A

Project Report

on

UNIFIED COMMUNICATION

Submitted for the partial fulfillment of the requirement

for the award of the Degree of

BACHELOR OF TECHNOLOGY

In

COMPUTER SCIENCE & ENGINEERING

by

Prakhar Pratap Singh

Under the Supervision of Under the Supervision of

Ms. Diksha Pandit (IBM) Mr. Tarun Atoria

DIT UNIVERSITY, DEHRADUN, INDIA

(State Private University through State Legislature Act No 10 of 2013 of

Uttrakhand and approved by UGC)

Mussoorie Diversion Road, Dehradun, Uttrakhand-248009, India

2016-2020

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 DECLARATION

This is to certify that the Project entitled “UNIFIED COMMUNICATION” in partial

fulfillment of the requirement for the award of the Degree of Bachelor of Technology
in Computer Science & Engineering, submitted to DIT University, Dehradun,
Uttarakhand, India, is an authentic record of my own work carried out during the
period (February) 2020 to (June) 2020, under the supervision of Mr.Tarun Atoria.

The matter embodied in this Project has not been submitted for the award of any other
degree or diploma to any University/Institution.

Signature

Name of Candidate:
Prakhar Pratap Singh

Roll No:
160110031

Date: 14-04-2020

Place: Gurugram

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 CERTIFICATE

This is to certify that the Project entitled “UNIFIED COMMUNICATION” in partial

fulfillment of the requirement for the award of the Degree of Bachelor of Technology
in Computer Science & Engineering, submitted to DIT University, Dehradun,
Uttarakhand, India, is an authentic record of bona fide research work carried out by
Mr. Prakhar Pratap Singh, Roll No.160110031, under my supervision.

Signature and Name of Signature and Name of

Mr. Tarun Atoria Ms. Diksha Pandit (IBM)

Supervisor(s) (Company) Supervisor(s) (College)

HOD of Department
Dept. CSE

Date: 14-04-2020

Place: Gurugram

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TABLE OF CONTENT

DECLARATION 2

CERTIFICATE 3

ACKNOWLEDGEMENT 6

CHAPTER 1: INTRODUCTION 7

CHAPTER 2: COMPANY PROFILE 8

2.1: FACTS AND FIGURES 8

2.2: HELLA INDIA AUTOMOTIVE PRIVATE. LTD. 9

CHAPTER 3: UNIFIED COMMUNICATIONS 12

CHAPTER 4: TECHNOLOGY USED 15

4.1: SKYPE FOR BUSINESS 16

4.2: IP TELEPHONY 16

4.3: OPENSCAPE VOICE 18

4.4: POLYCOM 19

4.5: MPLS 20

4.6: CMP 21

4.7: DLS 22

4.8: HIPATH 22

4.9: XPRESSIONS 23

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 4.10: OTRS 24

4.11: UNIFY 24

CHAPTER 5: TOOLS USED 25

CHAPTER 6: TASKS PERFORMED 27

6.1: ACCOUNTING COMPLIANCE USING HIPATH 27

6.2: IP PHONE CONFIGURATION AND BOOT UP PROCESS 28

6.3: FAX TO EMAIL SERVICES 29

6.4: OTRS: TICKET HANDLING 29

6.5: DID RANGES ROUTING 30

CHAPTER 7: CONCEPTS 31

7.1: VoIP (VOICE OVER INTERNET PROTOCOL) 31

7.2: TICKET HANDLING 32

7.3: OPENSCAPE WEB AND DESKTOP CLIENT 33

CHAPTER 8: CONCLUSIONS 35

REFERENCES 36

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 ACKNOWLEDGEMENT

It is with a deep sense of gratitude, I acknowledge the efforts of entire hosts of well-
wishers and mentors who have in some way or other contributed in the success and
completion of this internship project.

This is a matter of pleasure for me to acknowledge my gratitude to Hella India

Automotive Private Ltd. corporate office in Gurugram for providing me with the
opportunity to explore my abilities via this internship program.

I would like to record my sentiment of gratitude to my esteemed supervisor Mr. Tarun

Atoria, Assistant Manager (IT), for his endeavoured approach and guidance by which
it has been possible for me to gather theoretical and practical knowledge required in
preparing this report.

