OpenStage (SIP) V1 Service Guideline.pdf

Service Guideline 

Product: OpenStage (SIP) 

Product version: V1 

Printouts from the Internet/intranet and copied files will not be updated. 

Status: Released 

Issue: 1.1 

Date: 28.03.2007 

Service Guideline HiPath Clients & Devices 

© Siemens Enterprise Communications GmbH & Co.KG 2007 

The reproduction, transmission, or use of this document or its contents is not permitted without express 

written authority. Offenders will be liable for damages. All rights, including rights created by patent grant or 

the registration of a utility model or design, are reserved. 

OpenStage (SIP) V1 

Issue 1.1 dated 03/2007 Page 1 of 11


Contents 

1 Introduction 3 

1.1 General 3 

1.2 Country specifics 3 

2 Product Information 3 

2.1 Product description 3 

2.1.1 Connectivity and compatible products Error! Bookmark not defined. 

2.2 Limitations/dependencies 4 

2.2.1 HiPath 3000 system performance 4 

2.3 Product introduction 5 

2.3.1 Client information, product introduction 5 

2.4 Delivery 5 

2.4.1 Scope 5 

2.4.2 License handling 5 

2.5 Services 5 

2.5.1 Professional Services 5 

2.5.2 Lifecycle Services 5 

2.5.3 Managed Services 6 

3 Installation/Startup/Maintenance 6 

3.1 Requirements placed on service personnel/skills 6 

3.1.1 General requirements 6 

3.2 Installation and startup 6 

3.3 Maintenance 7 

3.3.1 Software corrections 7 

3.3.2 Hardware corrections 7 

3.3.3 New software versions 7 

3.4 On-site system access 7 

3.5 Remote system access 7 

3.6 Data backup 7 

3.7 Upgrades 8 

3.8 Tools/test equipment 8 

3.9 Service times 8 

4 Training 9 

4.1 Customer information on the training offer 9 

5 Documentation 9 

5.1 Service documentation 9 

5.1.1 Order procedure 9 

6 Spare Parts/Logistics 10 

6.1 Initial spare parts – crash parts 10 

6.2 Spare parts 10 

7 Data Protection and Information Security 11 

8 Abbreviations 11 


Page 2 of 11 Issue 1.1 dated 03/2007

1 Introduction 

1.1 General 


This service guideline describes product-specific features regarding installation, setup and 

maintenance of the OpenStage (SIP) V1 product. 

This document does not contain descriptions of the global processes and structures of the SEN 

ESS service organizations. 

We assume that the users at whom this document is aimed have a sound working knowledge of 

the general service procedures. 

This document is subject to the requirements of DIN ISO 9001 and in this respect is a controlled 

document. For certification in accordance with DIN ISO 9001 it is necessary to inform all 

organizational units concerned without exception. 

This document is subject to the CIP (Continuous Improvement Process). Suggestions for 

improvement are welcome and should be sent the contact partner listed in your contract. 

1.2 Country specifics 

Country specifics will be dealt with in the individual sections if necessary. 

2 Product Information 

2.1 Product description 




The new Siemens Enterprise Communications OpenStage IP phone family offers several dramatic 

advances in technical design, user ergonomics, personal customization, and performance 

capabilities. Members of the initial OpenStage family include four distinct phone models. Each 

model will be at first available with standards based SIP and in a second step with Siemens’ 

proprietary protocol (CorNet IP). 

The four basic models are: 

• OpenStage 20 




OpenStage 20 is a universal solution for efficient and professional telephony. Each succeeding 

model has increased feature capabilities and perceived value culminating with the high-end 

OpenStage 80 model targeted at top level managers and executives. 

OpenStage Manager Software 

OpenStage Manager is a free PC software application that offers customers a user-friendly way to 

personalize their OpenStage 60/80 phones. The software runs on the Windows 2000 and XP 

operating systems. Microsoft .NET V 2.0 1 is also required to run this application. 

Once this program has been installed, the service layer connects the phone and the PC. Following 

configuration (the IP address or domain name of the individual OpenStage 60/80 phone must be 

entered along with the user password stored on the phone), it runs in the background without 

further user interaction. 

User-specific changes are managed in the Manager interface. 

User data access is protected by the user password stored on the phone to prevent third parties 

from accessing private data. 

The Manager interface is divided into two administration areas, one for managing the phonebook 

and the other for managing the slide show. 

2.2 Limitations/dependencies 

OpenStage 20/40/60 and 80 SIP are released (project specific) to be connected to HiPath 8000 

V2.2 (SIP). Connectivity to an older HiPath 8000 version or a connection to HiPath 3000/5000 or 

HiPath 4000 with SIP is not released. 

In the case of other systems, specific factors must be taken into account (such as implemented 

standards) and/or relevant tests performed. 

The telephones only support the DLS (Deployment Service) Tool; the predecessor deployment tool 

can no longer be used. 

For additional information regarding the supported features, see Sales Information. 

2.2.1 HiPath 3000 system performance 

The existing system performance must be checked for all HiPath 3000 configurations or when 

connecting applications to HiPath 3000. This check should be performed before placing the order, 

using the "HiPath Planning Tool" for HiPath 3000. 



