Unified Messaging in Microsoft Exchange Server 2010

Michael WilsonPrincipal Program Manager LeadMicrosoftSession Code: UNC315

AgendaExchange 2010 Unified Messaging

IntroductionUnified MessagingEnvironmentConfiguration

New Features in Exchange 2010Migrating from Exchange 2007 UMQuestions and Answers

Introduction

What is Unified Messaging?Exchange UM User Perspective: Anywhere Access

Voice mail accessible via Outlook and OWA Access to Exchange from any phone

Voice Mail, E-mail, Calendar, Directory, and Contacts

Exchange UM Administrator Perspective: Familiar ToolsAll messages are stored in ExchangeAll messages are transported by ExchangeAll user and system configuration is in AD and Exchange

Executive Perspective: Lower Total Cost of Ownership…compared to running separate e-mail & voice mail systemsEasier for users (fewer helpdesk calls)Easier for administrators (can reuse knowledge and skills)

Exchange UM: Feature Groups

Voice Mail (for all callers)“You’ve reached Michael Wilson’s mailbox. I’m sorry that I missed your call. Please leave a message.”

Outlook Voice Access (for UM-enabled users)“YOU HAVE TWO NEW VOICE MAILS AND SIXTEEN NEW E-MAILS. YOU HAVE A MEETING IN PROGRESS…”

Automated Attendant (for all callers)“THANK YOU FOR CALLING CONTOSO. IF YOU KNOW THE NAME OF THE PERSON YOU WANT TO REACH, SAY IT NOW. TO SPEAK TO AN OPERATOR, SAY ‘OPERATOR’…”

PBX VoIP Gateway

Exchange Unified Messaging

Active Directory

Exchange Client Access

Exchange Hub Transport

Exchange Mailbox

PBX Phones (Extensions)

Mail Client

IP-PBX

Public TelephoneNetwork CISCO IP PHONE

7905 SERIES

1 2A B C

3D E F

4 5J K L

6M N OG H I

7 8T U V

9W X Y ZP Q R S

* 0 #

4

7

PQRS

*

CISCO IP PHONE7905 SERIES

1 2A B C

3D E F

4 5J K L

6M N OG H I

7 8T U V

9W X Y ZP Q R S

* 0 #

4

7

PQRS

*

IP Phones (Extensions)

Office CommunicatorPhone & PC Editions

OCS Front End Servers

OCS Mediation

Server

Public IPNetwork

Mail Client

Enterprise IP NetworkPerimiter

Enterprise IPNetwork

Exchange UM: EnvironmentUM connects phone users to Exchange and AD

1. Call to UM user

2. Not answered:forwarded to hunt group 3. Gateway sends INVITE

to Exchange UM 4. UM looks up called, calling numbers (AD)

5. UM answers call, establishes audio media

6. UM fetches the user’s greeting from their mailbox

7. UM plays greeting and prompt, starts recording8. UM records caller’s message (via gateway)

9. UM builds voice message from recording

10. UM submits completed message to

Hub transport for delivery to mailbox

UM Configuration ObjectsUM Dial Plan

Represents a set of telephony endpoints with a common naming or numbering scheme

UM MailboxRepresents a UM-enabled user

UM IP GatewayRepresents a “SIP Peer” with a FQDN or IP addressCan be a TDM/IP device, an IP-PBX or OCS

UM Automated AttendantCustom call answering (prompts, menus etc.)

UM Server

UM Configuration Object AssociationsAll UM system configuration is stored in AD

AD Forest

0 .. N

1

1 .. N

1

UM Dial Plan

UM Mailbox PolicyUM Mailbox 1

0 .. N

0 .. N

0 .. N

11 .. N

1

0 .. N

UM IP Gateway

UM Hunt Group

1

0 .. N

UM Server0 .. N

0 .. N1 0 .. N

UM Auto Attendant

This represents the UM-enabled user. It has an

extension, in an associated Dial Plan

This associates the UM user with their Dial Plan. Many

properties can be configured here (“class of service”).

Users can have secondary extensions, and these can be in

different Dial Plans.

This represents a set of telephony-enabled endpoints

(extensions), sharing a common numbering or naming plan, defined by the telephone

network (e.g. PBX).

An IP gateway represents any SIP/RTP-capable “peer” server with which UM is allowed to communicate. This includes VoIP gateways, IP PBXs and

Office Communications Server.

