Avaya IP Office Contact Center Start Here First

Release 10.0.0.0 Issue 1.1 11 2016

Notice

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Hosted Service

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Avaya IP Office Contact Center Start Here First

THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO UNDER THE LINK “Avaya Terms of Use for Hosted Services” OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE.

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Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. “Software” means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. “Instance” means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine (“VM”) or similar deployment.

License types

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and

Avaya IP Office Contact Center Start Here First 11 2016 4

Avaya IP Office Contact Center Start Here First

using the Software at any given time. A “Unit” means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software.

Heritage Nortel Software

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Virtualization

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Avaya IP Office Contact Center Start Here First as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms.

The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM.

Service Provider

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Compliance with Laws

You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used.

Preventing Toll Fraud

“Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your

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Avaya IP Office Contact Center Start Here First

system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Toll Fraud intervention

If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: https://support.avaya.com or such successor site as designated by Avaya.

Security Vulnerabilities

Information about Avaya’s security support policies can be found in the Security Policies and Support section of https:// support.avaya.com/security.

Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow (https:// support.avaya.com/css/P8/documents/100161515).

Downloading Documentation

For the most current versions of Documentation, see the Avaya Support website: https://support.avaya.com, or such successor site as designated by Avaya.

Contact Avaya Support

See the Avaya Support website: https://support.avaya.com for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: https://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

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Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.

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Avaya IP Office Contact Center Start Here First

Avaya IP Office Contact Center Start Here First 11 2016 8

Avaya IP Office Contact Center Start Here First

Table of Contents

Legal ...... 3 Avaya IP Office Contact Center Start Here First ...... 16 Overview ...... 16

IP Office Contact Center Overview ...... 17 Overview of IP Office Functions and Features ...... 17 IP Office Contact Center IP500V2 topology...... 17 IP Office Server Edition topology ...... 17 Server Edition with IP500V2 expansion topology ...... 17 Roles and privileges ...... 17 UI tab field descriptions ...... 17 Email field descriptions ...... 17 Configuration tab field descriptions ...... 17 Variables ...... 17 Realtime information tab field descriptions ...... 18 Task Flow Editor field descriptions ...... 18 Interface navigation ...... 18 Tabs in the interface ...... 18 CRM functionality ...... 18 CRM - Standard agent options ...... 18 CRM - Telephony options for agents ...... 18 Dialer and telephony ...... 18 Telephony options ...... 18 Dialer options ...... 18 Inbound voice routing ...... 18 Outbound voice ...... 18 Scripts: IVR Editor and Task Flow Editor ...... 18 Task Flow Editor scripts ...... 18 Task Flow Editor menu field descriptions ...... 19 Task Flow Editor menu icons ...... 19 Email and chat ...... 19 Unified media routing ...... 19 Email options ...... 19 Text blocks in email ...... 19 Chat options ...... 19 Reporting ...... 19 Reporting options ...... 19 Task Reporting ...... 19 TTrace ...... 19

IP Office Contact Center Planning ...... 19 IP Office Contact Center Components ...... 20 Customer requirements...... 20 Design considerations ...... 20 Caveats and limitations ...... 20 Capacity and scalability...... 20 Server specifications ...... 20 Migration roadmap and limitations ...... 20 Capacity upgrade requirements ...... 20 Security considerations ...... 20 Network configuration ...... 20

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Avaya IP Office Contact Center Start Here First

IP Office Contact Center Deployment ...... 21 Site Preparation & Planning Checklist ...... 21 Supported Server Operating Systems ...... 21 Determining Network / QOS Requirements ...... 21 Supported Telephones for Use with IP Office Contact Center ...... 21 Determining the Trunks Supported with IP Office Contact Center ...... 21 Configuring the Server’s Computer Name ...... 21 Server Firewall Settings ...... 21 Time & Date Settings ...... 21 Server User Name and Password ...... 21 Configuring the Server’s Power Settings ...... 22 Disabling DEP (Data Execution Prevention) Settings ...... 22 Virus Scan Software Considerations ...... 22 Windows Updates ...... 22 Guest Account Considerations ...... 22 Software Installation Checklist ...... 22 Installing the IP Office Contact Center Software ...... 22 Voice Control Speech ...... 22 Obtaining the MAC Address of the Server ...... 22 Obtaining IP Office Contact Center Licenses ...... 22 Centralized WebLM server ...... 22 Using Certificates with IP Office Contact Center ...... 23 Creating a CSR using Microsoft Management Console Certificates Snap-in ...... 23 Security Certificates and IP Office Contact Center ...... 23 Downloading and Importing the Signed Identity Certificate ...... 23 Exporting the Signed Identity Certificate ...... 23 Importing the Certificate into the IP Office Contact Center Server ...... 23 IP Office Settings required for IP Office Contact Center ...... 23 IP Office Contact Center Administration Page ...... 23 Configuration Wizard ...... 23 Preparing the Configuration Data – For Use with the Excel Spread Sheet ...... 24 Importing Configuration Data via the Administration Page ...... 24 Default Call Flows and IVR’s ...... 24 Default MasterTopic ...... 24 Default OperatorTopic ...... 24 Default Call flow Topic01 ...... 24 Email and Chat call flows ...... 24 Confirming the IP Office Contact Center User configuration ...... 24 IP Office and IP Office Contact Center Auto Synchronization ...... 24 Use Cases of Synchronization ...... 24 Limitations of Synchronization ...... 24 What are the rules relating to Auto Synchronization ...... 25 Synchronization error codes ...... 25 Security – Port Usage Tables ...... 25 Accessing Windows Security Events on the IP Office Contact Center Server ...... 25 Installing a Turnkey solution ...... 25 Installing the IP Office Contact Center User Interface ...... 25 IP Office Contact Center User Interface ...... 25 IP Office Contact Center User Interface - Adding the server as a Trusted Site to Internet Explorer ...... 25 Adding the Server’s Host Name to the IP Office Contact Center User PC’s Host File ..... 25 IP Office Contact Center Clients Certificates ...... 26 Importing the IP Office Contact Center Certificate into the Windows Client Internet Explorer ...... 26 Importing the IP Office Contact Center Certificate into the Windows Client Google Chrome ...... 26 Importing the IP Office Contact Center Certificate into the Windows Client Mozilla Firefox26 Importing the IP Office Contact Center Certificate into the Google Chrome book ...... 26 Logging into the User Interface ...... 26 Avaya IP Office Contact Center Start Here First 11 2016 10

Avaya IP Office Contact Center Start Here First

Deploying the IP Office Contact Center Chrome User Interface ...... 26 Deploying IP Office Contact Center Chrome User Interface ...... 26 WebRTC Limitations ...... 27 Deploying IP Office Contact Center Chrome User Interface Group Mapping - Requirement ...... 27 Chromebook Requirements ...... 27 Downloading and Installing the IP Office Contact Center Chrome User Interface Application ...... 27 WebRTC Gateway Configuration ...... 27 IP Office Contact Center User Interface Agent Picture Management ...... 27 Configuring a Virtual Agent Group ...... 27 Configuring a WebUI Agent for Customer Data ...... 27 Configuring a WebUI Agent Web Access to search on a presented call ...... 27 Configuring WebUI Threshold ...... 27 Configuring WebUI Variable ...... 28 Creating a Branding Logo ...... 28 Configuring Supervisor Access for IP Office Contact Center User Interface...... 28 OVA IP Office Contact Center Deployment ...... 28 OVA IP Office Contact Center Installation ...... 28 Requirements for implementation IP Office Contact Center as OVA ...... 28 OOBE and Windows license installation ...... 28 Setting up the Network ...... 28 Setting the Computer Name ...... 28 Activating Windows ...... 28 Installing IP Office Contact Center Licenses...... 29 Importing Configuration data ...... 29 Troubleshooting after OVA Installation ...... 29

Administering IP Office Contact Center ...... 29 IP Office Contact Center Task Flow Editor - Telephony Configuration ...... 29 Accessing the IP Office Contact Center Task Flow Editor ...... 29 Defining the Default Task Flow ...... 29 Assigning IP Office Incoming Call Routes to a Topic ...... 29 Configuring Last Known Agent based on a Customer’s CLID ...... 29 How to administer the web-based administration portal of IP Office Contact Center ...... 30 IP Office Contact Center and Voicemail Pro- How to configure a breakout to a VM Pro mailbox ...... 30 Allowing a supervisor to manually select which announcements are played to callers. ... 30 Creating a Standard Auto Attendant Menu (two varying examples are available in the guides referenced here) ...... 30 Using the Personal Contact Element ...... 31 Macros and Task Flows ...... 31 IP Office Contact Center Task Flow Templates ...... 31 Master Topic Template with Operator Template ...... 31 Voice Only Template ...... 31 Outbound Topic Template ...... 31 Email Topic Template ...... 31 Chat Topic Template ...... 31 IP Office Contact Center – IVR Editor ...... 31 IVR Database Integration ...... 31 User Interface Scenario 1 - Call presented with CLID and the customer’s record is contained within the database ...... 32 User Interface Scenario 2 - Call presented with CLID, there is no customer record but the customer does have a support contract ...... 32 User Interface Scenario 3 - Call presented without CLID but the support contract number is contained within the database ...... 32 User Interface Scenario 4 - Call presented without CLID and the support contract number is not contained within the database ...... 32

