1. Exchange Deployment Planning Services Exchange 2010 Unified Messaging

2. The Exchange 2010 Unified Messaging has the following goals:  Review of Exchange Server 2010 Unified Messaging fundamentals  Overview of Exchange Server 2010 Unified Messaging migration  Exchange Server 2010 Unified Messaging administration

3. Ideal audience for this workshop  Messaging SME  Network SME  Security SME Exchange 2010 Unified Messaging

4. During this session focus on the following :  How will we leverage this functionality in our organization?  What compliance requirements do we have around our messaging solution?

5. Agenda Background −Architecture −How Microsoft ® Exchange UM is used at Microsoft Exchange 2010 UM −Migration −Features Questions

6. Architecture In the Enterprise, Same Architecture as Exchange Server 2007 UM protocols −SIP/RTP to gateway/PBX −LDAP to the directory −MAPI/RPC to mailboxes Can place UM servers distant from PBXs −Support scale out and server consolidation

7. Exchange 2010 UM Architecture Client Access Server Mailbox Server Unified Messaging Server Hub Transport Server AD DS Edge/Firewall LDAP RPC SMTP Computer Phone PBX Phone Lync Server SIP Mediation Server RTP VoIP Gateway TDM Outlook Web App Outlook Exchange ActiveSync Internet HTTPS RPC/HTTPS IP PBX PSTN Phone Fax TDM SIP/RTP PBX VoIP Gateway Phone TDM Partner Fax

8. PBX On-premise, UM hosted Mid-to-large companies own PBXs, but may want Exchange and UM to be hosted Public network between PBX and UM TDM Public Network PBX Customer Premise VoIP TDM PSTN Exchange/UM Gateway/ SBC

9. Exchange UM in Microsoft Statistics from U.S. Corporate Dial Plans UM mainly used for call answering About 2 in 3 of these are “missed calls” DateUM Total CallsUM Call Answer Calls UM Call Answer Voice Messages % Calls Leaving Voice Message Avg Voice Message Size (sec) UM Fax Messages Subscriber Logons Avg Subscriber Call Duration (sec) 1/31/20099,9227,6382,23329%18 12074 1/30/200952,55940,45914,70136%184960172 1/29/200955,30142,57015,50036%187663574 1/28/200958,22343,46515,43736%195258852 1/27/200952,55941,07915,77838%193366145 1/26/200941,04433,01612,65138%202553333 1/25/20093,3092,17557927%1945828 Total272,917210,40276,8792573,196 Number of UM-enabled users67733 Calls diverted to UM, per user3.1 Call answered voice messages per user1.1 Number of calls handled by 4 servers/week>250,000

10. Migration from Exchange Server 2007 Principles governing migration of UM- enabled mailboxes to Exchange 2010 How it works Known limitations and issues

11. Migration from Exchange Server 2007 UM 2010 requires mailbox, transport 2010 Configure IP gateways to send calls to UM 2010 OCS requires new UM Dial Plan (new pilot #) UM-disable, enable (PIN reset) in new Dial Plan Unified Messaging version 2007 SP22010 Mailbox version 2007 SP2 UM “just works” for the enabled users. Call answer: 302 (redirect on INVITE) to UM 2007 server in the Dial Plan Subscriber access: REFER (with context) to UM 2007 server in the Dial Plan 2010 Not supported. Require at least one UM 2010 server in the Dial Plan. UM “just works” for the enabled users.

12. Migration from Exchange Server 2007 Principles Governing Migration Require upgrade to Exchange Server 2007 SP2 UM 2010 servers can only access Exchange 2010 UM-enabled mailboxes Exchange Server 2007 UM-enabled mailboxes must be accessed by UM 2007 SP2 Access means: −Call answering (leaving voice messages) −Outlook Voice Access (for subscribers)

13. Migration from Exchange Server 2007 Known Limitations and Issues Must keep at least one UM 2007 SP2 server in the Dial Plan until all UM-enabled 2007 mailboxes have been migrated Can keep the same Dial Plan and pilot number if gateway sends calls to UM 2010 Should administer with 2010 management tools

14. Administrative Changes Roles UM now uses Exchange RBAC Three UM administrative roles, as shipped −UM administrator −Administer any and all UM functionality −UM recipient administrator −Provision UM mailbox, PIN reset, clear lockout −UM prompt administrator −Update Dial Plan and/or Auto Attendant prompts Custom roles may be created

