Introducing Handsets OpenScape Business€¦ · apply), and there is also backwards-compatibility with Unify HiPath systems to allow these legacy PBXs to be upgraded to IP and UC

Handsets Introducing

OpenScape Business

Version 2, July 2015

www.techadvance.co.uk

Introducing OpenScape Business

OpenScape Business is Unify’s core unified communications

solution for the SMB market. Launched in 2013, and with more

than 40,000 systems sold, it is a well-proven solution that

brings customers the latest in IP-based communications

technology in a neat, cost-effective, all-in-one package.

This document provides a non-technical explanation of the

OpenScape Business model range, its many features and

applications, and the benefits it can bring your customers. For

more detailed technical information, please contact your Unify

account manager.

Introducing OpenScape Business

Overview

Systems and applications ‘at-a-glance’

Unified communications

Mobility

Customer service solutions

myAgent

Web collaboration

Technical strategy

Handsets and devices

Contents


A complete enterprise communications solution in a

convenient, reliable, and affordable package.

OpenScape Business enables small and medium-sized organisations

to enjoy the many functionality, cost-saving, and productivity

benefits that IP telephony and unified communications can offer.

The convenience of an ‘all-in-one’ approach

Significantly, OpenScape Business comes with everything you’d expect

from an enterprise-grade communications solution built-in and ready-

to-go including telephony, messaging, conferencing, collaboration

tools, and a contact centre. This ‘all-in-one’ approach eliminates the

cost and complexity of building your own solution, whilst guaranteeing

that all your applications will work together seamlessly.

The easiest path to unified communications (UC)

OpenScape Business is designed to allow customers to upgrade to the

latest UC technology irrespective of their underlying telephony

infrastructure.

For example, for customers new to IP communications the OpenScape

Business X-range allows them to deploy the latest UC applications

immediately while still using their existing Unify analogue, digital, and

DECT equipment. For those who have already invested in a voice-ready

IP network, the S model enables them to deploy an enterprise-level IP-

only solution straight from the box.

Scalable from two to 2000 users

Four appliance-based models – X1, X3, X5, and X8

Floor, rack, or wall-mounted versions

Ability to blend analogue, digital, and IP

One software IP-only model – S

Virtualised solutions available

Full range of applications and devices

to allow fully-customised solutions

OpenScape Business

deployment options

OpenScape Business offers the

latest unified communications

applications, irrespective of your

current telephony infrastructure.

OpenScape Business

Overview


A superior user experience

‘At-a-glance’ interfaces simplify

communications and keeps users

well-informed and well-organised.

OpenScape Business delivers a class-leading user experience that will

bring new levels of convenience and flexibility to your employees,

increase their accessibility, and enable them to conduct their work

activities more effectively.

In particular, users will be able to view all their communications

applications and activities from a single easy-to-use interface, meaning

they will spend less time juggling between different devices and message

boxes. They will enjoy the ease with which they can receive and transfer

calls, manage voicemails, set-up conference calls, and view call journals

and directories. While heavy telephony users will appreciate OpenScape

Business’s many productivity tools and labour saving functions.

HD audio handsets

Unify’s handsets cater for different user profiles, meaning

individuals will find a model configured to suit their particular

needs. All handsets share the same intuitive design that ensures

ease of use, and makes common tasks such as setting-up

conference calls or completing transfers simple and efficient. All

IP models have enhanced HD audio, and OpenScape are the only

handsets to be accredited with the Blue Angel environmental

award for their low power consumption, unique out-of-hours

‘power-down’ feature, and overall low running costs.


Supporting ‘anywhere workers’

For example, mobile workers will be able to enjoy UC

features from their smart phones and tablets, with the

ability to join conferences, utilise presence, and access

directories, favourites, voicemail, and call journals,

regardless of their location. Home and remote workers

can stay connected without the need for a VPN, and get

all the same functionality and accessibility as if they were

in the office. And OpenScape’s desk-sharing solution

enables occasional office users to share a desk phone -

users simply enter a PIN-code to download their personal

phone settings.

Better customer service

OpenScape Business includes a multimedia contact centre

solution capable of providing your customers with a full range

of engagement options including voice, email, text, chat, fax,

and social media. The solution is fully-scalable to enable

customers to design a deployment that will exactly fit their

needs - from a small informal customer service team, up to a

64-seat fully-featured multimedia contact centre operation.

With OpenScape Business there will be no boundaries to

where your users can work. Whether they are in the office,

at home, or on the move, your ‘anywhere workers’ can

stay connected and still enjoy all the same familiar

features they get on their office phones.

The solution includes ‘skills-based routing’ to ensure contacts

from any source can be routed straight to the person most able

to help them. Agents and supervisors benefit from a full suite

of contact centre functions from a single desktop interface,

including call queue information, customer details (via screen

pop), agent availability, presence status, internal directories,

call history, and performance statistics. And the solution also

comes with professional administration features including

customised reporting, and a simple ‘drag-and-drop’ tool for

creating routing plans.

The ‘myAgent’ interface provides a

full suite of contact centre features

from a single desktop view.


