Voicemail Enabled by Unified Messaging

NameTitleMicrosoft Corporation

• Read voicemail with Voicemail Preview

• Create customized greetings and call transfer options

• Improved caller ID

• Consolidate voicemail onto a single messaging platform

• Native Message Waiting Indicator announces the arrival of a new voicemail

• Manage voicemail and email systems from a single platform

• Manage UM using scriptable commands and workflows

• Secure confidential and private voicemail

Optimize UserProductivity

Reduce ITManagement

Decrease Cost

IT UserOrganization

Exchange Unified MessagingReplace your voicemail system

Total Cost of Ownership Decreases

“With the Microsoft vision utilizing a single platform for voice, email, IM, and conferencing, Sprint can deploy a true unified communications solution.” Joe Hamblin, Sprint Nextel

Sprint expects to see annual benefits of more than U.S.$9.3 millionPhased out 18 voicemail systems

“Unified Messaging is brilliant. Email and voicemail now comes through the same stream on my desktop. This helps me organize my messages, allowing me to focus on the right thing at the right time.” Philip Mickey, Lifetime Products

Lifetime Realizes Benefits of $850,000 with Unified Messaging Completely removed legacy voicemail system

“By bringing all of our messaging into the Microsoft environment, we eliminated a lot of time-consuming and expensive cross-training in multiple systems. Everything is in one place, and it all works together by default.” Keith Price, Hoover City Schools

Hoover City School saves $150,000 in Maintenance Costs with Unified MessagingVoicemail integrated with existing solution

Voicemail in Your Inbox

• Extend the Exchange Server vision by bringing voicemail to the inbox

• Simplify tasks and reduce administrative costs by consolidating infrastructure and training

• Expand the reach of Exchange to the telephone to allow “anywhere access” to your inbox, calendar, and contacts

“Unified messaging provides opportunities to help our faculty and staff become more mobile and work more flexibly. Employees are no longer bound to just a phone or email to conduct their projects. They have the freedom to work where and when they want.” James Reed, Lead Microsoft Exchange Server Administrator, Emory University

Beyond Traditional VoicemailTriage voice messages quickly

ContextualActions

Inline AudioPlayback

Text Previewof Voicemail

• Voicemail Preview−Save time and money by triaging

voicemail in your inbox by reading the text preview

−Available in U.S. English, Canadian English, French, Portuguese, Italian, Polish, Spanish

Call Answering Rules

Manage RulesDefine a

Personalized Voicemail Menu

Professional and powerful tools

• Call Answering Rules

− As simple as email Inbox Rules

− Provide different menu choices based on the Caller ID

“Do Not Forward” template

• Integration with AD RMS and Exchange Unified Messaging

• Permissions designated by sender (by marking the message as private) or by administrative policy

Protected VoicemailPrevent forwarding of voicemail

Protect All messages or only messages marked Private by sender

Message Waiting IndicatorBe notified when you have a new voicemail

Mailbox servers

UM server

s

Gateway & PBX

Phone

• Exchange 2010 UM supports MWI natively− Configure through UM Mailbox Policy− No new roles− Highly scalable

• Also can send SMS to mobile phone with first 160 characters of Voicemail Preview

UM Administrative Experience• Three UM administrative roles, as shipped

− UM Administrator− Administer any and all UM functionality

− UM Recipient Administrator− Provision UM mailbox, PIN reset, clear lockout

− UM Prompt Administrator− Update Dial Plan and/or Auto Attendant prompts

• Custom roles may be created

New Role-based Access Control

• Fax specification is published and available to all partners who wish to have a first-class integration

• TekVizion is the certification partner

• Fax messages appear to the user in a familiar fashion

• Administration is done in EMC for provisioning and de-provisioning

Rich Fax Partner Support

Integrated Experience

Partner Interoperability Program

• Partner connections are authenticated by Exchange

• Choice of hosted or on-premises partners

Flexibility and Security

International Support

Total of 26 Languages

• Catalan

• Chinese (Hong Kong)

• Chinese (PRC)

• Chinese (Taiwan)

• Danish

• Dutch

• English – Australia– Canada– GB– India– United

States

• Finnish

• French – Canada– France

• German

• Italian

• Japanese

• Norwegian

• Polish

• Korean

• Portuguese – Brazil– Portugal

• Russian

• Spanish– Spain– Mexico

• Swedish

Prompts, text-to-speech, speech recognition

Architecture

• UM protocols:− SIP/RTP to gateway/PBX− LDAP to the directory− MAPI/RPC to mailboxes