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Avaya IP Office Contact Center Start Here First

Creating a ODBC Data Source in the IP Office Contact Center server’s Customer Database ...... 32 Configuring the Agents Interface for use with the IVR Script ...... 32 Creating a Local Variable to Record the DTMF Digits entered by the Caller ...... 33 Installing Additional Languages for Text to Speech Files ...... 33 Configuring languages within the Voice Control Speech Configuration Dialog Box ...... 33 IP Office Contact Center Email & Chat Services ...... 33 IP Office Contact Center Chat Service ...... 33 Installing and configuring the XMPP Service ...... 33 Determining the Server’s Hostname ...... 33 Installing Openfire ...... 33 Configuring the existing Topic and Agents to Use CHAT ...... 34 Configuring the existing Agent Group to Use CHAT ...... 34 Building a Chat Call Flow ...... 34 Setting Chat scripts against Chat topics ...... 34 Configuring the one-X Portal XMPP service ...... 34 Verifying Web Chat Integration before customer implementation ...... 34 Creating the HTML to be used for the customer’s web page ...... 34 Using the ‘CHAT web Java’ example ...... 34 IP Office Contact Center Email Service ...... 34 SMTP Email Configuration ...... 34 Creating an E-mail Flow ...... 35 Text Blocks/Autoreply ...... 35 Textblocks ...... 35 How to use a textblock ...... 35 Archiving the Email Database ...... 35 Agents Availability for Tasks ...... 35 Email Personal Signature...... 35 Show search filter ...... 35 Recycle Bin ...... 35 IP Office Contact Center Dialer ...... 36 Dialer Definitions ...... 36 Dialer Modes ...... 36 Dialer Configuration ...... 36 Allocating Channel Resources to the Dialer ...... 36 Creating an Agent Group to be used with the Dialer ...... 36 Creating a New Topic for Use with the Dialer ...... 36 Creating a Call Flow for use with the Dialer ...... 36 Defining an Access Code and Dialing Parameters ...... 36 Configuring a Dialer Campaign ...... 36 Enabling Auto Answer ...... 37 Importing and Exporting of Job Records...... 37 Dialer legal regulations...... 37 Calling time restrictions ...... 37 OFCOM time restrictions...... 37 FCC time restrictions ...... 37 Configuration details ...... 37 Calling restrictions ...... 37 OFCOM calling restrictions ...... 37 FCC calling restrictions ...... 37 Bundesnetzagentur, ADM, and CCV/DDV calling restrictions ...... 37 OFCOM caller ID restrictions ...... 38 FCC caller ID restrictions ...... 38 Bundesnetzagentur caller ID restrictions ...... 38 Minimum and maximum ringing time ...... 38 Maximum number of dial attempts ...... 38 Call abandonment regulations ...... 38 OFCOM two-second rule ...... 38 FCC two-second rule ...... 38 ADM, CCV, and DDV rules ...... 38 Avaya IP Office Contact Center Start Here First 11 2016 12

Avaya IP Office Contact Center Start Here First

OFCOM abandoned calls...... 38 FCC abandoned calls ...... 38 OFCOM 24 and 72 hour policy for abandoned calls ...... 39 ADM, CCV, and DDV 30–day policy for abandoned calls ...... 39 Opt-Out OFCOM ...... 39 Opt-Out FCC ...... 39 FCC mobile phone and pager regulations ...... 39 OFCOM consent rules ...... 39 FCC consent rules ...... 39 OFCOM reporting rules ...... 39 FCC reporting rules ...... 39 ADM, CCV, and DDV reporting rules ...... 39 Predefined dialer reports ...... 39 OFCOM do-not-call list ...... 39 FCC do-not-call list ...... 40 DNC list usage with IP Office Contact Center ...... 40 Contact Recorder Configuration ...... 40 Installing the Avaya Contact Recorder ...... 40 Automatic Call Recording...... 40 Voicemail Pro Configuration ...... 40 IP Office Contact Center Reporting ...... 40 Supervisors and the User Role Settings ...... 40 Configuring Agent Privileges ...... 40 Telephony System Wide Report Settings ...... 41 Deleting Reporting Data ...... 41 Agent Group Reporting Settings ...... 41 Topic Reporting Settings ...... 41 Configuring Reporting Filters ...... 41 Renaming Counters ...... 41 Special Settings ...... 41 Supervisor Interface ...... 41 Realtime – Predefined / Default Reports ...... 41 Default Topic Realtime Screen ...... 42 Real Time Reporting ...... 42 Objects of IP Office Contact Center that can have their Status monitored ...... 42 Configuring the Realtime Sheet(s) Properties ...... 42 Configuring a Realtime report for use with an Agent Group ...... 42 Agent Status (AG) element ...... 42 Phone State Element ...... 42 Agent Group Table Element ...... 42 Individual Status (parser) element ...... 42 Active Agents (AG) Element ...... 42 Historical Reporting ...... 43 Report Production ...... 43 Time Periods ...... 43 Reporting Methods ...... 43 Statistical Counters ...... 43 Generating and Running Reports ...... 43 Creating an Historical Report from System Template Reports ...... 43 Exporting a Report ...... 43 Custom Reporting ...... 43 Automatic Reporting ...... 43 Agent Status Reporting ...... 43 Contact Details Reporting ...... 44 Report Filter Settings ...... 44 Exporting Report Data...... 44 Reporting from the IP Office Contact Center Chrome User Interface ...... 44 Exporting Reports and Realtime Information Sheets ...... 44 Importing Telephony and Home Views ...... 44 Exporting Telephony and Home Views ...... 44

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Avaya IP Office Contact Center Start Here First

IP Office Contact Center Telephony User Interface Configuration ...... 45 IP Office Contact Center User Interface Layout ...... 45 IP Office Contact Center User Interface Administration ...... 45 Configuring Agent and Supervisor Passwords ...... 45 How to configure Auto sign to an Agents Windows User Account ...... 45 IP Office Contact Center User Interface Layout ...... 45 Determining Agent Privileges and Authorizations ...... 45 Determining Agent Privileges and Authorizations ...... 45 Creating User Profiles on IP Office Contact Center ...... 45 Determining the Agent’s Working Area’s Screen Size ...... 46 User Interface Configuration – Adding Elements to the Working Area ...... 46 User Interface - Element Types ...... 46 Adding a Value Element & Longest Wait Time Element ...... 46 Adding an Out of Office Notice ...... 46 Adding a Variable Element ...... 46 Adding a Call Tag ...... 46 Adding a Customer Record ...... 46 Adding an Abandoned Call List ...... 46 Adding a Longest Wait Time (topic) [Telephony] Element...... 47 Adding a Queue (Topic) [Telephony] Element ...... 47 Adding an Individual Status LED (Alarm)...... 47 Adding a Pie Chart element to the Telephony View ...... 47 Adding an Agent Status (AG) Element to the Telephony View...... 47 Assigning Skills to Agents ...... 47 Creating Teams and Telephone Groups...... 47 Adding a Phone State Element to the Telephony View ...... 47 Configuring the Contact Bar ...... 47 Upgrading the IP Office Contact Center Client User Interface ...... 48 Using the IP Office Contact Center Chrome User Interface ...... 48 Using the IP Office Contact Center Wallboard ...... 48 ICI Connector ...... 48 ICI Connector Requirements ...... 48 Installation of the ICI Connector on the IP Office Contact Center Server ...... 48 Call number normalization ...... 48 External Call Numbers ...... 48 Dialing from SAP ...... 48 SAP Settings ...... 49 IP Office Contact Center Salesforce CRM Connector ...... 49 Install the CRM Sales Force application onto the IP Office Contact Center Server ...... 49 Installing ISA ...... 49 Configuring ISA ...... 49 Custom Console Component ...... 49 Logging into ISA ...... 49

Help Sets ...... 50 Using Avaya IP Office Contact Center Web Administration Portal ...... 50 Using Avaya IP Office Contact Center Wallboard ...... 50 Using Avaya IP Office Contact Center for Windows ...... 50 Using the Avaya IP Office Contact Center Configuration and User Interface Configuration Modules ...... 50 Administering Avaya IP Office Contact Center Dialer ...... 50 Administering Avaya IP Office Contact Center Task Flow Editor ...... 50 Lists Counter Types ...... 51

IP Office Contact Center Maintenance and Troubleshooting ...... 51 TTrace Console ...... 51

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Avaya IP Office Contact Center Start Here First

Testing the TAPI link from TT Trace Console ...... 51 Configuration required for a system with more than 100 Agents ...... 51

