openscape v2.0 user guide

HiPath OpenScape V2.0

User Guide

*1PA31003-S5020-A800-1-7619*

1P A31003-S5020-A800-1-7619

The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as de-scribed or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract.

Siemens AG 2003 ● Information and Communication Networks, Hofmannstraße 51, D-81359 München, GermanyReference No.: A31003-S5020-A800-1-7619 Printed in the Federal Republic of Germany. Subject to availability. Right of modification reserved.

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Contents 0

1 Welcome to HiPath OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 Accessing OpenScape Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21.2 What’s New in V2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21.3 Key Features of OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-31.4 Key Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 Install OpenScape as a Tab in Windows Messenger . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.2 Configure OpenScape as a Trusted Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22.3 Set Your Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.4 Set up Your OpenScape Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.5 Select your Preferred Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.6 Configure Your Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.7 Select the Layout for your Personal Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.8 Configure the Web Conference Provider Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

3 Use the Personal Portal to Manage Communications. . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 About Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

3.1.1 Registered devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1.2 Associated Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

3.2 Communicating with Your Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.2.1 View a Contact’s Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.2.2 Determine How to Reach a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43.2.3 Tell Me When.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

3.3 Voice Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.3.1 Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.3.2 Calling an OpenScape Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.3.3 Calling a Non-contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.3.4 Disconnecting a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.3.5 Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.3.6 Transferring a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-73.3.7 Adding a Party to a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-73.3.8 Sending Digits during a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-73.3.9 Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-83.3.10 Using the optiPoint 400 standard SIP V3.0 with OpenScape . . . . . . . . . . . . . . . 3-9

3.4 When Others Call You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-103.4.1 Your wav File Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-103.4.2 Your Web Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-103.4.3 Callers Can Leave Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11

3.5 Manage Your Phone Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-113.5.1 The Interaction Center Folders in Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11

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3.5.2 WebGreeting.htm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-113.5.3 Customize your Default Web Greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-123.5.4 Modify Links in Your Web Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13

3.6 Email and Instant Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-143.6.1 Outlook with OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-143.6.2 Windows Messenger with OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15

4 Rules Give You Control of Your Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 Using the Rules Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

4.1.1 Create a new rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34.1.2 About Rules That Route to “my device or person list” . . . . . . . . . . . . . . . . . . . . . . 4-54.1.3 Change or Delete Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6

4.2 Set up Lists of Users or Dates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-74.2.1 Set up a User List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-74.2.2 Set up a Date List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

4.3 Rules Based on Your Presence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

5 Access OpenScape from the Voice Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 Manage Your User Profile Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.2 Listen to Voice and Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.3 Manage Calendar Appointments by Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25.4 Review and Manage Outlook Contact Information by Phone . . . . . . . . . . . . . . . . . . . . 5-25.5 Access Workgroup Features by Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25.6 Menu Tree for Voice Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3

6 Provide Services to Your Callers through the Self-Service Portal . . . . . . . . . . . . . . 6-16.1 GuestContent.htm. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.2 Setting up Access to the Self-Service Portal for an Outlook Contact . . . . . . . . . . . . . . 6-26.3 Customize Greeting for Contact Guests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-36.4 Your Contacts Can Use Self-service Portal to Make Appointments With You . . . . . . . 6-36.5 Make Documents Available to All Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-46.6 Make Documents Available to Outlook Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

7 Collaborate via the Workgroup Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.1 Managing your workgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.2 Starting a Web Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27.3 Viewing Conference Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37.4 Viewing Workgroup Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3

7.4.1 For Office Files with Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37.4.2 For PDF Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4

8 Using OpenScape -- Real-life Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.1 Scenario for a Typical i-Worker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1

8.1.1 In the office, working at his PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.1.2 In a meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-28.1.3 Other scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

8.2 Using the Workgroup Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4

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8.3 What if Joe had a Siemens optiPoint 400 V.3 SIP Phone? . . . . . . . . . . . . . . . . . . . . . 8-4

A Frequently-Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-1

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1


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Nur für den internen Gebrauch Welcome to HiPath OpenScape

1 Welcome to HiPath OpenScape

HiPath OpenScape makes it easier for you—regardless of whether you are in the office, at home, or on the road—to access the people and the information you need.

The Personal Portal

The Personal Portal is the main workspace for OpenScape. Depending on how you launch OpenScape, your Personal Portal can appear:

● In an Internet Explorer page

You can incorporate any or all of your Outlook components (Inbox, Calendar, folders, etc.) into the Personal Portal.

● For Windows XP users, as a tab in Windows Messenger (requires Internet Explorer 6.0 or higher)

● As a page in an Outlook folder (requires Internet Explorer 6.0 or higher)

Refer to the Outlook Help for information about how to set this up.

Regardless of where the Personal Portal appears, it has the following components:

My Status: Set your status here so that OpenScape can use your presence information to de-termine the best means to route communications to you.

My preferred phone: Specify on which of your voice devices (desk phone, cell phone, Win-dows Messenger, home phone, etc.) OpenScape should route voice communications directed to you.

My Calls: Make calls, start a conference call, and track the current status of your devices.

My Contacts: Manage your contacts and check whether a contact is available by voice, email, or instant messaging.

My Workgroups: Manage your workgroups and check their status (such as whether a meeting is in progress).

> To learn how to use HiPath OpenScape, take the tutorial athttp://wbt.icn.siemens.com/openscape/index.htm.


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Accessing OpenScape Features

1.1 Accessing OpenScape Features

OpenScape is available in several feature packages. Your access to OpenScape features de-pends on which package or combination of packages was purchased by your company:

● The Core Package (not optional) includes all features of the Personal Portal described in Welcome to HiPath OpenScape. Voice conferencing is extremely limited if your company has purchased only this package.

● The Collaboration Package (optional) includes the ability to have 288 simultaneous voice conferences and for users to initiate a WebEx or LiveMeeting conference with just one click (if your company subscribes to one of these services.)

● The Voice Portal Package (optional) includes all features described in Access OpenScape from the Voice Portal and Provide Services to Your Callers through the Self-Service Portal.

1.2 What’s New in V2.0

● A re-designed look for the Personal Portal.

● The new Tell Me When feature allows you to request that OpenScape notify you or take action when a contact becomes available. Refer to Section 3.2.3 on page 3-4.

● You can use the Rules Wizard to set up a rule for when your presence changes. Refer to Section 4.3 on page 4-8.

● You can design a custom layout for the Personal Portal. The layout can include all Outlook functionality in one portlet or separate portlets for Inbox, Contacts, and/or Calendar. It can also include any web pages or web applications that your system administrator has config-ured. Refer to Section 2.7 on page 2-5.

● If your company subscribes to this service, Live Meeting has been added as a web confer-encing provider. Section 2.8 on page 2-5 contains information on configuring the web con-ference provider settings and Section 3.3.9 on page 3-8 provides instructions for using web conferencing.


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Nur für den internen Gebrauch Welcome to HiPath OpenScapeKey Features of OpenScape

1.3 Key Features of OpenScape

OpenScape simplifies your business communications environment by unifying access and con-trol elements into a single application.

OpenScape provides:

● One Number Service - allows you to give out one phone number for people to reach you. You control where to route those calls through OpenScape.

● Unified Messaging Service - You can store, access and manage voice, fax and email messages in your Microsoft Outlook Inbox.

● Instant Messaging Service - Works in conjunction with Windows Messenger to provide secure and auditable instant messaging service, including the ability to send one instant message to multiple contacts.

● Audio Conferencing Service - Supports your needs for scheduled and ad hoc conferenc-ing without requiring special call-in and logon procedures.

● Multimedia Collaboration Services - Supports live, interactive document reviews among members of geographically dispersed workgroups and collaborative teams.

● Priority Contact Handling - Enables users to offer specialized priority routing and self-service options for priority contacts.

● Presence-based Contact Management - Enables you to see and share real-time pres-ence and availability information with colleagues.

● Multimodal Communications - Allows seamless transition of communications activity across a variety of devices and media.

● Text-to-speech conversion - Converts text messages to speech, which can then be read out over a voice device.

● Voice Commands - Recognizes voice commands through Automatic Speech Recognition technology.


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Key Concepts

1.4 Key Concepts

● Your status is the basis for optimized communications

OpenScape uses your status to determine how to route communications to you. Your co-workers can see whether you are in the office, in a meeting, working remotely, etc. (Of course you can always choose to block individuals from seeing your status.) Remember to set your status and keep it current! There is no correlation between your OpenScape status and your Windows Messenger status.

● Your contacts -- a circle that can include co-workers, customers, family, and friends

Set up your contacts (other OpenScape users) so that you can see at a glance what their status is and determine the best way to reach them. You may have other non-OpenScape users as Windows Messenger contacts, and you will definitely want to configure some peo-ple with whom you communicate regularly as Outlook contacts so that they can take ad-vantage of your Self-Service Portal.

● Your devices -- you define them, OpenScape tracks them

You define the devices for voice, email, and instant messaging on which you want to be reached. OpenScape keeps track of all devices configured for a particular media type, de-termines the overall availability of those devices and then routes calls, emails, or instant messages appropriately. There is no direct link between your status and the overall avail-ability of your devices. Remember to set your device preferences -- which phone, email ad-dress, and instant messaging device you want to be reached on!

● Portals -- access to the powerful features of OpenScape:

The Personal Portal is your desktop application.

The Voice Portal, which provides phone access to OpenScape, is described in “Access OpenScape from the Voice Portal”.

The Self-Service Portal, which provides phone access for your callers, is described in “Pro-vide Services to Your Callers through the Self-Service Portal”.

The Workgroup Portal, which makes it easy for you to work in collaboration with others, is described in “Collaborate via the Workgroup Portal”.


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Nur für den internen Gebrauch Getting StartedInstall OpenScape as a Tab in Windows Messenger

2 Getting Started

Here are some essential steps to get you started with OpenScape:

● Your system administrator will provide the URL for you to access OpenScape. If you would like to download the OpenScape client and install it as a tab in Windows Messenger, use the procedures in Section 2.1.

● Configure OpenScape as a trusted internet site in your Internet Explorer browser. Refer to Section 2.2.

● OpenScape is presence-aware, so be sure to set your status and change it when needed. Refer to Section 2.3 on page 2-3.

