Unified Messaging in Microsoft Exchange Server 2010
Michael WilsonPrincipal Program Manager LeadMicrosoftSession Code: UNC315
AgendaExchange 2010 Unified Messaging
IntroductionUnified MessagingEnvironmentConfiguration
New Features in Exchange 2010Migrating from Exchange 2007 UMQuestions and Answers
Introduction
What is Unified Messaging?Exchange UM User Perspective: Anywhere Access
Voice mail accessible via Outlook and OWA Access to Exchange from any phone
Voice Mail, E-mail, Calendar, Directory, and Contacts
Exchange UM Administrator Perspective: Familiar ToolsAll messages are stored in ExchangeAll messages are transported by ExchangeAll user and system configuration is in AD and Exchange
Executive Perspective: Lower Total Cost of Ownership…compared to running separate e-mail & voice mail systemsEasier for users (fewer helpdesk calls)Easier for administrators (can reuse knowledge and skills)
Exchange UM: Feature Groups
Voice Mail (for all callers)“You’ve reached Michael Wilson’s mailbox. I’m sorry that I missed your call. Please leave a message.”
Outlook Voice Access (for UM-enabled users)“YOU HAVE TWO NEW VOICE MAILS AND SIXTEEN NEW E-MAILS. YOU HAVE A MEETING IN PROGRESS…”
Automated Attendant (for all callers)“THANK YOU FOR CALLING CONTOSO. IF YOU KNOW THE NAME OF THE PERSON YOU WANT TO REACH, SAY IT NOW. TO SPEAK TO AN OPERATOR, SAY ‘OPERATOR’…”
PBX VoIP Gateway
Exchange Unified Messaging
Active Directory
Exchange Client Access
Exchange Hub Transport
Exchange Mailbox
PBX Phones (Extensions)
Mail Client
IP-PBX
Public TelephoneNetwork CISCO IP PHONE
7905 SERIES
1 2A B C
3D E F
4 5J K L
6M N OG H I
7 8T U V
9W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7905 SERIES
1 2A B C
3D E F
4 5J K L
6M N OG H I
7 8T U V
9W X Y ZP Q R S
* 0 #
4
7
PQRS
*
IP Phones (Extensions)
Office CommunicatorPhone & PC Editions
OCS Front End Servers
OCS Mediation
Server
Public IPNetwork
Mail Client
Enterprise IP NetworkPerimiter
Enterprise IPNetwork
Exchange UM: EnvironmentUM connects phone users to Exchange and AD
1. Call to UM user
2. Not answered:forwarded to hunt group 3. Gateway sends INVITE
to Exchange UM 4. UM looks up called, calling numbers (AD)
5. UM answers call, establishes audio media
6. UM fetches the user’s greeting from their mailbox
7. UM plays greeting and prompt, starts recording8. UM records caller’s message (via gateway)
9. UM builds voice message from recording
10. UM submits completed message to
Hub transport for delivery to mailbox
UM Configuration ObjectsUM Dial Plan
Represents a set of telephony endpoints with a common naming or numbering scheme
UM MailboxRepresents a UM-enabled user
UM IP GatewayRepresents a “SIP Peer” with a FQDN or IP addressCan be a TDM/IP device, an IP-PBX or OCS
UM Automated AttendantCustom call answering (prompts, menus etc.)
UM Server
UM Configuration Object AssociationsAll UM system configuration is stored in AD
AD Forest
0 .. N
1
1 .. N
1
UM Dial Plan
UM Mailbox PolicyUM Mailbox 1
0 .. N
0 .. N
0 .. N
11 .. N
1
0 .. N
UM IP Gateway
UM Hunt Group
1
0 .. N
UM Server0 .. N
0 .. N1 0 .. N
UM Auto Attendant
This represents the UM-enabled user. It has an
extension, in an associated Dial Plan
This associates the UM user with their Dial Plan. Many
properties can be configured here (“class of service”).
Users can have secondary extensions, and these can be in
different Dial Plans.
This represents a set of telephony-enabled endpoints
(extensions), sharing a common numbering or naming plan, defined by the telephone
network (e.g. PBX).
An IP gateway represents any SIP/RTP-capable “peer” server with which UM is allowed to communicate. This includes VoIP gateways, IP PBXs and
Office Communications Server.
UM Servers can handle calls for multiple Dial Plans. Each Dial Plan
can be associated with multiple UM Servers. A hunt group associates an IP
Gateway with a Dial Plan, and may have a pilot number
to distinguish gateway associations with different
Dial Plans.
An Automated Attendant allows administrators to
provide callers with DTMF- and speech-enabled access
to users, operators and phone numbers.
Automated Attendants can be joined together to form
multi-level menus.
Features
New Features in Exchange 2010 UMdemo
InternationalizationUM 2010 language packs will contain
Prerecorded promptsText-to-speechSpeech recognition (command/control, names)
Culture Culture Culture
Catalan* English United KingdomUnited States
Norwegian*
Chinese China PRCHong Kong SAR*Taiwan ROC
Polish*
Finnish* Portuguese BrazilPortugal*
Danish* French CanadaFrance Russian*
Dutch German Spanish MexicoSpain*
English AustraliaCanada*India*
Italian
Japanese Swedish
Korean
* New in Exchange UM 2010
“Calendar for today”
“Agenda pour aujourd’hui”
“Kalender für heute”
“Calendario para hoy”
New in Exchange 2010 UMVoice Mail PreviewCall Answering RulesMessage Waiting IndicatorProtected Voice MailOther Features
Fax Partner ProgramNew Audio CodecsImprovements to Caller ID LookupImprovements to Certificate ManagementSupport for Personal Distribution Lists
Voice Mail Preview: 1/3Process voice messages, visually
Automatic speech recognition for voice mailText on deliveryFeature mark-up
SearchableAudio Playback (click text to position)
Text Previewof Voice Mail Contextual
Actions
Outlook 2010 (UI prototype)
Voice Mail Preview: 2/3Available in 6 UM language packs after RTM
en-CA, en-US, fr-FR, it-IT, pl-PL, pt-PTPreview, not Dictation
Lexicon is a model of typical voice mail contentAugmented with user-specific information
Controlled by UM Mailbox PolicyAllowVoiceMailPreview property
Uses Dial Plan default languageCan be disabled by user
Automatic Speech Recognition Queue (per core)
Voice Mail Preview: 3/3CPU-intensive, Throttled
UM may skip preview creation if too busy~1 Voice Message/min/core can be sustained
A4
A1
A1A2A3 A2A3
A4
A1A4
Maximum queue capacity
1. Audio recordings (A1 .. A3) queued for Voice Mail Preview Production2. Processing of recording A1 complete: audio and preview data ready3. Voice message (A1) sent4. Recording A4 completed: insufficient space in queue5. Recording A4 bypasses queue (“Too busy” text added)6. Voice message (A4) constructed: no preview7. Voice message (A4) sent2.5. Voice message (A1) constructed: contains preview
Call Answering Rules: 1/3Call answer is UM’s most frequent scenario
Play greeting, take messageUsers wanted more control
Special greetings by contactTime of day-dependent behavior…and more
Call Answering RulesCondition: if true, then present caller with…Greeting and Menu: collect caller's choice of…Action: transfer, "Find me" or leave message
Call Answering Rules: 2/3
Configured by user in Exchange Control PanelECP is reached from OWA, Outlook 2010
Call Answering Rules: 3/3 (Find Me)
Allow selected callers to reach your mobile……without publishing your mobile number
1. Caller tries UM user’s office number
2. Call forwards to UM
3. UM presents caller with (Call Answering
Rule) Menu4. Caller chooses Find
Me option5. UM records caller’s name, places them on
hold 6. UM places call to user’s Find Me number
7. User answers call from UM
8. UM play’s caller’s name, asks user to press 1 to accept the call
9. User presses 1
10. UM takes caller off hold, transfers to user
11. Caller speaks to UM user on Find Me number
Caller UM Server
UM-enabled user
User’s extension
User’s mobile phone
Message Waiting Indicator: 1/2Exchange 2010 UM supports MWI
No new roles: “push” notifications from mailboxLoad balanced across UM Servers, IP Gateways
VoIP Gateways
UM Servers
User’s Mailbox Server
PBX
User’s extension
Public Telephone Network
Caller’s phone
1. Unanswered call to user
2. Call forwarded via gateway to UM Server
3. Voice message delivered to Mailbox Server
4. UM Mailbox Assistant notified
5. RPC to UM Server in user’s Dial Plan (load
balanced)
6. SIP NOTIFY to gateway in user’s Dial Plan (load
balanced)
7. MWI ON signal from GW to PBX
