© 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