ShoreWare CSTA – Remote Call Control
Integration wit LCS, OCS & OCS R2
ShoreTel Sales training
Jerome Joanny.
Sr. Product Manager
02/01/2009
© 2008 ShoreTel, Inc. All rights reserved worldwide.
Agenda
• ShoreTel UC strategy
• Microsoft Unified Communication
– Description
– Integration layers
• ShoreWare CSTA server
– What is CSTA & Remote Call Control ?
– Product Features
– End user Benefits
– Positioning
• Product Logistics
– SKU & pricing
– System engineering & deployment options
– Supported platforms
© 2008 ShoreTel, Inc. All rights reserved worldwide.
2
ShoreTel UC strategy : Dual Approach Strategy
• Future will see Commoditization of the
software desktop clients
• ShoreTel Cooperates with Major
Software UC vendors ( Microsoft, IBM ) by
leveraging Open Standards
– SIMPLE
– CSTA
– SIP…
• ShoreTel Enhances its architecture by
distributing the Application
– Professional Call Manager ( IM, Presence, Video )
– Conference Bridge next generation
– Bringing reliability by distributing more
( Application, Database, … )
3
© 2008 ShoreTel, Inc. All rights reserved worldwide.
Microsoft Unified Communications
Portfolio Description
• Three Main groups of servers
1. Management:
•
Active directory
•
LCS 2005 ( Live Communication
Server 2005 )
OCS (Office Communication
Server 2007 & 2007 R2)
2. IM/Presence +collaboration:
•
3. Unified Messaging:
•
Exchange 2007
• Three separate clients
1. Management:
•
Management consoles
•
Communicator for LCS/ OCS
(aka MOC)
2. IM/Presence + collaboration:
3. Unified Messaging:
•
Outlook 2007, OWA 2007,
Outlook mobile
© 2008 ShoreTel, Inc. All rights reserved worldwide.
4
Microsoft Unified Communication
Multi Layer integration
• Exchange 2007:
– Voice connectivity via SIP
• Requires third party hardware Gateway
• Application note available
– Fax reception leveraging T38
• Leverage Gateway for SIP
• LCS, OCS & OCS R2
– Instant Messaging integration via SIMPLE
• Professional Call Manager in ShoreTel 8.1
– Voice integration via SIP
• Require third party hardware Gateway
• Application note just released
– CTI integration via SIP CSTA
• ShoreWare CSTA server
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© 2008 ShoreTel, Inc. All rights reserved worldwide.
ShoreWare CSTA
Overview
© 2008 ShoreTel, Inc. All rights reserved worldwide.
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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CSTA & Remote Call Control
• Computer Supported Telephony Application – CSTA
– Open Standard protocol
– Created & managed by the ECMA for Computer Telephony Integration
– Phase I released in 1992 – Currently Phase III, 7th edition released in 2006
• Enhanced for Web applications via XML ( ECMA 323 )
• Carried into “SIP envelopes” – uaCSTA or TR87
• Remote Call Control or Third Party Call Control
– Fancy Name for Computer Telephony Integration ( CTI )
– Ability to control a communication device from an external application
– Typically the most complex & yet most common type of CTI
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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ShoreWare CSTA server
• Pure Software Solution
– Installed separately from the Core ShoreTel
Software
– Requires ShoreTel Telephony Service Provider
( TAPI server or DVM )
– Add three supplementary Windows Services
visible in Quicklook
• Performs TAPI to CSTA translation
• Expose multiple open CTI interfaces for
Remote Call Control
–
–
–
–
CSTA ASN.1 ( legacy CSTA )
CSTA XML
uaCSTA ( TR 87 or SIP-CSTA )*
CSTA web services
* : Only this interface is released at first – Other API Availability will follow thru DeVnet
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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ShoreWare CSTA server integration with LCS, OCS & OCS R2
Features
• Remote Call Control - Microsoft
Communicator controls the ShoreTel phone
– Does not require ShoreTel Call Manager on
desktop
– 100% CSTA controls available from Microsoft
Supported by ShoreWare CSTA server
– Symmetrical integration between Phone &
Communicator User interface
• Telephony Presence (in or out of a call) –
ShoreTel Telephony Presence in LCS or
OCS
– Telephony Presence Override IM presence in
Communicator ( single presence )
– Automatically integrate with All office applications
© 2008 ShoreTel, Inc. All rights reserved worldwide.
