Unified Messaging in Exchange Online Dedicateddownload.microsoft.com/download/C/2/5/C25E11EC-E7EA-461F...Unified Messaging in Exchange Online Dedicated Applies to: Office 365 Dedicated

Dedicated and ITAR-support Plans

Unified Messaging in Exchange Online Dedicated

Applies to: Office 365 Dedicated – Legacy 2013 Platform Release

Topic Last Modified: 22-Nov-2013

Topic Last Modified: Modifications Applied:

8-Nov-2013 Initial Release

15-Nov-2013 Roles and Responsibilities for administration and support clarified

22-Nov-2103 Customer responsibilities clarified in Lync Server on-premises implementation and in firewall settings table for all

implementation scenarios

Unified Messaging (UM) for the Exchange Online dedicated and ITAR-support plans of Office 365 for enterprises

provides support for Hosted Voicemail. Telephony environments capable of being integrated with Exchange Online

include Lync Online, on-premises Lync Server, and approved third-party vendor PBX systems located on-premises.

Topic areas described within this UM feature guide are the following:

What is Unified Messaging? 3

Overview 3

UM Reference Material 5

Establishing a Unified Messaging environment 6

Lync Online Dedicated Implementation 6

Lync Server On-Premises Implementation 6

Infrastructure Requirements 7

System Level Provisioning 7

Implementation Tasks for All Lync Environments 8

System Configuration Roles and Responsibilities 9

Coexistence & Migration 9

On-Premises Third-party Vendor PBX Integration 10

Infrastructure Requirements 10

UM System Configuration 11

Provisioning Considerations for All Environments 12

Firewall Requirements 12

Establishing Auto Attendants 12

Use of Language Packs 13

Voice Mail Preview Activation 13

Administration within the Unified Messaging environment 14

Administration Roles and Responsibilities for On-premises PBX Systems 14

User Level Self-Service Administration 15

Supporting the Unified Messaging environment 16

Unified Messaging in Exchange Online Dedicated © 2015 Microsoft Corporation. All rights reserved.

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Technical Support Roles and Responsibilities 16

Appendix A: Unified Messaging Terms & Definitions 17

Important:

1. Preview material may be updated periodically before becoming a published version within the

Exchange Online Dedicated area of the Microsoft TechNet Library. Rather than downloading or

printing the content, viewing the material at this site is recommended whenever reference

information is needed.

2. Not all generally available documentation produced by Microsoft to describe the features and

functionality of Exchange 2013 is applicable to the dedicated and ITAR-support plan offerings of

Office 365 for enterprises. Content accessible via links provided in this content are reliable sources.

3. Unless otherwise stated, all references to “dedicated plans” or “Exchange Online Dedicated” also

apply to the International Traffic in Arms Regulations (ITAR-support) version of Exchange Online.

http://technet.microsoft.com/en-us/library/dn456365(v=exchg.150).aspx


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What is Unified Messaging?

Overview

Unified Messaging (UM) is the integration of electronic messaging and communications 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. The Exchange Online Dedicated 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 Office 365 Dedicated. The ability to integrate approved third-party vendor PBX systems

located on-premises also is provided. The diagram below illustrates the typical components for an on-premises Lync

Server configuration supported by Exchange Online Dedicated. For a Lync Online implementation, all Lync Server

components are located within the Office 365 data center environment.

In the on-premises Lync Server example shown above, 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-


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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 located outside of

the corporate network.

The UM offering provided by the Exchange 2013 platform of Exchange Online Dedicated provides support for

hosted voice mail. 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.

Organization-level 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

Exchange Online Dedicated customers:


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Delivery of voice mail to an Exchange Online mailbox

Message Waiting Indicator

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

Organization-level 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 Exchange Online Dedicated Service Description. See also additional information described

in the sections below.

UM Reference Material

Unified Messaging functionality offered within Exchange Online Dedicated is similar to the functionality provided

within the multi-tenant version of Exchange Online. See the article collection Voice Mail in Exchange Online and

apply the following:

1. The following features are not supported within the UM offering of Exchange Online Dedicated:

FAX support

Missed Call and Voice Mail Notifications using Short Message Service (SMS) text messaging

2. Use of the Protected Voice Mail feature requires Information Rights Management (IRM) infrastructure

within the customer premises and Office 365 environments. See the Active Directory Rights Management

Services section of the Identity and Provisioning Service Description for Office 365 Dedicated for AD RMS

implementation requirements to support IRM. After these requirements have been met, contact your

Microsoft Technical Account Manager to coordinate activation of the Protected Voice Mail feature.

3. Within the UM offering for Exchange Online Dedicated, 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.

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

5. Actions involving the association or disassociation of UM servers with dial plans require placement of a

Configuration Request with your Microsoft Technical Account Manager.

http://technet.microsoft.com/en-us/library/jj891040.aspx

http://technet.microsoft.com/en-us/library/jj938142(v=exchg.150).aspx




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Establishing a Unified Messaging environment A Unified Messaging implementation for Exchange Online Dedicated can be established for (a) Lync clients associated

with the Lync Online offering of the dedicated and ITAR-support plans of Office 365 for enterprises, (b) Lync clients

associated with an on-premises Lync Server environment, or (c) client systems and/or equipment associated with

approved third-party vendor PBX systems located on-premises. For any of these implementations, a Plan 2D

subscription for Exchange Online Dedicated is required for each client as described in the Exchange Online Dedicated

Service Description.

Lync Online Dedicated Implementation

For customers with Lync Online Dedicated subscriptions, initial integration with Exchange Online Dedicated is

performed by Microsoft. Your Microsoft Deployment Program Manager will assist with gathering all requirements to

complete the provisioning process. As a customer, you are responsible for provisioning all Lync Online clients. The

Microsoft Managed Solutions Service Provisioning Provider (MMSSPP) tool is used to support client provisioning

within the Lync Online service. When specific user object extension attributes are configured within the on-premises

Active Directory, these attributes are forwarded by MMSSPP to the managed Active Directory within Office 365.

For Lync Online clients, Active Directory attributes representing an Entitlement Bitmap (Lync client features that can

be enabled/disabled for a specific Lync Online user) and an Entitlement String (telephone number and other

telephony attributes of the user) support the provisioning process. 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 available accessible via the MMSSPP & Provisioning Tools landing page of the Customer

Extranet site. See also the Implementation Tasks for All Lync Environments and the Provisioning Considerations for

All Environments sections below.

Lync Server On-Premises Implementation

For configurations that involve Lync Server on-premises, integration actions are shared between Microsoft and

customer technical staff. A Microsoft Deployment Program Manager will assist with gathering all information

required to establish the environment.

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.



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Infrastructure Requirements

Prior to performing administrative steps to establish a UM environment involving an on-premises Lync Server,

several infrastructure requirements must be met. During the discovery phase for a UM deployment, a Microsoft

Deployment Program Manager will assist to clarify 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.

System Level Provisioning

When the UM infrastructure for your environment has been established, your organization will need to address the

following administrative steps to complete the creation of a UM environment:

Generate and configure UM IP gateway objects and hunt groups

Generate and configure UM dial plans

Request association of dial plans with UM servers

Generate, configure, and modify UM mailbox policies

Create and configure an organization-level auto attendant

Set default language pack for dial plans and auto attendants

Enable and disable UM users

Additional guidance and links to reference material for the tasks described above are available in the

Administration Roles and Responsibilities for On-premises PBX Systems section below. See also the

Implementation Tasks for All Lync Environments and Provisioning Considerations for All Environments sections

below.

When connectivity has been established between the on-premises Lync Server and Exchange Online Dedicated,

user level provisioning must be performed. The enabling and disabling of a single UM mailbox can be

accomplished by an Exchange administrator using the EAC or remote Windows PowerShell as described in Enable a

User for Voice Mail. To bulk enable UM mailboxes, a Windows PowerShell script can be used. The Administration

Scripts Package (scripts and usage instructions) provided by Microsoft contains a bulk provisioning example script.

The package is available on the UM landing page of the O365-D/ITAR Customer Extranet site.

Note:

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

UM deployment documentation provided by the Microsoft Deployment Program Management team to

determine which groups must be created.

http://technet.microsoft.com/en-us/library/bb124147(v=exchg.150).aspx


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Important:

To reduce the potential for UM provisioning errors and to realize the benefits of automated

provisioning, customers are encouraged to use the bulk provisioning script within the script pack

provided by Microsoft Online Services. The script is generic and expected to be usable in all customer

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

example to create a customized script for your environment. Microsoft Online Services provides the UM

provisioning script as a customer convenience without warranty expressed or implied.

Implementation Tasks for All Lync Environments

Roles and responsibilities to establish a UM environment involving Lync Online or an on-premises Lync Server are

described in this section. The characteristics of a coexistence configuration and the migration of UM-enabled

mailboxes from an on-premises environment to Exchange Online Dedicated also are described.


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System Configuration Roles and Responsibilities

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 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 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 (IP

gateway, hunt groups, dial plans, mailbox policy,

organization-level auto attendants)

Customer Microsoft

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) will be provided by the Microsoft Deployment Program Manager.

