Avaya INDex

INDex Solution and Platforms

INDeX is more than a conventional telephone system - it is an open architecture platform, capable of handling a wide range of voice, data and video conferencing requirements. Whether you are supporting call centres, video conferencing, voice and data networking, intranet access, computer telephony integration (CTI), voice over IP (IP Telephony), or other communications requirements, INDeX offers a truly converged solution to improve your business processes and enhance your customer service.

The INDeX Range - 100 to 1000

INDeX is available in five choices: the INDeX 100, 200, 400 or 1000. Each INDeX choice uses common modular components and has the same software feature set. This makes upgrades and system expansion simple and offers big system features to smaller system users. The INDeX 100 through to the 1000 supports a complete range of applications, and offers full networking capability. The five choices offer from 10 to 1,088 ports, giving you maximum choice in extending the functionality and capacity of the system you select.

Voice Networking

Voice Networking is a modular communications solution that allows your organisation to effectively connect all your employees. Voice Networking supports private networks, virtual private networks, voice compression and voice over IP. INDeX-Net further streamlines your business communication by enabling your network of INDeX telephone systems to behave as one single telephone system. The INDeX CT Server cassette includes an Ethernet connection, which allows all the applications on Voice Manager to be programmed on your PC network.

NOCpro Operators Console

Your contact center operator offers the first impression of your business to your customers and therefore becomes a critical component of your Customer Relationship Management. The Networked Operator Console (NOCpro) extends the options offered to your operator beyond the core requirements of call handling, and addresses the more sophisticated needs of business operator requirements. Because the NOCpro is based on Microsoft Windows software, it can be driven via dedicated keyboard keys or point and click mouse buttons. Used in conjunction with one of the INDeX terminals to provide headset and/or handset functionality, the NOCpro provides detailed information in a clear, simple format. And, since it runs on a standard PC - which can function within a Local Area Network (LAN) or as a standalone PC - it leverages your existing PC infrastructure.

Functional Attributes:

INDeX includes four Functional Attributes for enterprise support:

 • Voice Messaging
 • Contact Centers
 • Data Management
 • Computer Telephony Integration

Voice Messaging

INDeX voice messaging applications include Voice Manager, Voice Manager Lite and IVMpro.

Voice Manager
Designed for businesses of all sizes, INDeX Voice Manager supports a fully integrated range of voice applications. The voice mail function allows messages to be left 24 hours a day, and increases the accuracy of message delivery. Voice Manager employs Call Flow Manager, a robust call routing application that allows your system managers to operate routing systems easily and effectively. Call routing options such as Calling Line Identity and Direct Dialing Inward can greet and route callers directly to their required destinations. Automated Attendant routes calls automatically to individuals, departments or extension numbers, or may hold for operator assistance. Using Information Announcements, callers can either dial directly or be transferred to the required information announcement, freeing the operator for other calls.

Voice Manager Lite
Voice Manager Lite provides a cost effective voicemail option for INDeX 30 and INDeX 100 installations. IVM Lite functions include a personal voicemail box, group mailboxes, automated attendant and automatic announcements for calls in queue.

IVMpro
IVMpro is a new INDeX Voice Manager module that is designed for larger applications. Rack mounted, communication with the INDeX is achieved through E1V cassettes. There are three choices:
·         IVMpro 30
·         IVMpro 60
·         IVMpro 60R

Each of these choices will contain either one or two 30 port Dialogic Cards. The E1V cassette has 30 channels. The IVMpro 60R is offered with extra resilience in the form of Redundant Array Inexpensive Disks (RAID) level five.

Contact Centers

Contact Centers
Contact Centre Modules (CCMs) are designed to be scalable and cost effective, allowing you to select the modules that best fit your unique business environment. The modules are designed to allow you to effectively manage your Customer Facing Departments (CFDs) and provide outstanding telephone customer service. INDeX contact centre applications include Call Centre Manager, Call Centre View, Call Centre Services, Interaction Manager, Wallboard Manager, and Report Manager

Call Centre Manager and Call Centre View
Call Centre Manager is a suite of tightly integrated Call Centre Modules installed on an INDeX Server PC platform. Call Centre View is designed to manage your contact centre staff. It can support a CFD of just a few agents, as well as large, dedicated contact centre systems. This real-time management information system provides a graphical, configurable presentation of internal and external real-time management information - on your desktop PC.

