5. Unified Communications (UC) is a commonly used term for the integration of disparate communications systems, media, devices and applications. This potentially includes the integration of fixed and mobile voice, e-mail, instant messaging, desktop and advanced business applications, Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, voice-mail, fax, audio video and web conferencing, unified messaging, unified voicemail, and white boarding into a single environment offering the user a more complete but simpler experience. The largest single value of UC is its ability to reduce " HUMAN LATENCY " in business processes. Unified Communications?
6. IP Network | Telephony | VOIP | Desktop Software | Mobility | Security | Presence Applications UC Applications
8. Conversed Applications? SM receives a Call from Customer SM dials a hunting number SM authenticates himself and accesses the SFDC system SM speaks out the Account name SM now can update the a/c status, add a/c information, record a voice file SM disconnects by hanging up SM talks to the called in party Voice Mail gets appended to the activity history along w/ transcribed text file Sales Manager gets back to his desk and opens up SFDC and he can now listen to the voice recordings as well as read the text files.
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10. * Marked companies caters to multiple categories HP Accenture Dimension Data Spanlink eLoyalty Citrix WebEx Interwise Polycom Sonexis AVST Active Voice Adomo Esna Plus all telephony providers Oracle* SAP Siebel Vertical apps AOL IBM/Lotus* Google Microsoft* On-State Orative Tello Yahoo Skype Alcatel Avaya Cisco* Inter-Tel Inter Intelli Mitel NEC Nortel Shoretel Siemens others SIs, Other Conf’ng/ Collab Voice Messaging Business Process IM/ Email/ Presence and/or Search Telephony Categories & Players
11. CISCO Vs. Microsoft Recent acquisitions of Audium and Metreos Speech Application Language Tags (SALT), .NET Application Development Broad range of low- to high end phones, wired and wireless, third party Third party IP Phones CallManager, CallManager Express Office Communications Server (OCS) Call Control None Exchange 2007 E-Mail Server IP Contact Center (IPCC), IP Contact Center Express (IPCCE) None Contact Center Unity, Unity Connection Exchange 2007 Unified Messaging MeetingPlace, Telepresence, MeetingPlace Express (MPE) Live Meeting Conferencing Applications Cisco Unified Presence Server (CUPS) Live Communications Server (LCS) Presence Server Cisco Unified Personal Communicator (CUPC) Microsoft Office Communicator (MOC) Desktop Clients CISCO Microsoft Product
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16. Recent research indicates that in order to become more agile the vast majority of companies are currently making significant changes to at least one business process . The research also indicates that while a wide range of business processes is currently being re-engineered, there is a particularly strong focus on re-engineering any aspect of business that touches the customer . Additional research shows that the factor most likely to cause a company to re-engineer its business processes is the emergence of new, enabling technology…. CUAE, SALT Tags, .Net Framework Business Value of Converged Applications
25. Streamline business processes by building full-features applications for converged voice, video and data networks using the first integrated, end-to-end runtime and development platform for unified communications - Extensible provider network shields developers from voice complexity - Abstraction layer simplifies and provides flexibility in telephony protocols - Framework reduces training and development time - Virtual machine layer separates application logic from core call routing Single standard application container (Similar to a J2EE application server but for IP communications software) provides a common platform that developers, quality assurance, and operations staff can share to manage the reliability, scalability, capacity, and performance of all packaged and custom unified communications applications. What CUAE Does?
56. Salesman is talking to the customer from his SFDC Accounts page Salesman gets the different status of consultants available at that hour Salesman now proceeds to organize a conference with the client, himself and the consultant by clicking on a toast in the SFDC account page. He wants to know if any consultants are available and if so than in what mode (Presence Information) Empowering SFDC Users with Presence
57. Business Problem: Takes too much time for expensive analysts to conduct routine client communications. Here the analyst is dialing out and finding the different states of the called in party phone himself. He is leaving voice mail messages himself. Customer Case Studies - Lehman/QuickDial
58. Business Problem: The financial analyst is now directing an predictive dialing platform to dial out from a list compiled on the basis of a business parameter. The system identifies the status of the dialing party and accordingly takes an action. The system connects the call back to the financial advisor only when there is a human voice at other end. Customer Case Studies - Lehman/QuickDial
63. TRANSACTION INTERACTION Club for frequent customers to stay in touch Send text/voice message depending on their visits Initiate action through the same message for orders Send message to the customer when the order is ready Automatically debit the account of the customer and place the slip. Retail
73. Provide and end emerging CISCO Developer Community with the necessary materials and knowledge to effectively utilize the CISCO Unified Application Environment to build, deploy and administer innovative applications that converge voice and data. Training Plan
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Editor's Notes
It is a pleasure having you all to discuss the future of Unified Communication or as such communication itself. It is indeed a enlighten journey for us in the past one year since we are associated with CISCO and working on CUAE, the platform that in it current release is taking its rival development platforms head-on as well as scoring head and shoulder above all others in developer friendliness. This UC offerings primary reason for existence may be to allow developer the complexities of telephony while developing a application and allow all of us the opportunity to qualify demand, deliver benefits to our clients and in the way build functionalities. Today we are going to talk about the CUAE and creating VOIP applications. Also we will during the first session set the tone for the next 2 days agenda with respect to this particular training. Also we will set the tone here in the first session to be more business oriented thus emphasizing on getting a business view of Unified Communications VS. technological challenges. The later part will be increasingly dealt with in the coming two days of the training. Questions I need to Ask myself How exactly the abstraction of telephony protocols works? SONA? SOA and SONA difference? What all are supported in CUAE today?
