Chris Mayo UC Technical Evangelist Microsoft Jon Rauschenberger Chief Technology Officer Clarity Consulting UNC201 Albert Kooiman Senior Product Manager Microsoft

Old Telecommunications World Many heterogeneous, proprietary systems Voice Mail Audio Conference Web Conference Instant Messaging Enterprise Telephony Video Conference Many “islands” of communications Closely tied to hardware Hard to integrate Multitude of clients No or limited public APIs Hard to customize Hard to extend Requiring specialized resources For development For maintenance

Microsoft Unified Communications Increased productivity through communications convergence Application Sharing Web Conferencing Enterprise Telephony Instant Messaging Calendaring Voice Mail Audio / Video Conferencing Contact Management InboxPresence

Enterprise grade Extensible software foundation The Microsoft UC Platform Software-powered unified communications and Unified Messaging and Unified Messaging Instant Messaging Instant Messaging Enterprise Telephony Enterprise Telephony Conferencing Software Platform Unified User Experience Common Management Efficient application creation Productivity-enhancing applications

Enable integration of collaborative experiences in software Contextual Collaboration Business Process Communications Anywhere Information Access Unified Communications Platform Capabilities

Increase productivity by communicating with context from within any desktop application Cut down the human latency in business processes Provide remote access to information via the telephone or communicator client High Level Benefits Of collaborative experiences in software

Unified Communications in Retail Chris Mayo UC Technical Evangelist Microsoft

Person-to-Person Communications Communicate with context from within any desktop application Contextual Collaboration Business Process Communications Anywhere Information Access

Contextual Collaboration What can you do with this? Build “Enhanced Presence” into any application Enable the context sensitive contact lists Embed real-time availability status information Power up “Click to Communicate” Enable the use of Enhanced Presence to determine the best way to communicate Display communications context in LOB applications Display PIM information from Exchange directly inside your application Build Calendaring solutions based on Exchange Provide context within the conversation UC Platform Capabilities Contextual Collaboration Contextual Collaboration Business Process Communications Anywhere Information Access

Windows Vista Gadget GadgetVoice Mail Notification Setup

TECHNICAL SYNERGY GE radiology information system/picture archive Contextual collaboration for radiologists Integrated MS UC: Presence IM VoIP Image Sharing Critcal time savings GE Healthcare

GE Picture Archival and Retrieval System

Context Sensitive Contact List

Click to Communicate

Transfer Context With Conversation

Built in Voice-Over-IP Telephony

Built in Data Sharing/Conferencing

Solution An OCS based Security Kiosk allows employees and visitors access to buildings using a self service touch screen while meeting Global Crossing’s stringent security policies. The kiosk is integrated with IM, audio, and video for visitor sign-in and employee “paging”. This custom designed kiosk enables visitors to reach out to specific employees within a building who have the option to answer visitor request and grant them access.

Agent Communications Panel for CRM 4.0 Agent initiates internal consultation request.

Agent Communications Panel for CRM 4.0

Solution “Exact Business Community” is a social networking business product enabled with Microsoft OCS (IM and presence) for real-time collaboration between people in different organizations for intelligent decisions faster.

Solution An intelligent, real-time, click-to-chat solution powered by rich presence, a bot front-end, and chat routing based on custom business rules.

Contextual Collaboration Advanced Capabilities Enhance presence Customize presence Build task-tailored collaboration clients Build your own user-interface and behavior UC Platform Capabilities Contextual Collaboration Contextual Collaboration Business Process Communications Anywhere Information Access

3DLive Communications integrated into CAD/CAM application

Contact List 3DLive

Chat Window 3DLive

Customers can pass CAD/CAM data and collaborate on the spot.

Machine to Person Communications Cut down the human latency in business processes Contextual Collaboration Business Process Communications Anywhere Information Access

Basic capabilities High volume outbound notifications and alerts Via , the IM client (OC, CWA, CoMo) or phone Outbound automated agents via chat or the phone Outbound task dispatching Outbound surveys via chat or the phone Role Agents Query Presence to find the right person at the right time Business Process Communications What can you do with this? Platform Capabilities Contextual Collaboration Business Process Communications Anywhere Information Access

Scheduling Bot

Interactive bot used to collect and display information about servers, helpdesk tickets, and general IT health. Notification / Alerts bot delivers critical information to users via IM notifications.

Solution Internal helpdesk team presence serviced by a bot and intelligent agent-customer match-up.

About Wonderware: Leader in Microsoft-based solutions for manufacturing and industrial applications 100,000+ sites (1/3 of world’s plants) UC Solution: Embedding real-time collaboration into the user experience Business Value: Reduced response time to incidents, presence and automated alerts to find people instantly

Solution Communication control mechanism embedded in the InTouch application. A workstation operator can use this to contact other people for help resolving problems on the factory floor. Features include: Presence IM Alerts Interactive bot Expert finder Desktop sharing

Solution As shown here, a hardware device triggered alert which passes critical information to a team based on business rules via IM.

Solution As shown here, a IM exchange among employees and a BOT inside a desktop sharing session.

