sme web-session openscape office v3 customer value story

Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG

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SME WEB-SessionOpenScape Office V3 Customer Value Story

Rolf Müller, VA SME MIC

February 16, 2011




OpenScape OfficeCustomer Presentation




Agenda

Communication is changing…

Our Offering

Use Cases

Next steps

Deployment

Best practices

1

2

3

4

5

6

February 2011




Communication is changing

Presence - that allows you to see if your friends are online

Voice / IM Chat - that lets you communicate and chat instantly

No ability to keep track of colleagues

MSN Messenger

Apps – download and use them to make your life easier

SMS - Quickly talk and chat with friends on the go and receive instant feedback

Chat - that allows you to keep in touch with your family and friendsEmail Integration – have all your conversations and contacts in one place

What are you using for Business?

No way to instantly chat by voice or IM

No real integration between PC and CommunicationsPhones just talk - PC just compute

… and they don‘t work together

You are missing out!!!

February 2011




Wouldn‘t it be amazing to have…

Presence - that allows you to see if your colleagues are available

Voice / IM Chat - that lets you communicate and chat with your colleagues and business partners

Outlook Integration – Have all your emails, voicemails, messages and faxes integrated on your desktop

Smartphone – Use your preferred mobile device and integrate it into your daily business life

And have even more ?

All in a single solution!

Providing all these services in a easy to

deploy product,

Business grade features integrated in a

All-in-one solution

Seamlessly across multiple office locations

Drag & Drop Conferencing

Personal Auto-Attendant

DeviceInterworking

February 2011




Communications TodayWhy your technology may be let you down

Dissatisfied Customers

Less productive & unhappy employees

Mobility becoming increasingly fundamentalto business

Rising customer service expectations

Increasing relianceon communication &

collaboration to conduct business

Employees demand the same

communication capabilities as in their

personal lives

Cross-site employeecommunication &

collaboration

Growing range ofuncoordinated

communicationstechnologies

February 2011




Communications TodayAddressing your communications challenges today & tomorrow

Dissatisfied Customers

Less productive & unhappy employees

Mobility becoming increasingly fundamentalto business

Rising customer service expectations

Employees demand the same

communication capabilities as in their

personal lives

Cross-site employeecommunication &

collaboration

Growing range ofuncoordinated

communicationstechnologies

Call Me

PersonalAuto-Attendant

Contact Center

UCC Networking

UC functionality onany device

Social Media (IM & Pr.)SeamlessIntegration into

MS Outlook

Mobile Clients

One Number Service

Call Me

Increasing relianceon communication &

collaboration to conduct business

OpenScapeOffice V3

UC for SMBs

Drag & Drop Conf.

Group Chat

Chat with 3rd party IM

February 2011




OpenScape Office Uniquely simplifies communications through an

“All in One” UC Solution for single and multi-site SMBs

Serve your customers better

OpenScape Office Addressing the needs of SMB customers

Make the smart investment in OpenScape Office and:

The most complete

all-in-one UC solution

presence, telephony, mobility,

conferencing, IM, voicemail,

directory, fax, contact center

Easy-to- access & use

Intuitive clients, seamlessly

integrated in MS Outlook,

independent of your current location or

device

Easy-to- install & manage

supporting single and multi-site

installations, as well as

virtualized deployments

Get more done

Lower your communication costs!

February 2011




OpenScape OfficeSimply the best Unified Communication and Collaboration solutions for SMBs!

The most complete All-in-One UC offering for SMBs including Voice, Presence, Conferencing, Messaging, IM, Fax and Contact Center

The most flexible and scalable deployment from standalone to multisite, from convergedto full IP, as appliance, on standard server and for virtualized environments

The most innovative user experiencefor PC Desktops, MS Outlook, Smartphones/Mobile, Desktop-Phones

Make the smart investment with OpenScape Office Get more done – Server your customers better – Lower your communication costs

February 2011Page 10




Agenda


Our Offering

Use Cases

Next steps

Deployment

Best practices

1

2

3

4

5

6

February 2011




OpenScape OfficeSolution Overview

OpenScape Office MX

All-In-One UC appliance solution Supporting up to 150 users

Pure Software UC enabling virtualization

Supporting up to 500 users

OpenScape Office LX

Server-Based UC solutionfor HiPath 3000 installations

Supporting up to 500 users

OpenScape Office HX

Click here for moreinformation






Click here for moreinformation on clients & devices

Click here for moreinformation on clients & devices

New

New

Common OpenScape Office UCC solutioncombines

MobilityVoice MessagingContact CenterUC

Network Services

SocialMedia

SessionControl

Network-wideUser Management

PresenceFederation

WLAN Management

Call DataRecording

Administration and Licensing

SIPTrunking

February 2011

Enhanced

EnhancedEnhanced




OpenScape Office


OpenScape OfficeThe All-in-one UC Solution to Your Communications Issues!

