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Voice As an Enterprise Application with Microsoft Office Communicator 2007

Voice As an Enterprise Application with Microsoft Office Communicator 2007. Renier Grobler GijimaAst. Session Objectives and Agenda. Voice as an Enterprise Application. Person-centric Communications. Different Types of Telephony Integration (RCC/ Simulring /UC). Different Types of Devices .

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Voice As an Enterprise Application with Microsoft Office Communicator 2007

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  1. Voice As an Enterprise Application with Microsoft Office Communicator 2007 Renier Grobler GijimaAst

  2. Session Objectives and Agenda Voice as an Enterprise Application Person-centric Communications Different Types of Telephony Integration (RCC/Simulring/UC) Different Types of Devices Microsoft Office Communicator 2007 Feature Overview Policies/Debuggability

  3. How Do You Build a Communications Experience that Is Worthy of Being an Enterprise Application? • Between the voice experience and the desktop experience • Make the PC a Voice Endpoint • “It just works” telephony experience • Embrace the familiarity of 100+ years of history, but rethink the experience • Integrate with the environment • Between productivity and communications applications • Presence everywhere in Microsoft Office System • Adding context to communications • Build on the common experiences • Between two-person and multi-person calls • Both ad-hoc and scheduled • Across all modalities • Integration with meeting lifecycle Break the silos in existing communications solutions:

  4. Do What My Phone Did… • Experience optimized for Voice • Lightweight • Easy • Functionality to meet iWorker’s Voice needs • Rich call control • Voice mail and message waiting indication • Call forwarding settings

  5. And Just Make It Work… • Great out-of-the-box experience • No need to run a/v tuning wizard • NAT, Firewall and Proxy Traversal • Media Relays • HTTP Tunneling • High quality • Adaptive codecs • Rich video

  6. Integrate with PC… • Work great with PC peripherals • USB handsets • Headsets • Wired and wireless • Automatic detection and configuration of devices • Redesigned Tuning Wizard • Explicit settings for notification device vs. speaker phone vs. handset

  7. Using Familiar Metaphors • From other modalities • Subject and Importance • Reuse existing tools • Microsoft Office OneNote for note taking • Manage interruptions • Rules, redirects

  8. To Enable New Scenarios • Multimodal speech applications • Integrates A/V sessions with HTML navigation

  9. Person – centric communication

  10. What Is Presence? • Presence is the facilitator of person-centric communication • Defined as a person’s willingness and ability to communicate at the current time • The icon attempts to represent the two dimensions of willingness and availability • Mixtures of availability and willingness require a decision on what is the most important thing to show Available Away Inactive Online Willing Busy Do Not Disturb

  11. Levels of Access to Your Information

  12. Rich Presence Management • Contacts can be assigned to appropriate presence level • Provides fine-grained control of presence information

  13. Custom Presence • Enables enterprise specific presence states • Enables line-of-business (LOB) presence integration • Supported across different languages <customState ID="1" availability="online"> <activity LCID="1033"> Somewhere around here </activity> </customState> User selects a custom presence state during the course of the day Others see User’s custom presence state Admin creates an XML file defining presence that is specific to the corporation

  14. Interruption Management • Send all communications to voice mail when in DND • Allow specific people breakthrough privileges • Lightweight notification in presentation mode • Suppression of audio notifications based on busy-ness

  15. Contextual Integration with Common Tasks

  16. Presence Everywhere • Presence sprinkled everywhere in Microsoft Office Outlook • Microsoft Office SharePoint integration • Contextual entry points

  17. Adding Context to Communication • Transitions between e-mail and real-time modalities • E-mail Subject carried over to IM and Voice calls • Contextual link to e-mail • Unified threading model Conversation started from an e-mail thread thru the persona menu Contextual information used in conversation window (subject, link to e-mail thread)

  18. Consolidated History in Outlook • Automatic history for all IMs and Calls • Custom forms and views in Outlook • Missed Call entry point in Office Communicator

  19. OneNote Integration • Automatic metadata creation • Access to notes from call history

  20. Integrated Scheduling • Scheduling for both server and service • Integrated into the Outlook Ribbon

  21. Distribution Group Integration • Integration with Exchange DGs • Ability to add DGs to the contact list • Group Actions

  22. Voice Enable People in Web sites • Make your internal Web sites and links clickable • Communicator registers as shell handler for the following URLs: • Callto: • Conf: • Im: • Sip: • Sips: • Tel: • Typical URLs in a Web page • <a href="tel:+1(425)555-0123">tel:(425)555-0123</a> • <a href="callto:<sip:bob@microsoft.com> <sip:alice@microsoft.com>">Conference Bob and Alice</a>

  23. Different Types of Devices

  24. Device Integration UC Devices and Features

  25. Different Types of Telephony Integration

  26. Types Of Telephony Integration • A user can be configured for RCC, Simulring or UC • Remote Call Control – phone features are controlled by PBX • Communicator has a control channel with PBX • Phone number is owned by PBX • PC is not the “phone” • Simul-ring – phone features are controlled by PBX • Communicator and PBX Phone ring together • Phone number is owned by both PBX and OCS • User can answer using any, or make calls using any • UC – phone features are controlled by OCS • Communicator is the Phone • Phone number is owned by OCS • Communicator publishes “routing rules” to OCS • Rich integration with presence and DND • More forwarding features – simultaneous ring

