An App Store for OCS? Great Idea!

Recently The VAR Guy blog announced that an OCS app store was in the works. Not by Microsoft though - by Evangelyze Communications, an OCS channel partner (like us!).

(There's a nice write-up on No Jitter too. Eric asked some good questions.)

I find this idea very interesting. Honestly, I hadn't figured OCS as the type of platform for an app store. But as I think about what these posts have covered, it makes more sense. Let me explain what I'm thinking here.

As Companies Grow, Communication Needs Change

The larger a company grows, the more complex its communications needs become. Communications Server is quite flexible enough to handle more complexity (especially with OCS 2010 coming). But there's no shame in getting help. By building onto OCS, you can customize its setup toward more specific customer needs.

We've done that ourselves with the Dialogic VoIP gateway. No reason someone can't do it with apps in an app store.

Say one company needs video conferencing between interstate offices. Another doesn't care about conferencing, but wants VoIP on all their phones. Two different priorities. Two different OCS setups. Perfect opportunity for custom developers.

Advantages of an OCS App Store to Developers

A Showcase
Enterprise-level apps aren't always easy to market. (Not to mention custom development services!) You're mostly marketing direct to companies, without always knowing where they are in their buying cycle. Your marketing could arrive too early - or too late.

Contrast that with a profile in an app store. Then the customers come find you when it's time to buy. All you have to do then is make sure you have a solid product, and you deliver content that addresses their communications needs.

IP Security
Safety of your intellectual property, that is. Since this would be run by a Microsoft partner and not Microsoft itself, Evangelyze has a vested interest in keeping such a store buttoned down and protected. (I'm sure Microsoft will help at some point too.)

Project Focus
You can focus on one endpoint (Polycom desk phones, smartphones, laptops/netbooks) instead of trying to develop a big huge solution for everyone. The customers who want apps for that endpoint will come find you. We already see this kind of specialization in the Apple store.

Some OCS App Ideas

I'm throwing out some ideas for apps here, off the top of my head. If you want to use one (or you're already working on the same idea), email me.

1. Social media inter-communication. Plug in Facebook Chat and Twitter.
   • A LinkedIn chat module? Maybe create an app that bridges two (or more) LI profiles via OCS IM, letting them chat in real-time after connecting? You could even leapfrog LinkedIn development here.
2. Office Communicator versions for all smartphones. Maybe a wrapper for the Communicator client, or a duplicate (better?) app for each interface - Droid, Blackberry, iPhone/iPod, etc.
3. Video Conferencing add-ons.
4. Remote server access. Maybe turn OCS into a command prompt for Telnet or SSH?
5. Translation. Auto-translate Instant Messages into a different language, and back again.
6. Software Gateway. Hey, might as well aim high. I'm sure this is possible. Someone's already working on it, I'll bet.

Call me crazy, but I like the idea of a channel partner building an OCS app store. They have a different perspective from the team who made OCS. And it's also different from developers who'll be working on custom apps for OCS. That sort of “midway” perspective should translate to a platform everybody can take advantage of for better communications technology.

What do you think? What kind of apps would you like to see in an OCS app store? Shoot me a comment; let's talk about it.

OCS 2007 R2 Now VS. OCS 2010 Later: What's the Plan?

(Sorry about the delay on this post. WordPress didn't want to cooperate last week, and I didn't have the time to fight with it.)

A few days ago we were asked a question. This question, I felt, deserved its own post. Because it brings up a very important OCS version point.

“Should we upgrade now, or wait for OCS 2010?”

In this case “upgrade” referred to the fact that this client had no present OCS system. The choice was between putting in a brand new OCS 2007 R2 system, or waiting a few months for the upcoming release of OCS 2010.

What Do You Need from OCS Now? Later?

This question comes down to two concerns: present need and future planning. What communications tools do you need? And how far in the future do you want to (or typically) plan?

These questions can help determine which is best. Upgrading to OCS 2007 R2 now, or waiting until the end of this year when OCS 2010 arrives. I'll address both while comparing the advantages of each approach below.

