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Voice As an Enterprise Application with Microsoft Office Communicator 2007. Renier Grobler GijimaAst. Session Objectives and Agenda. Voice as an Enterprise Application. Person-centric Communications. Different Types of Telephony Integration (RCC/ Simulring /UC). Different Types of Devices .

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voice as an enterprise application with microsoft office communicator 2007

Voice As an Enterprise Application with Microsoft Office Communicator 2007

Renier Grobler

GijimaAst

session objectives and agenda
Session Objectives and Agenda

Voice as an Enterprise Application

Person-centric Communications

Different Types of Telephony Integration (RCC/Simulring/UC)

Different Types of Devices

Microsoft Office Communicator 2007 Feature Overview

Policies/Debuggability

how do you build a communications experience that is worthy of being an enterprise application
How Do You Build a Communications Experience that Is Worthy of Being an Enterprise Application?
  • Between the voice experience and the desktop experience
    • Make the PC a Voice Endpoint
    • “It just works” telephony experience
    • Embrace the familiarity of 100+ years of history, but rethink the experience
    • Integrate with the environment
  • Between productivity and communications applications
    • Presence everywhere in Microsoft Office System
    • Adding context to communications
    • Build on the common experiences
  • Between two-person and multi-person calls
    • Both ad-hoc and scheduled
    • Across all modalities
    • Integration with meeting lifecycle

Break the silos in existing communications solutions:

do what my phone did
Do What My Phone Did…
  • Experience optimized for Voice
      • Lightweight
      • Easy
  • Functionality to meet iWorker’s Voice needs
      • Rich call control
      • Voice mail and message waiting indication
      • Call forwarding settings
and just make it work
And Just Make It Work…
  • Great out-of-the-box experience
    • No need to run a/v tuning wizard
  • NAT, Firewall and Proxy Traversal
    • Media Relays
    • HTTP Tunneling
  • High quality
    • Adaptive codecs
    • Rich video
integrate with pc
Integrate with PC…
  • Work great with PC peripherals
    • USB handsets
    • Headsets
    • Wired and wireless
  • Automatic detection and configuration of devices
    • Redesigned Tuning Wizard
    • Explicit settings for notification device vs. speaker phone vs. handset
using familiar metaphors
Using Familiar Metaphors
  • From other modalities
      • Subject and Importance
  • Reuse existing tools
      • Microsoft Office OneNote for note taking
  • Manage interruptions
      • Rules, redirects
to enable new scenarios
To Enable New Scenarios
  • Multimodal speech applications
  • Integrates A/V sessions with HTML navigation
what is presence
What Is Presence?
  • Presence is the facilitator of person-centric communication
  • Defined as a person’s willingness and ability to communicate at the current time
  • The icon attempts to represent the two dimensions of willingness and availability
  • Mixtures of availability and willingness require a decision on what is the most important thing to show

Available

Away

Inactive

Online

Willing

Busy

Do Not Disturb

rich presence management
Rich Presence Management
  • Contacts can be assigned to appropriate presence level
  • Provides fine-grained control of presence information
custom presence
Custom Presence
  • Enables enterprise specific presence states
  • Enables line-of-business (LOB) presence integration
  • Supported across different languages

<customState ID="1" availability="online">

<activity LCID="1033">

Somewhere around here

</activity>

</customState>

User selects a custom presence state during the course of the day

Others see User’s custom presence state

Admin creates an XML file defining presence that is specific to the corporation

interruption management
Interruption Management
  • Send all communications to voice mail when in DND
  • Allow specific people breakthrough privileges
  • Lightweight notification in presentation mode
  • Suppression of audio notifications based on busy-ness
presence everywhere
Presence Everywhere
  • Presence sprinkled everywhere in Microsoft Office Outlook
  • Microsoft Office SharePoint integration
  • Contextual entry points
adding context to communication
Adding Context to Communication
  • Transitions between e-mail and real-time modalities
  • E-mail Subject carried over to IM and Voice calls
  • Contextual link to e-mail
  • Unified threading model

