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OpenScape Business Feature Enhancements

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Within this article the feature enhancements of OpenScape Business since Version 1 are shown. Sorting is done by SW versions in decending order.

Version V2R2

System Functions

Hardware

SIP Features for Trunk Connections and Subscriber Lines

UC Suite

Contact Center

Within OpenScape Business V2R2 the Contact Center features have been enhanced and functionality of the myAgent and myReports clients has been improved.

  • Login / Logout via Telephone - Login (Logout) into the Contact Center is supported also via phone. There is no longer the need to run myAgent in order to use the Contact Center functions. If an agent has been logged in via phone only voice calls can be processed. PopUp Window and WrapUp Code entry are not supported in this case. This applies also if myAgent is active and agent logs into the Contact Center using the phone. Full functionality of myAgent can be regains in this case if the agent logs out at the phone and afterwards logs in via myAgent.
  • Configurable Queue Size (Queue Depth) - The feature “Queue Depth” provides the possible to control the maximum number of active and waiting calls in a specific queue.
  • Individual Callback Announcement - The Supervisor of the Contact Center or the system administrator can change the announcements for the Callback function. Announcements can either be uploaded as a WAV-filer or can be recorded directly via phone and stored within the system.
  • Announcment of Estimated Wait Time - The OpenScape Business Contact Center offers now the possibility to play the estimated Wait Time to caller in the queue. Therefore the “Play Queue Position” CCV element has been enhanced. The options are now to play either the queue position or to play the estimated wait time”
  • Routing depending on data in external database - OpenScape Business Contact Center offers call routing depending on data / criterions, which are stored in an external database. For this purpose the Contact Center sends an LDAP request with the caller number (CLI) to the external database and routes the call depending on the result of the request.
  • Sending E-mail with address of the queue - E-mail sending out of the contact center has been improved. Now the Contact Center sends out E-mails with the e-mail address of the queue the agent is working for, as sender information instead of e-mail address of the agent.
  • Improved Function for VIP Contact Assignment - The VIP contact assignment function allows multiple contact selection within in the external UC-Suite directory.
myAgent enhancements
  • Improved “Overdue” indication while Pop Up is open - The status overdue starts after the agent has closed the Pop Up and the Wrap Up time is expired. (Before SW version V2R2 overdue time started immediate after the agent had hung up while the Pop Up window was still open.)
  • Directory look up with incoming e-mails - Incoming contact center e-mails are matched against the various system directories in the same way as it is done for incoming voice calls. As a result the e-mail address of the sender is presented within the Calls list and the current Contact Center call window.
  • Open E-Mail Attachment directly - Contact Center e-mails attachments can be opened and viewed directly without the need to save them on the PC. User can save or open an e-mail attachment by right clicking on the attachment. Double clicking on it will open the attachment using the assigned default application.
  • Send E-Mail out of Contact Center Calls Window - E-mails can be sent out directly out of the Contact Center Calls window. The option is offered after right mouse button click to the call. The system pops up a new email window, which is ready to be completed and sent by the user.
  • E-Mail HTML Format Support - A HTML Editor is available to read and write Emails


myReports enhancements
  • Two new reports are implemented
    • Agent Callback Call Attempts
    • Queue Rejected Calls

UC Smart

Mobility

  • Device@Home - Enhanced security features
    • Encryption of signalling and voice
    • Different registration ports for Device@Home
    • Mandatory authentication of Device@Home subscribers

Interfaces und API´s

Devices

  • Support of the new OpenScape Desk phone CP family (SIP) including DLI Support.

Licensing

  • Introduction of the "Pay As You Go" licensing model

Miscellaneous

  • Serviceability Improvements
    • Remote Servie PlugIn (RSP) - The OpenScape Business SIL ID is verified via the remote service plugin (RSP) with the one stored in the Contract Database (CMD).
    • Simplified configuration of OSBiz systems with the RSP platform through system pre configuration.
    • Display of the OpenScape Business System Software version within the RSP platform.

Version V2R1

System Functions

  • Unified Directory architecture, which harmonizes displaying of caller identification and search results between phones and UC clients.

UC Suite

Enhancements and optimization of the UC Suite clients.

