Curso Avaya Learning 2S00005W Selling IP Office PDF StudentGuide

Welcome to this APSS course called "Selling IP Office". This online course is intended for Sales Representatives and should take about two and a half hours.

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IP Office has historically focused on Small and Medium customers. Now, IP Office is expanding is reach into the Midsize Enterprise with a strong offer. These solutions are supported by robust services to ensure the system is quickly restored in the event of an outage.

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IP Office offers group collaboration capabilities designed to meet the needs of any business. Each Edition provides incremental capabilities designed provide additional value for customers. Each edition requires cumulative edition licenses in order to function. For example, Preferred Edition requires the Essential and Basic Edition licenses. We will discuss this more later in the session.

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IP Office has supported 1000 users across 32 sites for some time now. But with release 8.1 all 1000 users can be at a single location. This means IP Office as a single platform can support very small businesses, mid-sized businesses, and everything in between. There will be more detail on later in the course

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This course will help you to understand the capabilities and components of IP Office. It will also cover the market in which IP Office competes as well as how it solves customer problems by providing real value in the solutions and services being delivered

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In this module, we will provide a high level overview of IP Office. We will talk about the purpose of IP Office and the market for IP Office.

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The following slide will explain the purpose of IP Office.

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IP Office was designed from the beginning to solve real customer needs. It always been all about the customer and how we can help them to have the most flexible workforce possible. We accomplish this by delivering a scalable solution that isn‘t simply focused features. This in turn will not only deliver value now, but will continue to do so into the future.

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Now lets have a look at the target market for IP Office

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The next few slides give a short overview of the target market and key needs of popular verticals.

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Just as small businesses have specific pain points, business needs, and behaviors, the same applies to verticals. Industries have specific business problems and needs. The primary business interests of a doctor‘s office are different than those of a law firm or an auto dealership. By understanding this specific protocol, you are able to articulate the solution to the customer. You will be able to explain the solution in terms familiar to the customer, leveraging customer collateral and tools designed for that vertical. The many business issues can be solved solely by the IP Office by leveraging the Avaya Developer Connection program. You can bring that additional level of expertise to the opportunity. These certified applications simplify both the sales and the implementation process.

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Each of the vertical markets listed has customized information and collateral available on the portal. Don‘t forget to arm yourself with this information before talking with your customers in these verticals. It could help to close to deal.

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Self assessment is an important part of the learning process. So, from time to time during this session you will be presented with a Knowledge Check Question.

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This module covers the IP Office hardware including the server, networking components, modules, and supported endpoints.

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In this lesson we will discuss the IP Office communication server.

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This lesson is designed to help you understand the IP Office architecture and to be able to explain the benefits to your customers.

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How we communicate is a personal choice. It has to match the needs of the business, and business needs vary depending upon whether employees are working in the office, at home, or on the road; does the business have one location, multiple locations, is it a remote office of a larger organization? With the IP Office 500, customers can choose from a wide range of components to add capacity, applications, and phones, as needed, whether they have five employees, 200, or more. IP Office 500 addresses basic telephony needs, leverages built-in convergence capabilities, and capitalizes on robust unified applications to deliver intelligent communications to our customers and their clients. Customers can grow at their own pace and budget, and reduce monthly costs. IP Office 500 will help customers lower the cost of communications with capabilities like conferencing, making calls over managed Internet service Voice-over IP or low cost Internet telephony service provider, networks such as SIP trunks, and the comprehensive benefits of a converged communication system. Customers can leave the office and be accessible with easy flexible options for call and message forwarding and one-number access. IP Office keeps everyone in touch. They will get the freedom to go where they want and never miss important business calls. Customers can link multiple offices together. IP Office 500 provides businesses with multiple locations, unique capabilities, and feature transparency between sites. The ability to network phone systems and share messaging systems between offices reduces upfront investment and drives long term productivity. Customers can host their own conference calls, enable cost-effective collaboration by utilizing the IP Office systems built in 128 conferencing capacity. Up to 64 parties can be on a single conference call. This allows customers to quickly select conference calls on the fly or schedule them and allow IP Office to notify internal participants automatically.

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The IP Office 500 is extremely flexible in how it can be built, customized for specific customer needs. Shown here, the IP Office 500 V2 communication server is 2U in height, which allows the unit to be mounted in a standard 19-inch track. The IP Office 500 V2 utilizes secure digital SD cards which hold the operating system and the license file for applications. The external relay control provides connection for devices such as door phones. The external music-on-hold uses a standard audio interface. Both the LAN and WAN ports are Layer 3 and used for connection to customer data network. The eight expansion ports provide connection for up to eight external IP Office expansion modules which provides connectivity for additional telephones and facilities. The IP Office 500 V2 communication server is available globally except in specific countries in the Asia Pacific region.

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IP Office 500 has 4 slots that support a wide variety of plug-in cards providing connection for telephones and many daughter cards providing for connection to the service provider. These cards provide connection or resources for digital and analog telephones. Voice Compression Modules, known as VCMs, provide the resources necessary when using IP trunking or IP extensions. Two combination cards available which provide connections for digital phones, analog phones, trunking—either analog trunks or BRI trunks—and VCM resources. ETR cards provide connections for PARTNER system telephones. The ETR card is available in the Americas -- North America, and select countries in Central America. The 8 port digital TCM card supports the 7000 series digital phones. As mentioned, the IP Office 500 utilizes a small, secure, digital SD card for licensing, configurations, message storage, and more. An optional SD card slot is available and used for system and configuration backups.

As mentioned, there are two combination card options available. These cards are only supported on the IP Office 500 V2 communication server. One combination card provides connection for six digital telephones, two analog phones or devices, four analog trunks, and 10 Voice Compression Module channels or resources. The other combination card is available in select countries where BRI (Basic Rate Interface) trunks are supported and provides connection for six digital phones, two analog phones or devices, two BRI channels, and also includes 10 VCM channels or resources. As noted, a maximum of two combination cards can reside in the IP Office 500 V2 communication server. The ETR card provides connection for six PARTNER system telephones. It has the ability for each trunk daughter card to be added, either the analog trunk card which can provide power failure transfer or the single T1 PRI universal card. The IP Office 500 V2 communication server can support up to three ETR cards. This card is only supported in the Americas when using IP Office Basic.

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Voice Compression Module (VCM) resources are used for a variety of capabilities on the IP Office system including converting media type (analog to IP for example), playing music on hold, conferencing resources, voicemail, faxing, and more. As previously stated, VCM resources are included in the Combo Card and VCM cards.

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This lesson will focus on the IP Office modules

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At the end of this lesson you will know the different IP Office expansion modules and when they should be used.

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This is the Digital Station module and it is available in two variants, Digital Station 16 and Digital Station 30. As the name suggests, they modules support 16 and 30 digital stations respectively. Digital telephones connected to this expansion module can be located up to one kilometer from the unit. Should digital telephones be located out of building, additional line protection is required.

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This is the DS16A/DS30A Station Module. Though similar in purpose to the Digital Station module previously noted, the DS16A and DS30A provides for connection of the T7000 and M7000 series Digital phones, the audio conferencing unit, and digital mobility endpoints from the heritage Nortel Norstar and BCM. The RJ21 connectors enable reuse of cabling at a location where Norstar systems and BCM systems were initially installed – therefore accelerating installation time and reducing cost of the installation.

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The Phone Station module is also available in two variants, Phone 16 and Phone 30. The Phone Station Expansion module supports industry standard analog devices and Message Waiting Indicator methods. Caller ID display information can be passed to the device. Additionally, the port can be set to support external paging. The setting takes place within Manager.

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The Analog Trunk 16 module provides connection for up to 16 analog trunks, either ground start or loop start to wire connections on a per port basis. The Analog Trunk 16 module also provides for power failure transfer. In the event of a power outage, the first two ports automatically become PFTs. There are two ports on the back of the unit where the analog telephones connect to; PFT port number 1 takes on trunk number 1 and PFT port number 2 takes on trunk number 2. Check for regional and country availability.

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The IP Office 500 includes 8 expansion ports to add additional station or trunk ports. The 8 expansion ports will support up to 272 total stations and 240 E1 or 192 T1 trunks. When the 4-port Expansion is added to the system, the total number of POTS, Digital, or IP sets increases to 384, but the total number of E1 trunks decrease to 180 and T1 trunks decease to 144. The reason for this is because the 4-port expansion card does not support a daughter card; therefore only three base cards can support the Dual E1 T1 PRI daughter card. As shown, the 1integrated conference capacity is 128 ports with and without the 4-port expansion card installed.

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This lesson will focus on the IP Phones supported on IP Office.

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This lesson is designed to help you understand the IP phones supported with IP Office and to be able to explain the benefits to your customers.

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Avaya has a telephone for every kind of user and communication need. For most office-based employees, the Avaya IP and Digital telephones provides the ideal balance of price and performance. IP Office Softphones are designed to provide remote workers with the same communications capabilities at home or in the office. Avaya wireless telephones help roaming workers stay connected around the office. And 3rd party SIP phones are supported for those customers that require customized endpoints. A complete list of supported endpoints can be found on the IP Office knowledge base.

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The 96x1 series telephones are the latest IP phones supported on IP Office. They offer an intuitive user interface with touch screen and color display models, along with brilliant wideband audio quality. The telephones also feature a very stylish and professional design including support for customized display screensaver images and custom face plates with company logos.

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The 96x1 series IP phones are equipped with paperless keys, making it easy to change features and button assignments from remote. Shift/page button allows access to a large number of lines or features that are shown dynamically in the display, making access to IP Office functionality easy while providing a clean, simple to use user-interface. IP Office supports 3 models: 9608, 9621G, and the 9641G each designed for a specific user type best suited for their role. The 9608 is used for the Everyday Worker. Both the 9608 and 9641G support the button module adjunct, these telephones are best suited for receptionists and managers. With touch screen capability, the 9621G and 9641G telephones are often used for executives. Click on each phone for more information. As you will soon learn, Avaya offers a wide selection of IP phone models. When considering IP phones, the 9608, 9621G, and 9641G are first choice.

