Telephony Call Controls

Microsoft Unified Communications Managed API (UCMA) 3.0 provides for basic telephony call control actions, including forwarding, acceptance/decline, and message sending. With UCMA 3.0, an application can place calls to unified communications-enabled endpoints and PSTN targets, transfer calls between itself and other entities, and route calls to agent hunting pools.

• Call establishment

  UCMA 3.0 allows an application to reach out with outbound notifications, take actions on behalf of a user, or as a client, to a far-end that is a UC-capable endpoint, and create and manage multiple modalities (audio, IM) as well as providing the ability for an application to extend the default modalities for custom media (such as whiteboarding). From the time that an application establishes its first endpoint, it can place and receive calls in the Microsoft Lync Server 2010 system.

• Call acceptance, call declining, call transfer, and call deflection

  UCMA 3.0 provides the application the ability to receive new incoming calls, both audio and Instant Messaging. An application can then accept or decline a call, or transfer it to another recipient for ultimate call handling. For more information, see Accepting an Incoming Call and Transferring a Call (UCMA 3.0 Core SDK).

• Presence-based call routing

  When the UCMA 3.0/Microsoft Lync 2010 solution is used to route calls, presence is used on the recipient’s side to assist in routing to an endpoint of an available user. Further, presence can be used by applications to signal availability for calls to end users. For more information, see Calls, Flows, Conversations, and MCU Sessions.

In UCMA 3.0, a number of other new call-centric features have been added, including the ability for an application to park a call (see Call Park), use a Back-To-Back agent (see Back-to-Back User Agent), send and receive rich contextual information (see Conversation Context Channel), and interoperate with PSTN voice calls (see PSTN Gateway and IP PBX Interoperability).