Technical Operating Guidelines

Transcription

1 Technical Operating Guidelines Doc. Version: 8.2 (4) Date: Sep 2011

2 i Technical Operating Guidelines Technical Operating Guidelines i This guide covers the guidelines to be followed when deploying. Since deployment environments and technology related to are always changing, this document will also be updated periodically to reflect the latest trends and guidelines set for the industry. Please ensure that you have the latest version of Technical Operating Guidelines before proceeding with your research and deployment. Contacting ESNA Technologies Esna Technologies Inc. 30 West Beaver Creek Rd., Suite 101 Richmond Hill, ON L4B 3K1 Tel: Fax: Website: For hardware and software support, contact: Tel: techsupp@esna.com For documentation request and feedback, contact: documentation@esna.com Copyright & Trademarks ESNA Technologies Inc. 30 West Beaver Creek Rd., Suite 101 Richmond Hill, ON L4B 3K1 Copyright by Esna Technologies. All rights reserved. Unified Communications Server is made available under the terms of the Esna Technologies Inc. (E.T.I.) license agreement without express or implied warranties of any sort, including, specifically, any warranties relating to the performance or maintenance of the program. While every effort has been made to ensure accuracy, Esna Technologies Inc. will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. Esna software and related documentation may be used only in accordance with the terms of the Esna Technologies Inc. license Agreement and copied only to provide adequate backup protection. Other brands and their products are trademarks or registered trademarks of their respective holders and should be noted as such.

3 Table of Contents ii Table of Contents ii Technical Operating Guidelines... i Contacting ESNA Technologies... i Copyright & Trademarks... i Table of Contents... ii New Features... 8 New User Mailbox Setup Wizard... 8 Mobile Web Client... 9 UNC Storage Location Fax Detection on a Per Mailbox Basis UC Mobile Win Phone 7 Support ShoreTel Support Messages Received into Google Docs Collection UC Mobile Fax Client to fax to SMS Avaya IP Office Support Validation Environment Existing & Upgraded Features Improved Fax Status Reporting Call Manager Pop-Up for Fax Receiving DIVA Fax Board Support New Mitei SDK Phantom DN Support for Toshiba Client Type Characteristics And Deployment Scenarios Desktop Capabilities - Types User Type Comparison With/Without IMAP Integration Minimum Hardware Specifications Client Deployment Scenarios Deployment Scenario 1 - Basic UC Client Manager Usage Deployment Scenario 2 - Integrated UC Client Manager Usage with Outlook Deployment Scenario 3 - Integrated UC Client Manager Usage through Google Gadgets Other Requirements & Limitations Outlook 2003 & Word 2003 Conflict Server Messaging Type Characteristics And Deployment Scenarios Server Synchronization (IMAP TSE) Unified Messaging Deployment Requirements Unified Messaging Capacity Deployment: Basic Unified Messaging Deployment 1 - Basic Unified Messaging via SMTP Forwarding IM using SMTP Forwarding (Scenario 1) Deployment 2 - Basic Unified Messaging with IMAP Pointers IM with IMAP Pointers (Scenario 2) Integrated Messaging: Client Experience & Features Deployment: Advanced Unified Messaging Messaging Configuration (IMAP) Directory Server Microsoft Exchange Configurations MacIntosh Entourage... 40

4 iii Table of Contents Server Specifications ii General Requirements Maximum System Capacity Network Requirements and Specifications TCP/IP ports used by the application Software Requirements Media Support Requirements ANTI-VIRUS Software Installation Disk Fragmentation Management IMAP TSE Gateway Requirements Server Network Requirements Server Integration Requirements Language Support General System Configuration Message Compression and Storage Server Configurations Configurations Fax Only Configuration Test Environment Results Supported Servers Current Models Previous Models (Discontinued by Manufacturer) Server Requirement Q & A What is a RAID 10 system? How about RAID 6 or RAID 5? What speed Hard Drives should we use? What can I do to increase the effectiveness of the RAID system? What is the total storage of a RAID system? Is there a numerical restriction on the RAID system? Can I install on an existing server that is already in use? PBX Specifications Introduction Multiple PBX/Node Support SIP Tested & Verified PBX SIP Direct SIP Gateway Inband SMDI (Out-of-band) software Simplified Message Desk Interface (SMDI) Dialogic Media Gateway T SUPPORTED PROTOCOLS Dialogic Media Gateway E Dialogic Media Gateway High Availability Description Vulnerability of the Single Server System Reliability of the Multi-Server System Multiple Server Multiple PBX System Database Management Failure Scenario Recovery Scenario License Management License Management During Master Server Down Time High Availability Redundancy & Scalability Server Specification... 82

5 Table of Contents iv Configuration Limitation Other Rules and Limitations High Availability Configuration Flow General Configuration Logic Server Specific Configuration Voice Server Settings and Master Server Selection Logs and Reports Virtual Machine Support ii Requirements Virtual Environment Limitations VMware Technology Guidelines VM Environment Feature Comparison Chart Virtual Environment Deployment Example CPU Usage Datastore Latency Disk Usage Rate Network Usage Rate Conclusion Virtual Machine Environment Specification Example Release 8.2 Software Rollout Server Release 8.2 and Options Product Support Requirements Final Note... 97

6 v Table of Contents ii

7 New Features 1 New Features 7 Chapter Summary New User Mailbox Setup Wizard... 8 Mobile Web Client... 9 UNC Storage Location Fax Detection on a Per Mailbox Basis UC Mobile Win Phone 7 Support ShoreTel Support Messages Received into Google Docs Collection UC Mobile Fax Client to fax Avaya IP Office Support... 13

8 8 New Features New Features 1 New User Mailbox Setup Wizard First time users are now presented with a brief tutorial leading them through the setup of their personal mailbox. All new users are prompted to complete the Wizard the first time they login to the system. They will continue to be prompted each time they login until they have completed the Wizard. Choosing to skip the Wizard will offer the option not to see the Wizard again.

9 New Features 9 Mobile Web Client 1 The Web Client is now available for your mobile device. Mobile Web Client provides most of the same functionality as the Web Client does, but not all features are supported. Mobile Web Client can be accessed from your device by visiting your corporation s web site and selecting User Portal from the page provided. You will be prompted to login with your credentials (mailbox number and password) in the same manner as if you were using the full Web Client. Most of the features from the Web Client are available, including the ability to set your current location, access your calendar, administer your account, and send and receive messages. Main Settings General Settings Other Features

10 10 New Features UNC Storage Location 1 The new UNC Storage Location feature allows the administrator to define locations on the network where incoming messages ( , voice, and fax) can be stored outside of the user s mailbox. Locations can be either public (accessible to all users) or private (accessible only to the specified user). Through Web Client, users can also specify which message types are to be copied to the storage location, as well as which location to use.

11 New Features 11 Fax Detection on a Per Mailbox Basis now offers users the option to prevent unanswered fax calls from being sent to their mailboxes. This option is enabled through the Telephony Options section of the Web Client. When a fax call is received, if the call is not answered, can identify the call as a fax and disconnect the call. If the option is not selected, fax messages will be received into the user s mailbox.