Call Centre Services
When callers are placed on hold, Queue Management offers them information on their status by position in queue and/or estimated time to answer. Actions such as speak queue position, estimated time to answer and current answer rate can be added or removed through a Microsoft Windows graphical user interface. Queue Management can offer callers alternatives based on their estimated time to answer. Agent Assist can automatically 'interview' callers using a structured series of questions - allowing agents to deal with more complicated calls. Questions can be specific to individual departments, advertisement campaigns, brochure request lines or any other function, and can obtain specific information based on speech or telephone keypad input. The Voice Recording Services and Digital Recorder modules can record telephone conversations based upon a customizable set of rules. Using a graphical user interface, system managers can record calls from any PC on the LAN. Calls can be recorded using a customized set of criteria or by a random percentage sample of calls to a particular call recording plan. Integrated Messaging Services allows easier management and prioritization of email and voice mail messages through one inbox. You can listen to your voice mail messages either through the PC speakers, an associated desktop 20 series terminal or your home or mobile phone.

Interaction Manager
Interaction Manager allows you to interact with your customers through whichever media they choose: telephone, email, chat or Web Callback - all through a single interface. Interaction Manager displays the customer record and information onto the customer service representative's (CSR) PC screen, allowing the CSR to review purchasing patterns, contact history and many other elements of the customer profile.  

Wallboard, PC Wallboard, and Wallboard Manager
Wallboard Manager enables a variety of messages to be displayed on INDeX Wallboards. Managers and staff can monitor - in real time - the service being provided to customers and can react immediately to fluctuating call traffic levels. Wallboards provide information on statistics such as number of calls waiting, response times and service level. The PC Wallboard delivers traditional wallboard functionality to manager and agents' desktops, and has the additional benefit of allowing them to configure and monitor a personalised view of the contact centre.  

Report Manager and Report Distributor
Report Manager provides in-depth historical reporting on your contact centre activity. Report Manager creates reports on internal and external call information, as well as agent activity. Report Distributor allows your reports to be exported in a wide range of industry standard formats, including HTML - allowing them to be combined with data from other sources and used to generate reports on all elements within the contact center.

Data Management

The INDeX scalable, modular data applications can allow you to start with simple dial-up Internet access and move on to Web Hosting, Remote LAN Access and LAN-to-LAN interconnects as your business evolves. Management Console provides your data manager with a simple, Microsoft Windows software-based interface for modifying database elements that require regular attention. The integrated help files and wizard make adding new users, group details and speed dials a simple process. The List Export facility allows you to create hard copies of current configurations and directories.

Computer Telephony Integration

Computer Telephony Integration bridges the gap between your company's telephone functions and IP-enabled business applications. INDeX CT Integrator - the middle layer between your computer system and telephone switch - makes it easy for the software developer, application programmer or systems integrator to use. CT Components delivers screen popping, which can speed caller identification.

Call Centre Manager

Call Centre Manager is a pre-packaged suite of fully integrated modules that runs on the Microsoft Windows NT 4 software platform and shares a common database with INDeX. It is designed to provide a tightly integrated real-time and historic reporting package and wallboard support for the INDeX range of telephone systems. This solution suite allows you to improve service and manage your call centre effectively.

Call Centre Manager has a single point of configuration, making it easier to use and update than traditional call centre management tools. In addition to ease of configuration, increased accuracy is supported through the single configuration database held on INDeX. The suite of pre-packaged modules consists of INDeX Call Centre View, INDeX Wallboard Manager, INDeX Report Manager and INDeX Networked Administrator.

