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IP Office

IP Office Release 7.0

A phone system designed for small and medium businesses, Avaya IP Office offers powerful capabilities to help employees communicate more effectively with customers, vendors, and each other. Combining advanced, big business functionality with the ease of use and simplified management that small businesses require, IP Office helps small businesses use communications to differentiate them from their competition.

With Release 7.0, new Digital Station modules will be available supporting select Nortel digital telephones. The new DS modules will support RJ21 connectors on the telephone station side. Enhanced support for select Nortel IP telephones will be available with Release 7.0.
WHAT LEGACY PHONES will work on IP OFFICE?

IP Office Platform

IP Office is a modular communications solution that scales from 2 to 384 extensions on a single platform. IP Office supports up to 32 sites and 1000 users in a multi-site network with resilient and redundant capabilities. It provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP telephone and trunk support that can be used in either mode or both concurrently. IP Office has data capabilities built in, providing IP routing, switching and firewall protection between LAN and WAN (LAN2). IP Office has a web based applications suite that delivers contact center reporting, voice and email messaging, Interactive Voice Response, conferencing and computer telephony integration.

IP Office solutions are built from hardware units and application software. Hardware provides the connectivity for voice and data circuits and processor units for the solution software. Each IP Office solution will require a system control unit (IP500 V2), trunk connections to service provider, and expansion modules for TDM telephone cabling. IP Telephones connect over LAN connections to the IP Office solution.

IP Office Essential Edition
Keep costs down and still get essential call handling capabilities. IP Office Essential Edition is the perfect small business starter kit delivering all the “must haves”—call routing, caller ID, hold/conference/transfer, voicemail—and a great selection of Avaya phones.

Capabilities

  • Automated-Attendants – Program up to 40 automated attendants (maximum 6 simultaneous calls) to handle almost any customer situation. Customize caller greetings so key clients receive a personal message and are routed directly to the most appropriate person or team.
  • Dial By Name/Extension – Callers can easily reach the person they want to connect with by simply typing the name or extension on the phone keypad.
  • Voicemail – A range of choices that enable staff to stay connected regardless of where they are. Retrieve voicemail messages from the keypad on any telephone, through the context-sensitive display on an Avaya phone, or via email (voicemail messages show up just like an email).

Benefits

  • Efficient call handling – Through touch tone prompts, quickly route customers to the right department to save your time and their’s
  • Convenience – Enable callers to easily enter the name of the representative they seek for fast, personalized attention
  • 24-hour access – Customized voicemail greetings for each member of your staff enables customers to feel connected even when you’re not there
IP Office Essential Edition SPECIFICATIONS
Format Secure Digital (SD) Card
System Requirements IP Office 500 system
User Requirements Any IP Office telephone
Feature Detail






Maximum of 6 concurrent calls
Approximately 15 hours of storage
40 simple automated attendants
Multiple language support
Message control: Save, Delete, Forward, Repeat, Rewind, Fast Forward, and Skip Message
All messages time & date stamped
Break out to reception
Related Products

IP Office Preferred Edition
IP Office Advanced Edition

For IP Office Essential Edition PARTNER Version go to our PARTNER system page.

IP Office Preferred Edition
Gain 10 times more voice messaging capacity (than Essential Edition) and handle dozens of calls simultaneously. Equip your business with multi-level automated call routing to ensure customers reach the right person fast, anytime. Secure a 64-party conference bridge with PIN number access. Get messages anywhere with automatic alerts.

Capabilities

  • Scalable and Sophisticated Voicemail –Handle up to 40 simultaneous calls. Make the entire staff more productive and efficient. Broadcast a single voicemail to all employees, a specific department or just one team. Address messages by extension or name. Have voicemail messages “find” you and alert you to new messages.
  • Secure “Meet Me” Conferencing – The built-in 128-party conferencing capability makes it easy for all users to host their own personal password-protected conference bridge (up to 64-parties per conference) to securely collaborate with customers and colleagues. Its unique call capacity lets you host a multitude of calls simultaneously.
  • Automated Call Routing – With the ability to create an unlimited number of automated attendants (each with an unlimited number of levels), sophisticated call routing is now a reality for any size business. Customize attendants to handle calls by time of day, day of week or other variable. Program attendants to recognize callers and deliver personalized messages to them. Pre-record announcements (holiday greetings, promotions) and schedule them for future use.
  • Call Recording – Built-in recording of incoming or outgoing calls. Set the frequency of recorded calls (all calls or a percentage of calls). Record calls on demand with the push of a button. Recordings can be sent directly to voice/email mailboxes as a WAV file attachment for forwarding via email.

