Service manual

ManualsBrandsscope ManualsRemote ControlConneXions II V7 SDC

OpenScape Business V1

Sales Information Page 1 04.06.2013

Table of Contents

1 Description of Product/Solution/Service ....................................................3

1.1 System Overview........................................................................................................3

1.2 OpenScape Business Models...................................................................................4

1.2.1 Structure and Environmental Conditions......................................................................5

1.2.2 Hardware Platforms......................................................................................................6

1.2.3 OpenScape Business X3R...........................................................................................6

1.2.4 OpenScape Business X3W..........................................................................................7

1.2.5 OpenScape Business X5R...........................................................................................8

1.2.6 OpenScape Business X5W..........................................................................................9

1.2.7 OpenScape Business X8 .............................................................................................9

1.2.8 Overview of Modules..................................................................................................11

1.2.9 Supported Phones......................................................................................................18

1.3 Functions ..................................................................................................................19

1.3.1 Subscribers/Stations ..................................................................................................19

1.3.2 Functions at the Telephone........................................................................................19

1.3.3 Unified Communications and Collaboration...............................................................20

1.3.4 Multimedia Contact Center to Improve Availability and Customer Service S2 ..........24

1.3.5 Mobility .......................................................................................................................27

1.3.6 Attendants and Company AutoAttendant...................................................................32

1.3.7 Connecting to Service Providers................................................................................34

1.3.8 Application Launcher for active interaction with CRM/ERP applications

...............34

1.3.9 OpenStage Gate View V2

......................................................................................34

1.3.10 Accounting Software for Evaluating Call Charges .....................................................35

1.3.11 Directory Services for Information about Callers and Searching in Internal and

External Directories

................................................................................................35

1.3.12 TAPI Service Provider................................................................................................36

1.3.13 CSTA Interface

.......................................................................................................42

1.3.14 Certified Products and Applications ...........................................................................45

1.4 UC Models (UC Smart and UC Suite

Comparison)............................................46

1.4.1 UC Features...............................................................................................................46

1.4.2 Contact Center Functions

.......................................................................................48

1.4.3 Attendants/Attendant Consoles..................................................................................49

1.4.4 Company AutoAttendant............................................................................................50

1.4.5 UC Clients for UC Smart or UC Suite

and their Technical Requirements .............50

1.4.6 Languages Supported................................................................................................56

1.5 Licensing...................................................................................................................57

1.5.1 Licensing Procedure...................................................................................................57

1.5.2 Available Licenses......................................................................................................58

1.6 Administration Concept...........................................................................................64

1.6.1 Introduction to OpenScape Business Assistant.........................................................64

1.6.2 Prerequisites for OpenScape Business Assistant......................................................64

1.7 Maintenance..............................................................................................................64

1.7.1 Smart Service Delivery Platform (SSDP)...................................................................64

1.8 Security .....................................................................................................................64

1.9 Networking OpenScape Business..........................................................................65

1.9.1 Networking Requirements..........................................................................................65

1.9.2 Networking Scenarios ................................................................................................66

1.10 Project-specific Releases........................................................................................75

1.11 Positioning within the SEN Product Portfolio.......................................................75

1.12 Migration ...................................................................................................................75

1.12.1 License Migration .......................................................................................................76

1.12.2 Changed/Enhanced Features and Interfaces ............................................................77

1.12.3 Unsupported HiPath 3000 Boards .............................................................................79

2 Sales Information........................................................................................83

2.1 Area of Application, Commencement of Marketing and Delivery.......................83