Unified communications is about integrating real-time or near-real time unified messaging and collaboration solutions. But don't get confused. It's a lot more than making a call over your computer or checking whether someone is on the phone before you make a call. It’s about looking at how things are done, and doing it better. View the presentation, delivered as part of C/D/H's Technology Briefing Series, and find out more about Communication Enhanced Business Process and Microsoft Lync. Contact C/D/H for more information about this and other topics – or check our blog at www.cdhtalkstech.com for tips on UC and other technologies.

1. Enhancing Your Business Process
with Unified Communications
November 2010

2. Quick Facts
About Us Approach Partnerships
• 20th Year • Vendor Agnostic • Microsoft Gold
• Central Region Client
• Grand Rapids & • Non-reseller Experience Award Winner
Royal Oak • Professional • VMware Enterprise
• 25 Staff Services Only • Cisco Premier
• Novell Platinum
• Citrix Silver

3. Expertise
Project Management Infrastructure
Collaboration Access & Identity Management

4. CDH Talks Tech

5. Agenda
• Unified Communications
• Microsoft Technologies
• Capabilities
– Messaging
– Voicemail
– Telephony
– Instant Messaging / Presence
– Unified Conferencing
• Architecture
• Summary

6. Unified Communications

7. Decreasing Costs
Saving up to
Reduce Travel Expenses
40%
Saving up to
Reduce Telephony and Audio Conferencing Charges
40%
Lower Real Estate and Facility Costs Saving up to
40%
Lower Messaging and Voice Mail Costs Saving up to
40%
Reduce Cost of Communications Systems Saving up to
50%
Note: See the Achieving Costs and Resource Savings with Unified Communications White Paper for details.

8. Improve Business Outcomes
Improve End-User and Team Productivity Up to 30 min/day
Complete Projects Faster Up to 10%
Shorten Sales Cycle Up to 20%
Resolve Customer Issues Faster Up to 20%
Attract and Retain Customers
Note: Results are based on actual Microsoft customer evidence and a composite case study of a 4,000-person company developed from interviewing 15 companies. Please
see the “Total Economic Impact™ of Microsoft Unified Communications” white paper issued by Forrester Research.

9. Microsoft
• Communications Server
– Live Communications Server 2003/2005
– Office Communications Server 2007/2007 R2
– Lync Server 2010
• Exchange Server
– Exchange Server 2007
– Exchange Server 2010

10. Magic Quadrant
• Increased adoption year-
after-year. Critical telephony
improvements in Lync Server.
• Exchange UM acceptance
and maturity. Outlook Voice
Access.
• Collaboration and desktop
strength / emerging real-time
communications.
• Flexibility in deployment
configurations.
Gartner: Magic Quadrant for Unified Communications

11. Integration
Office applications Conferencing Integration
Office Exchange
Communications Server
Server
Active Directory
SharePoint Telephony Integration

12. Messaging
• Exchange Server
• Roles
– Mailbox, Hub Transport, Client Access, Edge
Transport, Unified Messaging
• Database improvements
• High availability
– Database availability groups
• Security
– AD RMS integration

13. Exchange 2010
• Online archive
• Retention policies
– Deletion and archival
• Legal hold
• Multi-mailbox search
• Role based access control (RBAC)
• Exchange Control Panel
• Enhanced integration with Exchange
Online

14. Voicemail
• Voicemail preview
– Voice to text
– Actionable
• Outlook Voice Access
– Voice commands
• Protected voicemails
• Auto attendant
– Custom menus, greetings, business and holiday
schedules
• Call answering rules

15. Exchange ROI
Forrester Consulting: The Total Economic Impact of Microsoft Exchange 2010

16. Demo
• Outlook Web
• Exchange voicemail
• Exchange Voice Access

17. Instant Messaging / Presence
• Instant messaging
– Multi-party chats
– Access levels
– File transfer
– Ad-hoc meeting
– Desktop sharing
– Public IM Connectivity (PIC)
– Federation

18. Presence
• Presence
– Status – Available, Away, Busy, Do Not Disturb,
Offline
– Integration with other applications
• SharePoint
• Outlook
• Exchange – Outlook Web
• Presence information
– Level of access
– Status updates

19. Unified Conferencing
• With a single, easy to use interface you
can switch seamlessly between audio,
video, and Web conferencing and desktop
sharing.

