Albert Kooiman Sr. Product Manager Microsoft Corporation SESSION CODE: UNC401 Stephane Taine Sr....

Advanced SIP-Based Solutions Built on the Microsoft Unified Communications Managed API 3.0 & Microsoft Communications Server “14”

Albert KooimanSr. Product ManagerMicrosoft Corporation

SESSION CODE: UNC401

Stephane TaineSr. Program Manager LeadMicrosoft Corporation

UC Managed API

Agenda

UCMA 3.0 – Introduction and what is new

UCMA 3.0 – High Level Overview

Demo: The Voice Companion

Demo: Multi-Channel Customer Service

Key Take-Aways

Unified Communications Managed APIIntroduction

.NET 3.5 SP1 based Multi-layered Managed APIC# basedReduces learning curve and development timeMulti-threaded, highly scalable, robust and highly available

Free Redistribution Licensing Model for Applications

Open and ExtensibleAllows to add or replace ModalitiesWorks with OCS in Multi-channel modeWorks with SIP Gateways in Voice-only mode

4

UC Managed API Block Diagram

IncludesA SIP stackMedia controlSpeech technology

Communications Server Infrastructure

UCMAServer Speech API

SIP/SIMPLE(‘S4’ SIP Stack)

SRTP/Codecs(Media Stacks)

Server SAPI(Speech Engines)

UCMA Core API

Communications and Collaboration Microsoft.Speech

UCMA Workflow API

VoiceXML

5

UC Managed API 3.0Rich and easy to use multi-layered .NET API for Communications

Rich APIEasy to useMulti-layered

6

Platform

Signaling

Communications

Instant Messaging

AudioVideo

Conferencing Conference Management

ConversationCall

Extensibility

Collaboration

Presence Contact Groups

Workflow

Call ControlActivities

DialogActivities

GeneralActivities

Call ControlCommunications

Event Types

DialogCommunications

Event Types

Commands

Erro

r Han

dlin

g

Exce

ption

s

VoiceXMLBrowser

MicrosoftSpeech Recognizer

MicrosoftSpeech Synthesizer

SAPI

Server Speech API

Signaling End Point/ConnectionManagement

Common Basic Classes

Communications Server Infrastructure

InstantMessagingFlow

AppSharingCall

Audio Video Call

AppSharingMcuSession

ConferenceServices

AppSharingFlow

AudioVideoFlow

InstantMessagingMcu

Session

AudioVideoMcuSession

Conference Session

InstantMessagingCall

Recorder

2-Party Call Control Media Flows Devices

Call Control Media Control

CollaborationEndpoint

Conversation

Player

Tone Controller

AppSharingProvider(custom)

IMProvider(built-in)

AvProvider(built-in)

PresencePublishing Services

Multimodal

Media Providers

Contacts Groups

PresenceSubscription

CollaborationPlatform

LocalParticipant (Default)

Single modal

Local Participant

Multiparty Control

Remote Participant(s)

B2BProvider(custom)

Speech Recognizer

Speech Synthesizer

Microsoft Unified Communications Managed API

What is new in version 3.0?

UCMA 3.0 - New Features (1/3)Microsoft Unified Communications Managed API 3.0UCMA 3.0 Goals 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 and control) Conversation Window Extension from UCMA 3.0 services

UCMA 3.0 - New Features (2/3)UCMA Improvements

UCMA 3.0 Goals UCMA 3.0 FeaturesBecome an Enterprise-grade Voice platform

• Introduction of a Back-To-Back-User-Agent (B2BUA)• Support for Call Park & Retrieve• DTMF and Speech-enabled User Authentication (one PIN).• Interoperable with the most common IP-PBXs and SIP PSTN

Gateways

Improve Voice Quality • WAN Bandwidth Management• Improved platform monitoring for call establishment, mid-

way 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

Improve human-machine dialogs through Speech

• VoiceXML 2.1 Browser• Automatic Speech Recognition and Speech Synthesis in 26

Languages

UCMA 3.0 - New Features (3/3)Microsoft Unified Communications Managed API 3.0UCMA 3.0 Goals UCMA 3.0 Features

