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Addonics Technologies ADMS18SA Computer Drive User Manual

1. 2 17 The effect of slow network connections Octel Unified Messenger applications 2 19 Octel Unified Messenger interoperability with third party fax 2 20 Requirements for third party fax server interoperability with Octel Unified Messenger 2 21 Enabling Octel Unified Messenger subscribers for 2 21 Routing inbound fax calls to the third party fax 2 22 Chapter 3 System architecture Introduction ee Roo em Se ee ed Gb ue de e uf a ek e VPE Aa ws 3 2 Noicemail dom m i e iin EXER S E eI E 3 2 Addressing Messages rer ede ee ee E RD ee I e EE ER E een 3 4 System c mbpohnelhlts ege due gel Paten 3 5 Client components sers piu Ha E etie wt metet coe t atu etg tons 3 5 Server components v debe tar ba be aed te ptc a 3 8 PBX integration 2 23 beeen eh ne he Se Ne Pek eese v eu eed ove reel 3 10 Audio encoding formats stiis mem s 3 12 Chapter 4 Designing addressing schemes Introductio es Eo EU o Rr AOS o e PE ea 4 2 Local EE te Rete ic EU EB 4 3 Dial by N me nike xu dace vut uk ucro es Ses auis 4 4 Namene addresses act iuo b beste dtd pe P a id 4 5 Chapter 5 Providing interoperability with existing Octel servers Introduction
2. 10 18 1156 10 14 1486 10 10 2080 8 18 1444 8 14 1857 8 10 2600 6 18 1926 6 14 2476 6 10 3467 4 18 2889 4 14 3714 4 10 5200 2 18 5778 2 14 7429 2 10 10400 101 1620 005 Appendix A Sizing for ports Table A 12 Number of supported subscribers 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 6 14 2742 6 10 3839 4 18 3199 4 14 4113 4 10 5758 2 18 6398 2 14 8226 2 10 11517 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Table A 13 Number of supported 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 6 18 2340 6 14 3008 6 10 4211 4 18 3509 4 14 4512 4 10 6317 2 18 7019 2 14 9024 2 10 12633 101 1620 005 Appendix A Sizing for ports Table A 14 Number of supported subscribers 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
3. 10 18 791 10 14 1017 10 10 1423 8 18 988 8 14 1271 8 10 1779 6 18 1318 6 14 1694 6 10 2372 4 18 1977 4 14 2542 4 10 3558 2 18 3954 2 14 5083 2 10 7117 101 1620 005 A 9 Octel Unified Messenger Concepts amp Planning Guide Table A 9 Number of supported 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 6 18 1519 6 14 1952 6 10 2733 4 18 2278 4 14 2929 4 10 4100 2 18 4556 2 14 5857 2 10 8200 10 101 1620 005 Appendix A Sizing for ports Table A 10 Number of supported subscribers with forty ports Average usage per Busy hour peak of Number of subscriber per day daily calls subscribers minutes 10 18 1032 10 14 1327 10 10 1858 8 18 1291 8 14 1659 8 10 2323 6 18 1721 6 14 2212 6 10 3097 4 18 2581 4 14 3318 4 10 4646 2 18 5162 2 14 6637 2 10 9292 101 1620 005 A 11 Octel Unified Messenger Concepts amp Planning Guide Table A 11 Number of supported subscribers with forty four ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers
4. Or When playing Public telephone network Playing back a message Exchange server Voice server RAS machine PBX Modem Telephone Client PC WD 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Recording voice When recording voice messages the data must be copied from the voice messages server to the client PC via slow network connections It is stored on the client PC until the recording is stopped Once recording is stopped the message is copied to the Exchange server mailbox 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 recommended Figure 2 2 shows the data flow when recording voice messages using the telephone Figure 2 2 Data flow when recording voice messages using the telephone c EO When recording Public telephone f IN BE R di MM MM When message is saved or sent 1 Exchange server 2 Voice server 3 RAS machine 4 PBX 5 Modem 6 Telephone 7 Client PC 2 18 101 1620 005 Sizing the system The effect of slow n
5. Server components Octel Unified Messenger adds two types of servers the voice server and the tracing server to the Microsoft Exchange Server environment Voice server An Octel Unified Messenger voice server provides or supports the following functions Call management This function provides an interface between the voice cards and the Octel Unified Messenger telephony applications Messaging This function provides communication between Microsoft Exchange and the Octel Unified Messenger applications User Profile This function provides access to the data associated with individual subscribers such as numeric address and spoken name 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 used for name confirmation when recorded name is not available Administration configuration and addressing support OctelNet gateway support Significant Event Log The server software records significant events or alarms in the Windows NT Event Log Statistics and performance counters The voice server software outputs statistics and performance information using the Windows NT Performance Monitor Operation history event generation Voice server software components generate operation history events during their execution These events are written to the operation history database Fax capability The server software de
6. To make this task easier Octel Unified Messenger provides the following features Messaging convenience Octel Unified Messenger enables everyone to view listen to send store and retrieve all their messages from one mailbox the unified mailbox with whatever access tool is the most convenient at any particular time telephone desktop computer portable computer or fax device m Simplified messaging management With Octel Unified Messenger organizations can simplify communications administration maintain accurate messaging directories and reduce communication costs W Interoperability Utilizing OctelNet Octel Unified Messenger systems interoperate with other Lucent Technologies Octel Messaging Division OMD voice messaging systems This means that subscribers can exchange voice messages with users on other Octel messaging servers that support OctelNet 1 2 101 1620 005 Introducing Octel Unified Messenger Product features OMD uses the next generation client server messaging system Microsoft Exchange Server to deliver a truly unified messaging architecture that meets the mission critical demands of even the largest organization Specific features of Octel Unified Messenger include A single unified view of messages using the Exchange Server mailbox Telephone access to the Exchange Server mailbox Fax voice and e mail management using personal folders in Microsoft Exchange or Microsoft Outlo
7. 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 14 258 6 10 361 4 18 301 4 14 387 4 10 542 2 18 602 2 14 774 2 10 1083 101 1620 005 A 3 Octel Unified Messenger Concepts amp Planning Guide Table A 3 Number 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 18 367 6 14 472 6 10 661 4 18 551 4 14 708 4 10 992 2 18 1102 2 14 1417 2 10 1983 4 101 1620 005 Appendix A Sizing for ports Table A 4 Number of supported 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 amp 18 409 amp 14 525 amp 10 735 6 18 545 6 14 700 6 10 981 4 18 817 4 14 1051 4 10 1471 2 18 1634 2 14 2101 2 10 2042 101 1620 005 5 Octel Unified Messenger Concepts amp Planning Guide Table A 5 Number of supported subscribers with twenty ports Average usage per Busy hour peak of Number of
8. PC client applications include Octel Unified Messenger Voice Form Octel Unified Messenger Voice Recorder and Octel Unified Messenger Options PC user interface An interface through which subscribers can access the Octel Unified Messenger system from their PC peer e mail server The Microsoft Exchange server that acts as host e mail server for an Octel Unified Messenger voice server personal greeting A personalized prompt that greets callers when they are transferred to a subscriber s mailbox if the extension is busy or not answered Please Hold prompt A personalized prompt that informs callers of the extension 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 groups are configured using the Voice Mail System Configuration application Port Monitor A diagnostic tool that provides a graphical user interface for checking and changing the status of ports on a particular voice server Private Branch Exchange PBX A telephone exchange local to a particular organization that uses rather than provides telephone services Also known as a switch prompt A spoken greeting or instruction which directs callers whose calls have come through the automated attendant Reporting Tool A tool for generating reports for monitoring voice mail system usage planning capacity and tracking security Onc
9. amp Planning Guide Octel Unified Messenger documentation See the following documentation for more information about Octel Unified Messenger Installation Guide 101 1621 005 Provides information on the installation process Available on the Octel Unified Messenger CD ROM Administrator s Guide 101 1618 005 Provides information on administering the Octel Unified Messenger system Available on the Octel Unified Messenger CD ROM Subscriber s Reference Guide 101 1619 005 Provides information on using Octel Unified Messenger client applications Available on the Octel Unified Messenger 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 information for types of PBX and fax devices Available from your Octel Unified Messenger support representative Rhetorex User s Guide for AccuCall for Windows 95 and Windows NT Revision 1 0 201 0048 000 Provides information on configuring the voice board driver software to communicate with a PBX Available on the Octel Unified Messenger CD ROM Rhetorex Hardware and Software Installation Guide for Windows 95 and Windows NT 201 0050 000 Provides information on installing a Rhetorex Voice Processing board and on installing and configuring Rhetorex driver software and firmware Available on the Octel Unified Messenger CD ROM 101
10. appropriate greeting 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Audio encoding formats Octel Unified Messenger supports the following audio encoding formats m ADPCM audio encoding format This is a high quality audio encoding algorithm with a coding rate of 32 kilobit per second m Global System for Mobile Communications GSM 6 10 audio encoding format This audio encoding format has a coding rate of approximately 13 kilobit per second GSM has the following benefits m Voice messages using GSM only use 40 of the storage space compared with ADPCM messages This reduces the network bandwidth and storage requirements It has a more significant impact if a high proportion of subscribers use Octel Unified Messenger through slow network connections m The GSM audio compression manager codec is available on all Windows desktops Voice messages recorded using Octel Unified Messenger and sent to non Unified Messenger users can be played 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 Voice Mail System Configuration Important information for Octel Unified Messenger subscribers upgrading from earlier releases The selection of GSM as the preferred audio format for existing installations should be carefully considered Octel Unified Messenger releases earl
11. multilingual TTS This identifies the language of the e mail message and reads the message in that language The following languages are available Tracing server English French German Spanish Dutch Italian Russian The tracing server is a separate system that records operational information about activity in the voice mail domain Events for example port activity are stored in an operation history database An administrator 101 1620 005 1 7 Octel Unified Messenger Concepts amp Planning Guide Fax server Incoming faxes can generate reports summarizing voice mail activity using the Octel Unified Messenger Reporting Tool application The fax server is a third party component to which the voice server delegates all functionality related to sending and receiving faxes For more information on third party fax server compatibility with Octel Unified Messenger see Octel Unified Messenger interoperability with third party fax servers on page 2 20 Octel Unified Messenger in conjunction with a compatible fax server offers the following fax features m Fax messages can be received and stored in a subscriber s mailbox W Subscribers can send fax messages and e mail messages to fax devices for printing A copy of a subscriber s Inbox listing can be faxed to a fax device through the telephone user interface For more information on how to set up fax servers see Octel Unified Messenger interoper
12. 101 1620 005 2 9 Octel Unified Messenger Concepts amp Planning Guide Hardware and software requirements for Octel Unified Messenger servers Octel Unified Messenger servers require the following configuration Minimum voice m For systems using 4 to 12 ports 200 MHz Intel Pentium server requirements For systems using 16 to 24 ports 400 MHz Intel Pentium m 128MB RAM W Access to a CD ROM drive to install the software m Microsoft Windows NT 4 0 with the latest service pack m Rhetorex VPS4 8 port PCI cards Vantage PCI 8L or PCI 8LH or VRS24 with ATSI voice card s available in US and Canada only Microsoft Exchange Client software Note When using Microsoft Exchange Server version 5 5 it is recommended that you use Microsoft Outlook 98 m Rhetorex Installation Suite m GB free disk space Note Ensure there is sufficient disk space on the voice server If the voice server runs out of disk space you will obtain unpredictable results Microsoft recommends that you keep at least 20 of disk space free to guarantee good performance Recommended Processor The processor recommended for an OMD voice server depends on two key factors m The number of voice ports to be supported by the server m The maximum number of simultaneous text to speech TTS sessions to be allowed on the server The number cannot exceed the number of TTS licenses purchased Note Too many TTS sessions can ha
