OpenScape V2.0 User Guide

HiPath OpenScape
V2.0
User Guide
*1PA31003-S5020-A800-1-7619*
1P A31003-S5020-A800-1-7619
The information provided in this document contains merely general descriptions or

characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products.
An obligation to provide the respective characteristics shall only exist if expressly
agreed in the terms of contract.
Siemens AG 2003
Information and Communication Networks,
Hofmannstrae 51, D-81359 Mnchen, Germany
Reference No.: A31003-S5020-A800-1-7619 Printed in the Federal Republic of Germany.
Subject to availability. Right of modification reserved.
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Nur fr den internen Gebrauch
Contents
Contents
1 Welcome to HiPath OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1.1 Accessing OpenScape Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2 Whats New in V2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3 Key Features of OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4 Key Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1 Install OpenScape as a Tab in Windows Messenger . . . . . . . . . . . . . . . . . . . . . . . . .
2.2 Configure OpenScape as a Trusted Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.3 Set Your Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.4 Set up Your OpenScape Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.5 Select your Preferred Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.6 Configure Your Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.7 Select the Layout for your Personal Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.8 Configure the Web Conference Provider Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3 Use the Personal Portal to Manage Communications. . . . . . . . . . . . . . . . . . . . . . . . 3-1

3.1 About Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.1.1 Registered devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.1.2 Associated Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
3.2 Communicating with Your Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
3.2.1 View a Contacts Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
3.2.2 Determine How to Reach a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
3.2.3 Tell Me When.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
3.3 Voice Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.1 Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.2 Calling an OpenScape Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.3 Calling a Non-contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.4 Disconnecting a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.5 Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.6 Transferring a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
3.3.7 Adding a Party to a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
3.3.8 Sending Digits during a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
3.3.9 Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.3.10 Using the optiPoint 400 standard SIP V3.0 with OpenScape . . . . . . . . . . . . . . . 3-9
3.4 When Others Call You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
3.4.1 Your wav File Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
3.4.2 Your Web Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
3.4.3 Callers Can Leave Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
3.5 Manage Your Phone Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
3.5.1 The Interaction Center Folders in Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
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3.5.2 WebGreeting.htm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.5.3 Customize your Default Web Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.5.4 Modify Links in Your Web Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.6 Email and Instant Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.6.1 Outlook with OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.6.2 Windows Messenger with OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3-11
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4 Rules Give You Control of Your Communications . . . . . . . . . . . . . . . . . . . . . . . . . . .

4.1 Using the Rules Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.1.1 Create a new rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.1.2 About Rules That Route to my device or person list . . . . . . . . . . . . . . . . . . . . . .
4.1.3 Change or Delete Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.2 Set up Lists of Users or Dates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.2.1 Set up a User List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.2.2 Set up a Date List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3 Rules Based on Your Presence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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5 Access OpenScape from the Voice Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

5.1 Manage Your User Profile Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5.2 Listen to Voice and Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5.3 Manage Calendar Appointments by Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5.4 Review and Manage Outlook Contact Information by Phone . . . . . . . . . . . . . . . . . . . .
5.5 Access Workgroup Features by Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5.6 Menu Tree for Voice Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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6 Provide Services to Your Callers through the Self-Service Portal . . . . . . . . . . . . . .

6.1 GuestContent.htm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2 Setting up Access to the Self-Service Portal for an Outlook Contact . . . . . . . . . . . . . .
6.3 Customize Greeting for Contact Guests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.4 Your Contacts Can Use Self-service Portal to Make Appointments With You . . . . . . .
6.5 Make Documents Available to All Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.6 Make Documents Available to Outlook Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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7 Collaborate via the Workgroup Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7.1 Managing your workgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.2 Starting a Web Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.3 Viewing Conference Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.4 Viewing Workgroup Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.4.1 For Office Files with Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.4.2 For PDF Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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8 Using OpenScape -- Real-life Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8.1 Scenario for a Typical i-Worker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.1.1 In the office, working at his PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.1.2 In a meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.1.3 Other scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2 Using the Workgroup Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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8.3 What if Joe had a Siemens optiPoint 400 V.3 SIP Phone? . . . . . . . . . . . . . . . . . . . . . 8-4
A Frequently-Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1
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Welcome to HiPath OpenScape
HiPath OpenScape makes it easier for youregardless of whether you are in the office, at
home, or on the roadto access the people and the information you need.
>
To learn how to use HiPath OpenScape, take the tutorial at

http://wbt.icn.siemens.com/openscape/index.htm.
The Personal Portal

The Personal Portal is the main workspace for OpenScape. Depending on how you launch
OpenScape, your Personal Portal can appear:
In an Internet Explorer page

You can incorporate any or all of your Outlook components (Inbox, Calendar, folders, etc.)
into the Personal Portal.
For Windows XP users, as a tab in Windows Messenger (requires Internet Explorer 6.0 or
higher)
As a page in an Outlook folder (requires Internet Explorer 6.0 or higher)

Refer to the Outlook Help for information about how to set this up.
Regardless of where the Personal Portal appears, it has the following components:
My Status: Set your status here so that OpenScape can use your presence information to determine the best means to route communications to you.
My preferred phone: Specify on which of your voice devices (desk phone, cell phone, Windows Messenger, home phone, etc.) OpenScape should route voice communications directed
to you.
My Calls: Make calls, start a conference call, and track the current status of your devices.
My Contacts: Manage your contacts and check whether a contact is available by voice, email,
or instant messaging.
My Workgroups: Manage your workgroups and check their status (such as whether a meeting
is in progress).
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Accessing OpenScape Features
1.1
Accessing OpenScape Features
OpenScape is available in several feature packages. Your access to OpenScape features depends on which package or combination of packages was purchased by your company:
The Core Package (not optional) includes all features of the Personal Portal described in
Welcome to HiPath OpenScape. Voice conferencing is extremely limited if your company
has purchased only this package.
The Collaboration Package (optional) includes the ability to have 288 simultaneous voice
conferences and for users to initiate a WebEx or LiveMeeting conference with just one click
(if your company subscribes to one of these services.)
The Voice Portal Package (optional) includes all features described in Access OpenScape
from the Voice Portal and Provide Services to Your Callers through the Self-Service Portal.
1.2
Whats New in V2.0
A re-designed look for the Personal Portal.
The new Tell Me When feature allows you to request that OpenScape notify you or take
action when a contact becomes available. Refer to Section 3.2.3 on page 3-4.
You can use the Rules Wizard to set up a rule for when your presence changes. Refer to
Section 4.3 on page 4-8.
You can design a custom layout for the Personal Portal. The layout can include all Outlook
functionality in one portlet or separate portlets for Inbox, Contacts, and/or Calendar. It can
also include any web pages or web applications that your system administrator has configured. Refer to Section 2.7 on page 2-5.
If your company subscribes to this service, Live Meeting has been added as a web conferencing provider. Section 2.8 on page 2-5 contains information on configuring the web conference provider settings and Section 3.3.9 on page 3-8 provides instructions for using web
conferencing.
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1.3

Key Features of OpenScape
Key Features of OpenScape
OpenScape simplifies your business communications environment by unifying access and control elements into a single application.
OpenScape provides:
One Number Service - allows you to give out one phone number for people to reach you.
You control where to route those calls through OpenScape.
Unified Messaging Service - You can store, access and manage voice, fax and email
messages in your Microsoft Outlook Inbox.
Instant Messaging Service - Works in conjunction with Windows Messenger to provide

secure and auditable instant messaging service, including the ability to send one instant
message to multiple contacts.
Audio Conferencing Service - Supports your needs for scheduled and ad hoc conferencing without requiring special call-in and logon procedures.
Multimedia Collaboration Services - Supports live, interactive document reviews among

members of geographically dispersed workgroups and collaborative teams.
Priority Contact Handling - Enables users to offer specialized priority routing and selfservice options for priority contacts.
Presence-based Contact Management - Enables you to see and share real-time presence and availability information with colleagues.
Multimodal Communications - Allows seamless transition of communications activity

across a variety of devices and media.
Text-to-speech conversion - Converts text messages to speech, which can then be read
out over a voice device.
Voice Commands - Recognizes voice commands through Automatic Speech Recognition

technology.
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Key Concepts
1.4
Key Concepts
Your status is the basis for optimized communications
OpenScape uses your status to determine how to route communications to you. Your coworkers can see whether you are in the office, in a meeting, working remotely, etc. (Of
course you can always choose to block individuals from seeing your status.) Remember to
set your status and keep it current! There is no correlation between your OpenScape status
and your Windows Messenger status.
Your contacts -- a circle that can include co-workers, customers, family, and friends
Set up your contacts (other OpenScape users) so that you can see at a glance what their
status is and determine the best way to reach them. You may have other non-OpenScape
users as Windows Messenger contacts, and you will definitely want to configure some people with whom you communicate regularly as Outlook contacts so that they can take advantage of your Self-Service Portal.
Your devices -- you define them, OpenScape tracks them

You define the devices for voice, email, and instant messaging on which you want to be
reached. OpenScape keeps track of all devices configured for a particular media type, determines the overall availability of those devices and then routes calls, emails, or instant
messages appropriately. There is no direct link between your status and the overall availability of your devices. Remember to set your device preferences -- which phone, email address, and instant messaging device you want to be reached on!
Portals -- access to the powerful features of OpenScape:

The Personal Portal is your desktop application.
The Voice Portal, which provides phone access to OpenScape, is described in Access
OpenScape from the Voice Portal.
The Self-Service Portal, which provides phone access for your callers, is described in Provide Services to Your Callers through the Self-Service Portal.
The Workgroup Portal, which makes it easy for you to work in collaboration with others, is
described in Collaborate via the Workgroup Portal.
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Getting Started
Install OpenScape as a Tab in Windows Messenger
Getting Started
Here are some essential steps to get you started with OpenScape:
Your system administrator will provide the URL for you to access OpenScape. If you would
like to download the OpenScape client and install it as a tab in Windows Messenger, use
the procedures in Section 2.1.
Configure OpenScape as a trusted internet site in your Internet Explorer browser. Refer to
Section 2.2.
OpenScape is presence-aware, so be sure to set your status and change it when needed.
Refer to Section 2.3 on page 2-3.
Add your contacts to take advantage of OpenScape's multi-resource communications feature. Refer to Section 2.4 on page 2-3.
Indicate your preferred phone and other communication devices. Refer to Section 2.5 on
page 2-4.
Configure your device preferences, password, language and ring-no-answer timeout. Refer to Section 2.6, Configure Your Preferences, on page 2-4.
Select the layout for your Personal Portal, including some or all Outlook components. Refer
to Section 2.7, Select the Layout for your Personal Portal, on page 2-5.
If your company subscribes to a web conference service (WebEx or Live Meeting), configure your password. Refer to Section 2.8 on page 2-5.
2.1
Install OpenScape as a Tab in Windows Messenger
>
This optional functionality is available only Windows XP. Note that the person doing
the installation should know the download site, the OpenScape System Name, and
the OpenScape Server Name.
1.
If Windows Messener is open, close it.
1.
Download the OpenScape client from the site provided by your system administrator.
2.
Double click the executable file that you downloaded.
3.
At the Choose Setup Language prompt, select the appropriate language and click OK.
4.
At the Welcome to Siemens OpenScape Client prompt, click Next.
5.
Verify that your User Name: and Organization: are filled in and click Next.
6.
When prompted for the OpenScape System Name, enter the system name provided by
your system administrator and click Next.
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Getting Started
Configure OpenScape as a Trusted Site
7.
When prompted for the OpenScape Server Name and LC Server Name: enter the names
provided by your system administrator and click Next.
8.
At the Ready to Install the Program prompt, click Install.
9.
At the Siemens OpenScape Client Completed prompt., click Finish.
10. Launch Windows Messenger, sign in, and select the tab with the question mark.
11. If you see a Windows Messenger pop-up, you can read it and click Dont show me this
message again.
12. When you are prompted to sign on, enter your Windows Messenger User name & Password, select Remember my password and click OK.
You should now be able to view your Personal Portal from within Windows Messenger.
13. From the Windows Messenger toolbar, select Tools | Options | Privacy and verify that the
Don't download any tabs to my computer is unchecked.
2.2
Configure OpenScape as a Trusted Site
Your system administrator will provide the URL for you to access OpenScape.
OpenScape uses your Windows authentication credentials, which means that you do not need
a separate user ID and password to log on to OpenScape.
You do, however, need to add the OpenScape web site to your Internet Explorer (IE) list of trusted sites:
1.
From the IE Tools menu, select Internet Options.
2.
On the Security tab, click the Trusted Sites icon.
3.
Click the Sites... button.
4.
In the Add this Web site text box, enter the OpenScape site provided by your system administrator.
5.
Click OK.
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Getting Started
Set Your Status
2.3
Set Your Status
Your status is the primary variable that OpenScape checks to determine how to route communications. It provides a basis for the rules that give you control over how your communications
work.
Click My Status and select a status from the drop-down list.

You can select from one of the following predefined statuses:
Working Remotely
In the Office
Be Right Back
In Meeting
No Interruptions
Out of Office
On Business Trip
On Vacation
The status that you set can also be seen by other OpenScape users who have you in their My
Contacts list. However, you can block other contacts from seeing your status by using the Windows Messenger Block List. (Consult the Windows Messenger Help for information on this feature.)
There is no correlation between status in OpenScape and status in Windows Messenger. You
must set your OpenScape status from the drop-down list provided by My Status or from the
Voice Portal (by phone). There is no option to change status automatically.
You should set your status in OpenScape to indicate your own personal status and control
which OpenScape rules are in effect. You should set the status in Windows Messenger only to
indicate the availability of your Windows Messenger device.
2.4
Set up Your OpenScape Contacts
OpenScape makes it easy to communicate with people you have configured as contacts. Add
your contacts as follows:
1.
From My Contacts, click
2.
The Windows Messenger Add a Contact Wizard steps you through the process.
The contacts you added appear in your My Contacts list, where you can easily determine their
status. (Refer to Section 3.2, Communicating with Your Contacts, on page 3-3.)
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Getting Started
Select your Preferred Devices
OpenScape contacts are separate and distinct from Outlook contacts and from Windows Messenger contacts. The people in your My Contacts list are other OpenScape users. You cannot
import contacts from Outlook to OpenScape or vice-versa.
To delete a contact, use Windows Messenger.
2.5
Select your Preferred Devices
Your preferred phone (also called voice device) is the one that OpenScape uses when your
rules call for routing to your preferred phone. Your preferred phone is also the one that is used
when you make a call from My Calls.
On the Home page, click My preferred phone and select one from the devices that are shown.
The list contains all phones that are currently configured for you in OpenScape. You can add
other phones, such as your cell phone, your home phone, etc. (Refer to Section 3.1.2.1, Create
a new associated device.)
If you have a SIP phone such as a Siemens optiPoint 400 standard SIP V3.0 phone, it is automatically configured.
If you preferred device is not set, then the system attempts to pick the best device for the situation based on your device availability, on whether the device is registered or associated, and
on the device type.
2.6
Configure Your Preferences
Click
(Options) to set your preferences:
Select your preferred devices for voice (same as My preferred phone on home page)
Email, and instant messages.
Enter your OpenScape password for the Voice Portal. (This is the numeric password you
enter when you access OpenScape by phone.)
Enter your preferred language.
>
2-4
The browser language settings determine the language for the OpenScape logon
screen. If your browser language is not supported by OpenScape, the logon screen
appears in English. You can specify the language for the Personal Portal.
Enter the number of seconds for ring-no-answer timeout. This is the time interval that
OpenScape will continue to ring the voice device before the caller is routed either to voice
mail (for devices that have voice mail) or (for devices without voice mail) move to the next
step in the call process. Note that you can set this value to 0, but this will cause the phone
to ring indefinitely.
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2.7
Getting Started
Select the Layout for your Personal Portal
Select the Layout for your Personal Portal
Select a layout for your Personal Portal as follows:

1.
Click
2.
Select the layout you prefer.
3.
The list of available portlets shows which portlets are available for the layout you selected.
Select a portlet and move it into the column where you want it. You can also use the up and
down arrows to position a portlet in a column.
>
4.
(Options), then click the Layouts tab.
If your system administrator configured any web pages or web applications as custom portlets, these appear in your list of available portlets and you can access these
from the Personal Portal.
Click Apply changes.
>
2.8
You can access your Inbox and Calendar from the Personal Portal as long as the language of the Personal Portal matches that of your mailbox.
For example, if your mailbox was created with a U.S. English Outlook client, then you
can only access your Inbox and Calendar when you set your Portal language to English. Refer to Section 2.6 for information on configuring the language of your Personal Portal.
Configure the Web Conference Provider Settings
If your company subscribes to WebEx or Live Meeting for web conferencing, you must configure your password and other settings for these services.
1.
Click
(Options), then Web conference provider settings.
2.
Click the appropriate link to access the web page for the provider that your company uses.
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Getting Started
Configure the Web Conference Provider Settings
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Use the Personal Portal to Manage Communications
About Devices
Use the Personal Portal to Manage

Communications
3.1
About Devices
In OpenScape, communication devices include phones, instant messaging, and email. There
are two categories of devices:
Registered devices are automatically configured for you. SIP phones (such as the Siemens optiPoint 400 standard SIP V3.0) and Windows Messenger are registered devices
that are automatically recognized by the system.
Associated Devices are devices such as your cell phone or your email address that you
must configure in order for OpenScape to recognize them.
To view and manage your devices, click
3.1.1
(Options), then click the Devices tab.
Registered devices
For a registered device, you can do the following:

3.1.1.1
Change the name of the device
1.
Click
2.
Click the
3.
In the Name box, enter a new name for the device.
4.
Click
3.1.1.2
(Options), then click the Devices tab, then Registered Devices.

(Edit) icon next to the device whose name you want to change.
(Update).
Change the media that the device is enabled for
1.
Click
(Options), then click the Devices tab, then Registered Devices.
2.
Click the
3.
Check or clear the box for voice, instant message, or email.
4.
Click
(Edit) icon next to the device you wish to change.
(Update).
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About Devices
3.1.2
Associated Devices
For an associated device, you can do the following:

3.1.2.1
Create a new associated device
1.
Click
(Options), then click the Devices tab, then Create Associated Device.
2.
Enter the Name and Contact information. In the Media Contact field:
To configure a phone, enter the phone number, using the same numbers that you
would dial from your desk phone.
To configure an email address, enter the address (e.g. user1@hotmail.com)
3.
Select one or more modes for the device (voice, instant message, email).
4.
Select the current presence (availability) of the device (offline, online, or busy).
5.
Click Create.
To subsequently change the presence information, you must edit the associated device.
3.1.2.2
Modify or delete an associated device
1.
Click
2.
Click the
Edit: Enter the new information and click
Delete: a message asks if you want to delete the device. Click OK.
3.1.2.3
(Options), then click the Devices tab, then Associated Devices.

(Edit) or
(Delete) icon for the device that you want to modify or delete.
(Update).
Set the presence for an associated device
1.
Click Options, then click the Devices tab, then Associated Devices.
2.
Click the
3.
Select the presence (Online, Offline, Busy) that you want to apply to the selected device.
4.
click
3-2
(Edit) icon for the device you want to change.
(Update).
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3.2

Communicating with Your Contacts
When you want to get in touch with an OpenScape contact, the My Contacts list makes it easy
to determine the best way to reach that person.
3.2.1
View a Contacts Status
The icon to the left of the contact's name shows the person's current status:
In Office or Working Remotely
Be Right Back or In Meeting

