openscape v1.0 system description

7/23/2019 OpenScape V1.0 System Description

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Preliminary July 25, 2003

System Description

OpenScape

V1.0

A31003-S5010-A400-1-7618Siemens Internal Use Only



October 2003

Job No. 5350

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or byany means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission of

Siemens. The software described in this publication is furnished under a license agreement and may be usedonly in accordance with the terms of that agreement.

Request Siemens publications from your Siemens representative or the Siemens branch serving you. Publi-

cations are not stocked at the address below.

Siemens Information and Communication Networks, Inc.

1700 Technology Drive

San Jose, CA 95110(408) 492-2000

1 (800) 765-6123Fax: (408) 492-3430

ComResponse, HiPath, and OpenScape are trademarks of Siemens AG.

All other trademarks and company names are the property of their respective owners.

Copyright Siemens Information and Communication Networks, Inc. 2003. All rights reserved.

Warning

Hackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we donot know of any telecommunications system that is immune to this type of criminal activity. Siemens Informa-

tion and Communication Networks, Inc. will not accept liability for any damages, including long distance charg-

es, which result from unauthorized use. Although Siemens has designed security features into its products, itis your sole responsibility to use the security features and to establish security practices within your company,

including training, security awareness, and call auditing.

Siemens sales and service personnel, as well as Siemens business partners, are available to work with you

to help you guard against this unauthorized use of your telecommunications system.



5350hist.fm

A31003-S5010-A400-1-7618, Preliminary July 25, 2003

OpenScape, System Description 0-1

Siemens Internal Use Only History of Changes

History of Changes 0

Revision Number Date Summary

00 October 2003 Original publication



History of Changes Siemens Internal Use Only


0-2 OpenScape, System Description

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Siemens Internal Use Only Contents

Contents 0

History of Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0-1

1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.2 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.3 Formatting Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

2 An Overview of OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 OpenScape Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

2.1.1 OpenScape Server on Office RTC Server 2003 Platform. . . . . . . . . . . . . . . . . . . 2-32.1.2 Communications Broker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

2.1.3 Media Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.1.4 MCU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.1.5 SIP Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.1.6 SIP Endpoints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

2.2 OpenScape Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.2.1 OpenScape Dependencies on RTC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-72.2.2 Virtual Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-72.2.3 Workgroup Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-82.2.4 Assistant Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-82.2.5 Knowledge Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-82.2.6 Context Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

2.2.7 User Notification Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-92.2.8 Portals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-92.2.9 Media Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-102.2.10 MCU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11

2.3 Call Flow Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-122.3.1 Basic Call Using Click-to-Dial from Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-122.3.2 Basic Call Between OpenScape Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-142.3.3 Basic Conference Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

2.4 System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-182.5 Emergency Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

3 Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23.3 OpenScape Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.4 Server Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43.5 User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-53.6 Device Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

3.6.1 General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.6.2 Phone-specific Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7



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3.6.3 Parameters for a Single SIP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-83.6.4 Administration of Unassigned SIP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-83.6.5 Management of RTP Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8

3.7 Application Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

3.7.1 Application Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-93.7.2 Trace Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

3.8 System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-113.8.1 System Data Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-113.8.2 Storage Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-113.8.3 Storage Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-123.8.4 Knowledge Management Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-133.8.5 Resource Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-133.8.6 Systems Destination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-133.8.7 Licensing Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14

3.9 Administration of Other Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-143.10 Fault Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-143.11 Installation of OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15

4 Personal Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 Personal Portal in a Browser Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.2 Personal Portal as Outlook or Messenger Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24.3 My Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34.4 My Preferred Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44.5 My Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44.6 My Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5

4.6.1 Contacts in Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-64.6.2 Contacts in Windows Messenger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6

4.7 My Work Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-64.8 Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

4.8.1 Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-74.8.2 Preferences for OpenScape Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-84.8.3 Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

4.9 Interaction with Windows Messenger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-94.10 OpenScape Presence and Availability Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10

4.10.1 Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-104.10.2 Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-11

4.10.3 Enhancements to Microsoft Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-124.10.4 Interaction with the OpenScape Presence Model . . . . . . . . . . . . . . . . . . . . . . . 4-13

5 Rules Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 Rules for Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3

5.1.1 Actions for Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45.1.2 Exceptions for Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

5.2 Rules for Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-55.2.1 Actions for Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5



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5.2.2 Exceptions for Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-65.3 Rules for Incoming Instant Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6

5.3.1 Actions for Incoming Instant Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-75.3.2 Exceptions for Incoming Instant Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

5.4 Rules for Outgoing Instant Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-95.4.1 Actions for Outgoing Instant Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-95.4.2 Exceptions for Outgoing Instant Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

5.5 Rules for Incoming Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-105.5.1 Actions for Incoming Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-105.5.2 Exceptions for Incoming Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

5.6 Default Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

6 Workgroup Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 Viewing Conference Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26.2 Sharing Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

6.3 Creating Workgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26.4 Launching a Workgroup Session. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

6.4.1 Multimedia Conferencing—Launching WebEx . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

7 Voice Portal and Self-Service Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.1 Voice Portal Access for OpenScape Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

7.1.1 Listen to Voice and Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.1.2 Create and Delete Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27.1.3 Manage Calendar Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27.1.4 Phone Favorites in the Voice Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37.1.5 Review Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3

7.2 Self-Service Portal for Guests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-47.2.1 Guest Access to Self-Service Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-47.2.2 How Contacts are Authenticated. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-57.2.3 Leave Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-57.2.4 Schedule Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-67.2.5 Access Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7

7.3 How OpenScape Works With the Media Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-87.3.1 ComResponse Administration Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-87.3.2 Scenario 1—Media Server Provides Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . 7-87.3.3 Scenario 2—User Customizes Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-107.3.4 Scenario 3—Contact Guest Accesses Self-Service Portal . . . . . . . . . . . . . . . . . 7-11

7.4 OpenScape Interaction with Outlook and Exchange Server . . . . . . . . . . . . . . . . . . . 7-127.4.1 Configuration of Outlook Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-127.4.2 Pre-defined Outlook Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-127.4.3 Interaction Center Folder and Sub-folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-127.4.4 Outlook Journal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-14

8 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.1 Password Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.2 Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2



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8.3 Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-28.4 Authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-38.5 Siemens SIP Phone Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-38.6 Certificate Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

8.6.1 Server Certificates and Root CAs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-48.6.2 Workstation Certificates and Root CAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-48.6.3 SIP Phone Certificates and Root CAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-48.6.4 Non-Siemens Gateway Certificates and Root CAs . . . . . . . . . . . . . . . . . . . . . . . . 8-4

8.7 Remote Access to Portals via the Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-58.7.1 Scenarios for Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-58.7.2 How Access to Personal Portal May Be Provided from the Internet . . . . . . . . . . . 8-5

9 Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.1 Basic Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

9.1.1 Forests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

9.1.2 Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.1.3 Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

9.2 Network Infrastructure Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29.2.1 OpenScape Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29.2.2 OpenScape Application Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29.2.3 OpenScape Administration Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39.2.4 MCU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39.2.5 Media Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39.2.6 End Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4

9.3 Deployment Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-59.3.1 Deployment Scenario Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-79.3.2 Single Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-109.3.3 Multiple Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-119.3.4 Multiple OpenScape Systems - Separate Domains . . . . . . . . . . . . . . . . . . . . . . . 9-129.3.5 Multiple OpenScape Systems - Same Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 9-149.3.6 Multiple RTC Servers behind Front-End RTC Server. . . . . . . . . . . . . . . . . . . . . . 9-17

9.4 Mix of OpenScape and non-OpenScape RTC Users . . . . . . . . . . . . . . . . . . . . . . . . . 9-189.4.1 Separate Server for OpenScape Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-199.4.2 Single Server for OpenScape and non-OpenScape Users . . . . . . . . . . . . . . . . . 9-209.4.3 OpenScape in a Network of RTC Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-20

10 SIP Phones and Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

10.1 optiPoint 400 standard SIP V3.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-110.2 Third-party SIP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

10.2.1 Third-party Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . X-1

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . X-1



5350pref.fm



Siemens Internal Use Only About This Guide

Who Should Use This Guide

1 About This Guide

This guide provides a description of the OpenScape suite of applications.

1.1 Who Should Use This Guide

This guide is provided for anyone who needs more information about the capabilities of Open-Scape.

1.2 Related Information

The following guides contain related information:

●

Planning Guide G281-0874-00● Installation Guide G281-0871-00

● Administration Guide G281-0872-00

● Quick Start Guide G281-0873-00

● ComResponse Word Web Guide, G281-0844-02

● ComResponse Getting Started Guide, G281-0816-02

1.3 Formatting Conventions

The following formatting conventions are used in this guide:

BoldThis font identifies terms or phrases that have a special meaning in OpenScape.



About This Guide Siemens Internal Use Only



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Formatting Conventions



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Siemens Internal Use Only An Overview of OpenScape

OpenScape Platform

2 An Overview of OpenScape

OpenScape is an open, real-time communications suite of software applications. It fits into an

enterprise’s existing voice and data infrastructure and ties together phones, voice mail, email,text-messaging, calendaring, instant messaging, and conferencing services. It provides aninterface to manage online presence and communication and collaboration services.

OpenScape makes it easier for users—regardless of whether they are in the office, at home,or on the road—to access the people and the information they need.

A few examples:

● A user can set her preferences for various communications media, specify which peopleshe will take calls from and how they can reach her. For example, if she’s out of the officefor the afternoon, she can have all incoming calls between noon and 5:00 p.m. routed to

her assistant. But when a special customer calls her office phone, that customer can berouted to a self-service center where the customer can retrieve a document and requestan appointment with the OpenScape user.

● With a glance at her contact list, a user can see how a particular contact has set his status(for example, in the office, in a meeting) and determine the best way to reach him (voice,instant messaging, email).

● With a single click, a user can initiate a voice conference with his team members and sharedocuments. He can also launch a multi-media session by starting a WebEx meeting.

2.1 OpenScape Platform

The typical solution requires three OpenScape servers:

● The OpenScape server running on Microsoft Office Real-Time Communications Server2003 (RTC Server)

● The Media Server running on Windows 2000

● The Multi-channel Conferencing Unit (MCU) Server running on Windows 2003

Other configurations are possible. Refer to the Installation Guide for more information.

Figure 2-1 on page 2-2 shows the deployment of a typical OpenScape system.



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.

Figure 2-1 Typical Deployment

Media Server MCU

Application Servers

PC for Web-

based Portal

SIP Terminal

WM

DNS/DHCP

Domain Controller

Router

SIP phones

3rd Party Siemens Active Directory

Exchange2000 Server

System DB

SIP Gateway

PP

SIP Gateway

PBX

Personal Assistant

Workgroup Assistant Context Manager

Knowledge Manager

Services

Siemens components =

OpenScapeon RTC Server

platform



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OpenScape Platform

2.1.1 OpenScape Server on Office RTC Server 2003 Platform

This server provides the following basic capabilities: instant messaging, presence and peer-to-peer communications. It also contains the Session Initiation Protocol (SIP) proxy and registrar

functions which are part of the RTC server application.

Figure 2-2 shows the shows the OpenScape features that run on this server.

Figure 2-2 OpenScape Features

V o i c e P o r t a l

O p e n S c a p e S u i t e

Personal Productivity Application Workgroup Collaboration Application

I n t e l l i g e n t R e

a c h

W o r d W e b

R u l e s W i z a r

d

S e l f - s e r v i c e

P o r t a l

Personal Portal

A u d i o C o n f e

r e n c i n g

M u l t i - r e s o u r c

e

C o n f e r e n c i n g

C o n f e r e n c e V i e w

I n s t a n t C o n f e r e n c e

M e d i a A d v a

n c e

Workgroup Portal

Operating System

Communication Broker

Interworking Services

Context Manager Configuration and

Management

Telephony Features Reports and

Data Storage

Options SIP Clients 3rd Party Gateways SDK Toolkits



An Overview of OpenScape Siemens Internal Use Only



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OpenScape Platform

2.1.2 Communications Broker

The Communications Broker encompasses the OpenScape architecture components de-scribed in Section 2.2 on page 2-5. It provides an open, modular, standards-based middleware

architecture with common access to various multi-media services across various underlyingcommunications platforms. It enables the OpenScape portals, as well as OpenScape applica-tions and third party applications.

The Communications Broker contains both basic services and OpenScape assistant servicesthat will (in Version 2) expose SDK interfaces that portals and applications can use.

2.1.3 Media Server

The Media Server running on Windows 2000 is a system resource based on the Windows 2000Web Telephony Engine (WTE) that provides multimodal user interfaces to the applications. Re-fer to Section 2.2.9 on page 2-10 for more information on the Media Server architecture andfeatures.

2.1.4 MCU

The MCU running on Windows 2003 provides media mixing (that is, combining the audio chan-nels from multiple parties) for conference calls that OpenScape users may be involved in. Referto Section 2.2.10 on page 2-11 for more information on the MCU architecture and features.

2.1.5 SIP GatewayThe Session Initiation Protocol (SIP) gateway provides a signaling and media path into circuit-switched networks. It has to convert SIP into the appropriate protocol of the circuit-switchednetwork and convert the media stream considering the appropriate media codec. As shown inFigure 2-1 on page 2-2, the gateway can be used to connect to either the public network or aPBX network.

2.1.6 SIP Endpoints

OpenScape is designed to interact with any standard SIP endpoint. In Version 1, it is testedwith Windows Messenger and the Siemens optiPoint 400 SIP phone. Because OpenScape isbased V1 is based on the SIP protocol standard and the Microsoft RTC platform, any SIPphone that is interoperable with Microsoft RTC should also interoperate with OpenScape.

>This section will be updated as RTC-compatible devices become available.



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OpenScape Architecture

Specifically, Cisco 7960 and Pingtel Xpressa phones will be tested for interoperability withOpenScape V1 as soon as RTC-compliant versions of these phones are available.

Refer to Chapter 10 for more information on the SIP phones.

2.2 OpenScape Architecture

OpenScape is designed as an IT application for advanced enterprise communication. As such,the OpenScape architecture:

● Follows a horizontal approach that fully utilizes the communication features of the enter-prise server operating system and desktop PC environment (e.g. Windows Server 2003,Microsoft RTC Server, Windows Messenger)

● Integrates with the IT infrastructure in areas of:

– Management, for example Windows Management Instrumentation (WMI) and Mi-crosoft Management Console (MMC)

– Security, for example Kerberos, Transport Layer Security (TLS), IPSec

– Directory services, for example Active Directory

● Integrates with the enterprise groupware environment for message store, calendar, con-tact, and shared folders, for example Exchange 2000

● Follows industry standards that promote inter operability with third party devices and appli-cations, for example SIP, SIMPLE, XML, Integrated Services Digital Network (ISDN),

QSIG.

● Will offer (in Version 2) open Application Programming Interfaces (APIs), again based onstandards, for extensibility and customization (for example, based on web services archi-tecture)

OpenScape application features are designed to be media and device independent. The appli-cation features are accessible through a wide range of devices, including Microsoft Outlook,Windows Messenger, Internet Explorer web browser, SIP phones, regular phones, and mobilephones.

in Version 2, the open interfaces of OpenScape will make it a powerful platform for communi-

cations-enabling a wide range of business applications, such as Enterprise Resource Planning(ERP), Customer Relationship Management (CRM), and eCommerce applications.

OpenScape is delivered as a closely integrated set of components. The major components areshown in Figure 2-3.



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Figure 2-3 Architecture Components

SIP (RTC Stack)

R e g

i s t r a r

R T C P A S

R o u

t i n g

D i s p a

t c h e r

RD AM

SIP OpenScape Stack

UAC/UAS (B2BUA)

Dispatcher

Assistant Engine

Workgroup Assistant

C o n

f C A 1

C o n

f C A 2

C o n

f C A n

V i r t u a

l A s s

i s t a n

t

IP (TCP/TLS/QoS)

Portals

InternetInformationServer

P e r s o n a

l P o r t a

l

W o r

k g r o u p

P o r t a

l

L i c e n s e

S e r v e r

C o n

t e x

t M a n a g e r

U s e r

N o

t i f i c a

t i o n

S e r v

i c e

M C U R e s o u r c e

C o n

t r o l l e r

C o n

t e x

t D a

t a

R e c o r d

( X D R )

SIP Phone

MCUSQDB

SIP TerminalMedia Server



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2.2.1 OpenScape Dependencies on RTC

OpenScape is intended to support SIP users who are registered on a Windows RTC Server2003.

As part of the OpenScape system, an OpenScape Routing Dispatcher application is installedon the RTC server. The Routing Dispatcher uses the RTC Server application interface to mon-itor all SIP calls handled by the RTC server.

Calls identified as being of interest to the OpenScape application (involving an OpenScape us-er) are routed to the OpenScape Back-to-Back User Agent (B2BUA). This is done using theRTC server application interface to specify a different destination for the call.

The only call-related interface to the RTC server is by the Routing Dispatcher. The other Open-Scape applications deal with SIP calls that are routed to them by the RTC server with the helpof the Routing Dispatcher. In addition, the Microsoft PAS service that is part of the RTC server

is accessed to view and set the presence of RTC users by the OpenScape application.

The RTC server requires that all SIP users that wish to register with it be defined in Active Di-rectory. Active Directory provides authentication and routing information for the RTC server.

The OpenScape application requires that all SIP users be defined in Active Directory. WhileOpenScape stores most of the user information it needs in its local storage, it does depend onsome information from Active Directory and does store a portion of the user information it needsin Active Directory.

2.2.2 Virtual Assistant

The Virtual Assistant is the OpenScape component that allows the user to control the process-ing of a communication session. A communication session may be a single phone call, an emailor an instant message session.

The core functionality is the set of rules called Priority Profiles that are called into play whenany session associated with the user, outbound or inbound, occurs. The Assistant is aware ofthe devices associated with the user. These can include registered devices (SIP phones andclients registered to the user) and associated devices (mobile phones or home phones). TheAssistant uses the Priority Profiles and information about the presence of the users and theavailability of their devices (registered and associated) to connect sessions to the user using

the appropriate device.

