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

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Software Platform

User Experience

Com

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Man

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Code Samples

Comprehensive APIs

Inst

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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

russ.kirk@GreyConvergence.com 07976 161898