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The 1600 series IP telephones are part of the Avaya one-X® deskphone Value Edition delivering basic communication features at an attractive price point. These IP telephones are designed specially around the needs of the small and medium business customer. The 1600 series IP telephones are ideal in the office, remote office, and call center environments.

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The family of 1600 series IP phones consists of three models designed around different user needs. The 1603 phone is designed for the walk-up user and the basic everyday user. The Avaya 1608 IP telephone is designed for the everyday user. The Avaya 1616 IP telephone is designed for the receptionist or administrative assistant user in mind. The Button Module 32 is supported on the 1616 IP telephone.

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IP Office supports both the 1100 series and 1200 series IP telephones and their associated key expansion modules, previously only supported on Avaya Business Communications Manager (BCM). The features available include many of the common features such as hold, transfer, multiple call appearances, BCM-style feature keys with central provisioning for status indication, and many more. The phones run on IP Office using SIP, and, as with other Avaya IP endpoints, require IP endpoint licensing. A complete list of supported endpoints can be found on the IP Office knowledge base.

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IP Office supports DECT R4. DECT technology operates on its own dedicated wireless network, therefore not negatively impacting the customer‘s wireless data traffic network. There are four handsets available with DECT R4, the 3720, the 3725, the 3740, and the 3749. The 3720 handset offers standard functionality with black and white display, speaker phone and is headset-compatible. The 3725 handset has extended functionality with a color display, speaker phone and is Bluetooth headset-compatible. The 3740 and 3749 are designed for industrial environments.

Please click on each bullet button to get more detailed information.

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The 3641 and 3645 Wi-Fi telephones that provide an improved user interface, lightweight design, and support several Wi-Fi standards: 802.11 A, B, and G. Also as part of the Wi-Fi solution, the optional Avaya Voice Priority Processor works with access points to provide Quality of Service (QoS) for the phones. Additionally, the AWTS is an open application interface gateway that enables third party software applications to communicate with the Avaya IP wireless telephones. Examples include nurse call, alarm, and control systems.

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This lesson will focus on the Digital Phones supported on IP Office.

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This lesson is designed to help you understand the Digital phones supported with IP Office and to be able to explain the benefits to your customers.

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From a digital phone perspective, Avaya has a few choices for the customer. The newest line of digital phones is the 9500 series. Similar to the 9600 series IP telephones, the 9500 series Digital telephones are equipped with paperless keys and features are shown dynamically across the interactive display.

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The 9500 series digital telephone models include the 9504 and the 9508. The 9504 is for the cost sensitive user and the 9508 is for the more demanding, intensive phone user. Both phones feature a display with white backlight for easy readability and a flexible two-position stand. Both phones have electronically labeled keys with green/red status LEDs. The 9508 phone, next to a larger display, also supports connection for an external button-module.

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There are three models of the 1400 series, available —the 1403, 1408, and 1416. The 1400 series digital telephones offer paper labels and dual LED buttons.

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IP Office supports digital telephones from the Norstar and BCM product family. Just as with other phones from Avaya, the T7000 and M7000 series digital telephones are user-friendly and fit any niche in the business. The purpose is primarily for migration and investment protection and are not intended to be the primary digital phone for new systems.

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There is an easy way to select the right phone for your customer. First, decide on phone line: Do they need cost efficient value line or easy to maintain self labeling phones? Then, decide on Interface: Do they want forward-looking IP phones or more traditional digital sets? Avaya gives the choice, while maintaining a consistent user interface and consistent functionality across both lines. Then, decide in User profile: What role does the user have? Is the user an ‗Everyday User‘ needing a standard phone? Or is the user a manager and finds themselves handling many calls? The User profiles give an easy way to get the right phone in each category for each person.

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This module covers the IP Office group collaboration Editions.

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IP Office has the flexibility to provide the flexible collaboration capabilities based upon the needs of the customer. These capabilities are contained in group collaboration licenses called Editions. Basic, Essential, Preferred, and Advanced Editions provide increasing levels of collaboration value to customers. There is also a Server Edition which focuses on mid market. Each of these will be expanded upon in the next slides.

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This lesson will focus on IP Office Basic Edition

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This lesson is designed to help you understand IP Office Basic Edition and to be able to explain the benefits to your customers.

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Here is a closer look at Basic Edition – Basic Edition was designed for small businesses that do not require advanced capabilities, IP endpoints, or multisite networking. It includes a simple web-based management which can get the system up and running in about 10 minutes. Basic Edition supports up to 100 digital phones and ETR phones and up to 64 trunks. Scaling beyond 100 users is possible by applying the Essential, Preferred, or Advanced edition license.

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The web-based management in Basic Edition was designed from the ground up to be both elegant, and easy to use. The home screen has is a dashboard that displays system usage levels and any alarms that the system may be showing. It also logically links related capabilities for easier use and faster completion. For example, if a port has an error, it turns red. If you click on the red port, if automatically brings you to the admin screen for that particular port. This type of context sensitive layout makes administration easier so there is less time managing the system.

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Basic Edition is more than just a basic key system. It also includes call routing and automated attendants, call forwarding, conferencing, and embedded messaging with email integration. Not only do these capabilities provide strong value, they also position the customer for upgrading to higher editions in the future.

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IP Office Essential Edition Quick Mode does NOT support IP telephones, but rather the: 1400 series, the 9500 series digital phones, the ETR series phones (from the PARTNER ACS product family) which are available in North America only, the 7000 series digital phones (which is ideal for migration purposes from Norstar and BCM), and industry standard analog phones or devices.

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This lesson will focus on IP Office Essential Edition

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This lesson is designed to help you understand IP Office Essential Edition and to be able to explain the benefits to your customers.

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The IP Office Essential Edition is the foundation upon which to build your customer‘s IP Office solution. It provides the necessary mobility, call handling and routing functionality and helps ensure small businesses have the communications tools they need to operate effectively and efficiently. With capabilities like one-number access, dial-by-name, automated attendants, conferencing, voicemail, and more, essential Edition provides the ―must haves‖ small businesses need to enhance their communications with customers and colleagues and streamline their operations.

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The Avaya IP Office Essential Edition includes the following features and benefits: Essential Mobility, which allows workers to be reached at a single number regardless of location. Users can configure calls to ring simultaneously to any other phone (mobile, remote office, home), eliminating missed calls while keeping the secondary phone number hidden. Users can also initiate office calls from their smartphone. Collaboration via Integrated Conferencing Capabilities Including 128-party ad hoc conferencing capacity with up to 64 parties on a single conference call. This can increase communication with staff, vendors, suppliers, and customers while cutting costs Advanced Call Routing and Auto Attendants can route calls to the appropriate person or group based on caller ID. It also supports 40 automated attendants and customized caller greetings so key clients receive a personalized message Additional Basic Call Features such as Automatic Callback, Multilingual Automation Capabilities, Music-on-Hold, Park and Page, Transfer, and many more. Work from anywhere capabilities let employees work from anywhere with 4 Remote Worker licenses that can connect up to 4 remote IP Phones without requiring a VPN.

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IP Office Essential Edition is designed for small offices, providing basic messaging capabilities of up to six simultaneous voicemail actions and 25 hours of storage. Dial-by-name functionality provides the flexibility for callers to route themselves should the called party‘s extension number not be known. Direct Dial to the desired extension is also available. Single number out-calling notification is also included attempting to contact the mailbox owner that a new message is in their mailbox.

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Here is a side-by-side comparison of IP Office Basic Edition and Essential Edition. Remember that Basic Edition is targeted for the small business, usually those with less than 20 users. As such, the capabilities are scaled accordingly. It is only supported on the IP Office 500 Version 2. It supports up to 100 analog phones, 1400, 9500, and 7000 series digital telephones, and PARTNER ACS telephones, and supports up to 64 trunks. Keep in mind that a Basic Edition system can be upgraded to Essential Edition by applying an Essential Edition license, providing investment protection as the customers‘ needs grow and capacity increases.

In comparison, Essential Edition in IP Office Mode supports a total of 384 users (including IP telephones) and 192 trunks, just like Preferred Edition and Advanced Edition. From a conferencing perspective, there can be up to 128 parties on conference calls, with up to 64 parties on any one conference. The messaging has a six- port capacity with 40 automated attendants.

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There are often questions that come from customers regarding the differences between Basic Edition and Essential Edition. The obvious differences are in terms of scale, but there are also other important differences including support for receptionists, remote workers, DECT phones, and multisite networking. When added up, Essential Edition provides significant value for the money.

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IP Office Basic Edition, Essential Edition, and Preferred Edition allow for simple voicemail alert, where the entire voicemail is forwarded or copied as a WAV attachment to any MAPI or SMTP compliant e-mail application, such as Microsoft Outlook, Lotus Notes, and more. Forwarding voicemail to e-mail is one element of unified messaging and is particularly useful for group voicemail boxes as it allows a single voicemail message to be copied to the e-mail of every member in that group.

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IP Office Basic, Essential, and Preferred Editions also support Visual Voice. Visual Voice allows the employee to easily access and control their voice messages via the display of digital and IP phones. The context-sensitive display guides the employee through the available message options. Visual Voice is supported on many large display telephones including the 1400 digital series, 1600 IP series, 5400 digital series, and 9600 and 96x1 IP series telephones.

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This lesson will focus on IP Office Preferred Edition

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This lesson is designed to help you understand IP Office Preferred Edition and to be able to explain the benefits to your customers.

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IP Office Preferred Edition delivers intelligent communications capabilities that enable staff to collaborate easily and respond quickly to customers and colleagues. With Preferred Edition, businesses can use communications to establish a competitive edge – through intelligent call routing, sophisticated messaging – and call handling and application integration. IP Office Preferred Edition enhances all the capabilities of Essential Edition and much more.

