sme web-session openscape office v3 customer value story
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Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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SME WEB-SessionOpenScape Office V3 Customer Value Story
Rolf Müller, VA SME MIC
February 16, 2011
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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OpenScape OfficeCustomer Presentation
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
Best practices
1
2
3
4
5
6
February 2011Page 3
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
Best practices
1
2
3
4
5
6
February 2011Page 4
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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Communication is changing
Presence - that allows you to see if your friends are online
Voice / IM Chat - that lets you communicate and chat instantly
No ability to keep track of colleagues
MSN Messenger
Apps – download and use them to make your life easier
SMS - Quickly talk and chat with friends on the go and receive instant feedback
Chat - that allows you to keep in touch with your family and friendsEmail Integration – have all your conversations and contacts in one place
What are you using for Business?
No way to instantly chat by voice or IM
No real integration between PC and CommunicationsPhones just talk - PC just compute
… and they don‘t work together
You are missing out!!!
February 2011Page 5
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Wouldn‘t it be amazing to have…
Presence - that allows you to see if your colleagues are available
Voice / IM Chat - that lets you communicate and chat with your colleagues and business partners
Outlook Integration – Have all your emails, voicemails, messages and faxes integrated on your desktop
Smartphone – Use your preferred mobile device and integrate it into your daily business life
And have even more ?
All in a single solution!
Providing all these services in a easy to
deploy product,
Business grade features integrated in a
All-in-one solution
Seamlessly across multiple office locations
Drag & Drop Conferencing
Personal Auto-Attendant
DeviceInterworking
February 2011Page 6
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Communications TodayWhy your technology may be let you down
Dissatisfied Customers
Less productive & unhappy employees
Mobility becoming increasingly fundamentalto business
Rising customer service expectations
Increasing relianceon communication &
collaboration to conduct business
Employees demand the same
communication capabilities as in their
personal lives
Cross-site employeecommunication &
collaboration
Growing range ofuncoordinated
communicationstechnologies
February 2011Page 7
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Communications TodayAddressing your communications challenges today & tomorrow
Dissatisfied Customers
Less productive & unhappy employees
Mobility becoming increasingly fundamentalto business
Rising customer service expectations
Employees demand the same
communication capabilities as in their
personal lives
Cross-site employeecommunication &
collaboration
Growing range ofuncoordinated
communicationstechnologies
Call Me
PersonalAuto-Attendant
Contact Center
UCC Networking
UC functionality onany device
Social Media (IM & Pr.)SeamlessIntegration into
MS Outlook
Mobile Clients
One Number Service
Call Me
Increasing relianceon communication &
collaboration to conduct business
OpenScapeOffice V3
UC for SMBs
Drag & Drop Conf.
Group Chat
Chat with 3rd party IM
February 2011Page 8
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OpenScape Office Uniquely simplifies communications through an
“All in One” UC Solution for single and multi-site SMBs
Serve your customers better
OpenScape Office Addressing the needs of SMB customers
Make the smart investment in OpenScape Office and:
The most complete
all-in-one UC solution
presence, telephony, mobility,
conferencing, IM, voicemail,
directory, fax, contact center
Easy-to- access & use
Intuitive clients, seamlessly
integrated in MS Outlook,
independent of your current location or
device
Easy-to- install & manage
supporting single and multi-site
installations, as well as
virtualized deployments
Get more done
Lower your communication costs!
February 2011Page 9
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Page 10
OpenScape OfficeSimply the best Unified Communication and Collaboration solutions for SMBs!
The most complete All-in-One UC offering for SMBs including Voice, Presence, Conferencing, Messaging, IM, Fax and Contact Center
The most flexible and scalable deployment from standalone to multisite, from convergedto full IP, as appliance, on standard server and for virtualized environments
The most innovative user experiencefor PC Desktops, MS Outlook, Smartphones/Mobile, Desktop-Phones
Make the smart investment with OpenScape Office Get more done – Server your customers better – Lower your communication costs
February 2011Page 10
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
Best practices
1
2
3
4
5
6
February 2011Page 11
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OpenScape OfficeSolution Overview
OpenScape Office MX
All-In-One UC appliance solution Supporting up to 150 users
Pure Software UC enabling virtualization
Supporting up to 500 users
OpenScape Office LX
Server-Based UC solutionfor HiPath 3000 installations
Supporting up to 500 users
OpenScape Office HX
Click here for moreinformation
Click here for moreinformation
Click here for moreinformation
Click here for moreinformation
Click here for moreinformation
Click here for moreinformation
Click here for moreinformation on clients & devices
Click here for moreinformation on clients & devices
New
New
Common OpenScape Office UCC solutioncombines
MobilityVoice MessagingContact CenterUC
Network Services
SocialMedia
SessionControl
Network-wideUser Management
PresenceFederation
WLAN Management
Call DataRecording
Administration and Licensing
SIPTrunking
February 2011Page 12
Enhanced
EnhancedEnhanced
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OpenScape Office
Drag & Drop Conferencing
OpenScape OfficeThe All-in-one UC Solution to Your Communications Issues!
