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  • Appendix A: Implementing Unified Messaging Course 10135A Presentation: 60 minutes Lab: 60 minutes After completing this module, students will be able to: Describe telephony Describe Unified Messaging Configure Unified Messaging Required materials To teach this module, you need the Microsoft® Office PowerPoint® file 10135A_XA.ppt. Important: It is recommended that you use PowerPoint 2002 or a later version to display the slides for this course. If you use PowerPoint Viewer or an earlier version of PowerPoint, all the features of the slides might not be displayed correctly. Preparation tasks To prepare for this module: Read all of the materials for this module. Practice performing the demonstrations and the lab exercises. Work through the Module Review and Takeaways section, and determine how you will use this section to reinforce student learning and promote knowledge transfer to on-the-job performance. Note about the demonstrations : To prepare for the demonstrations, start the 10135A-VAN-DC1 virtual machine and log on to the server before starting the other virtual machines. To save time during the demonstrations, log on to the Exchange servers and open the Exchange Server management tools before starting the demonstrations. Additionally, connect to the Microsoft® Outlook Web App site on the Exchange servers, and then log on as Administrator. It can take more than a minute to open the management tools and Outlook Web App for the first time. Make sure that students are aware that the Course Companion CD has additional information and resources for the module.
  • Appendix A: Implementing Unified Messaging Course 10135A
  • Appendix A: Implementing Unified Messaging Course 10135A
  • Many Exchange Server administrators may not be familiar with telephone systems or telephony concepts. This lesson provides an overview so that students understand the concepts well enough to start implementing the Unified Messaging server role. Appendix A: Implementing Unified Messaging Course 10135A
  • This is a very important topic so spend some time discussing telephony-system components. This terminology also describes Unified Messaging components, so the students should understand how the terms are used for telephony, but also how they may be used differently in Unified Messaging. Appendix: Implementing Unified Messaging Course 10135A
  • Most large organizations have implemented a PBX phone system. In these organizations, students will need to integrate the Unified Messaging server deployment with the PBX, so it is important that students understand the PBX types. The integration plan will vary depending on the PBX that an organization deploys. Appendix A: Implementing Unified Messaging Course 10135A
  • Ensure that students understand the role of the Voice over IP (VoIP) gateway in converting between two incompatible networks. Spend some time discussing the table that the student content provides, which describes the scenarios where a VoIP gateway is required. Appendix A: Implementing Unified Messaging Course 10135A
  • Describe the IP-based protocols used for Unified Messaging. Appendix A: Implementing Unified Messaging Course 10135A
  • Appendix A: Implementing Unified Messaging Course 10135A
  • Use this topic to explain Unified Messaging. After you have provided the overview, ask students if they think their organizations will have any need for this technology. Ask students what their time frame would be for implementing this solution. Mention the following new Microsoft Exchange Server® 2010 Unified Messaging features: Call answering Additional language support included in Microsoft® Office Outlook® Voice Access Enhancements to name lookup from caller ID Voice mail preview Messaging Waiting Indicator Missed call and voice mail notifications using text messaging (Microsoft® Systems Management Server) Protected voice mail Built-in Unified Messaging administrative roles Call answering rules (Personal Auto Attendant) Appendix A: Implementing Unified Messaging Course 10135A
  • Describe how the Unified Messaging server interacts with the other components in a complete Unified Messaging deployment. Most important, explain that because the Unified Messaging server role works between the telephony system and the other Exchange Server roles, it must communicate with both systems. Appendix A: Implementing Unified Messaging Course 10135A
  • This topic describes the communication flow between the Unified Messaging server role and other Exchange Server 2010 server roles and domain controllers (Active Directory® Domain Services and Active Directory directory service). Students should understand the dependencies that the Unified Messaging server role has on other server roles. Appendix A: Implementing Unified Messaging Course 10135A
  • Unified Messaging servers can interact with the telephony system in several different ways. This topic provides an overview of the calls that Unified Messaging servers can answer. Mention that call handling is a core Unified Messaging component. Appendix A: Implementing Unified Messaging Course 10135A
