exchange deployment planning services exchange 2010 unified messaging
TRANSCRIPT
Exchange Deployment Planning Services
Exchange 2010 Unified Messaging
Exchange 2010 Unified Messaging
The Exchange 2010 Unified Messaging has the following goals: Review of Exchange Server 2010 Unified Messaging
fundamentals Overview of Exchange Server 2010 Unified
Messaging migration Exchange Server 2010 Unified Messaging
administration
Ideal audience for this workshop Messaging SME Network SME Security SME
Exchange 2010 Unified Messaging
Exchange 2010 Unified Messaging
During this session focus on the following : How will we leverage this functionality
in our organization? What compliance requirements do we
have around our messaging solution?
Agenda • Background
− Architecture− How Microsoft® Exchange UM is used at
Microsoft
• Exchange 2010 UM− Migration− Features
• Questions
ArchitectureIn the Enterprise, Same Architecture as Exchange Server 2007
• 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
Exchange 2010 UM Architecture
Client Access Server
Mailbox Server
Unified Messaging
Server
Hub Transport
Server
AD DS
Edge/Firewall
LDAP
RPC
SMTP
Computer
Phone
PBX
Phone
LyncServer
SIP
Mediation Server
RTP
VoIPGateway
TDM
Outlook Web App
Outlook
Exchange ActiveSync
Internet
HTTPS RPC/HTTPS
IP PBX
PSTNPhone
Fax
TDM SIP/RTP
PBX
VoIPGateway
Phone
TDMPartner
Fax
PBX On-premise, UM hosted• Mid-to-large companies own PBXs,
but may want Exchange and UM to be hosted
• Public network between PBX and UM
TDM
Public NetworkPBX
Customer Premise
VoIP
TDM
PSTN
Exchange/UM
Gateway/SBC
Exchange UM in MicrosoftStatistics from U.S. Corporate Dial Plans
• UM mainly used for call answering• About 2 in 3 of these are “missed calls”
Date UM Total Calls UM Call Answer Calls
UM Call Answer Voice
Messages
% Calls Leaving Voice
Message
Avg Voice Message Size
(sec)
UM Fax Messages
Subscriber Logons
Avg Subscriber Call Duration
(sec)
1/31/2009 9,922 7,638 2,233 29% 18 18 120 74
1/30/2009 52,559 40,459 14,701 36% 18 49 601 72
1/29/2009 55,301 42,570 15,500 36% 18 76 635 74
1/28/2009 58,223 43,465 15,437 36% 19 52 588 52
1/27/2009 52,559 41,079 15,778 38% 19 33 661 45
1/26/2009 41,044 33,016 12,651 38% 20 25 533 33
1/25/2009 3,309 2,175 579 27% 19 4 58 28
Total 272,917 210,402 76,879 257 3,196
Number of UM-enabled users 67733Calls diverted to UM, per user 3.1Call answered voice messages per user 1.1Number of calls handled by 4 servers/week >250,000
Migration from Exchange Server 2007
• Principles governing migration of UM-enabled mailboxes to Exchange 2010
• How it works• Known limitations and issues
Migration from Exchange Server 2007• UM 2010 requires mailbox, transport 2010
Configure IP gateways to send calls to UM 2010OCS requires new UM Dial Plan (new pilot #)
UM-disable, enable (PIN reset) in new Dial Plan
Unified Messaging version
2007 SP2 2010
Mailboxversion
2007 SP2
UM “just works” for the enabled users.
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
2010
Not supported. Require at least one UM 2010 server in the Dial Plan.
UM “just works” for the enabled users.
