Unified Messaging in Exchange Online Dedicateddownload.microsoft.com/download/F/7/2/F72C8008-08FC-42FC...Overview Unified Messaging (UM) is the integration of various forms of electronic

Unified Messaging Feature Guide

Office 365 Dedicated & ITAR-Support Plans

Revised: August 27, 2013

© 2013 Microsoft Corporation. All rights reserved.

Unified Messaging in Exchange Online Dedicated

IT Professional & Customer Service Desk Feature Guide

Unified Messaging in Exchange Online © 2013 Microsoft Corporation. All rights reserved.

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About this guide 4

In scope topics 4

Out of scope topics 4

Exchange Server, Exchange Unified Messaging (UM), & Lync Product Fundamentals 4

Support for Exchange 2007 4

Unsupported UM Functionality 4

What’s New 5

What is Unified Messaging? 6

Overview 6

UM Reference Material 8

Understanding Unified Messaging Features (Microsoft TechNet) ........................................................................................... 8

Managing Unified Messaging Users (Microsoft TechNet) ........................................................................................................ 8

Managing Unified Messaging Components (Microsoft TechNet) ............................................................................................. 9

Establishing a Unified Messaging environment within Office 365 9

UM Deployment & Initial Provisioning 10

Infrastructure Requirements 11

Establishing Auto Attendants 11

Use of Language Packs 12

Voice Mail Preview Activation 12

Co-existence & Migration Considerations 13

Provisioning Lync Online Clients 13

Administration within the Unified Messaging environment 14

Administration Roles and Responsibilities 14

System Level Provisioning 15

User Level Self-Service Administration 16

Supporting the Unified Messaging environment 17

Technical Support Roles and Responsibilities 17

Appendix A: Unified Messaging Terms & Definitions 18


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About this guide

In scope topics

The Unified Messaging (UM) implementation specifically for the dedicated and ITAR-support plans of Office 365

for enterprises is described within this guide. The following topics are included:

An overview of UM functionality within Exchange Online

How to establish a UM environment using an on-premises Lync Server or Lync Online

Administration of a UM environment

Supporting a UM environment

Additional resources

Out of scope topics

Exchange Server, Exchange Unified Messaging (UM), & Lync Product Fundamentals

The functional aspects of Exchange Server and Exchange Unified Messaging (UM) within Office 365 for enterprises

are similar to an on-premises implementation. Any customer interested in utilizing the UM feature within Office 365

is expected to have a good understanding of the features and administrative responsibilities of Exchange products.

Similarly, customers utilizing the Lync client with either Lync Server on-premises or Lync Online are expected to be

familiar with the functional aspects of these products. Information describing unique Exchange and Lync feature

implementations, best practices, troubleshooting steps, and tools used within Office 365 for enterprises will be

presented.

Support for Exchange 2007

The UM offering for Office 365 is not supported within an online instance of Exchange 2007. Lync interaction with,

or the use of, Exchange UM within Exchange 2007 will not be addressed.

Unsupported UM Functionality

Any UM features or integration with external systems listed as not supported in the Microsoft Exchange Online for

Enterprises Dedicated Plans Service Description are not described within this guide.

Note: Not all generally available documentation produced by Microsoft for Exchange UM is applicable for

the dedicated and ITAR-support plan offerings of Office 365 for enterprises. Documentation simply

labeled Office 365 for enterprises may only pertain to the multi-tenant version of Office 365. Content

accessible via links provided within this guide and via links shown within the Exchange Online page of the

Release Documentation and Training Material area of the Office 365-D/ITAR Customer Extranet site

are reliable sources.

https://sharepoint.partners.extranet.microsoft.com/sites/MMS%20Knowledge%20Base/Release%20Docs/Exchange/Exchange%20Rel%20Docs.htm



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What’s New

This latest release of the feature guide contains the following updates:

Removed limitation regarding Information Rights management (IRM) protection of voice messages

Removed limitation regarding use of Play on Phone feature

Added section describing infrastructure requirements including forest trust, SSL certificate generation

Added updates describing expanded customer self-service capabilities to accommodate IP gateway and

UM dial plan management


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What is Unified Messaging?

