3 cas 2013 runs um call router service accepts call requests decides on target mailbox server sends...

Paul RobichauxDellpaul_robichaux@dell.com

Deep Dive: Lync 2013 & Exchange 2013 Unified Messaging Integration

VOICE401

• Introduction• A quick tour of Exchange 2013 UM• All about UM objects• Exchange Automated Attendants• Call answering rules• Useful call routing tricks• Q & A

Agenda3

Introduction

• Exchange UM is PBX-agnostic• All it does is answer the phone

• There are many integration points between Lync 2013 & Exchange 2013• SERV301 covers these in some detail

• Integrating Exchange UM with Lync EV is the capstone of better-together-ness• There are some subtleties that are worth talking about in detail…

Introduction

A quick tour of Exchange 2013 UM

Exchange 2013 UM features• It answers the phone

• For individual mailboxes or through automated attendants

• It records voice messages• In a variety of audio formats, usually MP3• With optional speech-to-text, known as Voice Mail Preview

• It puts voice messages in users’ Inbox folders• Using the standard Exchange transport and storage mechanisms

• It provides telephone access to mailbox content• Through Outlook Voice Access

• It makes outbound calls• Dial-by-name, extension transfer, call answering rules

• In 2010, UM was a separate role• In 2013, the UM role splits in two

Exchange 2013 UM Architecture

CAS 2013• Runs UM Call Router service• Accepts call requests• Decides on target mailbox server• Sends SIP REDIRECT message• Doesn’t accept or generate media streams

Mailbox 2013• Runs UM service• Runs UM worker process• Answers calls• Produces / consumes media streams

• Offers all services of 2010 UM: call answering, AA, OVA, etc.

• CAS & mailbox can be combined• Incoming calls still go to UM Call Router

service• Which redirects to UM service• Which redirects to UM worker process using SIP REDIRECT

• Scalability impact• Only public guidance is in Jeff Mealiffe’s EHLO post (see References

slide)• Still recommended max of 100 concurrent calls• UM Call Router is very lightweight

Exchange 2013 UM architecture

CAS / mailbox architecture in 2013

• New routing architecture means that any UM server can answer calls for any user

• Recommendation: add all UM servers to all dial plans

• If this doesn’t make sense it will later

Routing changes

Where the traffic goes

UMCallRouter.exe

UMService.exe

UM worker process

SIP or secure SIP (TCP 5060/5061)

SIP REDIRECT

SIP or secure SIP (TCP 5060/5061)

SIP “302 Moved temporarily”

RTP or SRTP traffic

SIP or secure SIP (TCP 506x)

Where the traffic goes

• Exchange UM is basically a big IVR application• ASR: automatic speech recognition• TTS: text-to-speech

• Traditional IVR-like functionality (Outlook Voice Access, Automated Attendants)• Fixed vocabulary• Real-time recognition

• Continuous speaker-independent ASR• Voice Mail Preview

Let’s talk about speech

• PPI time!

UM call answering flow

• How does Exchange know which user is being called?• The PBX provides an extension, not a user name

• Exchange UM (EUM) proxy address ties extension and dial plan to mailbox

• On incoming call, UM constructs EUM proxy based on inbound extension and uses it to query AD

User addressing

All about UM objects

UM dial plans vs Lync dial plans

• Specifies extension length

• Controls language • Contains automated

attendants• Sets dialing rules• May be SIP, E.164, or

telephone• Lots of other settings

• Contains normalization rules

• Can be applied to various user scopes

Exchange UM Lync

• In legacy versions, UM dial plan name had to match Lync dial plan name

• This is no longer the case

Dial plan matching

• Required as part of one-time integration process

• Creates UM IP gateway object for each Lync pool• What’s a UM IP gateway? Glad you asked…

• Creates a UM hunt group for each UM IP gateway

• Gives Lync read perm on Exchange UM objects

ExchUCUtil.ps1

Exchange Automated Attendants

• Tree-based attendants for automated call routing• “Press or say 1 for sales, 2 for customer service, 3 for technical

support”

• Can use DTMF or speech• Multiple AA trees may be chained together• Can provide dial-by-name• Simple options for business / nonbusiness

hours

Exchange automated attendant overview

• All AA objects are available organization-wide• Stored in config NC: CN=UM AutoAttendant Container, CN=orgName,

CN=Microsoft Exchange, CN=Services

• But they’re assigned to specific dial plans• Each AA is assigned to a single dial plan

• Each AA consists of the following components• A language binding (US English by default)• Custom prompts • Holiday, business, non-business hours• Key mappings

Structure of an automated attendant

Languages

• What we call a “language pack” has multiple components• Acoustic language model• Statistical language model• Prompts / grammar

• Note that Exchange UM doesn’t use a dictation model!• So no punctuation, other higher-order language features

• Used throughout the UM experience

Language packs

• Synthesized and pre-recorded material• Must be customized per language• Can be used for automated attendants too• No data analysis necessary

• This is the easiest part of language packs to create

• Custom prompts that you record• Not every system prompt can be replaced in a supported way• But they’re all .wav files…

Prompts and grammar

• 20+ languages supported via language packs

• Exchange 2013 SP1 includes Voice Mail Preview for • US English (en-US)• Canadian English (en-CA)• French (France) (fr-FR)• Italian (it-IT)• Polish (pl-PL)• Portuguese (Portugal) (pt-PT)• Spanish (Spain) (es-ES)

What We’ve Got Now

Why These Languages?