  • List the features that Office Outlook Voice Access provides. Highlight that Outlook Voice Access provides another client that users can use to access their mailboxes. Compare the Outlook Voice Access features to the other available clients, such as traditional e-mail clients and ActiveSync® clients. Ask students if Office Outlook Voice Access would be an important component in their organization’s decision to implement Unified Messaging. Appendix A: Implementing Unified Messaging Course 10135A
  • Use the slide associated with this topic to describe the Unified Messaging communication flow for incoming phone messages. Mention that the communication flow when organizations use systems such as Outlook Voice Access or Personal Auto Attendant are much the same as in PBX. However, PBX just routes the phone calls to the VoIP gateway. The Unified Messaging server handles these situations differently. Appendix A: Implementing Unified Messaging Course 10135A
  • Explain to students that you can integrate Unified Messaging with Office Communications Server (OCS) 2007 R2. This integration provides more functionality for both Unified Messaging and OCS users. Highlight the benefits of integrating the two communication tools. Appendix A: Implementing Unified Messaging Course 10135A
  • Address the Unified Messaging requirements when a company operates in an international environment. You need to consider language packs so the users receive their local language. Additionally, you must ensure that the default language is the local language. Therefore, you might have the requirement to place more Unified Messaging servers to satisfy local language needs. Appendix A: Implementing Unified Messaging Course 10135A
  • Appendix A: Implementing Unified Messaging Course 10135A
  • This topic provides an overview of installing Unified Messaging. Mention that this lesson will discuss each of the installation steps in more detail, and that students will implement these steps in the exercise at the lesson’s end. Appendix A: Implementing Unified Messaging Course 10135A
  • Consider demonstrating Unified Messaging components as you discuss them. Most of the features that the next several topics discuss likely will be new to the students, so it is important to show them the interface where they configure the features. Before demonstrating the components, you must install the Unified Messaging server role on a Microsoft Exchange Server® 2007 server. Appendix A: Implementing Unified Messaging Course 10135A
  • Compare a Unified Messaging IP gateway with a network’s default gateway. In both cases, the IP gateway sets an exit and entrance point on the network. For Unified Messaging servers, the Unified Messaging IP gateway is used to gain access to a PBX. Demonstrate how to configure a Unified Messaging IP gateway. Appendix A: Implementing Unified Messaging Course 10135A
  • The easiest way to describe a hunt group is to use the example of a sales department or help desk. Everyone is familiar with the idea of calling one number and having any one of several people answer the call. Hunt group is the term that describes this functionality. Demonstrate how to configure a hunt group. Question: Is it possible to create a Unified Messaging hunt group without an available Unified Messaging IP Gateway? Answer: No. A Unified Messaging hunt group always links to a specific Unified Messaging IP gateway, so you cannot create a hunt group without an available IP gateway. Appendix A: Implementing Unified Messaging Course 10135A
  • Compare a Unified Messaging mailbox policy to other mailbox policies, such as storage-limit policies or Messaging Records Management (MRM) policies. In each case, you use the policy to configure settings once and then to apply the settings across a large number of mailboxes. Demonstrate how to configure a Unified Messaging mailbox policy. Appendix A: Implementing Unified Messaging Course 10135A
  • The auto attendant service enables voice clients to search the global address list (GAL) for users and to connect to the users through phone or e-mail. Stress that the Unified Messaging Auto Attendant is an optional Exchange Server 2010 Unified Messaging component that provides functionality different from the features discussed so far. Then describe an Automated Attendant object, and demonstrate how to create and configure the object. Appendix A: Implementing Unified Messaging Course 10135A
  • Call-answering rules enable users to customize messages for phone users. Appendix A: Implementing Unified Messaging Course 10135A
  • In this lab, students will configure Unified Messaging features and verify Unified Messaging functionality. Exercise 1 Inputs: Students will be provided with instructions for configuring the Unified Messaging features. Outputs: Students will configure the following Unified Messaging features: Install the Unified Messaging server role Install an additional language pack Dial plan Unified Messaging gateway Unified Messaging policies Before the students begin the lab, read the scenario associated with each exercise to the class. This will reinforce the broad issue that the students are troubleshooting and will help to facilitate the lab discussion at the module’s end. Remind the students to complete the discussion questions after the last lab exercise. Appendix A: Implementing Unified Messaging Course 10135A
