Planning And Deploying Unified Messaging Solutions For

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Planning And Deploying Unified Messaging
Solutions For Exchange 5.5 Tim FantBusiness
Development Manager Network Solutions
GroupMicrosoft Corporation
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(No Transcript)
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Agenda

• Objective of presentation
• Unified Messaging architecture
• Guide for successful UM implementation
• Implementing UM today on Exchange 5.5 and
  prepare for Exchange 2000
• UM best practices
• COM2001.com, Active Voice, AVT and Lucent

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Why Unified Messaging?
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Objective Of Presentation

• Planning and deploying Unified Messaging
  solutions for Exchange 5.5
• When leaving this room you should
• Understand what it takes to have a successful UM
  implementation
• Understand how to implement UM today on Exchange
  5.5, while preparing for Platinum

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Microsoft Vision

• Empower people through great software any time,
  any place, and on any device

The Basis for Unified Messaging
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Agenda

• Objective of presentation
• Unified Messaging architecture
• Guide for successful UM implementation
• Implementing UM today on Exchange 5.5 and
  prepare for Exchange 2000
• UM best practices
• COM2001.com, Active Voice, AVT and Lucent

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Integrated Messaging
Integration at desktop
Exchange Message Store
Voice / Fax Message Store
Directory Admin
Directory Admin
Voice/Fax Server
Exchange Server
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Unified Messaging
Unified Client
Unified Message Store
PBX
Unified Directory and Admin
Voice / Fax / Exchange Server
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Unified Messaging
Unified Client
Unified Message Store
PBX
Unified Directory and Admin
Voice / Fax / Exchange Server
Exchange Server
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Integrated Versus Unified Messaging - Server
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Integrated Versus Unified Messaging - Client
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Unified Messaging Market
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Requirements For AUnified Messaging System
Many User Interfaces to Common Services
Single Mailbox (POP, IMAP, SMTP, VPIM)
Common Subscriber Directory (LDAP)
Common Infrastructure
Personal Customization
Common Operations (Exchange, SNMP, Web)
Many Ways to Put Messages In Take Messages Out
in right Media Format
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Attributes For ASuccessful UM Deployment

• 3-Tier Architecture
• Access
• Desktop, Telephone
• Application Services
• Distributed servers dynamically linked over
  network
• Database and Management Services
• Capacity scalability access, application,
  database resources

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Attributes For ASuccessful UM Deployment

• Internet and Computer/Telephony standards
• LDAP, IMAP4, POP3, SMTP/MIME, VPIM, HTTP/HTML,
  SNPP, SNMP, WAV
• Leverage technology advancement via COM
  interfaces
• Leverage application vendors via standard APIs
• TAPI, SAPI

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Summary UM Architecture

• Simplified IT administration
• Central store, administration and controlled from
  single database
• Use of existing infrastructure
• Exchange server
• Enhanced productivity
• Any access to messages, Inbox Asst
• Enhanced business competitiveness
• Lower TCO

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Agenda

• Objective of presentation
• Unified Messaging architecture
• Guide for successful UM implementation
• Implementing UM today on Exchange 5.5 and
  prepare for Exchange 2000
• UM best practices
• COM2001.com, Active Voice, AVT and Lucent

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Business Concerns When Considering UM

• Understand why you want UM
• Involve key personnel

• Assess current infrastructure
• Impact of messages on LAN

• Create Training Plan

Unified Messaging has high business impact
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Assess Current Infrastructure

• Network Information
• Windows NT, Novell, other
• Type of Connection, Speed, Protocols
• IP Addresses for New Equipment
• Telecom Information
• PBX Type, Software version
• Fax Server

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Impact Of MessagesOn LAN

• Largest Concern of IT Managers
• No simple answer, but simple to calculate
• Average voice message is 3K/sec
• Average message length is 30 seconds
• 90K per voice message
• Average number of saved messages 30
• 2.7Mb per person

Info provided by AVT Corp.
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Impact Of UM On PBX

• PBX traffic depends on user types
• Reduction of PBX resources
• Desk Worker Access messages via the desktop
• Increased PBX resources
• Road Warrior Calls in remotely to access all
  messages
• End result variable impact to PBX

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Understand Why You Want UM

• Road Warrior
• Sales Person
• Often away from office, uses telephone to stay in
  touch
• 75 access from cell phone or via laptop PC
• UM provides high productivity gains
• Senior Executives
• VP of Sales
• Often away from office, uses telephone to stay in
  touch
• 40 access from cell phone or via laptop PC
• UM provides high productivity gains

• Desk Worker
• Developer
• Lives by e-mail
• 100 access from office via desktop PC
• UM provides low productivity gains
• Productivity Enhancer
• Product Manager
• Lives by e-mail, voicemail faxes
• 80 access from office via desktop PC
• UM provides high productivity gains

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Target Your Initial Rollout

• Road Warrior - Sales
• Cost savings example
• Senior Executives
• Productivity gains study example

Consider phased departmental UM rollout vs.
corporate wide UM rollout
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UM Selection Criteria

• Product comparison
• Distribution
• Interconnects, VAPs, network equipment providers
• Domestic / international
• Service and support
• Vertical market specialization
• Certification
• Microsoft Certified Solution Provider,
  BackOffice and Windows 2000 certification

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Summary UM Implementation Guide

• After the homework has been completed
• It is the rollout and ownership that will make or
  break the solution
• Convergence of telephony and IT services require
  a common organizational infrastructure which
  support all access clients

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Dont Forget User Training

• High ROI depends on the users and their ability
  to become more effective
• UM blurs the lines between messaging
• Intentional vs. Un-intentional messaging
• UM requires a shift in thinking
• Respond to e-mail with voice, voice annotated
  fax, etc.

