Unified Messaging in Exchange Online Dedicated

Transcription

1 Dedicated IT Professional & Service Desk Feature Guide Unified Messaging Feature Guide Office 365 Dedicated & ITAR-Support Plans Revised: August 27, 2013

2 The information contained in this document represents the latest available subject matter available to Microsoft Corporation as of the date of publication. Since Microsoft must respond to changing market conditions, this document should not be interpreted as a commitment of any type on the part of Microsoft. Further, Microsoft cannot guarantee the accuracy of any information presented after the date of publication. The content of this document is proprietary and confidential. The material is intended only for customers of the dedicated and ITAR-support plans of Office 365 for enterprises. This content is provided to you under a Non-Disclosure Agreement and cannot be distributed without the express written permission of Microsoft Corporation. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in, or introduced into, a retrieval system or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise) or for any purpose without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft; the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or any other intellectual property. Reference for additional information. Descriptions in this document of the products of other companies, if any, are provided only as a convenience. Such references should not be considered an endorsement of a product by Microsoft nor as an indication of support provided by Microsoft for a third party product. Microsoft cannot guarantee the accuracy of the third party references since product offerings of these companies may change over time. In addition, the descriptions are intended to be brief highlights to aid understanding rather than as thorough subject matter coverage. For authoritative descriptions of these third party products, please consult their respective manufacturer. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. Microsoft and Windows are either registered trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, without the expressed written permission of the Microsoft Corporation. 2

3 About this guide 4 In scope topics 4 Out of scope topics 4 Exchange Server, Exchange Unified Messaging (UM), & Lync Product Fundamentals 4 Support for Exchange Unsupported UM Functionality 4 What s New 5 What is Unified Messaging? 6 Overview 6 UM Reference Material 8 Understanding Unified Messaging Features (Microsoft TechNet)... 8 Managing Unified Messaging Users (Microsoft TechNet)... 8 Managing Unified Messaging Components (Microsoft TechNet)... 9 Establishing a Unified Messaging environment within Office UM Deployment & Initial Provisioning 10 Infrastructure Requirements 11 Establishing Auto Attendants 11 Use of Language Packs 12 Voice Mail Preview Activation 12 Co-existence & Migration Considerations 13 Provisioning Lync Online Clients 13 Administration within the Unified Messaging environment 14 Administration Roles and Responsibilities 14 System Level Provisioning 15 User Level Self-Service Administration 16 Supporting the Unified Messaging environment 17 Technical Support Roles and Responsibilities 17 Appendix A: Unified Messaging Terms & Definitions 18 3

4 About this guide In scope topics The Unified Messaging (UM) implementation specifically for the dedicated and ITAR-support plans of Office 365 for enterprises is described within this guide. The following topics are included: An overview of UM functionality within Exchange Online How to establish a UM environment using an on-premises Lync Server or Lync Online Administration of a UM environment Supporting a UM environment Additional resources Out of scope topics Exchange Server, Exchange Unified Messaging (UM), & Lync Product Fundamentals The functional aspects of Exchange Server and Exchange Unified Messaging (UM) within Office 365 for enterprises are similar to an on-premises implementation. Any customer interested in utilizing the UM feature within Office 365 is expected to have a good understanding of the features and administrative responsibilities of Exchange products. Similarly, customers utilizing the Lync client with either Lync Server on-premises or Lync Online are expected to be familiar with the functional aspects of these products. Information describing unique Exchange and Lync feature implementations, best practices, troubleshooting steps, and tools used within Office 365 for enterprises will be presented. Support for Exchange 2007 The UM offering for Office 365 is not supported within an online instance of Exchange Lync interaction with, or the use of, Exchange UM within Exchange 2007 will not be addressed. Unsupported UM Functionality Any UM features or integration with external systems listed as not supported in the Microsoft Exchange Online for Enterprises Dedicated Plans Service Description are not described within this guide. Note: Not all generally available documentation produced by Microsoft for Exchange UM is applicable for the dedicated and ITAR-support plan offerings of Office 365 for enterprises. Documentation simply labeled Office 365 for enterprises may only pertain to the multi-tenant version of Office 365. Content accessible via links provided within this guide and via links shown within the Exchange Online page of the Release Documentation and Training Material area of the Office 365-D/ITAR Extranet site are reliable sources. 4

