Deploying Microsoft Unified Communications at the Coal FaceMichael PrzytulaMaster Technologist, HP Services

VOC206

Agenda

Customer Environment BackgroundExchange 2007 DeploymentOffice Communications Server 2007 DeploymentCurrent State, Observations and Next Steps

2300 users across all major AU and NZ cities7x Exchange 2003 Mailbox Servers

All AU and NZ capital cities2x Exchange 2003 Bridgehead ServerCisco Call Manager (CCM) IP Telephony

2x Clusters4.x in Australia 3.3 in New Zealand

Communications Environment

Agenda

Customer Environment BackgroundExchange 2007 Deployment

GoalsPlanArchitectureChallengesEnd-State

Office Communications Server 2007 DeploymentCurrent State, Observations and Next Steps

Reduce ComplexityReduce AdministrationImprove Service AvailabilityProvide Additional Services

Outlook Auto DiscoverUnified Messaging

Exchange 2007 Goals

Centralized DeploymentSydney-basedSplit between 2x Data Centers

Single mailbox clusterContinuous Cluster Replication (CCR)

100x Production Users on Beta 2Outlook 2007 deployed to all desktopsExchange Unified Messaging w/ Cisco Call Manager

Exchange 2007 Plan

Exchange & PBX Architecture

Inte

r-Clu

ster

Trun

k

SIP Trunk

Exchange 2007:Client AccessHub TransportUnified Messaging

Exchange 2007:Mailbox

Exchange 2007:Mailbox

Cisco Call Manager 5.1

Cisco Call Manager 4.1Cluster

PSTN Gateway

Customer has 134 SMTP domains that could be a users Primary email addressEach SMTP domain must be represented in the SAN of the SSL certificate on the CASHow many SAN’s does your provider allow?

Deployment Challenge #1Exchange Auto Discover

Call Manager 4.x does not fully support SIP

CCM 5.x required for native supportResolution:

Implemented additional CCM 5 system in parallelInter-cluster Trunk from CCM 4 to CCM5Route calls from CCM4 thru CCM5 to Exchange UM

Deployment Challenge #2Cisco Call Manager Compatibility

Exchange & PBX Architecture

Inte

r-Clu

ster

Trun

k

SIP Trunk

Exchange 2007:Client AccessHub TransportUnified Messaging

Exchange 2007:Mailbox

Exchange 2007:Mailbox

Cisco Call Manager 5.1

Cisco Call Manager 4.1Cluster

PSTN Gateway

Cisco Call Manager 5.1Cluster

SIP Trunk

Exchange UM has no function to ‘alert’ the PBXQuestion: ‘Do you need a flashing light on your desk phone if you have your email or OC client open?’

Many desktop alerts existSeamless migration was important3rd. party product used to bridge the gap

MWI2007

Deployment Challenge #3Message Waiting Indicator

Exchange Auto Attendant can’t find users or matching wrong users in the GALDisplay Name format did not match default grammar generation rules

Firstname Lastname – BUBuild a customized Grammar filter

SpeechGrammarFilterList.xml

Deployment Challenge #4Unified Messaging – Speech Recognition

Customized Grammar Filter

<Pattern><!-- Firstname Lastname – BU --><Input>(\w+)\s+(\w+)\s+[\-\']\s+(\w+)</Input><!-- ==> Firstname Lastname --><Output>$1 $2</Output>

</Pattern>

Names aren’t always written as they’re spoken

e.g. ‘Newson Ng’ is spoken ‘Newson Ung’People aren’t always known by their actual name in the GAL

“Robert Johns” is known as “Bob Johns”Need to populate the Phonetic Display Names to address this

Department Names that are abbreviated in the GAL may need the same treatment

Deployment Challenge #5Unified Messaging – Phonetics

Agenda

Customer Environment BackgroundExchange 2007 DeploymentOffice Communications Server 2007 Deployment

