produktname vx.y vertriebsinformation - westcon...

OpenScape Office MX TM V2Sales Information

SEN VA SMEIssue: 1.0Date: 15.02.2010Status: In Reconciliation | Reconciled | Released | Discarded

© Siemens Enterprise Communications GmbH & Co. KG 2010

Published by Siemens Enterprise Communications GmbH & Co. KG Hofmannstraße 51D-80200 Munich, Germany

Forwarding and reproduction of this document, and utilization and communication of its contents to third parties shall not be permitted without express consent. Offenders will be liable for damages. Printouts from the Internet or intranet and copied files will not be updated. All rights, including rights created by patent grant or the registration of a utility model or design are reserved.

Sales Information

SEN VA SME OpenScape Office MX V2

Table of Contents1 Product Description..........................................................1

1.1 Overview...................................................................................21.1.1 Product Image............................................................................................................21.1.2 Key Highlights.............................................................................................................31.2 New Functions in Detail.............................................................31.2.1 New in myPortal and myPortal for Outlook.................................................................31.2.2 New in myAttendant....................................................................................................71.2.3 What’s New for Fax Users?........................................................................................81.2.4 Additional Languages for OpenScape Office..............................................................81.2.5 New Workpoints..........................................................................................................81.2.6 OpenScape Office Contact Center.............................................................................81.2.7 myAgent.................................................................................................................... 121.2.8 myReports................................................................................................................131.2.9 Serviceability Improvements.....................................................................................131.2.10 Important Notes on the Client Environment and Contact Center..............................141.3 Feature Description.................................................................151.3.1 System Overview......................................................................................................151.3.2 One-box and Multibox Systems................................................................................171.3.3 Internet Access.........................................................................................................171.3.4 IP Telephony (Voice over IP)....................................................................................181.3.5 Outside Line..............................................................................................................181.3.6 OpenScape Office - Integrated Applications.............................................................181.3.7 OpenScape Office Assistant.....................................................................................211.3.8 Subscribers/Stations.................................................................................................211.3.9 Making Calls.............................................................................................................221.3.10 Call Signaling, Calling Line ID...................................................................................221.3.11 Functions During the Call..........................................................................................221.3.12 Controlling Availability...............................................................................................221.3.13 Conferencing............................................................................................................221.3.14 Optimizing Communication.......................................................................................221.3.15 Easy Operation.........................................................................................................221.3.16 Working in a Team (Groups).....................................................................................221.3.17 Contact Center..........................................................................................................231.3.18 Internal Call Distribution (UCD; Uniform Call Distribution)........................................231.3.19 Emergency Calls.......................................................................................................231.3.20 Mobility......................................................................................................................231.3.21 Voicemail and Faxes.................................................................................................241.3.22 Operating and Monitoring the Telephony Feature....................................................241.3.23 LCR (Least Cost Routing).........................................................................................241.3.24 IP Networking...........................................................................................................241.3.25 Accounting................................................................................................................251.3.26 Security.....................................................................................................................251.4 Technical Data.........................................................................261.4.1 Connectable Phones, Devices and Infrastructure Components................................271.4.2 Languages Supported...............................................................................................291.4.3 Prerequisites for myPortal.........................................................................................301.4.4 Prerequisites for myPortal for Outlook......................................................................311.4.5 Prerequisites for myAttendant...................................................................................321.4.6 Prerequisites for myAgent.........................................................................................331.4.7 Prerequisites for myReports.....................................................................................341.4.8 Prerequisites for the OpenScape Office Fax Printer.................................................341.4.9 Recommended and Certified Applications................................................................351.4.10 Additional Notes........................................................................................................351.4.11 Project-specific Releases..........................................................................................361.4.12 Additional Links.........................................................................................................361.5 Customer Benefits...................................................................37

Sales Information I 06.05.2023


1.6 Customer Requirements and Functional Constraints..................381.6.1 IP Network Requirements for IP Telephony (VoIP)...................................................381.7 Implementation and Networking Scenarios...............................391.7.1 Basic Scenario..........................................................................................................391.7.2 LAN Scenarios..........................................................................................................391.8 Licensing Procedure.................................................................421.8.1 Licenses.................................................................................................................... 431.8.2 License Assignment..................................................................................................451.9 Migration................................................................................461.10 Services..................................................................................461.10.1 HiPath Wireless Standalone AP with OpenScape Office MX....................................461.10.2 Customer Information for the HiPath Network Analysis............................................471.10.3 Siemens Information for the HiPath Network Analysis..............................................471.11 Positioning in Relation to Products in the Siemens Enterprise

Communications Product Range...............................................47

2 Sales Information............................................................482.1 Area of Application, Commencement of Marketing and Delivery.482.1.1 Customer Information on Commencement of Marketing and Delivery......................482.2 Sales Objectives and Target Groups..........................................482.2.1 Target Group............................................................................................................482.2.2 Unique Selling Proposition........................................................................................482.3 Marketing Structure.................................................................482.3.1 OpenScape Office MX Basic System........................................................................482.3.2 Gateway Modules.....................................................................................................482.3.3 Licenses.................................................................................................................... 492.3.4 OpenScape Office MX Demo and Training Set V2...................................................492.4 Supporting Sales Information...................................................492.4.1 Supporting Sales Information on the Internet............................................................49

3 Pricing and Commercial Handling.....................................503.1 Export Regulations..................................................................50

4 Data Protection and Information Security.........................514.1 Customer Information on Data Protection and Information

Security..................................................................................51

5 Training Concept.............................................................525.1 General...................................................................................52

6 Appendix........................................................................536.1 Abbreviations and/or Terms.....................................................................53

Sales Information II 06.05.2023


1 Product DescriptionOpenScape 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 Contact Center 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

Sales Information Page 1 06.05.2023


1.1 Overview

1.1.1 Product Image



1.1.2 Key Highlights

Page 11Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG

January 2010

OpenScape Office MX V2What’s New – Key Highlights

New user friendly client screen pop ups with more functionality

Scheduled callback for unsuccessful calls

Individual Hotkeys for easy access to often used functions

Conference invitation generates Outlook Calendar entry

Quick search with Directory access via myPortal for Outlook

... even more improvements for myPortal, myAttendant and myPortal for Outlook

OpenScape Office User Interface Enhancements

OpenStage 15 now supported

OpenScape Personal Edition

Completion of System Phone Family

Support of Windows 7, IE 8, MS Exchange 2007

Seamless myPortal-MS Outlook integration

Exchange calendar synchronization

Citrix & Windows Terminal Server environment support

Customizable LDAP field mapping

Integration Capabilities

SME Contact Center solution for distribution of voice, fax and e-mail with seamless integration in OpenScape Office

Max. 64 agents, 50 groups/queues, 64 supervisors

Skill-based routing and VIP support

Integrated Mutlimedia Contact Center

SSDP-ready (Smart Services Delivery Platform) for improved remote vendor support

Consolidated IP configuration for rapid deployment

Decoupled UC application reset

Serviceability Improvements

1.2 New Functions in Detail

1.2.1New in myPortal and myPortal for OutlookThe 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 entriesSingle 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 entryAll 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 accessDuring 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 voicemailsWhen 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 barAs 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 myAttendantNew menu item "Message Center"

By right-clicking on the user button of a subscriber, the associated Message Center 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 PopupsWhen 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 DirectorymyAttendant 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 groupsWith 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 usersUsing 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 OpenScape OfficeThe following additional languages are now available for myPortal, myPortal for Outlook, myAttendant and myAgent: Russian (Cyrillic font), Czech

1.2.5New WorkpointsOpenStage 15OpenStage 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 15OpenStage 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 EditionOpenScape Personal Edition is a new PC soft client (HFA), the successor product for optiClient 130

1.2.6 OpenScape Office Contact CenterThe multimedia OpenScape Office Contact Center 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 distributionIncoming calls, e-mails and faxes are automatically routed to the longest idle agent with the highest skills.

– Skills-based routingEach agent can be assigned a skill level on a scale from 1 to 100. OpenScape Office Contact Center uses these evaluations to route calls intelligently to the available agent with the highest skills.

– Group-based routingIf 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 agentBy defining a preferred agents, a customer (i.e., any contact from the external directory) can always be assigned the same agent.



VIP serviceCustomers 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.

WrapupThe 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 codeAfter 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.

QueuesQueued 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 functionIf 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 OpenScape Office Contact Center 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 administrationDepending on the permissions assigned to a user, he or she can configure the parameters for operating the Contact Center via the OpenScape Office Assistant.

– QueuesThe 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.

– SchedulesSchedules 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.

– BreaksAny number of types of breaks can be defined for the contact center. Agents can then select and activate such breaks as required.

– Wrap-up codesFor each queue, wrap-up codes can be defined and used to assign incoming calls to specific categories (e.g., orders, claims, service, etc.).

– AnnouncementsOpenScape Office MX V2 supports the convenient recording and importing of announcements and their flexible assignment to queues.

Reports and overviewsThe 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 Contact Center and the resource utilization. This is a prerequisite for monitoring activities and making sound decisions.



Caller listThe 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 reportsFor 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 DescriptionPercentage 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.

Contact Center - 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.

Contact Center 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.



Report DescriptionAnswered 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.

Contact Center - 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.

Contact Center - 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.

Contact Center 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.

Contact Center 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.



WallboardThe details of queues can, if required, be displayed on a large screen monitor or projector as a wall display to provide information to agents. A specially configured myAgent serves as a signal source.

1.2.7 myAgentThe user portal myAgent offers contact center agents convenient functions for processing calls, faxes and e-mails. Depending on the assigned role (agent, supervisor or administrator), further functions can be used.

Functions for the Agent class of service (authorization level)– Log into the communication system via any myAgent user portal– Individual language selection at login



– Free choice of a phone at the workplace– Displaying the agent status of agents in the queue and the presence status of internal

subscribers– Displaying the connection status of agents in the queue and internal subscribers– Displaying properties of all agents (agent assignments) in the assigned queues– Call and contact handling via screen pops and telephony toolbar– Selecting defined breaks– Entering wrap-up codes for defined categories and wrap-up times– Caller list with details of all contacts for the assigned queues over a selectable time period– Recording calls for documentation and training purposes– Access to internal directory (internal subscribers, including their current presence status)

and external directory (contacts from an offline corporate directory)– Editing contact information (first name, last name, company and phone number) in the

external directory– Exchange of texts as instant messages with internal subscribers (chat)– Requesting assistance from a supervisor during a call– Individual assignment of user buttons for internal subscribers– Displaying queue details (table with statistical information in real time) for the associated

queues, for example, the average time in a queue, the average talk time in a queue, etc.