12 12 New Features UC Mobile Win Phone 7 Support 1 There are many cellphones, smartphones and tablets available on the market today with different operating systems and capabilities. 8.2 now add Microsoft s Win Phone 7 mobile platform to the list of supported mobile operating systems. ios (iphone/ ipad) Android Blackberry Windows Mobile 6.5 Windows Phone 7 Locations - Location Services/ GPS Integration Company Directory/Groups - Search LanTalk Call History PBX Dialing - Direct Dialing - Call back mobile device - Call back alternate device - PBX Call Control (ECC) - Mobile device contact integration Voice Mailbox Direct Access Faxing Capabilities Multi-languages Auto-login/Auto Re-Connect Background Notifications ios LanTalk Notification ios New Call Notification ios Message Waiting ios 4 + Notification Shake to main menu Landscape Orientation N/A Support Java

13 New Features 13 ShoreTel Support now provides support for ShoreTel brand PBXs. This will permit more corporations with existing phone systems to adopt as their preferred Unified Communications Solution. It also provide more options for new users who are just setting up their system today and choose ShoreTel as their equipment supplier. Messages Received into Google Docs Collection Received messages can now be relayed or forwarded to an existing Google Docs collection. Users can specify which types of messages ( , fax, voice) to send to the Google Docs site, the format to store voice and fax messages in, and any delay before transferring the messages. The collection must be setup, and the necessary permissions established on the system before this option can be used. UC Mobile Fax Client 8.2 adds support for sending and receiving faxes from the mobile client loaded onto Apple s iphone and ipad platforms. to fax A fax can now be sent from virtually any client. Simply by entering Fax= into the TO field of the client, followed by the fax number, 8.2 will recognize the message as a fax and send it to the recipient accordingly. The body of the becomes the title page of the fax, and while any attachments serve as the body of the fax. to SMS An SMS message can now be sent from virtually any client. Simply by entering SMS= into the TO field of the client, followed by the text message address, 8.2 will recognize the message as a text message and send it to the recipient accordingly. Avaya IP Office Support 8.2 can now be integrated with an Avaya IP Office switch. This addition expands the range of Avaya products supported by providing greater flexibility for business technology managers. Validation Environment Platform Tested Versions 8.2 Avaya IP Office 3.x or higher

14 14 New Features 1

15 Existing & Upgraded Features Existing & Upgraded Features 2 15 Chapter Summary Improved Fax Status Reporting Call Manager Pop-Up for Fax Receiving DIVA Fax Board Support New Mitei SDK Phantom DN Support for Toshiba... 18

16 16 Existing & Upgraded Features Existing & Upgraded Features 2 Improved Fax Status Reporting The Fax Status Reporting window has been updated to provide more useful and complete information regarding outgoing and incoming faxes. Incoming, outgoing and completed faxes have each been given their own folder. For the status of each message, some old categories which were not used and have been removed, while new ones have been added and the information they provide has been made more useful. Details now include job number of each fax, who sent it and to whom, when the job was created and completed, and the current status of the call (Initial / Pending / Sending / Sent / Cancelled / Failed-Busy / Failed-No Answer / Failed- Other / Failed).

17 Existing & Upgraded Features 17 Call Manager Pop-Up for Fax Receiving 2 Whenever a call is received, if the appropriate options have been selected, the Call Manager pop-up will appear on your computer screen to tell you the number and, if possible, the name of the person calling. Call Manager provides options to answer the call, answer and record the call, transfer the call and so on. If a call remains unanswered, Call Manager can now identify the call as an incoming fax and redirect the call appropriately. The pop-up will change to indicate that the call is a fax, options to answer the call are removed and the status of the receipt is displayed.

18 18 Existing & Upgraded Features DIVA Fax Board Support 2 now supports the current version of Diva fax boards. These boards provide high throughput with a 100% success rate for faxing large volumes of messages. The Diva boards are also scalable, so when your volumes increase, additional boards can be brought online to handle it. New Mitei SDK The Mitei SDK has been updated to provide support for the latest hardware. Phantom DN Support for Toshiba Support for Phantom DNs has been added for Toshiba PBXs.

19 Client Type Characteristics And Deployment Scenarios Client Type Characteristics And Deployment Scenarios 3 19 Chapter Summary Desktop Capabilities - Types User Type Comparison With/Without IMAP Integration Client Deployment Scenarios Other Requirements & Limitations... 28

20 20 Client Type Characteristics And Deployment Scenarios Client Type Characteristics And Deployment Scenarios 3 Desktop Capabilities - Types Release 8.2 supports a total of three types of desktop capabilities. They are: Unified Communications Users Advanced Unified Messaging Users Basic Unified Messaging Users Following user types will no longer be available for purchase: CTI Users Standard Users For upgrading purposes the table below illustrates how these Users will be managed. User types - Office- LinX 6.X User types - Office- LinX 7.0 User types - Office- LinX 8.2 Mailboxes >> Mailboxes (Standard) >> Mailboxes (Standard) CTI Users >> CTI Users >> CTI Users UM Users >> UC Users >> UC Users New IM Users >> Basic UM New UM Users >> Advanced UM Note: CTI Users and Standard user types are phased out for 8.2. Term based licensing will only have UC, Advanced UM and Basic UM user types. Should a User require outbound fax capability a fax desktop function can be associated with their profile. Fax Desktop capabilities are then available to any kind of user (Note that UC Users already possess fax capability). The following table demonstrates the different types of Users and the features available to each: Features User Type UC Basic UM Adv. UM Standard (phased out) CTI (phased out) Web config. Access (Mailbox Y Y Y Y Y Admministration) Mobility Y 1 N N N Y 1 All clients - Phone, , PC Mobile, Web Access to Contacts Y N N N Y Web client specific Access to Availability filters Y N N N Y Access to Find Me Y N N N Y Access to Assign calls Y N N N Y Access to Locations Calendars Y Y Y Y Y Phone specific Enhanced Call Control Y N N N Y Voice Verification 3 Y N Y N/A N/A Speech Commands Y N Y N Y Speech access to public Y Y Y Y Y contacts Speech access to private Y N N N Y contacts UC Mobile Y N N N Y

21 Client Type Characteristics And Deployment Scenarios 21 3 Features User Type UC Basic UM Adv. UM Standard (phased out) SMS Y N N N Y UC Client manager options Y N N N Y Screen POPS Y N N N Y PIM integration Y N N N Y Instant messaging Y N N N Y CTI (phased out) Presence management Y N N N Y Access to visual directory & Y N N N Y buddy list Desktop Dailing with IP dialer Y N N N Y Call Log window Y N N N Y Desktop SMS (ability to send to Y N N N Y SMS) Synchronized contacts Y N N N Y Synchronized calendar Y N N N Y Inbox Access Web client Administration Y Y Y Y Y Access to Inbox Y Y Y N Y Access to internal messages Y Y Y N Y Access to messages Y N Y N N Access to voice & Fax Y Y Y N Y messages Phone Access Access to VM from Phone Y Y Y Y Y Access to fax messages from Y Y Y Y Y phone Access to messages Y N Y N N from phone Synchronization mode IMAP Pointers Y Y Y Y Y Forms Y Y Y N Y IMAP TSE Y N Y(Messages N N only) Contacts Y N N N N Outbound Desktop Faxing Y 1 Optional Optional Optional Optional Capabilities (ODFC) Print faxes from your desktop Y 1 N N N N Other Features Transcription 2 Y N Y N N Send URL (WebLink) Y Y Y N N Note: Fax Desktops enable all users (except UC Users - capability included) to fax out from their desktop Note1 : Mobility feature requires a Mobility system service license. Faxing capabilities requires Outbound Fax Server system license. Note2 : Transcription requires separate licenses be activated, which is separate from user type requirements. Note3 : Voice Verification is only available on term based licenses and has a dependency on speech recognition services.

