Communication for the open minded

Siemens Enterprise Communicationswww.siemens.com/open

InformationOpenScape ComAssistant V2

OpenScape ComAssistant is an innovative solution that ensures the optimum availability of employees with the benefits of computer-assisted telephony. It enables employees to set up and customize their communications in accordance with their special needs.

Today’s enterprise is faced with an over-whelming array of communications possi-bilities that often hinders internal produc-tivity and irritates customers. Despite this fact, employees are expected to be respon-sive, sales-oriented and productive, regard-less of whether they are working remotely, traveling or visiting customers. Change is critical and it's about employing technol-ogy in order to optimize results – bringing the surge of communication under control, resulting in better use of company time, human resources, and revenue opportuni-ties. A key component in facing the com-munication challenge is enabling employ-ees to manage communications efficiently and effectively. Siemens has the answer: OpenScape ComAssistant.

All incoming and outgoing calls are logged transparently in a journal. Users can also view all calls that have not reached them and then respond to them immediately, e.g., by initiating a callback. In addition, incoming calls can be filtered and for-warded to any other phone or directly to a voicemail system. OpenScape ComAssis-tant thus supports employees in maintain-ing a balance between constant accessibil-ity and undisturbed time for working on important business activities.

OpenScape ComAssistant provides two dif-ferent web-based user interfaces: a WebCli-ent and a WebPortal. Users can select the user interface they prefer for accessing a variety of CTI functions. The appearance of the user interface can be individually adapted by each employee. The subdivision of the window and the content contained in the various panes can be customized.

The main features offered by OpenScape ComAssistant include:

• Initiating simple phone calls using Click & Dial as well as more intricate tele-phony functions such as setting up con-ferences, consultation calls and call transfers.

• Call journal of incoming and outgoing calls with filter options. Direct callbacks from the journal.

• Access to global directories (using LDAP) and integration of private directories and contacts from Microsoft Outlook.

• Search function across multiple directo-ries and selection from the hit list with a mouse click

• Optional synchronization of personal directories with the global directory.

• Activation of the One Number Service, e.g., to make calls via the office tele-phone easily and cost-effectively

OpenScape ComAssistant helps company professionals:

• to focus on revenue-generating oppor-tunities, without being distracted by routine activities

• to always be available for real-time com-munication requests and respond to them flexibly

• to ensure that critical communications are correctly received, regardless of the medium or location

• to filter out low-priority information and concentrate on activities with higher pri-orities

• to manage calls and messages without problems, even if they are not at home or at their workplaces

OpenScape ComAssistant WebClient OpenScape ComAssistant WebPortal

Overview of functionsTelephony functions

Employees can call a phone number or sub-scriber by clicking on the appropriate entry in the speed-dial list, a shared directory, the journal or the search results.

Once a connection has been set up, addi-tional features such as alternate, consulta-tion and conference calls are available.

Hotkey functionality enables a number to be called from any application (only under Microsoft Windows).

Call Forwarding (redirection)

The appropriate settings for forwarding calls can be easily defined by the employ-ees themselves via the user interface.

A distinction can be made here to specify whether all calls are to be forwarded unconditionally, to differentiate between internal or external calls or to forward calls only after a timeout.

Directories (address books)

All employees are provided with their own personal directories in which they can man-age their own contacts.

Shared directories can be created to sup-port collaborative work on projects and in teams.

Global directories are linked using LDAP.

Call Journal

Incoming and outgoing calls are logged in a personal call journal, which can be accessed via a web browser in the office or any PC connected to the Intranet.

When working in a team, the journal can also be made available to other team mem-bers.

Voicemail box

Received voicemail messages are displayed and can be retrieved via the phone or PC.

In addition, users can optionally save their messages as WAV files.

OpenScape ComAssistant also supports direct callbacks to callers.

Working in teams

OpenScape ComAssistant offers several features to simplify communications within a team.

The individual employees within a team have more flexibility when answering other team members’ calls or forwarding incom-ing calls to other members in the team. The availability of individual team members is displayed to the other employees in the team.

One Number Service

This function enables employees to use OpenScape ComAssistant at any workplace (device). The phone number of the device for outgoing calls is defined for this pur-pose.

Rules Interpreter

The OpenScape ComAssistant rules inter-preter can be used to filter calls in accor-dance with defined criteria and then exe-cute some specific action.

The following filtering criteria, which may be combined, are available: caller's num-ber, call type (internal/external), forwarded calls, and date and time.

Support for multiple business groups

This feature enables large corporations to treat in-house companies separately, e.g. with their own directory access, or to sell managed services to these companies.

Support for multiple time zones

OpenScape ComAssistant supports two time zones for an employee:

A static home time zone and a mobile time zone.

The mobile time zone can be defined by employees who are away on business trips.

The time zones are taken into account in the journal and in the rules.

Integration in Business Portals

Integration in IBM Sametime, IBM WebSphere or SAP Portal is possible.

Copyright © Siemens Enterprise Communications GmbH & Co. KG

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

Hofmannstr. 51, D-80200 München, 12/2009

Reference No.: A31002-S2620-D100-4-7629

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. Subject to availability. Right of modification reserved. The trademarks used are owned by Siemens Enterprise Communications GmbH & Co. KG or their respective owners.

Technical DataOpenScape ComAssistant supports Microsoft Internet Explorer 6.0 (or higher) and Firefox 1.5 (or higher).

Supported server operating systems and databases

• Microsoft Windows 2003 (up to max. 2,000 users)

• SUSE Linux Enterprise Server 9 or 10

• MySQL 4.18 (up to max. 2,000 users) or SolidTech 4.5

For more than 3,000 users, appropriate frontend servers and possibly load balanc-ers are needed for load distribution. Up to 6,500 users can be supported per frontend server.

Supported communication platforms

• HiPath 2000 V1.0 and later

• HiPath 3000 V5.0 and later

• HiPath 4000 ab V1.0 and later

• HiPath 8000 V2.2 and later

Maximum number of users

Max. 50,000 users

Supported languages

German, English, French, Italian, Spanish, Portuguese, Brazilian Portuguese