Appendix A Implementing Unified Messaging

Appendix Overview Overview of Telephony Introducing Unified Messaging Configuring Unified Messaging

Lesson 1: Overview of Telephony Types of Telephone Systems Components of a Telephony System Types of PBXs What Is a VoIP Gateway?

Types of Telephone Systems Phone SystemDescription CentrexOrganization leases several lines from the phone company All calls are switched at the phone company central office Key Telephone System Each phone line connects to multiple telephones in the organization All the phones associated with the line ring PBXPBX switches telephone calls on the customer premises Each user has a unique extension

Components of a Telephony System Components of a telephony system include: DID Dial plan Hunt group Pilot number Coverage path Call transfer

Types of PBXs PBX TypeDescription AnalogSends voice and signaling information as actual analog sounds DigitalEncodes analog sound into a digital format IP PBXUses packet switching to carry voice conversations over data networks Acts as a gateway between telephone and data networks Hybrid PBXProvides both digital and IP PBX capabilities

What Is a VoIP Gateway? VoIP gateway converts traditional circuit-switching protocols into packet-switched protocols Circuit-switched networks use a dedicated connection between two network devices, such as phones Packet-switched networks divide each data message into packets that are sent to their destination and reassembled VoIP enables IP-based networks as the transmission medium for telephone calls

Lesson 2: Introducing Unified Messaging What Is Unified Messaging? Unified Messaging Protocols Overview of Unified Messaging Communications Server Communications for Unified Messaging Call-Answering Features of Unified Messaging Outlook Voice Access Features How Unified Messaging Works with a VoIP Gateway Exchange Server 2010 SP1 Changes Supporting Unified Messaging Integrating Unified Messaging with Lync Server 2010 International Requirements for Unified Messaging

What Is Unified Messaging? Unified Messaging features include: Call answering Outlook Voice Access Play on Phone Voic preview Protected voic Call answering rules (Personal Auto Attendant) Unified Messaging combines voice messaging and messaging into one store that is accessible from a telephone and a computer

Unified Messaging Protocols ProtocolDescription SIPSignaling protocol used to create, manipulate, and disconnect interactive communication sessions on an IP network RTPProtocol used to transmit streaming voice or video data over an IP network Unified Messaging Web Services IP-based network communication between a client, the Unified Messaging server, the Client Access server, and computers running other Exchange Server 2010 server roles

Overview of Unified Messaging Communications Directory Server Mailbox Server Client Unified Messaging IP Gateway IP PBX PBX External Phones Internal Phones Unified Messaging Server Exchange Server (CAS/HT)

Server Communications for Unified Messaging Unified Messaging servers communicate with: Active Directory domain controllers to locate user mailboxes and subscriber information The Mailbox server role to access subscribers’ personal greetings and the contents of their mailboxes The Hub Transport server role to send messages with voic or fax attachments The Client Access server role when messaging clients need to communicate with the Unified Messaging server using SIP

Call-Answering Features of Unified Messaging The Unified Messaging server can accept the following types of calls: Voice messages are captured as MIME messages and routed to the Mailbox server using SMTP Outlook Voice Access calls provide prompts for Unified Messaging users to access their mailboxes Auto attendant calls provide prompts for users to locate and call Unified Messaging users

Outlook Voice Access Features With Outlook Voice Access, users can: Listen to new and saved and voic messages Forward, reply, save, and delete and voice messages Review, accept, or decline meetings Locate users in the global address list and send messages Change their PINs, spoken names, or greetings

How Unified Messaging Works with a VoIP Gateway Domain Controller Domain Controller Hub Transport, Client Access, and Mailbox Server Hub Transport, Client Access, and Mailbox Server Unified Messaging Server Unified Messaging Server PBX VoIP Gateway VoIP Gateway

Exchange Control Panel improvements Manage Unified Messaging objects in cross- premises deployment Unified Messaging reports Communication improvements New UM Language Pack additions Call Answering Rules improvements Unified Communications Managed API addition Caller Name Display enhancements UM dial plan improvements UM Dial Plan Wizard and Set-UMServer addition Secondary UM dial plan addition Deployment and migration improvements Lync Server 2010 deployment support Lync Server 2010 migration support Exchange Server 2010 SP1 Changes Supporting Unified Messaging