Overview

Unified Messaging (UM) is the integration of various forms of electronic messaging and communications media

technologies (e.g. e-mail and voice mail systems) into a single information management solution which offers access

to content using a variety of devices and applications. Within the Unified Messaging model of the dedicated and

ITAR-support plans of Office 365 for enterprises (referred to as O365-D/ITAR within the balance of this

document), the Exchange Online service is capable of providing UM support for a Lync Enterprise Voice deployment

involving either a customer premises Lync® Server environment or the Lync® Online service offered within

O365-D/ITAR. The diagram below illustrates the typical components for an on-premises Lync Server configuration

supported by Exchange Online.

For a Lync Online implementation, all Lync Server components are located within the Office 365 data center

environment.


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The UM environment includes common Lync components and a VoIP Gateway to provide caller access from the

Public Switched Telephone Network (PSTN) to the on-premises Lync environment. The Lync Edge server acts as a

VoIP-aware network border element to relay VoIP traffic to and from the public network. One or more Lync Edge

Servers may exist to support Lync users outside of the corporate network.

The initial UM release offered within the Exchange Online service of O365-D/ITAR provides hosted voice mail

support. E-mail and voice mail messages are delivered to a single mailbox that can be accessed via Outlook, Outlook

Web App, a Lync client, mobile devices, or a standard telephone through Outlook Voice Access. Organizational or

personal auto attendant functionality is available to route callers to specific Lync or telephony endpoints. Spoken

email, audible interaction with calendar elements, directory search, and outbound calling also are part of the voice

integrated UM experience. The following is a complete list of UM voice mail features available to O365-D/ITAR

Exchange Online customers:

Delivery of voice mail to an Exchange Online mailbox

Voice mail preview (speech-to-text transcript) *

Voice mail form to play voice messages

Play on Phone (ability to dynamically establish a connection to a phone to play a message)

Outlook Voice Access allowing the use of voice commands to interact with the Inbox and Calendar or to

perform a directory search to initiate an outbound call, group addressing, and sending a voice message

Organizational auto attendants (automated responses and call-tree functionality presented to callers)

Personal auto attendant (use of call answering rules to forward a call to another telephony end point based

upon user defined criteria)

Information Rights Management (IRM) protected voicemail

User self-service administration of select features (Call Answering Rules, PIN Reset, Greetings, Outlook Voice

Access, Voice Mail Preview, Notifications)

Multiple language support (26 languages available) *

* Limitations apply as described in the Microsoft Exchange Online for Enterprises Dedicated Plans Service Description. See also

additional information described in the sections below.


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UM Reference Material

To gain familiarity with the UM capabilities of Exchange Server and the Hosted Voice Mail feature, the following

resources are available:

Understanding Unified Messaging Features (Microsoft TechNet)

Represents lead article for all UM features. Note the following features are not supported within the release

of UM for the O365-D/ITAR plans (i.e. Microsoft TechNet documentation for these features is not applicable):

Connectivity with other PBX and IP PBX configurations

FAX support

Message Waiting Indicator

Missed Call and Voice Mail Notifications Using SMS

Managing Unified Messaging Users (Microsoft TechNet)

Represents lead article containing links to UM user administration articles including the following:

Enabling/disabling a UM user

Configuring UM mailbox policy on a user mailbox

Enabling/disabling call answering rules

PIN security

Note: Use of the Protected Voice Mail feature requires Information Rights Management (IRM)

infrastructure within the customer premises and Office 365 environments. After these requirements have

been met, a Configuration Request can be placed with a Microsoft Service Delivery Manager to activate

the Protected Voice Mail feature.

Notes:

1. Within the UM offering for O365-D/ITAR plans, only the Set-UMMailbox cmdlet is exposed to allow

UM management functions to be performed; the use of the Set-Mailbox cmdlet to perform

administrative functions is not permitted.

