2 Note! Extra information in Speaker notes on slides! ContentsWhat is Vision 80/20 for Microsoft Lync?2 types of IntegrationsWhy UCMA (Windows)?Why SIP (Linux)?Why Vision 80/20 for Microsoft LyncValue AddedBackground and marketVision 80/20 for Lync portfolioPAMVision 80/20 Calendar integrationVision 80/20 Attendant ClientVision 80/20 QueueVision 80/20 Line stateVision 80/20 Mobile line stateVision 80/20 Contact CenterVision 80/20 Statistics80/20 Auto AttendantVision 80/20 Spoken Presence and voicVision 80/20 Active Directory IntegrationTechnical drawingsPackagingEstimated time of installationTechnical details for System IntegratorsLanguage supportFAQNote! Extra information in Speaker notes on slides!
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 platformVision 80/20 for LyncVision 80/20 Presence and Availability ManagementVision 80/20 Attendant ClientVision 80/20 Line stateVision 80/20 Mobile line stateVision 80/20 Contact Center (Requires Linux)Vision 80/20 StatisticsVision 80/20 Spoken Presence (Requires SIP)Vision 80/20 Voic (Requires SIP)Vision 80/20 AD-LinkVision 80/20 Calendar integrationVision 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 LyncOnly Windows basedLimited Contact Center and media blending needs (chat, SMS, )Limited Auto Attendant needsSpoken Presence-> one server but requires SIPVision 8020 Spoken Presence and voic (Tala) over SIPSIP – 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 LyncContact Center features such as media blending, recordingAuto Attendant installationsIVR Pro (VIP2000) requires Linux platform
5 Why UCMA (Windows) integration? UCMA = Microsoft Unified Communications Managed APIAPI that supports Voice, Chat, Presence, Video etc.Currently used for Presence and Line stateRequires Vision 80/20 Call Server for Windows (not Linux) for call-handlingMicrosoft Lync = (UCMA) 3.0Advantages of UCMA:More suitable for customers with a “Microsoft strategy”Endpoints, like Vision 80/20 are native parts of Microsoft Lync environmentRecommended by MicrosoftSingle Windows server solutionEasier and more cost effective installationThere is no need for gateways to Vision 80/20Server for Vision 80/20 is requiredThe integrator may need to connect the Lync environment toPSTN (via gateway or SIP)Note: In UCMA-integrations the attendant logs on using Lync
6 Why SIP (Linux) Integration? Advantages of SIPContact Center functionalityMedia blending (Chat, , SMS)RecordingWhisperCase logOpen line, questionnaire, delayed agents etc.Attendant has free seatingMobileFixedAbbreviated numberLyncNo computer requiredSupports mobile agents and people on the floor that lack computers
7 Background and market potential The step over to the Lync platform is quite easyOrganizations already have Microsoft license agreementsShift in decision making from telephony to ITCIO (Chief information Officer) or equivalent is the new decision-maker/buyer of telephonyKeeping the PBX in a hybrid solution is today the most common step towards LyncOrganizations that in the past needed Vision 80/20 products continue to do soMicrosoft targets large customers, hoping that smaller will follow
8 Vision 80/20 for Lync - Value Added Auto AttendantCalendar IntegrationAD-LinkStatisticsContact CenterLine state and Mobile LineState*Spoken Presence and VoicAttendant ClientPresence and AvailabilityLyncPresenceCollaborationVision 80/20Vision 80/20 Presence Services (Mobile Network Integration)PBXLyncPresenceCollaborationVision 80/20Vision 80/20 for PBX with Presence Link for LyncPBXLyncPBX, PresenceCollaborationVision 80/20Vision 80/20 Hybrid with Lync (Linux)LyncPBX, PresenceCollaborationVision 80/20Vision 80/20 with Lync (Windows or Linux)* Requires Mobile Network API licenses. Several suppliers supported
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 callsTwo way Active Directory integrationEasier user administrationExchange Calendar integrationIntegrated call-handling using built in queue with multiple options such as:Expected waiting timeNumber 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 connectionUpdates the Lync client status based on current Vision status and vice versaPowerful Statistics including Lync callsCamp on busy can be based on line state which simplifies Attendant’s workAttendant can initiate chat sessions with Microsoft Lync usersAttendant 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 callersAnswers the question why you are absent and when you are expected backTwo-way integration between Vision 80/20 PAM and LyncA rich presence in Vision 80/20 is transferred to LyncA status change in Lync is transferred to Vision 80/20 PAMAn extension will remain in status ”available” if the user doesn’t 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.Calendar bookings usually set the Presence Status to i.e. in a Meeting, Vision 80/20 updates the Personal Note to “meeting 16:00” and forwards the Lync client to voic or attendant.Note that presence is not affected, still status available until the user changes it.