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Collaboration via Integrated Conferencing Capabilities IP Office Preferred Edition includes an integrated 128-port meet-me conference bridge which allows up to 64 parties on a single conference call. Unique PIN codes are assigned for additional security Extended Personal Greetings Preferred Edition gives each user multiple personalized voicemail greetings, which can be customized based on availability. Sophisticated Voicemail Preferred Edition can handle up to 40 simultaneous voicemail callers. In addition, callers on hold can choose to wait, leave a voice mail message, or transfer to another group. With Preferred Edition a single voicemail can be broadcast to all employees, a specific department, or a single team. Users can also send notifications and voice message to an email inbox Customized Automated Attendants Preferred Edition can help to Improve the customer experience via an unlimited number of automated attendants programmed with multiple menu levels. They can be customized to play under certain conditions such as time of day or week, and to certain customers, based on caller ID. It can even provide callers with valuable information such as wait time, position in queue, and promotions. Customers can also create pre-record announcements, emergency instructions, holiday greetings, and promotions in multiple languages. Call Monitoring and Recording Preferred Edition also supports call monitoring and recording. Calls can be recorded with the push of button, or recorded at a defined frequency or a percentage of calls. Recordings are delivered to a voicemail box or to an email inbox for later playback.

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IP Office includes 128 conference channels with a maximum of 64 parties in a conference. Conference calls can be set up traditionally by using the conference button on telephones or through a desktop graphical user interface. With IP Office Preferred Edition and Advanced Edition, participants can dial the number of the conference bridge and enter a customer security code to join the conference. Due to the inherent conferencing capability, IP Office can minimize or even eliminate the need for customers to rent conference bridges from a service provider.

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IP Office Preferred Edition is a PC-based and sophisticated messaging solution designed for larger environments supporting up to 40 simultaneous voicemail actions. Automated attendants can be multi-level; conversations can be recorded to a mailbox for retrieval and playback at a later time. Queue announcements for callers waiting to be answered can be created and customized.

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Preferred Edition also includes broadcast group messages and personal distribution lists. Call queuing announcements for call center environments keep the caller informed by announcing their estimated time to answer and their position in queue. Remote queuing for distributed hunt groups spread across IP Office network systems is also available. IP Office Preferred Edition supports 22 languages and support for TTY hearing impaired. Support for Visual Voice is also available.

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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.

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Being accessible is all important in winning and maintaining business. Preferred addition offers users the ability to remotely turn their voicemail on or off, set their voicemail e-mail forwarding, and edit their call forwarding and follow-me numbers. Together these actions provide a comprehensive personal numbering service for the user who needs to remain in contact, regardless of their physical location.

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Preferred Edition also includes built-in recording of incoming or outgoing calls. It allows the user the set the frequency of recorded calls (for example a user can record all calls or a percentage of calls). A user can easily record calls on demand with the push of a button and they recordings can be sent directly to voice/email mailboxes as a WAV file attachment for forwarding via email.

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Campaign Manager enables the gathering of repetitive information from inbound calls such as information requests to be fully automated, leaving agents free to deal with other, more complex calls. A definable sequence of recordings are played to the caller with time in between each recording to allow the capture of the caller‘s spoken answers and/or the caller‘s key presses. An agent can collect the completed transaction via a Web browser or over the phone.

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Avaya one-X® Portal for IP Office is an end-user productivity tool that lets users make and receive phone calls, manage voice messages, and view call logs. It also includes a Presence and Instant Messaging Service, which shows presence (including free/busy, on-hook/off-hook, and others) for any of the people added in Directory+ gadget in the one-X Portal. The presence status is also published to buddies using Microsoft Exchange and those which are part of the Google Talk network. Avaya one-X® Portal for IP Office also enables a user to add 3rd party gadgets from Google, Zoho, and other to the one-X Portal. This allows users to combine their Unified Communication workspace with their personal workspace.

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The IP Office Plug-in for Microsoft Outlook brings a subset of the one-X Portal user experiences to Outlook. The plug-in allows the user to communicate with the contacts without leaving the Outlook window and without needing to bring up other separate client application. This vastly improves user productivity. Capabilities include: Make and receive calls Visual voicemail Federated Presence and Instant Messaging Call history with the selected contact or for all calls Call options on the context menu of a contact

The plug-in window can be ―collapsed‖ to avoid capturing the entire screen. The UC features will continue to be available to the Outlook user.

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IP Office R8.0 enables integration with Salesforce.com for business users. This integration enables Salesforce customers that are using IP Office for their telephony applications to control calls from within the Salesforce portal itself. This integration is enabled by a small Windows application that runs in the system tray IP Office Release 8 will support the following call-control features from within the Salesforce portal: Making an outbound call Receiving an incoming call Hold/UnHold call Consultative or Blind transfer

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For those that require greater capabilities, Preferred Edition also includes a premium mobility experience. one-X Mobile Preferred for IP Office is a mobile application available for the iPhone and Android-based smartphones. It provides rich unified communications capabilities for mobile workforce and is designed to give mobile users quick access to multiple forms of communications and help conduct normal business while on the move with an ―always-on‖ experience.

The application provides unified communications capabilities with the following capabilities: Presence and Instant Messaging Visual Voicemail and Voicemail Intercept Click-to-conference and manage conference participants Advanced user presence including geo-location presence and tracking

The one-X Mobile Preferred for IP Office client has many unique and innovative capabilities that can give you a competitive advantage, and increase your revenue.

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IP Office Teleworker solution also includes the IP Office video soft phone. This application is loaded onto the user‘s PC. This provides call handling capability, but relies on the connection of a microphone and headset to the PC. Since users of the IP Office video soft phone are working remotely they would rely on an Internet connection back to their IP Office system. Calls would be made and received through the IP Office using the Internet as the transport. The IP Office video soft phone also has personal video connection available enabling a user to connect a USB video camera to the PC and via the video soft phone application. A point-to-point video call can be made and received to another IP Office video soft phone user on the system. The IP Office Video Softphone can also participate in a group video call within the same IP Office network with other IP Office Video Softphone users, the Avaya 1010 Video Conferencing System, Avaya 1040 Video Conferencing System, and Polycom VVX 1500 station. IP Office video soft phone is ideal for traveling and users find themselves between appointments when away from their office with some free time such as at airports and in hotels.

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This lesson will focus on IP Office Advanced Edition

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This lesson is designed to help you understand IP Office Advanced Edition and to be able to explain the benefits to your customers.

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IP Office Advanced Edition enables growing businesses to take advantage of Avaya‘s industryleading 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 (which is a required pre-requisite), Advanced Edition helps businesses take customer service to a higher level. It‘s important to note that as of release 8.1, Advanced Edition is not supported on Server Edition.

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IP Office Advanced Edition includes IP Office Customer Call Reporter. Customer Call Reporter allows supervisors to track and measure customer service and agent productivity levels through a browser-based interface. The interface is intuitive and informative. Supervisors can set alarm notification levels, customize views with the statistics they care about most, and the generation of reports from cradle to grave is simple: Drag-and-Drop, Point-and-Click. Recipients can receive reports in the format of their choice – document, excel, or PDF. The Customer Call Reporter can support up to 150 agents, 30 supervisors, and one administrator. The primary target market for the solution is the small business with less than 30 agents. IP Office Advanced Edition includes one Customer Service Supervisor. Additional supervisors and agents are added per customer scenario.

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This is a typical supervisor view after login. The main screen consists of a number of adjustable information elements: a dashboard goal, a statistics information ticker and a set of graph display panels. The main part of the dashboard is divided into a large display panel and two small display panels. Each panel has a header row of icons which can be clicked to select the type of item displayed in the panel and to then adjust its settings. Additional areas such as Monitor, Report, Scheduler, and Customer Map can be easily access from the Dashboard view.

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The ‗Monitor View‘ allows supervisors to customize their own views and select the groups and statistics they care about most or are most relevant to the business. This allows the supervisor to compare groups very easily.

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The supervisor sets alarm notification levels within their browser interface. The settings options enable the supervisor to include both internal calls and external calls. The alarm settings can be set for both warning levels and alarm levels. Here we see the settings for answered calls; supervisor has chosen to include external calls. The warning threshold is set at 870 and alarm threshold is set at 878.

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The customer map shows the location of callers based on the caller's number. When a caller's location has been identified, a pin is placed on the map at that location. The color of the pin changes with the volume of calls that match that same location. When the caller cannot be resolved beyond just a country, a colored button is used instead of a pin. By hovering your cursor over a pin or button, details of the location and the number of callers from that location is displayed. The customer map can use a number of different map backgrounds. These vary by map provider and map type.

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Supervisors also have the ability to create reports. There are standard report templates and through Point-Click, Drag-and-Drop, the supervisor creates a report. The reports can be done manually on an as-needed basis or scheduled to run automatically. The supervisor can choose from many formats for the report to be generated – Word, Excel, PowerPoint, Adobe Acrobat, or Crystal.

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Statistics and valuable information is equally important to Agents. Information is displayed to Agents on their PC desktop based upon the statistics the Supervisor set for that group. For example, when an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.

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This lesson will focus on IP Office Server Edition

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This lesson is designed to help you understand IP Office Server Edition and to be able to explain the benefits to your customers.

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With the introduction of Server Edition, IP Office can now scale higher to meet the needs of Mid Market customers. IP Office is now s goof fit for customers from 5 to 1,000 users at a single location.

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IP Office Server Edition was designed for mid sized businesses that require greater scale with simple deployment and administrator. Server Edition lets businesses start small and grow and still utilize their existing investments. It also includes advanced easy-to-deploy UC and mobility capabilities that can make employees more productive and serve customers better Server Edition is functionally equivalent to Preferred Edition and is integrated on a single platform. It‘s important to note that as of release 8.1, Advanced Edition is not supported on Server Edition.

