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Overview: Planning, Implementation, and Management of Modular Messaging 3.0 Session 306

Overview: Planning, Implementation, and Management of Modular Messaging 3.0 Session 306. Jeff Johnson, MM Product Introduction Julie Thiesen, ECAD Technical Enablement. Agenda . MM 3.0 Product Overview – What’s New Design Considerations Process Changes Planning Forms Data Collection Tool

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Overview: Planning, Implementation, and Management of Modular Messaging 3.0 Session 306

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  1. Overview: Planning, Implementation, and Management of Modular Messaging 3.0Session 306 Jeff Johnson, MM Product Introduction Julie Thiesen, ECAD Technical Enablement

  2. Agenda • MM 3.0 Product Overview – What’s New • Design Considerations • Process Changes • Planning Forms • Data Collection Tool • Installation Overview • MM 1.1 or 2.0 to 3.0 Upgrade

  3. MM 3.0 – What’s New

  4. New System Capabilities • Serenade TUI • TUI Activation of Call Me and Find Me • Does not include setting destination number • Microsoft Exchange support of MM 2.0 MSS features • All TUIs, Personal Distribution Lists, Broadcast, Privacy • Audible Hourglass • New for AUDIX and Serenade TUIs (available for Aria in 1.1) • “Please wait” prompt when system response > 4 seconds • Sort by Message Type • Aria will still use TUI commands to access message types • AUDIX and Serenade TUI users will specify ordering via Subscriber Options (SO) (continued)

  5. New System Capabilities (cont.) • Offline Access for Call Answer Messages • Common interface specialized for this application • Listen only for Call Answer messages only • Block Call Answer Fax Receipt per Class of Service (COS) • Does not affect fax creation • Not available on Exchange (3rd party fax solution) • Record Caller Application Announcements • Available for all TUIs (was just Aria) • Mailbox Initialization • Was “Educator” the term “Initialization” is more accurate • Change password and record name (all TUIs) • Record “Please hold” prompt and personal greeting (Aria only) (continued)

  6. New System Capabilities (cont.) • Date and Time Prior to Message Playback • MM 2.0 Aria TUI does not provide, traditional Aria TUI did • For Aria TUI, MM 3.0 added date and time playback user selectable • AUDIX and Serenade TUIs consistent with traditional operation • Subject Line Edit for Clients (MSS) • Web Client, Outlook Thick Client • Multiple Time Zones • Time zone assigned per COS, default to system time zone • Time zone for mailbox may be assigned using Subscriber Options (SO) or Web Subscriber Options (WSO) (continued)

  7. New System Capabilities (cont.) • “Rapid Response” Features • Call Answer Message Response Improvements (CAMRI) • Response to Call Answer messages from remote subscribers • Only for MSS, not Exchange • Find Me Music on Hold • Played instead of ringback • Only for QSIG switch integrations (T1 or E1 and SIP) • Caller Application Holiday Routing • Create Caller Apps for system defined holidays in addition to in-hours and out-of-hours • Several Caller Application enhancements • Transfer to ‘ambient’ mailboxes, no input handling, transfer to dial by name, non-interruptible prompts

  8. TUI Enhancements • Common TUI Elements • Common Caller Interface - Callers • Independent of called subscriber’s assigned TUI • Enhanced to include multi-lingual Call Answer capabilities • Common Log-In Sequence - Subscribers • Same as MM 2.0 • Common Offline Access TUI • Selectable Subscriber TUIs • Aria, AUDIX, Serenade • Per Class of Service (COS) • Used for subscriber access to mailbox, not Call Answer • Either Message Store (MSS or Exchange)

  9. Desktop Applications • Graphical User Interfaces • Thin Clients (Web-based) • Avaya Web Client (MSS only) • Avaya Web Subscriber Options (WSO) • Only Internet Explorer is Tested (others may work) • Thick Clients (loaded on user’s PC) • Microsoft Outlook Thick Client add-in • IBM Lotus Notes Thick Client add-in • Subscriber Options (SO) • Standards-based clients work with all versions of MM • Outlook Express, Eudora, etc.

