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Lap Around Release 2 of the Microsoft Unified Communications Platform
Chris MayoUC Technical Evangelist Microsoft
Jon RauschenbergerChief Technology OfficerClarity ConsultingUNC201
Albert KooimanSenior Product ManagerMicrosoft
Albert KooimanProduct ManagementUnified Communications
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052
Main: +1 (425) 882-8080Direct: +1 (425) 706-4963Fax: +1 (425) 936-7329
Albert KooimanProduct ManagementUnified Communications
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052
Main: +1 (425) 882-8080Direct: +1 (425) 706-4963Mobile: +1 (212) 851-6663Home office: +1 (425) 788-4555Assistant: +1 (425) 538-4486Pager: +1 (425) 555-7112Business e-mail: [email protected] e-mail: [email protected] IM: [email protected] IM: [email protected]://www.microsoft.com/uc
FaceBook: www.facebook.com/profile.php?id=689246513Linked.In: www.linkedin.com/pub/0/429/3a4Twitter: akooimanMSN Spaces: cid-3591732c7834441fUC Blog: communicationsserverteam.com/Skype: [email protected]
Albert KooimanProduct ManagementUnified Communications
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052
+1 (425) [email protected]
Albert KooimanProduct ManagementUnified Communications
Microsoft Corporation
One Microsoft Way
Redmond, WA 98052
Old Telecommunications World
Many heterogeneous, proprietary systems
Voice MailAudio
Conference
WebConference
InstantMessaging
EnterpriseTelephony
VideoConference
Many “islands” of communicationsClosely tied to hardwareHard to integrate Multitude of clients
No or limited public APIsHard to customizeHard to extend
Requiring specialized resourcesFor developmentFor maintenance
Microsoft Unified CommunicationsIncreased productivity through communications convergence
Familiar PlatformFamiliar
Infrastructure
ApplicationSharing
WebConferencing
EnterpriseTelephony
Instant Messaging
Calendaring
Voice MailAudio / VideoConferencing
ContactManagement
Single IdentitySingle Inbox
InboxPresence
• Enterprise grade
• Extensible software foundation
The Microsoft UC PlatformSoftware-powered unified communications
E-M
ail
and
Unifi
ed M
ess
agin
g
Inst
ant
Mess
agin
g
Ente
rpri
seTe
lephony
Confe
renci
ng
Software Platform
Unified User Experience
Com
mon
M
an
ag
em
en
t
• Efficient application creation
• Productivity-enhancing applications
Enable integration of collaborative experiences in software
ContextualCollaboration
BusinessProcess
Communications
AnywhereInformation
Access
Unified Communications Platform Capabilities
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
High Level BenefitsOf collaborative experiences in software
Unified Communications in RetailChris MayoUC Technical EvangelistMicrosofthttp://blogs.msdn.com/cmayo
demo
Person-to-Person CommunicationsCommunicate with context from within any desktop application
ContextualCollaboration
BusinessProcess
Communications
AnywhereInformation
Access
Contextual CollaborationWhat can you do with this?
Build “Enhanced Presence” into any applicationEnable the context sensitive contact listsEmbed 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 applicationsDisplay PIM information from Exchange directly inside your applicationBuild Calendaring solutions based on ExchangeProvide context within the conversation
UC Platform Capabilities
ContextualCollaboration
BusinessProcess
Communications
AnywhereInformation
Access
Windows Vista Gadget
Gadget Voice Mail Notification
Setup
TECHNICAL SYNERGY• GE radiology information
system/picture archive • Contextual collaboration for
radiologists • Integrated MS UC:
• Presence• IM• VoIP• Image Sharing
• Critcal time savings
GE Healthcare
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
SolutionAn 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.
http://evangelyze.net/contact.asp
SolutionAn intelligent, real-time, click-to-chat solution powered by rich presence, a bot front-end, and chat routing based on custom business rules.
Contextual CollaborationAdvanced Capabilities
Enhance presenceCustomize presence
Build task-tailored collaboration clientsBuild your own user-interface and behavior
UC Platform Capabilities
ContextualCollaboration
BusinessProcess
Communications
AnywhereInformation
Access
Machine to Person CommunicationsCut down the human latency in business processes
ContextualCollaboration
BusinessProcess
Communications
AnywhereInformation
Access
Basic capabilitiesHigh volume outbound notifications and alerts
Via e-mail, the IM client (OC, CWA, CoMo) or phone
Outbound automated agents via chat or the phoneOutbound task dispatchingOutbound surveys via chat or the phone
Role Agents Query Presence to find the right person at the right time
Business Process CommunicationsWhat can you do with this? Platform Capabilities
ContextualCollaboration
Business Process
Communications
AnywhereInformation
Access
Scheduling Bot
Interactive bot used to collect and display information about servers, helpdesk tickets, and general IT health.
Notification / Alerts bot delivers critical information to users via IM notifications.
SolutionInternal 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
SolutionCommunication 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
SolutionAs shown here, a hardware device triggered alert which passes critical information to a team based on business rules via IM.
SolutionAs shown here, a IM exchange among employees and a BOT inside a desktop sharing session.
SolutionKRIMA Alerting solution with broadcast IM, call to PSTN/mobile phones, Text-to-Speech, authentication, and more.
Click to play.
SolutionThis 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.
A Large National Retailer
SolutionA 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.
SolutionComponents include the ability to find experts based on location and expertise, file-sharing, 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 ACDJon RauschenbergerChief Technology OfficerClarity Consulting
Clarity Connect Core Capability Set
Presence Powered
• Who is available
• How can we communicate with them
Real-time
• Connect callers with experts while they wait
• Supports voice, IM and e-mail
Expert Finder
• You define the experts and we find them
• Intelligent resource allocation
Broad Applicability
Call Center
Sales Force Support
Virtual Associate
Support Desk
Software plus ServiceSoftware: Unified Communications Products
Microsoft Office Communications Server plus Microsoft Exchange ServerDeployed at the customer’s premisesManages all voice, e-mail and IM communications
Service: Clarity Connect Hosted ServiceFully hosted customer interaction management platformIntegrates with software running at the client via Federation
Clarity Connect Service increases the value of the Microsoft’s UC products
Customer Premises
Solution OverviewClarity Operated Datacenter
Telco• Inbound 800• Outbound platform
initiated
Inbound Call Routing Platform
Call Workflow Engine
Customer Specific Workflow(s)
Metrics Config
Web-Based AccessMonitoring/Management
Microsoft UC Products
CSRsCSRs Staff
Order/Inventory Mgmt
Federation
Telco• Inbound DID• Outbound
employee initiated
CRM/SFA
E-mail/IM
Clarity Connect - A Cloud-based ACDJon RauschenbergerChief Technology OfficerClarity Consulting
demo
Automatic Call DistributorsSkill based RoutingMultiparty CallsSupervision
Conferencing Service Build Portals, Conference Concierge/Access ControlCall Recording
Custom Client GatewaysThird party clients, like mobile, radio
Business Process CommunicationsAdvanced Capabilities
Platform Capabilities
ContextualCollaboration
Business Process
Communications
AnywhereInformation
Access
Add Live-PA
Control Live-PA Assistant
SolutionAn 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.
Initiate Call
Before call starts In
call
Ludvik
Mobile
Olram
Olram sees that Ludvik is in a mobile call
SolutionProvides 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.
164 MM mobile service subscriber base.
Channel Volume
Channel Panning
Audio Device Selection
Push to Talk ButtonRadio power selection
Radio channel selection
Channel activity
Current person talking
Alert button
Audio alert selection
User name
User statusHot key mapping
Audio properties
Audio activity
Alert channel
Radio channel
WAVE and Office Communicator
twistedpairsolutions
Audio activityRecord audio
Pause/Play
Configurable audio buffer
Adjustable audio timeline
Integrated help
twistedpairsolutions
Person to Machine CommunicationsProvide access to information via the telephone or communicator client
ContextualCollaboration
BusinessProcess
Communications
AnywhereInformation
Access
Basic capabilitiesBuild 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 AccessWhat can you do with this?
UC Platform Capabilities
ContextualCollaboration
Business Process
Communications
Anywhere Information
Access
Response Bot in Managed Code
SolutionM-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 portalsInformation services
OutboundMessage playing systemsInteractive surveys
Expert capabilitiesBuild your own IVR platform
Build speech platformsMRCP server using Microsoft’s speech engines
Anywhere Information AccessExpert capabilities
UC Platform Capabilities
ContextualCollaboration
Business Process
Communications
Anywhere Information
Access
MRCP 2.0 for Microsoft Speech Engines
SolutionAumtech 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 Speech Server (2007) ASR Speech Server (2007) TTS OCS 2007 R2 ASR OCS 2007 R2 TTS OCS “14”
Chinese (Mandarin) China Available (RealSpeak 4.0) Available Available (MS) Planned Chinese (Traditional) Taiwan , Singapore Available (RealSpeak 4.0) Available Available (MS) Planned English United Kingdom Available Available (RealSpeak 4.0) Available Available (MS) Planned English United States Available Available (RealSpeak 4.0) Available Available (MS) PlannedFrench Canada Available Available (RealSpeak 4.0) Available Available (MS) PlannedFrench France Available (RealSpeak 4.0) Available Available (MS) PlannedGerman Germany Available Available (RealSpeak 4.0) Available Available (MS) Planned Italian Italy Available (RealSpeak 4.0) Available Available (MS) PlannedJapanese Japan Available (RealSpeak 4.0) Available Available (MS) PlannedKorean Korea Available (RealSpeak 4.0) Available Available (MS) Planned Portuguese Brazil Beta Available (RealSpeak 4.0) Available Available (MS) PlannedSpanish Americas Available (RealSpeak 4.0) Available Available (MS) PlannedSpanish Spain Available (RealSpeak 4.0) Planned Portuguese Portugal Beta On request PlannedEnglish Australia Available (RealSpeak 4.0) Planned
R2 Unified Communications Platform
OCS 2007Speech Server
Office Communications Server 2007 R2
Office Communications Server 2007
Communicator Web Access Server
Exchange 2007
Client Access Server
Contextual Collaboration Business Process Communication
Anywhere Information Access
Clie
nt
Mid
dle-
tier
Unified Communicatio
ns AJAX Service
Unified Communications Managed API 2.0
Unified Communicatio
ns AJAX Service
Your Application
Speech Server Managed API
Windows Workflow
Activities&
VoiceXML
Your Application
Your Application
Your Application
AJAX code samples
UC Workflow API
UC Workflow Activities
Your Application
Windows Server
Windows Server
Office Communicator2007 R2
Unified Communications Client API
Your Application
Presence Controls
CommunicatorAutomation
API
Your Extensions
Your Application
ExchangeWeb Services
Your Application
Exchange Web Services Managed API
R2 Unified Communications Platform
OCS 2007Speech Server
Office Communications Server 2007 R2
Office Communications Server 2007
Communicator Web Access Server
Exchange 2007
Client 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
Your Application
Your Application
Your Application
AJAX code samples
UC Workflow API
UC Workflow Activities
Your Application
Windows Server
Windows Server
Office Communicator2007 R2
Unified Communications Client API
Your Application
Presence Controls
CommunicatorAutomation
API
Your Extensions
Your Application
ExchangeWeb Services
Your Application
Exchange Web Services Managed API
Session
UNC-325
Session
UNC-322
Session
UNC-324
Session
UNC-401
Session
UNC-301
announcing…
GotUC.net Developer Sandbox
Microsoft UC setupMicrosoft Office Communications Server 2007 R2Microsoft Exchange Server 2010
Two User AccountsPersonal AccountPersonal Bot Account
ForumsStaffed by the UC Developer Community
questions & answers
Resources
Visit the Microsoft Unified Communications Developer Portalhttp://msdn.microsoft.com/uc
Visit the Microsoft Office Communications Developer Portalhttp://msdn.microsoft.com/ocdev
Visit the Microsoft Exchange Developer Centerhttp://msdn.microsoft.com/exchange
Join the UC Developer Community and Sign-up for the Dev Sandbox!http://gotuc.net
Download the Exchange 2010 EWS Managed API 1.0Exchange Web Services Managed API 1.0
Get the Book!
Intro to UCOverview of all UC APIsOC Automation API
Embedding Contextual CollabUCMA Workflow API
Building a UC-enabled WF AppUCMA Core API
Publishing Custom PresenceSetup of OCS EnvironmentDebugging UC Applications
Get the EWS Managed API Download!
EWS Managed API 1.0 Download
Get the Book!EWS BasicsThings in the MailboxSearchingSynchronization & NotificationsAdvanced 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 ActionLearn More!
Related Content at TechEd on “Related Content” SlideAttend in-person or consume post-event at TechEd Online
Check out online learning/training resourceshttp://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 R2https://r2.uctrial.com/
www.microsoft.com/teched
Sessions On-Demand & Community
http://microsoft.com/technet
Resources for IT Professionals
http://microsoft.com/msdn
Resources for Developers
www.microsoft.com/learningMicrosoft Certification and Training Resources
www.microsoft.com/learning
Microsoft Certification & Training Resources
Resources
Complete an evaluation on CommNet and enter to win!
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS,
IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
