Professional Documents
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OpenScape Business is the modern and future-proof all-in-one solution for Unified
Communication & Collaboration, specially tailored to the requirements of small and medium-
sized enterprises with one or more locations.
Presence x x x x x
Favorites List x x x x x
Directories x x1 x x x1
Call Journal x x x x x
CallMe! - x x x
Personal AutoAttendant - x x -
Notifications - - x x -
Instant Messaging x - x x -
Voice recording - x x -
Web Collaboration x - x x -
1 myPortal to go gives access to local smartphone contacts.
UC Smart clients and UC Suite clients can not be operated in parallel. UC Smart migration to UC Suite is possible.
Multimedia Contact Center Caller list Authorization level
Detailed information on all calls, faxes, Various authorizations can be assigned
Increase reachability and and e-mails made until now can be for the role of an agent (employee), su-
customer service found in the caller list of the Contact pervisor (team leader) or administra-
Center. Search and sorting functions tor depending on the structure of your
Intelligent call distribution support fast retrieval of specific de- Contact Center.
tails.
The integrated OpenScape Business Administration of the Contact
Multimedia Contact Center allows you Preferred agent
to improve customer service and
Center
therefore the satisfaction of your cus- To improve personal support, the Con- Depending on the assigned role (au-
tomers. tact Center can be configured so that a thorization level), the user has the ca-
particular customer is always automati- pability of customizing various options
Thanks to intelligent distribution of
cally transferred to his contact person. individually and easily:
calls, your customers are quickly and
competently served, and always con- Queues
VIP support
nected to the suitable employee. Scheduling
In addition to call distribution, you can VIP customers can be transferred direct- Breaks
also offer customers e-mail or fax as ly to free agents without having to wait a
Wrap-up codes
methods for making contact. Just like long time in a queuing mechanism. This
Announcements
voice calls, inquiries over these media ensures that your VIP customers are al-
ways served quickly and no important External directory
are always automatically forwarded to
order is lost.
the right employee. If all employees Contact Center clients
are busy, callers can also leave voice
messages so that your employees can
Call number-dependent voice myAgent
call back. This means no order is lost. guidance The myAgent client is the interface
OpenScape Business can play individ- with which employees (agents) accept
Flexible queue options ual announcements in response to the customer calls according to qualifica-
For the case when all of your employ- phone number of the caller. If you have tions. Thanks to the integrated pres-
ees (agents) are talking on the phone, international customers, for instance, ence display, agents can quickly con-
individual queue options can offer var- the caller can always be addressed in sult further experts because the agent
ious options to customers, e. g. individ- his national language making him feel can immediately see which expert is
ual announcement or forwarding to he has the best possible support. free at the moment and can therefore
other service groups. give him support.
Customers can also shorten their wait- Wrap-up codes myAgent ensures that your agents al-
ing times by leaving a message. Your OpenScape Business gives your em- ways identify how many callers are still
employees then call back when there ployees time to take care of wrapping in the queuing mechanism, and they
are less incoming new calls. up their customer calls. The wrap-up can then react appropriately.
time is individually configurable. Ex- Depending on the assigned roles (au-
Agent in multiple groups tended options can be recorded and thorization level), over 20 predefined
The competence of your employees can subsequently evaluated, for instance reports can be produced, for instance
be utilized optimally by also enabling what the caller wanted: Order, infor- to see how many calls each agent ac-
them in multiple Contact Center mation, complaint, etc.. cepted.
groups. An employee (agent) will then
always firstly receive the calls from the
group you have assigned him as the
highest competence level: e. g. 100% in
"Sales", but only 80% in the "Service"
group. The employee therefore re-
ceives calls for "Sales" as a preference.
Wallboard
To keep your employees always up-to-
date on Contact Center utilization, for
instance on how many callers are cur-
rently in the queuing mechanism, de-
tails can be displayed in real time on a
large screen monitor or by a projector.
myReports
myReports enables production of sta-
tistics on the utilization of your Con-
tact Center, sorted according to differ-
ent criteria, and provides more than
100 other report templates.
Business Attendant
Business Attendant is the classic atten-
dant console and is ideally integrated
on a PC: waiting calls, active, held, and
parked calls are always in view. Addi-
tionally, it provides information on the
busy state of extensions as well as the
presence state of subscribers. The sta-
tus of subscribers can be changed in
Business Attendant. All functions can
be performed using either the PC key-
board or mouse buttons. The busy
fields for subscribers can be individual-
ly customized for optimization of work-
flows.
myAttendant
myAttendant is a user-friendly atten-
dant console and optimally combines
telephone functions with OpenScape
Business UC functions. In addition to
the classic call handling functions, an
additional focus is on the management
of UC Suite. The presence state of sub-
scribers is displayed and can be man-
aged.
