OpenScape Office MX TM V2
Sales Information
SEN VA SME
Issue: 1.0
Date:15.02.2010
Status:In Reconciliation | Reconciled | Released | Discarded
© Siemens Enterprise Communications GmbH & Co. KG 2010
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Sales Information
SEN VA SMEOpenScape Office MX V2
Table of Contents
1Product Description
1.1Overview
1.1.1Product Image
1.1.2Key Highlights
1.2New Functions in Detail
1.2.1New in myPortal and myPortal for Outlook
1.2.2New in myAttendant
1.2.3What’s New for Fax Users?
1.2.4Additional Languages for OpenScapeOffice
1.2.5New Workpoints
1.2.6OpenScape Office Contact Center
1.2.7myAgent
1.2.8myReports
1.2.9Serviceability Improvements
1.2.10Important Notes on the Client Environment and Contact Center
1.3Feature Description
1.3.1System Overview
1.3.2One-box and Multibox Systems
1.3.3Internet Access
1.3.4IP Telephony (Voice over IP)
1.3.5Outside Line
1.3.6OpenScape Office - Integrated Applications
1.3.7OpenScape Office Assistant
1.3.8Subscribers/Stations
1.3.9Making Calls
1.3.10Call Signaling, Calling Line ID
1.3.11Functions During the Call
1.3.12Controlling Availability
1.3.13Conferencing
1.3.14Optimizing Communication
1.3.15Easy Operation
1.3.16Working in a Team (Groups)
1.3.17Contact Center
1.3.18Internal Call Distribution (UCD; Uniform Call Distribution)
1.3.19Emergency Calls
1.3.20Mobility
1.3.21Voicemail and Faxes
1.3.22Operating and Monitoring the Telephony Feature
1.3.23LCR (Least Cost Routing)
1.3.24IP Networking
1.3.25Accounting
1.3.26Security
1.4Technical Data
1.4.1Connectable Phones, Devices and Infrastructure Components
1.4.2Languages Supported
1.4.3Prerequisites for myPortal
1.4.4Prerequisites for myPortal for Outlook
1.4.5Prerequisites for myAttendant
1.4.6Prerequisites for myAgent
1.4.7Prerequisites for myReports
1.4.8Prerequisites for the OpenScapeOfficeFaxPrinter
1.4.9Recommended and Certified Applications
1.4.10Additional Notes
1.4.11Project-specific Releases
1.4.12Additional Links
1.5Customer Benefits
1.6Customer Requirements and Functional Constraints
1.6.1IP Network Requirements for IP Telephony (VoIP)
1.7Implementation and Networking Scenarios
1.7.1Basic Scenario
1.7.2LAN Scenarios
1.8Licensing Procedure
1.8.1Licenses
1.8.2License Assignment
1.9Migration
1.10Services
1.10.1HiPath Wireless Standalone AP with OpenScape Office MX
1.10.2Customer Information for the HiPath Network Analysis
1.10.3Siemens Information for the HiPath Network Analysis
1.11Positioning in Relation to Products in the Siemens Enterprise Communications Product Range
2Sales Information
2.1Area of Application, Commencement of Marketing and Delivery
2.1.1Customer Information on Commencement of Marketing and Delivery
2.2Sales Objectives and Target Groups
2.2.1Target Group
2.2.2Unique Selling Proposition
2.3Marketing Structure
2.3.1OpenScape Office MX Basic System
2.3.2Gateway Modules
2.3.3Licenses
2.3.4OpenScape Office MX Demo and Training Set V2
2.4Supporting Sales Information
2.4.1Supporting Sales Information on the Internet
3Pricing and Commercial Handling
3.1Export Regulations
4Data Protection and Information Security
4.1Customer Information on Data Protection and Information Security
5Training Concept
5.1General
6Appendix
6.1Abbreviations and/or Terms
Sales Information105.11.2018
SEN VA SMEOpenScape Office MX V2
1Product Description
OpenScape Office MX V2 is the next step in the ongoing development of HiPath OpenOffice ME V1, which has already been successfully introduced on the market. This new version offers:
–a rebranded name
–new features
–new market opportunities
The new name, OpenScape Office MX
- reflects and highlights the unified communications solution (OpenScape Office) that is already deployed on all our platforms for small and medium-size companies.
