Lucent Technologies Octel Unified Messenger, Planning Manual

Page 1: ...101 1620 005 Octel Unified Messenger Concepts and Planning Guide...

Page 2: ...ution or transfer of this software or preparation of derivative works is strictly prohibited Copyright 1996 1999 Octel Communications Corporation a subsidiary of Lucent Technologies All rights reserve...

Page 3: ...tel Unified Messenger n The concepts underlying Octel Unified Messenger including voice mail domains addressing client and server operations and telephony concepts Audience This guide is intended for...

Page 4: ...nger CD ROM Unified Messenger At A Glance 101 1622 004 Provides at a glance information on using Octel Unified Messenger from the telephone user interface Configuration Notes Provides integration info...

Page 5: ...o date information on Octel Unified Messenger see the Readme file available on the Octel Unified Messenger CD ROM Conventions The following conventions are used in this guide Convention Description AL...

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Page 7: ...nts 1 6 Microsoft Exchange Server 1 6 Voice server 1 7 Tracing server 1 7 Fax server 1 8 PBX 1 9 TUI 1 9 LAN 1 10 PC user interface 1 10 Benefits summary 1 11 Subscriber convenience 1 11 Ease of admin...

Page 8: ...nger 2 21 Enabling Octel Unified Messenger subscribers for fax 2 21 Routing inbound fax calls to the third party fax server 2 22 Chapter 3 System architecture Introduction 3 2 Voice mail domain 3 2 Ad...

Page 9: ...establishing security rules Connecting with the PBX 6 2 Establishing security rules 6 3 Access to voice mail domain administration 6 3 Access to subscriber accounts administration 6 3 Access to subsc...

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Page 11: ...PART 1 CONCEPTS...

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Page 13: ...s chapter introduces Octel Unified Messenger and discusses the following topics n Octel Unified Messenger product features n The unified mailbox concept n Networked components of the Octel Unified Mes...

Page 14: ...ess To make this task easier Octel Unified Messenger provides the following features n Messaging convenience Octel Unified Messenger enables everyone to view listen to send store and retrieve all thei...

Page 15: ...osoft Outlook n A single data store for all messages in the Microsoft Exchange Server n A common enterprise wide directory for all messages n A single point of administration through enhanced Microsof...

Page 16: ...er all voice mail telephone answering e mail fax and data messages including documents and forms are stored in the unified mailbox Messages can be viewed listened to stored or retrieved using either t...

Page 17: ...ages to other recipients or to a fax device for printing n Store delete reply to or forward e mail voice or fax messages n Print e mail messages on a fax device PC user interface Subscribers can acces...

Page 18: ...osoft Exchange server Microsoft Exchange Server The Microsoft Exchange server is a Windows NT based system that contains all user mailboxes and all directory information It communicates with other Exc...

Page 19: ...hird party fax servers Multilingual text to speech The voice server includes a speech synthesis device that allows subscribers to hear their e mail messages over the telephone This feature is also use...

Page 20: ...to a fax device through the telephone user interface For more information on how to set up fax servers see Octel Unified Messenger interoperability with third party fax servers on page 2 20 Incoming...

Page 21: ...he capabilities of the fax server PBX The PBX or switch transfers calls from within the enterprise or from the outside telephone network to the OMD voice server This capability can also be provided by...

Page 22: ...Windows NT to transfer voice files across the network This minimizes network traffic congestion and provides speedy message playback and navigation PC user interface The PC user interface can be a po...

Page 23: ...rsion to listen to e mail messages when access to a PC is not possible Ease of administration Octel Unified Messenger offers administrators the following capabilities n All messaging administration ca...

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Page 25: ...PART 2 PLANNING...

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Page 27: ...in design rules n Establishing the number of voice ports required n Calculating the number of voice servers required n Hardware and software requirements n Evaluating the additional load on the Micros...

Page 28: ...steps 1 Designing the voice mail domain structure for the organization 2 Calculating the number of voice ports required 3 Calculating the number of OMD voice servers needed 4 Designing fax server and...