Refer to Section 4.1.10 on page 4-8 for more information on device types.

http://5350pers.pdf/

http://5350pers.pdf/






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2.2.3 Workgroup Assistant

The Workgroup Assistant enhances an OpenScape user’s capability to create and manage col-laborative sessions. Workgroups can be set up once and remain persistent over multiple voice

or multimedia conferencing sessions. Each workgroup can have a data storage area that con-tains documents and files that members may wish to access before, during, or after the voiceconference. Workgroups include definition of participants, storage, and/or retrieval of associat-ed documents, and notification to users.

2.2.4 Assistant Engine

The Assistant Engine component provides an application programming interface (API) on topof the SIP protocol stack. This API is based on the industry standard ECMA-323 (also knownas CSTA-3 XML) and provides an abstraction layer which greatly simplifies application devel-

opment. It performs this function by acting on SIP messages and translating the SIP messagesto CSTA-3 events. It also accepts CSTA-3 requests, and generates SIP messages to imple-ment the requests. This functionality allows a CSTA-3 application such as the Personal Assis-tant or Workgroup Assistant to influence the handling of a session.

The use of CSTA-3 also opens up the opportunity to adapt and re-use a wide range of enter-prise communication applications available on CSTA, such as Customer Relationship Manage-ment (CRM), Enterprise Resource Planning (ERP), and eCommerce applications. SIP is stillthe signaling protocol on the wire; therefore, inter-operability with third party SIP devices ismaintained.

2.2.5 Knowledge Manager

The Knowledge Manager is responsible for knowledge enabling the OpenScape system. Thefirst and the most crucial step in the knowledge-enabling process is gathering the right informa-tion. This requires instrumenting the OpenScape components to generate the right information.

The second step in the knowledge-enabling process is to analyze information to yield Open-Scape system and user characteristics. The Knowledge Manager performs two crucial roles inthis step:

● Analyze and derive OpenScape system characteristics for the administrators (e.g. trouble-

shooting, resource utilization)● In future versions, analyze and derive OpenScape user characteristics for use by other

OpenScape components (e.g. analyze a user’s contacts and recommend adding/deletingcontacts to/from the contact list.).

The third step completes the knowledge loop by delivering the analysis to the system adminis-trators and other components for appropriate action.



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2.2.6 Context Manager

The Context Manager is the service that ties together a view of all users. This view may includethe presence and availability of users, the state of users (e.g. in a voice call), each user’s work-

group session associations, etc. The result is a detailed view of what the user and their devicesare doing at any point in time. This information is used by other OpenScape users and systemcomponents to make decisions about the best means to contact the user. This service also in-terworks with Microsoft presence model to ensure compatibility with Windows Messenger userinterface.

2.2.6.1 Context Data Record (XDR) Service

The XDR service collects session data (primarily voice-call related) and stores it as databaserecords. It performs a similar function to Call Detail Recording (CDR) because it allows admin-

istrators to retrieve the data and use it for analysis, bill-back, etc.Refer to the Administration Guide for information on the data stored by XDR.

2.2.7 User Notification Service

The User Notification Service is designed to provide a mechanism to send a notification mes-sage to users. It can send emails, instant messages, SMS messages, and pager messages.

The purpose of the notification is to let a user know of an event. For example if a user’s Per-sonal Assistant has been told to look for an email from an important customer, it can send anotification that the email has arrived to the user’s pager. The notification would indicate thatthe email has arrived but because of the limitations of the pager cannot contain the entire con-tent of the email.

2.2.8 Portals

Refer to Chapter 4, “Personal Portal”, Chapter 7, “Voice Portal and Self-Service Portal”, andChapter 6, “Workgroup Portal”for a description of the various portals.






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2.2.9 Media Server

OpenScape offers a web-based platform, the Media Server (Figure 2-4 on page 2-10), that ren-ders interactive telephony applications. Features include:

● Support for speech recognition and text-to-speech.

● Scripts for applications can be created using Siemens-provided building blocks and / or Mi-crosoft Word.

● Pre-packaged applications included commonly used functions like auto-attendant withname dialing and intelligent announcements.

● Support for the Self-Service Portal features

● Scripting support and telephony user interface for OpenScape components

Figure 2-4 Media Server Architecture

In future versions, the Media Server will be based on Speech Application Language Tags(SALT) and Voice XML and will support the creation of multimodal user interfaces with ad-vanced speech recognition features.

Applications (e.g. Voice Portal)

Applications Interfaces (e.g. Virtual Assistant.)

Connector Components (xML, etc.)

Web-site Components (WTE, IIS, etc

TAPI

SIP / RTP

TLS (over TCP/IP / QoS MID ASR / ScanSoft TTS

Media Server

SIP TSP

SAPI



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2.2.10 MCU

The MCU is responsible for providing media mixing (combining the audio channels from multi-ple parties) for conference calls that OpenScape users may be involved in.

The MCU resource controller is accessed by OpenScape applications to allocate an MCU fora conference. The access occurs at the point that the application wishes to connect parties tothe conference. The controller is responsible for checking the availability and capacities of thepossibly multiple MCU components that are part of the OpenScape system.

The MCU is built using a decomposed model. Media processing is distributed over multipleservers using the Megaco protocol. (Figure 2-5 on page 2-11)

Figure 2-5 MCU Architecture

The MCU contains internally one central MC (Multipoint Controller) which deals with the SIPsignaling and controls the mixing of the voice and up to four Media Processors that perform theactual mixing of the voice samples.

The MCU supports the following:

● Ad-hoc and dynamic conference creation from the contact list following the SIP conferenc-ing model for ad-hoc conferences

● Codec support G.711, G.723.1, advanced audio processing

● A single Media Processor running on a 2 GHz Pentium 4 can support 72 channels G.711or 24 channels of G723.1 or a mix thereof.

● With four Media Processors, a total of 288 channels G.711

MC

SIPMegaco(H.248)

IP

MP

RTPMegaco(H.248)

IP

MCU

Megaco (using TCP or IP-

Sec)

SIP (using TCP

or IPSec)

RTP (using UDP

and QoS)RTC

serverClient






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Call Flow Examples

2.3 Call Flow Examples

This section provides examples of basic call flows.

2.3.1 Basic Call Using Click-to-Dial from Portal

Scenario: (Figure 2-6) User A initiates a call from their portal to User B (non OpenScape user)

1. In this scenario the request for the call is transferred from the Portal to the OpenScape ap-plication (1).

2. The request causes the OpenScape application to initiate a call to the preferred voice de-vice of user A. User A answers the call and is placed in a hold state until the call is com-pleted to Party B. The steps to establish this call are shown in (2).

3. Once User A is connected, a call is placed to Party B. The steps to establish this call areshown in (3). As part of answering the call, Party B sends their media capabilities for es-tablishing the voice connection.

4. Once OpenScape has this information, it repeats the call setup to User A with the mediacapabilities of Party B. This is shown in (4).

5. The response to the Re-Invite contains the media capabilities of User A which are sent toParty B (5). This allows the two terminals to establish the media stream.



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Figure 2-6 Basic Call Using Click-to-Dial from Portal






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Call Flow Examples

2.3.2 Basic Call Between OpenScape Users

Scenario: User A initiates a call to User B. In this scenario, User A Initiates the call using theirSIP terminal.

1. This generates an Invite (1) addressed to User B. As part of the processing for the invitein the OpenScape application, any outgoing rules that User A may have for operationssuch as logging the call take place.

2. In addition the OpenScape application will evaluate User Be’s current identity context,rules, and device presence to determine the correct device to process this call. This is thedevice that is selected to receive the invite (2). When the selected device of User B re-ceives the Invite it responds with an indication that the device is ringing.

3. This is passed to the OpenScape application and on to the terminal of user A (3).

4. When User A answers the call, an indication that the device is call is answered is sent (4).This is passed to the OpenScape application and on to the terminal of user A.

5. When the answer is received by User A’s terminal it responds with an ACK that is sent tothe OpenScape application and on to User B’s terminal (5).

At this point in time the two terminals are able to establish the media stream for the call.



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Figure 2-7 Basic Call Between OpenScape Users






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Call Flow Examples

2.3.3 Basic Conference Call

Scenario: User A selects a list of parties (user B and C) to be part of the conference from theirportal.

1. Once the list is selected the conference operation is selected. The request for the confer-ence is transferred from the portal to the OpenScape application (1).

2. The request causes OpenScape to allocate resources for the conference from the MCUresource controller (2)

3. OpenScape then initiates a call to the MCU. The MCU answers the call and is placed in ahold state until the call is completed to User A. The steps to establish this call are shownin (3).

4. Once the MCU is connected, a call is placed to the preferred voice device of User A. The

steps to establish this call are shown in (4). As part of answering the call, User A sendstheir media capabilities for establishing the voice connection.

5. Once OpenScape has this information, it repeats the call setup (re-invite) to the MCU withthe media capabilities of User A. This is shown in (5).

6. The response to the re-invite contains the media capabilities of the MCU which are sent touser in a re-invite sequence sent to User A’s terminal (6).

This allows the terminal and the MCU to establish the media stream. The sequence 3-6 arerepeated for each participant in the conference (B and C).



A 3 1 0 0 3 - S 5 0 1 0 -A 4




2 - 1 7

Figure 2-8 Basic Conference Call






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System Capacities

2.4 System Capacities

2.5 Emergency Call Handling

An emergency call placed from an OpenScape user on a SIP phone is handled as a normalSIP call. Emergency calls extended through a gateway to the PSTN will be delivered to anemergency response center (for example, 911 in the U.S.), by the local Central Office switch.The call will be processed by OpenScape and will be transferred to the emergency number.

Note the following:

● OpenScape does not provide any special emergency call processing.

● An indication of the emergency caller’s location, based on the location of the SIP phone,may be provided assuming that the location is defined.

● Depending on where the SIP gateway is located, the emergency call may be routed to afire or police department that is in a different location from the caller.

● Emergency calls do not have a higher priority higher than other off-net calls. Emergencycalls are completed only if there is a free trunk available at the time an emergency call isinitiated.

Maximum number of OpenScape users 500

Maximum number of MCU connections One MP can support:● 72 channels G.711● 24 channels of G723.1

Can have up to 4 MPs

Maximum number of parties in conference 288

Maximum number of Media Server ports One Media Server with 30 ports



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Siemens Internal Use Only Management

Architecture

3 Management

This chapter describes the various components of OpenScape management, including the ad-

ministration interface (the OpenScape Management Console, or OMC).

3.1 Architecture

OpenScape management builds on the Microsoft Management Console (MMC) and WindowsManagement Instrumentation (WMI) architecture (Figure 3-1).

The OpenScape Management user interface, provided as a snap-in, provides the followingfunctions:

● Using the WMI interface and the database layer API, examines and modifies OpenScapeconfiguration information that is stored in the Windows Active Directory / SQL database,primarily in the form of user profiles and device profiles.

● Through an interface with the Serviceability Broker, monitors and updates serviceabilityand dependability data in other OpenScape applications (as exposed using the Service-ability API in the application).

● Using the Microsoft .NET System.Management API and the OpenScape ManagementSchema, monitors and updates configuration data within OpenScape applications.

Figure 3-1 Management Overview

Management Client

OpenScape Management Console Windows Script host

OpenScape WMI Providers

OpenScape Server

OpenScape SQL Database

WMI Interface



Management Siemens Internal Use Only



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Licensing

The OpenScape snap-in may be loaded into the MMC together with other snap-ins providedby Microsoft or third parties. This allows for a seamless transition between Windows and Open-Scape administrative tasks. Dedicated OpenScape administration group facilitates manage-ment.

Management access to the data repository is done through a WMI interface on the OpenScapeserver. The OpenScape snap-in can connect to one or more OpenScape servers locally or re-motely using this WMI interface. Security for remote access is provided by the Microsoft WMIframework. The WMI interface can also be accessed by the Windows Script Host (WSH).JScript or VBScript applications can be written to automate management functions or to exe-cute operations in batch mode. The functionality available through WSH is the same as the oneprovided by the OpenScape snap-in.

The management snap-in provides multi-language support. In OpenScape Version 1.0, Englishand German are provided. The language is automatically set based on the Windows user lo-

cale.

There are three server components in OpenScape: the Communication Broker, MCU, and Me-dia Server. In the first version of OpenScape, only the Communication Broker is fully integratedinto the Windows management architecture as shown in Figure 3-1. The MCU provides a na-tive Win32 user interface and the Media Server provides native web-based management inter-faces.

Microsoft SQL Server 2000 is used for the data repository. Database management tasks aredescribed in Section 3.8.2 on page 3-11.

3.2 LicensingIPurchase of the OpenScape Base Suite entitles the purchaser to all components in the productstructure, specifically:

● Communications Broker package—25 user licenses

● Personal Productivity Package, including Personal Portal, Word Web feature, Auto-answerfeature, Self-Service Portal

● Workgroup Collaboration Package, including Voice Portal, Voice Conferencing, MCU,Workgroup Portal, WebEx integration. (Note that WebEx subscription must be purchased

separately.)● 288 voice conferencing sessions

● One text-to speech license.

● SIP Interaction Sessions—includes 30 licenses for the Media Server

Purchasable options include:



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OpenScape Management Console

● OpenScape user package—additional licenses in increments of 25, up to a maximum of500

● Additional text-to-speech licenses, up to a maximum of 30 sessions

● Automatic speech recognition, up to a maximum of 30 sessions

The OpenScape Management interface provides a way to add licenses to the system and toview the number of purchased licenses on a feature basis as well as the number of licensesthat are currently used. Refer to Section 3.8.7 on page 3-14 for information about licensingmanagement.

3.3 OpenScape Management Console

The administration interface for OpenScape, the OpenScape Management Console (OMC,

Figure 3-1), is available in two languages, English and German.The Siemens-developed OpenScape snap-in, which is a DLL that runs under an instance ofthe Microsoft-provided mmc.exe process, has multiple functions, where each function is repre-sented as a tree node. Within the OpenScape snap-in, there is one primary node and multiplechild nodes for each installed OpenScape server. These OpenScape servers are automaticallydiscovered by the OMC. The screen shot in Figure 3-1 on page 3-4 shows four servers in the“netservxx” family.

As Figure 3-1 on page 3-4 shows, for each OpenScape system node the following functionsare available:

● User Management—administers OpenScape user data, based on existing Windows RTCuser accounts.

● Device Management—administers Siemens SIP phones.

● Application Management—administers database configuration, trace management, andother functions on a per-application basis.

● System Management—administers other options and settings.

Configuration operations that modify the data repository are logged in an audit trail. The audittrail information indicates for each operation the time and date, the data being changed, andthe administrator’s account.






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Server Management

3.4 Server Management

The administrator can start or stop the OpenScape software and verify the current state of theOpenScape server, including the following conditions:

● An error has occurred while trying to determine the state of the OpenScape software

● The OMC is currently trying to determine the state of the OpenScape software.

● OpenScape software is up and running.

● OpenScape software is stopped.



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User Management

3.5 User Management

The administrator can add new OpenScape users, and display, modify, enable, disable, anddelete existing users. Both OpenScape users and RTC users who have not been configured

for OpenScape can be displayed.

To add an OpenScape user, the administrator must first enable a new or existing Windows useraccount for RTC. This can be accomplished using either the Microsoft RTC Server MMC Snap-in or the Microsoft AD (Active Directory) MMC Snap-in.

To convert an existing RTC user to an OpenScape user, or to modify the parameters of an ex-isting OpenScape user, the system administrator uses the appropriate OMC dialog box andsets or modifies the following parameters:

● The OpenScape user ID number

● Password

● Phone Number —Either a custom phone number for this user, or a phone number copiedfrom Active Directory entry for the users Windows account

● Enabled / Disabled for OpenScape operations

● User Type—either OpenScape or ComResponse user

● User Group—whether the user will be added to the OpenScape User group or the Open-Scape Administrator group.

● View and configure the Siemens SIP phones associated with an OpenScape user. Only

phones that have been configured via the OMC are displayed.

● Associate a Siemens SIP phone with an existing OpenScape user

● Disassociate a Siemens SIP phone from an existing OpenScape user

An Add New Phone Wizard is provided.






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Device Management

3.6 Device Management

The Device Management function allows administrators to manage OptiPoint 400 SIP V3.0phones. It provides Phone Management and Real-time Transport Protocol (RTP) Statistics.

3.6.1 General Parameters

Administrators can manage the following general parameters for all SIP phones in a particularOpenScape system:

● The start date and time and recurrence for data synchronization

● Common data parameters for all SIP phones, including

– RTC server address and server port

– SIP session timer and timer value and registration timer

– SNMP parameters

– QoS parameters

● Phone-specific data profiles used when configuring new phones. The administrator canadd new profiles, for example for executives, for lobby phones, etc.

● The default phone administration password and the default wildcard server certificate thatare used to configure new OpenScape phones.

● The parameters to be used to discover the phones for a particular OpenScape system

>

Although the system administrator can configure an OptiPoint 400 SIP phone usingthe phone’s menus or the phone’s Web Management Interface (each OptiPoint 400SIP phone has a built-in web server), it is recommended that the system administra-tor uses only OMC to configure OptiPoint 400 SIP V3.0 phones for OpenScape us-ers.

>The OMC provides management of Siemens SIP phones only; third-party SIPphones have their own management interfaces.



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Device Management

3.6.2 Phone-specific Parameters

The administrator can view and configure the phones associated with the OpenScape users inthat system. Only phones that have been configured via the OMC are displayed. For an indi-

vidual phone or group of phones, the administrator can modify the following settings:

● Network settings

● Authentication settings such as Kerberos Key Distribution Center (KDC) server addressand port

● System settings such as voice mail destination and number for message waiting

● Timers for presence and availability

● File Transfer settings such as FTP server address and account name

● Time & Date settings such as whether daylight savings is off or on.

● Speech settings for jitter buffer, compression codec, audio mode, and silence suppression

● Regional settings for country and language

● Settings (on or off) for components such as instant messaging and contacts

● Key layout

● Menus

● Dial plan

In addition, the administrator can:

● Disassociate a phone from an OpenScape user. This causes the phone’s data to be resetin the phone and removed from the OpenScape database.

● Initiate software updates for the phones. The administrator can also download a new filefor Music-on-Hold.

● Initiate a consistency check between the data stored in the phones and the data stored inthe OpenScape database.






