Tag Archives | Lync

Cisco Makes its Presence Heard

By on April 20, 2012 in Telecom

Yesterday, Cisco joined the ranks of Microsoft, (Skype), Google, Yahoo, Apple, AOL, Facebook, Salesforce.com, and others with free IM and presence. From the Cisco blog:

Today we’re announcing that we are making presence and instant messaging (IM) capabilities and Cisco Jabber clients available to our Cisco Unified Communications Manager (CUCM) customers globally at no additional cost. Cisco believes that together presence, IM, voice and video call control provide the foundation for real-time communications. Continue Reading →

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BT Offers Lync Pilot

By on January 6, 2012 in Telecom

On NoJitter, I recently attempted to explain Lync licensing (Lync Licensing: Effective Confusion). I recently completed a 40+ page report “summarizing” Lync licensing for a major research and analyst firm. The bottom line is Lync licensing is complex, but partially included in most volume licensing agreements. This is putting pressure on CIOs to evaluate Lync – compelling pressure known as a fiduciary responsibility.  That post ended with rise of the the Lync Pilot:

UC is moving away from the speeds and feeds to the user experience, thus the pilot is becoming critical. Pilots are new in telecom–in the good ol’ days, customers bought systems sight unseen. Thanks to software based systems and shared cable plant, now the notion of a pilot is viable and practical. This puts hardware-based vendors at a disadvantage and gives a slight benefit to vendors that virtualize their offerings. The emerging enterprise UC battle will be the fight for the pilot.

Not only is Lync licensing complex, but Lync itself is complex. How many servers, what roles on each server, SBAs, gateways, integration with SharePoint and Exchange, HA… – it isn’t trivial to just pilot the solution. The purpose of the pilot is to understand everything from operational aspects to user acceptance and disaster recovery – a pilot takes some effort to plan, test, and accept.

This week, BT launched a new Lync pilot program aimed to make it easier. Presumably BT is aware of Lync interest, and aware of a Lync threat to TDM circuits – so its adapting its carrier model to one of professional services. And, since BT is an actual carrier, they can offer a full Lync experience (unlike Microsoft’s Lync Online offering which doesn’t offer PSTN services).

BT’s Pilot runs about $15k – and includes 90 days of IM, presence, conferencing (audio, video, and web), and voice services for up to 250 users. They provide the licensing. After the pilot, BT hopes you will allow them to continue to host the service and ideally transfer the licensing under a service provider model, or have them implement it on premises. Customers are free to walk away as well. For organizations that require the benefits associated with a local SBA – BT has relationships with both Audiocodes and NET. The pilot offering is available nationally in the US – with expansion planned.

Remember, Lync does not have to replace the PBX and according to BT, it often doesn’t. BT can interop Lync with several phone systems.

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Lync One Year

By on January 4, 2012 in Telecom

Lync just passed its first year birthday – of course by that I am referring to the name “Lync” – as the product has been evolving for some time. None the less, it has had an extraordinary year. Its market penetration is debated and difficult to measure, but its impact on mind share is significant. The product comes to the market from a very different angle. On NoJitter, I describe some of the nuances to Microsoft’s licensing. It’s complex, but actually very clever. It is packaged first and foremost as a presence engine and that market has little competition. With bundled pricing and no major barriers in presence, Lync deployments hit little resistance. Lync is then positioned for UC consideration as an incumbent technology.

In addition to its birthday, December was an important month as Lync released its first mobile clients. Mobility was a gaping hole for Lync as mobility is potentially the largest driver in enterprise UC right now. It was last March at Enterprise Connect when Microsoft announced mobile clients were coming. The naysayers in the audience were sure Microsoft would only support its own mobile phone, but Microsoft assured their mobile strategy would support “where the users are.” Microsoft even demonstrated an iPhone client. But until weeks ago, nothing. Cisco was not impressed with the long wait or the clients. From the Cisco blog: Continue Reading →

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HP UC

By on December 5, 2011 in Telecom

Is HP a UC player?