Functions for the Supervisor class of service (authorization level)The Supervisor class of service offers the following features beyond the scope of the Agent authorization level:

– Displaying properties of all agents (agent assignments) of all queues– Displaying queue details of all queues– Editing contact information (other than customer ID) in the external directory– Accepting a request for assistance– Activating an alarm on exceeding a number of queued calls or on exceeding the waiting

time for a call in a queue– Overriding the call of an agent– Invoking the OpenScape Office administration tool to configure the Contact Center

Functions for the Administrator class of service (authorization level)The Administrator class of service offers the following features beyond the scope of the Supervisor authorization level:

– Assigning agents to queues– Removing agents from queues

1.2.8 myReportsmyReports is an application for creating reports on the calls, queues, agents, performance, GOS (Grade of Service) and wrapup codes of the Contact Center. It can, for example, be used to create scheduled reports automatically.myReports offers the following features:

– More than 80 predefined reports– BIRT RCP Designer for designing custom reports– Scheduled generation of reports– Delivery of reports by e-mail or as printouts– Output formats: Excel, PDF, Word and PostScript

1.2.9 Serviceability ImprovementsLDAP Field MappingTo support mapping to any LDAP database, fields can be mapped using OpenScape Office Assistant. Examples: map Salutation to Title, First Name to Given Name.



Testing E-Mail ForwardingAfter configuring e-mail forwarding, the function can be tested immediately by sending a test e-mail to any mail address.

Plug-in for SSDP (Smart Services Delivery Platform)SSDP is the new Internet-based platform for Remote Services from Siemens Enterprise Communications GmbH&Co.KG. OpenScape Office MX V2 includes a service plug-in for SSDP and thus ensures easy and cost-effective remote maintenance.Maximum security through outbound Internet connection: The entire remote connection setup is always initiated by OpenScape Office MX. This means that the firewall of the customer network must only allow one HTTP connection to a single address in the Remote Service Center.The plug-in is deactivated by default. When activated, an automatic registration at the Remote Service Center is done, if an Internet connection is established.The SSDP is not yet in place globally. SEN Service will provide SSDP for all countries and channels, independently of OpenScape Office MX.

Configured IP addressesAn overview of the IP addresses configured in the communication system (DNS Server, PSTN Peers, etc.) can be obtained.

Reset personal greetings of the voicemailUsing OpenScape Office Assistant, an administrator can reset the personal greetings of the voicemail boxes of selected subscribers to the default greetings. The custom settings (password, announcements, voicemail, faxes, journal entries, scheduled conferences, etc.) of these subscribers are also deleted in this process. Subscribers can use myPortal and myPortal for Outlook to reset the personal greetings of their own voicemail box to the default greetings.

1.2.10 Important Notes on the Client Environment and Contact Center

Notes on the Client Environment myPortal, myPortal for Outlook, myAttendant and myAgent have been released for use under

Windows 7 in 32-bit and 64-bit environments. For all other operating systems, the clients have only been released under a 32-bit operating system. Please also refer to the related information in the Readme file.

OpenScape Office Fax Printer has only been released for 32-bit environments (applies to all Windows versions).

myAgent and myReports have currently not bet been released for Terminal Server operation. Please also refer to the Release Notice for the respective software versions.

Analog stations are always "Comfort User" and do not require any additional license. No hotkeys can be used in myAttendant.

Notes on the Contact Center External links to the Contact Center must be routed over ISDN lines. Analog and SIP trunk

connections are not supported. For one-box systems, up to 10 active agents may be put into service, and up to 200 calls to

agents are possible per hour. For two-box and three-box systems, up to 64 active agents may be put into service, and up to

500 calls to agents are possible per hour. The order item for the Contact Center Fax license (L30250-U622-B456) for distributing faxes

to agents will be released at a later point in time (Fix Release).



1.3 Feature DescriptionA detailed description of all features can be found in the OpenScape Office MX V2 Feature Description.

1.3.1 System OverviewOpenScapeOffice MX is a unified communications solution with integrated applications such as Presence status, messaging functions, conference management and Contact Center for companies with 10 to 150 subscribers.OpenScape Office MX is easy to operate and offers the following with the integrated OpenScape Office applications:

– Unified communications– Contact Center– Mobility options for mobile employees– Services for voice and data– Open interfaces for the integration of external applications

1.3.1.1 Unified Communications ApplicationsOpenScape Office includes the unified communications applications integrated in OpenScape Office MX with the convenient user portals myPortal, myPortal for Outlook and myAttendant.OpenScape Office can be easily managed by administrators via the web-based OpenScape Office Assistant.OpenScape Office provides a wide range of functions via the following user portals:

– myPortalUser portal for accessing the unified communication functions. Apart from information on the presence status, convenient dialing aids via favorites and phone directories, subscribers can easily initiate conferences and also access voicemails and faxes.

– myPortal for OutlookUser portal integrated in Microsoft Outlook for accessing unified communications functions analogous to myPortal. myPortal for Outlook also provides a Desktop Dialer.

– myAttendantOffers selective subscribers a user-friendly Attendant Console, including information on the Presence status.

1.3.1.2 Contact Center– See 1.2.6

1.3.1.3 Mobile Options for Mobile EmployeesOpenScape Office MX provides a variety of services such as WLAN functionality, Hot Desking and mobile telephony integration to optimally support the deployment of mobile employees.The following mobile deployment scenarios are supported:

Mobile subscribers in home offices (teleworkers) Mobility Entry

Mobile phone integration for access from a mobile phone to the telephony functions of OpenScape Office MX, e.g., transferring calls, toggling between two calls, initiating a conference and One Number Service (the subscriber can be reached via a single call number).

Mobile Logon– Teleworking– Desk Sharing– The subscriber no longer has his or her own office telephone.– Hot Desking



Multiple mobile employees share an office workplace.

One voicemail box for voice and fax messages Personal notifications, e.g., via SMS for incoming voice or fax messages Updating of Presence status from any phone, even an external one. CallMe, (myPortal and myPortal for Outlook) to benefit from favorable company rates. VPN connection for voice and data (PC client)

Mobile subscribers on company premises WLAN for subscribers who do not want to be chained to their desks Works with data and voice Dual-Mode Telephony

Dual-mode mobile phones support both GSM/UMTS networks and WLAN networks. Registration at OpenScape Office MX as an Internet telephony station (SIP) is possible over a WLAN.

Flex CallFlex Call (Mobile PIN) enables OpenStage or optiPoint phones to be temporarily used by other subscribers as if that phone were their own phones.

DECT over IPWith HiPath Cordless IP, DECT phones can be connected to OpenScape Office MX.

1.3.1.4 Voice and DataOpenScape Office MX provides numerous voice-related features such as conferencing and team functions. In addition, there are also functions for Internet access, IP telephony and for setting up and operating a data network (LAN infrastructure) with security mechanisms to protect the network from malicious attacks and to transfer data securely.Voice features for different topic areas:

– Making callsSetting up a connection, e.g., via speed dialing or directories

– Call Signaling, Calling Line IDCLIP, CLIR, COLP and COLR

– Functions during the callHolding, redirecting and transferring calls

– Controlling availability Call forwarding and call forwarding - no answer

– ConferencingDifferent types of application-controlled and phone-controlled conferences

– Optimizing communication Handling calls more efficiently and sending texts to internal subscribers

– Easy OperationResetting activated features, Direct Inward System Access (DISA) and multilingual text output

– Working in a team (groups)Multiple subscribers and phones can be reached under one station number

– UCD (Uniform Call Distribution)Uniform distribution of incoming calls to a group of subscribers (UCD group).

– Emergency CallsHotline/Hotline after timeout or an emergency service

Internet and data network:– Internet access

Access to the Internet is provided as a broadband connection. Broadband connections are set up via the DSL port or cable port and are suitable for high-speed data transmission in the Internet as well as for Internet telephony (DSL telephony).

– IP Telephony (Voice over IP)Making calls from within IP networks. The signals required for the call are transmitted using IP protocols over IP networks that can be used for data transmission.



– LAN infrastructureInfrastructure comprising a geographically restricted network of clients (e.g., PCs and phones), routers and switches. Communication between these systems occurs using various protocols (e.g., TCP/IP).

– SecuritySecurity in the data network and security against unauthorized access at telephones.

1.3.1.5 Open InterfacesOpenScape Office MX provides open interfaces for the integration of external applications.

– Physical Interfaces (LAN, USB, S0, S2M, a/b)– Logical Interfaces (CSTA protocol, Protocol for call detail records, SIP, DSS1)– API (Microsoft TAPI 2.1, Web Server Interface)– Interface for integrating web-based applications (http(s))

1.3.2 One-box and Multibox SystemsDepending on the system configuration, OpenScape Office MX can be used as a one-box system or as a multibox system. Every system box can be equipped with up to three gateway modules. The number of system boxes and gateway modules determines the number of available stations and interfaces.

OpenScape Office MX System Box

(b) (a)

Every system box includes a motherboard (a).Each system box can be equipped with a maximum of 3 gateway modules (b).

One-box systemA one-box system consists of one system box.

Multibox systemMultibox systems consist of two or three system boxes. One central box and one or two expansion boxes. The multibox system has a central database and is administered centrally.Station configuration in one-box and multibox systemsThe station configuration of OpenScape Office MX depends on the number of system boxes.

– One system box = up to 50 stations– Two system boxes = up to 100 stations– Three system boxes = up to 150 stations

1.3.3 Internet AccessAccess to the Internet is provided as a broadband connection. Broadband connections are set up via the DSL port or cable port and are suitable for high-speed data transmission in the Internet as well as for Internet telephony (DSL telephony).



