The Unified Communications Journey, a real customer experience

1
The Unified Communications Journey, a real
customer experience
Anthony Vitnell
Senior Solutions Architect Asia Pacific Japan
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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?

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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 companys
  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 Customers Journey
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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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Phase 1 Exchange 2007 Upgrade
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Exchange 2007 Goals

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

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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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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 SANs does your provider allow?

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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

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Mobile Device Management
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Phase 2Exchange 2007 Unified Messaging
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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

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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

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

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Deployment Challenge 4
Unified Messaging Speech Recognition

• Exchange Auto Attendant cant 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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Customized Grammar Filter
ltPatterngt lt!-- Firstname Lastname BU
--gt ltInputgt(\w)\s(\w)\s\-\'\s(\w)lt/Inputgt
lt!-- gt Firstname Lastname --gt ltOutputgt1
2lt/Outputgt lt/Patterngt
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Deployment Challenge 5
Unified Messaging Phonetics

• Names arent always written as theyre spoken
• e.g. Newson Ng is spoken Newson Ung
• People arent 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

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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 mobiles and desk
  phone voicemail
• Voicemails delivered via Active Sync

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Unified Inbox
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Play on Phone
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Phase 3Office Communications Server 2007
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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
• Leverage investment in Cisco IP telephony

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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

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Phase 3 Architecture
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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) CAs

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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
• Implemented a sub-set of core namespaces

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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.ltdomaingt - for internal TLS
  connections port 5061
• Sip.ltdomaingt used as a failback if SRV records
  cannot be located
• Required External records (TLS)
• _sip._tls. ltdomaingt port 443
• _sipfederationtls._tcp .ltdomaingt port 5061
• Sip.ltdomaingt used as a failback if SRV records
  cannot be located

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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

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Phase 4Telephony Integration
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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

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Phase 4 Architecture
Internet
PSTN
Cisco Unified Presence Server 6.0
OCS Access Edge
Cisco Call Manager 5.1 Cluster
CTI
OCS Director
PSTN Gateway
SIP CSTA
OCS Front-End
Load Balancer
OCS Front-End
OCS Back-End
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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
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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-gtCCM sends a
• CCM-gtOCS 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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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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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

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Click to Call
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Application Integration
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Observations
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Observations

• Users drove adoption
• 100-gt250 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!

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How Can HP help me get started?
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HPs 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

UnificationPresence, policy, access, routing and
relationships
IP Telephony
Unified Messaging
Email Integration
Presence
Presence
Conferencing
Collaboration
Networks and ComputingMobility/Wireless
Servers/Storage/Software Management
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How does it work today
Cost
What happens when you moveaway from your desk?
(Voice Data)
Functionality
0m 1m 10m 100m 1km 100km 10,000km
Distancefrom desk
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Work tools according to employee communication
need
Road Warrior
Call Centeragents
Stationary
Corridor Warrior
Commuter
Time away from desk
0 20 40 60 80 100
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One size does NOT fit all!
Road Warrior
Call Centeragents
Stationary
Corridor Warrior
Commuter
Voice
Data
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From Vision to Implementation
Different route for each enterprise
Solution elements
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3
Mobile telephony - Enterprise Voice
- Application Integration - IP network upgrade
- Active Directory upgrade - Collaboration
- E-mail upgrade - Unified Messaging - Web
Conferencing - Presence/Instant management
- Management -
7
2
9
Using common infrastructure, management,
securityand standardized HW/ SW platforms
4
1
5
6
Time
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HP UC Service Delivery Methodology
Architecture Strategy
Microsoft/Norte/Cisco/Avaya Integration Assurance
Voice Messaging Infrastructure Assessment
Plan
End-User Business Migration Plans
Design
Analyze Business needs
Assess
Unified Communicationsfrom
Security
POC
Evolve
Vision
Manage
Pilot
Supply deploy computing, storage platforms,
end user equipment, licenses Software
Management Desktop rollout upgrades
Support
Implement
Lifecycle Support Global 24x7 operations
Network optimization, audit, health checks
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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 worlds 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

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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.
• Weve done it before!
• Trained, experienced consultants
• Customer case studies available at HP booth

Microsoft Australia Partner Awards
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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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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 11
  customer workshops funded by HP.
• The Briefing covers
• Unified Communication
• Instant Messaging and Presence
• Audio, Video and Web Conferencing
• Telephony Integration
• Application Integration
• Exchange Unified Messaging

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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 OfficerLion
Nathan Ltd.
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The Unified Communications Journey, a real
customer experience