Appendix A

Implementing Unified
Messaging
Appendix Overview
• Overview of Telephony

• Introducing Unified Messaging

• Configuring Unified Messaging

Lesson 1: Overview of Telephony
• Types of Telephone Systems

• Components of a Telephony System

• Types of PBXs

• What Is a VoIP Gateway?

• Unified Messaging Protocols

Types of Telephone Systems

Phone System Description

Centrex • Organization leases several lines from

the phone company
• All calls are switched at the phone
company central office
Key Telephone System • Each phone line connects to multiple
telephones in the organization
• All the phones associated with the line
ring
Private Branch • PBX switches telephone calls on the
Exchange (PBX) customer premises
• Each user has a unique extension
Components of a Telephony System

Components of a telephony system include:

• Direct Inward Dialing (DID)

• Dial plan
• Hunt group
• Pilot number
• Coverage path
• Call transfer
Types of PBXs

PBX Type Description

Analog • Sends voice and signaling information as actual

analog sounds
Digital • Encodes analog sound into a digital format

IP PBX • Uses packet switching to carry voice

conversations over data networks
• Acts as a gateway between telephone and data
networks
Hybrid PBX • Provides both digital and IP PBX capabilities
What Is a VoIP Gateway?

VoIP gateway converts traditional circuit-switching

protocols into packet-switched protocols

• Circuit-switched networks use a dedicated connection

between two network devices, such as phones

• Packet-switched networks divide each data message into

packets that are sent to their destination and
reassembled

• VoIP enables IP-based networks as the transmission

medium for telephone calls
Unified Messaging Protocols

Protocol Description

Session Initiation • Signaling protocol used to create,

Protocol (SIP) manipulate, and disconnect interactive
communication sessions on an IP
network
Real-Time Transport • Protocol used to transmit streaming
Protocol (RTP) voice or video data over an IP network
Unified Messaging • IP-based network communication
Web Services between a client, the Unified Messaging
server, the Client Access server, and
computers running other Exchange
Server 2010 server roles
Lesson 2: Introducing Unified Messaging
• What Is Unified Messaging?

• Overview of Unified Messaging Communications

• Server Communications for Unified Messaging

• Call-Answering Features of Unified Messaging

• Outlook Voice Access Features

• How Unified Messaging Works with a VoIP Gateway

• Integrating Unified Messaging with OCS 2007 R2

• International Requirements for Unified Messaging

What Is Unified Messaging?

Unified Messaging combines voice messaging and

e-mail messaging into one store that is accessible from
a telephone and a computer

Unified Messaging features include:

• Call answering
• Outlook Voice Access
• Play on Phone
• Voice mail preview
• Protected voice mail
• Call answering rules
(Personal Auto Attendant)
Overview of Unified Messaging Communications

Unified
Unified
Messaging IP Directory
Messaging
Gateway Server
Server

IP PBX
PBX
Exchange Server Mailbox
(CAS/HT) Server

External Internal
Phones Phones Client
Server Communications for Unified Messaging

Unified Messaging servers communicate with:

• Active Directory domain controllers to locate

user mailboxes and subscriber information
• The Mailbox server role to access subscribers’
personal greetings and the contents of their
mailboxes
• The Hub Transport server role to send
messages with voice mail or fax attachments
• The Client Access server role when messaging
clients need to communicate with the Unified
Messaging server using SIP
Call-Answering Features of Unified Messaging

The Unified Messaging server can accept the following

types of calls:

• Voice messages are captured as MIME messages

and routed to the Mailbox server using SMTP
• Outlook Voice Access calls provide prompts for
Unified Messaging users to access their
mailboxes
• Auto attendant calls provide prompts for users to
locate and call Unified Messaging users
Outlook Voice Access Features

With Outlook Voice Access, users can:

• Listen to new and saved e-mail and voice-mail messages

• Forward, reply, save, and delete e-mail and voice

messages

• Review, accept, or decline meetings

• Locate users in the global address list and send

messages

• Change their PINs, spoken names, or greetings

How Unified Messaging Works with a VoIP Gateway

1
PBX Unified
Messaging
Server
VoIP
Gateway 2
3
4
Hub Transport,
Client Access,
and Mailbox
Server Domain
Controller
Integrating Unified Messaging with OCS 2007 R2

You can integrate Unified Messaging with OCS 2007

R2 to provide access to messaging and voice
functionality using both messaging and OCS clients

OCS 2007 R2 provides:

• Instant messaging
• Presence information
• Web conferencing
• Audio conferencing
• VoIP telephony
• Response Group service
International Requirements for Unified Messaging

