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Schurman, Joe, 1977-Microsoft voice and unified communications / Joe Schurman.

p. cm.ISBN 978-0-321-57995-91. Internet telephony—Computer programs. 2. Multimedia communications—

Computer programs. 3. Microsoft software. I. Title.

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2008052525

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FOREWORD

The evolution of communications is a fascinating subject. From the pri-mordial event where two people at the same place exchanged a singlepiece of semantically significant information to Gene Roddenberry’sresplendent “Transporter” vision you have to wonder what were the incre-mental and disruptive steps—what endured and what did not. Like histo-rians then, we use that thesis to predict what will work in the journey intothe future of communications, and what will not.

In our lifetime the world has evolved from analog phone calls andtelegraphs to PC-based communications. We have watched the PC and theInternet grow to reach more than a billion people in a span of 15 years orso. We have witnessed how the union of software and the Internet hasbecome the jet fuel for the evolution of communications—creating anamalgamated medium for innovation and adoption unprecedented in thehistory of communications.

What we call Unified Communications (UC) is really theRenaissance of communications, in the same way the Renaissance periodwas for culture from the fourteenth century to the seventeenth century.UC is transforming the fundamentals—user experience, programmability,accessibility, reuse of components, and infrastructure. Everything is beingand will continue to be challenged. The only thing sacred is the principleof empowering the end user with new capabilities offered within a cogni-tive model that is intuitive and practical.

Joe Schurman captures the essence of Microsoft’s vision and imple-mentation in the areas of voice and unified communications. This is animportant book for those interested in connecting the dots between thepresent and the future in human communications and understanding whythings are evolving in that way. Above all, this is a thorough and practicalbook, useful for those evaluating and planning the next step withMicrosoft’s Unified Communications offerings.

—Gurdeep Singh Pall, Vice President, Microsoft Unified Communications Group

PREFACE

The telecommunications industry is changing in ways not thought possible.We, as a human race, are seeing a complete transformation in how humancommunication can be used throughout applications and devices, trulyconnecting people and processes, regardless of geography, at a speed ofinnovation that is incomprehensible. The future of these successful inno-vations will lie within how human and machine-based communication willinteract with tools that we use on a daily basis, liberating us from specifichardware and devices through the power of software. The purpose of thisbook is to introduce you to a company who is truly a leader in this strategyand vision and who is equipping the creative developers of tomorrow withthe tools necessary to transform the world of voice and unified communi-cations forever. This company is Microsoft Corporation, and the contentwithin this book will help you understand what Microsoft is providingtoday and the vision for tomorrow throughout consumer, small business,and enterprise organizations on a global scale through the power of software.

1

C H A P T E R 1

THE COMMUNICATIONSRENAISSANCE

Telephony Revolution

Fast forward to the near future—to the year 2010. I just finished yet anoth-er training seminar. Sweating a bit from all the excitement and talking,tired from standing all day, and a bit hoarse, I walk back to my hotel and atthe same time, join a late afternoon conference call with one of my col-leagues, Seth. Instead of just holding the phone up to my face generatingeven more heat, I am having a live video and voice conversation with himon my new mobile phone (see Figure 1.1).

FIGURE 1.1 Mobile video call

We wrap up the conference call and then I head up to the hotel to fin-ish out the day with a cold one overlooking the European-esque architec-ture of beautiful Buenos Aires, Argentina, where I had been before.

Now, rewind to the last time I gave a speech in Argentina in the daysbefore VoIP became prominently available. That is a much different story.After my speech, I wanted to call my wife, but I realized I did not have aphone connection—not even a roaming connection! There I was on myUS, unstandardized CDMA phone in a GSM-supported location ofArgentina with no phone access—none! I ended up walking through thepouring rain to the nearest mobile phone store to purchase a pay-as-you-go phone with a new SIM card running on the Personal network there inBuenos Aires. After slogging through water up to my ankles back to myhotel, I tried to make the call. After several failed dialing attempts and

2 Chapter 1 The Communications Renaissance

several calls to a Spanish-speaking only network service line, I learned thatthat the pay-as-you-go phone did not have the ability to make internation-al calls, so the entire adventure was all for naught. In the end, I used thehotel phone to make the hundred-dollar call to my wife (see Figure 1.2).

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FIGURE 1.2 Perfect depiction of how I felt

Now, back to the near future in my mobile video conference with Seth!I’m not sweating at all thinking about the past situation because now, thevideo and voice call I just made, unlike before, was covered in my $29USD per month plan. No wireless PSTN surcharge, no $100 USD permonth wireless plan, no international roaming, no GSM, CDMA, 3G, andso on. My new wireless broadband phone that has HD-video and crystalclear HD-audio with no interruption is leveraging a technology made avail-able for consumer use in the 1990s called Voice over Internet Protocol(VoIP).

That’s right! VoIP has been around for more than a decade! What’smost important to note is that somewhere, some business executive whoworks for a wireless provider or telecommunications (Telco) provider isstarting to sweat. Why? Because this executive is beginning to realize whatis happening—the end of wireless and wireline communications services asthey exist today. No more SIM cards, no more international roaming, nomore dictatorship! For more than three decades telecommunicationsproviders have, similarly to how energy companies have, controlled thecost and service to their consumer and commercial customers by chargingwhatever rates and fees they want at will.

No more!This time marks the beginning of the end of traditional telecommuni-

cation services and the provider’s ability to enforce unjust fees and limita-tions to its customers. This is the birth of a new world of telecommunica-tions leveraging the power of voice and unified communications software!Your charter is to understand what this change means and prepare for whatis to come.

For the past two decades many organizations have designed and devel-oped technologies that leverage voice and unified communications, buthave failed miserably, or they have introduced these services before thor-oughly testing them for mass use. This has in some cases given VoIP a badname, which is why my book is not entitled, Microsoft VoIP, but MicrosoftVoice and Unified Communications. The purpose of this book is to identi-fy the most innovative voice and unified communications provider on aglobal basis and its products and services for consumers, small businesses,and enterprise organizations.

