Beyond Windows 2000 Beyond Windows 2000 Telephony Telephony

Noel AndersonNoel Anderson

Development LeadDevelopment Lead

Windows Real Time CommunicationsWindows Real Time Communications

Microsoft CorporationMicrosoft Corporation

AgendaAgenda

TAPI ScenariosTAPI Scenarios TAPI 3.0 OverviewTAPI 3.0 Overview TAPI 3.1 Overview and FeaturesTAPI 3.1 Overview and Features New Terminals OverviewNew Terminals Overview IP Telephony ImprovementsIP Telephony Improvements Client / Server ImprovementsClient / Server Improvements Call to ActionCall to Action

PSTNPSTNWorkstationWorkstation

CTI LinkCTI Link

PBXPBX

TAPI ServerTAPI Server

LANLAN

PBX ScenarioPBX Scenario

Existing TAPI Service Providers for Existing TAPI Service Providers for leading PBXs are supportedleading PBXs are supported

Expanded Call Center specific functionsExpanded Call Center specific functions

PSTNPSTN

TrunksTrunks

Interface Interface CardsCards

Windows NT ServerWindows NT Server

LANLAN

Unified IP and Traditional Unified IP and Traditional Telephony ScenarioTelephony Scenario Integrate IP telephony functions into a Integrate IP telephony functions into a

corporate LANcorporate LAN Enhanced voice processing, unified Enhanced voice processing, unified

messaging, KSU replacements…messaging, KSU replacements…

LANLANILSILS

WorkstationsWorkstations

Multimedia Conferencing Multimedia Conferencing ScenarioScenario Easy IP Multicast Conferencing out-of-the-boxEasy IP Multicast Conferencing out-of-the-box LAN-based IP telephony, video conferencingLAN-based IP telephony, video conferencing

IVR ScenarioIVR Scenario

1 – User calls into customer service center

IP/PSTN Gateway

Call Router Agent

IVR Server Call DataStore

2 – Call bridged andGiven to router

3 – Call routed toIVR Server

4 – IVR Requests toRoute call to Agent

5 – Call routed toagent

6 – Agent retrievesCall data

Call information stored

Call information stored

PSTN

Scalability ScenarioScalability Scenario

1 – User calls into customer service center

IP/PSTN Gateway

Call Router Agent

IVR Server Call DataStore

2 – Call bridged andGiven to router

3 – Call routed toIVR Server 4 – IVR Requests to

Route call to Agent

5 – Call routed toagent

Call information stored

Call information stored

Speech ScenarioSpeech Scenario

User calls into voice browser enabled system

Voice browser Renders voice

Web browser Renders HTML

Voice browser Interprets script

HTML/VoiceEnabled script

Web Server

TAPI 3.0 Key FeaturesTAPI 3.0 Key Features Unified API for IP and Traditional TelephonyUnified API for IP and Traditional Telephony

Extends existing PBXs while building and Extends existing PBXs while building and migrating to IP telephony servicesmigrating to IP telephony services

Unified API for call control and media Unified API for call control and media controlcontrol Allows applications to easily control media Allows applications to easily control media

streams on telephony connectionsstreams on telephony connections

Simplify Development of Communication Simplify Development of Communication Applications Applications Object-oriented, language-neutral COM APIObject-oriented, language-neutral COM API Integration with Windows NT® Active DirectoryIntegration with Windows NT® Active Directory New Service Providers (TSPs) includedNew Service Providers (TSPs) included

TAPI 3.0 ArchitectureTAPI 3.0 Architecture

Wave MSP

H.323 MSP

IP MC MSP

TAPI Server

Unimodem H.323 IP Multicast

TAPI 3.0

Media Media controlcontrol

Directory Directory controlcontrol

Call Call controlcontrol

NT DSNT DS

LDAP

Winsock 2.0

TCP/IP

Direct Show

RTP Codec Audio

TAPI 3.0 Object HierarchyTAPI 3.0 Object HierarchyThe entry point for The entry point for telephony servicestelephony servicesTAPITAPI

