Determine who supplies and supports the customers current PBX / voice environment. And where that...

NameTitle

Company Name

Voicemail Solution Architecture Design Session

Architecture Design Session

Solution

Overview

Technology

Overview

Point out technologie

s for relevant

capabilitiesDiscuss

technologies

Architecture

Discussion

Discuss Architecture

Decision Points

POC Plannin

g

Develop scope and

specifications for POC

VPC-based demo

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in action

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Vision scope input


Solution

Briefing Summa

ry

• Inability to act quickly on customer requests or internal communications while on the road

• Time and costs required to check separate voice mail systems while traveling

Challenges

• Meet customer requirements on time and increase sales wins

• Connect with external and internal resources from anywhere without compromising productivity

• Lower IT costs through consolidation

Business Drivers

Summary of Pains and Drivers

Technical Requirements • Deliver a solution that enables interoperability with new and

existing systems• Deliver a secure unified inbox for e-mail, voice mail, calendaring,

and contacts


Solution

Overview

VPC-based demo


in action

Show various

possibilities

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Briefing Summa

ry

Authentication

Administration

Storage

Compliance

Unified Inbox & Presence Audio

Conferencing

E-mail andCalendaring

WebConferencing Telephony

VideoConferencin

g Voice MailInstant

Messaging (IM)

Authentication

Administration

Storage

User Experienc

e

Authentication

Administration

Storage

UserExperience

Authentication

Administration

Storage

User Experienc

e

Authentication

Administration

Storage

UserExperienc

eAuthentication

Administration

Storage

User Experience

Authentication

Administration

Storage

UserExperienc

e

Authentication

Administration

Storage

User Experienc

e

Telephony and

Voice Mail InstantMessaging

E-mail andCalendarin

gUnified

Conferencing: Audio,

Video, Web

On-Premises or in the Cloud

Communications Today

Streamline Communications

Amplify Protection and Control

Provide a Unified and Extensible

Platform

Across Devices PC, Mobile, Web

Increase Efficiency and

Flexibility

>>

>>

>>

>>Maximize

IT Resources with S+S

Authentication

Administration

Storage

Compliance

Unified Identity, Presence, and

Inbox

On-Premises or in the Cloud

Microsoft Unified CommunicationsIncreased productivity through communications convergence

Sce

nari

os

Pro

duct

s

On Premise Hosted by Microsoft

Deliv

ery

IM and Presence

Unified Messaging

E-Mail and Calendaring

VoIP

Mobility

Security and Compliance

E-mail Security, Compliance, and

Continuity

Hosted by Microsoft or by Partners Hosted by Partners

Conferencing

Microsoft UC Products and Services

Conferencing

UC Journey Through Infrastructure Optimization

Basic

BasicStandard ized

StandardizedDynam ic

DynamicRationalized

Rationalized

identify where

you are

identify where you

want to be

Basic e-mail, file shares, mostly phone based

communication

Standard platform for

secure e-mail and IM

Ad hoc teaming around functions & projects based on IT standards

Increasing unification of

communication channels

Fully managed collaboration platform and

pervasive access

Seamless collaboration across the firewall

Federation of communication information and

policy

IT is astrategic asset

IT is abusiness enabler

IT is an Efficient cost

center

IT is a cost center

Identifying Target Maturity Level IM

&

Pre

sen

ce

Basic

BasicStandardized

StandardizedDynamic

DynamicRationalized

Rationalized

Voic

eC

on

fere

nci

ng

Messag

ing

Legacy TDM PBX, traditional phones

Limited voice mail and call routing

Highly available hybrid telephony infrastructure

Online & offline access to voice mail

Managed call routing

Encrypted voice infrastructure with unified inbox accessible from PCs, phones, & web browsers

Managed storage

Presence-based call routing

Integrated voice platform for IM/presence; conferencing with LOB applicationsAuto-remediation, proactive monitoring of call qualityFederated identity and presence-based call routing

