microsoft ® lync™ server 2010 voice applications module 17 microsoft corporation
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2
Session Objectives
• Describe the mission and features of the Lync Server 2010 voice applications
• Understand how these applications get deployed
• Understand how these applications get managed
Agenda• Review the following Lync Server2010 voice applications
• PSTN Conferencing Services (CAA)
• Response Group Application (RGA)
• Call Park Application (CPA)
• The topic areas that will be covered are
• Mission and goals
• Features
• Management
• Topologies
• Coexistence3
What Are the Voice Applications?
A lot of commonalities:• All handle Voice• A similar deployment model• The same routing model and very similar call
flows
4
PSTN Conferencing Services
Response Group Application
Call Park Application
PSTN Conferencing Services (CAA)• Meeting Types
• Mission and goals
• Features• Dual Tone Multi-Frequency (DTMF) Commands
• Entry/Exit Announcements
• PIN Simplifications
• User experience (UX) Settings
• Deployment Steps
• Demo
• Architecture and Components
• Language Support
• Coexistence with OCS 2007 R2 and Migration
7
Mission and Goals
MissionMove 85% of your audio conferencing provider (ACP) calls on premise
Goals• Provide all the features needed to handle small/mid-size
meetings• Make join simpler and more reliable• Provide a best in class UX on both the PSTN and Lync Server
2010 sideNon Goals• Move all meetings to ACP: large meetings which require operator
assistance will remain on ACPA
8
New Features
• Standard DTMF controls• Entry/exit announcements
Provide all the features needed to handle small/mid-size meetings
• Lobby support for restricted meetings• Allows unauthorized users to wait in the lobby to be admitted vs being
disconnected in OCS 2007 R2• Name recording for unauthenticated users• By default PIN never expires for dial-in conferencing
Make join simpler and more reliable
• Discussed in separate session
Provide a best in class UX on both the PSTN and Lync Server 2010 side
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Feature ComparisonFeature sets OCS 2007 R2 Lync Server 2010
Participant Passcode
Leader Passcode (Corp User PIN) (Corp User PIN)
Music on Hold (not apply to corporate user) (not apply to corporate user)
Multiple access numbers with multiple languages and Toll free support
Entry/Exit Announcement (Tone only) (Tone or Name)
Scheduled Meeting
Reservationless Meeting
Mute/Un-mute Notification
DTMF in-meeting control x
Announce late participants/Recorded name x
Operator/Moderator Assisted Conference x x
Reference code (Billing) x x
Silent mode Partial (Live Meeting Console)
Roll Call Partial (Roster)
10
DTMF Commands• Commands
• *1 - Automated help• *3 - Private roll-call• *4 - Toggle silent mode (leaders only)• *6 - Mute/unmute self• *7 - Lock/unlock (leaders only)• *8 - Open lobby (leaders only)• *9 - Entry/exit announcements on/off (leaders only)
• Admin customizable• Each command can be configured as * / # + 0-9• Each command can be disabled (unset key mapping)
• End user discoverable• Shown on the Dial-in Conferencing webpage• Discoverable in conference by issuing help command
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Entry/Exit Announcements
Entry/exit announcements with names
• Announcements are made when participants join and leave• Batching reduces # of announcements
• Anonymous PSTN users record name
• Authenticated users’ names are announced by text-to-speech (TTS)
• Can skip name recording, join as “unknown participant”
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Entry/Exit Announcements
How name is played with announcements on and TTS on (default)
Federated user TTS of display name
PSTN authenticated
TTS of display name
PSTN anonymous Recorded name
Lync authenticated
TTS of display name
Lync/Lync Web App anonymous
TTS of name provided by user
MCU
AliceAuthenticated user
John(federated user)
Bill(PSTN user – authenticated)
SimonAnonymous OC/CWA user(provides his display name)
Jane(PSTN user – anonymous)
13
PIN SimplificationsSimplify PIN usage for end user
14
• New default policy for PIN to never expire
• Default onMake join easier
• Dial-in page is made more discoverable
• Windows PowerShell™ scripts for admins to send mail to users whose PIN is about to expire
Increase awareness
Important User Experience SettingsSettings related to the join UX• Default meeting policy (set by admin, can be changed by user)• Lobby bypass for PSTN users (set by user)
Meeting policy
Phone, Anonymous Phone auth’d with ph# + PIN
Invited Not invited
Organizer only (locked) Lobby(MoH)
Lobby(MoH) unless organizer
Lobby(MoH)
People I invite Lobby (MoH), unless PSTN lobby bypass turned on IN Lobby(MoH)
People from my company IN, unless PSTN lobby bypass turned off IN IN
Everyone IN, unless no authenticated users are in IN INRecommended default. Also gives a constant conference ID, i.e. Closest Experience to ACP. 15
Settings Impact In-Meeting User Experience Admin settings:• Set and order of DTMF controls can be configured (global/site)• Entry/exit announcements configuration
• Off• Beep• Name
• TTS for known users• Recording for unauthenticated users
Organizer:• Turn announcements on/off at schedule time for non default
meetings
Presenters:• Turn announcements on/off during the meeting
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Deploying PSTN Conferencing Services