A couple things to keep in mind while we consider:

• Voice is a big upgrade issue.

• So is cost.
• Planning time is always dependent on how big an organization is.

Advantages in Upgrading Now

1. You'll get a jump on preparation. It takes time to survey and prepare.
   • You'll need an inventory of the user pool, and what they want.

   • You'll need to decide which services you want to use (VoIP or no, which servers are needed).
   • You'll need to decide what architecture to use (all local, all hosted, virtual?).
   • And you'll need to add necessary server hardware. (Or go with a hosted option, of course.)

   Deciding to start an OCS 2007 R2 implementation plan now gives you an option. Do we spread it out over a couple months? Or take a week and get it all done? The choice is yours.

2. “OCS 2007 now, OCS 2010 later” is NOT mandatory. You don't have to upgrade again (at least not right away) if your new OCS 2007 R2 system works for you.
3. An OCS 2007 R2 system removes the need for (and cost of) third-party conferencing solutions.

Advantages in Waiting for OCS 2010

1. It's intended to replace the PBX. OCS 2007 R2 can replace a PBX, but it requires some add-ons (ex., media gateway). OCS 2010 however is intended as a full PBX replacement.

2. Fewer servers needed. As I pointed out the other day, OCS 2010 will run on fewer physical servers than 2007 R2.
3. Even more prep time. If you have a larger organization, it will (obviously) take longer to prepare for a major communications change than it would a small business. Especially since you'll be moving people over to OCS, not just technology. Fortunately, you still have plenty of time to ease in.

Based on all this and the two questions I mentioned earlier, this is what I recommend:

If you intend to move to VoIP, plan for transitioning to OCS 2010.

If you're already using VoIP or don't want to use it, implement OCS 2007 R2 now.

What's your plan? Which OCS version are you moving toward?

No Response, Please Try Your Call Again

The OCS Insider will be back next week. I'm heading out for a business trip in just a few minutes. I'll be back in time for next week's post.

Speaking of, which of these topics would you like to hear more about?

• OCS 2007 R2 Support
• OCS 2010
• Voice over IP
• Using OCS for Conferencing (audio or video)
• OCS-Related Hardware
• Usability Tips

Leave a comment, or email me and let me know! Catch you all later.

Rename and a Revamp - New Features of Communications Server 14

Last week at TechEd, Microsoft announced the new features of Communications Server 14. Frankly, I”m not sure why the new version is named “14.” But that's not what I wanted to write about anyway.

What I'm blogging about today is a few of the features announced. More specifically, how those features translate into new benefits for small business OCS users.

Many of 14's updates focus on simplification: Easier administration, more unified front-end interface (Unified Communication - get it?). The main small-business advantage comes from a more comprehensive client application. All communication channels ready and waiting for you.

1. The Rise of Communicator 14

Every service goes through the Communicator 14 client. Live Meeting was originally separate from the Office Communicator 2007 client. (They were developed separately at first.) Communicator 14 has it built in. All conferencing capabilities, in fact…along with IM, voice calls, Presence, even a visual Voicemail menu.

2. More Roles Virtually Capable

In 14 there's support for virtualizing almost all OCS server roles (AV Conferencing, Archiving, Edge Mediation, etc.). Putting in a new Communications Server 14 setup becomes more appealing if there are fewer physical servers needed than for OCS.

3. Web Client Following You Around

14 includes a new Silverlight-based web client version of Communicator. Very handy if you have people who live on netbooks or smartphones. I've played with Silverlight a little too; this client is almost guaranteed to be much faster than CWA.

4. Avoid the Media (Server) and Still Call the Office

There's a new media bypass, reducing the need for a mediation server. It allows a front-end server to go “direct SIP,” meaning you can call into (supported) PBX phone systems without mediation. In other words, simpler setup, and you can still call non-VoIP phones.

5. Alert! Call #2467 is Failing!

I really like this one. There's a new Monitoring Pack in Communications Server 14. If calls are failing or their quality drops, alerts will show in the Monitoring Pack. You can even boost the audio quality if it’’s degrading!

