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How Microsoft IT Architected and Deployed Unified Communications. Jonathan R. Lewis Sr. IT Manager, Australia Microsoft Corporation. Microsoft IT Purpose. Be Microsoft’s first and best customer Ensure security of Microsoft’s digital assets

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How Microsoft IT Architected and Deployed Unified Communications

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How microsoft it architected and deployed unified communications l.jpg

HowMicrosoft IT Architected and Deployed Unified Communications

Jonathan R. LewisSr. IT Manager, AustraliaMicrosoft Corporation


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Microsoft IT Purpose

  • Be Microsoft’s first and best customer

  • Ensure security of Microsoft’s digital assets

  • Drive productivity of our customers, clients, and partners

  • Run a world class information technology (IT) environment


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Single Instance SAP

(1.5Tb Db)

Microsoft IT Data

120,000 e-mail server accounts

300,000+ PCs and devices

  • Apps

  • Single Instance SAP

  • 1,371LOB apps

  • Devices

  • 300K PCs

  • 10K data centre servers

  • 10K network devices

  • Incident Mgmt

  • 90K help desk calls/month

  • 7K infrastructure Service Requests/month

  • 6K changes/month

Dublin

Redmond

Silicon Valley

  • Monthly Remote Access

  • 45K RAS

  • 49K OWA

  • 18K RPC over http

Singapore

92,000 end users

89 countries

MSIT supports over 400 sites globally; 25% Internet connected only

3M+ e-mail messages per day internally,

10M externally; 8M filtered out

99.99% availability

7,000,000 remote connections/month


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Before (Live Communication Server 2005)...


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Central Resource Forest Design


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Remote User and Federated Access

  • Enhanced Federation

  • Public IM Connection

  • RemoteAccess (no VPN)

  • Communicator Web Access


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After (Office Communication Server 2K7)...


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Regional Pool Topology


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MS IT OCS Topology

  • LCS Corp deployment was a single EE Pool for all global users.

  • Chose Regional model for OCS (Redmond, Dublin, Singapore)

    • Improved performance for regional users

      • Especially for Audio and Video

      • Web Components and Conferencing

      • Remote Access

      • Provisioning Still Automated

    • Also lays foundation for global business continuance and disaster recovery strategy


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Business and IT Benefits

  • Information worker within Microsoft saves approx 68min (3%) per week thru use of OCS/Communicator

  • High availability and low operating cost with Enterprise Edition pool-based regionally managed system

    • >99.9

    • 3 dedicated FTE to support

    • Low user/ticket ratio

  • Single Identity management system using AD

  • Secure IM

    • Single client for all IM contacts via PIC and Federation

    • Intelligent IM Filter provides simple protection

      • Against malware, links, attachments

      • Insure Intellectual Property stays internal


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MS IT Deployment Overview

  • Regional Deployments

  • Exchange UM for voicemail

  • EE, CE and SE Topologies

  • Parallel OCS and LCS deployment

  • Not Just the Corp deployment

    • Converting our MMS LCS Customers to OCS

    • New MMS customers will be hosted on OCS


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UC Planning Considerations

  • Regional site PBX requirements

  • Local dial plan interrogation

  • Gateway requirements

  • User Communication

  • Exchange UM Integration

  • UC Routing (Location Profiles)

  • Network traffic planning

  • Mediation Server placement


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Site Selection Considerations

  • Deploy to countries where regulatory and homologation hurdles are cleared for gateway and VoIP deployments.

  • Site has adequate bandwidth for added UC users (Peer to Peer), and Client to Mediation Server.

  • Device availability (Catalina or Tanjay)

  • PBX has spare QSIG T1/E1 ports for gateway connectivity

  • Users

    • Basic phone users with PSTN phone number


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UC Telephony Scenarios


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Gateway + Mediation Servers

  • SIP Gateway

    • Translate SIP/RTP to/from circuit switched telephony protocols

  • Mediation Server

    • Interfaces with a SIP gateway

    • Intermediates SIP signaling interactions

      • TLS/SRTP  SIP/RTP

    • Transcoding of codec

      • RT Audio  G.711

    • Media flows between OCS 2007 network and the SIP gateway

  • Deploy Gateway and Mediation Server at a 1:1 ratio

    • Install Reskit / Admin tools

    • Useful to have Netmon installed on server for troubleshooting


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Mediation Server Deployment Datacenter vs Branch Office

  • Data Center a good choice when…

    • High bandwidth w/ QoS between DC and Branch Office

    • Low Latency between DC and Branch office

    • No server hardware support at Branch office

  • Branch Office good choice when…

    • 120 Kbps per call network bandwidth not available

    • High number of users on system


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Helpful UC Tools


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Per user calculation

Type of usage is important when planning

Consider the whole path end to end


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Other Network Considerations

  • Delay

    • Engineer to less than a mean of 150 ms

  • Loss

    • up to 10% can be handled without significant problems

  • Connectivity

    • The clients can connect through pretty well all common networks


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Troubleshooting Serverside

  • Post Install Server Validation Wizard

  • OCS MOM Packs for Operations Manager 2005 and 2007

  • OCS Logging Tool

    • Replacement for Flatfile logging

  • Best Practice Analyzer

  • Perfmon for trending and quick health checks


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Troubleshooting Clientside

  • Install Client with Logging enabled where possible, especially during pilot

    • Very useful to understanding client issues

    • Some Privacy and Compliance concerns


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Steps to Isolate Voice Quality Issue:

Get a clear definition of the issue. Is it reproducible consistently.

Did anything change recently – new devices, new environment “Anything at all”

Which end is the problem

Network parameters to consider – Jitter, Packet loss, Delay, Bandwidth

Touch points for Media

Device (Hard phone/Soft phone)

Computer/Laptop

Mediation Server

Media Gateway

PSTN network/Mobile Operator

Install Ethereal or Netmon on Mediation servers

Voice Troubleshooting


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Lessons Learned

  • Important to drive synergies between all teams (Networking, Telephony, Messaging and UC) early.

  • Lack of telephone number standardization caused delays in enabling users.

  • Wireless can be problematic.

  • Live Meeting without wired power can cause issues.

  • Using voice from other enterprise locations causes RTP to go over TCP, firewalls typically only allow 443 or 80 which causes audio to go over 443 via TCP.

  • Legacy network hubs / switches can cause poor audio.

  • Slower laptop CPU’s can be problematic with UC audio and RoundTable, especially when Recording.


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Gateway Lessons Learned

  • Choose good partners

  • Provide site deployment plans early and often to Gateway Vendor so that delays in homologation don’t hinder deployments.

  • Bring up T1/E1 2 weeks prior to deployment

  • Standardize on tie line interfaces between the PBX and UC (i.e. QSIG)


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Deployment Challenges

  • Dial Plans are located in UC, PBX, Gateways and Exchange UM

  • Not all Telco carriers are created equal

    • Each country is different for T1/E1 configuration

    • Variable length phone numbers

    • Outbound Caller ID variants

    • Inconsistent, inbound Caller ID can impersonate internal users if it matches the length and range of an internal extension.

  • Users that require advanced PBX features are impacted.


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Best Practices

  • Infrastructure

    • Standardize gateway hardware

    • Deploy in phases

    • Ensure a crisp and well thought out enablement process

  • End User

    • Create strong communications package

    • Standardize user devices

    • Introduce users to the softphone concept

    • End user training/preparation

    • Helpdesk preparation


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