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Partner Release Note Vision 80/20 for 2012-11-09.

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Presentation on theme: "Partner Release Note Vision 80/20 for 2012-11-09."— Presentation transcript:

1 Partner Release Note Vision 80/20 for

2 Contents What is Vision 80/20 for Microsoft Lync? 2 types of Integrations – Why UCMA (Windows)? Why UCMA (Windows)? – Why SIP (Linux)? Why SIP (Linux)? Why Vision 80/20 for Microsoft Lync Value Added Background and market Vision 80/20 for Lync portfolio – PAM PAM – Vision 80/20 Calendar integration Vision 80/20 Calendar integration – Vision 80/20 Attendant Client Vision 80/20 Attendant Client – Vision 80/20 Queue Vision 80/20 Queue – Vision 80/20 Line state Vision 80/20 Line state – Vision 80/20 Mobile line state Vision 80/20 Mobile line state – Vision 80/20 Contact Center Vision 80/20 Contact Center – Vision 80/20 Statistics Vision 80/20 Statistics – 80/20 Auto Attendant 80/20 Auto Attendant – Vision 80/20 Spoken Presence and voic Vision 80/20 Spoken Presence and voic – Vision 80/20 Active Directory Integration Vision 80/20 Active Directory Integration Note! Extra information in Speaker notes on slides! Technical drawings Packaging Estimated time of installation Technical details for System Integrators Language support FAQ

3 What is Vision 80/20 for Lync? Vision 80/20 for Lync is the term used do describe the Vision 80/20 products and services available for the Microsoft Lync platform Vision 80/20 for Lync Vision 80/20 Presence and Availability Management Vision 80/20 Attendant Client Vision 80/20 Line state Vision 80/20 Mobile line state Vision 80/20 Contact Center (Requires Linux) Vision 80/20 Statistics Vision 80/20 Spoken Presence (Requires SIP) Vision 80/20 Voic (Requires SIP) Vision 80/20 AD-Link Vision 80/20 Calendar integration Vision 80/20 Auto Attendant (Requires SIP)

4 Two types of integrations (UCMA and SIP) UCMA – Pure Lync using Microsoft's recommended API (only available on Windows Platform) – Pure Lync – Only Windows based – Limited Contact Center and media blending needs (chat, SMS, ) – Limited Auto Attendant needs – Spoken Presence-> one server but requires SIP – Vision 8020 Spoken Presence and voic (Tala) over SIP SIP – for Hybrid solutions (with PBX and Linux-based products) – PBX extensions requiring spoken presence/rich presence/advanced attendant features/calendar link (Hybrids) – PBX in front of Lync – Contact Center features such as media blending, recording – Auto Attendant installations – IVR Pro (VIP2000) requires Linux platform

5 Why UCMA (Windows) integration? UCMA = Microsoft Unified Communications Managed API API that supports Voice, Chat, Presence, Video etc. Currently used for Presence and Line state Requires Vision 80/20 Call Server for Windows (not Linux) for call-handling Microsoft Lync = (UCMA) 3.0 Advantages of UCMA: More suitable for customers with a Microsoft strategy Endpoints, like Vision 80/20 are native parts of Microsoft Lync environment Recommended by Microsoft Single Windows server solution Easier and more cost effective installation There is no need for gateways to Vision 80/20 Server for Vision 80/20 is required The integrator may need to connect the Lync environment to PSTN (via gateway or SIP)

6 Advantages of SIP Contact Center functionality Media blending (Chat, , SMS) Recording Whisper Case log Open line, questionnaire, delayed agents etc. Attendant has free seating Mobile Fixed Abbreviated number Lync No computer required Supports mobile agents and people on the floor that lack computers Why SIP (Linux) Integration?

7 The step over to the Lync platform is quite easy – Organizations already have Microsoft license agreements Shift in decision making from telephony to IT – CIO (Chief information Officer) or equivalent is the new decision-maker/buyer of telephony Keeping the PBX in a hybrid solution is today the most common step towards Lync Organizations that in the past needed Vision 80/20 products continue to do so Microsoft targets large customers, hoping that smaller will follow Background and market potential

8 Vision 80/20 for Lync - Value Added Vision 80/20 for PBX with Presence Link for Lync Vision 80/20 with Lync (Windows or Linux) Lync Presence Collaboration PBX Lync PBX, Presence Collaboration Vision 80/20 Lync PBX, Presence Collaboration Vision 80/20 Vision 80/20 Hybrid with Lync (Linux) * Requires Mobile Network API licenses. Several suppliers supported Auto Attendant Calendar Integration AD-LinkStatistics Contact Center Line state and Mobile LineState* Spoken Presence and Voic Attendant Client Presence and Availability Vision 80/20 Presence Services (Mobile Network Integration) Lync Presence Collaboration Vision 80/20