Live Call RecordingIntegrated Presence
Visible Voicemail Fax Mailbox Call Journal
Directory Access
Call Pop-ups
Click-to-Dial MobilityPersonal Auto-AttendantPersonal NotificationsOne Number Service
Instant Messaging
Favorites
Social Media
OutlookIntegration
Click on the different features to get more information
Click on the different features to get more informationFebruary 2011
Page 15
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OpenScape Office
OpenScape Office - Contact Center Improve First Call Resolution and Customer Service
Team Information
Individual recordingof contact center calls
Arrangeagent desktop
controls
Hands-freecontrols
Agent Functions
Contact Center Callsvoice, fax & email
Integrated PresenceCall Pop-ups
Reports
Click on slideto get more information
Click on slideto get more informationFebruary 2011
Page 16
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OpenScape Office Further Enhancements on SIP Interface
Use of SIP Trunking instead of costly PSTN PRI trunks
Buy incremental capacity based on actual usage models instead of fixed PRI scheme
SIP implementation follows the SIPconnect Technical Recommendations
SIP Trunking certified with mayor carriers More than 55 VoIP Providers haven been
already tested and released
Information on our tested & released providers and process via SEN wiki
SIP Trunking
Enhanced Open SIP Architecture – open up user features
SIP devices supporting “3PCC” can be controlled by the OpenScape Office
Additional SIP features supported:caller names, blind transfer, call forwarding, call waiting, message waiting indication and distinctive ringing
3rd Party SIP Devices certification via OpenScape Ready program
More Information how to connect SIP devices can be found on SEN wiki
SIP Devices
February 2011Page 17
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OpenScape OfficeInterfaces & Integration
Microsoft Exchange Connectivity
Exchange 2003 2007 & 2010
Open Interfaces & SDK
CSTA, TAPI, LDAP, XMPP
MS Terminal Server Windows Server 2003 & 2008 (32 & 64 bit)
Microsoft Office Dial from any application
Office 2003 2007 & 2010
CITRIX Support Citrix Presentation Server 4.5, XenApp 5.0 & 6.0
Microsoft Outlook Integration Outlook 2003 2007 & 2010 (32 bit)
Desktop OS
Windows XP Windows Vista Windows 7 (32 & 64 bit)
VMware Virtualization VMware Server vSphere
OpenScapeOffice
Interfaces&
Integration
Server OS Linux Support Novell SUSE Linux Enterprise 11
Browser Support Firefox 3 Internet Explorer 6 & 8
Mobile Browser Support Firefox Internet Explorer Safari
Continuous support of the latest releases & versions
February 2011Page 18
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
Best practices
1
2
3
4
5
6
February 2011Page 19
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OpenScape OfficeDeployment Models
Unified Communications for the hybrid world – TDM, analog, or IP
Up to 500 users Traditional voice conferencing
services Ideal value-add option to integrate
UC into HiPath 3000 installed base OpenScape Office Multimedia
Contact Center for HiPath 3800
OpenScape Office HX with HiPath 3000
IP-based Unified Communication and voice pre-integrated in a single box
Up to 150 users UC Networking with MX and LX
systems (voice networking with H3K) Pure IP/UC solution delivers Internet
Telephony at an exceptional value OpenScape Office Multimedia
Contact Center starting with as few as 4 agents
OpenScape Office MX
Software-based Unified Communications systems on standard Linux server
Up to 500 users UC Networking with MX and LX
systems (voice networking with H3K) Pure IP/UC solution supporting
virtualization for SMBs OpenScape Office Multimedia
Contact Center starting with as few as 4 agents
OpenScape Office LX
Common OpenScape Office UC solutioncombines
MobilityVoice MessagingContactCenterUC
Network Services
SocialMedia
SessionControl
Network-wideUser Management
PresenceFederation
WLAN Management
Call DataRecording
Administration and Licensing
SIPTrunking
February 2011Page 20
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UCC Networking Explained
Extended UC DomainExplained…
Why UCC Networking is also important for SMBs
Many Businesses have multiple locations (branches, sales offices etc.) or offices on a single campus
Site expansion is also typical as small and medium sized businesses grow
The need to communicate and collaborate as one entity is especially critical for smaller companies trying to compete with large enterprises
Benefits
Always know the availability of your colleagues in other locations and the best way to reach them
Stay within reach of your colleagues and customers from any device and location
Leverage powerful social media integration to extend your communications reach
Managing one single UC domain vs. multiple redundant standalone deployments
“UCC Networking involves multiple locations running
OpenScape Office and behaving as if there are
on one system”
Network-wide Presence and Chat
Single Directory
Unified Management
February 2011Page 21
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How the market leader VMware explains virtualization for SMBs?
VirtualizationEnabling Always On IT
Virtualization for Small and Midsize Business
…and it is not just for the Fortune 500 anymore!
SMBs face many of the same IT challenges as larger enterprises, trying to accommodate increasing demand for new IT capabilities and services.