1. Plan additional Direct Inward Dialing (DID) numbers and PSTN trunk capacity for access numbers.
2. Configure dial plans with a valid dial-in conferencing region
3. Deploy PSTN gateways or configure SIP trunking
4. Configure access numbers globally or per site*
a) Manage order of access numbers per conference region (PS cmdlet only).
5. Configure DTMF commands globally or per site*
6. Configure PIN security settings (complexity, expiration, etc.)
7. Enable user for PSTN dial-in (via conferencing policy)a) Populate correct phone numbers for users (msRTCSIP-Line property)b) Generate PIN and send welcome email via PS1 script*
* New in Lync Server 201017
Front End Server
Audio Conferencing Architecture
Backend SQL DB Server
AV Conferencing Server
ConferencingDatabase
Focus
Focus Factory
Web Components (IIS)
Join Launcher
Reach Server
Dial-in Conferencing Page
IM Conferencing Server
Web Conferencing Server
App Sharing Conferencing Server
AV MCU
Machine Boundary Process Boundary Web Application Audio Conferencing
Conference Auto AttendantConference
Announcement Service
Personal Virtual Assistant
Group Virtual Assistant
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PSTN Conferencing Service Components
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• Handles the IVR for the user join flow• Joins the user to the conference• Plays music if conference hasn’t been
activated
Conferencing Auto Attendant (CAA)
• Handles prompts played only to a user/group of users in their language (you have been muted/unmuted, help, lobby notifications, roll call)
Personal Virtual Assistant (PVA)
• Handles prompts played to ALL users in the conference in their language (Entry/Exit Announcements)
Group Virtual Assistant (GVA)
Multi-language SupportDial-in experience• Language is taken from the contact object, configured with PowerShell• IVR offers users the choice of languages found on the CO
In meeting experience• Personal announcements (played by PVA)
• In the language which the caller had at dial-in time• Global announcements (CAS, GVA)
• Announcements are played to all users grouped by language• Dial-out
• The person being dialed out to gets the language of the person dialing out
If the language of the user can’t be matched, the closest language is used (ex: FR-CA -> FR-FR)
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Conference Announcement Service
Group Virtual Assistant
Voice Applications
Group Virtual Assistant (C1/C2)
English
Caller 1 joins and requests English
Caller 2 joins and requests English
Caller 3 joins and requests FrenchGroup Virtual Assistant (C3)
French
Personal Virtual Assistant (C2)
Personal Virtual Assistant (C1)
Personal Virtual Assistant (C3)
Multi-language Support
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Coexistence with OCS 2007 R2• Problem:
• All CA access numbers globally available• User can call OCS 2007 R2 CA trying to join a conference
hosted on Lync Server 2010 pool• OCS 2007 R2 CA cannot handle lobby
• Solution: • Inter-pool transfer (requires OCS 2007 R2 cumulative update
#5)• CA will only accept transfers from another CA, will only transfer
if conference is homed in Lync Server 2010 pool
23
Call picked up by Conference homed in other 2007 R2 pool
Conference homed in other Lync Server 2010 pool
OCS 2007 R2 CA No transfer Transfer
Lync Server 2010 CA No transfer Transfer
Coexistence with OCS 2007 R2
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PSTN
WAN
Datacenter Asia
OCS 2007 R2OCS 2007
R2 CAPSTN
PSTN
Datacenter USOCS 2007 R2
OCS 2007 R2 CA
CAA Dial-In +33 …
CAA Dial-In +1 …
CAA Dial-In +65 …
2
1
3
4
1. 2007 R2 CA picks up PSTN call
2. ResolveConference3. ResolveConference response with Lync Server CA
GRUU4. 2007 R2 CA transfers call with context
Lync Server CA
Datacenter Europe Lync
Server
Summary of Migration Steps1. Getting to Coexistence State
a) Deploy inter-pool transfer CU (CU #5) to all CAA 2007 R2s in deployment
b) Install and activate Conference Auto Attendant (CAA) in a new Lync Server 2010 pool
c) Create a new Lync Server CAA and test
d) Move data from OCS 2007 R2 WMI to Lync Server 2010 CMS by running:
i. Import-Cslegacyconfiguration
e) Move/add users to Lync Server 2010 pool, migrate users’ meetings to Lync Server 2010 pool
