Embedding communications in your applications Russell JF Kirk

Embedding communications in 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

Extending Contextual Collaboration Communicate with context from within applications Developers can easily embed rich presence in any application using Microsoft’s presence controls and presence code samples. 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 Sales. Force and Google Maps

Desktop integration

What? Exchange 2007 / 2010 Office Communications Server 2007 R 2 Communications Server Wave 14

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 Teams can collaborate with each other by participating in topic based discussions that persist over time. Key Features List of available chat rooms Chat room history Customizable filters and alerts Archiving for compliance

Communications devices Complement a user’s PC telephony with devices that provide a familiar form factor. Key Features USB and standalone devices Optimized for use with Office Communicator Enhanced voice quality Improved ergonomics

Communicator mobile Mobile clients for IM/Presence Employees can use their mobile phone as an extension of their business phone and communicate using presence and IM. Key Features JME support for Nokia S 40, Motorola RAZR devices Single number reach Simultaneous multiple IM sessions GAL search for contacts

Communicator attendant Call management application for team assistants Team assistants and receptionists using presence to manage conversations and provide fast, efficient service to callers. 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

Communicator web access HTML-based IM, presence, & desktop sharing Use a web-based version of Office Communicator to find people, see their presence, IM with them, desktop share, or start an audio conference. 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

Delegation Call management by assistants on behalf of executives Assistants can place and receive calls , initiate and join conferences and quickly transfer calls on behalf of the executive. Key Features Multiple-delegate support Designate back-up delegate Visual and Email notifications of calls handled by delegate

Cross platform desktop sharing Communicator based sharing of desktop programs Collaborating users can share their desktop programs across different platforms. Key Features One click sharing from Communicator CWA* for browser based experience Call Me Fast rendering * Communicator Web Access

High definition video High quality video conferencing Collaborating users can easily use off the shelf web cams to participate in video communications. 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 * Resolution 640 x 480, ratio 4: 3 ** Resolution 1280 x 720, ratio 16: 9

Dial-in conferencing On premise audio conferencing bridge Save conferencing costs by setting up an on-premise audio-conferencing bridge for both internal and external users. Key Features Supports Vo. IP and/or PSTN dial-in Conferencing Attendant Scheduled or reservationless conference

Response group User configurable call treatment, queuing & routing 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. 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

Single number reach One number for reaching and identifying end users IT administrators can consolidate telephony and cellular call records for compliance and billing purposes. Key Features Single Voicemail CDRs include cellular calls Dial plans extend to cellular calls

SIP trunking Direct connectivity to the PSTN using SIP Organizations can reduce costs and simplify management by directly connecting to the PSTN over SIP without on-premise gateways. Office Communicator Key Features Direct SIP connectivity between Mediation Server and ITSP Session Border Controller not required on customer premises Microsoft participating in SIPConnect working group ITSP: Access to PSTN and Mobile Phone Networks Mediation Server SIP OCS 2007 R 2 IM, Presence, Audio Video, Conferencing

How? Choice of APIs Server or client side Rich or web-based clients

The Microsoft UC Platform Software-powered UC Great Tools Software Platform Conferencing Enterprise Telephony Group Chat Robust Platform Instant Messaging Comprehensive APIs E-Mail and Unified Messaging User Experience Common Management Code Samples

Unified communications platform Middle-tier Client Contextual Collaboration Your Application Business Process Communication Anywhere Information Access Your Application UC Workflow Activities Windows Workflow Activities & Voice. XML / SALT UC Workflow API Speech Server Managed API Presence Controls Your Application Communicator Automation API Exchange Web Services Managed API Exchange Web Services Exchange 2007 Client Access Server Your Application Office Communicator 2007 Your Extensions Unified Communications Client API Office Communications Server 2007 R 2 Your Application AJAX code samples Unified Communications AJAX Service Unified Communications Managed API 2. 0 OCS 2007 Communicator Web Access Server Windows Server OCS 2007 Speech Server

Which API or SDK for what functionality? 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

Visual Studio Integration Extend the reach of your application for Anywhere Information Access Development of Communications-enabled Business Processes are easy with Visual Studio 2008 based GUI tools like UC Workflow Activities 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? Sign In/ Sign Out Presen ce Conferenci ng OC 2007 R 2 SDK Video VOIP/ Phone Contact s IM

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) Contacts. List/Custom. Contact. List Search. Input/Search. Results Leverage contact info and presence Contact. Card/Popup. Contact. Card Presence. Availability. Indicator Launch communications Start. Instant. Messaging. Conversation Start. Audio. Conversation

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 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 Tech. Net http: //technet. microsoft. com/engb/office/bb 267356. aspx Microsoft MSDN http: //msdn. microsoft. com/enus/office/aa 905374. aspx UCcommunity. org. uk Got. UC. net Got. Speech. 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@Grey. Convergence. com @russelljfkirk +44 (0)7976 161898