included by n ame or by tele phone number.
Nonadministered remote recipients can be included by telephone number only.

• Use automatic addressing to respond to incoming messages.

TCP/IP enhances AUDIX Messaging in many ways:

• Customers who exceed the capacity of one AUDIX application at a single

location can network multiple machines. This enables users to exchange
messages as if they were on the same machine.

• Customers with business offices in more than one location, whether in the same

building or in different cities, can exchange messages with every location.

The following functions can be used for messages exchanged between remote users:

• The ability to play a recorded name, when addressing or receiving a message, if a

name is recorded for the remote user

• The ability to forward messages to one user or a group of users, respond to

messages, and create group mailing lists

The following are additional sources of information:

• AUDIX System Administration documentation on the DEFINITY ECS

Documentation Library CD

• Online help topics available from the TCP/IP browser screens

Avaya Message Manager

Avaya Message Manager is a combination of communications modules that function
as one software feature. Users can create, send, and receive compound messages
containing multiple media types: voice, fax, text, or file attachments to other users
inside or outside the corporate environment.

Message Manager is a Windows-based graphical user interface (GUI) that allows
AUDIX application message headers to be viewed on a PC screen through a local

area network (LAN) connection. The AUDIX application is called the “AUDIX
server” when it connects to a LAN.

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Features of AUDIX

4

What distinguishes Message Manager from ordinary voice messaging products is the
way users interact with the feature. Users access information visually, instead of
listening to voice prompts and using a touch-tone keypad. Viewing message headers
on-screen is faster for users because they can quickly view who called, when, and
why, without having to listen to prompts, press keys, or remember instructions. The
on-screen information helps users access and prioritize important data, more easily
develop mailing lists, and track multiple personal greetings.

Message Manager is available in the following languages:

• English

• French

• Spanish

• Brazilian Portuguese

• German

• Dutch

Additional languages are being considered for future releases.
Message Manager includes the basic functions listed in Table 6.

Table 6. Message Manager functions and descriptions

Function Description

Send messages to
multiple recipients

You can create and send a message with one or more message
components to one or several people . The message i s delivered as soon as
possible or can be scheduled for a l ater delive ry time.

Addressing You can send the message to just one person, to a list of people, or to

someone who is on a remote AUDIX system.

Send faxes The fax software for Message Manager is used to create and send a new

fax message. Creating a new fax i s sim ila r t o p rint ing a hard copy of your
work in another program.

Fax from other
applications

Although faxes can be stored in and sent from Mes sage Manager, cr eating
and sending a new fax is actually done from any other Microsoft
Windows application that allows printing.

Create a custom fax
cover page

You can use the Fax Cover Page Designer to add text or bitmap graphics
to the fax cover page. You can also use the Designer to change the
location and size of the Message Manager text display areas.

Use the Outgoing
Folder

After a message is sent, you can check delivery status by opening the
Outgoing Folder. The Outgoing Folder lists all messages sent, the time
sent, and whether the recipient has received or accessed the message.
Additional information is available by double-clicking a message header
in this folder.

1 of 2

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39

Features of AUDIX 4

Table 6. Message Manager functions and descriptions

Function Description

Build Personal
Phonebook

You can use the Personal Phonebook in Message Manager to store

“cards” with the addresses of AUDIX subscribers, as well as other
numbers and notes. As subscribers are added to the Phonebook, you can
quickly add them to an address list. The Personal Phonebook is stored on
your PC and can be used while working offline.

Build AUDIX lists With AUDIX lists, you can store the addresse s of sets of people you want

to send simultaneous messages to, such as a project team or a corporate
department. You can quickly address a message to an entire address list.
AUDIX lists are stored on the AUDIX server and are not available
offline.

Work offline If you work away from the office, you may want to edit messages you

have received or compose new messages, then later log in and send them
during a single call. This saves toll charges because an AUDIX server
connection is not required, except when ready to send or receive
messages.

Minimize or lock
Message Manager

You can minimize Message Manager and still be notified of new
messages. Log in to Message Manager, then use standard Windows
techniques to minimize the program and keep it active. Later, you can
restore the program to retrieve messages or to create and send new
messages.

A Lock function provides additional security. When you click the Lock
button, the application is minimized and requires your AUDIX password
to be restored. Locking Message Manager prevents others from accessing
your AUDIX mailbox. This function is inactive while working offline.

40

Record your name or
greetings

When you install Message Manager, you can use the name and personal
greeting that were recorded through the AUDIX telephone interface. You
can also select a menu option to record your name or display a screen to
record and manage greetings. The AUDIX server uses the choices you
make in Message Manager for playing names or greetings to your callers .

Outcalling If you are away from the office, you can be notified of new AUDIX

messages. Use the Outcalling function to enter a telephone number that
the AUDIX server then dials to notify you of new messages.

Sound card Message Manager uses an audio connection to your telephone to play or

record voice messages or greetings. However, you can use your
computer’s sound card with speakers and a microphone instead. This is
the only way to play or record voice messages while working offline.

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Features of AUDIX

FAX Messaging

The following information is available to Message Manager users:

• Message Manager Quick Reference Guide, available on the DEFINITY ECS

Documentation Library CD

• Message Manager online help, available by selecting Contents from the Message

Manager Help menu

• A file customized just for your site, described in the Updating Your Site-Specific

Information section of the Message Manager Installation chapter in Installation

and Upgrades for DEFINITY ONE

™

Communications System Release 9.0 and

Avaya IP600 Internet Protocol Communications Server (555-233-109).

The Avaya FAX Messaging feature combines the send and receive capabilities of a
stand-alone fax machine or fax modem on a PC with the capabilities of Avaya
messaging. Besides sending, receiving, and printing a fax over the telephone, a user
can also forward a fax, annotate a fax with a voice message, or send and broadcast a
fax to multiple telephone users. These features allow a user to handle a fax message
just as they would a voice message.

The following information can be provided to FAX Messaging users who have
Message Manager:

• Message Manager Quick Reference Guide, available on the DEFINITY ECS

Documentation Library CD

4

• Message Manager online help, available by selecting Contents from the Message

Manager Help menu

The following informat ion can b e prov ided to FAX Mes saging users who d o not have
Message Manager

• Messaging Solutions Quick Reference Guide, available on the DEFINITY ECS

Documentation Library CD

• Online help available from the telephone user interface by pr essing or

at any time

H

*

4

*

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41

Features of AUDIX 4

Automated Attendant

An automated attendant is an interactive telephone answering system. It answers
incoming calls with a prerecorded announcement and routes each one based on the

caller’s response to menu options and prompts.
The system administrator sets up an automated attendant so that callers hear a menu

of options. Callers indicate the desired menu option by pressing the corresponding
touch-tone key. The automated attendant executes the selected option. Callers from
rotary or dial-pulse button telephones are, typically, told that they can hold or call
another number to speak with a live attendant.

An automated attendant menu system, or menu tree, can be designed to contain
subordinate layers of menus or bulletin boards. These sub-menus, or nested menus,
play additional options, including a choice leading to another nested menu.

The voiced menu options that callers hear are actually personal greetings that the
administrator records for the automated attendant’s extension. As with any personal
greeting, the content of the message can be changed. The Multiple Personal Greetings
function provides different menus and options for different types of callers.

If your messaging system has multiple language sets available, the menu opti ons
route callers to a sub-menu voiced entirely in another language. The Multiple
Personal Greetings func tion can rec ord menus in various languages.

For more information on setting up and maintaining automated attendants, see the
AUDIX System Administration documentation on the DEFINITY ECS

Documentation Library CD.

Bulletin Board

A bulletin board is an electronic messaging system. Callers dial the bulletin board’s
telephone number and the system answers and plays a recorded message. The major
difference between a bulletin board and an automated attendant is that a bulletin
board does not have an option to route callers to a live attendant.

CornerStone Software

The CornerStone software has been modified, and now supports co-resident
announcements.

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5 Call Center

The Avaya IP600 Call Center applications are designed to efficiently connect each caller to the appropriate
representative. Before the call is routed, information is captured about the caller and integrated with existing
databases (see Chapter 7, Computer Telephony Integr ation). The combined data is used to match the caller to an
agent. Additional features politely inform callers waiting in queue (a holding place for incoming calls) of the
length of time it will take to process the call. Detailed call statistics are constantly available to the agents and
supervisors.

Calls into the Avaya IP600 Call Center are queued up and routed based on information the system continually
acquires. Each caller can be pres ented with a variety of options for leaving a voice mes sage, a fax, or monitoring
the status of the call. Using CONVERSANT voice response software, the system responds appropriately to
spoken information.

The following are switch features:

• Automatic Call Distribu tion, which manages call traffic and workflow

• Basic Call Management System (BCMS), an optional prod uct which provid es call

management reporting for smaller Call Center oper ations

• Attendant Vectoring

• Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you to

set up a Call Center (switch)

• CentreVu Virtual Routing

• CentreVu Advocate

The following are PC applications:

• BCMS Vu, which enhances the capabilities of the Basic Call Management

System

• CentreVu Computer Telephony (CT)

• CentreVu

CMS add-ons enhance CMS, and include:

~ CentreVu Supervisor
~ CentreVu Explorer II
~ CentreVu Visual Vectors

CentreVu Compact Call Center Solutions packages are available in Basic and Enhanced versions.
Avaya IP600 provides an applications platform that consists of several elements. When these elements are

integrated to meet business requirements, advanced call distribution and management capabilities deliver the
performance and growth necessary for your business success.

Note:

Call Management System (CMS).

Some applications and products are unavailable in s ome countries. Please
check with your local distributor for further information about which
features and applications are available to you.

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43

Automatic Call Distribution (ACD) 5

Automatic Call Distribution (ACD)

If your company has departments (such as sales, billing, or custom er ser vice) th at

handle large volumes of incoming calls, you can benefit by using Avaya IP600’s
powerful ACD capabilities. ACD is the basic building block for Call Center
applications.

ACD offers a method of distributing incoming calls efficiently and equitably among
available employees or agents. ACD also offers a number of ways to con nect an agent
to a call. For example, with most idle agent distribution, an incoming call is routed to
the agent who has been available for the longest time, resulting in more balanced
agent workload.

