Outbound Call Handling Features Every business needs to make calls, but depending on the type of business these calls may need to be treated in a special way, such as recorded against a project or client through the use of Account Codes. A business may have several sites linked via a private network but certain users, like customer services agents, may need to be able to call colleagues in other offices even when the network is busy, while other users can wait for a line to come free, Least Cost Routes can automatically translate the internal number to a direct dial call over the public network while other users wait.
Account Codes Feature
• Associate an account code with a call.
• Validate account codes used against list stored by the IP Office.
• Include the account code used with call log details. Benefit
• Through the call records, group calls by account code for the purpose of call costing and tracking.
• Restrict outgoing calls by requiring users to enter a valid account code. Description IP Office stores a list of valid account code numbers.
When making a call or during the call, the user can enter the account code they want associated with that call. IP Office will check the account code against its list of valid codes and request the user to re-enter the code if it is not valid. For incoming calls, the Caller ID can be used to match it with an account code from the IP Office's list of valid codes and report the account code with the call for billing. Individual users can be set to Forced Account Code operation where they are required to enter a valid account code before making external calls.
By using IP Office Short Codes it is possible to identify certain numbers or call types as requiring a valid account code before permitting the call to proceed, for example long distance or international numbers. Analog phone users can only enter account codes before making a call or in response to an audible system prompt to enter a code when making the call. Account codes can also be entered through the IP Office Phone Manager application, a system wide setting, determines whether Phone Manager will display a list of account codes from which users can select the code required or will hide the account code list. In all the cases above, the account code entered is included with the call details in the IP Office's call record output.
(CDR and SMDR). Authorization Codes Authorization codes allow an IP Office user to go to another extension on the system and make calls using their personal toll restrictions; this may grant the user greater or fewer privileges than the normal owner of the extension they use. Since Authorization Codes are independent of Account Codes, the user has to enter both if the required by the system configuration. All entered codes are logged in CDRs. Dial Emergency Dial emergency is an IP Office Short Code and, permits certain numbers to be dialed regardless of call barring or a phone being logged off. IP Office Product Description IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved.
Page 102 Product Description 15-601041 - Issue 15c (31st January 2007) Call Barring Feature
• It is possible to prevent or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis. Benefit
• Restrict the dialing of specific numbers or types of numbers system wide.
• Restrict certain users from dialing specific numbers or types of numbers. Description IP Office supports call barring at many levels. Short codes can be used at the system or individual user level to block the external routing of specific numbers or types of numbers. Typically the barring short codes are set to return busy tone, however they could route the call to an alternate number or to a Voicemail service that returns a 'barred dialing message'.
For users, the short codes can be allocated to a User Rights template. This template is then applied to the Users whose calls need restriction. In addition to barring the dialling of certain numbers, IP Office can be set to bar the forwarding of calls to external numbers on a per user basis. Alternate Route Selection (ARS) IP Office supports Alternate Route Selection, which is more flexible and easier to configure than Least Cost Routing (LCR). If a primary trunk is unavailable, then ARS provides automatic fallback to an available trunk (e.g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for SCN fallback).
By configuring ARS, calls may be routed via the optimum carrier. Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day. Multiple carriers are supported. For example, local calls are to go through one carrier between specific hours and international calls through an alternative carrier.
Carrier selection using 2-stage call set up via in-band DTMF is possible. It is possible to assign specific routes on a per user basis, e.g. only allow expensive routes to be used by critical staff. Note: Existing LCR configurations are automatically converted to ARS when upgrading to 4.0 Maximum Call Length This feature allows the system to control the maximum duration of any call based on the dialed number.
This could be used for controlling calls to cellular networks or data calls made over the public network to ISPs. PIN Restricted Calling See Account Codes. 4. Features IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 103 Product Description 15-601041 - Issue 15c (31st January 2007) Forwarding Forwarding This is the ability to forward a user's calls to another extension or external number such as a Mobile/Cell Phone.
Calls can be forwarded in a number of ways and if the call is not answered at the forward destination it will go to IP Office voicemail if enabled for the user and call supervision is available. There are three separate forward destinations, one for forwarding on busy one for no answer and one for forward unconditional. Once the numbers have been entered, the user can toggle the forwarding to be active or not as required without having to re-enter the numbers.
