EXL402
2
3
Workflow API
VoiceXML 2.x
UCMA Core API
Communications & Collaboration
SIP/SIMPLE
(SIP Stack)
4
SRTP/Codecs
(Media Stacks)
Microsoft.Speech
Server SAPI
(Speech Engines)
Multimodal Communications
Workflow
Dialog
Activities
General
Activities
Call Control
Communications
Event Types
Communications
Exceptions
Error Handling
Call Control
Activities
Instant
Messaging
Audio
Video
Conferencing
Conference
Management
Dialog
Communications
Event Types
Collaboration
Conversation
Call
Extensibility
Presence
Commands
Server Speech API
Contact
Groups
Platform
Signaling
Signaling
5
VoiceXML
Browser
End Point/Connection
Management
SAPI
Common Basic Classes
Microsoft
Speech Recognizer
Microsoft
Speech Synthesizer
Multi-party capable and extensible to add or replace modalities
Workflow
Dialog
Activities
General
Activities
Call Control
Communications
Event Types
Communications
Exceptions
Error Handling
Call Control
Activities
Instant
Messaging
Audio
Video
Conferencing
Conference
Management
Dialog
Communications
Event Types
Collaboration
Conversation
Call
Extensibility
Presence
Commands
Server Speech API
Contact
Groups
Platform
Signaling
Signaling
6
VoiceXML
Browser
End Point/Connection
Management
SAPI
Common Basic Classes
Microsoft
Speech Recognizer
Microsoft
Speech Synthesizer
Multi-party capable and extensible to add or replace modalities
Workflow
Dialog
Activities
General
Activities
Call Control
Communications
Event Types
Communications
Exceptions
Error Handling
Call Control
Activities
Instant
Messaging
Audio
Video
Conferencing
Conference
Management
Dialog
Communications
Event Types
Collaboration
Conversation
Call
Extensibility
Presence
Commands
Server Speech API
Contact
Groups
Platform
Signaling
Signaling
7
VoiceXML
Browser
End Point/Connection
Management
SAPI
Common Basic Classes
Microsoft
Speech Recognizer
Microsoft
Speech Synthesizer
Includes top-class Speech Technology in 26 languages
Workflow
Dialog
Activities
General
Activities
Call Control
Communications
Event Types
Communications
Exceptions
Error Handling
Call Control
Activities
Instant
Messaging
Audio
Video
Conferencing
Conference
Management
Dialog
Communications
Event Types
Collaboration
Conversation
Call
Extensibility
Presence
Commands
Server Speech API
Contact
Groups
Platform
Signaling
Signaling
8
VoiceXML
Browser
End Point/Connection
Management
SAPI
Common Basic Classes
Microsoft
Speech Recognizer
Microsoft
Speech Synthesizer
UCMA 3.0 Goals
Powerful Audio Conferencing & Collaboration DX
9
•
•
•
•
UCMA 3.0 Features
Trusted Conference User model
Audio route management
One-click Conference Scheduling
Meeting control (lobby, PSTN bypass, access
level, global announcements, mute-all)
Presence Object Model
• Higher level abstraction
• Presence Manifest
• Presence Views
Contextual Communications
• Select, launch, & control a Web application
integrated into Lync Conversation Window
Extension.
UCMA 3.0 Goals
Business Voice platform
•
•
•
•
UCMA 3.0 Features
Back-To-Back-User-Agent (B2BUA)
Call Park & Retrieve
DTMF/Speech PIN-based Authentication
Interoperable with most common IP-PBXs and
SIP PSTN Gateways.
Best of breed Voice Quality
• WAN Bandwidth Management
• Platform monitoring for call establishment, midway call control, and audio quality of experience.
• Support for G.722 codec for audio conferencing
Speech-enabled
10
• VoiceXML 2.x Browser
• Automatic Speech Recognition and Speech
Synthesis in 26 Languages
UCMA 3.0 Goals
99.9% Availability
UCMA 3.0 Features
• Registration & SIP Dialog Resiliency
• Draining and Failover
• User Services Availability
Application Server deployment and provisioning
• Scriptable activation through Windows
PowerShell
• Simple Application Provisioning
• UCMA Runtime Deployment
• DNS Load balancing
• Service Discovery
Continuity
• UCMA 2.0 Applications supported against Lync
server
• API Backwards compatibility (UCMA 1.0 and
UCMA 2.0)
11
12
Jennifer, Inventory Manager
(Online)
Device: ERP Web application
SV , Financial Controller
(Online)
Device: Lync
Aida , Financial Controller
(Appears Offline)
Device: Outlook
Contoso
Warehouse
Inventory Chart
Alert System
Alert :Low Inventory
UCMA 3.0
Text To Speech
John, Chief Operating Officer
(DND, Urgent Interruptions Only)
Device: Smartphone
Lync Server 2010
13
Customer
PSTN
Internet
PBX
VoIP Gateway
ACD Server
IVR Server
CTI Server
Lync Server
Server
Call Recording
Server
Web Chat Server
Speech Engines
Agents
14
Back Office
A multi channel platform
Internet
Customer
PSTN
Reporting
Software
Help Desk Solution
Call Recording
Capabilities
Back-end
Integration
Software
Agent Desktop
Integration
Software
ACD
Capabilities
IVR
Capabilities
Music Player
Capabilities
Query/Response Bot
Capabilities
LOB
Software
Match Maker
Software
Unified Communications Managed API
Microsoft Lync Server Infrastructure
Agents
15
Back Office
.