SMBs often place even greater emphasis on cost savings and on protecting business critical systems and data, since shrinking IT staff and budgets…
Specifically, SMBs are seeing improvements in:
Time spent on routine IT administrative tasks
Backup and data protection
Application availability
Ability to respond to changing business needs
Business continuity preparedness
Company profitability and growth rateSource: VMware SMB Survey
“Virtualization is a way to abstract
applications and their underlying
components away from the hardware supporting them”
February 2011Page 22
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OpenScape Office LX is the first software based SMB UC solution allowing Virtualization services
Benefits and Motivation of virtualized environments
Reduction of physical Server-Parks -> HW costs, Space
Re-organization due to server rank-growth (server farms got out hand)
Need of Centralized Management due to high number of applications
Enhanced reliability
Ease of Data Backup and Restore
Scalability
Monitoring
Re-use of old OS systems in a virtual environment
Green IT aspects (One Server needs less power)
Reduced Service Hours
OpenScape Office LX
supports virtualization
with
OpenScape Office V3Enabling Always On UC for SMBs
February 2011Page 23
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Page 24February 2011
OpenScape OfficeSurvivability options
Monitors and detects virtual machines for “guest OS” failures and automatically starts virtual machines
Detects server failures automatically, using a “heartbeat” on servers
Restarts virtual machines almost instantly without human intervention on a different physical server
In case of fail over LX will restart immediately with existing configuration; no further licenses needed
VMware – High availability
Dedicated Standard Industry Server Redundant power supply Linux SW based redundant hard
disks (RAID) two physical HD’s recommended
ECC RAM to detect and correct RAM errors
High Availability Server HW
OpenScape Office LX to MX failover scenario, when OpenScape Office MX is used as gateway
In case of LX emergency, OS IP devices will automatically re-register via second standby registration setting towards existing MX system
Voice functionality can be used during the emergency mode
OpenScape Office free base package extensions can be used to ensure availability of key people
MX failover - survivability
OpenScape Office Survivability – It is your choice
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
Best practices
1
2
3
4
5
6
February 2011Page 25
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OpenScape Office V3 Use Cases - Overview
Social Media IntegrationHiPath 3000 as GatewayMove HiPath 3000
into UC Domain
International
OpenScape Office MX / LX in a single campus environment
Campus Regional / National
Multiple OpenScape Office MX / LX in an nationwide deployment
International deployment of multiple OpenScape Office systems utilizing UC Networking via XMPP service
Use of HiPath 3000 V8 as single Gateway for OpenScape Office deployments
HiPath 3000 migration into a UC Domain deployment with OpenScape Office
Presence Federation with external 3rd party IM services supporting XMPP (e.g. Google Chat)
February 2011Page 26
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OpenScape Office NetworkingUse Case – Campus
OpenScape OfficeCampus Scenario
Examples of a Campus deployment include:
Small Startup Company with two offices in a business parkSmall college campus or schoolExisting medical clinic that is expanding the practice and needs another building
OpenScape Office in each office / building Interconnected via Ethernet LAN, sharing one access
to PSTN (digital or SIP Trunk) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility
Solution
Integrated Presence and Chat Drag & Drop Conferencing Single company-wide directory Central Attendant Service Central Visible Voicemail
Features / Capabilities
Always know the availability of your team members Ease of use with UC client integration on preferred device Stay within reach of your colleagues independent of
device Reduced costs with central or automated Attendant
service
Benefits
PSTN
IP
Campus
MX MX
LX
February 2011Page 27
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OpenScape Office NetworkingUse Case – Regional / National
OpenScape OfficeRegional/National Scenario
Examples of a Regional/National deployment include:
Travel Agency with offices in different cities across local country / region Car dealer who is expanding his business with a new branch in the same cityTruck company who opens up a new branch in a different city
OpenScape Office in each location (city, region) Interconnected via ITSP or Internet, using multiple
access to PSTN (digital or SIP Trunk) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) / my Agent (Contact Center) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility
Solution
Integrated Presence and Chat Drag & Drop Conferencing Single company-wide directory Central Attendant Service Integrated Contact Center
Features / Capabilities
Always know the availability of your team members Ease of use with UC client integration on preferred device Reduced travel costs by using integrated conferencing Stay within reach of your colleagues independent of
device
Benefits
Regional/National
ITSP/Internet
PSTNPSTN
Munich Berlin
Hamburg
+49 89 … +49 30 …
MX MX
LX
February 2011Page 28
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OpenScape Office NetworkingUse Case – International
OpenScape OfficeInternational Scenario
Examples of a International deployment include:
A global acting Service company who has different Partners around the world who provide the local on-site servicesA sports factory in USA with an outsourced manufactory in Asia Holding with different companies around the globe
OpenScape Office in each country / office / building Internet access (UC interworking via XMPP service) Voice Connection via public network (Optional: SIP-Q networking)
myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition
Solution
Integrated Presence Instant Messaging Favorites Lists with Presence Visibilty Drag & Drop Conferencing(Optional: SIP-Q Networking via VPN enabling extended featureset)
Features / Capabilities
See the availability of your most important contacts Quick answers from business partners using Chat Easy to use Drag&Drop Conferencing with global partners,
reducing setup times and costs
Benefits
International
San Francisco
MX
Hong-Kong
MX
Cape Town
LX
February 2011Page 29
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OpenScape Office NetworkingUse Case – HiPath 3000 as a Gateway
OpenScape OfficeHiPath 3000 as a Gateway
Examples of a H3k V8 Voice Networking deployment include:A transport company with a big demand of existing analog devices and faxes A factory where parts of the IT Infrastructure are VoIP-readyA company using their existing HiPath 3000 V8 as a single gateway and expand /modify their business