14 Vision 80/20 Attendant Client 1(2) For professional and efficient attendantsIncreased queue functionality with extra functionality such asExpected waiting timeNumber in queueSkill-based routingVIP queuesAdvanced search with various options (department, title, key words, skills, organization etc.)Progressive searchShortcut keys eliminates excessive clicking on mouseCamp on busyHandles multiple sites and geographically spread organizationsAttendants may chat with users or call users using Lync client
15 Vision 80/20 Attendant Client 2(2) For professional and efficient attendantsFlexible scheduled queuesOne schedule handles multiple numbers to queuesQueue overview and pick calls from queueCall is routed back to attendant from extension with additional informationFrom voic or Spoken presenceBusyNo answerFree Seating (SIP)In UCMA-integrations Attendants have to answer calls using Lync clientSee status of other AttendantsTransferred calls are returned back to the originating attendant if not answeredOne schedule handles multiple numbers (to queues) in Linux (företagsgemensamt schema) In windows there is one schedule per queue
16 The queue in Vision 80/20 Call Server PSTNSystem AdministratorSystem AdministratorVision 80/20 AttendantThe internal Vision 80/20 queue gives a number of possibilities such as:Different messages read back per queue to the callerEstimated waiting timeClear information about the position in queueMultiple overflow scenarios increases the flexibility, the queue can send calls to another queue, another number and this is based on queue unique schedules.Vision 80/20Call ServerQueue
17 Vision 80/20 queue - possibilities Queue options:Overflows:Ringtones and Position in queueAnother queueWelcome messages andestimated waiting timeVision 80/20Call ServerExternal numberQueueMusic on hold (only Windows)Recording (only Linux)No position in queue and expected waiting time in LyncCallback and Scheduled Call-back(only Linux)Emergency Message (only Linux)
18 Spoken presence for Lync When you don’t want to miss out on business opportunitiesInforms your environment (not onlywithin the organization) why you areaway and when you will be backHandles:No answerBusyActive rich presenceRedirects the call to:AttendantVoicQueue on a busy extension(Voic included in service)No busy tone in Lync means:When busy in a call in Lync you can get notifications popping up as on your computer screen when another call comes in. But if you also have parallel ringing configured to your cell phone, it would also start to ring while you’re in a call. Need for Presence integration when busy in Lync. Vision 80/20 forward when busy to Attendant or Spoken Presence. Also possibility for personal queue.If you have a PBX integrated environment where you have a serial call list, e.g. call first my PBX phone and then my Lync client and then send the caller to voice mail Lync. Lync does not hand back a busy tone to the PBX meaning that you are busy on the phone in Lync, another important customer calls and he will not even reach your voic .Technical sketch
19 Lync Call Forwarding - without Spoken Presence Incoming CallTo voicVoicTo attendantWith a standard Lync deployment only standard voic message recorded by the user can be usedHence, the information and possibilities for the caller is limitedAttendant
20 Lync Call Forwarding - with Spoken Presence ”The person you have called is busy. Please press 0 to wait or press 9 for Operator”VoicOption 1 VoicAttendantOption 2 AttendantVision 80/20Incoming CallWith a standard Lync deployment only standard Voic message recorded by the user can be used The information to the caller is limited.Busy extensionOption 3 Personal queueQueue
21 Vision 80/20 Line state An important part of Presence Mobile OperatorPBXLine stateMobile Line stateVision 80/20In a system where the linesate comes from several sources it is important to keep the information up to date in all systems.With certain PBXs and mobile operators the Attendant is updated with linestate and the status is also used by the Vision 80/20 system to update the user’s line state in Lync.UsersVision 80/20AttendantFixed and Mobile 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 platformMobile Lines state updates the Lync client and Attendant client with your current mobile statusPossibility to queue on a busy extension when a call is connected from spoken presence or AttendantI ett
23 Microsoft Active Directory integration Simplify administration with Active Directory integrationOne or two-way integrationEasy and cost-effective management of personnel changesInformation always accurate and up-to-dateSaves time and resourcesEliminates need to enter data in parallel databasesCreates new users upon installation - provisions the 80/20 database for most effective Lync integrationAutomatically updates the Vision 80/20 databaseMinimizes error potentialUsers can suggest changes through web interfaceBuilt-in verificationUsers can review their data in web clientApproved user change requests will update ADAutomatic removal of former employees in Vision 80/20 databaseNormalization of extensions and other numbers (see speaker notes)Normalization = Automatic lower-case letter to Capital letter in names, removal of blank spaces etc.