Improved efficiency

Easy to manage

OpenScape Business provides a web-based management interface,

meaning system administrators can monitor performance and

undertake common tasks, such as add or remove a user, view system

status, and view licenses and software, from any location. As a further

aid, all OpenScape handsets can be pre-configured to ensure ‘plug-

and-play’ functionality.

Reduced costs

Thanks to its advanced IP, SIP, and collaboration capabilities,

OpenScape Business will allow you to reduce costs by:

• Consolidating your carrier connections and introducing low-cost

IP telephony via SIP trunking.

• Routing mobile calls across the office WLAN rather than on

expensive cellular networks.

• Eliminating the need for expensive conference bureau services.

• Utilising free instant messaging services.

• Providing advanced mobility, conferencing, and collaboration

features to reduce travel requirements and the need for

permanent desk space.

In addition, OpenScape Business uses license-based pricing whereby

customers simply ‘unlock’ the user capacity and applications they

want through the purchase of licenses, without the need for any

additional hardware. This means customers can match their system

size and functionality to their exact requirements and, in doing so,

avoid wasting money on overcapacity or features they don’t want.

*Higher capacity available for wall-mounted model.

X1 X3 X5 X8 S

Connection to service provider

BRI trunks 4 20 52 128 -

PRI trunks - - 30 180 -

SIP channels 30 60 60 60 180

User numbers

Analogue devices 4 20 52* 384 -

Digital phones 8 24 56 384 -

IP phones 20 500 500 500 1500

DECT phones 16 32 32* 250 -

Max # of users 30 500 500 500 1500

Watch the video

Web-based management with ‘all-in-one-view’ landing page


https://www.youtube.com/watch?v=sYoYQLx7Jdk


https://www.youtube.com/watch?v=Ec6gbO5D5co

X1

X3

S

X8

The OpenScape Business portfolio caters for a wide range of enterprise sizes and

requirements. Customers can choose from software-only or appliance-based, and

hybrid or pure-IP, depending on their individual needs. Sharing a common

architecture, OpenScape Business platforms can be networked together (restrictions

apply), and there is also backwards-compatibility with Unify HiPath systems to allow

these legacy PBXs to be upgraded to IP and UC functionality.

OpenScape Business – providing a wide range of deployment options

OpenScape Business

Systems and applications ‘at-a-glance’

X1 X3 X5 X8 S

Connections Wall Rack/Wall Rack Wall Floor Software

ISDN BRI trunks 4 20 52 52 128 -

ISDN PRI trunks - - 30 30 180 -

SIP channels 30 60 60 60 60 180

Users Wall Rack/Wall Rack Wall Floor Software

Analogue devices 4 20 52 68 384 -

Digital phones 8 24 56 56 384 -

IP phones 20 500 500 500 500 2000

DECT handsets 16 32 32 64 250 -

Mobility stations 30 150 150 150 150 250

Maximum users 30 500 500 500 500 2000

Connections and users

OpenScape Business

Scalable and flexible

X5


http://www.google.com/url?url=http://www.dma.co.nz/&rct=j&frm=1&q=&esrc=s&sa=U&ei=z0kcVImKCMmXPa2PgYgM&ved=0CDAQ9QEwDQ&usg=AFQjCNF9QXsgn8hjEhavgYnCd8T7tA2wMQ

UC Smart - mainboard only X1 X3 X5 X8 S

myPortal Smart 30 50 50 50 500

myPortal To Go 30 50 50 50 250

Maximum number of licensed

UC Smart users

30 50 50 50 500

UC Smart + booster card X1 X3 X5 X8

myPortal Smart 50 50 50

myPortal To Go 50 50 50


UC Smart users

50 50 50

UC Smart + booster server X3 X5 X8

myPortal Smart 250 250 250



UC Smart users

250 250 250

UC Suite + booster card X3 X5 X8 S*

myPortal for Desktop 150 150 150 1500

myPortal for Outlook 150 150 150 1500

myPortal To Go 100 100 100 250

Max no. of simultaneously

active UC clients

150 150 150 1500

UC Suite + booster server X3 X5 X8

myPortal for Desktop 500 500 500

myPortal for Outlook 500 500 500


Max no. of simultaneously

active UC clients

500 500 500

Unified Communications

X1 X3 X5 X8 S

Business Attendant 8 8 8 8 8

Busy Lamp Field 30 50 50 50 250

Busy Lamp Field With UC booster card

150 150 150

Busy Lamp Field With UC booster server

250 250 250

myAgent Max. number set-up

192* 192* 192* 192

myAgent Max. active in parallel

64* 64* 64* 64

myReports 1* 1* 1* 1

myAttendant 20 20 20 20

Conference channels 30 30 30 30 60

Application Launcher Max. number set-up

30 500 500 500 500

Application Launcher Max. active concurrently

30 50 50 50 50

Other applications

Telephony

Reliable, feature-rich voice across your network, with HD audio on all Unify IP devices and interfaces.

Messaging

A single mailbox to retrieve and manage voice, email, SMS, and fax messages.

Contact centre

Provide a secure and professional multimedia contact centre solution.