OpenScape Office and HiPath 3000 in the office / building Interconnected via Ethernet LAN to HiPath 3000 V8
(Single Gateway with access to PSTN) For OpenScape Office MX/LX Users:
myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility
Solution
PSTN
HiPath 3000 as a Gateway
HiPath 3000 V8LX
IP
Full featured SIP-Q Voice Networking between OpenScape Office MX/LX and HiPath 3000 V8
Extended carrier-access via HiPath 3000 PSTN moduls Full featured UC for OpenScape Office MX/LX users
Features / Capabilities
Save HW costs and protect investment by using existing HiPath 3000 as a single gateway for carrier access
Re-use existing analog devices and faxes with HiPath 3000 V8
Benefits
February 2011Page 30
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OpenScape Office NetworkingUse Case – Move HiPath 3000 into UC Domain
OpenScape OfficeMove HiPath 3000 into UC Domain
Examples of HiPath 3000 migration into a UC Domain deployment include:A transport company who wants to expand their business with more employees and infrastructureA company who is moving partially in a new buildingA company using their existing HiPath 3000 V8 as a gateway and expand /modify their business
OpenScape Office and HiPath 3000 in the office / building Interconnected via Ethernet LAN to HiPath 3000 V8
(with access to PSTN ) For OpenScape Office MX/LX Users:
myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility
Solution
Move HiPath 3000 into UC Domain
TDM device TDM device
IP deviceIP device
H3K V8
IP deviceIP device
Open UC Domain
MX/LX
Full featured SIP-Q Voice Networking between OpenScape Office MX/LX and HiPath 3000 V8
Extended carrier-access via HiPath 3000 PSTN moduls Full featured UC for OpenScape Office MX/LX users
Features / Capabilities
Save HW costs and protect investment by using existing HiPath 3000 as a gateway for carrier access
Reduce infrastructure costs by using one network for voice and data
Benefits
February 2011Page 31
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OpenScape Office NetworkingUse Case – Social Media Integration (with XMPP*)
OpenScape OfficeSocial Media Integration
Examples of a Public XMPP deployment include:
A telecommunication company with contractors they just work for a limited time on a projectA consulting office who works together with several free-lancersA service company with different offices with MX/LX and outsourced service partners for the delivery
OpenScape Office in each office (Company) Internet access (UC interworking via XMPP service) Voice Connection via public network
Client (Contractor, Free-Lancer, partner) Internet Access with IM Service provider (XMPP cap.) Voice Connection via public network
myPortal clients (Desktop, Outlook) myAttendant (Receptionist) myAgent (Contact Center Agent)
Solution
Integrated Presence Instant Messaging Drag & Drop Conferencing
Features / Capabilities
Always know the availability of your team members, contractors, Free-Lancer and Partners
Quick answers from business partners using Chat Easy to use Drag&Drop Conferencing with global partners
Benefits
Social Media Integration
ITSP/Internet
MX
LX
* XMPP: Extensible Messaging and Presence Protocol
February 2011Page 32
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
Best practices
1
2
3
4
5
6
February 2011Page 33
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OpenSmart – Best practicesfor Unified Communications and Collaboration
Best Practices Benchmarking Processes Validation Tools Migration
Reliability
Security
Serviceability
Manageability
Extended deployments
Improved Workflows
Reduced IT costs
All in One
Reach & Scale
Networking
Single Management
OpenSmartBest Practices framework
Solutiondesign
Businessadoption
Productdesign
“OpenScape Office really is one of those ground breaking products which change the shape of the industry.”
Ian Allmark, Managing Director Lloyds Business Communications
February 2011Page 34
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TES Aviation GroupOpenScape Office
Solution
OpenScape Office MX – unified communications and critical data network capabilities in an easy to install service application
‘One number’ capability and ‘presence’ solution for the needs of small and medium-sized business (SMBs)
Full installation, staff training and technical support solution from Siemens Enterprise Communications’ accredited Go Forward! partner, Pinnacle Group, comprising system design, installation, user training and technical support
Value
‘One number’ customer service with presence for all employees through integration of the telephony system with Microsoft Outlook
Average departmental time saving of 5-10 minutes a day through the system’s multiple voicemail recording function
Reduced costs with integrated teleconferencing facilities
Handheld devices integrated into daily operations
Faster and more flexible administration capabilities
Flexible foundation for future collaboration needs
TES Aviation Group provides “total engine support” – world-wide aircraft engine maintenance management services and effective technical, commercial and logistics management for carriers’ aircraft engine portfolios
February 2011Page 35
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Merkana Travel AgencyOpenScape Office
Solution
OpenScape Office MX – unified communications solution with integrated OpenScape Office Contact Center service
SEN retailer Telefonbau Schneider, determined that OpenScape Office was the ideal solution to meet all customer requirements, requested by the business travel agency.
The integrated multi-channel contact center offers presence status information and achieves superior first –contact resolution via all communication channels, such as fax, e-mail and telephone.
Value
‘Higher customer satisfaction thanks to better reachability
Smooth transition and fast acclimation through intuitive PC user-interface
Optimized work routines, which offer opportunities to increase earnings
Seamless integration in the existing infrastructure
Investment protection, because existing phone and communication systems can still be used
Reduced operating costs thanks to easy administration
Merkana Travel Agency is a reliable and competent partner throughout Germany for upmarket business and personal travel. Because with the Merkana service oasis, your vacation starts with your booking. Companies appreciate the individual business offerings and smooth procedures…
February 2011Page 36
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OpenScape Office Why customers like the product
“OpenScape Office MX provides great value to our SMB customers because it offers the full benefits of an end-to-end UC solution while being affordable for a smaller business. Sam Wood, VP Sales UC - Innovative Technology Group
“We’ve found OpenScape Office MX is straightforward and requires little training, …. We think it’s a great product. It’s a lot less steps. It’s a lot less hassle. Our customers are much happier,”
Wendy Marks, IT support and LAN analyst - Member Insurance Agency.
