Customer Connection Session 1400 – Communication Enablement ...
Transcript of Customer Connection Session 1400 – Communication Enablement ...
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Communication Enablement in a
Multi-Vendor Environment
Charles Luther, Oracle
David Raanan, Starfish
1400: Communication Enablement in a Multi-Vendor Environment
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Session Agenda
• Problem Statement– Communication-enablement with multi-vendor UC
• Oracle Solution– Oracle’s Hyper-Connected Enterprise Architecture &
Communications Middleware Solution• Including Oracle’s Converged Application Server (OCCAS)
• Starfish Solution– Vendor Agnostic Click-to-Call (OCCAS app)
• Desktop Integration
• CTI Drivers
• API
• User Profile Directory
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In this session you will learn about:
• Oracle Communications Extension Group
(comms middleware) product portfolio
• Starfish applications & plug-ins for Oracle’s
communications middleware portfolio
• Starfish + Oracle comms application use cases
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Oracle Application TechnologyWidely Deployed in Fortune 500
Cloud & Premises
• Fusion Middleware
• Weblogic
• Java
Mobility
• Oracle Mobile Application Framework (MAF)
• Oracle Mobile Security Suite
IP Communications
• Hyper-Connected Enterprise Solutions
• Oracle Communications Middleware
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Wide UC/CC Vendor Interoperability, including support
Oracle Solutions Are Vendor Agnostic
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Oracle Hyper-Connected Enterprise
• CONNECT people• SECURE interactions• CONTROL information
• Streamline processes
• Improve collaboration
• Enhance customer
experiences
CommunicationsEnabled Apps
CloudServices
MultivendorCC/UC
Communications Infrastructure
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Deploy a Layered Communications Architecture
• Centralizes
services and
policy
enforcement
• UC vendor
neutral
• Open,
scalable and
extensible
Business Apps
Contact
Center
SIP Trunk
Services
Remote
WorkerWeb
Apps
Access
Core
Converged Services
RoutingNormalization
Control
SecurityInterworking
QoS
Critical Infrastructure for the Hyper-Connected EnterpriseCommunications
Extension Group
(Comms Middleware)
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Highly Collaborative
Work Environment
Real-Time and
Social Integration
Embedded and
“Process Aware”
Unified, Personalized
Customer Experience
BUSINESS/SUBSCRIBERS REQUIRES
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Open, standards-based
Virtualized - cloud
Portable
Multi-threaded
Container
Rapid time to market
IT App Servers
Reliable
Scalable
Interoperable
Protocol driven
Managed sessions
Highly adaptable
Telecomm App Servers
Convergence of IT and Communications
$
Open and Reliable
Virtualized and Scalable
Portable and Interoperable
Threaded Adaptable Protocols
Managed Session Containers
Rapid Time to Market
Oracle Communications Converged Application
Server
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Oracle’s Communications Middleware
• Communications Extension Group products include:– Covergence Application Server (for enterprise app dev)
– Application Session Controller (media control with apps)
– Service Gatekeeper (for API exposure)
– WebRTC Session Controller (for WebRTC deployments)
• Designed to integrate business apps & UC/CC– Enable business apps to access & control UC
– Simplify multivendor communications
– Enhance contact center Cx
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How Customers Are Leveraging Our
App & UC/CC Solutions
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Oracle OCCAS (Converged Application Server)
• Used for enterprise UC & contact center app development
• Key features– Converged Java EE, SIP/IMS
application server
– Wide range of app support for third-party call control, conferencing, etc.
– Standards Compliant - Java EE, SIP Servlet, SOA, and 3GPP IMS, Media
– Highly scalable & fault tolerant
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Starfish’s Usage of Oracle’s OCCAS
• Starfish leverages OCCAS to provide vendor
agnostic Click-to-Call capabilities & generic API
for comms-enabled business processes (CEBP).
• OCCAS’ native functionality is augmented by
embedding Starfish vendor-specific CTI drivers
in the platform.
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Vendor Agnostic Click-to-Call Features
• User experience is fully integrated with Microsoft Office
applications and web browsers
• User profile directory associates users with their specific
communication servers
• OCCAS makes the service available enterprise wide, from
any desktop with any UC system
• Users within the corporate network get extended functionality
(full device control) through the CTI drivers
• Users outside the corporate network get Click-to-Call
functionality through SIP connection to the PSTN
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C2C Client
OCCAS
User Profile
Directory
MS Office & IE
Add-Ins
C2C
Server
Web Sockets
Client PC
LDAP
Corporate
Active Directory
LDAP
Cisco
CTI Drivers
SIP
Cisco UCM
Avaya
CTI Drivers
JTAPI
Avaya AES
TSAPI
Simple API
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Vendor Agnostic Click-to-CallClick-to-Call application runs in the background with an icon displayed on the task bar - Clicking on the icon displays the UI
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Vendor Agnostic Click-to-CallSeamless integration with Microsoft Office enables Click-to-Call
from Word, Excel, Outlook, PowerPoint and Lync
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Vendor Agnostic Telephony API
The Click-to-Call API exposes a simple to use JavaScript
library that can easily be leveraged in apps to make &
control calls
// Create and instantiate CTI objectvar ctiObject = new CTI(configuration);ctiObject.start();// Make Call requestctiObject.makeCall(source, destination, function(result, message) { /* your code here */ });
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Vendor Agnostic Telephony API
The API can be easily
used to generate
telephony enabled
pages like this sample
demo
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User Profile Directory
• User profile directory is populated by a sync engine that
retrieves & consolidates data from comms servers,
enterprise directories, and databases
• The consolidated data represents an authoritative
mapping of users to their telephony resources
• When a Click-to-Call client registers, the user profile is
used to determine which system (and therefore which
CTI driver) to use and what is the principle line for the
user
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Using User Profile Directory for ECB
• For ECB, the sync engine collects routing information
from Avaya, Cisco and Microsoft communication server,
associating users, extensions, DIDs, IP addresses of the
servers and other data elements.
• The resulting directory is an effective enterprise wide
routing data store.
• ECB taps into the user profile directory to make routing
decisions.
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Starfish Integration with Oracle’s Portfolio
• Starfish has integrated with multiple Oracle enterprise
platforms including:
– OCCAS: CTI drivers and desktop integration
– ECB: User Profile directory for call routing
– ASC: Custom application development
• Proven Oracle Partner Network member
• Common Starfish + Oracle solution theme:– Apps & comm enablement with multi-vendor UC
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Thank You for Attending!
Please remember to complete
your evaluation of this session in
the CONVERGE2015 mobile app.
1400: Communication Enablement in a
Multi-Vendor Environment
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