Live Call RecordingIntegrated Presence

Visible Voicemail Fax Mailbox Call Journal

Directory Access

Call Pop-ups

Click-to-Dial MobilityPersonal Auto-AttendantPersonal NotificationsOne Number Service

Instant Messaging

Favorites

Social Media

OutlookIntegration

Click on the different features to get more information

Click on the different features to get more informationFebruary 2011

Page 15




OpenScape Office

OpenScape Office - Contact Center Improve First Call Resolution and Customer Service

Team Information

Individual recordingof contact center calls

Arrangeagent desktop

controls

Hands-freecontrols

Agent Functions

Contact Center Callsvoice, fax & email

Integrated PresenceCall Pop-ups

Reports

Click on slideto get more information

Click on slideto get more informationFebruary 2011

Page 16




OpenScape Office Further Enhancements on SIP Interface

Use of SIP Trunking instead of costly PSTN PRI trunks

Buy incremental capacity based on actual usage models instead of fixed PRI scheme

SIP implementation follows the SIPconnect Technical Recommendations

SIP Trunking certified with mayor carriers More than 55 VoIP Providers haven been

already tested and released

Information on our tested & released providers and process via SEN wiki

SIP Trunking

Enhanced Open SIP Architecture – open up user features

SIP devices supporting “3PCC” can be controlled by the OpenScape Office

Additional SIP features supported:caller names, blind transfer, call forwarding, call waiting, message waiting indication and distinctive ringing

3rd Party SIP Devices certification via OpenScape Ready program

More Information how to connect SIP devices can be found on SEN wiki

SIP Devices





OpenScape OfficeInterfaces & Integration

Microsoft Exchange Connectivity

Exchange 2003 2007 & 2010

Open Interfaces & SDK

CSTA, TAPI, LDAP, XMPP

MS Terminal Server Windows Server 2003 & 2008 (32 & 64 bit)

Microsoft Office Dial from any application

Office 2003 2007 & 2010

CITRIX Support Citrix Presentation Server 4.5, XenApp 5.0 & 6.0

Microsoft Outlook Integration Outlook 2003 2007 & 2010 (32 bit)

Desktop OS

Windows XP Windows Vista Windows 7 (32 & 64 bit)

VMware Virtualization VMware Server vSphere

OpenScapeOffice

Interfaces&

Integration

Server OS Linux Support Novell SUSE Linux Enterprise 11

Browser Support Firefox 3 Internet Explorer 6 & 8

Mobile Browser Support Firefox Internet Explorer Safari

Continuous support of the latest releases & versions





Agenda


Our Offering

Use Cases

Next steps

Deployment

Best practices

1

2

3

4

5

6





OpenScape OfficeDeployment Models

Unified Communications for the hybrid world – TDM, analog, or IP

Up to 500 users Traditional voice conferencing

services Ideal value-add option to integrate

UC into HiPath 3000 installed base OpenScape Office Multimedia

Contact Center for HiPath 3800

OpenScape Office HX with HiPath 3000

IP-based Unified Communication and voice pre-integrated in a single box

Up to 150 users UC Networking with MX and LX

systems (voice networking with H3K) Pure IP/UC solution delivers Internet

Telephony at an exceptional value OpenScape Office Multimedia

Contact Center starting with as few as 4 agents

OpenScape Office MX

Software-based Unified Communications systems on standard Linux server

Up to 500 users UC Networking with MX and LX

systems (voice networking with H3K) Pure IP/UC solution supporting

virtualization for SMBs OpenScape Office Multimedia

Contact Center starting with as few as 4 agents

OpenScape Office LX

Common OpenScape Office UC solutioncombines

MobilityVoice MessagingContactCenterUC

Network Services

SocialMedia

SessionControl

Network-wideUser Management

PresenceFederation

WLAN Management

Call DataRecording

Administration and Licensing

SIPTrunking





UCC Networking Explained

Extended UC DomainExplained…

Why UCC Networking is also important for SMBs

Many Businesses have multiple locations (branches, sales offices etc.) or offices on a single campus

Site expansion is also typical as small and medium sized businesses grow

The need to communicate and collaborate as one entity is especially critical for smaller companies trying to compete with large enterprises

Benefits

Always know the availability of your colleagues in other locations and the best way to reach them

Stay within reach of your colleagues and customers from any device and location

Leverage powerful social media integration to extend your communications reach

Managing one single UC domain vs. multiple redundant standalone deployments

“UCC Networking involves multiple locations running

OpenScape Office and behaving as if there are

on one system”

Network-wide Presence and Chat

Single Directory

Unified Management





How the market leader VMware explains virtualization for SMBs?

VirtualizationEnabling Always On IT

Virtualization for Small and Midsize Business

…and it is not just for the Fortune 500 anymore!

SMBs face many of the same IT challenges as larger enterprises, trying to accommodate increasing demand for new IT capabilities and services.

