Exchange 2010 Unified Messaging

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Exchange Server 2010 Launch Deck: Unified Messaging

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Exchange 2010 Unified Messaging

  1. 1. Voice Mail with UM in Microsoft® Exchange 2010<br />Harold Wong<br />IT Pro Evangelist<br />blogs.technet.com/haroldwong<br />
  2. 2. Exchange 2007 UM: Scenarios, Use, and Customer Feedback<br />Exchange 2010 UM: Architecture <br />Exchange 2010 UM: Features<br />Agenda<br />
  3. 3. Exchange 2007 UM Scenarios<br />Call Answering (voice and fax)<br />“You’ve reached Steve’s mailbox. I’m sorry that I can’t take your call: please leave a message…”<br />Automated Attendant<br />“Thank you for calling Contoso. Who do you want to contact? …”<br />Outlook Voice Access<br />“You have two new voice messages and twelve new e-mail messages. You have a meeting in progress in Board Room Two…”<br />Client Self Service<br />PIN reset, Record greeting, Play on Phone, OWA, Outlook<br />OCS Integration<br />Voice mail subject and importance from OC<br />
  4. 4. Research and Customer Feedback<br /><ul><li>Exchange 2007 UM is used most for creating call-answered voice messages and missed call notifications
  5. 5. Most common requests include:
  6. 6. Built-in message waiting indicator support
  7. 7. Personal distribution lists
  8. 8. Private voice mail semantics
  9. 9. Wider audio support on mobile clients
  10. 10. Speech recognition for non-English languages
  11. 11. Outbound fax support</li></li></ul><li>Exchange 2010 UM<br />Active Directory<br />TDM<br />SIP/RTP<br />IP PBX<br />Phone<br />LDAP<br />Unified Messaging Server<br />Hub Transport Server<br />TDM<br />Fax<br />RTP<br />SMTP<br />VoIP<br />Gateway<br />PBX<br />SIP<br />RPC<br />Phone<br />Partner Fax<br />Edge/Firewall<br />Office FrontEnd<br />Server<br />Mediation <br />Server<br />TDM<br />Mailbox Server<br />VoIP<br />Gateway<br />HTTPS<br />RPC/HTTPS<br />Client Access Server<br />PBX<br />Outlook<br />Internet<br />PSTN<br />Exchange <br />ActiveSync<br />Phone<br />Phone<br />Outlook Web Access<br />Computer<br />
  12. 12. Call Answering Rules<br />Call answering is UM’s most used scenario — play greeting, take message<br />Users wanted more control<br />Special greetings by contact<br />Time of day dependent behavior<br />Call answering rules<br />Condition: if it evaluates to true, then run…<br />Greeting and Menu: collect caller&apos;s choice of…<br />Action: transfer, &quot;Find me&quot; or leave message<br />
  13. 13. Call Answering Rules<br />demo <br />
  14. 14. Participation Required<br />Test Call Answering Rules<br />Phone Number: (425) 706 3501<br />
  15. 15. Message Waiting Indicator<br /><ul><li>Not supported in Exchange 2007—third party solutions required
  16. 16. Exchange 2010 UM supports MWI natively
  17. 17. ON by default
  18. 18. No new roles
  19. 19. Administration:
  20. 20. UMMailboxPolicy:
  21. 21. AllowMessageWaitingIndicator(True|False)
  22. 22. UM IP Gateway:
  23. 23. MessageWaitingIndicatorAllowed(True|False)</li></li></ul><li>Some voice messages are sensitive<br />Caller may have marked the message private<br />Some users receive nothing but sensitive VMs<br />Exchange 2010 UM is integrated with Windows 2008 AD Rights Management Services<br />Supported in Outlook Voice <br /> Access, Outlook Web Application <br /> and Outlook 2010<br />Protected Voice Mail<br />
  24. 24. Protected Voice Mail<br />