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Agenda

• Objective of presentation
• Unified Messaging architecture
• Guide for successful UM implementation
• Implementing UM today on Exchange 5.5 and
  prepare for Exchange 2000
• UM best practices
• COM2001.com, Active Voice, AVT and Lucent

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Exchange 5.5 Today For UM

• An integrated platform
• E-mail, collaboration, Web applications, and
  documents that delivers 24x7 communications
• Reliable, scalable messaging and collaboration
• Integrated with the O/S for lowest TCO
• Integrated platform and information store
• Collaboration, documents, and Web applications
• Unifies your messaging infrastructure
• Secure communication and information access
  anytime, anywhere

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Exchange 2000

• High efficiency store using WebDAV
• Critical when users are listening to messages
  over the telephone
• Multimedia aware Client
• Embedded audio and video controls
• Supports generation and rendering of the
  Multimedia Message (M3) format
• VPIM support out of the box
• Using gateway conversionto or from VPIM

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Prepare For Exchange 2000
Upgrade to Exchange 5.5

• Windows 2000 upgrade path
• Upgrade from Exchange 5.5 to Exchange 2000

Use AD Connector w/ Exchange 5.5

• Ships with Windows 2000
• Exchange 5.5 and Windows 2000 replication

• New Licensing

Use Exchange asVoicemail Store
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Agenda

• Objective of presentation
• Unified Messaging architecture
• Guide for successful UM implementation
• Implementing UM today on Exchange 5.5 and
  prepare for Exchange 2000
• UM best practices
• COM2001.com, Active Voice, AVT and Lucent

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UM Best Practices

• Four case studies of UM implementation
• Branch / small office configuration
• COM2001.com
• Mid-sized organization (gt25 UM seats)
• Active Voice
• AVT
• Large organization (gt100 UM seats)
• Lucent

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COM2001.com

• Dore, Curry Marschall, Inc.
• Real Estate Consultant firm
• 12 Employees, 12 on UM
• New Communications Platform
• COM2001.com InternetPBX andExchange 5.5
• Problem
• Customer Responsiveness was slow
• Mobile consultants must return to office to
  access e-mails and faxes
• Remote employees were stranded

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COM2001.com

• What was learned
• Improved Productivity
• Havent increased staff in 2 years while
  business increased 40
• Key Take-Aways
• Architecture of Communications System (PBX UM)
  is Key
• Increased customer responsiveness, employee
  productivity, overall satisfaction

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Active Voice

• Hospital
• 300 Users, 25 initial users with UM
• IT had already successfully deployed Exchange
• Had already determined the physical space for the
  UM server and established the analog lines, IP
  addresses, and convenient timing for the
  installation
• Centrally managed IT and Telecom specialists
  shadowed Active Voice installation team

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Active Voice

• What was learned
• Convergence refers to more than just the
  technology
• IT and Telecom teams need to work closely
  together
• Deploy major systems one at a time
• Prepare in advance for deployment
• Deploy UM in phased stages so impact can be
  monitored and adjustments made as necessary

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AVT

• Evans, Mechwart, Hanbleton and Tilton
• Civil engineering and surveying firm
• 250 Employees, 75 with UM
• Exchange 5.5 already fully deployed
• UM was next step
• Reason for unified messaging
• Inconsistent message store
• IT staff not properly trained on VM O/S

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AVT

• What was learned
• Unified Messaging is a paradigm shift
• UM improved customer service and improved
  efficiency
• Productivity increased by over 10
• Key Take-Aways
• Fax is important component of UM
• Measurable avings Toll Charges
• EMHT saved each person 9 minutes for every
  outgoing fax

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Lucent

• Viaticus
• Insurance industry
• 500 Employees, 250 with UM
• Exchange deployed throughout organization
• Integral part of the Call Center
• All messages stored in a central database and
  accessible for all Call Center agents
• TCO Study Available from Lucent
• Radicati Group, Inc. - December 1998

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Lucent

• What was learned
• UM enabled call center representatives to manage
  all messages-voice, e-mail, and fax-through a
  single interface
• Increased productivity of call center reps
• Key Take-Aways
• UM is not just for Road-Warriors
• Integral part of customer transactions
• No Agent retraining
• Simplified Administration
• One master list of mailboxesin Exchange

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Conclusion

• Plan and deploy Unified Messaging solutions on
  Exchange 5.5 today
• Not need to wait for Exchange 2000
• Understand what it takes to have a successful UM
  implementation
• Plan ahead
• Ownership, Infrastructure, Audience
• Phased rollouts

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