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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