Avaya IP Office Partner Resource Guide

About

Onboarding checklist

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Training

Partner authorization

Demos

Sales / marketing tools

FAQs

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IP OfficePartner Resource Guide

Support

Catalyst information

Avaya resources

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Avaya IP OfficePartner Resource Guide

Get started and achieve successas an Authorized Avaya IP Office Partner!

Click here to continue

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1Small andMedium Enterprise Communications

and

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About this guide

You can click buttons anywhere in the document to move directly to the topic indicated.

2

More about IP Office

More about Avaya

RELATED INFORMATION

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BACK

This Guide will help your company to become an Avaya Authorized Partner or SME Expert Partner, and to build sales momentum and success as quickly as possible.

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About IP OfficeSmall and

Medium Enterprise Communications

3

Simple, powerful communications designed for small and medium business

About Avaya

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<

BACK

• Serve customers effectivelyand efficiently

• Measurably increaseemployee productivity

• Easy to use, manage and finance

• Can calculate time to payback in less than five minutes

For more information on IP Office, visit the “Products” and “Solutions” areas of www.avaya.com.

Global Unified Communications Solution for SME

http://www.avaya.com/

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About Avaya

4

Avaya’s unique combination of communications applications, software and services helps companies simplify complex communications and integrate with technologies from other vendors, enabling customers to unlock value and potential from their network. By embedding communications into the operations of an enterprise, Avaya helps improve the way organizations work − making people more productive, processes more flexible and customers more satisfied.

For more information on Avaya, visit the “About Us” area of www.avaya.com.

Avaya global headquartersin Basking Ridge, New Jersey

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BACK

Avaya is a global leader in business communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness.


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Get started

5

Get authorized

Get trained

Grow your business

More

More

More

Start with “Apply to become an Avaya Partner,” or go to any other section. You can reach all the same information at any time using the

buttons on the left side of your screen.

Get demo-ready

More

Get support-ready

More

Get connected

More

Apply to become an Avaya Partner

More


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Partner onboarding checklist

6View or print this checklist from the web

Partner application

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Complete IP Office Advanced Applications training and services assessment for SME Expert status

Complete and submit partner application

Receive welcome package with log-in information

Get online and locate key online resources

Participate in partner onboarding call

Register for IP Office Implementation training

Complete sales training for two people in order to achieve Avaya Sales Partner authorization

Begin selling IP Office using online resources like the SME Partner Portal

Complete installation training for at least one person to receive Avaya IP Office Installation authorization

Close sales of IP Office, with help frompre-sales support

START DATE

TWO WEEKS FROM START

4-6 WEEKS FROM START

6-10 WEEKS FROM START

ONE WEEK FROM START

Order demo equipment

Grow your sales funnel with campaigns using resources from Partner Marketing Central

Grow your competency by registeringadditional people for training

Register for IP Office Advanced Applications training toward SME Expert status

http://partner.avaya.com/ptlWeb/so/CS20104208103750057

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Apply to becomean Avaya partner

7

Your first step is to complete and submit an Avaya Partner Registration Form (right).

The form can be filled out and submitted online. Go to www.avaya.com, select “Partners” and then “Become a Partner.”

After submitting

NEXT TOPIC

Company information

Key company contacts

Employee counts

Coverage, revenue, vendor and distributor relationships

Other contacts

Applicant information

<Avaya Partner Registration Form


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After submitting yourpartner application…

8

Once you have submitted your Avaya Partner Registration Form, you may be contacted by Avaya for additional details, or to review partner program requirements.

If you have not specified a relationship with an Avaya Authorized Distributor, your Avaya representative may discuss your alternatives with you, and/or put you in touch with a distributor.

Your distributor may have its own “on-boarding process” to acquaint you with the distributor’s practices and policies, and to inform you of the benefits provided to you by the distributor, above an beyond those provided by Avaya.

If and when you receive your partner welcome package from Avaya, you will be ready to proceed with the steps in the next section of this document.

Get connected

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The best way for Avaya to serve you as an Avaya partner is through an Avaya Authorized Distributor.

