Академический Документы
Профессиональный Документы
Культура Документы
Metric Period Position Pct Position Pct Position Pct Position Pct Position Pct
Telephony
Enterprise Telephony [1] Revenues 2007 #1 20% #5 7% #4 10% #3 11% #2 16%
Applications*
Contact Centers [3] Agents 2006 #1 40% #7 4% #4 8% #2 13% #9 3%
Enterprise Messaging [5] Revenues 2006 #1 26% #6 5% #3 14% #2 24% N/A N/A
Unified Messaging [6] Revenues 2006 #1 25% N/A N/A #3 19% #2 22% #5 7%
Audio Conferencing [4] Revenues 2006 #1 30% N/A N/A #2 22% NA NA NA NA
Services
WW CPE Maintenance** [7] Revenues 2006 #3 6% #11 2% N/A N/A N/A N/A #5 3%
Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner, Inc., Market Share, Contact Centers, Worldwide, 2006, D. Kraus, May, 2007;
[4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Gartner, Inc., Network & Internet Services Worldwide Market Share, E. Goodness, April, 2007 Leader
Notes: * Applications results for Alcatel/Lucent contain only those specifically listed as such
** Includes Product Support and Professional Services of CPE; Siemens includes Communications and IT Solutions & Services divisions
Synergy Research has revised Siemens’ current and historical line shipments, increasing total lines and shifting more to IP from TDM; the net effect of this revision is to lower IP
Telephony market share for all other vendors.
Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without
influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On
Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp
2006
2004
"CRM Excellence" Award 2007
2006
Reduce Improve
Increase
Customer
costs Productivity
Service
PBX
H.323 Gateway
Public Voice H.323 Gatekeeper
PBX
Network Data Hub / Switch
WAN edge device
Remote Access Server
Data Hub DHCP Server
Firewall
Router
Data Remote Access Server Internet Access
Network H.323 DHCP
Gatekeeper Server
Firewall
Internet
Single solution to purchase & install
Router
Single management interface
Single maintenance contract
IP Office 412
IP Office 500
Manager
SoftConsole
Queue Manager
Phone
Manager
Unified Conferencing
Messaging
System
Status
ISDN
Analog
E1/T1
SIP
SIP
Half the Price* Provider IP DECT
24-channel T1:
IP phone
~$600-$700 T1/E1/
ISDN
Provider
Digital phone
24 SIP Trunks:
~$350 Analog Analog phone
Provider
Based on US Dollars
WAN
IP Office Summary
It’s a simple solution for any Small Business:
– PBX, Key system, Internet access, voicemail
WAN
Remote
Office ISDN Router
Router ISDN TA
Remote Office
© 2007 Avaya Inc. All rights reserved. 20
IP Office Platform Models
• Native VoIP: requires Voice Compression Module (up to 60 VoIP compression channels)
• 48 data channels
Native VoIP: requires Voice Compression Module (up to 128 VoIP compression channels)
Up to 8
expansion
modules
© 2007 Avaya Inc. All rights reserved. *Not available in North America 26
Avaya IP Office 500
Start With What You Need…
Analog Terminals
Analog terminals / Fax / Modem
Interfaces So8
ISDN terminals / Group 4 fax / Video
WAN 3
3 WAN ports X.21 / V.35 / V.24
Note: WAN-3 does NOT use an expansion slot
IP telephony
State-of-the-art telephones
– Desktop
– Wireless
ISDN IP
Analog Terminal
Analog
T1/EI
IP
BRI
SIP Wireless
SIP Terminal 32
© 2007 Avaya Inc. All rights reserved.
IP Telephony – LAN & WAN
Avaya IP Office offers:
– Integral H.323 Gatekeeper
– Integral H.323 Gateway
Avaya IP Office supports DiffServ to enable QoS over the WAN
LAN Switch can set 802.1p on IP Office LAN ports
Simplifies the deployment of new convergence technology
IP Office is also compatible with industry standard layer 2/3 switches
Also complementary to Avaya Secure Gateways for security
IP Phones
IP Phones
© 2007 Avaya Inc. All rights reserved. 33
Telephones At-A-Glance
Avaya IP Office - Analog Telephone support
Analog Telephones and Fax machines (industry standard)
InterQuartz* Analog phones
* Regional availability
© 2007 Avaya Inc. All rights reserved. 34
Choice of Telephones
Based on user profile research – “designed by and for users”
Walk Up Everyday
Executive Receptionist/
Assistant
I am constantly on the phone, often handling “I answer phones and manage calls for many
multiple calls, must always be connected and am people as a significant part of my job, and
often mobile. Rich, yet easy to use, communications need to be fast and efficient in connecting the
capabilities are essential to me.” right callers to the right people.”
