Transcript Albert Kooiman Chris Mayo Senior Product Manager UC Technical Evangelist Microsoft Microsoft Jon Rauschenberger Chief Technology Officer Clarity Consulting UNC201

Albert Kooiman
Chris Mayo
Senior Product Manager UC Technical Evangelist
Microsoft
Microsoft
Jon Rauschenberger
Chief Technology Officer
Clarity Consulting
UNC201
Old Telecommunications World
Many heterogeneous, proprietary systems
Many “islands” of communications
Closely tied to hardware
Hard to integrate
Multitude of clients
No or limited public APIs
Hard to customize
Hard to extend
Requiring specialized resources
For development
For maintenance
Voice Mail
Audio
Conference
Web
Conference
Instant
Messaging
Enterprise
Telephony
Video
Conference
Microsoft Unified Communications
Increased productivity through
communications convergence
Application
Sharing
Calendaring
Contact
Management
Web
Conferencing
Presence
Audio / Video
Conferencing
Enterprise
Telephony
Inbox
Voice Mail
Instant
Messaging
E-mail
The Microsoft UC Platform
Software-powered unified communications
• Enterprise grade
Conferencing
Enterprise
Telephony
• Extensible software foundation
Instant
Messaging
• Productivity-enhancing applications
E-Mail and
Unified Messaging
Unified
User Experience
Software Platform
Common Management
• Efficient application creation
Unified Communications
Platform Capabilities
Enable integration of collaborative experiences in software
Contextual
Collaboration
Business
Process
Communications
Anywhere
Information
Access
High Level Benefits
Of collaborative experiences in software
Increase productivity
by communicating
with context
from within any
desktop application
Cut down
the human latency
in business
processes
Provide
remote access
to information
via the telephone or
communicator client
Unified Communications in Retail
Chris Mayo
UC Technical Evangelist
Microsoft
http://blogs.msdn.com/cmayo
Person-to-Person Communications
Communicate with context from within any desktop application
Contextual
Collaboration
Business
Process
Communications
Anywhere
Information
Access
Contextual Collaboration
What can you do with this?
UC Platform Capabilities
Contextual
Collaboration
Business
Process
Communications
Anywhere
Information
Access
Build “Enhanced Presence” into any application
Enable the context sensitive contact lists
Embed real-time availability status information
Power up “Click to Communicate”
Enable the use of Enhanced Presence
to determine the best way to communicate
Display communications context in LOB applications
Display PIM information from Exchange directly inside your application
Build Calendaring solutions based on Exchange
Provide context within the conversation
Windows Vista Gadget
Gadget
Voice Mail Notification
Setup
GE Healthcare
TECHNICAL SYNERGY
• GE radiology information
system/picture archive
• Contextual collaboration for
radiologists
• Integrated MS UC:
• Presence
• IM
• VoIP
• Image Sharing
• Critcal time savings
GE Picture Archival and Retrieval System
Context Sensitive Contact List
Click to Communicate
Transfer Context With Conversation
Built in Voice-Over-IP Telephony
Built in Data Sharing/Conferencing
Solution
An OCS based Security Kiosk allows employees and visitors
access to buildings using a self service touch screen while
meeting Global Crossing’s stringent security policies. The
kiosk is integrated with IM, audio, and video for visitor sign-in
and employee “paging”.
This custom designed kiosk enables visitors to reach out to
specific employees within a building who have the option to
answer visitor request and grant them access.
Agent Communications Panel for CRM 4.0
Agent initiates internal
consultation request.
Agent Communications Panel for CRM 4.0
Solution
“Exact Business Community” is a social networking business product enabled with
Microsoft OCS (IM and presence) for real-time collaboration between people in
different organizations for intelligent decisions faster.
Solution
An intelligent, real-time,
click-to-chat solution
powered by rich presence,
a bot front-end, and chat
routing based on custom
business rules.
http://evangelyze.net/contact.asp
Contextual Collaboration
Advanced Capabilities
UC Platform Capabilities
Contextual
Collaboration
Business
Process
Communications
Enhance presence
Customize presence
Build task-tailored collaboration clients
Build your own user-interface and behavior
Anywhere
Information
Access
3DLive
Communications
integrated into
CAD/CAM application
3DLive
Contact List
3DLive
Chat Window
3DLive
Customers can pass
CAD/CAM data and
collaborate on the spot.