On Business Trip or Out of Office
On Vacation
No Interruptions
Unknown
The status is also shown in a tool tip that appears when you hold the cursor over the icon.
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3.2.2
Determine How to Reach a Contact
The icons to the right of the contacts name show you whether that person can be reached by
phone or instant message:
When the phone icon
is blue, the contact is available for a voice call.
When the phone icon is yellow, the contact is busy on one of his or her voice-enabled devices.
When the phone icon is gray, the contacts ability to receive a phone call is unknown to the
system.
When the phone icon is grayed out, the contact's preferred phone is not available (but voice
mail is always available).
When the IM icon
Email
is missing, the contact is not available for instant messaging.
is always available.
This information is also available in the form of a tool tip when you hold the cursor over the icon.
>
The icon and tool tip display the overall availability for each media type (voice, email,
instant message) that is supported by any of the devices owned by a user. It takes
into account the state (busy, online, offline, or unknown) of each device that supports
that media type. Then those states are combined to determine overall availability.
3.2.3
Tell Me When..
If you are having problems reaching a contact, you can have OpenScape take action or notify
you when that person becomes available.
For example if you want to make a voice call to a contact but can see (via the icon
next to
her name) that she is not available for a voice call, you can use the Tell Me When feature to ask
to be notified when she is available.
3.2.3.1
How to Use Tell Me When
Activate the Tell Me When feature for one of your OpenScape contacts as follows:
1.
Click the contacts name.
2.
Select:
3-4
What OpenScape should watch (status, voice availability, or IM availability)
What change OpenScape should look for
What action it should take (place call, start IM, send a notification)
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If you want to be notified, select the type of notification, the target to be notified, and
an optional notification message.
3.
Set the expiration time for this feature (maximum: 1 day).
4.
Click OK. A special icon indicates that the Tell Me When feature is active for that contact.
You can view the settings (and the time remaining) at any time by holding your cursor over the
icon.
3.2.3.2
Modify or Deactivate Tell Me When
You can change the settings or deactivate Tell Me When at any time before it expires:
1.
Click the contacts name.
2.
Click Edit to change the settings or Cancel to deactivate the feature for this contact.
3.2.3.3
Change the Default Settings for the Tell Me When Feature
The default settings for this feature are:
When voice availability changes to online, notify me on my Personal Portal (expires in 15

minutes)
You can change the defaults to suit your preferences. This enables you to activate the feature
on the fly, without having to configure the settings each time.
1.
Click
(Options), then Preferences, then Tell me when defaults.
2.
Change the default settings and the notify settings and click Apply Changes.
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Voice Communications
3.3
3.3.1
Making Calls
>
When you make a call, OpenScape first calls YOUR preferred voice device before
trying to reach the called party.
Whether you make a call from My Contacts, My Calls, or My Work Groups, the status of your
call is displayed in the lower pane of My Calls.
Note that if OpenScape restarts while a call is in progress, all parties to the call will have to disconnect manually rather than through the portlet (e.g. My Calls).
3.3.2
Calling an OpenScape Contact
To call an OpenScape contact, simply click
next to the person's name.
The call is routed over your preferred voice device to the preferred voice device of the contact
you are calling.
3.3.3
Calling a Non-contact
To call someone who is not an OpenScape contact:

1.
From My Calls, enter the information in the Number field.
2.
Click
3.
Enter the phone number exactly as you would dial it from your desk phone with the appropriate prefixes.
You can use the Disconnect, Hold / Unhold, Transfer, and icons to manage the call while you
are connected:
3.3.4
Click
3.3.5
Click
hold.
3-6
Disconnecting a Call
.
Putting a Call on Hold

to put the call on hold. Click the same icon when you are ready to take the call off
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3.3.6

Transferring a Call
1.
Click
2.
On the Select Participants page, select the party you want to transfer the call to from one
of the following:
Your list of contacts
The Global Address Book
By entering contact information
3.
Click Add to move the name to the List of Selected Parties.
4.
Click Transfer.
3.3.7
Adding a Party to a Call
1.
Click
2.
On the Select Participants page, select the party you want to add to the call from one of
the following:
3.
Your list of contacts
4.
The Global Address Book
5.
By entering contact information
6.
Click Add to move the name to the List of Selected Parties.
7.
Click Add.
3.3.8
Sending Digits during a Call
When you need to send digits during a call (for example, to enter a password or an account
code), you can use the dialpad.
1.
Click
(Launch dialpad).
2.
Enter the digits using the dialpad.
The dialpad closes when the call is ended.
>
Although the dialpad is essential for sending digits while you are using Windows
Messenger as a voice device, you can also use it with a regular phone.
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3.3.9
Making Conference Calls
The following options are available for starting a voice or web conference:
Start a conference:
1.
From My Calls, click the Start Conference icon
2.
Select one or more participants for the conference from your OpenScape contacts, the
Global Address Book, or by typing in the contact information (name, phone number,
and email address).
3.
Click the corresponding Add link so that the party or parties is moved to the Selected
Parties list.
4.
Click either Start Web Conference now or Start Conference now to conference the
selected parties.
Start a conference with two or more of your OpenScape contacts:

1.
From My Contacts, click the box next to the contact to select that person for the conference.
2.
Click the voice conference icon or (if your company subscribes to Live Meeting or WebEx) the web conference icon to start the conference.
Start a voice conference or a web conference with a work group by clicking the appropriate
icon in My Work Groups.
When you are communicating with only one person, you can simply click on the icon representing the voice, IM, or email next to that person's name in My Contacts. If you are placing a multiparty call, then you need to select the check boxes next to each party you would like on the call,
then click:
for a voice conference or the appropriate icon for a web conference.
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3.3.10
Using the optiPoint 400 standard SIP V3.0 with OpenScape
If you are using the optiPoint 400 standard SIP V3.0 with OpenScape, please note that the rules
you configure in OpenScape take precedence over any features that you set on the phone.
3.3.10.1
Some Features May Be Disabled
Taking into account the fact that OpenScape rules can override some phone features, your System Administrator may disable the features shown in Table 3-1on your phone.
Phone feature
Recommendation
Call forwarding
Use OpenScape Rules to forward calls.
Call deflect (forwarding on

the fly)
Use an alternative method in OpenScape such as changing

your preferred phone.
Do-not-disturb
Set your OpenScape status to No Interruptions.
Call join
Use the OpenScape conference features.
Personal status
Set your status from OpenScape.
Table 3-1
3.3.10.2
Features on optiPoint 400 standard SIP V3.0 phone that may be disabled
Recommendations
Table 3-2 contains recommendations for other features and scenarios.

Phone feature or scenario Recommendation
Hold
No mix and match:

If you put a call on hold from your phone, you should use the
phone to retrieve it.
If you put a call on hold from the Personal Portal, you should use
the Personal Portal to retrieve it.
Call transfer from hold state You cannot transfer a call that is on hold.
Implicit join
Transfer in following scenario will not work: A has call established

with B as well as C. Now A can not Transfer B to C or C to B.
Consultation after hold from You cannot do a consultation from the Personal Portal if the call
portals
is put on hold prior to consultation.
Forwarding
Table 3-2
Forward calls using your OpenScape rules and not from the
phone.
Recommendations for optiPoint 400 standard SIP V3.0 phone features
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When Others Call You
3.4
When Others Call You
The rules that you set up using the Rules Wizard determine what happens when others call
you. Based on your status, you can have callers directed to another device, transferred to another number or a different person, or routed to your personal web site, where they hear your
greeting.
When callers are routed to your personal web site, they hear your wav file greeting and the
prompts (for example, Press 1 to leave a message) provided by your web greeting. Both greetings are stored in Outlook folders.
3.4.1
Your wav File Greeting
You can record a greeting for your callers. Like the other greetings described below, this greeting is stored in an Outlook folder. The recorded voice is a wav (audio) file called PhoneGreeting, located in your PersonalizedGreetings/ GreetingToUse folder.
Use the Voice Portal to record your greeting. Refer to Section 5.6 on page 5-3 for a map of the
Voice Portal.
>
Note that it is your web greeting that provides prompts such as Press 1 to leave a
message, so your wav file greeting can be as simple as Hello, this is Peter Streiff at
Siemens.
If you have recorded a greeting in your own voice, callers hear that before they hear your web
greeting (which is not in your own voice).
If you are unsuccessful in opening the wav file from the folder, you should set your browser to
play wav files in a separate window:
1.
In IE, click toolbar button labelled Media.
2.
At the bottom of the media toolbar, click Media Options, then Settings, then Reset preferred types....
3.
Confirm that you want to reset the preferred media types and close the media bar.
4.
Next time you download a wav file, IE will ask whether you want to play these types of files
inside IE. You should answer no. Wav filesshould now play in a separate application.
3.4.2
Your Web Greeting
With OpenScape, the greeting that your callers hear is actually a web page -- an HTML file that
is stored in a predefined Outlook folder. The text-to-speech feature of OpenScape turns your
web page into the spoken words that your callers hear.
When you first launch OpenScape you have two default web greetings already set up:
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Manage Your Phone Greetings
WebGreeting -- this is a general greeting that is played to all your callers. It is located in
the appropriate language-based subfolder of the ForwardAccess folder.
GuestContent-- this is a greeting tailored for a caller who is an Outlook Contact. It is located in the appropriate language-based subfolder of the GuestContent folder.
7
3.4.3
Do not delete these files or your callers will not hear any greeting. Consult your system administrator before changing the names of these files.
Callers Can Leave Voice Messages
Your callers can leave voice messages for you. There are two message delivery options: normal (which is the default) and urgent. The maximum recording length is five minutes.
Once the caller has finished recording the message, contact guests who are logged on can use
other guest features of the system like transferring to another extension.
Your callers can also access the features of the Self-Service Portal.
3.5
3.5.1
The Interaction Center Folders in Outlook
The greetings for your callers and the documents to be provided to your callers are stored in
Outlook folders (the Interaction Center folder and subfolders). These folders and the default
greetings are set up for you automatically.
Language-specific subfolders are included. In two cases, (SelfService and GuestContent), they
are there as an aid if you handle calls in more than one language. In the case of the ForwardAccess folder, they determine which language greeting gets played to your callers.
Consult your system administrator for assistance in setting up alternate language greetings.
3.5.2
>
WebGreeting.htm
Note that the exact name of this file may vary depending on your language.
This is the greeting that is played for all your callers.To be active, this file must be placed in the
appropriate folder (based on your language) called ForwardAccessToUse.
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The default web greeting provides links to allow your callers to leave you a message, retrieve
documents from a folder you specify, or log in as a contact guest. The documents available to
your callers are any documents you place in the InteractionCenter/SelfService/ folder and its
subfolders.
The content of the default web greeting is:
Welcome to my personal web site.

You may leave me a voice message or retrieve documents. If you have an ID you may also log
on to make an appointment with me. Please make your selection from the following choices:
Leave message
Retrieve documents
Login
Disconnect
OpenScape transforms the HTML document into the greeting that your callers hear. OpenScape automatically inserts Press <digit number> to... before each link. So with the default
greeting, your callers hear:
Press 1 to leave message.

Press 2 to retrieve documents.
Press 3 to log in.
Press 4 to disconnect.
You can create your own web greeting and replace the default.
3.5.3
1.
Customize your Default Web Greeting
In your Outlook Personal Folders, locate the appropriate ForwardAccessToUse folder.