  10. Accessibility Improvements • Accessibility via TUIs • MM 3.0 is compliant with US Federal regulations • Section 508 of the Rehabilitation Act • Section 255 of the Communications Act • Single mailbox for voice and TTY recordings • TTY support for subscribers • TTY support for callers

  11. International Considerations • Multi-Byte Character Sets • Native Language Operating System Support • Multilingual Call Answering (CA) • Multilingual CA set on per-mailbox basis using SO or WSO • “Primary” CA language used when call is answered • Caller may select language • S3400 Hardware Discontinued for European Union countries effective 4/3/2006

  12. Switch Integrations (SWINs) • SIP (Session Initiation Protocol) • Avaya Communication Manager (CM) 3.1 and SIP Enablement Server (SES) • May not work with 3rd party switches despite “standard” • MWI Enhancements • On-demand refresh initiated by administrator • Respond to switch-initiated status inquiries • TTY Support • H.323 and SIP cannot be “host” switches • Can use IP network connectivity between sites • Possible packet loss would garble TTY characters • Fax Support • Not available at GA for SIP • Available in post GA Service Pack • Not available for H.323

  13. Additional Administration Features • Customer Downloadable Patches from support.avaya.com • Improved SMS deployment and simplified installation of desktop clients • Latest Operating System Support • RedHat Enterprise Linux v4 (MSS) • Microsoft Windows 2003 (MAS) • Block Call Answer Fax receipt on Class of Service basis (MSS Only) • Avaya Directory Enabled Management (API) Support (MSS Only) • Allows for LDAP Synchronization • Third Party Development required (e.g. Star Fish) to meet customers’ specific environment

  14. Message Application Server Increased T1/E1 ports per MAS for Intuity/Serenade TUI users Increased IP capacity / MAS 48 SIP on S3500 vs 20 on S3400 30 H.323 on S3500 vs 20 on S3400 Increased Performance Smaller Rack Footprint (2U) Message Storage Server (high-availability) 2500 IMAP sessions (up from 1000) Higher Performance Smaller Rack Footprint (2U) S3500 New S3500 Messaging Server • Introducing the S3500 server from Avaya • All Servers: 3.4 Ghz Intel P4 processor, 2U form factor, 2 GB RAM • MAS: 2 slot telephony card capacity, 80GB disk space. DVD-ROM • MSS-H: 292GB disk space (4 hot-swappable disks), DVD-RAM, Dual hot/swap Power, Quad hot/swap Fans • MSS-S: 160GB disk space (2 disks), DVD-RAM • Reasons to consider a new S3500 messaging server: Message Storage Server (standard) • Higher Performance • Smaller Rack Footprint (2U)

  15. Design Considerations

  16. MM 3.0 New Design Considerations - General • More Powerful Server = Port capacities are the same across all TUIs with S3500 MAS • More Powerful Server = More client connections S3500 MSS • Many Old Feature Deficits are Gone • Transfer to Messaging now with CM 3.1 • Record to Messaging (One Touch Record) now with CM 3.1 • Limitation of 150 Deployed Caller Apps (S3500) or 120 (S3400) • OAN with SIP integration Not working (will be fixed in Service Pack) • UCC (Reach Me) and SIP integration does not work • Design Consultation Practice (DCP) Process Still Required • Process is simplified and easier to follow

  17. MM 3.0 Design Considerations - MSS • Smaller Footprint - S3500 Servers • S3500 Servers Have Only 2 Slots for Telephony Cards • Capacity Constraints with MSS store • 80 ports of DSE (16 ports x 5 MAS) • 120 ports of Analog (24 ports x 5 MAS) • IMAP4 Sessions Increased to 2500 clients with S3500 MSS-H • All MAS’s must be co-located • Remote MAS’s not Supported by Avaya Global Technical Support (GTS) • DSE Integrations Limited to 500 Subscribers • Avaya and Rolm switches – MWI considerations • Web Client Server Software Must Run on It’s Own Server • Can be co-resident with Web Subscriber Options • Fax Not Supported on H.323 Integrations (with SIP in SP)

  18. MM 3.0 Design Considerations - Exchange • 10 MAS - 240 Port Limit • MAS’s must be located with Exchange Servers • Network PBXs OR • Use Remote Gateways • Fax Requires 3rd Party Fax Server • Octel Analog Networking Supported • Exception is H.323 and SIP integrations • Exchange 5.5 no longer supported

  19. Centralized Voice Mail

  20. Centralized Voice Mail Design Considerations • Voice Quality • Multiple-transcoding on digitized voice wreaks havoc and can result in poor quality message complaints • Use G.711 encoding in MM unless you are Single Site, Single PBX • Use G.711 in Inter-Region Traffic on CM if possible • Sizing • Remember Sizing constraints in Concepts and Planning • Multiple MM systems can be connected to CM’s with larger processors - 8700, 8500, etc. • Time Zones - Multiple Time Zones Now Available in MM 3.0!! • By System, Class of Service, By User

  21. Business Continuity

  22. Business Continuity - Plan for It • Centralized System – make sure they are reliable • N+1 MAS • MSS-H – Hot swappable RAID level 5 disks, dual power supply • Offline Access - Make Received Call Answer Messages Available • LAN Backup - Safer, More Secure Backup and Restore Capability, Large systems can ensure full nightly backups • WAN Failure – make sure it isn’t catastrophic • Use CM Reroute Features • Don’t Duplicate Voice Mail systems for this • Build Reliability Equation - CM + MM = Reliability

  23. Process Changes

  24. MM 3.0 Planning Forms • The Planning Form is an editable Word document used to collect information needed for the installation, access, and support of the entire Modular Messaging system • Planning Forms have changed significantly from MM 2.0 • For upgrades, reconcile information on the system and use to update 2.0 forms and fill out 3.0 forms • What is on the form may not match the system!

