OpenScape Office V3

OpenScape Office V3
OpenScape Office V3, Feature Description
P31003P1030F100017618
05/2012
Siemens Enterprise Communications GmbH & Co. KG
2012
Documentation
OpenScape Office V3
Feature Description
A31003-P1030-F100-13-7618
Siemens Enterprise Communications
www.siemens-enterprise.com
Our Quality and Environmental Management
Systems are implemented according to the
requirements of the ISO9001 and ISO14001
standards and are certified by an external certification
company.
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

Copyright © Siemens Enterprise
Communications GmbH & Co. KG 05/2012
Hofmannstr. 51, D-80200 München
Siemens Enterprise Communications GmbH & Co. KG 
is a Trademark Licensee of Siemens AG
Reference No.: A31003-P1030-F100-13-7618
The information provided in this document contains
merely general descriptions or characteristics of
performance which in case of actual use do not always
apply as described or which may change as a result of
further development of the products. An obligation to
provide the respective characteristics shall only exist if
expressly agreed in the terms of contract. Availability
and technical specifications are subject to change
without notice.
Siemens Enterprise Communications
www.siemens-enterprise.com
OpenScape, OpenStage and HiPath are registered
trademarks of Siemens Enterprise
Communications GmbH & Co. KG. 
All other company, brand, product and service names
are trademarks or registered trademarks of their
respective holders.
Contents
1 Introduction and Important Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1 About this Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.1 Documentation and Target Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.2 Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.3 Types of Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.4 Display Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2 Safety Information and Warnings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.1 Warnings: Danger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.2 Warnings: Warning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.3 Warnings: Caution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.4 Warnings: Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3 Important Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.1 Emergencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2 Intended Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.3 Correct Disposal and Recycling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.4 Installation Standards and Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.4.1 Connecting OpenScape Office MX to the Power Supply Circuit . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.4.2 Connecting OpenScape Office LX and OpenScape Office HX to the Power Supply Circuit . . . .
1.3.4.3 Shielded Cabling for LAN, WAN and DMZ Connections of OpenScape Office MX . . . . . . . . . . .
1.3.4.4 Marks (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.5 Notes on Electromagnetic and Radio Frequency Interference (MX) . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.6 Data Protection and Data Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.7 Technical Regulations and Conformity (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.7.1 CE Conformity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.7.2 Conformity with US and Canadian Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.7.3 Conformity with International Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.8 Operating Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.8.1 Operating Conditions for OpenScape Office MX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.8.2 Operating Conditions for OpenScape Office LX and OpenScape Office HX . . . . . . . . . . . . . . . .
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2 System Overview and Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1 System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.1 OpenScape Office LX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.2 OpenScape Office MX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.3 OpenScape Office HX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.4 Communications Clients, Mobility Clients and Contact Center Clients. . . . . . . . . . . . . . . . . . . . . . . . .
2.1.5 Supported Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.6 Infrastructure Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.7 Open Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.8 Recommended and Certified Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1.9 Additional Links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2 Sample Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2.1 Sample Scenario for OpenScape Office LX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2.2 Sample Scenario for OpenScape Office MX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2.3 Sample Scenario for OpenScape Office HX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3 Hardware and Installation of OpenScape Office MX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
3.1 OpenScape Office MX System Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
A31003-P1030-F100-13-7618, 05/2012
OpenScape Office V3, Feature Description
3
Contents
3.1.1 Motherboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3.1.2 Slot and Access Designations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
3.2 Gateway Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
3.2.1 Not for U.S. and Canada: Gateway Module GMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
3.2.2 Not for U.S. and Canada: Gateway Module GMSA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
3.2.3 Not for U.S. and Canada: Gateway Module GME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
3.2.4 For U.S. and Canada only: Gateway Module GMT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
3.2.5 Gateway Module GMAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
3.2.6 Gateway Module GMAL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
3.3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
3.3.1 Prerequisites for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
3.3.2 Preparatory Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3.3.3 Installation Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3.3.4 Protective Grounding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3.3.5 Trunk connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3.3.6 Integration in the LAN Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3.3.7 Connecting ISDN Phones and Analog Phones and Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
3.3.8 Closing Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
3.4 Multibox Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
3.4.1 Details on Multibox Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
3.4.2 Configuring a Multibox System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
4 Administration Concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
4.1 Web Based Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
4.1.1 Prerequisites for OpenScape Office Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
4.1.2 OpenScape Office Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
4.1.3 User Administration of OpenScape Office Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
4.1.4 Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.2 Wizards (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.2.1 Wizards – Basic Installation (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.2.2 Wizards – Network / Internet (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.2.3 Wizards – Telephones / Subscribers (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
4.2.4 Wizards – Central Telephony (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
4.2.5 Wizards – User Telephony (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
4.2.6 Wizards – UC Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
4.3 Expert mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4.3.1 Expert Mode - Maintenance > Configuration (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4.3.2 Expert Mode - Maintenance > Software Image (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.3.3 Expert Mode - Maintenance > Traces (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.3.4 Expert Mode - Maintenance > Events (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.3.5 Expert Mode - Maintenance > SNMP (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.3.6 Expert Mode - Maintenance > Admin Log (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.3.7 Expert Mode - Maintenance > Actions (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.3.8 Expert Mode - Maintenance > Platform Diagnostics (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.3.9 Expert Mode - Maintenance > Application Diagnostics (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.3.10 Experten-Modus – Telephony > Basic Settings (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.3.11 Expert Mode – Telephony > Security (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
4.3.12 Expert Mode – Telephony > Network Interfaces (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.3.13 Expert Mode – Telephony > Routing (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.3.14 Expert Mode – Telephony Voice > Voice Gateway (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.3.15 Experten-Modus – Telephony > Stations (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.3.16 Expert Mode – Telephony > Incoming Calls (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
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Contents
4.3.17 Expert Mode – Telephony > Trunks/Routing (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3.18 Experten-Modus – Telephony > Classes of Service (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3.19 Expert Mode – Telephony > Auxiliary Equipment (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3.20 Experten-Modus – Telephony > Payload (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3.21 Experten-Modus – Telephony > Statistics (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3.22 Expert Mode – Applications > UC Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3.23 Expert mode – Applications > Web Services (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4 Service Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.1 Service Center - Download Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.2 Service Center – Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.3 Service Center – Software Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.4 Service Center – E-mail Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.5 Service Center – Remote Access (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.6 Service Center – Restart / Reload. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.7 Service Center – Diagnostics > Status (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.8 Service Center – Diagnostics > Event Viewer (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.9 Service Center – Diagnostics > Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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5 Connection to Service Provider (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5.1 Internet Access (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5.1.1 Internet Access via an External Internet Router (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
5.1.2 Internet Access via an Internet Modem (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
5.1.3 WAN Port (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
5.1.4 NAT (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
5.1.5 DNS, Domain Name Service (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
5.1.6 Gateway DNS Functionality (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
5.1.7 DNS Zones (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
5.1.8 DynDNS (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
5.1.9 IP Routing (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
5.1.10 IP Mapping (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.2 IP Telephony (Voice over IP, VoIP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.2.1 ITSP Requirements (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
5.2.2 Internet Telephony via a Station Connection (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
5.2.3 Internet Telephony via a Point-to-Point Connection (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
5.2.4 STUN (Simple Traversal of UDP through NAT (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
5.3 Outside Line (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
5.3.1 Trunks (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
5.3.2 Routes (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.3.3 Prioritization for Exchange Line Seizure (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
5.3.4 Dial Tone Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
6 Subscribers/Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.1 Dial Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.1.1 Default Dial Plan for OpenScape Office LX/MX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.1.2 Individual Dial Plan for OpenScape Office LX/MX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2 IP Stations and LAN Telephony (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.1 IP User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.2 LAN Telephony Requirements (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.3 IP Addresses (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.4 DHCP, Dynamic Host Configuration Protocol (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.5 IP Protocols (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.6 Audio Codecs (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.7 RTP Payload for Telephony Tones According to RFC2833 (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . .
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6.2.8 Quality of Service (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
6.2.9 CorNet-IP Security (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.2.10 Key Programming (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
6.3 ISDN Stations and Analog Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
6.3.1 ISDN Stations (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
6.3.2 Analog Stations (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
6.4 Users of the UC Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
6.5 Virtual Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
6.5.1 Virtual Stations for Mobility Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
6.5.2 Virtual stations for call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
6.6 Station and User Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
6.7 Configuring Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
6.7.1 Configuring Stations Using Wizards (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
6.7.2 Configuring Stations in Expert Mode (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
6.7.3 Configuring Users of the UC Suite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
6.7.4 Exporting Subscriber Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
6.8 Configuring Station and User Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
6.8.1 Configuring Station Profiles (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
6.8.2 Configuring the User Profiles of UC Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
7 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
7.1 Licensing Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
7.1.1 License Server (Central License Server, CLS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
7.1.2 Grace Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
7.1.3 MAC Address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
7.1.4 Advanced Locking ID (LX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
7.1.5 Licensing Process using OpenScape Office MX as an Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
7.2 Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
7.2.1 Basic Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
7.2.2 Extension Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
7.2.3 Licenses for Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
7.2.4 Evaluation Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
7.2.5 Upgrade Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
7.3 Activating and Updating Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
7.3.1 Activating Licenses (MX/LX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
7.3.2 Updating a License (MX/LX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
7.4 Licensing in an Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
7.4.1 Licensing Process in the Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
7.5 License Information in OpenScapeOffice Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
7.5.1 License Information without a Network (Standalone) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
7.5.2 License Information in an Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
8 Unified Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
8.1 UC Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
8.1.1 myPortal for Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
8.1.2 myPortal for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
8.1.3 myPortal for Zimbra . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
8.1.4 myPortal for OpenStage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
8.1.5 Fax Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
8.1.6 myAttendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
8.1.7 Prerequisites for UC PC Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
8.1.8 Prerequisites for myPortal for Zimbra . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
8.1.9 Prerequisites for myPortal for OpenStage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
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8.1.10 Silent installation/Uninstallation for UC PC Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.1.11 Automatic Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2 Presence Status and CallMe Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.1 Presence Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.2 CallMe Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.3 Status-based Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.4 Rule-Based Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3 Directories and Journal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.1 Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.2 Internal Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.3 External Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.4 External Offline Directory (LDAP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.5 System Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.6 Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.7 OpenScape Office Directory Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.8 Favorites List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.3.9 Journal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.4 Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.4.1 Call Number Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.4.2 Desktop Dialer and Clipboard Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.4.3 Screen Pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.4.4 Record calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5 Conferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5.1 Conference Management (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5.2 Ad-hoc conference (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5.3 Scheduled Conference (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5.4 Permanent Conference (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5.5 Open Conference (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.5.6 Web Collaboration Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6 Voice and Fax Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.1 Voicemail Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.2 Voicemail Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.3 Phone Menu of the Voicemail Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.4 Fax Box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.5 Sending Fax Messages with Fax Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.6 Notification Service for Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.7 Sending E-mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.8 SMS Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.6.9 Fax over IP (T.38 Fax) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.7 Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.7.1 Instant Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.8 AutoAttendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.8.1 Central AutoAttendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.8.2 Personal AutoAttendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.8.3 Announcements for the AutoAttendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.8.4 Profiles for the AutoAttendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.9 Attendant Console Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.9.1 Subscriber Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.9.2 Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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9 Functions at the Telephone (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
9.1 Making Calls (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
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9.1.1 Digit Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
9.1.2 En-Bloc Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
9.1.3 End-of-Dialing Recognition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
9.1.4 Editing the Telephone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
9.1.5 Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
9.1.6 System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
9.1.7 Individual Speed Dialing (ISD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
9.1.8 Direct station select . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
9.1.9 Speaker Calls / Direct Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
9.1.10 Associated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
9.1.11 Trunk Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
9.1.12 Private Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
9.2 Call Signaling, Calling Line ID (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
9.2.1 Different Call Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
9.2.2 Calling Line Identification Presentation (CLIP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
9.2.3 Calling Line Identification Restriction (CLIR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
9.2.4 Connected Line Identification Presentation (COLP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
9.2.5 Connected Line Identification Restriction (COLR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
9.2.6 CLIP No Screening (Transmission of Customer-Specific Phone Number Information). . . . . . . . . . . . 218
9.2.7 CLIP for Analog Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
9.2.8 Ringer Cutoff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
9.2.9 Translating Station Numbers to Names for System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
9.3 Functions During a Call (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
9.3.1 Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
9.3.2 Parking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
9.3.3 Consultation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
9.3.4 Alternate (Toggle/Connect) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
9.3.5 Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
9.3.6 Automatic Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
9.3.7 Call Monitoring (Selected Countries Only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
9.4 Controlling Availability (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
9.4.1 Call Forwarding on Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
9.4.2 Call Forwarding—No Answer (CFNA) With a Timeout (Fixed Call Forwarding) . . . . . . . . . . . . . . . . 224
9.4.3 Call Forwarding (CF) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
9.4.4 Call Forwarding After Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
9.4.5 External Call Forwarding - No Answer (Not for U.S.). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
9.4.6 Ringing Assignment / Call Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
9.4.7 Rejecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
9.4.8 Deferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
9.4.9 Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
9.5 Optimizing Communication (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
9.5.1 Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
9.5.2 Call waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
9.5.3 Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
9.5.4 Advisory Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
9.5.5 Message Texts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
9.5.6 Associated Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
9.5.7 Reset activated features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
9.5.8 Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
10 Working in a Team (Groups) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
10.1 Call Pickup Group, Group Call and Hunt Group (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
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10.1.1 Call Pickup Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.1.2 Group Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.1.3 Hunt Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.1.4 Configuring Call Pickup Groups, Group Calls and Hunt Groups using Wizards . . . . . . . . . . . . . . .
10.1.5 Configuring Call Pickup Groups, Group Calls and Hunt Groups using Expert Mode . . . . . . . . . . . .
10.2 Team Configuration / Team Group and Executive/Secretary or Top Group (LX/MX) . . . . . . . . . . . . . . .
10.2.1 Team Configuration / Team Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.2.2 Executive/Secretary or Top Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.2.3 Configuring Team Configurations / Team Groups and Executive/Secretary 
Functions / Top Groups using Wizards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.2.4 Configuring Team configurations / Team groups and Executive/Secretary 
functions / Top groups using Expert mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.3 Basic MULAP and Executive MULAP (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.3.1 Basic MULAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.3.2 Executive MULAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.3.3 Configuring Basic MULAPs and Executive MULAPs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.4 Voicemail Group and Fax Box Group (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.4.1 Voicemail Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.4.2 Fax Box Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.4.3 Configuring Voicemail Box Groups and Fax Box Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.5 Speaker Call for Groups (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.5.1 Internal Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.5.2 Transfer to Group from Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6 UCD (Uniform Call Distribution) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.1 Call Distribution / UCD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.2 UCD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.3 Wrap up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.4 Call Prioritization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.5 Accepting UCD Calls Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.6 UCD queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.7 UCD Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.8 UCD Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.9 Announcements / Music on Hold for UCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.10 Transfer to UCD Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.6.11 Releasing UCD from Analog Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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11 Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.1 Toll and Call Restrictions (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.1.1 Selective Seizure of Exchange Lines (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.1.2 Classes of Service, Toll Restriction (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.1.3 CON Groups (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.1.3.1 CON Groups (Traffic Restriction Groups) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.1.3.2 Assigning Speed-Dialing Numbers to CON Groups (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . .
11.2 Night Service and Intercept (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.2.1 Night Service (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.2.2 Intercept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.3 LCR (Least Cost Routing) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.3.1 LCR Functionality (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.3.2 LCR Dial Plan (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.3.3 LCR Routing Tables (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.3.4 LCR Class of Service (COS) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11.3.5 LCR Outdial Rules (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Contents
11.3.6 Network Carriers (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
11.4 Emergency Calls (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
11.4.1 Hotline after Timeout / Hotline (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
11.4.2 Trunk Release for Emergency Call (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
11.4.3 For U.S. and Canada only: E911 Emergency Call Service (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . 286
11.4.4 Emergency Calls in Combination with Mobile Logon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
11.4.4.1 Configuring the Emergency Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
11.5 Call Admission Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
11.5.1 Limiting the Number of Simultaneous Calls via an ITSP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
11.5.2 Restricting the Bandwidth Requirements for Gateway Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
11.5.3 Limiting the Number of Calls in Networking Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
12 Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
12.1 Contact Center Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
12.1.1 myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
12.1.2 Prerequisites for myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
12.1.3 myReports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
12.1.4 Prerequisites for myReports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
12.1.5 Notes on Using myAgent and UC Clients Simultaneously . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
12.2 Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
12.2.1 Agent Functions Independent of the Authorization Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
12.2.2 Preferred Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
12.2.3 Agents in multiple queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
12.2.4 Contact Center Breaks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
12.3 Queues and Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
12.3.1 Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
12.3.2 Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
12.3.3 Wrap up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
12.3.4 Grade of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
12.3.5 Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
12.3.6 Agent Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
12.4 VIP service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
12.4.1 VIP Caller Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
12.4.2 VIP Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
12.5 Fallback solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
12.6 Configuring the Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
12.6.1 Example of an OpenScape Office MX Contact Center Configuration . . . . . . . . . . . . . . . . . . . . . . . . 317
12.6.2 Example of an OpenScape Office HX Contact Center Configuration . . . . . . . . . . . . . . . . . . . . . . . . 319
12.6.3 Configuration Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
12.7 Notes on Using the Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
12.7.1 Using the Contact Center in a Communication System with IP Trunks and Outside Line . . . . . . . . 328
12.7.2 Restrictions on Operating the Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
12.8 Notes on the Use of DECT Telephones (HiPath Cordless Office) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
12.9 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
12.9.1 Predefined Report Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
12.9.2 Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
13 Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
13.1 Integrated Mobility Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
13.2 Mobility on the Road . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
13.2.1 myPortal for Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
13.2.1.1 Prerequisites for myPortal for Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
13.2.2 Mobility Entry (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
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13.2.3 Comparison between myPortal for Mobile and Mobility Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.2.4 Dependencies for myPortal for Mobile and Mobility Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.2.5 One Number Service (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.2.6 Dual-Mode Telephony (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.2.7 Configuring myPortal for Mobile and Mobility Entry (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.2.8 Configuring myPortal for Mobile and Mobility Entry (HX/HiPath 3000). . . . . . . . . . . . . . . . . . . . . . .
13.2.9 DISA (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3 Mobility in the Office (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3.1 IP Mobility / Desk Sharing (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3.1.1 Mobile Logon (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3.1.2 Flex Call/Mobile PIN (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3.2 HiPath Cordless IP (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3.3 WLAN Phones and Access Points (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.3.4 WLAN Requirements (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13.4 Mobility at Home (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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14 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1 VPN (Virtual Private Network) (MX)
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14.1.1 LAN Requirements for a VPN (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.2 Connecting Teleworkers via a VPN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.3 Networking Communication Systems via a VPN (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.4 VPN - Security Mechanisms (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.5 VPN - Certificates (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.6 VPN - Clients (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.6.1 NCP Client Settings (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.6.2 Microsoft Windows XP Client Settings (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.7 VPN Services (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.8 VPN - Tunnel (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.9 VPN - Rules (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.10 PKI Server (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.1.11 Upgrading a VPN Configuration from V3.2 to V3.3 (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2 Firewall (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.1 Ports and Services (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.1.1 Port Administration and Port Forwarding (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.1.2 Opening Ports (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.2 URL Blocker (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.3 Expression Filter (Web Filter) (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.4 Intrusion Detection System (IDS) (MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.2.5 Services Administration (LX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.3 MAC and IP Address Filtering (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.4 Secure Administration (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.4.1 SSL (Secure Socket Layer) (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.4.2 Admin Log (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.5 Security at the Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.5.1 Central Lock Code, COS Changeover (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.5.2 Individual Lock Code (Locking the Phone) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.6 Signaling and Payload Encryption (SPE) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.7 Samba Share (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14.8 SIP Attack Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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15 Networking OpenScape Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
15.1 Network Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
15.1.1 Homogeneous and Heterogeneous Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
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15.1.2 Single and Multi-Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
15.1.3 Removing a Node from the Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
15.2 Network-wide Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
15.2.1 Network-wide Features of UC Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
15.2.2 Network-wide Voice Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
15.2.3 Central Intercept Position in the Internetwork (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
15.3 Licensing an Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
15.4 Networking Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
15.4.1 LAN Networking Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
15.4.2 WAN Networking Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
15.4.3 Dial Plan in the Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
15.5 Path Optimization (Path Replacement) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
15.6 Networking Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399
15.6.1 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399
15.6.2 Scenario 1: Networking Multiple OpenScape Office MX Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . 401
15.6.3 Configuring Scenario 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
15.6.4 Scenario 2: Networking Multiple OpenScape Office HX Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
15.6.5 Configuring Scenario 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
15.6.6 Scenario 3: Networking of OpenScape Office LX and OpenScape Office MX (Single Gateway) . . . 410
15.6.7 Configuring Scenario 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
15.6.8 Scenario 4: Networking Multiple OpenScape Office MX Systems with one 
OpenScape Office LX (Multi- Gateway). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
15.6.9 Configuring Scenario 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
15.6.10 Scenario 5: Networking OpenScape Office LX/MX/HX and HiPath 3000 . . . . . . . . . . . . . . . . . . . . 426
15.7 Synchronization Status in the Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
15.7.1 Manual Synchronization in the Internetwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
15.8 Survivability (Only LX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
16 Application Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
16.1 XMPP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
16.2 Application Launcher. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
16.2.1 Prerequisites for Application Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
16.2.2 Profile with Configuration Data for Application Launcher. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
17 Auxiliary Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
17.1 Fax Devices and Fax Servers (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
17.2 Entrance Telephone and Door Opener (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
17.3 OpenStage Gate View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
17.3.1 Legal Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
17.3.2 Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
17.3.3 Function Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
17.3.4 Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
17.3.5 Initial Setup of OpenStage Gate View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
17.3.6 OpenStage Gate View Video Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
17.3.7 OpenStage Gate View Entrance Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
17.3.8 OpenStage Gate View User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
17.3.9 OpenStage Gate View Server Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
17.3.10 OpenStage Gate View Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
18 Accounting (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
18.1 Call Detail Recording (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
18.1.1 Call Detail Recording Central (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
18.1.2 Enabling or Disabling Call Detail Recording (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
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18.1.3 Account Codes (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.2 Display of Call Charges and Call Duration (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.2.1 Advice of Charges at Station (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.2.2 Call Duration Display on Telephone (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.2.3 Call-Charge Display with Currency (not for U.S.) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.3 Cost Control (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.3.1 Expensive Connection Route Advisory (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.3.2 Toll Fraud Monitoring (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.4 Accounting Tools (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.4.1 Accounting Manager (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18.4.2 Teledata Office (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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19 Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1 Telephony Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.1 Date and Time (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.2 SNTP (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.3 Telephone Logos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.4 Customized Display ( (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.5 Flexible Menus (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.6 Music on Hold (LX/MX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.7 Music on Hold / Announcements Wizard (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.8 Announcements (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.9 User to User Signaling (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.10 Voice Channel Signaling Security (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.11 Time Parameters (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.1.12 Controlling Centrex Features (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.2 Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.2.1 Backup Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.2.2 Backup Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.2.3 Immediate Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.2.4 Scheduled Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.2.5 Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.3 Updates and Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.3.1 Using an Internal Web Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.3.2 Updating OpenScape Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.3.3 Updating System Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.3.4 Software Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.3.5 Upgrading from OpenScape Office V2 LX/MX to OpenScape Office V3 LX/MX . . . . . . . . . . . . . . .
19.3.6 Upgrading from OpenScape Office HX V2 to OpenScape Office V3 HX . . . . . . . . . . . . . . . . . . . . .
19.3.7 Upgrading UC Clients from V2 to V3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4 Restart, Reload, Shutdown, Factory Reset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4.1 Restarting OpenScape Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4.2 Reloading OpenScape Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4.3 Restarting the UC Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4.4 Restarting the Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4.5 Shutting Down the OpenScape Office MX Communication System . . . . . . . . . . . . . . . . . . . . . . . .
19.4.6 Factory Reset of the OpenScape Office MX Communication System . . . . . . . . . . . . . . . . . . . . . . .
19.4.7 System Behavior after Pressing the On/Off Switch (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19.4.8 System Behavior after Unlocking the Module Release Latch of the Motherboard (MX) . . . . . . . . .
19.4.9 System Behavior after Initiating a Reset via the Reset Switch (MX) . . . . . . . . . . . . . . . . . . . . . . . .
19.4.10 System Behavior after Initiating a Reload via the Reset Switch (MX) . . . . . . . . . . . . . . . . . . . . . .
19.5 Inventory Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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19.5.1 System Status (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
19.5.2 Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
19.5.3 Hardware Configuration (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480
19.6 Automatic Actions ( (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480
19.6.1 Garbage Collection Automatic Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
19.6.2 DLS Notification Automatic Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
19.7 Monitoring and Maintenance of OpenScape Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
19.7.1 Checking the Network Connection (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
19.7.2 SNMP (Simple Network Management Protocol) (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
19.7.3 Manual Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
19.7.4 Traces (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
19.7.5 Events (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
19.7.6 Configuration Data for Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
19.8 Monitoring and Maintaining the UC Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
19.8.1 Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
19.8.2 Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 497
19.8.3 Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
19.9 Remote Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
19.9.1 Remote Access (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
19.9.2 SSDP (Smart Services Delivery Platform) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499
19.9.3 Remote Service via VPN (MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
19.9.4 PIN for Activating and Deactivating the Remote Service via VPN and the SSDP Service Plugin . . 501
19.9.5 Online User ( (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
20 Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
20.1 Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
20.2 Supported Standards (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
20.3 Configuration Limits and Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
20.4 Euro-ISDN Features (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
20.5 Features of the UC Clients that can be used with SIP Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
20.6 SIP Features Supported by OpenScape Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521
20.7 Codes for Activating and Deactivating Features (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
20.8 IP Protocols and Port Numbers Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
20.8.1 IP Protocols and Port Numbers for Server Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
20.8.2 IP Protocols and Port Numbers for Client Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
20.9 Interface Ranges for Subscriber Lines (MX ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540
20.10 Standards and Attenuation Values for Trunk Connections (MX ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
20.11 System Flags (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
20.12 Station Flags (LX/MX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
21 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554
21.1 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570
14
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Introduction and Important Notes
About this Documentation
1 Introduction and Important Notes
This introduction provides you with an overview of the documentation structure.
The introduction should assist you in finding information on selected topics faster.
Before you begin with the installation and startup of the communication system,
make sure that you have carefully read the safety information and warnings as
well as the important notes.
INFO: The safety information and requirements inform you about
the safety and other requirements to be observed. The important
notes contain information on the emergency behavior, the
standards and guidelines for the installation, and the radio
frequency interference of the communication system. In addition,
you will also find details on and the proper disposal and recycling
of the communication system here.
Related Topics
1.1 About this Documentation
This document describes OpenScape Office.™.
This document describes the UC communication systems OpenScape Office LX
and OpenScape Office MX as well as OpenScape Office HX and the UC Suite for
the HiPath 3000 communication system. The headers of the features contain an
identifier to show which feature applies to which system:
•
Headers identified with (LX) describe features for OpenScape Office LX.
•
Headers identified with (MX) describe features for OpenScape Office MX.
•
Headers identified with (HX) describe features for OpenScape Office HX.
•
Headers identified with (LX/MX) describe features for OpenScape Office LX
and OpenScape Office MX.
•
Headers without identifiers apply to all systems.
INFO: In this document, OpenScape Office LX and
OpenScape Office MX are both referred to generically as the
communication system.
Related Topics
1.1.1 Documentation and Target Groups
The documentation is intended for various target groups.
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15
Introduction and Important Notes
About this Documentation
Administrator and Service Documentation
•
OpenScape Office V3, Feature Description
This document describes all features and is intended for Sales and
customers. This document is an extract from OpenScape Office V3,
Administrator documentation .
•
OpenScape Office V3, Getting Started
This document is included with the communication system. It provides a quick
overview of the initial installation of the communication system and is
intended for administrators. This document is an extract from OpenScape
Office V3, Administrator documentation .
•
OpenScape Office V3, OpenScape Office LX, Installation Guide
This document describes the installation of the OpenScape Office V3 LX
communication system and is intended for administrators. This document is
an extract from OpenScape Office V3, Administrator documentation .
•
OpenScape Office V3, OpenScape Office MX, Installation Guide
This document describes the installation of the OpenScape Office V3 MX
communication system and is intended for administrators. This document is
an extract from OpenScape Office V3, Administrator documentation .
•
OpenScape Office V3, OpenScape Office HX, Installation Guide
This document describes the installation of the UC Suite for HiPath 3000 and
is intended for administrators. This document is an extract from OpenScape
Office V3, Administrator documentation .
•
OpenScape Office V3, Linux, Installation Guide
This document describes the installation of Linux for OpenScape Office LX
und OpenScape Office MX communication systems and is intended for
administrators. This document is an extract from OpenScape Office V3,
Administrator documentation .
•
OpenScape Office V3, Planning Guide
This document provides guidelines for the planning of
OpenScape Office V3 MX and OpenScape Office V3 LX and is intended for
project planners. This document is an extract from OpenScape Office V3,
Administrator documentation .
•
OpenScape Office V3, Administrator documentation
This document provides a complete description of the hardware, installation,
configuration, operation, features and administration and is intended for
administrators. It includes all the contents of the documentation listed above.
The Administrator documentation is available in the system as online help.
User Guides
16
•
OpenScape Office V3, myPortal for Desktop, User Guide
This document describes the installation, configuration and operation of the
integrated application myPortal for Desktop and is intended for the user.
•
OpenScape Office, myPortal for Outlook, User Guide
This document describes the installation, configuration and operation of the
integrated application myPortal for Outlook and is intended for the user.
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•
OpenScape Office V3, myPortal for Mobile/Tablet/Zimbra, User Guide
This document describes the configuration and operation of
myPortal for Mobile for mobile phones and tablet PCs and myPortal for
Zimbra and is intended for the user.
•
OpenScape Office V3, myPortal for OpenStage, User Guide
This document describes the configuration and operation of
myPortal for OpenStage and is intended for the user.
•
OpenScape Office V3, Fax Printer, User Guide
This document describes the installation, configuration and operation of the
integrated application OpenScape Office Fax Printer and is intended for the
user.
•
OpenScape Office V3, Application Launcher, User Guide
This document describes the installation, configuration and operation of
Application Launcher and is intended for the user.
•
OpenScape Office V3, myAgent, User Guide
This document describes the installation, configuration and operation of the
integrated application myAgent and is intended for the user.
•
OpenScape Office V3, myReports, User Guide
This document describes the installation, configuration and operation of the
integrated application myReports and is intended for the user.
•
OpenScape Office V3, myAttendant, User Guide
This document describes the installation, configuration and operation of
myAttendant and is intended for the user.
Related Topics
1.1.2 Structure
This section shows you how the content of this documentation is structured.
Section
Contents
Introduction and
Important Notes
This introduction provides you with an overview of the
documentation structure. The introduction should assist you
in finding information on selected topics faster. Before you
begin with the installation and startup of the communication
system, make sure that you have carefully read the safety
information and warnings as well as the important notes.
System Overview and
Scenarios
The System Overview provides you with an introduction to
the features of the communication system. The scenarios
depict typical deployment scenarios for selected topics.
Hardware and Installation The OpenScape Office MX communication system is a
of OpenScape Office MX modular system that can be deployed as a one-box system
(consisting of a single OpenScape Office MX system box) or
as a multibox system (consisting of two or three OpenScape
Office MX system boxes). Every OpenScape Office MX
system box is equipped with a motherboard and provides
three slots for installing optional gateway modules for the
trunk and station connections.
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Introduction and Important Notes
About this Documentation
Section
Administration Concept
Contents
The administration of OpenScape Office is performed using
web-based management (OpenScape Office Assistant). The
user administration of the web-based management allows
you to set up role-based administration.
Installing the Linux Server This section describes the prerequisites and initial startup of
the Linux server that is required to operate
OpenScape Office LX and OpenScape Office HX.
18
Installing OpenScape
Office LX
The initial installation of OpenScape Office LX with
OpenScape Office Assistant is described here with the aid of
a selected installation example.
Installing OpenScape
Office MX
The initial installation of OpenScape Office MX with
OpenScape Office Assistant is described here with the aid of
a selected installation example.
Installing OpenScape
Office HX
The initial installation of OpenScape Office Assistant is
described here with the aid of a selected basic scenario.
Connection to Service
Provider
The communication system supports different connections to
service providers for Internet access and Internet telephony
via an Internet Telephony Service Provider (ITSP, SIP
Provider). OpenScape Office MX also provides access to
outside lines via ISDN or analog connections through
optional gateway modules.
Station
A subscriber or station is a communication partner connected
to the communication system. In general, every station (apart
from virtual stations) is assigned a terminal. A terminal is, for
example, a telephone, a PC or fax device. The subscribers
can also be users of the OpenScape Office clients (e.g.,
users of myPortal for Outlook).
Licensing
Licensing is mandatory for the operation of OpenScape
Office. Following the initial startup, the licensing must be
completed within 30 days (called the Grace Period);
otherwise, when this period expires, the system will only
operate in restricted emergency mode.
Unified Communications
Unified Communications offers features such as the
Presence status and CallMe, conferencing (not with
OpenScape office HX), as well as voicemail and fax
functionality in the myPortal for Desktop and
myPortal for Outlook clients. myAttendant also provides
Attendant Console functions.
Functions at the
Telephone
The communication system offers a comprehensive set of
telephony features extending from the usual features such as
hold, toggle/connect and consultation hold, etc., through
various call signaling mechanisms, down to call transfers, call
deflections and call forwarding.
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Introduction and Important Notes
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Section
Contents
Working in a Team
(Groups)
Several features are provided by the communication system
to enable and facilitate working in a team. Besides call pickup
groups, group calls and hunt groups, this also includes
groups with team and executive/secretary functions as well
as voicemail box and fax box groups. The "UCD (Uniform
Call Distribution)" feature enables incoming calls to be
uniformly distributed to a group of users (UCD group).
Call Routing
The communication system offers Toll and Call Restrictions,
a Night Service, powerful LCR (Least Cost Routing)
capabilities and different options for making emergency calls.
Multimedia Contact
Center
The OpenScape Office Contact Center is a powerful solution
for the optimum distribution and handling of incoming calls,
faxes and e-mails. Intelligent skills-based distribution ensures
that callers are always connected to the best qualified
agents, regardless of which contact medium is used. A
number of convenient functions for handling and wrapping up
calls, faxes and e-mails are offered to the Contact Center
agents via the myAgent application. myReports provides a
number of report templates for analyzing the Contact Center
operations.
Mobility
OpenScape Office provides integrated mobility solutions for
any business. This typically includes the integration of mobile
phones/smartphones, the usage of Cordless and WLAN
phones, etc., down to Desk Sharing and teleworking. Mobility
includes Mobility on the road, Mobility in the office and
Mobility at home.
Security
The term security includes not only the security in a data
network with secure access by users (via a VPN and secure
administration using SSL) and with restricted system access
(through firewalls, IP and MAC address filtering and a DMZ),
but also the security against unauthorized access at
telephones (e.g., telephone locks).
Networking OpenScape
Office
OpenScape Office enables the networking of OpenScape
Office MX, OpenScape Office LX and OpenScape Office HX.
In this network-wide unified communications solution,
subscribers can now use features such as the presence
status, voicemail, conferencing and much more in exactly the
same way as was originally possible with only a single
OpenScape Office communication system.
Auxiliary Equipment
Auxiliary equipment consists of external devices (such as a
fax device or door opener) that are connected to the
interfaces of the communication system. Using an IP-enabled
camera, the video surveillance solution Gate View can be
deployed.
Application Connectivity
Application connectivity is supported by the system, e.g., with
XMPP and Application Launcher.
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19
Introduction and Important Notes
About this Documentation
Section
Contents
Accounting
Accounting offers call detail recording, the display of call
charges and call duration, as well as cost control and
accounting tools.
Maintenance
OpenScape Office offers several maintenance options. This
includes changing the telephony settings, backing up and
restoring the configuration data, updating the software with
updates and upgrades and restarting/reloading functions. In
addition, appropriate functions to determine status and for
monitoring and maintenance are available. Remote access to
OpenScape Office is possible via different Remote Services.
Appendix
This appendix contains reference information such as the
supported languages, standards, configuration limits and
capacities, Euro-ISDN features, codes for enabling and
disabling features, feature codes using DTMF and the IP
protocols and port numbers used.
Related Topics
1.1.3 Types of Topics
The types of topics include concepts and operating instructions (tasks).
Type of topic
Contents
Title
Concept
Explains the "What".
without a verb, e.g., Call
Duration Display on Telephone.
Operating
instructions
Describe task-oriented
application cases – i.e., the
"How" – and assumes
familiarity with the associated
concepts.
Starts with "How to" followed by
a verb, e.g., How to Enable or
Disable the Call Duration Display
on a Telephone.
Related Topics
1.1.4 Display Conventions
This documentation uses a variety of methods to present different types of
information.
Purpose
20
Appearance
Sample
User Interface Elements
Bold
Click OK.
Menu sequence
>
File > Exit
Special emphasis
Bold
Do not delete Name.
Cross-reference text
Italics
You will find more
information in the
topicNetwork.
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Introduction and Important Notes
Safety Information and Warnings
Purpose
Appearance
Sample
Output
Monospace font, e.g.,
Courier
Command not found.
Input
Monospace font, e.g.,
Courier
Enter LOCAL as the file
name.
Key combination
Monospace font, e.g.,
Courier
<Ctrl>+<Alt>+<Esc>
Work Steps and Substeps
Numbered and alphabetical
lists
• Configure the DSL
telephony stations with
the associated DID
phone numbers.
– Click Add.
– Enter the name of the
Internet telephony
station under Internet
Telephony Station.
Alternative Work Steps
Enumeration
• If you want to output
amounts, enable the
check box Display
amounts instead of
units.
• If you want to output
units, clear the check
box Display amounts
instead of units.
Related Topics
1.2 Safety Information and Warnings
Safety information and warnings indicate situations that can result in death, injury,
property damage, and/or data loss.
Work on the communication system and devices should only be performed by
personnel with proper qualifications.
Within the context of this safety information and these warnings, qualified
personnel are people who are authorized to ground and label systems, devices,
and trunks and put them into operation in compliance with the applicable safety
regulations and standards.
Make sure you have read and noted the following safety information and warnings
before installing and starting up the OpenScape Office LX or
OpenScape Office MX communication system.
Make sure you also read carefully and follow all safety information and warnings
printed on the communication system and devices.
Familiarize yourself with emergency numbers.
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Introduction and Important Notes
Safety Information and Warnings
Types of Safety Information and Warnings
This documentation uses the following levels for the different types of safety
information and warning:
DANGER
DANGER
Indicates an immediately dangerous situation that will cause death or
serious injuries.
WARNING
WARNING
Indicates a universally dangerous situation that can cause death or serious
injuries.
CAUTION
CAUTION
Indicates a dangerous situation that can cause injuries.
NOTICE: Indicates situations that can cause property damage
and/or data loss.
Additional symbols for specifying the source of danger more exactly
The following symbol is generally not used in this documentation, but may appear
on the devices or packaging.
ESD - electrostatically sensitive devices
Related Topics
Related Topics
• Important Notes
1.2.1 Warnings: Danger
"Danger" warnings indicate immediately dangerous situations that will cause
death or serious injury.
22
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Safety Information and Warnings
DANGER
DANGER
Risk of electric shock from touching live conductors
•
Note: Voltages over 30 VAC (alternating current) or 60 VDC (direct current)
are dangerous.
•
Only personnel with proper qualifications or qualified electricians should
perform work on the low-voltage network (<1000 VAC), and all work must
comply with the national/local requirements for electrical connections.
•
Opening the case of an OpenScape Office MX system box is forbidden! The
case contains potentially dangerous circuits that are not protected. Opening
the case invalidates the warranty. Siemens Enterprise Communications
GmbH & Co. KG does not assume any liability for damage arising from the
illicit opening of the case.
Related Topics
1.2.2 Warnings: Warning
"Warnings" indicate universal dangerous situations that can cause death or
serious injury.
WARNING
WARNING
Risk of electric shock from touching live conductors
•
When using the OpenScape Office MX communication system in countries
with country-specific requirements (Finland, Canada, Norway, Sweden and
the USA), each OpenScape Office MX system box must be grounded with a
separate grounding wire. Before you start up the system and connect the
phones and phone lines, connect the communication system with a
permanent earthing conductor.
•
Only use systems, tools and equipment which are in perfect condition. Do not
use equipment with visible damage.
•
Replace the power cable immediately if it appears to be damaged.
•
The communication system should only be operated with an outlet that has
connected ground contacts.
•
During a thunderstorm, do not connect or disconnect communication lines
and do not install or remove gateway modules.
•
Disconnect all power supply circuits if you do not require power for certain
activities (for example, when changing cables). Disconnect all the
communication system's power plugs and make sure that the communication
system is not supplied by another power source (uninterrupted power supply
unit, for instance).
Related Topics
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Introduction and Important Notes
Safety Information and Warnings
1.2.3 Warnings: Caution
"Caution" warnings indicate a dangerous situation that can result in injury.
CAUTION
CAUTION
Risk of explosion caused by the incorrect replacement of batteries
The lithium battery should only be replaced with an identical battery or one
recommended by the manufacturer.
CAUTION
CAUTION
Risk of fire
Only use communication lines with a conductor diameter of 0.4 mm (AWG 26) or
more.
CAUTION
CAUTION
General risk of injury or accidents in the workplace
Install cables in such a way that they do not pose a risk of an accident (tripping),
and cannot be damaged.
Related Topics
1.2.4 Warnings: Note
"Note" warnings are used to indicate situations that could result in property
damage and/or data loss.
The following contains important information on how to avoid property damage
and/or data loss:
24
•
When transporting and sending components of the communication system
(such as gateway modules, for example), please use appropriate packaging
to ensure the protection of electrostatic sensitive devices (ESD).
•
Use only original accessories. Failure to comply with this safety information
may damage the system equipment or violate safety and EMC regulations.
•
Sudden changes in temperature can result in condensing humidity. If the
communication system is transported from a cold environment to warmer
areas, for example, this could result in the condensation of humidity. Wait until
the equipment has adjusted to the ambient temperature and is completely dry
before starting it up.
•
Connect all cables only to the specified connection points.
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Important Notes
•
Do not allow easily flammable materials to be stored in or near the room
where the communication system is installed.
•
If no emergency backup power supply is available or if no switchover to
emergency analog phones is possible in the event of a power failure, then no
emergency calls can be made via the communication system following a
power failure.
Related Topics
1.3 Important Notes
These important notes contain information on the emergency behavior, intended
use, and operating conditions of the communication system. In addition, you will
find details on the standards and guidelines for the installation, the radio
frequency interference of the OpenScape Office MX communication system, and
its proper disposal and recycling.
Related Topics
Related Topics
• Safety Information and Warnings
1.3.1 Emergencies
This section provides information on how to proceed in an emergency.
What To Do In An Emergency
•
In the event of an accident, remain calm and controlled.
•
Always switch off the power supply before you touch an accident victim.
•
If you are not able to immediately switch off the power supply, only touch the
victim with non-conductive materials (such as a wooden broom handle), and
first of all try to isolate the victim from the power supply.
First Aid
•
Be familiar with basic first aid procedures for electrical shock. A fundamental
knowledge of the various resuscitation methods if the victim has stopped
breathing or if the victim’s heart is no longer beating, as well as first aid for
treating burns, is absolutely necessary in such emergencies.
•
If the victim is not breathing, immediately perform mouth-to-mouth or mouthto-nose resuscitation.
•
If you have appropriate training, immediately perform heart massage if the
victim’s heart is not beating.
Calling for Help
Immediately call an ambulance or an emergency physician. Provide the following
information in the following sequence:
•
Where did the accident happen?
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Introduction and Important Notes
Important Notes
•
What happened?
•
How many people were injured?
•
What type of injuries?
•
Wait for questions.
Reporting Accidents
•
Immediately report all accidents, near accidents and potential sources of
danger to your manager.
•
Report all electrical shocks, no matter how small.
Related Topics
1.3.2 Intended Use
The communication system may only be used as described in this documentation
and only in conjunction with add-on devices and components recommended and
approved by Siemens Enterprise Communications GmbH & Co. KG.
Prerequisites for the intended use of the communication system include correct
transport, storage, assembly, startup, operation and maintenance of the system.
Related Topics
1.3.3 Correct Disposal and Recycling
Please read the information on the correct disposal and recycling of electrical and
electronic equipment and old batteries.
All electrical and electronic products should be disposed of
separately from the municipal waste stream via designated
collection facilities appointed by the government or the local
authorities. The correct disposal and separate collection of your
old appliance will help prevent potential negative consequences
for the environment and human health. It is a precondition for
reuse and recycling of used electrical and electronic equipment.
For more detailed information about disposal of your old
appliance, please contact your city office, waste disposal
service, the shop where you purchased the product or your
sales representative. The statements quoted above are only
fully valid for equipment which is installed and sold in the
countries of the European Union and is covered by the directive
2002/96/EC. Countries outside the European Union may have
other regulations regarding the disposal of electrical and
electronic equipment.
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Important Notes
Old batteries that bear this logo are recyclable and must be
included in the recycling process. Old batteries that are not
recycled must be disposed of as hazardous waste in compliance
with all regulations.
Related Topics
1.3.4 Installation Standards and Guidelines
This section provides information on the specifications you must comply with
when connecting the communication system to the power supply circuit and when
using shielded cabling for LAN, WAN and DMZ connectors.
Related Topics
1.3.4.1 Connecting OpenScape Office MX to the Power Supply Circuit
The OpenScape Office MX communication system has been approved for
connection to TN-S power supply systems. They can also be connected to a TNC-S power supply system in which the PEN conductor is divided into a ground
wire and a neutral wire. TN-S and TN-C-S systems are defined in the IEC 364-3
standard.
Only qualified electricians should perform any work that may be required on the
low-voltage network. These installation activities to connect the
OpenScape Office MX communication system must be performed in compliance
with IEC 60364-1 and IEC 60364-4-41 or any corresponding legal norms or
national regulations (for example in the U.S. or Canada).
Related Topics
1.3.4.2 Connecting OpenScape Office LX and OpenScape Office HX to the Power
Supply Circuit
For information regarding the connection of OpenScape Office LX and
OpenScape Office HX to the power supply circuit, please refer to the
manufacturer's documentation for the server PC and the other components.
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Important Notes
Only qualified electricians should perform any work that may be required on the
low-voltage network. These installation activities to connect the
OpenScape Office MX and OpenScape Office HX must be performed in
compliance with IEC 60364-1 and IEC 60364-4-41 or any corresponding legal
norms or national regulations (for example in the U.S. or Canada).
Related Topics
1.3.4.3 Shielded Cabling for LAN, WAN and DMZ Connections of OpenScape Office MX
Compliance with CE requirements on electromagnetic compatibility in
OpenScape Office MX communication systems and their LAN, WAN and DMZ
connections is subject to the following conditions:
•
The communication system may only be operated with shielded connection
cables. This means that a shielded Category-5 (CAT.5) cable with a length of
at least 3 m should be used between the shielded LAN, WAN and DMZ
sockets of the communication system and the building installation port or the
external active component port. The cable shield must be grounded at the
building installation end or the external active component end (connection to
the building’s potential equalization terminal).
•
A shielded Category-5 (CAT.5) cable should also be used for shorter
connections with external active components (LAN switch or similar).
However, the active component must feature a shielded LAN connection with
a grounded shield connection (connection to the building’s potential
equalization terminal).
•
The shield properties of the cable components should at least satisfy the
requirements of the European standard EN 50173-1*) "Information
technology - Generic cabling systems" (and all references specified).***)
•
Building installations that are fitted with shielded symmetrical copper cables
throughout in accordance with the Class-D requirements**) of EN 50173-1
satisfy the above condition.***)
*) The European standard EN 50173-1 is derived from the international standard
ISO/IEC 11801.
**) Class-D is reached, for instance, if Category-5 (CAT.5) components (cables,
wall outlets, connection cables, etc.) are installed.
***) UTP cables (U.S. standard EIA/TIA 568 T) are the most widely used cables
on the North American market; this has the following implications for the LAN
connections in communication systems: The system may only be operated with
shielded connection cables. This means that a shielded Category-5 (CAT.5) cable
with a length of at least 3 m should be used between the shielded LAN, WAN and
DMZ sockets of the communication system and the building installation port or the
external active component port. The cable shield must be grounded at the
building installation end or the external active component end (connection to the
building’s potential equalization terminal).
Related Topics
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Important Notes
1.3.4.4 Marks (MX)
This device complies with the EU guideline 1999/5/EEC as
confirmed by the CE certificate.
Related Topics
1.3.5 Notes on Electromagnetic and Radio Frequency Interference (MX)
Please note the information about the radio frequency interference of the
OpenScape Office MX communication system.
•
Not for U.S. and Canada
OpenScape Office MX is a Class B (EN 55022) device.
•
For U.S. and Canada only:
OpenScape Office MX is a Class A (EN 55022) device. Class A equipment
can cause radio frequency interference in residential areas. In such cases,
the providers of the communication system are required to take appropriate
counteractive measures.
Related Topics
1.3.6 Data Protection and Data Security
Please note the details below with respect to protecting data and ensuring
privacy.
This communication system processes and uses personal data for purposes such
as call detail recording, displays, and customer data acquisition.
In Germany, the processing and use of such data is subject to various regulations,
including those of the Federal Data Protection Law (Bundesdatenschutzgesetz,
BDSG). For other countries, please follow the appropriate national laws.
The aim of data protection is to protect the rights of individuals from being
adversely affected by use of their personal data.
In addition, the aim of data protection is to prevent the misuse of data when it is
processed and to ensure that one’s own interests and the interests of other
parties which need to be protected are not affected.
INFO: The customer is responsible for ensuring that the
communication system is installed, operated and maintained in
accordance with all applicable labor laws and regulations and all
laws and regulations relating to data protection, privacy and safe
labor environment.
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Important Notes
Employees of Siemens Enterprise Communications GmbH & Co. KG are bound
to safeguard trade secrets and personal data under the terms of the company’s
work rules.
In order to ensure that the statutory requirements are consistently met during
service – whether on-site or remote – you should always observe the following
rules. You will not only protect the interests of your and our customers, you will
also avoid personal consequences.
A conscientious and responsible approach helps protect data and ensure privacy:
•
Ensure that only authorized persons have access to customer data.
•
Take full advantage of password assignment options; never give passwords
to an unauthorized person orally or in writing.
•
Ensure that no unauthorized person is able to process (store, modify,
transmit, disable, delete) or use customer data in any way.
•
Prevent unauthorized persons from gaining access to storage media such as
backup CDs or log printouts. This applies to service calls as well as to storage
and transport.
•
Ensure that storage media which are no longer required are completely
destroyed. Ensure that no sensitive documents are left unprotected.
•
Work closely with your customer contact; this promotes trust and reduces
your workload.
Related Topics
1.3.7 Technical Regulations and Conformity (MX)
Details on how the OpenScape Office MX communication system meets
conformity requirements can be found here.
Related Topics
1.3.7.1 CE Conformity
CE certification is based on the R&TTE Directive 99/5/EEC.
Standards reference
Safety
EN 60950-1
Electromagnetic Compatibility EN 55022: Class B (EMC, Emission ITE Residential
EMC
Environment)
EN 55024 (EMC, Immunity ITE Residential Environment)
EN 61000-3-2: Class A (EMC, Harmonic Current
Emissions)
Electromagnetic Field EMF
EN 50371 (EMF, General Public Human Field Exposure)
Related Topics
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Important Notes
1.3.7.2 Conformity with US and Canadian Standards
Standards reference
Safety USA
UL 60950-1
Safety Canada
CSA-C22.2 NO. 60950-1-03
EMC Emission
FCC Part 15 Subpart B Class A
Transmission: USA
FCC Part 68
Transmission: Canada
CS-03
Related Topics
1.3.7.3 Conformity with International Standards
Standards reference
Safety
IEC 60950-1
Related Topics
1.3.8 Operating Conditions
Note the environmental and mechanical conditions for operating the
communication system.
Related Topics
1.3.8.1 Operating Conditions for OpenScape Office MX
The environmental and mechanical conditions for operating the
OpenScape Office MX communication system are specified.
Environmental Operating Conditions
Operating limits:
•
Room temperature: + 5 to + 40 °C (41 to 104 °F)
•
Absolute humidity: 1 to 25 g H2O/m3
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Important Notes
•
Relative humidity: 5 to 85%
NOTICE: Damage caused by local temperature increases
Avoid exposing the communication system to direct sunlight and
other sources of heat.
NOTICE: Damage caused by condensation due to humidity
Avoid any condensation of humidity on or in the communication
system before or during operation under all circumstances.
The communication system must be completely dry before you
put it into service.
Mechanical Operating Conditions
The communication system is intended for stationary use.
Related Topics
1.3.8.2 Operating Conditions for OpenScape Office LX and OpenScape Office HX
For details on the environmental and mechanical conditions for operating
OpenScape Office LX and OpenScape Office HX, please also refer to the
manufacturer documentation of the server PCs and the other components.
Related Topics
32
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System Overview
2 System Overview and Scenarios
The System Overview provides you with an introduction to the features of the
communication system. The scenarios depict typical deployment scenarios for
selected topics.
Related Topics
2.1 System Overview
OpenScape Office is the world's first “All in One” Unified Communications (UC)
solution for single and multi-site SMBs that uniquely unifies voice
communications with presence, mobility and office applications providing
unsurpassed business speed, agility and efficiency in a secure and reliable
solution.
OpenScape Office offers:
•
UCC Networking
Network-wide UC features and functions (extended UC domain)
•
Mobility
UC Clients myPortal for Mobile and myPortal for OpenStage
•
Software UC
OpenScape Office LX/MX to support 500 users
•
Virtualization for small and medium size enterprises
OpenScape Office LX/HX Virtualization with VMware vSphere
•
Social networks
Google Chat Integration Presence Federation
OpenScape Office UC Solution
Voice
Mobility
UC
Messaging
Social
Media
Mobility
Contact
Center
Network Services
Session
Control
Presence
Federation
SIP-Q
Trunking
WLAN
Management
Call Data
Recording
Administration
Network-wide
and Licensing User Management
Scalability
OpenScape Office is available in the following variants:
•
Software UC solution OpenScape Office LX
–
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Supports up to 500 users
33
System Overview and Scenarios
System Overview
–
•
•
OpenScape Office LX
SW running on Linux OS & standard server HW:
Virtualization opportunity with VMware vSphere
Carrier connectivity via broadband (ITSP, SIP Trunking)
All-in-one HW/SW UC platform OpenScape Office MX
–
Supports up to 150 users
–
All-in-one functionality comes pre-installed:
Analog and ISDN Subscribers
Carrier connectivity via broadband (ITSP), digital (ISDN) and analog lines
Server-based UC solution OpenScape Office HX for HiPath 3000
–
Supports up to 500 users
–
UC software running on Linux OS & standard server hardware
Virtualization opportunity with VMware vSphere
–
UC functions supported via OpenScape Office HX
Voice functions supported via HiPath 3000
OpenScape Office MX
Voice
Voice
Unified
Communications
Unified
Communications
Mobility
Mobility
Contact Center
Contact Center
Linux Server
Embedded Linux
OpenScape Office HX
UC
(w/o Conference)
Mobility
(myPortal for Mobile)
Contact Center
(HiPath 3800)
Linux Server
HiPath 3000
Voice
Voice Conference
Mobility
(Mobility Entry)
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Networking
OpenScape Office is networkable for customers:
•
with multiple buildings on the company premises
•
with distributed locations
•
with migration from existing HiPath 3000
With OpenScape Office, networks with a maximum of 8 nodes and up to 1000
stations are supported.
UC Clients, Mobility Clients and Contact Center Clients
OpenScape Office offers the following UC clients with an intuitive user interface:
•
myPortal (UC User Portal)
–
myPortal for Desktop (UC Desktop Client)
–
myPortal for Outlook (UC Outlook Integration)
–
myPortal for Mobile/Tablet PC (Mobility Client for mobile phones and
tablet PCs)
–
myPortal for OpenStage (UC improvements for OpenStage 60/80)
•
myAttendant (UC Attendant Console)
•
myAgent (Contact Center Client)
•
myReports (Reports for Contact Center)
Related Topics
2.1.1 OpenScape Office LX
OpenScape Office HX is the software-based UC solution that is platformindependent and can be operated on a Linux server. OpenScape Office MX or
HiPath 3000 can be used as a gateway to the Central Office.
OpenScape Office LX
Installation variants
• Linux server certified for SUSE Linux Enterprise 11
Stations
• Max. 500 stations
• Max. 1000 stations through networking
• Max. 200 stations for mobile phone integration
Operating System
• Linux
Internet connection
• 1 Internet Service Provider (ISP)
• Four Internet Telephony Service Providers (ITSP)
Related Topics
2.1.2 OpenScape Office MX
OpenScape Office MX is the all-in-one unified communications solution that
offers not only modern VoIP (Voice over IP) features, but also the option of
connecting ISDN and analog devices directly to the communication system.
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System Overview
OpenScape Office MX
Installation variants
• As a standalone unit (desktop operation) or 19" rack mount;
space requirements in 19" rack for a system box = 1.5 rack
units
• Standalone communication system with max. 3 system
boxes (multibox system)
Stations
• Max. 150 stations, of which 148 are freely configurable
• Max. 50 stations per system box
• Max. 1000 stations through networking
• Max. 100 stations with mobile phone integration
Gateway Modules
• 3 slots per system box for the use of various gateway
modules
• Optional Gateway Modules
– GMS (not for U.S. and Canada) = Gateway module with
four S0 ports for the ISDN trunk connection or the ISDN
station connection
– GMSA (not for U.S. and Canada) = Gateway module with
four S0 ports for the ISDN trunk connection or ISDN
station connection and four a/b interfaces for the analog
station connection
– GME (not for U.S. and Canada) = Gateway module with
one S2M port for the ISDN Primary Rate Interface
– GMT (for U.S. and Canada only) = Gateway module with
one T1 interface for the ISDN Primary Rate Interface
– GMAA = Gateway module with four a/b interfaces for the
analog trunk connection and two a/b interfaces for the
analog station connection
– GMAL = Gateway module with eight a/b interfaces for the
analog station connection
Standard interfaces
(motherboard)
• One motherboard per system box with powerful AMD
Sempron CPU and 1 GB memory
• Standard interfaces
– 4 Gigabit LAN ports, internal (virtual LAN support, Layer 3
Routing, 802.1p L2 QoS)
– 1 Gigabit DMZ port (e.g., to securely integrate E-mail and
Web servers in the customer network)
– 1 Gigabit WAN port, external (e.g., for Internet access);
Internet access with up to 50 Mbit/ sec))
– 1 USB server
– 1 USB Control
Operating System
• Linux (embedded)
Internet connection
• 1 Internet Service Provider (ISP)
• Four Internet Telephony Service Providers (ITSP)
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System Overview
OpenScape Office MX
Dimensions (mm)
• Width = 440 mm
• Height = 66.5 mm (3.36 in)
• Depth = 350 mm
Power supply
The communication system is equipped for connection to the
power supply.
• Nominal input voltage: 110V to 240V, with a tolerance of (+/10%) -> 99V to 264V
• Nominal frequency: 50/60 Hz
Current draw
Max. 4A at 99V
Power consumption
Depending on the configuration, from 80 W to a maximum of
250 W per system box (also depends on configuration)
Battery buffering
UPS for 110V to 240V, capacity: 4 Ah (at 110V) * desired hours;
a UPS interface as with a PC is not present
Environmental
Conditions
• Operating conditions: +5 to +40 °C (41 to 104 °F)
Color
Metallic blue / Silver front
• Humidity: 5 to 85%
Related Topics
2.1.3 OpenScape Office HX
OpenScape Office HX is the server-based UC solution for HiPath 3000 that can
be run on a Linux server. For voice communications, the features of the HiPath
3000 communication system are used.
Installation variants
• Linux server certified for SUSE Linux Enterprise 11
Stations
• Max. 500 stations
If every subscriber uses the fax box, the number of
subscribers is reduced to 250, since a maximum of 500
phone numbers can be created.
• Max. 1000 stations through networking
• Max. 100 stations for mobile phone integration
Operating System
• Linux
Supported
communication
systems
• HiPath 3000 V9 and later
Related Topics
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System Overview
2.1.4 Communications Clients, Mobility Clients and Contact Center Clients
With the Communications Clients myPortal and myAttendant, OpenScape Office
provides access to unified communications via an intuitive user interface. The
Mobility Clients (myPortal for Mobile/Tablet PC) offer access to UC on the move.
The contact center clients myAgent and myReports provide access to the contact
center functionality.
Communications Clients
Client
myPortal for Desktop
myPortal for Outlook
myAttendant
Technical Data
• Conferences (Ad-hoc, Scheduled, Permanent):
OpenScape Office MX: max. 5 conferences with max. 16
participants, max. 20 conference channels
OpenScape Office LX: max. 12 conferences with max. 16
participants, max. 40 conference channels
• Presence status (Office, Meeting, Sick, Break, Out of the
Office, Vacation, Lunch, Gone Home)
• Messages (Voicemail and Fax Box)
• Journal (Open, All, Missed, Answered, Internal, External,
Inbound, Outbound, Scheduled)
• Directories (Internal, External, Search)
• Personal AutoAttendant
• myAttendant: Up to 20 Attendant workplaces
myPortal for Zimbra
myPortal for Zimbra is integrated with the Zimbra e-mail
program. The functionality is identical to myPortal for Mobile.
myPortal for OpenStage
myPortal for OpenStage can be used with the following
telephones:
• OpenStage 60 V2 and later
• OpenStage 80 V2 and later
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System Overview
Mobility Clients
Client
myPortal for Mobile
myPortal for Tablet
Technical Data
myPortal for Mobile is optimized for presentation on Apple's
iPhone and can also be used with several other mobile
phones. myPortal for Tablet is optimized for presentation on
Apple's iPad and can also be used with several other tablet
PCs. Depending on which device and operating system is
used, the ease of use or function may be affected. The
following requirements apply:
• Touch screen (recommended for ease of use)
• Min. display resolution of 240x320 pixels (myPortal for
Mobile)
• Min. display resolution of 800x480 pixels (myPortal for
Tablet); a minimum resolution of 1024x600 pixels is
recommended
• Internet access
• Web browser with JavaScript enabled
• Support for the simultaneous transmission of voice and
data through mobile phones and the mobile network
• 3G data connection, for example, EDGE, UMTS, HSDPA
(recommended for smooth service). GPRS can lead to slow
page rendering.
• Flat rate data plan (recommended for cost reasons), since
data volumes of several 100 MB per month may be
involved, depending on usage.
Contact Center Clients
Client
myAgent
myReports
Technical Data
• Agents
MX one-box system: max. 10 agents
MX multibox system, LX and HX: max. 64 agents
• Calls per hour to the Contact Center
One-box system: max. 200 calls per hour
Multibox system: max. 500 calls per hour
• Max. 50 queues/groups
• Max. 64 supervisors
The sum of agents and supervisors must not exceed a
value of 64.
• Max. 1 myReports
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System Overview and Scenarios
System Overview
Application Launcher
Client
Application Launcher
Technical Data
• Looking up call-related information on a phone number in
either the Directory Service or in system directories
• Configurable screen pops for incoming calls with callrelated information and buttons for user actions
• Launching Windows applications or web applications for
incoming and outgoing calls
• Transfer of call-related information to applications (e.g.,
phone number, name of the caller, customer ID)
• Max. 100 system connections
Related Topics
2.1.5 Supported Phones
OpenScape Office LX / MX enables telephony and UC via IP phones. Both analog
and ISDN telephones can be connected directly to OpenScape Office MX.
OpenScape Office HX also enables UC via TDM, a/b, DECTand WLANphones.
Phone calls made with OpenScape Office HX always occur via the connected
HiPath 3000.
IP phones
IP phones (HFA)
• OpenStage HFA
15, 20 E, 20, 20 G, 40, 40 G, 60, 60 G, 80, 80 G, 80 E
optiPoint 410/420 are supported
Key modules
• OpenStage Key Module, only for OpenStage 15, 40, 60 and
80
• OpenStage BLF 40 (Busy Lamp Field), only for OpenStage 40
PC clients (HFA)
40
• OpenScape Personal Edition (incl. video)
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System Overview
SIP phones / AP
adapter
myPortal for Desktop, myPortal for Outlook and myAttendant can
be used with SIP telephones that support RFC 3725.
The following devices have already been certified:
• OpenStage 15 S
• Mediatrix 4102S (for connecting 2 analog phones or Fax
devices)
• AP 1120 S (for connecting 2 analog phones or Fax devices)
The operation of other SIP devices must be certified within the
framework of the HiPath Ready program.
WLAN Phones
The optiPoint WL2 professional can be optionally connected and
operated via the following Access Points and Controllers:
• Enterasys Wireless Access Point AP 2630 (wireless with
internal antenna) and AP 2640 (wireless with external
antenna). No more than six WL2 professionals can be
connected to each access point (AP) and up to ten access
points can be operated.
• Enterasys Wireless Controller - Part No. C20 for larger
configurations
Dual-mode mobile
phones
Dual-mode mobile phones are differentiated on the SIP protocol
level. The tested devices are:
• Nokia E52, E75
• Nokia N79, N85, N97
TDM telephones (HX via HiPath 3000)
TDM telephones
• OpenStage T
10 T, 15 T, 20 T, 30 T, 40 T, 60 T, 80 T
optiPoint 500 is supported
DECT phones (LX/MX)
HiPath Cordless IP
(DECT phones)
HiPath Cordless IP is a campus-wide mobility solution with the
following mobile components:
• Gigaset S3 professional
• Gigaset S4 professional
• Gigaset SL3 professional
• Gigaset M2 professional
DECT phones are integrated using SIP. The scope of features is
correspondingly restricted.
Analog and ISDN Stations (MX)
Analog telephones
at OpenScape Office MX
ISDN devices
at OpenScape Office MX
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System Overview and Scenarios
System Overview
Add-on devices (MX)
•
Entrance telephone via ET-S adapter at OpenScape Office MX
Related Topics
2.1.6 Infrastructure Components
OpenScape Office supports the setup of a network infrastructure through the
connection of additional infrastructure components.
•
Enterasys switches (of the A2, B3 and D2 series) with and without Power over
Ethernet (PoE)
•
LAN switches from other vendors with or without Power over Ethernet (PoE)
•
Routers (e.g., DSL router, VPN router)
•
VPN Client (tested with Microsoft Standard Client and NCP Client)
•
UPS (uninterrupted power supply unit)
INFO: More Information can be found under:
http://wiki.siemens-enterprise.com
Related Topics
2.1.7 Open Interfaces
OpenScape Office provides open interfaces for the integration of external
applications.
LX
MX
Physical Interfaces
LAN, USB, S0,
S2M, a/b
LAN
Logical Interfaces
CSTA protocol,
protocol for call
detail records,
SIP, DSS1
CSTA protocol,
protocol for call
detail records,
SIP, DSS1
http(s)
http(s)
HX
LAN
API (Microsoft TAPI 2.1), Web
Server Interface
Interface for integrating webbased applications
http(s)
Related Topics
2.1.8 Recommended and Certified Applications
OpenScape Office can be optionally supplied with different applications that can
be ordered and purchased separately. These are connected via LAN.
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Sample Scenarios
OpenStage Gate View
OpenStage Gate View presents a camera image from the entrance area on an
OpenStage phone (only OpenStage 60/80 HFA) or iPhone.
Accounting (LX/MX)
•
Standard Evaluation
The Accounting Manager is supplied for the standard evaluation of call
charge data.
•
Professional Evaluation
Teledata Office combines cost management in the telecommunications area
with an analysis of the communication traffic.
HiPath TAPI 120/170
The HiPath TAPI 120/170 service provider is installed on a Windows server as
standardized interface software. For TAPI 120/170, an additional free CSTA
license must be ordered.
HiPath TAPI 170 is supported for networking throughout the network, i.e., the
external application is connected to a central network node.
CallBridge IP
TAPI service provider for phoning with PCs under MS Windows operating
systems via a LAN. CallBridge IP does not work in a VLAN configuration.
Related Topics
2.1.9 Additional Links
•
Internet:
http://www.siemens-enterprise.com
•
Partner portal:
https://www.siemens-enterprise.com/seba/
•
Expert wiki for telephones, communication systems and UC:
http://wiki.siemens-enterprise.com
Related Topics
2.2 Sample Scenarios
The sample scenarios describe the basic scenarios for the installation of
OpenScape Office.
Related Topics
2.2.1 Sample Scenario for OpenScape Office LX
The sample scenario illustrates the standalone deployment of
OpenScape Office LX.
In this scenario, OpenScape Office LX offers:
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System Overview and Scenarios
Sample Scenarios
•
Trunk connection via an Internet Telephony Service Provider (SIP Provider)
•
Internet access via an existing Internet router (e.g., DSL)
•
IP phones (OpenStage)
•
UC Clients (myPortal)
Internet
PSTN
P
PS
S
SIP Provider
LAN-Port
OpenScape Office LX
(DHCP OFF)
LAN Infrastructure incl.:
• LAN Switch
• Internet Router
• DHCP Server (DHCP ON)
UC Client
UC Client
IP Phone
100
IP Phone
101
Related Topics
2.2.2 Sample Scenario for OpenScape Office MX
The sample scenario illustrates the stand-alone deployment of
OpenScape Office MX.
In this scenario, OpenScape Office MX offers:
44
•
Trunk connection to the public network (PTSN) via ISDN
•
Internet access via an existing Internet router (e.g., DSL)
•
IP phones (OpenStage)
•
UC Clients (myPortal)
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System Overview and Scenarios
Sample Scenarios
PSTN
PS
S
Internet P
PSTN/ISDN
S0
UPLINK
ADMIN
LAN Infrastructure incl.:
• LAN Switch
• Internet Router
• DHCP Server (DHCP OFF)
UC Client
UC Client
IP Phone
100
OpenScape Office MX
(DHCP ON)
Admin PC
IP Phone
101
Related Topics
2.2.3 Sample Scenario for OpenScape Office HX
The sample scenario illustrates the deployment of OpenScape Office HX as a
stand-alone unit with HiPath 3000.
In this scenario, OpenScape Office HX offers:
•
Voice communications via HiPath 3000 and trunk connection to the public
network (PTSN) via ISDN
•
Internet access via HG 1500 through an existing Internet router (e.g., DSL)
•
IP phones (OpenStage) at the HiPath 3000
•
UC clients (myPortal) via OpenScape Office HX
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45
System Overview and Scenarios
Sample Scenarios
PSTN
PS
S
Internet P
PSTN/ISDN
00
HG 1500
LAN Infrastructure incl.:
• LAN Switch
• Internet Router
• DHCP Server (DHCP ON)
UC Client
UC Client
IP Phone
100
S0
HiPath 3000
OpenScape Office HX
(DHCP OFF)
IP Phone
101
Related Topics
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OpenScape Office MX System Box
3 Hardware and Installation of OpenScape Office MX
The OpenScape Office MX communication system is a modular system that can
be deployed as a one-box system (consisting of a single OpenScape Office MX
system box) or as a multibox system (consisting of two or three OpenScape Office
MX system boxes). Every OpenScape Office MX system box is equipped with a
motherboard and provides three slots for installing optional gateway modules for
the trunk and station connections.
OpenScape Office MX can be installed as a standalone unit (desktop mode) or in
a 19’’ rack.
Related Topics
3.1 OpenScape Office MX System Box
Every OpenScape Office MX system box is equipped with a motherboard. The
motherboard is the central processing unit of a system box. In addition, three slots
are available for installing gateway modules.
The OpenScape Office MX communication system is based on a modular design
and can comprise up to three OpenScape Office MX system boxes, depending
on customer requirements.
A single-box system consists of a single OpenScape Office MX system box
known as the central box.
Multibox systems consist of two or three OpenScape Office MX system boxes:
one central box and one or two expansion boxes. The system boxes are
interconnected using the LAN cable included in the delivery package for each
system box.
In effect, the central box and expansion boxes consist of the same hardware, the
OpenScape Office MX system box. The distinction between a central box and an
expansion box is based purely on functionality. When configuring a multibox
system with the OpenScape Office Assistant, one system box is assigned the
function of the central box, another the function of expansion box 1 and, if present,
a third the function of expansion box 2.
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
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Hardware and Installation of OpenScape Office MX
OpenScape Office MX System Box
Figure: OpenScape Office MX System Box
On/Off Switch
Switching the system off and on again by using the On/Off switch causes the
system to be powered down and powered up again in an undefined state
(analogous to the situation when switching a PC on and off with the PC switch).
The system will be operational again after the startup.
INFO: An OpenScape Office MX system box may only be turned
off with the On/Off switch in emergencies.
For more information, see System Behavior after Pressing the On/Off Switch
(MX) .
Related Topics
3.1.1 Motherboard
The motherboard is the central processing unit of an OpenScape Office MX
system box.
Figure: OpenScape Office MX Motherboard
Every OpenScape Office MX system box is equipped with a motherboard (slot 1).
Multibox systems are subject to higher system loads due to the increased number
of interfaces and stations. To ensure uniformly high performance, the system load
is internally distributed to the motherboards of all multibox systems. This load
balancing occurs automatically, depending on the system configuration.
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OpenScape Office MX System Box
Figure: Motherboard – Front View
Connectors
A motherboard provides the following ports (interfaces) in one-box and multibox
systems:
•
4 x LAN (10/100/1000 Mbit/s):
Table: One-box system – LAN connections (interfaces)
LAN (10/100/1000 Mbit/s)
Motherboard in Central Box (CB)
LAN interface 1 (ADMIN)
For connecting a service PC to administer the
communication system.
LAN interface 2 (OUT)
Cannot be used during operation of the
communication system.
LAN interface 3 (IN)
LAN interface 4 (UPLINK)
For linking into the LAN infrastructure of the
customer, for connecting a WLAN Access Point, an
additional LAN switch or the direct connection of an
IP phone or PC client.
Table: Multibox system – LAN connections (interfaces)
LAN
(10/100/
1000 Mbit/s)
LAN
interface 1
(ADMIN)
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Motherboard in
Central Box (CB)
For connecting a
service PC to
administer the
communication
system.
Motherboard in
Expansion box 1
(EB1)
Motherboard in
Expansion Box 2
(EB2) (if present)
Cannot be used during operation of the
communication system.
49
Hardware and Installation of OpenScape Office MX
OpenScape Office MX System Box
LAN
(10/100/
1000 Mbit/s)
LAN
interface 2
(OUT)
Motherboard in
Central Box (CB)
For the connection to
EB1.
Motherboard in
Expansion box 1
(EB1)
• EB2 present: For
the connection to
EB2.
• Cannot be used
during operation of
the
communication
system.
Motherboard in
Expansion Box 2
(EB2) (if present)
Cannot be used
during operation of the
communication
system.
LAN
interface 3
(IN)
Cannot be used
For the connection to
during operation of the the CB.
communication
system.
For the connection to
EB1.
LAN
interface 4
(UPLINK)
For linking into the
Cannot be used during operation of the
LAN infrastructure of communication system.
the customer, for
connecting a WLAN
Access Point, an
additional LAN switch
or the direct
connection of an IP
phone or PC client.
•
1 x DMZ (10/100/1000 Mbit/s), for "DMZ-like" (demilitarized zone) operation
To connect E-mail servers and Web servers
A demilitarized zone (DMZ), in conjunction with firewalls, represents a
logically protected network segment which houses a company's publicly
accessible services, such as its e-mail and web servers. In this way, the DMZ
prevents external access to internal IT structures. With DMZ there are two
physically separated firewalls. The term "DMZ-like" is used for OpenScape
Office MX, since it has only one central firewall.
•
1 x WAN (10/100/1000 Mbit/s)
To connect to an ITSP, for example, using DSL (PPPOE or PPTP protocol).
The WAN can be connected to the DSL modem either directly or via a router.
NOTICE: The WAN port may only be used for the Internet
access. If the WAN port is not used, is should be disabled.
Table: Assignment of the LAN, DMZ and WAN ports
50
RJ45 Jack, Pin
Signal
Notes
1
Tx +
Transmit +
2
Tx –
Transmit –
3
Rx +
Receive +
4
–
not used
5
–
not used
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OpenScape Office MX System Box
RJ45 Jack, Pin
Signal
Notes
6
Rx –
7
–
not used
8
–
not used
Receive –
Table: LEDs to display the status of the LAN, DMZ and WAN interfaces
LED
left
right
Status
Meaning
steady green light
link
flashing
activity
steady green light
1000 Mbps
steady orange light
100 Mbps
off
10 Mbps
•
1 x USB Control (USB 1.1 Slave)
To connect a PC for service and diagnostic purposes.
•
1 x USB Server (USB 2.0 Master)
For connecting an external hard disk or USB stick for backups and software
upgrades.
INFO: For multibox systems, only the USB server port of the
central box can be used.
Reset Switch
The motherboard's front panel features a Reset switch:
•
Press reset switch < 10 sec.:
The OpenScape Office MX system box performs a controlled restart (similar
to pressing the Reset button on a PC). The system box will be operational
again after the startup.
INFO: The Reset (Restart) switch should only be used in
emergencies!
•
Press Reset switch > 10 sec.:
It causes the OpenScape Office MX system box to reload. The system box
reverts to the initial (default) state following startup. All country and customerspecific settings are lost (system country code = Germany). Country- and
customer-specific data backups can be reloaded once the basic settings have
been configured.
For more information on the function of the Reset switch, especially with respect
to the differences in behavior for one-box and multibox systems, see System
Behavior after Initiating a Reset via the Reset Switch (MX) and System Behavior
after Initiating a Reload via the Reset Switch (MX) .
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Hardware and Installation of OpenScape Office MX
OpenScape Office MX System Box
LEDs
The motherboard's front panel features four LEDs that indicate the operating
states of the associated OpenScape Office MX system box:
•
Green LED:
–
Flashing = normal operating state
Figure: Green LED – Flash Rates in Normal Operating State
1
2
3
4
5
6
Seconds
on
off
Flash rate of a one-box system / the central box of a multibox system
1
2
3
4
5
6
Seconds
on
off
Flash rate of expansion box 1 of a multibox system
1
2
3
4
5
6
Seconds
on
off
Flash rate of expansion box 2 of a multibox system
–
•
Off = On/Off switch at position "0"; power outage or error
Red LED:
–
Off = normal operating state
– Blinking = Error
Note: The brief flashing of the red LED after the system has been switched on
or restarted signals a normal operating state during startup and does not
indicate an error.
52
•
Yellow LED:
On = the hard disk is being accessed
•
Blue LED:
On = Operating state "Shutdown". Module release latch of the motherboard
pulled out until the first resistance is felt.
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OpenScape Office MX System Box
Module Release Latch
NOTICE: Damage to the motherboard through removal or
insertion when the system box is active!
The motherboard can only be removed from a system box after
the associated system box has been shut down gracefully and
then turned off. The motherboard may only be inserted into a
system box when the system box has been turned off.
Figure: Module release latch of the motherboard
Pulling out the module release latch of a motherboard results in a controlled
shutdown of the associated OpenScape Office MX system box. All services are
stopped, and the current data is backed up. You may only slide the module
release latch until the first resistance is felt. On completing the shutdown, the blue
LED of the motherboard lights up (operating state "Shutdown"). It is only at this
point that you can safely switch off the system box and remove the motherboard.
To put the OpenScape Office MX system box back into service, the module
release latch must be pressed in until it is arrested at the motherboard and it clicks
into place. The On/Off switch must then be set to the position "I".
For more information, see System Behavior after Unlocking the Module Release
Latch of the Motherboard (MX) .
Related Topics
3.1.2 Slot and Access Designations
This section contains information on the slot designations in the OpenScape
Office MX system box and the accesses (ports) available in the gateway modules.
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Hardware and Installation of OpenScape Office MX
OpenScape Office MX System Box
Slot Designations
Each OpenScape Office MX system box provides three slots (slots 2 through 4)
for installing gateway modules (GM). The motherboard of the system box is
always installed in one slot (slot 1).
NOTICE: Protection against radio frequency interference and
overheating
To ensure adequate protection and the dissipation of heat, the
system box should not be operated with an open slot. Slots in
which no gateway modules are installed must be closed with slot
covers.
Figure: OpenScape Office MX system box – Slot numbering
Slot 3 (GM)
Slot 4 (GM)
Slot 2 (GM)
Slot 1 (Motherboard)
Access Designations
The accesses available in the gateway modules are identified as follows in
OpenScape Office Assistant:
OpenScape Office MX system box no. – Slot no. – Interface type – Access no.
•
OpenScape Office MX system box no.: indicates the system box containing
the relevant access.
•
Slot no.: indicates the slot containing the relevant access.
•
Interface type: indicates the relevant access type.
•
Access no.: indicates the number of the relevant access.
Example of a communication system consisting of two OpenScape Office MX
system boxes:
Figure: Example of a Multibox system
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Hardware and Installation of OpenScape Office MX
Gateway Modules
Slot 3 (GMSA)
4 x ab
1 2 3 4
4 x S0
1 2 3 4
Slot 4 (GMS)
4 x S0
1 2 3 4
Slot 2
Slot 1 (Motherboard)
Slot 3 (GMSA)
Slot 4 (GMS)
4 x ab
1 2 3 4
4 x S0
1 2 3 4
A
System Box 2
(Expansion Box)
System Box 1
(Central Box)
4 x S0
1 2 3 4
B
Slot 2
Slot 1 (Motherboard)
•
Access identified as A: 1–3–S0–3 = system box 1 – Slot 3 – S0 port – Access
3
•
Access identified as B: 1–3–a/b–2 = system box 1 – Slot 3 – a/b interface –
Access 2
Related Topics
3.2 Gateway Modules
Gateway modules provide interfaces for the trunk and station connections.
Each OpenScape Office MX system box provides three slots (slots 2 through 4)
for the custom installation of gateway modules (GM).
Types
The following gateway modules can be used:
•
GMS (not for U.S. and Canada) = Gateway module with four S0 ports for the
ISDN trunk connection or the ISDN station connection
•
GMSA (not for U.S. and Canada) = Gateway module with four S0 ports for the
ISDN trunk connection or ISDN station connection and four a/b interfaces for
the analog station connection
•
GME (not for U.S. and Canada) = Gateway module with one S2M port for the
ISDN Primary Rate Interface
•
GMT (for U.S. and Canada only) = Gateway module with one T1 interface for
the ISDN Primary Rate Interface
•
GMAA = Gateway module with four a/b interfaces for the analog trunk
connection and two a/b interfaces for the analog station connection
•
GMAL = Gateway module with eight a/b interfaces for the analog station
connection
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Gateway Modules
LEDs
The gateway modules described feature a front panel with two LEDs that indicate
the relevant module's operating states:
•
Green LED:
Flashing = normal operating state
Off = On/Off switch at position "0"; power outage or error
On (briefly): startup phase
•
Red LED:
Off = normal operating state
Blinking = Error
NOTICE: If a gateway module signals an error (red LED flashing),
the problem can often be resolved by simply removing and then
reinserting the gateway module. Note that the gateway module
should not be reinserted into the slot of the system box until at
least 150 seconds have passed. Otherwise, problems may arise
when starting up the gateway module.
As can be seen in the following figure, only the upper two recesses are equipped
with LEDs. The bottom two recesses have no function.
Figure: LEDs in gateway modules
Related Topics
3.2.1 Not for U.S. and Canada: Gateway Module GMS
The Gateway Module GMS provides four S0 ports (BRI 1 - 4) for the ISDN system
connection (ISDN trunk) or the ISDN station connection.
Figure: Gateway Module GMS
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Hardware and Installation of OpenScape Office MX
Gateway Modules
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
Figure: GMS – Front Panel
The RJ45 jacks on the S0 ports each have four wires. ISDN trunk lines can be
directly connected (1:1 cable). For ISDN phones, the Receive and Transmit lines
must be swapped in each case.
The delivery package of the gateway module includes four S0 cables for the ISDN
trunk connection.
INFO: Lines for connecting ISDN phones may only exit the
building via an external upstream device that guarantees primary
overvoltage protection.
Table: GMS – Assignment of the S0 connections (BRI 1 - 4)
RJ45 Jack, Pin
Signal
Notes
1
–
not used
2
–
not used
3
Ta
Transmit +
4
Ra
Receive +
5
Rb
Receive –
6
Tb
Transmit –
7
–
not used
8
–
not used
Related Topics
3.2.2 Not for U.S. and Canada: Gateway Module GMSA
The Gateway Module GMSA provides four S0 ports (BRI 1 - 4) for the ISDN
system connection (ISDN trunk) or the ISDN station connection and four a/b
interfaces (ANALOG SUBSCRIBER 1 - 4) for the analog station connection.
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Hardware and Installation of OpenScape Office MX
Gateway Modules
The a/b interfaces for the analog station connection support the CLIP feature.
Figure: Gateway Module GMSA
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
The delivery package of the gateway module includes four S0 cables for the ISDN
trunk connection.
Figure: GMSA – Front Panel
•
S0 ports
The RJ45 jacks each have four wires. ISDN trunk lines can be directly
connected (1:1 cable). For ISDN phones, the Receive and Transmit lines
must be swapped in each case.
INFO: Lines for connecting ISDN phones may only exit the
building via an external upstream device that guarantees primary
overvoltage protection.
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Gateway Modules
Table: GMSA – Assignment of the S0 connections (BRI 1 - 4)
•
RJ45 Jack, Pin
Signal
Notes
1
–
not used
2
–
not used
3
Ta
Transmit +
4
Ra
Receive +
5
Rb
Receive –
6
Tb
Transmit –
7
–
not used
8
–
not used
a/b interfaces
The RJ45 jacks each have two wires.
INFO: Lines for connecting analog devices (e.g., phones or fax
machines) must not leave the building.
The a/b interfaces supply a ring voltage of 45 Veff. Malfunctions can occur
depending on the phones connected.
If a higher ring voltage is required, the GMAL gateway module must be used.
The a/b interfaces of this gateway module supply a ring voltage of 70 Veff.
Table: GMSA – Assignment of the a/b connections (ANALOG SUBSCRIBER 1 - 4)
RJ45 Jack, Pin
Signal
Notes
1
–
not used
2
–
not used
3
–
not used
4
a
5
b
6
–
not used
7
–
not used
8
–
not used
Related Topics
3.2.3 Not for U.S. and Canada: Gateway Module GME
The Gateway module GME provides one S2M port for the ISDN Primary Rate
Interface.
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Gateway Modules
Figure: Gateway Module GME
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
INFO: A maximum of eight GME gateway modules may be used
in a multibox system consisting of three system boxes.
The delivery package of the gateway module includes a patch cable for the ISDN
Primary Rate Interface.
Figure: GME – Front Panel
A Primary Rate Interface features 30 bidirectional bearer channels (B-channels),
each with 64 Kbps, a signaling channel (D-channel) with 64 Kbps, and a
synchronization channel with 64 Kbps = 2048 Kbps gross bandwidth. This
connection is mainly used by companies with high telephone traffic volumes to
connect the communication system to the ISDN trunk.
Table: GME – Assignment of the S2M Connection (PRI)
60
RJ45 Jack, Pin
Signal
Notes
1
Rb
B-wire, Receive
2
Ra
A-wire, Receive
3
–
not used
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Hardware and Installation of OpenScape Office MX
Gateway Modules
RJ45 Jack, Pin
Signal
Notes
4
Tb
B-wire, Transmit
5
Ta
B-wire, Transmit
6
–
not used
7
–
not used
8
–
not used
Related Topics
3.2.4 For U.S. and Canada only: Gateway Module GMT
The Gateway Module GMT provides one T1 interface for the ISDN Primary Rate
Interface.
Figure: Gateway Module GMT
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
Figure: GMT – Front Panel
A Primary Rate Interface connection features 24 bidirectional bearer channels (Bchannels), each with up to 64 Kbps per channel and a gross bandwidth of 1544
Kbps. This connection is mainly used by companies with high telephone traffic
volumes to connect the communication system to the ISDN trunk.
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Gateway Modules
The delivery package of the gateway module includes a T1 cable for the ISDN
Primary Rate Interface.
INFO: The DSX-1 interface (T1 interface) in OpenScape Office
MX must not be directly connected to the PSTN (Public Switched
Telephone Network). A Channel Service Unit (CSU) must be
installed between the communication system and the digital trunk
connection. The CSU must be approved according to FCC Part
68 and satisfy the ANSI directive T1.403. The CSU provides the
following features for OpenScape Office MX: Isolation and
overvoltage protection of the communication system, diagnostic
options in the event of a malfunction (such as signal loopback,
application of test signals and test patterns), line-up of the output
signal in compliance with the line lengths specified by the network
provider.
Table: GMT – Assignment of the T1 Connection (T1)
RJ45 Jack, Pin
Signal
Notes
1
Rb
B-wire, Receive
2
Ra
A-wire, Receive
3
–
4
Tb
B-wire, Transmit
5
Ta
B-wire, Transmit
6
–
not used
7
–
not used
8
–
not used
not used
Related Topics
3.2.5 Gateway Module GMAA
The Gateway Module GMAA provides two a/b interfaces for the analog station
connection (ANALOG SUBSCRIBER 1 - 4) and two a/b interfaces for the analog
trunk connection (ANALOG TRUNK 1 - 2).
The a/b interfaces for the analog trunk connection support call detail recording
with 12 kHz and 16 kHz pulses. The selection occurs automatically on setting the
language of the communication system.
The a/b interfaces for the analog trunk connection and the analog station
connection support the CLIP feature.
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Gateway Modules
Figure: Gateway Module GMAA
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
Figure: GMAA – Front Panel
•
a/b interfaces for the analog station connection
The RJ45 jacks each have two wires.
INFO: Lines for connecting analog devices (e.g., phones or fax
machines) must not leave the building.
The a/b interfaces supply a ring voltage of 45 Veff. Malfunctions can occur
depending on the phones connected.
If a higher ring voltage is required, the GMAL gateway module must be used.
The a/b interfaces of this gateway module supply a ring voltage of 70 Veff.
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Gateway Modules
•
a/b interfaces for the analog trunk connection
The RJ45 jacks each have two wires. OpenScape Office MX supports analog
trunk connections with ground-start and loop-start signaling.
INFO: The installation regulations in the U.S. and Canada require
analog trunks to be connected using approved protectors as per
UL 497A or CSA C22.2 No. 226.
Table: GMAA – Assignment of the a/b interfaces (ANALOG SUBSCRIBER 1 - 2,
ANALOG TRUNK 1 - 4)
RJ45 Jack, Pin
Signal
Notes
1
–
not used
2
–
not used
3
–
not used
4
a
5
b
6
–
not used
7
–
not used
8
–
not used
Related Topics
3.2.6 Gateway Module GMAL
The Gateway Module GMAL provides eight a/b interfaces (ANALOG
SUBSCRIBER 1 - 8) for the analog station connection.
The a/b interfaces for the analog station connection support the CLIP feature.
Figure: Gateway Module GMAL
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WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
Figure: GMAL – Front Panel
The RJ45 jacks on the a/b (T/R) interfaces each have two wires. The a/b
interfaces supply a ring voltage of 70 Veff.
INFO: Lines for connecting analog devices (e.g., phones or fax
machines) must not leave the building.
Table: GMAL – Assignment of the a/b connections (ANALOG SUBSCRIBER 1 - 8)
RJ45 Jack, Pin
Signal
Notes
1
–
not used
2
–
not used
3
–
not used
4
a
5
b
6
–
not used
7
–
not used
8
–
not used
Related Topics
3.3 Installation
Before the OpenScape Office MX communication system can be set up and
started for the first time, the hardware installation must be completed.
Install the hardware of the OpenScape Office MX communication system as
described below.
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Installation
Make sure that you have carefully read and noted the details provided under
Safety Information and Warnings and under Important Notes before you begin
with the installation.