● Add your contacts to take advantage of OpenScape's multi-resource communications fea-ture. Refer to Section 2.4 on page 2-3.

● Indicate your preferred phone and other communication devices. Refer to Section 2.5 on page 2-4.

● Configure your device preferences, password, language and ring-no-answer timeout. Re-fer to Section 2.6, “Configure Your Preferences”, on page 2-4.

● Select the layout for your Personal Portal, including some or all Outlook components. Refer to Section 2.7, “Select the Layout for your Personal Portal”, on page 2-5.

● If your company subscribes to a web conference service (WebEx or Live Meeting), config-ure your password. Refer to Section 2.8 on page 2-5.

2.1 Install OpenScape as a Tab in Windows Messenger

1. If Windows Messener is open, close it.

1. Download the OpenScape client from the site provided by your system administrator.

2. Double click the executable file that you downloaded.

3. At the Choose Setup Language prompt, select the appropriate language and click OK.

4. At the Welcome to Siemens OpenScape Client prompt, click Next.

5. Verify that your User Name: and Organization: are filled in and click Next.

6. When prompted for the OpenScape System Name, enter the system name provided by your system administrator and click Next.

> This optional functionality is available only Windows XP. Note that the person doing the installation should know the download site, the OpenScape System Name, and the OpenScape Server Name.


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Configure OpenScape as a Trusted Site

7. When prompted for the OpenScape Server Name and LC Server Name: enter the names provided by your system administrator and click Next.

8. At the Ready to Install the Program prompt, click Install.

9. At the Siemens OpenScape Client Completed prompt., click Finish.

10. Launch Windows Messenger, sign in, and select the tab with the question mark.

11. If you see a Windows Messenger pop-up, you can read it and click Don’t show me this message again.

12. When you are prompted to sign on, enter your Windows Messenger User name & Pass-word, select Remember my password and click OK.

You should now be able to view your Personal Portal from within Windows Messenger.

13. From the Windows Messenger toolbar, select Tools | Options | Privacy and verify that the Don't download any tabs to my computer is unchecked.

2.2 Configure OpenScape as a Trusted Site

Your system administrator will provide the URL for you to access OpenScape.

OpenScape uses your Windows authentication credentials, which means that you do not need a separate user ID and password to log on to OpenScape.

You do, however, need to add the OpenScape web site to your Internet Explorer (IE) list of trust-ed sites:

1. From the IE Tools menu, select Internet Options.

2. On the Security tab, click the Trusted Sites icon.

3. Click the Sites... button.

4. In the Add this Web site text box, enter the OpenScape site provided by your system ad-ministrator.

5. Click OK.


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Nur für den internen Gebrauch Getting StartedSet Your Status

2.3 Set Your Status

Your status is the primary variable that OpenScape checks to determine how to route commu-nications. It provides a basis for the rules that give you control over how your communications work.

● Click My Status and select a status from the drop-down list.

You can select from one of the following predefined statuses:

● Working Remotely

● In the Office

● Be Right Back

● In Meeting

● No Interruptions

● Out of Office

● On Business Trip

● On Vacation

The status that you set can also be seen by other OpenScape users who have you in their My Contacts list. However, you can block other contacts from seeing your status by using the Win-dows Messenger Block List. (Consult the Windows Messenger Help for information on this fea-ture.)

There is no correlation between status in OpenScape and status in Windows Messenger. You must set your OpenScape status from the drop-down list provided by My Status or from the Voice Portal (by phone). There is no option to change status automatically.You should set your status in OpenScape to indicate your own personal status and control which OpenScape rules are in effect. You should set the status in Windows Messenger only to indicate the availability of your Windows Messenger device.

2.4 Set up Your OpenScape Contacts

OpenScape makes it easy to communicate with people you have configured as contacts. Add your contacts as follows:

1. From My Contacts, click .

2. The Windows Messenger Add a Contact Wizard steps you through the process.

The contacts you added appear in your My Contacts list, where you can easily determine their status. (Refer to Section 3.2, “Communicating with Your Contacts”, on page 3-3.)



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Select your Preferred Devices

OpenScape contacts are separate and distinct from Outlook contacts and from Windows Mes-senger contacts. The people in your My Contacts list are other OpenScape users. You cannot import contacts from Outlook to OpenScape or vice-versa.

To delete a contact, use Windows Messenger.

2.5 Select your Preferred Devices

Your preferred phone (also called “voice device”) is the one that OpenScape uses when your rules call for routing to your preferred phone. Your preferred phone is also the one that is used when you make a call from My Calls.

On the Home page, click My preferred phone and select one from the devices that are shown. The list contains all phones that are currently configured for you in OpenScape. You can add other phones, such as your cell phone, your home phone, etc. (Refer to Section 3.1.2.1, “Create a new associated device”.)

If you have a SIP phone such as a Siemens optiPoint 400 standard SIP V3.0 phone, it is auto-matically configured.

If you preferred device is not set, then the system attempts to pick the best device for the situ-ation based on your device availability, on whether the device is registered or associated, and on the device type.

2.6 Configure Your Preferences

Click (Options) to set your preferences:

● Select your preferred devices for voice (same as My preferred phone on home page) Email, and instant messages.

● Enter your OpenScape password for the Voice Portal. (This is the numeric password you enter when you access OpenScape by phone.)

● Enter your preferred language.

● Enter the number of seconds for ring-no-answer timeout. This is the time interval that OpenScape will continue to ring the voice device before the caller is routed either to voice mail (for devices that have voice mail) or (for devices without voice mail) move to the next step in the call process. Note that you can set this value to 0, but this will cause the phone to ring indefinitely.

> The browser language settings determine the language for the OpenScape logon screen. If your browser language is not supported by OpenScape, the logon screen appears in English. You can specify the language for the Personal Portal.


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Nur für den internen Gebrauch Getting StartedSelect the Layout for your Personal Portal

2.7 Select the Layout for your Personal Portal

Select a layout for your Personal Portal as follows:

1. Click (Options), then click the Layouts tab.

2. Select the layout you prefer.

3. The list of available portlets shows which portlets are available for the layout you selected. Select a portlet and move it into the column where you want it. You can also use the up and down arrows to position a portlet in a column.

4. Click Apply changes.

2.8 Configure the Web Conference Provider Settings

If your company subscribes to WebEx or Live Meeting for web conferencing, you must config-ure your password and other settings for these services.

1. Click (Options), then Web conference provider settings.

2. Click the appropriate link to access the web page for the provider that your company uses.

> If your system administrator configured any web pages or web applications as cus-tom portlets, these appear in your list of available portlets and you can access these from the Personal Portal.

> You can access your Inbox and Calendar from the Personal Portal as long as the lan-guage of the Personal Portal matches that of your mailbox. For example, if your mailbox was created with a U.S. English Outlook client, then you can only access your Inbox and Calendar when you set your Portal language to En-glish. Refer to Section 2.6 for information on configuring the language of your Per-sonal Portal.



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Configure the Web Conference Provider Settings


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsAbout Devices

3 Use the Personal Portal to Manage Communications

3.1 About Devices

In OpenScape, communication devices include phones, instant messaging, and email. There are two categories of devices:

● Registered devices are automatically configured for you. SIP phones (such as the Sie-mens optiPoint 400 standard SIP V3.0) and Windows Messenger are registered devices that are automatically recognized by the system.

● Associated Devices are devices such as your cell phone or your email address that you must configure in order for OpenScape to recognize them.

To view and manage your devices, click (Options), then click the Devices tab.

3.1.1 Registered devices

For a registered device, you can do the following:

3.1.1.1 Change the name of the device

1. Click (Options), then click the Devices tab, then Registered Devices.

2. Click the (Edit) icon next to the device whose name you want to change.

3. In the Name box, enter a new name for the device.

4. Click (Update).

3.1.1.2 Change the media that the device is enabled for

1. Click (Options), then click the Devices tab, then Registered Devices.

2. Click the (Edit) icon next to the device you wish to change.

3. Check or clear the box for voice, instant message, or email.

4. Click (Update).


Use the Personal Portal to Manage Communications Nur für den internen Gebrauch

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About Devices

3.1.2 Associated Devices

For an associated device, you can do the following:

3.1.2.1 Create a new associated device

1. Click (Options), then click the Devices tab, then Create Associated Device.

2. Enter the Name and Contact information. In the Media Contact field:

● To configure a phone, enter the phone number, using the same numbers that you would dial from your desk phone.

● To configure an email address, enter the address (e.g. [email protected])

3. Select one or more modes for the device (voice, instant message, email).

4. Select the current presence (availability) of the device (offline, online, or busy).

5. Click Create.

To subsequently change the presence information, you must edit the associated device.

3.1.2.2 Modify or delete an associated device

1. Click (Options), then click the Devices tab, then Associated Devices.

2. Click the (Edit) or (Delete) icon for the device that you want to modify or delete.

● Edit: Enter the new information and click (Update).

● Delete: a message asks if you want to delete the device. Click OK.

3.1.2.3 Set the presence for an associated device

1. Click Options, then click the Devices tab, then Associated Devices.

2. Click the (Edit) icon for the device you want to change.

3. Select the presence (Online, Offline, Busy) that you want to apply to the selected device.

4. click (Update).


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsCommunicating with Your Contacts

3.2 Communicating with Your Contacts

When you want to get in touch with an OpenScape contact, the My Contacts list makes it easy to determine the best way to reach that person.

3.2.1 View a Contact’s Status

The icon to the left of the contact's name shows the person's current status:

The status is also shown in a tool tip that appears when you hold the cursor over the icon.

In Office or Working Remotely

Be Right Back or In Meeting

On Business Trip or Out of Office

On Vacation

No Interruptions

Unknown



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Communicating with Your Contacts

3.2.2 Determine How to Reach a Contact

The icons to the right of the contact’s name show you whether that person can be reached by phone or instant message:

● When the phone icon is blue, the contact is available for a voice call.

● When the phone icon is yellow, the contact is busy on one of his or her voice-enabled de-vices.

● When the phone icon is gray, the contact’s ability to receive a phone call is unknown to the system.

● When the phone icon is grayed out, the contact's preferred phone is not available (but voice mail is always available).

● When the IM icon is missing, the contact is not available for instant messaging.

● Email is always available.

This information is also available in the form of a tool tip when you hold the cursor over the icon.