13. 5 personal greeting definition GL 5 101 1620 005 IN 3 Octel Unified Messenger Concepts amp Planning Guide planning See sizing please hold prompt definition GL 5 port group definition GL 5 Port Monitor 3 7 definition GL 5 using a slow network connection 2 19 ports requirements 2 8 sizing 2 4 prefix OctelNet 5 4 Private Branch Exchange See PBX prompt definition GL 5 R RAS connections See slow network connections recipient s name confirmation 6 6 Reporting Tool 3 7 definition GL 6 monitoring system usage 6 6 using a slow network connection 2 19 requirements tracing server 2 11 voice servers 2 10 RS 232 data channel PBX integration 3 10 S security monitoring system for misuse 6 6 password expiration 6 5 recipient s name confirmation 6 6 rules for disconnecting callers 6 6 subscriber accounts 6 3 subscriber mailboxes 6 3 voice mail domain 6 3 sending messages 1 11 Significant Event Log voice server 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 Exchange users 2 12 outgoing call features 2 7 PBX integration 2 7 ports 2 4 voice mail domain 2 3 voice servers 2 9 worst case network load 2 14 slow network connections 2 16 effect on Octel Unified Messenger Options 2 19 Octel Unified Messenger Voice Form 2 19 Octel
14. 63 22 2216 3793 33 B 4 101 1620 005 Appendix B Grade of service Table B 4 Maximum busy hour traffic supported for a GOS of P 05 Ports Erlangs CCS Minutes 4 1 50 54 90 00 8 4 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 33 48 42 53 1531 2551 67 52 46 53 1675 2791 67 56 50 53 1819 3031 67 60 54 56 1964 3273 33 64 58 58 2109 3515 00 68 62 64 2255 3758 33 72 66 67 2400 4000 00 101 1620 005 B 5 This page intentionally left blank Glossary access control list A list of people in a voice mail domain who have access to Octel Unified Messenger applications and tools AccuCall A Rhetorex utility for Windows NT and Windows 95 that allows you to build and edit tone tables Adaptive Differential Pulse Code Modulation ADPCM A speech encoding method that produces a digital signal with a lower bit rate than standard pulse code modulation PCM ADPCM calculates the difference between two consecutive speech samples in standard PCM coded telecom voice signals The ADPCM encoding rate is 32 kilobit per second automated attendant An automated service that greets callers and instructs them on how to proceed The automated attendant also allows other call handling featu
15. Prefix Additional digits Mailbox length An OctelNet addressing scheme consists of A prefix m Additional digits m Mailbox length A prefix is a number used by the sending system as a way of addressing OctelNet messages to the destination system For more information on setting up prefixes see OctelNet addressing scheme design rules on page 5 5 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 followed by the mailbox number additional digits are normally the same as the number of digits in the mailbox number on the destination system For example 1234 prefix 6002 mailbox number 12346002 OctelNet address In this example the number of additional digits is 4 because 4 digits 6002 must be added to the prefix to form a complete OctelNet address In some cases however the prefix can include only some digits of the mailbox number For example 1234 prefix 4002 mailbox number 1234002 OctelNet address In this example the number of additional digits is 3 for the digits 002 because the 4 of the prefix overlaps with the 4 of the mailbox number Mailbox length is the number of digits in the mailbox numbers on the destination system 5 4 101 1620 005 Providing interoperability with existing Octel servers OctelNet addressing scheme design rules
16. Unified Messenger Voice Recorder 2 19 Operation History Viewer 2 19 Port Monitor 2 19 Reporting Tool 2 19 Visual Voice Editor 2 19 Voice Mail System Configuration 2 19 Voice Mail User Administration Extension 2 19 using the telephone recording 2 18 using with multimedia 2 16 playback 2 16 recording 2 16 using with the telephone 2 17 playback 2 17 spoken name 5 3 statistics and performance counters voice server component 3 8 subscribers definition GL 6 fax enabling 2 21 security for mailbox access PC user interface 6 3 TUI 6 4 switch See PBX system components 3 5 T telephone user interface 1 9 3 5 IN 4 101 1620 005 Index definition GL 6 functions 1 5 security 6 4 text to speech choosing a processor 2 10 definition GL 6 language identification 1 7 voice server component 3 8 1 10 2 14 tracing server 1 8 definition GL 6 functions 3 9 requirements 2 11 Token Ring Tracing System 2 9 definition GL 6 transaction database definition GL 6 U unified mailbox 1 4 definition GL 6 user profile voice server component 3 8 V Visual Voice Editor 3 7 definition GL 7 using a slow network connection 2 19 voice maildomain 3 2 administering 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 6 3 using a slow network connection 2 19 voi
17. When designing OctelNet addressing schemes the following rules must be observed m The mailbox length must be greater than or equal to 3 digits m The additional digits must be less than or equal to the mailbox length m The number of digits in the prefix plus the additional digits must be greater than or equal to the mailbox length m Inmultiple addressing schemes no two prefixes can contain the same first digits if the sum of the additional digits and the number of digits in the prefix is the same in each case For more information see Examples on page 5 6 Note This rule applies to addressing schemes across all OctelNet nodes in the organization 101 1620 005 5 5 Octel Unified Messenger Concepts amp Planning Guide Sample addressing schemes Table 5 1 shows examples of valid OctelNet address schemes Table 5 2 shows examples of invalid OctelNet multiple addressing schemes Table 5 1 Valid OctelNet multiple addressing schemes Addressing scheme Why is this valid prefix additional mailbox Although all the prefixes have the digits length same first digits the sum of the 1234 4 5 additional digits and the number of digits in the prefix 15 different 1234 5 5 in each case See rule 4 12345 5 5 prefix additional mailbox Although the sum of the digits length additional digits and the number 12345 3 4 of digits in the prefix is the same 8 the first digits of the prefix 4321 4 4 are diffe
18. calculation of impact on the Exchange servers capacity m With a hunt group of 24 lines which covers a fully configured Octel Unified Messenger voice server the system is capable of supporting approximately 16 6 Erlangs at the peak hour This represents a load on the Exchange system equivalent to approximately 160 simultaneously active voice mail users The 24 lines should be able to support a total voice mail population of approximately 720 subscribers with 30 users per line 101 1620 005 Sizing the system Disk space requirements Voice messages require 4 Kbytes per second 240 Kbytes per minute of space for storage Subscriber mailboxes A subscriber who receives five voice messages per day with an average message length of 60 seconds requires 1 2 Mbyte of storage space to keep all messages stored on the Exchange server or on another machine if the subscriber stores the messages in Personal Folders 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 should make sure the Deleted Items and Sent Items folders are not retaining copies of messages longer than necessary Off line message taking When the Exchange server is not running all voice messages from outside callers are temporarily stored on the Octel Unified Messenger voice server This offline spooling facility requir
19. changed his or her password and accidentally entered the old password Octel Unified Messenger can be configured to disconnect when a threshold of between one to three attempts has been met If a caller does not enter the correct password in the allowed number of attempts the caller is automatically disconnected This feature prevents unauthorized users from trying various numbers repeatedly in order to discover a password Octel Unified 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 system wide basis Octel Unified Messenger provides two standard reports that allow the administrator to monitor the system for potential misuse These can be generated using the Reporting Tool application The Port Statistics report shows the number of calls coming into the ports Substantial activity occurring at unusual times of the day can be an indicator of unauthorized system usage m The Login Failures report records information about unsuccessful telephone logins due to an incorrect password or mailbox number being entered Numerous login failures may indicate unauthorized users trying to access Octel Unified Messenger Additional security measures can be implemented on PBX or Centrex systems Access restrictions can be imposed by limiting access to the lines used by Octel Unified Messenger for
20. in the subscriber s mailbox on the Octel server where it is automatically forwarded to the Octel Unified Messenger mailbox 5 8 101 1620 005 6 Connecting with the PBX and establishing security rules This chapter introduces the following m How toconnect with the PBX m The Octel Unified Messenger s security features that prevent unauthorized access 101 1620 005 6 1 Octel Unified Messenger Concepts amp Planning Guide Connecting with the PBX Using the Voice Mail 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 information required for the major PBX types These notes are available from the Octel support representative 6 2 101 1620 005 Connecting with the PBX and establishing security rules Establishing security rules Octel Unified Messenger offers several features that reduce the risk of fraudulent long distance charges unintended disclosure of confidential information and decreased performance of the voice servers Access to voice mail domain administration Administrators create and maintain voice mail domains and configure the voice servers in these domains The Voice Mail System Configuration application presents a collection of property pages for performing these tasks The OMD voice servers run under the Microsoft Windows NT operati
21. message to any recipient from the telephone user interface without having to know the recipient s location The Exchange directory ensures that all numeric addresses are unique and makes them available to all locations within the organization It is recommended that all numeric addresses 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 conflict Octel Unified Messenger cannot distinguish between a local mailbox number and a numeric address It assumes the address is a local mailbox number To avoid conflicts with the length of any local mailbox numbers leading digits may be added to numeric addresses Organizations may choose to use telephone numbers for numeric addresses because they are unique Other possible schemes include A geographic location code associated with a local mailbox number W Social security numbers m Employee numbers m Short numeric addresses such as 55 for a Help Desk or 1 for the CEO s office etc 101 1620 005 4 5 This page intentionally left blank Providing interoperability with existing Octel servers This chapter describes 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 m Designing an Octe
22. one application A single directory for voice e mail and fax messages makes system management easier PC user interface tools make it easy to create or update mailbox information Send messages near and far Octel Unified Messenger systems can utilize OctelNet to connect to existing Octel voice messaging systems at the same location or at remote locations Subscribers can send and receive messages from remote subscribers as easily as if they were all using the same local system 101 1620 005 This page intentionally left blank PART 2 PLANNING This page intentionally left blank Sizing the system This chapter discusses the main points to consider when sizing the hardware for Octel Unified Messenger It contains information about Voice mail domain design rules Establishing the number of voice ports required Calculating the number of voice servers required Hardware and software requirements Evaluating the additional load on the Microsoft Exchange server Evaluating the additional network traffic Using Octel Unified Messenger via slow network connections Enabling fax servers to communicate with Octel Unified Messenger 101 1620 005 2 1 Octel Unified Messenger Concepts amp Planning Guide Introduction Sizing the hardware for Octel Unified Messenger involves the following steps l Designing the voice mail domain structure for the organization 2 Calculating the number of voice ports
23. or Microsoft Excel format can be converted to fax format by the fax server and can be printed to a fax device Which types of attachments can be printed to a fax device depends on the capabilities of the fax server 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 the service provider s central office equipment known as Centrex An Octel Unified Messenger voice server includes a integration This is a specialized connection to the PBX that provides information about calls as they are routed such as m Who the call was originally intended for called party Who placed the call calling party m What caused the call to be directed to the voice server for example there was no answer or the telephone was busy Subscribers can use a touchtone telephone to do the following m Record voice messages m Listen to voice and e mail messages m Reply to voice e mail or fax messages m Instruct the system to store forward or delete messages m Send fax and e mail messages to a fax device for printing 101 1620 005 1 9 Octel Unified Messenger Concepts amp Planning Guide LAN PC user interface The LAN provides a high speed minimum 10 Megabit per second switched connection between servers and client systems Octel Unified Messenger supports Ethernet and token ring based LAN topologies Octel
