Nortel Networks NN43001-122 User Manual

Nortel Communication Server 1000

Communication Server 1000 with Microsoft Exchange Server 2007 Uniﬁed Messaging Fundamentals

Release: Release 5.5 Document Revision: 02.04

www.nortel.com

NN43001-122

Nortel Communication Server 1000 Release: Release 5.5 Publication: NN43001-122 Document release date: 24 October 2008

Sourced in Canada

LEGAL NOTICE

While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.

Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

Contents

New in this Release 5

Other 5

How to get help 7

Contents 7 Getting help from the Nortel web site 7 Getting help over the telephone from a Nortel Solutions Center 7 Getting help from a specialist by using an Express Routing Code 8 Getting help through a Nortel distributor or reseller 8

Communications Server 1000 with Microsoft Exchange Server 2007 Unified Messaging 9

Overview 9

Revision History 5

Multiple Microsoft Exchange Unified Messaging servers on a single

network 11 Operational Considerations 12 Microsoft Exchange Unified Messaging operational characteristics 13 CS 1000 set configuration 14 SIP provisioning guidelines 14

Configuration of Communications Server 1000 with Microsoft Exchange Server 2007 Unified Messaging 17

Configure a new user mailbox for Microsoft Exchange Unified Messaging 18 Enable a new user mailbox for use with Microsoft Exchange Unified

Messaging 22 Configure a new Dial Plan for Microsoft Exchange Unified Messaging 25 Configure the Operator Assistance feature 30 Install Geomant Message Waiting Indicator (MWI) application 33

Installation of Multiple MWI applications 34

Configure Geomant Message Waiting Indicator (MWI) application 34

Additional notes on configuring CS1000 for MWI 38

Configure Microsoft Exchange Unified Messaging in CS 1000 Element

Manager 38

Configure a Node in Element Manager for use with Microsoft Exchange Unified

Messaging 38

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Configure Subscriber Access, Auto Attendant, and MWI DN information 40 Configure information for the MWI Application DN 43 Select MWI Dial Plan type 43 Voice mail softkeys configuration 44 Allowing calling party numbers to update while leaving message 44

Disable a user mailbox 45 Remove a user mailbox 47 Remove a dial plan 49 Disable Operator Assistance feature 50 Remove Operator Assistance feature 51 Disable MWI service for a user phone set 52

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New in this Release

There have been no updates to the document in this release.

Other

Revision History

October 2008 Standard 02.04. This document is up-issued to reflect changes in the section

Configure a new dial plan for Microsoft Exchange Unified messaging to support to support Communication Server 1000 Release 5.0 and Microsoft Exchange 2007 Unified Messaging.

May 2008

March 2008

December 2007 Standard 02.01. This document is issued to support Communication Server

August 2007

Standard 02.03. This document is issued to reflect changes in technical content.

Standard 02.02. This document is issued to reflect changes due to CR#Q01808992.

1000 Release 5.5. Standard 01.01. This document is issued to support Communication Server

1000 Release 5.0 and Microsoft Exchange 2007 Unified Messaging.

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How to get help

Contents

This section contains information on the following topics:

•

Getting help from the Nortel web site

• Getting help over the telephone from a Nortel Solutions Center

•

Getting help from a specialist by using an Express Routing Code

• Getting help through a Nortel distributor or reseller

Getting help from the Nortel web site

The best way to get technical support for Nortel products is from the Nortel Technical Support web site:

ww.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:

•

download software, documentation, and product bulletins

•

search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

•

• open and manage technical support cases

Getting help over the telephone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the telephone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

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8 How to get help

Outside North America, go to the following web site to obtain the telephone number for your region:

ww.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

ww.nortel.com

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

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Communications Server 1000 with Microsoft Exchange Server 2007 Uniﬁed Messaging

Overview

CS 1000 support for Microsoft Exchange Server 2007 Unified Messaging enables interoperability between the voice service capabilities of Communication Server 1000 and the Unified Messaging solution provided as a component of Microsoft Exchange Server 2007. This interoperability provides the following capabilities:

• Call Answering: With call answering, Communications Server 1000

with Microsoft Exchange Server 2007 Unified Messaging is configured to answer incoming calls on behalf of a user by playing their personal greeting, recording a voice message from the caller, and submitting it for delivery to the user inbox as an e-mail message.