22 22 Client Type Characteristics And Deployment Scenarios User Type Comparison With/Without IMAP Integration 3 The following table demonstrates the different types of Users and the features available to each: Features User Type Description Adv. UM without IMAP Web config. Access (Mailbox Admministration) Mobility Follow Me Services Find Me Services Enhanced Call Control Ability for users to manage their mailbox settings through a personal web portal Ability to assign various numbers to your profile and location (one active number per profile) Ability to assign and have multiple numbers assigned per profile (sequential or broadcast call) Ability to hold, transfer and handoff calls on any device All clients - Phone, , PC Mobile, Web Access to Contacts Enabling personal contacts to be stored in your profile, to allow dialing and live reply to messages from the web or phone Web client specific Access to Availability filters Filter calls based on contacts, directory and phone numbers Access to Find Me Ability to configure and manage Find Me services via personal web portal Access to Assign calls Ability assign mailbox routing to another person Access to Locations Calendars Phone specific Speech access to public contacts* (requires appropriate Speech rec ports provisioned) Speech access to private contacts UC Mobile SMS (requires SMS license enabled) UC Client manager options Screen POPS PIM integration Ability from the web to schedule your location call routing Ability to search public contact directory by speech recognition to initiate a live call or send a voice e- mail Ability to search private contact directory by speech recognition to initiate a live call or send a voice e- mail Unified Communications client which may be downloaded to users mobile or smart phone Ability to send SMS via web, UC desktop client or mobile client Unified Communications software that can be run from Windows, Mac OS and Web (gadget) Active call control indication on incoming calls Ability to pop records from external applications (Outlook, Maximizer, ACT!, Salesforce.com, MS Dynamics, Custom API) Adv. UM with IMAP UC without IMAP Y Y Y Y Y Y Y Y N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y Y Y Y Y Y Y Y Y N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y UC with IMAP

23 Client Type Characteristics And Deployment Scenarios 23 3 Features User Type Description Adv. UM without IMAP Instant messaging Presence management Access to visual directory & buddy list Desktop Dailing with IP dialer Call Log window Synchronized contacts Synchronized calendar Inbox Access Web client Administration Access to Inbox Access to messages Phone Access Access to VM from Phone Access to fax messages from phone Access to messages from phone Synchronization mode IMAP TSE Contacts Secure internal instant messaging between UC Clients (desktop, mobile, web gadget) Ability to view and manage status, availability and location over the phone, UC Clients (desktop, mobile, web gadget), Web Client, and federate presence with supported applications (GTalk, Skype, MSN, OCS, Outlook) View corporate directory and personal workgroups from UC Clients (desktop, mobile, web gadget) and view live presence Ability to do click to dial from any Windows based application or browser and web gadget View live call history (from UC Clients, Web Client, inbox) Ability to have contacts synchronized with your existing e- mail platform contacts (MS Exchange, Google Apps) Ability to have calendar synchronization with your existing platform contacts (MS Exchange, Google Apps) to enable presence based routing and voic Ability to administrate mailbox from personal web portal Ability to check voice and fax mail from personal web portal Ability to check from personal web portal (requires IMAP to be enabled) Ability to check voice messages over the phone Ability to check, print or forward fax messages over the phone Ability to check over the phonel (requires IMAP to be enabled) Ability to synchronize inbox with voic inbox with secure IMAP synchronization Ability to have contacts synchronized with your existing e- mail platform contacts (MS Exchange, Google Apps) Adv. UM with IMAP UC without IMAP N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y N N Y Y Y Y Y Y Y Y Y Y N Y N Y Y Y Y Y Y Y Y Y N Y N Y N Y (Message s only) N Y N N Y Y UC with IMAP

24 24 Client Type Characteristics And Deployment Scenarios 3 Features User Type Description Adv. UM without IMAP Calendar Outbound Desktop Faxing Capabilities (ODFC) Other Features Ability to have calendar synchronization with your existing platform contacts (MS Exchange, Google Apps) to enable presence based routing and voic Ability to have calendar synchronization with your existing platform contacts (MS Exchange, Google Apps) to enable presence based routing and voic Note: Fax Desktops enable all users (except UC Users - capability included) to fax out from their desktop Note: Voice verification has a dependency on speech recognition services. Adv. UM with IMAP UC without IMAP N N Y Y N N Y Y Transcription 2 Y Y Y Y Send URL (WebLink) Y Y Y Y UC with IMAP Note2 : Transcription requires separate licenses be activated, which is separate from user type requirements.

25 Client Type Characteristics And Deployment Scenarios 25 Minimum Hardware Specifications 3 A client workstation should meet the following minimum hardware specifications: Multimedia PC (sound card + speakers for multimedia playback) Pentium 4 processor (2.0 GHz) 512 MB of RAM Note: These specifications should be adjusted accordingly depending on other applications that may be running alongside end user applications. In addition to these specifications the client workstations must also be running the following software applications: Internet Explorer 6.0+ or Mozilla Firefox 3.0+ or Apple Safari 4.0+ or Google Chrome 3.0+ A media player that can play GSM-compatible WAV files or MP3 Windows XP / Vista Business Edition / Windows 7 Outlook 2002 or greater (for Outlook Plug-in only) When utilizing the plug-ins for UC Client Manager (e.g. Outlook Plug-in) please keep in mind that the client machine will have to simultaneously run both the UC Client Manager and the software that the plug-in is integrating with. When looking at the Outlook Plug-in as an example, Microsoft requires minimum of 256MB of ram for the Microsoft Office Suite 2008 and the requirement increases depending on the features that the user employs from the suite. This means that Microsoft's requirements must be added to the UC Client Manager's requirements in order for them to function properly. Please consider exactly how the user will utilize UC Client Manager when deploying the software to client machines. Like most applications UC Client Manager only uses resources when necessary. When the user has the UC Client Manager window minimized, it will require less resourced. When the UC Client Manager is opened, and the user has numerous windows opened (e.g. LanTalk window, Call Control window, Directory window, etc.), the application will use more resources. So when you are deploying the application to a client machine, please consider the user's habits and general usage estimates as well. When you consider the responsiveness and speed of the UC Client Manager application, users that require heavy usage will need additional hardware resources to experience the same level of performance as light users. Since UC Client Manager requires an internet and/or network connection to communicate with the server, having no or very low network resources available on the client machine may prohibit proper functionality. While UC Client Manager does not require significant amount of network resources, if another application is using up all or most of the resources, UC Client Manager may fail to communicate with the server when called upon.