  • myPortal for Desktop
    • The import and export of CSV files for the personal directory.
  • myPortal for Desktop and for myPortal for Outlook
    • Journal enhancements (for single node only)
      • Quick search of call numbers or names in the journal.
      • Additional caller information for:
        • Forwarded calls to Voicemail without message.
        • Diverted calls Calls which have been diverted to other users (call diversion)
        • Calls which have been answered by another subscriber (call pick up)
        • Group calls
      • Improved Callback handling. - Callback can be initiated by a double click to the journal entry.
    • Favorite List enhancements (for single node only)
      • Display information about the connected party. - It is possible to display optionally the connected party within the favorite list.
  • myPortal for Outlook (Outlook 2010)
    • Favorites list can be displayed on the left or the right window within Outlook.
    • Simplified dialing out of the favorites list. The last 10 calls are displayed in a separate favorites group and calls can be initiated with a single mouse click. In addition, quick dial icons are available for each favorite.
    • Quick access toolbar within several client windows which provides the most important functions to the user.
    • Detach of the myPortal toolbar and free positioning at the PC’s desktop.
    • Simplified conference handling. Conference setup participant invitation can be evoked by a click into the Outlook calendar.
  • Release of Microsoft Office 2016 for myPortal for Outlook

Mobility

  • Device@Home - System phones like OpenStage or OpenScape DeskPhones with the HFA protocol are treated as internal subscriber even if connected via the Internet to OpenScape Business. (Note: Connections via Internet a unsecure in general. Therefore risk consideration has to be done. If necessary appropriate protection measures against misuse and toll fraud have to be implemented. See also OpenScape Business V2 Security Checklist).
  • myPortal to go VoIP client (Android only)

The myPortal to go VoIP Client can be used within any WiFi service. This allows users to conduct voice calls via WiFi without incurring fees for using the GSM network. (Note: Recommendations of the OpenScape Business V2 Security Checklist regarding secured operation should be considered).

Miscellaneous

  • Serviceability Improvements
    • Progress bar. - A progress indicator has been implemented in the basic installation wizard; this shows the position within the wizard and indicates to users how many service menus have yet to be filled in.
    • Service Logs - Event log entries, are now also available in the Service Center of the OpenScape Business Portal (WBM).
    • Configuration Data Import - The import of mass customer data has been simplified via a XML import mechanism. Via a new template, customers can provide relevant data which can then be enhanced by service technicians with further details, such as subscriber type, etc..

Version V2R0.1

System Functions

  • Support of OpenScape GateView
  • Release of Microsoft Edge Internet Browser for OpenScape Business Assistant (WBM)
  • Virtualization based on Microsoft Hyper V Server 2012 R2
  • Project specific release of OpenScape Desk Phone IP 35G Eco.

UC Suite

  • Release of Windows 10

All UC Suite Desktop Clients are released for operation under Windows 10.

  • G.711 fax support with UC Suite for ITSP

OpenScape Business UC Suite fax support for G.711 fax connections via new ITSP Service Providers. This is valid for OpenScape Business X and S systems and useful for ITSP service providers which do not support the T.38 fax protocol. If T.38 is supported, then this is the preferred protocol.

UC Smart

  • Release of Windows 10

All UC Smart Desktop Clients are released for operation under Windows 10.

  • UC Smart Desktop Dialing for Mac OS

Desktop Dialing support with UC Smart for MAC OS. For example numbers in a recognizable dialing format on a web page can be marked and dialed, the same way this is possible with Windows operating systems.

Mobility

  • Dual Mode Mobility with myPortal to go

With myPortal to go Dual Mode Support and the integrated VoIP Client (Android App) it is possible to redirect incoming external calls, via the one number service functionality, directly into the mobile GSM network and to the users Smartphone, even if the user is outside a WLAN infrastructure. OpenScape Business recognizes that the myPortal to go VoIP Client is outside the WLAN infrastructure and redirects incoming calls automatically into the GSM network. For this scenario one IP User license and a UC Smart / Suite license are required. If twinning with an OpenScape/DeskPhone is desired (twinning) a second IP or TDM user license is required.

Miscellaneous

  • Serviceability Improvements
    • Status display of ITSP service providers on the OpenScape Business Assistant homepage. Depending on their status, ITSPs are displayed as either active or inactive. Service technicians can thus see at a glance if a SIP provider is active after logging onto the system.
    • Import / Export of ITSP service provider profiles. Via the import / export functionality, profiles of existing ITSPs can be used for additional profiles (copied). This is enabling a faster and more comfortable configuration and activation of SIP service providers.

Version V2R0

System Functions

  • OpenScape Business S deployments for up to 1500 subscribers

OpenScape Business S software supports configurations of up to 1500 subscribers as well as optional UC Suite or UC Smart client.
Note:
Configurations with more than 1000 UC clients require a project specific release!

