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E-Mail Solutions 1OverviewIntroduction E-mail is undoubtedly the most widely used, and possibly the most mission- critical, business application. Wireless corporate e-mail is a key application for the wireless industry, and it opens the door for mobile operators and middleware vendors to provide services and solutions that fulfill the business users need to stay connected. However, many corporations have not deployed wireless e-mail services due to the costs associated with adding systems to enable these new services for employees. Driving up most of these costs is the perceived need to separately interface with multiple technologies and to provide related Information Technology (IT) department overhead and support. This document describes three innovative wireless e-mail solutions that can be easily implemented on systems without large-scale changes to an existing system. These solutions, which can be used with Microsoft® Windows Mobile™–based Pocket PC Phone Edition and Windows Mobile–based Smartphone, use the following technologies: • Desktop E-mail Redirector • Hosted Exchange • Microsoft Exchange Server 2003
2 E-Mail SolutionsLesson 1: Desktop E-Mail RedirectorIntroduction Visto Mobile Personal Edition™ (VMPE) is a desktop e-mail redirector solution created by Visto that consists of the following components: • Desktop software that monitors e-mail, Contacts, and the Calendar on the user’s computer. (The users computer is connected to an e-mail server.) • Visto-hosted or mobile operator–hosted messaging servers that connect the desktop director and mobile devices by means of the Internet. (The messaging servers are not the e-mail servers.) • Mobile clients that are installed on the mobile devices VMPE™ enables mobile operators to create new, branded solution offerings that connect busy mobile professionals to their business e-mail accounts, Calendar, Contacts, some files, and the global address list while they are away from the office. Subscribers can have instant mobile access to business e-mail, Contacts, and Calendar by synchronizing their Windows Mobile–based devices with their e-mail servers behind company firewalls. The e-mail services supported by Visto Mobile Personal Edition™ (VMPE) are listed under Visto Mobile Personal Edition™ (VMPE) Feature Set in the Solution Definition section of this lesson. Visto Mobile Personal Edition™ (VMPE) provides two key benefits to users— simplicity and control of e-mail access. Users without a mobile e-mail solution can obtain one without causing extra work for their corporate Information Technology (IT) departments; users can easily download the Visto Mobile Personal Edition™ (VMPE) installation application by means of the Web and then install and operate the desktop redirector software themselves. They can also set preferences for sending and receiving e-mail at timed intervals or on command. The desktop redirector software runs on Microsoft Windows®– based computers that are running Microsoft Outlook®.
E-Mail Solutions 3Lesson Objectives After completing this lesson, you will be able to: Describe Visto Mobile Personal Edition™ (VMPE), the Visto mobile e-mail and Personal Information Manager (PIM) solution. Explain the elements and metrics of Visto Mobile Personal Edition™ (VMPE). Answer questions about the business benefits of Visto Mobile Personal Edition™ (VMPE). Describe the competitive advantage of Visto Mobile Personal Edition™ (VMPE).Solution Definition Visto Mobile Personal Edition™ (VMPE) is an element of an integrated Microsoft portfolio of e-mail services that offer mobile operators scalability and selection by supporting most major subscriber segments, devices, messaging servers, billing models, and notification mechanisms that are currently available. The Visto solution has flexible customization options for branding and ownership, including solution delivery, deployment, support, billing, and operations. When mobile operators implement Visto Mobile Personal Edition™ (VMPE), they receive comprehensive marketing and customer support, collateral—in the forms of a quick start guide, user guide, data sheet, white paper, evaluation guide, customer support representative training guide, and product demonstration—and product knowledge from a single point of contact at Visto, which is supported by contacts at Microsoft. Visto Mobile Personal Edition™ (VMPE) is ideal for individual mobile professionals, small offices, home offices, and enterprises that have servers running Microsoft Exchange Server 2003 or IBM® Lotus® Domino®. Visto Mobile Personal Edition™ (VMPE) offers the following benefits for mobile operators and users: • Users who purchase mobile devices install the desktop redirector software on their desktop computers rather than on corporate or Internet servers, thereby eliminating their dependency on the corporate IT department to implement a solution. From the Internet, users download and provision the software on their desktop computers and mobile devices. • Users can have real-time access to e-mail, PIM data, and some files while they are away from the office. • Users can access e-mail, Contacts, Calendar, and files by using a mobile device browser (browser-based clients) or by using the Visto Sync client (Internet Message Access Protocol [IMAP]/SyncML) that provides offline access. • Mobile operators can sell Visto Mobile Personal Edition™ (VMPE) service subscriptions directly to users through retail channels because intervention from a corporate IT department is not required for installation or use. • Visto Mobile Personal Edition™ (VMPE) supports delegation and hosting for up to five users on each computer running the desktop redirector software. This support gives users the flexibility to delegate
4 E-Mail Solutions their e-mail synchronization to up to five different computers that are always connected to the messaging server if their computer is disconnected from the server. Each computer can host up to five different delegated user accounts. • Visto Mobile Personal Edition™ (VMPE) implements security standards throughout the system: on the users computer, at the gateway, and on the users mobile device. • Mobile operators can implement Visto Mobile Personal Edition™ (VMPE) for any number of users on any type of existing or emerging wireless network (such as Global System for Mobile communication [GSM], Code-Division Multiple Access [CDMA], General Packet Radio Services [GPRS], and 1xRTT) without destabilizing the messaging system. Other types of supported networks include Internet, Intranet, Wi-Fi, and Bluetooth. • The Visto Mobile Personal Edition™ (VMPE) software interface on the mobile devices provides a familiar experience for users. • Visto Mobile Personal Edition™ (VMPE) supports multiple devices, allowing for great flexibility. • Mobile operators can use readily available tools and customization options to easily implement Visto Mobile Personal Edition™ (VMPE) and integrate it into an existing mobile network. In addition to e-mail, Visto Mobile Personal Edition™ (VMPE) can support synchronization access to Contacts and Calendar information. Users can subscribe to Visto Mobile Personal Edition™ (VMPE) through their mobile operators or directly through Visto. Visto Mobile Personal Edition™ (VMPE) Functionality Visto Mobile Personal Edition™ (VMPE) provides mobile operators with a desktop-computer-based redirector solution that allows mobile devices real- time and offline access to corporate or Internet e-mail. Visto Mobile Personal Edition™ (VMPE) extends the capability of Microsoft Pocket Outlook to provide synchronized access to e-mail messages received at the user’s desktop computer from the corporate messaging server. The device components are based on existing applications on the Windows Mobile–based Pocket PC and Smartphone, such as Pocket Outlook, Contacts, and Calendar. Using Visto Mobile Personal Edition™ (VMPE), users can receive their corporate e-mail messages on their mobile devices if their desktop computers, or one of the five computers that they may have delegated their accounts to, are connected to the corporate messaging server. When the users device is connected to the messaging server, e-mail messages that appear in the user- selected mailbox folders are synchronized with the mobile device through a gateway that exists either at the Visto Network Operations Center (NOC) or at the mobile operators NOC. If the computer is not connected to the corporate network, the desktop redirector application on the users computer will not synchronize with the user’s mobile device. However, users can delegate the connection held by their desktop redirector—between the gateway at the NOC and the corporate messaging server—to up to five other office desktop computers that are running the desktop redirector software. Users can delegate the connection held by the software on their desktop to five other computers that are running the software, effectively giving users five-way redundancy. By
