The Unified
Communications Journey,
a real customer experience
Anthony Vitnell
Senior Solutions Architect
Asia Pacific Japan
Technology for better business outcomes
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
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
•
How can HP help you get started?
2
31 July 2017
The Customer
•
3
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.
31 July 2017
The Customer’s Journey
Exchange
2007
Upgrade
4
31 July 2017
Exchange
2007
Unified
Messaging
Instant
Messaging,
Presence, and
Conferencing
OCS 2007
Telephony
Integration
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
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31 July 2017
Phase 1
Exchange 2007 Upgrade
Exchange 2007 Goals
•
Reduce Complexity
•
Reduce Cost
•
Improve Service Availability
•
Provide Additional Services
− Outlook Auto Discover
− Improved Collaboration
− Anywhere Access
− Enhanced Collaboration
− Unified Messaging
7
31 July 2017
Phase 1 Plan
•
Centralised 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
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Phase 1 Exchange 2007 Architecture
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31 July 2017
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?
10
31 July 2017
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
11
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Mobile Device Management
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31 July 2017
Phase 2
Exchange 2007
Unified Messaging
Phase 2 Plan
•
Provide Unified Messaging Capabilities
integrated with Cisco Unified Communications
Manager (CUCM)
− Outlook Voice Access
− Unified Messaging (Voice Mail)
− Unified Inbox
− Auto Attendant for directory Lookup
14
31 July 2017
Deployment Challenge #2
Cisco Call Manager Compatibility
•
Call Manager 4.x does not fully support SIP
− CCM 5.x required for native support
•
CIO Said.... “Find a way to make it work!”
•
Resolution:
− Implemented additional CCM 5 system in parallel
− Inter-cluster Trunk from CCM 4 to CCM5
− Route calls from CCM4 thru CCM5 to Exchange UM
15
31 July 2017
Exchange 2007 UM & PBX Architecture
Cisco Call Manager 5.1
PSTN
Exchange 2007:
Client Access
Hub Transport
Unified Messaging
PSTN
Gateway
Cisco Call
Manager 4.1
Cluster
Exchange 2007:
Mailbox
Exchange 2007:
Mailbox
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
− MWI2007
17
31 July 2017
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
− Firstname Lastname – BU
•
Build a customised grammar filter
• SpeechGrammarFilterList.xml
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31 July 2017
Customized Grammar Filter
<Pattern>
<!-- Firstname Lastname – BU -->
<Input>(\w+)\s+(\w+)\s+[\-\']\s+(\w+)</Input>
<!-- ==> Firstname Lastname -->
<Output>$1 $2</Output>
</Pattern>
19
31 July 2017
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
20
31 July 2017
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
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Unified Inbox
22
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Play on Phone
23
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Phase 3
Office Communications
Server 2007
OCS 2007 Goals
•
Improve communications and 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
•
25
Leverage investment in Cisco IP telephony
31 July 2017
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
26
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Phase 3 Architecture
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31 July 2017
Deployment Challenge #6 (lesson)
Security Infrastructure – CA/PKI
•
OCS depends on CA/PKI for
−
−
−
−
−
•
OCS Supports
−
−
−
−
−
28
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
Windows Server 2003 Enterprise CA
Windows Server 2003 Standalone CA
Windows 2000 Enterprise CA
Windows 2000 Standalone CA
External (public) CA’s
31 July 2017
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
• Estimated cost = $50k
•
Entrust and Digicert have released a
‘Unified Communications Certificate’
− Revised Cost = $4k for 19 namespaces
•
29
Implemented a sub-set of ‘core’ namespaces
31 July 2017
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 (TSL);
− _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
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31 July 2017
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
31
31 July 2017
Phase 4
Telephony Integration
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
•
Normalise phone numbers in active directory
33
31 July 2017
Phase 4 Architecture
Internet
PSTN
Cisco Call Manager
5.1 Cluster
OCS
Access
Edge
Cisco Unified
Presence Server 6.0
OCS Director
PSTN Gateway
OCS Front-End
Load
Balancer
OCS Front-End
OCS Back-End
Deployment Challenge #9
OCS - Remote Call Control
•
RCC requires a CSTA over SIP gateway
OCS Front-End
•
Cisco Unified
Presence Server 6.0
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
35
Cisco Call
Manager 5.1
31 July 2017
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->CCM sends a “+”
− CCM->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
normalise to acceptable format
− +61288771234 = 0288771234
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31 July 2017
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 standardisation
is required for successful resolutions
− Normalisation rule needed to cater for each
potential use format
• +61-2-9865-2345 –ne +61298652345 –ne +61 (0)2-9865-2345
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31 July 2017
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
•
38
Reduced “Voice Mail Jail”
31 July 2017
Click to Call
39
31 July 2017
Application Integration
40
31 July 2017
Observations
Observations
•
Users drove adoption
− 100->250 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!
42
31 July 2017
How Can HP help me
get started?