And if so, “Player” as in vendor or poser?

The hot part of UC right now is mobility – and HP doesn’t seem to be in that space. Although that could still change. I’ve written before that HP’s best play with WebOS was a business pad – no one can beat Apple right now in the consumer space – but industrial tablets have potential. The next UPS pad, the NursePad that has a port for stethoscope, BP cuff, and temp sensor. The pad-store in the back of airline seats – but Leo didn’t agree with me.

Leo didn’t think HP should be in video conferencing either. He gave HP Halo to Polycom. Technically the deal had a price tag of $89 million, but it was “accretive upon close” according to Andy Miller – CEO Polycom. That means they paid very little for Halo, and most of the $89 million went toward the exclusivity deal with HP and the finger to Vidyo and Cisco. Continue Reading →

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Industry Update

By on November 18, 2011 in Telecom
The iPhone and iPad have broken more records than the iPod did CDs. Microsoft buying Skype was a game changer, but the new game remains a mystery. Here is the current industry round-up. Read it quickly as things are changing fast. Continue Reading →
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A Bitter Lync Divorce

By on September 22, 2011 in Telecom

Is Microsoft Lync ready for the enterprise? It’s a question that just won’t die. Certainly it seems to be selling well, and it represents a fairly unique solution. But Lync is so different that many just don’t know what to make of it.

On one hand, Lync offers smooth integration with a Microsoft infrastructure – Windows, Active Directory, Office, Exchange, and SharePoint. It has rich APIs and a high profile developer network. On the other hand, its voice features are somewhat limited, it requires partners to complete its solution (endpoints and applications such as contact center), has a very complex architecture, and it is the only enterprise telephony solution that does not support standard SIP endpoints.

Matt Brunk and I took on the debate on NoJitter last January. In that piece I had taken the PRO Lync position. But despite my elegant prose – the debate lingers. Last week, Joe Schurman posted on Network World the case that it is not enterprise ready. His feature Microsoft Lync is NOT “Enterprise Ready” was posted on Network World, but has since disappeared. No real explanation of why Joe has turned so viciously against his former cause or why the article is gone – but fellow Network World columnist Julie Bork noted the existence of the post and confirms his Lync expertise:

Schurman currently works as director of Avaya’s Unified Communications; however, until recently, he was one of the more well-known advocates of Microsoft’s Unified Communications products and it is fair to say that Schurman knows Lync well. He is a six-time Microsoft UC MVP who penned two books on Microsoft’s unified communication technology…However, earlier this year Schurman grew so frustrated with Lync’s telephony technology, as well as Microsoft’s SDK and other developer support, that he bailed on Microsoft altogether…

So what did Joe say? I have the entire post below (it’s long). Certainly he raises some valid points, but the tone is emotional and some of his points are pretty weak. For example, he boldly announces that “Microsoft Lync is actually a hardware-centric solution.” Yes, it is a sad fact that all premise based solutions – even virtual ones – still require hardware. It’s also true that softphones require hardware too. It’s a conspiracy I tell you.

Joe points out correctly that Lync uses multiple servers in separate roles. He lists 14 servers, but mistakenly states each requires its own separate physical server. That is simply untrue. Lync requires a minimum of 4 server roles, but all can be on a single physical server. It is these types of issues that cause his post to lose some credibility, however, many of his facts are correct.

I get his basic point though. I too have been critical of Microsoft in the past because they often imply they are unique in UC as a provider of a “software based” solution. I do consider them a provider of a “software based” solution, but I don’t think that is unique. Avaya often gets stereotyped as a hardware company, but they run on Dell or HP industry standard servers (as does Microsoft), have their phones produced by third parties (as does Microsoft), and seem mostly focused on their software experience and capabilities (as does Microsoft).

So is Joe correct? That’s for you to decide. However, while some of his points are valid, I might offer that those that live in an Avaya house should be cautious about throwing stones.

The original article is posted below courtesy of Google Cache.