“OpenScape Office MX fits the job better than anything else out there. It is the best all-in-one unified communications product on the market. It meets the centre's current needs while offering the flexibility for future requirements as more business are attracted or call volumes increase.”
Iain Simpson, Managing Director Active Voice and Data (AV&D)
“Especially when unforeseen events occur, customers expect prompt availability – we saw this once again most recently when the airlines were grounded by the eruption of the volcano in Iceland. Thanks to OpenScape Office, we were able to adjust our customer service capacities to the situation immediately. …An indispensable advantage for all of our business customers.”
Alexandra Beital, General Manager - Merkana Reisen GmbH & Co. KG
Serve your customers better
Smart Investment
Get more done
Serve your customers better
February 2011Page 37
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Siemens has a long history of selling voice and advanced communications applications and has an impressive installed base of SMB customers across Europe.
OpenScape Office MX is built as a complete all in one voice and networking offering for small businesses, reducing the need for separate boxes.
Siemens has a strong presence, ample channel partners and delivery capabilities across Western Europe.
The OpenScape Office suite features a rich range of UC applications, including voice, conferencing, voice mail, messaging, mobility, multimedia contact center and presence/IM applications.
SMBs across Western Europe should consider Siemens if they are looking for an all in one, full featured UC solution
Rating: Positive
Gartner - SEN’s strong standing
Source GartnerMarket Scope for
UC/SMB in Western Europe
OpenScape Office What the analysts are saying
February 2011Page 38
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Agenda
Communication is changing…
Our Offering
Use Cases
Next steps
Deployment
What others are saying
1
2
3
4
5
6
February 2011Page 39
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Lower Communications Costs
Serve Customers Better
Get More Done
Enable Social Networking to expand reach of key customers Integrated contact center with unique presence and UC
integration for superior first contact resolution Control and prioritize calls to resolve key issues first
Collaborate better with automatic integration between presence, voicemail, Outlook calendar and contacts
Efficient communication independent of device and location Reach out faster via drag & drop conferencing, IM,
and “click to dial” from any application
OpenScape OfficeSimply the best
Makethe smart
investment!
Decreased call volumes with Public Chat Integration Built in managed and ad-hoc conferencing Leverage lowest-cost communications with SIP Trunking (up
to 30% savings) HW cost savings by leveraging SW virtualization capabilities
February 2011Page 40
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Thank you
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Feature Details
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OpenScape Office
Drag & Drop Conferencing
OpenScape OfficeThe All-in-one UC Solution to Your Communications Issues!
Live Call RecordingIntegrated Presence
Visible Voicemail Fax Mailbox Call Journal
Directory Access
Call Pop-ups
Click-to-Dial MobilityPersonal Auto-AttendantPersonal NotificationsOne Number Service
Instant Messaging
Favorites
Social Media
OutlookIntegration
February 2011Page 43
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myPortal for Outlook Increase revenue opportunity, increase productivity
A familiar, single view of all emails, faxes, etc. in one portal
Install a simple plug-in to integrate myPortal with Outlook
Presence status automatically changes based on keywords in your calendar
Lower chance for missed opportunities because they
“slipped through the cracks”
Little training required
Improved staff satisfaction
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February 2011Page 44
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Integrated Presence Increase productivity and satisfaction
See who is already on another call
Set presence status via your Outlook calendar
Increase productivity
Decrease phone tag
Voicemail changes automatically to reflect presence status, so external and internal users are presence-aware!
Provide individual written presence information
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February 2011Page 45
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Drag & Drop ConferencingDecrease operational cost, increase productivity
Instantly start a conference call directly from MS Outlook!
Eliminate 3rd party conferencing service
Reduce unnecessary travel expenses
Drag & Drop internal and external contacts via the Favorites List
Visually manage call setup and save frequently used conferences
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February 2011Page 46
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One Number ServiceIncrease productivity, decrease training costs
Control how calls are routed depending on your presence status
Give out one number, not 3, 4 or more
Set up specific rules for VIPs that override standard policy
Never miss a key call
again!
Increase availability
on your terms
Keep your customers
happy
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February 2011Page 47
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Directory Access Increase productivity and employee satisfaction
Find contacts quickly and easily with combined directory searching
Central directory covering contacts in all office locations including their current availability
Imports:Personal Directory: Outlook contactsCompany Directory: Corporate contacts via LDAP connect or importInternal Directory: All OpenScape Office users that are directly entered into the OpenScape Office Network are automatically available
No more fumbling between multiple directories to
collaborate
Save time and frustration
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February 2011Page 48
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Personal NotificationsIncrease productivity, decrease training costs
Always know when you have received an incoming voice or faxmessage
Choose how and when to be notified
Be informed and act accordingly
Improve your customer responsiveness
Critical for sales reps, managers, and other key staff
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February 2011Page 49
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Visible Voicemail Increase productivity, improve workflow
Prioritize voice messages. Know which message to respond to first before even listening to them.