•

Subscriber Access: enables dial-in access for users. A subscriber dialing into the Microsoft Exchange Unified Messaging system accesses their mailbox using Outlook 2007 Voice Access, enabling access using either a telephone keypad or voice inputs. When dialed into the Unified Messaging system using a telephone, a subscriber or user can perform the following functions:

— Listen to, forward, or reply to voice mail messages, and call the

sender of the voice mail.

— Listen to calendar information. — Access or dial contacts stored in the global address list or in a

personal contact list.

— Accept or cancel meeting requests. — Set a voice mail Out-of-Office message. — Set security preferences and personal options.

• Auto Attendant: Provides a set of voice prompts that provides access

to the Microsoft Exchange Unified Messaging system by external users. Using the Auto Attendant, the external user navigates the menu

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structure, using either the telephone keypad or speech inputs, to place a call to a user or to locate a user for the purpose of placing a call to that user. In addition, the Auto Attendant gives system administrators the ability to perform the following functions:

—

Create a customizable set of menus for use by external users.

— Define informational greetings, business hours greetings, and

non-business hours greetings, and greetings for holiday schedules.

—

Add instructions for callers describing how to search the organizational directory, and how to connect to a specific user by means of their extension number.

— Enable access for external callers to the operator. For more

information, see “Configure the Operator Assistance feature” (page

30).

•

Play on Phone: Allows a Microsoft Exchange Unified Messaging-enabled user to access a voice mail message through Outlook 2007 or Outlook Web Access and listen to the message over a telephone.

•

Message Waiting Indication (MWI): Designed by Geomant, the MWI application is an add-on to the Microsoft Exchange Unified Messaging Server 2007 which provides support for MWI notifications to users connected to the Microsoft Exchange Unified Messaging Server. For more information on the installation and configuration of the Geomant MWI application, see “Install Geomant Message Waiting Indicator

(MWI) application” (page 33) and “Configure Geomant Message Waiting Indicator (MWI) application” (page 34).

Note:

The MWI 2007 software is a third-party software developed by Geomant. Information on Geomant and MWI 2007 is provided in this documentation for ease of reference only. Nortel does not sell, warrant or provide operational support for Geomant’s MWI 2007 software product, nor warrant the accuracy of MWI 2007 descriptions contained in this document. Customers using this document are strongly recommended to obtain the most recent MWI 2007 documentation from Geomant.

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Overview 11

Multiple Microsoft Exchange Uniﬁed Messaging servers on a single network

Multiple Servers can be configured for a single network to ensure the effective handling of potential issues caused by challenges of:

• Capacity: Each Microsoft Exchange Unified Messaging Server is

capable of supporting a maximum of 200 total concurrent (combination of inbound and outbound) calls. In larger customer networks that need to support a higher volume of concurrent calls, additional Microsoft Exchange Unified Messaging Servers can be configured in the same network so that users can be load-balanced.

• Redundancy: An additional Microsoft Exchange Unified Messaging

Server can be configured as a redundant server in a network by utilizing the Least Cost Routing Mechanism on the Network Routing Service (NRS) - configuring an additional Microsoft Exchange Unified Messaging Server provides a greater measure of fault tolerance for the services provided, allowing a continuation of those services in the event of system failure

• Geographical location: If network systems are located across multiple

geographic locations, Microsoft Exchange Unified Messaging Servers can be implemented in such a way that they are both local and specific to each location. Configuring multiple servers in this way would

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automatically result in load sharing of access to Microsoft Exchange Unified Messaging services by users in the network.