E-Mail Solutions 5delegating these connections, users maintain privacy, security, and reliability.The desktop redirector software runs on Windows-based computers.Mobile devices control synchronization, so users can configure their mobiledevices to receive and send e-mail as frequently as every 15 minutes.Alternatively, users can perform a manual send/receive action. In both cases,the devices initiate the send/receive process. In other words, mobile deviceshave to establish a network connection and retrieve e-mail through gateways, asopposed to gateways initiating communication with the devices. If users haveset their devices to synchronize at intervals, as opposed to manualsynchronization, the devices automatically synchronize when they are turned onand continue to synchronize at the specified intervals.The gateway provides highly available, real-time access architecture. VistoMobile Personal Edition™ (VMPE) supports e-mail with attachments,Calendar, Contacts, real-time access to files on the users desktop computer, andreal-time access to the user’s global address list. If the users desktop computeris not connected to the corporate network, the mobile device uses one of thecomputers that the connection has been delegated to rather than the usersdesktop computer; however, the users files will not be available.Visto Mobile Personal Edition™ Feature SetVisto Mobile Personal Edition™ (VMPE) supports the following features.Full two-way e-mail Contacts and Calendar Device memorysynchronization sync managementScheduled sync Corporate address Attachments can be book/global address list forward (GAL) look-upDisable sync while Microsoft Exchange Attachments can be readroaming (5.5/2000) on deviceAlerting IBM/Lotus Domino Delegation mode (R5/R6)Push updates Post Office Protocol 3 Meeting requests (POP3)Full two-way calendar No changes to firewall Folder managementsyncStandards based sync Seamless migrations to User-friendly setup(SyncML) enterprise server wizardsWeb account management
6 E-Mail Solutions Data Type Capabilities Visto Mobile Personal Edition™ (VMPE) supports different capabilities for different types of data. Data type Features E-mail Stores e-mail messages in a separate folder in the devices Inbox for user-selected mailbox folders. Synchronizes with e-mail based on a schedule. Supports e-mail notification. Offers "Quick message" support for common responses. Supports Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, and Hypertext Markup Language (HTML) attachments. Calendar Views appointments. Contacts Synchronizes with personal contacts. Offers corporate address book query but not synchronizing capabilities. Billing/reports Offers Simple Object Access Protocol (SOAP) Extensible Markup Language (XML) application programming interfaces (APIs) for billing and account management. Other data/services Opens interfaces for dynamic device provisioning/configuration and consumer usage reporting. Offers automatic software updates without user intervention. How a Redirector Solution Works There are three key components involved in any desktop redirector solution: a desktop agent, a redirector gateway, and a device client. The desktop agent is an application installed on a computer that is connected to a user’s Microsoft Outlook or Exchange e-mail account. It is responsible for synchronizing e-mail messages between the user’s e-mail account and an account on the redirector gateway, and it is responsible for processing these messages if necessary. The computer running the desktop agent must be kept on and connected to the corporate network for e-mail synchronization to take place. The redirector gateway exists inside a mobile operator’s or service provider’s network. The gateway functions as a router for messages between the desktop agent and the device client. The device client is an application on a mobile device such as a Windows Mobile–based Pocket PC or Smartphone. The device client retrieves and sends e-mail messages to and from the redirector gateway. A user or system administrator installs and configures both the desktop agent and the device client. The desktop agent synchronizes a user’s Outlook or Exchange e-mail account with his or her account on the redirector gateway. The synchronization takes place over an encrypted Internet Protocol (IP), such as secure sockets layer (SSL) or Hypertext Transfer Protocol Secure (HTTPS), which can pass through a typical firewall. Likewise, the device client synchronizes the user’s selected
E-Mail Solutions 7 mailbox folders on the device with the same folders on the users account on the redirector gateway. The synchronization again goes over an encrypted network protocol. The gateway in the middle stores and synchronizes these e-mail messages or acts as a real-time conduit for data between the messaging server behind the firewall and the device. If the gateway works as a real-time conduit, messages are stored on the messaging server behind the firewall rather than at the gateway. How Visto Mobile Personal Edition™ (VMPE) Works A user can configure the Visto Mobile Personal Edition™ (VMPE) client software on his or her mobile device to automatically synchronize the Inbox on the device with the messaging server behind the corporate firewall at specific time intervals or to synchronize only when the user manually activates synchronization on the device. If the user sets an automatic interval, the client software on the device automatically syncs with the messaging server when the device is turned on. To synchronize with the corporate messaging server (the e-mail server) behind the corporate firewall, the device establishes a direct, encrypted connection with the gateway that is running the VMPE software. The gateway then establishes a direct, encrypted connection through the gateway firewall and the corporate firewall to the users desktop computer or to one of the delegated computers that is running the redirector software. The computer needs to be connected to the corporate messaging server behind the corporate firewall. Data is synchronized between the corporate messaging server and the computer, between the computer and the gateway, and between the gateway that is running the VMPE software and the users device. At the gateway, data is exchanged as messages or transactions at the application level. The gateway runs Visto Mobile Personal Edition™ (VMPE) software that acts as an Internet- based real-time message conduit between the user’s computer and the mobile device. To protect the contents of messages while en route, the messages are encrypted by both the software on the user’s desktop computer and the software on the mobile device before transmission to the gateway. Visto does not have access to the security mechanisms used by the mobile device and the users computer, so Visto does not have access to any message content.Mobile Device and The mobile device’s client software establishes a connection to the gateway,Gateway and then the gateway authenticates the incoming connection. After the deviceCommunication client software is connected and authenticated, it initiates the transfer of messages with the gateway, which also transfers messages with the desktop computer. When message transfer is complete on both ends, the mobile device disconnects from the gateway. Visto Mobile Personal Edition™ (VMPE) creates a new folder in the Pocket PC Inbox to store e-mail messages for the user-selected mailbox folders. To relay messages received from the mobile device, the gateway sends a notification to the desktop redirector software. When the software receives the notification, it initiates a connection to the gateway to check for undelivered messages that are intended for the user’s desktop computer.Gateway and Desktop The connection between the desktop computer and the gateway uses HypertextComputer Transfer Protocol (HTTP) and HTTPS to transmit messages. The gatewayCommunication authenticates the connection to the desktop computer, which makes the connection between the desktop computer and the gateway appear as a connection to an encrypted website. After establishing a connection, the