2.3 Product introduction 

2.3.1 Client information, product introduction 


As a client of Siemens Enterprise Communications additional information on this can be obtained 

via Siemens Enterprise Business Area (SEBA) or from your contractual agreed contact partner. 

2.4 Delivery 

2.4.1 Scope 

Because the power supply for OpenStage V1 can be provided via a power supply unit or Power 

over LAN, the required power supply unit must be ordered separately. 

The LAN cable is also a separate order item and is no longer automatically supplied with every 

telephone. 

2.4.2 License handling 

Not relevant 

2.5 Services 

2.5.1 Professional Services 

As a client or partner Siemens Enterprise Communications additional information on this can be 

obtained via Siemens Enterprise Business Area (SEBA) or from your contractual agreed contact 

partner. 

2.5.2 Lifecycle Services 

As a client or partner of Siemens Enterprise Communications additional information on this can be 


partner. 

SBE526 

SBE536 

Administration 

IP-Phones 

without 

Installation 

the installation of the OpenStage V1 

can be done with the plug & play 

mechanism of DLS. 

Under these conditions the 

installations order number L30250- 

B513-E526 can be used. 

In this scenario it is also possible that 

the customer does the set up the IP- 

Phones in his building by him self. In 

this case the service staff would only 

do the administration. The 

installations order number for this kind 

of installation is L30250-B513-E536. 

Under the prerequisite that 

DLS is locally installed at 

the customers net and 

DHCP is used. 

Under the prerequisite that 

DLS is locally installed at 

the customers net and 

DHCP is used. The 

customer does the set up 

of the IP-Phones in his 

building by him self 




2.5.2.1 HiPath Network Analysis 

When marketing HiPath IP solutions, familiarity with the type of infrastructure the customer has is 

essential to ensure that HiPath IP solutions can be integrated into an existing network. This means 

that it is imperative to perform a network analysis during the pre-sales phase or, alternatively, for 

the customer to guarantee (in writing) compliance with the required IP network criteria. The HiPath 

Network Analysis service guarantees that the customer communication network is suitable for the 

installation of the planned solution and thus avoids problems when implementing HiPath solutions. 

This, in turn, leads to greater customer satisfaction. 

If this analysis is not authorized by the customer and, despite customer assurance, the required IP 

network criteria are not fulfilled, any service expenses and/or additional customer apparatus costs 

incurred as a result of this will be added to the invoice. 

2.5.3 Managed Services 



partner. 

3 Installation/Startup/Maintenance 

3.1 Requirements placed on service personnel/skills 

Configuration of the telephones in the system will be dealt with in the relevant system course (e.g. 

HiPath 8000). 

3.1.1 General requirements 

Service tasks and functions are distinguished for Customer Interaction Center personnel, field 

technicians, remote service experts and BLS product specialists in accordance with the Service 

Guideline General descriptions. The general basic skills required are listed in the Service Guideline 

General in the section “HiPath Qualification and Certification/Skills”. 

3.2 Installation and startup 

Information on the necessary steps for installation and start-up can be found in the Installation and 

Start-Up Manual. 

• Mains connection 

• LAN connection 

Before start up, the latest SW-Version from the SWS Server has to be stored in the Phone. 

Under the prerequisite that DLS is locally installed at the customers net and DHCP is used for the 

IP-Phones the installation of the OpenStage can with the plug & play mechanism of DLS. 

Under these conditions the installations order number L30250-B513-E526 can be used. 

In this scenario it is also possible that the customer does the set up the IP-Phones in his building 

by him self. In this case the service staff would only do the administration. The installations order 

number for this kind of installation is L30250-B513-E536. 

For details se also the TI-documents 



3.3 Maintenance 


No deviations from the normal maintenance process. 

Faults in OpenStage V1 telephones are corrected by exchanging the device. Devices will be 

repaired according the RuaD Process. 

The handset, handset cord and the connection cord for all OpenStage V1 telephones can be 

exchanged (see Spare Parts list). 

3.3.1 Software corrections 

Software errors/problems in OpenStage V1 telephones are corrected with a software 

update/upgrade, insofar as a corrected version is available. 

Product Support tests the integration of software/firmware corrections in the entire system and 

releases it for initial installation. The initial installation is controlled via BLS. 

Corrections are published/documented in the KMOSS "Product Information". Software is provided 

on the Software Supply (SWS). 

3.3.2 Hardware corrections 

Error analysis is based on remote diagnosis. Once the cause of the reported errors has been 

determined, hardware/firmware problems are corrected by exchanging the complete product or the 

affected product component (handset, handset cord). 

Information on known errors and miscellaneous service topics is usually found in the Product 

Information (KMOSS). 

SEN ESS and SEN ESY decide how to proceed with each case, for example, if basic or 

programming errors or errors of an epidemic nature, which require a module exchange are 

discovered (practical notes/technical changes request). 

3.3.3 New software versions 

Necessary software corrections will be supplied as PRBs, patch packages or complete versions. 

The required software is available via the global e2e Service SW Supply System. More detailed 

information can be found in the "e2e Service Software Supply (SWS) Process". 