Agents in an ACD environment are assigned to a hunt group, a group of agents
handling the same types of calls. Avaya IP600 supports up to 99 different hunt
groups. Each hunt group has associated trunks, stations, recordings, and queues. You
can assign many ACD features on a per-hunt group basis to meet the different needs
of diverse agent groups. You can link a telephone number to an ACD hunt group by
associating a published number (often an 800 number) with the hunt group’s
extension number.

In the Figure 3 on page 45 example of a travel agency, Hunt Group A receives calls
only when agents are available since it has no queue. Calls to Hunt Group B can be
queued while agents are unavailable and then redirected to Hunt Group C if not
answered within an administrable time. Calls to Hunt Group C are redirected to
AUDIX if they are not answered within an administrable time.

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Automatic Call Distribution (ACD)

Figure 3. A Basic Example of Automatic Call Distribution

5

P
o
w

e
r

1

2

3

4

5

6

7

8

9

1
0

iodprmc LJK 110600

1 Avaya IP600
2 Incoming Trunks
3 Group A: Business Travel
4 Group B: Personal Travel

5 Group C: General Information
6 Queues
7 Call Coverage to Group C
8 AUDIX

DEFINITY places all Automatic Call Distribution calls into a queue. Each call stays
in the queue until an agent becomes available, until an optional timed inter val elapses,
or until the caller abandons. If the call has not been answered after an administrable
period of time, an announcement can be played for the queued caller. The call can
then be connected to music to let the caller know that the call has not been dropped,
sent to a coverage path, or connected to another announcement.

You can set a maximum queue length in a gr oup to anyw here fro m 0 to 200 cal ls, and
establish a queue warning level. If the preset maximum queue length is reached,
additional incoming calls are redirected to a call-coverage path (if administered),
ensuring that calls are routed to an extension that will answer or give a busy signal. A
priority-queuing feature allows you to designate which calls should receive priority;
these calls override the standard first-in-first-out queuing pattern.

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45

Automatic Call Distribution (ACD) 5

Two features provide for redirection of ACD hunt group calls:

• Intraflow allows an ACD call to be redirected from one hunt group to another

through coverage paths that are assigned to determine call-redirection criteria.

• Interflow allows new calls in a hunt group’s queue to overflow and be sent to

another ACD hunt group on another system usin g t he Call Forw arding All Calls
feature. Interflow can be useful during the evening, during peak operation times,
or at other times when agents are unavailable.

ACD agents can use any DEFINITY telephone. The CALLMASTER digital
telephone is particularly recommended to meet the needs of ACD agents. A number
of special ACD agent features can be assigned to agents’ telephones to enable them to
perform their jobs effectively. In addition, special features are available to assist
supervisors in observing and monitoring the performance of these agents.

Additional features provide even more options when using ACD:

• Queue-Status lamp s or displays (on telephones with a digital di splay) show call

status for calls waiting in an ACD queue. Queue-Status also displays oldest call
waiting time.

• Dialed Number Identification Service allows agents to identify (via display

telephones) the purpose of each incoming call and appropriately greet the caller.

• Automatic Available hunt group allows the CONVERSANT Voice Information

System or other “nonhuman” agent positions to be staffed automatically and
made available.

• Each agent can be logged in to as many as four hunt groups at once.

• Malicious Call Trace allows you to designate stations that can trace emer gen cy or

threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace info rmation and connects a
voice recorder to the call. All equipment used to complete the call is held up (the
call cannot be disconnected) until the feature is deactivated.

• Redirection on No Answer allows an unanswered, ringing call to be redirected to

an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.

• Station Hunting allows calls to be routed first to the called extension, then

according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no

overworked “first” extensions in a hunt group.

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Basic Call Management System

Basic Call Management System

The Basic Call Management System (BCMS), an integrated, internal capability of
Avaya IP600, is a cost-effective solution for small start-up Call Center s or for
existing companies with minimum system-measuring/reporting requiremen ts. BCMS

helps you fine-tune your Call Center’s operation by providing reports with the data
necessary to measure Call Center agent performance.

This feature offers call-management control and reporting at a low cost for Call
Centers of up to 50 agents. BCMS is ideal for companies that need call management
features.

BCMS collects and processes Avaya IP600 ACD call data (up to 7 days) within the
system; an adjunct processor is not required to produce call-management reports.

BCMS provides various measurements for monitoring the operations of an ACD
application. BCMS software organizes ACD calls and Call Center measurements into
different reports that supply useful information for managing ACD facilities and
personnel. The reports can be displayed on the system administration terminal in real
time.

The following reports can be generated:

• Real-time reports

5

~ Agent Status
~ System Status
~ Vector Directory Number Status

• Historical reports
~ Agent

~ Agent Summary
~ Split
~ Split Summary
~ Trunk Group
~ Vector Directory Number

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47

Attendant Vectoring 5

Attendant Vectoring

This is a Avaya IP600 feature for calls where the caller is seeking an attendant. It
provides a lower-priced solution for customers who want to vector attendant calls that
go to an attendant without purchasing the full vectoring software. This alternative
provides some powerful capabilities, such as announcement in queue, time-of-day
routing, and routing with coverage. Some of the vector steps include:

• Announcement

• Busy

• Disconnect after announcement

• Go to step/vector:
~ Time-of-day

~ Unconditionally
~ Queue-fail

• Queue-to:
~ Attendant group

~ Attendant
~ Hunt-group

• “Route-to number with coverage y/n”

• Wait-time hearing silence/ring back/music

• Stop

Call Center Basic

The Call Center Basic package, a Avaya IP600 feature, enhances your Call Center by
providing the following features:

• Automatic Call Distr ibution (ACD)

• Auto Available Split

• Most Idle Access (MIA) Across Splits/Skills Option

• MIA Treatment for After Call Work (ACW)

• Multiple Call Handling on Request

• Forced Multiple Call Handling

• Move Agent/Change Skills while Staffed

• Multiple Announcement Boards

• Redirect on no Answer (RONA)

• Service Observing by Cla ss of Restriction

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Call Center Deluxe

5

• Service Observing Remote

• Timed After Call Work/Agent Pause Between Calls

• VuStats (including the Service Level and Login IDs enhancements)

Note:

Call Center Deluxe

The Call Center Deluxe package, a Avaya IP600 feature, enhances the basic package
by including sophisticated Call Center capabilities such as advanced routi ng,
vectoring, and expected wait-time announcements. The Call Center Deluxe package
includes the capabilities of the basic package, plus the following features:

• Call Work Codes (CWC)

• Call Vectoring

• Call Prompting (Admin istrable Interdigit Timeout and Administrable Converse

Data-Passing Rate)

• Redirect on No Answer to Vector Directory Number

• Support Network-Provided Digits (Caller Information Forwarding)

• Service Observing on Vector Directory Numbers

• Vector Directory Number-of-Origin Announcement

• Vector Directory Number Return Destination

• Vector Administration (Route-to with/without Coverage and Multiple

Audio/Music Sources)

12-Agent Call Center Basic is included with Av aya IP600 software.

• Vector-Initiated Service Observing

• Vectoring Advanced Routing

• Automatic Number Identificatio n/Information Indicator (ANI/II) Digits Routing

• ASA Routing

• Best-Service Routing Single Site

• Estimated Wait Time Routing (EWT) Routing

• Vector Directory Number Calls Routing

• Wildcard Matching

Call Center Elite

The Call Center Elite package, a Avaya IP600 feature, enhances your Call Center by
including all the capabilities of the deluxe package in addition to the following
features:

• Expert Agent Selection

• Reason Codes for Login, Logout, and ACW

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49

CentreVu Virtual Routing 5

CentreVu Virtual Routing

CentreVu Virtual Routing, an Avaya IP600 feature, helps you provide the best
possible service to your customers while using all your Call Center resources wisely
and cost-effectively. CentreVu Virtual Routing allows multip le locati ons to work
together as a single virtual Call Center. Its smart routing capabilities monitor and
anticipate changing conditions across your virtual Call Center network to find the best
place to deliver each call, every time.

CentreVu V i rtual Routing can help you:

• Save on network costs

• Optimize existing resources

• Balance agent workloads

• Ensure consistent and reliable customer call handling and service

• Equalize enterprise-wide call volume across sites or across multiple splits/skills at

a single site

CentreVu Virtual Routing provides Best Se rvice Routing — the ability to
automatically deliver each call to the best place based on a combination of criteria.
You can use Best Service Routing with CentreVu Advocate to make your multisite
routing even more precise and effective. Once Best Service Routing delivers a call to
the “right” Call Center or split/skill, CentreVu Advocate determines the best agent to
handle the call based on the caller’s needs and the caller’s value to your business.

In addition to Best Service Routing, CentreVu Virtual Routing of fers Enhanced
Look-Ahead Interflow (LAI) multisite routing. LAI can help improve customer
service and satisfaction by speeding the distribution of calls among locations or
skills/splits with low call volumes and long hold times.

CentreVu Virtual Routing also supports enhanced information forwarding to provide
valuable details along with each routed call. The information “attached” to each call
may include:

• Vector Directory Number (VDN)

• Caller-supplied collected digits

• Dialed Number Identification Service (DNIS)

• Accumulated time waiting

CentreVu Virtual Routing also passes along a Universal Call ID (UCID), a unique

identification “tag” that is attached to each call and remains with the call as it is
routed throughout your network. By passing Universal Call ID, CentreVu Virtual
Routing enables lifetime tracking of calls routed among Call Centers, Avaya IP600
systems, or adjuncts such as CONVERSANT for interactive voice response.

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CentreVu Advocate

CentreVu Advocate

You can leverage your Call Center as a strategic business asset with Avaya’s
innovative CentreVu Advocate software solution. CentreVu Advocate, a Avaya
IP600 feature, eliminates the chaos and randomnes s associated with call han dling and
provides directed routing with customer- pleasing results. This breakthrough software
offers new methodology for aligning your enterprise objectives with agent and
management performance and customer needs.