SMBs often place even greater emphasis on cost savings and on protecting business critical systems and data, since shrinking IT staff and budgets…

Specifically, SMBs are seeing improvements in:

Time spent on routine IT administrative tasks

Backup and data protection

Application availability

Ability to respond to changing business needs

Business continuity preparedness

Company profitability and growth rateSource: VMware SMB Survey

“Virtualization is a way to abstract

applications and their underlying

components away from the hardware supporting them”





OpenScape Office LX is the first software based SMB UC solution allowing Virtualization services

Benefits and Motivation of virtualized environments

Reduction of physical Server-Parks -> HW costs, Space

Re-organization due to server rank-growth (server farms got out hand)

Need of Centralized Management due to high number of applications

Enhanced reliability

Ease of Data Backup and Restore

Scalability

Monitoring

Re-use of old OS systems in a virtual environment

Green IT aspects (One Server needs less power)

Reduced Service Hours

OpenScape Office LX

supports virtualization

with

OpenScape Office V3Enabling Always On UC for SMBs





Page 24February 2011

OpenScape OfficeSurvivability options

Monitors and detects virtual machines for “guest OS” failures and automatically starts virtual machines

Detects server failures automatically, using a “heartbeat” on servers

Restarts virtual machines almost instantly without human intervention on a different physical server

In case of fail over LX will restart immediately with existing configuration; no further licenses needed

VMware – High availability

Dedicated Standard Industry Server Redundant power supply Linux SW based redundant hard

disks (RAID) two physical HD’s recommended

ECC RAM to detect and correct RAM errors

High Availability Server HW

OpenScape Office LX to MX failover scenario, when OpenScape Office MX is used as gateway

In case of LX emergency, OS IP devices will automatically re-register via second standby registration setting towards existing MX system

Voice functionality can be used during the emergency mode

OpenScape Office free base package extensions can be used to ensure availability of key people

MX failover - survivability

OpenScape Office Survivability – It is your choice




Agenda


Our Offering

Use Cases

Next steps

Deployment

Best practices

1

2

3

4

5

6





OpenScape Office V3 Use Cases - Overview

Social Media IntegrationHiPath 3000 as GatewayMove HiPath 3000

into UC Domain

International

OpenScape Office MX / LX in a single campus environment

Campus Regional / National

Multiple OpenScape Office MX / LX in an nationwide deployment

International deployment of multiple OpenScape Office systems utilizing UC Networking via XMPP service

Use of HiPath 3000 V8 as single Gateway for OpenScape Office deployments

HiPath 3000 migration into a UC Domain deployment with OpenScape Office

Presence Federation with external 3rd party IM services supporting XMPP (e.g. Google Chat)





OpenScape Office NetworkingUse Case – Campus

OpenScape OfficeCampus Scenario

Examples of a Campus deployment include:

Small Startup Company with two offices in a business parkSmall college campus or schoolExisting medical clinic that is expanding the practice and needs another building

OpenScape Office in each office / building Interconnected via Ethernet LAN, sharing one access

to PSTN (digital or SIP Trunk) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility

Solution

Integrated Presence and Chat Drag & Drop Conferencing Single company-wide directory Central Attendant Service Central Visible Voicemail

Features / Capabilities

Always know the availability of your team members Ease of use with UC client integration on preferred device Stay within reach of your colleagues independent of

device Reduced costs with central or automated Attendant

service

Benefits

PSTN

IP

Campus

MX MX

LX





OpenScape Office NetworkingUse Case – Regional / National

OpenScape OfficeRegional/National Scenario

Examples of a Regional/National deployment include:

Travel Agency with offices in different cities across local country / region Car dealer who is expanding his business with a new branch in the same cityTruck company who opens up a new branch in a different city

OpenScape Office in each location (city, region) Interconnected via ITSP or Internet, using multiple

access to PSTN (digital or SIP Trunk) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) / my Agent (Contact Center) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility

Solution

Integrated Presence and Chat Drag & Drop Conferencing Single company-wide directory Central Attendant Service Integrated Contact Center


Always know the availability of your team members Ease of use with UC client integration on preferred device Reduced travel costs by using integrated conferencing Stay within reach of your colleagues independent of

device

Benefits

Regional/National

ITSP/Internet

PSTNPSTN

Munich Berlin

Hamburg

+49 89 … +49 30 …

MX MX

LX





OpenScape Office NetworkingUse Case – International

OpenScape OfficeInternational Scenario

Examples of a International deployment include:

A global acting Service company who has different Partners around the world who provide the local on-site servicesA sports factory in USA with an outsourced manufactory in Asia Holding with different companies around the globe

OpenScape Office in each country / office / building Internet access (UC interworking via XMPP service) Voice Connection via public network (Optional: SIP-Q networking)

myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition

Solution

Integrated Presence Instant Messaging Favorites Lists with Presence Visibilty Drag & Drop Conferencing(Optional: SIP-Q Networking via VPN enabling extended featureset)


See the availability of your most important contacts Quick answers from business partners using Chat Easy to use Drag&Drop Conferencing with global partners,

reducing setup times and costs

Benefits

International

San Francisco

MX

Hong-Kong

MX

Cape Town

LX





OpenScape Office NetworkingUse Case – HiPath 3000 as a Gateway

OpenScape OfficeHiPath 3000 as a Gateway

Examples of a H3k V8 Voice Networking deployment include:A transport company with a big demand of existing analog devices and faxes A factory where parts of the IT Infrastructure are VoIP-readyA company using their existing HiPath 3000 V8 as a single gateway and expand /modify their business

OpenScape Office and HiPath 3000 in the office / building Interconnected via Ethernet LAN to HiPath 3000 V8

