Exchange 2007 Unified Messaging Email and Voice Mail

Exchange 2007 Unified Messaging: Email and Voice Mail Duet • Julian Datta Julianda@Microsoft. com http: //blogs. technet. com/julian/ • Brett Johnson Brettjo@Microsoft. com http: //blogs. technet. com/brettjo

Why We Need Unified Messaging Problems of disunity Voice and e-mail as separate inboxes Different servers, access mechanisms Desktop software (e-mail) Phone (voice mail) Fax messages Stand-alone fax machines Users and administrators must manage their messages from multiple locations with different tools “With Exchange Server 2007, we look forward to being able to communicate better…Will this technology help us sell more golf clubs? In this case, yes, we believe that better communication will help us sell more golf clubs. ” —Eric Hart, End-User Computing Manager, PING Inc.

Exchange Server Unified Messaging • Delivering on a clear, simple vision • Convenient, integrated access to your vital business communications • Reducing costs, increasing operational efficiency by consolidating infrastructure, training – Unified store, transport, directory • Increasing client reach of Exchange to the telephone – “Anywhere access” to your messages, calendar, contacts “Having anywhere access to e-mail and voice mail is going to be a huge benefit. . . People can access information and interact with it using a variety of devices, at work, at home, and on the road; and all of this translates directly into productivity. ” —Steven Presley, Senior IT Engineer for Messaging, QUALCOMM

Exchange Server UM Architecture • Vo. IP protocols (SIP, RTP, T. 38) between UM and IP PBX/gateway • Works with many varieties of PBX • Well suited to site consolidation • Scalable, reliable

Preparing the System for Callers • Enable Users for UM – Exchange Management Console – Exchange Management Shell • Dial Plan – Log in to Outlook Voice Access – New User Dialog (Record Name, Greeting) • Call UM-enabled user – Hear greeting – Record voice message

Preparing Exchange UM for Callers • Demo

UM Automated Attendants • Call Answering is great, but: – What if caller doesn’t know the user’s phone number? – What if the user doesn’t have a direct-dial number? • Automated Attendant – Create New Auto Attendant (Speech Enabled) • Customize Welcome Greeting • Configure Business Hours, Time Zone • Create Menu, Add Menu Options – Use menu option • Telephone keypad • Speak the option name – Transfer to user by speaking their name

UM Automated Attendants • Demo

UM in Outlook 2007 and OWA Custom Rendering Voice messages Play (multimedia) Play on phone Fax messages Voice mail options Reset PIN E-mail folder Missed call notifications

UM in Outlook Web Access 2007 • Demo

Outlook Voice Access • Phone interface to Exchange Server 2007 • Speech enabled (English) or Touch Tone • Voice – Play, forward, delete, call sender, etc. • E-mail messages – Language detection, play, forward, delete, find, hide etc. • Calendar – Accept invitation, play details, clear, etc. • Personal contacts, directory – Call (office/mobile/home), send a message

Outlook Voice Access • Demo

UM Mailbox Policy • Configure properties for many UM-enabled users through a single object Property Description UMDial. Plan Dial plan to which the user belongs Min. PINLength Minimum number of digits allowed in user’s PINLifetime Maximum time between PIN changes Logon. Failures. Before. PINReset Consecutive TUI logon failures triggering PIN reset Voice. Mail. Text Inserted at end of each voice mail message body Allowed. In. Country. Or. Region. Groups Determines which dialing rules are allowed Allowed. International. Groups Determines which dialing rules are allowed … …

Availability through Redundancy • • • PBX routes calls to available Vo. IP gateways route calls to available UM servers UM service redirects calls to worker process UM accommodates outage in mailbox, transport, DC Maintains service if possible Service Worker process

Why UM Scales Better than VM • Typical MORG/LORG voice mail systems have 16 ports (or fewer) – Covers up to ~1000 voice mailboxes – Approx. 10× systems (160 ports) for 10 K ORG • UM can cover 10 K users with ~80 ports – Voice messages in Outlook (no call required) – Consolidation of spare capacity • 2 UM servers can replace 16 VM servers – (1 + 1) configuration for redundancy – Operating costs greatly reduced

Compliance, Discoverability • Some confusion/concern about voice mail retention • Legal opinion (Covington & Burling LLP) – http: //www. microsoft. com/exchange/evaluation/unifiedmessaging/dataretentionwp. m spx – “…no aspect of Exchange alters, by increasing or decreasing, the record retention obligations of … organizations [using it] in the U. S. or E. U. ” • Exchange can help the customer – Many features to implement compliance policy – Easier to locate and sort voice mail, if needed

MSIT Rollout of UM • Answering the phones for Microsoft – Call Answering, Auto Attendant, Outlook Voice Access • UM Servers in 3 Data Centers – Redmond, Dublin, Singapore • Weekly Statistics (Redmond, 6/29/2007) – 250, 841 calls handled – 75, 641 voice messages – 5, 099 Outlook Voice Access logons – 22, 300 external calls to Auto Attendants • 80. 2% call completion success for AAs – (3 + 1) UM Servers

MSIT Rollout of UM (July 2007) • Grand total: 53922 US Data Center 41204 Austin 73 Boston 62 Boston OCS (UC) 10 Ft. Lauderdale 308 Mexico City 455 Montreal New York Nortel New York OCS (UC) PSS – Redmond, Charlotte, Las Colinas Redmond Corp Forest 58 463 26 2376 22586 Redmond Dogfood Forest 4468 Redmond I 3 Corp Forest 5545 Redmond OCS (UC) Corp Forest 1939 Redmond OCS (UC) Dogfood Redmond Windeploy Forest Silicon Valley Campus OCS (UC) Other (Austin OCS, Montreal OCS, Nashville) APAC Data Center 5822 Bangalore Embassy Bangalore Signature Beijing-Sigma Chengdu Kuala Lumpur Melbourne Seoul Shanghai Shenzhen Shinjuku OCS (UC) Singapore APOC Singapore OMB OCS (UC) Sydney OCS (UC) European Data Center Other (Chofu, Osaka, Taipei) 47 180 1046 35 24 108 579 427 171 1541 31 395 494 169 535 37 6378 3 943 Bad Homberg 436 Dublin 1414 39 3 Dublin OCS (UC) 13 702 18 Les Ulis 1330 London (TVP) 2210 London (TVP) OCS (UC) Munich OCS (UC) Vienna Other (Les Ulis OCS, Lisbon, Milan, Dusseldorf, Stockholm, Wallisellen) 175 1597 42 278 13

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