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This conversation slide represents everything you need to know about IP Office Server Edition on a single slide. There are some differences between the traditional IP Office offer and Server Edition. At the top, you will notice that there are only 2 user experience configurations instead of 4 with the traditional offer. The mobile user experience is Power User and the desktop user experience of the Office Worker. They offer the same capabilities as their respective user solutions in a traditional IP Office deployment. There are also 2 deployment options with Server Edition. The first is an all IP deployment and in which case the only hardware required is the standard server. The second option a hybrid deployment where you would still need an Avaya server as well as an IP Office 500 V2 that acts as a gateway. Both options offer the same end user capabilities. The Infrastructure, endpoint, and services options are the same with Server Edition as they are with the traditional IP Office configurations.

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The next few slides will review sample deployment scenarios to help you to understand how Server Edition works. This scenario is a single-site 500 user all-IP deployment with 200 power user. Notice that all 500 users, including the 200 power users and 100 voicemail ports only requires a single server.

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Let‘s say that that the company in the previous slide has grown fro 500 to 1,000 users. Because Server Edition is modular and scalable, the company only needs to add a second server to handle the additional load. All licensing, configurations, and UC capabilities are still managed from a single interface as a single system. This scenario also adds an additional level of resiliency be either node can handle the load of all 1,000 users. If one of the nodes becomes inaccessible, the other automatically takes over for the entire system. There are no additional licenses to purchase or administrative steps maintain it.

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This scenario build upon the previous slide. Let‘s say that this company still has 1,000 users, but some of the employees are at other locations and they now have upgraded to 500 Power Users. We still need a primary and secondary server, but they don‘t have to be at the same location. They can be located at the 2 largest locations and still provide the same failover as if they were in the same rack. There can be an additional 30 sites, but the total number of users system-wide can not exceed 1,000 users. All sites have the same capabilities and built-in resiliency as the main locations. Because there are now 500 Power Users, the system will need a dedicated server for one-X Portal, but the single server can support all users at all locations.

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This final scenario shows how Server Edition operates in a hybrid environment where it can use IP phones and also digital and analog phones and trunks. In this case there is still a primary server that controls the IP Phones, SIP trunks, and the one-X Portal and voicemail applications. The difference with this deployment is that there is an IP Office 500 V2 that acts as a gateway for digital and analog trunks and for up to 384 digital and analog users. Additional gateways can be added if more digital or analog users are required. Functionality for all endpoints are the same regardless of whether it is IP or digital and both the primary server and the IP Office 500 V2 are administered by same application. Additional gateways and servers can be placed in remote locations to form a multisite network similar to the prior slide.

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Here we will illustrate how IP Office Server Edition is designed with integrated resiliency in order to ensure maximum uptime. The primary and secondary servers are fully synchronized and capable of taking over the full call control capabilities of the entire system. In the event of a server outage, IP phones with active calls will continue uninterrupted and idle phones will automatically register with the secondary server and maintain all functionality. The end users won‘t even know that an outage occurred. When it is all added up, IP Office Server Edition can minimize outages and the lost productivity that comes with them.

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The messaging system in Server Edition also has resiliency built in. The Primary and Secondary servers both have integrated messaging systems and they are synchronized in in real time. As we discussed previously, If the primary server experiences an outage, the secondary server takes over for the system. As part of this, the messaging system also transfers to the secondary server. Since the messaging systems are already synchronized, the transition is seamless. There are also options for when the primary messaging system is reinstated. This is another example how Server Edition is designed to minimize disruptions due to outages.

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Here are a few points that will help you to understand Server Edition Server Edition is a highly reliable Linux system The servers have dual power supplies and hot-swappable RAID hard drives The dual quad core processors have to power to deliver the scale and capabilities.

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Let‘s compare IP Office and IP Office Server Edition. Both systems scale to 1,000 users across 32 sites, but IP Office 500 scales to 384 users at a single site and Server Edition scales to 1,000 users at a single site. IP Office 500 has basic, essential, preferred and advanced Edition, while Server Edition has no additional editions. Finally, Server Edition only has Receptionist, Office Worker, and Power User solutions instead of the 7 available with IP Office 500.

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This lesson will provide a brief overview of the on the Avaya networking components available to small to mid-sized businesses.

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Upon completion of this lesson you will know what networking products you can attach to IP Office and the Avaya Session Border Controller

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Let‘s talk about Avaya Networking and the value of the networking portfolio Avaya has historically been a technology innovator and was a key player in bringing reliable networking to Ethernet. Avaya was the first vendor to introduce a resilient stacking solution. We did this back in 1998 and have been perfecting the technology ever since. The stacking technology that we deliver on our Ethernet switches is the best in the industry. We were the first vendor to introduce a stackable product that exceeded a Terabit of capacity.. Still far exceeding every other vendors capabilities. We were the first vendor to implement a sub 20 millisecond recovery mechanism not reliant on the complex and inefficient Spanning Tree protocol and we are the first vendor to develop a standards-based network virtualization capability for private cloud deployments. Our products have been validated to exceed the competition in terms of stacked bandwidth capacity, the number of concurrent voice and video sessions on a WiFi network, and how we can simplify operations by auto-detecting and auto-provisioning IP phones and how we can hot swap units in a stack and automatically download the right software and configuration file to the replacement switch without impacting any traffic. And we can do this and still reduce total cost of ownership by up to 50% according to 3rd party analysis. We do this through a combination of compelling price points, reduced power consumption of the Ethernet switch and the devices that it is powering, a comprehensive lifetime warranty and by having one of the most competitive pricing for support in the industry.

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Why you as sales or partner rep‘s should care is because detailed analysis by our business analytics team has proven is that UC customers who purchase end to end solutions end up spending 6x more money with Avaya when sold an end to end solution.. And the other interesting thing is that they are not just buying the data.. They also end up spending more on UC by purchasing the end to end solution. Additionally – there are lots of vendors that we can eliminate by proposing the value of an end to end solution. Its only Avaya and Cisco that can deliver the breadth of product to deliver an integrated solution to the customers.

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Avaya‘s Ethernet Edge Switches have historically been very competitive in the enterprise space and now with the introduction of the ERS 3500 it allows us to compete and win in the SME space. What we are trying to achieve with the ERS 3500 is we are trying to make it easier to install, manage and support Avaya solutions by having a pre-validated interoperable solution that will just work. The partner doesn‘t have to pre-validate and test it – its already done. We also simplify phone deployments and have validated that when they are plugged into an Ethernet switch port the phone is operational in just over a minute. We will also be coming out with a quick start switch installation script called ―run IP Office‖ that will automate the set-up process so voice centric individuals will be able to deploy the ERS 3500 in conjunction with a UC deployment quickly and easily. We offer very simple stack operations and more virtual backplane capacity than the competition. Especially on the lower end stacking once available will be a very key differentiator of our products. Finally from a management perspective we offer an Industry aligned CLI with robust GUI. And hands down the most common objection you will get when talking to customers about Avaya for switching is that they know Cisco IOS. Our CLI is very IOS like and customers who do switch find that training is a non issue.. They are up and running in a short amount of time. In terms of products to lead with – if it‘s a branch or a small site lead with the ERS 3500. If it‘s a larger site and the switch is going to be deployed in a wiring closet – position the ERS 4000 series. If you run into a scenario where your customer wants 10Gig uplinks, integrated redundant power or dynamic routing then you could lead with the ERS 4000 series.

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BYOD is on every CIO‘s mind and Avaya offers a industry leading solution with its Identity Engines and its WLAN portfolio. Our BYOD solution has been built with the future in mind, providing maximum flexibility and access for users while keeping IT managers firmly in control of who is on the network and how that network is administered and secured. With Avaya Identity Engines, enterprises have granular control of both users AND devices. For example, a user that connects wirelessly to the corporate network via their work-provided laptop can be granted full network access if they are running the latest security and anti-virus software. The same user connecting via their personal iPad may be granted restricted access, so as not to jeopardize the security of the network. It also gives administrators full visibility of who has accessed and who is on the network and on what device. In a recent study only 9% of organizations stated that they were fully aware of all the devices connected to the corporate network, exposing them to security breaches. As smart devices become more capable of running high-quality, high-bandwidth applications, Avaya solution enable enterprise networks to seamlessly shift and grow to meet increased wireless demand. Optimized for real-time applications, Avaya WLAN solution deliver wired performance to wireless devices while providing the advanced capabilities administrators need to ensure sensitive data is protected and the networked is secured.

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Finally the last major area that I wanted to talk about is the network core. I mentioned earlier that the main reason why our portfolio has been historically strong was because we led the industry in providing resilient Ethernet networking free from the inefficient, complex Spanning Tree Protocol in our Switch Clustering solution. What switch clustering does is it simply aggregates multiple like Avaya Ethernet Routing Switches or Stacks and allows them to act as a single logical entity for all devices that are dual attached. The challenges with legacy Ethernet networks is that you have to block ports to prevent loops meaning half of you network investment is sitting ideal. In addition the protocol is slow to recover in the event of a failure. With switch clustering no ports or links are blocked – meaning that there is no wasted investment. Plus the network is load balanced and can recover very quickly if there is a failure. Deploying the switches in this configuration also enables hitless software upgrades where you can take a core node out to perform an upgrade and bring it back on line without any impact to user traffic. Although the competition also has developed similar solutions – Avaya is unique in that it supports this technology on a small form factor stackable product – making it a cost effective yet highly reliable core switch for a small to mid size enterprise. Cisco‘s implementation is only available on its expensive modular core switches making it a not very cost-effective solution for SMEs. In addition because our technology is interoperable with devices that support standardsbased link aggregation, resiliency can be extended beyond just the Ethernet network to attached 3rd party devices.

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In recent years, Yankee Group has done an annual survey of the main blocking issues that prevent companies from adopting VoIP and other Unified Communications applications. They have found that concerns over security are at the top of the list again and again. But we now know a lot more about VoIP and UC security, thanks to many examples of successful VoIP deployments that are safe and secure. And we have seen many examples of how attackers look to exploit VoIP and UC applications that are not protected.

