OpenScape Office HX V2 Contact Center



From version two of OpenScape Office application suite on the Contact Center function is integrated part of the OpenScape Office application suite. The Contact Center uses HW / SW ressources of OpenScape Office application suite like database and  announcements wherever it is possible. The operation of the contact center is licensed controlled. For Contact Center user two additional clients are available.


 * myAgent
 * myReports

Description within this article refers to:
 * OpenScape Office MR2 Contact Center (with HiPath 3000)

Configuration overview


In combination with HiPath 3000 an external PC with OpenScape Office is required.

Features in detail
More information about OpenScape Office Contact Center feature set can be obtained from the datasheet.



Requirements
The same HW and SW requirements apply as for OpenScape Office with one exception:

OpenScape Office Contact center requires a HiPath 3800 system with STMI module. HiPath 33xx and 35xx systems are not released.

Preconditions
The following must be ensured for correct operation:


 * Integration of the Linux PC in a LAN environment, including the administration settings such as the IP settings and firewall
 * Installation of a virus scanner
 * Installation of SUSE security hot fixes (optional)
 * Security tools (such as a Firewall, virus scanner, AppArmor, or Intrusion Detection System (optional)) should not adversely affect the OpenScape Office functions
 * Server PC ist connected via HiPath HG 1500 STMI
 * External links to the Contact Center must be routed over ISDN lines. Analog and SIP trunk connections are not supported

Client - Device
Overview about interoperability of clients and phone devices:

Virus Scanner
The same statements and requirements as for OpenScape Office itself apply

Voicemail and Faxes
The same statements and requirements as for OpenScape Office itself apply

Firewall
The same statements and requirements as for OpenScape Office itself apply

Networking
OpenScape Office ContactCenter is released for connection to stand alone (single node) HiPath 3000 systems. The integration into HiPath 3000 networks (multinode) is currently not supported.

LAN

 * A fixed IP address for OpenScape Office must be configured.
 * The Internet Protocol Version 6 (IPv6.) is not supported by OSO.
 * LAN Interface Module (LIM) is not suppoprted to connect HiPath 3000

Operating systems
OpenScape Office is not released for virtual machines (e.g., VMWare)

Documentation
Many documents in various languages are available for OpenScape Office. As there are:


 * Featuredescriptions
 * Datasheets
 * Administration manuals
 * User manuals

On one hand administration- and user manuals are available on the OpenScape Office Server direcly and can be downloaded using the Servicecenter within the Web Based management. On the other hand the documents can be downloaded from the "E-Doku" Server using the Portal. E-Doku Server offeres feature descriptions and datasheets in addition

Some of the most important technical documents for OpenScaoe Office are available here for download. For actual revisions E-Doku Server has to be checked.

Additional articles within this Wiki
FAQ Fequently asked questions for OpenScape Office

How To repository

How to
Following How To are available
 * How to install OpenScape Office

Contact Center Software
OSO Contact Center SW is part of the OSO SW deliverey. No special package for contact center has been created.

Licensing
The features of OpenScape Contact Center office are licensed. A grace period is available. During this grace period (typicaly 30 days), the product is fully functional. If the licensing is not completed before the grace period expires, the system will only operate in Emergency mode thereafter.

License handling
Based on the order data, a license key can be obtained via the Central Licensing Server (CLS) for a licensed item. For CLS access an account is required.

All licenses have to be imported at first into HiPath 3000 system. The administration software HiPath 3000 Manager or the Customer License Agent (CLA) / Customer License manager (CLM) can be used for this purpose

After first connection of OpenScape Office PC to Hipath 3000 the licenses are transmitted automatically to OpenScape Office. After synchronization the licenses can be and assigned to users with the OpenScape Office Assistant.

License structure for OpenScape Office Contact Center with HiPath 3000
For operation of OpenScape Office Contact Center the licenses within the blue and orange fields of the following picture are required. Of course OpenScape Office UC - user licenses can also be combined with contact center licenses.

For operation of OpenScape Contact Center following licenses are required at minimum


 * Basic system license
 * Basic contact center license
 * Agent licenses



Remark

The System License is curently not available seperately. It is included within one of the the following marketing packages:


 * OpenScape Office V2 Basic Package for HiPath 3800 V8
 * OpenScape Office V2 Contact Center Basic License Package for HiPath 3000/5000 V8

License assignment
The myAgent license are assigned permanently to individual subscribers with OpenScape Office Assistant. The number of 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.

Within the OpenScape Office Assistant following information about the licenses is displayed:


 * Product Name: Name of the communication system.
 * Feature: Feature for which the license has been assigned.
 * Number of licenses used: Shows the number of used and available licenses.
 * Status: Status of the license.

Add on Products
OpenScape Office Unified Communications features / client applications can be combined with OpenScape Office Contact Center.


 * myPortal
 * myPortal for Outlook
 * myAttendant

If myPortal and myAgent are used concurrently under the same user account, there may be limitations on the functionality. Please also refer to the corresponding notes in the Release Notice.