Rich mailbox & calendaring

Secure, remote, online & offline access

Basic AV/AS/AP protection and disaster recovery

Solution supports encryption

Business continuity with AS/AP and multi-layer AV protection

Support advanced policy-driven message controls

Provisioning for user inboxes

Basic email with no remote access and with limited security

Minimal or decentralized IT support

User inboxes are fully managed by IT

Seamless business continuity with multiple AV/AS protection

Advanced policy control to mobile devices & applications

Integration with LOB applications

Federation of calendarPublic IM/online presence, ad-hoc use for daily business

Secure access from inside & outside the firewall

Supports peer-to-peer voice & video communications

Presence enabled email client

Secure IM/online presence accessible from a variety of devices and integrated into enterprise productivity & collaboration platform

Persistence group chat

Supports federation and integration with LOB applications

Sporadic use of audio & web conferencing

Limited video conferencing capabilities

Integrated & secure conferencing platform

Supports high-quality audio & video

Remotely accessible collaboration features

Secure web conferencing accessible from remote locations and devices

IT-managed video conferencing with limited remote access

Contextual unified conferencing solution tightly integrated with collaboration infrastructure and LOB applications

Voicemail (Unified Messaging)

Read voicemail with Voicemail PreviewCreate customized greetings and call transfer optionsImproved caller ID

Consolidate voicemail onto a single messaging platformNative Message Waiting Indicator announces the arrival of a new voicemail

Manage voicemail and email systems from a single platformManage UM using scriptable commands and workflowsSecure confidential and private voicemail

Optimize UserProductivity

Reduce ITManagement

Decrease Cost

IT UserOrganization

Exchange Unified Messaging Solution


Solution

Overview

Technology

Overview


s for relevant

capabilitiesDiscuss

technologies

VPC-based demo


in action

Show various

possibilities

Vision scope input


Solution

Briefing Summa

ry

Exchange Server 2010 Unified Messaging Call answering (Outlook, Outlook Web App)

Outlook Voice Access (E-mail, VM, calendar, contacts)

Rich Fax Partner Support

Automated Attendant

Lync Server 2010Remote Call Control

Forward calls to voice mail based caller ID pop up

Use Lync 2010 to direct voicemail playback

Make voice calls through the PBX

Message indicator icon in Lync 2010

Technology Overview

Exchange Unified Messaging

Extend the Exchange Server vision by bringing voicemail to the inboxSimplify tasks and reduce administrative costs by consolidating infrastructure and trainingExpand the reach of Exchange to the telephone to allow “anywhere access” to your inbox, calendar, and contacts

Voicemail in Your Inbox

Exchange Unified MessagingBenefits

Access to Exchange InformationPlay on PhoneVoice mail formUser end configurationCall AnsweringCall answering RulesVoice Mail PreviewMissed call and voice mail notifications using SMSProtected Voice MailOutlook Voice AccessGroup addressing using Outlook Voice Access

A complete unified messaging systemAn Exchange 2010 deployment and administration modelAn Exchange 2010 security model Consolidation of voice mail systemsBuilt-in Unified Messaging administrative rolesIncoming fax supportSupport for multiple languagesAuto attendant

Key User Benefits Key Admin Benefits


Triage voice messages quickly

ContextualActions

Inline AudioPlayback

Text Previewof Voicemail

Voicemail PreviewSave time and money by triaging voicemail in your inbox by reading the text previewAvailable in U.S. English, Canadian English, French, Portuguese, Italian, Polish, Spanish


Call Answering Rules

Manage RulesDefine a

Personalized Voicemail Menu

Call Answering RulesAs simple as email Inbox RulesProvide different menu choices based on the Caller ID


Call Answering Rules Improvements

In the RTM version, Call Answering Rules required a caller to explicitly select an option. If no option was selected, UM would time out after 10 seconds, and then prompt the caller again for input. In SP1, the time-out value is changed to 5 seconds, and the caller is prompted with "To leave a voice message, press the pound key or wait for the tone." Then, if the caller doesn't press a key, the UM server will prompt the caller to record a voice mail message instead of waiting for them to press a key.

