The once distinct disciplines of telecommunications and application development are intersecting as organizations begin to integrate voice communications, instant messaging, presence and other real-time capabilities into business applications.

The Covergence Session Manager (CSM)

CSM is communication middleware that virtualizes voice resources to make heterogeneous PBX and Unified Communications systems appear as one cohesive service. It eliminates the obstacles created by heterogeneity and provides an SOA "insulation" layer to eliminate point-to-point communications between the clients and servers.

Just as a web application server is middleware that enables and controls interactions between legacy systems and users, the CSM consolidates and virtualizes heterogeneous voice and presence functions into the network, so they can be shared by applications across the enterprise.

With dial-tone and presence built into the network the next step is to make it easy for web developers to embed voice into applications.

Web 2.0

Our Web Services interfaces integrate PBXs and other server elements into a common SOA-based session layer while our Web 2.0 interfaces enable web developers to wire together voice mashups quickly with the latest tools.

Our Web 2.0 capability uses the Representational state transfer (REST) to make it easy for web developers to incorporate voice into applications. REST is an architectural style for building distributed, interactive applications. They key is it leverages a set of models, protocols and standards (REST, HTTP, XML, and JSON, etc.) that are familiar to the large and less costly web developer market.

Organizations are already taking advantage of the CSM Web Services interface to streamline the sales-customer communications process. One customer, for example, has integrated their CRM system via CSM Web Services so that sales reps can make outbound calls directly from the CRM application. The new, enhanced application will now let sales reps:

• Utilize point-and-click to select the customer he or she wants to speak with and initiates and connects the call via the CSM
• If the call is directed into voice mail, the sales rep clicks on a "Leave Voicemail" button to deliver a pre-recorded voice mail played out by the CSM
• The sales rep can immediately move onto the next call while the CSM, in parallel, delivers a pre-recorded message into the previous customer's voice mail system

If communications-enabling applications is on your agenda, make sure your applications can control calls dynamically with CSM Web Services.

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