Unified Messaging provides language packs to satisfy

international requirements for Unified Messaging

A language pack adds the following:

• Copies the language prompts that will be used to
• configure
Copies theUnified Messaging
language promptsdial plans
used and auto
to configure
attendants
Unified Messaging dial plans and auto attendants
•• Allows
Allows the
the Text-To-Speech
Text-To-Speech (TTS)
(TTS) engine
engine to
to read
read
messages
messages when
when Outlook
Outlook Voice
Voice Access
Access users
users access
access
their
their Inbox.
inboxes
•• Enables
Enables Automated
Automated Speech
Speech Recognition
Recognition (ASR)
(ASR) for
for
speech-enabled
speech-enabled Unified
Unified Messaging
Messaging dial
dial plans
plans and
and auto
auto
attendants
attendants for the language installed.

Available language packs include: German, Spanish, French,

Japanese, and more
Lesson 3: Configuring Unified Messaging
• Process for Installing Unified Messaging

• What Is a Unified Messaging Dial Plan?

• What Is a Unified Messaging IP Gateway?

• What Is a Unified Messaging Hunt Group?

• What Is a Unified Messaging Mailbox Policy?

• What Is a Unified Messaging Auto Attendant?

• Rules for Call Answering

Process for Installing Unified Messaging

1 Install the Unified Messaging server role

2 Create a Unified Messaging dial plan

3 Create a Unified Messaging IP gateway

4 Create a Unified Messaging hunt group

5 Configure a Unified Messaging mailbox policy

6 Enable mailboxes for Unified Messaging

7 Create an auto attendant

What Is a Unified Messaging Dial Plan?

Unified Messaging dial plans:

• Are used to link user mailboxes to their

extension numbers
• Are used to configure default settings such as
greetings, dial codes, and languages
• Are managed using the Exchange Management
Shell or the Exchange Management Console

You need at least one Unified Messaging dial plan, and that
dial plan requires a Unified Messaging server and an
associated Unified Messaging IP gateway
What Is a Unified Messaging IP Gateway?

A Unified Messaging IP gateway is an Active Directory

container object that logically represents a physical
VoIP gateway or IP-PBX device

Unified Messaging IP gateways:

• Are managed using the Exchange Management

Shell or the Exchange Management Console
• Can be disabled to drop all calls or stop receiving
new calls
What Is a Unified Messaging Hunt Group?

Unified Messaging hunt groups:

• Are logical representations of an existing PBX

hunt group to link IP gateways and dial plans
• Are used to locate the PBX hunt group
• Are managed using the Exchange Management
Shell or the Exchange Management Console
What Is a Unified Messaging Mailbox Policy?

Unified Messaging mailbox policies apply configuration

settings for Unified Messaging–enabled users

You can specify:

• Dial plan
• Maximum greeting length
• Login attempts before the password is reset
• PIN restrictions
• Restrictions on international calling
• Protected voice-mail settings
What Is a Unified Messaging Auto Attendant?

Auto attendants let callers navigate through a voice-

menu system to locate, and place calls to, users in
the organization

Auto attendants provide:

• Corporate or informational greetings

• Custom corporate menus
• A directory search function
• The ability to connect to the telephone of
organizational members
Rules for Call Answering

Call answering rules provide users with more control over

their personal call answering system with features such as
special greetings by contact or time of day

Call answering rules include:

• Conditions: If it evaluates to true, then run

• A greeting and menu: Collect caller’s menu

selection

• Actions: Transfer, “Find me,” or leave message

Configure call answering rules in Outlook Web App or

Outlook 2010
Lab: Implementing Unified Messaging
• Exercise 1: Installing and Configuring Unified Messaging
Features

Logon information
10135A-VAN-DC1
Virtual machines 10135A-VAN-EX1
10135A-VAN-EX2

User name Administrator

Password Pa$$w0rd
Estimated time: 60 minutes
Lab Scenario
You are a messaging administrator for A. Datum Corporation.
Your organization has deployed Exchange Server 2010. Your
users expect to have voice access to their mailboxes, so you
must enable this feature and configure Unified Messaging.
Additionally, many native German speakers work at A. Datum,
so you need to install the German language pack so that they
also can use Unified Messaging.
Lab Review
1. What Unified Messaging features does Exchange Server
2010 provide?
2. Which Exchange Server 2010 Unified Messaging
components do you need to configure before you can
use Unified Messaging?
3. What do you do to support other languages in Unified
Messaging?
Module Review and Takeaways
• Review Questions

• Common Issues and Troubleshooting Tips

• Best Practices

• Tools