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EXL402. Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications . Stephane Taine Sr. Program Manager Lead Microsoft Corporation. Albert Kooiman Sr. Product Manager Microsoft Corporation. Agenda. UCMA 3.0 – Introduction and what is new

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microsoft lync server unified communications managed api writing advanced sip applications
EXL402

Microsoft Lync Server Unified Communications Managed API: Writing Advanced SIP Applications

Stephane Taine

Sr. Program Manager Lead

Microsoft Corporation

Albert Kooiman

Sr. Product Manager

Microsoft Corporation

agenda
Agenda
  • UCMA 3.0 – Introduction and what is new
  • What can you do with UCMA 3.0?
  • Deep Dive in Audio Routes and Scaling UCMA applications
  • Key Take-Aways, Q&A and Resources

2

uc managed api 3 0 in a nutshell
.NET API

Familiar .NET Developer Experience (requires .NET 3.5 sp1)

Scenario-based Communication and Collaboration API (intuitive concepts)

Multi-threaded, highly scalable, and resilient

Zero-Royalty Redistribution Licensing Model for Applications

Free SIP stack

Free State-of-the-Art Speech Recognition and Speech Synthesis

Open and Extensible

Interoperates with SIP PSTN Gateways and IP-PBXs for Telephony

VoiceXML 2.x browser

Broadly Adopted by Microsoft and Partners

Microsoft Lync Server (RGS, Conference Dial-In, Application Sharing MCU, etc)

Microsoft Exchange 2010 SP1 Unified Messaging & Outlook Web Access

Hundreds of applications & federated services

UC Managed API 3.0 in a nutshell

3

uc managed api 3 0 sdk
UC Managed API 3.0 SDK

Workflow API

VoiceXML2.x

UCMA Core API

Communications & Collaboration

Microsoft.Speech

SIP/SIMPLE(SIP Stack)

SRTP/Codecs

(Media Stacks)

Server SAPI(Speech Engines)

4

uc managed api 3 0 communications
UC Managed API 3.0 – Communications
  • Call Management
    • Basic Call establishment, transfer, redirect, decline, hold APIs
  • Instant Messaging
    • With Lync
    • 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

5

uc managed api 3 0 communications6
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

6

uc managed api 3 0 collaboration
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

7

uc managed api 3 0 speech
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

8

what can you do with ucma 3 0
What can you do with UCMA 3.0?
  • Alerts & Notifications
  • Enable Lync from any device, any platform
  • Enable Customer Care using the Lync Platform
  • Enable Expert Search

12

alerts notifications platform
Alerts & Notifications Platform

Jennifer, Inventory Manager (Online)

Device: ERP Web application

SV , Financial Controller (Online)

Device: Lync

Aida , Financial Controller (Appears Offline)

Device: Outlook

Contoso

Warehouse

IM

IM

Inventory Chart

Email

Alert System

UCMA 3.0

Alert :Low Inventory

Text To Speech

John, Chief Operating Officer (DND, Urgent Interruptions Only)

Device: Smartphone

Lync Server 2010

13

traditional contact center topology
Traditional Contact Center Topology

Customer

PSTN

Internet

CTI Server

PBX

VoIP Gateway

Lync Server Server

ACD Server

Call Recording Server

Web Chat Server

IVR Server

Speech Engines

Agents

Back Office

14

ucma a customer care platform for partners
A multi channel platformUCMA – A Customer Care 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

15

web chat click to call

.

Web Chat, Click-to-Call
  • Embed Contextual Communications in Web Sites

Web Portal

(WCF)

UCMA 3.0

Web Chat + Context

4. Response

2. INVITE

+ Context

3. Response

Lync Server 2010

Contact Center

UCMA 3.0

16

customer care platform
Customer Care Platform

Microsoft Lync

4. Agent w/ matching skills becomes available

  • Turn the Lync Platform into a profit Center

Front Office

Back Office

Agent skills &

availability

5. Call Dispatch

& Agent

Anonymity

C

ustomer

Contact Center

UCMA 3.0

Windows Live Messenger

1. Makes call

2. IVR or IM response

(Determines required skills)

6. Supervisor silently listens & whispers

3. Agent hunting

& Music On Hold

Web chat, click-to-call

(external customer)

Lync Server 2010

18

customer care demo

Customer Care Demo

Agent and Supervisor Experience

demo

customer care key features
Customer Care: Key Features
  • Back-To-Back User agent
    • Anonymization
    • Click to communicate
    • Supervisor silent monitoring
  • Speech Technology (ASR, TTS)
  • WMA multicast player
  • Scalable Presence View
    • Agent availability
  • Conversation
    • IM escalation to conferencing
    • Multi-channel
  • Trusted Conferencing User &Audio Route Management
      • Silent monitoring
      • Whispering
      • Intervening

20

slide27

Application Pool

App Server 1

App Server 2

App 1

App 1

AppEp1

AppEp1

UCMA 3.0

UCMA 3.0

App 2

App 2

DNS load-balanced

Lync Server Management Shell:

New-CSTrustedApplication

Lync Server Management Shell:

New-CSTrustedApplicationEndpoint

Lync Server Management Shell:

New-CsTrustedApplicationPool

New-CSSetCertificate

Lync Server 2010

Incoming Call

27

key take aways
Key Take-Aways
  • The UC Managed API enables advanced communications scenarios
  • The UC Managed API is a powerful API for reach scenarios

28

get started with unified communications
UC Developer Portals

http://msdn.microsoft.com/Lync

Sign-up for http://gotuc.net - a UC Developer Sandbox

Download the UCMA 3.0 SDK

Download the samples from MSDN

Visit CodePlex, MSDN Code Gallery

Download the Virtual Test Drive – http://www.microsoft.com/vhd

Get Started with Unified Communications!

29

related content
Related Content
  • EXL201 – Microsoft Lync 2010: Winning in Voice and Video
  • EXL303 – Four Ways to Leverage the Microsoft Lync 2010 Client APIs in Your Applications
  • EXL402 – 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

related content33
Related Content
  • EXL201 – Microsoft Lync 2010: Winning in Voice and Video
  • EXL303 – Four Ways to Leverage the Microsoft Lync 2010 Client APIs in Your Applications
  • EXL402 – 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

resources
Resources
  • Connect. Share. Discuss.

http://northamerica.msteched.com

Learning

  • Sessions On-Demand & Community
  • Microsoft Certification & Training Resources

www.microsoft.com/teched

www.microsoft.com/learning

  • Resources for IT Professionals
  • Resources for Developers

http://microsoft.com/technet

http://microsoft.com/msdn

slide37

© 2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.