Beyond Windows 2000 Telephony Noel Anderson Development Lead Windows Real Time Communications Microsoft Corporation

Agenda TAPI Scenarios TAPI Scenarios TAPI 3.0 Overview TAPI 3.0 Overview TAPI 3.1 Overview and Features TAPI 3.1 Overview and Features New Terminals Overview New Terminals Overview IP Telephony Improvements IP Telephony Improvements Client / Server Improvements Client / Server Improvements Call to Action Call to Action

PSTN Workstation CTI Link PBX TAPI Server LAN PBX Scenario Existing TAPI Service Providers for leading PBXs are supported Existing TAPI Service Providers for leading PBXs are supported Expanded Call Center specific functions Expanded Call Center specific functions

PSTN Trunks Interface Cards Windows NT Server LAN Unified IP and Traditional Telephony Scenario Integrate IP telephony functions into a corporate LAN Integrate IP telephony functions into a corporate LAN Enhanced voice processing, unified messaging, KSU replacements… Enhanced voice processing, unified messaging, KSU replacements…

LAN ILS Workstations Multimedia Conferencing Scenario Easy IP Multicast Conferencing out-of-the-box Easy IP Multicast Conferencing out-of-the-box LAN-based IP telephony, video conferencing LAN-based IP telephony, video conferencing

IVR Scenario 1 – User calls into customer service center IP/PSTN Gateway Call Router Agent IVR Server Call Data Store 2 – Call bridged and Given to router 3 – Call routed to IVR Server 4 – IVR Requests to Route call to Agent 5 – Call routed to agent 6 – Agent retrieves Call data Call information stored Call information stored PSTN

Scalability Scenario 1 – User calls into customer service center IP/PSTN Gateway Call Router Agent IVR Server Call Data Store 2 – Call bridged and Given to router 3 – Call routed to IVR Server 4 – IVR Requests to Route call to Agent 5 – Call routed to agent Call information stored Call information stored

Speech Scenario User calls into voice browser enabled system Voice browser Renders voice Web browser Renders HTML Voice browser Interprets script HTML/Voice Enabled script Web Server

TAPI 3.0 Key Features Unified API for IP and Traditional Telephony Unified API for IP and Traditional Telephony  Extends existing PBXs while building and migrating to IP telephony services Unified API for call control and media control Unified API for call control and media control  Allows applications to easily control media streams on telephony connections Simplify Development of Communication Applications Simplify Development of Communication Applications  Object-oriented, language-neutral COM API  Integration with Windows NT® Active Directory  New Service Providers (TSPs) included

TAPI 3.0 Architecture Wave MSP H.323 MSP IP MC MSP TAPI Server Unimodem H.323 IP Multicast TAPI 3.0 Media control Directory control Call control NT DS LDAP Winsock 2.0 TCP/IP Direct Show RTPCodec Audio

TAPI 3.0 Object Hierarchy The entry point for telephony services TAPI A set of related calls CallHub An endpoint on which calls can be made or received Address Media source, sink, or processing Terminal 1 st party view of a telephony connection Call A single media type and stream direction Stream

TAPI 3.0 Application Flow Outgoing call Initialize TAPI Initialize TAPI Select address Select address Create call Create call Enumerate streams Enumerate streams Create/enumerate desired terminals Create/enumerate desired terminals Select terminals on streams Select terminals on streams

TAPI 3.0 Media Object Model Example H.323 Address 1.Find address Call to StWood 2.Create call Audio Capture Video Render Audio render Video Capture 3.Enumerate streams Microphone Video window Video camera Speakers 4.Find/create terminals 5.Select desired terminals on streams TerminalsStreams

Call Center Object Model AgentSessionITAgentSession TAPIITTAPICallCenter AgentHandlerITAgentHandler ACDGroupITACDGroup QueueITQueue AgentITAgent

Call Center Architecture Service Provider TAPISRV TAPI32.DLL ACD Server Application Remote SP TAPISRV TAPI3.DLL ACD Client Application

Call Center Message Flow Hardware Service Provider TAPISRV TAPI32.DLL ACD Server Application proxy Remote SP TAPISRV TAPI3.DLL ACD Client Application Call Control ACD Message/Event Flow

What’s new in TAPI 3.1? API and Infrastructure Improvements API and Infrastructure Improvements  Phone Support  Pluggable Terminals  New terminals  IVR, Voice Mail, and Unified Messaging supported by enhanced terminals  Easier application flow  Client/Server Administration improvements  Simplified administration  Performance improvements New Device Support New Device Support  USB Handset support Enhanced Protocol Support Enhanced Protocol Support  H.323V2 and supplementary services support

TAPI 3.1 Object Hierarchy TAPI CallHubAddress TerminalCall Stream Phone TAPI Address Terminal Call

Phone Support Full phone support in TAPI 3.1 Full phone support in TAPI 3.1  Equivalent to TAPI 2.x Additional support to associate Phones with Terminals Additional support to associate Phones with Terminals Existing TAPI 2.x phone TSPs will continue to work Existing TAPI 2.x phone TSPs will continue to work

Pluggable Terminals A way for 3rd parties to add media processing capabilities to existing MSPs A way for 3rd parties to add media processing capabilities to existing MSPs Any 3rd party can publish a terminal to do any media processing task. Any 3rd party can publish a terminal to do any media processing task.  3rd party speech rec or TTS  Audio stream manipulation  3rd party file terminal Terminals can be registered and then TAPI enumerates them to any TAPI application that requests them Terminals can be registered and then TAPI enumerates them to any TAPI application that requests them

