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Beyond Windows 2000 Beyond Windows 2000 Telephony Telephony
Noel AndersonNoel Anderson
Development LeadDevelopment Lead
Windows Real Time CommunicationsWindows Real Time Communications
Microsoft CorporationMicrosoft Corporation
AgendaAgenda
TAPI ScenariosTAPI Scenarios TAPI 3.0 OverviewTAPI 3.0 Overview TAPI 3.1 Overview and FeaturesTAPI 3.1 Overview and Features New Terminals OverviewNew Terminals Overview IP Telephony ImprovementsIP Telephony Improvements Client / Server ImprovementsClient / Server Improvements Call to ActionCall to Action
PSTNPSTNWorkstationWorkstation
CTI LinkCTI Link
PBXPBX
TAPI ServerTAPI Server
LANLAN
PBX ScenarioPBX Scenario
Existing TAPI Service Providers for Existing TAPI Service Providers for leading PBXs are supportedleading PBXs are supported
Expanded Call Center specific functionsExpanded Call Center specific functions
PSTNPSTN
TrunksTrunks
Interface Interface CardsCards
Windows NT ServerWindows NT Server
LANLAN
Unified IP and Traditional Unified IP and Traditional Telephony ScenarioTelephony Scenario Integrate IP telephony functions into a Integrate IP telephony functions into a
corporate LANcorporate LAN Enhanced voice processing, unified Enhanced voice processing, unified
messaging, KSU replacements…messaging, KSU replacements…
LANLANILSILS
WorkstationsWorkstations
Multimedia Conferencing Multimedia Conferencing ScenarioScenario Easy IP Multicast Conferencing out-of-the-boxEasy IP Multicast Conferencing out-of-the-box LAN-based IP telephony, video conferencingLAN-based IP telephony, video conferencing
IVR ScenarioIVR Scenario
1 – User calls into customer service center
IP/PSTN Gateway
Call Router Agent
IVR Server Call DataStore
2 – Call bridged andGiven to router
3 – Call routed toIVR Server
4 – IVR Requests toRoute call to Agent
5 – Call routed toagent
6 – Agent retrievesCall data
Call information stored
Call information stored
PSTN
Scalability ScenarioScalability Scenario
1 – User calls into customer service center
IP/PSTN Gateway
Call Router Agent
IVR Server Call DataStore
2 – Call bridged andGiven to router
3 – Call routed toIVR Server 4 – IVR Requests to
Route call to Agent
5 – Call routed toagent
Call information stored
Call information stored
Speech ScenarioSpeech Scenario
User calls into voice browser enabled system
Voice browser Renders voice
Web browser Renders HTML
Voice browser Interprets script
HTML/VoiceEnabled script
Web Server
TAPI 3.0 Key FeaturesTAPI 3.0 Key Features Unified API for IP and Traditional TelephonyUnified API for IP and Traditional Telephony
Extends existing PBXs while building and Extends existing PBXs while building and migrating to IP telephony servicesmigrating to IP telephony services
Unified API for call control and media Unified API for call control and media controlcontrol Allows applications to easily control media Allows applications to easily control media
streams on telephony connectionsstreams on telephony connections
Simplify Development of Communication Simplify Development of Communication Applications Applications Object-oriented, language-neutral COM APIObject-oriented, language-neutral COM API Integration with Windows NT® Active DirectoryIntegration with Windows NT® Active Directory New Service Providers (TSPs) includedNew Service Providers (TSPs) included
TAPI 3.0 ArchitectureTAPI 3.0 Architecture
Wave MSP
H.323 MSP
IP MC MSP
TAPI Server
Unimodem H.323 IP Multicast
TAPI 3.0
Media Media controlcontrol
Directory Directory controlcontrol
Call Call controlcontrol
NT DSNT DS
LDAP
Winsock 2.0
TCP/IP
Direct Show
RTP Codec Audio
TAPI 3.0 Object HierarchyTAPI 3.0 Object HierarchyThe entry point for The entry point for telephony servicestelephony servicesTAPITAPI
A set of A set of related callsrelated calls CallHubCallHub