Far and away the biggest concern is around toll fraud, which has seen a big spike in the last couple of years. Basically, very well organized networks of attackers are continuously probing for UC and VoIP servers that are not properly protected. Once they have control of these systems, they use them to resell long distance minutes, or else they place calls to premium rate numbers that they themselves own, running up huge bills for the enterprises. It is really common now for small enterprises to suddenly get a phone bill that is 100 times the size of their typical bill. But the good news is that, Aberdeen Group in early 2011 came out with a report that said that an enterprise that recognizes the need for VoIP and UC security will have much greater success at deploying these new applications. In fact, the Aberdeen report found that an enterprise that proactively plans security will cut as much as a third off the deployment time of VoIP and UC.

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So when we say that VoIP and UC security are different, what do we mean? Very simply, the security architecture that is designed for the IP network and the data applications that came before does not have the performance capabilities or the application awareness needed to properly secure VoIP and UC. For example, VoIP and UC are real-time, and so no lengthy processing of the signaling or content can take place without affecting performance. In contrast, email and web traffic can be subjected to relatively lengthy security scans and not create a problem for users. UC is converging multiple applications that used to be separate into a single infrastructure. Users don‘t even realize in many cases that their voice traffic is no longer riding a separate, segregated network, but is mingling with all manner of applications. UC and VoIP often utilize untrusted networks for transport, especially the Internet for connecting remote offices or employees on the go. It is trivially easy for someone to hop from one application to another in this new converged infrastructure. Tools for jumping VLANs can be found all over the Internet for free download. A benefit of UC and VoIP is that it dramatically reduces communication costs both internally and externally, and it makes it easier to adopt new devices and new applications. But this flexibility also makes it a lot easier for attackers to mask their identities, gain access to corporate resources, and also for new and unknown risks to be introduced by these new smart devices.

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As businesses are moving rapidly to adopt SIP for connection to service providers (SIP Trunks), hosted application providers, extranet partners and remote workers, a common question is: ‗Since the SIP trunk provider already has an SBC in their network, why does a customer of that provider require an SBC on their premise as well ? Security A local SBC provides essential SIP security regardless of whether the public SIP trunk service is delivered as a dedicated connection or via a shared MPLS network. Remember that VoIP is a service that runs over IP, just like email and web browsing, and businesses do not rely on their Internet Service Providers to protect those services using a central, communal firewall. An enterprise SBC enforces the customer‘s unique VoIP security policies – just like an enterprise firewall does for data – and ensures that any regulatory requirements for data security are met. Flexibility Without a local SBC, certain configuration changes may need to be done at the central SBC by the service provider. Most service providers only offer one enterprise-facing configuration and will not change it. This means that it is often very difficult to meet the changing security needs of customers. Additionally, an enterprise may wish to work with multiple SIP trunk providers and the SBC can provide a common demarcation point. Accountability An enterprise SBC can generate per-call statistics including QoS measurements for independent SLA monitoring. It can also provide reports on intrusion attempts (IDT) and provide session replication for call recording to meet industry or regulatory requirements.

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This lesson will provide a brief overview of the on the branch gateway option within IP Office

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Upon completion of this lesson you will have a basic understanding of the branch gateway options with IP Office.

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Avaya also sells the B5800 Branch Gateway, which is an IP Office chassis with modified software. In the past, migrating from a branch location with an IP Office to a centralized B5800 required a forklift. With IP Office release 8.1 it will be possible convert that IP Office to a centralized gateway by replacing the SD card instead of replacing the hardware.

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At the same time, this prevented capable IP Office partners from selling into branch locations because there was no path to a centralized Avaya Aura deployment. Now, IP Office partners can sell into those opportunities and still provide the customer with a path to Avaya Aura in the future. Please note that the partner will need to have the necessary certifications to convert the IP Office to B5800.

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This lesson will provide a brief overview of the on the multisite networking option within IP Office

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Upon completion of this lesson you will have a basic understanding of the multisite networking option with IP Office.

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As business needs change, chances are there will be a need to open another location or expand to new geographic areas. This can be an overwhelming, even daunting, time. Not only does this involve setting up office furniture, possibly relocating or hiring new staff, but also concerns over how business will be affected when everyone isn‘t together. Most important: service to customers, vendors, and suppliers cannot be negatively impacted. Another site means double the resources - right? Not necessarily.

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With IP Office Multi-Site Option, IP Office systems can be networked together in a variety of ways best suited to the environment using industry standard methods efficiently. Best of all, resources are shared within the IP Office network: one voicemail messaging system, leveraging a single receptionist to answer calls for all sites, saving money, and ensuring a common experience for all callers, to utilizing a single system management interface for all locations.

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For businesses with multiple locations, the Avaya IP Office Multi-Site Option provides a costeffective and easy-to-manage solution for enabling communications across remote sites. The IP Office Multi-Site option helps employees collaborate with ease – whether in a satellite office on the other side of town, across the country or around the world. Employees can streamline communications by being able to ―see‖ via their phone or PC screen which staff members are on the phone or away from their desks. A single receptionist can handle calls for multiple sites. Employees can quickly and easily exchange information via chat to help speed decisionmaking. And with built-in resiliency, one location that experiences a disruption can automatically failover to another location, helping to ensure business continuity.

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The Avaya IP Office Multi-Site Option includes the following features and benefits: All Sites Appear as One When using the Multisite Networking option you can distribute incoming calls across all sites for faster call handling and improved customer satisfaction. It can also reduce costs by having one receptionist handle multiple locations. Multisite Networking also supports a single messaging system, directory, and dial plan across all locations. Built-in Resiliency Multisite Networking provides integrated resiliency and less chance of disruption from an outage. In this deployment design, IP phones seamlessly failover to another site in the event of a disruption so voice communications are always available. Voice messages and configuration data are automatically backed up, making them always accessible in the event of a failure Centralized Management Administrators can easily manage the IP Office network from a centralized location, reducing costs and managing multiple sites quickly and easily Instantly Personalize Any Desk Phone With Multisite Networking, employees can log into their extensions from any IP Office phone on the network and all configurations, permissions and restrictions are applied to that phone as they are on the main office phones, which enhances productivity and accessibility of mobile staff Keep calling costs down within your network Multisite Networking can reduce costs by utilizing the voice network at remote locations for toll bypass. Companies can also use their private network for more cost effective site-to-site communication.

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Business continuity is an important component for any business and IP Office can be integral part of it. Single points of failure are eliminated within a multi-site IP Office network, which can significantly reduce the potential for downtime. This is possible because IP phones, Preferred Edition, and Advanced Edition can register to an IP Office in another location automatically. In this example, Site B experiences an outage. All IP phones, hunt groups, and user licenses are automatically carried over to Site A. Once Site B is restored, the administrator can move the affected users back their primary IP Office

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From a messaging perspective in a multi-site network, messaging can be centralized and distributed. Additionally, the primary messaging server From a messaging perspective in a multisite network, messaging can be centralized and distributed. Additionally, the primary messaging server can have a backup in the event of an outage. In a distributed messaging scenario, users at that location use the local messaging service such as voicemail, queuing, Automated Attendant, and call recording. This minimizes traffic across the Wide Area Network. There is business continuity with messaging backup capability in the event of network or hardware failure. Voicemail is cached locally and recovered later. In addition to resilience, housekeeping enables administrators to schedule regular backups of preferred addition messaging configuration data and messages.

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IP Office offers user productivity solutions that are designed around the type of job an employee has. They include Receptionist, Office Worker, Mobile Worker, Teleworker and the Power user. There are also Customer Service Agent and the Supervisor for those companies with a contact center.

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This lesson will provide an overview of the User Productivity solutions within IP Office

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After you have finished this lesson, you should be able to describe the individual user productivity solutions as well as explain the key capabilities and benefits of each.

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Many businesses want or need a receptionist to answer their incoming calls. This has traditionally been handled by a desk phone with additional button modules. IP Office provides an alternative with the Receptionist User Solution. Receptionists handle dozens, even a hundreds of calls that come into businesses every day and the visual PC interface allows for fast call handling. The Receptionist application interface provides efficient call handling control at the click of a mouse. Operators see everyone‘s call status and manage calls from multiple sites and even transfer calls throughout the network.

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Let‘s review a scenario where a customer is calling to talk to a sales representative. Caller ID shows receptionist who‘s calling before they answer the call so the customer can be addressed by name. The call is then parked and from within the Receptionist application, the receptionist is able check the status of the sales representatives to see if any are able to talk to the customer. If the sales representatives had been on the phone, the receptionist could have sent text messages to find out when they would be available. All of this is done using an intuitive interface and just a few mouse clicks. The Receptionist application can also be minimized to the Windows System tray but it will pop-up on the screen when a call is received

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The Office Worker solution is designed for those who work in the office and use a PC. As an Office Worker, they need tools that will increase their productivity and keep them in contact with co-workers. Including other office workers as well as employees that are remote and mobile. Productivity tools include the ability to manage their telephone and voice messages through a PC interface. The PC interface provides, among other things, status of co-workers, instant messaging for quick response to business situations and ability to manage conference calls. Since Office Workers many times are on their phone, the ability to check for messages via the phone is challenging. Office Worker solution allows them to access their voicemail messages two ways. One way is by accessing their e-mail inbox as voicemail messages appear in their email as a WAV file attachment. The second way is through a browser interface. The Office Worker solution is available with both IP Office Preferred Edition and IP Office Advance Edition.

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The Mobile Worker solution used in conjunction with IP Office Preferred Edition is for employees who frequently work out of the office, but don‘t have the need for a laptop. The IP Office Mobile Worker solution keeps them connected and fully productive no matter where they happen to be. Busy sales and service associates and knowledge workers such as attorneys, accountants, consultants, insurance and real estate agents, just to name a few, who spend most of the time traveling between customer sites will remain easily accessible and connected to the vital information that helps them drive revenue in customer service. Phone calls ring simultaneously on their desk phone and mobile phone or any other type of phone so they‘ll never miss a call. They can perform the key call handling features such as transfer conference, forward, and hold from their mobile device. Mobile Workers can have their e-mail messages read to them over the phone, so critical e-mails can be accessed and acted upon enhancing productivity while away from the office. Hot-desking allows employees to make and receive calls from any IP Office phone as if it were their own. Benefits include increased responsiveness to fellow work associates, suppliers, vendors, and customers, and increased accessibility regardless of where the user is.

