Introducing

Handsets
OpenScape Business

Version 2, July 2015

Introducing OpenScape Business

OpenScape Business is Unify’s core unified communications

solution for the SMB market. Launched in 2013, and with more
than 40,000 systems sold, it is a well-proven solution that
brings customers the latest in IP-based communications
technology in a neat, cost-effective, all-in-one package.

This document provides a non-technical explanation of the

OpenScape Business model range, its many features and
applications, and the benefits it can bring your customers. For
more detailed technical information, please contact your Unify
account manager.

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Contents

Introducing OpenScape Business

Overview

Systems and applications ‘at-a-glance’

Unified communications

Mobility

Customer service solutions

myAgent

Web collaboration

Technical strategy

Handsets and devices

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 OpenScape
Business

Overview

A complete enterprise communications solution in a

convenient, reliable, and affordable package.
OpenScape Business enables small and medium-sized organisations
to enjoy the many functionality, cost-saving, and productivity
benefits that IP telephony and unified communications can offer.

The convenience of an ‘all-in-one’ approach

Significantly, OpenScape Business comes with everything you’d expect
from an enterprise-grade communications solution built-in and ready-
to-go including telephony, messaging, conferencing, collaboration
tools, and a contact centre. This ‘all-in-one’ approach eliminates the
cost and complexity of building your own solution, whilst guaranteeing
that all your applications will work together seamlessly.

The easiest path to unified communications (UC)

OpenScape Business is designed to allow customers to upgrade to the
latest UC technology irrespective of their underlying telephony
infrastructure.

For example, for customers new to IP communications the OpenScape

Business X-range allows them to deploy the latest UC applications
immediately while still using their existing Unify analogue, digital, and OpenScape Business offers the
DECT equipment. For those who have already invested in a voice-ready latest unified communications
IP network, the S model enables them to deploy an enterprise-level IP-
only solution straight from the box.
applications, irrespective of your
current telephony infrastructure.

 Scalable from two to 2000 users

 Four appliance-based models – X1, X3, X5, and X8
OpenScape  Floor, rack, or wall-mounted versions
Business  Ability to blend analogue, digital, and IP
deployment  One software IP-only model – S
options  Virtualised solutions available
 Full range of applications and devices
to allow fully-customised solutions

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A superior user experience

OpenScape Business delivers a class-leading user experience that will

bring new levels of convenience and flexibility to your employees,
increase their accessibility, and enable them to conduct their work
activities more effectively.

In particular, users will be able to view all their communications

applications and activities from a single easy-to-use interface, meaning
they will spend less time juggling between different devices and message
boxes. They will enjoy the ease with which they can receive and transfer ‘At-a-glance’ interfaces simplify
calls, manage voicemails, set-up conference calls, and view call journals communications and keeps users
and directories. While heavy telephony users will appreciate OpenScape well-informed and well-organised.
Business’s many productivity tools and labour saving functions.

HD audio handsets
Unify’s handsets cater for different user profiles, meaning
individuals will find a model configured to suit their particular
needs. All handsets share the same intuitive design that ensures
ease of use, and makes common tasks such as setting-up
conference calls or completing transfers simple and efficient. All
IP models have enhanced HD audio, and OpenScape are the only
handsets to be accredited with the Blue Angel environmental
award for their low power consumption, unique out-of-hours
‘power-down’ feature, and overall low running costs.

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Supporting ‘anywhere workers’

With OpenScape Business there will be no boundaries to

where your users can work. Whether they are in the office,
at home, or on the move, your ‘anywhere workers’ can
stay connected and still enjoy all the same familiar
features they get on their office phones.

For example, mobile workers will be able to enjoy UC

features from their smart phones and tablets, with the
ability to join conferences, utilise presence, and access
directories, favourites, voicemail, and call journals,
regardless of their location. Home and remote workers
can stay connected without the need for a VPN, and get
all the same functionality and accessibility as if they were
in the office. And OpenScape’s desk-sharing solution
enables occasional office users to share a desk phone -
users simply enter a PIN-code to download their personal
phone settings.

Better customer service

OpenScape Business includes a multimedia contact centre

solution capable of providing your customers with a full range
of engagement options including voice, email, text, chat, fax,
and social media. The solution is fully-scalable to enable
customers to design a deployment that will exactly fit their
needs - from a small informal customer service team, up to a
64-seat fully-featured multimedia contact centre operation.

The solution includes ‘skills-based routing’ to ensure contacts

from any source can be routed straight to the person most able
to help them. Agents and supervisors benefit from a full suite
The ‘myAgent’ interface provides a
of contact centre functions from a single desktop interface,
full suite of contact centre features
including call queue information, customer details (via screen
from a single desktop view.
pop), agent availability, presence status, internal directories,
call history, and performance statistics. And the solution also
comes with professional administration features including
customised reporting, and a simple ‘drag-and-drop’ tool for
creating routing plans.

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Improved efficiency

Easy to manage
OpenScape Business provides a web-based management interface,
meaning system administrators can monitor performance and
undertake common tasks, such as add or remove a user, view system
status, and view licenses and software, from any location. As a further
aid, all OpenScape handsets can be pre-configured to ensure ‘plug-
and-play’ functionality.