You may know already that providers are developing new voice andunified communications technology to change the way we communicateforever, and for the better. Some typical names are Nortel, Cisco, Avaya,and other leading providers in the telecommunications industry. What youmay not realize is that a company based out of Redmond, Washington thatis popular in the area of software development and manufacturing will for-ever shape the future of voice-based communication and collaborationtechnology. This company’s name is Microsoft, and the purpose of thisbook is to provide insight into what these technologies are and to prepareyou for the next wave of communications innovation.


Telephony Evolution

To understand how Microsoft’s Voice and Unified Communications visionwill change the telecommunications industry, it’s first important to under-stand how the telecommunications industry has evolved. I love how somemovies or books start with a “In the beginning….” In keeping with tradi-tion, I will also say, “In the beginning, there was Plain Old TelephoneService (POTS).” POTS was the first communications layer to enable oneperson to talk to another without having to ride a horse, fly a plane, or drivea car to see someone in person. Some say that this was the beginning of theend in human communication in that we are now seeing more and moreindividuals hiding behind the phone and spending less time in person,which I completely agree with, but hope to live in a time where we canevolve communications to enforce visual presence. However, POTSenabled the first wave of communications. End users of a POTS line woulduse a first edition phone device, designed and manufactured by AlexanderGraham Bell himself, to communicate to the same type of device held byanother end user with a POTS phone (see Figure 1.3).

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FIGURE 1.3 POTS (analog) line

Lines were terminated by switches, which soon led to a release of anew technology launched in the vibrant 1970s, the Public SwitchTelephone Network (PSTN), which enabled a company, remember MaBell, to terminate calls to enable long-distance calling internationally. Backthen, we all paid, well, you paid, because I was too young to have a phonein my own name, exorbitant fees at each termination resulting in an expen-sive phone bill if long distance was used. Basically the PSTN connectedPOTS phones across cities, states, countries, and ultimately oceans toenable voice packets to be sent and received across PSTN networks in eachregion of the world (see Figure 1.4).

FIGURE 1.4 POTS/PSTN integration

Within the same decade, Private Branch eXchange (PBX) systems,illustrated in Figure 1.5, were released to enable corporations to host theirown telephone network without having to pay for individual POTS lines foreach office worker. PBX telephone users would call each other using afour- or seven- digit extension, and if they had to dial one of the enabledoutside POTS lines, they would normally dial a 9 and then the number.Remember dialing 9 at school to call home? Yep, that’s where this comesfrom. Anyway, POTS lines are shared within the PBX network so that 16to 20 employees may use eight POTS lines in a given company, and that’show most PBX systems are still sold today in an 8x16 model. PBX systemsconnect to PSTN systems as well as connect PBX phones to long-distancecallers.


FIGURE 1.5 Private Branch eXchange

Around the 1990s, PBX and PSTN systems and networks started toaccept digital voice packets. By accepting digital packets, PBX systemswere able to advance using Internet Protocol (IP) communications con-necting voice over the Internet and creating a new way to communicateusing what we now know as VoIP. VoIP is a protocol or a vessel by whichcommunications including voice, video, and data pass over an IP line. VoIPuses another protocol called Session Initiation Protocol (SIP; seeFigure 1.6) to pass this data. (This will be important for you to rememberlater.)

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FIGURE 1.6 Session Initiation Protocol

What is needed for this to work? Simple, an Internet connection. Withnew Wi-Fi and WiMax technology, obtaining an Internet connection is eas-ier and more broad reaching than ever before, and in the future, Internetconnections will blanket the earth. PSTN networks are also crucial in thisdevelopment as voice calls are carried from a VoIP service provider, knownas an Internet Telephony Service Provider (ITSP) to the PSTN usingdigital packets to terminate a connection to a POTS line as well as cellu-lar/mobile lines.

As depicted in Figure 1.7, PBX systems can take advantage of thisbecause they can now utilize SIP as the primary communications layer forexternal communication instead of having to rely on POTS or analog lines.Internally, PBX systems also upgraded their service protocols by moving

FIGURE 1.7 PBX/SIP integrated architecture

SIP’ing VoIP

VoIP services and IP-based communications services, such as the IP-PBX,leverage protocols to carry audio, video, and data. The two most popularVoIP protocols are H.323 and SIP. For detail on these protocols, visit theInternet Engineering Task Force (IETF) via its Web site athttp://www.ietf.org searching for RFC 2543 for SIP, and the InternationalTelecommunications Union (ITU-T) Web site via http://www.itu.int fordetails on H.323. As depicted in the figures earlier in this chapter, SIP isthe standard VoIP protocol used to carry audio, video, and data communi-cations and is the protocol that Microsoft chose to build its communication


away from Primary Rate Interface (PRI) and Binary Rate Interface(BRI) lines to IP-based Ethernet-enabled cabling, creating the IP-PBX aswe know today.

http://www.ietf.org

http://www.itu.int

platform of products on due to the ability to provide more flexibility andcustomization in how audio, video, and data are handled between applica-tions (see Figure 1.8). H.323 was the previous industry standard, but basedon its rigidness and lack of flexibility, was not the protocol of choice.Another major reason why H.323 was not chosen has to do with band-width. The goal of VoIP is to work within ubiquitous networks and lowerthe overall threshold of the communication pipe to lower bandwidthrequirements enabling lightweight applications and devices that leverageVoIP.

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FIGURE 1.8 SIP architecture

Leveraging SIP as the foundation protocol for VoIP enables Microsoftto build communications products that carry the richness of audio, video,and data as well as provide the capability of custom application develop-ment to enhance these SIP-based products using third-party integratedsolutions from Microsoft’s worldwide partner community. In the future, asexpressed in my hypothetical 2010 scenario described earlier in this chap-ter, these flexible and feature-rich solutions will be extended to mobile

users leveraging SIP over wireless broadband networks such as WiMaxtowers that spread a broadband Internet connection across entire regions.Like you see in Japan and in spy movies, you will be able to communicate,via mobile, audio, video, and data without using your mobile wireless car-rier network, saving you time and at a fraction of the cost.

