Overview Planning Implementation and Management of Modular Messaging

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Overview: Planning, Implementation, and Management of Modular Messaging 3. 0 Session 306 Jeff Johnson, MM Product Introduction Julie Thiesen, ECAD Technical Enablement © 2006 Avaya Inc. All rights reserved.

Agenda MM 3. 0 Product Overview – What’s New Design Considerations Process Changes – Planning Forms – Data Collection Tool Installation Overview MM 1. 1 or 2. 0 to 3. 0 Upgrade © 2006 Avaya Inc. All rights reserved. 2

New System Capabilities Serenade TUI Activation of Call Me and Find Me – Does not include setting destination number Microsoft Exchange support of MM 2. 0 MSS features – All TUIs, Personal Distribution Lists, Broadcast, Privacy Audible Hourglass – New for AUDIX and Serenade TUIs (available for Aria in 1. 1) – “Please wait” prompt when system response > 4 seconds Sort by Message Type – Aria will still use TUI commands to access message types – AUDIX and Serenade TUI users will specify ordering via Subscriber Options (SO) (continued) © 2006 Avaya Inc. All rights reserved. 4

New System Capabilities (cont. ) Offline Access for Call Answer Messages – Common interface specialized for this application – Listen only for Call Answer messages only Block Call Answer Fax Receipt per Class of Service (COS) – Does not affect fax creation – Not available on Exchange (3 rd party fax solution) Record Caller Application Announcements – Available for all TUIs (was just Aria) Mailbox Initialization – Was “Educator” the term “Initialization” is more accurate – Change password and record name (all TUIs) – Record “Please hold” prompt and personal greeting (Aria only) (continued) © 2006 Avaya Inc. All rights reserved. 5

New System Capabilities (cont. ) Date and Time Prior to Message Playback – MM 2. 0 Aria TUI does not provide, traditional Aria TUI did – For Aria TUI, MM 3. 0 added date and time playback user selectable – AUDIX and Serenade TUIs consistent with traditional operation Subject Line Edit for Clients (MSS) – Web Client, Outlook Thick Client Multiple Time Zones – Time zone assigned per COS, default to system time zone – Time zone for mailbox may be assigned using Subscriber Options (SO) or Web Subscriber Options (WSO) (continued) © 2006 Avaya Inc. All rights reserved. 6

New System Capabilities (cont. ) “Rapid Response” Features – Call Answer Message Response Improvements (CAMRI) • Response to Call Answer messages from remote subscribers • Only for MSS, not Exchange – Find Me Music on Hold • Played instead of ringback • Only for QSIG switch integrations (T 1 or E 1 and SIP) – Caller Application Holiday Routing • Create Caller Apps for system defined holidays in addition to in-hours and out-of-hours – Several Caller Application enhancements • Transfer to ‘ambient’ mailboxes, no input handling, transfer to dial by name, non-interruptible prompts © 2006 Avaya Inc. All rights reserved. 7

TUI Enhancements Common TUI Elements – Common Caller Interface - Callers • Independent of called subscriber’s assigned TUI • Enhanced to include multi-lingual Call Answer capabilities – Common Log-In Sequence - Subscribers • Same as MM 2. 0 – Common Offline Access TUI Selectable Subscriber TUIs – Aria, AUDIX, Serenade – Per Class of Service (COS) – Used for subscriber access to mailbox, not Call Answer – Either Message Store (MSS or Exchange) © 2006 Avaya Inc. All rights reserved. 8

Desktop Applications Graphical User Interfaces – Thin Clients (Web-based) • Avaya Web Client (MSS only) • Avaya Web Subscriber Options (WSO) • Only Internet Explorer is Tested (others may work) – Thick Clients (loaded on user’s PC) • Microsoft Outlook Thick Client add-in • IBM Lotus Notes Thick Client add-in • Subscriber Options (SO) – Standards-based clients work with all versions of MM • Outlook Express, Eudora, etc. © 2006 Avaya Inc. All rights reserved. 9