I am grateful to all the employees of the Information Technology department who have
assisted and advised me during my internship.

I would lastly like to thank my family and all my friends who have directly or indirectly
supported and encouraged me throughout the duration of my internship.

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 CHAPTER 1: INTRODUCTION

Unified Communications defines the ongoing process of convergence that is happening

in the market, bringing together vendors, technologies, applications, processes, and
users. It is the integration of all separate communications components into a
homogeneous, efficient, productive user experience.

Presently, a student pursuing bachelor’s degree in Technology in the discipline

Computer Science and Engineering, I had the privilege to work with the
Communications and IT team of a leading tycoon in Automotive Industry, Hella India
Automotive Private. Ltd. at the corporate office in Gurugram as a part of my four
months of summer industrial training.

The project report includes a concise summary about the tools and services i learnt and
managed under the generic umbrella concept of Unified Communications. I have made
a sincere effort to study and record services like VoIP (Voice over Internet Protocol),
Fax-to-Email, Accounting Compliance, Deployment, User Management, OpenScape
Web and Desktop Client, Fault Management, Ticket Handling, provided by the
Communications and IT department at Hella and to highlight their role in smooth
delivery of services to Hella employees all across the world thereby enhancing
collaboration and improving individual and business efficiency.

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 CHAPTER 2: COMPANY PROFILE

HELLA: GLOBALLY POSITIONED, INNOVATIVE AND PERFORMANCE-

ORIENTED, FAMILY-OWNED COMPANY

HELLA is a global, family-owned company listed on the stock exchange that employs
some 39,000 members of staff at over 125 locations in some 35 countries. The HELLA
Group develops and manufactures lighting and electronic components and systems for
the automotive industry, and also has one of the largest trade organizations for
automotive parts, accessories, diagnosis and services within Europe. In the Special
Applications segment, HELLA also develops products for specialist vehicles. Complete
vehicle modules, air-conditioning systems and vehicle electrical systems are produced
in joint venture companies. With almost 8,000 people working in research and
development, HELLA is one of the most important innovation drivers on the market.

2.1: FACTS AND FIGURES

HELLA has achieved sales of around 7.00 billion Euros in fiscal year 2018/2019.
Additionally, HELLA is one of the world’s top 50 global automotive suppliers and
ranks among the 100 largest German industrial companies. A central part of our strategy
is gaining a global presence in significant growth markets. In fiscal year 2018/2019 we
generated one third of our consolidated sales in the markets outside Europe. Around the
globe, HELLA has approximately 39,000 employees, almost 8,000 of whom work in
R&D. Not standing still in development, working out ideas and taking them into serial
production is what drives us, every day.

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2.2: HELLA INDIA AUTOMOTIVE PRIVATE. LTD.

HELLA India Automotive Private. Ltd. (HIA) was established as a 100% subsidiary
of HELLA GmbH & Co. KGaA in 2005. It has its presence across major automobile
hubs in India with six locations- Corporate office in Gurugram, Plant in Dhankot
(automotive electronics) and 2nd Plant in Becharji, Gujarat, Global Electronics
Development Centre in Pune, Global Lighting Engineering Centre in Chennai and
Coimbatore. HIA employs more than 1,600 people. HIA offers automotive electronics
solution in the fields of body electronics, energy management, steering systems,
horns, sensors and actuators to the passenger and commercial vehicle segments.

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HIA’s current and planned product portfolio for India includes-

 BODY ELECTRONICS: Body control modules,

Car Access Passive Entry, Remote Keyless Entry,
Smart Mood Lighting, Reverse Park Assist
System, Immobilizer, Connectivity Solutions
 ENERGY MANAGEMENT: Intelligent Battery
Systems, DC/DC Converters, DC/DC Stabilizer,
Fuel Control Module, Current Sensor
 ELECTRIC POWER STEERING: Steering
Control Module, Steering Torque & Angle Sensor
 SENSORS: Accelerator Pedal Sensor, Position
Sensor, Oil Level Sensor, Climate Sensor, Rain
Light Sensor
 ACTUATORS: Headlamp Levelling Actuator,
Vacuum Pump, Body Actuators, Electronic Horn,
Engine Compartment Actuator
 2/3-WHEELER MARKET: Multifunction
Connectivity ECU, Motor Controller, Motor

Major customers include Maruti Suzuki, Ford, Renault Nissan, Lumax, Mahindra,
Tata Motors, Honda, General Motors, etc.

