IP Office Advanced Edition

Superior Customer Service and Intelligence

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

Building on the IP Office Preferred Edition (required pre-requisite),

Advanced Edition helps businesses take customer service to a
higher level.

Capabilities responders are calling from (among

other data) that can help streamline
• View agent status – Customer service costs and boost campaign- generated
reps and supervisors can get real-time revenue.
information on call queues, hold times,
agent status and more, to help ensure • Selectively retrieve recorded calls – Call
customers are always being served recording can positively impact
quickly, efficiently and professionally. customer service and revenue and it also
enables more meaningful training
• Assess agent productivity – Customer sessions. Calls can be easily and securely
service supervisors can gather current retrieved from any PC by searching on
and historic data and generate reports to any number of fields such as date, time
gauge the productivity and performance and extension number, and archived to a
of agents. The intuitive browser-based storage device such as DVD.
interface offers drag-and-drop
simplicity, making it easy to configure, • Automate popular inquiries – Free up
generate and deliver customized reports valuable time for customer service reps
that can be acted upon quickly. by providing customers with easy-to-use
caller menus for fast and efficient
• Call Quality Assurance – Customer responses to commonly-asked
service supervisors can listen in and questions. Callers can respond with
monitor an agent’s performance on touch-tone or voice response (or both).
inbound or outbound calls. Supervisors Create customized surveys. Retrieve
can provide coaching directly to the information the same way voicemail
agent during a live call without the messages are replayed.
customer hearing to ensure quality
standards are being met and increasing • Create self service menus – Improve
customer satisfaction. responsiveness to customers and
continue generating revenue even
• Manage campaign performance – outside of normal business hours.
Growing businesses can get real-time Customized, automated self-help menus
insights into how marketing campaigns allow customers to place or change
are performing so resources can be orders, check status of shipments, and
adjusted if necessary to maximize on the more.
investment. Capture information such as
telephone number and area where

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Benefits
• Measure and track customer service – Real time and historical call statistics gives your business insight into how well you are
serving your customers
• Quicker response to service issues – Simple to use management tools enable you to react to and change routing rules,
agent assignments or service capacity on demand
• Manage resources efficiently with automated 24/7 service – Self-help options can drive revenue in off-hours (access
information, get directions, check order status and more) and free up agents for more critical, customer-facing tasks
• Discover new opportunities – Leverage your customer recordings for first-hand information on what your customers want.
Confidently create new offers or enhance existing ones to boost your revenue stream and expand market presence
• Address individual agent needs – Quality checks (through call recordings) can reveal both positive and negative agent
performance. This will enable you to correct or reward accordingly
• Conflict resolution – Replay customer conversations to help resolve customer issues with the facts. Agents can request a
supervisor or expert to join a call and provide guidance without the customer hearing.

Specifications
System All system requirements as in IP Office Preferred Edition plus:
Viewing agent productivity, monitoring, and report generation:
Requirements
• The following Server Operating system Microsoft Windows Server 2003 (32-bit), Small Business Server 2003
(32-bit and 64-bit), Microsoft Windows Server 2008 (32-bit and 64-bit), Windows Server 2008 R2
Storage facility for call recording:
• Ethernet-attached PC running Windows Server 2003 (32-bit), Small Business Server 2003 (32-bit and 64-bit), or
Windows Server 2008 (32-bit)
• A minimum of 20GB disk space is recommended to allow for at least 10GB of recordings (1000+ hours of audio).
Self Service Menus:
• Interaction with 3rd party standards based ADO interface (ActiveX Data Objects) databases
• Interaction with Visual Basic Scripting
For complete and latest PC and Server specifications, refer to latest Avaya IP Office Technical Bulletin and Technical Tip
documents.

User • Any IP Office telephone Access to storage facility for call recording:
Viewing agent productivity, monitoring, and report • Microsoft Internet Explorer, version 7.0 and above
Requirements generation: • Mozilla Firefox, version 3.0 and above
• Microsoft Internet Explorer, version 8.0 and above • Apple Safari, version 3.2 and above
• Mozilla Firefox, version 3.5 and above • Windows Safari, version 4.0 and above
• Apple Safari, version 3.2 and above
• Windows Safari, version 3.2 and above

Capacity • Up to 150 Agents and/or 30 Supervisors

Feature All features included in IP Office Preferred Edition plus: • Coaching/silent intrusion/whisper page allow supervisors
Viewing agent productivity, monitoring, and report to coach agents during a live call without the customer
Detail generation: hearing
• Browser Based, Drag & Drop application • Customize over 100 reports using common fields (Name,
• View statistics: Agent States, Agent ACW, Agents Available, Subject, Call Type, Reporting Period, etc) and through use of
Agents Logged On, gents Present, Agents Ringing, wildcards
Answered Calls, Answered External (non-queue), Answered • Report format (Adobe, Microsoft® Report Builder, Microsoft
Internal (non-queue and queue), Average Answer %, Word, Microsoft Excel, Rich Text, or Crystal)
Average Answer Time, Average Wait Time, Busy Not • Email report in format of recipients choice
Available, Calls Waiting, Current Wait Time, Grade of Service, Storage facility for call recording:
Longest Wait Time, Lost Calls, New Messages, No Answer, • Search and replay application
Outbound Calls (external), Overflowed Answered,
• Secure log in
Overflowed Calls, Overflowed Calls Waiting, Overflowed
Lost, Queue State, Queue State Time, Routed to Other, • Locate recording through filters: Date, Parties, Length of
Routed to Voicemail, Transferred Call, and Target Number
• Display statistics, show top agent ‘leader’, provide • Replay controls: Start, Stop, Pause, Skip Forward, Skip
motivational messages to agents on external optional LCD Backward, and export recording to readily playable wav file
• Customize LCD with company logo and colors • Archive recordings to DVD
• Alarm setting and notification (color change) by agent and Self service menus:
group: White for Normal state, Yellow for Caution, Red for • Database actions: Database Open, Database Execute,
Alarm, Blue for Alarm Acknowledge Database Get Data, Database Close
• Historical Call Reporting using templates: Agent Summary • Interaction with database accomplished through Structured
Report, Call Details Report, Call Summary Report, Trace Query Language scripts (SQL)
Reports, Alarm Reports, Voicemail Reports • SQL Query Builder Wizard

About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers,
data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

© 2011 Avaya Inc. All Rights Reserved.

Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, ™, or SM are registered marks,
trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms
used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009.
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