If the user is a member of a hunt group, some types of Hunt Group calls can also follow forward unconditional. Users can select if forwarding is applied to external calls only, or all calls. Call forwarding is processed after Do Not Disturb and Follow-Me conditions are tested. Associated Features
• Do Not Disturb (DND)
• Voice Mail (VM)
• Follow Me
• Hunt Groups
• No Answer Interval Precedence
• Forward Unconditional
• Forward Busy
• Forward No Answer Forward on Busy If enabled, this forward will be triggered when the user is busy and another call is routed to them, but does not include calls for a hunt group that they may be a member of.
A user is normally considered to be busy when they are on a call but depending on call waiting settings and key & lamp features this may not be the case. Forward on No Answer This forward is triggered if a call has been ringing for a user but they havent answered it within the configured answer time, this includes calls that have been indicating call waiting if enabled.
Forward Unconditional This sends all calls for the user to the forward unconditional number, but if the call is not answered within a users timeout period the call will be sent to IP Office voicemail, if enabled. Forward Hunt Group Calls for a hunt group that the user belongs to can also follow forward unconditional. The hunt group must be set for either hunt or rotary ring type and if the call is not answered at the forward destination it will follow the hunt group call handling instead of going to voicemail.
This can be particularly useful in a sales or support environments where a number of people may be out of the office on Mobile/Cell Phones and still participate in the hunt group as if in the office. Follow Me Follow-Me is similar to Forwarding except that the destination can only be an extension on the same IP Office as the user making use of the feature. Follow-Me is typically used when a user is going to be working away from their desk, for example in a workshop.
All the call settings the user has on their main phone will apply to calls that follow the follow-me feature, including forward on busy or no answer. Follow-Me can be set either from the users main phone Follow-Me To or from the phone where they want calls to be received Follow-Me Here. Several people can have their phones forwarded to a follow-me destination and if the phone has a display it will indicate who the call is for. IP Office Product Description IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved.
Page 104 Product Description 15-601041 - Issue 15c (31st January 2007) Avaya Digital and IP Phones Programmable Buttons As well as the usual dialing keys, Avaya digital and IP phones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP phones there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb.
Many features use an indicator to show whether a feature is enabled. Button programming is done through the IP Office Manager application as part of the system configuration, although some phones allow the user to program buttons and functions where given administration rights. Busy Lamp Field (BLF) Indicators Feature
• Status indicators which show the status of a programmable buttons associated feature or function. Benefit
• Indication of when a button or associated feature is active. Description Avaya digital and IP phones have programmable buttons which can be assigned to various features. When those buttons include some form of BLF indicator, the button can also be used to indicate when the feature is active. For example, a button associated with another user will indicate when that user is active on a call. A button associated with a group will indicate when the group has calls waiting to be answered.
The speed dial icons within the IP Office Phone Manager and SoftConsole applications also act as BLF's. When the icons are associated with internal users, the icons will change to indicate the current status of the users.
Phone Manager and SoftConsole show these conditions:
• Forward All
• Do Not Disturb This feature is supported across the IP Office Small Community Network. Call History Feature
• Storage of called and calling number details within the user's phone and/or IP Office application. Description Most Avaya digital and IP phones keep a record of calls made and received, including unanswered calls. The method of operation varies according to the phone type but in all cases the call records can be used for return calls. The IP Office Phone Manager application maintains a call history record of the users last 100 calls.
The application must be running to record call history. Phone Manager Lite can display call history for all calls and missed calls only. Phone Manager Pro can display call histories for all calls, missed calls, inbound calls and outbound calls. Entries in the call history can be used for return calls, sorted and added to the Phone Managers local directory or speed dials.
Language Avaya digital and IP phone menus and displays are available in many languages and usually the system default setting will be applicable to all phones, however it is possible to have language set on an extension by extension basis, this will also change the language of menus for IP Office Voice Mail.
4. Features IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 105 Product Description 15-601041 - Issue 15c (31st January 2007) Directory The IP Office Directory is a list of up to 1000 numbers and associated names stored centrally in the system. A Directory Entry can be used to label an incoming call on a caller display telephone or on a PC application.
The Directory also gives a system wide list of frequently used numbers for speed dialling via Phone Manager or a feature phone with a suitable display. For example "Head Office" can be displayed when a known Caller ID is received. A user can also select "Head Office" in the Directory List in Phone Manager or on the display phone Directory to speed dial this number. IP Office's Directory is LDAP (Lightweight Directory Access Protocol) compliant which allows it to be synchronized with the information on any LDAP server. A maximum of 500 records can be retrieved by this method. Self-Administration The IP Office administrator may give select users the ability to change some of the phone settings themselves.
