Cover slide for OpenScape Office V3 Product Overview Presentation.

Cover slide for OpenScape Office V3 Product Overview Presentation.
Customer Presentation Cover slide for OpenScape Office V3 Product Overview Presentation.

Agenda 1 Communication is changing… 2 Our Offering 3 Deployment 4
Use Cases 5 Best practices 6 Next steps February 2011

Communication is changing
MSN Messenger Presence - that allows you to see if your friends are online Voice / IM Chat - that lets you communicate and chat instantly Chat - that allows you to keep in touch with your family and friends Integration – have all your conversations and contacts in one place Apps – download and use them to make your life easier SMS - Quickly talk and chat with friends on the go and receive instant feedback What are you using for Business? No real integration between PC and Communications Phones just talk - PC just compute … and they don‘t work together No ability to keep track of colleagues No way to instantly chat by voice or IM You are missing out!!! February 2011

Wouldn‘t it be amazing to have…
Presence - that allows you to see if your colleagues are available Voice / IM Chat - that lets you communicate and chat with your colleagues and business partners Outlook Integration – Have all your s, voic s, messages and faxes integrated on your desktop Smartphone – Use your preferred mobile device and integrate it into your daily business life And have even more ? Drag & Drop Conferencing Personal Auto-Attendant Device Interworking All in a single solution! Drag & Drop Conferencing – Have a conference call with your most important contacts with just a few mouse clicks and save on travel costs and other external 3rd party solutions Personal AutoAttendant – provides your contact the options to get in touch. Instead of just leaving a voic they can press a button and be transferred to your mobile or another person Interworking – Combine your PC, desktop phone and Smartphone to communicate with your customers and contacts independent of your current device and location Providing all these services in a easy to deploy product, Business grade features integrated in a All-in-one solution Seamlessly across multiple office locations February 2011

Communications Today Why your technology may be let you down
Cross-site employee communication & collaboration Rising customer service expectations Increasing reliance on communication & collaboration to conduct business Dissatisfied Customers Less productive & unhappy employees Mobility becoming increasingly fundamental to business Employees demand the same communication capabilities as in their personal lives Growing range of uncoordinated communications technologies Issues & Impact Rising customer service expectations Issue: Customers want to get information faster and more professionally demanding companies to respond as quickly as possible Impact: SMBs have to increase employees reachability. It is key to accelerate response time and improve first-contact resolution, helping to improve overall customer satisfaction Cross-site employee communication & collaboration Issue: Globalization is an important topic, also SMBs are working in multi-location environments. Site expansion is also typical as small and medium sized businesses grow Impact: This usually leads to poor reachability, increased organizational complexity and thus slowing down the business processes Increasing reliance on communication & collaboration to conduct business Issue: In order to grow a successful business, SMBs have to communicate with their customers and partners quicker and more effectively. SMBs are challenged more than ever to streamline collaboration processes to support changing project teams as well as stationary, mobile or in-travel work patterns Impact: Projects are delayed, development cycles are extended by up to 30% Employees demand the same communication capabilities as in their personal lives Issue: Many, often younger employees in the company want to utilize new UCC applications, such as chat, and apps, which they already using in their home environment to stay in touch with family and friends.The same features are also now expected at the workplace (e.g. see above and also including Smartphone Integration) Impact: Inefficient Communication, frustrated employees. Employees might also consider job opportunities in different companies. Growing range of uncoordinated communications technologies Issue: Another driver for UCC is the increasing variety of communication and collaboration technologies, such as Voice, , Chat, Conferencing etc. People are having a difficult time to keep track of those different and parallel communication channels. Impact: Inefficient Communication, frustrated employees. As a result less productivity Mobility becoming increasingly fundamental to business Issue: Employees are often on the go, either on their own campus and office, or on the way to the customer and therefore have no access to required information and communications tools. Impact: Poor reachability , possible project and process and thus lower productivity February 2011

OpenScape Office V3 UC for SMBs
Communications Today Addressing your communications challenges today & tomorrow Cross-site employee communication & collaboration UCC Networking Rising customer service expectations Call Me Personal Auto-Attendant Contact Center Increasing reliance on communication & collaboration to conduct business Drag & Drop Conf. Group Chat Chat with 3rd party IM OpenScape Office V3 UC for SMBs Dissatisfied Customers Less productive & unhappy employees Mobility becoming increasingly fundamental to business Employees demand the same communication capabilities as in their personal lives Mobile Clients One Number Service Call Me Growing range of uncoordinated communications technologies UC functionality on any device Social Media (IM & Pr.) Rising customer service expectations To support higher reachability OpenScape Office offers SMB customers - Call Me: Set any phone to receive inbound calls (office, wireless, mobile phone) while always displaying the office number for outbound calls - Personal Auto-Attendant: Provide callers with a professional customized menu of options when users can’t be reached (EX: Press 1 to record a message OR Press 2 to call my mobile.) - Integrated Multi Channel Contact Center: Presenting a full of suite of contact center features (routing of voice, fax and ) from a single desktop view (call queue information, relevant customer information pop-ups accompany incoming calls, access customer data and call history) Cross-site employee communication & collaboration OpenScape Office uniquely simplifies communication and collaboration allowing multi-site offices to operate as one system, by a single Extended UC Domain. - UCC Networking provides Network-wide Presence and Chat, Single Directory and Unified Management. Increasing reliance on communication & collaboration to conduct business By making communication capabilities easier to access and use as part of the users daily business, OpenScape Office is providing - Drag & Drop Conferencing: Get conference calls up and running in just a few mouse clicks - Group Chat: Group your team members and send out instant messages to your whole team at once. - Chat with 3rd party IM: Stay in touch with important business partners, chat with them and also see their availability Employees demand the same communication capabilities as in their personal lives In order to communicate more effectively and to be an attractive employer, OpenScape Office is delivering all the ways to communicate (voice, conferencing, , instant messaging, fax) - UC functionality on any device: Choose a broad range of clients (my Portal for Desktop, myPortal for Outlook, myPortal for Mobile, myPortal for OpenStage) - Social Media (IM & Pr.): With social media integration like external chat and presence we can now address UCC beyond company borders Growing range of uncoordinated communications technologies OpenScape Office takes all the ways of communication (person-to-person and conference calls, , instant messaging, fax etc.) and integrates them into one place (e.g. Desktop, Outlook), so there is no need to switch between programs, contact lists, accounts and all other things that can slow down even the most simple communications. Mobility becoming increasingly fundamental to business OpenScape Office provides all of the mobility features needed to deliver unified communications to users wherever they are. - Mobile Clients: UC access via myPortal for Mobile for web-enabled smartphones (e.g. iPhone, Android, Blackberry) - One Number Service: Be reachable at a single number regardless of location or device - Call Me: Set any phone to receive inbound calls (e.g. home office phone, mobile phone, or maybe your hotel room phone) while always displaying the office number for outbound calls Seamless Integration into MS Outlook February 2011

OpenScape Office Addressing the needs of SMB customers
OpenScape Office Uniquely simplifies communications through an “All in One” UC Solution for single and multi-site SMBs Make the smart investment in OpenScape Office and: The most complete all-in-one UC solution presence, telephony, mobility, conferencing, IM, voic , directory, fax, contact center Easy-to- access & use Intuitive clients, seamlessly integrated in MS Outlook, independent of your current location or device Easy-to- install & manage supporting single and multi-site installations, as well as virtualized deployments Get more done Serve your customers better Lower your communication costs! February 2011 8

OpenScape Office Simply the best Unified Communication and Collaboration solutions for SMBs!
The most complete All-in-One UC offering for SMBs including Voice, Presence, Conferencing, Messaging, IM, Fax and Contact Center The most flexible and scalable deployment from standalone to multisite, from converged to full IP, as appliance, on standard server and for virtualized environments The most innovative user experience for PC Desktops, MS Outlook, Smartphones/Mobile, Desktop-Phones Make the smart investment with OpenScape Office Get more done – Server your customers better – Lower your communication costs February 2011 Page 9 9 9