2. Decommissioning OCS 2007 R2 pool
a) Using PowerShell cmdlets, migrate contact so that they point to a Lync Server 2010 pool instead of the OCS 2007 R2 pool
b) Meeting invites that still have OCS 2007 R2 access numbers will now be handled by CAA
c) Decommission OCS 2007 R2 pool25
Response Group Application• Mission and goals• Product positioning• Feature overview
• IVR• Call queuing• Routing• Agent side UX• Infrastructure
• RG management• Call flow – with and without anonymity• Unassigned number call flow• Demo• Coexistence
27
Response Group Application
MissionOffer a best in class departmental ACD to help you move off your PBX
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Goals• Provide all basic ACD features for departmental needs• Provide voice treatment for unassigned number service• Simplify manageability
Non Goals• Support contact center solutions
Current PBX SituationBasic PBX features
(Basic Hunt group)
Add-on ACD solutionFully featured
Additional licensing costs
Dedicated ACDHigh scale
High Additional Costs
• Basic hunt groups• Agent sign-in/out• Various hunting
methods
• MoH Business hours
• Basic CDRs
Departmental Solutions
• Supervisor • Live views• Advanced CDRs
• High Scale• High Availability• Advanced CDRs• Interop with LoB apps
Internal helpdesks, Small CCs
Large CCs
29
Positioning of Response Group
Response Group Application
• Hunt groups and basic IVRs• Integration with OCS presence• Agent anonymity• Announcements (unassigned
numbers)• Speech recognition and TTS• Music on hold• Basic CDRs
Dedicated ACDHigh scale
High additional costs• Supervisor
• Live views
• Advanced CDRs
• High Scale• High Availability• Advanced CDRs• Interop w/ LoB apps
Internal helpdesks
, Small CCs
Large CCs
Basic PBX features
(Basic Hunt group)
Add-on ACD solution
Fully featuredAdditional licensing costs
30
New Feature Overview
IVR
Call queuing
Routing
Agent side UX
Infrastructure
IVR features• Input: DTMF or Speech Recognition
• Playback: .wma or TTS• SR/TTS supported in 26 languages
• Rich IVR tree configuration • Customized messages before
transferring/disconnecting and MoH• Support any number of questions & answers
31
New Feature OverviewIVR
Call queuing
Routing
Agent side UX
Infrastructure
Call queuing • Music on hold• Queue time out/queue overflow/disconnect
action • On first call/last call: route to PSTN, other
queue, SIP URI or Voicemail
32
New Feature Overview
IVR
Call queuing
Routing
Agent side UX
Infrastructure
Routing• Serial, parallel, longest idle, round robin• Integration with receptionist console to
route all calls independent of presence state and allow receptionist to select call in the queue (‘attendant routing’)
• Agent groups defined by DGs or custom groups
33
New Feature Overview
IVR
Call queuing
Routing
Agent side UX
Infrastructure
Agent/caller UX• Inbound and outbound calls can be
anonymized (i.e. hide agent ID)• Call context on incoming call (options selected by
caller during the IVR)• Agent page to sign in/out of groups• Ring time out configured by admin• Presence icon do identify Response Groups
34
New Feature Overview
IVR
Call queuing
Routing
Agent/caller side UX
Infrastructure
Infrastructure• BW management support• Draining• New application store for settings
35
RGS to RGA Tool Migration
OCS 2007 R2 Lync Server 2010
36
Contact object command line
tool
RGS webconfiguration
tool
RGS MMC
RGA webconfiguration
tool
Lync Server Control Panel
PowerShell
Choose your IVR template1. Define Name of Response Group
Note: Creates contact object under the hood
2. Choose language3. Configure text/message to be played4. Business hours and holidays5. IVR and queue selection
More complex IVRs as well as all RGA settings can be configured over PowerShell
RGA Management – Tools and Deployment Steps
RGA web configuration
tool
Lync Server Control Panel
37
RGA Management – Tools and Deployment Steps
RGA web configuration
tool
Lync Server Control Panel
1. Define agent groups1. Configure routing method2. Alert timeouts3. Group membership (DL or
custom) 2. Define queues
1. Associate groups to queues2. Define timeout and overflow
actions