Conversation started from an e-mail thread thru the persona menu

Contextual information used in conversation window (subject, link to e-mail thread)

consolidated history in outlook
Consolidated History in Outlook
  • Automatic history for all IMs and Calls
  • Custom forms and views in Outlook
  • Missed Call entry point in Office Communicator
onenote integration
OneNote Integration
  • Automatic metadata creation
  • Access to notes from call history
integrated scheduling
Integrated Scheduling
  • Scheduling for both server and service
  • Integrated into the Outlook Ribbon
distribution group integration
Distribution Group Integration
  • Integration with Exchange DGs
  • Ability to add DGs to the contact list
  • Group Actions
voice enable people in web sites
Voice Enable People in Web sites
  • Make your internal Web sites and links clickable
  • Communicator registers as shell handler for the following URLs:
    • Callto:
    • Conf:
    • Im:
    • Sip:
    • Sips:
    • Tel:
  • Typical URLs in a Web page
    • <a href="tel:+1(425)555-0123">tel:(425)555-0123</a>
    • <a href="callto:<sip:bob@microsoft.com> <sip:alice@microsoft.com>">Conference Bob and Alice</a>
device integration
Device Integration

UC Devices and Features

types of telephony integration
Types Of Telephony Integration
  • A user can be configured for RCC, Simulring or UC
    • Remote Call Control – phone features are controlled by PBX
      • Communicator has a control channel with PBX
      • Phone number is owned by PBX
      • PC is not the “phone”
    • Simul-ring – phone features are controlled by PBX
      • Communicator and PBX Phone ring together
      • Phone number is owned by both PBX and OCS
      • User can answer using any, or make calls using any
    • UC – phone features are controlled by OCS
      • Communicator is the Phone
      • Phone number is owned by OCS
      • Communicator publishes “routing rules” to OCS
      • Rich integration with presence and DND
      • More forwarding features – simultaneous ring
types of telephony integration1
Types of Telephony Integration

Signaling

Remote Call Control

Simulring

Standalone Microsoft UC

remote call control
Remote Call Control

Communicatorendpoints

A

OCS Server(s)

PBX

Call Anchored on PBX

PSTN

CSTA Signaling

A

simul ring
Simul-ring

UCendpoints

OCS Server(s)

Mediation

Server

Call forked

Anchored on PBX

PBX

PSTN

Anchored on OCS

microsoft uc
Microsoft UC

UCendpoints

OCS Server(s)

Mediation

Server

PSTN GW

PBX

PSTN

Anchored on OCS

types of telephony integration2
Types of Telephony Integration

Different ways to get telephony integration

types of telephony integration3
Types of Telephony Integration

Different ways to get telephony integration

communicator feature overview
Communicator Feature Overview

Making calls

  • Enter a number in Communicator
    • Search results are shown
    • Number is also provided as an option
  • Click to Call
  • Microsoft Office Outlook
  • SharePoint
  • Web Pages
communicator feature overview1
Communicator Feature Overview

Answering calls

  • Capabilities in Toast
    • Answer
    • Do not disturb
    • Redirect (or Deflect Call)
    • Reply with Instant Message
    • Decline (call sent to voice mail)
  • Lightweight “Mini-Toast” while in presentation mode
    • No personal information is visible, hovering shows detail
communicator feature overview2
Communicator Feature Overview

Subject and importance

  • When calling from an e-mail subject is correlated
  • Add subject in click to call widget
  • Toast displays information
  • Conversation history stores subject and importance (incl. voicemail)
communicator feature overview3
Communicator Feature Overview

Easy call transfers

  • Once in a call, Communicator allows the user to easily transfer to:
      • Personal phone numbers such as a mobile number
      • A contact from Outlook or the Directory
      • Any PSTN telephone number
      • An existing IM or voice conversation (consultative transfer)
  • Consulting with IM can be more efficient than a traditional consultation call
communicator feature overview4
Communicator Feature Overview

Call forwarding features/rules

  • Forward Immediate
  • Forward on No answer
  • Simultaneous Ring
  • Integrate with Exchange Working Hours
communicator feature overview5
Communicator Feature Overview

Forwarding (during work hours)

Number

Person

Voice Mail

Forward Immediate

Incoming Call

Time

OR

Ring

Voice Mail

(default)

Me Only

(default)

Unanswered

Call

Number

Me and My Mobile

(Simultaneous Ring)

Person

communicator feature overview6
Communicator Feature Overview

Forwarding (outside work hours)

Incoming Call

Ring

Unanswered

Call

Me Only

Voice Mail

Time

communicator feature overview7
Communicator Feature Overview

Quick access to forwarding settings

  • Note: The Call Forwarding Settings… provides other capabilities such as time of day or unanswered call forwarding
  • Note: This menu appears very different for a UC enabled user vs an RCC-enabled user
communicator feature overview8
Communicator Feature Overview