2. Only an Exchange Administrator (not a user) can enable or disable UM for a user.

http://technet.microsoft.com/en-us/library/bb124240

http://technet.microsoft.com/en-us/library/aa996734


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Managing Unified Messaging Components (Microsoft TechNet)

Represents lead article containing links to UM system administration articles covering the following:

Managing UM organizational level auto attendants (including configuring the Language Setting on a

UM Auto Attendant child article)

Managing UM dial plans (including configuring the Default Language on a UM Dial Plan child article)

Managing UM mailbox policy

Managing IP gateways

Managing UM hunt groups

Establishing a Unified Messaging environment within Office 365 A Unified Messaging implementation for the O365-D/ITAR plans of Exchange Online can be established for Lync clients

associated with either an on-premises Lync Server environment or the O365-D/ITAR version of Lync Online. For either

implementation, a minimum of Exchange Online Dedicated Plan 2D is required as described in the Microsoft Exchange

Online for Enterprises Dedicated Plans Service Description. The balance of this section addresses the steps to initiate the

activation of UM within Exchange Online, configure Lync Server on premises or Lync Online to interact with UM, and

the characteristics of a co-existence environment (Exchange configuration involving a combination of users on

Exchange Online and an on-premises Exchange Server environment).

Note: Actions involving the association or removal of UM servers with dial plans require placement of a

Configuration Request with a Microsoft Service Delivery Manager.

Note: To interconnect an on-premises Lync Server environment with Exchange Online, the involvement

of customer technical staff familiar with telephony terminology and capable of performing configuration

changes within either the Lync Server, associated telephony equipment of the on-premises environment,

and the IP network of the customer is required. Interconnecting Lync Online with Exchange Online (both

services within O365-D/ITAR) is fully managed by the service delivery teams of Microsoft Online Services.



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UM Deployment & Initial Provisioning

The activation of UM is managed by the Deployment Program Management team of Microsoft Online Services.

Following customer commitment to implement Lync on-premises or Lync Online, a Deployment Program Manager

(DPM) will assist with gathering all information required to establish a UM environment for a specific customer. An

overview of the steps performed by the customer and Microsoft for each Lync implementation type are described

below.

Deployment & Initial Provisioning Process Tasks

Task Ownership

Lync On-Premises

Implementation

(customer managed)

Lync Online

Implementation

(Microsoft managed)

1. Complete environment discovery questionnaire and

provide to Microsoft Online Services for verification of

prerequisites

Customer Customer

2. Create required Active Directory security groups for Role

Based Access Control (RBAC) Customer Customer

CO

RE F

UN

CT

ION

ALIT

Y

3. Establish connectivity between Lync front end server and

Office 365 Active Directory server Customer Microsoft

4. Establish connectivity between Lync servers (front end,

mediation, and edge) and Exchange Online UM

environment

Customer Microsoft

5. Activate UM within Exchange Online and include customer

selected language packs Microsoft Microsoft

6. Confirm Lync client connectivity to Exchange Online UM

environment Customer Customer

7. Establish outbound calling capability from UM

environment via IP network infrastructure (support for

transfer to operator extension, personal auto attendant,

and manual external call initiation)

Customer Microsoft

8. Verify all UM core feature functionality Customer Customer

9. Apply additional UM configuration settings

(organizational level auto attendants, dial plans, mailbox

policy, IP gateway, hunt groups)

Customer Customer

10. Associate UM servers with dial plans Microsoft Microsoft

11. Enable users Customer Customer

Documentation describing UM implementation details for any custom steps (i.e. deviation from standard product

documentation release) for the tasks listed above will be provided by the Microsoft DPM. Best practices and

supplemental information related to feature settings and configurations are described in the balance of this section.