3.2.3 Tell Me When..

If you are having problems reaching a contact, you can have OpenScape take action or notify you when that person becomes available.

For example if you want to make a voice call to a contact but can see (via the icon next to her name) that she is not available for a voice call, you can use the Tell Me When feature to ask to be notified when she is available.

3.2.3.1 How to Use Tell Me When

Activate the Tell Me When feature for one of your OpenScape contacts as follows:

1. Click the contact’s name.

2. Select:

– What OpenScape should watch (status, voice availability, or IM availability)

– What change OpenScape should look for

– What action it should take (place call, start IM, send a notification)

> The icon and tool tip display the overall availability for each media type (voice, email, instant message) that is supported by any of the devices owned by a user. It takes into account the state (busy, online, offline, or unknown) of each device that supports that media type. Then those states are combined to determine overall availability.


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsCommunicating with Your Contacts

– If you want to be notified, select the type of notification, the target to be notified, and an optional notification message.

3. Set the expiration time for this feature (maximum: 1 day).

4. Click OK. A special icon indicates that the Tell Me When feature is active for that contact.

You can view the settings (and the time remaining) at any time by holding your cursor over the icon.

3.2.3.2 Modify or Deactivate Tell Me When

You can change the settings or deactivate Tell Me When at any time before it expires:

1. Click the contact’s name.

2. Click Edit to change the settings or Cancel to deactivate the feature for this contact.

3.2.3.3 Change the Default Settings for the Tell Me When Feature

The default settings for this feature are:

When voice availability changes to online, notify me on my Personal Portal (expires in 15 minutes)

You can change the defaults to suit your preferences. This enables you to activate the feature on the fly, without having to configure the settings each time.

1. Click (Options), then Preferences, then Tell me when defaults.

2. Change the default settings and the notify settings and click Apply Changes.



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Voice Communications

3.3 Voice Communications

3.3.1 Making Calls

Whether you make a call from My Contacts, My Calls, or My Work Groups, the status of your call is displayed in the lower pane of My Calls.

Note that if OpenScape restarts while a call is in progress, all parties to the call will have to dis-connect manually rather than through the portlet (e.g. My Calls).

3.3.2 Calling an OpenScape Contact

To call an OpenScape contact, simply click next to the person's name.

The call is routed over your preferred voice device to the preferred voice device of the contact you are calling.

3.3.3 Calling a Non-contact

To call someone who is not an OpenScape contact:

1. From My Calls, enter the information in the Number field.

2. Click .

3. Enter the phone number exactly as you would dial it from your desk phone with the appro-priate prefixes.

You can use the Disconnect, Hold / Unhold, Transfer, and icons to manage the call while you are connected:

3.3.4 Disconnecting a Call

Click .

3.3.5 Putting a Call on Hold

Click to put the call on hold. Click the same icon when you are ready to take the call off hold.

> When you make a call, OpenScape first calls YOUR preferred voice device before trying to reach the called party.


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsVoice Communications

3.3.6 Transferring a Call

1. Click .

2. On the Select Participants page, select the party you want to transfer the call to from one of the following:

● Your list of contacts

● The Global Address Book

● By entering contact information

3. Click Add to move the name to the List of Selected Parties.

4. Click Transfer.

3.3.7 Adding a Party to a Call

1. Click

2. On the Select Participants page, select the party you want to add to the call from one of the following:

3. Your list of contacts

4. The Global Address Book

5. By entering contact information

6. Click Add to move the name to the List of Selected Parties.

7. Click Add.

3.3.8 Sending Digits during a Call

When you need to send digits during a call (for example, to enter a password or an account code), you can use the dialpad.

1. Click (Launch dialpad).

2. Enter the digits using the dialpad.

The dialpad closes when the call is ended.

> Although the dialpad is essential for sending digits while you are using Windows Messenger as a voice device, you can also use it with a regular phone.



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Voice Communications

3.3.9 Making Conference Calls

The following options are available for starting a voice or web conference:

● Start a conference:

1. From My Calls, click the Start Conference icon .

2. Select one or more participants for the conference from your OpenScape contacts, the Global Address Book, or by typing in the contact information (name, phone number, and email address).

3. Click the corresponding Add link so that the party or parties is moved to the Selected Parties list.

4. Click either Start Web Conference now or Start Conference now to conference the selected parties.

● Start a conference with two or more of your OpenScape contacts:

1. From My Contacts, click the box next to the contact to select that person for the con-ference.

2. Click the voice conference icon or (if your company subscribes to Live Meeting or We-bEx) the web conference icon to start the conference.

● Start a voice conference or a web conference with a work group by clicking the appropriate icon in My Work Groups.

When you are communicating with only one person, you can simply click on the icon represent-ing the voice, IM, or email next to that person's name in My Contacts. If you are placing a multi-party call, then you need to select the check boxes next to each party you would like on the call, then click:

for a voice conference or the appropriate icon for a web conference.


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsVoice Communications

3.3.10 Using the optiPoint 400 standard SIP V3.0 with OpenScape

If you are using the optiPoint 400 standard SIP V3.0 with OpenScape, please note that the rules you configure in OpenScape take precedence over any features that you set on the phone.

3.3.10.1 Some Features May Be Disabled

Taking into account the fact that OpenScape rules can override some phone features, your Sys-tem Administrator may disable the features shown in Table 3-1on your phone.

3.3.10.2 Recommendations

Table 3-2 contains recommendations for other features and scenarios.

Phone feature Recommendation

Call forwarding Use OpenScape Rules to forward calls.

Call deflect (forwarding “on the fly”)

Use an alternative method in OpenScape such as changing your preferred phone.

Do-not-disturb Set your OpenScape status to “No Interruptions”.

Call join Use the OpenScape conference features.

Personal status Set your status from OpenScape.

Table 3-1 Features on optiPoint 400 standard SIP V3.0 phone that may be disabled

Phone feature or scenario Recommendation

Hold No “mix and match”:If you put a call on hold from your phone, you should use the phone to retrieve it.If you put a call on hold from the Personal Portal, you should use the Personal Portal to retrieve it.

Call transfer from hold state You cannot transfer a call that is on hold.

Implicit join Transfer in following scenario will not work: A has call established with B as well as C. Now A can not Transfer B to C or C to B.

Consultation after hold from portals

You cannot do a consultation from the Personal Portal if the call is put on hold prior to consultation.

Forwarding Forward calls using your OpenScape rules and not from the phone.

Table 3-2 Recommendations for optiPoint 400 standard SIP V3.0 phone features



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When Others Call You

3.4 When Others Call You

The rules that you set up using the Rules Wizard determine what happens when others call you. Based on your status, you can have callers directed to another device, transferred to an-other number or a different person, or routed to your personal web site, where they hear your greeting.

When callers are routed to your personal web site, they hear your wav file greeting and the prompts (for example, Press 1 to leave a message) provided by your web greeting. Both greet-ings are stored in Outlook folders.

3.4.1 Your wav File Greeting

You can record a greeting for your callers. Like the other greetings described below, this greet-ing is stored in an Outlook folder. The recorded voice is a wav (audio) file called PhoneGreet-ing, located in your PersonalizedGreetings/ GreetingToUse folder.

Use the Voice Portal to record your greeting. Refer to Section 5.6 on page 5-3 for a map of the Voice Portal.

If you have recorded a greeting in your own voice, callers hear that before they hear your web greeting (which is not in your own voice).

If you are unsuccessful in opening the wav file from the folder, you should set your browser to play wav files in a separate window:

1. In IE, click toolbar button labelled Media.

2. At the bottom of the media toolbar, click Media Options, then Settings, then Reset pre-ferred types....

3. Confirm that you want to reset the preferred media types and close the media bar.

4. Next time you download a wav file, IE will ask whether you want to play these types of files inside IE. You should answer no. Wav filesshould now play in a separate application.

3.4.2 Your Web Greeting

With OpenScape, the greeting that your callers hear is actually a web page -- an HTML file that is stored in a predefined Outlook folder. The text-to-speech feature of OpenScape turns your web page into the spoken words that your callers hear.

When you first launch OpenScape you have two default web greetings already set up:

> Note that it is your web greeting that provides prompts such as Press 1 to leave a message, so your wav file greeting can be as simple as Hello, this is Peter Streiff at Siemens.


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsManage Your Phone Greetings

● WebGreeting -- this is a general greeting that is played to all your callers. It is located in the appropriate language-based subfolder of the ForwardAccess folder.

● GuestContent-- this is a greeting tailored for a caller who is an Outlook Contact. It is lo-cated in the appropriate language-based subfolder of the GuestContent folder.

3.4.3 Callers Can Leave Voice Messages

Your callers can leave voice messages for you. There are two message delivery options: nor-mal (which is the default) and urgent. The maximum recording length is five minutes.

Once the caller has finished recording the message, contact guests who are logged on can use other guest features of the system like transferring to another extension.

Your callers can also access the features of the Self-Service Portal.

3.5 Manage Your Phone Greetings

3.5.1 The Interaction Center Folders in Outlook

The greetings for your callers and the documents to be provided to your callers are stored in Outlook folders (the Interaction Center folder and subfolders). These folders and the default greetings are set up for you automatically.

Language-specific subfolders are included. In two cases, (SelfService and GuestContent), they are there as an aid if you handle calls in more than one language. In the case of the Forward-Access folder, they determine which language greeting gets played to your callers.

Consult your system administrator for assistance in setting up alternate language greetings.

3.5.2 WebGreeting.htm

This is the greeting that is played for all your callers.To be active, this file must be placed in the appropriate folder (based on your language) called ForwardAccessToUse.

7 Do not delete these files or your callers will not hear any greeting. Consult your sys-tem administrator before changing the names of these files.

> Note that the exact name of this file may vary depending on your language.



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Manage Your Phone Greetings

The default web greeting provides links to allow your callers to leave you a message, retrieve documents from a folder you specify, or log in as a contact guest. The documents available to your callers are any documents you place in the InteractionCenter/SelfService/ folder and its subfolders.

The content of the default web greeting is:

Welcome to my personal web site.