Benefits

  • Investment Protection – Expandable as your business grows. Handles ten times more voice messaging capacity than Essential Edition to accommodate higher number of calls from customers and aadditional users
  • Empowerment of all users within or across the business…All users can spontaneously host their own personalized and secure conference calls.
  • Flexible management – Easily adapts to your changing business needs
  • Communications assurance – With the ability to easily record calls no one should ever miss important information from a meeting
IP Office Preferred Edition SPECIFICATIONS
System Requirements




IP Office 500 system
Ethernet-attached PC running Windows Server 2003 (32-bit), Windows Small Business Server (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 R2
Voicemail synchronization in Email and Browser based access to voicemail works with any IMAP mail client (Outlook)
IP Office 500 system has 128 party conference capacity, with up to 64 parties on a single call
Requires as many digital trunks/channels as external participants. For example, 1 T1 allows 23/24 external parties, 1 E1 allows 30 parties, etc.

User Requirements Any IP Office telephone
Feature Detail






























System Features
Up to 40 concurrent calls for voice mail accesss
Voice storage dependant on PC hard drive size (1MB per minute)
Unlimited multi-level intelligent automated attendants
CLI/ANI number screening to personally answer and route known callers
Time & date profiles to cater for public holidays and emergency closures
Sophisticated in-queue announcements advises callers Estimated Time to Answer and Position In Queue
Multiple language support
Single, centralized voicemail solution when used with IP Office Multi-Site Option
Distributed voicemail solution available when used in IP Office Multi-Site Option
Message control: Save, Delete, Forward, Repeat, Rewind, Fast Forward, Skip Message, and Pause
Message retrieval options of LIFO/FIFO playback (Last In First Out/First In First Out)
Set message as Priority, to be played first
Outcalling notification of messages left in voice mail box

Conference Features
Helpful voice prompts guides callers into the conference call
Unique PIN codes ensures security for conference calls
Conference entry/exit tones; single beep on entry, double beep on exit.
Conference call recording
Conference Call control (Available with IP Office Power User, IP Office Teleworker, and IP Office Office Worker solutions)
‘Conference Room’ automatically dials users and adds them if available ( Requires Receptionist solution)

User features
Record calls to mailbox
Personal attendants
Personalize greetings and pre-record extended greetings
Send notification, Forward, and Copy voice messages to Email Inbox
Browser based access to voice messages
Message control from your PC (Available with IP Office Power User, IP Office Teleworker, and IP Office Office Worker solutions)

 

IP Office Advanced Edition
IP Office Advanced Edition enables growing businesses to take advantage of Avaya’s industry-leading contact center expertise. For small to medium businesses that want to differentiate themselves through exceptional customer service, Advanced Edition provides customer service reps and their supervisors with the tools to effectively handle call volumes and gather and report valuable customer intelligence to help increase sales and agent productivity.

Building on the IP Office Preferred Edition (required pre-requisite), Advanced Edition helps businesses take customer service to a higher level.

Capabilities

  • View agent status – Customer service reps and supervisors can get real-time information on call queues, hold times, agent status and more, to help ensure customers are always being served quickly, efficiently and professionally.
  • Assess agent productivity – Customer service supervisors can gather current and historic data and generate reports to gauge the productivity and performance of agents. The intuitive browser-based interface offers drag-and-drop simplicity, making it easy to configure, generate and deliver customized reports that can be acted upon quickly.
  • Manage campaign performance – Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize on the investment. Capture information such as telephone number and area where responders are calling from (among other data) that can help streamline costs and boost campaign-generated revenue.
  • Selectively retrieve recorded calls – Call recording can positively impact customer service and revenue and it also enables more meaningful training sessions. Calls can be easily and securely retrieved from any PC by searching on any number of fields such as date, time and extension number, and archived to a storage device such as DVD.
  • Automate popular inquiries – Free up valuable time for customer service reps by providing customers with easy-to-use caller menus for fast and efficient responses to commonly-asked questions. Callers can respond with touch-tone or voice response (or both). Create customized surveys. Retrieve information the same way voicemail messages are replayed.
  • Create self service menus – Improve responsiveness to customers and continue generating revenue even outside of normal business hours. Customized, automated self-help menus allow customers to place or change orders, check status of shipments, and more.

