Difference between revisions of "OpenScape Business"

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OpenScape Business is the most flexible, unified and future proof Unified Communication and Collaboration (UCC) solution designed for small and medium-sized enterprises (SMB) with:

• UCC for Standalone and Multisite environments
• Voice, Presence, Conferencing, Contact Center, Messaging, IM, Mobility, Fax
• UI Integration of OpenScape Web Collaboration

Overview

OpenScape Business offers SMB enterprises the answer to their demands in one solution, providing the easy way from Voice to UCC, from hybrid TDM to full IP, incl. Web Collaboration, voice and fax message boxes, notification service, mobility, a Multimedia Contact Center and presence status functions.

As standalone system up to 500 subscribers and in networked systems up to 1000 subscribers can be connected.

New Features

Version V1R3

Version V1R3 introduces myPortal to go, a new UC app for smartphones, and offers enhanced UC features for the myPortal UC clients. Besides advanced system features and simplified system administration, the new OpenScape Deskphone 35G/55G HFA devices are also supported.

UC-Suite

• Call Journal
  • Export of journal entries with confirmation
  • Journal entries even for calls not accepted by the users themselves
  • Calls to busy subscribers are recorded as "missed calls" in the journal of those subscribers
• Drag&Drop Conferences
  • Deletion of conferences without email notifications
  • Expansion of two-party calls into conferences
• Dial by Name
  • Dial by name using alphanumeric characters
  • Better overview in the internal directory
• Voicemail Status Announcements in OpenScape Business Networks
  • Voicemail status announcements in OpenScape Business networks
• Forwarding / Processing of Fax Information in pdf or tif Format
  • Forwarding / processing of fax information in pdf or tif format.
• Sending an Info E-mail with Connection Data during an Ongoing Call
  • Sending an info e-mail with connection data during an ongoing call
• E-mail Notifications for Missed Calls
  • E-mail notifications for missed calls
• Hosted Web Collaboration
  • Functional integration of a hosted OpenScape Web Collaboration
• Multimedia Contact Center
  • Additional new reports with information on redirected or answered calls of agents/queues as well as all calls that reached the Contact Center

UC Smart

• Directories
  • Editing personal contacts
  • Importing external data into personal contacts
• Favorites List
  • Call pickup from the Favorites list
• Call Journal
  • Overview of forwarded, picked up and group calls; faster callback from within the journal with a double-click
• Access Protection
  • User password for UC clients can be changed via myPortal Smart
• Smart Voicemail
  • Changing the Smart voicemail box behavior via myPortal Smart
  • Increased number of channels for voicemail boxes
  • New: Name announcement with voicemail queries
• Instant Messaging (IM / chat)
  • Storing current instant messages
• New Color Scheme (Skin) for the User Interface
  • In addition to the familiar color schemes, a new color scheme (light gray) is now available for selection.
• Control of voice calls for SIP phones via CTI (3PCC)

Mobility

• myPortal to go
  

myPortal app for smartphones as download from AppStores

	Android Store		Apple Store
QR-Code		https://play.google.com/store		http://store.apple.com

• Calls with Image on OpenStage 60/80 HFA
  • Signaling of incoming calls on OpenStage 60/80 HFA phones with image

SIP Features for Trunk Connections and Subscriber Lines

• Handling of DID-capable ITSP Trunk Connections like ISDN
• CLIP Support for ITSP Trunk Connections (like ISDN)
• OpenScape Business Networks with ITSP Trunk Connection (instead of ISDN)
• Call Pickup from Pickup Groups by SIP Stations
• SIP Mobile Extension (SIP MEX)

System Functions

• Temperature Monitoring of the Booster Card and the SLAD8/16 and SLAV8/16
• Busy Signaling for Rejected Calls
• Prevention of Call Overrides from myAttendant / Business Attendant
• Accessibility of Hunt Groups and Call Groups