(Single Gateway with access to PSTN) For OpenScape Office MX/LX Users:

myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility

Solution

PSTN

HiPath 3000 as a Gateway

HiPath 3000 V8LX

IP

Full featured SIP-Q Voice Networking between OpenScape Office MX/LX and HiPath 3000 V8

Extended carrier-access via HiPath 3000 PSTN moduls Full featured UC for OpenScape Office MX/LX users


Save HW costs and protect investment by using existing HiPath 3000 as a single gateway for carrier access

Re-use existing analog devices and faxes with HiPath 3000 V8

Benefits





OpenScape Office NetworkingUse Case – Move HiPath 3000 into UC Domain

OpenScape OfficeMove HiPath 3000 into UC Domain

Examples of HiPath 3000 migration into a UC Domain deployment include:A transport company who wants to expand their business with more employees and infrastructureA company who is moving partially in a new buildingA company using their existing HiPath 3000 V8 as a gateway and expand /modify their business

OpenScape Office and HiPath 3000 in the office / building Interconnected via Ethernet LAN to HiPath 3000 V8

(with access to PSTN ) For OpenScape Office MX/LX Users:

myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility

Solution

Move HiPath 3000 into UC Domain

TDM device TDM device

IP deviceIP device

H3K V8

IP deviceIP device

Open UC Domain

MX/LX

Full featured SIP-Q Voice Networking between OpenScape Office MX/LX and HiPath 3000 V8

Extended carrier-access via HiPath 3000 PSTN moduls Full featured UC for OpenScape Office MX/LX users


Save HW costs and protect investment by using existing HiPath 3000 as a gateway for carrier access

Reduce infrastructure costs by using one network for voice and data

Benefits





OpenScape Office NetworkingUse Case – Social Media Integration (with XMPP*)

OpenScape OfficeSocial Media Integration

Examples of a Public XMPP deployment include:

A telecommunication company with contractors they just work for a limited time on a projectA consulting office who works together with several free-lancersA service company with different offices with MX/LX and outsourced service partners for the delivery

OpenScape Office in each office (Company) Internet access (UC interworking via XMPP service) Voice Connection via public network

Client (Contractor, Free-Lancer, partner) Internet Access with IM Service provider (XMPP cap.) Voice Connection via public network

myPortal clients (Desktop, Outlook) myAttendant (Receptionist) myAgent (Contact Center Agent)

Solution

Integrated Presence Instant Messaging Drag & Drop Conferencing


Always know the availability of your team members, contractors, Free-Lancer and Partners

Quick answers from business partners using Chat Easy to use Drag&Drop Conferencing with global partners

Benefits

Social Media Integration

ITSP/Internet

MX

LX

* XMPP: Extensible Messaging and Presence Protocol





Agenda


Our Offering

Use Cases

Next steps

Deployment

Best practices

1

2

3

4

5

6





OpenSmart – Best practicesfor Unified Communications and Collaboration

Best Practices Benchmarking Processes Validation Tools Migration

Reliability

Security

Serviceability

Manageability

Extended deployments

Improved Workflows

Reduced IT costs

All in One

Reach & Scale

Networking

Single Management

OpenSmartBest Practices framework

Solutiondesign

Businessadoption

Productdesign

“OpenScape Office really is one of those ground breaking products which change the shape of the industry.”

Ian Allmark, Managing Director Lloyds Business Communications





TES Aviation GroupOpenScape Office

Solution

OpenScape Office MX – unified communications and critical data network capabilities in an easy to install service application

‘One number’ capability and ‘presence’ solution for the needs of small and medium-sized business (SMBs)

Full installation, staff training and technical support solution from Siemens Enterprise Communications’ accredited Go Forward! partner, Pinnacle Group, comprising system design, installation, user training and technical support

Value

‘One number’ customer service with presence for all employees through integration of the telephony system with Microsoft Outlook

Average departmental time saving of 5-10 minutes a day through the system’s multiple voicemail recording function

Reduced costs with integrated teleconferencing facilities

Handheld devices integrated into daily operations

Faster and more flexible administration capabilities

Flexible foundation for future collaboration needs

TES Aviation Group provides “total engine support” – world-wide aircraft engine maintenance management services and effective technical, commercial and logistics management for carriers’ aircraft engine portfolios





Merkana Travel AgencyOpenScape Office

Solution

OpenScape Office MX – unified communications solution with integrated OpenScape Office Contact Center service

SEN retailer Telefonbau Schneider, determined that OpenScape Office was the ideal solution to meet all customer requirements, requested by the business travel agency.

The integrated multi-channel contact center offers presence status information and achieves superior first –contact resolution via all communication channels, such as fax, e-mail and telephone.

