SESSION CODE UNC 401 Albert Kooiman Sr Product

SESSION CODE: UNC 401 Albert Kooiman Sr. Product Manager Microsoft Corporation Stephane Taine Sr. Program Manager Lead Microsoft Corporation

Introduction 4

UCMA Workflow API Voice. XML UCMA Core API UCMA Server Speech API Communications and Collaboration Microsoft. Speech SIP/SIMPLE (‘S 4’ SIP Stack) SRTP/Codecs (Media Stacks) Communications Server Infrastructure 5 Server SAPI (Speech Engines)

Rich and easy to use multi-layered. NET API for Communications Workflow Dialog Activities General Activities Call Control Communications Event Types Communications Exceptions Error Handling Call Control Activities Instant Messaging Audio Video Conferencing Voice. XML Browser Dialog Communications Event Types Collaboration Conference Management Conversation Call Extensibility Presence Commands Server Speech API Contact Groups Platform Signaling End Point/Connection Management SAPI Common Basic Classes Communications Server Infrastructure 6 Microsoft Speech Recognizer Microsoft Speech Synthesizer

Collaboration. Endpoint Local. Participant (Default) Local Participant Multimodal Conversation Remote Participant(s) Contacts Groups App. Sharing. Mcu Session App. Sharing. Call App. Sharing. Flow App. Sharing Provider (custom) Presence Subscription Instant Messaging. Mcu Session Instant. Messaging. Call Instant. Messaging. Flow IMProvider (built-in) Audio. Video Mcu. Session Audio Video Call Presence Publishing Services Conference Services Single modal B 2 BProvider Audio. Video. Flow (custom) Recorder Player Av. Provider (built-in) Tone Controller Conference Session Speech Recognizer Speech Synthesizer Multiparty Control 2 -Party Call Control Media Flows Call Control Devices Media Control Collaboration. Platform Media Providers

Microsoft Unified Communications Managed API What is new in version 3. 0?

UCMA 3. 0 Features Enhance Conferencing & Collaboration Features • Introducing the Trusted Conference User model and audio route management • Enhanced conference scheduling and in-meeting control (conference lobby, PSTN bypass, access level, global announcements, hard/soft mute) Simplify Presence Object Model • Object Model to publish/subscribe to Presence categories (no need to parse XML) • Introduction of Presence Views • Helper APIs to simplify the protocol Drive Better-together story with Microsoft Office Communicator 14 platform • Selection and launch of custom Silverlight/Web applications running in Office Communicator “ 14” (command control) Conversation Window Extension from UCMA 3. 0 services

UCMA Improvements UCMA 3. 0 Goals Become an Enterprise-grade Voice platform Improve Voice Quality • • Improve human-machine dialogs through Speech • • UCMA 3. 0 Features Introduction of a Back-To-Back-User-Agent (B 2 BUA) Support for Call Park & Retrieve DTMF and Speech-enabled User Authentication (one PIN). Interoperable with the most common IP-PBXs and SIP PSTN Gateways WAN Bandwidth Management Improved platform monitoring for call establishment, midway call control, and audio quality of experience. Additional performance Counters for tracking Key Health Indicators Support for G. 722 codec in addition to SIREN when connected to AVMCU Voice. XML 2. 1 Browser Automatic Speech Recognition and Speech Synthesis in 26 Languages

Improve availability (99. 9%) and resiliency • Simplify deployment, provisioning, and reduced TCO • • • Enable Continuum • • UCMA 3. 0 Features Improve Registration & Dialog Resiliency (recovery from Intermediate Hop failures) Support Draining and Failover User Services Availability Automated activation through Windows Power. Shell (in lieu of WMI) Integrated application provisioning Developer Experience UCMA runtime as deployment pre-requisite Support for DNS Load balancing (continued support for HLB). Support deployment of and interoperability with UCMA 2. 0 -based applications against Microsoft Communications Server “ 14” or in co-existence with OCS 2007 R 2 API backwards compatibility (only need to rebuild your UCMA 2. 0 Application against UCMA 3. 0)