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Device Management

3.6.3 Parameters for a Single SIP Phone

The administrator can manage the following parameters for a single SIP phone:

● General data about the phone and associated user● Security settings, including:

– The local administrator password stored in the phone

– The user password stored in the phone

– The Windows password that the phone uses to authenticate itself with the RTC server

– The Server Certificate and Private Key stored in the phone that is used to enable asecure connection on the phone’s external interfaces

3.6.4 Administration of Unassigned SIP Phones

The administrator can manage the Siemens IP phones detected via the auto-discovery proto-col that have not been configured for OpenScape. The administrator can:

● Configure the phones (assign the phones to OpenScape users)

● Reset the data stored in the phones

● Initiate software updates for the phones

3.6.5 Management of RTP StatisticsThe administrator can manage RTP statistics as follows:

● Turn on and off the collection of RTP statistics

● Enable and disable the collection of RTP statistics for a specific phone.

● Retrieve the statistics files on the local machine

● View the statistics files

● Set the maximum number of statistics files and the maximum size per file



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Application Management

3.7 Application Management

The administrator uses Application Management to administer data, options settings, and traceoperations for the various applications (services) in the OpenScape system. The Application

Management screen lists every OpenScape Service, with its current software version informa-tion and execution state.

3.7.1 Application Properties

This section describes the properties that can be administered for the various services in theOpenScape system.

3.7.1.1 Community Assistant

The following properties can be administered for the Community Assistant application:

● Access to Collaboration Web Page—used to enter the URLs of the internal and externalCollaboration web site.

● Collaborations—the maximum number of collaborations, the maximum number of mem-bers per collaboration, the maximum number of parties in a conference, and an indicationof whether or not the call should be dropped when only non-OpenScape users are left in it.

● Email—the default email text that is sent in various situations with the Workgroup Portal.

3.7.1.2 Data Synchronizer

The OpenScape Data Synchronizer application synchronizes RTC user data stored in the Win-dows Active Directory with corresponding user data in the OpenScape database.

This application contains one configurable property, the synchronization interval, which speci-fies the interval for the one-way synchronization from the Active Directory user information tothe OpenScape user information. This synchronizes users from all Active Directory domainsthat house a user for this RTC Server.

3.7.1.3 Platform Resource Monitor

The Platform Resource Monitor application monitors administrator-defined system and pro-cess resources by polling them in regular intervals. The administrator can specify how oftenthe resources should be polled.






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Application Management

3.7.1.4 Context Data Recorder

The Context Data Recorder (XDR) application provides per-session logging. The administratorcan configure:

● The data category:

– Session Data: information regarding calls and messaging between various endpointsfor OpenScape users

– Session Interaction Data: information associated with call sessions such as accountcodes, subject, etc.

– Presence information for OpenScape users.

● Periodicity—Context data is eventually stored in the database for persistent storage fromintermediate locations at periodic intervals. The Periodicity defines the interval in the range

of 1 to 3600 minutes.

● Disk Quota—the maximum hard disk space used by context data intermediate locations.The quota defines the space in megabytes with a minimum value of 10MB.

● Generate Switch -If not selected, the context data for this data category would not bestored.

● Intermediate Persistent Storage (IPS) location for the data category.

● Incomplete Record Location - Context data location to store the incomplete records for thedata category. This data will be moved to database once the records are completed.

3.7.2 Trace Control

The following trace control settings can be administered:

● Trace Settings

– The maximum number of trace files that can be generated by the application, and themaximum size each file can attain before another trace file is created.

– The trace level value and trace status (enabled or disabled) for each sub -componentin the selected application.

● File Retrieval —retrieves the generated trace files for selected application from the serveron which the application is running, and stores those files on the system on which the OMCis running.



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System Management

3.8 System Management

System Management is used to administer system options settings (those that do not relate toa specific application), and to invoke various system-related tasks.

3.8.1 System Data Function

The System Data function is used to configure system-wide data such as:

● Security certificate used by OpenScape

● Interface ports used by the various OpenScape software interfaces

● Default phone number type and number rules—defines whether the Phone Number fieldin Active Directory is used to create the Phone Number (Secondary URI) of a OpenScape

user or the administrator enters the Phone Number individually for each user.● Dynamic Port Range for the range of communications ports used by the various Open-

Scape services.

OpenScape internally uses dynamic ports for communication. The administrator has theoption to define the range of consecutive ports that can be used at runtime by the Open-Scape services. The low port number has to be greater than 1024 and lower than the highport number. The range has to be at least 30 in order for the system to operate properly. Itis recommended that the dynamic ports start at higher numbers to make sure that theydon't interfere with reserved ports (1025~10000).

3.8.2 Storage Administration

This function allows the administrator to invoke on-demand backup, restore, and purge opera-tions for the OpenScape database and to schedule operations for later (and repeated) execu-tion.

3.8.2.1 Database Backup

The administrator can back up the OpenScape database to a location accessible from the

local servers file system. Three types of backup are available:

● Full— backup all OpenScape database files

● Incremental—back up only files modified since the last backup of the transaction log.

The backup can be scheduled or on-demand.

There is no system-wide backup, so it is the responsibility of the administrator to perform thefollowing backups:






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System Management

● Back up OpenScape via the OMC on a regular basis. The system prompts the administra-tor to perform a backup before a software upgrade.

● Back up Active Directory

● The Media Server and the MCU must be backed up manually.

3.8.2.2 Database Restore

The administrator can restore the OpenScape database from a location accessible from the

local servers file system.

3.8.2.3 Database Export and Purge

The Purge function can be used to delete historical voluminous data that is no longer neededby the system, but which is occupying a lot of database space. The following types of Purgeare available:

●

XDR Session data in the SQL database XDR data can be exported to a file and optionallybe purged after the export operation completes.

● Event Logs in the SQL Database

● Aged Orphaned users in the SQL database.

The Purge should be run from the OMC Storage Management screens during idle conditionswhen there is minimal load on the system. It can be run on-demand or scheduled to run at re-curring intervals.

3.8.3 Storage Monitor

The administrator can monitor the OpenScape database and view the log file generated by

that task. The log file can also be saved as a Word or text document.

>

NOTE: A backup should be taken at a time when the system is idle or under verylow load. This ensures that the performance of other system components is not af-fected during backup and also that the backed up data is in a consistent state.

For a restore, the system has to be in an idle state and may also require that someof the services/components be stopped completely. For backup purposes a separatedevice is required at the customer site. Currently only disk devices will be supported.



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System Management

3.8.4 Knowledge Management Reports

This function allows the administrator to:

● Specify where email notifications for the Fault Diagnostic Report or System Statistics Re-port should be sent

● Schedule the System Statistics Reports

● View the Fault Diagnostics and System Statistics Reports

Refer to the Administration Guide for detailed descriptions of these reports.

3.8.5 Resource Monitor

Resource Monitor monitors resource usages of OpenScape system. The monitored resources

can be grouped in two categories: system resources and application resources. The systemresources that are monitored for the host machines running the OpenScape system are CPU,hard disk and memory. The application resources that are monitored for each OpenScape ap-plication are CPU and memory.

The following resources can be monitored by the Platform Resource Monitor service:

● The remote host machines running on the OpenScape server. A new host machine can beadded

● All services that are running on the OpenScape server.

The administrator can manually enter a host machine name or IP address, or select a

machine name from the pull-down list. The administrator can set the upper and lower thresh-

old values, expressed in percentages (from 1-100 for upper threshold, 0-99 for lower thresh-

old) as well as the monitored disk drive.

3.8.6 Systems Destination

The Systems Destination function maps ComResponse rules to Addresses-of-Record.






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Administration of Other Components

3.8.7 Licensing Management

The Licensing Management function allows the administrator to:

● Configure the administration and client ports of the license server● View the installed and checked-out licenses

● Install a license key file

● Schedule the license monitor task

3.9 Administration of Other Components

The following components use their own administration interfaces:

●

SIP Gateways● MCU

● Media Server

3.10 Fault Management

Fault management provides four distinct functions:

● Error collection: Archives errors and warnings generated by OpenScape components. Thisincludes Siemens SIP phones, MCU, Media Server, and the OpenScape core applications.

Errors are posted into the Windows event logs. Third-party components or applicationssuch as gateways can also send errors to the OpenScape management via SNMP.

● Error analysis: Performed on the collected data. If it is determined during error analysis thatactions need to be taken by the administrator, a report detailing these steps is generated.Also if error analysis determines that the system is in a critical state and requires immedi-ate intervention, a notification is sent to the administrator.

● User notification: Notification targets can be configured for e-mail, page, SMS, and InstantMessaging.

● Trace utility: An extensive trace utility is provided as described in Section 3.7.2 on page

3-10.



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Installation of OpenScape

3.11 Installation of OpenScape

All OpenSpace client applications and server components are provided as Microsoft Installer(MSI) packages. The server packages are: Communication Broker, MCU, and Media Server.

The client packages are the Management snap-in, Windows Management Add-In, and OutlookAdd-In. Installation wizards are provided. Automation of client distribution can be achieved byusing the IntelliMirror feature in Active Directory.






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Installation of OpenScape



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Siemens Internal Use Only Personal Portal

Personal Portal in a Browser Window

4 Personal Portal

The Personal Portal provides a unified way to manage all communication tasks, handling voice

calls, emails, and instant messages. It can be:

● Accessed via Internet Explorer (Figure 4-1)

● Accessed as a Microsoft Outlook folder web page (Figure 4-2 on page 4-2)

● Accessed as a tab in Windows Messenger (Figure 4-3 on page 4-2)

4.1 Personal Portal in a Browser Window

As Figure 4-1 shows, when the Personal Portal appears in a browser window, users can usethe Inbox and Calendar functions provided by the Exchange server.

Figure 4-1 Personal Portal in Internet Explorer

>

Note that OpenScape uses the Exchange 2000 server. For the desktop client, userscan have Outlook 2000 or higher.



Personal Portal Siemens Internal Use Only



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Personal Portal as Outlook or Messenger Plug-in

4.2 Personal Portal as Outlook or Messenger Plug-in

When the Personal Portal appears as part of Outlook (Figure 4-2 on page 4-2) or WindowsMessenger (Figure 4-3 on page 4-2), My Inbox and My Calendar do not appear.

Figure 4-2 Personal Portal in Outlook

Figure 4-3 Personal Portal in Windows Messenger



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My Status

4.3 My Status

My Status (Figure 4-4) is the primary variable that OpenScape checks to determine how toroute communications. It provides a basis for the rules that give users control over how their

communications work.

In addition, any OpenScape user can view the status of another user who has been configuredas a contact. (However the contact can choose to block another user from viewing his statusand media availability.)

Figure 4-4 My Status

The predefined statuses that users can select from are:

● Working remotely

● In Office

● Be Right Back

● In Meeting

● No Interruptions

● Out of Office

● On Business Trip

● On Vacation

Refer to Section 4.10 on page 4-10 for more information on how My Status is used.

>There is no correlation between status in OpenScape and status in Windows Mes-senger. An OpenScape user’s status must be set manually; there is no option tochange status automatically.






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My Preferred Phone

4.4 My Preferred Phone

Users set their preferred voice device from the Personal Portal. Other preferred phones anddevices are available and configured with Options...Devices. (Refer to Section 4.8.3 on page

4-8 for more information about devices.)

For maximum flexibility, users can configure a number of associated devices and then set theirrules (described in Chapter 5) to route incoming calls to the preferred device. An outgoing call

that a user places through My Calls is routed through the preferred device.

4.5 My Calls

My Calls (Figure 4-5) allows users to:

● Place a call on the device that has been designated as the preferred device.

● Start a conference call.

● View the status of current calls.

●

Take actions on current calls: put on hold, release the hold, hang up, add a caller, or showthe parties in the call.

Figure 4-5 My Calls



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My Contacts

Note that My Calls knows only about the calls that are routed through OpenScape. For exam-ple, if someone calls a user’s OpenScape number and is routed to his cell phone, then Open-Scape continues to monitor the progress of the call and can act on it. However, if a caller dials

a user’s cell phone directly, then OpenScape has no knowledge of the call and cannot act on it.The Number field is provided for users to enter the phone numbers of parties who are not intheir contact list or their Outlook Address book.

4.6 My Contacts

My Contacts (Figure 4-6) allows users to manage their contacts and take the following actions:

● Add a new contact or remove a contact

● Start a voice conference or a WebEx session with contacts

● Place a phone call, send an IM or an email to a contact

● View a contact’s status

● View the contact’s availability for a phone call, IM, and email

Figure 4-6 My Contacts

The state of the icon next to the contact's name tells you whether that contact is reachable byphone, instant messaging, or email.

● When the voice icon is grayed out, the contact's preferred phone is not available (but voicemail is always available).

● When the IM icon is missing, the contact is not available for instant messaging.

● Email is always available.






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My Work Groups

4.6.1 Contacts in Outlook

OpenScape contacts are separate and distinct from Outlook contacts. There is no facility to im-port contacts from Outlook to OpenScape or vice-versa.

In OpenScape, the term contacts is used in the same sense that Microsoft uses the term forWindows Messenger. It essentially means a buddy in the buddy list. In OpenScape V.1, thesecontacts are limited to other OpenScape users. When users use the Address Book as an inputsource to select parties for a conference, they can access only the Global Address Book (notthe Contacts Address Book).

In Outlook, contacts describes names and addresses that a user saves in the Outlook addressbook. These people tend to be external to the enterprise. The Contacts directory in Outlook isunique for each person and can be accessed in the same way that the Global Address Book isaccessed through the Address Book function.

OpenScape users can configure special properties for their Outlook contacts (that is, for peopleexternal to the enterprise) that allow them to have guest access to OpenScape and the featuresof the Self-Service Portal. (Refer to Section 7.2 on page 7-4 for information about the Self-Ser-vice Portal.)

4.6.2 Contacts in Windows Messenger

The OpenScape My Contacts list contains only other OpenScape users. The Windows Mes-senger contact list can contain OpenScape and non-OpenScape users.

4.7 My Work Groups

From My Work Groups (Figure 4-7), a user can:

● Add a new work group or copy an existing one

● See the status of the existing work groups (idle, conference meeting in progress, WebExmeeting in progress)

● Take action:

– Start a voice conference

– Start a WebEx meeting

– View or edit the properties of a collaboration group

Only the person who set up the work group can modify it or delete members from it. When awork group is deleted, all information including membership, options, and documents are de-leted. A backup owner can take over when the owner is deleted (for example, when the ownerleaves the company.)



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Options

Figure 4-7 My Work Groups

Chapter 6 has more information on work groups.

4.8 Options

This section describes the following options available in the Personal Portal:

● Language

● Preferences

● Devices

Another option, the Rules Wizard, is described in Chapter 5.

4.8.1 Language

Users can select either English or German as the language of the Personal Portal.






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Options

4.8.2 Preferences for OpenScape Layout

When the Personal Portal appears in a browser, users can determine which components ofOpenScape appear on their desktop. The possibilities are:

● Show all components (My Calls, My Contacts, My Collaboration Groups, Inbox, Calen-dar)

● Hide My Inbox

● Hide My Calendar

● Hide Outlook

4.8.3 Devices

In OpenScape, device refers to any entity that can act as a communications endpoint: phones,instant messaging, or email. There are two categories of devices, registered devices and as-sociated devices.

● Registered devices are automatically configured for a user. SIP phones and WindowsMessenger are considered registered devices because they register with a part of theRTC server called the SIP Registrar. They are automatically recognized by the system.

Each registered device has a name and an ID key. For phones, the ID key is the physicaladdress of the phone. For Windows Messenger, it is the name of the machine that it is run-ning on. Users can edit the name of the registered devices but cannot change the ID key.

They can also edit the supported modes of the device (voice, IM, email) unless suppliedby the device itself (as is the case with the Siemens SIP phones.)

● Associated devices must be configured by the user.

A user can create an associated device by entering the name and contact information(phone number, IM address, or email address) and its initial status (offline, online, or busy).To subsequently change the status for that device, the user must set it manually.



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Interaction with Windows Messenger

4.9 Interaction with Windows Messenger

Windows Messenger provides an OpenScape tab as an alternative way of accessing the Per-sonal Portal. In addition, Windows Messenger:

● Can be one of a users’ registered devices. Windows Messenger can be configured to beenabled or disabled from specific communications modes such as voice, email, and instantmessaging.

● Provides the ability to add and delete contacts and manage the allow / block list.

● Provides the instant messaging window for sending and receiving instant messages.

Users 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 consid-ers to which device a particular voice call, email, or instant message should be delivered, it isrecommended that OpenScape users should mark themselves Online when they want theirWindows Messenger to be included and mark it Away when they do not want it included.






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OpenScape Presence and Availability Model

4.10 OpenScape Presence and Availability Model

The OpenScape presence and availability model is based on the Microsoft presence modeland enhances it with value-added Siemens propositions. It consists of two separate elements:

● A user-level presence (status) set with My Status in the Personal Portal

OpenScape users manually set their status to show whether they are in the office, in ameeting, on vacation, working remotely, etc.

● An overall availability for each media type (voice, email, instant message) that is support-ed by any of the devices owned by a user. The overall availability for each media type takesinto account the state (busy, online, unknown, offline) of each device that supports that me-dia type. Then those states are combined (or aggregated) to determine overall availability.

There is no direct link between a user’s status and the overall availability for each media type.

While the media states are aggregated from actual device settings, the status is not.

4.10.1 Status

Every OpenScape user has a status at all times. Status can be set from the Personal Portal orthe Voice Portal and can be one of the following:

● Working remotely

● In Office

● Be Right Back

● In Meeting

● No Interruptions

● Out of Office

● On Business Trip

● On Vacation

There is an additional status value of “Unknown” that is used by the OpenScape system in sit-uations where the status is not currently available or where the user is prohibited from seeing

the status value. Note that only the OpenScape system can set this value; users cannot.

Status is one of the key means by which an OpenScape user personalizes the behavior of theOpenScape system. In particular:

● Status determines which rule set will be applied for the user.

● Status is displayed as part of the contact list for each of the contacts who are OpenScapeusers.



