OpenScape Xpert V6 - Customer Presentation

OpenScape Xpert
Time-critical communication orchestration
Name
Date
When there’s an incident
a quick and orchestrated response begins
The number of power

outages has doubled every
five years since 2000.
A fast response is a cost 87% 500K $150B

and customer service of power The number of Cost of annual
outages are citizens affected power outages to
imperative. caused by daily by U.S. American
severe weather power outages households
Copyright © Unify Software and Solutions GmbH & Co. KG 2018. All rights reserved. 7
In the dispatch center …
The alarm is raised and OpenScape

Xpert goes into action.
The dispatcher activates the pre-

defined emergency protocol with a
One of Europe’s largest
single, touch sensitive button on their energy generators
fully configurable terminal. manages incident response
across its 72 sites.
All appropriate response staff are
instantly notified, wherever they are
and on the device they choose, and
remedial work can begin.
Bringing the right people together …
The dispatcher initiates a one-click

conference.
• On-site responders join via radio
• Command center personnel via IP conference
phone
• Engineers traveling to the scene via cell
phone
New information comes in from local
emergency services, and the caller is
instantly placed into the conference OpenScape Xpert Dispatch seamlessly bridges multiple
communications channels, without high cost infrastructure
using a ‘barge in’ feature. replacement. It supports conversations on, and between,
standard telephony, land mobile, satellite, IP and cellular.
Seeing the incident is bigger than originally thought
…a video link is established via the

on-sight engineer’s smartphone – and
pictures are streamed to the command
center and to the devices of key
personnel, even as the conference
goes on.
Video and social media channels offer critical information

gathering opportunities, and can be seamlessly integrated
into the dispatch workflow
The dispatcher is now dealing with multiple
incoming and outgoing calls...
Between field engineers and

command and control staff.
Selected Unify to support

Between command center and incident outreach to over 2
million residential and
emergency services. business customers in
Wisconsin and Pennsylvania
And now between command

center and the local community.
With a touch of the screen the dispatcher is able to broadcast a message to all local
emergency services and local radio to advise of an incident.
Recording best practices
“Our customers are our top

As calls and conferences go on, all
priority, and we need a
are being monitored by the solution that offers flexibility to
dispatcher, and all are being meet changing demands and
recorded to ensure an accurate to ensure we could deliver
the highest level of customer
record of the event and the
satisfaction.”
response.
Scott Johanning, Telecom
Supervisor We Energies
Barriers to time critical productivity
Connecting and collaborating with

extreme numbers of sources, teams
and experts. Complex user interface
Time critical decisions demand user Multi-modal communication

and administrative power, reliability Desk top overload
and security.
Poor integration and non-unified
communication
All while meeting regulatory and
compliance requirements. Force-fit standard solutions
Today’s time critical workers
need a communication and
collaboration solution designed
to support urgent activities
• Standard desk phones are not up to the task
• Solutions must integrate with strategic enterprise systems
• Telecom infrastructure is specialized, complex. It needs to be future proof.
• Must have advanced features users need to succeed
• Where required, security & regulatory compliance cannot be compromised

Meet OpenScape Xpert
It’s powerful and secure.
It’s easy to use.
It’s open to fit to your needs.
OpenScape Xpert is a robust, multi-line communications solution that

increases user efficiency while reducing telecom costs without compromising
security, reliability or compliance.
OpenScape Xpert
Communication orchestration when every second counts
Continuous uptime Bridging comms Enhanced productivity Assured compliance

Built on carrier- grade Mixed channel support Intuitive touchscreen SRTP with voice recording for
soft switch for 24x7x365 including IP & TDM, ARD’s & interface, customizable security, privacy, compliance
operation – full MRD’s, intercom & user pages, soft buttons & User password compliance via
redundancy, system broadcast, land radio and unlimited shortcuts active directory
updates without IPTV
downtime Proactive, intelligent
vulnerability processes
Enhanced response Open integration Operational flexibility … and more