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Hella India Automotive is departmentalized into:

 IT: subset of Information Management Dept., responsible for providing

and managing IT Infrastructure and Services like Network, Security, Storage,
IP Telephony, Email Communication.
 HR: responsible for tracking employee performance records, handling
appraisals and recruitment when needed.
 Finance and Controlling: manages expenses, revenues, hands out salaries and
works to minimize costs for a project delivery.
 D&D and Program Management: designs and implements new products and
keeps the quality of delivered products in check.
 Sales and Marketing: to project products out to prospects with a motive of
pulling maximum sales.
 Project Management: for time-lining, scheduling, delegating a project and
reviewing its progress by effective means.

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 CHAPTER 3: UNIFIED COMMUNICATIONS

Currently, there are large number of communication channels, and of different types,
made available to technology users. Email, Telephony (fixed-line, mobile, VoIP-
based), Audio/Video conferencing, Presence, Social Networks are just a few of the
numerous existing channels. Unified communications (UC) is a generic term to
describe the efforts to integrate all the apps and communication channels to allow users
to have all information easily accessible, irrespective of when and where they need
access enabling businesses and individuals can manage all their communication
as one entity.

The Hella Group divides all its offices in 35+ countries in three regions which are:
APAC (Asia- Pacific), NSA (North South America), and EMEA (encompassing all
offices at European countries) and to enable the business to be run at all times, the IT
Department needs to provide 24x7 IT Services for better collaboration between inter-
and intra- office teams and 24x7 IT Support to ensure smooth delivery of services and
easy resolving of trouble, if any. To meet these requirements, the Hella Group uses a
plethora of technologies and tools ranging from Skype for Business for chat
communication, easy screen sharing, and to check presence of fellow employees, IP
Telephony for efficient, feature-rich cost effective voice communication, OpenScape
Voice System integrated with Unify for voice communication and integrated with
Polycom for video conferencing, MPLS (Multi- Protocol Label Switching) links in
primary-secondary redundancy configuration for inter-WAN connectivity, integration
of CoBra with Microsoft Outlook for enhanced conferencing features via email
communication, HCD (Hella Corporate Directory) acting as a central database that
anyone inside Hella can use, UC Applications Server to manage desk phone and soft
phone services, CMP (Common Management Portal) for User Management and Fault
Management, DLS the deployment server, HiPath Server to keep accounting details of
all employees, Xpressions Server to manage Fax-to-Email, Voicemail services., OTRS
for Ticket Handling and User Support, etc.

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Unified communications (UC) is the integration of communication technologies to help
employees exchange ideas and do their jobs more effectively. An effective UC plan can
help tie a variety of interoperable communication tools to business processes and
applications.

Popular UC components include:

Voice - Most UC offerings are voice-centric because the leading vendors have deep
roots in telephony.

Conferencing and collaboration - In addition to audio, video and Web conferencing,

these components include collaboration features such as shared virtual workspaces,
white boarding, file sharing and document sharing.

Presence technology - Presence servers gather presence information from various

sources and provide unified presence information to end users or applications.

Instant messaging - Enterprise IM systems offer security and privacy that public IM
services cannot.

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Speech access and virtual assistants - Virtual assistants provide intelligent screening
and allow end users to filter messages and access calendars, contacts, voice and video
through voice command.

Mobility - Integrating the mobile users' voice and real-time communications services
with core enterprise communications lets they do their jobs regardless of location.

Unified messaging - Unified messaging (UM) integrates voice, fax and email messages
and message notification. Most UM products add a variety of advanced call and
message management functions, including desktop call screening of inbound calls, find
me/follow me, live reply or call return, and cross-media messaging.

An important aspect of every successful UC deployment is the integration of

communication and collaboration technology with business processes and workflow
applications. In addition to reducing the need for employees to use shadow IT, a unified
communication plan can reduce bottlenecks that occur when a person or program must
wait for human input. For example, UC technologies can be used to automate contact
with the next person in a sequence of steps or facilitate set-up for an ad hoc meeting
with geographically-dispersed attendees.

