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Implementing Unified Messaging

Implementing Unified Messaging. Joseph Blanchard Joseph Mancuso S. Paul Petroski. What is Unified Messaging?. Anytime, anywhere access to all your messages from any device Get all messages – voice, fax, and e-mail via the telephone, wireless device, or computer anytime.

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Implementing Unified Messaging

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  1. Implementing Unified Messaging Joseph Blanchard Joseph Mancuso S. Paul Petroski

  2. What is Unified Messaging? • Anytime, anywhere access to all your messages from any device • Get all messages – voice, fax, and e-mail via the telephone, wireless device, or computer anytime

  3. Take Control of Communications • Keep mobile workers connected • Improve customer satisfaction • Increase efficiency • Realize a fast Return on Investment (ROI) • Natural extension of electronic mail

  4. Three Flavors Available • Server Based • All messages (voice, fax, & e-mail) are placed into a single server, the e-mail server • Access to voice messages using familiar e-mail clients (desktop, web, or PDA) • Client Based • Voice & fax remain on separate servers, e-mail remains on the e-mail server • Common access to these messages is through a common e-mail client that accesses both e-mail inbox and voice inbox on voice server • Simple Based • Copies of voice & fax messages are sent to the users at a specified e-mail address as an attachment • The true messages remain on the voice & fax servers

  5. Flexibility is the Key • Before purchasing any unified messaging system, consider three elements: • What is the functionality you are trying to gain? • The solution must function in your existing environment as well as any new environments that may come with system upgrades • Evaluate what the impact will be on your existing enterprise systems as you add these new solutions

  6. Know Your Options • Be aware of choices in the market • Evaluate numerous systems • Compare functionality offered by each vendor • What is the impact to your organization once deployed (support, helpdesk, maintenance)? • Not all users need the same set of features.

  7. HISTORY • Centrex 5ESS customer-6,000 Analog lines • Traditional Voice Mail System-Octel Aria Signature 250, 3,600 Mailboxes • Microsoft Exchange 2003 environment for Email

  8. NEW AVST SYSTEM • CallXpress Version 7.80 • Features: • Unlimited storage • Unified Messaging • Enhanced Communication

  9. Lessons Learned • Plan, Plan & then Plan more!! • Involve all your vendors • Allow enough time to transition • Clean up data before you convert • Communicate to end users, over & over • Get more than ½ day of training • Phase in the implementation

  10. Lessons Learned Continued • Provide FAQs for end users • Don’t under estimate the issues with change

  11. Staff Involved • Clerical staff • Voice Mail Administrator • Senior Email Administrator • Unified Messaging Vendor • Local Telephone Vendor • Management

  12. Technology Issues • Server that communicates with the PBX must be connected to the LAN that supports the site’s e-mail system • Ensure current e-mail system meets the minimum software requirements • LDAP must be enabled on e-mail server • Ensure text-to-speech conversion channels are enabled • Ensure correct network protocols are to communicate with the e-mail server • Depending on the e-mail features you require, you may need additional memory on the server between the PBX and the e-mail system. • Ensure the telephone vendor has the proper wiring configuration required for the SMDI link (Centrex application) • Ensure that new system emulates commands from previous system for user-friendly operation.

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