OpenScape Office Solution Overview
Common OpenScape Office UCC solution combines Mobility Voice Messaging Contact Center UC Network Services Social Media Session Control Network-wide User Management Presence Federation WLAN Management Call Data Recording Administration and Licensing SIP Trunking Enhanced OpenScape Office MX OpenScape Office LX New OpenScape Office HX All-In-One UC appliance solution Supporting up to 150 users Pure Software UC enabling virtualization Supporting up to 500 users Server-Based UC solution for HiPath 3000 installations Supporting up to 500 users Click here for more information Click here for more information Click here for more information Broadband = SIP and Internet Digital = BRI / PRI Analog = Analog Enhanced Enhanced New Click here for more information on clients & devices February 2011

OpenScape Office The Most Comprehensive UC Solution for SMBs
Expanded Features Browser-based UC client for mobile devices IM Presence Federation with external connectivity (XMPP) SIP enhancements, support of SIP phones for OSO application, Video Client, Fax via SIP trunks New OpenScape Office UC Solution Expanded Deployment First Virtualized UCC Software Solution for SMBs OpenScape Office LX/HX UC features – network-wide for SMBs with multiple locations up to 1000 network users New OpenScape Office LX Software UC solution Supporting up to 500 users New OpenScape Office MX All-In-One UC Solution Supporting up to 150 users Server-Based UC solution for HiPath 3000 installations Supporting up to 500 users OpenScape Office HX* *) to be released with MR Q4/2011 February 2011

OpenScape Office V3 What’s New – Highlights Details
OpenScape Office User Enhancements OpenScape Personal Edition S (Video) OpenStage 60/80 UC enhancements Access to Presence Capabilities Visible Control of Voic Expansion of Device Features Customizable and extended myPortal client (click to dial) Instant Messaging with Multi User Chat and external connectivity Enhanced Open SIP Architecture – open up user features New Fax Features (Serial Fax, Journals and API) Centralized User Management in Networks User Settings changeable with Service/Admin Access New User Profile Templates to speed up installation Virtual User Interface for easy error tracking Extended Serviceability Mobility Enhancements OpenScape Office UC mobility via myPortal while working away from the desk Networking Scalability OpenScape Office MX to support 150 users OpenScape Office LX to support 500 users Support of 1000 users in the network Virtualization of OSO LX based on VMware vSphere Voice and UC Networking between MX and LX Systems Network-wide UC features (Attendant Services, Presence, Messaging and Conferencing) Voice Networking between HiPath 3000 and OpenScape Office MX and LX systems February 2011

OpenScape Office The All-in-one UC Solution to Your Communications Issues!
Visible Voic Integrated Presence Fax Mailbox Live Call Recording Call Journal Outlook Integration Directory Access OpenScape Office Favorites Drag & Drop Conferencing Instant Messaging Call Pop-ups One Number Service Personal Notifications Social Media Personal Auto-Attendant Click-to-Dial Mobility Click on the different features to get more information February 2011

OpenScape Office - Contact Center Improve First Call Resolution and Customer Service
Reports Arrange agent desktop controls Team Information Contact Center Calls voice, fax & OpenScape Office Individual recording of contact center calls Agent Functions First Call Resolution is a well-known term in the contact center industry, focusing on the ability of contact centers to fully resolve a customer issue within the first call. Integrated Presence Hands-free controls Call Pop-ups Click on slide to get more information February 2011

OpenScape Office Further Enhancements on SIP Interface
SIP Trunking SIP Devices Use of SIP Trunking instead of costly PSTN PRI trunks Buy incremental capacity based on actual usage models instead of fixed PRI scheme SIP implementation follows the SIPconnect Technical Recommendations SIP Trunking certified with mayor carriers More than 55 VoIP Providers haven been already tested and released Information on our tested & released providers and process via SEN wiki Enhanced Open SIP Architecture – open up user features SIP devices supporting “3PCC” can be controlled by the OpenScape Office Additional SIP features supported: caller names, blind transfer, call forwarding, call waiting, message waiting indication and distinctive ringing 3rd Party SIP Devices certification via OpenScape Ready program More Information how to connect SIP devices can be found on SEN wiki February 2011

OpenScape Office Interfaces & Integration
Desktop OS Windows XP Windows Vista Windows 7 (32 & 64 bit) Server OS Linux Support Novell SUSE Linux Enterprise 11 OpenScape Office Interfaces & Integration Microsoft Outlook Integration Outlook & 2010 (32 bit) Microsoft Exchange Connectivity Exchange & 2010 Microsoft Office Dial from any application Office & 2010 VMware Virtualization VMware Server vSphere MS Terminal Server Windows Server & (32 & 64 bit) CITRIX Support Citrix Presentation Server 4.5, XenApp 5.0 & 6.0 Browser Support Firefox 3 Internet Explorer 6 & 8 Mobile Browser Support Firefox Internet Explorer Safari Open Interfaces & SDK CSTA, TAPI, LDAP, XMPP Continuous support of the latest releases & versions February 2011 17

OpenScape Office Deployment Models
Common OpenScape Office UC solution combines Mobility Voice Messaging Contact Center UC Network Services Social Media Session Control Network-wide User Management Presence Federation WLAN Management Call Data Recording Administration and Licensing SIP Trunking OpenScape Office MX OpenScape Office LX OpenScape Office HX with HiPath 3000 IP-based Unified Communication and voice pre-integrated in a single box Up to 150 users UC Networking with MX and LX systems (voice networking with H3K) Pure IP/UC solution delivers Internet Telephony at an exceptional value OpenScape Office Multimedia Contact Center starting with as few as 4 agents Software-based Unified Communications systems on standard Linux server Up to 500 users UC Networking with MX and LX systems (voice networking with H3K) Pure IP/UC solution supporting virtualization for SMBs OpenScape Office Multimedia Contact Center starting with as few as 4 agents Unified Communications for the hybrid world – TDM, analog, or IP Up to 500 users Traditional voice conferencing services Ideal value-add option to integrate UC into HiPath 3000 installed base OpenScape Office Multimedia Contact Center for HiPath 3800 February 2011

Extended UC Domain Explained…
UCC Networking Explained “UCC Networking involves multiple locations running OpenScape Office and behaving as if there are on one system” Network-wide Presence and Chat Single Directory Unified Management Why UCC Networking is also important for SMBs Many Businesses have multiple locations (branches, sales offices etc.) or offices on a single campus Site expansion is also typical as small and medium sized businesses grow The need to communicate and collaborate as one entity is especially critical for smaller companies trying to compete with large enterprises Benefits Always know the availability of your colleagues in other locations and the best way to reach them Stay within reach of your colleagues and customers from any device and location Leverage powerful social media integration to extend your communications reach Managing one single UC domain vs. multiple redundant standalone deployments February 2011

Virtualization Enabling Always On IT
How the market leader VMware explains virtualization for SMBs? “Virtualization is a way to abstract applications and their underlying components away from the hardware supporting them” Virtualization for Small and Midsize Business …and it is not just for the Fortune 500 anymore! SMBs face many of the same IT challenges as larger enterprises, trying to accommodate increasing demand for new IT capabilities and services. SMBs often place even greater emphasis on cost savings and on protecting business critical systems and data, since shrinking IT staff and budgets… Specifically, SMBs are seeing improvements in: Time spent on routine IT administrative tasks Backup and data protection Application availability Ability to respond to changing business needs Business continuity preparedness Company profitability and growth rate Virtualization is a way to abstract applications and their underlying components away from the hardware supporting them and present a logical view of these resources. It is the separation of specific services or data from dedicated hardware resources. “A VM is the representation of a physical machine by software. It has its own set of virtual hardware (e.g., RAM, CPU, NIC, hard disks, etc.) upon which an operating system and applications are loaded. The operating system sees a consistent, normalized set of hardware regardless of the actual physical hardware components.” Server Virtualization encapsulates hardware, operating system and application into a portable, hardware-independent software container; also knows as Virtual Machine or VM. It allows to run multiple of these software containers on the same hardware. Source: VMware SMB Survey February 2011

