Hold Call Waiting
Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press.
Hold Music (Music on Hold)
The IP Office system supports up to 4 sources of music on hold - one system source which may be external, internal (WAV) or tone, plus up to 3 additional internal sources. The internal sources are .WAV files saved either in volatile memory, or on the optional memory card in an IP500 and IP406 V2. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds.
Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups. On IP500 systems, each source can be up to 90 seconds long (30 seconds on IP406 V2 and IP412).
External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units.
As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user.
The call park facility is available through the user's telephone, one-X Portal for IP Office, Phone Manager or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialling the park slot number.
For convenience Phone Manager has 4 pre-defined park buttons. On digital phones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved.
There is a system configurable timeout that determines how long a call may remain parked before it is re- presented to the extension that originally parked the call.
• When calling an extension that is busy, set the system to call you when the extension becomes free. This feature is also called "Ringback When Free".
• When calling an extension that just rings, set the system to call you when the extension is next used. This feature is also called "Ringback When Next Used".
• Carry on with other work and let the system initiate a call for you when the extension becomes available.
Depending on the type of phone a user has, call back when free is accessed by dialing a short code while listening to internal busy tone, selecting an option from an interactive menu or pressing a programmed DSS/ BLF key. Callback when free can also be activated from Phone Manager.
You can also set a callback when free or a callback when next used using a short code without attempting a call.
Note that a user can only have one automatic callback set at any one time.
This feature is supported across the IP Office Small Community Network .
Direct Inward Dialing (DID/DDI)
This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of phones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to what ever number is needed by the business, within limits
In North America, T1 circuits are required for DID.
Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or external public number. The caller is placed on hold while the transfer is performed.
If the phone is put down before the destination has answered, the original caller will be automatically transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer. This is called a Supervised Transfer.
Unless restricted by the system administrator, the IP Office makes no differentiation between internal or external call transfers.
Distinctive and Personalized Ringing
The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or external. This feature is called 'distinctive ringing'. For analog phones the distinctive ringing sequences used are adjustable. For digital and IP phones the distinctive ringing sequences are fixed as follows;
• Internal Call: Repeated single-ring.
• External Call: Repeated double-ring.
• Ringback Call: Single ring followed by two short rings.
This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and voicemail ringback calls.
This feature is supported across the IP Office Small Community Network . 183
In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone's ring. On many Avaya digital phones, the ringer sound can be personalized. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on all types of telephones.
Message Waiting Indication
Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user, either in a personal voice mailbox or in a group mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off.
All Avaya digital and IP phones have in-built message waiting lamps. one-X Portal for IP Office and Phone Manager also provide message waiting indication on screen
For analog phones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected from the IP Office Manager when configuring a system to match the properties of the analog phones. Note that the 101V signaling is only available on IP500 Phone cards and expansion modules plusversion 2 IP400 Phone 8, 16 and 30 expansion modules, not on the IP406 V2
• Provides interface to voicemail through handset display and buttons e.g. Listen, Save, Delete, Fast Forward.
• Quick access to voicemails and commonly used messaging features.
You can access and control voice messages via the display on Digital or IP phones. Visual Voice requires Preferred Edition or Essential Edition, and can only be used with large display LCD sets onlyfrom the 1400, 1600, 2400, 5400, 4600, 5600, 9600 and T3 series. (1403, 1603, 1603SW, 2402, 5402, 4601, 4602SW, 5601, 5602SW do not support Visual Voice).
The fixed message button on certain phones can be configured to invoke visual voice (this is the default setting for new configurations). This configurable option frees the button programming required currently for Visual Voice.
Features supported are:
• access new/old/saved messages for personal and hunt group mailboxes.
• next and previous message.
• fast forward and rewind.
• pause message.
• save, delete and copy message to other users of the system.
• change default greeting.
• change password.
• change email settings (Preferred Edition only).
IP Office telephone features
Hold Call Waiting