•
Preparatory Steps:
–
Unpacking the components
–
Attaching the plastic cover
–
For U.S. and Canada only: Setting ground start for analog trunk
connection
–
Installing gateway modules
•
Selecting the type of installation
•
Providing protective grounding for the communication system
•
Setting up one or more trunk connections of the communication system
•
Integration in the LAN Infrastructure
•
Connecting ISDN Phones and Analog Phones and Devices
•
Closing Activities:
–
Performing a visual inspection
Related Topics
3.3.1 Prerequisites for Installation
To install the OpenScape Office MX communication system, you will need some
specific tools and resources. Certain requirements must be observed when
selecting the installation site. Note that there are also some specific requirements
regarding the power supply when using the communication system in the United
States and Canada.
Tools and Resources
The following tools and resources are required:
66
•
TORX screwdriver, size T10
•
TORX screwdriver, size T25, for the screws at the ground wire connection of
an OpenScape Office MX system box.
•
For 19-inch rack mount only: Special cabinet screws, which are not included
in the delivery package of the communication system are needed to attach the
communication system to the 19’’ rack. You will need a suitable screwdriver
for these screws.
•
Digital multimeter for measuring voltage. To check ground connections, if
protective grounding is required for the system.
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Prerequisites for Selecting the Installation Site
WARNING
WARNING
Risk of electric shock from touching live conductors
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate grounding
wire. Before you start up the system and connect the telephone lines, connect the
OpenScape Office MX system box(es) with a permanent earthing conductor.
The OpenScape Office MX communication system can be installed as a
standalone unit or in a 19’’ rack.
The following aspects should be considered when selecting the installation site of
the communication system:
•
To guarantee sufficient ventilation for the communication system, you must
observe the following guidelines:
–
Standalone installation: A minimum clearance of 10 cm (4 in.) must be
maintained to the right and left of the case.
–
19" rack mount: The intake air temperature (i.e., the temperature of the air
sucked in by the fan) of an OpenScape Office MX system box must not
exceed a maximum of 40 °C (104 °F).
•
Do not expose the communication system to direct sources of heat (for
example, direct sunlight, radiators, etc.).
•
Do not expose the communication system to extremely dusty environments.
•
Avoid contact with chemicals.
•
Avoid all condensation of humidity on or in the communication system during
operation. The communication system must be completely dry before you put
it into service.
•
Note the environmental and mechanical conditions for operating the
communication system (see Operating Conditions ).
•
The power cable connector must be readily accessible on every OpenScape
Office MX system box for quick disconnection from the power source at any
time.
For U.S. and Canada only: Prerequisites for Connecting the Power Supply
The power supply for the communication system must meet the following
requirements:
•
Electrical Connection Specifications:
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Nominal
voltage
Nominal voltage
range
from
To
Nominal frequency
range
from
120 V AC/60 Hz 110 V AC 130 V AC 47 Hz
Terminal box
configuration
To
63 Hz
NEMA 5-15, 2pin, 3-wire,
grounded
•
The power source must not be more than 2 m (6 ft.) away from the
communication system.
•
The power source must supply a voltage of 120 V AC (single-phase,
protected) at 47-63 Hz.
•
A local electric circuit must be used.
•
We recommend an overvoltage arrestor between the AC power and the
communication system.
Related Topics
3.3.2 Preparatory Steps
Before the actual installation, some preparatory steps such as unpacking the
supplied components, attaching the plastic cover and installing gateway modules
must be performed.
Related Topics
3.3.3 Installation Methods
The OpenScape Office MX communication system can be installed as a
standalone unit (desktop mode) or in a 19’’ rack.
Select the suitable type of installation for your communication system in
accordance with your requirements, while taking the Prerequisites for Installation
listed under the Prerequisites for Installation into account.
Related Topics
3.3.4 Protective Grounding
The protective grounding provides a secure connection to the ground potential to
protect against dangerously high touch voltages in the event of a malfunction.
The OpenScape Office MX communication system is a Class 1 device and may
only be connected to grounded sockets on the power supply circuit. Only then can
a proper protective grounding of the communication system be guaranteed.
In accordance with country-specific requirements, a separate, permanently
connected protective earthing conductor provides an additional protective
grounding for the communication system and the connected telecommunications
network. The additional protective grounding can be basically installed even if this
is not mandated by national installation regulations.
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WARNING
WARNING
Risk of electric shock from touching live conductors
•
When using the communication system in countries with country-specific
requirements (Finland, Canada, Norway, Sweden and the USA), each
OpenScape Office MX system box must be grounded with a separate
grounding wire.
•
Make sure that the ground wire is protected and strain-relieved (minimum
conductor cross section = 12 AWG/2.5 mm2). A minimum conductor cross
section of 10 AWG/4 mm2 is needed to block the effects of external factors if
the ground wire cannot be protected.
NOTICE: The protective grounding is highly recommended even
in countries where this is not mandatory. To optimize the
interference resistance of the communication system, the
protective grounding should always be provided.
Related Topics
3.3.5 Trunk connection
The OpenScape Office MX communication system offers different options for
trunk connections and thus for access to the public communication network.
You can select the trunk connection or connections required for your
communication system from the following options:
•
ISDN point-to-point connection via S0 interface (not for U.S. and Canada)
•
ISDN point-to-multipoint connection via S0 interface (not for U.S. and
Canada)
•
ISDN Primary Rate Interface via the S2M Interface (not for U.S. and Canada)
•
ISDN Primary Rate Interface via the T1 interface (not for U.S. and Canada)
•
Analog Trunk Connections
Related Topics
3.3.6 Integration in the LAN Infrastructure
The integration of OpenScape Office MX in an internal customer network
depends on the LAN infrastructure being used.
The following description of the installation is based on the so-called basic
scenario; see OpenScape Office V3, Administrator documentation , Installing
OpenScape Office MX.
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Multibox Systems
An internal customer network with an Internet router (DSL router) is already
available in the basic scenario. Internet access is configured in the external
Internet router. OpenScape Office MX is connected to the existing customer
network via a LAN switch. The IP phones, PC clients, WLAN Access Points, etc.
are integrated in the internal customer network via one or more LAN switches and
obtain their IP addresses dynamically from the DHCP server of the
communication system.
Related Topics
3.3.7 Connecting ISDN Phones and Analog Phones and Devices
The OpenScape Office MX communication system offers numerous options for
connecting ISDN phones and analog phones and devices.
Select the connection options required for your telephones and other devices:
•
Direct connection of ISDN phones (not for U.S. and Canada)
•
Connection of ISDN phones via the S0 bus (not for U.S. and Canada)
•
Connection of analog phones and devices
Related Topics
3.3.8 Closing Activities
To finish the installation, a visual inspection must be performed to check all
connected cables and to verify the separate protective grounding of all the
OpenScape Office MX system boxes. In addition, the local power supply should
be tested with a digital multimeter.
Related Topics
3.4 Multibox Systems
Multibox systems consist of two or three OpenScape Office MX system boxes:
one central box and one or two expansion boxes. A multibox system offers more
slots for gateway modules than a one-box system and thus supports higher
station configurations.
Maximum station configurations in one-box and multibox systems:
•
One-box system = maximum 50 stations
•
Multibox system consisting of two system boxes = maximum 100 stations
•
Multibox system consisting of three system boxes = maximum 150 stations
Related Topics
3.4.1 Details on Multibox Systems
The central box and expansion boxes of a multibox system consist of the same
hardware, the OpenScape Office MX system box. The distinction between a
central box and an expansion box is based purely on functionality. When
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Multibox Systems
configuring a multibox system with the OpenScape Office Assistant, one system
box is assigned the function of the central box, another the function of expansion
box 1 and, if present, a third the function of expansion box 2.
A multibox system has a central database and is administered centrally.
Due to the increased number of system interfaces and subscribers, the system
load is higher. To ensure uniformly high performance, the system load is internally
distributed to the motherboards of all multibox systems. This load balancing
occurs automatically, depending on the system configuration.
INFO: When a multibox system is updated, only the central box
is supplied with the software image. Since the expansion boxes
load the new software from the central box, they do not require
any new image files.
After deconfiguring a multibox system, the individual system
boxes must be individually updated to the latest software status.
Related Topics
3.4.2 Configuring a Multibox System
This section provides information on the procedures for configuring multibox
systems including, for example, the initial configuration of a multibox system, the
reconfiguration of a one-box system to a mulltibox system and the
deconfiguration of a multibox system.
INFO: A three-box system cannot be directly downgraded to a
two-box system!
In order to convert a Three-box system to a Two-box system, the Three-box
system must be first deconfigured. For more detailed information on the
procedure, see OpenScape Office V3, Administrator documentation , Hardware
and Installation of OpenScape Office MX. After this is done, the initial
configuration of a two-box system must be repeated. For more detailed
information on the procedure, see OpenScape Office V3, Administrator
documentation , Hardware and Installation of OpenScape Office MX.
The customized data of the three-box system can no longer be used. The entire
administration of the two-box system must be repeated from the start.
Related Topics
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Administration Concept
Web Based Management
4 Administration Concept
The administration of OpenScape Office is performed using web-based
management (OpenScape Office Assistant). The user administration of the webbased management allows you to set up role-based administration.
Related Topics
4.1 Web Based Management
Web based management occurs using OpenScape Office Assistant.
Related Topics
4.1.1 Prerequisites for OpenScape Office Assistant
In order to use OpenScape Office Assistant, the administration PC must have the
appropriate software installed.
Supported Web browsers:
•
Microsoft Internet Explorer 7 (Windows XP, Windows 2003 and Windows
Vista)
•
Microsoft Internet Explorer Version 8 in compatibility mode (Windows XP,
Windows 2003, Windows Vista and Windows 7)
•
Microsoft Internet Explorer 9 (Windows Vista and Windows 7)
•
Mozilla Firefox 4 (Windows XP, Windows 2003, Windows Vista, Windows 7
and Linux)
In addition, Java Edition 6 >= 1.6.031 must be installed.
Related Topics
4.1.2 OpenScape Office Assistant
OpenScape Office Assistant is the web-based application for the administration
of the system.
Language of the User Interface
You can select one of the following languages at login:
72
•
German
•
English
•
French
•
Italian
•
Dutch (The online help is only available in English)
•
Portuguese
•
Spanish
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User Interface Elements
1
2
3
•
Navigation bar (1)
The navigation is the primary navigation aid and always shows the same links
to main task centers, i.e., Home, Administrators, Setup (LX/MX), Expert
Mode, Data Backup, License Management (LX/MX) and Service Center.
When you click on one of these task centers, the associated navigation tree
opens in the navigation area, and the home page of the task center appears
in the workspace.
•
Navigation area (2)
The navigation area is the secondary aid and contains the navigation tree with
the menu items of the selected task center. The name of the selected task
center is displayed at the top of the navigation tree with expandable and
collapsible menu groups and menu items below it. Different menu items are
displayed in the menu groups, depending on the situation. Clicking on a menu
item displays the associated page in the workspace.
•
Workspace (3)
The workspace is where administration tasks are performed. It is usually
opened in a separate window. The number and selection of messages and
actions displayed depends on the menu item selected in the navigation tree.
In Expert Mode, the menu tree is displayed on the left in the workspace.
Navigating in the Menu Tree
The menu tree is a graphical interface component in the Expert Mode of
OpenScape Office Assistant. The menu tree contains expandable and collapsible
folders. These folders (e.g., Basic Settings) may, in turn, include further folders
(e.g., Call Charges) and elements (e.g., Call Charges - Output Format).
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Web Based Management
You can navigate in the menu tree by double-clicking on a folder (which toggles
its expanded or collapsed state).
Automatic Logout After Timeout
You are automatically logged off after 30 minutes of inactivity. You must log back
on to continue working with OpenScape Office Assistant. If you make some
changes and then take a break, to be on the safe side, you should reload the page
before making any further changes so that no changes are lost due the automatic
logout.
Related Topics
Related Topics
• Backup and Restore
•
Licensing
4.1.3 User Administration of OpenScape Office Assistant
You can configure and manage up to 16 administrators for
OpenScape Office Assistant. Every administrator is assigned a user profile that
specifies the scope of his or her authorization.
The users of OpenScape Office Assistant are also referred to as administrators.
The default administrator is administrator@system with the default password
"administrator" and has the user profile Advanced. This password must be
changed on logging in for the first time. The password for an administrator must
consist of at least 8 characters and a maximum of 128 characters, of which at
least one character must be a digit. In addition to letters and digits, a password
may include the following characters: !"#$%&'()*+,-./:;<=>?@[\]^_`{|}~
User profiles
OpenScape Office Assistant supports three permanently defined user profiles
with different authorizations for administrators with different levels of technical
expertise and tasks.
User profile
Know-how
Class of Service
Basic (not for
OpenScape
Office HX)
No knowledge of configuring the
system
certain wizards, e.g., for Key
Programming, Music on Hold /
Announcements.
Advanced
Trained users
All wizards
Expert
Trained service technicians
All wizards and additional service
functions in Expert Mode
The Advanced and Expert user profiles are authorized to change the user names
and passwords of other administrators.
Related Topics
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Wizards (LX/MX)
4.1.4 Online Help
The integrated online help describes key concepts and operating instructions.
Navigation
The buttons in the online help provide the following functions:
•
Contents
provides you with an overview of the structure
•
Index
provides direct access to a topic using keywords
•
Search
allows you to do a full-text search and selectively find all relevant topics
Related Topics
4.2 Wizards (LX/MX)
Wizards make it easy to install and configure the system. Only selected wizards
are available to customer administrators (with the Basic profile).
Related Topics
4.2.1 Wizards – Basic Installation (LX/MX)
The wizards under Basic Installation support the simple basic installation.
Menu item in the
navigation area
Basic Installation
Wizards
Custom
er
adminis
trator
Multibox System
-
Initial installation
-
Basic Installation
-
Licensing
-
Networking Configuration
-
Related Topics
4.2.2 Wizards – Network / Internet (LX/MX)
The wizards under Network / Internet support the simple configuration of
networks and the Internet access.
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Wizards (LX/MX)
Menu item in the navigation
area
Network / Internet
Wizards
Custom
er
administ
rator
Network Configuration
-
Internet Configuration
-
VPN Configuration
-
Related Topics
4.2.3 Wizards – Telephones / Subscribers (LX/MX)
The wizards under Telephones / Subscribers support the simple configuration
of phones and subscribers.
Menu item in the
navigation area
Telephones / Subscribers
Wizards
Custom
er
adminis
trator
IP Telephones
-
ISDN devices
-
Analog Terminals
-
Key programming
x
Related Topics
4.2.4 Wizards – Central Telephony (LX/MX)
The wizards under Central Telephony support the simple configuration of central
telephony features.
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Wizards (LX/MX)
Menu item in the
navigation area
Central Telephony
Wizards
Custom
er
adminis
trator
CO Trunk ISDN / Analog
-
Internet Telephony
-
Voicemail
-
Directory / Speed Dialing
x
Call Detail Recording
x
Music on Hold / Announcements
x
Entrance Telephone (Door Opener)
-
Related Topics
4.2.5 Wizards – User Telephony (LX/MX)
The wizards under User Telephony support the simple configuration of user
telephony features.
Menu item in the
navigation area
User Telephony
Wizards
Custom
er
adminis
trator
Class of Service
-
Station Name and Release
x
Group call / Hunt group
-
Call Forwarding
-
Call pickup
-
Team Configuration
-
Mobile Phone Integration
-
Executive / Secretary
-
UCD
-
Attendant Console
-
Station Profiles
-
Related Topics
4.2.6 Wizards – UC Suite
The wizards under OpenScape Office support the simple configuration of the UC
Suite.
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Administration Concept
Expert mode
Menu item in the navigation
area
OpenScape Office
Wizards
Custom
er
administ
rator
Departments
-
Recorder
-
User Directory
-
Contact Center
-
File Upload
-
External directory
-
Fax Headlines
-
Groups
-
Conferencing
-
External Providers Config
-
Profiles
-
Templates
-
Schedules
-
Related Topics
4.3 Expert mode
Expert mode provides the administrator with several menus and functions to
configure and maintain the system.
Related Topics
4.3.1 Expert Mode - Maintenance > Configuration (LX/MX)
Under Configuration you will find a group of functions to load Music on Hold
(MoH), display the hardware configuration or manage a multi-box system, for
example.
The following functions can be accessed by the service technician under
Configuration in Expert mode:
Menu tree
78
see
Music on Hold
• Music on Hold (LX/MX)
Slot Modules
• Hardware Configuration (MX)
Multibox System
• Configuring a Multibox System
Port Administration
• Port Administration and Port Forwarding (MX)
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Related Topics
4.3.2 Expert Mode - Maintenance > Software Image (LX/MX)
The functions for refreshing the gateway software and the phone images are
grouped together under Software image.
The following functions can be accessed by the service technician under
Software Image in Expert mode
•
Gateway Software
•
Phone Images
•
Phone Images via Internet
•
Phone Logo Images
Information on updating the software can be found under Updating OpenScape
Office .
Related Topics
4.3.3 Expert Mode - Maintenance > Traces (LX/MX)
Trace functions are grouped together under Traces. The administrator can start
and stop traces and change the trace settings.
INFO: Traces should only be activated by experienced service
technicians and only following consultation with Back-Level
Support. Activating traces can have a negative impact on system
performance.
The following functions can be accessed by the service technician under Traces
in Expert mode:
•
Trace Format Configuration
•
Trace output interface
•
Trace log
•
Digital Loopback
•
customer trace log
•
M5T Syslog Trace
•
M5T Trace Components
•
Secure Trace
•
Call Monitoring
•
H.323 Stack Trace
•
Trace Profiles
•
Trace Components
Information on Traces can be found under Traces (LX/MX) .
Related Topics
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Administration Concept
Expert mode
4.3.4 Expert Mode - Maintenance > Events (LX/MX)
The functions for displaying and controlling events are grouped together under
Events. These include event configuration, for instance, and e-mail settings.
The following functions can be accessed by the service technician under Events
in Expert mode:
•
Event Configuration
•
Event Log
•
E-mail
•
Reaction Table
•
Diagnosis Logs
Information on Events can be found under Events (LX/MX) .
Related Topics
4.3.5 Expert Mode - Maintenance > SNMP (LX/MX)
The functions for configuring communities and traps are grouped together under
SNMP. Communities are used to regulate SNMP data access authorizations.
Traps are generated if system problems occur to inform administrators of errors
and failures.
The following functions can be accessed by the service technician under SNMP
in Expert mode:
•
Communities
•
Traps
Information on SNMP can be found under SNMP (Simple Network Management
Protocol) (LX/MX) .
Related Topics
4.3.6 Expert Mode - Maintenance > Admin Log (LX/MX)
The administrator can use Admin Log to change the configuration (e.g., the
language) of the administration log.
The following functions can be accessed by the service technician under Admin
Log in Expert mode:
•
Configuration
•
Admin Log Data
Information on the administration log can be found under Admin Log (MX) .
Related Topics
4.3.7 Expert Mode - Maintenance > Actions (LX/MX)
The functions supported by the administrator for frequent administration tasks
such as deleting log data are grouped together under Actions.
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The following functions can be accessed by the service technician under Actions
in Expert mode:
Menu tree
see
Manual Actions
• Manual Actions
Automatic Actions
• Automatic Actions ( (LX/MX)
Related Topics
4.3.8 Expert Mode - Maintenance > Platform Diagnostics (LX/MX)
Platform Diagnostics Option (only for Development).
Related Topics
4.3.9 Expert Mode - Maintenance > Application Diagnostics (LX/MX)
Application Diagnostics Option (only for Development).
Related Topics
4.3.10 Experten-Modus – Telephony > Basic Settings (LX/MX)
Functions for configuring system flags, directory settings and speed dials,
DynDNS, Quality of Service, date and time, and call charges are grouped
together under Basic Settings.
The following functions can be accessed by the service technician under Basic
Settings in Expert mode:
Menu tree
System Flags (System)
see
• ISDN Stations (LX/MX)
• Trunk Queuing
• Calling Line Identification Presentation (CLIP)
• Conference Management (LX/MX)
• Trunks (MX)
• Networking OpenScape Office
• Account Codes (LX/MX)
Time Parameters (System)
• Time Parameters (LX/MX)
Display (System)
• Journal
• Voicemail Box
• Date and Time (LX/MX)
• Call Duration Display on Telephone (LX/MX)
DISA (System)
• DISA (MX)
Intercept/Attendant/Hotline
(System)
• Hotline after Timeout / Hotline (LX/MX)
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Administration Concept
Expert mode
Menu tree
see
LDAP (System)
• External Offline Directory (LDAP)
Texts (System)
• Advisory Messages
• Message Texts
Flexible Menu (System)
• Flexible Menus (LX/MX)
Speed Dials (System)
• Individual Speed Dialing (ISD)
Gateway
• Customized Display ( (LX/MX)
DynDNS
• DynDNS (MX)
AF/EF Code Points
• Quality of Service (LX/MX)
Quality of Service
• Quality of Service (LX/MX)
Date and Time
• Date and Time (LX/MX)
Port Management
• Ports and Services (LX/MX)
Call Charges
• Accounting (LX/MX)
Voicemail
• Voicemail Box
Related Topics
Related Topics
• System Flags (LX/MX)
4.3.11 Expert Mode – Telephony > Security (MX)
Security settings are grouped together under Security. These include settings for
firewalls, filters, VPN, and SSL.
The following functions can be accessed by the service technician under
Security in Expert mode:
Menu tree
see
MAC Address Filtering
• MAC and IP Address Filtering (MX)
IP Address Filtering
• MAC and IP Address Filtering (MX)
Deployment- und Licensing
Client (DLSC)
•
Signaling and Payload
Encryption (SPE)
• Signaling and Payload Encryption (SPE) (LX/
MX)
VPN
• VPN (Virtual Private Network) (MX)
SSL
• SSL (Secure Socket Layer) (MX)
Samba Share
• Samba Share (LX/MX)
Related Topics
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4.3.12 Expert Mode – Telephony > Network Interfaces (MX)
Functions such as LAN, WAN (DSL) and DMZ interface configuration are
grouped together under Network Interfaces. The interfaces can be configured
separately.
The following functions can be accessed by the service technician under
Network Interfaces in Expert mode:
Menu tree
see
LAN
• IP Addresses (LX/MX)
WAN (DSL)
• Internet Access (MX)
DMZ
• Security
FTP Server
Preparatory effort for future versions.
DHCP
• DHCP, Dynamic Host Configuration Protocol (LX/
MX)
Related Topics
4.3.13 Expert Mode – Telephony > Routing (MX)
Routing tables are managed under Routing. In small networks, a routing table
can be set up manually on every router by the administrator. In larger networks,
this task is automated with the help of a protocol that distributes routing
information in the network.
The following functions can be accessed by the service technician under Routing
in Expert mode:
Menu tree
IP Routing
see
• DNS, Domain Name Service (MX)
• IP Routing (MX)
IP Mapping
• IP Mapping (MX)
NAT
• NAT (MX)
PSTN
• Expert Mode – Telephony > Routing (MX)
• Remote Access (MX)
LCR
• End-of-Dialing Recognition
• Call Routing > Emergency Calls > Trunk Release
for Emergency Call
• LCR (Least Cost Routing) (LX/MX)
• Networking OpenScape Office
Related Topics
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Administration Concept
Expert mode
4.3.14 Expert Mode – Telephony Voice > Voice Gateway (LX/MX)
The functions for IP telephony are grouped together under Voice Gateway.
The following functions can be accessed by the service technician under Voice
Gateway in Expert mode:
Menu tree
see
SIP Parameters
• IP Protocols (LX/MX)
Codec Parameters
• Audio Codecs (LX/MX)
Internet Telephony Service
Provider
• IP Telephony (Voice over IP, VoIP)
PBX
• Networking OpenScape Office
Related Topics
4.3.15 Experten-Modus – Telephony > Stations (LX/MX)
Functions for all stations are grouped together under Subscriber. These include
the name and phone number of the subscriber, for instance, as well as key
programming information.
The following functions can be accessed by the service technician under
Stations in Expert mode:
Menu tree
see
IP Clients (Stations)
• IP User
Analog Stations (Station)
• Analog Stations (LX/MX)
ISDN Stations (Stations)
• ISDN Stations (LX/MX)
Virtual Stations (Stations)
• Virtual Stations
Application Suite (Station)
• Users of the UC Suite
DDI Extensions Overview
(Stations)
• Configuring Stations in Expert Mode (LX/MX)
Mobility Entry (Stations)
• Virtual Stations for Mobility Entry
Key programming
• Key Programming (LX/MX)
Related Topics
4.3.16 Expert Mode – Telephony > Incoming Calls (LX/MX)
Call Management (CM) functions are grouped together under Incoming calls.
These include settings for groups, for instance, and call forwarding—no answer.
The following functions can be accessed by the service technician under
Incoming Calls in Expert mode:
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Groups/Hunt groups
see
• Group Call
• Hunt Group
Mobility Entry groups
• myPortal for Mobile
Team/Top
• Team Configuration / Team Group
• Executive/Secretary or Top Group
Call pickup
• Call Pickup Group
UCD
• UCD (Uniform Call Distribution) (LX/MX)
Call Forwarding
• Call Forwarding—No Answer (CFNA) With a
Timeout (Fixed Call Forwarding)
Related Topics
4.3.17 Expert Mode – Telephony > Trunks/Routing (LX/MX)
The functions for trunks and routes are grouped together under Trunks/Routing.
The following functions can be accessed by the service technician under Trunks/
Routing in Expert mode:
Menu tree
Trunks
see
• Trunks (MX)
• Networking OpenScape Office
Route
• Call Signaling, Calling Line ID (LX/MX)
• Routes (MX)
• Networking OpenScape Office
QSIG Feature
assign MSN
• Trunks (MX)
Related Topics
4.3.18 Experten-Modus – Telephony > Classes of Service (LX/MX)
The trunk authorization functions (for instance, which calls can be set up by which
subscribers) are grouped together under Class of service.
The following functions can be accessed by the service technician under Classes
of Service in Expert mode:
Menu tree
see
Subscribers/Stations
• Classes of Service, Toll Restriction (LX/MX)
Class of Service Groups
• Night Service (LX/MX)
Allowed lists
• Classes of Service, Toll Restriction (LX/MX)
Denied lists
• Classes of Service, Toll Restriction (LX/MX)
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Administration Concept
Expert mode
Menu tree
see
Night service
• Night Service (LX/MX)
CON Group Assignment
• CON Groups (LX/MX)
CON Matrix
• CON Groups (LX/MX)
Autom. night service
• Night Service (LX/MX)
Special Days
• Night Service (LX/MX)
Related Topics
4.3.19 Expert Mode – Telephony > Auxiliary Equipment (LX/MX)
The functions for auxiliary equipment such as Music on Hold (MoH) or for
connecting an entrance telephone/door opener at the system ports (trunks) are
grouped together under Auxiliary Equipment.
The following functions can be accessed by the service technician under
Auxiliary Equipment in Expert mode:
Menu tree
Announcement
see
• Music on Hold (LX/MX)
• Announcements (LX/MX)
Entrance telephone (MX)
• Entrance Telephone and Door Opener (MX)
Related Topics
4.3.20 Experten-Modus – Telephony > Payload (LX/MX)
The functions for displaying and configuring port types and protocols are grouped
together under Payload.
The Service technician can access the following functions under Payload in
Expert mode:
•
Devices: collective name for stations, features, and functions that require
specific channels.
•
Protocols: transmission-specific parameters. The protocols should not be
changed!
•
Media Stream Control (MSC): monitors and manages streams and provides
for the transmission of media data between LAN and ISDN.
•
HW Modules: DSP channels (digital signal processors) for voice, modem and
fax.
Related Topics
4.3.21 Experten-Modus – Telephony > Statistics (LX/MX)
The functions for displaying statistics are grouped together under Statistics.
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The service technician can access the following functions under Statistics in
Expert mode:
•
Device Statistics: Statistics on LAN Usage and SCN.
•
SNMP Statistics: statistics of the SNMP protocol with data and error data
from the network traffic.
•
Telephony Statistics: Statistics on Telephony.
Related Topics
4.3.22 Expert Mode – Applications > UC Suite
Under UC Suite you will find a group of unified communications functions such
as conferencing, departments and groups, configuring the external directory,
holiday and other schedules, the Contact Center and the server settings for the
UC Suite.
The following functions can be accessed by the service technician under UC
Suite in Expert mode:
Menu tree
User Directory
Description
Configuring Users for the UC Suite.
See also:
• Departments
• Subscribers/Stations
Departments
Configuring departments.
See also:
• Departments
Groups
Only existing groups for voice and fax messages can
now be edited here. The addition of new groups
occurs using Team functions.
See also:
• Voicemail Group and Fax Box Group (LX/MX)
Templates
Configuring the SMS template for SMS notification
See also:
• Notification Service for Messages
Configuring the user template for the AutoAttendant
See also:
• Central AutoAttendant
External directory
Importing a CSV file for an external directory.
See also:
• External Directory
External Providers Config
Integrating an LDAP server in the external directory.
See also:
• External Offline Directory (LDAP)
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Expert mode
Menu tree
Contact Center
Description
Configuration of the Multimedia Contact Center
See also:
• Multimedia Contact Center
Schedules
Configuring schedules for the AutoAttendant.
See also:
• Schedules
File Upload
Loading of announcements for the AutoAttendant
and voicemail box as well as centralized fax cover
sheets.
See also:
• AutoAttendant
• Voice and Fax Messages
• Sending Fax Messages with Fax Printer
Recorder
Recording announcements for the AutoAttendant.
See also:
• AutoAttendant
Conferencing
Displaying the details of a scheduled phone
conference (Meet-Me conference).
See also:
• Conference Management (LX/MX)
Site List
Configuring locations for networking.
Servers
Configuring business and office hours for
AutoAttendant, the password length for applications
and the call number of the intercept position.
See also:
• Schedules
• Configuring Users of the UC Suite
• Intercept
Configuring the retention period for voicemails and
call information in the call journal.
See also:
• Voice and Fax Messages
• Journal
Configuring the parameters for the voicemail box
such as the language, playback order and message
length
See also:
• Voice and Fax Messages
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Menu tree
Profiles
Description
Central configuration of user settings for clients.
See also:
• Station and User Profiles
Fax Headlines
Configuring fax headers.
See also:
• Sending Fax Messages with Fax Printer
Holiday Schedules
Configuring holiday schedules for the AutoAttendant.
See also:
• Schedules
Related Topics
4.3.23 Expert mode – Applications > Web Services (LX/MX)
Configuration options for web interfaces, e.g., for web collaboration, can be found
under Web Services.
The following functions can be accessed by the service technician under Web
Services in Expert mode:
Menu tree
XMPP
Description
Configuring XMPP.
See also:
• XMPP
Mobility/Web Clients
Configuring the interface for Mobility Clients, Web
Clients and the Application Launcher.
See also:
• Configuring myPortal for Mobile and Mobility Entry
(LX/MX)
Web Collaboration
Configuring the interface for Web Collaboration.
See also:
• Web Collaboration Integration
Related Topics
4.4 Service Center
The Service Center of OpenScape Office Assistant provides administrators with
software, documentation and other diagnostics functions.
Related Topics
Related Topics
• Updates and Upgrades
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Administration Concept
Service Center
•
Remote Access (MX)
•
Shutting Down the OpenScape Office MX Communication System
4.4.1 Service Center - Download Center
The Download Center provides documents, PC clients, tools and links to related
information.
The following documents are available:
•
Administrator Documentation
•
User Guides for Clients
•
Mobility Entry, Quick Reference Guide
•
TUI Menu Structure (Phone Menu of the Voicemail Box)
•
CSV Templates for Importing Station Data, Speed-Dial Numbers and Port
Data
The following PC clients are available (sometimes combined in one package):
•
myPortal for Desktop
•
myAttendant
•
myPortal for Outlook
•
myPortal for Zimbra
•
Fax Printer
•
myAgent
•
myReports
The following tools are available:
•
Application Launcher
•
Call Charge Manager (Accounting Manager)
•
ISDN message decoder
•
OSO Observer
Displays the operating state of the UC Suite under Windows.
•
Audio Wizard
Enables the creation of audio files for the voicemail box and central
AutoAttendant with the mixing of two sources, e.g., background music and
announcements.
•
SNMP MIB
Related Topics
4.4.2 Service Center – Inventory
Inventory provides an overview of the basic configuration data of the system.
Related Topics
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4.4.3 Service Center – Software Update
Software Update checks whether a software update is available on the web
server and performs the update.
Related Topics
4.4.4 Service Center – E-mail Forwarding
E-mail Forwarding enables the sending of e-mails with system messages from
the UC Suite to the administrator and e-mails with attached voicemail of fax
messages to subscribers.
Related Topics
4.4.5 Service Center – Remote Access (LX/MX)
Remote Access is used to configure access for the site-independent
administration of the system.
Related Topics
4.4.6 Service Center – Restart / Reload
Restart / Reload enables a restart of the system, optionally resetting it back to
factory settings.
Related Topics
4.4.7 Service Center – Diagnostics > Status (LX/MX)
Status provides status information on the network, subscribers, call setup, ITSP
and VPN.
See also
Related Topics
4.4.8 Service Center – Diagnostics > Event Viewer (LX/MX)
Event Viewer logs system events.
See also
Related Topics
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Service Center
4.4.9 Service Center – Diagnostics > Trace
Trace provides options for fault logging.
See also
Related Topics
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5 Connection to Service Provider (LX/MX)
The communication system supports different connections to service providers
for Internet access and Internet telephony via an Internet Telephony Service
Provider (ITSP, SIP Provider). OpenScape Office MX also provides access to
outside lines via ISDN or analog connections through optional gateway modules.
Access to the Internet occurs via either an Internet modem or an Internet router.
In order to connect OpenScape Office MX to the Internet, the communication
system must be configured as described below. In the case of
OpenScape Office LX, access to the Internet is configured in the Linux operating
system and is therefore not a part of this documentation.
Access to an outside line occurs via additionally available gateway modules in
OpenScape Office LX and is described in the following. For OpenScape Office
LX, an external gateway is needed to access an outside line. The configuration of
the outside line is described in the instructions for the gateway.
Related Topics
5.1 Internet Access (MX)
A broadband connection (DSL or connection) is required for access to the
Internet. This provides for fast data transmissions over the Internet and enables
Internet (or DSL) telephony.
Internet Access via a DSL Connection
Conventional telephone lines are used for broadband Internet access via DSL
(digital subscriber line). The Internet access can be used at the same time as the
normal phone. Fax, analog phone or ISDN are also available during the DSL
connection. This makes it possible to implement Internet access that is
permanently available as in the case of a dedicated line (flat rate).
For Internet access via DSL, you need a modular jack (analog or ISDN) and an
Internet Service Provider (ISP). The ISP provides a splitter and an Internet
modem (DSL modem) or an Internet router with a built-in Internet modem. The
splitter divides the signal into DSL and telephony parts and forwards the DSL
signals to the Internet modem.
The communication system can be connected directly to the Internet modem or
to the Internet router with an integrated Internet modem. In the first case, the
access data of the ISP must be entered in the communication system; in the
second, the Internet router must be made known to the communication system.
The access data of the ISP is saved in the Internet router.
To use Internet telephony, you will also need an Internet Telephony Service
Provider (ITSP, SIP provider).
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Connection to Service Provider (LX/MX)
Internet Access (MX)
Internet Access via a Cable Connection
The broadband connection to the Internet is implemented via the TV cable. In
addition to transmitting TV signals, the TV cable connection can be used for
accessing the Internet and making calls. This means you do not need a telephone
line to surf and for telephony.
For Internet access via cable, you need a cable provider that offers this feature.
The cable provider is also your Internet Service Provider (ISP). This cable
provider supplies you with a cable port with a back channel and a cable modem
that transmits the data over the TV cable network. The cable port and the
communication system are connected to the cable modem over Ethernet. Internet
data filtration takes place directly in the cable modem.
The communication system can be connected directly to the cable modem or to
an Internet router that is connected to the cable modem. In both cases, the cable
modem or the Internet router must be made known to the communication system.
To use Internet telephony, you will also need an Internet Telephony Service
Provider (ITSP, SIP provider).
Configuring Internet Access
Internet access is configured with OpenScape Office Assistant. You have the
following options:
•
Internet access via an external Internet router
You want to operate the communication system at an external Internet router.
The communication system and the Internet router are either in the same LAN
segment or in different LAN segments. This variant also applies if you want to
access the Internet with a cable modem.
•
Internet access via an Internet modem
You want to operate the communication system directly at an Internet
modem. Use the WAN port for this.
•
Deactivate Internet access (default setting)
You do not want to use the Internet. Then leave the WAN port disabled.
Related Topics
5.1.1 Internet Access via an External Internet Router (MX)
The Network Configuration wizard helps you configure your Internet access via
an additional Internet router.
To set up Internet access, you have the following options:
•
The communication system and the Internet router are in the same LAN
segment. In this case, you must enter the IP address of the Internet router and
that of the DNS server and connect the Internet router with the LAN port of the
communication system.
•
The communication system and the Internet router are to be located in
different LAN segments. You will need to configure your WAN port as a LAN
port for this. This scenario requires a network specialist and is not covered in
this documentation.
Related Topics
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5.1.2 Internet Access via an Internet Modem (MX)
The Internet Configuration wizard helps you configure your Internet access via
an Internet modem. An Internet modem is directly connected for this to the WAN
port on your communication system. You can use an ISP that was preconfigured
in the communication system or a standard ISP type (consult ISP for type).
To set up Internet access, you have the following options:
•
Setting up Internet Access via a Preconfigured ISP
You are using an ISP preconfigured in the communication system. You can
then select your preconfigured ISP from a list.
•
Setting up Internet Access via the Standard ISP PPPoE
You are using the standard ISP type Provider PPPoE. Obtain the required
settings from your ISP.
•
Setting up Internet Access via the Standard ISP PPTP
You are using the standard ISP type Provider PPTP. Obtain the required
settings from your ISP.
INFO: You can also use the WAN port to operate
OpenScape Office MX as a router between two internal networks.
OpenScape Office MX uses the integrated router function to
enable communication between two different internal networks.
More Information can be found in the Administrator
documentation in the topic Network under Configuring the WAN
Connection as a LAN Connection.
Connection Clear-down Depending on the Tariff Model
Depending on the tariff model, you can define whether or not the connection to
the ISP should be maintained in the event of inactivity.
•
With the flat-rate tariff model, the Internet connection does not have to time
out on inactivity. Many ISPs require forced timeout every 24 hours. You can
enter the time when the connection should time out.
•
With the time-based tariff model, the Internet connection should time out on
inactivity. You can specify the inactivity timeout for connection clear-down (for
instance, 60 seconds). The connection is automatically reestablished the next
time an Internet request is made. If VPN is configured, the connection should
not be cleared due to inactivity; the flat rate tariff model should hence be
selected here.
INFO: Network-based programs or services can automatically
set up an Internet connection and thereby incur additional
connection charges for you if your tariff is time-based.
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Connection to Service Provider (LX/MX)
Internet Access (MX)
Bandwidth
Different bandwidths for downloading and uploading are usually provided by the
ISP. The bandwidth is specified in Kbps. If Internet telephony is also used, the
bandwidth is shared by voice and data transmission. We therefore recommend
reserving sufficient bandwidth to guarantee good voice quality during voice
transmission. However, this can lead to data transfer bottlenecks (for example,
slower downloads) during periods with a high volume of voice transmissions.
You can choose whether bandwidth control for voice connections should be
enabled only for uploading for both uploading and downloading. If the download
bandwidth is high and the upload bandwidth is low, bandwidth control should be
enabled only for uploading to prevent an unnecessarily high amount of download
bandwidth from being reserved for voice transmissions.
INFO: About 128 Kbps of bandwidth is reserved for an Internet
call.
Related Topics
5.1.3 WAN Port (MX)
WANs (Wide Area Network) are used to network different LANs (Local Area
Network) as well as individual computers with one another. An Internet modem
for access to the Internet can be connected to the WAN port.
The WAN port must not be used for the networking of network nodes and for
connecting IP stations or IP clients.
Related Topics
5.1.4 NAT (MX)
NAT (network address translation) is a procedure for replacing one IP address in
a data packet with another. The clients in an internal network use private IP
addresses. As private IP addresses are not forwarded in a public network, you
can use NAT to map the private IP addresses to a public IP address. This gives
internal clients access to the public network while masking the structure of the
internal network with its private IP addresses and keeping it separate from the
public network (for example, the Internet).
Address translation is performed at the gateway between an internal and a public
network. NAT can run on an Internet router, a server or another specialized
device. An Internet router can use NAT, for instance, to connect the internal
network to the Internet.
The internal network appears on the Internet with only a single public IP address,
which is assigned to the Internet router by the Internet Service Provider (ISP). All
access attempts made from the internal network are routed via this official IP
address with different port numbers. The Internet router replaces the private IP
addresses with the official IP address assigned by the ISP. In the case of incoming
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data packets, the official IP address is replaced by the private IP addresses. The
relevant port numbers are important for allocation. Only specially enabled private
IP addresses can be reached directly from the Internet.
NAT rules
You can use NAT rules to define if private (local) IP addresses should be reached
directly from the Internet. Individual NAT rules can be defined for this or the
default NAT rules already set can be used for the services FTP Server, HTTP
Server, etc. A total of 20 NAT rules can be defined. In order to use the NAT rules,
the local address data of the client PC that will provide these services for the
Internet must be entered, and the NAT rule must be activated. Multiple NAT rules
can be configured together with the help of a NAT table editor. You can delete
NAT rules that are no longer needed.
Related Topics
5.1.5 DNS, Domain Name Service (MX)
The main task of the Domain Name Service (DNS) is to translate "names" such
as www.wikipedia.com to their associated IP addresses.
The DNS client requests the IP address of a DNS name from the DNS server.
Example: for www.wikipedia.com, the DNS server returns the IP address
91.198.174.2.
The DNS is a hierarchical database that manages the Internet name space and
is distributed over a collection of servers worldwide. This name space is divided
into so-called zones. Separate Internet-independent DNS servers are usually
operated for local requirements – for example, within a corporate network.
System-Specific Information
OpenScape Office MX can serve as a DNS client and send requests to an
external DNS server, support gateway DNS functionality for other DNS clients
and also be used as a DNS server for the administration of DNS zones.
Related Topics
5.1.6 Gateway DNS Functionality (MX)
The communication system offers you the same functions as a DNS server
(gateway DNS functionality). DNS servers include data about a particular section
of the DNS domain tree structure and process name resolution requests received
from DNS clients.
On receiving a request, DNS servers provide the required information, return a
reference to some other server that can help resolve the request, or return an
acknowledgment to indicate that the information is not available or does not exist.
Primary/Secondary DNS Servers
A request is first forwarded to the primary DNS server. If this request can be
satisfied, it returns a response. If not, the request is forwarded to a second DNS
Server (if configured).
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Related Topics
5.1.7 DNS Zones (MX)
A DNS zone is a contiguous segment of a namespace for which there are one or
more authorizing servers. The DNS objects of a domain (e.g., the computer
names) are maintained as a set of resource records in a zone file that resides on
one or more authorizing name servers.
Forward Master Zones
In forward master zones, domain names of DNS servers are assigned to IP
addresses (for example, "google.de" is resolved into its IP address).
If an IP address cannot be resolved in the DNS server of the
OpenScape Office MX, this request is sent to a next, higher-level DNS server.
This is determined via the Forward Master Zone. Two Forward DNS Servers must
be defined in OpenScape Office MX.
Reverse Master Zones
In reverse master zones, IP addresses are resolved into domain names (for
example, the IP address here is translated into the name "google.de").
Slave Zones
This zone type is a partial copy of another zone. A slave zone contains only the
resource items that are needed to identify the authorizing DNS Server for the
master zone.
Related Topics
5.1.8 DynDNS (MX)
DynDNS (Dynamic Domain Name Service) is an Internet service that assigns a
fixed DNS name to an IP address that changes dynamically.
DNS Name
With DynDNS, a client who is connected to the Internet with a dynamic IP address
can always be addressed with the same name, the DNS name. A DynDNS
account with a DynDNS provider (such as www.dyndns.org) is needed for this. If
the communication system is assigned a new IP address (for example, by the
Internet Service Provider), this IP address is automatically sent to the DynDNS
provider and saved in the DynDNS account. The refresh interval is adjustable. If
a DNS name is addressed, a request is sent to the DynDNS provider to translate
the name into the IP address currently valid. The entire DNS name (also known
as the domain name) is composed of a host name of your choice (myhost, for
instance) and the selected DynDNS provider (dyndns.org, for instance),
producing, in this instance, myhost.dyndns.org. More information on this can, for
example, be found at the Internet address:
http://www.dyndns.org/services/dyndns
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DynDNS also lets you set up a virtual private network (VPN) over an Internet
Service Provider that supplies dynamic IP addresses. This enables teleworkers,
for example, to access the internal network via the Internet. More Information can
be found under VPN (Virtual Private Network) (MX) .
Mail Exchanger
The Mail Exchange entry (MX record) in the Domain Name Service (DNS)
specifies the IP address to which e-mails should be sent for the domain name
configured (myhost.dyndns.org, for instance). The mail server (Mail Exchanger)
must be located at the IP address specified. An e-mail address for this domain
name could be as follows: mymail@myhost.dyndns.org.
The Backup MX function buffers e-mails that could not be delivered to the Mail
Exchanger specified above (because of temporary unavailability, for instance)
and delivers them as soon as Mail Exchanger availability is restored.
Related Topics
5.1.9 IP Routing (MX)
In data technology, routing describes the definition of paths (routes) for data
streams.
Default Router
A network address is configured as a default router where clients send their data
if the destination address is outside their own network and they are unfamiliar with
the path to the destination client. The default router will then redirect the data to
the parent network.
Static Routes
Static routes are used to establish the path along which data will travel to a
network that cannot be reached via the default router.
ARP (Address Resolution Protocol)
The Address Resolution Protocol (ARP) is a network protocol that facilitates the
assignment of network addresses to hardware addresses. Although it is not
restricted to Ethernet and IP protocols, it is almost exclusively used in conjunction
with IP addressing in Ethernet networks.
Node A wants to communicate with node B in a network. Node A needs the MAC
address of node B for this. Node A queries the MAC address by sending an ARP
request with the IP address of the node it wants to find (node B) to all nodes in
the network. Node B sends the ARP reply and shares its MAC address with node
A. The prerequisites for communication are therefore satisfied. Node A saves the
association of the MAC address to the IP address of Node B in its ARP cache.
This speeds up communication connections in the network in future.
Related Topics
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IP Telephony (Voice over IP, VoIP)
5.1.10 IP Mapping (MX)
IP mapping translates public IP addresses into internal IP addresses. The internal
clients can therefore be reached at an external IP address.
Related Topics
5.2 IP Telephony (Voice over IP, VoIP)
IP Telephony describes telephony within IP networks. The signals required for the
call are transmitted using IP Protocols over IP networks that can be used for data
transmission. This type of telephony is also called Voice over IP (VoIP). IP
telephony is implemented on the one hand for calls within an internal network
(LAN or WAN in coupled corporate networks) and, on the other hand, for calls
over the Internet between two IP stations or for calls over the Internet to
conventional telephone networks. If the IP telephony occurs over the Internet, this
is also referred to as Internet telephony. Both PCs as well as IP telephones
suitable for IP telephony may be used as IP stations. To guarantee loss-free
transmission and good voice quality, voice signals are compressed using audio
codecs and marked using special procedures (Quality of Service) so that voice
transmission has priority over data.
IP Telephony in the Internal Network (LAN Telephony)
IP stations can telephone each other over the internal network (LAN, local area
network) using the Internet protocol. IP telephony is also possible if two internal
networks, for example, two branches in different locations, are connected via a
WAN (wide area network). The communication system must support VoIP for this.
All of the communication system's telephony features can be used within the
internal network with the corresponding protocol.
IP Telephony via the Internet (Internet Telephony)
Internet telephony means that IP stations can communicate directly with other IP
stations over the Internet or with stations from the conventional telephone
network.
To use Internet telephony, you will need access to an Internet Telephony Service
Provider (ITSP).
Calls are set up and cleared down via the Session Initiation Protocol (SIP). The
voice data is combined in IP packets and transferred over the Realtime Transport
Protocol (RTP). Call stations such as IP phones, PCs, and conventional phones
connected via special adapters can set up the connection to the Internet.
Connecting to the Internet (to the ITSP)
The communication system can be connected to the Internet either directly or via
an additional Internet router.
•
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IP Telephony (Voice over IP, VoIP)
•
Communication system with Internet access via existing Internet router:
The internal network is connected to the Internet over an existing Internet
router. NAT is typically used in this environment so that the IP addresses used
in the internal network are not visible in the Internet. To be able to receive
incoming calls over the Internet, the relevant IP station must be able to
determine its IP address used in the Internet and forward this information to
the communication partner. To do this, a STUN server operated by the ITSP
is required.
Call Flow
A connection between two IP station is set up via the SIP server. The SIP server
is no longer needed for the actual telephone call because the call data is sent
directly by the IP station. Connections are again set up via the SIP server.
Related Topics
5.2.1 ITSP Requirements (LX/MX)
An Internet Telephony Service Provider (ITSP, SIP Provider) lets you conduct
calls over the Internet. To do this, an Internet telephony connection must be
applied for from the ITSP, and a user account must be set up for the IP station.
Internet Telephony Service Providers do not always offer the same range of SIP
features. It is therefore important that the ITSP is certified for OpenScape Office.
A list of certified ITSPs can be found at the following link:
http://wiki.siemens-enterprise.com/wiki/
Collaboration_with_VoIP_Providers
Types of Internet Telephony Connections
•
The Internet telephony user connection is a connection with the registration
of individual call numbers. With this connection type, a registration and
authentication from the ITSP is required for every individual station
connection call number.
•
The Internet telephony point-to-point connection is a connection with the
registration of a call number range. With this connection type, only a single
registration and authentication from the ITSP is required for the entire call
number range.
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IP Telephony (Voice over IP, VoIP)
ITSP user account
The ITSP user account (SIP User Account) must be applied for from the ITSP.
The ITSP provides an SIP Registrar server at which the IP station must first log
in (provider-specific) for this purpose.
INFO: Special numbers and emergency numbers that cannot be
supported by the ITSP are routed over fixed network connections.
INFO: In the event of ITSP failure, the connection is guaranteed
over fixed network connections via least cost routing (LCR).
Related Topics
5.2.2 Internet Telephony via a Station Connection (LX/MX)
An Internet telephony station connection is a connection with the registration of
individual call numbers. With this connection type, a registration and
authentication from the ITSP is required for every individual station connection
call number.
Related Topics
5.2.3 Internet Telephony via a Point-to-Point Connection (LX/MX)
An Internet telephony point-to-point connection is a connection with the
registration of a call number range. With this connection type, only a single
registration and authentication from the ITSP is required for the entire call number
range.
Related Topics
5.2.4 STUN (Simple Traversal of UDP through NAT (LX/MX)
When operating the communication system behind a NAT router, STUN enables
determination of the own IP address/port, which is required for Internet telephony
via SIP The functionality is made available on the Internet on STUN servers,
whose addresses must be stored in the configuration of the communication
system.
The following function can be implemented in the communication system with
STUN:
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Outside Line (MX)
•
Detecting the NAT type
The communication system determines independently whether STUM must
and can be used. No STUN requests occur if no NAT router exists or if a NAT
type not supported by STUN is detected. For routers with symmetric NAT, for
example, STUN cannot determine any valid public address, so VoIP is
possible in this case.
INFO: Some ITSPs use session border controllers (SBC), which
obtain knowledge of where they should send their own RTP data
stream from the incoming RTP data stream instead of the SIP
signaling. In this case, Internet telephony is also possible with
symmetric NAT.
•
Monitoring the Public IP address
The IP address under which the communication system is seen on the
Internet is determined cyclically. This is done by sending a request to the
STUN server, which indicates in its response with which public IP address it
had seen the IP packet If the IP address changes, STUN notifies the required
components of the communication system.
•
Determining the RTP/RTCP Address per Call
If STUN is active, the public RTP and RTCP ports are determined for each
call. To do this, a request is sent to the STUN server via each of the respective
ports that will also be later used for the voice packets. In its response the
STUN server indicates with which public IP address / port the IP packet
arrived. This information is used in the SIP signaling to transmit to the
communication partner to which IP address and port it should send its voice
packets.
•
Opening the NAT Bindings for Early Payload per Call
STUN open the NAT Binding in the NAT router for Early Payload by sending
an empty UDP packet. This makes it possible to hear announcements before
"Connect" in the case of outgoing calls, for example.
Related Topics
5.3 Outside Line (MX)
The outside line connects the communication system to the public network
(PSTN) via ISDN or analog connections.
Wizards are available to facilitate the configuration of an ISDN outside line or
analog outside line.
Related Topics
5.3.1 Trunks (MX)
Trunks connect the communication system with the public network (PSTN). Every
trunk is assigned a route through which different properties can be assigned to
the trunk.
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Outside Line (MX)
By default, all trunks are assigned a seizure code and a route. These assignments
can be changed by the administrator.
In the case of an ISDN trunk connection, the trunks are also referred to as Bchannels.
Trunk code
Using the trunk code, the communication system seizes the specific trunk
assigned to that trunk code. The trunk code is also used to program a trunk key
or to test a trunk.
MSN Allocation
An MSN can be assigned directly to an ISDN trunk for external call forwarding in
the case of multiple PMP trunks (PMP=point-to-multipoint), for example.
ISDN Protocol
The used ISDN protocol is determined by the country initialization. It should only
be changed if the PSTN connection explicitly requires some other deviant
protocol. Several protocol templates, which can be adapted to individual
requirements, are available. The requisite information for this can be obtained
from your Service Provider.
B Channel Seizure Mode
Individual B channels of an ISDN trunk can be blocked for outgoing and/or
incoming traffic.
The following B channel seizure modes are possible:
•
outgoing only
•
incoming only
•
outgoing and incoming (default)
The B channel seizure mode is only evaluated when the communication system
must offer a B-channel. The applies in the following situations:
S2 outgoing: The communication system must offer a B-channel.
S2 incoming: The remote station must offer a B-channel. This B-channel is accepted by
the communication system without checking the setting. It is thus of no
direct significance.
S0 outgoing: Since the communication system does not pre-assign a B-channel (any
channel), this setting is of no direct significance.
S0 incoming: When the remote station sets up a call without specifying a B-channel, the
communication system offers a B-channel, while taking the set B channel
seizure mode into account.
Dialing Method for Analog CO Trunks (MSI)
The dialing method is automatically detected by the communication system
whenever the line is seized. For special cases, the dialing method can also be set
directly to Dual Tone Multifrequency (DTMF) or Dial Pulsing (DP).
Related Topics
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Outside Line (MX)
5.3.2 Routes (MX)
Routes enable trunks (B channels) to be grouped. Separate parameters can be
configured for each trunk group.
Each trunk can be assigned to exactly one route. By default, all trunks are
assigned to route 1.
For each route, a name and a seizure code can be assigned.
INFO: Seizure codes only work if LCR has not been activated.
B Channel Allocation
The allocation of B channels to different trunk groups is also called the B-channel
allocation. Typical use cases include ISDN trunk connections with multiple Bchannels such as S2M trunk connections, for example.
For outgoing calls, only B-channels that are included in the trunk group can be
selected (e.g., trunk group selected via the seizure code, overflow trunk group or
trunk group selected using LCR)
Incoming calls are always accepted, regardless of the trunk group. As a rule, the
B-channel offered by the peer is seized. If the peer system or the public network
does not support B-channel allocation, the correct allocation of the call to the
correct trunk group cannot be guaranteed.
Trunk group key
A subscriber can assign a route to a trunk group key on the telephone. One trunk
group key is reserved for outbound calls. Calls placed via trunk group keys are
subject to COS toll restriction levels and rules.
When a subscriber presses a trunk group key (or dials a seizure code), the
communication system seizes a free trunk that is assigned to the appropriate
route. The telephone shows the trunk number in the display. If all trunks of the
route are seized, the corresponding LED lights up, even in the case of a
successful overflow.
Overflow route
For each route, the administrator can also define an overflow route. If all the
trunks of a route are busy during a seizure attempt, the search for trunks
continues among all trunks in the overflow route. If all the trunks in the overflow
route are busy as well, no further overflow occurs.
Type of seizure
For an outgoing route seizure, the administrator can specify the criteria to be used
by the communication system when searching for a free trunk in the required
direction. This is done by defining the type of seizure as follows:
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•
cyclic:
after the last outbound seized trunk - search begins at the next higher trunk
number, as of the last outgoing trunk reserved for that direction.
Consequently, all trunks are used with the same frequency.
•
linear:
always the first free trunk - search begins at the lowest trunk number assigned
to that route.
Entering a PABX Number, Incoming and Outgoing
To implement the CLI no screening feature, the administrator can define the
PABX number for incoming and outgoing calls separately. If no "PABX number
outgoing" has been configured, the communication system will always use the
data of the "PABX number incoming" setting. In the case of an incoming seizure
on an ISDN line, the communication system truncates the PABX number (leftaligned) from the received phone number and interprets remaining portion as the
Direct Inward Dialing number. For call number information to the PSTN, the
communication system automatically inserts the PABX number as the leading
portion of the call number. This does not apply to dialing information (destination
address). In Germany, the PABX number must omit the area code and the
attendant code.
Station Number Transmission
The station number that is sent to the PSTN and to the receiver can be composed
as follows:
Type
Station number transmitted to the PSTN
Unknown
only DID number (default setting)
PABX number
PABX number + DID number
Local area code
+ Local area code + PABX number + DID number
Country code
Country code + Local area code + PABX number + DID number
Internal
Only for networked system: number prefixes may not be added for
closed numbering plans. Call number prefixes are suppressed here.
In addition, you can specify which call number information is to be transmitted
from the dialing station to the destination station.
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Outside Line (MX)
Type
Station number transmitted to the PSTN
Internal
In this case, only the internal call number is transmitted. If the
destination is an external station, either no number is transmitted or
only that of the attendant. The internal call number can be displayed
when the destination is an internal station.
Direct inward
dialing
In this case, only the DID number is transmitted. The internal call
number is not provided for display at internal destinations in other
nodes. The call number information is sufficient for external
destinations.
Internal / DID
This setting is useful for networking purposes. Both the internal call
number and the DID call number are transmitted to the destination
station. If an internal station is called within the network, the internal
call number of the caller can be displayed for this station. If the
internal destination station has activated call forwarding to an
external destination, for example, a DID number can also be
transmitted in this case.
In addition, the communication system can extend the call number for outgoing
and incoming connections by adding the seizure code (direction prefix).
Second CO Code
A second trunk code is defined only if the communication system is a subsystem
of another communication system or is networked with several other
communication systems. In this case, the second trunk code is the seizure code
for the main system. With this code, the subsystem can access the CO trunks of
the main system.
Related Topics
5.3.3 Prioritization for Exchange Line Seizure (LX/MX)
The prioritization for exchange line seizure defines in what order different network
providers (ISDN/analog or ITSPs) are selected.
The exchange line seizure normally occurs by dialing the prefix "0". Within this
code, different providers are prioritized (depending on what is preset). For
example, an outbound call may be first routed via an ITSP and, if the exchange
line seizure fails, be then sent via ISDN.
Related Topics
5.3.4 Dial Tone Monitoring
When setting up a connection over an analog trunk line, the dialed digits can be
sent to the Central Office only when a dial tone (audible signal) has been
detected. Since the time until the arrival of the dial tone varies depending on the
network provider and network state, the arrival of the dial tone can be monitored.
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Outside Line (MX)
Delay Period for Dial Tone Monitoring
The monitoring of the dial tone can be done immediately or only after a pause. In
some cases, additional tones may need to be played back to the subscriber after
the line is seized, for example, to inform him or her that call forwarding has been
enabled at the Central office. For such cases, a delay period for the dial tone
monitoring (Analog trunk seizure, 1-9 seconds) can be programmed. The dialed
digits will then be sent to the CO only after this pause.
INFO: Notes for Brazil:
If the DTMF dialing method is used from analog phone devices in
conjunction with analog trunks (TLAx and TML8W) and pulse
dialing after the dial tone monitoring, problems may arise with toll
restriction when the country code is set to Brazil. In this case, the
DTMF signals from the analog devices go directly to the analog
trunk lines. All DTMF signals that were dialed before receiving the
dial tone are lost. Consequently, for such cases, least cost routing
(LCR) must be enabled for the dialing method and toll restriction
to operate properly at the device.
Analysis of the Second Dial Tone
The communication system can recognize an additional dial tone (2nd dial tone).
This is relevant for public network providers who transmit at a second dial tone for
international calls, e.g., for Belgium after 00 and for France after 16 or 19. For
Germany, this feature is not relevant.
Related Topics
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Dial Plan
6 Subscribers/Stations
A subscriber or station is a communication partner connected to the
communication system. In general, every station (apart from virtual stations) is
assigned a terminal. A terminal is, for example, a telephone, a PC or fax device.
The subscribers can also be users of the OpenScape Office clients (e.g., users of
myPortal for Outlook). A default dial plan facilitates the administration.
The following types of stations exist:
•
IP stations (also known as IP clients)
•
ISDN stations
•
Analog stations
•
Mobile stations (Mobility Clients)
•
Virtual stations for call forwarding
The data of subscribers (name, station number, DID number, e-mail address, etc.)
can be imported (see Individual Dial Plan for OpenScape Office LX/MX ) and
exported (see Exporting Subscriber Data ) as a CSV file.
Related Topics
6.1 Dial Plan
A dial plan, which is also called a numbering plan, is a list of all phone numbers
and codes available in the communication system. It includes, among other
things, the internal call numbers, DID numbers and group call numbers. Most of
the call numbers are preassigned default values, but these can be changed as
required.
The dial plan with the currently configured phone numbers and codes can be
displayed via the OpenScape Office Assistant Service Center. If names have
been assigned to the call numbers, these are shown.
All types of call numbers and codes are summarized in the following table, using
OpenScape Office MX as an example.
A sample dial plan of OpenScape Office LX can be found under OpenScape
Office V3, Administrator documentation , Installing OpenScape Office LX.
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Dial Plan
Type of call numbers
Preset value
Action
Station numbers for IP stations (max. 297 + 3)
100 – 249 (+ 7070, 7080 and 7090)
deletable
Phone numbers for analog stations (25 preset / max. 96)
250 – 274
deletable
Phone Numbers for ISDN stations (25 preset / max. 48)
275 – 299
deletable
Station numbers for virtual stations (max. 70)
1025 – 1094
deletable
DID numbers of the stations
not preset
deletable
Internal group station numbers & direct inward dialing
not preset
deletable
Trunk numbers (max. 250)
not preset
deletable
Announcement call numbers (max. 16)
#801 - #816
only editable
Station numbers for online users
7070
only editable
Call number for remote access
7080
only editable
Call number for automatic licensing
7090
only editable
Call number for voicemail
71
only editable
Conference phone numbers (5 preset / max. 20)
7400 – 7404, 7430
only editable
Call number for parking
7405
only editable
AutoAttendant Phone Numbers (max. 20)
7410 – 7429
only editable
Seizure code 1 (external code)
0 = World / 9 = USA
only editable
Seizure code 2-6
80 – 84
only editable
Access Code for Music on Hold
#817
only editable
Station number for Attendant Console
9 = World / 0 = USA
only editable
Substitution for "#" (for service codes)
72
deletable
Substitution for "#" (for service codes)
73
deletable
Service Codes
Service Codes Table (see Codes for
Activating and Deactivating Features
(LX/MX) )
not editable
Seizure codes (6 preset / max. 64)
INFO: When setting up call numbers or codes, error messages
ay be produced if the desired number is already being used. The
dial plan can be used to check which call numbers can still be
assigned.
INFO: If an internetwork with multiple communication systems is
involved, it must be noted that only a closed numbering system for
the station numbers may be used (see Dial Plan in the Network ).
Related Topics
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Dial Plan
6.1.1 Default Dial Plan for OpenScape Office LX/MX
Most of the call numbers in the default dial plan for OpenScape Office LX/MX are
predefined with default values.
Related Topics
6.1.2 Individual Dial Plan for OpenScape Office LX/MX
OpenScape Office LX/MX allows you to set up an individual dial plan by editing
the predefined call numbers.
The following actions are useful for this purpose:
•
Delete defaults: apart from some exceptions (special default numbers),
default call numbers can be deleted. These call numbers are identified as
"deletable" in the "Action" column.
•
Edit special defaults: these call numbers must not be deleted. However, their
values may be edited. These call numbers are identified as "only editable" in
the "Action" column.
•
Import call numbers and station data: station data can be imported via a CSV
file. The call numbers and DID numbers of the stations are imported as well.
Importing Station Data via a CSV File
An individual dial plan can be imported into OpenScape Office. The data must be
available as a CSV file.
A sample CSV file with the appropriate explanations can be found in the
OpenScape Office Assistant Administration Program under Service Center >
Download Center > CSV Templates. You can also use the CSV file stored there
as a template for your data.
Structure of a CSV file:
•
Column A contains the call number (possible values: 0-9,*,#)
•
Column B contains the DID number (possible values: 0-9,*,#)
•
Column C contains the name (in the format First Name Last Name or
Last Name, First Name)
The name of a subscriber can consist of up to 16 characters, but must not
include any diacritical characters such as umlauts or special characters.
•
Column D contains the subscriber type (e.g., 1=System Client, 2=SIP User,
3=SIP Fax, 4=RAS User, 5=Analog, 6=Analog Fax, ...)
•
Column E contains the license type (<no entry> or 0=No Licence, 1=Comfort
User, 2=Comfort Plus User)
•
Column F contains the e-mail address
Users of the UC Suite are automatically sent an e-mail with a link to the
installation file(s) if their respective e-mail addresses were imported via the
CSV file.
•
Column G contains the mobile number (possible values: 0-9,*,#)
•
Column H contains the private number (possible values: 0-9,*,#)
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IP Stations and LAN Telephony (LX/MX)
•
Column I contains the node ID (possible values: 0-999)
This column must be assigned a value; otherwise, no import will occur. If the
system is not networked, 0 must be entered here.
•
Column J contains the IP address of the second gateway
IMPORTANT:
CSV files must be available in ANSI/ASCII format.
CSV files of older OpenScape Office versions are not supported.
Related Topics
6.2 IP Stations and LAN Telephony (LX/MX)
The term LAN telephony refers to making and receiving calls in the internal
network (LAN). To enable this, the communication system and IP stations must
be integrated in the LAN infrastructure during the initial startup.
The communication partners (IP stations) can be PCs as well as any phones
suitable for LAN telephony (e.g., system telephones or even SIP phones).
In order to enable the system telephones to log into the communication system
automatically during the initial startup and obtain the latest software updates, a
DHCP server is required in the internal network.
To guarantee loss-free transmission and good voice quality, voice signals are
compressed using audio codecs and marked using special procedures (Quality
of Service) so that voice transmission has priority over data.
Related Topics
6.2.1 IP User
An IP station uses a LAN line to transmit digital signals. The communication
system connects the IP station via the LAN ports. An IP station is generally a LAN
or WLAN phone.
The following types of IP stations exist:
112
•
System Client: A system client is an IP station that can use all the features
of the communication system for communication in the internal network. This
can be a system telephone such as an OpenStage 60 HFA, for instance, or a
PC with CTI software such as OpenScape Personal Edition.
•
SIP client: A SIP client is an IP station that uses the SIP protocol. It can
access only limited functionality of the communication system via the SIP
protocol. A SIP client is a SIP phone such as the OpenStage 15 S, for
example.
•
RAS User: A RAS user (Remote Access Service user) is granted Internet
access to the IP network via the ISDN connection. This allows the
communication system to be maintained remotely.
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IP Stations and LAN Telephony (LX/MX)
Three IP stations are reserved for the Online User (call number 7070), for remote
access via ISDN (call number 7080) and licensing via ISDN (call number 7090).
The remaining IP stations are assigned internal call numbers, e.g., 100 through
297, depending on the communication system. If the three reserved stations are
not required, these stations can be converted to IP stations in Expert mode.
For each connected IP station, a license is required.
Configuring IP Stations
The following configurations can be performed for an IP station:
•
Configuration of standard parameters with the IP Telephones wizard (see
OpenScape Office V3, Administrator documentation , Station).
•
Configuration of all parameters (standard and advanced parameters in Expert
mode (see Configuring Stations in Expert Mode (LX/MX) ).
Related Topics
6.2.2 LAN Telephony Requirements (LX/MX)
To ensure the quality of the voice transmission in LAN telephony, the IP networks
being used and the communication system must meet certain requirements. The
voice quality and voice communication reliability always depend on the network
technology in use.
Requirements
•
LAN with 100 Mbps or higher
•
Every component in the IP network must be connected to a separate port on
a switch or to a router; a hub should not be used.
•
Not more than 50 msec delay in one direction (One Way Delay); not more
than 150 msec total delay
•
Max. 3% packet loss; if a fax/modem via G.711 is used, the packet loss must
not exceed 0.05%.
•
Not more than 20 msec jitter
•
Support for Quality of Service (QoS): IEEE 802.p, DiffServ (RFC 2474) or
ToS (RFC 791)
•
Maximum 40% network load
Related Topics
6.2.3 IP Addresses (LX/MX)
In order to integrate the communication system in the LAN infrastructure, the IP
address and internal IP address range of the communication system must be
adapted to the IP address scheme of the internal network.
The IP address and subnet mask of the communication system are defined during
the initial startup. The IP address and subnet mask can also be changed later if
required.
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By default, the communication system uses the IP address range 192.168.2.xxx
for the internal communication of its modules. If this IP address range is already
being used by other clients in the internal network, the communication system
automatically switches to another predefined IP address range. Overall, the
communication system can switch the IP address range automatically up to four
times.
The internal IP address range can also be set to a desired IP address range. The
internal subnet mask is 255.255.255.0 and cannot be changed.
To activate the changes, a restart of the communication system is required.
The changes to the IP address and internal IP address range remain in effect with
a software update, but will be reset to the default values in the event of a reload.
These changes cannot be stored in a backup set.
Related Topics
6.2.4 DHCP, Dynamic Host Configuration Protocol (LX/MX)
DHCP (Dynamic Host Configuration Protocol) automatically assigns IP
configuration parameters (such as the IP address and default gateway, for
example) to the IP stations of a network (e.g., LAN or Internet) with the help of a
DHCP server.
DHCP must also be enabled at the IP stations themselves (e.g., system
telephones, PCs, etc.) in order to receive the IP configuration parameters. This
enables system telephones to be supplied with data for an automatic login and to
be updated automatically with new software updates.
DHCP Server
OpenScape Office MX is configured as a DHCP server by default. For
OpenScape Office LX, the Linux server can be configured as a DHCP server.
Alternatively, any existing DHCP server in the network could also be used (e.g.,
DHCP server of the Internet router). In this case, the DHCP server of the
communication system must be disabled, and some IP configuration parameters
(vendor-specific data) must be set in the external DHCP server so that system
telephones can log in automatically and be supplied with new software updates.
The decision as to whether the DHCP server of the communication system or an
external DHCP server (e.g., the DHCP server of the Internet router) is to be used
should be made during the initial startup. The DHCP server of the communication
system can also be enabled or disabled later. In addition, the required IP
configuration parameters can be configured.
DHCP Address Pool (IP Address Ranges)
Whenever an IP station logs in at the DHCP server, it receives, among other
things, a dynamically assigned IP address. The administrator can optionally
define an IP address range from which the DHCP server can assign IP addresses
to the IP stations. In this case, for example, not all IP addresses from the range
192.168.1.xx are to be assigned, but only those from 192.168.1.50 to
192.168.1.254, since the lower IP addresses up to 192.168.1.49 are to be
reserved for IP stations with static IP addresses.
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DHCP Relay Agent
OpenScape Office MX can also be configured as a DHCP relay agent. The DHCP
relay agent is used to forward DHCP requests in a remote network to the actual
DHCP server.
Related Topics
6.2.5 IP Protocols (LX/MX)
IP protocols permit telephony in IP networks by transferring the signals needed
for the call.
Telephone calls consist of three stages: connection setup, voice transmission,
and connection cleardown. The voice signals are combined into individual IP
packets and transmitted via a protocol separate from connection setup and
cleardown (call signaling).
IP protocols for Call Signaling in IP Telephony
The IP protocols for call signaling are based on the following IP protocol:
•
TCP (Transmission Control Protocol)
TCP is a reliable, connection-oriented protocol for the transmission of IP
packets. Before transfer starts, a virtual channel is set up between the two
terminal points. Data can be transmitted in both directions on this channel.
TCP is mainly used in the WorldWideWeb and in e-mail and peer-to-peer
networks. It is also used for call signaling in IP telephony because it can
detect and automatically rectify data losses during transmission.
The following IP protocols are used for call signaling:
•
SIP (Session Initiation Protocol)
SIP is usually used in Internet telephony but is not restricted to it. It can also
be used for telephony in the internal network, for example. However, SIP does
not support all telephony features associated with a communication system.
•
Vendor-specific communication system protocol
OpenScape Office MX uses CorNet-IP (CorNet Internet Protocol) for IP
telephony within the internal network. CorNet-IP, which was developed on the
basis of H.323, supports all telephone features in (HiPath ComScendo
functional scope).
The protocol used depends on the IP station used. The communication system's
own IP phones (system clients) support CorNet-IP and thus provide all the
telephony features of OpenScape Office MX, whereas system phones can only
offer a restricted functional scope.
The SIP protocol is more widely used than H.323 in Internet telephony. The most
important Internet Telephony Service Providers (ITSP) use SIP exclusively.
IP Protocols for Voice Transmission in IP telephony
The IP protocol for transmitting IP voice packets is based on the following IP
protocol:
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•
UDP (User Datagram Protocol)
UDP is a reliable, connectionless protocol for the transmission of IP packets.
In contrast to TCP/peer scenarios, a virtual channel is not set up before
transfer starts so that the PCs can start transferring data without delay. In
UDP, the port number of the service that should receive the data is included
when addressing voice packets. It is mainly used in the DNS sector and for
voice transmission in IP telephony. However, since a connectionless protocol
does not check if the peer actually received the data, this option can result in
voice transfer losses.
The following IP protocol is used for the transmission of IP voice packets:
•
RTP (Realtime Transport Protocol)
RTP is a packet-based protocol for the transmission of real-time sensitive
data streams such as video and audio data. It is used, for example, for voice
transmission in IP telephony.
Parameter Settings for H.323
The parameters for the H.323 Standard are appropriately predefined for the
operation of OpenScape Office MX and should not be modified.
Parameter Settings for SIP
Most of the parameters for the SIP Protocol are appropriately predefined for the
operation of OpenScape Office MX and should not be modified. However, the
value that defines the maximum number of DSL calls that may be conducted
concurrently, even if more bandwidth is available, can be set as required.
Related Topics
6.2.6 Audio Codecs (LX/MX)
An audio codec ("codec" is created by combining the terms coder and decoder)
is a program that encodes and decodes voice in digital data packets (IP packets).
The encoding operation compresses data; the extent to which this data is
compressed depends heavily on the codec used. The bandwidth requirement for
transferring an IP packet is lower if the packet is compressed. The decoding of
data packets can, however, have a negative impact on voice quality and the
playback continuity.
The recipient and sender must use the same codec to ensure that the data can
be correctly decoded back into voice after transport.
Supported Audio Codecs
The following audio codecs are supported:
•
G.729, G.729A, G.729B, G.729AB: voice encoding with 8 Kbps - good voice
quality.
•
G.711 (A-law and µ-law): voice encoding with 56 or 64 Kbps - very high voice
quality. G.711 is used in fixed networks (ISDN).
The audio codecs can be assigned priorities between 1 (high) and 7 (low).
OpenScape Office MX automatically tries to use the audio codec with the highest
priority available for every connection. Using an audio codec with low voice
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compression (good voice quality) increases network load. In the case of intensive
IP telephony, this can lead to diminished voice quality in a network already
overloaded by data transfers.
OpenScape Office MX can enable voice activity detection (VAD) for certain
codecs. This can reduce network load during long voice pauses.
You can specify a frame size (IP packet size) of 10 to 90 msec for every codec.
This specifies the sampling rate at which the audio codec splits the voice signal
into IP packets. While a higher value (90 msec, for instance) results in a better
relationship between payload and the IP packet overhead, it also increases the
transfer delay.
Related Topics
6.2.7 RTP Payload for Telephony Tones According to RFC2833 (LX/MX)
The RTP payload for telephony tones according to RFC2833 transmits tones for
signaling in RTP packets.
As an administrator, you can enable or diable the function for the following types
of tones:
•
DTMF
•
Fax
Related Topics
6.2.8 Quality of Service (LX/MX)
Quality of Service (QoS) encompasses various procedures for guaranteeing the
highest possible quality and integrity during the transmission of data packets (IP
packets). For good voice quality during voice transmission, QoS is used in the IP
network to give IP voice packets priority over IP data packets from other
applications.
The IP packets are assigned a special marker (code point) for prioritization. The
marker is set in the IP-packet control information. Categorization in different
classes is performed based on priority information. If the components available in
the IP network (communication system, SIP stations, and Internet routers, for
instance) support QoS, you can assign different bandwidth to these classes and
thus transport the IP voice packets first.
AF/EF Code Points
For DiffServ-based prioritization, two different code points are defined so that IPpacket transmission can be split into different classes.
•
Expedited Forwarded (EF) Code point: guarantees constant bandwidth. The
bandwidth is always the same for IP packets marked with this code point.
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•
Assured Forwarding (AF) Code point: guarantees minimum bandwidth. IP
packets that are marked with this code point have a lower priority than EF and
must share the bandwidth not used by EF. Once the set value is reached, all
IP packets that exceed this bandwidth are rejected.
The four classes AF1x (highest priority) through AF4x (lowest priority) are
reserved for AF; x stands for "dropping level". A "dropping Level" can be
defined for every class and specifies how long IP packets can be buffered if
the system is unable to forward them fast enough.
–
1 (low): IP packets are buffered for a long time.
–
2 (medium), IP packets are buffered for a medium length of time.
–
3 (high): IP packets are only buffered for a short length of time and then
discarded.
You can set the code point used for marking the IP packets to be transmitted for
the following transmission types.
•
Signaling Data: for the transmission of signaling data for connection startup
and cleardown in IP telephony
•
Voice Payload: for voice transmission in IP telephony. Code point EF is the
recommended setting here.
•
Fax-/Modem-Payload: for fax/modem data transmission in IP networking, for
example
•
Network Control: for transmitting SNMP traps, for example
The AF/EF code points can be displayed in the form of hexadecimal values.
Priority classes
The priority classes for transmission types can be set in both of the following
forms:
•
•
Layer 3 Prioritization - EF/AF code points:
Application in the WAN, e.g., preferred transmission of IP packets via a router.
The following values can be set in addition to the EF/AF code points:
–
Best Effort: Best Effort can be used to mark packets that do not require
any prioritization, e.g., for the administration.
–
CS7: Class Selector 7 can be used to mark important network services
such as SNMP packets, for instance.
Layer 2 Prioritization - Layer 2 QoS values from 0 To 7:
Application in the VLAN, e.g.,preferred transmission of IP packets between
switches.
Related Topics
6.2.9 CorNet-IP Security (LX/MX)
With CorNet-IP Security, sent messages are checked for integrity.
If CorNet-IP Security is to be activated in the IP network, the following settings
must match for all the components involved. Otherwise, communication between
the IP stations cannot occur.
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•
H.323/TS - Security
Two security modes are available for CorNet-IP Security: Reduced Security
and Full Security.
–
Reduced security: The IP stations send a realtime stamp (called a crypto
token), and the gatekeeper checks this realtime stamp. However, the
gatekeeper does not send any such token of its own.
–
Full Security: Both sides send and verify tokens (realtime stamps).
•
Global Gatekeeper ID
The global gatekeeper identity is specified here. If multiple gatekeepers are
available in a network, all gatekeepers must use the same gatekeeper ID.
•
Password for Trunking
All systems that communicate with one another in the network must use the
same password.
•
Security time window
This value defines the time for monitoring the lifetime of IP packets. This
means that a check is performed in the gateway to ensure that the incoming
IP packets are not older than the current time plus the specified time. The size
of the Security time depends on the dynamic runtimes in the IP network. If the
selected time is too small, and long runtimes occur, disruptions may be noted
in the VoIP traffic. A value of 90 seconds should work without problems in
most cases.
Gatekeeper
OpenScape Office MX has the integrated functionality of a gatekeeper, i.e.,
OpenScape Office MX functions as a gatekeeper. Signals for setting up and
controlling calls are transmitted via the gatekeeper. In addition, the gatekeeper
also translates IP addresses into E.164 addresses (phone numbers).
The predefined ID H323-ID for the internal gatekeeper is significant for the
operation of OpenScape Office MX and should not be changed.
Related Topics
6.2.10 Key Programming (LX/MX)
Every system phone comes with a certain number of function keys. A number of
these function keys are programmed by default with functions. You can modify
this default setting and program the remaining function keys that were not
preprogrammed.
System phones with display allow you to program certain function keys directly at
the phone.
Users of the applications myPortal, myPortal for Outlook and myAttendant
can also program the keys on their phone via these applications (see the
respective User Guide of the application).
A system phone is always assigned to an IP station. The system phone's key
layout can be preconfigured for an IP station, even if a system phone is not yet
connected.
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Programming Function Keys on Different Levels
The function keys of the OpenStage phones can be programmed twice, that is,
on the first and second levels. You can program all available functions on the first
level. You can program external phone numbers on the second level. The Shift
key must be programmed on the system phone before you can use the second
level. The function key LEDs are always assigned to the first level.
Related Topics
6.3 ISDN Stations and Analog Stations
ISDN stations and analog stations cannot be integrated in the internal network via
the LAN ports. With hardware-based communication systems, they are
connected directly to additionally required gateway modules or boards. With
software-based communication systems, these stations are connected to
additionally required gateways or adapters.
Related Topics
6.3.1 ISDN Stations (LX/MX)
An ISDN station uses the 0 bus for transmitting digital signals and is therefore
often referred to an S0 station The ISDN station is connected to the
communication system via the S0 interfaces
The following ISDN stations can be connected:
•
ISDN phone
•
Fax Group 4
•
ISDN modem
•
PC with ISDN card
A maximum of 48 ISDN stations can be set up in OpenScape Office MX. By
default, the first 25 ISDN stations are assigned the station numbers from 275 to
299.
The following types of ISDN stations can be defined:
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•
Default: for ISDN phone, Fax Group 4, ISDN modem or PC with ISDN card
•
Fax: prerequisites for setting up the "Info from Fax/Answering Machine" key.
If a PC with an ISDN card and Fax software is attached to the S0 bus and
assigned the type "Fax", for example, then an "Info from Fax/Answering
Machine" key could be set up on every device. When this key lights up, this
indicates that a fax has been received.
•
Answering machine: prerequisites for picking up a call when the answering
machine has already accepted it If a Gigaset ISDN phone with an answering
machine is connected and assigned the type "Answering Machine", for
example, a call that has already been accepted by the answering machine
can be picked up at any terminal. To do this, the terminal must be
programmed with the internal call number of the Gigaset.
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Connecting ISDN Stations to the S0 Port
To be able to connect an ISDN station to the communication system, you must
configure at least one of the S0 ports that are used for the ISDN subscriber line or
the ISDN point-to-point connection as an internal S0 bus (S0 EURO bus).
INFO: If there is more than one ISDN station connected to an S0
port (up to 8 ISDN stations are possible) in an ISDN point-tomultipoint connection, each individual ISDN station must be
assigned to a unique MSN. This assignment must be made in the
configuration menu of the ISDN station.
Configuring ISDN stations
The following configurations can be performed for an ISDN station:
•
Configuration of standard parameters with the ISDN Devices wizard (see
OpenScape Office V3, Administrator documentation , Station).
•
Configuration of all parameters (standard and advanced parameters via
Expert mode (see Configuring Stations in Expert Mode (LX/MX) ).
Allowing only Configured Numbers for MSNs
The administrator can specify that further MSNs at an S0 bus may only be
configured for call numbers that already exist there. This prevents subscribers
from adding an MSN without authorization through an outgoing seizure of the S0
bus with a further MSN. Without this restriction, the communication system would
normally assign a free internal call number to the S0 bus for that MSN.
Terminal Portability
The communication system supports Terminal Portability (TP), that is, it lets you
park a call on the S0 bus, unplug the terminal, and plug it back in at a new location
to resume the call. The parked station receives a message indicating that the user
is porting. Three minutes are available for the entire operation.
The feature is not supported for services such as telefax, teletex or data transfer.
Related Topics
6.3.2 Analog Stations (LX/MX)
An analog station uses a two-core analog cable to transmit analog signals. The
communication system connects the analog station via the analog ports.
Typical analog stations include the following:
•
Standard (analog telephone)
•
Fax (Group 3)
•
Answering Machine
•
Modem, 9600 bps or higher
•
Loudspeaker
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A maximum of 72 analog stations can be set up in OpenScape Office MX. By
default, the first 25 analog stations are assigned the station numbers from 250 to
274. With OpenScape Office LX, analog stations can be added via adapters or
gateways.
Analog modems with a fixed speed of 56 kbps or higher are not supported, since
speeds of 56 kbps or higher cannot be processed.
For multibox systems, analog modems must be connected to the central box,
where the external lines are also connected. In addition, the station type Modem
must be assigned to the associated analog port (see OpenScape Office V3,
Administrator documentation , Station).
DTMF must be enabled for analog stations.
Configuring Analog Stations
The following configurations can be performed for an analog station:
•
Configuration of standard parameters with the Analog Devices wizard (see
OpenScape Office V3, Administrator documentation , Station).
•
Configuration of all parameters (standard and advanced parameters via
Expert mode (see Configuring Stations in Expert Mode (LX/MX) ).
Related Topics
6.4 Users of the UC Suite
Users of the advanced unified communications solution UC Suite are subscribers
that use the UC Suite communication clients, such as myPortal for Desktop or
myPortal for Outlook, for example. The users of the UC Suite can be IP stations
and analog stations, for example.
All users of the UC Suite are listed in the user directory. For proper operation,
additional user data must be configured in the user directory (see Configuring
Users of the UC Suite ).
Related Topics
6.5 Virtual Stations
Virtual stations behave like real stations, but have no physical telephones
assigned to them.
Virtual stations are only set up for special functions:
•
In the case of Mobility Entry, virtual stations are used for the integration of
mobile phones.
•
During call forwarding, virtual stations such as real stations are configured so
that they can be used, for example, for signaling calls.
Related Topics
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Station and User Profiles
6.5.1 Virtual Stations for Mobility Entry
Virtual stations for Mobility Entry are mobile stations used for integrating mobile
phones (GSM phones) in the communication system. Mobile stations are treated
like internal stations, so the features of the communication system can be used
from mobile phones.
For an overview of the possible system features and the configuration of mobile
subscribers, see Mobility .
Related Topics
6.5.2 Virtual stations for call forwarding
Virtual stations are needed for call forwarding. These stations must be configured
like real stations so that they can be used for the signaling of calls, for example.
A maximum of 70 virtual stations can be set up.
Configuring Virtual Stations for Call Forwarding
The parameters associated with a virtual station are configured in Expert mode
(see Configuring Stations in Expert Mode (LX/MX) ).
Related Topics
6.6 Station and User Profiles
The values and properties of subscribers are stored in profiles. One or more
subscribers (members) can be assigned to a profile. The same values and
properties then apply to all members of that profile.
A distinction is made between two profiles:
•
Station Profiles
Station profiles are assigned to the IP stations. Up to 10 station profiles can
be created. The station profiles can be exported or imported individually or
collectively. The files are of type xml.
•
User Profiles
User profiles are assigned to the users of OpenScape Office clients.
Every subscriber can be a member of exactly one profile. If the values and
properties of a station that is a member of a profile are changed directly, i.e., not
through the profile, the station is deleted from the profile.
Related Topics
6.7 Configuring Stations
You can define specific values (for example, phone number, name, and DID
number) and properties (for example, type of call signaling) for the station.
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Configuring Stations
Station configuration is split into standard configuration and advanced
configuration. The default settings for IP stations, ISDN stations and analog
stations are configured via wizards (possible with an administrator ID). The
advanced settings are configured using Expert mode (only possible with a service
technician ID). Virtual stations and mobile stations are configured entirely in
Expert mode (both the standard and advanced settings). The default settings can
be conveniently edited in a list for all stations of a station type (e.g., IP stations or
analog stations).
The Customer administrator account cannot be used to configure stations, but
can be used to define the names of stations.
A dial plan should be available for the stations connected to the communication
system.
Station numbers, names and DID numbers of subscribers can be retrieved via the
dial plan in the Service Center.
Classes of Service
IP stations, ISDN stations and analog stations can be assigned classes of
service. The following classes of service are possible:
•
Internal: the subscriber may only make internal calls.
•
Incoming: the subscriber can receive external calls but is not authorized to
make external calls (= outward-restricted trunk access).
•
Blocked Phone Numbers: the subscribers is not authorized to dial blocked
phone numbers. Blocked phone numbers can be defined with the Class of
Service wizard.
•
Allowed Numbers: the subscriber is authorized to dial only Allowed
numbers. Blocked phone numbers can be defined with the Class of Service
wizard.
•
International: the subscriber may make both internal and external calls (=
unrestricted).
•
Emergency calls: the subscriber may only dial emergency numbers.
Emergency numbers can be defined with the Class of Service wizard.
Speed-dial destinations can always be used, regardless of the assigned class of
service.
Related Topics
6.7.1 Configuring Stations Using Wizards (LX/MX)
You can use wizards to configure the standard settings of IP stations, ISDN
stations and analog stations.
Default Settings
The default settings should be verified for every station and adapted if required.
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Configuring Stations
•
Station Number, Name, DID Number
Every station is assigned a station number by default (such as 101). The
station can be reached internally under this call number. In system phones,
this phone number appears both on the actual display and the communication
partner's display. If a station number other than the actual station number is
to be displayed at the external station called, this number can be defined here.
You can also assign a DID number to each station. The station can be
accessed directly from an external location with the DID number. The station
can be reached internally via the call number 101, for example, and externally
via the DID number 3654321 (MSN in a point-to-multipoint connection) or
<PABX number>-101 (in a point-to-point connection). In the case of a pointto-point connection, you can configure whether the internal phone number
should be automatically entered as a DID number during initial startup. The
DID number may also differ from the phone number. If you are using Internet
telephony, you can also define a DID number that can be used to reach the
station via Internet telephony. This phone number is made available by the
Internet Telephony Service Provider.
You can also assign a name to each station. This name appears on the
communication partner's display (system phones only).
If a dial plan exists, the phone numbers, DID numbers, and names of the
subscribers should be adjusted based on the dial plan.
•
Type
The station type can be selected for every station. The station type of an IP
client could be system client or SIP client, for example.
•
License type (IP phones only)
A system phone can be assigned the functional scope of a Comfort User or
Comfort Plus User. Appropriate licenses are needed for this.
INFO: For information on the functional scope of a Comfort User
or Comfort Plus User, see Licenses .
•
Classes of Service
Different classes of service may be assigned to a station. The classes of
service Internal, Incoming and International can be used to define whether
the subscriber can accept and conduct external calls. Similarly, the classes of
service Blocked Phone Numbers, Allowed Numbers and Emergency
Numbers can be used to define Allowed and Denied lists to control which
phone numbers may or may not be dialed by subscribers (see Classes of
Service, Toll Restriction (LX/MX) ).
•
Call pickup group
Every station can be assigned to a call pickup group.
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Configuring Stations
•
Language, call signaling
The language used for the menu controls of the attached system telephones
can be set.
The ring tone for an internal or external call can be selected.
Related Topics
6.7.2 Configuring Stations in Expert Mode (LX/MX)
You can configure all settings for all types of stations in Expert mode. The default
settings should be verified for every station and adapted if required. The
advanced settings can be left unaltered for default operation and only have to be
changed if required.
Configuring Parameters (Default Settings)
With three exceptions, the station parameters correspond to the default settings
as they can be configured via the wizards. Explanations for the default settings
can be found under the topic Configuring Stations using Wizards.
