Benefits and features of Exchange Unified Messaging

Benefits of Exchange Unified Messaging

• Exchange Unified Messaging enables users to access their mailboxes from various devices such as telephones and mobiles using Outlook Voice Access (OVA).

• Voice mail, email, calendar data and fax messages are stored in user’s inbox.

• Unified Messaging helps in reducing the cost by integrating email, voice mail and fax, which otherwise would require separate infrastructure.

• Play voice message on PC or phone.

• Provides out of office voice mail greetings to the callers


Features of Exchange Unified Messaging

• Exchange ActiveSync: Exchange ActiveSync is a protocol to connect mobile devices such as smart phones or PDAs to the Exchange Server. It help in accessing mailbox, view email and fax messages, view and change calendar information and listen to voice message. It uses direct push technology to establish HTTPs connection between mobile device and Exchange. In Exchange 2007 and Administrator can issue remote wipe command through Exchange Management Console or Exchange Management Shell to wipe out the information from the mobile devices in case the device is lost or stolen. Users can also issue remote wipe command from Outlook Web Access.

• Outlook Voice Access (OVA): When a user dials Subscriber Access Number set on Exchange Unified Messaging to access their mailbox they are presented with a series of Telephone User Interface (TUI) or Voice User Interface (VUI) prompts. These are together called as Outlook Voice Access. OVA can be accessed from anywhere using telephony device.

• Auto Attendant (AA): It is a series of voice prompt that a caller hears instead of human operator. Callers can place a call to the Unified Messaging enabled users using either Dual Tone Multi Frequency (DTMF) inputs or voice activated inputs such as speech recognition.

• Voice Call: it is used when an internal or external user leave a voice message. Incoming voice messages are created as Multi Purpose Internet Extension (MIME) messages. Then they are submitted by using SMTP to the HUB Transport Server. HUB Transport server then delivers to the mailbox server using SMTP.

• FAX Call: It is used when an internal or external user calls from a Fax to unified messaging enabled phone number. Fax calls are handled in the similar way as voice calls.


Exchange Unified Messaging Call handling

Exchange Unified Messaging server delivers the call by using transport protocols such as SMTP, RPC, MAPI or LDAP. Exchange Unified Messaging uses Active Directory to resolve incoming calls to the users. For the incoming calls to function correctly, users extension must be listed in Active Directory as well as in the user’s Unified Messaging configuration.



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VOIP Telephony Concepts used with Exchange Unified Messaging

VOIP Telephony Concepts used with Exchange Unified Messaging

To successfully deploy Unified Messaging in an Organization, you need to know Voice mail and telephony concepts such as Circuit Switching, Packet Switching and VOIP.

Circuit Switched Network

It is a dedicated connection that connects two nodes so that the two nodes can communicate with each other. After a call is established only two nodes can use the connection until one of the two parties ends the call. Circuit Switched Network ensures a level of service by transferring large amount of data with guaranteed transmission capacity. There are two types of Circuit Switched network, they are:
· Analog Circuit Switched Network
· Digital Circuit Switched Network

Public Switched Telephony Network (PSTN)

PSTN is a technology using which multiple calls can be transmitted over the same physical medium. PSTN shares available bandwidth more efficiently over the same physical network connectivity.

Connectivity Concepts

T1 and E1 Lines: They work more or less in the similar war and can carry multiple digital voice channels. T1 is used mostly in North America and Japan while E1 is mostly used at UK, Australia and New Zealand. T1 can carry 24 channels per frame, out of which 23 are used for voice while one is used for data signaling. E1 can carry up to 32 channels per frame out of which 30 are used for voice and 2 are used for data signaling.

Trunk Lines: Trunk lines are used to connect Corporate PBX to the Phone Company’s Central Office Switch.

Tie Lines: Tie Lines are T1 or E1 lines that is used to connect 2 or more Corporate PBX systems using Inter-PBX Network signaling or Protocols.

Time Division Multiplexing (TDM): TDM is a technology for transmitting a number of separate voice signals separately over a single physical high Bandwidth phone line. Using this technique the line can be divided into smaller multiple fixed bandwidth channels, each carrying its own voice signal. This shares the transmission productivity of the high bandwidth line. This is how T1 and E1 lines are divided.