8. MWI ON signal from PBX to phone
0 10 20 30 40 50 60 70 80 90 100 -
1
2
3
4
5
6
7
8
Message Waiting Indicator: 2/2Simple: no middle-tier user affinityScalable: minor effect on Mailbox Server load
Mai
lbox
add
ition
al %
CPU
New voice mails per minute
Lab test: 1 Server, 8× core, 16GB
Equivalent to 20,000 users each receiving 2 voice mails
per working day
Protected Voice MailLegacy VM systems won’t forward private msgs
E-mail has different model (private is informational)Many ways to access Exchange store
Problem: some voice messages are sensitiveCaller marks message private, expects no forwardingSome users receive nothing but sensitive VMs
Solution: protect VM contentE-mail content protection uses IRMUM will use the same approach
Protected Voice Mail: 2 of 3Requires AD Rights Management ServicesControlled by UM Mailbox Policy (default: None)
Private: protect if sender marks message privateAll: protect all messages (don't ask sender)
Uses Do Not Forward permissions setRequireProtectedPlayOnPhone property
Default: FalseBlocks use of multimediaNo voice data on client
Protected Voice Mail: 3/3Requires Rights Management-aware mail client that also supports Exchange UM
Outlook Voice Access (Exchange 2010 UM)Outlook Web App (Exchange 2010 CAS)Outlook 2010
Forward button is disabled
UM Fax Partner Program
UM 2010 does not negotiate fax media, but retains fax configurationHands off fax calls to Partner solution, if available/configuredPartners at Launch
Fax Partner Solution
SIP Peer(IP Gateway)
Incoming FAX2
REFER (fax endpoint)
2-way media data flow (T.38 or RTP)
INVITE (fax)
100 Trying /200 OK / ACK 6
INVITE/180/200OK/ACK
2-way RTP data flow1
Re-INVITE (T.38 SDP)
100 Trying/200 OK (a=sendonly)/ACK4
202 Accepted
3
Notify 200 OK
200 OK
7
5
200 OK
BYE8
UM
Call hand-off when gateway detects fax tone and sends re-INVITE to UM
http://www.microsoft.com/exchange/2010/en/us/Partner-Showcase.aspx
Audio Formats and Codecs
Exchange 2007 UM supported WMA and WAVExchange 2010 UM adds support for MP3
Audio codec configured onUM Dial Plan
Audio codec negotiated between UM and SIP Peer (Gateway, IP PBX or OCS) for encoding media (RTP) packets
Narrowband codec:G723, G711, or RTAudio-8KHz
Wideband codec:RTAudio-16KHz
G711 G711 Not applicable.UM does not negotiate
wideband audio if the Dial Plan is set to G711
WMA WMA 9 Voice WMA 9.2
GSM GSM 6.10 Not applicable.UM does not negotiate
wideband audio if the Dial Plan is set to G711
MP3 MP3 (16kbps) MP3 (32kbps)
MP3 is the default setting for
new UM Dial Plans
Caller ID Lookup: Previous Problems
Problem: turn a string of digits into a nameSolution: look in AD & user’s Personal Contacts
Problem: phone numbers in AD are not indexedSolution: UM extension numbers are indexed
Problem: not all users are UM-enabled
Problem: not all extensions are in user’s Dial Plan
Caller ID Lookup in UM 2010: 1/4
Numbers searched:telephoneNumber, otherTelephonehomePhone, otherHomePhonemobile, otherMobilefacsimileTelephoneNumber, otherFacsimileTelephoneNumber
UM copies reversed phone numbers to DTMF map attribute: allows AD suffix search
e.g. (425) 678-1234 (phone number) 4321876524 (map)If caller ID received is 6781234, search map for 4321876*
AllowHeuristicADCallingLineIDResolution property on UM Dial Plan
AD lookup on phone attributes
Caller ID Lookup in UM 2010: 2/4
User 1 (Dial Plan A) calls user 2 (Dial Plan B)Dial Plans A and B are on the same PBXExtension numbers are same length across A and BExtension numbers are unique across A and B
UM 2007 behavior: extension lookup only performed in the callee’s Dial Plan (B)UM 2010: extension lookup performed in callee’s Dial Plan and any other Dial Plans specified by B’s EquivalentDialPlanPhoneContexts
Multiple Dial Plans
Caller ID Lookup in UM 2010: 3/4
CallingLineIDs property on AD userNumberingPlanFormats property on Dial PlanExtend shorter numbers to multiple E.164 forms
1425421xxxx1425703xxxx1425704xxxx1425708xxxx1425722xxxx
NumberingPlanFormats31590
Caller ID
Try
to m
atch 14257031590
Extended number
Improved E164 resolution
Caller ID Resolution: 4/4
Black: same as UM 2007Blue: improved from UM 2007 Red: new in UM 2010
Found in callee’s Dial Plan?