An endpoint on An endpoint on which calls can be which calls can be made or receivedmade or received
AddressAddress
Media source, sink, or Media source, sink, or processingprocessing
TerminalTerminal
11stst party view of party view of a telephony a telephony
connectionconnection CallCall
A single media A single media type and stream type and stream directiondirection
StreamStream
TAPI 3.0 Application FlowTAPI 3.0 Application FlowOutgoing callOutgoing call
Initialize TAPIInitialize TAPI Select addressSelect address Create callCreate call Enumerate streamsEnumerate streams Create/enumerate desired terminalsCreate/enumerate desired terminals Select terminals on streamsSelect terminals on streams
TAPI 3.0 Media Object Model TAPI 3.0 Media Object Model ExampleExample
H.323 AddressH.323 Address
1.1. Find addressFind address
Call to StWoodCall to StWood
2.2. Create callCreate callAudio Audio
CaptureCapture
Video Video RenderRender
Audio Audio renderrender
Video Video CaptureCapture
3.3. Enumerate streamsEnumerate streams
MicrophoneMicrophone
Video Video windowwindow
Video Video cameracamera
SpeakersSpeakers4.4. Find/create terminalsFind/create terminals
5.5. Select desired Select desired terminals on streamsterminals on streams
TerminalsTerminals StreamsStreams
Call Center Object ModelCall Center Object Model
AgentSessionAgentSession ITAgentSessionITAgentSession
TAPITAPI ITTAPICallCenterITTAPICallCenter
AgentHandlerAgentHandler ITAgentHandlerITAgentHandler
ACDGroupACDGroup ITACDGroupITACDGroup
QueueQueue ITQueueITQueue
AgentAgent ITAgentITAgent
Call Center ArchitectureCall Center Architecture
ServiceProvider
TAPISRV
TAPI32.DLL
ACD ServerApplication
Remote SP
TAPISRV
TAPI3.DLL
ACD ClientApplication
Call Center Message FlowCall Center Message Flow
Hardware
ServiceProvider
TAPISRV
TAPI32.DLL
ACD Server Application
proxy
Remote SP
TAPISRV
TAPI3.DLL
ACD Client Application
Call ControlCall Control
ACD ACD
Message/Event FlowMessage/Event Flow
What’s new in TAPI 3.1?What’s new in TAPI 3.1? API and Infrastructure ImprovementsAPI and Infrastructure Improvements
Phone SupportPhone Support Pluggable TerminalsPluggable Terminals New terminalsNew terminals
IVR, Voice Mail, and Unified Messaging supported by enhanced IVR, Voice Mail, and Unified Messaging supported by enhanced terminalsterminals
Easier application flowEasier application flow Client/Server Administration improvementsClient/Server Administration improvements
Simplified administrationSimplified administration Performance improvementsPerformance improvements
New Device SupportNew Device Support USB Handset supportUSB Handset support
Enhanced Protocol SupportEnhanced Protocol Support H.323V2 and supplementary services supportH.323V2 and supplementary services support
TAPI 3.1 Object HierarchyTAPI 3.1 Object HierarchyTAPITAPI
CallHubCallHub AddressAddress
TerminalTerminal CallCall
StreamStream
PhonePhone
TAPITAPI
AddressAddress
TerminalTerminal CallCall
Phone SupportPhone Support
Full phone support in TAPI 3.1Full phone support in TAPI 3.1 Equivalent to TAPI 2.xEquivalent to TAPI 2.x
Additional support to associate Additional support to associate Phones with TerminalsPhones with Terminals
Existing TAPI 2.x phone TSPs will Existing TAPI 2.x phone TSPs will continue to workcontinue to work
Pluggable TerminalsPluggable Terminals A way for 3rd parties to add media A way for 3rd parties to add media
processing capabilities to existing MSPsprocessing capabilities to existing MSPs Any 3rd party can publish a terminal to Any 3rd party can publish a terminal to
do any media processing task.do any media processing task. 3rd party speech rec or TTS3rd party speech rec or TTS Audio stream manipulationAudio stream manipulation 3rd party file terminal3rd party file terminal
Terminals can be registered and then Terminals can be registered and then TAPI enumerates them to any TAPI TAPI enumerates them to any TAPI application that requests themapplication that requests them
