Email and Voice Mail Duet

• Julian DattaJulianda@Microsoft.comhttp://blogs.technet.com/julian/

• Brett JohnsonBrettjo@Microsoft.comhttp://blogs.technet.com/brettjo

Exchange 2007 Unified Messaging:

Why We Need Unified MessagingProblems of disunityVoice and e-mail as separate inboxes

Different servers, access mechanismsDesktop software (e-mail)Phone (voice mail)

Fax messagesStand-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 With Exchange Server 2007, we look forward to being able to communicate better…Will this technology help us able to communicate better…Will this technology help us sell more golf clubs? In this case, yes, we believe that sell more golf clubs? In this case, yes, we believe that better communication will help better communication will help us sell more golf clubs.”us sell more golf clubs.”

——Eric Hart, End-User Computing Manager, PING Inc.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 e-mail and voice mail is going to be a huge Having anywhere access to e-mail and voice mail is going to be a huge benefit... People can access information and interact with it using a variety 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 of devices, at work, at home, and on the road; and all of this translates directly into productivity.”directly into productivity.”——Steven Presley, Senior IT Engineer for Messaging, QUALCOMMSteven 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 RenderingVoice messages

Play (multimedia)Play on phone

Fax messagesVoice mail options

Reset PINE-mail folderMissed 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.

• E-mail 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

Property DescriptionUMDialPlan Dial plan to which the user belongsMinPINLength Minimum number of digits allowed in user’s PINPINLifetime Maximum time between PIN changesLogonFailuresBeforePINReset Consecutive TUI logon failures triggering PIN resetVoiceMailText Inserted at end of each voice mail message bodyAllowedInCountryOrRegionGroups Determines which dialing rules are allowedAllowedInternationalGroups 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

TelephoneNetwork

IP Gateways

UM Servers

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)– http://www.microsoft.com/exchange/evaluation/unifiedmessaging/dataretentionwp.ms

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.