Accessibility Improvements Accessibility via TUIs – MM 3. 0 is compliant with US Federal regulations • Section 508 of the Rehabilitation Act • Section 255 of the Communications Act – Single mailbox for voice and TTY recordings – TTY support for subscribers – TTY support for callers © 2006 Avaya Inc. All rights reserved. 10

International Considerations Multi-Byte Character Sets Native Language Operating System Support Multilingual Call Answering (CA) – Multilingual CA set on per-mailbox basis using SO or WSO – “Primary” CA language used when call is answered – Caller may select language S 3400 Hardware Discontinued for European Union countries effective 4/3/2006 © 2006 Avaya Inc. All rights reserved. 11

Switch Integrations (SWINs) SIP (Session Initiation Protocol) – Avaya Communication Manager (CM) 3. 1 and SIP Enablement Server (SES) – May not work with 3 rd party switches despite “standard” MWI Enhancements – On-demand refresh initiated by administrator – Respond to switch-initiated status inquiries TTY Support – H. 323 and SIP cannot be “host” switches • Can use IP network connectivity between sites – Possible packet loss would garble TTY characters Fax Support – Not available at GA for SIP • Available in post GA Service Pack – Not available for H. 323 © 2006 Avaya Inc. All rights reserved. 12

Additional Administration Features Customer Downloadable Patches from support. avaya. com Improved SMS deployment and simplified installation of desktop clients Latest Operating System Support – Red. Hat Enterprise Linux v 4 (MSS) – Microsoft Windows 2003 (MAS) Block Call Answer Fax receipt on Class of Service basis (MSS Only) Avaya Directory Enabled Management (API) Support (MSS Only) – Allows for LDAP Synchronization – Third Party Development required (e. g. Star Fish) to meet customers’ specific environment © 2006 Avaya Inc. All rights reserved. 13

New S 3500 Messaging Server Introducing the S 3500 server from Avaya – All Servers: 3. 4 Ghz Intel P 4 processor, 2 U form factor, 2 GB RAM – MAS: 2 slot telephony card capacity, 80 GB disk space. DVD-ROM S 3500 – MSS-H: 292 GB disk space (4 hot-swappable disks), DVD-RAM, Dual hot/swap Power, Quad hot/swap Fans – MSS-S: 160 GB disk space (2 disks), DVD-RAM Reasons to consider a new S 3500 messaging server: Message Application Server Message Storage Server (high-availability) – Increased T 1/E 1 ports per MAS for Intuity/Serenade TUI users – 2500 IMAP sessions (up from 1000) – Increased IP capacity / MAS – Smaller Rack Footprint (2 U) • 48 SIP on S 3500 vs 20 on S 3400 • 30 H. 323 on S 3500 vs 20 on S 3400 – Higher Performance Message Storage Server (standard) – Increased Performance – Higher Performance – Smaller Rack Footprint (2 U) © 2006 Avaya Inc. All rights reserved. 14

MM 3. 0 New Design Considerations - General More Powerful Server = Port capacities are the same across all TUIs with S 3500 MAS More Powerful Server = More client connections S 3500 MSS Many Old Feature Deficits are Gone – Transfer to Messaging now with CM 3. 1 – Record to Messaging (One Touch Record) now with CM 3. 1 Limitation of 150 Deployed Caller Apps (S 3500) or 120 (S 3400) OAN with SIP integration Not working (will be fixed in Service Pack) UCC (Reach Me) and SIP integration does not work Design Consultation Practice (DCP) Process Still Required – Process is simplified and easier to follow © 2006 Avaya Inc. All rights reserved. 16