Instant conferencing, line SIP-based open-standards Advanced dispatch Over 100 features to empower
sharing, touchscreen with seamless integration to functionality on a users with the control needed
interface, location aware, third party IP PBX & voice dedicated appliance or for time critical communication
voice monitoring and recording solutions soft client running on a
playback standard PC
OpenScape Xpert
Communication orchestration when every second counts
User Centric Scalable, Integrated Standards based Efficient,

reliable, secure cost-effective
Agile, flexible, Creatively manage Native solution set Interfaces and server Hosted cloud solution for
powerful interface hundreds of with open interfaces architecture you can complete remote
optimized for users connections, securely for UC / CEBP leverage for an management and
and administrators integration including expanded ecosystem improved cost
Redundant interfaces
TAPI and Apache and reduced TCO effectiveness
• Specialization and communication
Swift including SIPREC.
• Quick servers (MLC) for Global free seating
conference call extreme solution Supports and
Ecosystem options
• Unlimited call resiliency and reliability consolidates large
including soft clients and
queue numbers of diverse
mini-PC support
• Line telecom line types
conferencing (PRI, SIP, Radio
• Ring transfer lines)
• Barge in
• … and more
User based
licensing
OpenScape Xpert
Extreme productivity is in the numbers …
200
pages with 60 soft
>100
programmable
30000
contacts. 24000 global +
24
in-parallel line
keys per page. macros keys. 6000 private. monitoring.
>600
lines per user.
200
users can seize one
>10000
speed dial buttons.
20
conferences with up to
shared line. 200 external destinations
Empowering the user
Personal Control
24 programmable speaker channels
4 handsets, headsets, gooseneck ports
12,000 programmable keys
6 USB ports
Supports video and IPTV
60 soft keys per page
Programmable soft and

hard keys
Soft turret with exact lay out
Floating dial pad
>100 programmable macro keys
Free seating
Empowering the user
Call Control Intuitive Design

30,000 active global / private Touch screen interface
directory entries
Supports video and IPTV
Line sharing Message waiting indicator
24 programmable speaker Call memory list
channels
Most used functions on top bar
Expandable call queue or on 20 hard keys
Latch to Push-to-Announce Navigation buttons to and
Powerful ring-transfer and from any page
conferencing Drag and drop control for easy
customization of the user
interface
Priority call policy management
Ensure calls that can not be missed are
never missed with a unique approach to
priority call management and control
Powerful user control of call management, ownership and

control
Accountability built in to priority numbers
Ensure a user is always active and assigned
User Speed Dial keys, Line-group keys with active /
Status of other users so you’re always aware with status information non-active indication for every
(login, free, busy) user with control / switch
No line limitations function
Policy conformity, accountability and risk mitigation

- Safety management between plant staff and managers
- Executive and Admin key calls
- Hedge fund managers and clients
Fit to your needs and expand as you grow
Ecosystem management and expansion
Speaker module on any or all pages
Same experience on touch screens / PC
Simultaneous administrator access
Apache Thrift interface expands the ecosystem
OpenScape Xpert Client Box – same power, reduced cost
Scalability
Start with just 1 and then move to many
2000 connections to one System Manager
3500 connection in one server cluster
7 System Managers in one server cluster
OpenScape Xpert 6010p
Central to OpenScape Xpert is our state-of-the-art 6010p IP device.
It minimizes desktop footprint and maximizes communication efficiency
It’s fast: One-button access for focused querying and display of incoming and
parked calls
It’s comprehensive: Complete range of communications modes and channels;
ring downs, shutdowns, intercom and broadcast
It’s multimedia: Delivers IPTV and more to the device
It’s trackable: Instant pop-up based on caller ID, with inbound call logging and
automatic redial for missed calls.
3rd generation device: Continuous innovation based on industry-leading design
OpenScape Xpert 6010p technology:
• High resolution & contrast 10.4” touchscreen with 20 hard keys
• Quad-core processor
• No fan or hard drive for silent, low-energy operation
• Up to four handsets 24 speaker channels per turret
• Redundant LAN ports (2) and USB v2.0 ports (6)
• Embedded Linux OS
OpenScape Xpert V6R1
What’s new!
25
What’s new! Business and IT Benefits
SIPREC recording interface support for V6
Reduced costs • CTI server (Master Trade Board) is no longer needed
More voice recording choices • Alternate local voice recording options

• Simplifies the administration on OS Xpert and Voice
Administration efficiencies
Recorder
Compliance support • Visual indication of recording status (if call is being
Investment protection recorded)
• Future proofed for upcoming features like:
• Standard encryption
• Recording of IM (Instant Messaging) and Video.
• V6R1 to support traditional voice recording protocols
26
OpenScape Xpert Client Box
Same administration as a physical • New option for a Linux soft-client turret as an appliance
device on specific mini PC hardware.
• Behind-the-monitor mounting for reduced desktop
Lower total cost of ownership
footprint
• Lower equipment and maintenance cost but the same
power and capabilities as found on OpenScape 6010p
27
Industry standard SQL database
Reduced TCO • Reduced network traffic between client and database
Expanded integration opportunities • Wider support of the SQL database for other 3 rd party
applications
More informed decisions with • Allows customizable reporting and search capabilities for
improved reporting and search the database
Improved serviceability • Easier deployment of new features with the SQL
database
• Allows replication of the database over WAN.
• Built-in cluster and redundancy model
28
New License Model (Dynamic License)
Designed for user needs • Simplified licensing structure