Upgrading from Version 9.0.x to 10.0.0.0 ...... 52 Upgrading from Version 9.0.x to 10.0.0.0 ...... 52 Creating a Manual Database Backup before upgrade from 9.0.X ...... 52 Database Migration ...... 52 Recovery Steps if the Migration Fails ...... 52 Post Database Migration – Upgrading the IP Office Contact Center Software to 10.0.0.052 Uninstalling Sybase on Completion of a Successful Migration to IP Office Contact Center 10.0.0.0 ...... 52

Upgrading from Version 9.1.X to 10.0.0.0 ...... 52 Upgrading from Version 9.1.X to 10.0.0.0...... 52 Manual Database Backup before upgrade from 9.1.X ...... 52 Upgrade Process from 9.1.X to 10.0.0.0...... 52 Upgrading the IP Office Contact Center Agent Interface Client Software ...... 53 Making the connection to IP Office and IP Office Contact Center secure post upgrade from 9.X ...... 53 Part A. IP Office changes to VoIP Security ...... 53 Part B IP Office Contact Center HTTPS changes...... 53 Part C Re-applying the IP Office Contact Center licenses ...... 53 Part D Re-applying the security certificate(s) to the IP Office Contact Center server ...... 53 Part E Changing the IP Office Contact Center communication to the IP Office to secure SIP and TAPI ...... 53

IP Office Contact Center Maintenance and Troubleshooting ...... 54 How to Disable the IP Office Contact Center Auto Sync Service ...... 54 How to Enable the IP Office Contact Center Auto Sync Service ...... 54 How to change the IP Office Contact Center SIP Extension while using Auto Sync ...... 54 Uninstalling 9.1.6 Software ...... 54 Installing a Patch or Service Pack ...... 54 Upgrading Sales Force CRM Connector ...... 54 Creating customer specific Contact Detail reports ...... 54 Task Reporting Database ...... 54 Xstat-Server ...... 54 Watchdog Configuration...... 55 TTrace console configuration ...... 55 Routine Maintenance Checklist ...... 55 File Locations ...... 55 Server Field Replaceable Units (FRU’s) ...... 55 Troubleshooting ...... 55 Troubleshooting Telephony Email and Chat Task Types ...... 55 Troubleshooting Connectivity and Accessibility ...... 55 Troubleshooting after OVA Installation ...... 55 Troubleshooting – Job Codes and Wrap Up Time ...... 55 Troubleshooting Users and user profiles ...... 55 Routine Maintenance Checklist ...... 56 File Locations ...... 56 Error Reference numbers...... 56 Avaya Documentation ...... 57

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Avaya IP Office Contact Center Start Here First

Overview

It can sometimes prove difficult to determine which guide from a suite of guides, should be referenced to obtain the correct information required to assist with a configuration of an application or product. To assist in this process, the Avaya IP Office Contact Center Start Here First document provides guidance with regards to which Task Based Guides provide the best coverage relating to a variety of IP Office Contact Center installation tasks.

This document lists various installation and configuration tasks, along with the associated guide and the appropriate guide sections, from which step by step instructions for the implementation of the task can be found.

Avaya IP Office Contact Center Start Here First 11 2016 16

Avaya IP Office Contact Center Start Here First

IP Office Contact Center Overview

IP Office Contact Center Associated Task Based Guide Guide Section Process Avaya IP Overview of IP Office Contact Office Functions IP Office Contact Center Feature Description Center and Features overview IP Office IP Office Contact Contact Center Center IP500V2 IP Office Contact Center Feature Description IP500V2 topology topology IP Office Server Server Edition IP Office Contact Center Feature Description Edition topology topology IP Office Server Edition with Server Edition IP500V2 expansion IP Office Contact Center Feature Description with IP500V2 topology expansion topology Roles and Roles and IP Office Contact Center Feature Description privileges privileges

UI tab field UI tab field IP Office Contact Center Feature Description descriptions descriptions

Email field Email field IP Office Contact Center Feature Description descriptions descriptions

Configuration Configuration tab IP Office Contact Center Feature Description tab field field descriptions descriptions

Variables IP Office Contact Center Feature Description Variables

Reporting tab Reporting tab field IP Office Contact Center Feature Description field descriptions descriptions

Avaya IP Office Contact Center Start Here First 11 2016 17

Avaya IP Office Contact Center Start Here First

Realtime Realtime information information tab IP Office Contact Center Feature Description tab field field descriptions descriptions Task Flow Task Flow Editor IP Office Contact Center Feature Description Editor field field descriptions descriptions

Interface Interface IP Office Contact Center Feature Description navigation navigation

Tabs in the IP Office Contact Center Feature Description Interface Tabs interface

CRM CRM functionality IP Office Contact Center Feature Description functionality

CRM - Standard CRM IP Office Contact Center Feature Description agent options functionality

CRM - Telephony CRM IP Office Contact Center Feature Description options for agents functionality

Dialer and Dialer and IP Office Contact Center Feature Description telephony telephony

Telephony Telephony options IP Office Contact Center Feature Description options

Dialer options IP Office Contact Center Feature Description Dialer options

Inbound voice Inbound voice IP Office Contact Center Feature Description routing routing

Outbound Outbound voice IP Office Contact Center Feature Description voice Scripts: IVR Scripts: IVR Editor Editor and and Task Flow IP Office Contact Center Feature Description Task Flow Editor Editor Task Flow Editor Task Flow IP Office Contact Center Feature Description scripts Editor scripts

Avaya IP Office Contact Center Start Here First 11 2016 18

Avaya IP Office Contact Center Start Here First

Task Flow Editor Task Flow menu field IP Office Contact Center Feature Description Editor menu descriptions Task Flow Task Flow Editor IP Office Contact Center Feature Description Editor menu menu icons icons

Email and chat IP Office Contact Center Feature Description Email and chat

Unified media Unified media IP Office Contact Center Feature Description routing routing

Email options IP Office Contact Center Feature Description Email options

Text blocks in Text blocks in IP Office Contact Center Feature Description email email

Chat options IP Office Contact Center Feature Description Chat options

Reporting IP Office Contact Center Feature Description Reporting

Reporting Reporting options IP Office Contact Center Feature Description options

Task Task Reporting IP Office Contact Center Feature Description Reporting

TTrace IP Office Contact Center Feature Description TTrace

IP Office Contact Center Planning

IP Office Contact Center Associated Task Based Guide Guide Section Process IP Office Contact Center Reference Topology Topology Configuration

Avaya IP Office Contact Center Start Here First 11 2016 19

Avaya IP Office Contact Center Start Here First

IP Office Contact IP Office Contact Center Reference Center Components Configuration Components Customer IP Office Contact Center Reference Customer requirements Configuration requirements IP Office Contact Center Reference Design Configuration Design considerations considerations IP Office Contact Center Reference Caveats and Configuration Caveats and limitations limitations IP Office Contact Center Reference Capacity and Configuration Capacity and scalability scalability IP Office Contact Center Reference Server Configuration Server specifications specifications

IP Office Contact Center Reference Migration Migration roadmap Configuration roadmap and and limitations limitations IP Office Contact Center Reference Capacity Capacity upgrade Configuration upgrade requirements requirements IP Office Contact Center Reference Security Configuration Security considerations considerations IP Office Contact Center Reference Network Configuration Network configuration configuration

IP Office Contact Center Reference IP Office IP Office telephony Configuration telephony integration integration IP Office Contact Center Reference Component Configuration Component configuration configuration IP Office Contact Center Reference Packaging and Configuration Packaging and order codes order codes IP Office Contact Center Reference Port Port assignments Configuration assignments

Traffic and Quality IP Office Contact Center Reference Quality of of Service Configuration Service considerations considerations

Avaya IP Office Contact Center Start Here First 11 2016 20

Avaya IP Office Contact Center Start Here First

IP Office Contact Center Deployment

IP Office Contact Center Associated Task Based Guide Guide Section Process Planning the IP Site Preparation & Office Contact IP Office Contact Center Installation Planning Checklist Center Installation IP Office Contact Center Supported Server IP Office Contact Center Installation Server Operating Systems Requirements

Determining Network / QOS Network / QOS IP Office Contact Center Installation Requirements Requirements Supported Supported Telephones for Telephones for IP Office Contact Center Installation Use with IP Use with IP Office Office Contact Contact Center Center Determining the Trunks Supported Supported IP Office Contact Center Installation with IP Office Trunks Contact Center Configuring the Servers Server’s Computer IP Office Contact Center Installation Computer Name Name

Server Firewall Windows IP Office Contact Center Installation Settings Firewall

Time & Date Time & Date IP Office Contact Center Installation Settings Settings

Server User Server User Name IP Office Contact Center Installation Name and and Password Password

Server IP Address IP Office Contact Center Installation IP Address Settings

Avaya IP Office Contact Center Start Here First 11 2016 21

Avaya IP Office Contact Center Start Here First

Configuring the Server’s Power IP Office Contact Center Installation Power Settings Settings

Disabling DEP Disabling DEP (Data Execution (Data Execution IP Office Contact Center Installation Prevention) Prevention) Settings Settings

Virus Scan Virus Scan Software IP Office Contact Center Installation Software Considerations Considerations IP Office Contact Center Windows Updates IP Office Contact Center Installation Server - Windows Updates IP Office Guest Account Contact Center Considerations IP Office Contact Center Installation Server – Guest

