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Partner Release Note Vision 80/20 for 2012-11-09

Partner Release Note Vision 80/20 for 2012-11-09. Contents. Technical drawings Packaging Estimated time of installation Technical details for System Integrators Language support FAQ. What is Vision 80/20 for Microsoft Lync? 2 types of Integrations Why UCMA (Windows)?

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Partner Release Note Vision 80/20 for 2012-11-09

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  1. Partner Release Note Vision 80/20 for 2012-11-09

  2. Contents • Technical drawings • Packaging • Estimated time of installation • Technical details for System Integrators • Language support • FAQ • What is Vision 80/20 for Microsoft Lync? • 2 types of Integrations • Why UCMA (Windows)? • Why SIP (Linux)? • Why Vision 80/20 for Microsoft Lync • Value Added • Background and market • Vision 80/20 for Lync portfolio • PAM • Vision 80/20 Calendar integration • Vision 80/20 Attendant Client • Vision 80/20 Queue • Vision 80/20 Line state • Vision 80/20 Mobile line state • Vision 80/20 Contact Center • Vision 80/20 Statistics • 80/20 Auto Attendant • Vision 80/20 Spoken Presence and voicemail • Vision 80/20 Active Directory Integration Note! Extra information in Speaker notes on slides!

  3. What is Vision 80/20 for Lync? Vision 80/20 for Lync is the term used do describe the Vision 80/20 products and services available for the Microsoft Lync platform Vision 80/20 for Lync • Vision 80/20 Presence and Availability Management • Vision 80/20 Attendant Client • Vision 80/20 Line state • Vision 80/20 Mobile line state • Vision 80/20 Contact Center (Requires Linux) • Vision 80/20 Statistics • Vision 80/20 Spoken Presence (Requires SIP) • Vision 80/20 Voicemail (Requires SIP) • Vision 80/20 AD-Link • Vision 80/20 Calendar integration • Vision 80/20 Auto Attendant (Requires SIP)

  4. Two types of integrations (UCMA and SIP) • UCMA– Pure Lync using Microsoft's recommended API(only available on Windows Platform) • Pure Lync • Only Windows based • Limited Contact Center and media blending needs (chat, SMS, e-mail) • Limited Auto Attendant needs • Spoken Presence-> one server but requires SIP • Vision 8020 Spoken Presence and voicemail (Tala) over SIP • SIP – for Hybrid solutions (with PBX and Linux-based products) • PBX extensions requiring spoken presence/rich presence/advanced attendant features/calendar link (Hybrids) • PBX in front of Lync • Contact Center features such as media blending, recording • Auto Attendant installations • IVR Pro (VIP2000) requires Linux platform

  5. Why UCMA (Windows) integration? UCMA = Microsoft Unified Communications Managed API • API that supports Voice, Chat, Presence, Video etc. • Currently used for Presence and Line state • Requires Vision 80/20 Call Server for Windows (not Linux) for call-handling • Microsoft Lync = (UCMA) 3.0 Advantages of UCMA: • More suitable for customers with a “Microsoft strategy” • Endpoints, like Vision 80/20 are native parts of Microsoft Lync environment • Recommended by Microsoft • Single Windows server solution • Easier and more cost effective installation • There is no need for gateways to Vision 80/20 • Server for Vision 80/20 is required • The integrator may need to connect the Lync environment to PSTN (via gateway or SIP)

  6. Why SIP (Linux) Integration? Advantages of SIP • Contact Center functionality • Media blending (Chat, email, SMS) • Recording • Whisper • Case log • Open line, questionnaire, delayed agents etc. • Attendant has free seating • Mobile • Fixed • Abbreviated number • Lync • No computer required • Supports mobile agents and people on the floor that lack computers

  7. Background and market potential • The step over to the Lync platform is quite easy • Organizations already have Microsoft license agreements • Shift in decision making from telephony to IT • CIO (Chief information Officer) or equivalent is the new decision-maker/buyer of telephony • Keeping the PBX in a hybrid solution is today the most common step towards Lync • Organizations that in the past needed Vision 80/20 products continue to do so • Microsoft targets large customers, hoping that smaller will follow

  8. Vision 80/20 for Lync - ValueAdded Lync Presence Collaboration Vision 80/20 Vision 80/20 Presence Services(Mobile Network Integration) PBX Lync Presence Collaboration Vision 80/20 Vision 80/20 for PBX with Presence Link for Lync Vision 80/20 PBX Lync PBX, Presence Collaboration Vision 80/20 Hybrid with Lync (Linux) Lync PBX, Presence Collaboration Vision 80/20 Vision 80/20 with Lync (Windows or Linux) * Requires Mobile Network API licenses. Severalsuppliers supported