You may leave me a voice message or retrieve documents. If you have an ID you may also log on to make an appointment with me. Please make your selection from the following choices:

● Leave message

● Retrieve documents

● Login

● Disconnect

OpenScape transforms the HTML document into the greeting that your callers hear. Open-Scape automatically inserts “Press <digit number> to...” before each link. So with the default greeting, your callers hear:

“Press 1 to leave message.Press 2 to retrieve documents.Press 3 to log in.Press 4 to disconnect.”

You can create your own web greeting and replace the default.

3.5.3 Customize your Default Web Greeting

1. In your Outlook Personal Folders, locate the appropriate ForwardAccessToUse folder.

Open the WebGreeting.htm file located in that folder. Since it is a web page (HTML file), the file will open in a browser window.

2. From the IE File menu, select Edit with Microsoft Word.

3. The greeting contains text that will be rendered into speech for your callers, so when you edit the document in Word, you can type whatever you want your callers to hear. For ex-ample:Hi this is Anna at Siemens and you have reached my OpenScape web-based greeting. I am on vacation until June 15. While I am away, Mr. Schmidt will handle my calls. Please select from the following.


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsManage Your Phone Greetings

4. As you can see in the document, the menu of selections for your callers: Leave message, Retrieve documents, Login, Disconnect is formatted as a bullet list. Each selection is hy-perlinked to the target. (You can hold your cursor over each link and see the target that is currently defined for the link.)

You can modify the links if desired.

5. When you have modified the web greeting, save the document as a Web Page with the name WebGreeting in a convenient folder or on the Desktop. (Note that the exact name of this file may vary, depending on your language.)

6. Delete the default WebGreeting file that is currently in the ForwardAccessToUse folder.

7. From the folder where you saved the modified WebGreeting file, drag and drop the file into the appropriate ForwardAccessToUse folder.

3.5.4 Modify Links in Your Web Greeting

You can modify the links that appear as items in the bulleted list in WebGreeting.htm.

The following are some examples and guidelines for changing the links (Leave message, Re-trieve documents, etc.) in your web greeting:

3.5.4.1 Modify the Retrieve document link

Add a folder with documents for callers to retrieve:

1. Right-click on the Retrieve documents link and select Edit Hyperlink.

2. In the Edit Hyperlink dialog, the Address box shows the existing link.

The parameter AN=SelfService allows the caller to access documents in your Interaction Cen-ter folder.

A second parameter (designated by &FN=) designates the root folder where the system starts looking for documents to offer the caller.

The default is anything under InteractionCenter/SelfService/<language folder>.

You could create a folder called “Anyone” with documents that any caller could retrieve.

> There should be only one file in the ForwardAccessToUse folder and it must be called WebGreeting.htm

> Use caution when modifying the links or your caller will be dropped from the call.



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Email and Instant Messages

You could also create a folder specifically for an Outlook contact who must log in to retrieve the document.

3.5.4.2 Modify the Leave message link

Allow your callers to leave the same message for multiple parties:

1. Right-click on the Leave message link and select Edit Hyperlink.

2. In the Edit Hyperlink dialog, the Address box shows the existing link. There are two param-eters that affect the way callers can leave messages:

The parameter contmsg (the default) allows the caller to leave a message for you. The caller does not have to address the message.

The parameter message allows the caller to leave a message for you, but the caller is asked to address the message and can add multiple destinations.

Do not change the links for Login or Disconnect.

By modifying the links in your greeting, you could offer your callers the opportunity to transfer to another extension. You could allow your callers to listen to the contents of any web site (for example a site with updated information about your product or even your own web log).

Refer to the Word Web Guide with additional information about using this OpenScape feature.

3.6 Email and Instant Messages

3.6.1 Outlook with OpenScape

Outlook and OpenScape are closely integrated, providing the following features:

● From My Contacts, send an email to a contact by clicking next to that person

● Set up a rule that turns your Outlook Out-of-Office message on or off

● Manage your calendar and retrieve information about your Outlook contacts by phone.

● Manage your Outlook tasks by phone

● Use the Outlook Journal to keep a log of OpenScape activities. Depending on how you set up your rules, OpenScape logs information about the following activities when “log in jour-nal” is specified:

– Incoming or outgoing voice calls

– Incoming or outgoing instant messages

– Incoming emails


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Nur für den internen Gebrauch Use the Personal Portal to Manage CommunicationsEmail and Instant Messages

Journal entries created by OpenScape can be viewed only in Outlook. The entry in the Journal appears as a push-pinned yellow post-it icon that contains the information described above. You must apply a table view with no filter to the OpenScape folder in order to see the journal entries from OpenScape. Refer to Outlook Help for more information about using the Journal.

3.6.2 Windows Messenger with OpenScape

You can launch the OpenScape Personal Portal from a Windows Messenger tab. (Refer to Sec-tion 2.1, “Install OpenScape as a Tab in Windows Messenger” for installation instructions.)

You can also use Windows Messenger:

● To send an instant message to a single contact or to multiple contacts

● As one of your registered devices. You can configure Windows Messenger to be enabled or disabled from specific communications modes such as voice, email, and instant mes-saging.

● You add and delete your OpenScape contacts from Windows Messenger and manage the allow / block list. (Refer to Windows Messenger Help for information on blocking someone from being able to see you and contact you.)

● You can take advantage of the Windows Messenger capabilities such as application shar-ing, file transfer, and point-to-point video when cameras are installed.

Because Windows Messenger availability is taken into account by OpenScape when it consid-ers to which device a particular voice call, email, or instant message should be delivered, it is recommended that you set your Windows Messenger status to Online when you want your Windows Messenger to be included and mark it Away when you do not want it included.

> Your Outlook Contacts are separate and distinct from your OpenScape contacts. You can configure only other OpenScape users as your OpenScape contacts. You can configure anyone as an Outlook contact and give them special access to the Open-Scape Self-Service Portal.



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Email and Instant Messages


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Nur für den internen Gebrauch Rules Give You Control of Your Communications

4 Rules Give You Control of Your Communications

With OpenScape rules, you control how and when others can communicate with you. Refer to Chapter 8, “Using OpenScape -- Real-life Examples” for some typical rule scenarios.

About Rules

Each rule is associated with a status (Working Remotely, In Office, etc.).

When you set your status, only those rules that are assigned to this status are carried out when a condition is triggered. If no condition or exception has been defined and the rule contains only actions, then the rule is always in force for a particular status.

Rules can consist simply of actions (for example, Direct my incoming calls to Michael Schmidt), but you can also add conditions and exceptions.

Conditions

A primary condition is one of the following: an incoming or outgoing call, an incoming or outgo-ing instant message, an incoming email, or your own presence.

You can make the rule more explicit by adding additional conditions, such as specific dates or call types.

Actions

Actions specify the way you want the calls to be handled for the status and conditions you have specified. Actions can include:

● Direct to a list that can include devices and a person

● Notify destinations (such as a contact or an email address) with a specific message

● Log or don't log the call to your Outlook Journal

● Write a text string to your Outlook Journal

Actions also include “redirect” provisions for how the call should be handled if the original action fails.

For a given status (for example, On Vacation) and a given primary condition (for example, “in-coming calls”), you may have several rules in effect. When OpenScape processes your rules and finds more than one action, it processes the actions cumulatively if no actions are conflict-ing.


Rules Give You Control of Your Communications Nur für den internen Gebrauch

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Using the Rules Wizard

However, if actions are conflicting (for example, one rule states “log to journal” and another rule also in effect for that status and condition states “do not log to journal”), then only the action belonging to the higher priority rule set is executed. Priority is determined by placement in the rule set, with the topmost rule set having highest priority. (The rules can be reordered to reflect the desired priority.)

Exceptions

After you select actions, you can include one or more exceptions. The exceptions are identical to the conditions, with “except if” or “except” added at the beginning.

For example, assume that the rule states, For an incoming call from Bill Gates, redirect to my preferred device OR to my assistant except if after 19:00 and before 08:00. If a call from Bill Gates arrived at 7:30 p.m., the call would not be redirected.

Default Rules

When there are no user-defined rules, the default rules are used. The final default rule is “route to voice mail” so if no other condition or exception applied, the call would be directed to your voice mail.

4.1 Using the Rules Wizard

The Rules Wizard helps you set up rules to determine how, when, and where you can be reached.

To access the Rules Wizard:

● Click (Options) then click the Rules tab.

The Rules Wizard displays the names of all the default rules and any rules that you have cre-ated. You can click a rule name to read a description.

You can filter the view by selecting a status from the drop-down list. You will see a list of the default rules and any rules that you created that are associated with that particular status.

> Users configured with Administrator rights can modify the default rules. A Reset but-ton is provided to reset the default rules to their initial state. Note that the language in which the names of the default rules appear depends on the language of the Ad-ministrator who has most recently used the Reset button.


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Nur für den internen Gebrauch Rules Give You Control of Your CommunicationsUsing the Rules Wizard

4.1.1 Create a new rule

The basic steps to create a new rule are as follows:

Enter the Primary Settings

1. Click New...

2. For the Primary Settings, enter a name for the new rule and a primary condition. It's a good idea to enter a name that helps you remember the purpose of the rule, such as “On vacation.”

If you want to add conditions (these are optional), click Conditions....You can add multiple con-ditions to a rule.

Table 4-1 describes the conditions for calls and instant messages.

Table 4-2 describes the conditions for incoming emails.

Not all of the conditions described below apply to all primary conditions.

For a condition based on Click And then..

People whom the commu-nication is To or From

To or from peo-ple

1. Select the source from which the people will be chosen (My Contacts, Global Address Book, Other Contacts, User List). You can use people from one, several, or all of these sources.2. Select the people from the appropriate sourc-es and click Add to move the people to the Se-lected box on the right side.3. When you have selected all the people, click OK.

Whether the call is to or from an internal or external number

call type Select internal or external

Status of your device where my de-vice is status

1. Select one device2. Select the device availability. (You can make multiple selections but they cannot be mutually exclusive, for example, Available and Unavail-able.)3. Click OK.

Date or time One or more of the date and time conditions

Select the date and time conditions and click OK.

Table 4-1 Conditions for Calls and Instant Messages



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Select Actions

Click Actions to define one or more actions to be taken when the conditions are met. Table 4-3 describes the actions. (Not all actions apply to all rules.)

For a condition related to

Click And then..

