Introducing OpenScape Business

Introducing OpenScape Business

Introducing

OpenScape Business

Handsets

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.

www.clarityvoice.co.uk

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

www.clarityvoice.co.uk

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 readyto-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

DECT equipment. For those who have already invested in a voice-ready

IP network, the S model enables them to deploy an enterprise-level IPonly solution straight from the box.

OpenScape Business offers the latest unified communications applications, irrespective of your current telephony infrastructure.

OpenScape

Business deployment options

Scalable from two to 2000 users

Four appliance-based models – X1, X3, X5, and X8

Floor, rack, or wall-mounted versions

Ability to blend analogue, digital, and IP

One software IP-only model – S

Virtualised solutions available

Full range of applications and devices to allow fully-customised solutions www.clarityvoice.co.uk

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 calls, manage voicemails, set-up conference calls, and view call journals and directories. While heavy telephony users will appreciate OpenScape

Business’s many productivity tools and labour saving functions.

‘At-a-glance’ interfaces simplify communications and keeps users

well-informed and well-organised.

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.

www.clarityvoice.co.uk

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.

The ‘myAgent’ interface provides a full suite of contact centre features from a single desktop view.

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 of contact centre functions from a single desktop interface, including call queue information, customer details (via screen 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 ‘plugand-play’ functionality.

Reduced costs

Thanks to its advanced IP, SIP, and collaboration capabilities,

OpenScape Business will allow you to reduce costs by:

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.

BRI trunks

PRI trunks

SIP channels

Analogue devices

Digital phones

IP phones

DECT phones

Max # of users

X1 X3 X5

Connection to service provider

X8

20

16

4

8

30

4

-

20

-

52

30

30 60

User numbers

60

20

24

500

32

500

52*

56

500

32*

500

128

180

60

S

-

-

180

384

384

-

-

500 1500

250 -

500 1500

*

Higher capacity available for wall-mounted model.

Web-based management with

‘all-in-one-view’ landing page

Watch the video

www.clarityvoice.co.uk

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

Connections

X1

Wall

ISDN BRI trunks

ISDN PRI trunks

SIP channels

Users

Analogue devices

Digital phones

IP phones

DECT handsets

Mobility stations

Maximum users

4

-

20

16

30

30

30

Wall

4

8

X3

Rack/Wall Rack

X5

Wall

20

-

52

30

60 60

Rack/Wall Rack

20

24

52

56

500

32

150

500

500

32

150

500

52

30

500

64

150

500

60

Wall

68

56

X8 S

Floor Software

128

180

-

-

500

250

150

500

60 180

Floor Software

384

384

-

-

2000

-

250

2000

X5

X8

S

X3

OpenScape Business

Scalable and flexible

X1 www.clarityvoice.co.uk

Unified Communications

UC Smart - mainboard only

X1 X3 X5 X8 myPortal Smart 30 50 50

S

50 500 myPortal To Go

Maximum number of licensed

UC Smart users

UC Smart + booster card myPortal Smart myPortal To Go

30

30

50

50

50

50

50 250

50 500

X1 X3 X5 X8

50

50

50

50

50

50

Maximum number of licensed

UC Smart users

UC Smart + booster server myPortal Smart myPortal To Go

Maximum number of licensed

UC Smart users

50 50 50

X3 X5 X8

250 250 250

250 250 250

250 250 250

UC Suite

+ booster card myPortal for Desktop myPortal for Outlook myPortal To Go

Max no. of simultaneously active UC clients

UC Suite

+ booster server myPortal for Desktop myPortal for Outlook myPortal To Go

Max no. of simultaneously active UC clients

* UC booster card not required.