Page 29: ...ange site n An Exchange server can be a peer server for more than one voice server n An Exchange server can be a peer server for voice servers from different voice mail domains However the voice mail...

Page 30: ...e reports break out the traffic statistics by type of call for example incoming calls outgoing calls and calls to specific hunt groups These reports can be used to determine specific traffic patterns...

Page 31: ...traffic offered to a group of ports during the busy hour including calls that are blocked It is usually expressed in minutes Erlangs or CCS Carried traffic is the total busy hour traffic that was offe...

Page 32: ...ade of service GOS is the probability that an incoming call is blocked and therefore the caller hears a busy signal because all ports are in use This is expressed as a percentage of callers who call d...

Page 33: ...an significantly affect the GOS if this traffic is not included in the estimate of busy hour offered traffic If outcall delivery traffic is managed so that the majority of it occurs outside of the bus...

Page 34: ...provide a desired GOS the following factors must be considered n Estimated total busy hour offered traffic generated by both internal and external callers n Estimated total busy hour offered traffic...

Page 35: ...e ports To determine the correct not the minimum number of servers needed it is necessary to consider the effects of the following factors n The voice mail domain design For more information see Desig...

Page 36: ...ient software n Rhetorex Installation Suite n 1 GB free disk space Recommended Processor The processor recommended for an OMD voice server depends on two key factors n The number of voice ports to be...

Page 37: ...to 2 voice servers 200 MHz Intel Pentium For systems with more than 2 voice servers 400 MHz Intel Pentium n 64 Mbytes RAM n Access to a CD ROM drive to install the software n Microsoft Windows NT 4 0...

Page 38: ...affects Exchange response time in the same way as the addition of 10 medium activity e mail users n Generally the load imposed by voice mail usage represents a quarter of the load imposed by e mail u...

Page 39: ...olders However most people have no need to store all of the messages they receive Subscribers should be encouraged to remove unnecessary copies of messages from their Exchange folders For example they...

Page 40: ...case network bandwidth S x P x 32 kilobits per second For example for a site with a voice mail domain containing five voice servers each with 24 ports the worst case network bandwidth is 5x24x32 3 840...

Page 41: ...stream between the voice server and the voice server s peer e mail server n The following operations result in the establishment of a connection between the voice server and the Exchange server contai...

Page 42: ...ese require high bandwidth and low latency connectivity and are described in Evaluating the additional network traffic on page 2 14 Using multimedia Voice messages can be played back or recorded using...

Page 43: ...if playback controls are used for example fast forward or rewind these are routed through the network connection Playback controls occupy little bandwidth so they are only slightly affected by a slow...

Page 44: ...ailbox Therefore it is very important to have adequate network bandwidth Although lower speeds may work a minimum speed of 56 kilobits per second between the client PC and the voice server is recommen...

Page 45: ...tel Unified Messenger Voice Recorder with local multimedia when using a slow network connection Octel Unified Messenger Options A slow network connection can be used for all configuration operations f...

Page 46: ...ds 3 Voice cards 4 Fax server which contains n Fax server software n Fax routing n Windows NT 5 Unified Messenger server which contains n OctelNet n PBX integration devices n TTS n Telephone user inte...

Page 47: ...nts and send them to the intended Exchange recipient for storage within the Exchange message store n The fax messages placed in the subscriber s Outlook inbox should be identified by a unique message...

Page 48: ...delay 5 second default Octel Unified Messenger sends fax routing information as DTMF codes to the fax server and then cuts through the fax call The fax routing information sent by Octel Unified Messe...

Page 49: ...troduces the Octel Unified Messenger system architecture and describes some of its key concepts such as the voice mail domain VMD and addressing mechanisms This chapter also contains a list of the mai...

Page 50: ...o have one server announcing that the office is open for business while another server is simultaneously claiming that the business is closed in observance of a holiday It would also be unacceptable t...