• Adopts Dynamic Client Licenses model
More competitive
• Two options
Migration benefits • Basic – supporting 2 GUI Pages
• Advanced – supporting up to 200 GUI Pages
• Can upgrade Basic to Advance
• New licenses bundle capabilities for:
• Additional handset
• Speech monitoring
• Web interface
• API local or central
• No longer need separate license for second device or
Disaster Recovery licenses.
• License transition done with SW upgrade to V6 or higher
29
Other updates
Client Active Directory Web Admin Client Support of VMware V6
Authentication
Same login as work PC Management Portal now looks OpenScape Xpert supports
like Common Management installations on VMware V66
Password changes automatically
Portal (CMP)
managed together with the PC
New dashboard for faster
Automatically synchronizes with Benefits:
overview of system status
System Manager (SM) Server consolidation
Supported by web browser.
Hardware independence
Benefits:
High availability along
Simplified handling Benefits:
Proprietary N+1 hot redundancy
Alignment with company security Easier deployment and
policy of passwords administration
Why OpenScape Xpert now?
1 2 3 4 5
OpenScape Xpert is Global presence and Proven reliability and Highly skilled, Market-lead solution
a pure IP-based customer base: more business continuity trusted, worldwide development from
multi-line call than 15,000 solution organization and industry leader
handling solution with positions in 39
a highly flexible and countries
intuitive graphical
user interface
Ecosystem
Open, standards-based solution with
strategic technology partnerships
OpenScape Xpert
OpenScape Xpert
Headsets / Microphones / Headsets
Handsets Headsets Gooseneck microphones
Push-to-Talk/Mute with Volume Control

adjustable cradle
Universal cradle
33
OpenScape Xpert
Speaker Module
• Up to 8 channels per module

• Latch or Push-to-Talk
• Fixed and/or temporary assignments
• Volume knobs for more control
Connects with:
• OpenScape Xpert 6010p device
• Soft client via USB (no external power supply)
• OpenScape Xpert Client Box
(also supports analog microphone)
Copyright © Unify Software and Solutions GmbH & Co. KG 2018. All rights reserved.
Accessories – USB Analog Adapter
For use with the OpenScape Xpert soft client
• Connects up to 4 speech units/headsets

• Supported functions: Talk, Listen, Mute, Cradle (On/Off Hook
detection)
• USB 2.0 socket type B
• Analog Interface type: RJ-22
• No External Power Supply
• Dimension (W x H x D): 112 x 44 x 114 mm ( 4.4 x 1.7 x 4.5
inches)
• Weight: 320g (without USB Cable)
• Ordering Code: S30807-U6732-X-*
• Includes 2.0m USB Cable (C39195-Z77702-A20)
35
OpenScape Xpert
Consolidate intercom needs
• Intercom is handled as normal line traffic
 Extension programmed to auto-answer
 Intercom group is the same extension
programmed on multiple consoles
• Intercom calls supported
 Console to Console (hard or soft)
 Console to PBX phone
 PBX phone to Console
 External line to Console!
• No need for separate intercom stations
Technology Partnerships
Extending the OpenScape Xpert ecosystem
Regulatory compliance
Retain records of all customer interactions
Dispute management
Compliance recording Sophisticated search, retrieval and call replay capabilities
and interaction analytics Compliance investigation

Interaction analytics, speech analytics, real-time monitoring, alerting
Full interoperability between and customize investigation policies
OpenScape Xpert
Call playback authorization
Robust and reliable Flexible, auditable, policy compliant workflow for call recording
Advanced Unify Partners playback
NICE support : NTR V3