Solution KRIMA Alerting solution with broadcast IM, call to PSTN/mobile phones, Text-to-Speech, authentication, and more. Click to play.

Solution This custom application streamlines communications between the front lane personnel (cashiers) and the front lane supervisors. Application allows a cashier to silently send a request for assistance (price check, check for in stock, request for additional change, etc.) to the to the supervisor by depressing a series of keys on POS register. A Large National Retailer

Solution A powerful Microsoft UC Communications plug-in that enables presence, IM, audio, video, expert-finder, and collaboration inside Schlumberger’s Ocean based applications such as Petrel.

Solution Components include the ability to find experts based on location and expertise, file- sharing, view-sharing, video and additional collaboration functionalities. This functionality is built directly into Schlumberger’s applications that employ their Ocean developer platform.

Clarity Connect - A Cloud-based ACD Jon Rauschenberger Chief Technology Officer Clarity Consulting

Clarity Connect Core Capability Set Presence Powered Who is available How can we communicate with them Real-time Connect callers with experts while they wait Supports voice, IM and Expert Finder You define the experts and we find them Intelligent resource allocation

Broad Applicability Call Center Sales Force Support Virtual Associate Support Desk

Software plus Service Software: Unified Communications Products Microsoft Office Communications Server plus Microsoft Exchange Server Deployed at the customer’s premises Manages all voice, and IM communications Service: Clarity Connect Hosted Service Fully hosted customer interaction management platform Integrates with software running at the client via Federation Clarity Connect Service increases the value of the Microsoft’s UC products

Customer Premises Solution Overview Clarity Operated Datacenter Telco Inbound 800 Outbound platform initiated Telco Inbound 800 Outbound platform initiated Inbound Call Routing Platform Call Workflow Engine Customer Specific Workflow(s) Metrics Config Web-Based Access Monitoring/Management Microsoft UC Products CSRs Staff Order/Inventory Mgmt Federation Telco Inbound DID Outbound employee initiated Telco Inbound DID Outbound employee initiated CRM/SFA /IM

Clarity Connect - A Cloud-based ACD Jon Rauschenberger Chief Technology Officer Clarity Consulting

Automatic Call Distributors Skill based Routing Multiparty Calls Supervision Conferencing Service Build Portals, Conference Concierge/Access Control Call Recording Custom Client Gateways Third party clients, like mobile, radio Business Process Communications Advanced Capabilities Platform Capabilities Contextual Collaboration Business Process Communications Anywhere Information Access

Add Live-PA Control Live-PA Assistant Solution An innovative Microsoft UC Communications plug-in that enables audio recording of conversations upon request of a participant in a call. A bot is invited to a conference call and from that moment onwards will record all being said in the call. Initiate Call

Before call starts In call Ludvik Mobile Olram Olram sees that Ludvik is in a mobile call Solution Provides presences state information to OCS based on mobile phone use, regardless of the phone make or model. This is critical in Europe where often times, employee’s primary phone is their cell phone. 164 MM mobile service subscriber base.

WAVE and Office Communicator twistedpair solutions

Audio activity Record audio Pause/Play Configurable audio buffer Adjustable audio timeline Integrated help twistedpair solutions

Person to Machine Communications Provide access to information via the telephone or communicator client Contextual Collaboration Business Process Communications Anywhere Information Access

Basic capabilities Build query-response Bots Build IM or speech driven self-service applications Build interactive voice response applications for telephone access Build touch tone or speech driven information or self-service IVR applications Anywhere Information Access What can you do with this? UC Platform Capabilities Contextual Collaboration Business Process Communications Anywhere Information Access

Response Bot in Managed Code

Solution M-Bot – a bot application that hooks into Global Crossing’s Provisioning Application (EON) and gives the end user the capability of querying the EON data store of details on circuits, their current status, open tickets, etc. This bot is especially useful for Sales and Sales Engineering teams that are continuously traveling to customer locations as they can add this bot vial Communicator Mobile and retrieve data on customer circuit orders in seconds from their mobile devices.

Speech Server (2007) IVR Applications Inbound Voice portals Information services Outbound Message playing systems Interactive surveys

Expert capabilities Build your own IVR platform Build speech platforms MRCP server using Microsoft’s speech engines Anywhere Information Access Expert capabilities UC Platform Capabilities Contextual Collaboration Business Process Communications Anywhere Information Access