In the RTM version, when a caller who's greeted by a call answering rule selects the voice mail option, a UM server first plays the called party's voice mail greeting before prompting the caller with the instruction to leave a voice message. This can be confusing if the user has created custom greetings. In SP1, the voice mail greeting is skipped if the caller has chosen to leave a voice message via a call answering rule that's configured.

In SP1, a missed call notification won't be left for a user if the inbound call reaches the called party using the Find Me feature, if a call transfer succeeds, or if a voice message is successfully left for the user.

Exchange Unified MessagingCaller ID lookup

Resolves caller ID to a contact’s name whenever possible

Unified Messaging (UM) uses information about the calling and called parties to perform a name lookup. This lookup enables a caller's name to be included:

In a missed call notificationWhen a caller leaves a voice message for a UM-enabled user when the calling party's name is located in Active Directory or in the called party's personal Contacts.

Support for enhanced caller ID resolution for displaying names for voice mails from unresolved numbers using Caller Name Display (CND)

Inline Audio Playback

Exchange Unified Messaging Options for Playing Voice Messages

Play on your Computer, Over the Telephone, Or Add Audio Notes


Integration with AD RMS and Exchange Unified MessagingPermissions designated by sender (by marking the message as private) or by administrative policy

Protected Voicemail – Prevent forwarding of voicemail

“Do Not Forward” template

Protect All messages or only messages marked Private by sender


Exchange 2010 UM supports MWI nativelyConfigure through UM Mailbox PolicyNo new rolesHighly scalable

Also can send SMS to mobile phone with first 160 characters of Voicemail Preview

Message Waiting Indicator - Be notified when you have a new voicemail

Mailbox servers

UM server

s

Gateway & PBX

Phone

Exchange Unified MessagingAuto Attendant

One or more Auto Attendants can be configured and deployed as required

Supports multiple languages

Customizable to meet organizational requirements

Speech-access or DTMF interface

Access to individuals and/or departments

Provides a voice menu system to locate and place or transfer calls

Exchange Unified MessagingAuto Attendant – An example

Exchange Unified MessagingOutlook Voice Access

Users can interact with their mailbox using touchtone or voice commandsAutomatic Speech Recognition (ASR)Users can retrieve, listen to, reply to, create, and forward voice or e-mail messagesListen to or change calendar informationSend a voice message to a personal contactCan set personal greeting messagesAllows user to choose the order to listen to unread voice mail messages, from the oldest message first or the newest message first

Listening to e-mail messages using the Voice User Interface

Sending an I'll be late message using the touchtone interface

Sending an I'll be late message using the Voice User Interface

Enables users to retrieve e-mail messages from their mailbox using an Analog, Digital or Mobile

telephone

You can add a secondary UM dial plan for a UM-enabled user. Secondary dial plans allow administrators to assign two extension numbers to a UM-enabled user. Or, you can assign a primary extension number in a UM-enabled user's primary dial plan on one PBX or IPX PBX and a secondary extension for that user within a secondary dial plan that exists on a different PBX or IP PBX.


Allows two extension numbers to a UM-enabled user


Rich Fax Partner Support

Fax specification is published and available to all partners who wish to have a first-class integration

TekVizion is the certification partner

Fax messages appear to the user in a familiar fashion

Administration is done in EMC for provisioning and de-provisioning

Integrated Experience

Partner Interoperability Program

Partner connections are authenticated by Exchange

Choice of hosted or on-premises partners

Flexibility and Security


International Support - Prompts, text-to-speech, speech recognition

Total of 26 Languages

Catalan Chinese

(Hong Kong) Chinese (PRC) Chinese

(Taiwan) Danish Dutch

English

Australia Canada GB India United

States Finnish French

Canada France

German Italian

Japanese Norwegian Polish Korean Portuguese

Brazil Portugal

Russian Spanish

Spain

Mexico Swedish

Voice mail needs to be retained and discoverable Built-in compliance options with Exchange 2010Built-in compliance options with OCS 2007 R2