Open the WebGreeting.htm file located in that folder. Since it is a web page (HTML file),
the file will open in a browser window.
2.
From the IE File menu, select Edit with Microsoft Word.
3.
The greeting contains text that will be rendered into speech for your callers, so when you
edit the document in Word, you can type whatever you want your callers to hear. For example:
Hi this is Anna at Siemens and you have reached my OpenScape web-based greeting. I
am on vacation until June 15. While I am away, Mr. Schmidt will handle my calls. Please
select from the following.
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4.

As you can see in the document, the menu of selections for your callers: Leave message,
Retrieve documents, Login, Disconnect is formatted as a bullet list. Each selection is hyperlinked to the target. (You can hold your cursor over each link and see the target that is
currently defined for the link.)
You can modify the links if desired.
5.
When you have modified the web greeting, save the document as a Web Page with the
name WebGreeting in a convenient folder or on the Desktop. (Note that the exact name of
this file may vary, depending on your language.)
6.
Delete the default WebGreeting file that is currently in the ForwardAccessToUse folder.
7.
From the folder where you saved the modified WebGreeting file, drag and drop the file into
the appropriate ForwardAccessToUse folder.
>
3.5.4
There should be only one file in the ForwardAccessToUse folder and it must be
called WebGreeting.htm
Modify Links in Your Web Greeting
You can modify the links that appear as items in the bulleted list in WebGreeting.htm.
>
Use caution when modifying the links or your caller will be dropped from the call.
The following are some examples and guidelines for changing the links (Leave message, Retrieve documents, etc.) in your web greeting:
3.5.4.1
Modify the Retrieve document link
Add a folder with documents for callers to retrieve:

1.
Right-click on the Retrieve documents link and select Edit Hyperlink.
2.
In the Edit Hyperlink dialog, the Address box shows the existing link.
The parameter AN=SelfService allows the caller to access documents in your Interaction Center folder.
A second parameter (designated by &FN=) designates the root folder where the system starts
looking for documents to offer the caller.
The default is anything under InteractionCenter/SelfService/<language folder>.
You could create a folder called Anyone with documents that any caller could retrieve.
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Email and Instant Messages
You could also create a folder specifically for an Outlook contact who must log in to retrieve the
document.
3.5.4.2
Modify the Leave message link
Allow your callers to leave the same message for multiple parties:
1.
Right-click on the Leave message link and select Edit Hyperlink.
2.
In the Edit Hyperlink dialog, the Address box shows the existing link. There are two parameters that affect the way callers can leave messages:
The parameter contmsg (the default) allows the caller to leave a message for you. The caller
does not have to address the message.
The parameter message allows the caller to leave a message for you, but the caller is asked
to address the message and can add multiple destinations.
Do not change the links for Login or Disconnect.
By modifying the links in your greeting, you could offer your callers the opportunity to transfer
to another extension. You could allow your callers to listen to the contents of any web site (for
example a site with updated information about your product or even your own web log).
Refer to the Word Web Guide with additional information about using this OpenScape feature.
3.6
3.6.1
Outlook with OpenScape
Outlook and OpenScape are closely integrated, providing the following features:
From My Contacts, send an email to a contact by clicking
Set up a rule that turns your Outlook Out-of-Office message on or off
Manage your calendar and retrieve information about your Outlook contacts by phone.
Manage your Outlook tasks by phone
Use the Outlook Journal to keep a log of OpenScape activities. Depending on how you set
up your rules, OpenScape logs information about the following activities when log in journal is specified:
Incoming or outgoing voice calls
Incoming or outgoing instant messages
Incoming emails
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Journal entries created by OpenScape can be viewed only in Outlook. The entry in the Journal
appears as a push-pinned yellow post-it icon that contains the information described above.
You must apply a table view with no filter to the OpenScape folder in order to see the journal
entries from OpenScape. Refer to Outlook Help for more information about using the Journal.
>
3.6.2
Your Outlook Contacts are separate and distinct from your OpenScape contacts. You
can configure only other OpenScape users as your OpenScape contacts. You can
configure anyone as an Outlook contact and give them special access to the OpenScape Self-Service Portal.
Windows Messenger with OpenScape
You can launch the OpenScape Personal Portal from a Windows Messenger tab. (Refer to Section 2.1, Install OpenScape as a Tab in Windows Messenger for installation instructions.)
You can also use Windows Messenger:
To send an instant message to a single contact or to multiple contacts
As one of your registered devices. You can configure Windows Messenger to be enabled
or disabled from specific communications modes such as voice, email, and instant messaging.
You add and delete your OpenScape contacts from Windows Messenger and manage the
allow / block list. (Refer to Windows Messenger Help for information on blocking someone
from being able to see you and contact you.)
You can take advantage of the Windows Messenger capabilities such as application sharing, file transfer, and point-to-point video when cameras are installed.
Because Windows Messenger availability is taken into account by OpenScape when it considers to which device a particular voice call, email, or instant message should be delivered, it is
recommended that you set your Windows Messenger status to Online when you want your
Windows Messenger to be included and mark it Away when you do not want it included.
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Rules Give You Control of Your Communications
With OpenScape rules, you control how and when others can communicate with you. Refer to
Chapter 8, Using OpenScape -- Real-life Examples for some typical rule scenarios.
About Rules
Each rule is associated with a status (Working Remotely, In Office, etc.).
When you set your status, only those rules that are assigned to this status are carried out when
a condition is triggered. If no condition or exception has been defined and the rule contains only
actions, then the rule is always in force for a particular status.
Rules can consist simply of actions (for example, Direct my incoming calls to Michael Schmidt),
but you can also add conditions and exceptions.
Conditions
A primary condition is one of the following: an incoming or outgoing call, an incoming or outgoing instant message, an incoming email, or your own presence.
You can make the rule more explicit by adding additional conditions, such as specific dates or
call types.
Actions
Actions specify the way you want the calls to be handled for the status and conditions you have
specified. Actions can include:
Direct to a list that can include devices and a person
Notify destinations (such as a contact or an email address) with a specific message
Log or don't log the call to your Outlook Journal
Write a text string to your Outlook Journal
Actions also include redirect provisions for how the call should be handled if the original action
fails.
For a given status (for example, On Vacation) and a given primary condition (for example, incoming calls), you may have several rules in effect. When OpenScape processes your rules
and finds more than one action, it processes the actions cumulatively if no actions are conflicting.
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Using the Rules Wizard
However, if actions are conflicting (for example, one rule states log to journal and another rule
also in effect for that status and condition states do not log to journal), then only the action
belonging to the higher priority rule set is executed. Priority is determined by placement in the
rule set, with the topmost rule set having highest priority. (The rules can be reordered to reflect
the desired priority.)
Exceptions
After you select actions, you can include one or more exceptions. The exceptions are identical
to the conditions, with except if or except added at the beginning.
For example, assume that the rule states, For an incoming call from Bill Gates, redirect to my
preferred device OR to my assistant except if after 19:00 and before 08:00. If a call from Bill
Gates arrived at 7:30 p.m., the call would not be redirected.
Default Rules
When there are no user-defined rules, the default rules are used. The final default rule is route
to voice mail so if no other condition or exception applied, the call would be directed to your
voice mail.
>
4.1
Users configured with Administrator rights can modify the default rules. A Reset button is provided to reset the default rules to their initial state. Note that the language
in which the names of the default rules appear depends on the language of the Administrator who has most recently used the Reset button.
The Rules Wizard helps you set up rules to determine how, when, and where you can be
reached.
To access the Rules Wizard:
Click
(Options) then click the Rules tab.
The Rules Wizard displays the names of all the default rules and any rules that you have created. You can click a rule name to read a description.
You can filter the view by selecting a status from the drop-down list. You will see a list of the
default rules and any rules that you created that are associated with that particular status.
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4.1.1
Create a new rule
The basic steps to create a new rule are as follows:

Enter the Primary Settings
1.
Click New...
2.
For the Primary Settings, enter a name for the new rule and a primary condition. It's a
good idea to enter a name that helps you remember the purpose of the rule, such as On
vacation.
If you want to add conditions (these are optional), click Conditions....You can add multiple conditions to a rule.
Table 4-1 describes the conditions for calls and instant messages.
Table 4-2 describes the conditions for incoming emails.
Not all of the conditions described below apply to all primary conditions.
For a condition based on Click
And then..
People whom the commu- To or from peo- 1. Select the source from which the people will
nication is To or From
ple
be chosen (My Contacts, Global Address Book,
Other Contacts, User List). You can use people
from one, several, or all of these sources.
2. Select the people from the appropriate sources and click Add to move the people to the Selected box on the right side.
3. When you have selected all the people, click
OK.
Whether the call is to or
call type
from an internal or external
number
Select internal or external
Status of your device
where my device is status
1. Select one device

2. Select the device availability. (You can make
multiple selections but they cannot be mutually
exclusive, for example, Available and Unavailable.)
3. Click OK.
Date or time
One or more of Select the date and time conditions and click
the date and
OK.
time conditions
Table 4-1
Conditions for Calls and Instant Messages
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For a condition Click

related to
And then..
Sender
from people
1. Select the source from which the senders will be chosen (My Contacts, Global Address Book, Other Contacts, User List). You can use people from one, several,
or all of these sources.
2. Select the people from the appropriate sources and
click Add to move the people to the Selected box on the
right side.
3. When you have selected all the people, click OK.
Subject line
when subject
1. From the first drop-down list, select Equals, Starts
contains specific with, Ends with, or Contains.
words
2. In the text box, enter the text.
3. Click Add to move the condition to the Selected box
on the right side.
4. Click OK.
Urgency
marked with cer- Select high or low importance.

tain importance
Who else resent only to me

ceives the email
Whether or not
you are copied
on the email
Where my name
is in the To box
and / or
Where my name
is in the CC box
When the email One or more of the Select the date and time conditions and click OK.
was received
date and time
conditions
Table 4-2
Conditions for Incoming Emails
Select Actions
Click Actions to define one or more actions to be taken when the conditions are met. Table 43 describes the actions. (Not all actions apply to all rules.)
4-4
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To add an action
Click
That directs the communi- direct to my device

cation to your device or to or person list (Refer
a person
to Section 4.1.2 on
page 4-5 for restrictions)
And then..
1. Select one person and/or one or more
devices from the sources listed
2. Click Add to move your selections to the
box on the right.
3. Click OK.
That notifies people or de- notify destinations 1. Choose the message type and one or
vices
with specific mes- more destinations.
sage
2. Click Add to move your selections to the
box on the right.
3. Click OK.
Log the communication in log or dont log call 1. Click Log or Do not log.
your Outlook Journal.
to journal
2. Click OK
Write something in your
Outlook Journal
Table 4-3
write text string to

journal
1. Enter the text.