6. SQL Backend Moved to Express Lane

The Director server role will include a SQL Express database in 14. So there's no more need for a separate SQL backend. That means even fewer servers running.

There's even more features than these too. A very thorough overview is on the “Inside OCS” blog.

A smaller, more streamlined communications system. Appealing to small business cost and space concerns, wouldn't you say?

What are you looking forward to in Communications Server 14? Drop us a comment and let's talk.

Yes, OCS Works for the Small Business Market

Microsoft recently announced that they are discontinuing the Response Point small-business VoIP system.
They decided that while demand was encouraging, it wasn't enough to sustain Response Point as a standalone business. The Response Point Team suggests Microsoft OCS as an alternative.

This announcement was written about on several other websites, including ZDNet. Commenters on these posts had basically two things to say:
1. Response Point was a nice solution and they're sad to see it go.
2. A full OCS VoIP system is overkill for small businesses.

Is it? That's a question worth exploring. Does OCS actually work as a VoIP phone system for the small business market?

Frankly? Yes, it does. Very well in fact.

Hosted OCS Has an Easier Small-Business Setup

The key to this is in what kind of infrastructure a small business uses. In the past, there was pretty much one way to build an infrastructure - install servers in-house, wire a network and set up the workstations to use its capabilities.

Now with cheap broadband and hosted/cloud-based IT services gaining popularity, we have a viable middle-ground. One where up-front cost is low and competitors can offer more affordable pricing structures.

Microsoft said that Response Point didn't have high enough demand as a standalone business. Maybe an in-house OCS system might seem like overkill. But nobody said a hosted OCS solution wouldn't fit the small-business bill in Response Point's place.

Voice Over IP In the Coming Years

Response Point was a VoIP replacement for a small business PBX. Technologically, this can be done in OCS 2007 as well. OCS 2007 just needs phones.

Any good OCS partner worth their salt should have a VoIP option available. Suited for small business needs and budget.

With all that said, we can give a couple responses to the main question.

• VoIP options are growing all the time. Certainly small-business options will grow as well.
• With OCS 2007 R2 out for a couple years now, manufacturers have been creating more VoIP phone systems.
• There will be more VoIP emphasis in OCS 2010. This has been known for a while now.
• A small business communications system using OCS does work. Here are two examples, one using VoIP and one not:
• WITH VOIP
• Hosted OCS 2007 R2 for Instant Messaging, Conferencing and Voice over IP
• VoIP Phones
• WITHOUT VOIP
• Hosted OCS 2007 R2 for Instant Messaging and conferencing
• Cellphones for Voice

Were I to speculate on this, I'd say Microsoft folded some of its Response Point team into OCS 2010 development. I fully expect OCS 2010 to have full VoIP capability and then some. At a level small businesses can use easily.

Is Lack of User Adoption Hampering Your UC Plans?

How familiar is this little IM scenario to you?

Bob's IM: Hey Frank, do you have the project specs ready yet?
Frank's IM: yeah, busy right now can I send it later?
Bob's IM: Sorry Frank, your Presence didn't say you were busy. Later's fine.
Frank's IM: ok
(Frank's Presence status doesn't change at all for the next week. Bob gets his specs the next day.)

What's the problem here? User adoption. Or lack thereof. In this case, lack of adoption of OCS' Presence tool.

One of the biggest hurdles in Unified Communications is getting users to start using it. People “don't have time” or “aren't used to it” (how are you supposed to get used to something if you never use it?).

Why We're Nervous About Switching to Unified Communications

There's a simple reason why people don't want to switch to new technology like UC - we're afraid.

Oh, not of UC itself. It doesn't bite. It's just another manifestation of the human fear of change.

Nothing wrong with that. (Fear of change evolved for very good reasons at the time!) But it does get in the way of adopting newer technologies like Office Communicator or Exchange 2010.

Unified Communications contains new ways for users to communicate among themselves (and with customers). Disrupting the long-standing order of Phone and Email? People are bound to hesitate.

Someone will have to push the office to switch.