8 E-Mail Solutions desktop redirector software sends the encrypted messages to the gateway. When new messages arrive at the gateway, the gateway transmits the messages to the mobile device.Desktop Computer and When the users device initiates synchronization and the desktop computer hasMessaging Server established a connection with the gateway, the desktop redirector softwareCommunication synchronizes data from the device with the user’s Exchange account. If there are new messages in the user’s account, the desktop redirector accesses the new messages from Exchange. Depending on the specific implementation, the software may segment the new messages, compress them, and then finally, encrypt them. Segmenting messages enables users to view just the beginning of a message without having the complete message transmitted to the mobile device. Message compression minimizes the messages transmit time, which saves airtime costs, and encryption is required to help prevent unauthorized access to message content. The following diagram shows the flow of data between a mobile device and a messaging server. A mobile operator can host the gateway, or Visto can host the service by using its time-tested, highly scalable NOC. Visto Mobile Personal Edition™ (VMPE) Security Visto Mobile Personal Edition™ (VMPE) uses 128-bit Advanced Encryption Standard (AES) encryption end to end and maintains compliance with all major standards for delivering its mobile access solution over networks, on mobile devices, and on enterprise systems. AES encryption and compliance with all major delivering standards makes Visto Mobile Personal Edition™ (VMPE) a cost-effective solution for providing universal, encrypted access to messaging data from a broad array of mobile devices. Visto designed all elements of Visto Mobile Personal Edition™ (VMPE) from the ground up to support enterprise-class security, enabling users to access their corporate e-mail without compromising security. With Visto Mobile Personal Edition™ (VMPE), users can take advantage of low-cost public Internet connectivity to create encrypted and private communications between themselves and the corporation, no matter where they are or which device they are using. Visto Mobile Personal Edition™ (VMPE) was designed to ensure that communications from the enterprise to and from the mobile device have the most powerful protective features. As shown in the following diagram, Visto Mobile Personal Edition™ (VMPE) provides a powerfully protected solution without compromising ease of deployment, management, or performance.
E-Mail Solutions 9Support Roles and ResponsibilitiesTo keep a Visto Mobile Personal Edition™ (VMPE) system running from boththe users perspective and the mobile operators perspective, differentorganizations share various support responsibilities.Organization ResponsibilitiesMobile operator Provides provisions devices and bills users and enterprises. Provides capacity forecast to Visto. Provides first-level technical support through customer service representatives or by supplying a Web solution for all of its subscribers.Visto Help Desk Provides a single point of contact, and provides remote assistance for mobile operators and large accounts by phone or e-mail. Opens, escalates, and tracks Trouble Reports until they are satisfactorily resolved according to the service level agreement with the affected mobile operator.Visto Technical Support Group Provides training and Web tools to mobile operators. Provides remote assistance and restores service in the event of a critical failure. Produces, tests, and installs software patches and new releases while also maintaining a testing environment. Builds a system to accommodate the mobile operators capacity forecasts.The Visto Help Desk and the Visto Technical Support Group respond to thefollowing four levels of events on a Visto hosted gateway and NOC:Level 4, Planned Outages These outages are planned ahead of time, so noemergency event handling is required. The annual schedule defines onemonthly planned maintenance window to minimize service disruption; all
10 E-Mail Solutions customer data is backed up prior to maintenance. Additional scheduled maintenance includes minor patches to VMPE software, minor patches to other software that has not been branded by the mobile operator, and major releases of VMPE software. Level 3, Minor Condition This level indicates intermittent user impact. Visto provides a fix for 70 percent of all minor conditions at the next release of VMPE software. Level 2, Major Condition This level indicates service-affecting delays and errors with 10 percent or less of users affected. Visto provides a fix for 90 percent of all major conditions within 60 days of occurrence. Level 1, Emergency This level indicates that the Visto gateway is entirely out of service. Visto will respond to this type of event within 10 minutes of occurrence, remain on call with the mobile operator until the event is fully resolved, escalate the event to the Vice President of Operations within three hours of occurrence, and produce a full report on the event and the solution after it is resolved. Tools and Customization for Mobile Operators Visto can brand Visto Mobile Personal Edition™ (VMPE) for a mobile operator, although the mobile operator must pay for this service. Visto also provides seamless APIs for integration with a mobile operators current business processes as well as a service to mobile operators for integration of these business systems, such as provisioning, billing, support, and reporting. The startup time for mobile operators to implement Visto Mobile Personal Edition™ (VMPE) depends on the depth of integration and service requirements, and could range from 30 days to six months. The following tools are available for mobile operators: • APIs for provisioning and deprovisioning • Support of multiple billing options, including free trials, monthly fees, annual prepaid, Premium, and Reverse • Customized user-account management and reporting • Branding—client, Web, and desktop redirector • Marketing tools, including data mining possibilities, a central depository of user data (including roaming status or usage) and additional customization options
E-Mail Solutions 11 End-User Pricing Options The following subscription model enables mobile operators to target deployment to specific Visto Mobile Personal Edition™ (VMPE) subscribers. The model is based on a data plan bundle or a separate enhanced service, and it is well suited for mobile professionals; small offices; home offices; and small, medium, and large enterprises. • Free download, 30-day trial • Corporate Edition: $99.95 • Internet Edition: $49.95 • Standard data tariff, added value, or serviceElements and Metrics The main components of Visto Mobile Personal Edition™ (VMPE) are desktop redirector software, a gateway that can be hosted by Visto, and device client software.Desktop Redirector This software is installed on the users computer that resides behind theSoftware corporate firewall. This software provides native Messaging Application Program Interface (MAPI) access to Microsoft Exchange, using the same Collaboration Data Objects (CDO) and MAPI interfaces that are used by Outlook. This software synchronizes data from the messaging server, such as a Microsoft Exchange server, to the mobile device through the gateway. The desktop redirector runs as a background program on the users computer that must be online with the users corporate network and logged on to the corporate e-mail server to redirect e-mail messages. The software is proxy and firewall compatible.Gateway The gateway can be hosted by Visto or licensed by the mobile operator. Web servers (Microsoft Windows NT®/Microsoft Windows 2000 with Internet Information Server [IIS]), database servers (Windows NT/Microsoft Windows 2000 with Oracle), and synchronization servers (Windows NT/Windows 2000 with SyncML) are supported. This component transports data to the mobile device or desktop computer. The gateway acts as a real-time conduit for messages between the mobile device and the messaging server.Windows Mobile-based This software is installed on the mobile device and makes data available onlineDevice Client or offline to the mobile user. This software interacts with the address book and calendar built in the Windows mobile operating system and extends to Pocket Outlook for e-mail services. Windows Mobile–based Pocket PCs and Smartphones are supported. The device client software cooperates with Microsoft ActiveSync® and requires that ActiveSync be installed on the computer. ActiveSync is used only for installation of the product on the device and not for synchronization. The Visto Inbox appears as a separate account within the Inbox tree on the device, and it is the default account used once it is installed, thereby providing a seamless experience for the user.