24. properties which are maintained by the system administrator using administrative utilities Many of these properties are configured identically for all the servers An example is the dates of public holidays It would be unacceptable to 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 to require administrators to ensure that these properties are configured identically in several voice servers because of the workload involved and the risk of error The group of voice servers in a voice mail domain can be seen as a single virtual server for that domain This virtual voice server allows any Octel Unified Messenger subscribers in the domain to call in using the telephone user interface access their mailboxes and retrieve their messages Also the virtual voice server can call the telephone of any subscriber who runs Octel Unified Messenger PC client applications to play back voice messages An organization can create multiple voice mail domains for example one in each major geographical site Figure 3 1 shows a typical implementation It consists of two voice mail domains one in San Francisco with three voice servers and two Exchange servers and one in London with one voice server and one Exchange server 3 2 101 1620 005 System architecture Figure 3 1 Example of typical implem
25. subscriber based on the called extension number or entered mailbox number After the fax server receives the fax it determines the Exchange subscriber s address by finding the subscriber with a matching FAXROUTE address Then the fax server creates an e mail message with a TIF attachment TIFF group 3 fax format sets the message class to IMP NOTE FAX and sends the message to the subscriber s mailbox 2 22 101 1620 005 System architecture This chapter introduces 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 main system components including client server and telephony 101 1620 005 3 1 Octel Unified Messenger Concepts amp Planning Guide Introduction This section introduces the concept of a voice mail domain as well as the various methods that subscribers can use to address voice messages Voice mail domain An Octel Unified Messenger voice mail domain is a group of OMD voice servers that share the same set of properties for example PBX settings Any changes made to a voice mail domain s properties are updated and replicated automatically to all voice servers in the domain Voice mail domains provide the ability to store and retrieve properties that belong to a set of servers working together to give integrated call answering A voice server has configurable
26. when using the telephone user interface Digital Meridian Integration Device DMID A device that provides integration with Northern Telecom switches such as the Meridian M 1 The DMID physically sits between the PBX and the voice server and appears as one or two digital telephones to the PBX depending on the number of analog ports required Analog line circuits for the voice path appear on the digital set of 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 with the appropriate personal greeting Direct Inward Dialing DID Using DID a caller can dial inside an organization to reach someone s telephone extension directly without going through a receptionist DMID See Digital Meridian Integration Device Dual Tone Multifrequency DTMF A combination of two tones that uniquely identify each button on a telephone keypad Erlang A unit of measurement for call time One Erlang is equivalent to 60 call minutes or 36 CCS See also Centum call second event A significant occurrence in a voice mail system that is of interest to an administrator for diagnostic or reporting purposes fax routing address A Microsoft Exchange e mail address consisting of a string of digits that uniquely identify the subscriber to the fax server Global System for Mobile Communications GSM An audio encoding fo
27. 1620 005 Preface Unified Messenger Online Support Conventions For Octel Unified Messenger support contact your Octel Unified Messenger support representative For important up to date information on Octel Unified Messenger see the Readme file available on the Octel Unified Messenger CD ROM The following conventions are used in this guide Convention Description ALL Filenames and extensions directory names paths CAPITALS and acronyms Initial Capitals Names of applications programs menu items and dialog boxes italic type Book titles 101 1620 005 This page intentionally left blank Contents Chapter 1 Introducing Octel Unified Messenger Introd cton py me due iS eae ture ot tec tu te ef 1 2 Product features ro RR CEREREM E D Re e toe MERI Rc 1 3 The unified mailbox osse eo Aa ae Aa a e eee e tese ae deeds 1 4 Telephone user interlace jin oie eel e PLI ME heel 1 5 PC userd terface os nA wind eo hve wath Rees Leena ee has ca MAS Win ERS 1 5 Networked components ettei ee elei heeds eb be ee be ee ees 1 6 Microsoft Exchange Servere rosinot a aa eee eee 1 6 VOICE Set Vets odas Reese S ote se niet ele urs de ace eh ecoute d esp eg le SCR ee Rope toe NUS 1 7 Tracing Server lue SR RESUS SES HE bee a Soe 1 7 Fax SebVer sees eie are e aede game
28. 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 attendant definition GL 1 B busy hour calculating traffic 2 5 definition GL 1 determining 2 4 units of measurement 2 5 call management definition GL 1 voice server component 3 8 call screening definition GL 1 carried traffic 2 5 definition GL 1 Centrex 1 9 3 10 Centum Call Seconds CCS calculating busy hour 2 5 definition GL 2 sizing ports using 2 4 101 1620 005 IN 1 Octel Unified Messenger Concepts amp Planning Guide class of service definition GL 2 client components 3 5 components of Octel Unified Messenger client administration applications 3 7 PC access 3 6 telephone access 3 5 server tracing server 3 9 voice server 3 8 counters statistics and performance 3 8 D Dial by Name 4 4 5 3 definition GL 2 Digital Meridian Integration Device DMID definition GL 2 PBX integration 3 10 Direct Inward Dialing DID definition GL 2 DTMF definition GL 2 E Erlang calculating busy hour 2 5 definition GL 2 sizing ports using 2 4 Ethernet 1 10 2 14 events definition GL 2 Exchange e mail system access via telephone user interface 3 5 Exchange server See Microsoft Exchange server F fax routing address definition GL 2 enabling subscribers 2 21 2 20
29. 65 8 10 4292 6 18 3179 6 14 4087 6 10 5722 4 18 4769 4 14 6131 4 10 8583 2 18 9537 2 14 12262 2 10 17167 A 18 101 1620 005 Appendix A Sizing for ports Table A 18 Number of supported subscribers 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 amp 10 4577 6 18 3390 6 14 4359 6 10 6103 4 18 5086 4 14 6539 4 10 9154 2 18 10171 2 14 13077 2 10 18308 101 1620 005 This page intentionally left blank 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 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Calculating busy hour traffic Table B 1 through Table B 4 show the maximum amount of busy hour traffic supported by a given number of ports for each grade of service Note Erlangs CCS and minutes are three different measures 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 20 12 03 433 721 7 24 15 28 550 916 7 28 18 64 671 111
30. 8 18 1911 8 14 2457 8 10 3440 6 18 2548 6 14 3276 6 10 4586 4 18 3822 4 14 4914 4 10 6879 2 18 7644 2 14 9827 2 10 13758 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Table A 15 Number of supported 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 18 2758 6 14 3546 6 10 4964 4 18 4137 4 14 5318 4 10 7446 2 18 8273 2 14 10637 2 10 14892 A 16 101 1620 005 Appendix A Sizing for ports Table A 16 Number of supported subscribers 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 6 14 3815 6 10 5342 4 18 4451 4 14 5723 4 10 8013 2 18 8903 2 14 11446 2 10 16025 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Table A 17 Number of supported 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 30
31. 8 3 32 22 03 793 1321 7 36 25 50 918 1530 0 40 29 00 1044 1740 0 44 32 53 1171 1951 7 48 36 08 1299 2165 0 52 39 69 1429 2381 7 56 43 31 1559 2598 3 60 46 94 1690 2816 7 64 50 58 1821 3035 0 68 54 25 1953 3255 0 72 57 94 2086 3476 7 B2 101 1620 005 Appendix B Grade of service Table B 2 Maximum busy hour traffic supported for a GOS of P 02 Ports Erlangs CCS Minutes 4 1 08 39 65 00 amp 3 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 48 38 39 1382 2303 33 52 42 11 1516 2526 67 56 45 86 1651 2751 67 60 49 64 1787 2978 33 64 53 42 1923 3205 00 68 57 22 2060 3433 33 72 61 03 2197 3661 67 101 1620 005 B 3 Octel Unified Messenger Concepts amp Planning Guide Table B 3 Maximum busy hour traffic supported for a GOS of P 03 Ports Erlangs CCS Minutes 4 1 25 45 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 1303 2171 67 48 40 00 1440 2400 00 52 43 83 1578 2630 00 56 47 69 1717 2861 67 60 51 56 1856 3093 33 64 55 44 1996 3326 67 68 59 33 2136 3560 00 72
32. Guide PC access From a desktop PC subscribers and administrators can use the following Octel Unified Messenger applications Octel Unified Messenger Options The Octel Unified Messenger Options application enables subscribers to modify their mailbox settings at any time from their PC user interface Note The Octel Unified Messenger Options can also be accessed from the telephone user interface Subscribers can modify all or some of their mailbox settings depending on how the mailbox is configured by the administrator When a mailbox is initially enabled for voice mail the administrator sets subscriber defaults for incoming call and message handling The administrator also determines the initial telephone password sets defaults for the greeting played to outside callers when the line is busy or unanswered determines how voice messages are sorted in the subscriber mailbox and specifies the default fax printing 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 Voice Form application provides a quick and easy way to send voice messages from within Microsoft Exchange It makes recording and sending voice messages from the desktop PC as easy as writing and sending e mail messages Subscribers can reply to and forward voice messages with both voice and e mail messages They
33. Lucent Technologies Bell Labs Innovations Octel Unified Messenger Concepts and Planning Guide 101 1620 005 Your comments on this document are welcome They can assist us in improving our products Please address comments to Unified Messenger Documentation Team Lucent Technologies Octel Messaging Division 1001 Murphy Ranch Road Milpitas CA 95035 7912 USA 1 408 321 2000 http www octel com um E mail unified messenger octel com This software is the property of Lucent Technologies Octel Messaging Division formerly Octel Communications Corporation and may not be used without a valid written license agreement This software is protected by the copyright laws of the United States international copyright treaties and all other applicable national laws The right to copy this document is granted to authorized resellers and customers for their use and the use of their customers as specified in their agreements with Octel Communications Corporation a subsidiary of Lucent Technologies Any unauthorized use reproduction except for legally permissible archival copies distribution 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 reserved All trademarks identified by the TM or symbol are trademarks or registered trademarks respectively of Octel Communications Corporation a s
34. Outgoing call features include intercom paging and OctelNet message delivery These features require the user of a port by the voice server to place an outgoing call The traffic generated by these features can 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 busy hour the impact on busy hour GOS is minimized For instance network delivery schedules can be defined to allow only urgent messages from priority subscribers to be delivered during the busy period If a large amount of outcall traffic is expected during the busy hour it may be preferable to size a separate group of outgoing ports and dedicate them to outcalling applications only For a conservative estimate of the number of ports required for outgoing OctelNet messages use this calculation Number of ports 1 average message length estimated daily number of messages total daily duration of the window during which OctelNet is free to outcall Note When using this calculation the following is assumed W The ports are not taken up by other outgoing calls m The schedule is the same for all priority messages 101 1620 005 2 7 Octel Unified Messenger Concepts amp Planning Guide Total estimated port To summarize when sizing the number of total ports required for any requirements given server to provide a des
35. Unified Messenger takes advantage of the file streaming capabilities of Windows NT to transfer voice files across the network This minimizes network traffic congestion and provides speedy message playback and navigation The PC user interface can be a portable or desktop computer that is either connected by a LAN or part of a remote network This computer executes Octel Unified Messenger client software that manages the display of all messages contained in the subscriber s mailbox facilitates and controls the recording and playback of voice messages and interacts with the Exchange client 101 1620 005 Introducing Octel Unified Messenger Benefits summary Octel Unified Messenger provides the following benefits to your organization Subscriber convenience With Octel Unified Messenger subscribers can Ease of administration Store all messages in one place regardless of the message type Access voice e mail and fax messages from either the telephone or PC user interface Reply to messages in one medium for example voice with another medium for example e mail Send voice messages with the same ease and convenience as sending e mail messages Use TTS conversion to listen to e mail messages when access to a PC is not possible Octel Unified Messenger offers administrators the following capabilities messaging administration can be handled by a single administrator Management tools are combined into