If you're the sysadmin or IT manager…that's you. (Sorry.)

Two Ways to Spur Adoption

Make it Dead Simple
Offer a training course. Mandatory.

Provide reference material. (The Unified Communications Strategies blog has solid UC material.)

Indicate what aspects of Unified Communications should be used for which activities. For example, all internal phone calls will be done through Office Communicator. Any non-critical project discussions should use IMs. And so on. Write up the complete list and post it someplace everyone will see it.

Remove Alternatives
Schedule the “old system” for deactivation at some point in the future (say 30-60 days from UC implementation). Now this may not always work - in some cases, the “old system” is the phone!

If adoption is the goal however, you may not have a choice. You'll have to make it difficult for people to use anything except the UC channels.

Remove any old phones. Make a big announcement that everyone will use Unified Communications channels from now on. Change company cellphone plans if necessary.

People will grumble and complain about it for a few days, maybe weeks. But they'll adapt.

I think I'll go into more detail on these next week. In the meantime, how have you spurred user adoption of a new product or technology? Share your story in the comments.

How Will OCS 2010 Fit into the Cloud

I spent yesterday at the Web 2.0 Expo. (It's still going on, go see!) While there I talked with reps from Microsoft, IBM, Cisco, O”Reilly Media, a new TLD (.CO), and several different cloud-based software companies.

It gave me a lot of information on where the IT industry is going in the next few years.

As far as anybody knows, the coming business trends will look like this:

1. More competition in the social media space.
2. Social apps becoming social business platforms.
3. Cloud computing becoming an integral part of business operations and offered products.
4. Software-as-a-Service growing into Platform-as-a-Service at all levels of business.
5. Mobile already on its way to becoming a central piece in marketing strategy.
6. Touch interfaces becoming commonplace.

And I thought, where does OCS fit into all this?

I brainstormed on this a bit on the BART ride back. Somewhere in the tunnel I thought of using the new OCS 2010 for an Exhibit A.

Competition? What Competition?

Now, the big thing with OCS 2010 is that it's intended to act as a completely Voice-over-IP replacement to PBX phone systems. Given that every business uses phones , there's clearly a need. But how many companies are responding to it?

Here's the really interesting part. At the Web 2.0 Expo, I only found TWO companies offering a voice over IP solution: MangoSpring and babyTEL. babyTEL's solution is for Web applications like Facebook. So it's complementary to OCS, not a competitor. (And I'm not sure about MangoSpring.)

Is OCS 2010 the Voice Option for Platform-as-a-Service?

OCS 2010 is coming into Web 2.0/3.0/whatever-version-it-is-now as the vanguard of a potentially-huge trend: VoIP in the cloud. (Yes, it can run as a managed service just as easily as local.)

So let's look at those trends again. More competition means more communication. Social business platforms will need voice. Cloud-based VoIP? Check.

And for the last point: the new Windows Phone works with OCS via Office Communicator Mobile. So mobiles are covered too.

It looks like OCS 2010 fits in pretty well with the IT industry of tomorrow. In fact, I think it'll be the centerpiece for business communication in the coming years.

What are your thoughts on the Web 2.0 Expo? On OCS 2010? Leave a comment, let us know.

Remember: With VoIP, Wait for the Line to Connect Before Talking

In recent client discussions, we've observed communications going awry. Our clients, when calling us, start talking immediately upon the line connecting.

Now this is pretty normal. The line connects and you start talking. Pretty basic.

But! Here comes VoIP to make this parade turn down a side street.

We're bringing this up because several of our clients are getting cut off at the start of their conversations. They'll start talking immediately, but the first few words will never reach us. And we'll have to ask them to repeat. Naturally, this gets a little frustrating now & then.

This is one of those little kinks in new technology we have to work past. It happens because the tech is still relatively new, and disparities between data and voice are still being worked out.

Call Routing and Why You Should Be Aware Of It

The thing with VoIP is that it takes a second or two to connect to a regular POTS phone line. This is because the VoIP gateway must route the call between data and voice. Bridging the two networks, essentially. Here's an overview on VoIP gateways from TopBits.com to help explain.