5 What s New This latest release of the feature guide contains the following updates: Removed limitation regarding Information Rights management (IRM) protection of voice messages Removed limitation regarding use of Play on Phone feature Added section describing infrastructure requirements including forest trust, SSL certificate generation Added updates describing expanded customer self-service capabilities to accommodate IP gateway and UM dial plan management 5

6 What is Unified Messaging? Overview Unified Messaging (UM) is the integration of various forms of electronic messaging and communications media technologies (e.g. and voice mail systems) into a single information management solution which offers access to content using a variety of devices and applications. Within the Unified Messaging model of the dedicated and ITAR-support plans of Office 365 for enterprises (referred to as O365-D/ITAR within the balance of this document), the Exchange Online 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 O365-D/ITAR. The diagram below illustrates the typical components for an on-premises Lync Server configuration supported by Exchange Online. For a Lync Online implementation, all Lync Server components are located within the Office 365 data center environment. 6

7 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-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 outside of the corporate network. The initial UM release offered within the Exchange Online service of O365-D/ITAR provides hosted voice mail support. 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. Organizational or personal auto attendant functionality is available to route callers to specific Lync or telephony endpoints. Spoken , 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 O365-D/ITAR Exchange Online customers: Delivery of voice mail to an Exchange Online mailbox 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 Organizational 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 voic 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 Microsoft Exchange Online for Enterprises Dedicated Plans Service Description. See also additional information described in the sections below. 7

8 UM Reference Material To gain familiarity with the UM capabilities of Exchange Server and the Hosted Voice Mail feature, the following resources are available: Understanding Unified Messaging Features (Microsoft TechNet) Represents lead article for all UM features. Note the following features are not supported within the release of UM for the O365-D/ITAR plans (i.e. Microsoft TechNet documentation for these features is not applicable): Connectivity with other PBX and IP PBX configurations FAX support Message Waiting Indicator Missed Call and Voice Mail Notifications Using SMS Note: Use of the Protected Voice Mail feature requires Information Rights Management (IRM) infrastructure within the customer premises and Office 365 environments. After these requirements have been met, a Configuration Request can be placed with a Microsoft Service Delivery Manager to activate the Protected Voice Mail feature. Managing Unified Messaging Users (Microsoft TechNet) Represents lead article containing links to UM user administration articles including the following: Enabling/disabling a UM user Configuring UM mailbox policy on a user mailbox Enabling/disabling call answering rules PIN security Notes: 1. Within the UM offering for O365-D/ITAR plans, 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. 2. Only an Exchange Administrator (not a user) can enable or disable UM for a user. 8

9 Managing Unified Messaging Components (Microsoft TechNet) Represents lead article containing links to UM system administration articles covering the following: Managing UM organizational level auto attendants (including configuring the Language Setting on a UM Auto Attendant child article) Managing UM dial plans (including configuring the Default Language on a UM Dial Plan child article) Managing UM mailbox policy Managing IP gateways Managing UM hunt groups Note: Actions involving the association or removal of UM servers with dial plans require placement of a Configuration Request with a Microsoft Service Delivery Manager. Establishing a Unified Messaging environment within Office 365 A Unified Messaging implementation for the O365-D/ITAR plans of Exchange Online can be established for Lync clients associated with either an on-premises Lync Server environment or the O365-D/ITAR version of Lync Online. For either implementation, a minimum of Exchange Online Dedicated Plan 2D is required as described in the Microsoft Exchange Online for Enterprises Dedicated Plans Service Description. The balance of this section addresses the steps to initiate the activation of UM within Exchange Online, configure Lync Server on premises or Lync Online to interact with UM, and the characteristics of a co-existence environment (Exchange configuration involving a combination of users on Exchange Online and an on-premises Exchange Server 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. Interconnecting Lync Online with Exchange Online (both services within O365-D/ITAR) is fully managed by the service delivery teams of Microsoft Online Services. 9