Unified communication systems can be deployed in-house, in the cloud or as hybrid

services. In a Unified Communications as a Service (UCaaS) delivery model,
communication and collaboration applications and services are outsourced to a third-
party provider and delivered over an IP network, usually the internet. UCaaS is known
for providing high levels of availability (HA) as well as flexibility and scalability for
core business tasks.

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 CHAPTER 4: TECHNOLOGY USED

 Skype for Business

 IP Telephony

 OpenScape Voice

 Unify

 Polycom

 MPLS

 CoBra with Microsoft Outlook

 HCD

 UC Applications

 CMP

 DLS

 HiPath

 Xpressions

 OTRS

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4.1: Skype for Business

Skype for Business is enterprise instant messaging software developed by Microsoft as

part of the Microsoft Office suite. It is designed for use with the on-premises Skype for
Business Server software, and a software as a service version offered as part of Office
365.

4.2: IP Telephony

IP telephony (Internet Protocol telephony) is a term used to describe technologies that

use a variety of protocols to exchange voice, fax, and other forms of information,
traditionally carried over the Public Switched Telephone Network (PSTN). The call
travels in the form of packets, over a Local Area Network (LAN), or the Internet,
avoiding PSTN tolls.

Starting in the mid, to late 1990s, the Internet and the TCP/IP protocol began to drive
the telephone and communications industry to change. The Internet Protocol became
the transport for almost all data communications. Today, all communication carriers are
using an IP infrastructure for a part, or for all of its voice services. Most companies
have already switched from PSTN to using VoIP (Voice over IP) for their internal voice
communications or have plans to implement it as part of their Unified Communications
solution.

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IP Telephony in Business

The benefits of IP telephony in corporate environments are numerous, but are mostly
narrowed down to cost considerations related to infrastructure and monthly telco bills.
Modern VoIP PBX solutions, like 3CX, allow for companies to run the system on
existing, non-proprietary hardware as well as low-cost machines such as Mini-PCs.
Traditional phone systems and proprietary VoIP solutions require extensive
implementation of closed architectures, which can cost hundreds of thousands of dollars
and are much more difficult to manage, configure and maintain. Open standards IP
telephony systems are also much easier and more cost-effective to scale.

The use of VoIP and SIP trunk service providers means that phone bills are greatly
reduced. This is because companies can easily connect branches in other cities and
countries, making calls within the company free. Long-distance charges are slashed and
overall call rates are much cheaper.

Business telephone systems are now able to offer much more to companies that standard
telephone calls. IP telephony has ushered in the development of unified
communications solutions which can provide a complete communications package all
in one, to be ran over a single network and on one platform. This means that businesses
can easily manage calls, use video conferencing, collaborate, chat and more through a
single service. These solutions have also allowed users to make VoIP telephone calls
through their smartphones and computers, either with the use of apps or web clients.

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4.3: OpenScape Voice

OpenScape Voice allows you to provide voice services from a central information
processing center, just as the services of other business applications, thereby
significantly reducing your cost: generally more than 20%. At the same time, you can
provide the same set of full features and provide the same skills across your network.
This solution has a unique open architecture of carrier-grade softswitch based on SIP
protocol, which forms the basis for Universal Communications and provides advanced
set of features. This solution is ideal for medium and large companies, as well as for
managed service-class service providers.

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4.4: Polycom

Polycom SoundStation 2 is ideal for small and medium conference rooms seating up to
10 participants. The speakerphone delivers exceptional performance and voice quality,
making your phone conference calls clearer and more productive. SoundStation 2 also
provides natural, simultaneous, two-way conversation without the clipping or drop-outs
that are common in traditional speaker phones. Users can speak in a normal voice and
be heard clearly up to ten feet (3-meters) away.

 For crystal-clear phone conference calls, Dynamic Noise Reduction (DNR)

actively removes background noise such as projectors and ventilation systems
 360-degree microphone coverage with intelligent mixing highlights the person
speaking, not the distracting ambient sounds
 No more buzz technology resists interference from mobile phones and other
wireless devices, improving communication in the workplace, with no
distractions

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4.5: MPLS

Multiprotocol Label Switching (MPLS) is a technology used within computer

network genesis to regulate data traffic and speed up the time that data packet takes to
flow from one node to another.