26 26 Client Type Characteristics And Deployment Scenarios Client Deployment Scenarios 3 Note: All users who wish to utilize Web Client along with UC Client Manager must also have a compatible web browser installed to enjoy all functionality. Please refer to the Web Client requirements section for detailed information. Deployment Scenario 1 - Basic UC Client Manager Usage If the user only requires core functionality of UC Client Manager (e.g. LanTalk, Call Control) and no additional plugins, the following setup will prove to be sufficient. Multimedia PC (sound card + speakers for multimedia playback) Pentium 4 processor (2.0 GHz) or greater 512 MB of RAM Note: Deployment Scenarios assume that the user's computer does not run any other resource intensive software while utilizing UC Client Manager unless mentioned specifically within the scenario. The user should not experience any significant delays while using their computer. All notification, messages and UC Client Manager windows should appear almost instantly under these conditions. Basic applications such as web browsers may be used without significant effect on performance, which means that Web Client can be loaded without any difficulties. Deployment Scenario 2 - Integrated UC Client Manager Usage with Outlook If the user requires core functionality of UC Client Manager (e.g. LanTalk, Call Control) along with Microsoft Outlook plug-ins, the following setup will prove to be sufficient. Multimedia PC (sound card + speakers for multimedia playback) Pentium 4 processor (2.0 GHz) or greater 512 MB of RAM + 256MB RAM for Outlook Note: The RAM requirement for Microsoft Office Suite varies greatly depending on what the user needs. If the user is only using Outlook from the entire suite, only 256MB of extra RAM is required on top of UC Client Manager's own requirements. Note: Deployment Scenarios assume that the user's computer does not run any other resource intensive software while utilizing UC Client Manager, unless mentioned specifically within the scenario. The user should not experience any significant delays while using their computer. All notification, messages and UC Client Manager windows should appear almost instantly under these conditions. Basic applications such as web browsers may be used without significant effect on performance, which means that Web Client can be loaded without any difficulties. Since the Outlook tool bar contains all the major features of UC Client Manager, the user may have the UC Client Manager window minimized for better desktop management. However, minimizing will not reduce the resources that UC Client Manager uses since the Outlook plug-in will always be active in its place. This ensures proper response time of the software at all times by eliminating the need for the application to reallocate the resources that it requires every time it becomes active.

27 Client Type Characteristics And Deployment Scenarios 27 Deployment Scenario 3 - Integrated UC Client Manager Usage through Google Gadgets 3 If the user already uses Google Desktop, the user may opt to install the Google Gadget version of UC Client Manager which has all the basic functionality of UC Client Manager. This will allow the user to reduce the amount of software installed on their systems, allowing for a more efficient approach to application distribution. By adding onto an existing application platform, the user will be able to adapt to the application better since the GUI will not be entirely foreign. For Google Gadget deployment, the following setup will prove to be sufficient. Multimedia PC (sound card + speakers for multimedia playback) Pentium 4 processor (2.0 GHz) or greater 256MB of RAM + 256MB of RAM for Google Desktop Note: If Google Desktop has numerous gadgets installed, additional resources may be required. Note: Deployment Scenarios assume that the user's computer does not run any other resource intensive software while utilizing UC Client Manager, unless mentioned specifically within the scenario. The user should not experience any significant delays while using their computer. Basic applications such as web browsers may be used without significant effect on performance, which means that Web Client can be loaded without any difficulties.

28 28 Client Type Characteristics And Deployment Scenarios Other Requirements & Limitations 3 Outlook 2003 & Word 2003 Conflict Please be advised that employing Word 2003 as Outlook 2003 s text editor comes with a downside. Should the User select this option the Outlook toolbar "Record at", which gives the User the ability to reply to an with a voice message, will not be available. Employing Word 2003 as your text editor in conjunction with Outlook 2003 and blocks the "Record at" toolbar in Outlook. Employing Outlook as your text editor is a trouble-free option.

29 Server Messaging Type Characteristics And Deployment Scenarios Server Messaging Type Characteristics And Deployment Scenarios 4 29 Chapter Summary Server Synchronization (IMAP TSE) Deployment: Basic Unified Messaging Deployment: Advanced Unified Messaging Messaging Configuration (IMAP) Microsoft Exchange Configurations MacIntosh Entourage... 40

30 30 Server Messaging Type Characteristics And Deployment Scenarios 4 Server Messaging Type Characteristics And Deployment Scenarios Server Synchronization (IMAP TSE) Unified Messaging Deployment Requirements Deployment of Unified Messaging into an system is limited to tested and verified server environments. Please refer to the chart below to determine if a site is compatible for UM deployment. Server Requirements Contact Sync Exchange 2003 Configure to be compatible with, enable Y IMAP4 Exchange 2007 Exchange 2010 Google Apps Gmail Configure to be compatible with, enable IMAP4 Note: SP2 installation recommended for full functionality Configure to be compatible with, enable IMAP4 Configure to be compatible with, enable IMAP4 VMware Zimbra Zimbra Collaboration Server 6 Configure to be compatible with, enable IMAP4 Lotus Notes Lotus 6.5, 7.0, 8.0 Configure to be compatible with, enable IMAP4 Groupwise Groupwise 6.5 SP2, 7.0, 8.0 Configure to be compatible with, enable IMAP4 and GWIA Enable TCP/IP Service on the network For configuration over 500 users, used direct connection between IMAPTSE and the Groupwise server is required for adequate performance. Calendar Sync Y Comments Y Y Base version without service packs will lack functionality Y Y Y Y OAuth performs Super User function N N Zimlet support for both web and dektop client N N N N Note: IMAP TSE is based on IMAP4 standards. Other servers with this same capability may function correctly but take note that they have not been validated by Esna. s IMAP TSE gateway can now utilize high performance pace (HPP) mode when connecting to an Exchange server. The HPP mode uses an event-driven model to communicate information changes between the Server and the Exchange server. This is in contrast to the polling model used in previous releases which continues to be used in the current release with non-exchange servers (i.e. Lotus Domino or Novell Groupwise). The default setting for HPP mode is enabled. To turn it off it is necessary to go to the IMAP Tester utility. The benefit of using the HPP mode is a significant reduction in CPU usage on the Server. When a voic message is received by the Server the MWI on the user s telephone is extinguished. When the message from the phone or Web Client is read the MWI is no longer lit. Unified users with access to all their phone and messages may notice a slight delay before their MWI is extinguished when accessing their messages via their client (Outlook, Lotus Notes, etc). This delay is very short and can be modified based on individual user priorities and on how many users are in the feature group. The following tables indicate MWI behaviour in a controlled environment. The following data reflects traffic with inbox-only synchronization with a maximum message count of 250 messages in the inbox. Please keep in mind that using HPP mode will ignore the priority assigned to mailboxes, which means that the following information does not apply to HPP systems. All data provided were tested in version 7.1 of.

31 Server Messaging Type Characteristics And Deployment Scenarios UC User Scenario Total Number of Priority Assigned Time to Extinguish MWI after VM Users in Each message read in Client Feature Group Average Time 100 Maximum 16 sec 4 Max No. of Mailboxes synchronized per cycle = 5 Number of Messages Sent Per Sync Cycle = UC User Scenario Total Number of Priority Assigned Time to Extinguish MWI after VM Users in Each message read in Client Feature Group Average Time 100 Maximum 24 sec 100 Medium 44 sec 50 Minimum 24 sec Max No. of Mailboxes synchronized per cycle = 10 Number of Messages Sent Per Sync Cycle = UC User Scenario Total Number of Priority Assigned Time to Extinguish MWI after VM Users in Each message read in Client Feature Group Average Time 100 Maximum 24 sec 200 Medium 85 sec 200 Minimum 252 sec Max No. of Mailboxes synchronized per cycle = 10 Number of Messages Sent Per Sync Cycle = 50 1,000 UC User Scenario Total Number of Priority Assigned Time to Extinguish MWI after VM Users in Each message read in Client Feature Group Average Time 100 Maximum 24 sec 200 Medium 85 sec 700 Minimum 339 sec Max No. of Mailboxes synchronized per cycle = 10 Number of Messages Sent Per Sync Cycle = 50