Improve availability (99.9%) and resiliency • Improve Registration & Dialog Resiliency (recovery from Intermediate Hop failures)

• Support Draining and Failover• User Services Availability

Simplify deployment, provisioning, and reduced TCO • Automated activation through Windows PowerShell (in lieu of WMI)

• Integrated application provisioning Developer Experience

• UCMA runtime as deployment pre-requisite• Support for DNS Load balancing (continued support

for HLB).Enable Continuum • Support deployment of and interoperability with

UCMA 2.0-based applications against Microsoft Communications Server “14” or in co-existence with OCS 2007 R2

• API backwards compatibility (only need to rebuild your UCMA 2.0 Application against UCMA 3.0)

What can you do with UCMA?Alerts and notifications systems

Multi-channelSelf Service

Query/Response BOTsInteractive Voice Response

Contact Center / HelpdeskMulti channel ACDPresence awareExpert FinderSupervisor functions, such as listen in, whisperRecording

Conferencing PortalsReach gateways

Silverlight (Web and Mobile)Single Number Reach/Click to Call

Be responsive to changing conditions

Enable multi-channel Self ServiceIncluding Microsoft Speech Technology

Turn UC infrastructure into a profit centerInbound & outbound Contact CentersMulti-channel Presence aware skill-based routingLeverage a company’s internal expertise

Build your own conferencing experienceCollaborate from anywhere

From any web browser, click-to-communicateFrom any cell or PSTN phone (Voice Companion)

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Personal Mobile Voice Assistant Demo

Introduction

Voice Companion Logon & PresenceDemo Script Overview – Stage 1PersonaRoad Warrior

Road Warrior calls his/her‘Voice Assistant’ applicationAuthenticates and now is a trusted user to all servicesStatus of Road Warrior status goes to on the phoneVoice Portal prompts options

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Uses:• Trusted conferencing user model &

audio route (private audio channel)• UC Workflow Activities• DTMF/Speech User PIN verification• UserEndpoint• Simplified Presence object model (Local

Owner Presence)

Voice Companion Call BackDemo Script Overview – Stage 2PersonasRoad WarriorContact

Road Warrior tries to get in touch with a contact from the address book

Contact Presence Status: “Not Available”

Voice Assistant asks if Road Warrior wants to register a call back

Contact comes online

Voice Assistant establishes a call with both parties when available

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Uses:• Contacts and Groups API• Simplified Presence object model

(RemotePresenceView)• Conferencing API (Audio Dial-Out)

Using the ‘Over-Dial’ Channel Demo Script Overview – Stage 3PersonasRoad WarriorExpertCustomer

Road Warrior wants to add a third party in the call

Road Warrior invokes Voice Companion

Road Warrior enters Customer phone number

Conference call is established with the Customer

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Personal Mobile Voice Assistant

Demo

Personal Mobile Voice Assistant Demo

Technical Deep Dive

Trusted Conference User model

Conversation

FocusFocus

ConferenceSession

AvCall 1 (for PSTN user1)

AvCall 2(for PSTN user2)

AvMcuAvMcu

*6

*6

PSTN user1

PSTN user2

Mute All (PSTN user1)

blipblip

Establishing multiple calls

Customized MCU routing

Command channel sharing

Subscription sharing

PSTN user2 is muted

Customizing MCU routes

AVMCU

user A

user B

user C

TCU Call

Outgoing Audio Routes from the callRemote Sinks: A, B

Incoming Audio Route to the callRemote Source: C

UCMA and the Contact Center

Introduction

CTI Server

Traditional Contact Center Topology

ACD ServerIVR Server Call Recording Server

Agents Back Office

PBX

PSTN Internet

Web Chat Server

Customer

VoIP GatewayOCS Server

Speech Engines

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UCMA – A Contact Center Platform for Partners A multi channel platform