The following settings can still be configured:
•
LCR Class of Service
You can use the LCR class of service to permit or deny subscribers access to
certain outdial rules/routes. Every subscriber is assigned a class of service
(COS), 15 being the highest and 1 the lowest class of service.
•
Hotline
You can activate the Hotline function for every station. You can also define
whether the connection to the hotline destination should be established as
soon as you lift the handset (hotline) or after a short delay (off-hook alarm
after timeout).
•
Signaling & Payload Encryption (SPE)
Phone calls are encrypted with SPE. This requires SPE to be enabled at the
phones involved. SPE can be enabled or disabled per phone. optiPoint 410/
420 phones do not support SPE.
Activating or Deactivating Features (Advanced Settings)
Different features can be activated or deactivated for each station. These features
are listed as station flags. The explanations of these features can be found in the
Administrator documentation by searching for the name of the feature.
Configuring IP Parameters (Advanced Settings)
Special IP parameters can only be configured for system clients and SIP clients.
The following IP parameters can be configured:
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Configuring Stations
•
Status Display (for system clients only)
You can activate status transfer to system phones. If a system phone fails, for
example, it is flagged as inactive after four minutes.
INFO: If a system phone is configured as a teleworker, status
transmission should be inactive. This reduces the number of
messages between the communication system and the system
phone.
•
Authentication at the communication system
If you want the IP client to be able to identify himself/herself at the
communication system with a password, authentication must be activated
and a password set. This is an advantage especially for clients that are not
connected to the internal LAN, but that dial in from outside. You can also set
restrictions for SIP clients, specifying that login is only permitted by an SIP
client with a specific IP address.
•
Mobile System Client (for system clients only)
Normally, the phone number is permanently assigned to the IP telephone of
a system clients (type: "non mobile"). A system client may not be permanently
assigned to an IP station ("mobile" type). A subscriber can log into any other
IP phone using the login procedure (*9419) and the phone number of the
mobile system client. The type "non mobile and blocked" must not be set,
however, at this IP telephone.
INFO: To guarantee correct initialization, the first time every
system client logs on to the system they must log in as "nonmobile" system clients; only thereafter can they be configured as
"mobile".
If "non mobile and blocked" is set as the type for a system client, a subscriber
cannot log into this IP telephone with a mobile system client.
•
Defining a redundant gatekeeper (secondary system)
If the internal IP network contains a redundant gatekeeper, you can program
the IP client to redirect to this redundant gatekeeper if the original gatekeeper
fails.
•
Special SIP parameters (for SIP clients only)
SIP clients must log into an SIP registrar. This can be the internal SIP registrar
of OpenScape Office or an external SIP registrar. Depending on what the SIP
registrar demands for login, the user ID and the associated realm must also
be specified.
Setting Classes of Service (Advanced Settings)
Every subscriber can be assigned one class of service for day and another for
night. There are 15 classes of service to choose from. You will find more
information in the topic Operation, Optimization and Monitoring - CO Call
Privileges, Toll Restriction.
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Configuring Stations
Defining the Call Pickup Groups (Advanced Settings)
Every station can be assigned to a call pickup group. There are 32 call pickup
groups to choose from.
Configuration before gateway modules are inserted
In Expert mode, the call numbers and names of stations can be configured even
if the associated gateway modules have not yet been inserted. When inserting the
gateway modules, care must be taken to ensure that they are inserted in the order
in which the phone numbers and station names were configured (e.g., the
gateway modules with the S0 ports should be inserted first, and then the modules
with the analog interfaces). A new gateway module may only be inserted after the
previously inserted module has been recognized in the system.
Related Topics
6.7.3 Configuring Users of the UC Suite
The values and settings of users of the UC Suite can be configured via the User
Directory.
The User Directory contains a list of all stations in the communication system. The
symbol in the first column of the list shows you the presence status of the user.
The administrator can change this presence status for every user. If names were
defined when setting up the stations, the names are also transferred over to the
user directory.
The following information is displayed in the user directory for every user:
128
•
Symbol for presence status
Shows the current presence status of the user
•
Extension
Shows the internal call number of the user The internal call number cannot be
edited in the user directory.
•
Username
Shows the user name, which can be freely defined for every user.
•
Name
Shows the first name and last name of the user.
•
Department
Shows the associated department (if a department was configured and
assigned to the user)
•
E-mail
Shows the e-mail address of the user
•
Is Agent
Shows if the user was configured as an agent for the multimedia Contact
Center.
•
voicemail
Shows if the user can receive voicemails.
•
Call Forwarding
Shows whether call forwarding was configured for the user.
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The following values and settings can be configured:
Values and settings
Keywords
Personal details
My Personal Details
Own name, user name, password, e-mail address,
department, additional phone number, XMPP ID
My Picture
My Picture
User Level
Receiving voicemails: see OpenScape Office V3,
Administrator documentation , Station
User as Attendant Console: see OpenScape
Office V3, Administrator documentation , Station
User as agent: see OpenScape Office V3,
Administrator documentation , Station
My Preferences
Presentation
Skin colors, language of the user interface
Notifications
Screen pops
Outlook connectivity
Automatic creation of Outlook appointments when
absent, automatic update of presence status via
Outlook appointments
Hotkeys
Hotkey for functions
Miscellaneous
Automatic reset of the presence status, transfer
method, retention period for Journal entries, server
address, function keys of the telephone
Call Rules
Forwarding destinations
Status-based Call Forwarding
Rules Engine
Rule-Based Call Forwarding
Communications
Voicemail settings
Recording or announcement mode, language of the
voicemail box
VM Notification
Notification Service for Messages
Fax Notification
Notification Service for Messages
Profiles
Busy, No Answer, Meeting, Sick, profile for personal AutoAttendant
Break, Away, Vacation, Lunch,
Home Ph.
Sensitivity
Security and Access
Retrieval of your voice and fax messages by the
Attendant; password check for the voicemail box
Presence Visibility
Visibility of your Presence Status for Others
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Configuring Stations
Values and settings
VoiceMail Presence
Keywords
Announcement of your presence status for external
callers; announcement of your presence status for
specific callers
myAttendant
LAN Messages
Text module for Instant Messaging
DIDs
MSN
Communications
Call forwardings
More detailed information on the values and settings of the users can be found in
the User Guides of the communications clients myPortal for Desktop,
myPortal for Outlook and myAttendant under the keywords listed in the table.
The length of the password for using the communications clients is 6 characters
by default. The password length can, however, be adapted as required. (min. six
digits; max. ten digits). An administrator with the Advanced profile can reset the
password of a user (if the user has forgotten it, for example).
INFO: The First Name and Last Name of a user are overwritten
in the User Directory when they are changed by using a wizard or
in Expert mode. By contrast, if the First Name and Last Name of
a user are changed in the User Directory, the user data displayed
when using a wizard or in Expert mode are not overwritten. This
results in the existence of two different user names for the same
user.
Subscribers for whom an e-mail address has been configured and who use the
communications clients myPortal for Desktop or myPortal for Outlook receive
a welcome e-mail with Getting Started Instructions.
Resetting User Data
All entered data for users can be deleted, and the changed settings can be reset
to their default values. Note that the voicemails, journal entries, scheduled
conferences, e-mails, faxes and personal announcements for the voicemail box
are also deleted for the selected user in the process.
Related Topics
6.7.4 Exporting Subscriber Data
Important data of subscribers can be exported to a CSV file.
In addition to the names and station numbers of subscribers, the CSV file may
also include other subscriber data such as their license types and e-mail
addresses, for example.
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Configuring Station and User Profiles
A sample CSV file with the appropriate explanations can be found in the
OpenScape Office Assistant Administration Program under Service Center >
Download Center > CSV Templates.
Structure of a CSV file:
•
Column A contains the call number (possible values: 0-9,*,#)
•
Column B contains the DID number (possible values: 0-9,*,#)
•
Column C contains the name (in the format First Name Last Name or
Last Name, First Name)
The name of a subscriber can consist of up to 16 characters, but must not
include any diacritical characters such as umlauts or special characters.
•
Column D contains the subscriber type (e.g., 1=System Client, 2=SIP User,
3=SIP Fax, 4=RAS User, 5=Analog, 6=Analog Fax, ...)
•
Column E contains the license type (<no entry> or 0=No Licence, 1=Comfort
User, 2=Comfort Plus User)
•
Column F contains the e-mail address
Users of the UC Suite are automatically sent an e-mail with a link to the
installation file(s) if their respective e-mail addresses were imported via the
CSV file.
•
Column G contains the mobile number (possible values: 0-9,*,#)
•
Column H contains the private number (possible values: 0-9,*,#)
•
Column I contains the node ID (possible values: 0-999)
This column must be assigned a value; otherwise, no import will occur. If the
system is not networked, 0 must be entered here.
•
Column J contains the IP address of the second gateway
IMPORTANT:
CSV files must be available in ANSI/ASCII format.
CSV files of older OpenScape Office versions are not supported.
Related Topics
6.8 Configuring Station and User Profiles
The values and properties stored in profiles can be configured here. The profiles
of the stations and users of the OpenScape Office clients can be configured.
Related Topics
6.8.1 Configuring Station Profiles (LX/MX)
The values and properties of IP stations are stored in station profiles.
Using the Profiles wizard, an administrator with the Advanced profile can
perform the following configuration tasks:
•
Create a new profile
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Configuring Station and User Profiles
•
Display profiles and their members
•
Add members to a profile
•
Delete members from a profile
•
Export or import a single profile
In Expert mode, an administrator with the Expert profile can also perform the
following configuration tasks:
•
Change values and settings of a station profile
•
Export or import all profiles
Station profiles that have already been created cannot be deleted, but can be
overwritten.
Related Topics
6.8.2 Configuring the User Profiles of UC Clients
All relevant values and properties of the users of the UC clients are stored in the
user profiles of the UC clients.
The following values and settings can be configured:
Menu items
Values and settings for
Personal details
My Personal Details
Visibility of phone numbers
My Preferences
Presentation
Skin colors, language of the user interface
Notifications
Screen pops
Outlook connectivity
Automatic creation of Outlook appointments
when absent, automatic update of presence
status via Outlook appointments
Miscellaneous
Automatic reset of the presence status, transfer
method, retention period for Journal entries,
server address
Call Rules
Forwarding destinations
Status-based call forwarding
Communications
Voicemail settings
Recording or announcement mode, language of
the voicemail box
VM Notification
Notification Service for Messages
Fax Notification
Notification Service for Messages
Profiles
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Menu items
Busy, No Answer, Meeting, Sick,
Break, Away, Vacation, Lunch, Home
Ph.
Values and settings for
profile for personal AutoAttendant
Sensitivity
Security and Access
Retrieval of your voice and fax messages by the
Attendant; password check for the voicemail box
Presence Visibility
Visibility of your Presence Status for Others
VoiceMail Presence
Announcement of your presence status for
external callers; announcement of your
presence status for specific callers
More detailed information on the values and settings of the profiles can be found
in the User Guides of the UC clients and under the keywords listed in the table.
Related Topics
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Licensing
Licensing Procedure
7 Licensing
Licensing is mandatory for the operation of OpenScape Office. Following the
initial startup, the licensing must be completed within 30 days (called the Grace
Period); otherwise, when this period expires, the system will only operate in
restricted emergency mode.
Related Topics
7.1 Licensing Procedure
Licensing is handled via a centralized License Management procedure for the
administration and activation of licenses. The product/feature is supplied together
with a License Authorization Code (LAC) with which a license file is obtained from
the Central License Server (CLS). This license file is used for activating licenses.
This procedure provides protection against any potential manipulation of the
licenses.
The license activation for OpenScape Office LX/MX and OpenScape Office HX
occurs with the administration program OpenScape Office Assistant and HiPath
3000 Manager E, respectively.
INFO: In order to successfully activate additional licenses, the
license for the basic package must already have been activated
in advance or be activated at the same time as the additional
licenses.
Related Topics
7.1.1 License Server (Central License Server, CLS)
The Central License Server (CLS) generates and manages the license files.
A license file is generated when the License Authorization Code is sent to the CLS
by the communication system. The transmission of the license file to the
communication system occurs automatically via the Internet or ISDN. If an
automatic transmission is not possible, the license file can also be loaded
manually into the communication system.
Every customer or sales partner has a separate license account on the CLS. The
accounts can be maintained at the CLS via a separate web-based user interface.
All available and already purchased licenses can be displayed.
To reach the CLS, enter the address https://www.central-licenseserver.com or the IP address https://188.64.16.4 in a web browser.
INFO: The IP address of the CLS (Central License Server) can
be checked via the WBM under License Management >
Settings and changed if required.
Related Topics
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Licensing Procedure
7.1.2 Grace Period
After installing the software or upgrading the software from V2 to V3, the license
activation must be completed made within a period of 30 days (grace period). The
product is fully functional during the grace period.
IMPORTANT: If the licensing is not completed before the grace
period expires, the system will only operate in Emergency mode
thereafter. In Emergency mode, the external functionality is
restricted to one IP client (with the default station number 100)
with access to the communication system via Remote Access. All
other IP clients can only make internal calls.
Related Topics
7.1.3 MAC Address
MAC addresses are unique worldwide, and every communication system may be
associated with one or more MAC addresses. To ensure unique licensing, these
MAC addresses are used in the licensing process.
For an OpenScape Office MX multi-box system, the licenses are always bound to
the MAC address of the central box. If OpenScape Office MX is in the grace
period, a wrong MAC address may possibly be shown under the license
information. The correct MAC address can be checked via the Service Center
under Inventory.
For OpenScape Office LX/HX, the licenses are bound to the MAC address of the
network card in the Linux server. If the Linux server has multiple network cards,
the network card that was used at the initial startup of the Linux server must be
selected.
Related Topics
7.1.4 Advanced Locking ID (LX)
The Advanced Locking ID of OpenScape Office LX is required when
OpenScape Office LX is operated in a virtualized environment. An Advanced
Locking ID is generated a variety of system and network parameters and is used
for licensing instead of the MAC address of the server PC.
The following system and network parameters must be configured, since they are
used to generate the 24-digit Advanced Locking ID.
•
IP address of the default gateway
•
Hostname
•
IP address of the host
•
IP Address of DNS Server
•
Time zone
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Licenses
If one or more of these system and network parameters are not set, then the
Advanced Locking ID cannot be generated.
The Advanced Locking ID is displayed in the OpenScape Office Assistant. If any
of the system and network parameters listed above changes, OpenScape Office
LX reverts to the remaining term of the grace period, and a new locking Advanced
ID is generated. To exit the remaining term of the grace period again, a rehost
from the old to the new Advanced Locking ID must be conducted at the Central
License Server (CLS).
Related Topics
7.1.5 Licensing Process using OpenScape Office MX as an Example
The licensing process is presented below with an example of OpenScape Office
MX using OpenScape Office Assistant and the License Authorization Code
(LAC).
1. On purchasing OpenScape Office MX, the customer receives a License
Authorization Code (LAC). The information on the licenses purchased (basic
licenses and extension licenses, if any) are stored in the database of the CLS.
2. The customer or service technician installs OpenScape Office MX. The grace
period begins (period of 30 days in which the licensing must be completed).
3. The customer or service technician transfers the License Authorization Code
to the CLS via the Internet or ISDN by using OpenScape Office Assistant.
Some customer-specific hardware data (such as the MAC address of
OpenScape Office MX) is sent to the CLS along with the LAC. The CLS uses
the License Authorization Code and the customer-specific hardware data to
generate a license file and then sends this back to
OpenScape Office Assistant in an encrypted format. The license file contains
the procured licenses.
4. OpenScape Office Assistant checks whether the MAC address saved in the
license file matches the MAC address of OpenScape Office MX. If the check
is successful, the license is activated, and OpenScape Office MX is ready for
use. Is the check fails, OpenScape Office MX continues to run in the grace
period until it expires and then only in emergency mode.
Related Topics
7.2 Licenses
In order to use the communication system after the grace period, licenses are
required. The licenses define the scope of features available at the
communication system. As soon as the license is activated, the corresponding
feature can be used.
For OpenScape Office V3, different basic license packages are available for
basic operation. To expand OpenScape Office V3, additional licenses (e.g., 5
additional Comfort User licenses) can be purchased. If the OpenScape Office
Contact Center is to be used, additional licenses are required for it. An upgrade
license is needed to upgrade to the latest version.
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Regardless of the selected basic license package, OpenScape Office MX can be
expanded to a maximum of 150 IP stations, and OpenScape Office LX/HX to a
maximum of 500 IP stations. For every IP station, a Comfort User or Comfort Plus
User license is required. Analog stations are automatically recognized as Comfort
User devices. No Comfort User or Comfort Plus User license is required for this.
The Comfort User and Comfort Plus User licenses are assigned permanently to
individual IP stations with OpenScape Office Assistant. The number of IP stations
licensed cannot exceed the number of available licenses. The assignment of
other licenses occurs dynamically, i.e., depending on the requirements and
availability, licenses are assigned for the components that require them.
Related Topics
7.2.1 Basic Licenses
A basic license consists of the system license and extension licenses. Every
basic license includes different extension licenses.
The following basic licenses are available:
•
•
•
•
•
•
OpenScape Office V3 MX Base 10 Plus
–
1 x system license for the operation of OpenScape Office MX
–
10x licenses for Comfort Plus User
–
1x license for OpenScape Office Directory Service
OpenScape Office V3 MX Base 20 Plus
–
1 x system license for the operation of OpenScape Office MX
–
20x licenses for Comfort Plus User
–
1x license for OpenScape Office Directory Service
OpenScape Office V3 MX Base 5 Plus
–
1 x system license for the operation of OpenScape Office LX
–
5x licenses for Comfort Plus User
–
1x license for OpenScape Office Directory Service
OpenScape Office V3 LX Basic 20 Plus
–
1 x system license for the operation of OpenScape Office LX
–
20x licenses for Comfort Plus User
–
1x license for OpenScape Office Directory Service
OpenScape Office V3 HX Base 5
–
1 x system license for the operation of OpenScape Office HX
–
5x Licenses for Standard User
–
1x license for OpenScape Office Directory Service
OpenScape Office V3 HX Base 10
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–
1 x system license for the operation of OpenScape Office HX
–
10x Licenses for Standard User
–
1x license for OpenScape Office Directory Service
Related Topics
7.2.2 Extension Licenses
Extension licenses are needed to expand the communication system. Some
extension licenses are also offered in packages of 100 units.
The following extension licenses are available:
•
OpenScape Office V3 LX/MX Comfort User
–
Usage of all communication functions of OpenScape Office
–
Unified Communications functions via myPortal for Desktop.
–
Voicemail box (Voicemail)
Comfort User licenses are permanently bound to the stations.
•
OpenScape Office V3 LX/MX Comfort Plus User
–
Usage of all communication functions of OpenScape Office
–
Unified Communications functions via myPortal for Desktop
–
Voicemail box (Voicemail)
–
Fax box
–
Conference management
–
Mobility Entry, incl. myPortal for Mobile/Tablet PC web client
Comfort Plus User licenses are permanently bound to stations.
•
OpenScape Office V3 HX Standard User
–
Usage of all communication functions of OpenScape Office
–
Unified Communications functions via myPortal for Desktop.
–
Voicemail box (Voicemail)
–
Fax box
Standard user licenses are permanently bound to the stations.
•
138
OpenScape Office V3 myPortal for Outlook (Outlook Integration)
For the use of unified communications functions through Microsoft Outlook.
The licenses for myPortal for Outlook are "floating" licenses, i.e., are not
permanently bound to the subscribers; however, the maximum number of
subscribers who can log in simultaneously is restricted to the number of
available licenses. myPortal for Outlook additionally requires a Comfort Plus
User license (LX/MX) or a Standard User license (HX). A maximum of 150
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Licenses
myPortal for Outlook users can be licensed for OpenScape Office MX, and a
maximum of 500 myPortal for Outlook users can be licensed for OpenScape
Office LX/HX.
•
OpenScape Office V3 myPortal for Zimbra
For the use of unified communications functions through Zimbra. The licenses
for myPortal for Zimbra are "floating" licenses, i.e., are not permanently bound
to the subscribers; however, the maximum number of subscribers who can log
in simultaneously is restricted to the number of available licenses. myPortal
for Zimbra additionally requires a Comfort Plus User license (LX/MX) or a
Standard User license (HX). A maximum of 100 myPortal for Zimbra users
can be licensed for OpenScape Office MX, and a maximum of 200 myPortal
for Zimbra users can be licensed for OpenScape Office LX/HX.
•
OpenScape Office V3 myAttendant
For using a PC attendant (Attendant Console). The licenses for myAttendant
"floating" licenses, i.e., are not permanently bound to the subscribers;
however, the maximum number of subscribers who can log in simultaneously
at the Attendant Console is restricted to the number of available licenses. The
myAttendant license also includes the required Comfort User license. A
maximum of 20 myAttendants can be licensed.
•
OpenScape Office V3 CSTA Application Interface (free of charge)
For a CSTA connection to enable the use of CSTA applications. A total of 7
CSTA connections may be licensed. For every CSTA connection, a separate
CSTA license is required. Different priorities (levels) are assigned to the
CSTA applications.
–
OpenScape Office: Level 1
–
TAPI 170 V2 R1: Level 2
–
DSS Server: Level 3
– Other CSTA applications: Level 3
If all CSTA connections are in use and a further CSTA application is started,
the CSTA application with the lowest priority is automatically terminated. If the
new CSTA application has the lowest priority or an equivalent level to one of
the other applications, the new application is not started. This automatic
prioritization ensures that the OpenSape Office application can always be
used even if all CSTA connections are already in use.
•
OpenScape Office V3 OpenDirectory Connector
For using the OpenScape Office Directory Service (ODS) so that the UC Suite
can also be connected to an external database.
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Licenses
•
OpenScape Office V3 Application Launcher
For call-related control of applications on a client PC during incoming and
outgoing calls, e.g., launching an application or displaying caller information.
The usage of Application Launcher is licensed per user. Application Launcher
additionally requires a Comfort Plus User license (LX/MX) or a Standard User
license (HX).
•
OpenScape Office V3 Gate View Cameras
For video surveillance, which provides real-time video images on your
OpenStage phone, PC or iPhone. Each camera requires its own license. A
maximum of 2 cameras can be connected to an OpenScape Office V3 MX,
and a maximum of 8 cameras can be connected to an OpenScape Office V3
LX/HX.
•
OpenScape Office V3 HX VoiceMail
For using the voicemail box of OpenScape Office without having to purchase
an OpenScape Office HX Standard User license. Only the functions operated
via the telephone can be used.
Related Topics
7.2.3 Licenses for Multimedia Contact Center
In order to use the Multimedia Contact Center, additional licenses are required.
The following licenses are available for the Multimedia Contact Center:
•
140
OpenScape Office V3 Contact Center Basic License Package
–
1x license for usage of the contact center
–
4x licenses for Contact Center agents (myAgent), incl. the 4 required
Comfort User licenses
•
OpenScape Office V3 myAgent
For use of one myAgent user (Agent or Supervisor) in the Contact Center. The
licenses for agents are "floating" licenses and not permanently bound to the
agents. Any number of subscribers can be set up as agents, but the maximum
number of agents who can log in simultaneously is restricted to the number of
available licenses. The Contact Center basic license package is a
prerequisite. The myAgent license also includes the required Comfort User
license. A maximum of 64 agents can be licensed. For OpenScape Office MX
one-box systems, a maximum of 10 agents can be licensed.
•
OpenScape Office V3 myReports
To use the extended reporting functionality (report analysis and creation) for
the Contact Center. Standard reporting is already included in myAgent.
myReports can only be started once per system, so only one license is
required for it.
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•
OpenScape Office V3 Contact Center Fax
For setting up one or more fax boxes to send and receive faxes for Contact
Center agents. One license per system is required for this purpose. The
Contact Center basic license package is a prerequisite.
•
OpenScape Office V3 Contact Center E-Mail
For setting up one or more e-mail boxes to send and receive e-mails for
Contact Center agents. One license per system is required for this purpose.
The Contact Center basic license package is a prerequisite.
Related Topics
7.2.4 Evaluation Licenses
An evaluation license can be used to test applications with full functionality over
a fixed time period (called the evaluation period) free of charge. If regular licenses
for the application are activated during the evaluation period, the evaluation
license is disabled.
The evaluation period is 90 days. After 60 days, the remaining time in days is
counted backwards on the display of system telephones. When the evaluation
period expires, the application is automatically disabled.
The activation of the license occurs at the Customer License Server (CLS) and
can only be performed once.
The following evaluation licenses are available:
•
OpenScape Office V3 Contact Center Evaluation License (free of
charge)
–
1x license for usage of the contact center
–
64x licenses for Contact Center agents (myAgent), incl. the 64 required
Comfort User licenses
–
1x license for Contact Center reporting (myReports)
–
1x Contact Center Fax license
–
1x Contact Center E-mail license
–
1x license for OpenDirectory Connector
–
20x licenses for Application Launcher
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Licenses
–
2x licenses for Gate View cameras
This evaluation license is intended for customers who are already using
OpenScape Office and want to test the Multimedia Contact Center. All
features of the Multimedia Contact Centers can be used with the evaluation
license.
INFO: If the Multimedia Contact Center is not licensed within the
evaluation period, the administrator must undo the Contact
Center settings (e.g., delete schedules and queues, deactivate
agents, etc.) before the evaluation license expires. Otherwise,
errors may occur in OpenScape Office.
•
OpenScape Office V3 HX Evaluation License (free of charge)
This Evaluation License is intended for HiPath 3000 customers who have not
used OpenScape Office HX in the past. All OpenScape Office HX features
can be used with this evaluation license. The activation of the license occurs
via the Customer License Agent ( CLA ). In order to enable all the features of
OpenScape Office HX to be used, the number of HG 1500 B channels for an
HG 1500 board is increased to 30 during the evaluation period.
Related Topics
7.2.5 Upgrade Licenses
Upgrade licenses are required to upgrade the product or feature to the latest
version.
The following upgrade licenses are available:
•
OpenScape Office V3 MX Upgrade from OSO MX V2
For the upgrade from HiPath OpenOffice ME V1 and OpenScape Office MX
V2 to OpenScape Office V3 MX. HiPath OpenOffice ME V1 must be first
upgraded to OpenScape Office MX V2 software. It is not possible to directly
upgrade the software from HiPath OpenOffice ME V1 to OpenScape Office
V3 MX.
With this license, all purchased licenses are converted to V3 licenses. HiPath
OpenOffice ME V1 licenses can be upgraded to OpenScape Office V3 MX
licenses directly at the CLS.
INFO: In V3, the licenses for the Contact Center Basic License
Package, myAgent and myAttendant include the required Comfort
User licenses, which had to be ordered separately for V2. When
upgrading to V3, only the licenses for the Contact Center Basic
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License Package, myAgent and myAttendant need to be
upgraded; the total number of Comfort User licenses available
remains the same.
INFO: After an upgrade to OpenScape Office V3 MX, 15 Comfort
User licenses from the OpenScape Office MX V2 basic package
are converted to Comfort Plus User licenses.
•
OpenScape Office V3 LX/MX Upgrade from Comfort to Comfort Plus
User
For upgrading a Comfort User to a Comfort Plus User
An upgrade from OpenScape Office HX V2 to OpenScape Office HX V3 occurs
automatically with the upgrade from HiPath 3000 to Version 9.
Related Topics
7.3 Activating and Updating Licenses
Products or features must be enabled via licenses. Following a hardware defect,
these licenses must be updated.
The license activation and license upgrade should be done outside of business
hours, since licensed features such as the UC Suite are automatically restarted
after the license activation. Existing telephone connections are disconnected.
The activation and updating of licenses for OpenScape Office HX are performed
using HiPath 3000 Manager E and a license file. This type of licensing is
described in the HiPath 3000 Manager E documentation. The following sections
explain the licensing of OpenScape Office MX and OpenScape Office LX with the
aid of the WBM.
Related Topics
7.3.1 Activating Licenses (MX/LX)
After purchasing a product or feature, you must activate the licenses provided
with the product or feature to enable it. The License Authorization Code (LAC) or
the license file itself is required for this purpose.
Licenses can be activated by one of the following two methods:
•
Activating a License using the License Authorization Code
License activation via the LAC is the standard method. Using the LAC, a
license file is generated at the Central License Server (CLS) and forwarded
to OpenScape Office Assistant. The license file is used to activate the
associated license and release the product. To access the CLS, you will need
an Internet connection or an ISDN connection. The IP address of the CLS or
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the phone number for the ISDN connection is stored in
OpenScape Office Assistant under License Management > Settings and
can be changed by an administrator with the Expert profile if required.
•
Activating a License via a License File
License activation via a license file is needed if a license file is directly
available instead of a LAC. The license file was generated at the Central
License Server (CLS) earlier and downloaded. The license file is used to
activate the associated license and release the product. The IP address of the
CLS is saved in OpenScape Office Assistant under License Management >
Settings.
If the communication system is to be expanded, further licenses (e.g., 5 additional
Comfort User licenses) can be purchased. On purchasing more licenses, an
additional License Authorization Code (LAC) with which the newly procured
licenses can be activated is supplied. After activation, all features for which a
license is required will be available.
INFO: In order to successfully activate additional licenses, the
license for the basic package must already have been activated
in advance or be activated at the same time as the additional
licenses.
Assigning the Licenses
The Comfort User and Comfort Plus User licenses are assigned permanently to
individual IP stations with OpenScape Office Assistant. The number of IP stations
licensed cannot exceed the number of available licenses. The assignment of
other licenses occurs dynamically, i.e., depending on the requirements and
availability, licenses are assigned for the components that require them.
Connecting to the License Server without Internet Access
As a rule, the connection to the Central License Server (CLS) is set up via the
Internet. If no Internet access is available or configured, the connection to the CLS
is automatically established via ISDN. The correct license station number must be
configured and selected for this purpose. Logging on to the CLS then occurs
automatically. The license station number for the CLS is saved in
OpenScape Office Assistant under License Management > Settings and can
be changed by an administrator with the Expert profile if required.
Related Topics
7.3.2 Updating a License (MX/LX)
Licenses must be updated whenever any hardware that has a MAC address (e.g.,
the motherboard of OpenScape Office MX, network card or the Linux server of
OpenScape Office LX) is replaced at the communication system. To perform the
update, the License Authorization Code (LAC) and the login details for the Central
License Server (CLS) are required.
After replacing the hardware, the configuration data must be restored using the
latest backup set (see Restore ).
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Since the licenses are bound to the MAC address of the hardware, the MAC
address changes on replacing the hardware, and the licenses are thus are no
longer valid. After the hardware is replaced, the communication system reverts to
the grace period. The LAC must therefore be transferred to the CLS again. The
LAC of the basic license or the LAC of a further product/feature of
OpenScape Office MX may be used for this purpose. The new license file, which
is bound to the new MAC address, is transferred to the communication system,
and all existing licenses are then automatically activated.
For OpenScape Office MX, the MAC address of the first system box is used
(visible as a sticker on the front of the device). For OpenScape Office MX, the
MAC address of the network card of the Linux server, which was selected on
installing the Linux operating system (visible via YaST), is used. The MAC
address can also be read by using OpenScape Office Assistant.
INFO: Before the licenses can be updated, a rehost must be
performed at the CLS. Every rehost is logged. A license can be
used for a rehost up to three times.
INFO: The IP address of the CLS (Central License Server) can
be checked via OpenScape Office Assistant under License
Management > Settings and changed if required.
Related Topics
Related Topics
• Immediate Backup
7.4 Licensing in an Internetwork
If multiple OpenScape Office (nodes) systems are combined into an internetwork,
licensing occurs centrally via the master node.
The master node contains the central license agent (central CLA; central
Customer License Agent). All other nodes (slave nodes) in the internetwork use
this CLA for the licensing. To enable this, the IP address of the master node must
be made known to the slave nodes using OpenScape Office Assistant.
Only one network license file exists for the entire internetwork. This license is
bound to the MAC address of the master node and stored in the central CLA. The
network license file contains all the license information in the internetwork and
can only be activated at the master node using OpenScape Office Assistant. Only
the master node has access to the CLS; at all other nodes, the access is disabled.
The network license file includes two types of licenses:
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•
Bound licenses
Bound licenses are bound to the MAC address of a node and can only be
used from that node. All basic licenses and licenses for the UC clients such
as myPortal for Outlook or myAttendant are bound licenses. If bound
licenses are to be used from another node, they must first be shifted with the
aid of the CLS. The basic licenses for OpenScape Office cannot be shifted.
•
Unbound licenses
Unbound licenses can be used from all nodes in the internetwork. The
Comfort User and Comfort Plus User licenses are unbound licenses (except
for those included in the basic licenses). The Comfort User and Comfort Plus
User licenses are assigned to IP stations. These licenses can be reassigned
to other nodes without being shifted. This is achieved by unassigning the
licenses from the IP stations at the old node and assigning them to the IP
stations at the new node.
Figure: Overview of Bound and Unbound Licenses
LAN
OpenScape Office MX
MAC Address
OpenScape Office LX
MAC Address
OpenScape Office MX
MAC Address
OpenScape Office MX
Basis 20 Plus
OpenScape Office LX
Basis 20 Plus
OpenScape Office MX
Basis 10 Plus
myPortal for Outlook
myPortal for Outlook
myPortal for Outlook
myAttendant
Contact Center Basis
myAgent
Comfort Plus User
Bound Licenses
Unshiftable
Comfort User
Bound Licenses
Shiftable
Unbound Licenses
Shifting Licenses
One or more licenses can be shifted from one node to another. The transfer of
licenses is performed at the CLS. The CLS generates a new network license file,
which must then be loaded into the central CLA.
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Combining Licenses
If one or more nodes that have already been licensed are to be combined into an
internetwork, the administrator must combine the individual license files via the
CLS into a single license file and load it into the central CLA. The IP address of
the master node with the central license agent must then be entered at all other
nodes by using the Networking wizard of OpenScape Office Assistant.
Behavior during Network Problems (Failover)
If the connection to the master node and thus to the central CLA fails, the
message "Failover Period" appears on the displays of the system telephones.
During this failover period (max. 30 days), all nodes and their features continue
to operate normally. Once the network problems have been resolved and the
connection to the central CLA is restored, all nodes revert to the regular license
status.
If the network problems cannot be resolved within the failover period, the nodes
switch to operating in emergency mode. The entire internetwork will then need to
be relicensed.
Related Topics
7.4.1 Licensing Process in the Internetwork
The licensing process for a sample internetwork consisting of one
OpenScape Office LX and two OpenScape Office MX systems is illustrated
below:
1. On purchasing the communication systems, the customer receives a License
Authorization Code (LAC). The information on the licenses purchased (basic
licenses and extension licenses, if any) are stored in the database of the CLS.
2. Using the network wizard of OpenScape Office Assistant, the customer or
service technician first installs the OpenScape Office LX as a master node.
The system runs in the Grace Period (period of 30 days during which the
licensing has to be completed).
For a description, see Configuring Scenario 3
3. Using the network wizard of OpenScape Office Assistant, the customer or
service technician then installs the two OpenScape Office MX systems. The
system runs in the Grace Period
For a description, see Configuring Scenario 3
4. After the customer or service technician has installed all the systems in the
internetwork, he or she generates a network license file at the CLS with the
License Authorization Code and uploads this to the master node with the help
of OpenScape Office Assistant. The network license file contains all the
customer-specific hardware information (such as the MAC addresses or the
Advanced Locking IDs of all systems in the internetwork) and all associated
licenses.
For a description, see OpenScape Office V3, Administrator documentation ,
Licensing
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5. OpenScape Office Assistant checks whether the MAC addresses or
Advanced Locking IDs stored in the license file match those of the systems.
If the check is successful, the licenses are activated, and the systems switch
to the regular license status. If the check is not successful, the systems
continue to run in the Grace Period until it expires and then only in emergency
mode.
Related Topics
7.5 License Information in OpenScapeOffice Assistant
Information on the available and assigned licenses, products and features is
displayed with OpenScape Office Assistant. The license information on all
licenses available in the internetwork can be retrieved.
The following information can be displayed:
•
MAC Address: MAC address of OpenScape Office MX or the
OpenScape Office Linux server to which the licenses are bound.
INFO: If OpenScape Office MX is in the grace period, a wrong
MAC address may possibly be shown here. The correct MAC
address can be checked via the Service Center under Inventory
(OpenScape Office V3, Administrator documentation , Licensing).
•
Locking ID: Advanced Locking ID of OpenScape Office LX in a virtualized
environment, to which the licenses are bound.
•
Node: Name of the communication system to which the license is bound.
•
Product Name: Name of the product for which the license is assigned.
•
Feature: Feature for which the license has been assigned.
•
Used licenses: Shows the number of used and available licenses.
•
Available for distribution: Shows the licenses still available in the
internetwork.
•
Status: Status of the license.
Related Topics
7.5.1 License Information without a Network (Standalone)
All licenses permanently assigned to the communication system can be
displayed.
Related Topics
7.5.2 License Information in an Internetwork
All existing licenses in an internetwork and the relevant information on them can
be displayed.
The display of the license information in the internetwork is grouped as follows:
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•
Display of bound licenses
These are licenses that are permanently assigned to a single communication
system (node).
•
Display of unbound licenses
These are licenses that are not permanently assigned to any communication
system and can be freely distributed in the internetwork.
•
Display of local licenses
These are licenses that are permanently assigned to the local communication
system, including the free unbound licenses.
Related Topics
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UC Clients
8 Unified Communications
Unified Communications offers features such as the Presence status and CallMe,
conferencing (not with OpenScape office HX), as well as voicemail and fax
functionality in the myPortal for Desktop and myPortal for Outlook clients.
myAttendant also provides Attendant Console functions.
INFO: For more information on with the clients myAgent and
myReports, see Multimedia Contact Center .
Related Topics
8.1 UC Clients
UC clients provide subscribers with convenient user interfaces for unified
communications.
The system offers the following UC clients for the following devices:
Client type
Communications
Client
Client
myPortal for Desktop
Device
PC
myPortal for Outlook
Fax Printer
(see Voice and Fax Messages )
myAttendant
Mobile Client
myPortal for OpenStage
OpenStage
telephone
myPortal for Mobile
Mobile Phone
(see Multimedia Contact Center )
Contact Center Client myAgent
PC
(see Multimedia Contact Center )
myReports
(see Multimedia Contact Center )
Subscribers with a configured e-mail address receive a welcome e-mail with
Getting Started Instructions.
Custom Settings
The custom (i.e., subscriber-specific) settings for myPortal for Desktop are stored
in ini files on the PC. A separate ini file is created for every user. The custom
settings for myPortal for Outlook, myAttendant and Fax Printer are stored in the
registry of the PC. This enables different users to use the myPortal for Desktop,
myPortal for Outlook, myAttendant and Fax Printer applications on a single PC
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(Desk Sharing) and also the deployment in Windows Terminal Server and Citrix
Server environments. This allows different users to access the applications from
their PCs without a local installation.
Related Topics
Related Topics
• Multimedia Contact Center
•
Mobility
8.1.1 myPortal for Desktop
myPortal for Desktop is a client for unified communications on your PC. Besides
convenient dialing aids via phone directories and favorites and information on the
presence status of other subscribers, users can, for example, also access their
voicemails and fax messages.
myPortal for Desktop provides the following features:
•
Directories
•
Favorites List
•
Journal
•
Desktop Dialer
•
Screen pops
•
Presence Status
•
CallMe service with ONS (One Number Service)
•
Status-based call forwarding
•
Personal AutoAttendant
•
Conference management (LX/MX)
•
Record conferences (LX/MX)
•
Record calls
•
Instant Messaging
•
Voice and fax messages
Related Topics
Related Topics
• Prerequisites for UC PC Clients
8.1.2 myPortal for Outlook
myPortal for Outlook is the client for unified communications in Microsoft Outlook
(plug-in) and is analogous to myPortal for Desktop.
myPortal for Outlook provides the following features in addition to those of
myPortal for Desktop:
•
How to Call an Outlook Contact
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•
How to Create an Outlook Contact from the Sender of a Voice Message
•
How to Send a Voice Message as an E-mail
•
How to Send a Fax Message as an E-mail
Related Topics
Related Topics
• Prerequisites for UC PC Clients
8.1.3 myPortal for Zimbra
myPortal for Zimbra is a web-based client for unified communications in the Web
Client of the Zimbra Collaboration Suite (plug-in). Besides convenient dialing aids
via phone directories and favorites and information on the presence status of
subscribers, you can, for example, also access your voicemails.
myPortal for Zimbra offers the following features in addition to telephony:
•
Directories
•
Favorites List
•
Journal
•
Presence Status
•
Status-based call forwarding
•
Voicemail
Other features you can use with myPortal for Desktop.
Related Topics
8.1.4 myPortal for OpenStage
myPortal for OpenStage is the user portal for accessing the system's unified
communications functions on your OpenStage telephone.
myPortal for OpenStage can be configured via the OpenStage telephone as well
as OpenStage Manager web browsers.
myPortal for OpenStage provides the following features:
•
Presence status
•
Voicemail
Related Topics
Related Topics
• Prerequisites for myPortal for OpenStage
8.1.5 Fax Printer
Fax Printer is an application for sending fax messages with individually created
cover sheets from Windows applications such as Microsoft Word, for example.
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Fax Printer consists of the following components:
•
Fax Printer Cover Editor
•
Fax Printer Driver
Related Topics
Related Topics
• Prerequisites for UC PC Clients
8.1.6 myAttendant
myAttendant is a unified communications solution for Attendant functions.
Besides convenient Attendant functions, dialing aids via phone directories and
information on the presence status of other subscribers, myAttendant can, for
example, also be used to access voicemails and faxes. Instant Messaging
supports the communication with internal subscribers.
myAttendant provides the following features:
•
Attendant functions
•
Directories
•
Journal
•
Pop-up windows
•
Presence status
•
Record calls
•
Message Center
•
User Buttons
•
Voice and Fax Messages
•
Instant Messaging
•
Team functions
Related Topics
Related Topics
• Prerequisites for UC PC Clients
8.1.7 Prerequisites for UC PC Clients
In order to use UC PC clients, the client PC must be equipped with the appropriate
hardware and software configurations. Depending on the configuration,
administration rights are required for the installation and automatic updates. The
available functionality depends on the licenses being used.
INFO: Please make sure that you refer to the notes in the
ReadMe first.rtf file.
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Telephones
myPortal for Desktop, myAttendant and myPortal for Outlook can be used in
combination with the following telephones:
•
OpenStage HFA
•
OpenStage T (HX)
•
optiPoint 410 HFA
•
optiPoint 420 HFA
•
optiPoint 500 (HX)
•
optiPoint WL2 professional HFA
•
SIP Phone
•
Analog telephone
•
HiPath Cordless IP
•
HiPath Cordless Office (HX)
•
optiClient 130 HFA
•
OpenScape Personal Edition HFA
•
OpenScape Personal Edition SIP
INFO: For analog and DECT telephones, the Message Waiting
Indication (MWI) is not supported, and only limited support is
available for displaying information on the phone.
Operating System
myPortal for Desktop, myAttendant, myPortal for Outlook and Fax Printer can be
used in combination with the following web browsers:
•
Microsoft Windows 7
•
Microsoft Windows Vista
•
Microsoft Windows XP
Local administration rights on a client PC are required for the installation, but not
for automatic updates. The Russian and Chinese user interfaces of myPortal for
Outlook require a Windows installation in the same language.
myPortal for Desktop can also be used with the following operating systems:
•
Apple Mac OS X v10.7 Lion
Windows Update
The PCs always need the current status of all available updates, including
Service Packs.
Web Browsers
myPortal for Desktop, myPortal for Outlook and Fax Printer can be used in
combination with the following web browsers:
154
•
Microsoft Internet Explorer Version 7
•
Microsoft Internet Explorer Version 8 in compatibility mode
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•
Microsoft Internet Explorer Version 9
•
Mozilla Firefox Version 4 or later
Additional Software
Additional Software
Java >= 1.6.031 (see Service Center > Download
Center)
myPortal myAttend myPortal
for Deskt
ant
for Outlo
op
ok
X
X
Microsoft Office 2010 or
X
Microsoft Office 2007(32 bit) with installed .NET
components for Outlook or
Microsoft Office 2003 (32 bit)
Microsoft Office 365
Access to Microsoft Exchange Server or Outlook 365 X
(for Outlook contacts and appointments)
X
Microsoft .NET Framework >= 3.5 (>= 4.0 with
Microsoft Office 2010)
X
INFO: In order to use the Exchange Calendar integration with
Microsoft Small Business Server, FBA (Form Based
Authentication) may need to be disabled there under some
circumstances.
Minimum Hardware Requirements
•
2 GHz CPU
•
RAM: 2 GB
(Microsoft Windows XP: 1 GB)
(Microsoft Windows 2003 Server: 1 GB)
•
100 Mbps LAN
•
XGA (1024x768) screen resolution, myPortal for Outlook: SVGA (800x600)
screen resolution
Microsoft Terminal Server, Citrix Server
myAttendant, myPortal for Desktop, myPortal for Outlook and Fax Printer can be
used in Microsoft Terminal Server and Citrix Server environments under the
following preconditions:
INFO: Terminal Server and Citrix Server environments, including
hosted services and virtual environments are the responsibility of
the customer.
Operating system:
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UC Clients
•
Microsoft Windows 2008 R2 Server (64 bit) with
Citrix XenApp 6.0 Server (Desktop Mode)
•
Microsoft Windows 2008 R2 Server (64 bit) with
Citrix XenApp 5.0 Server (Desktop Mode)
•
Microsoft Windows 2008 R2 Server (64 bit) as
Microsoft Terminal Server
•
Microsoft Windows 2008 Server as
Microsoft Terminal Server
•
Microsoft Windows 2003 Server as
Microsoft Terminal Server
Office applications:
•
Microsoft Office 2010
•
Microsoft Office 2007 (32 bit)
•
Microsoft Office 2003 (32 bit)
Hardware Prerequisites: The number of installable clients depends on the server
performance and on the amount of available memory. If the server is also being
used for other applications, their memory requirements must also be taken into
account. More information on the configuration of Citrix XenApp Server can be
found under:
http://wiki.siemens-enterprise.com/wiki/OpenScape_Office
Installation Files
The following options are available for providing installation files to users:
•
The administrator downloads the installation files from the Download Center
and provides them to users via a network drive, for example.
•
They can access the installation files directly via a network drive connected
with \\<IP address of communication system>\applications
(User: hoome, Password: hoomesw). The installation files are located in the
install-common folder.
Related Topics
Related Topics
• myPortal for Desktop
•
myPortal for Outlook
•
Fax Printer
•
myAttendant
•
Silent installation/Uninstallation for UC PC Clients
•
Automatic Updates
8.1.8 Prerequisites for myPortal for Zimbra
In order to use myPortal for Zimbra, the client PC must be equipped with the
appropriate hardware and software.
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Web Browsers
myPortal for Desktop, myPortal for Outlook and Fax Printer can be used in
combination with the following web browsers:
•
Microsoft Internet Explorer Version 8 in compatibility mode
•
Microsoft Internet Explorer Version 9
•
Mozilla Firefox Version 3 or later
•
Safari 4 or later
•
Chrome
Zimbra
Access to the Zimbra Collaboration Suite is available via the Web Client.
Web Services for Mobile Phones
Web services for mobile phones must be enabled in the system. The ports
configured in the system must be opened in the firewalls on the LAN and possibly
the client PCs.
Related Topics
8.1.9 Prerequisites for myPortal for OpenStage
In order to use myPortal for OpenStage, the phone must be equipped with the
appropriate hardware and software.
Telephones
myPortal for OpenStage can be used with the following telephones:
•
OpenStage 60 V2 and later
•
OpenStage 80 V2 and later
Web Browsers
myPortal for OpenStage can be used in combination with the following web
browsers (for configuration and administration):
•
Microsoft Internet Explorer Version 7
•
Microsoft Internet Explorer Version 8 in compatibility mode
•
Microsoft Internet Explorer Version 9 in compatibility mode
•
Mozilla Firefox Version 4 or later
Related Topics
Related Topics
• myPortal for OpenStage
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UC Clients
8.1.10 Silent installation/Uninstallation for UC PC Clients
Silent installation/uninstallation is a command-line based method to automatically
install, uninstall or modify UC PC clients on a PC without requiring any further
user inputs.
INFO: Please make sure that you refer to the notes in the
ReadMe first.rtf file.
The silent installation/uninstallation option is available as of V3 and requires local
administration rights on the relevant PC. The silent installation/uninstallation
process can also be logged in a file.
The following parameters are available for silent installations / uninstallations:
Parameters
ALL
Components
• myPortal for Desktop / myAttendant
• myPortal for Outlook
• Fax Printer
• myAgent
• Automatic Updates
myPortal
myPortal for Desktop / myAttendant
OutlookIntegration
myPortal for Outlook
FaxPrinter
Fax Printer
myAgent
myAgent
Related Topics
Related Topics
• Prerequisites for UC PC Clients
8.1.11 Automatic Updates
Automatic updates keep Windows applications (e.g., UC clients, Application
Launcher) up to date.
If an application determines that there is a newer version than the one currently
running, it is automatically updated. If required, a message that the application
must be exited in order to to perform the automatic update appears.
Related Topics
Related Topics
• Prerequisites for UC PC Clients
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8.2 Presence Status and CallMe Service
The Presence status and CallMe service display and optimize the availability of
subscribers. The Presence status enables simple status-based call forwarding as
well as rule-based call forwarding, which can be flexibly configured with
myPortal for Desktop or myPortal for Outlook.
Related Topics
8.2.1 Presence Status
The Presence status indicates the availability of internal subscribers (including
Mobility Entry subscribers) in the Favorites list, the internal directory, the virtual
conference room (not for OpenScape Office HX) and via voicemail
announcements. In addition, the Presence status controls the availability of
internal subscribers with status-based call forwarding, rule-based call forwarding
and the personal AutoAttendant.
As a subscriber, you can change your Presence status in myPortal for Desktop
and myPortal for Outlook or via the phone menu of the voicemail box.
Deactivating call forwarding at the telephone returns you to the Office presence
status. For every change in the Presence status (except for Office and CallMe),
you also define the scheduled time of your return to the Office or CallMe status.
As a subscriber, you can select the following statuses:
•
Office
•
Meeting
•
Sick
•
Break
•
Gone Out
•
Vacation
•
Lunch
•
Gone Home
•
Do Not Disturb
(not available for Mobility Entry or MULAP)
Mapping of the External XMPP Status Internally
Subscribers can see the presence status of external XMPP communication
partners in the Favorites list or in the external directory, for example, provided
XMPP has been configured. The following mappings apply (from left to right):
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XMPP status
Represented as presence status
Online
Office
DND
Meeting
Away
Out of the Office
Extended Away
Vacation
INFO: Outlook contacts must include the XMPP ID In the IM
address in accordance with the following pattern:
xmpp:john.public@oso.example-for-a-domain.
Mapping of the Internal Presence Status Externally
External XMPP communication partners can see the XMPP status of internal
subscribers, provided XMPP has been configured. The following mappings apply
(from left to right):
Presence status
Represented as XMPP status
Office
Online
Meeting
DND
Sick
Away
Break
Away
Out of the Office
Away
Lunch
Away
Gone Home
Away
Vacation
Extended Away
Call Forwarding to the Voicemail Box
If Presence status of a subscriber is not Office or CallMe, the communication
system redirects calls for him or her to the voicemail box by default and notifies
the callers via status-based announcements about the nature of absence and the
scheduled time for return.
Info Text
You can enter any info text for your current presence status, e.g., "I am in Room
No. ..." when attending a meeting. The info text is displayed in the Favorites list,
in the internal directory and in the virtual conference room (not with OpenScape
Office HX). The info text is deleted when you change your presence status.
Automatic Reset of the Presence Status
As a subscriber, you can have your Presence status automatically reset to Office
at the end of your scheduled absence. Otherwise, the system extends the current
Presence status in increments of 15 minutes until you change it yourself.
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Visibility of your Presence Status
As a subscriber, you can specify for each subscriber in the internal directory
whether or not that subscriber can see your Presence status other than Office
and CallMe as well as the scheduled time of your return and any info text you may
have entered.
Automatic Update of Presence Status via Outlook Appointments (Windows)
As a subscriber, you can automatically control your Presence status via Outlook
appointments by using the specific keywords in the Subject line: You can choose
between the following calendars:
•
Exchange calendar (on the Exchange Server)
The automatic update of the presence status via Outlook appointments
occurs independently, regardless of whether or not your PC is running. The
administrator must configure the Exchange Calendar Integration for this
function.
INFO: Appointments from a Microsoft Exchange Server 2003 that
were created with Outlook Web Access are not visible for the
system.
•
Outlook calendar
The automatic update of the presence status via Outlook appointments
requires myPortal for Desktop or myPortal for Outlook to have been started
on your PC.
You can use the following keywords:
•
Meeting
•
Sick
•
Break
•
Gone Out
•
Vacation
•
Lunch
•
Gone Home
The keywords depend on the language set for the user interface. The keywords
may be located anywhere in the Subject line. If the Subject line contains more
than one such keyword, only the fist takes effect. When this function is enabled,
your Presence status changes automatically at the start and end time of the
relevant appointment.
NOTICE: When enabling this function, please bear in mind that
any Outlook appointments with these keywords in the Subject line
could lead to undesirable changes in your Presence status.
Consequently, you may nee to change the Subject line if needed.
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Automatic Creation of Outlook Appointments when Absent)
As a subscriber, you can have appropriate Outlook appointments created
automatically when you are absent by a change in your Presence status. The
Subject line of the corresponding Outlook appointment consists of your Presence
status and the text "(Auto)", for example: "Meeting (Auto)". The start and end
times for the appointment involved correspond to your entries in myPortal for
Desktop or myPortal for Outlook. The end time of the Outlook appointment
remains unchanged in the event of a possibly delayed return. You can define
whether the Outlook appointments should be stored in the local PST file or on the
Exchange server. If you are using a local PST file, your Outlook must be open
when creating the Outlook appointments. If you are using a PST file on the
Exchange server, the Outlook appointments are created, regardless of whether
or not your Outlook is open. The administrator must configure the Exchange
Calendar Integration for this function.
Screen Pops on Changing the Presence Status
As a subscriber, you can have changes to your Presence status indicated by a
screen pop.
Related Topics
Related Topics
• CallMe Service
•
Status-based Call Forwarding
•
Rule-Based Call Forwarding
8.2.2 CallMe Service
The CallMe service enables subscribers to define any phone at an alternative
workplace as the CallMe destination at which they can be reached through their
own internal phone numbers. The subscriber can use myPortal for Desktop or
myPortal for Outlook at his or her alternative workplace exactly as in the office and
thus also make outgoing calls from the CallMe destination.
Inbound Calls
Inbound calls to the internal phone number are forwarded to the CallMe
destination. The internal phone number of the called subscriber is displayed to the
caller. Unanswered calls are forwarded to the voicemail box after 30 seconds.
Outbound Calls
For outbound calls with myPortal for Desktop or myPortal for Outlook, the
communication system sets up two connections. It first calls the subscriber at the
CallMe destination. If the call is answered, the communication system then calls
the desired destination and connects the subscriber with it. The internal phone
number of the caller is displayed at the destination (One Number Service).
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Presence Status
When the CallMe service is enabled, the message "CallMe active" appears in
the display of the relevant phone (not for analog and DECT phones). Other
subscribers see the presence status Office.
Activation
As a subscriber, you can activate the CallMe service manually. In addition, the
Call-Me service is also reActivated by an automatic reset of the Presence status
following an absence, provided it was active earlier. Then following types of
CallMe destinations are not supported:
•
Group
•
Redirected telephone
Displaying the CallMe Destination in the Favorites List
As a subscriber, you can have the number of your CallMe destination displayed
in the Favorites list of other subscribers instead of your own phone number.
Deactivation
The CallMe service remains active until your Presence status changes.
Related Topics
Related Topics
• Presence Status
•
Status-based Call Forwarding
•
Rule-Based Call Forwarding
8.2.3 Status-based Call Forwarding
Status-based call forwarding enables subscribers to forward calls based on their
Presence status to one of their additional phone numbers or their voicemail box.
As a subscriber, you can configure status-based call forwarding for every
presence status except Office, CallMe and Do Not Disturb. When you change
your Presence status, the communication system activates call forwarding to the
destination defined by you for this purpose. For example, if you are away from the
office, to your mobile phone or if you are on vacation, to your representative.
Related Topics
Related Topics
• Presence Status
•
CallMe Service
•
Rule-Based Call Forwarding
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8.2.4 Rule-Based Call Forwarding
Rules-based call forwarding enables subscribers to forward calls based on
numerous conditions and exceptions even more flexibly than with status-based
call forwarding.
In addition, rule-based call forwarding also supports:
•
Any destinations
•
Presence status Office, CallMe and Do Not Disturb
As a subscriber, you can define rules and activate or deactivate them at any time
by using the Rules wizard. A rule can only be active if your phone has not been
forwarded. Status-based call forwarding (except to the voicemail box) overrides
rule-based call forwarding.
When a call forwarding rule is active, its name appears on the display of your
telephone.
When an inbound call is received, the communication system checks the
applicability of the active rule in accordance with its sequential order in the Rules
wizard. Only the first applicable rule is executed. In this case, your phone will ring
once, and the communication system will then forward your call to the defined
destination.
You can define several types of conditions and exceptions (except when ...) in
one rule. However, you cannot define a condition with an exception of the same
type. For example, it is not possible to define a condition of the type "On certain
weekdays" together with an exception of the type "Except on certain weekdays".
Types of Conditions and Exceptions
•
(except) for certain Presence status
•
(except) from certain people (in the internal directory, external directory,
personal directory or from any station number)
•
(except) when transferred to you from certain people (in the internal directory,
external directory, personal directory or from any station number)
•
(except) from a certain type, i.e., internal, external or Unknown Contact
•
(except) on a certain date (also on multiple dates)
•
(except) on certain weekdays
•
(except) between a certain Start and End date
•
(except) between a certain Start and End time
Related Topics
Related Topics
• Presence Status
164
•
CallMe Service
•
Status-based Call Forwarding
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8.3 Directories and Journal
Directories, the Favorites List and the Journal organize contacts and calls.
Related Topics
8.3.1 Directories
Directories are used to organize the contacts of subscribers. Subscribers can
access these contacts with myPortal for Desktop or myPortal for Outlook and via
system phones with displays.
The system provides the following directories, which support the following
functions:
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Directory
myPortal for Desktop,
my Attendant, Fax Printer
myPortal for Outlook
System telephone with a
display
Outlook contacts
If required, the subscriber can
import Outlook contacts on
starting myPortal for Desktop
when using Microsoft Windows.
Personal contacts
The subscriber can either import Outlook contacts on starting
myPortal for Desktop or maintain
personal contacts manually.
Imported Outlook contacts
cannot be edited.
-
Internal directory
Contains all internal subscribers, possibly with additional phone
numbers, provided the subscriber has made this information visible
to other internal subscribers. Internal subscribers (with system
telephones) are displayed with their Presence status and can be
contacted through Instant Messaging. The Presence status of a
subscriber can only be shown if allowed by that subscriber. If
relevant, the scheduled time of return and any info text that may
have been entered by the subscriber are also displayed. A
subscriber is only provided read-access to this directory.
Contains all internal subscribers.
The administrator can enable
and disable the display of the
internal directory for system
telephones.
External directory
Contains contacts from a corporate directory and must be
configured by the administrator. A subscriber is only provided readaccess to this directory.
Contains the personal contacts
of a subscriber. Only the
subscriber involved had write
access to this data.
Public Exchange
Contains contacts of the public Exchange folder if configured by
folder (not usable with the administrator. These are shown in the external directory.
Office 365)
-
-
External Offline
Directory (LDAP)
Contains contacts from the LDAP corporate directory and must be configured by the administrator.
The external offline directory can only used for searches. The administrator can enable and disable
the display of the external offline directory for system telephones.
System Directory
-
Includes all internal stations and
all central speed-dial numbers.
The administrator can enable
and disable the display of a
subscriber in the system
directory.
INFO: Phone numbers in directories should always be entered in
canonical format.
Simple Search
As a subscriber, you can search the directories by First Name, Last Name or a
call number. The directories are searched in the order shown in the table above.
The search can be conducted using whole words and also with partial search
terms such as a part of a station number, for example. The set search options
remain in effect for subsequent searches. Al search terms used are saved. You
can optionally delete the list of search terms used.
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Advanced Search
You can selectively search in the Title, First Name, Last Name, Company,
Extension, Company Ph., Business Ph. 1, Business Ph. 2, Home Ph. 1,
Home Ph. 2, Mobile Number and E-mail fields and limit the maximum number
of hits. The modern interface of myPortal for Desktop does not support the
advanced search.
Sorting
The contacts of a myPortal for Desktop and myPortal for Outlook directory can be
sorted by any column in ascending or descending alphanumeric order. The
modern interface of myPortal for Desktop does not support sorting.
Related Topics
Related Topics
• System Directory
•
Internal Directory
•
External Directory
•
External Offline Directory (LDAP)
•
OpenScape Office Directory Service
8.3.2 Internal Directory
The internal directory contains the contact details of the internal subscribers of the
communication system.
As a subscriber, you have read access to the contact details of other subscribers
and write access to your own contact details with myPortal for Desktop,
myPortal for Outlook and myAttendant. For your additional station numbers, you
can define whether or not these numbers should be made visible in the internal
directory. As an administrator, you have unrestricted access to all data in the
internal directory. As a subscriber, you can dial from the internal directory.
The administrator can disable the display for all analog stations or for analog
stations without an associated name. Subscribers whose names begin with - are
not displayed in the latter case.
Related Topics
Related Topics
• Directories
•
System Directory
•
External Directory
•
External Offline Directory (LDAP)
•
OpenScape Office Directory Service
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8.3.3 External Directory
The external directory includes contacts from outside the communication system.
The data of the external directory is available to all subscribers in myPortal for
Desktop, myPortal for Outlook, myPortal for Mobile, Fax Printer, myAttendant,
myAgent and on phones equipped with a display. Subscribers can dial from the
external directory. Users with myAttendant and myAgent can also edit data in the
external directory.
Importing Data from a CSV File
As an administrator, you can import contacts from a CSV file in UTF-8 encoding
into the external directory.
A header in the CSV file allows the mapping of field names in the CSV file to fields
in the system. A typical CSV file may be structured as follows:
•
Header line:
"Customer ID","Last Name","First Name","Company Phone
Number","Company Name":
•
Data line:
"987654","Dubios","Natalie","+4989700798765","SEN"
You can map the data being imported from the CSV file to the following fields in
the system:
•
Customer ID
•
Title
•
First Name
•
Last Name
•
Company
•
Business Ph.
•
Business Ph2
•
Mobile Ph.
•
Home
•
XMPP ID
•
Fax Ph.
•
E-mail
•
City
If you want the import to overwrite data, the corresponding Customer IDs should
be identical.
Related Topics
Related Topics
• Directories
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•
System Directory
•
Internal Directory
•
External Offline Directory (LDAP)
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OpenScape Office Directory Service
8.3.4 External Offline Directory (LDAP)
The external offline directory (LDAP) contains contacts from an LDAP server for
myPortal for Desktop, myAgent, Fax Printer, myPortal for Outlook and for system
telephones with displays.
The system supports LDAP Version 2 with authentication.
LDAP (Lightweight Directory Access Protocol) is a TCP/IP-based directory
access protocol for accessing network directory services. LDAP has a unique
format world-wide in which all names can be represented. It provides for different
layouts and enables unique associations between names and their internal
representation. This data is defined by the administrator together with the IT
administrator of the customer when planning and setting up a project. LDAP can
be used under the MS Windows and Linux operating systems.
In a Microsoft environment, the Active Directory Server (ADS) or the Exchange
Server also serves as the LDAP server. Under Microsoft Windows, user data can
be administered with the Active Directory (AD) application or ESTOS Metadir, for
example. The administration of this data is generally performed by the IT
administrator of the customer.
Under Linux, the user data can be administered with OpenLDAP, for example.
Setting up an LDAP directory service can be simplified with an LDAP browser
(e.g., the freeware from Softerra).
Phone numbers on the LDAP server may only include "-" and blanks as
delimiters. Other delimiters cannot be filtered out by the system.
As an administrator, you can adapt the mapping of fields to the names of the used
LDAP server during the configuration of an external offline directory. Deleted
fields are ignored when searching for names via phone numbers. The search
always occurs with the last 4 positions of the phone number preceded by a
wildcard. You can deactivate the search for names via phone numbers for
incoming calls.
If the default port 389 is already being used, some other port must be configured
INFO: More detailed information can be found on the Internet
under: http://wiki.siemens-enterprise.com/wiki/
OpenScape_Office_Interaction_with_3rd_Party_App
lications.
The data of the external directory is available to subscribers in
myPortal for Desktop, myAttendant, Fax Printer and myPortal for Outlook during
the search.
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System Telephones with Displays
As a subscriber, you can select between the internal directory and the LDAP
directory via the menu., provided these have been configured for system
telephones. The LDAP directory supports searches in the appropriate contacts
and the subsequent calling of a contact.
The name information provided by the LDAP server is not displayed in ringing or
call status. The call numbers for incoming calls are also not replaced by the name
information provided by the LDAP server (as when call numbers are replaced by
SSD names).
A system subscriber can only be reached from the LDAP directory if a DID
number was configured for him or her and if this entry corresponds to the entry in
the LDAP database. Call numbers provided by the LDAP server can only be
routed within the network if the internal call number and the DID number are
identical.
Related Topics
Related Topics
• Directories
•
System Directory
•
Internal Directory
•
External Directory
•
OpenScape Office Directory Service
8.3.5 System Directory
The system directory contains all internal stations and every central speed-dial
number for which a name was assigned. System telephones with a display can
access the system directory.
The administrator individually disable the display for every subscriber and every
speed-dial number with a name.
Related Topics
Related Topics
• Directories
•
Internal Directory
•
External Directory
•
External Offline Directory (LDAP)
•
OpenScape Office Directory Service
8.3.6 Departments
Departments classify subscribers in the internal directory into groups based on
their organizational affiliation. The internal directory allows you to search and sort
by department.
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Related Topics
8.3.7 OpenScape Office Directory Service
OpenScape Office Directory Service is an open, integrated metadirectory service
that can be accessed by several different types of clients, applications and
communication devices in a company. The OpenScape Office Directory Service
performs two functions: it enables additional contact data from external
databases to be integrated in the directories of the system, while also making the
directories available to clients, communication devices and applications.
OpenScape Office Directory Service runs as a separate service based on
OpenLDAP. Firewalls must be open for port 389. OpenScape Office Directory
Service is disabled by default.
Internal Data Sources
The following data sources are available by default in the OpenScape Office
Directory Service:
•
•
OpenScape Office: This includes
–
internal directory
–
External directory
central speed-dial numbers
For these data sources, the field names are permanently mapped to the data
schema of the OpenScape Office Directory Service.
These data sources cannot be deleted or modified.
External Data Sources
As an administrator, you can integrate contact information from the following
types of databases as data sources for read-only access via ODBC.
•
Microsoft SQL Server
•
mySQL
•
PostgreSQL
•
Sybase SQL Server
Maximum number of different types of databases: 4
Maximum number of external data sources: 10
Make sure that the OpenScape Office Directory Service is authorized to access
the external database. Contact the responsible database administrator in
advance to ensure that this is the case. A separate user may need to be added in
the external database for access by the system.
External data sources can be used in the context of both directory searches and
the resolution of call numbers into names.
You can configure direct access to a database table from an external data source
or a custom SQL query for the data source.
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Custom SQL Queries for External Data Sources
Custom SQL queries also support related tables, e.g.:
SELECT * FROM users LEFT OUTER JOIN phonenumbers ON users.id
= phonenumbers.uid;
The data structure must be of the type 1:1 or n:1, i.e., each record can have only
a single row.
Access via custom SQL queries can sometimes run much slower than direct
access to a database table.
Custom SQL queries with potential security risks are not executed, for example:
•
Modifying data
•
Stopping the SQL server
•
Running programs via the SQL server
•
Changing user rights
Custom SQL queries with the following SQL commands are therefore not
executed:
172
•
CHECKPOINT
•
CLOSE
•
CLUSTER
•
COMMIT
•
COPY
•
CREATE
•
DEALLOCTAE
•
DECLARE
•
DELETE
•
DISCARD
•
DO
•
DROP
•
END
•
EXECUTE
•
EXPLAIN
•
FETCH
•
GRANT
•
INSERT
•
LOAD
•
LOCK
•
MOVE
•
PREPARE
•
REASSIGN OWNED
•
REINDEX
•
RELEASE SAVEPOINT
•
RESET
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•
REVOKE
•
SAVEPOINT
•
SECURITY LABEL
•
SELECT INTO
•
SET
•
SHOW
•
START TRANSACTION
•
TRUNCATE
•
UNLISTEN
•
UPDATE
•
VACUUM
•
VALUES
Field Mapping for Data Sources
For these data sources, you can customize the mapping of field names to the data
schema of the OpenScape Office Directory Service. You can assign each field in
the data schema of the OpenScape Office Directory Service to no more than one
field of the external data source. However, you can assign a field of the external
data source to multiple fields in the data schema of the OpenScape Office
Directory Service.
LDAP Data Output Mappings
An LDAP data output mapping determines which of the fields in the data schema
of the OpenScape Office Directory Service are to be output via LDAP, e.g., for
specific LDAP clients or for different groups of subscribers who do not want to see
all the details, but only a defined subset.
The LDAP data output mapping web is available by default and cannot be deleted
or changed. All fields of the data schema in the OpenScape Office Directory
Service are permanently assigned to the LDAP output in it. You can also
configure other LDAP data output mappings.
LDAP clients can access a specific LDAP data output mapping via the dc
parameter in the LDAP login, for example: dc=web.
Normalization of Phone Numbers in the Canonical Format
For each data source, you can configure the normalization of phone numbers in
the canonical format. During this process, blanks, parentheses, hyphens and
commas are removed. This is required to correctly identify the caller's name and
for desktop dialing. You should not skip the normalization, unless the phone
numbers used in the data source are already present in canonical format. You can
have the normalization-related values s uch as the area code, etc., entered
automatically from the system. If the external database is located at a different
site than the system, you may need to adjust these values.
Status of Data Sources
The status display under OpenDirectory > Data Sources has the following
significance:
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Color
Status
green
active
red
ODBC and LDAP is not OK, wrong
configuration or data source unavailable
yellow
LDAP not ok: restart the OpenScape Office
Directory Service
gray
Configuration incomplete
Provision of directories
The following types of clients, communication devices and applications can use
the directories provided by the OpenScape Office Directory Service: UC
•
Clients
•
System Directory
•
OpenStage with local LDAP support
•
DECT IP phones (via LDAP)
•
SIP phones (via LDAP)
•
Applications, e.g., CRM Suites such as Microsoft Dynamics CRM (via LDAP,
ODBC or OpenLDAP CSV export)
OpenScape Office Directory Service can identify in the search results from which
data source a hit is obtained.
Related Topics
Related Topics
• Directories
•
System Directory
•
Internal Directory
•
External Directory
•
External Offline Directory (LDAP)
8.3.8 Favorites List
The Favorites list provides you (as a subscriber) with a constant view of selected
contacts. These contacts can also be called very easily directly from the Favorites
list. All internal subscribers with system telephones and external XMPP
communication partners are shown together with their Presence status and can
be contacted via instant messaging.
As a subscriber, you can add contacts from all directories to the Favorites list. For
favorites that do not come from the internal directory, instead of the symbol for the
Presence status, the symbol for the source of the contact is displayed.
The Favorites list manages contacts in groups. The contacts in all groups can be
sorted by First Name, Last Name or their original sorting order.
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When an internal subscriber is absent, you can determine the scheduled time of
his or her return by positioning the mouse pointer over the entry for that
subscriber, provided the subscriber has allowed his or her Presence status to be
visible to you.
For favorites with multiple phone numbers, you can specify a default number with
which the contact is to be called. The default phone number of a favorite can be
determined in the context menu from the symbol with the activated check box.
Related Topics
8.3.9 Journal
The journal is the list of all incoming and outgoing calls of a subscriber. It enables
subscribers to quickly and easily respond to missed calls and call back their
contacts or call them again directly from within the journal.
Folder for Call Types
The calls are arranged in the following groups:
•
Open
Contains the unanswered missed calls for which a call number was
transmitted. As soon as one of these calls is answered, all associated entries
with that call number are dropped from the list.
•
All calls
•
Missed
•
Answered
•
Internal
•
External
•
Inbound
•
Outbound
•
Scheduled
Contains all the calls that you (as a subscriber) have scheduled for specific
dates/times. The Scheduled Calls feature is not available to Contact Center
agents. In order for the communication system to execute a scheduled call,
myPortal for Desktop or myPortal for Outlook must be open at the scheduled
time; your presence status must be Office or CallMe, and you must confirm
the execution of the call in a dialog. If you are busy at the time the scheduled
call is to be made, the system defers the scheduled call until you are free
again. myPortal for Desktop or myPortal for Outlook informs you of any
pending scheduled calls on exiting the program. On starting the application,
myPortal for Desktop or myPortal for Outlook notifies you about any
scheduled calls for which the scheduled time has elapsed. You can then
either delete such calls or save them with a new scheduled time.
Not all folders for call types are available in the modern user interface myPortal
for Desktop.
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Retention Period
The system saves a record of the calls in the Journal for a maximum period of
time, which can be configured by the administrator. As a subscriber, you can
reduce this time. After the retention period expires, the system automatically
deletes all associated entries.
INFO: The retention period also determines the maximum time
period for evaluations with myReports.
Grouped by time period
The calls in each group are arranged by time, e.g.: Today, Yesterday, etc., Last
Week, Last Month and Older. Your administrator can set the duration for which
calls should be saved in the Journal. After this set time period expires, the entries
are automatically deleted. The grouping by time period is not available in the
modern user interface of myPortal for Desktop.
Call Details
Every call is shown with the Date and Time and, if available, with the call number.
If a directory contains further details on the call number such as the Last Name,
First Name and Company, then this information is also shown. In addition, the
Direction, Duration and Call Complete columns are also displayed in most
folders. Not all call details are available in the modern user interface of myPortal
for desktop.
Sorting
You can sort the calls in the Journal by any column in ascending or descending
alphanumeric order.
You can jump within the Journal to the first call whose entry begins with a specific
character in the sorted column, e.g., to the first Last Name beginning with "P". By
entering subsequent characters, you can then narrow the search. Sorting is not
available in the modern user interface of myPortal for Desktop.
Export
As a subscriber, you can export the journal as a CSV file using
myPortal for Desktop or myPortal for Outlook:
Related Topics
8.4 Calls
For calls, convenient features such as a desktop dialer, screen pops and the
option to record calls and conferences (LX/MX) are available to subscribers.
Related Topics
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8.4.1 Call Number Formats
Call numbers can be specified in different formats.
Format
Description
Example
Canonical
Begins with + and always
+49 (89) 7007-98765
includes the country code, area
code and the full remaining
station number. Blanks and the
special characters + ( ) / - : ; are
allowed.
Dialable
Exactly as you would dial the call • 321 (internal)
number on the phone, always
• 0700798765 (own local network)
with the trunk access code.
• 0089700798765 (external local
network)
• 0004989700798765 (international)
INFO: If possible, you should always use the canonical call
number format. This ensures that a phone number is always
complete, unique and consistent in any situation, even in a
network.
When dialing an external station (dialable format) manually, the CO access code
must always be dialed as well. The CO access code must likewise also be
specified when manually entering the destination number for the CallMe service
in myPortal for Desktop and myPortal for Outlook.
When dialing an external phone number in dialable format from a directory and
when using the Desktop Dialer and Clipboard Dialer, the communication system
automatically adds the CO access code (route 1). The automatic addition of the
CO access code also occurs when you select a phone number of your own
personal data (Mobile number, Private Number, External Number 1, External
Number 2, etc.) as a destination number for the CallMe service.
INFO: For calls within the USA via CSTA to a number in
canonical format, phone numbers are converted to the dialable
format.
Related Topics
8.4.2 Desktop Dialer and Clipboard Dialer
The Desktop Dialer and Clipboard Dialer enable users with myPortal for Desktop
(Windows) or myPortal for Outlook to call a selected destination or a destination
copied to the Windows clipboard via a key combination from many Windows
applications, e.g., from an Outlook e-mail.
Depending on the type of string used, the Dialer works as follows:
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•
A phone number in dialable or canonical format is dialed directly.
•
A station number in dialable format is dialed directly if the communication
system can decide whether an internal or external destination is involved.
Otherwise, the user is asked to make the appropriate selection.
•
A string containing letters is searched in the directories as a first name or
company.
Windows applications that were implemented with standard Windows-compliant
components usually support the Desktop Dialer and Clipboard Dialer, but 16-bit
applications do not.
Related Topics
8.4.3 Screen Pops
Screen pops in myPortal for Desktop and myPortal for Outlook offer you
convenient ways to respond to incoming calls or new voicemails with a single
mouse click, for example.
Some buttons in the screen pops change, depending on the situation.
Screen pops for calls show the caller's phone number and name (if the name
details are available in a directory). The directories are searched in a specific
order: The first hit, if found, appears in the screen pop.
As a subscriber, you can activate or deactivate the following screen pops (also
called pop-up windows or tray pops):
Screen pops
myPortal for Deskt
op
myPortal for Outlo
ok
Inbound call
x
x
Outbound call
x
-
New voicemail
x
x
New fax message
x
x
Change of own Presence status
x
-
Open personal contact on incoming call
x
Opening Outlook Contacts for Incoming Calls
x
Related Topics
8.4.4 Record calls
A subscriber can record calls. Recorded calls appear in the voicemail box.
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INFO: Note that in most countries you are legally required to
notify the other party that you are recording the call. In some
countries (such as France, for example), the other party is
automatically notified by the system.
As an administrator, you can allow or prevent the recording of calls and
conferences (LX/MX) on a system-wide basis. In addition, you can optionally
configure the playback of an announcement or warning tone at the start of the
recording.
As a subscriber, you can control the recording of calls via myPortal for Desktop or
myPortal for Outlook. Recorded calls are identified in the voicemail box with a red
dot and show the call number of the other party if available.
Ongoing recordings are automatically stopped by a consultation hold, placing a
call on hold, transfers and the initiation of a conference.
Related Topics
8.5 Conferences
In a conference, multiple participants (including external parties) can
communicate with one another at the same time.
Related Topics
8.5.1 Conference Management (LX/MX)
Conference management enables subscribers to use different types of
conferences.
Types of Conferences
The different types of conferences offer the following features:
Ad-hoc
Usage
• Phone-controlled
• Applicationcontrolled
Scheduled
Permanent
Open
• Applicationcontrolled
• Applicationcontrolled
• Applicationcontrolled
Start
• Manually
• Scheduled
• Manually
• Manually
End
• Manually
• Scheduled
• Manually
• Manually
• Manually
Duration of the
reservation of
conference channels
• 1 hour by default
• Scheduled
• Until the
deactivation or
deletion of the
conference
• Until the
deactivation or
deletion of the
conference
Extension
x
x
-
-
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Ad-hoc
Scheduled
Permanent
Open
Recurrence
• Manually
• Scheduled
-
-
Direction of connection
setup from the
viewpoint of
OpenScape Office
• Outbound
• Outbound
• Inbound
• Inbound
Set of participants
• Fixed
• Fixed
• Fixed
• Open
• Individual
conference ID
(optional)
• Individual
conference ID
(optional)
• Shared conference
ID (optional)
• Inbound
Authentication of
conference participants
• Password (optional) • Password (optional)
Recording, if enabled in • Manually (On
OpenScape Office
Demand
Conference
Recording)
• Automatically (Auto
Conference
Recording)
• Automatically (Auto
Conference
Recording)
• Automatically (Auto
Conference
Recording)
• Manually (On
Demand
Conference
Recording)
• Manually (On
Demand
Conference
Recording)
• Manually (On
Demand
Conference
Recording)
Invitation by E-mail
with:
• Conference Name
• Conference Name
• Conference Name
• Conference Name
• Link for Web
Collaboration
session
• Dial-in number
• Dial-in number
• Dial-in number
• Conference ID
• Conference ID
• Conference ID
• Password
• Password
• Password
• Date and time of the
start and end of the
conference
• Link for Web
Collaboration
session
• Link for Web
Collaboration
session
Outlook appointment as an e-mail attachment
(.ics)
x
-
-
Application-controlled conference
As a subscriber, you can initiate, control and manage a conference with the
Conference Management feature of myPortal for Desktop or
myPortal for Outlook.
Phone-controlled Conference
As a subscriber, you can initiate a phone-controlled conference and then control
it via the phone by the following methods:
180
•
Call the desired conference participant and connect him or her to the
conference
•
Extend a consultation call into a conference
•
Extend a second call into a conference
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Virtual conference room
The virtual conference room enables you to follow a conference and its
participants in a graphical environment (for application-controlled conferences)
and to also manage the conference if you are the conference controller. The
virtual conference room shows the phone number, name and presence status to
the conference participants, where available.
Dial-in Number
As an administrator, you can change the conference dial-in numbers that were set
up during basic installation. As a subscriber, you can display the dial-in number
for a conference.
Conference Controller
The initiator of the conference is automatically the conference controller until this
is explicitly changed. Depending on the type of conference, the controller can:
•
Add or remove conference participants (for application-controlled
conferences):
Removed participants do not remain in the conference.
•
Disconnect or reconnect conference participants:
Disconnected participants remain in the conference. When the conference
controller is connecting a conference participant, all other conference
participants remain connected to one another. If there is only one participant
connected, that participant will hear music on hold.
•
Record a conference
Recorded conferences are identified in the voicemail box with a red dot and
show the call number of the first conference participant, if available.
Conferences in which a participant is on hold cannot be recorded.
•
Set another internal participant on the same node as the conference
controller
•
Extend the conference
•
Leave the conference without ending it:
The longest attending internal participant of the conference automatically
becomes the conference controller.
•
End the conference
Conference Participants
Conference participants can leave the conference and optionally dial-into it again
(scheduled and permanent conferences). As long as a conference has only one
participant, the participant hears music on hold. As an administrator, you can
specify whether multiple external conference participants are allowed. The
maximum number of external conference participants is determined, among other
things, by the number of available trunks.
Conference Tone
When connecting or disconnecting a conference participant, the other
participants hear the conference tone. As an administrator, you can activate or
deactivate the conference tone.
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Automatic Termination without a Conference Controller
If there are only external subscribers left in a conference, the participants will hear
an alert tone after a specified time period. Following a further timeout, the
conference is automatically terminated by OpenScape Office. As an
administrator, you can edit these time values.
Notification by E-mail and Outlook Appointment
OpenScape Office can automatically notify conference participants by e-mail and,
for scheduled conferences, additionally through an Outlook appointment as an
attachment (.ics).
Event
New conference
Notified conference
participants
All
Outlook appointment
Automatic creation
Delete the conference
Automatic deletion
Reschedule the conference
Automatic update
Adding conference
participants
Remove conference
participants
Those affected
Automatic creation (those
affected)
Automatic deletion (those
affected)
This requires the administrator to have configured the sending of e-mails. In
addition, an internal conference participant must have specified his or her e-mail
address. For external conference participants, the initiator of the conference must
enter their individual e-mail addresses.
INFO: For e-mail notifications, no return acknowledgments are
obtained for failed deliveries or absence messages, since the emails are sent directly from OpenScape Office due to the
integration of Web Collaboration.
Further Calls
While participating in a conference, making a call or accepting another call
disconnects the participant from the conference.
Park, Toggle/Connect
The Park and Toggle/Connect features are not available in a conference.
Call Charges
Toll charges are assigned to the party who set up the toll call. When a conference
is transferred to another conference controller, all further charges are assigned to
that controller.
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System Load
As an administrator, you can display both active and saved conferences.
INFO: Permanent conferences occupy system resources
permanently. Since every subscriber can configure permanent
conferences with myPortal for Desktop or myPortal for Outlook,
you should, as the administrator, review the saved conferences
regularly to avoid resource bottlenecks.
Video Monitoring
Any ongoing video transmission, e.g., with OpenScape Personal Edition, must be
terminated before participating in a conference.
Related Topics
Related Topics
• Ad-hoc conference (LX/MX)
•
Scheduled Conference (LX/MX)
•
Permanent Conference (LX/MX)
•
Open Conference (LX/MX)
•
Web Collaboration Integration
•
Configuration Limits and Capacities
8.5.2 Ad-hoc conference (LX/MX)
An ad-hoc conference occurs spontaneously and is started manually by the
conference controller. The conference controller can save ad-hoc conferences in
order to set them up again at some later point in time.
Starting the Conference
The system opens the window with the virtual conference room automatically for
all internal conference participants, provided they have started
myPortal for Desktop with the classic user interface or myPortal for Outlook. The
system calls all conference participants simultaneously. On joining the
conference, each conference participant hears a greeting announcement with the
name of the conference controller.
Recording the Conference
Conference controllers can record a conference manually for themselves or for all
connected internal conference participants, provided the live recording of calls
has been activated in the system. Participants located in the own node receive
the recording in the voicemail box; participants in other nodes, via e-mail. The
duration of the recording is only limited by the available storage capacity of the
system.
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Ending the Conference
The conference controller can end the conference in the client or simply hang up.
Alternatively, the conference ends when all conference participants have left the
conference.
Related Topics
Related Topics
• Conference Management (LX/MX)
•
Scheduled Conference (LX/MX)
•
Permanent Conference (LX/MX)
•
Open Conference (LX/MX)
•
Web Collaboration Integration
8.5.3 Scheduled Conference (LX/MX)
A scheduled conference (Meet-Me conference) occurs at a pre-defined point in
the future with a defined duration and may be set up to recur repeatedly at the
same time.
A scheduled conference will run for the entire scheduled duration even if there are
no connected participants. The conference controller saves a scheduled
conference under a specified name.
Options for Configuring a Scheduled Conference
The initiator of the conference can define the following properties:
•
Start time and End time
•
Recurring conference
•
Presence of conference controller required
•
Authentication of conference participants on joining the conference required
(by entering a conference ID and password via the phone keypad).
INFO: Mobility Entry users must enter the code for DTMF suffix
dialing before their authentication.
The default password for conferences is 123456. The conference controller
can change this for the conference participants individually.
•
Language of announcements before the conference begins
•
Direction for the connection setup for each conference participant (default:
outbound).
Starting the Conference
The system opens the window with the virtual conference room at the scheduled
time automatically for all internal conference participants, provided they have
started myPortal for Desktop with the classic user interface or
myPortal for Outlook. If the presence of the conference controller is required, the
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system first calls the controller. After the successful authentication of the
controller, all the other conference participants are called simultaneously.
Conference participants who have forwarded their calls to their voicemail boxes
or who are determined to be absent by their presence status are not called.
Depending on how the connection setup has been configured, the system calls
the conference participants or the participants can dial in themselves. The system
announces every participant who joins the conference by name, as in: "... has
joined the conference", provided the initiator has recorded his or her name
announcement.
INFO: Conference participants of a scheduled conference
without authentication can only hear the announcement with the
name of the conference controller at the start of the conference,
provided they have already initiated a conference with
authentication earlier on one occasion.
Dialing In
Every conference participant can use the dial-in number to dial into the
conference within the scheduled time period, regardless of which direction for the
conference setup was set for that participant. Attempts to dial into the conference
outside the scheduled time period result in a corresponding announcement. To
dial in via an ITSP, the ITSP must support RFC 2833 (DTMF characters).
Forcing Authentication with the Star (*) Key
The conference controller can set the conference so that each conference
participant is forced to provide authentication by at least by pressing the * key.
This ensures that only the participants who are actually present are connected to
the conference, as opposed to a voicemail box, for example.
Extending the Conference
Ten minutes before the scheduled end of the conference, the participants hear an
announcement indicating that the conference is about to end and are offered the
option of extending the conference by dialing a specific digit. Any conference
participant can extend the conference by dialing that specific digit. The
conference controller can extend the conference in myPortal for Outlook at any
time.
Recording the Conference
Conference controllers can record a conference automatically or manually for
themselves or for all connected internal conference participants, provided the live
recording of calls has been activated in the system. Participants located in the
own node receive the recording in the voicemail box; participants in other nodes,
via e-mail. The duration of the recording is only limited by the available storage
capacity of the system.
Ending the Conference
The conference ends at the time scheduled for the end of the conference or if the
conference controller terminates the conference.
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Related Topics
Related Topics
• Conference Management (LX/MX)
•
Ad-hoc conference (LX/MX)
•
Permanent Conference (LX/MX)
•
Open Conference (LX/MX)
•
Web Collaboration Integration
8.5.4 Permanent Conference (LX/MX)
A permanent conference is not subject to time restrictions. The conference
participants can dial in at any time.
The conference controller saves a permanent conference under a specified
name. The conference is retained until it is explicitly deleted.
Options for Configuring a Scheduled Conference
The initiator of the conference can specify:
•
whether the conference participants need to authenticate themselves by
entering a conference ID and password via the phone keypad when joining
the conference.
INFO: Mobility Entry users must enter the code for DTMF suffix
dialing before their authentication.
The default password for conferences is 123456. The conference controller
can change this for the conference participants individually.
•
in which language the announcements before the start of then conference are
to be made.
Starting the Conference
As soon as the first conference participant dials in, the system opens the window
with the virtual conference room automatically for all internal conference
participants, provided they have started myPortal for Desktop or
myPortal for Outlook. All conference participants dial in themselves. The system
announces every participant who joins the conference, as in: "... has joined
the conference."
Dialing In
Every conference participant can use the dial-in number to dial into the
conference at any time. To dial in via an ITSP, the ITSP must support RFC 2833
(DTMF characters).
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Recording the Conference
Conference controllers can record a conference automatically or manually for
themselves or for all connected internal conference participants, provided the live
recording of calls has been activated in OpenScape Office. Participants located
in the own node receive the recording in the voicemail box; participants in other
nodes, via e-mail. The duration of the recording is only limited by the available
storage capacity of OpenScape Office.
Related Topics
Related Topics
• Conference Management (LX/MX)
•
Ad-hoc conference (LX/MX)
•
Scheduled Conference (LX/MX)
•
Open Conference (LX/MX)
•
Web Collaboration Integration
8.5.5 Open Conference (LX/MX)
Open conferences are intended for a fixed number of arbitrary participants. Any
participant who has the requisite access data can dial into them.
The conference controller saves an open conference under a specified name.
The conference is retained until it is explicitly deleted.
Options for Configuring an Open Conference
The initiator of the conference can specify:
•
The number of conference participants (max. 16).
•
whether the conference participants need to authenticate themselves by
entering a conference ID and password via the phone keypad when joining
the conference.
INFO: Mobility Entry users must enter the code for DTMF suffix
dialing before their authentication.
The default password for conferences is 123456. The conference controller
can change this for the conference participants individually.
•
what common conference ID is valid for all conference participants.
•
in which language the announcements before the start of then conference are
to be made.
Starting the Conference
All conference participants dial in themselves. The system announces every
internal participant who joins the conference, as in: "... has joined the
conference."
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Dialing In
Every conference participant can use the dial-in number to dial into the
conference at any time. To dial in via an ITSP, the ITSP must support RFC 2833
(DTMF characters).
Recording the Conference
Conference controllers can record a conference automatically or manually for
themselves or for all connected internal conference participants, provided the live
recording of calls has been activated in the system. Participants located in the
own node receive the recording in the voicemail box; participants in other nodes,
via e-mail. The duration of the recording is only limited by the available storage
capacity of the system.
