Professional Documents
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Siemens Unify OpenScape Business
Siemens Unify OpenScape Business
Personal AutoAttendant
Give callers options in order to increase
your reachability: “Press 1 to reach me on
my cell phone. With 2, you can leave a
message.”
Access protection
Priority is placed on security! A 6-character
password secures access to the client and
voice box. Of course, the default codes
must be changed at the first access.
OpenScape Business V3 3
myPortal for Desktop
myPortal for Desktop provides access to
all UC Suite functions of OpenScape Busi-
ness. In comparison with myPortal
@work, further functions are available
such as Drag&Drop conferences, person-
al fax message box, dialing by mouse
click, and “CallMe!”.
Different versions of myPortal for Desktop
are available.
OpenScape Business V3 5
Multimedia Contact Center – increase reachability and customer service
Intelligent call distribution Wallboard Wrap-up
The integrated OpenScape Business Multi- To keep your employees always up-to- OpenScape Business gives your employ-
media Contact Center allows you to im- date on Contact Center utilization, for in- ees time to take care of wrapping up their
prove customer service and therefore the stance, on how many callers are currently customer calls. The wrap-up time is indi-
satisfaction of your customers. in the queuing mechanism, details can be vidually configurable. Extended options
Thanks to intelligent distribution of calls, displayed in real time on a large screen can be recorded and subsequently evalu-
your customers are quickly and compe- monitor or by a projector. ated, for instance, what the caller wanted:
tently served, and always connected to the Order, information, complaint, etc.
suitable employee. Caller list
In addition to call distribution, you can also Detailed information on all calls, faxes, and Authorization level
offer customers e-mail or fax as methods e-mails made until now can be found in Various authorizations can be assigned for
for making contact. Just like voice calls, in- the caller list of the Contact Center. Search the role of an agent (employee),
quiries over these media are always auto- and sorting functions support fast retrieval supervisor (team leader) or administrator
matically forwarded to the right employee. of specific details. depending on the structure of your Con-
If all employees are busy, callers can also tact Center.
leave voice messages so that your em- Preferred agent
ployees can call back. This means no or- To improve personal support, the Contact Administration of the Contact
der is lost. Center can be configured so that a particu- Center
lar customer is always automatically trans- Depending on the assigned role (authori-
Flexible queue options
ferred to his contact person. zation level), the user has the capability of
For the case when all of your employees
customizing various options individually
(agents) are talking on the phone, individ- VIP support and easily:
ual queue options can offer various op- VIP customers can be transferred directly to • Queuing mechanisms
tions to customers, e.g. individual an- free agents without having to wait for a long
nouncement or forwarding to other ser- • Schedules
time in a queuing mechanism. This ensures • Breaks
vice groups. that your VIP customers are always served
Customers can also shorten their waiting • Wrap-up codes
quickly and no important order is lost.
times by leaving a message. Your employ- • Announcements
ees then call back when there are less in- Call number-dependent voice • External directory
coming new calls. guidance
Agent in multiple groups OpenScape Business can play individual
announcements in response to the phone
The competence of your employees can
number of the caller. If you have interna-
be utilized optimally by also enabling them
tional customers, for instance, the caller
in multiple Contact Center groups. An em-
can always be addressed in his national
ployee (agent) will then always first receive
language making him feel he has the best
the calls from the group you have assigned
possible support.
to that person as the highest competence
level: e.g. 100% in “Sales”, but only 80% in
the “Service” group. The employee will
receive calls for “Sales” as a preference.
myReports
myReports enables production of statis-
tics on the utilization of your Contact Cen-
ter, sorted according to different criteria,
and provides more than 100 other report
templates.
Business Attendant
Business Attendant is the classic attendant
console and is ideally integrated on a PC:
waiting calls, active, held, and parked calls
are always in view. Additionally, it provides
information on the busy state of extensions
as well as the presence state of subscribers.
The status of subscribers can be changed
in Business Attendant. All functions can be
performed using either the PC keyboard or
mouse buttons. The busy fields for sub-
scribers can be individually customized for
optimization of workflows.
OpenScape Business V3 7
myAttendant
myAttendant is a user-friendly attendant
console and optimally combines tele-
phone functions with OpenScape Busi-
ness UC functions. In addition to the clas-
sic call handling functions, an additional
focus is on the management of UC Suite.
The presence state of subscribers is dis-
played and can be managed.
All UC functions are united in the Message
Center and round off centralized accesses
to voice, fax, and immediate messages (of
course only with approval of the individu-
al subscriber).
Company AutoAttendant
Automatically transfer incoming calls that
arrive at the central enterprise number.
Utilize the capabilities of information an-
nouncements combined with automatic
call handling after key input by the caller.
AutoAttendant enables individual cus-
tomization to the workflow in your enter-
prise, whether an advertising announce-
ment or individual announcement tree
(Press 1 for Sales or 2 for Service…). The
available schedules extend the deploy-
ment options, since workflows can be au-
tomatically switched over depending on
the weekday and time, for instance, in-
coming calls can be automatically for-
warded to the night position.