2. Click OK.
Actions
Add (optional) exceptions, apply the rule, and finish

1.
Optional step: click Exceptions to define situations when the rule does not apply. Select
and define one or more exceptions.
2.
Click Apply Rule to apply the rule to one or more statuses.
3.
Review the rule description to make sure that it is exactly what you intend. If you have any
changes, use the buttons on the right (Conditions, Actions, Exceptions) or click an underlined term to modify the information for the rule.
4.
Click Finish. The rule is added to the list of rules. You can reorder the list using the up and
down arrows on the right.
4.1.2
About Rules That Route to my device or person list
My device or person list can include several devices but only one person. This is because
once the call has been routed to a person, that person's rules take over processing the call
(if the person is an OpenScape user) or the call is beyond the control of the rules (if the
person is not an OpenScape user).
Once the call is directed to anything other than an associated or registered device, the call
exits the control of the rules. So for example if you want to direct an incoming call to another
user address that you have set up but not configured as an associated device, that should
be the last redirect target configured.
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When your rules direct a call to another OpenScape user, the call is put in the control of
the forwarded-to partys rules.
If your call is directed or redirected to a device with voice mail, the rule stops processing
and the caller has the choice of leaving a message on that device.
The default timeout for ring-no-answer is 16 seconds. This means that if the call is directed
to two devices in sequence that both ring for more than 16 seconds without being answered, the rules do not continue down the list. Instead, the caller is routed to your OpenScape web greeting. You can change the timeout for ring-no-answer on the Preferences
page.
4.1.3
Change or Delete Rules
You can use the Rules Wizard to do the following:

Create a new rule by copying an existing one
1.
In the list of rules, select the one you want to copy.
2.
Click Copy.
3.
Enter a new name for the rule.
4.
Click Finish. You can then use Modify to change parameters for the new rule.
Modify a rule
1.
In the list of rules, select the one you want to modify.
2.
Click Modify.
3.
Select the new conditions or actions for the rule.
4.
Click Finish.
Rename a rule
1.
Select the rule to rename and click Rename.
2.
Enter the new name and click Finish.
Apply a rule to a different status

1.
Select the rule.
2.
Click Apply and select one or more statuses to apply it to.
3.
Click Finish.
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Set up Lists of Users or Dates
Reorder the rules

You cannot change the order of the default rules but you can reorder the rules that you created.
1.
While viewing the first Rules Wizard page, select a status from the drop-down list.
2.
Select the rule that you want to reorder and click the up or down arrow.
Delete a rule
1.
Select the rule.
2.
Click Delete.
3.
Confirm that you want to completely delete the rule by clicking Apply changes.
4.2
Set up Lists of Users or Dates
To make it easier to create new rules, you can set up lists of users and lists of dates that are
commonly included in your rules. For example, you set up a user list that includes member of
your workgroup or a list of holidays to which you want to apply the same rule.
4.2.1
Set up a User List
If there are a group of contacts, co-workers, family members, etc. whom you generally treat as
a group when you are setting up rules, you can set up a User List:
1.
Click
2.
Click To User List.
3.
Enter a name for the list and click OK.
4.
Click one of the sources listed on the top left and select people from that source.
5.
Click Add to move the people to the Selections box on the right.
6.
Click an additional source if desired and select people from that source.
7.
When the list is complete (people are listed in Selections box), click OK.
4.2.2
(Options) then Rules.
Set up a Date List
Set up a Date List if there is a group of dates (for example, holidays) that you want to use in
rules:
1.
Click
(Options) then Rules.
2.
Click To Date List.
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Rules Based on Your Presence
3.
Enter a name for the list and click OK.
4.
Define the dates by selecting individual dates from the calendars and clicking Add to move
the date to the Selections box on the right.
5.
When the list is complete (all dates are listed in Selections box), click OK.
4.3
Rules Based on Your Presence
You can set up a rule that goes into effect when your presence changes. This means that OpenScape takes note when one of the following changes:
Your status (In Office, Be Right Back, etc.)
Your availability for voice
Your availability for instant messages
You cannot add any conditions or exceptions to this rule. The actions for this rule are:
Notify destinations with a specific message
Log or dont log your presence trigger to your Journal
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Access OpenScape from the Voice Portal
Manage Your User Profile Features
The Menu Tree for the Voice Portal provides phone access to OpenScape. Check with your system administrator for the phone number for the Voice Portal.
Callers, both your Outlook contacts as well as others who are not known to OpenScape, access
features by phone through the Self-Service Portal (described in Chapter 6, Provide Services
to Your Callers through the Self-Service Portal.
5.1
Manage Your User Profile Features
You can change your OpenScape status (In Office, On Vacation, etc.) and your logon password.
5.2
Listen to Voice and Email Messages
You can call the Voice Portal number to listen to voice or email messages in your Inbox . Email
messages are read to you. The system advises you if there is an attachment with the email, but
the attachment is not read to you.
When you listen to your messages, you can filter them by type (voice or email), by urgency,
newness (i.e. unread messages), or simply listen to all messages in the order received.
Once you have listened to the message you can:
Delete it. (It is moved to the Deleted Items folder in Outlook if you need to retrieve it, but it
is permanently deleted when your Deleted Items folder is emptied.)
Mark it as unread
Forward it (via email)
Reply to it (via email)
You can also create a new voice message, which is sent as soon as you complete the message.
(It is not held until the end of the session).
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Manage Calendar Appointments by Phone
5.3
Manage Calendar Appointments by Phone
You can call the Voice Portal number to access your Calendar for the following tasks:
Accept or decline an appointment (and delete a declined appointment)
Listen to your next appointment if it was set up through the Self-Service center. (For example: Your next appointment is at 10 a.m. October 16 with Victor Chan.)
Play all appointments for a specific date and time range.
Block out a specific date and time range in the calendar. (Note that the appointment will be
blocked even if there is already an appointment in that time range.)
Review upcoming appointments. You hear all appointments with a tentative meeting status
within the specified time frame, one after the other, and you can accept or reject each one.
When a meeting is rejected, the busy status is changed from tentative to free and you can
still see the meeting in your calendar. You can then delete the rejected appointment and it
is moved to the Deleted Items folder.
5.4
Review and Manage Outlook Contact Information by Phone
If you need to obtain a phone number or email address for an Outlook contact, you can call the
Voice Portal number (provided by your System Administrator) and retrieve that information by
phone.
You dial the name of the contact and hear all the matches for that name. Once you select a
contact you hear his or her first name, last name, phone number, and other information that has
been configured for that contact.
You can modify information on that contact or delete the contact.
5.5
Access Workgroup Features by Phone
You can initiate a voice conference from the Voice Portal.
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5.6
Figure 5-1

Menu Tree for Voice Portal
Menu Tree for the Voice Portal
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Nur fr den internen Gebrauch Provide Services to Your Callers through the Self-Service
GuestContent.htm
Provide Services to Your Callers through the SelfService Portal
Your callers use your Self-Service Portal to communicate with you, retrieve documents that you
have made available, or make appointments with you.
A caller's access depends on whether the caller is:
A Contact configured in Outlook (also referred to as a contact guest) -- This person can
call and log in to the Self-Service Portal to make an appointment with you or retrieve documents from a private folder.
>
6.1
Note that this feature works for your Outlook contacts. Your OpenScape contacts (other OpenScape users) have access to their own Voice Portals.
Someone who is not configured as a Contact in Outlook -- This person can retrieve documents from your Self-Service Portal but cannot log in and make an appointment.
GuestContent.htm
This is the web greeting tailored for a caller who is configured as a Contact in Outlook. To be
active, this file must be placed in a specific Outlook folder: InteractionCenter/GuestContent/
<language-version>
To access this greeting, your guest must call you and log in by dialing his or her name and entering the password that you assigned.
The default greeting provides links that allow your guest to leave you a message, retrieve documents from a folder you specify, or make an appointment with you.
The content of the default GuestContent.htm is:
Hello! You may schedule an appointment with me, access documents, or leave me a message.
Please make your selection from the following choices:
Make appointment
Retrieve documents
Leave message
Disconnect
OpenScape transforms the HTML document into the greeting that your caller hears. OpenScape automatically inserts Press <digit number> to... before each link. So with the default
greeting, your caller hears:
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Provide Services to Your Callers through the Self-Service Portal

Setting up Access to the Self-Service Portal for an Outlook Contact
Nur fr den internen Ge-
Press 1 to make appointment.

Press 2 to retrieve documents.
Press 3 to leave message.
Press 4 to disconnect.
The Retrieve documents link points toward documents in the appropriate (English or German)
InteractionCenter/SelfService/folder and its subfolders.
You can create your own HTML file and replace the default, but the new file must retain the
name GuestContent.
In the same way you are able to modify your web greeting, you can customize the guest greeting. For example, you can modify the text to address the caller by name or modifying the link to
point to a private folder where documents are stored.
6.2
Setting up Access to the Self-Service Portal for an Outlook

Contact
The person to whom you want to give full access to the Self-Service Portal must be configured
as an Outlook Contact. OpenScape uses the business phone and email fields in the Outlook
Contact information, so be sure to enter a business phone number and an email address for
the contact. If you want to fax documents to the contact, a fax number should be configured as
well.
Configure a password for the Outlook Contact:
1.
On the All Fields tab of the contact's address card, click New.
2.
For Name, enter siemens.ic.password
3.
For Type, select Text.
4.
Click OK. The new field siemens.ic.password is now available on the list of All Fields.
5.
Select the password field and enter a value for the password, for example, 1234.
>
You configure the siemens.ic.password field only once. From then on, it is available when you select User-defined fields in folder from the Select from: dropdown list.
Communicate the password to the person who will be using the Self-Service Portal.
When that person calls in to retrieve a document or set up an appointment with you, the caller
will be asked to enter last name, first name until recognized. The system confirms that it recognizes the caller by asking for a password. If there is a conflict on the name, the caller is asked
to enter their business phone number.
The caller is then routed to your GuestContent.htm greeting.
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Customize Greeting for Contact Guests
6.3
Customize Greeting for Contact Guests
When a caller configured as an Outlook contact calls you and logs in with the password you
provided, the caller hears the GuestContent.htm file.
In the same way you are able to modify your web greeting, you can customize the guest greeting. For example, you can modify the text to greet the caller by name.
For the Make appointment hyperlink, the parameter Appointment allows the caller to
make an appointment with you.
For the Retrieve Documents hyperlink, the parameter SelfService allows the caller to access documents in your Interaction Center folder. You should create a folder where you put
private documents for the guest.
6.4
Your Contacts Can Use Self-service Portal to Make Appointments