The Presence of SIP

Leveraging SIP further, Microsoft, unlike its competitors including Ciscoand IBM, has taken a different approach in respect to providing voice com-munications services to its customers. Microsoft has built its servicesaround the core human element, presence (see Figure 1.9).Understanding Microsoft’s focus on presence, its vision of human-basedpresence services, will unlock the understanding of Microsoft’s vision offuture communications and collaboration services. Think about this for aminute. Telco and networking providers have built communications tech-nologies based on the technology itself, not considering the human ele-ment. They have confined you as an individual and companies to the actu-al service itself and then have built enhancements on top of this service.Microsoft took another approach. Microsoft thought about you, the indi-vidual. What good is the technology if you are not there to use it? Whatgood is the technology if it cannot adapt to you as a person? The Discoverychannel has a series called How It’s Made, which focuses on the manufac-turing of consumer goods from crayons to baseball bats to even popsicles.These machines have advanced cameras that can sort items based on colorand size. These cameras identify motion and color, and are sensitive to thetouch of the item as well. Why can’t technology like this be applied to theway we communicate? When I wake up in the morning and rise out of bed,why can’t a camera or sensor be educated/programmed enough to sensemy presence, my schedule, or even my health and determine what servic-es I need in respect to contacts I can communicate with or meet with, oreven to see whether I’m feeling blue? No other manufacturer of commu-nications-based technologies is focusing on the human element. One com-pany in particular is advertising this focus, but it is simply advertising.Microsoft is actually walking the walk without the hype and advertisement.


FIGURE 1.9 SIP/Presence

They have focused their communications and collaboration productsbased on the human element, based on human presence; and out of thisfoundation, they have built additional services on top. The focus on thiscore, critical human element, will far surpass any of its competitors as tech-nology changes in that the core will remain the same, providing the abilityto add better performing and functioning applications and hardware sur-rounding presence. By focusing the development of these products on thefoundation of presence-based communications, Microsoft will outwit itscompetitors “hand over fist.”

Leveraging this presence-based model as identified in the RFC 3856documentation, which can be found via http://www.ietf.org/, enablesMicrosoft applications to integrate with telephony equipment such asphone devices and PBX systems. The presence-based model also workswith applications to provide better insight to users on a contacts list toidentify each other’s true availability as mentioned earlier in the form of

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http://www.ietf.org/

presence status indicators such as Away, Busy, Online, or Offline, which arethe standard, but also extend to On the Phone, In a Conference, and In aMeeting as well as customized presence functionality so you can configureyour own, such as “Gone Fishing.” Regardless, this focus on presence is thecentral core of Microsoft’s portfolio of voice and unified communicationsproducts and services for the future, benefiting the actual user of the tech-nology to increase productivity and enhance collaboration capabilities.

The Battle for Voice Quality

Even though IP-based communications have matured since the 1990s,many organizations and individuals are still skeptical in relying on VoIP forreasons such as dependence on power and the quality of the service com-pared to traditional telephony services, put simply, the analog dial tone.Since Microsoft’s entry into the Unified Communications marketplace, thequestion of voice quality was the primary target of Microsoft’s competitors,specifically Cisco. Telecommunication providers such as Cisco, Avaya,Nortel, and others sell Quality of Service (QoS) along with their devicesand application platforms. QoS networking routers and switches providecompression on the codecs that are used to transmit the audio that initiatesfrom one phone to the other or one PBX to the other. These existingtelephony players use legacy codecs as well, which force them to use QoSdevices and services to ensure that the quality of the call is clear. For exam-ple, the audio codec used for SIP calling is G.711. For more detailed infor-mation about this codec, visit the ITU Web site via http://itu.int. The PBXuses this codec at a rate of 64KB per second to transmit the audio. Thetelephony provider will usually provide a QoS router that keeps this com-pression low to make sure that disturbances such as jitter, lossless audio,and echoing do not occur during the transmission. Bottom line, telephonyproviders are obsessed with this feature, and for good reason, but it seemsto be the only thing they are obsessed with outside of raping the customerwith overpriced, unnecessary hardware.

Microsoft took a different approach to QoS by adding Quality ofExperience (QoE) to the equation. To explain QoE, you need to knowthat all Unified Communications providers, including Microsoft, useMean of Opinion (MOS) scores to determine the measurement of qual-ity of the communications infrastructure. MOS can be used for video andvoice as well. Table 1.1 outlines an example of a MOS score report cover-ing many different codecs within a company’s telephony environment.


http://itu.int

Table 1.1 MOS Scores

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Codec Kilobytes/Second MOS Score

G.711 (ISDN) 64 4.3iLBC 15.2 4.14AMR 12.2 4.14G.729 8 3.92G.723.1r63 6.3 3.9GSM EFR 12.2 3.8G.726 ADPCM 32 3.8G.729a 8 3.7G.723.1r53 5.3 3.65GSM FR 12.2 3.5

Source: http://en.wikipedia.org/wiki/Mean_opinion_score

MOS scores are rated between a range of 1 and 5 based on categoriesof rating in Table 1.2.

Table 1.2 MOS Score Ratings

MOS Quality Impairment

5 Excellent Imperceptible4 Good Perceptible but not annoying3 Fair Slightly annoying2 Poor Annoying1 Bad Very annoying

Source: http://en.wikipedia.org/wiki/Mean_opinion_score

Microsoft took this a step further by adding QoE to not only providequality of the communications service from a networking perspective, butalso from a user experience perspective. While QoS looks only at the hardevidence of the system, QoE factors in the actual user experience. Thismeans that even though the QoS reports may be perfect, some of the userswithin the same reported environment may still experience static or someother kind of line trouble, so the QoS may result overall in a good score,but bottom line the service is still not operational, especially if the CEO is

http://en.wikipedia.org/wiki/Mean_opinion_score

http://en.wikipedia.org/wiki/Mean_opinion_score

the user experiencing the line interference. Microsoft created its own QoEMonitoring Server that diagnoses and collects reports on the experience of each communication endpoint (see Figure 1.10). As soon as a call or session is completed, reports and statistics are sent to the server and areavailable for review. Metrics are taken in real time during each user sessionso that the true user experience is captured to ensure the quality of theoverall service.