Migration from Exchange Server 2007Principles Governing Migration• Require upgrade to Exchange Server
2007 SP2• UM 2010 servers can only access
Exchange 2010 UM-enabled mailboxes• Exchange Server 2007 UM-enabled
mailboxes must be accessed by UM 2007 SP2
• Access means:− Call answering (leaving voice messages)− Outlook Voice Access (for subscribers)
Migration from Exchange Server 2007Known Limitations and Issues• Must keep at least one UM 2007 SP2
server in the Dial Plan until all UM-enabled 2007 mailboxes have been migrated
• Can keep the same Dial Plan and pilot number if gateway sends calls to UM 2010
• Should administer with 2010 management tools
Administrative ChangesRoles
• UM now uses Exchange RBAC• Three UM administrative roles, as
shipped− UM administrator
− Administer any and all UM functionality− UM recipient administrator
− Provision UM mailbox, PIN reset, clear lockout− UM prompt administrator
− Update Dial Plan and/or Auto Attendant prompts
• Custom roles may be created
Fax SupportChanges
• Exchange Server 2007 UM supported inbound fax− Delivered to users’ mailboxes− No specialized routing software− No outbound fax− UM customers mostly used other fax products
• Exchange 2010 UM will not create fax messages− Partner Fax Servers for Exchange 2010 integration− UM can hand fax calls off to partner solution− UM configuration slightly extended (for partner URI)− Partner connections are authenticated by Exchange
(sender ID, receive connector, TLS
International Support• Each UM language pack to contain:
− Prerecorded prompts− Text-to-speech (now using Microsoft engine)− Speech recognition (command/control, names)
RTM RTM +60 Days SP1
English Chinese (PRC) Catalan
Chinese (Taiwan ROC) Chinese (Hong Kong SAR)
Dutch Danish
English (Australia) English (Canada)
English (UK) English (India)
French Finnish
Italian Norwegian (Bo)
Korean Polish
Brazilian Portuguese Portuguese
Spanish Russian
Swedish
German
Canadian French
Mexican Spanish
Japanese
Codec Support• MP3 (codec and file format) is now the
default for recording voice messages• Socializes more easily with non-Windows
and non-Windows Mobile mail clientsG.711
MP3
WMA 2
GSM
WMA 9
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− FQDN of other DPs in same numbering
plan− Many non UM-enabled users have more
than one phone number− msRTCSIP-Line is not multi-valued− Added UMCallingLineIds to User object
• See http://technet.microsoft.com/en-us/library/dd351203.aspx for details
Call Answering RulesFormerly Known As Personal Auto Attendant
• Call answer is UM’s most frequent scenario− Play greeting, take message
• Users wanted more control− e.g., special greetings by contact, time of
day
• Call answering rules− Condition: if it evaluates to true, then
run…− Greeting and menu: collect caller's choice
of…− Action: transfer, "Find me" or leave
message
Message Waiting Indicator Changes to MWI Support• Exchange Server 2007 UM did not support MWI
− Third-party solutions required• Exchange 2010 UM supports MWI natively
− Configure through UM Mailbox Policy− ON by default
− No new roles− Highly scalable
• MWI via SMS− Requires mail gateway
Mailbox
servers
UM server
s
Gateway & PBXPhone
SIPNOTIFY
Voice Mail Preview: 1 of 3Quickly Triage Voice Messages
• Speech recognition applied to voice mail
− Searchable− Beginning of
preview shown in SMS MWI
Audio PlaybackText Previewof Voice Mail
Contextual Actions
Voice Mail Preview: 2 of 3Details
• RTM includes U.S. English, French (France) and Italian
• SP1 adds English (Canada), Polish, Portuguese (Portugal), Spanish (Spain)
• Accuracy is not 100%− Average ~75% for en-US, less for other
languages− "Your mileage may vary“
• Controlled by UM mailbox policy− Uses Dial Plan default language
Voice Mail Preview: 3 of 3Transcription = Intensive Calculation
• CPU-intensive: affects UM scalability− Throttled: UM will skip transcription if too
busy− Estimate ~1 VM/min/core as throughputTry to use all cores
Below normal priorityTranscription followed by:
Transcoding of audioCreation of messageSubmission to Hub