Sender from people 1. Select the source from which the senders will be cho-sen (My Contacts, Global Address Book, Other Con-tacts, User List). You can use people from one, several, or all of these sources.2. Select the people from the appropriate sources and click Add to move the people to the Selected box on the right side.3. When you have selected all the people, click OK.

Subject line when subject contains specific words

1. From the first drop-down list, select Equals, Starts with, Ends with, or Contains.2. In the text box, enter the text.3. Click Add to move the condition to the Selected box on the right side.4. Click OK.

Urgency marked with cer-tain importance

Select high or low importance.

Who else re-ceives the email

sent only to me

Whether or not you are copied on the email

Where my name is in the To box and / orWhere my name is in the CC box

When the email was received

One or more of the date and time conditions

Select the date and time conditions and click OK.

Table 4-2 Conditions for Incoming Emails


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Nur für den internen Gebrauch Rules Give You Control of Your CommunicationsUsing the Rules Wizard

Add (optional) exceptions, apply the rule, and finish

1. Optional step: click Exceptions to define situations when the rule does not apply. Select and define one or more exceptions.

2. Click Apply Rule to apply the rule to one or more statuses.

3. Review the rule description to make sure that it is exactly what you intend. If you have any changes, use the buttons on the right (Conditions, Actions, Exceptions) or click an under-lined term to modify the information for the rule.

4. Click Finish. The rule is added to the list of rules. You can reorder the list using the up and down arrows on the right.

4.1.2 About Rules That Route to “my device or person list”

● My device or person list can include several devices but only one person. This is because once the call has been routed to a person, that person's rules take over processing the call (if the person is an OpenScape user) or the call is beyond the control of the rules (if the person is not an OpenScape user).

● Once the call is directed to anything other than an associated or registered device, the call exits the control of the rules. So for example if you want to direct an incoming call to another user address that you have set up but not configured as an associated device, that should be the last redirect target configured.

To add an action Click And then..

That directs the communi-cation to your device or to a person

direct to my device or person list (Refer to Section 4.1.2 on page 4-5 for restric-tions)

1. Select one person and/or one or more devices from the sources listed 2. Click Add to move your selections to the box on the right.3. Click OK.

That notifies people or de-vices

notify destinations with specific mes-sage

1. Choose the message type and one or more destinations.2. Click Add to move your selections to the box on the right.3. Click OK.

Log the communication in your Outlook Journal.

log or don’t log call to journal

1. Click Log or Do not log.2. Click OK

Write something in your Outlook Journal

write text string to journal

1. Enter the text.2. Click OK.

Table 4-3 Actions



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● When your rules direct a call to another OpenScape user, the call is put in the control of the forwarded-to party’s rules.

● If your call is directed or redirected to a device with voice mail, the rule stops processing and the caller has the choice of leaving a message on that device.

● The default timeout for ring-no-answer is 16 seconds. This means that if the call is directed to two devices in sequence that both ring for more than 16 seconds without being an-swered, the rules do not continue down the list. Instead, the caller is routed to your Open-Scape web greeting. You can change the timeout for ring-no-answer on the Preferences page.

4.1.3 Change or Delete Rules

You can use the Rules Wizard to do the following:

Create a new rule by copying an existing one

1. In the list of rules, select the one you want to copy.

2. Click Copy.

3. Enter a new name for the rule.

4. Click Finish. You can then use Modify to change parameters for the new rule.

Modify a rule

1. In the list of rules, select the one you want to modify.

2. Click Modify.

3. Select the new conditions or actions for the rule.

4. Click Finish.

Rename a rule

1. Select the rule to rename and click Rename.

2. Enter the new name and click Finish.

Apply a rule to a different status

1. Select the rule.

2. Click Apply and select one or more statuses to apply it to.

3. Click Finish.


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Nur für den internen Gebrauch Rules Give You Control of Your CommunicationsSet up Lists of Users or Dates

Reorder the rules

You cannot change the order of the default rules but you can reorder the rules that you created.

1. While viewing the first Rules Wizard page, select a status from the drop-down list.

2. Select the rule that you want to reorder and click the up or down arrow.

Delete a rule

1. Select the rule.

2. Click Delete.

3. Confirm that you want to completely delete the rule by clicking Apply changes.

4.2 Set up Lists of Users or Dates

To make it easier to create new rules, you can set up lists of users and lists of dates that are commonly included in your rules. For example, you set up a user list that includes member of your workgroup or a list of holidays to which you want to apply the same rule.

4.2.1 Set up a User List

If there are a group of contacts, co-workers, family members, etc. whom you generally treat as a group when you are setting up rules, you can set up a User List:

1. Click (Options) then Rules.

2. Click To User List.

3. Enter a name for the list and click OK.

4. Click one of the sources listed on the top left and select people from that source.

5. Click Add to move the people to the Selections box on the right.

6. Click an additional source if desired and select people from that source.

7. When the list is complete (people are listed in Selections box), click OK.

4.2.2 Set up a Date List

Set up a Date List if there is a group of dates (for example, holidays) that you want to use in rules:

1. Click (Options) then Rules.

2. Click To Date List.



5389rules.fm

Rules Based on Your Presence

3. Enter a name for the list and click OK.

4. Define the dates by selecting individual dates from the calendars and clicking Add to move the date to the Selections box on the right.

5. When the list is complete (all dates are listed in Selections box), click OK.

4.3 Rules Based on Your Presence

You can set up a rule that goes into effect when your presence changes. This means that Open-Scape takes note when one of the following changes:

● Your status (In Office, Be Right Back, etc.)

● Your availability for voice

● Your availability for instant messages

You cannot add any conditions or exceptions to this rule. The actions for this rule are:

● Notify destinations with a specific message

● Log or don’t log your presence trigger to your Journal


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Nur für den internen Gebrauch Access OpenScape from the Voice PortalManage Your User Profile Features

5 Access OpenScape from the Voice Portal

The Menu Tree for the Voice Portal provides phone access to OpenScape. Check with your sys-tem administrator for the phone number for the Voice Portal.

Callers, both your Outlook contacts as well as others who are not known to OpenScape, access features by phone through the Self-Service Portal (described in Chapter 6, “Provide Services to Your Callers through the Self-Service Portal”.

5.1 Manage Your User Profile Features

You can change your OpenScape status (In Office, On Vacation, etc.) and your logon pass-word.

5.2 Listen to Voice and Email Messages

You can call the Voice Portal number to listen to voice or email messages in your Inbox . Email messages are read to you. The system advises you if there is an attachment with the email, but the attachment is not read to you.

When you listen to your messages, you can filter them by type (voice or email), by urgency, newness (i.e. unread messages), or simply listen to all messages in the order received.

Once you have listened to the message you can:

● Delete it. (It is moved to the Deleted Items folder in Outlook if you need to retrieve it, but it is permanently deleted when your Deleted Items folder is emptied.)

● Mark it as unread

● Forward it (via email)

● Reply to it (via email)

You can also create a new voice message, which is sent as soon as you complete the message. (It is not held until the end of the session).


Access OpenScape from the Voice Portal Nur für den internen Gebrauch

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Manage Calendar Appointments by Phone

5.3 Manage Calendar Appointments by Phone

You can call the Voice Portal number to access your Calendar for the following tasks:

● Accept or decline an appointment (and delete a declined appointment)

● Listen to your next appointment if it was set up through the Self-Service center. (For exam-ple: “Your next appointment is at 10 a.m. October 16 with Victor Chan”.)

● Play all appointments for a specific date and time range.

● Block out a specific date and time range in the calendar. (Note that the appointment will be blocked even if there is already an appointment in that time range.)

● Review upcoming appointments. You hear all appointments with a tentative meeting status within the specified time frame, one after the other, and you can accept or reject each one. When a meeting is rejected, the busy status is changed from tentative to free and you can still see the meeting in your calendar. You can then delete the rejected appointment and it is moved to the Deleted Items folder.

5.4 Review and Manage Outlook Contact Information by Phone

If you need to obtain a phone number or email address for an Outlook contact, you can call the Voice Portal number (provided by your System Administrator) and retrieve that information by phone.

You dial the name of the contact and hear all the matches for that name. Once you select a contact you hear his or her first name, last name, phone number, and other information that has been configured for that contact.

You can modify information on that contact or delete the contact.

5.5 Access Workgroup Features by Phone

You can initiate a voice conference from the Voice Portal.


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Nur für den internen Gebrauch Access OpenScape from the Voice PortalMenu Tree for Voice Portal

5.6 Menu Tree for Voice Portal

Figure 5-1 Menu Tree for the Voice Portal


Access OpenScape from the Voice Portal Nur für den internen Gebrauch

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Menu Tree for Voice Portal


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Nur für den internen Gebrauch Provide Services to Your Callers through the Self-Service GuestContent.htm

6 Provide Services to Your Callers through the Self-Service Portal

Your callers use your Self-Service Portal to communicate with you, retrieve documents that you have made available, or make appointments with you.

A caller's access depends on whether the caller is:

● A Contact configured in Outlook (also referred to as a “contact guest”) -- This person can call and log in to the Self-Service Portal to make an appointment with you or retrieve doc-uments from a private folder.

● Someone who is not configured as a Contact in Outlook -- This person can retrieve docu-ments from your Self-Service Portal but cannot log in and make an appointment.

6.1 GuestContent.htm

This is the web greeting tailored for a caller who is configured as a Contact in Outlook. To be active, this file must be placed in a specific Outlook folder: InteractionCenter/GuestContent/<language-version>

To access this greeting, your guest must call you and log in by dialing his or her name and en-tering the password that you assigned.

The default greeting provides links that allow your guest to leave you a message, retrieve doc-uments from a folder you specify, or make an appointment with you.

The content of the default GuestContent.htm is:

Hello! You may schedule an appointment with me, access documents, or leave me a message.

Please make your selection from the following choices:

● Make appointment

● Retrieve documents

● Leave message

● Disconnect

OpenScape transforms the HTML document into the greeting that your caller hears. Open-Scape automatically inserts “Press <digit number> to...” before each link. So with the default greeting, your caller hears:

> Note that this feature works for your Outlook contacts. Your OpenScape con-tacts (other OpenScape users) have access to their own Voice Portals.