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RGA Management – PermissionsA new permission model based on Role-based Access Control (RBAC)• Lync Server 2010 Administrator
• The “all-powerful” admin
• Lync Server 2010 Response Group Administrator• Can do everything inside Response Group (but nothing outside
of the application)• Can create/edit response groups (including contact objects),
queues, agent groups
• The “manager role” has been removed
42
Call Flow – Without Anonymity
43
Ringing
RGA
1. Caller Alice calls a non anonymous response group via Lync 2010
Caller Alice
Call Flow – Without Anonymity
44
RGA
2. Caller Alice has an established call with RGA and is listening to music. RGA is trying to reach an available agent
Established
Ringing
Agent Bob
Caller Alice
Call Flow – Without Anonymity
45
RGA
Established
3. Agent Bob picks up and RGA connects the two calls. Caller Alice is now talking directly with Agent Bob and she can see in Lync 2010 that she is speaking to Bob
Agent Bob
Caller Alice
Call Flow – With Anonymity
46
Ringing
RGA
1. Caller Alice calls an anonymous response group via Lync 2010
Caller Alice
Call Flow – With Anonymity
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RGA
2. Caller Alice has an established call with RGA and is listening to music. RGA is trying to reach an available agent
Established
Ringing
Agent Bob
Caller Alice
Call Flow – With Anonymity
48
3. Agent Bob picks up and RGA connects the two calls. Caller Alice and Agent Bob are now talking to the RGA. In Lync 2010 Alice sees that she is talking to the response group
Agent Bob
Caller Alice
RGA
Established
Established
Media Flow
Unassigned Number Call Flow
User Bob
Mediation Server
Front-End
Caller Alice
mediaflow
49
1. Caller Alice has dialed a phone number she believes belongs to User Bob. The vacant number routing determines that this is not a valid number. Alice is connected to a special RGA workflow and is notified that this number is not in use
media flow
Unassigned Number Call Flow
User Bob
Mediation Server
Front-End
mediaflow
50
2. This special RGA workflow now transfers Caller Alice to User Charlie as configured by the vacant number routing
User Charlie
call transfer
media flow
Caller Alice
Unassigned Number Call Flow
Mediation Server
media flow
51
3. Caller Alice is now connected in a voice call to User Charlie
User Charlie
media flow
Caller Alice
Coexistence
User Bob OC 2007 R2
register
User CharlieLync 2010
register Pool AOCS 2007 R2
Pool BLync Server
2010
53
Coexistence
User Bob OC 2007 R2
User CharlieLync 2010
Pool AOCS 2007 R2
Pool BLync Server
2010
54
RG call
RG call
Coexistence
User Bob OC 2007 R2
User CharlieLync 2010
Pool AOCS 2007 R2
Pool BLync Server
2010
55
RG call
RG call
Coexistence
56
• This works well from an agent/service level however there is a challenge in this coexistence state with respect to the use of the agent sign in tab
• If an agent is homed on OCS but is listed as an agent in a Lync 2010 RG they will not be able to sign in or out of a formal agent group using the OCS agent tab
• Likewise, if an agent is homed on Lync 2010 but is listed as an agent in an OCS RG they will not be able to sign in or out of a formal agent group using the Lync 2010 agent tab
Call Park Application
• Mission and Goals• Features• Management• Call Flow – Park and Retrieve• Demo• Migration and Coexistence
58
Call Park Application
MissionEnable PBX replacement for customers requiring call park and retrieve functionality
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Goals• Offer all basic call park and retrieve functionality required to replace your
PBX
Non Goals• Provide a paging solution
Call Park – Features• Call Park and Retrieve
• Orbit (i.e. number) returned when call is parked• Parked user is listening to MoH• Call can be retrieved from PBX phone dialing orbit• Safe-retrieve: only retrieve my parked call
• Ringback• Calls not retrieved are transferred to the person who parked the call (after
timeout)
• Transfer to Fallback Destination• Calls not retrieved and ringback failed are forwarded to configurable target
(e.g. receptionist, response group…)
• Supported clients• Lync, attendant console, Tanjay, Aries to park calls• Any client to retrieve a parked call 60
Lync 2010 Retrieve Action
• Dial orbit like any other extension