UM Servers can handle calls for multiple Dial Plans. Each Dial Plan

can be associated with multiple UM Servers. A hunt group associates an IP

Gateway with a Dial Plan, and may have a pilot number

to distinguish gateway associations with different

Dial Plans.

An Automated Attendant allows administrators to

provide callers with DTMF- and speech-enabled access

to users, operators and phone numbers.

Automated Attendants can be joined together to form

multi-level menus.

Features

New Features in Exchange 2010 UMdemo

InternationalizationUM 2010 language packs will contain

Prerecorded promptsText-to-speechSpeech recognition (command/control, names)

Culture Culture Culture

Catalan* English United KingdomUnited States

Norwegian*

Chinese China PRCHong Kong SAR*Taiwan ROC

Polish*

Finnish* Portuguese BrazilPortugal*

Danish* French CanadaFrance Russian*

Dutch German Spanish MexicoSpain*

English AustraliaCanada*India*

Italian

Japanese Swedish

Korean

* New in Exchange UM 2010

“Calendar for today”

“Agenda pour aujourd’hui”

“Kalender für heute”

“Calendario para hoy”

New in Exchange 2010 UMVoice Mail PreviewCall Answering RulesMessage Waiting IndicatorProtected Voice MailOther Features

Fax Partner ProgramNew Audio CodecsImprovements to Caller ID LookupImprovements to Certificate ManagementSupport for Personal Distribution Lists

Voice Mail Preview: 1/3Process voice messages, visually

Automatic speech recognition for voice mailText on deliveryFeature mark-up

SearchableAudio Playback (click text to position)

Text Previewof Voice Mail Contextual

Actions

Outlook 2010 (UI prototype)

Voice Mail Preview: 2/3Available in 6 UM language packs after RTM

en-CA, en-US, fr-FR, it-IT, pl-PL, pt-PTPreview, not Dictation

Lexicon is a model of typical voice mail contentAugmented with user-specific information

Controlled by UM Mailbox PolicyAllowVoiceMailPreview property

Uses Dial Plan default languageCan be disabled by user

Automatic Speech Recognition Queue (per core)

Voice Mail Preview: 3/3CPU-intensive, Throttled

UM may skip preview creation if too busy~1 Voice Message/min/core can be sustained

A4

A1

A1A2A3 A2A3

A4

A1A4

Maximum queue capacity

1. Audio recordings (A1 .. A3) queued for Voice Mail Preview Production2. Processing of recording A1 complete: audio and preview data ready3. Voice message (A1) sent4. Recording A4 completed: insufficient space in queue5. Recording A4 bypasses queue (“Too busy” text added)6. Voice message (A4) constructed: no preview7. Voice message (A4) sent2.5. Voice message (A1) constructed: contains preview

Call Answering Rules: 1/3Call answer is UM’s most frequent scenario

Play greeting, take messageUsers wanted more control

Special greetings by contactTime of day-dependent behavior…and more

Call Answering RulesCondition: if true, then present caller with…Greeting and Menu: collect caller's choice of…Action: transfer, "Find me" or leave message

Call Answering Rules: 2/3

Configured by user in Exchange Control PanelECP is reached from OWA, Outlook 2010

Call Answering Rules: 3/3 (Find Me)

Allow selected callers to reach your mobile……without publishing your mobile number

1. Caller tries UM user’s office number

2. Call forwards to UM

3. UM presents caller with (Call Answering

Rule) Menu4. Caller chooses Find

Me option5. UM records caller’s name, places them on

hold 6. UM places call to user’s Find Me number

7. User answers call from UM

8. UM play’s caller’s name, asks user to press 1 to accept the call

9. User presses 1

10. UM takes caller off hold, transfers to user

11. Caller speaks to UM user on Find Me number

Caller UM Server

UM-enabled user

User’s extension

User’s mobile phone

Message Waiting Indicator: 1/2Exchange 2010 UM supports MWI

No new roles: “push” notifications from mailboxLoad balanced across UM Servers, IP Gateways

VoIP Gateways

UM Servers

User’s Mailbox Server

PBX

User’s extension

Public Telephone Network

Caller’s phone

1. Unanswered call to user

2. Call forwarded via gateway to UM Server

3. Voice message delivered to Mailbox Server

4. UM Mailbox Assistant notified

5. RPC to UM Server in user’s Dial Plan (load

balanced)

6. SIP NOTIFY to gateway in user’s Dial Plan (load

balanced)

