Data Privacy Statement for OpenScape Contact Center Dashboard and for OpenScape Contact Center Remote Assistant

Contents

Scope
Data Handled by Unify Through myPortal to go
Disclosure of Your Personal Data
Accessing, Correcting and Deleting Your Information
Security
Data Location
Changes to this Data Privacy Statement
How to Contact Unify
Data Protection Officer

Scope

OpenScape Contact Center Dashboard and OpenScape Contact Center Remote Assistant are business apps for iOS and Android smartphones. Both apps are provided by Unify Software and Solutions GmbH & Co. KG, Mies-van-der-Rohe-Strasse 6, D-80807 Munich, Germany (“Unify”). They are compatible to OpenScape Contact Center Extension (OSCC-E) V2R1 systems and higher and support OpenScape Contact Center V8R2. Both apps are an extension for OpenScape Contact Center. Both apps require an OpenScape Contact Center Extensions account (“OSCC-E Account”) which is generally provided to you by your organization (“Your Organization”) and do not run as standalone solution.

OpenScape Contact Center Dashboard and OpenScape Contact Center Remote Assistant connect to a server provided by Your Organization (“OSCC-E Server”). Data exchange takes place between OpenScape Mobile and the OSCC-E Server, Unify is not involved in this process.

This data privacy statement applies to the Personal Data (i) exchanged between OpenScape Contact Center Dashboard and OpenScape Contact Center Remote Assistant and the OSCC-E Server, without involvement of Unify and (ii) collected by Unify. This Data Privacy Statement does not apply to any other of Unify’s products, sites, or services.

You can access this Data Privacy Statement for OpenScape Contact Center Dashboard at http://www.unify.com/us/Home/Internet/web/us/misc/tac/privacy_policy_os_cce.aspx?tac=1

As Unify has no control with regard to how the data is processed at Your Organization, Your Organization may deviate from this Data Privacy Statement. In this case, Your Organization will provide you with further information on these deviations.

Data Handled through OpenScape Contact Center Dashboard and Agent

Personal Data

When we refer to “Personal Data”, we mean any information relating to an identified or identifiable natural person. In fact, this is how the term “personal data” is defined in the EU Data Protection Directive and, based upon it, in the national implementations of the directive into local law. When you use one of the apps, it is inevitable that different types of Personal Data are submitted to, collected by and stored inside the OSCC-E Server. We want you to better understand what kinds of Personal Data we collect, store and process, and for which purposes.

Data Handled When Using OpenScape Contact Center Dashboard and Agent

OpenScape Contact Center Dashboard and OpenScape Contact Center Remote Assistant allow you to use a large number of features provided by OpenScape Contact Center Extensions on your smartphone. With both apps, you may receive realtime data of configured agents and queues with detailed information from the OpenScape Contact Center.

With OpenScape Contact Center Dashboard you can change skills, routing states and routing parameter on the appropriate resources.

With OpenScape Contact Center Remote Assistant you can logon on to the OpenScape Contact Center with the configured user name, change you routing state and manage your post processing state.

When logging on to your OSCC-E Account the first time with either app, the OSCC-E Server address and the login data (user name and password and with OpenScape Contact Center Remote Assistant the remote number as well) is stored on your smartphone.

The configured remote number is a telephone number where the OSCC-E Remote Agent Server routes all appropriated contact center calls to. It is in your responsibility to configure a number which is in your ownership e.g your mobile number.

After successful logon the OSCC-E Server generates a unique session ID which is stored locally on the smart-phone and is used for the further communication. We recommend using a trusted server certificate and using the app in this mode. It is on the responsibility of the OSCC-E server provider to configure the local web server with a trusted certificate from a SSL certificate vendor.

The received real-time data are not stored locally on the smartphone.

Support Data

Unify may collect data when you submit a service request. Such data may include information about your hardware and software environment, time and date, username or other authentication information, content of a conversation, data resulting from diagnostics, system and registry data, error-tracking log files, screenshots and other details related to an incident.

Unify will use the foregoing data solely to provide support services, e.g. via online chat or conversation, phone, email, or via other channels.

Please note that depending on the applicable OpenScape Contact Center support plan additional terms and notices may apply.

Disclosure of Your Personal Data

Unify will not disclose Personal Data outside of Unify except as you direct, or as otherwise agreed. Unify will use Personal Data only to the extent necessary for the performance of Unify’s contractual duties.