For example, button programming. The range of changes that the user can make depends on the phone type in use. On Hook Dialling Avaya digital and IP phones allow the user to make calls by just dialing the number on the keypad, without having to lift the handset or pressing a speaker button. Usually the call progress can be monitored using the speaker in the phone, on phones that support hands free the whole conversation can be had without having to lift the handset.
IP Office Product Description IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 106 Product Description 15-601041 - Issue 15c (31st January 2007) Inbound Call Handling Inbound Call Handling IP Office offers several features to provide versatile inbound call processing, including PC based applications, and a standards-based TAPI interface for 3rd party applications.
Incoming Call Routing Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria.
The system currently supports routing based on;
• Call presentation digits from the exchange such as DDI/DID or ISDN MSN.
• Calling telephone number or Caller ID (This could even be part of the number received such as an area code).
• ISDN sub-address.
• ISDN/PRI service type i.e. Voice Call, Data Call, etc. It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be handled differently depending on which part of the country the call is originating from.
Each incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative routing for an incoming call based on 'time of day' and 'day of week' criteria. Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination.
This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs. Where multiple call routes are set up to the same destination, a Priority level can be associated with the call. This priority level is used to determine a calls queue position in place of simple arrival time, but note that calls already ringing a free extension are not considered queuing and are not affected by a high priority call joining a queue. 4. Features IP Office 4.0 ©Copyright 2006 Avaya Inc.
All rights reserved. Page 107 Product Description 15-601041 - Issue 15c (31st January 2007) Hunt Groups A Hunt Group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the Hunt Group. Four modes of call presentation are supported on IP Office;
• Sequential One extension at a time sequentially always starting at the top of the list.
• Collective All extensions in the Hunt Group simultaneously.
• Rotary Start with extension next in list to extension that was answered the last Hunt Group call.
• Longest Waiting Start with extension that has been free for the longest time.
If all extensions in the Hunt Group are busy or not answered, another Hunt Group, called an Overflow Group, can be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being passed to the Overflow Group. The system can change the status of users who do not answer a hunt group call presented to them.
The user can be put into busy wrap-up, busy not available or logged off. The change of status can be set per user and the use of this option can be set per hunt group. Outside normal operation a hunt group can be put into two special modes; Night Service and Out of service. In Night Service calls are presented to a Night Service Group. This can be controlled automatically by setting a time profile which defines the hours of operation of the main group or manually using a handset feature code. Night service fallback using a time profile is no longer applied to a hunt group already set to Out of Service.
The Out of Service mode is controlled manually from a handset. While in this mode calls are presented to the Out of Service group Voicemail can also be used in conjunction with Hunt Groups to take all group related messages, play an announcement when the Hunt Group is in Night Service or Out of Service mode and give announcements while a call is held in a queue. For internal voicemail use a broadcast option is provided. This feature will alter the voicemail box operation so that the message notification will only be turned off for each hunt group member when they retrieve their own copy of the message.
Small Community Networking (SCN) Distributed Hunt Groups Small Community Networking (SCN) Distributed Hunt Groups Hunt groups in a Small Community Network can include members located on other systems within the network. This feature requires entry of an Advanced Small Community Networking license in each system in the network. Note: Distributed Hunt Groups are not supported for use with CBC and CCC.
Night Service When a Hunt Group is in Night Service mode the Hunt Group is temporarily disabled. Callers to this Hunt Group will:
• Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a manned extension or an external number
• Be played the Out of Hours greeting if Voicemail is operational
• Receive the busy tone A Hunt Group can be switched in or out of Night Service mode by a user dialing the appropriate short code by any extension or by specific users.
IP Office Product Description IP Office 4.0
©Copyright 2006 Avaya Inc. All rights reserved.
Page 108 Product Description 15-601041 - Issue 15c (31st January 2007)
Time Profiles Time Profiles can be used to define when a Service, Hunt Group, Least Cost Route, Conference Bridge or a user's dial-in facility are operational. For example, a time profile can be used to route Hunt Group calls to a manned extension or voicemail outside of office hours, or be used to apply different Least Cost Routes at varying times of day to take advantage of cheaper call rates.
