Deploying Avaya IP Office™ Platform IP500 V2
Page 47
15-601042 Issue 30j (18 May 2015)
IP Office™ Platform 9.1
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System Overview: IP Office Software Applications
1.15.4 Call Logging Applications
A wide range of 3rd -party applications exist to provide call logging and accounting for telephone systems. To support
these the IP Office provides an SMDR output.
·
SMDR Output
For IP Office Release 5.0 and higher, the IP Office control unit directly outputs SMDR records to a specified IP
address. This is configure using IP Office Manager.
1.15.5 Call Center Applications
The IP Office supports a number of contact center solutions.
·
IP Office Contact Center
This application suite supports a range of module allowing calls to be routed to agents based on a range of
factors.
·
Outbound Contact Express
As the name suggests, this product is focussed around making outbound calls to a targeted set of numbers and
then connecting answered calls to an agent. The IP Office system is supported as gateway for telephony services
to the product.
·
Avaya Contact Center Select
This is a large contact center solution for up to 250 agents.
1.15.6 CTI Applications
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TAPILink Pro
Using the same software as TAPILink Lite, TAPILink Pro provides all of the features and functionality of TAPILink
Lite, but additionally provides third party CTI operation. This means that a single server can control and monitor
any number of telephone devices. This requires entry of a CTI Link Pro license. TAPILink Pro also provides the
ability to monitor and control groups. This allows an application to be notified when a call enters a queue, and can
also redirect it to another location.
·
TAPI WAV driver
Provides software-based support for voice processing. Purchasing the CTI Link Pro RFA license key also enables 4
ports of voice processing; additional ports can be purchased in 4 port increments. The TAPI-WAV driver is for use
with TAPI 2.1 only; for TAPI 3.0, IP Office supports the Media Service Provider (MSP) interface, defined by
Microsoft in TAPI 3.0.
·
DevLink Pro
Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR (see below). The
real-time event stream takes the form of a call record, which is issued whenever the state of any endpoint of a call
changes (typically there are two endpoints on a call, but for some circumstances, such as conference calls,
intruded calls there may be more).