Call Centre Modules

INDeX Call Centre Modules are scalable and cost effective, allowing you to support departments from as few as five telephone staff, to fully featured call centres with up to 400 agents - all using the same underlying technology with full investment protection. Although Call Centre Modules are supplied on pre-configured hardware platforms, they can, subject to meeting required specifications, be configured on your own PC. There are two types of hardware platform, differing by issues such as number of agents, call traffic levels, number of supervisors and the retention period for historic data. The Call Centre Module servers are fully pre-configured with all applications and the necessary hardware to support wallboards and remote access for maintenance and diagnostics.

Call Centre Modules are based on industry standards, using the Microsoft Windows NT 4 operating system and Microsoft SQL technology. Openness and data export are achieved through standard SQL tools and ODBC drivers, as well as a Report Designer module. While other INDeX applications provide real-time contact centre information, Call Centre Modules employ a powerful schedule of pre-created and custom reports to derive the historic reports your business needs.

Call Centre View  

Call Centre View has been designed to improve efficiency and reduce the workload of your call centre supervisor by the use of exception handling and reporting. After configuring Call Centre View to recognize up to 16 exceptions to normal call centre standards, the supervisor can automatically be informed if an exception occurs. With this solution, you can let the management information system do the work and only inform you when a problem has or is about to occur - freeing you to continue with other, more productive activities.

INDeX Call Centre View operates from the INDeX database, eliminating the need to create a duplicate database as a reporting base. Less system management is required and the management information system will always accurately reflect the INDeX and agents' activity.

Computer Telephony Components

CT Components are a set of tools and applications that enable Computer Telephony Integration (CTI)—the integration of your telephone and computer systems. They take the burden out of traditional CTI deployment by delivering 'ready to go' applications that work effectively with your existing PC applications. CT Components can be installed in hours and deployed across your entire organisation in minutes. In addition, they include drivers for the leading Microsoft Windows desktop contact management software packages - allowing you to leverage your existing IT investments and ease the process of training your staff.

Computer Telephony Integrator

CT Integrator is a gateway to INDeX that provides a broad range of programming languages to your business application, facilitating the connection to INDeX. These languages are designed to appeal to different skill and application complexity levels. Some languages only require the installation of the INDeX CT Integrator server software. Other programming languages (those that work best from an individual desktop) require the installation of the CT Integrator desktop software on each user's PC. The CT Integrator is loaded on a Microsoft Windows NT 4 software platform, enabling a logical, server-based connection to the INDeX.

CSTA-1 Interface

Using the configuration of the Enhanced licence on INDeX, CSTA-1 Interface provides:

• Switching Function Services
• Switching Function Events
• Bi-directional Services
• Status Reporting Services
• Switching Event Cause Values
• Switching Function Errors
• CSTA Data Types

Digital Recorder

INDeX Digital Recorder allows you to record, for regulatory or legal reasons, conversations—either a selected portion or the entire conversation—on your INDeX platform. Scalable from four concurrent recording channels up to 16 channels per unit, the system is ideal for small, medium and informal call centers. Through computer telephony integration to the INDeX platform, messages are stored with all known information such as Calling Line ID, answering extension, trunk number, number dialed and time of day. The INDeX Digital Recorder is designed to help ensure that messages can be safely recorded and easily retrieved.

INDeX Range

INDeX Range has been designed so that the smallest system has the same software feature-set as the largest. The ability to add more ports and functionality is built-in from the start so you can tailor the system to your company's evolving communications needs. Furthermore, Avaya is committed to helping ensure that new developments and technologies will be designed to be compatible with current INDeX platforms. All INDeX systems support a complete range of applications and offer full networking capability. The five options offer from 10 to 1,088 ports, giving you maximum choice in extending the functionality and capacity of the system you select:

• INDeX 100-S can accommodate the CPU and up to three cassettes.
• INDeX 200 supports up to seven cassettes.
• INDeX 400 can support two cabinets and up to 13 cassettes.
• An upgrade to the INDeX 1000 simply requires the software for CPU 1000—this will support up to five cabinets that can be optionally rack mounted.