All UC functions are united in the Mes-
sage Center and round off centralized
accesses to voice, fax, and immediate
messages (of course only with approv-
al of the individual subscriber).
Company AutoAttendant
Automatically transfer incoming calls
that arrive at the central enterprise
number. Utilize the capabilities of in-
formation announcements combined
with automatic call handling after key
input by the caller.
AutoAttendant enables individual cus-
tomization to the workflow in your en-
terprise, whether an advertising an-
nouncement or individual
announcement tree (Press 1 for Sales
or 2 for Service). The available sched-
ules extend the deployment options as
workflows can be automatically
switched over depending on the week-
day and time, e. g. incoming calls can
be automatically forwarded to the
night position.
An announcement can be played that
is customized for the incoming phone
number, for instance in the language of
the caller.
Existing announcement texts or pro-
fessionally recorded announcements
in WAV format can of course be im-
ported.
Client requirements Mobility clients Extensive UC functions on the smart-
phone, such as presence, favorite dis-
For myPortal to go and myPortal to go
Web Edition a smartphone/tablet PC play, access to the voice box, call jour-
Supported Windows operating sys-
must meet the following requirements: nals, and much more, fully integrate
tems for myPortal Smart, myPortal
your field service employees in your
for Desktop, Business Attendant, Touch screen for comfortable opera-
enterprise communications.
myAttendant, myAgent, myReports tion
Microsoft Windows 8.1 Basic, Pro Native app / web browser Mobility in the office
and Enterprise (32/64-bit) Simultaneous use of voice and data Suitable cordfree solutions are avail-
Microsoft Windows 7 SP1 connections is provider-dependent. able to give full telephone reachability
(32/64-bit) A 3G data connection (for example, on the enterprise site. DECT and
EDGE, UMTS, HSPDA) is recom- WLAN phones or myPortal to go with
Supported Apple operating systems mended for connection to integrated VoIP (system client) on the
for myPortal Smart, myPortal for OpenScape Business. GPRS data Smartphone let you adapt mobile com-
Desktop connections can lead to lengthy load munication to your enterprise require-
Apple Mac OS X times of screen pages for myPortal ments. Your employees in the office, in
(Yosemite/10.10) to go Web Edition. the production hall, or on the site of
Apple Mac OS X Depending on use, a data volume of the enterprise are always reachable for
(Mavericks/10.9) several 100 MB per month can accu- customers and colleagues.
mulate for myPortal to go. For this OpenScape Business Desk Sharing
Microsoft Outlook for reason, a data flat rate is recom- gives the capability of multiple em-
myPortal for Outlook mended. ployees sharing one phone to save
Microsoft Office 365 Operating systems and reference de- costs and for employees who are only
Microsoft Outlook 2013 SP1 vices can be found at: occasionally in the office. Every em-
(32/64-bit) ployee logs on to the phone with a PIN
http://wiki.unify.com
code when he works in the office, and
Microsoft Outlook 2010 SP2
then has access to his personal phone
(32/64-bit) Mobility solutions settings.
Microsoft Outlook 2007 SP3
The business world along with the
(32-bit) Mobility at home
work processes of enterprises and
their employees have fundamentally OpenScape Business gives various op-
Exchange Server environments
changed. In addition to being at their tions for integration of home office
Microsoft Office 365 office workstation, employees are of- employees (home workers). With
Microsoft Exchange 2013 ten on the road from where they must "CallMe!" the employee is always
Microsoft Exchange 2010 SP2 also have access to your enterprise reachable with his business number,
communications. OpenScape Business e. g. at his home phone, and company
Additional software gives your enterprise flexible integrat- calls are automatically forwarded.
ed mobility choices suitable for mobile
Java 1.8 (32-bit), or later Whenever an employee wants to make
communication at all sites. These in-
Microsoft .NET Framework 3.5 for an enterprise call, he simply dials the
clude, for instance, integration of
Outlook 2007, or later and higher required contact in his UC client and
smartphones and tablet PCs, use of
OpenScape Business then calls him on
Microsoft .NET Framework 4.0 for cordless/DECT and WLAN telephones
his home phone and establishes the
Outlook 2010/2013 and myAgent, or right up to full integration of home of-
link to the destination caller when the
later and higher fice employees with continuous access
employee accepts the call. The advan-
to your business communications.
tages are that the business number is
Use in terminal server environments
displayed (One Number Service) to the
Microsoft Windows 2012 Server as Mobility on the road called party, and the call costs are
Microsoft Terminal Server Field service employees must increas- billed to the enterprise.
