Avaya one-X Portal for IP Office

Avaya one-X Portal for IP Office provides users control of their telephone from a networked PC.

Use this application with any extension; analog, digital or any IP telephone, wired or wireless, that is available as part of the Office Worker, Power User or Teleworker user licenses.

Avaya one-X Portal for IP Office is a server-based application that the user accesses via web browser.

For Telecommuter mode, One-X applications require answer supervision and disconnect detection for proper functioning. As a result, the one-X applications will not work with trunks that do not support answer supervision and disconnect detection.


one-X applications function on trunk types such as PRI, BRI, and SIP, however, they will not function on E1R2, T1 RBS and analog loop start trunks.

System administrators can control if Avaya one-X® Portal for IP Office can be accessed over a secure protocol only, recommended for hosted deployments to provide “secure only” access. The other option is to allow users to access the client over a secure and unsecure protocol (HTTP/HTTPS). The client application forces users to change their passwords and voicemail passcodes to meet the complexity settings configured by the administrator.

Through gadgets, Avaya one-X Portal for IP Office provides the following features:

  • • Call information
  • • Call and conference control
  • • Presence and instant messaging notifications, monitoring and archiving
  • • Contact import and export
  • • XMPP groups displayed in the System Directory tab
  • • Dial to user’s own bridge and invite other users to join
  • • Conference call and other meeting scheduling including port reservations, email support and automatic report creation — available within the Outlook interface
  • • One-click web conferencing hosting and single sign-on joining web conferences as a participant

Avaya IP Office – one-X Mobile

Avaya one-X Mobile is an application that mobile users use to connect to IP Office.

Avaya one-X Mobile works in call-back telephony mode. For example, when a user initiates a call from the client, IP Office initiates a call to the caller’s mobile device and then dials the destination. This mode offers cost savings to users in countries where incoming voice calls are free or for users who have a cheaper unlimited voice plan as compared with a data plan.

The one-X Mobile Preferred mobility client also works in Voice over IP (VoIP) mode. In the VoIP mode, the client makes calls over Wi-Fi/3G/4G data networks. The client, using its underlying SIP stack, registers with IP Office over the data network and functions as an office extension. Users in countries where incoming calls are charged will see a significant cost savings in the VoIP mode especially when on Wi-Fi networks.

The availability of both call-back and VoIP modes on the mobility client will enable users to toggle between the modes based on their network connections. This will empower end-users to make a choice of the appropriate mode based on their voice and data plan as well as the availability and quality of their data connection (WiFi/3G/4G).

For example,

  • • The user can choose the call-back mode when he or she doesn’t have Wi-Fi access and the

• 3G data connection is not providing good quality for voice.

  • • The user can choose the VoIP mode when he or she has access to a mobile hotspot where a

• Wi-Fi data connection is available or when the 3G or 4G data connection is good.

One one-X Mobile Preferred mobility client supports VoIP mode on both iOS and Android devices.

VoIP mode is available with the Power User profile.

Users with Mobile Worker profiles can only use call-back mode.

VoIP mode does not require an IP endpoint license.

The following features are available:

  • • Ring-tone selection
  • • High bandwidth or narrowband codec selection based on the network connection available
  • • Bluetooth headset audio control on VoIP calls
  • • Conference screen
  • • Contact phone number selection
  • • Voicemail priority indicator
  • • Swipe support for instant messaging on home screen
  • • Group action support
  • • Emoticons
  • • CLID lookup in contacts for calls
  • • Send voicemail as WAV in email
  • • Enable or disable mobile twinning (simultaneous ring)
  • • Enable or disable DND (send all calls)
  • • Call log combined with voicemails in the event history
  • • Call monitoring to see and interact with all calls
  • • VoIP mode dial plan
  • • Transfer calls as a third-party call controller (3PCC)

Avaya IP Office Conferencing

Users can place calls on hold and create a conference using either the telephone or desktop applications. Additional conference members may be added, however a single conference may not have more than 64 members (with IP500 V2 only and more on Server Edition).

For ad-hoc conferencing, the system requires as many digital trunks/VoIP channels as external participants (as well as Preferred Edition License for Meet-Me conferencing).

The system supports 128 conferencing channels on the IP500 V2, allowing multiple conferences of any size from 3 to 64 parties. The system support 42 3-party conferences, 2 64-party conferences or any combination in between. Meet-Me capabilities require a Preferred Edition License for direct dial into a conference bridge with PIN code security.

In a Small Community Network (SCN), only one centralized Preferred Edition license is required to host Meet-Me conferences at any of the sites. Conference IDs are also shared across the SCN sites.

To initiate a meet-me conference, users dial the direct number allocated to the conference bridge, type in the PIN (requires Preferred Edition License and Voicemail Pro) if required.

For ad-hoc conferences with a few participants, users can easily set up immediate conferences by calling all parties and bringing them to the conference bridge.