Click and play to retrieve voice messages via phone or computer speakers
Send an email with a voicemail attached as a .WAV file
Current and manageable information
Never miss an important call
ONE system to log into
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February 2011Page 50
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Fax BoxIncrease productivity, improve workflow
Receive, view, and manage fax messagesas they come in
Forward, save, and file fax messages as needed
Use a simple print driver for outgoing fax messages
Never miss a fax message (order, instruction, contract)
Secure, current and manageable information
One screen, one system
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February 2011Page 51
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Instant MessagingIncrease productivity and employee satisfaction
Quickly communicate with contacts from your Favorites list
Communicate in real time with multiple team members instead of waiting for emails
React and make decisions faster
Collaborate better
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February 2011Page 52
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Call Pop-ups and Live Call RecordingIncrease response time and satisfaction
Be immediately informed when important calls come through
Record important live phone calls when you are already in a call Faster response
time
Keep track of customer issues
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February 2011Page 53
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Personal AutoAttendantIncrease productivity, decrease training costs
When you are unavailable, allow your customers to talk to a colleague or assistant instead of going to voicemail
Simply click a button to record your personal menu
Professional, automated
customer care
Intuitive interface
requires little training
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February 2011Page 54
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Call JournalIncrease productivity, improve workflow
Your call journal displays your call history. Don’t go crazy trying to remember who you have called and who you haven’t reached, yet
Easily track which customers, vendors, and other contacts with whom you need to get in touch
Eliminate need to log into multiple
voicemail systems
Improved customer care
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February 2011Page 55
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Favorites ListIncrease productivity and employee satisfaction
See all your Favorites independent from their office location in one view; IM or call them with just a click
Dial a favorite via any number (office, mobile, etc.) directly with one click
Drag and drop your favorite people from any one of the combined directories
Increase productivity by grouping
contacts into teams or projects
See who is available to collaborate in one look
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February 2011Page 56
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Click to Dial from any ApplicationIncrease productivity and improve response time
Call a contact directly from a number that is displayed in any application
For example, dial a number from a customer mailing list in Word, a vendor number in your Internet browser, or customer in your CRM package (i.e. SalesForce.com)
Save time. Just click and dial!
Convenient for customer follow-up
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February 2011Page 57
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Built-in Mobility for Every Type of Working Decrease phone bills, office space, and energy use
Office Roamers
Road Warriors
Remote Working
WLAN: Voice & data Desksharing Dual-mode GSM
phone support
1
2 Smart phone integration UC Mobility via myPortal for Mobile Client
with presence, voicemail, journal and directories Personal notification Personal auto attendant
3
One Number Service Secure VPN CallMe! Service
Lower mobile and land line phone bills
Less office space
Less energy greener company
February 2011Page 58
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Call Me!Increase Reachability and Responsiveness
Forward all incoming calls to your mobile or home number in 10 seconds
Never miss a call, and don’t worry about customers having to try reaching you at multiple numbers Better customer
service
Improved team collaboration
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February 2011Page 59
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Social Media IntegrationContact your business partners more efficiently
Add your business partners to your favorites list
Business PartnerOpenScape Office User
Expand availability to business partners
Extend communication reach
Serve customers better
Internet Chat with your external contacts
and get their immediate feedback
See current presence status and check if your contacts are available for a conference call
* XMPP Service to be enabled in OpenScape Office and supported by external IM Provider
(IM provider with XMPP support*)
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February 2011Page 60
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myAttendantIncrease productivity, decrease training costs
See the entire presence status of everyone in the company; manage and control calls
Transfer calls to staff who are available and can talk to customers immediately
View / change presence and manage voicemail for teams / workgroups. *
*Dependant on user granted permissions.
Powerful management tool for the receptionist, office
administrator, or team leader
Very little training required; intuitive interface
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February 2011Page 61
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OpenScape Office
OpenScape Office - Contact Center Improve First Call Resolution and Customer Service
Team Information
Individual recordingof contact center calls
Arrangeagent desktop
controls
Hands-freecontrols
Agent Functions
Contact Center Callsvoice, fax & email
Integrated PresenceCall Pop-ups
Reports
February 2011Page 62
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myAgent (Contact Center Client)Increase productivity, decrease training costs
Agent functions
Team information
Contact center calls
Arrange agent desktop controls
Queue information
Hands-free controls ***For more detail on myAgent, refer to the
OpenScape Office Contact Center presentation***
Feature-rich contact center with built-in OpenScape
Office presence
Improve customer service and first contact resolution
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February 2011Page 63
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Solution Components
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Platform OverviewOpenScape Office MX
All-in-One UC appliance for up to 150 users
Modular and Scalable System UnitRack mounted housing supporting the new µTCA industrial standard, powerful AMD
Sempron CPU, 1GB memory, 160 GB hard disk
Pure IP SystemNative IP internal board-to-board via powerful Gigabit data bus backplane
Gateway Modules for All TDM Configurations
Individual Scalability3 deployable slots for gateway modules per system box
Gigabit LANPowerful Internet access and uplink to customers’ IP infrastructure
February 2011Page 65
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4 BRI – Interfaces
1 PRI - Interface
4 analog Interfaces
4-Gigabit LAN - Ports
LAN Switch Hard disk as back-up
option
OpenStage
ISDN;external
S0Handset
Secure LAN /
Intranet
Web Mgmt.