Operational Considerations

Considerations specific to Microsoft Exchange Server 2007 are as follows:

•

The only supported codecs are G711 and G723.

•

RFC2833 is required for DTMF digit transmission to the Exchange Server.

• Exchange Server 2007 must always be configured as a static endpoint

on the NRS as Registration is not supported.

•

The Fax on UM capability is supported.

• Geomant Message Waiting Indicator (MWI) 2007 is a required add-on

for MWI functionality.

•

Microsoft Outlook 2007 is required.

• Exchange Server 2007 requires the use of x64 processors.

•

For the Play on Phone option to function, the default Outlook data file used must be of type .ost. If the default Outlook data file is of type .pst, the Play on Phone option will not be available.

•

Calling a non-Exchange user using the Auto Attendant functionality is not supported by Microsoft Exchange Unified Messaging.

•

Due to known issue concerning support of Payload 101 for RFC2833, intermittent DTMF issues will be experienced with PC-based clients.

•

Interoperability with BCM/SRG and CS 2100 over H.323 causes speech path issues due to non-handling of RE-INVITE requests by Microsoft Exchange Unified Messaging Server.

Considerations specific to the Geomant MWI Application are as follows:

•

In a Main Office-Branch Office (MO-BO) environment, MWI functionality is provided in either Normal or Local mode, as MWI is not supported as multiple instances in the same domain.

• In a Geographic Redundant System environment, MWI functionality

is provided in either a Primary Call Server (PCS) or a Secondary Call Server (SCS) system, as MWI is not supported as multiple instances in the same domain

Considerations specific to the Communication Server 1000 are as follows:

• Only CDP dialing is supported between the home CS 1000 and the

UM Server - users dial in to the home CS 1000 using any configured

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Overview 13

dialing plan to access services provided by Communications Server 1000 with Microsoft Exchange Server 2007 Unified Messaging.

•

Configuration of the voice mail soft key cannot be changed if there is a combination of CallPilot and Microsoft Exchange Unified Messaging voice mail users on a single node. A recommended deployment solution would be to have CallPilot users and Microsoft Exchange Unified Messaging users associated with separate Line TPS nodes.

The voice mail soft key feature on the phone set assigns a unique key to each of the voice messaging functions.

•

While operating with an MCS PC Client, Microsoft Exchange Unified Messaging calls can not be placed on hold.

• The existing limitation on the NRS of multiple endpoints with the same

static IP address is not supported. This affects network environments where two CDP domains are configured to use the same Microsoft Exchange Server 2007.

•

The IP Softphone 2050 does not support RFC2833; therefore, it can not be used with the Subscriber Access and Auto Attendant features of the Exchange Server 2007.

•

If a call originates from an H.323 endpoint (CS 1000/BCM/SRG) and is tandem transferred by the CS 1000 to the Microsoft Exchange Unified Messaging Server using SIP, the Subscriber Access and Auto Attendant feature can only be accessed by voice command and not by keypad (DTMF), as there is no support for RFC2833 over an H.323 network.

•

If the far end does not support RFC2833 (with a payload value of 101), the Play on Phone functionality is not supported.

•

Calls forwarded by Integrated Call Director (ICD) to Microsoft Exchange Unified Messaging are not supported.

Microsoft Exchange Uniﬁed Messaging operational characteristics

• When a Microsoft Exchange Unified Messaging-enabled user plays

back stored voice mail messages, the order of playback begins with the last message recorded. That is, when voice mail has been received (in order) from User 1, User 2, and User 3, the messages are replayed in the order of User 3, User 2, User 1.

• For a voice mail message that is a reply to an earlier voice mail

message, the reply message is played before the playback of the original message.

• If there is only one voice mail message waiting for the user, it is not

possible to undelete that voice mail message once it has been deleted.