7. MWI ON signal from GW to PBX

8. MWI ON signal from PBX to phone

0 10 20 30 40 50 60 70 80 90 100 -

1

2

3

4

5

6

7

8

Message Waiting Indicator: 2/2Simple: no middle-tier user affinityScalable: minor effect on Mailbox Server load

Mai

lbox

add

ition

al %

CPU

New voice mails per minute

Lab test: 1 Server, 8× core, 16GB

Equivalent to 20,000 users each receiving 2 voice mails

per working day

Protected Voice MailLegacy VM systems won’t forward private msgs

E-mail has different model (private is informational)Many ways to access Exchange store

Problem: some voice messages are sensitiveCaller marks message private, expects no forwardingSome users receive nothing but sensitive VMs

Solution: protect VM contentE-mail content protection uses IRMUM will use the same approach

Protected Voice Mail: 2 of 3Requires AD Rights Management ServicesControlled by UM Mailbox Policy (default: None)

Private: protect if sender marks message privateAll: protect all messages (don't ask sender)

Uses Do Not Forward permissions setRequireProtectedPlayOnPhone property

Default: FalseBlocks use of multimediaNo voice data on client

Protected Voice Mail: 3/3Requires Rights Management-aware mail client that also supports Exchange UM

Outlook Voice Access (Exchange 2010 UM)Outlook Web App (Exchange 2010 CAS)Outlook 2010

Forward button is disabled

UM Fax Partner Program

UM 2010 does not negotiate fax media, but retains fax configurationHands off fax calls to Partner solution, if available/configuredPartners at Launch

Fax Partner Solution

SIP Peer(IP Gateway)

Incoming FAX2

REFER (fax endpoint)

2-way media data flow (T.38 or RTP)

INVITE (fax)

100 Trying /200 OK / ACK 6

INVITE/180/200OK/ACK

2-way RTP data flow1

Re-INVITE (T.38 SDP)

100 Trying/200 OK (a=sendonly)/ACK4

202 Accepted

3

Notify 200 OK

200 OK

7

5

200 OK

BYE8

UM

Call hand-off when gateway detects fax tone and sends re-INVITE to UM

http://www.microsoft.com/exchange/2010/en/us/Partner-Showcase.aspx

Audio Formats and Codecs

Exchange 2007 UM supported WMA and WAVExchange 2010 UM adds support for MP3

Audio codec configured onUM Dial Plan

Audio codec negotiated between UM and SIP Peer (Gateway, IP PBX or OCS) for encoding media (RTP) packets

Narrowband codec:G723, G711, or RTAudio-8KHz

Wideband codec:RTAudio-16KHz

G711 G711 Not applicable.UM does not negotiate

wideband audio if the Dial Plan is set to G711

WMA WMA 9 Voice WMA 9.2

GSM GSM 6.10 Not applicable.UM does not negotiate

wideband audio if the Dial Plan is set to G711

MP3 MP3 (16kbps) MP3 (32kbps)

MP3 is the default setting for

new UM Dial Plans

Caller ID Lookup: Previous Problems

Problem: turn a string of digits into a nameSolution: look in AD & user’s Personal Contacts

Problem: phone numbers in AD are not indexedSolution: UM extension numbers are indexed

Problem: not all users are UM-enabled

Problem: not all extensions are in user’s Dial Plan

Caller ID Lookup in UM 2010: 1/4

Numbers searched:telephoneNumber, otherTelephonehomePhone, otherHomePhonemobile, otherMobilefacsimileTelephoneNumber, otherFacsimileTelephoneNumber

UM copies reversed phone numbers to DTMF map attribute: allows AD suffix search

e.g. (425) 678-1234 (phone number) 4321876524 (map)If caller ID received is 6781234, search map for 4321876*

AllowHeuristicADCallingLineIDResolution property on UM Dial Plan

AD lookup on phone attributes

Caller ID Lookup in UM 2010: 2/4

User 1 (Dial Plan A) calls user 2 (Dial Plan B)Dial Plans A and B are on the same PBXExtension numbers are same length across A and BExtension numbers are unique across A and B

UM 2007 behavior: extension lookup only performed in the callee’s Dial Plan (B)UM 2010: extension lookup performed in callee’s Dial Plan and any other Dial Plans specified by B’s EquivalentDialPlanPhoneContexts

Multiple Dial Plans

Caller ID Lookup in UM 2010: 3/4

CallingLineIDs property on AD userNumberingPlanFormats property on Dial PlanExtend shorter numbers to multiple E.164 forms

1425421xxxx1425703xxxx1425704xxxx1425708xxxx1425722xxxx

NumberingPlanFormats31590

Caller ID

Try

to m

atch 14257031590

Extended number

Improved E164 resolution

Caller ID Resolution: 4/4

Black: same as UM 2007Blue: improved from UM 2007 Red: new in UM 2010

Found in callee’s Dial Plan?