With Avaya one-X Portal for IP Office, the originator of the conference can keep control: the Caller ID number (and the associated name if recognized) of each participant is displayed. If required, they can selectively hang-up a specific participant. The system plays a single beep on entry and a double beep on exit. The owner of the conference may use their extension number as the conference ID. The owner of the conference has control of the conference with the ability to mute and drop calls of participants. All participants will hear the system Music on Hold (MOH) until the owner joins, and will hear MOH when the owner drops. Note that any internal party has the option to view and drop participants (not just the conference originator).

Users can record a personalized greeting for a conference (requires Preferred Edition License and Voicemail Pro).

Users can record the conference using Avaya one-X Portal for IP Office, digital or IP display phone or a short code (requires Preferred Edition and Voicemail Pro). To prevent unauthorized access to the conference bridge, PIN codes, Caller ID number screening as well as time and date profiles can be set-up using Voicemail Pro. One user can manage the conferencing bridge facility from any location.

Conferencing has the following restrictions:

  • Only two calls connecting through analog trunks are permitted in any single conference.
  • Each external caller requires a digital trunk/VoIP channel (for example 1 T1 allows 23/24 external parties, 1 E1 allows 30 parties and a fully licensed VCM-64 allows 64 parties).
  • There are no limits on the mix of internal and external calls in conference, but if all internal participants disconnect from the conference bridge, the external participants can be disconnected automatically by the system for added security (configurable system setting).
  • System features such as call intrusion, call recording and silent monitoring all use conference resources, as does automatic recording if enabled. When any of these features are active the number of slots available for conference parties is reduced. For example, a conference call between 3 parties and being recorded will use 4 conference slots.


Meet-Me conferencing

Meet-Me conferencing enables multiple callers to talk in an audio conference. Callers can be on-site personnel as well as external parties whether field-based engineers, sales staff on the road, customers or suppliers. Conference calls can be planned in advance or established ad-hoc as and when required.

Avaya IP Office SoftConsole

SoftConsole is the PC-based Windows receptionist application for IP Office. It can be purchased with the Receptionist user license.

SoftConsole provides enterprise receptionists and operators with call information and call actions to simplify call handling and instant messaging.

With SoftConsole, users see the status of other users and adjust basic telephony settings of other users, such as forwarding numbers.

Avaya recommends using phones that support Auto Answer. Users can use instant messaging features provided by Avaya one-X Portal, if available.

WebSocket communication allows SoftConsole clients to communicate with IP Office and Avaya one-X® Portal. The WebSocket protocol is bidirectional between the client and the server. As the communication is done over port 80 or 443 (same port used for HTTP), there are no issues with firewall traversal. In a hosted environment, WebSocket communication provides security.

SoftConsole can be minimized in the Windows system tray when not in use, but will pop up on the screen when a call is received. Sound and media files can be associated with calls. If this feature is used, the PC requires a sound card and speakers.

SoftConsole supports the following features:

  • Answering calls
  • Making outgoing calls
  • Supervised and unsupervised transfers
  • Transfer calls to voicemail
  • Hold and park calls
  • Monitoring queues and answering queue calls
  • Using and viewing conference rooms
  • Conferencing held calls
  • Adding users to a conference
  • Adding text to a call
  • Door release
  • Intrude
  • Sending text messages
  • Paging
  • Recording calls
  • Sending email
  • Using dial pad
  • Multiple language support, users can select language

Maximum of 4 SoftConole (Receptionist) Licenses per IP500V2

Items No Longer Supported on Avaya IP Office in R9.1

The following items are No Longer Supported in IP Office:

  • IP500 (V1) Control Unit
  • IP400 (all 4xx) Control Units including expansion modules and plug-in modules on the Legacy Carrier Cards.
  • IP400 DS16 and DS30 expansion modules
  • Analog Trunk 16 expansion module (ATM16)
  • Customer Call Reporter (CCR)
  • Advanced Edition
  • IP Office Video Softphone on Windows for new installations (Avaya recommends using Avaya Communicator). Older versions of the Mac Softphone and Windows Softphone will not be distributed by Avaya, however customers can still use them after upgrading.

Avaya IP Office – Platform Overview

The Avaya IP Office™ Platform is a cost-effective telephony system that supports a mobile, distributed workforce with voice and video on virtually any device.

IP Office is an integrated, modular communications solution that scales up to 2500 extensions and 150 sites (3000 users with Select R9.1.2 FP) in a multisite network with resiliency.

Match a deployment model to infrastructure needs from simple appliances to virtualized software in a data center with options in between.

The solution combines collaboration software plus multichannel contact centers, networking, security and video.

IP Office provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP telephony with trunk support, used in either mode or both concurrently.

IP Office has data capabilities built-in, providing IP routing, switching and firewall protection, between LAN and WAN.

In addition to basic telephony services and voicemail, IP Office offers both hard phone and soft phone options. Soft phone applications are designed to provide flexibility for remote workers and to allow workers to access telephony services, such as making and receiving calls, voicemail, and call forwarding from their computer or mobile device.