Related Topics
Related Topics
• Conference Management (LX/MX)
•
Ad-hoc conference (LX/MX)
•
Scheduled Conference (LX/MX)
•
Permanent Conference (LX/MX)
8.5.6 Web Collaboration Integration
Together with myPortal for Desktop (Windows) and myPortal for Outlook, the
system also supports the convenient integration of the separate product
OpenScape Web Collaboration for simultaneous multi-media collaboration during
phone calls as well as phone-controlled and application-controlled (LX/MX)
teleconferences. This gives you quick access to functions such as desktop and
application sharing, file sharing, co-browsing, whiteboarding, URL Push, IM chat
and video chat with multiple participants.
Supported Types of Connections
The Web Collaboration integration supports phone calls as well as the following
types of application-controlled phone conferences of the system:
•
Ad-hoc conference (LX/MX)
•
Scheduled conference (LX/MX)
•
Permanent conference (LX/MX)
On initiating or configuring a telephone conference, the conference controller can
start one Web Collaboration session for simultaneous use with the same
participants. On rescheduling, deleting or ending a conference call, the related
Web Collaboration session is also rescheduled or deleted automatically.
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FastViewer
Web Collaboration includes FastViewer as a client. No local installation of
FastViewer is required. More information can be found in the Web Collaboration
product documentation.
INFO: In order to enable clients to start FastViewer automatically,
proxy authentication must be disabled on the FastViewer server.
Connecting to the Web Collaboration Session (LX / MX)
Internal conference participants with UC PC clients are automatically connected
to the appropriate Web Collaboration session on starting the conference. To do
this, FastViewer is automatically downloaded and opened in the background,
which may take several seconds. External conference participants with known email addresses receive an e-mail with an appropriate link to the Web
Collaboration session.
INFO: Users of a Mac OS must copy the link for the Web
Collaboration session into the web browser.
For a scheduled conference, it is possible to connect to the Web Collaboration
session as early as 5 minutes before the start of the scheduled conference.
Conference ID and Password (LX/MX)
The conference ID and password for a Web Collaboration session are identical to
the conference ID and password of the associated phone conference.
Instant Messaging and Web Collaboration
Note that Instant Messaging of the system and Instant Messaging of a
Web Collaboration session are mutually independent, i.e.: the instant messages
from a UC client do not appear in a Web Collaboration session of the same
participant, and vice versa.
Related Topics
Related Topics
• Conference Management (LX/MX)
•
Ad-hoc conference (LX/MX)
•
Scheduled Conference (LX/MX)
•
Permanent Conference (LX/MX)
8.6 Voice and Fax Messages
The Voicemail and Fax services integrated in the system (not for
OpenScape Office HX) enable subscribers to receive and manage voicemails
and fax messages via myPortal for Desktop and myPortal for Outlook. Fax
messages can be sent by subscribers using Fax Printer.
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Related Topics
8.6.1 Voicemail Box
The voicemail box records central voicemail and recorded calls. Subscribers can
access it via myPortal for Desktop and myPortal for Outlook.
Only voice messages longer than two seconds are recorded.
Managing Voicemail Messages
As a subscriber, you can listen to your voicemails:
•
via a PC with myPortal for Desktop or myPortal for Outlook
•
via your phone if your Presence status is Office or CallMe
•
via any external telephone
Using myAttendant, the Attendant can also listen to voicemails of other
subscribers who have explicitly allowed this.
The subscriber uses folders such as Inbox, Played, Saved or Deleted to manage
incoming voicemail messages.
Voice messages can also be played back, paused and forwarded to another
subscriber. The subscriber can also save voicemail messages in .wav format and
redirect them to any selected e-mail account. When listening to a voicemail, the
subscriber can directly call back the person who left a message.
The voicemail box can also be used by subscribers to manage recorded calls.
Recorded calls are identified in the voicemail box by an appropriate symbol.
Retention Period
As an administrator, you can configure the retention period for voice messages.
Prioritizing voicemail messages
Callers can flag their voicemail messages as normal, urgent or private.
In myPortal for Desktop and myPortal for Outlook, the prioritization of existing
voicemail messages is represented by different colors.
Subscribers who listen to their voicemail messages through the phone are first
notified how many messages are urgent, private and normal. Urgent messages
are played back first.
If the voicemail messages are forwarded as e-mails, the voicemails identified as
urgent are flagged as e-mails with high priority.
Functionality of the Voicemail Box
The administrator can define the scope of the voicemail box. He or she can
choose between:
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•
Full
Full functionality of the voicemail box (default value)
•
Short Menu
•
After the status-based or personal announcement is made, a connection to
the operator is offered.
•
No Menu
•
After the greeting announcement is played, the caller is directly taken to
record a message.
Displaying New Messages at the Telephone
Voicemail messages are signaled at the telephone. As soon as the voicemail has
been played, the indicators are deleted.
The type of signaling used for new voicemail messages depends on the phone
•
For all telephones, acoustic signaling occurs using a special dial tone.
•
For system telephones without a display, the Mailbox key also lights up (if
configured).
•
For system telephones with a display, the Mailbox key lights up (if configured),
and a message appears on the display.
Notification Service
Subscribers who are using myPortal for Desktop or myPortal for Outlook can
define whether the notification about the arrival of new voicemails should be
forwarded and, if so, to what destination.
Subscribers can also define whether the message should be forwarded as an email. In addition, they can choose to be notified about the arrival of new
voicemails by a phone call or an SMS.
Language of the Voicemail Box
As an administrator, you can select the default language of the voicemail box for
the menu prompts and the the internal system announcements on a system-wide
basis.
Dependencies
Topic
Dependency
Playing a message over the Subscribers can play back voicemails through the phone
phone
only in the Office or CallMe presence status. For all other
settings, the message can only be played back via the PC.
Related Topics
Related Topics
• AutoAttendant
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Voice and Fax Messages
8.6.2 Voicemail Announcements
Voicemail announcements notify callers about the Presence status of a
subscriber, for example.
Standard announcements are available in all languages. As a subscriber, you can
also record or import personal announcements for your voicemail box. The
corresponding standard announcement is overwritten by the personal
announcement in the process. As an administrator, you can change the standard
announcements by importing different announcements. The personal
announcements of subscribers are overwritten in the process. OpenScape Office
performs the automatic level control and normalization needed to meet the "USA
/ TIA 968 Signal Power Limitations" requirements.
Status-based Voicemail Announcements
Depending on the Presence status, the announcements for the voicemail box
change automatically; for example, if the Presence status is Meeting, then the
announcement may be something like: The subscriber is in a meeting until 3 p.m.
If the entered end of a meeting is reached, but the subscriber has not yet changed
his or her status back to "In Office", then the voicemail announcement is adapted
automatically or the voicemail announcement reverts automatically to "In Office"
(this is configurable by the subscriber).
System Language for Voicemail Announcements
The system language for the voicemail box is set at the country initialization. In
addition, the subscriber can set the language of his or her own voicemail box. A
caller will then hear the station-specific announcements in the language set by the
subscriber and the system-specific announcements in the system language.
Announcements Depending on Presence Status and Profile
The following table describes which greeting is heard by the caller, depending on
the set Presence status and profile. The caller menu refers to the central
AutoAttendant. The profile refers to the personal AutoAttendant of the subscriber
here. The default greeting, name and custom greeting for profiles must be
recorded by the subscriber. Depending on the configuration, the caller menu may
vary in length or may not be available at all.
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Busy
No answer
Do Not Disturb
Voicemail with Presence
status
Meeting
Sick
Break
Gone Out
...
Default greeting +
Name +
Caller menu
Presence status +
Caller menu
Voicemail box with blocked
Presence status
Default greeting +
Profile with dynamic
greeting
Custom Profile Greeting
Caller menu (if enabled)
Name +
Presence status +
Custom Profile Greeting
Profiles if dynamic greeting
is to be skipped
Custom Profile Greeting
Related Topics
Related Topics
• Central AutoAttendant
•
Personal AutoAttendant
8.6.3 Phone Menu of the Voicemail Box
You can access your voicemail box, change your Presence status and also use
other functions from a phone.
The password for accessing your voicemail box is the same as for myPortal for
Desktop or myPortal for Outlook. Selections are made in the phone menu by
entering digits at the phone. You can also enter a digit during an announcement
to speed up operations.
Main Menu
The main menu is the first menu you hear on reaching the voicemail box.
Depending on your choices, you are then taken to further menus or functions.
Digit
1
Function
Mailbox
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New
1
Replay
2
Call back
3
Next message
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Voice and Fax Messages
Digit
Function
2
4
Save
5
Save as new
6
Delete
7
Copy to other voicemail box
0
Date and Time
Played
(same functions as those under New)
3
Saved
(same functions as those under New)
4
Deleted
(same functions as those under New)
2
3
Change Status
1
Office
2
Meeting
3
Sick
4
Break
5
Gone out
6
Vacation
7
Lunch
8
Gone Home
Record announcements
1
Name
2
Default Greeting
3
Presence-based greetings
4
4
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0
Busy
1
No Answer
2
Meeting
3
Sick
4
Break
5
Gone out
6
Vacation
7
Lunch
8
Gone Home
CLI Recognition
Change Password
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Digit
Function
5
Leave message for extension
6
Connect to extension
9/0
Connect to Attendant Console
General functions
The following functions are available under different menu items:
Digit
Function
1
Confirm
2
Edit
*
Enter the station number
#
Up one level
Related Topics
8.6.4 Fax Box
The fax box enables subscribers to receive and send fax messages via myPortal
for Desktop or myPortal for Outlook without a fax machine.
As an administrator, you can configure a fax box for licensed Comfort Plus
subscribers. In addition, you can connect fax devices or fax servers via the a/b or
ISDN interface.
As a subscriber, you can access your fax messages via myPortal for Desktop or
myPortal for Outlook. myAttendant can access the fax messages of subscribers
who have explicitly allowed this.
Managing Fax Messages
The subscriber can manage received fax messages by moving them to different
folders (Saved or Deleted, for instance). The fax messages can also be forwarded
to another subscriber. The subscriber can also save fax messages as TIFF files
and redirect them to any selected e-mail account.
Retention Period for Fax Messages
OpenScape Office automatically deletes fax messages for which the following
retention periods are exceeded:
Fax message
Retention period (days)
New
120
Read
365
Sent
365
Deleted
60
Related Topics
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Voice and Fax Messages
8.6.5 Sending Fax Messages with Fax Printer
Fax Printer is an application for sending fax messages with centrally provided or
individually created cover sheets from Windows applications such as Microsoft
Word, for example.
Fax Printer consists of the following components:
•
Fax Printer Cover Editor
•
Fax-Drucker-Treiber
Fax Printer can be used from all the usual Windows programs. Fax groups make
distribution easier. Fax messages are sent as an e-mail or directly to the Desktop.
A screen pop notifies the subscriber when the fax is sent successfully.
Header Rows
As an administrator, you can configure different header lines for Fax Printer users.
You can also define a header line as the default. Header lines may include the
following elements:
Details
Placeholder
Date / Time
{{date_time}}
Company Name
{{company_name}}
User name
{{user_name}}
Company Ph.
{{company_number}}
Page number
{{page_number}}
Number der pages {{page_count}}
The header lines of fax messages sent with Fax Printer may only include
characters from the ANSI character set. In other words, no special or diacritical
characters such as umlauts are allowed. Since the header line may basically
include the sender's name, no special or diacritical characters should appear in
the names of the subscribers as well.
Related Topics
8.6.6 Notification Service for Messages
The system can optionally notify you (as a subscriber) about a new message by
e-mail, by phone or with an SMS.
The Notification Service works as follows:
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Notification
for voicemail
for fax message
Prerequisite
s
E-mail
You receive an e-mail with
the message as a WAV file,
the date and time it was
received, the duration of the
message and, if available,
the phone number and name
of the sender. If the size of
the WAV file exceeds a
defined value, it is not
attached to the e-mail. This
value can be changed by the
administrator of the
communication system; the
default is 10 MB. Voicemails
with "urgent" priority are
flagged as e-mails with
"High" importance. E-mails
with a voicemail have a
separate symbol in Outlook.
If you are using an IMAP
mailbox that shows only the
e-mail headers, the usual email icon will appear instead.
You receive an e-mail with
the message as a TIFF file,
the date and time it was
received, the number of
pages and, if available, the
phone number and name of
the sender. If the size of the
TIFF file exceeds a defined
value, it is not attached to
the e-mail. This value can be
changed by the
administrator of the
communication system; the
default is 10 MB. E-mails
with a Fax message have a
separate symbol in Outlook.
If you are using an IMAP
mailbox that shows only the
e-mail headers, the usual email icon will appear instead.
The sending
of e-mails
has been
configured
SMS
You receive an SMS about the received message at the
phone number defined by you.
by phone
Your voicemail box calls you at the number you have
specified and plays back the
message to you.
The SMS
template has
been
configured.
As a subscriber, you can enable or disable every type of notification for each
Presence status individually. The notification by phone can be restricted to the
business hours configured by the administrator. You can define the number and
intervals for the repeated attempts for the notification by phone.
Related Topics
8.6.7 Sending E-mails
The feature for sending e-mails enables e-mail notifications about new voice and
fax messages to be sent to subscribers and system messages to be sent to
administrators by e-mail.
Related Topics
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Voice and Fax Messages
8.6.8 SMS Template
An SMS template enables subscribers to be notified about new voicemails with
an SMS.
In order to receive SMS messages, a personal mobile e-mail address of the
respective provider must be first activated. To do this, the subscriber sends an
activation SMS to a speed-dial number. The subscriber then receives an SMS
with his or her personal e-mail address, which is usually composed of the call
number and the gateway name. For example, the mobile e-mail address for a TMobile customer with the phone number 0171/1234 567 would be:
01711234567@t-mobile-sms.de. This applies analogously to other networks as
well.
An SMS template consists of the Template Details and SMS Details areas. The
administrator must enter the name of the template in the Template Details area.
This is usually the name of the E-mail-to-SMS Provider.
The specifications in the SMS Details area depend on the Provider. Under
Recipient, the administrator must enter the e-mail address to which the SMS is to
be sent. The entry for the Subject line may be freely selectable or require the
customer number to be entered by the administrator.
INFO: Every Provider requires a specific template. The required
data can be obtained from the respective mobile service provider.
Placeholder
SMS templates may include the following placeholders in the Recipient, Subject
or Text field:
Details
Placeholder
Mobile number to which the message is to be sent
{{MobileNumber}}
Name or call no. of the sender
{{Sender}}
Date and time of receiving a message
{{DateTime}}
Caller number
{{CallingNumber}}
Priority of message
{{Priority}}
System-Specific Information
The length of the message is reduced to the first 160 characters.
Related Topics
8.6.9 Fax over IP (T.38 Fax) (LX/MX)
Fax over IP enables the transmission of fax messages over the Internet in
accordance with the G2 and G3 standards by using the network protocol IFP
(Internet Facsimile Protocol).
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The system supports the following scenarios for T.38:
•
A subscriber receives fax messages via an ITSP (Internet Telephony Service
Provider) at his or her fax box and sends faxes to external locations with
Fax Printer via the ITSP.
•
A subscriber receives fax messages via an AP 1120 (SIP) at his or her fax box
and sends faxes with Fax Printer via an AP 1120 (SIP).
•
A subscriber receives fax messages via a Mediatrix 4102S (SIP) at his or her
fax box and sends faxes with Fax Printer via a Mediatrix 4102S (SIP).
•
Stations can receive fax messages via an ITSP (Internet Telephony Service
Provider) on a fax device that is directly connected to a GMSA, GMAA, GMAL
or GMS module and send faxes from this fax device via the ITSP to external
destinations.
•
Stations can receive fax messages via an ITSP on a fax device that is
connected to an AP 1120 and send faxes from this fax device via the AP 1120
and ITSP to external destinations.
•
Stations can receive fax messages via an ITSP on a fax device that is
connected to a Mediatrix 4102S and send faxes from this fax device via the
Mediatrix 4102S and ITSP to external destinations.
•
Stations can receive fax messages via ISDN (GMSA module) on a fax device
that is connected to an AP 1120 and send faxes from this fax device via the
AP 1120 and ISDN to external destinations.
•
Stations can receive fax messages via ISDN (GMSA module) on a fax device
that is connected to a Mediatrix 4102S and send faxes from this fax device via
the Mediatrix 4102S and ISDN to external destinations.
•
A station can send fax messages from a fax device that is connected to an
AP 1120 to another fax device that is also connected to an AP 1120.
•
A station can send fax messages from a fax device that is connected to a
Mediatrix 4102S to another fax device that is also connected to a
Mediatrix 4102S.
•
Internal fax message from a fax device at a GMSA module to a fax device at
an AP 1120 and vice versa.
•
Internal fax message from a fax device at a GMSA module to a fax device at
a Mediatrix 4102S and vice versa.
•
Internal fax message from a fax device at a GMSA module to a fax box and
vice versa.
INFO: T.38 and G.711 must be activated in the system and in the
AP 1120. SIP must be activated in the AP 1120.
T.38 must be activated in the system for the fax box. In order to
send faxes from OpenScape Office via an ITSP, the ITSP must
support T.38.
Related Topics
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Instant Messaging
8.7 Instant Messaging
Instant Messaging refers to communicating with instant messages (usually called
a chat).
Related Topics
8.7.1 Instant Messaging
Instant Messaging enables you to chat with other peers. The system also
supports instant messaging with an external communication partner via XMPP
and multi-user chats, as well as both in combination.
Instant Messaging is possible with the following clients:
•
myPortal for Desktop
•
myPortal for Outlook
•
myAgent
•
myAttendant
As an administrator, you can enable or disable instant messaging on a systemwide basis. The sent and received instant messages are presented to the
communication partners as an interactive dialog. On selecting a recipient, the
client shows whether the communication partner is currently online. If one of the
communication partners is offline, the following occurs with the instant message,
depending on the type of the selected recipient:
Recipients
Behavior
Individual subscribers
The instant message is displayed at the
next login.
Group in Favorites
The instant message is never displayed for
the subscribers who are offline.
External Instant Messaging
As a subscriber, you can also chat with one external XPP communication partner
(e.g., a Google Talk user).
Multi-user chat
A multi-user chat is the exchange of instant messages with multiple
communication partners. Here too, the system supports a maximum of one
external XMPP communication partner.
Instant Messaging and Web Collaboration
Note that Instant Messaging of the system and Instant Messaging of a
Web Collaboration session are mutually independent, i.e.: the instant messages
from a UC client do not appear in a Web Collaboration session of the same
participant, and vice versa.
Related Topics
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AutoAttendant
8.8 AutoAttendant
Depending on the presence status of the called party, the AutoAttendant offers
callers options to route voice calls to fixed numbers or their voicemail box. Callers
signal their choice by entering digits at the phone.
Related Topics
Related Topics
• Voicemail Box
8.8.1 Central AutoAttendant
The central AutoAttendant is the system AutoAttendant, which can be configured
by the administrator.
As an administrator, you can do the following for any station numbers:
•
Record or import announcements for the central AutoAttendant. On importing
announcements, the system performs the automatic level control and
normalization needed to meet the "USA / TIA 968 Signal Power Limitations"
requirements.
By default, announcements for the central AutoAttendant are available in all
languages. Consequently, if you change these announcements, please take
all languages into account.
•
Configure profiles for the central AutoAttendant
•
Configure the central AutoAttendant for specific times and on the basis of
rules by using schedules Schedules also make it possible to offer advanced
selection options such as dialing by name, for example.
Related Topics
Related Topics
• Voicemail Announcements
8.8.2 Personal AutoAttendant
The personal AutoAttendant is the customized AutoAttendant, which can be
configured by subscribers.
Personal AutoAttendant
As a subscriber, you can do the following for your station number with
myPortal for Desktop or with myPortal for Outlook:
•
Record or import announcements for the personal AutoAttendant.
•
Configure profiles for the personal AutoAttendant
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AutoAttendant
The relevant calls are first handled by the central AutoAttendant.
Related Topics
Related Topics
• Voicemail Announcements
8.8.3 Announcements for the AutoAttendant
The AutoAttendant uses the following voicemail announcements: name
announcements, automatic situation-specific (dynamic) announcements and
personal announcements.
When this profile is activated, the voicemail box plays back the following
announcements:
•
Name announcement:
If dynamic announcements have been activated, the name announcement
recorded by the subscriber is used as a greeting, except in cases where the
presence status of that subscriber is Office, CallMe or Do Not Disturb.
•
Dynamic announcements:
If dynamic announcements have been activated, the voicemail box generates
situation-based announcements for the presence status (except for Office,
CallMe and Do Not Disturb) with an indication of the scheduled time of return
for that subscriber, e.g., "... is in a meeting until two thirty
p.m. today". The playback of dynamic announcements can be activated
separately for each profile. If the dynamic announcements for a profile have
been activated, subscribers can activate or deactivate the announcements for
their presence status for certain callers and for all external callers separately.
•
Personal announcement for the profile:
In order activate a profile, an announcement for that profile must be first
recorded to indicate the appropriate digits and associated choices to callers,
e.g.: "To leave a message, press 1. To speak with an operator, press 2". If the
subscriber has disabled dynamic announcements for the profile, he or she
may find it useful to start the personal announcement by indicating his or her
presence status.
The voicemail box plays back announcements for a profile in the following order
(from left to right):
Profile
202
Name
announcement
Dynamic
greetings
Personal
announcement
for profile
Busy
-
-
x
No answer
-
-
x
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AutoAttendant
Profile
Meeting
Sick
Break
Name
announcement
Dynamic
greetings
Personal
announcement
for profile
x (if dynamic
announcements
have been
enabled)
x (if dynamic
x
announcements
have been
enabled)
-
-
Gone Out
Vacation
Lunch
Gone Home
Do Not Disturb
x
Example: dynamic announcements enabled
Profile
Meeting
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Name
announcement
Dynamic
greetings
"Natalie Dubois" "is in a
meeting
until two
thirty p.m.
today".
Personal
announcement
for profile
"To leave a
message, press
1. To speak with
my
representative,
press 2."
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Unified Communications
AutoAttendant
Example: dynamic announcements disabled
Profile
Gone Out
Name
announcement
-
Dynamic
greetings
-
Personal
announcement
for profile
"I am currently
out of the office.
To leave a
message, press
1. To speak with
my
representative,
press 2. To
forward this call
to my mobile
phone, press 3."
INFO: Continuous announcements may only be in the first
position of the call list.
After an SST or CT from the AutoAttendant, the call list of the
subscriber is followed, but no announcements are played back.
The accompanying announcement feature for calls is only
implemented with continuous announcements in the first position
of the call list.
Related Topics
8.8.4 Profiles for the AutoAttendant
Profiles for the AutoAttendant define the choices for callers, depending on the
presence status.
Each profile can be activated separately. By default, no profile is active. If a profile
has been deactivated, the default behavior of the voicemail box applies to the
presence status involved.
INFO: In order to enable callers to reach the voicemail box on
Busy and No Answer, the administrator must set up call
forwarding to the voicemail box. Alternatively, you can also do this
as a subscriber, by setting up a "call diversion after time" on your
phone.
Related Topics
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Attendant Console Functions
8.9 Attendant Console Functions
A wide range of Attendant Console functions are available to you via the
myAttendant application. Subscribers can be easily managed here via user
buttons. In addition, messaging functions (voicemail, faxes, instant messages,
SMS, and e-mails) are available via the Message Center.
Related Topics
8.9.1 Subscriber Management
Subscriber management is performed in myAttendant via user buttons, the
internal directory, and the external directory. Internal subscribers are referred to
as users in the user interface; external subscribers are referred to as contacts.
User Buttons
The user buttons are located on the Default tab and are a part of the main window
of myAttendant.
The user buttons are sorted in alphabetical order by default.
There are 90 user buttons available on a user buttons tab.
You can configure multiple tabs for user buttons and select the names for these
user buttons freely.
Internal subscribers (users) can be assigned to user buttons.
Related Topics
8.9.2 Message Center
All voicemails, faxes, instant messages as well as SMS messages and e-mails
are recorded and managed via the Message Center of myAttendant.
Messages can also be managed for other subscribers, provided these
subscribers have granted the appropriate permission for this.
The Subscriber List window, contains a list of all communication system
subscribers with their presence/absence status. Your own status is displayed first
in a drop-down message overview. The other subscribers follow in alphabetical
order.
Depending on what is selected in the message overview, message details are
displayed, including a table of message-specific information that can be selected
for further processing.
The various message types can be processed as follows:
•
Voice Messages (i.e., voicemails) can be played back, deleted and
forwarded,
•
Instant messages (Instant Messaging) can be read, written and sent to
internal subscribers.
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Attendant Console Functions
•
SMS messages can be read, written and sent to internal subscribers.
•
E-mails can be read, written and sent to internal subscribers.
•
Fax messages can be forwarded.
INFO: Instant messages are frequently referred to as LAN
messages or LAN notes in the user interface.
Text Modules for Instant Messaging
You can use instant messages saved as text modules to communicate with
subscribers.
Related Topics
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Functions at the Telephone (LX/MX)
Making Calls (LX/MX)
9 Functions at the Telephone (LX/MX)
The communication system offers a comprehensive set of telephony features
extending from the usual features such as hold, toggle/connect and consultation
hold, etc., through various call signaling mechanisms, down to call transfers, call
deflections and call forwarding.
Related Topics
9.1 Making Calls (LX/MX)
The communication system offers many ways to make calls, including, among
other things, direct station selection and speed dialing.
Related Topics
9.1.1 Digit Dialing
In the case of digit dialing, every digit is transmitted as soon as it is dialed.
The call setup begins immediately after the input of the first digit. Consequently,
the subscriber has no way to edit the dialed number.
Related Topics
Related Topics
• En-Bloc Dialing
9.1.2 En-Bloc Dialing
In en-bloc dialing, connections are only established after the complete phone
number has been entered. The call number is transferred as a single block.
The transmission of the dialed number can be initiated by entering the end-ofdialing code (#).
En-bloc dialing is mandatory for:
•
ITSP trunk connection
•
ISDN Primary Rate Interface in the U.S.
After 5 seconds without the input of a digit, the last entered digit is interpreted as
the final digit of the number block.
Related Topics
Related Topics
• Digit Dialing
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Functions at the Telephone (LX/MX)
Making Calls (LX/MX)
9.1.3 End-of-Dialing Recognition
End-of-dialing is either recognized automatically after five seconds or indicated
manually by the user with the end-of-dialing code "#".
Related Topics
9.1.4 Editing the Telephone Number
This option lets subscribers modify the digits entered for the station number. This
function is common in mobile phones. A call number can only be corrected as it
is being entered.
After entering a sequence of digits, the user can edit it from right to left by pressing
a key; each time the key is pressed, one digit is deleted. Once the correct digit
sequence is entered in full, the user can press the confirm key or lift the handset
to start digit transmission.
It is not possible to edit a saved call number, for example, for number redial.
INFO: This feature can be individually activated for every station.
Dependencies
Topic
Dependency
Call waiting
Call waiting is possible during editing because the
telephone is in digit input state and is busy for incoming
traffic.
Consultation Hold
The telephone is in digit input state after a consultation.
This makes it possible to edit station number digits.
Related Topics
9.1.5 Redialing
The phone number dialed is saved after an external call is set up. If the
destination was busy or not reachable, a user can press the Redial key to redial
the same number.
Internal calls are ignored by the redial memory.
Post-dialed digits (also called DTMF characters), if any, are not seen as part of
the dialing information and are therefore not saved (e.g., digits sent to a
connected voicemail box).
The Redial function can only be activated via a key, not via an access code.
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To retrieve a specific number and use it to set up another call, press the Redial
key. Press the key once to dial the last number dialed. Press the key twice to dial
the next-to-the-last number dialed. Press the key three times to dial the number
that was stored the longest.
The station number saved is automatically dialed after 2 seconds when you press
the Redial key. If you need more time to read the displayed station number, select
"scroll" with the Confirm Key. Click "Next" to display the next phone number
saved. This is phone number is dialed only on selecting the "Make Call"
command. This gives you much more time to check if the correct phone number
was selected.
Dependencies
Topic
Dependency
System/station speed
dialing
The used speed-dial number is stored in the redial
memory.
Lock code
You cannot use redial if the telephone lock is active.
Background Information
If a call is routed via LCR (least cost routing), only the number dialed by the station
is stored.
Account codes (ACCT) entered are also stored in the redial memory. This is true
only if the appropriate system-wide flags are set.
Related Topics
9.1.6 System Speed Dialing
You can save frequently needed external phone numbers in the communication
system. Every number is then represented by a speed-dial number which is used
instead of the full phone number.
Speed-dial numbers consist of 3-digit numbers.
All subscribers are members by default of a group that is assigned all SSD
numbers. This means that every subscriber can use all SSD numbers.
The numbers for system speed dialing are configured by the administrator in
groups. The subscribers can each be assigned to one of these groups. A
subscriber can only use the speed-dial numbers of his or her allocated group. A
group can only be assigned a single SSD range.
To program a "dial pause" and DTMF changeover for suffix dialing of DTMF
characters (e.g., for controlling voicemail boxes), you can use the Repdial "P-key"
or "#" (pound) key.
•
A name can be associated with each destination.
•
Suffix-dialing is also possible:
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Making Calls (LX/MX)
–
Manual suffix-dialing
The user can select additional numbers by selecting the access code and
entering the index number (speed-dial number). These are added to the
station number saved in this index and dialed.
–
Automatic suffix-dialing
When configuring an SSD, the number entered can be split into two parts.
A dash "-" is used as the separator. The first part is always sent. A timer
then starts. If the user does not dial any more digits before the timer
expires, the second part of the number entered is automatically suffixdialed, otherwise the manually dialed digits are transmitted.
For example: SSD = 7007–0
If the station does dial a DID (manual suffix-dialing) after selecting the
SSD and before the specified time has expired, 0 is automatically dialed
(automatic suffix-dialing).
You can import speed-dial lists from a CSV file in ANSI or ASCII format. File
structure: 3-digit speed dial;CO access code (0) with long number;last name, first
name (separated by semicolons). Example:
•
000;089700798765;SEN_000
INFO: A CSV template for importing speed-dial numbers can be
found under Service Center > Download Center > CSV
Templates.
Dependencies
Topic
210
Dependency
Translation of station
numbers to names
You can assign a name to each speed-dialing destination.
As soon as a call is received from a saved phone number,
the system automatically enters the name and displays it
instead of the phone number if CLIP is set.
Tenant system
System speed dialing can only be configured once per
communication system. CON groups must be configured
to restrict access to speed-dial number ranges to prevent
system-based subscribers in a tenant systems from using
the SSDs of the other system. If not, the dialing attempt is
rejected with the message "not authorized". The speed-dial
number ranges can overlap in the CON group.
Entrance Telephone (Door
Opener)
The entrance telephone cannot access speed-dialing
numbers.
Lock code
System speed dialing is possible when the lock code is
active.
Toll restriction
SSD overrides the toll restriction rules.
Redialing
The used speed-dial number is stored in the redial
memory.
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Making Calls (LX/MX)
Background Information
The subscriber must enter the external call number with the external code (e.g.,
0).
Related Topics
Related Topics
• Individual Speed Dialing (ISD)
9.1.7 Individual Speed Dialing (ISD)
Individual Speed Dialing (ISD) enables every subscriber to save 10 external
numbers as individual speed-dial numbers in addition to the system speed-dial
numbers.
All authorized phones and PC clients can access this feature.
You cannot store internal station numbers and features as station speed-dial
numbers.
Dependencies
Topic
Dependency
Non-display telephones
Following station number entry, telephones without a
display must wait for the confirmation tone.
Lock code
You cannot use station speed dialing if the telephone lock
is active.
Background Information
External numbers can be programmed in the ISD pool. Access depends on the
station’s dial-up access rights. Before entering the station number, the subscriber
must enter the external code (e.g., 0).
The Redial key or the pound (#) key is used to program a dial pause or DTMF
changeover.
Names cannot be assigned to station speed dial numbers.
Related Topics
Related Topics
• System Speed Dialing
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Making Calls (LX/MX)
9.1.8 Direct station select
The function keys on a telephone or add-on device can be programmed as DSS
keys. These are programmed with the phone number of an internal subscriber or
a group for this. Press a key of this kind to initiate an immediate call to the
programmed destination (DSS). The current status of the subscriber or of the
group is indicated by the LED associated with the DSS key.
A DSS (direct station selection) key can also be used to transfer a call quickly to
the programmed subscriber or group. Pressing a DSS key during a call with an
external party places the ongoing call on consultation hold. The transferring
subscriber can transfer the call to the transfer destination by replacing the
handset (unscreened transfer). He or she can also wait until the transfer
destination responds before transferring the call (screened transfer). If the
transfer destination does not answer, an automatic recall is enabled.
Statuses of a DSS Key LED
The DSS key LED shows the current status of the programmed station:
•
Off: the associated subscriber is not conducting a call.
•
Lit: the associated subscriber is conducting a call or has activated Do Not
Disturb.
•
Flashing fast: the associated subscriber is conducting a call. The call can be
accepted by pressing the Direct Station Select (DSS) key.
•
Flashing slowly: the associated subscriber is being called and has not yet
answered. The call can be accepted by pressing the Direct Station Select
(DSS) key.
Dependencies
Topic
ISDN phones, SIP phones
Dependency
Direct Station Select (DSS) keys cannot be programmed
for ISDN or SIP telephones.
Related Topics
9.1.9 Speaker Calls / Direct Answering
The Speaker call function lets you set up an internal connection without the called
subscriber lifting the handset. The loudspeaker on the called station is
automatically activated.
On phones equipped with a speakerphone (microphone), direct answering of the
called station is possible by switching on the microphone. On lifting the handset,
the call becomes a normal two-party call.
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Making Calls (LX/MX)
Speaker calls can be used via a function key programmed for this purpose, the
associated menu item or by entering the code and then dialing the station number
of the destination station or group. A function key can also be programmed with
a station number. A connection to the programmed destination is immediately set
up when you press a function key of this kind.
The Speaker Call feature can also be used to make announcements to groups of
up to eight internal subscribers.
Direct answering can be activated via the menu item provided for this in the
display or via a function key programmed for this purpose.
Speaker calls can be prevented for a subscriber by enabling an option to prevent
voice calling. In this case, speaker calls are signaled like a normal call.
Dependencies
Topic
Dependency
Do Not Disturb, Override Do Speaker calls are not possible at stations where Do Not
Not Disturb
Disturb is active. If the subscriber who wants to use the
"Speaker calls" feature is authorized to override Do Not
Disturb, he or she hears the busy tone for five seconds.
The destination station is then called, but not directly
addressed.
Toggle, consultation hold,
transfer
The specified features cannot be used in a speaker calls/
direct answering connection.
ISDN phones, SIP phones
The "Speaker call" and "Direct answering" features cannot
be used with ISDN or SIP telephones.
Related Topics
9.1.10 Associated Dialing
Associated dialing enables an authorized subscriber to dial a phone number on
behalf of any other subscriber. The effect is the same as when the other
subscriber dials the phone number.
The user accesses the function by dialing a code and specifying the station for
which a number should be dialed. The system then interprets this information as
though the station specified earlier were dialing.
Related Topics
9.1.11 Trunk Queuing
A subscriber can reserve a trunk in advance if there are no free trunks available
(busy signal). As soon as a trunk becomes free, it is offered to the subscriber
through an automatic recall.
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Call Signaling, Calling Line ID (LX/MX)
If the user is busy at the time of the recall, the trunk will camp on to the busy
station. If the camp-on tone is not answered, the reservation is canceled, and the
trunk is offered to the next station in the queue. If the user activated DND prior to
receiving the recall from the queued trunk, the trunk reservation is canceled and
the trunk is offered to the next station in the queue.
If a number of stations queue a trunk, the trunk is assigned in the order that the
requests were received.
Only one queue/reservation request is accepted per telephone. If a second
reservation is attempted, it overwrites the first.
Dependencies
Topic
Dependency
S0 telephones
S0 phones do not support this feature (not for U.S.).
Speakerphone mode
Users can also use trunk queuing in speakerphone mode
Background Information
It is not possible to invoke the Trunk Queuing feature if the attempted call was
placed through LCR (least cost routing).
The Trunk Queuing feature ignores an existing call forwarding—no answer
instruction. Trunk reservation is canceled if not answered within 20 seconds.
A recalling trunk cannot be picked up by either Call Pick up - group or Call pick up
- Directed.
Trunks can be reserved in one of the following ways:
•
Manual reservations only work in telephones with a display
•
Automatic reservation (for all other telephones)
When this flag is activated and if a station is not assigned a free trunk after
the usual simplified dialing procedures, the busy tone is signaled at the
station. After five seconds, a positive acknowledgment tone is applied and the
trunk is reserved, provided that the station has the appropriate CO call
privilege.
Related Topics
9.1.12 Private Trunk
A private trunk is a CO trunk that is available exclusively to a specific subscriber.
Related Topics
9.2 Call Signaling, Calling Line ID (LX/MX)
The communication system offers various options for call signaling and call
number display such as CLIP, CLIR, COLP and COLR, for example.
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Call Signaling, Calling Line ID (LX/MX)
Related Topics
9.2.1 Different Call Signaling
Different call signaling enables a distinction to be made between internal and
external incoming calls.
Incoming calls are signaled visually and acoustically on the phone. The following
displays appear on the screen:
•
Caller number
•
For call forwarding, the dialed call number
The incoming call can also be signaled via an LED. Different acoustic signals are
used for internal and external calls.
Call signaling internal
Each subscriber can be assigned one of a total of eight possible acoustic call
signals for internal calls. The station then uses the modified ringing tone to
distinguish its calls at other internal stations. For example, a special internal
ringing tone can be set for the manager so that every staff member knows when
the manager is calling simply from the ringing tone.
Call signaling external
There are three different call types, each with different acoustics, that can be set
for an external call. Different acoustic signals can be applied, for instance, to
distinguish between calls from two different groups such as Sales and
Warehouse.
•
In Germany, the administrator can configure three different ring types for
analog, ISDN and system phones.
•
In other countries, the ring types for analog phones are the same.
Related Topics
9.2.2 Calling Line Identification Presentation (CLIP)
Calling Line Identification Presentation (CLIP) shows the caller's number at the
called station.
The CLIP (Calling Line Identification Presentation) refers to incoming calls and
must be supported by the network provider.
If the caller's name and phone number are programmed as a system speed
dialing (SSD) number in the communication system, you will see the name on
your display.
The Calling Line Identification Presentation (CLIP) and Calling Line Identification
Restriction (CLIR) features are mutually exclusive, that is, as soon as CLIP is
activated, CLIR is deactivated, and vice versa.
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Functions at the Telephone (LX/MX)
Call Signaling, Calling Line ID (LX/MX)
Configurable CLIP
Configurable CLIP transmits a set call number (e.g., the call number of a hunt
group) externally instead of the caller's number (e.g., the number of the hunt
group member).
System-Specific Information
Country
Enabled by default
USA
LIN (Location Identification Number). If CLIP is enabled for
the USA, LIN is automatically disabled.
Remaining countries
CLIP
Related Topics
Related Topics
• Calling Line Identification Restriction (CLIR)
•
Connected Line Identification Presentation (COLP)
•
Connected Line Identification Restriction (COLR)
9.2.3 Calling Line Identification Restriction (CLIR)
Calling Line Identification Restriction (CLIR) suppresses the station number of the
caller at the station of the called subscriber.
CLIR (Calling Line Identification Restriction) applies to outbound calls. The PSTN
must support the feature. The Calling Line Identification Restriction (CLIR) has
precedence over the Calling Line Identification Presentation (CLIP).
The Calling Line Identification Presentation (CLIP) and Calling Line Identification
Restriction (CLIR) features are mutually exclusive, that is, as soon as CLIP is
activated, CLIR is deactivated, and vice versa.
CLIR and COLR can only be enabled or disabled together.
Calling Line Identification Restriction (CLIR) has no effect for certain call
destinations (e.g., emergency numbers of the police and fire departments).
System-wide Station Number Suppression (CLIR)
As an administrator you can enable or disable the CLIR station number
suppression on a system-wide basis.
INFO: The flag "System-wide station number display
suppression" does not apply to the U.S.
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Call Signaling, Calling Line ID (LX/MX)
Temporary Station Number Suppression
As a subscriber, you can activate or deactivate the temporary station number
suppression (CLIR). A temporary station number suppression is only possible if
the system-wide station number suppression has been deactivated.
Station Number Suppression (CLIR)
As an administrator, you can configure the CLIR for each route so that only the
PABX number is transmitted instead of the subscriber's station number.
Related Topics
Related Topics
• Calling Line Identification Presentation (CLIP)
•
Connected Line Identification Presentation (COLP)
•
Connected Line Identification Restriction (COLR)
9.2.4 Connected Line Identification Presentation (COLP)
Connected Line Identification Presentation (COLP) transmits the call number of
the called subscriber to the caller as soon as the two are connected.
Connected Line Identification Presentation (COLP) is an ISDN feature.
COLP makes sense with call forwarding, for example, so the caller can see the
phone number of the actual communication partner instead of the originally dialed
phone number.
The Connected Line Identification Presentation (COLP) and Connected Line
Identification Restriction (COLR) features are mutually exclusive, that is, as soon
as COLP is activated, COLR is deactivated, and vice versa.
Related Topics
Related Topics
• Calling Line Identification Presentation (CLIP)
•
Calling Line Identification Restriction (CLIR)
•
Connected Line Identification Restriction (COLR)
9.2.5 Connected Line Identification Restriction (COLR)
Connected Line Identification Restriction (COLR) suppresses the display of the
called station at the station of the caller.
The Connected Line Identification Restriction (COLR) applies to incoming calls.
The Connected Line Identification Restriction (COLR) has precedence over the
Connected Line Identification Presentation (COLP).
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Call Signaling, Calling Line ID (LX/MX)
The Connected Line Identification Presentation (COLP) and Connected Line
Identification Restriction (COLR) features are mutually exclusive, that is, as soon
as COLP is activated, COLR is deactivated, and vice versa.
CLIR and COLR can only be enabled or disabled together.
Related Topics
Related Topics
• Calling Line Identification Presentation (CLIP)
•
Calling Line Identification Restriction (CLIR)
•
Connected Line Identification Presentation (COLP)
9.2.6 CLIP No Screening (Transmission of Customer-Specific Phone
Number Information)
CLIP No Screening transmits a call number specified by the caller instead of the
caller's own number.
The outgoing system number does not have to be identical to the incoming
system number.
The "Suppress station number" flag can be activated for special customer
applications. This prevents the system from sending out the DID number of the
station along with the outgoing system number.
Example: You want to prevent direct customer access to a service staff member
who is reached centrally with a general service number. To conceal the staff
member's own DID number, enter the general service number as the outgoing
PABX number and activate the "CLIP no screening" flag. Then called subscribers
see only the general service number on their display as the CLIP.
Incoming and outgoing calls usually use the same system number. In this case,
the entry under "System number - outgoing" is either empty or the same as the
one under "System number- incoming". If this is not the case, you can
•
enter a different number under "System number - outgoing".
•
use the routing parameter "No. and type, outgoing" to define whether the
"System number - outgoing" entered contains the station number without area
code, with area code (national), or also with the international country code
(international).
INFO: CLIP no screening must be supported by the Network
Provider and be activated.
Related Topics
9.2.7 CLIP for Analog Telephones
CLIP for analog telephones transmits the call number of an analog device of the
caller to the called party and displays the CLIP (Calling Line Identification
Presentation) on suitable devices of the called party analogously.
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Functions During a Call (LX/MX)
The additional transmission of CNIP name information (Calling Name
Identification Presentation) can be configured.
INFO: CNIP is device-independent. Please also refer to the
vendor specifications.
Related Topics
9.2.8 Ringer Cutoff
The Ringer Cutoff feature signals incoming calls acoustically with only a brief alert
tone (beep) and on the display.
Ringer Cutoff is only available on phones with displays and has no effect on the
signaling of appointments.
Related Topics
9.2.9 Translating Station Numbers to Names for System Speed Dialing
For calls made using system speed-dials (SSD) and for incoming calls from
system speed-dial numbers, the name associated with the speed-dial destination
is displayed after dialing instead of the speed-dial number.
Related Topics
9.3 Functions During a Call (LX/MX)
The communication system offers several functions during calls, e.g., holding,
redirecting and transferring calls.
Related Topics
9.3.1 Hold
Placing a call on hold causes the call to be held in a waiting state. During this
period, the caller usually hears an announcement or music on hold.
The hold ends when the held call is retrieved (i.e., resumed).
The following types of holds are possible:
•
Common hold:
Any station with the appropriately configured trunk or call key can retrieve the
call.
•
Exclusive hold: (only for Team or Top function and at the Attendant Console)
Only the initiating party can retrieve the call.
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Functions During a Call (LX/MX)
Placing a Call on Hold and Automatic Recall
A parked call results in an automatic recall when the "Time for parking + change
to hold" timer expires.
System-Specific Information
"Time for parking + change to hold" timer: 180 seconds by default
Related Topics
9.3.2 Parking
Parking a call causes that call to be placed in a waiting state. During this period,
the caller usually hears an announcement or music on hold. A parked call can be
retrieved from any telephone.
As a subscriber, you assign a park slot (0-9) for a call to be parked. If the park slot
you select is already occupied, a negative confirmation tone sounds and the
number does not appear on the screen. You can then select another park slot. To
retrieve a parked call, you must specify its park slot.
A parked call can be retrieved (unparked) via a code or a correspondingly
programmed key and can also be retrieved if another call is waiting at the same
time.
Parking and Automatic Recall
A parked call results in an automatic recall when the "Time for parking + change
to hold" timer expires.
Parking and Call Forwarding
In the case of a recall, a parked call does not follow call forwarding.
Parking and DISA
Parking cannot be enabled via DISA.
Parking and Conference Calls
You cannot park a conference call.
Parking and Networking
A parked call can only be retrieved in the same node. An incoming call over a
network can only be parked at the destination node.
Parking and Do Not Disturb
A station with DND enabled can place a call in a park slot; however, if a recall
occurs from the parked call, and no other destination was defined in the call
management, the call will be automatically disconnected after the recall timer
expires.
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System-Specific Information
"Time for parking + change to hold" timer: 160 seconds by default
Related Topics
9.3.3 Consultation
In the case of a consultation hold, a subscriber initiates a second call from the
same phone or accepts a waiting call. In the meantime, the first call is placed on
hold.
A consultation hold is terminated on:
•
retrieving the held call or
•
Disconnect
This results in either:
–
a transfer of the held call or
–
an immediate automatic recall from the party on hold to the party that has
just hung up
Consultation Call using the Direct Station Select (DSS) Key
Pressing a Direct Station Select (DSS) key during a call initiates a consultation
call to the corresponding destination.
Connecting two External Parties
During an external call, a consultation call to another external destination followed
by a transfer connects the two external parties.
Related Topics
9.3.4 Alternate (Toggle/Connect)
The Toggle/Connect feature enables a subscriber to switch between two calls.
When the subscriber is talking to one party, the other party is placed on hold.
The subscriber can toggle between the two calls by pressing the appropriate trunk
key.
Toggle/Connect and Placing a Call on Hold
The Toggle function is not available to an on-hold subscriber.
Related Topics
9.3.5 Transfer
A transfer enables a subscriber to transfer his or her call to another destination.
As soon as a subscriber initiates a transfer, the waiting party is placed on hold for
the time being.
The following types of transfers are possible:
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Functions During a Call (LX/MX)
•
Blind transfer (also called an unscreened transfer):
You can transfer the call without an answer from the subscriber at the
destination of the transfer. If the station at the transfer destination is busy, the
call is camped on (i.e., call waiting is signaled). If a third party now tries to
transfer a call to this busy station or if call waiting rejection has been turned
on at the transfer destination, an immediate recall occurs. If the subscriber at
the transfer destination does not accept the transferred call within a specified
time period ("Dial time during transfer before answer" timer), an automatic
recall occurs.
•
Consultation transfer:
You can transfer the call only if the subscriber at the destination of the transfer
answers. The transfer is completed by hanging up the handset.
Transfer with Call Forwarding
Any call forwarding set at the transfer destination will be followed, i.e., the call will
be forwarded accordingly. The display shows the final destination of the transfer.
Transfer with Do Not Disturb
Transferring a call to a station at which Do Not Disturb is enabled results in an
immediate recall to the transferring station even if the transferring station itself
also has Do Not Disturb enabled.
System-Specific Information
"Dial time during transfer before answer" timer: 45 seconds by default
Up to 5 calls can be transferred simultaneously to a busy station.
Related Topics
9.3.6 Automatic Recall
An automatic recall is received by the originator of a call if his or her call was
placed on hold or parked for too long or if an attempt to transfer that call was
unsuccessful.
An automatic recall occurs in the following cases:
•
A held or parked call is not picked up again within a specific time period ("Time
for parking + change to hold" timer).
•
In the case of unscreened transfers, under the following circumstances:
–
The call is not answered before a certain time period expires ("Dial time
during transfer before answer" timer)
–
The destination does not exist
–
The destination is busy with a second call
–
The digital phone at the destination is defective
–
The transfer type is not allowed
If the originator (i.e., initiating party) is busy during the recall, the automatic recall
will camp on the line. As soon as the originator is free again, the automatic recall
is signaled. Either the caller's phone number or that of the destination can be
shown on the display or the originator. If the recalled party does not answer the
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call before the "Intercept time for automatic recall" timer expires, an intercept to
the intercept position occurs (if the "On unanswered recall" flag is set). If the
intercept position does not answer the recall before the "Time for activation of
automatic recall at attendant console" timer expires, the recall is automatically
disconnected.
Automatic Recall and Call Pickup
Every station in a call pickup group with the initiating party (originator) can pick up
an automatic recall if the system-wide flag "Call Pickup after Automatic Recall" is
set.
Automatic Recall and Do Not Disturb
An automatic recall ignores the Do Not Disturb setting.
System-Specific Information
"Intercept time for automatic recall" timer: 30 seconds by default
"Time for activation of automatic recall at attendant console" timer: 60 seconds by
default
Related Topics
9.3.7 Call Monitoring (Selected Countries Only)
Call monitoring allows authorized subscribers to listen in on a call conducted by
any internal subscriber. The microphone of the party listening in is automatically
muted. The participants in the monitored call are not advised of the monitoring
operation by any signal such as a tone or display.
This feature can only be activated in the following countries: Argentina, Australia,
Belgium, Brazil, France, United Kingdom, Hong Kong, India, Ireland, Malaysia,
Netherlands, Portugal, Singapore, Spain, South Africa, Thailand, United States.
Authorized subscribers need a system phone and the Override class of service.
The subscriber you want to monitor must be actively conducting a call. When you
start and end call monitoring, you may encounter a lapse of up to two seconds of
the conversation. The monitored connection is released as soon as one of the
stations in the connection is put on hold, transferred or the call is ended. The
monitored connection can only be resumed when the station to be monitored is
again engaged in a call.
Dependencies
Topic
Dependency
Cordless phones
You cannot use call monitoring at cordless telephones because
they do not support automatic microphone muting.
Conference
Call monitoring restricts the number of possible conferences.
Maximum number of conferences possible in the system =
maximum number of simultaneous call monitoring stations.
Related Topics
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9.4 Controlling Availability (LX/MX)
To control accessibility, the system offers features such as call forwarding, do not
disturb and call rejection.
Related Topics
9.4.1 Call Forwarding on Busy
Call forwarding on busy forwards an incoming call for a busy extension to a station
number defined by the administrator.
If the call forwarding destination is also busy, the caller hears a busy signal. For
an internal call, the call remains at the forwarding destination, which is cyclically
checked until the destination is free. The administrator defines the cycle.
If the call forwarding destination is not available and if no further call forwarding
has been configured for it, then no call forwarding is performed.
Dependencies
Topic
Dependency
Ext. call forwarding
The Call Forwarding wizard can be used by the
administrator to configure whether external call forwarding
is to be followed.
External Call Forwarding No Answer
If external call forwarding - no answer is active, this has
precedence over other call forwarding instructions.
Call waiting
If a subscriber enabled call waiting, an incoming call is
camped on if call forwarding—busy is configured for him or
her.
Group Call
A group is always busy if all members of the group are
busy.
Hunt Group
A hunt group is busy if all members are busy or have left
the hunt group.
Night service
If the option "by day / by night" is enabled for a subscriber
as the Call Forwarding - No Answer (CFNA) setting,
external calls are forwarded in accordance with the
settings for the night service. Internal calls continue are still
handled as in the "by day" settings.
Related Topics
9.4.2 Call Forwarding—No Answer (CFNA) With a Timeout (Fixed Call
Forwarding)
Call Forwarding—No Answer (CFNA) With a Timeout forwards calls that are not
answered within a certain period of time.
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This type of forwarding is also referred to as fixed call forwarding, since it is only
configurable by the administrator.
As an administrator, you can configure call forwarding separately for the following
types of calls:
•
External calls during the day (when the night service is inactive )
•
External calls at night (during active night service)
•
internal calls
Station Number and Name of the Caller
Under normal circumstances, the station number or name of the originally called
subscriber and the station number or name of the caller are displayed at the call
forwarding destination. As an administrator, you can disable the additional display
of the station number or name of the caller.
Call Forwarding - No Answer after Timeout can only be changed via the Call
Forwarding wizard. Up to 3 call forwarding destinations can be set up with this
wizard.
Dependencies
Topic
Dependency
Call forwarding
Call Forwarding - No Answer (CFNA) after timeout is only
executed when the call forwarding destination has not
responded after a timeout period defined by the
administrator.
DND
A secondary destination which has activated DND, will be
skipped.
Analog telephones
There is no indication at these telephones that this call has
been forwarded.
Hunt Group
If you enter a group or hunt group as the destination of a
call forwarding—no answer instruction, every subscriber in
the entire group is called before the next call forwarding
destination is evaluated. Group calls and hunt groups can
be seen as a call forwarding configuration within a call
forwarding configuration.
Night service
If the option "by day / by night" is enabled for a subscriber
as the Call Forwarding - No Answer (CFNA) setting,
external calls are forwarded in accordance with the
settings for the night service. Internal calls are still handled
as in the "by day" settings.
Related Topics
9.4.3 Call Forwarding (CF)
Subscribers can use Call Forwarding (CF) to redirect incoming calls to a
destination of their choice.
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Controlling Availability (LX/MX)
If trunk keys (incl. MULAP trunk keys) have been configured, users can also
activate call forwarding individually for a specific trunk (or MULAP trunk).
The following calls can be diverted:
•
All calls
•
External calls only
•
Internal calls only
The following destinations are possible for call forwarding:
•
Other phone (internal or external)
•
Attendant Console
•
Voicemail
•
Hunt Group
•
UCD group (UCD Universal Call Distribution)
Outgoing calls can still be made when call forwarding is activated.
External destination
If the call forwarding destination is external, you must enter the trunk access code
followed by the external phone number of the forwarding destination.
Call Forwarding to External Destinations
If a subscriber has entered an external call forwarding destination in his or her call
destination list, forwarding ends at this destination, and any further call forwarding
destinations that may have been entered in call destinations list are ignored.
If call forwarding to additional destinations is to occur, the system flag Hunting to
external call forwarding destination must be activated by the service
technician.
If call forwarding to an external destination is to be followed even for a call over
an analog trunk, the system flag Call forwarding to main station interface
permitted must be activated by the service technician.
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Dependencies
Topic
Dependency
Do Not Disturb
You cannot program call forwarding to a telephone where
DND is active.
Appointment, automatic
wake-up system
If an appointment comes due, it is signaled at the
forwarded telephone, irrespective of any active call
forwarding settings.
UCD group as call
forwarding destination
A call is not forwarded to a UCD group in the following
cases:
• If a hunt group is called and a subscriber with call
forwarding to a UCD group is next, this call is not
forwarded. In this case, the next station in the hunt group
is immediately called.
• A subscriber is a member of a group call with the
property "Group" and has activated call forwarding to a
UCD group.
• A station is a member of a group call no answer. If the
group is called, the call is not forwarded to the UCD
group. Exception: The first subscriber entered has
activated call forwarding to a UCD group. In this case,
the call is forwarded.
Related Topics
9.4.4 Call Forwarding After Timeout
Call Forwarding after Timeout forwards unanswered calls after a specific period
of time. Call Forwarding after Timeout is analogous to Call Forwarding No
Answer, the only difference being that subscribers can set the call forwarding
themselves.
The subscriber can set call forwarding after timeout for his or her own phone and
can also enter external destinations and groups.
The call deflection destination is not permanently saved, but deleted after you
deactivate the feature.
If a subscriber is busy, the rules of call forwarding - no answer apply, that is, the
system proceeds to the next destination.
System-Specific Information
You can set three destinations for each station. In addition, there is also a special
ID "User-defined", via which the administrator can release or lock the Call
Forwarding after Timeout feature for a station. The feature is released by default.
If a call is not answered after the preset timeout, the system searches for and calls
the call deflection destination saved. If the subscriber has not entered an
individual call deflection destination, the system proceeds with the next
destination in the call destination list.
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Controlling Availability (LX/MX)
The administrator must release the call forwarding after a timeout for the
individual subscribers via the call destination lists.
Related Topics
9.4.5 External Call Forwarding - No Answer (Not for U.S.)
Every station assigned an MSN (multiple subscriber number at the ISDN point-tomultipoint connection) as a DID number can activate or deactivate call forwarding
—no answer for this MSN, provided that the user is authorized to use external call
forwarding—no answer.
If you have assigned an MSN to a subscriber group, any member of the group can
activate and deactivate external call forwarding-no answer for this MSN.
Users can enter only one forwarding destination per MSN. A total of 10 multiple
subscriber numbers can be forwarded.
There are three different versions of the feature:
•
Call Forwarding Unconditional (CFU): The network provider forwards all calls
to this MSN directly, regardless of the MSN status.
•
Call Forwarding Busy (CFB): Calls are forwarded only if the MSN dialed is
busy.
•
Call Forwarding No Reply (CFNR): Calls are forwarded only if the destination
does not answer the incoming call within a preset period of time.
Dependencies
Topic
Night service
Dependency
External call forwarding—no answer has a higher priority
than night service.
Related Topics
9.4.6 Ringing Assignment / Call Allocation
The ringing assignment enables incoming calls of an analog or S0 trunk to be
forwarded to a station or group, depending on the dialed number and the
activation state of the night service.
Different destinations are possible for the day and night service. An incoming call
is not signaled at the called station, but according to the call destination lists for
that station.
Related Topics
9.4.7 Rejecting Calls
The subscriber can reject internal and external incoming initial calls. These calls
can be rejected by pressing the Disconnect key.
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The rejected call is then forwarded in accordance with the CFNA instruction. If
there is no other call forwarding destination, an external call is intercepted by the
attendant console, provided the relevant intercept criteria were configured. If no
destination can be called, the caller continues to receive a busy signal.
Transferred recalls, queued callbacks, held or parked calls cannot be rejected. An
intercepted call sent to the Intercept position cannot be rejected.
Dependencies
Topic
Group call, hunt group call,
MULAP
Dependency
In these cases, the entire group call is terminated and the
call follows the call forwarding instruction configured. The
call is terminated if there is no other call destination.
Related Topics
9.4.8 Deferring a Call
Subscribers are provided the option of deferring an incoming call. The subscriber
called can set up a connection without picking up the incoming call.
The waiting call is then signaled as a camped-on call.
If an incoming call is signaled, the subscriber can press a call or trunk key to
conduct the external call. Two call keys and one trunk key must be programmed
for this. One of the relevant keys must be free to execute the feature.
The calling party does not notice a change in signaling if call waiting is set for
ringing on call waiting.
Related Topics
9.4.9 Do Not Disturb
Do Not Disturb prevents incoming calls from being put through.
A subscriber who has activated DND hears a special dial tone when he or she lifts
the handset. When active, the Do Not Disturb feature is also indicated on display
phones. In all other phones, the LED on the DSS key flashes with a brief
interruption on stations where Do Not Disturb is active.
The Do Not Disturb feature, if set, can be overridden by the Attendant or an
authorized subscriber. The call can also be immediately put through for a
subscriber with an active Do Not Disturb feature.
A caller who dials a telephone with DND activated receives a busy signal and is
not allowed to camp on.
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Dependencies
Topic
Dependency
Attendant/night destination
The attendant and the current intercept position cannot
activate the Do Not Disturb feature.
Call forwarding
You cannot specify DND if call forwarding is active on the
same telephone. You cannot activate call forwarding to a
telephone with DND.
Callback
If a callback is initiated to a station with DND activated, the
callback is not executed until DND is deactivated. If the
subscriber with DND activated initiates a callback, this will
override the DND function.
Appointment, automatic
wake-up system
If a station has set an appointment and activated DND, an
audible signal is sent to the telephone when the
appointment comes due.
DISA
DISA can be activated by the subscriber for his or her own
phone or by a user for another phone (associated
services).
Related Topics
9.5 Optimizing Communication (LX/MX)
The communication system offers various options to conveniently and effectively
handle calls, e.g., through callbacks or call waiting.
Related Topics
9.5.1 Callback
A callback can then be activated if the subscriber called does not answer or is
busy. An active callback triggers a call as soon as the called subscriber is
available.
Automatic Callback When Free or Busy
If a call cannot be set up because the subscriber called is busy or does not accept
the call, the calling subscriber can activate a callback to set up the call at a later
time. If the subscriber called was busy, the Callback function monitors the call to
see when it ends. The calling subscriber receives a signal in the form of a call from
the communication system when the other subscriber's line is free. If he or she
accepts this call, the subscriber who was previously busy is redialed. If a call set
up via the Callback function is not successful, this function remains active. The
callback attempt is repeated once the required subscriber has conducted another
call.
A telephone can initiate up to two Callback requests and be the destination for up
to two requests. Any further outgoing requests are rejected.
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Callback requests are deleted when
•
the call is completed; if not, the callback remains in effect (for an internal
callback),
•
the callback was established without a call being completed (for an external
callback),
•
the initiator cancels the request,
•
the system deletes all callbacks daily at 23:57.
Callback requests can be made for internal subscribers and groups. Callback
requests for a group call are stored at the first subscriber. When a callback is
made to a group, the ring is heard at all phones that are free.
Automatic Call Completion on No Reply (CCNR) on the Trunk Interface
An internal subscriber who cannot reach an available external subscriber can
activate a callback request at the central office. The system then monitors the
connection of the called subscriber. As soon as the called subscriber initiates a
connection setup and then ends this connection, the central office attempts to
establish a connection between the two subscribers. This feature must be
supported by the central office.
Callback on busy
This feature sets enables a manual callback to be set on an external station that
is busy. When the station becomes free, the trunk attempts to set up a connection
between the two stations. The feature must be supported and enabled by the
central office and peer.
Related Topics
9.5.2 Call waiting
Call waiting signals the arrival of a further incoming call to a subscriber who is on
the phone.
The incoming call is visually signaled by a message on the display. It can also be
signaled acoustically by a short call waiting tone. The call waiting tone can be
heard every 5 seconds.
The subscriber called can accept this second call or ignore it. To answer the
second caller, the subscriber can optionally end the first call and answer the
second or select the Call waiting function offered in the display. In the latter case,
the first call is placed on hold.
You cannot camp on to a subscriber if someone is already camped on (a
maximum of 4 subscribers can camp on) or if the subscriber has activated call
waiting rejection. The caller receives a busy signal if call forwarding—busy is not
configured.
Enabling Call Waiting
If the Call waiting rejection flag is set, the subscriber can use a menu or code to
either enable or suppress call waiting. If a subscriber has enabled call waiting, an
incoming call is camped on if call forwarding—busy is configured.
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Call Waiting (Camp On) by Attendant Console
The default setting is always "call waiting after timeout". However, the Attendant
Console can also camp on immediately.
Dependencies
Topic
Dependency
Call waiting tone
The subscriber can activate/deactivate the call waiting tone
with a code. Call waiting is still visually signaled on the
phone's display. The call waiting tone is active by default.
Override
If call waiting rejection is active, an ongoing call by this
subscriber cannot be overridden.
Group Call
If one or more stations in a group call are free, the call will
be offered to them. If all stations are busy, all of them
receive a call waiting signal, apart from any stations where
call waiting rejection is active.
Speaker call
Speaker calls to busy stations are not possible.
Related Topics
9.5.3 Override
The Override feature enables an authorized subscriber to override (i.e., intrude
into) a call of another internal subscriber.
The override (intrusion) occurs by means of a code or key, and the subscriber
involved is notified by a warning tone (beep) and a visual signal on the display.
The feature can be invoked during the busy signal or during the camp on state.
During an override condition, the following applies:
•
If the called party hangs up, he or she receives a call from the switching party.
•
If the overriding party (who wants to switch the call and overrides) hangs up,
the call is switched through to the destination station.
•
If the party which was connected to the called party hangs up, the overridden
and called parties remain connected.
You can configure every telephone connected to the system for this feature.
It is not possible to prevent an override to a particular telephone.
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Dependencies
Topic
Dependency
Voice Channel Signaling
Security
You cannot override a call if the called station or the
internal party it is connected to is entered as a data station
(voice channel signaling security), or if the called party is
dialing a number.
Do Not Disturb
If the called station has activated Do Not Disturb, only one
call can be overridden when the subscriber is conducting a
call.
Hunt group
Busy override is not possible if all stations are busy when a
group or hunt group is called.
S0 station
It is not possible to override an S0 station.
Related Topics
9.5.4 Advisory Messages
The advisory message of a subscriber appears in the caller's display.
Variable parameters can also be assigned in advisory messages (also referred to
as absence texts). These parameters (for example, time) are entered in the
course of activation. Users can use the numeric keypad on the telephone to enter
additional characters. The advisory message can be activated/deactivated at a
phone via a code or a preconfigured function key.
Dependencies
Topic
Call Forwarding (CF)
Dependency
The called subscriber's advisory message is displayed and
the call is forwarded.
Background Information
This feature can be activated/deactivated via a DISA connection, by its own
station user or for another user with the aid of the feature Associated Services.
Related Topics
9.5.5 Message Texts
Message texts are internal system texts that can be selected by a subscriber and
sent to internal subscribers.
A message text (also called an Info text) can be sent to one or more recipients.
If you want to send the text to all members of an internal group or an internal hunt
group, you must specify the phone number of the group or the hunt group - not an
individual subscriber - as the recipient.
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The message is sent by pressing the relevant button or via the Send Message
menu.
The message can be sent in idle, ringing, talk or busy state. In ringing state it is
not necessary to specify the recipient's station number.
Related Topics
9.5.6 Associated Services
An authorized station can control certain features on behalf of any other station,
e.g., call forwarding, turning the lock code or hunt group on/off, etc. The effect is
the same as if the feature involved were activated or deactivated by the other
station itself.
The following features can be controlled on behalf of other stations:
•
Call forwarding on / off
•
COS changeover on / off
•
Ringing group on / off
•
Advisory message on / off
•
Hunt Group and Group Call on / off
•
Night service on / off
•
Timed reminder on / off
•
Send message / Delete sent message
•
Edit lock code password
•
UCD agent log in / log out
•
UCD agent Available/Not available
•
UCD agent Wrapup on / off
•
UCD agent Night service on / off
•
Forward Line Key (MULAP) on / off
•
Resetting Activated Features
This is operated via a procedure. The station must specify the following:
•
the code for Associated Services
•
the station number of the subscriber for whom the action is to be performed.
•
the code of the feature to be controlled
Before any subscriber can use the Associated Services, he or she must first
disable the lock code of the other subscriber (if enabled).
Related Topics
9.5.7 Reset activated features
You can reset specific features at your terminal using a code.
This is possible for the following functions:
234
•
Call forwarding
•
Delete received infos
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•
Advisory message on / off
•
Ringing group on / off
•
Hunt group on / off
•
Station number suppression on / off
•
Silent camp-on on / off
•
Do not disturb on / off
•
Ringer cutoff on / off
•
Appointment
•
Cancel all callbacks
Related Topics
9.5.8 Procedures
The communication system lets the subscriber program a key with codes, phone
numbers, and other dialing information. If a subscriber presses the Procedure key
as a suffix or during a call, the communication system transmits the
corresponding DTMF character (DTMF = dual tone multifrequency).
Sample applications:
•
Code for callback
•
Code for call waiting
•
Code for override
•
Digit string for voicemail or answering machine
•
Trunk flash code + destination station number
•
Code for controlling a service + destination phone number, for example, code
for send/retrieve message (message waiting) + phone number + text number
•
ACCT (account code) + trunk code + destination station number
Procedures that require PIN input cannot be saved.
Only the first key level supports Procedure keys.
Depending on the situation, a subscriber can use the following features in
procedures:
Feature
Ready to
dial
Busy
On the
phone
Directed call pickup
x
–
x
–
–
Call Forward on, (not for tenant systems; not for individual MSNs in
an S0 trunk connection)
x
–
x
x
–
External call forwarding on / off; toggle function; (not for tenant
services);
x
–
x
x
–
Call forwarding, login/UCD (uniform call distribution), logout; toggle
function
x
–
x
x
–
Call forwarding, night destination on / off; toggle function
x
–
x
x
–
Call forwarding per team configuration
x
x
x
x
x
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Outgoing Incoming
call
call
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Feature
Ready to
dial
Busy
On the
phone
Outgoing Incoming
call
call
Advisory message on / off; toggle function
x
–
x
x
–
Associated Dialing
x
x
x
x
x
Associated Services
x
–
x
x
–
Speaker call
x
–
x
–
–
Release trunk (emergency trunk access)
x
–
x
x
–
Send message (message waiting)
x
–
x
x
–
Dial station speed dialing
x
–
x
x
–
Dial system speed dialing
x
–
x
x
–
DTMF transmission
–
–
x
–
–
DTMF transmission in the talk state using procedure key
x
x
x
x
x
Night service on / off; toggle function
x
–
x
x
–
Retrieve call; toggle function
–
x
x
x
–
Account code ACCT
x
–
x
–
–
Account code ACCT in prefix
x
–
x
–
–
Callback requests - display or delete; toggle function
x
–
–
–
–
Ringing group on / off; toggle function
x
–
x
x
–
Language selection
x
x
x
x
x
Telephone Data Service TDS
x
–
x
x
–
Door opener via adapter cabinet
x
x
x
x
x
Timed reminder; toggle function
x
x
x
x
x
Retrieval of an external call from common hold
x
x
x
x
x
System Telephone Lock
x
–
x
–
–
System-Specific Information
A procedure key can store up to 32 characters.
Related Topics
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Working in a Team (Groups) (LX/MX)
Call Pickup Group, Group Call and Hunt Group (LX/MX)
10 Working in a Team (Groups) (LX/MX)
Several features are provided by the communication system to enable and
facilitate working in a team. Besides call pickup groups, group calls and hunt
groups, this also includes groups with team and executive/secretary functions as
well as voicemail box and fax box groups. The "UCD (Uniform Call Distribution)"
feature enables incoming calls to be uniformly distributed to a group of users
(UCD group).
Related Topics
10.1 Call Pickup Group, Group Call and Hunt Group (LX/MX)
The communication system offers several methods of combining stations into
groups so that multiple subscribers and phones can be reached under one call
number, for example, or a call to one station can also be signaled at other
stations.
In the case of a call pickup group, a call for one member of the group is also
signaled at all other group members.
With a group call, by contrast, all members can be reached via a single phone
number (group phone number). The first station to answer the call is connected
to the calling party.
For a hunt group, the incoming calls are distributed to the members. All members
of the hunt group can be reached at the same phone number.
Related Topics
10.1.1 Call Pickup Group
A call for a member of a call pickup group is also signaled at all other group
members. The call can be accepted by all group members via a function key
programmed for this purpose, the associated menu item or the code.
The call is signaled acoustically and visually (on the display) for the subscriber
originally called. If configured, the call is also signaled via an LED.
The other group members are only notified of the call by a visual signal. The
phone number or name of the subscriber originally called and the phone number
or name of the caller are shown on the phone's display. The display of the station
number or name of the caller can be disabled by an administrator with the Expert
profile in Expert mode. If configured, the call is also signaled via an LED.
If the call is not accepted within four ring cycles (4 x 5 seconds), the other group
members receive a warning tone (acoustic signaling). The time from the start of
call signaling till the warning tone is not variable. The warning tone can be
disabled for all group members by an administrator with the Expert profile in
Expert mode.
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Working in a Team (Groups) (LX/MX)
Call Pickup Group, Group Call and Hunt Group (LX/MX)
If more than one call is received for a call pickup group, signaling occurs in the
sequence in which the calls are received.
If recalls for members of a call pickup group are also to be picked up by other
members in the group, this must be enabled by an administrator with Expert
profile in Expert mode.
A station can belong to only one call pickup group.
Any call charges incurred for a picked-up call are accrued to the subscriber who
picked up the call.
SIP Phones
SIP telephones can be integrated in a call pickup group.
INFO: No programming of function keys is possible for SIP
phones. Furthermore, no features can be activated or deactivated
via codes. Specific display messages of a call pickup group are
not supported.
Call Pickup Outside a Call Pickup Group
Another version of the feature is the "call pickup outside a call pickup group". This
permits the pickup of calls for internal subscribers that do not belong to the same
call pickup group. The call can be picked up via a function key programmed for
this purpose, the associated menu item or by entering the specific call pickup
code followed by the station number of the called station.
Dependencies
Topic
Dependency
Callback
Recalls and callbacks are signaled at the other group
members only if the station flag Call Pickup after
automatic recall has been activated.
Do Not Disturb
Stations that have activated DND do not receive call
pickup signaling.
ISDN Phones
It is not possible to include ISDN telephones in call pickup
groups.
MULAP
It is not possible to include MULAP phone numbers in call
pickup groups.
Related Topics
10.1.2 Group Call
A group call can be defined in cases where multiple subscribers need to be
reached via a single phone number (group phone number). Incoming external
and internal calls are signaled at the same time at all group member phones. The
first station to answer the call is connected to the calling party.
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Every member of a group call can also be reached at his or her own station
number.
The group call must be assigned one of the following properties:
•
Group
Incoming calls are simultaneously signaled at all available group members.
Available group members are subscribers who are not busy. If all group
members are busy, a call is signaled by a camp-on tone. Call signaling
continues at all group members (camp-on tone at busy group members) even
if the subscriber hangs up.
A caller hears the busy tone if all group members are busy and all have
activated the DND feature. If a call forwarding destination has been defined
for this group, the caller does not hear a busy tone, but is forwarded directly
to the next call forwarding destination.
•
RNA
Incoming calls are simultaneously signaled at all group members. If a group
member is busy, the entire group call is marked as busy. Other callers receive
the busy tone.
•
Call waiting
Incoming calls are simultaneously signaled at all available group members.
Available group members are subscribers who are not busy. A call is signaled
by a camp-on tone for busy group members.
This requires that all group members have the Do Not Disturb feature
disabled.
Group calls are treated like stations by the Call forwarding—no answer function.
In other words, if a call cannot be accepted by any of the members in a group call,
it is redirected to a call forwarding destination in accordance with the call
destination list. You can specify whether call forwarding should be performed on
RNA (ring no answer) or busy.
When a call is not answered by any member of a group call, it appears as a
missed call in the journal of the OpenScape Office clients of all members. An
accepted call appears only in the journal of the member who answered the call.
An individual subscriber can belong to multiple group calls and hunt groups.
The group name assigned is shown on the internal caller's display. After a call is
accepted, the name of the subscriber who accepted the call is displayed.
If a member has defined rules using the AutoAttendant, e.g., to forward calls,
these rules will apply only to calls to his or her own station number. The rules are
ignored for group calls.
An administrator with the Advanced profile can configure up to 8 stations per
group call by using the Group Call / Hunt Group wizard. An administrator with
the Expert profile can configure up to 20 stations per group call in Expert mode.
Every group call can be assigned a name containing up to 16 characters.
Voicemail Box for Group Call
When setting up a group call, a voicemail box is created automatically. The call
number of this voicemail box for the group call always matches that of the group
call. If a group call is not accepted by any member, the call is forwarded to the
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voicemail box for the group call. This requires the group call voicemail box to have
been defined as the CFNA (call forwarding on no answer) destination of this group
call.
If a member does not accept an incoming call to his or her own station number,
this call is redirected to a call forwarding destination in accordance with the call
destination list.
Example of a group call of type RNA (ring no answer) with the group call number 404
and the members A (call number 200), B (201) and C (202). Call Forwarding-No Answer
after Timeout to the voicemail box of the group call was set up for the group call. Every
member has defined Call Forwarding-No Answer (CFNA) after Timeout to his or her own
voicemail box.
Inbound call for
Member A (200)
All members are free.
Member A does not accept the call.
Call Forwarding-No Answer after
Timeout occurs to the voicemail box of
member A.
Member A has defined
The call is forwarded immediately
Call Forwarding
(CFU) to the voicemail box of member
Unconditional (CFU) to his A.
or her own voicemail box.
Members B and C are
free.
Inbound call for the
group call (404)
All members are free.
The call is signaled at all other
members. No member accepts the
call. Call Forwarding-No Answer after
Timeout occurs to the voicemail box of
the group call.
Member A has defined
Call Forwarding
Unconditional (CFU) to his
or her own voicemail box.
Members B and C are
free.
The call is signaled at members B and
C. No member accepts the call. Call
Forwarding-No Answer after Timeout
occurs to the voicemail box of the
group call.
Member A has defined
Call Forwarding
Unconditional (CFU) to an
external destination.
Members B and C are
free.
The call is signaled at members B and
C. No member accepts the call. Call
Forwarding-No Answer after Timeout
occurs to the voicemail box of the
group call.
Member A has defined
CFNA rules using the
AutoAttendant. Members
B and C are free.
The call is signaled at all other
members. No member accepts the
call. Call Forwarding-No Answer after
Timeout occurs to the voicemail box of
the group call.
Activating/Deactivating a Group Call
If a subscriber is a member of a group call, he or she can use codes to leave and
rejoin the group call.
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If a subscriber is a member of both multiple group calls and multiple hunt groups,
he or she can use codes to leave and rejoin all group calls and hunt groups.
Subscribers are added to or removed from a specific group call or hunt group by
entering codes and then making a selection from the group calls and hunt groups
displayed.
You can also program function keys with a shift function for joining and leaving.
You can program a function key here that applies for a specific group call and hunt
group or all group calls and hunt groups. Variable programming is also possible.
After you press a function key of this kind, you must select one of the group calls
and hunt groups displayed to define the group call or hunt group you want to
leave/join.
Ring type
For every group call, an administrator with the Expert profile can define the
acoustic signaling of incoming external calls via the ring type setting. You have
the following options:
•
Two rings (default setting)
•
Three rings
•
short-long-short ring
Only the default setting is possible for analog phones. Changes have no effect.
SIP Phones
SIP telephones can be integrated in a group call.
INFO: No programming of function keys is possible for SIP
phones. Furthermore, no features can be activated or deactivated
via codes. Specific display messages of a group call are not
supported.
Dependencies
Topic
Dependency
Call forwarding
If a group member activates call forwarding for all calls, all
calls are signaled at the destination telephone.
Do Not Disturb
If a group member activates the Do Not Disturb feature,
incoming calls for his or her phone are not put through.
This applies to calls via the group phone number and the
member's own station number.
Override
Override is not possible if all members of a group call are
busy.
ISDN Phones
It is not possible to include ISDN telephones in a group
call.
Related Topics
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10.1.3 Hunt Group
Hunt groups permit the distribution of incoming calls to associated subscribers
(members). If a subscriber is busy or does not accept an incoming call, the call is
automatically forwarded to the next free member of the hunt group. All members
of the hunt group can be reached at the same phone number.
Every member of a hunt group can also be reached at his or her own station
number.
The hunt group must be assigned one of the following properties.
•
Linear
An inbound call is always signaled first at the first member of a hunt group.
Further signaling is performed on the basis of the sequence in which the
members are entered in the group table.
•
Cyclic
An inbound call is always signaled first at the member that follows the
subscriber who answered the last call. Further signaling is performed on the
basis of the sequence in which the members are entered in the group table.
The call is automatically forwarded to the next free hunt group member when the
forwarding time expires, provided the call is not answered or a member is busy or
DND is activated.
You can program a call forwarding destination (call destination list) if a call cannot
be answered by any of the members of the hunt group.
An individual subscriber can belong to multiple hunt groups and group calls.
The name assigned to the hunt group is shown on the internal caller's display.
After a call is accepted, the name of the subscriber who accepted the call is
displayed.
If a member has defined rules using the AutoAttendant, e.g., to forward calls,
these rules will apply only to calls to his or her own station number. The rules are
ignored for hunt group calls.
An administrator with the Advanced profile can configure up to 8 stations per hunt
group by using the Group Call / Hunt Group wizard. An administrator with the
Expert profile can configure up to 20 stations per hunt group in Expert mode.
Every hunt group can be assigned a name containing up to 16 characters.
Voicemail Box for Hunt Group
When setting up a hunt group, a voicemail box is automatically created for it. The
call number of this voicemail box for the hunt group always matches that of the
hunt group. If a call for a hunt group is not accepted by any member, the call is
forwarded to the voicemail box for the hunt group. This requires the hunt group
voicemail box to have been defined as the CFNA (call forwarding on no answer)
destination of this hunt group.
If a member does not accept an incoming call to his or her own station number,
this call is redirected to a call forwarding destination in accordance with the call
destination list.
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Example of a linear hunt group with the call number 404 and the members A (call
number 200), B (201) and C (202). Call Forwarding-No Answer after Timeout to the
voicemail box of the hunt group was set up for the hunt group. Every member has
defined Call Forwarding-No Answer (CFNA) after Timeout to his or her own voicemail
box.
Inbound call for
Member A (200)
All members are free.
Member A does not accept the call.
Call Forwarding-No Answer after
Timeout occurs to the voicemail box of
member A.
Member A has defined
The call is forwarded immediately
Call Forwarding
(CFU) to the voicemail box of member
Unconditional (CFU) to his A.
or her own voicemail box.
Members B and C are
free.
Inbound call for the
hunt group (404)
All members are free.
The call is signaled first at member A,
then at member B and then at member
C. No member accepts the call. Call
Forwarding-No Answer after Timeout
occurs to the voicemail box of the hunt
group.
Member A has defined
Call Forwarding
Unconditional (CFU) to his
or her own voicemail box.
Members B and C are
free.
The call is signaled first at member B
and then at member C. No member
accepts the call. Call Forwarding-No
Answer after Timeout occurs to the
voicemail box of the hunt group.
Member A has defined
Call Forwarding
Unconditional (CFU) to an
external destination.
Members B and C are
free.
The call is signaled first at member B
and then at member C. No member
accepts the call. Call Forwarding-No
Answer after Timeout occurs to the
voicemail box of the hunt group.
Member A has defined
CFNA rules using the
AutoAttendant. Members
B and C are free.
The call is signaled first at member A,
then at member B and then at member
C. No member accepts the call. Call
Forwarding-No Answer after Timeout
occurs to the voicemail box of the hunt
group.
Activating/Deactivating the Hunt Group
If a subscriber is a member of a hunt group, he or she can use codes to leave and
rejoin the hunt group.
If a subscriber is a member of both multiple hunt groups and multiple group calls,
he or she can use codes to leave and rejoin all hunt groups and group calls.
Subscribers are added to or removed from a specific hunt group or group call by
entering codes and then making a selection from the hunt groups and group calls
displayed.
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You can also program function keys with a shift function for joining and leaving.
You can program a function key here that applies for a specific or all hunt groups
and group calls. Variable programming is also possible. After you press a function
key of this kind, you must select one of the hunt groups and group calls displayed
to define the hunt group or group call you want to leave/join.
Ring type
For every hunt group, an administrator with the Expert profile can define the
acoustic signaling of incoming external calls via the ring type setting. You have
the following options:
•
Two rings (default setting)
•
Three rings
•
short-long-short ring
Only the default setting is possible for analog phones. Changes have no effect.
SIP Phones
SIP telephones can be integrated in a hunt group.
INFO: No programming of function keys is possible for SIP
phones. Furthermore, no features can be activated or deactivated
via codes. Specific display messages of a hunt group are not
supported.
Dependencies
Topic
Dependency
Call forwarding
If a hunt group member activates call forwarding for all
calls, all calls are signaled at the destination telephone.
Do Not Disturb
If a hunt group member activates the Do Not Disturb
feature, incoming calls for his or her phone are not put
through. This applies to calls for the hunt group and the
member's own station number.
Queue
For cyclical and linear hunt groups, it is not possible to set
up a call queue.
ISDN Phones
It is not possible to include ISDN telephones in hunt
groups.
Related Topics
10.1.4 Configuring Call Pickup Groups, Group Calls and Hunt Groups using
Wizards
Several different wizards are available to conveniently configure call pickup
groups, group calls and hunt groups.
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The Call Pickup wizard can be used to combine subscribers into a group to
enable mutual call pickups. The following application cases, which can be
configured using the wizard, are described here:
•
How to Configure a Call Pickup Group
•
Add or delete a member to or from a call pickup group
The Group Call / Hunt Group wizard can be used to configure group calls of the
type Group. The following application cases, which can be configured using the
wizard, are described here:
•
How to Add a Group Call (Group)
•
How to Edit a Group Call (Group)
•
Deleting a Group Call (Group)
•
How to Add or Delete a Member to or from a Group Call (Group)
•
How to Add a Hunt Group
•
How to Change a Hunt Group
•
How to Delete a Hunt Group
•
How to Add or Delete a Member to or from a Hunt Group
Related Topics
10.1.5 Configuring Call Pickup Groups, Group Calls and Hunt Groups using
Expert Mode
Besides the configuration options available through wizards, administrators with
the Expert profile are also offered additional options to configure call pickup
groups, group calls and hunt groups via the Expert mode.
The procedure for the following application cases, which can be configured using
the Expert mode wizard, is described here:
•
How to Enable or Disable the Display of a Caller's Station Number and Name
•
How to Activate or Deactivate the Warning Tone
•
How to Enable or Disable Call Pickup for Recalls
•
How to Add a Group Call (RNA or Call Waiting)
•
How to Display or Edit a Group Call (RNA or Call Waiting)
•
How to Delete a Group Call (RNA or Call Waiting)
•
How to Add or Delete a Member to or from a Group Call (RNA or Call Waiting)
•
How to Enable or Disable Do Not Disturb for a Group Member
Related Topics
10.2 Team Configuration / Team Group and Executive/Secretary or Top
Group (LX/MX)
A Team Configuration / Team Group offers several convenient team functions.
The station numbers of all team members are programmed on MULAP keys
(trunk keys). Every team member can thus access all trunks (for instance, for call
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pickup) and can also conduct calls simultaneously via multiple trunks. An
Executive/Secretary or Top Group offers convenient Executive and Secretary
functions (Top function) for up to three executives and up to three secretaries.
Related Topics
10.2.1 Team Configuration / Team Group
MULAP (Multiple Line Appearance) keys (trunk keys) are programmed on a
telephone with team function with the individual telephone's number and the
phone numbers of all other team members. Every team member can access all
trunks (for instance, for call pickup) and can also conduct calls simultaneously via
multiple trunks. In addition, DSS keys with which the team members can directly
call one another are programmed automatically.
The MULAP keys give team members access to the phone numbers of all
members. An incoming call for a team member can thus also be accepted by all
other members by pressing the flashing MULAP key. Team members can also
toggle between multiple trunks. By pressing a MULAP key, a team member can
make an outbound call via the associated line. The station number of this line will
then appear on the display of the called party.
Incoming calls are visually signaled at the same time on all team member phones
via the MULAP key LED. You can also specify for each team member if incoming
calls should also be signaled acoustically.
Every team member can use a group call key to activate or deactivate incoming
call signaling for each individual trunk.
An administrator with the Advanced profile can configure up to 3 stations per
Team configuration/Team group by using the Team Configuration wizard. An
administrator with the Expert profile can configure up to ten stations per Team
configuration or Team group in Expert mode.
Every team configuration / team group can be assigned a name containing up to
16 characters.
When setting up a Team configuration or Team group, the following properties
are assigned to its members (these settings can be changed by an administrator
with the Expert profile in Expert mode.):
246
•
Master
This parameter changes a member into a master of the Team configuration /
Team group. If a master activates call forwarding, this applies to all members
(phones) in the Team configuration / Team group.
Default setting: master is the first member of the Team configuration / Team
group.
•
Acoustic ring
If this parameter is activated, incoming calls are signaled acoustically.
Default setting: the parameter is activated.
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•
Automatic seizure outgoing
If this parameter is active, a call is automatically made via the MULAP trunk
of this member on lifting the handset. If the parameter is not active, the
subscriber must press the MULAP key before dialing is possible.
Default setting: the parameter is activated.
•
No automatic incoming call acceptance
If this parameter is activated, you cannot answer an incoming call by lifting the
handset. An incoming call must be accepted by pressing the MULAP key.
Default setting: the parameter is not activated.
•
Automatic conference release
If the parameter is active, you can release the seized MULAP line for a
conference by pressing the MULAP key. The release of this line is signaled to
all other members by the flashing MULAP key. They can join the conference
by pressing the MULAP key.
Default setting: the parameter is not activated.
•
MULAP key set up
If the parameter is active, a MULAP key is programmed on the associated
phone. Pressing the key sets up an outgoing call via the MULAP trunk of the
master. The MULAP station number of the master appears on the called
party's display.
Default setting: the parameter is not activated.
Using MULAP Keys
Every team member is assigned a separate trunk (MULAP trunk). The member's
own trunk and the trunks of all other members are programmed as MULAP keys
(trunk keys) for every team member. This means that every team can use all
available MULAP trunks.
The LED on a MULAP key (trunk key) can have different statuses with the
following meaning:
•
Off: the relevant trunk is free and can be used.
•
Lit: the relevant trunk is busy.
•
Flashing fast: call on the relevant trunk.
•
Flashing slow: an on-hold call is waiting on the relevant trunk.
Using DSS Keys
Every team member has a DSS key for every other team member. This means
that team members can reach each other directly at the push of a button.
A Direct Station Select (DSS) key can also be used to quickly transfer an existing
call to the team member programmed on it.
The LED on a DSS key can have different statuses with the following meanings:
•
Off: the associated Team member is not conducting a call.
•
Lit: the associated Team member is conducting a call or has activated Do Not
Disturb.
•
Flashing fast: the associated Team member is conducting a call. The call can
be accepted by pressing the Direct Station Select (DSS) key.
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•
Flashing slowly: the associated Team member is being called and has not yet
answered. The call can be accepted by pressing the Direct Station Select
(DSS) key.
Ring type
For every Team configuration / Team group, an administrator with the Expert
profile can define the acoustic signaling of incoming external calls via the ring type
setting. You have the following options:
•
Two rings (default setting)
•
Three rings
•
short-long-short ring
Only the default setting is possible for analog phones. Changes have no effect.
Fax Box for Team Configuration / Team Group
For each Team configuration or Team group, a fax box can be set up via which
the members can receive Fax messages directly through myPortal for Desktop or
myPortal for Outlook. As a prerequisite, at least one member must be licensed as
a Comfort Plus User.
If a fax box was already configured for the master (the first member) of the Team
configuration/Team group, this fax box is taken over when setting up the Team
configuration/Team group. Previously configured fax boxes of other members are
deleted.
After a Team configuration or Team group is dissolved, only the prior master (i.e.,
the first member) can use his or her fax box.
SIP Phones
SIP telephones can be integrated in a Team configuration / Team group. As a
prerequisite, a system telephone (IP phone, HFA) must have been defined as the
first member of the Team configuration / Team group.
Dual-mode mobile phones that are configured as Mobility Entry stations, for
example, can be integrated. Dual-mode mobile phones support both GSM/UMTS
networks and WLAN networks. A dual-mode mobile phone can be registered as
an IP station (SIP client) at the communication system over a WLAN.
INFO: No programming of MULAP keys and DSS keys is
possible for SIP phones. Furthermore, no features can be
activated or deactivated via codes. Specific display messages of
the Team configuration / Team group are not supported.
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Dependencies
Topic
Dependency
Call forwarding
One team member has activated call forwarding for all
calls. In this case, all calls for his or her own station
number will be forwarded.