An announcement can be played that is
customized for the incoming phone num-
ber, for instance, in the language of the
caller.
Of course, existing announcement texts
or professionally recorded announce-
ments in WAV format can be imported.
OpenScape Business V3 9
Networking of Open- • Forwarding of voice messages through OpenScape Business X1, X3, X5,
the entire OpenScape Business net- X8 hardware models
Scape Business work
The X1, X3, X5, and X8 models support up
OpenScape Business gives extensive op- • Social network integration of business
to 500 subscribers. OpenScape Business S
tions for improving collaboration between partners to exchange presence and
supports up to 1500 subscribers.
teams and employees at different enter- chat information
The following subscriber interfaces are
prise sites. A maximum of 2000 employ- • Network-wide UC features are available
available: IP, digital (UP0E), ISDN (BRI), ana-
ees can be networked and work in the with X1, X3, X5, X8, and Business S.
same way as if they were linked to a large log (a/b) and cordless (DECT/WLAN).
communications system. Existing IP net- OpenScape Business Connectivity to the public network is by ITSP
work links can be used simultaneously for (SIP protocol), ISDN (S0/BRI and S2M/PRI), an-
telephony and data traffic. Network-wide interworking with alog or, in selected countries, CAS connec-
UC services are available in addition to te- Microsoft Teams tions.
lephony. Due to the presence display, your The hardware models are:
employees can see whether colleagues at OpenScape Business does offer interwork-
another site are currently making a phone ing and integration capabilities with Micro- • OpenScape Business X1
call or are in a conference. This informa- soft Teams and Office 365. With this ap- (for wall installation)
tion improves reachability and saves valu- proach Microsoft Teams collaboration can • OpenScape Business X3
able work time, because unnecessary calls be used in conjunction with powerful (for wall/rack mounting)
can be eliminated. OpenScape Business telephony and UC • OpenScape Business X5
Planned dial-in conferences let you easily services. Please get in touch with your Uni- (for wall/rack mounting)
and effectively organize multi-site confer- fy contact person to get more informa-
• OpenScape Business X8
ences. Employees dial directly in the dial-in tions.
(for stand/rack mounting)
conference, similarly to meeting in a con-
Unified Communication functions are
ference room. OpenScape Web Collabora- OpenScape Business available for all deployments with the fol-
tion shows every displayed slide on every
screen.
model versions lowing maximum capacities:
OpenScape Business offers various model • X1 for up to 50 UC Users with V3 Main-
Voice messages received in the entire net-
versions featuring seamless integration board
work can be simply forwarded to the suit-
able employee. And even more, it is still into an existing telephony or IP infrastruc- • X3, X5, and X8 for up to 500 Users (with
very much more possible to support col- ture. Regardless of whether it is hardware- UC Booster Card/Server or V3 Main-
laboration in the teams. or software-based, virtualized or installed board
on its own server. OpenScape Business • Max. 1500 UC subscribers with Open-
Network-wide voice and UC satisfies all of these requirements with its Scape Business S, virtualized with VM-
standardized solution architecture. ware vSphere / MS Hyper V / KVM
features
• System-wide telephone directory with OpenScape Business S for
presence display (“In the office”, “Meet-
ing”, “Vacation”, “Ill” etc.) private cloud environments
• Network-wide call status (employee is OpenScape Business S is a pure software
busy or is being called) solution for max. 1500 IP subscribers and
with UC Suite functionality for subscribers.
• Network-wide call acceptance, i.e. calls
Connectivity to the public network is by
from another site can be accepted in a
ITSP (SIP protocol). The OpenScape Busi-
team
ness S Software can be operated on a
• Exchange of instant messages (Instant Linux server, also fully virtualized with VM-
Messaging), also with groups ware vSphere /MS Hyper V/ KVM or as a
• Spontaneous or scheduled Drag&Drop hosted a solution, either in own data cen-
conferences in the network tre or for example Google Cloud. In thanks
• Network-wide collaboration (Web Col- of the private cloud approach you can
laboration), e.g. desktop sharing to ex- keep full control and responsibility over
change information, as well as video your communication and data.
transmission OpenScape Business X1, X3, X5, and X8
• myAttendant attendant console: Net- isused as the gateway for connectivity of
work-wide view over the presence state digitaland analog trunk lines.