  9. Why Vision 80/20 for Lync? 1(2) • Line State – Fixed and Mobile • Quick and intelligent call-handling in powerful Attendant Client with faster search, call-handling and connecting of calls • Two way Active Directory integration • Easier user administration • Exchange Calendar integration • Integrated call-handling using built in queue with multiple options such as: • Expected waiting time • Number in queue

  10. Why Vision 80/20 for Lync? 2(2) • Presence integration handles busy Lync extension professionally. • We forward calls when busy to Attendant or Spoken Presence. Spoken Presence also offers personal queue. • Two-way Presence connection • Updates the Lync client status based on current Vision status and vice versa • Powerful Statistics including Lync calls • Camp on busy can be based on line state which simplifies Attendant’s work • Attendant can initiate chat sessions with Microsoft Lync users • Attendant client is integrated with the Lync client (UCMA only) • Attendant client monitors the Lync client controlling answer and hang up

  11. Vision 80/20 PAM integrated with Lync Important information to attendants, colleagues and callers • Answers the question why you are absent and when you are expected back • Two-way integration between Vision 80/20 PAM and Lync • A rich presence in Vision 80/20 is transferred to Lync • A status change in Lync is transferred to Vision 80/20 PAM An extension will remain in status ”available” if the user doesn’t change it to ”busy” in cases with an active rich presence from Vision 80/20.

  12. Optional presence in Lync  Rich Presence Maximize your integration! • Optional presence status activates rich presence in Vision 80/20 and forwards Lync extension to Voicemail, Spoken Presence or Attendant.

  13. Vision 80/20 Calendar Integration A calendar integration changes the status to “in a meeting” and Vision 80/20 forwards the extension.

  14. Vision 80/20 Attendant Client 1(2) For professional and efficient attendants • Increased queue functionality with extra functionality such as • Expected waiting time • Number in queue • Skill-based routing • VIP queues • Advanced search with various options (department, title, key words, skills, organization etc.) • Progressive search • Shortcut keys eliminates excessive clicking on mouse • Camp on busy • Handles multiple sites and geographically spread organizations • Attendants may chat with users or call users using Lync client

  15. Vision 80/20 Attendant Client 2(2) For professional and efficient attendants • Flexible scheduled queues • One schedule handles multiple numbers to queues • Queue overview and pick calls from queue • Call is routed back to attendant from extension with additional information • From voicemail or Spoken presence • Busy • No answer • Free Seating (SIP) • In UCMA-integrations Attendants have to answer calls using Lync client • See status of other Attendants • Transferred calls are returned back to the originating attendant if not answered

  16. The queue in Vision 80/20 Call Server PSTN System Administrator System Administrator Vision 80/20 Attendant Vision 80/20 Call Server Queue

  17. Vision 80/20 queue - possibilities Queue options: Overflows: Ringtones and Position in queue Another queue Welcome messages and estimated waiting time Vision80/20 Call Server External number Queue Music on hold (only Windows) Recording (only Linux) Callback and Scheduled Call-back (only Linux) Emergency Message (only Linux)

  18. Spoken presence for Lync When you don’t want to miss out on business opportunities Informs your environment (not only within the organization) why you are away and when you will be back Handles: • No answer • Busy • Active rich presence Redirects the call to: • Attendant • Voicemail • Queue on a busy extension (Voicemail included in service) Technical sketch

  19. Lync Call Forwarding - without Spoken Presence Incoming Call Voicemail To voicemail To attendant • With a standard Lync deployment only standard voicemail message recorded by the user can be used • Hence, the information and possibilities for the caller is limited Attendant

  20. Lync Call Forwarding - with Spoken Presence ”The person youhavecalled is busy. Please press 0 towait or press 9 for Operator” Voicemail Option 1 Voicemail Attendant Option 2 Attendant Vision 80/20 Incoming Call Busy extension Option 3 Personal queue Queue

  21. Vision 80/20 Line state An important part of Presence • PBX • Mobile Operator Line state Mobile Line state Vision 80/20 Users Vision 80/20 Attendant Fixed and Mobile Line state

  22. Vision 80/20 Mobile Line state All trends are pointing at increasing mobility – make sure your mobiles are well integrated with your communications platform • Mobile Lines state updates the Lync client and Attendant client with your current mobile status • Possibility to queue on a busy extension when a call is connected from spoken presence or Attendant