Provide Services to Your Callers through the Self-Service Portal Nur für den internen Ge-

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Setting up Access to the Self-Service Portal for an Outlook Contact

Press 1 to make appointment.Press 2 to retrieve documents.Press 3 to leave message.Press 4 to disconnect.

The Retrieve documents link points toward documents in the appropriate (English or German) InteractionCenter/SelfService/folder and its subfolders.

You can create your own HTML file and replace the default, but the new file must retain the name GuestContent.

In the same way you are able to modify your web greeting, you can customize the guest greet-ing. For example, you can modify the text to address the caller by name or modifying the link to point to a private folder where documents are stored.

6.2 Setting up Access to the Self-Service Portal for an Outlook Contact

The person to whom you want to give full access to the Self-Service Portal must be configured as an Outlook Contact. OpenScape uses the business phone and email fields in the Outlook Contact information, so be sure to enter a business phone number and an email address for the contact. If you want to fax documents to the contact, a fax number should be configured as well.

Configure a password for the Outlook Contact:

1. On the All Fields tab of the contact's address card, click New.

2. For Name, enter siemens.ic.password

3. For Type, select Text.

4. Click OK. The new field siemens.ic.password is now available on the list of All Fields.

5. Select the password field and enter a value for the password, for example, 1234.

Communicate the password to the person who will be using the Self-Service Portal.

When that person calls in to retrieve a document or set up an appointment with you, the caller will be asked to enter last name, first name until recognized. The system confirms that it recog-nizes the caller by asking for a password. If there is a conflict on the name, the caller is asked to enter their business phone number.

The caller is then routed to your GuestContent.htm greeting.

> You configure the siemens.ic.password field only once. From then on, it is avail-able when you select User-defined fields in folder from the Select from: drop-down list.


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Nur für den internen GebrauchProvide Services to Your Callers through the Self-Service PortalCustomize Greeting for Contact Guests

6.3 Customize Greeting for Contact Guests

When a caller configured as an Outlook contact calls you and logs in with the password you provided, the caller hears the GuestContent.htm file.

In the same way you are able to modify your web greeting, you can customize the guest greet-ing. For example, you can modify the text to greet the caller by name.

● For the Make appointment hyperlink, the parameter Appointment allows the caller to make an appointment with you.

● For the Retrieve Documents hyperlink, the parameter SelfService allows the caller to ac-cess documents in your Interaction Center folder. You should create a folder where you put private documents for the guest.

6.4 Your Contacts Can Use Self-service Portal to Make Appointments With You

The Self-Service Portal is available only for the people that you have configured as Outlook Contacts.

An Outlook Contact who calls you and logs in to OpenScape with the password that you provide is routed to your GuestContent.htm greeting. The Make appointment link in that greeting allows the caller to schedule an appointment with you.

The following options are available:

● Tell me the next available appointment today (one hour slot only, appointment starting on the hour). Once the system prompts the availability, the contact has the option to accept the appointment or request the next available appointment or exit the system.

● Tell me the first available appointment on a particular day. The caller enters the month and date on the phone keypad. The system prompts the user for availability and the caller has the option to accept the appointment, request the next available appointment, or exit the system.

● The caller can enter a date and time and the system responds with the availability.

When an Outlook Contact accepts an appointment:

1. The caller cannot modify the appointment but can delete it and start the request process again.

2. An email notification is sent to you and the calendar appointment appears as a tentative appointment on your Outlook calendar.

3. When you accept or reject the calendar appointment, the Outlook Contact is sent an email confirmation.



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Make Documents Available to All Callers

An Outlook Contact can make one appointment per day (of one hour duration) per user but can-not make recurring appointments. The person can also record a message up to three minutes in length and attach this message to the appointment.

6.5 Make Documents Available to All Callers

You can store documents of any kind in predefined Outlook folders to make them available to callers. Your web greeting offers callers the option to retrieve documents. Callers who select this option simply follow the prompts to retrieve documents.

To set this up:

● Drag & drop the document into the Outlook folder called SelfService. (It is a sub-folder of the Interaction Center folder.)

Callers retrieve the documents as follows:

● A text document or wav file can be read to any caller.

● A document can be emailed as attachment to an Outlook contact if the email address is configured in Outlook.

● A document can be faxed to an Outlook contact. The fax server must be accessible (con-figured in the Media Server). The contact must have a fax number listed as a Contact Prop-erty in Outlook or must enter one via the phone keypad.

You can also make documents available to be faxed to other callers but the guest must enter the fax number.

6.6 Make Documents Available to Outlook Contacts

Assume that you have prepared a price quote for a special customer, Thomas. You want him to be able to access this confidential document at his convenience. You also want to prepare a special greeting tailored specifically for Thomas.

Note that you must set up a password for Thomas and communicate it to him.

There are three main steps in this process:

Step 1: Add a subfolder for Thomas' document to the SelfService folder and put the confidential document in this folder:

● English-language users: http://InteractionCenter/SelfService/en-US/Thomas

● German-language users: http://InteractionCenter/SelfService/de-DE/Thomas

Step 2: Modify the GuestContent.htm greeting for Thomas and place that greeting in a special folder.

● You can modify the text if you wish to personalize your greeting for Thomas.


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Nur für den internen GebrauchProvide Services to Your Callers through the Self-Service PortalMake Documents Available to Outlook Contacts

● You must modify the Retrieve documents link to point to the Self-Service folder where you have stored the confidential document.

● Create a subfolder for that greeting in the GuestContent folder and save the modified greet-ing in that folder:

● English-language users: http://InteractionCenter/GuestContent/en-US/Thomas/GuestContent.htm.

● German-language users: http://InteractionCenter/GuestContent/de-DE/Thomas/GuestContent.htm.

Step 3: In Thomas' Outlook Contact information, point to the special greeting for him:

● In the Web page address field of his Outlook Contact information, add the link:

● English-language users: http://InteractionCenter/GuestContent/en-US/Thomas/Guest-Content.htm.

● German-language users: http://InteractionCenter/GuestContent/de-DE/Thomas/Guest-Content.htm.

When Thomas calls and hears your WebGreeting.htm greeting, he selects Log in. After enter-ing his name and the password you provided, he hears your GuestContent.htm greeting. He selects Retrieve documents and is able to retrieve the confidential document.

> Even though the content of the file has changed, the name must stay the same: GuestContent.htm.



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Make Documents Available to Outlook Contacts


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Nur für den internen Gebrauch Collaborate via the Workgroup PortalManaging your workgroups

7 Collaborate via the Workgroup Portal

OpenScape workgroups make it easy for you to set up voice conferences and web conferences with your team members.

Web conferences are available only if your company subscribes to the WebEx or Live Meeting service.

When you set up a workgroup, you are the owner -- the only one who can modify the group or delete it. You have the option to configure a back-up owner, who will take over ownership only in the event that you are deleted as an OpenScape user.

7.1 Managing your workgroups

Set up a new workgroup

1. From My Workgroups, click

2. Fill in the Workgroup Details:

3. Click the Select Parties tab.

4. Select parties for the work group from your OpenScape contacts, the Global Address Book, or by typing in the contact information (name, phone number, and email address).

5. Click the corresponding Add link so that the party or parties is moved to the Selected Par-ties list.

6. If you wish, you can select a backup owner for the group (a person who will manage the group if you are no longer an OpenScape user) by clicking the icon to the right of the con-tact's name. The Profile Settings show the details of the work group you have set up.

7. Click Finalize It to complete the setup of the work group. From this tab, you can launch a voice conference or web conferenceimmediately or go on to create a new work group.

Name Up to 54 characters

Description Up to 54 characters

Collaboration Type Whether the work group is set up for one conference only or will exist on an ongoing basis.

Answer Option Whether workgroup members are added to the conference automatically as soon as they answer the call or are given the chance to accept or reject the conference.

> To be promoted to owner if you are no longer an OpenScape user, the backup owner must first log out, then log back into the Personal Portal.


Collaborate via the Workgroup Portal Nur für den internen Gebrauch

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Starting a Web Conference

When a conference call is set up through the Personal Portal, a temporary workgroup is auto-matically added to the My WorkGroups web box. At the end of the call you can choose to keep that workgroup, if there is a need for future calls with that group, or delete it.

Create a new workgroup by copying an existing one

You can set up a new workgroup by copying an existing one:

1. From My Workgroups, click .

2. Select the source workgroup that you will copy from by clicking it. Note that you cannot copy the documents associated with this workgroup.

3. Click Copy From.

4. Provide a new name for the work group and change any of the details as described in step 2, above.

5. Click the Select Parties tab. You can add more parties or remove selected parties.

6. Click Finalize It to complete the copy of the work group.

Delete a workgroup

Only the owner of a work group can delete it.

1. From My Work Groups, click .

2. Select the work groups you want to delete and click Delete.

7.2 Starting a Web Conference

Web conferences are available only if your company subscribes to the WebEx or Live Meeting service. I

Before starting or joining a web conference, you must have a password. ( To configure the pass-word, click (Options), then Web conference provider settings and click the link for your web conference provider.)

The following options are available:

● From My Calls (whether you are in a voice call or not): click (Start Conference), select the parties for the conference, then click the web conference button.

● From My Contacts, select the parties that you want in the web conference, and click the appropriate Start Web Conference icon.

> To use WebEx or Live Meeting, make sure that your browser security is not set to High.


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Nur für den internen Gebrauch Collaborate via the Workgroup PortalViewing Conference Information

● From My WorkGroups, click the Start Web Conference icon next to the appropriate work-group.

You can also launch a web conference from the Workgroup Portal or immediately after setting up a workgroup.

Once you are in the web conference, refer to the online Help for information on how to use the web conference features.

7.3 Viewing Conference Information

In the Workgroup Portal, all participants in a workgroup session, whether a voice or a web con-ference, have a view that includes:

● The Document Viewer—shows the active document

● Conference Tools—shows the time the conference started and the number of callers in the conference. This display remain active for the duration of the conference and is updated in real time with any changes, for example when a participant drops out.

● People in Conference—shows the names of workgroup members who are in the voice or web conference

● People not in Conference—shows the names of workgroup members who are not in the voice or web conference

● Documents—shows the documents that are available for this workgroup session

7.4 Viewing Workgroup Documents

You have the option of viewing workgroup documents in a new browser window or in the Work-group Portal window. You may also want to prevent the File Download confirmation window from appearing before a document opens.