36. ability with third party fax servers on page 2 20 Incoming faxes may be received in two ways depending on whether the system is set up with Direct Inward Dialing DID m Onsystems with DID callers call into a subscriber s mailbox and press Start on their fax device m Onsystems without DID callers call the subscriber s automated attendant from the fax machine s telephone select the subscriber s extensions by using either Dial by Name or by entering the subscriber s extension number and press Start on their fax device Once fax calls are received Octel Unified Messenger transfers the call from the voice server to the fax server When the fax server answers the call the voice server identifies the intended recipient and switches the call to the fax server to receive the fax The fax server then delivers the fax message into the recipient s mailbox 1 8 101 1620 005 Introducing Octel Unified Messenger Access to faxes using the TUI PBX TUI The telephone user interface recognizes messages of the message type IPM NOTE FAX If a fax server does not support this message type Octel Unified Messenger does not classify messages as faxes but only as e mail messages with TIFF attachments Subscribers can send fax messages to other recipients or to a fax device for printing They can also send e mail messages to a fax device for printing E mail messages that have attachments for example a document in Microsoft Word
37. ameNet When sending or receiving messages via OctelNet subscribers can Mark messages as urgent Request message confirmation View envelope information Reply to messages Address messages by spelling a recipient s name using NameNet Receive spoken name confirmation using NameNet NameNet allows users to address messages to recipients 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 With spoken name confirmation the recipient s name is played to the sender when the message is addressed This confirms that the message is being sent to the right person Note With Dial by Name and spoken name confirmation if subscribers do not record their own names the TUI voices their Microsoft Exchange display names This should be taken into consideration when setting up a format for display names in the Microsoft Exchange directory 101 1620 005 5 3 Octel Unified Messenger Concepts amp Planning Guide Designing an OctelNet addressing scheme For messages to be sent via the OctelNet gateway the administrator must set up an OctelNet addressing scheme If required multiple addressing schemes can be set up for a single OctelNet node This allows OctelNet messages to be addressed in different ways to the same destination system Setting up an OctelNet addressing scheme
38. ample if the number of ports is sized so that no more than 2 out of 100 calls are likely to be blocked during the busy hour the system is said to provide a P 02 GOS If no more than 5 out of 100 calls are likely to be blocked the system provides a P 05 GOS P 01 is a better GOS than P 05 and therefore requires more ports Common industry GOS for messaging servers are P 01 P 02 P 03 and P 05 There is an obvious trade off between cost and grade of service The choice is a business decision based on a number of factors including how critical the application is to the business and the cost of ports and other physical resources that are required to provide the desired GOS The tables in Appendix B Grade of Service show the maximum amount of busy hour traffic supported by a number of ports for each GOS 2 6 101 1620 005 Sizing the system PBX integration device sizing Sizing outgoing call features Intercom Paging and OctelNet As described in PBX integration on page 3 10 PBX integrations are accomplished by different methods depending on the PBX type and the capabilities of the PBX Although all PBX Integration Devices PIDs perform the same basic functions they all accomplish it in a slightly different manner Therefore the number of PIDs required to support a given number of ports varies based on m The number of integrated ports m The type of PID used m The incoming call volume during the busy hour
39. anging passwords periodically reduces the chances of an unauthorized user gaining access to a subscriber s mailbox Table 6 1 Probability of guessing password Number of digits in the Odds of correctly guessing the password password 1 lin9 2 1 in 90 3 1 in 900 4 1 in 9 000 5 1 in 90 000 6 1 in 900 000 7 1 in 9 000 000 8 1 in 90 000 000 9 1 in 900 000 000 10 1 in 9 000 000 000 11 1 in 90 000 000 000 12 1 in 900 000 000 000 13 1 in 9 000 000 000 000 14 1 in 90 000 000 000 000 15 1 in 900 000 000 000 000 101 1620 005 6 5 Octel Unified Messenger Concepts amp Planning Guide Recipient s name confirmation Disconnecting callers who enter incorrect passwords Handling callers who make too many errors Monitoring system usage reports Other security precautions Octel Unified Messenger confirms the name of the recipient before sending a voice message from one subscriber to another This feature makes it possible for sender of voice messages to ensure that their messages are delivered to the intended destination If a caller enters an incorrect password to a subscriber s account Octel Unified Messenger informs the caller of the error and requests entry of the correct password The caller is offered another opportunity for two reasons m The caller might have pressed keys quickly inadvertently missing digits m The caller may have recently
40. at all ports are recording or playing voice data at the same time It provides a calculation of the total network traffic potentially added but no indication concerning the direction or path taken by this data Average values will be much lower than indicated by the worst case calculation presented above However they can still represent a significant load on the LAN connections between the voice servers and the Exchange servers For that reason each voice server in a multiserver environment should be given a dedicated switched Ethernet spur or switched token ring segment connecting directly into the backbone network 101 1620 005 Sizing the system Types of operations The Octel Unified Messenger voice servers open data streams between voice servers and m Exchange servers m Client systems The actual Exchange server associated with each data stream depends on the operation and in some cases the associated mailbox m The operation of telephone answering results in the establishment of a data stream between the voice server and the voice server s peer e mail server m The following operations result in the establishment of a connection between the voice server and the Exchange server containing the mailbox of the relevant subscriber Playing back a voice message over the telephone Recording a voice message to be sent to another subscriber A caller listening to one of the subscriber s prerecorded greeti
41. by the server Below is a telephone answering messaging example with no other applications in use If 1 500 calls forwarded and direct calls are generated during the busy hour and the AHT of a call is 45 seconds the total busy hour traffic can be calculated as follows 1 500 calls x 45 seconds 67 500 call seconds of busy hour offered traffic 101 1620 005 2 5 Octel Unified Messenger Concepts amp Planning Guide Grade of service To convert this total into call minutes divide by 60 67 500 60 1 125 call minutes To convert this total into Erlangs divide by 3600 67 500 3600 18 75 Erlangs To convert this total into CCS divide by 100 67 500 100 675 CCS To predict busy hour traffic accurately you must collect reliable traffic data that reflects the calling patterns specific installation or application If busy hour calls are underestimated the number of ports may not be sufficient to provide users with an acceptable level of service If busy hour calls are overestimated the additional number of ports increases the cost of providing the service needlessly To calculate the number of ports accurately it is necessary to understand the concept of grade of service see below Grade 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 during the busy hour For ex
42. call processing through toll restriction Long distance carriers also have security services available to help control unauthorized users They can monitor normal usage and provide immediate notification of unusually high long distance call activity Organizations should contact their long distance carrier for more information about these services 6 6 101 1620 005 Appendix A Sizing for ports This appendix gives guidelines for estimating how many users can be supported with a given number of voice ports 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Calculating the number of supported subscribers Table A 1 through Table A 18 can be used as guidelines for estimating how many users can be supported with a given number of ports based on average daily port usage per subscriber These tables also provide for traffic patterns of 1096 14 or 18 Busy Hour traffic Table A 1 Number of supported subscribers with four ports Average usage per Busy hour peak of Number of subscriber per day daily calls subscribers minutes 10 18 36 10 14 46 10 10 65 8 18 45 8 14 58 8 10 81 6 18 60 6 14 TI 6 10 108 4 18 90 4 14 116 4 10 163 2 18 181 2 14 232 A2 101 1620 005 Appendix A Sizing for ports Table A 2 Number of supported subscribers with eight ports Average usage per subscriber per day minutes
43. can also attach an e mail or voice message to a fax message For more information on Octel Unified Messenger Voice Form see the Octel Unified Messenger Subscriber s Reference Guide Octel Unified Messenger Voice Recorder With Octel Unified Messenger Voice Recorder subscribers can record voice and embed recordings as a voice object into an OLE or ActiveX application such as Microsoft Word Recipients of the document can listen to and change the recording using Octel Unified Messenger Voice Recorder Octel Unified Messenger Voice Recorder works independently from Microsoft Exchange and Octel Unified Messenger s Voice Form It can be used to send voice messages 3 6 101 1620 005 System architecture Administration applications System administrators can use the following applications and tools to manage Octel Unified Messenger Voice Mail System Configuration This application displays property pages for configuring and maintaining the voice mail system Properties that are shared across voices servers in a voice mail domain can be configured centrally Any changes made to a voice mail domain s properties are then replicated to all voice servers in the domain Voice Mail User Administration Extension This tool adds voice mail administration for a mailbox to Microsoft Exchange Administrator It allows an Octel Unified Messenger administrator to voice enable a mailbox and maintain voice mail information for an Octel U
44. cance outside the voice mail domain For example it cannot be used as an element of an OctelNet address 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Dial by Name Dial by Name is a method of addressing messages by spelling the recipient s name using the keys on the telephone keypad To support Dial by Name addressing Octel Unified Messenger maintains an internal database of all recipients in the Exchange directory This database is indexed by the DTMF codes corresponding to their spelled 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 the desktop PC This provides a means of addressing messages to both Octel Unified Messenger subscribers and users on other OMD Octel systems Note With Dial by Name if subscribers do not record their own names the telephone user interface voices their Microsoft Exchange display names This should be taken into consideration when setting up a format for display names in the Microsoft Exchange directory 4 4 101 1620 005 Designing addressing schemes Numeric addresses A numeric address enables subscribers to address any Octel Unified Messenger recipient in an organization Every Octel Unified Messenger recipient must be assigned a unique numeric address The numeric address allows a subscriber to send a
45. ce LAN Octel tracing server Microsoft Exchange server ON 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 Exchange servers on the LAN with Exchange servers on remote sites via WAN or network dial up and through gateways with other e mail systems across the Internet The Exchange server provides a single point of administration for subscriber mailboxes 1 6 101 1620 005 Introducing Octel Unified Messenger Voice server The voice server is a Windows NT based system that is the integral link between the LAN and the telephone network It performs the following functions m Answers PBX forwarded telephone calls m Plays personalized greetings m Records messages Sends compressed message files to subscriber mailboxes for storage m Retrieves stored messages for playback through the telephone or through multimedia Provides the capability for TTS conversion of e mail messages m Detects incoming faxes and forwards them to third party fax servers Multilingual The voice server includes a speech synthesis device that allows text to speech 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 Organizations that receive e mail in more than one language can enable a
46. ce mail system access via telephone user interface 3 5 Voice Mail User Administration Extension 3 7 definition GL 7 using a slow network connection 2 19 Voice player definition GL 7 voice server 1 7 definition GL 7 functions 3 8 hardware and software requirements 2 10 operations 2 15 sizing 2 9 transferring call to fax server 2 20 VoiceBridge II PBX integration 3 11 W WAV file definition GL 7 wide area network WAN communicating via 1 6 worst case network load calculating 2 14 101 1620 005 IN 5 This page intentionally left blank
47. ction 2 19 Octel Unified Messenger Voice Form 3 6 definition GL 4 using a slow network connection 2 19 Octel Unified Messenger Voice Recorder 3 6 definition GL 4 using a slow network connection 2 19 Octel Unified Messenger system architecture 3 1 OctelNet addressing from Octel Unified Messenger administered 5 7 casual 5 7 definition GL 4 designing 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 sizing ports for outgoing messages 2 7 OctelNet gateway 5 7 definition GL 4 voice server component 3 8 OctelNet Gateway Administration Extension 3 7 definition GL 4 offered traffic 2 5 GL 4 operation history database definition GL 4 operation history event generation voice server component 3 8 Operation History Viewer 3 7 definition GL 4 using a slow network connection 2 19 operator definition GL 4 optional greeting definition GL 4 outgoing call features 2 7 P passwords definition GL 5 disconnecting callers 6 6 for telephone user interface 6 4 PBX 1 9 definition GL 5 PBX integration 1 9 3 10 6 2 definition GL 5 DMDI 3 11 in band signaling 3 10 RS 232 data channel 3 10 sizing ports 2 7 VoiceBridge 3 11 PC client applications definition GL 5 PC user interface 1 10 definition GL 5 functions 1 5 PC access 3 6 peer e mail server definition GL