Account Software Software Installation IP Office Contact Center Installation Installation Checklist Checklist IP Office Installing the IP Contact Center Office Contact IP Office Contact Center Installation Software Center Software Installation Windows 2008 Server - Voice Control Speech Voice Control IP Office Contact Center Installation and Windows Speech 2012 Server - Voice Control Speech Licensing – Obtaining the MAC Obtaining the Address of the IP Office Contact Center Installation MAC Address of Server the Server Obtaining IP Office Contact Center IP Office Contact Center Installation Licensing Licenses

Centralized Centralized IP Office Contact Center Installation WebLM server WebLM server

Avaya IP Office Contact Center Start Here First 11 2016 22

Avaya IP Office Contact Center Start Here First

Using Using Certificates Certificates with with IP Office IP Office Contact Center Installation IP Office Contact Center Contact Center Creating a CSR Creating a CSR using Microsoft using Microsoft Management Management IP Office Contact Center Installation Console Console Certificates Snap- Certificates in Snap-in Creating the IP Office Contact Center Certificate via Security the IP Office Certificates and IP IP Office Contact Center Installation Server Edition Office Contact Manager/ Center Application server with Internet Explorer Downloading and Download and Importing the Import the IP Office Contact Center Installation Signed Identity Signed Identity Certificate Certificate Exporting the Export the Signed Identity IP Office Contact Center Installation Signed Identity Certificate Certificate Importing the Importing the Certificate into Certificate into the IP Office Contact Center Installation the IP Office IP Office Contact Contact Center Center Server Server IP Office IP Office Settings Settings required for IP IP Office Contact Center Installation required for IP Office Contact Office Contact Center Center IP Office Contact IP Office Center Contact Center IP Office Contact Center Administration Page Administration Administration Page Page Configuration Configuration Wizard – System IP Office Contact Center Installation Wizard Configuration Page

Avaya IP Office Contact Center Start Here First 11 2016 23

Avaya IP Office Contact Center Start Here First

Preparing the Preparing the Configuration Data Configuration – For Use with the IP Office Contact Center Installation Data – For Use Excel Spread with the Excel Sheet Spread Sheet Importing Importing Configuration Data Configuration via the IP Office Contact Center Installation Data via the Administration Administration Page Page Viewing the Default Call Flows IP Office Contact Center Installation Default Call and IVR’s Flows and IVR’s

Default Default IP Office Contact Center Installation MasterTopic MasterTopic

Default Default IP Office Contact Center Installation OperatorTopic OperatorTopic

Default Call flow Default Call flow IP Office Contact Center Installation Topic01 Topic01

Email and Chat call IP Office Contact Center Installation Email and Chat flows call flows Confirming the IP Confirm the IP Office Contact Office Contact IP Office Contact Center Installation Center User Center User configuration configuration IP Office and IP IP Office and IP Office Contact Office Contact IP Office Contact Center Installation Center Auto Center Auto Synchronization Synchronization

Use Cases of Use Cases of IP Office Contact Center Installation Synchronization Synchronization

Limitations of Limitations of IP Office Contact Center Installation Synchronization Synchronization

Avaya IP Office Contact Center Start Here First 11 2016 24

Avaya IP Office Contact Center Start Here First

What are the rules Rules of relating to Auto IP Office Contact Center Installation Synchronization Synchronization

Synchronization Synchronization IP Office Contact Center Installation error codes error codes

Security – Port Port Usage IP Office Contact Center Installation Usage Tables Tables

Accessing Accessing Windows Windows Security Security Events Events on the IP IP Office Contact Center Installation on the IP Office Office Contact Contact Center Center Server Server Installing a Installing a IP Office Contact Center Installation Turnkey Turnkey solution solution

Installing the IP Office Contact Center User Interface

IP Office Contact Center Associated Task Based Guide Guide Section Process IP Office Contact IP Office Center User IP Office Contact Center Installation Contact Center Interface User Interface IP Office Contact Adding the Center User server as a Interface - Adding IP Office Contact Center Installation Trusted Site to the server as a Internet Trusted Site to Explorer Internet Explorer Adding the Adding the Server’s Host Server’s Host Name to the IP Name to the IP IP Office Contact Center Installation Office Contact Office Contact Center User PC’s Center User Host File PC’s Host File Installing the Installing the Contact Center Contact Center IP Office Contact Center Installation User Interface User Interface on on the Agent’s the Agent’s PC’s PC’s

Avaya IP Office Contact Center Start Here First 11 2016 25

Avaya IP Office Contact Center Start Here First

IP Office IP Office Contact Contact Center Center Clients IP Office Contact Center Installation Clients Certificates Certificates Importing the IP Importing the IP Office Contact Office Contact Center Center Certificate IP Office Contact Center Installation Certificate into into the Windows the Windows Client Internet Client Internet Explorer Explorer Importing the IP Importing the IP Office Contact Office Contact Center Center Certificate IP Office Contact Center Installation Certificate into into the Windows the Windows Client Google Client Google Chrome Chrome Importing the IP Importing the IP Office Contact Office Contact Center Center Certificate IP Office Contact Center Installation Certificate into into the Windows the Windows Client Mozilla Client Mozilla Firefox Firefox Importing the IP Importing the IP Office Contact Office Contact Center Center Certificate IP Office Contact Center Installation Certificate into into the Google the Google Chrome book Chrome book

Logging into the Logging into the IP Office Contact Center Installation User Interface User Interface

Deploying the IP Office Contact Center Chrome User Interface

IP Office Contact Center Associated Task Based Guide Guide Section Process Deploying IP Office Deploying IP Contact Center Office Contact IP Office Contact Center Installation Chrome User Center Chrome Interface User Interface

WebRTC IP Office Contact Center Installation WebRTC

Avaya IP Office Contact Center Start Here First 11 2016 26

Avaya IP Office Contact Center Start Here First

WebRTC WebRTC IP Office Contact Center Installation Limitations Limitations

Deploying IP Office Contact Center Chrome User Group Mapping IP Office Contact Center Installation Interface Group Requirement Mapping - Requirement

Chromebook Chromebook IP Office Contact Center Installation Requirements Requirements

Downloading Downloading and and Installing Installing the IP the IP Office Office Contact IP Office Contact Center Installation Contact Center Center Chrome Chrome User User Interface Interface Application Application WebRTC WebRTC Gateway IP Office Contact Center Installation Gateway Configuration Configuration IP Office Contact IP Office Center User Contact Center Interface Agent IP Office Contact Center Installation User Interface Picture Agent Picture Management Management Configuring a Configuring a Virtual Agent IP Office Contact Center Installation Virtual Agent Group Group

Configuring a Configuring a WebUI Agent for IP Office Contact Center Installation WebUI Agent for Customer Data Customer Data Configuring a Configuring a WebUI Agent WebUI Agent Web IP Office Contact Center Installation Web Access to Access to search search on a on a presented call presented call Configuring Configuring WebUI IP Office Contact Center Installation WebUI Threshold Threshold

Avaya IP Office Contact Center Start Here First 11 2016 27

Avaya IP Office Contact Center Start Here First

Configuring WebUI Configuring IP Office Contact Center Installation Variable WebUI Variable

Creating a Creating a IP Office Contact Center Installation Branding Logo Branding Logo

Configuring Configuring Supervisor Supervisor Access Access for IP for IP Office IP Office Contact Center Installation Office Contact Contact Center Center User User Interface Interface OVA IP Office Contact Center

Deployment IP Office Contact Center Associated Task Based Guide Guide Section Process OVA IP Office OVA Contact Center IP Office Contact Center Installation Deployment Installation Requirements Requirements for for implementation IP implementation IP Office Contact Center Installation Office Contact IP Office Center as OVA Contact Center as OVA Step 1-OOBE OOBE and and Windows Windows license IP Office Contact Center Installation license installation installation

Setting up the Step 2 - Setup IP Office Contact Center Installation Network Network

Step 3 -Set Setting the IP Office Contact Center Installation Computer Computer Name Name:

Activating Step 4 - Activate IP Office Contact Center Installation Windows Windows

Step 5 -Apply Apply Changes to Changes to IP IP Office Contact IP Office Contact Center Installation Office Contact Center Center

Avaya IP Office Contact Center Start Here First 11 2016 28

Avaya IP Office Contact Center Start Here First

Installing IP Office Step 6 -Install IP Contact Center IP Office Contact Center Installation Office Contact Licenses Center Licenses Step 7 - Import Configuration Importing data in the IP IP Office Contact Center Installation Configuration data Office and IP Office Contact Center Troubleshooting Troubleshooting after OVA IP Office Contact Center Installation after OVA Installation Installation

Administering IP Office Contact Center

IP Office Contact Center Task Flow

Editor - Telephony Configuration IP Office Contact Center Associated Task Based Guide Guide Section Process

Accessing the IP Office Contact IP Office Contact Center Task Flow Editor - Accessing Task Center Task Flow Telephony Flow Editor Editor

