Microsoft Lync Server платформа для построения контакт-центров Vlad Eminovici Microsoft Corporation

Agenda ▪Microsoft Lync 2010 SDK ▪Contextual Conversations ▪Unified Communications Managed API 3.0 ▪Communications Enabled Business Processes ▪Virtual Personal Assistants ▪Response Group ▪Summary

Lync 2010 SDK Overview

Conversation without Context

? CRM

Contextual Conversations

Context

Lync 2010 SDK Lync 2010 Controls Model API UIAutomation WPF SL4

Lync 2010 API Overview ▪New managed API for Lync 2010 object model ▪Productivity of IMessenger API, without the ceiling ▪Power of UCC API, without the complexity ▪Automates Lync 2010 ▪Build custom Lync 2010 clients ▪Requires Lync 2010 ▪Reuses Lync 2010 connection

Lync 2010 Controls Overview ▪Ships in Lync 2010 SDK ▪“Drag and Drop” feature integration ▪Contact list, contact search ▪Presence, contact info, custom contact list ▪IM and audio “Click-to-Call” ▪Supports contextual conversations ▪WPF and Silverlight ▪Requires Lync 2010 ▪Reuses Lync 2010 connection

Conversations with Context DEMO

Unified Communications Managed API 3.0

Communications Enabled Business Processes

Personal Virtual Assistants ?

UCMA 3.0 Overview ▪Managed API for middle-tier solutions ▪End-to-End communication solutions ▪Adding communication features (CEBP, PVA) ▪Abstracts underlying protocols (SIP, telephony) ▪Supports IM, voice, presence, call control ▪Highly scalable ▪Highly available

UCMA 3.0 Key Scenarios ▪Help Desk / Call Center / Contact Center ▪Supervisor monitoring (TCU) ▪Supervisor whisper / barge-in ▪Skills based routing ▪Communication Enabled Business Processes ▪Personal Virtual Assistants ▪Conferencing ▪Notification Systems ▪Web Click-to-Chat ▪Web Click-to-Call

UCMA 3.0 – What’s New ▪Make it easier ▪Application provisioning / management ▪Presence publishing / subscribing ▪Make it better ▪Conferencing ▪Back-to-Back user agent ▪Trusted Conference User ▪Fine grained control over call experience

UCMA 3.0 Workflow API Overview ▪Based on Windows Workflow Foundation ▪Design application in designer ▪Compiled to executable application ▪Activities make development easy ▪IM, Audio/Speech ▪Presence ▪Call control ▪Custom Activities via UCMA 3.0 SDK ▪Prompts, commands, events create dialog ▪Communications Enabled Business Processes ▪Personal Virtual Assistants

Response Group DEMO

Unified Communications Roadmap Q Q Q Q Q4 2010

Summary ▪Communications software is a platform opportunity ▪Existing Infrastructure ▪Existing tools, skills, platform ▪Lync 2010 SDK ▪Facilitate communication via Contextual Conversations ▪Unified Communications Managed API 3.0 ▪Expedite the enterprise via Communications Enabled Business Processes ▪Facilitate productivity via Personal Virtual Assistants ▪Exchange Web Services Managed API 1.0 ▪Integrate Exchange 2010 data and business logic

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