Exchange Unified Messaging Voice Mail Retention for Compliance


Three UM administrative roles, as shippedUM Administrator

Administer any and all UM functionality

UM Recipient AdministratorProvision UM mailbox, PIN reset, clear lockout

UM Prompt AdministratorUpdate Dial Plan and/or Auto Attendant prompts

Custom roles may be created

UM Administrative Experience - New Role-based Access Control

Exchange Unified MessagingUser end configuration

Outlook Web App provides UM enabled users to configure options for Voice mail, OVA, and

Call Answering Rules


Enterprise-class reliability

UM protocols: SIP/RTP to gateway/PBX LDAP to the directory MAPI/RPC to mailboxes

Can place UM servers distant from PBXs Support scale out and

server consolidation


Regulatory Controls - Flexibility to meet business needs

Greater control of voicemail Voicemail in your Inbox

Single administration point

Powerful retention policies can be applied

Reduces the cost of accessing, querying, and producing voicemail

Option for standalone voicemail

New-ManagedContentSettings

-MessageClass

IPM.NOTE.Microsoft.Voicemail*

-Name "Voice Mail Retention Period"

-AgeLimitForRetention "30"

-foldername "Inbox"

-RetentionAction "PermanentlyDelete"

-RetentionEnabled $true

Presence infrastructureUse Lync 2010 and Lync Mobile as client end-points

Provide presence to enabled applications

Easily embed presence information in custom applications

Instant messaging

Collaboration and conferencingVoice, video, presentations, application viewing/sharing

Ad-hoc or scheduled

Promote and demote as needed

Software-powered VoIP integrationWorks with legacy PBXs

Works with VoIP implementations

Integrates with PSTN

Lync Server 2010Beyond Unified Messaging

IP-PBX PBX

PBX Phone

PBX Phone

VoIP Gateway

Lync Server Deployment

Users get a consistent rich experience bringing voice to the PC regardless of infrastructureIntegrate with existing infrastructure, whether TDM or IP-basedOn PC call control; caller ID, call forwarding, voice mail play back, send call to voice mail, voice mail notification One click access to voice mail via Lync, no need for a PIN

PSTN

Lync SeverRemote Call control

Message Waiting Indicator (MWI) in Lync 2010 and UC devicesDirect dial into Outlook Voice Access without reentering PINVoice mail is recorded in higher quality than traditional voice mailVoice Mail PreviewMissed call and forwarded call notifications in inbox

Better Together with Lync 2010

Exchange 2010 and Lync Server 2010Unified Messaging integration

With one click, switch to the voice mail messageMissed call notificationsInbound Call can be forwarded to another number or to Voice Mail Support for recording high-fidelity voice mailsDirect voicemail callingOutlook Voice AccessAssign subjects and prioritiesAuto Attendant


Solution

Overview

Technology

Overview


s for relevant

capabilitiesDiscuss

technologies

Architecture

Discussion


Decision Points

VPC-based demo


in action

Show various

possibilities

Vision scope input


Solution

Briefing Summa

ry

Small, Medium and distributed businessConsider voice recognition functionality in Exchange and how it can be used for auto attendant, teleprompt, company directory, and inbox accessEvaluate current phone system requirements to support Exchange UMConsider different government impacts if you cross boarders

Highly mobile organizationsConsider remote access network requirementsEvaluate your PKI certificate options to support secure remote access

Companies facing end-of-life situations for current voice mail solutions

Evaluate current phone system requirements to support Exchange UMDetermine needed feature sets for future phone system

