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Appendix A Implementing Unified Messaging

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  1. Appendix A Implementing Unified Messaging

  2. Appendix Overview Overview of Telephony Introducing Unified Messaging Configuring Unified Messaging

  3. 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

  4. Types of Telephone Systems

  5. 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

  6. Types of PBXs

  7. What Is a VoIP Gateway? • 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 VoIP gateway converts traditional circuit-switching protocols into packet-switched protocols

  8. Unified Messaging Protocols

  9. 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

  10. What Is Unified Messaging? Unified Messaging combines voice messaging ande-mail messaging into one store that is accessible from a telephone and a computer Unified Messaging features include: • Call answering • Outlook Voice Access • Play on Phone • Voice mail preview • Protected voice mail • Call answering rules(Personal Auto Attendant)

  11. Overview of Unified Messaging Communications Client Unified Messaging IP Gateway Unified Messaging Server Directory Server IP PBX PBX Exchange Server (CAS/HT) Mailbox Server Internal Phones External Phones

  12. 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

  13. 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

  14. Outlook Voice Access Features • 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 With Outlook Voice Access, users can:

  15. How Unified Messaging Works with a VoIP Gateway 1 Unified Messaging Server PBX VoIP Gateway 2 3 4 Hub Transport, Client Access, and Mailbox Server Domain Controller

  16. Integrating Unified Messaging with OCS 2007 R2 You can integrate Unified Messaging with OCS 2007 R2 to provide access to messaging and voice functionality using both messaging and OCS clients OCS 2007 R2 provides: • Instant messaging • Presence information • Web conferencing • Audio conferencing • VoIP telephony • Response Group service

  17. International Requirements for Unified Messaging Unified Messaging provides language packs to satisfy international requirements for Unified Messaging A language pack adds the following: • 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. • 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 Available language packs include: German, Spanish, French, Japanese, and more

  18. 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

  19. Process for Installing Unified Messaging 1 Install the Unified Messaging server role 2 Create a Unified Messaging dial plan 3 Create a Unified Messaging IP gateway 5 Configure a Unified Messaging mailbox policy 6 7 Enable mailboxes for Unified Messaging Create an auto attendant 4 Create a Unified Messaging hunt group

  20. 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

  21. What Is a Unified Messaging IP Gateway? A Unified Messaging IP gateway is an Active Directory container object that logically represents a physical VoIP gateway or IP-PBX device 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

  22. 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

  23. What Is a Unified Messaging Mailbox Policy? Unified Messaging mailbox policies apply configuration settings for Unified Messaging–enabled users 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

  24. What Is a Unified Messaging Auto Attendant? Auto attendants let callers navigate through a voice-menu system to locate, and place calls to, users in the organization Auto attendants provide: • Corporate or informational greetings • Custom corporate menus • A directory search function • The ability to connect to the telephone of organizational members

  25. 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

  26. Lab: Implementing Unified Messaging Exercise 1: Installing and Configuring Unified Messaging Features Logon information Estimated time: 60minutes

  27. 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.

  28. 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?

  29. Module Review and Takeaways Review Questions Common Issues and Troubleshooting Tips Best Practices Tools