With You
The Self-Service Portal is available only for the people that you have configured as Outlook
Contacts.
An Outlook Contact who calls you and logs in to OpenScape with the password that you provide
is routed to your GuestContent.htm greeting. The Make appointment link in that greeting allows
the caller to schedule an appointment with you.
The following options are available:
Tell me the next available appointment today (one hour slot only, appointment starting on
the hour). Once the system prompts the availability, the contact has the option to accept
the appointment or request the next available appointment or exit the system.
Tell me the first available appointment on a particular day. The caller enters the month and
date on the phone keypad. The system prompts the user for availability and the caller has
the option to accept the appointment, request the next available appointment, or exit the
system.
The caller can enter a date and time and the system responds with the availability.
When an Outlook Contact accepts an appointment:

1.
The caller cannot modify the appointment but can delete it and start the request process
again.
2.
An email notification is sent to you and the calendar appointment appears as a tentative
appointment on your Outlook calendar.
3.
When you accept or reject the calendar appointment, the Outlook Contact is sent an email
confirmation.
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Make Documents Available to All Callers
An Outlook Contact can make one appointment per day (of one hour duration) per user but cannot make recurring appointments. The person can also record a message up to three minutes
in length and attach this message to the appointment.
6.5
Make Documents Available to All Callers
You can store documents of any kind in predefined Outlook folders to make them available to
callers. Your web greeting offers callers the option to retrieve documents. Callers who select
this option simply follow the prompts to retrieve documents.
To set this up:
Drag & drop the document into the Outlook folder called SelfService. (It is a sub-folder of
the Interaction Center folder.)
Callers retrieve the documents as follows:
A text document or wav file can be read to any caller.
A document can be emailed as attachment to an Outlook contact if the email address is

configured in Outlook.
A document can be faxed to an Outlook contact. The fax server must be accessible (configured in the Media Server). The contact must have a fax number listed as a Contact Property in Outlook or must enter one via the phone keypad.
You can also make documents available to be faxed to other callers but the guest must enter
the fax number.
6.6
Make Documents Available to Outlook Contacts
Assume that you have prepared a price quote for a special customer, Thomas. You want him
to be able to access this confidential document at his convenience. You also want to prepare a
special greeting tailored specifically for Thomas.
Note that you must set up a password for Thomas and communicate it to him.
There are three main steps in this process:
Step 1: Add a subfolder for Thomas' document to the SelfService folder and put the confidential
document in this folder:
English-language users: http://InteractionCenter/SelfService/en-US/Thomas
German-language users: http://InteractionCenter/SelfService/de-DE/Thomas
Step 2: Modify the GuestContent.htm greeting for Thomas and place that greeting in a special
folder.
6-4
You can modify the text if you wish to personalize your greeting for Thomas.
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You must modify the Retrieve documents link to point to the Self-Service folder where you
have stored the confidential document.
Create a subfolder for that greeting in the GuestContent folder and save the modified greeting in that folder:
English-language users: http://InteractionCenter/GuestContent/en-US/Thomas/

GuestContent.htm.
German-language users: http://InteractionCenter/GuestContent/de-DE/Thomas/

GuestContent.htm.
>
Even though the content of the file has changed, the name must stay the same:
GuestContent.htm.
Step 3: In Thomas' Outlook Contact information, point to the special greeting for him:
In the Web page address field of his Outlook Contact information, add the link:
English-language users: http://InteractionCenter/GuestContent/en-US/Thomas/GuestContent.htm.
German-language users: http://InteractionCenter/GuestContent/de-DE/Thomas/GuestContent.htm.
When Thomas calls and hears your WebGreeting.htm greeting, he selects Log in. After entering his name and the password you provided, he hears your GuestContent.htm greeting. He
selects Retrieve documents and is able to retrieve the confidential document.
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Collaborate via the Workgroup Portal
Managing your workgroups
OpenScape workgroups make it easy for you to set up voice conferences and web conferences
with your team members.
Web conferences are available only if your company subscribes to the WebEx or Live Meeting
service.
When you set up a workgroup, you are the owner -- the only one who can modify the group or
delete it. You have the option to configure a back-up owner, who will take over ownership only
in the event that you are deleted as an OpenScape user.
7.1
Managing your workgroups
Set up a new workgroup

1.
From My Workgroups, click
2.
Fill in the Workgroup Details:
Name
Up to 54 characters
Description
Up to 54 characters
Collaboration Type Whether the work group is set up for one conference only or
will exist on an ongoing basis.
Answer Option
Whether workgroup members are added to the conference

automatically as soon as they answer the call or are given the
chance to accept or reject the conference.
3.
Click the Select Parties tab.
4.
Select parties for the work group from your OpenScape contacts, the Global Address
Book, or by typing in the contact information (name, phone number, and email address).
5.
Click the corresponding Add link so that the party or parties is moved to the Selected Parties list.
6.
If you wish, you can select a backup owner for the group (a person who will manage the
group if you are no longer an OpenScape user) by clicking the icon to the right of the contact's name. The Profile Settings show the details of the work group you have set up.
>
7.
To be promoted to owner if you are no longer an OpenScape user, the backup

owner must first log out, then log back into the Personal Portal.
Click Finalize It to complete the setup of the work group. From this tab, you can launch a
voice conference or web conferenceimmediately or go on to create a new work group.
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Starting a Web Conference
When a conference call is set up through the Personal Portal, a temporary workgroup is automatically added to the My WorkGroups web box. At the end of the call you can choose to keep
that workgroup, if there is a need for future calls with that group, or delete it.
Create a new workgroup by copying an existing one
You can set up a new workgroup by copying an existing one:
1.
From My Workgroups, click
2.
Select the source workgroup that you will copy from by clicking it. Note that you cannot
copy the documents associated with this workgroup.
3.
Click Copy From.
4.
Provide a new name for the work group and change any of the details as described in step
2, above.
5.
Click the Select Parties tab. You can add more parties or remove selected parties.
6.
Click Finalize It to complete the copy of the work group.
Delete a workgroup
Only the owner of a work group can delete it.
1.
From My Work Groups, click
2.
Select the work groups you want to delete and click Delete.
7.2
Starting a Web Conference
Web conferences are available only if your company subscribes to the WebEx or Live Meeting
service.
I
>
To use WebEx or Live Meeting, make sure that your browser security is not set to
High.
Before starting or joining a web conference, you must have a password. ( To configure the password, click
(Options), then Web conference provider settings and click the link for your
web conference provider.)
The following options are available:
From My Calls (whether you are in a voice call or not): click

(Start Conference), select
the parties for the conference, then click the web conference button.
From My Contacts, select the parties that you want in the web conference, and click the
appropriate Start Web Conference icon.
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Viewing Conference Information
From My WorkGroups, click the Start Web Conference icon next to the appropriate workgroup.
You can also launch a web conference from the Workgroup Portal or immediately after setting
up a workgroup.
Once you are in the web conference, refer to the online Help for information on how to use the
web conference features.
7.3
Viewing Conference Information
In the Workgroup Portal, all participants in a workgroup session, whether a voice or a web conference, have a view that includes:
The Document Viewershows the active document
Conference Toolsshows the time the conference started and the number of callers in the
conference. This display remain active for the duration of the conference and is updated in
real time with any changes, for example when a participant drops out.
People in Conferenceshows the names of workgroup members who are in the voice or
web conference
People not in Conferenceshows the names of workgroup members who are not in the
voice or web conference
Documentsshows the documents that are available for this workgroup session
7.4
Viewing Workgroup Documents
You have the option of viewing workgroup documents in a new browser window or in the Workgroup Portal window. You may also want to prevent the File Download confirmation window
from appearing before a document opens.
7.4.1
For Office Files with Windows XP
With Windows XP, use the following steps for Office files, configure your preferred option for
Office files (.doc, .xls. .ppt, etc.) as follows:
1.
In Control Panel, select Folder Options.
2.
Select the File Types tab.
3.
In the Extensions column, select the extension (e.g. DOC for a Word document) for the file
type that you wish to configure.
4.
Click the Advanced button.