With CentreVu Advocate, you can drive Call Centrically Center performance
according to your business plan. This application features expert routing algorithm
software from Bell Labs that lets you implement complex customer service, agent
resource, and enterprise planning strategies as a critical formula in Call Center
operations. With CentreVu Advocate, you can transform your Call Center into a
powerful strategic advantage for your enterprise. CentreVu Advocate works in
conjunction with and requires Expert Agent Selection (EAS).

Advocate will provide your Call Center with the most innovative methods and
enhanced flexibility in selecting the optimum agent for a call or the best call for an
agent. With CentreVu Advocate, you determine which call to select the moment an
agent becomes available.

5

CentreVu Advocate provides the following features:

• Service Objective

This capability enables you to establish a unique service objective for each skill in
your Call Center. Service Objective can be used to establish different levels of
service for multiple types of calls with various media and priority handling needs.
You can match the service levels your customers expect by combining the power
of your service-level plan with the power of Service Objective.

• Predicted Wait Time

Predicted Wait Time will enable your Call Center to predict service-affecting
events while minimizing the impact on your key Call Center metrics. By
balancing the average speed of call answering across skills, this feature provides
more uniform customer service levels. By matching the needs of your caller to the
skills of your agent, Predicted Wait Time ensures that all calls are given the best
possible service. Predicted Wait Time will help your Call Center build stronger
customer relationships and will improve your overall Call Center efficiency.

• Least Occupied Agent

This capability distributes calls evenly across all available agents in order to
balance the workload among those with few skills and those with several skills.
When one or more agents are available, Least Occupied Agent uses agent
occupancy rather than position in an idle agent queue to determine which agent to
select when a call arrives. Least Occupied Agent can help you maintain your st aff
by promoting agent fairness and eliminating hot seats.

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51

BCMS Vu 5

• Service Level Supervisor with Reser ve Agents

Service Level Supervisor gives you the ability to set Estimated Wait T ime (EWT)
thresholds for skills and to assign agents as reserve, in the event a skill overruns

its threshold. Service Level Supervisor will override your agents’ normal call
handling preference to assist calls from a skill whose threshold has been
exceeded. This feature allows your Call Center to rapidly adjust to high traffic
conditions with the flexibility of automatically activating predefined R eser ve
Agents when a skill is in an over-threshold condition. This feature will improve
your overall efficiency by eliminating the need for your supervisors to manually
intervene when traffic conditions change and by effectively scheduling workloads
for agents with multiple skills.

• Percent Allocation

Percent Allocation allows you to designate the percentage of time your agents

spend in each skill. Incoming calls are matched to those agents with the “best fit”
based on their allocated skill percentage. By scheduling an agent’s time among
multiple skills, you can better utilize and schedule your agents. Percent
Allocation can also improve agent performance and satisfaction by assuring them
a certain amount of time in each skill.

BCMS Vu

BCMS Vu Release 2 is a 32-bit client/server software application that works with the
Basic Call Management (BCMS) software. The BCMS Vu client runs on Windows
95/98, Windows NT 4.0 or Windows 2000. (BCMS Vu client does not support
Windows 3.1 or later or Windows for Workgroup 3.11 or later.) The BCMS Vu
server runs on Windows NT 4.0 or Windows 2000.

Using BCMS Vu, Call Center managers can:

• Capture BCMS historical data and store the data on the PC for up to 1 year

(depending on the amount of information being stored)

• Report on the historical data

• Monitor the BCMS real-time data in graphical and tabular form

• Display BCMS real-time data on a wallboard

• Display text messages on a wallboard

• Schedule printing of real-time repor ts

BCMS Vu comes with pcAnywhere software, enabling Avaya’s maintenance
engineers to perform remote diagnostics and maintenance for BCMS Vu.

Note:

The Web interface on Avaya IP600 includes the ability to download call
center clients for BCMS Vu.

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CentreVu CT

CentreVu CT

Requirements

5

Computer Telephony Integration (CTI) is the linking of telephone communication
systems to personal computers, which can increase productivity and customer
satisfaction through the exchange of information between the PC and the telephone.
CTI applications integrate data processing, data communications, and voice
communications.

System requirements for single machines running BCMS Vu and CentreVu CT are:

• An IBM-compatible Pentium single processor

• A minimum of 64 megabytes (MB) of RAM for the server (Windows NT or

2000) and 32 MB of RAM for the clients (Windows 95 or 98)

• A minimum of 500 MB of hard-disk space (recommended)

• The requirements for disk space on a user’s PC depend on the size of the Call

Center configuration and on the requirements for storing the historical data.

• 10 Base-T network interface card

• A double-speed (2X) or higher CD-ROM drive

• A second serial port is required for remote maintenance using pcAnywhere if

connecting to an external modem. A third serial port is required if you are
connected to a wallboard.

• A PC with:
~ A sound board and speakers are required for CD-ROM training

• Microsoft Windows NT 4.0 or Windows 2000 is required for BCMS Vu Server

and CentreVu CT and Windows 95/98/NT/2000 is required for BCMS Vu Client.

• BCMS software installed on Avaya IP600

• LAN connectivity between the BCMS Vu Server and Avaya IP600

For more information on LAN connectivity and installing BCMS Vu, see the BCMS

Vu Software Release 2.0 Version 2 Installation Guide.

Note:

The Web interface on Avaya IP600 includes the ability to download call
center clients for BCMS Vu and CentreVu CT.

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53

CentreVu Call Management System (CMS) 5

CentreVu Call Management System (CMS)

The performance of the CentreVu Call Center is critical to your business success. The
CentreVu Call Management System (CMS) supplies the tools needed to use the
knowledge of the present as well as the past to improve performance in the future.
Call Center supervisors and managers can answer questions about call handling,
agent workload, and traffic capacities to create a Call Center that delivers maximum
productivity while controlling expenses.

CentreVu CMS offers you one of the most comprehensive and advanced Call Center
management systems in the industry. CentreVu CMS has sophisticated control
mechanisms and reporting capabilities for effective management of Call Center s of
all sizes, including multi-location operations.

CentreVu CMS provides a comprehensive array of real-time and historical reports on
virtually every aspect of Call Center operations. Managers can get real-time reports,
updated as often as every three seconds, and historical reports that summarize call
data into daily, weekly, or monthly totals.

Enhanced features built into the standard software include customization of real-time
and historical reports, exception notification, and the ability to design, test, change,
and store call vectors in real-time. These features allow your C all Cen ter man agers to
fine-tune the Call Center on the fly to maintain peak performance levels. You will be
able to quickly:

• Analyze trends

• Establish performance benchmarks

• Plan new marketing or customer service campaigns

• Match personnel resources to caller volumes and skill needs

• Identify areas for productivity gains and cost savings

• Identify training needs by agent and application

Optional features include Multiple ACD reports and “what if” forecasting. CentreVu
CMS provides the information needed to manage the people, traffic load, and
equipment in an ACD environment.

CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform
with a high performance reduced-instruction-set computer (RISC) processor in
conjunction with the ACD features of CentreVu Call Center. Status information is
sent to CentreVu CMS from the Avaya IP600 while ACD activities are in progress.
This information includes specific event data on calls by agent, agent group, station,
queued calls, trunks, trunk groups, and agent actions. With optional Call Vectoring,
vector and Vector Directory Number (VDN) data is also tracked and stored. CentreVu
CMS provides the information needed to manage the people, traffic load, and
equipment in an ACD environment.

Note:

Avaya IP600 does not support the CMS High Availability option.

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CMS add-on packages

CMS add-on packages

The following sections describe CMS add-on packages:

• CentreVu Supervisor

• CentreVu Explorer II

• CentreVu Visual Vectors

CentreVu Supervisor

CentreVu Supervisor is an effective management tool that expands the capabilities of
the CentreVu Call Management System (CMS). CentreVu Supervisor gives call

center managers access to these capabilities and much more — all from the
convenience of a desktop or laptop PC.

Now you can view your Call Center through a user-friendly, graphical user interface
(GUI). With CentreVu Supervisor, the powerful capabilities of CentreVu CMS are
expanded to provide a variety of administrative tools and reports to maximize your
Call Center performance. CentreVu Supervisor enables you to:

• Generate status reports in full customizable color graphical formats that are easy

to interpret at a glance

5

• Perform administration tasks easily using a mouse versus a series of commands

• Run other PC applications while actively mon itoring Call Center conditions

• Create thresholds for each individual supervisor or manager

• Connect to a LAN allowing a CentreVu Supervisor user to print reports on any

network printer for which the user has permissions

• View reports on the Web, saving time and distribution costs

• Schedule reports, printing and other administra tive operations at a later time

• Access multi-sit e, real-time reporting for optimal Call Center management

CentreVu Supervisor gives Call Centers access to these capabilities from the
convenience of desktop P C su pport ed by Win dows 95 , Win dows 98 , or Wi ndows NT

4.0.

The recommended PC configuration to support Call Center client applications in a
Windows environment is:

• Processor: Pentium 133 MHz or faster

• RAM: 48 megabytes

• Resolution: SVGA with a graphics adapter supporting 16-bit color (64K colors)

or higher, with 800 x 600 resolution or higher

• Available free disk space: 30 megabytes or more before installation of CentreVu

Supervisor (English)

• Communications: TCP/IP protocol stack

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55

CMS add-on packages 5

CentreVu Explorer II

CentreVu Explorer II takes your CentreVu CMS reporting capabilities to the next
level by providing a more granular view of agent and call activity throughout your
call center operation. CentreVu Explorer II is an optional, server-based application
that collects and stores the historical information that is gathered in CentreVu CMS.
Using standard web-browser software and CentreVu Explorer II’s graphical user
interface, you can easily access CentreVu Explorer’s unique query and reporting
capabilities from virtually any client PC.

CentreVu Explorer II gives your Call Center the following advantages:

• Cradle-to-Grave Reporting

All queries result in the return of accurate information produced by your Call
Center. With CentreVu Explorer II, you have a complete view of all touch points
for a caller, including the number of times the caller was transferred or placed on

hold plus each call’s total hold and call-handling time for the caller for months
and even years after the actual call was received.

• Continuous Query Engine

CentreVu Explorer II’s query engine enables thousands of query combinations to
transform your current Call Center information into strategic knowledge.

• Reporting Engine

Common queries can be created and shared with all system users for ef ficient and
consistent reporting.

