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The Unified Communications Journey, A Real Customer Experience

The Unified Communications Journey, A Real Customer Experience. Michael Przytula Senior Solution Architect HP Services, Asia Pacific Japan. Agenda. Customer Environment Background Phase 1 – Exchange 2007 Upgrade Phase 2 – Exchange 2007 Unified Messaging

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The Unified Communications Journey, A Real Customer Experience

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  1. The Unified Communications Journey, A Real Customer Experience Michael Przytula Senior Solution Architect HP Services, Asia Pacific Japan

  2. Agenda • Customer Environment Background • Phase 1 – Exchange 2007 Upgrade • Phase 2 – Exchange 2007 Unified Messaging • Phase 3 – Office Communications Server 2007 • Phase 4 – Telephony Integration • Observations & Advice

  3. The Customer • Lion Nathan is a leading producer of premium beer, fine wine, ready-to-drink spirit products, and spirit brands in Australia and New Zealand. To maintain its leadership status, the company’s 2,800 employees – based at breweries, wineries, and administrative offices across multiple time zones – must be able to coordinate their schedules, manage documents, and communicate freely.

  4. The Customer’s Journey

  5. Communications Environment Pre Unification • 2,800 users across all major AU and NZ cities • 8x Exchange 2003 Mailbox Servers • All AU and NZ capital cities • 2x Exchange 2003 Bridgehead Server • Cisco Unified Communications Manager (CUCM) IP Telephony • 2x Clusters • 4.x in Australia • 3.3 in New Zealand

  6. Phase 1 – Exchange 2007 Upgrade

  7. Exchange 2007 Goals • Reduce Complexity • Reduce Cost • Improve Service Availability • Provide Additional Services • Outlook Auto Discover • Improved Collaboration • Anywhere Access • Enhanced Collaboration • Unified Messaging

  8. Phase 1 Plan • Centralized Deployment • Sydney-based • Split between 2x Data Centers • Single mailbox cluster • Continuous Cluster Replication (CCR) • 100x Production Users on Beta 2 • Outlook 2007 deployed to all desktops

  9. Phase 1 Exchange 2007 Architecture

  10. Deployment Challenge #1 Exchange Auto Discover • Customer has 134 SMTP domains that could be a users Primary email address • Each SMTP domain must be represented in the SAN of the SSL certificate on the CAS • How many SAN’s does your provider allow?

  11. Phase 1 Business Benefits • Reduced cost and management overhead of Messaging Platform • Reduction in Exchange Servers from 10 to 4 • Increased Availability and Business Continuity • Clustered Continuous Replication • Load Balanced Client Access, Hub Transport and Unified Messaging Roles • End User Benefits • Access to Email environment from anywhere, any device • Streamlined Calendaring and Collaboration

  12. Phase 2 – Exchange 2007 Unified Messaging

  13. Phase 2 Plan • Provide Unified Messaging capabilities by integrated Exchange Server 2007 with Cisco Unified Communications Manager (CUCM) • Outlook Voice Access • Unified Messaging (Voice Mail) • Unified Inbox • Auto Attendant for directory Lookup

  14. Deployment Challenge #2 Cisco Call Manager Compatibility • Call Manager 4.x does not fully support SIP • CUCM 5.x required for native support • CIO Said..... “Find a way to make it work!” • Resolution: • Implemented additional CUCM 5 system in parallel • Inter-cluster Trunk from CCM 4 to CUCM5 • Route calls from CCM4 thru CUCM5 to Exchange UM

  15. Exchange 2007 UM & PBX Architecture Cisco Call Manager 5.1 PSTN SIP Trunk Inter-Cluster Trunk Exchange 2007:Client AccessHub TransportUnified Messaging PSTN Gateway Cisco Call Manager 4.1Cluster Exchange 2007:Mailbox Exchange 2007:Mailbox

  16. Deployment Challenge #3 Message Waiting Indicator • Exchange UM has no function to ‘alert’ the PBX • Question: ‘Do you need a flashing light on your desk phone if you have your email or OC client open?’ • Many desktop alerts exist • Seamless migration was important • 3rd. party product used to bridge the gap • Geomant MWI2007

  17. Deployment Challenge #4 Unified Messaging – Speech Recognition • Exchange Auto Attendant can’t find users or matching wrong users in the GAL • Display Name format did not match default grammar generation rules • FirstnameLastname – BU • Build a customized Grammar filter • SpeechGrammarFilterList.xml <Pattern> <!-- FirstnameLastname – BU --> <Input>(\w+)\s+(\w+)\s+[\-\']\s+(\w+)</Input> <!-- ==> FirstnameLastname --> <Output>$1 $2</Output> </Pattern>

  18. Deployment Challenge #5 Unified Messaging – Phonetics • Names aren’t always written as they’re spoken • e.g. ‘Newson Ng’ is spoken ‘Newson Ung’ • People aren’t always known by their actual name in the GAL • “Robert Johns” is known as “Bob Johns” • Need to populate the Phonetic Display Names to address this • Department Names that are abbreviated in the GAL may need the same treatment

  19. Phase 2 Business Benefits • Exchange 2007 Unified Messaging capabilities • No costly and timely PBX upgrade required • Leveraging the Enterprise Client Access License (CAL) • Low cost Voicemail/Unified Messaging solution • Provided a single inbox for mobile’s and desk phone voicemail • Voicemail’s delivered via Active Sync

