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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
www.techadvance.co.uk
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
www.techadvance.co.uk
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.
www.techadvance.co.uk
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.
www.techadvance.co.uk
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
www.techadvance.co.uk
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
www.techadvance.co.uk
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
Maximum number of licensed
UC Smart users
50 50 50
UC Smart + booster server X3 X5 X8
myPortal Smart 250 250 250
myPortal To Go 250 250 250
Maximum number of licensed
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
myPortal To Go 250 250 250
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.
Unified communications
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.
www.techadvance.co.uk
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
Unified communications
www.techadvance.co.uk
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
www.techadvance.co.uk
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.
www.techadvance.co.uk
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
www.techadvance.co.uk
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
www.techadvance.co.uk
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.
www.techadvance.co.uk
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
www.techadvance.co.uk
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
www.techadvance.co.uk
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.
www.techadvance.co.uk
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
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
www.techadvance.co.uk
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.
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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
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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
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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
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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
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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
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Handsets
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0345 389 2310