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

Partner

Release Note

Vision 80/20 for

2012-11-09

Contents

• 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!

• Technical drawings

• Packaging

• Estimated time of installation

• Technical details for System Integrators

• Language support

• FAQ

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)

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

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)

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

Why SIP (Linux) Integration?

• 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

Background and market potential

Vision 80/20 for Lync - Value Added

Vision 80/20 for PBX with Presence Link for Lync

Vision 80/20 with Lync (Windows or Linux)

LyncPresence

CollaborationPBX

PBXLync

PBX, PresenceCollaboration

Vision 80/20

Vision 80/20

LyncPBX, PresenceCollaboration

Vision 80/20

Vision 80/20 Hybrid with Lync (Linux)

* Requires Mobile Network API licenses. Several suppliers supported

Auto Attendant

Calendar IntegrationAD-LinkStatisticsContact

Center

Line state and Mobile LineState*

Spoken Presence

and VoiceMail

Attendant Client

Presence and

Availability

Vision 80/20 Presence Services(Mobile Network Integration)

LyncPresence

CollaborationVision 80/20

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

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

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 PAMAn 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.

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.

Vision 80/20 Calendar Integration

A calendar integration

changes the status to “in a

meeting” and Vision 80/20

forwards the extension.

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

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

PSTN

The queue in Vision 80/20 Call Server

Vision 80/20Call Server

Queue

System Administrator

System Administrator

Vision 80/20 Attendant

Vision 80/20 queue - possibilities

Vision 80/20 Call Server

Another queue

External number

Welcome messages and estimated waiting time

Music on hold (only Windows)

Recording (only Linux)

Overflows:

Queue

Queue options:

Emergency Message (only Linux)

Callback and Scheduled Call-back (only Linux)

Ringtones and Position in queue

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

Lync Call Forwarding - without Spoken Presence

To voicemail

To attendant

Incoming Call

Voicemail

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

Lync Call Forwarding - with Spoken Presence

Vision 80/20

Voicemail

Attendant

Incoming Call

Option 1 Voicemail

Option 2 Attendant

QueueOption 3 Personal

queue

Busy

ext

ensi

on

”The person you have called is busy. Please press 0 to wait or press 9 for Operator”

Vision 80/20 Line state An important part of Presence

Users

Vision 80/20

PBX Mobile Operator


Mobile Line state

Fixed and Mobile Line state

Line state

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

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)

Microsoft Active Directory integration

Changes

AD Integration Verification of changes

Vision 80/20

Microsoft AD

Synchronize

SuggestedChanges

Approved changes

Users

Administrator

Vision 80/20 Contact Center

Easy-to-use web based

Contact Center for efficient customer service

Independent of telephone,

PBX and geography

Easy to administrate

1 day adm. training 1,5 h user training

Mobile calls, Fixed calls, Lync calls,

Chats, Email and SMS

Secure and stable

Powerful Statistics

More than 200 satisfied

customers

Note! Requires Linux and SIP

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

Available Statistics Reports for Lync

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)

UCMA - Lync Standard Edition*(One server)

PSTN

Front End Server*

Mediation Server*


Lync User


for Windows

UCMA - Lync Enterprise Edition*(Larger environment)

PSTN


Lync User


for Windows

Microsoft Lync 2010 Front End Server

Microsoft Lync 2010 Mediation Server

UCMA Integration - with Spoken Presence

PSTN


Lync User


for Windows



SIP required for Spoken Presence

UCMA

UCMA Integration - with Auto Attendant

PSTN

Lync User


for Windows



Vision 80/20Auto Attendant

Server

SIP required for Auto Attendant

UCMA Integration - with Spoken Presence and Gateway

PSTN


Lync User


for Windows



SIP

SIP

SIP

GW

SIP required for Spoken Presence

SIP Hybrid Integration - with PBX

PSTN


Lync User


for Linux



SIP

PBX

SIP

SIP

SIP

Optional

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

Mandatory items

• Vision 80/20 Server

• Vision 80/20 Call Server for Windows

• Vision 80/20 Manager

• Vision 80/20 Presence Link for Lync

• Vision 80/20 PBX Link for Lync

Recommended options

• Vision 80/20 Spoken Presence

• Vision 80/20 Calendar Link Vision

80/20 AD Link

• Vision 80/20 Voice mail


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

Mandatory items

• Vision 80/20 Server

• Vision 80/20 Call Server for Linux

• Vision 80/20 Manager

• Vision 80/20 Presence Link for Lync

• Vision 80/20 PBX Link for Lync

• SIP Channels

• Queue licenses

Recommended options

• Vision 80/20 Spoken Presence

• Vision 80/20 Calendar Link

• Vision 80/20 AD Link

• Vision 80/20 Voice mail


• Vision 8020 Contact Center

• Vision 8020 Auto Attendant

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

Estimated time of Hybrid installation

Please consult your sales contact

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

Vision 80/20Call-handling and Presence Server

Microsoft Active Directory Domain controller

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

Vision 80/20 call-handling Server

Microsoft Active Directory Domain controller Vision 80/20 – PAM/

Presence Server

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

Language Support Linux and Windows

Supported languages:

• Danish, English, Norwegian and Swedish

• Finnish (But certain manuals lacking in the Finnish language)

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 callA: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


• Active rich presence


FAQ Spoken presence - 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

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 supportedA: Windows: Lync clients onlyA: Linux : all phones and Lync client

Q: How does the attendant answer callsA: Windows: The Vision 80/20 application answers the calls in attendants local

Lync client, open line is not usedA: 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 itA: Linux: Yes, but without monitoring by Vision 80/20, means that calls outside

attendant client are not monitored by Vision 80/20 Call Server

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.

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

FAQ Miscellaneous for Windows

Q: Is ICS used as platformA:Yes, the solution is based on ICS and ”Generell telefonist” 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.

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

FAQ Miscellaneous

Documents

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