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Avaya IP Office Platform FeatureDescriptionRelease 11.1 FP2Issue 16February 2022
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IFYOU ARE ACCEPTING THE TERMS OF USE ON BEHALF ACOMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THATYOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESETERMS OF USE. 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BY INSTALLING, DOWNLOADING ORUSING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO,YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOMYOU ARE INSTALLING, DOWNLOADING OR USING THESOFTWARE (HEREINAFTER REFERRED TOINTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TOTHESE TERMS AND CONDITIONS AND CREATE A BINDINGCONTRACT BETWEEN YOU AND AVAYA INC. OR THEAPPLICABLE AVAYA AFFILIATE (“AVAYA”).Avaya grants You a license within the scope of the license typesdescribed below, with the exception of Heritage Nortel Software, forwhich the scope of the license is detailed below. Where the orderdocumentation does not expressly identify a license type, theapplicable license will be a Designated System License as set forthbelow in the Designated System(s) License (DS) section asapplicable. The applicable number of licenses and units of capacityfor which the license is granted will be one (1), unless a differentnumber of licenses or units of capacity is specified in thedocumentation or other materials available to You. “Software” meanscomputer programs in object code, provided by Avaya or an AvayaChannel Partner, whether as stand-alone products, pre-installed onhardware products, and any upgrades, updates, patches, bug fixes,or modified versions thereto. “Designated Processor” means a singlestand-alone computing device. “Server” means a set of DesignatedProcessors that hosts (physically or virtually) a software applicationto be accessed by multiple users. “Instance” means a single copy ofthe Software executing at a particular time: (i) on one physicalmachine; or (ii) on one deployed software virtual machine (“VM”) orsimilar deployment.License type(s)Designated System(s) License (DS). End User may install and useeach copy or an Instance of the Software only: 1) on a number ofDesignated Processors up to the number indicated in the order; or 2)up to the number of Instances of the Software as indicated in theorder, Documentation, or as authorized by Avaya in writing. Avayamay require the Designated Processor(s) to be identified in the orderby type, serial number, feature key, Instance, location or otherspecific designation, or to be provided by End User to Avaya throughelectronic means established by Avaya specifically for this purpose.Concurrent User License (CU). End User may install and use theSoftware on multiple Designated Processors or one or more Servers,so long as only the licensed number of Units are accessing and usingthe Software at any given time as indicated in the order,Documentation, or as authorized by Avaya in writing. A “Unit” meansthe unit on which Avaya, at its sole discretion, bases the pricing of itslicenses and can be, without limitation, an agent, port or user, an email or voice mail account in the name of a person or corporatefunction (e.g., webmaster or helpdesk), or a directory entry in theadministrative database utilized by the Software that permits oneuser to interface with the Software. Units may be linked to a specific,identified Server or an Instance of the Software.Cluster License (CL). End User may install and use each copy or anInstance of the Software only up to the number of Clusters asindicated on the order, Documentation, or as authorized by Avaya inwriting with a default of one (1) Cluster if not stated.
Enterprise License (EN). End User may install and use each copy oran Instance of the Software only for enterprise-wide use of anunlimited number of Instances of the Software as indicated on theorder, Documentation, or as authorized by Avaya in writing.Named User License (NU). End User may: (i) install and use eachcopy or Instance of the Software on a single Designated Processor orServer per authorized Named User (defined below); or (ii) install anduse each copy or Instance of the Software on a Server so long asonly authorized Named Users access and use the Software asindicated in the order, Documentation, or as authorized by Avaya inwriting. “Named User”, means a user or device that has beenexpressly authorized by Avaya to access and use the Software. AtAvaya’s sole discretion, a “Named User” may be, without limitation,designated by name, corporate function (e.g., webmaster orhelpdesk), an e-mail or voice mail account in the name of a person orcorporate function, or a directory entry in the administrative databaseutilized by the Software that permits one user to interface with theSoftware.Shrinkwrap License (SR). End User may install and use the Softwarein accordance with the terms and conditions of the applicable licenseagreements, such as “shrinkwrap” or “clickthrough” licenseaccompanying or applicable to the Software (“Shrinkwrap License”)as indicated in the order, Documentation, or as authorized by Avayain writing.Transaction License (TR). End User may use the Software up to thenumber of Transactions as specified during a specified time periodand as indicated in the order, Documentation, or as authorized byAvaya in writing. A “Transaction” means the unit by which Avaya, atits sole discretion, bases the pricing of its licensing and can be,without limitation, measured by the