OpenScape Office V3 Enabling Always On UC for SMBs
OpenScape Office LX is the first software based SMB UC solution allowing Virtualization services Benefits and Motivation of virtualized environments Reduction of physical Server-Parks -> HW costs, Space Re-organization due to server rank-growth (server farms got out hand) Need of Centralized Management due to high number of applications Enhanced reliability Ease of Data Backup and Restore Scalability Monitoring Re-use of old OS systems in a virtual environment Green IT aspects (One Server needs less power) Reduced Service Hours Siemens is an established, proven and reliable leader in this market. We are now majority owned by a dynamic venture capital firm We are debt free and have significant resources for R&D to maintain and extend our leadership position Our offering is already comprehensive and market-shaping We have over 1 million customers in 120 countries. Partnership is a central part of our market strategy. In summary, SEN is a stable, innovative trailblazer in the market for Unified Communications solutions that can help deliver real value in all of these areas. OpenScape Office LX supports virtualization with February 2011 22

OpenScape Office Survivability options
OpenScape Office Survivability – It is your choice High Availability Server HW MX failover - survivability VMware – High availability Dedicated Standard Industry Server Redundant power supply Linux SW based redundant hard disks (RAID) two physical HD’s recommended ECC RAM to detect and correct RAM errors OpenScape Office LX to MX failover scenario, when OpenScape Office MX is used as gateway In case of LX emergency, OS IP devices will automatically re-register via second standby registration setting towards existing MX system Voice functionality can be used during the emergency mode OpenScape Office free base package extensions can be used to ensure availability of key people Monitors and detects virtual machines for “guest OS” failures and automatically starts virtual machines Detects server failures automatically, using a “heartbeat” on servers Restarts virtual machines almost instantly without human intervention on a different physical server In case of fail over LX will restart immediately with existing configuration; no further licenses needed February 2011

OpenScape Office V3 Use Cases - Overview
Campus Regional / National International OpenScape Office MX / LX in a single campus environment Multiple OpenScape Office MX / LX in an nationwide deployment International deployment of multiple OpenScape Office systems utilizing UC Networking via XMPP service HiPath 3000 as Gateway Move HiPath into UC Domain Social Media Integration Use of HiPath 3000 V8 as single Gateway for OpenScape Office deployments HiPath 3000 migration into a UC Domain deployment with OpenScape Office Presence Federation with external 3rd party IM services supporting XMPP (e.g. Google Chat) February 2011

OpenScape Office Networking Use Case – Campus
OpenScape Office Campus Scenario Solution OpenScape Office in each office / building Interconnected via Ethernet LAN, sharing one access to PSTN (digital or SIP Trunk) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility PSTN IP Features / Capabilities MX MX Integrated Presence and Chat Drag & Drop Conferencing Single company-wide directory Central Attendant Service Central Visible Voic LX Campus Examples of a Campus deployment include: Small Startup Company with two offices in a business park Small college campus or school Existing medical clinic that is expanding the practice and needs another building Benefits Always know the availability of your team members Ease of use with UC client integration on preferred device Stay within reach of your colleagues independent of device Reduced costs with central or automated Attendant service February 2011

OpenScape Office Networking Use Case – Regional / National
OpenScape Office Regional/National Scenario Solution OpenScape Office in each location (city, region) Interconnected via ITSP or Internet, using multiple access to PSTN (digital or SIP Trunk) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) / my Agent (Contact Center) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility PSTN … … MX MX Munich ITSP/ Internet Berlin Features / Capabilities Integrated Presence and Chat Drag & Drop Conferencing Single company-wide directory Central Attendant Service Integrated Contact Center LX Regional/National Hamburg Examples of a Regional/National deployment include: Travel Agency with offices in different cities across local country / region Car dealer who is expanding his business with a new branch in the same city Truck company who opens up a new branch in a different city Benefits Always know the availability of your team members Ease of use with UC client integration on preferred device Reduced travel costs by using integrated conferencing Stay within reach of your colleagues independent of device February 2011

OpenScape Office Networking Use Case – International
OpenScape Office International Scenario Solution OpenScape Office in each country / office / building Internet access (UC interworking via XMPP service) Voice Connection via public network (Optional: SIP-Q networking) myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition San Francisco MX Hong-Kong MX Features / Capabilities Integrated Presence Instant Messaging Favorites Lists with Presence Visibilty Drag & Drop Conferencing (Optional: SIP-Q Networking via VPN enabling extended featureset) Cape Town LX International Examples of a International deployment include: A global acting Service company who has different Partners around the world who provide the local on-site services A sports factory in USA with an outsourced manufactory in Asia Holding with different companies around the globe Benefits See the availability of your most important contacts Quick answers from business partners using Chat Easy to use Drag&Drop Conferencing with global partners, reducing setup times and costs February 2011

OpenScape Office Networking Use Case – HiPath 3000 as a Gateway
OpenScape Office HiPath 3000 as a Gateway Solution OpenScape Office and HiPath 3000 in the office / building Interconnected via Ethernet LAN to HiPath 3000 V8 (Single Gateway with access to PSTN) For OpenScape Office MX/LX Users: myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility PSTN IP LX HiPath 3000 V8 Features / Capabilities Full featured SIP-Q Voice Networking between OpenScape Office MX/LX and HiPath 3000 V8 Extended carrier-access via HiPath 3000 PSTN moduls Full featured UC for OpenScape Office MX/LX users HiPath 3000 as a Gateway Examples of a H3k V8 Voice Networking deployment include: A transport company with a big demand of existing analog devices and faxes A factory where parts of the IT Infrastructure are VoIP-ready A company using their existing HiPath 3000 V8 as a single gateway and expand /modify their business Benefits Save HW costs and protect investment by using existing HiPath 3000 as a single gateway for carrier access Re-use existing analog devices and faxes with HiPath 3000 V8 February 2011

OpenScape Office Networking Use Case – Move HiPath 3000 into UC Domain
OpenScape Office Move HiPath 3000 into UC Domain Solution OpenScape Office and HiPath 3000 in the office / building Interconnected via Ethernet LAN to HiPath 3000 V8 (with access to PSTN ) For OpenScape Office MX/LX Users: myPortal clients (Desktop, Outlook, Mobile, OpenStage) myAttendant (Receptionist) OpenStage Phones / OpenScape Personal Edition Integrated Mobile Phones for UC Mobility IP device IP device Open UC Domain MX/LX IP device IP device H3K V8 Features / Capabilities TDM device TDM device Full featured SIP-Q Voice Networking between OpenScape Office MX/LX and HiPath 3000 V8 Extended carrier-access via HiPath 3000 PSTN moduls Full featured UC for OpenScape Office MX/LX users Move HiPath 3000 into UC Domain Examples of HiPath 3000 migration into a UC Domain deployment include: A transport company who wants to expand their business with more employees and infrastructure A company who is moving partially in a new building A company using their existing HiPath 3000 V8 as a gateway and expand /modify their business Benefits Save HW costs and protect investment by using existing HiPath 3000 as a gateway for carrier access Reduce infrastructure costs by using one network for voice and data February 2011

Features / Capabilities Social Media Integration
OpenScape Office Networking Use Case – Social Media Integration (with XMPP*) OpenScape Office Social Media Integration Solution OpenScape Office in each office (Company) Internet access (UC interworking via XMPP service) Voice Connection via public network Client (Contractor, Free-Lancer, partner) Internet Access with IM Service provider (XMPP cap.) myPortal clients (Desktop, Outlook) myAttendant (Receptionist) myAgent (Contact Center Agent) ITSP/ Internet MX LX Features / Capabilities Social Media Integration Integrated Presence Instant Messaging Drag & Drop Conferencing Examples of a Public XMPP deployment include: A telecommunication company with contractors they just work for a limited time on a project A consulting office who works together with several free-lancers A service company with different offices with MX/LX and outsourced service partners for the delivery Benefits Always know the availability of your team members, contractors, Free-Lancer and Partners Quick answers from business partners using Chat Easy to use Drag&Drop Conferencing with global partners * XMPP: Extensible Messaging and Presence Protocol February 2011

