1 / 38

Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications

EXL402. Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications . Stephane Taine Sr. Program Manager Lead Microsoft Corporation. Albert Kooiman Sr. Product Manager Microsoft Corporation. Agenda. UCMA 3.0 – Introduction and what is new

cashlin
Download Presentation

Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. EXL402 Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications Stephane Taine Sr. Program Manager Lead Microsoft Corporation Albert Kooiman Sr. Product Manager Microsoft Corporation

  2. Agenda • UCMA 3.0 – Introduction and what is new • What can you do with UCMA 3.0? • Deep Dive in Audio Routes and Scaling UCMA applications • Key Take-Aways, Q&A and Resources 2

  3. .NET API Familiar .NET Developer Experience (requires .NET 3.5 sp1) Scenario-based Communication and Collaboration API (intuitive concepts) Multi-threaded, highly scalable, and resilient Zero-Royalty Redistribution Licensing Model for Applications Free SIP stack Free State-of-the-Art Speech Recognition and Speech Synthesis Open and Extensible Interoperates with SIP PSTN Gateways and IP-PBXs for Telephony VoiceXML 2.x browser Broadly Adopted by Microsoft and Partners Microsoft Lync Server (RGS, Conference Dial-In, Application Sharing MCU, etc) Microsoft Exchange 2010 SP1 Unified Messaging & Outlook Web Access Hundreds of applications & federated services UC Managed API 3.0 in a nutshell 3

  4. UC Managed API 3.0 SDK Workflow API VoiceXML2.x UCMA Core API Communications & Collaboration Microsoft.Speech SIP/SIMPLE(SIP Stack) SRTP/Codecs (Media Stacks) Server SAPI(Speech Engines) 4

  5. UC Managed API 3.0 – Communications • Call Management • Basic Call establishment, transfer, redirect, decline, hold APIs • Instant Messaging • With Lync • With Web and mobile custom clients • Audio/Video • WMA File play back, WMA File recording • DTMF controller & recognizer • Automatic Speech Recognition and Speech Synthesis • Conversation Impersonation • Multimodal Communications Collaboration Communications Presence Contact Groups Instant Messaging Audio Video Conferencing Conference Management Conversation Call Extensibility Workflow VoiceXML Browser Call ControlActivities DialogActivities GeneralActivities Call ControlCommunications Event Types DialogCommunications Event Types Commands Signaling End Point/ConnectionManagement Common Basic Classes SAPI MicrosoftSpeech Synthesizer MicrosoftSpeech Recognizer Server Speech API Error Handling Exceptions Platform Signaling 5

  6. UC Managed API 3.0 – Communications • Conferencing • Supports Multi-party Communications • Conference Scheduling and Management • Organize and modify Conferences • Set Attendee / Presenter roles • Extensible & Open • Modality-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 Collaboration Communications Presence Contact Groups Instant Messaging Audio Video Conferencing Conference Management Conversation Call Extensibility Workflow VoiceXML Browser Call ControlActivities DialogActivities GeneralActivities Call ControlCommunications Event Types DialogCommunications Event Types Commands Signaling End Point/ConnectionManagement Common Basic Classes SAPI MicrosoftSpeech Synthesizer MicrosoftSpeech Recognizer Server Speech API Error Handling Exceptions Platform Signaling 6

  7. UC Managed API 3.0 – Collaboration • Presence For Users • Publish Users Presence (State, Contact Card, Note, Device Capability etc) • Allows to control who gets to see what • Allows to subscribe for continuous updates on others presence • Allows querying for Presence • Presence For Applications • Support for always appear online • Contact Group Services for Users • Multi-party capable and extensible to add or replace modalities Collaboration Communications Presence Contact Groups Instant Messaging Audio Video Conferencing Conference Management Conversation Call Extensibility Workflow VoiceXML Browser Call ControlActivities DialogActivities GeneralActivities Call ControlCommunications Event Types DialogCommunications Event Types Commands Signaling End Point/ConnectionManagement Common Basic Classes SAPI MicrosoftSpeech Synthesizer MicrosoftSpeech Recognizer Server Speech API Error Handling Exceptions Platform Signaling 7

  8. UC Managed API 3.0 – Speech • Managed Server Speech API • Includes free Microsoft Speech Recognition and Synthesis Engines • Includes key speech technology tools • Supports W3C standards like SRGS and SSML • Support for VoiceXML • Same VXML Browser as Speech Server (2007) • VoiceXML 2.x compliant • Support for 26 Languages • For Command & Control • Includes top-class Speech Technology in 26 languages Collaboration Communications Presence Contact Groups Instant Messaging Audio Video Conferencing Conference Management Conversation Call Extensibility Workflow VoiceXML Browser Call ControlActivities DialogActivities GeneralActivities Call ControlCommunications Event Types DialogCommunications Event Types Commands Signaling End Point/ConnectionManagement Common Basic Classes SAPI MicrosoftSpeech Synthesizer MicrosoftSpeech Recognizer Server Speech API Error Handling Exceptions Platform Signaling 8