Defining the IP Office Contact Center Task Flow Editor - Default Task Default Task Flow Telephony Flow

IP Office Contact Center Incoming Call Assigning IP Office IP Office Contact Center Task Flow Editor - Access - Incoming Call Telephony Assigning an IP Routes to a Topic Office Incoming Call Route to a Topic Configuring Last Assign Call to Known Agent IP Office Contact Center Task Flow Editor - Last Known based on a Telephony Agent Task Flow Customer’s CLID

IP Office Contact IP Office Contact Center Task Flow Editor - Assigning a Center Overflows Telephony Queue Overflow after a Time Out

Avaya IP Office Contact Center Start Here First 11 2016 29

Avaya IP Office Contact Center Start Here First

Period

How to administer the web-based Using Avaya IP Office Contact Center Web administration All Administration Portal Quick Start portal of IP Office Contact Center

IP Office Contact Creating a Break Center and Out from IP IP Office Contact Center Task Flow Editor - Voicemail Pro- Office Contact Telephony How to configure a Center to VM breakout to a VM Pro Pro mailbox Creating a Topic, and associated Allowing a Variables that supervisor to will allow a manually select IP Office Contact Center Task Flow Editor - Supervisor to which Telephony manually select announcements which are played to announcements callers. are played to Callers

Creating a Standard Auto Attendant Menu Creating a (two varying IP Office Contact Center Task Flow Editor – Standard Auto examples are Telephony Attendant Menu available in the guides referenced here)

Adding the Announcements Adding to Announcement IP Office Contact Center Task Flow Editor – Announcement Scripts to call Telephony Scripts for use flows in Task Flow Editor Call Flows

Avaya IP Office Contact Center Start Here First 11 2016 30

Avaya IP Office Contact Center Start Here First

Using the Personal IP Office Contact Center Task Flow Editor – Personal Contact Element Telephony Contact

Macro Macros and Task IP Office Contact Center Task Flow Editor – Utilization within Flows Telephony Task Flow Editor Using the IP IP Office Contact IP Office Contact Center Task Flow Editor – Office Call Center Task Flow Telephony Center Task Templates Flow Templates Master Topic Master Topic IP Office Contact Center Task Flow Editor – Template with Template with Telephony Operator Operator Template Template

Voice Only IP Office Contact Center Task Flow Editor – Voice Only Template Telephony Template

Outbound Topic IP Office Contact Center Task Flow Editor – Outbound Template Telephony

Email Topic IP Office Contact Center Task Flow Editor – Email Template Telephony

Chat Topic IP Office Contact Center Task Flow Editor – Chat Template Telephony

IP Office Contact Center – IVR Editor

IP Office Contact Center Associated Task Based Guide Guide Section Process

IVR Database IVR Database IP Office Contact Center IVR Editor Scenarios Integration Integration Example

IVR Database Agent User Integration - Agent IP Office Contact Center IVR Editor Scenarios Interface User Interface

Avaya IP Office Contact Center Start Here First 11 2016 31

Avaya IP Office Contact Center Start Here First

User Interface Scenario 1 - Call presented with User Interface CLID and the IP Office Contact Center IVR Editor Scenarios Scenario 1 customer’s record is contained within the database User Interface Scenario 2 - Call presented with CLID, there is no User Interface IP Office Contact Center IVR Editor Scenarios customer record Scenario 2 but the customer does have a support contract User Interface Scenario 3 - Call presented without CLID but the User Interface IP Office Contact Center IVR Editor Scenarios support contract Scenario 3 number is contained within the database User Interface Scenario 4 - Call presented without CLID and the User Interface IP Office Contact Center IVR Editor Scenarios support contract Scenario 4 number is not contained within the database Creating a Creating a ODBC ODBC Data Data Source in the Source in the IP IP Office Contact IP Office Contact Center IVR Editor Scenarios Office Contact Center server’s Center server’s Customer Customer Database Database Configuring the Configuring the Agents Interface Agents Interface for use with the IP Office Contact Center IVR Editor Scenarios for use with the IVR Script IVR Script

IVR Script: To Creating an IVR allow a Caller to Script to allow a IP Office Contact Center IVR Editor Scenarios Dial a Known Caller to Dial a Extension Known Extension Number Number

Avaya IP Office Contact Center Start Here First 11 2016 32

Avaya IP Office Contact Center Start Here First

Creating a Local Creating a Local Variable to Variable to Record Record the the DTMF Digits IP Office Contact Center IVR Editor Scenarios DTMF Digits entered by the entered by the Caller Caller

Installing Installing Additional Additional Languages for IP Office Contact Center IVR Editor Scenarios Languages for Text to Speech Text To Speech Files Files

Configuring Configuring languages within languages the Voice Control within the Voice IP Office Contact Center IVR Editor Scenarios Speech Control Speech Configuration Configuration Dialog Box Dialog Box

IP Office Contact Center Email & Chat Services

IP Office Contact Center Associated Task Based Guide Guide Section Process

IP Office Contact IP Office IP Office Contact Center Email & Chat Center Chat Contact Center Services Service Chat Service

Installing and Installing and IP Office Contact Center Email & Chat configuring the configuring the Services XMPP Service XMPP Service

Determining the Determining the IP Office Contact Center Email & Chat Server’s Server’s Hostname Services Hostname

IP Office Contact Center Email & Chat Installing Installing Openfire Services Openfire

Installing Installing Openfire IP Office Contact Center Email & Chat Openfire as a as a Service Services Service

Avaya IP Office Contact Center Start Here First 11 2016 33

Avaya IP Office Contact Center Start Here First

Configuring the Configuring the existing Topic and IP Office Contact Center Email & Chat existing Topic Agents to Use Services and Agents to CHAT Use CHAT

Configuring the Configuring the existing Agent IP Office Contact Center Email & Chat existing Agent Group to Use Services Group to Use CHAT CHAT

Building a Chat IP Office Contact Center Email & Chat Building a Chat Call Flow Services Call Flow

Setting Chat Setting Chat IP Office Contact Center Email & Chat scripts against scripts against Services Chat topics Chat topics

Configuring the Configuring the IP Office Contact Center Email & Chat one-X Portal XMPP one-X Portal Services service XMPP service Verifying Web Chat Verifying Web Integration before IP Office Contact Center Email & Chat Chat Integration customer Services before customer implementation implementation Creating the Creating the HTML HTML to be to be used for the IP Office Contact Center Email & Chat used for the customer’s web Services customer’s web page page Using the ‘CHAT Using the ‘CHAT IP Office Contact Center Email & Chat web Java’ web Java’ example Services example

IP Office IP Office Contact Contact Center IP Office Contact Center Email & Chat Center Email Email Service Services Service

SMTP Email IP Office Contact Center Email & Chat SMTP Email Configuration Services Configuration IP Office IP Office Contact IP Office Contact Center Email & Chat Contact Center Center Email Services Email Configuration Configuration

Avaya IP Office Contact Center Start Here First 11 2016 34

Avaya IP Office Contact Center Start Here First

Creating an E-mail IP Office Contact Center Email & Chat Creating an E- Flow Services mail Flow

Text IP Office Contact Center Email & Chat Text Blocks/Autoreply Services Blocks/Autoreply

IP Office Contact Center Email & Chat Textblocks Textblocks Services

How to use a IP Office Contact Center Email & Chat How to use a textblock Services textblock

Archiving the IP Office Contact Center Email & Chat Archiving the Email Database Services Email Database

Agents Agents Availability IP Office Contact Center Email & Chat Availability for for Tasks Services Tasks

Email Personal IP Office Contact Center Email & Chat Email Personal Signature Services Signature

IP Office Contact Center Email & Chat Show search Show search filter Services filter

IP Office Contact Center Email & Chat Recycle Bin Recycle Bin Services

IP Office Contact Center Email & Chat Email Security Email Security Services

Avaya IP Office Contact Center Start Here First 11 2016 35

Avaya IP Office Contact Center Start Here First

IP Office Contact Center Dialer

IP Office Contact Center Associated Task Based Guide Guide Section Process

Dialer Definitions IP Office Contact Center Dialer Dialer Types

Dialer Modes IP Office Contact Center Dialer Dialer Modes

IP Office Dialer Contact Center IP Office Contact Center Dialer Configuration Dialer Configuration Allocating Allocating Channel Channel Resources to the IP Office Contact Center Dialer Resources to Dialer the Dialer Creating an Creating an Agent Agent Group to Group to be used IP Office Contact Center Dialer be used with the with the Dialer Dialer Creating a New Creating a New Topic for Use with IP Office Contact Center Dialer Topic for Use the Dialer with the Dialer

Creating a Call Creating a Call Flow for use with IP Office Contact Center Dialer Flow for use the Dialer with the Dialer Defining an Defining an Access Code Access Code and IP Office Contact Center Dialer and Dialing Dialing Parameters Parameters

Configuring a Configuring a IP Office Contact Center Dialer Dialer Campaign Dialer Campaign