• Efficient Automatic Number Identification (ANI) Analysis

CentreVu Explorer II implements powerful analysis and queries of ANI.

• Customer Classification

Using Information Indicator (II) digits, available with ISDN, CentreVu Explorer

II allows the analysis of a call’s origin, identifying customers who call from pay
phones, prisons, hotels, coin, and cellular phones (to mention a few).

• Abandoned Call Analysis

CentreVu Explorer II provides details not only for callers who abandon the queue,
but also those callers who abandon while placed on hold by the agent. Without
expensive custom software, information is rarely available regardin g callers who
abandon a Call Center.

• Special Call Treatment Analysis

CentreVu Explorer II tracks and stores unique call events such as calls marked as
malicious, calls having audio problems, or calls that were service observed.

Detailed call information, along with the CentreVu Explorer II software, is stored on

a Microsoft Windows NT server with SQL 7.0 connected to the Call Center’s local
area network (LAN). Call Center personnel simply use their desktop PCs, equipped
with standard Web browsers, to access the server and retrieve, sort, and analyze call
data stored in the CentreVu Explorer II’s local database. CentreVu Explorer II
enables you to track how each and every incoming call was handled.

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CMS add-on packages

You can use your Window s-bas ed works tatio ns with a Web bro wser to connect t o the
LAN and use the CentreVu Explorer II GUI to access the local database and access
details such as how many times a call has been put on hold or transferred, and by
whom. With CentreVu Explorer II, your Call Center managers can select and analyze
a comprehensive array of detailed call criteria, produce a variety of reports, and
perform database administration, all from the convenience of their desktop PCs.

CentreVu Explorer II transforms valuable CentreVu Call Center information into

powerful knowledge. With CentreVu Explorer II, you can feel confident that you’re
making informed decisions and evaluating your business armed with all the
knowledge available to you.

CentreVu Visual Vectors

CentreVu Visual Vectors is a client application that communicates with CentreVu
CMS through CentreVu Visual Vectors server software residing on the CMS
platform. CentreVu Visual Vectors is a Java application that provides a GUI for
creating and editing vectors and administering VDN assignments. Icons are provided
for vector steps, with the capability to display actual vector contents in text format.
Customers can use “drag and drop” operations to construct or edit vectors. Additional
information can be associated with the vector steps. For example, comments can be
attached with descriptions of announcements or route-to destinations. The vector
editor can be used in a standalone mode to create or edit vectors and store them in a
local scratchpad on the client for later installation on an ACD.

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CentreVu Compact Call Center Solutions Packages 5

CentreVu Compact Call Center Solutions Packages

The CentreVu Compact Call Center solutions are an easy and cost-effective way for
businesses to implement small Call Centers. Two packages are available:

• Basic Package

The Basic Package offers the following features:

~ Support for 6, 12, 25, or 50 agents
~ DEFINITY Release 9 and Release 9 Deluxe Call Center software Right-to-Use

(RTU) license

~ Basic Call Management System RTU license
~ BCMS Vu Release 2 single-user license
~ CD-ROM-based ACD/Vectoring training
~ CD-ROM-based Basic Call Management System administrative training

• Enhanced Package

The Enhanced Package offers the following features:

~ Support for 6, 12, 25, or 50 agents
~ Deluxe Call Center software RTU license
~ Basic Call Management System RTU license
~ BCMS Vu Release 2 single-user license
~ CD-ROM-based ACD/Vectoring training
~ CD-ROM-based Basic Call Management System administrative training
~ Avaya IP600 Integrated Announcements are activated to enable delayed

announcements

~ Avaya IP600 Call Classifier circuit pack, which enables calls centers to offer

callers simplified call prompting capabilities for basic menu selections and
routing options without the need for a CONVERSANT system

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6 Wireless Solutions

Most businesses today struggle to improve customer service and increase profits while controlling staff size and
costs. To maintain a balance between service and costs, employees must be more productive, responsive, and
mobile in performing their jobs. Wireless solutions offer cost control by:

• Reducing time and resources paging employees

• Not having to interrupt work to find a telephone

• Not having to rush to answer calls

• Not having to be tethered to a desk waiting for an imp ortant call

Reliable wireless tools remove the fear of losing customers who cannot reach you at your desk.

A vaya is the top U.S. pro vider of wireles s solutions for business . Avaya’s cordless telephones and speakerp hones
provide the freedom to place and receive calls while out of the immediate work area. Avaya’ s Mobility Solutions
offer a range of options, from cordless te lephones to integrated cel lular business sy stems that greatly enhance the
flexibility of wireless services.

Note:

Some applications and products are unavailable in s ome countries. Please
check with your local distributor for further information about features
and applications available to you.

Medium-Range mobility

The TransTalk 9000 depicted in Figure 4 on page 60 is a multiline, single- or
multizone solution that allows you to roam up to 700 feet (213 meters) from the base
station. In most business environments it covers up to 500,000 square feet (45,000
square meters).

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Medium-Range mobility 6

Figure 4. TransTalk 9000

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cydptt9 LJK 110600

TransTalk 9000 is available in two configurations:

• Complete System: carrier that holds up to six radio modules, MDW 9031

pocketphone, and corresponding charging cradles, radio modules, and holsters

• Stand-alone: a single radio module, wireless telephone, charging cradle, and

holster

Avaya’s wireless telephones offer the following features:

• Crystal-clear voice quality

• Consistent privacy and secure operation

• Intercom feature

• Conference and transfer capabilities

• Programmable feature buttons

• Automatic registratio n

• Trouble lights

• Extended battery life

• Battery pack and optional battery backup

• Rapid battery charger (2½ hours)

• Dynamic power adjustment

• Mute button

60

• Mobility-range test capabilities

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Long-Range mobility

Long-Range mobility

Avaya offers two powerful long-range solutions for contact with customers,
coworkers, and suppliers from anywhere in the office. In both systems, overlapping
zones enable mobility without changing telephones. (See Figure 5.) The telephone

connection is “handed off” from one transmitter to another, as directed by a single
radio controller.

Figure 5. Long-Range mobility

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The DEFINITY Wireless Business System PWT, when integrated with Avaya IP600 ,
offers inherent efficiencies.

This solution is supported by a patented software pro duct unique to the wireless
industry. Avaya’s Wireless System-Engineering Expert-Design System analyzes a
building or campus space and determines how the wireless system should be
configured. By determining the ideal location for base stations within the structure or
structures, this software simplifies one of the most difficult aspects of wireless
implementation — ensuring maximum efficiency and lower lifecycle costs.

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cydplora LJK 110600

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DEFINITY Wireless Business System PWT 6

DEFINITY Wireless Business System PWT

The DEFINITY Wireless Business System PWT relies on Avaya IP600 to manage
mobility. It uses Personal Wi reless Telecommu nications-based tech nology, which is a
leading protocol in the United States. This protocol permits up to 12 simultaneous
conversations per base station and defines the radio interface between the portable
telephones and the base stations in the system.

The DEFINITY Wireless Business System PWT is fully integrated with Avaya
IP600, offering full access to Avaya IP600 features. This configuration has the
following maximum capacities:

• 1500 wireless telephones

• 240 base stations

• 7,000 to 40,000 calls per busy hour (depending on Avaya IP600 configuration)

• 6 million square-foot (360,000 square-meter) coverage area

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7 Computer Telephony Integration

Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal
computers, which can increase productivity and customer satisfaction through the exchange of information
between the PC and the telephone. CTI applications integrate data processing, data communications, and voice
communications.

Avaya IP600 supports the following types of CTI applications.

• Server-based solutions, which require the Avaya CentreVu Telephony server, the

co-resident DEFINITY LAN Gateway (DLG) function (which resides on the
Avaya IP600 TN795 Processor circuit pack) and connectivity to DLG via the
TN795 Processor circuit pack, or optionally via the TN799C C-LAN board.

• Avaya IP Softphones, which enable users to control telephone calls (both

incoming and outgoing) directly from a personal computer.

• www.messenger, which provides quick and easy access to your telephone, fax,

and text messages through your Web browser.

Server-based solutions

Avaya IP600 supports third-party CTI applications via ASAI and TCP/ IP links. These
CTI links are supported on Avaya IP600 via the DEFINITY LAN Gateway
functionality, which is co-resident on the Avaya IP600 Processor board (TN795).

The co-resident DEFINITY LAN Gateway supports one ASAI link. The ASAI link is
normally routed from the CTI Server (an external Windows NT or Windows 2000
server) running CentreVu to the TN795 Processor circuit pack via TCP/IP.

For security reasons, the link may be routed from the CTI Server to a C-LAN board
(TN799) in the Avaya IP600 system. The C-LAN board requires use of one additional
slot in the Avaya IP600 cabinet. The maximum message rate over the ASAI link is
100 messages per second full duplex, regardless of whether the link is going directly
to the TN795 Processor board or being routed via a TN799 C-LAN board.

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Third-Party applications 7

Third-Party applications

All third-party CTI applications are supported by Avaya IP600, except for those that
require adjunct routing. The following is a list of some CTI applications that are
currently available. Availability varies by country.

• Intuition

Intuition is designed to be a cost-effective software application providing easier
entry into CTI for small Call Center customers. Intuition aut omates the business

process by using sophisticated rules-based intelligence. It “listens” for events
such as inbound and outbound calls, Dynamic Data Excha nge (DDE), hot key and
time-based events, then applies the rules yo u define. For example, you can define
an Intuition Rule that runs a script or opens a spreadsheet when you get a call
from a stockbroker.

While Intuition is similar to Sixth Sense, Intu ition integrates closely with
SoftPhone Agent v.5 and includes the following features:

~ Script Recorder for creating scripts by recording user keystrokes
~ Simulation for telephony events
~ Auto-attendant sup port for scriptless call handling
~ Enhanced User Interface

• FastCall Agent 3.0

FastCall Agent is the next generation of Avaya’s CTI m iddlewar e pro duct called
FastCall. The new release is designed to offer even easier installation and
usability. FastCall Agent provides a broad range of CTI functionality without
requiring changes to applications or development of custom software programs.

