Park and Page returns in Avaya IP Office 9

By June 28, 2018 February 25th, 2019 No Comments

Park and Page has always been one of my favourite features to be included on communication technologies and although they were standard on older Nortel and BCM devices, it has something that eluded other products.

But we had some good news today here at Digitcom after discovering that Avaya have finally introduced the feature in their Avaya IP Office 9 release.

In their own take on the feature, park and page can be used in 3 different formats:

  • Handled manually as the initial recipient places it on hold, uses park and page to send call to the far end who then dials 101 to unpark and answer the call
  • Processed automatically through a recorded service that can place a call on hold and send a page without any human input
  • Can be handled across multiple sites that are managed on one server

Another addition to Office 9 is the support of two new modules that can support both Avaya IP systems and older Nortel products. Both the DS16B and the DS30B modules are designed to support both platforms but can only handle one type of phone at a time. Although this can be an inconvenience for some users, it does mean that firms using older systems will eventually be able to switch to Avaya’s new system at a time that suits them.

Since the introduction of the R8, one thing that I’ve found highly frustrating was that VPN technology was not supported on 96X1 phone systems. Thankfully, Avaya have addressed the issue in IP Office 9 and the partnership has been rekindled once again. It means that the 96X1 phones can now have VPN technology loaded directly onto their hardware and create a highly secure IP tunnel between the phone and the firewall. It eliminates the need for a secondary device to establish the connection which often proved to be unsuccessful or ineffective.

With more and more people using mobile phones for business, it’s not surprising that Avaya have given more focus to their One-X Mobile service. The biggest change is that the service is now able to act as an individual VoIP service allowing for clients to make calls over Wi-Fi and 3/4G networks at any time. Even if someone isn’t at their office, it means that they still be reached on their extension and allow for calls anywhere and anytime.

There have been several tweaks added to IP Office’s video capabilities which are mainly aimed at improving the software’s multi-conferencing needs. For starters, Flare is now able to work with the Radvision platform allowing for greater freedom when arranging a video conference on that platform. Alongside that, video moderators have been given much greater tools to help control and make a conference as effective as possible with several of their new controls including:

  • Adding participants to conversations either by using a dialpad or dragging them from a contacts list
  • Muting select areas of a conversation
  • Unlocking or locking the conference
  • Ability to switch to Lecture mode
  • Ending the call and managing the conference interface

Avaya’s growing popularity with contact centres has meant that the Server Edition of IP Office is now able to support up to 2000 users at any one time. This will allow the program to operate on its own in a virtual environment. If someone is able to only run their lines with SIP trunks, then that means the entire system can be hosted virtually without a physical connection within the office.

It’s been 8 years since we started working with Avaya and a lot has changed over this period of time. Avaya have certainly cut their services down into a more streamlined service and this is something that has been reflected in the R9 version of IP Office. The service can now cope with 2000 users at any given time and have brought in several new features that work in conjunction with wireless technology and working remotely. There is still work to be done especially as there is still no support for cloud networks but having seen the recent changes made to both IP Office and Aura, it seems that Avaya will certainly be ready for the digital switch in the very near future.

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