Service manual

OpenScape Business V1
Sales Information Page 27 04.06.2013
– Enable agent callback
Agent callback enables a caller in the queue to leave a voicemail for agents. As soon as an
appropriate agent becomes free, that agent receives a call, hears the voicemail left by the
caller, and can then call back that caller.
– Wrapup time
The wrapup time enables agents to finish any tasks, e.g., administrative tasks, that may be
required after completing a call and before receiving the next call.
The agent binding list shows agents with the authorization level of a Supervisor or Administrator
which agents are assigned to which queues. Agents with the agent authorization level can only
see the queues to which they are assigned.
1.3.4.13 Reporting with myReports
myReports enables the creation of historical reports for the OpenScape Business Contact Center
as well as reports for normal UC Suite subscribers.
More than 100 predefined report templates are available for evaluating incoming calls, faxes and
e-mails with different filter criteria and display options for analyzing the utilization of resources.
The automation features of myReports enable the ad-hoc creation and output of reports on the
screen or printer as well as the scheduled generation of reports and their delivery by e-mail or
storage at a configurable location in the file system.
myReports offers the following features:
– User-specific creation of schedules for the generation and delivery of reports with
– selection of a report template from over 100 predefined report templates and setting the time
for the creation of the report
– setting possible repetitions at hourly, daily, weekly or monthly intervals
– setting the report delivery options as an e-mail attachment or a file stored in the file system
– defining the file format (PDF, Excel or Word)
– Schedule management with
– individual storage of user created schedules for report generation
– Editing function for the schedule parameters
– Multi-user support
Different users can create and manage individual schedules for reporting
– Predefined report templates for reports on:
– Calls in general
– Queues
– Agents
– Performance
– Grade of Service
– Wrap-up codes
– etc.
An overview of the report templates included in myReports with output examples can be
found in the SEN wiki at the following link:
http://wiki.siemens-
enterprise.com/wiki/myReports
1.3.5 Mobility
OpenScape Office offers integrated mobility solutions for every company. Mobility includes
mobility on the road, mobility in the office and mobility at home. This typically includes the
integration of mobile phones/smartphones, the usage of Cordless and WLAN phones, etc., down
to Desk Sharing and teleworking. Mobility includes Mobility on the road, Mobility in the office and
Mobility at home.
The mobility solutions integrated in the communication system provide efficient communication
everywhere and with a wide variety of endpoints.
1.3.5.1 myPortal for Mobile
myPortal for Mobile integrates mobile phones into the communication system. This enables
subscribers to access unified communications features analogously to myPortal for Desktop and
myPortal for Outlook via the web browser of the mobile phone.