The Deep Dark Secrets of Unified MessagingJ. Peter Bruzzese

J. Peter Bruzzese• J. Peter Bruzzese is a Microsoft Exchange MVP

• In addition to being a Microsoft Certified Trainer, he holds the following certifications:• Triple-MCSE (MCSE for NT 4.0/2000/2003)• MCITP: Messaging (2007 and 2010)• A+, Network+, iNet+• CIW, CNA, CCNA… and others

• Co-Founder and CIO of ClipTraining

• He is a technical author with over a dozen books sold internationally to his credit and a technical speaker for Techmentor, Connections and TechEd

The 2011 MVP Summit

J. Peter Bruzzese (bio continued)• Exchange is my passion!• I’ve been working with Exchange for 10+ years• Exchange Instructor for many years with a variety

of different training agencies and private corporations• Currently working on TE for Mastering Exchange 2013• Wrote “Exchange 2007 SP1: How-To” by Sams (Pearson)• Founder of the site www.exclusivelyexchange.com• Participated in the Microsoft TAP program for Exchange 2010, SP2, E15• Write product reviews for MSExchange.org• Journalist for InfoWorld (Enterprise Windows column)• Instructor for TrainSignal on all Exchange 2010 and 2013 courses

Why UM is Scary

• You’re dealing with subject matter that was typically reserved for telephony experts

• You are connecting your packet-switched internal network to a circuit-switched network

• PSTN, trunk lines, PBX… these are all telephony terms that you should have some idea about

• Don’t be afraid to call for help

Exchange 2010/2013 and UM

“The Unified Messaging feature set in Exchange 2013 is similar to previous versions of Exchange.” – according to Microsoft documentation

Primary changes include UM being merged into the Mailbox role (no longer a separate option) and UM supports IPv6

Other changes are refinements/improvements

Top Unified Messaging Features1. Call answering: Exchange can answer specific calls or all calls (with AA)2. Outlook Voice Access (OVA): Voice equivalent of OWA or Outlook3. Voice Mail Preview: Imperfect transcription4. Incoming Fax Support: Specify external service URL5. Call Answering Rules: Allows users to create rules6. Play on Phone: For privacy 7. Auto Attendant: Voice or DTMF8. Language Packs: Includes speech grammar files, ASR vocabulary for

commands and menu responses and transcription ability9. Message Waiting Indicator (MWI)10. Missed Call/Voice Mail Notification Texts11. Protected Voice Mail: Mimics the * private voice mail marking

Key Elements to Unified Messaging

• UM Dial Plans

• UM IP Gateways

• UM Message Policies

• UM Auto Attendants

Taking the fear out of UM

“The UM service itself is largely a self-tuning black box, with relatively few adjustments or settings for you to manage once it has been deployed.” quote from Paul Robichaux

Basic Telephony Terms

• Public Switched Telephone Network (PSTN): most widespread, robust communications network on earth, reaching as it does every corner of the globe

• Trunk lines come into your organization and connect to a PBX or IP-PBXPSTN

Two Integration Options

PSTN

IP-PBX

PSTN

PBX

VoIP Gateway

Know When and Who to Call for Help• UM is all about integrating with your

existing telephony system• You have to make a careful analysis of your

telephony infrastructure and it requires you plan carefully with your telephony expert(s)

• Rely on the expertise at your disposal or call in telephony consultants• You may also seek out Unified Messaging specialists• Look for the PBX configuration notes with configuration settings

Dial Plans and IP Gateways

• UM Dial Plans• Identifies a set of PBXs (or IP-PBXs) that allows users to directly

dial through common user extension numbers• With Exchange 2007/2010 you associate each UM server with a

dial plan but with Exchange 2013 this is changed because any 2013 UM server can accepts a call from any defined UM IP gateway on your network

• UM IP Gateways• Represents your literal PBX or IP-PBX• Exchange 2013 is fully IPv6-native (Ex 2010 only allowed IPv6 if

you also had IPv4 present, but this has change… albeit with some requirements)

Hunt Groups

• UM Hunt Group• Telephony term (somewhat archaic)• When the PBX or IP gateway sends an incoming call to the UM

server, the SIP INVITE includes the pilot number. The UM server that receives the call checks the pilot number to decide whether it matches the hunt group to which the server belongs; if so, it answers the call.   Most Exchange 2013 UM deployments just create a single hunt group and leave the pilot number blank so that any UM server can answer any call.   