FIGURE 1.10 An example of a QoE report generated from the Microsoft QoEMonitoring Server

Voice Protocols and Codecs

Rounding out this introduction of voice and unified communications con-cepts, we now take a look at which protocols are used that provide theaudio, video, and data experience. So far, I have mentioned SIP, which isused as the protocol for audio, video, and data. Another key protocol usedby VoIP that is important to understand is Real-time Transport Protocol(RTP). RTP works with both H.323 and SIP, explained earlier in this chap-ter, and was originally created as the standard protocol used for VoIP. RTPis the delivery mechanism that carries audio and video over an IP networkas well as the Internet.

In addition to VoIP protocols, as mentioned earlier in the QoS/QoEdiscussion, codecs are used to provide the actual band of voice communi-cation. The most popular of which, and Microsoft designed, Real-timeAudio (RTAudio) is a wide-band speech codec used by Microsoft’s voicecommunications products to compress the speech/audio used in a multi-person or two-way conversation (see Figure 1.11).

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FIGURE 1.11 An example of RTAudio sample rates

This level of audio compression gives Microsoft the competitive advan-tage over traditional Telco providers in that the audio compression provid-ed by the RTAudio codec ensures nonpacket loss, which ultimately meansless or no jitter on the line. RTAudio is susceptible to delays, though, whichis why QoS and QoE are used to overcompensate for any flaws that may bepresent within this voice communication infrastructure.

Securing Voice Communications

There are many areas where voice and unified communications can besecured, depending on the level of security needed by specific organiza-tions. Chapter 8, “Securing Voice,” explains this security information inmore detail. There is the filtering of bad traffic in the form of viruses andbuffer overflows as well as the identification and encryption of SIP com-munication between servers and clients. Microsoft offers security for bothmodels, using its Microsoft Forefront security product line for filteringattacks, viruses, and SPIM, which is SPAM for Instant Messaging and if itfinds its way into your network, say hello to the most annoying experienceof your IT administrative life. To encrypt the communications, SIP usesTransport Layer Security (TLS). More detailed information on TLS canbe found via the IETF Web site at http://www.ietf.org under the RFC2246. TLS is an evolution of Secured Sockets Layer (SSL), which isheavily used in the configuration of Web site and e-commerce applicationsonline. Both require certificates that are generated from a CertificateAuthority (CA). A CA can be private or public, meaning you can use theCA service provided within an internal Microsoft Windows Server envi-ronment to generate certificates for your internal SIP servers. An exampleof a public CA would be providers such as VeriSign, Entrust, and evenGoDaddy that generate certificates that are widely trusted and are alreadyinstalled as preconfigured root certificates on every new PC and Mac aswell as on mobile devices such as Windows Mobile and Blackberry devices.

TLS uses an architecture that includes a CA that generates a root cer-tificate trust and also generates certificates for servers and clients that trustagainst the root CA. This brokering of certificates as depicted in Figure1.12 enables a VoIP/SIP environment to establish secure sessions betweenservers and between clients.


http://www.ietf.org

FIGURE 1.12 TLS/MTLS architecture

To provide security between servers exclusively, the use of MutualTransport Layer Security (MTLS) certificates configure a trust betweenVoIP/SIP servers. Within the Microsoft Unified Communications infra-structure itself, Microsoft enforces the use of TLS and MTLS to ensurethat the UC servers that communicate with one another and clients thatcommunicate with these servers, between each other, and between feder-ated partners or public ITSP networks, are trusted and secure.

The Microsoft Vision of Software-Powered Voice

As mentioned earlier, Microsoft has taken the software approach to pro-viding voice and unified communications products instead of relying onhardware devices such as PBX systems and phone devices to make theseinnovative end-user communication features usable.

Building off Microsoft-designed and industry standards-based protocolsand codecs, combined with learning from the mistakes of traditional Telcomanufacturers and injecting some of the industry’s top voice and unifiedcommunications product specialists, Microsoft has the opportunity to takevoice services, applications, and devices to an entirely new level.

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What inspires me the most about Microsoft’s vision for voice and uni-fied communications solutions has to do with the determination to build anopen platform, but also to design and develop new technologies, includingapplications and devices. But most inspiring are the underlying voice pro-tocols, codecs, and the obsessiveness to ensure the quality of these servic-es to provide customers a high-fidelity, price conscious, and adaptablevoice solution despite the size of the customer. My vision of whereMicrosoft will clearly succeed in the areas of voice and unified communi-cations technologies is within the focus of software plus services. Many ofMicrosoft’s competitors are busy designing the latest and greatest switch-es, conferencing devices, phones, and headsets. To be completely honest,this technology is archaic and rudimentary. What will change the way peo-ple truly communicate over the next 5 to 10 years lies within the ability totransform voice through applications. My vision is that we will be able todevelop line-of-business and vertical industry applications that will com-pletely change the way business processes are executed and will provideorganizations with the ability to provide services that make a difference inthe way humans communicate and collaborate in a way that is not yetunderstandable. The only true leader in this space, the only companyfocused on providing visionary developers and strategic organizations withthe tools to build these innovative voice solutions, is clearly and always hasbeen Microsoft Corporation. The focus on software, the ability to integratevoice and unified communications into applications, and the future ofthese technologies will enable an experience that crosses devices, applica-tions, Web sites, mobility, and virtualization like we have never seenbefore, and this all comes down to one fundamental aspect, human pres-ence. We will now explore these technological breakthroughs in moredetail to give you a better understanding of what is ahead and how to pre-pare for the coming Communications Renaissance!