Best Practices framework
OpenSmart – Best practices for Unified Communications and Collaboration OpenSmart Best Practices framework Solution design Business adoption Product design Best Practices Benchmarking Processes Validation Tools Migration Reliability Security Serviceability Manageability Extended deployments Improved Workflows Reduced IT costs All in One Reach & Scale Networking Single Management “OpenScape Office really is one of those ground breaking products which change the shape of the industry.” Ian Allmark, Managing Director Lloyds Business Communications February 2011

TES Aviation Group OpenScape Office
TES Aviation Group provides “total engine support” – world-wide aircraft engine maintenance management services and effective technical, commercial and logistics management for carriers’ aircraft engine portfolios Solution Value OpenScape Office MX – unified communications and critical data network capabilities in an easy to install service application ‘One number’ capability and ‘presence’ solution for the needs of small and medium-sized business (SMBs) Full installation, staff training and technical support solution from Siemens Enterprise Communications’ accredited Go Forward! partner, Pinnacle Group, comprising system design, installation, user training and technical support ‘One number’ customer service with presence for all employees through integration of the telephony system with Microsoft Outlook Average departmental time saving of 5-10 minutes a day through the system’s multiple voic recording function Reduced costs with integrated teleconferencing facilities Handheld devices integrated into daily operations Faster and more flexible administration capabilities Flexible foundation for future collaboration needs February 2011

Merkana Travel Agency OpenScape Office
Merkana Travel Agency is a reliable and competent partner throughout Germany for upmarket business and personal travel. Because with the Merkana service oasis, your vacation starts with your booking. Companies appreciate the individual business offerings and smooth procedures… Solution Value OpenScape Office MX – unified communications solution with integrated OpenScape Office Contact Center service SEN retailer Telefonbau Schneider, determined that OpenScape Office was the ideal solution to meet all customer requirements, requested by the business travel agency. The integrated multi-channel contact center offers presence status information and achieves superior first –contact resolution via all communication channels, such as fax, and telephone. ‘Higher customer satisfaction thanks to better reachability Smooth transition and fast acclimation through intuitive PC user-interface Optimized work routines, which offer opportunities to increase earnings Seamless integration in the existing infrastructure Investment protection, because existing phone and communication systems can still be used Reduced operating costs thanks to easy administration February 2011

OpenScape Office Why customers like the product
“We’ve found OpenScape Office MX is straightforward and requires little training, …. We think it’s a great product. It’s a lot less steps. It’s a lot less hassle. Our customers are much happier,” Wendy Marks, IT support and LAN analyst - Member Insurance Agency. Serve your customers better “Especially when unforeseen events occur, customers expect prompt availability – we saw this once again most recently when the airlines were grounded by the eruption of the volcano in Iceland. Thanks to OpenScape Office, we were able to adjust our customer service capacities to the situation immediately. …An indispensable advantage for all of our business customers.” Alexandra Beital, General Manager - Merkana Reisen GmbH & Co. KG Get more done “OpenScape Office MX provides great value to our SMB customers because it offers the full benefits of an end-to-end UC solution while being affordable for a smaller business. Sam Wood, VP Sales UC - Innovative Technology Group Smart Investment “OpenScape Office MX fits the job better than anything else out there. It is the best all-in-one unified communications product on the market. It meets the centre's current needs while offering the flexibility for future requirements as more business are attracted or call volumes increase.” Iain Simpson, Managing Director Active Voice and Data (AV&D) Serve your customers better February 2011

OpenScape Office What the analysts are saying
Gartner - SEN’s strong standing Siemens has a long history of selling voice and advanced communications applications and has an impressive installed base of SMB customers across Europe. OpenScape Office MX is built as a complete all in one voice and networking offering for small businesses, reducing the need for separate boxes. Siemens has a strong presence, ample channel partners and delivery capabilities across Western Europe. The OpenScape Office suite features a rich range of UC applications, including voice, conferencing, voice mail, messaging, mobility, multimedia contact center and presence/IM applications. SMBs across Western Europe should consider Siemens if they are looking for an all in one, full featured UC solution Rating: Positive Source Gartner Market Scope for UC/SMB in Western Europe February 2011 37 37

Use Cases 5 What others are saying 6 Next steps February 2011

OpenScape Office Simply the best
Lower Communications Costs Make the smart investment! Decreased call volumes with Public Chat Integration Built in managed and ad-hoc conferencing Leverage lowest-cost communications with SIP Trunking (up to 30% savings) HW cost savings by leveraging SW virtualization capabilities Get More Done Collaborate better with automatic integration between presence, voic , Outlook calendar and contacts Efficient communication independent of device and location Reach out faster via drag & drop conferencing, IM, and “click to dial” from any application Serve Customers Better Enable Social Networking to expand reach of key customers Integrated contact center with unique presence and UC integration for superior first contact resolution Control and prioritize calls to resolve key issues first February 2011

Thank you

Feature Details

OpenScape Office The All-in-one UC Solution to Your Communications Issues!
Visible Voic Integrated Presence Fax Mailbox Live Call Recording Call Journal Outlook Integration Directory Access OpenScape Office Favorites Drag & Drop Conferencing Instant Messaging Call Pop-ups One Number Service Personal Notifications Social Media Personal Auto-Attendant Click-to-Dial Mobility February 2011

Little training required Improved staff satisfaction
myPortal for Outlook Increase revenue opportunity, increase productivity Install a simple plug-in to integrate myPortal with Outlook Click to go back Microsoft Outlook is a communications mainstay in many businesses for . If many of your staff use Outlook this is a feature you should pay close attention to. With a simple plug-in, OpenScape Office myPortal for Outlook TOOLBAR can be installed to integrate with the Outlook interface that you are so accustomed to using on a daily basis. Consider how you or your organization works today. You check one system for , another system for voic , another system for fax. The reality is, there is not enough time in the day to keep track of all these different systems accurately and efficiently. When you are jumping from one system to another – one screen to another – let’s face it. Some things fall through the cracks. In your line of work, if just one message falls through the cracks – it could mean a lost customer, an angry vendor – overall, a lost opportunity. But put all your communications – , voic , and fax – access messages, view messages, manage messages, and answer messages from a single screen… Think about what this can do for your workflow, your staff, your business. It means increased productivity, saved frustration from switching between systems or screens…and not missing or losing a revenue opportunity because it slipped through the cracks. Presence status automatically changes based on keywords in your calendar Lower chance for missed opportunities because they “slipped through the cracks” Little training required Improved staff satisfaction A familiar, single view of all s, faxes, etc. in one portal February 2011

Integrated Presence Increase productivity and satisfaction
Click to go back Set presence status via your Outlook calendar Let’s talk about Presence Status for a moment. You may or may not be familiar with what Presence is. It basically allows you to easily see in ONE screen, who is available at that very moment. What are they doing? Are they on the phone? Are they in a meeting? Are they out sick? Are they on a break? It answers the question, can I get a hold of them now if I need to talk to them? Why is presence status important? Well, think about it in the context of your business. Maybe you have an important client who is core to your business, but isn’t particularly happy with the way one of the deals is going right now. Your client wants an ad-hoc meeting now with 3 core team members. In this situation, how will you organize that meeting in the most efficient way possible? How do you know which team member is on another line or on a lunch break? It becomes a guessing game you just cannot afford at that moment. Let’s take a more urgent scenario…maybe a million dollar sales order is not being processed correctly and you need to jump on the phone and talk with some key people NOW. How would you access those key people quickly and immediately without losing your cool or your hair? With the presence status capability OpenScape Office provides, you can see the availability of your core team, critical employees, or your entire organization -- in one screen. Presence decreases guessing games and wasted time trying to contact that person who may or may not be around to help address the issue at hand. Presence is a capability that gives you knowledge and ultimately allows you to keep your frustration level down and your productivity level up. Voic changes automatically to reflect presence status, so external and internal users are presence-aware! Provide individual written presence information See who is already on another call Increase productivity Decrease phone tag February 2011

