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OpenScape Office LX/MX Contact Center

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OpenScape Office Contact Center

The multimedia OpenScape Office Contact Center is a powerful solution for the optimal allocation and handling of calls, e-mail and faxes. Intelligent, skills-based routing ensures that customers are always connected to the most qualified agent. The Contact Center uses HW / SW ressources of OpenScape Office application suite like database and announcements wherever it is possible. The operation of the contact center is licensed controlled.

The Contact Center is integrated Part of OpenScape Office LX/MX. In combination with Hipath 3000 the Contact Center is integrated part of OpenScape Office HX.
From OpenScape Office Version 3R3 on the ContactCenter feature set of OpenScape Office LX/MX and HX is mostly the same. But nevertheless differences exist in capacities, license structure and prerequisites.


The description within this article refers to:

  • OpenScape Office LX/MX V3R3 Contact Center


Configuration overview

OpenScape Office MX V3 OpenScape Office LX V3

OpenScape Office MX ContactCenter

OpenScape Office LX ContactCenter

No external PC is required for the operation of OpenScape Office MX Contact Center as it is integrated within OpenScape Office MX.

No additional PC is required for the operation of OpenScape Office LX Contact Center as it is integrated within OpenScape Office LX.

Features

New, enhanced or improved features in V3R3

Feature Details

Routing

  • Routing depending on caller number (CLI based Routing) with wildcard and numer fragments support
  • VIP number enty with with wildcard and numer fragments support
  • Ressource depending routing options depending on:

- Calls in queue

- Number of available agents

Forwarding options

  • Call forwarding in other queue
  • Call forwarding to external number
  • Forwaring of e-mails and faxes to other queue

Callback functions

  • Callback to preferred agent
  • Reshedule of not processed callbacks

Language support

  • Caller number (CLI) dependent language for callbacks
  • Caller number (CLI) dependent language for position in queue anouncements

Permanent available agent

  • Agent status is not switched automatically to "unavailable" after missed call.

Features in detail

More information about OpenScape Office Contact Center feature set can be obtained from the OpenScape Office datasheet or feature description. Which can be obtained from the

Preconditions

The following must be ensured for correct operation:

OpenScape Office MX V3 OpenScape Office LX V3
  • Fully operational openScape Office MX V3 in a LAN environment.
  • The Contact Center requires a second box in case that max # of agent for the base box are exceeded.
  • Contact Center requires additional licenses
  • Fully operational openScape Office LX V3 in a LAN environment.
  • The Contact Center does not need additional HW/SW ressources, but additional Contact Center licenses

Virus Scanner

The same statements and requirements as for OpenScape Office LX/MX or HX apply

Voicemail and Faxes

The same statements and requirements as for OpenScape Office LX/MX or HX apply

Firewall

The same statements and requirements as for OpenScape Office LX/MX or HX apply

Functional Boundaries, Limitations, Capacities

Capacities

Feature OpenScape Office MX V3 OpenScape Office LX V3

max # Agents

64 for multi box system

10 for single box System

64

max # Supervisors 64 for multi box system

10 for single box System

64
max # Groups / Queues

50

50

max # Calls 200 calls per hour for single box system

500 calls per hour for multibox system

500 calls per hour
max # myReports applications 1 (simultaneously) 1 (simultaneously)

Networking

OpenScape Office ContactCenter is released for single node systems

Using myAgent and Communications Clients Simultaneously

When myAgent and other communications clients are used simultaneously via one OpenScape Office user account, the possibility of mutual interactions e.g. user presence status cannot be excluded.

Using HiPath Cordless Office Mobile Phones in the Contact Center

Cordless stations are released for use as terminals for Contact Center agents subject to certain prerequisites and general constraints, as described below. Prerequisites

  • Only the Gigaset mobile handsets currently released for operation with HiPath Cordless Office may be used.
  • The area in which the Cordless stations are being used must provide complete wireless coverage without blind spots.
  • An adequate number of HiPath Cordless base stations must be provided so that enough B channels are available for the agents with Cordless mobile devices.
  • As far as possible, the Cordless user should not leave the wireless range while logged in as an agent in the Contact Center.

General Constraints

The following changes in operating procedures must be taken into account as opposed to agents with desktop phones.

  • Logging in and setting availability is done exclusively via the myAgent portal
  • The Gigaset mobile handsets do not display messages such as "available" or "not available".
  • The screen pop and phone control functions cannot be used from the myAgent portal for the call control of mobile handsets.
  • Incoming calls can only be accepted at the mobile handset.
  • Outbound dialing must be initiated via the mobile handset

Further effects to be considered when using HiPath Cordless in the Contact Center

  • Search time for mobile handsets

On receiving an incoming call, several seconds may be needed to find the mobile handset (up to 20 seconds in the worst case) before the call can be signaled at that handset. During the search time, the caller hears the ringing tone. The Contact Center counts this time for delivering the call.