Microsoft Windows 2008 R2 Server ingly be reachable for your customers Thanks to OpenScape Business your
SP1 (64-bit) with Citrix XenApp 6.5 and have access to your business com- employees have full access to business
Server munications. communications from their own home
Microsoft Windows 2008 R2 Server With myPortal to go Web Edition your as if they were working in the office.
SP1 (64 bit) as Microsoft Terminal field staff is always reachable from one
Server number, the office telephone number
(One Number Service) for customers.
So they only have to memorize one
number.
Networking of Network-wide collaboration (Web
Collaboration), e. g. desktop sharing
OpenScape Business X5
(for wall/rack mounting)
OpenScape Business to exchange information, as well as OpenScape Business X8
video transmission (for stand/rack mounting)
OpenScape Business gives extensive
options for improving collaboration myAttendant attendant console: The integrated UC Smart functions can
between teams and employees at dif- Network-wide view over the pres- be used in all models: For X1 for up to
ferent enterprise sites. A maximum of ence state of networked employees, 30 subscribers, for X3, X5, and X8 for up
2000 employees can be networked and i. e. who is reachable, who not to 250 subscribers (integrated up to 50,
work in the same way as if they were Integrate external telephone direc- for BoosterCard/Server/Business S up
linked to a large communications sys- tories, for instance to use databases to 250 subscribers).
tem. Existing IP network links can be as a central phone book Alternatively, the UC Suite can be used
used simultaneously for telephony Integration in the Microsoft Ex- for X3, X5, X8 and Business S:
and data traffic. Network-wide UC ser- change calendar and in public direc-
Max. 150 subscribers with
vices are available in addition to tele- tories
UC Booster module
phony. Due to the presence display, Forwarding of voice messages
your employees can see whether col- Max. 500 subscribers with UC Boost-
through the entire OpenScape Busi-
leagues at another site are currently er Server, also virtualized with VM-
ness network
making a phone call or are in a confer- ware vSphere (connected Linux
Social network integration of busi- server)
ence. This information improves
ness partners (via XMPP) to ex-
reachability and saves valuable work Max. 1500 UC subscribers with
change presence and chat informa-
time, because unnecessary calls can be OpenScape Business S, virtualized
tion
eliminated. with VMware vSphere / MS Hyper V
Network-wide UC features are avail-
Planned dial-in conferences let you
able with X1, X3, X5, X8, and Busi-
easily and effectively organize multi- OpenScape Business S
ness S.
site conferences. Employees dial di- software model
rectly in the dial-in conference, simi-
larly to meeting in a conference room. OpenScape Business OpenScape Business S is a software so-
lution for max. 1500 IP subscribers and
OpenScape Web Collaboration shows
every displayed slide on every screen.
model versions with UC Smart / UC Suite functionality
OpenScape Business offers various for subscribers. Connectivity to the
Voice messages received in the entire public network is by ITSP (SIP proto-
network can be simply forwarded to model versions featuring seamless in-
tegration into an existing telephony or col). The OpenScape Business S Soft-
the suitable employee. And even more, ware is operated on a Linux server, also
it is still very much more possible to IP infrastructure. Regardless of wheth-
er it is hardware- or software-based, virtualized with VMware vSphere /
support collaboration in the teams. MS Hyper V.
virtualized or installed on its own serv-
er. OpenScape Business satisfies all of OpenScape Business X1, X3, X5, and X8 is
Network-wide voice and UC used as the gateway for connectivity of
these requirements with its standard-
features ized solution architecture. digital and analog trunk lines.
System-wide telephone directory The UC Booster Card, Booster Server,
with presence display ("In the of- OpenScape Business X1, X3, or OpenScape Business S can be used
fice", "Meeting", "Vacation", "Ill" etc.) X5, X8 hardware models for OpenStage Gate View and
Network-wide call status (employee OpenDirectory Service (for connectivi-
The X3, X5, and X8 models support up
is busy or is being called) ty of external databases) as well as for
to 500 subscribers. Model X1 supports
Network-wide call acceptance, i. e. connectivity of 3rd-party applications
up to 30 subscribers. OpenScape Busi-
calls from another site can be ac- via CSTA.
ness S supports up to 1500 subscribers.
cepted in a team
The following subscriber interfaces are
Exchange of instant messages (In- available: IP, digital (UP0E), ISDN (BRI),
stant Messaging), also with groups
analog (a/b) and cordless (DECT/
Spontaneous or scheduled WLAN).
Drag&Drop conferences in the net-
Connectivity to the public network is by
work
ITSP (SIP protocol), ISDN (S0/BRI and S2M/
PRI), analog or, in selected countries, CAS
connections.