Updating the Updating the Agents User Agents User Interface Contact IP Office Contact Center Dialer Interface Bar for use with a Contact Bar for Dialer use with a Dialer

Avaya IP Office Contact Center Start Here First 11 2016 36

Avaya IP Office Contact Center Start Here First

Enabling Auto Enabling Auto IP Office Contact Center Dialer Answer Answer

Importing and Importing and Exporting of Job Exporting of Job IP Office Contact Center Dialer Records Records

Dialer legal Administering Avaya IP Office Contact Dialer legal regulations Center Dialer regulations

Calling time Administering Avaya IP Office Contact Calling time restrictions Center Dialer restrictions

OFCOM time Administering Avaya IP Office Contact OFCOM time restrictions Center Dialer restrictions

FCC time Administering Avaya IP Office Contact FCC time restrictions Center Dialer restrictions

Configuration Administering Avaya IP Office Contact Configuration details Center Dialer details

Administering Avaya IP Office Contact Calling Calling restrictions Center Dialer restrictions

OFCOM calling Administering Avaya IP Office Contact Calling restrictions Center Dialer restrictions

FCC calling Administering Avaya IP Office Contact FCC calling restrictions Center Dialer restrictions

Bundesnetzagentur, Administering Avaya IP Office Contact Bundesnetzagentur, ADM, and CCV/DDV ADM, and CCV/DDV calling restrictions Center Dialer calling restrictions

Caller ID Administering Avaya IP Office Contact Caller ID restrictions Center Dialer restrictions

Avaya IP Office Contact Center Start Here First 11 2016 37

Avaya IP Office Contact Center Start Here First

OFCOM caller ID Administering Avaya IP Office Contact OFCOM caller ID restrictions Center Dialer restrictions

FCC caller ID Administering Avaya IP Office Contact FCC caller ID restrictions Center Dialer restrictions

Bundesnetzagentu Administering Avaya IP Office Contact Bundesnetzagentur r caller ID Center Dialer caller ID restrictions restrictions

Minimum and Minimum and Administering Avaya IP Office Contact maximum ringing maximum Center Dialer time ringing time

Maximum Maximum number Administering Avaya IP Office Contact number of dial of dial attempts Center Dialer attempts

Call Call abandonment Administering Avaya IP Office Contact abandonment regulations Center Dialer regulations

OFCOM two- Administering Avaya IP Office Contact OFCOM two- second rule Center Dialer second rule

FCC two-second Administering Avaya IP Office Contact FCC two-second rule Center Dialer rule

ADM, CCV, and Administering Avaya IP Office Contact ADM, CCV, and DDV rules Center Dialer DDV rules

OFCOM Administering Avaya IP Office Contact OFCOM abandoned calls Center Dialer abandoned calls

FCC abandoned Administering Avaya IP Office Contact FCC abandoned calls Center Dialer calls

ADM, CCV, and ADM, CCV, and DDV Administering Avaya IP Office Contact DDV abandoned abandoned calls Center Dialer calls

Avaya IP Office Contact Center Start Here First 11 2016 38

Avaya IP Office Contact Center Start Here First

OFCOM 24 and OFCOM 24 and 72 Administering Avaya IP Office Contact 72 hour policy hour policy for abandoned calls Center Dialer for abandoned calls ADM, CCV, and ADM, CCV, and DDV Administering Avaya IP Office Contact DDV 30–day 30–day policy for abandoned calls Center Dialer policy for abandoned calls

Administering Avaya IP Office Contact Opt-Out OFCOM Opt-Out OFCOM Center Dialer

Administering Avaya IP Office Contact Opt-Out FCC Opt-Out FCC Center Dialer

FCC mobile FCC mobile phone Administering Avaya IP Office Contact phone and and pager regulations Center Dialer pager regulations

OFCOM consent Administering Avaya IP Office Contact OFCOM consent rules Center Dialer rules

Administering Avaya IP Office Contact FCC consent FCC consent rules Center Dialer rules

OFCOM reporting Administering Avaya IP Office Contact OFCOM rules Center Dialer reporting rules

Administering Avaya IP Office Contact FCC reporting FCC reporting rules Center Dialer rules

ADM, CCV, and ADM, CCV, and DDV Administering Avaya IP Office Contact DDV reporting reporting rules Center Dialer rules

Predefined dialer Administering Avaya IP Office Contact Predefined reports Center Dialer dialer reports

OFCOM do-not-call Administering Avaya IP Office Contact OFCOM do-not- list Center Dialer call list

Avaya IP Office Contact Center Start Here First 11 2016 39

Avaya IP Office Contact Center Start Here First

Administering Avaya IP Office Contact FCC do-not-call FCC do-not-call list Center Dialer list

DNC list usage DNC list usage with Administering Avaya IP Office Contact IP Office Contact with IP Office Center Dialer Center Contact Center

Contact Recorder Configuration

IP Office Contact Center Associated Task Based Guide Guide Section Process

Installing the Installing the IP Office Contact Center Contact Recorder Avaya Contact Avaya Contact Configuration Recorder Recorder

Automatic Call IP Office Contact Center Contact Recorder Automatic Call Recording Configuration Recording

Voicemail Pro IP Office Contact Center Contact Recorder Voicemail Pro Configuration Configuration Configuration

Using Contact IP Office Contact Center Contact Recorder Using Contact Recorder Configuration Recorder

IP Office Contact Center Reporting

IP Office Contact Center Associated Task Based Guide Guide Section Process

Supervisors and Supervisors and the User Role IP Office Contact Center Reporting the User Role Settings Settings

Configuring Agent Agent Privileges IP Office Contact Center Reporting Privileges – Reporting Tab,

Reporting Reporting Settings IP Office Contact Center Reporting Settings - General

Avaya IP Office Contact Center Start Here First 11 2016 40

Avaya IP Office Contact Center Start Here First

Telephony System Telephony Wide Report IP Office Contact Center Reporting System Wide Settings Report Settings

Deleting Reporting Delete IP Office Contact Center Reporting Data Reporting Data

Agent Group Agent Group IP Office Contact Center Reporting Reporting Reporting Settings Settings

Topic Reporting Topic Reporting IP Office Contact Center Reporting Settings Settings

Configuring Configuring IP Office Contact Center Reporting Reporting Reporting Filters Filters

Renaming Renaming IP Office Contact Center Reporting Counters Counters

Special Settings IP Office Contact Center Reporting Special Settings

Supervisor Supervisor IP Office Contact Center Reporting Interface Interface

Realtime – Realtime – Predefined / IP Office Contact Center Reporting Predefined / Default Reports Default Reports IP Office Contact Center to use Break Time Codes, Break Time Codes IP Office Contact Center Reporting Adding Agent

Break Time Codes, Using Break Time codes

Avaya IP Office Contact Center Start Here First 11 2016 41

Avaya IP Office Contact Center Start Here First

Default Topic IP Office Contact Center Reporting Default Topic Realtime Screen Realtime Screen

Real Time IP Office Contact Center Reporting Real Time Reporting Reporting

Objects of IP Objects of IP Office Contact Office Contact Center that can Center that can IP Office Contact Center Reporting have their have their Status Status monitored monitored Configuring the Configuring the Realtime Realtime Sheet(s) IP Office Contact Center Reporting Sheet(s) Properties Properties

Configuring a Configuring a Realtime report for Realtime report IP Office Contact Center Reporting use with an Agent for use with an Group Agent Group

Agent Status (AG) Agent Status IP Office Contact Center Reporting element (AG) element

Phone State Phone State IP Office Contact Center Reporting Element Element

Agent Group Table Agent Group IP Office Contact Center Reporting Element Table Element

Individual Individual Status IP Office Contact Center Reporting Status (parser) (parser) element element

Active Agents (AG) Active Agents IP Office Contact Center Reporting Element (AG) Element

Creating and Creating and IP Office Contact Center Reporting Assigning Skills Assigning Skills

Avaya IP Office Contact Center Start Here First 11 2016 42

Avaya IP Office Contact Center Start Here First

Historical Historical IP Office Contact Center Reporting Reporting Reporting

Report Report Production IP Office Contact Center Reporting Production

Time Periods IP Office Contact Center Reporting Time Periods

Reporting Methods, Reporting Methods IP Office Contact Center Reporting Interval reporting, Back office reporting

Statistical Statistical IP Office Contact Center Reporting Counters Counters

Generating and Generating and IP Office Contact Center Reporting Running Running Reports Reports Creating a Creating an Historical Historical Report IP Office Contact Center Reporting Report from from System System Default Template Reports Reports

Exporting a Exporting a Report IP Office Contact Center Reporting Report

Custom Custom Reporting IP Office Contact Center Reporting Reporting

Automatic Automatic IP Office Contact Center Reporting Reporting Reporting

Agent Status Agent Status IP Office Contact Center Reporting Reporting Reporting

Report Filter Report Filter IP Office Contact Center Reporting Settings Settings

Avaya IP Office Contact Center Start Here First 11 2016 43

Avaya IP Office Contact Center Start Here First

Contact Details Contact Details IP Office Contact Center Reporting Reporting Reporting

