1. Partner
Release Note
Vision 80/20 for

2. Note! Extra information in Speaker notes on slides!
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 voic
Vision 80/20 Active Directory Integration
Technical drawings
Packaging
Estimated time of installation
Technical details for System Integrators
Language support
FAQ
Note! Extra information in Speaker notes on slides!

3. 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 Voic (Requires SIP)
Vision 80/20 AD-Link
Vision 80/20 Calendar integration
Vision 80/20 Auto Attendant (Requires SIP)

4. 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, )
Limited Auto Attendant needs
Spoken Presence-> one server but requires SIP
Vision 8020 Spoken Presence and voic (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

5. 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)
Note: In UCMA-integrations the attendant logs on using Lync

6. Why SIP (Linux) Integration?
Advantages of SIP
Contact Center functionality
Media blending (Chat, , 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

7. Background and market potential
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

8. Vision 80/20 for Lync - Value Added
Auto Attendant
Calendar Integration
AD-Link
Statistics
Contact Center
Line state and Mobile LineState*
Spoken Presence and Voic
Attendant Client
Presence and Availability
Lync
Presence
Collaboration
Vision 80/20
Vision 80/20 Presence Services (Mobile Network Integration)
PBX
Lync
Presence
Collaboration
Vision 80/20
Vision 80/20 for PBX with Presence Link for Lync
PBX
Lync
PBX, Presence
Collaboration
Vision 80/20
Vision 80/20 Hybrid with Lync (Linux)
Lync
PBX, Presence
Collaboration
Vision 80/20
Vision 80/20 with Lync (Windows or Linux)
* Requires Mobile Network API licenses. Several suppliers supported

9. 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

10. 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

11. 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 PAM
An 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.

12. Optional presence in Lync  Rich Presence
Maximize your integration!
Optional presence status activates rich presence in Vision 80/20 and forwards Lync extension to Voic , Spoken Presence or Attendant.

13. Vision 80/20 Calendar Integration
A calendar integration changes the status to “in a meeting” and Vision 80/20 forwards the extension.
Calendar bookings usually set the Presence Status to i.e. in a Meeting, Vision 80/20 updates the Personal Note to “meeting 16:00” and forwards the Lync client to voic or attendant.
Note that presence is not affected, still status available until the user changes it.

14. 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

15. 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 voic 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
One schedule handles multiple numbers (to queues) in Linux (företagsgemensamt schema) In windows there is one schedule per queue

16. The queue in Vision 80/20 Call Server
PSTN
System Administrator
System Administrator
Vision 80/20 Attendant
The internal Vision 80/20 queue gives a number of possibilities such as:
Different messages read back per queue to the caller
Estimated waiting time
Clear information about the position in queue
Multiple overflow scenarios increases the flexibility, the queue can send calls to another queue, another number and this is based on queue unique schedules.
Vision 80/20
Call Server
Queue

17. Vision 80/20 queue - possibilities
Queue options:
Overflows:
Ringtones and Position in queue
Another queue
Welcome messages and
estimated waiting time
Vision 80/20
Call Server
External number
Queue
Music on hold (only Windows)
Recording (only Linux)
No position in queue and expected waiting time in Lync
Callback and Scheduled Call-back
(only Linux)
Emergency Message (only Linux)

18. 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
Voic
Queue on a busy extension
(Voic included in service)
No busy tone in Lync means:
When busy in a call in Lync you can get notifications popping up as on your computer screen when another call comes in. But if you also have parallel ringing configured to your cell phone, it would also start to ring while you’re in a call.  Need for Presence integration when busy in Lync. Vision 80/20 forward when busy to Attendant or Spoken Presence. Also possibility for personal queue.
If you have a PBX integrated environment where you have a serial call list, e.g. call first my PBX phone and then my Lync client and then send the caller to voice mail Lync. Lync does not hand back a busy tone to the PBX meaning that you are busy on the phone in Lync, another important customer calls and he will not even reach your voic .
Technical sketch

19. Lync Call Forwarding - without Spoken Presence
Incoming Call
To voic
Voic
To attendant
With a standard Lync deployment only standard voic message recorded by the user can be used
Hence, the information and possibilities for the caller is limited
Attendant

20. Lync Call Forwarding - with Spoken Presence
”The person you have called is busy. Please press 0 to wait or press 9 for Operator”
Voic
Option 1 Voic
Attendant
Option 2 Attendant
Vision 80/20
Incoming Call
With a standard Lync deployment only standard Voic message recorded by the user can be used The information to the caller is limited.
Busy extension
Option 3 Personal queue
Queue

21. Vision 80/20 Line state An important part of Presence
Mobile Operator
PBX
Line state
Mobile Line state
Vision 80/20
In a system where the linesate comes from several sources it is important to keep the information up to date in all systems.
With certain PBXs and mobile operators the Attendant is updated with linestate and the status is also used by the Vision 80/20 system to update the user’s line state in Lync.
Users
Vision 80/20
Attendant
Fixed and Mobile Line state

22. 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
I ett

23. 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)
Normalization = Automatic lower-case letter to Capital letter in names, removal of blank spaces etc.

