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Uc and enterprise 2.0

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Unified communication is still to mature and the topic of enabling it with Web 2.0 or Enterprise 2.0 technologies could seem far fetched. But just as the way several technologies have got into the …

Unified communication is still to mature and the topic of enabling it with Web 2.0 or Enterprise 2.0 technologies could seem far fetched. But just as the way several technologies have got into the enterprise like say the intranet itself, from the public domain, the Web 2.0 would make it to the enterprise sooner than later.

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  • 1. UC And Enterprise 2.0WIPRO TECHNOLOGIES
  • 2. What Next ?? …this is a frequent poser. There is a lot of churn in technologies as itis, but added to this, there is a churn created by a rather demanding community.But we have to admit that it is a good trend to have churn in technologies andsubsequent adoption of it by industry. Enterprise 2.0 ( used interchangeably withweb 2.0 in this paper ) is in simple terms the on-premises version of Web 2.0, thetechnology that gives us inter-twined mashups of applications as a result ofadoption of technologies like Javascripts, XML/Webservices. What we then haveis a much richer browser client that matches up with traditional desktop clientapplications. What if you were able to access your corporate emails throughbrowser and be able to call, chat, conference with a particular contact name thatappears part of text in email ? What if you were able to see his location currentlyon a google/yahoo map ? Read on…. WIPRO TECHNOLOGIES
  • 3. What Is “UC Blending With Web 2.0” ?Unified Communication 2.0 is another acronym synonymous with the Web 2.0 references, but more alignedwith communication related use cases. Rich internet client applications enable better user experience forunified communications subscribers by way of providing a innovative mashup of different contextualpossibilities such as :• A user viewing emails on any browser can have names of contacts hypertexted allowing for either making a IM, voice call, video chat just by doing a mouse over or right click. The presence status of the contact may also be displayed.• Java Script come into action to allow a persons location to be shown against his name appearing as part of email or IM text by way of accessing Google Maps APIs.• Several contacts can be dragged and dropped into a conferencing widget in the Web browser based client interface to immediately trigger a presentation session hosted on any popular Web enabled conferencing solution.• A document received through email can be saved into a content management system workflow created to handle the documents life cycle involving reviews, submissions.Evolution Of UC And Blending With Web 2.0Unified communication has evolved to an extent that users have become more inclined to employ the “data”based communication methods first like IM, rather than voice call or email. New generation of users are usedto announcing their preferences, tastes and conduct their communications with twitters and blogs. Email isnot a preferred method for communication for new generation users. Hence enterprises are inclined (orforced) to adopt blogs, wikis, tweets inside enterprises. Web based Enterprise portals and ContentManagement Systems provide these features for in premesis ( enterprise ) usage. These systems expose APIsthat help blend or mashup with communication client applications leading to interesting use cases aroundcollaboration. So a Web enabled UC engine integrates well with applications on other platforms and contentmanagement systems which are Web 2.0 enabled. Making available presence information in contentmanagement systems, blogs and wikis gives way to innovative possibilities and ultimately the users can getwhat they want and can have proprietary widgets that they can lay out according to personal choice, tastes.The users can have an all inclusive single front end that provides all needs at one place.Java Script allows for client side processing enabling richer browser experience. Java scripts combined withXML, Webservices and JSP provide for rapid development of widgets that can be created by individuals orenterprises addressing particular communication or collaboration needs. These widgets can be made availablefor download through enterprise portals allowing enterprise users to make best use of prevalent Web 2.0technologies. WIPRO TECHNOLOGIES
  • 4. Benefits Of UC 2.0The enterprises can realize the following benefits by deploying a Web 2.0 enabled UC.• Collaboration Benefits : Better collaboration and team work amongst the employees /staff of the enterprise leads to better productivity and quality of deliverable entity. Web2.0 enabled mashups provide hitherto unseen blending of scenario with communications leading to unprecedented speed of job execution and fulfillment. These benefits give a different dimension to the concept of return on investment ( ROI )• Effective Communication : The fact that the targeted person can be reached through any means or modes of communication provides for a reliable and definitive reach. The speed of communication is definitely enhanced due to the multiple modes and mashup possibilities leading to several different actions invoked from a common client/interface. The speed and effectiveness of communication leads to business agility.• Cost savings : Organizations benefit by cost savings as a result of increased collaboration amongst people working remotely. There is lesser need for people to travel across and video enablement of collaboration leads to even more effective communication. Moving to a predominantly Web based infrastructure leads to considerable dip in maintenance and license costs owing to reduction in thick client components. Adopting open source wherever applicable adds to the savings on capex and opex. Communications happening over IP networks both in LAN and WAN significantly reduces costs as there is one common network for both data and multimedia communication. Besides there is enough scope for leveraging open source for some of the functions that leads to further cost saving.