Embed Contextual Communications in Web Sites
1.
Web Chat +
Context
Web Portal
(WCF)
UCMA 3.0
4. Response
2. INVITE
+ Context
3. Response
Lync Server 2010
Contact
Center
16
UCMA 3.0
1
Turn the Lync Platform into a profit Center
Web chat, click-to-call
(external customer)
Windows Live Messenger
Microsoft Lync
18
Front Office
C
u
s
t
o
m
e
r
Back Office
Agent skills
&
availability
Contact
Center
4. Agent w/ matching skills
becomes available
5. Call Dispatch
& Agent
Anonymity
1. Makes call
UCMA 3.0
2. IVR or IM
response
3. Agent
hunting
(Determines
& Music On Hold
required skills)
Lync Server 2010
6. Supervisor silently listens
& whispers
20
Agent
B2BUA
UCMA 3.0
AVMCU
Customer
Expert
SRTP
Expert - sink
Agent - sink
Customer - sink
=
Customer - source
Agent - source
Expert - source
“Who talks to whom?” table
Audio Source is connected
to Audio Sink (i.e. the sink
can hear the source)
Audio Source is not
connected to Audio Sink
(i.e. the sink cannot hear
the source)
SIP
Default
Audio
Routing
Music On Hold
Agent
B2BUA
UCMA 3.0
AVMCU
Customer
Music On Hold - sink
Expert - sink
Agent - sink
Customer - sink
Expert
Customer - source
Audio Source is connected
to Audio Sink (i.e. the sink
can hear the source)
Agent - source
Expert - source
Music On Hold - source
“Who talks to whom?” table
Audio Source is not
connected to Audio Sink
(i.e. the sink cannot hear
the source)
Music On Hold
Trusted Conferencing User
UCMA 3.0
SRTP
SIP
Outgoing Audio Route
Default
mix
Silent Monitor
Agent
B2BUA
UCMA 3.0
AVMCU
Customer
Expert - sink
Supervisor (via TCU) sink
Agent - sink
Customer - sink
Expert
B2BUA & TCU
UCMA 3.0
SRTP
SIP
Incoming Audio Route
Customer - source
Audio Source is connected
to Audio Sink (i.e. the sink
can hear the source)
Agent - source
Expert - source
Supervisor (via TCU) - src
“Who talks to whom?” table
Default
mix
Audio Source is not
connected to Audio Sink
(i.e. the sink cannot hear
the source)
Supervisor
Whisper
Agent
B2BUA
UCMA 3.0
AVMCU
Customer
Expert - sink
Supervisor (via TCU) sink
Agent - sink
Customer - sink
Expert
SRTP
B2BUA & TCU
UCMA 3.0
SIP
Incoming Audio Route
Outgoing Audio Route
Customer - source
Audio Source is connected
to Audio Sink (i.e. the sink
can hear the source)
Agent - source
Expert - source
Supervisor (via TCU) - src
“Who talks to whom?” table
Default
mix
Audio Source is not
connected to Audio Sink
(i.e. the sink cannot hear
the source)
Supervisor
Intervene
Agent
B2BUA
AVMCU
Expert - sink
Supervisor (via TCU) sink
Agent - sink
Customer - sink
Expert
SRTP
B2BUA
Trusted Conferencing
User
SIP
Incoming Audio Route
Customer - source
Outgoing Audio Route
Default
mix
Agent - source
Expert - source
Supervisor (via TCU) - src
“Who talks to whom?” table
Supervisor
Application Pool
App Server 1
App Server 2
DNS load-balanced
Lync Server Management Shell:
New-CsTrustedApplicationPool
New-CSSetCertificate
New-CSTrustedApplication
New-CSTrustedApplicationEndpoint
27
Lync Server 2010
Incoming Call
28
http://msdn.microsoft.com/Lync
http://gotuc.net
http://www.microsoft.com/vhd
29
Microsoft Unified Communications Managed API 3.0 Software Development Kit
http://www.microsoft.com/downloads/en/details.aspx?FamilyID=4493baab-6214-4770-8cf969c813e8a9fa
Microsoft Unified Communications Managed API 3.0 Runtime
http://www.microsoft.com/downloads/en/details.aspx?FamilyID=418cc593-f31e-48be-957cd3c9020c6b01
Microsoft Unified Communications Managed API 3.0 Core SDK Documentation
http://msdn.microsoft.com/en-us/library/gg421023.aspx
UCMA 3.0 REST Sample
http://ucma3restsample.codeplex.com/
Microsoft Lync 2010: Winning in Voice and Video
Four Ways to Leverage the Microsoft Lync 2010 Client APIs
in Your Applications
Microsoft Lync Server Unified Communications Managed API:
Writing Advanced SIP Applications
EXL324 – Top 10 Insights on Development of Microsoft Exchange Server
and Microsoft Lync Server 2010 against Microsoft Office 365
Microsoft Lync 2010: Winning in Voice and Video
Four Ways to Leverage the Microsoft Lync 2010 Client APIs
in Your Applications
Microsoft Lync Server Unified Communications Managed API:
Writing Advanced SIP Applications
EXL324 – Top 10 Insights on Development of Microsoft Exchange Server
and Microsoft Lync Server 2010 against Microsoft Office 365
http://northamerica.msteched.com
www.microsoft.com/teched
www.microsoft.com/learning
http://microsoft.com/technet
http://microsoft.com/msdn
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EXL402: Microsoft Lync Server Unified Communications