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To be productive and accessible Teleworkers, employees who work from home full-time, need the same kinds of communication capabilities their in-office colleagues enjoy. They need to be easily reached. The call handling conveniences that let them quickly make calls, place them on hold, transfer, and conference, among others, and most important connecting them needs to be quick and easy to do and cost effective. The IP Office Teleworker solution includes the presentation of voicemail messages to the user‘s e-mail inbox and providing browser-based access to voicemail messages. The ability to control their phone from the Avaya one-X Portal for IP Office interface. Similar to the Office Worker solution, more information is provided from this graphical interface than is available to users from their physical phone.

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Every small business has its Power Users: executives and key managers whose primary purpose is to share their knowledge and ideas with associates to drive business forward. Power Users‘ frequent interaction with customers is important to business success, and businesses need to be sure their investment in these associates is maximized. The IP Office Power User solution allows small business executives to make the most of their precious time, helping improve efficiency and productivity across the business, and allowing them to be more accessible to customers and colleagues. The result? Loyal customers, highly productive and efficient employees, lower costs to the business, and increased revenue generation. The Power User‘s Unified Communication capabilities enable seamless access in virtually any circumstance. Calls can ring simultaneously at their desk phone and any other phone, including mobile phones, so there‘s fewer missed calls and phone tag. Eliminate calling cost when traveling internationally with just the laptop, headset, and Internet connection. Hear e-mail messages read over the phone while in transit. Get all messages—voice, e-mail, fax—in a single inbox. Work from home with the same communication features available in the office. The IP Office Power User application is the ultimate in communications accessibility for small businesses. Benefits include: Stay connected and in control while mobile: the Power User application allows calls to ring simultaneously at both desk phone and any other phone so they‘ll never miss a call when they‘re out of the office; hear e-mail messages read to them over the phone; get all messages in a single inbox for fast and efficient access to information. Turn any phone into your office phone: work virtually anywhere, anytime, with just a laptop and Internet connection; a home phone becomes your office phone, complete with full call control from the laptop PC interface. Host their own conference calls: enable cost-effective collaboration by utilizing the IP Office‘s built-in 64-party conference bridge; quickly set up conference calls on the fly or schedule them and allow IP Office to notify participants automatically. See, click, and connect: manage all calls – whether you‘re in the office or working remotely – from the Power User‘s convenient and intuitive PC interface; get the same controls and features they‘re used to when in the office, and be accessible to customers and colleagues no matter where they are. Save on calling costs when traveling abroad: with just the laptop, headset, and Internet connection, users will have everything they need to make and reduce or eliminate calling costs while overseas. © 2012 Avaya Inc. All rights reserved.

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At a glance, here are the user productivity solutions in summary. For the Mobile Worker solution, those users have applications that power them to stay connected with colleagues, vendors, and most of all, customers, when they are away from the office. Here we leverage their mobile phone, providing extensive call control plus the ability to have their e-mail messages read to them. For the Office Worker solution, these applications are geared towards increasing their in-office productivity. The IP Office Teleworker solution fully enables those remote workers with the same functionality as though they were in the office, being able to see other colleagues‘ presence and availability for collaboration. The business benefits of having remote workers include savings realized from reduced real estate. The Power User, as just described, encapsulates all functionalities providing these users to work from anywhere at anytime.

© 2012 Avaya Inc. All rights reserved.

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This lesson will provide a brief overview of the Custer Service Agent and Supervisor roles within IP Office

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At the end of this lesson, you will be able to describe the profile of the Customer Service Agent, including key features and benefits that the IP Office solution delivers.

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Every small business has individuals or groups whose primary responsibility is interacting with customers, normally over the phone. IP Office Customer Service Agent solution provides the ability for Agents to respond quickly to current conditions. Agents also receive information such as the number of calls on hold, in progress, lost, number of Agents logged in and logged out, just to name a few, through a browser PC wallboard view. It is often necessary to track and measure agent productivity. The IP Office Customer Service Supervisor solution provides this through an intuitive browser interface on a single screen, with real-time statistics by group and agent, alarm notification, and report generation.

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Here is a closer look at the Customer Service Agent PC wallboard. As mentioned, the Agent View is browser-based. The view that the Agent sees is based upon the group they belong to and how the Supervisor of that group has set up their view. In short, the Agent View mirrors that of the Supervisor View for that group. You can see that there are up to three views. Status of any changes occur in near-real-time.

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As mentioned, Supervisor Views are created via Drag-and-Drop functionality. The Supervisor selects from a list of queues as programmed in the IP Office, and selects the desired statistics. A changing color indicates a change in state: White for normal indication, Yellow for caution, Red for alarm, and Blue for acknowledged. Supervisors can create wallboards displaying key statistics in a group area, such as on an LCD television screen. The wallboard has the ability to display all statistics within CCR plus a scrolling message board and a standing or ‗leaders‘ board. Wallboards can be customized with company log and colors.

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162

This module focuses on IP Office Manager

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At the end of this lesson, you will be able to describe the features and functionalities of Manager, the tool used to administer and program the IP Office system, and System Status Application, which provides diagnostics of the IP Office system.

© 2012 Avaya Inc. All rights reserved.

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Manager is the IP Office system‘s main configuration tool, using a Windows graphical user interface. Manager provides an intuitive interface for installation, configuration, and subsequent moves, adds and changes. As with all IP Office applications, Manager is multi-lingual, and, coupled with the ability to use the application both locally and remotely; it is possible for an administrator to manage any of their IP Office systems from any country using their local language preference. Access to each IP Office is protected by passwords and definable user rights as described in Security Settings. This allows Manager to operate according to the individual administrator‘s level of expertise.

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IP Office Manager – Modes and Setting Configuration Settings

The IP Office Manager operates on a local copy of the IP Office configuration file. Configurations are prepared and reviewed ―offline‖ and then committed to IP Office. This ensures that a backup copy of the system configuration is always available for disaster recovery. Security Settings In security mode, Manager is used to edit the security settings of the IP Office system. Those settings are used to control user access to the configuration settings of the IP Office. User access passwords are also maintained using the security settings. Audit Trail IP Office has a built-in audit trail that tracks changes to the system configuration, and who has made them. Manager can display the audit trail to assist with problem resolution. The audit trail records the last 15 changes in the configuration and tracks the following elements: System Upgrades The Upgrade Wizard is a component of Manager used to upgrade the firmware run by the control unit and expansion modules within an IP Office system. Upgrades can also be performed remotely if the system can be accessed over IP.

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When IP Office systems are networked in a Multi-Site Network, a single instance of Manager is launched and the entire IP Office network is shown. Administrators will see an aggregate view of all users, all hunt groups, user rights, and time profile settings. Remember that an IP Office Multi-Site Network has a capacity of 1000 users spread across 32 sites.

© 2012 Avaya Inc. All rights reserved.

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SSA provides information on the following: Alarms: SSA displays all alarms which are recorded within IP Office for each device in error. The number, date, and time of the occurrence is recorded. The last 50 alarms are stored within IP Office to avoid need for a local PC. Call Details: Information on incoming and outgoing calls, including call length, Caller ID, and routing information. Extensions: System Status Application details all extensions, including device type and port location, on the IP Office system. Information on the current status of the device is also displayed. Trunks: IP Office trunks and connections—Voice-over IP, analog, and digital—and their current status are displayed. For Voice-over IP trunks, QoS information is also displayed – round trip delay, jitter and packet loss. System Resources: IP Office includes central resources that are utilized to perform various functions. Diagnosing these resources is often critical to the successful operation of the system. This includes details on resources for Voice Compression Modules, voicemail and conferencing.

© 2012 Avaya Inc. All rights reserved.

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This module covers client qualification, identifying and solving customer needs, and highlighted case studies.

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This lesson will provide a brief overview on how to identify and help to solve a customer‘s business issues

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At the end of this lesson, you will be able to identify important customer business issues how to solve them with IP Office, as well as understanding sales opportunities based on those problems.

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Small businesses have specific pain points and needs different from larger businesses. Within small businesses, employees wear many hats, and therefore very seldom is there a dedicated IT staff employee who is solely responsible for data needs and infrastructure. Small business has competition not only from other small businesses that offer similar product or service, but also from larger corporations. Studies have shown that small businesses are often concerned with simply making payroll and paying expenses. As a result, finding a quick return on investment is often challenging.

Small businesses also find it difficult to find a single source vendor who is also affordable. Because small businesses do not have dedicated in-house expertise, finding a reliable source of information is problematic. Small businesses oftentimes don‘t have the ability to connect remote locations together—think about an office with a remote warehouse—and accessing and tracking mobile employees is troublesome. Based on these needs, small businesses need solutions that are easy for them to use and maintain. The solution must be easy for them to purchase and increase how they do business by positively impacting operational efficiencies and improving service to their customers.

© 2012 Avaya Inc. All rights reserved.

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There are unique small business behaviors. Once you understand these behaviors, it will be easier to understand their concerns. To begin, the primary decision-maker in a small business is usually either the business-owner or the Office Manager. There are specific trigger events that spark a small business to look for a new telephone solution. The most common trigger events include moving to a new location or expanding an existing location, fixing their broken telephone system, starting a new business, and investing in tools that will improve how they do business, to enable their staff to be more efficient. Small businesses look to others, family, friends, and neighbors, for recommendations, for referrals. Small businesses also rely on common communities of interest, consult trusted advisors, experts on that particular field, such as yourself, search the Internet, and rely on journals and press for information. Small businesses‘ key or primary business cares are basic dial tone and the ability to improve efficiency and processes, since, as mentioned earlier, in small businesses staff have many roles and responsibilities. Improving customer service is also a key business care.