Analog PBX systems

Analog PBX systems use the following protocol

In-Band Dual Tone Multi Frequency (DTMF) signaling: It defines a Protocol where call signaling contains DTMF tones. These are within the voice frequency range and are carried in the same channel as voice. The Call Diversion information is supplemental signaling, but it is required to support voice mail.

Out of Band RS232 Signaling: It defines a supplementary protocol where the call signaling is carried on a separate channel from voice. This is done on a separate wire or serial connection using RS232. Out of Band RS 232 signaling is also known as Simplified Message Desk Interface (SMDI).
Exchange Unified Messaging uses VOIP Gateway to transfer analog circuit switching protocols to packet switching protocols. VOIP gateway interprets and translates the call diversion information from the PBX specific protocol to Unified Messaging supported SIP protocol.

Digital PBX systems

Digital PBX system uses the following protocols

Set Emulation: it is used when the signaling protocol is proprietary to the PBX vendor. In this case VOIP gateway must be able to interpret the protocol and translate to Unified Messaging understandable protocol.

QSIG: it is a signaling protocol that is based on ISDN Q.931 standard. QSIG is used between corporate PBX systems and it allows multiple PBX systems to operate together in feature transparent way. Therefore large and distributed Organizations can appear to have a single phone system, though they may have multiple PBX system. QSIG can also be used as Circuit Switch and signaling protocol translated by VOIP gateway.

Channel Associated Signaling (CAS): It is a signaling protocol associated with each channel of voice in a T1 environment. Within the channel, bits are robbed and replaced with basic call signaling information. However, basic CAS does not include the signaling requirements for voice mail. These are provided through In-Band DTMF or RS232 signaling.

Voice over IP (VOIP): It is a technology where voice data is sent in packets by using IP instead of traditional circuit transmission or circuit switched telephone lines of PSTN.

VOIP protocols used by Unified Messaging

SIP: It is a text based application layer signaling and a call control protocol. It is used for initiating, modifying and ending an interactive user session, which involves multimedia elements such as voice, video, instant messaging, online games and virtual reality. It supports both unicast and multicast communication. SIP is used only for setting up and tearing down voice or video calls. SIP uses RTP for transferring digitized audio data between parties participating in a call. Each RTP packet contains one or more media pay loads and other relevant information, such as time stamp and sequence numbers.

Real-time Transport Protocol (RTP): It is standard packet format for delivering audio and video over a given network. RTP uses dynamic ports that are negotiated between sender and receiver.

T.38: It is a protocol that allows you to send FAX messages over an IP based network. Then the IP based network uses SMTP and MIME to send the message to the recipient’s mailbox.

Call Diversion Information

While using Unified Messaging systems you need called party and call diversion information so that the system is aware of the recipients. When an outside caller dials a number of someone inside the business, the call is routed to the Central Office and then to the appropriate customer site’s PBX system. The PBX routes the call to the appropriate desk phone. If the recipient of the call is not at the desk, the call is directed to Ring No Answer. Then, the PBX uses it’s call coverage information to check where the unanswered call should be routed.

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Exchange 2007 Unified Messaging Clients Overview

Exchange 2007 Unified Messaging Clients Overview

Overview

Exchange 2007 Clients such as Outlok 2007, Outlook Web Access, Outlook Voice Access and Mobile ActiveSync provides access to emails, voice messages and Fax from the user’s mailbox.

With Outlook 2007 users can access their emails and Fax messages, edit calendar information and listen to theit Voice Messages either through embedded Windows media player in Outlook or through Play on Phone functionality. With Outlook Voice Access (OVA) users can access their mailbox either through Telephone User Interface (TUI) or through Voice User Interface (VUI) and perform the same functionality as available with Outlook 2007. Please be noted that the Outlook feature for Exchange UM are installed on per computer basis instead of per user basis. Below are the feature provided by Outlook 207 to the UM enabled users.

• Distinguish voice and fax messages from emails by using icons.
• View all voice mails in one location.
• Play voice messages using Outlook integrated Windows Media Player.
• Play voice messages on phone.
• Configure individual voice message settings.
• Reply voice messages through emails.
• Configure voice message greetings that can heard by the callers.
• Add received phone numbers to contacts using keyboard shortcuts.

