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CEBP Development with Microsoft Lync

CEBP Development with Microsoft Lync. Thomas Kisner. Brief Intro. Unified Communications Architect at BNSF Railway Board Member, DFW Unified Communications User Group Meets 4 th Thursday of Every Month at 6:00PM at Microsoft Campus http:// dfwucug.org http:// TheLync.net - blog

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CEBP Development with Microsoft Lync

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  1. CEBP Development with Microsoft Lync Thomas Kisner

  2. Brief Intro • Unified Communications Architect at BNSF Railway • Board Member, DFW Unified Communications User Group • Meets 4th Thursday of Every Month at 6:00PM at Microsoft Campus • http://dfwucug.org • http://TheLync.net- blog • @twkisner on Twitter

  3. Lync is an Extensible Platform for Developers CUSTOM APPLICATIONS WORKFLOW & LOB INTERGRATION EMBEDDING PRESENCE SINGLE PLATFORM INDUSTRY STANDARDS CONTACT CENTER SIP/SIMPLE, XMPP, VoiceXML SINGLE SET OF APIs AND TOOLS

  4. Communications-Enabled Business Processes Client Apps Server Apps to human human • Anywhere Information Access • Web Chat • Query-Response Bots • Interactive Voice Response • Business Process Communications • Notifications • Outbound • Expert Finders • Contextual Collaboration • Enhanced Presence • Click to Communicate • Communications with Context to human machine to machine human

  5. Lync 2010 Client SDK Add value to the Lync user experience 1) Integrate Lync into 3rd party applications 2) Send context from 3rd party applications to Lync 3) Extend the Lync conversation window 4) Customize by building your own UI

  6. Send Context from 3rd Party Applications • Invite w/ Context: • AppID • App Data • URL/Exe Two-way app data

  7. Customize: Build Your Own UI Fully custom Kiosk-type Lync application • Lync is running on the machine w/out UI • Registry key set to UI suppression • App has access to API • App provides all the UI

  8. Demo

  9. Communications-Enabled Applications – An Example Contact list and search Contact card Custom contact list Presence and contact card Presence variation

  10. UC Managed API 3.0 Rich and easy to use multi-layered .NET API for Communications • Includes • A SIP stack • Media control • Speech technology • Rich API • Easy to use • Multi-layered 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 Communications Server Infrastructure

  11. Rich and easy to use multi-layered .NET API for Communications UC Managed API 3.0 • Includes • A SIP stack • Media control • Speech technology • Rich API • Easy to use • Multi-layered 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

  12. What can you do with UCMA (Server-Side) • Be responsive to changing conditions • Enable multi-channel Self Service • Includes 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 mobile or PSTN phone (Mobile Voice Companion) • 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 12

  13. 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 13

  14. 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 14

  15. UC Managed API 3.0 - Collaboration Multi-party capable and extensible to add or replace modalities • 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 15

  16. UC Managed API 3.0 - Speech Includes top-class Speech Technology in 26 languages • 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 2.1 compliant • Support for 26 Languages • For Command & Control 16

  17. Lync Development – Creating IVRs • Custom IVRs in Lync are built on the development platform capabilities of Lync • Lync-based IVRs can take advantage of the entire Lync API set • Presence • Voice • IM/Conferencing • More.. • Development is done inside Microsoft Visual Studio

  18. Building an IVR in UCMA Workflow How to build one Within Visual Studio add communications activities - Answer Call - Place call - Check presence - Get a speech or DTMF response - Transfer calls The workflow engine is built on Microsoft Windows Workflow, so any database or logic operations within that toolset (and there are many) can be used in building an IVR

  19. Visual Studio IVR Screenshot Drag and Drop logic with code extensions

  20. Questions?

  21. Thank you! • Remember to check out dfwucug.org !

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