Advanced SIP-based Solutions built on the Microsoft Unified Communications Managed API 3.0 & Microsoft Lync Server

2. SESSION CODE: UNC307 Advanced SIP-based Solutions built on the Microsoft Unified Communications Managed API 3.0 & Microsoft Lync Server 2010 Vincent Bannister Program Manager II Microsoft Corporation Albert Kooiman Sr. Product Manager Microsoft Corporation

3. Agenda • UCMA 3.0 – Introduction and what is new • UCMA 3.0 – High Level Overview • Demo: Voice Companion • Demo: Multi-Channel Customer Service • Key Take-Aways

4. Unified Communications Managed API • .NET 3.5 SP1 based Multi-layered Managed API • C# based • Reduces learning curve and development time • Multi-threaded, highly scalable, robust and highly available • Free Redistribution Licensing Model for Applications • Open and Extensible • Allows to add or replace Modalities • Works with Microsoft Lync Server 2010 in Multi-channel mode • Works with SIP Gateways in Voice-only mode • Introduction

5. UC Managed API Block Diagram Includes A SIP stack Media control Speech technology UCMA Workflow API VoiceXML UCMA Core API Communications and Collaboration UCMAServer Speech API SIP/SIMPLE(‘S4’ SIP Stack) SRTP/Codecs (Media Stacks) Server SAPI(Speech Engines) Microsoft.Speech Lync Server Infrastructure 5

6. UC Managed API 3.0 • Rich API • Easy to use • Multi-layered • Rich and easy to use multi-layered .NET API for 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 Microsoft Speech Platform Signaling Lync Server Infrastructure

7. Microsoft Unified Communications Managed API High Level API Overview

8. UC Managed API 3.0 - Communications • Call Management • Basic Call establishment, transfer, forward, decline, hold APIs • Instant Messaging • With Communicator • 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 8

9. 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 9

10. 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 10

11. 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 11

12. Microsoft Unified Communications Managed API What is new in version 3.0?

13. UCMA 3.0 - New Features (1/3)

14. UCMA 3.0 - New Features (2/3)

15. UCMA 3.0 - New Features (3/3)

16. What can you do with UCMA? • Alerts and notifications systems • Multi-channel • Self Service • Query/Response BOTs • Interactive Voice Response • Contact Center / Helpdesk • Multi channel ACD • Presence aware • Expert Finder • Supervisor functions, such as listen in, whisper • Recording • Conferencing Portals • Reach gateways • Silverlight (Web and Mobile) • Single Number Reach/Click to Call • Be responsive to changing conditions • Enable multi-channel Self Service • Including Microsoft Speech Technology • Turn UC infrastructure into a profit center • Inbound & outbound Contact Centers • Multi-channel Presence aware skill-based routing • Leverage a company’s internal expertise • Build your own conferencing experience • Collaborate from anywhere • From any web browser, click-to-communicate • From any cell or PSTN phone (Voice Companion) 16

17. Personal Mobile Voice Companion Demo Introduction

18. Personal Mobile Voice Companion Demo

19. Personal Mobile Voice Assistant Demo Technical Deep Dive

20. Trusted Conference User model Shared Conferencing Session and sophisticated Audio Routing Command channel sharing Conversation Mute All (on behalf of PSTN user1) Subscription channel sharing ConferenceSession Focus PSTN user2 is muted Sophistic MCU audio routing Establishing multiple calls AvCall 1 (for PSTN user1) *6 PSTN user1 AvMcu *6 AvCall 2 (for PSTN user2) blip PSTN user2 blip

21. UCMA and the Contact Center Introduction

22. Traditional Contact Center Topology Customer PSTN Internet CTI Server PBX VoIP Gateway OCS Server ACD Server Call Recording Server Web Chat Server IVR Server Speech Engines Agents Back Office 25

23. A multi channel platform UCMA – A Contact Center 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 26

24. Customizing MCU routes user A Outgoing Audio Routes from the call Remote Sinks: A, B AVMCU TCU Call user B Incoming Audio Route to the call Remote Source: C user C

25. Contact Center / Help Desk Demo Demo

26. Key UCMA Features in the Contact Center Demo • Back To Back User agent • for anonymization • UC Workflow Activities • Automatic Speech Recognition • Speech Synthesis • WMA multicast player • Simplified Presence object model (RemotePresenceView) • Conversation for IM escalation to conferencing • Conversation for multimodal escalation • Trusted Conferencing User &Audio Route Management • silent monitoring • Whispering • Intervening

27. UCMA Key Architecture Concept - Routing Application Pool: appPool1.contoso.com Contact Center Instance 2 IP: 123.1.1.2 Contact Center Instance 1 IP: 123.1.1.1 Contact Center Instance 3 IP: 123.1.1.3 5. Route to available application instance. 2. Lync fetches Application ID associated with sip:Helpdesk@contoso.com: Contact Center AD and DNS Lync Server Front End 4. Lync resolves FQDN of pool to IP address set; will load-balance requests among active IPs. Central Management DB 1. User calls Helpdesk@contoso.com 3. Lync fetches Pool FQDN and port associated with AppID Contact Center

28. UCMA Adoption Internal and External Customers and Partners • Microsoft Lync Server • Audio Video MCU • Application Sharing MCU • Mediation Server • Response Group Service • PSTN Conference Dial in • Communicator Web Access • Audio Video Edge Authentication Service • Call Park Server • Microsoft Exchange • Unified Messaging • Outlook Web Access Customers • Extend Health • Emerson Ecologics(Clarity Consulting) • Nokia (HCL) • Target • Wonderware • Quicken Loans • 50+ customers Voice ISVs • Aspect • Interactive Intelligence • Computer Talk • Etc. 39

29. Key Take-Aways 40

30. Key Take-Aways • The UC Managed API enables advanced communications scenarios • Contact Center • Voice Companion • Etc. (e.g. advanced conferencing, fixed mobile convergence) • The UC Managed API is a powerful API for reach scenarios • Web Chat • Query/Response bots or Interactive Voice Response • Outbound Alerts and Notifications or interactive surveys • Voice Assistant

31. UC Developer Portals http://msdn.microsoft.com/UC http://msdn.microsoft.com/Lync http://msdn.microsoft.com/Exchange Sign-up for http://gotuc.net - a UC Developer Sandbox Download the available SDKs Download the samples from MSDN Visit CodePlex, MSDN Code Gallery Download 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: Training Technical support Marketing benefits More information: Contact your local Microsoft Account Manageror write metroreq@microsoft.com Get started with Unified Communications! 42

32. Q & A

33. Resources

34. Resources • Developer Portals • Microsoft Unified Communications Developer Portalhttp://msdn.microsoft.com/uc • Microsoft Lync Developer Portalhttp://msdn.microsoft.com/lync • Microsoft Exchange Developer Centerhttp://msdn.microsoft.com/exchange 45

35. Related Content • UNC-201 – Microsoft Lync - Overview Session • UNC-306 – The new Microsoft Lync 2010 SDK • UNC-307 – Microsoft Unified Communications Managed API 3.0

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