Transcript Michael Wilson Principal Program Manager Lead Microsoft Session Code: UNC315 Agenda Exchange 2010 Unified Messaging Introduction Unified Messaging Environment Configuration New Features in Exchange 2010 Migrating from Exchange 2007 UM Questions.

Michael Wilson
Principal Program Manager Lead
Microsoft
Session Code: UNC315
Agenda
Exchange 2010 Unified Messaging
Introduction
Unified Messaging
Environment
Configuration
New Features in Exchange 2010
Migrating from Exchange 2007 UM
Questions and Answers
Introduction
What is Unified Messaging?
Exchange UM User Perspective: Anywhere Access
Voice mail accessible via Outlook and OWA
Access to Exchange from any phone
Voice Mail, E-mail, Calendar, Directory, and Contacts
Exchange UM Administrator Perspective: Familiar Tools
All messages are stored in Exchange
All messages are transported by Exchange
All user and system configuration is in AD and Exchange
Executive Perspective: Lower Total Cost of Ownership
…compared to running separate e-mail & voice mail systems
Easier for users (fewer helpdesk calls)
Easier for administrators (can reuse knowledge and skills)
Exchange UM: Feature Groups
Voice Mail (for all callers)
“You’ve reached Michael Wilson’s mailbox. I’m sorry
that I missed your call. Please leave a message.”
Outlook Voice Access (for UM-enabled users)
“YOU HAVE TWO NEW VOICE MAILS AND SIXTEEN NEW EMAILS. YOU HAVE A MEETING IN PROGRESS…”
Automated Attendant (for all callers)
“THANK YOU FOR CALLING CONTOSO. IF YOU KNOW THE
NAME OF THE PERSON YOU WANT TO REACH, SAY IT NOW. TO
SPEAK TO AN OPERATOR, SAY ‘OPERATOR’…”
Exchange UM: Environment
UM connects phone users to Exchange and AD
PBX Phones
(Extensions)
Mail Client
Active
Directory
VoIP
Gateway
PBX
Public Telephone
Network
Exchange
Unified
Messaging
Exchange
IP Phones
2. Not answered:
9. UM builds voice
Mailbox
Enterprise IP
(Extensions)
forwarded to
hunt group 3. Gateway
message from recording
sends
INVITE
5.7.
UM
UM
answers
plays
greeting
call,
and
Network
8.to
UM
records
caller’s 4. UM looks up called,
Exchange
UM
establishes
prompt,
starts
audio
recording
media
message (via gateway)
calling numbers (AD)
IP-PBX
6. UM fetches the user’s greeting
OCS
from
their mailbox
10. UM
submits
Mediation
completed message to
Server
Hub transport
for
delivery to mailbox
CISCO IP PHONE
7905 SERIES
CISCO IP PHONE
7905 SERIES
1
2
ABC
4
5
GHI
JKL
3
DEF
6
MNO
4
7
8
9
PQRS
TUV
WXYZ
1
2
ABC
7
PQRS
*
0
3
DEF
#
4
GHI
5
JKL
6
MNO
4
*
7
8
9
PQRS
TUV
WXYZ
7
PQRS
*
0
#
*
Mail Client
Exchange
Hub
Transport
Public IP
Network
Enterprise IP
Network
Perimiter
Office Communicator
Phone & PC Editions
OCS Front
End Servers
Exchange
Client
Access
UM Configuration Objects
UM Dial Plan
Represents a set of telephony endpoints with a
common naming or numbering scheme
UM Mailbox
Represents a UM-enabled user
UM IP Gateway
Represents a “SIP Peer” with a FQDN or IP address
Can be a TDM/IP device, an IP-PBX or OCS
UM Automated Attendant
Custom call answering (prompts, menus etc.)
UM Server
UM Configuration Object Associations
All UM system configuration is stored in AD
This represents a set of
telephony-enabled endpoints
AnAttendant
IP gateway represents
An Automated
(extensions),
sharing a any
SIP/RTP-capable
“peer”
server
AD Forest allowsAutomated
administrators
to
common
numbering
or naming
can
A with
huntAttendants
group
associates
an
IPto
which
UM
is allowed
providebe
callers
with
DTMF-by
plan,
defined
the
telephone
1
joined
together
to
form
Gateway
with aThis
Dialincludes
Plan,
communicate.
and
speech-enabled
access
Users can have secondary
network
(e.g.
PBX).
multi-level
menus.
0 .. N
and
may
have
a pilot
number
VoIP
gateways,
IP
PBXs
and
to users, operators and
extensions, and these can be in
to
distinguish
gateway
1
0 .. N
Office Communications Server.
phone numbers.