Page 51: ...er for VMD1 4 Octel Voice Server 5 Octel Tracing Server for VMD2 6 Microsoft Exchange server 7 Subscribers VMD2 Figure 3 1 Example of typical implementation of voice mail domains 1 1 2 3 4 4 4 4 5 6 7...

Page 52: ...e wide directory which has the following benefits to Octel Unified Messenger subscribers n The worldwide corporate directory uses unique identifiers valid from anywhere in the enterprise n Directory i...

Page 53: ...el Unified Messenger Options This application enables subscribers to configure the main voice mail properties of their mailbox Subscribers can also override the default fax number to print a fax to a...

Page 54: ...g telephone number For more information on Octel Unified Messenger Options see the Octel Unified Messenger Subscriber s Reference Guide Octel Unified Messenger Voice Form The Octel Unified Messenger V...

Page 55: ...ation history database They can view live events as they are added to the operation history database or view historical events Reporting Tool This tool enables administrators to generate reports for m...

Page 56: ...rver includes a speech synthesis device that allows subscribers to hear their e mail messages over the telephone This feature is also used for name confirmation when a recorded name is not available n...

Page 57: ...terest to an administrator for diagnostic purposes for example a Call Waiting state generated by the telephone user interface n Writes the events to the operation history database n Periodically creat...

Page 58: ...g party identification if known called party identification and a forwarding reason code There are four ways to integrate a PBX with Octel Unified Messenger n In band signaling n Serial RS 232 data ch...

Page 59: ...f the DMID When a call is received on the DMID it simultaneously rings at the analog port The DMID interprets the call display information and transmits it to the voice server which answers the caller...

Page 60: ...d back using Microsoft Sound Recorder on a multimedia equipped PC without requiring any additional software System administrators decide whether to use GSM or ADPCM format by voice mail domain in Voic...

Page 61: ...620 005 4 1 4 1 4 Designing addressing schemes This chapter introduces different forms of addressing and describes the following addressing schemes n Local mailbox number n Dial by Name n Numeric addr...

Page 62: ...e user interface Octel Unified Messenger supports four custom forms of addressing These four forms are needed because the telephone user interface TUI does not provide a facility to enter alphabetic c...

Page 63: ...ust be unique within the domain Many organizations use telephone extension numbers as local mailbox numbers This means that a separate directory item for mailbox numbers does not need to be maintained...

Page 64: ...elled names in last name first name order Any user in the Exchange directory can be selected through Dial by Name addressing making it basically equivalent to entering a recipient s spelled name on th...

Page 65: ...have the same number of digits However the length of a numeric address must not be the same as the length of the local mailbox number in any voice mail domain within the organization If the lengths c...

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Page 67: ...bes how existing Octel servers can communicate with Octel Unified Messenger It introduces OctelNet OMD s solution for voice networking between Octel servers It includes information on n Designing an O...

Page 68: ...that is easy to use and manage With OctelNet OMD servers may be located in the same building in different cities or in different countries around the world Octel Unified Messenger supports OctelNet a...

Page 69: ...ipients in the Exchange directory by spelling the recipient s name on the telephone keypad This feature is known as Dial by Name NameNet also provides spoken name confirmation for OctelNet messages Wi...

Page 70: ...ional digits Additional digits are the number of digits that the subscriber must enter in addition to the prefix to form a complete OctelNet address Since an OctelNet address consists of the prefix fo...

Page 71: ...t be less than or equal to the mailbox length n The number of digits in the prefix plus the additional digits must be greater than or equal to the mailbox length n In multiple addressing schemes no tw...

Page 72: ...erent in each case See rule 4 prefix 12345 4321 4322 4323 additional digits 3 4 4 4 mailbox length 4 4 4 4 Although the sum of the additional digits and the number of digits in the prefix is the same...

Page 73: ...s the OctelNet address and receives a spoken name confirmation To send an OctelNet message from the desktop PC the subscriber selects the custom recipient from the Exchange Address Book Casual OctelNe...