Value

‘Higher customer satisfaction thanks to better reachability

Smooth transition and fast acclimation through intuitive PC user-interface

Optimized work routines, which offer opportunities to increase earnings

Seamless integration in the existing infrastructure

Investment protection, because existing phone and communication systems can still be used

Reduced operating costs thanks to easy administration

Merkana Travel Agency is a reliable and competent partner throughout Germany for upmarket business and personal travel. Because with the Merkana service oasis, your vacation starts with your booking. Companies appreciate the individual business offerings and smooth procedures…





OpenScape Office Why customers like the product

“OpenScape Office MX provides great value to our SMB customers because it offers the full benefits of an end-to-end UC solution while being affordable for a smaller business. Sam Wood, VP Sales UC - Innovative Technology Group

“We’ve found OpenScape Office MX is straightforward and requires little training, …. We think it’s a great product. It’s a lot less steps. It’s a lot less hassle. Our customers are much happier,”

Wendy Marks, IT support and LAN analyst - Member Insurance Agency.

“OpenScape Office MX fits the job better than anything else out there. It is the best all-in-one unified communications product on the market. It meets the centre's current needs while offering the flexibility for future requirements as more business are attracted or call volumes increase.”

Iain Simpson, Managing Director Active Voice and Data (AV&D)

“Especially when unforeseen events occur, customers expect prompt availability – we saw this once again most recently when the airlines were grounded by the eruption of the volcano in Iceland. Thanks to OpenScape Office, we were able to adjust our customer service capacities to the situation immediately. …An indispensable advantage for all of our business customers.”

Alexandra Beital, General Manager - Merkana Reisen GmbH & Co. KG


Smart Investment

Get more done






Siemens has a long history of selling voice and advanced communications applications and has an impressive installed base of SMB customers across Europe.

OpenScape Office MX is built as a complete all in one voice and networking offering for small businesses, reducing the need for separate boxes.

Siemens has a strong presence, ample channel partners and delivery capabilities across Western Europe.

The OpenScape Office suite features a rich range of UC applications, including voice, conferencing, voice mail, messaging, mobility, multimedia contact center and presence/IM applications.

SMBs across Western Europe should consider Siemens if they are looking for an all in one, full featured UC solution

Rating: Positive

Gartner - SEN’s strong standing

Source GartnerMarket Scope for

UC/SMB in Western Europe

OpenScape Office What the analysts are saying





Agenda


Our Offering

Use Cases

Next steps

Deployment

What others are saying

1

2

3

4

5

6





Lower Communications Costs

Serve Customers Better

Get More Done

Enable Social Networking to expand reach of key customers Integrated contact center with unique presence and UC

integration for superior first contact resolution Control and prioritize calls to resolve key issues first

Collaborate better with automatic integration between presence, voicemail, Outlook calendar and contacts

Efficient communication independent of device and location Reach out faster via drag & drop conferencing, IM,

and “click to dial” from any application

OpenScape OfficeSimply the best

Makethe smart

investment!

Decreased call volumes with Public Chat Integration Built in managed and ad-hoc conferencing Leverage lowest-cost communications with SIP Trunking (up

to 30% savings) HW cost savings by leveraging SW virtualization capabilities





Thank you




Feature Details




OpenScape Office


OpenScape OfficeThe All-in-one UC Solution to Your Communications Issues!

Live Call RecordingIntegrated Presence

Visible Voicemail Fax Mailbox Call Journal

Directory Access

Call Pop-ups

Click-to-Dial MobilityPersonal Auto-AttendantPersonal NotificationsOne Number Service

Instant Messaging

Favorites

Social Media

OutlookIntegration





myPortal for Outlook Increase revenue opportunity, increase productivity

A familiar, single view of all emails, faxes, etc. in one portal

Install a simple plug-in to integrate myPortal with Outlook

Presence status automatically changes based on keywords in your calendar

Lower chance for missed opportunities because they

“slipped through the cracks”

Little training required

Improved staff satisfaction

Click to go backClick to go back





Integrated Presence Increase productivity and satisfaction

See who is already on another call

Set presence status via your Outlook calendar

Increase productivity

Decrease phone tag

Voicemail changes automatically to reflect presence status, so external and internal users are presence-aware!

Provide individual written presence information






Drag & Drop ConferencingDecrease operational cost, increase productivity

Instantly start a conference call directly from MS Outlook!

Eliminate 3rd party conferencing service

Reduce unnecessary travel expenses

Drag & Drop internal and external contacts via the Favorites List

Visually manage call setup and save frequently used conferences






One Number ServiceIncrease productivity, decrease training costs

Control how calls are routed depending on your presence status

Give out one number, not 3, 4 or more

Set up specific rules for VIPs that override standard policy

Never miss a key call

again!

Increase availability

on your terms

Keep your customers

happy






Directory Access Increase productivity and employee satisfaction

Find contacts quickly and easily with combined directory searching

Central directory covering contacts in all office locations including their current availability

Imports:Personal Directory: Outlook contactsCompany Directory: Corporate contacts via LDAP connect or importInternal Directory: All OpenScape Office users that are directly entered into the OpenScape Office Network are automatically available

No more fumbling between multiple directories to

collaborate

Save time and frustration






Personal NotificationsIncrease productivity, decrease training costs

Always know when you have received an incoming voice or faxmessage

Choose how and when to be notified

Be informed and act accordingly

Improve your customer responsiveness

Critical for sales reps, managers, and other key staff






Visible Voicemail Increase productivity, improve workflow

Prioritize voice messages. Know which message to respond to first before even listening to them.

