UCMA 2.0 Application Example

UCMA 2.0 supports server applications that exploit Communications Server for presence, instant messaging (IM), and voice. Shown here is a representative UCMA 2.0 application architecture, a hypothetical helpdesk application that takes voice calls from an organization’s employees and routes them to the organization’s support technicians based on information supplied by the caller. Calls arrive at Communications Server front-end servers (center), which forward them to the application’s servers (left) based on entries in Active Directory. The application interacts with the caller (top) over a voice media channel using an interactive voice recognition component and then sets up a conference call, hosted by Communications Server, between the user and an appropriate support technician (bottom), remaining on the line to record the call.

The application servers run the Communications Server core components (OCSCore) in addition to the application’s components and UCMA 2.0, and they require the .NET Framework 3.5 SP1 and Windows Server 2003 or later.