12 E-Mail Solutions The following diagram shows the high-level architecture of Visto Mobile Personal Edition™ (VMPE). The various components shown in the diagram are all hosted on Microsoft-based hardware. Security Components One of the biggest concerns for the wireless industry is securing message content during transmission and storage. The Visto Mobile Personal Edition™ (VMPE) security protocols and architecture ensure that the message is encrypted from the beginning of the transmission to the receipt. Visto Mobile Personal Edition™ (VMPE) is flexible and offers a number of security options to help safeguard messages and content from being accessed and read by unintended recipients and readers. These security options include AES, SSL, wireless application protocol (WAP), wireless transport layer security (WTLS), Blowfish, and Internet protocol security (IPSec). The following recognized security technologies underlie the Visto Mobile Personal Edition™ (VMPE) security architecture: • SSL based on RSA 128-bit data encryption so that data is protected while it is transmitted • Digital certificates from VeriSign to ensure that users are connecting to the protected, authorized gateway on a server running VMPE software • Optional end-to-end encryption using Certicom-based AES 128-bit data encryption The following table describes the security features of Visto Mobile Personal Edition™ (VMPE). Feature Description Encryption SSL-based sync between a desktop computer and the data center. SSL access (128 bit) from client/browsers. Protected WAP access by means of WTLS.
E-Mail Solutions 13 (continued) Authentication Desktop: user name and password. WAP: personal identification number (PIN). Device: token assigned upon setup. Firewall All transactions are initiated from inside the firewall—no changes to the firewall required. Support HTTP proxies. Physical VMPE servers at the Visto NOC are in a high-security facility. All data stored is encrypted. The combination of these products, along with Vistos security policies and industry-standard security technology, protects data transmission and storage, data confidentiality, and data integrity. Data is encrypted as it moves among all components of Visto Mobile Personal Edition™ (VMPE); it is safe from unauthorized users; and it is protected from tampering.Business Benefits Visto Mobile Personal Edition™ (VMPE) enables mobile operators to easily enter the enterprise market by offering a new premium subscription service on a proven hosted environment for individual business e-mail users; mobile operators can offer the premium subscription service as a complete service out of the box and sign up subscribers during the point of sale. This service allows business users to access their corporate e-mail, Contacts, Calendar, and some files from beyond the corporate firewall, anywhere and anytime. One method of introducing the service is through a free trial offer; the average conversion rate from a free trial offer to purchase is 41 percent. For mobile operators, Visto Mobile Personal Edition™ (VMPE) provides higher average revenue per user by generating subscription revenues and driving data and incremental voice traffic as users send and receive e-mail and make phone calls in response to e-mail. Visto Mobile Personal Edition™ (VMPE) can be sold directly to users without involvement from a corporate IT department, and then these users can be seamlessly migrated to a Visto enterprise solution when desired. Migration to an enterprise solution uses a standard implementation process for an IT department, and the migration process takes less than two minutes for users. Implementation Benefits Because Visto Mobile Personal Edition™ (VMPE) takes advantage of existing wireless network technologies, existing users can subscribe to the service and immediately increase a mobile operators revenue, customer retention, and network efficiencies. For Exchange Server 2003 and IBM Lotus Notes® users, Visto Mobile Personal Edition™ (VMPE) offers protective features that promote online safety of wireless e-mail synchronization. Visto Mobile Personal Edition™ (VMPE) is scalable and provides choices by supporting all subscriber segments, multiple devices, messaging servers, multiple billing models, and notification mechanisms that are available today.
14 E-Mail Solutions The solution also provides flexible branding and ownership options for customized solution delivery, deployment, support, billing, and operations. Because the gateway can be hosted by Visto, Visto Mobile Personal Edition™ (VMPE) offers mobile operators low cost of ownership, fast time to market, and easy market entry. Cost of ownership is directly linked to market adoption; per- user charges can be passed on to the customer through a billing charge or an increase in airtime charges. Basic mail can be ready for the market in 30 days; the Visto-hosted solution (branded/billed/supported—first level) can be ready for the market in two to three months depending on the scope of mobile operator integration. If the mobile operator chooses to license the gateway software rather than having Visto host the gateway, the mobile operator benefits from lower cost of ownership at high volumes and has complete control of the gateway. Architectural Benefits The architecture of Visto Mobile Personal Edition™ (VMPE) allows it to be implemented quickly and safely to immediately generate higher data revenues for mobile operators. Also, because Visto can host the gateway, this solution enables mobile operators to maintain low operational and startup ownership costs and obtain easy market entry. Operational cost of ownership is directly linked to market adoption; per-user charges can be passed on to the customer through a billing charge or an increase in airtime charges.Automated The automated synchronization scheduler offers:SynchronizationScheduler • Desktop redirector software that synchronizes messages with the mobile device through the gateway based upon defined timing intervals. • Synchronization of changes that are made at the Microsoft Exchange mailbox side or on the device side.Protected The security features offer:Communications • Desktop redirector software that communicates with the gateway over encrypted SSL sessions. • VMPE servers that reside in a high-security facility with restricted access. Marketing and Delivery Benefits Although Visto Mobile Personal Edition™ (VMPE) is a retail product, the security features make it protected enough for enterprise applications. It also has the ability to match sync and mobile profiles, allowing users more freedom while roaming and enabling unlimited synchronization options. Because of these benefits, Visto Mobile Personal Edition™ (VMPE) is highly valued by users and maintains a low delivery cost for mobile operators. By allowing mobile operators to brand the interface of Visto Mobile Personal Edition™ (VMPE), Visto offers greater marketing flexibility, lower delivery cost, and higher return on investment. The solution is also reliable. If Visto hosts the gateway, the service level agreement with Visto guarantees up to 99.9 percent availability across the Visto network operations center. Also, Visto Active Monitoring continuously examines the health of the Visto servers at its NOC, allowing Visto to proactively alert mobile operators of potential server issues.