FastCall Agent resides between the telephone system and computer applications –
thus the term “middleware.” This approach allows the agent to enable these
applications with inbound and outbound CTI capabilities without comput er code
changes within the application itself. This provides a great degree of flexibility
for companies with multiple departments, particularly when each department has
a different application.

In addition, changes to the application do not affect FastCall Agent. FastCall
Agent can be reconfigured to adapt to a new application quickly and easily.
FastCall Agent “screen pops” populate a call center agent’s Windows-based
application screen based on the calling number (ANI), called number (DID,
DNIS, ACD group, or other telephone system identifier), or the caller’s touch
tone input as the incoming call is received. These applications could include
databases, help desk packages, sales force automation programs, personal
information managers (PIMs), contact managers, word processors, spreadsheets,
customized inquiry systems, or a combination of these applications.

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8 Enterprise Class IP Solutions

The capabilities and applications of Avaya IP600 are extended with the introduction of Enterprise Class IP
Solutions (ECLIPS). ECLIPS supports audio/voice over a LAN or WAN, and it ensures that remote workers
have access to communication system features from their PCs.

Although voice quality can and will vary based on LAN conditions, Avaya IP600 offers features that enable
management of the quality of voice communications. Avaya IP600 supports 3 Quality of Service methods:

• IP standard, Differentiated Services (DiffServ) — sets Type-of-Service (TOS) in

IP header of voice packets

• Ethernet standard 802.1 p/q — sets priority level in the layer 2 Ethernet packet

header

• UDP port range administration — ports largely dedicated for voice packets

IP trunk bypass to PSTN trunk is also supported with administrable thresholds for latency and packet loss.
This release also introduces hairpin and IP-IP direct connections, two features that make voice communications

more efficient. These features increase the efficiency of voice communications by reducing both per port costs
and IP bandwidth usage. Hairpin connections reroute the voice channel connecting two IP endpoints, so that the
voice goes through the media processor board in IP format, thereby bypassing the DEFINITY TDM bus. IP-IP
direct connections route the voice channel connecting two IP endpo ints by sending the v oice directly throu gh the
LAN or WAN between the two endpoints, instead of carrying a mixed connection of IP signaling and TDM bus
signaling.

To maximize voice quality using ECLIPS, you must consider both your hardware and network configurations.
For example, with IP Softphones, you can send the audio over traditional circuit switch lines, providing high
quality voice, or over IP using LAN connections. When making calls over the LAN, voice quality will vary and
may be unacceptable if you don't tune your computers and data network.

Avaya IP600 supports a trunk configuration, four types of softphones, and three models of IP telephone, using
the TN2302AP, which is an IP-media processor circuit pack. The TN230 2AP IP media p rocessor provides H.3 23
trunk connections and H.323 voice processing for IP telephones. The features that use the TN2302AP also
require the TN799C C-LAN circuit pack.

Trunks

ECLIPS support the TN2302AP IP media processor, which enables H.323 trunk
service using IP connectivity between two DEFINITY systems. The H.323 trunk
groups can be configured as DEFINITY-specific tie trunks, generic tie trunks, or
direct-inward-dial (DID) “public” trunks. In addition, the H.323 trunks support ISDN
features such as QSIG and BSR.

Up to 64 Avaya IP600s can be networked through DCS with full feature
transparency. More than 1000 Avaya IP600s can be networked with near full feature
transparency. Avaya IP600s network seamlessly with DEFINITY systems.

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Avaya IP Softphones 8

Avaya IP Softphones

Avaya IP Softphones operate on a PC equipped with Microsoft Windows 95/98/NT
and with TCP/IP connectivity to the Avaya IP600. Avaya IP600 used with Avaya
IP Softphones offers enhancements to information display, security, and
serviceability. For example, the administrator can obtain information about the Avaya
IP Softphone connection type and can list registered IP stations.

Release 2 introduces the improved audio qu ality via i-Clarity and a call-bar option for
the visual graphical user interface (phone picture is already available). A lightweight
directory access protocol (LDAP) client allows access to LDAP-compliant databases.
The Avaya IP Softphone Release 2 is CTI/TAPI compliant.

Multiple call appearances, conference, transfer, hold, mute, redial, and volume
control are provided by the Avaya IP Softphone. Access to DEFINITY station
features is standard. Multiple audio voice codecs are supported as well as
multilanguage.

ECLIPS supports the following four softphone applications: Road Warrior,
Telecommuter, CentreVu IP Agent, and Native H.323.

Road Warrior

Telecommuter

Enables use of the full feature set from temporary remote locations anywhere in the
world. The road-warrior application cons ists of two software applications running on
a PC that is connected to the Avaya IP600 over an IP network. The single network
connection between the PC and Avaya IP600 carries two channels, one for the
signaling path and one for the voice path. On the Avaya IP600, the road-warrior
application requires the TN799C C-LAN circuit pack for signaling and the
TN2302AP IP Media Processor for voice processing.

Enables telecommuters to use the full Avaya IP600 feature set from home. I t cons ists
of a PC and a telephone with separate connections to Avaya IP600. The PC provides
the signaling path and the user interface for call control. A standard telephone
provides a high-quality voice path. The telecommuter application requires the
TN799C C-LAN circuit pack for signaling. The telecommuter application does not
use the TN2302AP IP Media Processor.

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Avaya IP Telephones

CentreVu IP Agent

Provides a variation of the telecommuter application. CentreVu IP Agent emulates a n
Avaya set and provides use of the call end capabilities required for Call Center

operations from a remote location, such as the agent’s home.

Native H.323

This is an IP-connected softphone run ning off-the-sh elf H.323 software. It o perates as
a single-line phone with limited features, which are activated by Feature Access
Codes.

Avaya IP Telephones

The 4600-series Avaya IP telephones use the IP technology with Ethernet line
interfaces and downloadable firmware. These telephones emulate DCP 6400-series
telephones and provide all of the same features except for the group listen
speakerphone feature. The first release of the 4600-series Avaya IP telephones uses
the dual connection architecture to register and communicate with the Avaya IP600
switch. This series of telephones includes the 4606, 4612, and 4624 models.

8

Avaya R300 Remote Office Communicator

Avaya R300 Remote Office Communicator (Avaya R 300) is a pro duct that acts like a
simple switch at the remote site to connect remote stations and local access trunks.
The Avaya R300 unit supports VOIP and DCP, as well as analog line and trunk
connections. In addition, each Avaya R300 unit supports 12 remote dial access data
channels. An Avaya IP600 switch can support up to16 Avaya R300 units.

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Avaya R300 Remote Office Communicator 8

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9 Telecommuting/Virtual Office

A vay a’s research and independent industry studies sho w that telecom mut ers are gener al ly 15 t o 30 percen t more
productive. Telecommuters convert travel time into productive work time, are less likely to be distracted by
normal office routines, and frequently end up working longer hours with greater output. During severe weather,
telecommuters can continue working while others are stuck at home without access to work-related systems and
tools.

Special Avaya IP600 system modules are available for telecommuting workers. In addition, many standard
Avaya IP600 and voice messaging features are effective for telecommuters.

Avaya IP600 features for telecommuting

Avaya IP600 includes several features that make telecommuting more convenient.
See ‘‘Avaya IP Softphones’’ on page 66

Remote Ca l l Coverage/ Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net

Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to a
remote location. This allows calls that are placed to your office telephone number to
be redirected to your home office. If not answered, you can administer the system to
monitor calls and retrieve them for additional processing, or leave calls at the remote
location. There is a one-second delay before the caller connects to the remote
telephone.

Extended User Administration of Redirected Calls (Telecommuting Access)

Extended User Administration of Redirected Calls (also called Telecommuting
Access) allows you to change the active call coverage path or forwarding extension
from any on-site or off-site location. This feature allows you to change the path or
extension from your home office.

Personal Station Access

Personal Station Access allows you to transfer telephone station preferences and
permissions to any other compatible telepho ne. Preferences can include the d efinition
of terminal buttons, abbreviated dial lists, and Class of Service and Class of
Restrictions permissi ons. It can be used on -site or off-site using DE FINITY Exten der.
This feature has several telecommuting applications. For example, several
telecommuting employees can share an office on different days of the week.

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Pipeline 15 9

Station Security Codes

Station Security Codes protect access to telephone stations and can be chan ged by th e
telephone users. This feature allows you to ensure protection of your console features.

All of these features are described in detail in DEFINITY Enterprise Communications

Server Release 9 Administrator’s Guide, (555-230-506), which is on the

documentation CD under the following feature names:

• Call Coverage

• Call Forwarding

• Extended User Administration of Redirected Calls

• Personal Station Access

• Station Security Codes

Pipeline 15

The Ascend Pipeline 15 is an Integrated Services Digital Network-Basic Rate
Interface
services, such as corporate headquarters, intranet, or the internet over an ISDN-BRI
line. The Pipeline 15 supports high-speed digital connections while simultaneously
offering two analog ports for sharing the ISDN-BRI line with analog devices such as
a telephone, fax machine, answering machine, an d/or modem. By com bining separate
transmission services over a single line, the Pipeline15 allows users to consolidate
billing and achieve superior consolidated performance.

(ISDN-BRI) terminal adapter that provides single user access to remote

Installing and configuring the PipeLine 15 is easy. The Pipeline 15 connects to an
IBM-compatible PC, Macintosh, or UNIX workstation via an RS-232 serial cable and
has a powerful graphical user interface that lets users set up and configure their unit in
less than 15 minutes.

The Pipeline 15 supports integrated Multilink PPP, Multilink Protocol Plus, and
Bandwidth Allocation Control Protocol, which will save users money each year by
dynamically adding and subtracting bandwidth based on need. The Pipeline 15 also
supports caller line ID devices on its two analog ports and advanced analog calling
features such as hold, drop, conference, and transfer.

Additionally, a comprehensive series of Pipeline and SuperPipe access routers are
available.

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DEFINITY Extender

DEFINITY Extender

DEFINITY Extender is a single-box remote voice and data solution for
telecommuters, remote agents, and branch offices using Avaya IP600. DEFINITY
Extender helps increase the productivity and performance of remote workers by
allowing them to access the features of the Avaya IP600 system and their corporate
LAN. With the DEFINITY Extender, remote voice access is just as simple as remote
data access for off-premises employees.

