openscape v1.0 frequently asked questions

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Siemens OpenScape FAQ

OpenScape_FAQ_v5_external.doc Seite 1 Date: 12/06/2003

Author: Stefan Nüesch (consolidating input from O. Zänker, Th. Schneider, P. Cattell, Ph. Bissat, M. Bohnacker)

Frequently Asked Questions

Status: Version 5, External

1 FAQ Strategy ..................................................................................................................................................................2

2 FAQ Business Aspects ................................................................................................................................................4

3 FAQ Architecture ...........................................................................................................................................................5

4 FAQ Technology ............................................................................................................................................................6

4.1 Services....................................................................................................................................................................6

4.1.1 Instant Messaging ........................................................................................................................................6

4.1.2 Collaboration .................................................................................................................................................7

4.1.3 Media Handling .............................................................................................................................................7

4.1.4

Presence.........................................................................................................................................................7

4.2

Protocols ..................................................................................................................................................................8

4.3 Implementation ......................................................................................................................................................8

5 FAQ Technical Integration..........................................................................................................................................8

6 FAQ Product....................................................................................................................................................................9

Impor tan t note : Some answers, or parts of answers respectively, might be related to specific versionsof OpenScape. In such cases these dependencies are marked accordingly.

Version 5.0

12 June 2003

Aggregated version based on Olaf C. Zänker’s version of 13 February 2003 consolidated with inputfrom Thomas Schneider (TS), Pete Cattell (PC) and Philippe Bissat (PB), Martina Bohnacker and

feedback from the analyst and Consultant Community (AC) during the A&C Event in Las Vegas 2003.

Reviewed by S. Nüesch and A. Droz-Georget (technical) on 16 May 2003.

Reviewed by Zeno Staemmer from the Definition Team on 26 May 2003.

Reviewed by Dave Leach on behalf of the Sales & Marketing Team on 7 June 2003.






1 FAQ Strategy

Is OpenScape the next generation of soft-switch from Siemens ICN?

No. OpenScape is not a Softswitch and is not meant to replace a PBX or IP -PBX.

OpenScape is the ‘open multimedia communication Application Suite that synchronizes people

and information’. Voice is just one part of OpenScape, but not its focus.The scope of OpenScape is to address the iWorker/Knowledge worker’s needs to lower the

transaction costs, to reduce the communication dilemma and to increase the iWorkers andWorkgroup’s productivity.

Any type of exist ing or upcoming Softswitch solution from Siemens HiPath, Siemens Carrier or other

vendor’s Softswitch would be the PLATFORM needed to allow connectivity and interworking to therest of the employees in an enterprise.

Is OpenScape a new type of Groupware?

No. OpenScape is an open real-time communications software suite that incorporates Groupware

functionality into a single, integrated user-centric communications environment. Unlike conventionalgroupware that does not incorporate real-time voice functions and collaborative tools, OpenScape

brings together Groupware, voice, conferencing, and multi -party/multi -resource communications based

on presence awareness.Is OpenScape a new type of portal?

OpenScape can be thought of as a real -time personal communications and collaboration portal.OpenScape is an open real-time communications software suite designed to quickly and easilysynchronize people and in formation to facilitate action or decision-making. Unlike conventional portals,

which provide access to some enterprise resources via the web, but not real-time communications andcollaborative tools, OpenScape brings the productivity benefits of the highly accessible voice-enabledweb portal to workgroups. OpenScape also incorporates automatic speech recognition (ASR) and text -

to-speech (TTS) conversion technologies to provide versatile telephony user interface (TUI)functionality to support user access from virtually any communications device.

Is OpenScape a new type of CTI?

No, certainly not in the traditional sense. OpenScape is an open real-time communications softwaresuite designed to quickly and easily synchronize people and information to facilitate action or decision-making. Unlike conventional CTI that is difficult to implement because of non-complimentary

technologies and standards, OpenScape’s intuitive GUI delivers powerful, presence -based call controland multimedia conferencing to the desktop.

What is the size of enterprise best suited for OpenScape?

Think of OpenScape as a highly customizable suite of communications tools that no two enterpriseswill deploy the same way. It is targeted at workgroups and departments rather than as a solution forthe entire enterprise, and can, therefore, fit the needs of users in almost any size enterprise.

