EXL402. 2 3 Microsoft.Speech SIP/SIMPLE (SIP Stack) SRTP/Codecs (Media Stacks) SRTP/Codecs (Media Stacks) Server SAPI (Speech Engines) UCMA Core API

Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications Stephane TaineSr. Program Manager LeadMicrosoft Corporation

EXL402

Albert KooimanSr. Product ManagerMicrosoft Corporation

Agenda

UCMA 3.0 – Introduction and what is new

What can you do with UCMA 3.0?

Deep Dive in Audio Routes and Scaling UCMA applications

Key Take-Aways, Q&A and Resources

2

UC Managed API 3.0 in a nutshell

.NET APIFamiliar .NET Developer Experience (requires .NET 3.5 sp1)Scenario-based Communication and Collaboration API (intuitive concepts)Multi-threaded, highly scalable, and resilient

Zero-Royalty Redistribution Licensing Model for ApplicationsFree SIP stackFree State-of-the-Art Speech Recognition and Speech Synthesis

Open and ExtensibleInteroperates with SIP PSTN Gateways and IP-PBXs for TelephonyVoiceXML 2.x browser

Broadly Adopted by Microsoft and PartnersMicrosoft Lync Server (RGS, Conference Dial-In, Application Sharing MCU, etc) Microsoft Exchange 2010 SP1 Unified Messaging & Outlook Web AccessHundreds of applications & federated services

3

UC Managed API 3.0 SDK

Microsoft.Speech

SIP/SIMPLE(SIP Stack)

SRTP/Codecs(Media Stacks)

Server SAPI(Speech Engines)

UCMA Core API

Communications & Collaboration

Workflow API VoiceXML 2.x

4

UC Managed API 3.0 – Communications

Call ManagementBasic Call establishment, transfer, redirect, decline, hold APIs

Instant MessagingWith LyncWith Web and mobile custom clients

Audio/VideoWMA File play back, WMA File recordingDTMF controller & recognizerAutomatic Speech Recognition and Speech SynthesisConversation Impersonation

Multimodal Communications

Platform

Signaling

Communications Instant

Messaging AudioVideo

Conferencing Conference Management

ConversationCall

Extensibility

CollaborationPresence Contact

Groups

Workflow

Call ControlActivities

DialogActivities

GeneralActivities

Call ControlCommunications

Event Types

DialogCommunications

Event Types

Commands

Err

or H

andl

ing

Exc

eptio

ns

VoiceXMLBrowser

MicrosoftSpeech Recognizer

MicrosoftSpeech Synthesizer

SAPI

Server Speech API

Signaling End Point/ConnectionManagement

Common Basic Classes

5

UC Managed API 3.0 – Communications

ConferencingSupports Multi-party Communications

Conference Scheduling and ManagementOrganize and modify Conferences Set Attendee / Presenter roles

Extensible & OpenModality-based extensibility Allows to add support for another modalityor replace built-in implementationof an already existing modality

Multi-party capable and extensible to add or replace modalities

Platform

Signaling




ConversationCall

Extensibility


Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Err

or H

andl

ing

Exc

eptio

ns

VoiceXMLBrowser



SAPI

Server Speech API



6

UC Managed API 3.0 – Collaboration

Presence For UsersPublish Users Presence (State, Contact Card, Note, Device Capability etc)Allows to control who gets to see whatAllows to subscribe for continuous updates on others presenceAllows querying for Presence

Presence For ApplicationsSupport for always appear online

Contact Group Services for Users

Multi-party capable and extensible to add or replace modalities

Platform

Signaling




ConversationCall

Extensibility


Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Err

or H

andl

ing

Exc

eptio

ns

VoiceXMLBrowser



SAPI

Server Speech API



7

UC Managed API 3.0 – Speech

Managed Server Speech APIIncludes free Microsoft Speech Recognition and Synthesis EnginesIncludes key speech technology toolsSupports W3C standards like SRGS and SSML

Support for VoiceXMLSame VXML Browser as Speech Server (2007)VoiceXML 2.x compliant

Support for 26 LanguagesFor Command & Control

Includes top-class Speech Technology in 26 languages

Platform

Signaling




ConversationCall

Extensibility


Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Err

or H

andl

ing

Exc

eptio

ns

VoiceXMLBrowser



SAPI

Server Speech API



8

UCMA 3.0 Goals UCMA 3.0 Features

Powerful Audio Conferencing & Collaboration DX • Trusted Conference User model • Audio route management• One-click Conference Scheduling • Meeting control (lobby, PSTN bypass, access

level, global announcements, mute-all)

Presence Object Model • Higher level abstraction• Presence Manifest• Presence Views

Contextual Communications • Select, launch, & control a Web application integrated into Lync Conversation Window Extension.

UC Managed API 3.0 – New Features (1/3)

9


Business Voice platform • Back-To-Back-User-Agent (B2BUA)• Call Park & Retrieve• DTMF/Speech PIN-based Authentication • Interoperable with most common IP-PBXs and

SIP PSTN Gateways.

Best of breed Voice Quality• WAN Bandwidth Management• Platform monitoring for call establishment, mid-

way call control, and audio quality of experience.• Support for G.722 codec for audio conferencing

Speech-enabled • VoiceXML 2.x Browser• Automatic Speech Recognition and Speech

Synthesis in 26 Languages


10


99.9% Availability • Registration & SIP Dialog Resiliency• Draining and Failover• User Services Availability

Application Server deployment and provisioning• Scriptable activation through Windows

PowerShell • Simple Application Provisioning• UCMA Runtime Deployment• DNS Load balancing • Service Discovery

Continuity• UCMA 2.0 Applications supported against Lync

server• API Backwards compatibility (UCMA 1.0 and

UCMA 2.0)


11

What can you do with UCMA 3.0?

Alerts & Notifications

Enable Lync from any device, any platform

Enable Customer Care using the Lync Platform

Enable Expert Search

12

Jennifer, Inventory Manager (Online)Device: ERP Web application

Text To Speech

Email

IM

Alert :Low Inventory

Inventory Chart

Aida , Financial Controller (Appears Offline)Device: Outlook

John, Chief Operating Officer (DND, Urgent Interruptions Only)Device: Smartphone

Contoso Warehouse

Lync Server 2010

Alerts & Notifications Platform

IM

SV , Financial Controller (Online)Device: Lync

Alert System

UCMA 3.0

13

CTI Server

Traditional Contact Center Topology

ACD ServerIVR Server Call Recording Server

Agents Back Office

PBX

PSTN Internet

Web Chat Server

Customer

VoIP GatewayLync Server Server

Speech Engines

14

UCMA – A Customer Care Platform for Partners A multi channel platform

Unified Communications Managed API

Match MakerSoftware

IVRCapabilities

ACDCapabilities

Call RecordingCapabilities

ReportingSoftware

Back-endIntegrationSoftware

Agent DesktopIntegrationSoftware

Help Desk Solution

Microsoft Lync Server InfrastructureAgents Back Office

LOBSoftware

Customer

Query/Response Bot Capabilities

PSTN

Internet

Music Player Capabilities

15

Web Chat, Click-to-CallEmbed Contextual Communications in Web Sites

16

Lync Server 2010

Web Portal (WCF)

UCMA 3.0

Contact Center

UCMA 3.0

1. Web Chat + Context

2. INVITE + Context

3. Response

4. Response

.

16

demo

Web Chat & Windows Live Messenger

Extend your reach

Contact Center

UCMA 3.0

4. Agent w/ matching skills becomes available

6. Supervisor silently listens & whispers

Front Office Back Office

1. Makes call

2. IVR or IM response

(Determines required skills)

Agent skills &

availability

3. Agent hunting& Music On Hold

5. Call Dispatch & Agent Anonymity

Lync Server 2010

Customer

Customer Care PlatformTurn the Lync Platform into a profit Center

Microsoft Lync

Windows Live Messenger

Web chat, click-to-call(external customer)

18

demo

Customer Care Demo

Agent and Supervisor Experience

Customer Care: Key Features

Back-To-Back User agent AnonymizationClick to communicateSupervisor silent monitoring

Speech Technology (ASR, TTS)

WMA multicast player

Scalable Presence ViewAgent availability

ConversationIM escalation to conferencingMulti-channel

Trusted Conferencing User &Audio Route Management

Silent monitoringWhisperingIntervening

20

Audio Routes in the Contact Center Demo

Customer Care -Default mix

Agent

ExpertCustomer

AVMCU

SRTP

SIPDefault Audio

Routing

B2BUAUCMA 3.0

=

Agent - source

Cust

omer

- si

nk

Agen

t - s

ink

Expe

rt -

sink

Customer - source

Expert - source“Who talks to whom?” table

Audio Source is connected to Audio Sink (i.e. the sink

can hear the source)Audio Source is not

connected to Audio Sink (i.e. the sink cannot hear

the source)

Customer Care - On HoldMusic On Hold

Agent - source

Cust

omer

- si

nk

Agen

t - s

ink

Mus

ic O

n H

old

- sin

k

Expe

rt -

sink

Customer - source

Expert - source

Music On Hold - source“Who talks to whom?” table




the source)

Agent - source

Cust

omer

- si

nk

Agen

t - s

ink

Mus

ic O

n H

old

- sin

k

Expe

rt -

sink

Customer - source

Expert - source

Music On Hold - source“Who talks to whom?” table




the source)

Agent

ExpertCustomer

AVMCU

SRTP

SIP

Default mix

Outgoing Audio Route

B2BUAUCMA 3.0

Music On Hold Trusted Conferencing User

UCMA 3.0

Customer Care - SupervisorSilent Monitor

Agent - source

Cust

omer

- si

nk

Agen

t - s

ink

Supe

rvis

or (v

ia T

CU) -

si

nk

Expe

rt -

sink

Customer - source

Expert - source

Supervisor (via TCU) - src“Who talks to whom?” table




the source)

B2BUAUCMA 3.0

B2BUA & TCU UCMA 3.0

Supervisor

Agent

ExpertCustomer

AVMCU

SRTP

SIP

Default mix

Incoming Audio Route

Customer Care - SupervisorWhisper

Agent - source

Cust

omer

- si

nk

Agen

t - s

ink

Supe

rvis

or (v

ia T

CU) -

si

nk

Expe

rt -

sink

Customer - source

Expert - source





the source)

B2BUAUCMA 3.0

B2BUA & TCU UCMA 3.0

Supervisor

Agent

ExpertCustomer

AVMCU

SRTP

SIP

Default mix



Supervisor

Agent

Expert

Trusted Conferencing User

AVMCU

SRTP

B2BUA SIP

B2BUA

Default mix



Customer Care - SupervisorIntervene

Agent - source

Cust

omer

- si

nk

Agen

t - s

ink

Supe

rvis

or (v

ia T

CU) -

si

nk

Expe

rt -

sink

Customer - source

Expert - source


Lync Server 2010

App Server 1

App 1

UCMA 3.0

AppEp1

App Server 2

App 1

UCMA 3.0

AppEp1

App 2App 2

Lync Server Management Shell:

New-CsTrustedApplicationPoolNew-CSSetCertificate


New-CSTrustedApplication


New-CSTrustedApplicationEndpoint

Application Pool

DNS load-balanced

Incoming Call

27

Key Take-Aways

The UC Managed API enables advanced communications scenarios

The UC Managed API is a powerful API for reach scenarios

28

Get Started with Unified Communications!

UC Developer Portals

http://msdn.microsoft.com/Lync

Sign-up for http://gotuc.net - a UC Developer Sandbox

Download the UCMA 3.0 SDK

Download the samples from MSDN

Visit CodePlex, MSDN Code Gallery

Download the Virtual Test Drive – http://www.microsoft.com/vhd

29




http://gotuc.net/

Q & A

References

Microsoft Unified Communications Managed API 3.0 Software Development Kit

http://www.microsoft.com/downloads/en/details.aspx?FamilyID=4493baab-6214-4770-8cf9-69c813e8a9fa

Microsoft Unified Communications Managed API 3.0 Runtime

http://www.microsoft.com/downloads/en/details.aspx?FamilyID=418cc593-f31e-48be-957c-d3c9020c6b01

Microsoft Unified Communications Managed API 3.0 Core SDK Documentation

http://msdn.microsoft.com/en-us/library/gg421023.aspx

UCMA 3.0 REST Sample

http://ucma3restsample.codeplex.com/





http://msdn.microsoft.com/en-us/library/gg421023.aspx

http://ucma3restsample.codeplex.com/

Related Content

EXL201 – Microsoft Lync 2010: Winning in Voice and Video

EXL303 – Four Ways to Leverage the Microsoft Lync 2010 Client APIs in Your Applications

EXL402 – Microsoft Lync Server Unified Communications Managed API:Writing Advanced SIP Applications

EXL324 – Top 10 Insights on Development of Microsoft Exchange Server and Microsoft Lync Server 2010 against Microsoft Office 365

Related Content

EXL201 – Microsoft Lync 2010: Winning in Voice and Video

EXL303 – Four Ways to Leverage the Microsoft Lync 2010 Client APIs in Your Applications

EXL402 – Microsoft Lync Server Unified Communications Managed API:Writing Advanced SIP Applications

EXL324 – Top 10 Insights on Development of Microsoft Exchange Server and Microsoft Lync Server 2010 against Microsoft Office 365

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Learning

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Documents

EXL402. 2 3 Microsoft.Speech SIP/SIMPLE (SIP Stack) SRTP/Codecs (Media Stacks) SRTP/Codecs (Media Stacks) Server SAPI (Speech Engines) UCMA Core API