32 32 Server Messaging Type Characteristics And Deployment Scenarios 5,000 UC User Scenario Priority Assigned Total Number of Users in Each Feature Group Average Time 150 Maximum TBD 250 Medium TBD 4600 Minimum TBD Time to Extinguish MWI after VM message read in Client 4 Max No. of Mailboxes synchronized per cycle = 10 Number of Messages Sent Per Sync Cycle = 50 10,000 UC User Scenario Priority Assigned Total Number of Users in Each Feature Group Average Time 200 Maximum TBD 400 Medium TBD 9400 Minimum TBD Max No. of Mailboxes synchronized per cycle = 10 Number of Messages Sent Per Sync Cycle = 50 Note: When synchronizing (mailbox) inboxes containing more than 10,000 items, the system performance will be adversely affected until all such items are synchronized. Note: User Scenario for 5,000 and 10,000 users will be provided in the near future. Unified Messaging Capacity Time to Extinguish MWI after VM message read in Client The following chart illustrates the capacity of TSE server on a UM environment. Capacity Maximum number of total users on system 20,000 Maximum number of UC users on system 10,000 Maximum Number of users for 1 TSE Server 5,000 Maximum Number of users for 2 TSE Servers 10,000 Maximum Number of users for 3 TSE Servers 15,000 Maximum Number of users for 4 TSE Servers 20,000

33 Server Messaging Type Characteristics And Deployment Scenarios 33 Deployment: Basic Unified Messaging 4 Integrated Messaging is a unified view of all messages in a user's client. There are two (2) methods of deploying Basic Unified Messaging: Deployment 1 - Basic Unified Messaging via SMTP Forwarding In this deployment forwards received voice and fax messages to an SMTP* compliant server. All message types are stored on the server and the user is given a single view in their client. Note: Simple Mail Transfer Protocol (SMTP) is a TCP/IP protocol used to send and receive . SMTP is limited in its ability to queue messages at the receiving end, however, it is usually used with POP3 or IMAP. You can record voice mail responses from your PC desktop and either have these responses sent via or forwarded to others. You also have the option of responding to a voice mail with a simple . Note: As the reply destination would be the user's mailbox and not that of the original sender the 'Reply' feature is not available. You respond to a voice message from Outlook via the 'Forward' feature, by keying in your response and selecting a recipient from the Global Address List. By this method both the original voice message and the response is sent back to the original sender. Note: The toolbar plug-in (Outlook only) is required to enable the recording of voice replies to voice messages from . A plug-in is available (Outlook and Lotus Notes users only) that synchronizes read marks back to the Server (for accurate MWI). The plug-in also allows you to record voice messages from your PC using the PC microphone and gives you access to the Delete Message button which deletes the message from both the Office- LinX Server and Lotus Notes client. Please refer to the Outlook 2003 & Word 2003 Conflict section on page 28. Deployment 1 is ideal for PC-centric deskbound users who want to retrieve their messages via their client. Such users do not typically need to check their voice messages by telephone. They may access this option if the voice messages are copied and sent to the server rather than deleted from the Server. SMTP forwarding may be deployed in the following environments: Exchange 2003/2007/2010 Lotus Notes 6.5, 7.0, 8.0 VMware Zimbra Collaboration Server 6 First Class IMail Infolink SLMail GroupWise 6.5, 7.0, 8.0 SendMail Mercury Mail Gmail (Google Apps) The server must be configured to accept attachments (WAV attachments specifically) and the client PC must have a media player installed that can play GSM compressed WAV files (i.e. Windows Media Player). Warning: Users of SMTP forwarding should make careful use of the Delete after Forward option. If this option is selected messages are permanently deleted immediately after being forwarded to the designated address. In the event of a failure to deliver the message (receiving server is down, mailbox is full, invalid address, etc), an "undeliverable mail" message will be received in the inbox on the Server. Although the forwarded message will still be accessible from the Sent folder the WebClient application must be used to access this folder (by the user or the System Administrator) and retrieve the message.

34 34 Server Messaging Type Characteristics And Deployment Scenarios 4 Voice LAN PSTN TOL Server Voice and fax messages are deposited directly in TOL Server, then forwarded to the Server via SMTP Server PBX IM using SMTP Forwarding (Scenario 1) TOL user logs directly into E- mail server to access all messages

35 Server Messaging Type Characteristics And Deployment Scenarios 35 Deployment 2 - Basic Unified Messaging with IMAP Pointers 4 In this deployment separate message stores are used (one for , one for voice/fax mail) using IMAP "pointers" configured from the client to each store. From this scenario a single desktop view of all message types is provided. IMAP allows you to access messages (from two separate data stores) from a single client. By viewing the messages from where they are stored the load is dramatically lowered on the existing server. Instead of being stored the voice messages are managed on the voic server. You typically have a separate folder in your client for each message type ( /voice/fax). You can view the header with sender information and then decide whether or not to download the voice message by clicking on the message. The mail client requires constant access to the Server when the user is accessing voice messages. As the Server is the only server receiving voice messages and controlling the MWI, this deployment scenario gives accurate message waiting lights for voice messages. IMAP Pointers are deployable in the following client environments: Outlook 2002 / XP / 2003 / 2007 / 2010 VMware Zimbra Collaboration Server 6 GroupWise 6.5, 7.0, 8.0 Thunderbird 2.0 Eudora 7.0 Gmail (Google Apps) Voice PSTN TOL Server LAN Server messages stored in the mail server User accesses voice and fax messages via telephone User logs directly into server to access PBX User accesses TOL server via IMAP to access voice messages IM with IMAP Pointers (Scenario 2)

36 36 Server Messaging Type Characteristics And Deployment Scenarios Integrated Messaging: Client Experience & Features 4 There will be different types of features available depending on the type of client software that the end users have along with. You may also utilize as the mail server without having to use a separate mail server. The features available will also vary depending on which mail server you utilize. Integrated Messaging Client SMTP/POP via Outlook XP/2003/ 2007/2010 GroupWise 6.5, 7.0, 8.0 Message status can be synchronized with server when using Outlookg plug-in along with UC Client Manager. MWI will be accurate in this situation. The messages can be pulled from server but no status will be synchronized between client and server. IMAP via Since you are accesing messages directly from server, message status and MWI will be in sync between client software and the server. Since you are accesing messages directly from server, message status and MWI will be in sync between client software and the server. Features Available Folders Inbox only. 2 folders for and Voice Mail. Message store Voice mail stored in Messages are stored on the server. If auto-delete is server. If configured. If messages are replication is used, a local not deleted automatically copy on user s client upon forward, a copy may also be created. remains on the server. Plug-in for UC Client Manager Configure required at client desktop Contact Sync Calendar Sync Available for Outlook and Lotus Notes only. Provides Read mark synchronization and Voice Delete button to ensure sync of voice messages & MWI when using SMTP forwarding. Installation of UCCM, activation of plug-in. Configure mail server with required settings. There is no contact sync between and client software. Calendar entries can be pushes to server through UCCM plug-in. Not required (optional for added functionality). Configure mail server with required settings. There is no contact sync between and client software. Calendar entries can be pushes to server through UCCM plug-in. Third Party IMAP Server + IMAP TSE sync Both message status and MWI will be fully synchronized. Both message status and MWI will be fully synchronized. Multiple folder sync possible depending on mail server. Messages are stored on the mail server and can also reside on side depending on the settings. Not required (optional for added functionality). Configure mail server with required settings. Contact synchronization can be achieved for Exchange and Google Apps mail server sync. Calendar synchronization can be achieved for Exchange and Google Apps mail server sync.

