and Voice Mail Duet Julian Datta Brett Johnson Exchange 2007 Unified Messaging:

Why We Need Unified Messaging Problems of disunity Voice and as separate inboxes Different servers, access mechanisms Desktop software ( ) Phone (voice mail) Fax messages Stand-alone fax machines Users and administrators must manage their messages from multiple locations with different tools “With Exchange Server 2007, we look forward to being able to communicate better…Will this technology help us sell more golf clubs? In this case, yes, we believe that better communication will help us sell more golf clubs.” —Eric Hart, End-User Computing Manager, PING Inc.

Exchange Server Unified Messaging Delivering on a clear, simple vision Convenient, integrated access to your vital business communications Reducing costs, increasing operational efficiency by consolidating infrastructure, training – Unified store, transport, directory Increasing client reach of Exchange to the telephone – “Anywhere access” to your messages, calendar, contacts “Having anywhere access to and voice mail is going to be a huge benefit... People can access information and interact with it using a variety of devices, at work, at home, and on the road; and all of this translates directly into productivity.” —Steven Presley, Senior IT Engineer for Messaging, QUALCOMM

Exchange Server UM Architecture VoIP protocols (SIP, RTP, T.38) between UM and IP PBX/gateway Works with many varieties of PBX Well suited to site consolidation Scalable, reliable

Preparing the System for Callers Enable Users for UM – Exchange Management Console – Exchange Management Shell Dial Plan – Log in to Outlook Voice Access – New User Dialog (Record Name, Greeting) Call UM-enabled user – Hear greeting – Record voice message

Preparing Exchange UM for Callers Demo

UM Automated Attendants Call Answering is great, but: – What if caller doesn’t know the user’s phone number? – What if the user doesn’t have a direct-dial number? Automated Attendant – Create New Auto Attendant (Speech Enabled) Customize Welcome Greeting Configure Business Hours, Time Zone Create Menu, Add Menu Options – Use menu option Telephone keypad Speak the option name – Transfer to user by speaking their name

UM Automated Attendants Demo

UM in Outlook 2007 and OWA Custom Rendering Voice messages Play (multimedia) Play on phone Fax messages Voice mail options Reset PIN folder Missed call notifications

UM in Outlook Web Access 2007 Demo

Outlook Voice Access Phone interface to Exchange Server 2007 Speech enabled (English) or Touch Tone Voice – Play, forward, delete, call sender, etc. messages – Language detection, play, forward, delete, find, hide etc. Calendar – Accept invitation, play details, clear, etc. Personal contacts, directory – Call (office/mobile/home), send a message

Outlook Voice Access Demo

UM Mailbox Policy Configure properties for many UM-enabled users through a single object PropertyDescription UMDialPlan Dial plan to which the user belongs MinPINLength Minimum number of digits allowed in user’s PIN PINLifetime Maximum time between PIN changes LogonFailuresBeforePINReset Consecutive TUI logon failures triggering PIN reset Voic Text Inserted at end of each voice mail message body AllowedInCountryOrRegionGroups Determines which dialing rules are allowed AllowedInternationalGroups Determines which dialing rules are allowed … …

Availability through Redundancy PBX routes calls to available VoIP gateways VoIP gateways route calls to available UM servers UM service redirects calls to worker process UM accommodates outage in mailbox, transport, DC Maintains service if possible Service Worker process

Why UM Scales Better than VM Typical MORG/LORG voice mail systems have 16 ports (or fewer) – Covers up to ~1000 voice mailboxes – Approx. 10× systems (160 ports) for 10K ORG UM can cover 10K users with ~80 ports – Voice messages in Outlook (no call required) – Consolidation of spare capacity 2 UM servers can replace 16 VM servers – (1 + 1) configuration for redundancy – Operating costs greatly reduced

Compliance, Discoverability Some confusion/concern about voice mail retention Legal opinion (Covington & Burling LLP) – px px – “…no aspect of Exchange alters, by increasing or decreasing, the record retention obligations of … organizations [using it] in the U.S. or E.U.” Exchange can help the customer – Many features to implement compliance policy – Easier to locate and sort voice mail, if needed

MSIT Rollout of UM Answering the phones for Microsoft – Call Answering, Auto Attendant, Outlook Voice Access UM Servers in 3 Data Centers – Redmond, Dublin, Singapore Weekly Statistics (Redmond, 6/29/2007) – 250,841 calls handled – 75,641 voice messages – 5,099 Outlook Voice Access logons – 22,300 external calls to Auto Attendants 80.2% call completion success for AAs – (3 + 1) UM Servers

MSIT Rollout of UM (July 2007) Grand total: 53922

© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.