7.4.1 For Office Files with Windows XP

With Windows XP, use the following steps for Office files, configure your preferred option for Office files (.doc, .xls. .ppt, etc.) as follows:

1. In Control Panel, select Folder Options.

2. Select the File Types tab.

3. In the Extensions column, select the extension (e.g. DOC for a Word document) for the file type that you wish to configure.

4. Click the Advanced button.

Select from one of the checkboxes:


Collaborate via the Workgroup Portal Nur für den internen Gebrauch

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Viewing Workgroup Documents

● If you select Confirm open after download, the File Download window always asks if you want to save or open the file. Clearing this checkbox will cause the document to open without any prompting from the File Download window.

● If you select Browse in same window, the file will be opened in the Workgroup Portal document viewer. Clearing this checkbox will cause the document to open in a new browser window.

7.4.2 For PDF Files

The Adobe web site has a knowledge base with information about opening PDF files. You can search the Acrobat knowledge base (http://www.adobe.com/support/products/acrobat.html) using the term “web browser” to access this information.

> You can also clear the Always ask before opening this type of file on the File Download window to prevent the window from appearing every time you open a document of a particular file type.


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Nur für den internen Gebrauch Using OpenScape -- Real-life ExamplesScenario for a Typical i-Worker

8 Using OpenScape -- Real-life Examples

OpenScape is flexible enough to accommodate any work style. Besides setting up rules to route communications, you can set your personal status, preferred devices for voice, email, and instant messaging, and the presence information (offline, online, or busy) for your devices.

● My Status (in office, working remotely, etc.) indicates your own status.

● Preferred devices work with OpenScape rules (“route to preferred device”). Your preferred phone is the one that is used to make a call from the My Calls portlet.

● Rules allow you to specify how incoming communications are routed and whether outgoing communications are logged. If no rules are set up, the default rules route incoming calls, IMs, and emails to your preferred device.

● Device presence information determines whether a device is included in the user’s overall availability for voice, IM, or email. It does not prevent communications from being routed to that device.

8.1 Scenario for a Typical i-Worker

Meet Joe, a typical i-worker. He’s usually in his office at work, reading or writing emails or re-viewing documents online. He uses his laptop PC at his desk and usually takes it with him to meetings. He has a PBX phone on his desk and a mobile phone in his pocket, but he prefers to use the soft-client for voice calls when he is working at his desk or when he wants to use point-to-point video. However, if his attention is away from his PC, he wants his PBX phone to ring.

Here’s how Joe gets the maximum benefit from OpenScape...

8.1.1 In the office, working at his PC

● Joe is logged in to Windows Messenger, with its default status Online and the inactivity tim-er (“show me as Away when I’m inactive”) defaulting to five minutes.

● He sets all other associated devices to Offline. This tells OpenScape to exclude these de-vices from its calculations of combined device availability, but it does not prevent Open-Scape rules from routing calls to these devices.

8.1.1.1 Joe’s rule for “In Office”

Calls are routed first to his Windows Messenger, then to his desk phone, then to his mobile phone, then to voice mail, with an SMS notification to his mobile phone.


Using OpenScape -- Real-life Examples Nur für den internen Gebrauch

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Scenario for a Typical i-Worker

8.1.1.2 What OpenScape does

With all other devices except Windows Messenger set to Offline (meaning they are not included in Joe’s overall availability), the Messenger status alone determines his availability for voice and instant message:

● If he is using his PC, the phone icon and IM icon will be blue.

● If he is not active on his PC for more than five minutes, OpenScape uses the information from the Windows Messenger inactivity timer to set his phone icon and IM icon to gray.

As a result, other users can easily determine the best way to reach Joe and his incoming calls are routed based on his work habits.

8.1.2 In a meeting

When Joe changes his status to In Meeting, the rule associated with that status routes calls to his Self-Service Portal (voice mail), with an SMS notification to his mobile phone. The rule con-tains exceptions for calls from his boss or his wife, which are routed to his mobile phone.

As a result, most callers don’t have to wait while Joe’s voice devices are rung; their calls go directly to voice mail where they can use the options of the Self-Service Portal. Calls that may be urgent (that is, from his wife or his boss) ring Joe’s mobile phone.

8.1.2.1 WIth his laptop

If Joe has his laptop with him in a meeting, he changes the device mode for Windows Messen-ger to be IM-only so it is not taken into account when OpenScape determines his availability for voice calls.

As a result, Other users see his phone icon as gray (or red if the laptop was his only enabled voice device), so Joe’s colleagues can tell he may not be available for voice calls.

8.1.2.2 On the phone

When Joe is on a call, he does not like to be interrupted. If he has access to his Personal Portal, he can set his status to No Interruptions. The rule associated with this status routes all incoming calls to his Self-Service Portal.

As a result, his colleagues can clearly see that he does not wish to be contacted. (If he cannot access his Personal Portal, he is most likely on his mobile phone and he can use the busy call handling feature on that phone.)


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Nur für den internen Gebrauch Using OpenScape -- Real-life ExamplesScenario for a Typical i-Worker

8.1.3 Other scenarios

Be Right Back

When Joe goes out for lunch, he sets his status to Be Right Back. The rules for that are identical to his rules for In Meeting (all calls go to voice mail except those from his wife and his boss, which go to his mobile phone) but his colleagues can see the Be Right Back setting so they assume that they can check in an hour or so and Joe will most likely be at his desk.

On Business Trip

Incoming calls are routed to Joe’s mobile phone.

Out of Office

Incoming calls go to Joe’s mobile phone before 8:00 p.m. After that, they are routed to the Self-Service Portal.

On Vacation

Incoming calls are routed to Joe’s secretary.

Handling voice messages

There may be multiple voice mailboxes associated with Joe’s phones (for example, one for his mobile phone, one for his home phone, one for his desk phone.) He prefers to have most of his voice messages go to a single Inbox, which he can check with Outlook or with the OpenScape Voice Portal.

To do this, Joe just has to set his OpenScape time-out to be shorter than the RNA-forward tim-ers on his phone devices. That way, OpenScape will pull the call back and send it to the Open-Scape Self-Service Portal.

Exception: calls that busy-forward to a voice messaging system typically do not have a time-out period and are routed to the voice messaging system immediately. When this happens, the call goes to the device’s corresponding voice messaging system.

● If it is a PBX phone, the call may end up at the same inbox on Exchange if the PBX has unified messaging.

● If the destination is a mobile phone, then the call goes to the Service Provider voice mes-saging system.

● Alternatively, the mobile phone can also be set-up to route to the PBX extension so that it RNA-forwards to the Unified Messaging system.



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Using the Workgroup Portal

8.2 Using the Workgroup Portal

Presence information available from the Workgroup Portal makes it easier for Joe to collaborate with colleagues:

● He belongs to many workgroups but is sometimes late to meetings. He can look at the list of workgroups on his Personal Portal and see which one is currently in session. (The icon is blue.) He can then join the conference call.

● During a conference call, Joe can see the list of active participants. When a participant un-expectedly drops off (for example, drives into a tunnel and loses the mobile connection), OpenScape shows that the party has dropped off. Joe or any other conference participant can add the missing participant back to the conference with a single click.

8.3 What if Joe had a Siemens optiPoint 400 V.3 SIP Phone?

Siemens offers a SIP version of its popular optiPoint 400 standard IP phone which fully inter-operates with OpenScape. The great advantage of this phone is that it is treated by OpenScape as a registered device and its dynamic status changes are automatically detected by Open-Scape and reflected in the color changes of the phone icon in the Personal Portal.

Presence-related features of Siemens optiPoint 400 SIP Phone include:

● The SIP phone is automatically detected as a registered device so Joe does not need to configure it.

● Joe can configure function keys on his SIP phone to be associated with a specific contact. Pressing that button displays the OpenScape My Status setting for that contact. The LED associated with that function key lights when that contact is temporarily unavailable (that is, when the contact’s status is set to In Meeting, Be Right Back or No Interruptions).

● The dynamic status of the SIP phone is immediately reflected in the color of the phone icon in the Personal Portal.

– –While Joe is talking on the phone, his contacts would immediately see his phone icon as yellow, indicating busy.

– If Joe is not using the phone (phone is in an idle state), an on-line status is reported to OpenScape and the phone icon is blue.

– If Joe manually sets his phone to the Locked mode, an offline state is reported to OpenScape and his contacts see his phone icon as red, indicating offline.

> Note that these scenarios assume that there are no other voice-enabled devices like Windows Messenger in on-line status. To realize the full potential of the SIP phone’s use of presence information, Siemens recommends setting all other voice-enabled devices to offline.


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Nur für den internen Gebrauch Using OpenScape -- Real-life ExamplesWhat if Joe had a Siemens optiPoint 400 V.3 SIP Phone?

– If the phone rings but Joe does not answer, the phone reports an unknown state to OpenScape and his contacts see his phone icon as gray, indicating unavailable. The next time he does anything with the phone, an on-line status is immediately reported back to OpenScape and the phone icon turns blue.



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What if Joe had a Siemens optiPoint 400 V.3 SIP Phone?


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Nur für den internen Gebrauch Frequently-Asked Questions

A Frequently-Asked Questions

Q: I've changed my status in Windows Messenger but it hasn't changed in OpenScape. Why?

A: Changing your status in Windows Messenger does NOT automatically update your Open-Scape status, or vice-versa. You should use OpenScape as the primary way to convey your per-sonal status. Set your status in Windows Messenger only to indicate its availability as a device.

Q: If I shut down the PC where OpenScape is running, will other users who have me as a con-tact still be able to see my status?

A: Yes! That is why you should keep your status current at all times. If you are leaving the office and shutting down your PC, remember to set your status appropriately. But if you forget, you can always call the Personal Portal and change your current status that way.

Q: How does OpenScape help me prioritize how and when specific people can get in contact with me?

A: OpenScape allows each user to define rules that specify who can contact you, by which me-dia and under what conditions.

Q: If other people have me listed as a contact, they should be able to tell by the voice icon next to my name whether I am available to be reached by a voice call. But when I'm on the phone, the voice icon doesn't change. Why?

