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The Unified Communications Journey, a real customer experience

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Presentation on theme: "The Unified Communications Journey, a real customer experience"— Presentation transcript:

1 The Unified Communications Journey, a real customer experience
Anthony Vitnell Senior Solutions Architect Asia Pacific Japan

2 Agenda Customer Environment Background Phase 1 – Exchange 2007 Upgrade
Phase 2 – Exchange 2007 Unified Messaging Phase 3 – Office Communications Server 2007 Phase 4 – Telephony Integration Observations How can HP help you get started? 25 March 2017

3 The Customer Lion Nathan is a leading producer of premium beer, fine wine, ready-to-drink spirit products, and spirit brands in Australia and New Zealand. To maintain its leadership status, the company’s 2,800 employees – based at breweries, wineries, and administrative offices across multiple time zones – must be able to coordinate their schedules, manage documents, and communicate freely. 25 March 2017

4 The Customer’s Journey
Exchange Upgrade Exchange 2007 Unified Messaging Instant Messaging, Presence, and Conferencing OCS 2007 Telephony Integration 25 March 2017

5 Communications Environment
Pre Unification 2,800 users across all major AU and NZ cities 8x Exchange 2003 Mailbox Servers All AU and NZ capital cities 2x Exchange 2003 Bridgehead Server Cisco Unified Communications Manager (CUCM) IP Telephony 2x Clusters 4.x in Australia 3.3 in New Zealand 25 March 2017

6 Phase 1 Exchange 2007 Upgrade

7 Exchange 2007 Goals Reduce Complexity Reduce Cost
Improve Service Availability Provide Additional Services Outlook Auto Discover Improved Collaboration Anywhere Access Enhanced Collaboration Unified Messaging 25 March 2017

8 Phase 1 Plan Centralised deployment Single mailbox cluster
Sydney-based Split between 2x Data Centers Single mailbox cluster Continuous Cluster Replication (CCR) 100x Production users on beta 2 Outlook 2007 deployed to all desktops 25 March 2017

9 Phase 1 Exchange 2007 Architecture
25 March 2017

10 Deployment Challenge #1
Exchange Auto Discover Customer has 134 SMTP domains that could be a users Primary address Each SMTP domain must be represented in the SAN of the SSL certificate on the CAS How many SAN’s does your provider allow? 25 March 2017

11 Phase 1 Business Benefits
Reduced cost and management overhead of Messaging Platform Reduction in Exchange Servers from 10 to 4 Increased Availability and Business Continuity Clustered Continuous Replication Load Balanced Client Access, Hub Transport and Unified Messaging Roles End User Benefits Access to environment from anywhere, any device Streamlined Calendaring and Collaboration 25 March 2017

12 Mobile Device Management
25 March 2017

13 Phase 2 Exchange 2007 Unified Messaging

14 Phase 2 Plan Provide Unified Messaging Capabilities integrated with Cisco Unified Communications Manager (CUCM) Outlook Voice Access Unified Messaging (Voice Mail) Unified Inbox Auto Attendant for directory Lookup 25 March 2017

15 Deployment Challenge #2
Cisco Call Manager Compatibility Call Manager 4.x does not fully support SIP CCM 5.x required for native support CIO Said.... “Find a way to make it work!” Resolution: Implemented additional CCM 5 system in parallel Inter-cluster Trunk from CCM 4 to CCM5 Route calls from CCM4 thru CCM5 to Exchange UM 25 March 2017

16 Exchange 2007 UM & PBX Architecture
Cisco Call Manager 5.1 PSTN Inter-Cluster Trunk SIP Trunk Exchange 2007: Client Access Hub Transport Unified Messaging PSTN Gateway Cisco Call Manager 4.1 Cluster Exchange 2007: Mailbox Exchange 2007: Mailbox

17 Deployment Challenge #3
Message Waiting Indicator Exchange UM has no function to ‘alert’ the PBX Question: ‘Do you need a flashing light on your desk phone if you have your or OC client open?’ Many desktop alerts exist Seamless migration was important 3rd party product used to bridge the gap MWI2007 25 March 2017

18 Deployment Challenge #4
Unified Messaging – Speech Recognition Exchange Auto Attendant can’t find users or matching wrong users in the GAL Display name format did not match default grammar generation rules Firstname Lastname – BU Build a customised grammar filter SpeechGrammarFilterList.xml 25 March 2017

19 Customized Grammar Filter
<Pattern> <!-- Firstname Lastname – BU --> <Input>(\w+)\s+(\w+)\s+[\-\']\s+(\w+)</Input> <!-- ==> Firstname Lastname --> <Output>$1 $2</Output> </Pattern> 25 March 2017

20 Deployment Challenge #5
Unified Messaging – Phonetics 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 25 March 2017