Reduced costs
Thanks to its advanced IP, SIP, and collaboration capabilities, Web-based management with
OpenScape Business will allow you to reduce costs by: ‘all-in-one-view’ landing page

• Consolidating your carrier connections and introducing low-cost

IP telephony via SIP trunking.
• Routing mobile calls across the office WLAN rather than on
expensive cellular networks.
• Eliminating the need for expensive conference bureau services.
• Utilising free instant messaging services.
• Providing advanced mobility, conferencing, and collaboration
features to reduce travel requirements and the need for
permanent desk space.

In addition, OpenScape Business uses license-based pricing whereby

customers simply ‘unlock’ the user capacity and applications they
want through the purchase of licenses, without the need for any
additional hardware. This means customers can match their system
size and functionality to their exact requirements and, in doing so,
avoid wasting money on overcapacity or features they don’t want.

X1 X3 X5 X8 S
Connection to service provider

BRI trunks 4 20 52 128 -

PRI trunks - - 30 180 -

SIP channels 30 60 60 60 180

User numbers

Analogue devices 4 20 52* 384 -

Digital phones 8 24 56 384 -

IP phones 20 500 500 500 1500 Watch the video

DECT phones 16 32 32* 250 -

Max # of users 30 500 500 500 1500

*Higher capacity available for wall-mounted model.

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 OpenScape
Business

Systems and applications ‘at-a-glance’

OpenScape Business – providing a wide range of deployment options

The OpenScape Business portfolio caters for a wide range of enterprise sizes and
requirements. Customers can choose from software-only or appliance-based, and
hybrid or pure-IP, depending on their individual needs. Sharing a common
architecture, OpenScape Business platforms can be networked together (restrictions
apply), and there is also backwards-compatibility with Unify HiPath systems to allow
these legacy PBXs to be upgraded to IP and UC functionality.

Connections and users

X1 X3 X5 X8 S

Connections Wall Rack/Wall Rack Wall Floor Software

ISDN BRI trunks 4 20 52 52 128 -

ISDN PRI trunks - - 30 30 180 -

SIP channels 30 60 60 60 60 180

S
Users Wall Rack/Wall Rack Wall Floor Software

Analogue devices 4 20 52 68 384 -

Digital phones 8 24 56 56 384 - X8

IP phones 20 500 500 500 500 2000

DECT handsets 16 32 32 64 250 -

Mobility stations 30 150 150 150 150 250 X5

Maximum users 30 500 500 500 500 2000

X3

OpenScape Business
Scalable and flexible X1

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Unified Communications

UC Smart - mainboard only X1 X3 X5 X8 S

myPortal Smart 30 50 50 50 500

myPortal To Go 30 50 50 50 250

Maximum number of licensed 30 50 50 50 500

UC Smart users
UC Smart + booster card X1 X3 X5 X8 Other applications
myPortal Smart 50 50 50
X1 X3 X5 X8 S
myPortal To Go 50 50 50
Business Attendant 8 8 8 8 8
Maximum number of licensed 50 50 50 Busy Lamp Field 30 50 50 50 250
UC Smart users
Busy Lamp Field 150 150 150
UC Smart + booster server X3 X5 X8 With UC booster card
myPortal Smart 250 250 250 Busy Lamp Field 250 250 250
With UC booster server
myPortal To Go 250 250 250
myAgent 192* 192* 192* 192
Maximum number of licensed 250 250 250 Max. number set-up
UC Smart users
myAgent 64* 64* 64* 64
Max. active in parallel
UC Suite + booster card X3 X5 X8 S*
myReports 1* 1* 1* 1
myPortal for Desktop 150 150 150 1500
myAttendant 20 20 20 20
myPortal for Outlook 150 150 150 1500
Conference channels 30 30 30 30 60
myPortal To Go 100 100 100 250 Application Launcher 30 500 500 500 500
Max. number set-up
Max no. of simultaneously 150 150 150 1500
active UC clients Application Launcher 30 50 50 50 50
Max. active concurrently
UC Suite + booster server X3 X5 X8
myPortal for Desktop 500 500 500 * UC booster card or server required.

myPortal for Outlook 500 500 500

myPortal To Go 250 250 250

Max no. of simultaneously 500 500 500
active UC clients
* UC booster card not required.

Telephony Messaging Unified communications

Reliable, feature-rich voice A single mailbox to All the latest UC and

across your network, with retrieve and manage collaboration tools
HD audio on all Unify IP voice, email, SMS, accessible from a single
devices and interfaces. and fax messages. interface.

Mobility Management suite

Extend UC services to Give network
mobile and remote administrators visibility, OpenScape Business‘s
workers to keep them automation, and control
connected and productive. of their solution.
enterprise-grade applications
provide customers with the
Contact centre Web collaboration building blocks required to
create a complete enterprise
Provide a secure and A web conferencing solution
professional that provides the easiest way communications strategy.
multimedia contact to collaborate, share, and
centre solution. support online.