E-Mail Solutions 15 Average Customer Profile The following statistics portray an average customer profile based on a survey from April 2003 with some of Microsoft’s redirector partners. • Average revenue per user (ARPU): $6.25 per month; voice ARPU estimated to increase by $4.80 per month as incoming e-mail messages trigger voice traffic • Positive impact on voice ARPU due to incoming mails generating outgoing calls • Visto subscription revenue $4–$8 per month • Fifty to one hundred e-mail messages per month received and sent on mobile devices • Customers willing to pay for the service by converting to subscriber status after free trial offer • Customers on high-speed packet data networks, such as 1xRTT or GPRS, perform close to 100 synchronizations per weekCompetitive Advantage The following tables compare the features and benefits of three mobile e-mail solutions: • Visto Desktop Edition • BlackBerry Internet Edition • BlackBerry Enterprise Server 3.6Solution Set BlackBerry Visto Desktop BlackBerry Enterprise Server Edition Internet Edition 3.6 Desktop redirector Yes No No for corporate e- mail Internet e-mail Yes Yes No Server-based No No Yes corporate e-mailMessaging Servers BlackBerrySupported Visto Desktop BlackBerry Enterprise Server Edition Internet Edition 3.6 Microsoft Yes Yes Yes Exchange Lotus Domino Yes Yes Yes IMAP No No No POP3 Yes Yes No
16 E-Mail SolutionsMajor Features BlackBerry Visto Desktop BlackBerry Enterprise Server Edition Internet Edition 3.6 Keyboard Devices No Research in Motion RIM (RIM) 2-Way E-mail Yes Yes Yes Synchronization Meeting Request Yes Yes Yes Handling Calendar Yes Yes Yes Synchronization Contacts Yes No No Synchronization Task No No No Synchronization Push E-mail Yes Yes Yes Scheduled Yes No No Synchronization Device Yes No No Management Access Attachment Yes No No Support Voice and E-mail Yes No No Integration Security Yes Yes Yes
E-Mail Solutions 17Mobile Operator Engagement The initial engagement of a mobile operator should occur as a presentation of the Visto Mobile Personal Edition™ (VMPE) e-mail solution by a Mobile Device Solution Specialist (MDSS) and Visto Regional Contacts. After the presentation, the contract is negotiated by MDSS and Visto with the mobile operator, the solution is deployed by MDSS with Visto, and then the Regional Operator Marketing team drives the market launch. This entire process is described in the following diagram. The agreement between Microsoft and Visto outlines the following roles and responsibilities.
18 E-Mail Solutions General Responsibilities The following table describes the general responsibilities for each organization during the engagement, launch, and maintenance processes. Organization Responsibilities Microsoft Provides endorsement, sales and marketing support, and integration into user sign-up. Provides licenses and shares technology to improve user experience. Drives adoption and helps Visto save money. Participates in revenue sharing. Builds into offerings as a ready-to-go solution. Visto Develops, runs, and manages the service. Manages billing and support for users and mobile operators either directly or through mobile operators. Arranges agreements with mobile operators with Microsoft support. Engagement Responsibilities The following table describes the mobile operator engagement responsibilities for each organization during the engagement process. Organization Responsibilities MDSS Initiates engagement with mobile operators. Involves Visto early in the mobile operators device selection cycle. Involves the Enterprise Solutions product manager and the Visto business/deployment team in the engagement with the mobile operator. Assists with a mobile operators and Regional Operator Marketing team’s go- to-market planning.
E-Mail Solutions 19(continued)Visto Regional Business Development Negotiates and obtains the appropriateand Technical Program Management signatures on the Business Agreement for branding and hosting Visto Activation Software. Provides technical due diligence during initial engagement. Provides detailed technical implementation specification for billing and provisioning integration. Acts as the primary contact for technical issues and responds to requests for technical information. Finalizes, schedules, and sends implementation and testing plan to MDSS and mobile operator. Drives implementation to plan.Mobile operator Provides required branding and technical specifications for provisioning and activation system hookup. Agrees to Business Contract and the Visto professional services contract. Launches planning and solution resource.Regional Operator Marketing teams Handles regional planning. Launches execution and engagement of the My Devices team to integrate Visto link into My Devices deployment.Monetization ModelThe agreements between Microsoft, Visto, and mobile operators allow eachorganization to benefit from subscriptions to the Visto Mobile PersonalEdition™ (VMPE). The mobile operator sees increases in the Average RevenuePer User (ARPU) due to higher data traffic. The mobile operator pays Vistosubscription fees that it collects from users based on the contract that the mobileoperator and Visto arrange. Visto pays Microsoft a percentage of the revenues itreceives as subscription fees.The mobile operator can pay Visto for user subscriptions by using one of thefollowing pricing options: • Recurring flat fee per customer per month • Revenue share • One time licensingThere is an additional fee for solution customization.Users can also directly sign up with Visto and pay a monthly or yearlysubscription fee. Of these revenues, Visto pays for two years for each user whowas referred directly to Visto by Microsoft or through a Microsoft originalequipment manufacturer (OEM) relationship.
