what’s new in voice ocs 2007 r2download.microsoft.com/.../vribeirowhatnewinvoiceocs2007r2.pdf ·...
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What’s new in Voice OCS 2007 R2
Virgilio RibeiroUC Solutions Sales SpecialistMicrosoft
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Scenario Enabled
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Agenda
Response Group
Delegation
Office Communicator Attendant
Team-call Group
Audio Conferencing
Media Enhancements
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Response Group
Enable PBX replacement Offer all the hunt group and queuing functionality found in a traditional PBX
Provide compelling valueSupport some advanced features which require an ACD deployment in some solutions
Low TCO solutionSimple deployment and administration
Empower end-user to take on some tasks
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Response Group Positioning
Departmental solutionsInternal
helpdesksSmall CCs
Large CCs
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Departmental solutionsInternal
helpdesksSmall CCs
• Call Treatment
• Music on Hold
• Business Hours
• CDRs
•Critical business need
•Customer facing
•High call volumes
Basic PBX featuresSimple Huntgroup
Add-on ACD solutionFully featured
Additional licensing costs
Dedicated ACDHigh scale & high cost
Large CCs
Response Group Positioning
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Departmental solutionsInternal
helpdesksSmall CCs
Large CCs
Basic PBX featuresSimple Huntgroup
Add-on ACD solutionFully featured
Additional licensing costs
Dedicated ACDHigh scale & high cost
•Basic huntgroups•Agent sign-in/out•Various hunt methods
•MoH•Business hours
•Basic CDR
• Supervisor • Live views• Advanced CDRs
• High Scale & Availability• Multi-Skill Routing• Interop w/ LoB apps
OCS 2007 R2 Response Group
OCS 2007 R2 & Partner solutions
Response Group Positioning
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Response Group Topology
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Agent Configuration
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Group Configuration
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Queue Configuration
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Response Group Overview
Agents: taken from all UC Enabled users
Screen Pop: Call context & treatment delivered with incoming call
Aggregated presence on Hunt Groups
Basic Call Detail Records & Reporting
Groups:
Agent groups: Distribution Group or custom admin defined
Routing: Serial, Parallel, Longest Idle, Round Robin
End user managed settings on hunt groups
Queues:
Music on hold
Queue timeout / queue overflow action on first & last call
Workflows: Template based Call Treatment
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Response Group
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Agenda
Response Group
Delegation
Office Communicator Attendant
Team-call Group
Audio Conferencing
Media Enhancements
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Delegation
Delegate able to make and receive calls on behalf of delegator
Delegator establishes and authorizes delegate relationship
Visual and Email notifications of calls “made on behalf of…”
Multiple-delegate support and ability for delegates to configure delegator’s settings
Delegate client: Attendant
Delegator client: Communicator
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Agenda
Response Group
Delegation
Office Communicator Attendant
Team-call Group
Audio Conferencing
Media Enhancements
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Office Communicator Attendant
Stand-alone call management clientAn alternative client to Communicator
Optimized for call management, not collaboration: no video, Live Meeting, etc.
Accurate & rapid call handling and routing for front-line business professionals
Typically used byFront Desk / Reception
Administrative staff
Delegates
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Attendant Features
Single-screen UI for multi-call handling
Rich presence in contact list and groups
Integrated conversation history & rapid-reply
Confirmed blind transfer & call recovery
Conversation & contact categories, subject line
Templates for rapid conversation creation
Client-side Music on Hold
Repeat caller notification
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DelegationOffice Communicator Attendant
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Agenda
Response Group
Delegation
Office Communicator Attendant
Team-call Group
Audio Conferencing
Media Enhancements
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Team-call Group
User configurable team routing to enable group pickup-like functionality
Simultaneous or delayed alerting
Unanswered calls routed to team leader’s voicemail
Visual and Email notifications
Supports up to 25 team members
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Team Call Group
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Agenda
Response Group
Delegation
Office Communicator Attendant
Team-call Group
Audio Conferencing
Media Enhancements
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Audio Conferencing Scenarios
PBX Functionality
Bridge functionalitySimilar to that provided by ACPs
Audio Conferencing Provider (ACP) Functionality
Reservation-less bridgesDial-in number provided along with participant passcode
New R2 feature
Office Communications Server 2007
N-way conferencing“Conference” button on the desktop phone
Operator assisted callsHigh profile assisted conferencing events
Scheduled unattended
Ports are reserved for the conference
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Reservationless Comparison
Dial-in Conference ID
Authenticated user
Music on Hold
Conference
Dial-inParticipant pass code
Leader pass code
Music on Hold
Conference
Pass code
Typical ACP
OCS 2007R2
Music on Hold
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Differentiate with UC
Ease of useOutlook based scheduling experiencenon-UC participants can still join with CWA or phoneSimple roster control: drag and drop participants
SecureAD authenticationAdditional security options
Multi-modalitySeamless escalation to video and desktop sharingAutomatic handoff between PC and phoneCWA dial out experience …more coming
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Live Meeting Integration
Meeting Dial-in InformationCopy/paste support
Multiple, configurable languages available
Also included in email invites from Live Meeting client
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What Does It Take?
