Issue link: https://epubs.iltanet.org/i/16612
practical example of integrating Launch context into a conversation: Frank is working in the New Business Intake (NBI) application. He has a question about a new matter for General Industries. Frank opens the General Industries matter in the NBI application. The application shows that Rebecca, the conflicts attorney assigned to the matter, is online. Frank can start an IM or audio conversation with Rebecca directly from the application. When Rebecca receives and opens the instant message or audio call invitation in Lync, she is notified that the conversation contains embedded context. The conversation text includes a link which Rebecca can use to “launch” the NBI application. When she clicks the link, the NBI application starts and navigates directly to the General Industries matter. Using Launch context, Rebecca is able to immediately get on the same page as Frank without wasting any time establishing the context of the conversation. Conversation Window Extension context builds upon this functionality by allowing developers to embed Silverlight applications directly in the Lync conversation window. In the scenario above, when Rebecca receives and opens the instant message or audio call invitation in Lync, the conversation window expands to accommodate a small Silverlight version of the NBI application that displays summary details about the General Industries matter. The context of the conversation between Frank and Rebecca is established immediately because Rebecca knows what matter Frank is contacting her about. The Silverlight applications embedded in the Conversation Window Extension are typically “mini” versions of other applications, such as the NBI application. Launch and Conversation Window Extension contexts can be used in conjunction with each other. 10 Infrastructure Technologies ILTA White Paper Returning to the scenario above, after Rebecca looks at the matter details in the embedded Silverlight application, she might need to look at other information about the General Industries account. She can use the Launch link to open the full NBI application and access more data about the account. Adding context to conversations can greatly improve efficiency by allowing participants to quickly establish the topic of conversation. Developers can use the Lync API to easily integrate Launch and Conversation Window Extension contexts into Silverlight and WPF applications. BUILDING COMMUNICATIONS-ENABLED WORKFLOW SOLUTIONS USING THE UCMA 3.0 WORKFLOW SDK The UCMA 3.0 Workflow SDK is used to build communications-enabled workflow solutions such as Interactive Voice Response (IVR) systems. The New Business Intake solution described earlier can be extended to provide users with the ability to call in and check on the status of a matter. For example, an attorney places a call to the NBI application contact in Lync or from her mobile phone. Using text-to-speech technology, the IVR prompts the attorney to enter her identification PIN and validates her identity. The IVR can then execute code to access the database, retrieve a list of outstanding matters that the attorney has created and prompt her to select one. Once the attorney selects a matter, the IVR can again access the database to identify the conflicts attorney assigned to the matter. The IVR can now check the presence of the conflicts attorney, and if the attorney is available, ask the caller if he or she would like to be transferred. The IVR can then perform a blind transfer of the call and disconnect itself from the call.