© 2008 shoretel, inc. all rights reserved worldwide. shoreware csta – remote call control...

© 2008 ShoreTel, Inc. All rights reserved worldwide.

ShoreWare CSTA – Remote Call Control Integration wit LCS, OCS & OCS R2

Jerome Joanny.Sr. Product Manager02/01/2009

ShoreTel Sales training

© 2008 ShoreTel, Inc. All rights reserved worldwide. 2

Agenda

• ShoreTel UC strategy• Microsoft Unified Communication

– Description– Integration layers

• ShoreWare CSTA server– What is CSTA & Remote Call Control ?– Product Features – End user Benefits– Positioning

• Product Logistics– SKU & pricing– System engineering & deployment options– Supported platforms

• ShoreKeep your text message concise, at 24 pts. to ensure readability– Place additional information in your notes section

• Sentence case in all text layouts except proper nouns title case– Second Indent text is 20 pt with grey hyphen

• Third Indent goes here, 18 pt

© 2008 ShoreTel, Inc. All rights reserved worldwide.3

ShoreTel UC strategy : Dual Approach Strategy

• Future will see Commoditization of the software desktop clients

• ShoreTel Cooperates with Major Software UC vendors ( Microsoft, IBM ) by leveraging Open Standards– SIMPLE– CSTA– SIP…

• ShoreTel Enhances its architecture by distributing the Application– Professional Call Manager ( IM, Presence, Video )– Conference Bridge next generation – Bringing reliability by distributing more

( Application, Database, … )


• Three Main groups of servers

Microsoft Unified CommunicationsPortfolio Description

1. Management: • Active directory

2. IM/Presence +collaboration:• LCS 2005 ( Live Communication

Server 2005 )• OCS (Office Communication

Server 2007 & 2007 R2)3. Unified Messaging:

• Exchange 2007

• Three separate clients 1. Management:

• Management consoles 2. IM/Presence + collaboration:

• Communicator for LCS/ OCS (aka MOC)

3. Unified Messaging: • Outlook 2007, OWA 2007,

Outlook mobile


Microsoft Unified Communication Multi Layer integration

• Exchange 2007:– Voice connectivity via SIP

• Requires third party hardware Gateway • Application note available

– Fax reception leveraging T38• Leverage Gateway for SIP

• LCS, OCS & OCS R2– Instant Messaging integration via SIMPLE

• Professional Call Manager in ShoreTel 8.1– Voice integration via SIP

• Require third party hardware Gateway• Application note just released

– CTI integration via SIP CSTA• ShoreWare CSTA server


ShoreWare CSTA Overview

6 © 2008 ShoreTel, Inc. All rights reserved worldwide.


CSTA & Remote Call Control

• Computer Supported Telephony Application – CSTA– Open Standard protocol – Created & managed by the ECMA for Computer Telephony Integration– Phase I released in 1992 – Currently Phase III, 7th edition released in 2006

• Enhanced for Web applications via XML ( ECMA 323 )• Carried into “SIP envelopes” – uaCSTA or TR87

• Remote Call Control or Third Party Call Control – Fancy Name for Computer Telephony Integration ( CTI )– Ability to control a communication device from an external application – Typically the most complex & yet most common type of CTI

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ShoreWare CSTA server

• Pure Software Solution– Installed separately from the Core ShoreTel

Software– Requires ShoreTel Telephony Service Provider

( TAPI server or DVM )– Add three supplementary Windows Services

visible in Quicklook• Performs TAPI to CSTA translation• Expose multiple open CTI interfaces for

Remote Call Control– CSTA ASN.1 ( legacy CSTA )– CSTA XML– uaCSTA ( TR 87 or SIP-CSTA )*– CSTA web services

8 * : Only this interface is released at first – Other API Availability will follow thru DeVnet


ShoreWare CSTA server integration with LCS, OCS & OCS R2Features

• Remote Call Control - Microsoft Communicator controls the ShoreTel phone

–Does not require ShoreTel Call Manager on desktop

–100% CSTA controls available from Microsoft Supported by ShoreWare CSTA server

–Symmetrical integration between Phone & Communicator User interface

• Telephony Presence (in or out of a call) – ShoreTel Telephony Presence in LCS or OCS

–Telephony Presence Override IM presence in Communicator ( single presence )

–Automatically integrate with All office applications


Live Communication Server 2005

Office Communication Server 2007

Office Communication Server 2007 Release 2

Make Call Receive Call (1) Caller ID Call Waiting(2) Call Hold(3) Call Retrieve Alternate Call Single Step transfer Consultative transfer Conference(4)(7) DTMF digits generation(5) Call Forward / Call Redirect Call Forward based on location (7) Do Not Disturb (6)(7) Missed Call notification Reply With IM Escalation to Video 10

ShoreWare CSTA server integration with LCS, OCS & OCS R2Remote Call Control features


• MOC Missing Important Telephony Features– Pickup– Intercom– Silent monitor– Barge in– Whisper– Record– Dial mailbox– Transfer to mailbox– Bridged call appearance– No Office Anywhere– 3pty conference ( OCS & OCS R2 )

• MOC User Interface Bad for multiple calls ( LCS & OCS ) – Unacceptable to assistants, receptionists,

operators, agents– Every call is another pop-up window

Call control features missingpickuppickup night bellpickup groupintercomsilent monitorbarge inwhisper pagerecordrouting slip infotrunk group infotrunk infoDNIS infocall notedial mailboxtransfer to mailboxtransfer using intercomtransfer using whisperbridge call appearance

Personal options management missingChange extension reassignmentChange call handling mode (only DND)Change handsfree modeChange off-hook preference (speaker, headset)Enable / disable call waiting