Do Not Disturb
If a Team member activates the Do Not Disturb feature,
incoming calls are not put through.
ISDN Phones
It is not possible to include ISDN telephones in Team
configurations / Team groups.
Related Topics
Related Topics
• Direct station select
10.2.2 Executive/Secretary or Top Group
Top groups can be configured if you need user-friendly executive and secretary
functions (Top function).
Executive/secretary functions can be configured for groups with up to three
executives and up to three secretaries.
INFO: The terms "executive" and "secretary" also apply to groups
with more than one executive and more than one secretary. The
terms "executive" and "secretary" used in this document are
gender-neutral.
Every Top member (every executive and every secretary) is assigned a separate
trunk, known as a MULAP (Multiple Line Appearance) trunk. The member's own
MULAP trunk and the MULAP trunks of all other members are programmed as
MULAP keys (trunk keys) for every Top member. The MULAP phone number is
shown on the called party's display for outgoing calls via the MULAP trunk. The
Secretary station can make calls via its own trunk or the MULAP trunk of all
executives and other secretary stations. For example, if a connection is to be set
up for an executive, the MULAP trunk of that executive can be used.
DSS keys are also programmed to allow the executive to call the secretary
directly, and vice versa.
Incoming calls are visually signaled at the same time on all Top member phones
via the LED on the trunk key. You can also specify for each Top member if
incoming calls should also be signaled acoustically. Acoustic signaling depends
here on the ring transfer key.
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You can use a ring transfer key to change the signaling for incoming calls.
Incoming calls are signaled either at the executive or secretary phone. If the
executive presses the ring transfer key, incoming calls will still be displayed to the
executive via a tray pop. Accepting a call can, however, only be done via an
appropriate key on the phone and not via the tray pop.
You can use a group call key on Secretary phones to add or remove the station
to or from the Executive/Secretary configuration or Top group. In this case, ring
transfer has priority.
INFO: If the secretary uses the group call key to leave the
Executive/Secretary configuration or Top group without activating
ring transfer for the executive, incoming calls are not signaled at
either the executive or the secretary.
An administrator with the Advanced profile can define up to two executives and
two secretaries per Executive/Secretary configuration or Top group using the
Executive/Secretary wizard. An administrator with the Expert profile can define
up to three executives and three secretaries per Executive/Secretary
configuration or Top group in Expert mode.
For every executive, a maximum of three phones can be set up; for every
secretary, a maximum of two phones.
Every Executive/Secretary configuration or Top group can be assigned a name
containing up to 16 characters.
When setting up an Executive/Secretary configuration or Top group, the following
properties are assigned to its members (these settings can be changed by an
administrator with the Expert profile in Expert mode.):
250
•
Master
This parameter assigns executive functions to a member. The Executive
MULAP trunk is automatically selected for a call on lifting the handset.
Incoming calls via the associated Executive MULAP phone number are only
signaled visually by default.
Default setting: All executives of the Executive/Secretary configuration or Top
group receive Executive functions.
•
Acoustic ring
If this parameter is activated, incoming calls are signaled acoustically.
Default setting: the parameter is active for all members with the secretary
function.
•
Automatic seizure outgoing
If this parameter is active, a call is automatically made via the MULAP trunk
of this member on lifting the handset. If the parameter is not active, the
subscriber must press the MULAP key before dialing is possible.
Default setting: the parameter is activated for all members.
•
No automatic incoming call acceptance
If this parameter is activated, you cannot answer an incoming call by lifting the
handset. An incoming call must be accepted by pressing the MULAP key.
Default setting: the parameter is not activated.
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Team Configuration / Team Group and Executive/Secretary or Top Group (LX/MX)
•
Automatic conference release
If the parameter is active, you can release the seized MULAP line for a
conference by pressing the MULAP key. The release of this line is signaled to
all other members by the flashing MULAP key. They can join the conference
by pressing the MULAP key.
Default setting: the parameter is not activated.
•
MULAP key set up
If the parameter is active, a MULAP key is programmed on the associated
phone. You can press the key to set up an outgoing call via the Executive
MULAP trunk. The Executive MULAP phone number appears on the called
party's display.
Default setting: the parameter is activated.
Using MULAP Keys
Every Top member is assigned a separate trunk (MULAP trunk). The member's
own trunk and the trunks of all other members are programmed as MULAP keys
(trunk keys) for every Top member. This means that every Top member can use
all available MULAP lines.
The LED on a MULAP key (trunk key) can have different statuses with the
following meaning:
•
Off: the relevant trunk is free and can be used.
•
Lit: the relevant trunk is busy.
•
Flashing fast: call on the relevant trunk.
•
Flashing slowly: an on-hold call is waiting on the relevant trunk or the relevant
trunk was released for a conference.
Using DSS Keys
Every Top member has a DSS key for every other Top member. This means that
Top members can reach each other directly at the push of a button.
A Direct Station Select (DSS) key can also be used to quickly transfer an existing
call to the Top member programmed on it.
The LED on a DSS key can have different statuses with the following meanings:
•
Off: The associated Top member is not conducting a call.
•
Lit: the associated Top member is conducting a call or has activated Do Not
Disturb.
•
Flashing fast: the associated Top member is conducting a call. The call can
be accepted by pressing the Direct Station Select (DSS) key.
•
Flashing slowly: the associated Top member is being called and has not yet
answered. The call can be accepted by pressing the Direct Station Select
(DSS) key.
Ring type
For every Executive/Secretary configuration or Top group, an administrator with
the Expert profile can define the acoustic signaling of incoming external calls via
the ring type setting. You have the following options:
•
Two rings (default setting)
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•
Three rings
•
short-long-short ring
Only the default setting is possible for analog phones. Changes have no effect.
Fax Boxes for Executive/Secretary Configuration or Top Group
For each member of an Executive/Secretary configuration or Top group, a fax box
can be set up via which the members can receive Fax messages directly through
myPortal for Desktop or myPortal for Outlook. As a prerequisite, at least one
member must be licensed as a Comfort Plus User.
If a fax box was already configured for the first executive of the Executive/
Secretary configuration or Top group, this fax box is taken over when setting up
the Executive/Secretary configuration or Top group. Previously configured fax
boxes of other members are deleted.
After an Executive/Secretary configuration or Top group is dissolved, only the
prior first executive can use his or her fax box.
SIP Phones
SIP telephones can be integrated in an Executive/Secretary configuration or Top
group. As a prerequisite, a system telephone (IP phone, HFA) must have been
defined as the first member of the Executive/Secretary configuration or Top group
(Exec. 1).
Dual-mode mobile phones that are configured as Mobility Entry stations, for
example, can be integrated. Dual-mode mobile phones support both GSM/UMTS
networks and WLAN networks. A dual-mode mobile phone can be registered as
an IP station (SIP client) at the communication system over a WLAN.
INFO: No programming of MULAP keys and DSS keys is
possible for SIP phones. Furthermore, no features can be
activated or deactivated via codes. Specific display messages of
the Executive/Secretary configuration / Top group are not
supported.
Dependencies
Topic
252
Dependency
Call forwarding
A Top member has activated call forwarding for all calls. In
this case, all calls for his or her own station number will be
forwarded.
Do Not Disturb
If a Top member activates the Do Not Disturb feature,
incoming calls are not put through.
ISDN Phones
It is not possible to include ISDN or SIP phones in
Executive/Secretary configurations or Top groups.
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Related Topics
Related Topics
• Direct station select
10.2.3 Configuring Team Configurations / Team Groups and Executive/
Secretary Functions / Top Groups using Wizards
Several different wizards are available to conveniently configure team
configurations (team groups) and executive/secretary functions (top groups).
The Team Configuration wizard can be used to set up Team configurations
(Team groups). The following application cases, which can be configured using
the wizard, are described here:
•
Adding a Team Configuration / Team Group
•
Editing a Team Configuration / Team Group
•
Deleting a Team Configuration / Team Group
The Executive / Secretary wizard can be used to configure convenient Executive
and Secretary functions (Top function). The following application cases, which
can be configured using the wizard, are described here:
•
How to Add an Executive/Secretary or Top Group
•
How to Edit an Executive/Secretary or Top Group
•
How to Delete an Executive / Secretary or Top Group
Related Topics
10.2.4 Configuring Team configurations / Team groups and Executive/
Secretary functions / Top groups using Expert mode
Besides the configuration options available through wizards, administrators with
the Expert profile are also offered additional options to configure Team
configurations / Team groups and Executive/Secretary functions / Top groups via
the Expert mode.
The procedure for the following application cases, which can be configured using
the Expert mode wizard, is described here:
•
How to Add or Delete a Member to or from a Team Configuration or Team
Group
•
How to Edit a Member of a Team Configuration / Team Group
•
How to Edit the Properties of Members in a Team Group
•
How to Change the Programmed Feature Keys for a Team Configuration /
Team Group
•
How to Add a Fax Box to a Team Configuration / Team Group
•
How to Add or Delete a Member to or from an Executive/Secretary or Top
Group
•
How to Edit a Member of an Executive/Secretary or Top Group
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Basic MULAP and Executive MULAP (LX/MX)
•
How to Edit the Properties of an Executive/Secretary or Top Group
•
How to Add a Fax Box to an Executive/Secretary or Top Group
Related Topics
10.3 Basic MULAP and Executive MULAP (LX/MX)
A Basic MULAP enables a subscriber who uses multiple telephones (e.g., a fixednetwork telephone and a mobile phone) to be reached under a single phone
number. You can configure Executive MULAPs if you want to use restricted
executive and secretary functions.
Related Topics
10.3.1 Basic MULAP
Basic MULAPs can be configured if a subscriber is using a number of different
phones (for example, a fixed-network phone and mobile phone) but would like to
be reached at a single phone number (Basic MULAP phone number).
If a caller rings the Basic MULAP phone number, the call is visually signaled at all
phones belonging to the Basic MULAP. The subscriber can also set whether or
not incoming calls should also be acoustically signaled for each individual
member. The status of the Basic MULAP changes to busy and other callers hear
the busy signal when a call is answered.
The Basic MULAP phone number is shown on the called party's display for
outgoing calls via the Basic MULAP trunk.
Up to 20 members can be configured per Basic MULAP.
Every Basic MULAP can be assigned a name containing up to 16 characters.
Each of the subscriber's phones is a member of the Basic MULAP and each
member can be assigned the following properties:
254
•
Master
This parameter changes a member into a master of the Basic MULAP. If a
master activates call forwarding, this feature applies to all members (phones)
in the Basic MULAP. If the master activates an automatic callback on a Basic
MULAP, the callback is initiated as soon as all masters are free.
Default setting: master is the first member of the Basic MULAP.
•
Acoustic ring
If this parameter is activated, incoming calls are signaled acoustically.
Default setting: the parameter is active for all masters.
•
Automatic seizure outgoing
If this parameter is active, the Basic MULAP trunk is automatically called
when the subscriber lifts the handset. If the parameter is not active, the
subscriber must press the MULAP key before dialing is possible.
Default setting: automatic outgoing seizure is assigned to all masters.
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•
No automatic incoming call acceptance
If this parameter is activated, you cannot answer an incoming call by lifting the
handset. An incoming call must be accepted by pressing the MULAP key.
Default setting: the parameter is not activated.
•
Automatic conference release
If the parameter is active, you can release the seized MULAP line for a
conference by pressing the MULAP key. The release of this line is signaled to
all other members by the flashing MULAP key. They can join the conference
by pressing the MULAP key.
Default setting: the parameter is not activated.
•
MULAP key set up
If the parameter is active, a MULAP key is programmed on the associated
phone. You can press the key to set up an outgoing call via the Basic MULAP
trunk. The Basic MULAP number appears on the called party's display.
Default setting: the parameter is activated.
Using MULAP Keys
The LED on a MULAP key can have different statuses with the following meaning:
•
Off: the relevant trunk is free and can be used.
•
Lit: the relevant trunk is busy.
•
Flashing fast: call on the relevant trunk.
•
Flashing slowly: an on-hold call is waiting on the relevant trunk or the relevant
trunk was released for a conference.
Ring type
For every Basic MULAP, an administrator with the Expert profile can define the
acoustic signaling of incoming external calls via the ring type setting. You have
the following options:
•
Two rings (default setting)
•
Three rings
•
short-long-short ring
Only the default setting is possible for analog phones. Changes have no effect.
SIP Phones
SIP telephones can be integrated in a Basic MULAP. As a prerequisite, a system
telephone (IP phone, HFA) must have been defined as the first member of the
Basic MULAP.
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Basic MULAP and Executive MULAP (LX/MX)
Dual-mode mobile phones that are configured as Mobility Entry stations, for
example, can be integrated. Dual-mode mobile phones support both GSM/UMTS
networks and WLAN networks. A dual-mode mobile phone can be registered as
an IP station (SIP client) at the communication system over a WLAN.
INFO: No programming of MULAP keys is possible for SIP
phones. Furthermore, no features can be activated or deactivated
via codes. Specific display messages of the Basic MULAP are not
supported.
Dependencies
Topic
Dependency
Do Not Disturb
When Do Not Disturb is activated, incoming calls are no
longer put through.
ISDN Phones
It is not possible to include ISDN telephones in Basic
MULAPs.
Related Topics
10.3.2 Executive MULAP
You can configure Executive MULAPs if you want to use restricted executive and
secretary functions.
All members of an Executive MULAP can be reached at the Executive MULAP
phone number as well as at their personal station numbers.
INFO: The terms "executive" and "secretary" used in this
document are gender-neutral.
Up to 20 members can be configured per Executive MULAP.
Every Executive MULAP can be assigned a name containing up to 16 characters.
The parameters described below define which members of an Executive MULAP
can use executive functions (Executive) and which can use secretary functions
(Secretary).
If a caller rings the Executive MULAP phone number, the call is visually signaled
at all phones belonging to the Executive MULAP. Incoming calls are also signaled
acoustically for members with secretary functions.
The Executive MULAP phone number is shown on the called party's display for
outgoing calls via the Executive MULAP trunk.
The members of an Executive MULAP can be assigned the following properties:
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•
Master
This parameter is used to assign executive functions to a member. The
Executive MULAP trunk is automatically selected for a call when you lift the
handset. Incoming calls via the Executive MULAP phone number are only
signaled visually.
Default setting: the first member of the Executive MULAP is assigned
executive functions.
•
Acoustic ring
If this parameter is activated, incoming calls are signaled acoustically.
Default setting: the parameter is active for all members with the secretary
function.
•
Automatic seizure outgoing
If this parameter is active, the Executive MULAP trunk is automatically called
when you lift the handset. If the parameter is not active, the subscriber must
press the MULAP key before dialing is possible.
This parameter cannot be used by members with the secretary function.
Default setting: the parameter is active for all members with the executive
function.
•
No automatic incoming call acceptance
If this parameter is activated, you cannot answer an incoming call by lifting the
handset. An incoming call must be accepted by pressing the MULAP key.
Default setting: the parameter is not activated.
•
Automatic conference release
If the parameter is active, you can release the seized MULAP line for a
conference by pressing the MULAP key. The release of this line is signaled to
all other members by the flashing MULAP key. They can join the conference
by pressing the MULAP key.
Default setting: the parameter is not activated.
•
MULAP key set up
If the parameter is active, a MULAP key is programmed on the associated
phone. You can press the key to set up an outgoing call via the Executive
MULAP trunk. The Executive MULAP phone number appears on the called
party's display.
Default setting: the parameter is activated.
Using MULAP Keys
The LED on a MULAP key can have different statuses with the following meaning:
•
Off: the relevant trunk is free and can be used.
•
Lit: the relevant trunk is busy.
•
Flashing fast: call on the relevant trunk.
•
Flashing slowly: an on-hold call is waiting on the relevant trunk or the relevant
trunk was released for a conference.
Ring type
For every Executive MULAP, an administrator with the Expert profile can define
the acoustic signaling of incoming external calls via the ring type setting. You
have the following options:
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•
Two rings (default setting)
•
Three rings
•
short-long-short ring
Only the default setting is possible for analog phones. Changes have no effect.
SIP Phones
SIP telephones can be integrated in an Executive MULAP. As a prerequisite, a
system telephone (IP phone, HFA) must have been defined as the first member
of the Executive MULAP (Exec. 1).
Dual-mode mobile phones that are configured as Mobility Entry stations, for
example, can be integrated. Dual-mode mobile phones support both GSM/UMTS
networks and WLAN networks. A dual-mode mobile phone can be registered as
an IP station (SIP client) at the communication system over a WLAN.
INFO: No programming of MULAP keys is possible for SIP
phones. Furthermore, no features can be activated or deactivated
via codes. Specific display messages of the Executive MULAP
are not supported.
Dependencies
Topic
Dependency
Do Not Disturb
When Do Not Disturb is activated, incoming calls are no
longer put through.
ISDN Phones
It is not possible to include ISDN telephones in Executive
MULAPs.
Related Topics
10.3.3 Configuring Basic MULAPs and Executive MULAPs
The configuration of Basic and Executive MULAPs can only be performed by an
administrator with the Expert profile and in Expert mode.
The procedure for the following application cases, which can be configured using
the Expert mode wizard, is described here:
258
•
How to Add a Basic MULAP
•
Display or Edit a Basic MULAP
•
How to Delete a Basic MULAP
•
How to Add or Delete a Member to or from a Basic MULAP
•
How to Edit a Member of a Basic MULAP
•
How to Add an Executive MULAP
•
How to Display or Edit an Executive MULAP
•
How to Delete an Executive MULAP
•
How to Add or Delete a Member to or from an Executive MULAP
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Voicemail Group and Fax Box Group (LX/MX)
•
How to Edit a Member of an Executive MULAP
Related Topics
10.4 Voicemail Group and Fax Box Group (LX/MX)
A voicemail group enables a subscriber group to access voicemails. When a call
is placed to the call number of a voicemail group, the call is sent directly to the
voicemail box (i.e., the voicemail) of the group and not to the group members. A
fax box group (fax group) enables a subscriber group to access fax messages.
The fax box of the group is reached directly via the station number of the fax box
group.
Related Topics
10.4.1 Voicemail Group
A voicemail group enables a specific group of subscribers to access voicemails.
When a call is placed to the call number of a voicemail group, the call is sent
directly to the voicemail box (i.e., the voicemail) of the group and not to the group
members. After a voicemail is left in the voicemail box of the group, it is forwarded
to the voicemail boxes of all members.
All members receive the voicemail simultaneously. Whenever a member deletes
a voicemail, this voicemail is also deleted from the voicemail boxes of all
members and the voicemail box of the group. The personal voicemails of all
members are not affected by this.
Every member of a voicemail group can be reached under his or her own station
number.
Up to 20 members can be configured per voicemail group.
Every voicemail group can be assigned a name containing up to 16 characters.
Dependencies
Topic
Ringing group on
Dependency
The Ringing group feature cannot be used.
Related Topics
10.4.2 Fax Box Group
A fax box group (fax group) enables a specific group of subscribers to access fax
messages. The fax box of the group is reached directly via the station number of
the fax box group. After a fax message is left in the fax box of the group, it is
forwarded to the fax boxes of all members.
All members receive the fax message simultaneously. Whenever a member
deletes a fax message, this voicemail is also deleted from the fax boxes of all
members and the fax box of the group.
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Speaker Call for Groups (LX/MX)
Every member of a fax box group can be reached under his or her own station
number.
Up to 20 fax box groups can be configured.
Every fax box group can be assigned a name containing up to 16 characters.
Related Topics
10.4.3 Configuring Voicemail Box Groups and Fax Box Groups
The configuration of voicemail box groups and fax box groups can only be
performed by an administrator with the Expert profile and in Expert mode.
The procedure for the following application cases, which can be configured using
the Expert mode wizard, is described here:
•
Add a voicemail group
•
Display or edit a voicemail group
•
Delete a voicemail group
•
Add or delete a member to or from a voicemail group
•
Edit a member of a voicemail group
•
Configure a fax box group
•
Display or edit a fax box group
•
Add or delete a member to or from a fax box group
Related Topics
10.5 Speaker Call for Groups (LX/MX)
Speaker call for groups enable the broadcasting of announcements to all internal
members of a group.
Related Topics
10.5.1 Internal Paging
Internal paging enables up to eight internal members of a group to be addressed
directly. This feature is also known as a group broadcast. Internal paging is not
performed for group members who are busy or have activated the Do Not Disturb
feature. Group members have no direct answering option. Answering is only
possible by lifting the handset, which results in a transition to a normal two-way
conversation.
Internal paging can be used via a function key programmed for this purpose, the
menu item Speaker call or by entering the appropriate code and then dialing the
station number of the target group. A function key can also be programmed with
a group phone number. A connection to the programmed group is immediately set
up when you press a function key of this kind.
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Dependencies
Topic
Dependency
Do Not Disturb
Group members who have activated DND do not receive
any announcements.
ISDN phones, SIP phones
The "Internal Paging" feature cannot be used with ISDN or
SIP phones.
Related Topics
10.5.2 Transfer to Group from Announcement
A call on consultation hold can be transferred to a group via Transfer from
Announcement. An announcement to the group is initiated for this (internal
paging). The system sets up a two-party call when another party in the group lifts
the handset or turns on the loudspeaker and the party who transferred the call
hangs up. The connection is cleared down for the other group members.
Internal paging can be used via a function key programmed for this purpose, the
menu item Speaker call or by entering the appropriate code and then dialing the
station number of the target group. A function key can also be programmed with
a group phone number. A connection to the programmed group is immediately set
up when you press a function key of this kind.
Dependencies
Topic
Dependency
Do Not Disturb
Group members who have activated DND do not receive
any announcements.
ISDN phones, SIP phones
The "Transfer to Group from Announcement" feature
cannot be used with ISDN and SIP phones.
Related Topics
10.6 UCD (Uniform Call Distribution) (LX/MX)
The Uniform Call Distribution (UCD) feature of the communication system
enables incoming calls to be uniformly distributed to a group of stations (UCDgroup).
UCD groups are primarily used in technical hotline environments (e.g., customer
service hotlines), for managing complaints, in market research, order processing
and acceptance (e.g., by mail-order companies and ticketing services) and even
for emergency services.
As a rule, call distribution occurs by sending an incoming call to a UCD group to
the station (agent) in the UCD group whose last call lies furthest in the past. It is
also possible to define other distribution rules.
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UCD (Uniform Call Distribution) (LX/MX)
If there is no agent free to accept an incoming call, the call is automatically
forwarded to a queue. Waiting calls are distributed to free agents on the basis of
priority and wait time.
Announcements or music on hold can be played for waiting callers.
Configuration
The UCD wizard can be used to configure groups and stations for intelligent call
distribution (UCD). The following application cases, which can be configured
using the wizard, are described here:
•
Configuring Call Distribution / UCD Groups
•
Adding/Deleting UCD Agents
•
Changing Announcements / Music on Hold for UCD
Besides the configuration options available through wizards, administrators with
the Expert profile are also offered additional configuration options in Expert
mode.
Related Topics
10.6.1 Call Distribution / UCD Group
A UCD group contains agents (subscribers) that belong to a work group and can
be reached at a single phone number. An incoming internal or external call is
automatically delivered to the agent who is idle longest.
Every UCD group can be configured using OpenScape Office Assistant (in
Expert mode) so that incoming calls to an agent are automatically accepted by
the communication system (Unattended Incoming Call Connection AICC).
If all agents of a UCD group are busy, incoming calls can be placed in a queue.
The maximum number of calls in the queue can be individually set for every UCD
group. When the maximum number of queued calls is reached, further calls can
be forwarded to an overflow destination (which may be an external destination,
another UCD group, an internal station or a group).
If the overflow destination is another UCD group and if all other agents in this UCD
group are busy, the call remains in the queue associated with the original group
and is also entered in the queue of the other UCD group (overflow destination).
Announcements or music can be played for on-hold callers.
Every UCD group can be assigned a name containing up to 16 characters.
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Dependencies
Topic
Call forwarding
Dependency
A call is not forwarded to a UCD group in the following
cases:
• If a hunt group is called and a subscriber with call
forwarding to a UCD group is next, this call is not
forwarded. In this case, the next station in the hunt group
is immediately called.
• A subscriber is a member of a group call with the
property "Group" and has activated call forwarding to a
UCD group.
• A station is a member of a group call no answer. If the
group is called, the call is not forwarded to the UCD
group. Exception: The first subscriber entered has
activated call forwarding to a UCD group. In this case,
the call is forwarded.
Related Topics
10.6.2 UCD Agents
The stations of a UCD group (agents) comprise a workgroup and are typically
deployed for technical hotlines, for example, or in order processing, order
acceptance, CRM, etc. All incoming calls are distributed to the available stations
in a UCD group.
The assignment of agents to the UCD groups occurs via identification codes
(IDS). An ID can be assigned to no more than one UCD group. An agent can be
assigned multiple IDs. This lets an agent work in more than once UCD group. An
agent, however, can only be logged on and therefore active in one UCD group at
a time.
In order to use the UCD functions effectively, agents should have phones
equipped with a display, function keys and a headset.
Logging on/off
Agents can log into any phone of the communication system (except ISDN and
SIP phones) by using their respective IDs (Identification Code). The agent is
available following successful login and permanently assigned to the relevant
phone until he or she logs off. The agent cannot log into another phone. Agents
who have logged off are no longer considered for the call distribution.
The UCD functions for logging in, logging out and for changing the station status
can be accessed by agents from the telephone via programmed function keys or
via the associated menu items or via codes.
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Subscriber states
An agent's state is available following successful login. If required, a agent can
set his or her own station status, or the status may be changed automatically,
depending on the agent's current activity. The current subscriber state is shown
on the phone's display.
The following displays are possible:
Display
Meaning
available
The agent is available and can accept UCD calls.
not available
The agent temporarily logged off his or her workstation
(for example, for a break).
wrap up
The agent is in wrap-up mode. He or she does not receive
any UCD calls during the wrap-up time. Depending on the
configuration, this can be an individual wrap-up time (the
agent independently defines the length of the wrap-up
time by changing his or her subscriber status) or an
automatic wrap-up time (a wrap-up time is automatically
available to all agents after a UCD call).
for <UCD group name>
The agent receives a UCD call.
An agent logs off after his or her shift and is therefore no longer available for UCD
calls. The agent can still be reached at his or her personal station number.
If all agents of a UCD group are in the state not available, incoming calls are
forwarded to an overflow destination (an external destination, another UCD
group, an internal station or a group).
If an agent does not accept a call although he or she is logged on and available,
the communication system automatically sets the status of that station to not
available.
Dependencies
Topic
Call forwarding
Dependency
If an agent activates the Call Forwarding feature, he or she is
automatically logged off and is no longer available for UCD
calls.
ISDN phones, SIP phones It is not possible to use ISDN and SIP phones here.
Related Topics
10.6.3 Wrap up
This feature temporarily removes an agent from the call distribution in order to
allow the agent some time to wrap up the call just completed. The agent does not
receive any UCD calls during the wrap-up time.
A distinction is made between:
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•
the individual wrap-up time.
The agent sets the wrap-up time length by changing his or her subscriber
state.
•
the automatic wrap-up time.
The Uniform Call Distribution (UCD) feature is configured for this in such a
way that a wrap-up time is automatically made available to all agents in all
UCD groups after a UCD call. The automatic wrap-up time is defined in ring
cycles, that is, in increments of five seconds.
An agent can manually extend the automatic wrap-up time by changing his or
her subscriber state.
An agent can be reached throughout the wrap-up time via his or her personal
station number.
Related Topics
10.6.4 Call Prioritization
You can set a priority for incoming internal and external calls for a UCD group.
The queued calls are distributed to the agents in a UCD group on the basis of
priority and the wait time.
A queued call with a high priority is answered before a call that has been waiting
longer but has a lower priority. A queued call with low priority will be forwarded to
an overflow destination before a queued call with high priority.
Priorities are assigned on the basis of trunks for external calls (per B channel),
regardless of whether IP or TDM lines are involved.
Examples:
•
Communication system with ISDN Primary Rate Interface (S2M interface) and
ISDN Point-to-Multipoint connection (S0 interface)
Incoming calls via the ISDN Primary Rate Interface are normal customer calls.
All B channels of the 2M interface are thus assigned a medium priority. Calls
received via the ISDN point-to-multipoint connection are urgent calls, e.g.,
high-priority orders for spare parts. All B channels of the S0 interface are thus
assigned a high priority.
•
Communication system with a point-to-point connection to an Internet
Telephony Service Provider ITSP and an ISDN point-to-multipoint connection
(S0 interface)
Incoming calls via the PABX number for IP telephony are normal customer
calls. All B channels of the LAN interface are thus assigned a medium priority.
Calls received via the ISDN point-to-multipoint connection are urgent calls,
e.g., high-priority orders for spare parts. All B channels of the S0 interface are
thus assigned a high priority.
The priority is set system-wide for internal calls and therefore applies equally to
all internal calls.
Ten priority levels (1 = high, 10 = low) are available.
By default, priority = 10 is set for internal calls, and priority = 1 for external calls.
Related Topics
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UCD (Uniform Call Distribution) (LX/MX)
10.6.5 Accepting UCD Calls Automatically
This feature lets agents accept incoming calls without any additional operations
(Automatic Incoming Call Connection AICC).
This feature can only be used if the agent's phone has a headset and Disconnect
key. An audible tone notifies the agent via the headset about an incoming call that
is then automatically put through.
An agent can clear down an ongoing call by pressing the Disconnect key.
The "AICC" feature is not activated by default. Activation is performed on a groupspecific basis and applies to all agents in a UCD group, irrespective of whether or
not the agent's phone features a headset.
Related Topics
10.6.6 UCD queue
If all agents of a UCD group are busy, incoming calls can be placed in a queue.
Announcements or music can be played for on-hold callers.
If a call that is waiting in the queue for a specific period (first call cycle) is not
accepted by the agent longest in available state, this agent's state is changed to
not available and the call is transferred to the next available agent. If this agent
does not answer the call either within a set period (second call cycle), the status
of this agent is changed to not available. The call is routed to the overflow
destination if the status of all agents is not available.
For every UCD group, the maximum number of calls in the queue can be set
individually. If the maximum number of waiting calls is exceeded, further calls can
be routed to an overflow destination.
You can select an external destination, another UCD group, an internal station or
a group as the overflow destination. If the overflow destination is another UCD
group and if all other agents in this UCD group are busy, the call remains in the
queue associated with the original group and is also entered in the queue of the
other UCD group (overflow destination).
An agent can query the number of calls in the queue for his or her UCD group with
a specially programmed function key of via the assigned menu item or code.
Calls in a Queue
The maximum number of calls in the queue is 30 for UCD groups 1 through 59
and 72 for UCD group 60.
The minimum number of calls in the queue is zero. There is no queue if the
minimum number is set to zero. Calls are redirected or rejected directly at an
overflow destination if there is no agent available.
Related Topics
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10.6.7 UCD Overflow
UCD calls can be forwarded to an overflow destination if they are not accepted by
the agents of a UCD group and if no queue was set up or if the maximum number
of calls in the queue was reached.
The maximum number of calls in the queue can be individually set for every UCD
group. If this number is exceeded, further calls can be routed to an overflow
destination.
If you do not want a queue to be created, you can enter zero as the maximum
number of calls in the queue. Unanswered calls are then immediately routed to
an overflow destination.
Dependencies
Topic
AutoAttendant
Dependency
It is not possible to use an AutoAttendant as an overflow
destination.
Related Topics
10.6.8 UCD Night Service
An individual night service can be configured for every UCD group. Night service
can also be activated and deactivated by every agent in a UCD group. Following
activation, all calls for this UCD group are forwarded to the night destination.
The night service destination can be defined as an internal station, another group,
an announcement/MoH, the voicemail box of the communication system or an
external destination.
Activating / Deactivating
Activation or deactivation of the UCD night service can be achieved via a
programmed function key or via the associated menu items or via codes. The call
number of the desired night service destination must be entered at activation.
For more information on the communication system's night service, see Night
Service (LX/MX) .
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Dependencies
Topic
Dependency
Subscriber state
If you activate the UCD night answer feature, your current
subscriber status does not change. A forced logout of the
agents who are still logged in does not occur.
Communication system's
night service
The communication system's UCD night answer and night
service can be activated and deactivated independently of
one another. Example: A UCD group was entered as the
night service destination for the communication system.
Calls that reach this UCD group via the communication
system's night service remain in this UCD group,
irrespective of a UCD night answer.
Existing calls
Existing calls are not affected by the activation of UCD
night answer.
Related Topics
10.6.9 Announcements / Music on Hold for UCD
Music On Hold (MoH) or announcements can be played to callers who cannot be
switched through directly to the agents of a UCD group. Music on hold and
announcements can be assigned to each UCD group individually.
You have the following options:
•
Music On Hold (MOH)
Queued callers can be played music from the integrated source of the
communication system. Further Music on Hold file(s) can be loaded from a
PC into the communication system.
For more information, see Music on Hold (LX/MX)
•
Announcements
Queued callers can be played integrated announcements. Further
announcements can be loaded from a PC into the communication system.
For more information, see Announcements (LX/MX)
The time up to the start of the announcement can be set (Ann. delay time). You
can suppress the announcement by setting the maximum value (600 seconds). It
is assumed here that the call will be accepted within this time.
Related Topics
10.6.10 Transfer to UCD Groups
Internal and external calls can be transferred to UCD groups. If a call is not
answered within a certain period, a recall is carried out.
The recall time is defined via the time parameter Monitoring transfer to a UCD
group prior to answer. The default setting is 300 seconds. This setting (from 0
to 255 minutes) can be changed by an administrator with the Expert profile in
Expert mode.
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Dependencies
Topic
Dependency
Announcements
Announcements can be played for the external transferred
calls. This is not possible for internal calls.
Recall time
The recall time for a transfer to UCD groups differs from
the recall time for transfers to other subscribers.
Related Topics
10.6.11 Releasing UCD from Analog Lines
When UCD calls over analog lines are not answered within a specific time, these
calls are released. This prevents analog lines from freezing up.
The release time is defined via the time parameter Monitoring a UCD call on an
analog line. The default setting is 300 seconds. This setting (from 0 to
255 minutes) can be changed by an administrator with the Expert profile in
Expert mode.
Related Topics
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Call Routing
Toll and Call Restrictions (LX/MX)
11 Call Routing
The communication system offers Toll and Call Restrictions, a Night Service,
powerful LCR (Least Cost Routing) capabilities and different options for making
emergency calls.
Related Topics
11.1 Toll and Call Restrictions (LX/MX)
Toll and call restrictions collectively describe all the restrictive measures to control
phone traffic such as the prioritization for exchange line seizures, the selective
seizure of exchange lines, toll restrictions and CON groups.
Related Topics
11.1.1 Selective Seizure of Exchange Lines (LX/MX)
Exchange lines (aka "outside lines" or "CO trunks") can also be seized selectively
by subscribers.
The prioritization for the seizure of exchange lines is handled via Least Cost
Routing by default. In most cases, the least-cost provider is selected first,
followed by the second-lowest cost provider, and so on.
If a subscriber wants to conduct a call over a provider that is not first in the LCR
(because this provider is cheaper for long-distance calls, for example), he or she
can select this provider via a seizure code.
Subscribers can likewise also use selective dialing via seizure codes to reach a
number that can only be dialed using ISDN (in cases where Vodafone is
otherwise preset as the provider, for example).
By default, the seizure code 88 is configured for the seizure of an outside line via
ISDN. All codes can be configured later by the administrator or edited as required.
Related Topics
11.1.2 Classes of Service, Toll Restriction (LX/MX)
The classes of service control subscriber access to external toll calls. Individual
subscribers are allocated to standardized classes of service to facilitate toll
restriction.
Toll restriction
The following CO call privileges can be configured:
•
270
No toll restriction/internal
The subscriber may only make internal calls.
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•
Outward-restricted trunk access (incoming authorized)
The subscriber may only answer (not make) external calls.
•
Allowed lists (1-6)
The allowed external phone numbers are defined here. Outward-restricted
trunk access applies if no number is entered.
•
Denied lists (1-6)
The disallowed external phone numbers are defined here. Unrestricted trunk
access applies if no number is entered.
•
Unrestricted trunk access
Subscribers can answer and set up incoming and outgoing external calls
without restriction.
The COS group assigned to a subscriber specifies the toll restriction type per
direction for this subscriber.
System speed dialing destinations can always be used irrespective of the COS
group assigned.
Allowed and Denied Lists
Allowed lists contain the digit strings permitted at the start of a phone number,
while denied lists contain the disallowed digit strings. The Administrator can use
exception filters for any Denied list to define which digits should not be compared
with the corresponding Denied list. The communication system excludes the set
range of digits before the digit analysis. The character(s) to be excluded and the
digit range to which the filter is to be applied are configurable.
Day and Night Classes of Service
Different COS groups can be assigned for day and night. The system-wide
changeover between Day and Night COS groups can occur at set times to
prevent toll fraud. Authorized subscribers can also make this switch manually.
The Class of Service to make this switch is assigned via the wizard.
Quantity structure
Feature
Number
Classes of Service
15
Allowed lists, long (100 entries)
1
Allowed lists, short (10 entries)
5
Denied lists, long (50 entries)
1
Denied lists, short (10 entries)
5
Number of characters in list entries
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Dependencies
Topic
Dependency
Speed Dials
Speed dialing destinations can always be dialed irrespective of any toll
restriction.
LCR
COS groups and the LCR class of service are different; if both are
configured, both apply. If however, an overflow route was configured in
the LCR route table and an extension receives a call with external
FWD, the authorization is not analyzed if the call goes in the overflow
route.
Related Topics
11.1.3 CON Groups (LX/MX)
The CON Groups feature is used to define which subscribers of OpenScape
Office can establish connections to which other subscribers of the communication
system.
CON groups can also be used to configure which lines individual subscribers can
access for incoming and outgoing calls..
The CON functionality does not access the applications; it is only significant for
telephony. The presentation of the presence status, for example, is not prevented
by an access restriction through CON.
The CON Group feature (also referred to as a tenant system) is implemented in
two steps:
•
Create CON groups
•
Configure CON matrix
Related Topics
11.1.3.1 CON Groups (Traffic Restriction Groups) (LX/MX)
CON groups (also referred to as traffic restriction groups) control allowed and
denied connections between subscribers and lines of the communication system.
Using CON groups, specific stations and lines can be combined into groups.
These groups then operate as a kind of subsystem in OpenScape Office with
different classes of service among them and externally.
You can assign a CON group to individual stations and lines in OpenScape Office
via the CON Group Assignment. When coding the connection matrix, you can
then access these groups and define which subscribers can reach which other
subscribers and which lines can be accessed by them.
All stations and CO trunks are assigned to CON group 1 by default. This provides
all subscribers with unrestricted access to other subscribers as well as trunks,
both incoming and outgoing. The CON matrix specifies which of the six CON
groups can set up connections to which other CON groups.
A maximum of 16 CON groups can be configured.
Related Topics
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11.1.3.2 Assigning Speed-Dialing Numbers to CON Groups (LX/MX)
Every CON group is assigned a range of System Speed Dialing (SSD)
destinations. When a subscriber dials an SSD, the associated CON group is
checked to verify if the subscriber is authorized to do so. Dialing is performed if
this speed-dialing number lies within the correct range for the relevant CON
group, otherwise an error message is output.
The speed-dial number ranges can overlap in the CON group. The following are
permitted, for example:
CON group
SSD range
1
0-999
2
50-150
3
200-500
Please note, however, that you cannot enter individual system speed-dial (SSD)
numbers or multiple SSD ranges in a CON group instead of a range. The following
are not permitted, for example:
CON group
SSD range
1
0, 5, 10
2
50-100, 300-500
Related Topics
11.2 Night Service and Intercept (LX/MX)
Calls that cannot be answered are redirected to another telephone (e.g., the
Attendant Console) via the Night Service or Intercept functions.
Related Topics
11.2.1 Night Service (LX/MX)
The communication system lets you forward calls from the attendant to a
preconfigured destination during periods when the attendant console is left
unattended. The call forwarding destination can be a subscriber, a group or the
voicemail box of a group. These calls can also be signaled by a central alarm
clock.
Call destination lists dictate how incoming calls are forwarded.
The following night service variants exist:
•
Fixed Night Service
OpenScape Office activates and deactivates the night service in accordance
with a schedule defined by the administrator.
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Night Service and Intercept (LX/MX)
•
Variable Night Service
The variable night service is activated and deactivated manually by an
authorized subscriber. The calls are handled as configured by the
administrator in the call destination lists
You can also define an intercept position for the Night service. This intercept
position can be an individual station or a group. Different intercept positions are
possible for day and night calls.
Any phone can serve as a night service destination, provided the associated class
of service group allows incoming calls. A telephone with internal authorization
only cannot be entered as a night service destination.
If the night service destination has activated call forwarding, this is followed.
To prevent unauthorized deactivation of night mode, the individual lock code can
be activated by subscribers at every authorized telephone.
UCD Night Service
An individual night service can be configured for every UCD group. It can be
activated and deactivated independently of the system-wide night service. It can
also be activated and deactivated by every agent in a UCD group. The current
status of the individual agents and existing calls are not affected. Following
activation, all calls for this UCD group are forwarded to the night service
destination.
Another UCD group, an internal station or an external destination can all be set
as a night service destination.
System-Specific Information
The Class of Service Groups 1-4 and 7-8 cannot be modified.
By default, the first subscriber in the communication system can activate and
deactivate the night service. The administrator can authorize up to five
subscribers to activate and deactivate the night service.
Related Topics
11.2.2 Intercept
The communication system diverts incoming calls that cannot be assigned to a
station or answered to a set intercept position to ensure that no calls are lost. As
an administrator, you can configure the intercept criteria.
Possible intercepts are:
274
•
Intercept position (Attendant Console)
•
Stations
•
Hunt Group
•
Group Call
•
External announcement equipment
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If an intercept position is configured in the system, intercepted calls are routed to
this intercept position. If no intercept position is configured, intercepted calls are
signaled at the first IP station.
You can also configure an intercept position for the Night service.
Intercepts cannot extend beyond a hunt group; the call is forwarded to the first
hunt group station and remains in the hunt group.
Data calls are disconnected, not intercepted.
As an administrator, you can assign one attendant code each to the intercept
position for internal and external, under which the intercept position can be
directly reached.
The intercept applies system-wide, i.e., identically for all subscribers in tenant
systems.
As an administrator, you can specify in which situations the Intercept feature is
used via intercept criteria. The following intercept criteria are possible:
•
On RNA (ring no answer) (LX/MX)
The call follows the entries in Call Management (CM). If the end of the CM
elements is reached, the system determines whether or not an intercept after
timeout should occur. Calls are intercepted if they cannot be switched
because there are no available stations.
•
On busy, if no additional forwarding is possible (LX/MX)
The system first checks if call waiting is possible. If call waiting is not possible,
the call follows the entries in Call Management. If the call cannot be signaled
at any station, the system determines whether the call should be intercepted
or released. Intercept on busy is only performed for first calls, not for
forwarded or outgoing connections. A recall of an external station is not
immediately intercepted when the destination station is busy; instead, call
waiting is activated.
•
On Invalid (misdialing) (LX/MX)
If the dialed station number is not configured or is inactive.
•
On Incomplete (LX/MX)
If the Dialed station number is too short, for example. Incomplete dialing is not
evaluated if a central intercept position is used.
•
On unanswered recall (LX/MX)
If an external call is not answered following an unscreened transfer (transfer
before answer) and if the automatic recall to the original destination is also not
answered, then an intercept is initiated after a preset time.
•
On missing phone number (LX/MX)
As for On Invalid.
•
On chained call forwarding (LX/MX)
If a forwarded call encounters another forwarding instruction at the call
forwarding destination, and the number of chained forwarding instructions
allowed is exceeded, an intercept occurs. The number of chained forwarding
instructions depends on the entries in the call forwarding. A maximum of 3 are
allowed.
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•
On lock code (LX/MX)
If a subscriber at a telephone with an activated lock code dials a seizure code,
an intercept occurs. A separate intercept is defined by the administrator for
this purpose.
•
On announcement
If a subscriber dials the attendant code while listening to a voicemail
announcement or the AutoAttendant, an intercept occurs. A separate
intercept is defined by the administrator for this purpose.
See also "Central Intercept Position in the Internetwork" In the section on
Networking.
Related Topics
11.3 LCR (Least Cost Routing) (LX/MX)
The Least Cost Routing (LCR) function automatically controls the paths used for
routing an outgoing connection. This path can be routed via the public network,
various network providers (ITSPs) or a private network. The most suitable
connection path is selected for a call on the basis of the dial plan, route tables,
and outdial rules.
Connections can be voice calls, analog data connections via fax and modem and
ISDN data connections.
Related Topics
11.3.1 LCR Functionality (LX/MX)
You can use the LCR function to specify the provider you want to use, for
example, for trunk calls, mobile phone calls or international calls. You use
OpenScape Office to define the least-cost provider and conduct all calls via this
specific path.
If a pattern that matches the dialed phone number is found in the dial plan, the
route tables are searched for a suitable route (each trunk is assigned to a route,
see also Trunks/Routes). At the same time, the system checks if the class of
service matches for this route.
The check determines if the caller has the required class of service to seize a
route. This provides control over which stations of the communication system
may use which routes or trunks (to ensure that faxes are routed exclusively via
TDM trunks and not via ITSPs, for instance).
The dialed digits are buffered until the routing tables with the LCR classes of
service have been evaluated. It is only on completing this step that the connection
is set up, in accordance with the outdial rules. A dial tone can be issued to signal
the ready-to-dial condition to the subscriber.
When configuring outdial rules, you can enter information for the subscriber, e.g.,
by specifying that this connection is routed via a specific provider (name of the
provider) or that a connection is using a more expensive route. This information
can either be displayed on the screen, output as a tone or output both on the
display and as a tone.
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LCR (Least Cost Routing) (LX/MX)
In general:
•
When LCR is activated, the check is performed for every external dialing
operation. Exception: when dialing a specific trunk code.
•
If LCR determines that the preferred route cannot be used, the
communication system will look for a (possibly more expensive) alternative
from the routing table.
•
Digits can be transmitted either individually or en-bloc, depending on the
access method and the dial plan.
System-Specific Information
The communication system evaluates up to 24 characters (comprising the digit
string plus no more than 9 field separators). The digit string dialed can contain up
to 32 digits, that is, LCR checks a total of 22 digits when 32 digits are dialed; the
remaining 10 digits are not checked.
The communication system can manage up to 1000 dial plans and 254 route
tables.
LCR flow chart
Subscriber dials
station
number
Execute dial rule PSTN
Route available?
LCR Class of Service
same or higher?
Allow/Deny lists
for toll restriction
OK?
Execute dial rule
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Process dial plan
Internet
No
No
No
Route selected
from routing table
Try next route
or busy tone
Try next route
or busy tone
Not allowed to
make this call due
to class of service
restrictions
Call is processed
277
Call Routing
LCR (Least Cost Routing) (LX/MX)
Dependencies
Topic
Dependency
System Speed Dialing
To ensure that system speed dial destinations work
properly, the LCR access code, followed by the destination
number, must be entered in the speed-dial destination.
Redialing
Station redial will insert the access code used for the
original call.
Name keys
Repertory dial keys to external destinations must have the
LCR access code for proper operation.
Toll restriction
The toll restriction classes of service are also applied in
LCR.
Digit transmission
There are two types of digit transmission: digit-by-digit and en-bloc sending. With
digit-by-digit, each digit is transmitted and processed directly after it is dialed.
With block dialing, by contrast, digits blocks are formed and transmitted.
The digit transmission for ITSP routes always occurs en-bloc, regardless of the
setting of the LCR flag. For all other settings, the digit transmission occurs based
on the setting of the LCR flag.
Carrier Select Override
As a subscriber, you can deactivate the automatic Least Cost Routing by directly
dialing a specific network carrier. For CSO (carrier select override) to work, the
requested carrier must be included in the dial plan (also called a numbering plan)
and in the routing table assigned by the dial plan, and you must have the required
direct trunk access.
LCR is preconfigured in the system so as to allow a targeted seizure of the CO
trunk even after the ITSP wizard has completed. Instead of "0", "88" must be
dialed for this.
80
The first configured ITSP, then the overflow trunk
81
The second configured ITSP, then the overflow trunk
83
The third configured ITSP, then the overflow trunk
84
The fourth configured ITSP, then the overflow trunk
88
The CO trunk for ISDN or analog
Related Topics
11.3.2 LCR Dial Plan (LX/MX)
The dial plan is searched for patterns that match the dialed digits (dialing
sequence). The result is used as a criterion for selecting the route table. At the
same time, the system checks if the subscriber's class of service matches for this
route.
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LCR (Least Cost Routing) (LX/MX)
The pattern of a digit string is assigned to a route in the dial plan so that this path
is assigned to the subscriber for connection setup.
The dial plan is split into individual fields for identification and configuration
purposes. The table shows the numbers 4922000 and 1603656260 entered in the
dial-plan table.
Field 1
Field 2
Field 3
0
C
492
–
2000
0
C
160
–
365
Field 4
–
62
Field 5
–
60
The following entries apply for the phone numbers:
0...9
Allowed digits
–
Field separator
C
Simulated dial tone (can be entered up to three times). This entry is also
interpreted as a field separator
Global character
X
Any digit from 0 to . . 9
N
Any digit from 2 to . . 9
Z
One or more digits to follow up to the end of dialing
A digit sequence can be divided into a maximum of 10 fields.
OpenScape Office inserts the field separators in the digit string in accordance with
a preset schema. They are used to split the digit string into individual fields that
can be evaluated separately. Example: After the first dialed digit, a separator is
inserted so that a dialed “0” is detected as a separate field and thus simulates toll
restriction.
Due to this field separation, these fields can be repeated or rearranged in the dial
plan.
A "#" or "*" character in the digit string dialed by the subscriber is the end-of-dial
code or indicates dialing method changeover. This is why these characters are
not valid entries in the dial plan.
Entries should be placed in ascending numeric order from 0 to 9. Specific dialed
numbers must precede wildcard entries to prevent conflicts in matches with
wildcard entries.
The fields formed by the field separators "–" and "C" in the dial plan can be
addressed selectively to repeat, suppress, exchange, or insert digits.
Every station number dialed is checked for external traffic in the dial plan. If the
number dialed matches an entry in the dial plan, the call is handled in accordance
with the route table entered in the dial plan.
The account code entry can be enforced per dial plan. The Account Code
Checking Procedure applies.
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OpenScape Office can evaluate a dialing sequence of up to 22 characters
(comprising the digit string plus no more than 9 field separators).
Related Topics
11.3.3 LCR Routing Tables (LX/MX)
Least Cost Routing (LCR) is achieved by searching for a suitable route in the LCR
routing tables (every trunk is assigned a route). At the same time, the system
checks if the class of service matches for this route. The outdial rule is also
dependent on the assigned path.
The routing table describes:
•
the route assigned to the relevant path.
•
the outdial rule,
•
the LCR Class of Service (COS) required for seizure,
•
the warning method for a more expensive route (warning tone).
The table is searched from top to bottom in hierarchical order. The system checks
to determine whether the route is free and the station has the requisite LCR class
of service. If this is the case, dialing occurs in accordance the outdial rule and
schedule entered in the route table.
If the first route selection in the route table is busy, the LCR function can advance
to the next (possibly more expensive) route configured in the route group table.
The system can notify the user of this with an audible signal, an optical signal, or
both.
Up to 254 route tables with 16 routes each can be created.
Dedicated Gateway
A dedicated gateway is a permanently fixed set route in an internetwork. If a
dedicated gateway is entered for a route, then routing via this gateway is
enforced. All contradictory rules are then invalid for the routing.
Related Topics
11.3.4 LCR Class of Service (COS) (LX/MX)
Every subscriber is assigned a separate LCR class of service (COS). A
subscriber can only seize a route if his or her COS is greater than or equal to the
LCR COS in the route table, i.e., a subscriber with a COS 7 cannot seize a route
with COS 8.
The authorization check only occurs only if the subscriber has set up the
connection from his or her phone. The authorization check does NOT take place
for ad-hoc and Meet-Me conferences or if the Call Me feature is used.
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Dependencies
Topic
Toll restriction
Dependency
The LCR classes of service are subordinate to the toll
restriction classes of service which assign various CO call
privileges to the subscribers in OpenScape Office. Fifteen
different classes of service exist.
Related Topics
11.3.5 LCR Outdial Rules (LX/MX)
LCR outdial rules can be used to convert the phone numbers entered into random
new digit strings for additional processing. Access to different carriers is enabled
via digit translation. The dial rule used is defined by the path or the route in the
route table.
System-Specific Information
OpenScape Office can administer up to 254 outdial rules in the LCR dialing rules
table. The name of a dial rule can contain up to 16 characters.
The dialing rules address the dial plan fields selectively for the following
operations:
•
Repeating digits
•
Suppressing digits
•
Exchanging digits
•
Inserting digits
•
Switching the signaling method
•
Detecting a dial tone
•
Inserting pauses
If the first route selection in the route table is busy, the LCR function can advance
to the next (possibly more expensive) route configured in the route group table.
The system can notify the user of this with an audible signal, an optical signal, or
both.
Dialing Rules Table
You can define up to 254 outdial rules here with a maximum length of 40
characters each.
The LCR dialing rules table is also referred to as the routing table.
Definition of Outdial Rules
•
A:
Repeat remaining fields (transmit). This letter causes all subsequent digit
fields to be transmitted. The point of reference is the last field pointer before
"A". A field pointer is the number of the field as of which dialing is possible.
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•
B:
It is used for the multi-gateway network when a station number of type TON
(Type Of Number) that was called from outside is "unknown" and must be
routed to the multi-gateway node. To ensure that this station number is
unique, it is extended to national or international in accordance with the TON
in the LCR. This is required when the DID numbers are not unique and need
to be configured in the national or international format.
•
D (n):
Dial digit sequence (1 to 25 digits). This letter can be inserted multiple times
and at any position in the string.
•
E (n):
Repeat field from dial plan (from 1 to 10 times). This letter can be inserted
multiple times and at any position in the string. "E" can also appear in any
order with relation to (n). A specific field can be addressed multiple times,
including in sequence. With the exception of "E1", this letter can be
surrounded by any parameters.
With digit-by-digit dialing (opposite of en-bloc dialing), the last element in the
outdial rule cannot be E(n); it may be E(n)A.
•
M (n):
Authorization code (1 to 16). This letter must not be in the final position.
•
P (n):
The letter "P" (Pause) can be inserted multiple times and at any position in the
string.
•
S:
Switch, changes signaling methods from DP to DTMF (with CONNECT,
PROGRESS or CALL PROC with PI). This letter can be inserted in the string
only once and may not be in the final position. The "C" parameter cannot be
used after "S".
•
C:
Access code. This letter can be inserted in the string only once. The
subsequent characters are transmitted without a dial pause and are used for
single stage, two-stage, DICS (not for U.S.), BRI, and PRI carrier access.
•
U:
Use subaddress signaling method. This letter can be inserted in the string
only once and may not be in the final position. The "S", "P", "M", and "C"
parameters cannot be used after "U".
•
N (n) (only for the U.S.):
Network SFG (1 to 5) or Band Number (1).
Example:
The system should automatically add a provider suffix.
Dial rule D010xxA means: the system first dials the Provider prefix (010XX), and
then all the digits dialed by the subscriber (A).
Related Topics
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11.3.6 Network Carriers (LX/MX)
You can assign network carriers to each route. The selection of the network
carrier is defined by the LCR outdial rules.
Unknown
No explicit specification about a network carrier.
Main network supplier
When seizing a trunk using the main network supplier, simplified dialing into the
public network is performed by en-bloc dialing or by dialing individual digits.
MCL Single Stage
With MCL Single Stage, a prefix is used to dial the desired network carrier, and
the station number is then dialed. Dialing occurs in the D channel for ISDN or as
normal dialing for MSI.
MCL Two-Stage
With MCL Two Stage, a prefix is used to dial the desired network carrier. After a
synchronization phase, a configurable authorization code is initially sent followed
by the destination call number as DTMF digits.
With synchronization during timeout, you must program a pause of 2 to 12
seconds.
Corporate Network
For a corporate network, the alternative network is directly connected to
OpenScape Office. The LCR function determines the appropriate trunk group
based on the station number dialed and then routes the call either via the trunk
group in the public exchange or via the trunk group in the corporate network.
Dial-In Control Server
With this type of LCR, the desired network carrier is dialed with a prefix via a dialin control server, and the call number and configurable authorization code are
transmitted in the subaddress. Dialing occurs in the D channel.
Primary Rate Interface
In the case of the Primary Rate Interface, the selection of the network carrier or
of a calling service is encoded in SETUP message using following information
elements: Network Specific Facility, Operator System Access and Transit
Network Selection.
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Dependencies
Topic
Dependency
Receiving/forwarding call
information
Temporary or permanent station number suppression
cannot be activated.
ISDN/SUB addressing
The ISDN feature SUB must be applied for or released in
the public network.
Related Topics
11.4 Emergency Calls (LX/MX)
The communication system and the phones connected offer different options for
making emergency calls. The administrator can configure a hotline or hotline after
timeout or an emergency service.
Prerequisites
The emergency call center is reached by dialing the CO access code (e.g., 0) and
the emergency number (e.g., 112). The destination number for emergency calls
must therefore be dialed from applications together with the leading CO access
code.
Basic Sequence
Emergency calls are initiated by a subscriber of the communication system by
dialing the CO access code and the emergency number. The emergency number
is passed by the communication system on to the respective provider (PSTN or
ITSP).
Case 1: Dialing the emergency call over the PSTN line
The emergency call is issued in the local network to which the communication
system connection is assigned. The following must be observed here: All
subscribers who are not in the same location as the communication system (e.g.,
Mobility users, CallMe users (teleworkers) or users with remote WAN-linked
phones) should dial the emergency call via a cell phone or another land-line
phone to issue the emergency call in the local area network of their site.
Case 2: Dialing the emergency call via an ITSP
Not all ITSPs support emergency calls. In this case, the LCR configuration should
be used to ensure that emergency calls are routed via the PSTN.
Case 3: Special agreement with ITSP or PSTN providers
In cases where all subscribers of the communication system are not located at
one site, but are nonetheless permanently assigned to a single site without a
PSTN of its own, a customized procedure for emergency signaling can be agreed
upon in cooperation with the Provider. For example, depending on the caller ID of
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the caller, the emergency call could be routed by the Provider to the appropriate
local area network as agreed. These agreements are made on an individual basis
and not subject to any policy.
Case 4: Emergency calls with Mobile Logon (IP Mobility)
Mobile Logon (IP Mobility) means that subscribers can change their phones and
take their phone numbers with them.
Emergency calls work in this case, so long as the phones are logged in at the
locations of the gateways. All subscribers who are not at the site of the gateway
(e.g., Mobility users, CallMe users, home workers and users with remote WANlinked phones) should dial the emergency call via a cell phone or another landline phone to issue the emergency call in the local area network of their site.
NOTICE: For multi-gateway scenarios in which the Mobile Logon
feature is used, special requirements apply. The appropriate
configuration is described in the section "Emergency Calls in
combination with Mobile Logon".
Related Topics
11.4.1 Hotline after Timeout / Hotline (LX/MX)
You can activate the Hotline function for every station. You can thus define
whether the connection to the hotline destination should be established as soon
as you lift the handset (hotline) or after a short delay (off-hook alarm after
timeout).
Hotline after timeout
If the subscriber selects any digit during the predefined time (hotline timeout), no
connection to the hotline destination is established.
The hotline timeout is configured centrally by the administrator and can be
activated and deactivated individually for each station.
Hotline
When the hotline is activated, the subscriber has no way to enter a call number.
On picking up the receiver, the subscriber always reaches the predefined internal
or external hotline destination automatically.
If hotline destination is set for call forwarding or call forwarding-no answer
(CFNA), the calling station will always be forwarded.
System-Specific Information
The administrator can configure six hotline destinations and the length of the
hotline timeout (0-99 seconds). If the administrator specifies the value 0 for the
hotline timeout, the hotline destination is called immediately.
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Dependencies
Topic
Do Not Disturb
Dependency
A caller hears the busy tone if Do Not Disturb (DND) is
active at the destination called.
Related Topics
11.4.2 Trunk Release for Emergency Call (LX/MX)
If an emergency call is made, and no CO trunk is free, a forced disconnect occurs.
The emergency caller is automatically assigned the free trunk.
Trunk release only works for ISDN trunks.
If all trunks are busy, subscribers can execute an automatic or manual trunk
release.
•
Automatic: The Least Cost Routing (LCR) feature is active.
•
Manually: the feature is always active for the Attendant Console and is
executed via keys or codes.
System-Specific Information
The administrator can configure as many emergency numbers as required.
To ensure that trunk release occurs when all lines are busy, the emergency
number must be saved in the LCR dial plan and the Expert Mode emergency flag
must be set for it.
Related Topics
11.4.3 For U.S. and Canada only: E911 Emergency Call Service (LX/MX)
The enhanced E911 emergency service transmits geographical information on
the caller (stored address) in addition to the phone number when an emergency
call is dispatched.
The receiving station for the emergency call does not require human intervention
to determine the site of the caller.
In the USA, this feature is only activated when the emergency number 911 is
dialed.
Every station number must be assigned a valid DID number with LIN (location
identification number) by the administrator for the E911 emergency service.
Subscriber lines that are physically close to one another are given the same LIN.
The emergency call center has a database that contains all LINs and uses the
transmitted LIN to identify the name and address of the party placing the
emergency call.
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Dependencies
Topic
CLIP
Dependency
LIN is activated by default for the U.S. However, if CLIP
(Calling Line Identification Presentation) is activated for the
USA, LIN is automatically disabled.
Related Topics
11.4.4 Emergency Calls in Combination with Mobile Logon
If you use the Mobile Logon feature in a multi-gateway internetwork, switching to
another phone may also change the physical location. Consequently, special
measures are required for the routing of emergency calls.
Description of the Algorithm for Dialing an Emergency Number
When a subscriber dials an emergency number (ID in the LCR), an algorithm
checks whether or not an emergency number has been configured for the
telephone. This is then used to produce a derived call number, which is used to
route the call via the correct gateway in the internetwork.
Every number marked as an emergency number in the dial plan also features a
reference to an entry in the route table. Every entry in the route table that is
associated with an emergency number must be assigned a "low" class of service
(COS). A low class of service means that every subscriber is authorized to call an
emergency number.
Related Topics
11.4.4.1 Configuring the Emergency Scenario
The configuration of the emergency scenario shows which steps must be
performed to set up emergency calling for a multi-gateway internetwork.
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Witten
Munich
S0
S0
Call no. 1101
DID 23026671101
Call no. 2101
DID 897222101
Node 2
Call no. 2102
DID 897222102
Node 1
SIP-Q
Node 3
Call no. 4102
DID – (via ITSP)
Call no. 3102
DID 525183102
S0
Paderborn
ITSP
Node 4
Multi-Gateway
Augsburg
Mobile Logon is supported only within a node, i.e., location changes - and thus
the special requirements for emergency calls - are only relevant for phones
operated on the multi-gateway node (4). In general, all affected phones are
logged in at node 4, but are physically located at different sites.
•
In all affected phones, one entry is required for emergency calling (connection
portion of the canonical phone number of the location node + seizure code for
emergency route)
•
The LCR entry (node_4local) in the following table is only required if phones
are physically present at node 4 (multi-gateway). It is also preceded by the
location number which, however, is incomplete here (only country code). The
prerequisite for this is an ITSP access to node 4, which supports emergency
calls into the local network.
Handling of Emergency Numbers
288
•
On dialing at the telephone, an LCR rule marked with an emergency flag (e.g.,
0C11x) is taken.
•
The emergency number that is stored in the phone (and transmitted to the
system at logon) is compared with the location data of the system (country
code, area code, PABX number).
If identical (not the case in the example), the rule is used.
If different, a "long" emergency number is formed:
–
Removal of the access code: 0112 -> 112
–
Insertion of <LDAP seizure code><international prefix><programmed
emergency number>: e.g., 112 -> 0 00 49897220 112
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•
The "long" emergency number is routed through the LCR, either directly to the
local CO (central office) using specific LCR rules or via tie lines to the
respective partner node and from there into the CO.
NOTICE: Since the complete location number of the local node
is not entered precisely in the telephone, a suitable LCR rule must
also be entered for the local emergency call at the multi-gateway
location.
Setting up the Location Data for Node 4
Node 4
Gateway Node
G.-Location Country
49
G.-Location Local Network
G.-Location System
International Prefix
00
National Prefix
0
LDAP seizure code
0
Routing parameters
Route
Networking
No. and type, outgoing
National
RNR type
Int/DID
Networking Route
CO code (2nd. trunk code)
0
Node 4, telephones
Location Witten
Call Number
1101
Emergency Number
4923026670
Location Munich
Call Number
2101
Emergency Number
49897220
Location Paderborn
Call Number
3102
Emergency Number
49525180
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Location Augsburg
Call Number
4102
Emergency Number
490
Overview of Entries Relevant for Emergency Calls in the LCR for Node 4
Dial Plan
Name
Route table
Dialed digits
Emerg
ency
operati
on
Emergency
calls 1)
0C112
X
Emergency
calls 1)
0C0110
X
CO
0CZ
Emergency_ca 0C00492302667-0lls_to1
11X
X
Route
Dial Rule
Dedicated Gateway
Gateway
ID
Type
1
E1A
Corp.
Network
Unknown
Networking Mandatory
1
E3A
Corp.
Network
Unknown
E4A
Main
network
supplier
Unknown
2
Emergency_ca 0C004952518-0-11X X
lls_to3
3
X
Procedure
Networking MultiGateway
Emergency_ca 0C004989722-0-11X X
lls_to2
Emergency_ca 0C0049-0-11X
lls_4local 2)
Dial Rule
ITSP
no
1)
With the above rules in this example, only the emergency situation will be
detected, but no routing will occur. The derived "long" emergency number is used
to route the emergency call.
2)
Since stations are physically connected at the multi-gateway location, a
separate LCR rule must be entered for the local emergency call access (via the
ITSP route).
Related Topics
11.5 Call Admission Control
Using the Call Admission Control (CAC) feature, the used bandwidth can be
restricted by limiting the number of calls.
The communication system offers three ways to influence the required
bandwidth:
•
Limiting the number of simultaneous calls via an ITSP
•
Restricting the bandwidth requirements for gateway calls
•
Limiting the number of calls in network scenarios
Related Topics
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11.5.1 Limiting the Number of Simultaneous Calls via an ITSP
The maximum number of calls to the ITSP can be restricted by configuring the
available upload bandwidth. By reducing the number of calls, the bandwidth
requirements can be reduced further.
The settings for this can be made in the Internet and Central Telephony wizards.
The number of possible calls via an ITSP can be viewed in Expert mode under
Telephony > Voice Gateway > SIP Parameters.
Related Topics
11.5.2 Restricting the Bandwidth Requirements for Gateway Calls
By configuring the codecs allowed for Gateway calls, the bandwidth requirements
can be influenced.
If only compressed codecs are set, the bandwidth requirement is lower. When
using mixed codecs the prioritization of the uncompressed codecs can be
reduced so that they are used less frequently.
The corresponding settings for this are made in Expert mode under Telephony
> Voice Gateway > Edit Codec Parameters.
Related Topics
11.5.3 Limiting the Number of Calls in Networking Scenarios
The communication system offers two options for controlling bandwidth in
networking scenarios.
Liitation by restricting the number of lines to other network nodes
By configuring a specific number of lines to other network nodes, an upper limit
can be set on the number of simultaneous calls possible from and to these nodes.
Limitation of bandwidth through specific codec selection
The available bandwidth can be defined by configuring the codecs used from and
to the partner (destination IP address).
The corresponding settings for this are made in Expert mode under Telephony
> Voice Gateway > Add Destination Codec Parameters.
Related Topics
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Multimedia Contact Center
Contact Center Clients
12 Multimedia Contact Center
The OpenScape Office Contact Center is a powerful solution for the optimum
distribution and handling of incoming calls, faxes and e-mails. Intelligent skillsbased distribution ensures that callers are always connected to the best qualified
agents, regardless of which contact medium is used. A number of convenient
functions for handling and wrapping up calls, faxes and e-mails are offered to the
Contact Center agents via the myAgent application. myReports provides a
number of report templates for analyzing the Contact Center operations.
The OpenScape Office Contact Center is fully integrated in the OpenScape Office
V3 software. All the required software components are included in the system
software. The Contact Center functions themselves are released through
licenses.
The Contact Center uses the resources of the communication system such as
queues for incoming calls and unified communications functions to record and
play back announcements.
The central software component of the Contact Center controls all routing
functions for incoming calls, faxes, and e-mails and also controls the LANconnected PC workplaces of agents and wallboard displays.
On the PC workplaces of agents, the myAgent application is installed. The
myReports application can be optionally installed to generate and send reports.
The required software can be downloaded directly from the download area of the
communication system and installed on the client PC.
OpenScape Office Assistant is used to set up the Contact Center basic functions,
schedules, distribution rules as well as the agents. The settings for the daily
operation of the Contact Center such as the assignment of agents to queues, for
example, can also be made directly via myAgent.
If the Contact Center is unavailable due to problems (such as a system crash,
dropped connection, etc.), a fallback solution can be implemented via the UCD
feature of the communication system. Distribution rules for emergencies must be
taken into account when setting up UCD groups within the framework of the initial
setup of the Contact Center.
INFO: For details on OpenScape Office and the unified
communications functions, see Unified Communications .
Related Topics
12.1 Contact Center Clients
A number of convenient functions for handling and wrapping up calls, faxes and
e-mails are offered to the Contact Center agents via the myAgent application. The
myReports application can be used to generate reports on the calls, queues,
agents, performance, GOS (Grade of Service) and wrapup codes of the Contact
Center. More than 100 predefined report templates are available. In addition, it is
also possible to define and create custom report templates.
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Related Topics
12.1.1 myAgent
Convenient functions for handling and wrapping up calls, faxes and e-mails are
available to all agents via myAgent.
myAgent provides the following features:
•
Processing of
–
Make Call
–
Faxes
–
E-mails
•
Callback function for agents
•
Displaying and changing the agent status
•
Displaying and changing the presence status of internal subscribers of the
communication system
•
Real-time presentation of queues
•
Recording of calls, if activated in the communication system
•
Request for assistance through
–
Silent monitoring of calls (depending on country)
–
Overriding calls
–
Instant Messaging
•
Integration of the internal directory, external directory and the external offline
directory (LDAP) for searches by name
•
Creation of reports based on predefined report templates
Depending on the authorization level assigned to an agent, either a set of
standard functions (agent) or advanced functions (Supervisor or Administrator)
are available to the agents in myAgent (see Agent Functions Independent of the
Authorization Level ).
The assignment of agents to queues occurs using the myAgent application. Only
an agent with the authorization level of a Supervisor or an Administrator can make
this assignment. The following properties, which affect the distribution of calls,
faxes and e-mails in a queue, can be assigned here to the agents (agent
assignment (binding)):
•
Primary Agent or Overflow Agent
Calls are distributed uniformly to primary agents. An overflow agent receives
a call only when the number of calls exceeds a defined number ow when a
call has exceeded a specified waiting period.
•
Overflow after seconds in queue
Calls that exceed this waiting period and received by an overflow agent.
•
Overflow after calls in queue
Calls that exceed the maximum number are received by an overflow agent.
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•
Skill Level
Skill levels control the distribution of calls to agents in call queues. Agents with
higher skill levels are given precedence when calls are distributed. In cases
where all agents have the same skill level the longest idle agent receives the
call.
•
Enable agent callback
Agent callback enables a caller in the queue to leave a voicemail for agents.
As soon as an appropriate agent becomes free, that agent receives a call,
hears the voicemail left by the caller, and can then call back that caller.
•
Wrapup time
The wrapup time enables agents to finish any tasks, e.g., administrative
tasks, that may be required after completing a call and before receiving the
next call.
The agent binding list shows agents with the authorization level of a Supervisor
or Administrator which agents are assigned to which queues. Agents with the
agent authorization level can only see the queues to which they are assigned.
Related Topics
12.1.2 Prerequisites for myAgent
In order to use myAgent, the client PC of the subscriber must be equipped with
the appropriate hardware and software configurations.
NOTICE: Please make sure that you refer to the current notes in
the ReadMe first file, which is located in the storage directory
of the install files.
myAgent can be used in combination with the following telephones:
•
OpenStage HFA
•
OpenStage T (only HX via HiPath 3000)
•
optiPoint 410 HFA
•
optiPoint 420 HFA
•
optiPoint 500 (only HX via HiPath 3000)
•
DECT phones (HiPath Cordless Office) (only HX via HiPath 3000)
•
optiClient 130 HFA
•
OpenScape Personal Edition HFA
Minimum Requirements for myAgent
•
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Operating system:
–
Microsoft Windows 7
–
Microsoft Windows Vista
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Microsoft Windows XP
NOTICE: The used operating system always requires the latest
version of all available updates (Service Packs and patches) as
well as Microsoft .NET Framework 4 or later.
•
•
Web browser:
–
Microsoft Internet Explorer Version 7
–
Microsoft Internet Explorer Version 8 in compatibility mode
–
Microsoft Internet Explorer Version 9
–
Mozilla Firefox Version 4 or later
Additional software for reports:
–
•
Adobe Reader 9
Hardware:
–
2 GHz CPU
–
1 GB RAM for Microsoft Windows XP
2 GB RAM for Microsoft Windows 7 and Microsoft Windows Vista
–
100 Mbps LAN (1 Gbps LAN recommended)
–
XGA (1024x768) screen resolution
Microsoft Terminal Server, Citrix XenApp Server
myAgent can be used in terminal server environments under the following
conditions: A project-specific release is required for this.
INFO: Terminal Server environments, including hosted services
and virtual environments, are the responsibility of the customer.
•
Software:
–
Microsoft Windows 2008 R2 Server with Citrix XenApp 6.0 Server
(Desktop Mode)
–
Microsoft Windows 2008 R2 Server with Citrix XenApp 5.0 Server
(Desktop Mode)
–
Microsoft Windows 2008 R2 Server as Microsoft Terminal Server
–
Microsoft Windows 2008 R2 Server as Microsoft Terminal Server
–
Microsoft Windows 2003 Server as Microsoft Terminal Server
NOTICE: The used software always requires the latest version of
all available updates (Service Packs and patches) as well as
Microsoft .NET Framework 4 or later.
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•
Hardware:
The number of installable clients depends on the server performance and on
the amount of available memory. If the server is also being used for other
applications, their memory requirements must also be taken into account.
More information on the configuration of Citrix XenApp Server can be found
under:
http://wiki.siemens-enterprise.com/wiki/
OpenScape_Office.
Installation Files
The following options are available for providing installation files to users:
•
The administrator downloads the installation files from the Download Center
and provides them to users via a network drive, for example.
•
You can directly access the installation files by connecting to the network
drive with:
\\<IP address of the communication system>\applications
User: hoome, Password: hoomesw
The installation files are located in the install-common folder.
Please refer to the notes in the ReadMe first file, which is located in the
storage directory of the install files.
NOTICE: The automatic distribution of the MSI file via a
deployment service with Microsoft Windows Server is not
supported.
Related Topics
12.1.3 myReports
Agents with the Supervisor or Administrator authorization level can use
myReports to generate reports about agents and their activities, calls, queues,
performance, GOS (Grade of Service) and wrap-up codes.
myReports offers the following features:
296
•
More than 100 predefined report templates sorted by subject area (report
groups) for the creation of reports
•
Schedules for the scheduled generation of reports
•
Immediate or scheduled sending of reports by e-mail
•
Scheduled export of reports
•
Output formats for report previews, sent e-mails and exported reports: Excel,
PDF, and Word
•
Report preview to check a report to be created in the desired output format.
•
Integrated Report Designer for defining customized report templates (by the
myReports administrator)
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User Roles
myReports has its own user management, which controls access to the functions
of myReports through user roles. A distinction is made here between the
myReports users (standard user) and the myReports administrator.
The current user role is set when you log into myReports.
The differences between the roles are summarized in the following table.
myReports:
Activity
User Role
myReports
User
myReports
Administrator
Preview report
X
X
Send report immediately by e-mail
X
X
Add report template
X
X
Delete added report template
X
X
Reports
Start Report Designer
X
Define new report template
X
Update predefined report templates
X
Schedules
Add a schedule
X
X
Display details of a schedule
X
X
Edit schedule
X
X
Delete schedule
X
X
Change language of user interface
X
X
Change color of user interface
X
X
Configure e-mail template
X1
X
Change server address
X
X
Configuration
Change administrator password
X
Configure e-mail account to send reports
by e-mail
X
Configure prefixes for external phone
numbers
X
Enable/disable data protection
X
Configure the storage location for the
export of scheduled reports
X
language, selecting
X2
Set up default language
X2
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1 The administrator password must be entered to configure the e-mail template
2 In order to configure languages and set the default language, you will need to log in as a myReports
administrator with a special password.
Related Topics
12.1.4 Prerequisites for myReports
In order to use myReports, the client PC of the subscriber must be equipped with
the appropriate hardware and software configurations.
NOTICE: Please make sure that you refer to the notes in the
ReadMe first file, which is located in the storage directory of
the install files.
Minimum Requirements for myReports
•
Operating system:
–
Microsoft Windows 7
–
Microsoft Windows Vista
–
Microsoft Windows XP
NOTICE: The used operating system always requires the latest
version of all available updates (Service Packs and patches) as
well as Microsoft .NET Framework 4 or later.
•
•
•
298
Web browser:
–
Microsoft Internet Explorer Version 7
–
Microsoft Internet Explorer Version 8 in compatibility mode
–
Microsoft Internet Explorer Version 9
–
Mozilla Firefox Version 4 or later
Additional Software:
–
Java 1.6.x
–
Adobe Reader 9 (for reports in PDF format)
–
Microsoft Excel (for reports in Excel format)
–
Microsoft Word (for reports in Word format)
Hardware:
–
2 GHz CPU
–
1 GB RAM for Microsoft Windows XP
2 GB RAM for Microsoft Windows 7 and Microsoft Windows Vista
–
100 Mbps LAN (1 Gbps LAN recommended)
–
XGA (1024x768) screen resolution
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Multi-user PCs
Under Microsoft Windows 7, Microsoft Windows Vista and Microsoft Windows XP
with multi-user PCs, every local user can use myReports with his or her own
custom settings, provided the first local user has installed the client with local
administration rights. Only the first local user with local administration rights can
perform updates via the AutoUpdate.
Microsoft Terminal Server, Citrix XenApp Server
myReports can be used in terminal server environments under the following
conditions: A project-specific release is required for this.
INFO: Terminal Server environments, including hosted services
and virtual environments, are the responsibility of the customer.
•
Software:
–
Microsoft Windows 2008 R2 Server with Citrix XenApp 6.0 Server
(Desktop Mode)
–
Microsoft Windows 2008 R2 Server with Citrix XenApp 5.0 Server
(Desktop Mode)
–
Microsoft Windows 2008 R2 Server as Microsoft Terminal Server
–
Microsoft Windows 2008 R2 Server as Microsoft Terminal Server
–
Microsoft Windows 2003 Server as Microsoft Terminal Server
NOTICE: The used software always requires the latest version of
all available updates (Service Packs and patches) as well as
Microsoft .NET Framework 4 or later.
•
Hardware:
The number of installable clients depends on the server performance and on
the amount of available memory. If the server is also being used for other
applications, their memory requirements must also be taken into account.
More information on the configuration of Citrix XenApp Server can be found
under:
http://wiki.siemens-enterprise.com/wiki/
OpenScape_Office.
Installation Files
The following options are available for providing installation files to users:
•
The administrator downloads the installation files from the Download Center
and provides them to users via a network drive, for example.
•
You can directly access the installation files by connecting to the network
drive with:
\\<IP address of the communication system>\applications
User: hoome, Password: hoomesw
The installation files are located in the install-myReports folder.
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Please refer to the notes in the ReadMe first file, which is located in the
storage directory of the install files.
NOTICE: The automatic distribution of the MSI file via a
deployment service with Microsoft Windows Server is not
supported.
Related Topics
12.1.5 Notes on Using myAgent and UC Clients Simultaneously
When myAgent and other UC clients are used simultaneously via one
OpenScape Office user account, the possibility of mutual interactions cannot be
excluded.
The term myPortal is used generically in this section to represent myPortal for
Desktop, myPortal for Outlook, myPortal for Mobile and myPortal for OpenStage.
Examples of mutual interactions:
•
300
Changing the presence status via myPortal
The examples apply to the default Voicemail setting for all call forwarding
destinations.
–
myAgent: Agent is logged on.
myPortal: The automatic reset of the presence status to Office is disabled.
Changing the presence status via myPortal causes the agent to be
immediately logged out of the queue(s). After the agent logs off via
myAgent, the presence status in myPortal is reset to Office.
A change in the agent status via myAgent (e.g., to Break) is registered by
myPortal, but this does not apply to Log in, Log out and Wrap up.
–
myAgent: Agent is logged on.
myPortal: The automatic reset of the presence status to Office is enabled.
If the agent changes his or her status via myAgent to Break, he or she will
be automatically available again after the break time has expired.
A change of the presence status via myPortal to Break causes the agent
to be immediately logged out of the queue(s).
–
myAgent: Agent is logged on.
A change of the presence status via myPortal to Do Not Disturb causes
the agent to be immediately logged out of the queue(s).
•
Outbound Calls via myPortal
The presence status of the subscriber is visible via myAgent.
The calls appear only in the journal of myPortal. No transfer to the statistics
of the Contact Center occurs, since these are not Contact Center calls.
•
Incoming calls to the station number of the agent
The presence status of the subscriber is visible via myAgent.
The calls appear only in the journal of myPortal. No transfer to the statistics
of the Contact Center occurs, since these are not Contact Center calls.
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•
Recording a call
The recording of calls via myPortal is not registered by myAgent. myAgent
offers this function even if the recording of a call is already occurring via
myPortal.
Related Topics
12.2 Agents
The agents (stations) of a queue comprise a workgroup and are typically
deployed for technical hotlines, for example, or in order processing, order
acceptance, CRM, etc. The incoming calls, faxes and e-mails are distributed
uniformly to the available agents for a queue.
In order to use a station of the communication system as an agent, this station
must first be configured accordingly. The rights of the individual agents are
defined by selecting their respective authorization levels (Agent, Supervisor or
Administrator). An agent with the authorization level of a Supervisor or
Administrator has elevated privileges (see Agent Functions Independent of the
Authorization Level ).
An agent can be defined as a permanently available agent. Such agents remain
available for calls, faxes and e-mails even when they do not accept a call, fax or
e-mail.
System-Specific Information
Up to 64 agents can be licensed. The licenses for agents are "floating" licenses
and not permanently bound to the agents. This means that any number of
subscribers can be set up as agents. However, the number of agents that can log
in at any given time is determined by the number of licenses available.
The following maximum capacity limits must be observed:
•
OpenScape Office LX, via the gateway: up to 64 active agents (myAgent
users) and up to 500 calls to the Contact Center per hour
•
OpenScape Office MX One-box system: up to 10 active agents (myAgent
users) and up to 200 calls to the Contact Center per hour
•
OpenScape Office MX Multibox system: Up to 64 active agents (myAgent
users) and up to 500 calls to the Contact Center per hour
•
OpenScape Office HX, via HiPath 3000: up to 64 active agents (myAgent
users) and up to 500 calls to the Contact Center per hour
Related Topics
12.2.1 Agent Functions Independent of the Authorization Level
When a user is configured as an agent, the rights of the agent are defined by
selecting the appropriate class of service for that agent (i.e., the authorization
level as an Agent, Supervisor or Administrator). An agent with the authorization
level of a Supervisor or Administrator has elevated privileges.
The differences between the authorization levels are summarized in the following
table.
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myAgent:
Activity
Authorization level (class of service)
Agent
Supervisor
Administrator
Assign an agent to a queue
–
X
X
Move an agent to another queue
–
X
X
Remove an agent from the
queue
–
X
X
Change the status of an agent
–
X
X
Display / hide the agent binding
list
Assigned queues
All queues
All queues
–
X
X
Display list of Contact Center
calls
Assigned queues
All queues
All queues
Activate myAgent screen pop
automatically for alarms
–
X
X
Activate alarm tone
–
X
X
Display wallboard
Assigned queues
All queues
All queues
Display the Grade of Service
graph
Assigned queues
All queues
All queues
Display the Average Times graph
Assigned queues
All queues
All queues
–
X
X
Current call
All calls
All calls
Save recording of call as WAV
file or send as WAV file by e-mail
–
X
X
Save fax as TIFF file or send as
TIFF file by e-mail.
–
X
X
Save e-mail as EML file or send
as EML file by e-mail.
–
X
X
Call monitoring (country
dependent)
–
X
X
How to Override a Call
–
X
X
Accept a request for assistance
–
X
X
Create reports
–
X
X
Open the OpenScape Office
Assistant
–
X
X
Edit an agent assignment
Move call to first position in a
queue
Record a call
Related Topics
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12.2.2 Preferred Agents
Every caller (e.g., every calling customer) can be assigned one or more preferred
agents of a queue. In such cases, the communication system first tries to switch
the caller and his callback requests through to a preferred agent. If multiple
preferred agents have been specified, a priority (sequence) can be defined to
determine the order in which these agents are connected.
If no preferred agent is available, the call is forwarded to any available agent.
Related Topics
12.2.3 Agents in multiple queues
An agent can be assigned to multiple queues with different skill levels. In such
cases, the function of the agent as a primary agent or an overflow agent must be
defined.
Related Topics
12.2.4 Contact Center Breaks
In order to allow every agent the chance to take a defined break, Contact Center
breaks of different lengths can be defined (e.g., for lunch or a cigarette break).
Contact Center breaks are available system-wide and can be selected by an
agent via myAgent as required.
Related Topics
12.3 Queues and Schedules
Queues are the basis of the Contact Center. Calls, faxes and e-mails for a queue
can be handled, depending on the skill levels of agents, the priorities and waiting
periods. Announcements can be played for waiting callers. A schedule is used to
define how incoming calls are to be handled on certain days and at specific times.
Related Topics
12.3.1 Queues
As a rule, call distribution occurs by sending any incoming call, fax or e-mail for a
queue to the specific station in the group (i.e., the agent) whose last call lies
furthest in the past. It is also possible to define other distribution rules (based on
the different skill levels of agents, for example). If all agents are busy, any
additional calls, faxes and e-mails are placed in the queue and then distributed to
the next free agent based on their priority and the waiting time.
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Schedules and the rules contained in them (i.e., the CCVs or call control vectors)
can be used to define how a call to a queue at a specific time and on a specific
date is to be handled. The rules define which announcement is to be played back
to callers, for example, or where a call is to be forwarded.
Faxes, e-mails and agent callbacks are assigned to queues directly,
independently of schedules.
When assigning agents to queues, different properties, which affect the
distribution of calls in a queue, can be assigned to agents (e.g., Primary Agent or
Overflow Agent and Skill Level). Agents can be assigned to queues
•
via OpenScape Office Assistant by an administrator with the Advanced
profile.
•
via the application myAgent by an agent with the Supervisor or Administrator
authorization level.
If an agent is assigned to multiple queues, the queue priority can be used to
define whether calls for a queue with higher priority should be forwarded to this
agent with precedence over calls for other queues.
The following main settings can be made for queues via the OpenScape Office
Assistant:
304
•
Activating, deactivating and deleting queues
Note: After the deletion of a queue, no reports for past time periods can be
generated. Queues that are no longer required should be deactivated.
•
Configuring queue alarms
You have the following options:
–
Queue Alarm Count (alarm threshold value): If the number of calls waiting
in the queue exceeds the number specified here, the queue symbol for
the agent changes from green to orange. Agents with the Supervisor or
Administrator authorization level can set whether they should be warned
with an alarm tone and whether myAgent should be automatically brought
to the foreground with a screen pop.
–
Queue Alarm Time (alarm threshold value): If the waiting time for a
queued call exceeds the time specified here, the corresponding item in
the list of Contact Center calls for the agents changes to red. Agents with
the Supervisor or Administrator authorization level can set whether they
should be warned with an alarm tone and whether myAgent should be
automatically brought to the foreground with a screen pop.
•
Defining timeouts for missed calls, faxes and e-mails
If a phone call, fax or e-mail is not accepted by the agent at the end of the time
specified here, the call, fax or e-mail will be forwarded to the next available
agent.
•
Defining an abandoned call threshold
The time specified here determines whether or not an abandoned call is
included in the statistics (i.e., in a report). Calls abandoned after the specified
time has elapsed are included in the statistics.
•
Setting up inbound fax pilots
If configured, station numbers can be selected for incoming Fax messages.
Faxes to these phone numbers will then be added to the queue and treated
as incoming calls.
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•
Setting up an inbound e-mail service
Multiple e-mail addresses can be set up for a queue. E-mails sent to these
addresses are placed in the queue and treated like incoming calls.
•
Setting up a return e-mail address
E-mail address of the queue, which is displayed to the recipient when an email is sent by an agent.
•
Activating intelligent call routing
An incoming call is forwarded to the agent with whom the caller was last
connected, provided no preferred agent was defined for that caller.
Related Topics
12.3.2 Schedules
For each queue, a schedule can be defined with rules (Call Control Vectors or
CCVs) to determine how incoming calls are to be handled on specific dates and
at specific times.
For example, on work days, separate rules may be defined for the morning shift
(from 6:00 to 14:00 hours), the afternoon shift (14:00 to 22:00 hours) and the night
shift (from 22:00 to 06:00 hours). Similarly, a weekend rule can defined for the
weekends. For each of these rules, you can define whether an announcement is
to be played, for example, and/or the destination to which the calls are to be
forwarded.
Schedules are the core of the Contact Center configuration. Without the definition
of at least one schedule, the configuration of a Contact Center cannot be
completed successfully. Every queue must be assigned at least one schedule.
This may also be the same schedule in every case.
A schedule, in turn, must have at least one rule (called a Call Control Vector or
CCV) assigned to it. The rules determine how incoming calls for a queue are to
be handled during the time period to which the schedule applies. Rules apply only
to calls and not to faxes and e-mails.
Rules are created with the graphical rule editor (CCV Editor) by combining
predefined CCV objects and can be saved under a user-defined name upon
completion.
Saved rules can be assigned to one or more schedules as a default rule (default
CCV) or an exception rule (exception CCV). They can be opened, edited and
saved again at any time by using the rule editor.
After a schedule has been assigned a default rule (default CCV), this schedule
can be saved under a user-defined name. A schedule with an assigned default
rule applies to a queue 24 hours a day, 365 days a year. If different rules are to
applied at certain times (breaks, weekends, holidays, vacations, etc.), these can
be assigned to the schedule as exception rules (Exception CCV). This means that
you can define how incoming calls are to be handled during the holiday schedule,
for example. Holiday schedules have precedence over the other schedules and
rules of a queue.
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Rule Editor (CCV Editor)
The Rule Editor is used to create rules from predefined CCV objects. The
arrangement of the CCV objects and their properties determine how incoming
calls are to be handled.
The following predefined CCV objects are available:
INFO: For all of the named CCV objects, the two general
properties listed below also apply:
Description: Optional entry to describe the CCV object, e.g.,
Greeting.
Process digit: specification of the digit(s) required without
blanks, commas or other characters. The specification refers to
the preceding CCV object. If 9 was specified there under
Accepted Digits, then 9 must also be entered here.
•
•
Play Message
Causes the desired message to be played. Any audio file present in
OpenScape Office can be selected. In addition, a new audio file can be
imported into OpenScape Office or a new announcement can be recorded
and then imported as an audio file into OpenScape Office.
The playback of the announcement seizes one respective Media Stream
channel.
Properties:
–
File Name: Selection of an announcement (audio file in WAV format)
–
Interrupt Digits: specification of a key or key combination on the dial pad
with which callers can stop the playback of an announcement.