TAPI 3.1 TerminalsTAPI 3.1 Terminals Each terminal represents a specific media Each terminal represents a specific media
processing taskprocessing task Implemented in MSP Base ClassesImplemented in MSP Base Classes New interface on Call Object for terminal New interface on Call Object for terminal
selectionselection Makes the 95% case much easierMakes the 95% case much easier
Media control is abstracted through IVR Media control is abstracted through IVR TerminalsTerminals
Terminal selection is more directTerminal selection is more direct
Still allows detailed control of terminals and Still allows detailed control of terminals and media stream if desiredmedia stream if desired
File TerminalsFile Terminals File Record File Record
Terminal for Terminal for recording streaming recording streaming data (such as data (such as speech or video) to speech or video) to a file a file
File Play Terminal File Play Terminal for playing this for playing this recorded data back recorded data back to a stream.to a stream.
XML Data can be XML Data can be stored alongside stored alongside the recorded mediathe recorded media
File File PlaybackPlayback
ITTerminalITTerminalITMediaFileAccess ITMediaFileAccess ITMediaFilePlaybackITMediaFilePlayback
File File RecordRecord
ITTerminalITTerminalITMediaFileAccess ITMediaFileAccess ITMediaFileRecordITMediaFileRecord
Speech Recognition Speech Recognition TerminalTerminal Terminal for Terminal for
performing speech performing speech recognition on the recognition on the media streammedia stream
Based on Based on upcoming SAPI5 upcoming SAPI5 technologytechnology
Selectable Selectable grammars & grammars & speech enginesspeech engines
SAPI Objects SAPI Objects aggregated by aggregated by terminalterminal
Speech Speech RecognitionRecognition
ITTerminalITTerminal
SAPISAPI5.05.0
SAPI interfacesSAPI interfaces
TTS TerminalTTS Terminal Performs Text to Performs Text to
Speech Speech Conversion and Conversion and plays result on to plays result on to the media stream the media stream
Based on Based on upcoming SAPI5 upcoming SAPI5 technologytechnology
Allows insertion of Allows insertion of XML tags into the XML tags into the text to modify the text to modify the speech synthesis speech synthesis outputoutput
TTSTTS ITTerminalITTerminal
SAPISAPI5.05.0
SAPI interfacesSAPI interfaces
USB Handset SupportUSB Handset Support
PC speakers and microphonePC speakers and microphone Can be difficult to connect and adjustCan be difficult to connect and adjust Issues with privacy and echoIssues with privacy and echo
Handset form factor provides natural Handset form factor provides natural user interface for telephony on the PCuser interface for telephony on the PC
USB peripherals are easy to connect USB peripherals are easy to connect and useand use
USB Handsets & TAPIUSB Handsets & TAPI
Built in support for USB-connected Built in support for USB-connected handsetshandsets TAPI will recognize the phone and TAPI will recognize the phone and
automatically run appropriate servicesautomatically run appropriate services TAPI object model will allow applications TAPI object model will allow applications
to control USB phonesto control USB phones
USB handsets will work with generic USB handsets will work with generic TAPI appsTAPI apps Phone vendors add value by accessing Phone vendors add value by accessing
proprietary features through custom proprietary features through custom appsapps
USB Handset UsageUSB Handset Usage
IntranetIP/PSTN Gateway
H.323 Gatekeeper (Call routing
server)
Desktop
PC
Media Streams (IP)
Call Control (IP)
USB HandsetPOTS
Telephone Set USB HID Messages
USB Audio Streams
PSTN
Ring
Hello
TAPI 3.1 Application FlowTAPI 3.1 Application Flow