ShoreWare CSTA server integration with LCS, OCS & OCS R2
Remote Call Control features
Live Communication
Server 2005
Make Call
Receive Call (1)
Caller ID
Call Waiting(2)
Call Hold(3)
Call Retrieve
Alternate Call
Single Step transfer
Consultative transfer
Conference(4)(7)
DTMF digits generation(5)
Call Forward / Call Redirect
Call Forward based on location (7)
Do Not Disturb (6)(7)
Missed Call notification
Reply With IM
Escalation to Video
Office Communication Server
2007
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© 2008 ShoreTel,
Office Communication
Server 2007 Release 2
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ShoreWare CSTA server integration with LCS, OCS & OCS R2
Remote Call Control -Comparing PCM versus MOC
• MOC Missing Important Telephony Features
–
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Pickup
Intercom
Silent monitor
Barge in
Whisper
Record
Dial mailbox
Transfer to mailbox
Bridged call appearance
No Office Anywhere
3pty conference ( OCS & OCS R2 )
• MOC User Interface Bad for multiple calls (
LCS & OCS )
– Unacceptable to assistants, receptionists,
operators, agents
– Every call is another pop-up window
© 2008 ShoreTel, Inc. All rights reserved worldwide.
Call control features missing
pickup
pickup night bell
pickup group
intercom
silent monitor
barge in
whisper page
record
routing slip info
trunk group info
trunk info
DNIS info
call note
dial mailbox
transfer to mailbox
transfer using intercom
transfer using whisper
bridge call appearance
Personal options management missing
Change extension reassignment
Change call handling mode (only DND)
Change handsfree mode
Change off-hook preference (speaker, headset)
Enable / disable call waiting
User interface problems
Very hard to handle multiple calls
No operator solution
No assistant solution
No agent, supervisor
Presence does not show the ringing state
Closing some windows will drop active call
Once conversation window closed, you cannot control call
Icons are media control icons vs telephony controls
ShoreWare CSTA server integration with LCS, OCS & OCS R2
Remote Call Control – integration to the desktop
• Click to dial / Missed call in Outlook
– Place a call directly from the email header
– Click on the missed call link to call back
• Click to dial from Office application via
Smart tags
– Word, Excel, SharePoint
• Enrich All other UC function of LCS,
OCS or OCS R2
– Escalation to Video Call
– Escalate an IM to Voice
– Reply to incoming call with IM
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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ShoreWare CSTA server integration with LCS, OCS & OCS R2
Telephony Presence – integration to the desktop
• Native telephony Presence
integration in outlook
• Telephony Presence
integration via MS office Smart
Tags technology
• Telephony Presence Alert out
of the box
© 2008 ShoreTel, Inc. All rights reserved worldwide.
13
ShoreWare CSTA server integration with LCS, OCS & OCS R2
End user Benefits
Office Communicator
• Leverage Microsoft Investment
Call Manager
– Enrich the IM & Presence functionalities of
LCS/OCS
• Enable Selection of Right Application
for Users Requirements
– Knowledge Worker ( MOC or Call Manager )
– Workgroup Agent ( Workgroup Call Managers )
– Front Desk Operator ( Operator Call Manager )
• Efficiency and Productivity gain
– Eliminate the application silos by telephony
enabling office applications
– No More Phone or email Tags with true
presence
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© 2008 ShoreTel, Inc. All rights reserved worldwide.
Shared Presence Between Clients
Instant Message Between Clients
ShoreWare CSTA server integration with LCS, OCS & OCS R2
Positioning the product
• Microsoft UC brings huge opportunities to ShoreTel partners
– Approach the Microsoft partners in your region, they need you more than you
need them
– Every sale of OCS is an opportunity – be there to help !!