9 Why Vision 80/20 for Lync? 1(2) Line State – Fixed and Mobile Quick and intelligent call-handling in powerful Attendant Client with faster search, call-handling and connecting of calls Two way Active Directory integration – Easier user administration Exchange Calendar integration Integrated call-handling using built in queue with multiple options such as: – Expected waiting time – Number in queue

10 Why Vision 80/20 for Lync? 2(2) Presence integration handles busy Lync extension professionally. – We forward calls when busy to Attendant or Spoken Presence. Spoken Presence also offers personal queue. Two-way Presence connection – Updates the Lync client status based on current Vision status and vice versa Powerful Statistics including Lync calls Camp on busy can be based on line state which simplifies Attendants work Attendant can initiate chat sessions with Microsoft Lync users Attendant client is integrated with the Lync client (UCMA only) – Attendant client monitors the Lync client controlling answer and hang up

11 Vision 80/20 PAM integrated with Lync Important information to attendants, colleagues and callers Answers the question why you are absent and when you are expected back Two-way integration between Vision 80/20 PAM and Lync A rich presence in Vision 80/20 is transferred to Lync A status change in Lync is transferred to Vision 80/20 PAM An extension will remain in status available if the user doesnt change it to busy in cases with an active rich presence from Vision 80/20.

12 Optional presence in Lync Rich Presence Maximize your integration! Optional presence status activates rich presence in Vision 80/20 and forwards Lync extension to Voic , Spoken Presence or Attendant.

13 Vision 80/20 Calendar Integration A calendar integration changes the status to in a meeting and Vision 80/20 forwards the extension.

14 Vision 80/20 Attendant Client 1(2) For professional and efficient attendants Increased queue functionality with extra functionality such as – Expected waiting time – Number in queue – Skill-based routing – VIP queues Advanced search with various options (department, title, key words, skills, organization etc.) Progressive search Shortcut keys eliminates excessive clicking on mouse Camp on busy Handles multiple sites and geographically spread organizations Attendants may chat with users or call users using Lync client

15 Vision 80/20 Attendant Client 2(2) For professional and efficient attendants Flexible scheduled queues – One schedule handles multiple numbers to queues Queue overview and pick calls from queue Call is routed back to attendant from extension with additional information – From voic or Spoken presence – Busy – No answer Free Seating (SIP) – In UCMA-integrations Attendants have to answer calls using Lync client See status of other Attendants Transferred calls are returned back to the originating attendant if not answered

16 PSTN The queue in Vision 80/20 Call Server Vision 80/20 Call Server Vision 80/20 Call Server Queue System Administrator Vision 80/20 Attendant

17 Vision 80/20 queue - possibilities Vision 80/20 Call Server Another queue External number Welcome messages and estimated waiting time Welcome messages and estimated waiting time Music on hold (only Windows) Recording (only Linux) Overflows: Queue Queue options: Emergency Message (only Linux) Callback and Scheduled Call-back (only Linux) Callback and Scheduled Call-back (only Linux) Ringtones and Position in queue

18 Spoken presence for Lync When you dont want to miss out on business opportunities Informs your environment (not only within the organization) why you are away and when you will be back Handles: No answer Busy Active rich presence Redirects the call to: Attendant Voic Queue on a busy extension (Voic included in service) Technical sketch

19 Lync Call Forwarding - without Spoken Presence To voic To attendant Incoming Call Voic Attendant With a standard Lync deployment only standard voic message recorded by the user can be used Hence, the information and possibilities for the caller is limited

20 Lync Call Forwarding - with Spoken Presence Vision 80/20 Voic Attendant Incoming Call Option 1 Voic Option 2 Attendant Queue Option 3 Personal queue Busy extension The person you have called is busy. Please press 0 to wait or press 9 for Operator

21 Vision 80/20 Line state An important part of Presence Users Vision 80/20 PBX Mobile Operator Vision 80/20 Attendant Mobile Line state Fixed and Mobile Line state Line state

22 Vision 80/20 Mobile Line state All trends are pointing at increasing mobility – make sure your mobiles are well integrated with your communications platform Mobile Lines state updates the Lync client and Attendant client with your current mobile status Possibility to queue on a busy extension when a call is connected from spoken presence or Attendant

23 Microsoft Active Directory integration Simplify administration with Active Directory integration One or two-way integration Easy and cost-effective management of personnel changes Information always accurate and up-to-date Saves time and resources Eliminates need to enter data in parallel databases Creates new users upon installation - provisions the 80/20 database for most effective Lync integration Automatically updates the Vision 80/20 database Minimizes error potential Users can suggest changes through web interface Built-in verification Users can review their data in web client Approved user change requests will update AD Automatic removal of former employees in Vision 80/20 database Normalization of extensions and other numbers (see speaker notes)

