Vision_8020_for_Microsoft_Lync_2012_11_09_ENG

Report
Partner
Release Note
Vision 80/20 for
2012-11-09
Contents
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What is Vision 80/20 for Microsoft Lync?
2 types of Integrations
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Why UCMA (Windows)?
Why SIP (Linux)?
Why Vision 80/20 for Microsoft Lync
Value Added
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Technical drawings
Packaging
Estimated time of installation
Technical details for System Integrators
Language support
FAQ
Background and market
Vision 80/20 for Lync portfolio
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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 voicemail
Vision 80/20 Active Directory Integration
Note! Extra information in
Speaker notes on slides!
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
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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 Voicemail (Requires SIP)
Vision 80/20 AD-Link
Vision 80/20 Calendar integration
Vision 80/20 Auto Attendant (Requires SIP)
Two types of integrations (UCMA and SIP)
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UCMA – Pure Lync using Microsoft's recommended API
(only available on Windows Platform)
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Pure Lync
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Only Windows based
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Limited Contact Center and media blending needs (chat, SMS, e-mail)
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Limited Auto Attendant needs
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Spoken Presence-> one server but requires SIP
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Vision 8020 Spoken Presence and voicemail (Tala) over SIP
SIP – for Hybrid solutions (with PBX and Linux-based products)
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PBX extensions requiring spoken presence/rich presence/advanced attendant
features/calendar link (Hybrids)
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PBX in front of Lync
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Contact Center features such as media blending, recording
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Auto Attendant installations
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IVR Pro (VIP2000) requires Linux platform
Why UCMA (Windows) integration?
UCMA = Microsoft Unified Communications Managed API
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API that supports Voice, Chat, Presence, Video etc.
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Currently used for Presence and Line state
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Requires Vision 80/20 Call Server for Windows (not Linux) for call-handling
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Microsoft Lync = (UCMA) 3.0
Advantages of UCMA:
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More suitable for customers with a “Microsoft strategy”
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Endpoints, like Vision 80/20 are native parts of Microsoft Lync environment
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Recommended by Microsoft
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Single Windows server solution
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Easier and more cost effective installation
There is no need for gateways to Vision 80/20
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Server for Vision 80/20 is required
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The integrator may need to connect the Lync environment to
PSTN (via gateway or SIP)
Why SIP (Linux) Integration?
Advantages of SIP
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Contact Center functionality
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Media blending (Chat, email, SMS)
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Recording
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Whisper
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Case log
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Open line, questionnaire, delayed agents etc.
Attendant has free seating
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Mobile
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Fixed
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Abbreviated number
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Lync
No computer required
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Supports mobile agents and people on the floor that lack computers
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
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Keeping the PBX in a hybrid solution is today the most common step towards Lync
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Organizations that in the past needed Vision 80/20 products continue to do so
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Microsoft targets large customers, hoping that smaller will follow
Vision 80/20 for Lync - Value Added
Presence
and
Availability
Attendant
Client
Spoken
Presence
and
VoiceMail
Lync
Presence
Collaboration
PBX
PBX
Lync
Presence
Collaboration
Lync
PBX, Presence
Collaboration
Lync
PBX, Presence
Collaboration
Line state
and Mobile
LineState*
Contact
Center
Statistics
AD-Link
Calendar
Integration
Auto
Attendant
Vision 80/20
Vision 80/20 Presence Services
(Mobile Network Integration)
Vision 80/20
Vision 80/20 for PBX
with Presence Link for Lync
Vision 80/20
Vision 80/20 Hybrid with Lync (Linux)
Vision 80/20
Vision 80/20 with Lync (Windows or Linux)
* Requires Mobile Network API licenses. Several suppliers supported
Why Vision 80/20 for Lync? 1(2)
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Line State – Fixed and Mobile
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Quick and intelligent call-handling in powerful Attendant Client
with faster search, call-handling and connecting of calls
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Two way Active Directory integration
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Easier user administration
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Exchange Calendar integration
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Integrated call-handling using built in queue with multiple
options such as:
– Expected waiting time
– Number in queue
Why Vision 80/20 for Lync? 2(2)
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Presence integration handles busy Lync extension professionally.
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We forward calls when busy to Attendant or Spoken Presence. Spoken
Presence also offers personal queue.
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Two-way Presence connection
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Updates the Lync client status based on current Vision status and vice
versa
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Powerful Statistics including Lync calls
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Camp on busy can be based on line state which simplifies
Attendant’s work
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Attendant can initiate chat sessions with Microsoft Lync users
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Attendant client is integrated with the Lync client (UCMA only)
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Attendant client monitors the Lync client controlling answer and hang up
Vision 80/20 PAM integrated with Lync
Important information to attendants, colleagues and callers
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Answers the question why you are absent and when you are expected back
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Two-way integration between Vision 80/20 PAM and Lync
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A rich presence in Vision 80/20 is transferred to Lync
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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.
Optional presence in Lync  Rich Presence
Maximize your integration!