The DEFINITY Extender product family provides off-site employees with all of the
features of their Avaya IP600 system, no matter where they are located, over analog
or ISDN-BRI connections. A switch module located at the Avaya IP600 location and
a remote module located at the off-premises location are all you need to provide an
off-premises employee with full voice and data communications functionality.

AUDIX features for telecommuting

The following AUDIX features are useful for telecommuting:

• Multiple Personal Greetings allow subscribers to prepare a pool of up to 9

personal greetings to save time and provide personalized customer service.
Separate messages can indicate the subscriber is on the telephone, away from the
desk, or on vacation.

9

Note:

• Outcalling automatically dials a prearranged telephone number or pager when

• Priority Outcalling provid es outcalling notification of priority messages only.

• Call Answering for Nonresident Subscribers provides AUDIX system mailboxes

For example, when working at home, you set Priority Outcalling so the system will

call you when you have messages marked “priority” by the caller. Then yo u activate a
personal greeting that says something like, “Thanks for calling. I’m working away
from the office today. I’ll be checking voice mail periodically, so please leave a
message. If your message is urgent, press 2 after recording it. This will give your
message priority status. The system will notify me of your priority message almost
immediately.”

Multiple Personal Greetings only works in a centralized environment.
With the Mode Codes interface, you cannot set up separate internal and
external greetings.

messages are received in a user’s mailbox. The s ystem tells whoever answers that
messages have been received and allows them to log in to the AUDIX system.

This allows the telecommuter to be relatively undisturbed by notifications of
messages that do not require immediate attention.

for remote users who do not have a telepho ne but do h ave an extensi on number on
Avaya IP600.

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AUDIX features for telecommuting 9

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10 System Administration

Avaya IP600 offers a variety of modular tools for managing your system.
Telephone and facility administration features allow you to admin ister telephones, computers, facilities, and

features throughout your system or network. Traffic management features allow you to measure, manage, and
report on the voice and data communications traffic throughout your system or network. Maintenance features
allow you to view the health of your system and perform maintenance procedures on your own system.

Avaya’s broad system management philosophy extends Avaya IP600’s power and fl exibility into the tools for
managing the system. These tools are based on the user-friendly architecture that is the hallmark of Avaya’s
DEFINITY products.

DEFINITY Site Administration

Avaya IP600 applications are pre-loaded on the hardware platform. The actual set up
of customer translations are administered through DEFINITY Site Administration
(DSA), which is integrated into the hardware platform. DSA is a general-purpose
system management tool that simplifies basic administra tion. With this application,
users can easily navigate, display, add, modify, and/or remove the Avaya IP600
system and related objects. The standard SAT (system administration terminal)
interface is still available for use through SAT emulation.

DSA streamlines common system administration tasks by providing:

• Shortcuts to administration commands

• The ability to schedule tasks to run at a later d ate

• The ability to print button labels

• The ability to easily create AUDIX subscribers with either a default mailbox or a

custom mailbox

DSA provides a Windows 32-bit graphical user interface and runs on Windows 95,
Windows 98, and Windows NT 4.0 or later. Designed to support DEFINITY AUDIX
and I

NTUITY AUDIX systems, DSA requires an active Avaya IP600 or AUDIX

connection for proper operation.
DSA provides the following functionality:

• Browser

The Browser provides navigation and access to features and services. The user
creates hosts and related data objects and accesses the Avaya IP600 and/or
AUDIX hosts from the Browser. The Browser is based on a standard tree view
and forms the central user interface component in DSA.

• Emulation

DSA’s emulation support includes AT&T 4410 and provides the most basic form
of system admi nistration.

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DEFINITY Site Administration 10

• Graphically Enhanced DEFINITY Interface (GEDI)

The GEDI feature provides users with a Windows-like interface to:

~ Add objects
~ Remove objects
~ Change objects
~ View the status of objects
~ Duplicate objects
~ Test objects
~ Generate tasks that may be sche duled to ru n at a later date and time

• Scheduler

The Scheduler lets users specify a task to run at a specific date and time. A task is
a collection of one or more operations that users specify to run at a pred etermined
time. Tasks are generated from either the Graphically Enhanced DEFINITY
Interface, the Add User Wizard, or Call Accounting Data Export.

• Event Log

The Event Log allows users to view the results of running and completed tasks.

• Job Viewer

The Job Viewer allows users to view the task or job status while it is being
executed. The Job Viewer also shows the queue of jobs to be run.

• Button Label Printing

The Button Label Printing feature lets users print button labels for the handsets
using a standard Windows laser printer. This feature also provides a graphical
print preview. The Button Label Printing feature supports printing multiple labels
of the same type.

• Add User Wizard

The Add User Wizard assists in creating station and subscriber details by
automatically providing help such as available extensions and ports and allowing
users to base the creation on an existing template.

• Call Accounting Data Export

The Call Accounting Data Export feature lets users export information on
stations, trunks, agent login identification, Authorization Codes, and trunk
circuits from the Av aya IP600 system to share with any third party call accounting
program that supports DSA.

• Import/Export Capab ility

DSA provides easy graphical exporting and importing of agent login, coverage
paths, hunt groups, data modules, stations, trunk groups, and VDNs. Users can
export data fields to databases such as Microsoft Excel. Users can then change the
data, import the data back into DSA, and then resend the data to the Avaya IP600
system. The import/export capability can also assist users in creating corporate
directories and custom reports.

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DEFINITY Site Administration

• Global Change Capability

The global change capability lets users select and change field values in one or
more of the following objects that matches a search filter:

~ Agent login ID
~ Coverage path
~ Data module
~ Hunt group
~ Station
~ Trunk group
~ VDN

• Create Station Templates Wizard

The Create Station Templates wizard steps users through instructions on how to
create station templates.

• Add Bridged Appearances Wizard

The Add Bridged Appearances wizard steps users through ins t ruction s on how to
add bridged appearances to telephones.

• Out-of-Service Trunks

10

The Out-of-Service Trunks feature creates a task that checks periodically for out­of-service trunks. If an out-of-service trunk is found, the users are notified either
in the DSA message box or by email.

• Reports

DEFINITY Site Administration pro vides the following reports:

~ Browse Dial Ranges lets users quickly and easily view the complete dial

ranges in the Avaya IP600 system.

~ Browse Stations lets users quickly view all assi gned s tatio ns in the Avaya

IP600 sys t em.

~ Browse Unused Ports lets users view the available ports in the system.
~ Find Unused Extension lets users view unused and available extensions.

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Administration 10

Administration

Avaya IP600 includes features that simplify and accelerate the administration
process.

Portless Administration/Administration Without Hardware

The Administration Without Hardware feature offers the capability to administer
station forms without specifying a port location. Administered stations will not cause
alarms or errors when the station is translated but not yet installed. Thes e station types

are referred to as “phantom” stations. Phantom extensions are used for Automatic
Call Distribution Dialed-Number Identification Service (ACD-DNIS). This feature
allows a phantom extension to be administered on the switch for each call type that
needs to be identified to agents. The phantom ACD extension is either “call
forwarded” (via an attendant console) to an ACD split or has its coverage path
defined to include the ACD split. The name field administered for the phantom
extension will identify to the ACD agent which service the caller is attempting to
reach, allowing the agent to properly address the caller.

The Administration Without Hardware feature also supports the ability to store
station templates (models). These can later be used with the duplicate station
command to implement many station forms of the same type in the switch.

The Administration Without Hardware feature can be used to streamline system
initializations, major additions, and rearrangement/changes by allowing telephone
translations to be entered before the actual ports are assigned.

The Administration Without Hardware feature can be used on the following
telephone types:

• Analog telephones

• Digital Communications Protocol (DCP) telephones

• Hybrid telephones

Avaya IP600’s configurations support telephone types in addition to those listed
above. These include:

• Attendant consoles

• Voice/computers (such as DCP telephones with voice and data capabilities)

• Data modules

• Analog queue warning ports

• Announcement circuit packs

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Scheduling

Automatic Station Relocation/Terminal Translation Initialization

Terminal Translation Initialization (TTI) is a feature that works with the
Administration Without Hardware feature. TTI is part of the Portless
Administration/Administration Without Hardware feature, but can also be a stand­alone feature. TTI associates the terminal translation data with a s pecific port lo cation
through the entry of a special feature-access code, a TTI security code, and an

extension number from a telephone th at is connected to a wired — but untranslated —
jack.

After a telephone is connected to an appropriate jack, the telephone user can dial the
appropriate codes followed by a pretrans lated extension n umber of an Administration
Without Hardware telephone. The system will complete the administration of the
telephone by associating the translation data with the port location and performing
appropriate checks.

TTI reduces labor associated with system initializations, major additions ,
rearrangement and changes, and building wiring. Translation data entry can be
performed without knowledge of the physical layout of circuit packs. End-users can
move their own station equipment if a building is wired to support it, reducing cos ts
for station moves. Individual lines need only be wired to the correct type of port,
rather than to a specific port.

10

Scheduling

System administrators maintain control over the use of TTI through security codes.
TTI and when they use it.

Avaya IP600’s functional scheduling allows you to specify the time a command will
be executed or specify that it should be executed on a periodic basis. Only commands
that do not require user interaction after being entered on the command line (such as
list, display, test) can be scheduled.

Avaya IP600 also supports scheduling of “one shot” requests — commands that are
executed only once and are then removed from the scheduling queue automatically by
the feature, such as save translation commands.

Functional schedulin g enhances administration. For example, scheduling of save
translations is particularly important when large numbers of translation changes are
made during the day and ensures they will be saved to tape at the specified time. The
“one shot” report is particularly useful for scheduling large print jobs at night that are
normally run only once.

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Basic reporting 10

Basic reporting

Avaya IP600 has built-in capabilities for generating reports. These reports are
available without special hardware or software.

• System Measurements reports supply information on the status of all

communication facilities. These reports help determine the efficiency of
resources, including (but not limited to) trunk groups, hunt groups, and the
attendant group.

• System Status reports supply information associated with the attendant group,

major and minor alarms, and traffic measurements.