24 Microsoft Active Directory integration Changes

25 AD Integration Verification of changes Vision 80/20 Microsoft AD Synchronize Suggested Changes Suggested Changes Approved changes Users Administrator

26 Vision 80/20 Contact Center Easy-to-use web based Contact Center for efficient customer service Independent of telephone, PBX and geography Easy to administrate 1 day adm. training 1,5 h user training Mobile calls, Fixed calls, Lync calls, Chats, and SMS Secure and stable Powerful Statistics More than 200 satisfied customers Note! Requires Linux and SIP

27 Powerful Statistics with Vision 80/20 Statistics Take control with Vision 80/20 Statistics Comprehensive statistics on all calls (including Lync calls), s and chats Scheduled automatically generated reports Customized Reporting – Flexible filtering and grouping Zoom up and down in data Visual reports – Pie charts, graphs and bars Easy export of data (PDF, Excel or CSV-file) Web based Flexible assignment of permissions and rights

28 Available Statistics Reports for Lync

29 Vision 80/20 Auto Attendant The markets best Voice controlled operator Available 24/ % fewer calls to the operator Four languages: English, Swedish, Norwegian and Danish Comprehensive statistics Note: Requires SIP-integration (see technical sketch)(see technical sketch)

30 UCMA - Lync Standard Edition* (One server) PSTN Front End Server* Mediation Server* Vision 80/20 Attendant Lync User Vision 80/20 Call Server for Windows Vision 80/20 Call Server for Windows

31 UCMA - Lync Enterprise Edition* (Larger environment) PSTN Vision 80/20 Attendant Lync User Vision 80/20 Call Server for Windows Vision 80/20 Call Server for Windows Microsoft Lync 2010 Front End Server Microsoft Lync 2010 Mediation Server

32 UCMA Integration - with Spoken Presence PSTN Vision 80/20 Attendant Lync User Vision 80/20 Call Server for Windows Vision 80/20 Call Server for Windows Microsoft Lync 2010 Front End Server Microsoft Lync 2010 Mediation Server SIP required for Spoken Presence UCMA

33 UCMA Integration - with Auto Attendant PSTN Lync User Vision 80/20 Call Server for Windows Vision 80/20 Call Server for Windows Microsoft Lync 2010 Front End Server Microsoft Lync 2010 Mediation Server Vision 80/20 Auto Attendant Server Vision 80/20 Auto Attendant Server SIP required for Auto Attendant

34 UCMA Integration - with Spoken Presence and Gateway PSTN Vision 80/20 Attendant Lync User Vision 80/20 Call Server for Windows Vision 80/20 Call Server for Windows Microsoft Lync 2010 Front End Server Microsoft Lync 2010 Mediation Server SIP GW SIP required for Spoken Presence

35 SIP Hybrid Integration - with PBX PSTN Vision 80/20 Attendant Lync User Vision 80/20 Call Server for Linux Vision 80/20 Call Server for Linux Microsoft Lync 2010 Front End Server Microsoft Lync 2010 Mediation Server SIP PBX SIP Optional

36 Packaging Vision 80/20 for Microsoft Lync (UCMA-based Call-handling) - pricelist items Mandatory items Vision 80/20 Server Vision 80/20 Call Server for Windows Vision 80/20 Manager Vision 80/20 Presence Link for Lync Vision 80/20 PBX Link for Lync Recommended options Vision 80/20 Spoken Presence Vision 80/20 Calendar Link Vision 80/20 AD Link Vision 80/20 Voice mail Vision 80/20 Statistics

37 Packaging Vision 80/20 for Microsoft Lync (SIP- based call-handling) - pricelist items Mandatory items Vision 80/20 Server Vision 80/20 Call Server for Linux Vision 80/20 Manager Vision 80/20 Presence Link for Lync Vision 80/20 PBX Link for Lync SIP Channels Queue licenses Recommended options Vision 80/20 Spoken Presence Vision 80/20 Calendar Link Vision 80/20 AD Link Vision 80/20 Voice mail Vision 80/20 Statistics Vision 8020 Contact Center Vision 8020 Auto Attendant

38 Estimated time of UCMA installation *Preliminary* for Vision 80/20 < 500 users2 days Presence link for Lync1 day AD Link1,5 day Calendar link MS Exchange0,5 days Statistics0,5 day CDR0,5 day Spoken presence0,5day Attendant Client1 hour Preparation for configurationTo be defined

39 Estimated time of Hybrid installation Please consult your sales contact

40 For system integrators - Vision 80/20 Call Server for Windows Vision 80/20 Server Vision 80/20 server handling presence and calls must belong to the same domain as the Lync Server Requires Windows 2008 R2 12 GB ram Configuration on Lync side is needed and access to the Lync environment is necessary So called Trusted Application endpoints need to be created, one for every queue/number that shall be handled by the system Microsoft Lync 2010 Front End Server pool Vision 80/20 Call-handling and Presence Server Microsoft Active Directory Domain controller