X3 X5 X8 S*

150 150 150 1500

150 150 150 1500

100 100 100 250

150 150 150 1500

X3 X5 X8

500 500 500

500 500 500

250 250 250

500 500 500

Other applications

Business Attendant

Busy Lamp Field

Busy Lamp Field

With UC booster card

Busy Lamp Field

With UC booster server myAgent

Max. number set-up

myAgent

Max. active in parallel

X1 X3

8 8

30 50

250

64*

X5 X8

8

50

250

64*

8

50

150 150 150

250

192* 192* 192*

64*

S

8

250

192

64 myReports myAttendant

1*

20

1*

20

1*

20

1

20

Conference channels 30 30

Application Launcher

Max. number set-up

30 30 60

30 500 500 500 500

Application Launcher

Max. active concurrently

30 50 50 50 50

* UC booster card or server required.

Telephony

Reliable, feature-rich voice across your network, with

HD audio on all Unify IP devices and interfaces.

Mobility

Extend UC services to mobile and remote workers to keep them connected and productive.

Contact centre

Provide a secure and professional multimedia contact centre solution.

Messaging

A single mailbox to retrieve and manage voice, email, SMS, and fax messages.

Management suite

Give network administrators visibility, automation, and control of their solution.

Web collaboration

A web conferencing solution that provides the easiest way to collaborate, share, and support online.

Unified communications

All the latest UC and collaboration tools accessible from a single interface.

OpenScape Business‘s enterprise-grade applications provide customers with the building blocks required to create a complete enterprise communications strategy.

www.clarityvoice.co.uk

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 spend less time juggling between different devices and message boxes.

UNIFIED COMMUNICATIONS

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

OpenScape Business provides a simple path for those wishing to upgrade their 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.

Work anywhere, with any device, on any network

UC Smart

Entry-level UC for up to 500 users

UC Smart comes pre-integrated on the X1 model for 30

users. For all other X-range models it comes pre-integrated for up to 50 users, but is scalable to 250 users in conjunction with a UC booster server. The S model 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 scalability. It comes pre-integrated with OSB S for up to 1,500 users. X-range customers have two upgrade options - purchase a

UC Booster Card to add UC Suite for up to 150 users, or a UC

Booster Server for up to 500 users.

All your communication tools in one place

Presence

Favourites

Visual voicemail

Conferencing

Directory access

Instant messaging

Choice of user portals

Favourites list

Visual voicemail

Ad hoc onferencing

Presence

Auto-attendant

Directory access

Instant messaging

Rules management

Personal IVR

Live call recording

Calendar integration

Desktop dialling

www.clarityvoice.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 access to colleagues and the ability to check their presence status; and 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, especially for those who use Outlook as their primary work interface, and makes common tasks quicker and easier.

Enhanced UC from a single desktop interface

Access your communications tools

from MS Outlook

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 have the relevant IP, UC, and SIP licences in place.

Extends the UC features of

OpenScape Business to your mobile users

www.clarityvoice.co.uk

Summary of Features

UC Smart

myPortal

Smart myPortal

To Go myPortal for

Desktop

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

*

UC Suite

myPortal for

Outlook

myPortal

To Go

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 single phone number that will find you no matter where you are located or what device you are using.

Screen pops.

See incoming calls and choose what to do – answer, redirect, or send to voicemail.

Drag-and-drop contacts into your

favourites list

. Choose how to contact them - office phone, mobile, or email - with just one click.

View the

presence status

of colleagues to instantly see who’s available.

See your

call history

- based on call time, origin, or destination - and prioritise who you need to get in touch with.

Quick search.

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

Watch the video

Unified messaging.

A single message box for all messages from all devices. View them, play them, sort them, forward them to colleagues – all from one interface.

Single identity.

Enjoy the same

UC features on mobiles and tablets...all with the same look, feel, and functionality across all devices.

Instant messages

, or

‘chat,’ provide a quick and secure way to exchange information with colleagues in real-time.

Conferencing tool.

Dragand-drop contacts to setup a conference call.

Live call recording.

Simply click here to start recording.

www.clarityvoice.co.uk

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 desksharing 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 number that will find you no matter where you are located or what device you are using

One number

Have a single, consolidated message box for all voice messages from any device.