MM 3. 0 Design Considerations - MSS Smaller Footprint - S 3500 Servers – S 3500 Servers Have Only 2 Slots for Telephony Cards – Capacity Constraints with MSS store • 80 ports of DSE (16 ports x 5 MAS) • 120 ports of Analog (24 ports x 5 MAS) IMAP 4 Sessions Increased to 2500 clients with S 3500 MSS-H All MAS’s must be co-located – Remote MAS’s not Supported by Avaya Global Technical Support (GTS) DSE Integrations Limited to 500 Subscribers – Avaya and Rolm switches – MWI considerations Web Client Server Software Must Run on It’s Own Server – Can be co-resident with Web Subscriber Options Fax Not Supported on H. 323 Integrations (with SIP in SP) © 2006 Avaya Inc. All rights reserved. 17

MM 3. 0 Design Considerations - Exchange 10 MAS - 240 Port Limit MAS’s must be located with Exchange Servers – Network PBXs OR – Use Remote Gateways Fax Requires 3 rd Party Fax Server Octel Analog Networking Supported – Exception is H. 323 and SIP integrations Exchange 5. 5 no longer supported © 2006 Avaya Inc. All rights reserved. 18

Centralized Voice Mail Design Considerations Voice Quality – Multiple-transcoding on digitized voice wreaks havoc and can result in poor quality message complaints – Use G. 711 encoding in MM unless you are Single Site, Single PBX – Use G. 711 in Inter-Region Traffic on CM if possible Sizing – Remember Sizing constraints in Concepts and Planning – Multiple MM systems can be connected to CM’s with larger processors - 8700, 8500, etc. Time Zones - Multiple Time Zones Now Available in MM 3. 0!! – By System, Class of Service, By User © 2006 Avaya Inc. All rights reserved. 20

Business Continuity - Plan for It Centralized System – make sure they are reliable – N+1 MAS – MSS-H – Hot swappable RAID level 5 disks, dual power supply – Offline Access - Make Received Call Answer Messages Available – LAN Backup - Safer, More Secure Backup and Restore Capability, Large systems can ensure full nightly backups WAN Failure – make sure it isn’t catastrophic – Use CM Reroute Features – Don’t Duplicate Voice Mail systems for this – Build Reliability Equation - CM + MM = Reliability © 2006 Avaya Inc. All rights reserved. 22

MM 3. 0 Planning Forms The Planning Form is an editable Word document used to collect information needed for the installation, access, and support of the entire Modular Messaging system Planning Forms have changed significantly from MM 2. 0 – For upgrades, reconcile information on the system and use to update 2. 0 forms and fill out 3. 0 forms – What is on the form may not match the system! © 2006 Avaya Inc. All rights reserved. 24

MM 3. 0 Data Collection Tool The Data Collection Tool (DCT) is a tool used to collect, validate, and store all of the information needed for the installation, upgrade, and recovery of the MAS The Data Collection Tool (DCT) creates a configuration file (*. mmdct) used in the installation and upgrade process. You can not install the software with out this configuration file © 2006 Avaya Inc. All rights reserved. 25

Information NOT contained in the Planning Form Information on features that will be used at the customer site (mobility features, clients, adjuncts, etc) Specific site configuration (end user password length, end user password rules, Auto Attendant features) Any information on Caller Applications Information collection for the Planning Forms comes from multiple sources and can take a while to obtain – Allow time to collect the additional information not gathered by the Planning Forms © 2006 Avaya Inc. All rights reserved. 26

MM “Process” Best Practices Planning Forms and DCT information still needs to be gathered and compiled well prior to the installation date – Successful installations hinge on accurate planning information – Information must be entered consistently between the Planning Form and the DCT. The information is manually transferred from the Planning Forms to the DCT Systems need to be pre-registered so that the Product ID and Remote Access IP addresses can be provided on the Planning Forms Save analyzed DCT post install for Disaster Recovery – Automatically created nightly, but does not contain all of the data © 2006 Avaya Inc. All rights reserved. 27

Keys to Successful Installations and Upgrades Planning, Planning Collect and verify information for installation or upgrade well in advance of the actual install Double, Triple, Quadruple check your planning information Use tools and job aides to help you collect system parameter information for configurations You can not upgrade an unhealthy system to make it healthy You can not successfully upgrade a system with information missing or inaccurate in the Planning Forms or DCT © 2006 Avaya Inc. All rights reserved. 29

What’s Covered Next New installation architecture MSS high level Installation steps MAS high level Installation steps – Avaya and Customer Provided Equipment (CPE) Boot disk changes MSS high level Upgrade steps MAS high level Upgrade steps – Avaya and Customer Provided Equipment (CPE) © 2006 Avaya Inc. All rights reserved. 31

New Installation Architecture - MAS Two part installation process changed for the MAS – Data Capture is done with the Data Collection tool (DCT) - MMDCT. exe – Unattended Installation is done with MISCM. exe MISCM – Automated install completes the following tasks – – – Create host files Real. Speak (Software Only) Sysprep (Hardware Only) setup basic Windows environment Networking configuration (Hardware Only) setup network cards Operating System configuration (previously OSConfig wizard) 3 rd Party Tools (Exchange Only) Software installation (Exchange Only) MM software components Dialogic setup RAS Setup (Hardware Only) MAS configuration (previously GVConfig) VMD Configuration (new installs only) some VMD properties are configured © 2006 Avaya Inc. All rights reserved. 32

MSS New Installation High Level Steps Network Administration – Machine Names, IP Addresses, Windows Domain, etc Trusted Server setup Move to MAS tasks Update MAS host information Place MSS in Windows domain Administer Classes of Service Administer Special Mailboxes Move to MAS to complete tasks © 2006 Avaya Inc. All rights reserved. 33

MAS New Installation Avaya Hardware High Level Steps MAS/MSS Complete preliminary tasks on MSS Have validated completed DCT file ready Turn on MAS and MISCM is launched Select *. mmdct file Select MAS to install Enter license key Complete Configuration Start Acceptance Testing © 2006 Avaya Inc. All rights reserved. MAS/Exchange Complete preliminary tasks for Exchange Have validated completed DCT file ready Turn on MAS and MISCM is launched Select *. mmdct file Select MAS to install Enter License key Install Third Party software when prompted Install MM Components when prompted Complete Configuration Start Acceptance Testing 34

MAS New Installation CPE High Level Steps Complete preliminary tasks for Exchange Confirm MAS Server prepared for install Have Validated Completed DCT file ready Install MISCM and launch Select *. mmdct file Select MAS to install Install Third Party software when prompted Install MM Components when prompted Complete Configuration Start Acceptance Testing © 2006 Avaya Inc. All rights reserved. 35

MSS Upgrade High Level Steps Ensure the system is healthy and working correctly Run Pre-Upgrade Tool Complete a Full Attended Backup Run the Backup Verification Tool Replace the hardware – Optional with considerations covered in the Upgrade section Install the MM 3. 0 software Restore the MM 1. 1 or 2. 0 backup onto the 3. 0 system – Restores the ENTIRE system: IP Addresses, machine names, etc so the 2. 0 and 3. 0 system can not be ‘live’ on the data network concurrently Move to the MAS Upgrade steps © 2006 Avaya Inc. All rights reserved. 36

MAS Upgrade High Level Steps – Avaya Ensure the system is healthy and working correctly Use MMDCT to analyze EACH MAS in existing system – Complete this step WELL PRIOR to the upgrade day – Understand that the system must be healthy and functioning prior to the upgrade. This verification is done PRIOR to the upgrade day MSS – backup steps completed from above MAS – New Image is installed – Perform Factory tasks (Windows Product Activation and MM_Setup) – Use MISCM and analyzed DCT to restore system – Restore backed up files – Complete installation and configuration tasks Verify Operation of the entire system © 2006 Avaya Inc. All rights reserved. 37

MAS Upgrade High Level Steps - CPE Ensure the system is healthy and working correctly Upgrade the OS to Windows 2003 Server SP 1 Install ASP. Net Configure IIS to use IIS 6. 0 (Not using IIS 5 mode) Upgrade Exchange System Management Tools to 2003 with Service Packs Upgrade Dialogic Drivers Upgrade Real. Speak Upgrade MM Components Verify the Operation of the entire system © 2006 Avaya Inc. All rights reserved. 38