Hardware

• Model X3R/X5R/X8
  • Rebranded with new Unify logo

• Model X3W/X5W
  • Rebranded with new Unify logo
  • Systems can be equipped with the Booster Card
• Redesign of the Analog Subscriber Line Modules for the X3/X5 Models

Devices

• Support of OpenScape Desk Phone IP 35/55G HFA

Miscellaneous

• Enhanced Web Based Management
• Support of new languages for the UC Smart GUI and Voicemail TUI
• Business Attendant and BLF Extensions
  • Caller identification
  • Additional languages
• Licensing
  • Upgrade License from TDM to IP User
  • Licensing of the Feature "Announcement and Simultaneous Signaling at the Phone" (for UC Smart)
• Certification of Unify Platforms and Applications
  • OpenScape Voice V8, including support for DNS SRV
  • OpenScape Contact Center V8

OpenScape Business Models

Different models are available for the use of telephony and UC functionality.

	OpenScape Business X3	OpenScape Business X5	OpenScape Business X8	OpenScape Business S
Rack systems	rack version
Wall systems
Server systems

Hardware Platforms

OpenScape Business X3, X5 or X8 are "All-In-One" HW platforms with onboard IP access and support for up to 500 subscribers with IP, digital (UP0E), ISDN (BRI), analog (a/b), cordless (DECT) devices. UC Smart application is fully embedded. Connection to public WAN is done via SIP (LAN), ISDN (BRI und PRI) or analog trunks.

UC Booster Platforms

Two UC Booster options are available for OpenScape Business X3/X5 or X8:

• OpenScape Business UC Booster Card is a Plug-In module for OpenScape Busness X3,X5 and X8. It is required for the UC Suite solution up to 150 UC users
• OpenScape Business UC Booster Server is required for OpenScape Business X3/X5/X8 in case of of more than 150 UC users. The UC Booster Server is based on Linux (Novell SLES) and can be operated either on a server HW directly or in vitualized environment using VMware vSphere.

By using the UC Booster options the X3R, X5R and X8 models also can be enhanced with the following functions:

• OpenStage Gate View with up to two cameras
• Open Directory Service
• CSTA interface for connecting external applications

Software Platforms

OpenScape Business S is the server-based "All-In-One" telefony and UC platform, which supports up to 500 IP subscribers and IP (SIP) connection to the public network (WAN). It is designed for Linux (Novell SLES) operating system and can be operated either on a physical or on virtual machines with VMware vSphere. OpenScape Business S can be networked with OpenScape Business X3, X5 or X8 as gateway for ISDN or anlog trunks or TDM / analog devices.

Features

OpenScape Business combines the best of the HiPath 3000 and OpenScape Office in a unified software solution architecture based on modern and innovative communication technologies.

• All-In-One Unified Communication solution for small and medium enterprises
  • Integrated voice services
  • Presence management (presence status)
  • Drag and Drop Conference
  • Visual voicemail
  • Instant Messaging (IM)
  • Mobility
  • Directory access with database connection
  • Fax support
  • Integration into business processes
  • etc.

• Multichannel Contact Center

• Integration of OpenScape Web Collaboration

• Multiple Sites support

• Unified solution architecture
  • Scalable and flexible HW / SW and licensing
  • Easy to handle migration from HiPath 3000 to OpenScape Business

System box and almost all existing devices can be reused only the motherboard and the SW has to be replaced.

For detailled feature descriptions have a look into the OpenScape Busisness datasheet or feature description Documentation.

Voice features

• Making calls: Setting up a connection, e.g., via speed dialing or directories
• Call Signaling, Calling Line ID: CLIP, CLIR, COLP und COLR.
• Functions during the call: Holding, redirecting and transferring calls
• Controlling availability: Call forwarding and call forwarding - no answer
• Conferencing: Different types of application-controlled and phone-controlled conferences
• Optimizing communication: Handling calls more efficiently and sending texts to internal subscribers
• Easy Operation: Resetting activated features, Direct Inward System Access (DISA) and multilingual text output
• Working in a team (groups): Multiple subscribers and phones can be reached under one station number
• UCD (Uniform Call Distribution): Uniform distribution of incoming calls to a group of subscribers (UCD group).
• Emergency Calls: Hotline/Hotline after timeout or an emergency service
• etc.

