Avaya’s hardware and software platforms provide voice and data network architectures to enhance your agent’s telephone communications with the ability to tie in remote sites. These high quality servers provide intelligent quality call routing in a centralized environment. Hardware and software cost is an important factor in a multi site environments architecture.

Data and VoIP Convergence

Avaya hardware and Avaya software allow to built voice and data communication network architecturetions answering efficiently to phone communications distribution to agents, without number of agents, deployement, and distance constraints. The spectacular increase of the power of treatment of Avaya servers and he generalization of IP hight flow networks with Quality of service, authorize the conception of architecture Avaya with centralized intelligence. In Avaya multi-sites configurations, harwdware and software Avaya ressources mutualization Avaya is a very important economy factor.
The Avaya MultiVantage® software suite integrates all types of multimedia applications (Video, voice and data) directly on your IP network using simple interactive management tools. The Avaya voice and data convergence provides an added value to companies and clients with solid and effective solutions: unified messaging, online collaboration and internet connectivity between contact centers (Internet Contact Centers).

The Avaya platform capacity consists of 300 000 calls per hour
and up to 36 000 interconnected stations with 12 000 on IP Avaya.

Voice quality is an essential element, guaranteed by Avaya Multi Vantage deployed infrastructures that support all standard QoS (Quality of Service). The quality of service provides a priority to the voice rather then other traffic on the LAN/WAN network. The primary QoS management standards are integrated to the Avaya solution:
- DiffServ : IP Priority
- 802.1p/Q : Ethernet priority / VLAN
- RSVP : Reserves bandwidth on the IP network

Predictive Dialer Eagle: the predictive dialer powerful algorithm Hermes Eagle offers a perform management in order to optimize your outbound campaigns. Innovative, the predictive dialer increases up to 70% your productivity. The Predictive Dialer Hermes Eagle succeeds with less than 2% of retention calls to establish a communicaiton with an agent in less than 5 seconds ! Mono or multi-sites, the VoIP predictive dialer Software Hermes Eagle has a length beforehand... Homeshoring and Video Call are in your reach. The predictive dialer was thought to improve the working comfort in one objective: the Performance! Predictive Dialer Avaya

Fiabiity and Reliability

Avaya architectures are primarily designed for high reliability, aligned with separate redundant servers.
Each component is duplicated for maximum redundancy: servers, UPS, modems, switches and IPSI. This infrastructure id perfectly mirrored allowing the systems to provide automatic load balancing and redundancy for voice and data to eliminate any service interruptions. System downtime costs you money and productivity. If your solution can't route calls to you, your clients can't get through to place orders or request support. Sometimes you'll just lose an order, but sometimes you'll lose customers permanently. Many cheap phone systems (both hardware and hosted) are built with little or no plan for fault tolerance. If any component of the system fails, you're out of business. Customers get busy signals or dead lines when they try to contact you.
The Avaya system incorporates full redundancy with automatic failover throughout the system to assure minimum downtime. When we have a component failure, that part of the system is automatically isolated and removed from use, and calls are instantly rolled over to working equipment.

The MultiVantage Band

ASTEN préconise la gamme MultiVantage d'Avaya qui offre une large palette de solutions adaptées à vos besoins, quelle que soit la taille de votre entreprise.

Server Scaling	S8710/S8720	S8500	S8400	S8300
Target Market	Enterprise	Mid to Large	Mid to Large	Mid/Survivable
Max Endpoints	36,000	2,400	900	450
Max IP Endpoints	12,000	2,400	900	450
Total Trunks	8,000	800	400	450
Max CC Agents	5,200	2,400	500	500
Max CC Skill Pairs	180,000	180,000	6,000	6,000
Max Avaya G-series Gateways	250	250	5	50
Max Local Survivable Proc. (ELS)	250	250	5	50
Max Announcement Sources	250 + 10	250 + 10	5 + 10	50

Avaya S8300 Media Server : From 50 to 450 users in a centralized or remote location. The processing is handled by a Linux server. The S8300 can supports 450 stations and 450 trunks up to 50 000 BHCC that can control up to 50 H248 Media Gateways.
Avaya S8400 Integrated Media Server : is installed on a Prologix-CMC CMC/G600/G650. The processing is handled by a Linux server. The S8400 supports up to 1300 ports (900 stations/400 trunks), 250 H248 Media Gateways and handle 10 000 BHCC (500 agents). Avaya S8500C Media Server : The processing is handled by a Linux server (Intel Pentium IV 3.06 GHz, 1 Go RAM, DD 80 Go). The S8400 supports up to 3200 ports (2400 stations/800 trunks), 250 H248 Media Gateways and handle up to 100 000 BHCC.
Avaya S8710 Media Server : The processing is handled by a Linux server (Intel Xeon 3.06 GHz, 512 Go RAM, DD 72 Go). The servers are duplicated, at a maximum of a 10 km distance. The S8710 supports up to 36 000 stations, 250 H248 Media Gateway and handle up to 300 000 BHCC.
Providing the highest capacity available in today’s marketplace.