Key Deployment Scenarios

Exchange Unified MessagingA close relationship with telephony

Exchange Unified Messaging topologywith single PBX

Exchange Unified Messaging topologywith multiple PBXs

Phone Company’s

Central Office

External Phone

Unified Messaging

Hub Transport

Mailbox

Active Directory

Client Access

Lync Phone Edition

Lync Client

Gateway

Lync Server Pool

Exchange UM and Lync Server 2010 Connectivity

Exchange UM Architecture

Client Access Server

Mailbox Server

Unified Messaging

Server

Hub Transport

Server

AD DS

Edge/Firewall

LDAP

RPC

SMTP

Computer

Phone

PBX

Phone

Lync FrontEndServer

SIP

Mediation Server

RTP

VoIPGateway

TDM

Outlook Web Access

Outlook

Exchange ActiveSync

Internet

HTTPS RPC/HTTPS

IP PBX

PSTNPhone

Fax

TDM SIP/RTP

PBX

VoIPGateway

Phone

TDMPartner

Fax

UM Server Role Requirements

UM Requires Mailbox, Hub Transport and UM server rolesServer should be placed in the protected corporate networkSIP connectivity between the UM server and the PBX is required

Traditional PBX requires gatewayMany VoIP PBX also require gateway“UM ready” VoIP PBX systems connect natively

Exchange Enterprise CAL required for client VM access

Architecture Decision Points

• Current UM technologiesCurrent Infrastructure

• Future UM needs and goalsFuture Infrastructure

• Basic access requirementsAnywhere

Access

• Basic deployment planningDeployment

What PBX systems are you now using?Used to determine type of gateway needed to integrate with UM

What technologies are currently implemented that offer UM?What is the current network and office topology?What are the company drivers and requirements for UM?What media gateway resources will be required?Given your scenario, what requirements will you have for

Voice mailI nbound and outbound call routingCall restrictionCall detail reporting

Architecture Decision PointsCurrent Infrastructure

What are the future plans for the network and office topology?What are the expansion expectations for the next six months, a year, two years, and five years? What types of UM solutions are needed?Does everyone need the same type?Which specific services or resources do you want to provide access to?

Architecture Decision PointsFuture Infrastructure

What certificate types will be required and how will they be deployed?Outlook Voice Access requires an inbound extension to Exchange Server – Determine the type of number neededWhat other servers will have proxy access provided by Exchange Server?Will you need custom prompts or recordings made for Exchange

Architecture Decision PointsAnywhere Access

Do you need to deploy any PKI assets if you’re just doing a pilot? Consider Lync as part of your UM deployment to give users more control.Coordinate with network security / firewall team to provide appropriate tunneling, server access, and server placement.Determine the type of gateway or PBX software needed to allow Exchange and the PBX to interactDetermine the Fax Partner Solution for Fax servicesWill there be a migration path from the old system to the new – How will users be retrained?

Architecture Decision PointsDeployment


Solution

Overview

Technology

Overview


s for relevant

capabilitiesDiscuss

technologies

Architecture

Discussion


Decision Points

POC Plannin

g

Develop scope and

specifications for POC

VPC-based demo


in action

Show various

possibilities

Vision scope input


Solution

Briefing Summa

ry

POC Planning

Sponsor NameProject Timing Goals and ObjectivesScope Milestones Risks & Dependencies

Next Steps

Proof of Concept• Assemble resources from the

business side and from the IT group• Understand business processes

that are being addressed• Gain knowledge about technology

infrastructure• Verify the technology roadmap• Review the POC scope and

assumptions

Proof of Concept


Solution Briefing

Solution Development

Appendix Slides…

• UM 2010 requires mailbox, transport 2010

Unified Messaging version

2007 SP2 2010

Mailbox version

2007 SP2

UM “just works” for the enabled users.

Call answer: 302 (redirect on INVITE) to UM 2007 server in the Dial Plan

Outlook Voice Access: REFER (with context) to UM 2007 server in Dial Plan

2010

Not supported. Require at least one UM 2010 server in the Dial Plan.

UM “just works” for the enabled users.

