1) The document discusses updates on the Symphony OSS platform, including its VirtualDesk feature which allows specialized chat rooms for call routing and queuing through a single broker identity. 2) It describes the Symphony API and upcoming features like room management and multi-party chat. There are still some deficiencies to address. 3) A new HelpDesk feature is proposed that could use both proxy and chat room approaches to call routing - with a bot representing call management inline or in a private chat room, and creating multi-party chats when a member acts on a request.

1. Org.Symphonyoss.Update
May 2016 (Privileged & Confidential)
The Science of Finance

2. 2Privileged & Confidential
VirtualDesk (xmpp)
The API
HelpDesk
OpenF2 / Client Extensions API
Agenda
Intent | Update on Markit Symphony OSS
Time | 15 minutes

3. 3Privileged & Confidential
VirtualDesk (XMPP)
— Support for call routing through use of specialized chat rooms
— Members of chat room are aliased under a single broker identity in the chat room
— Chat room participants only have visibility to alias broker identity
— Participant has the ability to submit request (message) into room
— Participant messages entered into the chat room are hidden from other participant
— Members have the ability to see all message requests from participants
— All messages ingress are queued under the participant identity
— Individual members have the ability to @action (“pick up”) the requests from queues
— Actioned requests create new private chat rooms between participant and individual member.
— Members can use other commands to see call queues and history
— Members have the ability to interact with one another in the chat room
— Virtual desks (“chat rooms”) can be created dynamically
— Contributed…
Q
Q
Q
DESK
P
P
P M
M
1:N Room
(action)
A
Q
Q
DESK
P
P
P M
M
1:N Room
(action)
A

4. 4Privileged & Confidential
The API
(SWAGGER-GENCLIENTS)
Add-Ons
(CLIENTSDK)
—Presence watcher
—Stream poll via presence
—Listeners (onMessage..)
—Conversation Management
—Room management coming…
—Multi-party coming…
There are still deficiencies..!
(SWAGGER-GENCLIENTS)
Add-Ons
(CLIENTSDK)
—Presence watcher
—Stream poll via presence
—Listeners (onMessage..)
—Conversation Management
—Room management coming…
—Multi-party coming…
There are still deficiencies..!

5. 5Privileged & Confidential
HelpDesk v.1 (CONTRIB-2)
— Conversion of VirtualDesk to Symphony paradigm
— Proxy vs Chat rooms approach…why not both.
— Proxy:
• BOT represents all call routing and management in-line.
• Member sends messages to participant with @user messages.
— Chat Room + Multi-Party:
• Members and BOT maintain private chat room managing ingress requests.
• BOT creates multi-party between member/participant/BOT on @action from member.
— Running late….
— Conversion of VirtualDesk to Symphony paradigm
— Proxy vs Chat rooms approach…why not both.
— Proxy:
• BOT represents all call routing and management in-line.
• Member sends messages to participant with @user messages.
— Chat Room + Multi-Party:
• Members and BOT maintain private chat room managing ingress requests.
• BOT creates multi-party between member/participant/BOT on @action from member.
— Running late….
PROXY CHAT ROOM
Desk
Alias User
(end-point)
user 1
Ru1
Ru2
Ru3
user 2
listen
Application (BOT)
Desk
Alias User
(end-point)
user 1
Multi-Party-Chat
Ru1
Ru2
Ru3
user 2
listen
Application (BOT) Chat Room

6. 6Privileged & Confidential
OpenF2 / Client Extension API
— OpenF2 – HTML Framework
— Market adoption
— Symphony shim to contribute
— More work to be done…

7. Questions