• The language you set on the dial plan controls• What language is used for Voice Mail Preview (if available)• What language is used for prompts in OVA• What language is used for TTS prompts in automated attendants

Dial plans and languages

Call answering rules

• Call answering is UM’s most frequent scenario• Automated attendant provides prompting and

call routing for groups• Users wanted similar feature set for themselves

• Find-Me/Hide-Me• Special greetings by caller identity• Behavior based on time-of-the-day

• Solution: Call Answering Rules• User dictates call answering behavior• Conceptual hybrid of inbox rules and auto attendant functionality

Call Answering Rules

• Each user can have up to 9 call answering rules

• Rules evaluated from top to bottom until first match

• Each rule contains• Condition(s): What criteria must be met before the rule is applied to an

inbound call• Greeting / menu: prompt to be played to callers to greet and inform

them about the actions available to them• Action(s): what actions UM should offer to the caller when the rule is

applied

Anatomy of a Call Answering Rule

Creating a new rule

• When a mailbox is first UM-enabled, there are no call answering rules configured

• If no call answering rules configured, UM behaves the same as before

Default configuration

• Call Answering Rules support 5 different conditions:• Caller identity: phone #, contact, AD• Time of day: working hours, non-working hours, specific range

• Free/busy status• OOF state• Which extension the call arrived on

Conditions

• Sometimes referred to as the default call answering rule

• When UM encounters a rule with no conditions, UM will always fire the rule

• Useful when user wants to have the same call answering experience (e.g., Find-Me) for all her callers.

Rule with zero conditions

• Call Answering Rules support 3 different actions, • Find-Me• Call transfer• Leave a voice mail

• Actions are presented to callers in the form of a menu, similar to Auto Attendant

• Callers selects action using keypad (no speech access)

Actions

• What happens if you configure a Call Answering Rule with no action?

• If user has recorded a custom prompt for this rule, UM hangs up after playing the prompt

• Otherwise, UM hangs up after playing the following prompt:

“You have reached the mailbox of <name>… Please call back later… Goodbye…”

• Essentially, an announcement-only rule• Can be used to implement a voice mail black list

No Action Configured

• New cmdlets for managing call answering rules• New/Remove/Get/Set-UMCallAnsweringRule• Enable/Disable-UMCallAnsweringRule

• Rules are stored as folder associated items in users’ inboxes• So they move when mailboxes are moved

Rules via EMS

• Simple example: if user’s calendar indicates OOF, have the caller call back; don’t let them leave a message

• Get-UMMailbox | % { New-UMCallAnsweringRule –ScheduleStatus 0x8 –mailbox $_.name}

Creating a rule for all users

• Displace competitive user-centric call routing solutions

• When to use them vs RGS…• Call answering rules are lightweight• Call answering rules are per-user

When to use call answering rules

Call routing tricks

• Plain outbound calls• Play on Phone• UM server initiates call using SIP

• Supervised transfers• Find-me in call answering rules

• Blind transfers• Call transfer in call answering rules• AA call transfer• OVA dial-by-name

Exchange UM outbound calling

• On an existing call, here’s what happens1. UM records caller’s name2. UM plays comfort tone on current call3. UM sends SIP INVITE to place outbound

call1. If call is answered, UM asks callee to press “1”

4. If callee answered, UM sends SIP REFER with Replaces: and Referred-By:

Supervised transfers

• Provides alternate way to listen to call audio• Privacy, no audio hardware, international calling

• Depends on 3 things• User must enter correct phone number to call• Rules on UM dial plan must allow dialed number• Lync must allow dialing out to that number

• Simple troubleshooting• Can you dial the number yourself from cell, desk phone, etc?• Can you use another number for Play on Phone?

Play on Phone

• Most common topology: hosted Exchange UM, on-premises Lync

• Requires a hosted voice mail policy to indicate that users’ voicemail is hosted

• Requires configuration of ExUM Routing application

What about hybrid?

• Indicates whether the user is enabled for hosted voice mail

• Indicates whether Exchange UM or Lync set the value in the first place• If it was set by UM, Lync won’t step on the existing setting• To set it with Lync, use Set-CsUser –HostedVoiceMail $true

• Hosted voice mail policy still controls where calls are sent

msExchUCVoiceMailSettings

• May be global, site, or per-user• Sets destination and org for policy

• Destination: FQDN of Exchange UM server• For Office 365, always exap.um.outlook.com

• Organization: name of your tenant

• Managed with *-CsHostedVoiceMailPolicy cmdlets

Hosted voice mail policies

1. Configure your Lync edge server• Allow federation, replicate CMS to Edge, then create a hosting

provider

2. Create an appropriate hosted VM policy• There’s a default global policy that you can probably use

3. Enable users for hosted voice mail• This has nothing to do with whether the user is enabled in Exchange

UM• It just controls whether Lync thinks the user has voice mail capability

4. Set up hosted contacts for AA and subscriber access

High-level hybrid setup process

Where to Learn More

• EHLO blog post on scalability for UM• http://blogs.technet.com/b/exchange/archive/2013/05/06/ask-the-perf-g

uy-sizing-exchange-2013-deployments.aspx

• TechNet docs on ExUM Routing• http://technet.microsoft.com/en-us/library/gg398512.aspx

• TechNet docs on setting up hybrid Lync/ExUM• http://technet.microsoft.com/en-us/library/gg398968.aspx

References

• ONLI302: Lync Online Hybrid Deep Dive• Wednesday, 4:30p, Bluethorne 4-6

• SERV401: Archiving with Lync Server 2013• Wednesday, 4:30p, Copperleaf 9

• SERV301R, “Better Together: Integrating Lync 2013 and Exchange 2013”• Wednesday, 4:30, this room

Related sessions

Read any good books lately?

Chapter 7 covers Lync and Exchange integrationChapter 8 covers Office 365 (but at a very, very high level)

Questions?

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