All the latest UC and collaboration tools accessible from a single interface.

Mobility

Extend UC services to mobile and remote workers to keep them connected and productive.

Web collaboration

A web conferencing solution that provides the easiest way to collaborate, share, and support online.

Management suite

Give network administrators visibility, automation, and control of their solution.

OpenScape Business‘s

enterprise-grade applications

provide customers with the

building blocks required to

create a complete enterprise

communications strategy.

* UC booster card or server required.

* UC booster card not required.


Making communications quicker, simpler, and more collaborative.

Unified communications (UC) brings together all the different ways you communicate - voice, email, text,

video, instant message - into one seamless user experience that can be accessed in any location on any

device. UC brings three main benefits:

Simplify. UC simplifies the user experience by making all your communications

applications and activities accessible from a single interface, meaning you will

spend less time juggling between different devices and message boxes.

Amplify. UC provides a range of collaboration tools - such as presence,

conferencing, and web collaboration - to amplify team performance by

making your staff more connected, more accessible, and more productive.

Organise. UC provides a range of personal efficiency tools to help keep you

organised such as a personal contact list, call journal, auto-attendant feature,

and instant access to corporate directories.

UC Smart comes pre-integrated on the X1 model for 30

users. For all other X-range models it comes pre-integrated

for up to 50 users, but is scalable to 250 users in

conjunction with a UC booster server. The S model

provides UC Smart for up to 500 users.

Presence Favourites Visual voicemail Conferencing Directory access Instant messaging

Instant messaging Rules management Personal IVR Live call recording Calendar integration Desktop dialling

UC Smart

UC Suite

UC Suite offers all the functionality of UC Smart but with

enhanced interface options, additional UC features, and greater

scalability. It comes pre-integrated with OSB S for up to 1,500

users. X-range customers have two upgrade options - purchase a

UC Booster Card to add UC Suite for up to 150 users, or a UC

Booster Server for up to 500 users.

All your communication tools in one place

Advanced UC for up to 1,500 users

Entry-level UC for up to 500 users

Choice of user portals Favourites list Visual voicemail Ad hoc onferencing Presence Auto-attendant Directory access

UNIFIED COMMUNICATIONS

Work anywhere, with any device,

on any network

Two UC packages to choose from

OpenScape Business provides a simple path for those wishing to upgrade their

voice system to provide a full UC solution. Two packages are available – UC

Smart and UC Suite – both of which can be overlaid on a traditional TDM voice

infrastructure.

OpenScape Business



UC portals

myPortal Smart provides office workers with easy access to all UC Smart

functions - such as presence, favourites, phone book, instant messaging,

voicemail, and call journals – via a Windows PC or iMac.

myPortal Smart

All your communications

tools at your fingertips

Depending on the selected UC solution – UC Smart or UC Suite – the following range

of UC clients which offer different functions and integration options are available.

myPortal for Desktop

myPortal for Desktop provides a single interface to give office workers access to

a full range of UC Suite functions. For example, the interface makes it easy for

users to place, receive, route, log, and record phone calls, and users can set-up a

conference call in seconds by dragging and dropping contacts into a box. Other

features include a full range of messaging options - voicemail, fax box, and

instant messaging; the ability to compile ‘favourites’ lists which enable quick

access to colleagues and the ability to check their presence status; and

integration with Microsoft Outlook calendars.

Enhanced UC from a single

desktop interface

myPortal for Outlook

Access your

communications tools

from MS Outlook

myPortal for Outlook enables UC Suite users to access their communications

directly from Microsoft Outlook, including setting their presence status and

preferred device, scheduling a conference, checking voicemail, or sending an

instant message. This adds simplicity and value to the user’s experience,

especially for those who use Outlook as their primary work interface, and

makes common tasks quicker and easier.

myPortal To Go provides an intuitive interface for smart phones and tablets.

Available in versions for both UC Smart and UC Suite, it provides mobile

employees with instant one-click access to UC functions regardless of where

they are located, thus keeping the user fully integrated with the enterprise

communications system. To utilise myPortal To Go’s full feature-set , users must

have the relevant IP, UC, and SIP licences in place. Extends the UC features of

OpenScape Business to

your mobile users

myPortal To Go


Scalable UC

*UC Smart clients and UC Suite clients cannot be operated in parallel.

UC Smart UC Suite

Summary of Features myPortal

Smart

myPortal

To Go

myPortal for

Desktop

myPortal for

Outlook

myPortal

To Go

Presence

Drag-and-Drop conferences

Ad-hoc conferences

Favourites list

Directories

Click-to-dial

Call journal

Status-based call forwarding

Call Me!

Personal Auto Attendant

Call control via screen pop

Voice message box

Fax message box

Notifications

Instant messaging

Live call recording

Web collaboration

OpenScape Business provides customers with a scalable UC solution to enable them to adapt their UC services to meet changing

circumstances. For example, the X3, X5, and X8 models come with UC Smart as standard for up to 50 users but, as shown below,

can be upgraded to provide UC Suite for up to either 150 or 500 users. The X1 model provides UC Smart for up to 30 users, and

the S model provides UC Suite for up to 1,500 users.