37 Server Messaging Type Characteristics And Deployment Scenarios 37 Deployment: Advanced Unified Messaging 4 Unified messaging is a unified view and single point of management for phone, web, and messages. IMAP TSE (Transparent Storage Engine) Gateway The IMAP TSE gateway connects directly to the current server for synchronized message access. servers currently supported include Exchange 2003 /2007 / 2010, Lotus Notes 6.5 / 7.0 / 8.0 and GroupWise 6.5 / 7.0 / 8.0, Gmail (Google Apps) and Zimbra Collaboration Server 6. Note: When used with Novell GroupWise 6.5 / 7.0 / 8.0, the computing environment must support TCP/IP services. Server does not support IPX-based networking. IMAP TSE polls the messaging servers on a schedule determined by the System Administrator. At the time of the poll, actions and changes are synchronized. Although polling activity on the Server does use a lot of CPU resources the service is low priority and uses CPU resources only as they become available. Any time another service or process requires CPU resources the polling service releases the needed resources. The preceding applies to Lotus Notes and Groupwise. As for Exchange 2003/2007/2010 please refer to IMAP TSE/ Server Contact Synchronization. Stores Fax and Voice messages, stores all message headers TOL Server IMAP TSE Polls database through IMAP4 protocol to constantly update header information User logs directly into server to access all message types IMAP4 server Stores all messages Voice, Fax, IMAP TSE polling updates header information on the telephony database to control message light and update message counts. LAN Telephone Access TOL server uses IMAP TSE to access voice, fax and messages. headers are stored in TOL server and are downloaded as required, for TTS access PBX IMAP TSE Deployment

38 38 Server Messaging Type Characteristics And Deployment Scenarios Messaging Configuration (IMAP) 4 This section helps you construct a configuration of an Esna Messaging solution when using IMAP as the protocol to retrieve messages from the mail server. The material presented here is applicable to the following servers: Exchange 2003/2007/2010 Groupwise 6.5, 7.0, 8.0 Lotus Notes 6.5, 7.0, 8.0 Gmail (Google Apps) Zimbra Collaboration Server 6 This section uses the following criteria: number of users traffic voice mail traffic Note: The ratio of voice mail users to UC users is NOT considered relevant to this configuration. Software IMAP TSE Server OS Minium Specifications Windows XP Windows Server 2003 SP1/R2 Windows Server 2008, Windows Server 2008 R2 Windows 7 IMAP4 compatible mail server IMAP services enabled on the server The IMAPTSE Gateway only uses IMAP RFCs listed as supported by Microsoft for the Exchange mail server. These listings can be found online at: The IMAP TSE Gateway acts as a group of IMAP4 clients to connect to the messaging storage server to perform synchronization activities for. User name and password (with permission) so that UC can access user accounts on existing mail server The Server must be IP-addressable from Clustered Exchange servers are supported It is recommended that the environment is fully operational before Server is implemented It is recommended that IMAP services are installed and fully operational before deploying with the IMAP TSE Gateway In cases of +500 UC users the IMAP TSE should be installed on a server separate from the Server (Distributed model) There must be a free IMAP port available between the and servers. In addition, a TCP/IP connection must be available between the LDAP,, and servers. IMAP TSE supports a maximum of 5,000 users per server Directory Server User imports can be configured with any LDAP-compliant directory services LDAP upload utility can also be used to import delimited text files

39 Server Messaging Type Characteristics And Deployment Scenarios 39 Microsoft Exchange Configurations 4 Although Exchange can be in Mixed mode, an additional IMAP TSE Gateway must be purchased for each separate Exchange Server (i.e. non-clustered). Active Directory in Mixed mode is supported The IMAP TSE Gateway does not work directly with the Exchange store, but uses standard IMAP4 protocol to access mailboxes, folders and messages contained within the message store. UC deployments cause a considerable increase in transaction log activity on the Exchange Server. Make sure you have enough available hard disk storage space for additional logging. The general rule (how much space required for logging after UC implementation) is twice your current logging storage requirements In order to perform synchronization with the mail store the IMAP TSE Gateway will connect to the Exchange server which will increase overall system traffic. This in turn can cause an increase in the amount of transaction logs generated by Exchange. In addition the IMAP TSE Gateway will increase the size of the message store within Exchange because accessing any message over IMAP triggers the creation of a copy of the message converted from the native Exchange representation to what is deemed suitable for IMAP4. This cached copy is created automatically by Exchange in order to improve the performance of IMAP operations. This, in combination of with the above, results in a higher growth rate of transaction logs. These increases are discussed at the following online links: The structure of the.stm (storage database, part of the message store used for IMAP) and set of operations recorded into the transaction logs while working with the.stm might be different from operations with the.edb (standard part of the message store). Make sure your Exchange Server meets Microsoft's recommended minimum specifications prior to deploying UC.

40 40 Server Messaging Type Characteristics And Deployment Scenarios MacIntosh Entourage 4 To allow MacIntosh Entourage (version: Entourage 2004 as provided through Microsoft Office 2004 for MacIntosh running on OS X Panther) to function alongside the following modifications must be made: With regards to using IMAP pointers and securing the best configuration for them: 1. Create an IMAP account and point it back to the system. 2. Edit the properties of the account as required and click the Options tab. 3. Deselect the checkbox "Always download complete message body". 4. Deselect the checkbox "Partially receive messages over" and enter 200 KB in the appropriate field To play WAV file attachments using QuickTime (rather than ITunes as OS X would prefer): 1. Save a WAV file to disk. 2. Highllight the WAV file on the local computer. 3. Click on the File Menu. 4. Click Open With. 5. Click Other. 6. In the lefthand window, highlight Applications. 7. In the righthand window, scroll down to QuickTime Player and highlight. 8. Select the checkbox, "Always Open with". The preceding steps will integrate Entourage with. A playback bar will appear in the mail client providing stop, play, rewind, fastforward and volume control functionality. Undertaking a straight integration with Exchange, the Entourage will behave as described above by default. All that is required is the creation of an Exchange account. Entourage 2004 will also allow for a simultaneous Exchange account and an IMAP pointer account (as in Outlook 2003 / XP) and is set up through the regular account creation process.

41 Server Specifications 5 Server Specifications 41 Chapter Summary Network Requirements and Specifications Software Requirements IMAP TSE Gateway Requirements Server Network Requirements Server Integration Requirements Language Support General System Configuration Fax Only Configuration Supported Servers Server Requirement Q & A... 63

42 42 Server Specifications Server Specifications 5 General Requirements Maximum System Capacity Feature Capacity Company Directory 40, 000 entries Voice Mailboxes 40, on Distributed Server 20, on Standalone Server Unified Messaging Users 10, on Distributed Server 1,000 - on Standalone Server Voice Channels 48 ports - SIP with Iwatsu ECS 100 ports - SIP integration, per voice server 800 ports - High Availability Environment * High Availability release date for release 8.2 is TBA Text to Speech Ports 64 ports Automatic Speech 64 ports Recognition Extension Dialing Unlimited Number of Tenants 999 Note: Depending of the level of functionality desired, the appropriate license has to be purchased. Purchase of itself is insufficient. Note: is a dedicated application which should only be installed as a primary application on any server. Sharing system resources with other application may prohibit proper functionality of.