Is OpenScape a replacement for my existing PBX, as it can support SIP phones and VoIP…why do I need a PBX?

Whilst OpenScape can offer a level of voice functionality, we believe that within an enterprise

environment, customers will still depend to a large extent on the functionality offered by theirproprietary and specialised PBX (be it based on TDM or IP technology) for some time yet. It is wisehowever to consider that as the world of real-time communications converges around the IP-centric

protocols and technologies, customers should have a clear view on the migration of their TDMtechnologies to an IP world. Siemens offers solutions for this issue as well.

What are the features planed for further releases of OpenScape?

There is a comprehensive package of features planned for future releases that will build on to theinitial functionality of the OpenScape client. These will build on, and enhance the functionality withinthe key areas of an OpenScape solution e.g. Personal productivity, Workgroup collaboration, and

richer collaboration with external parties. It is also planned to introduce an OpenScape MCU toenhance some of the multimedia collaboration possibilities of OpenScape. To ensure future versions






of OpenScape can deliver value to the broadest possible markets, , robust SDKs will be available for

3rd party developers and system integrators to use to enhance the functionality in areas specific toparticular types of customers, or vertical market scenarios.

Why is Siemens partnering with Microsoft?

Siemens, as one of two 1st

tier partners, is cooperating with Microsoft’s Real-Time Communicationsteam to allow high quality SW products to satisfy the market needs in IT solutions for the Enterprise

and the Development community. OpenScape is based on Microsoft’s Real -Time CommunicationServer 2003 (RTC Server). The RTC Server provides a SIP Registrar and Proxy Server, whichOpenScape is using for its communication to the endpoints (phones, Windows Messenger).

What are our plans to integrate with Lotus?

There are two options for integrating with Lotus:

a) Lotus Notes Client integration: the Domino Server connects via the available ‘connector SW’to the Windows Exchange 2000 Server, which plays its normal role in the RTC/OpenScape

environment. Windows 2003 Server + RTC + OpenScape are providing the completefunctionality as in a Windows environment. The user interface consists either of a new Notes‘add-in’ (similar to the Outlook add-in) or OpenScape is used via the web-based personal - and

workgroup-portals. The Windows Messenger add-in is not recommended since the look andfeel is different from Notes.Timeframe for this option is V1 GA.

b) Lotus Domino native: In the V2 timeframe, the SDK for the Groupware integration is used tonatively connect to the Domino Server. This eliminates the Exchange Server of a). The rest isvery similar and the End -User has the same choice of GUI’s.

What’s your roadmap for OpenScape?

The GA for Version 1 is scheduled for October 2003, Version 2 is planned to be available in mid-2004with some early sample kits and test deployments for ISV’s in the late spring timeframe.

What’s your strategy for integrating Video?

Video is supported on a peer-to-peer basis by Windows Messenger. Complementary Video solutionswill appear on the market and wil l integrate with RTC Server. OpenScape is planning demo- and

evaluation-solutions to validate the true value and usability of video for the workgroup environment.

What’s the scalability of the solution?

OpenScape supports multiple domains in a single forest in Version 1, but without load distribution

(planned for Version 2). The Microsoft RTC Server supports multiple domains in single and in multipleforests and provides load distributor architectures.

OpenScape supports 500 users on one OpenScape server in V1.0. The administration of OpenScape

allows several systems to be managed in a unified way. V2 of OpenScape supports high scalability via‘workgroup scalability’. An unlimited number of systems of 2000 users (serving 1, 2, … up to 100workgroups) are running on a widely spread RTC system.

Will Siemens deploy OpenScape internally?

Siemens is deploying OpenScape internally at its San Jose Skyport location with users in California,Florida, Virginia, Germany and Switzerland.

Are you going for specific vertical markets?

OpenScape is not mainly aimed at specific vertical markets. Its target markets are defined by specificcustomer needs such as for virt ual collaboration, decentralised organisations, optimised availability,

etc.

Does Siemens have plans to come up with an OpenScape light as entry opportunity?

Siemens offers attractive opportunities for pilot customers in order to allow them to experience the

benefits of OpenScape in a small environment before investing in a deployment at large scale.Furthermore, starting with Version 2, OpenScape will be available with a Standard and an Advancedpackage. While OpenScape Standard includes all the basic functionality of the Communications

Broker, OpenScape Advanced offers enhanced capabilities for more demanding requirements.