1.3.4 IP Telephony (Voice over IP)IP telephony (Internet Protocol telephony) describes telephony within IP networks. The signals required for the call are transmitted using IP protocols over IP networks that can be used for data transmission. This type of telephony is also called Voice over IP (VoIP).IP telephony is implemented on the one hand for calls within an internal network (LAN or WAN in coupled corporate networks) and, on the other hand, for calls over the Internet between two IP stations or for calls over the Internet to conventional telephone networks. If the IP telephony occurs over the Internet, this is also referred to as Internet telephony.Both PCs as well as IP telephones suitable for IP telephony may be used as IP stations.To guarantee loss-free transmission and good voice quality, voice signals are compressed using audio codecs and marked using special procedures (Quality of Service) so that voice transmission has priority over data.INFO: Additional information on the released Internet Telephony Service Providers can be found under: http://wiki.siemens-enterprise.com.

1.3.5 Outside LineThe outside line connects the communication system to the PSTN via an ISDN or analog connection.

1.3.6 OpenScape Office - Integrated ApplicationsOpenScape Office is the generic term for the applications integrated in OpenScape Office MX. OpenScape Office provides subscribers with convenient user interfaces for unified communications.OpenScape office includes the following applications:

– myPortal– myPortal for Outlook– myAgent– Fax Printer– myAttendant

Subscribers for whom an e-mail address has been configured receive a welcome e-mail with Getting Started Instructions.

Customized settingsThe customized (i.e., subscriber-specific) settings for the applications are stored in ini files on the PC. A separate ini file is created for every user. The customized settings for myPortal for Outlook, myAttendant and the OpenScape Office Fax Printer are saved in the registry of the PC. This allows different users to use the myPortal, myPortal for Outlook, myAttendant and OpenScape Office Fax Printer applications on one PC (desk sharing). This enables OpenScape Office to be deployed in Windows terminal server and Citrix server environments. OpenScape Office is installed on a central server. This allows different users to access the applications from their PCs without a local installation.



1.3.6.1 myPortalmyPortal is the user portal for accessing the unified communication functions of OpenScape Office MX. Besides convenient dialing aids via phone directories and favorites and information on the presence status of other subscribers, myPortal can, for example, also be used to access voicemails and faxes.

myPortal provides the following features:– Directories– Favorites list– Journal for calls– Screen pops– Presence status– CallMe service– Status-based call forwarding– Personal AutoAttendant– Conference management– Recording calls and conferences– Instant Messaging– Voice and Fax messages



1.3.6.2 myPortal for OutlookmyPortal for Outlook is the user portal integrated in Microsoft Outlook for accessing the unified communication functions of OpenScape Office MX. It is analogous to myPortal.

myPortal for Outlook provides the following features in addition to those of myPortal:– Desktop Dialer– Automatic invitation to conference participants by e-mail and Outlook appointment

1.3.6.3 myAttendantmyAttendant is a unified communications solution for Attendant functions. Besides convenient Attendant functions, dialing aids via phone directories and information on the presence status of other subscribers, myAttendant can, for example, also be used to access voicemails and faxes. Instant Messaging supports communication with internal subscribers.myAttendant provides the following features:

– Attendant functions– Directories– Journal– Screen pops– Presence status– Live recording of calls– Message Center– Voice and Fax messages– Instant Messaging– Team functions



1.3.6.4 myAgentmyAgent is a convenient application for the distribution and handling of calls in a contact center.myAgent provides the following features:

– Call processing– Agent callback– Agent status– Presence status– Real-time monitoring of queues– Recording of calls, if activated in the communication system– Silent monitoring of calls– Overriding calls– Instant Messaging– Directories– Voice and Fax messages– Reports

1.3.7 OpenScape Office AssistantOpenScape Office Assistant enables you to quickly and easily install and centrally administer the communication system with its applications, including any connected devices such as telephones.OpenScape Office Assistant does not require you to have any great expertise, since wizards are available to guide you through all the necessary steps. In Expert mode, trained service technicians have direct access to all settings, that is, not via wizards. Different user profiles permit different users to perform different types of administrative tasks. OpenScape Office Assistant is platform-independent and runs on the usual operating systems.

1.3.8 Subscribers/StationsA station is a communication partner connected to the communication system. You can define specific values (for example, phone number, name, and DID number) and properties (for example, type of call signaling) for the station. In general, every station (apart from virtual stations and application suite stations) is assigned a terminal. A terminal is, for example, a telephone, a PC or fax device.The following types of station can be configured:

– IP stations (also known as IP clients)– ISDN stations– Analog stations– Virtual stations– Mobility Entry stations (Mobile Connect subscribers)– Application Suite stations (OpenScape Office subscribers)

Station configuration is split into standard configuration and advanced configuration. The default settings for IP stations, ISDN stations and analog stations are configured via wizards (possible with an administrator ID). The advanced settings are configured using Expert mode (only possible with a service technician ID). Virtual stations, Mobility Entry stations and application suite stations are configured entirely in Expert mode (both the standard and advanced settings). The default settings can be conveniently edited in a list for all stations of a station type (e.g., IP client or analog stations).The Customer administrator account cannot be used to configure stations, but can be used to define the names of stations.A dial plan should be available for the stations connected to the communication system.Station numbers, names and DID numbers of subscribers can be retrieved via the dial plan in the Service Center.



1.3.9 Making CallsThe communication system offers various options for initiating a phone call. Apart from manual dialing, this includes dialing aids such as speed dialing or directories.

1.3.10 Call Signaling, Calling Line IDThe communication system offers various options for call signaling and call number display such as CLIP, CLIR, COLP and COLR, for example.

1.3.11 Functions During the CallThe communication system offers various options for placing a phone call on hold or redirecting and transferring it.

1.3.12 Controlling AvailabilityTo control availability, the communication system provides numerous options, some of which can be activated by subscribers themselves, (e.g., call forwarding, myPortal functions) and some which must be configured by the administrator (e.g., call forwarding - no answer).

1.3.13 ConferencingA conference enables a subscriber to call multiple internal (incl. Mobility Entry subscribers) and external subscribers simultaneously. Different types of application-controlled and phone-controlled conferences are available to subscribers.

Application-controlled conferenceAs a subscriber, you can initiate, control and manage an application-controlled conference with the Conference Management feature of myPortal or myPortal for Outlook. Conference Management requires the Comfort Plus User license.

Phone-controlled ConferenceAs a subscriber, you can initiate a phone-controlled conference and then control it via the phone as follows:

– Call the desired conference participant and connect him or her to the conference– Extend a consultation call into a conference– Extend a second call into a conference

1.3.14 Optimizing CommunicationThe communication system offers a range of options for increasing efficiency in call handling and sending texts to internal stations.

1.3.15 Easy OperationThe communication system provides a wide range of user-friendly options to enable easy operation including, for example, resetting activated features, Direct Inward System Access (DISA) and multilingual text output.

1.3.16 Working in a Team (Groups)The communication system offers several methods of combining stations into groups so that multiple subscribers and phones can be reached under one call number, for example, or a call to one station can also be signaled at other stations.



1.3.17 Contact Center– See 1.2.6.

1.3.18 Internal Call Distribution (UCD; Uniform Call Distribution)

The "Uniform Call Distribution (UCD)" feature of the communication system enables group-oriented routing for incoming calls.As a rule, call distribution occurs by sending an incoming call to a UCD group to the station (agent) in the UCD group whose last call lies furthest in the past. If there is no agent free to accept an incoming call, the call is automatically forwarded to a queue. Waiting calls are distributed to free agents on the basis of priority and wait time. Announcements or music on hold can be played for waiting callers.INFO: The UCD function should not be confused with the functionality of the OpenScape Office Contact Center. It basically functions independently of the OpenScape Contact Center. However, the OpenScape Contact Center functions do require the UCD functions to implement queues for calls and for emergency mode operations.

1.3.19 Emergency CallsThe communication system and the phones connected offer different options for making emergency calls. The administrator can configure a hotline or hotline after timeout or an emergency service.

1.3.20 MobilityOpenScape Office MX integrates mobile stations (mobile phones, teleworkers). This allows the mobile station to use the features of the communication system.In general, a distinction is made between two types of mobile subscribers:

– mobile subscribers in home offices (teleworkers) and– mobile subscribers on company premises

Mobile subscribers in home offices (teleworkers)As a teleworker, you work from home and use the features of the communication system via a VPN (Virtual Private Network).This enables secure transmission over an unsecured network. Data is transmitted in encrypted format.

Mobile subscribers on company premisesMobile subscribers on the company premises can use any phone on the campus like their own phones. All the usual features are available to them.

1.3.20.1 Mobility EntryMobility Entry integrates mobile stations in the communication system. Mobile stations can be integrated in the communication system with any phone numbers (e.g., mobile phone number, fixed-network number of the home office, etc.).The term mobile station refers to mobile phones and teleworking workplaces.Mobile subscribers are treated as internal subscribers in the communication system.The subscriber has access to certain system features. These features are executed by DTMF dialing after dialing into the communication system.The system assigns a mobile station to an internal station, thus creating a group consisting of the fixed-network telephone and the mobile station. Features are transferred to the mobile station in this way.Every station with a "Comfort Plus" license can be assigned a maximum of one mobile station.INFO: A maximum of 50 "Comfort Plus" stations can be configured, i.e., from the total of 150 "Comfort Plus" licenses, up to 50 of them can be Mobility Entry stations.



PSTN

Internet

optiPoint 410/420

OpenScape Office MX

Mobile Station(Mobile Phone or

Teleworker workplace)

Mobile Network

OpenStage Phones

1.3.21 Voicemail and FaxesThe Voicemail and Fax services offer subscribers convenient interfaces via myPortal and myPortal for Outlook for receiving and managing voicemails and fax messages. In addition, subscribers can send faxes via the OpenScape Office Fax Printer.The Voicemail and Fax services can be used by subscribers with the system telephones (HFA) OpenStage, optiPoint 410 and optiPoint 420.The Fax service is integrated in OpenScape Office MX and can be set up by the administrator for licensed ComfortPlus users.Apart from the integrated Fax service, external fax machines can also be connected via the a/b or ISDN interface.

1.3.22 Operating and Monitoring the Telephony FeatureThe communication system offers numerous system- and station-specific settings, such as date and time, SNTP, display data compression, customer-specific display, multilingual text output, deletion of all station numbers, and music on hold.