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 OpenScape
Business

Unified communications

Making communications quicker, simpler, and more collaborative.

Unified communications (UC) brings together all the different ways you communicate - voice, email, text,
video, instant message - into one seamless user experience that can be accessed in any location on any
device. UC brings three main benefits:

Simplify. UC simplifies the user experience by making all your communications

applications and activities accessible from a single interface, meaning you will UNIFIED COMMUNICATIONS
spend less time juggling between different devices and message boxes.

Amplify. UC provides a range of collaboration tools - such as presence,

conferencing, and web collaboration - to amplify team performance by
making your staff more connected, more accessible, and more productive.

Organise. UC provides a range of personal efficiency tools to help keep you

organised such as a personal contact list, call journal, auto-attendant feature,
and instant access to corporate directories.

Two UC packages to choose from

Work anywhere, with any device,
OpenScape Business provides a simple path for those wishing to upgrade their
on any network
voice system to provide a full UC solution. Two packages are available – UC
Smart and UC Suite – both of which can be overlaid on a traditional TDM voice
infrastructure.

UC Smart Entry-level UC for up to 500 users

 Presence
UC Smart comes pre-integrated on the X1 model for 30  Favourites
users. For all other X-range models it comes pre-integrated All your  Visual voicemail
communication tools  Conferencing
for up to 50 users, but is scalable to 250 users in  Directory access
conjunction with a UC booster server. The S model in one place
 Instant messaging
provides UC Smart for up to 500 users.

UC Suite Advanced UC for up to 1,500 users

UC Suite offers all the functionality of UC Smart but with

enhanced interface options, additional UC features, and greater  Choice of user portals
scalability. It comes pre-integrated with OSB S for up to 1,500  Favourites list
users. X-range customers have two upgrade options - purchase a  Visual voicemail
 Ad hoc onferencing
UC Booster Card to add UC Suite for up to 150 users, or a UC  Presence
Booster Server for up to 500 users.  Auto-attendant
 Directory access
 Instant messaging
 Rules management
 Personal IVR
 Live call recording
 Calendar integration
 Desktop dialling

www.techadvance.co.uk
UC portals

Depending on the selected UC solution – UC Smart or UC Suite – the following range

of UC clients which offer different functions and integration options are available.

myPortal Smart

myPortal Smart provides office workers with easy access to all UC Smart
functions - such as presence, favourites, phone book, instant messaging,
voicemail, and call journals – via a Windows PC or iMac. All your communications
tools at your fingertips

myPortal for Desktop

myPortal for Desktop provides a single interface to give office workers access to
a full range of UC Suite functions. For example, the interface makes it easy for
users to place, receive, route, log, and record phone calls, and users can set-up a
conference call in seconds by dragging and dropping contacts into a box. Other
features include a full range of messaging options - voicemail, fax box, and
instant messaging; the ability to compile ‘favourites’ lists which enable quick Enhanced UC from a single
access to colleagues and the ability to check their presence status; and desktop interface
integration with Microsoft Outlook calendars.

myPortal for Outlook

myPortal for Outlook enables UC Suite users to access their communications

directly from Microsoft Outlook, including setting their presence status and
preferred device, scheduling a conference, checking voicemail, or sending an
instant message. This adds simplicity and value to the user’s experience, Access your
communications tools
especially for those who use Outlook as their primary work interface, and
from MS Outlook
makes common tasks quicker and easier.

myPortal To Go

myPortal To Go provides an intuitive interface for smart phones and tablets.

Available in versions for both UC Smart and UC Suite, it provides mobile
employees with instant one-click access to UC functions regardless of where
they are located, thus keeping the user fully integrated with the enterprise
communications system. To utilise myPortal To Go’s full feature-set , users must
Extends the UC features of
have the relevant IP, UC, and SIP licences in place.
OpenScape Business to
your mobile users

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 UC Smart UC Suite
myPortal myPortal myPortal for myPortal for myPortal
Summary of Features Smart To Go Desktop Outlook To Go

Presence     
Drag-and-Drop conferences  
Ad-hoc conferences     
Favourites list     
Directories     
Click-to-dial   
Call journal     
Status-based call forwarding     
Call Me!   
Personal Auto Attendant  
Call control via screen pop  
Voice message box     
Fax message box  
Notifications  
Instant messaging   
Live call recording  
Web collaboration 
*UC Smart clients and UC Suite clients cannot be operated in parallel. 

Scalable UC

OpenScape Business provides customers with a scalable UC solution to enable them to adapt their UC services to meet changing
circumstances. For example, the X3, X5, and X8 models come with UC Smart as standard for up to 50 users but, as shown below,
can be upgraded to provide UC Suite for up to either 150 or 500 users. The X1 model provides UC Smart for up to 30 users, and
the S model provides UC Suite for up to 1,500 users.

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UC feature-set - highlights

Whether making collaboration between colleagues easier, keeping users well-organised, or

making sure important calls are never missed, the OpenScape Business UC feature-set
ensures you get the full benefit of your investment in new technology.