In addition, the Tool Suite of V2 with the exposed interfaces, documentation and sample codes is

addressing the ISV and Development community. The ISV licensing model will allow competitive,complementary solutions development based on the OpenScape.

2 FAQ Business Aspects

How does OpenScape deliver a new “end-user experience”?

As an end -user you will experience the benefits of OpenScape in various ways. First of all – accessingyour information – you will experience the value of multimodal communications: This means that you

get the same information and the same opportunities to communicate, independently of what media ordevice you use. Furthermore a user will experience the real-time presence-based communication,means that the communication is actively supported by information based on the status of the user.

Users will know whether somebody is available by phone or instant messaging before they call, so

they will not waste time in voicemail. Finally, OpenScape provides new intelligence in communications: An external caller will experience this intel ligence, for instance, when connecting to the Self-Service

Portal of the person he wants to contact, that offers possibilities such as scheduling a meeting, or evenrequesting authorized documents be sent by e-mail or fax, to the caller, if the called party isunavailable, but has provided password protected pre-authorized access to this caller.

Lotus does a lot of your features (in the collaboration environment) for free – why should I paysomething to Siemens?

While other products cover some aspects of collaboration or unified communications, OpenScapeprovides a more diverse set of real- time communications capabilities. This includes not justcollaboration but even more important offerings such as presence information and multimodal access

that increase the productivity of the employees significantly. Instead of various single-function pointsolutions for the needed functionality OpenScape offers an all-embracing approach for UnifiedCommunications.

Lotus does not provide real-time multimedia collaboration in the sense of OpenScape. Sametimecompares with RTC Server from the feature and price perspective. Additional components necessaryalso increase the price of the IBM offering.

What’s your value proposition – you have a lot of Microsoft’s components in your solutions?

OpenScape is based on Microsoft components, however the OpenScape solution itself is developedentirely by Siemens. Some Microsoft components such as RTC Server or Windows Messenger do

already provide real-time functionality. But the true benefits of multimodal real-time communicationswill only be exploited with the additional intelligence provided by OpenScape, especially with itsCommunications Broker. OpenScape offers collaboration (including multimedia conferencing units, or

MCUs), secure connections, presence information (in addition to features from RTC Server forinsta nce) and supports associated devices. This means that an end -user chooses freely which devicehe wants to use: With OpenScape, for instance, any telephony device can be recognized an

supported for voice contact, which is not the case initially with the RTC Server alone.

Where does the ROI for OpenScape come from?

An ROI should be proved specifically for each individual customer. But in all cases OpenScape adds

some obvious value to your business, such as increased employee productivity and better availabili tyresulting in an improved exploitation of the business potential. On the cost side, OpenScape cutstransaction costs (lower communications costs by intelligent rules, lower conferencing costs, lower

travel expenses) and costs related to non-performance resulting from a lack in synchronizinginformation.

Why is it beneficial for customers to use Instant Messaging (IM) in the enterprise?

One of the main advantages of IM is the presence-based information it offers, with quick and easy

real-time interactions that might run in parallel to other communications, such as voice on the phone.When communicating via IM, questions get answered right away, without filling up the user’s message






store. IM offers rapid responsiveness, helps reduce e-mail traffic, and generally reduces inbox

management effort on the part of users.

What are the drivers behind IM?

The success of the consumer IM services proves that there is a need for real-time interactions with

peers. A recent study showed that, in certain companies, up to 30 different versions of IM wereinstalled without prior knowledge of the companies’ IT departments. Driven by security concerns, most

IT departments are interested in gaining control of this phenomenon quickly by deploying anenterprise-class, secure, managed IM solution for business communication. Furthermore next -generation real-time communications will continue to be pushed by vendors offering real advantagesto enterprise customers..

How can OpenScape improve personal productivity?

OpenScape creates intelligent relationships among all enterprise communication resources, increasingthe productivity of both staff and communications services by facilitating rich, successful

communications on the first attempt through a Personal Portal and a Workgroup Portal, OpenScape isable to streamline communication processes for individuals and collaborative teams. The

synchronization of information and people allows for quick access to always up -to-date information,

eliminating significant time spent sorting through personal files and e-mails, looking for relevantinformation.

