Modular Messaging Concepts and Planning Guide · 2009. 8. 19. · Multilingual support ... Backing...

Modular Messaging Concepts andPlanning Guide

June 2009

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Contents

Chapter 1: Overview of Modular Messaging........................................................................11What's new in Modular Messaging Release 5.1..............................................................................................11Modular Messaging versions..........................................................................................................................13

Modular Messaging—MSS....................................................................................................................14Modular Messaging—Exchange or Modular Messaging—Domino........................................................16

Characteristics of Modular Messaging versions..............................................................................................18Benefits of Modular Messaging......................................................................................................................20

Scalability..............................................................................................................................................20Mobility..................................................................................................................................................20Familiar telephone user experience......................................................................................................21Multilingual support................................................................................................................................22Ease of administration............................................................................................................................23Switch integration..................................................................................................................................25Industry standards..................................................................................................................................25

Chapter 2: Modular Messaging server components............................................................27Messaging Application Server........................................................................................................................27

MAS services and functionality..............................................................................................................28Modular Messaging software components............................................................................................28Distributing MAS software components..................................................................................................35

Message store................................................................................................................................................38Avaya Message Storage Server............................................................................................................38Microsoft Exchange server....................................................................................................................39IBM Lotus Domino server......................................................................................................................39

Web server......................................................................................................................................................40Voice mail domain..........................................................................................................................................41

Chapter 3: Modular Messaging interfaces............................................................................43Telephone user interfaces..............................................................................................................................43

Caller interface......................................................................................................................................43Subscriber interface................................................................................................................................48Multilingual support................................................................................................................................55

Graphical user interfaces................................................................................................................................57Modular Messaging Microsoft Outlook Client........................................................................................58Modular Messaging Microsoft Restricted Outlook Client........................................................................62Comparing Modular Messaging Outlook Client and Modular Messaging Restricted Outlook Client........65Outlook Web Access (OWA)..................................................................................................................68Modular Messaging IBM Lotus Notes Client..........................................................................................69iNotes....................................................................................................................................................71Subscriber Options................................................................................................................................72Web Subscriber Options........................................................................................................................73Subscriber-controlled parameters from Subscriber Options and Web Subscriber Options....................75Desktop deployment of Avaya GUI Thick Clients..................................................................................77Modular Messaging Web Client..............................................................................................................77Standards-based clients with Modular Messaging—MSS......................................................................80IBM Lotus Notes with IBM Lotus Domino Unified Communications......................................................80

one-X Speech................................................................................................................................................81Administrative and management interfaces....................................................................................................81

Modular Messaging Concepts and Planning Guide June 2009 3

Message Storage Server administration................................................................................................82MAS administration................................................................................................................................83Reporting capabilities............................................................................................................................83

Chapter 4: Modular Messaging features..............................................................................85Key features and capabilities..........................................................................................................................85

Functional differences based on message store....................................................................................90Text-to-speech conversion capability..............................................................................................................99

Multilingual text-to-speech......................................................................................................................99Alarms and notifications................................................................................................................................100

MAS alarms and logs............................................................. ............................................................. 101MSS alarms and logs............................................................. ............................................................. 101

Simple Network Management Protocol with Modular Messaging................................ ................................ 103SNMP system queries..........................................................................................................................104SNMP alarm notification........................................................... ........................................................... 104

Licensing........................................................................... ........................................................................... 105Audio encoding formats................................................................................................................................105

GSM 6.10...................................................................... ...................................................................... 106G.711....................................................................................................................................................106Recommendations for selecting audio encoding formats.................................. .................................. 107Binary size and MIME transfer size......................................................................................................108

Communities and sending restrictions..........................................................................................................108System lists......................................................................... ......................................................................... 110

Modular Messaging—MSS Enhanced-List Application........................................................................110Modular Messaging—Exchange global distribution lists and Modular Messaging—Domino mailing listgroups......................................................................... ......................................................................... 111

Broadcasting messages................................................................................................................................111Personal Distribution Lists.............................................................. .............................................................. 113

PDL members................................................................... ................................................................... 113PDL labels and identifiers.......................................................... .......................................................... 114Working with PDLs................................................................................................................................115Addressing messages to PDLs............................................................................................................118Other PDL addressing concepts..................................................... ..................................................... 120

Message Privacy..................................................................... ..................................................................... 121Creating private messages......................................................... ......................................................... 122Gaining access to private messages....................................................................................................122Creating private Call Answer messages............................................... ............................................... 123The Privacy Enforcement Level parameter..........................................................................................124Restricting client access to mailboxes..................................................................................................127Standard RFC822 Privacy Header................................................... ................................................... 128Summary of the privacy parameters.................................................. .................................................. 128

Multiple time zones feature............................................................. ............................................................. 130Backup capabilities................................................................... ................................................................... 132

Backing up and restoring data from a DVD..........................................................................................134Backing up and restoring data from a LAN............................................. ............................................. 135

MultiSite feature............................................................................................................................................137Subscriber data migrations and system upgrades........................................................................................137

Chapter 5: Offline Messaging............................................... ............................................... 143Messaging with a message store in offline mode..........................................................................................143

Offline Call Answer............................................................... ............................................................... 143Offline access to Call Answer messages.............................................. .............................................. 144Peer Failover........................................................................................................................................145Domino Clustering................................................................................................................................146

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Messaging with e-mail clients in offline mode............................................... ............................................... 147

Chapter 6: Addressing and networking..............................................................................149Addressing....................................................................................................................................................149

Primary mailbox address......................................................................................................................149Local mailbox numbers............................................................ ............................................................ 151Numeric Address..................................................................................................................................152Additional forms of addressing from the TUI........................................................................................152Additional forms of addressing from the computer user interface........................................................156Call Answer responses within networked messaging systems............................................................157

Multiple mailboxes and alias extensions................................................... ................................................... 161Multiple extensions per mailbox..................................................... ..................................................... 161Multiple mailboxes per extension.................................................... .................................................... 162

Networking....................................................................................................................................................162Modular Messaging—MSS and the Message Networking server........................................................163Message Networking server among multiple Modular Messaging—MSS systems..............................164

Chapter 7: Modular Messaging and fax servers................................ ................................ 167Modular Messaging native fax server..................................................... ..................................................... 167

