What is New in CX-E 8.5 SU1? — Transcription
Ed:Great, Emily. Thanks very much, and we're going to jump right in because we've got a lot to get through and want to get to that Q and A section. So good morning, good afternoon, or good evening depending on where you are. We appreciate you taking the time out today to be with us.
And today we're going to cover a webinar that in fact have kind of done already once, but we've just released SU1 for the 8.5 release and a couple of new enhancements that are worth mentioning. But basically we're going to review what's new in 8.5 because it is a very big release for us.
And as you can see here this year has been a busy year for us. With 8.2 SU3 earlier on this year, we released full support for Microsoft Office 365, those of you looking to move your email services to the Cloud.
And then this August we had this big release that I spoke of, 8.5, where in fact Atom is born, which is the total office manager, AVST's total office manager. We'll talk quite a bit about that. If you haven't made our previous webinar you'll get a chance to see what that's about.
And as I mentioned, 8.5 SU one is out and we've got some interesting new support announcements to make there as well as a couple of new features that I think you might find interesting.
So as you can see from the bullet there, Windows 8 support at the desktop from a UM perspective is now available along with Exchange 2013. Many have been waiting for us to answer that and our support is here now for 2013.
We've also added in a reply to all feature for [Autux] 2 users, which in fact we've been told that the feature existed in the Autux interface that apparently we hadn't actually added to it, and so we've gone ahead and done that. Made good on our promise to provide these emulations as close to or best we can to that Legacy interface.
Click the call for Lync has been added. Now this is a little different from our integration to Lync, which you may have heard us talk about on previous webinars. But it is taking advantage of a feature we've known and had for years called Live Reply. And we'll talk a little bit about that and how that came to be.
And then future delivery for WPM, or web phone manager has also been added in SU1 which is sort of making good on the promise that every interface that we present to the marketplace will have all the feature sets or feature capabilities that are in our feature sets regardless of whatever the interface is. And so, making good on that progress we've added future delivery to web phone manager. Excuse me.
From the 8.5 release perspective, for those of you who have been watching us, I think you are familiar with the term CallXpress, or the name for our product. And so, we moved to a new branding model and CX-E is certainly the name that we've come to know now for the version eight product. And along with that, many of our other branding requirements in term of brochures and splash screens and all that sort of stuff getting updated to also be in agreement with the CX-E new branding statement.
We'll talk about Atom as I mentioned before, and some of the other capabilities that we've added to this Atom context including location based services and federated presence. And we'll also point out some other things relative to Google enhancements, and a nice new addition which makes administering CX-E possible now on a mobile.
So let's get into Atom. Atom is a total office manager and what it is really is an accumulation of existing features that we've had for quite a while on CX-E along with some of the new ones that are now available in CX-E.
And what we are doing with Atom is actually making it easier or bundling the part numbers and/or feature licenses that you would normally have to think about adding in terms of providing this feature capability to the system. And now it's a much simpler addition to the system in order to just bring a number of Atom users into the fold and have them capable of exploiting these types of features. We'll get into talking about what they are in a moment.
So Atom, with the speech interface, a feature I like to bring up quite a bit is relative to the speech interface is the fact that mobile users, although we think about mobile phones when we hear the word mobile, we have to remember that one place that we are certainly mobile in but we can't use our mobile phone (or at least we're not supposed to) is in the car.
And it's a great place and a great specification for the speech interface in terms of being able to be productive in that lost down time while in the car either to and from work or perhaps if you are a very mobile user on your way to appointments, and the ability to actually make calls and take calls or call into your account and check messages and the calendar, and perhaps even set a meeting and invite others to that meeting, all the while being able to take an inbound call right in the middle of that.
And so, this really makes the car, again which is a place that most typically can be down time especially now that the use of the mobile phone is not only dangerous but of course illegal in just about every state if not all now, makes it such an important and useful feature in terms of being able to remain productive throughout your day.
And so here is just one example in terms of call handling where you again might be checking your calendar or listening to email, having made one call into the office. And you may get a call from, in this example, Mark Reed. And so, you have the option to accept a call, reject a call, or acknowledge the call.
Now accepting the call means of course you have the call. Rejecting it gives the caller some options to either try another person or obviously leave voicemail. But a nice feature for the user is the ability to acknowledge this call. And so we can let Mark know that we're heading into a meeting and that we'll call back after we get out, in this case in about an hour.
And what's nice about this is other than the fact that we've left Mark an obvious courtesy by letting him know that we're interested in his call and we want to get back to him but we also left a copy of the message in the user's inbox to remind him that he needs to get back to Mark.