Report Filter Report Filter IP Office Contact Center Reporting Settings Settings

Exporting Report Exporting IP Office Contact Center Reporting Data Report Data

Reporting from Reporting from the the IP Office IP Office Contact Contact Center IP Office Contact Center Reporting Center Chrome Chrome User User Interface Interface

Exporting and Importing Reports, Real Exporting Reports Time and Realtime IP Office Contact Center Reporting Information Information Sheets Sheets, Telephony and Home Views

Exporting and Importing Reports, Real Importing Time Telephony and IP Office Contact Center Reporting Information Home Views Sheets, Telephony and Home Views

Exporting and Importing Reports, Real Exporting Time Telephony and IP Office Contact Center Reporting Information Home Views Sheets, Telephony and Home Views

Exporting and Importing Importing Reports Reports, Real and Realtime IP Office Contact Center Reporting Time Information Sheets Information Sheets, Avaya IP Office Contact Center Start Here First 11 2016 44

Avaya IP Office Contact Center Start Here First

Telephony and Home Views

IP Office Contact Center Telephony User Interface Configuration

IP Office Contact Center Associated Task Based Guide Guide Section Process Logging into the User Interface / IP Office Contact IP Office Contact Center Telephony User IP Office Center User Interface Configuration Task Based Guide Contact Center Interface Layout User Interface Layout IP Office Contact IP Office Center User IP Office Contact Center Telephony User Contact Center Interface Interface Configuration Task Based Guide User Interface Administration Administration

Configuring Agent IP Office Contact Center Telephony User Agent/Supervisor and Supervisor Interface Configuration Task Based Guide Passwords Passwords How to configure Auto ‘Sign on’ Auto sign to an IP Office Contact Center Telephony User using an Agents Agents Windows Interface Configuration Task Based Guide Windows User User Account Account Logging into the User Interface / IP Office Contact IP Office Contact Center Telephony User IP Office Center User Interface Configuration Task Based Guide Contact Center Interface Layout User Interface Layout Determining Agent IP Office Contact Center Telephony User Privileges and Privileges and Interface Configuration Task Based Guide Authorization Authorizations

Determining Agent IP Office Contact Center Telephony User Privileges and Privileges and Interface Configuration Task Based Guide Authorization Authorizations Creating User Profiles on IP IP Office Contact Center Telephony User Creating Office Contact Interface Configuration Task Based Guide Profiles Center Configuring Configuring user IP Office Contact Center Telephony User User Interface Interface Views Interface Configuration Task Based Guide Views

Avaya IP Office Contact Center Start Here First 11 2016 45

Avaya IP Office Contact Center Start Here First

Setting the Determining the IP Office Contact Center Telephony User Working Area’s Agent’s Working Interface Configuration Task Based Guide Screen Size and Area’s Screen Size Settings

User Interface Configuration – Adding IP Office Contact Center Telephony User Adding Elements Elements to the Interface Configuration Task Based Guide to the Working Working Area Area

Text Elements / List Elements / User Interface - IP Office Contact Center Telephony User Graphics Element Types Interface Configuration Task Based Guide Elements/ Other Elements Adding a Value Element & Adding a Value IP Office Contact Center Telephony User Longest Wait Element & Longest Interface Configuration Task Based Guide Time Element to Wait Time Element the Telephony View Adding an Out Adding an Out of IP Office Contact Center Telephony User Of Office Notice Office Notice Interface Configuration Task Based Guide to the Telephony View Adding a Adding a Variable IP Office Contact Center Telephony User Variable Element Interface Configuration Task Based Guide Element to the Telephony View Adding a Call IP Office Contact Center Telephony User Adding a Call Tag Tag to the Interface Configuration Task Based Guide Telephony View

Adding a Adding a IP Office Contact Center Telephony User Customer Customer Record Interface Configuration Task Based Guide Record

Adding an IP Office Contact Center Telephony User Abandoned Call Abandoned Call Interface Configuration Task Based Guide List List Adding a Bar Adding a Bar Chart IP Office Contact Center Telephony User Chart Element Element Interface Configuration Task Based Guide to the Working Area

Avaya IP Office Contact Center Start Here First 11 2016 46

Avaya IP Office Contact Center Start Here First

Adding a Longest Longest Wait Wait Time (topic) IP Office Contact Center Telephony User Time (topic) [Telephony] Interface Configuration Task Based Guide [Telephony] Element Element

Adding a Queue Adding a Queue (Topic) IP Office Contact Center Telephony User (Topic) [Telephony] Interface Configuration Task Based Guide [Telephony] Element Element

Adding an Adding an IP Office Contact Center Telephony User Individual Individual Status Interface Configuration Task Based Guide Status LED LED (Alarm) (Alarm) Adding a Pie Adding a Pie Chart IP Office Contact Center Telephony User Chart element to element to the Interface Configuration Task Based Guide the Telephony Telephony View View Adding an Adding an Agent Agent Status Status (AG) IP Office Contact Center Telephony User (AG) Element to Element to the Interface Configuration Task Based Guide the Telephony Telephony View View

Assigning Skills to IP Office Contact Center Telephony User Creating and Agents Interface Configuration Task Based Guide Assigning Skills

Creating Teams Teams and IP Office Contact Center Telephony User and Telephone Telephone Interface Configuration Task Based Guide Groups Groups

Adding a Phone Adding a Phone State Element to IP Office Contact Center Telephony User State Element to the Telephony Interface Configuration Task Based Guide the Telephony View View

Configuring the IP Office Contact Center Telephony User Contact Bar – Contact Bar Interface Configuration Task Based Guide User Interface

Supervisor Supervisor IP Office Contact Center Telephony User Assistance Assistance (Silent Interface Configuration Task Based Guide (Silent monitoring) monitoring)

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Avaya IP Office Contact Center Start Here First

Upgrading the Upgrading the IP IP Office Office Contact IP Office Contact Center Telephony User Contact Center Center Client User Interface Configuration Task Based Guide Client User Interface Interface

Using the IP Office Contact Center Using IP Office Contact Center Chrome User All Chrome User Interface Interface

Using the IP Office Using Avaya IP Office Contact Center Contact Center All Wallboard Wallboard

ICI Connector

IP Office Contact Center Associated Task Based Guide Guide Section Process

ICI Connector IP Office Contact Center Advanced Installation Requirements Requirements

Installation of Installation of the the ICI ICI Connector on IP Office Contact Center Advanced Installation Connector on the IP Office the IP Office Contact Center Contact Center Server Server

Call number IP Office Contact Center Advanced Installation Call number normalization normalization

External Call IP Office Contact Center Advanced Installation External Call Numbers Numbers

IP Office Contact Center Advanced Installation Dialing from Dialing from SAP SAP

IP Office IP Office Contact IP Office Contact Center Advanced Installation Contact Center Center Settings Settings

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Avaya IP Office Contact Center Start Here First

IP Office Contact Center Advanced Installation SAP Settings SAP Settings

IP Office Contact Center Salesforce CRM Connector

IP Office Contact Center Associated Task Based Guide Guide Section Process

Install the CRM Install the CRM Sales Force Sales Force application onto IP Office Contact Center Advanced Installation application onto the IP Office the IP Office Contact Center Contact Center Server Server

Installing ISA Installing ISA IP Office Contact Center Advanced Installation

Configuring ISA IP Office Contact Center Advanced Installation Configuring ISA

Custom Console Custom Console Component IP Office Contact Center Advanced Installation Component

Logging into Logging into ISA IP Office Contact Center Advanced Installation ISA

Uninstalling the Uninstalling the ISA Application IP Office Contact Center Advanced Installation ISA Application

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Avaya IP Office Contact Center Start Here First

Help Sets

IP Office Contact Center IP Office Contact Center Help Section Help Topic

Using Avaya IP Office Contact This help system is embedded in the product interface and is also Center Web published as a PDF at http://support.avaya.com Administration Portal

Using Avaya IP - This help system is embedded in the product interface and is also Office Contact published as a PDF at http://support.avaya.com Center Wallboard

Using Avaya IP Office Contact - This help system is embedded in the product interface and is also Center for published as a PDF at http://support.avaya.com Windows

Using the Avaya IP Office Contact Center This help system is embedded in the product interface and is also Configuration and published as a PDF at http://support.avaya.com User Interface Configuration Modules

Administering This help system is embedded in the product interface and is also Avaya IP Office published as a PDF at http://support.avaya.com Contact Center Dialer

Administering Avaya IP Office This help system is embedded in the product interface and is also Contact Center published as a PDF at http://support.avaya.com Task Flow Editor

Administering This help system is embedded in the product interface and is also Avaya IP Office published as a PDF at http://support.avaya.com Contact Center IVR Editor

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Avaya IP Office Contact Center Start Here First