At the personal level, OpenScape provides four key productivity tools. The first tool is the Contacts List

found on the Personal Portal, provides a window for viewing real-time presence status, by media, ofthe work contacts most important to the user. By knowing who is available, and by what media (voice,IM or email), answers to pressing questions can always be gathered in real-time, or near -real-time.

This keeps business moving forward. The second important tool within the Personal Portal, is thePriority Profiles rules wizard. This feature gives the OpenScape user a broad set of controls tomanage precisely who can contact them, by what methods, under various conditions and times. Thus

users can prioritize exactly to what level they are available to communicate with anybody whoattempts to contact them at any time. This gives users an unprecedented, and valuable ability to

manage interruptions before they take place.

The third tool is the Self-Service Portal as defined using the Word Web feature. Word Web enables auser to write their personal greeting in Microsoft Word document, which OpenScape converts to aspoken greeting, through a TTS engine. This feature lets the user automate the handling of certain

types of requests, such as appointment scheduling or document sending, from identified prioritycontacts, without interrupting their current activity. The OpenScape user will be notified the requestwas handled, but they don’t have to take the time to respond.

The fourth personal productivity tool is OpenScape’s support of multimodal communications through aflexible set of user interfaces, including GUI, TUI and SUI (speech user interface). This keeps mobileusers productive by offering access to system features from any device available.

In the area of collaboration, OpenScape contributes to user productivity by making collaborationsimple, intuitive and fast. OpenScape eliminates the need for setting up/looking up call in numbers and

passcodes as well as the need to send out collaboration documents via email. In addition, the

Conference View feature provides a real-time roster of all collaboration participants. OpenScape savestime and facilitates more productive collaborative sessions.

3 FAQ Arc hitectur e

Does OpenScape work in non-Microsoft environment?

Not yet. The plan for this new platform and its communication broker is to be deployed in other

environments, such as from SAP, IBM or independent vendors. The goal is to introduce the generic

portals, e.g. in the user interfaces on screens. Common integration will be offered in a future release.






What additional telephony features are available when you connect OpenScape to any of the

HiPath Voice Communication Platforms rather than to another vendor’s system?

One of the key advantages of the OpenScape suite is that it is based on open standards. This means

that there is no feature penalty paid if you connect it to a non-Siemens voice communication platform.

Why does Siemens use a 3rd

party SIP gateway, rather than develop one of their own?

As OpenScape is built as an open architecture, the functionali ty of the SIP gateway can be based

totally on the published, and widely supported SIP protocols. This enables customers to benefit fromthe widest possible choice of 3rd party add-ons and devices. To further enhance this choice, Siemenswill introduce their own SIP gateway at a future date.

Is it possible to use other e-business platform SW solutions, e.g. IBM’s WebSphere instead of

Microsoft’s .NET platforms?

Not in V1 and V2. Nevertheless, integrations on a portal level, including the Microsoft and Siemenscomponents, is an option. WebSphere as a platform does not provide the necessary real- time services

and interfaces to the network.

What is the relationship between the Presence Agent Server (Microsoft RTC) and the

OpenScape Presence model?

The Presence Agent Server (PAS) publishes the presence information of SIP endpoint users.OpenScape interacts with the PAS and maps the status to its internal states. OpenScape has i ts own

mechanism and supports more states than the RTC Server. OpenScape uses all status informationreceived by the RTC Server, however the PAS cannot provide all OpenScape states to users in a non-OpenScape environment.

What is the difference between the HiPath architecture and the OpenScape architecture?

At the most basic level, HiPath is a convergence architecture that unites enterprise voice and datanetworks to then provide communication services and applications across the enterprise, such asunified messaging, voice messaging, desktop call control and mobility functions.

Conversely, OpenScape is a horizontal, data-centric architecture that has a strong focus on softwaredevelopment kits so customers and partners can customize and extend the OpenScape solution.Therefore, OpenScape focuses on bringing customized, team specific elements to smaller

departments or workgroups with highly specialized business processes. OpenScape is an ITapplication, leveraging IT management tools that are familiar to IT decision-makers.

4 FAQ Techno logy

4.1 Services

4.1.1 Instant Messagin g

What are the Siemens plans to control Spam IM?

Spam IM’s are controlled by the IM filter services of RTC Server.

What is the major advantage of IM compared to e-mail?

