Microsoft Lync Server 2010 - платформа для построения контакт-центров

1. Microsoft Lync Server 2010 - платформа для построения контакт-центров Vlad Eminovici Microsoft Corporation

2. Agenda • Microsoft Lync 2010 SDK • Contextual Conversations • Unified Communications Managed API 3.0 • Communications Enabled Business Processes • Virtual Personal Assistants • Response Group • Summary

3. Lync 2010 SDK Overview

4. Conversation without Context

5. Conversation without Context ? CRM

6. Contextual Conversations

7. Contextual Conversations Context

8. Lync 2010 SDK Lync 2010 Controls WPF SL4 UIAutomation Model API

9. Lync 2010 API Overview • New managed API for Lync 2010 object model • Productivity of IMessenger API, without the ceiling • Power of UCC API, without the complexity • Automates Lync 2010 • Build custom Lync 2010 clients • Requires Lync 2010 • Reuses Lync 2010 connection

10. Lync 2010 Controls Overview • Ships in Lync 2010 SDK • “Drag and Drop” feature integration • Contact list, contact search • Presence, contact info, custom contact list • IM and audio “Click-to-Call” • Supports contextual conversations • WPF and Silverlight • Requires Lync 2010 • Reuses Lync 2010 connection

11. DEMO Conversations with Context

12. Unified Communications Managed API 3.0

13. Communications Enabled Business Processes

14. Personal Virtual Assistants ?

15. UCMA 3.0 Overview • Managed API for middle-tier solutions • End-to-End communication solutions • Adding communication features (CEBP, PVA) • Abstracts underlying protocols (SIP, telephony) • Supports IM, voice, presence, call control • Highly scalable • Highly available

16. UCMA 3.0 Key Scenarios • Help Desk / Call Center / Contact Center • Supervisor monitoring (TCU) • Supervisor whisper / barge-in • Skills based routing • Communication Enabled Business Processes • Personal Virtual Assistants • Conferencing • Notification Systems • Web Click-to-Chat • Web Click-to-Call

17. UCMA 3.0 – What’s New • Make it easier • Application provisioning / management • Presence publishing / subscribing • Make it better • Conferencing • Back-to-Back user agent • Trusted Conference User • Fine grained control over call experience

18. UCMA 3.0 Workflow API Overview • Based on Windows Workflow Foundation • Design application in designer • Compiled to executable application • Activities make development easy • IM, Audio/Speech • Presence • Call control • Custom Activities via UCMA 3.0 SDK • Prompts, commands, events create dialog • Communications Enabled Business Processes • Personal Virtual Assistants

19. DEMO Response Group

20. Unified Communications Roadmap

21. Summary • Communications software is a platform opportunity • Existing Infrastructure • Existing tools, skills, platform • Lync 2010 SDK • Facilitate communication via Contextual Conversations • Unified Communications Managed API 3.0 • Expedite the enterprise via Communications Enabled Business Processes • Facilitate productivity via Personal Virtual Assistants • Exchange Web Services Managed API 1.0 • Integrate Exchange 2010 data and business logic

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