•
Examples: Sales Executive, Banker, Lawyer, Project •
Examples: Executive Assistant, Receptionist
leader
6424D+M
Digital Telephone
© 2007 Avaya Inc. All rights reserved. 40
Avaya IP Office Wireless / WiFi / DECT Options
Wireless Hardphone Options
– Avaya 3616, 3641, and 3645 wireless telephones (global)
– Avaya 3701 and 3711 IP DECT phones (EMEA & APAC); 3711 (N. America)
– Avaya 3810 wireless telephone (US only)
– The functionality of a deskphone in a wireless handset
– Multi-line access, Caller ID, Hold, Message waiting notification
– Keeps you connected all over your premises—where even cell phones won’t
– Attach a headset to the handset and enjoy hands-free mobility
Available with
– Symbian Single Mode Version 4.0
– Windows Mobile Version 5.0
– Windows Mobile Version 6.0
With Avaya
one-X Mobile
Client = Local
Call
IP Call
Ethernet
WAN
IP DECT
IP
RFP
Handover
Mobility
Management
Illuminated Graphic Display
Light Weight (140 gr.)
Loudspeaker for hands free
Roaming between
Name Directory
Offices
Redial List
Caller List DECT 3701/ 3711 Phone
Ringer Melodies
Multiple Languages
Messaging options
Messaging & Mobility
Messaging & Customer Service
Message Management
– Voicemail to Email
– Email reading
– Respond to Email
– Fax messaging
– Unified Messaging Service
Networked Messaging
IP
VoiceMail Pro
© 2007 Avaya Inc. All rights reserved. 49
Embedded Voicemail
Embedded Voicemail
Scalable to 30 ports
Flexible Multi-level Automated Attendant
Personal numbering with remote control
Multiple personal greetings
Personal distribution lists
Sophisticated call queuing
– Estimated Time to Answer and Position in
Queue
– Remote Queuing for distributed groups
Multiple language support
Cascaded Out Calling
Visual Voice
VoiceMail Pro
ISDN
Email alert/message
on the road
VoiceMail Pro
answers the
call on no
answer
Email alert/message at home
New Messages
Priority Messages
!
Read Messages
Fax Messaging
– External fax server via analog modems or basic rate ISDN
– Automatic fax detection and routing
– Alternatively fax messaging service hosted by ISP
© 2007 Avaya Inc. All rights reserved. 57
Enhance Employee Productivity
IP Office VoiceMail Pro – “Listen To Email”
Email Header
• SMS alert on Information:
Incoming Call your GSM • Press 0 to listen
• Listen To Email • Press # for next
VoiceMail Pro
message
• Press *3 to delete
Network
Network
Email alert/message
on the road
Networked Messaging
Between VoiceMail Pro systems, users can
– record & send voicemails
– listen & forward voicemails
Also enables message transfer to other Avaya messaging platforms through
Avaya Interchange®/S3210/S3400
Ext. 3000
IP Office Ext. 2000 IP Office
VoiceMail Pro VoiceMail Pro
Server Server
IP Office Conferencing
VoiceMail Pro
ISDN
New York Office
T1 / E1 / IP
Supplier
Home
Sales Director
Worker
Mobile Worker
Remote workers save Average daily commute of Working home one day a
$2.5–$11K per year; up to 40-minutes equates to week saves 78 gallons of
$16K in salary per year eight working weeks/year gas per year
Be reached anytime,
anywhere you want to be
reached
Boost productivity,
efficiency, customer service
Delivers Real-Time
Responsiveness
Enables Full-Time
Telework
Office Phone
Benefits
Keep employees in touch even when they’re away from their desk
Caller
Offers ONE number approach for easy contact anywhere, anytime
Reduce costs by leveraging your existing mobile infrastructure
Benefits
Call control on the mobile device
Improved customer service and collaboration Caller
Only
cable/modem
Household provided by
Router ISP.
INTERNET
PSTN
* For full time telecommuters, just purchase the phone and, along with one of our recommended routers at your main office, the home
worker is ready to go. Estimated ROI in six months time.
© 2007 Avaya Inc. All rights reserved. 87
Desktop Communications Solutions
Simplifying access to
communications via
PC-based interfaces
– Phone Manager Lite
– Phone Manager Pro
– SoftConsole
Call history
(incoming and
outgoing): just
double-click to
call back
VPN
IP/VoIP
Frame Relay
ISDN
VoIP over data reduces costs VoIP over Frame also supported
(PPP or RFC1490)
Voice Compression for bandwidth
efficiency- standards based G.723.1 Fall-back using ISDN
(6.3k) /G.729a (8k)
Bandwidth on demand
Data compression
Overflow to ISDN
IP VPN support with IPSec or L2TP
© 2007 Avaya Inc. All rights reserved. 94
Small Community Networking
IP
IP
IP
IP Network
Call for Mr
Smith
Operator from ABC
Mr. Smith is company
busy on a call,
would you like me
to page him?