48. de Subscriber password for the telephone user interface Octel Unified Messenger subscribers maintain a password for accessing their voice mail through the telephone user interface They can do this either from Octel Unified Messenger Options on their desktop PC or through the telephone user interface The administrator enables a subscriber account for voice messaging and determines the initial password for telephone access The initial password can be a randomly generated number 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 time but they are unable to view the password Subscriber passwords for the telephone user interface can be from 0 to 32 digits in length The Octel Unified Messenger administrator establishes the minimum password length as a system wide parameter Increasing the number of digits in a password lowers the probability that an unauthorized user might guess it Table 6 1 shows the probability of guessing a password correctly as a function of the length of the password With a 6 digit password the probability of guessing a password is 1 in 900 000 6 4 101 1620 005 Connecting with the PBX and establishing security rules The administrator can also enable password expiration that forces subscribers to change passwords at predetermined time intervals Ch
49. e a report is generated it can be viewed onscreen or printed for easy reference It can also be exported to many popular file formats or attached to a message sent via a MAPI enabled e mail system Simplified Message Desk Interface SMDI A protocol for sending PBX integration data that does not require a caller to reenter the telephone number if the extension is busy or not answered 101 1620 005 GL 5 Octel Unified Messenger Concepts amp Planning Guide subscriber A Microsoft Exchange user whose profile is enabled for voice messaging A subscriber can use both the telephone user interface and the graphical user interface of Octel Unified Messenger switch See PBX telephone user interface TUI An interface through which callers and subscribers can access the Octel Unified Messenger system via the telephone The telephone user interface is an automated attendant and voice messaging system that controls call handling It greets incoming callers and instructs them on how to proceed text to speech TTS The conversion of text into speech speech synthesis Using text to speech Octel Unified Messenger subscribers can listen to their e mail messages over the telephone tracing server A separate server that records operational information about activity in the voice mail domain tracing system A system that captures information related to the operation of voice servers for both diagnostic and reporting purposes The tracing sy
50. e from the Exchange server to the PC may be experienced This delay depends on the message length and the network bandwidth between the client PC and the Exchange server Once the message is copied playback is not affected by slow network connections When recording a voice message the message is stored on the client PC until recording is completed Only then is the message copied to the Exchange server mailbox This means that a slow network connection does not affect the recording process However a delay in copying the message from the client PC to the Exchange server may be experienced This delay depends on the message length and the network bandwidth between the client system and the Exchange server 2 16 101 1620 005 Sizing the system Using the telephone Playing back voice messages Voice messages can be played back and recorded using the telephone When playing back a voice message the message is moved from the Exchange server to a telephone via the voice server The playback is not affected by the speed of the client network connection However 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 network connection Figure 2 1 shows the data flow when playing back messages using the telephone Figure 2 1 Data flow when playing back messages using the telephone
51. e servers where one or more servers on a high bandwidth permanent LAN work together to provide messaging and other services to a set of users Within an Exchange site users can share information and can be managed as a collection A Microsoft Exchange site can be mapped to the Windows NT domain topology that has already been established It can also span multiple trusted Windows NT domains that may already exist multimedia A PC has multimedia capabilities if it has a sound card microphone and speakers or headphones name prompt A personalized prompt that states a subscriber s name when that subscriber s extension is busy or unanswered and he or she has not recorded a personal greeting numeric address A string of digits that uniquely identifies a recipient or a distribution list across the organization A numeric address is used by the telephone user interface as a means of addressing a message OctelNet A networking application that allows users on one OMD system to exchange messages with users on other OMD systems OctelNet uses the public or private telephone network for message transport OctelNet custom recipient An OctelNet recipient who has a mailbox on a remote node 101 1620 005 GL 3 Octel Unified Messenger Concepts amp Planning Guide OctelNet gateway An OctelNet gateway enables Octel Unified Messenger subscribers to exchange voice messages with any other OctelNet enabled voice mail system either at the same site
52. el server share the same PBX OctelNet networking can be configured to operate like a single voice server by using automatic mailbox forwarding Automatic mailbox forwarding Forwarding OctelNet messages Automatic mailbox forwarding capability is provided by the Follow Me Forward feature on Octel servers with Aria software and the Auto Copy Auto Delete feature on Octel servers with Serenade software On systems that use automatic mailbox forwarding Automated Attendant allows outside callers to use Dial by Name to reach any user on the PBX regardless of which server Octel Unified Messenger or Octel message server the user resides on m All messages sent to the mailbox on the Octel message server can be forwarded automatically to the Octel Unified Messenger mailbox if a subscriber has a mailbox on an Octel message server and an Octel Unified Messenger mailbox m When sending messages Octel message server users can address messages to Octel Unified Messenger subscribers in the same way that they address messages to users on the Octel server that is by entering a mailbox number Messages for Octel Unified Messenger subscribers are automatically forwarded to their mailboxes on the Octel Unified Messenger system With automatic mailbox forwarding users on Octel servers at other sites can send OctelNet messages to Octel Unified Messenger subscribers without any changes to the OctelNet addressing scheme The message is received
53. enger activity and logged in the Octel Unified Messenger operation history database By creating a session administrators can restrict the number of events to only those that meet their criteria They can view live events as they are added to the operation history database or view historical events operator The person to whom callers are transferred when they request to speak with an operator exceed the maximum number of errors permitted on the system or call from a rotary telephone Individual mailboxes may have an operator that is different from the designated system operator for example a personal assistant optional greeting A personalized answering system for greeting callers if a subscriber s extension is busy or unanswered or if incoming calls are blocked password Subscribers must enter their passwords to gain access to Octel Unified Messenger through the telephone user interface Subscribers can change their passwords using the telephone user interface or Octel Unified Messenger Options PBX See Private Branch Exchange GL 4 101 1620 005 Glossary PBX integration A method that establishes communication between the PBX and the voice mail system The PBX supplies information such as who is calling on internal calls and the extension that the caller is trying to reach PC client applications A group of applications that enable subscribers and administrators to access Octel Unified Messenger from their desktop PCs
54. entation of voice mail domains Voice mail domain 2 C oL T Subscribers VMD1 Octel Tracing Server for VMD1 Octel Voice Server Octel Tracing Server for VMD2 Microsoft Exchange server Subscribers VMD2 WD 101 1620 005 3 3 Octel Unified Messenger Concepts amp Planning Guide Addressing messages When sending voice messages subscribers enter recipients addresses differently depending on whether they use the PC user interface or the telephone user interface From the PC user A subscriber can retrieve recipients addresses from the Exchange interface directory in other words from their address books Exchange supports an enterprise wide directory which has the following benefits to Octel Unified Messenger subscribers m The worldwide corporate directory uses unique identifiers valid from anywhere in the enterprise Directory information updated in one location is automatically available in every location From the telephone The following methods are available for subscribers to designate the user interface recipients of a message using the telephone user interface m The local mailbox number m The numeric address m Dial by Name m The OctelNet address For more information about addressing mechanisms see Chapter 4 Designing addressing schemes 3 4 101 1620 005 System architecture Sys
55. er per PBX There can be several PBX types in one voice mail domain However each PBX must be linked to its own voice server and the voice mail domain properties must match every PBX type 101 1620 005 2 3 Octel Unified Messenger Concepts amp Planning Guide Sizing ports How to determine the busy hour Accurate port sizing is critical to the successful implementation of any voice processing application A careful analysis of system traffic patterns must be made Specifically the volume of calls generated by internal subscribers and external callers to the system during the busiest hour of the day must be determined Busy hour traffic is used in the calculation to determine the number of ports needed to provide an acceptable level of service to the users Most newer PBXs provide traffic statistic reports that can provide an accurate picture of traffic patterns on the switch When preparing the implementation of a messaging system the planner should study a minimum of one week s traffic data to determine daily and hourly call volumes Most PBXs can generate traffic reports that provide statistics on a weekly daily or hourly basis Usually these 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 and when the busy hour occurs Suppose that during the course of a typical bu
56. es enough available disk space on the voice server to hold all voice mail coming in during that time 101 1620 005 2 13 Octel Unified Messenger Concepts amp Planning Guide Evaluating the additional network traffic Worst case network load Dedicated connection Implementing Octel Unified Messenger results in the flow of voice data over the organization s data network This section provides the information required to calculate the additional network traffic generated by an Octel Unified Messenger system This calculation is based on several factors including m The number of voice servers in the voice mail domain S m The number of ports on each voice server P m The usage characteristics m The voice encoding rate 32 kilobits per second To calculate the worst case network load contributed by an Octel Unified Messenger voice mail domain substitute the number of voice servers in the voice mail domain for S and the number of ports on each voice server P into the following formula Worst 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 kilobits per second In addition it is necessary to apply a factor to allow for the overheads applicable to the network protocols and options that are in operation This calculation is based on the worst case assumption th
57. etwork connections on Octel Unified Messenger applications This section lists all Octel Unified Messenger applications and how each is affected by slow network connections Octel Unified Messenger Voice Form If Octel Unified Messenger Voice Form is used with multimedia a slow network connection is sufficient If the Octel Unified Messenger Voice Form is used with a telephone to play back voice messages only a slow network connection is sufficient However if voice messages are recorded a high speed connection is needed For more information see Figure 2 2 on page 2 18 Using Microsoft Exchange Offline If Microsoft Exchange is used in offline mode and messages are synchronized with the Exchange server message store it is recommended to use multimedia to listen to and record messages Octel Unified Messenger Voice Recorder It is recommended that you use Octel 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 for example setting call handling However a high speed connection is required when recording prompts and greetings over the telephone Visual Voice Editor It is recommended that you use multimedia or a 56 kilobits per second network connection to work with the Visual Voice Editor prompts Voice Mail User Administration Extension A slow network connection can be used