Supported phones and devices

• OpenStage phones (IP/HFA, SIP and T)
  
  • OpenStage 5, 10 T, 15,15 T, 20, 20 E, 20 G, 20 T, 40, 40 G, 40 T, 60, 60 G, 60 T, 80 G, 80 T
    
• OpenScape Desk Phone (SIP)
  
  • OpenScape Desk Phone IP 35G and OpenScape Desk Phone IP 55G
    
• OpenStage Key Modules
  
  • OpenStage Key Module 40, 60 and 80 for OpenStage 40 and 60
    
  • OpenStage Key Module 15 only for OpenStage 15
    
  • OpenStage Busy Lamp Field 40 only for OpenStage 40
    
• Cordless CMI/DECT - IP/DECT telephones
  
  • OpenStage S4 professional; OpenStage SL4 professional; OpenStage M3
    
• PC Clients (HFA, SIP)
  
  • OpenScape Personal Edition (including Video support for SIP)
    
• SIP phones (UC Suite) / AP adapter
  
  • SIP phones with RFC 3725 support.
    
  • Mediatrix 4102S (for connecting 2 Analog phones or G.3 FAX devices)
    

More information about supported features of SIP phones and their configurations are available could be found by reading Features and Configuration of SIP Devices page.

• WLAN phones
  • OpenStage WL3
    
• Analog and ISDN phones
  • Analog (a/b) phones
    
  • Digital (S0) ISDN phones
    

Please note:
Older devices (such as optiPoint 410/420/500, Gigaset SL3/S3/M2 and optiPoint WL2 SIP only) are supported. For further details such as the required Software versions for each device, please refer to the respective technical release notes.
Optiset E devices cannot be operated.

Unified Communications

OpenScape Business provides two alternativ flavours of Unified Communications, depending on the needs:

UC Smart
UC Smart SW is fully embedded within the OpenScape Business SW running on the motherboard of OpenScape Business X3/X5 and X8. It comprises the Unified Communications and Collaborations features of the HiPath 3000 WebServices.

• Presence incl. status based announcements
  
• Favorites incl. Call Status
  
• Visual VoiceMail Control
  
• CTI incl. Ad Hoc Conferencing
  
• Directory Access
  
• Chat
  
• Call Journals incl. Reminder
  

The UC Smart solution offers several UC clients:

• myPortal Smart
• myPortal to go
• my Portal for Mobile

UC Suite
UC Suite provides the Unified Communications and Collaborations solution known from OpenScape Office LX/MX/HX. UC suite comprises extensive functions for such as presence management (Presence status), drag and drop conferencing, visual voicemail (Voicemail), multichannel contact center, IM (Instant Messaging IM), Mobility, directory access with database connection, fax, integration into Business processes and the connection of OpenScape Web Collaboration.

Operation of UC Suite requires the "UC Booster Card", which is plugged on the motherbord of OpenScape Business. As an alternative, in case of extended number of Unified Communications users, an external "UC Booster Server" has to be connected to Open Scape Business.

The UC Suite solution offers several Unified Communbications clients:

• myPortal for Desktop
• myPortal for Outlook as Add On for Microsoft Outlook
• myPortal for Mobile
• myPortal for Tablet
• myPortal to go
• myAttendant

Multichannel Contact Center

The Multichannel Contact Center option is available for OpenScape Business UC Suite

Additional information about the OpenScape Business contact center versions can be found within this Wiki using the following link:

• OpenScape Business Contact Center

The Contact Center option offers two clients for use within the contact center environment:

• myAgent as agent and supervisor desktop application
• myReports as client for report creation

Mobility options for mobile employees

OpenScape Business offers embedded mobility services and solutions for any enterprise. These comprise:

• Integration of smartphones of mobile workers
• Support of cordless and WLAN telephones within the office
• DeskSharing solutuon
• Teleworking solution

OpenScape Business Mobility provides features like:

• SmartPhone and tablet PC integation into UC solution
• One Number Service regardless of location and used device
• Dual mode telephony (UMTS / WLAN) support at public hotspots
• Mobile Logon
• CallMe function
• VPN support
• etc.