MRCP 2.0 for Microsoft Speech Engines Solution Aumtech has built an MRCP 2.0 Connector to Microsoft’s Telephony Speech Engines (ASR + TTS) that can interface with IVR platforms like Cisco, Genesys, etc. LanguageCountry/RegionSpeech Server (2007) ASRSpeech Server (2007) TTSOCS 2007 R2 ASROCS 2007 R2 TTSOCS “14” Chinese (Mandarin)China Available (RealSpeak 4.0)AvailableAvailable (MS)Planned Chinese (Traditional)Taiwan, Singapore Available (RealSpeak 4.0)AvailableAvailable (MS)Planned EnglishUnited KingdomAvailableAvailable (RealSpeak 4.0)AvailableAvailable (MS)Planned EnglishUnited StatesAvailableAvailable (RealSpeak 4.0)AvailableAvailable (MS)Planned FrenchCanadaAvailableAvailable (RealSpeak 4.0)AvailableAvailable (MS)Planned FrenchFrance Available (RealSpeak 4.0)AvailableAvailable (MS)Planned GermanGermanyAvailableAvailable (RealSpeak 4.0)AvailableAvailable (MS)Planned ItalianItaly Available (RealSpeak 4.0)AvailableAvailable (MS)Planned JapaneseJapan Available (RealSpeak 4.0)AvailableAvailable (MS)Planned KoreanKorea Available (RealSpeak 4.0)AvailableAvailable (MS)Planned PortugueseBrazilBetaAvailable (RealSpeak 4.0)AvailableAvailable (MS)Planned SpanishAmericas Available (RealSpeak 4.0)AvailableAvailable (MS)Planned SpanishSpain Available (RealSpeak 4.0) Planned PortuguesePortugal BetaOn request Planned EnglishAustralia Available (RealSpeak 4.0) Planned

R2 Unified Communications Platform OCS 2007 Speech Server Office Communications Server 2007 R2 Office Communications Server 2007 Communicator Web Access Server Exchange 2007 Client Access Server Contextual CollaborationBusiness Process Communication Anywhere Information Access Client Middle-tier Unified Communications AJAX Service Unified Communications Managed API 2.0 Unified Communications AJAX Service Your Application Speech Server Managed API Windows Workflow Activities & VoiceXML Your Application AJAX code samples UC Workflow API UC Workflow Activities Your Application Windows Server Office Communicator 2007 R2 Unified Communications Client API Your Application Presence Controls Communicator Automation API Your Extensions Your Application Exchange Web Services Your Application Exchange Web Services Managed API

R2 Unified Communications Platform OCS 2007 Speech Server Office Communications Server 2007 R2 Office Communications Server 2007 Communicator Web Access Server Exchange 2007 Client Access Server Contextual CollaborationBusiness Process Communication Anywhere Information Access Client Middle-tier Unified Communications AJAX Service Unified Communications Managed API 2.0 Unified Communications AJAX Service Your Application Speech Server Managed API Windows Workflow Activities & VoiceXML Your Application AJAX code samples UC Workflow API UC Workflow Activities Your Application Windows Server Office Communicator 2007 R2 Unified Communications Client API Your Application Presence Controls Communicator Automation API Your Extensions Your Application Exchange Web Services Your Application Exchange Web Services Managed API Session UNC-325 Session UNC-322 Session UNC-324 Session UNC-401 Session UNC-301

GotUC.net Developer Sandbox Microsoft UC setup Microsoft Office Communications Server 2007 R2 Microsoft Exchange Server 2010 Two User Accounts Personal Account Personal Bot Account Forums Staffed by the UC Developer Community

Resources Visit the Microsoft Unified Communications Developer Portal Visit the Microsoft Unified Communications Developer Portal Visit the Microsoft Office Communications Developer Portal Visit the Microsoft Office Communications Developer Portal Visit the Microsoft Exchange Developer Center Visit the Microsoft Exchange Developer Center Join the UC Developer Community and Sign-up for the Dev Sandbox! Join the UC Developer Community and Sign-up for the Dev Sandbox! Download the Exchange 2010 EWS Managed API 1.0 Exchange Web Services Managed API 1.0 Exchange Web Services Managed API 1.0 Download the Exchange 2010 EWS Managed API 1.0 Exchange Web Services Managed API 1.0 Exchange Web Services Managed API 1.0

Get the Book! Intro to UC Overview of all UC APIs OC Automation API Embedding Contextual Collab UCMA Workflow API Building a UC-enabled WF App UCMA Core API Publishing Custom Presence Setup of OCS Environment Debugging UC Applications

Get the EWS Managed API Download! EWS Managed API 1.0 Download Get the Book! EWS Basics Things in the Mailbox Searching Synchronization & Notifications Advanced Topics

Resources UNC201 - Lap around Release 2 of the Microsoft Unified Communications Platform UNC301 - Adding Communication to Your Applications with Microsoft Office Communicator 2007 R2 UNC322 - Building Communication Services with the UC Managed API 2.0 and Microsoft Office Communications Server 2007 R2 UNC Windows Workflows Activities That Talk and IM with Microsoft Office Communications Server 2007 R2 with Microsoft Office Communications Server 2007 R2 UNC324 - What's New in Exchange Web Services in Microsoft Exchange Server 2010 UNC401 - UNC401 - Building Rich Calendaring Experiences with Exchange Web Services

Call to Action Learn More! Related Content at TechEd on “Related Content” Slide Attend in-person or consume post-event at TechEd Online Check out online learning/training resources Try It Out! Download the Exchange Server 2010 Beta Evaluation Get a 5-Day Trial of Office Communications Server 2007 R2

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© 2009 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. Required Slide