An IM can be sent out only if the addressee is marked as online (available) in the contact list. So IM

becomes a new kind of real-time (synchronous) communication. The sender of an IM can expect, thathis/her message is recognized right away (hence the name) and probably answered. Thus, huge pilesof unanswered messages, like with email won’t happen. When the user closes an IM dialog window,

all those messages are deleted.

Is it possible to add attachments to IMs?






Yes. The Windows Messenger client offers the option to send out a photo or a file as add -on to an IM

or instead of an IM. The receiver of the IM gets an appropriate notification in his/her client and has toaccept or deny explicitly.

What happens if a user doesn’t respond to an incoming IM immediately but rather stays

passive?

The IM is still pending. Just the degree of indication on the receiver’s side is lowered in that case,

without expiration of the IM.Can a user send an IM to a group of users, e.g. current workgroup, as if they were just onesingle user?

Yes. One way is to mark more than one user in the buddy list prior to sending the IM, the other way is

to send an IM to a pre-defined collaboration group.

Which devices can handle IMs?

In general all devices (PC, Laptop, PDA) that have graphical (display) capabilities and an IM-enabled

client (generally: any SIP-enabled software) running on it. But furthermore OpenScape provides SIP-phone interworking, so that IMs could be sent out to SIP-phones as well. SIP-phones allow users to

answer incoming IMs or to send out IMs themselves. Future versions of OpenScape are planned to

support IM sent via CAP/CTI interface from a PBX phone.

4.1.2 Collaboration

What is the difference between a Conference and a Collaboration Session?

A conference is the classical “voice conference” with 3 or more people on a voice call. A collaborationis a group of people and an associated data store. Each collaboration session may lead to one or

more ad-hoc or scheduled voice conferences. This is on-line collaboration and in the data store areplaced the documents that the members of the collaboration want to share.

What is the difference between an online and an offline Collaboration Session?

An example of offline collaboration is when people review a document. The document belongs to acollaboration group but people can review it offline and everybody can see the changes that have

been made. Annotation tools will support this capability.

4.1.3 Medi a Hand lingWhat is meant by media aggregation?

Media aggregation addresses the fact, that a user might be equipped wi th more than one device and

that these devices support the same type of media (e.g. IM). Using media aggregation, a user is stillconsidered available for IMs on his desk phone, even when his/her PC (usually used to handle IMs) isswitched off. So the availability of the media “IM” is aggregated for the two devices, desk phone and

PC.

4.1.4 Presence

What is Presence based communication?

Today users have access to different independent communication systems/services, hence using

more than one device to communicate. Typically there are at least phones and PCs. Phones as anexample, allow direct (synchronous / real-time) and indirect, e.g. voicemail (asynchronous)communication. If a user has turned on his/her voicemail system running a standard announcement, acaller doesn’t have any kind of information where and when he could get in contact with the person he

tried to call. He/she could be either, right back, in a meeting, out to lunch, etc. Presence basedcommunication however shows the availability of the users. In the case of OpenScape this includesthe information on which media a person can be reached.

How is Presence defined?






Presence can roughly be explained as availability, with some notable differences. While availability

applies to both devices and users, a precise definition and description of dependencies between theseelements is required – the Presence model.

As long as devices support just one media type, presence can be translated into available or not

available. In the case of m ultimedia devices, the term presence applies to the availability of a certainmedia type, which the device is able to support. Thus, a SIP-phone can be busy for voice, but stillavailable for IMs.

Presence also involves a level of personal privacy. That is, presence information about a user is notopenly shared with the general public, but is selectively offered. When users agree to share theirpresence status, then they are allowing a greater level of accessibility to a specific set of individuals

that they want to stay in close contact with. Thus, presence can be used to provide more reliablecommunications between self-selected sets of people, such as enterprise project teams anddepartments.

Furthermore the availability of a user is the combination of the aggregated availability of media types,his/her devices are capable of.

4.2 Protocols

Why has SIP been chosen instead of H.323 as a basis for OpenScape?

SIP has been established as a global standard and is supported by all major software vendors.Furthermore, SIP not only supports voice communications, but also video and IM. SIP just opens asession and it’s possible to handle different medias within one session.

Does the RTC Server handle all media streams, e.g. audio connections?

