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Implementing Unified Messaging


Get all messages voice, fax, and e-mail via the telephone, ... Ensure that new system emulates commands from previous system for user-friendly operation. ... – PowerPoint PPT presentation

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Title: Implementing Unified Messaging

Implementing Unified Messaging
  • Joseph Blanchard
  • Joseph Mancuso
  • S. Paul Petroski

What is Unified Messaging?
  • Anytime, anywhere access to all your messages
    from any device
  • Get all messages voice, fax, and e-mail via the
    telephone, wireless device, or computer anytime

Take Control of Communications
  • Keep mobile workers connected
  • Improve customer satisfaction
  • Increase efficiency
  • Realize a fast Return on Investment (ROI)
  • Natural extension of electronic mail

Three Flavors Available
  • Server Based
  • All messages (voice, fax, e-mail) are placed
    into a single server, the e-mail server
  • Access to voice messages using familiar e-mail
    clients (desktop, web, or PDA)
  • Client Based
  • Voice fax remain on separate servers, e-mail
    remains on the e-mail server
  • Common access to these messages is through a
    common e-mail client that accesses both e-mail
    inbox and voice inbox on voice server
  • Simple Based
  • Copies of voice fax messages are sent to the
    users at a specified e-mail address as an
  • The true messages remain on the voice fax

Flexibility is the Key
  • Before purchasing any unified messaging system,
    consider three elements
  • What is the functionality you are trying to gain?
  • The solution must function in your existing
    environment as well as any new environments that
    may come with system upgrades
  • Evaluate what the impact will be on your existing
    enterprise systems as you add these new solutions

Know Your Options
  • Be aware of choices in the market
  • Evaluate numerous systems
  • Compare functionality offered by each vendor
  • What is the impact to your organization once
    deployed (support, helpdesk, maintenance)?
  • Not all users need the same set of features.

  • Centrex 5ESS customer-6,000 Analog lines
  • Traditional Voice Mail System-Octel Aria
    Signature 250, 3,600 Mailboxes
  • Microsoft Exchange 2003 environment for Email

  • CallXpress Version 7.80
  • Features
  • Unlimited storage
  • Unified Messaging
  • Enhanced Communication

Lessons Learned
  • Plan, Plan then Plan more!!
  • Involve all your vendors
  • Allow enough time to transition
  • Clean up data before you convert
  • Communicate to end users, over over
  • Get more than ½ day of training
  • Phase in the implementation

Lessons Learned Continued
  • Provide FAQs for end users
  • Dont under estimate the issues with change

Staff Involved
  • Clerical staff
  • Voice Mail Administrator
  • Senior Email Administrator
  • Unified Messaging Vendor
  • Local Telephone Vendor
  • Management

Technology Issues
  • Server that communicates with the PBX must be
    connected to the LAN that supports the sites
    e-mail system
  • Ensure current e-mail system meets the minimum
    software requirements
  • LDAP must be enabled on e-mail server
  • Ensure text-to-speech conversion channels are
  • Ensure correct network protocols are to
    communicate with the e-mail server
  • Depending on the e-mail features you require, you
    may need additional memory on the server between
    the PBX and the e-mail system.
  • Ensure the telephone vendor has the proper wiring
    configuration required for the SMDI link (Centrex
  • Ensure that new system emulates commands from
    previous system for user-friendly operation.