Multiple Time Entries can be created so that a Time Profile can be used to define specific hours in the day e.g. 09:00-12:00 and 13:00-17:00. Outside of a Time Profile, voice calls would be re-routed according to the configuration but any currently connected calls at the time the Time Profile changes would not get cut off as the change only affects the routing. Data calls will get cut off as the time profile goes out of service but a new data call will start immediately if specified.
Queuing Queuing allows calls to a Hunt Group to be held in a queue when all extensions in the group extension List are busy. When an extension becomes free the queued call is then presented. The definition of queued calls now includes ringing calls and calls waiting to be presented for ringing. The queue limit can be set to control the maximum number of calls to wait against a hunt group.
While queuing, if Voicemail is operational, the caller will be played the announcements for this Hunt Group. Announcements With IP Office 4.0, Hunt group announcements are separated from hunt group queuing and can be used even when queuing is off. Hunt group announcements are now supported by Embedded Voicemail in addition to Voicemail Pro and Voicemail Lite. Further, times for the first announcement, second announcement, and between repeated announcements are configurable. 4. Features IP Office 4.0 ©Copyright 2006 Avaya Inc.
All rights reserved. Page 109 Product Description 15-601041 - Issue 15c (31st January 2007) Contact Center Features Contact Center Features Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part of IP Office from Automatic Call Distribution (ACD), Call Queuing to agents logging on and selecting the groups that they service. Login A contact center agent function, login is required before the agent is able to make or receive calls from their phone.
A login idle period can be specified which will dictate how long an extension can be idle before the user is automatically logged off, ensuring that an extension is not left logged in and calls go unanswered. Monitor Calls A user can monitor other peoples calls by listening in. This feature is not available by default; it must be specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring is in use.
The user is only able to listen; they cannot speak into the conversation being monitored. Note that all phone types can be used to monitor, however calls to and from IP phones cannot be monitored. Acquire Call Feature
• Takeover a call currently connected at another extension. This feature is also known as "Call Steal". Benefit
• Assist a colleague who indicates they want you to take the call. Description The Acquire Call function can be setup as a special short code or programmed against a button on an Avaya digital or IP phone with programmable buttons. Use of the feature is subject to IP Office intrusion control settings, the user acquiring the call must be set to be able to intrude and the user whose call is being acquired must be set to can be intruded.
Acquire call works in two ways, invoked with or without a number:
Without a value in the number field
• This allows a user to reclaim a call that was ringing on their phone but has now gone elsewhere, for example to Voicemail or Forward No Answer destination. The Intrude settings are not checked and the call can be reclaimed even if it has been answered.
• If the last call to ring this User is no longer ringing or connected on the system, the feature will fail. With a number, where the number is the telephone number of a user who currently has the call to be acquired.
• If the user has a call ringing or waiting Acquire Call will act like the Call PickUp Extension short code and the user executing Acquire Call will be connected to the oldest ringing/waiting call.
• If the User has a connected call with no call waiting and the Intrude settings of the two Users allow it, the call will be connected to the user executing the Acquire Call and the other user will be disconnected.
• If the User does not have a call the feature will fail. IP Office Product Description IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 110 Product Description 15-601041 - Issue 15c (31st January 2007)
Miscellaneous Features Conference Calls Calls can be placed on hold and a conference created using either the phone or desktop applications. Additional conference members may be added up to a maximum number of 64 members. The IP Office - Small Office Edition supports 24 conference parties with a maximum of 6 parties in any single conference. The IP406 and IP Office 500 can support multiple conference calls totaling up to 64 parties.
For example one conference of 64 calls or 21 conferences of 3 calls each. The IP412 has two 64-party conference bridges giving any combination from 2 x 64-party conferences to 42 x 3- party capacity. Only two calls connecting through analog trunks are permitted in any single conference. For more information on managing conference calls, refer to Chapter 12 where IP Office Conferencing Center is described Dial On Pickup Also known as "Hotline". Automatically dials a specified extension when the phone is taken off hook.
This facility is commonly used in unmanned reception areas or for door entry systems to allow visitors to easily gain assistance. Off Hook Operation Off-Hook Station is designed for users who want their analog phone to operate like digital or IP feature phone, to isolate the users phone idle state from the Hook state. This is a useful feature when using Phone Manager or SoftConsole to control the phone state when using a headset on an analog telephone and with call control and dialing from Phone Manager or SoftConsole.