15. Fax Support Changes Exchange Server 2007 UM supported inbound fax −Delivered to users’ mailboxes −No specialized routing software −No outbound fax −UM customers mostly used other fax products Exchange 2010 UM will not create fax messages −Partner Fax Servers for Exchange 2010 integration −UM can hand fax calls off to partner solution −UM configuration slightly extended (for partner URI) −Partner connections are authenticated by Exchange (sender ID, receive connector, TLS

16. International Support Each UM language pack to contain: −Prerecorded prompts −Text-to-speech (now using Microsoft engine) −Speech recognition (command/control, names)

17. Codec Support MP3 (codec and file format) is now the default for recording voice messages Socializes more easily with non-Windows and non-Windows Mobile mail clients G.711 MP3 WMA 2 GSM WMA 9

18. Caller ID Lookup Improvements Failure to resolve caller ID to a name is a major source of complaint by end users Numbering plan split across UM Dial Plans −Added EquivalentDialPlanPhoneContexts on DP −FQDN of other DPs in same numbering plan −Many non UM-enabled users have more than one phone number −msRTCSIP-Line is not multi-valued −Added UMCallingLineIds to User object See http://technet.microsoft.com/en- us/library/dd351203.aspx for detailshttp://technet.microsoft.com/en- us/library/dd351203.aspx

19. Call Answering Rules Formerly Known As Personal Auto Attendant Call answer is UM’s most frequent scenario −Play greeting, take message Users wanted more control −e.g., special greetings by contact, time of day Call answering rules −Condition: if it evaluates to true, then run… −Greeting and menu: collect caller's choice of… −Action: transfer, "Find me" or leave message

20. Message Waiting Indicator Changes to MWI Support Exchange Server 2007 UM did not support MWI −Third-party solutions required Exchange 2010 UM supports MWI natively −Configure through UM Mailbox Policy −ON by default −No new roles −Highly scalable MWI via SMS −Requires mail gateway Mailbox servers UM servers Gateway & PBX Phone SIP NOTIFY

21. Voice Mail Preview: 1 of 3 Quickly Triage Voice Messages Speech recognition applied to voice mail −Searchable −Beginning of preview shown in SMS MWI

22. Voice Mail Preview: 2 of 3 Details RTM includes U.S. English, French (France) and Italian SP1 adds English (Canada), Polish, Portuguese (Portugal), Spanish (Spain) Accuracy is not 100% −Average ~75% for en-US, less for other languages −"Your mileage may vary“ Controlled by UM mailbox policy −Uses Dial Plan default language

23. Voice Mail Preview: 3 of 3 Transcription = Intensive Calculation CPU-intensive: affects UM scalability − Throttled: UM will skip transcription if too busy − Estimate ~1 VM/min/core as throughput Try to use all cores Below normal priority Transcription followed by: Transcoding of audio Creation of message Submission to Hub

24. Protected Voice Mail: 1 of 3 UM Observes Voice Mail Privacy Conventions Exchange Server 2007 UM doesn’t have private voice mail −Deployment blocker for some customers Some voice messages are sensitive −Caller may have marked the message private −Some users receive nothing but sensitive voice mails Treat voice mail as special case of e-mail −E-mail can already be protected −IRM −UM will use the same approach

25. Protected Voice Mail: 2 of 3 Controlled by UM mailbox policy Requires AD DS RMS −Private: protect if sender marks message private −All: protect all messages (don't ask sender) Always uses Do Not Forward permissions RequireProtectedPlayOnPhone property −Blocks use of multimedia: no voice data on client

26. Protected Voice Mail: 3 of 3 Requires rights management-aware client interface that also supports Exchange UM −Outlook Voice Access (Exchange UM TUI/VUI) −Outlook Web App (Exchange 2010) −Outlook 2010 Does not work: −Outlook 2007 −Windows Mobile 6.1 −Windows Mobile 6.5

27. Improvements in SP1 UM reporting −The reports for Call Statistics and User Call Logs found in the Exchange Management Console are displayed in the Exchange Control Panel UM management in the Exchange Control Panel −You can use ECP to manage UM components in a cross-premises environment Cross-Forest UM-enabled mailbox migration −You can use the New-MoveRequest cmdlet with the Mailbox Replication Service (MRS) to move a UM- enabled mailbox within a local forest and multiple forests in an enterprise

28. Improvements in SP1 Outlook Voice Access improvements −Outlook Voice Access users can log on to their Exchange 2010 mailbox and choose the order to listen to unread voice mail messages, from the oldest message first or the newest message first Caller Name Display support −Support for enhanced caller ID resolution for displaying names for voice mails from unresolved numbers using Caller Name Display (CND) Test-ExchangeUMCallFlow cmdlet −Use to test UM connectivity and call flow