Avaya IP Office – Editions

IP Office offers advanced features such as audio and video conferencing and voice over IP to meet the evolving needs of small, medium, and large enterprises.

IP Office is available in many deployment models based on the size of the enterprise and the features required using one or all the following elements:

  • • IP Office 500 V2 Control Unit
  • • Dedicated Server
  • • Virtualized IP Office software running in a virtual machine

Essential Edition

Platform: IP500V2

Business Size: 2 – 100 Users

Preferred Edition

Platform: IP500V2

Business Size: 21 – 250 Users

Server Edition

Platform: Linux Server, IP500 V2 and Linux Expansion

Business Size: 100 – 2,000 Users

Server Edition Select

Platform: Linux Server, IP500 V2 and Linux Expansion

Business Size: 100 – 3,000 Users

Avaya IP Office R9.1 does NOT Support Customer Call Reporter CCR

Advanced Edition and Customer Call Reporter (CCR) are NOT supported on Avaya IP Office R9.1 systems

Existing Advanced Edition customers will need to migrate from CCR to IP Office Contact Center (IPOCC) or a 3rd-Party solution prior to upgrading to IP Office R9.1.

CCR will only be supported on IP Office R9.0.x systems based on Avaya’s lifecycle support policy.

Avaya IP Office R9.1 Preferred Edition will come with VM Pro database and Visual Basic Scripting (these were previously part of Advanced Edition). Text to Speech (TTS) and Contact Store will only be available to be ordered separately.

Someone upgrading from R9.0 to 9.1, who had Advanced Edition licensed on their R9.0 system, will continue to have the 8 ports of TTS and Contact Recorder enabled on their 9.1 upgraded systems. These features were previously part of Advanced Edition.


IP Office Release 9.1 Facts

Customers can migrate to R9.1 by purchasing an upgrade license or under the terms of their IP Office Support Services (IPOSS) support contract, as applicable.

Customers migrating to R9.1 will be required to have an IP500 V2 control unit or supported servers with Server Edition.

IP500 base cards, trunk cards and expansion modules are supported with IP500 V2 control unit and may migrate to the V2 control unit.

Licenses will require a dongle swap to move from the IP500 key card to the IP500 V2 SD card.

Release 9.1 will not be supported on IP500 V1 (version 1) or IP 400 Control Units

As new features requiring greater processing power and memory are added to the IP Office applications family, the ability of older control units to support these features decline.

The IP500 V1 control unit will NOT be supported to run R9.1 software.

Customers looking to migrate from older control units will be required to replace the control unit by purchasing an IP500 V2 control unit.

IP500 base cards, station and trunk cards will migrate to the IP500 V2 CU.

IP400 hardware will be NOT be supported with Release 9.1 and above

This includes IP400 series internal cards, expansion modules and trunk cards listed below.

The recommendation is to migrate customers to the supported IP500 V2 control unit hardware and IP500 base cards, trunk cards and expansion modules.

Ability to maintain and support the IP400 series of hardware has reached end of effective life and supporting these products is becoming difficult and costly for business partners and Avaya

Low Voltage Wiring

Efficient Communication Solutions, Inc. (ECS) is Your Dedicated Low-Voltage Wiring Contractor.

Increase the performance of your data network, audio/video products and telephony network with properly installed low-voltage wiring. ECS offers installation solutions for all your low-voltage wiring needs including Ethernet cable, coax cable, telephone wiring or audio/video wiring.

We are an experienced service team that can provide consulting and installation services for your low-voltage wiring project. In addition, we can provide ongoing guidance in running your data network and audio/video systems smoothly to expedite return on investment. With a professional technician base, we deliver cost effective solutions and efficient installation.

ECS has:

  • • Years of experience and professional background to ensure the smooth operation of your data network. You can leverage our extensive low-voltage wiring experience that we have gained from other installations.
  • • extensive experience in design, planning and installation of low-voltage wiring and cabling, as well as a good understanding of the regulations, codes and standards for low-voltage wiring installation.
  • • the appropriate tools, materials and skills to undertake your low-voltage wiring project and deliver the installation quickly and efficiently.
  • • Up-to-date expertise in related areas including video conferencing, VoIP installation and computer/data networking,
  • • Troubleshooting expertise to keep your network running smoothly

ECS provides competitive advantages to your business by delivering advanced low-voltage wiring installation services. We make sure that your data network meets your business demands, regarding reliability, security and scalability.

ECS can help you achieve your low-voltage wiring and network objectives with extensive knowledge and expertise in voice and data equipment, voice and data cabling, on-site maintenance and service solutions.

Some of our Solution areas are:

  • • Low Voltage Wiring
  • • Copper
  • • Fiber
  • • Coax
  • • Voice, Data & Video
  • • Disaster Recovery
  • • Business Continuity
  • • Telephony Carrier Services
  • • Internet Carrier Services
  • • Data Carrier Services
  • • WiFi/Wireless networks