–
Record: Record an announcement via a telephone
–
Upload: Load (import) an audio file in wav format
Music on Hold
Causes Music on Hold (MOH of the communication system) to be played for
external calls for an adjustable period of time
Property:
–
•
Disconnect Caller
Causes the call to be disconnected.
After this CCV object, no further CCV object may be inserted.
•
Play Queue Position
Causes information on the current queue position of the caller to be played.
•
Go to CCV
Causes a loop to another CCV object
Property:
–
306
Time Value: Time, in seconds, for which the Music on Hold is to be
played.
Target CCV: Selection of the CCV object
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•
•
Record Callback
Enables a caller in a queue to enable an agent callback (record a voicemail).
Instead of the actual caller, the agent callback remains in the queue. For
agents with the Enable agent callback feature, the agent callback appears
in the list of Contact Center calls.
After this CCV object, no further CCV object may be inserted.
Properties:
–
Type: Selection of Simple Callback or Extensive Callback.
In contrast to simple callbacks, extensive callbacks offer callers additional
options and information (e.g., the option to confirm or change the phone
number that is to be called back and the option to confirm the voicemail).
–
Maximum message length: Time, in seconds, that is available to a caller
when recording a voicemail.
Process digit
Causes the next CCV object(s) to be executed, depending on the digits
specified there (process digit).
Properties:
–
File Name: Selection of one or more announcements (audio file in WAV
format)
–
Playlist: List of selected announcements (audio file in WAV format) in the
order in which they are played
–
Digits Timeout: Time, in seconds, for which the communication system
waits for the input of digits.
If the required digits are not entered fully within the specified time, the
message (announcement) is played again.
The contents of the Playlist are presented in the Rule Editor by a tool tip on
hovering with the mouse pointer over the CCV object.
•
Single Step Transfer
This function depends on the Normal Attendant Console SST setting
(OpenScape Office Assistant, Expert mode: Applications > OpenScape
Office > General Settings):
–
Normal Attendant Console SST enabled (default setting; not for U.S.):
Causes the call to be transferred, regardless of whether the destination is
free, busy or unavailable.
INFO: For stations with call waiting rejection enabled, the call is
switched through only if the destination station is free. No call
waiting on busy occurs.
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–
Normal Attendant Console SST disabled (default setting, only for U.S.):
Causes the call to be transferred if the destination is free.
If the destination is busy and call waiting rejection is disabled, or if the
destination is unavailable, an announcement is played back to the caller.
The caller can then optionally choose to leave a message in the voicemail
box of the called subscriber or select the call number of another
destination.
If the destination is busy and call waiting rejection is enabled, the call is
not switched through.
After this CCV object, no further CCV object may be inserted.
Property:
–
Target Extension: specification of the internal call number (only IP
phones (system clients) are supported) or external DID extension without
the number of the CO trunk. Blanks, commas and other characters are not
allowed.
The call number of the target extension is displayed in the CCV object.
•
Transfer To Queue
Causes the call to be transferred to a queue.
After this CCV object, no further CCV object may be inserted.
Property:
–
•
Queue: Selection of the queue
Record In Mailbox
Causes the call to be sent to the desired voicemail box of a subscriber or a
voicemail group
After this CCV object, no further CCV object may be inserted.
Property:
–
User Mailbox: specifies the station number of the voicemail box of a
subscriber or voicemail group
The station number and the name of the voicemail box or voicemail group are
shown in the Rule Editor by a tool tip on hovering with the mouse pointer over
the CCV object.
•
Supervised Transfer (also called screened transfer)
Causes the call to be transferred to an internal destination. During the
transfer, Music on Hold (MOH of OpenScape Office) is played back to the
caller.
In contrast to the single-step transfer CCV object, two further CCV objects
must be inserted here. This is because we now need to define how the
communication system should behave if the call destination is busy or does
not answer the call. Usually, an announcement is played to the caller in such
cases.
Properties:
–
308
Target Extension: specification of the internal call number (only IP
phones (system clients) are supported).
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–
Ring Timeout: Time, in seconds, within which the call must be accepted.
If the call is not answered within the specified time, it is returned to the
communication system, and the next CCV object is used.
INFO: The time specified here must be shorter than the time
configured for call forwarding (the default setting for call
forwarding = 15 seconds). See OpenScape Office V3,
Administrator documentation , Functions at the Telephone.
•
–
Pull back call if destination device is forwarded / deflected: Option
(only applicable for internal call number.)
If this option is enabled, the call destination is first checked, and if a
forwarding destination or deflection has been set for it, the call is returned
to communication system, and the next CCV object is used.
–
Check Presence status when transferring call: Option
If this option is enabled, the presence status of the call destination is
checked, and if this status is any presence status other than Office, the
call is forwarded to the voicemail box of the call destination.
Dial By Name
Causes the caller to be prompted to enter the first three letters of the desired
subscriber's last name via the dial pad.
If a unique subscriber name with the entered initial letters is found, a
connection is established.
If there are several subscriber names with the entered initial letters, these
subscriber names are announced to the caller (max. 10 subscribers). If a
subscriber has no recorded name announcement, the call number is
announced instead. After selecting the desired subscriber, a connection is
made.
If none of the subscribers match the entered initial letters, the caller receives
a corresponding message.
INFO: The keys on the dialpad respond to the first press of a key.
With each key pressed, the system tries to determine whether
there are subscriber last names with the letter assigned to that
key.
Example: Let us assume the internal phone book has five last
names with the initial letters t, u and v: Taylor, Taler, Ullrich,
Vasquez and Volterra. To establish a connection with the
subscriber Taylor, following keys must be pressed: 8 2 9
After this CCV object, no further CCV object may be inserted.
Properties:
–
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Method: Selection of Transfer To Extension or Record In Mailbox.
Depending on the method selected, a connection to the desired extension
or its voicemail box is established. Note that only internal extensions for
which the first and last names of the subscriber are entered in the internal
directory are supported here.
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Queues and Schedules
•
Dial By Extension
Causes the caller to be prompted to enter the station number (extension) of
the desired subscriber via the dial pad.
If the caller dials the station number of a virtual station, the caller is prompted
to enter another station number. A connection is then established. If the
desired subscriber does not respond, the call is accepted by his or her
voicemail box.
After this CCV object, no further CCV object may be inserted.
Properties:
–
•
Method: Selection of Transfer To Extension or Record In Mailbox.
Depending on the method selected, a connection to the desired extension
or its voicemail box is established. Note that only internal extensions for
which the phone number is entered in the internal directory are supported
here.
Set language
Selects the language for each standard announcement based on the phone
number of the caller. It should be noted that only standard announcements
(i.e., system announcements) and no personal greetings are taken into
account here.
For example, it is possible to have German announcements played back to
callers with the country code 0049 and French announcements for callers with
the country code 0033.
Properties:
–
Default language: Drop-down list to select a language.
The language selected here is used for all phone numbers for which no
specific language was defined.
–
Pattern: Specifies the phone numbers to which a particular language is
to be assigned.
The following placeholders can be used * = any digit, ? = any digit.
–
Language: Drop-down list to select the language to be assigned to the
relevant phone numbers (matching Pattern).
A language can be assigned to any number of different phone numbers
(matching Pattern).
•
310
CLI Routing
Causes the forwarding of a call to one or more sequential CCV objects based
on the caller's number.
For example, it is possible to first have a German announcement played back
to callers with the country code 0049 (CCV object Play Message) and then
have the call forwarded to an internal phone (CCV object Single Step
Transfer).
Properties:
–
Standard: Drop-down list to select the CCV object.
The CCV object selected here is used for all phone numbers for which no
specific destination was defined.
–
Pattern: Specifies the phone numbers to which a specific CCV object is
to be assigned as the destination.
The following placeholders can be used * = any digit, ? = any digit.
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–
Description
Provides an explanation.
For the Pattern 0049 (= country code for Germany), for example,
Germany can be entered.
The text entered here will appear in the Rule Editor.
–
Target: Drop-down list to select the CCV object that is to be assigned as
a destination to the related phone numbers (matching Pattern).
A CCV object can be assigned as a destination to any number of different
phone numbers (matching Pattern).
•
Branch on variable
Causes the forwarding of a call to one or more sequential CCV objects based
on a given condition.
You can thus define, for example, that an announcement (such as "Please
call again later ...") should be played back to callers as soon as there are more
than 20 calls in a queue.
Properties:
–
Variable: Selection of Calls or Available agents.
Depending on the selected variable, the number of calls waiting in a
queue or the number of available agents (including agents in wrap up
time) is used as the defined condition. In the associated drop-down list,
the condition (less than, greater than, less than or equal to, equal to
or greater than, equal to) must be selected, and the comparison value
must then be entered in the corresponding input field.
–
True branch: Drop-down list to select the CCV object that is to be used
as a destination when the condition is satisfied.
–
False branch: Drop-down list to select the CCV object that is to be used
as a destination when the condition is not satisfied.
Related Topics
12.3.3 Wrap up
Wrapup reasons can be used to assign incoming calls to specific categories
(orders, complaints, service, etc.). The assignment is made by an agent after
completing the call (during the wrap-up time) by entering the appropriate wrapup
reason using myAgent.
Wrapup reasons can be defined individually for each queue.
A distinction is made here between:
•
Simple Wrapup
One or more wrapup reasons can be defined for queues with the wrapup
mode "Simple Wrapup".
Example: The two wrapup reasons "hardware problem" and "software
problem" were defined for a queue. Every call is assigned one of these
wrapup reasons by an agent during the wrapup time. This makes it possible
to subsequently create a report with an overview of all calls related to the
subject of hardware problems, for example.
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•
Multiple Wrapup
For queues with the wrapup mode "Multiple Wrapup", one or more wrapup
reasons can be defined and then classified into groups and subgroups.
Example: A Hardware group with the wrapup reasons Motherboard and
Power Supply and a Software group with the wrapup reasons Operating
System and Drivers were defined for a queue. Every call is assigned one of
these wrapup reasons by an agent during the wrapup time. This makes it
possible to subsequently create a report with an overview of all calls related
to hardware problems or also all calls related specifically to motherboard
hardware problems.
Related Topics
12.3.4 Grade of Service
The Grade of Service can be used to assess the response rate of the queue. This
is achieved by comparing the waiting time for callers in the queue with target
values, which can be specified individually for each queue.
The target values for the Grade Of Service (GoS) can be defined freely,
depending on the acceptable waiting time for callers in a queue. For each call to
an appropriate queue, the service level is determined after the call and committed
to the database. The Grade of Service can be evaluated by agents with the
authorization level of a Supervisor or Administrator by using the myAgent
application.
Related Topics
12.3.5 Wallboard
Queue details can be retrieved and displayed using myAgent. The display
contains a table with statistical information on queues in real time for the current
24-hour period. The display can then be presented on a large LCD monitor, for
example, or via a beamer (wallboard).
Agents with the agent authorization level receive information on the queues to
which they are assigned. Agents with the Supervisor or Administrator
authorization level receive information on all queues.
A separate station should be set up for a wallboard display. A Comfort User
license and a myAgent license are required for this.
Related Topics
12.3.6 Agent Callback
If the waiting time in the queue is too long for a caller, and the associated schedule
includes the CCV object Record Callback, the caller can leave a callback
request. This callback request retains the original position of the caller in the
queue and is delivered to the agent in the form of a voicemail. After listening to
the voice message, the agent can call back the caller via a screen pop.
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VIP service
If a preferred agent has been set for a caller, an attempt is first made to route the
callback requests of that caller to the preferred agent. If the preferred agent is not
available, the callback request is forwarded to any available agent.
Related Topics
12.4 VIP service
For each queue, you can individually define whether certain callers (with a VIP
status) or callers which match configurable call number patterns should be given
preferential treatment and thus allowed to reach a free agent faster.
If all agents of a queue are busy, VIP callers are preferentially connected to the
next available agent.
Related Topics
12.4.1 VIP Caller Priority
The VIP Caller Priority can be defined individually for each queue in order to
specify whether callers (customers, for example) included in the VIP Call List
should be given preferential treatment.
The values for the VIP Caller Priority can be defined freely, depending on the
waiting time for callers in a queue. This determines the level of preference for VIP
callers as opposed to normal callers.
When a VIP caller activates an agent callback (by recording a voicemail with a
callback request), the agent callback is retained in the queue instead of the VIP
caller. but without the VIP Caller Priority.
VIP callers must be registered in the VIP call list directory (see VIP Call List ).
Related Topics
12.4.2 VIP Call List
Callers who have already been registered in the communication system (external
directory) can be added to the VIP call list. In addition, call number patterns can
be entered. A call number pattern consists of a specific sequence of digits and a
wildcard (placeholder). It can thus be used to transfer all employees of a company
to the VIP call list, for example.
For each queue, the VIP caller priority can be used to define whether
•
the callers included in the VIP call list and
•
the callers who match the call number pattern contained in the VIP call list
should be given preferential treatment.
It is not possible to enter call number patterns in the canonical call number format.
The use of shortcut characters for country codes (for example +49 instead 0049)
is likewise not possible. Call number patterns must always be specified without
the CO access code.
Examples of call number patterns:
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Fallback solution
•
089 7577* (089 = area code for Munich, 7577 = PABX number of a company,
* = wildcard for any number). By entering this call number pattern in the VIP
call list, all callers from Munich, whose telephone number begins with 7577,
are given priority.
•
0039* (0039 = country code for Italy, * = wildcard for any number). By entering
this call number pattern in the VIP call list, all callers from Italy are given
priority.
The following characters can be used as wildcards (placeholders) in a call
number pattern:
•
* = wildcard for any number
•
? = wildcard for any digit
Related Topics
12.5 Fallback solution
If the Contact Center is unavailable due to problems (crash, connection down,
etc.) the "Uniform Call Distribution (UCD)" feature of the communication system
is automatically used. This feature thus serves as the fallback solution for the
Contact Center.
In the event of a failure in the Contact Center, incoming calls are distributed
according to the fallback solution. The distribution of faxes and e-mails is not
possible.
Depending on requirements, one of the fallback solutions described below can be
configured.
Default Fallback Solution
In this case, the fallback solution is based on the UCD IDs of the agents:
•
Agents are assigned to the UCD groups of the communication system based
on UCD IDs.
•
A UCD ID is assigned to an agent when configuring a subscriber as a Contact
Center agent. The UCD ID determines to which UCD group this agent is
assigned in the event of a failure at the Contact Center.
To ensure that the default fallback solution works properly, every queue must be
assigned the Contact Center agents with the UCD IDs that were assigned to the
appropriate UCD groups.
In the event of a failure in the Contact Center, incoming calls are distributed to the
logged in agents via the different UCD groups.
Example:
314
•
UCD IDs 103, 104 and 105 are assigned to UCD group ABC. UCD IDs 108,
109 and 110 are assigned to UCD group XYZ.
•
The stations 123, 124 and 125 are configured as agents with the UCD IDs
103, 104 and 105. The stations 126, 127 and 128 are configured as agents
with the UCD IDs 108, 109 and 110.
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Fallback solution
•
When assigning agents to queues, the stations 123, 124 and 125 must be
assigned to the queue ABC, and the stations 126, 127 and 128 to the queue
XYZ.
Configuring the
Communication System
Configuring the
Contact Center
UCD ID 100
UCD ID 101
UCD ID 102
UCD group ABC
UCD ID 103
Queue ABC
UCD ID 104
UCD ID 105
123
124
125
UCD ID 106
UCD ID 107
UCD group XYZ
UCD ID 108
Queue XYZ
UCD ID 109
UCD ID 110
126
127
128
UCD ID 111
UCD ID 112
UCD-ID 113
Basic fallback solution
In this case, all agents of the Contact Center are assigned using their UCD IDs to
only the Backup UCD group. By assigning the appropriate agents, these UCD IDs
are then also used in the queues of the Contact Center. This ensures that in the
event of a failure in the Contact Center, the agents do not have to manually log in
at their phones with a different ID. This Backup UCD group is defined as a second
call forwarding destination for all UCD groups of the communication system.
If the Contact Center fails, the incoming calls are then distributed to all agents of
the backup UCD group.
Example:
•
No UCD IDs were assigned to the UCD groups ABC and XYZ. UCD IDs 103
to 105 and 108 to 110 were assigned to the UCD group BACKUP.
•
The stations 123, 124 and 125 are configured as agents with the UCD IDs
103, 104 and 105. The stations 126, 127 and 128 are configured as agents
with the UCD IDs 108, 109 and 110.
•
When assigning agents to queues, the stations 123, 124 and 125 are
assigned to the queue ABC, and the stations 126, 127 and 128 to the queue
XYZ.
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Configuring the Contact Center
Configuring the
Communication System
UCD group ABC
Configuring the
Contact Center
UCD ID 100
UCD ID 101
UCD ID 102
UCD ID 103
Queue ABC
UCD ID 104
UCD ID 105
UCD group
BACKUP
123
124
125
UCD ID 106
UCD ID 107
UCD ID 108
Queue XYZ
UCD ID 109
UCD ID 110
126
127
128
UCD ID 111
UCD group XYZ
UCD ID 112
UCD ID 113
Custom fallback solution
In this case, the customized configuration of the Contact Center is mapped via
multiple UCD groups.
If the Contact Center fails, similar behavior is thus achieved by the fallback
solution.
For details on configuring call distribution via the "Uniform Call Distribution
(UCD)" feature of the communication system, see UCD (Uniform Call Distribution)
(LX/MX) .
The main advantage of the of the custom fallback solution, by contrast, lies in its
accurate mapping of the Contact Center operations.
The disadvantage of the custom fallback solution is the high configuration effort
involved. Furthermore, to achieve similar call distribution behavior, all changes
made to the Contact Center configuration also need to be mapped to the fallback
solution.
The main advantage of the default and basic fallback solution is the easy
configuration.
Related Topics
12.6 Configuring the Contact Center
When configuring the Contact Center, the UCD groups must be defined first. The
queues of the Contact Center are essentially workgroups that are based on the
UCD groups of the communication system. The actual configuration of the
Contact Center (schedules, queues, etc.) can then be performed.
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Configuring the Contact Center
For a Contact Center with OpenScape Office MX, the entire configuration occurs
using the OpenScape Office Assistant.
For a Contact Center with OpenScape Office HX, the UCD groups and any
possible fallback solution are configured using HiPath 3000 Manager E. The rest
of the configuration is performed using OpenScape Office Assistant.
Before configuring the Contact Center, the standard processes for call distribution
in normal and emergency modes must be coordinated with the customer.
INFO: The configuration of the Contact Center should only occur
after the setup of the communication system and the UC suite
have been fully completed.
The following licenses are a prerequisite for the operation of a Contact Center:
•
Contact Center Basic License
•
An appropriate number of licenses for agents (myAgent)
•
Contact Center Fax License (for receiving and sending faxes), if necessary
•
Contact Center E-mail License (for receiving and sending e-mails), if
necessary
Related Topics
12.6.1 Example of an OpenScape Office MX Contact Center Configuration
The operating principle of the Contact Center with HiPath OpenScape Office MX
and HiPath 3000 is presented here with the aid of an example. The structure and
configuration of the example are based on a fictional customer scenario with
standard Contact Center functions.
Sample Scenario for an OpenScape Office MX Contact Center
Company XYZ operates a Contact Center with the following station numbers
(queues):
•
Station number 440 for the Service Department
•
Station number 444 for the Sales department
•
Station number 456 for free calls (Hotline). Callers receive an announcement
and can then reach the Service or Sales Department by selecting the
appropriate digit.
The Contact Center consists of six employees (agents), of which three work for
the Service Department and three for Sales.
The queues for the Service and Sales Departments should be directly reachable
during normal business hours from 09:00 to 17:00 hours. Both queues have a fax
box and an e-mail address.
If all agents are busy or not available, callers are to be notified accordingly and
have music played back to them. Is no agent becomes free after a certain period
of time, a caller can leave a callback request or and reach the Attendant by dialing
a specific number. If no digit is dialed, the caller should be automatically placed
back in the queue.
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During closed hours, callers are to hear an announcement enabling them to
record a voicemail with a callback request (agent callback).
During the lunch break from 12:00 to 13:00 hours, an announcement is to be
activated for the Service and Sales Departments to offer callers the option of
recording a message with a callback request.
Fallback solution via Backup UCD group: If the Contact Center is unavailable due
to problems (such as a system crash, dropped connection, etc.), the system
should automatically switch to the "Uniform Call Distribution UCD" feature of the
communication system as a fallback solution. This requires all of the Contact
Center agents to be assigned to a single backup UCD group. For all UCD groups
of the communication system, this Backup UCD group should be defined as a call
forwarding destination. If the Contact Center fails, the incoming calls will then
distributed to the agents of the Backup UCD group.
Configuring the Sample Scenario
The following actions must be performed for this sample scenario:
318
•
Configure UCD groups
The queues of the Contact Center are essentially workgroups that are based
on the UCD groups of the communication system. The UCD groups must be
defined before the actual configuration of the Contact Center.
For this example of the Contact Center of company XYZ, three UCD groups
(Service, Sales and Hotline) are to be configured.
•
Configure the fallback solution
For this example, a Backup UCD group is to be configured and defined as a
call forwarding destination for all UCD groups of the communication system.
•
Configure subscribers as agents
For this example, six subscribers must be configured as agents.
•
Record individual announcements
For this example, various announcements are to be recorded. This includes
an announcement for situations when no agent is available, for example, or
an announcement to inform callers about possible options (using Process
after digits).
•
Load individual announcements
For this example, the recorded announcements are to be loaded into the
communication system.
•
Define schedules
For each time interval within a schedule, rules (Call Control Vectors or CCVs)
can be defined to determine how incoming calls are to be handled on specific
days and at specific times.
In the example, a standard schedule XYZ is to be defined with a rule for the
times outside business hours and with exceptions for business hours and the
lunch break. In addition, a second schedule (Standard Schedule Hotline) to
be defined with a rule for free calls (Hotline).
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Schedule
Standard Schedule
XYZ
Rule (CCV)
Out of the Office
Times outside business hours
Open
Business hours 08:00 to
11:59 hours = Open1
Business hours 13:00 to
17:00 hours = Open2
Standard Schedule
Hotline
Lunch Break
Lunch 12:00 to 12:59 hours
Hotline
24 Hours
•
Adding three queues
In this example, one queue is to be configured for the Service Department and
one for Sales. A further queue (hotline) is to be configured for free calls.
•
Assign agents to queues
For this example, three agents are to be assigned to the Service queue and
three to the Sales queue.
More details on the configuration of all Contact Center functions can be found
under the Configuration Procedure .
Related Topics
12.6.2 Example of an OpenScape Office HX Contact Center Configuration
The operating principle of the Contact Center with HiPath OpenScape Office HX
and HiPath 3000 is presented here with the aid of an example. The structure and
configuration of the example are based on a fictional customer scenario with
standard Contact Center functions.
Sample Scenario for an OpenScape Office HX Contact Center
•
Company ABC intends to operate a Contact Center with two dial-in numbers,
of which one is to be used for "Service" and the other for "Sales". These two
dial-in numbers are each to be processed via a separate queue. Both queues
are to have group fax, group voicemail box and group e-mail.
•
In addition to the two direct dial-in numbers, callers are also to be provided
with a central toll-free dial-in option (Free Call). Using digit dialing, every caller
is to be allowed to connect directly with Service, Sales or the respective group
voicemail box.
•
The Contact Center will consist of 6 staff members (agents) who accept calls
from both queues. These staff members for the "Service" and "Sales" areas
have different skill levels and are to be assigned calls on the basis of their
respective skills.
•
The queues must be reachable directly during business hours from 09:00 to
17:00 hours.
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Configuring the Contact Center
•
If all members are busy or not available, callers are to be notified accordingly
and have music played back to them. Is no staff member is free, a caller
should optionally be allowed to leave a callback request or to reach the
Attendant by dialing specific digits. If no digit is dialed, the caller should be
automatically placed back in the queue.
•
During closed hours, callers are to hear an announcement indicating that they
can record a voicemail with a callback request or optionally be forwarded to
an emergency number.
•
In the time from 8:00 to 9:00 hours, callers are to be greeted with a personal
greeting and have the option of leaving a callback request or being connected
to the operator.
•
During the lunch break from 12:00 to 13:00 hours, an announcement is to be
activated for each queue to offer callers the option of recording a message
with a callback request
•
Fallback solution: If the Linux server of OpenScape Office HX fails, the calls
of all queues are to be accepted at defined workplaces.
Linking a Queue with a UCD Group
Before a queue can be configured, it must first be linked to a HiPath 3000 UCD
group. The UCD group is a normal group that is converted to a UCD group by the
assignment of a virtual address number.
The following figure shows the schematic sequence of an incoming call to group
440 (Service Department).
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Configuring the Contact Center
The UCD functionality is provided in the HiPath 3000 communication system by
linking Group 440 with the virtual address number #201 in the call destination list.
This information is stored in the SQL client and automatically transferred to the
OpenScape Office database.
By setting up a queue with the call number 440 in the OpenScape Office Contact
Center, a link to the UCD group 440 of the HiPath 3000 communication system is
automatically established .
INFO: During the normal operation of the Contact Center, an
agent cannot log into a queue by using a phone.
Fallback Solution if the Linux Server of OpenScape Office HX Fails
The following figure shows the schematic sequence of an incoming call to group
440 (Service Department) when the Contact Center is not operational.
The UCD functionality is provided in the HiPath 3000 communication system by
linking Group 440 with the virtual address number #201 in the call destination list.
Since no UCD agent IDs are assigned to the Group #201, the call is immediately
forwarded to the Group #260.
Due to the assignment of UCD agent IDs in the UCD Group #260, agents can log
into the UCD Group #260 from a telephone.
In the UCD group #260, the incoming calls are then forwarded to the phones of
available agents.
When the Contact Center is back in operation, all incoming calls will only be
processed in the group #201. No overflow to the UCD group #260 occurs.
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Configuring the Contact Center
This ensures that the phones of the agents logged into the UCD group #260 are
only addressed in the event of a failure of the Contact Center and cannot
intervene in the call distribution controlled by OpenScape Office.
Queues without Announcements or Greetings
The following figure shows the schematic sequence for calls, faxes and e-mails
received at a queue of the OpenScape Office Contact Center without any
announcement prior to answering and without any greetings option.
A call to the UCD group 441 is accepted by the queue 441 of the OpenScape
Office Contact Center. The call distribution to the available agents occurs
immediately. If no agent accepts the call, the call is processed further by the
schedule 441 (see Schedule and Call Control Vector (CCV)).
An incoming fax is accepted by the virtual station Fax 551 and handled by the
queue 441 of the OpenScape Office Contact Center. The distribution to the
available agents occurs immediately. If no agent accepts the fax, the fax remains
in the queue and will be distributed later to an agent who becomes free.
E-mails received on the external mail server are checked every 30 seconds by
the internal e-mail client of the queue 441 of the OpenScape Office Contact
Center. The e-mails are accepted by the queue 441 and immediately distributed
to available agents. If no agent accepts the e-mail, the e-mail remains in the
queue and will be distributed later to an agent who becomes free.
To use the e-mail function, a POP3 e-mail account is required on an external email server. The Linux server of OpenScape Office HX does not provide e-mail
accounts.
Queues with Announcements or Greetings
The following figure shows the schematic sequence for calls, faxes and e-mails
received at a queue of the OpenScape Office Contact Center with an
announcement prior to answering or a greetings option.
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Configuring the Contact Center
A call to the UCD group 440 is accepted by the queue 440 of the OpenScape
Office Contact Center. Since no agent is assigned to this queue, the call is
immediately processed further via the schedule 440. This is where the greeting to
the caller and the forwarding to queue 441 occurs.
The call is accepted through the queue 441 of the OpenScape Office Contact
Center and distributed immediately to the available agents. If no agent accepts
the call, the call is processed further by the schedule 441 (see Schedule and Call
Control Vector (CCV)).
An incoming fax is accepted by the virtual station Fax 550 and handled by the
queue 441 of the OpenScape Office Contact Center. The distribution to the
available agents occurs immediately. If no agent accepts the fax, the fax remains
in the queue and will be distributed later to an agent who becomes free.
E-mails received on the external mail server are checked every 30 seconds by
the internal e-mail client of the queue 441 of the OpenScape Office Contact
Center. The e-mails are accepted by the queue 441 and immediately distributed
to available agents. If no agent accepts the e-mail, the e-mail remains in the
queue and will be distributed later to an agent who becomes free.
To use the e-mail function, a POP3 e-mail account is required on an external email server. The Linux server of OpenScape Office HX does not provide e-mail
accounts.
Concatenation of Multiple Queues
The following figure shows the schematic sequence for calls received at the
Service, Free Call and Sales queues of the sample scenario for an OpenScape
Office HX Contact Center.
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Configuring the Contact Center
A call to the UCD group 440 (Service Department) is accepted by the queue 440
of the OpenScape Office Contact Center. Since no agent is assigned to this
queue, the call is immediately processed further via the schedule 440. This is
where the greeting to the caller and the forwarding to queue 441 occurs.
The call is accepted through the queue 441 of the OpenScape Office Contact
Center and distributed immediately to the available agents. If no agent accepts
the call, the call is processed further by the schedule 441 (see Schedule and Call
Control Vector (CCV)).
A call to the UCD group 442 (Free Call) is accepted by the queue 442 of the
OpenScape Office Contact Center. Since no agent is assigned to this queue, the
call is immediately processed further via the schedule 442. This is where the
greeting to the caller and the manual selection of the queue (441 or 443) to which
the caller wants to be forwarded occurs (see Schedule and Call Control Vector
(CCV)).
A call to the UCD group 444 (Sales Department) is accepted by the queue 444 of
the OpenScape Office Contact Center. Since no agent is assigned to this queue,
the call is immediately processed further via the schedule 444. This is where the
greeting to the caller and the forwarding to queue 443 occurs.
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Configuring the Contact Center
The call is accepted through the queue 443 of the OpenScape Office Contact
Center and distributed immediately to the available agents. If no agent accepts
the call, the call is processed further by the schedule 443 (see Schedule and Call
Control Vector (CCV)).
INFO: The distribution of faxes and e-mails is not described in
this example.
If an integration of faxes and e-mails is required, this occurs as
described under Queues without Announcements or Greetings.
Schedule and Call Control Vector (CCV)
The following figure shows the schematic sequence for calls received at a queue
of the OpenScape Office Contact Center and their subsequent processing via a
schedule.
If a call to a queue is not accepted by an agent, further processing always occurs
via a schedule. This schedule and the rules contained in it (Call Control Vectors
or CCVs) define how incoming calls are to be handled on specific dates and at
specific times.
For each required time period within a schedule, a Call Control Vector (CCV) must
be set up. If the functionality is the same on all days (24 hours/7 days), at least
one default CCV is needed.
Example:
•
Default CCV Out of Office (entire week)
The call is answered with an announcement. The caller can optionally leave
a callback request or reach the operator by dialing digits.
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Configuring the Contact Center
•
CCV Eight to Nine (Monday - Friday, 08:00 to 08:59 hours)
The call is answered with an announcement. The caller can optionally leave
a callback request or reach the operator by dialing digits.
•
CCV Open (Monday - Friday, 09:00 hours to 17.00 hours)
The call is answered with an announcement, followed by Music on Hold for
30 seconds. The caller can optionally leave a callback request or reach the
operator by dialing digits.
INFO: If a call is being processed by a CCV, and an agent of the
associated queue becomes free, the call is forwarded
immediately to the free agent.
Configuring the Sample Scenario
The following actions must be performed for this sample scenario:
•
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Preconfiguration using HiPath 3000 Manager E
–
Configure UCD groups
The Contact Center uses the "Uniform Call Distribution (UCD)" feature of
the HiPath 3000 communication system to distribute calls within a queue.
A UCD group contains agents (subscribers) that belong to a work group
and can be reached at a single phone number (UCD group call number).
Using the UCD group call number, a queue is uniquely assigned to a UCD
group.
In order to set up a UCD group, a hunt group (e.g., with the call number
440) must be first defined. This group must then be assigned a virtual
address number (e.g., #201 for UCD group 1). The hunt group thus
becomes a UCD group that can be called by dialing the call number 440.
–
Configure the fallback solution
For the present example, it is necessary to configure a further UCD group
(fallback UCD group, which is the UCD group 60 in the example) and to
define this UCD group as the call forwarding destination of all configured
UCD groups. If a failure occurs in the Contact Center, all calls will be
routed to the fallback UCD group 60. Agents who are assigned to this
UCD group 60 via UCD agent IDs are automatically logged into this UCD
group if they log in through myAgent. They can thus answer the calls for
all queues.
–
Configure the station numbers to be shown on the display of external
subscribers
For the present example, the Contact Center is to transmit a phone
number for calls with external subscribers and show it on the phone
display of the external party. To do this, a virtual station must be set up,
and the station number to be transmitted must be assigned to it as a DID
number.
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Configuring the Contact Center
–
•
Transfer the settings
The preconfigured settings must be transmitted to HiPath 3000.
The initial transfer of the CDB from HiPath 3000 Manager E to HiPath
3000 is time- consuming, since the database of SQL server is completely
rebuilt by OpenScape Office. For HiPath 3800, the transfer takes about
20 minutes, and for HiPath 3500, about 60 minutes. The other changes to
the settings are transferred to the database of the SQL server faster.
Configuration using OpenScape Office Assistant
–
Configure subscribers as agents
For this example, six subscribers must be configured as agents.
–
Record individual announcements
For this example, various announcements are to be recorded. This
includes an announcement for situations when no agent is available, for
example, or an announcement to inform callers about possible options
(using Process after digits).
–
Load individual announcements
For this example, the recorded announcements are to be loaded into the
communication system.
–
Define schedules
For each time interval within a schedule, rules (Call Control Vectors or
CCVs) can be defined to determine how incoming calls are to be handled
on specific days and at specific times.
For this example, a Timetable schedule is to be defined for the two
queues, Sales and Service. In addition, a second Free Call schedule is to
be defined for the Free Call queue.
For both schedules, the following rules must be defined:
Schedule
Timetable
Free Call
Rule (CCV)
Out of Office (outside
business hours)
The rule is always applied by
default, except at the times for
which exceptions have been
defined (default CCV).
Eight to Nine (before
business hours)
08:00 hours to 08:59 hours
Open (during business
hours)
09:00 hours to 17:00 hours
Lunch Break
12:00 hours to 13:00 hours
Free Call
24 Hours
–
Adding three queues
In this example, one queue is to be configured for the Service Department
and one for Sales. A further queue (Free Call) is to be configured for free
calls.
–
Assign agents to queues
For this example, three agents are to be assigned to the Service queue
and three to the Sales queue.
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Notes on Using the Contact Center
More details on the configuration of all Contact Center functions can be found
under the Configuration Procedure .
Related Topics
12.6.3 Configuration Procedure
This section contains an overview of the actions to be performed when
configuring the Contact Center.
•
Configure UCD groups
The queues of the Contact Center are essentially workgroups that are based
on the UCD groups of the communication system. The UCD groups must be
defined before the actual configuration of the Contact Center.
•
Configure a fallback solution
If the Contact Center is unavailable due to problems (crash, connection down,
etc.) the "Uniform Call Distribution (UCD)" feature of the communication
system is automatically used. This feature thus serves as the fallback solution
for the Contact Center (see Fallback solution ).
•
Configure subscribers as agents
•
Record individual announcements for the Contact Center
•
Load individual announcements for the Contact Center
•
Add schedules
•
Add queues
•
Define target values for the Grade of Service
•
Define the VIP caller priority
•
Edit the VIP call list
•
Define preferred agents
•
Add Contact Center breaks
•
Add wrap-up codes
•
Assigning agents to queues
Related Topics
12.7 Notes on Using the Contact Center
This section contains information about some special aspects and possible
restrictions to be observed when using the Contact Center.
Related Topics
12.7.1 Using the Contact Center in a Communication System with IP Trunks
and Outside Line
The external connections of the Contact Center can be made via both ISDN and
IP telephony. It should be noted that the integration of IP telephony is only
possible through certified Internet Telephony Service Providers (ITSPs). Analog
CO trunks (MSI) are not supported through the Contact Center.
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Notes on Using the Contact Center
Information about the certified Internet Telephony Service Providers can be found
in the expert wiki for telephones, communication systems and Unified
Communications from Siemens Enterprise Communications (http://wiki.siemensenterprise.com).
The following example for OpenScape Office MX describes the operation of the
Contact Center using ISDN This means that only ISDN trunks are used for
external connections of agents.
For a Contact Center with OpenScape Office HX, the settings for the HiPath 3000
communication system (CON groups, CON Matrix) must be made using
HiPath 3000 Manager E.
OpenScape Office MX uses CON groups (traffic restriction groups) to control
which connections between stations (agents) and trunks are allowed or denied.
All stations and CO trunks are assigned to CON group 3000 by default. All
stations (agents) thus have unrestricted access to all trunks (including both
inbound and outbound).
In order to ensure that the agents of the Contact Center only use ISDN trunks for
external connections, the agents, IP trunks and the analog CO trunks must each
be assigned to a separate CON group. The CON matrix can then be used to
prevent connections between the CON group for agents with der CON group for
IP trunks and the CON group for analog CO trunks.
Related Topics
Related Topics
• CON Groups (LX/MX)
12.7.2 Restrictions on Operating the Contact Center
The operation of the Contact Center is subject to certain conditions. In addition,
there are some restrictions on the use of system features by agents.
Conditions for the Operation of the Contact Center
The following conditions for the operation of the Contact Center must be taken
into account:
•
Trunks
The Contact Center does not support analog trunks (MSI). All external
connections of the Contact Center must be made via ISDN or IP telephony. It
should be noted that the integration of IP telephony is only possible through
certified Internet Telephony Service Providers (ITSPs).
•
Networking
In a networked scenario, all agents must be connected to the communication
system in which the Contact Center is configured.
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Notes on Using the Contact Center
•
Agent telephones
Agents can use all system telephones (IP phones (HFA) such as OpenStage
40, for example) and DECT telephones. Note that only the DECT telephones
that are currently released for operation with HiPath Cordless Office may be
used.
It is not possible to use analog, ISDN and SIP telephones here.
Agents are not allowed to be members of a group (Group Call, Hunt Group)
or a MULAP. This restriction also applies to system features used in
combination with MULAPs, i.e., Team Configuration (Team Group),
Executive/Secretary (Top Group) and Mobility Entry.
•
myAgent
myAgent should not be used simultaneously with other UC clients, since
mutual interference with the presence status cannot be excluded (see Notes
on Using myAgent and UC Clients Simultaneously ). During normal operation
of the Contact Center, agents use only myAgent to change their status
(logged in, logged out, available, etc.).
•
Connecting applications via the CSTA interface
It is possible to connect applications via the CSTA interface, provided the
following conditions are met:
–
The application should not produce any significant additional load on the
CSTA interface.
Consequently, the connection of unified communications or call
distribution solutions, CTI power dialers or even CTI solutions with many
intensively used individual CTI clients is not allowed.
–
The application must not control any agent telephones via the CSTA
interface or set up any call forwarding for the agent telephones.
Consequently, the connection of CTI applications for agents, rule
assistants or personal assistants is not allowed.
The connection of HiPath TAPI 120/170 has been basically approved. For the
load of the communication system, the same conditions as for the connection
of other applications via the CSTA interface apply. In connection with the
Contact Center, HiPath TAPI 120/170 should preferably be used to connect
CRM (Customer Relationship Management) or ERP (Enterprise Resource
Planning) systems, provided they support TAPI.
Restrictions on Using System Features
The following system features are not available to agents or are subject to
restrictions. These features are, however, not mandatory for agents, since the
allocation of calls is handled automatically by the Contact Center. The allocation
depends on the set rules and the availability of agents.
•
330
Locked Features
As soon as a subscriber of the communication system is configured as an
agent, the following features are no longer available.
–
Second call
–
Call waiting
–
Intrusion on an agent call (exception: agents with the authorization level
of a Supervisor or Administrator)
–
Group Call
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Notes on the Use of DECT Telephones (HiPath Cordless Office)
–
•
•
Do Not Disturb (for logged in agents)
Features that affect call routing
The following features could potentially change the call routing in the contact
center and should therefore not be executed by agents.
–
Call forwarding
If a logged in agent activates call forwarding, a logout occurs.
Call forwarding is disabled as soon as an agent logs into a queue.
–
Do Not Disturb
If a logged in agent activates Do Not Disturb via a UC client, an automatic
logout occurs.
Do not Disturb is disabled as soon as an agent logs into a queue.
–
Relocate
Relocating a telephone changes the logical assignment of the station
numbers. The new station number assignment is only transmitted after
restarting the Contact Center.
–
Night service
When setting up a night service in the communication system, it must be
ensured that the configurations of the Contact Center-related parameters
(agents, queues, etc.) for the day and night service are identical.
Features that affect reports
Executing the following features from an agent telephone can lead to a
distortion of the information in reports:
–
Call pickup of Contact Center calls by non-agents
–
Call transfers (e.g., via the Direct Station Select (DSS) key) of Contact
Center calls to non-agents
–
Conference
–
Toggle/Connect
–
Parking
INFO: The "Consultation Hold" feature is transparent for the
presentation of Contact Center calls in reports and can be used
by agents, regardless of the consultation destination.
•
Roles and functions not relevant for agents
The following functions are not relevant, since the "Call Waiting" feature (also
called "camp on") is blocked for agents.
–
Attendant Console
–
Hotline destination
Related Topics
12.8 Notes on the Use of DECT Telephones (HiPath Cordless Office)
DECT telephones can be used as phones for contact center agents. However, the
differences in the operating procedure as compared to corded phones must be
taken into account.
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Reports
Prerequisites for the Use of DECT Telephones (HiPath Cordless Office)
•
Only the DECT telephones that are currently released for operation with
HiPath Cordless Office may be used.
•
The area within which the contact center agents move about must provide a
complete wireless coverage.
•
The number of HiPath Cordless Office base stations must be such that
enough B-channels are available for the DECT telephones of the contact
center agents.
•
As far as possible, a contact center agent should not leave the wireless range
while logged into a queue of the contact center.
Differences in the Operating Procedure as Compared to Corded Phones
•
Logging into a queue of the contact center is only possible through myAgent.
•
No messages such as Available or Break, for example, appear in the display
of the DECT telephone.
•
The control of a DECT telephone via myAgent (e.g., via the Telephony bar
or the myAgent Inbound Call screen pop) is not possible.
•
Incoming calls can only be accepted via the DECT telephone.
•
Outbound calls must be initiated via the DECT telephone.
Aspects to be considered when using DECT telephones (HiPath Cordless Office)
•
Search time
For an incoming call, the time required to find the DECT telephone may take
several seconds (at worst up to 20 seconds) before a call is signaled on the
DECT telephone. During the search time, the caller hears the ringing tone.
The contact center evaluates this time as "pickup time". The actual pickup
time by a contact center agent thus consists of the search time and the alert
time (i.e., time until the call is answered).
If a contact center agent leaves the wireless range with his or her DECT
telephone, this may result in longer search times.
•
DECT telephone cannot be found
If a contact center call exceeds the prescribed time for a call to be answered
by the agent (e.g., because the contact center agent is out of range), the
agent is automatically logged out of the queue or queues involved. Logging in
again is only possible through myAgent.
Related Topics
12.9 Reports
Reports are used to determine the current status of the Contact Center and to
analyze the strengths and weaknesses of its associated components. This makes
it possible to optimize the Contact Center configuration, for example, and to thus
use the Contact Center resources more efficiently. The Contact Center provides
users with real-time reports as well as historical reports.
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Reports
Real-time Reports
Real-time reports are continuously updated. They provide important information
such as details on agent utilization, the grade of service, abandon rates and
average processing times. Using these continually updated and filterable caller
lists, the progress of a customer contact can be examined in stages. In addition,
the activities of all agents can be reviewed. This information can be used for
training purposes, for example, and for contact analysis and wrap-up activities.
Agents with the authorization level of a Supervisor or Administrator can be
acoustically and visually informed when definable operating parameters are
exceeded. Appropriate thresholds for each queue can be defined individually.
Historical Reports
By selecting data elements and user-specific report parameters, historical reports
can be set up quickly and retrieved in graphic or tabular form.
Using the myAgent application, more than 20 predefined report templates can be
used for standard reports.
The optionally available myReports application expands the options for creating
historical reports with over 100 predefined report templates. The report
generation can be individually scheduled, and the prepared reports can be
automatically sent at scheduled times in standard export formats to predefined email addresses or stored at a location configured by the myReports administrator.
Experienced users who are familiar with database structures can also use the
BIRT (Business Intelligence and Reporting Tools) RCP Designer integrated in
myReports to edit the predefined report templates and to create new templates.
INFO: Reports based on the call history stored in the
communication system. The maximum retention period for the call
history is 365 days (default setting). An administrator with the
Expert profile can set the retention period for the call history on a
system-wide basis.
Example: The retention period was set to 100 days. This means
that only data that is up to 100 days old can be used for the
preparation of reports.
Data Protection
If the myReports administrator enabled data protection when configuring
myReports, the last four digits of the phone numbers (CLI column) will be
replaced by **** in all relevant reports.
If the subscriber has flagged his or her private number, mobile number, external
number 1 and/or external number 2 as invisible, these phone numbers will not be
displayed in all relevant reports.
Related Topics
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Reports
12.9.1 Predefined Report Templates
myReports provides more than 100 predefined report templates for creating
reports.
These templates are classified by subject area and assigned to the following
report groups:
•
Agent Activity
•
Agents
•
CLI
•
Call History
•
Calls
•
Fax / E-Mail
•
Other
•
Performance
•
Queues
•
User Presence Status
•
Wrap-up Codes
Related Topics
12.9.2 Report Designer
The Report Designer integrated in myReports can be used to design custom
report templates.
The Report Designer is a separately started Open Source application (called the
BIRT RCP Designer) for the professional creation of report templates. BIRT is an
acronym for Business Intelligence and Reporting Tools.
myReports supports the BIRT RCP Designer through
•
the predefined database connection,
•
the integration of report templates used in myReports.
•
a data transfer program for integrating newly created report templates in the
Report Manager.
Related Topics
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Integrated Mobility Solution
13 Mobility
OpenScape Office provides integrated mobility solutions for any business. This
typically includes the integration of mobile phones/smartphones, the usage of
Cordless and WLAN phones, etc., down to Desk Sharing and teleworking.
Mobility includes Mobility on the road, Mobility in the office and Mobility at home.
INFO: Further Mobility functions are offered through unified
communications (see Unified Communications ). For more
information on teleworker connections via a VPN, see Security .
Related Topics
13.1 Integrated Mobility Solution
The mobility solutions integrated in OpenScape Office provide efficient
communication everywhere and with a wide variety of terminals. With myPortal
for Mobile, OpenScape Office HX additionally supports the mobility solutions of
HiPath 3000.
Mobility on the road
Mobility in the office
Mobility at home
ƒ myPortal for Mobile
ƒ Desk Sharing
ƒ CallMe
ƒ Mobility Entry
ƒ HiPath Cordless IP
ƒ Teleworking
ƒ WLAN
Home office
Branch
Regional office
Plant / Storage
Related Topics
Related Topics
• myPortal for Mobile
•
Mobility Entry (MX)
•
IP Mobility / Desk Sharing (LX/MX)
•
CallMe Service
•
Connecting Teleworkers via a VPN
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Mobility
Mobility on the Road
13.2 Mobility on the Road
Mobility on the road is achieved through the integration of mobile phones via
myPortal for Mobile or Mobility Entry. The One Number Service (for
myPortal for Mobile and Mobility Entry) enables a subscriber to be reached
through a single phone number worldwide. Furthermore, with dual-mode
telephony, additional cost savings can be achieved if the subscriber is within
range of a WLAN.
The Mobility Entry client (Mobility client) and myPortal for Mobile are mutually
exclusive, i.e., cannot be used simultaneously on the same mobile phone.
A maximum of 150 (OpenScape Office MX) or 500 (OpenScape Office LX/HX)
mobile phones are supported.
Related Topics
Related Topics
• Mobility at Home (LX/MX)
13.2.1 myPortal for Mobile
myPortal for Mobile integrates mobile phones into the communication system.
This enables subscribers to access unified communications features analogously
to myPortal for Desktop and myPortal for Outlook via the web browser of the
mobile phone. Mobile phones can be integrated into the communication system
with any phone numbers (e.g., the mobile phone number).
With myPortal for Mobile, the mobile phone controls the communication system
via the web browser. myPortal for Mobile sets up a parallel data connection to the
communication system, providing additional unified communications functions
such as the Presence status, directories and journals. myPortal for Mobile can be
used on both pure GSM mobile phones and dual-mode phones. In order to use
myPortal for Mobile, a mobile phone contract with data option (flat rate
recommended) is required.
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Figure: myPortal for Mobile at OpenScape Office LX/MX
PSTN
Voice
Voice
Mobile Network
Data
Smartphone
Data
Internet
Voice
OpenScape Office LX or
OpenScape Office MX
OpenStage Phone
Features of myPortal for Mobile
myPortal for Mobile provides the following features:
•
Directories
•
Favorites List
•
Journal
•
Presence status
•
CallMe service
•
Voicemails
For a description of the unified communications features and myPortal, see
Unified Communications .
CTI Features During a Call
myPortal for Mobile offers the following CTI features:
•
Consultation Hold
•
Toggle/Connect
•
Attendant
•
Conferencing
•
Disconnect
Calling myPortal for Mobile
The mobile subscriber can now access myPortal for Mobile via the web browser
of his or her mobile phone. The URL is http://<IP address of the
communication system>:8801 or https://<IP address of the
communication system>:8802.
After a connection with the communication system has been successfully
established, the login screen with the user name (= internal call number of the
subscriber) and password (= password for myPortal) is displayed in the web
browser.
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Mobility
Mobility on the Road
Dialing Methods of myPortal for Mobile
Mobile phone users can choose between different dialing methods for outbound
calls. The following table shows the possible dialing methods for the OpenScape
Office communication system:
Dialing mode
LX
MX
HX/HiPath 3000
Callback
yes
yes
yes
Call through
yes
yes
yes
SIP
yes
yes
no
Associated dialing,
only for tablet PC
yes
yes
yes, for associated
UP0 and HFA
telephones
no, for associated
SIP phones
GSM
no
no
no
Related Topics
Related Topics
• Integrated Mobility Solution
•
One Number Service (LX/MX)
•
Comparison between myPortal for Mobile and Mobility Entry
•
Dependencies for myPortal for Mobile and Mobility Entry
13.2.1.1 Prerequisites for myPortal for Mobile
In order to use myPortal for Mobile, the mobile phone must be equipped with the
appropriate hardware and software.
The following requirements apply:
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Client
myPortal for Mobile
Technical Data
myPortal for Mobile is optimized for presentation on Apple's
iPhone and can also be used with several other mobile
phones. Depending on which device and operating system is
used, the ease of use or function may be affected. The
following requirements apply:
• Touch screen (recommended for ease of use)
• Display resolution of at least 240 * 320 pixels
• Internet access
• Web browser with JavaScript enabled
• Support for the simultaneous transmission of voice and
data through mobile phones and the mobile network
• 3G data connection, for example, EDGE, UMTS, HSDPA
(recommended for smooth service). GPRS can lead to slow
page rendering.
• Flat rate data plan (recommended for cost reasons), since
data volumes of several 100 MB per month may be
involved, depending on usage.
myPortal for Mobile (for
Tablet PC)
myPortal for Mobile/Tablet PC is optimized for presentation
on Apple's iPad and can also be used with several other
tablet PCs. Depending on which device and operating system
is used, the ease of use or function may be affected. The
following requirements apply:
• Touch screen (recommended for ease of use)
• Display resolution of at least 800 * 480 pixels
Recommended resolution: at least 1024 * 600 pixels
• Internet access
• Web browser with JavaScript enabled
• 3G data connection, for example, EDGE, UMTS, HSDPA
(recommended for smooth service). GPRS can lead to slow
page rendering.
Alternatively: a pure WLAN connection with a SIP client for
telephony.
• Flat rate data plan (recommended for cost reasons), since
data volumes of several 100 MB per month may be
involved, depending on usage.
Depending on which device and operating system is used, the ease of use or
function may be affected.
Operating systems and reference devices
myPortal for Mobile works with numerous mobile phones and tablet PCs and has
been optimized for the following operating systems and reference devices:
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Operating system
Apple iOS
Reference device
• Apple iPhone 3GS
• Apple iPhone 4
• Apple iPad
Android
• HTC Desire
• Motorola Xoom
• HTP Flyer
Symbian
• Nokia N97
• Nokia C7-00
BlackBerry OS
• RIM Torch 9800
Support is only provided if a reported problem with a reference device can be
reproduced.
For more information on other devices, browsers and operating systems, refer to
the Experts wiki at http://wiki.siemens-enterprise.com/wiki/
myPortal_for_Mobile.
Related Topics
13.2.2 Mobility Entry (MX)
Mobility Entry enables mobile phones to be integrated in OpenScape Office MX.
This provides subscribers with access to certain system features via mobile
phones.
Mobility Entry enables subscribers to control voice connections using DTMF after
dialing into OpenScape Office MX.
Figure: Mobility Entry at OpenScape Office MX
PSTN
Voice
+ DTMF
Mobile Network
Mobile Phone
OpenScape Office MX
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Dialing Methods for Mobility Entry
Mobile phone users can choose between different dialing methods for outbound
calls. The following table shows the possible dialing methods for the OpenScape
Office communication system:
Dialing mode
LX
MX
HX/HiPath 3000
Callback
no
yes
yes
Call through
no
yes
yes
If a mobile phone subscriber at the communication system calls a special DID
number with a callback, the call is automatically terminated before the connection
is established, and a callback is executed immediately. After the callback, no
further authorization is necessary. The mobile phone subscriber can conduct
internal and external calls and also use all Mobility features via the
communications system.
The prerequisites for a callback are as follows:
•
The external number of the calling telephone must be registered and
configured at the communication system. If not, the call is disconnected, and
no callback is executed.
•
The direct inward dialing number must be configured.
•
Together with the call, the CLIP information, i.e., the external call number is
transmitted.
Features in a Dormant State
When accessing system features, the following generally applies:
•
Dial the DISA call number
•
Wait for the dial tone
•
Dial the DTMF code
Function
DISA call number
+ DTMF code
Explanation
Dial a number
[station number]
Always include the CO access code
(trunk code) when dialing an external
destination number.
Program/delete call
forwarding
*111+ [station
number] or #11
When programming, enter the phone
number for the call forwarding
destination . Always include the CO
access code (trunk code) when dialing
an external destination number.
Activate/Deactivate Do Not *97 or #97
Disturb
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Do Not Disturb is activated/deactivated
(e.g., after working hours, when on
vacation or for privacy).
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Function
DISA call number
+ DTMF code
Explanation
Send message
*68 + [station
number of internal
station] + [digits 0
... 9]
Enter the phone number of the internal
station and dial a digit for the message.
The info/message text is sent to the
internal subscriber.
Reset all services
#0
The following services are reset:
deleting call forwarding instructions and
active callback requests, deactivating
the do-not-disturb and station number
suppression features.
Activate/Deactivate Station *86 or #86
Number Suppression
(CLIR)
For subsequent calls, the phone
number is suppressed or not
suppressed.
Features in Talk State
Function
DTMF code
Explanation
Consultation hold
[station number Dial the number of the second subscriber.
of second
Always include the CO access code (trunk code)
station]
when dialing an external destination number.
Toggle/Connect
*2
Conferencing
*3
Disconnect and
return to held call
*0
Activate callback
(delete in dormant
state via #0)
*58
Enabling DTMF suffix *53
dialing
Activate the callback ("Callback on Busy" or
"Callback on No Answer"). The callback is
requested after the ringback or busy tone is
played. Acknowledgement is provided by a
positive or negative confirmation tone (no
display).
The next DTMF code is forwarded
"transparently", for example, to control a
voicemail box or to dial into a Meet-Me
conference.
Related Topics
Related Topics
• Integrated Mobility Solution
13.2.3 Comparison between myPortal for Mobile and Mobility Entry
myPortal for Mobile and Mobility Entry (OpenScape Office MX only) support
different features.
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Feature
myPortal for Mobile
Mobility Entry (MX)
General functions
Control of OpenScape Office LX
Control via web browser (OpenScape Office LX
cannot be controlled
using DTMF)
Control of OpenScape Office MX/HX Control via web browser Mobile phone controls
OpenScape Office MX/
HX using DTMF
(OpenScape Office HX
via HiPath 3000)
Mobile phone contract with data
option
Yes (flat rate
recommended)
no
Countries where released
All countries
All countries
The Mobility Client has
only been released in
DE (German), EN
(English) and SV
(Swedish)
Licensing
Included in Comfort Plus Included in Comfort Plus
User license
User license
Parallel call signaling on system
telephone and mobile phone
(twinning)
yes
yes
Transfer of caller number to the
mobile phone (if the network
transmits external phone numbers
as CLIP; CLIP no screening)
yes
yes
One Number Service (if the network yes
transmits external numbers as CLIP,
CLIP no Screening))
yes
Do not Disturb / Disablable call
forwarding
no
yes
Station number suppression,
enablable/disablable
no
yes
Automatic identification of registered yes
stations
yes
Support for virtual stations
yes
yes
Presence status, Journal, voicemail box
Change own presence status
yes
no
View presence status of other
subscribers
yes
no
Journal
All, Missed, Answered,
Inbound, Outbound
no
Common voicemail box
yes
yes
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Feature
myPortal for Mobile
Mobility Entry (MX)
Query voicemail Box
yes
yes
Display received voicemail
Display new, retrieved
and saved voicemails
no
Access to contacts in mobile phone
no
yes
Contacts in the communication
system
Personal contacts,
internal and external
directory, system
directory
no
Favorites
yes
no
Manual dialing
yes
yes
Redialing
yes
no
Dial mode
Call-Through, Callback
Call-Through, Callback
Dial
(only for
OpenScape Office MX,
OpenScape Office HX
via HiPath 3000)
During the call
Consultation Hold
yes
yes
Toggle/Connect
yes
yes
Attendant
yes
yes
Conferencing
yes
yes
Callback on free and busy
no
yes
Call pickup from mobile phone to
system telephone
yes
yes
Busy indicator also for calls at the
mobile phone (with One Number
Service)
yes
yes
Related Topics
Related Topics
• myPortal for Mobile
13.2.4 Dependencies for myPortal for Mobile and Mobility Entry
myPortal for Mobile and Mobility Entry have dependencies on other features
(e.g., DISA).
The Mobility Entry client (Mobility client) and myPortal for Mobile are mutually
exclusive, i.e., cannot be used simultaneously on the same mobile phone.
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Dependency
myPortal for Mobile
Mobility Entry
DISA phone number
For the Mobile Callback
dialing mode, the DISA
phone number must be
configured.
The mobile subscriber may
only dial the DISA phone
number via the
communication system's
ISDN lines (not via ITSP and
not via analog trunks).
External destination phone
number
Dialing external destination phone numbers by the mobile
subscriber is controlled by the system because of the LCR
configuration. Dialing can therefore be performed via the
ISDN fixed network, analog fixed network or via ITSP.
Activate CLIP No Screening You cannot display a caller's number on the mobile station
unless it was supplied unverified by the network provider.
Mobile subscriber CLIP
The CLIP of the mobile subscriber must be transmitted to
the communication system. This must be made available
by the network provider.
LCR Administration
As some network providers (fixed-network or ITSP) do not
accept destination numbers with a separate international
prefix, the system must delete this prefix from these
destination numbers. This can be performed in least cost
routing (LCR).
B channels / External
connections
The number of (network provider) B channels available in
the exchange must be set depending on the connection
duration or the number of mobile stations. Every incoming
external call to a mobile subscriber requires two voice
channels in the system. If there are not enough voice
channels available, it may not be possible to reach a
mobile subscriber, and the mobile subscriber may not be
able to initiate any calls with the One Number Service.
Emergency Numbers
When a mobile user dials an emergency number via the
communication system, the location of his or her mobile
phone cannot be identified. It is therefore advisable to dial
an emergency number directly.
Dialing internal station
numbers
When dialing internal phone numbers in international
format (e.g., 00049xxx100) at the mobile station, the PABX
number of the system must be unique, and thus DIDcapable. Otherwise, internal destinations are routed via
the exchange, which can result in costs.
Directory maintenance
To ensure that the called
party can be reached when
dialing from directories in all
dialing modes, all external
phone numbers should be
entered in canonical format
(e.g., +49 xxx 100).
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Dependency
myPortal for Mobile
Mobility Entry
Firewall
A data channel is set up to the integrated web server of
the communication system.
Consequently, port
forwarding to port 8801 (for
http) and port 8802 (for
https) must be configured in
the firewall.
Data connection
It is advisable to sign a
mobile phone contract with a
flat-rate data plan. Users of
volume rates should disable
the "Auto Refresh" option in
the settings of
myPortal for Mobile.
Parallel connections
For some features, a
simultaneous voice and data
connection is required. This
must be supported by both
the mobile network
providers and the mobile
devices.
Connection setup from the
communication system to
mobile stations via
All feature types
ISDN lines (restricting the
LCR class of service for
mobile stations to the ISDN
fixed network.)
Related Topics
Related Topics
• myPortal for Mobile
13.2.5 One Number Service (LX/MX)
The One Number Service (ONS) effectively makes mobile phones operate as
fixed network extensions. This means that subscribers can be reached under one
phone number world-wide and can identify themselves only by their respective
fixed network numbers.
The mobile phone integration with the One Number Service offers a single phone
number for the workplace (system telephone) and the mobile phone. The caller
dials the system phone's number (fixed network). Outgoing calls from mobile
phones are signaled to the called party with the fixed network number.
Calls can be signaled in parallel (twinning) at the system telephone and mobile
phone and also be picked up alternatively at either the system telephone or the
mobile phone.
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If the call is accepted at the mobile phone, it can be picked up by the system
telephone by pressing the DSS key (direct station select with the internal call
number of the mobile phone). If the call is accepted at the system telephone, it
can be likewise transferred to the mobile phone by pressing the DSS key.
Another advantage of the One Number Service is the system- and network-wide
busy indicator for the mobile subscriber.
Related Topics
Related Topics
• myPortal for Mobile
13.2.6 Dual-Mode Telephony (LX/MX)
Dual-mode mobile phones support both GSM/UMTS networks and WLAN
networks. Registration at the communication system as a SIP station is possible
over a WLAN.
If the dual-mode mobile phone is in the WLAN range, it is automatically called as
a SIP station (SIP features). If it is outside the WLAN range, the dual-mode mobile
phone is called via GSM/UMTS (i.e., Mobility Client functionality is available).
Automatic forwarding to the GSM phone number only works if the associated SIP
station is entered in the system as a Mobility Entry station (mobile phone
integration). This means that if the SIP station is registered, it is called as a SIP
station, and if it is not registered, it is called via the GSM phone number assigned
in the mobile phone integration configuration.
The following SIP features are supported:
•
Making calls
•
Holding
•
Call transfer
•
Display of phone number and name
•
Mailbox LED (Message Waiting Indication)
•
Enabling Call Waiting
Calls on the company premises occur over the WLAN. As long as calls are made
over the WLAN, no call charges are incurred on the mobile phone. Handover and
roaming are supported within the WLAN range (if the wireless LAN infrastructure
is designed for it), but not from WLAN to GSM, and vice versa.
Related Topics
13.2.7 Configuring myPortal for Mobile and Mobility Entry (LX/MX)
myPortal for Mobile and Mobility Entry are configured with the Mobile
Phone Integration wizard. The operating mode of mobile phones that have
already been integrated can be changed in Expert mode.
Using the Mobile Phone Integration wizard, the administrator can:
•
Set up the One Number Service
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•
Set up myPortal for Mobile
•
Set up Mobility Entry
•
Set up dual-mode phones
The mobile phone integration of GSM phones occurs via the virtual stations. The
administrator assigns a mobile station to an internal station, thus creating a group
consisting of the system telephone and the virtual station. Features are
transferred to the mobile station in this way. Every station with a "Comfort Plus
User" license can be assigned a maximum of one mobile station.
Mobile phones can be used as dual-mode phones for either myPortal for Mobile
or Mobility Entry. myPortal for Desktop/Outlook and myPortal for Mobile cannot
be used with GSM only. Please also refer to the released mobile phones in the
respective sale information documents.
Operating Modes of Mobile Phones
The following operating modes are implemented for mobile phones:
•
GSM only
Calls to the internal mobile call number are only signaled at the GSM mobile
phone. If GSM only is set, the associated system telephone can no longer be
called. GSM only can only be configured in Expert mode.
•
Twinning (Default)
Calls are signaled in parallel at the system telephone and the GSM mobile
phone (twinning). The signaling occurs at the system telephone first and at
the mobile phone a few seconds later.
•
Dual Mode
If the dual-mode mobile phone is reachable via the WLAN, the call is
conducted via the WLAN. If the WLAN is not available, the call is made via
GSM.
Saving the Login Data in Mobile Phones
The user name and password of myPortal for Mobile can be stored in the mobile
phones as a cookie in order to facilitate future logins. As an administrator, you can
enable or disable this feature.
Related Topics
13.2.8 Configuring myPortal for Mobile and Mobility Entry (HX/HiPath 3000)
For mobile phone integration, you will need to configure HiPath 3000 using
HiPath 3000 Manager E.
The configuration of the mobile phone integration for HiPath 3000 occurs via the
following steps:
•
LCR configuration
•
MULAP configuration
•
Mobility configuration
Related Topics
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Mobility in the Office (LX/MX)
13.2.9 DISA (MX)
DISA (Direct Inward System Access) allows authorized subscribers to use
features of the communication system from outside, e.g., at the mobile phone
using myPortal for Mobile (for mobile callback) and Mobility Entry.
Using DISA, a subscriber can also set up outgoing connections, both internal and
external. Whenever a subscriber uses DISA, he or she must enter the password
for the lock code. Certain features are then available as for internal use.
INFO: A mobile subscriber may only dial the DISA phone number
via the communication system's ISDN lines (not via ITSP and not
via analog trunks).
DISA supports the following features:
Feature
by the subscriber him/
herself
via associated services
Call forwarding on / off
x
x
Do not disturb on / off
x
x
Hunt group on / off
x
x
Advisory message on/off
x
x
Ringing group on / off
x
x
COS changeover on / off
x
x
Reset services
x
x
System Speed Dialing
x
–
Send message text
x
–
Night service on / off
x
–
The administrator specifies under which call number the stations can access
DISA. The call number may be different for external and internal use. Internal
means at some other "IP-networked" node.
The password to be entered by subscribers consists of the internal call number
and the PIN for the lock code. After entering the password, subscribers must
either press the # key or wait until the communication system has recognized their
input, depending on the security mode that was set for DISA by the administrator.
The subscriber must log in again for further action via DISA.
Related Topics
13.3 Mobility in the Office (LX/MX)
Mobility in the office is achieved via Desk Sharing, Cordless Phones and WLAN
phones. For Desk Sharing, IP Mobility (Mobile Logon and Flex Call) offers
features for mobile users who want to use the phone at a different workplace just
like their own phone.
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Mobility
Mobility in the Office (LX/MX)
Related Topics
13.3.1 IP Mobility / Desk Sharing (LX/MX)
With IP Mobility, multiple subscribers can share a system telephone and thus a
workplace (Desk Sharing). IP mobility is supported through the Mobile Logon and
Flex Call features.
Some of the typical use cases for IP mobility include:
•
Desk Sharing
With Desk Sharing (or Hot Desking), subscribers have no fixed workplace and
no fixed office phone. IP Mobility enables multiple mobile subscribers of the
communication system to share an office workplace and/or the phone. The
subscriber simply logs in at the workplace phone where he or she happens to
be currently working.
•
Teleworking
A subscriber uses the same login ID and password in the office and at home.
When a subscriber logs in from home, his or her system telephone in the
office receives a so-called non-mobile number. Consequently, other
colleagues can use this system telephone.
The following features can be used for IP Mobility:
•
Speaker call (paging)
•
Conference
•
Override
•
Toggle/Connect
•
Parking
•
Consultation
•
Transfer
•
Call pickup
•
Do not disturb
•
Call forwarding
•
Send message (message waiting)
•
Callback
•
Station number suppression
•
Ringing group on
IP Mobility at OpenStage Phones
If an OpenStage device was assigned a number - via its Administration menu that is configured as a mobile number, the following applies:
350
•
This OpenStage device registers at the system with a mobile profile.
•
If a user logs in at another, i.e., a second OpenStage device, the first
OpenStage device is disconnected from the system. However, after one
minute, the second OpenStage device is automatically logged out, and the
first OpenStage device is logged back into the system.
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Mobility in the Office (LX/MX)
The Mobility variants Basic, Data Privacy or Data Mobility can be set for
OpenStage devices. These Mobility variants are described in the OpenStage
User Guide.
Related Topics
Related Topics
• Integrated Mobility Solution
•
Mobility at Home (LX/MX)
13.3.1.1 Mobile Logon (LX/MX)
Mobile Logon enables a system telephone to be temporarily used by other
subscribers as if that phone were their own phones. Mobile Logon enables
multiple subscribers to share a system telephone as thus a workplace (Desk
Sharing).
After the mobile login, the station number of the logged in subscriber is transferred
to the used system telephone. The used system telephone can no longer be
reached under its original station number. If the subscriber logs in at another
system telephone, his or her station number is transferred to that new system
telephone. When the user logs out (Logout), the system phone automatically logs
back on with its own non-mobile number.
One of the following steps must be performed at the system phone to activate the
feature:
•
Enter code for "mobile logon" + number of mobile station + optional password/
PIN (For details on codes, see Codes for Activating and Deactivating
Features (LX/MX) .)
When using phones with different numbers of function keys, the transfer of key
layouts may be subject to restrictions.
INFO: When using Mobile Logon, an additional license (Comfort
User or Comfort Plus User) is required for each mobile phone
number.
Related Topics
13.3.1.2 Flex Call/Mobile PIN (LX/MX)
Flex Call (Mobile PIN) enables a system telephone to be temporarily used by
other subscribers for the next outbound call as if that phone were their own
phones.
Flex Call includes this subscriber's phone number, name, toll restriction, and call
detail recording.
The phone being used cannot be reached at its own station number if Flex call is
enabled. This status is reverted at the end of the call.
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Mobility
Mobility in the Office (LX/MX)
To enable Flex Call, an individual code lock must have been assigned for the
mobile subscriber.
One of the following steps must be performed at the system phone to activate the
feature:
•
OpenStage: Service Menu > PIN and Class of Service > Flex Call + Mobile
phone number + Lock code of mobile subscriber
•
Code for Flex Call + Mobile phone number + Lock code of mobile subscriber
(For codes, see Codes for Activating and Deactivating Features (LX/MX) )
Related Topics
13.3.2 HiPath Cordless IP (LX/MX)
With HiPath Cordless IP, DECT is also available in voice-over-IP infrastructures.
The connection to the communication systems occurs via SIP. This enables
DECT radio cells to complement SIP-enabled voice-over-IP systems perfectly as
a basis for mobile communication solutions.
More information on HiPath Cordless IP can be found in the relevant
documentation.
Related Topics
13.3.3 WLAN Phones and Access Points (LX/MX)
WLAN phones and dual-mode telephones enable mobile communications. These
phones can be integrated in already existing WLAN infrastructures. With WLAN
Access Points, you can build wireless networks and use the same infrastructure
for voice and data services. It is only recommended that only high-performance
WLAN Access Points (e.g., from Enterasys) be used.
Related Topics
13.3.4 WLAN Requirements (LX/MX)
When using a WLAN, it is important to ensure that the basic requirements for
Voice-over-WLAN are satisfied. To implement the wireless portion of the network,
a site survey may need to be conducted.
Decision-making aids:
352
•
Smaller installations with up to three APs can be effectively assessed during
a site visit or by studying the floor plans. It is not generally necessary to
perform a site survey in this scenario.
•
Site surveys should always be performed for installations with more than four
APs. This applies specially to installations extending across multiple buildings
or floors within buildings.
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•
A site survey is required irrespective of the number of APs in scenarios
involving an RF-intensive environment or if you want the solution to operate
alongside preexisting WLAN systems.
INFO: For more information on the LAN telephony requirements,
see LAN Telephony Requirements (LX/MX) .
Related Topics
13.4 Mobility at Home (LX/MX)
Mobility at home is achieved through unified communications features such as
CallMe and Teleworking. Teleworking is supported by IP Mobility (Mobile Logon)
and the connection of teleworkers via a VPN. In addition, mobility at home is
supported by the same features as for mobility on the move (mobile phone
integration and One Number Service).
For a description of the unified communications features, see Unified
Communications .
For a description of IP Mobility, see IP Mobility / Desk Sharing (LX/MX) .
For a description of the connection of teleworkers via a VPN, see Connecting
Teleworkers via a VPN .
Related Topics
Related Topics
• CallMe Service
•
IP Mobility / Desk Sharing (LX/MX)
•
Connecting Teleworkers via a VPN
•
Mobility on the Road
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Security
VPN (Virtual Private Network) (MX)
14 Security
The term security includes not only the security in a data network with secure
access by users (via a VPN and secure administration using SSL) and with
restricted system access (through firewalls, IP and MAC address filtering and a
DMZ), but also the security against unauthorized access at telephones (e.g.,
telephone locks).
Security Checklist
The aspect of secure communications has been taken into account in the default
settings of OpenScape Office MX. During the initial setup, the functions and
settings may need to be adapted to the specific situation of the customer, and
additional provisions may have to be made in the customer environment. In order
to raise the awareness of security risks and to implement suitable measures to
counteract them, a security checklist is provided in the product documentation. It
is urgently recommended that this checklist be discussed with the customer
during the initial setup and that all implemented measures be carefully
documented.
Related Topics
14.1 VPN (Virtual Private Network) (MX)
A virtual private network (VPN) is a PC network used to transport private data in
a public network (such as the Internet). It therefore transfers data securely over
an insecure network. Data is transmitted in encrypted format.
VPN offers you:
354
•
Secure connection via an unprotected medium (Internet)
•
Protection of confidential data against manipulation
•
Secure business processes
•
Reliable integration of external partners in the corporate network
•
Access to corporate information for field service
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Security
VPN (Virtual Private Network) (MX)
Overview of a VPN
OpenScape Office MX
OpenScape Office MX
Internet
VPN Tunnel
ISP
IIS
S
LAN-PC
LAN-PC
ISP
Rules
Teleworker
NCP-Client
Teleworker
XP-Client
To ensure secure communications, VPN works as follows: A tunnel is created
between the communication peers as if one of the stations had called the other
station. In this instance, tunnel configuration is subject to authentication and
authorization. The actual data is transferred following tunnel configuration.
A VPN can be set up between (at least) two computers or networks (tunnel
endpoints).
Two types of networking exist:
•
Site-to-Site VPN
This type of networking performs encryption between two VPN gateways;
data is transferred unencrypted within the LANs.
•
End-to-Site VPN
Remote access VPN (remote access by mobile teleworkers)
System-Specific Information
The VPN parameters are principally administered via the VPN wizard.
Note that the connection to the communication system must be a secure SSL
connection using OpenSwan or OpenSSL.
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Security
VPN (Virtual Private Network) (MX)
Dependencies
Topic
Dependency
DynDNS
If you change an IP address in the VPN, OpenScape Office
MX updates the host-name-specific data (IP address) in
the DynDNS.
DNS
Every VPN partner can resolve the host name/IP address
via the standard DNS protocol. All DNS names (such as
host name) must be fully qualified domain names (FQDN).
Connections via IPSec tunnels are not possible while the
IP address is being updated via DNS.
Related Topics
14.1.1 LAN Requirements for a VPN (MX)
To ensure the quality of the voice and data transmissions, the networks being
used and the communication system must satisfy certain requirements for the
LAN. Due to encryption, in particular, more bandwidth than for other networks
must be planned.
In the following examples and in the tables, the encryption mode "ESP Tunnel
Mode with Authentication" is used as a basis. This mode offers the highest
security for site-to-site VPNs.
Structure of an encrypted voice packet:
Protocol
Bytes
ESP Trailer
12
ESP Padding
varies (y)
encrypted
ESP Padding Header
2
encrypted
Voice Payload
varies (x)
encrypted
RTP
12
encrypted
UDP
8
encrypted
IP (original)
20
encrypted
ESP header
8 + iv
IP (tunnel)
20
802.1Q VLAN Tagging
4
MAC (incl. Preamble, FCS)
26
Total
112 + iv + x + y
Length of the ESP Header
The length of the ESP header depends on the encryption algorithm used.
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Required for Cipher Block Chaining. The ESP header contains an initialization
vector (IV). The length of the IV is identical to the length of the cipher block.
Padding
Padding is required, since the encryption algorithm is based on cipher block
chaining. This means that the entire encrypted portion of the packet (original IP/
UDP/ RTP header + voice payload+ESP header padding) must correspond to an
integral multiple of the cipher block length.
Block length of the encryption algorithm:
Encryption Algorithm
Block length
Length of the initialization vector
AES
16 bytes (128 bit)
16 bytes (128 bit)
3DES
8 bytes (64 bit)
8 bytes (64 bit)
Calculation of the required padding bytes for voice packets:
(42 + x + y) (bytes) = N x (0 or 16 (bytes)) (N integer)
Bandwidth calculation for the AES encryption algorithm:
Codec
Packet
parameters
Sample size
(ms)
Payload
(bytes)
Padding
(Bytes)
Ethernet
Payload /
Ethernet load
packet length
Packet
(incl.) header
(bytes)
overhead ration
(kbps)
G.711
20
20
160
6
294
75%
117.6
G.711
30
30
240
6
372
50%
99.2
G.711
40
40
320
6
454
38%
90.8
G.711
60
60
480
6
614
25%
81.9
G.729A
1
20
20
2
150
600%
60.0
G.729A
2
40
40
6
182
300%
36.4
G.729A
3
60
60
2
198
200%
26.4
Bandwidth calculation for the DES/3DES encryption algorithm:
Codec
Packet
parameters
Sample size
(ms)
Payload
(bytes)
Padding
(Bytes)
Ethernet
Payload /
Ethernet load
packet length
Packet
(incl.) header
(bytes)
overhead ration
(kbps)
G.711
20
20
160
6
286
75%
114.4
G.711
30
30
240
6
366
50%
97.6
G.711
40
40
320
6
446
38%
89.2
G.711
60
60
480
6
606
25%
80.8
G.729A
1
20
20
2
142
600%
56.8
G.729A
2
40
40
14
166
300%
33.2
G.729A
3
60
60
10
182
200%
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Bandwidth calculation for transporting the Fax payload with T.38
The bandwidth calculation for the encrypted transport of the fax payload follows
the same scheme as the encrypted transport of the voice payload. The only
difference is that the Fax payload is directly encapsulated in a UDP frame and not
in an RTP frame, so the RTP header must be removed from the above formulae
for the voice payload.
Encrypted packet length:
(100 + iv + x + y) (bytes)
Calculation of the required number of padding bytes for Fax payload packets:
(30 + x + y) (bytes) = N x (8 or 16 (bytes)) (N integer)
Bandwidth for T.38 Fax (Redundancy 2)
Encryption
Algorithm
Sample size
(ms)
Payload y
(bytes)
Padding x
(bytes)
Ethernet
Payload packet
packet length
(overhead in
(bytes)
percent)
Ethernet load
(incl.) header
(kbps)
DES / 3DES
30
169
1
278
64%
74.1
AES
30
169
9
294
74%
78.3
Related Topics
14.1.2 Connecting Teleworkers via a VPN
Teleworkers can be connected to the OpenScape Office MX via a secure VPN
connection.
Stand-alone System with Integration of Teleworkers via a VPN
ISP
IIS
S
Internet
et
et
LAN-PC
OpenScape
Office MX
VPN Tunnel
ISP
Teleworker
OpenScape Office MX provides integrated VPN functionality (configured using
OpenScape Office Assistant). A maximum of 10 teleworker workplaces can be
connected via a VPN per OpenScape Office MX. The following VPN clients have
been released for OpenScape Office MX: Microsoft Windows XP client, NCP
client, Shrew Soft client.
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The following import and export options are available to transfer teleworkers from
one communication system to another:
•
Exporting Teleworker Data from the System
–
You can combine all teleworker data (that is saved on your system) for
transfer to another system. Teleworker data refers here to all data for
configuring the IPSec client on the teleworker PC.
–
The teleworker data is made available in the form of text files: for
Windows XP clients, in the form of .bat files, for the NCP client as .ini files
and for the ShrewSoft client as .vpn files.
INFO: Diacritical characters such as umlauts or accents are not
handled in this file. Blanks are replaced by underscores.
Status Indicator of the VPN Wizard
In all overviews of the VPN wizard, a status indicator appears in the last column
of the list. If the VPN is not active, a red bar is displayed; if it is active, a green
check mark appears.
VPN with OpenScape Office LX
With OpenScape Office LX, the VPN is terminated via an external router. The
description of external applications is not part of this documentation.
Related Topics
14.1.3 Networking Communication Systems via a VPN (MX)
Multiple OpenScape Office MX systems can be securely networked with one
another via a VPN.
Networking via VPN
OpenScape
Office MX
ISP
Internet
OpenScape
Office MX
VPN Tunnel
LAN-PC
LAN-PC
You can optionally configure the networking of multiple systems on one
communication system and then export that configuration and import it on all
other systems.
The distinction between the own system and the local systems occurs through the
detection of the own DynDNS name or (when using fixed IP addresses) through
the own Internet address.
•
Export Topology Data from System
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–
•
You can combine all the data about the setup of your system and prepare
it for export to another system.
Importing Topology Data into a System
–
You can import all the data about the setup of some other system as a file
and use it for your own system.
The key (password) for these import and export options is freely selectable and
should be provided to any other administrator who may want to import these
settings.
Status Indicator of the VPN Wizard
In all overviews of the VPN wizard, a status indicator appears in the last column
of the list. If the VPN is not active, a red bar is displayed; if it is active, a green
check mark appears.
Related Topics
14.1.4 VPN - Security Mechanisms (MX)
In VPN, the encryption of data occurs via different security mechanisms such as
IPSec tunneling, Security Associations and authentication methods (peer-topeer, digital signatures).
IPSec Tunnels
IPSec is used to encrypt data and can generally be implemented with and without
tunnels. IPSec is an option for implementing VPN. You can encrypt the entire IP
packet here with the IP header: this occurs in tunnel mode.
Tunnels must always be configured for both VPN peers.
IPSec supports the automatic key management system, Internet Key Exchange
(IKE). This is a standard that is integrated in IPSec.
Security Associations SA
A security association (SA) is an agreement between two communicating units in
computer networks. It describes how the two parties will use security services to
communicate securely with each other.
VPN connections always require three security associations (SA), negotiated in
two phases:
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•
Phase 1 - Generating the IKE SA
One for the initial mutual authentication and for exchanging the session keys
(IKE-SA)
•
Phase 2 - Negotiating the payload SAs
One for each direction in the connection for payload traffic once established
(payload SAs)
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IKE SA
The IKE protocol has essentially two different tasks. Start by creating a protocol
used exclusively by the IKE protocol (IKE-SA). The existing IKE-SA is then used
for secure negotiation of all further SAs (payload SA) for the transmission of
payload data. IKE therefore operates in the two consecutive phases:
When setting up a call between VPN partners, various parameters must be
negotiated (such as how often a key is regenerated or which encryption
procedures are used). These parameters are stored and administered in IKE
SAs.
Payload SA
IKE phase 2 is used to negotiate all security parameters for the payload SAs
between the VPN partners.
You always have to configure two SAs for transmission and receipt.
The following steps are essentially performed:
•
Negotiating the algorithms for encryption and authentication
•
Negotiating the security protocols used (ESP and AH)
•
Negotiating the security protocol operating mode
•
Negotiating the SA lifetime
•
Defining the key material
Authentication
Peer-to-peer communication in VPN. The following two types of authentication
are possible for VPN peers:
•
Pre-shared keys
Pre-shared keys are also mostly used for VPN. A key pair is configured for
both VPN partners for this. These keys form a "hash value" which is verified
by the relevant partners for authentication purposes.
•
Digital signatures
Every VPN partner is assigned a certificate. For successful authentication,
the VPN peers at both tunnel endpoints must check the digital signature of
their peer against a trusted CA.
System-Specific Information
The VPN parameters are generally administered for OpenScape Office MX via
the wizard.
Note that the administrator connection to OpenScape Office MX must run via a
secure connection with SSL.
•
Security Associations SA
OpenScape Office MX supports Oakley groups 1, 2, and 5
•
IPSec
OpenScape Office MX uses the IPSec tunnel mode with ESP (Encapsulating
Security Payload). ESP is an IPsec protocol that guarantees packet
encryption, packet integrity as well as packet authenticity
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•
Payload SA
OpenScape Office MX supports the encryption algorithms DES, 3DES, and
AES
Of all the known groups of MAC algorithms (MAC=Message Authentication
Code) for authenticating data origin and data integrity, OpenScape Office MX
supports HMAC-SHA1 and HMAC-MD5.
•
Recommended operating modes
–
IKE in "Main Mode" with Perfect Forward Secrecy
–
Hash function with SHA-1
–
Authentication with certificates (RSA)
–
Encryption with AES (up to 256 bits)
–
Support for dynamic public IP addresses via virtual IP addresses or
DynDNS updating mechanisms for teleworker PCs
Dependencies
Topic
Dependency
DynDNS
If you change an IP address in the VPN, OpenScape Office
MX updates the host-name-specific data (IP address) in
the DynDNS.
DNS
Every VPN partner can resolve the host name/IP address
via the standard DNS protocol. All DNS names (such as
host name) must be fully qualified domain names (FQDN).
Connections via IPSec tunnels are not possible while the
IP address is being updated via DNS.
Related Topics
14.1.5 VPN - Certificates (MX)
A certificate binds a specific public key to a specific VPN client. In this case, the
client can be both a client of OpenScape Office MX and a teleworker. This unique
combination of public key and VPN client provides the basis for authentication.
Certificates and certificate authority
Certificates are digitally signed and generated by a certificate authority (CA).
IPSec accepts a certificate if it is issued by a trusted certificate authority.
In a simple VPN environment, the definition of an individual certificate authority
may be sufficient; this CA operates as a trusted master certificate authority for the
entire VPN and uses its self-signed CA certification for identification at all VPN
clients.
Every VPN client needs one of the certificates issued by this CA.
Certificates based on the X.509 standard (the most widely used standard today)
include the following main elements:
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•
information about the identity of the certificate owner
•
the public key of the certificate owner,
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information about the CA that signed the certificate (a serial number, the
validity period, information about the identity of the CA, and the digital
signature of the CA)
Lightweight CA
A Lightweight CA function helps with certification in environments where the
customer is not already using a PKI. A Lightweight CA offers the following options:
•
creating public/private key pairs
•
signing and generating corresponding certificates
•
saving key pairs with associated certificates in files
In cryptographic terms, a PKI (public key infrastructure) is a system for
generating, distributing, and verifying digital certificates.
Certificate revocation lists (CRL)
A critical situation occurs when a certificate has become known (or if this is
suspected), and this certificate is hence no longer trustworthy for the peer
authentication. In this case, the certificate authority must revoke the certificate
and the revocation must be signaled to all peers as soon as possible. A remote
peer's attempt to authenticate its identity using a revoked certificate is denied.
Basically, a CRL is a list of all revoked certificates. CRLs always have to be
generated by the CA where the certificates originate.
A CRL contains the following main elements:
•
a list of all revoked certificates; the certificates are identified by serial numbers
•
the publication date for the next CRL updated (specifies the time to live for the
CRL)
•
information about the CA that generated the certificate (information on the
identity of the CA and the digital signature of the CA)
The administrator must manually update and distribute the CRLs at regular
intervals.
System-Specific Information
Authentication is performed on the basis of cryptographic algorithms with public
keys. OpenScape Office MX supports RSA as the algorithm for cryptography with
public keys. OpenScape Office only supports certificates that correspond to the
X.509 standard.
OpenScape Office MX always operates as a VPN client for authentication.
•
Lightweight CA
OpenScape Office MX offers restricted CA functionality (Lightweight CA). The
administrator provides the key material for OpenScape Office MX by manually
importing private/public key pairs and certificates via the SSL-secured
administration connection for all communication partners involved
•
CRL
In OpenScape Office, CRLs (certificate revocation lists) are used to revoke
certificates. The CRL is imported into OpenScape Office by the administrator
via an SSL-protected connection.
Related Topics
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14.1.6 VPN - Clients (MX)
In order to connect teleworkers securely to a company network, the connection is
implemented using a VPN. This is done by configuring the teleworker PCs as
NCP clients or via the Microsoft Windows XP client software.
NCP Client
NCP clients can be used in any VPN environments with IPSec. This is significant
if access is required from a remote PC to VPN gateways of different
manufacturers or if a central VPN gateway from a third-party vendor is already
installed in the company network. In the case of a branch office network, the NCP
Secure Enterprise Gateway can be used with other VPN gateways on the basis
of IPSec connections.
The NCP client is not free, but in contrast to the Microsoft client software, it offers
the benefits of a graphical user interface and a status indicator for the connection.
Microsoft Windows XP Client
The built-in client software of Microsoft Windows XP can also be used to securely
connect individual teleworker PCs via the Internet. The client software is included
in Windows XP, so no additional costs for software are involved.
All data transmitted between the firewall, the VPN server and the clients is
encrypted.
Shrew Soft VPN Client
The Shrew Soft VPN Client is an open source and free VPN client with a graphical
user interface that supports version 2.1.5 and hybrid authentication.
The Shrew Soft VPN client includes, among other things, ISAKMP, Xauth and
RSA support, AES, Blowfish and 3DES encryption protocols, and numerous other
features that are usually found only in professional solutions.
System-Specific Information
•
LAN infrastructure with multiple subnets
If VPN is to be used for a LAN infrastructure with multiple subnets, it is
necessary to create rules for these subnets. These rules cannot be created
via wizards, but must be configured in Expert mode.
•
Tunnel in Tunnel
With OpenScape Office MX, it is not possible create a second VPN tunnel
through an already existing VPN tunnel.
Related Topics
14.1.6.1 NCP Client Settings (MX)
To configure an NCP client for a VPN connection to OpenScape Office MX, you
will need to make the following settings as an administrator:
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NOTICE: If you are working with the VPN wizard, the required
configuration file "ncp_vpn.ini" will be created and exported
automatically.
Basic Settings
•
Profile name
freely selectable; use of meaningful names recommended
•
Connection type
VPN to IPSec peer
•
Connection medium
In accordance with the Internet connection used
e.g., LAN (over IP) or xDSL (PPPoE)
Dialing into network
No configuration required.
HTTP Login
No configuration required.
Modem
No configuration required.
Line Management
•
Call setup
automatic or manual
Timeout = 0
INFO: This ensures the connection is not cleared due to idle time!
•
Prioritizing Voice over IP (VoIP)
Set check mark
•
EAP Authentication
No configuration required
•
HTTP authentication
No configuration required
IPSec Settings
•
Gateway = IP address or DNS name of OpenScape Office MX
OpenScape Office MX can be reached via the Internet under this IP address
or DNS name
Designation in the VPN wizard: IP Address/DynDNS Name
•
IKE Policy = Unattended Mode
•
IPSec Policy = Unattended Mode
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Exchange Mode = Main Mode
•
PFS Group = DH Group 2 (1024 bits)
•
Validity / Duration
•
–
IKE Policy: 000:00:07:00 (7 minutes)
–
IPSec Policy: 000:00:08:00 (8 minutes)
Editor
No configuration required
Advanced IPSec Options
No configuration required
Identity
•
Type = IP address
ID = IP address of the teleworker PC (see also: Assigning IP addresses)
Use Pre-shared key
Set check mark
Shared Secret = This is the password for the VPN connection
Designation in the VPN wizard: PreShared Secret
•
Extended Authentication (XAUTH)
not used, no configuration required
IP address assignment
•
Assign IP address manually
IP address = IP address of the teleworker PC
Designation in the VPN wizard: IP Address/DynDNS Name
•
DNS / WINS
Set check mark
•
DNS server = IP address of the OpenScape Office MX
Designation in the VPN wizard: Local IP Subnet Address (LAN)
VPN - IP Networks
No configuration required.