  23. Microsoft Active Directory integration • Simplify administration with Active Directory integration • One or two-way integration • Easy and cost-effective management of personnel changes • Information always accurate and up-to-date • Saves time and resources • Eliminates need to enter data in parallel databases • Creates new users upon installation - provisions the 80/20 database for most effective Lync integration • Automatically updates the Vision 80/20 database • Minimizes error potential • Users can suggest changes through web interface • Built-in verification • Users can review their data in web client • Approved user change requests will update AD • Automatic removal of former employees in Vision 80/20 database • Normalization of extensions and other numbers (see speaker notes)

  24. Microsoft Active Directory integration Changes

  25. AD Integration Verification of changes Users Suggested Changes Administrator Approved changes Microsoft AD Synchronize Vision 80/20

  26. Vision 80/20 Contact Center Note! Requires Linux and SIP

  27. Powerful Statistics with Vision 80/20 Statistics Take control with Vision 80/20 Statistics • Comprehensive statistics on all calls (including Lync calls) , emails and chats • Scheduled automatically generated reports • Customized Reporting • Flexible filtering and grouping • Zoom up and down in data • Visual reports • Pie charts, graphs and bars • Easy export of data (PDF, Excel or CSV-file) • Web based • Flexible assignment of permissions and rights

  28. Available Statistics Reports for Lync

  29. Vision 80/20 Auto Attendant The market’s best Voice controlled operator • Available 24/7 • 20-50% fewer calls to the operator • Four languages: English, Swedish, Norwegian and Danish • Comprehensive statistics Note: Requires SIP-integration (see technical sketch)

  30. UCMA- Lync Standard Edition* (One server) PSTN Lync User Mediation Server* Vision 80/20 Attendant Front End Server* Vision 80/20 Call Server for Windows

  31. UCMA- Lync Enterprise Edition* (Larger environment) PSTN Lync User Microsoft Lync 2010 Mediation Server Vision 80/20 Attendant Vision 80/20 Call Server for Windows Microsoft Lync 2010 Front End Server

  32. UCMA Integration - with Spoken Presence PSTN Lync User Microsoft Lync 2010 Mediation Server Vision 80/20 Attendant SIP required for Spoken Presence Vision 80/20 Call Server for Windows UCMA Microsoft Lync 2010 Front End Server

  33. UCMA Integration - with Auto Attendant PSTN Lync User Microsoft Lync 2010 Mediation Server SIP required for Auto Attendant Vision 80/20 Call Server for Windows Vision 80/20 Auto Attendant Server Microsoft Lync 2010 Front End Server

  34. UCMA Integration - with Spoken Presence and Gateway PSTN SIP Lync User GW SIP Microsoft Lync 2010 Mediation Server Vision 80/20 Attendant SIP required for Spoken Presence SIP Vision 80/20 Call Server for Windows Microsoft Lync 2010 Front End Server

  35. SIP Hybrid Integration - with PBX PSTN PBX SIP Lync User Optional Microsoft Lync 2010 Mediation Server SIP Vision 80/20 Attendant SIP SIP Vision 80/20 Call Server for Linux Microsoft Lync 2010 Front End Server

  36. Packaging Vision 80/20 for Microsoft Lync (UCMA-based Call-handling) - pricelist items

  37. Packaging Vision 80/20 for Microsoft Lync (SIP- based call-handling) - pricelist items

  38. Estimated time of UCMA installation • *Preliminary* for Vision 80/20 • < 500 users 2 days • Presence link for Lync 1 day • AD Link 1,5 day • Calendar link MS Exchange 0,5 days • Statistics 0,5 day • CDR 0,5 day • Spoken presence 0,5day • Attendant Client 1 hour • Preparation for configuration To be defined

  39. Estimated time of Hybrid installation Please consult your sales contact

  40. For system integrators - Vision 80/20 Call Server for Windows Vision 80/20 Server Vision 80/20 server handling presence and calls must belong to the same domain as the Lync Server Requires Windows 2008 R2 12 GB ram Configuration on Lync side is needed and access to the Lync environment is necessary So called Trusted Application endpoints need to be created, one for every queue/number that shall be handled by the system Microsoft Lync 2010 Front End Server pool Microsoft Active Directory Domain controller Vision 80/20 Call-handling and Presence Server