  27. Types of Telephony Integration Signaling Remote Call Control Simulring Standalone Microsoft UC

  28. Remote Call Control Communicatorendpoints A OCS Server(s) PBX Call Anchored on PBX PSTN CSTA Signaling A

  29. Simul-ring UCendpoints OCS Server(s) Mediation Server Call forked Anchored on PBX PBX PSTN Anchored on OCS

  30. Microsoft UC UCendpoints OCS Server(s) Mediation Server PSTN GW PBX PSTN Anchored on OCS

  31. Types of Telephony Integration Different ways to get telephony integration

  32. Types of Telephony Integration Different ways to get telephony integration

  33. Communicator Feature Overview Making calls • Enter a number in Communicator • Search results are shown • Number is also provided as an option • Click to Call • Microsoft Office Outlook • SharePoint • Web Pages

  34. Communicator Feature Overview Answering calls • Capabilities in Toast • Answer • Do not disturb • Redirect (or Deflect Call) • Reply with Instant Message • Decline (call sent to voice mail) • Lightweight “Mini-Toast” while in presentation mode • No personal information is visible, hovering shows detail

  35. Communicator Feature Overview Subject and importance • When calling from an e-mail subject is correlated • Add subject in click to call widget • Toast displays information • Conversation history stores subject and importance (incl. voicemail)

  36. Communicator Feature Overview Easy call transfers • Once in a call, Communicator allows the user to easily transfer to: • Personal phone numbers such as a mobile number • A contact from Outlook or the Directory • Any PSTN telephone number • An existing IM or voice conversation (consultative transfer) • Consulting with IM can be more efficient than a traditional consultation call

  37. Communicator Feature Overview Call forwarding features/rules • Forward Immediate • Forward on No answer • Simultaneous Ring • Integrate with Exchange Working Hours

  38. Communicator Feature Overview Forwarding (during work hours) Number Person Voice Mail Forward Immediate Incoming Call Time OR Ring Voice Mail (default) Me Only (default) Unanswered Call Number Me and My Mobile (Simultaneous Ring) Person

  39. Communicator Feature Overview Forwarding (outside work hours) Incoming Call Ring Unanswered Call Me Only Voice Mail Time

  40. Communicator Feature Overview Quick access to forwarding settings • Note: The Call Forwarding Settings… provides other capabilities such as time of day or unanswered call forwarding • Note: This menu appears very different for a UC enabled user vs an RCC-enabled user

  41. Communicator Feature Overview Unanswered call forwarding • User can set unanswered calls to go to another person (e.g., receptionist) or forward to home

  42. Communicator Feature Overview Time-based forwarding • Checkbox in the Call Forwarding dialog • Note: Checkbox is grayed when feature is not available • Time-based forwarding uses calendar working hours published by Outlook 2007 and Exchange Server 2007 • These hours can be changed by one of the following means • Change in Outlook 2007, • Outlook Web Access (OWA), or • Change time zone in Windows machine that has Outlook 2007

  43. Communicator Feature Overview Do Not Disturb (DND) • When the user is set to DND, then the call forwarding rules are not applied and the call is sent to voice mail directly • If the caller’s is in the user’s “Team” category, then the call handling rules are still applied Incoming Call Voice Mail Time

  44. Communicator Feature Overview Conferencing • Scheduled conferences from Outlook • Click on link at the conference time • Start Conference from Communicator • Add another party to two party call • Drag and drop people from buddy list into existing conversation • Select using “INVITE” • Note: All modes (IM, AV) are escalated to a conference • Tip: you can also drag and drop Outlook recipients

  45. Communicator Feature Overview Conferencing • Start conferencing from Communicator • Conferencing by multi-selecting people • Selecting Groups or Distribution Groups in UI • Note: user can start conference from alternate PSTN phone or join conference from an alternate device to support mobile users

  46. Communicator Feature Overview Voice mail • Call Voicemail from Phone menu • Notification • Systray experience Blink (voice mails) Hover

  47. Communicator Feature Overview Voice mails in Outlook • Communicator opens Outlook 2003/2007 when the user clicks on voice mail notification

  48. Policies Just a few interesting ones • MaxAllowedVideoSendSize/MaxAllowedVideoReceiveSize (media hive) • Use this policy to enable VGA video send/receive • DisableHandsetOnLockedMachine • Use this policy to prevent others from pick up calls when the PC is locked • LocationProfile • Use this to customize the location if you want to have more than 1 location in the same pool • EnableAppearOffline • If your organization feels the need to appear offline in presence • PC2PCAvEncryption • Default setting: optional encryption if both sides support it. You can force SRTP ON using this.

  49. Debuggability Troubleshooting tips • Enable logs from Tools->Options->General • Enables Communicator (*.etl), UCCP (*.uccplog), Media Tracing (*.log in lccmedia directory) • For Windows Vista, user needs to be part of “Performance Log Users” local group to control Communicator tracing • Trace files in %userprofile%\tracing

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