Drag & Drop Conferencing Decrease operational cost, increase productivity
Instantly start a conference call directly from MS Outlook! Click to go back For a successful conference call connection, you need 2 main things to happen. 1) Availability of contacts and 2) Active participation of those contacts Take a moment to think about how you would organize a conference call today. If you had to make an ad-hoc conference call (create a conference call on-the-fly), how easily would that be? Would you be able to know who was already on another call or in a meeting easily? How many times would you actually reach all the people you needed to on the first try? How much of your time is wasted playing the guessing game or chasing after a contact who is simply not available at the moment? With the conferencing tool in OpenScape Office, you can create a meeting by simply dragging and dropping contacts into your conference screen. OpenScape Office calls the contacts for you. You are not wasting time fumbling through multiple systems and papers to find phone numbers or getting increasingly frustrated calling someone who is already in another meeting or out sick. The value here is clear and simple. Increased productivity, increased customer and employee responsiveness to make decisions faster, and increased customer satisfaction. Not to mention you save big on operational costs because travel expenses are reduced. If your company uses an external conferencing service, that operational cost can now be eliminated too. Visually manage call setup and save frequently used conferences Drag & Drop internal and external contacts via the Favorites List Eliminate 3rd party conferencing service Reduce unnecessary travel expenses February 2011

One Number Service Increase productivity, decrease training costs
Click to go back Control how calls are routed depending on your presence status Set up specific rules for VIPs that override standard policy Never miss a key call again! Increase availability on your terms Keep your customers happy Give out one number, not 3, 4 or more Think about each person in your company. For the first time, they can operate as if they each had their own personal assistant!! This intelligent call management capability allows your staff to forward calls according to their preference when they are unavailable to take a call. For example, if I am in a meeting, forward my calls to voic . Or when I am on a break, forward my calls to my assistant. And to set-up your rules just once and forget about it – it takes 6 seconds via myPortal or 8 seconds on the phone. It is simple and easy. Set calls to be redirected based on your personal status. (EX: If I am in a meeting, forward calls to my voic .) Think about your critical phone users like project managers and sales reps. They would be able to increase their accessibility without intrusion. Each of them can set-up their rules according to their preferences without training. Setting up your call rules can be done by any staff member – new or not so new. Training on this system is virtually nil which means you can have even a new staff person up and running quickly. You have a lot of important business processes and workflows that a new staffer needs to learn. Learning how to operate the communications system shouldn’t be one of them. And lastly, OpenScape Office offers advanced call handling where you can set-up rules for in-office calls. For example, if you are in the office and your boss calls, you can set up a rule that it gets forwarded to your mobile. This means that your boss can easily contact you wherever you are. February 2011

Directory Access Increase productivity and employee satisfaction
Click to go back Find contacts quickly and easily with combined directory searching Central directory covering contacts in all office locations including their current availability Now, more than ever before, we have hundreds or thousands of contacts we need to be in touch with. Some contacts live in your personal Outlook, some in your cell phone, and many in the company directory. Have you ever had an important contact that was listed in your personal Outlook directory, but not in the company directory? What happens is you have to take the time to remember where that important contact number lives…find it, then call it. It probably takes you about 7 seconds of thinking where that number is and find it. Consider this. Wouldn’t it be simpler and easier to have ONE combined directory of contacts? I am talking about ONE directory that brought in ALL your Outlook contacts, the company directory, and all other contacts in your company who use OpenScape Office? This unified directory would mean instead of spending 7 seconds to think and find that important contact, you could automatically search for that contact in a single directory, know if that person was available to talk via their presence status, and click the number to dial that person. Search all directories at once to find a contact in ANY directory. What’s the result? Increased productivity and increased employee satisfaction. Imports: Personal Directory: Outlook contacts Company Directory: Corporate contacts via LDAP connect or import Internal Directory: All OpenScape Office users that are directly entered into the OpenScape Office Network are automatically available No more fumbling between multiple directories to collaborate Save time and frustration February 2011

Personal Notifications Increase productivity, decrease training costs
Click to go back Always know when you have received an incoming voice or fax message Be informed and react as necessary. (EX: If a message comes in while I am on a break, send an outbound call to my mobile and me.) Being informed about incoming messages (including voice and fax) and being able to react to them as necessary can be critical to project managers, sales reps, managers, and any other key staff person who needs to be in constant communication to do their job. Think about key roles in your organization that could really benefit from this capability. Imagine them being able to take action as necessary as contacts or critical messages roll-in. Ultimately, this means happier customers, happier vendors, and even more productivity from your team. And like so many other capabilities of OpenScape Office, this one requires very little to no training. It’s easy to use and understand. Be informed and act accordingly Choose how and when to be notified Improve your customer responsiveness Critical for sales reps, managers, and other key staff February 2011

Visible Voicemail Increase productivity, improve workflow
Prioritize voice messages. Know which message to respond to first before even listening to them. Click to go back Receive all your voic in your own personal message box. Instead of logging into a separate system whether that is mobile phone or desk phone or BOTH, you can route all your messages to your OpenScape Office voic box. This means you can click on your voice message and listen to it through your computer speakers/earphones or have the message play through your desk phone. Because all our voice message files can be seen on your screen, you can prioritize who to respond to first without even listening to the message. Personal voice message boxes give you current, and manageable information that is in one screen – and on one system. This means better and smoother workflow, never missing an important call, and overall increased productivity by being able to prioritize your messages. Click and play to retrieve voice messages via phone or computer speakers Current and manageable information Never miss an important call ONE system to log into Send an with a voic attached as a .WAV file February 2011

Fax Box Increase productivity, improve workflow
Click to go back Receive, view, and manage fax messages as they come in In this day and age, you would think that fax technology would have long been retired. But the reality is, we still need and still use fax technology to do everyday business. We use it because it is more secure and authentic. You may work in an environment where fax communication is essential to complete work orders, sign contracts, etc. and fax is IMPORTANT! It is not uncommon for staff to NEVER receive an important fax because they are not in the office to grab it from the fax machine. The result? Staff receive faxes late or even worse -- not at all and need to call the vendor/customer back to resend the fax. This makes for wasted time and disjointed business workflow. But consider this. What if you always received your faxes as they came in? What if you could keep your faxes in a digital file so you could easily forward or access the document as you needed? OpenScape Office includes a Personal Fax Box that is part of myPortal. You can receive and respond to faxes once they are received – just like an , you can read it, print it, and store it. Think about this: You won’t ever lose or miss a fax again! No more missed opportunity. No more inefficient communication. Your personal fax message box gives you secure, current, and manageable information that is in one screen – and on one system. This means better and smoother workflow, never missing an important fax, and overall increased productivity by being able to prioritize your messages. Forward, save, and file fax messages as needed Use a simple print driver for outgoing fax messages Never miss a fax message (order, instruction, contract) Secure, current and manageable information One screen, one system February 2011

Instant Messaging Increase productivity and employee satisfaction
Click to go back Quickly communicate with contacts from your Favorites list There is always a handful of core people you need to be in constant communication with. Knowing their availability at that exact moment can sometimes be critical. You know these people. It’s your insurance agent, your lawyer, or your accountant. It’s your business board and advisors, your management team, and your key employees. These are the people that help keep the underpinning of your business tight and in order. Would you be able to benefit from knowing the availability of those people throughout the day? How much more quickly could you make decisions by accessing those key contacts at the times they are free? You can create a Favorites List with OpenScape Office. Keep all your key contacts in one place and see them all in one screen. Call or IM them simply and easily. The value is in increased productivity and opportunity to close deals faster by getting in touch with the right people the first time. Communicate in real time with multiple team members instead of waiting for s React and make decisions faster Collaborate better February 2011