Certificate check
No configuration required
Link Firewall
•
Activate Stateful Inspection:
for existing connection
•
Allow only communication in the tunnel:
Set check mark
Related Topics
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14.1.6.2 Microsoft Windows XP Client Settings (MX)
In order to configure the Microsoft Windows XP client software for a VPN
connection to OpenScape Office MX, you will need to make some special settings
as an administrator.
Prerequisites
•
Microsoft Windows XP with SP2 (or later)
•
PC account with administrator rights
•
Install the Windows XP, Service Pack 2 support tools
You will need Ipseccmd.exe to manage and monitor IPSec policies on a
Windows XP computer.
It is important that you select a complete installation!
•
Connection into the Internet via
–
DSL modem or
–
DSL router
VPN Connection Data
•
•
VPN data
–
IP address / DNS name of OpenScape Office MX
–
PreShared Secret of the VPN connection
–
locale IP subnet address (LAN)
IP address / DNS name of the Microsoft Windows PC
Configuring the VPN Connection
It is recommended that you create two batch files to simplify enabling and
disabling the VPN connection.
NOTICE: If you are using the VPN Wizard, the required
configuration files "win_vpn_start.bat" and "win_vpn_stop.bat"
are created and exported automatically.
•
config_start.bat
ipseccmd -w REG -p "PolicyName" -y
ipseccmd -w REG -p "PolicyName" -r "RuleOut" -t TunnelAddrRemote -f
0=*-n
ESP(MD5,3DES)420PFS2 -a PRESHARE:"preshared key" -1p -1k 480S
ipseccmd -w REG -p "PolicyName" -r "Rulein" -t TunnelAddrLocal -f * =0 -n
ESP(MD5,3DES)420SPFS2 -a PRESHARE:"preshared key" -1p -k 480S
ipseccmd -w REG -p "PolicyName" -x
•
stop_vpn.bat
ipseccmd -w REG -p "PolicyName" -y
Parameters
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-p PolicyName
Unique name of the policy
The name of the teleworker, as stored in the VPN wizard, could be used here,
for example.
•
-t TunnelAddrRemote
Tunnel endpoint: IP address or DNS name of OpenScape Office MX
OpenScape Office MX can be reached via the Internet under this IP address
or DNS name.
Designation in the VPN wizard: IP Address/DynDNS Name
•
-t TunnelAddrLocal
Tunnel endpoint: IP address or DNS name of the teleworker PC
The teleworker PC can be reached via the Internet under this IP address or
DNS name.
Designation in the VPN wizard: IP Address/DynDNS Name
INFO: If the teleworker PC connects to the Internet via a DSL
modem and has a dynamic IP address assignment from the ISP,
then TunnelAddrLocal must be a DNS name. To do this, the
appropriate software for updating the IP address must be
installed, and a DynDNS service (e.g., via dyndns.org) must be
set up.
If the teleworker connects to the Internet via a DSL router, then
TunnelAddrLocal is an IP address. The IP address depends on
the configuration of the DSL router.
•
-a PRESHARE: preshared key
This is the password for the VPN connection
Designation in the VPN wizard: PreShared Secret
Configuring Internet Access
If the teleworker is to be provided with Internet access during the VPN connection,
then an additional DNS server must be entered manually on the teleworker PC or
DSL router.
The IP address of OpenScape Office MX (Designation in the VPN wizard: Local
IP Subnet Address (LAN)) must be entered as the additional DNS server.
•
368
DSL modem
The automatic assignment of the DNS server address must be replaced by a
manual assignment (Properties the TCP/IP Internet Protocol).
–
DNS server address: DNS server of the ISP (Provider)
–
DNS server address: IP address of OpenScape Office MX
Designation in the VPN wizard: Local IP Subnet Address (LAN)
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DSL router
Configuring the Second DNS Server Address in the Router
INFO: If this is not possible, then the automatic assignment of the
DNS server address must be replaced by a manual assignment
(Properties the TCP/IP Internet Protocol).
–
DNS server address: IP address of the router
–
DNS server address: IP address of OpenScape Office MX
Designation in the VPN wizard: Local IP Subnet Address (LAN)
Setting up the VPN Connection
•
Set up connection to the Internet
•
Call config_start.bat (or win_vpn_start.bat)
•
Start applications
Clearing the VPN connection
•
Call stop_vpn.bat (or win_vpn_stop.bat)
Notes
•
If a parameter contains blanks, the parameter must be enclosed within single
quotes.
•
The parameter and parameter data must be delimited by a blank.
(e.g., -p Teleworker)
•
Every ipseccmd must be in a separate line. The line breaks in the examples
are due to printing restrictions.
•
ipseccmd /? can be used to view the complete help for the command
Related Topics
14.1.7 VPN Services (MX)
You can manage services via the Configured Services function. Configured
services become active services only on activation.
Related Topics
14.1.8 VPN - Tunnel (MX)
Tunnel is the term used to describe the transportation of encrypted data packets
to a defined endpoint. Active tunnels become configured tunnels when the
configuration is enabled. A maximum of 256 tunnels can be set up per gateway.
Related Topics
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14.1.9 VPN - Rules (MX)
Rules define how IP packets are to be handled. The rule action Pass means that
the IP packet is to be transported further (passed through). The rule action Deny
means that the IP packet will not be transported further (i.e., will be ignored). You
can also select whether or not the IP packet will use an encrypted VPN tunnel.
The communication system can manage 640 rules, of which 6 rules are preset
(default rules) and 634 are free for allocation.
Related Topics
14.1.10 PKI Server (MX)
The PKI server designates a server that can issue, distribute and verify digital
certificates. The certificates issued within a PKI (Public Key Infrastructure) are
used to protect communications.
When using certificates (digital signatures), an attempt is made to download the
CRL via the PKI URL configured by the PKI server.
Related Topics
14.1.11 Upgrading a VPN Configuration from V3.2 to V3.3 (MX)
A complete migration of the VPN configuration of OpenScape Office V3.2 to
OpenScape Office V3.3 is not possible due to the structure of OpenSSL and
OpenSwan.
Differences Between V3.3 and V3.2 with Respect to VPN Clients:
•
Certificates that were created with Safenet LWCA cannot be used with
OpenSSL.
This is due to the fact that various fields that were not evaluated by Safenet
such as the "Subject Alternative Name", for example, are mandatory fields for
OpenSSL.
•
The length of the pre-shared keys in OpenSwan must be 20 characters (or
more).
•
Different scheme for VPN rules
•
Different configuration parameters for teleworkers
For OpenSSL, the Gateway LAN network address must be configured in the
Teleworker client software.
Related Topics
14.2 Firewall
(LX/MX)
A firewall is a system of software and hardware components that restricts access
to different networks in order to implement a security concept.
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Firewalls are installed at the interfaces between individual networks and control
the data flow between the sub-segments to prevent unwanted data traffic and only
allow the desired traffic. Firewall are most frequently used to control traffic
between a local network (LAN) and the Internet.
Accordingly, the firewall has two essential tasks:
•
Suppressing unwanted data traffic from external PC systems to the protected
area
•
Suppressing unwanted data traffic from the protected area to external
systems
In comparison to a straightforward IP address filter, the protection offered by a
firewall is achieved through finer-grained access control, for example, by filtering
protocols, port numbers, and names.
System-Specific Information
OpenScape Office protects your internetwork through integrated security
functions. Different functionality is offered by OpenScape Office LX and
OpenScape Office MX for this purpose.
OpenScape Office LX provides the following features:
•
Port firewall
OpenScape Office MX provides the following features:
•
Port firewall
•
NAT (Network Address Translation) on the WAN port
•
Expression filter (web filter)
•
Intrusion Detection System (IDS)
•
MAC and IP address filtering
Related Topics
14.2.1 Ports and Services (LX/MX)
Ports and/or services are mandatory for communication via the protocols TCP
and UDP because they allow multiple applications to exchange data
simultaneously over a single connection. Ports are also used to assign data
segments to the correct services.
The term firewall is generally understood as a port firewall (i.e., the blocking of
individual services, or ports). The port firewall refers only to the WAN port of
OpenScape Office MX, if the communication system provides Internet access.
With OpenScape Office LX, a port firewall can be enabled on any (or every) LAN
connection. OpenScape Office MX has additional access restrictions such as the
MAC and IP address filter, for example.
A port firewall can have two operating states:
•
The firewall is turned off, i.e., all ports/services on OpenScape Office LX and
OpenScape Office MX are accessible.
•
The firewall is turned on, i.e., all connections to all ports/services are stopped.
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Firewall (LX/MX)
With OpenScape Office MX, the firewall on the WAN port is enabled in order to
protect the internal network (LAN ports) against attacks from the Internet. If
certain ports/services need to be accessible from the Internet anyhow (e.g., for a
web server), they must be explicitly released (see Opening Ports). All ports/
services for the functionality of OpenScape Office MX are automatically released
on the LAN port (into the internal network).
OpenScape Office LX has only one LAN port (into the internal customer network)
and is protected from the Internet by other components/routers in the customer
network. In addition, the internal Linux firewall is enabled. To provide the required
functionality, all ports/services must be enabled (to allow the phones to
communicate with OpenScape Office LX, for example). This is done
automatically, but the administrator can disable individual services
Port Numbers
Port numbers can accept values between 0 and 65535 which is how they are
assigned to the different applications. The ports between 0 and 1023 are referred
to as 'well-known ports' and are permanently assigned by the IANA (Internet
Assigned Numbers Authority). A list of these ports can be found under http://
www.iana.org/assignments/port-numbers.
'Registered ports' lie between ports 1024 and 49151. Application vendors can
have ports registered as required for their proprietary protocols. The advantage
of this kind of registration is that an application can be identified on the basis of
the port number as soon as it is entered in the IANA.
The remaining ports from 49152 through 65535 are known as 'dynamic' or 'private
ports'. These can be set variably because they are not registered and therefore
do not belong to an application.
Disabling specific ports in the communication system's firewall reduces the
number of network attack points and blocks unwanted services (such as FTP at
ports 20 and 21). You can also do the opposite and block all ports apart from
those that are actually needed. This procedure significantly improves network
security.
Related Topics
14.2.1.1 Port Administration and Port Forwarding (MX)
Port administration can be used to change some of the ports used by the
communication system itself. This makes it easier to control the communication
between OpenScape Office MX and the firewall of the customer in a network, for
example.
If changes are to be made at the port administration, these changes must
generally be made in all components (phones, systems, etc.) simultaneously in
order to retain functionality.
Related Topics
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Firewall
Security
(LX/MX)
14.2.1.2 Opening Ports (MX)
In contrast to port administration, opening ports has a different significance: if the
system sets up the Internet access (e.g., via the WAN port), then, by default, the
only communication allowed is from within the internal network (i.e., from the
corporate network or the communication system itself) to the Internet and the
associated response packets. Requests initiated from the Internet are blocked.
This security setting can be bypassed by opening the port selectively to operate
a Web server on the network, for example.
NOTICE: If OpenScape Office is used as an Internet router, port
5060 must be closed (default setting). For Internet telephony via
an ITSP, OpenScape Office opens the relevant ports and keeps
them open.
Port 5060 must likewise be closed If an external router or firewall
is being used. OpenScape Office is responsible for opening this
port (if required).
Related Topics
14.2.2 URL Blocker (MX)
A URL blocker can be used to restrict the access to the Internet. The URL filter
list contains the web sites which are to be blocked by the OpenScape Office MX.
You can load a preset URL filter list from the communication system and edit it
with a text editor of your choice. You can then copy the edited URL filter list back
to the communication system.
The URL blocker can operate in two different modes, the transparent and proxy
mode and the proxy mode.
Transparent and Proxy Mode
Transparent and proxy mode means that no settings must be made in the web
browsers on the client PCs. All http packets (to TCP port: 80) are filtered by the
URL blocker. Disadvantage: If a web server that should be blocked is running on
some other TCP port than 80, it will bypass the URL blocker.
Proxy Mode
Proxy mode means that OpenScape Office MX must be entered as the proxy
server under the proxy settings of the web browser on the client PC. To do this,
the IP address of OpenScape Office MX must be entered and, in addition, 3128
must be specified as the destination port.
If the customer network has its own proxy server, the proxy server of OpenScape
Office MX should be disabled.
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Firewall (LX/MX)
Log File
As an administrator, you can have a log file created by the communication
system. This log file contains all pages that were called by users and blocked by
URL filters.
Related Topics
14.2.3 Expression Filter (Web Filter) (MX)
An expression filter (web filter) is used to restrict access to the Internet by
systematically searching through web contents. If an Internet page contains an
expression (word or combination of words) that is registered in a predefined
expression list, this page will be blocked by the system.
The expression list is interpreted by the URL Blocker as a list of regular
expressions. In other words, it is possible to define not only individual keywords,
but also combinations of words.
You can load a preset expression filter list from the communication system and
edit it with any text editor of your choice. You can then copy the edited expression
filter list back to the communication system.
Related Topics
14.2.4 Intrusion Detection System (IDS) (MX)
An Intrusion Detection System (IDS) is a service (hardware and/or software) for
detecting attacks on a PC system or a PC network. The IDS primarily serves
systems that are connected to the Internet. When deployed correctly, the IDS and
firewall complement one another and thus increase the security of networks.
There are basically two procedures for intrusion detection: comparison against
known attack signatures and what is known as statistical analysis. Most IDSs
operate with filters and signatures that describe specific attack patterns. The
disadvantage of this procedure is that only known attacks are recognized.
The entire process is split into three steps. Intrusions are detected by sensors that
collect log data (HIDS) or network traffic data (NIDS). In the course of sample
recognition, the IDS verifies and processes the collected data and compares it
with examples from the sample database. An "intrusion alert" is triggered if an
event matches one of the patterns. This alert can take various different forms. It
may be just an e-mail or text message that is delivered to the administrator or,
depending on the functional scope, it may block or isolate the would-be intruder.
NOTICE: OpenScape Office MX is shipped with IDS disabled.
IDS should only be activated if there are grounds for suspicion,
since the complex processes involved take a toll on performance.
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MAC and IP Address Filtering (MX)
System-Specific Information
OpenScape Office MX uses the IDS of BASE (Base Analysis and Security
Engine). The related online helps can be found in Expert mode under Telephony
Server / Intrusion Detection.
The IDs can be turned on or off by an administrator using the Firewall / Intrusion
Detection System wizard.
Related Topics
14.2.5 Services Administration (LX)
The Linux-internal firewall is enabled by default, which prevents access to
OpenScape Office LX by "outsiders". OpenScape Office LX does, however, also
provide services (e.g., the telephony service) that require open ports (services).
After the installation of OpenScape Office LX, these required ports/services must
therefore be opened in the firewall.
NOTICE: Note that the blocking of services that are used by
OpenScape Office LX can lead to a degradation and/or failure in
the functionality of OpenScape Office LX.
Related Topics
14.3 MAC and IP Address Filtering (MX)
MAC and IP address filtering protect OpenScape Office MX against unauthorized
access.
Only PCs with IP addresses that are released in combination with the relevant
unique MAC address via this security function are granted access authorization.
If the IP and MAC addresses do not match those of the specified combination,
access is denied
When IP address filtering is active, access via an unprotected network is
restricted for the IP addresses released.
System-Specific Information
OpenScape Office MX has only a single IP address in the corporate network
(customer network). Consequently, even with multiple components, OpenScape
Office MX behaves like a single system
You can configure additional addresses internally and at other interfaces
(accessed via the corporate network; DMZ and WAN).
Related Topics
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Secure Administration (MX)
14.4 Secure Administration (MX)
The Secure Socket Layer SSL and the Admin Log provide for secure
administration of OpenScape Office MX. SSL authorizes transmission channels
using certificates, and the Admin Log enables all changes made at the
communication system to be tracked.
Related Topics
14.4.1 SSL (Secure Socket Layer) (MX)
SSL (Secure Sockets Layer) enables the secure administration of OpenScape
Office MX. The data cannot be read or manipulated from unauthorized locations.
Transfer paths are authenticated by means of certificates. You can generate and
administer certificates.
SSL supports the following security services:
•
Authenticity (the communication partner is who he says he is)
•
Trustworthiness (the data cannot be read by a third party)
•
Integrity (the data was received in the same condition as it was sent)
These security services demand prior agreement on the security mechanism
used and the exchange of cryptographic keys. These two tasks are performed in
the course of connection setup.
SSL uses certificates and keys to guarantee secure data transmission.
CRL (Certificate Revocation List)
Certificate Revocation Lists (CRL) are files containing a list of blocked certificates,
their serial number, and their blocking data. A CRL list also contains the name of
the party who issued the certificate revocation list and the next authentication
time.
CDP (Certificate Distribution Point)
The CRL Distribution Point is the directory (location) where the current versions
of the CRLs are located (for example, http://sectestcal.microsoft.com/ErtEnvoll/
SecTestCAL.crl).
System-Specific Information
Client/server communication in SSL-based administration.
The server uses the certificates generated or imported by the SSL function for
authentication at the client. Such certificates can be imported into the browser as
trusted certificates to avoid warning messages in the browser when connecting to
the SSL server.
Related Topics
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Security
Security at the Phone
14.4.2 Admin Log (MX)
The Admin log enables you to track what changes were made to the OpenScape
Office MX communication system and by whom and when.
Related Topics
14.5 Security at the Phone
Security at the phone is enabled via a system telephone lock (with which the
administrator block various functions) and by individual telephone locks (with
which users can lock their phones).
Related Topics
14.5.1 Central Lock Code, COS Changeover (LX/MX)
The central lock code enables an authorized subscriber to set an extensive lock
on most of the phone functions for all stations. Only the following features are still
available: internal calls, system speed dialing and conference with internal
subscribers. This lock code can be deactivated by the locked subscribers
themselves or by the attendant console.
You do not need the PIN for the phone where you want to activate or deactivate
the lock code.
System-Specific Information
If the lock code is active, class of service (COS) 1, i.e., outward restricted trunk
access, applies by default.
The authorized station is the "first" IP station.
Related Topics
14.5.2 Individual Lock Code (Locking the Phone) (LX/MX)
If the individual telephone lock is set for a phone, external calls cannot be
conducted from that phone, and the user settings cannot be modified.
Emergency numbers can be dialed even if the phone is locked.
You can still conduct internal calls.
Incoming calls can be redirected to internal subscribers.
A locked telephone only supports features that do not require external dialing.
The System Speed Dialing feature is the exception to this rule.
To remind subscribers that the station is locked, the phone receives a steady tone
(special dial tone). In addition, on phones equipped with a display, the message
"Unlock Phone" appears.
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Security
Signaling and Payload Encryption (SPE) (LX/MX)
System-Specific Information
Subscribers can lock their phones via a key or code after entering their personal
lock codes and then unlock the phone again as required.
First, the phone lock code must be configured. The phone lock code is set to
00000 by default for all phones and can be set individually. To do this, the must
be unlocked. The phone lock code must always be 5 digits. Only digits 0-9 are
allowed. If the subscriber has forgotten the phone lock code, he or she can have
it reset to the default value 00000 by an authorized user (always the first station
in the system or the administrator using OpenScape Office Assistant).
Related Topics
14.6 Signaling and Payload Encryption (SPE) (LX/MX)
SPE is a security feature for the transmission of signaling and payload data to and
from the communication system and between system phones. The feature is
based on an asymmetrical encryption mechanism in which public and private
keys are used.
NOTICE: The use of Signaling and Payload Encryption is only
possible within the context of project -specific releases.
Encryption of signaling and payload data:
•
Signaling encryption: The signal transmission between the gateway and
clients is encrypted with a 128-bit key. The TLS protocol with AES encryption
is used for the transmission. The same mechanism (TLS, AES) is used for IP
networking.
•
Payload encryption: The payload or voice data is transmitted using the
Secure Real-time Transport Protocol (SRTP). They are likewise encrypted
with a 128-bit key (AES). SRTP is also used for IP Trunking. The procedure
for exchanging the key for SRTP is known as Multimedia Internet Keying
(MIKEY).
For SPE, the individual system telephones and communication systems involved
must be able to uniquely identify one another. This is done through certificates
containing private or public keys.
The keys and certificates are distributed by the DLS server. The DLS server scans
all connected devices with addresses using Auto-SPE. The devices approved for
SPE are flagged manually; the DLS then sends the keys or certificates securely
to them.
Depending on requirements, the security settings for evaluating the certificates
and encrypting the data streams can be enabled or disabled. This increases or
decreases the security of the encryption.
NOTICE: In order to use SPE, the optiPoint 410/420 and WL2
telephones must be removed, since they do not support SPE.
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Samba Share (LX/MX)
An encrypted connection only exists in a direct connection between two system
telephones and not for consultation connections or conferences.
Due to the increased resource requirements when SPE is activated, some
restrictions apply to the GMSA gateway module. For this gateway module, either
a maximum of 3 S0 ports and 4 a/b interfaces or 4 S0 ports and 2 a/b interfaces
may be used.
Salt Key Procedure
A "Salt" refers to a random value (e.g., time), which is included along with the
password in the generation function, and thus individualizes the result. This
makes it possible to use the same password for different purposes and still obtain
a different key (Salt Key) in each case. An attacker could therefore not possibly
know whether it is always the same basic password or different passwords.
SRTCP Encryption
SRTCP (Secure Real-time Transport Control Protocol) is an extension of the
SRTP protocol and implements the security of control data. The extension
consists of three additional fields: an SRTCP index, an encryption flag and an
authentication tag.
Related Topics
14.7 Samba Share (LX/MX)
The hard disk of OpenScape Office LX/MX makes a portion of the hard disk
capacity available for file storage. This area can also be used by Microsoft
Windows-based operating systems for file sharing on the internal network and is
called a file share or SAMBA share.
Switching off the SAMBA share for security reasons results in restrictions on the
following features:
•
The online help for the OpenScape Office clients can no longer be invoked.
•
The Samba Share cannot be used as a backup medium.
•
The installation files for OpenScape Office client updates can no longer be
made available via the Samba Share.
If a Samba Share is active, you can also specify write protection for this area, so
all users are restricted to read-only access.
In the basic installation of OpenScape Office LX/MX, the system setting of the
Samba share is enabled, i.e., the share is not write-protected.
Related Topics
14.8 SIP Attack Protection
The so-called SIP attacks represent a new form of attacks on communications
systems via IP telephony. Such attacks may occur either from the LAN or via the
Internet (through badly configured routers). Protection against SIP attacks is
provided through password-protected SIP access.
The following rules should be applicable for any SIP subscriber access:
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SIP Attack Protection
•
Active authentication
•
A qualified password that
•
–
is between 8 and 20 characters in length
–
includes one or more uppercase letters (A to Z)
–
includes one or more lowercase letters (A to Z)
–
includes one or more digits (0 to 9),
–
includes one or more special characters (e.g.: %),
–
does not have more than 3 repeated characters
Definition of a SIP station ID that differs from the station number.
When a new SIP station is set up, authentication is activated by default, and a
random password is generated. Since this random password is not known, it must
be changed by the administrator.
With OpenScape Office LX and OpenScape Office MX, the appropriate settings
are made via the "Central Telephony" wizard.
With OpenScape Office HX, the settings are made v
administered by HiPath 3000.
ia Manager E and
During system startup, the password list is checked, and a n entry is made in
the EventLog (Event Viewer) if a SIP station is configured without a password.
NOTICE: If OpenScape Office is used as an Internet router, port
5060 must be closed (default setting). For Internet telephony via
an ITSP, OpenScape Office opens the relevant ports and keeps
them open.
Port 5060 must likewise be closed If an external router or firewall
is being used. OpenScape Office is responsible for opening this
port (if required).
Related Topics
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Networking OpenScape Office
Network Plan
15 Networking OpenScape Office
OpenScape Office enables the networking of OpenScape Office MX, OpenScape
Office LX and OpenScape Office HX. In this network-wide unified
communications solution, subscribers can now use features such as the
presence status, voicemail, conferencing and much more in exactly the same way
as was originally possible with only a single OpenScape Office communication
system.
Supplemented with a comprehensive set of features in the area of voice
networking, medium-size companies now have access to a solution that offers a
rich portfolio of features that was primarily reserved only for large-scale
customers in the past.
Besides the homogeneous networking of OpenScape Office communication
systems, it is now also possible to integrate existing HiPath 3000 systems or
networks in a pure (hybrid) voice network.
Configuring an IP network is a complex task and should only be performed by
experienced service technicians.
NOTICE: Closed numbering is assumed for all three networking
scenarios described here, i.e., the dial plan of the internal station
numbers must be unique.
Related Topics
15.1 Network Plan
Before configuring an internetwork, a network plan should first be created after
consulting with the customer.
The network plan should include the following data:
•
Node ID (node number) and the associated IP addresses
•
Dial plan
Upgrading from OpenScape Office V2 to OpenScape Office V3
For an existing internetwork of OpenScape Office Version 2, an update to Version
3 can be performed without any issues. The network is operating normally.
However, if you want to use the features of Version 3 (such as the automatic
synchronization of phone numbers, etc.), you will need to deconfigure the
internetwork and reconfigure it in Version 3.
NOTICE: The V3 wizard for the networking of V3 can likewise not
be used!
Related Topics
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Networking OpenScape Office
Network Plan
15.1.1 Homogeneous and Heterogeneous Networks
In general, a distinction is made in networking between homogeneous (where all
components belong to a single systems family) and heterogeneous networks
(with different components).
Homogeneous (Native) Network
A homogeneous (native) network consists of components of the OpenScape
Office systems family (OpenScape Office LX and OpenScape Office MX).
Heterogeneous (Hybrid) Network
A heterogeneous (hybrid) network consists of components of the OpenScape
Office systems family and a HiPath 3000 (from the HiPath systems family), for
example.
Related Topics
15.1.2 Single and Multi-Gateway
A distinction is made in networking between a single and multi-gateway network,
depending on whether only a single gateway or multiple gateways are used.
Single Gateway
In the case of a single-gateway network, calls are routed via a single gateway.
OpenScape
O
Office LX
IP
OpenScape
O
Office MX /
HiPath 3000
PSTN
Gateway
•
Supported if there are one or more OpenScape Office LX systems in the
network.
•
The IP stations are connected to different communication systems.
•
OpenScape Office MX or HiPath 3000 can be used as a gateway.
Multi-Gateway
In the case of a multi-gateway network, calls are routed via several different
OpenScape Office MX gateways.
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Network Plan
Gateway
PSTN
OpenScape
O
Office LX
IP
OpenScape Office MX
PSTN
Gateway
•
There is only one PSTN Provider and one CO station number per gateway.
•
The stations of the different locations are registered at a central system
(OpenScape Office LX).
•
Every station of the OpenScape Office LX is assigned a specific gateway.
(OpenScape Office MX).
•
There should only be a single OpenScape Office LX in the network.
•
OpenScape Office LX and OpenScape Office MX are in the same time zone
and in the same country (same country code).
•
There is only one CO access code netwide.
•
ISDN and analog stations can be locally set up on the gateways.
Related Topics
15.1.3 Removing a Node from the Internetwork
If a node is to be removed from the internetwork, it must first be ensured that the
node is no longer available. Otherwise, the node will independently attempt to
register itself again in the network.
Procedure
The deletion of a node occurs via the Networking wizard, where all nodes involved
must always be removed.
If only one of the nodes involved is deleted, data will continue to be transferred
from one OpenScape Office to another and thus produce inconsistencies in the
internal directory, i.e., the users will not appear in the user directory and will
therefore be unable to use myPortal for Desktop.
•
Interrupt all paths (routing) to the nodes to be removed
•
Administration of the internetwork
•
Remove all nodes in the Networking wizard
Enter "No network" for the slave node involved and remove the master node
from the registration list.
Related Topics
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Networking OpenScape Office
Network-wide Features
15.2 Network-wide Features
A distinction is made in the network-wide features of OpenScape Office between
the features of UC clients and the voice features. The central intercept position is
also a network-wide feature for intercepting calls that cannot be assigned.
Related Topics
15.2.1 Network-wide Features of UC Clients
The following table shows an overview of the network-wide features of the UC
clients and the interworking with HiPath 3000 (when HiPath 3000 is used as a
gateway).
myPortal for Desktop
Unified Communication
Features
Directories
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Personal contacts
Personal directory
Internal directory, netwide
Internal directory, netwide
across LX-MX-HX
External directory (local via
.CSV import in each case;
local search)
External directory (local via
.CSV import in each case;
local search)
External offline directory
(central, via LDAP)
External offline directory
(central, via LDAP)
Favorites list
Internal MX-LX subscribers
and external subscribers
Internal LX-MX-LX
subscribers and external
subscribers (incl. HiPath
3000)
Journal
Open, All Calls, Missed,
Answered, Internal, External,
Inbound, Outbound,
Scheduled
Open, All Calls, Missed,
Calls into the HiPath 3000
Answered, Internal, External, network are displayed in the
Inbound, Outbound,
journal.
Scheduled
384
Internal subscribers of the
HP3000 can be integrated via
the external offline directory.
Internal subscribers of the
HiPath 3000 can be
integrated via the external
directory or the external offline
directory.
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Network-wide Features
Unified Communication
Features
Screen Pops
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Incoming call
Incoming call
Outgoing call
Outgoing call
New VoiceMail
New VoiceMail
Change of own Presence
status
Change of own Presence
status
Open personal contact for
inbound call
Open personal contact for
inbound call
Open an e-mail
Open an e-mail
Schedule calls
Schedule calls
Live Recording
Yes
Yes
Calls with HiPath 3000
subscribers can be recorded
live.
Presence status
Yes
Yes
yes
Busy status
Yes
Yes
Yes
CallMe service
Yes
Yes
Yes
Status-based call forwarding
Yes
Yes
MX-LX subscribers can use
status-based destinations of
HiPath 3000.
Personal and Central
AutoAttendant
Yes
Yes
yes
Instant Messaging
Yes
Yes
yes
Multi-user chat
Yes
Yes
MX-LX subscribers cannot
include any HiPath 3000
subscribers.
Voicemail for voice messages Yes
and faxes
Yes
MX-LX subscribers can
receive both from HiPath
3000 subscribers.
Voicemails
Yes
Yes
MX-LX subscribers can
forward voicemails
(independently of the
subscriber) by e-mail.
Fax (incoming and outgoing)
Yes
Yes
MX-LX subscribers can
receive and send faxes from
and to HiPath 3000
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Networking OpenScape Office
Network-wide Features
Unified Communication
Features
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Computer Telephony
Integration CTI
Yes
Yes
Yes, local at the HiPath 3000
nodes
Conferences
Yes
LX/MX subscribers can be a MX-LX and HiPath 3000 do
master or slave in a
not mutually see any
conference. HX subscribers
presence status.
can only be slaves and cannot
control a conference.
Desktop Dialer
Yes
Yes
no
myPortal for Outlook
Unified Communication
Features
Directories
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Internal directory, netwide
Internal directory, netwide
across LX-MX-HX
External directory (local via
.CSV import in each case;
local search)
External directory (local via
.CSV import in each case;
local search)
External offline directory
(central, via LDAP)
External offline directory
(central, via LDAP)
Favorites list
Internal MX-LX subscribers
and external subscribers
Internal LX-MX-LX
Internal subscribers of the
subscribers and external
HP3000 can be integrated via
subscribers (including HiPath the external offline directory.
3000)
Journal
Open, All Calls, Missed,
Answered, Internal, External,
Inbound, Outbound,
Scheduled
Open, All Calls, Missed,
Calls into the HiPath 3000
Answered, Internal, External, network are displayed in the
Inbound, Outbound,
journal
Scheduled
Screen Pops
Incoming call
Incoming call
Outgoing call
Outgoing call
New VoiceMail
New VoiceMail
Change of own Presence
status
Change of own Presence
status
Open personal contact for
inbound call
Open personal contact for
inbound call
Open an e-mail
Open an e-mail
Schedule calls
Schedule calls
Yes
Yes
Live Recording
386
Calls with HiPath 3000
subscribers can be recorded
live.
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Network-wide Features
Unified Communication
Features
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Presence status
Yes
Yes
MX-LX and HiPath 3000 do
not mutually see any
presence status.
Busy status
Yes
Yes
MX-LX and HiPath 3000 do
not mutually see any busy
status.
Call-Me service
Yes
Yes
MX-LX subscribers can route
calls to HiPath 3000.
Status-based call forwarding
Yes
Yes
MX-LX subscribers can use
status-based destinations of
HiPath 3000.
Personal and Central
AutoAttendant
Yes
Yes
AutoAttendant can address
HiPath 3000 subscribers.
Instant Messaging
Yes
Yes
MX-LX and HiPath 3000
cannot mutually send and
receive instant messages.
Multi-user chat
Yes
Yes
MX-LX subscribers cannot
include any HiPath 3000
subscribers.
Voicemail for voice messages Yes
and faxes
Yes
MX-LX subscribers can
receive both from HiPath
3000 subscribers.
Voicemails
Yes
Yes
MX-LX subscribers can
forward voicemails
(independently of the
subscriber) by e-mail.
Fax (incoming and outgoing)
Yes
Yes
MX-LX subscribers can
receive and send faxes from
and to HiPath 3000
Computer Telephony
Integration CTI
Yes
Yes
Yes, local at the HiPath 3000
nodes
Conferences
Yes
LX/MX subscribers can be a MX-LX and HiPath 3000 do
master or slave in a
not mutually see any
conference. HX subscribers
presence status.
can only be slaves and cannot
control a conference.
Desktop Dialer
Yes
Yes
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no
387
Networking OpenScape Office
Network-wide Features
myAttendant
Unified Communication
Features
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Convenient call handling
Yes
Yes
Standard Attendant functions
for HiPath 3000 such as
automatic recall, intercept,
display of forwarding station,
no mutually visible busy
indication
Directories
Personal contacts
Personal directory
Internal subscribers of the
HiPath 3000 can be
integrated via the external
directory or the external offline
directory.
Internal directory, netwide
Internal directory, netwide
across LX-MX-HX
External directory (local via
.CSV import in each case;
local search)
External directory (local via
.CSV import in each case;
local search)
External offline directory
(central, via LDAP)
External offline directory
(central, via LDAP)
Search in internal directory
Yes
Yes
no
Subscriber Management
Yes
Yes
no
Journal
Open, All Calls, Missed,
Answered, Internal, External,
Inbound, Outbound,
Scheduled
Open, All Calls, Missed,
Answered, Internal, External,
Inbound, Outbound,
Scheduled
Internal subscribers of the
HiPath 3000 can be
integrated via the external
directory or the external offline
directory.
Message Center
no
no
no
View presence status
Yes
Yes
no
Change presence status for
subscriber
Yes
Yes
no
Live Recording
Yes
Yes
Calls with HiPath 3000
subscribers can be recorded
live.
Multi-user chat
Yes
Yes
no
Screen pops
Incoming call; answering the
incoming call
Yes
Send instant messages
Yes
Yes
388
no
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Networking OpenScape Office
Network-wide Features
myPortal for Mobile
Unified Communication
Features
Directories
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Internal directory with
Internal directory with
Internal subscribers of HiPath
network-wide presence status network-wide presence status 3000 can be integrated via
personal contacts.
Personal contacts
Personal contacts
System directory (phone
book)
System directory (phone
book)
External offline directory
(central, via LDAP)
External offline directory
(central, via LDAP)
Favorites list
Internal and external
subscribers
Internal and external
subscribers
Journal
Incoming calls, outgoing calls, Incoming calls, outgoing calls, Calls into HiPath 3000 are
manual dialing, redialing
manual dialing, redialing
displayed in the journal.
Voicemail box
Yes
Yes
Not for HiPath 3000
Presence status
Yes
Yes
no
Internal subscribers of HiPath
3000 can be integrated via
personal contacts.
myPortal for OpenStage
Unified Communication
Features
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Presence status
Yes
Yes
Not for HiPath 3000
Voicemail box
Yes
Yes
no
myAgent
Unified Communication
Features
All features
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Local connection of myAgent No, locally via external Call
clients and Contact Center
Center solutions for the
options per OpenScape Office HiPath 3000 network segment
LX/MX/HX network node.
Contact Center solutions
across multiple locations can
be implemented via remote
stations or VPN connections
of subscribers.
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Networking OpenScape Office
Network-wide Features
myReports
Unified Communication
Features
All features
Pure LX/MX network
Mixed LX/MX/HX/HiPath network
LX/MX/HX power supply
Interworking with HiPath
3000 3000 (without HX)
Local connection of myAgent No, locally via external Call
clients and Contact Center
Center solutions for the
options per OpenScape Office HiPath 3000 network segment
LX/MX/HX network node.
Contact Center solutions
across multiple locations can
be implemented via remote
stations or VPN connections
of subscribers.
Related Topics
15.2.2 Network-wide Voice Features
For networking via the SIP-Q protocol, the following voice features are supported
for OpenScape Office and HiPath 3000.
Feature
390
SIP-Q (IP
Network)
Basic call
Yes
Callback on busy
Yes
Callback on RNA
Yes
Override
Yes
Call waiting
Yes
Second call
Yes
Calling Line Identification Presentation (CLIP)
Yes
Calling Line Identification Restriction (CLIR)
Yes
Connected Line ID Presentation (COLP)
Yes
Connected Line ID Restriction (COLR)
Yes
Calling / Connected Name Identification Presentation (CNIP)
Yes
Calling / Connected Name Identification Restriction (CNIR)
Yes
Do Not Disturb
Yes
Call forwarding
Yes
Call Forwarding on Busy
Yes
Call Forwarding on RNA
Yes
Call Deflection
Yes
Advice of Charge at Call Setup
no
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Networking OpenScape Office
Network-wide Features
Feature
SIP-Q (IP
Network)
Advice of Charge during Call
Yes
Advice of Charge at the end of the call
Yes
Path optimization
Yes
Rerouting
no
Message Waiting Indication / Info
Yes
Trace call
Yes
Hold
Yes
Toggle/Connect
Yes
Transfer
Yes
Conferencing
Yes
Automatic Recall
Yes
Calling for Help
Yes
Intercept
Yes
Private Numbering Plan (PNP)
no
Call pickup
no
Hunt Group
Yes
SPE (except for conferencing and applications)
Yes
Related Topics
15.2.3 Central Intercept Position in the Internetwork (LX/MX)
The communication system allows incoming calls that cannot be assigned to a
station or answered to be diverted to a defined intercept position in the
internetwork to ensure that no calls are lost.
If the central intercept position in the internetwork is configured using ISDN, then
the functionality is identical to the functionality without networking; see Intercept .
In conjunction with an ITSP Central Office, the central intercept position is subject
to some restrictions, since every node essentially has its own ITSP:
•
The ITSP intercept criteria apply only to each respective node.
•
The intercepts "on RNA", "on Device Busy", "on Incomplete", "on Invalid", and
"on Unanswered Recall" work.
•
The intercept types "on Invalid" and "on Incomplete" do not work with the
ITSP.
•
Incomplete or invalid telephone numbers are returned to the ITSP with a busy
signal.
If a central intercept position is to be used in an internetwork, virtual stations must
be configured in each node. These virtual stations are permanently diverted via
the internetwork to the myAttendant user.
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Licensing an Internetwork
Example for an ITSP CO: ITSP PABX number is 0211-23456789 + ITSP DID
number; the number 0211-23456789-0 is publicly announced as the central
number of the communication system.
•
Station 100 is myAttendant with its own ITSP DID number 100 and a virtual
station 199 with the ITSP DID number "0".
•
In the ITSP mapping list of each node, the ITSP DID number "0" is assigned
to the own virtual station.
•
Under Incoming Calls/Call Forwarding, the virtual stations are referred to
station 100.
First destination: own virtual station
Second destination: station 100 in the destination node
Call time 5 seconds
For better identification of calls, it is recommended that the virtual stations of all
nodes be provided with their call number (DID) and a name (e.g., company)via
the myAttendant application (under Setup/myAttendant/DIDs). This enables a
more detailed identification of the caller in the Active Calls window of
myAttendant.
Related Topics
15.3 Licensing an Internetwork
For a networked communication system, either central or local licensing can be
selected.
If central licensing is used, the slave nodes are automatically connected with the
central license agent of the master node when running the Network wizard.
INFO: In mixed/heterogeneous networks, HiPath 3000 and
OpenScape Office HX must be licensed separately.
For more information, see Licensing .
Related Topics
15.4 Networking Requirements
To ensure the quality of the voice transmission, the IP networks being used and
the communication system must meet certain requirements. The voice quality
and voice communication reliability always depend on the network technology in
use.
392
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Networking OpenScape Office
Networking Requirements
Network Parameters, LAN and WAN Requirements
Parameters
Minimum
requirement
Notes
Delay (one way)
50 ms
Round Trip Delay
100 ms
Jitter
20 ms
For good voice quality, the jitter must not be
greater than 20 ms.
Packet Loss
3%
For fax or modem transmissions over
G.711, the packet loss should not exceed
0.05 % (e.g., for a connection via AP11xx).
Consecutive
Packet Loss
3 with G.711, 1 with
G.723.1
The loss in voice quality, as opposed to the
packet loss, is greater with G.723.1 than
with G.711. The minimum requirements
apply to the default setting of 1.
Recommendation for Calculating Bandwidth
•
A bandwidth of at least 256 kbps (in both the sending and receiving direction)
is required on the internetwork.
•
The bandwidth calculation should be based on a maximum of 50% for the
voice portion with respect to the total bandwidth. In other words, in the case
of a 1 Mbit WAN, for example, a maximum of 500 kbps should be calculated
for voice. With the G.711 codec, for example, that would be a maximum of 5
IP trunks.
•
Regardless thereof, the network properties with respect to QoS, delay, packet
loss, etc., must also be taken into account.
Related Topics
15.4.1 LAN Networking Requirements
To ensure the quality of the voice and data transmissions, the IP networks being
used and the communication system must meet certain requirements for the LAN.
LAN requirements
The data network must be of the Ethernet type:
•
The recommended cable is a Cat.5 cable (screened/unscreened multielement cables characterized up to 100 MHz for horizontal and building
backbone cables as per EN 50288).
•
Support for QoS: IEEE. 802.1p, DiffServ (RFC 2474).
•
All active LAN ports must support 100 / 1000 MBit/sec. and full duplex
communications.
Every communication system must be connected via a switch or a dedicated port
of a router. Hubs and repeaters are not supported.
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Networking OpenScape Office
Networking Requirements
The VoIP- application should be connected via a separate VLAN to minimize
collisions with other transmissions. If all involved devices support VLAN (in
accordance with IEEE802.1q), all VoIP traffic can be placed in a separate VLAN.
Payload Connections with RTP (Real-time Transport Protocol) in a LAN
Environment
The required bandwidth for voice transmissions in an IP network can be
calculated with the help of the following table:
Codec type
Packet
parameters
Sample size
(ms)
Payload (bytes)
Ethernet
packet length
(bytes)
Payload packet
(overhead in
percent)
Ethernet load
(incl.) header
(kbps)
G.711
20
20
160
230
44%
92
G.711
30
30
240
310
29%
82.7
G.711
40
40
320
390
22%
78
G.711
60
60
480
550
15%
73.3
G.729A
1
20
20
90
350%
36
G.729A
2
40
40
110
175%
22
G.729A
3
60
60
130
117%
17.3
RTCP
5000
280
0.4
The load in the LAN is calculated for one direction. Double the bandwidth is
required for both directions. If these codecs are used, the bandwidth
requirements are reduced, depending on the scope of the idle periods for voice
signals.
The calculation includes VLAN tagging in accordance IEEE 802 1q. Without
VLAN tagging, the packet length is shorter by 4 bytes.
The overhead is calculated as follows:
Protocol
Bytes
RTP Header
12
UDP Header
8
IP Header
20
802.1Q VLAN Tagging
4
MAC (incl. Preamble, FCS)
26
Total
70
Control payload connection with parallel RTCP:
Report type
Report interval (sec)
Average Ethernet packet
size (bytes)
Ethernet load, incl. header
(kbps)
Sender report
5
140
0.2
Recipient report
5
140
0.2
Total
0.4
394
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Networking OpenScape Office
Networking Requirements
Payload transport in a T.38 LAN environment:
Sample size (ms)
T.38
30
Payload (bytes)
169
Ethernet packet
length (bytes)
227
Payload packet
(overhead in
percent)
34%
Ethernet load
(incl.) header
(kbps)
60.5
Payload Connections with SRTP (Real-time Transport Protocol) in a LAN
Environment:
Codec type
Sample size
(ms)
Payload (bytes) Ethernet packet SRTP Ethernet
length (bytes) packet length
(kbps)
RTP Ethernet
packet length
(kbps)
Additional
bandwidth for
SRTP (%)
G.711
20
160
244
97.6
92
6.1
G.711
30
240
324
86.4
82.4
4.5
G.711
40
320
404
80.8
78
3.6
G.711
60
480
564
75.2
73.3
2.5
G.729A
20
20
104
41.6
36
15.6
G.729A
40
40
124
24.8
22
12.7
G.729A
60
60
144
19.2
17.3
10.8
The thumb rule for calculating the required bandwidth for n parallel VoIP
connections with G.711 (one frame per RTP packet) is as follows:
Bandwidth WAN = n × (180 Kbps Voice Payload + 0.4 RTPC)
Related Topics
15.4.2 WAN Networking Requirements
To ensure the quality of the voice and data transmission, the IP networks being
used and the communication system must meet certain requirements for the
WAN.
WAN Requirements
The following requirements apply if IP telephony is implemented in internal IP
networks connected via WAN:
•
The internal IP networks (LANs) must each be connected to the Internet via
a WAN port with a fixed IP address.
•
The bandwidth required for the calls must always be available for both
uploads and downloads.
•
The number of simultaneous WAN-based IP phone connections is limited by
the bandwidth and the audio codecs used. Given the same bandwidth, more
phone connections can be established if an Audio Codec with high
compression is used.
•
OpenScape Office MX does not come with an integrated modem; in other
words, an external modem is required (e.g., a DSL modem).
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Networking Requirements
The following constraints apply to IP telephony via ITSP (Internet Telephony
Service Providers):
•
Voice quality restrictions can occur at ports that are not QoS-compliant
(generally, ADSL ports). Good voice quality is achieved by reserving a nonQoS-compliant Internet connection exclusively for voice connections to the
ITSP.
•
The router used must support QoS functions and broadband control
mechanisms to guarantee good voice quality.
The following values are calculated for Payload connections with RTP
(Realtime Transport Protocol) in a WAN environment:
Codec
type
Packet
Sample Payload Packet length
Payload
parameter size (ms) (bytes)
(bytes)
packet
s
(overhead in
percent)
WAN load
(kbps)
Packet length
with compr.
Header
(bytes)
WAN load
with compr.
Header
(bytes)
G.711
20
20
160
206
29%
82.4
-
-
G.711
30
30
240
286
19%
76,3,7
-
-
G.711
40
40
320
366
14%
73.2
-
-
G.711
60
60
480
526
10%
70,1,3
-
-
G.729A
1
20
20
66
230%
26.4
28
11.2
G.729A
2
40
40
86
115%
17.2
48
9.6
G.729A
3
60
60
106
77%
14.1
68
9.1
RTCP
-
5000
-
230
-
0.4
-
0.4
Payload Transport in T.38 WAN Environment:
Sample size (ms)
T.38 (Redundancy 2)
30
Payload (bytes)
169
Packet length
(bytes)
203
Payload packet
(overhead in
percent)
20%
Ethernet load
(incl.) header
(kbps)
54.1
The WAN load is calculated for a route. Since WAN channels usually include
channels in both directions, this is equivalent to the required bandwidth for an
ISDN channel, for example.
The overhead is calculated as follows:
Protocol
396
Bytes
RTP Header
12
UDP Header
8
IP Header
20
PPP
6
Total
46
Compressed Header
8
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Networking OpenScape Office
Networking Requirements
For RTP/UDP/IP header compression, a "compressed header" is usually used. In
addition, a full header (46 bytes) is transmitted every 5 seconds.
The thumb rule for calculating the required bandwidth for n parallel VoIP
connections with G.711 (one frame per RTP packet) is as follows:
Bandwidth WAN = n × (82 Kbps Voice Payload + 0.4 RTPC)
Related Topics
15.4.3 Dial Plan in the Network
The dial plan is an important prerequisite for networking. The complexity of the
internetwork configuration depends on the dial plan.
Closed numbering
In the case of closed numbering, a station in the internetwork is uniquely identified
by the station number. Each station in the internetwork can reach another station
by directly dialing its station number.
The advantage of closed numbering is that you do not have to dial a node number
to reach another station in another networked communication system.
Table: Examples of closed numbering
Node 1
Phone Numbers
Node 2
Node 3
Node 4
100
200
300
400
101
201
301
401
102
202
302
402
103
203
303
403
104
204
304
404
Transfer of Existing Customer Networks with Open Numbering Plan into
OpenScape Office
In open numbering, a station is uniquely identified by the node number and the
station number. Users of different communication systems (nodes) in the
internetwork can thus have the same station number.
With open numbering, the station's node number must always be dialed in
addition to the phone number. Phone number ranges can be used more than once
for this, and multiple phone numbers can be used.
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Path Optimization (Path Replacement)
Table: Example of open numbering at HiPath 3000:
Node 1
Node 2
Node 3
Node 4
Node number (PABX number)
95
96
97
98
Phone Numbers
100
100
100
100
101
101
101
101
102
102
102
102
103
103
103
103
104
104
104
104
NOTICE: OpenScape Office supports only closed numbering.
Existing customer networks with open numbering must be
adapted.
In an open internetwork comprising multiple HiPath 3000 systems with one
connected OpenScape Office HX each, the dial plan must be converted to a
closed numbering plan if the OpenScape Office HX systems are also to be
networked. It is only then that features such as the presence status and instant
messaging will be available.
Related Topics
15.5 Path Optimization (Path Replacement)
Path optimization (also called path replacement) helps to avoid the dual seizure
of IP trunks for networked communication systems.
When multiple OpenScape Office systems are networked, the following problem
could occur, for example: First, let us assume that subscriber A calls subscriber
B who, in turn, has forwarded all calls to subscriber C. Subscribers A and C are
in the same network node, but subscriber B is on a different network node.
Consequently, the call with call forwarding initially seizes two trunks between the
two network nodes. To avoid this dual seizure, path optimization must be
enabled.
NOTICE: The system flag for the path optimization must be
enabled for all networked OpenScape Office systems.
The path optimization is performed:
•
After the connection setup (not in the ringing phase!)
•
After transfer scenarios
•
After call forwarding and CFNA (call forwarding-no answer)
The path optimization is not performed:
398
•
When a ringing group or group call is involved
•
For conferences
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Networking Scenarios
•
If some other feature is enabled when executing the path optimization, the
optimization is aborted.
The IP trunks of HiPath 3000 used for OpenScape Office HX must be configured
only in route 8. Starting with HiPath 3000 V9, path optimization also occurs for the
IP trunks of route 8.
NOTICE: The path optimization for OpenScape Office HX is
configured via HiPath 3000 Manager E.
Related Topics
15.6 Networking Scenarios
A distinction is essentially made between five networking scenarios here:
•
Multiple OpenScape Office MX systems
•
Multiple OpenScape Office HX systems
•
OpenScape Office LX/MX/HX (single gateway)
•
OpenScape Office LX/MX (multi-gateway)
•
OpenScape Office LX/MX with HiPath 3000 (where HiPath 3000 functions as
a gateway)
NOTICE: Closed numbering is assumed for all three scenarios
described here, i.e., the dial plan of the internal station numbers
must be unique.
Call charge details can only be retrieved per network node, but not across nodes.
NOTICE: It is not possible to use an ITSP across nodes. This
means that the SIP trunks of a node can only be used by the local
stations of that node.
Related Topics
15.6.1 General Information
This section provides information on general requirements and helpful tips
regarding all networking scenarios.
Licensing
A separate CSTA license is required at the master node for the network-wide use
of the Direct Station Select (DSS) feature. Two CSTA licenses are included in the
Basic Package Licensing.
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Networking OpenScape Office
Networking Scenarios
Networking OpenScape Office with HiPath 3000
In an internetwork of OpenScape Office and HiPath 3000, all the HiPath 3000 and
HG 1500 communication systems involved must have at least Version V8, Minor
Release 5.4. Earlier versions do not support hybrid (heterogeneous ) networks.
You should also check the configuration for the voice gateway of the HG 1500 and
change the following settings if required:
•
Node Monitoring: ICMP
•
Disable the node monitoring for every OpenScape Office LX/MX
•
Set the LAN protocol for every OpenScape Office LX/MX to SIPQ.
In general, all node and routing tables should be created on the OpenScape
Office master. These settings can then be transferred to all HG 1500 systems
without any problems by using the Export function.
Automatic updates for CAR tables of the HG 1500 in HiPath 3000
The following requirements must be satisfied to automatically update the CAR
tables in a network of OpenScape Office and HiPath 3000 communication
systems:
•
OpenScape Office Assistant
The check box Automatic update of CAR tables in corresponding HiPath
3000 / HXG must be selected and the OSO Access Call Number must be
configured in the Networking wizard of the master system.
•
HiPath 3000 Manager E
For each HiPath 3000, the OSO Access Call Number must be configured
under the System Settings. This number is then displayed in the CAR tables
of the HG 1500 with a reference to the respective HiPath 3000 node ID.
NOTICE: If an automatic update of the CAR tables is to be
activated, then the contents of the CAR tables of all HG 1500
boards involved must be deleted to avoid collisions.
Networking and Accounting
400
•
The costs by cause principle applies, i.e., call charge records are stored in the
communication system which caused the charges. For example, if a
subscriber in the OpenScape Office LX makes a trunk call that is routed
through a gateway, then the charge record is generated in the OpenScape
Office LX and not in the gateway.
•
In general, no call charge records are generated for internal network
connections, i.e., calls from node to node are not recorded.
•
Calls initially conducted from node A generate call charge data in node A.
After a transfer of the call to node B, the call charges are generated in node B.
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Networking OpenScape Office
Networking Scenarios
DSS Keys on optiPoint Attendant Available Across all Nodes
•
In Version 3.2, DSS keys on optiPoint Attendant could be used only in the
local node. As of Version 3.3, DSS keys can be used across nodes. As a
prerequisite, an OpenScape Office MX or OpenScape Office LX must exist in
the internetwork.
•
If a HiPath 3000 exists in the internetwork, this functionality will only be
available in conjunction with OpenScape Office HX.
Restrictions and Dependencies
•
For all types of networking, the servers and clients must be in the same time
zone.
•
Multi-gateway networks have only been released within a country.
•
For OpenScape Office MX networks, no connection via an ITSP (SIP
Provider) is basically supported.
Related Topics
15.6.2 Scenario 1: Networking Multiple OpenScape Office MX Systems
Up to 8 OpenScape Office MX communication systems can be networked,
provided the dial plan is unique.
PSTN
IITSP
IT
TS
SP
P
ITSP
IITSP
IT
TITSP
SP
SP
PSTN
4 2302 66758-0
49
49 2302 66719
66719-0
0
100-199
200-299
198.6.124.10
198.6.124.20
Node 1
OpenScape Office MX
Node 2
OpenScape Office MX
SIP-Q
For OpenScape Office MX networks, no connection via an ITSP (SIP Provider) is
basically supported.
Maximum configuration
Maximum number of nodes
Maximum number of stations in the network
8
1000
NOTICE: Larger networks can be configured on a project-specific
basis (via OSIRIS).
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Networking Scenarios
Network-wide Features for an Internetwork of Multiple OpenScape Office
MX Systems
myPortal
Voicemail (Recording, Notification, Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory / Favorites
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other network nodes
Not possible
External offline directory
Central, via LDAP
myAttendant
Attendant functions (automatic recall, intercept, display of forwarding station, ...)
Netwide
Instant Messaging
Netwide
Voicemail (Recording, Notification, Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other network nodes
Not possible
External offline directory
Central, via LDAP
Check voicemails of other subscribers (only if the subscriber has activated this
feature)
Local, i.e., not by subscribers on other
nodes
myAgent (Contact Center)
Agents
Must be in the same network node
Agent status
Local
Incoming ACD calls
Via local PSTN trunks, SIP Providers and
SIP-Q trunks
Voicemail (Recording, Notification, Retrieval)
Netwide
Presence
Netwide
Internal directory / Favorites
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other network nodes
Not possible
402
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Networking OpenScape Office
Networking Scenarios
Central AutoAttendant
Dialing call numbers (by the caller
CCV scripts enable the targeted dialing of stations
in the network. The possible destinations are all
call numbers of the internal directory
Dialing call numbers (preconfigured by the administrator)
Any destinations can be entered by the
administrator in CCV scripts and dialed by the
caller with a single-digit selection.
External applications
Teledata Office
Netwide
TAPI 170
Netwide
TAPI 120
With CMD, network-wide; without CMD, local
CallBridge IP
Local
External CSTA applications
Netwide, i.e., the CSTA application uses ONE
CSTA link at ONE system to communicate with the
entire network
SIP Provider
Local
PSTN Provider
Local or decentralized connections to the individual
network nodes
Bandwidth requirements
For HFA, SIP clients
No bandwidth control
Administration
Network-wide using wizards, Expert mode
Related Topics
15.6.3 Configuring Scenario 1
The configuration of scenario 2 explains the steps required to set up networking
with the help of an example.
Prerequisites:
•
A network plan is available. The network plan was used to ensure that every
internal call number in the internetwork is only used once for closed
numbering. Different station number lengths are allowed. Only DID station
numbers may occur more than once (e.g., the CO station numbers 49 2302
66758 100 and 49 2302 66719 100 have the same DID No. 100).
NOTICE: The station numbers may need to be adapted. An open
numbering scheme is not implemented!
•
The IP network has been configured, and all nodes can be mutually pinged
successfully
•
All nodes have been upgraded to the same software version
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403
Networking OpenScape Office
Networking Scenarios
Call forwarding across nodes: For incoming calls over IP trunks, which have
already been forwarded, no further forwardings to the voicemail box are
executed. This is because no unique assignment to the voicemail box can
otherwise be made
If cross-node deputy rules (referral extensions) are required, this must be set up
via the profiles of the OpenScape Office stations or ringing groups. The
corresponding cross-node calls are not signaled as forwarded in this case, but as
DSS (direct station selection) calls. Call forwardings of the deputy are therefore
forwarded to the voicemail box
Setting up the Location Data for Node 1
Node 1
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66758
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 1 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
404
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Networking OpenScape Office
Networking Scenarios
Overview of Entries in the LCR for Node 1
Dial Plan
Name
Dialed digits
Route table
Route
Dedicated
Gateway
Mandatory
Dial Rule
Gateway ID
2
Dial Rule
Procedure
D492302667 Corp.
19E3A
Network
Type
Node 2
Internat
0C004923026 Networking
6719-Z
International
Node 2 NAT
0C023026671
9-Z
Node 2 Stn.
0C66719-Z
CO
0CZ
ISDN
No
A
Main network Unknown
supplier
Various
-Z
Networking
No
A
Corp.
Network
Unknown
Setting up the Location Data for Node 2
Node 2
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66719
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 2 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
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Networking OpenScape Office
Networking Scenarios
Overview of Entries in the LCR for Node 2
Dial Plan
Name
Dialed digits
Route table
Route
Dedicated
Gateway
Mandatory
Dial Rule
Gateway ID
1
Dial Rule
Procedure
D492302667 Corp.
58E3A
Network
Type
Node 1
Internat
0C004923026 Networking
6758-Z
International
Node 1 NAT
0C023026675
8-Z
Node 1 Stn.
0C66758-Z
CO
0CZ
ISDN
No
A
Main network Unknown
supplier
Various
-Z
Networking
No
A
Corp.
Network
Unknown
Procedure to Set up Networking:
1. Configure the basic installation for node 1 (master)
2. Configuring Networking for Node 1
3. Configure the basic installation for node 2 (slave)
4. Configuring Networking for Node 2
5. Verify the networking function for the master
6. Check routes and routing parameters (master)
7. Check routes and routing parameters (Trk. Grp. 64) (master)
8. Configure LCR for networking (master)
9. Check routes and routing parameters (Slave)
10. Configure LCR for networking (slave)
Related Topics
15.6.4 Scenario 2: Networking Multiple OpenScape Office HX Systems
Up to 32 HiPath 3000 communication systems can be networked together, and
one OpenScape Office HX can be connected to each HiPath 3000. The dial plan
must be unique.
406
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Networking OpenScape Office
Networking Scenarios
Node 1
PSTN
ITSP
SP
SP
PSTN
Node 2
ITSP
PSTN
HiPath 3000
HiPath 3000
OpenScape
Office HX
SIP-Q
Inte
te
ern
rnet
net
et
Internet
Node 3
OpenScape
Office HX
HiPath 3000
OpenScape
Office HX
All OpenScape Office HX systems are interlinked, thus enabling the complete set
of OpenScape Office applications to be used on a network-wide basis.
One OpenScape Office HX is configured as the master. All IP addresses of the
networked OpenScape Office HX systems are stored in the master. The network
functions are controlled solely by the OpenScape Office HX (or the appropriate
application), without any involvement of the HiPath 3000.
The list of OpenScape Office IP addresses is automatically synchronized.
In general, any OpenScape Office HX can be configured as the master. However,
there can always be only a single master in an internetwork.
Maximum configuration
Maximum number of HiPath 3000 systems
32
Maximum number of OpenScape Office HX systems in the
network (one HiPath 3000 must be deducted per OpenScape
Office HX, for example, with 4 OpenScape Office HX systems in
the internetwork, up to 60 HiPath 3000 systems are still possible)
8
Maximum number of stations in the network (project-specific).
1000
Network-wide Features for an Internetwork of Multiple OpenScape Office
HX Systems
myPortal
Voicemail (Recording, Notification, Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory / Favorites
Netwide
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Networking OpenScape Office
Networking Scenarios
myPortal
External directory
Local via .CSV import in each case
Search in external directories of other network nodes
Not possible
External offline directory
Central, via LDAP
myAttendant
Attendant functions (automatic recall, intercept, display of forwarding station, ...)
Netwide
Instant Messaging
Netwide
Voicemail (Recording, Notification, Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other network nodes
Not possible
External offline directory
Central, via LDAP
Check voicemails of other subscribers (only if the subscriber has activated this
feature)
Local, i.e., not by subscribers on other
nodes
myAgent (Contact Center)
Agents
Must be in the same network node
Agent status
Local
Incoming ACD calls
Via local PSTN trunks, SIP Providers and
SIP-Q trunks
Voicemail (Recording, Notification, Retrieval)
Netwide
Presence
Netwide
Internal directory / Favorites
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other network nodes
Not possible
Central AutoAttendant
Dialing call numbers (by the caller
CCV scripts enable the targeted dialing of stations
in the network. The possible destinations are all
call numbers of the internal directory
Dialing call numbers (preconfigured by the administrator)
Any destinations can be entered by the
administrator in CCV scripts and dialed by the
caller with a single-digit selection.
External applications
Teledata Office
Netwide
TAPI 170
Netwide
408
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Networking OpenScape Office
Networking Scenarios
TAPI 120
With CMD, network-wide; without CMD, local
CallBridge IP
Local
External CSTA applications
Netwide, i.e., the CSTA application uses ONE
CSTA link at ONE system to communicate with the
entire network
SIP Provider
Local
PSTN Provider
Local or decentralized connections to the individual
network nodes
Bandwidth requirements
For HFA, SIP clients
No bandwidth control
Administration
Network-wide using wizards, Expert mode
Related Topics
15.6.5 Configuring Scenario 2
The configuration of scenario 2 explains the steps required to set up a network of
multiple OpenScape Office HX systems with the help of an example
Prerequisites:
•
The HiPath 3000 communication systems are already networked. See also
the HiPath 3000 Service Manual and configuration examples.
NOTICE: The station numbers may need to be adapted. An open
numbering scheme is not implemented!
•
The associated HG 1500s are configured.
•
At each HiPath 3000, a local OpenScape Office HX is already installed and
configured.
•
At each HiPath 3000, the Networked CTI-Domain flag is set.
For more information, see OpenScape Office V3, Administrator
documentation , Installing OpenScape Office HX
Call forwarding across nodes: For incoming calls over IP trunks, which have
already been forwarded, no further forwardings to the voicemail box are
executed. This is because no unique assignment to the voicemail box can
otherwise be made
If cross-node deputy rules (referral extensions) are required, this must be set up
via the profiles of the OpenScape Office stations or ringing groups. The
corresponding cross-node calls are not signaled as forwarded in this case, but as
DSS (direct station selection) calls. Call forwardings of the deputy are therefore
forwarded to the voicemail box
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Networking OpenScape Office
Networking Scenarios
Configuration for Node 1
Node ID
6
HiPath 3000 IP address
198.6.126.250
HG 1500 IP address
198.6.126.251
OpenScape Office HX IP address
198.6.126.222
Dial plan
100 - 199
Configuration for Node 2
Node ID
5
HiPath 3000 IP address
198.6.128.230
HG 1500 IP address
198.6.128.231
OpenScape Office HX IP address
198.6.128.243
Dial plan
200 - 299
Configuration for Node 3
Node ID
4
HiPath 3000 IP address
198.6.128.12
HG 1500 IP address
198.6.128.13
OpenScape Office HX IP address
198.6.128.9
Dial plan
300 - 399
Related Topics
15.6.6 Scenario 3: Networking of OpenScape Office LX and
OpenScape Office MX (Single Gateway)
Multiple OpenScape Office LX, OpenScape Office MX and OpenScape Office HX
communication systems can be networked with one another. All IP stations of
OpenScape Office LX are assigned to a specific gateway. The dial plan must be
unique.
NOTICE: Call pickup groups and MULAPs can only be
configured for stations connected to the same node.
410
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Networking OpenScape Office
Networking Scenarios
ITSP
PSTN
ITSP
49 2303 66758-0
PSTN
49 2303 66719-0
200-299
300-399
Node 2
OpenScape Office MX
Node 3
OpenScape Office MX
SIP-Q
100-199
Node 1, Master
OpenScape Office LX
PSTN access via node 2
Maximum configuration
Maximum number of nodes
8
Maximum number of stations (OpenScape Office LX)
500
Maximum number of stations (OpenScape Office MX)
150
Maximum number of stations (OpenScape Office HX)
Maximum number of stations in the network
1000
NOTICE: Larger networks can be configured on a project-specific
basis (via OSIRIS).
Network-wide Features for an Internetwork of Multiple OpenScape Office
LX/MX/HX Systems
myPortal / myPortal for Outlook
OSO MX
Voicemail (Recording, Notification,
Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory / Favorites
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other
network nodes
Not possible
External offline directory
Central, via LDAP
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OSO LX
411
Networking OpenScape Office
Networking Scenarios
myAttendant
OSO MX
OSO LX
Attendant functions (automatic recall,
intercept, display of forwarding station,
...)
Netwide
Instant Messaging
Netwide
Voicemail (Recording, Notification,
Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other
network nodes
Not possible
External offline directory
Central, via LDAP
Check voicemails of other subscribers
Local, i.e., not by subscribers on other nodes
myAgent
OSO MX
OSO LX
Agents
Must be in the same network node
Agent status
Local
Incoming ACD calls
Via local PSTN trunks (not LX), SIP Providers and SIP-Q trunks
Voicemail (Recording, Notification,
Retrieval)
Netwide
Presence
Netwide
Internal directory / Favorites
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other
network nodes
Not possible
Central AutoAttendant
Dialing call numbers (by the caller
CCV scripts enable the targeted dialing of stations in the network. The possible
destinations are all call numbers of the internal directory
Dialing call numbers (preconfigured by Any destinations can be entered by the administrator in CCV scripts and dialed by
the administrator)
the caller with a single-digit selection.
External TAPI applications
Teledata Office
Netwide
TAPI 170
Netwide
TAPI 120
With CMD, network-wide; without CMD, local
CallBridge IP
Local
412
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Networking OpenScape Office
Networking Scenarios
External CSTA applications
Netwide, i.e., the CSTA application uses ONE CSTA link at ONE system to
communicate with the entire network
SIP Provider
Local
PSTN Provider
Local; network nodes without local PSTN trunks are reached via SIP-Q trunks of
other nodes.
Stations survivability when node fails
no
Yes, for OpenScape Office LX and HX, when
OpenScape Office MX is used as a gateway
Bandwidth requirements
For SIP-Q calls
See section on "Networking Requirements"
For HFA, SIP clients
No bandwidth control
Administration
Network-wide using wizards, Expert mode
CAR table generation
Automatic update of the CAR table ( HiPath 3000, HG 1500) via the Networking
wizard. The number of the voicemail box (voicemail call number ) is configured in
CAR as a network node.
Related Topics
15.6.7 Configuring Scenario 3
The configuration of scenario 3 explains the steps required to set up networking
with the help of an example.
Prerequisites:
•
A network plan is available. The network plan was used to ensure that every
internal call number in the internetwork is only used once for closed
numbering. Different station number lengths are allowed. Only DID station
numbers may occur more than once (e.g., the CO station numbers 49 2302
66758 100 and 49 2302 66719 100 have the same DID No. 100).
NOTICE: The station numbers may need to be adapted. An open
numbering scheme is not implemented!
•
The IP network has been configured, and all nodes can be mutually pinged
successfully
•
All nodes have been upgraded to the same software version
Call forwarding across nodes: For incoming calls over IP trunks, which have
already been forwarded, no further forwardings to the voicemail box are
executed. This is because no unique assignment to the voicemail box can
otherwise be made
If cross-node deputy rules (referral extensions) are required, this must be set up
via the profiles of the OpenScape Office stations or ringing groups. The
corresponding cross-node calls are not signaled as forwarded in this case, but as
DSS (direct station selection) calls. Call forwardings of the deputy are therefore
forwarded to the voicemail box.
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Networking OpenScape Office
Networking Scenarios
Using the Grace Period in an Internetwork
NOTICE: In an internetwork in which the grace period is being
used, the CLA of OpenScape Office must always as be used as
the central CLA!
Due to the different amounts of the upper limits, two different grace period files
are required for OpenScape Office MX and OpenScape Office LX. The grace
period file for OpenScape Office LX includes the MX base in addition to the LX
base for networking scenarios.
In this scenario, whenever an OpenScape Office MX requests a license from a
CLA of the OpenScape Office LX during the grace period, the limits of the
OpenScape Office LX are used.
By contrast, if the CLA of the OpenScape Office MX were to be used instead, NO
grace period would be granted to any requesting OpenScape Office LX, since no
basis for OpenScape Office LX is included in this file.
Setting up the Location Data for Node 1, OpenScape Office LX
Node 1
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66719
International Prefix
00
National Prefix
0
Routes
Trk. Grp 1
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 1 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
414
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Networking OpenScape Office
Networking Scenarios
Overview of Entries in the LCR for Node 1
Dial Plan
Name
Dialed digits
Route table
Route
Node 2
Internat
0C004923026 Networking
6719-2Z
Node 2 NAT
0C023026671
9-2Z
Node 2 Stn.
0C66719-2Z
Node 3
Internat
0C004923026 Networking
6758-3Z
Node 3 NAT
0C023026675
8-3Z
Node 3 Stn.
0C66758-3Z
CO
0CZ
Various
-Z
Dedicated
Gateway
Dial Rule
Gateway ID
Dial Rule
Procedure
Type
Mandatory
2
D492302667 Corp.
19E3A
Network
International
Mandatory
3
D492302667 Corp.
58E3A
Network
International
Networking
Mandatory
2
E1A
Main network Unknown
supplier
Networking
No
A
Corp.
Network
Unknown
Setting up the Location Data for Node 2, OpenScape Office MX
Node 2
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66719
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 2 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
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Networking OpenScape Office
Networking Scenarios
Overview of Entries in the LCR for Node 2
Dial Plan
Name
Dialed digits
Route table
Route
Dedicated
Gateway
Dial Rule
Gateway ID
Dial Rule
Procedure
Type
Node 1
Internat
0C004923026 Networking
6719-1Z
Mandatory
1
D492302667 Corp.
19E3A
Network
International
Node 1 NAT
0C023026671
9-1Z
Node 1 Stn.
0C66719-1Z
Node 3
Internat
0C004923026 Networking
6758-3Z
Mandatory
3
D492302667 Corp.
58E3A
Network
International
Node 3 NAT
0C023026675
8-3Z
Node 3 Stn.
0C66758-3Z
CO
0CZ
ISDN
No
A
Main network Unknown
supplier
Various
-Z
Networking
No
A
Corp.
Network
Unknown
Setting up the Location Data for Node 3, OpenScape Office MX
Node 3
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66758
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 3 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
416
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Networking OpenScape Office
Networking Scenarios
Overview of Entries in the LCR for Node 3
Dial Plan
Name
Route table
Dialed digits
Route
Node 1
Internat
0C0049230266719Z
Node 1 NAT
0C0230266719-1Z
Node 1 Stn.
0C66719-1Z
Node 2
Internat
0C00492302667192Z
Node 2 NAT
0C0230266719-2Z
Node 2 Stn.
0C66719-2Z
CO
Various
Dedicated
Gateway
Dial Rule
Gateway
ID
Dial Rule
Procedure
Type
Networking
Mandatory
1
D492302667 Corp.
19E3A
Network
International
Networking
Mandatory
2
D492302667 Corp.
19E3A
Network
International
0CZ
ISDN
No
A
Main network Unknown
supplier
-Z
Networking
No
A
Corp.
Network
Unknown
Procedure to Set up Networking:
1. Configure the basic installation for node 1 (master)
2. Configuring Networking for Node 1
3. Configure the basic installation for node 2 (slave)
4. Configuring Networking for Node 2
5. Configure the basic installation for node 3 (slave)
6. Configure networking for node 3 (slave)
7. Verify the networking function for the master
8. Configure LCR for networking (node 1, master)
9. Configure LCR for networking (node 2)
10. Configure routes and routing parameters (node 3)
11. Configure routes and routing parameters (Trk. Grp. 64) (Node 3)
12. Configure LCR for networking (node 3)
Related Topics
15.6.8 Scenario 4: Networking Multiple OpenScape Office MX Systems with
one OpenScape Office LX (Multi- Gateway)
Multiple OpenScape Office MX communication systems and one
OpenScape Office LX can be networked with one another. All IP stations must be
connected to the OpenScape Office LX. Each station of OpenScape Office LX is
assigned to a specific gateway. The dial plan must be unique.
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Witten
Witten
Wi
W
iittt
tten
en 11
S0
49 2302 66758-0
S0
49 89 722-0
Node 1
OpenScape Office MX
Munich
Node 2
OpenScape Office MX
SIP-Q
Node 3
OpenScape Office MX
Call no. 1101
DID 2302 66758 1101
Call no. 2101
DID 89 722 2101
S0
49 2302 66719-0
Witten 2
Node 4
OpenScape Office LX
Master & Multi Gateway
Call no. 3101
DID 2302 66719 3101
A multi-gateway network has only been released for cases where the network is
located within one country.
Maximum configuration
Maximum number of nodes
8
Maximum number of stations (OpenScape Office LX)
500
Maximum number of stations (OpenScape Office MX)
150
Maximum number of stations in the network
1000
NOTICE: Larger networks can be configured on a project-specific
basis (via OSIRIS).
Network-wide Features for an Internetwork of Multiple OpenScape Office
MX and OpenScape Office LX Systems
myPortal / myPortal for Outlook
OSO MX
Voicemail (Recording, Notification,
Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory / Favorites
Netwide
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OSO LX
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Networking Scenarios
myPortal / myPortal for Outlook
OSO MX
External directory
Local via .CSV import in each case
Search in external directories of other
network nodes
Not possible
External offline directory
Central, via LDAP
myAttendant
OSO MX
Attendant functions (automatic recall,
intercept, display of forwarding station,
...)
Netwide
Instant Messaging
Netwide
Voicemail (Recording, Notification,
Retrieval)
Netwide
Presence
Netwide
Busy status
Netwide
Internal directory
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other
network nodes
Not possible
External offline directory
Central, via LDAP
Check voicemails of other subscribers
Local, i.e., not by subscribers on other nodes
myAgent
OSO MX
OSO LX
OSO LX
OSO LX
Agents
Must be in the same network node
Agent status
Local
Incoming ACD calls
Via local PSTN trunks (not LX), SIP Providers and SIP-Q trunks
Voicemail (Recording, Notification,
Retrieval)
Netwide
Presence
Netwide
Internal directory / Favorites
Netwide
External directory
Local via .CSV import in each case
Search in external directories of other
network nodes
Not possible
Central AutoAttendant
Dialing call numbers (by the caller
CCV scripts enable the targeted dialing of stations in the network. The possible
destinations are all call numbers of the internal directory
Dialing call numbers (preconfigured by Any destinations can be entered by the administrator in CCV scripts and dialed by
the administrator)
the caller with a single-digit selection.
External TAPI applications
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Teledata Office
Netwide
TAPI 170
Netwide
TAPI 120
With CMD, network-wide; without CMD, local
CallBridge IP
Local
External CSTA applications
Netwide, i.e., the CSTA application uses ONE CSTA link at ONE system to
communicate with the entire network
SIP Provider
Local
PSTN Provider
Local; network nodes without local PSTN trunks are reached via SIP-Q trunks of
other nodes.
Stations survivability when node fails
no
Yes, for OpenScape Office LX, when
OpenScape Office MX is used as a gateway
Bandwidth requirements
For SIP-Q calls
See section on "Networking Requirements"
For HFA, SIP clients
No bandwidth control
Administration
Network-wide using wizards, Expert mode
Related Topics
15.6.9 Configuring Scenario 4
The configuration of scenario 3 explains the steps required to set up a multigateway network with the help of an example.
Prerequisites:
•
A network plan is available. The network plan was used to ensure that every
internal call number in the internetwork is only used once for closed
numbering. Different station number lengths are allowed. Only DID station
numbers may occur more than once
NOTICE: The station numbers may need to be adapted. An open
numbering scheme is not implemented!
•
The IP network has been configured, and all nodes can be mutually pinged
successfully
•
All nodes have been upgraded to the same software version
•
At each HiPath 3000, the Networked CTI-Domain flag is set.
For more information, see OpenScape Office V3, Administrator
documentation , Installing OpenScape Office HX
Call forwarding across nodes: For incoming calls over IP trunks, which have
already been forwarded, no further forwardings to the voicemail box are
executed. This is because no unique assignment to the voicemail box can
otherwise be made
420
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Networking Scenarios
If cross-node deputy rules (referral extensions) are required, this must be set up
via the profiles of the OpenScape Office stations or ringing groups. The
corresponding cross-node calls are not signaled as forwarded in this case, but as
DSS (direct station selection) calls. Call forwardings of the deputy are therefore
forwarded to the voicemail box
Setting up the Location Data for Node 1
Node 1
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66758
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 1 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
Overview of Entries in the LCR for Node 1
Dial Plan
Name
Dialed digits
Node 2 Internat
0C004989722-Z
Node 2 NAT
0C089722-Z
Route table
Route
Dedicated
Gateway
Dial Rule
Gateway ID
Dial Rule
Procedure
Type
Networking
Mandatory
2
D4989722E3 Corp.
A
Network
International
Node 2 Stn.
0C722-Z
Node 3 Internat
0C00492302667 Networking
19-Z
Mandatory
3
D492302667 Corp.
19E3A
Network
International
Node 3 NAT
0C0230266719-Z
Node 3 Stn.
0C66719-Z
Node 4 Internat
0C00492302667 Networking
58-Z
D230266758 Corp.
E3A
Network
National
Node 4 NAT
0C0230266758-Z
Node 4 Stn.
0C66758-Z
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Networking Scenarios
Dial Plan
Name
Route table
Dialed digits
Various
Route
-Z
Dedicated
Gateway
Dial Rule
Gateway ID
Dial Rule
Procedure
Type
Networking
No
BA
Corp.
Network
CO International 0C0049-Z
ISDN
No
D0E3A
Main network Unknown
supplier
CO
ISDN
No
A
Main network Unknown
supplier
0CZ
Unknown
Setting up the Location Data for Node 2
Node 2
G.-Location Country
49
G.-Location Local Network
89
G.-Location System
722
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 2 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
Overview of Entries in the LCR for Node 2
Dial Plan
Name
Dialed digits
Route table
Route
Node 1 Internat
0C00492302667 Networking
58-Z
Node 1 NAT
0C0230266758-Z
Node 1 Stn.
0C66758-Z
422
Dedicated
Gateway
Mandatory
Dial Rule
Gateway ID
1
Dial Rule
Procedure
D492302667 Corp.
E3A
Network
Type
International
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Networking OpenScape Office
Networking Scenarios
Dial Plan
Name
Route table
Dialed digits
Route
Node 3 Internat
0C00492302667 Networking
19-Z
Node 3 NAT
0C0230266719-Z
Node 3 Stn.
0C66719-Z
Node 4 Internat
0C004989722-Z
Node 4 NAT
0C089722-Z
Node 4 Stn.
0C722-Z
Various
-Z
Dedicated
Gateway
Mandatory
Dial Rule
Gateway ID
3
Dial Rule
Procedure
Type
D492302667 Corp.
19E3A
Network
International
Networking
NO
D89722E3A
Corp.
Network
National
Networking
No
BA
Corp.
Network
Unknown
CO International 0C0049-Z
ISDN
No
D0E3A
Main network Unknown
supplier
CO
ISDN
No
A
Main network Unknown
supplier
0CZ
Setting up the Location Data for Node 3
Node 3
G.-Location Country
49
G.-Location Local Network
2302
G.-Location System
66719
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
The station numbers of all stations outside node 3 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
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Networking Scenarios
Overview of Entries in the LCR for Node 3
Dial Plan
Name
Route table
Dialed digits
Route
Node 1 Internat
0C00492302667 Networking
58-Z
Node 1 NAT
0C0230266758-Z
Node 1 Stn.
0C66758-Z
Node 2 Internat
0C004989722-Z
Node 2 NAT
0C089722-Z
Node 2 Stn.
0C722-Z
Node 4 Internat
0C00498923026 Networking
6719-Z
Node 4 NAT
0C0230266719-Z
Node 4 Stn.
0C66719-Z
Various
-Z
Dedicated
Gateway
Dial Rule
Gateway ID
Dial Rule
Procedure
Type
Mandatory
1
D492302667 Corp.
58E3A
Network
International
Mandatory
2
D4989722E3 Corp.
A
Network
International
No
D230266719 Corp.
E3A
Network
National
Networking
No
BA
Corp.
Network
Unknown
CO International 0C0049-Z
ISDN
No
D0E3A
Main network Unknown
supplier
CO
ISDN
No
A
Main network Unknown
supplier
0CZ
Networking
Setting up the Location Data for Node 4
Associate location data with a dummy CO trunk (Trk. Grp. 1) incl. CO access code
= 0 and Type = CO, since node 4 has no direct connection to a Central Office.
Node 4, dummy CO trunk
Node 4
G.-Location Country
49
G.-Location Local Network
G.-Location System
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Routing parameters
424
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Networking Scenarios
Node 4
Route
No. and type, outgoing
RNR type
Networking
Unknown
Int/DID
ISDN
(No change in entry)
DID
The station numbers of all stations outside node 1 are automatically entered in
the routing tables. This includes the internal station numbers as well as the DID
station numbers, which differ from the respective internal station numbers.
Node 4, Networking Route
Node 4
G.-Location Country
G.-Location Local Network
G.-Location System
International Prefix
00
National Prefix
0
Routes
ISDN
Trunk code
0
Networking
2nd trunk code
0
Route
No. and type, outgoing
RNR type
Networking
National
Int/DID
ISDN
(No change in entry)
DID
Routing parameters
Overview of Entries in the LCR for Node 4
Dial Plan
Name
Dialed digits
Route table
Route
Node 1 Internat
0C00492302667 Networking
58-Z
Node 1 NAT
0C0230266758-Z
Node 1 Stn.
0C66758-Z
Node 2 Internat
0C004989722-Z
Node 2 NAT
0C089722-Z
Node 2 Stn.
0C722-Z
Networking
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Dedicated
Gateway
Dial Rule
Gateway ID
Dial Rule
Procedure
Type
Mandatory
1
D492302667 Corp.
58E3A
Network
International
Mandatory
2
D4989722E3 Corp.
A
Network
International
425
Networking OpenScape Office
Networking Scenarios
Dial Plan
Name
Route table
Dialed digits
Route
Dedicated
Gateway
Node 3 Internat
0C00498923026 Networking
6719-Z
Mandatory
Node 3 NAT
0C0230266719-Z
Node 3 Stn.
0C66719-Z
Various
-Z
Networking
NO
CO
0CZ
Networking
MULTIGATEWAY
Dial Rule
Gateway ID
3
1
Dial Rule
Procedure
Type
D492302667 Corp.
19E3A
Network
International
A
Corp.
Network
Unknown
E1A
Main network Unknown
supplier
Procedure to Set up Networking:
1. Configure the basic installation for node 4 (master)
2. Configure networking for node 4 (master)
3. Configure the basic installation for node 1 (slave)
4. Configure networking for node 1 (slave)
5. Configure the basic installation for node 2 (slave)
6. Configure networking for node 2 (slave)
7. Configure the basic installation for node 3 (slave)
8. Configure networking for node 3 (slave)
9. Verify the networking function for the master
10. Configure a multi-gateway for node 4 (master)
11. Configure routes and routing parameters (node 1, slave)
12. Configure LCR for networking (node 1, slave)
13. Configure routes and routing parameters (node 2, slave)
14. Configure LCR for networking (node 2, slave)
15. Configure routes and routing parameters (node 3, slave)
16. Configure LCR for networking (node 3, slave)
17. Configure routes and routing parameters (node 4, master)
18. Configure LCR for networking (node 4, master)
Related Topics
15.6.10 Scenario 5: Networking OpenScape Office LX/MX/HX and HiPath
3000
OpenScape Office MX, OpenScape Office LX and HiPath 3000 with OpenScape
Office HX can be networked. To do this, the dial plan must be unique in the
network, and either the HiPath 3000 or OpenScape Office LX must be used as a
gateway for OpenScape Office MX.
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Networking Scenarios
NOTICE: Call pickup groups and MULAPs can only be
configured for stations connected to the same node.
PSTN
PSTN
PS
P
ST
TN
N
ITSP IT
IITSP
TSP
SP
ITSP
TSP
P PSTN
ITSP
Node 1, Slave
OpenScape Office MX
700-799
500-599
SIP-Q
Inte
te
ern
rnet
net
et
Internet
Node 2, Master
OpenScape Office LX
Node 3, Slave
ve
OpenScape
Office HX
X
HiPath 3000
600-699
Prerequisites:
NOTICE: The station numbers of HiPath 3000 may need to be
adapted. Open numbering is not supported for networking with
HiPath 3000!
•
The associated HG 1500s are configured.
•
A local OpenScape Office HX is already installed and configured at the HiPath
3000.
Configuration for Node 1 (OpenScape Office MX), Slave
Node ID
1
OpenScape Office MX, IP address
198.6.128.244
Dial plan
500 - 599
Configuration for Node 2 (OpenScape Office MX), Master
Node ID
2
OpenScape Office LX, IP address
198.6.128.245
Dial plan
600 - 699
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Synchronization Status in the Internetwork
Configuration for Node 3 (OpenScape Office HX), Slave
Node ID
3
HiPath 3000 IP address
198.6.128.230
HG 1500 IP address
198.6.128.231
OpenScape Office HX IP address
198.6.128.247
Dial plan
700 - 799
Related Topics
15.7 Synchronization Status in the Internetwork
In an internetwork, the synchronization status is displayed in the Admin Portal,
and the registration status of each node is indicated by colored buttons.
Display of the Synchronization Status
Display
Color
Synchronization status
Red
(display on the home page of
the Admin Portal)
Meaning for the slave
-
The IP address of the master node is
configured, but the slave system could
not register. The slave tries to register
with the master at cyclical intervals.
Yellow
-
The slave is registered with the master,
but the call numbers are not consistent
in the internetwork. This may occur
after a backup/restore or after the first
registration.
Green
If a node is configured as the master,
the status appears as green.
Registration status of the
Red
individual nodes (displayed in
the Network>Node View
Green
dialog)
Alive (displayed in the dialog
Network>Node View)
Meaning for the master
The slave is configured, but the system The slave is configured, but the system
has never registered.
has never registered.
The system is already registered.
The system is already registered.
HiPath 3000 systems are always green, HiPath 3000 systems are always green,
since they do not require registration. since they do not require registration.
Red
Node-specific view of the internetwork: all nodes that are marked in red cannot
be reached. The reasons may be network problems or a failure in the
communication system. This display also shows the status of the HiPath 3000
nodes.
Green
The (external) node can be reached via the network. The own node is always
shown in green.
Related Topics
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Networking OpenScape Office
Survivability (Only LX)
15.7.1 Manual Synchronization in the Internetwork
If the automatic synchronization of the configured call numbers and names
(internal or DID numbers) has not been completed in the other systems of an
internetwork, a manual synchronization can be initiated.
The synchronization process only transfers changes in the configuration.
If the status indicator in the Admin Portal appears as "red", the Synchronization
button can be pressed to try and manually synchronize the data with the master.
In cases where already configured systems in the network can no longer make
calls, the potential cause for the problem must be found elsewhere. If the Alive
status of individual nodes appears as "red", this indicates network problems or
other reasons why the node cannot be reached in the network. In such cases,
activating the Synchronization button will not improve the situation.
Master
When activated on the master node, the slave nodes are requested to update the
phone numbers and names of the system from the master.
Slave
When activated on a slave node, the station numbers and names of the system
are updated on the master. At the same time, the slave node is registered again
at the master node.
Related Topics
15.8 Survivability (Only LX)
Survivability is the capability of a network to maintain service continuity in the
presence of faults within the network. Survivability mechanisms to protect and
restore a connection have been implemented for OpenScape Office LX to avoid
service interruptions.
If an OpenScape Office MX is networked with OpenScape Office LX, and a
network node fails, the subscriber at the LX system is rerouted to a stable network
node of the OpenScape Office MX system. This provides continuity for basic
telephony; however, the features of applications such as myPortal will be
temporarily unavailable.
The time for switching to the standby system can last up to 30 minutes.
If the OpenScape Office LX fails, an attempt is first made to reach it again for a
fixed time period (10 minutes; cannot be changed). It is only when this time has
expired that the phones intended for this purpose are registered at the
OpenScape Office MX. The current statuses of the registered phones can be
viewed in Expert Mode > Diagnosis Logs.
The survivability settings are configured at the OpenStage telephones. If
OpenScape Office LX fails, the phones will initially try to reach it again several
times. A time-out or how often the phone tries to log in again can be configured
via "System Redundancy" setting on the Administration menu of the telephones.
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Networking OpenScape Office
Survivability (Only LX)
The default setting for the timeout is 30 seconds with one retry. After that, the
telephones register at the standby gateway of OpenScape Office MX. The
automatic registration back at the OpenScape Office LX is also configured at the
OpenStage telephones.
The following prerequisites must be satisfied for this survivability functionality:
•
A sufficient number of free ports must be available at the
OpenScape Office MX for the phones connected to the OpenScape Office LX
that need to be "saved" when a network node fails.
•
These free ports at the OpenScape Office MX must not have any name and
call number assigned to them. They must be configured and licensed as
system telephones.
NOTICE: The survivability function can only be set up at the
master node, since the Secondary Gateway parameter (which is
needed for it) can only be set up there. Consequently, in cases
where there are multiple OpenScape Office LX systems in an
internetwork, only a single OpenScape Office LX can use
survivability.
Related Topics
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Application Connectivity
XMPP
16 Application Connectivity
Application connectivity is supported by the system, e.g., with XMPP and
Application Launcher.