58. faced environment in other words without PBX integration calls to a subscriber s telephone are forwarded but no information about the call is passed to the voice message server The caller is requested to reenter the mailbox or extension number of the person who is being called in order to play the personal greeting Integration is accomplished when a call is forwarded to the voice server and the telephone system passes information about the call This information includes calling party identification if known called party identification and a forwarding reason code There are four ways to integrate a PBX with Octel Unified Messenger In band signaling m Serial RS 232 data channel m Digital Meridian Integration Device DMID Voice Bridge II In band signaling involves connecting the voice server to the PBX as if it were a series of single line telephones or a series of trunks in a hunt group The term in band is used because all of the call identification information is passed from the PBX to the voice server using DTMF signals on the same line as the voice connection This method of integration involves the connection of an RS 232 data link from the PBX to the voice server When an incoming call is sent to the voice server it is accompanied by a digital message from the PBX This messages contains the call information Although it is sent over a separate path from the incoming voice call the call identification information
59. fax servers 1 8 interoperability requirements 2 21 with Octel Unified Messenger 2 20 relationship with voice mail domains 2 21 routing inbound fax calls to 2 22 faxes accessing using the TUI 1 9 enabling subscribers 2 21 receiving 1 8 routing to third party fax servers 2 22 G Grade of service GOS 2 6 definition GL 2 grunt detection definition GL 3 GSM 3 12 definition GL 2 H hunt group definition GL 3 pilot number for fax server 2 20 in band signaling definition GL 3 PBX integration 3 10 intercom paging definition GL 3 interoperability OctelNet 5 2 single site 5 8 third party fax servers IVM file definition GL 3 2 20 L local area network LAN 1 10 communicating via 1 6 local mailbox numbers 4 3 definition GL 3 M mailbox definition GL 3 forwarding 5 8 security 6 3 unified 1 4 mailbox length OctelNet 5 5 IN 2 101 1620 005 Index message confirmation definition GL 3 messages addressing 3 4 sending 1 11 messaging voice server component 3 8 Microsoft Exchange server 1 6 calculating impact on capacity 2 12 Microsoft Exchange site definition GL 3 monitoring system usage reports 6 6 multimedia definition GL 3 N Name prompt definition GL 3 NameNet 5 3 network traffic sizing the system 2 14 networked components 1 6 numeric address 4 5 definition GL 3 Octel Unified Messenger Options definition GL 4 PC access 3 6 using a slow network conne
60. for all configuration operations for example setting call handling However a high speed connection is required when recording the Spoken Name prompt using the telephone Port Monitor Voice Mail System Configuration Operation History Viewer and Reporting Tool Since none of these applications transmit voice messages they all work over slow connections Operation History Viewer connects to the Octel Unified Messenger Tracing Server If it is to be used in live mode the network connection must have enough bandwidth for the amount of data to be viewed 101 1620 005 2 19 Octel Unified Messenger Concepts amp Planning Guide Octel Unified Messenger interoperability with third party fax servers This section describes how third party fax servers interoperate with Octel Unified Messenger It is recommended that the third party fax server resides on a separate Windows NT server The fax hardware is connected to a fax hunt group on the PBX Figure 2 3 Octel Unified Messenger interoperability with third party fax servers PBX Fax cards Voice cards Fax server which contains m Faxserver software Fax routing a Windows NT 5 Unified Messenger server which contains OctelNet PBX integration devices m TTS Telephone user interface Windows NT 6 Microsoft Exchange server which contains Message transport Message database mailboxes Directory a Windows NT 7 Client machines which contain Octe
61. ier than release 3 0 do not support the GSM format Consequently any voice messages encoded using GSM format cannot be played back by earlier releases of Octel Unified Messenger System administrators should ensure their system uses ADPCM only until all Octel Unified Messenger components throughout their enterprise are updated to Octel Unified Messenger 3 0 When changing to GSM all client systems need to be updated with the new configuration information This is achieved by using Octel Unified Messenger Options to connect to an Octel Unified Messenger voice server Until subscribers update their desktops they will continue to send voice messages in ADPCM format 3 12 101 1620 005 Designing addressing schemes This chapter introduces different forms of addressing and describes the following addressing schemes m Local mailbox number m Dial by Name m Numeric addresses 101 1620 005 4 1 Octel Unified Messenger Concepts amp Planning Guide Introduction Octel Unified Messenger subscribers can use different forms of addressing From the PC user interface Subscribers use the Microsoft Exchange directory for addressing messages address is always unique within the Exchange directory An address entered at any location is automatically available at all locations within the organization From the telephone user interface Octel Unified Messenger supports four custom forms of addressing These four for
62. interface the subscriber enters 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 To send a message to an OctelNet recipient from the telephone user interface with casual OctelNet addressing the subscriber enters an OctelNet address This address is made up of a prefix number and a mailbox number The OctelNet gateway delivers the message to the address specified Spoken name confirmation does not take place with casual OctelNet addressing To send a casual OctelNet message from the desktop PC the subscriber enters an address of the type OCTELNET ppppmmmm where pppp is the prefix and mmmm is the mailbox address Addressing OctelNet messages to Octel Unified Messenger recipients To send an OctelNet message to an Octel Unified Messenger recipient the user enters an address This address consists of the prefix for the Octel Unified Messenger OctelNet gateway node followed by the numeric address for the Octel Unified Messenger recipient 101 1620 005 5 7 Octel Unified Messenger Concepts amp Planning Guide Providing single site interoperability Although OctelNet is generally used to link multiple sites it can also be used to exchange messages between Octel Unified Messenger subscribers and Octel message server users at the same site When an Octel Unified Messenger system and an Oct
63. ired GOS the following factors must be considered m Estimated total busy hour offered traffic generated by both internal and external callers m Estimated total busy hour offered traffic generated by all applications including those that place outgoing calls A system planner should allow for a safety or growth factor of 5 to 1596 when sizing the initial implementation 2 8 101 1620 005 Sizing the system Calculating the number of voice servers required Having established the total number of voice ports it is possible to calculate the minimum number of voice servers needed The minimum number of servers is equal to the total number of ports needed divided by the number of ports to be installed on each of the servers An Octel Unified Messenger voice server can support up to 24 voice ports To determine the correct not the minimum number of servers needed it is necessary to consider the effects of the following factors The voice mail domain design For more information see Design rules for voice mail domains on page 2 3 m The PBX configuration and integration W Potential heavy processing demands such as those imposed by the tracing system Note The Octel Unified Messenger tracing system should be installed on a separate machine that does not run the voice server software This is particularly recommended for any implementation of Octel Unified Messenger that uses eight or more voice ports
64. is linked to a particular voice port on the messaging server This port answers the call and plays the appropriate greeting Data is sent to the voice server using a standard protocol called Simplified Message Desk Interface SMDI PBX proprietary protocol 3 10 101 1620 005 System architecture Digital Meridian Integration Device VoiceBridge Il The Digital Meridian Integration Device DMID is a device that provides integration with Northern Telecom switches such as the Meridian SL 1 The DMID is located between the PBX and the voice server and appears as one or two digital telephones to the PBX depending on the number of analog ports required It is connected to the voice server via an RS 232 link Analog line circuits for the voice path appear on the digital set of 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 with the appropriate personal greeting The VoiceBridge II is a device that provides integration with several switch types including the AT amp T G3 and the Rolm 9751 It is connected to the PBX through one or more digital telephone lines and to the voice server via an RS 232 link When a call is received the VoiceBridge II routes it to an available voice port and transmits the call information to the messaging server in SMDI format The caller is answered with the
65. l Unified Messenger software m Fax client software a Microsoft Exchange or Microsoft Outlook client Windows 95 or Windows NT 2 20 101 1620 005 Sizing the system Requirements for third party fax server interoperability with Octel Unified Messenger The following are the requirements for third party fax server interoperability with Octel Unified Messenger Octel Unified Messenger version 2 0 or higher must be installed m The fax server must be integrated with Microsoft Exchange as an Exchange Connector or an Exchange gateway for fax m The fax server must use a FAX address type that is specified to Octel Unified Messenger This is so that one off addresses can be created and messages can be delivered to the fax server for transmission m The fax server must support DTMF detection and collection m The fax server must match the DTMF fax routing number supplied by Octel Unified Messenger with a subscriber s FAXROUTE address m The fax server must create faxes as e mail messages with TIF attachments and send them to the intended Exchange recipient for storage within the Exchange message store m The fax messages placed in the subscriber s Outlook inbox should be identified by a unique message class IMP NOTE FA X so they can be detected as faxes by Octel Unified Messenger Enabling Octel Unified Messenger subscribers for fax Octel Unified Messenger subscribers are fax enabled when a system admi
66. lNet addressing scheme Addressing OctelNet messages m Providing single site interoperability 101 1620 005 5 1 Octel Unified Messenger Concepts amp Planning Guide Introduction to OctelNet OctelNet is a networking application that allows users on one OMD system to exchange messages with users on other OMD systems For example organizations already using OMD s Octel system can provide interoperability with Octel Unified Messenger through OctelNet This allows them to link all employees in one cost effective messaging network 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 as an Exchange gateway This allows Octel Unified Messenger subscribers to exchange voice messages with users on Octel servers inside of their organization Subscribers can also exchange voice mail messages with users outside of their organization such as customers or vendors as long as those users have Octel servers with OctelNet software Figure 5 1 OctelNet provides networking between Octel servers and Octel Unified Messenger Unified 200 300 Messenger ERES 1 fi x OctelNet Detel 250 Getal 250 101 1620 005 Providing interoperability with existing Octel servers OctelNet Messaging Features N
67. ms are needed because the telephone user interface TUI does not provide a facility to enter alphabetic characters easily They also reduce the number of digits that are needed to address messages from the telephone user interface The four special forms of addressing are as follows m Local mailbox number m Dial by Name m Numeric address OctelNet address This chapter contains information on the first three addressing schemes For information on OctelNet addresses see Chapter 5 Providing Interoperability with Existing Octel Servers 4 2 101 1620 005 Designing addressing schemes Local mailbox numbers Local mailbox numbers are used to address any Octel Unified Messenger subscriber in a voice mail domain from the telephone user interface Traditional voice mail systems typically use this form of addressing Within a voice mail domain all local mailbox numbers must have the same number of digits Each local mailbox number must 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 In a Centrex environment many organizations use only the last four or five digits of the subscriber telephone numbers as local mailbox numbers This provides a shorter number that is easy to enter but still unique Other schemes are also possible Note A local mailbox number has no signifi
68. n ieam QUE ihhh 1 4 Conai Ja teh br Vuri amp zy irora helene nayss d Dome lisma Juin Mrd T Dust iiss LI C inae Ge Fear kd Cubes 1 110 Reve read A 1 PC 2 Telephone 3 Fax 1 4 101 1620 005 Introducing Octel Unified Messenger Telephone user interface PC user interface Subscribers can access their unified mailbox from a telephone user interface to do the following Send and receive voice messages Play back voice messages Listen to e mail messages using TTS conversion Forward fax messages to other recipients or to a fax device for printing Store delete reply to or forward e mail voice or fax messages Print e mail messages on a fax device Subscribers can access their unified mailbox from a PC to do the following W Send and receive voice messages m Play back voice messages through the telephone or through PC multimedia equipment W Send and receive e mail messages m Send and receive fax messages W Store delete reply to or forward e mail voice or fax messages 101 1620 005 1 5 Octel Unified Messenger Concepts amp Planning Guide Networked components Figure 1 2 shows the networked components of the Octel Unified Messenger environment Figure 1 2 Octel Unified Messenger networked components PBX Telephone user interface Fax optional Octel voice server Fax server optional PC user interfa