• Configure IP GWs to send calls to UM 2010− OCS requires new UM Dial Plan (new pilot #)− UM-disable, enable (PIN reset) in new DP

Migration from Exchange 2007

Calculation Requirements

• CPU-intensive: affects UM scalability− Throttled: UM will skip

transcription if too busy− Estimate ~1

VM/min/core as throughput

• Try to use all cores− Below normal priority− Transcription followed

by:

• Transcoding of audio− Creation of message− Submission to Hub

Caller ID Lookup Improvements

• Failure to resolve caller ID to a name is a major source of complaint by end users

• Numbering plan split across UM Dial Plans

− Added EquivalentDialPlanPhoneContexts on DP

− FQDNs of other DPs in same numbering plan

• Many non UM-enabled users have more than one phone number

− msRTCSIP-Line is not multivalued

− Added UMCallingLineIds to User object

Caller ID Lookup Improvements

• Extension of CLID to E.164 was inflexible

− InternationalNumberFormat single-valued

− Added NumberingPlanFormats on DP

− One or more patterns to extend N-digit to E.164

• Lookup did not use unindexed AD attributes

− telephoneNumber, homePhone, mobile

− UM can now generate suffix search fields

− AllowHeuristicADCallingLineIDResolution on DP

• Bottom line: Caller ID lookup is now better!

Configuration

• Objects represent the telephony system and its relationships with Exchange and its users

• Exchange Server UM objects include:

− UM Dial Plan

− UM IP Gateway

− UM Hunt Group

− UM Server

− UM Mailbox Policy

− UM Auto Attendant

• PowerShell cmdlets

− New-UMDialPlan

− Enable-UMMailbox

UM Dial Plan Object

• Basic unit of Unified Messaging system administration in Exchange

• Represents the telephony extension numbering plan

− Users in a Dial Plan can reach all others in same Dial Plan using fixed length extension numbers

− Extensions are unique in a Dial Plan

− Dial Plans may be overlaid on PBX networks that are feature-transparent

• (Extension ; Dial Plan) uniquely identifies each UM user

IP Gateway & Hunt Group Object

• UM IP Gateway object

− VoIP gateway, with IP address/FQDN, from which UM Server can receive calls

− SIP-capable IP PBX (SIP Peer)

− UM Test Phone (Web download)

• UM Hunt Group object

− Hunt group configured at a PBX that directs calls to a VoIP Gateway

− Identified by a pilot number

− Logical link between UM IP Gateway and UM Dial Plan

− One or more Hunt Groups per IP Gateway

UM Server Object

• UM Server object

− Represents UM-specific properties on an Exchange Server machine running the UM role

− Communicates with one or more IP Gateways

− Multiple concurrent calls

− Can host multiple languages

− Can be in one or more Dial Plans

− Pilot number at which inbound call arrives identifies Dial Plan

Mailbox Policy & Auto Attendant

• UM Mailbox Policy objects− Associated with UM Dial Plan− Properties (such as minimum PIN length,

dialing restrictions) that apply to groups of UM users

• UM Auto Attendant objects (optional)− Associated with UM Dial Plan− Customizable

− Speech access or DTMF single-digit menu − Transfer call− Go to AA (multi-level menus)− Play audio

− Contact scope− Dial Plan, Global Address List, or

custom Address List

− Custom prompts− Language− Time Zone− Schedules for business hours,

holidays

PBX On-premise, UM hosted

Mid-to-large companies own PBXs, but may want Exchange and UM to be hostedPublic network between PBX and UMNeed Session Border Controllers (SBCs)

TDM

Public NetworkPBX

Customer Premise

VoIP

TDM

PSTN

Exchange/UM

Gateway/SBC

Step 1

Step 2 Step 5

Step 3

Step 6

Step 4

UM Call Answering With a VoIP Gateway

Step 1

Step 4Step 3

Step 5

Step 2

UM Call Answering Without a VoIP Gateway

Step 1Step 2 Step 3

Step 4

Outlook Voice Access to Unified Messaging

Codec Support

MP3 (codec and file format) is now the default for recording voice messagesSocializes more easily with non-Windows and non-Windows Mobile mail clients

G.711

MP3

WMA 2

GSM

WMA 9

Outlook Voice Access with Speech

Outlook Voice Access with DTMF

Determine who supplies and supports the customers current PBX / voice environment. And where that...

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