25 AD Integration Verification of changes UsersSuggestedChangesAdministratorApproved changesMicrosoft ADSynchronizeVision 80/20
26 Vision 80/20 Contact Center Easy-to-use web based Contact Center for efficient customer serviceIndependent of telephone, PBX and geographyEasy to administrate1 day adm. training1,5 h user trainingMobile calls, Fixed calls, Lync calls, Chats, and SMSSecure and stablePowerful StatisticsMore than 200 satisfied customersNote! Requires Linux and SIPNote! Requires Linux and SIP
27 Powerful Statistics with Vision 80/20 Statistics Take control with Vision 80/20 StatisticsComprehensive statistics on all calls (including Lync calls) , s and chatsScheduled automatically generated reportsCustomized ReportingFlexible filtering and groupingZoom up and down in dataVisual reportsPie charts, graphs and barsEasy export of data (PDF, Excel or CSV-file)Web basedFlexible assignment of permissions and rightsLync calls are part of the category ”calls”
29 Vision 80/20 Auto Attendant The market’s best Voice controlled operatorAvailable 24/720-50% fewer calls to the operatorFour languages: English, Swedish, Norwegian and DanishComprehensive statisticsNote:Requires SIP-integration (see technical sketch)
30 UCMA - Lync Standard Edition* (One server)PSTNLync UserMediation Server*Vision 80/20 Attendant* Standard Edition = Both database and most important Lync functionality are running on the same server = no redundancy and max 5000 usersMediation Server, functions as a proxy (gateway) between internal Lync clients and PSTN or external PBX. In some scenarios it will convert audio streams between G711 (external coded of sound) and RT Audio that is Microsoft internal Lync codec.Lync Front End server /pool, these servers handle the clients, presence, callrouting and smaller designs handle all the conferencing functionality.Front End Server*Vision 80/20Call Serverfor Windows
31 UCMA - Lync Enterprise Edition* (Larger environment)PSTNLync UserMicrosoft Lync 2010 Mediation ServerVision 80/20 Attendant* Enterprise Edition = redundant solution, multiple servers up to approx users per poolMediation Server, functions as a proxy (gateway) between internal Lync clients and PSTN or external PBX. In some scenarios it will convert audio streams between G711 (external coded of sound) and RT Audio that is Microsoft internal Lync codec.Lync Front End server /pool, these servers handle the clients, presence, callrouting and smaller designs handle all the conferencing functionality.Vision 80/20Call Serverfor WindowsMicrosoft Lync 2010Front End Server
32 UCMA Integration - with Spoken Presence PSTNLync UserMicrosoft Lync 2010 Mediation ServerVision 80/20 AttendantSIP required for Spoken PresenceVision 80/20Call Serverfor WindowsUCMAMicrosoft Lync 2010 Front End Server
33 UCMA Integration - with Auto Attendant PSTNLync UserMicrosoft Lync 2010 Mediation ServerAuto attendant server today requires Windows 2008 server R1 while Vision 80/20 for Microsoft Lync requires Windows 2008 Server R2 therefore separate servers are needed.Even if Call Server for Linux is used the two different Windows servers are needed since Presence Services for Lync require Windows 2008 Server R2.SIP required for Auto AttendantVision 80/20Call Serverfor WindowsVision 80/20Auto Attendant ServerMicrosoft Lync 2010 Front End Server
34 UCMA Integration - with Spoken Presence and Gateway Vision 80/20 PSTN SIPLync UserGWSIPMicrosoft Lync 2010 Mediation ServerVision 80/20 AttendantSIP required for Spoken PresenceSIPVision 80/20Call Serverfor WindowsMicrosoft Lync 2010 Front End Server
35 SIP Hybrid Integration - with PBX PSTNPBXSIPLync UserOptionalMicrosoft Lync 2010 Mediation ServerSIPVision 80/20 Attendant* Mediation Server, functions as a proxy (gateway) between internal Lync clients and PSTN or external PBX. In some scenarios it will convert audio streams between G711 (external coded of sound) and RT Audio that is Microsoft internal Lync codec.* Lync Front End server /pool, these servers handle the clients, presence, callrouting and smaller designs handle all the conferencing functionality.SIPSIPVision 80/20Call Serverfor LinuxMicrosoft Lync 2010 Front End Server