43 Server Specifications 43 Network Requirements and Specifications 5 can exist as a standalone server on a local area network which allows for network-based user and system administration. For proper deployment, connect the server to your network via the 100 baset NIC interface and then boot up the server. Warning: You can only have maximum of 2 network cards installed in a single server computer. Note: The server must be provided with sufficient administrative rights to the network so it can co-exist as another workstation on your local area network. For more information contact your LAN Administrator. Note: server does not support IPv6 and is only compatible with IPv4. If the server is to access the internet, a secondary source (e.g. router, hub, etc.) which utilizes IPv6 may be used. For internal traffic, everything must be configured through IPv4. The following is an example of how can be configured within an organization s network. By having a network infrastructure as shown here, you can ensure the functionality of server within the organization while protecting all assets through the necessary security measures (e.g. firewall) from internet or other external connections. Before installing the system you must have the following software installed: Supported OS: Windows XP (SP2) Windows Server 2003 R2 Enterprise Edition, SP1 Standard Edition Windows 7 Ultimate, Professional, Enterprise (32 bit) Windows Server 2008 (32 bit)

44 44 Server Specifications TCP/IP ports used by the application 5 Port Required Application/Component Comments 21 Integrated Fax FTP File Uploading 25 VPIM SMTP 80 Web Client SRM 110 POP3 143 IMAPTSE /Contact/Calendar Synchronization 389 LDAP Connector 443 Web Client (SSL connection) SRM (SSL connection) 993 IMAPTSE /Contact/Calendar Synchronization (SSL connection) 2439 Sybase Mobilink 2638 Sybase 8201 UC Nuance Loader UC Nuance Loader Manager UM Monitor UC Client Manager UMST UC Mobile ASR Distributed Environment PEX Server port used for file transfers port used for simple mail transfer

45 Server Specifications 45 Software Requirements 5 Refer to the following table for the minimum software requirements to run the Office- LinX server: Software Version OS Microsoft XP Professional SP2 32 bit Windows Server 2003 Standard SP1 32 bit Windows Server 2003 R2 SP2 32 bit Windows 7 Ultimate 32 bit and 64bit Windows 7 Professional 32 bit and 64bit Windows 7 Enterprise 32 bit and 64bit Windows Server bit and 64bit Windows Server 2008 R2 ASR Nuance 8.5 TTS RealSpeak 4.0 or 4.5* Note: The RAM requirement for with speech-enabled Auto Attendant is 2GB of RAM for one (1) language and another 512MB of RAM for each additional language. *Note: Windows 2008 only supports RealSpeak 4.5. Note: Each version of Microsoft Windows requires different features and/or services to be activated before installing. Please refer to the Server Install Guide for details on each OS s requirements. Media Support Requirements If you wish to utilize additional media support within the server (e.g. MP3 support for voice mail, PDF support for fax), you must install the necessary components on the server so that the file formats can be recognized. Please refer to the chart below for requirement examples. File Format Application Required Comments MP3 Windows Media Player Windows Media Player version 10 or higher for Windows Server 2003 or XP. Windows Media Player version 11 or higher for Windows Server 2008 or 7. PDF Adobe Acrobat Reader Requirement is the free version of Acrobat Reader, not the paid version of publishing application. DOC, DOCX Microsoft Office Note: The Remote Printer feature of can be used to redirect printer/fax traffic to another computer that already has the necessary licenses installed. Please refer to chapter 24 of the Feature Guide. ANTI-VIRUS Software Installation has only been validated with Norton Anti-virus Corporate Edition. Other anti-virus software applications that have been installed with are: McAfee VirusScan BitDefender Note: Please ensure that, after installing your antivirus program, the UC folder and all of its subfolders are excluded from the scan. Scanning the UC folder can significantly decrease the performance of.

46 46 Server Specifications Disk Fragmentation Management 5 Sites with significant amount of traffic and messages may be prone to fragmentation of the hard disk which can lead to reduced performance. In order to prevent this, you must install and configure fragmentation management software such as Diskeeper which can be scheduled to run primarily during off hours. Any system with 24 channels or higher must have this utility available in order to meet the performance targets.

47 Server Specifications 47 IMAP TSE Gateway Requirements 5 In order to use IMAP TSE, the IMAP mail server must support the following standards: IMAP4Rev1 (RFC2060) - IMAP4 standard IMAP4 UIDPLUS extensions (RFC2359) - extensions to IMAP4 standard for handling message IDs Unified Messaging integrates with MS Exchange 2003 / 2007 / 2010, Groupwise 6.5 / 7.0 / 8.0, Lotus 6.5 / 7.0 / 8.0, Gmail (Google Apps) and Zimbra Collaboration Server 6. IMAP services enabled on the server IMAP services must be installed and fully operational prior to deploying with the IMAP Gateway MS Exchange 2003 / 2007 / 2010 should be operational ahead of time if Unified Messaging is desired User name and password (with permission) so UC can access user mailboxes on existing mail server Free IMAP TCP/IP port available between the and server

48 48 Server Specifications Server Network Requirements 5 Networking requirements depend on what configuration and traffic load the system will bear. In most cases 100 Mbps (minimum 100BaseT) will suffice between the, IMAP TSE and the servers. In larger (500+ UC user) configurations a 1 GB network connection between the and servers is required. In such cases a 1GB layer 2-switch between all servers is also required. The Server can exist as a network-connected server on a LAN allowing for network-based user and system administration.

49 Server Specifications 49 Server Integration Requirements 5 Server can be a voic -only system although most deployments will involve some degree of functionality. Refer to Server Messaging Type Characteristics And Deployment Scenarios on page 29 in this document for more information on the possible system deployment scenarios.

50 50 Server Specifications Language Support 5 Refer to the following table for details on the languages supported by in Release 8.2: Features Language NA English NA French NA Spanish British English Dutch German Italian EU French Voice Prompts Y Y Y Y N N N Y Text to Speech Y Y Y Y Y Y Y Y System Admin Y N N N N N N N UC Client Manager Y Y Y Y N N N Y Web Client Y N N N N N N N End User Y N N N N N N N Documentation Admin Y N N N N N N N Documentation ASR Y Y Y Y Y Y Y Y The Installation Pack includes a second DVD containing all available languages. Please note that in order to use these languages, additional licenses will have to be acquired.

51 Server Specifications 51 General System Configuration 5 Message Compression and Storage Depending on which deployment scenario you select, messages may be stored on the Server, on the Server or both. For more information on deployment scenarios visit Deployment: Basic Unified Messaging on page 33. It is very important that you know the message storage requirements of your particular environment. The following factors will affect this calculation: days to keep read messages days to keep unread messages message format used maximum message length maximum number of messages allotted for per user (inbox only) number of Unified Messaging users (must account for on the Server) The message format is the factor used to calculate storage capacity as the format determines the size of the actual messages. ADPCM32 and WAVGSM are the two most commonly used message formats. Normally, voic -only users are configured to use ADPCM32, while Integrated and Unified Messaging users typically use WAVGSM. File Format kbytes/sec kbytes/min MB/hour ADPCM OKI 32 (4bit) G.726 ADPCM 4 bit MPEG-1 Audio Layer 3 (MP3) Wave ALAW 8kHz (G711) Wave MS ADPCM Wave MS GSM Wave IMA ADPCM Wave MuLAW 8kHz (G711) Wave PCM 16bit 8kHz Wave PCM 8bit 8kHz In certain deployments where copies of voic messages are stored on the Server, storage capacities per mailbox remain the same. Use WAVGSM format sizing when calculating storage requirements for the Server. Additional coding algorithms (i.e., G.726) are available providing voice formats in WAVE while enabling compression at 1.6 kb/sec.