One Number Service. A Unified messaging. A single

single phone number that message box for all messages
will find you no matter from all devices. View them,
where you are located or play them, sort them, forward
what device you are using. them to colleagues – all from
one interface.

Screen pops. See Single identity. Enjoy the same

incoming calls and UC features on mobiles and
choose what to do – tablets...all with the same look,
answer, redirect, or feel, and functionality across
send to voicemail. all devices.

Drag-and-drop contacts into Instant messages, or

your favourites list. Choose ‘chat,’ provide a quick and
how to contact them - office secure way to exchange
phone, mobile, or email - with information with
just one click. colleagues in real-time.

View the presence status of Conferencing tool. Drag-

colleagues to instantly see and-drop contacts to set-
who’s available. up a conference call.

Live call recording.

See your call history - based on Simply click here to
call time, origin, or destination - start recording.
and prioritise who you need to
get in touch with.

Quick search. Find contact Watch the video

details quicker by searching
through all your directories
and databases simultaneously.

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 OpenScape
Business

Mobility

Keeping your ‘anywhere workers’ connected and productive

With OpenScape Business there are no boundaries to where
your users can work. Whether they are in the office, at home,
or on the move, your ‘anywhere workers’ can stay connected
and still enjoy all the same familiar features they get on their
office phones. For example:
• Mobile workers will be able to enjoy UC features from their
smart phones and tablets with the ability to join conferences,
utilise presence, and access directories, favourites, voicemail,
and call journals, regardless of their location.
• Home and remote workers can stay connected without the
need for a VPN, and get all the same functionality and
accessibility as if they were in the office.
• Occasional office users can use OpenScape Business’s desk-
sharing solution which enables them to share a desk phone -
users simply enter a PIN-code to download their personal
phone settings.
• Roaming office employees can use DECT and WLAN devices
to stay in touch when they are on the move within your
premises.

A superior user experience

Core to OpenScape Business’s Mobility package is its One
Number Service, that enables your users to have a single
number that can work on any device. This simplifies your
communications, ensures your mobile and remote workers
stay accessible, and reduces the chance of ‘telephone tag’ or
missing important calls.
In addition, users benefit from unified messaging which
means that, rather than juggling between different devices
and message boxes, users can access all their voicemails
from a single interface while on the move.

Have a single phone

Have a single,
number that will find
consolidated message
you no matter where One
One
box for all voice messages message
you are located or what number from any device. box
device you are using

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myPortal To Go

OpenScape Business’s mobility client – myPortal To myPortal To Go – Maximum user numbers

Go - provides an intuitive web-based interface for
smart phones and tablets. Available in versions for OpenScape Business X1 X3 X5 X8 S
OpenScape Business’s unified communications UC Smart - mainboard only 30 50 50 50 250
applications - UC Smart and UC Suite - it provides
UC Smart + booster card X1 50 50 50
mobile employees with instant one-click access to
UC functions regardless of where they are located, UC Smart + booster server 250 250 250
thus keeping the user fully integrated with the
office communications system. To utilise myPortal UC Suite + booster card 100 100 100 250*
To Go’s full feature-set, users must have the UC Suite + booster server 250 250 250
relevant IP, UC, and SIP licences in place. * UC booster card not required.

Access all
your familiar
UC features -
anywhere, on
any device

Directory Conference Favourites Call Journal Incoming call

...and much more

Enjoy voice and UC services from any location, without a VPN

OpenScape Business users can
securely receive voice, video,
messaging ,and other UC services
without the need for a VPN
connection. This is achieved by
using a STUN server in the solution
design, which enables the real-time
traversal of interactive IP
communications across the
internet.
On-premise mobility
OpenScape Business provides
a range of DECT and WLAN
on-premise communications
solutions to keep ‘roaming’
office staff connected. The
SIP phone range includes models
@home suitable for use in industrial
(with STUN) OpenScape and hazardous working
Business environments.

This means your remote users are

reachable on their preferred device Internet
via their office number, for
example:
SIP client app
• A wired SIP phone at home STUN server
(with STUN)
• A mobile device in public areas
• Via WLAN/LAN/mobile networks

Security is provided by TLS signalling

encryption in all scenarios.