• Fosters Innovation : Creative and innovative employees can develop any widget that helps the company’s business and put it up for download in a common portal. Since the Web 2.0 technologies - Webservices, xml and javascripts aid rapid deployment of apps, the innovation reaches the employee work force quickly leading to cascading of innovation spirit in the organization. Creative and energetic workforce help deliver business results• Employee Satisfaction : Employees, especially the new generation ones, are used to social networking, blogs, wikis, Chats, etc. They are bound to expect similar environment inside enterprises at work place and would not be happy to just use the email, phones as means of communication. Satisfied employees quickly translates to increasedproductivity, loyalty and reduced churn – ultimately benefitting the enterprise.Key ChallengesSome of the key challenges for adoption of Web 2.0 principles integrating with UC are listed and explainedbelow.• Issue with company vision – Since integrating UC with Web 2.0 is a very new development and would not in all probability have found a place in a company’s vision as far as technology goes, it is a challenge to get everybody to be convinced to go the Web 2.0 way.• Behavioral challenges - While the new generation employees would be familiar with the Web 2.0 features and social networking, the older lot would find it difficult to connect with the new terminologies, features and front ends. Getting a uniform approach for roll out and acceptability is a challenge. There are other challenges with respect to opening up of the network for information hitherto kept private and how the WIPRO TECHNOLOGIES
  • 5. reach and speed with which information can be shared can prove to be a challenge in certain unforeseen circumstances.• Technological challenges – Technology shift from traditionally using thick client based applications to adopting a predominantly Web based approach where all communication interfaces are based on the browser – may be phenomenal. CIO Personnel need to get used to this shift and provision for increased bandwidth in the network as employees would use these interfaces with rich multimedia support more freely and often.• Business Case - Enterprise would consider it as a challenge to come up with a business case to transition to Web 2.0 technology. However since the capex investment is not significant as when compared with other developments – this is not insurmountable. ROI / TCO tools need to evolve soon to include parameters that are specific to Web 2.0 and UC.How Does UC 2.0 Work ?UC 2.0 brings the benefits of AJAX technologies to Unified communication clients enhancing the userexperience. The key enabling technologies are :• JavaScripts - This bit of code is downloaded to the client and gets executed there in order to typically show up enhanced UI features rich enough akin to desktop applications. The added overhead of installing and upgrading client side apps is avoided. The server side is typically coded in Java, C#, C/C++, PHP and handles the overall business logic as well as any integration with systems like SAP, ORACLE. The Javascript code can do just about anything that the library supports on the client side and be able to make adhoc requests to server for delivery of certain content ( typically through XMLHttpRequest object ). Tools such as Google Web tool kit helps generate javascript code from java code which the user codes making it convenient for the programmer.• XML/Web services : XML and Webservices implemented as part of SOA allows nodes/programs to access rich information in the Web like Google, yahoo etc. These technologies also help integrate disparate systems like apps running on SAP, Oracle, Peoplesoft with Web application servers rendering content to clients. XML formatted data / definitions allow standard access to API’s in connected systems such as communication application servers and SAP.• Application mashups : Events generated on the client side ( like mouse overs, clicks…) can trigger certain other applications to deliver content to be displayed on client side. The event handlers on client side implemented as part of javascript code can trigger servlets to deliver related information like say delivering google maps with desired location highlighted.The above technologies and concepts can be put to use in an unified communication environment byimplementing these into communication servers and clients ( email / collaboration servers, desktop clients,browser clients, soft phone clients ). Client side mashups can trigger the local desktop applications throughevents generated on javascript supported browser clients. Several widgets can be placed in the integrated(meaning supporting voip call, email, IM and collaboration ) Web based client that can accommodate drag anddrop features and mouse-overs to give a rich experience to the user. WIPRO TECHNOLOGIES