Keep track of customer issues
Call Pop-ups and Live Call Recording Increase response time and satisfaction Click to go back Be immediately informed when important calls come through You work in a dynamic, fast-paced environment and rely on constant communication to make sure questions are answered and problems are addressed quickly, right? You probably log into voic multiple times to retrieve missed calls while you were on another line or during a meeting. There is no doubt that there have been times when a critical call was addressed a little too late or a potential revenue opportunity was missed because a competitor returned a prospects phone call a little quicker. You need to be in “the know” all the time to compete. Response time to calls is important. With OpenScape Office, there is a screen pop capability that keeps you informed. It does so via a 1 inch by 2.5 inch box that appears in the bottom right hand corner of your computer (much like the Outlook capability you are familiar with when a new arrives). You are immediately informed when any call comes through See and know when your presence status changes, and Record important live phone calls when you are already in a call: This is incredibly useful to recall meeting points or capture customer instruction for review later. Screen Pops and live call recording give your organization the power of knowledge to increase productivity and overall response time to ultimately capture that revenue opportunity right when the call comes in. Record important live phone calls when you are already in a call Faster response time Keep track of customer issues February 2011

Personal AutoAttendant Increase productivity, decrease training costs
Click to go back When you are unavailable, allow your customers to talk to a colleague or assistant instead of going to voic Provide options to callers if you are busy. (EX: Press 1 to record a message OR Press 2 to call my mobile.) Have you ever wished that you could give your callers options? Instead of just leaving a voic , they could actually press a button and be transferred to another person? If you are busy, you can set OpenScape Office to provide multiple options to your callers. For example, you can allow your customer to Press 1 to record a message – just as they are used to -- or Press 3 to call your assistant or be transferred to another individual that could assist the caller at that very moment. These settings and options can help to combat inefficient communications. Maybe someone else in the organization can address the caller’s inquiry. This means saved time for both you and the caller. It also means more satisfied customers. Professional, automated customer care Intuitive interface requires little training Simply click a button to record your personal menu February 2011

Call Journal Increase productivity, improve workflow
Your call journal displays your call history. Don’t go crazy trying to remember who you have called and who you haven’t reached, yet Click to go back You may have staff who use the phone for at least 60% of their day – inbound and outbound calls from multiple sources including customers, coworkers, vendors, and solicitors. Logging into voic to retrieve missed calls while on another line or during a meeting is a common task. Jotting down the information from each voic message is a time-consuming, but necessary evil. Sometimes your staff gets so busy with other tasks that confusion and forgetfulness set-in. Remembering which customer he/she had already called and who called who might make returning calls feel chaotic. What if I told you there was a way to manage your calls a little better? OpenScape Office gives you a way to manage your communications. With the personal call journal, you can quickly spot if you have missed an important call. Your journal displays your call history so you don’t go crazy trying to remember who you have called and who you haven’t. You can easily track and prioritize which customers, vendors, and other contacts with whom you need to get in touch. Just click to call the contact back. Imagine the productivity gains from this one capability. Imagine how much time you can save. Imagine how much employee and customer satisfaction you can gain. Eliminate need to log into multiple voic systems Improved customer care Easily track which customers, vendors, and other contacts with whom you need to get in touch February 2011

Favorites List Increase productivity and employee satisfaction
See all your Favorites independent from their office location in one view; IM or call them with just a click Click to go back There is always a handful of core people you need to be in constant communication with. Knowing their availability at that exact moment can sometimes be critical. You know these people. It’s your insurance agent, your lawyer, or your accountant. It’s your business board and advisors, your management team, and your key employees. These are the people that help keep the underpinning of your business tight and in order. Would you be able to benefit from knowing the availability of those people throughout the day? How much more quickly could you make decisions by accessing those key contacts at the times they are free? You can create a Favorites List with OpenScape Office. Keep all your key contacts in one place and see them all in one screen. Call or IM them simply and easily. The value is in increased productivity and opportunity to close deals faster by getting in touch with the right people the first time. Increase productivity by grouping contacts into teams or projects See who is available to collaborate in one look Dial a favorite via any number (office, mobile, etc.) directly with one click Drag and drop your favorite people from any one of the combined directories February 2011

Save time. Just click and dial! Convenient for customer follow-up
Click to Dial from any Application Increase productivity and improve response time Click to go back Call a contact directly from a number that is displayed in any application For example, dial a number from a customer mailing list in Word, a vendor number in your Internet browser, or customer in your CRM package (i.e. SalesForce.com) Think about the way you work for a moment. For example, you are responding to an urgent customer and realize it is faster to have a quick conversation. The customer’s signature includes their phone number. Just click on the number and OpenScape Office calls the contact for you. Talk to them via you computer headset or through your computer speakers. Dial for any application means just that! Whether you have phone numbers in Word documents, Excel databases, or SalesForce.com, you can call any number with a click of a button. This saves time, headache of searching for phone numbers, and shortens response times. Save time. Just click and dial! Convenient for customer follow-up February 2011

Lower mobile and land line phone bills Less energy greener company
Built-in Mobility for Every Type of Working Decrease phone bills, office space, and energy use 2 Road Warriors Smart phone integration UC Mobility via myPortal for Mobile Client with presence, voic , journal and directories Personal notification Personal auto attendant One of the biggest barriers to collaboration is inaccessibility because you don’t know where the person is and you don’t have the right tools to reach them because you or they are on the road. With OpenScape Office, it doesn’t matter. You can be mobile and still be accessible. Mobility You are a busy person that has to meet with a lot of different people. You are probably on your feet talking to different people in the office, are on the road to meet clients or vendors, and probably need to work remotely whether it is from home or a hotel in another country. OpenScape Office offers built-in mobility to cover all kinds of mobile working. Mobility provides you and your staff flexibility and convenience. More importantly, it offers your business savings in the areas of travel (use less gasoline, lower pollution), office space (lower overhead costs), energy (lower travel time, fuel savings), and monthly mobile phone costs. Call Me! Users simply tell OpenScape Office the phone number they can be reached on and OpenScape Office will initiate any calls the user wants to make by dialling out to them wherever they are and whatever network they are on. This lets you take advantage of your low cost office calling plans and means that users do not run up big home, mobile or hotel phone bills. Cell Phone Integration Take advantage of OpenScape Office’s feature rich functionality (EX: Transfer calls, toggle between two calls, or set-up an internal conference call from your mobile phone) 1 Office Roamers 3 Remote Working WLAN: Voice & data Desksharing Dual-mode GSM phone support One Number Service Secure VPN CallMe! Service Lower mobile and land line phone bills Less office space Less energy greener company February 2011

Call Me! Increase Reachability and Responsiveness
Click to go back Forward all incoming calls to your mobile or home number in 10 seconds Never miss a call, and don’t worry about customers having to try reaching you at multiple numbers Better customer service Improved team collaboration February 2011

