communication enablement in a multi-vendor environment · communication enablement in a...
TRANSCRIPT
Communication Enablement in a
Multi-Vendor Environment
Charles Luther, Oracle
David Raanan, Starfish
1400: Communication Enablement in a Multi-Vendor Environment
Session Agenda
• Problem Statement– Communication-enablement with multi-vendor UC
• Oracle Solution– Oracle’s Hyper-Connected Enterprise Architecture &
Communications Middleware Solution• Including Oracle’s Converged Application Server (OCCAS)
• Starfish Solution– Vendor Agnostic Click-to-Call (OCCAS app)
• Desktop Integration
• CTI Drivers
• API
• User Profile Directory
In this session you will learn about:
• Oracle Communications Extension Group
(comms middleware) product portfolio
• Starfish applications & plug-ins for Oracle’s
communications middleware portfolio
• Starfish + Oracle comms application use cases
Oracle Application TechnologyWidely Deployed in Fortune 500
Cloud & Premises
• Fusion Middleware
• Weblogic
• Java
Mobility
• Oracle Mobile Application Framework (MAF)
• Oracle Mobile Security Suite
IP Communications
• Hyper-Connected Enterprise Solutions
• Oracle Communications Middleware
Wide UC/CC Vendor Interoperability, including support
Oracle Solutions Are Vendor Agnostic
Oracle Hyper-Connected Enterprise
• CONNECT people• SECURE interactions• CONTROL information
• Streamline processes
• Improve collaboration
• Enhance customer
experiences
CommunicationsEnabled Apps
CloudServices
MultivendorCC/UC
Communications Infrastructure
Deploy a Layered Communications Architecture
• Centralizes
services and
policy
enforcement
• UC vendor
neutral
• Open,
scalable and
extensible
Business Apps
Contact
Center
SIP Trunk
Services
Remote
WorkerWeb
Apps
Access
Core
Converged Services
RoutingNormalization
Control
SecurityInterworking
QoS
Critical Infrastructure for the Hyper-Connected EnterpriseCommunications
Extension Group
(Comms Middleware)
Highly Collaborative
Work Environment
Real-Time and
Social Integration
Embedded and
“Process Aware”
Unified, Personalized
Customer Experience
BUSINESS/SUBSCRIBERS REQUIRES
Open, standards-based
Virtualized - cloud
Portable
Multi-threaded
Container
Rapid time to market
IT App Servers
Reliable
Scalable
Interoperable
Protocol driven
Managed sessions
Highly adaptable
Telecomm App Servers
Convergence of IT and Communications
$
Open and Reliable
Virtualized and Scalable
Portable and Interoperable
Threaded Adaptable Protocols
Managed Session Containers
Rapid Time to Market
Oracle Communications Converged Application
Server
Oracle’s Communications Middleware
• Communications Extension Group products include:– Covergence Application Server (for enterprise app dev)
– Application Session Controller (media control with apps)
– Service Gatekeeper (for API exposure)
– WebRTC Session Controller (for WebRTC deployments)
• Designed to integrate business apps & UC/CC– Enable business apps to access & control UC
– Simplify multivendor communications
– Enhance contact center Cx
How Customers Are Leveraging Our
App & UC/CC Solutions
Oracle OCCAS (Converged Application Server)
• Used for enterprise UC & contact center app development
• Key features– Converged Java EE, SIP/IMS
application server
– Wide range of app support for third-party call control, conferencing, etc.
– Standards Compliant - Java EE, SIP Servlet, SOA, and 3GPP IMS, Media
– Highly scalable & fault tolerant
Starfish’s Usage of Oracle’s OCCAS
• Starfish leverages OCCAS to provide vendor
agnostic Click-to-Call capabilities & generic API
for comms-enabled business processes (CEBP).
• OCCAS’ native functionality is augmented by
embedding Starfish vendor-specific CTI drivers
in the platform.
Vendor Agnostic Click-to-Call Features
• User experience is fully integrated with Microsoft Office
applications and web browsers
• User profile directory associates users with their specific
communication servers
• OCCAS makes the service available enterprise wide, from
any desktop with any UC system
• Users within the corporate network get extended functionality
(full device control) through the CTI drivers
• Users outside the corporate network get Click-to-Call
functionality through SIP connection to the PSTN
C2C Client
OCCAS
User Profile
Directory
MS Office & IE
Add-Ins
C2C
Server
Web Sockets
Client PC
LDAP
Corporate
Active Directory
LDAP
Cisco
CTI Drivers
SIP
Cisco UCM
Avaya
CTI Drivers
JTAPI
Avaya AES
TSAPI
Simple API
Vendor Agnostic Click-to-CallClick-to-Call application runs in the background with an icon displayed on the task bar - Clicking on the icon displays the UI
Vendor Agnostic Click-to-CallSeamless integration with Microsoft Office enables Click-to-Call
from Word, Excel, Outlook, PowerPoint and Lync
Vendor Agnostic Telephony API
The Click-to-Call API exposes a simple to use JavaScript
library that can easily be leveraged in apps to make &
control calls
// Create and instantiate CTI objectvar ctiObject = new CTI(configuration);ctiObject.start();// Make Call requestctiObject.makeCall(source, destination, function(result, message) { /* your code here */ });
Vendor Agnostic Telephony API
The API can be easily
used to generate
telephony enabled
pages like this sample
demo
User Profile Directory
• User profile directory is populated by a sync engine that
retrieves & consolidates data from comms servers,
enterprise directories, and databases
• The consolidated data represents an authoritative
mapping of users to their telephony resources
• When a Click-to-Call client registers, the user profile is
used to determine which system (and therefore which
CTI driver) to use and what is the principle line for the
user
Using User Profile Directory for ECB
• For ECB, the sync engine collects routing information
from Avaya, Cisco and Microsoft communication server,
associating users, extensions, DIDs, IP addresses of the
servers and other data elements.
• The resulting directory is an effective enterprise wide
routing data store.
• ECB taps into the user profile directory to make routing
decisions.
Starfish Integration with Oracle’s Portfolio
• Starfish has integrated with multiple Oracle enterprise
platforms including:
– OCCAS: CTI drivers and desktop integration
– ECB: User Profile directory for call routing
– ASC: Custom application development
• Proven Oracle Partner Network member
• Common Starfish + Oracle solution theme:– Apps & comm enablement with multi-vendor UC
Thank You for Attending!
Please remember to complete
your evaluation of this session in
the CONVERGE2015 mobile app.
1400: Communication Enablement in a
Multi-Vendor Environment