Initialize TAPIInitialize TAPI Select addressSelect address Create callCreate call Select desired terminal types on callSelect desired terminal types on call Optional - Create/enumerate desired Optional - Create/enumerate desired
terminalsterminals Optional - Select terminals on streamsOptional - Select terminals on streams
IP Telephony ImprovementsIP Telephony Improvements H.323v2 supportH.323v2 support
FastConnectFastConnect Gatekeeper supportGatekeeper support Fast format changeFast format change
H.450 supplementary services supportH.450 supplementary services support Transfer (Blind and consultative)Transfer (Blind and consultative) Diversion (forwarding)Diversion (forwarding) HoldHold
Improved audio and video streamingImproved audio and video streaming
Client/Server AdministrationClient/Server Administration
Centralized administrationCentralized administration TAPI servers are stored in DSTAPI servers are stored in DS
Performance improvementsPerformance improvements Administration MMC starts much fasterAdministration MMC starts much faster
Batch processing toolBatch processing tool Allows user/line associations to be Allows user/line associations to be
added quickly via new tooladded quickly via new tool
TAPI 3.1 SummaryTAPI 3.1 Summary
Richer media control and processingRicher media control and processing Improved IP Telephony supportImproved IP Telephony support Improved Client/Server support Improved Client/Server support
Web Telephony EngineWeb Telephony Engine
A platform allowing the creation of A platform allowing the creation of telephony accessible web sitestelephony accessible web sites
Apply web authoring paradigms to the Apply web authoring paradigms to the development of telephony applicationsdevelopment of telephony applications
Facilitate cooperation between industry Facilitate cooperation between industry segmentssegments
WTE ArchitectureWTE Architecture
Internet Explorer
Web Telephony Engine
Application (W
eb SIT
E)
TAPI 3.0
Voice Board
HTTP
SAPI
SR/TTS Engine
Microsoft Third Party
WTE DeploymentWTE Deployment
Messaging
Database
Credit Verification
WTE
PSTN
H323 Client
Internet
Graphical Browser
Web Server
HTTP
Internet/Intranet
TSP Logo ProgramTSP Logo Program
Quality Logic is conducting TSP Quality Logic is conducting TSP logo programlogo program
First TSP has been testedFirst TSP has been tested Testing TSPs at the TAPI BakeoffTesting TSPs at the TAPI Bakeoff Visit Certification Programs page at Visit Certification Programs page at
www.qualitylogic.comwww.qualitylogic.com for more for more informationinformation
Communications FuturesCommunications Futures Build the user-to-user communications web !Build the user-to-user communications web !
Click to phone call, click to talkClick to phone call, click to talk Click to communicate, anywhere, anytime, with Click to communicate, anywhere, anytime, with
any deviceany device Synergy between presence, real-time, instant Synergy between presence, real-time, instant
messagingmessaging Integrated with Passport (Residential), AD Integrated with Passport (Residential), AD
(enterprises).(enterprises).
Spur innovation in communicationsSpur innovation in communications Platform for Exchange Collaboration ServerPlatform for Exchange Collaboration Server Enable ISVs to build multi-modal communications Enable ISVs to build multi-modal communications
solutions: Voice, Video, Co-browsing, Chat, solutions: Voice, Video, Co-browsing, Chat, GamesGames
Low cost web call centers.Low cost web call centers.
Call to ActionCall to Action
Write telephony applications to the TAPI Write telephony applications to the TAPI 3.x interfaces3.x interfaces Combine traditional and Combine traditional and
Internet telephonyInternet telephony Rich and flexible media controlRich and flexible media control Accessible from Visual Basic and JavaAccessible from Visual Basic and Java
Write TAPI Service ProvidersWrite TAPI Service Providers