HP’s View of Unified Communications
Application Integration
•
Seamless and secure
integration of email, voice,
video, IM, rich presence and
collaboration via converged
systems
•
A new paradigm for
communications over an IP
network
•
Enabling people to connect
and also collaborate
independent of the medium,
location and device
Unification
Networks and Computing
Mobility/Wireless Servers/Storage/Software Management
Collaboration
Conferencing
Presence
Presence
Email Integration
Unified Messaging
IP Telephony
Presence, policy, access, routing and relationships
How does it work today
Cost
What happens when you move
away from your desk?
(Voice & Data)
Functionality
0m
1m
10m
100m
1km
100km
10,000km
Distance
from desk
Work tools according to employee
communication need
Call Center
agents
Stationary
Commuter
Corridor
Warrior
Road Warrior
Time away from desk
0%
20%
40%
60%
80%
100%
One size does NOT fit all!
Call Center
agents
Voice
Data
Stationary
Corridor
Warrior
Commuter
Road Warrior
From Vision to Implementation
Different route for each enterprise
Solution elements
Enterprise Voice -
7
3
IP network upgrade -
5
2
9
1
2
Collaboration E-mail upgrade -
10
3
Application Integration -
Active Directory upgrade -
1
4
4
8
Unified Messaging -
6
Web Conferencing Presence/Instant management
Management -
48
31 July 2017
8
7
Mobile telephony -
Company A
Company B
9
5
6
Using common infrastructure, management, security
and standardized HW/ SW platforms
11
Time
48
HP UC Service Delivery Methodology
Architecture
&
Strategy
Microsoft/Norte/Cisco/Avaya
Integration Assurance
Voice & Messaging
Infrastructure Assessment
Analyze
Business needs
Plan
Design
End-User &
Business Migration Plans
Assess
Unified
Communications
from
Evolve
Vision
Lifecycle Support
Global 24x7 operations
31 July 2017
Security
Manage
Pilot
Support
49
POC
Implement
Network optimization,
audit, health checks
Supply & deploy :
computing, storage platforms,
end user equipment, licenses
Software Management
Desktop rollout & upgrades
The HP Advantage
•
Proven experience
− Decades of experience and industry leadership
•
Recognized expertise
− More than 22,000 Microsoft-trained engineers
• 3,600 Microsoft Certified System Engineers (MCSEs) and
Microsoft Certified Solution Developers (MCSDs)
• One of the world’s largest, most specialized workforces for
Microsoft environments
•
Comprehensive portfolio of products and services
•
Powerful partnership
− HP and Microsoft have been working closely together
for more than 20 years
50
Awards, Partnerships and Experience
•
Microsoft Awards in 2007
− World-Wide Enterprise Partner of the Year
− Information Worker – Unified Communications
Partner of the Year*
•
Microsoft Endorsed as WW Prime Integrator for
− Office Communication Server 2007
− Exchange Server 2007
•
Deeper partnerships with more telephony
vendors
− Skilled and Certified Telephony Engineers
• Nortel, Avaya, Siemens, Cisco and more….
•
We’ve done it before!
− Trained, experienced consultants
− Customer case studies available at HP booth
*Microsoft Australia
Partner Awards
Microsoft UC Service Offerings
•
Unified Communications Roadmap Planning
•
Microsoft UC Proof-of-Concept
•
OCS 2007 IM & Presence Implementation
•
OCS 2007 Enterprise IM & Presence for High Availability
Environments
•
OCS 2007 Enterprise Web Conferencing Design and
Implementation
•
OCS 2007 Remote Call Control for Cisco Unified Call Manager
•
OCS 2007 Remote Call Control for Nortel CS1000
•
OCS 2007 Enterprise Voice Integration Design
•
OCS 2007 Enterprise Voice Implementation
•
Exchange 2007 Architecture Planning
•
Exchange 2007 Detailed Design
•
Exchange 2007 Implementation and Migration
•
Exchange 2007 Notes to Exchange Platform Migration
•
Exchange 2007 Unified Messaging Design and PBX Integration
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31 July 2017
Unified Communications Demo Center
and Executive Briefings
•
Complete Microsoft Unified
Communications demonstration
environment showcasing
− The Complete Microsoft Unified
Communications Platform
− Integration with Nortel and Cisco
telephony environments
− Visit the HP booth for a preview
•
The HP Executive Briefing Series is a 1:1
customer workshops funded by HP.
•
The Briefing covers:
53
−
−
−
−
−
−
Unified Communication
Instant Messaging and Presence
Audio, Video and Web Conferencing
Telephony Integration
Application Integration
Exchange Unified Messaging
31 July 2017
“HP provided the expertise in the Microsoft and Cisco
platforms to seamlessly integrate those platforms
together and provide a truly unified communications
experience.”
Darryl Warren, Chief Information Officer
Lion Nathan Ltd.
54
The Unified
Communications Journey, a
real customer experience
Technology for better business outcomes
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice