Harold WongIT Pro Evangelistblogs.technet.com/haroldwong

Voice Mail with UM in Microsoft® Exchange 2010

Exchange 2010 UM: Architecture

Exchange 2010 UM: Features

Agenda

Exchange 2007 UM: Scenarios, Use, and Customer Feedback

Exchange 2007 UM Scenarios Call Answering (voice and fax)

“You’ve reached Steve’s mailbox. I’m sorry that I can’t take your call: please leave a message…”

Automated Attendant “Thank you for calling Contoso. Who do you want to

contact? …” Outlook Voice Access

“You have two new voice messages and twelve new e-mail messages. You have a meeting in progress in Board Room Two…”

Client Self Service PIN reset, Record greeting, Play on Phone, OWA, Outlook

OCS Integration Voice mail subject and importance from OC

Research and Customer Feedback Exchange 2007 UM is used most for creating call-

answered voice messages and missed call notifications

Most common requests include: Built-in message waiting indicator support Personal distribution lists Private voice mail semantics Wider audio support on mobile clients Speech recognition for non-English languages Outbound fax support

Partner Fax

Exchange 2010 UM

Computer

Phone

PBX

Phone

Office FrontEndServer

SIP

Mediation Server

RTP

VoIPGateway

TDM

Outlook Web Access

OutlookExchange ActiveSync

Internet

HTTPS RPC/HTTPS

IP PBXPSTNPhone

Fax

TDMSIP/RTP

PBX

VoIPGateway

Phone

TDM

Client Access

Server

Mailbox Server

Unified Messagi

ng Server

Hub Transpo

rt Server

Active Director

y

Edge/Firewall

LDAP

RPC

SMTP

Call Answering Rules

Call answering is UM’s most used scenario — play greeting, take message

Users wanted more control Special greetings by contact Time of day dependent behavior

Call answering rules Condition: if it evaluates to true, then run… Greeting and Menu: collect caller's choice

of… Action: transfer, "Find me" or leave message

Call Answering Rules

demo

Participation Required

Phone Number: (425) 706 3501

Test Call Answering Rules

Message Waiting Indicator Not supported in Exchange 2007—third party

solutions required Exchange 2010 UM supports MWI natively

ON by default No new roles

Administration: UMMailboxPolicy:

AllowMessageWaitingIndicator (True|False) UM IP Gateway:

MessageWaitingIndicatorAllowed (True|False)

Some voice messages are sensitive Caller may have marked the message

private Some users receive nothing but

sensitive VMs Exchange 2010 UM is integrated

with Windows 2008 AD Rights Management Services

Supported in Outlook Voice Access, Outlook Web Application and Outlook 2010

Protected Voice Mail

Protected Voice Mail

Protected VM are just a special case of restricted e-mails: Protected Voice Messages use the Do Not Forward

permission Controlled via UM Mailbox Policy:

ProtectUnauthenticatedVoiceMail (All|Private|None)

ProtectAuthenticatedVoiceMail (All|Private|None)

AllowVoiceResponseToOtherMessageTypes (True|False)

RequireProtectedPlayOnPhone (True|False)

Note: Transport protection rules have no effect on voice messages.

Protected Voice Mail

Voice Mail Preview

demo

Participation Required

Phone Number: (425) 706 3501 After recording:

Press # for message options Press 1, then 2 to Mark Message as Private

Leave a voice message

Preview accuracy Depends on the language (~75% for en-US) Affected by call, audio quality

Administration UMMailboxPolicy.AllowVoicemailPreview (True|

False) UMDialPlan.DefaultLanguage (en-US|other)

Transcription = CPU-intensive calculation Affects UM scalability, number of concurrent calls Throttled: UM will skip transcription if too busy Estimate ~1 VM/min/core as throughput

Preview Accuracy and Scalability

Playing UM voicemail on Windows® Mobile 6.1 Requires opening

Windows Media Player separately

UM Voicemail in WM 6.1

UM voicemail on Windows Mobile 6.5 can be played inline

Voice Mail Card contains play and callback button

Message body contains notes and preview

UM Voicemail in WM 6.5

Availability Exchange RTM: English (US), Chinese (PRC), Chinese

(Taiwan), Dutch, English (Australia), English (UK), French (Canada), French (France), German, Italian, Japanese, Korean, Portuguese (Brazil), Spanish (Spain), Spanish (Mexico), Swedish

Post Exchange RTM: Catalan, Chinese (Hong Kong), Danish, English (Canada), English (India), Finnish, Norwegian, Polish, Portuguese (Portugal), Russian

Installation and Administration setup.com /AddUMLanguagePack:fr-fr /s:D: set-UMDialPlan DP –DefaultLanguage fr-fr Need client/server language pack on UM server in

addition to the UM language pack

UM Language Packs

Native inbound fax support in Exchange 2007 UM Partner fax servers for Exchange 2010 integration Partner interoperability program Fax messages formed by UM server Partner connections are authenticated by

Exchange (sender ID, receive connector, TLS)

Fax Support

Exchange Unified MessagingBenefits summary

Organization

Decrease cost Consolidate voice mail onto a single messaging

platform Native Message Waiting Indicator announces

the arrival of a new voice mail

Reduce IT Management Manage voice mail and e-mail systems from a

single platform Manage UM using scriptable commands and

workflows Secure confidential and private voice mail

IT

Optimize user productivity Parse VM with Voice Mail Preview Create customized greetings and call transfer

options Help identify unfamiliar callers and their voice

mails

User

Learn More About Exchange 2010Technical Resources

The New Efficiency Virtual Launch Experience TechNet Exchange Website Exchange Webcasts and Podcasts

Get Hands on Training Training Offers—Exclusive for Launch Attendees

Community Resources Exchange Team Blog Exchange Forums

http://msexchangeteam.com/ http://social.technet.microsoft.com/

Forums/en-US/exchange2010/threads

www.microsoft.com/learning/careeroffers

www.thenewefficiency.com http://

technet.microsoft.com/en-us/exchange/default.aspx

http://technet.microsoft.com/en-us/exchange/bb288465.aspx

© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the

date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.