  41. For system integrators - Vision 80/20 Call Server for Linux Vision 80/20 Server Vision 80/20 server handling presence must belong to the same domain as the Lync Server Requires Windows 2008 R2 4 GB ram Vision 80/20 Linux based Call Server is handling the calls Configuration on Lync side is needed and access to the Lync environment is necessary Microsoft Lync 2010 Front End Server pool Microsoft Active Directory Domain controller Vision 80/20 – PAM/ Presence Server Vision 80/20 call-handling Server

  42. For system integrators - Media Gateway Media Gateway Normally used to enable external access for inbound and outbound calls in a Microsoft Lync environment Note that the media gateway is not needed if external calls made by Tala are setup with a specific number set as calling number. The media gateway is used if the Tala application needs to transfer calls to mobile or any other external destination keeping the originating calling number. In these scenarios the gateway is needed See technical design

  43. Language Support Linux and Windows Supported languages: Danish, English, Norwegian and Swedish Finnish (But certain manuals lacking in the Finnish language)

  44. FAQ Spoken presence Linux and Windows Q: How is spoken presence offered? A: With spoken presence that is SIP based in the first release, this requires SIP trunk through the Mediation Server Q: How does the system handle rich presence, no answer and in a call A:Vision 80/20 server monitors the Lync Clients: In a call Lync extension is forwarded to a special destination in Vision 80/20 server No Answer Lync extension is forwarded to a special destination in Vision 80/20 server Active rich presence Lync extension is forwarded to a special destination in Vision 80/20 server

  45. FAQ Spokenpresence - Different callhandling features Q: Can the system function without Media gateway? A: Yes, however the spoken presence will be limited, see slide about Gateway Q: What limitations are there? A: Without the gateway the spoken presence system is not able to transfer calls to external number such as Mobile phones keeping the originating calling number

  46. FAQ Attendant Client - Attendant features Q: Where is the call queued? A: The call is terminated in the Windows server running Vision 80/20 for Microsoft Lync. No PBX queue is used. The call remains in the Lync server but the queue is handled by Vision 80/20 A: In the Call Server for Linux server the call is queued using only SIP Q: What type of attendant phones are supported A: Windows: Lync clients only A: Linux : all phones and Lync client Q: How does the attendant answer calls A: Windows: The Vision 80/20 application answers the calls in attendants local Lync client, open line is not used A: Linux: The Vision 80/20 answers with open line Q: Can attendant handle direct calls to their Lync client? A: Windows: Yes, the system monitors the Lync client state and acts on it A: Linux: Yes, but without monitoring by Vision 80/20, means that calls outside attendant client are not monitored by Vision 80/20 Call Server

  47. FAQ Call handling - Different call handling features Q: Is call forwarding directly to attendant queue supported? A:Yes, with UCMA the Lync clients can forward their extensions directly to Attendant queue. The same is possible for no answer, busy without usage of spoken presence. A: Linux: No, not recommended, attendant looses B-number information for redirected extension Q: Is breaking through forwarded extension supported? A: No, there is no such support, however this will be prioritized. A: Yes with PBX, see functionality matrix Q: Is call intrusion supported (busy extension)? A: No there is no such support. Q: Is calling a person in Lync-status “Do not Disturb (DND)”supported? A: Not in the BETA release. Lync will disconnect calls to Lync extensions in status DND. We will start to develop a solution so we can handle the calls extensions that are set to do not disturb, This will be started in July-August 2012.

  48. FAQ – To think of The need for Gateway Try to offer limited support with the limited number signaling from Spoken Presence. The need for gateway increases the price. Lack of handling the DND There is great issue with the DND on Lync that disconnect the calls, this is why this will be handled during the summer-autumn 2012

  49. FAQ Miscellaneous for Windows Q: Is ICS used as platform A:Yes, the solution is based on ICS and ”Generelltelefonist” for Windows. Q: What about auto attendant? A: Attendant used SIP today and will need a gateway Q: Who handles the gateway? A: The partner provides the gateway, not Visionutveckling. Q: Spoken presence? A: (IVR) Tala is used for spoken presence, not IVR PRO (Vip2000) Q: What about Exchange UM (Voicemail)? A: We will look into this asap, however a schedule is not available today.

  50. FAQ Miscellaneous Q Fall-back? • A: Linux platform handling calls has a fall-back server • A: Windows platform no fall-back Q: Installation package? • A: CS for Windows has a perfect package, one installer for presence, call-handling and PAM • Server 1 • PAM • Presence Services • A: CS for Linux • Server 1 (Linux) • Installation DVD 9.03 • Server 2 (Windows) • PAM • Presence Services Q: Will partners get a new installation package with all functions included or will a new installation package be patched up? • A: New installation package will be patched up

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