OpenScape Business clients

myPortal Smart
is the desktop client for the UC Smart solution. myPortal Smart is available for For Apple MAC OS & Windows
Additional information about the myPortal Smart featureset can be found within the following link:
myPortal Smart

myPortal for Desktop
presents the full suite of OpenScape Business UC features from a single window
Additional information can be found within this Wiki using the following links:
myPortal for Desktop

myPortal for Outlook

• all of the functionality in myPortal for Desktop available as an MS Outlook toolbar!
• enables users to access all of their communications - voice, conferencing, voicemail, fax, IM, email, and contacts - directly from within MS Outlook
• Users can click to dial any number from any Microsoft application
  

Additional information can be found within this Wiki using the following link:
myPortal for Outlook

myPortal for Mobile/Tablet

• delivers OpenScape Business UC features onto your Smartphone or Tablet PC
• manages and shows presence status of contacts, set connection control of your office extension, and access to directories, favorites, voicemail and journals
  

Additional information can be found within this Wiki using the following link:
myPortal for Mobile/Tablet

myPortal to go

• delivers OpenScape Business UC features onto your Smartphone
• manages and shows presence status of contacts, set connection control of your office extension, and access to directories, favorites, voicemail and journals
  

Additional information can be found within this Wiki using the following link:
myPortal to go

myPortal for OpenStage

• OpenScape Office UC presence and visible voicemail features to OpenStage 60/80 desktop phones
• easy changes of OpenScape Business presence status
• visually access, query and control personal voicemail-box
  

Additional information can be found within this Wiki using the following link:
myPortal for OpenStage

myAttendant

• presence-aware switchboard application used by administrators, dispatchers or supervisor
• presents a single, consolidated view of all of the company’s users and their presence status, making it easy to transfer calls to employees when they are available
  

Additional information can be found within this Wiki using the following link:
myAttendant

myAgent
Presents the full suite of contact center features from a single desktop view (call queue information, relevant customer information pop-ups accompany incoming calls, access customer data and call history)
Additional information can be found within this Wiki using the following link:
myAgent

myReports
myReports provides over 100 predefined standard reports. The historical reports are provided as graphs and/or table views.
Additional information can be found within this Wiki using the following link:
myReports

Embedded applications

OpenScape Business provides some embedded applications, which are running optionally within the OpenScape Business system.

OpenStage Gate View

OpenStage Gate View is a user-friendly, security solution that offers real-time video surveillance to observe, control and grant access to entrance areas all from your OpenStage Business phone, PC or your Smart Phone.
IP-capable video cameras send video streams to the OpenScape Business, which enables authorized Gate View users to display this video streams. The video image associated with an activated entrance telephone (door opener) can be automatically displayed on an assigned OpenStage phone. In addition the video can also be displayed on mobile devices by using the web client or in case of Apple´s iPhone using the appropriate App.
OpenStage GateView supports also scheduled recording of a video stream and the saving of recordings to a network drive.

Suiteable video cameras are not included in the ordering process Depending on the customer's requirements (e.g., LAN, WLAN, indoor/outdoor, PoE), cameras can be purchased on the open market. Instructions on integrating user-defined cameras together with a list of certified cameras as well as the technical specifications can be found at:
OpenStage Gate View FAQ.

Administration of Gate View is done via the administration portal of OpenScape Business.

As a prerequisite a UC Booster Card or OC Booster Server is required for OpenScape Buisness. Capacities of Gatev View in terms of number supported cameras and phones etc. depends on the choosen UC Booster HW. Details are decribed within the administartion manual.

The use of Gate View is licensed controlled.