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Optional presence status activates rich presence in Vision 80/20
and forwards Lync extension to Voicemail, Spoken Presence or
Attendant.
Vision 80/20 Calendar Integration
A calendar integration
changes the status to “in a
meeting” and Vision 80/20
forwards the extension.
Vision 80/20 Attendant Client 1(2)
For professional and efficient attendants
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Increased queue functionality with extra functionality such as
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Expected waiting time
Number in queue
Skill-based routing
VIP queues
Advanced search with various options
(department, title, key words, skills, organization etc.)
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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
Vision 80/20 Attendant Client 2(2)
For professional and efficient attendants
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Flexible scheduled queues
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One schedule handles multiple numbers to queues
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Queue overview and pick calls from queue
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Call is routed back to attendant from extension with additional
information
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From voicemail or Spoken presence
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Busy
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No answer
Free Seating (SIP)
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In UCMA-integrations Attendants have to answer calls using Lync client
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See status of other Attendants
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Transferred calls are returned back to the originating attendant if not
answered
The queue in Vision 80/20 Call Server
PSTN
System Administrator
System Administrator
Vision 80/20 Attendant
Queue
Vision 80/20
Call Server
Vision 80/20 queue - possibilities
Queue options:
Overflows:
Ringtones and Position in queue
Welcome messages and
estimated waiting time
Queue
Another queue
Music on hold (only Windows)
Recording (only Linux)
Callback and Scheduled Call-back
(only Linux)
Emergency Message (only Linux)
Vision 80/20
Call Server
External number
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:
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No answer
Busy
Active rich presence
Redirects the call to:
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Attendant
Voicemail
Queue on a busy extension
(Voicemail included in service)
Technical sketch
Lync Call Forwarding
- without Spoken Presence
Voicemail
Incoming Call
With a standard Lync deployment only standard
voicemail message recorded by the user can be used
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Hence, the information and possibilities for the caller
is limited
To attendant
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To voicemail
Attendant
Lync Call Forwarding
- with Spoken Presence
”The person you
have called is busy.
Please press 0 to
wait or press 9 for
Operator”
Voicemail
Option 1
Voicemail
Attendant
Vision 80/20
Busy extension
Incoming Call
Option 2
Attendant
Option 3
Personal queue
Queue
Vision 80/20 Line state
An important part of Presence
PBX
Mobile
Operator
Line state
Mobile Line state
Vision 80/20
Users
Vision 80/20
Attendant
Fixed and Mobile Line state
Vision 80/20 Mobile Line state
All trends are pointing at increasing mobility – make sure your
mobiles are well integrated with your communications platform
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Mobile Lines state updates the Lync client and Attendant client with
your current mobile status
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Possibility to queue on a busy extension when a call is connected
from spoken presence or Attendant
Microsoft Active Directory integration
Simplify administration with Active Directory integration
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One or two-way integration
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Easy and cost-effective management of personnel changes
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Information always accurate and up-to-date
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Saves time and resources
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Eliminates need to enter data in parallel databases
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Creates new users upon installation - provisions the 80/20 database for most
effective Lync integration
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Automatically updates the Vision 80/20 database
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Minimizes error potential
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Users can suggest changes through web interface
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Built-in verification
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Users can review their data in web client
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Approved user change requests will update AD
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Automatic removal of former employees in Vision 80/20 database
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Normalization of extensions and other numbers (see speaker notes)
Microsoft Active Directory integration
Changes
AD Integration
Verification of changes
Users
Suggested
Changes
Administrator
Microsoft
AD
Synchronize
Vision
80/20
Approved
changes
Vision 80/20 Contact Center
Independent
of telephone,
PBX and
geography
Easy to
administrate
More than
200 satisfied
customers
1 day adm. training
1,5 h user training
Easy-to-use
web based
Contact Center
for efficient
customer
service
Mobile calls,
Fixed calls,
Lync calls,
Chats, Email
and SMS
Powerful
Statistics
Secure and
stable
Note! Requires Linux and SIP
Powerful Statistics
with Vision 80/20 Statistics
Take control with Vision 80/20 Statistics
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Comprehensive statistics on all calls (including Lync calls) , emails and chats
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Scheduled automatically generated reports
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Customized Reporting
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Flexible filtering and grouping
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Zoom up and down in data
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Visual reports
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Pie charts, graphs and bars
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Easy export of data (PDF, Excel or CSV-file)
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Web based
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Flexible assignment of permissions and rights
Available Statistics Reports for Lync
Vision 80/20 Auto Attendant
The market’s best Voice controlled operator
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Available 24/7