Machine to Person Communications
Cut down the human latency in business processes
Contextual
Collaboration
Business
Process
Communications
Anywhere
Information
Access
Business Process Communications
What can you do with this?
Platform Capabilities
Contextual
Collaboration
Basic capabilities
High volume outbound notifications and alerts
Business
Process
Communications
Via e-mail, the IM client (OC, CWA, CoMo) or phone
Outbound automated agents via chat or the phone
Outbound task dispatching
Outbound surveys via chat or the phone
Role Agents
Query Presence to find the right person at the right time
Anywhere
Information
Access
Scheduling Bot
Notification / Alerts bot
delivers critical information
to users via IM notifications.
Interactive bot used to collect and
display information about servers,
helpdesk tickets, and general IT
health.
Solution
Internal helpdesk team presence
serviced by a bot and intelligent
agent-customer match-up.
About Wonderware:
• Leader in Microsoft-based solutions for
manufacturing and industrial applications 100,000+
sites (1/3 of world’s plants)
• UC Solution: Embedding real-time collaboration into
the user experience
• Business Value: Reduced response time to incidents,
presence and automated alerts to find people
instantly
Solution
Communication
control
mechanism
embedded in the
InTouch
application. A
workstation
operator can use
this to contact
other people for
help resolving
problems on the
factory floor.
Features include:
• Presence
• IM
• Alerts
• Interactive bot
• Expert finder
• Desktop sharing
Solution
As shown here, a
hardware device
triggered alert
which passes
critical
information to a
team based on
business rules
via IM.
Solution
As shown here, a
IM exchange
among
employees and a
BOT inside a
desktop
sharing session.
Solution
KRIMA Alerting solution with broadcast IM, call to
PSTN/mobile phones, Text-to-Speech, authentication,
and more.
Click to play.
A Large National Retailer
Solution
This custom application
streamlines
communications between
the front lane personnel
(cashiers) and the front
lane supervisors.
Application allows a cashier
to silently send a request
for assistance (price check,
check for in stock, request
for additional change, etc.)
to the to the supervisor by
depressing a series of keys
on POS register.
Solution
A powerful Microsoft UC Communications plug-in that enables
presence, IM, audio, video, expert-finder, and collaboration
inside Schlumberger’s Ocean based applications such as Petrel.
Solution
Components include the ability to find experts based on location and expertise, filesharing, view-sharing, video and additional collaboration functionalities. This
functionality is built directly into Schlumberger’s applications that employ their
Ocean developer platform.
Clarity Connect - A Cloud-based ACD
Jon Rauschenberger
Chief Technology Officer
Clarity Consulting
Clarity Connect Core Capability Set
Presence Powered
Real-time
Expert Finder
• Who is available
• Connect callers
with experts
while they wait
• You define the
experts and
we find them
• How can we
communicate
with them
• Supports voice,
IM and e-mail
• Intelligent
resource
allocation
Broad Applicability
Call Center
Sales Force Support
Virtual Associate
Support Desk
Software plus Service
Software: Unified Communications Products
Microsoft Office Communications Server
plus Microsoft Exchange Server
Deployed at the customer’s premises
Manages all voice, e-mail and IM communications
Service: Clarity Connect Hosted Service
Fully hosted customer interaction management platform
Integrates with software running at the client via Federation
Clarity Connect Service increases the value of the Microsoft’s UC products
Solution Overview
Clarity Operated Datacenter
Inbound Call Routing Platform
• Inbound 800
• Outbound platform
initiated
Call Workflow Engine
E-mail/IM
Monitoring/Management
Customer Specific Workflow(s)
CRM/SFA
Telco
Metrics
Web-Based Access
Federation
Microsoft UC Products
Order/Inventory Mgmt
CSRs
CSRs
Staff
Customer Premises
Config
Telco
• Inbound DID
• Outbound
employee initiated
Clarity Connect - A Cloud-based ACD
Jon Rauschenberger
Chief Technology Officer
Clarity Consulting
Business Process Communications
Advanced Capabilities
Platform Capabilities
Contextual
Collaboration
Business
Process
Communications
Automatic Call Distributors
Skill based Routing
Multiparty Calls
Supervision
Conferencing Service
Build Portals, Conference Concierge/Access Control
Call Recording
Custom Client Gateways
Third party clients, like mobile, radio
Anywhere
Information
Access
Solution
An innovative Microsoft UC Communications plug-in that
enables audio recording of conversations upon request of a
participant in a call.