1.3.23 LCR (Least Cost Routing)The Least Cost Routing (LCR) function automatically controls the paths used for routing an outgoing connection. This path can be routed via the public network, various network providers (ITSPs) or a private network. The most suitable connection path is selected for a call on the basis of the dial plan, route tables, and outdial rules.Connections can be voice calls, analog data connections via fax and modem and ISDN data connections.

1.3.24 IP NetworkingIn IP networking, the administrator can combine multiple communication systems to form a network. This enables the stations of the individual communication systems (nodes) to call one another.

System-specific informationThe administrator can network up to four OpenScape Office MX systems.No central administration of networked OpenScape Office MX systems is currently possible. The release for networking refers to only the telephony functionality. The functions of the OpenScape



Office MX applications are only available at the local network node and thus cannot be used across nodes.IMPORTANT: The AutoAttendant not been released in networked systems!

1.3.25 AccountingThe communication system's Accounting module offers various options for saving, displaying, and editing connection costs and data, for instance, Advice of Charges at Station During Call (AOC-D), Call Duration Display on Telephone, Call Detail Recording Central (CDRC).

1.3.26 SecurityThe term security encompasses not only the security in a data network (e.g., firewalls, VPN and SSL), but also the security against unauthorized access at telephones (e.g., telephone locks).Security in a data network is ensured using access rights. Access rights are the rules used to decide if and how users, programs or program segments, and operations affect objects (such as networks, printers and file systems). This concept is most important when accessing the system that specifies which user is allowed to read, write, change or run which files.A distinction is made here between secure access and restrictions for system access. In addition, you can also view and track system accesses via the Admin Protocol.

Secure accessSecure access is guaranteed with the Secure Sockets Layer (SSL). SSL and VPN offer the greatest possible protection against unauthorized access: Virtual Private Network (VPN)

– VPN - Security Mechanisms– VPN - Certificates– VPN - Clients

SSL

Restrictions for system accessCertain system access restrictions are provided by protection and control mechanisms such as: Firewall

– Port Administration– URL Blocker– Expression Filter (Web Blocker)– IDS (Intrusion Detection System)

IP address filtering MAC address filtering Demilitarized Zone (DMZ)

Security at the Phone System Telephone Lock Individual Telephone Lock



1.4 Technical Data OpenScape Office MX

Installation variants As a standalone unit (desktop operation) or 19" rack mount; space requirements in 19" rack for a system box = 1.5 rack units

Standalone communication system with max. 3 system boxes (multibox system)

Stations Max. 150 stations, of which 148 are freely configurable Max. 50 stations per system box

PC clients myPortal and myPortal for Outlook Voicemail and fax box Personal AutoAttendant myAttendant

Up to 20 Attendant workplaces

Contact Center Max. 64 agents (one-box system - up to 10 agents) Max. 500 calls per hour to the Contact Center (one-box system: up to

max. 200 calls) Max. 50 queues/groups Max. 64 supervisors 1 myReports

Gateway modules 3 slots per system box for the use of various gateway modules

Optional Gateway Modules

GMS (not for U.S. and Canada) = Gateway module with four S0 ports for the ISDN trunk connection or the ISDN station connection

GMSA (not for U.S. and Canada) = Gateway module with four S0 ports for the ISDN trunk connection or ISDN station connection and four a/b interfaces for the analog station connection

GME (not for U.S. and Canada) = Gateway module with one S2M port for the ISDN Primary Rate Interface

GMT (for U.S. and Canada only) = Gateway module with one T1 interface for the ISDN Primary Rate Interface

GMAA (not for New Zealand) = Gateway module with four a/b interfaces for the analog trunk connection and two a/b interfaces for the analog station connection

GMAL = Gateway module with eight a/b interfaces for the analog station connection

Standard interfaces (motherboard)

One motherboard per system box with powerful AMD Sempron CPU and 1 GB memory

Standard interfaces

– 4 Gigabit LAN ports, internal– 1 Gigabit DMZ port– 1 Gigabit WAN port, external (e.g., for Internet access)– 1 USB server– 1 USB control

Operating System Linux

IP networking Up to four communication systems in a network

Internet connection 1 Internet Service Provider (ISP)



4 Internet Telephony Service Providers (ITSP)

(A list of the currently released ITSPs can be found under the Additional Links)

Dimensions (mm) Width = 440 mm Height: 66.5 mm (3.36 in) Depth = 350 mm

Power supply The communication system is equipped for connection to the power supply.

Nominal input voltage: 110V to 240V, with a tolerance of (+/-10%) -> 99V to 264V

Nominal frequency: 50/60 Hz

Current draw Max. 4A at 99V

Power consumption Depending on the configuration, 70-250 W per system box

Battery buffering UPS for 110V to 240V, capacity: 4 Ah (at 110V) * desired hours; a UPS interface as with a PC is not present

Environmental Conditions

Operating conditions: +5 to +40 °C (41 to 104 °F) Humidity: 5 to 85%

Color Metallic blue / Silver front

1.4.1 Connectable Phones, Devices and Infrastructure Components

PhonesIP phones (HFA) OpenStage 15, 20 E, 20, 20 G, 40, 40 G, 60, 60 G, 80, 80 G

optiPoint 410 entry, economy, economy plus, standard, advancedoptiPoint 420 economy, economy plus, standard, advanced

Key modules OpenStage Key Module, only for OpenStage 15, 40, 60 and 80

OpenStage BLF 40 (Busy Lamp Field), only for OpenStage 40

optiPoint key module optiPoint BLF optiPoint self labeling key module optiPoint application module

WLAN Phones The optiPoint WL2 professional phone can be optionally connected and operated via the following Access Points and Controllers:

– HiPath Wireless Standalone Access Point AP 2630 (cordless with internal antenna) or AP 2640 (cordless with external antenna). No more than six WL2 professionals can be connected to each access point (AP) and up to ten access points can be operated.

– HiPath Wireless Convergence Software (WLAN controller solution) for larger configurations

HiPath Cordless IP HiPath Cordless IP is a campus-wide mobility solution with the following mobile components:

– Gigaset S3 professional



– Gigaset S4 professional– Gigaset SL3 professional– Gigaset M2 professional

DECT phones are integrated via SIP. The scope of features is correspondingly restricted. Usage with OpenScape Office is likewise not possible in this case.

PC clients (HFA) OpenScape Personal Edition optiClient 130

SIP phones / IP adapter OpenScape Office MX supports an SIP interface for connecting SIP devices from third-party vendors as well.The following devices have already been certified:

– optiPoint 150 S– AP 1120 S (for connecting 2 analog phones or Fax

devices)The operation of other SIP devices must be certified within the framework of the HiPath Ready program.

Dual-mode mobile phones Dual-mode mobile phones are differentiated on the SIP protocol level. The tested devices are:

– Nokia N79– Nokia N85

Analog telephonesISDN devices

Add-on devices– Entrance telephone via ET-S adapter

Infrastructure components– Enterasys switches (of the A2, B3 and D2 series) with and without Power over Ethernet

(PoE)– LAN switches from other vendors with or without Power over Ethernet (PoE)– Routers (e.g., DSL router, VPN router)– VPN Client (tested with Microsoft Standard Client and NCP Client)– UPS (uninterrupted power supply unit)

INFO: Additional information can be found under: http://wiki.siemens-enterprise.com.



1.4.2 Languages SupportedSeveral different language variants are available for the various target groups such as subscribers, customer administrators, administrators and service technicians.These languages will be released as part of the country-specific introduction.

en en cs da es fi fr it nl no pl pt ru sv

Display on the OpenStage 15, 20 E, 20, 20 G, 40, 40 G, 60, 60 G, 80, 80 G system telephones (additional languages possible)

X X X X X X X X X X X X X X

Display on optiPoint 410/420 system telephones (further languages possible)


WL2 professional user interface X X - - X X X X - - - X - -

optiClient 130 user interface X X - - X X X X X - - X - -

OpenScape Personal Edition user interface

X X - - X X X X X - - X - -

OpenScape Office

myPortal, myPortal for Outlook, myAttendant, myAgent


myReports X X X - X X X X X - X X X -

TUI (Telephone User Interface) X X - X X X X X X X X X X X

OpenScape Office Assistant (the language can be set at logon.)

X X - - X - X X - - - X - -

The following language codes (ISO 639-1) are used for the abbreviations in the table:– de = German– en = English– cs = Czech– da = Danish– es = Spanish– fi = Finnish– fr = French– it = Italian– nl = Dutch– no = Norwegian– pl = Polish– pt = Portuguese– ru = Russian– sv = Swedish



1.4.3 Prerequisites for myPortalIn order to use myPortal, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations. Depending on the configuration, administration rights are required for the installation and automatic updates. The available functionality depends on the communication system being used and, for OpenScape Office MX, also on the licenses being used.myPortal can be used in combination with the following telephones:

– OpenStage HFA– optiPoint 410 HFA– optiPoint 420 HFA– optiPoint WL2 professional– OpenScape Personal Edition HFA– optiClient 130– Analog telephones

Requirements for clients: Operating system:

– Microsoft Windows XP (SP3) (32 bit)– Microsoft Windows Vista SP1 (32 bit)– Microsoft Windows Server 2003 SP2 (32 bit)– Microsoft Windows 7

Web browser: (for programming the function keys of the telephone):– Microsoft Internet Explorer Version 6 and later (Microsoft Internet Explorer Version 8 in

compatibility mode)– Mozilla Firefox Version 3 and later

Additional Software– Java 1.6– Access to Exchange Server 2003 (for Calendar Integration)

Hardware– 2 GHz CPU– 512 MB RAM for Microsoft Windows XP SP3 (32 bit)– 1 GB RAM for Microsoft Windows Vista SP1 (32 bit), Microsoft Windows Server 2003 SP2

(32 bit) and Microsoft Windows 7– 100 Mbps LAN– SVGA (800x600) screen resolution

Multi-user PCsUnder Microsoft Windows Vista SP1 (32 bit) with a multi-user PC or Microsoft Windows XP SP3 (32 bit) or Microsoft Windows 7 with a multi-user PC, every local user can use myPortal with his or her own customized settings, provided the first local user has installed this with local administration rights. Only the first local user with local administration rights can perform automatic updates.