Voice Message configurable options in Outlook 2007

• Telephone Access Number: It is used to specify the number that the user can dial to access their messages, calendars and contacts by using OVA. This number is referred to as Subscriber access Number or Pilot number. These numbers are applied to all the users of a Unified Messaging Dial Plan.
• Reset PIN: This helps the users to reset their Voice Message PIN without the intervention of the Administrator.
• Play on Phone: This is the number that Exchange Unified Messaging Server will dial for the users to listen to their emails.by default it is the extension number of the user, but can be changed by the user.
• Voice Messaging Greetings: It is used to configure Voice Message greeting that the caller should hear in case if the user is no in position to pick the call.

Some of the functionalities that can be used by the below shortcut keys

• ALT + S: To disable or enable missed call notification.
• ALT + R: To reset Voice Message PIN
• ALT + F: To select the email folder to read emails.
• ALT + P: To enter Play on phone number
• ALT + V: To choose Voice Message greeting.
• ALT + O: To select Out of Office greeting.

Administering Unified Messaging Clients

To provide users with Unified Messaging features, you must deploy Outlook 2007 on all the clients and Exchange 2007 Server with atleast below roles.

• Exchange HUB Server: This is required for the usual mailflow
• Exchange CAS Server: This role is required for OWA, OVA and play on phone feature to work properly.
• Exchange Mailbox Server: This role is required for the Mailbox functionality to the users.
• Exchange Unified Messaging Server: This role is required to provide Unified Messaging functionality to all the Unified Messaging enabled users.

Enabling user for Unified Messaging

When a user is enabled for Unified Messaging, you configure SIP or E.164 address to the user. Once enabled, these settings can only be changed by using EUM address menu on the email address tab in the User Mailbox properties. Users can be enabled for Unified Messaging by using Exchange management console or through Exchange management shell.

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Configuring Exchange Unified Messaging Policy

Configuring UM Environment

UM requires several Active Directory directory Service objects to be created and configured for Unified Messaging to function properly. The steps for doing this are as follows:
1. Create a Dial Plan Active Directory object.
2. Create a Unified Messaging IP Gateway Active Directory object and associate with Dial Plan Active Directory object.
3. Create a Hunt Group Active Directory object and associate it with the Unified Messaging IP Gateway.
4. Associate Unified Messaging Server object with the Dial Plan.
5. Enable Unified Messaging role on the Exchange Server. At this point Unified Messaging server discovers all VOIP / IP Gateway associated with the Dial Plan. A default Unified Messaging Mailbox policy is created each time you create a Unified Messaging Dial Plan.
6. Enable users and associate them with the Mailbox Policy


What is Dial Plan?

Dial plan is an Active Directory object that logically represents group of PBX or IP/PBX systems that share common user extension numbers. Dial Plans are used to establish common set of policies for a set of users. Users who belong to the same Dial Plan have:
1. An extension number that uniquely identifies the user mailbox in Dial Plan.
2. The ability to call or send Voice messages to other members in Dial Plan by the extension numbers.
Users can be member of one Dial Plan. Each time a Dial Plan is created Unified Messaging policy by the name of Default Policy gets created. Dial Plan can be configured with the Following topologies:
· Single Dial Plan using one PBX
· Single Dial Plan with multiple PBXs
· Multiple Dial Plan with one PBX
· Multiple Dial Plan with Multiple PBXs


Role of IP Gateway

IP Gateway is the container that logically represents a physical IP gateway that can be used to process Unified Messaging calls. The combination of IP Gateway and Unified Messaging Hunt Group establishes a logical link between an IP / VOIP Gateway device and Unified Messaging Dial Plan. For IP / VOIP Gateway to process calls it must be associated with atleast one Dial Plan, while that Dial Plan must be associated with one Unified Messaging Server. So if IP / VOIP Gateway is deleted Unified Messaging Server associated with it will no longer be able to process call request from Unified Messaging IP Gateway.

Unified Messaging IP Gateway Active Directory object consists of Unified Messaging Hunt Groups and IP Gateway configuration settings. When a call comes to the IP Gateway it forwards the call to the associated Unified Messaging Server. The Unified Messaging server then matches
the extension number within the scope of associated Dial Plan


Role of Unified Messaging Hunt Group

Unified Messaging Hunt Group is a group of extension numbers that are grouped in a single logical unit. Each Hunt group that is created on PBX or IP/PBX uses Pilot number to locate the Hunt Group and extension numbers on which the incoming call was received with. Without a defined Pilot number PBX or IP/PBX cannot locate the device to terminate the call. When an incoming call is answered, the call is redirected to the Hunt Group and then to the Unified Messaging Gateway and finally to the Exchange Unified Messaging Server. Unified Messaging Hunt Groups are used to locate the PBX or IP/PBX hunt Group from which the incoming call was received.