A set of A set of related callsrelated calls CallHubCallHub

An endpoint on An endpoint on which calls can be which calls can be made or receivedmade or received

AddressAddress

Media source, sink, or Media source, sink, or processingprocessing

TerminalTerminal

11stst party view of party view of a telephony a telephony

connectionconnection CallCall

A single media A single media type and stream type and stream directiondirection

StreamStream

TAPI 3.0 Application FlowTAPI 3.0 Application FlowOutgoing callOutgoing call

Initialize TAPIInitialize TAPI Select addressSelect address Create callCreate call Enumerate streamsEnumerate streams Create/enumerate desired terminalsCreate/enumerate desired terminals Select terminals on streamsSelect terminals on streams

TAPI 3.0 Media Object Model TAPI 3.0 Media Object Model ExampleExample

H.323 AddressH.323 Address

1.1. Find addressFind address

Call to StWoodCall to StWood

2.2. Create callCreate callAudio Audio

CaptureCapture

Video Video RenderRender

Audio Audio renderrender

Video Video CaptureCapture

3.3. Enumerate streamsEnumerate streams

MicrophoneMicrophone

Video Video windowwindow

Video Video cameracamera

SpeakersSpeakers4.4. Find/create terminalsFind/create terminals

5.5. Select desired Select desired terminals on streamsterminals on streams

TerminalsTerminals StreamsStreams

Call Center Object ModelCall Center Object Model

AgentSessionAgentSession ITAgentSessionITAgentSession

TAPITAPI ITTAPICallCenterITTAPICallCenter

AgentHandlerAgentHandler ITAgentHandlerITAgentHandler

ACDGroupACDGroup ITACDGroupITACDGroup

QueueQueue ITQueueITQueue

AgentAgent ITAgentITAgent

Call Center ArchitectureCall Center Architecture

ServiceProvider

TAPISRV

TAPI32.DLL

ACD ServerApplication

Remote SP

TAPISRV

TAPI3.DLL

ACD ClientApplication

Call Center Message FlowCall Center Message Flow

Hardware

ServiceProvider

TAPISRV

TAPI32.DLL

ACD Server Application

proxy

Remote SP

TAPISRV

TAPI3.DLL

ACD Client Application

Call ControlCall Control

ACD ACD

Message/Event FlowMessage/Event Flow

What’s new in TAPI 3.1?What’s new in TAPI 3.1? API and Infrastructure ImprovementsAPI and Infrastructure Improvements

Phone SupportPhone Support Pluggable TerminalsPluggable Terminals New terminalsNew terminals

IVR, Voice Mail, and Unified Messaging supported by enhanced IVR, Voice Mail, and Unified Messaging supported by enhanced terminalsterminals

Easier application flowEasier application flow Client/Server Administration improvementsClient/Server Administration improvements

Simplified administrationSimplified administration Performance improvementsPerformance improvements

New Device SupportNew Device Support USB Handset supportUSB Handset support

Enhanced Protocol SupportEnhanced Protocol Support H.323V2 and supplementary services supportH.323V2 and supplementary services support

TAPI 3.1 Object HierarchyTAPI 3.1 Object HierarchyTAPITAPI

CallHubCallHub AddressAddress

TerminalTerminal CallCall

StreamStream

PhonePhone

TAPITAPI

AddressAddress

TerminalTerminal CallCall

Phone SupportPhone Support

Full phone support in TAPI 3.1Full phone support in TAPI 3.1 Equivalent to TAPI 2.xEquivalent to TAPI 2.x

Additional support to associate Additional support to associate Phones with TerminalsPhones with Terminals

Existing TAPI 2.x phone TSPs will Existing TAPI 2.x phone TSPs will continue to workcontinue to work