Unify occasionally contracts with third parties for supply with services and products such as customer support, data management, and technical infrastructure services on behalf of Unify in form of a commissioned data processing. Unify may provide these third parties with access to Personal Data if and to the extent necessary for them to render their services or deliver their products. These third parties are required to maintain the confidentiality of the Personal Data and are prohibited from using it for any purpose other than that for which they are engaged by Unify. Unify makes the necessary contractual arrangements that are required under the EU Data Protection directive and the applicable local law (e.g. the German Federal Data Protection Act – Bundesdatenschutzgesetz, BDSG) for a legally compliant transfer, or processing, of Personal Data by these third parties.

Unify may share the contact data provided during the signup-process with third parties for purposes of fraud prevention or, where necessary, in order to process payment transactions.

Unify does not share any of your Personal Data with advertisers.

Unify will not disclose Personal Data to a third party (including law enforcement, other government entity, or civil litigant and excluding Unify’s subcontractors, see above) except as you or your organization direct Unify or unless Unify is required to do so by applicable laws. In the event a third party requires Unify to hand over your Personal Data, Unify will inform the third party to request the Personal Data directly from you or your organization. As part of that process, Unify may provide the contact information of the customer contact to the third party. If Unify should be forced by applicable laws to hand over your Personal Data to the third party, Unify will use commercially reasonable efforts to notify you in advance of a hand over, provided this is not prohibited by applicable laws.

Accessing, Correcting and Deleting Your Information

Between Unify and the Your Organization, Your Organization is the responsible entity for all users and all generated user content. The management of Personal Data of Your Organization’s users is a task that is handled by Your Organization internally, e.g. by making use of the administrative facilities provided to Your Organization. Unify will generally obtain consent from Your Organization prior to responding to requests from individual users, unless required otherwise by applicable law.

You may access, correct or delete Personal Data stored on the OSCC-E Server by using the tools provided within the system (for example, editing your profile information) or through the administration console with the help of your organizations’ responsible administrator. Changes you make to your information take immediate effect on your OSCC-E Account.

Before approaching Unify, you should first direct privacy related inquiries to Your Organization that provides access to the systems.

Security

Unify has implemented and will maintain appropriate technical and organizational measures, internal controls, and information security routines intended to protect your information stored at Unify against accidental loss, destruction, or alteration; unauthorized disclosure or access; or unlawful destruction. Specific arrangements about the security measures Unify takes are part of the Data Processing Agreement in place between Your Organization and Unify

Please contact Your Organization for information about technical and organizational measures in place with regard to your information stored in the OSCC-E Server.

Data Location

Personal Data stored at Unify may be transferred to, stored and processed in countries outside the EU, e.g. in the United States or in any other country where Unify or the Unify Affiliates or their service providers maintain facilities. Unify has made the necessary contractual arrangements that are required under the EU Data Protection directive and the local applicable laws (e.g. the German Federal Data Protection Act – Bundesdatenschutzgesetz, BDSG) for a legally compliant transfer, or processing, of Personal Data.

Please contact Your Organization for information about any transfer, storage or processing of Personal Data in countries outside the EU in the course of the operation of the OSCC-E Server.

Changes to this Data Privacy Statement

Unify may occasionally update this Data Privacy Statement to reflect customer feedback, changes in the app or in the OSCC-E Server, and updates to applicable data privacy laws and regulations. Prior to making such changes effective, Unify will notify you and Your Organization through the customer contact in advance by posting a notice on the login page. Unify will provide a link under which you can review the updated statement. Depending on your or Your Organization’s settings, Unify may instead, or in addition, send a notification email, or post a message inside the system. These notification(s) will be made independent of, and do not intend to limit, any notification procedure agreed with Your Organization in the Agreement.

We encourage you to periodically review this privacy statement to learn how Unify is protecting your data.

How to Contact Unify

Unify welcomes your comments. If you have questions about OpenScape Contact Center Dashboard or Open-Scape Contact Center Agent, or Unify’s privacy and security commitments, please contact Unify  at https://unify.com/en/contact-us.

Data Protection Officer

You may address any concern about Unify’s use of your Personal Data to Unify’s data protection officer. You may also send any inquiries about information on Unify’s use of Personal Data, as well as requests for the blocking or deletion or correction of your Personal Data, to Unify’s data protection officer. The Unify data protection officer can be contacted via email: dpo-global@atos.net .