UM Dial Plan
different Dial Plans.
associations with different
0 .. N
1
1
UM Server 0 .. N
Dial Plans.
UM Servers can handle calls for
multiple Dial Plans. Each Dial Plan
can be associated with multiple
UM Servers.
1
0 .. N
0 .. N
UM Mailbox
1 .. N
1
0 .. N
UM Mailbox
Policy
UM Hunt
Group
1 .. N
1
UM IP
This represents the UM-This associates the UM user
Dial Plan. Many
enabled user. It has an with their Gateway
properties can be configured
extension, in an associated
here (“class of service”).
Dial Plan
0 .. N
0 .. N
UM Auto
Attendant
Features
New Features in Exchange 2010 UM
Internationalization
UM 2010 language packs will contain
Prerecorded prompts
Text-to-speech
Speech recognition (command/control,
names)
“Calendar for
today”
Culture
Culture
Catalan*
English
Chinese
China PRC
Hong Kong SAR*
Taiwan ROC
Danish*
French
Dutch
English
Finnish*
Culture
United Kingdom
United States
“Agenda pour
aujourd’hui”
Canada
France
German
Australia
Canada*
India*
Italian
Japanese
Korean
Norwegian*
Polish*
Portuguese
Russian*
Spanish
“Kalender für
heute”
“Calendario
para hoy”
Brazil
Portugal*
Mexico
Spain*
Swedish
* New in Exchange UM 2010
New in Exchange 2010 UM
Voice Mail Preview
Call Answering Rules
Message Waiting Indicator
Protected Voice Mail
Other Features
Fax Partner Program
New Audio Codecs
Improvements to Caller ID Lookup
Improvements to Certificate Management
Support for Personal Distribution Lists
Voice Mail Preview: 1/3
Process voice messages, visually
Automatic speech recognition for voice mail
Text on delivery
Feature mark-up
Audio
Playback
(click text
to position)
Searchable
Text Preview
of Voice Mail
Contextual
Actions
Outlook 2010 (UI prototype)
Voice Mail Preview: 2/3
Available in 6 UM language packs after RTM
en-CA, en-US, fr-FR, it-IT, pl-PL, pt-PT
Preview, not Dictation
Lexicon is a model of typical voice mail content
Augmented with user-specific information
Controlled by UM Mailbox Policy
AllowVoiceMailPreview property
Uses Dial Plan default language
Can be disabled by user
Voice Mail Preview: 3/3
CPU-intensive, Throttled
UM may skip preview creation if too busy
~1 Voice Message/min/core can be sustained
1.2.Audio
Processing
5.4.
2.5.
recordings
Recording
Recording
6.
Voice
of
Voice
recording
message
(A1
A4
message
A4
7.
3.bypasses
..completed:
Voice
A3)
A1
(A1)
queued
(A4)
complete:
message
constructed:
queue
constructed:
insufficient
for(A4)
(“Too
(A1)
audio
Voice
sent
contains
busy”
and
Mail
no
space
preview
preview
text
Preview
in
preview
queue
added)
data
Production
ready
A2
A1
Automatic Speech Recognition Queue (per core)
A4
A1
A4
A2
A3
A3
A4
A1
Maximum queue capacity
Call Answering Rules: 1/3
Call answer is UM’s most frequent scenario
Play greeting, take message
Users wanted more control
Special greetings by contact
Time of day-dependent behavior
…and more
Call Answering Rules
Condition: if true, then present caller with…
Greeting and Menu: collect caller's choice of…
Action: transfer, "Find me" or leave message
Call Answering Rules: 2/3
Configured by user in Exchange Control Panel
ECP is reached from OWA, Outlook 2010
Call Answering Rules: 3/3 (Find Me)
Allow selected callers to reach your mobile…
…without publishing your mobile number
Caller
User’s
extension
UM Server
3. UM presents caller
5.
UM(Call
records
caller’s
with
Answering
10.