  25. 25. Protected VM are just a special case of restricted e-mails: <br />Protected Voice Messages use the Do Not Forward permission<br />Controlled via UM Mailbox Policy:<br />ProtectUnauthenticatedVoiceMail(All|Private|None)<br />ProtectAuthenticatedVoiceMail(All|Private|None)<br />AllowVoiceResponseToOtherMessageTypes(True|False)<br />RequireProtectedPlayOnPhone(True|False)<br />Note: Transport protection rules have no effect on voice messages.<br />Protected Voice Mail<br />
  26. 26. Voice Mail Preview<br />demo <br />
  27. 27. Participation Required<br />Leave a voice message<br />Phone Number: (425) 706 3501<br />After recording:<br />Press # for message options<br />Press 1, then 2 to Mark Message as Private<br />
  28. 28. Preview accuracy <br />Depends on the language (~75% for en-US)<br />Affected by call, audio quality<br />Administration<br />UMMailboxPolicy.AllowVoicemailPreview(True|False)<br />UMDialPlan.DefaultLanguage(en-US|other)<br />Transcription = CPU-intensive calculation<br />Affects UM scalability, number of concurrent calls<br />Throttled: UM will skip transcription if too busy<br />Estimate ~1 VM/min/core as throughput<br />Preview Accuracy and Scalability<br />
  29. 29. Playing UM voicemail on Windows® Mobile 6.1<br />Requires opening Windows Media Player separately <br />UM Voicemail in WM 6.1<br />
  30. 30. UM voicemail on Windows Mobile 6.5 can be played inline<br />Voice Mail Card contains play and callback button<br />Message body contains notes and preview<br />UM Voicemail in WM 6.5<br />
  31. 31. Availability<br />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<br />Post Exchange RTM: Catalan, Chinese (Hong Kong), Danish, English (Canada), English (India), Finnish, Norwegian, Polish, Portuguese (Portugal), Russian <br />Installation and Administration<br />setup.com /AddUMLanguagePack:fr-fr /s:D:<br />set-UMDialPlan DP –DefaultLanguagefr-fr<br />Need client/server language pack on UM server in addition to the UM language pack <br />UM Language Packs<br />
  32. 32. Native inbound fax support in Exchange 2007 UM<br />Partner fax servers for Exchange 2010 integration<br />Partner interoperability program<br />Fax messages formed by UM server<br />Partner connections are authenticated by Exchange (sender ID, receive connector, TLS)<br />Fax Support<br />
  33. 33. Exchange Unified MessagingBenefits summary<br />Organization<br /> Decrease cost<br /><ul><li>Consolidate voice mail onto a single messaging platform
  34. 34. Native Message Waiting Indicator announces the arrival of a new voice mail</li></ul> Reduce IT Management<br /><ul><li>Manage voice mail and e-mail systems from a single platform
  35. 35. Manage UM using scriptable commands and workflows
  36. 36. Secure confidential and private voice mail</li></ul>IT<br /> Optimize user productivity<br /><ul><li>Parse VM with Voice Mail Preview
  37. 37. Create customized greetings and call transfer options
  38. 38. Help identify unfamiliar callers and their voice mails</li></ul>User<br />
  39. 39. Learn More About Exchange 2010<br />Community Resources<br />Technical Resources<br />Get Hands on Training<br /><ul><li>Exchange Team Blog
  40. 40. Exchange Forums
  41. 41. The New Efficiency Virtual Launch Experience
  42. 42. TechNet Exchange Website
  43. 43. Exchange Webcasts and Podcasts </li></ul>www.thenewefficiency.com<br />http://technet.microsoft.com/en-us/exchange/default.aspx<br />http://technet.microsoft.com/en-us/exchange/bb288465.aspx<br /><ul><li>Training Offers—Exclusive for Launch Attendees </li></ul>www.microsoft.com/learning/careeroffers<br />http://msexchangeteam.com/<br />http://social.technet.microsoft.com/Forums/en-US/exchange2010/threads<br />
  44. 44. © 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.<br />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.<br />

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