Found in equivalent Dial Plan?
Obtain caller ID
Look up in EUM proxy addresses
N
N
Caller ID is valid SIP URI?
N
Look up in SIP proxy addresses
Y
Found?Y
Done
Done
Done Look up with E.164 resolution
Y
Y
Found by E.164 resolution?
N
DoneY
N
Personal Contact resolution allowed?
YLook up in personal contacts
Found?YDoneN
N
AD heuristic lookup enabled?
Y
Look up in various AD phone numbers
Found?YDoneN
Done: NOT RESOLVED
N
The Big Picture for Exchange 2010
UM Startup ModesUM Server (service) now starts up in 1 of 3 modes
TCP – TCP traffic only (default)TLS – TLS traffic onlyDual – Both TLS and TCP
Must set Dual or TLS if Server is in an OCS (SIP) Dial PlanCertificate required for Dual or TLS start-upRestart UM Service on change
UM Certificate ManagementRequired for TLS session negotiation
Can also configure via cmdletEnable-ExchangeCertificate –Thumbprint 2d049850fba9da7d04618a4015c9c6bb4329e88e –Service UM
Personal Distribution Lists (PDLs)Also known as Personal GroupsCreate with Outlook or OWASend to PDLs from Outlook Voice Access
User: “Personal Contacts”UM: “WHAT NAME ARE YOU LOOKING FOR?”User: “Sales Team” (name of PDL)UM: “IS THIS THE NAME? SALES TEAM”User: “Yes”UM: “YOU CAN SAY: SEND A MESSAGE, OR FIND ANOTHER CONTACT…” etc.
Touch tone (DTMF) as well as speech access
UM Card in Outlook Mobile 6.1+
CAB updateInline Play, Call buttons
Migration
Migrating from Exchange 2007 UM
Requires upgrade to Exchange 2007 SP2UM 2010 servers can only access Exchange 2010 UM-enabled mailboxesUM 2007 SP2 servers can only access Exchange 2007 SP2 UM-enabled mailboxesMailbox access required for:
Call Answering (greetings; leaving voice messages)Outlook Voice Access
Principles governing migration
Migrating from Exchange 2007
UM2010 Server
UM2007 SP2
Server
Mailbox2010 Server
Mailbox2007 SP2
Server
User 1
User 2
PBX & Gateway
How it worksGateway must send all calls to UM 2010 serversUM 2010 server decides if call is for 2010 or 2007 userIf the call is for 2010 user, UM 2010 server continues to handle the callIf the call is for 2007 user, UM 2010 server redirects/transfers the call to a UM 2007 server in the same Dial Plan
Migrating from Exchange 2007 UMUM 2010 requires Mailbox, Hub Transport 2010
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 PlanSubscriber access: REFER (with context) to UM 2007 server in the Dial Plan
2010 Not supported. Need at least one UM 2010 server in the Dial Plan.
UM “just works” for the enabled users.
Configure IP GWs to send calls to UM 2010OCS 2007 [R2]: must create new UM Dial Plan
New UM pilot number, new OCS location profileUM-disable users, re-enable in new Dial Plan
question & answer
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Resources
Related ContentBreakout Sessions KEY01 Tech-Ed Keynote Stephen Elop UNC201 Introducing Microsoft Exchange Server 2010 Adam Glick; Astrid McClean UNC202 Discover the New OWA: Outlook Web App Adam Glick
Product Demo UNC02-DEMO Connecting Microsoft Office Communications Server 2007 R2 and Microsoft Exchange 2010 Brett Johnson; Damien Caro
Track Resources
Microsoft Exchange Web Site http://www.microsoft.com/exchange
Microsoft Exchange Unified Messaging Telephony Advisor http://technet.microsoft.com/en-us/library/cc164342.aspx
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