2. Integrating your Business Processes with Unified Communications Russell JF Kirk Grey Convergence MVP Office Communications Server

3. Agenda  Unified Communications  UC  Communications Enabled Business Processes  CEBP

4. Group Chat Persistent topic based conversations Key Features  List of available Chat Rooms  Chat Room History  Customizable filters and alerts  Archiving for compliance Teams can collaborate with each other by participating in topic based discussions that persist over time.

5. Communications Devices New devices sold by Microsoft partners Key Features  USB and standalone devices  Optimized for use with Office Communicator  Enhanced voice quality  Improved ergonomics Complement a user’s PC telephony with devices that provide a familiar form factor.

6. Communicator Mobile Mobile clients for IM/Presence Key Features  JME support for Nokia S40, Motorola RAZR devices  Single number reach  Simultaneous multiple IM sessions  GAL search for contacts Employees can use their mobile phone as an extension of their business phone and communicate using presence and IM.

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

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

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

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

11. 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 Collaborating users can easily use off the shelf web cams to participate in video communications. Higher Definition Video High quality video conferencing * Resolution 640 x 480, ratio 4:3 ** Resolution1280 x 720, ratio 16:9

12. Save conferencing costs by setting up an on-premise audio-conferencing bridge for both internal and external users. Dial-In Conferencing On premise audio conferencing bridge Key FeaturesKey Features  Supports VoIP and/or PSTN dial-in  Conferencing Attendant  Scheduled or reservation- less conference

13. IT administrators can maintain logs of calls for compliance reasons and monitor quality. Call Monitoring Call records and voice/video quality Key FeaturesKey Features  Single server for all monitoring  Immediate access to call data  Usage reporting / ROI analysis  Export into billing, compliance, asset mgmt systems

14. 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. Response Group User configurable call treatment, queuing & routing 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

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

16. Organizations can reduce costs and simplify management by directly connecting to the PSTN over SIP without on-premise gateways. SIP Trunking Direct connectivity to the PSTN using SIP MediationServerMediationServer SIP Office Communicator OCS 2007 R2 IM, Presence, Audio Video, Conferencing ITSP: Access to PSTN and Mobile Phone Networks ITSP: Access to PSTN and Mobile Phone Networks Key Features  Direct SIP connectivity between Mediation Server and ITSP  Session Border Controller not required on customer premises  Microsoft participating in SIPConnect working group

17. Developers can easily embed Rich Presence in any application using Microsoft’s Presence Controls, and Presence code samples. Extending Contextual Collaboration Communicate with context from within applications Key Features  Build “Rich Presence” into any application  Power up “Click to Communicate”  Display communications context in LOB applications

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

19. R2 Unified Communications Platform OCS 2007 Speech Server Office Communications Server 2007 R2 OCS 2007 Communicator Web Access Server Exchange 2007 Client Access Server Contextual CollaborationBusiness Process Communication Anywhere Information Access Client Middle-tier Unified Communications AJAX Service Unified Communications Managed API 2.0 Unified Communications AJAX Service Your Application Speech Server Managed API Windows Workflow Activities & VoiceXML / SALT Your Application AJAX code samples UC Workflow API UC Workflow Activities Your Application Windows Server Office Communicator 2007 Unified Communications Client API Your Application Presence Controls Communicator Automation API Your Extensions Your Application Exchange Web Services Your Application Exchange Web Services Managed API

20. 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 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 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 Anywhere Information Access Automated Agents (Bots) UC Managed API 2.0 SDK Speech IVR Speech Server (2007) SDK Which API or SDK for what Functionality?

21. Contextual Collaboration in Outlook 2007

22. Custom Outlook 2007 Add-In

23. Contoso Retail Proof of Concept Sales Associates in one store communicating with associates in other stores.

24. Agent initiates internal consultation request. Customer details and contextual data is automatically included with invite to consultant.

25. It’s not just Microsoft  Gartner  Communications Enable Business Processes CEBP  Unified Communications & Collaboration  Office + SAP = Duet  Partners with SalesForce and Google Maps

26. Desktop integration

27. UC Managed API enables developers to build robust and scalable server-side communications capabilities into business processes Updated APIs for OCS 2007 R2 Cut down the human latency in business process communications Key Features  High volume outbound notifications and alerts  Outbound Automated Agents via chat or the phone  Role Agents

28. Development of Communications-enabled Business Processes are easy with Visual Studio 2008 based GUI tools like UC Workflow Activities Visual Studio Integration Extend the reach of your application for Anywhere Information Access 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

29. What can you do with the OC 2007 SDK? OC 2007 R2 SDK Sign In/ Sign Out PresenceContactsIM VOIP/ Phone Video Conferencing

30. Choosing Integration Technology OS Windows OC SDK or UC AJAX SDK Non-Windows UC AJAX SDK

31. Windows – Web Applications *Name.Ctrl is installed by Office * Requires Communicator to be running on the desktop. FireFox UC AJAX SDK IE Name.ctrl (used by SharePoint and installed by Office)* Name.ctrl (used by SharePoint and installed by Office)* Custom ActiveX * UC AJAX SDK Office Communicator

32. Windows – Managed Code Winforms Presence Controls* (OC Automation SDK) WPF WPF Presence Controls* (OC Automation SDK) *Requires Communicator to be running on the desktop.

33. Windows – Win32 Code  Any application supporting ActiveX:  InfoPath  Lotus Notes Win32 Custom ActiveX Control* (OC Automation SDK) *Requires Communicator to be running on the desktop

34. 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.

35. Resources  Microsoft TechNet  http://technet.microsoft.com/en- gb/office/bb267356.aspx  Microsoft MSDN  http://msdn.microsoft.com/en- us/office/aa905374.aspx  UCcommunity.org.uk  GotUC.net  GotSpeech.net

36. 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 How do I UC enable my organisation? Room 4 russ.kirk@GreyConvergence.com 07976 161898