- provides opportunities to develop broader marketing strategies with a more recognizable brand profile (a single cross-portfolio brand)
- OpenScape Office MX V2 is the follow-up version for HiPath OpenOffice ME V1. A simple upgrade can be performed using the same hardware:
–Simple software-only upgrade from V1 to V2
–No hardware changes are required
In collaboration with our channel partners, we have developed OpenScape Office MX V2 further to be the best unified communications solution for small and medium-size enterprises in the market:
- with a new integrated multimedia ContactCenter
- numerous feature enhancements and even closer integration with products from Microsoft
- more than 50 new features and enhancements which facilitate Installation and Service for our partners
- a Smart Services Delivery Platform (SSDP), which provides improved remote technical support from Siemens Enterprise Communications
1.1Overview
1.1.1Product Image
1.1.2Key Highlights
1.2New Functions in Detail
1.2.1New in myPortal and myPortal for Outlook
The clients enable intuitive handling of the integrated OpenScape Office applications, easy use of all application features such as computer-aided telephony, access to all directories, and presence status, for example, including presence-based call handling, integration in Microsoft Outlook and Exchange, and access to a voicemail box and faxes.
Improved pop-ups
Screen pops allow intuitive navigation via icons for inbound and outbound internal and external calls. For example, to:
–accept calls,
–transfer calls,
–place calls on hold,
–record calls,
–end calls,
–schedule callbacks,
–send e-mails,
–send instant messages to internal subscribers,
–search in the internal and external directory, e.g., to initiate a consultation hold or to transfer calls.
The text buttons have been replaced by icons, explained by tool tips.
Hide private entries in the internal directory
In order to protect their privacy, users can define whether or not their personal phone numbers (own contact details) should appear in the internal directory: Mobile Number, External Number 1, External Number 2, Private Number.
Enhanced search options in directories
myPortal, myPortal for Outlook and myAttendant offer enhanced search options in addition to the previously possible searches by first name, last name or phone number. The following search fields are now available for this purpose: Title, First Name, Last Name, Company, Extension, Company Number, Business 1, Business 2, Home Ph. 1, Home Ph. 2, Mobile number and E-mail.
Sorting the personal favorites list
Every user can now sort the entries in his or her favorites list by First Name or Last Name.
Deleting journal entries
Single journal entries can be deleted from each journal.
Scheduled calls
Unsuccessful calls can be scheduled for another time. A reminder (note) can be stored. At the scheduled time, the user is notified via a screen pop and can decide to start the call.
Deactivation of call forwarding resets presence status to “Office”
If a user deactivates any kind of application-related call forwarding via his or her phone (Telephony User Interface), the presence status of that subscriber is reset to “Office”.
Conference invitation generates Outlook calendar entry
All internal and external participants of a scheduled phone conference receive an Outlook invitation with an attached “vcalendar.ics” file. This file can be used to generate an entry in the personal Outlook calendar of the participants.
Quick search
The quick search field is enhanced by a drop-down list containing the last 10 dialed phone numbers. In addition, entering a name in this field activates the search function.
Rule-based forwarding of anonymous callers
Using rule-based call forwarding, incoming calls without phone number information can be forwarded to any destination, e.g., to the voicemail.
Hotkeys
For easy access to periodically used functions, hotkeys can be defined.
Initiating another call from inbound access
During remote access to the OpenScape Office application (voicemail menu), users can initiate calls to other internal subscribers, including the Attendant console.
Deactivating screen pops for new voicemails
When a user receives a new voicemail, a screen pop with the details appears by default. Now users can individually deactivate this screen pop.
Missed calls are displayed in the task bar
As known from myPortal, missed calls are now also shown on the PC task bar if myPortal for Outlook or myAttendant are used.
1.2.2New in myAttendant
New menu item "MessageCenter"
By right-clicking on the user button of a subscriber, the associated MessageCenter can be opened. The following information is displayed: voicemail messages (can be played, deleted and forwarded), instant messages (can be read and sent to internal stations), and fax messages (can be forwarded).
Display of Fax messages in Popups
When the cursor is placed on the user button of a subscriber, fax messages are now displayed in the screen pop in addition to voicemails.
Create a Personal Directory
myAttendant users can create personal directories. This can be done by adding, editing and deleting personal contacts individually or by importing the Outlook contacts when starting myAttendant.
Auto-Populate user groups
A new user group can automatically be filled with existing users of HiPath OpenOffice.
1.2.3What’s New for Fax Users?
Common fax box for user groups
With version 2, one common OpenScape Office fax number can now be used within a group of users. When a fax message arrives in the fax box of the group, it is forwarded to the individual fax boxes of all members. If one user opens the new group fax message, this fax message will be automatically transferred in the “retrieved” folder of all group members.
Central cover pages for fax users
Using the HiPath OpenOffice cover page editor, an administrator can define up to 10 central cover pages for the fax users and make them available to all subscribers. The users can customize these central cover pages to suit to their individual requirements.