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Personal Mobile Voice Assistant Demo Introduction

Demo Script Overview – Stage 1 14

Demo Script Overview – Stage 2 15

Demo Script Overview – Stage 3 16

Personal Mobile Voice Assistant Demo Technical Deep Dive

Command channel sharing Conversation Conference. Session Mute All (PSTN user 1) Subscription sharing PSTN user 2 is muted Establishing multiple calls Customized MCU routing *6 Av. Call 1 (for PSTN user 1) Av. Call 2 (for PSTN user 2) Focus PSTN user 1 *6 Av. Mcu blip PSTN user 2

user A Outgoing Audio Routes from the call Remote Sinks: A, B TCU Call AVMCU user B Incoming Audio Route to the call Remote Source: C user C

UCMA and the Contact Center Introduction

Customer PSTN Internet PBX Vo. IP Gateway ACD Server IVR Server CTI Server Call Recording Server OCS Server Web Chat Server Speech Engines Agents 22 Back Office

A multi channel platform Internet Customer PSTN Reporting Software Help Desk Solution Call Recording Capabilities Back-end Integration Software Agent Desktop Integration Software ACD Capabilities IVR Capabilities Music Player Capabilities 23 LOB Software Match Maker Software Unified Communications Managed API Office Communications Server Infrastructure Agents Query/Response Bot Capabilities Back Office

Contact Center Demo Web Chat and Call Back 24

Web Chat (and option for Call Back) 25

Contact Center Demo Introduction

Demo Script Overview – Stage 1 28

Demo Script Overview – Stage 2 29

Demo Script Overview – Stage 3 30

Demo Script Overview – Stage 4 31

Demo Script Overview – Stage 5 32

Internal and External Customers and Partners 35

Aspect Unified IP 6. 6 SP 1 – in market since June 2009 36

http: //connect. claritycon. com – in market since January 2010 37

Agent View – Sales History 38

Agent View – Call History 39

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Microsoft Unified Communications Managed API High Level API Overview

Multimodal Communications Workflow Dialog Activities General Activities Call Control Communications Event Types Communications Exceptions Error Handling Call Control Activities Instant Messaging Audio Video Conferencing Conference Management Dialog Communications Event Types Collaboration Conversation Call Extensibility Presence Server Speech API Contact Groups Platform Signaling 53 Voice. XML Browser Commands End Point/Connection Management SAPI Common Basic Classes Microsoft Speech Recognizer Microsoft Speech Synthesizer

Multi-party capable and extensible to add or replace modalities Workflow Dialog Activities General Activities Call Control Communications Event Types Communications Exceptions Error Handling Call Control Activities Instant Messaging Audio Video Conferencing Conference Management Dialog Communications Event Types Collaboration Conversation Call Extensibility Presence Server Speech API Contact Groups Platform Signaling 54 Voice. XML Browser Commands End Point/Connection Management SAPI Common Basic Classes Microsoft Speech Recognizer Microsoft Speech Synthesizer

Multi-party capable and extensible to add or replace modalities Workflow Dialog Activities General Activities Call Control Communications Event Types Communications Exceptions Error Handling Call Control Activities Instant Messaging Audio Video Conferencing Conference Management Dialog Communications Event Types Collaboration Conversation Call Extensibility Presence Server Speech API Contact Groups Platform Signaling 55 Voice. XML Browser Commands End Point/Connection Management SAPI Common Basic Classes Microsoft Speech Recognizer Microsoft Speech Synthesizer

Includes top-class Speech Technology in 26 languages Workflow Dialog Activities General Activities Call Control Communications Event Types Communications Exceptions Error Handling Call Control Activities Instant Messaging Audio Video Conferencing Conference Management Dialog Communications Event Types Collaboration Conversation Call Extensibility Presence Server Speech API Contact Groups Platform Signaling 56 Voice. XML Browser Commands End Point/Connection Management SAPI Common Basic Classes Microsoft Speech Recognizer Microsoft Speech Synthesizer