  • Appendix A: Implementing Unified Messaging Course 10135A
  • Use the questions on the slide to guide the debriefing after students complete the lab exercises. Question : What Unified Messaging features does Exchange Server 2010 provide? Answer : Exchange Server 2010 provides call answering, subscriber access, Outlook Voice Access, Play on Phone, voice-mail preview, protected voice mail, and call-answering rules. Question : Which Exchange Server 2010 Unified Messaging components do you need to configure before you can use Unified Messaging? Answer : You must configure the dial plan, hunt group, IP gateway, and mailbox policy. Question : What do you do to support other languages in Unified Messaging? Answer : Install the requisite language packs. Appendix A: Implementing Unified Messaging Course 10135A
  • Review Questions Question: If your company already implemented Microsoft Office Communication Server 2007 R2 and connected OCS to the PBX, do you need an additional IP PBX for Exchange Server 2010 Unified Messaging ? Answer: No. You can use the PBX connection that was configured in OCS 2007 R2. Question: Users want to ensure that private voice mails are protected. Does Exchange Server 2010 Unified Messaging have a feature to do this? Answer: Yes. Exchange Server 2010 includes protected voice mail, which enables users to send private mail that Microsoft Rights Management Services (RMS) protects. Users are then restricted to forwarding, copying, or extracting the voice file from mail. It increases the confidentiality of Unified Messaging , and users can rely on Unified Messaging if they want to limit their audience. Common Issues and Troubleshooting Tips Point the students to possible troubleshooting tips for the issues that this section presents. Best Practices Help the students understand the best practices that this section presents. Ask students to consider these best practices in the context of their own business situations. Tools Point out the location from which each key tool can be installed. Let students review the function and usage of each tool on their own. Remind students that they can use this as a master list to help them gather all the tools required to facilitate their application support work. Appendix A: Implementing Unified Messaging Course 10135A

10135 a xa 10135 a xa Presentation Transcript

  • Appendix A Implementing Unified Messaging
  • Appendix Overview
    • Overview of Telephony
    • Introducing Unified Messaging
    • Configuring Unified Messaging
  • Lesson 1: Overview of Telephony
    • Types of Telephone Systems
    • Components of a Telephony System
    • Types of PBXs
    • What Is a VoIP Gateway?
    • Unified Messaging Protocols
  • Types of Telephone Systems Phone System Description Centrex
    • Organization leases several lines from the phone company
    • All calls are switched at the phone company central office
    Key Telephone System
    • Each phone line connects to multiple telephones in the organization
    • All the phones associated with the line ring
    Private Branch Exchange (PBX)
    • PBX switches telephone calls on the customer premises
    • Each user has a unique extension
  • Components of a Telephony System Components of a telephony system include:
    • Direct Inward Dialing (DID)
    • Dial plan
    • Hunt group
    • Pilot number
    • Coverage path
    • Call transfer
  • Types of PBXs PBX Type Description Analog
    • Sends voice and signaling information as actual analog sounds
    Digital
    • Encodes analog sound into a digital format
    IP PBX
    • Uses packet switching to carry voice conversations over data networks
    • Acts as a gateway between telephone and data networks
    Hybrid PBX
    • Provides both digital and IP PBX capabilities
  • What Is a VoIP Gateway? VoIP gateway converts traditional circuit-switching protocols into packet-switched protocols
    • Circuit-switched networks use a dedicated connection between two network devices, such as phones
    • Packet-switched networks divide each data message into packets that are sent to their destination and reassembled
    • VoIP enables IP-based networks as the transmission medium for telephone calls
  • Unified Messaging Protocols Protocol Description Session Initiation Protocol (SIP)
    • Signaling protocol used to create, manipulate, and disconnect interactive communication sessions on an IP network
    Real-Time Transport Protocol (RTP)
    • Protocol used to transmit streaming voice or video data over an IP network
    Unified Messaging Web Services
    • IP-based network communication between a client, the Unified Messaging server, the Client Access server, and computers running other Exchange Server 2010 server roles
  • Lesson 2: Introducing Unified Messaging
    • What Is Unified Messaging?