29. Improvements in SP1 New UM Dial Plan wizard −An additional page has been added to the New UM Dial Plan wizard that allows you to add a UM server to the dial plan Lync Server 2010 Support −Migrating SIP URI dial plans and Message Waiting Indicator (MWI) notifications in a cross-premises environment has been added Secondary UM dial plan support −You can add a secondary UM dial plan for a UM- enabled user

30. Improvements in SP1 UM language packs added −New UM language packs are now available. In addition, the Spanish (Spain) (es-ES) UM language pack available for Exchange 2010 SP1 now includes Voice Mail Preview, a feature that wasn’t available in the Exchange 2010 RTM release of that language pack Unified Communications Managed API/speech platform improvements −UM server relies on UCMA for its underlying SIP signaling and speech processing UM auto attendant update −UM auto attendant will play only the holiday greeting on a holiday

31. Improvements in SP1 Call answering rules improvements −In RTM, Call Answering Rules required a caller to explicitly select an option. If they don’t, UM times out after 10 seconds, and then prompts again for input. −In SP1, the timeout value is now 5 seconds, and the caller is prompted with "To leave a voice message, press the pound key or wait for the tone." If the caller doesn't press a key, UM prompts the caller to record a voice mail message instead of waiting for them to press a key

32. Improvements in SP1 Call answering rules improvements −In RTM, when a caller greeted by a call answering rule selects the voice mail option, a UM server first plays the called party's voice mail greeting before prompting the caller with the instruction to leave a voice message. This can be confusing if the user has created custom greetings −In SP1, the voice mail greeting is skipped if the caller has chosen to leave a voice message via a call answering rule that's configured

33. Improvements in SP1 Call answering rules improvements −In SP1, a missed call notification won't be left for a user if the inbound call reaches the called party using the Find Me feature, if a call transfer succeeds, or if a voice message is successfully left for the user

34. End of Exchange 2010 Unified Messaging

35. For More Information Exchange Server Tech Center http://technet.microsoft.com/en-us/exchange/default.aspx http://technet.microsoft.com/en-us/exchange/default.aspx Planning services http://technet.microsoft.com/en-us/library/cc261834.aspx http://technet.microsoft.com/en-us/library/cc261834.aspx Microsoft IT Showcase Webcasts http://www.microsoft.com/howmicrosoftdoesitwebcasts http://www.microsoft.com/howmicrosoftdoesitwebcasts Microsoft TechNet http://www.microsoft.com/technet/itshowcase http://www.microsoft.com/technet/itshowcase

36. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

37. Caller ID Resolution The Big Picture Black: same as UM 2007 Blue: improved from UM 2007 Red: new in UM 2010

38. Customer Research and Feedback Exchange UM is used most for creating call-answered voice messages −Outlook Voice Access is very valuable to mobile workers, but they are often in the minority Requests for: −Built-in MWI support −Speech recognition (not just in English) −Outbound fax support −Support split messaging/telephony administration model −Better audio support for non-Windows clients −Private voice mail option −Better caller ID resolution

39. Migration from Exchange Server 2007 How It Works Call answering scenario UM 2010 server Mailbox 2010 Server UM 2007 Server Mailbox 2007 Server User A User B IP gateway (PBX) (PBX) INVITE (diverted from B’s extension) 302 Redirect INVITE (diverted from B’s extension) 200 OK RPCRPC Media (RTP) Gateway must send calls to UM 2010 servers, only

40. Caller ID Lookup Improvements: 2/2 Extension of CLID to E.164 was inflexible −InternationalNumberFormat single-valued −Added NumberingPlanFormats on DP −One or more patterns to extend N-digit to E.164 Lookup did not use unindexed AD DS attributes −telephoneNumber, homePhone, mobile −UM can now generate suffix search fields −AllowHeuristicADCallingLineIDResolution on DP Bottom line: caller ID lookup is now better!

41. Caller ID Resolution AD DS Lookup On Telephone Number Standard AD DS phone attributes are not indexed (unsuitable perf for direct query) UM copies reversed phone numbers to DTMF map attribute (allows suffix search) Numbers searched (if present): −telephoneNumber, otherTelephone −homePhone, otherHomePhone −mobile, otherMobile −facsimileTelephoneNumber, otherFacsimileTelephoneNumber Controlled by AllowHeuristicADCallingLineIDResolution property on UM Dial Plan ( true | false )