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 OpenScape
Customer service solutions
Customer service – made simple.
OpenScape Business offers a number of solutions designed to
support the delivery of exceptional customer service. All its
solutions come pre-integrated, meaning you can immediately
enjoy professional-grade customer service by simply
purchasing the relevant functional licenses, without the cost
and complexity of deploying standalone solutions.
Moreover, all its customer service solutions are fully-scalable
to enable you to design a deployment that will exactly fit
your needs. So, whether you want a small informal customer
service team, a large fully-featured multimedia contact
centre operation, or you just want to handle regular incoming
calls more efficiently, OpenScape Business has a solution that
will meet your requirements.
 Increase customer satisfaction and retention
 Offer multiple customer engagement options
 Maximise agent utilisation
 Increase operational flexibility
 Reduce cost
Business
Enhanced contact centre solution
OpenScape Business* comes with a fully-integrated contact
centre solution for the fast and accurate processing of calls,
emails and faxes. Capable of supporting up to 64 agents, it
includes a suite of advanced contact centre functions
including call queue information, customer details, the
presence status of colleagues, and performance statistics,
all delivered from an easy-to-use desktop interface.
Significantly, the solution can be adapted to provide a full
range of engagement options including voice, email, text,
chat, fax, and social media, allowing customer service teams
to meet changing customer communication preferences.
In addition, intelligent ‘skills-based routing’ ensures
contacts from any source can be routed straight to the most
appropriate person. It also comes with a set of
administration tools to allow the easy set-up of call flows,
announcements, and customised reporting. Requiring
minimal configuration, the solution can support both
centralised and distributed contact centre models, thus
enabling agents to be located across diverse locations.
* Excluding the OpenScape Business X1 model.
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 Expanding your contact centre
To increase the size of your contact
centre, simply purchase more
myAgent user licences (up to 192
with a maximum of 64 active at
once). To customise your solution
further, a number of add-ons are
available (UC booster card/server
required as applicable), including
the myReports licence which offers
over 100 pre-defined report
templates, plus email and fax
licences that offer queuing and
handling functionality.

Attendant and auto-attendant clients

OpenScape’s Attendant clients provide ‘at-a-glance’ call management

to ensure incoming call traffic is handled efficiently and professionally.

Business Attendant
Business Attendant provides an interface for receptionists and switchboard operators for the
transfer and management of phone calls. Its user-friendly design provides instant visibility of
waiting, active, held, and parked calls on a PC screen, as well as showing the presence status of all
users on the system to help optimise the management of your calls.

myAttendant (UC Suite only)

myAttendant provides a powerful management tool for receptionists, office administrators, or
team leaders. Its intuitive interface, which requires very little training, displays the presence
status of everyone in your organisation whilst making the transfer and management of calls quick
and easy. Additionally, myAttendant contains its own Message Centre where personal assistants
or team leaders can gain access (following approval) to a co-worker’s voice, fax, and instant
messages.

Company Auto-attendant (UC Suite version)

Company Auto-attendant provides automatic call handling by providing the caller with a
list of options (e.g. ‘Press 1 for Sales or 2 for Service’). To ensure calls can be handled in
the most efficient way, the interface allows the design of workflows which can be Watch the video
automatically ‘switched’ depending on the day and time (for example, out-of-hours calls
might be re-routed to the night position). Additionally, customised announcements can
be played that relate to the incoming phone number, for example in the language of the
caller. All announcements can be imported as self-recorded or professionally produced
WAV files, as required. A limited functionality version of Company Auto-attendant is also
available for UC Smart users.

www.techadvance.co.uk

myAgent - your window to great customer service.
myAgent provides a full suite of contact
centre features from a single desktop
interface, making it easy for your
customer service staff to receive, view,
and manage customer contacts.
Improve customer satisfaction
myAgent can receive contacts by voice,
email, fax, or ‘chat,’ meaning your
customers can choose the
communications method that most suits
their needs. It also provides skills-based
and VIP routing to ensure customers can
be routed to the most appropriate
person to boost first-contact resolution
rates. And, thanks to its integrated
presence feature, agents can quickly
locate available experts to deal with
more detailed customer enquiries.
OpenScape
Business
Maximise agent utilisation
myAgent’s ease-of-use means agents
can become highly-productive very
quickly with minimal training. It also
comes with a set of administration and
management tools to allow the easy
set-up of call flows, announcements,
and customised reporting, to optimise
your contact centre and boost agent
performance.
Increased operational flexibility
Capable of supporting up to 64 agents,
myAgent is fully-scalable to enable you
to design a deployment that will exactly
fit your needs. Whether you want a
small informal customer service team, a
large fully-featured multimedia contact
myAgent
centre, or you just want to handle regular
incoming calls more efficiently, myAgent
can meet your needs. It can also be used
by both centralised and distributed
contact centre models, thus enabling
agents to be located across diverse
locations.
Reduced cost
myAgent comes pre-integrated on all
OpenScape Business models.* This means
you can immediately enjoy professional-
grade customer service by simply
purchasing the relevant functional
licenses and, in doing so, avoid the cost
and complexity of deploying a separate
standalone solution.
* Excluding OpenScape Business X1.
 Increase customer
satisfaction
 Offer multiple
engagement options
 Maximise agent
utilisation
 Increase operational
flexibility
 Reduce cost
www.techadvance.co.uk