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Infrastructure Requirements

Prior to performing administrative steps to establish a UM environment, several infrastructure requirements must

be met. During the discovery phase for a UM deployment, a Microsoft DPM will assist with clarifying requirements

for the following areas:

Lync Server version and required Cumulative

Update (CU)

SSL certificate source (generated by a public

certificate authority)

Lync Client version Required user security groups

Existence of a forest trust between the

on-premises and Office 365 environments

Round-trip time maximum transmission delay of

300 milliseconds between all Lync devices and

the Office 365 UM servers. Required open UDP and TCP ports for Lync

Establishing Auto Attendants

Two types of auto attendants are available within UM: organizational and personal. The organizational auto

attendants provide an ability for a caller to hear automated announcements, select options to route their call to a

desired destination, or search for a particular individual. A personal auto attendant (implemented as Call

Answering Rules via the Outlook Web App interface to UM) allows an end user to set specific call management

actions for specific incoming call types.

The creation of an organizational auto attendant requires careful planning and implementation. Detailed

information can be found within Understanding Unified Messaging Auto Attendants, Unified Messaging Auto

Attendant Call Processing, and Managing UM Auto Attendants. Customers are advised to utilize their Microsoft

Premier Support agreement if assistance is required.

See Administration within the Unified Messaging environment below for a description of the procedures to

manage personal auto attendant functionality.

Note: Within the O365-D/ITAR plans, only the Remote PowerShell option can be used to configure an

organizational auto attendant.

http://technet.microsoft.com/en-us/library/bb124724.aspx





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Use of Language Packs

The UM feature within Exchange Online offers the ability to present pre-recorded prompts, text-to-speech

language translation, and automatic speech recognition in several languages. For the UM offering of the O365-

D/ITAR plans, four (4) additional language packs in addition to the base English language pack (en-US) can be

added to the UM environment. Language pack selection can be made at the time of initial deployment or post

deployment. A Microsoft Service Delivery Manager can assist with the process to request the installation of a

specific language pack. Additional information regarding UM language packs can be found in Understanding

Unified Messaging Languages. Included are links to articles describing how to configure UM languages for dial

plans (which affect Outlook Voice Access and default auto attendant settings), how to customize an auto attendant

to use a specific language pack, and language options for the Voice Mail Preview feature.

Voice Mail Preview Activation

The Voice Mail Preview feature can be enabled or disabled for users associated with a UM mailbox policy. Enabling

this setting allows users to receive the text of a voice mail in the message body of an e-mail message. If this option

is disabled on the UM dial plan, Voice Mail Preview will not be available to users associated with the UM mailbox

policy. See Enable or Disable Voice Mail Preview on a UM Mailbox Policy for additional information. As described in

the Language Packs section above, only a subset of the UM language packs are capable of supporting the Voice

Mail Preview feature. If the feature is enabled, the ability for a user to turn the functionality on/off within their

account is described within the User Level Self-Service Administration section.

Note: Only a subset of the UM language packs are capable of supporting the Voice Mail Preview feature

of UM. Refer to the TechNet article cited above for additional information.



http://technet.microsoft.com/en-us/library/dd335199.aspx


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Co-existence & Migration Considerations

When users of an organization are distributed between Exchange Server environments existing on-premises and

within Exchange Online, this hybrid configuration is known as coexistence. Within the O365-D/ITAR plans, a

coexistence configuration is a temporary state which represents the period of time to migrate all on-premises users

to the online environment following Service Acceptance. Only users with an assigned Exchange Online mailbox are

able to have UM functionality within Exchange Online. The ability for interaction between the Exchange Online UM

server and an on-premises UM server is not provided.

When an Exchange 2007 or Exchange 2010 on-premises UM enabled mailbox is migrated to Exchange Online, the

following conditions apply:

Migration FAQ Answer

1. Will all voice mails in the mailbox be migrated?

Yes

2. Will user’s voice mail greeting be migrated?

Yes

3. Will user’s spoken name be migrated?

Yes

4. Will user’s voice mail PIN be migrated?

No

5. Does the admin have to manually UM-disable the mailbox before migration?

Yes

6. Does the admin have to manually UM-enable the mailbox after migration?

Yes

Provisioning Lync Online Clients

Subscribers for the Lync Online service of O365-D/ITAR are provisioned using the Microsoft Managed Solutions

Service Provisioning Provider (MMSSPP) tool. When specific user object extension attributes are configured within

the on-premises Active Directory, these attributes are propagated by MMSSPP to the managed Active Directory

within Office 365.

