Voice Mail with UM in Microsoft® Exchange 2010Harold WongIT Pro Evangelistblogs.technet.com/haroldwong

Exchange 2007 UM: Scenarios, Use, and Customer FeedbackExchange 2010 UM: Architecture Exchange 2010 UM: FeaturesAgenda

Exchange 2007 UM ScenariosCall 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 ServicePIN reset, Record greeting, Play on Phone, OWA, OutlookOCS IntegrationVoice mail subject and importance from OC

Research and Customer FeedbackExchange 2007 UM is used most for creating call-answered voice messages and missed call notificationsMost common requests include:Built-in message waiting indicator support Personal distribution listsPrivate voice mail semanticsWider audio support on mobile clientsSpeech recognition for non-English languagesOutbound fax support

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 UMActive DirectoryTDMSIP/RTPIP PBXPhoneLDAPUnified Messaging ServerHub Transport ServerTDMFaxRTPSMTPVoIPGatewayPBXSIPRPCPhonePartner FaxEdge/FirewallOffice FrontEndServerMediation ServerTDMMailbox ServerVoIPGatewayHTTPSRPC/HTTPSClient Access ServerPBXOutlookInternetPSTNExchange ActiveSyncPhonePhoneOutlook Web AccessComputer

Call Answering RulesCall answering is UM’s most used scenario — play greeting, take messageUsers wanted more controlSpecial greetings by contactTime of day dependent behaviorCall answering rulesCondition: if it evaluates to true, then run…Greeting and Menu: collect caller's choice of…Action: transfer, "Find me" or leave message

Call Answering Rulesdemo

Participation RequiredTest Call Answering RulesPhone Number: (425) 706 3501

Message Waiting IndicatorNot supported in Exchange 2007—third party solutions requiredExchange 2010 UM supports MWI nativelyON by defaultNo new rolesAdministration:UMMailboxPolicy:AllowMessageWaitingIndicator(True|False)UM IP Gateway:MessageWaitingIndicatorAllowed(True|False)

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 sensitiveCaller may have marked the message privateSome users receive nothing but sensitive VMsExchange 2010 UM is integrated with Windows 2008 AD Rights Management ServicesSupported in Outlook Voice Access, Outlook Web Application and Outlook 2010Protected Voice Mail

Protected Voice Mail

Protected VM are just a special case of restricted e-mails: Protected Voice Messages use the Do Not Forward permissionControlled 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.Protected Voice Mail

Voice Mail Previewdemo

Participation RequiredLeave a voice messagePhone Number: (425) 706 3501After recording:Press # for message optionsPress 1, then 2 to Mark Message as Private

Preview accuracy Depends on the language (~75% for en-US)Affected by call, audio qualityAdministrationUMMailboxPolicy.AllowVoicemailPreview(True|False)UMDialPlan.DefaultLanguage(en-US|other)Transcription = CPU-intensive calculationAffects UM scalability, number of concurrent callsThrottled: UM will skip transcription if too busyEstimate ~1 VM/min/core as throughputPreview Accuracy and Scalability

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

UM voicemail on Windows Mobile 6.5 can be played inlineVoice Mail Card contains play and callback buttonMessage body contains notes and previewUM Voicemail in WM 6.5

AvailabilityExchange 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), SwedishPost Exchange RTM: Catalan, Chinese (Hong Kong), Danish, English (Canada), English (India), Finnish, Norwegian, Polish, Portuguese (Portugal), Russian Installation and Administrationsetup.com /AddUMLanguagePack:fr-fr /s:D:set-UMDialPlan DP –DefaultLanguagefr-frNeed client/server language pack on UM server in addition to the UM language pack UM Language Packs

Native inbound fax support in Exchange 2007 UMPartner fax servers for Exchange 2010 integrationPartner interoperability programFax messages formed by UM serverPartner connections are authenticated by Exchange (sender ID, receive connector, TLS)Fax Support

Exchange Unified MessagingBenefits summaryOrganization Decrease costConsolidate voice mail onto a single messaging platformNative Message Waiting Indicator announces the arrival of a new voice mail Reduce IT ManagementManage voice mail and e-mail systems from a single platformManage UM using scriptable commands and workflowsSecure confidential and private voice mailIT Optimize user productivityParse VM with Voice Mail PreviewCreate customized greetings and call transfer optionsHelp identify unfamiliar callers and their voice mailsUser

Consolidate voice mail onto a single messaging platform

Native Message Waiting Indicator announces the arrival of a new voice mail

Manage voice mail and e-mail systems from a single platform

Manage UM using scriptable commands and workflows

Secure confidential and private voice mail

Parse VM with Voice Mail Preview

Create customized greetings and call transfer options

Help identify unfamiliar callers and their voice mails

Learn More About Exchange 2010Community ResourcesTechnical ResourcesGet Hands on TrainingExchange Team BlogExchange ForumsThe New Efficiency Virtual Launch Experience TechNet Exchange Website Exchange Webcasts and Podcasts www.thenewefficiency.comhttp://technet.microsoft.com/en-us/exchange/default.aspxhttp://technet.microsoft.com/en-us/exchange/bb288465.aspxTraining Offers—Exclusive for Launch Attendees www.microsoft.com/learning/careeroffershttp://msexchangeteam.com/http://social.technet.microsoft.com/Forums/en-US/exchange2010/threads

Exchange Team Blog

Exchange Forums

The New Efficiency Virtual Launch Experience

TechNet Exchange Website

Exchange Webcasts and Podcasts

Training Offers—Exclusive for Launch Attendees

© 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.