Avaya Authorized Distributors are your partners in offering Avaya products to your customers, and they offer assistance that includes ordering and quotation help, webinars, training, sales support, and training.

<

About Avayadistribution partners

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Get connected:Link and SSO IDs

9 NEXT TOPIC

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If your application is accepted, you will receive a partner program e-mail welcome package. Pay special attention to the Link ID, which will serve as your company’s unique partner identifier throughout your relationship with Avaya.

Once you have your Link ID, you’ll be directed to a form where you can use the Link ID to create your Avaya SSO (“single sign-on”) ID. The SSO ID is your key to much of the online information Avaya makes available to you.

The welcome package also contains instructions for accessing the Avaya Learning Centre.

Store and carefully guard your Avaya ID and login information.

Find the SME Sales Portal

Link ID information from your partner

welcome e-mail

Creating the user ID and password you will

use to access all Avaya partner content

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<

Get connected

10Get authorized

Online resources provided to you by Avaya include the SME Sales Portal at http://partner.avaya.com

Most of the information you will need can be found on the SME Sales Portal. More information on the content and use of the SME Sales Portal will be found later in this document.

Use Change View to get to the SME Sales Portal,if you find yourself on any other Avaya portal page.

http://partner.avaya.com/

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Get authorized

11

What people and training are required to attain each level of Avaya partnership?

APSS APSS PA Implement ACSS

Avaya Professional Sales Specialist

Avaya PartnerAuthorization Implement*

Avaya Certified Solutions Specialist

Two APSS people qualify your company as anAvaya Credentialed Sales Partner

These three* people qualify your company as anAvaya Credentialed Sales and Installation Partner

so you can sell product and offer installation and maintenance services

These four* people, and completion of a Services Assessment, qualify your company as anAvaya Credentialed SME Expert Partner - with more partner advantages

Avaya Connect and SME Expert

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* Note: PA Implement can be earned by one of the two people with APSS standing, and does not have to be earned by a separate (third) individual


A V A Y A S M E C O M P E T E N C Y M O D E L

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About Avaya Connect

12More about SME Expert

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Avaya Connect is an innovative partner program designed to create rewarding and long lasting relationships with our partners. It’s a simple idea that brings you:

Authorized

Silver

Gold

Platinum

SME Expert

For the latest Avaya Connect Program information, use the SME Sales Portal (described later in this Guide) to access the Avaya Connect Program web site.

• Strong financial rewards

• A simplified framework

• Resources that help you bring in new customers

• Our commitment to invest in your business

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Become anSME Expert Partner

13

The SME Expert specialization recognizes partners that have demonstrated expertise in the SME market.

Get trained

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• Business development funds (BDF)

• Lead generation

• Current analysis

• Global Requirements Integration Process (GRIP) input

• Partner Finder

• SME Expert branding

• Direct access at no charge to Avaya Backbone for remote Installation Support

• Direct fee-based access to Avaya Backbone for remote Service Support

SME Expert Authorized Partner logo

To become anSME Expert Partner

• Train two people as APSS (Avaya Professional Sales Specialists)

• Train one person as aPA Implement (Avaya Partner Authorization Implement)

• Train one person as an ACSS (Avaya Professional Solutions Specialist)

• Successfully complete an Avaya Services Assessment

Benefits of becoming anSME Expert Partner

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Get trained

14


Avaya Certified Solutions Specialist

What training is required to attain each level?

Get demo-ready

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< Avaya Learning Centre

Learn more about training

Selling IP OfficeThree hours, web-based(Avaya ASC00121WEN)

AssessmentHalf-hour, web-based (Avaya ASC00121AEN)

IP Office Technical OverviewSix hours, web-based(Avaya ACT00916WEN)

IP Office R6 Implementation Workshop40 hours, classroom-based(Avaya ATA01225IEN)

AssessmentOne hour, web-based(Avaya ATC02011AEN)

Completion of all PA Implement requirements plus:

IP Office Advanced Applications Workshop40-hour classroom-based course(Avaya ATI00484IEN)

SME Communications ExaminationTwo-hour, certified,classroom-based exam(Avaya 3000.2)

Web-based online courses and assessments are provided by the Avaya Learning Centre.

