In a nutshell, presence is the ability to indicate COMMUNICATIONS to the outside world a number of useful characteristics about a person, including:
Who is the person;
What the person is currently doing;
If the person can be reache; andWhat is the best way to reach the person (phone, instant messaging, email, video conferencing, etc.).
This sounds simple enough. But simplicity can be deceiving. The outside world is far from a simple line. It encompasses many different types of interpersonal relationships—customers, partners, team members, managers, and coworkers—each of whom deserves a different answer about an employee’s status and accessibility. Then there’s the question of “who the person is”—which, again, can vary by context.
So a better way to define presence is to provide the above information in the context of whoever is requesting it. And with most systems, you can adjust availability and accessibility information base on the context of whoever is requesting it—so a superior might be told, “I’m busy—in an offsite meeting with a client,” but a coworker might simply see “unavailable.”
Technically
The oldest form of presence is the telephone busy signal. Automatic call distributors (ACDs) are another approach to presence (routing calls to the “next available agent”). And a more recent mechanism is instant messaging, which includes basic availability indicators, including the ability to set “away” messages.
Using presence in a company
Presence tends to be a feature of a tool, rather than a standalone tool. Instant messaging, telephony, email, conferencing, and social networking tools are increasingly present as a built-in feature. So from a business perspective, the question is not really, “Should we deploy presence?” (you probably already have it); but rather, “Which instance of presence should we standardize and build business processes around?”
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For most organizations, the answer is to leverage presence capabilities from one of three classes of vendors: messaging vendors, IM gateway providers, and telephony vendors. (See Figure 1: The Presence Vendors.)
In other words
Many organizations are standardizing around the presence component embedde in their messaging solutions, such as Rainbow , an innovative cloud-base relationship management platform that connects users, contacts and corporate systems from Alcatel-Lucent mobile lead Enterprise (ALE). Rainbow provides employees with an innovative way to spontaneously engage with their entire business community, while IT managers benefit not only from a one-click deployment application, but also from reduce telecommunications costs.
Others rely on messaging
Gateways from companies such as Apple’s FaceTime and Microsoft’s Skype for Business that integrate with public instant messaging services and also use features such as auditing, logging and management – known as federate presence. And some rely on the presence capabilities of their telephony systems, particularly unifie communications solutions from vendors such as OpenTouch Enterprise Cloud (OTEC), a comprehensive solution that enables cloud service providers, systems integrators and Alcatel-Lucent Enterprise resellers to deliver a suite of on-demand applications (IP telephony, unifie communications and Alcatel-Lucent’s on-demand contact center).
Regardless of the approach a company takes
It’s important to keep several scenarios in mind. The first is that, properly manage, presence can be a real boon to productivity. It helps reduce the agent email list overhead require to locate individuals and get questions answere. (Often, the ability to get a simple “yes or no” question answere in a hurry can speed up a project by days or even weeks.) So it’s wise to think in terms of enabling presence rather than disabling it—it’s not only a legitimate business tool, but, properly implemente, highly effective.
That said, there are significant challenges that need to be addresse. For example, presence information (including but not limite to IM discussions) is very likely to be discoverable. Which means it needs to be archive and/or destroye as part of the company’s overall eDiscovery policy. It also needs to be protecte—you don’t want competitors to see that the CEO is “in a meeting to decide whether to buy company X.” This means not only employing appropriate security measures, but also defining and standardizing policies regarding how much information is reveale and under what circumstances.
Companies intereste in exploring
Presence must first decide which system they will deploy as the foundation of their presence initiative. They must address issues like privacy, policies, and e-discovery head-on. But most of all, they must embrace presence, not avoid it.
However, video conferencing vendors like Yealink, for example. We have better compression rates, higher quality images. More multipoint (large conference) capabilities, the ability to work inside and outside. The corporate network boundary, and provide integration with room and telepresence systems. Many customers are asking for this higher level of functionality, but with that nice UC interface. This is where integration comes in.
Videoconferencing Integration Considerations
Ask your vendor about this integration, their experience with different. Companies setting it up, and details of the model for how each interaction with the system works. How does a user schedule a meeting? What information is presente in the conference room to connect users to the correct meeting? What security features are available if neede? What restrictions does the vendor impose on the integration?
Finally, take a close look at the functionality. Video conferencing has been around for a long time and has develope a complex. Set of features, including data sharing, remote camera control, improve path routing, firewall traversal solutions, and more. Many of these features rely on extensions to signaling protocols that may not be available in the UC environment. This means that while the user interface may be simplifie. Not all video conferencing features will be available in a UC deployment. Companies using video conferencing should carefully compare their preferre features against. What is possible in the integrate UC environment to avoid disappointment.