of networked employees, i.e. who is
reachable, who not
• Integrate external telephone directories,
for instance, to use databases as a cen-
tral phone book
• Integration in the Microsoft Exchange
calendar and in public directories
myReports - 1 1 1 1 1 1
myPortal to go 50 500 500 500 500 500 500
myPortal for Teams 50 500 500 500 500 500 500
Microsoft Teams Interworking 150 500 500 500 500 500 500
OpenScape Business Attendant 8 8 8 8 8 8 8
Max. number of UC Mobility User 50 500 500 500 500 500 500
Max. number of fax channels 3 8 8 8 8 8 8
Max. number of fax subscribers 50 500 500 500 500 500 1500
Max. number of conference chan- 30 60 60 60 60 60 60
nels
Unified Communication (CRM, Database Connection)
Application Launcher User 50 500 500 500 500 500 500
OpenScape Business V3 11
OpenScape Business X1W X3 X5 X8 Server (S)
TAPI 120 150 500 500 500 500 500 1500
TAPI 170 (via CSTA) 150 500 500 500 500 500 500
Directory Service connector - 4 4 4 4 4 4
WLAN telephone
• OpenScape WLAN Phone 4
Cordless/DECT telephones
• OpenScape DECT Phone S6, SL6, R6
PC clients
• OpenScape Personal Edition (HFA) and OpenScape Personal Edition SIP
The PC with headset or handset becomes the communications center for voice, data, e-
mail and Internet. A soft client installed on the desktop computer or notebook provides
all telephone functions via WLAN – and offers the same familiar user interface at the of-
fice and on the road. Video connections can be used with OpenScape Personal
Edition SIP.
OpenScape Business additionally supports analog telephones and fax machines, ISDN telephones, and add-on devices such as
door/gate intercoms via TFE-S adapters.
OpenScape Business V3 13
Interfaces for integration Maintenance and OpenScape Business
in business applications administration Software Support
Numerous interfaces and applications are Web-based management with numerous The basic package of OpenScape Busi-
available for integration with OpenScape intuitively operated wizards are available ness already includes 3 years of software
Business in existing IT infrastructures and for administration of OpenScape Business. support. This provides you with invest-
business applications (depending on the For the X1, X3, X5, and X8 models, there is ment protection and stability, and entitles
selected model): also the option of administration via Man- you to software upgrades. In this way, you
• Application Launcher for an active inter- ager E. can always use the latest technology for
action with CRM/ERP applications Web-based management lets the adminis- your communication solutions.
• Accounting software for charge evalua- trator centrally administer the detailed set-
tion. The system stores up to 20,000 tings for user UC clients. Definable sub- OpenScape Business
scriber profiles make it easier to set up
datasets.
standardized UC profiles (same settings in
certified Applications
• Directory Services for information on
the UC clients), e.g. for visibility of phone In case OpenScape Business needs to be
callers, delivered from internal and ex-
numbers, call forwarding, or the personal enhanced with additional functionalities
ternal directories/databases (except for
AutoAttendant for groups or all users. Unify does offer further certified applica-
X1)
The system includes integrated services tions in the following areas, e.g. Account-
management. Self-running test and diag- ing tools, Management Reporting capabil-
CTI middleware ities and a Hospitality/Hotel solution for
nostic programs monitor the different sys-
• First- and third-party TAPI service pro- tem components and enter occurring smaller customers or advanced recording
vider for call control from CTI or CRM/ events and system messages in log files. solutions via its Unify Technology Part-
ERP applications Evaluation can be carried out locally or ners. Please consult your Unify contact
over a secured remote service access. This person for further information.
Interfaces and protocols can be complemented by also reporting
• CSTA for monitoring and control of tele- important events to a remote service cen- OpenScape Business
phones by a wide range of applications ter.
The remote service platform provided by
EMC classes
• SIP for connection to voice-based appli-
cations Unify permits secured remote access over • Class B (EN 55022) for the international
the internet. New system software versions market
• LDAP for connection to external direc-
tories or of external LDAP clients for de- can be loaded automatically over the inter- • Class A (EN 55022) for USA and Canada
livery of information on callers or quick net. This minimizes service times and in-
creases solution availability at the customer.
dialing of contacts OpenScape Business
• HTTP and HTTPS for external applica- demonstration
tion access to OpenScape Business UC
functions If you would like to know more, visit our
• TCP/IP as the basic protocol for all Ether- website or ask your channel partner for a
net connections demonstration of OpenScape Business to-
day.
• ODBC interface for connectivity of ex-
ternal customer databases with existing
ODBC drivers, e.g. mySQL, Maria DB, Or-
acle, Windows-based databases with
Windows-compatible V3.5 drivers, e.g.
Microsoft Excel or Microsoft Access
• SQL connector for connecting to SQL
databases to search for contact details:
Microsoft SQL Server,
PostgreSQL,
Sybase SQL Server
• Secure LDAP (LDAPS) support for Micro-
soft Active Directory connectivity
• Microsoft Teams and Skype for Busi-
ness telephony interworking
OpenScape Business V3 15
Setup and environmental conditions
Setup Wall system Rack Wall system Rack Wall system Standard system
(also for installing
in rack)
Dimensions 470 x 370 x 80 89 x 440 x 380 450 x 460 x 130 155 x 440 x 380 450 x 460 x 200 490 x 440 x 430
(H x W x D in mm) (2 U) (3.5 U)
Power supply The models, by default, are designed for mains operation. For X3, X5 and X8, power failures may be bridged by an
uninterruptible power supply (UPS) (optional).
• Rated input voltage (AC): 100 to 240 V
• Rated frequency: 50–60 Hz
• Battery supply (DC): 48 V
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