Solution benefits
Multimedia capabilities. Delivers a
range of engagement options - voice,
email, fax, callback.
Intelligent routing. Maximises first
contact resolution with skills-based and
VIP routing to prioritise calls.
Intuitive interface. Easy-to-use
desktop interface increases productivity
and reduces agents’ learning time.
Central management. Built-in tools for
call-flow set-up, performance
management, and custom reporting.
Process integration. Built on open
standards to allow integrations with
databases and CRM applications.
Scalability. Instantly scalable up to 64
agents – simply purchase the exact
number of licenses you need.
Easy to deploy. Pre-integrated on OSB
X3, X5, X8, and S models, meaning no
need to buy a standalone solution.
Deployment flexibility. Allows
‘anywhere agents’ to provide
operational flexibility.
‘At-a-glance’ call management ensures incoming traffic is handled efficiently and professionally.
Call control toolbar Agent toolbar
Answer call Login
Hang-up Logout
Dial Available
Search Wrap-up
Transfer Break
Hold Assistance
Internal
Record directory
Key features
Skills-based routing. Agents are given a skill level from 1 to
100 to enable the routing of contacts to the most qualified
person. Agents can be assigned several queues requiring
different skill-sets, and categorised as either a ‘main’ or
‘overflow’ agent.
Preferred agent. Provides personal service by always
assigning a particular customer to the same agent.
VIP support. Defined customers in a queue can be given
preference and reach an agent faster.
Wrap-up. After completing a call, allows agents a defined
‘wrap-up’ time to enter information.
Call-back. Callers can leave a call-back request if the wait
time is too long. Agents receive a voicemail notification,
including the caller’s original position in the queue.
Reporting. Provides 20 management reports as standard,
with an optional advanced package for more detailed analysis.
Queue position. Callers are informed of their queue position.
Announcements. Enables the recording of announcements
and their assignment to queues.
Authorisation levels. Determine agent, supervisor, and
administrator access rights to myAgent functions.
Wallboards. Call queue information including waiting times
can be displayed on a large plasma screen or LCD monitors.
Caller list
Inbound
Caller list call
Reports Call back
myAgent’s user-friendly
Recorded design provides instant
Set-up
call
visibility of waiting,
active, held, and parked
Help Fax
calls, and gives ‘one click’
access to advanced
Queue monitoring Email contact centre features.
Normal
queue
Queue alarm
activated
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 OpenScape
Business

Web collaboration

The most convenient and cost-effective way for

colleagues to collaborate.
Web collaboration is quite simply the quickest, most convenient, and most
cost-effective way for colleagues to collaborate from multiple locations. Unify
is a world leader in developing web collaboration technology, and OpenScape  Reduce travel and facilities costs
Business comes with the option of a full-featured web collaboration solution by holding meetings on-line
specifically designed for small and medium-sized organisations. rather than face-to-face
 Improve business efficiency by
How it works instantly sharing ideas and
OpenScape web collaboration enables users to set-up web collaboration information with colleagues in
sessions in parallel with audio conferences. Each session can be attended by any location
OpenScape web collaboration users as well as other internal staff and even
 Create new communications
external participants. Setting-up a collaboration session is easy - it can be opportunities with customers,
launched either from a ‘drag-and-drop’ conferencing scheduler, or directly employees, and partners
from a call pop-up window. Users can then share documents, presentations,
 Keep mobile and geographically
spreadsheets, or video in real-time via the desktop interface. Participants
dispersed teams more connected
can use laptop, smart phone or tablet devices, and the solution is encrypted
to ensure security.

Unify’s web collaboration solution can be deployed on any OpenScape

Business system within one hour, through the installation of a dedicated
server and activation of user licences. Participants only need web access and
do not require any software installation, making deployment simple and safe.

Solution attributes

 Simple user interface with one-click access to all features.

 All essential web conferencing features included as standard.
 Easy ‘one-step’ session scheduling and activation.
 High capacity - up to 1,000 session participants.
 No additional per minute or per participant charges.
 Easy installation – one server to install, one-hour to deploy.
 Low roll-out costs - no software required by participants,
moderators download a single exe file.
 Highly secure 256-bit AES encryption for all sessions. User-friendly interfaces and a range
 Works on both Windows and MAC OS. of access device options means
 Mobile clients for iPhone, iPad, Android, and other smart devices. collaboration across multiple
 Plug-in integrations for Microsoft and IBM groupware clients. locations has never been easier.

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Using web collaboration Secure, scalable, reliable

OpenScape Business offers the following two web Secure

collaboration options:
Instant Meetings
Instant Meetings provides customers with all the tools they
need to set-up and hold real-time web collaboration
sessions. Everyone in the session can view and share
documents and applications, use video, and make free-hand
sketches and scribbled amendments with a ‘white boarding’
feature.
Secure Advisor
Secure Advisor provides an on-line support tool particularly
suitable for IT technical support teams. Secure Advisor
enables borderless real-time support by allowing IT staff to
remotely view, control, and annotate a user’s screen,
resulting in reduced IT support costs, improved customer
satisfaction, and faster problem resolution. Users can
receive immediate support via Secure Advisor without the
need for any pre-installed software, making it a quick and
simple solution.
Thanks to its highly-secure design, customers can use
OpenScape Web Collaboration safe in the knowledge that
sensitive or confidential information will not be accessible to
non-participants. In particular, it offers password protected
sessions, and moderators can see the entire participant list,
expel anonymous participants, and even lock the session if
required. All sessions are 256-bit AES encrypted to protect
them from hackers, and cannot be decrypted on the server –
a common weakness with other systems. All sessions are
also ‘temporary’ and leave no residual data or make any
entries in the registry.
Highly scalable
Thanks to its cascading server architecture, Unify’s web
collaboration solution is highly scalable offering sessions for
as many as 1,000 participants.
Reliable
OpenScape Web Collaboration includes server redundancy
and back-up, plus there is no downtime when extending the
solution for scalability or redundancy. It also includes a client
auto-reconnect feature to automatically reconnect users to
a session for up to 30 seconds in the event of a server
connection being lost.