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4.10.2 Availability

Availability applies to the following media types:

● Voice● Instant messages

● Email

As Figure 4-8 shows, it is arrived at by taking into account whether each device that is capableof that media type is busy, online, offline, or whether its availability is unknown. Those individualstates are summed up to arrive at the combined availability.

Figure 4-8 Overall Availability by Media Type

Based on the availability information about each media type (for example, available via phone,not available via instant messaging, available via email), OpenScape can make the appropriaterouting decision.

IM Voice IM Voice IMEmail Voice Voice

Combinedavailability

for IM

Availabilityfor voice

Availabilityfor IM

Availability

for email






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Besides enabling OpenScape to make routing decisions, the overall availability by media typealso appears for each contact on the Contact List in the Personal Portal.

4.10.3 Enhancements to Microsoft Model

The Siemens Presence and Availability Model provides the following enhancements to the na-

tive Microsoft presence model:

● Support for other, non-SIP registered devices (associated devices)—This extends thereach of the communications solution to legacy devices (connected to private networks,the PSTN, the CSPN, etc.)

● Aggregation by media type—This provides users with a better idea of what kind of commu-nications their contacts are willing to accept.

● A single, user-level presence attribute (status)—This provides centralized control andavoids the confusion that a number of competing devices can cause.

● User-visible presence attributes that are more appropriate to an enterprise environmentthan consumer-oriented values used by Windows Messenger.

● Communications rules based on the user’s status—These provide more appropriate be-havior than that provided by default in the Microsoft solution.

● Ability to manage basic presence (user status) from any telephone in the world and fromany web browser that can access the OpenScape site.

>

If a user is accessible by any phone device such as an office phone, a homephone, or a mobile phone, OpenScape simply makes the assumption that theuser is available via phone.

If a user is currently in an active voice call on any of her monitored devices, thenshe is considered busy. If she is not busy in a voice call, then if she is accessibleby any of her phone devices she is considered available for voice.



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4.10.4 Interaction with the OpenScape Presence Model

The following are recommended guidelines for OpenScape users:

● Use OpenScape’s My Status (and the associated rule set) to indicate their own personalstatus and control which OpenScape rules are in effect.

● Use Windows Messenger Status only to indicate the availability of their Windows Messen-ger device.

>

It is important to note the difference between status of a user and information that

OpenScape retrieves about the dynamic state of a device.

The user always sets My Status (In Office, In Meeting, On Vacation, etc.).

For SIP phones, OpenScape can detect if it is available (Offline or Online) as well asits current state (Offline, Do-Not-Disturb, Unknown, Busy, Forwarded, Online). Thisincludes dynamic call states (in call, etc.).

For Windows Messenger, OpenScape can detect if it is available as well as the user-set device status (online, busy, be right back, away, on the phone, out to lunch).OpenScape does NOT get dynamic call status for Windows Messenger devices.

For an associated device, OpenScape cannot detect its dynamic state so the usermust set this directly in the Options – Devices – Associated Devices screen to valuesof Online, Offline, or Busy.






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Siemens Internal Use Only Rules Wizard

5 Rules Wizard

With the Rules Wizard (Figure 5-1), users set up rules to determine how, when, and where they

can be reached. For example:

For an incoming call received after Wednesday November 12th, 2003 and before WednesdayNovember 19th, 2003 and received after 16:00 PST and before 04:00 PST, redirect to cellphone and where redirect fails, redirect to voice mail and where redirect fails, notify by SMS tocell phone with 'missed call'.

Figure 5-1 Rules Wizard

A user creates a rule with the Rule Wizard and puts it into effect by assigning it to one or more

statuses (Working Remotely, In Office, etc.). When a user sets My Status, only those rules thatare assigned to this status are executed when a primary condition is triggered.

Each rule consists of:

● Conditions—the user selects one of the following primary conditions:

– For an incoming call

– For an outgoing call



Rules Wizard Siemens Internal Use Only



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– For an incoming instant message

– For an outgoing instant message

– For an incoming email

This selection determines the set of supported conditions, actions, and exceptions that areunique for each primary condition.

● Additional conditions with parameters

After selecting the primary condition, the user can optionally select one or more associatedconditions with parameters (such as dates or people) that make the rule more specific. Nocondition can appear in a rule more than once.

● Actions

A valid rule contains at least one action. The user can specify multiple actions (for example,redirect to cell phone AND where that redirect fails, redirect to voice mail). No action canappear in a rule more than once. Actions can be cumulative or conflicting:

– Cumulative actions: all actions are executed.

– Conflicting actions: only the action belonging to the higher priority rule is executed. Pri-ority is determined by placement in the rule set, with the topmost rule set having high-est priority. (The rules can be reordered to reflect the desired priority.)

● Exceptions

After selecting actions, the user can optionally include one or more exceptions. The excep-tions are identical to the conditions but with “except if” or “except” added at the beginning.No exception can appear in a rule more than once. Multiple exceptions are separated byan OR. Therefore, if any exception is TRUE, the rule will be evaluated as FALSE and noaction associated with that rule will be used.

For example: Assume that the rule states, For an incoming call from Bill Gates, redirect tomy preferred device OR to My Assistant except if after 19:00 and before 08:00 . If a call fromBill Gates arrived at 7:30 p.m., the call would not be redirected.

When there is no action that takes precedence, the default rules are used. The final default ruleis “route to voice mail” so if no other condition or exception applied, the call would be directed

to the user’s voice mail.



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Rules for Incoming Calls

5.1 Rules for Incoming Calls

A user can create rules for incoming calls using any of the conditions in Table 5-1.

>When a term is underlined, (for example, people) it indicates that the user has tospecify parameters. In the Rules Wizard, the underline signifies a link that displaysthe available values or a place to enter data.

Condition Parameter Values MultipleEntries?

From people Names from Outlook directory, contact list, typed in, ora pre-saved user defined list.Typed SIP URIs or phone numbers (including wildcardsat the beginning or end)

Y

Where call is call type ● internal (call from other OpenScape user)● external (call from non-OpenScape user)

N

Where my device... Name of the device from the list of the user’s registeredand associated devices or:● Preferred Voice Device● Preferred IM Device● Aggregated Voice● Aggregated IM

N

Where my device is con-

text*

* When the device specified is an associated device, the context used will be as it was set in the Options – Devices – As-

sociated Devices screen

● Available

● Unavailable● Online● Offline● Busy● Do not disturb● Unknown

N

Received on certaindates

Calendar dates in local format Y

Received in a specificdate range

An after date and a before date as calendar dates in thelocal format.

N

Received in a specifictime range

A start time and end time in 24-hour format N

Received on certaindays of the week

Sunday, Monday, Tuesday, Wednesday, Thursday, Fri-day, Saturday

Y

Table 5-1 Conditions for Incoming Calls






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Rules for Incoming Calls

5.1.1 Actions for Incoming Calls

A rule for incoming calls must include one or more of either class of the following actions.

● Cumulative Actions – Notify destinations with specific message

– Where redirect fails, notify destinations with specific message

– Write text string to journal

● Conflicting Actions

– Redirect to my device or person list

– Where redirect fails, redirect to my device or person

– Log or don’t log call to journal

– Assign account code to call

Table 5-2 describes the action parameters.

Parameter Values MultipleEntries?

destinations Notification methods (email, IM, pager, SMS) and target ad-dress, for example By email to Preferred Email Device and byIM to Lynn Nottbohm

Y

specific mes-sage

The message text. Standard information such as the calling par-ty information and time and date of the call are always sentwhen possible by the notification method.

N

text string Text string typed in by user N

my device orperson list

A list of routing destinations to which OpenScape will try to directthe call (in the order of the list) that can include:● Preferred Voice Device● Registered or associated devices● Typed SIP URIs or phone numbers● System destinations such as VoiceMail, HotList, etc.● The name of another OpenScape user to forward the call to

(only one forwarding target is allowed and it always termi-nates the list when present)

Y

my device orperson

Same as above but only single selection can be made N

log or don’t log Indicates whether call should be logged in journal N

Table 5-2 Action Parameters for Incoming Calls (Sheet 1 of 2)



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Rules for Outgoing Calls

5.1.2 Exceptions for Incoming Calls

For an incoming call, any of the following exceptions can be included:

● Except if from people

● Except where call is call type

● Except where my device is context

● Except if received on certain dates

● Except if received in a specific date range

● Except if received in a specific time range

● Except if received on certain days of the week

The parameter values are described in Table 5-1 on page 5-3.

5.2 Rules for Outgoing Calls

A user can configured rules for outgoing calls using any of the following conditions:

● To people

● Where call is call type

● Placed on certain dates

● Placed in a specific date range

● Placed in a specific time range

● Placed on certain days of the week


5.2.1 Actions for Outgoing Calls

One of the following actions must be included:

● Cumulative Actions


account code user-defined account code N


Table 5-2 Action Parameters for Incoming Calls (Sheet 2 of 2)






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Rules for Incoming Instant Messages




The action parameters are described in Table 5-2 on page 5-4.

5.2.2 Exceptions for Outgoing Calls

Any of the following exceptions can be included. No exception can be used more than once.

● Except if to people

● Except where call is call type

● Except if placed on certain dates

● Except if placed in a specific date range

● Except if placed in a specific time range

● Except if placed on certain days of the week


5.3 Rules for Incoming Instant Messages

A user can create rules for incoming calls using any of the conditions in Table 5-3.


From people Names from contact list, typed in, or a pre-saved userdefined list.Typed SIP URIs (including wildcards at the beginning orend)

Y

Where my device... Name of the device from the list of the user’s registeredand associated devices or:● Preferred Voice Device● Preferred IM Device● Aggregated Voice● Aggregated IM

N

Table 5-3 Conditions for Incoming Instant Messages(Sheet 1 of 2)



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5.3.1 Actions for Incoming Instant Messages

A rule for incoming calls must include one or more of either class of the following actions:


– Notify destinations with specific message

– Where redirect fails, notify destinations with specific message



– Redirect to my device or person

– Where redirect fails, redirect to my device or person



Table 5-4 describes the action parameters for incoming instant messages.

Where my device is con-

text *

● available

● unavailable● online● offline● busy● DND● unknown

N





N


A start time and end time in 24-hour format (Both entriesrequired)



Y

* When the device specified is an associated device, the context used will be as it was set in the Options – Devices – As-

sociated Devices screen.


Table 5-3 Conditions for Incoming Instant Messages(Sheet 2 of 2)






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5.3.2 Exceptions for Incoming Instant Messages

For an incoming instant message, any of the following exceptions can be included:

● Except if from people

● Except where my device is context






destinations Notification methods (email, IM, pager, SMS) and target ad-dress, for example By email to Preferred Email Device and byIM to Lynn Nottbohm

Y

specific mes-sage

The message text. Standard information such as the calling par-ty information and time and date of the call are always sentwhen possible by the notification method.

N

text string Text string typed in by user N

my device orperson list

A list of routing destinations to which OpenScape will try to directthe call (in the order of the list) that can include:● Preferred IM Device● Registered or associated devices● Typed SIP URIs or phone numbers● System destinations such as VoiceMail, HotList, etc.● The name of another OpenScape user to forward the call to

(only one forwarding target is allowed and it always termi-nates the list when present)

Y

my device orperson

Same as above N

log or don’t log Indicates whether call should be logged in journal N

account code user-defined account code NTable 5-4 Action Parameters for Incoming Instant Messages



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Rules for Outgoing Instant Messages

5.4 Rules for Outgoing Instant Messages

For outgoing instant messages, any of the following conditions can be included:

● To people● Sent on certain dates

● Sent in a specific date range

● Sent in a specific time range

● Sent on certain days of the week


5.4.1 Actions for Outgoing Instant Messages

A rule for incoming calls must include one or more of either class of the following actions:




– Log or don’t log message to journal


The parameters for the actions are described in Table 5-4 on page 5-8.

5.4.2 Exceptions for Outgoing Instant Messages

For an outgoing instant message, any of the following exceptions can be included:

● Except if to people

● Except if sent on certain dates

● Except if sent in a specific date range

● Except if sent in a specific time range

● Except if sent on certain days of the week







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Rules for Incoming Emails

5.5 Rules for Incoming Emails

For incoming emails, any of the conditions in Table 5-5 can be included:

5.5.1 Actions for Incoming Emails

For incoming emails, one or more of either class of the following actions must be included.


– Notify destinations with specific message



– Log or don’t log email to journal

The parameters for these actions are described in Table 5-2 on page 5-4.


From people Names from Outlook Directory, contact list, typed in, ora pre-saved user defined list.Typed email addresses (including wildcards at the be-ginning or end)

Y

Specific words Text strings typed in by user (including wildcards at thebeginning or end)

Y

Urgent ● high importance●

normal importance● low importance

N





N


A start time and end time in 24-hour format (Both entriesrequired)



Y

Table 5-5 Conditions for Incoming Emails



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Default Rules

5.5.2 Exceptions for Incoming Emails

For incoming emails, any of the following exceptions can be included.

● Except if from people● Except if sent only to me

● Except where my name is in the To box

● Except where my name is in the Cc box

● Except with specific words in the subject

● Except if marked as urgent

● Except if received on certain dates




The parameters for exceptions are identical to the parameters for conditions in section 2.1.5.1and won’t be repeated here.

5.6 Default Rules

Default rules are available from the system, based on the status that the user sets. A user whois configured in OMC as an administrator can modify the default rules. Any user can overridethe default rules by using the Rules Wizard to set up custom rules. Custom user rules are al-ways prioritized above default rules when conflicting actions are evaluated.

If the user sets his status to: In Office, Working Remotely, Be Right Back, In Meeting, the defaultrules are:

● For an incoming call—Redirect to preferred voice device and where redirect fails, redirectto voice mail and log call to journal

● For an outgoing call—Log call to journal

● For an incoming instant message—Redirect to preferred IM device and don’t log messageto journal

● For an outgoing instant message—Don’t log message to journal

● For an incoming email—Don’t log email to journal

If the user sets his status to On Business Trip, Out of Office, On Vacation, Unavailable, or if itis unknown:






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Default Rules

● For an incoming call—Redirect to voice mail and log call to journal

● For an outgoing call—Log call to journal

● For an incoming instant message—Redirect to preferred IM device and don’t log messageto journal

● For an outgoing instant message—Don’t log message to journal

For an incoming email—Don’t log email to journal



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Siemens Internal Use Only Workgroup Portal

6 Workgroup Portal

The Workgroup Collaboration application, accessible from the Workgroup Portal, facilitates

document sharing, instant set-up of voice conferences and the automatic launch of WebEx ap-plication sharing.

Figure 6-1 shows the Workgroup Portal with a document open in the Document Viewer.

Figure 6-1 Workgroup Portal

Workgroup members can use this portal to manage a voice conference or WebEx meeting, in-cluding the following tasks:

● Adding or removing participants

● Viewing details of conference

● Sharing documents

● Converting a voice conference into a WebEx meeting



Workgroup Portal Siemens Internal Use Only



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Viewing Conference Details

6.1 Viewing Conference Details

While participating in a workgroup conference, whether a voice conference or a WebEx meet-ing, the members of the workgroup can see:

● The time the conference started and the number of callers in the conference. This displayremains active for the duration of the media conference and is updated in real time withany changes, for example when a participant drops out.

● The names of the participants who are in the voice conference or WebEx meeting and thenames of workgroup members or requested conference participants who are not in the

voice conference or WebEx meeting.

● The documents that are available for this work group.

Note that members of a workgroup are those who have access to the workgroup data. This

may or may not match the actual participants in the conference.

6.2 Sharing Documents

Members of a workgroup have access to a common storage area of documents. The storage

area, an Exchange folder, holds whatever documents and files that members may wish to

access. Any type of document or file may be included in the storage area and then accessedfrom a portal as long as the document type is already associated with Internet Explorer and

the correct Internet Explorer plug-in for this type of document is installed on the user’s PC.

6.3 Creating Workgroups

Users can create workgroups from My Workgroups in the Personal Portal.

A user can also create a workgroup by copying and modifying an existing workgroup. This cop-ies the members and the options, but not the documents.

A user can also set up an ad-hoc conference, selecting members “on the fly”. An ad-hoc con-ference consists of creating a workgroup and invoking a media conference simultaneously. Forexample, user A wishes to discuss something with users B and C, sees from the contact listthat they are both available, selects them and in a single step creates a media conference andone-time workgroup. This ad-hoc session can be converted into a permanent workgroup by ed-iting the workgroup properties prior to the end of the media conference.

Some workgroup properties are shown in Figure 6-2.

>

OpenScape users must have an email address in Active Directory in order to partic-

ipate in a workgroup conference.



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Creating Workgroups

Figure 6-2 Workgroup Properties

On this page, users configure:

● Name and description of the workgroup

● Type of collaboration: one-time only or recurrent.

● Voice conference options for participants:

– The person is added to the session as soon as he answers the phone.

– The person can accept or decline. A timeout indicates decline. (This is the default.)

● Customized email message: An email is sent to the new members whenever a workgroupis created or a member is added. The default email is configured in the OpenScape Man-agement Console, but the user can create custom text to include in the email with this op-tion.

The other properties to be configured for a workgroup are:

● The documents to be shared.

>

With this option set, workgroup members should be careful about forwardingtheir phones. If forwarding is set, someone other than the person intended couldget invited to the conference or the person’s call can be forwarded to voice mail.






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Launching a Workgroup Session

These documents can be in any format but are viewable only if the user has the appropriatebrowser plug-in to view that document type.

● The parties who are members.

Workgroup members can be selected from the contact list, the Outlook Address Book, orby typing in a name, phone number, and email address. For each workgroup member, aflag is set indicating whether or not this member will participate in media conferenceswhenever a conference is initiated by another workgroup member.

● The group’s backup owner. This person becomes the owner in the case where the owneris deleted as an OpenScape user.

To finish up the creation of the workgroup, the workgroup can be saved or an immediate voiceor WebEx conference can be launched.

Once the workgroup is saved with a name, members are notified by email that the workgroupexists and they can access the associated documents. If the conference is immediatelylaunched, then no email notification is sent.