1.2.4Additional Languages for OpenScapeOffice
The following additional languages are now available for myPortal, myPortal for Outlook, myAttendant and myAgent: Russian (Cyrillic font), Czech
1.2.5New Workpoints
OpenStage 15
OpenStage 15 is a new system telephone (HFA), especially designed for the lower market segment, with full-duplex hands-free talking, graphical display, 3 fixed function keys with red LEDs, 8 free programmable keys with red LEDs, and expandable with OpenStage Key
Module 15.
OpenStage Key Module 15
OpenStage Key Module 15 is a new, cost-effective add-on device with 18 programmable keys that can be used for OpenStage 15 and OpenStage 40.
OpenScape Personal Edition
OpenScape Personal Edition is a new PC soft client (HFA), the successor product for optiClient 130
1.2.6OpenScapeOfficeContactCenter
The multimedia OpenScapeOfficeContactCenter is a powerful solution for the optimal allocation and handling of calls, e-mail and faxes. Intelligent, skills-based routing ensures that customers are always connected to the most qualified agent.
Intelligent contact distribution
Incoming calls, e-mails and faxes are automatically routed to the longest idle agent with the highest skills.
–Skills-based routing
Each agent can be assigned a skill level on a scale from 1 to 100. OpenScapeOfficeContactCenter uses these evaluations to route calls intelligently to the available agent with the highest skills.
–Group-based routing
If all agents of a queue are assigned the same skills, routing occurs on the basis of groups.
Agent in multiple groups (multiple group agent)
An agent may be assigned to several queues (groups) with different skills. When assigning agents to queues, it is also possible to specify whether the agent is the principal agent or an overflow agent for the corresponding queue.
Preferred agent
By defining a preferred agents, a customer (i.e., any contact from the external directory) can always be assigned the same agent.
VIP service
Customers can be set up with a VIP status in a queue, which gives them preferential treatment and thus allows them to reach a free agent faster.
Wrapup
The term "wrap-up" refers to all the typical activities that need to be performed by agents after they have completed a call.
–Wrapup time
After the wrap-up time expires, the agent receives new calls/contacts. The wrap-up time can be defined individually by the administrator when assigning an agent to a group.
–Wrap-up code
After ending a call, the agent has the opportunity to enter one or more wrap-up codes. These wrap-up codes can be evaluated in reports, for instance, to obtain an overview of how many calls, e-mails and faxes were handled for a particular service or product.
Queues
Queued calls, e-mails and faxes are handled on the basis of waiting times and priorities in cases where such calls cannot be delivered immediately to a free agent. Announcements or music on hold can be played for callers in the queue, and callers can also be prompted for interactive input (e.g., press 1 for German or 2 for English). In addition, callers can be notified of their position in the queue if this has been configured in the call handling rules.
INFO: Queues or the agents who were assigned to a queue by the administrator are referred to as a group in the classical call center sense.
Callback function
If the caller finds the waiting time in the queue is too long, he or she can optionally leave a callback request (if configured by the administrator). This callback request retains the position of the caller in the queue and is delivered to an agent as a voicemail.
Classes of Service (Authorization Levels)
Using Classes of Service, the OpenScapeOfficeContactCenter makes a distinction between the roles of an agent, supervisor and administrator. Depending on the role assigned to a user, all or only limited functions in the user portal myAgent are made available to that user.
Integrated tool for administration
Depending on the permissions assigned to a user, he or she can configure the parameters for operating the ContactCenter via the OpenScape Office Assistant.
–Queues
The rules for call distribution and for handling calls within a queue can be designed via an easy-to-use, graphical user interface using the drag and drop technique.
–Schedules
Schedules define which rules are to be used on which days and at what times for a queue.. In addition to the standard schedule, it is also possible to define exceptions for a queue to be used on holidays, during closed business hours, vacation periods, etc. This allows for a high degree of flexibility when setting up availability.
–Breaks
Any number of types of breaks can be defined for the contact center. Agents can then select and activate such breaks as required.
–Wrap-up codes
For each queue, wrap-up codes can be defined and used to assign incoming calls to specific categories (e.g., orders, claims, service, etc.).
–Announcements
OpenScape Office MX V2 supports the convenient recording and importing of announcements and their flexible assignment to queues.
Reports and overviews
The user portals myAgent and myReports provide real-time and historical reports on all media. The reports provide a detailed insight into the processes of the ContactCenter and the resource utilization. This is a prerequisite for monitoring activities and making sound decisions.