External Control Port The IP Office system unit has two electronic switches, similar to relays, which can be normally open, normally closed, pulsed open or pulsed closed and activated by dialing a short code or through Phone Manager, SoftConsole or Voicemail Pro action. These switches can be used for several purposes, for example as a means to control an electronic door release. The External Control Port switches are used to trigger/control purpose built door release equipment which is supplied by a third party. All that needs to be done is to wire the trigger/control output of the third party device to the appropriate External Control port pins. E911 This is a specific service for North America. When an emergency call is connected, IP Office provides calling party information to an external line interface unit.
The external unit carries out a number to text translation and forwards this to the emergency services bureau so that the originating location of the call is clearly identified. 4. Features IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 111 Product Description 15-601041 - Issue 15c (31st January 2007) System Short Codes System Short Codes Short Codes are used as commands the IP Office to make changes for the user, group or system, so need to set up with consideration to security.
The command may need additional information included with it, such as for forward, the phone number forwarded to. Short codes are a flexible and quick way of setting up certain features. IP Office has short codes provided by default on the system, or more advanced codes that need programming by the system administrator. The full set of short code commands are listed below; please see product configuration documents for more detail on how to set them up. AOC Previous Call AOC Reset Total AOC Total Auto Attendant Break Out Busy Busy On Held Call Intrude Call List Call Listen Call Pickup Any Call Pickup Extn Call Pickup Group Call Pickup Members Call Queue Call Record Call Steal Call Waiting On Call Waiting Off Call Waiting Suspend Cancel All Forwarding Cancel Ring Back.
When Free Channel Monitor Clear Call Clear CW Clear Hunt Group Night Service Clear Hunt Group Out Of Service Clear Quota Conference Add Conference Meet Me CW Dial Dial 3K1 Dial 56K Dial 64K Dial CW Dial Direct Dial Direct Hot Line Dial Emergency Dial Extn Dial Inclusion Dial Paging DialPhysicalExtensionByNumber DialPhysicalNumberByID Dial Speech Dial V110 Dial V120 Dial Video Disable ARS Form Disable Internal Forwards Disable Internal Forward Unconditional Disable Internal Forward Busy or No Answer Display Msg Do Not Disturb Exception Add Do Not Disturb Exception Delete Do Not Disturb On Do Not Disturb Off Enable ARS Form Enable Internal Forwards Enable Internal Forward Unconditional Enable Internal Forward Busy or No Answer Extn Login Extn Logout Flash Hook Follow Me Here Follow Me Here Cancel Follow Me To Forward Hunt Group Calls On .
Forward Hunt Group Calls Off Forward Number Forward On Busy Number Forward On Busy On Forward On Busy Off Forward On No Answer On Forward On No Answer Off Forward Unconditional On Forward Unconditional Off Headset Toggle Hold Call Hold CW Hold Music Hunt Group Disable Hunt Group Enable Last Number Redial MCID Activate Mobile Twinned Call Pickup Off Hook Station Park Call Private Call Private Call Off Private Call On Priority Call Record Message Relay On Relay Off Relay Pulse Require Password Resume Call Retrieve Call Ring Back When Free Secondary Dial Tone Set Absent Text Set Account Code Set Authorization Code Set Hunt Group Night Service Set Hunt Group Out Of Service Set Inside Call Seq Set No Answer Time Set Mobile Twinning Number Set Mobile Twinning On Set Mobile Twinning Off Set Outside Call Seq Set Ringback Seq Set Wrap Up Time Suspend Call Suspend CW Toggle Calls Unpark Call Voicemail Collect Voicemail Node Voicemail On Voicemail Off Voicemail Ringback On Voicemail Ringback Off IP Office Product Description IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 112 Product Description 15-601041 - Issue 15c (31st January 2007).