    • Overview of Unified Messaging Communications
    • Server Communications for Unified Messaging
    • Call-Answering Features of Unified Messaging
    • Outlook Voice Access Features
    • How Unified Messaging Works with a VoIP Gateway
    • Integrating Unified Messaging with OCS 2007 R2
    • International Requirements for Unified Messaging
  • What Is Unified Messaging? Unified Messaging features include:
    • Call answering
    • Outlook Voice Access
    • Play on Phone
    • Voice mail preview
    • Protected voice mail
    • Call answering rules (Personal Auto Attendant)
    Unified Messaging combines voice messaging and e-mail messaging into one store that is accessible from a telephone and a computer
  • Overview of Unified Messaging Communications Directory Server Mailbox Server Unified Messaging IP Gateway IP PBX PBX External Phones Internal Phones Unified Messaging Server Exchange Server (CAS/HT) Client
  • Server Communications for Unified Messaging Unified Messaging servers communicate with:
    • Active Directory domain controllers to locate user mailboxes and subscriber information
    • The Mailbox server role to access subscribers’ personal greetings and the contents of their mailboxes
    • The Hub Transport server role to send messages with voice mail or fax attachments
    • The Client Access server role when messaging clients need to communicate with the Unified Messaging server using SIP
  • Call-Answering Features of Unified Messaging The Unified Messaging server can accept the following types of calls:
    • Voice messages are captured as MIME messages and routed to the Mailbox server using SMTP
    • Outlook Voice Access calls provide prompts for Unified Messaging users to access their mailboxes
    • Auto attendant calls provide prompts for users to locate and call Unified Messaging users
  • Outlook Voice Access Features With Outlook Voice Access, users can:
    • Listen to new and saved e-mail and voice-mail messages
    • Forward, reply, save, and delete e-mail and voice messages
    • Review, accept, or decline meetings
    • Locate users in the global address list and send messages
    • Change their PINs, spoken names, or greetings
  • How Unified Messaging Works with a VoIP Gateway Domain Controller Hub Transport, Client Access, and Mailbox Server Unified Messaging Server 3 1 4 2 PBX VoIP Gateway
  • Integrating Unified Messaging with OCS 2007 R2 OCS 2007 R2 provides:
    • Instant messaging
    • Presence information
    • Web conferencing
    • Audio conferencing
    • VoIP telephony
    • Response Group service
    You can integrate Unified Messaging with OCS 2007 R2 to provide access to messaging and voice functionality using both messaging and OCS clients
  • International Requirements for Unified Messaging
    • Copies the language prompts that will be used to configure Unified Messaging dial plans and auto attendants
    • Allows the Text-To-Speech (TTS) engine to read messages when Outlook Voice Access users access their Inbox.
    • Enables Automated Speech Recognition (ASR) for speech-enabled Unified Messaging dial plans and auto attendants for the language installed.
    Unified Messaging provides language packs to satisfy international requirements for Unified Messaging Available language packs include: German, Spanish, French, Japanese, and more A language pack adds the following:
    • Copies the language prompts used to configure Unified Messaging dial plans and auto attendants
    • Allows the Text-To-Speech (TTS) engine to read messages when Outlook Voice Access users access their inboxes
    • Enables Automated Speech Recognition (ASR) for speech-enabled Unified Messaging dial plans and auto attendants
  • Lesson 3: Configuring Unified Messaging
    • Process for Installing Unified Messaging
    • What Is a Unified Messaging Dial Plan?