The hardware models are:
OpenScape Business X1
(for wall installation)
OpenScape Business X3
(for wall/rack mounting)
Marketable expansion stages
The deployment model you opt for depends, for example, on the expansion stages.
WLAN telephone
OpenStage WL3
Existing WL2 devices (SIP) are supported.
Cordless/DECT telephones
OpenStage S4, SL4, S5, M3
Existing Gigaset S3, SL3, M2 are supported.
PC clients
OpenScape Personal Edition (HFA) and OpenScape Personal Edition SIP
The PC with headset or handset becomes the communications center for voice,
data, e-mail and Internet. A soft client installed on the desktop computer or
notebook provides all telephone functions via WLAN and offers the same fa-
miliar user interface at the office and on the road. Video connections can be used
with OpenScape Personal Edition SIP.
OpenScape Business additionally supports analog telephones and fax machines, ISDN telephones, and add-on devices
such as door/gate intercoms via TFE-S adapters.
Interfaces for integration SQL connector for connecting to
SQL databases to search for contact
Maintenance and
in business applications details: administration
Microsoft SQL Server,
Numerous interfaces and applications Web-based management with numer-
PostgreSQL,
are available for integration with ous intuitively operated wizards are
Sybase SQL Server
OpenScape Business in existing IT in- available for administration of
frastructures and business applica- LDAP connectors for external LDAP OpenScape Business. For the X1, X3, X5,
tions (depending on the selected mod- servers such as Active Directory and X8 models, there is also the option
el): of administration via Manager E.
Application Launcher for an active OpenStage Gate View Web-based management lets the ad-
interaction with CRM/ERP applica- OpenStage Gate View brings video im- ministrator centrally administer the
tions agery from cameras onto the display of detailed settings for user UC clients.
Accounting software for charge an OpenStage telephone, e. g. from Definable subscriber profiles make it
evaluation. The system stores up to door intercoms or other surveillance easier to set up standardized UC pro-
20,000 datasets. cameras on the enterprise site. files (same settings in the UC clients),
e. g. for visibility of phone numbers,
Directory Services for information OpenStage Gate View functionality is
call forwarding, or the personal Auto-
on callers, delivered from internal fully integrated in OpenScape Busi-
Attendant for groups or all users.
and external directories/databases ness. Only IP-based cameras and an
(except for X1) OpenStage 60 IP/HFA or an OpenScape The system includes integrated servic-
DeskPhone IP 55 are required. es management. Self-running test and
Connection of internal presence
diagnostic programs monitor the dif-
management and IM (Instant Mes-
ferent system components and enter
saging) with business partners or so-
occurring events and system messages
cial networks via XMPP (except X1)
in log files. Evaluation can be carried
out locally or over a secured remote
CTI middleware service access. This can be comple-
First- and third-party TAPI Service mented by also reporting important
Provider for call control from CTI or events to a remote service center.
CRM/ERP applications (except X1) The remote service platform provided
by Unify permits secured remote access
Interfaces and protocols over the internet. New system software
CSTA for monitoring and control of versions can be loaded automatically
telephones by a wide range of appli- over the internet. This minimizes ser-
cations vice times and increases solution avail-
ability at the customer.
SIP for connection to voice-based
applications
LDAP for connection to external di-
OpenScape Business
rectories or of external LDAP clients EMC classes
for delivery of information on call-
ers or quick dialing of contacts Class B (EN 55022) for the interna-
tional market
HTTP and HTTPS for external appli-
cation access to OpenScape Busi- Class A (EN 55022) for USA and Can-
ness UC functions ada
TCP/IP as the basic protocol for all
Ethernet connections OpenScape Business
ODBC interface for connectivity of demonstration
external customer databases with
existing ODBC drivers, e. g. mySQL, If you would like to know more, visit
Maria DB, Oracle, Windows-based our website or ask your channel part-
databases with Windows-compati- ner for a demonstration of OpenScape
ble V3.5 drivers, e. g. Microsoft Excel Business today.
or Microsoft Access
Setup Wall system Rack Wall system Rack Wall system Standard sys-
tem (also for in-
stalling in rack)
Dimensions 470 x 370 x 80 89 x 440 x 380 450 x 460 x 130 155 x 440 x 380 450 x 460 x 200 490 x 440 x 430
(H x W x D in (2 U) (3.5 U)
mm)
Power supply The models, by default, are designed for mains operation. For X3, X5 and X8, power failures may be bridged
by an uninterruptible power supply (UPS) (optional).
Rated input voltage (AC): 100 to 240 V
Rated frequency: 5060 Hz
Battery supply (DC): 48 V
Housing color Ice blue Gray/Green Ice blue Gray/Green Ice blue Gray/Green
unify.com