usage, access, interaction(between client/server or customer/organization), or operation of theSoftware within a specified time period (e.g. per hour, per day, permonth). Some examples of Transactions include but are not limited toeach greeting played/message waiting enabled, each personalizedpromotion (in any channel), each callback operation, each live agentor web chat session, each call routed or redirected (in any channel).End User may not exceed the number of Transactions withoutAvaya’s prior consent and payment of an additional fee.Heritage Nortel Software“Heritage Nortel Software” means the software that was acquired byAvaya as part of its purchase of the Nortel Enterprise SolutionsBusiness in December 2009. The Heritage Nortel Software is thesoftware contained within the list of Heritage Nortel Products locatedat https://support.avaya.com/LicenseInfo under the link “HeritageNortel Products” or such successor site as designated by Avaya. ForHeritage Nortel Software, Avaya grants Customer a license to useHeritage Nortel Software provided hereunder solely to the extent ofthe authorized activation or authorized usage level, solely for thepurpose specified in the Documentation, and solely as embedded in,for execution on, or for communication with Avaya equipment.Charges for Heritage Nortel Software may be based on extent ofactivation or use authorized as specified in an order or invoice.CopyrightExcept where expressly stated otherwise, no use should be made ofmaterials on this site, the Documentation, Software, Hosted Service,or hardware provided by Avaya. All content on this site, thedocumentation, Hosted Service, and the product provided by Avayaincluding the selection, arrangement and design of the content isowned either by Avaya or its licensors and is protected by copyrightand other intellectual property laws including the sui generis rightsrelating to the protection of databases. You may not modify, copy,reproduce, republish, upload, post, transmit or distribute in any wayany content, in whole or in part, including any code and softwareunless expressly authorized by Avaya. Unauthorized reproduction,transmission, dissemination, storage, and or use without the expresswritten consent of Avaya can be a criminal, as well as a civil offenseunder the applicable law.VirtualizationThe following applies if the product is deployed on a virtual machine.Each product has its own ordering code and license types. Unlessotherwise stated, each Instance of a product must be separatelylicensed and ordered. For example, if the end user customer orAvaya Channel Partner would like to install two Instances of thesame type of products, then two products of that type must beordered.Third Party Components“Third Party Components” mean certain software programs orportions thereof included in the Software or Hosted Service maycontain software (including open source software) distributed underthird party agreements (“Third Party Components”), which containterms regarding the rights to use certain portions of the Software(“Third Party Terms”). As required, information regarding distributedLinux OS source code (for those products that have distributed LinuxOS source code) and identifying the copyright holders of the ThirdParty Components and the Third Party Terms that apply is availablein the products, Documentation or on Avaya’s website at: https://support.avaya.com/Copyright or such successor site as designatedby Avaya. The open source software license terms provided as ThirdParty Terms are consistent with the license rights granted in theseSoftware License Terms, and may contain additional rights benefitingYou, such as modification and distribution of the open sourcesoftware. The Third Party Terms shall take precedence over theseSoftware License Terms, solely with respect to the applicable ThirdParty Components to the extent that these Software License Termsimpose greater restrictions on You than the applicable Third PartyTerms.The following applies only if the H.264 (AVC) codec is distributed withthe product. THIS PRODUCT IS LICENSED UNDER THE AVCPATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF ACONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVEREMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITHTHE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVCVIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN APERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEOPROVIDER LICENSED TO PROVIDE AVC VIDEO. 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THE H.264 (AVC) CODECIS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSEFOR THE PERSONAL USE OF A CONSUMER OR OTHER USESIN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I)ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD(“AVC VIDEO”) AND/OR (II) DECODE AVC VIDEO THAT WASENCODED BY A CONSUMER ENGAGED IN A PERSONALACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDERLICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTEDOR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONALINFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECSMAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM.Compliance with LawsYou acknowledge and agree that it is Your responsibility forcomplying with any applicable laws and regulations, including, but notlimited to laws and regulations related to call recording, data privacy,intellectual property, trade secret, fraud, and music performancerights, in the country or territory where the Avaya product is used.