ASC support: Neo (SIPREC support)
Standard recording interface
• SIPREC support
• No CTI server needed
(simplified deployment, maintenance, less
TCO)
• Standardized recording interface for all
recording vendors
• True signaling on the client desk if the
streams are recorded
(message from recorder)
• Future proved for voice, video, instant
messaging and chat recording
Reliability
Resilient, robust, proven
OpenScape Xpert
OpenScape Xpert
Resilient, continuous availability is standard
 Dual LAN connectivity
 Redundant databases with up to 7 System Manager
servers in one cluster
 Distributed architecture
 MLC servers, turrets and soft client placement anywhere in
the IT infrastructure
 MLC servers configured in a hot standby
configuration using VMware
 No interruption to calls in process.
 Individual multi-line controller servers can register
lines with multiple switches
 Individual turrets can register lines with multiple
multi-line controller servers
Resilient, continuous availability
VMware Deployment
 Fully redundant, active-active switching matrix

 Server consolidation - energy and maintenance savings
 Hardware independence
 Streamlined application deployment (vApp)
 Increased and efficient use of server resources
 Online mirrored memory for extended system uptime while
components are being serviced
 Instances can run in either high availability or fault tolerance in
the same system
 High availability along with proprietary N+1 hot redundancy
 VMware Fault Tolerance has a precondition maximum of one
core per virtual machine
VMware Deployment
VMware High Availability (HA) VMware Fault Tolerance (FT)
VMware Deployment
High Availability for System Manager

 Cold standby virtual machine
 Failover time few min.:
 6 sec to discover problem
 Startup standby VM
 Startup OSX proc
 Performance impact to be considered due to
virtualization
Fault tolerance for MLC

 Hot standby virtual machine
 Processor instructions, memory operations are sent to
other VM
 Secondary VM is max. 10 ms behind primary
 Failover time 0.5 sec
 VMware Fault Tolerance has a precondition maximum 1
core per VM
Architecture
Robust, native, secure
OpenScape Xpert
OpenScape Xpert System Architecture
SSP PSTN SSP PSTN
Voice SIP Call SBC SIP Call SBC Voice

Recording Control Gateway Contr Gateway Recording
MLC MLC
WAN
System CTI Server CTI Server System

Manager Appl. Server Data Center 2 Appl. Server Manager
Data Center 1
Users
OpenStage Xpert 6010p
OSB System Voice MLC OpenStage
SBC Manager Recording Xpert 6010p
SSP
Branch B
Branch A
OpenStage Branch C
Soft Client Users
Xpert 6010p
OpenScape Xpert Architecture with Radio-Connector (Europe)
Communication System
OpenScape 4000
PSTN, Qsig,
analog
OpenScape Voice
1 to 64
Tetra-/ analogue
OpenScape Xpert SIP Radio-Terminals
OpenScape Xpert
Radio Connector
Voice-Recorder
or / and direct E&M
/ SIP-Connection to
Radio-Switch
OpenScape OpenScape Xpert
Xpert – MLC LAN System Manager
Control Center
Back Office
OpenScape Xpert clients
References
OpenScape Xpert
Vatenfall Europe
Goals Solution Benefits

Highly reliable IP solution Multi-site Improved administration
for 72 sites OpenScape Voice
Highly available geo-
Cordless solution at 60 80x OpenScape 4000 redundant infrastructure
locations
OpenScape Xpert Mobility-enhanced network
Upgrade transmission grid maintenance
control room DECT at 60 locations
Unique time-sensitive
16,000 total endpoints dispatch solution
“ All roads now lead to IP communication, which is
why the strategic choice for us was OpenScape.
This was not necessarily for cost reasons, but
because IP communication makes light work of
routine tasks and improves employee satisfaction.”
Hans Rösch
Chief Information Officer, Vattenfall Europe AG
Dispatch solution delivers significantly time savings to rescue lives
OpenScape Xpert provides the opportunity to handle multiple

emergencies in parallel. The single device concept of the solution
streamlines the process and reduces the desktop footprint.
OpenScape Xpert improves the patient handover and emergency
transport handing times significantly.
• Healthcare sector Solution Results

• 5.000 emergency • OpenScape 4000 • Increased patient turn-over
transports / year • OpenScape Contact center • Improved patient experience
• OpenScape Xpert • Increased hospital profits via
• 2.500 doctor to doctor • Radio Integration improved operational efficiency
consultations / year • ASC Voice Recording
• 2.000 patient transfers /
year
Improved internal communication. Improved customer satisfaction.
“We wanted to have a control center solution which can be optimally