GoalsPlanArchitectureChallengesEnd-State

Current State, Observations and Next Steps

Understand OCS’ application within the environment

IMWeb ConferencingP2P VideoRoundTableApplication Integration

Achieve corporate control of Public IMInvestigate Telephony Integration possibilities with Cisco Call Manager

OCS 2007 Goals

Greenfields deployment for OCS 2007 RDP100x users on Beta 2 in ProductionSingle Enterprise Pool + Access EdgeFunctionality Implemented @ Beta 2

IMPresenceWeb Conferencing

RoundTable

External AccessRemote Call Control (RCC) w/ CCM 5 @ RC1

OCS 2007 Plan

Deployed OCS Architecture

OCS Director

Cisco Unified Presence Server 6.0Cisco Call

Manager 5.1 Cluster

PSTN Gateway

PSTNInternet

OCS Access

Edge

SIP CSTA

CTI

OCS Back-EndOCS Front-End

Load Balancer

OCS Front-End

Customer has 134 possible primary namespaces

Should the SIP namespace = SMTP namespace?Certificate providers wanted to charge per SAN

Est. cost = $50k

Entrust released a ‘Unified Communications Certificate’

Revised Cost = $4k for 134 namespacesImplemented a sub-set of ‘core’ namespaces

Deployment Challenge #5Choosing the SIP namespace(s)

RCC requires a CSTA over SIP gateway

Cisco Unified Presence Server (CUPS) provided limited support for OCS

v1.0: very limited functionalityv6.0: better, but still a few ‘quirks’

Deployment Challenge #6OCS - Remote Call Control

CTICSTA/SIP

SCCP

SIP

Cisco Unified Presence Server 6.0

OCS Front-End Cisco Call Manager 5.1

OCS is designed to use the E.164 number standard (i.e. ‘+61288771234’)CCM does not recognize a “+”

Call fails if OCS->CCM sends a “+”CCM->OCS contains raw number only; no “+”

RCC requires you to normalize to the exact format you would type in the handsetUse Address Book Service (ABS) to normalize to acceptable format

+61288771234 = 0288771234

Deployment Challenge #7CCM – E.164 Numbers

Used to match an inbound call to a user or contact name from the GAL or ContactsDefault rules cater for US number formats onlyGAL & Contact phone number standardization is required for successful resolutions

Normalization rule needed to cater for each potential use format+61-2-9865-2345 –ne +61298652345 –ne +61 (0)2-9865-2345

Deployment Challenge #8OCS – Reverse Number Lookup

Agenda

Environment BackgroundExchange 2007 ImplementationOffice Communications Server 2007 ImplementationCurrent State, Observations and Next Steps

All Australian mailboxes consolidated to a single 2-node CCR cluster

Removal of 4x Mailbox serversTesting Trans-Tasman consolidationHigher availability due to Clustered Mailboxes

Exchange UM live for 150+ Australian users200 users enabled for OCS

Federation-enabledRCC still in Pilot

Likely pending CUPS upgrade for OCS supportSupport in latest build looks very promising

Current State

Video Conferencing using RoundTable adopted for team meetings between HO team and remote team membersExchange UM rollout underway to replace legacy Voicemail

NZ UM deployment pending NZ CCM upgrade to compatible version

Current State cont.

Users drove adoption100->250 in 4 weeks

Play-On-Phone usage was much higher than anticipated

Quicker to have UM call youLive Meeting used for Helpdesk support

Faster session setup than NetMeetingMultiple Helpdesk calls logged over network security concerns

OC logged in seamlessly at home on broadband… something MUST be wrong!

Observations

Migrate NZ users to Exchange 2007New NZ mailbox cluster or to AU mailbox cluster decision pending

Initial performance testing shows no change in user experience in Cache Mode

Upgrade OCS to RTMInvestigate UC Device use

Upgrade NZ CCM cluster to v5Upgrade CUPS to ‘OCS Supported’ version

Further deploy RCC

Next Steps

Evaluation Forms

Questions?

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