– Path to penetrate larger customer base: OCS bundled into every Enterprise
agreement
• When MOC is considered for the Desktop interface
– Complement the LCS /OCS Feature sets
– Enrich the overall Microsoft office experience
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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Product Logistics &
deployment
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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ShoreWare CSTA server: System Engineering
• Prerequisites:
– Live Communication or Office Communication server already
deployed & running with office communicator 2005 or 2007
– ShoreTel system already deployed with at one dedicated DVM or
CSTA Server
ShoreWare TAPI server ( existing or new )
Running on
Dedicated DVM
– ShoreWare CSTA server Software + CSTA clients
licenses ( 1licence require /Connection)
SIP/CSTA
TAPI
ShoreWare Server
• System engineering :
PSTN
– IP networking available between OCS & DVM
– OCS + MOC remote call control configurations requires
ShoreGear Voice Switches
OCS administrator rights
– Can managed up to 1000 CSTA endpoints per server ( identical to
PCM limitations per server )
– If existing DVM , Max capacity of PCM + CSTA clients cannot
exceed 1000
© 2008 ShoreTel, Inc. All rights reserved worldwide.
Microsoft Office
Communicator Server
Microsoft Office
Communicator
Availability, Pricing & Ordering Information
• General Availability on QMS : 3/15
• Official Public Launch : VoiceCon Spring Orlando
SKU
Description
List Price
Regular License & Software
30064
30066
License, ShoreWare CSTA for Microsoft Integration
One required per CSTA Connection
(Software license)
$80
Server, ShoreWare CSTA
Requires at least 2 ShoreWare CSTA licenses for
Microsoft Integration
Includes Documentation
(Software on CD )
$0
Evaluation License
30067
License, Evaluation, ShoreWare CSTA for Microsoft
Integration
60 days validity
(Software and Hardware)
© 2008 ShoreTel, Inc. All rights reserved worldwide.
$0
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Installation / Deployment : two Types of scenario
• By ShoreTel Partners
– Microsoft & specifically LCS or OCS skills are required
– For Customers without On-net Dialing
• By ShoreTel Implementation Services
– For Partner who lack the Microsoft UC experience or Skills
– For Customers with On-net Dialing
– Regular ShoreTel IS pricing & processes
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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Supported Platforms
• Microsoft Communication server
– Live Communication Server 2005 SP1
– Office Communication Server 2007
– Office Communication Server 2007 Release 2
• ShoreTel Releases
– ShoreTel 7.5
– ShoreTel 8.1 ( minimal release required for IM in PCM )
– ShoreTel 9 & above
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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FAQ
• Is the CSTA license per user or per connection ?
– Each MOC controlling a ShoreTel Phone will require a CSTA license for establishing
the CSTA connection.
• So what do I need to order for this Solution ?
– ShoreWare CSTA server CD & CSTA licenses
– A shoreWare TAPI licence or DVM licence if one such server is not already in place
– Implementation services SOW + quote if/when required
• What About the IBM integration I heard of ?
– The upcoming IBM Sametime integration leverages ShoreWare CSTA as well but
requires supplementary pieces of Software on the IBM infrastructure which will be
released at a later stage.
• Can I use MOC as a softphone with CSTA ?
– No – the integration using CSTA is purely CTI & does not enable the MOC to place
voice call thru the ShoreTel system.
© 2008 ShoreTel, Inc. All rights reserved worldwide.
21
Need More information
• Marketing Material available at GA on Partner web site:
– Product Datasheet for the ShoreWare CSTA server
– Solution Brief for Remote Call Control integration with OCS
– Partner program guide
– Customer references
– Tech docs ( MOC client configurations, LCS/OCS RCC configuration, CSTA server
installation + configuration, Advanced troubleshooting guide )
• Additional Information on ShoreWare CSTA server & Microsoft UC
– Jerome Joanny, Sr. Product Manager
jjoanny@shoretel.com, 408-331-3417
© 2008 ShoreTel, Inc. All rights reserved worldwide.
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