OpenScape Office User Business Partner Internet
Social Media Integration Contact your business partners more efficiently Click to go back OpenScape Office User Business Partner One of the biggest barriers to collaboration is inaccessibility because you don’t know where the person is and you don’t have the right tools to reach them because you or they are on the road. With OpenScape Office, it doesn’t matter. You can be mobile and still be accessible. Mobility You are a busy person that has to meet with a lot of different people. You are probably on your feet talking to different people in the office, are on the road to meet clients or vendors, and probably need to work remotely whether it is from home or a hotel in another country. OpenScape Office offers built-in mobility to cover all kinds of mobile working. Mobility provides you and your staff flexibility and convenience. More importantly, it offers your business savings in the areas of travel (use less gasoline, lower pollution), office space (lower overhead costs), energy (lower travel time, fuel savings), and monthly mobile phone costs. Call Me! Users simply tell OpenScape Office the phone number they can be reached on and OpenScape Office will initiate any calls the user wants to make by dialling out to them wherever they are and whatever network they are on. This lets you take advantage of your low cost office calling plans and means that users do not run up big home, mobile or hotel phone bills. Cell Phone Integration Take advantage of OpenScape Office’s feature rich functionality (EX: Transfer calls, toggle between two calls, or set-up an internal conference call from your mobile phone) (IM provider with XMPP support*) Internet Expand availability to business partners Extend communication reach Serve customers better Chat with your external contacts and get their immediate feedback See current presence status and check if your contacts are available for a conference call Add your business partners to your favorites list * XMPP Service to be enabled in OpenScape Office and supported by external IM Provider February 2011

myAttendant Increase productivity, decrease training costs
See the entire presence status of everyone in the company; manage and control calls Click to go back myAttendant is a single screen that can show you incoming calls, calls on hold, and the presence status of everyone in the organization. This is a powerful capability for the company operator, office administrator, or team leader. No matter how large or small your business is, response time or speed of answer is important to keeping your customers and vendors happy. You want to be able to answer the call professionally and direct the caller to the right contact in the shortest amount of time possible. The attendant console is easy to use because it works like how people are used to working. You see a call come in, you answer it, you look to see if that person is available, you transfer the call to the correct person. And you do this all in one simple screen. There are no specialized rules or proprietary equipment you have to spend time learning to “get the hang of it”. You can send an instant message to someone from this screen to let them know that they have a new caller waiting for them – it’s so simple. In fact, you could hire a new staffer out of high school today, sit them down in front of this interface, and they could understand it – no problem. This capability means lower training costs and increased customer satisfaction. Transfer calls to staff who are available and can talk to customers immediately Powerful management tool for the receptionist, office administrator, or team leader Very little training required; intuitive interface View / change presence and manage voic for teams / workgroups. * *Dependant on user granted permissions. February 2011

OpenScape Office - Contact Center Improve First Call Resolution and Customer Service
Reports Arrange agent desktop controls Team Information Contact Center Calls voice, fax & OpenScape Office Individual recording of contact center calls Agent Functions First Call Resolution is a well-known term in the contact center industry, focusing on the ability of contact centers to fully resolve a customer issue within the first call. Integrated Presence Hands-free controls Call Pop-ups February 2011

myAgent (Contact Center Client) Increase productivity, decrease training costs
Click to go back Agent functions Team information Overview Notes Inbound Contact Center for distribution of voice, fax and Skill-based routing and VIP support Seamless integration into OpenScape Office Only stand-alone scenarios – no networking 21 standard reports included, reporting engine is planned UCD as survivability backup Contact center calls Arrange agent desktop controls Queue information Feature-rich contact center with built-in OpenScape Office presence Improve customer service and first contact resolution Hands-free controls ***For more detail on myAgent, refer to the OpenScape Office Contact Center presentation*** February 2011

Solution Components

Platform Overview OpenScape Office MX
All-in-One UC appliance for up to 150 users Modular and Scalable System Unit Rack mounted housing supporting the new µTCA industrial standard, powerful AMD Sempron CPU, 1GB memory, 160 GB hard disk Pure IP System Native IP internal board-to-board via powerful Gigabit data bus backplane Gateway Modules for All TDM Configurations Individual Scalability 3 deployable slots for gateway modules per system box Gigabit LAN Powerful Internet access and uplink to customers’ IP infrastructure February 2011

Interfaces, Devices, and Functions OpenScape Office MX
1 PRI - Interface 4 BRI – Interfaces 4 analog Interfaces 4-Gigabit LAN - Ports Gigabit DMZ - Port Gigabit WAN - Port USB Master/Slave Optional Optional Optional Optional Analog Fax Alternative Secure LAN / Intranet Firewall / VPN Hard disk as back-up option OpenStage LAN Switch Web Mgmt. Analog ISDN; external ITSP / SIP Trunking Handset S0 ;internal WLAN AP AP Client Door unit February 2011

Hardware Architecture: Gateway Modules OpenScape Office MX
1 2 3 GME 1 primary rate ISDN trunk port (E1) providing up to 30 voice connections to public networks (Not for USA) GMS 4 basic rate ISDN ports for connecting to public network or to ISDN subscribers (e.g. ISDN modem or G4 fax) GMT 1 primary rate trunk port (T1) providing up to 24 voice connections to public networks (USA only) There are 6 peripheral boards or gateway modules that can be added to the HOOME platform if you desire certain capabilities. GME (1x E1) Gateway Module E1 Note: Not for USA S2M / PRI Trunk (30 channels) Classic 30 voice channel connect to TDM Carriers in Europe GMT (1x T1) Gateway Module T1 Note: USA only PRI Trunk (24 channels) Classic 24 channel connect to TDM Carriers in US GMS (4x S0) Gateway Module S0 S0 Trunk (BRI-Connect) S0 Subscriber: Classic 2 channel connect to TDM Carriers in Europe or connectivity for S0-based digital devices (e.g. phones, pc-cards). One physical line offers two parallel voice channels. February 2011

Hardware Architecture: Gateway Modules OpenScape Office MX
4 5 6 GMAL 8 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.) GMSA 4 basic rate ISDN ports for connecting to public network or to ISDN subscribers (e.g. ISDN modem or G4 fax) 4 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.) GMAA 4 analog trunk ports for connecting to public network. 2 analog subscriber ports for connecting analog devices (e.g. fax, door phone entry, phones, etc.) There are 6 peripheral boards or gateway modules that can be added to the HOOME platform if you desire certain capabilities. GME (1x E1) Gateway Module E1 Note: Not for USA S2M / PRI Trunk (30 channels) Classic 30 voice channel connect to TDM Carriers in Europe GMT (1x T1) Gateway Module T1 Note: USA only PRI Trunk (24 channels) Classic 24 channel connect to TDM Carriers in US GMS (4x S0) Gateway Module S0 S0 Trunk (BRI-Connect) S0 Subscriber: Classic 2 channel connect to TDM Carriers in Europe or connectivity for S0-based digital devices (e.g. phones, pc-cards). One physical line offers two parallel voice channels. February 2011

OpenScape Office MX Scales up to 150 Users
1 unit system = 50 users 2 unit system = 100 users 3 unit system = 150 users Each 19” unit contains a main board that can support up to 50 Users 6 hot pluggable peripheral boards options Single system image managed by ONE web-based Interface Connect multiple boxes with a patch cable (Max. 100m) Networking up to 4 different sites is possible, however, no overall single system management exists in this version. Must manage each site separately. No networking to HiPath 3000 or HiPath 4000 in this release, but is on roadmap for future releases Voice networking for HiPath OpenOffice is similar to HiPath 3000 There are plans to grow HiPath OpenOffice to 300 by Summer of 2009 Click to go back February 2011

Platform Overview OpenScape Office LX
Pure Software UC solution for up to 500 users Hardware requirements Linux Server, must be certified for SUSE Linux Enterprise Server 11 ( SLES11 ) Operating System, for e.g. Fujitsu PRIMERGY TX150 S7 OpenScape Office is the only application on the Server Dual – Core Processor with 2,0GHZ per Core At least 2 GB Ram Hard Disk with minimum 200 GB Keyboard and mouse, DVD drive, Screen resolution 1024x768 Software requirements SUSE Linux Enterprise Server 11SP1 (32BIT) OpenScape Office V3 LX/MX Installation DVD Click to go back February 2011

Platform Overview OpenScape Office HX
Software-based UC solution for HiPath 3000 deployments Hardware requirements Linux Server, must be certified for SUSE Linux Enterprise Server 10 ( SLES10 ) Operating System, equipped for 24h operation OpenScape Office is the only application on the Server Dual – Core Processor with at least 1,5 GHZ per Core At least 2 GB Ram Hard Disk with minimum 200 GB Keyboard and mouse, DVD drive, Screen resolution 1024x768 HG1500 ( see picture ) Software requirements SUSE Linux Enterprise Server 10 SP2 (32BIT) OpenScape Office V2 HX Installation DVD Technical overview Click to go back February 2011