Unified Communications Managed API

Match MakerSoftware

IVRCapabilities

ACDCapabilities

Call RecordingCapabilities

ReportingSoftware

Back-endIntegrationSoftware

Agent DesktopIntegrationSoftware

Help Desk Solution

Office Communications Server InfrastructureAgents Back Office

LOBSoftware

Customer

Query/Response Bot Capabilities

PSTN

Internet

Music Player Capabilities

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Contact Center Demo

Web Chat and Call Back

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Demo Script Overview

PersonasCustomerAgent1

Customer visits Customer Portal web site and log on

Customer presses Click to Chat Button

Pop-up asks for name and callback number

Web Chat windows activates

UCMA connects the session to the skill based router/ACDCustomer in the queue

UCMA ACD functionality hunts for an agentLooks at Availability and Skill set

Bot echoes data available from the Web page to the agent

Agent1 accepts and connects the Agent1 and Customer

Web Chat (and option for Call Back)

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Web Chat

Demo

Contact Center Demo

Introduction

IVR, ACD, Music Player

PersonasCustomer (Sean Chai)

Customer dials in, is greeted by an IVR that collects skills required to assist the customerCustomer is put on hold while waiting for the system to find a Customer Service Representative

Demo Script Overview – Stage 1

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Uses:• Back To Back User agent for anonymization• Trusted conferencing user model & audio route

(private audio channel)• UC Workflow Activities (ASR & TTS)• WMA multicast player

Query/Response Bots

PersonasCustomer (Sean Chai)Agent1 (Frank Lee)f

UCMA monitors the Presence of the Agents

Agent1 Changes the Presence State to Available

UCMA offers the customer call to Agent1

Agent1 answers yes

UCMA puts Agent1 into the customer conference


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Uses:• Simplified Presence object model

(RemotePresenceView)• Conversation for IM escalation to

conferencing• Trusted conferencing user model &

audio route (private audio channel)• UC Workflow Activities (ASR & SS)• WMA multicast player

Multi-Channel Conversation

PersonasCustomer (Sean Chai)Agent (Frank Lee)

Customer talks to Agent1

Agent1 adds the IM modality

UCMA anonymizes Agent1 to the Customer

Agent1 asks to add Desktop Sharing

Customer adds Desktop Sharing


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Uses:• Back To Back User Agent for

anonymization• Conversation for multimodal escalation

Supervisor Listen and Intervenes

PersonasCustomer (Sean Chai)Agent (Rebecca Laslo)Supervisor (Holly Dickson)

Supervisor connects to Contact Center applicationSupervisor chooses Agent1UCMA conferences Supervisor in

All modalities availableConference Roster does not display Supervisor

Supervisor whispers to AgentAsks to put the Customer on holdAsks Agent1 to search for an expert

Agent1 puts customer on holdUCMA plays Music on Hold


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Uses:• Trusted Conferencing User & Back To

Back User Agent for silent monitoring• Audio Route Management for silent

monitoring, whispering, and bargeing-in

Expert Finder and Escalation

PersonasCustomer (Sean Chai)Agent (Rebecca Laslo)Agent2 (Frank Lee)

Agent1 retrieves the Customer (off hold)

Agent1 searches an ExpertEnters an Expert-Finder command via IM

UCMA activates the ACD functionalityPuts the request into the required Expert Queue

Agent2 changes Presence state

UCMA bot verifies availability of Agent2

Agent2 accepts the invite

UCMA puts Agent2 in the Conference

UCMA also anonymizes Agent2 to the customer


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Contact Center / Help Desk Demo

Demo

UCMA Key Architecture Concept - Routing

UCMA Adoption

Communications ServerAVMCUMediation ServerApplication Sharing MCUResponse Group ServicePSTN Conference Dial inCommunicator Web AccessAudio Video Edge Authentication ServiceCall Park Server