UC feature-set - highlights

Whether making collaboration between colleagues easier, keeping users well-organised, or

making sure important calls are never missed, the OpenScape Business UC feature-set

ensures you get the full benefit of your investment in new technology.

One Number Service. A

single phone number that

will find you no matter

where you are located or

what device you are using.

Unified messaging. A single

message box for all messages

from all devices. View them,

play them, sort them, forward

them to colleagues – all from

one interface.

Single identity. Enjoy the same

UC features on mobiles and

tablets...all with the same look,

feel, and functionality across

all devices.

Screen pops. See

incoming calls and

choose what to do –

answer, redirect, or

send to voicemail.

Instant messages, or

‘chat,’ provide a quick and

secure way to exchange

information with

colleagues in real-time.

Drag-and-drop contacts into

your favourites list. Choose

how to contact them - office

phone, mobile, or email - with

just one click.

View the presence status of

colleagues to instantly see

who’s available.

Conferencing tool. Drag-

and-drop contacts to set-

up a conference call.

Live call recording.

Simply click here to

start recording.

See your call history - based on

call time, origin, or destination -

and prioritise who you need to

get in touch with.

Quick search. Find contact

details quicker by searching

through all your directories

and databases simultaneously.

Watch the video



https://www.youtube.com/watch?v=dp8pvJtV4Ck


Keeping your ‘anywhere workers’ connected and productive

OpenScape Business

Mobility

Core to OpenScape Business’s Mobility package is its One Number Service, that enables your users to have a single number that can work on any device. This simplifies your communications, ensures your mobile and remote workers stay accessible, and reduces the chance of ‘telephone tag’ or missing important calls.

With OpenScape Business there are no boundaries to where your users can work. Whether they are in the office, at home, or on the move, your ‘anywhere workers’ can stay connected and still enjoy all the same familiar features they get on their office phones. For example:

• Mobile workers will be able to enjoy UC features from their smart phones and tablets with the ability to join conferences, utilise presence, and access directories, favourites, voicemail, and call journals, regardless of their location.

• Home and remote workers can stay connected without the need for a VPN, and get all the same functionality and accessibility as if they were in the office.

• Occasional office users can use OpenScape Business’s desk-sharing solution which enables them to share a desk phone - users simply enter a PIN-code to download their personal phone settings.

• Roaming office employees can use DECT and WLAN devices to stay in touch when they are on the move within your premises.

A superior user experience

Have a single phone

number that will find

you no matter where

you are located or what

device you are using

In addition, users benefit from unified messaging which means that, rather than juggling between different devices and message boxes, users can access all their voicemails from a single interface while on the move.

Have a single,

consolidated message

box for all voice messages

from any device.

One message

box

One number


myPortal To Go

Access all

your familiar

UC features -

anywhere, on

any device

...and much more

Conference Directory Favourites Call Journal Incoming call

OpenScape Business’s mobility client – myPortal To Go - provides an intuitive web-based interface for smart phones and tablets. Available in versions for OpenScape Business’s unified communications applications - UC Smart and UC Suite - it provides mobile employees with instant one-click access to UC functions regardless of where they are located, thus keeping the user fully integrated with the office communications system. To utilise myPortal To Go’s full feature-set, users must have the relevant IP, UC, and SIP licences in place.

Enjoy voice and UC services from any location, without a VPN

STUN server SIP client app (with STUN)

SIP phone @home

(with STUN)

Internet

OpenScape Business

OpenScape Business users can securely receive voice, video, messaging ,and other UC services without the need for a VPN connection. This is achieved by using a STUN server in the solution design, which enables the real-time traversal of interactive IP communications across the internet. This means your remote users are reachable on their preferred device via their office number, for example: • A wired SIP phone at home • A mobile device in public areas • Via WLAN/LAN/mobile networks

Security is provided by TLS signalling encryption in all scenarios.

OpenScape Business X1 X3 X5 X8 S

UC Smart - mainboard only 30 50 50 50 250

UC Smart + booster card X1 50 50 50

UC Smart + booster server 250 250 250

UC Suite + booster card 100 100 100 250*

UC Suite + booster server 250 250 250

* UC booster card not required.

myPortal To Go – Maximum user numbers

On-premise mobility OpenScape Business provides a range of DECT and WLAN on-premise communications solutions to keep ‘roaming’ office staff connected. The range includes models suitable for use in industrial and hazardous working environments.


Customer service – made simple.

Enhanced contact centre solution

OpenScape Business* comes with a fully-integrated contact

centre solution for the fast and accurate processing of calls,

emails and faxes. Capable of supporting up to 64 agents, it

includes a suite of advanced contact centre functions

including call queue information, customer details, the

presence status of colleagues, and performance statistics,

all delivered from an easy-to-use desktop interface.

Significantly, the solution can be adapted to provide a full

range of engagement options including voice, email, text,

chat, fax, and social media, allowing customer service teams

to meet changing customer communication preferences.