For Lync Online, Active Directory attributes representing an Entitlement Bitmap (Lync or Office Communicator client

features that should be enabled/disabled for a specific Lync Online user) and an Entitlement String (telephone

number and other telephony attributes of the user) are supported. Both attributes are associated with the

Enterprise Voice feature of Lync Online. For additional information, see the Office 365 Dedicated and ITAR-support

Plans Provisioning Handbook held within the Release Documentation and Training Materials area of the O365-

D/ITAR Customer Extranet site – see the MMSSPP & Provisioning Tools landing page.

https://sharepoint.partners.extranet.microsoft.com/sites/MMS%20Knowledge%20Base/Release%20Docs/MMSSPP/MMSSPP%20Rel%20Docs.htm


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Administration within the Unified Messaging environment

Administration Roles and Responsibilities

Following the initial deployment phase for UM, the customer is responsible for either (a) utilizing self-service tools

to apply a feature or perform an administrative function or (b) initiating a Configuration Request (CR) to implement

a specific UM feature. The following table lists typical administrative functions and the required implementation

actions:

Administrative Function or

Scenario

Customer

(self-

service)

Microsoft

(Configuration

Request)Notes

Role Based Access Control (RBAC)

enabled tasks managed via

PowerShell

See UM section of Self-Service

Administration Feature Guide available

on the Exchange Online landing page of

the Customer Extranet site.

Generating and configuring UM

dial plans

See Managing Unified Messaging

Components summary.

Generating, configuring, and

modifying UM mailbox policies

See Managing Unified Messaging Users

summary.

Enabling and disabling a UM users See Managing Unified Messaging Users

summary.

Creating, configuring, and

modifying organizational auto

attendant


Components summary.

Generating and configuring UM IP

gateway objects and hunt groups


Components summary.

Association or removal of UM

servers with dial plans

Submit Configuration Request

UM language pack installation and

removal

Submit Configuration Request

Setting default language pack for

dial plans and auto attendants


Components summary.

Setting & resetting user PIN See Managing Unified Messaging Users

summary.

Administration of personal

preferences:

Call Answering Rules

(a.k.a. personal auto

attendant)

PIN Reset

Greetings

Outlook Voice Access

Voice Mail Preview

Notifications

See Managing Unified Messaging Users

summary and User Level Self-Service

Provisioning section below.




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System Level Provisioning

Within the O365-D/ITAR plan offerings, UM provisioning is managed using PowerShell. A PowerShell script pack,

provided by Microsoft Online Services, includes a collection of .ps1 files capable of performing the following system

level functions:

Enabling a single UM mailbox

Disabling a single UM mailbox

Bulk enabling UM mailboxes

The Administration Scripts Package (scripts and usage instructions) is available on the Exchange Online landing page

of the O365-D/ITAR Customer Extranet site.

Note: Specific RBAC roles and security groups are required to execute remote PowerShell cmdlets. See

UM deployment documentation provided by the Microsoft DPM to understand which groups need to be

created.

Important: Customers are encouraged to use the scripts within the script pack provided by Microsoft

Online Services to reduce the potential for UM provisioning errors and also to realize the benefits of

automated provisioning. The scripts are generic and are expected to be usable in all customer

environments. If errors occur when a script is executed, the content of the script should be used as an

example to create a customized script for a particular customer environment. Microsoft Online Services

provides the UM provisioning scripts as a convenience to O365-D/ITAR customers without warranty,

expressed or implied.



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User Level Self-Service Administration

Users can configure and/or modify personal UM settings using the user interface provided via Outlook Web App.

Exposed features include the following:

Call Answering Rules (personal auto attendant)

PIN Reset

Greetings

Outlook Voice Access

Voice Mail Preview

To access the personal feature management user interface, a user can access their Exchange Online mailbox via

Outlook Web App and click on the options illustrated below.