Unanswered call forwarding

  • User can set unanswered calls to go to another person (e.g., receptionist) or forward to home
communicator feature overview9
Communicator Feature Overview

Time-based forwarding

  • Checkbox in the Call Forwarding dialog
      • Note: Checkbox is grayed when feature is not available
  • Time-based forwarding uses calendar working hours published by Outlook 2007 and Exchange Server 2007
    • These hours can be changed by one of the following means
      • Change in Outlook 2007,
      • Outlook Web Access (OWA), or
      • Change time zone in Windows machine that has Outlook 2007
communicator feature overview10
Communicator Feature Overview

Do Not Disturb (DND)

  • When the user is set to DND, then the call forwarding rules are not applied and the call is sent to voice mail directly
      • If the caller’s is in the user’s “Team” category, then the call handling rules are still applied

Incoming Call

Voice Mail

Time

communicator feature overview11
Communicator Feature Overview

Conferencing

  • Scheduled conferences from Outlook
    • Click on link at the conference time
  • Start Conference from Communicator
  • Add another party to two party call
    • Drag and drop people from buddy list into existing conversation
    • Select using “INVITE”
    • Note: All modes (IM, AV) are escalated to a conference
    • Tip: you can also drag and drop Outlook recipients
communicator feature overview12
Communicator Feature Overview

Conferencing

  • Start conferencing from Communicator
    • Conferencing by multi-selecting people
    • Selecting Groups or Distribution Groups in UI
    • Note: user can start conference from alternate PSTN phone or join conference from an alternate device to support mobile users
communicator feature overview13
Communicator Feature Overview

Voice mail

  • Call Voicemail from Phone menu
  • Notification
  • Systray experience

Blink (voice mails)

Hover

communicator feature overview14
Communicator Feature Overview

Voice mails in Outlook

  • Communicator opens Outlook 2003/2007 when the user clicks on voice mail notification
policies
Policies

Just a few interesting ones

  • MaxAllowedVideoSendSize/MaxAllowedVideoReceiveSize (media hive)
    • Use this policy to enable VGA video send/receive
  • DisableHandsetOnLockedMachine
    • Use this policy to prevent others from pick up calls when the PC is locked
  • LocationProfile
    • Use this to customize the location if you want to have more than 1 location in the same pool
  • EnableAppearOffline
    • If your organization feels the need to appear offline in presence
  • PC2PCAvEncryption
    • Default setting: optional encryption if both sides support it. You can force SRTP ON using this.
debuggability
Debuggability

Troubleshooting tips

  • Enable logs from Tools->Options->General
    • Enables Communicator (*.etl), UCCP (*.uccplog), Media Tracing (*.log in lccmedia directory)
    • For Windows Vista, user needs to be part of “Performance Log Users” local group to control Communicator tracing
  • Trace files in %userprofile%\tracing
debuggability1
Debuggability

Troubleshooting tips

  • Use Snooper tool that ships part of OCS reskit to read the .uccplog file
  • Tip: look for ms-diagnostics or ms-client-diagnostics in SIP responses
  • Tip: look for SIP 101 Progress Report or SIP 101 Diagnostics in UCCP Logs (communicator*.uccplog file)

05/28/2007|21:32:01.875 810:85C INFO :: SIP/2.0 101 Progress Report

……

CSeq: 1 INVITE

ms-diagnostics: 13007;reason="Request was proxied to an application.";source="RED-LSCSE-01.exchange.corp.microsoft.com";appName="InboundRouting";targetApp="voicemail"

Server: APP/InboundRouting3.0.0.0

resources
Resources

OCS Tech Center

http://technet.microsoft.com/en-us/office/bb267356.aspx

Technical Communities, Webcasts, Blogs, Chats & User Groups

http://www.microsoft.com/communities/default.mspx

Microsoft Learning and Certification

http://www.microsoft.com/learning/default.mspx

Microsoft Developer Network (MSDN) & TechNet

http://microsoft.com/msdn

http://microsoft.com/technet

Trial Software and Virtual Labs

http://www.microsoft.com/technet/downloads/trials/default.mspx

slide54

Thank you

http://www.microsoft.com/southafrica/ucs/2007