A bot is invited to a conference call and from that moment
onwards will record all being said in the call.
Add Live-PA
Control Live-PA Assistant
Initiate Call
Solution
164 MM mobile service
subscriber base.
Provides presences state information to OCS based on mobile
phone use, regardless of the phone make or model. This is
critical in Europe where often times, employee’s primary phone
is their cell phone.
Olram
Ludvik
Mobile
Olram sees
that Ludvik
is in a
mobile call
twistedpair
WAVE and
Office Communicator
solutions
Audio Device Selection
Alert channel
Channel Volume
Radio channel
Channel Panning
Channel activity
Radio channel selection
Push to Talk Button
Radio power selection
Current person talking
Audio activity
Audio alert selection
Alert button
Audio properties
User status
User name
Hot key mapping
twistedpair
solutions
Integrated help
Pause/Play
Adjustable audio timeline
Record audio
Audio activity
Configurable audio buffer
Person to Machine Communications
Provide access to information via the telephone or communicator client
Contextual
Collaboration
Business
Process
Communications
Anywhere
Information
Access
Anywhere Information Access
What can you do with this?
UC Platform Capabilities
Contextual
Collaboration
Business
Process
Communications
Basic capabilities
Build query-response Bots
Build IM or speech driven self-service applications
Build interactive voice response applications
for telephone access
Build touch tone or speech driven information
or self-service IVR applications
Anywhere
Information
Access
Response Bot in Managed Code
Solution
M-Bot – a bot application that hooks into Global Crossing’s Provisioning Application (EON) and
gives the end user the capability of querying the EON data store of details on circuits, their
current status, open tickets, etc. This bot is especially useful for Sales and Sales Engineering
teams that are continuously traveling to customer locations as they can add this bot vial
Communicator Mobile and retrieve data on customer circuit orders in seconds from their
mobile devices.
Speech Server (2007) IVR Applications
Inbound
Voice portals
Information services
Outbound
Message
playing systems
Interactive surveys
Anywhere Information Access
Expert capabilities
UC Platform Capabilities
Contextual
Collaboration
Expert capabilities
Build your own IVR platform
Build speech platforms
MRCP server using Microsoft’s speech engines
Business
Process
Communications
Anywhere
Information
Access
MRCP 2.0 for Microsoft Speech
Engines
Solution
Aumtech has built an MRCP
2.0 Connector to
Microsoft’s Telephony
Speech Engines (ASR + TTS)
that can interface with IVR
platforms like Cisco,
Genesys, etc.