6.4 Launching a Workgroup Session

Once a workgroup is set up, a user can invoke a session with one click from either the PersonalPortal or Workgroup Portal. OpenScape automatically calls all workgroup members who havebeen specified to be in the conference and if they are available, puts them in a voice confer-ence.

Participants in the conference hear a beep when people join or leave the conference.After the session begins, any participant can add parties to a conference. Any participant thatis a member of the workgroup can drop other parties.

In an ad-hoc conference, no special warning messages (besides standard beeps) are playedif parties are being dropped by other participants. In the case when the system parameter is setto drop the conference if it contains only non-OpenScape users, there is also no warning mes-sage.

6.4.1 Multimedia Conferencing—Launching WebEx

The following options are available:

● Start voice and WebEx conference together. When the first party is connected via voice,the WebEx conference is launched.

● Start WebEx in an ongoing voice conference (unless the conference was launched fromVoice Portal, in which case the user is assumed to be on the phone and has a voice-onlyconnection to OpenScape)



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● Add participants to both voice and WebEx meetings together

● Send emails to participants with URL to join the conference

An ad-hoc WebEx conference can be launched from My Calls and My Contacts in the samemanner as conference calls. If the user selects one contact and starts a WebEx conference, atwo-party WebEx session can be created but it will be treated as a conference by the system.






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Siemens Internal Use Only Voice Portal and Self-Service Portal

Voice Portal Access for OpenScape Users

7 Voice Portal and Self-Service Portal

This chapter describes the Voice Portal and the Self-Service Portal, both accessible by tele-

phone.

7.1 Voice Portal Access for OpenScape Users

By phone, OpenScape users can set their status, initiate conferences, set their preferredphone, and access the Exchange server for both voice and email messages, contact lists, andcalendars. This section describes the full capabilities of the Voice Portal.

Users who call in to the Voice Portal are authenticated by entering their OpenScape ID andpassword. The caller is allowed three tries before authentication fails and the call is disconnect-ed.

7.1.1 Listen to Voice and Email Messages

Users can use the Voice Portal to listen to messages in their Inbox. The user hears the dateand time the message was received and the type of the message (voice or email). Voice mes-sages are in 8khz, 16-bit mono PCM format.

For an email message, the body of the message is rendered by text-to-speech. The systemadvises the user if there is an attachment but mail attachments are not rendered.

The following message controls are in effect during and after the message playback of the

message:● Skip to next message

● Go to previous message

● Repeat from beginning

● Delete

● Mark unread

● Forward (via email) a message to other users (OpenScape or non-OpenScape) or to con-tacts.

● Reply to message. A user can reply to any message as long as the message sender hasa defined email address. The delivery mechanism is via email.

Users address messages using Dial-By-Name or by entering an extension number.

Users can filter the messages by voice or email, by urgency, newness (i.e. unread messages),or simply listen to all messages in the order received.



Voice Portal and Self-Service Portal Siemens Internal Use Only



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7.1.2 Create and Delete Messages

An OpenScape user can create a voice message, forward a message with a comment, or replyto a voice or email message. The message is sent immediately (not held until the end of the

session.) Messages cannot be marked private, so any message can be forwarded.

Messages are deleted on request (not at the end of a session) and moved to the Deleted Itemsfolder. The next time the user accessing his emails via Outlook closes the Outlook session, (de-pending on his Outlook settings) the message may be permanently deleted. (This depends onhis Outlook settings). Once the message is deleted, the user cannot reply to it or forward it.

There is no Saved folder for messages.

7.1.3 Manage Calendar Appointments

OpenScape users can access their calendars from the Voice Portal to do the following:

● Accept, decline, and delete declined appointments

● Play back the next appointment

For example: “Your next appointment is at <time><date> with <person name>”.

● Play all appointments for a specific date and time range. The user must enter the desireddate and the desired time range. Time range will be determined by asking for the start timeand end time.

● Block a specific date and time range in the calendar. No invitees are specified. Note that

the appointment will be blocked even if there is already an appointment in that time range.

● Review upcoming appointments. All appointments with a tentative meeting status withinthe specified time frame are played, one after the other, and the user can accept or rejecteach one. When a meeting is rejected, the busy status is changed from tentative to freeand the user can still see the meeting in his or her calendar. The user can then delete therejected appointment and it is moved to the Deleted Items folder.

● If the user is the originator of the appointment or if a contact guest made the appointment,the user can delete the appointment. (Refer to Section 7.2.1 on page 7-4 for a descriptionof guest access.)



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7.1.4 Phone Favorites in the Voice Portal

To bypass the menu that presents the selections in the Voice Portal, users can set up shortcutsto the following tasks:

● Leave a message

● Check next appointment, today’s appointments, or tomorrow’s appointments

● Check messages or check urgent messages

● Start a conference

● Retrieve documents

A default Phone Favorites is available and users can customize it to suit their preferences byrearranging or deleting options and changing the terms that are used, for example, “next meet-

ing” instead of “next appointment”.

If automatic speech recognition is available, the user can also say “Check appointments” (orother words of her choosing) to bypass other menu choices and go directly to that selection.

7.1.5 Review Contact Information

The user can review contact information from the Voice Portal. The user dials the contact byname and hears all the matches for that name. Once a selection is made, the user hears: “Con-tact: <first name> <last name> <home phone number> <business phone number> <fax num-ber> <e-mail address>”.






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Self-Service Portal for Guests

7.2 Self-Service Portal for Guests

The Self-Service Portal allows guests calling into the system to help themselves to informationthat the user has made available. Each user controls access to his or her own Self-Service Por-

tal.

A guest accesses the user’s Self-Service Portal by first dialing the user’s extension number andthen making the appropriate selection from the list of choices.

The guest can use:

● Voice mail functions—leave a message, transfer from voicemail

● Calendar functions—with a user-provided password, the guest can schedule, cancel, ormodify appointments with the user and receive email confirmation of an appointment.

● Document access functions—read, or retrieve by email or fax a document stored in Ex-change folders

This feature provides productivity improvement for the user because in

ion he has to share can easily be accessed by the appropriate party.

7.2.1 Guest Access to Self-Service PortalThere are two kinds of guest users for the Self-Service Portal:

● Anonymous guest— a person who is not listed in the user’s Contact folder in Outlook. Thistype of guest has limited access.

● Contacts—a person who is listed in the user’s Contact folder in Outlook. A contact guesthas full access to the Self-Service Portal.

The user must assign a numeric password for the contact guest. It is the responsibility of the

user to:

●

Create this new field via Outlook and communicate it to the contact.● Ensure that the combination of contact name and password is unique.

● Enter and manage this person in Contacts via Outlook or Outlook Web Access. Note thatthis person must be an Outlook contact; whether or not he or she is an OpenScape contactis irrelevant for this feature.

The numeric password is human-readable and not encrypted.

>

The OpenScape user specifies these choices in the web greeting that he sets up. Ifthe user has not set up his web greeting, the caller can only leave a message.Sec-tion 7.4.3.1 on page 7-13 has more information on the web greeting.



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7.2.2 How Contacts are Authenticated

Contact guests who call in to the Self-Service Portal are authenticated as follows:

a) The caller is asked to enter (via DTMF name dialing) their last name and first nameuntil there is a match and then the numeric password.

b) If there is a conflict on the name, the caller is asked for their business phone number.

If there is no unique match found for either case (a) or (b), the caller is directed to leave a mes-sage.

The caller is allowed three attempts to authenticate. If the authentication fails, the caller is di-rected to leave a voice message.

7.2.3 Leave Voice MessagesContacts and anonymous guests can leave voice messages for one or more OpenScape us-ers:

● By directly calling the Guest Access Number created by the system administrator.

When a guest calls this number, he can record a message. Before recording, the guest isasked to enter the destination of the message, via DTMF name dialing or by entering theextension number.

● If the caller reaches the user’s web greeting and chooses to leave a voice message or if

the user’s rules redirect the caller to his web greeting.There are two message delivery options: normal and urgent. The default delivery option is nor-mal. A caller must explicitly mark a message urgent.

The maximum recording length is five minutes. The message is recorded in 8kHz 16-bit monopulse code modulation (PCM) format.

The recording controls are Stop-Record, Replay, and Erase-And-Record Again.

The message is delivered when the caller explicitly chooses the option to deliver the messageor when the caller records a message and immediately hangs up.

The guest can also enter multiple destinations for the message to be delivered to. When theextension has been identified, the system plays the user’s name or repeats the extension num-ber entered and asks the guest for confirmation.

Once the caller has finished recording the message, contact guests who are logged on can useother guest features of the system like transferring to another extension.






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7.2.4 Schedule Appointments

A contact guest who is logged on can schedule an appointment with the user. The guest canrequest the following for a particular user:

● Tell me next available appointment today (one hour slot only). Once the system promptsthe availability, the guest has the option to accept the appointment or request the nextavailable appointment or exit the system.

● Tell me the first available appointment on a particular day. The guest enters the month anddate on the phone keypad. Once the system prompts the availability, the guest has the op-

tion to accept the appointment, request the next available appointment, or exit the system.

● The guest can enter a date and time and the system will respond with the availability.

When a guest accepts an appointment, an email notification is sent to the user and the calendarappointment appears as a tentative appointment on the user’s Outlook calendar. When theuser accepts or rejects the appointment, the guest will be sent an e-mail confirmation.

Once the guest accepts the appointment, he cannot modify it but can remove it from the calen-dar and start the request process again. A guest can only remove an appointment that he orshe made.

A guest can make one appointment per day (of one hour duration) per user but cannot makerecurring appointments.

The subject field of the appointment is pre-defined by the system. For example: “Appointmentwith <first name> <last name>”. The caller can also record a message up to three minutes inlength and attach this message to the appointment.

>

Note that this feature is available to contact guests, but not to anonymous guests.



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7.2.5 Access Documents

A user can store documents of any kind in predefined Exchange folders to make them available

to guests who access the Self-Service Portal.

The user can make a specific association between a resource and an authenticated contactguest by specifying the URL of the greeting set up for that contact guest in the “Web page ad-dress” field of the Contact properties for that guest.

The documents can be accessed as follows:

● A text document or wav file can be read to contacts or anonymous guests.

● A document can be emailed as attachment to a contact guest if the email address is avail-able.

● When applicable, a document can be faxed back to a contact guest.

– 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 mustenter one via the phone keypad.

Users can also make documents available to be faxed to anonymous guests but the guest must

enter the fax number.

>

The documents reside in folders for the user in the Exchange 2000 Server. The man-agement of these folders is the responsibility of the user.






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How OpenScape Works With the Media Server

7.3 How OpenScape Works With the Media Server

The Media Server provides telephony applications that are used in interactive dialogs, includ-ing the following:

● When a caller outside the system calls in to OpenScape

● When an OpenScape user accesses the Voice Portal

● When a contact guest uses the Self-Service Portal

For the situations listed above, the Media Server provides a set of generic greetings for all us-ers. These greetings are interactive dialogs such as Welcome to my personal web page. Press1 to leave a voice message .... The greetings are HTML pages created with the Word Web fea-ture (typed into Word and saved as HTML).

The Media Server provides the text-to-speech and routing capabilities that allow callers to hearand interact with the greetings.

7.3.1 ComResponse Administration Tool

The Media Server also provides the ComResponse administration tool that allows the systemadministrator to do the following:

● Create the interactive dialogs that provide appropriate greetings to callers.

Note that ComResponse comes with a default set of interactive dialogs. The system ad-ministrator can modify these and / or create new ones.

● Set up the routing table in ComResponse to route incoming calls to the appropriate greet-ings.

The default greetings (and any new greetings created by the user) are stored in predefinedOutlook folders belonging to each OpenScape user.

Each user can customize his or her own greetings using the Word Web feature.

7.3.2 Scenario 1—Media Server Provides Greetings

In this scenario (Figure 7-1 on page 7-9):1. An outside caller dials the number for OpenScape user Maria.

2. Incoming calls for OpenScape users that are not answered or routed elsewhere by theirRules are routed to their web greetings, stored in their Forward Access folders.

3. Maria is on vacation and the default rules route her incoming calls to her web greeting.

4. Maria’s greeting is rendered (text-to-speech) to the caller.



A 3 1 0 0 3 - S 5 0 1 0 -A 4




7 - 9

Figure 7-1 Media Server Provides Greetings to Outside Caller

(1)

(2)

....

.....

....Called party numberroutes to Forward Access

application

....

........

Forward Access Application points toWeb Greeting HTML page

Media Server running ComResponse

Caller hears “Wweb page...”

(3)

Outside caller






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7.3.3 Scenario 2—User Customizes Greeting

In this scenario (Figure 7-2 on page 7-10), Maria is going to be out of the office on vacation butwants to let callers know whom they can contact in her absence.

1. She uses Word Web to customize her personal greeting.

She does this by creating a Word document with some simple text that will be rendered toher callers: Welcome to my personal web page... Then she creates hyperlinks in the doc-ument that offer choices to her callers: Leave message for me, transfer to Mr. Schmidt, Login, Disconnect.

2. She saves the document as HTML and drags and drops it in the appropriate Outlook folder,making sure that it is correctly named.

3. When her web greeting is read to the callers, the Media Server inserts the instructions

“Press 1 for... Press 2 for...”

Figure 7-2 User Customizes Greeting

OpenScape & Exchange

(1)

(3) “Welcome to Maria’s web page.

(2)

Welcome toMaria’s web

page

Media ServerrunningComResponse



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7.3.4 Scenario 3—Contact Guest Accesses Self-Service Portal

Before she leaves for her ski vacation in Switzerland, Maria has been trying to reach Sandra,a special customer in Zurich. She would like to call on Sandra while she is Switzerland but is

having trouble setting up the meeting. So she gives Sandra access to the Self-Service Portal:

1. Maria creates a simple Word Web greeting that is customized for Sandra and she stores itin a dedicated folder.

Hello Sandra, I am looking forward to meeting with you between February 1 and February8. Please choose a time that is convenient for you.

Maria configures the Contact information in Outlook for Sandra with the location of the spe-cial greeting and a password. She sends Sandra an email communicating the passwordand the request to schedule a meeting.

2. Sandra calls and hears Maria’s greeting to all callers. She presses 3 to log in and hearsthe special greeting. Once she has accessed the Self-Service Portal, she follows the voiceprompts to schedule an appointment.

3. Maria (now on vacation in Switzerland), calls in to the Voice Portal and hears the details ofthe appointment that Sandra has scheduled.

Figure 7-3 Contact Guest Accesses Self-Service Portal

OpenScape & Exchange

(2)

(1)

Media ServerrunningComResponse






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OpenScape Interaction with Outlook and Exchange Server

7.4 OpenScape Interaction with Outlook and Exchange Server

Besides the functions of the Voice Portal that give OpenScape users access to messages re-ceived in their Inbox and Calendar appointments, there are other important functions provided

by Outlook and the Exchange Server.

7.4.1 Configuration of Outlook Contacts

For each Contact Guest who will be able to access the Self-Service Portal, the user must con-figure a password, a business phone number, and an email address. If the user wants to pro-vide custom content (such as a personalized greeting for that guest), he can configure the URLwhere the content is stored. A fax number can also be configured to use when faxing docu-ments to contacts.

7.4.2 Pre-defined Outlook Folders

Folders specifically for use with OpenScape are set up in each user’s Folder List:

Figure 7-4 Pre-defined Outlook Folders for OpenScape

7.4.3 Interaction Center Folder and Sub-folders

The Interaction Center folder contains the resources for OpenScape that are described in thissection.

>

The names of folders and default files are fixed and may not be changed.The user who wants to customize a default greeting can change the content but notthe name of the file.

>

The folders described in this section contain subfolders with English (en-US) andGerman (de-DE) files. Users should be sure to access the appropriate languagefiles.



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7.4.3.1 ForwardAccess Folder

Language-dependent subfolders under this folder contain the menu of selections that usersprovide to callers (“Press 1 to leave a message”, etc.). The source is an HTML document (cre-

ated with Word Web) called WebGreeting. The Word Web document to use must be located inthe ToUse sub-folder. Users can modify the content but should not change the name of thisgreeting.

7.4.3.2 PersonalizedGreetings Folder

This folder and its subfolders contains the initial wav file that will be played to all callers. A usercan change the greeting by recording a new wav file on a PC or recording a voice message forhimself via the phone and dropping the wav file into the Outlook folder. The greeting to be usedmust be in the ToUse folder.

7.4.3.3 SelfService Folder

The folder contains documents that the user wishes to make available to callers. Guests ac-cessing this folder may have text or voice documents read to them and may have any docu-ment emailed or faxed, depending on the Outlook Contact properties for that guest.

The user may configure subfolders in the SelfService folder. File and folder names are defined

by the user and must be compatible with URL conventions.

7.4.3.4 GuestContent Folder

This folder contains the HTML document for greeting a contact guest, along with any associat-ed wav files. The folder is accessed when a call from a contact, for example Bill Gates, is routed

to the SelfService Portal, and Bill Gates logs in with the password provided to him earlier.It is recommended that users manage their guest greetings by creating subfolders, for exam-ple, a folder called BillGates. When the user configures Bill Gates as a contact in Outlook, headds the location of his folder to the Contact Property sheet in Outlook.

>The wav greeting must be in 8Khz 16-bit mono PCM format. If this greeting isnot in the folder (or if more than one greeting is in the folder), nothing will beplayed.

>

Callers can browse subfolders. A user should keep this in mind when setting upthe structure for folders and not include restricted-access subfolders under afolder that everyone can access.

>

Note that the documents to be supplied to the guest should be in the SelfServicefolder.






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7.4.3.5 PhoneFavorites Folder

This folder contains the Word Web document called PhoneFavorites.html that users hear whenthey call in to the Voice Portal, log in, and dial *9. It contains shortcuts to their most commonly

used tasks.