Pluggable TerminalsPluggable Terminals A way for 3rd parties to add media A way for 3rd parties to add media

processing capabilities to existing MSPsprocessing capabilities to existing MSPs Any 3rd party can publish a terminal to Any 3rd party can publish a terminal to

do any media processing task.do any media processing task. 3rd party speech rec or TTS3rd party speech rec or TTS Audio stream manipulationAudio stream manipulation 3rd party file terminal3rd party file terminal

Terminals can be registered and then Terminals can be registered and then TAPI enumerates them to any TAPI TAPI enumerates them to any TAPI application that requests themapplication that requests them

TAPI 3.1 TerminalsTAPI 3.1 Terminals Each terminal represents a specific media Each terminal represents a specific media

processing taskprocessing task Implemented in MSP Base ClassesImplemented in MSP Base Classes New interface on Call Object for terminal New interface on Call Object for terminal

selectionselection Makes the 95% case much easierMakes the 95% case much easier

Media control is abstracted through IVR Media control is abstracted through IVR TerminalsTerminals

Terminal selection is more directTerminal selection is more direct

Still allows detailed control of terminals and Still allows detailed control of terminals and media stream if desiredmedia stream if desired

File TerminalsFile Terminals File Record File Record

Terminal for Terminal for recording streaming recording streaming data (such as data (such as speech or video) to speech or video) to a file a file

File Play Terminal File Play Terminal for playing this for playing this recorded data back recorded data back to a stream.to a stream.

XML Data can be XML Data can be stored alongside stored alongside the recorded mediathe recorded media

File File PlaybackPlayback

ITTerminalITTerminalITMediaFileAccess ITMediaFileAccess ITMediaFilePlaybackITMediaFilePlayback

File File RecordRecord

ITTerminalITTerminalITMediaFileAccess ITMediaFileAccess ITMediaFileRecordITMediaFileRecord

Speech Recognition Speech Recognition TerminalTerminal Terminal for Terminal for

performing speech performing speech recognition on the recognition on the media streammedia stream

Based on Based on upcoming SAPI5 upcoming SAPI5 technologytechnology

Selectable Selectable grammars & grammars & speech enginesspeech engines

SAPI Objects SAPI Objects aggregated by aggregated by terminalterminal

Speech Speech RecognitionRecognition

ITTerminalITTerminal

SAPISAPI5.05.0

SAPI interfacesSAPI interfaces

TTS TerminalTTS Terminal Performs Text to Performs Text to

Speech Speech Conversion and Conversion and plays result on to plays result on to the media stream the media stream

Based on Based on upcoming SAPI5 upcoming SAPI5 technologytechnology

Allows insertion of Allows insertion of XML tags into the XML tags into the text to modify the text to modify the speech synthesis speech synthesis outputoutput

TTSTTS ITTerminalITTerminal

SAPISAPI5.05.0

SAPI interfacesSAPI interfaces

USB Handset SupportUSB Handset Support

PC speakers and microphonePC speakers and microphone Can be difficult to connect and adjustCan be difficult to connect and adjust Issues with privacy and echoIssues with privacy and echo

Handset form factor provides natural Handset form factor provides natural user interface for telephony on the PCuser interface for telephony on the PC

USB peripherals are easy to connect USB peripherals are easy to connect and useand use

USB Handsets & TAPIUSB Handsets & TAPI

Built in support for USB-connected Built in support for USB-connected handsetshandsets TAPI will recognize the phone and TAPI will recognize the phone and

automatically run appropriate servicesautomatically run appropriate services TAPI object model will allow applications TAPI object model will allow applications

to control USB phonesto control USB phones

USB handsets will work with generic USB handsets will work with generic TAPI appsTAPI apps Phone vendors add value by accessing Phone vendors add value by accessing

proprietary features through custom proprietary features through custom appsapps

USB Handset UsageUSB Handset Usage

IntranetIP/PSTN Gateway

H.323 Gatekeeper (Call routing

server)

Desktop

PC

Media Streams (IP)

Call Control (IP)