69. ng system access to the servers is mediated by the Windows NT domain security mechanism Access to the Voice Mail System Configuration application is strictly controlled through the voice mail domain security feature This enables administrators to maintain lists of users 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 subscriber accounts administration Octel Unified Messenger administrators create and configure voice mail accounts for subscribers OMD has extended the Microsoft Exchange Administrator with the Voice Mail property page which can only be used by Exchange administrators Access to subscriber mailboxes Octel Unified Messenger subscribers gain access to the message server from a desktop PC or through the telephone user interface Access to messages via the desktop PC is controlled by the security scheme established for Microsoft Exchange users Access through the telephone user interface is controlled by a subscriber password This password is set through Octel Unified Messenger Options or through the telephone user interface The following Octel Unified Messenger features allow the administrator to minimize the risk of unauthorized access to the messaging server messages and long distance lines 101 1620 005 6 3 Octel Unified Messenger Concepts amp Planning Gui
70. ng messages It is possible using the information above to calculate the worst case and normal throughput requirement for each voice server and Exchange server pairing 101 1620 005 2 15 Octel Unified Messenger Concepts amp Planning Guide Using Octel Unified Messenger via slow network connections Using multimedia Playing back voice messages Recording voice messages Octel Unified Messenger applications move voice messages between Octel Unified Messenger client systems and Octel Unified Messenger voice servers Octel Unified Messenger client systems and Exchange servers How the data flows between systems is dependent on whether a subscriber uses multimedia or the telephone and whether voice messages are recorded or played back This section explains how the data flow is affected by slow network connections for example Remote Access Services RAS when playing back or recording messages using multimedia or the telephone It also lists client applications and administration utilities that may be affected Note This section does not address the connectivity between voice servers and e mail servers These require high bandwidth and low latency connectivity and are described in Evaluating the additional network traffic on page 2 14 Voice messages can be played back or recorded using multimedia Before playback starts a voice message is copied to the client PC A delay in copying the messag
71. nified Messenger subscriber Operation History Viewer This diagnostic tool lets administrators view events generated by voice mail system activity that are logged in the Octel Unified Messenger operation 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 monitoring voice mail system usage for planning capacity and for tracking security Once a report is generated an administrator can zoom in on a specific area of interest or print the report for easy reference Reports can also be exported to several popular file formats or attached to a message sent via a MAPI enabled e mail system Port Monitor This application provides a graphical interface for checking and changing the status of ports on a voice server OctelNet Gateway Administration Extension This tool extends Microsoft Exchange Server Administrator with administration for an OctelNet gateway Visual Voice Editor This application presents a graphical interface for recording customized company prompts for use by the automated attendant For example the organization s Welcome greeting Customized prompts can be recorded using multimedia equipment or a telephone Visual Voice Editor displays audio data as a waveform to enable precise prompt editing 101 1620 005 3 7 Octel Unified Messenger Concepts amp Planning Guide
72. nistrator adds a FAXROUTE address as an e mail address type for the subscriber Octel Unified Messenger subscribers with fax enabled mailboxes can use the telephone user interface to access fax messages in their mailbox From the telephone user interface fax enabled subscribers can route fax or e mail messages with or without attachments to any fax device for printing When a subscriber requests the printing of a fax or e mail message Octel Unified Messenger forwards a copy of the message to a one off address of the form FAX nnnnnnnn where FAX 15 the actual address type for the fax server and nnnnnnn is the telephone number of the fax device supplied by the subscriber 101 1620 005 2 21 Octel Unified Messenger Concepts amp Planning Guide Routing inbound fax calls to the third party fax server Like voice calls fax calls placed to a subscriber s extension are redirected to the Octel Unified Messenger voice server when these calls encounter a ring no answer or busy condition Whenever the voice server receives a call and detects that it is a fax it places the call on courtesy hold and initiates a call to the fax server hunt group After a fixed time 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 Messenger is determined by retrieving the Microsoft Exchange FAXROUTE address for the
73. ok A single data store for all messages in the Microsoft Exchange Server A common enterprise wide directory for all messages A single point of administration through enhanced Microsoft Exchange Server administration Text to speech TTS delivery of e mail and fax subject headers or the entire body of text messages Fax delivery of e mail messages including attachments using third party fax servers Voice message playback through multimedia equipment or a telephone Voice messages addressed using the Microsoft Exchange directory Ability to send forward or reply by voice across a local area network LAN a wide area network WAN or the Internet Voice object embedding in OLE 2 0 and ActiveX compliant documents 101 1620 005 1 3 Octel Unified Messenger Concepts amp Planning Guide The unified mailbox For each Octel Unified Messenger subscriber 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 telephone PC or fax Figure 1 1 shows the concept of the unified mailbox Figure 1 1 Unified mailbox Be Ves da jek iimm Hel amp ferens uf eund B ghmeixcneer ord gonna P F Pricer Li d Fon EL EE ay Todar Mau M ETUDES Pier mag agrrala Ceja F Connecter Roced fa
74. or at remote sites OctelNet Gateway Administration Extension An administration tool that adds administration capabilities for an OctelNet gateway to Microsoft Exchange Server Administrator Octel Unified Messenger Options An application that allows subscribers to configure their mailboxes using their PCs Subscribers can record all personal greetings and prompts personalize their call handling options and select whether to use multimedia or the telephone for recording and playing back voice messages Octel Unified Messenger Voice Form An application that provides access to voice messages within a Microsoft Exchange environment Through voice forms subscribers can perform standard voice mail functions such as listening to replying to or forwarding voice messages or composing new voice messages using their desktop PCs or telephones Octel Unified Messenger Voice Recorder A tool for sending voice mail and voice annotated items such as Microsoft Word documents It provides a way to send a quick voice message without 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 storage area for events generated by Octel Unified Messenger The Operation History Viewer is used for viewing events in this database Operation History Viewer A diagnostic tool that displays events generated by Octel Unified Mess
75. r edP eco ee ae A NE de 1 8 PBX got pe ubt aliii odd reet DS AU 1 9 TUT e td s e etta e ee se SAC I et leni e us 1 9 INS Ert ieee rU eM UEM UE Du em ha SAR ay EN Uu NEC 1 10 PC usetzntetface ioca one nb desee aides bets P deep Pa eve deu 1 10 Benefits Summary 2 over Tre eet e ha SM ME vat et e does 1 11 S bscrib r convenience Ime eee Fes eae 1 11 Ease of administration i eze hh hte 1 11 Send messages near and far 1 eee een eens 1 11 Chapter 2 Sizing the system InttOd cton Ee eer bi Ui VEA Viri 2 2 Design rules for voice mail domains 2 0 0 0 cece eee e 2 3 SIZING POTIS SO ee Need E ee SG eh leh iene ee Rte E ee 2 4 Calculating the number of voice servers required 1 0 cee eee eee 2 9 101 1620 005 vii Octel Unified Messenger Concepts amp Planning Guide Hardware and software requirements for Octel Unified Messenger servers 2 10 Evaluating the additional load on Microsoft Exchange 2 12 Evaluating the additional network 2 14 Using Octel Unified Messenger via slow network 2 16 Using multimedia uerus LER RS hee Und p S xa a Mina 2 16 ConfigurationUsing the
76. r of supported A 2 Appendix Appendix B Grade of service Calculating busy hour traffic escien cence eee ene B 2 Vua itis cated tas tat LA Load iut dii to Ses Medic CoD an GL 1 MNIEX E IN 1 101 1620 005 ix This page intentionally left blank PART 1 CONCEPTS This page intentionally left blank Introducing Octel Unified Messenger This chapter introduces Octel Unified Messenger and discusses the following topics Octel Unified Messenger product features m The unified mailbox concept m Networked components of the Octel Unified Messenger environment m Benefits of using Octel Unified Messenger 101 1620 005 1 1 Octel Unified Messenger Concepts amp Planning Guide Introduction Today e mail voice mail and fax are established as strategic enabling technologies at companies large and small As a result people are receiving both a larger volume and more types of messages than ever before However each kind of message typically requires its own access medium telephone personal computer or fax device and support structure capital equipment management tools and service procedures The task of retrieving prioritizing and storing messages can be inconvenient complex and time consuming even though messaging should enhance and streamline the communications process
77. r subscriber GL 6 101 1620 005 Glossary voice mail domain A group of Octel Unified Messenger voice servers that share a common set of properties subscribers who are provided with telephone answering by these voice servers are said to belong to the same voice mail domain voice mail enabling When a new user profile is created in Microsoft Exchange it does not include any voice mail information An 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 Voice Mail System Configuration An administration tool used to configure the attributes of a voice mail domain or group of voice servers voice player A component of the Octel Unified Messenger Voice Form used for playing back and recording voice messages voice server An executable program that runs as a Windows NT Service WAV A file extension used for Windows multimedia format audio data 101 1620 005 GL 7 This page intentionally left blank Index A access control list definition GL 1 account security 6 3 AccuCall definition GL 1 additional digits OctelNet 5 4 addressing designing addressing schemes 4 2 OctelNet addressing schemes 5 4 Dial by Name 4 4 local mailbox numbers 4 3 messages using PC user interface 3 4 telephone user interface 3 4 numeric addresses 4 5 OctelNet addresses
78. rent in each case See 4322 4 4 rule 4 4323 4 4 Table 5 2 Invalid OctelNet multiple addressing schemes Addressing scheme Why is this invalid prefix additional mailbox 1234 has the same first digits as digits length 12345 and in each case the sum 1234 4 4 of the number of digits in the prefix and the additional digits is 12345 3 4 the same 8 See rule 4 prefix additional mailbox The number of additional digits is digits length greater than the mailbox length 1234 5 4 See rule 2 1234 6 2 5 6 101 1620 005 Providing interoperability with existing Octel servers Addressing OctelNet messages OctelNet addresses provide a means of sending voice messages to recipients on a voice messaging server that supports OctelNet networking such as any OMD Octel Message Server Addressing OctelNet messages from Octel Unified Messenger Administered OctelNet addressing Casual OctelNet addressing Two methods can be used for addressing messages to OctelNet recipients m Administered OctelNet addressing m Casual OctelNet addressing With administered OctelNet addressing the administrator creates a custom recipient Each OctelNet custom recipient entry must contain the recipient s OctelNet address and name OctelNet custom recipients are automatically replicated to all Exchange servers in an organization To send a message to an OctelNet recipient from the telephone user
79. required 3 Calculating the number of OMD voice servers needed 4 Designing fax server and voice server communication 5 Evaluating the additional load on Microsoft Exchange 6 Evaluating the additional network traffic that must be handled 2 2 101 1620 005 Sizing the system Design rules for voice mail domains Designing voice mail domains VMDs is very similar to designing domains in Microsoft NT When designing Octel Unified Messenger voice mail domains the following rules must be observed Each voice server can belong to one voice mail domain only Each voice mail subscriber can belong to one voice mail domain only Each voice server has a single peer Exchange server Different voice servers in a voice mail domain can have different peer Exchange servers provided that those Exchange servers are in the same Exchange site An Exchange server can be a peer server for more than one voice server An Exchange server can be a peer server for voice servers from different voice mail domains However the voice mail domains must be located in the same Exchange site as the Exchange server A Microsoft Exchange site can contain more than one voice mail domain In a voice mail domain there can be one tracing server only Voice mail domains cannot spread across multiple Exchange sites There is only one PBX integration link per voice server This means that if your PBXs are integrated you need one voice serv