TAPI 3.1 Terminals Each terminal represents a specific media processing task Each terminal represents a specific media processing task Implemented in MSP Base Classes Implemented in MSP Base Classes New interface on Call Object for terminal selection New interface on Call Object for terminal selection Makes the 95% case much easier Makes the 95% case much easier  Media control is abstracted through IVR Terminals  Terminal selection is more direct Still allows detailed control of terminals and media stream if desired Still allows detailed control of terminals and media stream if desired

File Terminals File Record Terminal for recording streaming data (such as speech or video) to a file File Record Terminal for recording streaming data (such as speech or video) to a file File Play Terminal for playing this recorded data back to a stream. File Play Terminal for playing this recorded data back to a stream. XML Data can be stored alongside the recorded media XML Data can be stored alongside the recorded media FilePlayback ITTerminal ITMediaFileAccess ITMediaFilePlayback FileRecord ITTerminal ITMediaFileAccess ITMediaFileRecord

Speech Recognition Terminal Terminal for performing speech recognition on the media stream Terminal for performing speech recognition on the media stream Based on upcoming SAPI5 technology Based on upcoming SAPI5 technology Selectable grammars & speech engines Selectable grammars & speech engines SAPI Objects aggregated by terminal SAPI Objects aggregated by terminal SpeechRecognitionITTerminal SAPI5.0 SAPI interfaces

TTS Terminal Performs Text to Speech Conversion and plays result on to the media stream Performs Text to Speech Conversion and plays result on to the media stream Based on upcoming SAPI5 technology Based on upcoming SAPI5 technology Allows insertion of XML tags into the text to modify the speech synthesis output Allows insertion of XML tags into the text to modify the speech synthesis output TTSITTerminal SAPI5.0 SAPI interfaces

USB Handset Support PC speakers and microphone PC speakers and microphone  Can be difficult to connect and adjust  Issues with privacy and echo Handset form factor provides natural user interface for telephony on the PC Handset form factor provides natural user interface for telephony on the PC USB peripherals are easy to connect and use USB peripherals are easy to connect and use

USB Handsets & TAPI Built in support for USB-connected handsets Built in support for USB-connected handsets  TAPI will recognize the phone and automatically run appropriate services  TAPI object model will allow applications to control USB phones USB handsets will work with generic TAPI apps USB handsets will work with generic TAPI apps  Phone vendors add value by accessing proprietary features through custom apps

USB Handset Usage Intranet IP/PSTN Gateway H.323 Gatekeeper (Call routing server) Desktop PC Media Streams (IP) Call Control (IP) USB Handset POTS Telephone Set USB HID Messages USB Audio Streams PSTN Rin g Hell o

TAPI 3.1 Application Flow Initialize TAPI Initialize TAPI Select address Select address Create call Create call Select desired terminal types on call Select desired terminal types on call Optional - Create/enumerate desired terminals Optional - Create/enumerate desired terminals Optional - Select terminals on streams Optional - Select terminals on streams

IP Telephony Improvements H.323v2 support H.323v2 support  FastConnect  Gatekeeper support  Fast format change H.450 supplementary services support H.450 supplementary services support  Transfer (Blind and consultative)  Diversion (forwarding)  Hold Improved audio and video streaming Improved audio and video streaming

Client/Server Administration Centralized administration Centralized administration  TAPI servers are stored in DS Performance improvements Performance improvements  Administration MMC starts much faster Batch processing tool Batch processing tool  Allows user/line associations to be added quickly via new tool

TAPI 3.1 Summary Richer media control and processing Richer media control and processing Improved IP Telephony support Improved IP Telephony support Improved Client/Server support Improved Client/Server support

Web Telephony Engine A platform allowing the creation of telephony accessible web sites A platform allowing the creation of telephony accessible web sites Apply web authoring paradigms to the development of telephony applications Apply web authoring paradigms to the development of telephony applications Facilitate cooperation between industry segments Facilitate cooperation between industry segments

WTE Architecture Internet Explorer Web Telephony Engine Application (Web SITE) TAPI 3.0 Voice Board HTTP SAPI SR/TTS Engine Microsoft Third Party

WTE Deployment Messaging Database Credit Verification WTE PSTN H323 Client Internet Graphical Browser Web Server HTTP Internet/Intranet

TSP Logo Program Quality Logic is conducting TSP logo program Quality Logic is conducting TSP logo program First TSP has been tested First TSP has been tested Testing TSPs at the TAPI Bakeoff Testing TSPs at the TAPI Bakeoff Visit Certification Programs page at for more information Visit Certification Programs page at for more information

Communications Futures Build the user-to-user communications web ! Build the user-to-user communications web !  Click to phone call, click to talk  Click to communicate, anywhere, anytime, with any device  Synergy between presence, real-time, instant messaging  Integrated with Passport (Residential), AD (enterprises). Spur innovation in communications Spur innovation in communications  Platform for Exchange Collaboration Server  Enable ISVs to build multi-modal communications solutions: Voice, Video, Co-browsing, Chat, Games  Low cost web call centers.

Call to Action Write telephony applications to the TAPI 3.x interfaces Write telephony applications to the TAPI 3.x interfaces  Combine traditional and Internet telephony  Rich and flexible media control  Accessible from Visual Basic and Java Write TAPI Service Providers Write TAPI Service Providers