If you're talking during the few seconds while the call is still being routed, those words won't make it through. They vanish. You'll be rambling on in mid-sentence by the time the other person is able to hear you.

Start the Conversation with a Breath

The way to prevent this little communication mishap? Take a breath before speaking. That's all. The amount of time it takes to route a VoIP connection is the same as how long it takes to breathe once.

And since breathing is good for you, it's an easy tip to remember. Relax, breathe, and then say Hi.

OCS 2010 Gaining Industry and Media Attention

There's been a spate of news lately surrounding the recent VoiceCon unveiling of “Communications Server 14.” That's the development name for Office Communications Server 2010, the next version of Microsoft's OCS. I've collected some links below to illustrate what's being talked about.

Microsoft OCS Update Promises to Replace PBX - NetworkWorld. Discusses Communications Server 14's announcement at VoiceCon 2010 in Orlando. Mentions 14's most anticipated feature: the ability to replace the PBX as a primary voice communications system. It makes an important point about Microsoft's OCS strategy: they aren't manufacturing hardware for use with OCS (phones, VoIP gateways, etc.). They've just put forth required standards for manufacturers to meet.

Screen Shots: What's New in Microsoft OCS 14? - ZDNet. ZDNet's gone one further on this, providing a series of screenshots of the new OCS 14. Some of them depict tools currently available in OCS 2007 (like the Dial Pad and Presence status) but others are new. Notifications of voice mails waiting for you showing up in Communicator, for one. Choose which audio device you want to talk with (Bluetooth headset anyone?), for two. ZDNet's Mary-Jo Foley also posted a reaction to the OCS 2010 announcement.

Microsoft Office Communications Server: Reaching Critical Mass? - MSPMentor. This article points to a very important issue in unified communications - the question of hosted vs. on-site communication services. Which will win out in the market? What will the MSPs favor? (We like both here.)
Both Microsoft and Cisco are feuding over this space right now, so it's hard to say. But this is good information for those connected with Unified Communications in some form or another.

Time to Toss the PBX: Microsoft Unveils Office Communications Server '14' at VoiceCon - TMCNet. This last blog post goes into more detail on Microsoft CVP of Unified Communications Gurdeep Singh Pall's statements about moving “past” the PBX to OCS 2010. The notion is a bit ahead of the game; we're still very much in transition phase. But at least he's enthusiastic!
The author, Patrick Bernard, did mention something really interesting too - a software app that links up IP phones to OCS. AudioCodes is releasing SIP Phones Support (SPS) for Microsoft Unified Communications in July. Definitely a helpful step to moving more companies toward OCS.

Technorati Tags: Microsoft business technology OCS 2007 OCS 2010 Communications Server 14

OCS Insider Tip: Avoid Using Refurbished Polycom Phones for VoIP

We use Polycom phones for OCS. And we recommend them to clients. They're great when you want an external phone for using VoIP, just like a regular phone. (Well, a bit better, since Polycom phones also have a screen displaying your contacts' Presence status.)

However, these are all new Polycom phones. Not refurbs.

One of our clients decided to order a bunch of refurbished Polycom phones for some new hires (without consulting us, mind you). A few days after that they called us. “We're having Internet problems,” they said. “Everything's going so slow!”

So we sent someone out to have a look. Sure enough, their bandwidth was very low. Connection was fine; something was eating up bandwidth from inside their network. The servers? Nope. An employee PC? No.

Turns out that one of the refurbished Polycom phones was sucking up bandwidth like a supercharged vacuum cleaner. For no reason at all. We removed that phone and replaced it with a new Polycom phone. And the speed problem evaporated.

We tested the refurbished phone back at our office. But we never determined why it decided to become a bandwidth hog.

So, here's our Insider Tip for the week. Are you looking at Polycom for VoIP phones? Great idea! Buy new phones though. You might save money on refurbs…but you could also lose out on work time when they misbehave.

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  • An App Store for OCS? Great Idea!
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