Optional
Alternative
Optional
Optional
Optional
Gigabit DMZ - Port
Gigabit WAN - Port
USB Master/Slave
Analog
WLAN AP AP ClientITSP / SIP Trunking
Firewall / VPN
;internal Door unit
Fax
Analog
Interfaces, Devices, and FunctionsOpenScape Office MX
February 2011Page 66
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Hardware Architecture: Gateway ModulesOpenScape Office MX
GME 1 primary rate ISDN trunk port (E1) providing up to 30 voice connections to public networks (Not for USA)
1
GMT1 primary rate trunk port (T1) providing up to 24 voice connections to public networks (USA only)
3
GMS 4 basic rate ISDN ports for connecting to public network or to ISDN subscribers (e.g. ISDN modem or G4 fax)
2
February 2011Page 67
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Hardware Architecture: Gateway ModulesOpenScape Office MX
GMAL 8 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.)
4
GMAA4 analog trunk ports for connecting to public network. 2 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.)
6
GMSA 4 basic rate ISDN ports for connecting to public network or to ISDN subscribers (e.g. ISDN modem or G4 fax)
4 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.)
5
February 2011Page 68
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OpenScape Office MXScales up to 150 Users
1 unit system = 50 users
2 unit system = 100 users
3 unit system = 150 users
Each 19” unit contains a main board that can support up to 50 Users
6 hot pluggable peripheral boards options
Single system image managed by ONE web-based Interface
Connect multiple boxes with a patch cable (Max. 100m)
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February 2011Page 69
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Platform OverviewOpenScape Office LX
Pure Software UC solution for up to 500 users
Hardware requirements
Linux Server, must be certified for SUSE Linux Enterprise Server 11 ( SLES11 ) Operating System, for e.g. Fujitsu PRIMERGY TX150 S7
OpenScape Office is the only application on the Server
Dual – Core Processor with 2,0GHZ per Core
At least 2 GB Ram
Hard Disk with minimum 200 GB
Keyboard and mouse, DVD drive, Screen resolution 1024x768
Software requirements
SUSE Linux Enterprise Server 11SP1 (32BIT)
OpenScape Office V3 LX/MX Installation DVD
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February 2011Page 70
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Platform OverviewOpenScape Office HX
Software-based UC solution for HiPath 3000 deployments
Hardware requirements
Linux Server, must be certified for SUSE Linux Enterprise Server 10 ( SLES10 ) Operating System, equipped for 24h operation
OpenScape Office is the only application on the Server
Dual – Core Processor with at least 1,5 GHZ per Core
At least 2 GB Ram
Hard Disk with minimum 200 GB
Keyboard and mouse, DVD drive,
Screen resolution 1024x768
HG1500 ( see picture )
Software requirements
SUSE Linux Enterprise Server 10 SP2 (32BIT)
OpenScape Office V2 HX Installation DVD
Technical overview
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February 2011Page 71
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OpenScape Office V3 Enhanced set of UC user clients
myPortal is the OpenScape Office UC client that is available in different variations
myPortal for Mobileused by mobile workers while not having access to their PC clients
myPortal for OpenStageused by office workers to quicklychange their presence and listen totheir voicemail
myPortal for Desktopused by office workers
myPortal for Outlookthe prefect way for office workersusing Microsoft Outlook
Enhanced
Enhanced
New
New
Integrated, UC-Clients for Users
February 2011Page 72
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myAgentused by Contact Center Agentsand their Supervisors
myAttendantused by Receptionists andCompany Attendants
OpenScape OfficeUC clients for special use…
Clients for Contact Center Agent/Supervisors and Receptionist
Integrated, UC-Clients for dedicated usage…
February 2011Page 73
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myPortal for Mobile Introduction to OpenScape Office UC Mobility
myPortal for Mobile is the OpenScape Office user interface that is now available for mobile employees who use a smartphone with a graphical user interface such as:
iPhone, Blackberry, Nokia, Android and Windows Mobile
Open browser based approach for all other mobile phones - No dedicated applications need to be loaded on the mobile device
Optimal rate utilization – Users can optimize their communication charges by choosing different calling procedures (Callback, GSM or Call through preferred) based on their existing carrier rates
myPortal for Mobile, the browser based solution on your mobile phone
February 2011Page 74
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myPortal for Mobile Increase productivity – on your web-enabled mobile phones
PresenceSelect one of 9 presence status indicators e.g. meeting, break, holiday, and CallMe
Directory AccessAllows users to access their personal contacts, Internal, External and System directories. All contacts in one place
DialingManual Dialing Allows users to establish outgoing calls Redial for comfortably dialing a number again
Voicemail Management
Users can access their voicemail, play messages on their mobile an use additional control functions (playback, skip and delete voice messages)
SettingsCustomize settings for dial mode (call back, GSM and call through), language, display and search settings
FavoritesEasily have access to your most important contacts and see their presence status
JournalAllows users to display their call history. Easily track which your contacts with whom you need to get in touch
February 2011Page 75
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myPortal for OpenStage UC access via OpenStage 60 and 80
myPortal for OpenStage is the OpenScape Office XML application for OpenStage 60 and 80 users to provide access to:
Presence
Visual Voicemail
Presence – Users can change their presence right from the OpenStage User interface
Visual Voicemail – Users can visually access and manage their voicemail inbox and listen to the most important messages first…
All Integrated – myPortal for OpenStage can be directly launched from OpenScape Office without further SW needs
myPortal for Openstage - Access to UC key features on your OpenStage device
February 2011Page 76
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OpenScape OfficeUC enabled Devices and Voice Clients
