OpenScape Office MX V2 Contact Center



The multimedia OpenScape Office Contact Center is a powerful solution for the optimal allocation and handling of calls, e-mail and faxes. Intelligent, skills-based routing ensures that customers are always connected to the most qualified agent.

From version two of OpenScape Office MX on the Contact Center function is integrated part of the OpenScape Office MX 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.

Configuration overview


No external PC is required for the operation of OpenScape Office MX Contact Center as it is integrated within OpenScape Office MX.

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

Requirements
Beyond OpenScape Office MX V2 platform no additional HW/SW is needed for OpenScape Office. From a certain quantity of agents on a two box system is required.

Preconditions
The following must be ensured for correct operation:


 * Integration of openScape Office MX V2 in a LAN environment, including the administration settings such as the IP settings.


 * The general requirements for integration of OpenScape Office MX V2 into LAN have to be fulfilled. The Contact Center does not need additional ressources.


 * 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 MX V2 apply

Voicemail and Faxes
The same statements and requirements as for OpenScape Office MX V2 apply

Firewall
The same statements and requirements as for OpenScape Office MX V2 apply

Networking
OpenScape Office ContactCenter is released operation in stand alone (single node)systems

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

Software Delivery
OSO Contact Center is integrated part of OpenScape Office MX V2 SW.

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 into Open Scape Office MX V2 using the integrated Web based management of the system. CLA / CLM are not necessarily required.

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.–

License Structure for OpenScape Office Contact Center with OpenScape Office MX V2
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. For OpenScape Office MX, three different basic license packages are available for basic operation which contain different number of user and comfoat users.

License Assignment OSO MX V2
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. License data The following information about the licenses is displayed: –	MAC Address: MAC address of the communication system, to which the licenses are bound. –	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.

Other important sources within this Wiki for OpenScape Office

 * How to collection and tutorials for OpenScape Office with HiPath 3000
 * OpenScape Office FAQ