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Voice Message Services

Office 365
 

Topic Last Modified: 2013-06-11

Microsoft Exchange Online offers hosted voice mail services, which provide:

  • Call answering (voice mail)
  • Dial-in user interface to Exchange (Outlook Voice Access)
  • Dial-in interface for callers (auto attendant)

Hosted voice messaging services allows a company to connect its on-premises phone system to voice mail services provided by Exchange Online. Voice mail messages are recorded and stored in the Exchange Online infrastructure, allowing users to access their voice messages from Outlook, Outlook Web Access, or mobile phones. All telephony connections to Exchange Online require voice-over-IP (VoIP) protocols. Administrators can connect on-premises IP PBXs or PBX phone systems using VoIP media gateways and session border controllers (SBCs) to Exchange Online. A VoIP media gateway is not required if the customer has deployed an IP PBX or if a PBX supports VoIP directly and is interoperable with Exchange voice messaging services. SBCs are deployed in the perimeter of the customer network to connect an on-premises telephony network and help secure the communications (and the customer network) against eavesdropping and intrusion. Interoperability with the voice capabilities of Microsoft Lync Server 2010 and 2013 is also supported.

The voice messaging services features available in Exchange Online are similar to those offered in on-premises Exchange Server 2013. These include:

  • Play on phone from Outlook and Outlook Web App.
  • Missed call notifications.
  • Caller ID (using information in the Global Address List, users’ personal contacts, custom Contacts folder, and contacts from external social networks).
  • Voice mail PIN reset from Outlook Web App and Outlook (see Reset a Voice Mail PIN).
  • Message Waiting Indicator (see MWI in Exchange Online for details).
  • Call Answering Rules (see Allow Voice Mail Users to Forward Calls for details).
  • Protected Voice Mail in Exchange Online (see Protected Voice Mail in Exchange Online for details).
  • Voice Mail Preview (see Allow Users to See a Voice Mail Transcript for a list of supported languages).
  • Speech access to email, voice mail, calendar, personal contacts, and personal contact groups.
  • Directory search through Outlook Voice Access or an auto attendant.
  • Administrators configure and manage voice messaging services interoperability by using the Exchange admin center (EAC).

For more information about voice mail features, see Voice Mail in Exchange Online.

importantImportant:
The Automatic Speech Recognition (ASR) feature isn’t available in menu navigation or directory search for Outlook Voice Access users or auto attendant callers using voice commands.
The customer must provide a telephony connection from the public switched telephone network (PSTN) using a VoIP gateway and PBX, IP PBX, or Microsoft Lync Server.
The customer must provide the on-premises SBC hardware devices and ensure that the SBCs are correctly configured to connect to the online voice mail services. This includes configuring the appropriate level of security by using certificates and public and private IP interfaces and by enabling the correct TCP ports through their on-premises firewalls.
Hosted voice mail is available only to Exchange Online Plan 2, Office 365 Enterprise E3, or Office 365 Enterprise E4 subscribers. If you want to include voice mail access using Microsoft Lync Server 2013, you will also need to subscribe to Lync Online Plan 3 if you don’t subscribe to Office 365 Enterprise E3, or Office 365 Enterprise E4.

On-premises voice mail solutions from third-party providers can interoperate with Exchange Online if they can forward voice messages through SMTP or if they support Microsoft Exchange Web Services. If the voice mail system does not natively support forwarding voice messages through SMTP, an email server can be kept on-premises to receive messages from the voice mail system and then forward them to the cloud using SMTP. Because many third-party voice mail systems use MAPI/CDO to interoperate with Exchange Server for advanced UM features, the full capabilities of these systems may not be available when SMTP is used for interoperability with Exchange Online.

Organizations can purchase Lync Online as a standalone service or as part of Microsoft Office 365. To learn more about Lync Online, see Lync Online Service Description.

 

Feature

Exchange Server 2013

Office 365 Small Business

Office 365 Small Business Premium

Office 365 Midsize Business

Office 365 Enterprise E1

Office 365 Education A2

Office 365 Government G1

Office 365 Enterprise E3

Office 365 Education A3

Office 365 Government G3

Office 365 Enterprise E4

Office 365 Education A4

Office 365 Government G4

Office 365 Enterprise K1

Office 365 Government K1

Voice Mail

Yes

No

No

No

No

Yes

Yes

No

Integration Between Voice Mail and Third-Party FAX

Yes

No

No

No

No

Yes

Yes

No

Third-Party Voice Mail Interoperability

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Lync Integration

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

 

Feature

Exchange Server 2013

Exchange Online Plan 1

Exchange Online Plan 2

Exchange Online Kiosk

Voice Mail

Yes

No

Yes

No

Third-Party Voice Mail Interoperability

Yes

Yes

Yes

Yes

Lync Integration

Yes

Yes

Yes

Yes

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