  25. MM 3.0 Data Collection Tool • The Data Collection Tool (DCT) is a tool used to collect, validate, and store all of the information needed for the installation, upgrade, and recovery of the MAS • The Data Collection Tool (DCT) creates a configuration file (*.mmdct) used in the installation and upgrade process. You can not install the software with out this configuration file

  26. Information NOT contained in the Planning Form • Information on features that will be used at the customer site (mobility features, clients, adjuncts, etc) • Specific site configuration (end user password length, end user password rules, Auto Attendant features) • Any information on Caller Applications • Information collection for the Planning Forms comes from multiple sources and can take a while to obtain • Allow time to collect the additional information not gathered by the Planning Forms

  27. MM “Process” Best Practices • Planning Forms and DCT information still needs to be gathered and compiled well prior to the installation date • Successful installations hinge on accurate planning information • Information must be entered consistently between the Planning Form and the DCT. The information is manually transferred from the Planning Forms to the DCT • Systems need to be pre-registered so that the Product ID and Remote Access IP addresses can be provided on the Planning Forms • Save analyzed DCT post install for Disaster Recovery • Automatically created nightly, but does not contain all of the data

  28. Installation Overview

  29. Keys to Successful Installations and Upgrades • Planning, Planning, Planning • Collect and verify information for installation or upgrade well in advance of the actual install • Double, Triple, Quadruple check your planning information • Use tools and job aides to help you collect system parameter information for configurations • You can not upgrade an unhealthy system to make it healthy • You can not successfully upgrade a system with information missing or inaccurate in the Planning Forms or DCT

  30. Keys to Success - continued • Project Management • Items to note • Attend training • Read documentation • Get hands on experience • By the Way - Planning, Planning, Planning

  31. What’s Covered Next • New installation architecture • MSS high level Installation steps • MAS high level Installation steps • Avaya and Customer Provided Equipment (CPE) • Boot disk changes • MSS high level Upgrade steps • MAS high level Upgrade steps • Avaya and Customer Provided Equipment (CPE)

  32. New Installation Architecture - MAS • Two part installation process changed for the MAS • Data Capture is done with the Data Collection tool (DCT) - MMDCT.exe • Unattended Installation is done with MISCM.exe • MISCM – Automated install completes the following tasks • Create host files • RealSpeak (Software Only) • Sysprep (Hardware Only) setup basic Windows environment • Networking configuration (Hardware Only) setup network cards • Operating System configuration (previously OSConfig wizard) • 3rd Party Tools (Exchange Only) • Software installation (Exchange Only) MM software components • Dialogic setup • RAS Setup (Hardware Only) • MAS configuration (previously GVConfig) • VMD Configuration (new installs only) some VMD properties are configured

  33. MSS New Installation High Level Steps • Network Administration • Machine Names, IP Addresses, Windows Domain, etc • Trusted Server setup • Move to MAS tasks • Update MAS host information • Place MSS in Windows domain • Administer Classes of Service • Administer Special Mailboxes • Move to MAS to complete tasks

  34. MAS/MSS Complete preliminary tasks on MSS Have validated completed DCT file ready Turn on MAS and MISCM is launched Select *.mmdct file Select MAS to install Enter license key Complete Configuration Start Acceptance Testing MAS/Exchange Complete preliminary tasks for Exchange Have validated completed DCT file ready Turn on MAS and MISCM is launched Select *.mmdct file Select MAS to install Enter License key Install Third Party software when prompted Install MM Components when prompted Complete Configuration Start Acceptance Testing MAS New Installation Avaya Hardware High Level Steps

  35. MAS New Installation CPE High Level Steps • Complete preliminary tasks for Exchange • Confirm MAS Server prepared for install • Have Validated Completed DCT file ready • Install MISCM and launch • Select *.mmdct file • Select MAS to install • Install Third Party software when prompted • Install MM Components when prompted • Complete Configuration • Start Acceptance Testing

  36. MSS Upgrade High Level Steps • Ensure the system is healthy and working correctly • Run Pre-Upgrade Tool • Complete a Full Attended Backup • Run the Backup Verification Tool • Replace the hardware – Optional with considerations covered in the Upgrade section • Install the MM 3.0 software • Restore the MM 1.1 or 2.0 backup onto the 3.0 system • Restores the ENTIRE system: IP Addresses, machine names, etc so the 2.0 and 3.0 system can not be ‘live’ on the data network concurrently • Move to the MAS Upgrade steps

