Exchange 2010 Unified Messaging

Voice Mail with UM in Microsoft® Exchange 2010
Harold Wong
IT Pro Evangelist
blogs.technet.com/haroldwong

Exchange 2007 UM: Scenarios, Use, and Customer Feedback
Exchange 2010 UM: Architecture
Exchange 2010 UM: Features
Agenda

Exchange 2007 UM Scenarios
Call Answering (voice and fax)
“You’ve reached Steve’s mailbox. I’m sorry that I can’t take your call: please leave a message…”
Automated Attendant
“Thank you for calling Contoso. Who do you want to contact? …”
Outlook Voice Access
“You have two new voice messages and twelve new e-mail messages. You have a meeting in progress in Board Room Two…”
Client Self Service
PIN reset, Record greeting, Play on Phone, OWA, Outlook
OCS Integration
Voice mail subject and importance from OC

Research and Customer Feedback
Exchange 2007 UM is used most for creating call-answered voice messages and missed call notifications
Most common requests include:
Built-in message waiting indicator support
Personal distribution lists
Private voice mail semantics
Wider audio support on mobile clients
Speech recognition for non-English languages
Outbound fax support

Exchange 2010 UM
Active Directory
TDM
SIP/RTP
IP PBX
Phone
LDAP
Unified Messaging Server
Hub Transport Server
TDM
Fax
RTP
SMTP
VoIP
Gateway
PBX
SIP
RPC
Phone
Partner Fax
Edge/Firewall
Office FrontEnd
Server
Mediation
Server
TDM
Mailbox Server
VoIP
Gateway
HTTPS
RPC/HTTPS
Client Access Server
PBX
Outlook
Internet
PSTN
Exchange
ActiveSync
Phone
Phone
Outlook Web Access
Computer

Call Answering Rules
Call answering is UM’s most used scenario — play greeting, take message
Users wanted more control
Special greetings by contact
Time of day dependent behavior
Call answering rules
Condition: if it evaluates to true, then run…
Greeting and Menu: collect caller's choice of…
Action: transfer, "Find me" or leave message

Call Answering Rules
demo

Participation Required
Test Call Answering Rules
Phone Number: (425) 706 3501

Message Waiting Indicator
Not supported in Exchange 2007—third party solutions required
Exchange 2010 UM supports MWI natively
ON by default
No new roles
Administration:
UMMailboxPolicy:
AllowMessageWaitingIndicator(True|False)
UM IP Gateway:
MessageWaitingIndicatorAllowed(True|False)

Some voice messages are sensitive
Caller may have marked the message private
Some users receive nothing but sensitive VMs
Exchange 2010 UM is integrated with Windows 2008 AD Rights Management Services
Supported in Outlook Voice
Access, Outlook Web Application
and Outlook 2010
Protected Voice Mail

Protected VM are just a special case of restricted e-mails:
Protected Voice Messages use the Do Not Forward permission
Controlled via UM Mailbox Policy:
ProtectUnauthenticatedVoiceMail(All|Private|None)
ProtectAuthenticatedVoiceMail(All|Private|None)
AllowVoiceResponseToOtherMessageTypes(True|False)
RequireProtectedPlayOnPhone(True|False)
Note: Transport protection rules have no effect on voice messages.

Voice Mail Preview
demo

Participation Required
Leave a voice message
Phone Number: (425) 706 3501
After recording:
Press # for message options
Press 1, then 2 to Mark Message as Private

Preview accuracy
Depends on the language (~75% for en-US)
Affected by call, audio quality
Administration
UMMailboxPolicy.AllowVoicemailPreview(True|False)
UMDialPlan.DefaultLanguage(en-US|other)
Transcription = CPU-intensive calculation
Affects UM scalability, number of concurrent calls
Throttled: UM will skip transcription if too busy
Estimate ~1 VM/min/core as throughput
Preview Accuracy and Scalability

Playing UM voicemail on Windows® Mobile 6.1
Requires opening Windows Media Player separately
UM Voicemail in WM 6.1

UM voicemail on Windows Mobile 6.5 can be played inline
Voice Mail Card contains play and callback button
Message body contains notes and preview
UM Voicemail in WM 6.5

Availability
Exchange RTM: English (US), Chinese (PRC), Chinese (Taiwan), Dutch, English (Australia), English (UK), French (Canada), French (France), German, Italian, Japanese, Korean, Portuguese (Brazil), Spanish (Spain), Spanish (Mexico), Swedish
Post Exchange RTM: Catalan, Chinese (Hong Kong), Danish, English (Canada), English (India), Finnish, Norwegian, Polish, Portuguese (Portugal), Russian
Installation and Administration
setup.com /AddUMLanguagePack:fr-fr /s:D:
set-UMDialPlan DP –DefaultLanguagefr-fr
Need client/server language pack on UM server in addition to the UM language pack
UM Language Packs

Native inbound fax support in Exchange 2007 UM
Partner fax servers for Exchange 2010 integration
Partner interoperability program
Fax messages formed by UM server
Partner connections are authenticated by Exchange (sender ID, receive connector, TLS)
Fax Support

Exchange Unified MessagingBenefits summary
Organization
Decrease cost
Consolidate voice mail onto a single messaging platform
Native Message Waiting Indicator announces the arrival of a new voice mail
Reduce IT Management
Manage voice mail and e-mail systems from a single platform
Manage UM using scriptable commands and workflows
Secure confidential and private voice mail
IT
Optimize user productivity
Parse VM with Voice Mail Preview
Create customized greetings and call transfer options
Help identify unfamiliar callers and their voice mails
User

Learn More About Exchange 2010
Community Resources
Technical Resources
Get Hands on Training
Exchange Team Blog
Exchange Forums
The New Efficiency Virtual Launch Experience
TechNet Exchange Website
Exchange Webcasts and Podcasts
www.thenewefficiency.com
http://technet.microsoft.com/en-us/exchange/default.aspx
http://technet.microsoft.com/en-us/exchange/bb288465.aspx
Training Offers—Exclusive for Launch Attendees
www.microsoft.com/learning/careeroffers
http://msexchangeteam.com/
http://social.technet.microsoft.com/Forums/en-US/exchange2010/threads

© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Exchange 2010 Unified Messaging

by Harold Wong on Nov 01, 2009

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