Microsoft Terminal Server, Citrix Presentation ServermyPortal can be used in Terminal Server and Citrix Presentation Server environments under the following preconditions: In addition, project-specific releases are possible.INFO: Terminal Server and Citrix Server environments, including hosted services and virtual environments are the responsibility of the customer. Software Prerequisites for Installation on Microsoft Terminal Server

– Microsoft Windows Server 2003 SP2 (32 bit) and Microsoft Office 2003 SP3 or Microsoft Office 2007 SP1

– Microsoft Windows 2008 Terminal Server (32 bit) with Microsoft Office 2003 SP3 or Microsoft Office 2007 SP1

Software Prerequisites for Installation on Citrix Presentation Server 4.5 and Citrix XenApp Platinum Edition 5.0




Hardware Prerequisites The number of installable myPortal clients depends on the server performance and on the amount of available memory. If the server is also being used for other applications, the memory capacity of the server must also be considered. Memory requirements for myPortal clients:– Approx. 67,000 KB for the first instance– Approx. 53,000 KB additionally for every subsequent instance– Additional contact folders, LDAP databases or integrated applications such as the Outlook

Calendar Integration, for example, are not taken into account.

1.4.4 Prerequisites for myPortal for OutlookIn order to use myPortal for Outlook, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations. Depending on the configuration, administration rights are required for the installation and automatic updates. The available functionality depends on the communication system being used and, for OpenScape Office MX, also on the licenses being used.myPortal for Outlook can be used in combination with the following telephones:

– OpenStage HFA– optiPoint 410 HFA– optiPoint 420 HFA– optiPoint WL2 professional– OpenScape Personal Edition HFA– optiClient 130– Analog telephones



Web browser: (for programming the function keys of the telephone):– Microsoft Internet Explorer Version 6 and later (Microsoft Internet Explorer Version 8 in


Outlook:– Microsoft Outlook 2003 SP3– Microsoft Outlook 2007 SP2

Additional Software:– Access to Microsoft Exchange Server 2003– Microsoft Outlook 2007 SP2

Hardware:– 2 GHz CPU– 512 MB RAM for Microsoft Windows XP SP3 (32 bit)– 1 GB RAM for Microsoft Windows Vista SP1 (32 bit), Microsoft Windows Server 2003 SP2

(32 bit) and Microsoft Windows 7– 100 Mbps LAN– SVGA (800x600) screen resolution

Multi-user PCsUnder Microsoft Windows Vista SP1 (32 bit) with a multi-user PC or Microsoft Windows XP SP3 (32 bit) or Microsoft Windows 7 with a multi-user PC, every local user can use myPortal for Outlook with his or her own customized settings, provided the first local user has installed this



with local administration rights. Only the first local user with local administration rights can perform automatic updates.

Microsoft Terminal Server, Citrix Presentation ServermyPortal for Outlook can be used in Terminal Server and Citrix Presentation Server environments under the following conditions: In addition, project-specific releases are possible.INFO: Terminal Server and Citrix Server environments, including hosted services and virtual environments are the responsibility of the customer.



Software Prerequisites for Installation on Citrix Presentation Server 4.5 and Citrix XenApp Platinum Edition 5.0– Microsoft Windows Server 2003 SP2 (32 bit) and Microsoft Office 2003 SP3 or Microsoft

Office 2007 SP1 Hardware Prerequisites

The number of installable myPortal for Outlook clients depends on the server performance and on amount of available memory. If the server is also being used for other applications, the memory capacity of the server must also be considered. Memory requirements for myPortal for Outlook clients:– Approx. 5,000 KB for the first instance– Approx. 5,000 KB additionally for every subsequent instance– Additional contact folders, LDAP databases or integrated applications such as the Outlook

Calendar Integration, for example, are not taken into account. Favorites list with Citrix server operation:

– The Favorites list should not be set to Auto Hide, since it would otherwise not be visible on the Citrix server client. The Favorites list can be made visible (unhidden) again via the Setup menu.

1.4.5 Prerequisites for myAttendantIn order to use myAttendant, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations. Depending on the configuration, administration rights are required for the installation and automatic updates.myAttendant can be used in combination with the following system telephones:

– OpenStage HFA– optiPoint 410 HFA– optiPoint 420 HFA– optiPoint WL2 professional– OpenScape Personal Edition HFA– optiClient 130




(32 bit) and Microsoft Windows 7– 100 Mbps LAN (1 Gbps LAN recommended)– XGA (1024x768) screen resolution



Multi-user PCsUnder Microsoft Windows Vista SP1 (32 bit) with a multi-user PC or Microsoft Windows XP SP3 (32 bit) or Microsoft Windows 7 with a multi-user PC, every local user can use myAttendant with his or her own customized settings, provided the first local user has installed this with local administration rights. Only the first local user with local administration rights can perform automatic updates.

Microsoft Terminal Server, Citrix Presentation ServermyAttendant can be used in Terminal Server and Citrix Presentation Server environments under the following preconditions: In addition, project-specific releases are possible.INFO: Terminal Server and Citrix Server environments, including hosted services and virtual environments are the responsibility of the customer.



Software Prerequisites for Installation on Citrix Presentation Server 4.5 and Citrix XenApp Platinum Edition 5.0– Microsoft Windows Server 2003 SP2 (32 bit) and Microsoft Office 2003 SP3 or Microsoft

Office 2007 SP2 Hardware Prerequisites

The number of installable myAttendant clients depends on the server performance and on the amount of available memory. If the server is also being used for other applications, the memory capacity of the server must also be considered. Memory requirements for myAttendant clients: approx. 46,000 KB for every instance

1.4.6 Prerequisites for myAgentIn order to use myAgent, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations.myAgent can be used in combination with the following system telephones:

– OpenStage HFA– optiPoint 410 HFA– optiPoint 420 HFA– OpenScape Personal Edition HFA– optiClient 130

Minimum requirements for clients: Operating system:


Web browsers: (for reports):– Microsoft Internet Explorer Version 6 and later (Microsoft Internet Explorer Version 8 in


Additional software (for reports)– Adobe Reader 9





Multi-user PCsUnder Microsoft Windows Vista SP1 (32 bit) with a multi-user PC or Microsoft Windows XP SP3 (32 bit) or Microsoft Windows 7 with a multi-user PC, every local user can use myAgent with his or her own customized settings, provided the first local user has installed this with local administration rights. Only the first local user with local administration rights can perform automatic updates.

1.4.7 Prerequisites for myReportsIn order to use myReports, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations.



Web browser:Microsoft Internet Explorer Version 6 and later (Microsoft Internet Explorer Version 8 in

compatibility mode)Mozilla Firefox Version 3 and later

Additional Software– Java 1.6– Adobe Reader 9 (for reports in PDF format)– Microsoft Excel (for reports in Excel format)– Microsoft Word (for reports in Word format)



Multi-user PCsUnder Microsoft Windows Vista SP1 (32 bit) with a multi-user PC or Microsoft Windows XP SP3 (32 bit) or Microsoft Windows 7 with a multi-user PC, every local user can use myReports with his or her own customized settings, provided the first local user has installed this with local administration rights. Only the first local user with local administration rights can perform automatic updates.

1.4.8 Prerequisites for the OpenScape Office Fax PrinterIn order to be able to send faxes, OpenScape Office Fax Printer must be installed on the client PC of the subscriber. The client PC must have the appropriate hardware and software for this.


– Microsoft Windows XP (SP3) (32 bit)– Microsoft Windows Vista SP1 (32 bit)– Microsoft Windows Server 2003 SP2 (32 bit)

Hardware:– 2 GHz CPU– 512 MB RAM for Microsoft Windows XP SP3 (32 bit)– 1 GB RAM for Microsoft Windows Vista SP1 (32 bit) and Microsoft Windows Server 2003

(32 bit)



– 100 Mbps LAN (1 Gbps LAN recommended)– XGA (1024x768) screen resolution

Multi-user PCsUnder Microsoft Windows Vista SP1 (32 bit) with a multi-user PC or Microsoft Windows XP SP3 (32 bit) with a multi-user PC, every local user can use the OpenScape Office Fax Printer with his or her own customized settings, provided the first local user has installed this with local administration rights. Only the first local user with local administration rights can perform updates.

Microsoft Terminal Server, Citrix Presentation ServerThe Fax printer can be used in Terminal Server and Citrix Presentation Server environments under the following preconditions: In addition, project-specific releases are possible.INFO: Terminal Server and Citrix Server environments, including hosted services and virtual environments are the responsibility of the customer. Software Prerequisites for Installation on Microsoft Terminal Server

– Microsoft Windows Server 2003 (32 bit) and Microsoft Office 2003 SP3– Microsoft Windows Server 2003 SP2 (32 bit) and Microsoft Office 2007 SP2

Software Requirements for Installation on Citrix XenApp Platinum Edition– Microsoft Windows Server 2003 (32 bit) and Microsoft Office 2003 SP3– Microsoft Windows Server 2003 SP2 (32 bit) and Microsoft Office 2007 SP1

1.4.9 Recommended and Certified ApplicationsOpenScape Office MX can be optionally supplied with different applications that can be ordered and purchased separately. These are connected via a LAN. The customer's infrastructure dictates how the application is used.

Accounting– Standard Evaluation

The HiPath Call Charge Manager (Accounting Manager) is supplied for the standard evaluation of call charges data.

– Professional EvaluationTeledata Office combines cost management in the telecommunications area with an analysis of the communication traffic.

HiPath TAPI 120/170The HiPath TAPI 120/170 service provider is installed on a Windows server as standardized interface software. For TAPI 120/170, an additional CSTA license must be ordered.

CallBridge IPTAPI service provider for phoning with PCs under MS Windows operating systems via a LAN. CallBridge IP does not work in a VLAN configuration.

1.4.10 Additional NotesInstalling the Hardware and Setting up the System OpenScape Office MX is delivered from the factory with standard software that needs to be

upgraded to the latest software version within the framework of setting up the system. For upgrades from HiPath OpenOffice ME V1 to OpenScape Office MX V2, please refer to the

Upgrade instructions in the product documentation and the Release Notes. Due to logistical reasons, it is conceivable that your system box may still be labeled as HiPath

OpenOffice. This is not an error! OpenScape Office and HiPath OpenOffice use identical hardware.