  • 6. Pooja Rahul Krishna Rahul is away on IM. Pooja sends an email with the design document to review 1. Email Rahul comes back to desk, goes online, checks his mail. Rahul’s presence state is updated in Pooja’s buddy list. On IM : Pooja : “Rahul, can we review the design 2. IM document” Rahul : "Let me review and suggest changes” Rahul sends email to Pooja with the comments on the documents. Asks Pooja to call him back 3. Click-2-Call Pooja calls Rahul They review the document over phone and decide to bring in SME Krishna into the call Krishna’s state is Do Not Disturb on IM. 4. Location Check Rahul moves the mouse over Krishna contact address and checks the map pop up to be sure he is in town and in office 5. PBX Feature With a click on the Unified inbox Rahul calls Krishna Figure 1 : Scenario - 1Sample ScenarioThe blending of Unified Communications and Web 2.0 concepts is best explained through a sample scenario. Inthis scenario the employees of an organization – Pooja, Rahul and Krishna are each using a Web based UnifiedCommunication front end for accessing primarily email but as the scenario indicates there are widgets andmashups built into the client interface that allow for a myriad variety of interactions and applicationinvocations . ( Please note that references are made to the figures and the numbers refer to the flow stepnumbers indicated in the figure. The flow step numbers need to be followed and the appropriate figuresreferenced. )1. Pooja needs to get a document reviewed and she checks on IM to ascertain the availability of Rahul. Rahul is shown as “Away” in IM and hence she sends an email with the document attached. Rahul comes back to desk and goes online, checks his email.2. Since Rahul is now available online, Pooja requests Rahul to review. Rahul does the review and sends the comments back to Pooja.3. Pooja Calls Rahul through a click to call option – by right clicking on Rahul contact and choosing the call option. This action invokes a soft phone to come up on the desktop for making the call. Pooja could also click on Rahul’s phone number to make a call. The javascript and event handler takes care of invoking the WIPRO TECHNOLOGIES
  • 7. associated and registered soft phone to be bought up on desktop. This association is determined through the Registry. Pooja and Rahul discuss the comments and find the need to include an SME Krishna into this call. Krishna’s state is found to be “do not disturb” as seen in the IM client.4. Rahul moves the mouse over Krishna’s contact in the contact information tab as part of the UC front end client and immediately is able to see the location map come up with a balloon indicator showing the current location of Rahul. In response to a mouse over event the event handler javascript invokes a google or yahoo map HTTP request with the parameters indicating krishna as a contact. The map provider is able to superimpose the last updated location from Krishna’s GPS enabled phone and return the map to the javascript handler for showing up as a separate window with Krishna’s location highlighted. Rahul realizes from the location information that Krishna is very much in office and not traveling or on road.5. Rahul calls Krishna through a click on Krishna’s phone number in the contact Pooja Rahul Krishna Voice mailbox 6. PBX Feature Routes the Unified Inbox voice mail to unified inbox 7. Email, Voice Mail, Krishna listens to voice mail IM in Unified Inbox from his mail box and sets his state to online Rahul quickly types a short email and 8. SMS Widget drag and drops it into SMS widget bulk into the UC inbox client Figure 2 : Scenario - contd.6. The call lands on the voice mail of Krishna and Rahul leaves a voice mail.7. Through the support for Unified Messaging, the voice mail is available in the UC client inbox of Krishna as a wave file attachment. Krishna listens to the voice mail and then sets his status in IM as online.8. Meanwhile due to the urgency, Rahul also decides to send an SMS to Krishna. He quickly types a short email with the focus on keeping it short in order to be able to make it through the SMS ( less than 150 characters ). The UC client interface of Rahul has a SMS widget installed and he just drags and drops the email typed into the sms widget. The javascript code associated with the widget is able to separate out the attributes like to, from and the message body. Rahul’s companyhas tied up for a service with a SMS gateway provider, whose gateway does a SMTP to SMS mapping. The widget application is able to bring up a dialog box with a send or reject option showing the message body which Rahul goes ahead and sends. WIPRO TECHNOLOGIES
  • 8. Pooja Rahul Krishna CMS Rahul calls Krishna Rahul conferences Pooja 9. 3 Party Conference Krishna explains Rahul and Pooja over phone how the design should be, they are not clear about the changes to be 10. Wideban done... dVOIP Rahul gets an email from his wealth advisor alerting on a 11. Email particular stock sale Rahul does a mouse over on the 12. Stock stock name and gets a pop up Price widget with the latest price. Rahul responds accordingly Figure 3 : Scenario - contd.9. Rahul calls krishna and conferences Pooja as well. This is conveniently done through a couple of right clicks in the client window. The pbx serving the enterprise ( soft or hard ) can accordingly mix the digitized voice streams and make it available to all parties.10. Krishna details to Rahul and Pooja as to how the design should be but realizes that it is not effective and is not able to convey adequately in just a voice based call.11. In the meanwhile Rahul observes that there is an email from his wealth advisor regarding the rising price of a particular portfolio. Rahul needs to take immediate decision and action while he is in discussion with Pooja and Krishna addressing a critical review.12. Rahul does a mouseover on the stock name and the stock price widget code comes into play to pop up a dialog window showing the latest price and his own current holding. Rahul selects the sell button and also mentions the number of stocks and the widget takes care of sending an email to the wealth manager with the required information to take action. In the background the javascript implementation of the widget has been able to send a HTTP request with the GET method to the URL associated to get the latest stock quote and also able to send an POP3 email to the wealth advisor. WIPRO TECHNOLOGIES