  37. MAS Upgrade High Level Steps – Avaya • Ensure the system is healthy and working correctly • Use MMDCT to analyze EACH MAS in existing system • Complete this step WELL PRIOR to the upgrade day • Understand that the system must be healthy and functioning prior to the upgrade. This verification is done PRIOR to the upgrade day • MSS – backup steps completed from above • MAS • New Image is installed • Perform Factory tasks (Windows Product Activation and MM_Setup) • Use MISCM and analyzed DCT to restore system • Restore backed up files • Complete installation and configuration tasks • Verify Operation of the entire system

  38. MAS Upgrade High Level Steps - CPE • Ensure the system is healthy and working correctly • Upgrade the OS to Windows 2003 Server SP 1 • Install ASP.Net • Configure IIS to use IIS 6.0 (Not using IIS 5 mode) • Upgrade Exchange System Management Tools to 2003 with Service Packs • Upgrade Dialogic Drivers • Upgrade RealSpeak • Upgrade MM Components • Verify the Operation of the entire system

  39. MM 1.1 or 2.0 to 3.0 Upgrade

  40. MM 1.1 or 2.0 to 3.0 Upgrade – Be Prepared! • How do you get prepared? • Implementation Training at Avaya University • Documents to reference MM Application Guide (comparison guide), Concepts and Planning, Installation Guide • Complete set of MM 3.0 product documentation available on the Support Site. Concepts and Planning, TUI Guides, etc • Upgrade High Level Process Document • Upgrades are ALWAYS like for like (no change in backend or SWIN, but you can change the number of MAS’s). • You can not make changes during the upgrade process. They must be done prior or post install • Upgrades from 1.1 can go directly to 3.0

  41. MM 3.0 New Installs vs. Upgrades • Installs will ship with new hardware + OS + MM software • Relatively easy process • Carefully following documentation is key to success • Upgrades • Very different process than MM 1.1 to 2.0 • OS changes to the Windows 2003 and Red Hat Enterprise 4 • Need to plan for mixed S3400 / S3500 environments • Addition of new server, upgrading the rest • Moving port cards around • Don’t set unrealistic expectations on time required to upgrade • Carefully following documentation is key to success

  42. Replace the MSS Add an MAS S3400 S3400 S3500 S3500 S3400 S3500 S3500 S3500 or with Replace All servers Exchange S3500 Flexible Hardware Upgrade Options • Upgrade S3400 to MM 3.0 software and Operating System Can also upgrade from S3400 MSS-S to S3500 MSS-H if desired

  43. Hardware Upgrade Recommendations • MM 3.0 will run on the S3400 server with limits • Final testing shows that S3400 is challenged to run the new standard RedHat OS (not Avaya modified kernel) and the MAS with Windows 2003 with full capacities • MAS Limit: 48 ports per MAS • Most customers will be fine, Can move port cards around as necessary • Remember, still have 5 MAS per Voice Mail Domain (VMD) limit • MSS Limit (S or H): 40 ports per Domain or 2000 subscribers (whichever comes first) • Will Impact larger customers • Most will be looking to upgrade to S3500 already for IMAP4 session increase • Voice Card capacity on the S3500 may mean additional equipment is required. Only two port card slots are available

  44. Migrations • Systems that can be migrated to MM 3.0 - MSS • Aria 2.x and 3.x • Intuity AUDIX 4.4, 5.0, 5.1, LX, and HiCap • Serenade 3.x and 4.x • MSS Message Store ONLY, not available for Exchange • Retain original TUI as the default for the new system • Provided by Unimax Mailbox Manager • What’s moved by the Mailbox Manager Migration tool? • System data, COS data, Subscriber Mailbox data • What’s NOT moved? (including, but not limited to) • Recording (messages, greetings, names, modified prompts), Automated Attendant mailboxes and / or applications, Personal Distribution Lists

  45. Integration Updates • Session Initiation Protocol (SIP) • 48 sessions per MAS with new S3500; 20 with S3400 • Fax support targeted for Service Pack post General Availability • UCC Reach Me is NOT available • All MM subscribers MUST reside on a CM 3.1 that supports SIP trunks • It is recommended that all MM subscribers are on the same CM 3.1 • With multiple CM’s and one MM there are significant amounts of switch administration required (routing tables and proxy administration) • New MM 2 integrations now available for MM-Exchange • Cisco T1, Siemens T1 and E1 • Increase Capacity for H.323 • Increase to 30 sessions per MAS with new S3500 • Does not support Fax

  46. Questions?

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