  20. Phase 3 – Office Communications Server 2007

  21. OCS 2007 Goals • Improve Communications & Collaboration Capabilities • Internal Users • External Federation with Customers and Partners • Secure Instant Messaging conversations • Integration of Presence into the corporate environment • Replace Net Meeting • Integrated and Streamlined Web Conferencing • Leverage Investment in Cisco IP Telephony

  22. Phase 3 Plan • Extend the Unified Communications Platform • Instant Messaging and Presence • Web Conferencing • External Federation • Peer to Peer Audio and Video • Roundtable Conferencing Device • Application Integration • Consolidated Office Communications Server 2007 Deployment • 100x Production Users on Beta 3

  23. Phase 3 Architecture

  24. Deployment Challenge #6 (lesson) Security Infrastructure – CA/PKI • OCS depends on CA/PKI for • TLS connections between client and server • MTLS connections between servers • Federation using automatic DNS discovery of partners • Remote user access for instant messaging • External user access to A/V sessions and Web conferencing • OCS Supports • Windows Server 2003 Enterprise CA • Windows Server 2003 Standalone CA • Windows 2000 Enterprise CA • Windows 2000 Standalone CA • External (public) CA’s

  25. Deployment Challenge #7 Choosing the SIP namespace(s) • Customer has 134 possible primary namespaces • Should the SIP namespace = SMTP namespace? • Certificate providers wanted to charge per SAN • Est. cost = $50k • Entrust and Digicert have released a ‘Unified Communications Certificate’ • Revised Cost = $4k for 19 namespaces • Implemented a sub-set of ‘core’ namespaces

  26. Deployment Challenge #8 (lesson) Auto-Discover • Auto-Discover simplifies deployment and support for the Unified Communications Environment • Requires split DNS for all SIP Domains • Required internal records (TLS); • _sipinternaltls._tcp.<domain> - for internal TLS connections port 5061 • Sip.<domain> used as a failback if SRV records cannot be located • Required External records (TLS); • _sip._tls. <domain> port 443 • _sipfederationtls._tcp .<domain> port 5061 • Sip.<domain> used as a failback if SRV records cannot be located

  27. Phase 3 Business Benefits • Anywhere Access • Provides mobile workers with up to date information regardless of location • The Power of Presence • Reduced phone tag, increased speed of issue resolution • More effective communications • Application Integration, click to call from any Microsoft Application • Conferencing and Collaboration • Immersive Team meetings performed between multiple locations with RoundTable • Add-hoc meetings through a single click • Simplified scheduling and access to Conferences

  28. Phase 4 – Telephony Integration

  29. Phase 4 Plan • Upgrade Cisco Unified Communications Manager • Integrate OCS 2007 with Cisco Unified Communications Manager • Provide Remote Call Control capabilities • Deploy Cisco Unified Presence 6.0 for CSTA Gateway • Normalize Phone numbers in Active Directory

  30. Phase 4 Architecture PSTN Internet Cisco Unified Presence Server 6.0 Cisco Call Manager 5.1 Cluster OCS Access Edge CTI OCS Director PSTN Gateway SIP CSTA OCS Front-End Load Balancer OCS Front-End OCS Back-End

  31. Deployment Challenge #9 OCS - Remote Call Control • RCC requires a CSTA over SIP gateway • Cisco Unified Presence Server (CUPS) provided limited support for OCS during beta phase • v1.0: very limited functionality (not supported) • v6.0 Beta: better, but still a few ‘quirks’ • -V6.0 RTM: Full functionality support SCCP CSTA/SIP CTI SIP Cisco Unified Presence Server 6.0 OCS Front-End Cisco Call Manager 5.1

  32. Deployment Challenge #10 CUCM – E.164 Numbers • OCS is designed to use the E.164 number standard (i.e. ‘+61288771234’) • CUCM does not recognize a “+” • Call fails if OCS->CUCM sends a “+” • CUCM->OCS contains raw number only; no “+” • RCC requires you to normalize to the exact format you would type in the handset • Use Address Book Service (ABS) to normalize to acceptable format • +61288771234 = 0288771234

  33. Deployment Challenge #11 OCS – Reverse Number Lookup • Used to match an inbound call to a user or contact name from the GAL or Contacts • Default rules cater for US number formats only • GAL & Contact phone number standardization is required for successful resolutions • Normalization rule needed to cater for each potential use format • +61-2-9865-2345 –ne +61298652345 –ne +61 (0)2-9865-2345

  34. Phase 4 Business Benefits • Leveraged existing investment in Cisco IP Telephony • Improved employee efficiency with click to call • Integrated phone numbers • Integration with Exchange Unified Messaging • Missed call notifications • Control desk phone from any internet connected location • Set forwarding, redirect calls • Reduced “Voice Mail Jail”

  35. Observations &Advice

  36. Observations • Users drove adoption • 100->350 in 4 weeks (beta software) • Play-On-Phone usage was much higher than anticipated • Quicker to have UM call you • Live Meeting used for Helpdesk support • Faster session setup than NetMeeting • Multiple Helpdesk calls logged over network security concerns • OC logged in seamlessly at home on broadband… something MUST be wrong!

  37. Advice from the Field • Do not pilot UC for too long! • Confirm the functionality and deploy • Roll out in functionality phases, not user phases • Create a foundation for everyone and grow it • Educate the users enough to whet their appetite • Group pilot users by geography AND function • Users will learn more about how best to use UC in their job from each other than from a teacher • Do not be afraid to get started • The foundations of Microsoft UC do not need to impact the way you work today

  38. Questions…

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