INDEX

249

AAastra AastraLink RP, 44

expansion modules, 47RP 500 Base Unit, 45RP 540 Gateway, 45-466751i RP, 466753i RP, 466757i CT RP, 47

account configurationMac Messenger

accounts, 22-23Windows Live Messenger

accounts, 21-22Active Directory, 193-194Administrator (Response

Point), 50-51AJAX, Unified

CommunicationsAJAX SDK, 171-174

Akonix (Quest Software), 198

APIsLive Meeting Portal API,

175-176OCS Server Applicaton

API, 162OCS Server Management

API, 162-163

Unified CommunicationsManaged API SDK,163-167

Apple iPhone, mobile e-mail for, 132-133

architectureArchitecture Guide

(UC), 227secure platform

architecture, 183-184Microsoft Active

Directory, 193-194MTLS (Mutual

Transport LayerSecurity), 186

overview, 184TLS (Transport Layer

Security), 185-193of Windows Live Call,

35-36Archiving Server (OCS),

103-105Assistant (Response Point),

51-54Asterisk, 204ATA devices (Response

Point), 39Attendant Console (Office

Communicator), 113

Audio/Video MCU (Multi-Point ControlUnit), 90

automationautomated virtual attendant

(Response Point), 57and speech

recognition, 143Avaya versus Microsoft,

211-213

Bback-end servers (OCS),

105-106Backman, Rex, 218backups (Response

Point), 58Ballmer, Steve, 134Base Unit devices

(Response Point), 38, 48-49

Bell, Alexander Graham, 5“Better Together”

videos, 160Binary Rate Interface

(BRI), 8Blueprint (UC), 228Bomb, Adam, 203

Booth, Simon, 162-163bots, 164-167Bown, Robert, 136BRI (Binary Rate

Interface), 8Business Evaluation

(UC), 223business plan (UC 1-2-3)

overview, 221-222UC Business

Evaluation, 223UC deployment path,

227-228UC due diligence,

225-227UC JumpStart kits,

223-225

CCA (Certificate

Authority), 16Cadiz, JJ, 136Call Status (Response

Point), 57Certificate Authority

(CA), 16Cisco Unified

CommunicationsManager (CUCM)7.0, 238

Cisco versus Microsoft, 206-209

250 Index

codecsG.711, 12RTAudio (Real-time

Transport Protocol), 15

Communications andCollaborationSecurity (TrendMicro), 198

Communicator Mobile(CoMo), 116-117

Communicator Web Access(CWA), 114

Communicator. See OfficeCommunicator

CoMo (CommunicatorMobile), 116-117

configuringMac Messenger accounts,

22-23Response Point

hardware, 65phones, 67-71software, 66-67users, 67-71

Windows Live Messengeraccounts, 21-22

contacts (Windows LiveMessager)

adding, 25-27communicating with,

27-31Presence icons, 27

CUCM (Cisco UnifiedCommunicationsManager) 7.0, 238

customizationdeveloper resources for

customization, 180Microsoft Exchange

ServerExchange Server

Unified MessagingWeb Service, 178-179

Exchange WebServices, 176-178

Microsoft OfficeCommunicationsServer, 161

Office CommunicationsServer 2007 SDK,162-163

UnifiedCommunicationsManaged API SDK,163-167

Microsoft OfficeCommunicator, 167

Communicator tabs,169-171

Office CommunicatorAutomation API, 168

UnifiedCommunicationsAJAX SDK, 171-174

UnifiedCommunicationsClient SDK, 171

Microsoft Office LiveMeeting, 175-176

speech development, 179-180

CWA (Communicator WebAccess), 114

DD-Link VoiceCenter

(Response Point)DPH-125MS, 41DVG-3104MS, 40DVX-2000MS, 40

Dalhal, Jayman, 136Dell PowerEdge

Servers, 240Demilitarized Zone

(DMZ), 107Denial of Service (DOS)

attacks, 183Deployment Guide

(UC), 227deployment path (UC),

227-228developer resources for

customization, 180development of

telephony. See historyof telephony

DID (Direct InwardDialing), 55-57

differentiating yourself,218-219

Digium Asterisk, 204Direct Inward Dialing

(DID), 55-57

Index 251

Direct SIP Trunking support (ResponsePoint), 57

DMZ (Demilitarized Zone), 107

DOS (Denial of Service)attacks, 183

downloadingMac Messenger, 22Windows Live

Messenger, 21DPH-125MS

(VoiceCenter), 41due diligence (UC),

225-227DVG-3104MS

(VoiceCenter), 40DVX-2000MS

(VoiceCenter), 40

EEC (Evangelyze

Communications)Redial option (Microsoft

OfficeCommunicator), 170

SmartChat, 165-167, 172-174

SmartConference, 163,177-178

SmartVoIP, 63-64“VoIP Primer”