In addition, intelligent ‘skills-based routing’ ensures

contacts from any source can be routed straight to the most

appropriate person. It also comes with a set of

administration tools to allow the easy set-up of call flows,

announcements, and customised reporting. Requiring

minimal configuration, the solution can support both

centralised and distributed contact centre models, thus

enabling agents to be located across diverse locations.

Increase customer satisfaction and retention

Offer multiple customer engagement options

Maximise agent utilisation

Increase operational flexibility

Reduce cost

* Excluding the OpenScape Business X1 model.

OpenScape Business offers a number of solutions designed to

support the delivery of exceptional customer service. All its

solutions come pre-integrated, meaning you can immediately

enjoy professional-grade customer service by simply

purchasing the relevant functional licenses, without the cost

and complexity of deploying standalone solutions.

Moreover, all its customer service solutions are fully-scalable

to enable you to design a deployment that will exactly fit

your needs. So, whether you want a small informal customer

service team, a large fully-featured multimedia contact

centre operation, or you just want to handle regular incoming

calls more efficiently, OpenScape Business has a solution that

will meet your requirements.

OpenScape Business

Customer service solutions


Business Attendant

Business Attendant provides an interface for receptionists and switchboard operators for the

transfer and management of phone calls. Its user-friendly design provides instant visibility of

waiting, active, held, and parked calls on a PC screen, as well as showing the presence status of all

users on the system to help optimise the management of your calls.

myAttendant (UC Suite only)

myAttendant provides a powerful management tool for receptionists, office administrators, or

team leaders. Its intuitive interface, which requires very little training, displays the presence

status of everyone in your organisation whilst making the transfer and management of calls quick

and easy. Additionally, myAttendant contains its own Message Centre where personal assistants

or team leaders can gain access (following approval) to a co-worker’s voice, fax, and instant

messages.

Company Auto-attendant (UC Suite version)

Company Auto-attendant provides automatic call handling by providing the caller with a

list of options (e.g. ‘Press 1 for Sales or 2 for Service’). To ensure calls can be handled in

the most efficient way, the interface allows the design of workflows which can be

automatically ‘switched’ depending on the day and time (for example, out-of-hours calls

might be re-routed to the night position). Additionally, customised announcements can

be played that relate to the incoming phone number, for example in the language of the

caller. All announcements can be imported as self-recorded or professionally produced

WAV files, as required. A limited functionality version of Company Auto-attendant is also

available for UC Smart users.

OpenScape’s Attendant clients provide ‘at-a-glance’ call management

to ensure incoming call traffic is handled efficiently and professionally.

Expanding your contact centre

To increase the size of your contact

centre, simply purchase more

myAgent user licences (up to 192

with a maximum of 64 active at

once). To customise your solution

further, a number of add-ons are

available (UC booster card/server

required as applicable), including

the myReports licence which offers

over 100 pre-defined report

templates, plus email and fax

licences that offer queuing and

handling functionality.

Attendant and auto-attendant clients

Watch the video





myAgent - your window to great customer service.

OpenScape Business

myAgent

myAgent provides a full suite of contact centre features from a single desktop interface, making it easy for your customer service staff to receive, view, and manage customer contacts. Improve customer satisfaction myAgent can receive contacts by voice, email, fax, or ‘chat,’ meaning your customers can choose the communications method that most suits their needs. It also provides skills-based and VIP routing to ensure customers can be routed to the most appropriate person to boost first-contact resolution rates. And, thanks to its integrated presence feature, agents can quickly locate available experts to deal with more detailed customer enquiries.

Increase customer

satisfaction

Offer multiple

engagement options

Maximise agent

utilisation

Increase operational

flexibility

Reduce cost

Increased operational flexibility Capable of supporting up to 64 agents, myAgent is fully-scalable to enable you to design a deployment that will exactly fit your needs. Whether you want a small informal customer service team, a large fully-featured multimedia contact

Maximise agent utilisation myAgent’s ease-of-use means agents can become highly-productive very quickly with minimal training. It also comes with a set of administration and management tools to allow the easy set-up of call flows, announcements, and customised reporting, to optimise your contact centre and boost agent performance.

* Excluding OpenScape Business X1.

Reduced cost myAgent comes pre-integrated on all OpenScape Business models.* This means you can immediately enjoy professional-grade customer service by simply purchasing the relevant functional licenses and, in doing so, avoid the cost and complexity of deploying a separate standalone solution.

centre, or you just want to handle regular incoming calls more efficiently, myAgent can meet your needs. It can also be used by both centralised and distributed contact centre models, thus enabling agents to be located across diverse locations.


Answer call

Hang-up

Login

Logout

Dial

Search

Transfer

Hold

Available

Record

Wrap-up

Break

Assistance

Internal directory

Caller list

Reports

Set-up

Help

Inbound call

Caller list

Recorded call

Fax

Email

Call back

Queue monitoring

Normal queue

Queue alarm activated

Call control toolbar Agent toolbar

‘At-a-glance’ call management ensures incoming traffic is handled efficiently and professionally.

myAgent’s user-friendly

design provides instant

visibility of waiting,

active, held, and parked

calls, and gives ‘one click’

access to advanced

contact centre features.