From a message management point of view, when you first call into the system and one of the things that we want to remind folks to do is that typically calling in from your mobile phone is that we enter your mobile caller ID, or your mobile telephone number, into your account so that it's a recognized number. So there's very little that has to be done in terms of logging onto the system because you're basically calling in from a secure device.
And so the nicest thing I can hear when I get in the car in the morning to drive to work is simply by dialing in and the system says, hello [Ed Zukis], what would you like to do? And so I can say something like, get new messages and I'll be able to either listen to email or voice messages and/or respond, or perhaps call other individuals in order to take action on these messages, leaving me pretty free to get to work once I get to the office, and rather than having to do that triage when I get there.
Another option of course when being asked what would you like to do is also to check your calendar and remind yourself on what you have going on today or perhaps even the rest of the week so that you can make some decisions on what it is you have to do or how you would be best prepared for these appointments, and in fact if you have to make changes to them, you're easily capable of doing that, once again, while in the car, two hands on the wheel, eyes on the road.
Now if I had to make a decision, let's say, to change a meeting or I wanted to ask a contact of mine to either join the meeting or perhaps if they can change the meeting, I might want to check to see if I have their contact information. And in case of the Atom client, assuming that I'm integrated with the email server, for example Exchange, we're actually looking at your Exchange contacts in order to provide you that information.
And so here in this example, I'm looking to get Mark Reed's email address or to confirm that I have his email address to confirm that I have his email address so that perhaps I can send him an email when I get to the office or what have you in terms of contacting him regarding that calendar event that I just noticed.
So the speech interface, of course I'm sure you'll agree, is very productive and can provide a lot of enhanced capabilities, again, in a down time where you might not be able to be productive otherwise. And what we've added in 8.5 is some additional speech interface languages, which we've been being asked about for quite some time now. And so you can see we've added U.S. Spanish, Canadian French, U.K. English, and Australian English as well.
Atom also is able to tell callers when you're away. So now you reach the office and one of those meetings that I had checked into earlier while driving in is now underway and I'm currently in that meeting. The nice thing about what Atom can do is that callers who are looking for me are going to be made aware of the fact that I am in a meeting and that my availability is restricted in terms of whether or not I can take that call.
And the way we're doing that is by actually taking advantage of the synchronization and integration with the calendar, for example, in Exchange, Office 365, and Google and we'll actually reply to the caller by saying, Robert Johnson is currently in a meeting and will be back at 11 a.m. in this example.
Now, what happens quite often is schedule change. And one example I can give is of course a meeting might end earlier and I want to be able to take calls. Now I don't want that outgoing to be played to my next caller. So I can go to my Microsoft Lync client in this case and actually change my availability to available. And in fact, CX-E is now aware of that and so is Atom and calls will now come to me without restriction or that particular prompt.
Conversely, if for some reason let's say I have a deadline on a project that was unexpected and I need to shut down, basically close the door to my office, well then simply by using the do not disturb availability setting in my Microsoft client, not only am I letting everyone else in the office know that I'm not available, but also my callers.
Now Atom can also know your location, and this is very useful in terms of automating the profile rather than having to adjust it with each new location that you reach. And so, we can accommodate this by utilizing either Wi-Fi connections and/or geo fencing. Let me give you a couple examples.
So I might actually be on a Wi-Fi network at my home office, and so Atom is aware of the fact that I am there and that that home office device, telephone, that I have there will be the first and/or primary device that the CX-E forwards a call to or sends a call to should I get one from the outside.
Having left the home office, while in the car, I may in fact be away from the Wi-Fi network which would first send my calls to my home office phone, but now I might actually be within the coordinates of cell towers and taking advantage of the geo fencing capability, CX-E or Atom can make a decision on whether or not the call should be sent to the mobile phone.
And then again, once I reach the office and my mobile client registers with the wireless network at the office, well then Atom once again knows that you're back in the office or you've now reached the corporate office and calls should be sent to your primary PBX extension.
So, Atom goes mobile when you do. And, excuse me, every feature that we bring to the desktop can also be made available to either the speech interface as we talked about, as well as through the mobile app. Things like unified messaging and context awareness, the multi-lingual capability that we mentioned - all these new features and capabilities can continue to move through it with you whether you're in the car or moving through an airport, or moving down the hall just away from your corporate office.
And so, in the mobile client we can in fact take advantage of these same capabilities along with offering some other nice new functionalities that lend itself very nicely to a mobile work day of a mobile user. For example, single number reach, the ability to have one number or publish one number by which I can be reached regardless of what device I'm using or where I am.