(Schurman), 202Edge Servers (OCS), 95-99Edge team (TechNet), 203

Edinburgh, 136EKU (Extended Key

Usage), 185enabling VoIP service

within Windows LiveMessenger, 23-25

Enterprise Edition (OCS), 92

Entourage 2008 for Mac OS X, 131

EvangelyzeCommunications.See EC

evolution of telephony. Seehistory of telephony

Excel Presence status indicator, 148

Exchange Servercalling features with

Outlook 2007, 128customizing

Exchange ServerUnified MessagingWeb Service, 178-179


Microsoft Office LiveMeeting andCommunicatorintegration, 126-127

overview, 122-123push e-mail for Outlook

Mobile, 128-129Unified Messaging server

role, 123-126

Exchange Server UnifiedMessaging WebService, 178-179

Exchange Web Services,176-178

expansion modules(AastraLink RP), 47

Extended Key Usage(EKU), 185

external access (ResponsePoint), 57

FFacebook, 247FaceTime, 198filtering messages,

Intelligent IM Filter,195-196

Forefront, 197future of speech

recognition, 143-144

GG.711 codec, 12Gartner Research

Magic Quadrant for UnifiedCommunications,85-86

Unified CommunicationsMagic Quadrant, 203

gatewaysoverview, 62Quintum Response Point

gateways, 62-63

252 Index

goals for voice and unifiedcommunications,17-18

Group Chat client (OfficeCommunicator), 115

Hhardware-based PBX

systems, 238-240history of telephony, 5-8

IP (Internet Protocol), 7ITSP (Internet Telephony

Service Provider), 7PBX (Private Branch

eXchange), 6POTS (Plain Old

Telephone Service), 5PSTN (Public

Switch TelephoneNetwork), 5

SIP (Session InitiationProtocol), 7

Huang, Xuedong, 135-136Hyper-V, 231-234, 243

IIBM versus Microsoft,

209-210IETF (Internet

Engineering TaskForce), 8

IM Manager (Symantec), 197

IM. See instant messagingincentive programs

(Microsoft), 215-217

instant messaging (IM)with Mac Messenger, 32with Windows Live

Messenger, 28Instant Messaging MCU

(Multi-Point ControlUnit), 90

Intelligent IM Filter, 195-196

interchanging phones(Response Point), 58

InternationalTelecommunicationsUnion (ITU-T), 8

Internet Engineering TaskForce (IETF), 8

Internet Telephony ServiceProvider (ITSP), 7,54-56

IP (Internet Protocol), 7IP gateways. See gatewaysiPhone, mobile e-mail for,

132-133ITSP (Internet Telephony

Service Provider), 7,54-56

ITU-T (InternationalTelecommunicationsUnion), 8

J-KJohn, Regi, 136JumpStart kits (UC),

223-225

Kelly, Timothy, 202

LLi, Jiang, 136Live Communications

Server, 86Live Meeting

customizing, 175-176integration into Exchange

Server, 126-127Live Meeting Portal API,

175-176overview, 121-122

Live Messenger. SeeWindows LiveMessenger

MMac Messenger

account configuration, 22-23

instant messaging, 32paging, 34

Mac OS XMac Messenger, 118-121

account configuration,22-23


Microsoft Entourage 2008for Mac OS X, 131

Magic Quadrant for UnifiedCommunications,85-86

Management Console(OCS), 107

Index 253

MCUs (Multi-Point ControlUnits), 89

Audio/Video MCU, 90Instant Messaging

MCU, 90Web Conferencing

MCU, 91Mean of Opinion (MOS)

scores, 12-13Mediation Server (OCS),

99-101messages, filtering, 195-196Microsoft. See also

specific softwarecompetitive landscape

Microsoft versus Avaya,211-213

Microsoft versus Cisco,206-209

Microsoft versus IBM,209-210

Microsoft versus NEC,211-213

Microsoft versus Nortel,211-213

Microsoft versusSiemens, 211-213

Microsoft versus SMBVoIP competition,213-215

engaging withdifferentiating yourself,

218-219Microsoft Partner

Program, 215-217overview, 215

Response Point marketing and business developmentteam, 218

Voice Partner AccountManagers (PAMs),217

Partner Program, 215-217, 241-243

TechNet, 196, 203voice vision, 17-18

Microsoft Active Directory,193-194

Microsoft Entourage 2008for Mac OS X, 131

Microsoft Excel, Presencestatus indicator, 148

Microsoft Exchange Servercalling features with

Outlook 2007, 128customizing

Exchange ServerUnified MessagingWeb Service, 178-179


Microsoft Office LiveMeeting andCommunicatorintegration, 126-127

overview, 122-123push e-mail for Outlook

Mobile, 128-129Unified Messaging server

role, 123-126Microsoft Forefront, 197

Microsoft Live Meetingcustomizing, 175-176integration into Exchange

Server, 126-127Live Meeting Portal API,

175-176overview, 121-122

Microsoft Messenger for Mac OS X. SeeMac Messenger

Microsoft Message Queuing(MSMQ), 104

Microsoft OCS (OfficeCommunicationsServer)

Archiving Server, 103-105back-end servers, 105-106customizing, 161

Office CommunicationsServer 2007 SDK,162-163

UnifiedCommunicationsManaged API SDK,163-167

Edge Servers, 95-99Enterprise Edition, 92history, 88Management

Console, 107MCUs (Multi-Point

Control Units), 89-91Mediation Server, 99-101Microsoft Systems Center,

107-108

254 Index

overview, 88QoE Monitoring Server,

101-102Standard Edition, 93-95TLS (Transport Layer

Security), 190-193Microsoft Office “Better

Together” videos, 160Microsoft Office

Communicator, 87,146-151

Attendant Console, 113CoMo (Communicator

Mobile), 116-117customizing, 167

Communicator tabs,169-171

Office CommunicatorAutomation API, 168

UnifiedCommunicationsAJAX SDK, 171-174

UnifiedCommunicationsClient SDK, 171

CWA (CommunicatorWeb Access), 114

Group Chat client, 115integration into Exchange

Server, 126-127Microsoft Messenger for

Mac OS X, 118-121overview, 108-109PC Edition, 109-113Phone Edition, 117-118

Microsoft Office LiveCommunicationsServer 2005(Schurman), 222

Microsoft Office SharePointServer (MOSS), 152

Microsoft OutlookOutlook Mobile, push

e-mail for, 128-129Presence status

indicator, 146voice collaboration,

153-160Microsoft PowerPoint,

Presence status indicator, 149

Microsoft Response Point,136, 140-142

author recommendations,82-83

automated virtual attendant, 57

backup and restore, 58Call Status, 57DID support, 57Direct SIP Trunking

support, 57Evangelyze

CommunicationsSmartVoIP, 63-64

external access, 57gateways

overview, 62Quintum Response

Point gateways, 62-63

hardwareAastra AastraLink RP,

44-47ATA devices, 39Base Unit devices, 38configuring, 65D-Link VoiceCenter,

40-41phone devices, 38Syspine Digital

Operator PhoneSystem, 42-44

interchanging phones, 58ITSP (Internet Telephony

Service Providers),54-56

Microsoft’s internal perception of, 83-84

on-hold music, 58overview, 37-38paging, 58phones, configuring,

67-71purchasing, 64-65RP 1-2-3, 228-229Small Business Server

(SBS) integration, 60-61

softwareconfiguring, 66-67Microsoft Response

Point Administrator,50-51

Microsoft ResponsePoint Assistant, 51-54

Index 255

Microsoft ResponsePoint Base UnitSoftware, 48-49

testing, 72-82TLS (Transport Layer

Security), 187-190users, configuring, 67-71virtualizing, 235-237

Microsoft Speech Server,integration into OfficeCommunicationsServer, 137-140

Microsoft Systems Center(OCS), 107-108

Microsoft UnifiedCommunicationsBusiness Group andBusiness MarketingOrganization Website, 202