21 Phase 2 Business Benefits
Exchange 2007 Unified Messaging capabilities No costly and timely PBX upgrade required Leveraging the Enterprise Client access License (CAL) Low cost Voic /Unified Messaging solution Provided a single inbox for mobile’s and desk phone voic Voic ’s delivered via Active Sync 25 March 2017

22 Unified Inbox 25 March 2017

23 Play on Phone 25 March 2017

24 Phase 3 Office Communications Server 2007

25 OCS 2007 Goals Improve communications and collaboration capabilities
Internal users External federation with customers and partners Secure instant messaging conversations Integration of presence into the corporate environment Replace Net Meeting Integrated and streamlined web conferencing Leverage investment in Cisco IP telephony 25 March 2017

26 Phase 3 Plan Extend the Unified Communications Platform
Instant Messaging and Presence Web conferencing External federation Peer to peer audio and video Roundtable conferencing device Application integration Consolidated Office Communications Server 2007 deployment 100x production users on Beta 3 25 March 2017

27 Phase 3 Architecture 25 March 2017

28 Deployment Challenge #6 (lesson)
Security Infrastructure – CA/PKI OCS depends on CA/PKI for TLS connections between client and server MTLS connections between servers Federation using automatic DNS discovery of partners Remote user access for instant messaging External user access to A/V sessions and Web conferencing OCS Supports Windows Server 2003 Enterprise CA Windows Server 2003 Standalone CA Windows 2000 Enterprise CA Windows 2000 Standalone CA External (public) CA’s 25 March 2017

29 Deployment Challenge #7
Choosing the SIP namespace(s) Customer has 134 possible primary namespaces Should the SIP namespace = SMTP namespace? Certificate providers wanted to charge per SAN Estimated cost = $50k Entrust and Digicert have released a ‘Unified Communications Certificate’ Revised Cost = $4k for 19 namespaces Implemented a sub-set of ‘core’ namespaces 25 March 2017

30 Deployment Challenge #8 (lesson)
Auto-Discover Auto-Discover simplifies deployment and support for the Unified Communications Environment Requires split DNS for all SIP Domains Required internal records (TSL); _sipinternaltls._tcp.<domain> - for internal TLS connections port 5061 Sip.<domain> used as a failback if SRV records cannot be located Required External records (TLS); _sip._tls. <domain> port 443 _sipfederationtls._tcp .<domain> port 5061 25 March 2017

31 Phase 3 Business Benefits
Anywhere Access Provides mobile workers with up to date information regardless of location The Power of Presence Reduced phone tag, increased speed of issue resolution More effective communications Application Integration, click to call from any Microsoft Application Conferencing and Collaboration Immersive Team meetings performed between multiple locations with RoundTable Add-hoc meetings through a single click Simplified scheduling and access to Conferences 25 March 2017

32 Phase 4 Telephony Integration

33 Phase 4 Plan Upgrade Cisco Unified Communications Manager
Integrate OCS 2007 with Cisco Unified Communications Manager Provide Remote Call Control capabilities Deploy Cisco Unified Presence 6.0 for CSTA Gateway Normalise phone numbers in active directory 25 March 2017

34 Phase 4 Architecture Internet PSTN Cisco Call Manager 5.1 Cluster
Cisco Unified Presence Server 6.0 OCS Access Edge CTI OCS Director PSTN Gateway SIP CSTA OCS Front-End Load Balancer OCS Front-End OCS Back-End

35 Deployment Challenge #9
OCS - Remote Call Control RCC requires a CSTA over SIP gateway Cisco Unified Presence Server (CUPS) provided limited support for OCS during beta phase v1.0: very limited functionality (not supported) v6.0 Beta: better, but still a few ‘quirks’ -V6.0 RTM: Full functionality support SCCP SIP CSTA/SIP CTI OCS Front-End Cisco Unified Presence Server 6.0 Cisco Call Manager 5.1 25 March 2017

36 Deployment Challenge #10
CUCM – E.164 Numbers OCS is designed to use the E.164 number standard (i.e. ‘ ’) CUCM 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 handset Use Address Book Service (ABS) to normalise to acceptable format = 25 March 2017

37 Deployment Challenge #11
OCS – Reverse Number Lookup Used to match an inbound call to a user or contact name from the GAL or Contacts Default rules cater for US number formats only GAL & Contact phone number standardisation is required for successful resolutions Normalisation rule needed to cater for each potential use format –ne –ne +61 (0) 25 March 2017

38 Phase 4 Business Benefits
Leveraged existing investment in Cisco IP Telephony Improved employee efficiency with click to call Integrated phone numbers Integration with Exchange Unified Messaging Missed call notifications Control desk phone from any internet connected location Set forwarding, redirect calls Reduced “Voice Mail Jail” 25 March 2017