Protected Voice Mail: 1 of 3UM Observes Voice Mail Privacy Conventions• Exchange Server 2007 UM doesn’t have
private voice mail− Deployment blocker for some customers
• Some voice messages are sensitive− Caller may have marked the message private− Some users receive nothing but sensitive voice
mails
• Treat voice mail as special case of e-mail− E-mail can already be protected
− IRM− UM will use the same approach
Protected Voice Mail: 2 of 3• Controlled by UM mailbox policy• Requires AD DS RMS
− Private: protect if sender marks message private
− All: protect all messages (don't ask sender)
• Always uses Do Not Forward permissions
• RequireProtectedPlayOnPhone property− Blocks use of multimedia: no voice data on
client
Protected Voice Mail: 3 of 3• Requires rights management-aware
client interface that also supports Exchange UM− Outlook Voice Access (Exchange UM
TUI/VUI)− Outlook Web App (Exchange 2010)− Outlook 2010
• Does not work:− Outlook 2007− Windows Mobile 6.1− Windows Mobile 6.5
Improvements in SP1
• UM reporting− The reports for Call Statistics and User Call Logs
found in the Exchange Management Console are displayed in the Exchange Control Panel
• UM management in the Exchange Control Panel − You can use ECP to manage UM components in a
cross-premises environment
• Cross-Forest UM-enabled mailbox migration− You can use the New-MoveRequest cmdlet with
the Mailbox Replication Service (MRS) to move a UM-enabled mailbox within a local forest and multiple forests in an enterprise
Improvements in SP1
• Outlook Voice Access improvements− Outlook Voice Access users can log on to their
Exchange 2010 mailbox and choose the order to listen to unread voice mail messages, from the oldest message first or the newest message first
• Caller Name Display support− Support for enhanced caller ID resolution for
displaying names for voice mails from unresolved numbers using Caller Name Display (CND)
• Test-ExchangeUMCallFlow cmdlet− Use to test UM connectivity and call flow
Improvements in SP1
• New UM Dial Plan wizard− An additional page has been added to the New
UM Dial Plan wizard that allows you to add a UM server to the dial plan
• Lync Server 2010 Support− Migrating SIP URI dial plans and Message
Waiting Indicator (MWI) notifications in a cross-premises environment has been added
• Secondary UM dial plan support− You can add a secondary UM dial plan for a UM-
enabled user
Improvements in SP1
• UM language packs added− New UM language packs are now available. In
addition, the Spanish (Spain) (es-ES) UM language pack available for Exchange 2010 SP1 now includes Voice Mail Preview, a feature that wasn’t available in the Exchange 2010 RTM release of that language pack
• Unified Communications Managed API/speech platform improvements− UM server relies on UCMA for its underlying SIP
signaling and speech processing
• UM auto attendant update− UM auto attendant will play only the holiday
greeting on a holiday
Improvements in SP1
• Call answering rules improvements− In RTM, Call Answering Rules required a caller to
explicitly select an option. If they don’t, UM times out after 10 seconds, and then prompts again for input.
− In SP1, the timeout value is now 5 seconds, and the caller is prompted with "To leave a voice message, press the pound key or wait for the tone." If the caller doesn't press a key, UM prompts the caller to record a voice mail message instead of waiting for them to press a key
Improvements in SP1
• Call answering rules improvements− In RTM, when a caller 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
Improvements in SP1
• Call answering rules improvements− 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
End of Exchange 2010 Unified Messaging
For More Information
• Exchange Server Tech Centerhttp://technet.microsoft.com/en-us/exchange/default.aspx
• Planning serviceshttp://technet.microsoft.com/en-us/library/cc261834.aspx
• Microsoft IT Showcase Webcasts http://www.microsoft.com/howmicrosoftdoesitwebcasts
• Microsoft TechNet http://www.microsoft.com/technet/itshowcase
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