  • OpenScape Business Cloud/Hosting
    • Operation of OSBiz S and OSBiz X as a hosted solution in a data center
    • OSBiz S installed on a dedicated server or virtualized under VMWare
    • Pre requisite is a VPN-or MPLS infrastructure, especially in scenarios with several customers (no site specific NAT router to access the Internet)
    • Up to 8 parallel ITSPs configured per system. MSN and indial supported
    • Up to 8 area codes supported per system assigned to the 8 ITSPs for allocation to the different customer sites (multi site set up)
    • Multi-Site scenarios combined with classical networking (for voice and UC)
    • Multi Site with more than 8 sites can be realised in networks (n * multi site networked)
    • Cross-border multisite configurations can be realised (n * multi site networked)
    • Networking scenarios with ISDN gateways fully integratable
    • Technical prerequisite is the possibility to use indial numbers for ISDN provides as well as for ITSAPs.
  • DLI enhancements

A new method for automatic software supply for the IP system telephones with SIP software is introduced. Once an IP system telephone in the OpenScape Business Assistant (WBM) is configured as system client (HF) the HFA software is automatically loaded via the DLI.

Hardware

  • Scalability of the server resources for OpenScape Business S

The scalability of the hard disk capacity is applicable to dedicated server hardware as well as to virtual environments

SIP Features for Trunk Connections and Subscriber Lines

  • SIP enhancements for stations and SIP carriers (ITSP)
    • SIP Connect1.1 support
    • DTMF support for SIP Trunks

UC Smart

  • UC Smart enhancements for OSBiz X and OSBiz S
    • Scheduled meet me conferences
    • OpenScape Web Collaboration
    • Using the UC Smart application with UC Booster Card / Server / Business S

Mobility

  • myPortal to go enhancements
    • VoIP (HFA) Client for myPortal to go App under Android OS

Interfaces und API´s

  • Enhanced functionality for the OpenDirectory Service (ODBC)

New ODBC Database connector for OpenScape Business Directory Service

  • Connectivity to Circuit

OpenScape Business V2 systems are working side by side with the new Circuit platform and complement each other ideally:

Devices

  • Support of the new DECT base station BS5

The new DECT base station BS5 is the successor of the existing base station BS4 and is 100% compatible. The same installation and capacity requirements apply.BS3/BS4 and BS5 base stations can be used together with OpenScape Business.

  • Support of the OpenScape DeskPhone IP 35 Eco (HFA) (when device is released)

The OpenScape Desk Phone IP 35G Eco is supported by all OpenScape Business models (X1/X3/X5/X8/S). It is delivered only with the SIP SW ex factory. The SW update to HFA will be initiated automatically via the OpenScape Business DLI functionality (automatic Reflash).

Version V1R3.3

System Functions

  • Support of the Unify remote platform "RSP.servicelink"

RSP.servicelink is the new Unify remote platform for Certified Partners and is supported from OpenScape Business V1R3.3 on. OpenScape business systems can be connected without additional hardware / software. The SSDP V1 remote platform is still supported by the OpenScape Business V1R3.3.

Hardware

  • HD memory requirements for OpenScape Business S is user dependent
    • up to 50 IP,- Mobility,- or Deskshare users: min. 60 GB HD space
    • from 51 up to 100 IP,- Mobility,- or Deskshare users: min. 100 GB HD space (For systems with multimedia contact center min. 200 GB. The disk space is required for voice mail, data, journal, etc.)
    • from 101 up to 500 IP,- Mobility,- or Deskshare users: min. 200 GB HD space

Devices

  • Support of a new protocol stack within OpenStage HFA and optiPoint HFA devices

Due to technological progress a new protocol stack has been implemented within optiPoint HFA devices, OpenStage HFA devices and OpenScape Personal Edition HFA.
OpenScape Business supports this new protocol stack from V1.R3.3 on.
OpenStage HFA devices with old protocol stack are updated automatically to the latest firmware, if the DLI functionality is enabled within OpenScape Business.
optiPoint HFA devices have to be updated manually to the firmware V5R7.1.0 or higher.
The same applies to OpenScape Personal edition, which has to be updated to V7R1.21.2 or higher.
Please note
If software / firmware version is not updated the HFA devices cannot be operated with OpenScape Busines V1R3.3

  • Support of OpenScape Desk Phone IP 35G Eco (SIP). The device offers:
    • 10 fixed function keys
      • Messages
      • Settings
      • Speaker
      • Headset
      • Vol+, Vol-
      • Mute
      • Transfer
      • Conference
      • Hold
    • 3 programmable keys (pre-programmed with:)
      • Release Call
      • Redial
      • Call List)

OpenScape Desk Phone IP 35G Eco is the successor of the OpenScape Desk Phone IP 35G.
More information about the OpenScape Desk Phone IP devices is available within the following links:
OpenScape_Desk_Phone_IP
OpenScape Desk Phone IP 35G

Licensing

  • New evaluation license for SIP Trunk

This evaluation license for SIP trunks allows connection to Internet Service Providers and evaluation of Internet Telephony. This license can also be used for evaluation of S2M/T1 trunks.