Coexistence & Migration

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

Exchange Online, this hybrid configuration is referred to as coexistence. A coexistence configuration can be a short

term period to complete the migration of on-premises mailboxes to Exchange Online or it can be a long term

configuration. 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.


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The following addresses frequently asked questions related to the migration of a UM-enabled mailbox from an on-

premises environment to Exchange Online:

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

On-Premises Third-party Vendor PBX Integration

The Hosted Voicemail feature of UM is available for an on-premises Private Branch Exchange (PBX) telephony

system which meets specific equipment and configuration criteria. If the on-premises system is a legacy PBX rather

than an IP-PBX or SIP-enabled PBX, a VoIP Gateway will be required. The following criteria must be met for the on-

premises telephony equipment to integrate with Exchange Online Dedicated:

The equipment must be listed on the Telephony Advisor for Exchange 2013.

The equipment must support SIP communication (secure or unsecure) with a remote host that utilizes wild

card certificates in the Subject Alternative Name (SAN).

The SSL certificate utilized by the equipment must be from a Certificate Authority (CA) listed as a Trusted CA

(e.g., Entrust, Verisign).

The equipment must support DNS resolution.

The equipment must support DNS load balancing.

Your organization should verify all telephony equipment that will interface with the UM server of Exchange Online is

current with regard to software updates, firmware updates, hotfixes, and other device specific requirements before

attempting to integrate with Exchange Online. See Telephone System Integration with UM for additional overview

material.

Infrastructure Requirements

Within Exchange Online Dedicated, UM functionality is active by default and immediately capable of accepting

SIP/RTP traffic. If the base criteria for your on-premises telephony equipment has been met, specific infrastructure

requirements must be addressed. Areas affected include the following:

http://technet.microsoft.com/en-us/library/ee364753(v=exchg.150).aspx



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Network Architecture

All network traffic between the on-premises equipment and Exchange Online Dedicated must be via the

Gateway Network / Customer (GN/C) path.

Round-trip time maximum transmission delay of 300 milliseconds must be maintained between the on-

premises telephony equipment and the Exchange Online UM server.

DNS Record Requirements

The following DNS records must be updated in your on-premises VoIP Gateway and/or IP-PBX equipment to

provide connectivity to the UM server endpoint.

Customer On-premises

CNAME cust#-um-out-1.customer.com CNAME IN cust#-1-du.prod.outlook.com

Telephony Equipment Requirements

Your on-premises telephony equipment must have the following settings applied:

1. Enable DNS functionality on the telephony device.

2. Configure the load balancing method of the device to use Round Robin.

3. Within the device, set the destination endpoint for calls to the UM server to be

<cust#>-um-out-1.<customer.com>

<cust#> = Your assigned by Office 365 Dedicated customer number

<customer.com> = The domain name for your environment

UM System Configuration

The following is an overview of the steps you must perform to complete the UM configuration for your

implementation:

1. Ensure an Exchange Online Plan 2D subscription is assigned to every mailbox to be enabled to use hosted

voicemail services.

2. Create a UM dial plan.

3. Create a UM IP gateway (if needed – one required for each VoIP gateway).

4. Create a UM hunt group.

Steps to perform the dial plan, IP gateway, and hunt group work can be found in Connect Your Voice Mail System

to Your Telephone Network.

Additional guidance and links to reference material for the tasks described above are available in the

Administration Roles and Responsibilities for On-premises PBX Systems section below. See also the Provisioning

Considerations for All Environments section below.




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Provisioning Considerations for All Environments

Additional provisioning considerations for UM functionality provided within Exchange Online Dedicated are

included in this section.

Firewall Requirements

The table below lists the firewall ports that must be open within your environment to allow SIP and RTP

communication to occur between your chosen telephony configuration and Exchange Online Dedicated.

Port Bi-directional IP-PBX / VoIP Gateway Type Notes

TCP:88 No Lync only Kerberos authentication

TCP:389 No Lync only LDAP queries

UDP:389 No Lync only LDAP queries for OCSUMUtil

TCP:443 No Lync only Lync to UM connectivity

UDP:3478 No Lync only Lync to UM connectivity

TCP:5060 Yes Third-party equipment only Open if unsecure SIP used

TCP:5061 Yes Lync or Third-party equipment Used for secure SIP

TCP:5062 No Third-party equipment only Open if unsecure SIP used

TCP:5063 No Lync or Third-party equipment Used for secure SIP





TCP: 49152-57500 Yes Lync or Third-party equipment RTP audio traffic

UDP: 49152-57500 Yes Lync or Third-party equipment RTP audio traffic

Establishing Auto Attendants

Two types of auto attendants are available within UM: organization-level and personal. The organization-level

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

to a desired destination, or to 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 organization-level auto attendant requires careful planning and implementation. Detailed

information can be found within Automatically Answer and Route Incoming Calls. Customers are advised to utilize

their Microsoft Premier Support agreement if assistance is required. See User Level Self-Service Administration

below for a description of the procedures to manage personal auto attendant functionality.