7.4.4 Outlook Journal

Using the Rules Wizard, users can specify that certain activities should be logged in the Out-look Journal. Depending on how a user has set up his or her rules, OpenScape logs the follow-ing activities when “log in journal” is specified:

● For an incoming voice call:

– Subject: Call from <caller>

– Body: Call at <time and date>, connected to <device name and address>, elapsedtime <time>

● For an outgoing voice call:

– Subject: Call to <called>

– Body: Call at <time and date>, called from <device name and address>, elapsed time<time>

● For an incoming instant message

– Subject: instant message from <caller>

– Body: instant message at <time and date>, send to <device name and address>

● For an outgoing instant message

– Subject: instant message to <called>

– Body: instant message at <time/date>

● For an incoming email

– Subject: e-mail from <caller>

– Body: email received at <time/date>

When the user specifies “write text string to journal”, the text provided is appended to the ap-propriate Journal item.

Journal entries created by OpenScape can be viewed only in Outlook. The entry in the Journalappears as a push-pinned yellow post-it icon that contains the information described above.



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Siemens Internal Use Only Security

Password Access

8 Security

OpenScape fulfills stringent security requirements. It is the mission of Siemens to provide se-

curity that:

● Integrates Siemens products into customers’ solutions with outstanding security features

● Provides uniform and interoperable security solutions

● Provides scalable security features

● Implements user-friendly access to security features

● Implements security solutions based on standards.

8.1 Password AccessTo protect access to the OpenScape system, logon is restricted with user IDs and passwords.The following types of password access exist:

● The user’s Windows domain user-name and password are used for portals that support al-phanumeric input, such as the user’s Personal Portal. This is the same user-name / pass-word that is used to log on to the network domain in Windows.

● A fully numeric OpenScape user ID and password are supported for easy access from de-vices that do not easily support alphabetic input such as a telephone keypad. The Open-Scape user ID and password are used to access the user’s Voice Portal.

● The Siemens SIP Phone has the following three passwords configured on it:

a) Windows domain password to register with the SIP registrar

b) Administrator password to allow administrators to configure administrative data on thephone

c) User password to allow the phone’s user the following types of access to the phone:

– local configuration

– user Web pages

– CTI interface.



Security Siemens Internal Use Only



5350sec.fm

Authentication

8.2 Authentication

OpenScape uses the Kerberos Version 5 IETF standard protocol to provide a highly securemethod of user authentication. OpenScape components authenticate with, and get tickets from,

a Key Distribution Center (KDC). The KDC authenticates users via Microsoft Active Directoryand provides a Ticket Granting Ticket (TGT) if authentication is successful. OpenScape com-ponents get service tickets from the KDC that are subsequently used to securely access ser-vices in the system.

OpenScape uses the Transport Layer Security (TLS) Version 1.0 IETF standard protocol to per-form machine authentication using certificates and encryption. The OpenScape componentsrunning on the RTC Server may use the same certificate installed for the RTC Server itself. Thecertificate to be used for a particular server is configurable. The customer can configure it sothat OpenScape uses the same certificate as that used for the RTC Server.

8.3 Encryption

OpenScape uses two standard protocols to perform encryption of network signaling messages:

● Transport Layer Security (TLS) IETF standard protocol – Note again that TLS requires cer-tificates either purchased from a certificate authority vendor or created by the customer.TLS is used for the following interfaces:

– Between OpenScape components

– Management interface to the Siemens SIP Phone

– For Personal Portal access

● Internet Protocol Security (IPSec) IETF standard protocol. IPSec is used for the followinginterfaces:

– Between the Media Server and the RTC Server

– Between the Media Server and the License Server

– Between MCU and the RTC Server

– Between MCU and the License Server

– On the SIP interface between the OpenScape Server and the RTC Server

– Between the MC and MP of the MCU.

>

Note that the TLS option of Windows Messenger must be turned on.



5350sec.fm




Authorization

8.4 Authorization

After performing user authentication to prevent user impersonation, OpenScape determineswhether the user is authorized to access the system. The following three types of authorization

checks are performed:

● Administrator authorization to determine whether a user is an OpenScape administrator.Administrators can do configuration and use all OpenScape features.

● User authorization to determine whether the user is an OpenScape user. A user cannot doconfiguration.

● Service authorization to determine whether a service is authorized to communicate with anOpenScape service.

Authorization is implemented using Windows user groups.

8.5 Siemens SIP Phone Security

The Siemens optiPoint 400 SIP phone supports outstanding security features that use Ker-beros for user authentication and TLS for encryption. The user’s Windows domain user-nameand password are stored on the phone to provide secure access to the RTC Server using Ker-beros tickets. TLS requires a certificate purchased from a certificate authority vendor or createdby the customer. A wildcard certificate from a certificate authority vendor is supported to reducethe certificate cost per phone.

8.6 Certificate Strategy

OpenScape V.1 certificate strategy is based on either third-party certificates issued by a glo-bally known trusted certificate authority (such as Verisign) of the customer’s choice, or the cus-tomer’s own PKI using customer-specific certificates. The RTC Server platform also requiresthe installation of a certificate of the customer’s choice as a prerequisite for TLS. The certificateinstalled as a prerequisite for the RTC Server and TLS may be used by OpenScape on thatmachine.

It is the customer’s responsibility to choose a certificate with a high degree of security. For ex-ample, test certificates, expired certificates, and class-0 (email/demo) certificates should not be

chosen.Microsoft Internet Explorer 6 comes with approximately 60 root certificate authorities (CAs).The certificate chosen by the customer should either be one issued by one of those 60 CAs, ora customer-specific certificate that has an associated root CA stored on the machines with Win-dows Messenger.






5350sec.fm

Certificate Strategy

8.6.1 Server Certificates and Root CAs

The RTC Server and the Media Server should have either a third-party server certificate of thecustomer’s choice installed and configured by the customer, or a customer-specific certificate

installed and configured by the customer. The MCU does not require a certificate because it isnot the server in any TLS interface.

Each of the OpenScape servers will have the common 60 root CAs as part of Internet Explorerthat comes with Windows. If customer-specific certificates are used, customer-specific rootCAs should be installed on the servers.

OpenScape Management Console can run on multiple servers in the system to perform remotemanagement. However a certificate is not necessary for the servers from which remote man-agement is performed.

Mutual TLS (MTLS) is used to communicate from one RTC Server to another RTC Server. If

this configuration is deployed, Microsoft documentation should be consulted for instructions oncertificate installation and configuration.

8.6.2 Workstation Certificates and Root CAs

OpenScape users’ PCs do not require the installation of a certificate because they have thecommon 60 root CAs as part of Internet Explorer. If the customer is using customer-specificcertificates on the servers, the workstation machines should be installed and configured withcustomer-specific root CA’s by the customer.

If the customer deploys a workstation that is not running a Windows operating system, it is theresponsibility of the customer to install a root CA that matches the certificates that were chosenfor the servers and the phones.

8.6.3 SIP Phone Certificates and Root CAs

The SIP Phones require the installation of either a server certificate (and key) issued by one ofthe common 60 CAs, or a customer-specific certificate (and key).

8.6.4 Non-Siemens Gateway Certificates and Root CAs

Non-Siemens gateway may or may not require the installation of a certificate. This depends onthe following factors:

● The third-party gateways supported by OpenScape

● The interfaces that are supported on those gateways

Customers should follow the instructions in the gateway’s documentation for certificate support(if existing).



5350sec.fm




Remote Access to Portals via the Internet

8.7 Remote Access to Portals via the Internet

Users can remotely access OpenScape Personal Portals and Workgroup Portals via the inter-net using Internet Explorer (IE). Users cannot remotely access those portals from Outlook or

Windows Messenger.

8.7.1 Scenarios for Remote Access

The following scenarios are examples of remote features that are supported:

An OpenScape user is sitting in an Internet café or is visiting another company. The user wantsto change her preferred device to her cell phone number and to perform other preference se-lections via her OpenScape portal. She opens an IE browser and inputs the URL to obtain ac-cess to her company. After authenticating with RSA and then with the portal (and optionallyOutlook Web Access —OWA), she gains access and makes the desired changes.

For example:

● She can select any callable device as a preferred device

● She can send email from the Contact list in the Personal Portal using the email client (Out-look or Outlook Express) configured in the local IE browser. Note that the sender ID of theemail (the “from” field) may or may not identify the user, depending on IE configuration.

● She can view and manage her Inbox and Calendar (obtained via OWA)

● She can retrieve a document from Exchange via the Workgroup Portal (HTTPS should be

used for this)● She can initiate a WebEx collaboration session from the Workgroup Portal

The user logged on remotely cannot:

● Send an instant message

● Initiate a call from the local Windows Messenger via the portal

● Use the Windows Messenger portal

● Use the Outlook Client portal

8.7.2 How Access to Personal Portal May Be Provided from theInternet

RSA SecurID and Microsoft Internet Security and Acceleration (ISA) firewall and Web proxyservices may be used to provide secure access. Some companies may choose to use a cor-porate firewall or multiple firewalls in addition to ISA. Figure 8-1 shows one possible deploy-ment. (DMZ is where ISA is located.)






5350sec.fm


Figure 8-1 Possible Internet Access Deployment

The user types in an HTTP URL. That redirects to an HTTPS URL as the portal presents thefirst Web page to the user. (TO BE CONFIRMED) Because the portals support both HTTP and

HTTPS, both ports 80 and 443 must be open in the corporate firewalls to support access. Notealso that port 1270 should be open and not redirected for WebEx.

Internet Security and Acceleration (ISA) supports a standard agent interface to Microsoft Inter-net Information Server (IIS). ISA is used to proxy the following items:

● URL—The ISA server can be configured to provide an external URL and hide the internetURL.

● HTTPS – the ISA server takes HTTPS from the internet and relays it to HTTPS in the in-tranet. HTTPS is used for all communication between the browser in the Internet and theserver applications.

OWA runs on IIS. The IIS application used by OWA may be the same IIS used by the portalsWeb application, or the IIS application used by OWA may be on a separate machine.

Five levels of security are supported:

● IIS lockdown as recommended by Microsoft

● URL translation and HTTPS bridging by ISA (as described above)

● Authentication with a changing token via RSA SecurID

Internal Firewall 1

OWAExchangeServer

OpenScapeServer

Internet

DMZ

External Firewall 1

ISA



5350sec.fm





Here the user enters the first authentication: RSA user name and passcode. The passcodeconsists of a keyword and a numeric authenticator which changes on a continuing basis.The numeric authenticator is obtained from a fob that the user carries and that has beensynchronized with the RSA SecurID server.

● Authentication by the OpenScape portal

Here the user enters the second authentication in a Windows Authentication pop-up dia-log: Windows domain, username, and password. Note that the portals perform an authori-zation check to insure that the authenticated user is an OpenScape user.

● Authentication for OWA (optional)

Here the user enters the third authentication in a Windows Authentication pop-up dialog:Windows domain, user name, and password.

The customer must install a certificate for the Microsoft Internet Security and Acceleration (ISA)Server (firewall) for OpenScape access from the Internet (if a proper certificate is not alreadyinstalled) and configure it (if necessary) according to ISA Server documentation.






5350sec.fm




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Siemens Internal Use Only Connectivity

Basic Definitions

9 Connectivity

This chapter provides information on OpenScape connectivity.

9.1 Basic Definitions

Active Directory provides authentication and routing information for the RTC Server. AD is typ-ically viewed from a logical perspective without regard for the physical location of a company’soffices, server or people. The primary logical objects related to AD are: Forests, Trees, and Do-mains.

9.1.1 Forests

A forest is a collection of trees and is the highest level in Active Directory. There can be multipleforests in your Active Directory (for example, to accommodate subsidiaries, outside businessentities or merger partners).

Graphically, a forest is sometimes represented by a large box that contains everything else.Forests are most common in large enterprises.

9.1.2 Trees

Trees are a collection of domains, typically arranged in a hierarchical view. One defining char-acteristic is that trees share a common root domain name, such as siemens.com.

A Windows 2003 Active Directory domain tree is a set of Windows 2003 domains connectedvia a two-way transitive trust, sharing a common schema (database), configuration (topology)and Global Catalog (quick search engine).

Larger organizations such as enterprises would actually speak of trees.

A tree appears as lines connecting multiple domains but does not implicitly have a shape itself.

9.1.3 Domains

Microsoft defines domains that contain:● Security requirements

● Replication processes

● Administration

Domains are the core of Active Directory and take on the name of the registered Internet do-main name.The top-level domain is called the parent domain and the lower-level domains (typ-ically placed beneath parent domain in a figure) are considered a child domain.



Connectivity Siemens Internal Use Only



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Network Infrastructure Requirements

A domain is an administrator-defined logical grouping of computer systems, servers and otherhardware which share a common directory database. The first domain installed in a tree is con-sidered the root domain of that tree.

9.2 Network Infrastructure Requirements

9.2.1 OpenScape Application Server

9.2.2 OpenScape Application Clients

The English and German versions are supported.

>

Please verify the latest versions, service packs and hotfixes at http://kmoss.icn.sie-mens.com.

Component Type/Edition/Company Version

Base Server V1.0

OpenScape Base Server Siemens V1.0

OpenScape Management Console Siemens V1.0

Microsoft Windows Office Server 2003 Standard or Enterprise Edi-tion

V1.0

.Net Framework Microsoft 1.1

Java 2 Runtime Environment Sun v1.4.1

MS SQL Server 2000* Standard Edition orEnterprise Edition

MSMQ – MS Message Queue Service Microsoft

Table 9-1 Requirements for OpenScape Application Server

>

*Please note that the MS SQL Server 2000 can be located anywhere within the do-main where OpenScape resides.

Component Tested Edition Version

Windows XP or Windows XP SP1 Professional edition

Windows 2000 and latest service pack Professional edition

Table 9-2 Requirements for OpenScape Client Application



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9.2.3 OpenScape Administration Clients

* - The OMC client is supported on Windows 2000 and XP clients.

9.2.4 MCU

9.2.5 Media Server

Refer to the ComResponse for OpenScape V1.0 Installation Guide for the correct versions.


OpenScape Management Console (OMC)* Siemens V1.0

.Net Framework Microsoft 1

MS Windows 2000 or MS XP Professional Microsoft


Table 9-3 Requirements for OpenScape Administration Clients


OpenScape MCU V1.0

Microsoft Windows Server 2003 Standard Edition orEnterprise Edition

RTM

MS .Net Framework Microsoft 1.1


Table 9-4 Requirements for MCU


OpenScape ComResponse 2.03.02.00

Windows 2000 Server + SP3 Standard Edition Win2K Server SP3

Internet Explorer Microsoft IE 6.0+SP1

HiPath CAP Fault Management Siemens V1.0

MS .Net Framework Microsoft V1.0 + SP2

Java 2 Runtime Environment Sun V1.4.1

Realspeak (TTS engine) ScanSoft V2.0

SAPI 4.0a Microsoft V4.0a

Table 9-5 Requirements for Media Server (Sheet 1 of 2)






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9.2.6 End Points

SpeaKING (engine for automaticspeech recognition)

MediaInterfaceDresden GmbH

v1.01

IE Web Controls Microsoft v1.0.3705.0

MDAC Microsoft 2.70.9001.0

MSDE 2000 + SP2 Microsoft 2000 + SP2

Web Telephony Engine (WTE) Microsoft 1.1.965.0

.Net Framework Hotfix 7 Microsoft Hotfix 7

Mobile Toolkit Microsoft 1.0.2506


optiPoint 400 SIP phone V3.0

Windows Messenger Microsoft V5.0

Windows 2000 or Windows XP Profes-sional

Table 9-6 Requirements for End Points

Table 9-5 Requirements for Media Server (Sheet 2 of 2)



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Deployment Scenarios

9.3 Deployment Scenarios

The network topology at a customer site is the responsibility of the customer’s IT organization.This section outlines the supported scenarios for the system and identifies some key factors

for the main components.

This section describes four scenarios supported by OpenScape V1.0:

● Single domain - all components and users are in a single child domain

● Multiple domains - components and users are distributed across multiple domains

● Multiple OpenScape Systems - separate domains

● Multiple OpenScape Systems - same domain

● Multiple RTC servers behind front end server

There are two key principles that need to be satisfied by any topology for OpenScape to befunctional. These are:

● Access to contact information of system users

● Registration of users with an appropriate RTC Server.

The root domain contains a master Active Directory. A domain controller of each domain in thedomain hierarchy contains a partial copy of Active Directory. This copy contains the configura-tion and schema partitions containing information about the entire forest. The copy also con-tains a domain partition with information on all objects and attributes within that domain. A do-

main controller in each domain must also contain the Global Catalog which contains a fullreplica of its own domain objects as well as a partial replica of all other domain objects in theforest. Thus, some contact information (i.e. username and address) about all users in the forestis available to the system.

Microsoft allows for multiple RTC Servers to be installed in multiple domains in the forest; how-ever, OpenScape restricts this topology by requiring a single RTC Server per OpenScape sys-tem. So for users to be considered as members of a particular OpenScape system, they needto be registered with an appropriate RTC Server.

In the sections that follow, the four scenarios (topologies) are discussed. For all these, the Ex-change Server is denoted as being in its own separate domain because its actual physical lo-

cation need not be co-located with the OpenScape system.

All the figures show an organization siteA.com and its forest forest1.siteA.com . The root do-main of the forest root.forest1.siteA.com contains the master Active Directory, domain con-trollers and a Global Catalog.

The figures show the locations of the OpenScape Systems (OS1, OS2 ) and the RTC HomeServers (RTC HS1, RTC HS2 ). Other RTC Servers may exist in the same domain whose usersare not OpenScape (OS) users.






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Here are two possible configurations of an OpenScape System.

The minimum configuration has three servers: the OpenScape Server, MCU Server and MediaServer.

The MCU Server contains the MC and up to four MPs. The minimum configuration is one servercontaining one MC and one MP. An additional 3 servers each containing one MP is possible.

The 3rd Party SIP Gateway is connected to the OpenScape System.

>

Exchange 2000 can be anywhere in the domain where OpenScape resides.