Continue Reading →

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Which Gesture is Best?

By on July 13, 2011 in Telecom

It seems like April was just a few months ago…

Last April 1, Google ‘announced’ Gmail Motion, a new interface that combines a webcam and human gestures to improve the Gmail interface. The announcement video is below. I’m a big fan of the Dilbert guy doing the demonstrations.

[youtube=http://www.youtube.com/watch?v=Bu927_ul_X0?version=3]

Imaginet Research, a Microsoft Lync Partner, released this video three days ago.


Imaginet Research | Kinect Powered Lync Conversations from Imaginet on Vimeo.

Conversation Topics:
Which is the the better April Fools video?

Do Gestures have a place in UC?

Do Gestures make more sense than audio commands?

I would be really impressed if swatting at a fly results with a call to an exterminator.

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MS Lync Gets a Wireless Phone

By on July 11, 2011 in Telecom

Well not really.

Microsoft Lync is pretty much the only enterprise class telephony platform that does not directly support SIP endpoints. Microsoft insists that doing so will compromise its rich user experience it has worked so hard to craft. Instead, it sold rights to Polycom and Aastra to manufacture and distribute Microsoft proprietary phones. These phones were mostly designed by Microsoft, use many of the exact same components (as specified by Microsoft), and include Microsoft designed firmware. This solution works pretty well, and the phones do indeed offer several unique capabilities not found on most enterprise systems (such as access to your contacts).

But this limited selection of handsets creates a few voids in the Microsoft desktop family, namely wireless handsets.

Snom was the first and fastest to see an opportunity and devised a solution to make its SIP phones work nicely with OCS and Lync. Microsoft and Snom has slowly been releasing “Qualified” statements on specific models (the all pretty much work the same). Supposedly, the wireless DECT M9 works with Lync, but its not blessed yet.

Aastra is the first to bring a supported DECT wireless phone to the Lync solution, but its not through its MS licensing arrangement. Its Aastra’s SIP-DECT mobility wireless handsets.

How did they do it?

The solution involves two of Microsoft’s friends. First implement Microsoft Lync Server 2010, then implement an NET gateway with NET’s SmartSIP 2.0 software application. Now you have interoperability between Lync and SIP, and the application also enables presence for SIP devices inside Microsoft Lync environments. Aastra certified its wireless solutions against SmartSIP 2.0, and voilà.  It takes a village, but now enterprises can have the Microsoft calling experience (sort of) to-go.

More Info:

Aastra News
Aastra Phones
Snom OCS Phones

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Lync 101

By on May 29, 2011 in Telecom

We had a great conversation on Lync on the VUC – it was intended as an introduction for folks that know other VoIP products, but had little direct exposure to Microsoft’s Lync solution.

The VUC (Voip Uses Conference) is an open conversation about VoIP, featuring some really smart regulars. The call takes place weekly, and recordings are posted for those that can’t make the live chat.

VUC.Me

Recording to Lync 101: 

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Multi-Modal Communications 3

By on May 11, 2011 in Telecom

In this third and final post to this series, I will take a look at a few enterprise focused examples of multi-modal communications.
Companies in this post: Avaya, Fonolo, Gold Systems, Google, Proton Media, Radish Systems, Radvision, Siemens-Enterprise, and Skype,
Let’s start off with Avaya and their One-X Mobile Agent. Avaya always try to demo too much and confuse the point, like in a recent keynote they showed how a video call can go to voice mail. What they were showing was a dynamic multi-modal call, but what people saw and heard was a failed communication attempt or botched demo. They redialed and were connected.  In the video below, they sow more multi-modal magic, but confused the message with a 5 minute hold time and resolution requiring a local technician. Those points were included attempting to show the features call back and geo location lookup and conference.

Radish Systems. I met Radish Systems through the Innovation Showcase at Enterprise Connect, the company was one of four companies selected to present and exhibit at Enterprise Connect 2011. Radish takes the IVR of yesterday and combines it the smartphone of today and delivers a new type of IVR- Interactive Video Response. The notion allows a call center to push pictures to the phone while on a phone call. The applications are limitless.