Avaya IP Office

For small compagnies, ASTEN preconizes Avaya IP Office brand, a tunr key solution, answering all of your needs, from simple to most high-level.



Avaya IP Office Small Office Edition: For small enterprises and subsidiaries. From 2 to 28 users, Communications rich in features, professional voice quality, voice mail/ automatic standard (including on-board option), firewall, flexible data connectivity (cable, DSL, T1, RNIS, Frame relay), secured VPN network management, Wi-Fi support (wireless network management 802.11) and more. Avaya IP OfficeSmall Office Edition is produced in a compact office unit, easy to set up.
Avaya IP Office IP403: For small enterprises with sophisticated telecom needs. The Avaya IP Office IP403 integrates a module allowing 10 stations (2 analogic and 8 numeric). By adding 3 extension modules, Avaya IP Office IP403 can be upgraded up to 100 stations. Connect peripherals as sales points terminals using USB port and profit of th voice mail benefits.
Avaya IP Office IP406 V2: For a small company in growth or getting ready to grow. The Avaya IP Office IP406 V2 includes an integrated module allowing 10 stations (2 analogic and 8 numeric) and 2 numeric network slots (T1/T1PRI/RNIS PRI/BRI). By adding 6 extension modules, 190 stations and 186 network lines are available. Supports 3 T1/PRIs, 40 data channels and offers a 8 ports switch. The Avaya IP Office IP406 V2 offers full voice mails options.
Avaya IP Office IP412: For small compagnies with evoluted needs. The Avaya IP Office IP412 offers a powerful call processor and more internal data transfer availabilities. The Avaya IP Office IP412 is really perfect to answer a small contact center needs, or those of a customer relation service from an enterprise. The Avaya IP Office IP412 allows 4 T1/PRIs and 12 extension modules – for a total capacity of 360 stations and 228 network lines. The Avaya IP Office IP412 offers 2 switched Ethernet 10/100 Mbps ports (instead of a 8 ports hub on IP403 and 8 ports switch on IP406 V2).

NICE Recorder

The contact between a customer and your enterprise call center represents one of the rare opportunity to establish a real and direct relation with your customer. This interaction is a real goldmine.
NICE offers you an range of tools allowing you to exploit these datas in a completely innovative way.


The new high-level technology integrated to the call recorder developed by NICE–identificaiton system/voice recognition, rules engine, sophisticated reports – make it possible for you to benefit of these ressources, to extract the precious elements from the global customers interaction understand them and spread them to optimize global performances. The call recorder is a real quality measurement and performances optimization tool.
With more than 500 recording channels available, with high compression rates and an integration capability to any storage system, the NICE call recorderoffers a reliable system to catch the clients interaction flow from your call center. The recording can be scheduled, randomized, on demand or complete. Mostly, sophisticated tools allow the call recorder to « listen » calls for you – and keep only those you want. With this advanced call recorder powered by NICE, you will not only customers interaction samples. For the same price, you are now able to record all interactions (including audio and screens), let the system analyzes them, and on rules defined bases, listen only those pertinent for you. The accessibility of all of these calls, thanks to the call recorder will enhance the quality management of your call center, and answer perfectly with your information collection needs.
The global informations obtained throught clients ineractions are not only usefull for a supervising activity - it is actually a real time source of informations, fiable and low costs, for the entiere compagny. The call recorder provided by NICE answers all members of a compagny needs.
The CEO can, thanks to call recorder management tools, efficiently measure the clients lost rate, and its real explainations.
Marketing Manager. He can receive in real time fiable informations throuh alerts ans statistics provided by the call recorder concerning efficency and rentability of a new television campaign launched few hours before.
Call center Manager – with global call recorder tools, he can analyzes the feedback to optimize resolution rate after a 1st level call.
Customer Manager – Nice offers hil a range of functionalities to identify interactions from one customer and analyze questions and major issues.
Supervisor. – The call recorded listening, thanks to the call recorder, allows him to analyze answers from customers to control ganets evaluations and clients perception.
Quality Manager – the call recorder provides him all needed supports for his function, and he is able to analyze any agent's interaction, wherever he works, to make sure of the quality level, internal processes respect and decide if training is necessary.
Thanks to call recorder, agents can access their own evaluations, qulity reports, eLearning services and coach suggestions. They receive and provide a continious feedback, and become more and more efficient.
Coaching Expert – He can send to one agent or the global team customized training tools, included in the call recorder globla solution.