These are the default IP Office system short codes, also known as feature activations. The list shows the Short Code command, the Telephone Number, the Feature and the Line Group ID. Blank indicates that the field is left blank. Short Code Telephone Number Feature ALaw MULaw *00 Blank Cancel All Forwarding *01 Blank Forward Unconditional On *02 Blank Forward Unconditional Off *03 Blank Forward On Busy On *04 Blank Forward On Busy Off *05 Blank Forward On No Answer On *06 Blank Forward On No Answer Off *07*N# N Forward Number *08 Blank Do Not Disturb On *09 Blank Do Not Disturb Off *10*N# N Do Not Disturb Exception Add *11*N# N Do Not Disturb Exception Del *12*N# N Follow Me Here *13*N# N Follow Me Here Cancel *14*N# N Follow Me To *15 Blank Call Waiting On *16 Blank Call Waiting Off *17 ?U Voicemail Collect *18 Blank Voicemail On *19 Blank Voicemail Off *20*N# N Set Hunt Group Night Service *21*N# N Clear Hunt Group Night Service *22*N# N Suspend Call *23*N# N Resume Call *24*N# N Hold Call *25*N# N Retrieve Call *26 Clear CW *27*N# N Hold CW *28*N# N Suspend CW *29 Blank Toggle Calls *30 Blank Call Pickup Any Short Code.
Telephone Number Feature ALaw MULaw *33*N# N Call Queue *34 Blank Hold Music *35*N# N Extn Login *36 Blank Extn Logout *37*N# N Park Call *38*N# N Unpark Call *39 1 Relay On *40 1 Relay Off *41 1 Relay Pulse *42 2 Relay On *43 2 Relay Off *44 2 Relay Pulse *45*N# N Acquire Call *46 Blank Acquire Call *47 Blank Conference Add *48 Blank Voicemail Ringback On *49 Blank Voicemail Ringback Off *50 Blank Forward Huntgroup On *51 Blank Forward Huntgroup Off *52 Blank Cancel or Deny *53*N# N Call Pickup Members *57*N# N Forward On Busy Number *70 Blank Call Waiting Suspend *70*N# N Dial Physical Extn By Number *71*N# N Dial Physical Extn By ID *9000* "MAINTENANCE" Relay On *91N; N".1" Record Message *92N; N".2" Record Message 9N N Dial ? . Dial 4. Features IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 113 Product Description 15-601041 - Issue 15c (31st January 2007) *31 Blank Call Pickup Group *32*N# N Call P ickup Extn IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 115 Product Description 15-601041 - Issue 15c (31st January 2007) 5. IP Telephony Introduction to IP Telephony Technological innovation is changing the way we communicate. This time it is coming in the form of changing the way telephone calls are transmitted.
It brings with it several new capabilities that change the meaning of the phrase telephone call through the use of Voice over Internet Protocol (VoIP). Basically, VoIP means “voice transmitted over a packet data network.” VoIP is often referred to as IP Telephony because it uses the IP protocols to make possible enhanced voice communications throughout the world, wherever IP connections have been delivered. IP Telephony unites a companys many locations—including mobile workers— into a single converged communications network.
Telephony calls using VoIP go above and beyond whats been possible in the past. When it comes to placing telephone calls, VoIP provides a range of support services and features unequalled in the world of telephony, but above all deliver them at low cost. How Does VoIP Work? Voice over Internet Protocol means basically what the acronym states: Voice travels over an Internet Protocol. Internet Protocol refers to the type of rules that the network uses to send and receive signals. IP Telephony works by converting voice communications into data packets. Conveniently, it runs on the popular Ethernet LAN (local area network) technology, which currently supports over 96 percent of the worlds companies LANs. Circuit-switched or Time-Division Multiplexed Telephony Before digital networking with the Internet took off, everyone had to use the “Plain Old Telephone Services” (POTS). These run over a network called the Public Switched Telephone Network (PSTN).
The PSTN has been around since the telephone was invented in either analog or digital form using circuit switched technology where the telephone call gets exclusive bi-directional use of a wire or circuit while the call is in progress. Because the circuit is exclusive to each conversation, PSTN and private branch exchanges (PBXs) must be sized to cope with peak demand and have enough circuits available for all expected conversations. This is not a flexible approach and results in a lot of infrastructure investment that the telephone companies need to recoup, via the cost of access charges and calls.
The Internet has changed this where data services have driven down access charges and allowed voice to “travel for free” over a multipurpose data network. Packet-Switched Telephony Unlike circuit-switched connections, which always require use of dedicated bi-directional circuit for the duration of a call, VoIP technology has enabled telephony and other new and novel features and services to run over fixed and wireless networks including private local area networks. These newer network types use packet-switched protocols. Packet-switched VoIP puts voice signals into packets. Along with the voice signals, VoIP packets include both the senders and receivers network addresses. VoIP packets can traverse any VoIP-compatible network. Along the way, they can choose alternate, shared paths because the destination address is included in the packet.