Select from one of the checkboxes:
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Viewing Workgroup Documents
If you select Confirm open after download, the File Download window always asks
if you want to save or open the file. Clearing this checkbox will cause the document to
open without any prompting from the File Download window.
>
7.4.2
You can also clear the Always ask before opening this type of file on the File
Download window to prevent the window from appearing every time you open a
document of a particular file type.
If you select Browse in same window, the file will be opened in the Workgroup Portal
document viewer. Clearing this checkbox will cause the document to open in a new
browser window.
For PDF Files
The Adobe web site has a knowledge base with information about opening PDF files. You can
search the Acrobat knowledge base (http://www.adobe.com/support/products/acrobat.html)
using the term web browser to access this information.
7-4
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Using OpenScape -- Real-life Examples
Scenario for a Typical i-Worker
OpenScape is flexible enough to accommodate any work style. Besides setting up rules to
route communications, you can set your personal status, preferred devices for voice, email, and
instant messaging, and the presence information (offline, online, or busy) for your devices.
My Status (in office, working remotely, etc.) indicates your own status.
Preferred devices work with OpenScape rules (route to preferred device). Your preferred
phone is the one that is used to make a call from the My Calls portlet.
Rules allow you to specify how incoming communications are routed and whether outgoing
communications are logged. If no rules are set up, the default rules route incoming calls,
IMs, and emails to your preferred device.
Device presence information determines whether a device is included in the users overall
availability for voice, IM, or email. It does not prevent communications from being routed to
that device.
8.1
Meet Joe, a typical i-worker. Hes usually in his office at work, reading or writing emails or reviewing documents online. He uses his laptop PC at his desk and usually takes it with him to
meetings. He has a PBX phone on his desk and a mobile phone in his pocket, but he prefers
to use the soft-client for voice calls when he is working at his desk or when he wants to use
point-to-point video. However, if his attention is away from his PC, he wants his PBX phone to
ring.
Heres how Joe gets the maximum benefit from OpenScape...
8.1.1
In the office, working at his PC
Joe is logged in to Windows Messenger, with its default status Online and the inactivity timer (show me as Away when Im inactive) defaulting to five minutes.
He sets all other associated devices to Offline. This tells OpenScape to exclude these devices from its calculations of combined device availability, but it does not prevent OpenScape rules from routing calls to these devices.
8.1.1.1
Joes rule for In Office
Calls are routed first to his Windows Messenger, then to his desk phone, then to his mobile
phone, then to voice mail, with an SMS notification to his mobile phone.
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8.1.1.2
What OpenScape does
With all other devices except Windows Messenger set to Offline (meaning they are not included
in Joes overall availability), the Messenger status alone determines his availability for voice and
instant message:
If he is using his PC, the phone icon and IM icon will be blue.
If he is not active on his PC for more than five minutes, OpenScape uses the information
from the Windows Messenger inactivity timer to set his phone icon and IM icon to gray.
As a result, other users can easily determine the best way to reach Joe and his incoming calls
are routed based on his work habits.
8.1.2
In a meeting
When Joe changes his status to In Meeting, the rule associated with that status routes calls to
his Self-Service Portal (voice mail), with an SMS notification to his mobile phone. The rule contains exceptions for calls from his boss or his wife, which are routed to his mobile phone.
As a result, most callers dont have to wait while Joes voice devices are rung; their calls go
directly to voice mail where they can use the options of the Self-Service Portal. Calls that may
be urgent (that is, from his wife or his boss) ring Joes mobile phone.
8.1.2.1
WIth his laptop
If Joe has his laptop with him in a meeting, he changes the device mode for Windows Messenger to be IM-only so it is not taken into account when OpenScape determines his availability for
voice calls.
As a result, Other users see his phone icon as gray (or red if the laptop was his only enabled
voice device), so Joes colleagues can tell he may not be available for voice calls.
8.1.2.2
On the phone
When Joe is on a call, he does not like to be interrupted. If he has access to his Personal Portal,
he can set his status to No Interruptions. The rule associated with this status routes all incoming
calls to his Self-Service Portal.
As a result, his colleagues can clearly see that he does not wish to be contacted. (If he cannot
access his Personal Portal, he is most likely on his mobile phone and he can use the busy call
handling feature on that phone.)
8-2
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8.1.3

Other scenarios
Be Right Back
When Joe goes out for lunch, he sets his status to Be Right Back. The rules for that are identical
to his rules for In Meeting (all calls go to voice mail except those from his wife and his boss,
which go to his mobile phone) but his colleagues can see the Be Right Back setting so they
assume that they can check in an hour or so and Joe will most likely be at his desk.
On Business Trip
Incoming calls are routed to Joes mobile phone.
Out of Office
Incoming calls go to Joes mobile phone before 8:00 p.m. After that, they are routed to the SelfService Portal.
On Vacation
Incoming calls are routed to Joes secretary.
Handling voice messages
There may be multiple voice mailboxes associated with Joes phones (for example, one for his
mobile phone, one for his home phone, one for his desk phone.) He prefers to have most of his
voice messages go to a single Inbox, which he can check with Outlook or with the OpenScape
Voice Portal.
To do this, Joe just has to set his OpenScape time-out to be shorter than the RNA-forward timers on his phone devices. That way, OpenScape will pull the call back and send it to the OpenScape Self-Service Portal.
Exception: calls that busy-forward to a voice messaging system typically do not have a timeout period and are routed to the voice messaging system immediately. When this happens, the
call goes to the devices corresponding voice messaging system.
If it is a PBX phone, the call may end up at the same inbox on Exchange if the PBX has
unified messaging.
If the destination is a mobile phone, then the call goes to the Service Provider voice messaging system.
Alternatively, the mobile phone can also be set-up to route to the PBX extension so that it
RNA-forwards to the Unified Messaging system.
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Using the Workgroup Portal
8.2
Using the Workgroup Portal
Presence information available from the Workgroup Portal makes it easier for Joe to collaborate
with colleagues:
He belongs to many workgroups but is sometimes late to meetings. He can look at the list
of workgroups on his Personal Portal and see which one is currently in session. (The icon
is blue.) He can then join the conference call.
During a conference call, Joe can see the list of active participants. When a participant unexpectedly drops off (for example, drives into a tunnel and loses the mobile connection),
OpenScape shows that the party has dropped off. Joe or any other conference participant
can add the missing participant back to the conference with a single click.
8.3
What if Joe had a Siemens optiPoint 400 V.3 SIP Phone?
Siemens offers a SIP version of its popular optiPoint 400 standard IP phone which fully interoperates with OpenScape. The great advantage of this phone is that it is treated by OpenScape
as a registered device and its dynamic status changes are automatically detected by OpenScape and reflected in the color changes of the phone icon in the Personal Portal.
Presence-related features of Siemens optiPoint 400 SIP Phone include:
The SIP phone is automatically detected as a registered device so Joe does not need to
configure it.
Joe can configure function keys on his SIP phone to be associated with a specific contact.
Pressing that button displays the OpenScape My Status setting for that contact. The LED
associated with that function key lights when that contact is temporarily unavailable (that
is, when the contacts status is set to In Meeting, Be Right Back or No Interruptions).
The dynamic status of the SIP phone is immediately reflected in the color of the phone icon
in the Personal Portal.
>
8-4
Note that these scenarios assume that there are no other voice-enabled devices like
Windows Messenger in on-line status. To realize the full potential of the SIP phones
use of presence information, Siemens recommends setting all other voice-enabled
devices to offline.
While Joe is talking on the phone, his contacts would immediately see his phone icon
as yellow, indicating busy.
If Joe is not using the phone (phone is in an idle state), an on-line status is reported to
OpenScape and the phone icon is blue.
If Joe manually sets his phone to the Locked mode, an offline state is reported to
OpenScape and his contacts see his phone icon as red, indicating offline.
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If the phone rings but Joe does not answer, the phone reports an unknown state to
OpenScape and his contacts see his phone icon as gray, indicating unavailable. The
next time he does anything with the phone, an on-line status is immediately reported
back to OpenScape and the phone icon turns blue.
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8-6
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Frequently-Asked Questions
Q: I've changed my status in Windows Messenger but it hasn't changed in OpenScape. Why?
A: Changing your status in Windows Messenger does NOT automatically update your OpenScape status, or vice-versa. You should use OpenScape as the primary way to convey your personal status. Set your status in Windows Messenger only to indicate its availability as a device.
Q: If I shut down the PC where OpenScape is running, will other users who have me as a contact still be able to see my status?
A: Yes! That is why you should keep your status current at all times. If you are leaving the office
and shutting down your PC, remember to set your status appropriately. But if you forget, you
can always call the Personal Portal and change your current status that way.
Q: How does OpenScape help me prioritize how and when specific people can get in contact
with me?
A: OpenScape allows each user to define rules that specify who can contact you, by which media and under what conditions.
Q: If other people have me listed as a contact, they should be able to tell by the voice icon next
to my name whether I am available to be reached by a voice call. But when I'm on the phone,
the voice icon doesn't change. Why?
A: The phone icon shows the combined availability of all of the voice devices that are defined
for you. That includes your Windows Messenger voice client, and any additional voice devices
you may have defined, such as your office phone, mobile phone, home phone, etc. When you
change the presence status on your Windows Messenger client, OpenScape knows this and
updates the presence status of that device for voice and IM. However, unless your company
has an arrangement with your mobile carrier and/or the public network carrier that provides
phone service to your home, OpenScape has no way of knowing the availability of those devices. Your office PBX phone may have multiple lines, in which case being busy on one line does
not necessarily mean the device is unavailable. If your office phone is a SIP phone managed
by OpenScape, then OpenScape will be able to provide presence status updates to that device.
Q: When I join a multimedia workgroup session late, or I've initially joined by voice only and now
I want to see the current document under review, how can I get to the document?
A: Find the current workgroup in your My WorkGroups. Click the name of the group, which will
launch your Workgroup Portal. Select the document from the list of documents on your Workgroup Portal.
Q: How do I delete a workgroup I no longer need?
A: Note that only the owner (person who initially set it up) can delete a workgroup. If you are
the owner, you can select the workgroup in My Workgroups and click
.
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A-2
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Index
Index
A
access to OpenScape features 1-2
accessing calendar by phone 5-2
actions for rules 4-1
activating Tell Me When feature 3-4
adding a party to a call 3-7
adding OpenScape contacts 2-3
adding parties to a conference 3-8
Adobe documents, viewing in workgroup portal 7-4
answer option for workgroups 7-1
appointments made by Outlook Contacts 6-3
appointments, managing by phone 5-2
appointments, reviewing by phone 5-2
associated devices
about 3-1
creating 3-2
modifying or deleting 3-2
setting presence 3-2
audio conferencing 1-3
availability of media type 3-3
availability of voice devices A-1
B
backup owner for workgroup 7-1
C
calendar access for Outlook Contacts 6-3
calendar appointments, managing by phone
5-2
call forwarding on optiPoint 400 SIP phone,
recommendation 3-9
call join feature on optiPoint 400 SIP phone,
recommendation 3-9
call status, viewing 3-6
call, disconnecting 3-6
call, making 3-6
calling contacts 3-6
changing links in your web greeting 3-13
changing OpenScape status by phone 5-1
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changing preferred phone 2-4

Collaboration Package with OpenScape features 1-2
communicating with contacts 3-3
conditions for rules 4-1
conference call, making 3-8
conference, starting 3-8
conference, web 7-2
configuring OpenScape as trusted site 2-2
contact guests accessing private documents
6-4
contact information, reviewing and managing
by phone 5-2
contact status, determining 3-3
contact, communicating with 3-4
Contacts (Outlook) using Self-Service Portal
to set up appointments 6-3
contacts in OpenScape, described 1-4
contacts in OpenScape, setting up 2-3
contacts using Self-Service Portal to set up
appointments 6-3
contacts, communicating with 3-3
Core Package with OpenScape features 1-2
creating rules 4-2, 4-3
custom email option for workgroups 7-1
custom layout for Personal Portal 2-5
D
default greeting for Outlook contact 6-1
default rules 4-2
default settings for Tell Me When feature,
changing 3-5
default web greeting 3-11
default web greeting, customizing 3-12
deleting a workgroup A-1
devices in OpenScape, described 1-4
devices, about 3-1
devices, preferred 2-4
dialpad 3-7
digits, sending 3-7
Z-1
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Index
disconnecting a call 3-6

document viewer, opening documents in 7-3
documents for contact guests, making available 6-4
documents in web browser, viewing 7-3
documents in workgroup portal, viewing 7-3
documents, accessing from Self-Service Portal 6-4
DTMF tones, sending 3-7
IM, preferred 2-4