20. Conferencing
• Scheduled or ad-hoc
• PSTN conferencing
• Outlook add-in
• Meeting client
– OCS/Lync client
– Live Meeting client/Attendee console
– Web client/reach client
• Meeting lobby

21. Components
• Handles the IVR for the user join flow
Conferencing Auto
• Joins the user to the conference
Attendant (CAA) • Plays music if conference hasn’t been activated
• Handles prompts played to a user/group of users in their
Personal Virtual
language
Assistant (PVA) - You’ve been muted/unmuted, help, roll call
• Handles prompts played to ALL users in the conference in their
Group Virtual
language
Assistant (GVA) - Entry/Exit announcements

22. Demo
• Communicator client
– Multi-party chat
– Presence
– Access levels
• Live meeting
– Outlook add-in
– Live meeting
– Roundtable

23. Telephony
• Scalable Voice-over Internet Protocol
(VoIP) solution allows users to place,
receive, forward, or delegate calls right
from their PC, desk phone, or mobile
phone.

24. • Enterprise voice
• Remote call control
• Communicator client
– Simultaneous ringing
– Call forwarding
• Mediation service
• PSTN Gateway
• SIP trunk

25. Response Group
• Hunt groups and basic IVRs
• Integration with OCS presence
• Agent anonymity
• Announcements
• Speech recognition and TTS
• Music on hold
• Basic CDRs

26. Lync Server 2010

27. Management
• PowerShell
• Role based access control (RBAC)
• Control Panel
• Improved alerting and reporting
– Reports on monitoring server
– SCOM pack more accurate with synthetic
transactions
– Actionable alerts

28. Instant Messaging
• Activity feeds
• Conversation history
• SharePoint based
skill search

29. Meeting
• No more Live Meeting
• Clients
– Communicator
– Attendee
console
– Reach server
• Asynchronous
viewing
• DTMF
commands
• HD Video

30. Voice
• Call quality attendant / In-call quality feedback
• Call admission control
• Media bypass
• E911
– Location awareness
• Call park
• Private lines
• Malicious call tracking
• Unassigned numbers

31. Architecture
• Mediation server co-location
– From 1-to-1 to many-to-many
• A/V Conferencing pool
• Topology Builder
• Central Management Store
– Each server has replica of
topology
• Virtualization support

32. High Availability
• DNS load balancing
– Supports draining of servers
• Survivable Branch Appliance
/ Server
– Medium branch (25-1000) = SBA
– Large branch (>1000) = SBS
or STD Ed.
• Datacenter resiliency
– Primary and backup SIP registrar
– Failover to backup if primary
non-responsive

33. Demo
• Lync client
– Integrated conferencing
– Activity feed, conversation history
• Attendant console
• Integration
– SharePoint
– Office
– Exchange
• Management
– Topology builder
– Control Panel
– Reporting

34. Thank You
Royal Oak Grand Rapids
306 S. Washington Ave. 15 Ionia SW
Suite 212 Suite 270
Royal Oak, MI 48067 Grand Rapids, MI 49503
p: (248) 546-1800 p: (616) 776-1600
www.cdh.com

35. plantemoran.com
Understanding & Applying Unified Communications
C/D/H Customer Briefing

36. Confusion in the Market
 Many is often
“UC” means sold
products Integrated VM
Chat applications
as a “Unified” in
with “thing” you
different things
Filesharing
buy
the name IP communications
Webinar
Teleconferencing
Speech recognition
Business process integration

37. UC
Unified Communications

38. What is Unified “Communications?”
“Communications integrated to integration of
“Unified Communications is the optimize business
“Technology that connects communication and
processes” applications intoabusiness processes”
collaboration
communication functions on common platform”
www.ucstrategies.com
Editor – CIO Magazine
Forrester Research

39. The UC Continuum

40. Three Stages of Unification
U-Infrastructure U-Applications U-Processes
 IP Telephony  Conferencing  Automatic
 Mobility notification of
events
 Presence/IM
 Automatic
 Third Party Call contact lists
Control
 Web-enabled
links allowing
real-time contact

41. The UC Continuum
 UC-Infrastructure
Consolidate Merge Collapse
Voice/Data Cabling Voice and data staff Voice onto the LAN
Vendors Voice onto the data
WAN

42. The UC Continuum
 UC-Applications
 Focus: User productivity tools
 Enhance Personal Productivity
 Enhance Workgroup Productivity
Jessica Young

43. The UC Continuum
 UC-Processes:
 Focus: Integrate/automate communications
input/output in response to a business process
 Build communication methods directly into business
processes
 Communications Enabled Business Processes
(CEBP)

44. CEBP – How do we get there?

45. Process Optimizations
 “Human Latency” in the business process
 Examine operations, business processes, and
workflows - where are communications causing
bottlenecks? “hotspots”
 Determine what “tools” may exist to remove or
mitigate “hotspots”
 Can “tools” be integrated into specific enterprise
operations and business processes (CEBP)?