The configuration options for the user are self-explanatory on the Voice Mail options page. Additional user

assistance feature information can be found within Introduction to Microsoft Exchange Unified Messaging.

Notes: The Outlook Web App display also may show the text messaging Notifications feature – this

feature is not enabled within O365-D/ITAR.

http://office.microsoft.com/en-us/outlook-help/introduction-to-microsoft-exchange-unified-messaging-HA010355601.aspx


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Supporting the Unified Messaging environment

Technical Support Roles and Responsibilities

From a support perspective, the following represents an overview of the UM support roles and responsibilities

involving the customer and Microsoft Online Services Support:

Support Area Customer Microsoft

UM mailbox (including mailbox policies) and UM user issues

UM server maintenance within Office 365 environment

Lync Online system support within

Office 365 dedicated or ITAR-support plan environment

(if Lync Online solution is used)

On-premises Lync Server infrastructure support

(if Lync on-premises solution is used)

Within the Microsoft Support site, troubleshooting articles exist for UM technical issues which may arise. The

following is a partial list of available support articles:

Platform wide Unified Messaging service issues

(e.g. Outlook Voice Access not working across multiple dial plans (fast busy or dead air), call

transfers/forwards not working, UM Auto Attendant not answering, or voice mail messages not being

delivered to multiple mailboxes)

Receive error indicating phone number is already in use when attempting to enable a Unified Messaging

mailbox

User is locked out of Exchange 2010 Unified Messaging

User reports no Unified Messaging voice mail messages in mailbox or voice mail is not accessible over the

phone

To retrieve relevant UM support articles, use the following link to access content held within support.microsoft.com

that are tagged for O365-D/ITAR:

http://support.microsoft.com/search/default.aspx?mode=a&spid=global&ast=25&catalog=LCID%3d1033&x=0&y=

0&query=kb%20%22online%20dedicated%22%20unified%20messaging

If the issue experienced cannot be resolved using the troubleshooting articles within the Microsoft Support site, the

Exchange Online Unified Messaging Diagnostic Tools material for O365-D/ITAR can be referenced. The package

contains information describing troubleshooting procedures, available tools, and the escalation process to follow if

an issue cannot be resolved. The material is accessible via the Exchange Online landing page of the O365-D/ITAR

Customer Extranet site.

http://support.microsoft.com/search/default.aspx?mode=a&spid=global&ast=25&catalog=LCID%3d1033&x=0&y=0&query=kb%20%22online%20dedicated%22%20unified%20messaging

http://support.microsoft.com/search/default.aspx?mode=a&spid=global&ast=25&catalog=LCID%3d1033&x=0&y=0&query=kb%20%22online%20dedicated%22%20unified%20messaging



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Appendix A: Unified Messaging Terms & Definitions The following table contains the terms and definitions that are used with Unified Messaging.

Audio Codec A digital encoding of an analog voice signal. Most audio codecs provide

compression of the data, at the cost of some loss of fidelity when the data is

recovered. Audio codecs vary in their perceived sound quality, the bandwidth

that is required to use them, and the system requirements that are needed to do

the encoding.

Audio Notes Text-based notes that can be added to a voice mail message that has been

received in Office Outlook 2007, Outlook 2010, or Outlook Web App.

Auto Attendant A software system that answers calls, plays prompts or instructions, and then

collects input from the caller as touch tones or speech. Auto attendants can

direct a call to telephone numbers or named users or to entities (for example,

departments) that the caller specifies, without intervention from a human

operator.

Automatic Speech

Recognition (ASR)

A technology that enables a computer to match human speech to a predefined

set of words or phrases.

Call Answering The process by which a caller interacts with a voice mail system if the number

they originally called isn't answered. Typically, the system will play a greeting or

other prompt, and allow the caller to record a voice message.

Call Answering

Rules

A form of call answering in which the user for whom the call is being answered

can specify rules to determine the behavior originating callers will experience.

The user can specify conditions to be evaluated, greetings, and choices to be

provided to the caller and actions (for example, transfer or leave a message) to

be taken as a result of the caller's choice.