OCS deploymentInfrastructure to support audio conferencing functionality
Conferencing Attendant (CA) and Deploy Conference Announcement Service (CAS) automatically deployed on the Front EndCWA server
Access to PSTNMediation serverBasic gatewayAccess numbers
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Deployment
Assuming no number portability
CA scale requirements: 8-core 2.33 GHz, 4 GB RAM, 500 calls
Large Branch Office
WAN
PSTN
Data Center
Advanced
Gateway
CWA server
Edge servers
EE Pool w/
CA & CAS
Hosting:
+14256051040
18006051040
+861027883989
Terminating:
+14256051040
18006051040
SE Pool w/
CA and CAS
Advanced
Gateway
Hosting:
+16177058000
+12126068000
Terminating:
+16177058000
+12126068000
Small Branch Office
Advanced
Gateway
Terminating:
+861027553989
Off-net
On-net
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Dial-in Conferencing Configuration
Globally manage access numbers
Add a numberSpecify supported languagesAssign to pool
Define multiple region (location) profilesManage access pin policy per pool
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Dial-in Conferencing Information Page
A web page that providesCall-in phone numbersPIN managementReservation-less meeting entry information
Hosted on CWA server Uses Integrated Windows Authentication (IWA) and forms-based authentication
Linked to fromOffice CommunicatorConferencing Add-In and meeting invitations
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Dial-in Conferencing
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Agenda
Response Group
Delegation
Office Communicator Attendant
Team-call Group
Audio Conferencing
Media Enhancements
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Additional Voice Enhancements
ResiliencySIP: OC transparently reconnects when FE fails
RTP: Media maintained on pool disconnection
Normalization rulesOptimizing IP phone dialing experience
Per-user location profilesAdditional granularity
Eliminates Exchange UM integration pain point
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The Microsoft Media PlatformRobust audio/video processing
Forward error correction and error concealment
Time-warping jitter buffer control
Dynamic Adaptation to real-time network conditions
Optimizes the audio that gets into the packetNoise suppression
Automatic gain control
Acoustic echo cancellation
Advanced Network LayerNAT/Firewall traversal
Secure RTP
Measurements and reporting of user experience
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Media Enhancements in R2Audio improvements
AGC: Improvements to Voice Activity Detector, increased robustness to typing noise
Echo: improved AEC (improved power to eliminate echoes, improved robustness against bad devices)
Greater interoperabilityImplementation of Comfort Noise Generation according to RFC 3389
Implementation of latest STUN/TURN protocols, ICE V19
Latency improvementsSupport for early media
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Summary
Response Group ServicePresence integration, flexible routing
Easy to administer
Delegation
AttendantGreat user experience
Improved productivity
Audio Conferencing
Enhanced media experience
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… continuedVideo improvements
Supports VGA (640x480) and HD (1280x720) @ up to 25 frames/sec in P2P calls
Video settings under control of UC Admin
Quality & DiagnosticsDevice-level enhancements to HW & SW.
QoE Server includes Video, GW leg of the Mediation Server
Ability to stitch different call legs into a single report
In-call diagnostics to report on network impairments, network bandwidth limitations and bad devices
Enhancements to reports to the QoE Monitoring Server
ToolsOCS Media Traffic Analyzer Tool
PC4UC Health Check Tool
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© 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.