  • Mobile handset cannot be found

If an agent with a HiPath Cordless Office mobile handset leaves the wireless area, depending on the period of absence, the search time needed to log the mobile handset into the HiPath Cordless base station after returning may take even longer. If the specified time for answering a call in the Contact Center is exceeded due to the above system behavior, the agent will automatically be removed from the call distribution and will no longer be allocated any calls until the agent's status has been reset to Available at the myAgent portal.

Documentation

Many documents in various languages are available for OpenScape Office. As there are:

  • Featuredescriptions
  • Datasheets
  • Administration manuals
  • User manuals

Depending on the type of document it can be downloaded from one of the following sources:

Additional articles within this Wiki

FAQ Fequently asked questions for OpenScape Office

How To repository

How to

Following How To are available

Software Deployment

OSO Contact Center is integrated part of OpenScape Office SW image.

Licensing

The features of OpenScape Office Contact Center are licensed. A grace period is available. During this grace period (typicaly 30 days), the product is fully functional. If the licensing is not completed before the grace period expires, the system will only operate in Emergency mode thereafter.

License handling

Based on the order data, the license keys can be obtained via the Central Licensing Server (CLS) for a licensed item. For CLS access an account is required.


OpenScape Office LX / MX V3

All license keys have to be imported into Open Scape Office LX / MX V3 using the integrated Web based management of the system. CLA / CLM are not necessarily required.

License assignment

OpenScape Office LX / MX V3

The myAgent license are assigned permanently to individual subscribers with OpenScape Office Assistant. The number of stations licensed cannot exceed the number of available licenses. The assignment of other licenses occurs dynamically, i.e., depending on the requirements and availability, licenses are assigned for the components that require them.

Within the OpenScape Office Assistant following information about the licenses is displayed:

  • Product Name: Name of the communication system.
  • Feature: Feature for which the license has been assigned.
  • Number of licenses used: Shows the number of used and available licenses.
  • Status: Status of the license.

License Structure of OpenScape Office Contact Center with OpenScape Office LX / MX V3

For operation of OpenScape Office Contact Center the licenses within the blue and orange fields of the following picture are required. Of course OpenScape Office UC -user licenses can also be combined with contact center licenses.

For operation of OpenScape Contact Center following licenses are required at minimum

  • Basic system license
  • Basic contact center license
  • Agent licenses


Overview Licenses OpenScape Office MX V3 Contact Center


License Content Remark

Basic License Package

  • 1x System license for the operation of OpenScape Office MX
  • 4x Licenses for Media Stream channels
  • 1x License for the CSTA application interface
  • nn x Licenses for Comfort User
  • nn x Licenses for Comfort Plus User

The System license is the prerequisite base for all other OpenScape Office MX V2 licenses.

The CSTA license is permanently used for the OpenScape office internal application.

Different Basic License Packages with different numbers of comfor user and comfort plus user licenses are defined.

Contact Center Basic License Package

  • 1x license for usage of the contact center
  • 4x licenses for Contact Center agents (myAgent)
  • 1x license for the CSTA application interface

Precondition:

  • OpenScape Office Basic License Package(System Licence)!

This license enables:

  • Operaton of OpenScape Contact center in general
  • incl. 4 agents
  • 1 CSTA interface for external applications (e.g., for TAPI)

myAgent License

  • 1 x myAgent License

Precondition:

  • Contact Center Basic Licence

Comments:

  • myAgent licence includes a Comfort User license
  • myAgent license is "floating" and enables per user the Use of the Agent Desktop Client

myReport License

  • 1 x myReport License

Precondition:

  • Contact Center Basic Licence


License enables per system

  • Use of the myReport client

One myReports applicatin can be connected to system database at one time.

Contact Center Fax License

  • 1 x Contact Center Fax License

Precondition:

  • Contact Center Basic Licence

License enables per system

  • Use of Contact Center inbound Fax distribution function

Contact Center E-mail License

  • 1 x Contact Center E-mail License

Precondition:

  • Contact Center Basic Licence

License enables per system

  • Use of Contact Center inbound E-mail distribution function

Other licenses



Media Stream Channel License

  • 1 x Media Stream Channel License

License is used for additional Media Stream Channel bandwidth for

  • Simultaneous voicemail
  • Fax functions
  • AutoAttendant functions.

Configuration rules:

  • Voicemail connections or listening to voicemails via the phone: 1x Media Stream channel per connection for the duration of the connection
  • Incoming/outgoing Fax connections via OpenScape Office: 1x Media Stream channel per connection for the duration of the connection
  • Conferencing via OpenScape Office: 1x Media Stream channel per participant for joining the conference and additionally 1x Media Stream channel for the entire conference until all participants have registered
  • AutoAttendant functions: 1x Media Stream channel per connection at connection setup

Remark

The System License is curently not available seperately.

For OpenScape Office MX, three different basic license packages are available for basic operation which contain different number of user and comfoat users.

Add on Products

OpenScape Office Unified Communications features / client applications can be combined with OpenScape Office Contact Center.

  • myPortal
  • myPortal for Outlook
  • myAttendant

If myPortal and myAgent are used concurrently under the same user account, there may be limitations on the functionality. Please also refer to the corresponding notes in the Release Notice.

See also

External Links

Other important sources within this Wiki for OpenScape Office