• Can place UM servers distant from PBXs− Support scale out and

server consolidation

Enterprise-class reliability

Regulatory ControlsFlexibility to meet business needs

Greater control of voicemail

• Voicemail in your Inbox

• Single administration point

• Powerful retention policies can be applied

• Reduces the cost of accessing, querying, and producing voicemail

• Option for standalone voicemail

New-ManagedContentSettings

-MessageClass

IPM.NOTE.Microsoft.Voicemail*

-Name "Voice Mail Retention Period"

-AgeLimitForRetention "30"

-foldername "Inbox"

-RetentionAction "PermanentlyDelete"

-RetentionEnabled $true

Summary

• A great replacement for legacy voicemail• Deep investments in UM features that will add

real benefit to common scenarios− Voicemail Preview− Call Answering Rules− Built-in Message Waiting Indicator− Protected Voicemail− Access to both Contacts and Groups

• 26 languages supported• Provide the controls and protection you need for

your compliance needs

Voicemail: the next generation

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Outlook, 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.

Appendix

Migration from Exchange 2007• UM 2010 requires mailbox, transport 2010

Unified Messaging version

2007 SP2 2010

Mailbox version

2007 SP2

UM “just works” for the enabled users.

Call answer: 302 (redirect on INVITE) to UM 2007 server in the Dial Plan

Outlook Voice Access: REFER (with context) to UM 2007 server in Dial Plan

2010

Not supported. Require at least one UM 2010 server in the Dial Plan.

UM “just works” for the enabled users.

• Configure IP GWs to send calls to UM 2010− OCS requires new UM Dial Plan (new pilot #)− UM-disable, enable (PIN reset) in new DP

Calculation Requirements

• CPU-intensive: affects UM scalability− Throttled: UM will skip

transcription if too busy− Estimate ~1

VM/min/core as throughput

• Try to use all cores− Below normal priority− Transcription followed

by:

• Transcoding of audio− Creation of message− Submission to Hub

Caller ID Lookup Improvements• Failure to resolve caller ID to a name is a major source of

complaint by end users

• Numbering plan split across UM Dial Plans

− Added EquivalentDialPlanPhoneContexts on DP

− FQDNs of other DPs in same numbering plan

• Many non UM-enabled users have more than one phone number

− msRTCSIP-Line is not multivalued

− Added UMCallingLineIds to User object

Caller ID Lookup Improvements• Extension of CLID to E.164 was inflexible

− InternationalNumberFormat single-valued

− Added NumberingPlanFormats on DP

− One or more patterns to extend N-digit to E.164

• Lookup did not use unindexed AD attributes

− telephoneNumber, homePhone, mobile

− UM can now generate suffix search fields

− AllowHeuristicADCallingLineIDResolution on DP

• Bottom line: Caller ID lookup is now better!

Configuration• Objects represent the telephony system and its

relationships with Exchange and its users

• Exchange Server UM objects include:

− UM Dial Plan

− UM IP Gateway

− UM Hunt Group

− UM Server

− UM Mailbox Policy

− UM Auto Attendant

• PowerShell cmdlets

− New-UMDialPlan

− Enable-UMMailbox

UM Dial Plan Object• Basic unit of Unified Messaging

system administration in Exchange

• Represents the telephony extension numbering plan

− Users in a Dial Plan can reach all others in same Dial Plan using fixed length extension numbers

− Extensions are unique in a Dial Plan

− Dial Plans may be overlaid on PBX networks that are feature-transparent

• (Extension ; Dial Plan) uniquely identifies each UM user

IP Gateway & Hunt Group Objects• UM IP Gateway object

− VoIP gateway, with IP address/FQDN, from which UM Server can receive calls

− SIP-capable IP PBX (SIP Peer)

− UM Test Phone (Web download)

• UM Hunt Group object

− Hunt group configured at a PBX that directs calls to a VoIP Gateway

− Identified by a pilot number

− Logical link between UM IP Gateway and UM Dial Plan

− One or more Hunt Groups per IP Gateway

UM Server Object• UM Server object

− Represents UM-specific properties on an Exchange Server machine running the UM role

− Communicates with one or more IP Gateways

− Multiple concurrent calls

− Can host multiple languages

− Can be in one or more Dial Plans

− Pilot number at which inbound call arrives identifies Dial Plan

Mailbox Policy & Auto Attendant• UM Mailbox Policy objects

− Associated with UM Dial Plan− Properties (such as minimum PIN length,

dialing restrictions) that apply to groups of UM users

• UM Auto Attendant objects (optional)− Associated with UM Dial Plan− Customizable

− Speech access or DTMF single-digit menu − Transfer call− Go to AA (multi-level menus)− Play audio

− Contact scope− Dial Plan, Global Address List, or

custom Address List

− Custom prompts− Language− Time Zone− Schedules for business hours,

holidays