Integrating yourBusiness Processes withUnified Communications
Russell JF KirkGrey ConvergenceMVP Office Communications Server
Agenda
Unified Communications UC
Communications Enabled Business Processes CEBP
Group ChatPersistent topic based conversations
Key Features List of available Chat Rooms
Chat Room History
Customizable filters and alerts
Archiving for compliance
Teams can collaborate with each other by participating in topic based discussions that persist over time.
Communications DevicesNew devices sold by Microsoft partners
Key Features USB and standalone devices
Optimized for use with Office Communicator
Enhanced voice quality
Improved ergonomics
Complement a user’s PC telephony with devices that provide a familiar form factor.
Communicator MobileMobile clients for IM/Presence
Key Features JME support for Nokia S40,
Motorola RAZR devices Single number reach Simultaneous multiple IM sessions GAL search for contacts
Employees can use their mobile phone as an extension of their business phone and communicate using presence and IM.
Communicator Attendant Call management application for team assistants
Key Features Single Screen UI for multi-call handling Rich presence in contact list and groups Incoming conversation queue Consultative, Safe & Blind transfers
Integrated conversation history, templates & notes.
Client-side Music on Hold Repeat caller notification
Team assistants and receptionists using presence to manage conversations and provide fast, efficient service to callers.
Communicator Web AccessHTML-based IM, presence, & desktop sharing
Key Features Consistent experience, no training
Ability to invite anonymous users
Cross-platform support, zero client
Multi-party instant messaging Web based desktop sharing Add audio to an existing session by
OCS dial out to a preferred device
Use a web-based version of Office Communicator to find people, see their presence, IM with them, desktop share, or start an audio conference.
DelegationCall management by assistants on behalf of executives
Key Features Multiple-delegate support
Designate back-up delegate
Visual and Email notifications of calls handled by delegate
Assistants can place and receive calls , initiate and join conferences and quickly transfer calls on behalf of the executive.
Cross Platform Desktop SharingCommunicator based sharing of desktop programs
Key Features One click sharing from Communicator CWA* for browser based experience
Call Me Fast rendering
Collaborating users can share their desktop programs across different platforms.
* Communicator Web Access
Key Features Support for VGA* and HD** for peer
to peer video on capable PCs Interop with Polycom and Tandberg
end points User or IT configurable resolution
setting
Collaborating users can easily use off the shelf web cams to participate in video communications.
Higher Definition VideoHigh quality video conferencing
* Resolution 640 x 480, ratio 4:3** Resolution1280 x 720, ratio 16:9
Save conferencing costs by setting up an on-premise audio-conferencing bridge for both internal and external users.
Dial-In ConferencingOn premise audio conferencing bridge
Key Features Supports VoIP and/or
PSTN dial-in Conferencing Attendant Scheduled or reservation-
less conference
IT administrators can maintain logs of calls for compliance reasons and monitor quality.
Call MonitoringCall records and voice/video quality
Key Features Single server for all monitoring Immediate access to call data Usage reporting / ROI analysis Export into billing, compliance,
asset mgmt systems
Teams can set up a call workflow to answer incoming calls , route to a queue and deliver to an available team member to respond to the inquiry.
Response GroupUser configurable call treatment, queuing & routing
Key Features IVR , Speech Recognition and
Text-to-Speech Call Treatment
User-configured routing rules
Serial, parallel, longest Idle & round robin routing
Call Queuing with Music on Hold
Agent presence aggregation
Call context on inbound calls
IT administrators can consolidate telephony and cellular call records for compliance and billing purposes.
Single Number ReachOne number for reaching and identifying end users
Key Features Single Voicemail CDRs include
cellular calls Dial plans extend to
cellular calls
Organizations can reduce costs and simplify management by directly connecting to the PSTN over SIP without on-premise gateways .
SIP TrunkingDirect connectivity to the PSTN using SIP
MediationServer
SIP
Office Communicator
OCS 2007 R2IM, Presence, AudioVideo, Conferencing
ITSP: Access to PSTN and
Mobile Phone Networks
Key Features Direct SIP connectivity
between Mediation Server and ITSP
Session Border Controller not required on customer premises
Microsoft participating in SIPConnect working group
Developers can easily embed Rich Presence in any application using Microsoft’s Presence Controls, and Presence code samples.
