Customer Connection Session 1400 – Communication Enablement

Communication Enablement in a

Multi-Vendor Environment

Charles Luther, Oracle

David Raanan, Starfish

1400: Communication Enablement in a Multi-Vendor Environment

Session Agenda

• Problem Statement– Communication-enablement with multi-vendor UC

• Oracle Solution– Oracle’s Hyper-Connected Enterprise Architecture &

Communications Middleware Solution• Including Oracle’s Converged Application Server (OCCAS)

• Starfish Solution– Vendor Agnostic Click-to-Call (OCCAS app)

• Desktop Integration

• CTI Drivers

• API

• User Profile Directory

In this session you will learn about:

• Oracle Communications Extension Group

(comms middleware) product portfolio

• Starfish applications & plug-ins for Oracle’s

communications middleware portfolio

• Starfish + Oracle comms application use cases

Oracle Application TechnologyWidely Deployed in Fortune 500

Cloud & Premises

• Fusion Middleware

• Weblogic

• Java

Mobility

• Oracle Mobile Application Framework (MAF)

• Oracle Mobile Security Suite

IP Communications

• Hyper-Connected Enterprise Solutions

• Oracle Communications Middleware

Wide UC/CC Vendor Interoperability, including support

Oracle Solutions Are Vendor Agnostic

Oracle Hyper-Connected Enterprise

• CONNECT people• SECURE interactions• CONTROL information

• Streamline processes

• Improve collaboration

• Enhance customer

experiences

CommunicationsEnabled Apps

CloudServices

MultivendorCC/UC

Communications Infrastructure

Deploy a Layered Communications Architecture

• Centralizes

services and

policy

enforcement

• UC vendor

neutral

• Open,

scalable and

extensible

Business Apps

Contact

Center

SIP Trunk

Services

Remote

WorkerWeb

Apps

Access

Core

Converged Services

RoutingNormalization

Control

SecurityInterworking

QoS

Critical Infrastructure for the Hyper-Connected EnterpriseCommunications

Extension Group

(Comms Middleware)

Highly Collaborative

Work Environment

Real-Time and

Social Integration

Embedded and

“Process Aware”

Unified, Personalized

Customer Experience

BUSINESS/SUBSCRIBERS REQUIRES

Open, standards-based

Virtualized - cloud

Portable

Multi-threaded

Container

Rapid time to market

IT App Servers

Reliable

Scalable

Interoperable

Protocol driven

Managed sessions

Highly adaptable

Telecomm App Servers

Convergence of IT and Communications

$

Open and Reliable

Virtualized and Scalable

Portable and Interoperable

Threaded Adaptable Protocols

Managed Session Containers

Rapid Time to Market

Oracle Communications Converged Application

Server

Oracle’s Communications Middleware

• Communications Extension Group products include:– Covergence Application Server (for enterprise app dev)

– Application Session Controller (media control with apps)

– Service Gatekeeper (for API exposure)

– WebRTC Session Controller (for WebRTC deployments)

• Designed to integrate business apps & UC/CC– Enable business apps to access & control UC

– Simplify multivendor communications

– Enhance contact center Cx

How Customers Are Leveraging Our

App & UC/CC Solutions

Oracle OCCAS (Converged Application Server)

• Used for enterprise UC & contact center app development

• Key features– Converged Java EE, SIP/IMS

application server

– Wide range of app support for third-party call control, conferencing, etc.

– Standards Compliant - Java EE, SIP Servlet, SOA, and 3GPP IMS, Media

– Highly scalable & fault tolerant

Starfish’s Usage of Oracle’s OCCAS

• Starfish leverages OCCAS to provide vendor

agnostic Click-to-Call capabilities & generic API

for comms-enabled business processes (CEBP).

• OCCAS’ native functionality is augmented by

embedding Starfish vendor-specific CTI drivers

in the platform.

Vendor Agnostic Click-to-Call Features

• User experience is fully integrated with Microsoft Office

applications and web browsers

• User profile directory associates users with their specific

communication servers

• OCCAS makes the service available enterprise wide, from

any desktop with any UC system

• Users within the corporate network get extended functionality

(full device control) through the CTI drivers

• Users outside the corporate network get Click-to-Call

functionality through SIP connection to the PSTN

C2C Client

OCCAS

User Profile

Directory

MS Office & IE

Add-Ins

C2C

Server

Web Sockets

Client PC

LDAP

Corporate

Active Directory

LDAP

Cisco

CTI Drivers

SIP

Cisco UCM

Avaya

CTI Drivers

JTAPI

Avaya AES

TSAPI

Simple API

Vendor Agnostic Click-to-CallClick-to-Call application runs in the background with an icon displayed on the task bar - Clicking on the icon displays the UI

Vendor Agnostic Click-to-CallSeamless integration with Microsoft Office enables Click-to-Call

from Word, Excel, Outlook, PowerPoint and Lync

Vendor Agnostic Telephony API

The Click-to-Call API exposes a simple to use JavaScript

library that can easily be leveraged in apps to make &

control calls

// Create and instantiate CTI objectvar ctiObject = new CTI(configuration);ctiObject.start();// Make Call requestctiObject.makeCall(source, destination, function(result, message) { /* your code here */ });

Vendor Agnostic Telephony API

The API can be easily

used to generate

telephony enabled

pages like this sample

demo

User Profile Directory

• User profile directory is populated by a sync engine that

retrieves & consolidates data from comms servers,

enterprise directories, and databases

• The consolidated data represents an authoritative

mapping of users to their telephony resources

• When a Click-to-Call client registers, the user profile is

used to determine which system (and therefore which

CTI driver) to use and what is the principle line for the

user

Using User Profile Directory for ECB

• For ECB, the sync engine collects routing information

from Avaya, Cisco and Microsoft communication server,

associating users, extensions, DIDs, IP addresses of the

servers and other data elements.

• The resulting directory is an effective enterprise wide

routing data store.

• ECB taps into the user profile directory to make routing

decisions.

Starfish Integration with Oracle’s Portfolio

• Starfish has integrated with multiple Oracle enterprise

platforms including:

– OCCAS: CTI drivers and desktop integration

– ECB: User Profile directory for call routing

– ASC: Custom application development

• Proven Oracle Partner Network member

• Common Starfish + Oracle solution theme:– Apps & comm enablement with multi-vendor UC

Thank You for Attending!

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1400: Communication Enablement in a

Multi-Vendor Environment