Appendix AImplementing Unified Messaging
Appendix OverviewOverview of TelephonyIntroducing Unified MessagingConfiguring Unified Messaging
Lesson 1: Overview of TelephonyTypes of Telephone SystemsComponents of a Telephony SystemTypes of PBXsWhat Is a VoIP Gateway?
Types of Telephone Systems
Phone SystemDescriptionCentrexOrganization leases several lines from the phone companyAll calls are switched at the phone company central officeKey Telephone SystemEach phone line connects to multiple telephones in the organizationAll the phones associated with the line ringPBXPBX switches telephone calls on the customer premisesEach user has a unique extension
Components of a Telephony SystemComponents of a telephony system include:DIDDial planHunt groupPilot numberCoverage pathCall transfer
Types of PBXs
PBX TypeDescriptionAnalogSends voice and signaling information as actual analog soundsDigitalEncodes analog sound into a digital formatIP PBXUses packet switching to carry voice conversations over data networksActs as a gateway between telephone and data networksHybrid PBXProvides both digital and IP PBX capabilities
What Is a VoIP Gateway?VoIP gateway converts traditional circuit-switching protocols into packet-switched protocols
Lesson 2: Introducing Unified MessagingWhat Is Unified Messaging?Unified Messaging ProtocolsOverview of Unified Messaging CommunicationsServer Communications for Unified MessagingCall-Answering Features of Unified MessagingOutlook Voice Access FeaturesHow Unified Messaging Works with a VoIP GatewayExchange Server 2010 SP1 Changes Supporting Unified MessagingIntegrating Unified Messaging with Lync Server 2010International Requirements for Unified Messaging
What Is Unified Messaging?Unified Messaging features include:Call answeringOutlook Voice AccessPlay on PhoneVoicemail previewProtected voicemailCall answering rules (Personal Auto Attendant)Unified Messaging combines voice messaging and email messaging into one store that is accessible from a telephone and a computer
Unified Messaging Protocols
ProtocolDescriptionSIPSignaling protocol used to create, manipulate, and disconnect interactive communication sessions on an IP networkRTPProtocol used to transmit streaming voice or video data over an IP networkUnified Messaging Web ServicesIP-based network communication between a client, the Unified Messaging server, the Client Access server, and computers running other Exchange Server 2010 server roles
Overview of Unified Messaging CommunicationsDirectoryServerMailboxServerUnifiedMessaging IPGatewayIP PBXPBXExternalPhonesInternalPhonesUnifiedMessagingServerExchange Server(CAS/HT)
Server Communications for Unified MessagingUnified Messaging servers communicate with:Active Directory domain controllers to locate user mailboxes and subscriber informationThe Mailbox server role to access subscribers personal greetings and the contents of their mailboxesThe Hub Transport server role to send messages with voicemail or fax attachmentsThe Client Access server role when messaging clients need to communicate with the Unified Messaging server using SIP
Call-Answering Features of Unified MessagingThe Unified Messaging server can accept the following types of calls:Voice messages are captured as MIME messages and routed to the Mailbox server using SMTPOutlook Voice Access calls provide prompts for Unified Messaging users to access their mailboxesAuto attendant calls provide prompts for users to locate and call Unified Messaging users
Outlook Voice Access FeaturesWith Outlook Voice Access, users can:
How Unified Messaging Works with a VoIP GatewayDomainControllerHub Transport,Client Access,and MailboxServerUnified Messaging Server3142PBXVoIPGateway
ExchangeServer2010SP1 Changes Supporting Unified Messaging
Integrating Unified Messaging with Lync Server 2010Integrating Exchange 2010 with Lync 2010 provides:A single inbox for communicationsInstant messaging and presence informationWeb and audio video conferencingVoIP telephonyOutlook Web App integrationYou can integrate Unified Messaging with Lync Server 2010 to provide access to messaging and voice functionality using both messaging and Lync clients
International Requirements for Unified MessagingUnified Messaging provides language packs to satisfy international requirements for Unified MessagingWith Exchange Server 2010 SP1, more than 25 language packs are availableA language pack adds the following:Copies the language prompts used to configure Unified Messaging dial plans and auto attendants Allows the TTS engine to read messages when Outlook Voice Access users access their inboxesEnables ASR for speech-enabled Unified Messaging dial plans and auto attendants
Lesson 3: Configuring Unified MessagingProcess for Installing Unified MessagingWhat 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 MessagingCreate a Unified Messaging hunt group 4
What Is a Unified Messaging Dial Plan?Unified Messaging dial plans:Are used to link user mailboxes to their extension numbersAre used to configure default settings such as greetings, dial codes, and languagesAre managed using the Exchange Management Shell, Exchange Management Console, or the Exchange Control PanelYou need at least one Unified Messaging dial plan, which 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, Exchange Management Console, or Exchange Control Panel Can be disabled to drop all calls or stop receiving new callsA 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 plansAre used to locate the PBX hunt groupAre managed using the Exchange Management Shell, Exchange Management Console or the ECP
What Is a Unified Messaging Mailbox Policy?You can specify:Dial planMaximum greeting lengthLogin attempts before the password is resetPIN restrictionsRestrictions on international callingProtected voicemail settingsUnified Messaging mailbox policies apply configuration settings for Unified Messagingenabled users
What Is a Unified Messaging Auto Attendant?Auto attendants provide:Corporate or informational greetingsCustom corporate menusA directory search functionThe ability to connect to the telephone of organizational membersAuto attendants let callers navigate through a voice-menu system to locate, and place calls to, users in the organization
Rules for Call AnsweringCall answering rules provide users with more control over their personal call answering system with features such as special greetings by contact or time of dayCall answering rules include: Conditions: If it evaluates to true, then run
A greeting and menu: Collect callers menu selectionActions: Transfer, Find me, or leave messageConfigure call answering rules in Outlook Web App or Outlook 2010
Lab: Implementing Unified MessagingExercise 1: Installing and Configuring Unified Messaging FeaturesLogon informationEstimated time: 60 minutes
Lab ScenarioYou 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 ReviewWhat 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 TakeawaysReview QuestionsCommon Issues and Troubleshooting TipsBest PracticesTools
Appendix A: Implementing Unified MessagingCourse 10135B*Presentation: 60 minutesLab: 60 minutesAfter completing this module, students will be able to:Describe telephonyDescribe Unified MessagingConfigure Unified Messaging
Required materialsTo teach this module, you need the Microsoft Office PowerPoint file 10135B_XA.ppt.Important: It is recommended that you use PowerPoint 2002 or a newer 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 tasksTo 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 10135B-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 the