Windows Messenger 5.0/ IE 5.1 / Outlook 2000

OS

O

pe

nSc

a

pe

OpenScape System

Windows 2000or XP Pro

OMC Admini st ration

Client

OpenScape ManagementConsole

OpenScape BaseSIP Gateway

Required Infrastructure

OpenScape Appl ication

3rd Party SoftwareTTS,ASR,Dialogic

JAVA Runtime

Windows Server2003

RTC

MS-SQL Server 2000

Windows 2000Server + SP3

MSDE, MDAC

Windows Server2003 or Windows

2000 Server

Act iveDirectory

Windows 2000Server

Exchange2000

Main Server

Media Server

(ComResponse)

Domain

Controller

Exchange

Server

OpenScape Base

Windows Server2003

MCU Server

MCU MP App lic ation

MCU MC App licatio n

OpenScape Base

OpenScapeManagement Console

MS IIS

MS IIS

OpenScape Base

ComResponse App licatio n

OpenScape ClientPlugin

JAVA Runtime



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9.3.1 Deployment Scenario Prerequisites

All deployment scenarios must be configured with the following prerequisites:

● RTC/OpenScape may only be installed in child domains, Microsoft specifically recom-mends against installing RTC Server in a root or grandchild domain.

● All OpenScape systems/users must reside in one forest.

OpenScape Appl ication

3rd Party SoftwareTTS,ASR,Dialogic

JAVA Runtime

Required Infrastructure

Windows Server2003

Windows 2000Server + SP3

MSDE, MDAC

ActiveDirectory

Windows 2000Server

Exchange2000

OS

O

penSc

ape

Main ServerMedia Server

(ComResponse)

OpenScape System

Domain

Controller

Exchange

Server

OpenScape Base

Windows Server2003

MCU Server

MCU MP App lic atio n

MCU MC App lic atio n

OpenScape Base

OpenScapeManagement Console

OMC Admini st ration

Client

SIP Gateway

MS IISMS IIS

Windows Server

2003

RTC MS-SQL Server2000

RTC Server

OpenScape Base

MS SQLServer

OpenScape Base

Infra-structure

OS

O

pe

nSca

pe

OpenScape Base

ComResponse App lication


OpenScape ManagementConsole

OpenScape Base

OpenScape UsersOpenScapeUser Clients


Windows Messenger 5.0/ IE 5.1 / Outlook 2000

OpenScape ClientPlugin SIP Phones

JAVA Runtime

Windows Server2003 or Windows

2000 Server

Windows Server

2003 or Windows2000 Server






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● OpenScape requires association with a a single RTC Server (1 to 1 relationship). Thismeans that all users that are a part of a single OpenScape system must be registered toonly one RTC Server regardless of how many RTC Servers are available. An RTC servercan only support the registration of OpenScape users from a single OpenScape system. If

a user has 2 OpenScape systems in their network, they will need at least 2 RTC Servers.

● All users registered to a single OpenScape system must be members of domains within asingle forest.

● The OpenScape components can be located across several servers.

● Users registered to a single OpenScape may be in multiple domains as long as they on areon the same Active Directory and share the same Exchange and can register with the RTCserver.

● RTC has to be deployed in the same domain where OpenScape is installed.

● Firewall Support—Connectivity with firewalls between network components is not support-ed. However, the remote access feature RSA-SecureID is supported. Refer to Chapter 8,“Security” for more details.

● Active Directory—All users must be members of a Microsoft Windows 2000 or WindowsServer 2003 Active Directory forest (Windows NT4 domain configurations are not support-ed).

● Exchange 2000 – All users must use Microsoft Exchange 2000 as their primary mail andcalendaring server.

●

Client Operating System – All users must have Microsoft Windows XP or Windows 2000installed as their client operating system.

However, there are limitations with Windows 2000. Windows Messenger has reduced fea-tures: no echo cancellation, no white boarding, application sharing, or video. In addition,versions of Windows earlier than Windows XP do not support Universal Plug and Play (UP-nP)-aware Network Address Translation (NAT) or firewall transversal.

● Outlook 2000 – All users must use Microsoft Outlook 2000 as their primary mail client.

● IE 5.0 or later – All users must have Microsoft Internet Explorer 5.0 or later installed.

● Windows Messenger 5.5 – All users must have Microsoft Windows Messenger 5.5 or later

installed.



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● Separate SQL Server 2000 instance - OpenScape will use the customer’s existing MS SQLServer if the prerequisites for version and storage space are met. OpenScape requires onededicated instance of SQL running on the MS SQL Server.

>This instance cannot be shared with other applications. OpenScape installation willprompt the user for this named instance of SQL. If it does not exist, then create adedicated instance before continuing the OpenScape installation. The installation ofMS SQL Server remains the responsibility of the customer.






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9.3.2 Single Domain

The simplest scenario has the entire OpenScape System and associated users in one domain.

Figure 9-1 Single Domain

Here four users are shown belonging to the child domain domain1. There is one OpenScape

system (OS1) with one RTC Server (RTC HS1) installed on the OpenScape Home Server. In-side OS1 is the OS Home Server (which contains MS SQL and RTC HS1), MCU Server andMedia Server.

● Users user1, user2, user3 and user4 are:

● configured in Active Directory as belonging to domain1.root.forest1.siteA.com viadomain administration.

● configured with RTC HS1 as their home server by RTC administration.

siteA.com

root.forest1.siteA.com

DC GC

domain1.root.forest1.siteA.com

DC GC

OpenScape System OS1

user1, user2, user3, user4w/SIP phone

DC - Domain Controller

GC - Global Catalog


DC GC Exchange2000

forest1.siteA.com



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● configured as OS1 users by OpenScape administration.

9.3.3 Multiple Domain

Here users exist across domains though associated with a particular OpenScape system.

Figure 9-2 Multiple Domain

>

It is also possible in this scenario to have several parallel and independent Open-Scape installations each with one RTC server.


DC GC





GC - Global Catalog


DC GC Exchange2000

forest1.siteA.com

DC



DC GC

siteA.com

user5, user6, user7

2-way trust

VPNRemote accessfor user5






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Here four users are shown belonging to the child domain domain1, with an additional three us-ers belonging to domain3 . There is one OpenScape system (OS1) with one RTC Server (RTC

HS1) installed on the OpenScape Home Server in domain1.

For each OpenScape system, the contact list can only contain buddies within same OSsystem.

There is an implicit trust between the peer domains domain1 and domain3. Microsoft recom-mends the explicit creation of a 2-way trust between the peer domains for performance rea-sons. This may be done via domain administration.

● Users user1 through user4 are configured in Active Directory as belonging todomain1.root.forest1.siteA.com via domain administration.

● Users user5, user6 and user7 are configured in Active Directory as belonging todomain3.root.forest1.siteA.com via domain administration.

● Users user1 through user7 are:

● configured with RTC HS1 as their home server by RTC administration.

● configured as OS1 users by OpenScape administration.

NOTE: Users may access the system from a remote location via VPN. In this situation, the useris effectively logging into the local domain. This type of access is possible in any of the support-ed scenarios.

9.3.4 Multiple OpenScape Systems - Separate Domains

Here multiple OpenScape systems co-exist in one site. In this scenario, as long as the Open-Scape and RTC requirements are met, many OpenScape systems may exist within one forest.OpenScape systems in separate forests would follow the Single or Multiple Domain scenarios.



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Figure 9-3 Multiple OpenScape Systems in Separate Domains


DC GC

siteA.com


DC GC


GC - Global Catalogforest1.siteA.com




DC GC


Exchange2000

DC


user5, user6, user7



DC GC



user8, user9, user10, user11

DC GC

2-way trust

2-way trust






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Here four users are shown belonging to child domain domain1, three users to domain3 andan additional four users to domain4 . There are two OpenScape systems (OS1 and OS2 ) eachwith one RTC Server (RTC HS1, RTC HS2 ) installed on their OpenScape Home Server. Thetwo OpenScape systems are in two separate domains.

If the OpenScape systems are installed in a multiple server configuration, it is possible to locatethe MS SQL Server on a separate machine. However, each OpenScape system must refer toone and only one instance of the database server. There may be multiple instances of SQLServer on the same machine.

There is an implicit trust between the peer domains domain1 and domain3 and between peerdomains domain3 and domain4. Microsoft recommends the explicit creation of a 2-way trustbetween the peer domains for performance reasons. This may be done via domain administra-tion.

● Users user1 through user4 are configured in Active Directory as belonging todomain1.root.forest1.siteA.com via domain administration.

● Users user5, user6 and user7 are configured in AD as belonging todomain3.root.forest1.siteA.com via domain administration.

● Users user8 through user11 are configured in AD as belonging todomain4.root.forest1.siteA.com via domain administration.

● Users user1 through user4 are configured with RTC HS1 as their home server by RTCadministration.

● Users user8 through user11 are configured with RTC HS2 as their home server by RTC

administration.

● Users user5, user 6 and user7 can be assigned to either RTC HS1 or RTC HS2 as theirhome server by RTC administration but not to both. For example, user5 to RTC HS1 anduser6 and user7 to RTC HS2 .

● Users user1 through user5 are configured as OS1 users and users user6 through user11 are configured as OS2 users by OpenScape administration.

9.3.5 Multiple OpenScape Systems - Same Domain

Here multiple OpenScape systems co-exist in one site and in one domain. Similarly, in this sce-nario, as long as the OpenScape and RTC requirements are met, there may be multiple Open-Scape systems within one domain.



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Figure 9-4 Multiple OpenScape Systems - One Domain


DC GC



user1, user2, user3,user4


GC - Global Catalog


DC GC Exchange2000

forest1.siteA.com

DC

domain3.root.forest1.siteA.com domain2.root.forest1.siteA.com

DC GC

siteA.com

user5, user6, user7w/SIP phone

user8, user9, user10,user11


2-way trust






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Here eight users are shown belonging to child domain domain1 and three users to domain3 .There are two OpenScape systems (OS1 and OS2 ) each with one RTC Server (RTC HS1, RTC

HS2 ) installed on their OpenScape Home Server. The two OpenScape systems are in thesame domain.

If the OpenScape systems are installed in a multiple server configuration, it is possible to locatethe MS SQL Server on a separate machine. However, each OpenScape system must refer toone and only one instance of the database server. There may be multiple instances of SQLServer on the same machine.

There is an implicit trust between the peer domains domain1 and domain3. Microsoft recom-mends the explicit creation of a 2-way trust between the peer domains for performance rea-sons. This may be done via domain administration.

● Users user1 through user4 and user8 through user11 are configured in Active Directoryas belonging to domain1.root.forest1.siteA.com via domain administration.

● Users user5, user6 and user7 are configured in AD as belonging todomain3.root.forest1.siteA.com via domain administration.



● Users user5, user 6 and user7 can be assigned to either RTC HS1 or RTC HS2 as theirhome server by RTC administration but not to both. For example, user5 to RTC HS1 and

user6 and user7 to RTC HS2 .

● Users user1 through user5 are configured as OS1 users and users user6 through user11 are configured as OS2 users by OpenScape administration.



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9.3.6 Multiple RTC Servers behind Front-End RTC Server

In this scenario, OpenScape V1.0 supports a “redirecting” front-end RTC server. Microsoft doesnot support a “proxying” front-end RTC server.

This front-end RTC server is located in the same domain where OpenScape resides. Essen-tially, this server overlays onto any of the 4 supported scenarios.This server acts as a load bal-ancer to redirect traffic. Also, this server does not home anyone.

The home servers only service the users that are homed to it. These servers do not provideany redirect services, as the front-end server does that. Once a user discovers the address oftheir home server from the front-end server, it no longer needs to communicate with the front-end server until the user’s DNS cache expires.

Figure 9-5 Front-End Server with Single Domain

siteA.com


DC GC


DC GC


user1, user2, user3, user4

w/SIP phone


GC - Global Catalog


DC GC Exchange2000

forest1.siteA.com

Front-End

Server






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Mix of OpenScape and non-OpenScape RTC Users

9.4 Mix of OpenScape and non-OpenScape RTC Users

PUT INTO SEPARATE CHAPTER - GREG KAISER ACTION ITEM TO DEFINE VARIOUSENDPOINTS, FEATURES, CAPABILITIES, CONSTRAINTS, ETC.

notes after meeting w/Randy Wuerfel:

RTC recognizes EITHER numbers or name to route calls to users (i.e. RTC users have onlyone address). OS recognizes numbers AND names to route calls to users.

SIP gateways should be connected to RTC server w/OS thus incoming calls to OS users withnumbers can be mapped to OS user names in this server; if number does not reside here, thenit must be defined in AD to route call to an RTC user that has only number configured for thatuser. If SIP gateway is connected to an RTC server w/o OS, then incoming calls can only beconnected to users defined with a number that match.

Randy’s feeling is that people have mis-interpreted this section.

Two viewpoints on what features are supported between a call with OS user and non-OS user:

A) Invoking features from a SIP device:

Windows Messenger - whatever features supported from either OS user or non-OS user (i.e.add video, drop call)

SIP phones - any feature supported on that SIP Phone from either OS user or non-OS user

B) Portals - obviously not supported by non-OS user; from OS user, all 4 buttons available (i.e.hold, add, transfer and drop)

WebEx - Ask Padma G.

Document sharing - Ask Padma.

The key to remember is all users are under one forest (unless making simple offnet calls or con-ferencing offnet users) regardless of the number of RTC users deployed throughout the forest/ trees.

--------------------------------------------------------------------------------------------------------

comment from Dave: KEY ISSUES ARE DOCUMENT THE CAPABILITIES/LIMITATIONS OFWHAT OS USERS CAN DO WITH NON-OS USERS (AND VICE-VERSA); MORE IMPOR-

TANTLY NEED TO GET DEVELOPMENT TPL APPROVAL AS TO WHAT HAS BEEN VERI-FIED TO WORK BEYOND THE EXPECTED - VOICE, VIDEO AND IM. I have left the com-ments in from previous review below; however, I have changed the section on deploymentscenarios to match those that are in Bianka’s installation document.

The mixed OpenScape scenarios are typical of the environment seen when the RTC server isused for Presence and Instant Messaging (IM) and possibly voice communications and Open-Scape is added for individual groups within the enterprise.



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In this environment:

● OpenScape users—can put other OpenScape users on their OpenScape contact list andhave full access to all OpenScape features for all communications they receive or initiate.

They can place OpenScape and non-OpenScape users on the contact list of WindowsMessenger or an IP phone and can communicate with them using voice, video and IM.

● Non-OpenScape RTC users—can have OpenScape users on their contact lists and com-municate with them using voice, video, and IM.

9.4.1 Separate Server for OpenScape Users

In a mixed OpenScape user environment it is possible to set up a separate RTC server to hostthe OpenScape users. This is shown in Figure 9-6. This is the preferred deployment option forOpenScape in a mixed environment. This configuration ensures that the processing required

to support the non-OpenScape users does not impact the processing needed to ensure goodresponse for the OpenScape users.

In this configuration, the non-OpenScape users are not able to contact the OpenScape usersusing an alternate address such as a phone number. They are required to use a SIP URI in-stead. When installing the new RTC server for the OpenScape users it is necessary to set upthe routing information that the RTC server needs to identify the server that is hosting a partic-ular RTC user.

Figure 9-6 Mixed OpenScape Users with Dedicated OpenScape Server

RTC Server A

Mixed OpenScape and non-OpenScape Users

RTC Server +OpenScape






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9.4.2 Single Server for OpenScape and non-OpenScape Users

In a mixed OpenScape user environment it is possible to add the OpenScape applications andOpenScape users to an existing RTC server that is hosting non-OpenScape RTC users. This

is shown in Figure 9-7. This configuration simplifies the RTC routing requirements. It may alsoreduce the hardware cost if the existing RTC server has enough excess capacity.

In this configuration the non-OpenScape users are able to contact the OpenScape users usingan alternate address such as a phone number.

Figure 9-7 Mix OpenScape and non-OpenScape Users on a Single RTC Server

9.4.3 OpenScape in a Network of RTC Servers

Large enterprises may have a network of RTC servers used to provide communications servic-es to a large set of SIP users. It is possible to install one or more OpenScape applications insuch a network. Each OpenScape application serves a separate set of OpenScape users. Italso has a separate management/fault reporting interface. This is shown in Figure 9-8.

In this environment:

● OpenScape users—can put other OpenScape users on their OpenScape contact list and

have full access to all OpenScape features for all communications they receive or initiate.They can place OpenScape and non-OpenScape users on the contact list of WindowsMessenger or an IP phone and can communicate with them using voice, video and IM

● Non-OpenScape RTC users—can have OpenScape users on their contact lists and com-municate with them using voice, video and IM.

RTC Server +OpenScape

Mixed OpenScape and non-OpenScape Users

OpenScape UsersRTC Us-



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In this configuration the non-OpenScape users be able to contact OpenScape users using analternate address such as a phone number only if they are hosted on the same RTC server asthe OpenScape user. OpenScape users are not able to contact OpenScape users on otherservers using an alternate address such as a phone number.

Figure 9-8 Mixed OpenScape Users with Dedicated OpenScape Server

RTC Server A +OpenScape

Network of OpenScape and non-OpenScape Users

RTC Server B RTC Server C +OpenScape

OpenScape AUsers

RTC B Users

OpenScape C Users

RTC C Us-RTC A Users






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Siemens Internal Use Only SIP Phones and Gateways

optiPoint 400 standard SIP V3.0

10 SIP Phones and Gateways

This chapter describes the SIP phones and gateways that work with OpenScape.

10.1 optiPoint 400 standard SIP V3.0

This Siemens IP telephone uses SIP for connections to Voice-over-IP communications sys-tems.

The hardware dependent features include:

● Full-duplex hands free

● Integrated mini-switch

● Power over LAN

Interoperability with SIP and RTC provides the following features:

● Access to contact lists and associated presence information)

● Sending, receiving IMs

● Web-based management interface

● Device configuration through OpenScape management interface

● Authentication with RTC server

The only limitation is that there is no automatic or preconfigured association of a telephone witha specific PC or office location. Therefore in the hot-desking scenario, the user will have to logonto both devices. The user will not be able to logon to his SIP device.