Check out this video hosted by the CEO of Radish Systems. Theresa Szczurek gives several examples of what ChoiceView can do, but the more pertinent ones are the hotel booking and the florist call. In the hotel booking, the reservation agent provides views of the rooms while on the call and then sends a map to the hotel. The florist example also sends pictures of products, but more importantly understood exactly where Theresa was on the website before she called.  These examples illustrate the power of complementing voice with multi-modal communications.

Honorable mentions go to Siemens Enterprise and Radvision, both of which have incorporated two way video and collaboration sessions with the iPhone and iPad. Also, Fonolo brings context and state to the IVR.

So far, most of my multi-modal examples require a smartphone. But Smartphones are not the only multi-modal device. Nor does the multi-modal part have to be on the remote end.


Terry Gold, CEO of Gold Systems, gives an example of how the Vonetix framework upgrades Microsoft Lync to a multi-modal Call Center. It is a brilliant concept, IM to speech for the agent to communicate with a caller in queue.

Another interesting form of multi-modal communications is the notion of simulated conferences. I am happy to admit I didn’t get this at all and was sure this notion was just stupid. The only one I have tried is Avaya’s WebAlive service which I wrote about here. Contrary to my initial thought, this isn’t just a game version of conference calls, but actually fills a hole as a viable form of remote collaboration.
Audio conference calls are not engaging. Shared desktop or PowerPoint sessions are a step up, but still pretty easy to get distracted with other matters like email or buying shoes. Video conferencing is a bit intrusive and potentially expensive. Simulated meetings address all that – efficient, engaging, and collaborative. WebAlive is also reasonably priced for small business.
Proton Media offers a similar technology for Microsoft Lync environments. That makes three now of the four Innovation Showcase presentees in one blog post. Be sure to check out Innovation Showcase next year at Enterprise Connect (Proton Media, Fonolo, and Radish Systems). This is a great example of mulit-modal communications – engaging video, audio, documents, and this notion of distance. With WebAlive, everyone can hear the speaker on the podium, but otherwise, two way audio is limited to people near you (and you can move around). I also like in WebAlive that you can pick up a phone and make a call or hit the webscreen on the wall and visit/share a website.

Of course, no multi-modal conversation is complete without Skype – which makes video, IM, voice, and desktop sharing a free ubiquitous service. My problem with Skype is some limitations that I think should be gone. For example, SMS is rapidly becoming the communications technology of choice when a short note will do. The problem with SMS it is requires giving out a direct cell number which is problematic on multiple levels. This is another topic for another post, but we need to stop communicating with addresses that frequently change and focus more communicating with people. Google Voice gets points here – allowing people to keep their number (and SMS address) regardless of cell phone carrier or even if they have a cell phone. This is a solution that Skype should offer, but doesn’t. I also don’t get why Skype offers such crappy voice mail as an add-on fee. I can send an IM that queues until the person comes online, but not a voice message. 

I will also recognize Southwest Airlines for actually calling me in advance last week (before I got to the airport) notifying me that my flight was cancelled. The recording provided online rebooking instructions and also offered to transfer me to an agent. All of which not only allowed me to manage my time, but manage my communication modal as well (they also sent me an email – oddly no SMS though).
Multi modal communications is where it is at, and a strong contributor to the demise of the POTS line. A simple thing like the equivalent of SMS on home POTS lines could give copper lines an significant injection of relevance.
Last and final point is the APIs of modern UC solutions offer a tremendous amount of potential to use multi-modal tools to communications enable business processes (CEBP). Examples are deep and rich – automatic notifications or reminders, tools to locate people with specific skills, or manage emergencies. The list goes on. The fact is, a lot more can trigger a phone call (or txt, or IM, etc.) than a finger these days.
See also
Multi-Modal Part 1
Multi-Modal Part 2

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