Click and play to retrieve voice messages via phone or computer speakers

Send an email with a voicemail attached as a .WAV file

Current and manageable information

Never miss an important call

ONE system to log into






Fax BoxIncrease productivity, improve workflow

Receive, view, and manage fax messagesas they come in

Forward, save, and file fax messages as needed

Use a simple print driver for outgoing fax messages

Never miss a fax message (order, instruction, contract)

Secure, current and manageable information

One screen, one system






Instant MessagingIncrease productivity and employee satisfaction

Quickly communicate with contacts from your Favorites list

Communicate in real time with multiple team members instead of waiting for emails

React and make decisions faster

Collaborate better






Call Pop-ups and Live Call RecordingIncrease response time and satisfaction

Be immediately informed when important calls come through

Record important live phone calls when you are already in a call Faster response

time

Keep track of customer issues






Personal AutoAttendantIncrease productivity, decrease training costs

When you are unavailable, allow your customers to talk to a colleague or assistant instead of going to voicemail

Simply click a button to record your personal menu

Professional, automated

customer care

Intuitive interface

requires little training






Call JournalIncrease productivity, improve workflow

Your call journal displays your call history. Don’t go crazy trying to remember who you have called and who you haven’t reached, yet

Easily track which customers, vendors, and other contacts with whom you need to get in touch

Eliminate need to log into multiple

voicemail systems

Improved customer care






Favorites ListIncrease productivity and employee satisfaction

See all your Favorites independent from their office location in one view; IM or call them with just a click

Dial a favorite via any number (office, mobile, etc.) directly with one click

Drag and drop your favorite people from any one of the combined directories

Increase productivity by grouping

contacts into teams or projects

See who is available to collaborate in one look






Click to Dial from any ApplicationIncrease productivity and improve response time

Call a contact directly from a number that is displayed in any application

For example, dial a number from a customer mailing list in Word, a vendor number in your Internet browser, or customer in your CRM package (i.e. SalesForce.com)

Save time. Just click and dial!

Convenient for customer follow-up






Built-in Mobility for Every Type of Working Decrease phone bills, office space, and energy use

Office Roamers

Road Warriors

Remote Working

WLAN: Voice & data Desksharing Dual-mode GSM

phone support

1

2 Smart phone integration UC Mobility via myPortal for Mobile Client

with presence, voicemail, journal and directories Personal notification Personal auto attendant

3

One Number Service Secure VPN CallMe! Service

Lower mobile and land line phone bills

Less office space

Less energy greener company





Call Me!Increase Reachability and Responsiveness

Forward all incoming calls to your mobile or home number in 10 seconds

Never miss a call, and don’t worry about customers having to try reaching you at multiple numbers Better customer

service

Improved team collaboration






Social Media IntegrationContact your business partners more efficiently

Add your business partners to your favorites list

Business PartnerOpenScape Office User

Expand availability to business partners

Extend communication reach

Serve customers better

Internet Chat with your external contacts

and get their immediate feedback

See current presence status and check if your contacts are available for a conference call

* XMPP Service to be enabled in OpenScape Office and supported by external IM Provider

(IM provider with XMPP support*)






myAttendantIncrease productivity, decrease training costs

See the entire presence status of everyone in the company; manage and control calls

Transfer calls to staff who are available and can talk to customers immediately

View / change presence and manage voicemail for teams / workgroups. *

*Dependant on user granted permissions.

Powerful management tool for the receptionist, office

administrator, or team leader

Very little training required; intuitive interface






OpenScape Office

OpenScape Office - Contact Center Improve First Call Resolution and Customer Service

Team Information

Individual recordingof contact center calls

Arrangeagent desktop

controls

Hands-freecontrols

Agent Functions

Contact Center Callsvoice, fax & email

Integrated PresenceCall Pop-ups

Reports





myAgent (Contact Center Client)Increase productivity, decrease training costs

Agent functions

Team information

Contact center calls

Arrange agent desktop controls

Queue information

Hands-free controls ***For more detail on myAgent, refer to the

OpenScape Office Contact Center presentation***

Feature-rich contact center with built-in OpenScape

Office presence

Improve customer service and first contact resolution






Solution Components




Platform OverviewOpenScape Office MX

All-in-One UC appliance for up to 150 users

Modular and Scalable System UnitRack mounted housing supporting the new µTCA industrial standard, powerful AMD

Sempron CPU, 1GB memory, 160 GB hard disk

Pure IP SystemNative IP internal board-to-board via powerful Gigabit data bus backplane

Gateway Modules for All TDM Configurations

Individual Scalability3 deployable slots for gateway modules per system box

Gigabit LANPowerful Internet access and uplink to customers’ IP infrastructure





4 BRI – Interfaces

1 PRI - Interface

4 analog Interfaces

4-Gigabit LAN - Ports

LAN Switch Hard disk as back-up

option

OpenStage

ISDN;external

S0Handset

Secure LAN /

Intranet

Web Mgmt.