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


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Use of Language Packs

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

speech language translation, and automatic speech recognition in several languages. Additional information

regarding UM language packs can be found in UM Languages, Prompts, and Greetings. Included are descriptions

of how to configure UM languages for dial plans (result will apply to 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.

Note:

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

Refer to the Voice Mail Preview section of the TechNet article cited above for additional information.

Voice Mail Preview Activation

The Voice Mail Preview feature can be enabled or disabled for all 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 any of the users

associated with the UM mailbox policy. See Enable Voice Mail Preview for Users or Disable Voice Mail Preview

for Users for additional information. 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. 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.

http://technet.microsoft.com/en-us/library/bb124728

http://technet.microsoft.com/en-us/library/bb124728#VoiceMailPreview


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

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


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Administration within the Unified Messaging environment

Administration Roles and Responsibilities for On-premises PBX Systems

Following the initial deployment phase for UM, customers that have an on-premises Lync Server or third-party

vendor PBX system are 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 the

Exchange Admin Center (EAC) or

remote Windows PowerShell

See the Self-Service Administration in

Exchange Online Dedicated available in

the Customer Extranet site

Generating and configuring UM IP

gateway, hunt groups, and dial

plans

See UM IP Gateways, UM Hunt Groups,

and UM Dial Plans

Associate or

disassociate

dial plan with

UM IP gateway

Lync Server

on-premises

Contact your

Technical Account Manager

to submit a Configuration Request

Other PBX

on-premises

See Create a UM IP Gateway

Generating, configuring, and

modifying UM mailbox policies See UM Mailbox Policies

Creating, configuring, and

modifying an organization-level

auto attendant

See UM Auto Attendant Procedures

Setting default language pack for

dial plans and auto attendants

See Set the Default Language on a Dial

Plan and Select the Language for an

Auto Attendant

Enabling and disabling a UM user See Voice Mail-Enabled User

Procedures

Setting & resetting user PIN See Set Outlook Voice Access PIN

Security

https://sharepoint.partners.extranet.microsoft.com/sites/MMS%20Knowledge%20Base/Release%20Docs/Exchange/E15%20Readiness/main.html

https://sharepoint.partners.extranet.microsoft.com/sites/MMS%20Knowledge%20Base/Release%20Docs/Exchange/E15%20Readiness/main.html


http://technet.microsoft.com/en-us/library/aa995918(v=exchg.150).aspx














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User Level Self-Service Administration

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

App. Exposed features include the following:

Call Answering Rules (personal auto attendant)

PIN Reset

Outlook Voice Access

Voice Mail Preview

Greetings

Notifications*

Play on Phone

* The UM implementation of Exchange Online Dedicated does not provide support for the Notifications

functionality involving the use of Short Message Service (SMS) text messaging to deliver an indication when a voice

mail message has been received or when a call has been missed.

To use the EAC interface for personal feature management, a user can access their Exchange Online Dedicated

mailbox via Outlook Web App. As shown in the left image, select the OWA drop-down and follow with selecting

Options. In the next view that appears, select phone in the left Feature pane following by voice mail in the Tab area

to expose the available options (listing of options has been manually added to the right image).

The configuration options for the user are self-explanatory on the voice mail options page. Additional user

assistance information can be found within the Voice mail article of office.microsoft.com.

http://office.microsoft.com/en-us/web-apps-help/voice-mail-HA102908414.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 PBX infrastructure support

(if on-premises Lync Server or third-party vendor PBX 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 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 the dedicated and ITAR-support plans of Office 365 for enterprises:

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 for a configuration involving an on-premises Lync Server cannot be resolved using the

troubleshooting articles within the Microsoft Support site, the Exchange Online Unified Messaging Diagnostic Tools

package for Exchange Online Dedicated 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 UM 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 2007/2010/2013 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.

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


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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 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.

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.

Organization-level

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.

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 (see Call Answering Rules)


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Auto Attendant

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.

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 UM server role is included in

Exchange Server 2007/2010. For an explanation of the UM architecture for

Exchange 2013, see Voice Architecture Changes.

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



20

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/C/2/5/C25E11EC-E7EA-461F...Unified Messaging in Exchange Online Dedicated Applies to: Office 365 Dedicated