Intelligent routing. Maximises first contact resolution with skills-based and VIP routing to prioritise calls.

Scalability. Instantly scalable up to 64 agents – simply purchase the exact number of licenses you need.

Central management. Built-in tools for call-flow set-up, performance management, and custom reporting.

Process integration. Built on open standards to allow integrations with databases and CRM applications.

Intuitive interface. Easy-to-use desktop interface increases productivity and reduces agents’ learning time.

Multimedia capabilities. Delivers a range of engagement options - voice, email, fax, callback.

Easy to deploy. Pre-integrated on OSB X3, X5, X8, and S models, meaning no need to buy a standalone solution.

Deployment flexibility. Allows ‘anywhere agents’ to provide operational flexibility.

Skills-based routing. Agents are given a skill level from 1 to 100 to enable the routing of contacts to the most qualified person. Agents can be assigned several queues requiring different skill-sets, and categorised as either a ‘main’ or ‘overflow’ agent. Preferred agent. Provides personal service by always assigning a particular customer to the same agent. VIP support. Defined customers in a queue can be given preference and reach an agent faster. Wrap-up. After completing a call, allows agents a defined ‘wrap-up’ time to enter information. Call-back. Callers can leave a call-back request if the wait time is too long. Agents receive a voicemail notification, including the caller’s original position in the queue. Reporting. Provides 20 management reports as standard, with an optional advanced package for more detailed analysis. Queue position. Callers are informed of their queue position. Announcements. Enables the recording of announcements and their assignment to queues. Authorisation levels. Determine agent, supervisor, and administrator access rights to myAgent functions. Wallboards. Call queue information including waiting times can be displayed on a large plasma screen or LCD monitors.

Solution benefits Key features


OpenScape Business

Web collaboration

The most convenient and cost-effective way for

colleagues to collaborate.

Web collaboration is quite simply the quickest, most convenient, and most

cost-effective way for colleagues to collaborate from multiple locations. Unify

is a world leader in developing web collaboration technology, and OpenScape

Business comes with the option of a full-featured web collaboration solution

specifically designed for small and medium-sized organisations.

How it works

OpenScape web collaboration enables users to set-up web collaboration

sessions in parallel with audio conferences. Each session can be attended by

OpenScape web collaboration users as well as other internal staff and even

external participants. Setting-up a collaboration session is easy - it can be

launched either from a ‘drag-and-drop’ conferencing scheduler, or directly

from a call pop-up window. Users can then share documents, presentations,

spreadsheets, or video in real-time via the desktop interface. Participants

can use laptop, smart phone or tablet devices, and the solution is encrypted

to ensure security.

Unify’s web collaboration solution can be deployed on any OpenScape

Business system within one hour, through the installation of a dedicated

server and activation of user licences. Participants only need web access and

do not require any software installation, making deployment simple and safe.

Solution attributes

User-friendly interfaces and a range of access device options means collaboration across multiple

locations has never been easier.

Reduce travel and facilities costs by holding meetings on-line rather than face-to-face

Improve business efficiency by instantly sharing ideas and information with colleagues in any location

Create new communications opportunities with customers, employees, and partners

Keep mobile and geographically dispersed teams more connected

Simple user interface with one-click access to all features.

All essential web conferencing features included as standard.

Easy ‘one-step’ session scheduling and activation.

High capacity - up to 1,000 session participants.

No additional per minute or per participant charges.

Easy installation – one server to install, one-hour to deploy.

Low roll-out costs - no software required by participants,

moderators download a single exe file.

Highly secure 256-bit AES encryption for all sessions.

Works on both Windows and MAC OS.

Mobile clients for iPhone, iPad, Android, and other smart devices.

Plug-in integrations for Microsoft and IBM groupware clients.


Secure

Thanks to its highly-secure design, customers can use

OpenScape Web Collaboration safe in the knowledge that

sensitive or confidential information will not be accessible to

non-participants. In particular, it offers password protected

sessions, and moderators can see the entire participant list,

expel anonymous participants, and even lock the session if

required. All sessions are 256-bit AES encrypted to protect

them from hackers, and cannot be decrypted on the server –

a common weakness with other systems. All sessions are

also ‘temporary’ and leave no residual data or make any

entries in the registry.

Highly scalable

Thanks to its cascading server architecture, Unify’s web

collaboration solution is highly scalable offering sessions for

as many as 1,000 participants.

Reliable

OpenScape Web Collaboration includes server redundancy

and back-up, plus there is no downtime when extending the

solution for scalability or redundancy. It also includes a client

auto-reconnect feature to automatically reconnect users to

a session for up to 30 seconds in the event of a server

connection being lost.

Instant Meetings

Instant Meetings provides customers with all the tools they

need to set-up and hold real-time web collaboration

sessions. Everyone in the session can view and share

documents and applications, use video, and make free-hand

sketches and scribbled amendments with a ‘white boarding’

feature.

Secure Advisor

Secure Advisor provides an on-line support tool particularly

suitable for IT technical support teams. Secure Advisor

enables borderless real-time support by allowing IT staff to

remotely view, control, and annotate a user’s screen,

resulting in reduced IT support costs, improved customer

satisfaction, and faster problem resolution. Users can

receive immediate support via Secure Advisor without the

need for any pre-installed software, making it a quick and

simple solution.