The cable length for combining individual system boxes into a multi-box system must not exceed a maximum of 100 meters. The individual systems must not be interconnected via a switch or a hub.



Notes on the Client Environment Intrusion Detection must be disabled by default.

Features and Functions From a networking standpoint, the administration must be performed via OpenScape Office

Assistant individually for each node. No network-wide administration is possible. OpenScape Office always runs locally on one node. Consequently, no network-wide Presence

status or Unified Messaging is possible. When connecting an S0 Fax Server, note that all S0 trunks of the S0 Fax Server must always

be connected to the same GMS(A) module. Faxing via OpenScape Office is not supported for Internet telephony. Analog faxes via Internet

telephony (T.38) are possible. For customers who require Fax server functionality, the use of an external Fax server is recommended.

Cordless IP When using DECT phones, the scope of functionality is restricted. Please read the notes in the

sales documentation for Cordless IP for details.

Data Collection Tool (Customer Data Collection)The collection of customer-specific data can be optionally performed by the customer. After the data has been collected, it can be imported into the OpenScape Office MX. The data collection tool is an Excel-based application that is provided as a free SEN service.The Data Collection Tool (also called Data Gathering Tool) can be downloaded from http://wiki.siemens-enterprise.com/index.php/OpenScape_Office_MX.

1.4.11 Project-specific ReleasesNone

1.4.12 Additional Links Wiki OpenScape Office MX

http://wiki.siemens-enterprise.com/index.php/OpenScape_Office_MX Expert Wiki for VoIP/SIP products, applications and solutions from Siemens Enterprise

Communicationshttp://wiki.siemens-enterprise.com Information on the HiPath network analysis (extranet checklist; if you do not have access to the extranet page, contact your sales representative) https://enterprise-businessarea.siemens.com/productinfo/producthomepageservice.jsp?portalview=true&toptPackageId=1030003828



1.5 Customer BenefitsOpenScape Office MX Unified Communications will enable SME to:

– Improve worker productivity– Serve customers better– Save on communications costs

OpenScape Office MX enables customers to achieve several business advantages: Increased productivity through unrivaled increase in the efficiency of communications:

– Immediately available Presence status of the user: the Presence status is automatically determined by the status of the telephone or the Outlook calendar (through keywords such as "meeting" or "vacation"). This can also be controlled/edited via the telephone and myPortal.

– myPortal for Outlook: displays all communications in a single view (voicemail, fax, e-mail, journal). No more missed important calls or messages. All calls can be answered as soon as they arrive.

– Screen pop (pop-up window) with status information: immediate notification on receiving important calls and/or responses to calls as soon as messages are left.

– Call journal: easy tracking of customers, suppliers and other contacts with whom you need to communicate

– Personal automatic attendant (AutoAttendant): dynamic changing of voicemail announcements based on keywords in Outlook, e.g., "sick", "vacation" or "meeting".

– Conference management: set up ad-hoc and MeetMe conferences through drag and drop operations

– Attendant console myAttendant (including messaging center): display Presence status and check voicemail status for every company employee (based on classes of service). Instant Messaging (IM) with contacts via the console

– CallMe function: cost benefits from using favorable call charge tariff rates and package pricing negotiated by the office. Saves costs

– Integrated multimedia Contact Center: contact center solution for distribution of voice, e-mail and fax with seamless integration in OpenScape Office and skills-based routing and VIP support.

Greater customer satisfaction:– Simplified and enhanced OpenScape Office user interface, e.g., new user-friendly client

screen pops with more functionality or scheduled callbacks for unsuccessful calls. Higher employee satisfaction:

– myPortal enables all employees to see whether or not their colleagues can be currently reached.

More sales opportunities– Callers can be identified by the supplied CLIP information and immediately addressed

selectively. Lower training costs:

– For example, myPortal for Outlook is integrated in Microsoft Outlook and enhances an already familiar interface with additional functions.

Lower operating costs:– The integration of mobile phones (Mobility Entry) in OpenScape Office MX makes it

possible to use favorable call tariffs, for example. Simple installation, usage and maintenance:

– Intuitive wizards simplify the setup and configuration. The software components, all required client applications and the software for all IP telephones are preinstalled. No searching for CDs, no installation of additional application servers: simply unpack, switch on, set up and use.

– Software updates for the OpenScape Office MX, client applications, current documentation and the software for all IP telephones can be downloaded form the Internet. This simplifies maintenance and support for the installed solution.



– Deployable in the Windows environments of our customers, e.g., for Microsoft Windows 7 and Internet Explorer 8, Microsoft Exchange 2007, integration of myPortal in Microsoft Outlook, Exchange calendar synchronization, Citrix and Windows Terminal Server environments and customer-specific LDAP field mapping.

– Serviceability improvements: SSDP-ready (Smart Services Delivery Platform) for improved remote vendor support

True open communications:– Works on the basis of the existing infrastructure of the customer. Designed using open,

standards-based code – not bound to any single provider. Applications of other providers can be created for OpenScape Office MX and added to it. Migration speed customizable to suit customers' needs

1.6 Customer Requirements and Functional Constraints

1.6.1 IP Network Requirements for IP Telephony (VoIP)To ensure the quality of the voice transmission, the IP networks being used and the communication system must meet certain requirements. The voice quality and voice communication reliability always depend on the network technology in use.

LAN requirements– LAN with 100 Mbps or higher– Every component in the IP network must be connected to a separate port on a switch or to

a router; a hub should not be used.– No more than 50 msec delay in one direction (One Way Delay); not more than 150 msec

total delay– Max. 3% packet loss; if a fax/modem via G.711 is used, the packet loss must not exceed

0.05%.– No more than 20 msec jitter– Support for Quality of Service (QoS): IEEE 802.p, DiffServ (RFC 2474) or ToS (RFC 791)– Maximum 40% network load

WAN requirementsThe following requirements apply if IP telephony is implemented in internal IP networks connected via WAN:

– Each internal IP network (LAN) must each be connected to the Internet via a WAN connection with a fixed IP address.

– The bandwidth required for the calls must always be available for both uploads and downloads.

– The number of simultaneous WAN-based IP phone connections is limited by the bandwidth and the audio codecs used. Given the same bandwidth, more phone connections can be established if an Audio Codec with high compression is used.

– OpenScape Office MX does not have an integrated modem, so an external modem is required. (e.g., DSL modem).

The following constraints apply to IP telephony via ITSP (Internet Telephony Service Providers):– Voice quality restrictions can occur at ports that are not QoS-compliant (generally, ADSL

ports). Good voice quality is achieved by reserving a non-QoS-compliant Internet connection exclusively for voice connections to the ITSP.

– The router used must support QoS functions and broadband control mechanisms to guarantee good voice quality.



1.7 Implementation and Networking Scenarios

1.7.1 Basic ScenarioThe basic scenario illustrates the use of OpenScape Office MX as a stand-alone unit.OpenScape Office MX provides:

– Simple connection to the public network (PTSN) and Internet– Unified communications applications (OpenScape Office)– Comprehensive IP phone portfolio, including PC clients– Connection options for analog and ISDN phones and fax devices– Fully integrated into the company network

PSTN Internet

Company NetworkAnalog phones,Fax devices andEntrance Telephone /

Door Opener

ISDN phonesand Fax devices

WLAN AP 2630/2640

WL2 professional

OpenStagephones

PC client

PC with OpenScape Office

1.7.2 LAN ScenariosA LAN scenario is a typical example to illustrate the use of the components and the structure of the internal network (LAN). Depending on the used components, there are different LAN scenarios in which OpenScape Office MX can be used.The following section describes three LAN scenarios that apply in most cases. OpenScape Office MX can be connected directly to an Internet modem (scenario 1) or to an already existing external Internet router (incl. Internet modem). When using an external Internet Router, a DHCP server of an external Internet router (scenario 2) or the DHCP server of OpenScape Office MX (scenario 3) can be used.If the DHCP server is used by OpenScape Office MX (scenarios 1&3), the latest software can be automatically loaded onto the system phones. If the DHCP server is not used by OpenScape Office MX (scenario 2), the IP address of this DHCP server should be entered for the system phones so that the software can be automatically loaded onto the system phones.

1.7.2.1 Scenario 1 - OpenScape Office MX Connected to an Internet ModemIn scenario 1, no Internet access has been configured as yet. The external Internet modem is connected directly to OpenScape Office MX (WAN port). The IP stations (IP phones, PC clients, WLAN Access Points, etc.) are connected to OpenScape Office MX (UPLINK port) via one or more switches and obtain their IP addresses dynamically from the DHCP server of OpenScape Office MX. The admin PC can be connected directly to OpenScape Office MX (via the ADMIN port) or to a switch on the LAN. Since the DHCP server is used by OpenScape Office MX, system phones can be automatically supplied with the latest software.Example for Scenario 1 with three PC clients, two IP phones and one WLAN Access Point:



PSTN Internet

Dyn. IP: 192.168.1.254

WAN

Fix IP: 192.168.1.2DHCP Server active

Dyn. IP: 192.168.1.253

Dyn. IP: 192.168.1.252

Dyn. IP: 192.168.1.251

Dyn. IP: 192.168.1.250

Dyn. IP: 192.168.1.249

OpenScapeOffice MX

InternetModemUPLINK

WLANAccess Point

IP-Telefon

PC

Admin-PC

Internet

PSTN/ISDN

PC

IP-Telefon

LAN

1.7.2.2 Scenario 2 - OpenScape Office MX Connected to Internet Router with External DHCP Server

In scenario 2, an internal network with an Internet router (DSL router) is already available. Internet access is configured in the external Internet router. OpenScape Office MX is connected to the existing internal network via the UPLINK port. The IP clients (IP phones, PC clients, WLAN Access Points, etc.) are integrated in the LAN via one or more switches and obtain their IP addresses dynamically from the DHCP server of the Internet router. The internal DHCP server of OpenScape Office MX is disabled. The admin PC is initially connected directly to OpenScape Office MX (via the ADMIN port) for administration and can subsequently be integrated into the LAN via a switch. In order to enable software to be automatically loaded onto system telephones, the IP address of the external DHCP server must be entered at the system telephones, and the vendor-specific settings must be adapted on the DHCP server (see the description of the external DHCP server for details).Example for Scenario 2 with three PC clients, two IP phones and one WLAN Access Point:



PSTN Internet

Dyn. IP: 192.168.1.254


Dyn. IP: 192.168.1.253

Dyn. IP: 192.168.1.252

Dyn. IP: 192.168.1.251

Dyn. IP: 192.168.1.250

Dyn. IP: 192.168.1.249

OpenScapeOffice MX

InternetRouter

UPLINK

WLANAccess Point

IP-Telefon

PC

Admin-PC

Internet

PSTN/ISDN

PC

IP-Telefon

LAN

Fix IP: 192.168.1.2DHCP Server not active

Existing LAN

New Components

1.7.2.3 Scenario 3 - OpenScape Office MX Connected to Internet Router with DHCP Server of OpenScape Office MX

In scenario 3, an internal customer network with an Internet router is already available. Internet access is configured in the external Internet router. OpenScape Office MX is connected to the existing internal network via the UPLINK port. The IP clients (IP phones, PC clients, WLAN Access Points, etc.) are integrated in the LAN via one or more switches and obtain their IP addresses dynamically from the DHCP server of OpenScape Office MX). The internal DHCP server of the Internet router is disabled. The admin PC can be connected directly to OpenScape Office MX (via the ADMIN port) or to a switch on the LAN. Since the DHCP server is used by OpenScape Office MX, system phones can be automatically supplied with the latest software.Example for Scenario 3 with three PC clients, two IP phones and one WLAN Access Point:



PSTN Internet

Dyn. IP: 192.168.1.254

Fix IP: 192.168.1.1DHCP Server not active

Dyn. IP: 192.168.1.253

Dyn. IP: 192.168.1.252

Dyn. IP: 192.168.1.251

Dyn. IP: 192.168.1.250

Dyn. IP: 192.168.1.249

OpenScapeOffice MX

InternetRouter

UPLINK

WLANAccess Point

IP-Telefon

PC

Admin-PC

Internet

PSTN/ISDN

PC

IP-Telefon

LAN


Existing LAN

New Components

1.8 Licensing ProcedureLicensing is handled via a centralized License Management procedure for the administration and activation of licenses. The product/feature is supplied together with a License Authorization Code (LAC) with which a license file is obtained from the Central License Server (CLS). This license file is used for activating licenses. This procedure provides protection against any potential manipulation of the licenses.

Central License Server (CLS)The Central License Server (CLS) generates and manages the license files. A license file is generated when the License Authorization Code is sent to the CLS by OpenScape Office MX. The transmission of the license file to OpenScape Office MX occurs automatically via the Internet or ISDN. If an automatic transmission is not possible, the license file can also be loaded manually in OpenScape Office MX.Every customer or sales partner has a separate license account on the CLS. The accounts can be maintained at the CLS via a separate web-based user interface. All available and already purchased licenses can be displayed.

OpenScape Office AssistantThe licenses are activated with OpenScape Office Assistant. OpenScape Office Assistant transfers the License Authorization Code (LAC) to the CLS and receives the associated license file. It then checks if the license file matches the product/feature and activates that product/feature if the check is successful. In addition, every product/feature sends a request to OpenScape Office Assistant at startup to determine whether or not the license is valid. OpenScape Office Assistant checks the request and releases the product/feature if the license is correct and valid.

Grace PeriodAfter purchasing or installing the product/feature, the license for it must be activated within a specified time period (called the grace period; typically within 30 days, depending on the product



involved). During this grace period, the product is fully functional. If the licensing is not completed before the grace period expires, the system will only operate in Emergency mode thereafter. In Emergency mode, the functionality is restricted to one IP client with access to the communication system via Remote Access.

MAC AddressDuring production, every OpenScape Office MX is assigned a board-specific number, called a MAC address, which is unique world-wide. To guarantee unique licensing, the license file is bound to the MAC address of an OpenScape Office MX system. Every OpenScape Office MX must therefore be licensed with a separate license file. If multiple OpenScape Office MX system boxes are combined into a single multibox system, only one license file is required. Any additional licenses obtained are always bound to the MAC address the central box.

SummaryOn purchasing the product/feature, the customer receives a License Authorization Code (LAC). The customer then transfers the LAC to the CLS (Central License Server) using OpenScape Office Assistant. The LAC enables a unique identification of the purchased licenses to be made, and this information is returned to OpenScape Office Assistant in encrypted format in a license file. A valid license file must be obtained within the grace period.INFO: In order to successfully activate additional licenses, the license for the basic package must already have been activated in advance or be activated at the same time as the additional licenses.INFO: The IP address of the CLS (Central License Server) can be checked via OpenScape Office Assistant under License Management > Settings and changed if required.

1.8.1 LicensesIn order to use the communication system after the grace period, licenses are required. The licenses define the scope of features available at the communication system.For OpenScape Office MX, three different basic license packages are available for basic operation. To expand OpenScape Office MX, additional licenses (e.g., 5 additional Comfort User licenses) can be purchased. Regardless of the selected basic license package, the communication system can be expanded to a maximum of 150 IP stations. For every IP station, a Comfort User or Comfort Plus User license is required.The following licenses are available:

Basic License Package 10 Plus– 1x system license for the operation of OpenScape Office MX– 10x licenses for Comfort Plus User– 4x licenses for Media Stream channels– 1x license for the CSTA application interface (reserved for the OpenScape Office

application)

Basic License Package 20– 1x system license for the operation of OpenScape Office MX– 15x licenses for Comfort User– 5x licenses for Comfort Plus User– 4x licenses for Media Stream channels– 1x license for the CSTA application interface (reserved for the OpenScape Office

application)

Basic License Package 20 Plus– 1x system license for the operation of OpenScape Office MX– 20x licenses for Comfort Plus User– 4x licenses for Media Stream channels– 1x license for the CSTA application interface (reserved for the OpenScape Office

application)

Contact Center Basic License Package– 1x license for usage of the contact center



– 4x licenses for Contact Center agents (myAgent)– 1x license for the CSTA application interface (e.g., for TAPI)

Comfort User (available individually or in packages of 100 units)– Usage of all communication functions of OpenScape Office MX– Unified Communications functions via myPortal The "Fax incoming/outgoing", "Conference

Management" and "Mobility Entry" features are excluded for the Comfort User.– Managing voicemail (only possible with system phones)– Analog stations are always "Comfort User" and do not require any additional license.

Comfort Plus User (available individually or in packages of 100 units)– Usage of all communication functions of OpenScape Office MX (only possible with system

phones)– Unified Communications functions via myPortal (only possible with system phones).– Fax incoming/outgoing– Conference management– Mobility Entry– Managing voicemail (only possible with system phones)

Upgrade from Comfort User to Comfort Plus UserINFO: The Comfort User licenses included in the Basic Package cannot be upgraded to Comfort Plus User licenses. New Comfort User Licenses must be purchased for the upgrade.

CSTA Application InterfaceFor a CSTA connection to enable the use of CSTA applications. A total of 7 CSTA connections may be licensed. For every CSTA connection, a separate CSTA license is required. Different priorities (levels) are assigned to the CSTA applications.

– OpenScape Office: Level 1– TAPI 170 V2 R1: Level 2– Other CSTA applications: Level 3

If all CSTA connections are in use and a further CSTA application is started, the CSTA application with the lowest priority is automatically terminated. If the new CSTA application has the lowest priority or an equivalent level to one of the other applications, the new application is not started. This automatic prioritization ensures that the OpenSape Office application can always be used even if all CSTA connections are already in use.

Media Stream ChannelFor additional bandwidth to enable concurrent voicemails, fax, conferencing and AutoAttendant functions

– Voicemail connections or listening to voicemails via the phone: 1x Media Stream channel per connection for the duration of the connection

– Incoming/outgoing Fax connections via OpenScape Office: 1x Media Stream channel per connection for the duration of the connection

– Conferencing via OpenScape Office:1x Media Stream channel per participant for joining the conference and additionally 1x Media Stream channel for the entire conference until all participants have registered

– AutoAttendant functions: 1x Media Stream channel per connection at connection setupA maximum of 25 Media Stream channels can be licensed.

myPortal for Outlook (available individually or in packages of 100 units)For using Unified Communications functions via the Microsoft Outlook interface and for the Desktop Dialer. The licenses for myPortal for Outlook are "floating" licenses, i.e., are not permanently bound to the subscribers; however, the maximum number of subscribers who can log in simultaneously is restricted to the number of available licenses. As a prerequisite, one Comfort User or Comfort Plus User license is required. A maximum of 150 myPortal for Outlook Users can be licensed.

myAttendantFor using a PC Attendant Console. The licenses for myAttendant are "floating" licenses, i.e., are not permanently bound to the subscribers; however, the maximum number of subscribers who can log in simultaneously is restricted to the number of available licenses. As a prerequisite, one Sales Information Page 44 06.05.2023


Comfort User or Comfort Plus User license is required. A maximum of 20 myAttendants can be licensed.

myAgentFor usage by an agent in the Contact Center. The licenses for agents are "floating" licenses and not permanently bound to the agents. Any number of subscribers can be set up as agents, but the maximum number of agents who can log in simultaneously is restricted to the number of available licenses. The Contact Center basic license package is a prerequisite. A maximum of 64 agents can be licensed. A myAgent client can be configured as either an agent or a supervisor.

myReportsTo use the extended reporting functionality (report analysis and creation) for the Contact Center. Standard reporting is already included in myAgent. myReports can only be started once per system, so only one license is required for it. The Contact Center basic license package is a prerequisite.

Contact Center FaxFor setting up one or more fax boxes to send and receive faxes for Contact Center agents. One license per system is required for this purpose. The Contact Center basic license package is a prerequisite.

Contact Center E-mailFor setting up one or more e-mail boxes to send and receive e-mails for Contact Center agents. One license per system is required for this purpose. The Contact Center basic license package is a prerequisite.