  9. UC Managed API 3.0 – New Features (1/3) 9

  10. UC Managed API 3.0– New Features (2/3) 10

  11. UC Managed API 3.0 – New Features (3/3) 11

  12. What can you do with UCMA 3.0? • Alerts & Notifications • Enable Lync from any device, any platform • Enable Customer Care using the Lync Platform • Enable Expert Search 12

  13. Alerts & Notifications Platform Jennifer, Inventory Manager (Online) Device: ERP Web application SV , Financial Controller (Online) Device: Lync Aida , Financial Controller (Appears Offline) Device: Outlook Contoso Warehouse IM IM Inventory Chart Email Alert System UCMA 3.0 Alert :Low Inventory Text To Speech John, Chief Operating Officer (DND, Urgent Interruptions Only) Device: Smartphone Lync Server 2010 13

  14. Traditional Contact Center Topology Customer PSTN Internet CTI Server PBX VoIP Gateway Lync Server Server ACD Server Call Recording Server Web Chat Server IVR Server Speech Engines Agents Back Office 14

  15. A multi channel platform UCMA – A Customer Care Platform for Partners Internet Customer PSTN ReportingSoftware Help Desk Solution Call Recording Capabilities ACD Capabilities IVR Capabilities Music Player Capabilities Query/Response Bot Capabilities Back-end Integration Software LOB Software Match MakerSoftware Unified Communications Managed API Agent Desktop Integration Software Microsoft Lync Server Infrastructure Agents Back Office 15

  16. . Web Chat, Click-to-Call • Embed Contextual Communications in Web Sites Web Portal (WCF) UCMA 3.0 Web Chat + Context 4. Response 2. INVITE + Context 3. Response Lync Server 2010 Contact Center UCMA 3.0 16

  17. Web Chat & Windows Live Messenger Extend your reach demo

  18. Customer Care Platform Microsoft Lync 4. Agent w/ matching skills becomes available • Turn the Lync Platform into a profit Center Front Office Back Office Agent skills & availability 5. Call Dispatch & Agent Anonymity C ustomer Contact Center UCMA 3.0 Windows Live Messenger 1. Makes call 2. IVR or IM response (Determines required skills) 6. Supervisor silently listens & whispers 3. Agent hunting & Music On Hold Web chat, click-to-call (external customer) Lync Server 2010 18

  19. Customer Care Demo Agent and Supervisor Experience demo

  20. Customer Care: Key Features • Back-To-Back User agent • Anonymization • Click to communicate • Supervisor silent monitoring • Speech Technology (ASR, TTS) • WMA multicast player • Scalable Presence View • Agent availability • Conversation • IM escalation to conferencing • Multi-channel • Trusted Conferencing User &Audio Route Management • Silent monitoring • Whispering • Intervening 20

  21. Audio Routes in the Contact Center Demo

  22. Customer Care -Default mix

  23. Customer Care - On Hold • Music On Hold

  24. Customer Care - Supervisor • Silent Monitor

  25. Customer Care - Supervisor • Whisper

  26. Customer Care - Supervisor • Intervene

  27. Application Pool App Server 1 App Server 2 App 1 App 1 AppEp1 AppEp1 UCMA 3.0 UCMA 3.0 App 2 App 2 DNS load-balanced Lync Server Management Shell: New-CSTrustedApplication Lync Server Management Shell: New-CSTrustedApplicationEndpoint Lync Server Management Shell: New-CsTrustedApplicationPool New-CSSetCertificate Lync Server 2010 Incoming Call 27

  28. Key Take-Aways • The UC Managed API enables advanced communications scenarios • The UC Managed API is a powerful API for reach scenarios 28

  29. UC Developer Portals http://msdn.microsoft.com/Lync Sign-up for http://gotuc.net - a UC Developer Sandbox Download the UCMA 3.0 SDK Download the samples from MSDN Visit CodePlex, MSDN Code Gallery Download the Virtual Test Drive – http://www.microsoft.com/vhd Get Started with Unified Communications! 29

  30. Q & A

  31. References

  32. Related Content • EXL201 – Microsoft Lync 2010: Winning in Voice and Video • EXL303 – Four Ways to Leverage the Microsoft Lync 2010 Client APIs in Your Applications • EXL402 – Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications EXL324 – Top 10 Insights on Development of Microsoft Exchange Server and Microsoft Lync Server 2010 against Microsoft Office 365

  33. Related Content • EXL201 – Microsoft Lync 2010: Winning in Voice and Video • EXL303 – Four Ways to Leverage the Microsoft Lync 2010 Client APIs in Your Applications • EXL402 – Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications EXL324 – Top 10 Insights on Development of Microsoft Exchange Server and Microsoft Lync Server 2010 against Microsoft Office 365

  34. Resources • Connect. Share. Discuss. http://northamerica.msteched.com Learning • Sessions On-Demand & Community • Microsoft Certification & Training Resources www.microsoft.com/teched www.microsoft.com/learning • Resources for IT Professionals • Resources for Developers http://microsoft.com/technet http://microsoft.com/msdn

  35. Complete an evaluation on CommNet and enter to win!

  36. © 2011 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.

More Related