One message box www.clarityvoice.co.uk

myPortal To Go

OpenScape Business’s mobility client – myPortal To

Go - provides an intuitive web-based interface for smart phones and tablets. Available in versions for

OpenScape Business’s unified communications applications - 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 office communications system. To utilise myPortal

To Go’s full feature-set, users must have the relevant IP, UC, and SIP licences in place.

myPortal To Go –

Maximum user numbers

OpenScape Business

UC Smart - mainboard only

UC Smart

+ booster card

UC Smart

+ booster server

UC Suite

+ booster card

UC Suite

+ booster server

* UC booster card not required.

X1 X3 X5 X8 S

30 50 50 50 250

X1 50 50 50

250 250 250

100 100 100 250*

250 250 250

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.

This means your remote users are reachable on their preferred device via their office number, for example:

• A wired SIP phone at home

• A mobile device in public areas

• Via WLAN/LAN/mobile networks

Security is provided by TLS signalling encryption in all scenarios.

SIP phone

@home

(with STUN)

SIP client app

(with STUN)

Internet

OpenScape

Business

STUN server

On-premise mobility

OpenScape Business provides a range of DECT and WLAN on-premise communications solutions to keep ‘roaming’ office staff connected. The range includes models suitable for use in industrial and hazardous working environments.

www.clarityvoice.co.uk

OpenScape

Business

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

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.

www.clarityvoice.co.uk

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 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.

Watch the video

www.clarityvoice.co.uk

OpenScape

Business

myAgent

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.

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 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 professionalgrade 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.clarityvoice.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.

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.

‘At-a-glance’ call management ensures incoming traffic is handled efficiently and professionally.

Call control toolbar

Answer call

Hang-up

Dial

Search

Transfer

Hold

Record

Agent toolbar

Login

Logout

Available

Caller list

Reports

Set-up

Wrap-up

Help

Break

Assistance

Internal directory

Queue monitoring

Normal queue

Queue alarm activated

Caller list

Inbound call

Call back

Recorded call

Fax

Email

myAgent’s user-friendly design provides instant visibility of waiting, active, held, and parked calls, and gives ‘one click’ access to advanced contact centre features.

www.clarityvoice.co.uk

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

Business comes with the option of a full-featured web collaboration solution specifically designed for small and medium-sized organisations.

How it works

OpenScape web collaboration enables users to set-up web collaboration sessions in parallel with audio conferences. Each session can be attended by

OpenScape web collaboration users as well as other internal staff and even external participants. Setting-up a collaboration session is easy - it can be launched either from a ‘drag-and-drop’ conferencing scheduler, or directly from a call pop-up window. Users can then share documents, presentations, spreadsheets, or video in real-time via the desktop interface. Participants 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.

Reduce travel and facilities costs by holding meetings on-line rather than face-to-face

Improve business efficiency by instantly sharing ideas and information with colleagues in any location

Create new communications opportunities with customers, employees, and partners

Keep mobile and geographically dispersed teams more connected

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.

Works on both Windows and MAC OS.

Mobile clients for iPhone, iPad, Android, and other smart devices.

Plug-in integrations for Microsoft and IBM groupware clients.

User-friendly interfaces and a range of access device options means collaboration across multiple locations has never been easier.

www.clarityvoice.co.uk

Using web collaboration

OpenScape Business offers the following two web 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.

Secure, scalable, reliable

Secure

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.

Application selection - determines which applications are shown.

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.

Elevate existing voice call or voice conference to web/video collaboration with one-click.

Automatic language detection based on your PC settings.

Share desktops and applications with colleagues

Participate via smart phones and tablets

Simply click here to instantly turn a voice call into a web collaboration session

Watch the video

www.clarityvoice.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 fullyalign its customers with the latest strategic design principles of a modern communications architecture - IP, native SIP, open services oriented architecture (Open SOA), and virtualisation. In adopting these principles, OpenScape Business provides a ready-made futureproof enterprise communications strategy capable of meeting all your operational needs.

