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Today s global economy opens opportunities for businesses to serve customers around the globe Both small and large businesses alike are dependent on having a phone system that can respond to calls on a 24/7 basis in order to maintain good customer relationships and
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FIGURE 9-2 Outlook 2007 voicemail form
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participate in the global marketplace The Auto Attendant in the Exchange Unified Messaging Server allows an organization to do the following: Create customized menus Define custom greetings Add holiday schedules Provide help with searching the voice directory Provide help with connecting to a user s extension Provide help with searching the directory for a specific user Define an operator extension Each of these are voice prompts stored as WAV files that take the place of a dedicated person answering inbound phone calls The Auto Attendant can respond to input from a caller The input could be in the form of DTMF from a keypad or speech inputs from the caller The best part is, the Auto Attendant never has to go home
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The Exchange Unified Messaging architecture is quite different from the legacy voicemail systems There are three major components in the architecture: Microsoft Exchange Unified Messaging Service, Unified Messaging Worker Process, and the Speech Engine Services Figure 9-3 details the architecture In terms of running processes on the UM server, the architecture is based on two executables: UMserviceexe and SpeechServiceexe The executable UMServiceexe spawns UMWorkerProcessexe and is responsible for voice and fax message access and storage in the
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Administering Exchange Server 2007
Exchange 2007 mailbox store The executable SpeechServiceexe spawns the SESWorkerexe worker process and is responsible for DTMF, ASR, and TTS The UM Worker Process Manager starts each of the UM worker processes defined for the UM server and monitors their activity The UM Worker Process Manager is responsible for directing inbound calls to the correct UM worker process Each UM worker process works with the speech worker process to process all requests made to the UM server Communications to and from the UM server are established using SIP over TCP This is different from many other VoIP solutions from other vendors Most other vendors use SIP over UDP The UM server listens for communications on port 5060 (unsecured) and port 5061(MTLS) Service Pack 1 allows the UM server to listen to both ports simultaneously The worker processes listen for communications on TCP port 5056 and 5066 (unsecured) Service Pack 1 allows the worker processes to listen on 5057 and 5058 for secure connections The RTP traffic that carries voice input from an IP gateway will use UDP ports 1024 65535 The UM worker process also contains a fax service provider that uses UDTL and the T38 protocol to receive inbound faxes
SP 1 Service Pack 1 improves the security of the UM architecture by extending support for secure
connections Microsoft Unified Messaging cannot communicate directly with a legacy PBX It is necessary to use an IP gateway device between the Unified Messaging server and the legacy PBX However, if an organization has deployed an IP PBX, there is a chance an IP gateway
Microsoft Exchange Unified Messaging Service UM Worker Process Manager
RTC Collaboration
Unified Messaging Worker Process Outlook Voice Access / Call Answering TCP/UDP RTC Collaboration T38 Fax Service Provider Speech Engine Services TTS Microsoft Exchange Speech Engine ASR DTMF RAW Media API SIP SIP UDPTL
FIGURE 9-3
Exchange 2007 Uni ed Messaging architecture
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Administering Unified Messaging Servers
is unnecessary if the IP PBX is compatible with the Exchange 2007 Unified Messaging server Figure 9-4 shows how the Exchange Unified Messaging server integrates with both types of PBXs Note that the connection from the IP PBX to an IP gateway device is necessary if Exchange 2007 does not support the IP PBX The Inbound Call Handling and Retrieving Messages with OVA sections illustrate how the IP PBX and the legacy PBX integrate with the Exchange 2007 Unified Messaging server
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