Classroom-based instructor-led courses and exams are typically provided by your authorized Avaya distributor, although they are also available through the Avaya Learning Centre.

APSS PA Implement ACSS

Avaya PartnerAuthorization Implement

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About The Avaya Learning Centre

15 NEXT TOPIC

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The Avaya Learning Centre (also known as “Avaya University”) is your destination for web-based IP Office training. Tools like the Learning Navigator, and and automatically-updated curriculum maps, will show you what’s required and help you track your progress. You can also get course descriptions, register for and actually take the training, all from this site. Access the site at www.avaya-learning.com.

Get demo-readyUse your Avaya Link ID to set up your Learning Centre login, so that you received proper credit for all courses taken.

http://www.avaya-learning.com/

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Get demo-ready

16Buying your IP Office demo system

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Demonstrations have proven to be a very important way to illustrate for customers the value of IP Office. They also allow you to build your own skills and familiarity with IP Office products. Learn more on the SME Sales Portal at http://partner.avaya.com:

• how to purchase a demo system from your distributor

• how to conduct effective demos and close business


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Buy your IP Officedemo system

17Give effective IP Office demos

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Having an IP Office demo system is vital. Show your customers the full functionality of the system, and how IP Office can build business continuity and competitive advantage.

The demo system includes all the hardware and software required to fully demonstrate IP Office, and includes hardware and software valued at over $30,000. The demo system is offered only to authorized Avaya partners, with a list price of only $1,995. Check with your distributor for discounts.

Order your demo system today! Click “Demonstrations” on theSME Sales Portal, or contact your distributor to order your demo system.

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Give effective IP Office demos

18Support

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Once you have IP Office demo equipment on order, it’s important to learn how to use demos effectively to close business. Avaya has prepared a series of “How to Demo IP Office” videos to help. Your distributor may also offer demo tools and specialized demo training.

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Pre-sales support

19Post-sales technical support

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For pre-sales technical support, you have three sources of help:

Support from your distributor: Avaya and its Authorized Distributors have made significant investments in people and infrastructure, in order to respond quickly and accurately to your requests. Your distributor will provide instructions for accessing this support.

Avaya pre-sales support: A dedicated Avaya team awaits your more difficult or product-specific questions. Contact information and hours of operation for this team are available on the SME Sales Portal or from your Avaya account manager.

Avaya online resources: Avaya IP Office Knowledgebase contains a vast amount of information to help you support your customers, from specifications to installation guides to product tutorials.

IP Office Knowledgebase

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Post-salestechnical support

20Sales tools

NEXT TOPIC

<

AvayaSME Expert Partner

Avaya Sales orSales/Installation Partner

Avaya Partner

Distributor

Avaya

Avaya Partner

Distributor

Avaya

Your business is backed by Avaya’s global, highly-awarded technical support services. Avaya partner support services are described in detail online, and can be accessed through the SME Sales Portal. Highlights:

• Ability to offer your own support services to customers with full backing form Avaya

• Escalation path from your distributor support to Avaya support as required

• Easy purchase of blocks of hours to access support

• Alternative Emergency Support• Direct path to Avaya backbone support

(for SME Expert partners only)

Avaya was recognized in 2009 and 2010 by J.D. Power and Associates for “Providing an Outstanding Customer Support Experience”

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Tools to grow your business

21More…<

The SME Sales Portal

The SME Sales Portal is your “one-stop partner shop” for IP Office product, sales and support information. Please take time to get familiar with it.

Click “More” below for a quick tour of the most important information available in each area of the SME Sales Portal.