A Pilot number that is defined for a Hunt Group in the PBX or IP/PBX must also be defined within the Unified Messaging Hunt Group whenever a single gateway is connected to multiple PBXs and, therefore multiple Dial Plans. The Pilot number is used to match the information presented for incoming calls through the SIP signaling information on the message. The Pilot number allows the Unified Messaging Server to interpret the call and the correct Dial Plan. So the call can be located correctly. It is very important to configure the Unified Messaging Hunt Groups correctly because incoming calls that do not correctly match the Pilot number defined on the Unified Messaging Hunt Groups are not answered.


Role of Exchange Unified Messaging Server

The Exchange Unified Messaging Server Active Directory object is the logical representation of the physical server on which Unified Messaging role is installed. The Unified Messaging Server processes and routes incoming calls correctly to the Unified Messaging enabled users only if it is associated with atleast on Unified Messaging Dial Plan and the Unified Messaging Dial Plan is associated with atleast with one Unified Messaging IP Gateway.


Role of Exchange Unified Messaging Mailbox Policy

Unified Messaging Mailbox policy are used for applying and standardizing Unified Messaging configuration setting such as PIN policies, Dial restriction and other general Unified Messaging Mailbox policy property for Unified Messaging enabled users. When a user is enabled for Unified Messaging, you set the Unified Messaging property on the user’s mailbox object such as Associated Dial Plan, Associated Mailbox Policy and extension number.

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Exchange Unified Messaging Overview

Unified Messaging Functionality

Unified Messaging provides Voice Mail, Email and FAX into one Inbox, which can be accessed either from any Telephony System or from Internet Connected PC. To provide Unified Messaging functionality Exchange Server with Unified Messaging role can be integrated directly with IP PBX or with Legacy PBX using Media Gateway. Unified Messaging provides the following functionality.
· Accepts incoming SIP or RTP Signal.
· Call Answering to the incoming voice messages and Fax messages.
· Accessibility to the mailbox from any Telephony device using Outlook Voice Access (OVA).
· Receives Faxes and delivers to the intended user’s Mailbox.
· Voice or Touch tone enabled Auto Attendant.
· Record and play back of voice messages from the Mailbox.

Unified Messaging role can be installed on any AD member server that may or may not have another role configured.

Unified Messaging Voice and Fax Calls

Unified Messaging provides receiving of incoming voice messages and fax from the internal as well as external users. It then delivers voice message and fax to the intended user’s mailbox as an attachment. It also provides Call Answering functionality to Unified Messaging enabled users so that the callers can leave voice message in case if the user is not in position to answer the call. The users can then access the information from anywhere using any telephony device or internet connected PC.

PBX uses call convergence information to direct the call to the Pilot number of Exchange Unified Messaging Server. For Exchange Unified Messaging Server the Pilot number is the same as the Pilot number of the Media Gateway. Media Gateway converts the Circuit-Switched Call (CSC) to the VOIP Protocols such as Session initiation Protocol (SIP) or Real-time Transport Protocol (RTP) for voice messages and T.38 protocol for Fax messages. When a Unified Messaging enabled user calls to the Subscriber Access Number using OVA, the call is transferred by PBX to the Exchange Unified Messaging Server. Exchange Unified Messaging Server then communicates with the Exchange Mailbox Server for retrieving mailbox information. If the user delivers mail using OVA, then Mailbox Server communicates with the Exchange HUB Server for further delivering internally or externally as usual.

Unified Messaging Auto Attendant
Unified Messaging Auto Attendant is the collection f voice prompts that a caller hear instead of Human Operator. To interact with Auto Attendant, callers can use voice input if Automatic Speech Recognition (ASR) or Dual Tone Multi Frequency (DTMF ) also known as Touch Tome inputs is enabled. Auto Attendant gives ability to
· Create customized Menu for external Callers
· Define Information greeting, Business hours greeting and non business hour greeting.
· Define how to search Organization’s directory, so that callers can call a specific user.
· Describe how to connect to user’s extension, so external callers can call a user by specifying the extension.

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