41 For system integrators - Vision 80/20 Call Server for Linux Vision 80/20 Server Vision 80/20 server handling presence must belong to the same domain as the Lync Server Requires Windows 2008 R2 4 GB ram Vision 80/20 Linux based Call Server is handling the calls Configuration on Lync side is needed and access to the Lync environment is necessary Microsoft Lync 2010 Front End Server pool Vision 80/20 call-handling Server Microsoft Active Directory Domain controller Vision 80/20 – PAM/ Presence Server

42 For system integrators - Media Gateway Media Gateway Normally used to enable external access for inbound and outbound calls in a Microsoft Lync environment Note that the media gateway is not needed if external calls made by Tala are setup with a specific number set as calling number. The media gateway is used if the Tala application needs to transfer calls to mobile or any other external destination keeping the originating calling number. In these scenarios the gateway is needed See technical design

43 Language Support Linux and Windows Supported languages: Danish, English, Norwegian and Swedish Finnish (But certain manuals lacking in the Finnish language )

44 FAQ Spoken presence Linux and Windows Q: How is spoken presence offered? A: With spoken presence that is SIP based in the first release, this requires SIP trunk through the Mediation Server Q: How does the system handle rich presence, no answer and in a call A:Vision 80/20 server monitors the Lync Clients: In a call Lync extension is forwarded to a special destination in Vision 80/20 server No Answer Lync extension is forwarded to a special destination in Vision 80/20 server Active rich presence Lync extension is forwarded to a special destination in Vision 80/20 server

45 FAQ Spoken presence - Different callhandling features Q: Can the system function without Media gateway? A: Yes, however the spoken presence will be limited, see slide about Gatewayslide about Gateway Q: What limitations are there? A: Without the gateway the spoken presence system is not able to transfer calls to external number such as Mobile phones keeping the originating calling number

46 FAQ Attendant Client - Attendant features Q: Where is the call queued? A: The call is terminated in the Windows server running Vision 80/20 for Microsoft Lync. No PBX queue is used. The call remains in the Lync server but the queue is handled by Vision 80/20 A: In the Call Server for Linux server the call is queued using only SIP Q: What type of attendant phones are supported A: Windows: Lync clients only A: Linux : all phones and Lync client Q: How does the attendant answer calls A: Windows: The Vision 80/20 application answers the calls in attendants local Lync client, open line is not used A: Linux: The Vision 80/20 answers with open line Q: Can attendant handle direct calls to their Lync client? A: Windows: Yes, the system monitors the Lync client state and acts on it A: Linux: Yes, but without monitoring by Vision 80/20, means that calls outside attendant client are not monitored by Vision 80/20 Call Server

47 FAQ Call handling - Different call handling features Q: Is call forwarding directly to attendant queue supported? A:Yes, with UCMA the Lync clients can forward their extensions directly to Attendant queue. The same is possible for no answer, busy without usage of spoken presence. A: Linux: No, not recommended, attendant looses B-number information for redirected extension Q: Is breaking through forwarded extension supported? A: No, there is no such support, however this will be prioritized. A: Yes with PBX, see functionality matrix Q: Is call intrusion supported (busy extension)? A: No there is no such support. Q: Is calling a person in Lync-status Do not Disturb (DND)supported? A: Not in the BETA release. Lync will disconnect calls to Lync extensions in status DND. We will start to develop a solution so we can handle the calls extensions that are set to do not disturb, This will be started in July-August 2012.

48 FAQ – To think of The need for Gateway Try to offer limited support with the limited number signaling from Spoken Presence. The need for gateway increases the price. Lack of handling the DND There is great issue with the DND on Lync that disconnect the calls, this is why this will be handled during the summer-autumn 2012

49 FAQ Miscellaneous for Windows Q: Is ICS used as platform A:Yes, the solution is based on ICS and Generell telefonist for Windows. Q: What about auto attendant? A: Attendant used SIP today and will need a gateway Q: Who handles the gateway? A: The partner provides the gateway, not Visionutveckling. Q: Spoken presence? A: (IVR) Tala is used for spoken presence, not IVR PRO (Vip2000) Q: What about Exchange UM (Voic )? A: We will look into this asap, however a schedule is not available today.

50 Q Fall-back? – A: Linux platform handling calls has a fall-back server – A: Windows platform no fall-back Q: Installation package? – A: CS for Windows has a perfect package, one installer for presence, call-handling and PAM Server 1 – PAM – Presence Services – A: CS for Linux Server 1 (Linux) – Installation DVD 9.03 Server 2 (Windows) – PAM – Presence Services Q: Will partners get a new installation package with all functions included or will a new installation package be patched up? – A: New installation package will be patched up FAQ Miscellaneous


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