User interface problemsVery hard to handle multiple callsNo operator solutionNo assistant solutionNo agent, supervisor Presence does not show the ringing stateClosing some windows will drop active callOnce conversation window closed, you cannot control callIcons are media control icons vs telephony controls

ShoreWare CSTA server integration with LCS, OCS & OCS R2Remote Call Control -Comparing PCM versus MOC


• Click to dial / Missed call in Outlook– Place a call directly from the email header– Click on the missed call link to call back

• Click to dial from Office application via Smart tags– Word, Excel, SharePoint

• Enrich All other UC function of LCS, OCS or OCS R2– Escalation to Video Call– Escalate an IM to Voice – Reply to incoming call with IM

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ShoreWare CSTA server integration with LCS, OCS & OCS R2Remote Call Control – integration to the desktop


• Native telephony Presence integration in outlook

• Telephony Presence integration via MS office Smart Tags technology

• Telephony Presence Alert out of the box

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ShoreWare CSTA server integration with LCS, OCS & OCS R2Telephony Presence – integration to the desktop


• Leverage Microsoft Investment– Enrich the IM & Presence functionalities of

LCS/OCS

• Enable Selection of Right Application for Users Requirements– Knowledge Worker ( MOC or Call Manager )

– Workgroup Agent ( Workgroup Call Managers )

– Front Desk Operator ( Operator Call Manager )

• Efficiency and Productivity gain– Eliminate the application silos by telephony

enabling office applications– No More Phone or email Tags with true

presence

Call Manager

Office Communicator

Shared Presence Between Clients Instant Message Between Clients

ShoreWare CSTA server integration with LCS, OCS & OCS R2End user Benefits


• Microsoft UC brings huge opportunities to ShoreTel partners– Approach the Microsoft partners in your region, they need you more than you

need them– Every sale of OCS is an opportunity – be there to help !!– Path to penetrate larger customer base: OCS bundled into every Enterprise

agreement

• When MOC is considered for the Desktop interface – Complement the LCS /OCS Feature sets– Enrich the overall Microsoft office experience

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ShoreWare CSTA server integration with LCS, OCS & OCS R2Positioning the product


ShoreWare CSTA server: System Engineering • Prerequisites:

– Live Communication or Office Communication server already deployed & running with office communicator 2005 or 2007

– ShoreTel system already deployed with at one dedicated DVM or ShoreWare TAPI server ( existing or new )

– ShoreWare CSTA server Software + CSTA clients licenses ( 1licence require /Connection)

• System engineering :– IP networking available between OCS & DVM– OCS + MOC remote call control configurations requires

OCS administrator rights– Can managed up to 1000 CSTA endpoints per server ( identical to

PCM limitations per server )– If existing DVM , Max capacity of PCM + CSTA clients cannot

exceed 1000

PSTN

ShoreWare Server

ShoreGear Voice Switches

Microsoft OfficeCommunicator Server

Microsoft OfficeCommunicator

CSTA Server Running onDedicated DVM

SIP/CSTA

TAPI


Availability, Pricing & Ordering Information

SKU Description List Price

Regular License & Software30064 License, ShoreWare CSTA for Microsoft Integration

One required per CSTA Connection(Software license) $80

30066 Server, ShoreWare CSTARequires at least 2 ShoreWare CSTA licenses for

Microsoft IntegrationIncludes Documentation (Software on CD ) $0

Evaluation License

30067 License, Evaluation, ShoreWare CSTA for Microsoft Integration

60 days validity(Software and Hardware) $0

• General Availability on QMS : 3/15• Official Public Launch : VoiceCon Spring Orlando


Installation / Deployment : two Types of scenario

• By ShoreTel Partners– Microsoft & specifically LCS or OCS skills are required– For Customers without On-net Dialing

• By ShoreTel Implementation Services– For Partner who lack the Microsoft UC experience or Skills– For Customers with On-net Dialing – Regular ShoreTel IS pricing & processes

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Supported Platforms

• Microsoft Communication server– Live Communication Server 2005 SP1– Office Communication Server 2007– Office Communication Server 2007 Release 2

• ShoreTel Releases– ShoreTel 7.5– ShoreTel 8.1 ( minimal release required for IM in PCM )– ShoreTel 9 & above

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FAQ

• Is the CSTA license per user or per connection ?– Each MOC controlling a ShoreTel Phone will require a CSTA license for establishing

the CSTA connection.

• So what do I need to order for this Solution ?– ShoreWare CSTA server CD & CSTA licenses– A shoreWare TAPI licence or DVM licence if one such server is not already in place– Implementation services SOW + quote if/when required

• What About the IBM integration I heard of ?– The upcoming IBM Sametime integration leverages ShoreWare CSTA as well but

requires supplementary pieces of Software on the IBM infrastructure which will be released at a later stage.

• Can I use MOC as a softphone with CSTA ?– No – the integration using CSTA is purely CTI & does not enable the MOC to place

voice call thru the ShoreTel system.21


Need More information

• Marketing Material available at GA on Partner web site:– Product Datasheet for the ShoreWare CSTA server– Solution Brief for Remote Call Control integration with OCS– Partner program guide– Customer references– Tech docs ( MOC client configurations, LCS/OCS RCC configuration, CSTA server

installation + configuration, Advanced troubleshooting guide )

• Additional Information on ShoreWare CSTA server & Microsoft UC– Jerome Joanny, Sr. Product Manager

[email protected], 408-331-3417

© 2008 shoretel, inc. all rights reserved worldwide. shoreware csta – remote call control...

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