The routing of the packets is not dependent on any particular network route which means the network provides can provide a reliable service at a fraction of the cost of circuit switched providers. What Advantage Does IP Office Have? IP Office can provide support of PSTN, POTs, digital time division multiplexed phones AND digital IP phones all on the same system. This means you dont have to abandon the past to embrace the future, IP Office allows all the technologies to co-exist. IP Office connects to the PSTN and to IP trunks (the VoIP equivalent) so providing a “Hybrid” PBX function where both legacy and future technologies can be used together to minimize operating costs and offer optimize business communications through both voice and data.
IP Office has digital telephones built on both TDM and IP technology that provide the same user interface offering a flexible choice of solution that can mix, for example TDM phones in the office and IP phones at a remote site of at home. With the choice of IP phones including real and virtual (software) phones, IP Office can take communications to a new level. Buying IP Office allows you choice you can use the pure POTs or the pure VoIP capabilities of IP Office, or use both at the same time to allow seamless technology transition of your business without the disruption of having to choose between them now. IP Office Product Description IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 116 Product Description 15-601041 - Issue 15c (31st January 2007) IP Office Turns VoIP into IP Telephony In order to make use of VoIP, IP Office uses signaling protocols called H.323 right now, and Session Initiation Protocol (SIP) which allow IP Office to establish end-to-end connections for the voice path through the IP network.
It ensures each end of the connection is able to transmit and receive voice and provides the network addressing for end to end packet transmission. IP Office also allows for connecting between the different technologies by translating the signals they use, for example an analog phone may wish to connect to a VoIP destination. This requires both the signaling and voice transmission to be translated IP Office does this easily as it contains technology elements called gateways and gatekeepers that enable translations to happen. With a conventional telephone system you plug your analog or digital TDM telephone into an extension socket connected to your PBX or Key System. With IP Telephony you connect your digital IP telephone to your IP PBX via the LAN.
There are two basic types of IP phones:
• A physical phone, which looks very similar to a standard telephone (IP Hard Phone)
• A software application (Phone Manager PC Softphone) which runs on the user's PC, allowing them to use either a headset/microphone to make/receive calls anywhere they have IP connection IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the use of IP routing and IP VPN services.
When making use of IP telephony, there are a number of data centric considerations such as which data types have priority on the IP network when there is contention. This is set with IP/TCP “quality of service” and should not be ignored. In situations where LAN Bandwidth is limited, a quality of service capable LAN switch should be used to ensure voice packets are transmitted with the required priority on the network. If not, the conversation carried over IP appears as broken up (due to packet loss) or has unacceptable delays introduced in the conversation (latency & jitter).
With IP hardphones there is need for Power over Ethernet (PoE) or “midspan power” to be provided to the phones as the IP phones are no longer powered by IP Office a list of Avaya approved PoE options is available at the end of this section. Gateways, Gatekeepers and H.323 - Technology Overview IP Office uses the H.323 signaling protocol which has the following architectural components
• Telephones are H.323 service endpoint devices that can support Audio calls. Other types of H.323 devices can support video as part of H.323
• Gateways provide media translation to allow calls to be made to non-H.323 devices, for instance an analog telephone or the public network to connect with a H.323 device
• Gatekeepers control the call processing and security for H.323 devices
• Multipoint Connection Units (MCU) for conferences by adding together media streams These elements are grouped together in what is known as an H.323 zone (a zone is analogous to a PABX). Each zone has a single Gatekeeper that can be considered as the brains of the system dealing with call distribution, call control and the management of resources. On power-up, IP telephones, Gateways and MCU make registration requests to a Gatekeeper which then authenticates (accepts or rejects) their request to become a member of the zone.
Once accepted, a telephone wishing to make a call sends a call set-up message to the Gatekeeper which then determines how to route the call and will then send an alert to the called telephone, or if the call is to a non- H.323 telephone establish the call via a Gateway within the zone.
The design of IP Telephony systems has been driven by open standards. Digital IP Phones, Gateways and Gatekeepers all support the H.323 standard and it is this that allows devices from different manufacturers to work together. IP Office has an optional integral Gateway (Voice Compression Modules) and Gatekeeper functionality required to provide a fully functional IP Telephony solution. 5. IP Telephony IP Office 4.0 ©Copyright 2006 Avaya Inc. All rights reserved. Page 117 Product Description 15-601041 - Issue 15c (31st January).