© 2012 Avaya Inc. All rights reserved.

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At a high level, Unified Communications is about allowing communications to happen where and when businesses want it to happen, using the device that‘s most appropriate at that time and in that place. Employees may be walking through an airport, in a taxi, or may be working at home because of severe weather or some minor emergency at home that makes it difficult or impossible to reach the office. They could be at a client‘s site. They could be in the office. Unified communications allows businesses to use the device – their mobile phone, their home phone, office phone, or e-mail – to communicate with colleagues and customers. And it‘s all with the express purpose of allowing staff – all employees – to be as productive as possible, to keep costs in check, and to make sure that they are serving their clients to the best of their ability. That‘s the reason for unified communications. Staff needs to stay in touch, be responsive and accessible no matter where they happen to be. That‘s the differentiating factor. Unified Communications is the solution that helps you do just that. Now, let‘s take a look at the specific Unified Communications for Small Business solution. This is what‘s relevant for businesses.

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First, Unified Communications helps deliver real-time responsiveness. When sales or service people are out on the road, are they difficult to reach? They don‘t have to be! Businesses can give customers a single number, their salesperson‘s office number, for example, and when they call that number, the salesperson gets the call no matter where they are.

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Second, the solution helps enable non-stop productivity in the event of things like snowstorms or other occasional reasons employees can‘t get into the office. They might have a child who is sick and needs to stay home. They themselves might be feeling a bit under the weather but well enough to work. Better that they stay home rather than coming into the office and getting others sick.

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And finally, the Unified Communication for Small Business Solution enables businesses to hire full-time Teleworkers and give them the same exact communications experience as Office Workers. Full-time Teleworkers will have an Avaya phone at their home office desks, and they‘ll make it receive calls with other colleagues, vendors, suppliers, and customers.

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This lesson will provide real examples of IP Office solving customer needs

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At the end of this lesson you will be able to understand how selling a solution helped to solve business needs.

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The company we are referring to is one of the world‘s leading booking agencies, home to 50 agents with a combined roster of over 1,000 artists. They are representing a wide variety of genres including rock, metal, reggae, folk, R&B, hip-hop, classical, and children‘s entertainment and have Literary, Speakers, and Events departments operating out of the Los Angeles office. This Agency has been awarded ―International Booking Agency of the Year‖ at the Pollstar Concert Industry Awards eight times and in 2007 and 2009, CEO Neil Warnock was voted ―UK Booking Agent of the Year‖.

© 2012 Avaya Inc. All rights reserved.

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This company is a multi-purpose facility that consists of interconnected buildings covering approximately one million square feet of interior space. In addition to its extensive sports facilities, the center has an auditorium for concerts, Broadway plays, operas, dance recitals, high school graduations, and other activities. There is also a movie theater complex and convention/trade show facilities. Outdoor facilities include a tour boat dock and a floating museum. Challenge In the competitive convention and entertainment industry, the company needed to: Differentiate their facilities through exemplary customer service Find a communication solution that offered flexibility, scalability, cost-efficiencies, enhanced productivity, and rich mobility options The huge volume of calls received by the company was a growing concern, since all calls went through a central reception area, including those for sports and entertainment events, as well as for the movie theaters and the floating museum. Given the large expanse of the Center, managers at the company also needed a way to be highly mobile yet accessible at the same time. The company wanted one overarching solution that could supply service quickly and costefficiently for all events and services at the Center. Avaya IP Office has provided a flexible, reliable, robust, and feature-rich solution that fully meets the telecommunications needs of the complex campus environment.

© 2012 Avaya Inc. All rights reserved.

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This module covers the value IP Office brings to customers as well as the return on investment potential and value-added services.

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This lesson provide examples of the value IP Office brings to customers.

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At the end of this lesson you will be able to explain and communicate to the key stakeholders the value which IP Office brings to their company.

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IP Office can create a flexible workforce through role-based solutions that are designed to maximize user productivity, whether in the office, on the road or at home. This is accomplished via a scalable solution that enables growth to 1,000 users in a single site and can be converted into a survivable gateway off of an Avaya Aura core with a software change.

IP Office will deliver results now and for your future with a consistent track record of bridging past technology to future capabilities through the use of a flexible and adaptable architecture that protects investments and lowers the overall TCO.

© 2012 Avaya Inc. All rights reserved.

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At a high level, there are four areas that most small businesses are concerned with: Keeping productivity high is critical to being successful in today‘s marketplace. Small businesses are likely to be competing with many other small businesses and even larger competitors, so enabling staff to be as productive as possible is important. Expenses are something that every small business pays a lot of attention to, and finding ways to reduce or even eliminate expenses altogether is often music to the ears of most small business owners. Related to productivity is responsiveness – businesses may have employees who travel or are out of the office often on a regular basis. Are they inaccessible when they are out of the office? What does their travel do to customer service? Is the decision-making and the speed with which they do business slowed? And finally, recruiting and retaining the right people – with the emphasis on the ―right‖ people – is always a challenge for small businesses. Are businesses offering up the right kinds of compensation and work environment to keep the best people and attract the most qualified talent?

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Losses in productivity come in many forms. One form that you may not be familiar with is something called ―presenteeism‖. It is not a widely known concept, but it is gaining a lot of attention. Presenteeism speaks to the loss in productivity when employees feel obligated to come into the office even when they are stressed or ill. They‘re not as productive as they could be, and when they are sick, they could even get others sick in the office, further reducing productivity. Some studies put the cost per year per employee to be $2000. Other events like snowstorms, heavy rains, and flooding can prevent people from getting into the office. They could still work, but they will not be as productive when they are working out of the office even if they could work at all. Finally, offering a solution that could help employees manage their work/life balance they want also can increase productivity. Less stress means more productivity. These are all realities for small business owners.

© 2012 Avaya Inc. All rights reserved.

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Experiencing losses in productivity can come in many forms. As previously mentioned, one that small business owners don‘t often think about is when employees come into the office when they are sick or stressed and aren‘t fully focused on working. They actually can result in productivity losses that are seven and a half times more costly than if the employee had simply stayed at home. Consider when someone comes into the office with a cold or flu and gets others in the office sick. In a huge enterprise the effect is not often readily apparent. But in a small business, say with 25 employees, if five of them get ill, that‘s 20 percent of their workforce. Offering employees an effective and efficient way to work from home when it is best that they can do, can really reduce some of the productivity losses that result from these kinds of issues – such as family issues, personal needs, and stress.

© 2012 Avaya Inc. All rights reserved.

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Businesses need to prepare for any fluctuation in the economy . Managing costs, cutting expenses, is something that virtually all small businesses need to be strict with. Any business may need to streamline how they conduct business. They may need to look at technologies or expenditures that have a strong financial impact on business to save money. That‘s really the key here. When businesses are evaluating solutions or technologies for purchase, they should be able to demonstrate a strong return on investment. What costs does it save? Where does it impact productivity? How can it help get more out of the people that they have, or make it easier for them to hire new, highly qualified people? Financing options should strongly be considered.

© 2012 Avaya Inc. All rights reserved.

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As mentioned earlier in this course, small businesses compete against not only other small businesses, but likely larger competitors. With that in mind, customer service – the ability to respond to needs quickly and with quality – is something that can differentiate them from their competition. Small businesses need to hold on to that ability. If they cannot react quickly, if they cannot quickly adapt to market conditions or to what customers are asking for, then they would have lost a strong differentiator – personalized, efficient, quality service. Customers probably have a number of different choices they can make for the services or products they need. They want to do business with a vendor who treats them as a special client. If businesses are delayed in providing responses, if they don‘t react quickly to their requests, then it can mean lost business.

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Finally, the ability to not only recruit the right people but to retain them, to keep the competition from getting their very best people, is one of the more difficult things to do for a small business owner. It‘s a constant struggle to find the right people. But many businesses look only in their immediate geographic area for the right people. Customers can move beyond their immediate area to find the right people who can work remotely with the same level of control provided to Office Workers. These four business challenges—keeping productivity high, cutting expenses and showing responsiveness, and recruiting and retaining talented stuff—can all be addressed with the Avaya Unified Communications for Small Business solution.

© 2012 Avaya Inc. All rights reserved.

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It is important to understand your customer‘s pain points and how IP Office can address them. It is also important to understand who you are talking to and what role they play in the company. For example, a CxO will most likely be more concerned about solving strategic, bigger picture problems. The CxO may have a business need to have employees accessible from anywhere, but the existing communications infrastructure doesn't support it. By deploying IP Office, the customer can connect to mobile workers as if they were in the office through any device in any place with any type of collaboration. The CxO is probably interested in the Total Cost of Ownership, and not just the purchase price. The CxO will understand that a lower TCO can make a difference on the company‘s bottom line. In this case, talk about the savings that come with value-add capabilities if IP Office including integrated conferencing and native SIP trunking. Another example of CxO pain point may be that they are running out of office space but are still growing. IP Office can help them reduce costs by enabling work from home solutions that are identical to those in the office. In this case, IP Office reduces desk space, which means avoiding a costly office expansion, and it provides more collaboration flexibility at the same time.

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An IT manager may be more concerned with budgets, downtime, and roadmaps Take for example an scenario where a customer has an existing Avaya or Nortel system like PARTNER®, BCM, Norstar, or Integral system that is ready for replacement. Deploying IP Office can deliver savings of up to 60% by reusing existing phones. In addition, there are fewer training requirements because the user is experience is the same for the most part. Both of which make the system less expensive and easier to deploy.