Microsoft Virtual PC, 243Microsoft Windows

Server 2008, Hyper-V,231-234

Microsoft Word, Presencestatus indicator, 148

MOS (Mean of Opinion)scores, 12-13

MOSS (Microsoft Office SharePointServer), 152

MSMQ (Microsoft MessageQueuing), 104

MSN Messenger. SeeWindows LiveMessenger

MTLS (Mutual TransportLayer Security), 17, 186

Multi-Point Control Units.See MCUs

NNEC versus Microsoft,

211-213Nortel

CS1000, 239CS1000 Blade, 239CS1000 Configuration, 239versus Microsoft, 211-213

OOCS (Office

CommunicationsServer), 87

Archiving Server, 103-105back-end servers, 105-106Edge Servers, 95-99Enterprise Edition, 92history, 88Management

Console, 107MCUs (Multi-Point

Control Units), 89Audio/Video MCU, 90Instant Messaging

MCU, 90Web Conferencing

MCU, 91Mediation Server, 99-101

Microsoft Systems Center,107-108

overview, 88QoE Monitoring Server,

101-102Server Applicaton

API, 162Server Management API,

162-163Standard Edition, 93-95TLS (Transport Layer

Security), 190-193Office Communicator, 87

Attendant Console, 113CoMo (Communicator

Mobile), 116-117Group Chat client, 115Microsoft Messenger

for Mac OS X, 118-121

Phone Edition, 117-118Automation API, 168CWA (Communicator

Web Access), 114integration into Exchange

Server, 126-127overview, 108-109PC Edition, 109-113

on-hold music (ResponsePoint), 58

Outlook, 128Outlook Mobile, push

e-mail for, 128-129Presence status

indicator, 146voice collaboration,

153-160

256 Index

Ppaging, 34, 58Pall, Gurdeep Singh, 130PAMs (Partner Account

Managers), 217Partner Program

(Microsoft), 215-217,241-243

PBX (Private BrancheXchange), 6

PC Edition (OfficeCommunicator),109-113

phone devices (ResponsePoint), 38

Phone Edition (OfficeCommunicator),117-118

PKI (Public KeyInfrastructure), 185

POTS (Plain Old TelephoneService), 5

PowerEdge Servers (Dell), 240

PowerPoint, Presence statusindicator, 149

Presence status indicatorin Excel, 148in Outlook, 146in PowerPoint, 149in Word, 148

presence-based model, 10-12

PRI (Primary RateInterface), 8

Private Branch eXchange(PBX), 6

Professional LiveCommunicationsServer 2005(Schurman), 145

Project Plan (UC), 227protocols. See

specific protocolsPSTN (Public Switch

Telephone Network), 5

Public Key Infrastructure(PKI), 185

Public Switch TelephoneNetwork (PSTN), 5

purchasing Response Pointsystems, 64-65

push e-mail for OutlookMobile, 128-129

QQoE (Quality of

Experience), 12-14QoE Monitoring Server

(OCS), 101-102QoS (Quality of Service), 12quality

MOS (Mean of Opinion)scores, 12

QoE (Quality ofExperience), 12-14

QoS (Quality of Service), 12

Quality of Experience(QoE), 12-14

Quality of Service (QoS), 12

Quest Software/Akonix, 198Quintum Response Point

gateways, 62-63

RReal-time Collaboration

(RTC) BusinessGroup, 88

Real-Time Collaborationgroup, 136

Real-time TransportProtocol (RTP), 15

Redial option (MicrosoftOfficeCommunicator), 170

resources, 247Response Point, 136,

140-142author recommendations,

82-83automated virtual

attendant, 57backup and restore, 58Call Status, 57DID support, 57Direct SIP Trunking

support, 57Evangelyze

CommunicationsSmartVoIP, 63-64

external access, 57gateways

overview, 62Quintum Response

Point gateways, 62-63

Index 257

hardwareAastra AastraLink RP,

44-47ATA devices, 39Base Unit devices, 38configuring, 65D-Link VoiceCenter,

40-41phone devices, 38Syspine Digital

Operator PhoneSystem, 42-44

interchanging phones, 58ITSP (Internet Telephony

Service Providers),54-56

Microsoft’s internal perception of, 83-84

on-hold music, 58overview, 37-38paging, 58phones, configuring,

67-71purchasing, 64-65RP 1-2-3, 228-229Small Business Server

(SBS) integration, 60-61

softwareconfiguring, 66-67Microsoft Response

Point Administrator,50-51

Microsoft ResponsePoint Assistant, 51-54

Microsoft ResponsePoint Base UnitSoftware, 48-49

testing, 72-82TLS (Transport Layer

Security), 187-190users, configuring, 67-71virtualizing, 235-237

Response Point Assessment, 228

Response Point CustomerArtifact, 229

Response Point ProjectPlan, 229

restore operations(Response Point), 58

RTAudio (Real-timeTransport Protocol), 15

RTC (Real-timeCollaboration)Business Group, 88

RTP (Real-time TransportProtocol), 15

SSametime client (IBM),

209-210SBS (Small Business

Server), ResponsePoint integration, 60-61

SDKsOffice Communications

Server 2007 SDKOCS Server Applicaton

API, 162OCS Server

Management API,162-163

Unified CommunicationsAJAX SDK, 171-174

Unified CommunicationsClient SDK, 171


secure platform architecture, 183-184

Microsoft ActiveDirectory, 193-194

MTLS (Mutual TransportLayer Security), 186

TLS (Transport LayerSecurity), 185

Microsoft OfficeCommunicationsServer and, 190-193

Microsoft ResponsePoint and, 187-190

securityFaceTime, 198Forefront, 197Intelligent IM Filter,

195-196overview, 16-17, 181Quest Software/

Akonix, 198secure platform

architecture, 183-184Microsoft Active

Directory, 193-194MTLS (Mutual

Transport LayerSecurity), 186

258 Index

TLS (Transport LayerSecurity), 185-193

Symantec IM Manager, 197

threatsDenial of Service

(DOS) attacks, 183overview, 181SPAM for Instant

Messaging(SPIM), 182

spoofing, 182vishing, 182

Trend MicroCommunications andCollaborationSecurity, 198

selling voice and unifiedcommunications

competitive landscapeMicrosoft versus

Avaya, 211-213Microsoft versus Cisco,

206-209Microsoft versus IBM,

209-210Microsoft versus NEC,

211-213Microsoft versus

Nortel, 211-213Microsoft versus

Siemens, 211-213Microsoft versus SMB

VoIP competition,213-215

overview, 204-205

UnifiedCommunicationsMagic Quadrant, 203-204

engaging with Microsoftdifferentiating yourself,

218-219Microsoft Partner

Program, 215-217overview, 215Response Point

marketing and business developmentteam, 218

Voice Partner AccountManagers (PAMs),217

overview, 201UC 1-2-3

business plan, 221-228methodology, 220-221Microsoft Response

Point 1-2-3, 228-229UC and

telecommunicationsterminology, 202-203

servers. See specific serversSession Initiation Protocol.