Integrating Unified Messaging with Lync Server 2010 Integrating Exchange 2010 with Lync 2010 provides: A single inbox for communications Instant messaging and presence information Web and audio video conferencing VoIP telephony Outlook Web App integration You can integrate Unified Messaging with Lync Server 2010 to provide access to messaging and voice functionality using both messaging and Lync clients

International Requirements for Unified Messaging Unified Messaging provides language packs to satisfy international requirements for Unified Messaging With Exchange Server 2010 SP1, more than 25 language packs are available A language pack adds the following: Copies the language prompts used to configure Unified Messaging dial plans and auto attendants Allows the TTS engine to read messages when Outlook Voice Access users access their inboxes Enables ASR for speech-enabled Unified Messaging dial plans and auto attendants

Lesson 3: Configuring Unified Messaging Process for Installing Unified Messaging What Is a Unified Messaging Dial Plan? What Is a Unified Messaging IP Gateway? What Is a Unified Messaging Hunt Group? What Is a Unified Messaging Mailbox Policy? What Is a Unified Messaging Auto Attendant? Rules for Call Answering

Process for Installing Unified Messaging Install the Unified Messaging server role 1 1 Create a Unified Messaging IP gateway 3 3 Create a Unified Messaging hunt group 4 4 Configure a Unified Messaging mailbox policy 5 5 Enable mailboxes for Unified Messaging 6 6 Create a Unified Messaging dial plan 2 2 Create an auto attendant 7 7

What Is a Unified Messaging Dial Plan? Unified Messaging dial plans: Are used to link user mailboxes to their extension numbers Are used to configure default settings such as greetings, dial codes, and languages Are managed using the Exchange Management Shell, Exchange Management Console, or the Exchange Control Panel You need at least one Unified Messaging dial plan, which requires a Unified Messaging server and an associated Unified Messaging IP gateway

What Is a Unified Messaging IP Gateway? Unified Messaging IP gateways: Are managed using the Exchange Management Shell, Exchange Management Console, or Exchange Control Panel Can be disabled to drop all calls or stop receiving new calls A Unified Messaging IP gateway is an Active Directory container object that logically represents a physical VoIP gateway or IP-PBX device

What Is a Unified Messaging Hunt Group? Unified Messaging hunt groups: Are logical representations of an existing PBX hunt group to link IP gateways and dial plans Are used to locate the PBX hunt group Are managed using the Exchange Management Shell, Exchange Management Console or the ECP

What Is a Unified Messaging Mailbox Policy? You can specify: Dial plan Maximum greeting length Login attempts before the password is reset PIN restrictions Restrictions on international calling Protected voic settings Unified Messaging mailbox policies apply configuration settings for Unified Messaging–enabled users

What Is a Unified Messaging Auto Attendant? Auto attendants provide: Corporate or informational greetings Custom corporate menus A directory search function The ability to connect to the telephone of organizational members Auto attendants let callers navigate through a voice- menu system to locate, and place calls to, users in the organization

Rules for Call Answering Call answering rules provide users with more control over their personal call answering system with features such as special greetings by contact or time of day Call answering rules include: Conditions: If it evaluates to true, then run A greeting and menu: Collect caller’s menu selection Actions: Transfer, “Find me,” or leave message Configure call answering rules in Outlook Web App or Outlook 2010

Lab: Implementing Unified Messaging Exercise 1: Installing and Configuring Unified Messaging Features Logon information Estimated time: 60 minutes

Lab Scenario You are a messaging administrator for A. Datum Corporation. Your organization has deployed Exchange Server Your users expect to have voice access to their mailboxes, so you must enable this feature and configure Unified Messaging. Additionally, many native German speakers work at A. Datum, so you need to install the German language pack so that they also can use Unified Messaging.

Lab Review 1.What Unified Messaging features does Exchange Server 2010 provide? 2.Which Exchange Server 2010 Unified Messaging components do you need to configure before you can use Unified Messaging? 3.What do you do to support other languages in Unified Messaging?

Module Review and Takeaways Review Questions Common Issues and Troubleshooting Tips Best Practices Tools