20 E-Mail Solutions Offerings and Positioning Users can subscribe to Visto Mobile Personal Edition™ (VMPE) through their mobile operators or directly through Visto. Because of these subscription options, the following offerings and positioning should be followed when presenting these options to mobile operators. Subscription through Subscription through Visto mobile operator Description Visto website Mobile operator branded and Visto hosted offering Possible naming Visto with Microsoft Mobile operator branded Target customers Breadth and named mobile Depth mobile operators operators Positioning Visto supplied product and Complete product offering support services that and support services in a complement mobile package. Hosted and operators existing supported by Visto or the infrastructure. Minimal mobile operator. mobile operator involvement. Value proposition Easy pull through. Fast time to market with minimal up-front costs. Channels Visto Mobile operator branded: MDSS and Enterprise Mobile Solution Specialist (EMSS). Pricing model Revenue sharing Revenue sharingPoints to Remember • Users can subscribe to Visto Mobile Personal Edition™ (VMPE) through their mobile operators or directly through Visto. • Using Visto Mobile Personal Edition™ (VMPE), users can receive their corporate e-mail on their mobile devices if their desktop computers, or one of the five computers that they may have delegated their account to, are connected to the corporate messaging server. • Visto Mobile Personal Edition™ (VMPE) supports e-mail messages with attachments, Calendar, Contacts, real-time access to files on the users desktop computer, and real-time access to the user’s global address list. • There are three key components involved in any desktop redirector solution: a desktop agent, a redirector gateway, and a device client. • The gateway runs Visto Mobile Personal Edition™ (VMPE) software that acts as an Internet-based real-time message conduit between a user’s computer and a mobile device. • Visto Mobile Personal Edition™ (VMPE) uses 128-bit AES encryption end to end and maintains compliance with all major standards for delivering its protected mobile access solution over networks, on mobile devices, and on enterprise systems.
E-Mail Solutions 21• The Visto Help Desk and the Visto Technical Support Group respond to four levels of events on a Visto hosted gateway and NOC.• The startup time for mobile operators to implement Visto Mobile Personal Edition™ (VMPE) depends on the depth of integration and service requirements, and could range from 30 days to six months.• The subscription model that a mobile operator may use is based on a data plan bundle or a separate enhanced service, and is well suited for mobile professionals; small offices; home offices; and small, medium, and large enterprises.• The main components of Visto Mobile Personal Edition™ (VMPE) are desktop redirector software, a gateway that can be hosted by Visto, and device client software.• For mobile operators, Visto Mobile Personal Edition™ (VMPE) provides higher average revenue per user (ARPU) by generating subscription revenues and driving data and incremental voice traffic as users send and receive e-mail and make phone calls in response to e-mail.• Visto Mobile Personal Edition™ (VMPE) can be sold directly to users without involvement from a corporate IT department, and then these users can be seamlessly migrated to a Visto enterprise solution when desired.• Because Visto Mobile Personal Edition™ (VMPE) takes advantage of existing wireless network technologies, existing users can subscribe to the service and immediately increase a mobile operators revenue, customer retention, and network efficiencies.• Visto Mobile Personal Edition™ (VMPE) promotes increased adoption rates of data services, increased usage, and lower churn because it is easy to install and use.• Visto Mobile Personal Edition™ (VMPE) is highly valued by users while maintaining a low delivery cost for mobile operators.• The initial engagement of a mobile operator should occur as a presentation of the Visto Mobile Personal Edition™ (VMPE) e-mail solution by MDSS and Visto Regional Contacts. After the presentation, the contract is negotiated by MDSS and Visto with the mobile operator, the solution is deployed by MDSS with Visto, and then the Regional Operator Marketing team drives the market launch.
22 E-Mail SolutionsLesson 2: Hosted ExchangeIntroduction Users are taking advantage of mobile devices more today than ever before, making their mobile devices critical tools that they use on a daily basis. Wherever they are—in the office, in the car, or at the coffee shop—users need to be able to communicate quickly and efficiently with their customers. The Hosted Exchange solution can help users meet their expanding mobile communication needs and is a rich e-mail solution that offers flexible communication options through e-mail, Contacts, and Calendar. Rich e-mail can give users the tools and services they need to make their businesses more efficient and productive in a competitive world. The rich e- mail features provided by Microsoft Hosted Exchange 2003 through an Internet service provider help users minimize costs, communicate efficiently with their customers over a protected connection, and provide users with great service by staying up to date with their needs.Lesson Objectives After completing this lesson, you will be able to: Describe the Microsoft solution for Hosted Exchange. Explain the elements and metrics of the Microsoft solution for Hosted Exchange for mobile operators. Answer questions about the business benefits of the Microsoft solution for Hosted Exchange. Describe the competitive advantage of the Microsoft solution for Hosted Exchange.Solution Definition The Microsoft Solution for Hosted Exchange 2003 (Hosted Exchange) provides a hosting environment for service providers to offer scalable, rich, and basic e- mail boxes; messaging services, collaboration services, and vanity domains to small and medium businesses (SMBs) and individual consumers. Hosted
E-Mail Solutions 23Exchange is a tested, pre-engineered solution that is based on standardMicrosoft server products and includes management tools that help ensure rapidtime to market and superior service levels to users.The broad selection of services that Hosted Exchange enables service providersto offer can be accessed by users through both the Microsoft Office Outlook2003 client and the Outlook Web Access Web client on a mobile device. Thesolution also includes the ability to provide Simple Mail Transfer Protocol(SMTP) domains and mobile device synchronization. The Hosted Exchangesolution can be easily bundled with broadband or wireless services to helpservice providers differentiate their access services. Hosted Exchange supportsmultiple devices, although it works best with the Windows Mobile–baseddevices: Pocket PC and Smartphone, which have the ability to receive ShortMessage Service (SMS) notifications from Hosted Exchange 2003.The heart of the Hosted Exchange solution is the Reference Architecture Guide,which outlines the recommended architectures and best practices that enableservice providers to design and deploy an optimum configuration. The guide isavailable on the Microsoft Solution for Windows-based Hosting CD and iscoupled with the following:• Documents• Software tools, such as Microsoft Provisioning Services (MPS) for self- provisioning and delegated administration• Scripts• Reports based in Microsoft Operations Manager (MOM) that allow service providers to offer enterprise-class, rich e-mail and messaging servicesHosted Exchange provides a multiple-service environment that is based onMicrosoft Exchange Server and offers the ability to add functionality forconsumers while emphasizing reliability, availability, scalability, automation,and flexibility. The solution includes the automation framework forprovisioning as well as end-to-end management and reporting to ensure thelowest possible cost of operations.Hosted Exchange 2003 is a foundation for additional value-added services overthe network anytime, anywhere, including:• Rich e-mail (Outlook Web Access and Outlook Mobile Access)• Collaboration and productivity tools• Fax and SMS• Business contact managementHosted deployment of the Hosted Exchange solution is available.Hosted Exchange Solution FunctionalityExchange is the leading environment for managing messaging services. HostedExchange 2003 enables users to synchronize their data manually by usingscheduling sync or the always-up-to-date (AUTD) feature with SMS. Combinedwith Outlook Web Access (OWA) and Outlook Mobile Access (OMA), HostedExchange supports most devices shipping today with a rich e-mail experience.Offline synchronization is supported for Windows Mobile–based devices today.