Fax Sender Service for Messaging Application Server........................................................................167Outgoing faxes.................................................................. .................................................................. 168Incoming faxes.................................................................. .................................................................. 169

Providing interoperability with third-party fax servers....................................................................................169Overview of third-party fax servers................................................... ................................................... 170Requirements for third-party fax server interoperability with Modular Messaging................................171Enabling fax for subscribers........................................................ ........................................................ 171Routing inbound fax calls to the third-party fax server.................................... .................................... 172

Chapter 8: Telephony concepts............................................. ............................................. 175Voice ports....................................................................................................................................................175Switch integration and telephony protocols................................................. ................................................. 176

Session Initiation Protocol....................................................................................................................177H.323....................................................................................................................................................177QSIG D Channel................................................................. ................................................................. 178Digital Set Emulation............................................................................................................................179AudioCodes Gateway............................................................. ............................................................. 179DSE SIP Gateways..............................................................................................................................180Analog telephony interface......................................................... ......................................................... 180

Switch integration features............................................................................................................................181Switch integration matrix......................................................................................................................183

Signaling........................................................................... ........................................................................... 185Hunt groups......................................................................... ......................................................................... 185

Types of hunt groups............................................................................................................................186

Chapter 9: Support for message and call notification........................... ........................... 187Message notification.................................................................. .................................................................. 187

Message notification capacities............................................................................................................187Message Waiting Indicator......................................................... ......................................................... 188Call Me........................................................................ ........................................................................ 190Notify Me - Automatic............................................................. ............................................................. 193

Call notification..............................................................................................................................................196Caller-requested Notify Me......................................................... ......................................................... 197Find Me........................................................................ ........................................................................ 198Intercom Paging................................................................. ................................................................. 201

Contents


Call screening from the Automated Attendant......................................................................................201One-number connectivity......................................................................................................................202Multiple notifications.............................................................. .............................................................. 202

Chapter 10: Designing voice mail domains........................................................................205General rules for voice mail domains............................................................................................................205Rules for Message Storage Server messaging environments......................................................................208Rules for Microsoft Exchange messaging environments..............................................................................210

Additional rules for Exchange 2007 messaging environments.............................. .............................. 211Rules for IBM Lotus Domino messaging environments................................................................................212

Considering the proximity of the switch to e-mail message stores........................... ........................... 212

Chapter 11: Modular Messaging system capacities............................. ............................. 213Voice mail domain capacities........................................................................................................................213Avaya Message Storage Server capacities................................................. ................................................. 215Messaging Application Server capacities......................................................................................................216MAS port capacities for Modular Messaging—MSS.......................................... .......................................... 217MAS port capacities for Modular Messaging—Exchange...................................... ...................................... 220MAS port capacities for Modular Messaging—Domino........................................ ........................................ 222

Chapter 12: Port Sizing.................................................... .................................................... 225Identifying the recommended configuration for a customer..........................................................................225Port sizing using Modular Messaging recommendations..............................................................................226

Port usage patterns..............................................................................................................................227Recommendations for Modular Messaging—MSS........................................... ........................................... 228

Recommendations for Modular Messaging—MSS with Avaya S8730 MAS units............... ............... 229Recommendations for Modular Messaging—MSS with Avaya S3500 MAS units............... ............... 233Recommendations for Modular Messaging—MSS with Customer-provided hardware........................237

Recommendations for Modular Messaging—Exchange....................................... ....................................... 241Recommendations for Modular Messaging—Domino..........................................................................241Recommendations for Modular Messaging—Exchange and Modular Messaging—Domino with AvayaS8730 MAS units..................................................................................................................................242Recommendations for Modular Messaging—Exchange and Modular Messaging—Domino with AvayaS3500 MAS units..................................................................................................................................248Recommendations for Modular Messaging—Exchange and Modular Messaging—Domino withCustomer-provided hardware....................................................... ....................................................... 252

Port sizing without using Modular Messaging recommendations................................ ................................ 257Concepts a planner must know............................................................................................................258Estimating port requirements................................................................................................................259Calculations of the number of Messaging Application Servers required..............................................265Evaluating the additional load on the network and e-mail servers........................... ........................... 266

Chapter 13: Other planning considerations........................................................................269Planning for redundancy............................................................... ............................................................... 269

Messaging Application Server redundancy..........................................................................................269Message Storage Server redundancy..................................................................................................271

Messaging Application Server load balancing..............................................................................................272Recommended placement of server components................................................................................273Recommendations for Offline Call Answer Store........................................ ........................................ 276

Calculating the message storage capacity....................................................................................................279Storage space available on message application server.................................. .................................. 279Storage space available on the Message Storage Server................................. ................................. 280Calculating the storage space on e-mail servers..................................................................................281Storage planning..................................................................................................................................282Fax port and storage planning..............................................................................................................284

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Message retention estimate........................................................ ........................................................ 285Calculating the number of desktop users per voice mail domain..................................................................286

IMAP4 client limits................................................................................................................................286POP3 client limits................................................................ ................................................................ 288Modular Messaging Web Client limits..................................................................................................288Web Subscriber Options........................................................... ........................................................... 289

Centralized Modular Messaging....................................................................................................................290Topologies............................................................................................................................................291Considerations when implementing centralized Modular Messaging......................... ......................... 294

Appendix A: Customer Preparation and Considerations..................................................299Customer participation..................................................................................................................................299System design and data collection................................................................................................................299Existing system review..................................................................................................................................301E-mail management......................................................................................................................................301Security processes........................................................................................................................................302Customer responsibility for system security..................................................................................................302

Appendix B: Customer environment......................................... ......................................... 305Avaya support policy for third-party clients....................................................................................................305Site requirements for Avaya S3500 and S8730 servers....................................... ....................................... 305

Environmental requirements for S3500 and S8730 servers................................ ................................ 305Weight and space considerations for S3500 and S8730 servers............................ ............................ 306Customer-provided cabinet requirements for S3500 and S8730 servers...................... ...................... 307Power requirements for S3500 and S8730 servers..............................................................................308

Modular Messaging and the Microsoft Windows domain infrastructure........................................................309Microsoft Windows domain infrastructure for Modular Messaging—MSS............................................310Microsoft Windows domain infrastructure for Modular Messaging—Exchange and Modular Messaging—Domino........................................................................ ........................................................................ 311