Key solution features

 Up to 16 audio participants per conference, all listed to provide security overview.

 Desktop sharing - controlled by the session moderator.
 Remote control - enables control of the computer to be handed over to others. Share desktops and
 Application selection - determines which applications are shown. applications with colleagues
 Monitor feature - to check what the other participants are seeing.
 Whiteboard - allows free sketching and marking.
 Asynchronous file transfer - provides files for download.
 Co-moderators - transfers moderator rights to a second person.
 Chat - enables queries and votes without phones or in parallel discussions.
Participate via
 Elevate existing voice call or voice conference to web/video collaboration with one-click.
smart phones
 Automatic language detection based on your PC settings. and tablets

Simply click here to instantly Watch the video

turn a voice call into a web
collaboration session

www.techadvance.co.uk
 OpenScape
Business

Technical strategy

Delivering a communications strategy for today’s enterprise

Investing in a new communications system can be a daunting and time-consuming task. Crucially, you will
need to be clear on your long-term communications strategy in order to make the right choice.

Recognising this, Unify has designed OpenScape Business to fully-

align its customers with the latest strategic design principles of a Meeting the CIO’s agenda
modern communications architecture - IP, native SIP, open services
 Provide a secure, reliable and scalable
oriented architecture (Open SOA), and virtualisation. In adopting
infrastructure.
these principles, OpenScape Business provides a ready-made future-  Drive out complexity and risk through a
proof enterprise communications strategy capable of meeting all your standardised model.
operational needs.  Provide common communications services
across the enterprise.
An open standards-based architecture  Centralise core services into strategic data
Core to OpenScape Business’s technical approach is a full commitment to centres.
an open standards-based architecture. This approach means Unify’s  Reduce costs via on-net calling, SIP services, and
solutions can provide maximum flexibility, choice, and cost-effectiveness virtualisation.
to its customers. OpenScape Business integrates seamlessly with all  Provide office, mobile, and home flexibility.
industry-standard data networks, servers, and desktop applications,
 Provide a flexible, professional, and robust
customer service solution.
which makes integration straightforward whilst optimising the value of
your existing communications equipment. Crucially, an open standards-
based approach also prevents you from being ‘locked-in’ to a single OpenScape Business provides a ready-made
vendor solution, instead allowing you to shop around for best-of-breed
enterprise communications strategy.
applications and services from other suppliers.

OSB X-range:
typical solution
topology

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Why IP communications?
IP is now the acknowledged global standard in enterprise
communications technology. In particular, IP solutions are
easy to deploy and manage and do away with the
constraints of older, proprietary systems. Suddenly it’s
easy to quickly install the necessary technology, activate
new users, move employees from one location to another,
support virtual and remote workers, install third-party
business applications, and adapt to changing circumstances
as needed.
Why Open SOA?
Open SOA improves the reusability of software assets and
increases the ability to respond to market and user
demands. It accomplishes this by repackaging individual
units of functionality into software-based ‘services’ that can
be accessed on-demand through open protocols and
standards. This Open SOA approach creates organisational
flexibility by allowing you to select the exact
communications services you want, make them accessible
to your users anywhere on your network, and consume
them using a license-based pricing model.
Why SIP trunking?
OpenScape Business is designed to use SIP trunking as its
primary connectivity method. SIP trunking is fast becoming
the global connectivity standard for enterprise
communications and will bring a number of key benefits as
follows:
 Lower costs. SIP trunking eliminates the need for
expensive analogue and digital trunks by allowing the
use of SIP communications through an Internet
Telephony Service Provider.
 Greater efficiency. Unlike ISDN PRI’s 8-channel
minimum, SIP can be bought one channel at a time to
match exact capacity requirements. Moreover, this
capacity can be shared across sites and dynamically
allocated for either voice or data.
 Rapid deployment. With less hardware involved, SIP
makes connecting parts of an overall communications
system very easy thus enabling rapid deployment.
Also, ISDN PRI requires a 30-day lead time, whilst SIP
channels can be increased via instant remote ‘turn-up’
allowing rapid ‘right-sized’ deployments.
Why virtualisation?
The OpenScape Business S model and server-based X-
models have been designed to enable server virtualisation,
via Vmware and Hyper-V, which eliminates the old ‘one
server, one application’ approach by enabling the flexible
sharing of hardware resources. This means reduced
hardware and energy consumption costs through a
reduction of physical servers. Indeed, some studies show
that virtualisation can result in a 70% increase in hardware
utilisation and a 30% reduction in energy costs. Other
benefits include easy data back-up and restore, enhanced
availability and reliability, and improved scalability and
monitoring.
The right strategic choice
You are not just buying a communications system you
are buying into a long-term communications strategy.
Significantly, OpenScape Business will align you with
all the key strategic developments in communications
technology, whilst providing a technical solution
capable of meeting your operational requirements for
resilience, flexibility, scalability, cost reduction,
service improvement, and enhanced productivity.
OpenScape’s non-proprietary industry-standard
approach will not restrict or limit your future options
and allow you to grow and adapt your solution in line
with market change. It will bring you all the cost-
saving benefits of IP telephony, SIP trunking, and
virtualisation whilst providing your users, both office-
based and mobile, with the latest value-added
communications and collaboration applications. Its
Open SOA and SIP-based approach also means new
capacity can be added by simply acquiring new
licences rather than purchasing and installing new
hardware, thus enabling ‘right-sized’ service delivery
and greater agility. All these attributes make
OpenScape Business the right strategic choice for
today’s enterprise.
OpenScape Business will
align you with the key
strategic developments in
communications technology
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 OpenScape
Business