This presentation will be broadly divided into segments like Business value of application development 2)CUAE demonstration, how to build and deploy an application. 3) The next segment will be about customer experience.
Ex: Les White and the Logging out problem. What is Unified Communications: Unified Communications (UC) is a commonly used term for the integration of disparate communications systems, media, devices and applications. This potentially includes the integration of fixed and mobile voice, e-mail , instant messaging , desktop and advanced business applications, Internet Protocol (IP)-PBX, voice over IP ( VoIP ) , presence , voice-mail , fax , audio video and web conferencing, unified messaging , unified voicemail , and white boarding into a single environment offering the user a more complete but simpler experience.
UC consists of the following components: • IP network: An IP network is required to deliver the information and communications to users. IP is the only protocol that is scalable and simple enough to make the vision of UC a reality; it will be the common network for the deployment of all communications systems. • IP telephony/VoIP: VoIP is a component of UC, but many consider it to be the most important and core to any UC strategy. Most organizations Yankee Group has interviewed on this topic have stated that a solid, stable VoIP infrastructure is required, and then the other collaboration tools will be integrated into this architecture. • Desktop software: The desktop software includes messaging software, conferencing applications (voice, video and web), soft phones, e-mail clients and other communications tools used by end users. • Mobility: The concept of UC is to replicate the user experience regardless of location. This might be in an office, a hotel, an airport lounge or anywhere a user may have mobile phone service. • Security: The security aspect of UC cannot be underestimated. Because of its distributed nature, security must be built into the design of UC. • Presence information: This is the ability for users to understand another user’s availability and willingness to communicate over a variety of devices. This is common today for instant messaging applications, but it will quickly be used to understand a user’s status on phones, wireless devices, video conferencing and other collaborative tools.
This is what Parsec has done.
Categorization of UC players like: Siemens and Nortel CISCO and MS IBM and Oracle
Ex: Accessibility example of the AFPA
Here we will focus on one such emerging technology, Unified Communications. It will explain how companies in three key industries are implementing Unified Communications and describe the resultant business benefits. Unified Communications is an emerging class of applications and services designed to improve communications within the modern organization—to keep workgroups connected, enable them to collaborate effectively, and streamline business processes. Unified Communications is being used by many companies to enhance business processes in large part because it enables effective collaboration independent of the participant’s location, preferred communications device or communications mode.
Ex: Ware House Manager, Hospital – Doctors on the move and the Oxygen Cylinders True investment in VOIP and CISCO enabled infrastructure which can streamline business processes. The application and communication infrastructure requires human interactions like to make decisions to provide authentication, to give authority to make application work, is not as streamlined as desired. Integrating voice and data into applications that leverage the best of both the worlds.
Ex: Les White, Doctors and of course our ware house manager Applications can themselves transform business processes & improve communication thereby creating competitive advantages.
Ex: HMP earlier failure and recent acceptability in CUAE at cost reduction , Mobile Executive setting task for subordinate at Transform Business Process , That’s the main catch….Transforming Business Processes…….That’s where the real value addition is and the benefit lies.
Ex: Parsec’s problem with licensing Customer have to solve this problem and the best way to solve this problem is to use a single run time environment that have the end to end capabilities to address them. In this scenario isolation of the switch is an important aspect of the functioning of the applications. Along with it comes the improper usage of protocols and the issue of licensing. The issue of licensing is different with different vendors but the underlying fact it is never easy. I was entrusted in establishing a development lab and during the process almost burned the relationship with my CISCO A/C manager. DISA - Defense Information Systems Agency DISA (Data, Integrity, Security, Administration)
Another important aspect is the Application Lifecycle management. In the data world The applications go though the general cycle of inception, elaboration, construction and implementation followed by maintenance In case of voice application though the same needs to be followed and to do that there was no tool before CUAE. By using this the application idea to implementation time can really be reduced without compromising on quality.
Ex: For a voice component in a data application everything needs to be made from scratch. Decision to use emerging standards like SIP or SCCP is made by the development environment itself as against the developer.
The idea is to have a common platform to build, deploy and manage custom applications.
Ex: The Voice Integration Point is exactly what the CUAE address to bring the voice world to the data world and the data world to the voice world and provide a single source of enterprise to leverage the investments. Media Server Application runtime environment Visual designer Management aspect of CUAE Bringing it all together enabling truly unique enterprise applications to be build, deploy and manage. So leveraging voice into data and data into voice.