Exchange Unified MessagingOutlook Web Access

CustomersExtend Health Emerson Ecologics (Clarity Consulting)Nokia (HCL)TargetWonderwareQuicken Loans50+ customers

Voice ISVsAspectInteractive IntelligenceComputer Talk

Internal and External Customers and Partners

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Aspect Telecommunications Aspect Unified IP 6.6 SP1 – in market since June 2009

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Clarity Connecthttp://connect.claritycon.com – in market since January 2010

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Agent View – Sales History

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Agent View – Call History

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Key Take-Aways

40

Key Take-Aways

The UC Managed API enables advanced communications scenarios

Voice CompanionContact CenterEtc. (e.g. advanced conferencing, fixed mobile convergence)

The UC Managed API is a powerful API for reach scenarios

Web ChatQuery/Response bots or Interactive Voice ResponseOutbound Alerts and Notifications or interactive surveysVoice Assistant

Get started with Unified Communications!

UC Developer Portals

http://msdn.microsoft.com/UChttp://msdn.microsoft.com/OCS http://msdn.microsoft.com/Exchange

Sign-up for http://gotuc.net - a UC Developer SandboxDownload the available SDKsDownload the samples from MSDNVisit CodePlex, MSDN Code GalleryDownload the Virtual Test Drive http://www.microsoft.com/vhd

METRO Early Adopter Program

For Microsoft managed partners and customers

Requires:Committing to build a UC solution Be willing to do co-marketing

Offers:TrainingTechnical supportMarketing benefits

More information:Contact your local Microsoft Account Manageror write [email protected]

42

http://msdn.microsoft.com/OCS

http://msdn.microsoft.com/OCS

http://gotuc.net/

mailto:[email protected]

Q & A 43

Resources

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Resources

Developer PortalsMicrosoft Unified Communications Developer Portalhttp://msdn.microsoft.com/ucMicrosoft Exchange Developer Centerhttp://msdn.microsoft.com/exchange Microsoft Office Communications Developer Portalhttp://msdn.microsoft.com/ocdev

Compete ResourcesUnified Communications Compete Portal http://ucweb/competition Web Apps Compete Portal http://webappscompete

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http://msdn.microsoft.com/exchange

http://ucweb/competition

http://webappscompete/

Related Content

UNC-207 – Building CEBP with Microsoft Communications Server ‘14’

UNC-322 – The new Microsoft Communicator ‘14’ SDK

UNC-401 – Microsoft Unified Communications Managed API 3.0

UNC-310 – Exchange Web Services Managed API

UNC09-INT – The new Microsoft Communicator ‘14’ SDK - Chalk Talk

UNC10-INT – Microsoft Unified Communications 3.0 – Chalk Talk

Unified Communications Track Call to Action!

Learn More!View Related Unified Communications (UNC) Content at TechEd/after at TechEd OnlineVisit microsoft.com/communicationsserver for more Communications Server “14” product informationFind additional Communications Server “14” content in the Technical Library, weekly technical articles at NextHop, and follow DrRez on TwitterCheck out Microsoft TechNet resources for Communications Server and Exchange ServerVisit additional Exchange 2010 IT Professional-focused content

Partner Link or Customer Link (Name: ExPro Pword: EHLO!world)

Try It Out!Exchange 2010 SP1 Beta download is now available from the download center!

http://www.msteched.com/online/home.aspx

http://www.msteched.com/online/home.aspx

http://www.microsoft.com/communicationsserver/en/us/default.aspx

http://www.microsoft.com/communicationsserver/en/us/default.aspx

http://technet.microsoft.com/en-us/library/dd250572(office.13).aspx

http://nexthop.info./

http://twitter.com/drrez



http://technet.microsoft.com/en-us/office/ocs/default.aspx

http://technet.microsoft.com/en-us/office/ocs/default.aspx

http://technet.microsoft.com/en-us/exchange/2010/default.aspx

https://training.partner.microsoft.com/learning/app/management/LMS_ActDetails.aspx?UserMode=0&ActivityId=500842