In conventional routed IP networks, whenever a packet arrives, the router makes an

independent forwarding decision thus making the process complex and slow. On the
other hand, MPLS provides a unified data carrying service for packet switching and
circuit-based clients. The MPLS architecture can be installed seamlessly over any
existing structural design such as IP, Frame Relay, Asynchronous Transfer Mode
(ATM), or Ethernet.

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4.6: CMP

Cloud Management Platform (CMP) provides cloud consumer a way to manage the
cloud computing products and services across multiple cloud infrastructures, including
both public and private cloud. Gartner says Cloud Management Platforms are integrated
products that provide for the management of public, private and hybrid cloud
environments.

The minimum requirements for CMP offerings Gartner sets as "products that
incorporate self-service interfaces, provision system images, enable metering and
billing, and provide for some degree of workload optimization through established
policies."

Capabilities of a Cloud Management Platform (CMP)

 Self-service
 Service Catalogs
 Resource Management
 Governance
 Financial Management
 Security

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  Integration
 Reports and Dashboards

4.7: DLS

DLS Internet is a successful provider of Information Technology and Voice over IP

solutions for small and medium size enterprises. The company is privately held and
enjoys strong expertise in IT networking, network security, data center operations,
VoIP telephony and fixed wireless broadband (RF). DLS Hosted PBX Service was
launched in 2005. Today, DLS Hosted PBX service has maturity level that will appeal
to businesses that want a competitively priced phone system with a broad set of features
and capabilities. DLS Hosted PBX handsets can be found on every continent, even in
remote oil production facilities in the middle of Atlantic Ocean.

4.8: HiPath

HiPath 3000 is a powerful, reliable communication platform for every sector of

industry.

It offers you the variety of services of classic telephony, combined with state-of-the-art
solutions for Unified Communications.

And all in one single, flexible and cost-saving configuration. As a modular

communication platform, HiPath 3000 is able to satisfy the requirements of companies
with stringent demands. It is a flexible and scalable solution that can be combined with

22
an incredibly broad range of applications and features and coordinated with the
individual requirements of your company.

HiPath 3000 is an innovative and flexible convergence platform that perfectly adapts
communications to the company structure medium-sized businesses. Whether your aim
is to enhance growth or seamlessly integrate branch offices or mobile staff, the three
expansion stages of the HiPath 3000 are the perfect solution for optimizing costs and
business processes.

HiPath 3000 Real Time Services Manager supports optimized HiPath network
administration for up to 32 nodes and 1,000 stations. It also provides real time services
and features on a network-wide and cross-system basis.

4.9: Xpressions

The OpenScape Xpressions PhoneMail voicemail system enables you to access

messages in your OpenScape Xpressions mailbox by telephone.
You can operate the system as individual voicemail system or use it to access your
mailbox in a Unified Messaging environment. In this way it is possible to manage all
messages delivered to the OpenScape Xpressions mailbox almost exclusively by
telephone (TUI) instead of via a client application (Web Assistant, Microsoft Outlook,
Lotus Notes, Communications etc.).
You can:
 Record and send voicemails.
 Edit messages of different types that have been delivered to your own mailbox.
For example, play voicemails, print out fax messages and have e-mails read out,
or answer such messages and forward them.
 edit your personal mailbox settings

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4.10: OTRS

OTRS (Open Technology – Real Service) is an open source ticket request system with
many features to manage customer telephone calls and emails. It is distributed under
the GNU General Public License (GPL) and tested on various Linux platforms. Do you
receive many e-mails and want to answer them with a team of agents? You’re going to
love OTRS!

4.11: Unify

The company provides software-based enterprise unified communications including

voice, Web collaboration, video conferencing and contact center, networking product
and services.

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 CHAPTER 5: TOOLS USED

1) Common Management Portal

2) Communications

25
3) HiPath

4) DLS

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 CHAPTER 6: TASKS PERFORMED

6.1: ACCOUNTING COMPLIANCE USING HIPATH

To ensure every employee using IP telephony services at Hella is being accounted

and charged correctly, existing accounts are maintained, new accounts are added,
and accounts deleted upon job termination from the HiPath Server which
automatically syncs accounts to CMP within 24 hours. Following the steps
mentioned below, I checked and updated accounting compliance for over 700
employees across Asia Pacific region during my internship:

1) Log into CMP (Common Management Portal)

2) Select Configuration, then Unified Communication, and finally Contacts under
Business Group icon
3) Search a directory number preceded with ‘+’ in the Filter bar
4) Copy User ID from the search result
5) Search for account on HiPath using User ID
6) Check and update details according to need.