10 UM Deployment & Initial Provisioning The activation of UM is managed by the Deployment Program Management team of Microsoft Online Services. Following customer commitment to implement Lync on-premises or Lync Online, a Deployment Program Manager (DPM) will assist with gathering all information required to establish a UM environment for a specific customer. An overview of the steps performed by the customer and Microsoft for each Lync implementation type are described below. Task Ownership CORE FUNCTIONALITY Deployment & Initial Provisioning Process Tasks Lync On-Premises Implementation (customer managed) Lync Online Implementation (Microsoft managed) 1. Complete environment discovery questionnaire and provide to Microsoft Online Services for verification of prerequisites 2. Create required Active Directory security groups for Role Based Access Control (RBAC) 3. Establish connectivity between Lync front end server and Office 365 Active Directory server Microsoft 4. Establish connectivity between Lync servers (front end, mediation, and edge) and Exchange Online UM Microsoft environment 5. Activate UM within Exchange Online and include customer selected language packs Microsoft Microsoft 6. Confirm Lync client connectivity to Exchange Online UM environment 7. Establish outbound calling capability from UM environment via IP network infrastructure (support for transfer to operator extension, personal auto attendant, Microsoft and manual external call initiation) 8. Verify all UM core feature functionality 9. Apply additional UM configuration settings (organizational level auto attendants, dial plans, mailbox policy, IP gateway, hunt groups) 10. Associate UM servers with dial plans Microsoft Microsoft 11. Enable users Documentation describing UM implementation details for any custom steps (i.e. deviation from standard product documentation release) for the tasks listed above will be provided by the Microsoft DPM. Best practices and supplemental information related to feature settings and configurations are described in the balance of this section. 10

11 Infrastructure Requirements Prior to performing administrative steps to establish a UM environment, several infrastructure requirements must be met. During the discovery phase for a UM deployment, a Microsoft DPM will assist with clarifying 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 Required open UDP and TCP ports for Lync Round-trip time maximum transmission delay of 300 milliseconds between all Lync devices and the Office 365 UM servers. Establishing Auto Attendants Two types of auto attendants are available within UM: organizational and personal. The organizational auto attendants provide an ability for a caller to hear automated announcements, select options to route their call to a desired destination, or 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 organizational auto attendant requires careful planning and implementation. Detailed information can be found within Understanding Unified Messaging Auto Attendants, Unified Messaging Auto Attendant Call Processing, and Managing UM Auto Attendants. s are advised to utilize their Microsoft Premier Support agreement if assistance is required. Note: Within the O365-D/ITAR plans, only the Remote PowerShell option can be used to configure an organizational auto attendant. See Administration within the Unified Messaging environment below for a description of the procedures to manage personal auto attendant functionality. 11

12 Use of Language Packs The UM feature within Exchange Online offers the ability to present pre-recorded prompts, text-to-speech language translation, and automatic speech recognition in several languages. For the UM offering of the O365- D/ITAR plans, four (4) additional language packs in addition to the base English language pack (en-us) can be added to the UM environment. Language pack selection can be made at the time of initial deployment or post deployment. A Microsoft Service Delivery Manager can assist with the process to request the installation of a specific language pack. Additional information regarding UM language packs can be found in Understanding Unified Messaging Languages. Included are links to articles describing how to configure UM languages for dial plans (which affect 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 TechNet article cited above for additional information. Voice Mail Preview Activation The Voice Mail Preview feature can be enabled or disabled for 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 message. If this option is disabled on the UM dial plan, Voice Mail Preview will not be available to users associated with the UM mailbox policy. See Enable or Disable Voice Mail Preview on a UM Mailbox Policy for additional information. 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. 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. 12