• The Recent Change History feature reports on the most recent administration and

maintenance commands entered. Avaya IP600 also supplies:

~ New site data on the station form. New fields include the set color, building,

floor, and headset. In additio n, user -defined validation checks are provided for
a subset of the site data items.

~ Scaling enhancements, as well as a ranging and filtering capability, for large

switches. These enhancements allow your system administrator to res trict data
reporting to only the desired amount of switch parameters.

Avaya IP600 also includes the following reports:

• The Class of Restriction report lists the extensions that have a particular Class of

Restriction value or that fall within a range of Class of Restriction valu es.

• The Class of Service report lists the extensions that have a particular Class of

Service value or that fall within a range of Class of Service values.

• The Site Data report lists, by extension, the site da ta associated with stations in

the system. Ranging and filtering capabilities are provided for selected site fields.

Performance measurements

A number of performance measurements are available on Avaya IP600. These
measurements are available in the form of switch-based reports for local or remote
access, and can be collected for subsequent analysis and reporting by adjuncts and
operation support systems using the operation support system interface protocol.
These reports include:

• Socket; DSP; packet loss reports for managing Voice over IP

• Call Coverage reports

• Coverage Points

These measurements can be used to engineer group sizes at coverage points and
to detect station user abuse of the call-coverage feature.

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• Processor Occupancy report

These measurements are listed for the last hour, today’s peak hour, and
yesterday’s peak hour.

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Performance measurements

• The Traffic Summary report offers additional measurements that help configure

the switch, determine the switch’s capacity for growth, and report unauthorized
switch-access attempts.

These measurements can be used to verify that your system and its users are not
experiencing performance degradation due to overloaded switch resources.

• Attendant Position report

• Security Violations report

• Tandem T raffic report

The following measurements are useful in helping you evaluate the network
engineering design for possible reconfiguration. They can help you decide how to
reconfigure networks for lower-cost operation.

• Hunt Group Measurements

• Automatic Route Selection Pattern Measurements

• Trunk Group Detailed Measurements

The following measurements and reports are needed for engineering and load
balancing a large switch. These measurements include:

• Blockage Study report

10

• Port Network and Link Usage

All of these measurements are accessible to an external host via the operation support
system interface.

ECS Reports Generator

The ECS Reports Generator is an easy-to-use, graphical reporting tool that does the
following:

• Maintains a location database of all the systems managed (in addition to Avaya

IP600, it supports DEFINITY Enterprise Communication Systems)

• Provides automated connections via predefined scripts to the various systems

• Captures all predefined reports immediately, or schedules off-peak downloading

to your personal computer

• Creates faxable order forms and keeps a record of all purchases for all systems in

the network

• Provides cut-through administra tion capability with a 513 terminal emulator

• Provides flexible sorting and formatt ing options for report di splay and export to

other applications

• Provides an easy-to-navigate interface, with simple setup procedures

The scheduler can be used for off-pea k, automatic polling o f systems for daily reports
required for monitoring your Avaya IP600 environment. It can also be set up to
invoke special scripts or personal computer applications.

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Call Charge information 10

The ECS Reports Generator produces all standard reports, plus the following:

• The Unused Extension Report shows all unused extensions.

• The Configuration Pictorial graphicall y depicts yo ur system, wi th cabinet, car rier ,

and slot representation. It maps the station data to the configuration data so you
can easily determine where stations are assigned for a port on a circuit pack. You
can easily see which ports are free on which slots and what the port names are.

• The Configuration Summary provides a total system inventory with totals of

circuit packs in use and the total number of free ports. It also recommends ways
to consolidate and conserve resources.

• The Station Reports allow you to sort station data in a variety of columns.

• The Phone Directory allows you to create and maintain a directo ry lis t for g eneral

distribution. You can define some extensions as unlisted, and they will not be
printed in the directory.

• The Out of Service Trunks report notifies you d uring of f-peak hou rs of any trunks

that are not functioning.

All of these reports can export data formatted for use by other database management
applications.

Call Charge information

Avaya IP600 provides two ways to know the approximate charge for outgoing calls:

• Advic e of Charge — For ISDN trunks

Advice of Charge collects charge information from the public network for each
outgoing call. Charge advice is a number representing the cost of a call; it is
recorded as either a charging or currency unit.

• Periodic Pulse Metering — For non-ISDN trunks

Periodic Pulse Metering accumulates pulses transmitted from the public network
at periodic intervals during an outgoing call. At the end of the call, the number of
pulses collected is the basis for determining charges.

Call-charge information helps you to account for the cost of outgoing calls without
waiting for the next bill from your network provider. This information is especially
important in countries where telephone bills are not itemized. You can also use this
information to let employees know the cost of their telephone calls, encouraging them
to save money on toll calls.

Note:

This is unavailable in some countries. Please check with your Account
Executive or local distributor for availability in your country.

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Call Detail Recording

Call Detail Recording

Call Detail Recording (CDR) helps you manage call costs by lett ing y ou monitor and
analyze call patterns and usage in your system.

Call Detail Recording features

Avaya IP600 Release 9 CDR includes the following capabilities:

• Distinguish voice from data on trunk calls

• Determine if a data call used a conversion resource, such as a modem pool

• Choose whether to record the vector directory number in the “Dialed Number”

field of the CDR record, or record either the split or the agent extension in the
same field

• Allow CDR records to be generated for internal calls (calls to and from a set of

extensions, including data endpoints) so administered (a maximum of 500
extensions in large configurations)

• With Call Privacy, allow up to seven digits of the dialed number to be blanked

from the CDR record

10

• Provide CDR call splitting, which allows incoming and outgoing calls to be split

into separate call records in order to track calls that transferred to other internal
parties

Variable format records

Avaya IP600 provides many differ ent selectable fo rmats. This o ffers a fl exible means
of incorporating new fields in the call detail record as new switch features and new
CDR devices become available. The variable format allows you to define a record in
terms of its content (from a set of available data elements), the position of its fields,
and the spacing between the fields. This method can be used to construct the 15-, 18-,
and 24-word standard formats and custom formats.

If calls come in while the CDR link is down and the buffer is filled to maximum,
Avaya IP600 gives you the following administrable call-record handling options:

• Block the calls with reorder

• Allow the calls to overwrite records

• Route the calls to an attendant with the option to proceed as a Non-Call Detail

Recording call

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Security 10

Call Detail Recording devices

There is no RS-232 interface provided by Avaya IP600 for LAN. Your CDR Output
Records are stored in D:Lucent Data/CDR in files Cas.in and Cdr.out.

Call Accounting Systems

DEFINITY Network Telemanagement (DNT)

Call Accounting System for Windows (CFW)

Call Accounting System XP

Call Accounting System T e r min al

Several options are available to you for call accounting, depending on what type of
system administration tools you are using.

DEFINITY Network Telemanagement (DNT) is a multi-user telemanagement

system. See “Call Accounting Systems” in Chapter 3, Adjuncts for more information.

The Call Accounting System for Wi ndows allows you to generat e comprehensi ve and
accurate accounting reports using the Microsoft Windows environment. See “Call

Accounting Systems” in Chapter 3, Adjuncts, for more information.

The Call Accounting System XP has functionality equivalent to DEFINITY Network
Telemanagement, but only offers call accounting. Call Accounting System XP is a
LAN/WAN-based application that supports customers with multi-user requirements.

Avaya’s Call Accounting System Terminal is an easy-to-install hardware and
software package that enables you to assign expenses to as many as three
organizational levels. For example, you might assign costs at the department, cost
center, or extension level.

The system makes it easy fo r you to gen erate a wide v ariety of ac countin g and system
reports. For example, the Facility Grade of Service Report helps identify the number
of trunk lines needed to respond efficiently to incoming calls. You can also generate
toll fraud reports and alarms that identify excessive personal calls, u nauthorized calls,
and calls to expensive dial-up recordings.

INTUITY Call Accounting System

If you are using any of the INTUITY voice messaging products, the INTUITY Call
Accounting System is probably the most effective call accounting solution.

Security

Besides the toll-fraud detection options available with the Call Accounting Systems
described in the previous section, Avaya IP600 includes many other security features,
some of which are an integral part of the system design.

Call Restrictions

By dialing an access code, administrators and attendants have the ability to restrict
users from making or receiving certain types of calls. There are five restrictions:

• Outward — Users cannot place external calls.

• Station-to-station — Users cannot place or receive internal calls.

• Termination — Users cannot receive any calls (except priority calls).

• Toll — Users cannot place toll calls.

• Total — Users can neither place nor receive any calls.

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11 Networking

Avaya IP600 provides powerful voice and data capabilities and connections to a variety of voice and data

networks. Avaya IP600 builds on Av aya’s established networking strengths to offer you network-management
features, network interfaces, a variety of private-network configurations, and end-to-end Integrated Software
Defined Network (ISDN) capabilities. Avaya’s leadership in developing and supporting open international
networking standards is also apparent in Avaya IP600’s compatibility with the QSIG global standards.

Note:

Some applications or products are unavailable in some countries. Please
check with your local distributor for further information.

Uniform Dial Plan

Uniform Dial Plan provides a common 4- or 5-digit dial plan that can be shared
among a group of private-network switches. Interswitch and intraswitch dialing both
require 4- or 5-digit dialing. This feature is used with either:

• An electronic tandem network (ETN)

• A main/satellite/tributaryconfiguration and Distributed Communications Systems

(DCS).

In addition, it can provide uniform 4- or 5-digit dialing between 2 or more private­switching systems without ETN, main, satellite, and tributary switches, or DCS.

With Uniform Dial Plan (UDP), a unique 4- or 5-digit number is assigned to each
station in the network. A unique number (private-network location code plus
extension) can be used at any location in the ETN to acces s that station. Avaya IP600
enhances the standard uniform dial plan with the unrestricted 5-digit uniform dial
plan, which allows up to five digits to be parsed for call routing.

Distributed Communication System — Integrated SDN and Non-Integrated SDN

For a multilocation company that requires several systems, DCS may be the answer.
DCS is an arrangement of private-network switches, referred to as nodes. The
maximum number of nodes that can be in a DCS complex varies from 20 to 63,
depending on the particular configuration of switches. DCS nodes can be physically
located in the same building, spread across a campus, or scattered across the country
or around the world. Digital trunks interconnect the switches that serve the DCS
complex. The links connecting a DCS may also be provided via a Virtual Private
Network (VPN).