Another scenario is a multisite company that needs requires maximum uptime from their communication system, but has budget constraints. In this case, IP Office doesn‘t need expensive N+1 hardware redundancy to provide the maximum uptime. With no moving parts, IP Office is incredibly reliable as a standalone system, but can be made more resilient with Multisite Networking, where the phones at one location can automatically fail over to the IP Office at another location, without administrative intervention. Finally, let‘s say you are working with an IT Manager that some day wants to deploy an Avaya Aura core and wants to make sure any purchase today is aligned with that direction. Fortunately, IP Office can connect to Avaya Aura as a distributed deployment, or it can be converted to a survivable remote gateway while protecting the initial investment.

© 2012 Avaya Inc. All rights reserved.

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When talking to a business owner the conversation will likely be different than that of the CxO or IT Manager. The small business owner is essentially paying for the system by themselves and they want to be sure they get the most out of their investment. Let‘s take an example of a small business looking to buy a new phone system. There are numerous systems, including IP Office, than can provide basic dial tone, but you need to demonstrate what the customer will get for their money? Do they want an auto-attendant to help serve their customers better? Do they need conferencing? Are they going to use SIP trunking? It is important to show how IP Office includes these and other capabilities as part of the system and can actually help them to save money over time by using them. The business may be growing, or they may be planning major growth in the future. The business owner will be concerned with how a communications system will grow with them. Will the system require stacking boxes upon boxes to the point where it gets cumbersome? Will they have to buy more than they need now in order to avoid expensive upgrades in the future? With IP Office, the answer to both of those questions is no. IP Office is a single platform that can scale up to 1,000 users without stacking boxes or buying more than you need. It easily grows with the customer. Just because a business is small doesn‘t mean they have small communication needs. A small business owner may want advanced UC capabilities or work from anywhere capabilities, but they don‘t have an IT person and can‘t justify adding one. With IP Office, a small business can easily deploy these capabilities without the need of an IT person. Simple and integrated UC capabilities can be enabled with mouse clicks and easily customized by the end user.

© 2012 Avaya Inc. All rights reserved.

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Let‘s now discuss some of the selling strategy you can use when meeting with prospects. This is not a complete list, but certainly a starting point that opens a door to additional dialog. This provides the foundation for conversation between you and the prospect. This provides you the ability to learn more about their business, their plans for the future while uncovering their pain points plus so much more. It is through this discovery process that you will be able to recommend the solution based on specific issues the prospect brought to your attention. Prior to meeting with the customer, do your research by simply visiting their website and viewing their advertisements will give you valuable information on their business, how they operate, their history, and possibly insight into their philosophy. If unable to do research prior to your appointment, it‘s always a good practice to arrive at least 15 minutes early and take a few moments to observe their business in action and how employees work together. It is important to understand the size of their business today and any plans they may have for growth. Do they have more than one location? If you did your research prior to the meeting and know that there is more than one location, ask about those sites too. It is important for you to have this knowledge to properly propose a complete solution. Also ask about individuals that work from home, or individuals that reimburse phone bills. This information is valuable and will assist you in determining the return on investment your solution will bring.

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To better understand the profile of their employees, probe what are the technologies they are using, how many associates in their organization use laptops, what is their role, how many associates are mobile, how many people work from home, do they hire people on a seasonal basis, do these people work onsite or from their home, how many locations do they have.

© 2012 Avaya Inc. All rights reserved.

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After you‗ve completed this lesson, you should now be able to explain to the key stakeholders which value the IP Office brings to their company and communicate to the key stakeholders the value the components bring to their company.

© 2012 Avaya Inc. All rights reserved.

201

This lesson focuses on ROI and Services opportunities

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At the end of this lesson you will be able to demonstrate the ROI IP Office can provide your customer and communicate the benefits of services opportunities.

© 2012 Avaya Inc. All rights reserved.

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The IP Office ROI Calculator is available to help you and the prospect realize the positive impact the IP Office solution can have on their business. Inputs entered into the tool, appropriate results will be output. The tool‘s easy to use and takes about five minutes to complete. The tool is located on the external Avaya site, the Small Business page. Prospects may come across this tool on their own, so it is important that you are familiar with the tool. Additionally, based upon data you gather when speaking with customers, you can complete the tool yourself and include in your recommendation, as there is the ability to both print the result and make a PDF.

Keep in mind that the IP Office ROI Calculator is illustrative and is not a tool to design the solution. On the Sales Portal, there is the Avaya IP Office Return on Investment Landing page. Here you will find the IP Office ROI Frequently Asked Questions document. They will assist you in understanding the workings of the tool.

© 2012 Avaya Inc. All rights reserved.

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The Base IP Office Support Services Offer is simple, yet flexible. The base offers includes: 8x5 ,Monday through Friday Remote Technical support and Upgrades and it includes any-time to our support site and tools, which includes access to patches ,updates and Upgrades. We have enhanced our security to allow Secure Remote Access through an SSL/VPN enabling partners the ability to perform upgrades, updates and Moves, Adds and Changes for the customer in a quick and secure manner. IP Office Support Services is available in a 1, 3 or 5 year prepaid terms, which allows for increased flexibility To suit customer and partner needs there are various Parts coverage options including next business day and onsite within 4 hour. There is also onsite parts installation in the US for the Wholesale model

© 2012 Avaya Inc. All rights reserved.

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The IP Office SSL-VPN solution offers secure remote accessibility to the IP Office devices at the customer site. The IP Office can even be pre-configured with SSL-VPN configuration before installing on the customer‘s site to make implementations even easier. Partners have the option of allowing Avaya to host the server side connection to the IP Office or they can choose to host the server side themselves. In either case, the customer will receive better and faster service and the partner will have lower expenses associated with servicing their customers. Please note that the partner will need to ensure that a broadband connection is available at the customer site to take advantage of the secure remote access.

© 2012 Avaya Inc. All rights reserved.

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Configuring and quoting maintenance is easy with IP Office Support Services. Just answer a few simple questions and then place a single material code on the proposal. In fact it is so easy that there is no configuration or formal calculator required to order it.

© 2012 Avaya Inc. All rights reserved.

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Avaya‘s goal is to provide our Partners the opportunity to receive Quality support that provides: Flexibility – in a go-to-market strategy, parts options to fulfill a customers needs; as well as an option to reduce the need to have stock, materials logistics and shipping functions. And the ability to leverage Avaya‘s Onsite Technician for onsite dispatch needs when you don‘t have the resources for a geographic area or the man power or skill to accommodate the demand. Predictable Costs – Single price per Node or server, makes it easy to quote and order, Investment protection with access to Major SW upgrades. Reduced Cash outlay if you no longer need to stock parts for your customers systems. Attractive margins – by increasing speed with the new secure remote access when performing upgrades, updates and remote Moves, Adds and Changes. Gain additional installation revenues by upgrading your customers when a new release of IPO is introduced. Reduced costs associated with quoting, ordering and renewing support contracts.

© 2012 Avaya Inc. All rights reserved.

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This module covers additional resources and provides a course summary

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209

After you complete this lesson, you will be able to locate use documents and helpful Web links for further information on the topic.

© 2012 Avaya Inc. All rights reserved.

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Starting in June 2012, Avaya is rolling out a new Sales and Partner Portal. This redesigned, intuitive portal – based on Salesforce.com technology, offers a range of new features designed to give you faster access to information you need. Some key new capabilities are: Improved Search functionality with selectable filters helps you locate information faster Category Filter lets you select only the content you wish to see on the portal Improved News and Leader Communications sections increase your awareness of critical changes Document Preview allows you to see a document before you download it Recent Updates gives you a list of new or revised documents and pages that have changed in the last two weeks It contains all of the content including fact sheets, brochures, positioning documents, competitive positioning, presentations, training details, and much more. Visit www.avaya.com/salesportal or www.avaya.com/partnerportal to check it out

© 2012 Avaya Inc. All rights reserved.

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The Avaya Sales Portal is the primary location for information. Once on the Sales Portal, be sure to change your view to the SME Sales View. In doing so, all non-relevant small and medium enterprise information is removed. You can change your view at any time by selecting ‗Change View‘ or by selecting ‗My Settings‘ and making it your default view. The Sales Portal has main areas. In the headline area, there are sales news items and events and forums. This information is updated frequently. In the main area, there are four sections: Understand the Marketplace, Evaluate the Solutions, Prepare the Customer Proposal, Manage my Avaya Relationship. We will review each of these sections in further detail. Please note that this site will be phased out during 2012 and information will be migrated to the new portal that is based on the Salesforce.com platform.

© 2012 Avaya Inc. All rights reserved.

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Here‘s a snapshot of some of the IP Office solution competitors from a global perspective: Alcatel-Lucent, Cisco, Mitel, Siemens, and ShoreTel. Visit the IP Office Competitive Intelligence page on the Sales Portal with the latest and most upto-date information on how to compete and win against these and others.

© 2012 Avaya Inc. All rights reserved.

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There are a variety of resources available to you on the Sales Portal and support.avaya.com. Links below guide you to the Sales Portal, where you can find information on IP Office Demonstrations, competitive intelligence, vertical information, and much more. The IP Office ROI page will help to calculate to savings associated with using IP Office. Be sure to visit the Avaya Developer Connection Program site to learn about additional solutions available for the IP Office.

© 2012 Avaya Inc. All rights reserved.

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There is a nice smart phone app to stay current with Avaya's solutions - and it‘s free! Now you can stay up-to-date while on the road. The Avaya SalesPro Business Apps can be downloaded from the Android Market or Apple App Store. Just log in with the same sign-on you use for the Avaya partner portal. Avaya SalesPro has been exclusively developed to assist Avaya Associates and Business Partners with the complete Avaya product range and enable them to position solutions more confidently.

© 2012 Avaya Inc. All rights reserved.

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We have now reached the end of this course. You should now be able to - Describe the purpose and features of IP Office and its components - Discuss the market landscape for IP Office - Discover the customer‘s business issues and problems - Address the client‘s issues with the IP Office and services - Explain the value of the IP Office and service offerings to the customer - Overcome the client‘s objections to the IP Office

© 2012 Avaya Inc. All rights reserved.

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© 2012 Avaya Inc. All rights reserved.

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