24. Microsoft Active Directory integration
Changes

25. AD Integration Verification of changes
Users
Suggested
Changes
Administrator
Approved changes
Microsoft AD
Synchronize
Vision 80/20

26. 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, and SMS
Secure and stable
Powerful Statistics
More than 200 satisfied customers
Note! Requires Linux and SIP
Note! Requires Linux and SIP

27. Powerful Statistics with Vision 80/20 Statistics
Take control with Vision 80/20 Statistics
Comprehensive statistics on all calls (including Lync calls) , s 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
Lync calls are part of the category ”calls”

28. Available Statistics Reports for Lync

29. 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)

30. UCMA - Lync Standard Edition*
(One server)
PSTN
Lync User
Mediation Server*
Vision 80/20 Attendant
* Standard Edition = Both database and most important Lync functionality are running on the same server = no redundancy and max 5000 users
Mediation Server, functions as a proxy (gateway) between internal Lync clients and PSTN or external PBX. In some scenarios it will convert audio streams between G711 (external coded of sound) and RT Audio that is Microsoft internal Lync codec.
Lync Front End server /pool, these servers handle the clients, presence, callrouting and smaller designs handle all the conferencing functionality.
Front End Server*
Vision 80/20
Call Server
for Windows

31. UCMA - Lync Enterprise Edition*
(Larger environment)
PSTN
Lync User
Microsoft Lync 2010 Mediation Server
Vision 80/20 Attendant
* Enterprise Edition = redundant solution, multiple servers up to approx users per pool
Mediation Server, functions as a proxy (gateway) between internal Lync clients and PSTN or external PBX. In some scenarios it will convert audio streams between G711 (external coded of sound) and RT Audio that is Microsoft internal Lync codec.
Lync Front End server /pool, these servers handle the clients, presence, callrouting and smaller designs handle all the conferencing functionality.
Vision 80/20
Call Server
for Windows
Microsoft Lync 2010
Front End Server

32. UCMA Integration - with Spoken Presence
PSTN
Lync User
Microsoft Lync 2010 Mediation Server
Vision 80/20 Attendant
SIP required for Spoken Presence
Vision 80/20
Call Server
for Windows
UCMA
Microsoft Lync 2010 Front End Server

33. UCMA Integration - with Auto Attendant
PSTN
Lync User
Microsoft Lync 2010 Mediation Server
Auto attendant server today requires Windows 2008 server R1 while Vision 80/20 for Microsoft Lync requires Windows 2008 Server R2 therefore separate servers are needed.
Even if Call Server for Linux is used the two different Windows servers are needed since Presence Services for Lync require Windows 2008 Server R2.
SIP required for Auto Attendant
Vision 80/20
Call Server
for Windows
Vision 80/20
Auto Attendant Server
Microsoft Lync 2010 Front End Server

34. UCMA Integration - with Spoken Presence and Gateway Vision 80/20 PSTN
SIP
Lync User GW
SIP
Microsoft Lync 2010 Mediation Server
Vision 80/20 Attendant
SIP required for Spoken Presence
SIP
Vision 80/20
Call Server
for Windows
Microsoft Lync 2010 Front End Server

35. SIP Hybrid Integration - with PBX
PSTN
PBX
SIP
Lync User
Optional
Microsoft Lync 2010 Mediation Server
SIP
Vision 80/20 Attendant
* Mediation Server, functions as a proxy (gateway) between internal Lync clients and PSTN or external PBX. In some scenarios it will convert audio streams between G711 (external coded of sound) and RT Audio that is Microsoft internal Lync codec.
* Lync Front End server /pool, these servers handle the clients, presence, callrouting and smaller designs handle all the conferencing functionality.
SIP
SIP
Vision 80/20
Call Server
for Linux
Microsoft Lync 2010 Front End Server

36. 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
Vision 80/20 Statistics

37. 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 80/20 Statistics
Vision 8020 Contact Center
Vision 8020 Auto Attendant

38. 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

39. Estimated time of Hybrid installation
Please consult your sales contact

40. 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
Microsoft Active Directory Domain controller
Vision 80/20
Call-handling and Presence Server

41. 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
Microsoft Active Directory Domain controller
Vision 80/20 – PAM/ Presence Server
Vision 80/20 call-handling Server

42. For system integrators - 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

43. Language Support Linux and Windows
Supported languages:
Danish, English, Norwegian and Swedish
Finnish (But certain manuals lacking in the Finnish language)

44. 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 call
A: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

45. 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

46. 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 supported
A: Windows: Lync clients only
A: Linux : all phones and Lync client
Q: How does the attendant answer calls
A: Windows: The Vision 80/20 application answers the calls in attendants local Lync client, open line is not used
A: 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 it
A: Linux: Yes, but without monitoring by Vision 80/20, means that calls outside attendant client are not monitored by Vision 80/20 Call Server

47. 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.

48. FAQ – To think of The need for Gateway Lack of handling the DND
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

49. FAQ Miscellaneous for Windows
Q: Is ICS used as platform
A: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 (Voic )?
A: We will look into this asap, however a schedule is not available today.

50. FAQ Miscellaneous Q Fall-back? Q: Installation package?
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)
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