80. res such as intercom paging and call screening busy hour A method used to calculate the number of ports required when sizing a system It represents the busiest hour of the day when the volume of calls generated by internal subscribers and external callers reaches its peak call management A component of the voice server that provides an interface between the voice cards and Octel Unified Messenger telephony applications call screening A call answering option that requires callers to announce themselves before a subscriber answers the call If a call is screened and the subscriber is not available to answer it the caller has the choice of leaving a message or being forwarded to a different extension or to the operator carried traffic The total busy hour traffic that was offered to the group of ports minus the blocked calls 101 1620 005 GL 1 Octel Unified Messenger Concepts amp Planning Guide Centum Call Second CCS A unit of measurement for call time The formula for a CCS is the number of calls per hour multiplied by their average duration in seconds all multiplied by 100 A CCS is 1 36 of an Erlang Class of Service COS A category used to determine a subscriber s access to system options and features The administrator assigns a class of service to each subscriber DID See Direct Inward Dialing Dial by Name A method of addressing that enables a subscriber to spell the recipient s name on the telephone keypad
81. rmat with an encoding rate of approximately 13 kilobit per second Grade of service GOS The probability expressed as a percentage of callers who call during the busy hour that an incoming call is blocked the caller hears a busy signal because all ports are in use GSM See Global System for Mobile Communications GL 2 101 1620 005 Glossary hunt group A group of telephone lines where the incoming calls are distributed according to a priority scheme in band signaling A method of connecting the voice server to the PBX as if it were a series of single line telephones or a series of trunks in a hunt group The term in band is used because all of the call identification information is passed from the PBX to the voice server using DTMF signals on the same line as the voice connection intercom paging A method of automatically paging subscribers if they are do not answer their telephones If a subscriber does not respond to the page the caller is transferred to the subscriber s mailbox IVM A format for storing sound in files used for Octel Unified Messenger voice messages local mailbox number A method of addressing voice messages through the telephone user interface to recipients in a voice mail domain mailbox A delivery location for incoming voice e mail and fax messages message confirmation A notice confirming that a message was delivered to a recipient Microsoft Exchange site A group of Microsoft Exchang
82. siness week the traffic report indicates that Monday is the busiest day for incoming calls On Monday a total of 3 500 calls are received and the hourly statistics show that the busiest hour of the day occurs between 9 a m and 10 a m with 350 incoming calls Therefore 9 a m to 10 a m is the customer s busy hour Another way of expressing busy hour traffic is as a percentage of total daily traffic In the example above 350 busy hour calls is 10 of the 3 500 total calls received for the day If traffic statistics are not available then an educated guess at busy hour traffic is required The tables in Appendix A Sizing for Ports can be used as guidelines for estimating how many users can be supported with a given number of ports based on some assumptions about average daily port usage per subscriber These tables also provide for traffic patterns of 10 1496 or 18 busy hour traffic 2 4 101 1620 005 Sizing the system Units of measurement for busy hour traffic Calculating the amount of busy hour traffic Busy hour traffic is normally expressed in units of measurement such as minutes Erlangs or Centum Call Seconds CCS Note 1 CCS 100 call seconds For example there are 3 600 seconds in 1 hour To determine the number of CCS in 1 hour divide 3 600 by 100 to get 36 CCS Minutes Erlangs and CCS are different ways of expressing busy hour traffic For example during busy hour 120 calls are generated
83. stem maintains connections with all voice servers in the voice mail domain and receives notification of events 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 Reporting Tool transaction database A storage area where voice messaging events happening in the voice mail domain are written It is a permanent database containing summary information that is used by the Reporting Tool TTS See text to speech TUI See telephone user interface unified mailbox An Octel Unified Messenger subscriber mailbox where all voice fax telephone answering messages e mail and data messages including documents and forms are stored Messages can be viewed listened to or retrieved using the telephone or PC Visual Voice Editor An administration tool that allows the recording of customized prompts used by Octel Unified Messenger The tool allows recording using multimedia or the telephone user interface When modifying a prompt the user is presented with a graphical rendering of the sound which allows precise editing of the audio data Voice Mail User Administration Extension An administration tool that adds voice mail administration capabilities to Microsoft Exchange Server Administrator An administrator can enable maiboxes for voice mail and maintain voice mail information for each Octel Unified Messenge
84. subscriber per day daily calls subscribers minutes 10 18 439 10 14 564 10 10 790 8 18 549 8 14 705 8 10 988 6 18 731 6 14 940 6 10 1317 4 18 1097 4 14 1411 4 10 1975 2 18 2194 2 14 2821 2 10 3950 6 101 1620 005 Appendix A Sizing for ports Table A 6 Number of supported subscribers 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 amp 18 692 amp 14 890 8 10 1246 6 18 923 6 14 1187 6 10 1661 4 18 1384 4 14 1780 4 10 2492 2 18 2769 2 14 3560 2 10 4983 101 1620 005 A 7 Octel Unified Messenger Concepts amp Planning Guide Table A 7 Number of supported subscribers with twenty eight ports Average usage per Busy hour peak of Number of subscriber per day daily calls subscribers minutes 10 18 671 10 14 863 10 10 1208 8 18 839 8 14 1079 8 10 1510 6 18 1119 6 14 1438 6 10 2014 4 18 1678 4 14 2158 4 10 3021 2 18 3356 2 14 4315 2 10 6042 A 8 101 1620 005 Appendix A Sizing for ports Table A 8 Number of supported subscribers with thirty two ports Average usage per subscriber per day minutes Busy hour peak of daily calls Number of subscribers
85. tects faxes and forwards them to third party fax servers Print capability The server software forwards fax and e mail messages to third party fax servers for printing 3 8 101 1620 005 System architecture Tracing server A tracing server maintains connections with all voice servers in a voice mail domain and performs the following tasks m Collects the events that are of interest to an administrator for diagnostic purposes for example a Call Waiting state generated by the telephone user interface Writes the events to the operation history database m Periodically creates transactions from the operation history database and writes them to the transaction database m Periodically cleans up expired events from the operation history database and from the transaction database 101 1620 005 3 9 Octel Unified Messenger Concepts amp Planning Guide PBX integration In band signaling Series RS 232 data channel Callers who are forwarded to a voice server can leave a message for the called party without additional intervention This is made possible through the integration of the PBX or Centrex with the Octel Unified Messenger voice server With an integrated voice server callers are greeted by the personal greeting of the called party inviting them to leave a message Integration also provides callers with the option to transfer to another extension if they choose not to leave a message In an inter
86. tem components Client components Telephone access The system components of Octel Unified Messenger are classified in three categories m Client components W Server components m Telephony components The client applications enable subscribers and administrators to access Octel Unified Messenger from the telephone or from their desktop PCs Outside callers interact with Octel Unified Messenger through the telephone to leave voice messages or faxes In addition subscribers can access the following applications through the telephone user interface Octel 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 different fax machine Note Octel Unified Messenger Options can also be accessed from a desktop PC Voice mail system The telephone user interface provides voice mail subscribers with a friendly and easy way to record send reply to or forward voice mail messages Voice mail subscribers can also forward fax messages to other subscribers or to a fax device for printing Exchange e mail system Subscribers can save forward or delete e mail voice and fax messages They can also use the text to speech conversion feature of Octel Unified Messenger to listen to e mail messages over the telephone 101 1620 005 3 5 Octel Unified Messenger Concepts amp Planning
87. to OctelNetTM oo gicus cieni e ea i e i a E a teen teen nee 5 2 OctelNet Messaging Features 0 0 cen een e eens 5 3 Designing an OctelNet addressing scheme 5 4 PrefiX ur t NER Be UEM OE BG tede OE ah eee ae a anh 5 4 Additional digits a coh A EEO ae Ae A aes 5 4 Mailbox lengthz 5 25212 5 2E eI te hoe Mil ok MA Ne ok WN Pi 5 5 OctelNet addressing scheme design 5 5 Addressing OctelNet messages lee mm 5 7 Addressing OctelNet messages from Octel Unified 5 7 viii 101 1620 005 Contents Addressing OctelNet messages to Octel Unified Messenger recipients 5 7 Providing single site interoperability 5 8 Automatic mailbox 5 8 Chapter 6 Connecting with the PBX and establishing security rules Connecting withthe PBX dda age hsb agen dentia Sap bep Basta duel ege 6 2 Establishing s curity rules o o et Espere ee ceptus sot ep bo pt eet 6 3 Access to voice mail domain administration 6 3 Access to subscriber accounts 6 3 Access to subscriber mailboxes 0 ccc cette nent ene 6 3 Appendix A Appendix A Sizing for ports Calculating the numbe
88. ubsidiary of Lucent Technologies All other trademarks belong to their respective owners Printed in the USA U S Government Restricted Rights Notice This software is provided with RESTRICTED RIGHTS Use duplication or disclosure by the Government is subject to restrictions as set forth in subparagraphs c 1 and 2 of the Commercial Computer Software Restricted Rights clause at FAR Section 52 227 19 in the applicable software license agreement pursuant to DFARS 227 7202 3 a 1995 or in 1 11 of the Rights in Technical Data and Computer Software clause at DFARS Section 252 227 7013 OCT 1988 as applicable Unpublished rights reserved under the copyright laws of the United States Contractor Manufacturer is Octel Communications Corporation a subsidiary of Lucent Technologies 1001 Murphy Ranch Road Milpitas CA 95035 7912 USA Preface Overview This guide provides m Guidelines for planning and sizing a new installation A description of the hardware and software components of Octel Unified Messenger m The concepts underlying Octel Unified Messenger including voice mail domains addressing client and server operations and telephony concepts Audience This guide is intended for use by anyone recommending purchasing or installing Octel Unified Messenger Readers should be familiar with the concepts and operation of Windows NT and Microsoft Exchange 101 1620 005 iii Octel Unified Messenger Concepts
89. ve a detrimental effect on the voice server s performance 2 10 101 1620 005 Sizing the system Minimum tracing server requirements For systems with up to 2 voice servers 200 MHz Intel Pentium For systems with more than 2 voice servers 400 MHz Intel Pentium 64 Mbytes RAM Access to a CD ROM drive to install the software Microsoft Windows NT 4 0 with the latest service pack Microsoft Exchange Client software 2 Gbyte free disk space 101 1620 005 Octel Unified Messenger Concepts amp Planning Guide Evaluating the additional load on Microsoft Exchange servers Number of Exchange users Implementing Octel Unified Messenger affects the activity of the Exchange servers and the disk space usage Use the following guidelines to estimate the effect of adding Octel Unified Messenger to an existing Exchange environment Adding Octel Unified Messenger capability to a single Exchange mailbox is equivalent to adding approximately 3046 to the system load that would otherwise be required for that mailbox Adding one line of voice activity to an Exchange server affects Exchange response time in the same way as the addition of 10 medium activity e mail users Generally the load imposed by voice mail usage represents a quarter of the load imposed by e mail usage from the same population This in turn represents a 25 to 30 increase in the required capacity of the Microsoft Exchange servers Example
90. with an average length of 30 seconds each This equals 3 600 call seconds 120 x 30 of busy hour traffic This same number can also be expressed as 60 call minutes 1 Erlang or 36 CCS of busy hour traffic That is 3 600 call seconds 60 60 call minutes 60 1 call hour or Erlang 36 CCS Calculating the amount of busy hour traffic below describes how to calculate busy hour offered traffic in seconds and how to convert to minutes Erlangs or CCS units Standard traffic engineering tables are used to determine the proper number of ports based on busy hour offered traffic Offered traffic is the total 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 offered to the group of ports minus the blocked calls To calculate the total minutes of busy hour offered traffic two variables must be known or estimated m The average number of calls generated during the busy hour This is all calls incoming and outgoing m The average length of a call also known as average hold time AHT usually expressed in seconds or minutes The hold time must include call setup and tear down time Setup time starts from the moment a port is seized that is when ringing starts Tear down time is the time it takes for the port to be available to process another call after a caller hangs up or is disconnected

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