Mobile number protection comes into play as well because most of us are struggling with the fact that we may in fact have two mobile phones to deal with - our personal one and perhaps a corporate provided one. And so, many corporations are either thinking about or are already implementing a bring-your-own-device policy, BYOD. And the mobile app and Atom actually lend itself very nicely to this particular model because by using Atom and the mobile app, we in fact will, as I mentioned before, publish one single number reach which would obviously be your corporate caller ID, and not require you to publish or reveal your personal cell phone ID if that was the device that you decided to use on a daily basis.
And then when calling business contacts, again you won't be revealing your personal caller ID telephone number by asking Atom to make those calls. And so those calls would be made by using the app either by selecting contacts, which in fact in this example or the one that I used earlier would exchange actually calling my exchange contacts or through the directory, I'm actually reaching peers on the system, other subscribers to the system, or perhaps even calling back those calls that have either been made by me or others, or inbound calls that are in my call log, and then in effect, even an ability to just dial a number direct. Although I won't be dialing the cell phone direct to a business contact but asking Atom to make that call, presenting corporate caller ID.
So 8.5, we've enhanced the apps. We've really taken a good hard look at their usability since their first release and have updated them for both the iPhone and the Android. So we have a nice, sleek new look to them that will allow you to have a better visual indication of your current availability and a quick and easy way to change that availability in terms of an override.
Taking advantage of what we can do with the mobile app, we've released our first foray into mobile administration by offering a pad-based administrative tool that gives just a few features for us to sample with, excuse me, in terms of being able to bring back a feature that was gone for a little while and that's the answer mode override.
And so, an administrator who might be a mobile one who, for example, in a campus environment or a multi-building corporate enterprise would have to go back to their desk in order to implement and answer mode override might, let's say, close down a particular department's call processors or implement a bad weather warning, assuming that the office will be closing. Now, he or she will be able to do that through the mobile administration app as you see here on this iPad.
Atom can provide personal touch to important callers. Now, you may have heard me talk about that acknowledge feature before that we use through the speech interface. And so, adding to the promise that we'll do our very best to add or provide all the feature capabilities that we have in any interface that we come out with. The mobile app will provide that same functionality.
So as I said before you could say accept and reject. Here, in fact, you could tap those buttons to invoke the same features of an inbound call, as well as acknowledge the call. So this could be very useful in terms of an environment where using the speech interface might not be that effective. However, this particular methodology suggests that you'd still need to record an outgoing acknowledgement to let your caller know that you can't take the call.
Now, that may not always be the appropriate time to do that, let's say, when you're in a board meeting, and so in 8.5 we've released the silent acknowledge feature, which allows you to accomplish the same thing you did before via voice, although even though through the app, you're using less of your voice here, will in fact make the caller aware that you're unavailable, and then based on the selection you make here, you'll get back to them in that particular amount of time.
As before, in the Acknowledgement feature, a copy of this acknowledgement message to the caller is dropped in your inbox to remind you that you set an expectation with them and that you should be getting back to them.
Atom connected to the cloud in terms of supporting Office 365 and Google as more and more services get hosted. We are aware that we need to continue to follow along with what the enterprise is expecting and doing, and so we have those integrations available and working just as well as they do on-premise based solutions in that area.
So Atom has really come to market with a big recognizable hit in terms of our industry consultants who have looked at it and really determined that it is a very useable and sensible product, and I like the inference to the fact that Atom is like Siri for the enterprise.
So in 8.5 SU1, as I mentioned, we've offered some additional speech recognition languages. Canadian French was one we were waiting on for quite some time. Our Canadian friends should be very happy with that addition. Along with Swedish. That has actually been added to assist our [Astro] friends. This looks like a door that's been opened for the fact that we've moved into this arena and now we'll easily be able to add additional languages to the speech recognition interface.
So this means that not only is the personal assistant capable of taking advantage of the multi-lingual capabilities, but call processors, or speech enabled auto-attendants, are also multi-lingual.
Here we have a screenshot where we're showing a call processor that's been designed for speech enablement, and as you can see down at the bottom, the tab is currently highlighted for English. While you can see that the Spanish interface is also available and as you can see here in comparison to the English command, you'll also note the Spanish command is in that Spanish speech recognition interface.
As I mentioned earlier, Google Calendar and Google Contacts has now been made Atom aware, if you will. So we can provide that same functionality as we do with Office 365, and of course Exchange, and Lotus Note in the premise based solution.
So we can provide this great type of functionality that prior to what Google made available to us in terms of their APIs, etc. That will make it a lot more exciting and accessible to Google App customers.