As a client or partner of Siemens Enterprise Communications GmbH & Co.KG, you can obtain 

further information about this topic from the HiPath PartnerNet or through the contact partner listed 

in your contract. 

3.4 On-site system access 

OpenStage V1 administration interfaces can be accessed via the menu on the display and the 

keyboard. Administration is also possible using a browser via the web interface of each individual 

phone. You should use the deployment tool when administering several phones simultaneously. 

Important: The predecessor deployment tool is no longer supported. This also applies to partial 

functions. 

3.5 Remote system access 

The remote System access has to be executed via HISPA/SESAP. 

OpenStage V1 telephones can also be remotely accessed via FTP, the web interface and the DLS 

tool. In addition, the XML-based interface for BroadSoft Centralized Configuration Management is 

still available. 

3.6 Data backup 

The OpenStage V1 configuration file can be backed up via the web interface. 




3.7 Upgrades 

OpenStage software upgrades to the latest version can be performed using the DLS tool or (in 

individual cases) via the web interface. 

The firmware status of the IP phones cannot be changed in the field. 

3.8 Tools/test equipment 

Not relevant 

3.9 Service times 

The service times refer to the product models specified below, without terminals and line network. 

All times are guideline values and refer to the average time involved during the built-up state. This 

is generally achieved around the ninth month after market introduction. 

These are mandatory prerequisites to be able to achieve the installation time: 

- For installations as of 20 Phones a DHCP should be used (available in customers net or use the 

DHCP of the SESAP-Server) 

- DLS is locally installed and configured 

- The desks where the phones will be placed shall have a power connection (if Power over 

Ethernet is not used) 

- The LAN-cable is long enough to be connected to the phone 

The technician is allowed to disconnect the LAN-cable from the PC without a waiting period to 

connect the Lan cable to the phone internal switch and from there again to the PC 

Initial installation 

Activity Time in hours 

Installation incl. power supply 0.15 

Start-up per IP phone 0.15 

Maintenance 

Activity Time in hours 

Debugging expenditures* per 

0.235 

product model and year incl. 

Make-ready time 

Debugging expenditures per 

0,77 

incident 

Number of incidents per year 0,276 

Remote handling rate in % 36% 

* For customer installations with more that 500 OpenStage Phones the debugging expenditures 

are to be reduced to 0,18 hours as of the 500 th phone. 



4 Training 

4.1 Customer information on the training offer 




partner. 

5 Documentation 

5.1 Service documentation 

The following German and English documents are available on the Internet: 

http://www.siemens.com/enterprise 

Documentation Language Media Source of supply Order number 

Data Sheet 

OpenStage SIP 

User Manual 

OpenStage 60/80 

HiPath 8000 

Administration 

Manual 

User Manual 

OpenStage 

Manager 

ge, en HTML/PDF 

Hard copy 

ge, en, fr, it, 

sp, pt, nl 

HTML/PDF 

Internet and LZF 

Fürth 

A31002-O1010-D100-*-xx29 

Internet A31003-O1010-U102-*-xx19 

ge, en HTML/PDF Internet A31002-O1010-M100-*-xxA9 

ge, en, fr, it, 

sp, pt, nl 

HTML/PDF 

Internet A31002-O1010-U103-*-xx19 

System Description ge, en HTML/PDF Internet A31002-O1010-Y100-*-xx19 

For other languages please contact your country-specific Siemens organization. 



partner. 




6 Spare Parts/Logistics 

6.1 Initial spare parts – crash parts 

Crash part = failure of this part has serious repercussions, including system shutdown. 

Name Part number Repair code 

Not relevant 

6.2 Spare parts 

Bezeichnung Sachnummer Reparaturk 

ennung 

OpenStage 80 SIP iceblue S30817-S7404-E101 R 

OpenStage 60 SIP iceblue S30817-S7403-A101 R 



OpenStage 60 SIP lava S30817-S7403-A103 R 



OpenStage Key Module 40 iceblue S30817-S7405-A301 Z 



OpenStage Key Module 40 lava S30817-S7405-A303 Z 

OpenStage Key Module 60 lava S30817-S7405-A203 Z 

OpenStage Busy Lamp Field 40 iceblue S30817-S7406-A101 Z 

OpenStage Wall Mount Unit iceblue L36363-A465-C571 NR 

OpenStage Wall Mount Unit lava 

L36363-A465-C573 

NR 

OpenStage PSU EU C39280-Z4- 

C697/C510 

OpenStage PSU UK C39280-Z4- 

C698/C512 

OpenStage PSU US C39280-Z4- 

C699/C511 

R: repair 

NR : no repair 

Z = obligation to send back 


Page 10 of 11 Issue 1.1 dated 03/2007 

NR 

NR 

NR

7 Data Protection and Information Security 

Country-specific regulations must be observed. 

8 Abbreviations 


BLS Back Level Support 

ELM Enterprise Line Manager 

GBK Division code 

ICTS International Case Tracking System 

KMOSS Knowledge Management for Operational Support and Service 

RCC Remote Clearing Centre 

MTBF Mean Time Between Failure 

STM Service Time Management

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