OpenStage 15 OpenStage 20 OpenStage 40 OpenStage 60 OpenStage 80
Soft ClientsMobile UC & FMC Clients WLAN and IP DECT
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February 2011Page 77
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Backup
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OpenScape Office V3 Networking addresses…
OpenScapeOffice V3
Networking
Multiple networked OpenScape Office MX
OpenScape Office LX networked with MX gateway
Mixed OpenScape Office MX and LX networks
OpenScape Office MX networked with HiPath 3000 V8
OpenScape Office LX networked with HiPath 3000 V8
HiPath 3000 V8 gateways in OpenScape Office networks
Extended UC Domain experience for all users
Voice features in the network
February 2011Page 79
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OpenScape Office V3 UC Features in the Network
Voice supported presence management (presence visibility)
Network-wide call status (ringing, on call, active mobile device…)
Call Pick Up via myPortal
Instant Messaging including multi user chats
Drag & Drop Conferencing in the network
myAttendant change presence status for all users in the network
System-wide internal directory and favorites
External directories via LDAP
Integration into MS Exchange calendar and public folders
Voicemail forwarding in the network
XMPP based presence & chat support to external partners
OpenScapeOffice V3
Networking
Extended UC Domain experience for all users
February 2011Page 80
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OpenScape Office V3 Networks Enabling Dialing Plan Conditions
MXMunich
IP
PSTN
PSTN
PSTN
PSTN: +49 89 722 1000
Unique internal number 11000
PSTN: +49 40 667 1000Unique internal number 21000
PSTN: +49 30 887 1000
Unique internal number 31000
MXHamburg
MXBerlin
All networked users are listed in the internal directory easy dialing via myPortal
Full qualified numbers dialing will be supported MX / LX networks
Existing external DID Number can stay as they are
Internal numbers can have up to 16 digits
Internal number can include node number in order to make the dialing plan unique
OpenScape Office application needs a unique identification for each user.
*** No changes are needed if a unique numbering plan is already in use! ***
Realization in OpenScape Office MX / LX networks
February 2011Page 81
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OpenScape Office V3 Networking – Design Principles
OpenScape Office LX networking differentiates between single and multiple gateways
Single Gateway
All PSTN calls will be routed via one gateway!
Multi Gateway
PSTN call will be routed via multiple MX gateway!
LX IP
MX PSTN
MX PSTN
LX MX orH3K
IP PSTN
LX PSTN access is the key indicator
Scenario is supported in networks(more than one LX in a network)
Part of the basic V3 training
MX or H3K can be used as a gateway
Single Gateway
LX PSTN access is the key indicator
Only one LX in multi gateway mode is supported in a network
Part of the V3 networking training
MX can be used as a gateway
Multi Gateway
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Internal use only unit Document Release!
DRAFTdetails may change until GA
myPortal for Mobile Feature Details
Variable user interface (display resolution and touchpad function)
Multi-language support (All supported OpenScape Office languages) Live Presence Status (change of presence and display of status)
Favorites – One touch access to most frequent contacts One Number Service Connection Control for your office extension
Incoming calls (using normal smartphone functions)
Outgoing Calls Manual dialing Redial function
Optimal rate utilization (changeable by user) Callback procedure (mobile to be called by system) Call-through procedure (mobile calls system)
Phone books/contacts Internal phone book with presence status Personal contacts System phone book
Voicemail query and control
my Portal for Mobile(access via web)
OpenScapeOffice V3
myPortal for Mobile
February 2011Page 83
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Internal use only unit Document Release!
DRAFTdetails may change until GA
OpenScape Office V3 SIP Trunking - Internet Telephony Service Providers (ITSP)
SIP trunking is efficient and more cost-effective than ISDN for connecting your PBX to the public switched telephone network (PSTN)
The SIP protocol is an internationally accepted standard – but it leaves room for different implementations regarding protocol elements, message flow and features
To ensure seamless interoperability and a full set of features beyond basic call, we are conducting comprehensive tests with VoIP providers / ITSP in advance to avoid last minute surprises
Our SIP implementation follows the SIPconnect Technical Recommendations
industry-wide, standards-based approach to direct IP peering between SIP-enabled IP PBXs and VoIP service provider networks
Get your ITSP tested as well!
Siemens Enterprise Communication is in a leading position - More than 55 VoIP Providers (ITSPs) for HiPath 3000 or OpenScape Office MX have been already tested and released
SIP More Information on our tested& released providers and the
established process
OpenScape Office Application can also send Fax messages via
SIP Trunks now! T.38 Fax
February 2011Page 84
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Internal use only unit Document Release!
DRAFTdetails may change until GA
OpenScape Office V3 Includes a new Open SIP Architecture for Subscribers
Support of additional features for SIP subscribers
Unified Communication for standard SIP devicesSIP devices supporting “3PCC” can be controlled by the OpenScape Office application
SIP More Information how to connect SIP devices can be found on SEN WIKI
Note: SIP is a functional protocol and the intelligence resides in the devices. Therefore devices have to
support the features as well.
Displaying of caller namesOpenScape Office system names will be displayed during ringing and connection Blind transfer This standard SIP transfer mode will be supported now.
Call forwarding The standard device based call forwarding will be supported now.
Message Waiting Indication (MWI) The standard SIP MWI notification will be supported now e.g. signaling of new voice messages.
Distinctive Ringing Different call types will cause a different ring tones e.g. internal calls; external call; recalls.
Get 3rd Party SIP Devices certified via the OpenScape Ready program
Call waiting The standard device based call waiting will be supported now.
February 2011Page 85
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