Deploying Microsoft Unified Communications at the Coal Face Michael Przytula Master Technologist, HP Services VOC206

Agenda Customer Environment Background Exchange 2007 Deployment Office Communications Server 2007 Deployment Current State, Observations and Next Steps

2300 users across all major AU and NZ cities 7x Exchange 2003 Mailbox Servers All AU and NZ capital cities 2x Exchange 2003 Bridgehead Server Cisco Call Manager (CCM) IP Telephony 2x Clusters 4.x in Australia 3.3 in New Zealand Communications Environment

Agenda Customer Environment Background Exchange 2007 Deployment Goals Plan Architecture Challenges End-State Office Communications Server 2007 Deployment Current State, Observations and Next Steps

Reduce Complexity Reduce Administration Improve Service Availability Provide Additional Services Outlook Auto Discover Unified Messaging Exchange 2007 Goals

Centralized Deployment 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 Exchange Unified Messaging w/ Cisco Call Manager Exchange 2007 Plan

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

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? Deployment Challenge #1 Exchange Auto Discover

Call Manager 4.x does not fully support SIP CCM 5.x required for native support 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 Deployment Challenge #2 Cisco Call Manager Compatibility

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

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 3 rd. party product used to bridge the gap MWI2007 Deployment Challenge #3 Message Waiting Indicator

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 customized Grammar filter SpeechGrammarFilterList.xml Deployment Challenge #4 Unified Messaging – Speech Recognition

(\w+)\s+(\w+)\s+[\-\']\s+(\w+) Firstname Lastname --> $1 $2

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 Deployment Challenge #5 Unified Messaging – Phonetics

Agenda Customer Environment Background Exchange 2007 Deployment Office Communications Server 2007 Deployment Goals Plan Architecture Challenges End-State Current State, Observations and Next Steps

Understand OCS’ application within the environment IM Web Conferencing P2P Video RoundTable Application Integration Achieve corporate control of Public IM Investigate Telephony Integration possibilities with Cisco Call Manager OCS 2007 Goals

Greenfields deployment for OCS 2007 RDP 100x users on Beta 2 in Production Single Enterprise Pool + Access Edge Functionality Beta 2 IM Presence Web Conferencing RoundTable External Access Remote Call Control (RCC) w/ CCM RC1 OCS 2007 Plan

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

Customer has 134 possible primary namespaces Should the SIP namespace = SMTP namespace? Certificate providers wanted to charge per SAN Est. cost = $50k Entrust released a ‘Unified Communications Certificate’ Revised Cost = $4k for 134 namespaces Implemented a sub-set of ‘core’ namespaces Deployment Challenge #5 Choosing the SIP namespace(s)

RCC requires a CSTA over SIP gateway Cisco Unified Presence Server (CUPS) provided limited support for OCS v1.0: very limited functionality v6.0: better, but still a few ‘quirks’ Deployment Challenge #6 OCS - Remote Call Control CTI CSTA/SIP SCCP SIP Cisco Unified Presence Server 6.0 OCS Front-End Cisco Call Manager 5.1

OCS is designed to use the E.164 number standard (i.e. ‘ ’) CCM 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 normalize to acceptable format = Deployment Challenge #7 CCM – E.164 Numbers

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 standardization is required for successful resolutions Normalization rule needed to cater for each potential use format –ne –ne +61 (0) Deployment Challenge #8 OCS – Reverse Number Lookup

Agenda Environment Background Exchange 2007 Implementation Office Communications Server 2007 Implementation Current State, Observations and Next Steps

All Australian mailboxes consolidated to a single 2-node CCR cluster Removal of 4x Mailbox servers Testing Trans-Tasman consolidation Higher availability due to Clustered Mailboxes Exchange UM live for 150+ Australian users 200 users enabled for OCS Federation-enabled RCC still in Pilot Likely pending CUPS upgrade for OCS support Support in latest build looks very promising Current State

Video Conferencing using RoundTable adopted for team meetings between HO team and remote team members Exchange UM rollout underway to replace legacy Voic NZ UM deployment pending NZ CCM upgrade to compatible version Current State cont.

Users drove adoption 100->250 in 4 weeks 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! Observations

Migrate NZ users to Exchange 2007 New NZ mailbox cluster or to AU mailbox cluster decision pending Initial performance testing shows no change in user experience in Cache Mode Upgrade OCS to RTM Investigate UC Device use Upgrade NZ CCM cluster to v5 Upgrade CUPS to ‘OCS Supported’ version Further deploy RCC Next Steps

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