Considerations when implementing Modular Messaging—MSS..................................................................311Considerations when implementing Modular Messaging with e-mail servers....................... ....................... 313Minimum hardware requirements and supported software (MSS)................................................................314

MAS specifications with Modular Messaging—MSS............................................................................314Message Storage Server (MSS) specifications....................................................................................319Modular Messaging Outlook Client requirements for MSS................................. ................................. 320Modular Messaging Restricted Outlook Client requirements............................... ............................... 321Modular Messaging Lotus Notes Client requirements..........................................................................322Modular Messaging Web Client requirements......................................................................................322Subscriber Options requirements.................................................... .................................................... 325Web Subscriber Options requirements................................................ ................................................ 325Supplementary Server requirements....................................................................................................327Administration Clients requirement................................................... ................................................... 330Caller Applications Editor requirements............................................... ............................................... 330Data Collection Tool requirements........................................................................................................331Requirements for the MSS administration interface...................................... ...................................... 3322nd Nature minimum requirements......................................................................................................333Compatibility with Avaya Integrated Management....................................... ....................................... 335

Minimum hardware requirements and supported software (Exchange)........................................................335Messaging Application Server requirements........................................................................................335Modular Messaging Outlook Client requirements for Exchange..........................................................339Subscriber Options requirements for Exchange......................................... ......................................... 339Web Subscriber Options requirements for Exchange..........................................................................340Supplementary Server requirements for Exchange..............................................................................343Administration Client requirements for Exchange................................................................................345

Contents


Caller Applications Editor requirements for Exchange.................................... .................................... 345Data Collection Tool requirements for Exchange........................................ ........................................ 346Subscriber Administration Extension requirements..............................................................................347Peer Exchange Server requirements................................................. ................................................. 348

Minimum hardware requirements and supported software (Domino)............................. ............................. 349Messaging Application Server requirements for Domino.................................. .................................. 350Modular Messaging DUC 1.2.5 Client requirements............................................................................353Subscriber Options requirements for Domino......................................................................................354Web Subscriber Options requirements for Domino..............................................................................355Supplementary Server requirements for Domino........................................ ........................................ 358Administration Clients requirement for Domino....................................................................................360Caller Applications Editor requirements for Domino...................................... ...................................... 360Peer Domino Server requirements................................................... ................................................... 361Data Collection Tool requirements for Domino.......................................... .......................................... 362

Other hardware and software considerations............................................... ............................................... 364

Appendix C: Grade of service..............................................................................................367Grade of service............................................................................................................................................367

Appendix D: Considerations with Message Networking server................... ................... 375No support for Octel Analog Networking with Exchange 2007.................................. .................................. 375No blind addressing from the telephone user interface........................................ ........................................ 376Manual directory initialization........................................................................................................................376No ongoing automatic directory updates................................................... ................................................... 376No voice name..............................................................................................................................................377Double database entries on Modular Messaging..........................................................................................377Receiving or sending fax messages through Message Networking server......................... ......................... 377

Appendix E: Options set on a Class of Service basis........................... ........................... 379Options set on a class of service basis.................................................... .................................................... 379

Appendix F: Options set on a per-subscriber basis..........................................................385Options set on a per-subscriber basis..................................................... ..................................................... 385

Appendix G: MAS and MSS reports.......................................... .......................................... 391Messaging Application Server reports..........................................................................................................391Message Storage Server reports..................................................................................................................392Report samples...................................................................... ...................................................................... 395

Basic Matrics report..............................................................................................................................395 Hourly Statistics report........................................................................................................................395 Login Failures report............................................................................................................................396 Port Statistics report............................................................................................................................397 System Usage report............................................................. ............................................................. 398 Usage Mailbox Statistics report..................................................... ..................................................... 399 Community Daily or Hourly Traffic report.............................................. .............................................. 399 Feature Daily or Hourly Traffic report..................................................................................................400 Load Daily or Hourly Traffic report................................................... ................................................... 401 Network Load Daily or Hourly Traffic report............................................ ............................................ 401 Remote Message Daily or Monthly Traffic report................................................................................402Report of Classes-of-Service................................................................................................................403 Report of Local Subscribers................................................................................................................404 Report of Remote Subscribers............................................................................................................405 Report of Networked Machines..................................................... ..................................................... 405 Report of Trusted Servers......................................................... ......................................................... 406

Contents


Subscriber Daily or Monthly Traffic report............................................................................................406System Evaluation report.......................................................... .......................................................... 407

Chapter 21: Glossary............................................................................................................409

Index.......................................................................................................................................437

Contents


Contents


Chapter 1: Overview of Modular Messaging

What's new in Modular Messaging Release 5.1In addition to the features and capabilities provided in previous Modular Messaging releases,Avaya Modular Messaging Release 5.1 offers the following new and enhanced features andcapabilities.

S8730 hardware support for Modular Messaging—Microsoft Exchange andModular Messaging—IBM Lotus DominoWith Modular Messaging Release 5.1, Avaya introduces S8730 server for all versions ofModular Messaging system.

For new installations of Modular Messaging with MSS, Domino, and Exchange messagestores, the Avaya S8730 server is available or customers can supply their own MAS hardwarethat meets the minimum specifications for all current Modular Messaging installations. Forupgrades from previous releases of Modular Messaging, the Avaya S3500 server is alsosupported. For more information on the physical requirements for the S8730 hardware, see Site requirements for Avaya S3500 and S8730 servers on page 305.

S8730 hardware with six hard drivesFor new installations of Modular Messaging Release 5.1 with MSS, the MSS High availability(MSS—H) system is available with two extra hard drives, that is six hard drives in total.However, existing MSS—H system with four hard drives cannot be upgraded to six hard drives.For more information, see Port usage patterns on page 227.

Support for Dialogic DSE SIP GatewaysModular Messaging Release 5.0 offered AudioCodes Mediant 1000 Gateway that supports T1QSIG, E1 QSIG, and analog integrations. Modular Messaging Release 5.1 adds support for


the DMG 1000 Gateway for DSE integration. For more information, see DSE SIP Gatewayson page 180.

Execute caller applications for call answered calls onlyWith Modular Messaging Release 5.1, caller applications can be configured, so that they willbe executed only for call answered calls. For example, you can play a disclaimer message thatcannot be interrupted to all callers before they are permitted to leave a message.

Increased subscriber capacity for Modular Messaging—MSSWith Modular Messaging Release 5.1, the Avaya Message Storage Server (MSS) can support40,000 local subscribers per Voice Mail Domain (VMD).

Increased port capacity per MASModular Messaging Release 5.1 supports higher port capacities per Messaging ApplicationServer (MAS) when running on Avaya S8730 server. With S8730 server, Modular Messagingsupports 288 ports per Voice Mail Domain.

The maximum number of ports supported per MAS is 96 for SIP, 30 for H.323, 69 for T1 QSIG,90 for E1 QSIG, 24 for DSE, and 36 for analog integration.

Increased IMAP4 sessionsThe MSS when running on Avaya S8730 server supports 5,000 IMAP4 sessions.

Increased MWI capacity for Modular Messaging—IBM Lotus DominoIn Modular Messaging Release 5.1, Modular Messaging—IBM Lotus Domino supports up to4,000 MWI enabled subscribers.

Support for new platformsModular Messaging Release 5.1 provides support for IBM Lotus Notes Client 8.0.x and 8.5 inModular Messaging—MSS and Modular Messaging—IBM Lotus Domino systems. ModularMessaging— IBM Lotus Domino also supports IBM Lotus Domino 8.5 and DUC 1.2.5 client

IBM Lotus Notes Client 7.0.3 and 8.0 also supports the Microsoft Windows Vista 32bitEnterprise and Business Editions.

In Modular Messaging Release 5.1, Web Subscriber Options supports Safari as a browser.

2nd Nature offerModular Messaging Release 5.1 does not support Mailbox Manager. You can purchase 2ndNature and use it as a replacement for Mailbox Manager. 2nd Nature supports the MultiSite

Overview of Modular Messaging


feature of the Modular Messaging system. For more information, see 2nd Nature for ModularMessaging on page 82.

Survivable Modular Messaging offer with SIP GatewaysA survivable Modular Messaging system is offered with Modular Messaging—MSS Release5.1 that uses SIP integration.

MSS Security improvementsIn Modular Messaging Release 5.1, administrators can set the password security rules of eachadministrative account. Administrators can specify the following password aging rules andenforce these rules:

• a maximum age before change is required• a minimum age before change is allowed• a number of days before expiration that a warning will appear

Web Client and Web Subscriber Options security improvementsModular Messaging Release 5.1 adds support for HTTPS in Web Client server and WebSubscriber Options server to enhance secure communication and reduce the security risk. Youcan use HTTP, or HTTPS, or both.

MultiSite support for Modular Messaging—Microsoft Exchange and ModularMessaging—IBM Lotus DominoWith Modular Messaging Release 5.1, Avaya introduces MultiSite feature for all versions ofModular Messaging system. With MultiSite capability, you can use a single Modular Messagingsystem to serve subscribers at multiple locations. Modular Messaging system running SIP cancommunicate with multiple switches using SES or SIP Gateways.

With MultiSite, Message Application Servers (MASs) in a single Voice Mail Domain (VMD)communicate with multiple switches with different dial plans, in different locations. MultiSiteallows you to centralize the message stores and Message Application Servers (MASs). Formore information, see MultiSite feature on page 137.

Modular Messaging versionsModular Messaging is a unified messaging solution that addresses the different unifiedmessaging needs of customers. To suit the particular architectural needs and e-mailinfrastructure of customers, Modular Messaging is available in the following versions:

• Modular Messaging—Avaya Message Storage Server (Modular Messaging—MSS)

This configuration contains one or more Avaya Messaging Application Server (MAS)units and a single Avaya MSS. The Avaya MSS is available in two versions: MSS—standard availability (MSS—S) and MSS—high availability (MSS—H). The MAS unitsare provided either by Avaya or by the customer. The MSS hardware must be providedby Avaya. A private Ethernet local area network (LAN) connects the MAS and theMSS. The Modular Messaging system must have access to a Windows domain, whichcan be either an existing corporate domain, or its own private domain.

Modular Messaging versions


Note:In a configuration with multiple MAS units, all the MAS units must be physically co-located with the MSS and must be on the same LAN segment as the MSS.

• Modular Messaging—Microsoft Exchange (Modular Messaging—Exchange)

This configuration contains one or more MAS units connected to one or more MicrosoftExchange servers. The MAS units are provided either by Avaya or by the customer.Avaya provides the Modular Messaging software that must be installed on thecustomer-provided MAS. The Microsoft Exchange servers are provided by thecustomer.

• Modular Messaging—IBM Lotus Domino (Modular Messaging—Domino)

This configuration contains one or more MAS units connected to one or more IBMLotus Domino servers. The MAS units are provided either by Avaya or by thecustomer. Avaya provides the Modular Messaging software that must be installed onthe customer-provided MAS. The IBM Lotus Domino servers are provided by thecustomer.

For information on the hardware and software requirements of a customer-provided MAS, see Minimum hardware requirements for an MAS on page 336.

Although these versions have functionality in common, such as Call Answer and telephoneaccess to voice messages, they differ in their implementation, architecture, and configuration.

Depending on the version, Modular Messaging can be used as any one of the followingsolutions:

• A voice and fax messaging system, in which all voice and fax messages are storedon the Avaya MSS.

• A part of a corporate messaging solution for access to messages. Voice, text, and faxmessages are stored on the Avaya MSS, and corporate e-mail is maintained on aseparate corporate e-mail system.

• A voice, fax, text, and e-mail messaging system, in which all messages are storedon a common message store—either Microsoft Exchange or IBM Lotus Domino.

Modular Messaging—MSSA Modular Messaging—MSS system can be configured for use as:

• A voice mail system providing only voice and fax messaging

• Part of a unified messaging solution for access to messages



In the latter scenario, voice, text, and fax messages are stored on the MSS, and corporate e-mail is stored on the corporate e-mail system.

As a stand-alone messaging solution, Modular Messaging—MSS is an ideal solution fororganizations that have traditional voice mail usage and that intend to maintain separate e-mail and voice mail systems.