Ex: AFPA, Travelling FA at Flexible platform responds The rationale for that is again addressing the three domain of the enterprise itself, as they look to justify the increasing purchases in infrastructure.
Where CUAE fits into the CISCO SONA framework. Here in the diagram you can see the Applications sitting between the enterprise applications and the network application and running in its own run time environment and application server. Here the idea is to leverage the both taking network based responses and interacting through web services with the enterprise applications like ERP and CRM. That is by taking the old telephony features like call control, call routing, text to speech and digit recognition along with new network features of presence, location and mobility and combining them with enterprise applications. The aim is to converge both and justify the investment in applications as well as allow the enterprise to leverage both. The layers are defined as follows: • Network infrastructure layer: This is where the physical infrastructure resides. This layer includes all of the network equipment, computing hardware and clients that live across the enterprise. It will create a converged IP network foundation on which to build. • Infrastructure services layer: This layer is an extension of the virtualization model toward which most computing vendors are working. The concept is to create several virtual shared service pools that can be resources for the applications that sit above them. Security, mobility and storage services are examples of these virtual services. Voice and collaboration services are specific to UC. • Application and collaboration layer: All of the business and collaborative applications exist in this layer. The applications draw resources from the services layer below it. The collaboration applications such as unified messaging, presence, contact center and conferencing are the focus of the UC vendors. The Cisco Service-Oriented Network Architecture (SONA) is an architectural framework that delivers business solutions to unify network-based services such as security, mobility, and location with the virtualization of IT resources. With SONA you can take advantage of a wide range of Cisco products, expertise, proven designs, and services, aligned with those of our partners, to help you build an innovative, competitive enterprise.
Very small learning curve and a single place where the entire life cycle can be managed. The abstraction from network changes from time to time is to help maintain the application themselves and shield the developers.
A runtime environment which leverages the ability of the bottom blue box and does media processing itself and made it to that env. is extremely important Place for policy and runtime logic to control the appl. Env and media processing Virtual machine that running and preserving the integrity of the logic of a single appl. And to multiple instances of the single application. Protecting dial tone and the reliability of the dial tone and provide easily use and managed ways to attack issues raised with application logic.
Application canvas. Tool kit: extensibility of the platform, media services, IP phone services, db services, web services, communications and API extensions,
Those on the BD side this will give an idea of how easy and flexible it is to build an application and those on the Development side who will stay for the rest of the course an idea of what to expect of the coming two days. Call Flow Conference Exception handling
Got request is chosen….because it will work on HTML Inbound scripts are also available.
Assign values to variables…..Ph no, message and other parameters which are generated by the users. On the right hand there are a list of tool boxes from which we have chosen the Application components and Assign component. There are other components that we can chose from too like DB, Call Control etc. You can write a provider and also add to the project.
With sanity check
Logical branching out or flow control
Sideways the conference parameters are shown
Send response sends a response to the web page that either the conference is successful or it is not successful. So that the viewer of the web page gets an updated status.
Exception handling. If the call fails than it will end the script and return appropriate message to the user.
If the two parties in conference hang up phones than this will end the script and the license will free to be used further.
In the previous segment we had seen how to build a sample application using CUAE. In the previous section we had already covered the architecture of CUAE and the SONA architecture from CISCO.
The application env. it self can be integrated with a variety of applications in the enterprise. Let us be enterprise deployments like Oracle, Sap or IBM or for that matter any enterprise wide deployment of ERP and CRM. The application itself is interoperable with majority of middle ware like websphere, weblogic etc. and is used to get the maximum out of mobility solutions.
This is what can be done.
This is how the benefits are accruing to existing customers. Here Lehman brothers are using a system called Quick Dial. The analyst will be using this system to pass on important trading information to the customers. Here are two sets of information one is trading info and the other is customer info, when this two matched the analyst dials out the customer number and pass on the information. Multiple no of times the analyst will hit voice mail and the entire process does not seem to be streamlined. Enters CUAE and CISCO UC applications. Here the analyst is not dealing with customer information and it is getting automatically stored and dialed from the interface itself. A live voice is required when there is some live voice at the other end of the line else the CUAE application will pass on the voice mail message automatically.
Look up customer contact information and handle that by the system automatically. Here the analyst decides on a set of messages to be delivered and asks the application to gather customer data based on certain parameters to develop a queue for predictive dialing. Once the system starts dialing that and submit information to the voice mails and once there is a live voice the analyst is going to use the same data to talk to that choice so that adding value real time and giving sufficient assurance to the customers to trade with Lehman Brothers. Goal is all about business process change.
Interaction based approach will allow to It enables them to use important information about customers in the sales process and acknowledge specific customers when they shop. It also can be used to enhance service, improve support and develop marketing promotions. For example, Subway is planning to create a club for frequent customers and use Unified Communications to stay in touch with those highly valued customers. Les White, CEO - Zeus Nestora
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