UMplaces
takes caller
off
name,
them
on
Rule)
Menu
hold, transfers
hold to user
UM-enabled
user
11. Caller speaks to UM user on Find Me number
User’s
mobile
phone
Message Waiting Indicator: 1/2
Exchange 2010 UM supports MWI
No new roles: “push” notifications from mailbox
Load balanced across UM Servers, IP Gateways
User’s
extension
Caller’s
phone
1. Unanswered
call to user
2. Call forwarded via
gateway to UM Server
3. Voice
message
delivered
to Mailbox
Server
8. MWI ON signal
from PBX to phone
VoIP
Gateways
4. UM Mailbox
Assistant notified
User’s
Mailbox
Server
PBX 7. MWI ON signal
Public
Telephone
Network
from GW to PBX
6. SIP NOTIFY to gateway
in user’s Dial Plan (load
balanced)
UM Servers
5. RPC to UM Server in
user’s Dial Plan (load
balanced)
Message Waiting Indicator: 2/2
Simple: no middle-tier user affinity
Scalable: minor effect on Mailbox Server load
Mailbox additional % CPU
8
7
Lab test: 1 Server, 8× core, 16GB
6
5
4
3
Equivalent to 20,000 users
each receiving 2 voice mails
per working day
2
1
0
10
20
30
40
50
60
70
80
90
New voice mails per minute
100
Protected Voice Mail
Legacy VM systems won’t forward private msgs
E-mail has different model (private is informational)
Many ways to access Exchange store
Problem: some voice messages are sensitive
Caller marks message private, expects no forwarding
Some users receive nothing but sensitive VMs
Solution: protect VM content
E-mail content protection uses IRM
UM will use the same approach
Protected Voice Mail: 2 of 3
Requires AD Rights Management Services
Controlled by UM Mailbox Policy (default: None)
Private: protect if sender marks message private
All: protect all messages (don't ask sender)
Uses Do Not Forward permissions set
RequireProtectedPlayOnPhone property
Default: False
Blocks use of multimedia
No voice data on client
Protected Voice Mail: 3/3
Requires Rights Management-aware mail client
that also supports Exchange UM
Outlook Voice Access (Exchange 2010 UM)
Outlook Web App (Exchange 2010 CAS)
Outlook 2010
Forward
button is
disabled
UM Fax Partner Program
UM 2010 does not
negotiate fax media,
but retains fax
configuration
Hands off fax calls to
Partner solution, if
available/configured
Partners at Launch
Fax Partner
Solution
SIP Peer
(IP Gateway)
UM
INVITE/180/200OK/ACK
1
2-way RTP data flow
Incoming FAX
2
Re-INVITE (T.38 SDP)
3
4
100 Trying/200 OK (a=sendonly)/ACK
REFER (fax endpoint)
5
202 Accepted
INVITE (fax)
100 Trying /200 OK / ACK
6
2-way media data flow (T.38 or RTP)
Notify 200 OK
7
200 OK
BYE
8
200 OK
Call hand-off when gateway detects fax tone and sends re-INVITE to UM
http://www.microsoft.com/exchange/2010/en/us/Partner-Showcase.aspx
Audio Formats and Codecs
Exchange 2007 UM supported WMA and WAV
Exchange 2010 UM adds support for MP3
Audio codec
configured on
UM Dial Plan
Audio codec negotiated between UM and SIP Peer
(Gateway, IP PBX or OCS) for encoding media (RTP) packets
MP3 is the default
codec:
settingG723,
forNarrowband
new
G711, or RTAudio-8KHz
G711 UM Dial PlansG711
Wideband codec:
RTAudio-16KHz
Not applicable.
UM does not negotiate
wideband audio if the Dial
Plan is set to G711
WMA
WMA 9 Voice
WMA 9.2
GSM
GSM 6.10
Not applicable.
UM does not negotiate
wideband audio if the Dial
Plan is set to G711
MP3
MP3 (16kbps)
MP3 (32kbps)
Caller ID Lookup: Previous Problems
Problem: turn a string of digits into a name
Solution: look in AD & user’s Personal Contacts
Problem: phone numbers in AD are not indexed
Solution: UM extension numbers are indexed
Problem: not all users are UM-enabled
Problem: not all extensions are in user’s Dial Plan
Caller ID Lookup in UM 2010: 1/4
AD lookup on phone attributes
Numbers searched:
telephoneNumber, otherTelephone
homePhone, otherHomePhone
mobile, otherMobile
facsimileTelephoneNumber, otherFacsimileTelephoneNumber
UM copies reversed phone numbers to DTMF map
attribute: allows AD suffix search
e.g. (425) 678-1234 (phone number)  4321876524 (map)
If caller ID received is 6781234, search map for 4321876*
AllowHeuristicADCallingLineIDResolution property
on UM Dial Plan
Caller ID Lookup in UM 2010: 2/4
Multiple Dial Plans
User 1 (Dial Plan A) calls user 2 (Dial Plan B)
Dial Plans A and B are on the same PBX
Extension numbers are same length across A and B
Extension numbers are unique across A and B
UM 2007 behavior: extension lookup only
performed in the callee’s Dial Plan (B)
UM 2010: extension lookup performed in callee’s
Dial Plan and any other Dial Plans specified by
B’s EquivalentDialPlanPhoneContexts
Caller ID Lookup in UM 2010: 3/4
Improved E164 resolution
CallingLineIDs property on AD user
NumberingPlanFormats property on Dial Plan
Extend shorter numbers to multiple E.164 forms
Caller ID
NumberingPlanFormats
Try to match
31590
1425421xxxx
1425703xxxx
1425704xxxx
1425708xxxx
1425722xxxx
Extended number
14257031590
Caller ID Resolution: 4/4
Obtain caller ID
The Big Picture for Exchange 2010
Look up in EUM
proxy addresses
Found in callee’s Dial Plan?