This configuration is likely to be attractive to customers that want independent voice mail andcorporate e-mail systems for overall messaging reliability. Modular Messaging mailboxes onthe Avaya MSS store voice, fax, and text messages that subscribers receive. These ModularMessaging mailboxes are independent of the mailboxes on the corporate e-mail system thatreceive and store corporate e-mail messages. Because the voice mail and e-mail systems areindependent of each other in this configuration, if one of the systems is not operating, the otheris still likely to be available.

Subscribers can use different devices, such as a touchtone telephone or a desktop computer,to access messages stored in their Modular Messaging mailboxes.

The following access media provide subscribers with unified access to messages:

• Touchtone telephone that uses the Modular Messaging TUIs for access to voice andfax messages.

• one-X Speech for telephone access to voice and fax messages and to corporate e-mail messages.

• Modular Messaging Microsoft Outlook Client and Modular Messaging RestrictedOutlook Client for Outlook access to voice, fax, and text messages. Users can accessall messages stored in their Modular Messaging inbox with the same client that is usedto access corporate e-mail messages.



• Modular Messaging IBM Lotus Notes Client for Lotus Notes access to voice, fax, andtext messages. Users can gain access to all messages stored in their ModularMessaging inbox with the same client that is used to obtain access to corporate e-mail messages.

• Modular Messaging Web Client for access to voice, fax, and text messages from aWeb browser.

• Standards-based e-mail client for desktop access to voice, text, and fax messages.Modular Messaging—MSS supports IMAP4 and Post Office Protocol 3 (POP3) e-mail standards and text messages, allowing subscribers to access their ModularMessaging mailbox by means of standards-based e-mail clients. These messages arestored in an inbox separate from the corporate inbox that receives e-mail messagesfrom the corporate e-mail system.

Note:Through administrative settings, administrators can restrict access to a subscribermailbox from standards-based clients. For more information, see The PrivacyEnforcement Level parameter on page 124.

• Native fax server allows subscribers to send fax messages. It also allows callers toleave fax messages. Callers can also leave a message that contains a voiceintroduction, followed by a fax. This results in a single message with both voice andfax components.

Note:H.323 integration currently does not support fax messaging.

Modular Messaging—Exchange or Modular Messaging—DominoA Modular Messaging—Exchange or Modular Messaging—Domino system is a voicemessaging front end that integrates with an existing Microsoft Exchange or IBM Lotus Dominoe-mail system, providing a unified message store for all messages.

The existing e-mail system serves as the message store for corporate e-mail messages, voicemessages, and fax messages.

In Modular Messaging with e-mail servers, voice mail is merged into, and therefore relies on,the Microsoft Exchange or IBM Lotus Domino e-mail infrastructure. Modular Messaging isdesigned in a store-and-forward fashion, so it continues to operate during network or e-mail



outages. During such outages, full functionality is not available, but the system continues toprovide basic Call Answer and limited access to recent Call Answer messages.

Modular Messaging—Exchange and Modular Messaging—Domino provide subscribers withaccess to voice, fax, and e-mail messages from their existing e-mail client and from ModularMessaging TUIs.

For unified access to messages, subscribers can use the following access media:

• A touchtone telephone for access to all messages.

• one-X Speech for telephone access to all messages.

• The Modular Messaging—Exchange Microsoft Outlook Client allows subscribers touse Microsoft Outlook for desktop access to all of their messages, including voicemessages.

• IBM Lotus Notes with IBM Lotus Domino Unified Communications (DUC) can be usedwith Modular Messaging—Domino to allow subscribers to access all of theirmessages, including voice messages.

• Web access to messages by using Outlook Web Access, for Microsoft Exchangemessage stores only, and iNotes, for IBM Lotus Domino message stores only.

• Any desktop client supported by Microsoft Exchange or IBM Lotus Domino.

• Modular Messaging—Exchange and Modular Messaging—Domino provide a NativeFax service as described on Modular Messaging native fax server on page 167.

• Modular Messaging—Exchange and Modular Messaging—Domino interoperate witha customer-provided, third-party fax server to provide fax capabilities, as describedon Providing interoperability with third-party fax servers on page 169.



Characteristics of Modular Messaging versionsThe following table compares the characteristics of the three Modular Messaging versions.

Characteristic ModularMessaging—MSS

ModularMessaging—

Exchange

ModularMessaging—

Domino

Storingmessages

Voice, text, and faxmessages arestored on the MSS.Corporate e-mailmessages, if any,are usually storedon a separate e-mail server.

All messages arestored on theMicrosoftExchange e-mailserver.

All messages arestored on the IBMLotus Domino e-mail server.

Retrievingmessages

Subscribers use atelephone(ModularMessaging TUIs)or a desktopcomputer toretrieve messages.Subscribers cannotuse the TUIs toretrieve corporatee-mail messagesstored on aseparate e-mailserver.

Subscribers use atelephone toretrieve voicemessages(ModularMessaging TUIs).Subscribers use atelephone ordesktop computerto retrieve voice,fax, and corporatee-mail messages.

Subscribers use atelephone toretrieve voicemessages(ModularMessaging TUIs).Subscribers use atelephone ordesktop computerto retrieve voice,fax, and corporatee-mail messages.

Available TUIs Aria TUI, AUDIXTUI, and SerenadeTUI.

Aria TUI, AUDIXTUI, and SerenadeTUI.

Aria TUI, AUDIXTUI and SerenadeTUI.

Desktop GUIsfor accessingthe inbox

The ModularMessaging inboxcontaining voice,fax, and textmessages isseparate from thecorporate e-mailinbox. With theModularMessaging Outlook

Voice and faxmessages in thesubscriber’s e-mailmailbox areaccessible by usingany MicrosoftExchange client.

Voice and faxmessages in thesubscriber’s e-mail mailbox areaccessible byusing any IBMLotus Dominoclient, such as IBMLotus Notes oriNotes.




ModularMessaging—

Exchange

ModularMessaging—

Domino

Client, ModularMessagingRestricted OutlookClient, the ModularMessaging LotusNotes Client, orwith standards-based e-mailclients, subscribershave the benefit ofaccessing twoseparate inboxes inthe same e-mailclient.