• Click retrieve button (performs a safe retrieve)
• Parker receives notification who retrieved the call
63
Lync 2010 Ringback Action
• Call is ringing• User can click Accept call
button• Call can be declined• Call cannot be redirected• Call is not forwarded to
voice mail
64
Call Park Management
• User Voice Policy to enable/disable call park (off by default)
• Configure orbit range and destination pool (global scope)
• Optional: change defaults for:• Music-on-hold can be changed or disabled (service scope)• Ringback attempts (1-10) (site/global scope)• Ringback timeout (10-600s) (site/global scope)• Fallback destination (site/global scope)
• Configuration through PowerShell except range in UI
65
Park and Retrieve Call Flow
Mediation Server
Front-End
Caller Alice
incoming call
66
User Bob
incoming call
1. Caller Alice calls user Bob who is running Lync 2010
Park and Retrieve Call Flow
User Bob
Mediation Server
Front-End
Caller Alice
med
ia fl
ow
67
media flow
2. Caller Alice is now connected to User Bob
Park and Retrieve Call Flow
User Bob
Mediation Server
Front-End
Caller Alice
med
ia fl
ow
68
park call
media flow
3. Caller Alice wishes to speak to User Charlie. User Bob issues a call park command to the Call Park Application requesting an orbit
Park and Retrieve Call Flow
User Bob
Mediation Server
Front-End
Caller Alice
69
orbit 123
mediaflow
media flow
4. Caller Alice is now on hold, receiving MOH from the Call Park Application. User Bob receives a call park orbit
Park and Retrieve Call Flow
User Bob
Mediation Server
Front-End
Caller Alice
70
mediaflow
User Charlie
orbit 123(paging)
media flow
5. User Bob now shares the call park orbit with User Charlie via an internal paging system, IM, or some alternate method
Park and Retrieve Call Flow
Mediation Server
Front-End
Caller Alice
71
mediaflow
User Charlie
retrieve 123
media flow
6. User Charlie dials the orbit number in an attempt to retrieve the parked call
Park and Retrieve Call Flow
Mediation Server
Front-End
Caller Alice
72
User Charlie
media flowmedia flow
7. Caller Alice is now speaking directly with User Charlie
Coexistence
User Bob OC 2007 R2
register
User CharlieLync 2010
register Pool AOCS 2007 R2
Pool BLync Server
2010
74
Coexistence
User Bob OC 2007 R2
User CharlieLync 2010
Pool AOCS 2007 R2
Pool BLync Server
2010
75
park/retrieve
park/retrieve
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
CAA
PVA/GVA
Mediation Server
79
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
(S)RTP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
1
CAA
PVA/GVA
Mediation Server
80
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
1
CAA
PVA/GVA
CCCP/SIP
CCCP/SIP
Mediation Server
81
2
(S)RTP
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
1
CAA
PVA/GVA
CCCP/SIP
CCCP/SIP
Mediation Server
82
2
(S)RTP
CCCP/SIP
3
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
1
CAA
PVA/GVA
CCCP/SIP
CCCP/SIP
Mediation Server
83
2
CCCP/SIP
3
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
(S)RTP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
(S)RTP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
1
CAA
PVA/GVA
CCCP/SIP
CCCP/SIP
Mediation Server
84
43CCCP/SIP
2
Conferencing ArchitectureConferencing flow
Focus
PSTN phone
CAS
AV Conf Server
SIMPLE/SIP
(S)RTP
Focus Factory
SQL Backend
SchedulingClient
CC
CP
/SIP
SQL
SQL
Conferencing Server FactoryCCCP/
HTTP
1
CAA
PVA/GVACCCP/SIP
CCCP/SIP
CCCP/SIP
Mediation Server
85
4
5
3CCCP/SIP
2
© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after
the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
86
© 2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. This document may contain information related to pre-release software, which may be substantially modified before its first commercial release. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. Unless otherwise noted, the example companies, organizations, products, domain names, e-mail addresses, logos, people, places and events depicted herein are fictitious, and no association with any real company, organization, product, domain name, email address, logo, person, place or event is intended or should be inferred.
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