Found in equivalent Dial Plan?

Obtain caller ID

Look up in EUM proxy addresses

N

N

Caller ID is valid SIP URI?

N

Look up in SIP proxy addresses

Y

Found?Y

Done

Done

Done Look up with E.164 resolution

Y

Y

Found by E.164 resolution?

N

DoneY

N

Personal Contact resolution allowed?

YLook up in personal contacts

Found?YDoneN

N

AD heuristic lookup enabled?

Y

Look up in various AD phone numbers

Found?YDoneN

Done: NOT RESOLVED

N

The Big Picture for Exchange 2010

UM Startup ModesUM Server (service) now starts up in 1 of 3 modes

TCP – TCP traffic only (default)TLS – TLS traffic onlyDual – Both TLS and TCP

Must set Dual or TLS if Server is in an OCS (SIP) Dial PlanCertificate required for Dual or TLS start-upRestart UM Service on change

UM Certificate ManagementRequired for TLS session negotiation

Can also configure via cmdletEnable-ExchangeCertificate –Thumbprint 2d049850fba9da7d04618a4015c9c6bb4329e88e –Service UM

Personal Distribution Lists (PDLs)Also known as Personal GroupsCreate with Outlook or OWASend to PDLs from Outlook Voice Access

User: “Personal Contacts”UM: “WHAT NAME ARE YOU LOOKING FOR?”User: “Sales Team” (name of PDL)UM: “IS THIS THE NAME? SALES TEAM”User: “Yes”UM: “YOU CAN SAY: SEND A MESSAGE, OR FIND ANOTHER CONTACT…” etc.

Touch tone (DTMF) as well as speech access

UM Card in Outlook Mobile 6.1+

CAB updateInline Play, Call buttons

Migration

Migrating from Exchange 2007 UM

Requires upgrade to Exchange 2007 SP2UM 2010 servers can only access Exchange 2010 UM-enabled mailboxesUM 2007 SP2 servers can only access Exchange 2007 SP2 UM-enabled mailboxesMailbox access required for:

Call Answering (greetings; leaving voice messages)Outlook Voice Access

Principles governing migration

Migrating from Exchange 2007

UM2010 Server

UM2007 SP2

Server

Mailbox2010 Server

Mailbox2007 SP2

Server

User 1

User 2

PBX & Gateway

How it worksGateway must send all calls to UM 2010 serversUM 2010 server decides if call is for 2010 or 2007 userIf the call is for 2010 user, UM 2010 server continues to handle the callIf the call is for 2007 user, UM 2010 server redirects/transfers the call to a UM 2007 server in the same Dial Plan

Migrating from Exchange 2007 UMUM 2010 requires Mailbox, Hub Transport 2010

Unified Messaging version

2007 SP2 2010

Mailboxversion

2007 SP2

UM “just works” for the enabled users.

Call answer: 302 (redirect on INVITE) to UM 2007 server in the Dial PlanSubscriber access: REFER (with context) to UM 2007 server in the Dial Plan

2010 Not supported. Need at least one UM 2010 server in the Dial Plan.

UM “just works” for the enabled users.

Configure IP GWs to send calls to UM 2010OCS 2007 [R2]: must create new UM Dial Plan

New UM pilot number, new OCS location profileUM-disable users, re-enable in new Dial Plan

question & answer

www.microsoft.com/teched

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Resources for IT Professionals

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www.microsoft.com/learning

Microsoft Certification & Training Resources

Resources

Related ContentBreakout Sessions KEY01 Tech-Ed Keynote Stephen Elop UNC201 Introducing Microsoft Exchange Server 2010 Adam Glick; Astrid McClean UNC202 Discover the New OWA: Outlook Web App Adam Glick

Product Demo UNC02-DEMO Connecting Microsoft Office Communications Server 2007 R2 and Microsoft Exchange 2010 Brett Johnson; Damien Caro

Track Resources

Microsoft Exchange Web Site http://www.microsoft.com/exchange

Microsoft Exchange Unified Messaging Telephony Advisor http://technet.microsoft.com/en-us/library/cc164342.aspx

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