13 Co-existence & Migration Considerations When users of an organization are distributed between Exchange Server environments existing on-premises and within Exchange Online, this hybrid configuration is known as coexistence. Within the O365-D/ITAR plans, a coexistence configuration is a temporary state which represents the period of time to migrate all on-premises users to the online environment following Service Acceptance. 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. When an Exchange 2007 or Exchange 2010 on-premises UM enabled mailbox is migrated to Exchange Online, the following conditions apply: Migration FAQ Will all voice mails in the mailbox be migrated? Will user s voice mail greeting be migrated? Will user s spoken name be migrated? Will user s voice mail PIN be migrated? Does the admin have to manually UM-disable the mailbox before migration? Does the admin have to manually UM-enable the mailbox after migration? Answer Yes Yes Yes No Yes Yes Provisioning Lync Online Clients Subscribers for the Lync Online service of O365-D/ITAR are provisioned using the Microsoft Managed Solutions Service Provisioning Provider (MMSSPP) tool. When specific user object extension attributes are configured within the on-premises Active Directory, these attributes are propagated by MMSSPP to the managed Active Directory within Office 365. For Lync Online, Active Directory attributes representing an Entitlement Bitmap (Lync or Office Communicator client features that should be enabled/disabled for a specific Lync Online user) and an Entitlement String (telephone number and other telephony attributes of the user) are supported. 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 held within the Release Documentation and Training Materials area of the O365- D/ITAR Extranet site see the MMSSPP & Provisioning Tools landing page. 13

14 Administration within the Unified Messaging environment Administration Roles and Responsibilities Following the initial deployment phase for UM, the customer is 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 Role Based Access Control (RBAC) enabled tasks managed via PowerShell Generating and configuring UM dial plans Generating, configuring, and modifying UM mailbox policies (selfservice) Microsoft (Configuration Request) Enabling and disabling a UM users Creating, configuring, and modifying organizational auto attendant Generating and configuring UM IP gateway objects and hunt groups Association or removal of UM servers with dial plans UM language pack installation and removal Setting default language pack for dial plans and auto attendants Setting & resetting user PIN Administration of personal preferences: Call Answering Rules (a.k.a. personal auto attendant) PIN Reset Greetings Outlook Voice Access Voice Mail Preview Notifications Notes See UM section of Self-Service Administration Feature Guide available on the Exchange Online landing page of the Extranet site. See Managing Unified Messaging Components summary. See Managing Unified Messaging Users summary. See Managing Unified Messaging Users summary. See Managing Unified Messaging Components summary. See Managing Unified Messaging Components summary. Submit Configuration Request Submit Configuration Request See Managing Unified Messaging Components summary. See Managing Unified Messaging Users summary. See Managing Unified Messaging Users summary and User Level Self-Service Provisioning section below. 14

15 System Level Provisioning Within the O365-D/ITAR plan offerings, UM provisioning is managed using PowerShell. A PowerShell script pack, provided by Microsoft Online Services, includes a collection of.ps1 files capable of performing the following system level functions: Enabling a single UM mailbox Disabling a single UM mailbox Bulk enabling UM mailboxes The Administration Scripts Package (scripts and usage instructions) is available on the Exchange Online landing page of the O365-D/ITAR Extranet site. Note: Specific RBAC roles and security groups are required to execute remote PowerShell cmdlets. See UM deployment documentation provided by the Microsoft DPM to understand which groups need to be created. Important: s are encouraged to use the scripts within the script pack provided by Microsoft Online Services to reduce the potential for UM provisioning errors and also to realize the benefits of automated provisioning. The scripts are generic and are expected to be usable in all customer environments. If errors occur when a script is executed, the content of the script should be used as an example to create a customized script for a particular customer environment. Microsoft Online Services provides the UM provisioning scripts as a convenience to O365-D/ITAR customers without warranty, expressed or implied. 15

16 User Level Self-Service Administration Users can configure and/or modify personal UM settings using the user interface provided via Outlook Web App. Exposed features include the following: Call Answering Rules (personal auto attendant) PIN Reset Greetings Outlook Voice Access Voice Mail Preview Notes: The Outlook Web App display also may show the text messaging Notifications feature this feature is not enabled within O365-D/ITAR. To access the personal feature management user interface, a user can access their Exchange Online mailbox via Outlook Web App and click on the options illustrated below. The configuration options for the user are self-explanatory on the Voice Mail options page. Additional user assistance feature information can be found within Introduction to Microsoft Exchange Unified Messaging. 16