The functions and features of DCS are made possible by the use of an advanced
interprocessor data link connecting each switch, allowing call-processing information
to be passed from one switch to another. The data link supplies selected feature
transparency and efficient utilization of shared facilities.

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Distributed Communication System — Integrated
SDN and Non-Integrated SDN

Feature transparency means that features work the same from a user’s perspective,
whether the telephones involved are assigned to the same switch or to different
switches. Users in a DCS can dial each other with four or five digits as if they were all
on the same switch.

Here are some examples of feature transparency in a DCS:

• Leave Word Calling (LWC) allows you to press a button on your telephone and

leave a standard “call me” message with your name and phone number. When
your Avaya IP600 is linked with other switches in a DCS, you can call any
employee in the DCS complex and press the LWC button to automatically leave a
standard message.

• Calling-Party Name Display — If your telephone is equipped with a digital

display, information about the person calling you is displayed before you pick up
the receiver. With DCS you know who is calling and whether that person is in a
nearby building or across the country.

• Centralized Messaging services for an entire DCS complex (subnetwork) may be

coordinated by one system, depending on the traffic volumes and versions of the
main and remote switches. This means that switches with smaller messag ing
requirements do not share a voice messaging system with another switch.

Avaya IP600’s DCS features DCS over Integrated Software Defined Network­Primary Rate Interface (ISDN-PRI) with path replacement for optimizing trunks.
Thus, when you transfer out of your AUDIX voice messaging system, for example,
Avaya IP600 sets up a new path that optimizes system resources.

11

Distributed Communications System and ISDN

DCS nodes are connected by digital trunks (for example, using DS1 or ISDN-PRI
facilities). Avaya IP600 can send DCS messages over ISDN-PRI D channels. As a
result, you are not limited to private or leased facilities between your various
locations. You can also use public-network services. (See Figure 6.)

The SDN supports every DCS transparency except the following:

• DCS attendant control of trunk group access

• DCS attendant direct trunk group selection

• DCS busy verification of terminals

All other capabilities and limitations associated with the DCS still app ly.
AUDIX systems networked via DCS can also be supported over ISDN-PRI. (See

Chapter 4, Intuity AUDIX Messaging, for more information.)

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Avaya IP600 DCS networks

Avaya IP600 DCS networks

If your company has two or more sites with Avaya IP600, you can network them
using the DCS over ISDN-PRI feature (DCS+). This requires a system to use
ISDN-PRI signaling. The network connections can be either ISDN-PRI or DS1
private-network dedicated facilities. Figure 6 shows a network using ISDN-PRI
signaling.

Figure 6. A Network Using DCS with ISDN-PRI

11

1

2

3

4

1 Avaya IP600 switch
2 Signaling via ISDN-PRI

QSIG global networking

Avaya IP600 is a pioneer in providing compatibility with the QSIG global networking
protocol. This means that you can connect Avaya IP600 with other switches
throughout the world. Avaya developed the QSIG Global Networking feature to
comply with the QSIG standards developed by the European Computer

Manufacturer’s Association and the International Standardization Organization. It
supports the ISDN-PRI connection from switch to switch as long as both switches
support the same protocol.

Avaya’s implementation of QSIG features the Name Identification supplementary
service and the Call Forwarding and Call Transfer features. QSIG enables the system
to move calls from their original paths to new paths that cos t less or use resources
more efficiently. New paths can be set up after a call has been transferred or after a
call has been forwarded using the Diversion with Rerouting feature. Avaya IP600’s
implementation of QSIG also supports the ISO QSIG private network diversion
supplementary service, as described in the QSIG standard.

3

3 Transmission via ISDN-PRI or Private Network

3

11 2 2

T1/E1 Facilities

4 Public or Private Network

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World-Class Routing 11

World-Class Routing

Avaya IP600 is a world-class system that meets the needs of global customers. One
capability essential in meeting these needs is the ability for users to flexibly dial any
location in the world, regardless of the dial plan used at that location. To fulfill this
requirement, Avaya IP600 provides World-Class Routing.

World-Class Routing is a powerful enhancement to Avaya IP600’s call-routing
capabilities, linking several call-routing features to build a communications netw ork
capable of providing flexible call routing for any type of dialing plan while
accommodating changes in both international and domestic dialing plans.

The following are key components of World-Class Routing:

• Digit Conversion converts a dialed number for public network number to a

private network number and vice versa. Dialed numbers matching entries in the
digit conversion tables are treated and converted. Converted calls can be routed
via the most optimum route, resulting in redu ced network char ges and app ropriate
use of the private network.

• Toll Analysis compares a dialed number to entries in the system’s list. Based on

the results, calls may be restricted from completion.

• Automatic Route Selection (ARS) digit analysis compares a dialed public

network number with entries in the system’s tables, mapping the number to a
selected public network routing pattern.

• Automatic Alternate Routing (AAR) digit analysis compares a dialed private

network number with entries in the system’s tables, mapping the number to a
selected private network routing pattern.

World-Class Routing supports the ARS and AAR as separate features, but through
generalized administration applicable to both features, provides both with the same
routing abilities. In addition, there are a number of capabilities that enhance the
flexibility of routing in supporting your domestic and/or glob a l calling requirements.

For example, 18-digit routing allows Avaya IP600 to determine call routing by
analyzing up to 18 digits with no restriction on the grouping or format of the digits,
eliminating any assumptions about the use of a particular dialing plan.

International Direct Distance Dialed calls generally consist of an international access
code, a country code, and a national number. Both codes may vary in length. Avaya
IP600’s support for International Direct Distance Dialed calls eliminates any
restriction on the grouping and format of digits on ARS numbers. Call routing is
determined by the digits and the length of the dialed number.

Multinational World-Class Automatic Alternate Ro ut ing allows the Automatic
Alternate Routing number (Electronic Tandem Network number) to be any number of
digits in length.

Digit conversion can be used to reroute numbers, initially dialed to use ARS, into
AAR and vice versa. This utility can analyze a maximum of 18 digits. In this way,
destinations in a customer’s network can be called using the public network number.
This feature can also be used to reroute certain Direct Distance Dialed destinations to
specified alternate destinations (such as intercept, attendant, or another Direct
Distance Dialed number).

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Network management features

Network management features

Avaya IP600 has a variety of features that enable you to manage your network
resources effectively. Here are just a few examples of Avaya IP600 features that can
be used to manage your network:

• Time of Day Routing

• Automatic Route Selection (AR S)

• Automatic Alternate Rou ting (AAR)

• Additional Network Feature Path Replacement

• Subnetwork Trunking

• Generalized Route Selection

• Facility Restriction Level

• Bearer Capacity Class

• Remote Network Access

• Public Network Call Prio r ity

11

• Authorization Codes

Time of Day Routing

Time of Day Routing allows you to select the most economical routing of Au tomatic
Route Selection and Automatic Alternate Routing calls based on the time of day and
week a call is made.

With Time of Day Routing, your company can take advantage of lower calling rates
during specific times. If your company has locations in different time zones, you can
maximize the use of your public or private network facilities by utilizing those in the
location that has the lowest calling rates at the particular time a call is made. You can
also use this feature to change the routing patterns when an office is closed and to
eliminate unauthorized calls. You can set up eight separate time of day charts to
control routing at different times of the day.

Automatic Route Selection

ARS routes public network calls on the most desirable (usually the most economical)
trunking facilities available on your Avaya IP600 when the call destinations are
accessible through your public network.

Avaya IP600 supports up to 254 routing patterns. Each routing pattern consists of up
to 6 routing preferences (types of facilities) set up in the order you want them checked
when a call is placed. Typically, the least expensive facility will be first on the list; the
most expensive will be last.

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Network management features 11

If Generalized Route Selection is not being used when a call is made, the system
selects a routing pattern based on the digits dialed. The system checks the routing
preferences in that pattern in the order they were listed, and the first available facility
is used to place the call. If a facility is not available, the call can be queued until a
facility becomes available.

Automatic Alternate Routing

AAR enables you to ensure that private network calls will be routed over the various
trunking facilities available in your private network in the most effective manner

possible. As with ARS, you set up various patterns for routing calls — in this case,
with the private network. Depending on your Avaya IP600’s configuration, you can
have up to 254 routing patterns. Each pattern includes a primary preference — the
most preferred and direct route — and 5 alternate preferences. If the primary
preference in a pattern is unavailable, the system searches the alternate preferences in
the specified order until it finds one available.

Generalized Route Selection

Generalized Route Selection gives you the capability to not only select the optimal
call routing based on the dialed number, but also to select the appropriate facility
based on the type of call. Generalized Route Selection enhances ARS and AAR by
incorporating additional parameters (such as the type of call) to be used in the
decision of how a call is routed.

Different types of calls require the use of different types of facilities. For example,
high-speed data calls must use digital facilities, whereas voice and voice-grade data
calls can use either analog or digital facilities. Avaya IP600 uses Generalized Route
Selection to differentiate between these and other types of calls and route them on the
appropriate trunks. Based on the call types and available trunk facilities, voice and
data calls may be routed over different trunk types or integrated on the same trunk
group. Avaya IP600 also provides the capability to route calls based on the data
format and the need for restricted or unrestricted facilities.

In order to select the appropriate trunking facility for a call, Avaya IP600 must know
the type of call being made. In order to do this, each originating facility (such as a
telephone or data module) has a bearer-capability class assigned. Some origin ating
facilities, such as data modules, may have multiple bearer-capability classes. Each
trunk group in the routing pattern is assigned a list of allowed bearer-capabilit y
classes. When a user makes a call, the system queries the originating facility for its
bearer-capability class and then tries to route the call on a trunk group with a bearer­capability class that matches the bearer-capability class of the originating facili ty. If
an exact match is not found, the system then tries to find a trunk group with a
compatible bearer-capability class.

Since the system automatically chooses the right trunk based on the system
administration, Avaya IP600’s dial plan can be independent of the type of call being
dialed. This flexibility makes life easier for your system users, who do not hav e to
worry about dialing a different access number for different call types.

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