Mailbox Policies and Auto Attendants

• UM Mailbox Policy• Similar to other policies you define within Exchange, the UM

Mailbox Policy allows you to define settings for users who have UM enabled

• Settings include which UM features the end-user can use: Outlook Voice Access, Voice Mail Preview, etc… as well as if users can place outbound calls (and to what extensions or number patterns), protected voice mail settings, PIN settings and so forth

• UM Auto Attendants• Allow you establish a system for customized call handling through

menu options handled by speech or DTMF input

Use Multiple Auto Attendants• You might have the standard Auto

Attendant that is voice-enabled so that users can call in hands-free and access email, voicemail messages, calendar and so on

• If the auto attendant has difficulty understanding the person speaking there should be a secondary DTMF (dual tone multi-frequency) attendant• The DTMF auto attendant should have its own dial in number for those

persons who already know that they are going to have problems with the voice-enabled one

Demo

UM from A to Z

Topology Planning for Exchange 2010• You need to have both the Mailbox Server role

and the Hub Transport server role in the same AD site as the Unified Messaging server

• You can place all of this in each physical site with a PBX or you can simply add an IP Gateway and place the UM servers up in the main site (headquarters) and then keep the UM server centralized

Unified Messaging Topology with 2010

Hover your mouse over a location

New York Headquarters

Chicago Branch Office

Dallas Branch Office

Unified Messaging Topology (cont)

Hover your mouse over a location

New York Headquarters

Chicago Branch Office

Dallas Branch Office

Virtualizing UM for Exchange 2010

• You must install the unified messaging role on a 64-bit edition of Windows Server 2008 R2

• The unified messaging role must be the only role installed on that virtual machine. It may not to be combined with any other role on the same virtual machine

• The virtualized machine must have at least four CPU cores and at least 16GB of RAM

Virtualizing UM for Exchange 2013

• Supported (plain and simple)

• Same rules for both roles (MB and CAS)

• http://technet.microsoft.com/en-us/library/jj619301(v=exchg.150).aspx

UM Architectural Changes with 2013• The UM role is now built-in to the Mailbox role

• The CAS runs a new service called Microsoft Exchange UM Call Router service (Microsoft.Exchange.UM.CallRouter.exe)• Accepts calls from IP-PBXs or gateways and routes to the correct UM server• Make sure you configure your IP-PBX to point to the CAS (MB wont accept calls)

• The MB server has a service called the Microsoft Exchange UM service (UMService.exe) and a UMWorkerProcess.exe

UM 2013 Performance

• Use the Exchange 2013 Server Role Requirements Calculator and Sizing Exchange 2013 Deployments (search Exchange Team blog for these)• It is designed to assume moderate UM usage• Recommendation (like 2010) is 100 concurrent calls (maximum)• Each transcription requires 1 CPU core (otherwise messages are skipped)• Scaling depends on high call concurrency and voicemail transcription

concurrency• You may need to alter server resources or scale back the number of

users per server for transcription

Know Thy Language Packs• All language packs do not offer the same features:

• Some offer the full package with both an auto attendant and Outlook Voice Access transcription and some offer only the auto attendant (there are 26 languages supported)

• Full feature language packs include the following:• Pre-recorded prompts• Grammar files• Text-to-Speech (TTS) translation• Automatic Speech Recognition• Voice Mail Preview (only 7 languages currently support)

• OVA transcription is handled at the Dial Plan level• If your users speak one language primarily you cannot provide transcription for

all at this current time

Awesome UM Information

• TechNet and the Exchange Team (logically)

• My training courses from TrainSignal:• Exchange 2010 Unified Messaging Training• Exchange 2013 Administration• Exchange 2013 Core Solutions (70-341 Certification Training)• Exchange 2013 Advanced Solutions (70-342 Certification Training) Coming

Soon!

• Exchange 2013 Inside Out: Clients, Connectivity, and Unified Messaging with Paul Robichaux

Contact and/or Follow Me

• Read my InfoWorld column on Enterprise Windows at:• http://www.infoworld.com/blogs/j-peter-bruzzese

• Email J. Peter Bruzzese at peter@trainsignal.com

• Follow me on Twitter @JPBruzzese

Track resourcesExchange Team Blog:

http://blogs.technet.com/b/exchange/

Twitter:Follow @MSFTExchange Join the conversation, use #IamMEC

Check out: Microsoft Exchange Conference 2014: www.iammec.com Office 365 FastTrack: http://fasttrack.office.com//Technical Training with Ignite: http://ignite.office.com/

Thank You

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© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows 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.