Home page of SME Sales Portal

Access the Portal at http://partner.avaya.com

Note: if you do not see a page like this, click “Change View” at the top of the page, and then select “Sales View”


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SME Sales Portal

22More…

Note: content and organization of theSME Sales Portal are subject to change!<

Show how other customers have benefited from IP Office

Win more often with up-to-date competitive information

Explore vertical market opportunities

Present our roadmapto close business

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SME Sales Portal (continued)

23More…<

Get “deep-dive” product information here

Learn about Avaya applications that add value to IP Office

Get info about third-party applications and and developers

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24More…

Show the superior ROI of IP Office

Present fast, accurate quotes

Use promotions to close business

Quickly develop professional proposals

Get demo equipment and use it to win

<

Commonly-requested sales solutions

More on this topic

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SME Sales Portal: ROI Calculator

25< Back to SME Portal

The IP Office ROI Calculator lets you or your customers enter actual data to see their projected return on investment from IP Office

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26More…

Web-based and classroom training

Run your own campaigns

Avaya Connectpartner program

Online documentation

< Expert pre-sales support

More on this topic

Get the Avaya Business Partner NewsFlash newsletter

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Partner Marketing Central

27Quick Start Guides<

Accessible from the SME Sales Portal, Partner Marketing Central is your source for the tools and information you need to create and implement successful campaigns to grow your business.

NEXT TOPIC

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Quick Start Guides

28Full-service and self-service marketing programs<

NAVIGATION PATH:

SME Sales Portal > Partner Marketing Central > Resources > Education > Quick Start

NEXT TOPIC

Marketing Plan Template and Sample

CalendarTemplate and Sample

Establish your marketing strategy and planning

A Guide to Growing Your Funnels

Write a Marketing Plan

Develop and execute programs tailored to your marketing goals

Implement Successful Public Relations Initiatives

Launch an Effective Search Engine Marketing Program

The Power of Mobile Marketing

Create and Manage Successful Events

Getting Started withE-mail Marketing

Website Creation and Main-tenance Guide

Landing Page Development

Social Media for Business

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NAVIGATION PATH:SME Sales Portal > Partner Marketing Central > Resources > Programs and Seminars > MarketLeaders

NAVIGATION PATH:SME Sales Portal > Partner Marketing Central > SME Solutions

Full- and self-service marketing for you

29Distributor information<

NEXT TOPIC

MarketLeaders Full-Service Marketing for Partners

An integrated lead generation program designed to help partners generate leads with the ultimate goal of revenue generation.

Partner Marketing Central Self-Service Marketing

Self-service tools to create and execute your own campaigns with a minimum of time and expense.

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30< Avaya resources

NEXT TOPIC

Contacts 800.790.2029 Catalyst Sales800.790.2029 ext. 4082 IP Office Technical Support800.790.2029 ext. 4004 Partner ACS Technical SupportCustomer ApplicationCatalyst Telecom Partner GuideCatalyst Telecom and Avaya Solutions Guide

Education Catalyst Training and Events Calendar including IP Office Boot Camp (IP Office Implementation Workshop) and IP Office Advanced Implementation and Troubleshooting Workshop

News News from the Edge Catalyst newsletter that includes information about training, promotions and productsSME Update Catalyst newsletter that contains information about Avaya SME training, promotions, products and much more (register through “News from the Edge”)

Sales Tools IP Office Configurator helps you easily configure Avaya IP Office solutions (sales rep can provide password for download)IP Office Config Tool Blog

Services Catalyst Professional Services can complement your business model while helping you achieve greater margins and focus on other areas of your businessAvaya Global Services Catalyst can provide you with Maintenance Quotes and Service Agreements for any Avaya configurationPartner Services / Marketing Services can help you market your business through direct mailers, e-marketing, telemarketing, advertising, events and more(ex. IP Office Programming and Network Assessments)

0430a

After visiting a link on this page, please minimize or close your browser window to return to the Partner Resource Guide

https://www3.scansource.com/onlinecustomerapp

http://www.catalysttelecom.com/Microsites/Catalyst/partnerguide

http://www.catalysttelecom.com/Microsites/Catalyst/avayasolutionsguide

http://www.catalysttelecom.com/Microsites/Catalyst/avayasolutionsguide

http://www.catalysttelecom.com/Reseller%20Support/CommEdge.aspx

http://www.catalysttelecom.com/Reseller%20Support/CommEdge.aspx

http://www.catalysttelecom.com/Reseller%20Support/CommEdge/Live-training-and-events/Avaya%20IP%20Office%20Boot%20Camps.aspx