Page 74: ...he PBX regardless of which server Octel Unified Messenger or Octel message server the user resides on n All messages sent to the mailbox on the Octel message server can be forwarded automatically to t...

Page 75: ...1 6 1 6 Connecting with the PBX and establishing security rules This chapter introduces the following n How to connect with the PBX n The Octel Unified Messenger s security features that prevent unaut...

Page 76: ...il System Configuration application an administrator can specify the parameters necessary to enable PBX integration to the voice server See the Octel Unified Messenger documentation for the specific i...

Page 77: ...sers and groups who are authorized to administer the voice mail domain For information on configuring security for a voice mail domain see the Octel Unified Messenger Administrator s Guide Access to s...

Page 78: ...When subscribers access the voice mail system through the telephone user interface for the first time they are prompted to change their passwords Administrators can reset a subscriber password at any...

Page 79: ...f an unauthorized user gaining access to a subscriber s mailbox Table 6 1 Probability of guessing password Number of digits in the password Odds of correctly guessing the password 1 1 in 9 2 1 in 90 3...

Page 80: ...Messenger has the capability to disconnect or transfer callers who make too many errors while trying to navigate through the system The number of errors from 0 to 9 errors can be configured on a syste...

Page 81: ...101 1620 005 A 1 A Appendix A Sizing for ports This appendix gives guidelines for estimating how many users can be supported with a given number of voice ports...

Page 82: ...ven number of ports based on average daily port usage per subscriber These tables also provide for traffic patterns of 10 14 or 18 Busy Hour traffic Table A 1 Number of supported subscribers with four...

Page 83: ...rted subscribers with eight ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 120 10 14 155 10 10 217 8 18 150 8 14 193 8 10 271 6 18 201 6 1...

Page 84: ...of supported subscribers with twelve ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 220 10 14 283 10 10 397 8 18 275 8 14 354 8 10 496 6...

Page 85: ...d subscribers with sixteen ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 327 10 14 420 10 10 588 8 18 409 8 14 525 8 10 735 6 18 545 6 14...

Page 86: ...f supported subscribers with twenty ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 439 10 14 564 10 10 790 8 18 549 8 14 705 8 10 988 6 18...

Page 87: ...bscribers with twenty four ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 554 10 14 712 10 10 997 8 18 692 8 14 890 8 10 1246 6 18 923 6 1...

Page 88: ...orted subscribers with twenty eight ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 671 10 14 863 10 10 1208 8 18 839 8 14 1079 8 10 1510 6...

Page 89: ...scribers with thirty two ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 791 10 14 1017 10 10 1423 8 18 988 8 14 1271 8 10 1779 6 18 1318 6...

Page 90: ...ported subscribers with thirty six ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 911 10 14 1171 10 10 1640 8 18 1139 8 14 1464 8 10 2050...

Page 91: ...ubscribers with forty ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1032 10 14 1327 10 10 1858 8 18 1291 8 14 1659 8 10 2323 6 18 1721 6...

Page 92: ...orted subscribers with forty four ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1156 10 14 1486 10 10 2080 8 18 1444 8 14 1857 8 10 2600...

Page 93: ...cribers with forty eight ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1280 10 14 1645 10 10 2303 8 18 1600 8 14 2057 8 10 2879 6 18 2133...

Page 94: ...ported subscribers with fifty two ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1404 10 14 1805 10 10 2527 8 18 1755 8 14 2256 8 10 3158...

Page 95: ...scribers with fifty six ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1529 10 14 1965 10 10 2752 8 18 1911 8 14 2457 8 10 3440 6 18 2548...

Page 96: ...pported subscribers with sixty ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1655 10 14 2127 10 10 2978 8 18 2068 8 14 2659 8 10 3723 6 1...

Page 97: ...cribers with sixty four ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1781 10 14 2289 10 10 3205 8 18 2226 8 14 2862 8 10 4006 6 18 2968...

Page 98: ...rted subscribers with sixty eight ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 1907 10 14 2452 10 10 3433 8 18 2384 8 14 3065 8 10 4292...