Using web collaboration Secure, scalable, reliable

Up to 16 audio participants per conference, all listed to provide security overview.

Desktop sharing - controlled by the session moderator.

Remote control - enables control of the computer to be handed over to others.

Application selection - determines which applications are shown.

Monitor feature - to check what the other participants are seeing.

Whiteboard - allows free sketching and marking.

Asynchronous file transfer - provides files for download.

Co-moderators - transfers moderator rights to a second person.

Chat - enables queries and votes without phones or in parallel discussions.

Elevate existing voice call or voice conference to web/video collaboration with one-click.

Automatic language detection based on your PC settings.

Key solution features

Participate via smart phones

and tablets

OpenScape Business offers the following two web

collaboration options:

Share desktops and applications with colleagues

Watch the video Simply click here to instantly turn a voice call into a web collaboration session



https://www.youtube.com/watch?v=nJpMXEHhYis


Delivering a communications strategy for today’s enterprise

Recognising this, Unify has designed OpenScape Business to fully-

align its customers with the latest strategic design principles of a

modern communications architecture - IP, native SIP, open services

oriented architecture (Open SOA), and virtualisation. In adopting

these principles, OpenScape Business provides a ready-made future-

proof enterprise communications strategy capable of meeting all your

operational needs.

An open standards-based architecture

Core to OpenScape Business’s technical approach is a full commitment to

an open standards-based architecture. This approach means Unify’s

solutions can provide maximum flexibility, choice, and cost-effectiveness

to its customers. OpenScape Business integrates seamlessly with all

industry-standard data networks, servers, and desktop applications,

which makes integration straightforward whilst optimising the value of

your existing communications equipment. Crucially, an open standards-

based approach also prevents you from being ‘locked-in’ to a single

vendor solution, instead allowing you to shop around for best-of-breed

applications and services from other suppliers.

OpenScape Business provides a ready-made

enterprise communications strategy.

OSB X-range: typical solution

topology

Meeting the CIO’s agenda

Provide a secure, reliable and scalable

infrastructure.

Drive out complexity and risk through a

standardised model.

Provide common communications services

across the enterprise.

Centralise core services into strategic data

centres.

Reduce costs via on-net calling, SIP services, and

virtualisation.

Provide office, mobile, and home flexibility.

Provide a flexible, professional, and robust

customer service solution.

Investing in a new communications system can be a daunting and time-consuming task. Crucially, you will

need to be clear on your long-term communications strategy in order to make the right choice.

OpenScape Business

Technical strategy


Why virtualisation?

The OpenScape Business S model and server-based X-

models have been designed to enable server virtualisation,

via Vmware and Hyper-V, which eliminates the old ‘one

server, one application’ approach by enabling the flexible

sharing of hardware resources. This means reduced

hardware and energy consumption costs through a

reduction of physical servers. Indeed, some studies show

that virtualisation can result in a 70% increase in hardware

utilisation and a 30% reduction in energy costs. Other

benefits include easy data back-up and restore, enhanced

availability and reliability, and improved scalability and

monitoring.

The right strategic choice

You are not just buying a communications system you

are buying into a long-term communications strategy.

Significantly, OpenScape Business will align you with

all the key strategic developments in communications

technology, whilst providing a technical solution

capable of meeting your operational requirements for

resilience, flexibility, scalability, cost reduction,

service improvement, and enhanced productivity.

OpenScape’s non-proprietary industry-standard

approach will not restrict or limit your future options

and allow you to grow and adapt your solution in line

with market change. It will bring you all the cost-

saving benefits of IP telephony, SIP trunking, and

virtualisation whilst providing your users, both office-

based and mobile, with the latest value-added

communications and collaboration applications. Its

Open SOA and SIP-based approach also means new

capacity can be added by simply acquiring new

licences rather than purchasing and installing new

hardware, thus enabling ‘right-sized’ service delivery

and greater agility. All these attributes make

OpenScape Business the right strategic choice for

today’s enterprise.

Why Open SOA?

Open SOA improves the reusability of software assets and

increases the ability to respond to market and user

demands. It accomplishes this by repackaging individual

units of functionality into software-based ‘services’ that can

be accessed on-demand through open protocols and

standards. This Open SOA approach creates organisational

flexibility by allowing you to select the exact

communications services you want, make them accessible

to your users anywhere on your network, and consume

them using a license-based pricing model.

Why IP communications?

IP is now the acknowledged global standard in enterprise

communications technology. In particular, IP solutions are

easy to deploy and manage and do away with the

constraints of older, proprietary systems. Suddenly it’s

easy to quickly install the necessary technology, activate

new users, move employees from one location to another,

support virtual and remote workers, install third-party

business applications, and adapt to changing circumstances

as needed.

Why SIP trunking?