Handsets

Award-winning, high performance, eco-friendly

handsets with a model to suit most user profiles.

OpenScape Business offers a wide range of handsets meaning users will find a model  Ergonomic design for ease-of-use
to suit their needs and budgets. All handsets share the same intuitive design that
makes common tasks, such as transferring calls, easy and uncomplicated, and all IP  Robust, enterprise-grade security
models have enhanced HD audio. Significantly, they are also the only handsets to be  Customisable interface via XML
accredited with the Blue Angel environmental award for their low power consumption,  HD voice across entire IP portfolio
unique out-of-hours ‘power-down’ feature, and overall low running costs.

OpenStage 10
TDM
Designed to deliver familiar features and high audio quality at Low price entry-level
an attractive price, the OpenStage 10 makes a perfect low-end unit suitable for a
telephone for a wide variety of users. wide variety of users

OpenStage 15/15G
TDM IP SIP

OpenStage performance in an affordable user-friendly package. Affordable, user-

Designed for mass deployments, it has many convenience friendly handset ideal
features such as speed dials, feature keys, and speakerphone. for mass deployments
The 15G model provides Gigabit Ethernet integration.

OpenStage 30
TDM

With a vast array of configurable function keys and expansion Highly configurable
modules, OpenStage 30 provides great flexibility for outbound- handset ideal for
calling specialists and other heavy phone users. ‘outbound’ specialists

OpenStage IP35G/35G ECO

SIP IP

With its ergonomic design, HD audio, and small footprint, this device is
ideal for knowledge workers or contact centre agents. It has several High value IP
‘heavy user’ features such as fingertip controls, duplex speakerphone, phone suitable for
knowledge workers
and headphone jack, and provides network integration through Gigabit
Ethernet. The 35G ECO provides an even more energy-efficient option.

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 OpenStage 40/40G TDM IP SIP

With easy-to-use features, a large backlit display, profile mobility, and Customisable
ability to be customised for various workplace environments, this handset ideal for
handset is ideal for team workers, desk sharers, or contact centre desk sharers and
staff. The 40G model also provides Gigabit Ethernet. teams

OpenStage IP55G
SIP IP
Designed for managers and executives its high-end design incorporates Powerful and
a large colour display, soft key navigation, and a full suite of features. elegant – a high
Mobile productivity is enhanced with a unique ‘Follow Me’ setting that performance IP
automatically diverts calls to the user’s mobile. phone for executives

OpenStage 60/60G
TDM IP SIP
With HD voice, colour display, and flexible personalisation options, this
handset makes an ideal choice for executive/assistant environments and Premium desk
people regularly switching between desktop and mobile devices. The phone for
executive users
60G model provides network integration via Gigabit Ethernet.

Soft phone

OpenScape Personal Edition is a PC-based soft phone that lets users experience
crystal clear voice communications from their PCs. Accessible from any network
location, users benefit from having the same familiar interface as if they were in the
office. OpenScape Personal Edition S also includes video, as shown here.

OpenStage SL5 Professional

DECT

The smallest phone in the Gigaset Professional range, making it ideal for Our smallest and
employees who spend lots of time away from their desks. The handset provides lightest DECT
up to 10 hours talk time, hands-free speakerphone, 250 entry directory, and handset - ideal for
Bluetooth headset, to ensure users can easily stay connected whilst on the move. roaming users

OpenStage S5
DECT

This elegant handset provides up to 12 hours talk time, a hands-free DECT handset
speakerphone, and colour display. Its context-sensitive interface, internal ideal for managers
directory, and Bluetooth headset, makes it easy to use on the move. and team leaders
on the move

OpenStage M3 Professional
DECT

The M3 family of DECT phones has three models for use in different industrial Robust and
environments. All models are shock, break, and splash proof, and have acoustics reliable handset
adapted to loud environments. In addition, the M3 Plus has personal alarm and for industrial
security support features, and the M3 Ex is suitable for explosion risk. environments

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 Handsets

TechAdvance Limited
Swallow Park
Carr Lane
Much Hoole
Preston
PR4 4TH

0345 389 2310

enquires@techadvance.co.uk