Lake Communications sells the Avaya IP Office 500 platform.  This is a hybrid IP system with all the IP features available with the ability to utilize the existing copper network with digital phones or even use older Nortel phones.  The IP Office can expand to 384 ports on the main unit and can be linked to other unites to expand infinitely.  Avaya makes many kinds of IP and digital phones to suit the needs of your business.  You can use analog, PRI, or CIP trunks for the system.  The voicemail can expand from 2 ports to 32 and beyond.  Simultaneous ringing between cell phone and digital phones called twinning, Call recording, Conference Bridging, and unified messaging are a few features that the Avaya system has.  Below is a list of some advanced software features available.

Software:

PREFERRED (VOICE MAIL PRO)

• Provides the initial 4 ports
• Includes all the features of Essential Edition including

o       Voicemail to Email Built in with Sync to Blackberry

o       4 Modes- Day, Night, Lunch, Break

o       Dial by Name Directory

o       Multi-level automated attendant and sub menus

• Up to 128 Party Conference Bridge with PIN Number Access
• Ability to Record Call All Calls Inbound and Outbound to Central Database
• Ability to Centralize Voicemail
• Text to Speech (TTS)- System will read your emails to you, and you may respond by simply speaking
• Call Queueing Announcements with Estimated Call Waiting Time
• Campaign Manager- Gathers Information from Inbound Calls such as Spoken Answers
• If additional voicemail ports are required, licenses can be purchased at time of initial purchase or later.  Up to 40 Port of Voicemail may be Licensed

ADVANCED EDITION (VOICE MAIL PRO)

• Record all Calls Inbound and Outbound to a Dedicated Storage Facility that can be Searched and Replayed via Avaya Contact Store Software
• Ability to integrate with 3rd Party IVR Software so that customers can speak answers to the Auto Attendant and Route their call to an Appropriate Party.  Customers can also complete Survey Information, Check Status of Orders, etc.
• ACD Groups with ACD Reporting via Customer Call Reporter

• Supports up to 150 Agents, 30 Supervisors, 1 Administrator
• Calls can be tracked Cradle to Grave
• Run Manual or Scheduled Call Reports
• Real Time Monitoring

MOBILE WORKER

• Delivers one number access to mobile phones with call control as if they are in the office
• Ability to Twin your desk phone and cell phone to simultaneously ring cell phone with caller ID information passed to mobile phone
• Additionally place a call on hold, transfer to another extension, set up conference calls and listen to voicemail messages
• Make calls from your mobile phone showing the caller ID of the IPO phone system, rather than your cell phone number
• When used with Preferred Edition you may record your conversations and use Text to Speech
• Includes Onex Portal Application on smart phones for quick access to features.  Compatible phones include Symbian Single Mode Version 4.0, Windows Mobile Version 5.0 & 6.0

OFFICE WORKER

• For employees who are primarily office based who would like call control from their PC
• Set presence and see presence of other users and send Instant Messages
• Includes Onex Portal license for easier access to features including click to dial, transfer, hold, and access to hundreds of speed dial numbers
• Conference Call Control- add, drop, record conference, mute and un-mute
• Includes access to Door Phone/ Opener control
• Separate Call History Logs for- All Calls, Incoming, Outgoing, Missed, and calls to voicemail
• Access to IP Office Directory as well as a Personal Directory of speed dials
• Inbox on PC for access to voicemail to email and voicemail call control

TELEWORKER

• For employees who work from home full time
• Set presence and see presence of other users and send Instant Messages
• Includes Video Softphone license, and call control phone from desktop
• Calls can automatically transfer to a PSTN line if the internet goes down
• Includes Onex Portal license for easier access to features and call control from PC, while being used with softphone or IP hardphone
• PC call control features include click to dial, transfer, hold, and access to hundreds of speed dial numbers
• Conference Call Control- add, drop, record conference, mute and un-mute
• Includes access to Door Phone/ Opener control
• Separate Call History Logs for- All Calls, Incoming, Outgoing, Missed, and calls to voicemail
• Access to IP Office Directory as well as a Personal Directory of speed dials
• Inbox on PC for access to voicemail to email and voicemail call control

POWER USER

• The Power User license enables a user to use One-X Portal for IP Office and Includes all of the Features of Mobile Worker, TeleWorker, and Office Worker

RECEPTIONIST

• For a busy Receptionist for needs access to high levels of call control through her PC, while still using a hard phone to answer calls
• Up to 4 SoftConsoles can be licensed on a single IP Office system

• Through the Receptionist Onex Portal, she can control phone through computer by dragging and dropping to transfer a call, see who is on the phone with Presence settings, see how long a caller has been on hold, and see which users have a voicemail message waiting
• She can also deliver more information to users by transferring calls with message delivered on display of the user’s phone (i.e., angry customer, customer with order, priority caller, etc.)
• She can also see information on call queues such as how long a caller has been on hold in a queue and she can pull a caller from the queue
• Up to 8 queue groups can be configured and labelled for a specific hunt group
• Display a script on her screen that she can read to answer the phone for different types of callers
• ideal solution for a centralized receptionist who needs to see the status of callers at other sites with up to 10 tabs with 100 icons on each page for user status = 1000 users

CUSTOMER SERVICE AGENT

• Designed for ACD Group Agents
• Gives the agent the ability to see his/her own performance daily with real time reports

PHONE MANGER PRO

• IP Office Phone Manager is a legacy Windows PC application that allows IP Office users to control their telephone through their PC.
• An optional IP Softphone is also available with additional licensing.
• In Release 6, it is recommended to use one-X Portal for IP Office and the new IP Office Softphone (using Teleworker or Power User licenses) instead of Phone Manager Pro.

R6 AVAYA IP ENDPOINT

• Avaya IP Endpoint License – required for all Avaya endpoints such as 1600, 5600, 9600 and DECT 3720/25.
• Up to 5 Avaya IP Phones can be used, up to 384 IP Phones may be added with additional licenses
• Requires VCM Channels which are provided by the Combo Card Included

VOICE NETWORKING

• Enables 4 channels Basic Multi-Site Networking, Qsig, H323, Hot-Desking across Multi-Site Network, distributed Hunt Groups across Multi-Site Network, Breakout Dialing
• Requires VCM Channels which are provided by the Combo Card Included

SIP TRUNK

• Enables the ability to use 5 SIP trunks
• SIP Trunks must be provided by a Carrier

IPSEC VPN LIC:DS

• Enables IPSEC (VPN Tunnel)

AVAYA TEXT TO SPEECH (TTS)

• Enables 1 TTS port
• Ability to have your emails read to you through your voicemail system
• Ability to reply to these emails by simply speaking an answer, the system will email your response

NETWORKED MESSAGING LIC:DS

• Enables Network Messaging

ACM CENTRAL VM LIC:DS

• Enables the use of a centralized Intuity Audix or Modular Messaging system for the IP Office voicemail server

CTI  LIC:DS

• The IP Office TAPI software can be run in two modes; 1st party or 3rd party.
• 1st Party mode does not require a license and allows individual users to control their phone using a TAPI compliant application on their PC.
• 3rd Party mode requires licenses and allows a TAPI application to control calls for any users on the IP Office.