Communication for the open minded

Siemens Enterprise Communicationswww.siemens-enterprise.com

InformationOpenScape Office Contact CenterAn Integrated Contact Center for Small and Medium Businesses

Improve customer service, reduce missed calls, and increase sales efficiency with OpenScape Office Contact Center.

Presence-aware Multi-media Contact Center

OpenScape Office Contact Center provides convenient functions for the intelligent dis-tribution of voice calls, faxes and emails, as well as powerful functions for wrapping up calls and for configuring queues and sche-dules. Integration with OpenScape Office’s presence capabilities improves team visibili-ty and ensures that calls aren’t missed by absent agents.

Gruppenbasiertes Routing, sowohl für Agenten in einer Gruppe als auch für Agen-ten in mehreren Gruppen gleichzeitig, steht Ihnen ebenso zur Verfügung wie VIP-Funk-tionen und oder die Funktion „bevorzugte Agenten“. Mit dem Contact Center stehen 20+ Standard Reports zur Verfügung.Durch die Zuteilung eines Profils, d.h. "Nied-rig" (Agent), "Mittel" (Supervisor) oder "Hoch" (Administrator), können die Rechte eines myAgent-Benutzers eingeschränkt oder erweitert werden.

Queues

Queues are the foundation of every contact center, since they enable calls, faxes and e-mails to be handled on the basis of priorities and waiting times when all stations (i.e., agents) are busy. Queues can be designed and configured via a graphical user inter-face. This can be achieved by simply drag-ging and dropping any of the available agents to generate a queue.

Inbound calls, faxes and e-mails are auto-matically and optimally assigned to the next available agent based on the longest idle time station and the highest skill level. Fa-xes and e-mails are distributed to stations with the associated class of service (autho-rization).

Callbacks

If the expected waiting period in the queue is too long, callers can choose to leave a callback request. Callback requests are sent to agents via myAgent in the form of a voi-cemail, and the caller’s position in the queue is retained even after they have hung up.

Scheduling

Schedules enable you to specify which queues should be used on which days and at what times. Besides these schedules, you can also define independent holiday sche-dules and thus design your queues with even more flexibility.

VIP Customer Support

OpenScape Office Contact Center allows you to define VIP customers who can reach agents on a preferential basis. This can be done by simply selecting the customers from the external directory and assigning them a VIP status.

Skills-based Routing

Each agent can be assigned a skill rating on a scale of 1 to 100 that indicates their ability to handle calls within a specific queue. Each agent can have a different skill rating for each queue they belong to: for instance, an agent can have a 95 rating for Sales and a 40 rating for Technical Support. OpenScape Office Contact Center then uses these ra-tings to intelligently route calls to the most skilled available agent, ensuring that custo-mers always receive the best support avai-lable.

Visual Call-Flow Editing

It is possible to easily customize the custo-mer’s experience through the OpenScape Office Contact Center call flow editor. Easily add or move objects such as waiting music, option menus, and voicemail prompts to ensure that the customer experience is effi-cient, informative, and convenient.

Preferred Agent

You can ensure that particular customers customers enjoy a more consistent experi-ence by assigning them to the same contact person within your Contact Center using the Preferred Agent function. You can easily select the customer from the external direc-tory in OpenScape Office and then assign a specific agent to that customer.

Popups

For all distributed calls, faxes and e-mails, agents can be optionally presented with po-pup windows in which they can then enter the relevant data for new contacts or edit the prior history of the customer for exis-ting contacts. Consequently, no informati-on on your customers is ever lost. In addition, it also ensures that every agent is always presented with up-to-date informa-tion on every caller.

Breaks

You can freely define many different types of breaks for your Contact Center, which your agents can then select and activate as required, ensuring that there are no missed calls when agents are away from their desks.

Wrap-up Codes

"Wrap-up" refers to all the typical activities that need to be performed by agents after they have completed a call. Administrators can define the wrap-up time and also spe-cify whether or not an agent can or must enter one or more wrap-up codes after each call is completed. These wrapup codes can then be evaluated in a report, for example, in order to obtain a quick overview of how many calls, faxes and e-mails were handled in your contact center for a specific product.

Reports

Over twenty-five standard reports are offe-red in the Contact Center Basic Package. These reports are useful for determining patterns and trends and thus enable you to proactively control and improve the perfor-mance of your contact center. Real-time views keep you up-to-date on an ongoing basis and present you with a constant over-view of the current workload in your Con-tact Center.

Thresholds and alarms can be defined per queue so that a supervisor can be acousti-cally or visually informed whenever the de-fined thresholds are exceeded.

Caller List

The Caller List contains detailed informati-on on all the calls, faxes and e-mails of your Contact Center. The scope of the informati-on displayed here depends on the individu-al authorization level as an agent, supervisor or administrator.

myAgent is the primary user interface for OpenScape Office Contact Center agents, supervisors and administrators. A wide vari-ety of functions for processing calls, faxes and e-mails are available to the user, depen-ding on his or her authorization level.

