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Old 09-29-2010, 10:44 PM
kajenvmv kajenvmv is offline
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Default IP office additional clarifications.

Hi,

We are close to finish a deal with one of our customer, I need some additional information about IP office, Can you guys clarify this doubts ??


1 .Can we support a high availability deployment (active, standby) with IP office? If yes, do we need to buy all the licenses that were purchased for the primary box for the secondary box?

2. When we use Contact store for recording voice calls received by the Contact Center, what level for searching capability will we get? Will we be able to search for records by agent and by date? If you have any datasheets for the Contact store, could you share them with me?

3. If we require a CRM integration, where the agent will get a screen-pop with the customer information, do we only have to add the CTI license, or are there any additional licenses required?


Thank you in advance.

Cheers.
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  #2  
Old 09-30-2010, 12:34 PM
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wkirk wkirk is offline
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Smile SME Pre-Sales Technical Support Group

To speed up answers to questions about IP Office and any add-ons use:

Avaya's SME Pre-Sales Technical Support Group (PTSG) provides real time (telephone) technical support, providing answers to feature functionality questions for IP Office and PARTNER Advanced Communications System (ACS) including all peripherals relative to these products.

NOTE: For Avaya Partners not currently registered to use our services, please register for support at https://atac.avaya.com/BP_Reg.asp Please call 800-225-0266, prompt 7, with any questions.

E-mail support for all four communications systems via technictr@avaya.com. In the subject header field, please add one of the following keywords: IP Office or PARTNER, and your e-mail will be forwarded to the correct group.

You can reach the Pre-Sales Technical Support Group by dialing the Avaya Technology & Consulting Hotline number at 888-297-4700. The PTSG is staffed between the hours of 9:00 am to 1:00 pm and 2:00 pm to 6 pm Eastern Time, Monday through Friday (we are closed from 1:00 pm to 2:00 pm ET daily for meetings and a common break). Calls received outside of business hours, or during times that the group is engaged in meetings, will be routed to specific group mailboxes. It is our intention to return your call within 2 business hours.
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Old 09-30-2010, 12:42 PM
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kajenvmv SEE CAPS BELOW:

Quote:
Originally Posted by kajenvmv View Post
Hi,

We are close to finish a deal with one of our customer, I need some additional information about IP office, Can you guys clarify this doubts ??


1 .Can we support a high availability deployment (active, standby) with IP office? If yes, do we need to buy all the licenses that were purchased for the primary box for the secondary box? NOT ALL LICENSES NEED TO BE DUPLICATED, SEE THE IPO KB PRODUCT DESCRIPTION/PUBLIC AND PRIVEATE NETWORKING\SMALL COMMUNICATY NETWORKING\RESILIENT SCN.


http://marketingtools.avaya.com/know...networking.htm

2. When we use Contact store for recording voice calls received by the Contact Center, what level for searching capability will we get? Will we be able to search for records by agent and by date? If you have any datasheets for the Contact store, could you share them with me? SEE
http://marketingtools.avaya.com/know...ore/csuser.pdf.

3. If we require a CRM integration, where the agent will get a screen-pop with the customer information, do we only have to add the CTI license, or are there any additional licenses required? DEPENDS ON THE CRM APPLICATION. MOST NEED A 3RD PARTY CITPRO RFA AND A DEVCONNECT PARTNER TO WRITE A HOOK PROGRAM.


Thank you in advance.

Cheers.
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  #4  
Old 09-30-2010, 09:42 PM
kajenvmv kajenvmv is offline
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Hi Wkirk,

Thank you for your response. After going through the links you provide , I have a small idea about the licenses we need for backup system. Can you correct me,if something missing below?

Backup IP office
Licenses,
1. IP500 Voice Networking (4 Channels).
2. Advanced Edition.
Hardware,
1. Control unit version 2
2. VCM 32 card

Main systems contains,
1. Advanced edition with 50 customer agents and 5 supervisor (30 channel E1)
2. Contact store
3. CTI pro.

4. IP500 Voice Networking (4 channels) - For SCN .

Expecting your reply.

Thank you again.
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  #5  
Old 10-01-2010, 07:12 AM
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SEE RED NOTES BELOW.
Kirk

Quote:
Originally Posted by kajenvmv View Post
Hi Wkirk,

Thank you for your response. After going through the links you provide , I have a small idea about the licenses we need for backup system. Can you correct me,if something missing below?

Backup IP office Licenses,
1. IP500 Voice Networking (4 Channels).
2. Advanced Edition.
Preferred (VMPRO) for the same number of ports
Hardware,
1. Control unit version 2
2. VCM 32 card
How are you going to get calls? Trunks??

Main systems contains,
1. Advanced edition with 50 customer agents and 5 supervisor (30 channel E1)
2. Contact store
3. CTI pro.
4. IP500 Voice Networking (4 channels) - For SCN .
No Preferred (VMPRO)?
Trunks?

Expecting your reply.

Thank you again.
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  #6  
Old 10-03-2010, 08:14 PM
kajenvmv kajenvmv is offline
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Hi Wkirk,

We are using VMPRO as well but when we purchase Advanced edition , its includes preferred edition .

For PSTN we are using E1 PRI card and SIP. So, we need to purchase the E1 PRI card to backup system , as per my knowledge. What about SIP trunk license, do we need for backup system ?

And any other hardware or license we need for this scenario?

Thank you.
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