Some other few additions are relative to our integration capabilities, and what we're doing with the SIP stacks. Many have asked us about Secure SIP, or TLS. And so we're happy to report that we're now supporting that along with secure RTP.
One of the things that many have asked us about, those who enjoy the web phone manager, is will we will able to provide a single sign-on solution at some point. And so, we've done the effort and developed the code in which taking advantage of the SAML standard, S-A-M-L, we're actually able to now accommodate authentication so that we can provide a single user sign-on instead of having to log on to the web phone manager every time you launch it from a UM perspective. And we've done this in collaboration with Microsoft's Active Directory Federation Service.
Other improvements have to do with Atom and a few other items. If you are a user of the speech interface, you may have been aware of the fact that you could actually call a system by name in order to wake it up, if you will, or ask for its attention, and in particular by invoking some features that really sort of come into play especially if you're handling multiple calls and so in the past, it was CallXpress or CX, and in fact we've added the Atom as a hands-free hot word. We've made some improvements to distribution list performance and we've updated the home music, which I think many of you who are existing customers will probably be happy to hear.
We've also updated a Live Reply feature which will actually allow us to get to the GAL, the global address list, and actually make a call out based on both the Outlook contact card as well as the global address list. And so, if you're not familiar with CX or previously CallXpress, Live Reply is the feature we have named, actually trademarked, for desktop click to call. And so we can do that in this Outlook interface.
In SU1, we've added click to call, or Live Reply, to a Lync client. And so based on desktop Lync client's ability to interact or integrate with the CX-E, we in fact can use the CX and the existing integration to the PBX to make an outbound call.
Now what's important about this aside from the fact that it supports Lync clients up to 2013 is that it doesn't require a Microsoft Plus CAL, and it doesn't require the CX-E Lync’s SIP gateway, which I mentioned earlier on. So we're actually making outgoing calls through the PBX integration by calling whatever is your primary device and then calling the intended party that you've either selected by a drop down list or perhaps just entered a telephone number that you wanted to call. So basically desktop control through the Lync client for click to call.
Couple other noteworthy updates. As we mentioned earlier on, Windows 8 is now supported from both the UM as well as administrative client perspective. When upgrading to 8.5, we will be moving to the nuanced vocalizer from the older real speak text to speech engine. Never fail has been updated to version 6.6, 6.7 excuse me. And for those of you who are using, or plan to use E1, we've updated the driver stack lab and are supporting them in the current release.
So as always, we like to remind you that although the CX-E is the core of our platform, laying over our strong interoperability capability to integrate with so many different applications as we've described here in this presentation. It is easy to move into the UC environment incrementally with investments over time. We're very rarely going to present you an option that is an all or nothing type of request and you can move into either the Atom framework or perhaps into UC Connect applications when you're ready. But having the AVST platform, of course, is going to be required.
And so, Emily, we come to a point where we're ready for Q and A.
Emily: Great. Okay, we do have questions. Again, if you have any questions and you want to type them into the question pane we will try to get to all the questions. So the first question is can Atom be delivered to one person businesses?
Ed: Well, sure it can. I guess the question that might be better asked is the CX-E available for a one person business? Of course. The Atom functionality is a licensed feature that would be added to the basic CX-E core system as I pointed out in the earlier slide. I hope that answers the question.
Emily: Okay. Yup. Next question. Are you able to do multiple functions while in the car and dialed into the system or do you have to hang up and call again to do something else?
Ed: No, that's the great part about it. It's a continuous session with the system. I literally can call in and first thing is get new messages. Find out what's hot in my inbox. Next I can check the calendar. At any given time I can actually say, pause the session, to perhaps pull into the Starbucks drive in and grab a cup of coffee and then once I pull away I can resume the session, and then start making call backs to people. I don't have to continually make phone calls or hang up and make another phone call to continue my session. That's the great part about it.
Emily: Yup. Okay next question. Does CX-E need special integration to integrate and to Lync?
Ed: Well, other than the integration that I mentioned in the webinar relative to your intelligent gateway, we do have a part number relative to that integration just like a PBX integration. So it's special. It's designed specifically for the Lync integration but this has been developed at our lab, certified, and we have a published doc that describes how to set it up.
Emily: Okay. The next question is they are wondering with Atom can a user have their own recorded out of office greeting play instead of the system out of office greeting?