The Desktop functions include:

● An intuitive and simple user interface for processing:– Calls– Callback requests– Faxes– E-mails

● Reportable availability status

● Presentation of real-time statistics

● Instant Messaging

● Display of waiting calls, faxes and e-mails

● Requests for assistance

● Available agents can be integrated in the call processing flow via telephony functions or with a mouse click.

● Reports

● Display of the availability status of all in-ternal OpenScape Office subscribers

● Access to the caller list

● Live Recording (depending on legal requirements)

User Level

Users can be assigned to one of the follo-wing user levels:

● Agent● Supervisor● Administrator

Technical Data

Max. Values for Contact Center● Agents: 64● Groups: 50● Queues: 50 ● Supervisor: 64

OpenScape Office Server min. requirementHW requirement:● At least 1 GB RAM● At least 300 GB free hard disk space● 2400 MHz Pentium processor or

comparable● Network interface (LAN >= 100Mbit/s)● DVD drive● Broadband internet access for software

upgrades

SW requirement:Standard openSUSE Linux 10.3 with KDE in-terface, 32-bit installation

OpenScape Office myAgent Client Minimum requirements for clients:

● Operating system: – Microsoft Windows XP SP3 (32-bit)– Microsoft Windows Server 2003 SP2

(32-bit)– Microsoft Windows Vista SP1 (32-bit)

● Hardware– 2 GHz CPU– 512 MB RAM for Microsoft Windows

XP SP3 (32-bit)

● 1 GB RAM for Microsoft Windows Server 2003 SP2 (32-bit) and Microsoft Win-dows Vista SP1 (32-bit) – 100 Mbit/s LAN– SVGA (800x600) screen resolution

Terminal server operation, Citrix server operationmyAgent can be used in terminal server/Ci-trix server environments under the follo-wing conditions. Project-specific approvals are also possible.

Note: The customer is responsible for termi-nal server/Citrix server environments inclu-ding hosted services and virtual environments.

● Software requirements – Microsoft Windows Server 2003 SP2

as terminal server + Office 2003 SP3 with myAgent installed on the server

– Microsoft Windows Server 2003 SP2 as terminal server + Office 2007 SP1 with myAgent installed on the server

– Microsoft Windows Server 2003 SP2 as Citrix Presentation Server 4.5 Plati-num Edition + Office 2003 SP3 with myAgent installed on the server

– Microsoft Windows Server 2003 SP2 as Citrix Presentation Server 4.5 Plati-num Edition + Office 2007 SP1 with myAgent installed on the server

● Hardware requirementsThe number of installable myAgent cli-ents depends on the server performance the the amount of available memory. If further applications are used on the ser-ver, their the RAM requirements must be taken into account.

To operate myPortal clients the following additional RAM requirements must be ta-ken into account: – Approx. 5,000 kbps for the first in-

stance – Approx. 5,000 kbps for every additio-

nal use

myAgent

Siemens Enterprise Communicationswww.siemens-enterprise.com

Copyright © Siemens EnterpriseCommunications GmbH & Co. KG

Siemens EnterpriseCommunications GmbH & Co. KGis a Trademark Licensee of Siemens AG

Hofmannstr. 51, D-80200 Munich; 05/2009

Reference No.: A31002-P1000-D101-1-7629

The information provided in this brochure contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as descri-bed or which may change as a result of further develop-ment of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifica-tions are subject to change without notice. OpenScape, OpenStage and HiPath are registered trademarks of Sie-mens Enterprise Communications GmbH & Co. KG.All other company, brand, product and service names aretrademarks or registered trademarks of their respectiveholders. Printed in Germany

Communication for the open minded

Memory requirements have a base value which is determined under the follo-wing constraints: There are no other applications running in addition to myAgent. Additional con-tact folders, LDAP databases or connec-tions such as Outlook calendar integration were not taken into account.

Note for Citrix server operation: The Windows taskbar on the Citrix ser-ver client should only be used in one height unit so that myAgent popups re-main visible and accessable.

Supported HiPath SystemsHiPath 3800 V8

Languages

Phone support

de en dk fr it nl pt se sp tr pl no fi

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Endgerät myAgent

OpenStage HFA yes

optiPoint 500 yes

optiPoint 410 HFA yes

optiPoint 420 HFA yes

OpenStage SIP no

optiPoint 410 SIP no

optiPoint 420 SIP no

CMI no

Analog no

S0 no

Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications solutions that use open, standards-based architectures to unify communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. This promise is underwritten through our OpenScale service portfolio, which includes international, managed and outsource capability. Siemens Enterprise Communications is owned by a joint venture of The Gores Group and Siemens AG. The joint venture also encompasses Enterasys Networks, which provides network infrastructure and security systems, delivering a perfect basis for joint communications solutions.

For more information about Siemens Enterprise Communications or Enterasys, please visit www.siemens-enterprise.com/open or www.enterasys.com

Note: Siemens Enterprise Communications & Co K.G. is a trademark licensee of Siemens AG.

HiPath, OpenOffice, OpenScape and OpenStage, are registered trademarks of Siemens Enterprise Communications & Co K.G. or its affiliates. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.