General configuration

Single Node

Networked System

Networking "OpenScape Business" OpenScape Business offers the opportunity to build networks with up to 1000 participants. Within an OpenScape Business Network a broad range Unfified communcation feature are available for all useres beneath the normal telephony features e.g:

• Presence management with voice support(visibility of presence status)
• Network-wide call status (e.g. subscriber is being called, subscriber has an active call)
• Call pickup via myPortal for Desktop
• Instant messaging with Multi-User-Chat
• Drag&Drop conferences in the network
• Network-wide Web Collaboration (for example, desktop sharing and video)
• myAttendant – change the presence status for all users in the network
• Integrate external directories with OpenScape Office Directory Services
• Integration in the Microsoft Exchange calendar and in the public directory
• Forwarding of voicemails in the network
• Support of XMPP presence & chat with external partners

An OpenScape Business network is controlled by the so called Master Node, which does not require necessarily additional HW/SW depending on the size of the network. An administrator can access all network subscribers via the Single Point of Administration within the Master Node. When changes are made within the Master Node administration, the databases of the individual network nodes are automatically synchronized.

A LAN/WAN based IP network is required as prerequisite for networking. OpenScape Business systems can be networked with one another also via digital trunks. Both S0 as well as S2M lines with QSIG protocol can be used for the connection.

Within the following some essentiall networking scenarios are shown. Details, prerequisites and even more scenarios are decribed within the administration manual of OpenScape Business Documentation.


Networking Multiple OpenScape Business X3/X5/X8 Systems
Up to 32 OpenScape Business communication systems can be networked with each other.

Networking OpenScape Business and OpenScape Business S (Single Gateway)
Up to 32 OpenScape Business X3/X5/X8/S communication systems can be networked with one another. Multiple OpenScape Business S systems are allowed in an internetwork. Single Gateway means that all IP stations registered at OpenScape Business S only use ONE gateway to the PSTN.

Networking OpenScape Business and OpenScape Business S (Multi Gateway)
Up to 32 OpenScape Business X3,X5,X8,S communication systems can be networked with one another. Multi-gateway means that every IP station registered at OpenScape Business S is assigned to exactly one specific gateway.

SIP / ITSP Connectivity

Information about connection of SIP devices and SIP trunks and certifies VoIP service providers can be found within the following links

• Features and Configuration of SIP Devices
• Collaboration with VoIP Providers
•   OSBiz V1 Configuration for ITSP
•   OpenScape Business Config Guide CLIP

Miscellaneous SIP related topics

•   SIP Attack Protection - Diagnostics and Configuration Hints
•   OSBiz SIP Attack Protection
• Network Configuration for VoIP Providers
•   SIP Gateway test List Version 2012-03-07

Integration in business application and processes

OpenScaoe Business supports many interfaces, protocols and standards for integration into business process or connection to 3rd party applications. Details are listed in the the datasheet or feature description. Within the following section only the most relevant interfaces and integrations are described. Nearly all connections, except TDM telefony, uses the Ethernet LAN interface of OpenScape Business.

Windows Terminal Server and Citrix support

The following document describes how to operate OpenScape Business client within Windows Remote Desktop Services and Citrix XenApp environment

•   OSBiz_V1_CitrixXENApp_6.5_Win2008R2‎

Microsoft Exchange Server

The following documents describe how to connect OpenScape Business to “Microsoft Exchange"

•     OSBizV1_MSExchange_2007
•     OSBizV1_MSExchange_2010
•     OSBizV1_MSExchange_2013

Microsoft Office 365

The following document describes how to connect a local OpenScape Business to “Microsoft Office 365”

•     OSBizV1_MSOffice_365

Access to external directories and data sources

OpenScape Business can access data within external directories or databases via:

• Open Directory Service
• LDAP
• Data replication via CSV file import

Open Directory Service
is fully embedded within OpenScape business. It allows access to internal User Data, Speed Dials and the UC-Suite Directory as well as to following external SQL database servers:

OpenScape Business EULA