Language
Country/Region
Chinese (Mandarin)
Chinese (Traditional)
English
English
French
French
German
Italian
Japanese
Korean
Portuguese
Spanish
Spanish
Portuguese
English
China
Taiwan , Singapore
United Kingdom
United States
Canada
France
Germany
Italy
Japan
Korea
Brazil
Americas
Spain
Portugal
Australia
Speech Server (2007) ASR Speech Server (2007) TTS OCS 2007 R2 ASR
Available
Available
Available
Available
Beta
Beta
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
Available (RealSpeak 4.0)
On request
Available (RealSpeak 4.0)
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
Available
OCS 2007 R2 TTS
OCS “14”
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Available (MS)
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
Planned
R2 Unified Communications Platform
Business Process
Anywhere
Communication Information Access
Middle-tier
Client
Contextual Collaboration
Your Application
Your Application
Your Application
UC Workflow
Activities
Windows Workflow
Activities
&
VoiceXML
UC Workflow API
Speech Server
Managed API
Presence Controls
Your Application
Your Application
Communicator
Automation API
Exchange
Web Services
Managed API
Exchange
Web Services
Exchange 2007
Client Access
Server
Your Application
Your Application
Office Communicator
2007 R2
Your Extensions
Unified Communications Client API
Office Communications
Server 2007 R2
Your Application
AJAX code samples
Unified
Communications
AJAX Service
Unified
Communications
AJAX Service
Unified Communications Managed API 2.0
Office Communications
Server 2007
Communicator Web Access
Server
Windows
Server
Windows
Server
OCS 2007
Speech
Server
R2 Unified Communications Platform
Session
UNC-325
Business Process
Anywhere
Communication Information Access
Middle-tier
Client
Contextual Collaboration
Your Application
Session
UNC-301
Session
UNC-322
Presence Controls
Your Application
Your Application
UC Workflow
Activities
Windows Workflow
Activities
&
VoiceXML
UC Workflow API
Speech Server
Managed API
Your Application
Your Application
Communicator
Automation API
Session
UNC-401
Exchange
Web Services
Managed API
Your Application
Office Communicator
2007 R2
Your Extensions
Session
UNC-324
Exchange
Web Services
Exchange 2007
Client Access
Server
Your Application
Unified Communications Client API
Office Communications
Server 2007 R2
Your Application
AJAX code samples
Unified
Communications
AJAX Service
Unified
Communications
AJAX Service
Unified Communications Managed API 2.0
Office Communications
Server 2007
Communicator Web Access
Server
Windows
Server
Windows
Server
OCS 2007
Speech
Server
GotUC.net Developer Sandbox
Microsoft UC setup
Microsoft Office Communications Server 2007 R2
Microsoft Exchange Server 2010
Two User Accounts
Personal Account
Personal Bot Account
Forums
Staffed by the UC Developer Community
Resources
Download the Exchange 2010 EWS Managed API 1.0
Exchange Web Services Managed API 1.0
Visit the Microsoft Unified Communications Developer Portal
http://msdn.microsoft.com/uc
Visit the Microsoft Exchange Developer Center
http://msdn.microsoft.com/exchange
Visit the Microsoft Office Communications Developer Portal
http://msdn.microsoft.com/ocdev
Join the UC Developer Community and Sign-up for the Dev
Sandbox!
http://gotuc.net
Get the Book!
Intro to UC
Overview of all UC APIs
OC Automation API
Embedding Contextual Collab
UCMA Workflow API
Building a UC-enabled WF App
UCMA Core API
Publishing Custom Presence
Setup of OCS Environment
Debugging UC Applications
Get the EWS Managed API Download!
EWS Managed API 1.0 Download
Get the Book!
EWS Basics
Things in the Mailbox
Searching
Synchronization & Notifications
Advanced Topics
Resources
UNC201 - Lap around Release 2 of the Microsoft Unified Communications Platform
UNC301 - Adding Communication to Your Applications
with Microsoft Office Communicator 2007 R2
UNC322 - Building Communication Services with the UC Managed API 2.0
and Microsoft Office Communications Server 2007 R2
UNC 325 - Windows Workflows Activities That Talk and IM
with Microsoft Office Communications Server 2007 R2
UNC324 - What's New in Exchange Web Services in Microsoft Exchange Server 2010
UNC401 - Building Rich Calendaring Experiences with Exchange Web Services
Call to Action
Learn More!
Related Content at TechEd on “Related Content” Slide
Attend in-person or consume post-event at TechEd Online
Check out online learning/training resources
http://technet.microsoft.com/exchange/2010
http://technet.microsoft.com/office/ocs
Try It Out!
Download the Exchange Server 2010 Beta Evaluation
http://www.microsoft.com/exchange/2010/try-it
Get a 5-Day Trial of Office Communications Server 2007 R2
https://r2.uctrial.com/
Resources
www.microsoft.com/teched
www.microsoft.com/learning
Sessions On-Demand & Community
Microsoft Certification & Training Resources
http://microsoft.com/technet
http://microsoft.com/msdn
Resources for IT Professionals
Resources for Developers
www.microsoft.com/learning
Microsoft Certification and Training Resources
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