Related Topics
16.1 XMPP
XMPP (Extensible Messaging and Presence Protocol) is an Internet standard for
XML routing and is used mainly for instant messaging. XMPP enables the
integration of external communication partners for instant messaging and the
mapping between the presence status and the XMPP status.
XMPP is supported for the following clients:
•
myPortal for Desktop
•
myPortal for Outlook
•
myAttendant
An external XMPP communication partner may be a Google Talk user, for
example. The integrated Openfire XMPP server is externally addressed via port
5269 by default. The connections to other XMPP servers can be secured with
TLS, provided they support TLS. Port 5222 is used to communicate internally with
clients. The ports must be opened in the appropriate firewall. XMPP is disabled in
the system by default and can be configured by the administrator. The required
configuration of XMPP in each client can be performed by the subscriber. External
XMPP gateway servers are not supported. XMPP IDs of external communication
partners must conform to the pattern xmpp:john.public@oso.examplefor-a-domain.com and may be present at the following locations:
•
external directory
•
External offline directory (LDAP)
•
Personal directory (myPortal for Desktop)
•
Outlook contacts (myPortal for Outlook)
IM address field
•
Favorites
Related Topics
Related Topics
• Instant Messaging
16.2 Application Launcher
Application Launcher is a Java-based Windows application for the call-related
control of other applications on client PCs. Application Launcher can be used in
a CRM system, for example, to automatically open the contact form for each
caller.
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Application Connectivity
Application Launcher
Application Launcher provides the following features:
•
Looking up call-related information on a phone number in either the Directory
Service or in system directories
•
Configurable screen pops for incoming calls with call-related information and
buttons for user actions
•
Launching Windows applications or web applications for incoming and
outgoing calls
•
Transfer of call-related information to applications (e.g., phone number, name
of the caller, customer ID)
Related Topics
Related Topics
• Service Center - Download Center
16.2.1 Prerequisites for Application Launcher
In order to use Application Launcher, the client PC must be equipped with the
appropriate hardware and software.
Operating System
Application Launcher can be used in combination with the following operating
systems:
•
Microsoft Windows 7
•
Microsoft Windows Vista
•
Microsoft Windows XP
Local administration rights on a client PC are required for the installation, but not
for automatic updates.
Windows Update
The PCs always need the current status of all available updates, including
Service Packs.
Additional Software
Sun Java >= 1.6.x (see Service Center > Download Center)
Web Services for Mobile Phones
Web services for mobile phones has been enabled in the system for the system
connection. The ports configured in the system must be open in the firewalls on
the LAN and the client PCs.
Directory Service
If Application Launcher is to use the data from the Directory Service, the Directory
Service must be configured in the system. The port configured for this in the
system must be open in the firewalls on the LAN and the client PCs.
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Application Connectivity
Application Launcher
Related Topics
Related Topics
• Configuring myPortal for Mobile and Mobility Entry (LX/MX)
•
OpenScape Office Directory Service
16.2.2 Profile with Configuration Data for Application Launcher
A profile with configuration data for Application Launcher enables the easy and
fast configuration of Application Launcher on all client PCs.
The profile contains all the configuration data, except for the system connection
and the user data. As soon as Application Launcher has been fully configured for
an initial user, as an administrator, you can make that profile with the Application
Launcher configuration data available in the communication system. All other
users can then perform the configuration of Application Launcher by importing
this profile.
Related Topics
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Auxiliary Equipment
Fax Devices and Fax Servers (MX)
17 Auxiliary Equipment
Auxiliary equipment consists of external devices (such as a fax device or door
opener) that are connected to the interfaces of the communication system. Using
an IP-enabled camera, the video surveillance solution Gate View can be
deployed.
Related Topics
17.1 Fax Devices and Fax Servers (MX)
The system supports fax devices and fax servers at a/b interfaces and at S0 or
S2M interfaces (ISDN).
Info on Receiving a Fax
The a/b or ISDN port must be configured as Fax. An incoming fax message on an
external device can be signaled by an LED.
Availability in the System with Previous Fax Numbers
Since it is not possible to forward an analog fax device to a fax number in the
system, the following workaround exists: The previous fax number is configured
in the system and receives the incoming fax messages. For the analog fax device,
a port is configured with the previous number as the CLIP. The Configurable CLIP
check box must be selected for this purpose. Outbound fax messages from the
fax device show the previous number as the sender, unless sent to internal
recipients. Internal stations see the internal number of the fax device.
Fax Servers
Fax servers can be connected via S0 (GMS/GMSA module) or S2M (GME
module) interfaces as follows:
•
All S0 trunks of a Fax server must be connected to the same GMS/GMSA
module. Consequently, up to 8 B channels are available for a Fax server.
Additional Fax servers (again with 8 B channels each) can be connected via
further GMS/GMSA modules.
•
S2M Fax servers must support the QSIG protocol. The pure "ISDN CO mode"
is not supported by the GME module.
Sending Fax Messages with Fritz!Fax
In order to send fax messages with Fritz!Fax via the S0 interface, the 0 station
must be configured as the station type Fax.
System-Specific Information
Every GMAA gateway module allows the connection of two parallel analog fax
devices.
Related Topics
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Auxiliary Equipment
Entrance Telephone and Door Opener (MX)
17.2 Entrance Telephone and Door Opener (MX)
Doorbell activation is signaled as a call at a specified phone (ring destination). A
voice connection is set up if the subscriber accepts the call. The ring destination
user can then activate the door opener on his or her phone.
The call is intercepted if the entrance telephone ring destination is not reachable.
If the intercept destination is not free either, a system search is performed across
all system phones.
INFO: The night service is ignored when signaling a door call.
Configuration options:
•
Door opener:
The door opener is configured via an a/b (T/R) interface and the entrance
telephone must be connected via an adapter. The subscriber can then open
the door by simply pressing a button on the phone during the connection with
the ring destination.
•
DTMF:
This setting specifies whether the door opener is activated by a DTMF
transmitter (DTMF: dual-tone multifrequency), that is, if the ring destination
can open the door with DTMF suffix-dialing.
•
Call Forwarding (CF):
This specifies whether the call from the entrance telephone should be
forwarded to an external call forwarding destination.
Related Topics
17.3 OpenStage Gate View
OpenStage Gate View is a user-friendly entry-level security solution that presents
real-time video images on your OpenStage telephone, PC or - when on the road
- the iPhone.
This enables you to monitor your entrance area and to control and provide secure
access to your corporate premises.
The most important operating steps for users of OpenStage Gate View at an
OpenStage 60/80, an iPhone or a web client are explained in the document Quick
Reference Guide (Ref.No. A31003-P1120-U100-*-19).
Related Topics
17.3.1 Legal Framework
Video surveillance refers to the monitoring of locations with optical electronic
equipment and is also known as "optical room surveillance system". When using
video surveillance, the applicable country-specific regulations and laws must be
observed.
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Country-specific Legal Situation
The legal framework for video surveillance in publicly accessible areas varies
among countries. You should therefore check the legal situation in your own
country.
Areas monitored through video surveillance may need to be identified by a
symbol. A corresponding symbol is usually supplied by the camera manufacturer
and may look something like this:
Related Topics
17.3.2 Components
In order to use OpenStage Gate View, the components Source, Processing and
Presentation are required. All components are connected through a local area
network.
Source
The video source provides the video signal. Cameras from different
manufacturers can be used as the source. Depending on the camera type, a
video converter may be additionally required.
•
IP cameras
•
Analog cameras (in combination with composite/IP converter)
•
Entrance telephones with integrated camera
The interface for processing the video signal is always an IP video stream.
If a commercial network camera is used as a video source, a LAN with Power over
Ethernet (PoE) may be required to connect the camera in some circumstances.
Processing
To process the video signal, the appropriate server software is required.
Depending on which communication system is used, the server may be
maintained separately on a plug PC or integrated in the communication system.
436
•
HiPath 3000
A separate plug PC is required (reference number: S30122-X8001-X83).
•
OpenScape Office MX/LX/HX
As of Version V3R3, the server software is already integrated in these
communication systems. No additional hardware for processing the video
signal is required.
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Auxiliary Equipment
OpenStage Gate View
Presentation
The presentation can occur on different devices. The following devices are
intended for presenting the video signal.
•
Devices der OpenStage Systems Family as of Version V2R0.48.0.
–
OpenStage 60/80 HFA
–
Octophon 660/680 HFA
•
iPhone
Using the iPhone App OpenStage Gate View, available in the Apple
AppStore.
•
Web Browsers
Presentation within the web-based administration software Video
Surveillance System or as Web Client.
The recording of the video signal at the server can be controlled from some
devices.
Related Topics
17.3.3 Function Overview
By using an OpenStage 60/80 HFA telephone, Openstage Gate View makes it
possible to offer a powerful combination of the best voice quality, video
transmission, and door opener functionality on one device.
Features and benefits
•
Video recording on network drive.
•
Different displays of multiple video signals on OpenStage telephones, mobile
phones (iPhone app) or web clients.
•
Simple, password-protected administration via web-based, multilingual
interface.
•
Flexible licensing concept.
•
Integrates into already existing investments (equipment and infrastructure).
Capacity Limits
Depending on the platform on which the server software is running, a different
number of cameras and devices can be used for the display.
•
•
OpenScape Office MX:
–
2 cameras
–
10 OpenStage telephones
–
10 iPhones or web clients
OpenScape Office LX/HX:
–
8 cameras
–
20 OpenStage telephones
–
10 iPhones or web clients
In addition, the maximum number of usable cameras depends on the licenses
procured. In this context, a license corresponds to one camera.
Related Topics
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Auxiliary Equipment
OpenStage Gate View
17.3.4 Menu
This section provides an overview of the menu of the administration software in
OpenScape Office and describes how to set up individual features and
parameters.
An overview of the menu functions is shown below.
Overview
Displays detailed information about each installed camera with editing options.
Surveillance
Displays the video image for each installed camera.
Recording
Enables the configuration of various parameters used to record the video image.
Status
Displays information about the hardware and software of the OpenStage Gate
View system.
Administration
•
Maintenance
Enables the deletion of software and user data.
•
Recording Configuration
Enables the configuration of the recording device (recorder) and the recording
mode.
•
Entrance Telephone (Door Opener)
Enables the configuration of an entrance telephone with assignment of
camera and telephone.
•
User Management
Provides information and settings options for users, profiles and sessions.
•
Cameras
•
–
Installed Cameras
Shows all installed cameras as a list.
–
Add Camera (Auto Discovery)
Displays a list of all detected cameras to automatically install a camera.
–
Add Camera (Manual)
Enables the manual installation of a camera.
–
[Name of the camera]:
Displays detailed information on the selected camera with editing options.
Telephones
–
438
Installed Phones
Shows all installed phones as a list.
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•
–
Add Phone (Auto Discovery)
Displays a list of all detected phones to automatically install a phone.
–
Add Phone (Manual)
Enables the manual installation of a phone.
–
[Name of the telephone]
Displays detailed information on the selected phone with editing options.
Log
–
View Log
Displays the current log file with download option.
–
Download Log
Downloads the current log file.
Related Topics
17.3.5 Initial Setup of OpenStage Gate View
In order to set up the camera and display device, some minimal configuration is
required at the OpenStage Gate View server. The setup is usually completed
within a few minutes. Depending on the LAN infrastructure and the components
used, additional installation steps may be required.
•
First, a camera and a phone are assigned to the server configuration.
•
After this, an OpenStage 60/80 telephone receives the software required to
present the video image and is configured to operate the video function.
If the automatic detection of the camera or OpenStage 60/80 telephone fails, you
also have the option to manually add these devices to the configuration.
Related Topics
17.3.6 OpenStage Gate View Video Recording
OpenStage Gate View enables you to record a video and review it later at any
time and as often as desired.
Recorder / Storage Location
If you are using OpenStage Gate View with the OpenScape Office MX/LX/HX
communication system, the recordings will be stored on a network drive.
When using a plug PC (e.g., with a HiPath 3000), the recordings are stored on
either a network drive or a USB memory stick that is inserted into the plug PC.
If the video recorder is set up, you can just start and stop a recording easily from
the OpenStage phone. In addition, a time-controlled recording is possible.
The recordings are stored in files named with following syntax:

recording-type_date-time_camera-name.file-format
•
recording-type:
–
SCH = scheduled recording
–
MAN = manual recording
–
CYC = cyclic (cyclic recording)
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Auxiliary Equipment
OpenStage Gate View
•
File format: e.g., mp4 or mpeg
Quality and Quantity of the Recording Data
Recordings can be created in varying quality. Recordings with high quality take
up more space than low quality recordings.
Space Usage (%): High Quality: approx. 650 MB for 1 hour; Low Quality: approx.
400 MB for 1 hour.
To limit the space used on storage media for the recording, the percentage of
space reserved for recordings can be set in advance.
For cyclic recording, the length of a cycle can be set from 30 to 120 minutes.
Depending on the amount of storage space available, several files are created,
and the oldest among them are overwritten.
Restrictions
Even when using multiple cameras, only the video image of one camera can be
recorded at any given time.
A scheduled recording has priority over a manually started recording and will stop
the manual recording if required.
Only recordings in mp4 format can be viewed directly in the browser. Recordings
in other video formats must first be downloaded in order to be viewed.
Still images (screenshots) cannot be stored directly, but must be created later
from the stored video.
Recordings are only possible with cameras of known brands. No recording is
possible when the camera brand other is selected.
Related Topics
17.3.7 OpenStage Gate View Entrance Telephone
OpenStage Gateview works with analog entrance telephones (also called door
openers). When someone rings at the door, the video image of the door camera
automatically appears on the OpenStage phone. You can use the video image on
the phone to decide whether the person is to be admitted by pressing a button on
the phone.
Sertting up the Entrance Telephone in the Communication Platform
In order to use the entrance telephone function in OpenStage Gate View, the
entrance telephone must be first set up correctly on the communication platform,
depending on which communication platform is used.
440
•
Setup of the entrance telephone as an analog device at a physical analog port
of the communication platform. It is not possible to use a Mediatrix/AP1120
device to connect an analog entrance telephone at an IP port here.
•
Setup of an entrance telephone button on the OpenStage phone.
•
Setup of the password for the entrance telephone function.
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Auxiliary Equipment
OpenStage Gate View
Only one entrance telephone can be used together with OpenStage Gate View in
each case.
More information on setting up the function in the communication platform can be
found in the appropriate service documentation.
Related Topics
17.3.8 OpenStage Gate View User Management
As an administrator, you can enable the customized usage of OpenStage Gate
View by optionally setting up further users in addition to the default user admin.
With these personal user accounts, you can not only obtain a better overview as
an administrator, but also implement more security in the use of OpenStage Gate
View:
•
Each user has a personal account with a user name and password.
•
You can temporarily block users.
•
You can enforce password changes.
•
You can view the session data of users with their respective IP addresses and
the time of last use and can optionally end active sessions.
•
Using the log file, you can review past activities of different users.
You can create any number of users, edit user data and remove users from the
configuration permanently.
Related Topics
17.3.9 OpenStage Gate View Server Administration
As an administrator, you should keep track of the extensive server data and delete
the information that is no longer required.
•
You can view both the version number of the installed server software as well
as the maximum number of devices and licenses.
•
You can optionally delete phone and user data permanently.
•
You can view the log data of the OpenStage Gate View server and download
it.
Related Topics
17.3.10 OpenStage Gate View Customizations
Most administration tasks have been automated in order to minimize the
customized settings that need to be made manually. However, due to the large
number of different LAN configurations, it may be necessary to make some
individual settings by hand.
•
You can add and remove a camera to and from configuration manually.
•
You can add and remove a telephone to and from configuration manually.
•
On an OpenScape Office system, you can disable the entire OpenStage Gate
View server.
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OpenStage Gate View
Adding a Camera Manually
Many different camera types have already been stored with the appropriate
access data. In such cases, only the camera type needs to be selected, and the
IP address adjusted if required.
If you select an Axis camera, a software version of 5.0 or later must be installed
on this camera.
If the camera is not included in the list, select other and enter the required access
parameters, i.e., the camera IP, port, user name and password as a URL. The
format usually looks like this:

http://<user-name>:<password>@<camera-IP>:<port>
All unlisted cameras should be set up on the camera side as follows:
•
MJPEG as the video format.
•
12 frames per second.
•
Resolution of 320x240 pixels.
Related Topics
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Accounting (LX/MX)
Call Detail Recording (LX/MX)
18 Accounting (LX/MX)
Accounting offers call detail recording, the display of call charges and call
duration, as well as cost control and accounting tools.
Related Topics
18.1 Call Detail Recording (LX/MX)
Call Detail Recording offers Call Detail Recording Central (CDRC) and Account
Codes.
Related Topics
18.1.1 Call Detail Recording Central (LX/MX)
The system can also record the call charge details for all calls of its own system
and transfer this information to a PC for evaluation (Call Detail Recording Central,
CDRC).
For every completed call and/or every incoming call, a call detail record is created.
The call detail records are not numbered. A separate call detail record is recorded
for a new call segment (for example, as a result of transferring or forwarding to
another subscriber). In the case of networked systems, the call detail record is
saved at the system which caused the charges. Charges for internal network
connections are not recorded.
The administrator can activate the following options:
•
Compressed output (no padding with blanks)
•
Suppress last four digits
The last four digits of the destination are suppressed.
•
Log incoming calls
•
Call Duration
•
On Ringing
Start logging on beginning the call
•
Output MSN
The used MSN is logged.
•
Decimal format
•
Display amounts instead of units
•
Outgoing without connection
For example, this gives the calling party proof that the destination station did
not accept the attempted call (marked in the output log with the call time
00:00:00). This option applies to ISDN connections and to all subscribers.
Recording is not performed for
•
premature termination of the call attempt.
•
call attempts that are not allowed (LCR, denied lists).
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Accounting (LX/MX)
Call Detail Recording (LX/MX)
If call charges accrue before the call is set up (as occurs in Austria, for instance),
these are recorded, irrespective of whether or not "Outgoing without connection"
is set.
Call Detail Recording Central takes connections via QSIG trunks into account
only if a trunk code has been configured for them.
The system can display the call charge data using HTTPS in a web browser
(compressed or uncompressed output format) or transfer it to a LAN TCP client.
(Compressed Output Format)
You can evaluate the call details with the application TeleData Office V4.0.
Call charge pulses are converted into monetary amounts using the call charge
factor that is set by the administrator as the currency amount per call charge unit/
pulse.
Compressed Output Format
A call detail record in the compressed output format contains the following fields
delimited by |, i.e., without blanks.
Field
position
Length
Description
1
8
Date (at end of call)
2
8
Time (at end of call)
3
3
Number of seized trunk
4
16
Internal station number
5
8
Duration of incoming call
6
8
Duration of call
7
Max. 25 DID call number
8
11
Call charge pulse/amount
9
2
Additional information (such as incoming call, outgoing call,
transferred call, conference, DISA, call setup charges)
10
Max. 11 Acc. code
11
Max. 11 Only for a point-to-multipoint connection: used MSN
12
6
LCR access code, CO access code
13
2
LCR route used, dial rule
14
Additional data in U.S.:
• PRI Nodal Service
• PRI WATS band
• PRI Carrier Identification Code
Examples of call detail records:
444
•
Outgoing call:
31.03.08|14:18:02|3|107||00:00:02|820609|0.06|2|||0|1|
•
Incoming call:
31.03.08|14:09:51|3|107|00:02|00:00:00|820635||1|||||
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Accounting (LX/MX)
Call Detail Recording (LX/MX)
Uncompressed Output Format
Unavailable information and missing characters are replaced by blanks. The
uncompressed output format is particularly suitable for printing and is only
available for output via HTTPS.
Field position
1
Character
position, Length
1-8 (8)
Description
Date (at end of call): DD.MM.YY
Alignment
Left
(DD = day: value range 01 ... 31, MM = month: value range 01 ...
12, YY = year: value range 00 ... 99)
2
9-16 (8)
Time at the end of a call segment or an unanswered incoming
call: hh:mm:ss a
Left
(hh = hours: value range 00 ... 23, mm = minutes: value range 00
... 59, ss = seconds: value range 00 ... 59)
3
17-19 (3)
Trunk: trunk number
Right
Value range 1 ... 250
4
20-25 (6)
Stations: internal station number, value range 0000000 ...
9999999.
Right
For unanswered calls, this is the last station called (e.g., a hunt
group, call forwarding, call forwarding—no answer). For group
calls, this is the last station entered. For answered calls, the
station that accepted the call is shown. A programmed SNO
prefix (with networking only) is not output.
If the internal numbering was converted to a maximum 7-digit
numbering plan, the converted station number is output.
The internal station number may be preceded by a max. 7-digit
node number If the total resulting from the node number and the
station number is greater than seven, only the last seven digits of
the number are output.
5
26-30 (5)
Ring duration of an incoming external call: mm:ss
Left
(mm = minutes: value range 00 - 59, ss= seconds: value range 00
- 59)
The display occurs for all incoming calls, provided the output of
the ring duration has been configured in the system. If a counter
overflow occurs (duration > 59:59), “59:59” is output. A change in
date or time during system operation can result in this situation.
In the case of an incoming call to a busy station, the ring duration
is "00:00".
6
31-38 (8)
Duration of the call or call segment: hh:mm:ss
Left
(hh = hours: value range 00 ... 23, mm = minutes: value range 00
... 59, ss = seconds: value range 00 ... 59)
If a connection has not been established for an incoming call, 8
blanks are output here. If a counter overflow occurs (duration >
23:59:59), “23:59:59” is output.
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Accounting (LX/MX)
Call Detail Recording (LX/MX)
Field position
7
Character
position, Length
39-63 (25)
Description
Alignment
Dialed or received external station number (if available):
nnnnnnnnnnnnnnnnnnnnnnnnn
Left
(n = dialed or received character: value range 0 ... 9, *, #, ?)
The output occurs for incoming and outgoing calls, to the extent
available. For outgoing calls, the dialed call number or, if
available, the call number transmitted via COLP, is displayed. If
the data protection function is enabled, the last four digits dialed
are replaced by "????" If no station number information is
available, 25 blanks are output.
8
64-74 (11)
Call charge pulses for a call segment: ddddddddddd
Right
(d = digit: value range 0 ... 9)
You can select either call charge pulses or call charge amounts.
Call charge pulses are converted into monetary amounts using
the call charge factor that is defined by the administrator as the
currency amount (including any applicable surcharges) per call
charge unit/pulse.
The following applies when setting the call charge factor:
• With calculation detail: call charge factor = 100% + any
applicable surcharge
• Without calculation detail: call charge factor = amount/unit +
any applicable surcharge
The system records the call charges with or without a surcharge
depending on the calculation detail:
The output always occurs whenever call charges accrue for the
call segment (e.g., even for transferred calls).
446
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Accounting (LX/MX)
Call Detail Recording (LX/MX)
Field position
9
Character
position, Length
75-76 (2)
Description
Information element: additional information
Alignment
Right
Value range: 0 - 9
Meaning:
• 1 = Incoming connection (Voice / 3.1 kHz Audio Call)
• 2 = Outgoing connection (Voice / 3.1 kHz Audio Call)
• 3 = Incoming connection (Other Services)
• 4 = Outgoing connection (Other Services)
• 5 = Incoming connection, routed
• 6 = Outgoing connection, routed
• 7 = int/ext/ext conference with incoming connection / transit
through external transfer
• 8 = Conference with outgoing connection / Transit through
external transfer
• 9 = Outgoing connection via call forwarding to external
destination
• 0 = Call information (caller list) is output immediately on
receiving an incoming call (the output can be suppressed). This
can be used, for instance, for a database search from a PC. In
cases where multiple stations are called, a separate line is
output for each individual station (without ring duration, call
duration, call charge information).
• +20 = Offset as a code for call setup charges (connection setup
without call duration)
• +30 = Offset as a code for a follow-up data record in the case of
– a call duration > 24 h.
– contiguous call segments with the same line/station number
(e.g., after transferring a call or clearing a conference).
• +40 = Offset for a data record with transit code (by an extension
in the subsystem). Can occur in combination with offset +30.
• +50 = Offset as a code for DISA calls
• +70 = combination of offsets +30 and +40
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Call Detail Recording (LX/MX)
Field position
17
Character
position, Length
109-112 (2)
Description
Alignment
Only in the case of a non-activated extended data set:
-
End of Line control character
(Carriage Return CR, Line Feed LF)
18
113-137 (25)
For activated extended data set:
Left
Dialed or received station number (if available):
nnnnnnnnnnnnnnnnnnnnnnnnn
(n = dialed or received character: value range 0 ... 9)
The output occurs for incoming and outgoing calls, if activated.
For outgoing calls, the station number actually sent to the
Exchange (following LCR conversion if required) is displayed.
For incoming calls, the internal station number for the desired
station, i.e., the first station dialed, is displayed.
19
138-139 (2)
End of Line control character
-
(Carriage Return CR, Line Feed LF)
Related Topics
18.1.2 Enabling or Disabling Call Detail Recording (LX/MX)
The Call Detail Recording wizard can be used to activate or deactivate the
central recording of call charges and to configure account codes.
Related Topics
18.1.3 Account Codes (LX/MX)
Account codes (Acc. code) enable call charges or other connection data to be
evaluated on an account-specific basis
ACCT is used in combination with Call Detail Recording Central (CDRC) and is
available to all subscribers.
The subscriber can enter an ACCT at the phone before or after dialing. It is not
possible to dial from a client with ACCT enabled.
An ACCT entered during a conference with external stations is assigned to all
participating calls and trunks.
The administrator can set whether an ACCT should be saved for redialing.
The personal directory (also called a phonebook) can save the code for the ACCT
feature + an ACCT + a phone number together in one entry:
ACCT Input Procedure
The administrator defines the ACCT input procedure in the LCR dial plan:
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Accounting (LX/MX)
Display of Call Charges and Call Duration (LX/MX)
•
Mandatory
The ACCT must be entered before setting up the connection (before or after
seizing a route).
•
Optional
The ACCT may optionally be entered before setting up the connection. IP
phone clients support input during a call, including incoming calls.
ACCT Checking Procedure
The system can check the validity of an ACCT entered for the following types:
•
List verification
Only predefined ACCTs are valid. After a valid ACCT has been entered, the
subscriber can immediately continue dialing. The system rejects an invalid
ACCT. "Incorrect entry" appears on the display and a negative confirmation
tone is output.
•
Check number of characters
All ACCTs that are theoretically possible with the configured number of digits
are valid. After a valid ACCT has been entered by the subscriber, he or she
can immediately continue dialing.
•
No Check
The validity of the ACCT is not checked. ACCTs with less than 11 digits must
be separated from the other digits dialed by the subscriber with “#”. For ISDN
phones, this variant always requires a 11-digit account code; otherwise, no
dialing occurs.
If the subscriber determines during a call that the assigned ACCT is not correct,
he or she can enter some other ACCT. The system will overwrite the currently set
account code. Central call detail recording sends a call detail record after every
segment. therefore, previously completed call segments will be identified with the
old account code number.
Related Topics
18.2 Display of Call Charges and Call Duration (LX/MX)
The call charges and call duration can be shown on the display of system
telephones in various ways.
Related Topics
18.2.1 Advice of Charges at Station (LX/MX)
The system can display call detail information about the current external call as a
currency amount (GESP) on the phone's display.
The amount is added up in call charge memory. A call charge factor is used to
calculate the currency amount on the basis of the call charge units/pulses
received by the network provider. The network provider must support the Advice
Of Charge (AOC) feature.
The call detail information can be transmitted at the following times:
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•
On starting the call and possibly during the call (AOC-S)
•
During the call (AOC-D)
•
At the end of the call (AOC-E)
At the end of the call, the display shows the final charges for the completed call
for about 5 seconds, provided the subscriber has not started some other action.
Call charges for the current call are always displayed when toggling.
If a call is returned as a recall in the case of an unscreened transfer, the overall
amount is displayed and calculated.
A subscriber to whom a call is transferred will only see and be charged for the
relevant amount from that point in time during the call.
The call charge factor is set by the administrator as a currency amount (including
any necessary surcharges) for each call charge unit/pulse.
Related Topics
18.2.2 Call Duration Display on Telephone (LX/MX)
The system can show the duration of outgoing and incoming external calls on the
phone's display.
The format is HH:MM:SS.
System-Specific Information
The feature is a system-wide option (default: disabled).
If the elapsed time display is disabled, the phone's display shows the PSTN's call
detail information instead. If there is no call detail information available, the
display shows the caller's number (if known).
Related Topics
18.2.3 Call-Charge Display with Currency (not for U.S.) (LX/MX)
The system can display the currency amount transmitted for the current external
connection by the network provider on the display of the telephone.
The amount is added up in call charge memory. The network provider must
support the transfer of currency amounts with the Advice Of Charge (AOC-D or
AOC-S) feature.
The currency amount can basically be transferred at the following times:
•
on starting the call and possibly during the call (AOC-S)
•
during the call (AOC-D)
System-Specific Information
The administrator can avoid inaccuracies in recording connection data via the
"Computing accuracy" parameter. The computing accuracy determines:
•
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the number of decimal digits for evaluating the connection data (minimum
currency amount),
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•
the maximum number of currency amounts added up in memory (maximum
total currency amount).
The set computing accuracy must not be lower than that of the ISDN. If the
maximum of three decimal places is insufficient, the system automatically rounds
up the number to the next unit. Values here include.
Computing accuracy
Minimum
currency
amount
Maximum
currency
amount
1
around. 4.3
billion
1 decimal digit
0.1
around 430
million
2 decimal digits (e.g., for Euro)
0.01
around 43 million
3 decimal digits (e.g., for British pounds sterling)
0.001
about 4.3 million
No decimal digits
Related Topics
18.3 Cost Control (LX/MX)
Cost control is offered by the features Expensive Connection Route Advisory and
Toll Fraud Monitoring.
Related Topics
18.3.1 Expensive Connection Route Advisory (LX/MX)
If the System is currently unable to reach a call destination via the least-cost
routing path, it can notify the subscriber of the use of an expensive connection
path via an advisory signal.
The subscriber can thus decide whether or not to conduct the call at that time
despite the expensive connection path. The advisory signal may occur as follows:
•
Text in the display
•
Tone
•
Text in the display and tone
The system issues an advisory message for the expensive connection path if a
corresponding warning has been configured in the routing table and if the system
is not using the route of index 1 of the routing table.
The advisory message is only displayed on the screen if no name is configured
for the associated dial rule. If a name is configured, it is displayed.
Related Topics
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Accounting Tools (LX/MX)
18.3.2 Toll Fraud Monitoring (LX/MX)
The system can monitor connections to detect possible occurrences of toll fraud
(Toll Fraud Monitoring). Monitoring is performed for connections that arrive via a
trunk and then leave via a trunk. The first IP station issues a signal when you
exceed an arbitrary connection duration set and lets you clear down the call.
Monitoring is disabled by default.
Related Topics
18.4 Accounting Tools (LX/MX)
Accounting tools are provided by Accounting Manager and Teledata Office.
Related Topics
18.4.1 Accounting Manager (LX/MX)
Accounting Manager is a Windows application for retrieving call charge data via
HTTPS and evaluating this data using tables and graphics.
Accounting Manager ships with its own documentation. Accounting Manager
retrieves the call charge data of only one respective node. You can also use
Accounting Manager to test the Call Charges interface. You can download
Accounting Manager in the Service Center of OpenScape Office Assistant.
Accounting Manager requires local administration rights and the activation of TLS
1.0 in Microsoft Internet Explorer.
Related Topics
18.4.2 Teledata Office (LX/MX)
Teledata Office combines cost management in the telecommunications area with
the analysis of communications traffic. Teledata Office is a Windows application
for the professional evaluation of the call charge data.
Related Topics
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19 Maintenance
OpenScape Office offers several maintenance options. This includes changing
the telephony settings, backing up and restoring the configuration data, updating
the software with updates and upgrades and restarting/reloading functions. In
addition, appropriate functions to determine status and for monitoring and
maintenance are available. Remote access to OpenScape Office is possible via
different Remote Services.
Related Topics
19.1 Telephony Configuration
The communication system offers various configuration options for telephony,
e.g., date and time, SNTP, customized display, and Music on Hold.
Related Topics
19.1.1 Date and Time (LX/MX)
The communication system features a system clock with date and time. This
system time is shown in myPortal for Desktop and on every terminal's display.
You can define the basic system time or update it as follows:
•
via a time server using SNTP
•
via an ISDN trunk through an outgoing call
•
by a manual setting
System-specific settings are not possible for the system time after activating an
SNTP server.
The time displayed on the terminals may differ from the system time if ever an
SNTP server cannot be reached.
A system time manually set after system startup is always overwritten by ISDN
time information the first time an outgoing ISDN call is made, provided the
network provider transmits this information. If the difference between the system
time manually set and the ISDN time information in a live system is between 2 and
70 minutes, the ISDN time information is applied. Otherwise, the system time
manually set is maintained.
The administrator can select one of the following formats to display the date on
the terminal. The format is additionally dependent on the type of phone:
Date format
Europe
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OptiPoint 410, OptiPoint
420
20. NOV 07
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Date format
OpenStage
OptiPoint 410, OptiPoint
420
USA
Tue 11/20/07
Tue NOV 20.07
International1
Tue 20.11.07
Tue 20 NOV 07
International2
Tue 20.11.07
TUE 20.11.07
If you inadvertently set a date before 2007 as an administrator, you will
subsequently no longer be able to access OpenScape Office Assistant. This will
only be possible after a restart, which resets the date to 01.01.2007.
Related Topics
19.1.2 SNTP (LX/MX)
SNTP (Simple Network Time Protocol) is a simplified version of NTP (Network
Time Protocol), a standard for synchronizing date and time via packet-based
communication networks.
Your system needs a connection to an NTP server to synchronize date and time.
This connection can occur in your local network or on the Internet. A number of
different NTP servers are available on the Internet; you can select one that is
located in your time zone. Note the conditions of use for the relevant server and,
if necessary, request permission.
Related Topics
19.1.3 Telephone Logos
System telephones with a display show the logo as a background of the
Telephony User Interface (TUI).
As an administrator, you can import, assign or delete phone logos for system
telephones with a display. Different types of system telephones may use different
phone logos.
Related Topics
Related Topics
• Updating System Telephones
19.1.4 Customized Display ( (LX/MX)
A customized display enables the company name, for example, to be displayed
on the phone in the idle state.
System-Specific Information
The feature can be used with the following telephones:
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•
optiPoint 410/420
•
optiPoint WL2 professional
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Only the right portion (max. 18 characters) of the second display line, which
displays "OpenScape" by default, can be changed. The text lines up with the left
part of the date if the length of the text allows it:

16:30
FR 29.FEB 08
123456
Post Office Hotel>
Related Topics
19.1.5 Flexible Menus (LX/MX)
Flexible menus allow you to customize the menu items shown on the display of
system telephones.
As an administrator, you can select the menu items to be shown or hidden
individually.
Related Topics
19.1.6 Music on Hold (LX/MX)
The communication system can play back Music on Hold (MOH) to waiting
subscribers during switching operations. Callers hear MOH while in the hold
state, parked state or transfer state. This also applies to callers in the call
distribution queue.
As an administrator, you can transfer audio files with Music on Hold from your PC
to the communication system for use as:
•
alternative internal music
•
additional CON group-specific music on hold
Music On Hold
The administrator can configure the following functions:
•
Music on hold with ringing tone (ringback):
The subscriber on hold first hears the MOH melody during the consultation.
After the party on hold is transferred to the destination, the ring tone is heard
instead of the music on hold.
•
Music on hold without ringing tone (ringback):
The held party will hear MOH until the called party answers the call.
•
No music on hold:
The held party hears nothing (silence). The caller hears the ringback tone in
the event of an unscreened transfer for an external call.
CON group-specific music on hold
As an administrator, you can configure music on hold independently for each of
the 16 CON groups. The communication system generally uses the music on hold
of the CON group of the respective subscriber who initiated the hold or parked the
call. If a CON group does not have any music on hold assigned to it, the internal
music on hold is used for the group.
Related Topics
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19.1.7 Music on Hold / Announcements Wizard (LX/MX)
The Music on Hold / Announcements wizard can be used to transfer audio files
to the communication system and to configure announcements and music on
hold.
Related Topics
19.1.8 Announcements (LX/MX)
The communication system allows on-hold announcements to be activated for
callers before answering a call and also when using call distribution and DTMF
direct inward dialing. Announcement equipment can be connected to an a/b
interface for this. You can also replace the MOH melody in certain situations by
an announcement, for example, if a party is placed on hold or if a subscriber is
busy or being routed.
The administrator can configure internal announcements for single or continuous
playback.
The administrator can transfer additional audio files with announcements from the
PC to the communication system.
An external announcement device must behave like a station, i.e., announce
itself, play the announcement and switch the call (enter consultation hold, dial and
hang up).
Related Topics
19.1.9 User to User Signaling (LX/MX)
The communication system enables the transparent transmission of messages
between stations (user to user signaling, UUS). UUS1 is supported for
information exchange in control messages for connection setup and cleardown.
In the case of a point-to-multipoint connection, it is important to ensure that only
one device transmits a message to an incoming call.
Related Topics
19.1.10 Voice Channel Signaling Security (LX/MX)
The communication system offers a security mechanism that can be set up by the
administrator to prevent undesirable tone injections into the voice channel. No
override is possible for a connection protected by this method. Every station
configured as a Fax device automatically has this signaling security mechanism.
Recalls are deferred until the extension is free again.
Stations on-hold always have signaling security.
Related Topics
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19.1.11 Time Parameters (LX/MX)
The communication system offers the administrator options for setting various
time parameters such as the "length of callback" or the "timer for automatic
redial".
The time parameters are preset in the communication system and should
normally not be changed. The time duration for a time parameter is determined
by the set base (e.g., 1 sec) multiplied by the set factor (e.g., 10), which produces
10 sec., for example.
Related Topics
19.1.12 Controlling Centrex Features (LX/MX)
To control Centrex features, the dial tones for * and # must be transmitted to the
ISDN and ITSP.
As an administrator, you can activate or deactivate this feature.
The input of a code must occur in the dialing state (e.g., after entering the trunk
code). The input always begins with * or #, followed by a digit or digit combination,
and ends with #.
Related Topics
19.2 Backup and Restore
The configuration data of OpenScape Office can be backed up and restored.
The configuration data of OpenScape Office is saved in a backup set. Every
backup creates a separate backup set. Backups can be created manually
immediately or scheduled for automatic execution at specific times.
It is strongly recommended to regularly back up the configuration data as backup
sets.
Different backup media can be used to store the backup sets (such as the local
hard disk of OpenScape Office, a network drive or USB media, for example).
Backup Directory on Hard Disk (MX)
The configuration data of OpenScape Office can be saved in a separate partition
on the hard disk of OpenScape Office MX in the backup directory. This backup
directory is already provided as the standard archive "Hard Disk". The backup
directory can be set up as a network drive, e.g., \\<IP address of
OpenScape Office MX>\backup. All backups stored there can thus be saved
with a customer-specific backup system.
File Share (MX)
The hard disk of OpenScape Office MX makes a portion of the hard disk capacity
available for file storage. This area can also be used by Microsoft Windows-based
operating systems for file sharing on the internal network and is called a file share
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or SAMBA share. The files stored on this file share are not saved by the
Backup&Restore concept of OpenScape Office MX, however, and must hence be
backed up with the customer's own backup system.
Backup Sets for Diagnostic Purposes
"Smaller" backup sets containing diagnostic data for Service Support can be
created for diagnostic purposes. In contrast to normal backup sets, significantly
smaller data amounts are produced for this purpose and can thus be easily sent
with an e-mail, for example. Diagnostics backup sets include, among other things,
the configuration data of the communication system and the UC Suite.
Voicemails, fax messages and announcements are not included.
Related Topics
Related Topics
• Configuration Data for Diagnostics
19.2.1 Backup Sets
The configuration data of the communication system is saved in a backup set.
If the number of backup sets saved exceeds the set value, the oldest backup sets
are deleted.
Backup Set Data
The following data for a backup set is presented:
•
Archive name: Name of the backup set
•
Size: Size of the backup set in bytes
•
Creation date: Date on which the backup set was created.
•
Comment: Comment that was specified when creating the backup set
(optional).
Backup sets that have been grayed out cannot be restored.
Related Topics
19.2.2 Backup Media
The backup sets are stored on the selected backup media.
The following backup media can be used for the backup:
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•
Local hard disk of the communication system
•
Inserted USB storage device
•
FTP/FTPS servers
•
Network Drive
•
Client PC using HTTP (only possible with immediate backup)
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For every backup medium, the maximum number of backup sets to be stored in
the directory can be specified.
USB Storage Device
To use a USB storage device (e.g., a USB hard disk or flash drive) for backup,
the USB device must be inserted and available for the backup. In addition, the
USB device must be formatted with FAT-32. USB media formatted with NTFS are
read-only. Note that if multiple partitions exist, only the first partition can be used
for the backup!
If a bootable USB device is used for the backup, this USB device must be safely
removed after the backup.
Only for OpenScape Office MX: The USB device must be inserted in the USB
server port of OpenScape Office MX. For multibox systems, the USB device may
only be connected to the USB server port of the central box, since the USB server
ports of the expansion boxes are not active.
FTP/FTPS servers and network drives
FTP/FTPS servers and network drives can be added, edited or deleted as new
media. FTP/FTPS servers and network drives may also be specified more than
once if different directories on them are used. SSL/TLS is supported as the
encrypted file transfer protocol (FTPS).
In order to back up the configuration data, the user must have write permission
for the root directory of an FTP/FTPS server. To back up to a network drive, users
only need write permission for the desired directory.
If the transmission speed to the FTPS server is too low, there may be a
malfunction in the backup. If this occurs, the backup must be restarted.
Related Topics
19.2.3 Immediate Backup
The configuration data can be immediately backed up manually.
In order to enable fast and easy backups, the standard archives Hard Disk and
USB Device have been created for backing up to the hard disk of the
communication system or a USB medium, respectively.
The name of the backup set is assigned automatically during the backup. It
includes, among other things, the date on which the backup was performed. If
desired, a comment can be optionally added to identify a backup set more easily
prior to a subsequent restore.
It is not advisable to create a backup using HTTPS, since the saved backup set
cannot be restored using HTTPS. To do this, the backup set would need to be first
copied to another supported medium.
Related Topics
Related Topics
• Upgrading from OpenScape Office V2 LX/MX to OpenScape Office V3 LX/MX
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19.2.4 Scheduled Backup
You can use a schedule to automatically back up configuration data. The time,
frequency and location of the automatic backup is configurable.
The scheduled data backup can be scheduled for a fixed time daily or weekly and
then started automatically. This "backup job" can be created for an internal or
external backup medium. It is not possible to configure multiple backup jobs.
It is not advisable to create a backup using HTTPS, since the saved backup set
cannot be restored using HTTPS. To do this, the backup set would need to be first
copied to another supported medium.
INFO: After updating to V1 R4 or upgrading to V2, the backup
jobs created earlier are lost. Previously created backup sets are
only displayed again after recreating the backup paths.
Related Topics
Related Topics
• Upgrading from OpenScape Office V2 LX/MX to OpenScape Office V3 LX/MX
19.2.5 Restore
The restoration of configuration data must be performed manually using the
backup sets.
All the supported media can be used to restore data; however, it is not possible
to restore a backup set using HTTPS. To do this, the backup set must be first
copied to another supported medium.
INFO: After upgrading to V3, no V2 backup can be restored,
since this would likewise result in inconsistent data. These V2
backups cannot be selected for a restore.
Related Topics
19.3 Updates and Upgrades
Updates provide the latest software available for the system components within a
version. Upgrades, by contrast, replace an older version of the software with a
newer version.
Updates and upgrades are performed with OpenScape Office Assistant. The
version of the installed software is displayed on the start page of OpenScape
Office Assistant. If more recent software updates are available, this is indicated
there.
The following system components are updated:
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•
•
Software of the communication system, including the following:
–
Software of OpenScape Office
–
Software for the OpenScape Office Applications
–
Software of OpenScape Office Assistant
–
Documentation
Software for system telephones (updates can also be performed individually)
The software update should be performed outside the business hours of the
customer, since the communication system and/or the system telephones are
restarted, and existing calls are dropped.
The software for the OpenScape Office applications is updated together with the
software of the communication system. If a more recent software version is
available, users of the OpenScape Office applications are notified via an AutoUpdate message that an update is available and can be installed.
The software can be updated via the Internet web server, an internal web server
or directly via image files. The software update can be optionally started
immediately or by defining the times for the software transfer and software
activation independently.
Updating via a Web Server
In order to perform a software update via a web server, the Internet web server of
OpenScape Office is accessed by default.
However, it is also possible to use an internal web server for updates (see Using
an Internal Web Server ).
The system checks for the presence of new software updates after automatically
setting up a connection to the web server. For new software updates, the starting
time for the software transfer and for the software activation are can be selected.
In the case of slow connections to the web server, it must be ensured that the
software has been completely transferred to the communication system before
starting the activation. To be on the safe side when performing updates via the
internal web server, a time gap of at least 60 minutes or more should be
maintained between the start of the software transfer and the specified time for its
activation.
After the image file has been transferred from the Download area of the web
server to the communication system, the software just needs to be activated.
Following a restart, the newly loaded software will be active.
Updating via an Image File
To update system components, compressed image files containing the software
of the system components are required. These image files can be downloaded
from the OpenScape Office Internet web server and should be independently
stored in an internal directory or on an internal web server. A separate image file
is required for the communication system and for each system telephone type,
and these files must be loaded into the communication system.
The following types of image files are available:
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tgz: for the software of the communication system. The tgz file contains a tar
file. The tar file must be unpacked from the tgz file with a decompressor such
as WinZip or 7-zip, for example. The tgz file is offered for download because
a check can be performed to determine whether or not the file is corrupted
when downloading the software from the server.
•
tar: for the software of the communication system. It contains the packed files
for each system component.
•
app: for the software of the system telephone.
The following options are available for loading the image file to the
communication system:
•
Loading the image file via the internal web server
The image file is located on an internal web server. Access is possible via
HTTP or HTTPS.
•
Loading the image file directly from a directory on the internal network
The image file is located in a directory on a PC in the internal network.
Related Topics
19.3.1 Using an Internal Web Server
The software can be updated via an internal web server.
The current image files must be stored on the internal web server. In addition, the
access data of the internal web server must be entered in OpenScape Office
Assistant. This change can only be performed by an administrator with the Expert
profile. After the access data of the web server has been entered, this will be set
as the default for all future updates of OpenScape Office. In other words, the
internal web server will now be used instead of the Internet web server.
Related Topics
19.3.2 Updating OpenScape Office
On updating OpenScape Office, the software of OpenScape Office and that of the
system telephones are updated concurrently. A full update of all system
components can thus be quickly and easily performed.
OpenScape Office can be updated by an administrator with the Advanced or
Expert profile.
Related Topics
19.3.3 Updating System Telephones
The software of the system telephones can be loaded together with the software
of the communication system via a web server or a single image file on the
communication system. A separate image file is available for each system
telephone type. The phone software can be transferred to all system telephones
associated with this type or to just a single system telephone.
The update of the system telephone software can only be performed by an
administrator with the Expert profile.
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If some specific phone software (image file) is flagged as the default, the
corresponding image will be automatically transferred to any system telephone
associated with this type whenever that phone logs into the system for the first
time.
Related Topics
Related Topics
• Telephone Logos
19.3.4 Software Status
The software status provides information on the current software version, whether
a more recent version is available for an update and whether a new software
version is being loaded into the system.
Related Topics
19.3.5 Upgrading from OpenScape Office V2 LX/MX to OpenScape Office V3
LX/MX
An "Upgrade" updates the OpenScape Office LX/MX V2 version to the new
OpenScape Office LX/MX V3 version. The system components as well as the UC
clients are upgraded. The upgrade is a pure software upgrade. No new hardware
or software prerequisites are involved.
INFO: The number of mobile stations has been increased from
50 to 150 in the V3 version. To enable this, the number of virtual
stations had to be reduced from 80 to 70.
Prerequisites
•
The communication system and the UC clients are currently running the
software version V2 Rx.x.x.
•
The upgrade license OpenScape Office V3 Upgrade has been procured.
Steps to be Performed
1. Back up data from V2
Before the upgrade from V2 to V3 is performed, the current data of V2 must
be backed up to an external medium (USB or network).
2. Perform the full update to V3
The full update updates the communication system and the
OpenScape Office clients to the current version 3.
You can perform the Full Update by two methods:
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Via a web server: the image file is downloaded from either the Internet
web server or an internal web server.
•
Via an image file: The image file is stored on the local PC or in the internal
network.
3. Activate the upgrade license
After the upgrade to V3, the communication system remains fully operational
for a period of 30 days even without the upgrade license (grace period). The
upgrade license must be activated within this time period.
INFO: After a successful upgrade from V2 to V3, a data backup
should be performed.
4. Assign Comfort Plus User licenses to IP stations
During the upgrade to V3, 15 Comfort User licenses from the OpenScape
Office MX V2 basic package are converted to Comfort Plus User licenses.
After the upgrade, assign the Comfort Plus User licenses to the 15 IP stations
with the Comfort User licenses.
5. Update the Factory Default Image (Golden Image)
After the upgrade to V3, the factory default image (golden image) must be
updated. When a factory reset is performed on the communication system,
the current factory default image is loaded. If the factory default image is not
updated, the image of V2 is loaded.
Related Topics
Related Topics
• Immediate Backup
•
Scheduled Backup
•
Licensing
19.3.6 Upgrading from OpenScape Office HX V2 to OpenScape Office V3 HX
An "Upgrade" updates the OpenScape Office HX V2 version to the new
OpenScape Office V3 HX version. The system components as well as the UC
clients are upgraded. The upgrade from HiPath 3000 V8 to HiPath 3000 V9 is
mandatory.
HiPath 3000 V8 can also be upgraded to HiPath 3000 V9 without a license
upgrade. However, only OpenScape Office HX V2 can then be used. OpenScape
Office V3 HX can only be operated on HiPath 3000 systems that have been
upgraded to HiPath 3000 V9 with an upgrade license. The licensing occurs with
HiPath 3000 Manager E.
Prerequisites
464
•
OpenScape Office and the UC clients are currently running the software
version V2 Rx.x.x.
•
HiPath 3000 in Version V8.x
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•
HiPath 3000 Manager E is installed on the admin PC in the required version
V9 R1.x.x, and the admin PC and is connected to the HiPath 3000 V8.
•
The upgrade license to HiPath 3000 V9 and OpenScape Office V3 R2 HX has
been acquired.
•
A more recent CLA (e.g., V1 R20.1.2) is located on the admin PC with HiPath
3000 Manager E.
Steps to be Performed
In order to upgrade OpenScape Office HX to the V3 version and HiPath 3000 to
V9, the following steps must be performed in the specified order:
1. Back up data from OpenScape Office HX V2
Before upgrading from V2 to V3, the OpenScape Office HX V2 data must be
backed up to an external medium (USB or network).
2. Clear the connection between HiPath 3000 and OpenScape Office HX
In order to ensure that no data of HiPath 3000 is written to the SQL database
of the Linux server of OpenScape Office HX during the update, the connection
between the HiPath 3000 and the Linux server, incl. OpenScape Office HX,
must be cleared.
3. Upgrade HiPath 3000 V8 to HiPath 3000 V9
In order to upgrade the HiPath 3000 communication system to Version 9, the
HG 1500 must be first upgraded to V9, and the CDB must then be converted
to Version 9. Finally, the software of the HiPath 3000 must be updated.
4. Update licenses
A new HiPath 3000 V9 license file including the OpenScape Office V3 HX
licenses must be imported into the CLA and loaded into the HiPath 3000 using
HiPath 3000 Manager E.
5. Configure IP trunks for OpenScape Office HX
For all IP trunks to the OpenScape Office HX, the Ext. H.323 entry must be
changed to Ext. SIP.
6. Install SLES 11
Older SUSE Linux Enterprise Server versions (e.g.: SLES 10) are no longer
supported. Consequently, the new version SLES 11 SP1 (32 bit) must be
installed.
7. Install OpenScape Office V3
After the Linux installation has completed successfully, the UC Suite
OpenScape Office V3 must be installed on the Linux server.
8. Restore data from OpenScape Office HX V2
The data from OpenScape Office HX V2 must be restored in the new
OpenScape Office V3 HX.
9. Restore the connection between HiPath 3000 and OpenScape Office HX
The connection between the HiPath 3000 and the Linux server of OpenScape
Office HX must be restored after the upgrade so that the data from HiPath
3000 can be written back to the SQL database on the Linux server of
OpenScape Office HX.
Related Topics
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19.3.7 Upgrading UC Clients from V2 to V3
When upgrading to V3, new software for the UC clients is made available on the
hard disk of the communication system. The administrator must make the new
installation files available to the users of the UC clients. The users must manually
uninstall and reinstall the UC clients on their PCs via the Control Panel. Local
administrator rights are required for this purpose. The supported operating
system versions and the special aspects to be considered for the installation are
described in the Readme first file included with the install files. When
upgrading the UC clients, all personal settings and data are retained.
Related Topics
19.4 Restart, Reload, Shutdown, Factory Reset
You can use the associated wizards to initiate a Restart or Reload of
OpenScape Office and for a controlled shutdown of OpenScape Office MX. In
addition, a restart of the UC Suite (integrated applications) and of the Web
Services can be initiated. A Factory Reset can be used to revert
OpenScape Office MX to its default factory state.
Related Topics
19.4.1 Restarting OpenScape Office
The Restart wizard can be used to initiate a controlled restart of
OpenScape Office.
The following differences must be observed:
•
OpenScape Office LX and OpenScape Office MX
A controlled restart of the communication system occurs. The communication
system will be operational again after the startup.
The startup time depends on system configuration and the OpenScape Office
networking scenario.
•
OpenScape Office HX
A controlled restart of the OpenScape Office portion and the UC Suite
(integrated applications) occurs. The UC Suite will be operational again after
the startup.
During a restart, all active applications such as myPortal for Desktop and
myPortal for Outlook, for example, are disconnected. After the startup, all
connections are automatically set up again.
Related Topics
19.4.2 Reloading OpenScape Office
The Reload wizard can be used to initiate a reload of OpenScape Office.
The following differences must be observed:
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•
OpenScape Office LX and OpenScape Office MX
The communication system is reloaded. After the subsequent startup, the
communication system will be in its default state.
–
All country and customer-specific settings were deleted (system country
code = Germany).
–
The communication system has the default IP address 192.168.1.2 and
the internal IP range 192.168.2.xxx.
–
The licensing is retained.
–
In a multibox system, the configuration of the system boxes is retained.
The system box configured as a central box continues to function as a
central box. The system boxes configured as expansion box 1 and 2
continue to function as expansion box 1 and 2.
The startup time depends on system configuration and the OpenScape Office
networking scenario.
•
OpenScape Office HX
The OpenScape Office portion is reloaded. After the subsequent startup, the
OpenScape Office portion will be in its default state.
–
All custom (i.e., customer-specific) settings of the OpenScape Office
portion (e.g., the User Directory) were deleted.
–
The licensing is retained.
Related Topics
19.4.3 Restarting the UC Suite
The Restart Application wizard can be used by an administrator to initiate a
controlled restart of the UC Suite (integrated applications).
During a restart of the UC Suite, all active applications such as myPortal for
Desktop and myPortal for Outlook, for example, are disconnected. After the
startup, all connections are automatically set up again.
Related Topics
19.4.4 Restarting the Web Services
The Restart Web Services wizard can be used by an administrator to initiate a
controlled restart of the Web Services.
During a restart of the Web Services, the myPortal Web Services are restarted.
Existing sessions of the myPortal for Mobile and myPortal for OpenStage clients
are terminated.
In addition, the XMPP server integrated in the communication system is likewise
restarted.
Related Topics
19.4.5 Shutting Down the OpenScape Office MX Communication System
The Shut down wizard can be used to initiate a controlled shutdown of the
OpenScape Office MX communication system.
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On completing the shutdown, the blue LEDs of all motherboards light up
(operating state "Shutdown"), and the communication system can be turned off
(On/Off switch of all system boxes at position "0").
Related Topics
19.4.6 Factory Reset of the OpenScape Office MX Communication System
A Factory Reset reverts the OpenScape Office MX communication system to the
default factory state.
The following must be observed after a Factory Reset:
•
All system boxes belonging to the communication system will be in the default
factory state. For all system boxes belonging to the communication system,
the factory default image will have been activated. The initial startup
procedure must then be performed for each system box. In addition, multibox
systems must be fully configured again.
•
No previous country- and customized settings will be available.
•
The communication system will be in an unlicensed state.
Factory Default Image (Golden Image)
Every OpenScape Office MX system box is shipped with a Factory Default Image
(Golden Image). This image file contains a defined version of the software for the
communication system and defined versions of the software for the system
telephones.
Related Topics
19.4.7 System Behavior after Pressing the On/Off Switch (MX)
This section describes the system behavior in OpenScape Office MX one-box
and multibox systems when you press the On/Off switch.
INFO: An OpenScape Office MX system box may only be turned
off with the On/Off switch in emergencies.
One-box System
Activity
Effects
Deactivation and reactivation In other words, the communication system is deactivated
with the On/Off Switch
and reactivated in an undefined state.
The communication system will be operational again
after the startup.
INFO: The effect of pressing the on/off switch is similar to
powering down and restarting a PC.
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Multibox System
Activity
Effects on
Central box (CB)
Deactivation and
The CB is deactivated and
reactivation of the
reactivated in an undefined
central box with the On/ state.
Off switch
The CB will be operational
again after the startup.
The gateway modules in EB1
Deactivation and
reactivation of
and EB2 (if present) can no
expansion box 1 with the longer be reached.
On/Off switch
The applications running on
EB1 (e.g., conference, UC
Suite) may be subject to
certain feature restrictions.
Expansion box 1 EB1
Expansion box 2 EB2 (if
present)
A controlled shutdown is
performed for EB1: all services
(e.g., UC Suite) are stopped, and
all current data is backed up
("Reset" operating mode).
A controlled shutdown is
performed for EB2: all processes
are stopped, and all current data
is backed up ("Reset" operating
mode).
EB1 waits till the CB has
restarted. After the startup, the
multibox system will be back in
service
EB2 waits till the CB has
restarted. After the startup, the
multibox system will be back in
service
A controlled shutdown is
EB1 is deactivated and
reactivated in an undefined state. performed for EB2: all processes
are stopped, and all current data
The EB1 will be operational
is backed up ("Reset" operating
again after the startup.
mode).
The gateway modules in EB2 No effects
Deactivation and
reactivation of
can no longer be reached.
expansion box 2 (if
present) with the On/Off
switch
EB2 waits till EB1 has restarted.
The multibox system goes back
in service after the startup.
EB2 is deactivated and
reactivated in an undefined state.
The EB2, and thus the multibox
system, will be operational again
after the startup.
INFO: The effect of pressing the on/off switch is similar to
powering down and restarting a PC.
Related Topics
19.4.8 System Behavior after Unlocking the Module Release Latch of the
Motherboard (MX)
This section describes the system behavior in OpenScape Office MX one-box
and multibox systems when you unlock the module release latch of the
motherboard.
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One-box System
Activity
Effects
Unlock the module release
latch of the motherboard
A controlled shutdown is performed for EB2: all services
are stopped, and all current data is backed up.
On completing the shutdown, the blue LED of the
motherboard lights up (operating state "Shutdown"), and
the communication system can be turned off (On/Off
switch at position "0").
Multibox System
Activity
Effects on
Central box (CB)
Expansion box 1 EB1
Expansion box 2 EB2 (if
present)
Unlock the module
release latch of the
motherboard in the
central box
A controlled shutdown is
performed for CB: all services
are stopped and all current
data is backed up
("Shutdown" operating
mode).
EB1 performs a restart.
The EB2 performs a restart.
EB1 waits till the CB has
restarted. After the startup, the
multibox system will be back in
service
EB2 waits till the CB has
restarted. After the startup, the
multibox system will be back in
service
Unlock the module
release latch of the
motherboard in
expansion box 1
No effects
The EB2 performs a restart.
A controlled shutdown is
performed for EB1: all services
EB2 will be operational again
(e.g., UC Suite) are stopped, and
after the startup.
all current data is backed up
("Shutdown" operating mode).
Unlock the module
release latch of the
motherboard in
expansion box 2 (if
present)
No effects
No effects
A controlled shutdown is
performed for EB2: all processes
are stopped, and all current data
is backed up ("Shutdown"
operating mode).
INFO: If the communication system state is "Shutdown" (the blue
LED is lit on all motherboards associated with the communication
system), the system can be powered down (all On/Off switches in
"0" position).
Related Topics
19.4.9 System Behavior after Initiating a Reset via the Reset Switch (MX)
This section describes the system behavior in OpenScape Office MX one-box
and multibox systems when you initiate a reset (restart) via the Reset switch.
INFO: The Reset (Restart) switch must only be used to reset
(restart) the system box in emergencies.
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One-box System
Activity
Effects
Press the Reset switch <
10 sec.
The communication system undergoes a controlled
restart (reboot).
The communication system will be operational again
after the startup.
INFO: The effect of pressing the Reset switch is similar to
pressing the Reset button on a PC.
Multibox System
Activity
Press the Reset switch
on the central box for
< 10 sec.
Effects on
Central box (CB)
Expansion box 1 EB1
Expansion box 2 EB2 (if
present)
The CB undergoes a
controlled restart (reboot). All
services are stopped, and the
current data is backed up.
A controlled shutdown is
performed for EB1: all services
(e.g., UC Suite) are stopped, and
all current data is backed up
("Reset" operating mode).
A controlled shutdown is
performed for EB2: all processes
are stopped, and all current data
is backed up ("Reset" operating
mode).
EB1 waits till the CB has
restarted. After the startup, the
multibox system will be back in
service
EB2 waits till the CB has
restarted. After the startup, the
multibox system will be back in
service
EB1 undergoes a controlled
restart (reboot).
A controlled shutdown is
performed for EB2: all processes
are stopped, and all current data
is backed up ("Reset" operating
mode).
The CB will be operational
again after the startup.
Press the Reset switch
on expansion box 1 for
< 10 sec.
No effects
The EB1 will be operational
again after the startup.
EB2 waits till EB1 has restarted.
The multibox system goes back
in service after the startup.
Press the Reset switch
on expansion box 2 (if
present) for < 10 sec.
No effects
No effects
EB2 undergoes a controlled
restart (reboot).
The EB2, and thus the multibox
system, will be operational again
after the startup.
INFO: The effect of pressing the Reset switch is similar to
pressing the Reset button on a PC.
Related Topics
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19.4.10 System Behavior after Initiating a Reload via the Reset Switch (MX)
This section describes the system behavior in OpenScape Office MX one-box
and multibox systems when you initiate a reload via the Reset switch.
One-box System
Activity
Effects
Press the Reset switch >
10 sec.
A reload is initiated on the communication system.
After the startup, the one-box system will be in its default
state. All country and customer-specific settings were
deleted (system country code = Germany). The default
IP address of the communication system is 192.168.1.2.
INFO: After the basic settings have been configured using the
Initial Installation wizard, country- and customer-specific data
backups can be reloaded. For more detailed information on the
procedure, see Restore .
Multibox System
Activity
Effects on
Central box (CB)
Expansion box 1 EB1
Press the Reset switch
on the central box for
> 10 sec.
A reload is initiated on the
central box.
A reload is initiated on EB1.
Press the Reset switch
on expansion box 1 for
> 10 sec.
A reload is initiated on the central box.
The multibox system is
The multibox system is
deconfigured, and all system
deconfigured, and all system boxes revert to their initial default
boxes revert to their initial
state.
default state.
Expansion box 2 EB2 (if
present)
A reload is initiated on EB2.
The multibox system is
deconfigured, and all system
boxes revert to their initial default
state.
The multibox system is deconfigured, and all system boxes revert to their initial default state.
Press the Reset switch
on expansion box 2 (if
present) for > 10 sec.
INFO: In order to put the multibox system back into service, an
initial configuration of the multibox system must be performed. For
more detailed information on the procedure, see Multibox
Systems .
Related Topics
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19.5 Inventory Management
The term Inventory Management refers to the process for determining the current
status of the OpenScape Office MX and OpenScape Office LX communication
systems and the hardware configuration of the OpenScape Office MX
communication system.
Related Topics
19.5.1 System Status (LX/MX)
The current status of the OpenScape Office MX and OpenScape Office LX
communication systems can be determined by an administrator with
OpenScape Office Assistant. The following information can be retrieved: status of
the network and interfaces, stations, connection setup, ITSPs, VPNs, the current
dial plan and the IP addresses.
Network Status (MX)
The network status enables information to be retrieved on
•
the current status of a networked OpenScape Office MX communication
system.
In the case of a faulty network, information on the cause of the error is
displayed. An error message appears, for example, when using the WAN
interface to connect a network node, since such usage of the WAN interface
is not allowed.
For more detailed information on networking, see Networking OpenScape
Office .
•
the current status of various interfaces of the OpenScape Office MX
communication system.
Details on the following interfaces can be retrieved:
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Interface
(port)
Displayed information
LAN interface
1 (ADMIN)
IP address: IP address of the communication
system
LAN interface
2 (OUT)
Subnet mask: subnet mask of the
communication system
LAN interface
3 (IN)
MAC address: MAC address of the associated
motherboard
LAN interface
4 (UPLINK)
Max. data packet size (bytes): maximum packet
size in bytes that was selected for this interface.
Motherboard /
Gateway module
Motherboard
IEEE802.1p/q Tagging: Yes (Quality of Service
(QoS) is used.) / No (QoS is not used.)
LAN port: number of this LAN port
Interface is active: yes / no
Ethernet Link Mode: mode (full duplex, half
duplex or automatic) and speed that was
selected for this interface.
DMZ interface Interface is active: yes / no
Motherboard
IP address: IP address of the communication
system for the DMZ (Demilitarized Zone)
Subnet mask: subnet mask of the
communication system for the DMZ
MAC address: MAC address of the associated
motherboard for the DMZ
Ethernet Link Mode: mode (full duplex, half
duplex or automatic) and speed that was
selected for this interface.
Max. data packet size (bytes): maximum packet
size in bytes that was selected for this interface.
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Interface
(port)
WAN port
Description.
Part 1 of 3
Displayed information
DSL at WAN port directly (= activated WAN
port):
Motherboard /
Gateway module
Motherboard
The WAN is used as: DSL
MAC address: MAC address of the associated
motherboard for the WAN
Connection Status: Active / Not active / Waiting
for activity
Dynamic, local IP address: IP address that was
assigned by your ISP for Internet access.
Dynamic IP address of partner: IP address of
the server of your ISP
Domain Name Server 1: IP address of the first
DNS server
Domain Name Server 2: IP address of the
second DNS server
Online time (hours:minutes:seconds): duration
of the connection to the ISP
Terminated pppd daemons: Number of
terminated daemons
Connection forcing packet: number of data
packets transmitted
Transfer statistic: number of inbound and
outbound bytes and packets
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Interface
(port)
WAN port
Description.
Part 2 of 3
Displayed information
TCP/IP at WAN Port via an external router (=
activated WAN port):
Motherboard /
Gateway module
Motherboard
The WAN is used as: LAN connection type TCP/
IP
Interface is active: yes
IP address: IP address of the communication
system
Subnet mask: subnet mask of the
communication system
MAC address: MAC address of the associated
motherboard for the WAN
Ethernet Link Mode: mode (full duplex, half
duplex or automatic) and speed that was
selected for this interface.
Max. data packet size (bytes): maximum packet
size in bytes that was selected for this interface.
Network Address Translation (NAT): Yes (NAT
(for IP addresses) is used.) / No (NAT is not
used.)
Bandwidth control for voice connections: setting
(No, Upload only or Upload and Download) that
was selected for this interface.
Bandwidth of connection (Kbps): bandwidth that
was selected for this interface.
Bandwidth used for voice/fax (%): percentage
value that was selected for this interface
(proportion of bandwidth to be reserved for voice
and fax connections).
IEEE802.1p/q Tagging: Yes (Quality of Service
(QoS) is used.) / No (QoS is not used.)
WAN port
Description.
Part 3 of 3
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TCP/IP at WAN port via an external router (=
activated WAN port):
Motherboard
The WAN is used as: not configured or
deactivated
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Inventory Management
Interface
(port)
S0 interface 1
S0 interface 2
S0 interface 3
Displayed information
B channels: number of maximum possible B
channels and currently seized B channels
Motherboard /
Gateway module
GMS and GMSA
Gateway Modules
DSP: number of maximum possible DSPs and
currently seized DSPs
S0 interface 4
S2M interface
B channels: number of maximum possible B
channels and currently seized B channels
Gateway Module
GME
DSP: number of maximum possible DSPs and
currently seized DSPs
T1 Interface
B channels: number of maximum possible B
channels and currently seized B channels
Gateway Module
GMT
DSP: number of maximum possible DSPs and
currently seized DSPs
Station status
The station status enables the following information on the configured stations to
be retrieved:
•
Station number
•
Name
•
Device type
•
IP address
•
MAC Address
•
Current SW version
•
HW version
•
Status (On/Off)
Status of the Connection Setup (MX)
The dial-up network status enables information on existing connections to PSTN
partners (i.e., Public Switched Telephone Network partners such as public or
home telecommunications networks, for example) to be retrieved.
ITSP Status
The ITSP status enables information on the current status of preconfigured and
any possibly added Internet Telephony Service Providers (ITSPs) to be retrieved.
In addition, it shows which stations were set up for which ITSP.
The status of each ITSP is indicated by the color of the associated rectangle
(green = OK, gray = not activated/configured, orange = at least one of the stations
was not properly configured).
VPN Status (MX)
The VPN status enables information on the configured VPN tunnels to be
retrieved:
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Dial plan
The current dial plan (also called a numbering plan) of the communication system
is displayed.
The dial plan contains all the station numbers and direct inward dialing numbers
and codes currently defined in the communication system.
For more information, see Dial Plan and Codes for Activating and Deactivating
Features (LX/MX) .
Overview of IP Addresses (MX)
The IP addresses configured in the OpenScape Office MX communication
system are displayed.
In addition, the overview also shows with which wizards and which menus in
Expert mode the IP addresses can be configured.
Related Topics
19.5.2 Inventory
The Inventory enables an administrator to retrieve information on the hardware
and software of OpenScape Office MX and the software of OpenScape Office LX
and OpenScape Office HX.
OpenScape Office MX
The following details can be retrieved for every system box belonging to the
OpenScape Office MX communication system:
•
System box X
Among other things, the following information is displayed: MAC address, IP
address, host name, operating system version and software version.
•
Hard Disk Information
Details on memory amounts, including the available and used memory.
•
Gateway Modules
Among other things, the following information is displayed: slot no., type,
serial number, software version and status of all inserted gateway modules.
•
Applications
All applications and their respective statuses are displayed.
In addition, the allocation of call numbers to the motherboards and gateway
modules belonging to the communication system can be retrieved.
OpenScape Office LX and OpenScape Office HX
The following details can be retrieved:
•
Software
Among other things, the following information is displayed: MAC address, IP
address, host name and software version.
•
Hard Disk Information
Details on memory amounts, including the available and used memory.
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Automatic Actions ( (LX/MX)
•
Applications
All applications and their respective statuses are displayed.
Related Topics
19.5.3 Hardware Configuration (MX)
The hardware configuration of the OpenScape Office MX communication system
is identified by the number of system boxes and motherboards and by the
gateway modules plugged in.
The following layout is used for the hardware configuration in
OpenScape Office Assistant.
The example shown illustrates the hardware configuration in a two-box system.
The central box (box 1) is equipped with a motherboard (slot 1: module type:
MAIN) and two gateway modules (slot 3: module type: GMSA and slot 4: module
type: GMS). Slot 2 is empty.
The expansion box (box 2) is equipped with a motherboard (slot 1: module type:
MAIN) and two gateway modules (slot 3: module type: GMSA and slot 4: module
type: GMSA). Slot 2 is empty.
Related Topics
19.6 Automatic Actions ( (LX/MX)
This function can be used to define actions to be executed once or at regular
intervals. These actions are then executed automatically by the communication
system at the set time.
Related Topics
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19.6.1 Garbage Collection Automatic Action
The automatic action Garbage Collection enables an automatic garbage
collection to be performed on the communication system.
The color of the list item displayed in the menu tree indicates the status of the
action (green = action activated, red = action not activated).
Start/Stop Action can be used to enable or start an inactive action (red list item)
and to disable or stop an active action (green bullet point).
The automatic action Garbage Collection is disabled by default.
Related Topics
19.6.2 DLS Notification Automatic Action
The automatic action DLS Notification can be used to initiate an automatic login
at an external DLS server on starting up the communication system.
The color of the list item displayed in the menu tree indicates the status of the
action (green = action activated, red = action not activated).
Start/Stop Action can be used to enable or start an inactive action (red list item)
and to disable or stop an active action (green bullet point).
The automatic action DLS Notification is disabled by default.
Related Topics
19.7 Monitoring and Maintenance of OpenScape Office
OpenScape Office offers different functions for monitoring the current status of
the system and for finding and resolving errors.
Related Topics
19.7.1 Checking the Network Connection (MX)
The network connection between the OpenScape Office MX communication
system and the target address can be checked by using an ICMP (Internet
Control Message Protocol) request.
Echo request packets can be sent via both the Ping and Traceroute functions.
The corresponding echo reply messages are displayed together with the roundtrip times.
The Traceroute function sends echo request packets with various incremental
TTL (Time-To-Live) values.
Related Topics
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19.7.2 SNMP (Simple Network Management Protocol) (LX/MX)
The Simple Network Management Protocol (SNMP) is a network protocol which
can be used to monitor and operate networking components (such as routers,
servers, switches, printers, PCs) from a central station (management console).
The protocol controls communication between the monitored components and
the monitoring station.
SNMP describes the structure of data packets that can be sent and the
communication procedure. SNMP was designed so that all network-capable
devices can be included in monitoring. SNMP-based network management tasks
include
•
monitoring networking components,
•
performing remote control and remote configuration of networking
components,
•
error detection and notification.
Devices known as "agents" are used for monitoring. These are utilities that run
directly on monitored components. These utilities are able to record the status of
components, make settings, and trigger actions. SNMP allows the central
management console to communicate with the agents over a network.
Management Information Databases (MIB)
The volume of data that can be administered via SNMP is defined in MIBs
(Management Information Base). MIBs are data models that describe the
networking components to be administered in an established manner. The
OpenScape Office MX MIB can be downloaded via the
OpenScape Office Assistant (service center).
OpenScape Office MX has a separate SNMP agent that allows access to various
system data that is stored in its MIB or Management Information Base. The MIB
provides basic system information, status information, event-related data, and
information on installed hardware (slots) and configured connections (ports).
SNMP supports the central monitoring and administration of networking
components, including OpenScape Office MX itself. It is possible to
•
address the OpenScape Office MX over the TCP/IP protocol.
•
access data over external management applications.
•
perform remote maintenance activities.
•
visualize the operating status of OpenScape Office MX.
•
transmit service-specific errors (Traps).
Communities
Access to the SNMP data (MIBs) is governed by communities. A distinction is
made here between read, write, and Trap communities. Each community has a
specific IP address.
To enable read access to SNMP data (MIBs) on a PC, for example, the IP
address of this PC must be entered in the list of read communities. To enable read
and write access, the IP address must be entered in the list of write communities.
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Trap Communities are used to manage the recipients of error messages (traps).
Traps
When problems occur in OpenScape Office MX, traps are generated to indicate
errors and failures. The following types of traps are available:
•
System traps = System errors that require immediate action for recovery.
•
Performance Traps = Information on performance problems that do not
require corrective action.
Traps are classified by their effects and can be retrieved by an administrator with
the Expert profile using the OpenScape Office Assistant. A list of all traps
received is displayed with the following information:
Table column
VarBind1 (Severity)
Meaning
Trap effect classes
The following entries are possible:
Critical: Error Message. This error causes problems.
Major: error message. This error could cause problems.
Minor: error message. The error has no problematic
consequences.
Warning: report of a possibly problematic procedure or
status, but not an error message.
Deleted
Information: plain status messages, no error messages.
Intermediate status
Other traps
VarBind2 (Name)
Trap name
Generic Name
General Description such as Enterprise Specific, for
example
Specific Name
Trap type (1 = software, 2 = hardware)
Enterprise
–
Time
Time of error
Index
List number
Trap display is updated every 30 seconds. Traps are sorted in the sequence of
occurrence.
Trap details can be displayed by clicking a trap name.
Related Topics
19.7.3 Manual Actions
Many different logs (diagnostics data and diagnosis logs) can be loaded via
manual actions.
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Administrators with the Advanced profile can load diagnostic data (diagnosis
logs) by using the Trace wizard.
Administrators with the Expert profile can load diagnostic data (diagnosis logs) in
Expert mode.
The following logs can be loaded:
Protocol
Trace log
Explanation
Application case
Standard trace file, if trace profiles have been activated.
No special application
A selection can be made between the following options:
• Complete Trace Log: The full set of trace log files is
downloaded.
• Log from Today: The trace log files of the current day (as of
00:00 hours) are downloaded.
• Own Selection: From: XXX To: YYY: The trace log files of
the selected time period are downloaded.
Event Log
Only for
OpenScape Office LX/MX
Admin Log (also called
Admin Protocol)
Actions/events of the communication system (Reset, On/Off,
etc.)
No special application
Messages about administration processes at the
communication system (login attempts, etc.)
No special application
Messages about the communication system components that
require licenses
Problems with licensing (the
license file cannot be activated,
and so on)
Only for
OpenScape Office LX/MX
License Protocols
Only for
OpenScape Office LX/MX
Customer Trace
Only for
OpenScape Office LX/MX
Framework Protocol
Messages for the customer trace are provided in a more
No special application
detailed format than in the trace log, for example (remote login,
ITSP login, etc.).
Messages of OpenScapeOffice Assistant
Problems with licensing,
backup, restore or with
OpenScape Office Assistant.
Diagnosis logs of the communication system (FP/LDH)
System crash or uncontrolled
shutdown of the communication
system
Messages of the individual slot modules
Problems with gateway modules
(gateway module does not start
up properly, crashes, etc.)
Only for
OpenScape Office LX/MX
Diagnosis Protocol
Only for
OpenScape Office LX/MX
Slot module protocols
Only for
OpenScape Office MX
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Protocol
OpenScape Office
Protocols
Explanation
Messages of the UC Suite of the communication system (UC
Suite, CSP and MEB logs)
Only for
A selection can be made between the following options:
OpenScape Office LX/MX • Complete Trace Log: All UC Suite, CSP and MEB log files
are downloaded.
Application case
Problems with the UC Suite and/
or the client
(myPortal for Desktop,
myAttendant, etc. )
• Log from Today: The UC Suite, CSP and MEB log files of
the current day (as of 00:00 hours) are downloaded.
• Own Selection: From: XXX To: YYY: The UC Suite, CSP
and MEB log files of the selected time period are
downloaded.
All log files are archived together in a compressed file. The
following file naming conventions apply to the
OpenScape Office logs: UC Suite log files =
vs_yyyy_mm_dd.log, CSP log files =
csptrace_yyyy_mm_dd.log, MEB log files =
mebtrace_yyyy_mm_dd.log.
Messages of the application side of the communication system Problems with the application
side of the communication
(for example, CSP protocols)
Only for
system
OpenScape Office LX/MX An administrator with the Expert profile can select between the
following options in Expert Mode:
Application Protocols
• Complete Trace Log: All log files are downloaded
• From: xxx To: YYY: The log files of the selected time period
are downloaded.
All log files are archived together in a compressed file.
System Diagnosis Logs
Diagnosis logs of the communication system
No special application
Messages for the Point-to-Point Protocol
Problems with Dial-In or DialOut connections
Only for
OpenScape Office LX/MX
PPP Logs
Only for
OpenScape Office LX/MX
CoreLog Protocol
CoreLogs are created for resets, etc. (e.g., memory dumps at a System crash or uncontrolled
PC).
shutdown of OpenScape Office
After the desired logs have been selected, a compressed file is created and
stored in a specified directory.
Related Topics
19.7.4 Traces (LX/MX)
Traces can be used to record the execution of individual program steps and their
results during the execution of a program. In combination with further diagnostics
data, an incorrectly executing program can be traced back to the source of the
error. The individual traces to be recorded and their respective levels of detail are
configured via the trace profiles and trace components.
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INFO: Activating traces can have a negative impact on system
performance and must hence only be performed by experienced
administrators and only after consulting with the responsible
Service Support.
The console trace, in particular, requires substantial system
resources and thus has an adverse effect on the performance of
the communication system.
Networking
In order to diagnose networked communication systems, the trace data of each
individual node must be collected separately. It is not possible to acquire the trace
data of networked communication systems centrally.
Trace Format Configuration
The Trace Format Configuration function can be used by an administrator with the
Expert profile to define which header data is to be included in the trace output and
how the trace data is to be formatted.
Header data for the trace output (all options are activated in the default setting):
•
Global Trace Header Format Settings
If this option is enabled, the options for the following header data can be
activated or deactivated.
•
Subsystem ID
•
Task Name
•
Task ID
•
Time
•
Module Name
•
Line Number
Formatting the Trace Data
•
Full formatting with parameter expansion (default) = large data volume,
normal trace performance. Default setting
•
Limited formatting (message types binary, special X-Tracer format) = medium
data volume, fast trace performance.
•
Limited formatting (expansion of basic data types only) = low data volume,
very trace performance.
•
Performance optimized trace without parameter expansion = very low data
volume, extremely fast trace performance.
INFO: Note that adding more trace header data and extensive
trace data formatting will decrease the overall trace performance.
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Trace output interfaces
This function enables an administrator with the Expert profile to define the
interfaces for the trace output.
Trace output
interface
File Trace
Explanation
Switch File Trace On
Default setting
Enabled
Trace messages are entered into a log file.
The following settings apply when the option is
enabled:
Max. Trace Quota (kByte): 2097152 (Max.
size of the trace memory)
Policy to handle reach of max. quota. You
can choose between Wrap Around (delete
oldest file) and Stop temporarily the file
trace.
Time between creation of new trace files
(sec): 900
Time period for which trace files are
available: The actual time period is specified.
Trace via LAN
Switch Trace via LAN On
Not activated
Trace messages are transmitted via the LAN
interface.
The following setting applies when the option
is enabled: Timer value = 25 sec. (delay
period until data is transmitted.)
Trace log
If the trace output interface Switch File Trace On is enabled, the resulting log files
can be transferred by an administrator with the Expert profile to a PC or deleted.
Digital Loopback
This function can be used by an administrator with the Expert profile to enable
loopbacks for the B channels of the S0, S 2M and T1 interfaces of existing gateway
modules, if any.
Event Viewer / Customer Trace Log
The Event Viewer wizard can be used by an administrator with the Advanced
profile to start the event display (customer trace) In addition, the customer trace
log file can be copied to a PC or deleted.
The following functions, which can be started using the wizard, are described
here:
•
Displaying or Editing Event and Customer Trace Logs
•
Downloading or Opening the Event Log / Customer Trace Log
•
Clearing the Event Log / Customer Trace Log
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Administrators with the Expert profile can start displaying the customer trace log
file in Expert mode. In addition, the customer trace log file can be copied to a PC
or deleted.
Call Monitoring
The Call Monitoring function can be used by an administrator with the Expert
profile to monitor the connection setup and cleardown of the trunk and station
interfaces (ports) of the communication system.
After selecting the desired port and starting the trace, the individual events are
logged. Every event is logged with a sequential number, the time, the call number
involved and the affected port. In addition, the state of the event is entered.
Possible entries in the State: column:
State
Explanation
Idle
Port is idle.
Call Initiated
Port is ready.
Overlap Sending
External sending of digits
Outgoing Call Proc
End of dialing
Call request
Waiting for ALERT.
Call Present
Port is ringing.
Active
Port is in talk state
Hold
Port is on Hold.
Disconnect Indication
Request to disconnect an active call
Direct
Port is in Speaker call/Direct answering mode.
Intrusion
Override is enabled at the port
Call Back A
Callback: Station A
Call Back B
Callback: Station B
Busy
Port is busy.
Error
Port is in Error state
Disconnect PI
Wait for Disconnect from PI (Progress Indicator)
Sensor
Signal was sent by Sensor
Conference Master
Conference Master
Paging
Port is in process of using Paging
Help Dial
Associated dialing is used at the port.
Remote
Trunk port is used for remote administration or DISA.
ACD
Universal Call Distribution
Call Monitor
Call monitoring is used at the port.
Unknown State
Unknown Status
Possible entries in the Event column:
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Event
Explanation
Setup
Trunk: incoming or outgoing seizure
Setup Ackn
Trunk: seizure acknowledgment
Info
Trunk: Info (Number Digits)
Call Proc
Trunk: unevaluated end-of dialing
Progress
Trunk: additional info for call setup
Alert
Trunk: evaluated end-of dialing
Connect
Trunk: connection of B channel
Connect Ackn
Trunk: acknowledgement of connecting B-channel
Disconnect
Trunk: request for disconnect
Release
Trunk: acknowledgement of disconnect
Release Compl
Trunk: connection released
Monitor On
Trunk/Station: start call monitoring.
Monitor Off
Trunk/Station: end call monitoring.
Off Hook
Station: handset goes off hook
On Hook
Station: handset goes on hook
Digit
Station: digits are dialed
The Call Monitoring log file can be converted to a readable format via the ISDN
message decoder. The ISDN message decoder can be downloaded form the
Service Center of OpenScape Office Assistant.
H.323 Stack Trace
This function can be used by an administrator with the Expert profile to set the
H.323 Stack Trace Configuration. The level of detail for the trace can be defined
via trace levels (0 = lowest level of detail to 4 = maximum level of detail). The
following settings can be selected for the H.323 stack trace output:
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Trace output
interface
Console Trace
Explanation
Switch Console Trace On
Default setting
Not activated
H.323 Stack Trace messages are output on
the console.
File Trace
Switch File Trace On
Not activated
H.323 Stack Trace messages are written to a
log file.
The following settings apply when the option is
enabled:
Max. size of the trace buffer = 50000 bytes
(amount of data stored in the buffer.)
Max. size of the trace file = 1000000 bytes
(maximum size of the log file.)
Trace Timer = 60 sec. (delay period until data
is written to the log file.)
By activating and/or deactivating H.323 modules, you can define for which
components of the H.323 stack trace the process and status information is to be
recorded. The status of each H.323 module is indicated by the color of the
associated bullet point (green = H.323 module active, red = H.323 module
inactive).
The H.323 Stack Trace log can be transmitted to a PC or deleted.
Trace Profiles
Trace profiles define what data is to be recorded and at what level of detail. Trace
components are assigned to a trace profile. This allows you to specify for which
system components the process and status information should be logged by the
trace profile.
Predefined trace profiles are also provided. In addition, an administrator with the
Expert profile can also create his or her own profiles. When you start a trace
profile, logging is activated via this profile. When you stop the profile, logging is
deactivated.
•
490
Administrators with the Advanced profile can start and/or stop trace profiles
by using the Trace wizard. The status of every trace profile is indicated by the
color of the associated list item (green = trace profile active, red = trace profile
not active). Start/Stop can be used to enable or start an inactive trace
component (red bullet point) and to disable or stop an active trace component
(green bullet point).
Load Trace is used to transfer the generated log files to a PC or open them.
Delete Trace is used to delete the generated log files.
The following functions, which can be started using the wizard, are described
here:
–
Downloading Traces / Trace Logs
–
Clearing Traces / Trace Logs
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•
–
How to Display all Trace Profiles
–
Starting a Trace Profile
–
Stopping a Trace Profile
–
Downloading Diagnostics Data / Diagnosis Logs
Administrators with the Expert profile can collectively stop all trace profiles
and selectively start and/or stop individual trace profiles in Expert mode.
In the menu tree display, the color of the list item indicates the status of the
trace profile (green = trace profile is activated, red = trace profile is not
activated). Start/Stop Trace Profile can be used to enable or start an inactive
trace component (red bullet point) and to disable or stop an active trace
component (green bullet point).
By selecting Display Trace Profile you can view the details of the desired
trace profile: This includes the profile name, details about write protection and
the status of the profile, as well as information on when, i.e., for which
problems, this trace profile should be used. In addition, you can see which
trace components belong to the trace profile.
Trace Profile
Application case
Analog_subscriber_and_trunks Failed functions of analog stations or analog trunks
Only for OpenScape Office MX
Charging_data
Wrong or missing charge data.
Default
Trace profile with the factory default settings
DHCP
New LAN components do not get IP addresses
Only for OpenScape Office MX
Display_problems
Missing, incorrect or delayed display on screens of the
connected phones.
External_CSTA_application
Interrupted function between communication system
and external application.
Gateway_modules
Gateway modules are not put into service.
Only for OpenScape Office MX Gateway modules are not in service.
The gateway module status is not displayed correctly in
OpenScape Office Assistant.
Integrated_voicemail_faxmail
Voicemail not installed.
Wrong greetings when forwarded to voicemail.
No voicemail recording possible after greetings.
Voice recording was interrupted.
No notification about new message.
Fax was not received in the fax box.
Fax was received in the wrong fax box.
Fax transmission was interrupted.
License_download
Licenses cannot be loaded from the License server.
License file cannot be loaded and applied.
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Trace Profile
Licensees
Application case
Licensed components are not interpreting licenses
correctly.
Licensed functions are working incorrectly or do not
work at all.
Licenses were lost.
Network_DMZ
No access to DMZ
Only for OpenScape Office MX
Network_LAN
No access to LAN.
Network_WAN
No access to the WAN (e.g., DSL).
Only for OpenScape Office MX
RAS_or_Internet_access
No RAS or Internet connection.
Only for OpenScape Office MX RAS or Internet connection was dropped.
SIP_connections
SIP phones or Access Points cannot register or lose
registration.
SIP Phones cannot be called.
No registration at the ITSP possible.
Cannot make calls to ITSP.
Calls from ITSP are not signaled at phones.
DTMF signals cannot be sent or received over ITSP
connection.
Faxes cannot be transmitted or received over the ITSP
connection.
Voice_fax_connection
Missing or garbled voice or fax connection.
Wrong display.
False LED signals.
Interrupted calls or faxes.
No Music On Hold
User cannot make or answer call.
Call not ringing at phone.
No dial tone.
VPN
No access via VPN.
Only for OpenScape Office MX The VPN connection was interrupted.
Web-based management
Login at OpenScape Office Assistant not possible.
Configuration data not applied.
Configuration data lost at second invocation of a web
page.
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Trace Components
Trace components can be used to record the process and status information of
individual components of the communication system.
All trace components can be stopped together and started or stopped individually
by an administrator with the Expert profile. Starting and stopping a trace
component activates and deactivates the recording. The level of detail for the
trace can be defined via trace levels (0 = lowest level of detail to 9 = maximum
level of detail).
The color of the list item displayed in the menu tree indicates the status of the
trace component (green = trace component activated, red = trace component not
activated). Start/Stop Trace Component can be used to enable or start an
inactive trace component (red bullet point) and to disable or stop an active trace
component (green bullet point).
A Trace Component display shows the subsystem name, the trace component
index, the set trace level, the status information and whether or not the trace
component is currently active. If a trace component needs to be edited, apart from
changing the trace level, the trace component can also be started or stopped.
TCP Dump
A TCP dump is used for monitoring and evaluating data traffic in an IP network.
An appropriate application is required for the diagnosis of the TCP dump files.
TCP dumps are often used to
•
generate a LAN trace for a short period of time (e.g., for a reproducible error
image).
•
allow authorized service technicians to remotely access a LAN trace, for
example via SSDP.
Advantages over RPCAP daemon: remote access is possible, so trace files do
not have to be sent by e-mail
Disadvantages compared to RPCAP daemon: long-term traces are not
meaningful; limited storage space, no capture filter can be set, more complex
handling for several individual trace