OpenScape Office V3 Enhanced set of UC user clients
Integrated, UC-Clients for Users myPortal is the OpenScape Office UC client that is available in different variations New myPortal for Mobile used by mobile workers while not having access to their PC clients New myPortal for OpenStage used by office workers to quickly change their presence and listen to their voic Enhanced myPortal for Desktop used by office workers Broadband = SIP and Internet Digital = BRI / PRI Analog = Analog Enhanced myPortal for Outlook the prefect way for office workers using Microsoft Outlook February 2011

OpenScape Office UC clients for special use…
Integrated, UC-Clients for dedicated usage… Clients for Contact Center Agent/Supervisors and Receptionist myAgent used by Contact Center Agents and their Supervisors myAttendant used by Receptionists and Company Attendants Broadband = SIP and Internet Digital = BRI / PRI Analog = Analog February 2011

myPortal for Mobile Introduction to OpenScape Office UC Mobility
myPortal for Mobile, the browser based solution on your mobile phone myPortal for Mobile is the OpenScape Office user interface that is now available for mobile employees who use a smartphone with a graphical user interface such as: iPhone, Blackberry, Nokia, Android and Windows Mobile Open browser based approach for all other mobile phones - No dedicated applications need to be loaded on the mobile device Optimal rate utilization – Users can optimize their communication charges by choosing different calling procedures (Callback, GSM or Call through preferred) based on their existing carrier rates February 2011

myPortal for Mobile Increase productivity – on your web-enabled mobile phones
Presence Select one of 9 presence status indicators e.g. meeting, break, holiday, and CallMe Directory Access Allows users to access their personal contacts, Internal, External and System directories. All contacts in one place Favorites Easily have access to your most important contacts and see their presence status Voic Management Users can access their voic , play messages on their mobile an use additional control functions (playback, skip and delete voice messages) Dialing Manual Dialing Allows users to establish outgoing calls Redial for comfortably dialing a number again Journal Allows users to display their call history. Easily track which your contacts with whom you need to get in touch Settings Customize settings for dial mode (call back, GSM and call through), language, display and search settings February 2011

myPortal for OpenStage UC access via OpenStage 60 and 80
myPortal for Openstage - Access to UC key features on your OpenStage device myPortal for OpenStage is the OpenScape Office XML application for OpenStage 60 and 80 users to provide access to: Presence Visual Voic Presence – Users can change their presence right from the OpenStage User interface Visual Voic – Users can visually access and manage their voic inbox and listen to the most important messages first… All Integrated – myPortal for OpenStage can be directly launched from OpenScape Office without further SW needs February 2011

OpenScape Office UC enabled Devices and Voice Clients
OpenStage 15 OpenStage 20 OpenStage 40 OpenStage 60 OpenStage 80 Mobile UC & FMC Clients WLAN and IP DECT Soft Clients Click to go back February 2011 76

Backup

OpenScape Office V3 Networking addresses…
Extended UC Domain experience for all users OpenScape Office V3 Networking  Multiple networked OpenScape Office MX OpenScape Office LX networked with MX gateway Mixed OpenScape Office MX and LX networks Voice features in the network  OpenScape Office MX networked with HiPath 3000 V8 OpenScape Office LX networked with HiPath 3000 V8 HiPath 3000 V8 gateways in OpenScape Office networks February 2011 78

OpenScape Office V3 UC Features in the Network
Extended UC Domain experience for all users Voice supported presence management (presence visibility) Network-wide call status (ringing, on call, active mobile device…) Call Pick Up via myPortal Instant Messaging including multi user chats Drag & Drop Conferencing in the network myAttendant change presence status for all users in the network System-wide internal directory and favorites External directories via LDAP Integration into MS Exchange calendar and public folders Voic forwarding in the network XMPP based presence & chat support to external partners OpenScape Office V3 Networking February 2011 79

OpenScape Office V3 Networks Enabling Dialing Plan Conditions
MX Munich IP PSTN PSTN: Unique internal number 11000 PSTN: Unique internal number 21000 PSTN: Unique internal number 31000 MX Hamburg MX Berlin OpenScape Office application needs a unique identification for each user. *** No changes are needed if a unique numbering plan is already in use! *** Realization in OpenScape Office MX / LX networks All networked users are listed in the internal directory  easy dialing via myPortal Full qualified numbers dialing will be supported MX / LX networks Existing external DID Number can stay as they are Internal numbers can have up to 16 digits Internal number can include node number in order to make the dialing plan unique February 2011 80

OpenScape Office V3 Networking – Design Principles
OpenScape Office LX networking differentiates between single and multiple gateways LX PSTN access is the key indicator Scenario is supported in networks (more than one LX in a network) Part of the basic V3 training MX or H3K can be used as a gateway Single Gateway Single Gateway LX MX or H3K IP PSTN All PSTN calls will be routed via one gateway! Multi Gateway LX IP MX PSTN LX PSTN access is the key indicator Only one LX in multi gateway mode is supported in a network Part of the V3 networking training MX can be used as a gateway Multi Gateway PSTN call will be routed via multiple MX gateway! February 2011 81

myPortal for Mobile Feature Details
Variable user interface (display resolution and touchpad function) Multi-language support (All supported OpenScape Office languages) Live Presence Status (change of presence and display of status) Favorites – One touch access to most frequent contacts One Number Service Connection Control for your office extension Incoming calls (using normal smartphone functions) Outgoing Calls Manual dialing Redial function Optimal rate utilization (changeable by user) Callback procedure (mobile to be called by system) Call-through procedure (mobile calls system) Phone books/contacts Internal phone book with presence status Personal contacts System phone book Voic query and control my Portal for Mobile (access via web) OpenScape Office V3 myPortal for Mobile OpenScape Office is packed with built-in UC features as this list shows. Integrated voice supported presence, features to support a mobile workforce, and conferencing options are some of the key highlights. February 2011

Get your ITSP tested as well!
OpenScape Office V3 SIP Trunking - Internet Telephony Service Providers (ITSP) SIP trunking is efficient and more cost-effective than ISDN for connecting your PBX to the public switched telephone network (PSTN) The SIP protocol is an internationally accepted standard – but it leaves room for different implementations regarding protocol elements, message flow and features To ensure seamless interoperability and a full set of features beyond basic call, we are conducting comprehensive tests with VoIP providers / ITSP in advance to avoid last minute surprises Our SIP implementation follows the SIPconnect Technical Recommendations industry-wide, standards-based approach to direct IP peering between SIP-enabled IP PBXs and VoIP service provider networks Siemens Enterprise Communication is in a leading position - More than 55 VoIP Providers (ITSPs) for HiPath 3000 or OpenScape Office MX have been already tested and released SIP More Information on our tested & released providers and the established process OpenScape Office Application can also send Fax messages via SIP Trunks now! T.38 Fax  Get your ITSP tested as well! February 2011 83

Get 3rd Party SIP Devices certified via the OpenScape Ready program
OpenScape Office V3 Includes a new Open SIP Architecture for Subscribers Support of additional features for SIP subscribers  Unified Communication for standard SIP devices SIP devices supporting “3PCC” can be controlled by the OpenScape Office application Displaying of caller names OpenScape Office system names will be displayed during ringing and connection  Blind transfer This standard SIP transfer mode will be supported now.  Call forwarding The standard device based call forwarding will be supported now.  Call waiting The standard device based call waiting will be supported now.  Message Waiting Indication (MWI) The standard SIP MWI notification will be supported now e.g. signaling of new voice messages.  Distinctive Ringing Different call types will cause a different ring tones e.g. internal calls; external call; recalls.  Get 3rd Party SIP Devices certified via the OpenScape Ready program SIP More Information how to connect SIP devices can be found on SEN WIKI Note: SIP is a functional protocol and the intelligence resides in the devices. Therefore devices have to support the features as well. February 2011

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Cover slide for OpenScape Office V3 Product Overview Presentation.

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