ILTA White Papers

Infrastructure Technologies 2010

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BUILDING COMMUNICATIONS-ENABLED APPLICATIONS WITH MICROSOFT LYNC SERVER 2010 The UCMA 3.0 Workflow SDK enables developers to visually construct communications-enabled workflows by dragging workflow activities onto a design service, and then arranging and connecting them to form the workflow solution. Workflows can be constructed to accept audio or instant message calls, or both. In the case of audio calls, input from the user can be in the form of DTMF tones (choosing an option by entering its corresponding number), speech recognition or both. The text-to-speech engine, available in 26 different languages, is used to convert text to prompts that the caller hears during different activities of the workflow. Professionally recorded audio prompts can also be substituted to give the IVR a more polished experience. The example described above represents an was handled and then save the results of the survey to a database when the call is completed. “The SDKs and APIs shipping as part of Lync enable developers to integrate communications functionality into existing applications or build communications- enabled solutions from the ground up.” incoming communications workflow; however, developers can also build outgoing communications workflows. For example, a person might receive an automated call from the Service Desk asking him to rate his experience with a ticket he recently opened. The communications workflow could ask him several questions about his satisfaction with how the ticket BUILDING SERVER SIDE COMMUNICATIONS SOLUTIONS USING UCMA 3.0 The UCMA 3.0 Workflow SDK is built on top of UCMA 3.0, a lower- level programming interface that interacts more closely with the underlying infrastructure. UCMA 3.0 is used to power back-office solutions such as call centers, giving developers the ability to programmatically create and route calls, manage conferences and enable some advanced-call scenarios. To better understand the types of applications that can be built using UCMA 3.0, consider the example of an IT Service Desk. Employees call into the Service Desk and go through an IVR — built using the UCMA 3.0 Workflow SDK — to provide some details about the issues they are facing. After providing all the necessary information, hold music is programmatically routed into the call’s media stream and the callers are placed in the hold queue. www.iltanet.org Infrastructure Technologies 11

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