17 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 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 Lync Server infrastructure support (if Lync on-premises solution 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 Exchange 2010 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 O365-D/ITAR: 0&query=kb%20%22online%20dedicated%22%20unified%20messaging If the issue experienced cannot be resolved using the troubleshooting articles within the Microsoft Support site, the Exchange Online Unified Messaging Diagnostic Tools material for O365-D/ITAR 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 Exchange Online landing page of the O365-D/ITAR Extranet site. 17

18 Appendix A: Unified Messaging Terms & Definitions The following table contains the terms and definitions that are used with Unified Messaging. Audio Codec Audio Notes Auto Attendant Automatic Speech Recognition (ASR) Call Answering Call Answering Rules Circuit-Switched Networks Conditional Call Forwarding Dial By Name Dial Plan 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. Text-based notes that can be added to a voice mail message that has been received in Office Outlook 2007, Outlook 2010, or Outlook Web App. 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. A technology that enables a computer to match human speech to a predefined set of words or phrases. 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. 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. 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. 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. A feature that enables a caller to spell a person s name using the keys on a telephone (ABC=2, DEF=3, etc.). 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, fixedlength number. 18

19 Dialing Rule Group Hunt Group Internet Protocol Private Branch Exchange (IP PBX) 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 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. 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. 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 1. A third-party hardware device or product that connects a legacy PBX to a LAN. An IP gateway translates or converts TDM or telephony circuitswitched protocols to packet switched protocols that can be used on a VoIP-based network. 2. 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 A service that implements Unified Messaging capabilities for UM-enabled users. Unified Messaging Service Missed Call Notification An message that is sent to a UM-enabled user that indicates that someone called but did not leave a voice message. Organizational (see Auto Attendant) 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 , 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. 19

20 Packet-Switched Networks Personal Auto Attendant Play On Phone Private Branch Exchange (PBX) Protected Voice Mail Public Switched Telephone Network (PSTN) Reverse Number Lookup (RNL) RTAudio Codec SIP Notification SIP Peer Star Out Subscriber Access Number 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. (see Call Answering Rules) A Unified Messaging feature that users can use to play their voice messages or play and record personalized voice mail greetings over a telephone. 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. 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. 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. A method used to try to locate the name of a person, from a directory or other information store, based on a telephone number. 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. A SIP notification is a SIP message sent from one SIP peer to another to advise it of a change. A SIP-enabled device that provides telephony communications between an IP gateway or SIP-enabled IP PBX and a Unified Messaging server. 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 and voice mail. To do this, they press the star key while the auto attendant prompts are being played. 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. 20

21 System Prompt Telephone User Interface (TUI) Text-To-Speech (TTS) UM Worker Process Manager Unified Messaging Unified Messaging Server Role Voice Mail Voice Mail Preview Voice Over IP (VoIP) VoIP Gateway Voice User Interface (VUI) 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. An interface that is used to navigate the menus of a Unified Messaging system using DTMF, also known touchtone, inputs. Technologies for translating or converting typewritten text into speech. A component that handles the creation and monitoring of all the UM worker processes that are created. An application that consolidates a user s voice mail and into one mailbox, so that the user only needs to check a single location for messages, regardless of type. The server is used as the platform for all types of messages, making it unnecessary to maintain separate voice mail and infrastructures. A set of components and services that enable voice and messages to be stored in a user s single mailbox. Users can also access their Exchange mailbox from a telephone or a computer. The Unified Messaging server role is included in Exchange Server 2007 and Exchange A system that records and stores telephone messages in a user mailbox. A feature that provides text, transcribed from the audio recording, on a voice message when it is delivered. The practice of using an IP data network to transmit voice calls. A computer device that converts between circuit-switched telephony protocols and VoIP protocols. An interface that is used to navigate the menus of a Unified Messaging system using speech inputs. 21