OpenScape Business is designed to use SIP trunking as its

primary connectivity method. SIP trunking is fast becoming

the global connectivity standard for enterprise

communications and will bring a number of key benefits as

follows:

Lower costs. SIP trunking eliminates the need for

expensive analogue and digital trunks by allowing the

use of SIP communications through an Internet

Telephony Service Provider.

Greater efficiency. Unlike ISDN PRI’s 8-channel

minimum, SIP can be bought one channel at a time to

match exact capacity requirements. Moreover, this

capacity can be shared across sites and dynamically

allocated for either voice or data.

Rapid deployment. With less hardware involved, SIP

makes connecting parts of an overall communications

system very easy thus enabling rapid deployment.

Also, ISDN PRI requires a 30-day lead time, whilst SIP

channels can be increased via instant remote ‘turn-up’

allowing rapid ‘right-sized’ deployments.

OpenScape Business will

align you with the key

strategic developments in

communications technology


OpenScape Business offers a wide range of handsets meaning users will find a model

to suit their needs and budgets. All handsets share the same intuitive design that

makes common tasks, such as transferring calls, easy and uncomplicated, and all IP

models have enhanced HD audio. Significantly, they are also the only handsets to be

accredited with the Blue Angel environmental award for their low power consumption,

unique out-of-hours ‘power-down’ feature, and overall low running costs.

Designed to deliver familiar features and high audio quality at

an attractive price, the OpenStage 10 makes a perfect low-end

telephone for a wide variety of users.

Low price entry-level

unit suitable for a

wide variety of users

OpenStage 10 TDM

OpenStage performance in an affordable user-friendly package.

Designed for mass deployments, it has many convenience

features such as speed dials, feature keys, and speakerphone.

The 15G model provides Gigabit Ethernet integration.

Affordable, user-

friendly handset ideal

for mass deployments

OpenStage 15/15G TDM IP SIP

With a vast array of configurable function keys and expansion

modules, OpenStage 30 provides great flexibility for outbound-

calling specialists and other heavy phone users.

Highly configurable

handset ideal for

‘outbound’ specialists

OpenStage 30

Award-winning, high performance, eco-friendly

handsets with a model to suit most user profiles.

High value IP phone suitable for knowledge workers

With its ergonomic design, HD audio, and small footprint, this device is

ideal for knowledge workers or contact centre agents. It has several

‘heavy user’ features such as fingertip controls, duplex speakerphone,

and headphone jack, and provides network integration through Gigabit

Ethernet. The 35G ECO provides an even more energy-efficient option.

OpenStage IP35G/35G ECO SIP IP

TDM

Ergonomic design for ease-of-use

Robust, enterprise-grade security

Customisable interface via XML

HD voice across entire IP portfolio

OpenScape Business

Handsets


Powerful and elegant – a high performance IP phone for executives

Designed for managers and executives its high-end design incorporates

a large colour display, soft key navigation, and a full suite of features.

Mobile productivity is enhanced with a unique ‘Follow Me’ setting that

automatically diverts calls to the user’s mobile.

OpenStage IP55G SIP IP

With HD voice, colour display, and flexible personalisation options, this

handset makes an ideal choice for executive/assistant environments and

people regularly switching between desktop and mobile devices. The

60G model provides network integration via Gigabit Ethernet.

Premium desk phone for executive users

OpenStage 60/60G TDM IP SIP

OpenScape Personal Edition is a PC-based soft phone that lets users experience

crystal clear voice communications from their PCs. Accessible from any network

location, users benefit from having the same familiar interface as if they were in the

office. OpenScape Personal Edition S also includes video, as shown here.

Soft phone

Our smallest and lightest DECT handset - ideal for roaming users

The smallest phone in the Gigaset Professional range, making it ideal for

employees who spend lots of time away from their desks. The handset provides

up to 10 hours talk time, hands-free speakerphone, 250 entry directory, and

Bluetooth headset, to ensure users can easily stay connected whilst on the move.

OpenStage SL5 Professional DECT

DECT handset ideal for managers and team leaders on the move

DECT

This elegant handset provides up to 12 hours talk time, a hands-free

speakerphone, and colour display. Its context-sensitive interface, internal

directory, and Bluetooth headset, makes it easy to use on the move.

OpenStage S5

Robust and reliable handset for industrial environments

The M3 family of DECT phones has three models for use in different industrial

environments. All models are shock, break, and splash proof, and have acoustics

adapted to loud environments. In addition, the M3 Plus has personal alarm and

security support features, and the M3 Ex is suitable for explosion risk.

OpenStage M3 Professional DECT

With easy-to-use features, a large backlit display, profile mobility, and

ability to be customised for various workplace environments, this

handset is ideal for team workers, desk sharers, or contact centre

staff. The 40G model also provides Gigabit Ethernet.

OpenStage 40/40G

Customisable handset ideal for desk sharers and teams

TDM IP SIP


Handsets

TechAdvance Limited

Swallow Park

Carr Lane

Much Hoole

Preston

PR4 4TH

0345 389 2310

[email protected]

Documents

Introducing Handsets OpenScape Business€¦ · apply), and there is also backwards-compatibility with Unify HiPath systems to allow these legacy PBXs to be upgraded to IP and UC