A: The phone icon shows the combined availability of all of the voice devices that are defined for you. That includes your Windows Messenger voice client, and any additional voice devices you may have defined, such as your office phone, mobile phone, home phone, etc. When you change the presence status on your Windows Messenger client, OpenScape knows this and updates the presence status of that device for voice and IM. However, unless your company has an arrangement with your mobile carrier and/or the public network carrier that provides phone service to your home, OpenScape has no way of knowing the availability of those devic-es. Your office PBX phone may have multiple lines, in which case being busy on one line does not necessarily mean the device is unavailable. If your office phone is a SIP phone managed by OpenScape, then OpenScape will be able to provide presence status updates to that device.

Q: When I join a multimedia workgroup session late, or I've initially joined by voice only and now I want to see the current document under review, how can I get to the document?

A: Find the current workgroup in your My WorkGroups. Click the name of the group, which will launch your Workgroup Portal. Select the document from the list of documents on your Work-group Portal.

Q: How do I delete a workgroup I no longer need?

A: Note that only the owner (person who initially set it up) can delete a workgroup. If you are the owner, you can select the workgroup in My Workgroups and click .

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Nur für den internen Gebrauch Index

Index Z

Aaccess to OpenScape features 1-2accessing calendar by phone 5-2actions for rules 4-1activating Tell Me When feature 3-4adding a party to a call 3-7adding OpenScape contacts 2-3adding parties to a conference 3-8Adobe documents, viewing in workgroup por-tal 7-4

answer option for workgroups 7-1appointments made by Outlook Contacts 6-3appointments, managing by phone 5-2appointments, reviewing by phone 5-2associated devices

about 3-1creating 3-2modifying or deleting 3-2setting presence 3-2

audio conferencing 1-3availability of media type 3-3availability of voice devices A-1

Bbackup owner for workgroup 7-1

Ccalendar access for Outlook Contacts 6-3calendar appointments, managing by phone 5-2

call forwarding on optiPoint 400 SIP phone, recommendation 3-9

call join feature on optiPoint 400 SIP phone, recommendation 3-9

call status, viewing 3-6call, disconnecting 3-6call, making 3-6calling contacts 3-6changing links in your web greeting 3-13changing OpenScape status by phone 5-1

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changing preferred phone 2-4Collaboration Package with OpenScape fea-tures 1-2

communicating with contacts 3-3conditions for rules 4-1conference call, making 3-8conference, starting 3-8conference, web 7-2configuring OpenScape as trusted site 2-2contact guests accessing private documents 6-4

contact information, reviewing and managing by phone 5-2

contact status, determining 3-3contact, communicating with 3-4Contacts (Outlook) using Self-Service Portal to set up appointments 6-3

contacts in OpenScape, described 1-4contacts in OpenScape, setting up 2-3contacts using Self-Service Portal to set up appointments 6-3

contacts, communicating with 3-3Core Package with OpenScape features 1-2creating rules 4-2, 4-3custom email option for workgroups 7-1custom layout for Personal Portal 2-5

Ddefault greeting for Outlook contact 6-1default rules 4-2default settings for Tell Me When feature, changing 3-5

default web greeting 3-11default web greeting, customizing 3-12deleting a workgroup A-1devices in OpenScape, described 1-4devices, about 3-1devices, preferred 2-4dialpad 3-7digits, sending 3-7

Z-1

Index Nur für den internen Gebrauch

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disconnecting a call 3-6document viewer, opening documents in 7-3documents for contact guests, making avail-able 6-4

documents in web browser, viewing 7-3documents in workgroup portal, viewing 7-3documents, accessing from Self-Service Por-tal 6-4

DTMF tones, sending 3-7

Eemail messages, listening to 5-1email messages, listening to by phone 5-1email, preferred 2-4examples 8-1exceptions for rules 4-2exceptions to rules 4-1

FFAQs A-1feature packages for OpenScape 1-2features of OpenScape 1-3File Download window, configuring 7-3folders for Interaction Center 3-11ForwardAccesstoUse folder 3-12frequently-asked questions A-1

Ggetting started with OpenScape 2-1greeting for all your callers 3-11greeting for contact guest, changing 6-3greeting for your contact guest 6-1greetings for your callers, overview 3-10guest greeting, overview 3-10GuestContent 6-1GuestContent.htm file 6-1, 6-3

Hhanging up a call 3-6Hello greeting for your callers 3-10hold / unhold feature 3-6

Iicons for availability 3-3icons representing contact status 3-3

IM, preferred 2-4Inbox, listening to emails 3-14instant messaging service 1-3instant messaging, preferred 2-4integration of Outlook and OpenScape 3-14Interaction Center folders 3-11Interaction Center folders in Outlook 3-11i-worker, scenario 8-1

JJoe using OpenScape 8-1Journal, logging entries in 3-14

Kkey concepts 1-4key features 1-3

Llanguage, preferred 2-4language-specific folders 3-11layout for Personal Portal, selecting 2-5leave message link in your web greeting, modifying 3-13

links in your web greeting, modifying 3-13listen to email and voice messages 5-1listening to appointments by phone 5-2

Mmaking calls 3-6making documents available to callers 6-4Managing 7-1media type, overall availability 3-3members of workgroup, selecting 7-1menu tree for Voice Portal 5-3Messenger, using with OpenScape 3-15modifying links in your web greeting 3-13multimedia collaboration 1-3multimodal communications 1-3my preferred phone 2-4My Status

changing by phone 5-1description 1-4feature in OpenScape 2-3not affected by PC shutdown A-1setting 2-3

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using 8-1

Nnon-contact, calling 3-6notification when contact becomes available 3-4

Oone-number service 1-3opening documents in web browser 7-3OpenScape contacts, adding 2-3OpenScape feature packages 1-2OpenScape integration with Outlook 3-14optiPoint 400 SIP phone

disabled features 3-9recommendations for using with Open-Scape 3-9

using with OpenScape 3-9optiPoint 400 V3.0 SIP phone

automatically configured 2-4Outlook Contacts using Self-Service Portal to set up appointments 6-3

Outlook contacts, about 2-3Outlook folders for documents 6-4Outlook folders for Interaction Center 3-11Outlook integration with OpenScape 3-14Outlook Journal, logging entries in 3-14

Ppackages with OpenScape features 1-2parties for workgroup, selecting 7-1password for Voice Portal, changing 2-4pasword for web conference provider, config-uring 2-5

PDF files, viewing in workgroup portal 7-4personal greetings, stored in folders 3-11Personal Portal, layout 2-5personal status on optiPoint 400 SIP phone, recommendation 3-9

phone access to calendar 5-2phone access to your emails 3-14Phone Greeting wav file 3-10phone, preferred 2-4PhoneGreeting 3-10

portals in OpenScape 1-4predefined statuses 2-3preferences for OpenScape 2-4preferred devices 2-4preferred phone 2-4presence, rules 4-8presence-based contact managment 1-3priority contact handling 1-3private documents, making available to con-tact guests 6-4

profile, managing by phone 5-1providers for web conferencing,configuring 2-5

putting a call on hold 3-6

Rreaching a contact 3-3real-life examples 8-1registered devices

about 3-1changing media 3-1changing names 3-1

retrieve documents link in your web greeting, modifying 3-13

reviewing and managing contact information by phone 5-2

reviewing appointments by phone 5-2reviewing upcoming appointments by phone 5-2

rulesactions 4-1changing, deleting 4-6conditions 4-1creating 4-3described 4-1exceptions 4-1, 4-2lists of users and dates 4-7routing to my device or person list 4-5

rules for presence 4-8rules for routing communications 4-1Rules Wizard 4-2Rules Wizard, using 4-2rules, default 4-2rules, using 8-1

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Sscenarios for using OpenScape 8-1Select 2-4, 2-5Self-Service portal, accessing documents from 6-4

Self-Service Portal, making appointments 6-3

sending digits during a call 3-7Set 2-3setting up OpenScape contacts 2-3setting your status on the Personal Portal 2-3starting a conference 3-8starting a web conference 7-2status in OpenScape 2-3status in Windows Messenger 2-3status in Windows Messenger does not affect OpenScape status A-1

status on optiPoint 400 SIP phone, recom-mendation 3-9

status, setting 2-3status, setting from Personal Portal 2-3storing documents in Outlook folders 6-4

Ttab in Windows Messenger, installing Open-Scape as 2-1

tab on Windows Messenger 3-15Tell Me When feature

activating 3-4changing defaults 3-5deactivating or changing 3-5described 3-4

transferring a call 3-6, 3-7trusted site, adding OpenScape 2-2

Uunified messaging 1-3user profile, managing by phone 5-1Using 4-2

Vviewing documents in web browser or docu-ment portal 7-3

viewing PDF files in workgroup portal 7-4

viewing workgroup documents 7-3voice call, making 3-6voice conference call, turning into web con-ference 7-2

voice conference with OpenScape contacts, starting 3-8

voice conference, starting 3-8voice device, preferred 2-4voice devices, availability A-1voice message, creating 5-1voice messages left by callers 3-10Voice Portal

description 5-1menu tree 5-3

Voice Portal package with OpenScape fea-tures 1-2

Voice Portal, listening to messages 5-1

Wwav file greeting for your callers 3-10web browser, opening documents in 7-3web conference providers, configuring 2-5web conference, starting 3-8, 7-2web greeting

customizing 3-12default 3-10modifying links 3-13

web greeting, overview 3-10WebGreeting HTML file 3-11when others call you 3-10Windows Messenger 3-15Windows Messenger contacts, about 2-3Windows Messenger tab 2-1Windows Messenger tab for OpenScape, in-stalling 2-1

wizard for creating rules 4-2workgroup documents, viewing 7-3workgroup, deleting A-1workgroups

backup owner 7-1custom email option 7-1managing 7-1selecting members 7-1selecting parties 7-1


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www.siemens.com/hipath

Siemens AG 2003 • Information and Communication Networks • Hofmannstraße 51 • D-81359 München, GermanyReference No.: A31003-S5020-A800-1-7619 Printed in the Federal Republic of Germany. Subject to availability. Right of modification reserved.

The information provided in this document contains merely general de-

scriptions or characteristics of performance which in case of actual use do

not always apply as described or which may change as a result of further

development of the products.

An obligation to provide the respective characteristics shall only exist if

expressly agreed in the terms of contract.

*1PA31003-S5020-A800-1-7619*