Black: same as UM 2007
Blue: improved from UM
2007
Red: new in UM 2010
Done
Y
Done
N
Y
Found in equivalent Dial Plan?
Done
N
Y
Look up in SIP proxy
addresses
Caller ID is valid SIP URI?
N
Y
N
Found?
Look up with E.164
resolution
Found by E.164 resolution?
Y
Done
N
Look up in personal
contacts
Y
Personal Contact resolution
allowed?
N
Done
Y
Found?
N
AD heuristic lookup enabled?
N
Y
Look up in various
AD phone numbers
Done
Y
Found?
N
Done: NOT RESOLVED
UM Startup Modes
TCP – TCP traffic only (default)
TLS – TLS traffic only
Dual – Both TLS and TCP
UM Certificate Management
Required for TLS session negotiation
Can also configure via cmdlet
Enable-ExchangeCertificate –Thumbprint 2d049850fba9da7d04618a4015c9c6bb4329e88e
–Service UM
Personal Distribution Lists (PDLs)
Also known as Personal Groups
Create with Outlook or OWA
Send to PDLs from Outlook Voice Access
User: “Personal Contacts”
UM: “WHAT NAME ARE YOU LOOKING FOR?”
User: “Sales Team” (name of PDL)
UM: “IS THIS THE NAME? SALES TEAM”
User: “Yes”
UM: “YOU CAN SAY: SEND A MESSAGE, OR FIND ANOTHER
CONTACT…” etc.
Touch tone (DTMF) as well as speech access
UM Card in Outlook Mobile 6.1+
CAB update
Inline Play, Call buttons
Migration
Migrating from Exchange 2007 UM
Principles governing migration
Requires upgrade to Exchange 2007 SP2
UM 2010 servers can only access Exchange 2010
UM-enabled mailboxes
UM 2007 SP2 servers can only access Exchange
2007 SP2 UM-enabled mailboxes
Mailbox access required for:
Call Answering (greetings; leaving voice messages)
Outlook Voice Access
Migrating from Exchange 2007
How it works
Gateway must send all calls
to UM 2010 servers
UM 2010 server decides if
call is for 2010 or 2007 user
If the call is for 2010 user,
UM 2010 server continues
to handle the call
If the call is for 2007 user,
UM 2010 server
redirects/transfers the call
to a UM 2007 server in the
same Dial Plan
Migrating from Exchange 2007 UM
UM 2010 requires Mailbox, Hub Transport 2010
Unified Messaging version
2007 SP2
Mailbox
version
2007 UM “just works” for the enabled
SP2 users.
2010 Not supported. Need at least one
UM 2010 server in the Dial Plan.
2010
Call answer: 302 (redirect on INVITE)
to UM 2007 server in the Dial Plan
Subscriber access: REFER (with context)
to UM 2007 server in the Dial Plan
UM “just works” for the enabled
users.
Configure IP GWs to send calls to UM 2010
OCS 2007 [R2]: must create new UM Dial Plan
New UM pilot number, new OCS location profile
UM-disable users, re-enable in new Dial Plan
Resources
www.microsoft.com/teched
www.microsoft.com/learning
Sessions On-Demand & Community
Microsoft Certification & Training Resources
http://microsoft.com/technet
http://microsoft.com/msdn
Resources for IT Professionals
Resources for Developers
Related Content
Breakout Sessions
KEY01 Tech-Ed Keynote Stephen Elop
UNC201 Introducing Microsoft Exchange Server 2010 Adam Glick; Astrid McClean
UNC202 Discover the New OWA: Outlook Web App Adam Glick
Product Demo
UNC02-DEMO Connecting Microsoft Office Communications Server 2007 R2 and
Microsoft Exchange 2010 Brett Johnson; Damien Caro
Track Resources
Microsoft Exchange Web Site
http://www.microsoft.com/exchange
Microsoft Exchange Unified Messaging Telephony Advisor
http://technet.microsoft.com/en-us/library/cc164342.aspx
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