For more information on the optiPoint 400 standard V3.0, refer to:

http://www.siemensenterprise.com/prod_sol_serv/products/workpoint_clients/optipoint/ service_user_guide.shtml

10.2 Third-party SIP Phones

OpenScape v1.0 is based on the SIP protocol standard and the Microsoft RTC platform. Assuch, any SIP phone that is interoperable with Microsoft RTC should also interoperate withOpenScape v1.0. Specifically, Cisco 7960 and Pingtel Xpressa phones will be tested for in-teroperability with OpenScape v1.0 as soon as RTC-compliant versions of these phones areavailable.



SIP Phones and Gateways Siemens Internal Use Only



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Third-party SIP Phones

10.2.1 Third-party Gateways

OpenScape V1 requires a SIP media gateway in order to connect to the time-division-multiplex-ing (TDM) world such as the PSTN and PBX systems. Such gateways must meet the following

criteria:

● Be able to operate with Microsoft RTC

● Be able to operate in standalone mode, that is, not require the gateway vendor’s soft-switch, proxy server, etc.

● Meet the minimal feature requirements of OpenScape V1.

The third party SIP gateways listed in Table 10-1 have been tested and recommended to bedeployed with OpenScape V1:

Vendor Product Name Analog/Digital NumPorts

Region

VegaStream*

* * IPSec not supported. External IPSec solutions are being investigated.

Vega50 Analog 8 U.S.

VegaStream* Vega50 BRI 4 spans IM

VegaStream* Vega100 T1/E1 1-60spans

U.S./IM

Cisco 2620 T1/E1 1-4 spans U.S./IM

Table 10-1 Third Party SIP Gateways



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OpenScape, System Description X-1

Siemens Internal Use Only Glossary

Glossary X

A

Active DirectorySee Microsoft Active Directory.

American Standard Code for Information Interchange (ASCII)The most common format for text files in computers and on the Internet. In an ASCII file,each alphabetic, numeric, or special character is represented with a 7-bit binary number (astring of seven 0s or 1s). 128 possible characters are defined.

API

See Application Programming Interface

Application Programming Interface (API)The specific method prescribed by a computer operating system or by an application pro-gram by which a programmer writing an application program can make requests of the op-erating system or another application.

ASCIISee American Standard Code for Information Interchange.

B

B2BUASee Back-to-Back User Agent

Back-to-Back User Agent (B2BUA)A SIP-based logical entity that can receive and process INVITE messages as a SIP UserAgent Server (UAS). It also acts as a SIP User Agent Client (UAC) that determines howthe request should be answered and how to initiate outbound calls. Unlike a SIP proxyserver, the B2BUA maintains complete call state and participates in all call requests.

C

Collaboration GroupThe people who belong to or have access to the collaboration session and its data form acollaboration group.

Communications BrokerCollection of interfaces and adapting layers enabling communications in an open environ-ment.



Glossary Siemens Internal Use Only


X-2 OpenScape, System Description

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Computer Supported Telephony Applications (CSTA)A protocol standard for advanced call control, used by a wide range of applications.

Context Manager

The OpenScape service that provides information about the presence and availability ofusers, the state of users (e.g. in a voice call), each user’s collaboration session associa-tions, etc. The result is a detailed view of what the user and their devices are doing at anypoint in time, which is used by other system components to make decisions about the bestmeans to contact the user.

CRMSee Customer Relationship Management.

CSTASee Computer Supported Telephony Applications.

Customer Relationship ManagementAn information industry term for methodologies, software, and usually Internet capabilitiesthat help an enterprise manage customer relationships in an organized way.

D

DHCPSee Dynamic Host Configuration Protocol.

DNSSee Domain Name System.

Domain Name System (DNS)The way that Internet domain names are located and translated into Internet Protocol ad-dresses. A domain name is a meaningful and easy-to-remember "handle" for an Internetaddress.

DTMFSee Dual-tone Multifrequency.

Dual-Tone Multifrequency (DTMF)The signal to the phone company that you generate when you press an ordinary tele-phone's touch keys.

Dynamic Host Configuration Protocol (DHCP)A communications protocol that lets network administrators manage centrally and auto-mate the assignment of Internet Protocol (IP) addresses in an organization's network. Us-ing the Internet Protocol, each machine that can connect to the Internet needs a unique IPaddress.



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E

Enterprise Resource Planning (ERP)An industry term for the broad set of activities supported by multi-module application soft-

ware that helps a manufacturer or other business manage the important parts of its busi-ness, including product planning, parts purchasing, maintaining inventories, interactingwith suppliers, providing customer service, and tracking orders.

ERPSee Enterprise Resource Planning.

H

H.323One of the first and most popular protocols for handling multimedia communications overIP networks. In recent times H.323 has fallen out of favor with many vendors and customerdue to its complexity in implementation.

I

IISSee Internet Information Server.

Internet Information Server (IIS)A group of internet servers (including a Web or Hypertext Transfer Protocol server and aFile Transfer Protocol server) with additional capabilities for Microsoft's Windows NT andWindows 2000 Server operating systems.

Integrated Services Digital Network (ISDN)A system of digital phone connections that allows data to be transmitted simultaneouslyacross the world using end-to-end digital connectivity.

Intelligent ReachThe OpenScape feature that provides presence status of members of a user’s contact list.

Internet Protocol (IP)The method or protocol by which data is sent from one computer to another on the Internet.

Internet Security and Acceleration (ISA)The successor to Microsoft's Proxy Server 2.0 and part of Microsoft's .NET support. ISAServer provides the two basic services of an enterprise firewall and a Web proxy/cacheserver.

IPSee Internet Protocol.






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IpSecA protocol for negotiating encryption and authentication at the IP (host-to-host) level.

ISA

See Internet Security and Acceleration

ISDNSee Integrated Services Digital Network.

J

J2EESee JAVA 2 Enterprise Edition.

JAVA 2 Enterprise Edition (J2EE)

A web services programming language. J2EE is the standard used by IBM to support theirWebSphere e-business applications.

K

KDCSee Key Distribution Center.

KerberosA secure method for authenticating a request for service in a computer network; the user’spassword does not have to pass through the network.

Key Distribution CenterA domain service that runs on each Windows 2000 domain and provides AuthenticationService and Ticket Granting Service.

Knowledge ManagerAn OpenScape architecture component that

M

MCU

See Multi-channel Conferencing Unit.Megaco

Media Gateway Control Protocol (MGCP), also known as H.248 and Megaco, is a standardprotocol for handling the signaling and session management needed during a multimediaconference. The protocol defines a means of communication between a media gateway,which converts data from the format required for a circuit-switched network to that requiredfor a packet-switched network and the media gateway controller.



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MGCP/Megaco/H.248A protocol designed for the carrier side of VoIP, to handle the integration of circuit-switchedcarrier SS7 systems with new carrier-class VoIP systems.

Microsoft Active DirectoryA component of Windows 2000 architecture, Active Directory presents organizations witha directory service designed for distributed computing environments. Active Directory al-lows organizations to centrally manage and share information on network resources andusers while acting as the central authority for network security. In addition to providing com-prehensive directory services to a Windows environment, Active Directory is designed tobe a consolidation point for isolating, migrating, centrally managing, and reducing the num-ber of directories that companies require.

Microsoft Management Console (MMC)An application that provides a graphical-user interface (GUI) and a programming frame-

work in which consoles (collections of administrative tools) can be created, saved, andopened.

MMCSee Microsoft Management Console

Multi-Channel Conferencing Unit (MCU)Provides users the ability to set up ad hoc voice, data, or multimedia conferencing ses-sions.

O

OMCSee OpenScape Management Console.

OpenScape Management Console (OMC)The administration interface for OpenScape.

P

PBXSee Private Branch Exchange.

PCTNSee Public Cellular Telephone Network.

Private Branch Exchange (PBX)Avtelephone system within an enterprise that switches calls between enterprise users onlocal lines while allowing all users to share a certain number of external phone lines.

PSTNSee Public Switched Telephone Network.






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Public Cellular Telephone Network (PCTN)The network of cellular equipment and terminals.

Public Switched Telephone Network (PSTN)

The world's collection of interconnected voice-oriented public telephone networks, bothcommercial and government-owned. It's also referred to as the Plain Old Telephone Ser-vice (POTS). It's the aggregation of circuit-switching telephone networks that has evolvedfrom the days of Alexander Graham Bell ("Doctor Watson, come here!"). Today, it is almostentirely digital in technology except for the final link from the central (local) telephone officeto the user.

Q

QSigA global signalling system for corporate networks.

QoSSee Quality of Service.

Quality of Service (QoS)The idea that transmission rates, error rates, and other characteristics can be measured,improved, and, to some extent, guaranteed in advance. QoS is of particular concern for thecontinuous transmission of high-bandwidth video and multimedia information.

R

Real-time Communications

RTCSee Real-time Communications.

S

SALTSee Speech Application Language Tags.

SDKSee Software Development Kit.

Self-Service PortalProvides access to OpenScape features for callers.

Session Initiation Protocol (SIP)Signaling protocol defined by the IETF for handling multimedia communications over IPnetworks.



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Short Messaging Service (SMS)Globally accepted wireless service that enables the transmission of alphanumeric messag-es between mobile users and external systems such as electronic mail, paging, and voice-mail systems.

SIPSee Session Initiation Protocol.

SIP gatewaySupports exchange of packet-switched communications between a SIP-based communi-cations system and the PSTN or a corporate PBX.

SIP phoneIP telephone connected to any system that supports delivery of telephony functionality us-ing the SIP protocol.

SIMPLESIP for Instant Messaging and Presence Leveraging Extensions (IETF). Based on SIP,SIMPLE is an IETF standard and has emerged as the leading method of standardizing in-stant messaging and presence among various service providers.

Simple Object Access Protocol (SOAP)The variation of XML that Microsoft uses to develop web services through their .NET plat-form.

SIPSee Session Initiation Protocol.

SMSSee Short Messaging Service.

SOAPSee Simple Object Access Protocol. (XML protocol).

Speech Application Language Tags (SALT)A lightweight set of extensions to existing markup languages, in particular HTML and XHT-ML that enable multimodal and telephony access to information, applications and Web ser-vices from PCs, telephones, tablet PCs and wireless personal digital assistants (PDAs).

SQL

See Structured Query Language.

Structured Query Language (SQL)A standard interactive and programming language for getting information from and updat-ing a database.






5350glossary.fm

T

TCPSee Transmission Control Protocol.

TDMSee Time-Division Multiplexing

TGTSee Ticket Granting Ticket.

Ticket Granting Ticket (TGT)Part of the Kerberos Version 5 IETF standard protocol that provides user authentication.

Time-division multiplexing (TDM)A method of putting multiple data streams in a single signal by separating the signal into

many segments, each having a very short duration. Each individual data stream is reas-sembled at the receiving end based on the timing.

TLSSee Transport Layer Security.

Transmission Control Protocol (TCP)A set of rules (protocol) used along with the Internet Protocol (IP) to send data in the formof message units between computers over the Internet. While IP takes care of handling theactual delivery of the data, TCP takes care of keeping track of the individual units of data(called packets) that a message is divided into for efficient routing

Transport Layer SecurityA protocol that ensures privacy between communicating applications and their users onthe Internet. When a server and client communicate, TLS ensures that no third party mayeavesdrop or tamper with any message. TLS is the successor to the Secure Sockets Layer(SSL).

U

User Notification ServiceThe architecture component that provides a mechanism for sending a notification message

to users.

V

Voice PortalProvides voice (telephone) access to OpenScape features.



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W

Web Telephony Engine (WTE)A run-time engine in Windows 2000 that uses HTML to enable the use of standard web

authoring tools to create a variety of telephony solutions, such as Interactive Voice Re-sponse (IVR), voice mail, automatic call distribution, and call centers.

Word WebThe OpenScape feature that allows users to create a document using Microsoft Word 2000that can be saved as HTML and used as a voice application.

Windows Management Instrumentation (WMI)Microsoft's implementation of Web-Based Enterprise Management (WBEM) technology.WBEM is a standard that the Distributed Management Task Force (DMTF—an industryconsortium) defines. The WBEM standard encompasses the design of an extensible en-

terprise data-collection and management facility that has the flexibility and extensibility re-quired to manage local and remote systems that comprise arbitrary components.

Windows Scripting Host (WSH)A Windows administration tool that creates an environment for hosting scripts. That is,when a script arrives at your computer, WSH plays the part of the host — it makes objectsand services available for the script and provides a set of guidelines within which the scriptis executed. Among other things, Windows Script Host manages security and invokes theappropriate script engine

Workgroup Collaboration PortalThe part of the OpenScape user interface that allows users to manage collaboration ses-

sions.

WMISee Windows Management Instrumentation.

WSHWindows Script Host

WTESee Web Telephony Engine

XXML

eXtensible Markup Language, a standard for the exchange of structured and networkeddata on the Web. XML documents can define their own tags, providing outstanding flexibil-ity. XML makes it easy to define, author and manage SGML-defined documents andmakes easy to share and transmit these documents.






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OpenScape, System Description Z-1

Siemens Internal Use Only Index

Index Z

AActive Directory, role of 2-7administration interface 3-3anonymous guest, definition 7-4application programming interface (API) 2-8appointments, scheduling from Self-ServicePortal 7-6

Assistant Engine 2-8associated devices 4-8

BBack-to-Back User Agent (B2BUA) 2-7browser view of Personal Portal 4-1

Ccalendar appointments, user checking byphone 7-2

capacities 2-18Communications Broker package 3-2ComResponse administration tool 7-8contact access through Self-Service Portal 7-

4contact guests for Self-Service Portal 7-5contact information, reviewing through VoicePortal 7-3

contact, password for using Self-Service Por-tal 7-4

contacts in OpenScape 4-3contacts, communicating with 4-5Context Data Record (XDR) Service 2-9Context Manager 2-9

CSTA-3 events 2-8

Ddata storage for work groups 2-8default rules 5-11deployment, typical 2-1device management in OMC 3-6devices, configuring 4-8devices, registered and associated 2-7

document access from Self-Service Portal 7-7

Ffault management 3-14

Gguest access to Self Service Portal 7-4guests, contacts and anonymous 7-4

Iincoming calls, exceptions 5-5incoming calls, possible actions 5-4, 5-7incoming calls, rules for 5-3incoming emails, actions 5-10incoming emails, exceptions 5-11incoming emails, rules for 5-10incoming instant messages, exceptions 5-8industry standard ECMA-323 2-8installation of OpenScape 3-15instant messages, rules for 5-6

interactive dialogs provided by Media Server7-8

Kknowledge management reports 3-13Knowledge Manager 2-8

Llanguage support 3-2languages for OMC 3-3languages for OpenScape 4-7

layouts for Personal Portal 4-8licensing 3-2Licensing Management function in OMC 3-14

Mmanagement architecture 3-1management console for OpenScape 3-3MCU description 2-4



Index Siemens Internal Use Only


Z-2 OpenScape, System Description

5350SystemIX.fm

MCU ports, numbers 2-18MCU Server 2-1media gateway 2-4Media Server 2-1, 2-4

Media Server and Self-Service Portal 7-8Media Server ports 2-18Media Server, examples of interaction withOpenScape 7-8

Microsoft Office Real-Time CommunicationsServer 2003 (RTC Server) 2-1

Multi-channel Conferencing Unit (MCU) 2-1multi-language support 3-2My Calls 4-4My Contacts

Personal PortalMy Contacts 4-5My Preferred Phone 4-4My Status 4-3My Work Groups 4-6

Nnotification to users 2-9number of users supported 2-18

O

OMC 3-1OpenScape dependencies on RTC 2-7OpenScape features on RTC server 2-3OpenScape interaction with Media Server 7-8

OpenScape management 3-1OpenScape Management Console 3-3OpenScape user package 3-2options that can be purchased 3-2optiPoint 400 standard SIP V3.0 10-1outgoing calls, exceptions 5-6

outgoing calls, possible actions 5-5outgoing calls, rules for 5-5outgoing instant messages, exceptions 5-9outgoing instant messages, possible actions5-9

outgoing instant messages, rules for 5-9Outlook and Exchange Server, interactionwith OpenScape 7-12

Outlook Contacts, configuration of 7-12

Outlook view of Personal Portal 4-2overview of OpenScape 2-1

P

password for Self-Service Portal 7-4Personal Portal 4-1

My Calls 4-4My Preferred Phone 4-4My Status 4-3My Work Groups 4-6MyStatus 4-3

Personal Portal in Outlook 4-2Personal Productivity Package 3-2phone access for OpenScape users 7-1

phone favorites in Voice Portal 7-3Pre-defined Outlook folders 7-12predefined statuses for users 4-3preferred phone 4-4presence and availability of users 2-9presence model 2-9product structure 3-2purchasable options 3-2

RReal-Time Communications (RTC) Server 2-

1registered devices 4-8reports on knowledge management 3-13Resource Monitor in OMC 3-13Routing Dispatcher 2-7RTC server, capabilities 2-3rules for incoming calls 5-3rules for incoming emails 5-10rules for incoming instant messages 5-6rules for outgoing calls 5-5rules for outgoing instant messages 5-9

Rules Wizard, 5-1rules, default 5-11

SSelf-Service Portal 7-4Self-Service Portal and Media Server 7-8servers that comprise OpenScape 2-1Session Initiation Protocal (SIP) proxy andregistrar functions 2-3



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OpenScape, System Description Z-3

Siemens Internal Use Only Index

Session Initiation Protocol (SIP) gateway 2-4shortcuts to common Voice Portal tasks 7-3SIP endpoints 2-4SIP phones and gateways 10-1

status for users 4-3storage function 3-11support for English and German 3-2system capacities 2-18Systems Destination function in OMC 3-13

Ttex-to-speech licenses 3-2third-party gateways 10-2typical deployment 2-1

UUser Notification Service 2-9user status 4-3users, number supported 2-18

VVirtual Assistant 2-7voice and email messages, listening 7-1voice conferencing sessions, number of 3-2voice conferencing sessions, number sup-

ported 3-2voice messages, creating and deleting 7-2Voice Portal 7-1

WWindows Messenger view of Personal Portal4-2

Windows RTC Server 2003 2-3work groups 2-8Workgroup Assistant 2-8Workgroup Collaboration Package 3-2

Workgroup Portal 6-1Workgroup properties 6-3



Index Siemens Internal Use Only

5350SystemIX.fm