The RTC Server, where the SIP registrar and SIP proxies reside on, is needed for signalling,notification, etc. only. SIP itself doesn’t care about voice and video at all – the delivery of pure media

is left to RTC. Media streams, therefore, run directly between two peers, which can be end userdevices, gateways, as well as MCUs.

4.3 Implementat ion

Is it possible to run Windows 2000 instead of Windows XP on the client side and if so, whichlimitations will occur, if any?

Yes, in general Windows 2000 can be used, but with Windows 2000 the Microsoft Messenger doesn’tsupport echo cancellation. Furthermore, Windows 2000 clients cannot interact with UPNP (User Plugand Play) enabled NAT (Network Address Translation) and firewalls.

Which end user devices (phones, cell phones, PDA, etc.) are supported by OpenScape?

At this point in time Microsoft ’s RTC Server supports all SIP devices available. OpenScape supportsany of these devices (SIP phones, PBX phones, cell phones, etc.) as associated devices.

What is an associated device?

A device is defined as a software or hardware device with media capabilities. There are two categoriesof devices: Registered devices which registers with the RTC as a SIP endpoint (e.g. Windows

Messenger, and SIP Phones) and associated devices which are known to the Siemens applications

but do not register with the RTC. PBX phones and mobile phones are considered associated devices.

5 FAQ Techn ical Integration

If I want to implement OpenScape in my business, what are the technical prerequisites (forVersion 1)?

The key elements that need to be in place for a successful, and trouble free roll out include:- Microsoft Windows Server 2003 must be in place - a core building block.






- Microsoft RTC Server must be in place.

- Microsoft Active Directory needs to be deployed (for management and security rights).- Microsoft SQL Server needs to be available (for transaction logging etc).- Microsoft Exchange 2000 must be deployed to enable feature rich interaction with the workgroup and

calendar functions of Microsoft Outl ook etc.- The users desktop must have Windows Messenger client deployed on Windows 2000 clients, but forthe richest functionality Windows XP is highly recommended.

Are there any components needed in addition to the servers?

For full support of OpenScape functionalities a SIP gateway is required.

I do not currently have all, of the technical pre-requisites deployed within my business. Does

this mean I have to get these issues resolved before I talk to someone about deployingOpenScape?

On the contrary, all of the OpenScape accredited resellers are fully conversant with the technologies

involved with this type of scenario. They will be pleased to talk to you, and offer advice about the mostappropriate course of action in your specific circumstances.

Which changes within the Active Directory scheme, required by OpenScape customers can

expect?

OpenScape itself doesn’t make any changes to the Active Directory scheme. However, the MS RTC

server changes Active Directory schemes to add real-time communication functionality to ActiveDirectory components.

What’s the reason for requiring assessments prior to installing OpenScape?

OpenScape requires a high integration in the existing IT landscape. Therefore, a completeassessment of the later is mandatory in order t o implement OpenScape successfully.

6 FAQ Produ ct

Does the Media Server support the SIP -protocol?

Yes. This allows OpenScape for instance to support a PBX of any vendor supporting the SIP-standards.

What can the Media Server’s ASR (Automatic Speech Recognition) and TTS (Text-to-Speech)

capabilities be used for?

These capabilities allow users/callers to communicate with OpenScape via voice commands (ASR)and to let the system read messages to users/callers (TTS).

What are the implications for my network secur ity? As OpenScape reaches out to mobiledevices etc. will OpenScape offer a hacker an open door to my network?

There will be an additional port opened for OpenScape. Security is ensured by the fact that only

authenticated devices can access the network.

What security features that are provided by OpenScape?

Different security protocols are used, such as Kerberos, NTLM, IPSec, and TLS.

How do you guarantee the security when using document sharing in collaboration sessions?

In OpenScape V1 the collaboration is supported by WebEx. With WebEx the document to be shared isopened directly from a client. From this client just the graphical data will be transferred – the

document’s content is transformed into vector graphics and encrypted before it will be transmitted.

How can I trust in the reliability and security of OpenScape when it is based on MicrosoftSoftware?

Microsoft is using state-of-the -art technologies for security / encryption (such as Kerberos, TLS andIPsec). Microsoft is aware of the growing importance of security issues and deploys huge efforts toprovide better security in an enterprise context. With its initiative for Trustworthy Computing, Microsoft

is demonstrating a strong commitment to security.

openscape v1.0 frequently asked questions

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