adapted to the communication processes in our transport control
center. OpenScape Xpert offers the required flexibility.”
Bernhard Eck
Transport Management
Dispatches and monitors DB Regio Bayern
nearly 3,500 trains daily
Solution Results
• OpenScape Voice with geo- • Modern, future proof, highly available IP-based
redundant architecture solution that reduces comms costs
Goals
• Reduce down time risks • OpenScape Xpert with 24 • Efficient collaboration between transport
• Reduce comms costs workstations management, train staff and external partners
• Control center that supports • Integrated mobility solution for • Significant cost saving through GSM integration
up to six lines per user GSM subs. • Improved dispatcher response times through
• Improve communication
• CTI connection to the train clear, user friendly OpenScape Xpert interface
between train and dispatch travel information
teams • Comfortable, adaptive control center
• Integration of Munich • Managed Services for system workstations as a result of connectivity options
suburban trains to improve operating, monitoring for several receivers, loud speakers,
microphones and headsets
internal communication
Trade faster, smarter
Trading operations demand efficiency and reliability of communications

as basic and fundamental factors for success. OpenScape UC and
OpenScape Xpert, with support of technology partners provide
mission critical value to Grupo Bancolombia.
Multinational financial services
leader and is Colombia's
largest bank by assets and
shareholders' equity Solution Results
• OpenScape Xpert and duplex OpenScape • Stability, scalability and security of
Voice, UC, Web Collaboration communication infrastructure while
reducing costs
• 256 2-handset 6010p turrets and
Goals 470 Desk phone IP 55G phones • Reliable, stable trader communication
• Eliminate down time risks
• Geo-redundant architecture and • A foundation for future innovation
• Reduce comms costs
geographically separated contingent
• Improve communication • Increased productivity
system manager
between 18 sites • Protection against fraudulent activity
• Distributed MLC systems and OpenScape
• Full managed services • Planning and presentation of reports and
Branch for contingency and survivability
trends
• Proteus, ASC EVOip integration
Pohjola Bank
Goals Solution Benefits

Upgrade from Hicom OpenScape 4000 Increased trader
Trading system efficiency through
OpenScape Xpert flexible, intuitive GUI
Integrate CRM
application ASC Voice recording Improved
expandability to
Reduce costs CRM / CTI accommodate growth
Vendor expertise for

complete solution
Why Unify for time critical communication needs
Innovation leader Global coverage Proven, native solution
1st touch screen device Deployments in over 39 +250 Customers

countries
1st multi-line IP solution >15,000 Seats
Global services and
1 with radio integration
st
support >25 years experience
TDM/IP/WebRTC/Circuit Integrated in Atos family Single source native

solution
54
Backup
OpenScape Xpert
Roadmap
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OpenScape Xpert

Time-critical communication orchestration

The number of power

A fast response is a cost 87% 500K $150B

The alarm is raised and OpenScape

The dispatcher activates the pre-

The dispatcher initiates a one-click

…a video link is established via the

Video and social media channels offer critical information

Between field engineers and

Selected Unify to support

And now between command

“Our customers are our top

Connecting and collaborating with

Time critical decisions demand user Multi-modal communication

• Standard desk phones are not up to the task

• Solutions must integrate with strategic enterprise systems

• Telecom infrastructure is specialized, complex. It needs to be future proof.

• Must have advanced features users need to succeed

• Where required, security & regulatory compliance cannot be compromised

OpenScape Xpert is a robust, multi-line communications solution that

Continuous uptime Bridging comms Enhanced productivity Assured compliance

Enhanced response Open integration Operational flexibility … and more

User Centric Scalable, Integrated Standards based Efficient,

Programmable soft and

Call Control Intuitive Design

Powerful user control of call management, ownership and

Policy conformity, accountability and risk mitigation

Reduced costs • CTI server (Master Trade Board) is no longer needed

More voice recording choices • Alternate local voice recording options

Reduced TCO • Reduced network traffic between client and database

Designed for user needs • Simplified licensing structure

Push-to-Talk/Mute with Volume Control

• Up to 8 channels per module

• Connects up to 4 speech units/headsets

and interaction analytics Compliance investigation

NICE support : NTR V3

 Fully redundant, active-active switching matrix

VMware High Availability (HA) VMware Fault Tolerance (FT)

High Availability for System Manager

Fault tolerance for MLC

Voice SIP Call SBC SIP Call SBC Voice

System CTI Server CTI Server System

OpenScape Xpert clients

Goals Solution Benefits

OpenScape Xpert provides the opportunity to handle multiple

• Healthcare sector Solution Results

“We wanted to have a control center solution which can be optimally

Trading operations demand efficiency and reliability of communications

Goals Solution Benefits

Vendor expertise for

1st touch screen device Deployments in over 39 +250 Customers

TDM/IP/WebRTC/Circuit Integrated in Atos family Single source native

• Source latest from intranet

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