Integrated Messaging System

Management Console

Management Console is a Microsoft Windows software-based tool that allows you to manage INDeX using a simple interface for modifying database elements that require regular attention. The three key areas are:

• User details—allowing access to all areas of a user's parameters, from the class of service through to the configuration of the users DSS keys.
• Group details— making the modification of trunk and user groups very simple. For example a call centre supervisor may wish to move users from one terminal group to another in order to deal with an increase in calls to a particular campaign.
• System Speed Dials—a simple interface in which the modification of the 1,800 system speed dials is made very easy.

The console has integrated help files providing guidance to new users, and the integrated wizard makes adding new users and speed dials a very simple process—the console automatically displays the available directory numbers. For more complex configuration, you can simply highlight the site name that requires changes and launch a Telnet session providing access to every area of configuration. Management Console's 'list export' facility allows your IT manager to easily create hard copies of current configurations and up to date directories.

NOCpro Operators Console

Network Operator Console (NOCpro) offers all the functionality of a standard operator console with the added benefits of a PC-based Busy Lamp Field (BLF) and email integrated messaging facility. NOCpro's features include:

• Comprehensive Dial Ahead - providing extension status information such as free, diverting and busy. Changes in colour are used to indicate the status of an extension.
• Selective Answering - the NOCpro has seven call queues, and allows the operator to selectively answer calls in order of priority—not simply in order of longest waiting.
• Wait Timer - the graphical display clearly shows the number of calls waiting as well as the queuing time. A visual alert can be customised to advise of calls waiting longer than a pre-set threshold.
• Busy Lamp Field - provides a clear view of the status of 100 users on the INDeX.
• Point and Click - the operator is able to dial and transfer calls by simple mouse clicks on the BLF, which can save time and reduce errors.

NOCpro lets you retrieve routed calls that have not been answered, page and/or leave a message for a called party, and monitor all extensions and groups using graphical updates in real time.

Report Distributor

Report Distributor complements the INDeX Report Manager by enabling the contact centre to have increased flexibility in the presentation of contact centre reports. Data can be analyzed in detail and combined with data from other sources to generate reports on all elements within the contact centre. For example, in addition to the number of calls an agent received, the report could also review the amount of revenue those calls generated. By adding Report Distributor's 'Alerters' feature to report fields, exceptions to standard information can be highlighted by changing the font type and colour, or by adding text to the field. Conditions can be added to the scheduling of reports so that they are only generated when an exception occurs.

Report Distributor is a key component of an eBusiness solution, enabling detailed reports to be exported into an eBusiness environment. It provides the contact centre manager with the technology to save reports in HTML and then post those reports onto a web server. This enables co-workers or external users, such as business partners or customers, to view the performance of the contact centre with a browser or download the report for full analysis.

Report Manager

Report Manager provides a set of standard report templates that can be customized to focus on date range, group, shift or other variables, in order to generate reports about call centre activity. It offers detailed analysis of activity, allowing you to spot trends, improve staff performance and customer response times and ultimately, increase productivity.

The Report Manager is supported by a client server architecture with two components: the Report Server and the Report Client. The Report Server comprises the central storage of call centre data. The Report Client allows this data to be accessed across the LAN. The Report Manager includes the Report Server and one Report Client licence. Additional Report Client licences may be purchased for larger call centres with multiple supervisors.

20 Series Terminals

INDeX supports a wide range of dedicated digital and analogue telephones:

