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Transcript of © 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to...
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Technology for better business outcomes
The Unified Communications Journey, a real customer experience
Anthony Vitnell
Senior Solutions ArchitectAsia Pacific Japan
2 April 10, 2023
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?
3 April 10, 2023
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 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.
4 April 10, 2023
The Customer’s Journey
5 April 10, 2023
Communications Environment
• 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
Pre Unification
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 April 10, 2023
8 April 10, 2023
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
Phase 1 Exchange 2007 Architecture
9 April 10, 2023
10 April 10, 2023
Deployment Challenge #1
• 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?
Exchange Auto Discover
11 April 10, 2023
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
Mobile Device Management
12 April 10, 2023
Phase 2Exchange 2007 Unified Messaging
14 April 10, 2023
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
Deployment Challenge #2
• 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 April 10, 2023
Cisco Call Manager Compatibility
Exchange 2007 UM & PBX Architecture
Inte
r-Clu
ster
Trun
k
SIP Trunk
Exchange 2007:Client AccessHub TransportUnified Messaging
Exchange 2007:Mailbox
Exchange 2007:Mailbox
Cisco Call Manager 5.1
Cisco Call Manager 4.1Cluster
PSTN Gateway
PSTN
17 April 10, 2023
Deployment Challenge #3
• 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
Message Waiting Indicator
18 April 10, 2023
Deployment Challenge #4
• 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
Unified Messaging – Speech Recognition
19 April 10, 2023
Customized Grammar Filter
<Pattern><!-- Firstname Lastname – BU --><Input>(\w+)\s+(\w+)\s+[\-\']\s+(\w+)</Input><!-- ==> Firstname Lastname --><Output>$1 $2</Output>
</Pattern>
Deployment Challenge #5
• 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 treatment20 April 10, 2023
Unified Messaging – Phonetics
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
21 April 10, 2023
Unified Inbox
22 April 10, 2023
Play on Phone
23 April 10, 2023
Phase 3Office 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
• Leverage investment in Cisco IP telephony
25 April 10, 2023
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 April 10, 2023
27 April 10, 2023
Phase 3 Architecture
28 April 10, 2023
Deployment Challenge #6 (lesson)
• 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) CA’s
Security Infrastructure – CA/PKI
29 April 10, 2023
Deployment Challenge #7
• 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
Choosing the SIP namespace(s)
30 April 10, 2023
Deployment Challenge #8 (lesson)
• 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
Auto-Discover
31 April 10, 2023
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
Phase 4Telephony Integration
33 April 10, 2023
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
Phase 4 Architecture
OCS Director
Cisco Unified Presence Server 6.0
Cisco Call Manager 5.1 Cluster
PSTN Gateway
PSTN
OCS Acces
s Edge
SIP CSTA
CTI
OCS Back-EndOCS Front-End
Load Balancer
OCS Front-End
Internet
35 April 10, 2023
Deployment Challenge #9
• 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
OCS - Remote Call Control
CTICSTA/SIP
SCCP
SIP
Cisco Unified Presence Server 6.0
OCS Front-End Cisco Call Manager 5.1
Deployment Challenge #10
• 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
36 April 10, 2023
CUCM – E.164 Numbers
37 April 10, 2023
Deployment Challenge #11
• 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
OCS – Reverse Number Lookup
38 April 10, 2023
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”
Click to Call
39 April 10, 2023
40 April 10, 2023
Application Integration
Observations
42 April 10, 2023
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!
How Can HP help me get started?
HP’s View of Unified Communications
• 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
Application Integration
UnificationPresence, policy, access, routing and
relationships
UnificationPresence, policy, access, routing and
relationships
IP T
ele
phony
IP T
ele
phony
Unifi
ed
Mess
agin
gU
nifi
ed
Mess
agin
g
Em
ail
Inte
gra
tion
Em
ail
Inte
gra
tion
Pre
sen
ce
Colla
bora
tion
Colla
bora
tion
Networks and ComputingMobility/Wireless Servers/Storage/Software Management
Networks and ComputingMobility/Wireless Servers/Storage/Software Management
Pre
sence
Pre
sence
Confe
renci
ng
Confe
renci
ng
How does it work today
Functionality
Cost
0m 1m 10m 100m 1km 100km 10,000km
Distancefrom desk
What happens when you moveaway from your desk?
(Voice & Data)
Work tools according to employee communication need
Time away from desk0% 20% 40% 60% 80% 100%
Corridor Warrior
Commuter Road WarriorCall Centeragents
Stationary
One size does NOT fit all!
Data
Voice
Corridor Warrior
Commuter Road WarriorCall Centeragents
Stationary
48 April 10, 2023
From Vision to ImplementationDifferent route for each enterprise
48
Mobile telephony -
Enterprise Voice -
Application Integration -
IP network upgrade -
Active Directory upgrade -
Collaboration -
E-mail upgrade -
Unified Messaging -
Web Conferencing -
Presence/Instant management -
Management - Time
Company ACompany B
Solution elements
12
3
4
5
6
7
8
9
10
11
1
2
3
4
5
6
7
8
9
Using common infrastructure, management, securityand standardized HW/ SW platforms
HP UC Service Delivery Methodology
49 April 10, 2023
VisionVision
AssessAssess
DesignDesign PlanPlan
POCPOC
PilotPilot
EvolveEvolve
ManageManage
SupportSupport
ImplementImplement
UnifiedCommunications
from
UnifiedCommunications
from
AnalyzeAnalyzeBusiness needsBusiness needs
End-User & End-User & Business Migration PlansBusiness Migration Plans
Network optimization,Network optimization,audit, health checksaudit, health checks
Lifecycle Support Lifecycle Support Global 24x7 operationsGlobal 24x7 operations
Microsoft/Norte/Cisco/Avaya Microsoft/Norte/Cisco/Avaya Integration AssuranceIntegration Assurance
Architecture Architecture & &
StrategyStrategy
SecuritySecurity
Supply & deploy :Supply & deploy :computing, storage platforms, computing, storage platforms, end user equipment, licensesend user equipment, licenses
Software ManagementSoftware ManagementDesktop rollout & upgradesDesktop rollout & upgrades
Voice & MessagingVoice & MessagingInfrastructure AssessmentInfrastructure Assessment
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
52 April 10, 2023
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
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:− Unified Communication− Instant Messaging and Presence− Audio, Video and Web Conferencing− Telephony Integration− Application Integration− Exchange Unified Messaging
53 April 10, 2023
54
“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.
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Technology for better business outcomes
The Unified Communications Journey, a real customer experience