Inbox, listening to emails 3-14
instant messaging service 1-3
instant messaging, preferred 2-4
integration of Outlook and OpenScape 3-14
Interaction Center folders 3-11
Interaction Center folders in Outlook 3-11
i-worker, scenario 8-1
Joe using OpenScape 8-1

Journal, logging entries in 3-14
email messages, listening to 5-1

email messages, listening to by phone 5-1
email, preferred 2-4
examples 8-1
exceptions for rules 4-2
exceptions to rules 4-1
K
key concepts 1-4
key features 1-3
FAQs A-1
feature packages for OpenScape 1-2
features of OpenScape 1-3
File Download window, configuring 7-3
folders for Interaction Center 3-11
ForwardAccesstoUse folder 3-12
frequently-asked questions A-1
language, preferred 2-4

language-specific folders 3-11
layout for Personal Portal, selecting 2-5
leave message link in your web greeting,
modifying 3-13
links in your web greeting, modifying 3-13
listen to email and voice messages 5-1
listening to appointments by phone 5-2
getting started with OpenScape 2-1

greeting for all your callers 3-11
greeting for contact guest, changing 6-3
greeting for your contact guest 6-1
greetings for your callers, overview 3-10
guest greeting, overview 3-10
GuestContent 6-1
GuestContent.htm file 6-1, 6-3
making calls 3-6

making documents available to callers 6-4
Managing 7-1
media type, overall availability 3-3
members of workgroup, selecting 7-1
menu tree for Voice Portal 5-3
Messenger, using with OpenScape 3-15
modifying links in your web greeting 3-13
multimedia collaboration 1-3
multimodal communications 1-3
my preferred phone 2-4
My Status
changing by phone 5-1
description 1-4
feature in OpenScape 2-3
not affected by PC shutdown A-1
setting 2-3
H
hanging up a call 3-6
Hello greeting for your callers 3-10
hold / unhold feature 3-6
I
icons for availability 3-3
icons representing contact status 3-3
Z-2
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Index
using 8-1
N
non-contact, calling 3-6
notification when contact becomes available
3-4
O
one-number service 1-3
opening documents in web browser 7-3
OpenScape contacts, adding 2-3
OpenScape feature packages 1-2
OpenScape integration with Outlook 3-14
optiPoint 400 SIP phone
disabled features 3-9
recommendations for using with OpenScape 3-9
using with OpenScape 3-9
optiPoint 400 V3.0 SIP phone
automatically configured 2-4
Outlook Contacts using Self-Service Portal to
set up appointments 6-3
Outlook contacts, about 2-3
Outlook folders for documents 6-4
Outlook folders for Interaction Center 3-11
Outlook integration with OpenScape 3-14
Outlook Journal, logging entries in 3-14
P
packages with OpenScape features 1-2
parties for workgroup, selecting 7-1
password for Voice Portal, changing 2-4
pasword for web conference provider, configuring 2-5
PDF files, viewing in workgroup portal 7-4
personal greetings, stored in folders 3-11
Personal Portal, layout 2-5
personal status on optiPoint 400 SIP phone,
recommendation 3-9
phone access to calendar 5-2
phone access to your emails 3-14
Phone Greeting wav file 3-10
phone, preferred 2-4
PhoneGreeting 3-10
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portals in OpenScape 1-4

predefined statuses 2-3
preferences for OpenScape 2-4
preferred devices 2-4
preferred phone 2-4
presence, rules 4-8
presence-based contact managment 1-3
priority contact handling 1-3
private documents, making available to contact guests 6-4
profile, managing by phone 5-1
providers for web conferencing,configuring
2-5
putting a call on hold 3-6
R
reaching a contact 3-3
real-life examples 8-1
registered devices
about 3-1
changing media 3-1
changing names 3-1
retrieve documents link in your web greeting,
modifying 3-13
reviewing and managing contact information
by phone 5-2
reviewing appointments by phone 5-2
reviewing upcoming appointments by phone
5-2
rules
actions 4-1
changing, deleting 4-6
conditions 4-1
creating 4-3
described 4-1
exceptions 4-1, 4-2
lists of users and dates 4-7
routing to my device or person list 4-5
rules for presence 4-8
rules for routing communications 4-1
Rules Wizard 4-2
Rules Wizard, using 4-2
rules, default 4-2
rules, using 8-1
Z-3
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Index
S
scenarios for using OpenScape 8-1
Select 2-4, 2-5
Self-Service portal, accessing documents
from 6-4
Self-Service Portal, making appointments 63
sending digits during a call 3-7
Set 2-3
setting up OpenScape contacts 2-3
setting your status on the Personal Portal 2-3
starting a conference 3-8
starting a web conference 7-2
status in OpenScape 2-3
status in Windows Messenger 2-3
status in Windows Messenger does not affect
OpenScape status A-1
status on optiPoint 400 SIP phone, recommendation 3-9
status, setting 2-3
status, setting from Personal Portal 2-3
storing documents in Outlook folders 6-4
T
tab in Windows Messenger, installing OpenScape as 2-1
tab on Windows Messenger 3-15
Tell Me When feature
activating 3-4
changing defaults 3-5
deactivating or changing 3-5
described 3-4
transferring a call 3-6, 3-7
trusted site, adding OpenScape 2-2
U
unified messaging 1-3
user profile, managing by phone 5-1
Using 4-2
V
viewing documents in web browser or document portal 7-3
viewing PDF files in workgroup portal 7-4
Z-4
viewing workgroup documents 7-3

voice call, making 3-6
voice conference call, turning into web conference 7-2
voice conference with OpenScape contacts,
starting 3-8
voice conference, starting 3-8
voice device, preferred 2-4
voice devices, availability A-1
voice message, creating 5-1
voice messages left by callers 3-10
Voice Portal
description 5-1
menu tree 5-3
Voice Portal package with OpenScape features 1-2
Voice Portal, listening to messages 5-1
W
wav file greeting for your callers 3-10
web browser, opening documents in 7-3
web conference providers, configuring 2-5
web conference, starting 3-8, 7-2
web greeting
customizing 3-12
default 3-10
modifying links 3-13
web greeting, overview 3-10
WebGreeting HTML file 3-11
when others call you 3-10
Windows Messenger 3-15
Windows Messenger contacts, about 2-3
Windows Messenger tab 2-1
Windows Messenger tab for OpenScape, installing 2-1
wizard for creating rules 4-2
workgroup documents, viewing 7-3
workgroup, deleting A-1
workgroups
backup owner 7-1
custom email option 7-1
managing 7-1
selecting members 7-1
selecting parties 7-1
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Index
workgroups, accessing by phone 5-2
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Z-5
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Index
Z-6
A31003-S5020-A800-1-7619, June 2004

www.siemens.com/hipath
The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do
not always apply as described or which may change as a result of further
development of the products.
An obligation to provide the respective characteristics shall only exist if
expressly agreed in the terms of contract.
*1PA31003-S5020-A800-1-7619*
Siemens AG 2003 Information and Communication

Networks Hofmannstrae 51 D-81359 Mnchen, Germany
Reference No.: A31003-S5020-A800-1-7619
Printed in the Federal Republic of Germany.
Subject to availability. Right of modification reserved.

OpenScape V2.0 User Guide

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HiPath OpenScape

The information provided in this document contains merely general descriptions or

1 Welcome to HiPath OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

3 Use the Personal Portal to Manage Communications. . . . . . . . . . . . . . . . . . . . . . . . 3-1

Nur fr den internen Gebrauch

4 Rules Give You Control of Your Communications . . . . . . . . . . . . . . . . . . . . . . . . . . .

5 Access OpenScape from the Voice Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6 Provide Services to Your Callers through the Self-Service Portal . . . . . . . . . . . . . .

7 Collaborate via the Workgroup Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8 Using OpenScape -- Real-life Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

A31003-S5020-A800-1-7619, June 2004

A31003-S5020-A800-1-7619, June 2004

Nur fr den internen Gebrauch

A31003-S5020-A800-1-7619, June 2004

Nur fr den internen Gebrauch

Welcome to HiPath OpenScape

To learn how to use HiPath OpenScape, take the tutorial at

The Personal Portal

In an Internet Explorer page

As a page in an Outlook folder (requires Internet Explorer 6.0 or higher)

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Welcome to HiPath OpenScape

Nur fr den internen Gebrauch

Accessing OpenScape Features

Whats New in V2.0

A re-designed look for the Personal Portal.

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Welcome to HiPath OpenScape

Key Features of OpenScape

Instant Messaging Service - Works in conjunction with Windows Messenger to provide

Multimedia Collaboration Services - Supports live, interactive document reviews among

Multimodal Communications - Allows seamless transition of communications activity

Voice Commands - Recognizes voice commands through Automatic Speech Recognition

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Welcome to HiPath OpenScape

Nur fr den internen Gebrauch

Your devices -- you define them, OpenScape tracks them

Portals -- access to the powerful features of OpenScape:

A31003-S5020-A800-1-7619, June 2004

Nur fr den internen Gebrauch

Install OpenScape as a Tab in Windows Messenger

If Windows Messener is open, close it.

Double click the executable file that you downloaded.

At the Welcome to Siemens OpenScape Client prompt, click Next.

A31003-S5020-A800-1-7619, June 2004

Nur fr den internen Gebrauch

At the Ready to Install the Program prompt, click Install.

At the Siemens OpenScape Client Completed prompt., click Finish.

Configure OpenScape as a Trusted Site

From the IE Tools menu, select Internet Options.

On the Security tab, click the Trusted Sites icon.

Click the Sites... button.

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Nur fr den internen Gebrauch

Set Your Status

Click My Status and select a status from the drop-down list.

Set up Your OpenScape Contacts

From My Contacts, click

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Nur fr den internen Gebrauch

Select your Preferred Devices

Configure Your Preferences

(Options) to set your preferences:

Enter your preferred language.