  • 9. Pooja Rahul Krishna CMS Krishna starts a web conference with Rahul and Pooja from his Unified Inbox with a drag and drop of Rahul and Pooja contacts onto web conference plug-in13. Voice,Video chat, All three see the same design document shared by Krishna on herWhiteboarding, desktop. Krishna explains to Rahul and PoojaMedia sharing Rahul sends the updated document to Pooja From the Inbox Pooja uploads the14. document to content management systemIntegratedCMS CMS triggers a workflow, sends a mail to Krishna for approval With a click on the link in the15. Work Flow received email Krishna visits the pageManagement on CMS, approves the documents. Figure 4 : Scenario13. Meanwhile, Krishna decides to trigger a Web conference as the discussion is not yielding. He drags and drops contacts of Rahul and Pooja into the Web conference plug-in / widget. The javascipt code ( could be the client side code or servlet code) is able to invoke the Web conference providers servlet through a HTTP request and associated parameters added to the URL containing the information of the participants. The conference widget implemented is then able to send out an email to both Pooja and Rahul with the body containing the URL to be accessed for joining the meeting. Rahul and Pooja click on the URL and join the meeting. Krishna is already there and has bought up the document to share. The three of them discuss, deliberate and collaborate to finalize the document while being in the Web conference. The conference is effective as all of them are able to chat, raise a question, and also see each other as part of a video window. Rahul saves the finalized document from the Web and sends it as an email to Pooja.14. Pooja receives Rahul’s email and goes ahead to directly save the document from email attachment to a Web based Content Management System. This is possible due to the implementation of a CMS plug in as part of the UC client. The CMS system then triggers a workflow associated with the document and sends an email to Krishna for approval of the document formally in the CMS.15. On receipt of the email, Krishna clicks on a link mentioned in the email and approves it in the CMS system, WIPRO TECHNOLOGIES
  • 10. ConclusionUnified communication is still to mature and the topic of enabling it with Web 2.0 or Enterprise 2.0technologies could seem far fetched. But just as the way several technologies have got into the enterprise likesay the intranet itself, from the public domain, the Web 2.0 would make it to the enterprise sooner than later.By the time that happens the unified communications itself would have evolved with its several productssupporting Web 2.0 principles consisting of and not limited to Web services, xml, javascripts, php. We alreadysee that happening with at least 2 major UC vendors announcing products in the Web 2.0 realm. Add to thatseveral products in the open source domain providing rich applications for download and an ever increasingcontributor community. Ultimately the employees would have what they really need and what they useoutside enterprise in the public domain ( eg social networking ) would make its way into enterprises. This is thepopular belief in the community and an indicator of where technology and hence products are headed.Hosted UC with Web 2.0 integration could become a reality faster than one has thought of. There are severalproof of concepts proving the feasibility of the integration providing UC as a service. The sheer presence of thecommunity in the public domain and access to 3rd party applications, goes to indicate that the UC with Web2.0 in the hosted domain is bound to be a winner. WIPRO TECHNOLOGIES
  • 11. About The AuthorNarasinga Rao, handles Unified Communications and Mobility themes, from the CTO Organization, in WiproLtd. He has about 19 years of experience in the Telecom Equipment industry. His interests lie in EnterpriseCommunications, Business Process Integration, and terminal devices. He serves as General Manager in hiscurrent capacity. WIPRO TECHNOLOGIES
  • 12. Acronyms UC Unified Communications HTTP Hyper text transmission Protocol IM Instant Messaging JSP Java Server Pages ROI Return on Investment XML eXtensible markup language PBX Private Branch Exchange TCO Total Cost Of Ownership SIP Session Initiation Protocol LAN Local Area Network WAN Wide Area Network AJAX Asynchronous Java Script and XML GPS Global Positioning System SME Subject Matter Expert SMS Short messaging service CMS Content Management System WIPRO TECHNOLOGIES
  • 13. References1. Hosted UC implementations – Wipro internal TAS COE group2. Enterprise 2.0 blogs – http://enterprise2blog.com3. Whitepaper – zimbra zimlets, zimbra architecture4. Solution papers on UC and mobility – internal Wipro© Copyright 2008.. Wipro Technologies. All rights reserved. No part of this document may be reproduced,stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying,recording, or otherwise, without express written permission from Wipro Technologies. Specifications subjectto change without notice. All other trademarks mentioned herein are the property of their respective owners.Specifications subject to change without notice. WIPRO TECHNOLOGIES
  • 14. About Wipro Consulting ServicesWipro is the first PCMM Level 5 and SEI CMMi Level 5 certified IT Services Company globally. Wipro providescomprehensive IT solutions and services (including systems integration, IS outsourcing, packageimplementation, software application development and maintenance) and Research & Development services(hardware and software design, development and implementation) to corporations globally. Wipros uniquevalue proposition is further delivered through its pioneering Offshore Outsourcing Model and stringentQuality Processes of SEI and Six Sigma.For more information, please write to wipro.consulting@wipro.com WIPRO TECHNOLOGIES