Extending Contextual CollaborationCommunicate with context from within applications
Key Features Build “Rich Presence”
into any application Power up
“Click to Communicate” Display communications
context in LOB applications
Great Tools
Robust Platform
The Microsoft UC PlatformSoftware-powered UC
E-M
ail a
ndU
nifie
d M
essa
ging
Ente
rpris
eTe
leph
ony
Conf
eren
cing
Software Platform
User Experience
Com
mon
Man
agem
ent
Code Samples
Comprehensive APIs
Inst
ant
Mes
sagi
ng
Gro
upCh
at
R2 Unified Communications Platform
OCS 2007Speech Server
Office Communications Server 2007 R2
OCS 2007Communicator Web Access
Server
Exchange 2007Client Access
Server
Contextual Collaboration Business Process Communication
Anywhere Information Access
Clie
nt
Mid
dle-
tier
Unified Communications
AJAX Service
Unified Communications Managed API 2.0
Unified Communications
AJAX Service
Your Application
Speech Server Managed API
Windows Workflow Activities
&VoiceXML / SALT
Your Application
Your Application
Your Application
AJAX code samples
UC Workflow API
UC Workflow Activities
Your Application
Windows Server
Windows Server
Office Communicator2007
Unified Communications Client API
Your Application
Presence Controls
CommunicatorAutomation API
Your Extensions
Your Application
ExchangeWeb Services
Your Application
Exchange Web Services Managed API
Contextual Collaboration
Embed Presence & Click to Communicate
Communicator Automation APIUC AJAX SDKUC Client API 1.0 SDK
Embed PIM InformationExchange Web ServicesEWS Managed API
Build Communications ClientUC Client API 1.0 SDKUC AJAX SDK
Business ProcessCommunications
Send Alerts & Notifications UC Managed API 2.0 SDK
Query PresenceUC Managed API 2.0 SDK
Do Outbound CallsUC Managed API 2.0 SDKSpeech Server (2007) SDK
AnywhereInformation Access
Automated Agents (Bots)UC Managed API 2.0 SDK
Speech IVRSpeech Server (2007) SDK
Which API or SDK for what Functionality?
Contextual Collaboration in Outlook 2007
Custom Outlook 2007 Add-In
Contoso Retail Proof of ConceptSales Associates in one store communicating with associates in other stores.
Agent initiates internal consultation request. Customer details and
contextual data is automatically included with invite to consultant.
It’s not just Microsoft
GartnerCommunications Enable Business Processes CEBPUnified Communications & Collaboration
Office + SAP = Duet
Partners with SalesForce and Google Maps
Desktop integration
UC Managed API enables developers to build robust and scalable server-side communications capabilities into business processes
Updated APIs for OCS 2007 R2Cut down the human latency in business process communications
Key Features High volume outbound
notifications and alerts Outbound Automated
Agentsvia chat or the phone
Role Agents
Development of Communications-enabled Business Processes are easy with Visual Studio 2008 based GUI tools like UC Workflow Activities
Visual Studio IntegrationExtend the reach of your application for Anywhere Information Access
Key Features Build query-response bots Build Interactive voice
response applications for telephone access
Visual Studio plug-in makes communication actions or information queries easy
What can you do with the OC 2007 SDK?
OC 2007 R2 SDK
Sign In/ Sign Out
Presence
Contacts
IMVOIP/ Phone
Video
Conferencing
Choosing Integration Technology
OS
Windows OC SDK or UC AJAX SDK
Non-Windows UC AJAX SDK
Windows – Web Applications
*Name.Ctrl is installed by Office* Requires Communicator to be running on the desktop.
FireFox
UC AJAX SDK
IE
Name.ctrl(used by SharePoint and
installed by Office)*Custom ActiveX* UC AJAX SDK
Office Communicator
Windows – Managed Code
Winforms
Presence Controls* (OC Automation SDK)
WPF
WPF Presence Controls*
(OC Automation SDK)
*Requires Communicator to be running on the desktop.
Windows – Win32 Code
Any applicationsupporting ActiveX: InfoPath Lotus Notes
Win32
Custom ActiveX Control*
(OC Automation SDK)
*Requires Communicator to be running on the desktop
Summary
If you’re not yet deploying OCS:Connect business process with your applications
using partner products. Deploying OCS:
Dynamics, Duet, partner apps.Presence enable phone directory. Internal support desk BOTs.
Resources
Microsoft TechNethttp://technet.microsoft.com/en-gb/office/
bb267356.aspx Microsoft MSDN
http://msdn.microsoft.com/en-us/office/aa905374.aspx
UCcommunity.org.uk GotUC.net GotSpeech.net
Q&AIn today’s business world it is a competitive advantage
to be able to communicate quickly and efficiently.
www.microsoft.com/uk/AICFeedback
How do I UC enable my organisation? Room 4
[email protected] 07976 161898
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