CEBP Development with Microsoft Lync

Thomas Kisner

Unified Communications Architect at BNSF Railway Board Member, DFW Unified Communications User Group

◦ Meets 4th Thursday of Every Month at 6:00PM at Microsoft Campus◦ http://dfwucug.org

◦ http://TheLync.net - blog

@twkisner on Twitter

Brief Intro

CONTACT CENTER CUSTOM APPLICATIONS

WORKFLOW & LOB INTERGRATIONEMBEDDING PRESENCE

SINGLE SET OF APIs AND TOOLS

SINGLE PLATFORM

Lync is an Extensible Platform for Developers

INDUSTRY STANDARDS

SIP/SIMPLE, XMPP, VoiceXML

Communications-Enabled Business Processes

Business Process Communications

Notifications

Outbound

Expert Finders

Anywhere Information Access

Web Chat

Query-Response Bots

Interactive Voice Response

humanmachine

tomachinehuman

to

Contextual Collaboration

Enhanced Presence

Click to Communicate

Communications with Context

human human

to

Client Apps Server Apps

Lync 2010 Client SDK

Add value to the Lync user experience

1) Integrate Lync into 3rd party applications

2) Send context from 3rd party applications to Lync

3) Extend the Lync conversation window

4) Customize by building your own UI

Send Context from 3rd Party Applications

Invite w/ Context:• AppID• App Data• URL/Exe

Two-way app data

Customize: Build Your Own UI

Fully custom Kiosk-type Lync application • Lync is running on

the machine w/out UI

• Registry key set to UI suppression

• App has access to API

• App provides all the UI

Demo

Communications-Enabled Applications – An Example

Contact list and search

Presence and contact cardPresence

variation

Custom contact list

Contact card

UC Managed API 3.0Rich and easy to use multi-layered .NET API for Communications

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IncludesA SIP stackMedia controlSpeech technology

Rich APIEasy to useMulti-layered

Communications Server Infrastructure

UCMAServer Speech API

SIP/SIMPLE(‘S4’ SIP Stack)

SRTP/Codecs(Media Stacks)

Server SAPI(Speech Engines)

UCMA Core API

Communications and Collaboration Microsoft.Speech

UCMA Workflow API

VoiceXML

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Rich and easy to use multi-layered .NET API for CommunicationsUC Managed API 3.0

Platform

Signaling

Communications

Instant Messaging

AudioVideo

Conferencing Conference Management

ConversationCall

Extensibility

Collaboration

Presence Contact Groups

Workflow

Call ControlActivities

DialogActivities

GeneralActivities

Call ControlCommunications

Event Types

DialogCommunications

Event Types

Commands

Err

or

Han

dlin

g

Excep

tion

s

VoiceXMLBrowser

MicrosoftSpeech Recognizer

MicrosoftSpeech Synthesizer

SAPI

Server Speech API

Signaling End Point/ConnectionManagement

Common Basic Classes

Lync Server Infrastructure

Microsoft Speech Platform

IncludesA SIP stackMedia controlSpeech technology

Rich APIEasy to useMulti-layered

What can you do with UCMA (Server-Side)Alerts and notifications systems

Multi-channel

Self ServiceQuery/Response BOTsInteractive Voice Response

Contact Center / HelpdeskMulti channel ACDPresence awareExpert FinderSupervisor functions, such as listen in, whisperRecording

Conferencing Portals

Reach gateways Silverlight (Web and Mobile)Single Number Reach/Click to Call

Be responsive to changing conditions

Enable multi-channel Self ServiceIncludes Microsoft Speech Technology

Turn UC infrastructure into a profit centerInbound & outbound Contact CentersMulti-channel Presence aware

skill-based routingLeverage a company’s internal expertise

Build your own conferencing experience

Collaborate from anywhereFrom any web browser, click-to-communicateFrom any mobile or PSTN phone (Mobile Voice Companion)

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UC Managed API 3.0 - Communications

Call Management◦ Basic Call establishment, transfer, forward, decline, hold APIs

Instant Messaging◦ With Communicator◦ With Web and mobile custom clients

Audio/Video◦ WMA File play back, WMA File recording◦ DTMF controller & recognizer◦ Automatic Speech Recognition and Speech Synthesis◦ Conversation Impersonation

Multimodal Communications

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UC Managed API 3.0 - Communications

Conferencing◦ Supports Multi-party Communications

Conference Scheduling and Management◦ Organize and modify Conferences ◦ Set Attendee / Presenter roles

Extensible & Open◦ Modality-based extensibility ◦ Allows to add support for another modality

or replace built-in implementationof an already existing modality

Multi-party capable and extensible to add or replace modalities

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UC Managed API 3.0 - Collaboration

Presence For Users◦ Publish Users Presence (State, Contact Card, Note, Device Capability

etc)◦ Allows to control who gets to see what◦ Allows to subscribe for continuous updates on others presence◦ Allows querying for Presence

Presence For Applications◦ Support for always appear online

Contact Group Services for Users

Multi-party capable and extensible to add or replace modalities

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UC Managed API 3.0 - Speech

Managed Server Speech API◦ Includes free Microsoft Speech Recognition and Synthesis Engines◦ Includes key speech technology tools◦ Supports W3C standards like SRGS and SSML

Support for VoiceXML◦ Same VXML Browser as Speech Server (2007)◦ VoiceXML 2.1 compliant

Support for 26 Languages◦ For Command & Control

Includes top-class Speech Technology in 26 languages

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Custom IVRs in Lync are built on the development platform capabilities of Lync

Lync-based IVRs can take advantage of the entire Lync API set◦ Presence◦ Voice◦ IM/Conferencing◦ More..

Development is done inside Microsoft Visual Studio

Lync Development – Creating IVRs

Building an IVR in UCMA WorkflowHow to build one

Within Visual Studio add communications activities

- Answer Call - Place call - Check presence - Get a speech or DTMF response - Transfer calls The workflow engine is built on Microsoft Windows Workflow, so any database or logic operations within that toolset (and there are many) can be used in building an IVR

Visual Studio IVR ScreenshotDrag and Drop logic with code extensions

Questions?

Thank you!

Remember to check out dfwucug.org !