Text-to-speech(TTS)conversion

TTS is required forplaying sender andrecipient names(unless they aresubscribers withrecorded names),fax headerinformation, andany text messagesin the ModularMessagingmailbox.

TTS is required forplaying sender andrecipient names(unless they aresubscribers withrecorded names),fax headerinformation, andcorporate e-mailmessages.

TTS is required forplaying senderand recipientnames (unlessthey aresubscribers withrecorded names),fax headerinformation, andcorporate e-mailmessages.

Webmessaging

ModularMessaging WebClient providesWeb-browseraccess to voice,text, fax, andcorporate e-mailmessages.

Outlook WebAccess (OWA)provides a singleinterface for accessto voice mail andcorporate e-mailmessages, storedin a common inboxon the MicrosoftExchangemessage store.

iNotes, also knownas IBM LotusDomino WebAccess, provides asingle interface foraccess to voicemail and corporatee-mail messages,stored on the IBMLotus Dominomessage store.

Characteristics of Modular Messaging versions



ModularMessaging—

Exchange

ModularMessaging—

Domino

Compatibilitywith one-XSpeech

one-X Speech provides:

• Speech access to voice mail and corporate e-mailmessages

• Launching of telephone calls

• Conferencing

Benefits of Modular MessagingModular Messaging is compatible with many industry telecommunications systems, offeringservice from 4 to 288 ports and up to 40,000 subscribers. Modular Messaging providesmultilingual capabilities, thus supporting international operations.

ScalabilityModular Messaging—MSS supports a maximum of 144 ports per VMD when S3500 server isused and 288 ports per VMD when S8730 server is used.

Modular Messaging—Exchange and Modular Messaging—Domino support a maximum of 288ports per VMD.

A VMD can serve a network of switches, provided that the administrator ensures that thenetwork uses a single switch as a gateway to the VMD. However, when MultiSite is enabled,Message Application Servers (MASs) in a single VMD communicate with multiple switcheswith different dial plans, in different locations. For more information on a VMD, see Voice maildomain on page 41.

MobilityWith Modular Messaging, subscribers can send and retrieve messages even when they areaway from the office.

Modular Messaging provides subscribers with mobile access to their messages from anytouchtone telephone, using the Modular Messaging TUIs. With the Microsoft Exchange or IBMLotus Domino versions, the TUI provides access to voice mail and corporate e-mail messages.

With the MSS version, the TUIs provide access only to voice, fax, and text messages storedon the Avaya MSS and not to corporate e-mail messages stored on the corporate e-mailsystem. However, MSS subscribers that want mobile access to corporate e-mail messagescan use Avaya one-X Speech. The one-X Speech server provides speech access and voice



control of corporate e-mail and voice mail messages, regardless of whether they are stored inseparate or unified message stores. For more information, see one-X Speech on page 81.

Modular Messaging also provides enhanced notification functionality, allowing quick responseto any type of incoming communication, whether on site or remote. Subscribers can reply to amessage, regardless of its original form.

Modular Messaging supports real-time Find Me capability, telephone notification, MessageWaiting Indicator (MWI), and other advanced notification mechanisms, thus increasingsubscriber availability.

Note:Find Me is not supported for analog integrations.

Familiar telephone user experienceSubscribers can use the Modular Messaging TUIs from any touchtone telephone to gainaccess to, compose, and send messages and to configure their mailboxes.

The subscribers of the following TUIs will have a familiar telephone user experience with theModular Messaging TUIs:

• Avaya Octel 200/300, using the Serenade TUI

• Avaya Octel 250/350, using the Aria TUI

• Intuity AUDIX

• DEFINITY AUDIX

Modular Messaging comes with the followings TUIs:

• Aria TUI for Modular Messaging

• AUDIX TUI for Modular Messaging

• Serenade TUI for Modular Messaging

Administrators can assign subscribers their preferred TUI, based on class of service (COS).The Modular Messaging TUIs are similar to, but not exactly the same as, the respective Aria,AUDIX, or Serenade product.

For more information on the TUIs, see Telephone user interfaces on page 43.

Benefits of Modular Messaging


Multilingual supportModular Messaging supports multiple languages and allows multinational organizations to usethe system in virtually any worldwide office.

The following table describes the different languages that Modular Messaging supports forannouncements and for visual interfaces.



1 MM=Modular Messaging.

2 Message Networking includes audio and text announcements indicated in thiscolumn. Message Networking administrative interfaces are available only inEnglish.

3 The TUIs of Modular Messaging—Exchange and Modular Messaging—Domino automatically provide TTS conversions based on the language of thee-mail message.

4 Applicable only to Modular Messaging—MSS and Modular Messaging—Exchange. The Modular Messaging Outlook Client does not support MicrosoftMultilingual User Interface (MUI) packs.

5 Applicable only to Modular Messaging—MSS.

6 Web Client includes the Web Client and the Web Client with restrictions abilitysubscriber interfaces indicated in this column. Web Client administrativeinterfaces are available only in English.

7 Customer systems that use TTY must use G.711 audio encoding.

Of the languages that Modular Messaging supports:

• One language is defined as the system default language.

• Up to three languages can be defined for the system Automated Attendant.

• Up to three languages per mailbox can be defined for Call Answer. One assigned CallAnswer language can be Teletypewriter (TTY).

• Multilingual greetings, which allows subscribers to record each optional greeting (suchas busy, no answer, and out-of-hours) for each Call Answer language.

• One language can be specified per mailbox for logged-in messaging sessions.

Ease of administrationAll versions of Modular Messaging, regardless of whether they have unified or separatemessage stores, provide certain administrative benefits.



Modular Messaging—MSS administration

Modular Messaging—MSS is based on industry standards, including Lightweight DirectoryAccess Protocol (LDAP). Modular Messaging—MSS interoperates with the following Avayaadministrative tools to facilitate common administration across multiple Avaya products:

• Avaya Site Administration Release 2 or later and Avaya MultiSite AdministrationRelease 2.1 or later: These applications support Modular Messaging subscriber data.For more information, see Avaya Integrated Management on page 83.

• ProVision: This application is used to provision users on an Avaya AuraTMCommunication Manager or a DEFINITY switch and Modular Messaging.