Optional

Alternative

Optional

Optional

Optional

Gigabit DMZ - Port

Gigabit WAN - Port

USB Master/Slave

Analog

WLAN AP AP ClientITSP / SIP Trunking

Firewall / VPN

;internal Door unit

Fax

Analog

Interfaces, Devices, and FunctionsOpenScape Office MX





Hardware Architecture: Gateway ModulesOpenScape Office MX

GME 1 primary rate ISDN trunk port (E1) providing up to 30 voice connections to public networks (Not for USA)

1

GMT1 primary rate trunk port (T1) providing up to 24 voice connections to public networks (USA only)

3

GMS 4 basic rate ISDN ports for connecting to public network or to ISDN subscribers (e.g. ISDN modem or G4 fax)

2





Hardware Architecture: Gateway ModulesOpenScape Office MX

GMAL 8 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.)

4

GMAA4 analog trunk ports for connecting to public network. 2 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.)

6

GMSA 4 basic rate ISDN ports for connecting to public network or to ISDN subscribers (e.g. ISDN modem or G4 fax)

4 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.)

5





OpenScape Office MXScales up to 150 Users

1 unit system = 50 users



Each 19” unit contains a main board that can support up to 50 Users

6 hot pluggable peripheral boards options

Single system image managed by ONE web-based Interface

Connect multiple boxes with a patch cable (Max. 100m)






Platform OverviewOpenScape Office LX

Pure Software UC solution for up to 500 users

Hardware requirements

Linux Server, must be certified for SUSE Linux Enterprise Server 11 ( SLES11 ) Operating System, for e.g. Fujitsu PRIMERGY TX150 S7

OpenScape Office is the only application on the Server

Dual – Core Processor with 2,0GHZ per Core

At least 2 GB Ram

Hard Disk with minimum 200 GB

Keyboard and mouse, DVD drive, Screen resolution 1024x768

Software requirements

SUSE Linux Enterprise Server 11SP1 (32BIT)

OpenScape Office V3 LX/MX Installation DVD






Platform OverviewOpenScape Office HX

Software-based UC solution for HiPath 3000 deployments

Hardware requirements

Linux Server, must be certified for SUSE Linux Enterprise Server 10 ( SLES10 ) Operating System, equipped for 24h operation

OpenScape Office is the only application on the Server

Dual – Core Processor with at least 1,5 GHZ per Core

At least 2 GB Ram

Hard Disk with minimum 200 GB

Keyboard and mouse, DVD drive,

Screen resolution 1024x768

HG1500 ( see picture )

Software requirements

SUSE Linux Enterprise Server 10 SP2 (32BIT)

OpenScape Office V2 HX Installation DVD

Technical overview






OpenScape Office V3 Enhanced set of UC user clients

myPortal is the OpenScape Office UC client that is available in different variations

myPortal for Mobileused by mobile workers while not having access to their PC clients

myPortal for OpenStageused by office workers to quicklychange their presence and listen totheir voicemail

myPortal for Desktopused by office workers

myPortal for Outlookthe prefect way for office workersusing Microsoft Outlook

Enhanced

Enhanced

New

New

Integrated, UC-Clients for Users





myAgentused by Contact Center Agentsand their Supervisors

myAttendantused by Receptionists andCompany Attendants

OpenScape OfficeUC clients for special use…

Clients for Contact Center Agent/Supervisors and Receptionist

Integrated, UC-Clients for dedicated usage…





myPortal for Mobile Introduction to OpenScape Office UC Mobility

myPortal for Mobile is the OpenScape Office user interface that is now available for mobile employees who use a smartphone with a graphical user interface such as:

iPhone, Blackberry, Nokia, Android and Windows Mobile

Open browser based approach for all other mobile phones - No dedicated applications need to be loaded on the mobile device

Optimal rate utilization – Users can optimize their communication charges by choosing different calling procedures (Callback, GSM or Call through preferred) based on their existing carrier rates

myPortal for Mobile, the browser based solution on your mobile phone





myPortal for Mobile Increase productivity – on your web-enabled mobile phones

PresenceSelect one of 9 presence status indicators e.g. meeting, break, holiday, and CallMe

Directory AccessAllows users to access their personal contacts, Internal, External and System directories. All contacts in one place

DialingManual Dialing Allows users to establish outgoing calls Redial for comfortably dialing a number again

Voicemail Management

Users can access their voicemail, play messages on their mobile an use additional control functions (playback, skip and delete voice messages)

SettingsCustomize settings for dial mode (call back, GSM and call through), language, display and search settings

FavoritesEasily have access to your most important contacts and see their presence status

JournalAllows users to display their call history. Easily track which your contacts with whom you need to get in touch





myPortal for OpenStage UC access via OpenStage 60 and 80

myPortal for OpenStage is the OpenScape Office XML application for OpenStage 60 and 80 users to provide access to:

Presence

Visual Voicemail

Presence – Users can change their presence right from the OpenStage User interface

Visual Voicemail – Users can visually access and manage their voicemail inbox and listen to the most important messages first…