46. Process Optimization
Problem Identification
Beginning A B C D End
It has a beginning and an end

47. Process Optimization
Problem Identification
Human Latency
Beginning A B C D End

48. Process Optimization
Problem Identification
Bottlenecks
Beginning A B C D End
A
A
A

49. Process Optimization Solutions
Finding Solution to alleviate HotSpots
Beginning A B C D End

50. Process Optimization Solutions
And optimize the process
Beginning A B C D End

51. Process Optimizations
 CEBP is about removing (or minimizing) human
effort, understanding, action, remembering – to
make needed communications happen
 Where are the communications problems?
 Can we embed tools to
simplify/streamline/automate the communication
or action we need to occur?
 Automatic Alerts / Reminders / Notifications

52. UC Driven Process
Inventory
X X X Y Y Y
X X X Y Y Y
X X X Y Y Y
X X X Y Y Y
X X X Y Y Y

53. Process Optimizations
1 Review and assess key business processes – are any
being impacted by communications
bottlenecks/breakdowns?
2 Identify and prioritize the key business processes
being affected by communications
bottlenecks/breakdown
3 Identify the source and impact of the communications
bottleneck/breakdown

54. Process Optimizations
4 Identify what could be done (what tools could be
used) to resolve or mitigate the “hotspot”
5 Identify what the new process would look like
6 Assess the difficulty and cost to implement the change

55. Process Optimizations
7 Determine which process(es) would be the best
candidate(s) for employing CEBP
8 Verify a partner who can help you get there
9 Plan the deployment process

56. Process Optimizations
10 Conduct training
11 Conduct a post-implementation review to assess
outcomes

57. Communications Enabled Business Process

58. CEBP – Example #1
 Communications-Enabled Web Site
 B2C
 Add Click-to-Call / Click-to-Chat to customer-facing
web sites
 Reduce customer abandonments
 Improve customer satisfaction
 Pass customer account information to agent
 Faster service
 Avoid annoying the customer with redundant requests

59. CEBP – Example #2
 Voice-Enabled Portals
 Hospitality
 Adding voice services to in-room Web terminals
 Free VoIP calls to restaurants, theaters, sporting events
 Improve customer experience
 Ad revenues from participating business partners
 Healthcare
 Adding voice services to in-room Internet
 Telephone calling
 Access to hospital services
 Conferencing distant family members

60. CEBP – Example #3
 Communications-Enabled Kiosks
 Retail Malls
 Customers can look up stores/products
 Customers can make a call to ask questions
 Airports, Train Stations, Convention Centers
 Customers can look up hotels, restaurants, car
rental agencies, taxis
 Customers can make a call to set a reservation

61. CEBP – Example #4A
 Interactive Notification Services
 Phone calls, SMS message delivery, and email
notification is typically supported
 Capabilities exist for customers to interact with
back-office business systems and call centers

62. CEBP – Example #4B
 Interactive Notification Services
 Examples:
 Airlines: Notify customers of delayed or cancelled
flights; customers can use IVR or call center agent to
reschedule flight or request refund.
 Credit card companies: Alert customers to unusual
account activity, allowing them to verify or deny a
transaction.
 Brokerage firms: Notify customers when a stock
reaches a pre-defined price, allowing them to confirm
a sell or buy order using a touchtone phone.

63. CEBP – Example #5
 Internal Business Process
 Old Way: Try to reach a party by name or
phone number
 New Way: Callers are automatically connected
to the person who is best suited to help them
based on business function, skills and
availability.
 How: Many provide extensible presence services for
contextual call routing.

64. CEBP – Example #5A
 Internal Business Process
 Financial Services:
 A general financial advisor on a customer call seeks
a real-time consultation with a government bond
specialist. Rather than dialing the phone number of
a particular specialist, the advisor simply clicks on a
government bond icon in his client application and
is connected automatically to an available
specialist.

65. CEBP – Example #5B
 Internal Business Process
 Sales Force Automation:
 A salesperson needs to offer an extraordinary discount
to close a deal by the end of the business day. Rather
than trying to manually find a manager who can
approve the discount, the salesperson initiates an
approval action directly from his sales force
automation application and is automatically connected
to an available sales manager authorized to approve
the requested discount level.

66. CEBP – Example #5C
 Internal Business Process
 Telecommunications:
 A Level 1 support rep is contacted by a customer with
a network problem. As the support rep documents
the problem a portal is opened showing the available
technical engineers qualified to take this call. The
support rep can click to start an IM session or add the
engineer to the call.

67. Thank You!

68. Ted Mallires
Plante & Moran
248.223.3340
ted.mallires@plantemoran.com