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Understanding Unified Messaging Subscriber Access

 

Applies to: Exchange Server 2007 SP3, Exchange Server 2007 SP2, Exchange Server 2007 SP1, Exchange Server 2007

Topic Last Modified: 2007-07-10

When you are deploying Microsoft Exchange Server 2007 Unified Messaging, you must understand subscriber access and the new features that are included with Exchange 2007 that depend on subscriber access. This topic describes subscriber access and how it is used in Exchange 2007 Unified Messaging to let subscribers, also known as UM-enabled users, access their Exchange 2007 mailbox.

A subscriber is an internal business user or network user who is enabled for Exchange 2007 Unified Messaging. Subscriber access is used by users to access their individual mailboxes to retrieve e-mail, voice messages, contacts, and calendaring information. Outlook Voice Access is the new Exchange 2007 Unified Messaging feature that lets subscribers access their Exchange 2007 mailbox.

When you enable subscriber access for Exchange 2007 UM-enabled users, you must install the Exchange 2007 Unified Messaging server role on the computer that is running Exchange 2007 and verify that at least one of each of the following have been created:

  • UM dial plan
  • UM mailbox policy
  • UM IP gateway
  • UM hunt group
    noteNote:
    If you want to prevent a user from receiving voice mail but want to allow them access to their Exchange 2007 mailbox by using Outlook Voice Access, you can enable the user for Unified Messaging and configure the user's mailbox with an extension number that is currently not being used by another user in the organization.
  • When you configure subscriber access, you configure the UM dial plan to have a subscriber access number. The telephone number or number that is configured on the UM dial plan is the telephone number that subscribers will use to access their Exchange 2007 mailboxes over the telephone by using Outlook Voice Access. The subscriber access feature included with Exchange 2007 Unified Messaging resembles other unified messaging solutions. However, Exchange 2007 offers more advanced features than other unified messaging solutions. For more information about how to create or modify UM dial plans and enable subscriber access, see How to Create a New Unified Messaging Dial Plan.
noteNote:
A UM dial plan must contain at least one subscriber access number, but can contain multiple subscriber access numbers.

For more information about how to enable a user for Unified Messaging, see How to Enable a User for Unified Messaging.

There are two Exchange 2007 Unified Messaging user interfaces available to subscribers: the Telephone User Interface (TUI) and the Voice User Interface (VUI). In Exchange 2007 these two interfaces together are called Outlook Voice Access. Outlook Voice Access can be used when a subscriber accesses the Unified Messaging system from an external or internal telephone to access their individual mailbox, including their personal e-mail, voice messages, contacts, and calendaring information in their Exchange 2007 mailbox.

noteNote:
For a copy of the Microsoft Exchange 2007 Unified Messaging Outlook Voice Access Quick Start Guide, see the Microsoft Download Center.

The following scenarios demonstrate how Outlook Voice Access can be used for subscriber access:

  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to access their voice mail. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To access your mailbox, please enter your extension. To contact someone, press the # key." After the user enters their mailbox extension number, the voice prompt will say, "Please enter your PIN and press the # key." After the user enters their PIN, the voice prompt says, "You have 2 new voice mails, 10 new e-mail messages, and your next meeting is at 10:00 A.M. Please say voice mail, e-mail, calendar, personal contacts, directory, or personal options." When the user says "E-mail", UM reads the message header and then the name, subject, time, and priority for the messages that are in the subscriber's mailbox.
  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to access their voice mail. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To access your mailbox, please enter your extension. To contact someone, press the # key." After the user enters their mailbox extension, the voice prompt will say, "Please enter your PIN and press the # key." After the user enters their PIN, the voice prompt says, "You have 2 new voice mails, 10 new e-mail messages, and your next meeting is at 10:00 A.M. Please say voice mail, e-mail, calendar, personal contacts, directory, or personal options." When the user says "Calendar", UM says, "Sure, and which day should I open?" The user says, "Today's calendar." UM responds by saying, "Opening today's calendar." UM reads each of the calendar appointments for that day for the user.
    noteNote:
    If a Unified Messaging server encounters a corrupt calendar item in a user's mailbox, it will fail to read the item, but will return the caller to the Outlook Voice Access main menu and will skip reading any additional meetings that may be scheduled for the rest of the day.
  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to access their voice mail. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To access your mailbox, please enter your extension. To contact someone, press the # key." After the user enters their mailbox extension number, the voice prompt will say, "Please enter your PIN and press the # key." After the user enters their PIN, the voice prompt says, "You have 2 new voice mails, 10 new e-mail messages, and your next meeting is at 10:00 A.M. Please say voice mail, e-mail, calendar, personal contacts, directory, or personal options." The user says "Voice mail" and UM reads the message header and then the name, subject, time, and priority for the voice messages that are in the user's mailbox.
    importantImportant:
    For the VUI or Automatic Speech Recognition (ASR) to be used for subscriber access, it must be enabled on the UM dial plan to enable the VUI functionality as described in the earlier scenarios.
    noteNote:
    If speech recognition is enabled, users can access their UM-enabled mailbox by using speech input. However, subscribers can also use touchtone, also known as dual tone multi-frequency (DTMF), by pressing 0. Speech recognition is not enabled for PIN input.
  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to locate a person in the directory by spelling their e-mail alias. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To contact someone, press the # key." The user presses the # key, and then spells the name of the person they want to contact by using DTMF or touchtone inputs.
    noteNote:
    The directory search feature with subscriber access is not speech-enabled. Users will be able to spell the name of the person who they want to contact only by using DTMF inputs.
    importantImportant:
    In some companies (especially in East Asia), office telephones may not have letters on the keys of the telephone. This makes the spell-the-name feature that uses the DTMF interface almost impossible without a working knowledge of the key mappings. By default, Exchange 2007 Unified Messaging uses the E.161 key mapping. For example, 2=ABC, 3=DEF, 4=GHI, 5=JKL, 6=MNO, 7=PQRS, 8=TUV, 9=WXYZ.
    When inputting the combination of letters and numbers, for example "Mike1092", the numeric digits are mapped to themselves. For an e-mail alias of "Mike1092" to be entered correctly, the user will have to press the numbers 64531092. Also, for characters other than A-Z and 0-9, there will not be a telephone key equivalent. Therefore, these characters should not be entered. For example, the e-mail alias "mike.wilson" would be entered as 6453945766. Even though there are 11 characters to be input, only 10 digits are entered by the user because the period (.) does not have a digit equivalent.
importantImportant:
If you delete the last message in your inbox by using Outlook Voice Access, you will be unable to undelete the message. If you need to access the e-mail message after you have deleted it by using Outlook Voice Access, you can use Outlook Web Access or Outlook to move the e-mail message back into the appropriate folder from the deleted items folder. You cannot use Outlook Voice Access to access the deleted items folder.
To ensure that you are reading the most up-to-date information and to find additional Exchange Server 2007 documentation, visit the Exchange Server TechCenter.
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