http://ucignites.com/GetExchange2010Ignite.aspx

http://go.microsoft.com/fwlink/?LinkId=192773

Resources

www.microsoft.com/teched

Sessions On-Demand & Community Microsoft Certification & Training Resources

Resources for IT Professionals Resources for Developers

www.microsoft.com/learning

http://microsoft.com/technet http://microsoft.com/msdn

Learning

http://www.microsoft.com/teched

http://www.microsoft.com/learning

http://microsoft.com/technet

http://microsoft.com/msdn

Complete an evaluation on CommNet and enter to win!

Sign up for Tech·Ed 2011 and save $500 starting June 8 – June 31st

http://northamerica.msteched.com/registration

You can also register at the

North America 2011 kiosk located at registrationJoin us in Atlanta next year

https://mail.microsoft.com/owa/redir.aspx?C=adc4276acedf447ab646d268f1dab1a0&URL=http://northamerica.msteched.com/registration

https://mail.microsoft.com/owa/redir.aspx?C=adc4276acedf447ab646d268f1dab1a0&URL=http://northamerica.msteched.com/registration

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to

be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Microsoft Unified Communications Managed API

High Level API Overview

UC Managed API 3.0 - Communications

Call ManagementBasic Call establishment, transfer, forward, decline, hold APIs

Instant MessagingWith CommunicatorWith Web and mobile custom clients

Audio/VideoWMA File play back, WMA File recordingDTMF controller & recognizerAutomatic Speech Recognition and Speech SynthesisConversation Impersonation

Multimodal Communications

Platform

Signaling

Communications Instant

Messaging AudioVideo


ConversationCall

Extensibility

CollaborationPresence Contact

Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Erro

r Han

dlin

gEx

cepti

ons

VoiceXMLBrowser



SAPI

Server Speech API



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UC Managed API 3.0 - Communications

ConferencingSupports Multi-party Communications

Conference Scheduling and ManagementOrganize and modify Conferences Set Attendee / Presenter roles

Extensible & OpenModality-based extensibility Allows to add support for another modalityor replace built-in implementationof an already existing modality

Multi-party capable and extensible to add or replace modalities

Platform

Signaling




ConversationCall

Extensibility


Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Erro

r Han

dlin

gEx

cepti

ons

VoiceXMLBrowser



SAPI

Server Speech API



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UC Managed API 3.0 - Collaboration

Presence For UsersPublish Users Presence (State, Contact Card, Note, Device Capability etc)Allows to control who gets to see whatAllows to subscribe for continuous updates on others presenceAllows querying for Presence

Presence For ApplicationsSupport for always appear online

Contact Group Services for Users

Multi-party capable and extensible to add or replace modalities

Platform

Signaling




ConversationCall

Extensibility


Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Erro

r Han

dlin

gEx

cepti

ons

VoiceXMLBrowser



SAPI

Server Speech API



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UC Managed API 3.0 - Speech

Managed Server Speech APIIncludes free Microsoft Speech Recognition and Synthesis EnginesIncludes key speech technology toolsSupports W3C standards like SRGS and SSML

Support for VoiceXMLSame VXML Browser as Speech Server (2007)VoiceXML 2.1 compliant

Support for 26 LanguagesFor Command & Control

Includes top-class Speech Technology in 26 languages

Platform

Signaling




ConversationCall

Extensibility


Groups

Workflow


DialogActivities

GeneralActivities


Event Types


Event Types

Commands

Erro

r Han

dlin

gEx

cepti

ons

VoiceXMLBrowser



SAPI

Server Speech API



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JUNE 7-10, 2010 | NEW ORLEANS, LA

Albert Kooiman Sr. Product Manager Microsoft Corporation SESSION CODE: UNC401 Stephane Taine Sr....

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Transcript of Albert Kooiman Sr. Product Manager Microsoft Corporation SESSION CODE: UNC401 Stephane Taine Sr....