USB HandsetPOTS

Telephone Set USB HID Messages

USB Audio Streams

PSTN

Ring

Hello

TAPI 3.1 Application FlowTAPI 3.1 Application Flow

Initialize TAPIInitialize TAPI Select addressSelect address Create callCreate call Select desired terminal types on callSelect desired terminal types on call Optional - Create/enumerate desired Optional - Create/enumerate desired

terminalsterminals Optional - Select terminals on streamsOptional - Select terminals on streams

IP Telephony ImprovementsIP Telephony Improvements H.323v2 supportH.323v2 support

FastConnectFastConnect Gatekeeper supportGatekeeper support Fast format changeFast format change

H.450 supplementary services supportH.450 supplementary services support Transfer (Blind and consultative)Transfer (Blind and consultative) Diversion (forwarding)Diversion (forwarding) HoldHold

Improved audio and video streamingImproved audio and video streaming

Client/Server AdministrationClient/Server Administration

Centralized administrationCentralized administration TAPI servers are stored in DSTAPI servers are stored in DS

Performance improvementsPerformance improvements Administration MMC starts much fasterAdministration MMC starts much faster

Batch processing toolBatch processing tool Allows user/line associations to be Allows user/line associations to be

added quickly via new tooladded quickly via new tool

TAPI 3.1 SummaryTAPI 3.1 Summary

Richer media control and processingRicher media control and processing Improved IP Telephony supportImproved IP Telephony support Improved Client/Server support Improved Client/Server support

Web Telephony EngineWeb Telephony Engine

A platform allowing the creation of A platform allowing the creation of telephony accessible web sitestelephony accessible web sites

Apply web authoring paradigms to the Apply web authoring paradigms to the development of telephony applicationsdevelopment of telephony applications

Facilitate cooperation between industry Facilitate cooperation between industry segmentssegments

WTE ArchitectureWTE Architecture

Internet Explorer

Web Telephony Engine

Application (W

eb SIT

E)

TAPI 3.0

Voice Board

HTTP

SAPI

SR/TTS Engine

Microsoft Third Party

WTE DeploymentWTE Deployment

Messaging

Database

Credit Verification

WTE

PSTN

H323 Client

Internet

Graphical Browser

Web Server

HTTP

Internet/Intranet

TSP Logo ProgramTSP Logo Program

Quality Logic is conducting TSP Quality Logic is conducting TSP logo programlogo program

First TSP has been testedFirst TSP has been tested Testing TSPs at the TAPI BakeoffTesting TSPs at the TAPI Bakeoff Visit Certification Programs page at Visit Certification Programs page at

www.qualitylogic.comwww.qualitylogic.com for more for more informationinformation

Communications FuturesCommunications Futures Build the user-to-user communications web !Build the user-to-user communications web !

Click to phone call, click to talkClick to phone call, click to talk Click to communicate, anywhere, anytime, with Click to communicate, anywhere, anytime, with

any deviceany device Synergy between presence, real-time, instant Synergy between presence, real-time, instant

messagingmessaging Integrated with Passport (Residential), AD Integrated with Passport (Residential), AD

(enterprises).(enterprises).

Spur innovation in communicationsSpur innovation in communications Platform for Exchange Collaboration ServerPlatform for Exchange Collaboration Server Enable ISVs to build multi-modal communications Enable ISVs to build multi-modal communications

solutions: Voice, Video, Co-browsing, Chat, solutions: Voice, Video, Co-browsing, Chat, GamesGames

Low cost web call centers.Low cost web call centers.

Call to ActionCall to Action

Write telephony applications to the TAPI Write telephony applications to the TAPI 3.x interfaces3.x interfaces Combine traditional and Combine traditional and

Internet telephonyInternet telephony Rich and flexible media controlRich and flexible media control Accessible from Visual Basic and JavaAccessible from Visual Basic and Java

Write TAPI Service ProvidersWrite TAPI Service Providers