Unify OpenScape sucks

I have to work with a Unify OpenScape Business X5 for my job. The plan is to switch to an open source solution by the end of the year, but that doesn’t stop me from giving my opinion on this pile of rubbish.

And because it works so well with points, here are a few:

1. The Unify OpenScape Business X5 consists of two devices, each of which has its own IP address. Due to a reorganisation in the network, the subnet mask was changed from /24 to /20. This change should of course also be made on the two interfaces of the system. However, when I try to do this via the configuration of the interfaces, I get an error message on the first interface that the subnet mask must be identical to that of the second interface. Er, what do you mean? Am I supposed to open two browser windows and change both in the same microsecond? Of course not. The trick is to go through the setup wizard again and make the adjustment there. No shit sherlock!

2. The system is capable of SIP, but not in one of the core functions, the agents. Agents are extensions that can connect to the queue in order to receive calls from our hotline. If you’re thinking, cool, I can just install any SIP client in my home office and connect to the system via VPN: you’re wrong. Agents can only work via their own HFA protocol. Thanks for nothing.

3. Let’s stick with HFA. There is exactly one usable client (Communication Client), but it stopped in development somewhere between 1990 and 1995. Configuring it is a PITA.

4. The usual: do you want to use function X? No problem, here’s your licence. Only costs two souls and lunch at the Ritz.

5. Back to the queue. It regularly happens that the queue is full of callers but not a single agent rings. You then have to sit it out, after a few minutes the queue continues. And that has nothing to do with idle times. Support has still not been able to find the error.

6. Call Forwarding. I regularly switch between three devices. The first is my office phone, so no call forwarding. The second device is my smartphone and the third is my landline at home, which I use in my home office. To configure call forwarding, I have to open Edge, log in to the web interface, click on ‘Setup’, click on ‘UC Suite’, click on ‘User directory’ and search for my number. From a predefined list of destinations, I can switch between ‘At home’, ‘Away’ or ‘No forwarding’. It is not possible to create my own names. It is also not possible to change the diversion using the practical speed dialling function.

7. Edge! No joke, this is the only browser in which the web interface works reasonably well. Admittedly, I haven’t tested Internet Explorer.

Conclusion: Hands off this junk.

Rant over.