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