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CEBP Development with Microsoft Lync
Thomas Kisner
Unified Communications Architect at BNSF Railway Board Member, DFW Unified Communications User Group
◦ Meets 4th Thursday of Every Month at 6:00PM at Microsoft Campus◦ http://dfwucug.org
◦ http://TheLync.net - blog
@twkisner on Twitter
Brief Intro
CONTACT CENTER CUSTOM APPLICATIONS
WORKFLOW & LOB INTERGRATIONEMBEDDING PRESENCE
SINGLE SET OF APIs AND TOOLS
SINGLE PLATFORM
Lync is an Extensible Platform for Developers
INDUSTRY STANDARDS
SIP/SIMPLE, XMPP, VoiceXML
Communications-Enabled Business Processes
Business Process Communications
Notifications
Outbound
Expert Finders
Anywhere Information Access
Web Chat
Query-Response Bots
Interactive Voice Response
humanmachine
tomachinehuman
to
Contextual Collaboration
Enhanced Presence
Click to Communicate
Communications with Context
human human
to
Client Apps Server Apps
Lync 2010 Client SDK
Add value to the Lync user experience
1) Integrate Lync into 3rd party applications
2) Send context from 3rd party applications to Lync
3) Extend the Lync conversation window
4) Customize by building your own UI
Send Context from 3rd Party Applications
Invite w/ Context:• AppID• App Data• URL/Exe
Two-way app data
Customize: Build Your Own UI
Fully custom Kiosk-type Lync application • Lync is running on
the machine w/out UI
• Registry key set to UI suppression
• App has access to API
• App provides all the UI
Demo
Communications-Enabled Applications – An Example
Contact list and search
Presence and contact cardPresence
variation
Custom contact list
Contact card
UC Managed API 3.0Rich and easy to use multi-layered .NET API for Communications
10
IncludesA SIP stackMedia controlSpeech technology
Rich APIEasy to useMulti-layered
Communications Server Infrastructure
UCMAServer Speech API
SIP/SIMPLE(‘S4’ SIP Stack)
SRTP/Codecs(Media Stacks)
Server SAPI(Speech Engines)
UCMA Core API
Communications and Collaboration Microsoft.Speech
UCMA Workflow API
VoiceXML
11
Rich and easy to use multi-layered .NET API for CommunicationsUC Managed API 3.0
Platform
Signaling
Communications
Instant Messaging
AudioVideo
Conferencing Conference Management
ConversationCall
Extensibility
Collaboration
Presence Contact Groups
Workflow
Call ControlActivities
DialogActivities
GeneralActivities
Call ControlCommunications
Event Types
DialogCommunications
Event Types
Commands
Err
or
Han
dlin
g
Excep
tion
s
VoiceXMLBrowser
MicrosoftSpeech Recognizer
MicrosoftSpeech Synthesizer
SAPI
Server Speech API
Signaling End Point/ConnectionManagement
Common Basic Classes
Lync Server Infrastructure
Microsoft Speech Platform
IncludesA SIP stackMedia controlSpeech technology
Rich APIEasy to useMulti-layered
What can you do with UCMA (Server-Side)Alerts and notifications systems
Multi-channel
Self ServiceQuery/Response BOTsInteractive Voice Response
Contact Center / HelpdeskMulti channel ACDPresence awareExpert FinderSupervisor functions, such as listen in, whisperRecording
Conferencing Portals
Reach gateways Silverlight (Web and Mobile)Single Number Reach/Click to Call
Be responsive to changing conditions
Enable multi-channel Self ServiceIncludes Microsoft Speech Technology
Turn UC infrastructure into a profit centerInbound & outbound Contact CentersMulti-channel Presence aware
skill-based routingLeverage a company’s internal expertise
Build your own conferencing experience
Collaborate from anywhereFrom any web browser, click-to-communicateFrom any mobile or PSTN phone (Mobile Voice Companion)
12
UC Managed API 3.0 - Communications
Call Management◦ Basic Call establishment, transfer, forward, decline, hold APIs
Instant Messaging◦ With Communicator◦ 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
13
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 modality
or replace built-in implementationof an already existing modality
Multi-party capable and extensible to add or replace modalities
14
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
15
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 2.1 compliant
Support for 26 Languages◦ For Command & Control
Includes top-class Speech Technology in 26 languages
16
Custom IVRs in Lync are built on the development platform capabilities of Lync
Lync-based IVRs can take advantage of the entire Lync API set◦ Presence◦ Voice◦ IM/Conferencing◦ More..
Development is done inside Microsoft Visual Studio
Lync Development – Creating IVRs
Building an IVR in UCMA WorkflowHow to build one
Within Visual Studio add communications activities
- Answer Call - Place call - Check presence - Get a speech or DTMF response - Transfer calls The workflow engine is built on Microsoft Windows Workflow, so any database or logic operations within that toolset (and there are many) can be used in building an IVR
Visual Studio IVR ScreenshotDrag and Drop logic with code extensions
Questions?
Thank you!
Remember to check out dfwucug.org !