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6.2: IP PHONE CONFIGURATION AND BOOT UP PROCESS

Upon receiving a request/ticket/workflow to set up IP Desk phone or Soft phone,

an IP phone is configured as follows:

1) Log into CMP, select the feature OSV (OpenScape Voice), open Branch List,
and select the branch the phone should belong to.
2) Clone to an existing number from that branch
3) Select an available unused directory number
4) Update Display settings and Security settings
5) Check Features and Forwarding
6) Save changes 14
7) Log into DLS - the Deployment Server.
8) Select Client Configuration from IP Phone drop down menu.
9) Search for existing device with directory number or serial number.
10) Configure SIP settings, Gateway and Registrar.
11) Set Username and Password.
12) Reapply the device profile in IP Device Configuration pop up menu.

To boot up an IP Phone at user premise:

1) Connect to PoE (Power over Ethernet) port

2) Wait for the phone to search for a VLAN
3) Wait for the phone to register with DHCP Server followed by TFTP Server
4) Registration with OSB (OpenScape Branch) completes once .xml
configuration file is received from TFTP Server.

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6.3: FAX TO EMAIL SERVICES

In a scenario wherein an employee is unavailable to receive a FAX from the

machine, or if a document is highly confidential, users can avail Fax-to-Email
service which allows them to receive any document being faxed to them directly
on their email account. To enable this service, a new account is created on HiPath
using the employee’s User ID on the Xpression Server and necessary settings are
configured. The accounts with active Fax-to-Email service are also managed and
displayed on Communications Tool which automatically fetches data from HiPath
within 24 hours to update its database.

6.4: OTRS: TICKET HANDLING

User Support is an essential aspect to help in an incident of an IT service failure,

repetition of issues, and to avoid incurring same problems again. It also handles
request for new features and services from employees across all Hella offices and
termination of services as per need.

Ticket handling process using OTRS entails:

1) Setting up OTRS Preference: Selecting and highlighting your team queues

2) Recording all incidents
3) Locking and Unlocking tickets
4) Adding internal and external notes

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5) Setting a ticket as pending when further information is needed to find a solution
6) Prioritizing: Upgrading and Downgrading tickets as per guidelines
7) Escalating tickets when needed.

6.5: DID RANGES ROUTING

DID routing helps make International calls between the three regions: APAC,
EMEA, and NSA if possible. I checked DID ranges for NSA from EMEA &
APAC, for EMEA from NSA & APAC, and for APAC from NSA & EMEA
thereby modifying and ensuring all three regions are allowed to make international
calls to each other for better connectivity and collaboration. To check these
settings:

1) Log into CMP.

2) Select option for Translation Codes from navigation menu
3) Check a DID Range entry by double clicking to open it or Add a new entry
when not found by searching using DID Range
4) Save changes.

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 CHAPTER 7: CONCEPTS

7.1: VoIP (Voice over Internet Protocol)

VOIP is an acronym for Voice Over Internet Protocol, or in more common terms
phone service over the Internet.
If you have a reasonable quality Internet connection you can get phone service
delivered through your Internet connection instead of from your local phone
company.

Some people use VOIP in addition to their traditional phone service, since VOIP service
providers usually offer lower rates than traditional phone companies, but sometimes
doesn’t offer 911 service, phone directory listings, 411 service, or other common phone
services. While many VoIP providers offer these services, consistent industry-wide
means of offering these are still developing.

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7.2: Ticket Handling

The information technology (IT) team plays an integral role in maintaining strong
companies, by providing fast technical support to ensure productivity and efficiency
within the company. One of the main jobs of IT departments is responding to ticket
requests, which can come from anyone, at any time. Therefore, IT departments must
implement a system that keeps everyone organized and up to date so that they can
ensure prompt, reliable service.

There are several IT ticketing systems that can help IT departments manage incoming
tickets. Your IT demands will likely vary based on your industry or company;
however, there are many common aspects that you should look for in a tool, like
increasing communication or transparency among workers.