MM 1. 1 or 2. 0 to 3. 0 Upgrade – Be Prepared! How do you get prepared? – Implementation Training at Avaya University – Documents to reference MM Application Guide (comparison guide), Concepts and Planning, Installation Guide – Complete set of MM 3. 0 product documentation available on the Support Site. Concepts and Planning, TUI Guides, etc – Upgrade High Level Process Document Upgrades are ALWAYS like for like (no change in backend or SWIN, but you can change the number of MAS’s). – You can not make changes during the upgrade process. They must be done prior or post install Upgrades from 1. 1 can go directly to 3. 0 © 2006 Avaya Inc. All rights reserved. 40

MM 3. 0 New Installs vs. Upgrades Installs will ship with new hardware + OS + MM software – Relatively easy process – Carefully following documentation is key to success Upgrades – Very different process than MM 1. 1 to 2. 0 – OS changes to the Windows 2003 and Red Hat Enterprise 4 – Need to plan for mixed S 3400 / S 3500 environments • Addition of new server, upgrading the rest • Moving port cards around – Don’t set unrealistic expectations on time required to upgrade – Carefully following documentation is key to success © 2006 Avaya Inc. All rights reserved. 41

Flexible Hardware Upgrade Options Upgrade S 3400 to MM 3. 0 software and Operating System Replace the MSS Add an MAS S 3400 S 3500 S 3500 Replace All servers or with S 3500 Exchange Can also upgrade from S 3400 MSS-S to S 3500 MSS-H if desired © 2006 Avaya Inc. All rights reserved. 42

Hardware Upgrade Recommendations MM 3. 0 will run on the S 3400 server with limits – Final testing shows that S 3400 is challenged to run the new standard Red. Hat OS (not Avaya modified kernel) and the MAS with Windows 2003 with full capacities – MAS Limit: 48 ports per MAS • Most customers will be fine, Can move port cards around as necessary • Remember, still have 5 MAS per Voice Mail Domain (VMD) limit – MSS Limit (S or H): 40 ports per Domain or 2000 subscribers (whichever comes first) • Will Impact larger customers • Most will be looking to upgrade to S 3500 already for IMAP 4 session increase Voice Card capacity on the S 3500 may mean additional equipment is required. Only two port card slots are available © 2006 Avaya Inc. All rights reserved. 43

Migrations Systems that can be migrated to MM 3. 0 - MSS – Aria 2. x and 3. x – Intuity AUDIX 4. 4, 5. 0, 5. 1, LX, and Hi. Cap – Serenade 3. x and 4. x MSS Message Store ONLY, not available for Exchange Retain original TUI as the default for the new system Provided by Unimax Mailbox Manager – What’s moved by the Mailbox Manager Migration tool? • System data, COS data, Subscriber Mailbox data – What’s NOT moved? (including, but not limited to) • Recording (messages, greetings, names, modified prompts), Automated Attendant mailboxes and / or applications, Personal Distribution Lists © 2006 Avaya Inc. All rights reserved. 44

Integration Updates Session Initiation Protocol (SIP) – 48 sessions per MAS with new S 3500; 20 with S 3400 – Fax support targeted for Service Pack post General Availability – UCC Reach Me is NOT available All MM subscribers MUST reside on a CM 3. 1 that supports SIP trunks It is recommended that all MM subscribers are on the same CM 3. 1 – With multiple CM’s and one MM there are significant amounts of switch administration required (routing tables and proxy administration) New MM 2 integrations now available for MM-Exchange – Cisco T 1, Siemens T 1 and E 1 Increase Capacity for H. 323 – Increase to 30 sessions per MAS with new S 3500 – Does not support Fax © 2006 Avaya Inc. All rights reserved. 45