39 Click to Call 25 March 2017

40 Application Integration
25 March 2017

41 Observations

42 Observations Users drove adoption
100->250 in 4 weeks (beta software) Play-On-Phone usage was much higher than anticipated Quicker to have UM call you Live Meeting used for Helpdesk support Faster session setup than NetMeeting Multiple Helpdesk calls logged over network security concerns OC logged in seamlessly at home on broadband… something MUST be wrong! 25 March 2017

43 How Can HP help me get started?

44 HP’s View of Unified Communications
Application Integration Seamless and secure integration of , voice, video, IM, rich presence and collaboration via converged systems A new paradigm for communications over an IP network Enabling people to connect and also collaborate independent of the medium, location and device Unification Presence, policy, access, routing and relationships IP Telephony Unified Messaging Integration Presence Presence Conferencing Collaboration Networks and Computing Mobility/Wireless Servers/Storage/Software Management

45 How does it work today Cost
Presentation Title Cost What happens when you move away from your desk? (Voice & Data) Functionality 0m 1m 10m 100m 1km 100km 10,000km Distance from desk

46 Work tools according to employee communication need
Call Center agents Stationary Corridor Warrior Commuter Road Warrior Time away from desk 0% 20% 40% 60% 80% 100%

47 One size does NOT fit all!
Call Center agents Stationary Corridor Warrior Commuter Road Warrior Voice Data

48 From Vision to Implementation
Different route for each enterprise Solution elements Company A Company B 1 2 3 4 5 6 7 8 9 10 11 8 3 Mobile telephony - Enterprise Voice - Application Integration - IP network upgrade - Active Directory upgrade - Collaboration - upgrade - Unified Messaging - Web Conferencing - Presence/Instant management - Management - 7 2 9 Using common infrastructure, management, security and standardized HW/ SW platforms 4 1 5 6 Time 25 March 2017 48

49 HP UC Service Delivery Methodology
Architecture & Strategy Microsoft/Norte/Cisco/Avaya Integration Assurance Voice & Messaging Infrastructure Assessment Plan Analyze Business needs Design End-User & Business Migration Plans Assess Unified Communications from POC Security Evolve Vision Manage Pilot Supply & deploy : computing, storage platforms, end user equipment, licenses Software Management Desktop rollout & upgrades Support Implement Lifecycle Support Global 24x7 operations Network optimization, audit, health checks 25 March 2017

50 The HP Advantage Proven experience Recognized expertise
Decades of experience and industry leadership  Recognized expertise More than 22,000 Microsoft-trained engineers 3,600 Microsoft Certified System Engineers (MCSEs) and Microsoft Certified Solution Developers (MCSDs) One of the world’s largest, most specialized workforces for Microsoft environments  Comprehensive portfolio of products and services Powerful partnership HP and Microsoft have been working closely together for more than 20 years

51 Awards, Partnerships and Experience
Microsoft Awards in 2007 World-Wide Enterprise Partner of the Year Information Worker – Unified Communications Partner of the Year* Microsoft Endorsed as WW Prime Integrator for Office Communication Server 2007 Exchange Server 2007 Deeper partnerships with more telephony vendors Skilled and Certified Telephony Engineers Nortel, Avaya, Siemens, Cisco and more…. We’ve done it before! Trained, experienced consultants Customer case studies available at HP booth *Microsoft Australia Partner Awards

52 Microsoft UC Service Offerings
Unified Communications Roadmap Planning Microsoft UC Proof-of-Concept OCS 2007 IM & Presence Implementation OCS 2007 Enterprise IM & Presence for High Availability Environments OCS 2007 Enterprise Web Conferencing Design and Implementation OCS 2007 Remote Call Control for Cisco Unified Call Manager OCS 2007 Remote Call Control for Nortel CS1000 OCS 2007 Enterprise Voice Integration Design OCS 2007 Enterprise Voice Implementation Exchange 2007 Architecture Planning Exchange 2007 Detailed Design Exchange 2007 Implementation and Migration Exchange 2007 Notes to Exchange Platform Migration Exchange 2007 Unified Messaging Design and PBX Integration 25 March 2017

53 Unified Communications Demo Center and Executive Briefings
Complete Microsoft Unified Communications demonstration environment showcasing The Complete Microsoft Unified Communications Platform Integration with Nortel and Cisco telephony environments Visit the HP booth for a preview The HP Executive Briefing Series is a 1:1 customer workshops funded by HP. The Briefing covers: Unified Communication Instant Messaging and Presence Audio, Video and Web Conferencing Telephony Integration Application Integration Exchange Unified Messaging 25 March 2017

54 HP Messaging Solution “HP provided the expertise in the Microsoft and Cisco platforms to seamlessly integrate those platforms together and provide a truly unified communications experience.” Darryl Warren, Chief Information Officer Lion Nathan Ltd. HP & Microsoft Solutions for the People-Ready Business©2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

55 The Unified Communications Journey, a real customer experience

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