What is an IT Ticketing System?

The core function of an IT ticketing system is to manage all incoming requests from
other departments in a company. Because IT departments tend to have a high volume
of requests, they need a system to manage the lifecycle of every individual request,
from submission to resolution. There are several online programs that provide
services to accomplish this, from simple intake software to more sophisticated tools
that triage and track issues. We’ll take a look at the variety of these functions later
on.

Essentially, an IT ticketing system is designed to keep IT teams up to date on the

status of IT tickets. Each ticket will contain a technical problem or series of problems,
and it is the IT team’s responsibility to resolve these issues in a timely manner. Using
a ticketing system, eases the IT department’s stress by keeping all information
organized in a central hub.

Sometimes, the IT department also doubles as a customer support center or help desk,
and may be staffed by technicians who help people outside the company - typically
customers or other product users - to resolve their technical issues. Regardless of
whether the ticketing system will manage external or internal requests, the program
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should perform similarly. Let’s take a look at some of the most important features to
consider when choosing which IT ticketing system to implement.

7.3: OpenScape Web and Desktop Client

Overview
OpenScape Web Collaboration is a scalable, secure, and highly reliable web
conferencing solution providing rich multimedia collaboration for enterprises of all
sizes. It provides a cost effective and efficient way to deliver meetings with up to
1000 session participants that can be both internal and also external participants.
OpenScape Web Collaboration helps companies reduce over spending on business
travel and third party web conferencing services, while enabling employees, partners
and customers to share more ideas and information, at a moment's notice, and at a
fraction of the cost.

The solution includes the following features:

Usability:
• Simple and intuitive
The OpenScape Web Collaboration client is so intuitive that it doesn't require end-
user training.
• Automatic language recognition
OpenScape Web Collaboration automatically recognizes the language of your
operating system.
• Multi-screen capability
This feature enable users to access computers with several monitors. The user decides
whether you want to see one or all of them.
• Application selection
Application Selection enables users to choose applications which can be presented to
other users.
• Automatic reconnection after lost connection

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If users experience a network problem the OpenScape Web Collaboration session will
automatically reconnect when the network is recovered.
• No installation or configuration
No installation or configuration is necessary, the user just starts the module and
participates in the session
• Changing viewing direction
With this function the user is able to change the viewing direction and decide if they
are the presenter or the viewer.

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 CHAPTER 8: CONCLUSIONS

In the course of my four month long internship, I gained insight into a few out of the
plenitude of services that are provided and managed by the IT department at Hella India
Automotive to ensure smooth intra- and inter- office collaboration. I understood how
Hella reduces costs, gains reliability and improves business efficiency by organizing an
IT department in-house rather than outsourcing IT services. I also realized how
important it is to track and account each IT Service using employee for the services
properly as IT is one of the rare departments in the company that adds to the company’s
expenditure than adding to the revenue directly. At Hella, IT is the foundation at the
bottom that supports the entire organization structure and enables the other
customer facing departments to function smartly, smoothly to fetch projects, customers
and revenue.

I learnt the importance of User Support which undertakes all troubleshooting tasks and
handles tickets and incidents 24x7 to help with solving an issue when a problem occurs
and to prevent an issue before it occurs through proper Knowledge Management.

I had the privilege to visit the server room at HIA, wherein I learnt about various routers,
switches and servers being used and understood how exactly the various domains of
IT: network, storage, compute and support intertwined to make communication
proficient.

It was exciting to feel the concepts of VoIP, Protocols, ITSM that I read about in theory,
come to life and to be able to draw correlation, as these concepts weaved into Tools and
Services being used intensively at Hella.

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 REFERENCES

What is Unified Communication? Retrieved from:

https://www.3cx.com/pbx/unified- communications.html

Hella at a glance. Retrieved from: https://www.hella.com/hella-

in/en/HELLA-at-a-Glance-60.html

Damle, Rajratna. HIA Overview [PDF]. Retrieved from:

https://www.hella.com/hella-in/en/HELLA-India-Automotive-Private-
Ltd-655.html

Communication channels, flows, networks. Retrieved from:

https://courses.lumenlearning.com/wmopen-
introbusiness/chapter/communication-channels-flows- networks.html

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