  • Flexible User Licensing for IP-, TDM-, Mobility-, Deskshare User

From V1R3.3 on IP User licenses can also be used for licensing of TDM-, Mobility-, Deskshare users.
Rules for the flexible user licensing are:
• The existing licensing structure and the max. values of User licenses in X1/X3/X5/X8 remains unchanged.
• The existing TDM- Deskshare or Mobility User licenses within the license file have to be used first for licensing of the appropriate users.
• After all available licenses are assigned to TDM- Deskshare or Mobility users, IP User licenses can be used to license additional TDM-, Deskshare- or Mobility user.

Prerequisite to use the new flexible licensing procedure are:
• OpenScape Business V1R3.3
• New generated and imported license file

Please note:
The updated license for the already purchased licensed can be retrieved from the Central License Server of Unify.

Miscellaneous

  • OpenScape Business Assistant (WBM) Enhancements
    • Advanced navigation options in the "User" dialogs
    • Restart option for the UC Booster Card

Version V1R3.2

UC Smart

  • GUI optimization for myPortal Smart
  • New language for UC Smart Voicemail TUI (Slovenian)

Mobility

  • myPortal to go (Web Edition) for UC Smart and UC Suite in addition to the myPortal to go App for IOS and Android
  • VPN access to corporate LANs for remote workers with IOS V7 based mobile devices
  • SIP@Home – direct connectivity of SIP phones (STUN) for remote workers

System Functions

  • Voicemail to E-mail without UC Suite / UC Smart license
  • Connectivity of cordless base stations to UPoE ports of SLU8N/NR modules (DECT Light)
  • Increase of the number of MOH channels from 10 to 16 for OpenScape Business X models
  • New maximum values for T.38 fax-calls (depending on available DSP resources)
  • OpenScape Business Assistant enhancements
    • RESTART-button for a renewed ITSP registration
    • The name and call number is provided in the settings for TDM, IP, Mobility and Deskshare users in the license administration window under local user licenses
    • QOS settings according 1TR114
  • Flexible user licensing for TDM-, Mobility-, and Deskshare User by using IP user licenses.

Interfaces und API´s

  • Application Launcher enhancements (information for call direction)
  • Support of the CSTA XML protocol for certified applications

Miscellaneous

  • New Gateway License Packages for OpenScape Business X1 and X3/X5/X8


Version V1R3.1

UC Suite

  • Popups for UC suite in a new style for the following clients:
    • myPortal for Outlook (Microsoft Outlook 2010 and 2013)
    • myPortal for Desktop
    • myAttendant
  • Increase of the number of configurable agents to 192

UC Smart

  • Display of "Open Calls" in the Journal of the UC Smart / myPortal to go clients
  • Key programming for the associated syste, telephone via the myPortal Smart Client
  • New languages for UC Smart Voicemail TUI (Croatian and Turkish)

SIP Features for Trunk Connections and Subscriber Lines

  • Support of the following feature codes @ SIP phones
    • Call Pickup (*57) (from V1R3.0, see chapter 1.4.4)
    • Reset services (# 0)
    • Rejoin Hunt Group / Leave Hunt Group (Stop Hunt) (* 85 / # 85)
    • Temporary Suppressing the display of the calling number (* 86 / # 86)
    • Speed dialing (* 7nnnn)
    • Door opener (*61)

System Functions

  • Integrated Power Management
  • Template settings via the UC Smart Assistant (WBM
  • Customizable DynDNS domain set up
  • Access to customer and administrator documentation (.pdf) in all languages

Interfaces und API´s

  • CSTA support for Message Waiting Indication MWI for SIP terminals
  • OpenScape Business TAPI 120 directly connected to motherboard

With the models X1/X3/X5/X8 up to 30 OpenScape Business TAPI 120 users can be connected directly via the mainboard.

Hardware

  • Support of new CMA module S30807-Q6931-X1

Miscellaneous

  • Provision of OpenScape Business S software as OVA Image
  • Certification of OpenScape Accounting


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 app for smartphones as download from AppStores

Android Store Apple Store
QR-Code QRcode android.png https://play.google.com/store QRcode apple.png 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



Version V1R2

Second release step with UC Suite and UC Smart features.
The features of this version is the base of general feature descriptions within the sales information and datasheet of OpenScape Business.

Version V1R1

First release step with telephony features only

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