• 2nd Nature: Modular Messaging—MSS administrators can use the 2nd natureapplication for mailbox administration. For more information, see 2nd Nature forModular Messaging on page 82.

• Directory Enabled Management (DEM): This interface, an add-on to CommunicationManager, connects the Avaya Directory Server with the Modular Messaging system.DEM periodically queries the Modular Messaging—MSS for changes to the subscriberadministrative attributes, through LDAP. If a change occurs, DEM updates customerdirectories with the changed information.

Web-based administration of the MSS facilitates common organization-wide administration,diagnostics, and reporting. Administrators can use these Web-based administration pages toperform general system administration for the MSS and subscriber administration.Administration tasks include subscriber management and password administration. Theseadministration pages also provide diagnostic logs.

Role-Based Access Control (RBAC) gives customers the ability to control privileges on theMSS and MAS based on customer-defined roles.

Modular Messaging—Exchange and Modular Messaging—Dominoadministration

Modular Messaging—Exchange and Modular Messaging—Domino offer the followingadministrative benefits:

• Leveraging the existing Microsoft Exchange or IBM Lotus Domino infrastructureeliminates the need to retain and manage separate voice and corporate e-mailsystems.

• For each subscriber, all voice mail, telephone answering, corporate e-mail, and faxmessages are stored on the same message store server.

• A single administrator can handle all messaging administration.

• Role-Based Access Control (RBAC) gives customers the ability to control privilegesbased on customer-defined roles.



• A single directory for addressing voice mail and corporate e-mail simplifies systemmanagement.

• Updates to the directory are replicated automatically to all systems, so that changesneed to be made only once for voice mail and e-mail.

Switch integrationModular Messaging supports multiple switch integrations (SWINs) for switches and privatebranch exchanges (PBXs) from several major manufacturers. Customers can choose a SWINthat requires only minimum changes to the current infrastructure to implement ModularMessaging.

Industry standardsModular Messaging supports the following industry standards:

• Industry-standard platforms, telephony interfaces, and operating systems:

- Intel processors

- AMD processors

- Dialogic Tip/Ring boards, Dialogic T1 and E1 port boards, and Dialogic DigitalSet Emulation (DSE) port boards

- Linux operating system for Avaya MSS and Microsoft Windows operatingsystem for MAS

• IP and Internet standards:

- IPv4 for server-to-server transport

- IMAP4 and POP3 client access to messages

- SMTP/MIME for sending and receiving messages

- LDAP for attribute storage and directory queries. Attribute storage includesuser and system data, and directory queries include name and address.

Note:IMAP4, POP3, SMTP/MIME are used for the Message Storage Server.LDAP is used for the Message Storage Server and Exchange. ForExchange and Domino, IMAP4, POP3, SMTP/MIME, and LDAP aresupported by the message store but not by Modular Messaging.

• SWINs:

- Session Initiation Protocol (SIP)

- H.323

- Q.Signaling (QSIG)



- Enhanced Inband Analog

- RS-232 for serial SWINs such as Simplified Message Desk Interface (SMDI)or Simplified Message Service Interface (SMSI)

- DSE

• Fax standard: Tag Image File Format (TIFF)/F Profile for Facsimile Dialogic format

• Audio encoding formats: Global System for Mobile Communications (GSM) 6.10 andG.711, A-law and μ-law. GSM 6.10 has a coding rate of approximately 13 kilobits persecond (kbps) or 1.6 Kilobytes per second (KBps). G.711 has a coding rate ofapproximately 64 kbps or 8 KBps. As GSM 6.10 requires only 13 kbps to encode, GSM6.10-encoded messages require a considerably smaller amount of storage, ascompared to G.711-encoded messages. For example, a 60-second voice messagerequires approximately:

- 95.2 KB when encoded using the GSM 6.10 format

- 468.8 KB when encoded using the G.711 format

G.711 provides higher voice quality than GSM 6.10 even in heterogeneousnetworks that require multiple audio encoding and decoding. Therefore,Avaya recommends the use of G.711 as the audio encoding format forModular Messaging.

• Modular Messaging complies with standards established by the U.S. government andstandards bodies for mandatory compliance areas, such as:

- Product Safety

- Electro Magnetic Compliance (EMC)

- Telecommunications

• Compliance with Section 508 and Section 255: Modular Messaging AUDIX TUIcomplies with Section 508 of the Rehabilitation Act. Modular Messaging also complieswith Section 255 of the Communications Act. These sections deal with the usabilityof a product by people with disabilities.



Chapter 2: Modular Messaging servercomponents

Messaging Application ServerThe application server provides an interface between the message store (and directory) andthe telephone system. In Modular Messaging, the application server is known as theMessaging Application Server (MAS).

A Modular Messaging—Avaya MSS system consists of at least one MAS and an AvayaMessage Storage Server (MSS). Modular Messaging—MSS supports a maximum of five MASunits in a voice mail domain (VMD) plus an optional Supplementary Server.

Note:In a VMD with multiple MAS units, all the MAS units must be physically co-located with thestorage server and must be on the same LAN segment as the storage server.

Starting with Modular Messaging Release 5.0, all new installations of the MAS software resideon the Avaya-provided S8730 server platform or a customer-provided server platform.

For upgraded Modular Messaging releases, the MAS software can reside on the Avaya-provided S8730 or S3500 server platform. The MAS software can also reside on a customer-provided server platform. The customer-provided server platform must meet the minimumrequirements that Avaya specifies for this release.

A Modular Messaging—Microsoft Exchange or Modular Messaging—IBM Lotus Dominosystem consists of at least one MAS operating with at least one back-end message store server(Microsoft Exchange server or IBM Lotus Domino server). With Microsoft Exchange or IBMLotus Domino, Modular Messaging supports a maximum of 10 MAS units in a VMD plus anoptional Supplementary Server.

The MAS software can also reside on a customer-provided server platform. The customer-provided server platform must meet the minimum requirements that Avaya specifies for thisrelease. For more information, see Messaging Application Server requirements on page335.


MAS services and functionalityAn MAS provides the following services and features:

• Inbound services

An MAS provides support to inbound services, such as Call Answer, subscriberaccess, offline access to Call Answer messages, graphical user interface (GUI)access, Automated Attendant, Caller Applications, and inbound fax.