Preventing Toll Fraud“Toll Fraud” is the unauthorized use of your telecommunicationssystem by an unauthorized party (for example, a person who is not acorporate employee, agent, subcontractor, or is not working on yourcompany's behalf). Be aware that there can be a risk of Toll Fraudassociated with your system and that, if Toll Fraud occurs, it canresult in substantial additional charges for your telecommunicationsservices.Avaya Toll Fraud interventionIf You suspect that You are being victimized by Toll Fraud and Youneed technical assistance or support, call Technical Service CenterToll Fraud Intervention Hotline at 1-800-643-2353 for the UnitedStates and Canada. For additional support telephone numbers, seethe Avaya Support website: https://support.avaya.com or suchsuccessor site as designated by Avaya.Security VulnerabilitiesInformation about Avaya’s security support policies can be found inthe Security Policies and Support section of https://support.avaya.com/security.Suspected Avaya product security vulnerabilities are handled per theAvaya Product Security Support Flow 515).TrademarksThe trademarks, logos and service marks (“Marks”) displayed in thissite, the Documentation, Hosted Service(s), and product(s) providedby Avaya are the registered or unregistered Marks of Avaya, itsaffiliates, its licensors, its suppliers, or other third parties. Users arenot permitted to use such Marks without prior written consent fromAvaya or such third party which may own the Mark. Nothingcontained in this site, the Documentation, Hosted Service(s) andproduct(s) should be construed as granting, by implication, estoppel,or otherwise, any license or right in and to the Marks without theexpress written permission of Avaya or the applicable third party.Avaya is a registered trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.Linux is the registered trademark of Linus Torvalds in the U.S. andother countries.
ContentsPart 1: Introduction. 10Chapter 1: Introduction. 11Purpose. 11Chapter 2: Avaya IP Office Platform overview. 12IP Office editions. 12Chapter 3: What new. 14What was new in IP Office R11.1. 14What was new in IP Office R11.1 Service Pack 1. 15What's new in IP Office R11.1 Feature Pack 1. 16What's new in IP Office R11.1 Feature Pack 2. 19Part 2: Features. 23Chapter 4: Basic Call Handling. 24Automatic Callback. 24Distinctive ringing. 24Call screening. 25Forwarding. 25Coverage to Operator. 26Follow Me. 26Forward Hunt Group. 26Forward On Busy. 27Forward On No Answer. 27Forward Unconditional. 27Unconditional Forward To Voicemail. 27Hold. 27Toggle Calls. 28Hold Call Waiting. 28Park. 28Personalized ringing. 29Tones. 29Transfer. 29Ring tone on transfer. 30Chapter 5: Advanced Call Handling. 31Absence text. 31Call recording. 32Call tagging. 33Call waiting. 33Coaching intrusion. 33Conferencing. 34February 2022Avaya IP Office Platform Feature DescriptionComments on this document? infodev@avaya.com5
ContentsConference Join. 35Dial On Pickup. 36Delayed Dial On Pickup. 36Do Not Disturb. 36Emergency 911 call. 37Hunt Group Enable/Disable. 37Inclusion. 37Off Hook Station. 37Pickup. 38User Privacy. 38Reclaim Call. 39Relay On/Off/Pulse. 39Restrict Network Interconnect. 39Chapter 6: Call administration features. 40Coverage to Operator. 40Dial Emergency. 40Dial plan. 41Direct Inward Dialing. 41Maximum call length. 41Paging. 42Transferable dial out privilege. 42Chapter 7: Contact center features. 43Account codes. 43Acquire Call. 44Hold music. 44Agent login. 45Monitor calls. 45Chapter 8: Outbound calling. 46Authorization codes. 46Call barring. 46Idle line preference. 47Override call barring. 47Private Call. 47Chapter 9: Inbound calling. 48Incoming call routing. 48Time profiles. 49Chapter 10: Hunt groups. 50Announcements. 50Assign Call On Agent Answer. 51Night Service and Out of Service modes. 51Overflow groups. 51Queuing. 52Queue threshold alert. 52February 2022Avaya IP Office Platform Feature DescriptionComments on this document? infodev@avaya.com6
ContentsVoicemail operation. 52Chapter 11: IP Telephony features. 53Auto-create extensions. 53Avaya cloud authorization. 53Direct media path. 54Early media and PRACK support. 54Fast start. 54Fax transport. 55Inbound call directory name display.
or web chat session, each call routed or redirected (in any channel). End User may not exceed the number of Transactions without Avaya's prior consent and payment of an additional fee. Heritage Nortel Software "Heritage Nortel Software" means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions
