Embedding communications in your applications

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17 Φεβ 2014 (πριν από 3 χρόνια και 8 μήνες)

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Embedding communications
i
n
your applications

Russell JF Kirk

Grey Convergence

MVP Office Communications Server

Communications in applications


Why



What



How

Why?


Architecture as a business differentiator



Decrease time to decision / execution



Reduce human latency

Developers can easily embed rich presence in any application using Microsoft’s
presence controls and presence code samples.

Extending Contextual Collaboration

Communicate with context from within applications

Key Features


Build “Rich Presence”

into any application


Power up

“Click to Communicate”


Display communications
context in LOB applications

Contextual Collaboration in Outlook

Custom Outlook 2007 Add
-
In

Contoso

Retail Proof of Concept

Sales 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


Gartner


Communications Enable Business Processes CEBP


Unified Communications & Collaboration



Office + SAP = Duet



Partners with SalesForce and Google Maps

Desktop integration

What?


Exchange 2007 / 2010



Office Communications Server 2007 R2



Communications Server Wave14

Core services


Email


Unified messaging


Instant messaging and presence


Conferencing


Audio, IM, video, web and desktop sharing.


Voice


Peer
-
to
-
peer and PBX replacement.

Group chat

Persistent 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 devices


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 mobile

Mobile 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
a
ccess

HTML
-
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.

Delegation

Call 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 sharing

Communicator 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.

High definition video

High 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
c
onferencing

On premise audio conferencing bridge

Key Features


Supports VoIP and/or

PSTN dial
-
in


Conferencing Attendant


Scheduled or reservation
-
less

conference


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 group

User 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 reach

One 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
trunking

Direct connectivity to the PSTN using SIP

Mediation

Server

SIP

Office Communicator

OCS 2007 R2

IM, Presence, Audio

Video, 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

How?


Choice of APIs



Server or client side



Rich or web
-
based clients



Great Tools


Robust Platform

The Microsoft UC Platform

Software
-
powered
UC

E
-
Mail
and

Unified Messaging

Enterprise

Telephony

Conferencing

Software Platform

User Experience


Common Management


Code Samples


Comprehensive APIs

Instant

Messaging

Group

Chat

Unified
c
ommunications platform

OCS 2007

Speech
Server

Office Communications Server
2007 R2

OCS 2007

Communicator Web Access
Server

Exchange 2007

Client Access
Server

Contextual Collaboration

Business Process

Communication

Anywhere

Information Access

Client

Middle
-
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 Communicator

2007

Unified Communications Client API

Your Application


Presence Controls

Communicator

Automation API

Your Extensions

Your Application

Exchange

Web Services

Your Application

Exchange

Web Services

Managed API

Contextual Collaboration


Embed Presence

& Click to Communicate

Communicator Automation API

UC AJAX SDK

UC Client API 1.0 SDK


Embed PIM Information

Exchange Web Services

EWS Managed API


Build Communications Client

UC Client API 1.0 SDK

UC AJAX SDK

Business Process

Communications


Send Alerts & Notifications

UC Managed API 2.0 SDK


Query Presence

UC Managed API 2.0 SDK


Do Outbound Calls

UC Managed API 2.0 SDK

Speech Server (2007) SDK



Anywhere

Information Access


Automated Agents (Bots)

UC Managed API 2.0 SDK


Speech IVR

Speech Server (2007) SDK



Which API or SDK for what
f
unctionality
?

Development of Communications
-
enabled Business Processes are easy with Visual
Studio 2008 based GUI tools like UC Workflow Activities

Visual Studio Integration

Extend 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 does the OC 2007 SDK enable?

OC 2007
R2 SDK

Sign In/
Sign Out

Presence

Contacts

IM

VOIP/
Phone

Video

Conferencing

Exchange services and clients


I want Exchange 2010 data in my app…


Create, read, update and delete


Mail, calendar, contacts, tasks


Impersonation or delegate


I want Outlook 2010 feature “X” in my app…


Availability/free busy


Data subscription/notification


Synchronisation









Office Communicator 14 controls

Integrating OC 14 using WPF and Silverlight


Find contact(s)


ContactsList
/
CustomContactList


SearchInput
/
SearchResults


Leverage contact info and presence


ContactCard
/
PopupContactCard


PresenceAvailabilityIndicator


Launch communications


StartInstantMessagingConversation


StartAudioConversation

Office Communicator 14 Managed
API


Totally new managed API for OC 14 object model


Productivity of
IMessenger

Automation API, without the ceiling


Power of UCCA API, without the complexity


Object Model


UCClient
,
UIAutomation


Conversation, Modality, Participant


Contact, Group


Requires Office Communicator 14


Provides OCS 14 endpoint to simplify development


Visual Studio 2010/2008, .NET
Fx

3.5+, Silverlight 3.0+







Office Communicator 14
Extensibility

Extend Office Communicator
14 client


Shell execution from OC 14


Contact List
action context
menu/right click


Contact Card context menu drop down


Passes SIP URI(s) based on select, multi
-
select


Kiosks where OC 14 is not appropriate


Lobby, customer self service application


UI
-
less access to OC 14 object model





UCMA 3.0 Workflow Activities

Integrate communications into
business
processes


Create OCS 14 contact that executes WF…


Inbound IM or voice call to provide self service/PVA


Outbound IM or voice call based on event for CEBP


IM


Prompts and menus


Voice


Text to Speech or recorded prompts


Automatic Speech
Recognition


Speech
Recognition Grammar Specification (SRGS) defines acceptable replies


Prompts engine provide good IMUI/VUI


Activities for presence, call control (transfer, etc.)


Custom activities and UCMA 3.0 Core provide customization

UCMA 3.0 Core SDK


Make it easier



Automatic Provisioning


Always Online presence publishing


DNS
Load
Balancing


Make it better


Back to Back user agents


Trusted Conference User


Authentication/Impersonation


Scenarios


Communications Enabled Business Process (CEBP)


Personal Virtual Assistants


Web Click
-
to
-
Chat


Web Click
-
to
-
Call


ACD/Call Center/Contact Center


Supervisor (Whisper/Barge In)


Man in the Middle


Back to Back

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 TechNet


http://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&A

In today’s business world it is a competitive advantage
to be able to communicate quickly
and
efficiently.


www.microsoft.com/uk/AICFeedback


russ.kirk@GreyConvergence.com

@
russelljfkirk

+44 (0)7976 161898