An open standards-based architecture

Core to OpenScape Business’s technical approach is a full commitment to an open standards-based architecture. This approach means Unify’s solutions can provide maximum flexibility, choice, and cost-effectiveness to its customers. OpenScape Business integrates seamlessly with all industry-standard data networks, servers, and desktop applications, which makes integration straightforward whilst optimising the value of your existing communications equipment. Crucially, an open standardsbased approach also prevents you from being ‘locked-in’ to a single vendor solution, instead allowing you to shop around for best-of-breed applications and services from other suppliers.

Meeting the CIO’s agenda

Provide a secure, reliable and scalable infrastructure.

Drive out complexity and risk through a standardised model.

Provide common communications services across the enterprise.

Centralise core services into strategic data centres.

Reduce costs via on-net calling, SIP services, and virtualisation.

Provide office, mobile, and home flexibility.

Provide a flexible, professional, and robust customer service solution.

OpenScape Business provides a ready-made enterprise communications strategy.

OSB X-range: typical solution topology www.clarityvoice.co.uk

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 virtualisation?

The OpenScape Business S model and server-based Xmodels 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.

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.

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 costsaving benefits of IP telephony, SIP trunking, and virtualisation whilst providing your users, both officebased 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

www.clarityvoice.co.uk

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 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 models have enhanced HD audio. Significantly, they are also 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.

Ergonomic design for ease-of-use

Robust, enterprise-grade security

Customisable interface via XML

HD voice across entire IP portfolio

OpenStage 10

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

OpenStage 15/15G

OpenStage performance in an affordable user-friendly package.

Designed for mass deployments, it has many convenience features such as speed dials, feature keys, and speakerphone.

The 15G model provides Gigabit Ethernet integration.

OpenStage 30

With a vast array of configurable function keys and expansion modules, OpenStage 30 provides great flexibility for outboundcalling specialists and other heavy phone users.

OpenStage IP35G/35G ECO

With its ergonomic design, HD audio, and small footprint, this device is ideal for knowledge workers or contact centre agents. It has several

‘heavy user’ features such as fingertip controls, duplex speakerphone, and headphone jack, and provides network integration through Gigabit

Ethernet. The 35G ECO provides an even more energy-efficient option.

TDM

Low price entry-level unit suitable for a

wide variety of users

TDM IP SIP

Affordable, userfriendly handset ideal

for mass deployments

TDM

Highly configurable handset ideal for

‘outbound’ specialists

SIP IP

High value IP phone suitable for knowledge workers

www.clarityvoice.co.uk

OpenStage 40/40G

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

OpenStage IP55G

Designed for managers and executives its high-end design incorporates a large colour display, soft key navigation, and a full suite of features.

Mobile productivity is enhanced with a unique ‘Follow Me’ setting that automatically diverts calls to the user’s mobile.

OpenStage 60/60G

With HD voice, colour display, and flexible personalisation options, this handset makes an ideal choice for executive/assistant environments and people regularly switching between desktop and mobile devices. The

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

The smallest phone in the Gigaset Professional range, making it ideal for employees who spend lots of time away from their desks. The handset provides up to 10 hours talk time, hands-free speakerphone, 250 entry directory, and

Bluetooth headset, to ensure users can easily stay connected whilst on the move.

OpenStage S5

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

OpenStage M3 Professional

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

DECT

Our smallest and lightest DECT handset - ideal for

roaming users

DECT

DECT handset ideal for managers and team leaders

on the move

DECT

Robust and reliable handset for industrial

environments

www.clarityvoice.co.uk

TDM IP SIP

Customisable handset ideal for desk sharers and teams

SIP IP

Powerful and elegant – a high performance IP phone for executives

TDM IP SIP

Premium desk phone for executive users

Clarity Voice

100 Hagley Road

Birmingham

B16 8QQ

0330 123 2254 [email protected]

Handsets

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