See SIPsetup. See configurationSharePoint Server, voice

collaboration, 152Siemens versus Microsoft,

211-213signing up for VoIP service

within Windows LiveMessenger, 23-25

SIP (Session InitiationProtocol)

architecture, 8-10overview, 7presence-based model,

10-12Trunks, 54-55, 99

6751i RP (AastraLink RP), 46

6753i RP (AastraLink RP), 46

6757i CT RP (AastraLinkRP), 47

Skype, 201Small Business Server

(SBS), ResponsePoint integration, 60-61

small business voice communications.See MicrosoftResponse Point

SmartChat, 165-167, 172-174

SmartConference, 163, 177-178

SmartVoIP (EC), 63-64SMP VoIP applications,

213-215Snow, Joey, 203Softphone devices, 129-130SPAM for Instant

Messaging (SPIM),16, 182

Index 259

speech recognitionautomation, 143customizing, 179-180future of, 143-144Microsoft Office

CommunicationsServer Speech integration, 137-140

Microsoft ResponsePoint, 140-142

overview, 135translation, 143vision for, 136

Speech Server, integrationinto OfficeCommunicationsServer, 137-140

SPIM (SPAM for InstantMessaging), 16, 182

spoofing, 182SSL (Secured Sockets

Layer), 16Standard Edition (OCS),

93-95Symantec IM Manager, 197Syspine Digital Operator

Phone System, 42Syspine DOS-A50, 43Syspine IP-310, 43-44

Systems Center (OCS), 107-108

Ttabs (Microsoft Office

Communicator),customizing, 169-171

Taniguchi, Bob, 136TechNet, 196, 203telecommunications

history of, 5-8IP (Internet

Protocol), 7ITSP (Internet

Telephony ServiceProvider), 7

PBX (Private BrancheXchange), 6

POTS (Plain OldTelephone Service), 5

PSTN (Public Switch TelephoneNetwork), 5

SIP (Session InitiationProtocol), 7

overview, 1, 3-4telephony-based hardware,

238-240terminology, 202-203Test Plan (UC), 227testing Response Point

features, 72-82TLS (Transport Layer

Security), 16, 185Microsoft Office

CommunicationsServer and, 190-193

Microsoft Response Pointand, 187-190

translation services, 143Transport Layer Security

(TLS), 16, 185Microsoft Office

CommunicationsServer and, 190-193

Microsoft Response Pointand, 187-190

Trend MicroCommunications andCollaborationSecurity, 198

UUC 1-2-3

Business Evaluation, 223business plan

overview, 221-222UC Business

Evaluation, 223UC deployment path,

227-228UC due diligence,

225-227UC JumpStart kits,

223-225deployment path, 227-228due diligence, 225-227JumpStart kits, 223-225methodology, 220-221Microsoft Response Point

1-2-3, 228-229Unified Communications

AJAX SDK, 171-174Unified Communications

Client SDK, 171

260 Index

Unified CommunicationsGroup, 136

Unified CommunicationsMagic Quadrant, 203-204


Unified Messaging serverrole (ExchangeServer), 123-126

users (Response Point),configuring, 67-71

VVAR (Value Added

Reseller), 217video calls with Windows

Live Messenger, 28-30

virtual PBX systems, 129-130

Virtual PC, 243virtualization

end of telephony-basedhardware, 238-240

Microsoft ResponsePoint, 235-237

Microsoft UnifiedCommunications,231-234

online resoures, 243overview, 231partner opportunity

for voice softwareservices, 241-243

vishing, 182vision for voice and unified

communications,17-18, 134

voice and unified communicationscompetitive landscape

Microsoft versus Avaya,211-213

Microsoft versus Cisco,206-209

Microsoft versus IBM,209-210

Microsoft versus NEC,211-213

Microsoft versus Nortel,211-213

Microsoft versus Siemens,211-213

Microsoft versus SMBVoIP competition,213-215

overview, 204-205Unified Communications

Magic Quadrant, 203-204

voice calls with WindowsLive Messenger, 30-31

voice collaborationMicrosoft Office “Better

Together” videos, 160Microsoft Office

Communicator, 146-151

Microsoft Office Outlook,153-160

Microsoft OfficeSharePointServer, 152

overview, 145Voice over Internet Protocol

(VoIP), history anddevelopment of, 3-5

Voice Partner AccountManagers(PAMs), 217

voice qualityMOS (Mean of Opinion)

scores, 12QoE (Quality of

Experience), 12-14QoS (Quality of

Service), 12voice recognition. See

speech recognitionVoice Specialized Partner

(VSP), 216VoIP (Voice over Internet

Protocol), history anddevelopment of, 3-5

VoIP for Dummies(Kelly), 202

“VoIP Primer” (Schurman), 202

Vonage, 201VSP (Voice Specialized

Partner), 216

W-X-Y-ZWang, John, 218Web Conferencing MCU

(Multi-Point ControlUnit), 91

Index 261

Web servicesExchange Server Unified

Messaging WebService, 178-179

Exchange Web Services,176-178

“What’s Cool with UnifiedCommunications”Webcast, 203

Windows Live Call architecture, 35-36

Windows Live Messengeraccount configuration,

21-22contacts

adding, 25-27communicating with,

27-31Presence icons, 27

instant messaging, 28Mac Messenger

account configuration,22-23


overview, 19-21video calls, 28, 30voice calls, 30-31VoIP service, signing up

for, 23-25Windows Live Call

architecture, 35-36Windows Server 2008

Hyper-V, 243Word, Presence status

indicator, 148

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