36 Packaging Vision 80/20 for Microsoft Lync (UCMA-based Call-handling) - pricelist itemsMandatory itemsVision 80/20 ServerVision 80/20 Call Server for WindowsVision 80/20 ManagerVision 80/20 Presence Link for LyncVision 80/20 PBX Link for LyncRecommended optionsVision 80/20 Spoken PresenceVision 80/20 Calendar Link Vision 80/20 AD LinkVision 80/20 Voice mailVision 80/20 Statistics
37 Packaging Vision 80/20 for Microsoft Lync (SIP- based call-handling) - pricelist itemsMandatory itemsVision 80/20 ServerVision 80/20 Call Server for LinuxVision 80/20 ManagerVision 80/20 Presence Link for LyncVision 80/20 PBX Link for LyncSIP ChannelsQueue licensesRecommended optionsVision 80/20 Spoken PresenceVision 80/20 Calendar LinkVision 80/20 AD LinkVision 80/20 Voice mailVision 80/20 StatisticsVision 8020 Contact CenterVision 8020 Auto Attendant
38 Estimated time of UCMA installation *Preliminary* for Vision 80/20< 500 users 2 daysPresence link for Lync 1 dayAD Link 1,5 dayCalendar link MS Exchange 0,5 daysStatistics 0,5 dayCDR 0,5 daySpoken presence 0,5dayAttendant Client 1 hourPreparation for configuration To be defined
39 Estimated time of Hybrid installation Please consult your sales contact
40 For system integrators - Vision 80/20 Call Server for WindowsVision 80/20 ServerVision 80/20 server handling presence and calls must belong to the same domain as the Lync ServerRequires Windows 2008 R212 GB ramConfiguration on Lync side is needed and access to the Lync environment is necessarySo called Trusted Application endpoints need to be created, one for every queue/number that shall be handled by the systemMicrosoft Lync 2010 Front End Server poolMicrosoft Active Directory Domain controllerVision 80/20Call-handling and Presence Server
41 For system integrators - Vision 80/20 Call Server for LinuxVision 80/20 ServerVision 80/20 server handling presence must belong to the same domain as the Lync ServerRequires Windows 2008 R24 GB ramVision 80/20 Linux based Call Server is handling the callsConfiguration on Lync side is needed and access to the Lync environment is necessaryMicrosoft Lync 2010 Front End Server poolMicrosoft Active Directory Domain controllerVision 80/20 – PAM/ Presence ServerVision 80/20 call-handling Server
42 For system integrators - Media Gateway Normally used to enable external access for inbound and outbound calls in a Microsoft Lync environmentNote 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 neededSee technical design
43 Language Support Linux and Windows Supported languages:Danish, English, Norwegian and SwedishFinnish (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 ServerQ: How does the system handle rich presence, no answer and in a callA:Vision 80/20 server monitors the Lync Clients:In a callLync extension is forwarded to a special destination in Vision 80/20 serverNo AnswerActive rich presence
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 GatewayQ: 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 80/20A: In the Call Server for Linux server the call is queued using only SIPQ: What type of attendant phones are supportedA: Windows: Lync clients onlyA: Linux : all phones and Lync clientQ: How does the attendant answer callsA: Windows: The Vision 80/20 application answers the calls in attendants local Lync client, open line is not usedA: Linux: The Vision 80/20 answers with open lineQ: Can attendant handle direct calls to their Lync client?A: Windows: Yes, the system monitors the Lync client state and acts on itA: 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 extensionQ: Is breaking through forwarded extension supported?A: No, there is no such support, however this will be prioritized.A: Yes with PBX, see functionality matrixQ: 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 Lack of handling the DND Try to offer limited support with the limited number signaling from Spoken Presence. The need for gateway increases the price.Lack of handling the DNDThere 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 platformA: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 gatewayQ: 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 FAQ Miscellaneous Q Fall-back? Q: Installation package? A: Linux platform handling calls has a fall-back serverA: Windows platform no fall-backQ: Installation package?A: CS for Windows has a perfect package, one installer for presence, call-handling and PAMServer 1PAMPresence ServicesA: CS for LinuxServer 1 (Linux)Installation DVD 9.03Server 2 (Windows)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