IP Office Contact Center Associated Task Based Guide Guide Section Process

Lists Counter Statistics Counter Reference All Types

IP Office Contact Center Maintenance and Troubleshooting

IP Office Contact Center Associated Task Based Guide Guide Section Process

TTrace Console IP Office Contact Center Maintenance TTrace Console Testing the TAPI Testing the TAPI link from TT Trace IP Office Contact Center Maintenance link from TT Console Trace Console Configuration Configuration required for a required for a IP Office Contact Center Maintenance system with system with more more than 100 than 100 Agents Agents Supported Supported Upgrade Paths Upgrade Paths to IP Office Contact Center Maintenance to IP Office IP Office Contact Contact Center Center 10.0.0.0 10.0.0.0

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Avaya IP Office Contact Center Start Here First

Upgrading from Version 9.0.x to 10.0.0.0 Upgrading from Upgrading from Version 9.0.x to IP Office Contact Center Maintenance Version 9.0.x to 10.0.0.0 10.0.0.0 Manual Creating a Manual Database Database Backup IP Office Contact Center Maintenance Backup before before upgrade upgrade from from 9.0.X 9.0.X

Database Database IP Office Contact Center Maintenance Migration Migration

Recovery Steps Recovery Steps if IP Office Contact Center Maintenance if the Migration the Migration Fails Fails Post Database Post Database Migration – Migration – Upgrading the Upgrading the IP IP Office Contact Center Maintenance IP Office Office Contact Contact Center Center Software to Software to 10.0.0.0 10.0.0.0 Uninstalling Uninstalling Sybase on Sybase on Completion of a Completion of a Successful IP Office Contact Center Maintenance Successful Migration to IP Migration to IP Office Contact Office Contact Center 10.0.0.0 Center 10.0.0.0

Upgrading from Version 9.1.X to 10.0.0.0 Upgrading from Upgrading from Version 9.1.X to IP Office Contact Center Maintenance Version 9.1.X to 10.0.0.0 10.0.0.0 Manual Manual Database Database Backup before IP Office Contact Center Maintenance Backup before upgrade from 9.1.X upgrade from 9.1.X Upgrade Process Upgrade from 9.1.X to IP Office Contact Center Maintenance Process from 10.0.0.0 9.1.X to 10.0.0.0

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Avaya IP Office Contact Center Start Here First

Upgrading the IP Upgrading the Office Contact IP Office Center Agent IP Office Contact Center Maintenance Contact Center Interface Client Agent Interface Software Client Software Making the Making the connection to IP connection to IP Office and IP Office and IP IP Office Contact Center Maintenance Office Contact Office Contact Center secure Center secure post post upgrade upgrade from 9.X from 9.X Part A. IP Office Part A. IP Office changes to VoIP IP Office Contact Center Maintenance changes to VoIP Security Security

Part B IP Office Part B IP Office Contact Center IP Office Contact Center Maintenance Contact Center HTTPS changes. HTTPS changes. Part C Re-applying Part C Re- the IP Office applying the IP IP Office Contact Center Maintenance Contact Center Office Contact licenses Center licenses Part D Re- Part D Re-applying applying the the security security certificate(s) to the IP Office Contact Center Maintenance certificate(s) to IP Office Contact the IP Office Center server Contact Center server Part E Changing Part E Changing the IP Office the IP Office Contact Center Contact Center communication to IP Office Contact Center Maintenance communication the IP Office to to the IP Office secure SIP and to secure SIP TAPI and TAPI

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Avaya IP Office Contact Center Start Here First

IP Office Contact Center Maintenance and Troubleshooting

IP Office Contact Center Associated Task Based Guide Guide Section Process How to Disable How to Disable the the IP Office IP Office Contact IP Office Contact Center Maintenance Contact Center Center Auto Sync Auto Sync Service Service How to Enable How to Enable the the IP Office IP Office Contact IP Office Contact Center Maintenance Contact Center Center Auto Sync Auto Sync Service Service How to change How to change the the IP Office IP Office Contact Contact Center Center SIP IP Office Contact Center Maintenance SIP Extension Extension while while using using Auto Sync Auto Sync

Uninstalling 9.1.6 Uninstalling IP Office Contact Center Maintenance Software 9.1.6 Software

Installing a Installing a Patch IP Office Contact Center Maintenance Patch or Service or Service Pack Pack

Upgrading Sales Upgrading Sales Force CRM IP Office Contact Center Maintenance Force CRM Connector Connector Creating Creating customer customer specific Contact IP Office Contact Center Maintenance specific Contact Detail reports Detail reports

Task Reporting Task Reporting IP Office Contact Center Maintenance Database Database

Xstat-Server IP Office Contact Center Maintenance Xstat-Server

Email Archiving IP Office Contact Center Maintenance Email Archiving

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Avaya IP Office Contact Center Start Here First

Watchdog Watchdog IP Office Contact Center Maintenance Configuration Configuration

TTrace console TTrace console IP Office Contact Center Maintenance configuration configuration

Routine Routine Maintenance IP Office Contact Center Maintenance Maintenance Checklist Checklist

File Locations IP Office Contact Center Maintenance File Locations

Server Field Server Field Replaceable Units IP Office Contact Center Maintenance Replaceable (FRU’s) Units (FRU’s)

Troubleshooting Avaya IP Office Contact Troubleshooting All Center

Troubleshooting Telephony Email Telephony Email Troubleshooting Avaya IP Office Contact and Chat Task and Chat Task Center Types Types

Troubleshooting Connectivity Troubleshooting Avaya IP Office Contact Connectivity and and Center Accessibility Accessibility

Troubleshooting Troubleshooting after OVA IP Office Contact Center Maintenance after OVA Installation Installation Troubleshooting – Job Codes and Troubleshooting Avaya IP Office Contact Job Codes and Wrap Up Time Center Wrap Up Time

Troubleshooting Users and user Troubleshooting Avaya IP Office Contact Users and user profiles Center profiles

Troubleshooting Troubleshooting Avaya IP Office Contact User Interface the User Interface Center

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Avaya IP Office Contact Center Start Here First

Routine IP Office Maintenance IP Office Contact Center Maintenance Contact Center Checklist Maintenance

File Locations IP Office Contact Center Maintenance File Locations

Error Reference Error Messages Reference All numbers

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Avaya IP Office Contact Center Start Here First

Avaya Documentation  http://support.avaya.com/

Avaya IP Office Contact Center Task Based Guides

IP Office Contact Center Start Here First

IP Office Contact Center Installation Task Based Guide

IP Office Contact Center Advanced Installation Task Based Guide

IP Office Contact Center – IVR Editor Scenarios Task Based Guide

IP Office Contact Center Task-Flow Editor Telephony Task Based Guide

IP Office Contact Center Telephony User Interface Task Based Guide

IP Office Contact Center Reporting Task Based Guide

IP Office Contact Center Dialer Task Based Guide

IP Office Contact Center Contact Recorder Configuration Task Based Guide

IP Office Contact Center Email and Chat Services Task Based Guide

IP Office Contact Center Maintenance Task Based Guide

Please note, only the IP Office Contact Center Task Based Guides listed above are available from Avaya. Further IP Office Task Based Guide documentation as listed below is available directly from ITEL. http://www.iteluk.com/

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Avaya IP Office Contact Center Start Here First

ITEL IP Office Task Based Guides

Initial Installation

1. IP Office Configuration Maps 2. IP Office Hardware Installation 3. IP Office Initialisation 4. IP Office Manager 5. IP Office Voicemail Pro Initial Installation Guide 6. IP Office Small Community Networking 7. IP Office Customer Call Reporter Initial Installation Guide 8. IP Office Server Edition Configuration 9. IP Office Security Policies

UCM

10. IP Office Unified Communications Module

Core Telephony

11. IP Office Telephony and Call Routing 12. IP Office Short Codes Summary 13. IP Office Hunt Group Setup and Operation 14. IP Office Conferencing 15. IP Office IP Telephony Guide 16. IP Office Computer Telephony Integration – 1st Party

Users, Telephone & Softphone Configuration

17. IP Office Configuring IP Office Phones and User Accounts 18. IP Office Call Handling 19. IP Office Configuring the IP Office Softphone

Auto Attendant & Voicemail

20. IP Office Embedded Voicemail (Intuity Mode) Flowchart 21. IP Office Auto-Attendant Setup and Operation 22. IP Office Embedded Voicemail 23. IP Office Embedded Voicemail Flowchart

Voicemail Pro

24. IP Office Voicemail Pro Summary Guide 25. IP Office Voicemail Pro – Voicemail User Guide

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Avaya IP Office Contact Center Start Here First

One X Portal & IP Office Applications

26. IP Office One X Portal Guide 27. IP Office One X Mobile Preferred Implementation 28. IP Office Plug-in for Microsoft® Outlook® 29. IP Office MS Lync Plugin 30. IP Office Avaya Flare 31. IP Office One X Mobile Essential

Customer Call Reporter – CCR

32. IP Office Customer Call Reporter Configuration Guide 33. IP Office Customer Call Reporter Wallboard Guide

Contact Store & Receptionist Console

34. IP Office Contact Store 35. IP Office Receptionist Console

Maintenance

36. IP Office Backup and Restore 37. IP Office System Status Application 38. IP Office Upgrade Guide

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