24 E-Mail Solutions Hosted Exchange offers native support for basic mobility driven by the Hosted Exchange 2003 environment, including Fenestrae. This support includes Outlook Mobile Access Browse for both WAP 1.x and 2.x, mailbox, Calendar, Contacts, SMS notifications of new messages, and fax delivery as e-mail for mobile users. As a result, users who subscribe to a service that uses a Hosted Exchange e-mail solution can do the following: • Synchronize their Calendar and e-mail at wireless hot spots like an airport, certain coffee shops, and even certain fast-food restaurants • Schedule meetings, assign tasks, maintain their schedules, and efficiently manage their time while away from the office • Synchronize their Windows Mobile–based Pocket PC Phone Edition or Windows Mobile–based Smartphone with the latest e-mail messages and calendar items wherever they are • Have a reliable, full mobile data backup service and storage location for emergencies New Features in Hosted Exchange 2003 for the Service Provider The following table describes new features for service providers in Hosted Exchange 2003. Feature Description Monitoring and reporting Two new management packs, a utility to verify Remote Procedure Call (RPC) over HTTP connections, and an application to collect the number of active mailboxes and mailbox size usage Automated provisioning Two new Extensible Markup Language (XML) namespaces, a service plan database, and Hosted Exchange Web service methods Back-End Exchange Support for up to eight nodes of clustering, memory management improvements, and enhanced security model Front-End Exchange Use of RPC over HTTP protocol and forms-based authentication for OWA Client connectivity cached Exchange mode and data compression improves users experience by offering more granular control of how they enable features Connectivity for mobile devices ActiveSync and OMA Add-On features Operational support system (OSS)/Base Station System (BSS) add on Fax/SMS Antivirus/anti-spam Outlook Mobile Access Active/passive synchronization
E-Mail Solutions 25(continued)Plug in to rich collaborative environment Windows SharePoint™ Services andfor future services SharePoint Portal Server Microsoft Office Live Communications Server (instant messaging) Native desktop/Office integration (for example, Live Communications Server document sharing from Office applications) Digital Rights Management (restrict forwarding and printing of messages) Security (encryption/authentication) Anti-spam will be native in early 2004 Powerful application development environment and independent software vendor (ISV) community Access to and integration of additional Web servicesNew Features in Hosted Exchange 2003 for the User• Two-way e-mail synchronization• Meeting request handling• Calendar synchronization• Contacts synchronization• Scheduled synchronization• Device management access• Attachment support• Voice and e-mail integration• SecurityHow Hosted Exchange WorksDepending on the mobile device, users can access their Exchange e-mail Inbox,Calendar, Contacts, and Tasks by using either ActiveSync or OMA. WindowsMobile–based devices can use ActiveSync because they provide native supportfor the Hosted Exchange solution. Users of other devices that support WirelessMarkup Language (WML), HTML, Extensible Hypertext Markup Language(xHTML), and Compact HTML (cHTML) can use OMA to browse theirExchange Server 2003 e-mail Inbox, Calendar, Contacts, and Tasks through theWAP protocol; however, OMA does not synchronize content.Users who are using Windows Mobile–based devices can manually synchronizetheir e-mail, Calendar, Contacts, and Tasks with their Exchange Server 2003accounts, schedule synchronization at specific intervals, or they can use theAUTD service (if supported).
26 E-Mail Solutions Hosted Exchange Security The Hosted Exchange solution offers end-to-end security. During synchronization, SSL—using 128-bit encryption—is enforced so that communications among the device, gateway, and server are encrypted end to end. Roles and Responsibilities To keep a Hosted Exchange system running from the users perspective and for the mobile operator, different organizations share various activities and support responsibilities. Organization Roles and responsibilities MDSS Initially engage with mobile operator. Deliver the standard Memorandum of Understanding (MOU) for Hosted Exchange jumpstart. Engage MSN Regional Technical Program Manager, if AUTD is needed. Engage of Microsoft Partner Solution Center (MPSC) and nomination on World Wide Briefing Network. Negotiate and obtain signature on MOU. Provide licensing agreement in place with support of CS Solutions Specialist. Initiate go-to-market planning with mobile operator and Regional Operator Marketing teams. Systems Integrator (SI) and MPSC Provide technical due diligence during initial engagement, Hosted Exchange jumpstart process. Provide detailed technical implementation specification. Act as the primary contact for technical issues and respond to technical requests for information. Finish, schedule, and send the implementation and testing plan to MDSS and mobile operator. Drive implementation to plan. Mobile operator Provide required technical specifications for provisioning, service delivery, and hosting. Send agreement to MOU. Launch planning and solution resources. Regional Operator Marketing teams Initialize regional planning. Perform launch.
E-Mail Solutions 27 Tools for Mobile Operators A mobile operator that uses a Hosted Exchange solution receives a data sheet, a white paper, a Microsoft Solution for Windows-based Hosting CD (document), and a demonstration from Microsoft. Microsoft Group Solutions Support Center (GSSC) and the mobile operator will provide all tiers of user support. Pricing Options Subscription options are easy for a mobile operators customers to understand, and the options enable the customers to choose the hosted e-mail value proposition. • Monthly subscription for service • Add e-mail subscription fee to existing data plans Bundle options create new, higher-level pricing tiers for Exchange Server 2003 features, starting with basic mailbox and storage. • “Premium” data plans for messaging • Features are individually priced and independently turned on • Bundle Hosted Exchange as a premium data plan for wireless messaging solutions • New exchange features drive higher value To help choose a pricing option, a business case analysis tool is available on the Hosted Exchange website. Proposed Pricing Scenario The following tables display several proposed pricing scenarios.Service Provider Per SMB (5 Total per Per seat per users) per Per SMB per year (1,000 month month year SMB) Total cost of $7.84 $39.20 $470.40 $470,400.00 ownership (TCO)* Price $10.00 $50.00 $600.00 $600,000.00 Gross margin $2.16 $10.80 $129.60 $129,600.00 (21.6%) *Assumes 100 percent MAPI, 50 MB per mailbox, and backup
28 E-Mail SolutionsSmall and Medium Per SMB (5 Total perBusinesses Per seat per users) per Per SMB per year (1,000 month month year SMB) Small and $20.00 $100.00 $1,200.00 $1,200,000.00 medium businesses that are ready to pay per seat Potential gross $12.16 $60.80 $729.60 $729,600.00 margin (60.8%)Elements and Metrics Hosted Exchange 2003 supports Microsoft Exchange, IMAP, and POP3 messaging formats. The architecture of the Hosted Exchange solution consists of a server running Exchange Server 2003, an SMTP to SMS gateway, and a mobile device. The following table describes offer and solution components. Component Value Reference Architecture Pre-engineered, pre-tested architecture. Speeds up time to market Services from Microsoft and partners Faster and more predictable deployment (MCS and HP) Solution Support Center Prepared for contingencies Microsoft products Microsoft-proven server technology Exchange Server 2003, Windows Server Strong integration 2003, MPS, MOM, Microsoft SQL Server™, Outlook 2003 Antivirus and anti-spam from Trend Keeps productivity up Micro OSS add-on: Ensim Reseller and delegated administration enhancements Gateways: Fenestrae Additional value-added servicesSMTP to SMS Gateway The SMTP to SMS gateway is a mechanism to accept and translate incoming SMTP messages and e-mail messages to SMS by using the Short Message Peer to Peer (SMPP) protocol. After the message has been translated, it is sent to the mobile device. Exact implementation of this gateway varies between Short Message Service Center (SMSC) vendors.Mobile Device Windows Mobile–based Pocket PC and Smartphone devices have native support for the Hosted Exchange solution.
E-Mail Solutions 29Business Benefits Hosted Exchange offers unparalleled scalability to meet the changing needs of service providers and their customers, accommodating growth from a minimum of 30,000 e-mail boxes to several million e-mail boxes. For service providers who seek to address the increasingly attractive SMB market, the solution offers flexible business modeling and the tools required to deploy value-added services quickly and easily and with minimal cost. From basic e-mail service to additional storage, vanity domains, second-level domains, calendar features, and wireless access to messaging services, service providers can significantly improve TCO with each additional service added. By bundling current product offerings with services like Internet broadband access, service providers can also take advantage of the value of the services they provide and increase ARPU by as much as 25 percent or more as the perceived value of broadband offerings increases. Mobile Operator Benefits The Hosted Exchange solution is a pre-tested and scalable solution that enables mobile operators to increase the ARPU and reduce costs while offering subscribers value-added services. The single environment supports multiple services, which allows for a shared infrastructure among services for subscribers, from consumers to SMB knowledge workers. The rich set of features keep a mobile operator’s customers connected through OWA, OMA, Outlook, and POP. They also display a mobile operators branding and can be offered as part of a larger bundle.Increased Average By letting mobile operators offer subscribers "mix-and-match" services basedRevenue Per User on the Exchange Server 2003 environment, Hosted Exchange provides a unique competitive value. It also gives a mobile operator a single environment to start subscribers with basic services and up sell a higher value. For example, enhanced-mobility, rich e-mail services can be added to a Hosted Exchange solution for as low as $5 per year. Additional tools to collect and report on data for managing business are provided for mobile operators.Cost Reduction The single environment in the Hosted Exchange solution leads to economies of scale and competitiveness, which enables mobile operators to focus on product definition and sales rather than technology. The solution also scales to millions of users across thousands of domains and enables the mobile operator to customize service offerings for specific target markets. Because the automation and sample code is included, Hosted Exchange saves the cost of developing tools for centralized management.
30 E-Mail Solutions Service Provider Benefits The Microsoft Solution for Hosted Exchange is a service providers foundation for electronic messaging and collaboration services. This solution can assist service providers that are looking to address the commoditization of broadband resulting in loss of revenue and customer churn. The Microsoft Solution for Hosted Exchange allows flexible business modeling, enabling service providers to offer a broad range of messaging services that go from basic e-mail up to higher-value services, such as collaboration, calendar sharing, additional storage, enhanced security, vanity domains (second-level domains), and synchronization with mobile devices. When Hosted Exchange is bundled with broadband, it will lead to an increase in productivity and customer satisfaction, especially in the very demanding segment of SMBs and high-end consumers. The following features help make Hosted Exchange a compelling solution for service providers.Integrated Multiple- The integrated multiple-service environment increases a service providersService Environment ARPU and customer satisfaction with value-added services. Hosted Exchange is built on an integrated multiple-service environment. Microsoft Exchange Server 2003 and the Microsoft Windows Server™ 2003 Active Directory® directory service provide the foundation for a range of messaging services—including basic e-mail, collaboration applications, Web hosting, scheduling, shared contacts, storage, custom domains, and mobile device synchronization. The architecture of Hosted Exchange provides a single environment that can address multiple market segments: small and medium businesses, small office or home office users, consumers, and some enterprise organizations. With only one environment to maintain and update, a service providers administration efforts are consolidated, thereby reducing the overall cost of the solution and the service providers operational costs. The Hosted Exchange 2003 architecture uses Active Directory directory services, a key component of the Windows Server 2003 operating system, to store key user information. This directory-based central management capability facilitates adding new services to the environment and helps maximize profitability. Competitive solutions require additional engineering resources to consolidate the same types of services, incurring supplementary costs and straining internal resources. Every provider is different, and every customer is different. Hosted Exchange enables service providers to flexibly address different customer needs and ensure that they can provide differentiated service offerings today and in the future. For example, by using OWA, a service provider can develop a customized Web client with individualized branding. Hosted Exchange also includes wireless mobile device synchronization, which enables users to stay current with their Calendar, Contacts, and e-mail by using Windows Mobile– based Pocket PCs, Pocket PC Phone Edition devices, and Smartphones.