Benefits

  • Measure and track customer service – Real time and historical call statistics gives your business insight into how well you are serving your customers
  • Quicker response to service issues – Simple to use management tools enable you to react to and change routing rules, agent assignments or service capacity on demand
  • Manage resources efficiently with automated 24/7 service – Self-help options can drive revenue in off-hours (access information, get directions, check order status and more) and free up agents for more critical, customer-facing tasks
  • Discover new opportunities – Leverage your customer recordings for first-hand information on what your customers want. Confidently create new offers or enhance existing ones to boost your revenue stream and expand market presence
  • Address individual agent needs – Quality checks (through call recordings) can reveal both positive and negative agent performance. This will enable you to correct or reward accordingly
  • Conflict resolution – Replay customer conversations to help resolve customer issues with the facts
IP Office Advanced Edition SPECIFICATIONS
System Requirements








All system requirements as in IP Office Preferred Edition plus:
Viewing agent productivity, monitoring, and report generation:

*The following Server Operating system Microsoft Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 R2
Storage facility for call recording:
*Ethernet-attached PC running Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), or Windows Server 2008 (32-bit)
*A minimum of 20GB disk space is recommended to allow for at least 10GB of recordings (1000+ hours of audio).
Self Service Menus:
*Interaction with 3rd party standards based ADO interface (ActiveX Data Objects) databases
*Interaction with Visual Basic Scripting

User Requirements










*Any IP Office telephone
Viewing agent productivity, monitoring, and report generation:
*Microsoft Internet Explorer, version 8.0 and above
*Mozilla Firefox, version 3.5 and above
*Apple Safari, version 3.2 and above
*Windows Safari, version 3.2 and above

Access to storage facility for call recording:
*Microsoft Internet Explorer, version 7.0 and above
*Mozilla Firefox, version 3.5 and above
*Apple Safari, version 3.2 and above
*Windows Safari, version 3.2 and above
Feature Detail


























All features included in IP Office Preferred Edition plus:
Viewing agent productivity, monitoring, and report generation:
*Browser Based, Drag & Drop application
*View statistics: Agent States, Agent ACW, Agents Available, Agents Logged On, gents Present, Agents Ringing, Answered Calls, Answered External (non-queue), Answered Internal (non-queue and queue), Average Answer %, Average Answer Time, Average Wait Time, Busy Not Available, Calls Waiting, Current Wait Time, Grade of Service, Longest Wait Time, Lost Calls, New Messages, No Answer, Outbound Calls (external), Overflowed Answered, Overflowed Calls, Overflowed Calls Waiting, Overflowed Lost, Queue State, Queue State Time, Routed to Other, Routed to Voicemail, Transferred
* Display statistics, show top agent ‘leader’, provide motivational messages to agents on external optional LCD
*Customize LCD with company logo and colors
*Alarm setting and notification (color change) by agent and group: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge
*Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports
*Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards
*Report format (Adobe, Word, Excel, Rich Text, or Crystal)
*Email report in format of recipients choice

Storage facility for call recording:
*Search and replay application
*Secure log in
*Locate recording through filters: Date, Parties, Length of Call, and Target Number
*Replay controls: Start, Stop, Pause, Skip Forward, Skip Backward, and export recording to readily playable .wav file
*Archive recordings to DVD
Self service menus:
*Database actions: Database Open, Database Execute, Database Get Data, Database Close
*Interaction with database accomplished through Structured Query Language scripts (SQL)
* SQL Query Builder Wizard

Bishop Computer provides technical remote service support (as well as onsite service support in the Chicago to lower Wisconsin areas). We've installed over 300+ IP Office systems and serviced many more.

We can help with:

  • Installation
  • Diagnosing a problem on your IP Office system
  • Upgrading IP Office
  • Programming IP Office system & voicemail
  • IP Office Training
  • Network Infrastructure related to phones including QoS and VoIP

A credential report can be sent to you verifying certification from Avaya. Don't just take someone's word that they are certified.

 

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