1. Microsoft Lync Server 2010 - платформа для построения контакт-центров Vlad Eminovici Microsoft Corporation

2. Agenda ▪Microsoft Lync 2010 SDK ▪Contextual Conversations ▪Unified Communications Managed API 3.0 ▪Communications Enabled Business Processes ▪Virtual Personal Assistants ▪Response Group ▪Summary

3. Lync 2010 SDK Overview

4. Conversation without Context

5. ? CRM

6. Contextual Conversations

7. Context

8. Lync 2010 SDK Lync 2010 Controls Model API UIAutomation WPF SL4

9. Lync 2010 API Overview ▪New managed API for Lync 2010 object model ▪Productivity of IMessenger API, without the ceiling ▪Power of UCC API, without the complexity ▪Automates Lync 2010 ▪Build custom Lync 2010 clients ▪Requires Lync 2010 ▪Reuses Lync 2010 connection

10. Lync 2010 Controls Overview ▪Ships in Lync 2010 SDK ▪“Drag and Drop” feature integration ▪Contact list, contact search ▪Presence, contact info, custom contact list ▪IM and audio “Click-to-Call” ▪Supports contextual conversations ▪WPF and Silverlight ▪Requires Lync 2010 ▪Reuses Lync 2010 connection

11. Conversations with Context DEMO

12. Unified Communications Managed API 3.0

13. Communications Enabled Business Processes

14. Personal Virtual Assistants ?

15. UCMA 3.0 Overview ▪Managed API for middle-tier solutions ▪End-to-End communication solutions ▪Adding communication features (CEBP, PVA) ▪Abstracts underlying protocols (SIP, telephony) ▪Supports IM, voice, presence, call control ▪Highly scalable ▪Highly available

16. UCMA 3.0 Key Scenarios ▪Help Desk / Call Center / Contact Center ▪Supervisor monitoring (TCU) ▪Supervisor whisper / barge-in ▪Skills based routing ▪Communication Enabled Business Processes ▪Personal Virtual Assistants ▪Conferencing ▪Notification Systems ▪Web Click-to-Chat ▪Web Click-to-Call

17. UCMA 3.0 – What’s New ▪Make it easier ▪Application provisioning / management ▪Presence publishing / subscribing ▪Make it better ▪Conferencing ▪Back-to-Back user agent ▪Trusted Conference User ▪Fine grained control over call experience

18. UCMA 3.0 Workflow API Overview ▪Based on Windows Workflow Foundation ▪Design application in designer ▪Compiled to executable application ▪Activities make development easy ▪IM, Audio/Speech ▪Presence ▪Call control ▪Custom Activities via UCMA 3.0 SDK ▪Prompts, commands, events create dialog ▪Communications Enabled Business Processes ▪Personal Virtual Assistants

19. Response Group DEMO

20. Unified Communications Roadmap Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010

21. Summary ▪Communications software is a platform opportunity ▪Existing Infrastructure ▪Existing tools, skills, platform ▪Lync 2010 SDK ▪Facilitate communication via Contextual Conversations ▪Unified Communications Managed API 3.0 ▪Expedite the enterprise via Communications Enabled Business Processes ▪Facilitate productivity via Personal Virtual Assistants ▪Exchange Web Services Managed API 1.0 ▪Integrate Exchange 2010 data and business logic

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24. © 2010 Microsoft Corporation. All rights reserved. Microsoft, Lync, 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.