Implementing Unified Messaging Joseph Blanchard Joseph Mancuso S. Paul Petroski

What is Unified Messaging? Anytime, anywhere access to all your messages from any device Get all messages – voice, fax, and via the telephone, wireless device, or computer anytime

Take Control of Communications Keep mobile workers connected Improve customer satisfaction Increase efficiency Realize a fast Return on Investment (ROI) Natural extension of electronic mail

Three Flavors Available Server Based –All messages (voice, fax, & ) are placed into a single server, the server –Access to voice messages using familiar clients (desktop, web, or PDA) Client Based –Voice & fax remain on separate servers, remains on the server –Common access to these messages is through a common client that accesses both inbox and voice inbox on voice server Simple Based –Copies of voice & fax messages are sent to the users at a specified e- mail address as an attachment –The true messages remain on the voice & fax servers

Flexibility is the Key Before purchasing any unified messaging system, consider three elements: –What is the functionality you are trying to gain? –The solution must function in your existing environment as well as any new environments that may come with system upgrades –Evaluate what the impact will be on your existing enterprise systems as you add these new solutions

Know Your Options Be aware of choices in the market Evaluate numerous systems Compare functionality offered by each vendor What is the impact to your organization once deployed (support, helpdesk, maintenance)? Not all users need the same set of features.

HISTORY Centrex 5ESS customer-6,000 Analog lines Traditional Voice Mail System-Octel Aria Signature 250, 3,600 Mailboxes Microsoft Exchange 2003 environment for

NEW AVST SYSTEM CallXpress Version 7.80 Features: –Unlimited storage –Unified Messaging –Enhanced Communication

Lessons Learned Plan, Plan & then Plan more!! Involve all your vendors Allow enough time to transition Clean up data before you convert Communicate to end users, over & over Get more than ½ day of training Phase in the implementation

Lessons Learned Continued Provide FAQs for end users Don’t under estimate the issues with change

Staff Involved Clerical staff Voice Mail Administrator Senior Administrator Unified Messaging Vendor Local Telephone Vendor Management

Technology Issues Server that communicates with the PBX must be connected to the LAN that supports the site’s system Ensure current system meets the minimum software requirements LDAP must be enabled on server Ensure text-to-speech conversion channels are enabled Ensure correct network protocols are to communicate with the e- mail server Depending on the features you require, you may need additional memory on the server between the PBX and the system. Ensure the telephone vendor has the proper wiring configuration required for the SMDI link (Centrex application) Ensure that new system emulates commands from previous system for user-friendly operation.