• Display Telephones - The 2030 and 2050 are display terminals featuring a large Liquid Crystal Display (LCD) divided into two sections. The top section provides two windows for calling and called information, the lower section displays 2x16 character display lines of text.
• 2060 - The 2060 incorporates all the functionality of the 2050, with the added benefit of first-party computer telephony integration support, allowing you to dial from your desktop PC using database and preview dialing applications. The 2060 includes menu-driven intuitive displays, on-hook dialing, hands free operation, DSS/BLF with a large LCD and access to visual voice mail. The context sensitive display allows you to access all the advanced features of the INDeX communications platform by following the intuitive menu-driven options.
• Standard Telephone - The 2010 is the INDeX standard handset and is suitable for a variety of applications where a simpler telephone is required—large PABX applications, reception/courtesy terminals and warehouse/laboratory environments.
• Two Wire Extensions - INDeX supports a wide range of standard two wire telephones (POTs) or devices, such as facsimiles or modems. The system can support message waiting on standard POTs, MF signaling, Time Break Recall (TBR) and baud rates up to 28.8K/bit.
• The INDeX analogue telephone offering is called the 20AT. To complement the INDeX range of 20 Series, the 20AT has the same styling as the 2010. The 20AT has been designed specifically for use as an analogue telephone in the business environment.
• Turret Terminal - The 20CC is a dedicated turret terminal for call centre applications. It provides all the functionality of the 20 Series handset equivalents plus additional specific call centre features, such as:
• Log On/Log Off registers each agent's shift duration
• Busy Wrap Up and Busy Not Available monitors the exact duration of agent's time on and off the system
• Context sensitive functions are displayed on the LCD and activated by pressing the appropriate soft-keys
• View allows agents to scroll through real-time information such as number of calls waiting, longest waiting calls—delivering a virtual wallboard to the agents' desktop
• Calls Waiting displays the number of calls waiting
• Waiting Time displays the time the longest waiting call has been waiting
• Time displays the current time of day unless on an external call when the duration of the call is shown
• Call Waiting From identifies the line number and name of the longest waiting call
• Send allows agents to send text messages to the supervisor

• The 20CC features Busy Lamp Field (BLF) displays, which can provide immediate visual reference to a team leader of the call status of agents in their group, or of the status of groups of agents, individual or groups of lines.

  Headsets - INDeX supports a range of headsets that are compatible with all the 20 Series terminals. Users have the option of directly connected headsets or headsets with a Multi Purpose Amplifier (MPA) unit.

Voice Manager

Voice Manager is a platform for a wide range of voice processing solutions. More than just voice mail or personalised answer-phone functionality, Voice Manager is able to deliver advanced functionality when integrated to a company's telephone and business processes. INDeX Voice Manager offers:

• Voice Mail provides the important link that permits messages to be left at the convenience of the speaker and retrieved at the convenience of the recipient under the effective guidance of message notification.
• Voice System Administration makes the configuration of Voice Manger a simple task. Using Windows Client applications that may be run from any PC running Microsoft Windows 95 or Windows NT software, your own system manager can connect to the LAN interface provided on the INDeX CT Server Cassette.
• The ability to easily and rapidly create and modify call flow from simple announcements to multiple single digit tone menus is the key strength of Call Flow Manager (CFM). All calls answered by CFM can run a unique service associated with the dialed number. CFM provides for call routing, customized greetings and conditions, the ability to preview messages, and the ability to integrate voice services with your call centre functions. The Audiotex feature provides pre-recorded information by voice announcements and voice menus 24 hours a day. Automated Attendant provides support for your call centre agents by answering and routing calls, offering automated options to callers and providing professional and consistent voice service—24 hours a day, 365 days a year.
• Call Centre Services allow real-time reporting of staff activity, wallboards for visual display of statistical information and powerful historic reporting tools against which campaign success and service level metrics measurements may be made. Call Centre Services include:
• Queue Management - Allows waiting callers to be informed of their queue position, estimated time to answer and any other relevant information.
• Recording Services - can be used to record telephone conversations based upon a customisable set of rules.
• Agent Assist - Allows a caller to be asked a series of questions in the style of an interview where the answers are recorded and provided for transcription to agents. This is particularly valuable in bulk message-taking environments such as brochure order lines, as the interview style helps to ensure complete, concise and accurate responses.

Wallboard Manager

INDeX Wallboards provide real-time information that allows managers and staff to monitor the service being provided to their customers. Wallboards, and Wallboard Manager, are an invaluable source of information in the call centre. In addition to statistics—including the number of calls waiting, response times and service level—general information can be displayed to motivate staff to meet service level targets. Wallboard Manager has been designed with flexibility in mind and can be installed on your existing local area network—with or without the INDeX Voice Manager application

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