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20-50% fewer calls to the operator
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Four languages: English, Swedish, Norwegian and Danish
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Comprehensive statistics
Note:
Requires SIP-integration (see technical sketch)
UCMA - Lync Standard Edition*
(One server)
PSTN
Lync User
Mediation Server*
Vision 80/20 Attendant
Front End Server*
Vision 80/20
Call Server
for Windows
UCMA - Lync Enterprise Edition*
(Larger environment)
PSTN
Lync User
Microsoft Lync 2010
Mediation Server
Vision 80/20 Attendant
Vision 80/20
Call Server
for Windows
Microsoft Lync 2010
Front End Server
UCMA Integration
- with Spoken Presence
PSTN
Lync User
Microsoft Lync 2010
Mediation Server
Vision 80/20 Attendant
SIP required for
Spoken Presence
UCMA
Microsoft Lync 2010
Front End Server
Vision 80/20
Call Server
for Windows
UCMA Integration
- with Auto Attendant
PSTN
Lync User
Microsoft Lync 2010
Mediation Server
SIP required for
Auto Attendant
Microsoft Lync 2010
Front End Server
Vision 80/20
Vision 80/20
Call Server
for Windows
Auto Attendant
Server
UCMA Integration
- with Spoken Presence and Gateway
PSTN
SIP
Lync User
GW
Microsoft Lync 2010
Mediation Server
SIP
Vision 80/20 Attendant
SIP required for
Spoken Presence
SIP
Vision 80/20
Call Server
for Windows
Microsoft Lync 2010
Front End Server
SIP Hybrid Integration - with PBX
PSTN
PBX
Lync User
SIP
Optional
Microsoft Lync 2010
Mediation Server
SIP
Vision 80/20 Attendant
SIP
SIP
Vision 80/20
Call Server
for Linux
Microsoft Lync 2010
Front End Server
Packaging Vision 80/20 for Microsoft Lync
(UCMA-based Call-handling)
- pricelist items
Mandatory items
Recommended options
•Vision 80/20 Server
•Vision 80/20 Spoken Presence
•Vision 80/20 Call Server for
•Vision 80/20 Calendar Link Vision
Windows
80/20 AD Link
•Vision 80/20 Manager
•Vision 80/20 Voice mail
•Vision 80/20 Presence Link for Lync
•Vision 80/20 Statistics
•Vision 80/20 PBX Link for Lync
Packaging Vision 80/20 for Microsoft Lync (SIPbased call-handling)
- pricelist items
Mandatory items
Recommended options
• Vision 80/20 Server
• Vision 80/20 Spoken Presence
• Vision 80/20 Call Server for Linux
• Vision 80/20 Calendar Link
• Vision 80/20 Manager
• Vision 80/20 AD Link
• Vision 80/20 Presence Link for Lync
• Vision 80/20 Voice mail
• Vision 80/20 PBX Link for Lync
• Vision 80/20 Statistics
• SIP Channels
• Vision 8020 Contact Center
• Queue licenses
• Vision 8020 Auto Attendant
Estimated time of UCMA installation
*Preliminary* for Vision 80/20
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< 500 users
2 days
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Presence link for Lync
1 day
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AD Link
1,5 day
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Calendar link MS Exchange
0,5 days
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Statistics
0,5 day
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CDR
0,5 day
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Spoken presence
0,5day
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Attendant Client
1 hour
Preparation for configuration
To be defined
Estimated time of Hybrid installation
Please consult your sales contact
For system integrators
- Vision 80/20 Call Server
for Windows
Vision 80/20 Server
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Vision 80/20 server handling presence and
calls must belong to the same domain as the
Lync Server
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Requires Windows 2008 R2
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12 GB ram
Configuration on Lync side is needed and
Microsoft Lync 2010
Front End Server pool
Microsoft Active
Directory Domain
controller
access to the Lync environment is necessary
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So called Trusted Application endpoints need
to be created, one for every queue/number
that shall be handled by the system
Vision 80/20
Call-handling and
Presence Server
For system integrators
- Vision 80/20 Call Server
for Linux
Vision 80/20 Server
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Vision 80/20 server handling presence must
belong to the same domain as the Lync Server
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Requires Windows 2008 R2
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4 GB ram
Vision 80/20 Linux based Call Server is
handling the calls
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Microsoft Lync 2010
Front End Server pool
Microsoft Active
Directory Domain
controller
Vision 80/20 – PAM/
Presence Server
Configuration on Lync side is needed and
access to the Lync environment is necessary
Vision 80/20
call-handling Server
For system integrators
- Media Gateway
Media Gateway
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Normally used to enable external access for inbound and outbound
calls in a Microsoft Lync environment
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Note that the media gateway is not needed if external calls made by
Tala are setup with a specific number set as calling number.
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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
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See technical design
Language Support Linux and Windows
Supported languages:
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Danish, English, Norwegian and Swedish
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Finnish (But certain manuals lacking in the Finnish language)
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:
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In a call
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No Answer
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Lync extension is forwarded to a special destination in Vision 80/20 server
Lync extension is forwarded to a special destination in Vision 80/20 server
Active rich presence
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Lync extension is forwarded to a special destination in Vision 80/20 server
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
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
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.
FAQ – To think of
The need for Gateway
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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
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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
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 (Voicemail)?
A: We will look into this asap, however a schedule is not available today.
FAQ Miscellaneous
Q Fall-back?
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A: Linux platform handling calls has a fall-back server
A: Windows platform no fall-back
Q: Installation package?
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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)
– PAM
– Presence Services
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

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