Page 99: ...ribers with seventy two ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers 10 18 2034 10 14 2615 10 10 3662 8 18 2543 8 14 3269 8 10 4577 6 18 3390...

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Page 101: ...101 1620 005 B 1 B Appendix B Grade of service This appendix illustrates the maximum amount of busy hour traffic supported by a given number of ports for each grade of service GOS...

Page 102: ...es of traffic 60 minutes 1 Erlang 36 CCS Table B 1 Maximum busy hour traffic supported for a GOS of P 01 Ports Erlangs CCS Minutes 4 0 86 31 51 7 8 3 11 112 186 7 12 5 86 211 351 7 16 8 86 319 531 7 2...

Page 103: ...61 130 216 67 12 6 61 238 396 67 16 9 81 353 588 33 20 13 17 474 790 00 24 16 61 598 996 67 28 20 14 725 1208 33 32 23 72 854 1423 33 36 27 33 984 1640 00 40 30 97 1115 1858 33 44 34 67 1248 2080 00...

Page 104: ...75 00 8 3 97 143 238 33 12 7 14 257 428 33 16 10 50 378 630 00 20 13 97 503 838 33 24 17 56 632 1053 33 28 21 19 763 1271 67 32 24 89 896 1493 33 36 28 64 1031 1718 33 40 32 39 1166 1943 33 44 36 19 1...

Page 105: ...53 163 271 67 12 7 94 286 476 67 16 11 53 415 691 67 20 15 22 548 913 33 24 19 03 685 1141 67 28 22 86 823 1371 67 32 26 72 962 1603 33 36 30 64 1103 1838 33 40 34 58 1245 2075 00 44 38 56 1388 2313 3...

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Page 107: ...automated attendant also allows other call handling features such as intercom paging and call screening busy hour A method used to calculate the number of ports required when sizing a system It repre...

Page 108: ...at the analog port The DMID interprets the call display information and transmits it to the voice server which answers the caller with the appropriate personal greeting Direct Inward Dialing DID Usin...

Page 109: ...cipient Microsoft Exchange site A group of Microsoft Exchange servers where one or more servers on a high bandwidth permanent LAN work together to provide messaging and other services to a set of user...

Page 110: ...hout having to start up an e mail application offered traffic The total traffic offered to a group of ports during the busy hour including calls that are blocked operation history database A temporay...

Page 111: ...tension they selected while they are transferred to an extension port group A group of ports allocated to a specific application such as the PC client the telephone user interface or OctelNet Port gro...

Page 112: ...nts from each of them These events are written to two storage areas the Operation History and the transaction databases An administrator can generate reports summarizing voice mail activity using the...

Page 113: ...n administrator can voice enable the mailbox using the Voice Mail User Administration extension added by Octel Unified Messenger to the standard Microsoft Exchange Server Administrator application Voi...

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Page 115: ...addresses 5 7 addressing schemes 4 2 administration applications 3 7 voice server component 3 8 ADPCM 3 12 definition GL 1 architecture system 3 1 audio encoding formats ADPCM 3 12 GSM 3 12 automated...

Page 116: ...ft Exchange server F fax routing address 2 20 definition GL 2 enabling subscribers 2 21 fax servers 1 8 interoperability requirements 2 21 with Octel Unified Messenger 2 20 relationship with voice mai...

Page 117: ...ng addressing schemes 5 4 forwarding messages 5 8 introduction 5 2 messaging features 5 3 sending to Octel Unified Messenger 5 7 single site interoperability 5 8 automatic mailbox forwarding 5 8 sizin...

Page 118: ...component 3 8 Simplified Message Desk Interface SMDI definition GL 6 sizing additional network traffic 2 14 determining busy hour 2 4 disk space requirements 2 13 grade of service 2 6 number of Exchan...

Page 119: ...tering 6 3 definition GL 7 design rules 2 3 relationship with fax servers 2 20 security 6 3 voice mail enabling definition GL 7 Voice Mail System Configuration 3 7 definition GL 7 setting up security...

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