    • What Is a Unified Messaging IP Gateway?
    • What Is a Unified Messaging Hunt Group?
    • What Is a Unified Messaging Mailbox Policy?
    • What Is a Unified Messaging Auto Attendant?
    • Rules for Call Answering
  • Process for Installing Unified Messaging Create a Unified Messaging hunt group 4 Install the Unified Messaging server role 1 Create a Unified Messaging IP gateway 3 Configure a Unified Messaging mailbox policy 5 Enable mailboxes for Unified Messaging 6 Create a Unified Messaging dial plan 2 Create an auto attendant 7
  • What Is a Unified Messaging Dial Plan? Unified Messaging dial plans:
    • Are used to link user mailboxes to their extension numbers
    • Are used to configure default settings such as greetings, dial codes, and languages
    • Are managed using the Exchange Management Shell or the Exchange Management Console
    You need at least one Unified Messaging dial plan, and that dial plan requires a Unified Messaging server and an associated Unified Messaging IP gateway
  • What Is a Unified Messaging IP Gateway? Unified Messaging IP gateways:
    • Are managed using the Exchange Management Shell or the Exchange Management Console
    • Can be disabled to drop all calls or stop receiving new calls
    A Unified Messaging IP gateway is an Active Directory container object that logically represents a physical VoIP gateway or IP-PBX device
  • What Is a Unified Messaging Hunt Group? Unified Messaging hunt groups:
    • Are logical representations of an existing PBX hunt group to link IP gateways and dial plans
    • Are used to locate the PBX hunt group
    • Are managed using the Exchange Management Shell or the Exchange Management Console
  • What Is a Unified Messaging Mailbox Policy? You can specify:
    • Dial plan
    • Maximum greeting length
    • Login attempts before the password is reset
    • PIN restrictions
    • Restrictions on international calling
    • Protected voice-mail settings
    Unified Messaging mailbox policies apply configuration settings for Unified Messaging–enabled users
  • What Is a Unified Messaging Auto Attendant? Auto attendants provide:
    • Corporate or informational greetings
    • Custom corporate menus
    • A directory search function
    • The ability to connect to the telephone of organizational members
    Auto attendants let callers navigate through a voice-menu system to locate, and place calls to, users in the organization
  • Rules for Call Answering Call answering rules provide users with more control over their personal call answering system with features such as special greetings by contact or time of day Call answering rules include:
    • Conditions: If it evaluates to true, then run
    • A greeting and menu: Collect caller’s menu selection
    • Actions: Transfer, “Find me,” or leave message
    Configure call answering rules in Outlook Web App or Outlook 2010
  • Lab: Implementing Unified Messaging
    • Exercise 1: Installing and Configuring Unified Messaging Features
    Logon information Estimated time: 60 minutes Virtual machines 10135A-VAN-DC1 10135A-VAN-EX1 10135A-VAN-EX2 User name Administrator Password Pa$$w0rd
  • Lab Scenario
    • You are a messaging administrator for A. Datum Corporation. Your organization has deployed Exchange Server 2010. Your users expect to have voice access to their mailboxes, so you must enable this feature and configure Unified Messaging.
    • Additionally, many native German speakers work at A. Datum, so you need to install the German language pack so that they also can use Unified Messaging.
  • Lab Review
    • What Unified Messaging features does Exchange Server 2010 provide?
    • Which Exchange Server 2010 Unified Messaging components do you need to configure before you can use Unified Messaging?
    • What do you do to support other languages in Unified Messaging?
  • Module Review and Takeaways
    • Review Questions
    • Common Issues and Troubleshooting Tips
    • Best Practices
    • Tools