Circuit-Switched

Networks

In circuit-switched networks, such as the Public Switched Telephone Network

(PSTN), multiple calls are transmitted across the same transmission medium.

Frequently, the medium used in the PSTN is copper. However, fiber optic cable

might also be used.

A circuit-switched network is a network in which there exists a dedicated

connection. A dedicated connection is a circuit or channel set up between two

nodes so that they can communicate. After a call is established between two

nodes, the connection may be used only by these two nodes. When the call is

ended by one of the nodes, the connection is canceled.

Conditional Call

Forwarding

A set of conditions that are chosen by a user to be used when they receive an

incoming call. The call is redirected based on the conditions that are set.

Dial By Name A feature that enables a caller to spell a person’s name using the keys on a

telephone (ABC=2, DEF=3, etc.).

Dial Plan For Exchange Unified Messaging, this is a set of telephony-capable endpoints

that share a common numbering plan. The details of the plan are determined by

the telephone system to which UM is connected. In the simplest case, this can be

a private branch exchange (PBX) with its extensions, each with a unique, fixed-

length number.


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Dialing Rule Group Dialing rule groups are created to enable telephone numbers to be modified

before they're sent to the PBX or IP PBX for outgoing calls. Dialing rule groups

may remove digits from or add digits to telephone numbers that are being used

to place calls by a Unified Messaging server. Each dialing rule group contains

dialing rule entries that determine the types of in-country/region and

international calls that users within a dialing rule group can make. Each dialing

rule group must contain at least one dialing rule entry.

Hunt Group A set of extensions that are organized into a group, over which the PBX or IP PBX

“hunts” to find an available extension. A hunt group is used to direct calls to

identically-capable endpoints or to an application, such as voice mail.

Internet Protocol

Private Branch

Exchange (IP PBX)

A telephone switch that natively supports voice over IP (VoIP). An IP PBX uses

VoIP-based protocols to communicate with IP-based hosts such as VoIP

telephones over a packet-switched network. Some IP PBXs can also support the

use of traditional analog and digital phones.

IP Gateway 1. A third-party hardware device or product that connects a legacy PBX to a

LAN. An IP gateway translates or converts TDM or telephony circuit-

switched protocols to packet switched protocols that can be used on a

VoIP-based network.

2. The Exchange Unified Messaging representation of any SIP peer with

which it can communicate using VoIP protocols. It may represent a device

that interfaces with a legacy PBX, or an IP PBX, or Microsoft Office

Communications Server.

Matched Name

Selection Method

The mechanism used to help a caller differentiate between users with names that

match the touchtone or speech input.

Message Waiting

Indicator

A signal that indicates the presence of one or more unread voice messages. For

voice mail systems, this is often a lamp on the phone or a stutter dial tone.

Microsoft Exchange

Unified Messaging

Service

A service that implements Unified Messaging capabilities for UM-enabled users.

Missed Call

Notification

An e-mail message that is sent to a UM-enabled user that indicates that

someone called but did not leave a voice message.

Organizational

Auto Attendant

(see Auto Attendant)

Outdialing A process in which Unified Messaging (UM) dials or transfers calls. Unified

Messaging generally receives calls, but sometimes dials calls. For example,

outdialing occurs when a Unified Messaging auto attendant transfers a call to a

user's extension, or when a UM-enabled user uses Play on Phone from Outlook.

Outlook Voice

Access

A series of voice prompts that allows authenticated callers to access their e-mail,

voice mail, calendar, and contact information using a standard analog, digital, or

mobile telephone. Outlook Voice Access also enables authenticated callers to

navigate their personal information in their mailbox, place calls, locate users, and

navigate the system prompts and menus using DTMF, also known as touchtone,

or voice inputs.


20

Packet-Switched

Networks

Packet switching is a technique that divides a data message into smaller units

called packets. Packets are sent to their destination by the best route available,

and then they are reassembled at the receiving end.