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• Voice mail messages that have been listened to will continue to

• When a user dials the Auto Attendant number (with speech enabled)

and does not provide a name, Auto Attendant repeats the prompt for a name three times. After the third prompt, the call is forwarded to the operator automatically.

CS 1000 set conﬁguration

This section details appropriate set configuration to provide operation for Communications Server 1000 with Microsoft Exchange Server 2007 Unified Messaging.

Required class of service configurations are as follows:

CFXA (Call Forward External): Allowed

•

FNA (Call Forward No Answer): Allowed

•

HTA (Hunting): Allowed

• CLS (Trunk: Call Access Restriction): Unresricted

•

MWA (Message Waiting Indicator): Allowed

Both FDN (Call Forward No Answer DN) and Hunt (Hunt DN) must be set to the value for the configured Subscriber Access DN.

SIP provisioning guidelines

This section details the SIP provisioning requirements for operations on Communications Server 1000 with Microsoft Exchange Server 2007 Unified Messaging.

Assumptions

•

Call model and traffic rate calculations are based on the assumptions provided by Microsoft for a typical heavy user, as described at the following URL: http://msexchangeteam.com/archive/2006/08/14/42

8677.aspx

• A single Microsoft Unified Messaging server can have up to 3000

heavy users associated with it.

• All Microsoft Unified Messaging messages are received by telephone

using an SIP Trunk, and not using Microsoft Exchange Client (which does not use an SIP Trunk).

• The use of Auto Attendant for Thru-Dial and other custom voice menu

services makes the following assumptions:

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Overview 15

— Menu selection and call transfer time is 30 seconds, with a

completed call duration of 180 seconds.

— Busy Hour (BH) Auto Attendant usage is 0.35 calls per hour for

each Microsoft Unified Messaging user.

•

Auto Attendant operation requires the usage of two SIP trunks, which remain in use for the duration of the call.

• If Microsoft Unified Messaging system usage differs from the call model

described for the purpose of SIP trunk table calculations, it is the responsibility of the customer to monitor the actual usage of the system and ensure that there are sufficient SIP trunks available for use.

Number of UM Users

50 15000 150 4.17 8 10 24 100 30000 300 8.33 13 16 33 200 60000 600 16.67 22 26 49 500 150000 1500 42 48 1000 300000 3000 83 88 99 147 2000 600000 6000 167 170 187 254 3000 900000 9000 250 250 273 355

Typical BH Call Duration (seconds)

Typical BH CCS

Erlangs (ccs/36)

Number of SIP Trunks (Erlang B P05 Grade of Service)

Number of SIP Trunks (Erlang B P01 Grade of Service)

Number of SIP Trunks (Erlang B, Non-blocki ng)

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Conﬁguration of Communications Server 1000 with Microsoft Exchange Server 2007 Uniﬁed Messaging

For the tasks and procedures associated with configuring Communications Server 1000 with Microsoft Exchange Server 2007 Unified Messaging, please refer to the sections that follow:

• “Configure a new user mailbox for Microsoft Exchange Unified

Messaging” (page 18)

• “Enable a new user mailbox for use with Microsoft Exchange Unified

Messaging” (page 22)

• “Configure a new Dial Plan for Microsoft Exchange Unified Messaging”

(page 25)

•

“Configure the Operator Assistance feature” (page 30)

•

“Install Geomant Message Waiting Indicator (MWI) application” (page

33)

•

“Configure Geomant Message Waiting Indicator (MWI) application” (page 34)

•

“Configure Microsoft Exchange Unified Messaging in CS 1000 Element Manager” (page 38)

•

“Allowing calling party numbers to update while leaving message” (page 44)

• Disable a user mailbox

Note: Throughout this document, screen captures of third-party

software are included for the purposes of illustration only. While the screen captures in this document are believed to be accurate and reliable in their depiction of third-party software used in conjunction with this feature, the information is subject to change without notice. Therefore, Nortel presents all third-party screen captures in this document without express or implied warranty with regard to their complete accuracy.

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