All Integrated – myPortal for OpenStage can be directly launched from OpenScape Office without further SW needs

myPortal for Openstage - Access to UC key features on your OpenStage device





OpenScape OfficeUC enabled Devices and Voice Clients

OpenStage 15 OpenStage 20 OpenStage 40 OpenStage 60 OpenStage 80

Soft ClientsMobile UC & FMC Clients WLAN and IP DECT






Backup




OpenScape Office V3 Networking addresses…

OpenScapeOffice V3

Networking

Multiple networked OpenScape Office MX

OpenScape Office LX networked with MX gateway

Mixed OpenScape Office MX and LX networks

OpenScape Office MX networked with HiPath 3000 V8

OpenScape Office LX networked with HiPath 3000 V8

HiPath 3000 V8 gateways in OpenScape Office networks

Extended UC Domain experience for all users

Voice features in the network





OpenScape Office V3 UC Features in the Network

Voice supported presence management (presence visibility)

Network-wide call status (ringing, on call, active mobile device…)

Call Pick Up via myPortal

Instant Messaging including multi user chats

Drag & Drop Conferencing in the network

myAttendant change presence status for all users in the network

System-wide internal directory and favorites

External directories via LDAP

Integration into MS Exchange calendar and public folders

Voicemail forwarding in the network

XMPP based presence & chat support to external partners

OpenScapeOffice V3

Networking

Extended UC Domain experience for all users





OpenScape Office V3 Networks Enabling Dialing Plan Conditions

MXMunich

IP

PSTN

PSTN

PSTN

PSTN: +49 89 722 1000

Unique internal number 11000

PSTN: +49 40 667 1000Unique internal number 21000

PSTN: +49 30 887 1000

Unique internal number 31000

MXHamburg

MXBerlin

All networked users are listed in the internal directory easy dialing via myPortal

Full qualified numbers dialing will be supported MX / LX networks

Existing external DID Number can stay as they are

Internal numbers can have up to 16 digits

Internal number can include node number in order to make the dialing plan unique

OpenScape Office application needs a unique identification for each user.

*** No changes are needed if a unique numbering plan is already in use! ***

Realization in OpenScape Office MX / LX networks





Page 82February 2011

OpenScape Office V3 Networking – Design Principles

OpenScape Office LX networking differentiates between single and multiple gateways

Single Gateway

All PSTN calls will be routed via one gateway!

Multi Gateway

PSTN call will be routed via multiple MX gateway!

LX IP

MX PSTN

MX PSTN

LX MX orH3K

IP PSTN

LX PSTN access is the key indicator

Scenario is supported in networks(more than one LX in a network)

Part of the basic V3 training

MX or H3K can be used as a gateway

Single Gateway

LX PSTN access is the key indicator

Only one LX in multi gateway mode is supported in a network

Part of the V3 networking training

MX can be used as a gateway

Multi Gateway




myPortal for Mobile Feature Details

Variable user interface (display resolution and touchpad function)

Multi-language support (All supported OpenScape Office languages) Live Presence Status (change of presence and display of status)

Favorites – One touch access to most frequent contacts One Number Service Connection Control for your office extension

Incoming calls (using normal smartphone functions)

Outgoing Calls Manual dialing Redial function

Optimal rate utilization (changeable by user) Callback procedure (mobile to be called by system) Call-through procedure (mobile calls system)

Phone books/contacts Internal phone book with presence status Personal contacts System phone book

Voicemail query and control

my Portal for Mobile(access via web)

OpenScapeOffice V3

myPortal for Mobile





OpenScape Office V3 SIP Trunking - Internet Telephony Service Providers (ITSP)

SIP trunking is efficient and more cost-effective than ISDN for connecting your PBX to the public switched telephone network (PSTN)

The SIP protocol is an internationally accepted standard – but it leaves room for different implementations regarding protocol elements, message flow and features

To ensure seamless interoperability and a full set of features beyond basic call, we are conducting comprehensive tests with VoIP providers / ITSP in advance to avoid last minute surprises

Our SIP implementation follows the SIPconnect Technical Recommendations

industry-wide, standards-based approach to direct IP peering between SIP-enabled IP PBXs and VoIP service provider networks

Get your ITSP tested as well!

Siemens Enterprise Communication is in a leading position - More than 55 VoIP Providers (ITSPs) for HiPath 3000 or OpenScape Office MX have been already tested and released

SIP More Information on our tested& released providers and the

established process

OpenScape Office Application can also send Fax messages via

SIP Trunks now! T.38 Fax





OpenScape Office V3 Includes a new Open SIP Architecture for Subscribers

Support of additional features for SIP subscribers

Unified Communication for standard SIP devicesSIP devices supporting “3PCC” can be controlled by the OpenScape Office application

SIP More Information how to connect SIP devices can be found on SEN WIKI

Note: SIP is a functional protocol and the intelligence resides in the devices. Therefore devices have to

support the features as well.

Displaying of caller namesOpenScape Office system names will be displayed during ringing and connection Blind transfer This standard SIP transfer mode will be supported now.

Call forwarding The standard device based call forwarding will be supported now.

Message Waiting Indication (MWI) The standard SIP MWI notification will be supported now e.g. signaling of new voice messages.

Distinctive Ringing Different call types will cause a different ring tones e.g. internal calls; external call; recalls.

Get 3rd Party SIP Devices certified via the OpenScape Ready program

Call waiting The standard device based call waiting will be supported now.


sme web-session openscape office v3 customer value story

Documents