Upgrade license from ME V1To upgrade from HiPath OpenOffice ME V1 to OpenScape Office MX V2. With this license, all purchased V1 licenses are converted to V2 licenses.

1.8.2 License AssignmentThe Comfort User and Comfort Plus User licenses are assigned permanently to individual IP stations with OpenScape Office Assistant. The number of IP stations licensed cannot exceed the number of available licenses. The assignment of other licenses occurs dynamically, i.e., depending on the requirements and availability, licenses are assigned for the components that require them.

License dataThe following information about the licenses is displayed:

– MAC Address: MAC address of the communication system, to which the licenses are bound.

– Product Name: Name of the communication system.– Feature: Feature for which the license has been assigned.– Number of licenses used: Shows the number of used and available licenses.– Status: Status of the license.



1.9 MigrationOpenScape Office MX V2 is based on the hardware of HiPath OpenOffice ME V1. HiPath OpenOffice ME V1 systems can be upgraded with a software-only upgrade.The goal is to upgrade the installed base to OpenScape Office MX V2.The following dates apply to the software phase-out:

– 31.05.2010: Order stop for the phased-out product; end of central trainings– 31.07.2010: End of software support– 31.07.2010: Order stop for expansions and product documentation– 31.12.2010: End of all product activities

For more details, please refer to the relevant sales circulars for the product phase-out of HiPath OpenOffice ME V1.The conversion of the installed base to OpenScape Office MX V2 will be supported for a limited time period until 09/2010 through the following special measures:

– The Upgrade license from V1 to OpenScape Office MX V2 will be provided free of charge. Please order the upgrade license package L30250-U622-B452

– The services of the hotlines (GSI control processes) and trouble ticket processing for OpenScape Office MX V2 will be performed free of charge

– Until the order stop for expansions, inactivated V1 licenses can be converted to V2 licenses via the License Hotline free of charge

HiPath OpenOffice ME V1 systems can be upgraded to OpenScape Office MX V2 either locally or remotely. All existing devices can also be used with V2. All customer data will be retained and automatically converted during the update.On upgrading an existing HiPath OpenOffice ME V1 system to the V2 software, a new 30 day grace period will begin, as in the case of a brand new installation. This provides time to optimize cash flows or realize revenue opportunities, for example, by using the offer to test myPortal for Outlook or the Contact Center before activating the V2 license file. Expansions to existing V1 systems (lines or subscribers) are possible until the grace period expires.

1.10 Services

1.10.1 HiPath Wireless Standalone AP with OpenScape Office MX

The HiPath Wireless Standalone AP supports up to ten access points (AP) per cluster. This maximum number per cluster (from a technical viewpoint) and per customer (from a sales perspective) can be fully utilized for OpenScape Office customers without requiring a project-specific release as described in the Sales Release for the HiPath Wireless Standalone AP. To ensure a successful wireless implementation, appropriate services must be offered to the customer.The following guidelines must be observed here:When using IP telephony, a network analysis should always be performed to ensure that the wired network satisfies the basic requirements for VoIP/VoWLAN. If appropriate, a site survey must also be performed before the wireless portion of the network can be implemented. The following will help you with your decision:

– Smaller installations with up to three APs can be effectively assessed during a site visit or by studying the floor plans. It is not generally necessary to perform a site survey in this scenario.

– Site surveys should always be performed on installations with between four and ten APs. This applies in particular for installations that span multiple buildings or floors within buildings or if a Voice over WLAN application is running on the network. This is the only way to ensure effective installation and determine the correct network dimensions.



– A site survey is required irrespective of the number of APs in scenarios involving an RF-intensive environment or if you want the solution to operate alongside preexisting WLAN systems.

1.10.2 Customer Information for the HiPath Network AnalysisAs a customer of Siemens Enterprise Communications GmbH & Co. KG, you can obtain further information about this from your country-specific Siemens Enterprise Communications GmbH & Co. KG branch office. Additional information can also be found in SEBA (Siemens Enterprise Business Area) under https://enterprise-businessarea.siemens.com.

1.10.3 Siemens Information for the HiPath Network AnalysisNetworked/combined systemsInformation on the network analysis can be found via the home page of the HiPath Network Analysis V2.0:

– https://enterprise-businessarea.siemens.com/productinfo/producthomepageservice.jsp? portalview=true&toptPackageId=1030003828

This page contains links to Sales Information, the Service Guideline, and the network analysis guidelines and checklist.

Standalone systemsA simplified network analysis in accordance with the checklist must be performed for the sale of OpenScape Office MX as a standalone unit.

Professional ServicesThe described services in combination with HiPath IP convergence solutions were introduced successively into the sales organization by SEN PSM BCP with a separate Sales release within the framework of their marketing activities.Further basic information on SEN PSM BCP and the market introduction of Professional Services can be found under the listed Intranet addresses.

Further informationThe complete Sales Release, "Professional Services for HiPath Platforms and Networks", and further useful information can also be found on the intranet under the following link:

– https://www.g-dms.com/livelink/livelink.exe? func=ll&objId=22221265&objAction=Browse&viewType=1

1.11 Positioning in Relation to Products in the Siemens Enterprise Communications Product Range

OpenScape Office MX V2 is the next version in the ongoing development of HiPath OpenOffice ME V1.Application area: standalone systems.



2 Sales Information

2.1 Area of Application, Commencement of Marketing and Delivery

2.1.1 Customer Information on Commencement of Marketing and Delivery

As a customer of Siemens Enterprise Communications GmbH & Co. KG, you can obtain further information about this from your country-specific Siemens Enterprise Communications GmbH & Co. KG branch office. Additional information can also be found in SEBA (Siemens Enterprise Business Area) under https://enterprise-businessarea.siemens.com.

2.2 Sales Objectives and Target Groups

2.2.1 Target GroupOpenScape Office MX addresses the needs of innovative, small and medium-size companies with 1-0 users who have recognized the importance of future-oriented IT solutions as supportive factors for their business.

– OpenScape Office MX V2 replaces the previous version and addresses both new and existing customers who are already using HiPath OpenOffce ME.

2.2.2 Unique Selling PropositionOpenScape Office MX V2 provides our customers with extensive and enhanced functionality in the area of presence and unified communications applications with improved serviceability and a simplified and intuitive user interface.GSM and UMTS mobile phones of mobile employees can be integrated in OpenScape Office MX to facilitate phone communications, while reducing connection costs.The unrestricted usage of Internet telephony is a fixed component of the basic license.

2.3 Marketing StructureOpenScape Office MX is offered on the market as a combination of hardware and software order items.Existing HiPath OpenOffice ME V1 systems can be migrated via upgrade licenses.

2.3.1 OpenScape Office MX Basic SystemUsable as a central box or expansion box.

2.3.2 Gateway ModulesInterface expansion via gateway modules.


https://enterprise-businessarea.siemens.com/


2.3.3 LicensesFor connecting phones and PC clients and the usage of unified communications features.

2.3.4OpenScape Office MX Demo and Training Set V2A Training and Demo Set (Part No. L30250-U600-G345) consisting of the following components can be supplied for trainings and presentations:

– OpenScape Office MX Central Box– OpenStage 15 (Ice Blue) and OpenStage 60 (Lava)– Basic license package 10 Plus, 1x Portal for Outlook license and 1x myAttendant license

Licenses for the Contact Center must be ordered separately.

2.4 Supporting Sales Information

2.4.1 Supporting Sales Information on the Internet

Documentation

Language Medium

Procurement source

Order Number

Data Sheet GermanEnglishFrench

E-DokuPaper

German:A31002-P1020-D100-*-29English:A31002-P1020-D100-*-7629



3 Pricing and Commercial HandlingAs a customer of Siemens Enterprise Communications GmbH & Co. KG, you can obtain further information about this from your country-specific Siemens Enterprise Communications GmbH & Co. KG branch office. Additional information can also be found in SEBA (Siemens Enterprise Business Area) under https://enterprise-businessarea.siemens.com..

3.1 Export RegulationsCertain products in our sales program are subject to the regulations governing export permits required under EU / German / US law [in accordance with the Export List (in German ‘AL’) and Export Administration Regulations (EAR)].When submitting an offer or confirming of an order, it cannot be assumed with certainty

– that export/reexport licenses to be applied for will always be granted,– that existing export/reexport licenses will be extended for a period that encompasses

delivery dates resulting from planning or delays.If, therefore, you are aware, or if you may assume, that what you are supplying to your customer is intended for export or re-export – including indirect export and transactions with dealers – you must ensure that the following reservation is included in your quotation, order confirmation, or contract, as the case may be:"This offer (contract, order-confirmation) and fulfillment of contract are subject to the proviso that required export licenses have been granted and there are no other impediments arising from German or other export regulations."


https://enterprise-businessarea.siemens.com/


4 Data Protection and Information Security

4.1 Customer Information on Data Protection and Information Security

The respective country-specific provisions regarding data protection must be complied with.



5 Training Concept

5.1 GeneralWe will offer market introduction trainings for three target groups:

– Sales multiplicators– Consulting multiplicators– Technical multiplicators

For the upgrade training for OpenScape Office MX V2, one SVU each will be provided for Sales and Service. The existing trainings for HiPath OpenOffice ME V1 will be updated for OpenScape Office MX V2.



6 Appendix

6.1 Abbreviations and/or TermsAbbreviations and/or Terms

Explanation

a/b Interface of the analog public switched network(wire a, wire b)

AP Access Point

BLF Busy Lamp Field

CODEC Compression/Decompression

CorNet-IP Transmission protocol for packet and line-switched networks, used for internetworking, IP telephony and routing

CTI Computer Telephony Integration

HFA HiPath Feature Access

IP Internet Protocol

IPSec IP Security

ISP Internet Service Provider

ITSP Internet Telephony Service Provider (ITSP)

LAN Local Area Network

QoS Quality of Service

S0 4-wire interface of ISDN for network access

SIP Session Initiation Protocol

SME Small Medium Enterprise

SNMP Simple Network Management Protocol

TDM Time Division Multiplexing

USB Universal Serial Bus

VLAN Virtual Local Area Network

VoIP Voice over IP

VPN Virtual Private Network

WAN Wide Area Network

WLAN Wireless Local Area Network


produktname vx.y vertriebsinformation - westcon...

Documents