http://www.catalysttelecom.com/Reseller%20Support/CommEdge/Live-training-and-events/AvayaIPOfficeAdvancedApplicationWorkshop.aspx

http://www.catalysttelecom.com/sitecore/content/Catalyst/Reseller%20Support/CommEdge/News-from-the-edge.aspx

http://www.catalysttelecom.com/sitecore/content/Catalyst/Reseller%20Support/Online%20Tools/Config%20and%20Quote.aspx

http://www.scscblogs.com/configtool

http://www.catalysttelecom.com/Reseller%20Support/Professional%20Services.aspx

http://www.catalysttelecom.com/Reseller%20Support/agsSpotlight.aspx

http://www.catalysttelecom.com/Reseller%20Support/Marketing.aspx

http://www.catalysttelecom.com/Reseller%20Support/Marketing.aspx

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Selected Avaya web andtelephone resources

31< Frequently-asked questions

NEXT TOPIC

Avaya Single Sign-On (SSO)

SME Sales Portal

Avaya Learning Centre

Competitive Resource Center

Avaya Customer Gallery

Simple Guide to Services

SME Programs and Promotions

Proposal Tools and Support

Avaya Financial Services

Avaya Photo Library

User Support Help Desk (US): 866.282.9248, prompt 1

Pre-Sales Technical Support (US): 888.297.4700

Outside the US, please contact your Avaya account manger forsupport contact information

After visiting a link on this page, please minimize or close your browser window to return to the Partner Resource Guide

https://sso.avaya.com/

http://portal.avaya.com/

http://www.avaya-learning.com/

http://portal.avaya.com/ptlWeb/so/CS201035145658806071

https://gallery.avaya.com/home.aspx

http://portal.avaya.com/ptlWeb/spCP/CS2006103115434830059

https://portal.avaya.com/ptlWeb/gs/spCP/CS2006518153513815011

https://portal.avaya.com/ptlWeb/bp/spCP/CS200651231945420078

http://www.ileaseavaya.com/

http://www1.avaya.com/enterprise/photo_library

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Frequently-asked questions (FAQs)

32< Index

NEXT PAGE

What is a Link ID and why do I need one?

A Link ID is a unique identifier for each Avaya Partner. It is used to identify your company. You will need a Link ID when registering for the web site and at any other time you need identify yourself to Avaya.

I can’t find small/medium business (SME) specific information on the Partner Portal. Where is it located?

When you connect to the Avaya Partner Portal, your default view is set to Avaya Partner. At the top of the web page you will see the words “change view.” Click there and then select “SME Sales View” for SME-specific information.

In order for our company to become SME Expert how many technicians must be trained?

You must have two technical resources that are authorized/certified. At a minimum, one must be PA Implement and the other ACSS. However both can be ACSS, or you can have more than one of each.

What sales level must be achieved for a company to become SME Expert?

SME Expert is not based on revenue achievement, but on competency. You must have two APSS (Sales Authorized), one PA Implement (Implementation Authorized) and one ACSS (IP Office Certification), and you must complete the services assessment.

My company is new and does not have any references of our own. Where can I find customer references?

On the Avaya SME Sales Portal, look in the “Understand” column for “Case Studies and Customer References.” Here you will find reference information and, as your company grows, you will use the sale area to submit your own customers as references.

Question Answer

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Index

33Back to start<

Avaya Learning Centre

SME Expert

Partner levels

SME Sales Portal

Link ID

Partner application

IP Office

Post-sales support

Support

KnowledgeBase

Pre-sales supportEZ Quote

Distributor information

Partner Marketing Central

APSS

Slide Show mode

Applications

Training

Proposal development

PA Implement

Learning Navigator

DevConnect

ACSS

Competitive info

Roadmap

SSO (single sign-on) ID

Click any item here to jump directly to that area of the Resource Guide:

MarketLeaders

Demo system

Demo training

ROI calculator

Quick Start Guides

Avaya Connect

Distributor selection

FAQs

Newsletter


Sales campaigns

Product information

Vertical markets

Checklist

About


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End of Resource Guide

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Documents

Avaya IP Office Partner Resource Guide