Ed: So, the answer is yes. But and so my out of office greeting is a little different than it used to be because now I have Atom available to me. I used to say I will be out of the office from now until then, and you know my access to messages might be limited, etc. The nice thing is now Atom will look at the calendar and using more of a standard greeting, Atom will revert to that standard greeting where it makes sense after saying that I'm currently in a meeting or out of the office and will return at a different time. The nice part about this is that I no longer have to keep changing my greetings. The greetings change automatically based on my calendar settings.
Emily: Okay, and the next question. Do you use Nuance for your speech recognition?
Ed: We in fact do and are proud to let everyone know that we're a partner with Nuance. We didn't decide to go ahead and invent our own speech recognition engine when the best in breed in the industry, Nuance, was available to us. However, we did build the application that surrounds their speech engine.
Emily: Okay and the next question, does 8.5 SU1 support Lync 2013?
Ed: It does.
Emily: Okay and the next question they're asking, if the slide deck can be emailed to them? Yes, after this webinar we will email you the presentation as well as a link of the recording once that's available.
The next question is another Exchange question. When will Exchange 2013 integration be supported?
Ed: That was one of the announcements with SU1. Exchange 2013 is now supported.
Emily: Next question. Atom requires what type of licensing?
Ed: Well, in fact Atom is a bundled part number, so the requirement is just one part number for Atom, which gives you a variety, depending on the part number you choose, a variety of quantity of personal assistant users, unified messaging user licenses, and speech resource licenses, so it makes it easier to think about setting users up by purchasing a single bundle, rather than having to think about what different licenses you need to purchase.
Emily: Okay. The next question, does Exchange 2013 work the same as Exchange 2010? It's kind of a broad question.
Ed: Well, yes. I haven't seen Exchange 2013 yet, and so I'm going to suppose that since we've now released support for it, that there wasn't a big challenge or change to our integration to it, and that's why we're able to release support for it rather quickly.
Emily: Okay, and then the last question is an upgrade question. Oh, actually we have a couple more questions that just came in. The upgrade question. Upgrading to the latest 8.5 version requires how much downtime, and does the end user functionality change at all if we don't want to deploy Atom?
Ed: So upgrading, it's hard to estimate what downtime would be required. Certainly this system needs to be brought down, as you noticed if you are already employing speech on the system. The Nuance drivers been changed or being updated to vocalizers, so there's a little additional work in this particular upgrade.
But that question might be better answered by our professional services group if in fact you want to get some estimates on what amount of downtime we might be looking at. It really has to do with size of the database, the nature of the system . . . etc. And forgive me, I think I've lost part B to that question.
Emily: Oh, that's okay. And the other part is does the end user's functionality or experience change if they don't want to deploy Atom?
Ed: Not at all, not at all.
Emily: Okay. And then the last question is for Atom licensing, can we transfer our existing licenses to Atom?
Ed: Well, so I'm not quite sure transferring what existing licenses. If you already have personal assistant, unified messaging, and speech resource licenses, there's really no transference required. They will, after upgrading to 8.5, behave in the same way that Atom does. Again, Atom is simply a bundle of licenses that make it easier for us to talk about as well as to order, but in reality it is really a collection of those three licenses, as well as the inclusion of the new features you see available on 8.5 and 8.5 issue one.
Emily: And we also do have an upgrade to Atom program in the works as well, so anyone that's wanting to upgrade to 8.5 and receive Atom licenses, we will have a trade-up program for that. And another question, oh, they're asking for Atom what are the specific licenses again, they're wondering.
Ed: So Atom licenses, there are new part numbers for Atom licenses, and they come in bundles for, I'm not entirely sure here, probably getting in touch with sales will be better served here, but 25 users, 50 users, and 100 users, things of that nature, but there will be a combination of personal assistant, UM, and some number of speech licenses that are a logical quantity relative to the number of user licenses that are in that bundle.
Emily: Great. So again it's personal assistant, UM, and speech licenses.
Emily: Those are the three licenses they need, okay.
Emily: Great. All right, well that is all the questions, again we want to thank everyone for your involvement, and all the questions that you've asked, and as well, we can also work with you, or find if you have more questions, you can e-mail us anytime at firstname.lastname@example.org, we check that mailbox frequently throughout the day, and we can point you in the right direction of who you would need to talk to. And Ed, do you have anything to add before we close?
Ed: I just, things are moving so fast, I wanted to just be certain to point out that Lync 2013 integration may not in fact be supported just yet in SU1, but I know it's on the calendar to be available very soon, and so if it's not indeed supported by SU1, we'll be seeing it in a few short months, I'm certain of that.
Emily: Right, just put that in the works. Great, thanks so much for joining us, we appreciate it. Have a great day.