- Caller list
The caller list contains detailed information about all previous calls, e-mails and faxes. Depending on the assigned class of service as an agent, supervisor or administrator, the user of myAgent receives the appropriate information. - Real-time reports
For each queue, thresholds and alerts can be defined in order to inform a supervisor acoustically and visually when definable operating parameters are exceeded. The supervisor can display reports on:
–all queues
–the associated Grade of Service
–the agents assigned to the queues
–and their current status
- Historical reports
myAgent provides 25 predefined standard reports. The historical reports are provided as graphs and/or table views. Furthermore, the optionally available user portal myReports offers more than 80 additional reports and the ability to customize them to individual requirements or to create new reports via the integrated BIRT (Business Intelligent and Reporting Tools) generator. The following reports are available in myAgent:
Report / Description
Percentage of Calls Received by Agents (All Queues) / Bar chart and table with number and percentage of answered calls and percentage of talk time per agent, as well as total values for all agents.
Percentage of Calls Received by Agents / Bar chart and table with number and percentage of answered calls and percentage of talk time per agent for a queue, as well as total values for all agents.
Agent Performance Details / Table with start time, pickup time, talk time and GOS (Grade of Service) for every call of an agent as well as total values per queue and total values for all queues
Queue Load Per Agent / Bar chart and table with number and percentage of calls per queue for an agent as well as total values for all queues.
Calls List By Agent / Table with start time, end time, queue, Q-time (i.e., waiting time), talk time, call number and Grade of Service for every call of an agent as well as total values for all calls; optionally only for the configured business hours.
Average Grade of Service by Agent / Line chart with average Grade of Service for an agent at hourly intervals on a daily basis.
Average Grade Of Service by Queue (Hourly) / Line chart with average Grade of Service for a queue at hourly intervals over a period of several days.
Average Grade of Service by Agent (Hourly) / Line chart with average Grade of Service for an agent at hourly intervals over a period of several days.
Average Grade Of Service by Queue / Line chart with average Grade of Service for a queue at hourly intervals on a daily basis.
ContactCenter - Hourly Traffic / Line chart and table with number and percentage of calls at hourly intervals over a period of several days. This is a useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of Service.
ContactCenter Calls / Table with call ID, date and time, possibly agent, queue,
Q-time, pickup time, talk time and call number for all calls, classified as missed, abandoned and answered calls, as well as total values per call type and total values for all call types; optionally only for the configured business hours. A missed call for one agent can also appear as an answered call for another agent or as an abandoned call.
Queue Traffic Comparison / Pie chart and table with number and percentage of the calls handled per queue, as well as total values for all queues; optionally only for the configured business hours.
Answered Calls Statistics / Table with number of calls, percentage of answered calls, maximum Q-time and number and percentage of answered calls per queue and Q-time in 30-second intervals, as well as total values for all calls.
ContactCenter - Hourly Traffic / Line chart with number of calls at hourly intervals on a daily basis; useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of Service.
ContactCenter - Hourly Traffic by Queue / Line chart with number and percentage of calls for a queue at hourly intervals on a daily basis; useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of Service.
Missed Calls Per Queue / Pie chart and table with number and percentage of missed calls per queue, as well as total values for all queues; optionally only for the configured business hours.
Missed Calls Report / Table with date and time, call ID, call number, customer name, company and number of missed calls per queue; optionally only for the configured business hours.
Abandoned Calls Statistics / Table with number and percentage of calls abandoned by callers before reaching an agent, per queue, and Q-time in 30-second intervals, as well as total values for all calls; optionally only for the configured business hours.
Abandoned Calls Per Hour / Bar chart and table with number and percentage of calls abandoned by callers before reaching an agent, per hour. Only the time period from 6:00 to 20:00 hours is taken into account.
ContactCenter Summary
(All Call Types) / Table with number of calls, average pickup time, average talk time and average Q-time, number of callback calls, number of answered calls and number of abandoned calls per queue, as well as total values for all queues; optionally only for the configured business hours.
ContactCenter Summary (Answered Calls) / Table with number of answered calls, average pickup time, average talk time and average Q-time per queue, as well as total values for all queues; optionally only for the configured business hours.
Queue Summary Details / Bar chart and table with number of answered calls, number of abandoned calls, number of remaining calls, maximum, minimum and average Q-time for answered calls, maximum, minimum and average Q-time for abandoned calls and talk time for a queue. The remaining calls are calls that were handled differently, e.g., by a non-agent.
Wrap up Code Usage / Bar chart and table with number and percentage usage of the wrapup code, average talk time, total talk time and average Q-time per wrapup code for a queue; optionally only for the configured business hours.
Wrap up Code Usage
(All Queues) / Bar chart and table with number and percentage usage of the wrap-up code, average talk time, total talk time and average Q-time per wrap-up code for all queues; optionally only for the configured business hours.
Answered Calls / Table with call number, date and time, queue, agent, wrap-up code and station number of the agent for every answered call; optionally only for the configured business hours.
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