• Outbound services

An MAS provides support to outbound services, such as Find Me, Call Me, Notify Me,Message Waiting Indicator (MWI), Automated Attendant transfers, and outbound fax.

• Software components

An MAS hosts server software components, such as Tracing Service, Mailbox MonitorService, MWI Service, Call Me Service, and Fax Sender Service.

For more information, see Modular Messaging software components on page 28.

• Key functions and applications

An MAS provides switch integrations (SWINs), the telephone user interface (TUI),voice encoding and decoding, alarming and event tracking, statistics and performancecounters, operation history, fax capability, and text-to-speech (TTS) capability.

Client applications, such as system administration tools and diagnostic and reportingtools are not uniquely associated with the MAS but are required on each MAS.

Modular Messaging software componentsThe Modular Messaging software includes the Avaya software components that must beinstalled on a customer-provided MAS or on an Avaya MAS.

In new installations of Modular Messaging, if a VMD contains more than one MAS, all thecomponents are installed on all the MAS units. However, the administrator cannot enable allthe components on all the MAS units. For example, the administrator can enable TracingService on an MAS and Call Me Service on another MAS. When you upgrade a ModularMessaging—MSS system, the missing components are installed on all the MAS units but notenabled.

See Table 3: Components that are required on each MAS on page 36 for information onenabling the MAS components in a multi-MAS VMD. For information on which component

Modular Messaging server components


should be enabled on which MAS, see Recommended placement of server components onpage 273.

The Modular Messaging software components are:

• Administration, diagnostic, and reporting tools

• MAS software and prompt files

• Tracing Service

• Audit Service

• Mailbox Monitor Service

• MWI Service

• Call Me Service

• Fax Sender Service

• Data Collection Tool

• Offline Call Answer Store

Administration, diagnostic, and reporting tools

The following table describes the various Modular Messaging administration tools.

Table 1: Modular Messaging administration tools

Administration tool Description

Voice Mail SystemConfiguration

Use the Voice Mail System Configuration (VMSC), asoftware application, to configure and maintain voicemail systems. VMSC facilitates configuration ofproperties that are shared across MASs grouped in aVMD and properties that are specific to an MAS.Properties that are shared across MASs can beconfigured centrally. Any changes made to a VMD’sproperties are then updated and replicatedautomatically to all MASs in the domain.Security permissions are required to access VMSC.For more information about VMSC, see the ModularMessaging, Messaging Application Serveradministration guides, available on the Avaya ModularMessaging Documentation CD-ROM.

SubscriberAdministration and AllTasks Wizard

For Microsoft Exchange subscribers, you can add,modify, or delete subscribers individually or in groups.For more information about managing subscribers,see the Modular Messaging, Messaging ApplicationServer administration guides, available on the AvayaModular Messaging Documentation CD-ROM.

Messaging Application Server


Administration tool Description

Caller Applications Editor Use the Caller Applications Editor, a softwareapplication that consists of Microsoft ManagementConsole (MMC) snap-ins and extensions, to createCaller Applications. For more information on CallerApplications, see Caller Applications on page 46.Install the Caller Applications Editor on any computer,not necessarily an MAS. Caller Applications are savedas UMA files, which are often, though not necessarily,originated and initially stored on the computer thathosts the Editor.To make the application available to callers,administrators use the Caller Applications Editor andassociate and deploy a copy of the UMA file to theMAS units in the VMD. This process is calleddeployment.Use the Editor to create one or more associations tospecify the conditions under which a deployed callerapplication is launched for callers.Although anyone with access to a copy of the CallerApplications Editor can create a caller application andsave that caller application to a file, only ModularMessaging system administrators with the correctRole-Based Access Control (RBAC) permissions candeploy applications and modify the associations.

Visual Voice Editor Use the Visual Voice Editor, a software application, tocustomize the prompts for the Automated Attendant.The application provides a GUI for recording andediting prompts. Use the local multimedia capabilitieson a personal computer or a telephone to recordprompts.For more information about Visual Voice Editor, seethe Modular Messaging, Messaging ApplicationServer administration guides, available on the AvayaModular Messaging Documentation CD-ROM.

The following table describes the various Modular Messaging diagnostic and reporting tools.

Table 2: Modular Messaging diagnostic and reporting tools

Diagnostic andreporting tool

Description

Operation History Viewer Use the Operation History Viewer to view eventsstored in the Operation History Database, whichincludes operational information about activity related

Modular Messaging server components


Diagnostic andreporting tool

Description

to the MAS service of Modular Messaging. AnOperation History Database stores events such asport activity that are passed from the MAS units in theVMD.For more information about the Operation HistoryViewer, see the Modular Messaging, MessagingApplication Server administration guides, available onthe Avaya Modular Messaging Documentation CD-ROM.

Port Monitor Use the Port Monitor, a GUI based softwareapplication, to check the status of ports on a MAS.Additionally ports can be disabled and enabled usingthis tool.For more information about the Port Monitor, see theModular Messaging, Messaging Application Serveradministration guides, available on the Avaya ModularMessaging Documentation CD-ROM.

MMSnap Utility The MMSnap Utility collects and distributes fault datafrom MAS systems.

Reporting Tool An administrator uses the Reporting Tool applicationto generate reports that summarize voice mail activity.For more information about Reporting Tool, see theModular Messaging, Messaging Application Serveradministration guides, available on the Avaya ModularMessaging Documentation CD-ROM.

MAS software

The MAS software that provides Alarming Server, Audit Service, Event Monitory Server, FaultMonitor, Performance Monitor Server, Process Monitor Server, and Service Connector isinstalled on every MAS.

Tracing Service for Messaging Application Server

The Tracing Service records operational information about activity related to the MAS service ofModular Messaging. Events such as port activity are passed from the MAS units in the VMD

Messaging Application Server


and are stored in an Operation History Database. The Tracing Service maintains connectionswith all MAS units in a VMD and performs the following tasks:

• Collects all events generated by each MAS in a VMD that are used by an administratorfor diagnostic purposes

• Writes the events to the Operation History Database

• Periodically extracts summary information for the entire VMD from the operationhistory database and writes it to the transaction database (optional)

• Periodically cleans up expired events from the operation history database and fromthe transaction database (optional)

Avaya strongly recomme

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