WAN Miami
or PSTN
New York
San Diego
© 2007 Avaya Inc. All rights reserved. 100
Voice Networking
H.323 and QSIG Offers Interoperability
QSIG signaling over E1/T1 delivers:
– Standards-based interoperability
– Desk-to-desk dialing
– Feature transparency
IP Trunks
H.323 signaling over IP delivers:
– Standards-based interoperability T1 / E1 leased line
– Desk-to-desk dialing
Avaya IP Office
– Feature transparency
H.323
QSIG “Community QSIG
Networking” Avaya
Communication
Avaya IP Office Manager
H.323 H.323
IP Network
“Community QSIG over IP
Networking’’
H.323
QSIG IPNC QSIG
Avaya INDeX
Traditional PBX
supporting QSIG
H.323-compliant IP PBX
IP
Network
* Regional Availability
© 2007 Avaya Inc. All rights reserved. 103
Voice Networking
Centralized messaging with Avaya INTUITY™ AUDIX®
on Central PBX
Avaya Communication Manager with INTUITY AUDIX voice
mail networking (using C-LAN connection)
No VoiceMail Pro on IP Office
INTUITY AUDIX picks
Incoming up the call on no
Call answer
Avaya
DEFINITY®/
MultiVantage®
Avaya IP Office with INTUITY
QSIG over E1/T1 E1/T1 leased line AUDIX (IP
or QSIG over IP or IP Network connection)
C-LAN
At your desk:
• Message waiting indication on your phone
• Message waiting indication on Phone Manager
• Text message on analog CLI display phones
Voice Networking
Centralized messaging with Modular Messaging on
Central PBX
Avaya Communication Manager with Modular Messaging
(using C-LAN connection)
No VoiceMail Pro on IP Office
Modular Messaging
Incoming picks up the call on
Call no answer
Avaya
Avaya IP Office
QSIG over E1/T1 E1/T1 leased line Communication
or QSIG over IP or IP Network Manager
C-LAN with Modular
Messaging
(IP connection)
At your desk :
• Message waiting indication on your phone
• Message waiting indication on Phone Manager
• Text message on analog CLI display phones
Internet
Caller
Compact
Contact Center
Server
IP, Public or
Rack PC Private Network
Avaya IP
Phone
Office
Caller
IP Phone Remote IP
Agent Phone Agent
Busy
Wrap-Up
Queue Monitor
Graphical and real-time
Value information for agents,
supervisors, and company
principals
Up to 2 queues monitored
– Customer Service
– Sales
– Helpdesk
– Billing
Avaya IP Office
Public
Network
Phone
Call priority Caller
tagging for
Welcome to Avaya,
callers within
You’re 3rd in the sales
your call will be
queues queue and youranswered
call shortly
IP Office will be answered in 30
Voicemail s
Pro
Server
© 2007 Avaya Inc. All rights reserved. 118
VoiceMail Pro – Campaigns
Campaign Manager allows the capture of standard information (such as
brochures requests) in both spoken (voice) and/or via the keypad (DTMF)
Agents can then transcribe this information during less busy periods
Messages can be retrieved via a short-code, a DSS/BLF key
or a web-browser interface
Callers can quit the application at any time to speak to a live agent
…or ask for a call back request which appears on the real-time CCC screen
Avaya IP Office
Public
Network
Phone
Caller
IP Office Management
Manager
– Local administration
– Remote administration
Centralized Management
Windows-based console
to program a single or many
IP Office sites
Programming accessible via
LAN, WAN & off-line
Password protected & user
defined rights
Audit trail
Monitor Alarms
Multilingual online
documentation
Forced database back-up for
disaster recovery
Automated software recovery
Remote Feature Activation
Centralized Management:
One console can manage multiple sites
Off-line & remote programming
(LAN, WAN or via analog modem)
Proactive SNMP polling for remote administration
Forced back-up for disaster recovery
Automated software recovery
Remote feature activation via license keys facilitates
upgrades
IP Office
VoiceMail Pro
LAN
Analog Modem/TA
Manager plus
DameWare* These applications can
run on the same PC
VoiceMail Pro
LAN
Avaya IP Office
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the ® or ™
© 2007 Avaya Inc. All rights reserved. are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. 129
© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 130
Sources
New Cornell University study, published in April 2004 of the Journal of Occupational and
Environmental Medicine. A study of 375,000 employees over a 3-year period
1999 study by The Employers Health Coalition of Tampa, FL
Risk and Insurance, March, 2004
Business Legal Resources, April 24, 2003
Recent BankOne survey of employees
Dee W. Edington PhD, Director, Univ. of Michigan Health Mgmt Research Center
Elevated Stress Levels Lead to Presenteeism, by Richard Chaifetz, CEO of ComPsych,
provider of EAP programs
Bulletin to Management, 12/5/2002, BNA Professional Information Center
Braun Consulting News, 2003 CCH Unscheduled Absence, Business Insurance July,
2000, and the US Bureau of Labor Statistics
Cigna Behavioral Health, April 26, 2004
Additional sources are noted on the respective slides or inside the notes sections.