In packet-switched networks such as the Internet, packets are routed to their

destination through the most expedient route, but not all packets traveling

between two hosts travel the same route, even those from a single message. This

almost guarantees that the packets will arrive at different times and out of order.

In a packet-switched network, packets (messages or fragments of messages) are

individually routed between nodes over data links that may be shared by other

nodes. With packet switching, unlike circuit switching, multiple connections to

nodes on the network share the available bandwidth.

Personal

Auto Attendant

(see Call Answering Rules)

Play On Phone A Unified Messaging feature that users can use to play their voice messages or

play and record personalized voice mail greetings over a telephone.

Private Branch

Exchange (PBX)

A private telephone network in an organization. Individual telephone numbers or

extension numbers are supported, and calls are automatically routed to them.

Users can call each other using extensions, even across distributed locations.

Protected Voice

Mail

A UM feature that uses information rights management to encrypt the contents

of voice messages and specify the operations permitted on them. Protection can

be caused by caller action (marking the message as private), or by system policy.

Public Switched

Telephone Network

(PSTN)

PSTN is a grouping of the world's public circuit-switched telephone networks.

This grouping resembles the way that the Internet is a grouping of the world's

public IP-based packet-switched networks.

Reverse Number

Lookup (RNL)

A method used to try to locate the name of a person, from a directory or other

information store, based on a telephone number.

RTAudio Codec An advanced speech codec that is designed for real-time two-way VoIP

applications such as gaming, audio conferencing, and wireless applications over

IP. RTAudio is the preferred Microsoft audio codec and is the default codec for

Microsoft Unified Communications platforms.

SIP Notification A SIP notification is a SIP message sent from one SIP peer to another to advise it

of a change.

SIP Peer A SIP-enabled device that provides telephony communications between an IP

gateway or SIP-enabled IP PBX and a Unified Messaging server.

Star Out An action a caller can perform when they are dialed in to a Unified Messaging

auto attendant but they want to be able to get to Outlook Voice Access to get

their e-mail and voice mail. To do this, they press the star key while the auto

attendant prompts are being played.

Subscriber Access

Number

A number that is configured in a PBX and on a UM dial plan that allows users to

access their Exchange mailbox using Outlook Voice Access. In some cases, this

may be configured to be the same number as the pilot number (also called a

pilot identifier) on the PBX or IP PBX and the UM hunt group.


21

System Prompt A short audio recording, installed on the Unified Messaging server, which is

played to callers by the server. System prompts are used to welcome callers and

to inform them of their options when they use the Unified Messaging system.

Telephone User

Interface (TUI)

An interface that is used to navigate the menus of a Unified Messaging system

using DTMF, also known touchtone, inputs.

Text-To-Speech

(TTS)

Technologies for translating or converting typewritten text into speech.

UM Worker Process

Manager

A component that handles the creation and monitoring of all the UM worker

processes that are created.

Unified Messaging An application that consolidates a user’s voice mail and e-mail into one mailbox,

so that the user only needs to check a single location for messages, regardless of

type. The e-mail server is used as the platform for all types of messages, making

it unnecessary to maintain separate voice mail and e-mail infrastructures.

Unified Messaging

Server Role

A set of components and services that enable voice and e-mail messages to be

stored in a user’s single mailbox. Users can also access their Exchange mailbox

from a telephone or a computer. The Unified Messaging server role is included in

Exchange Server 2007 and Exchange 2010.

Voice Mail A system that records and stores telephone messages in a user mailbox.

Voice Mail Preview A feature that provides text, transcribed from the audio recording, on a voice

message when it is delivered.

Voice Over IP (VoIP) The practice of using an IP data network to transmit voice calls.

VoIP Gateway A computer device that converts between circuit-switched telephony protocols

and VoIP protocols.

Voice User Interface

(VUI)

An interface that is used to navigate the menus of a Unified Messaging system

using speech inputs.

Documents

Unified Messaging in Exchange Online Dedicateddownload.microsoft.com/download/F/7/2/F72C8008-08FC-42FC...Overview Unified Messaging (UM) is the integration of various forms of electronic