52 52 Server Specifications System Configuration Sample (Base License Enterprise Edition, Part # TOL SW) voice mailboxes 4 voice channels Unified Messaging services (or IMAP Gateway) 2 Text-to-Speech (TTS) ports - RealSpeak Speech Recognition (ASR) ports - Nuance 8.5 for 250 Names 50 UC licenses SMTP services (VPIM not enabled) POP3/IMAP services Web Client / Web Reporting Third-party Collaboration services Fax services (Inbound fax, Fax messaging (Fax mail), Fax On Demand, soft fax (1 soft fax port included)) can be configured to support many user environments: 1. Voice Mail only 2. Voice Mail + Integrated Messaging 3. Voice Mail + Integrated Messaging & Unified Messaging 4. Voice Mail + Integrated Messaging & Unified Messaging + ASR 5. Voice Mail + Integrated Messaging & Unified Messaging + TTS 6. Voice Mail + Integrated Messaging & Unified Messaging + ASR + TTS The following are samples of options which can be added to a license: Voice Channels (Part # TOL SW) Fax & Soft fax Channels (Part # SOFT-FAX1-01SW) ASR Channels (increase the number of names that can be supported) (Part # NUAN-UPGD-02SW (500 NAMES)) TTS Channels (Part # REAL-UPGD-01SW) VPIM Networking (Part # AMIS-VPIM-01SW) PMS (Hospitality) integration (Part # PMS SW) COMLinX ActiveX services (Part # ACTX SW) Additional Languages Services (Part # LANG-ADDI-01SW) IVR Services (Part # IVR SW) Upgrade the User type to Access Increased Functionality

53 Server Specifications 53 Server Configurations 5 The following PC configurations have been created to address different system sizes: CONFIGURATION 'A' (Port/Channel Capacity: 16) Single Server Configuration Server (IMAPTSE on same machine if used) Intel Dual Core Processor (2.7 GHz) or higher 2 GB RAM 40 GB SATA HD, 7,200 RPM minimum 100 MB NIC or higher CONFIGURATION 'B' (Port/Channel Capacity: 24) Single Server Configuration Server (IMAPTSE on same machine if used) Intel Dual Core Processor (2.7 GHz) or higher 2 GB RAM RAID 1+0 4X146 GB SCSI/SATA/SAS HD, 10,000 RPM minimum 1 GB NIC Storage available 292 GB Diskeeper installed to minimize fragmentation CONFIGURATION 'C' (Port/Channel Capacity: 80) Single Server Configuration Server Intel Quad-Core Xeon 5600 series CPU or higher 2 GB RAM (3 GB if ASR is Used) RAID 1+0 4X146 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC or higher Storage available 292 GB CONFIGURATION 'D' (Port/Channel Capacity: 100) Multiple Server Configuration Server & Sybase Mobilink Server Intel Quad-Core Xeon 5600 series CPU or higher 4 GB RAM RAID 1+0 4X146 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC Storage available 292 GB IMAP TSE Server Intel Quad-Core Xeon 5600 series CPU or higher 1GB RAM RAID 1 2x40 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC

54 54 Server Specifications CONFIGURATION 'E' (Port/Channel Capacity: 100) 5 Multiple Server Configuration Server & Sybase Mobilink Server Dual Intel Quad-Core Xeon 5600 series CPU or higher 4GB RAM RAID 1+0 4X146GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1GB NIC Storage available 292 GB IMAP TSE Server (Min Quantity 2) Intel Quad-Core Xeon 5500 series CPU or higher 1GB RAM RAID 1 2x40 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC Additional Applications Server (Used for IIS) Intel Quad-Core Xeon 5500 series CPU or higher 2GB RAM RAID 1+0 4x40 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC CONFIGURATION 'F' (Port/Channel Capacity: 100) Multiple Server Configuration Server & Sybase Mobilink Server Dual Intel Quad-Core Xeon 5600 series CPU or higher 4 GB RAM RAID 1+0 4X146 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC Storage available 292 GB IMAP TSE Server (min Quantity 3) Intel Quad-Core Xeon 5500 series CPU or higher 1GB RAM RAID 1 2x40 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC Additional Applications Server (used for IIS) Intel Quad-Core Xeon 5500 series CPU or higher 2GB RAM RAID 1+0 4x40 GB SCSI/SATA/SAS HD, 10,000 RPM minimum Diskeeper installed to minimize fragmentation 1 GB NIC

55 Server Specifications 55 Configurations 5 traffic is broken down into the following three (3) measurable categories Mailbox Profile Low Medium Heavy Daily Message Profile 5 sent / 20 received 10 sent / 40 received 20 sent / 80 received Voice Mail Assuming the average message length is 30 seconds the voice mail traffic is broken down into the following three (3) measurable categories: Mailbox Profile Low Medium Heavy Daily Message Profile 3 received 7 received 15 received Note: IMAP TSE performance is directly proportional to the performance of the site's server. The higher the performance on the server the higher the performance and speed on the server. Failure to maintain an adequate server may result in slower than necessary message updates. Note: System performance can be drastically affected on environments where individuals or groups of users receive messages that are considered greater than those of a heavy mailbox profile. Esna Technologies accepts no liability from any customers whose daily usage is greater than the those outlined above.

56 56 Server Specifications The letters in the following tables represent the recommended system configurations defined on pages 53 and From UC users (up to 250 VM users) traffic Low Medium High Low A A B Voice Mail Traffic Medium A A B High A A B From UC users (up to 500 VM users) traffic Voice Mail Traffic Low Medium High Low A A B Medium B B B High B B B From UC users (up to 1,000 VM users) Voice Mail Traffic traffic Low Medium High Low B B A Medium B B C High B B C From UC users (up to 2,500 VM users) traffic Low Medium High Low B C C Voice Mail Traffic Medium B C C High B C C

57 Server Specifications 57 From 1,001-2,500 UC users (up to 5,000 VM users) 5 traffic Low Medium High Low C C D Voice Mail Traffic Medium C D D High C D D From 2,501-5,000 UC users (up to 10,000 VM users) traffic Low Medium High Voice Mail Traffic Low D E E Medium D E E High D E E From 5,001-10,000 UC users (up to 20,000 VM users) traffic Low Medium High Voice Mail Low D E F Traffic Medium E F F High E F F

58 58 Server Specifications Fax Only Configuration 5 When a system is processing only fax data, with no voice or messaging, the specifications for the server can be different than those previously defined. The following configurations were successfully tested using fax only. Voice and messages were not generated during this assessment. Test Environment Testing was performed on both 8.0 and 8.2 using the following system configurations. Version Platform CPU Memory 8.0 Vmware ESX 4.0 on 4 Intel Xeon 3.00GB Dell Power Edge T GHz 8.2 Vmware ESX 4.0 on Dell Power Edge T410 4 Intel Xeon 2.40GHz 4.00GB Windows 2008 SP2 (32-bit) was used throughout. Results The following port and switch configurations passed Esna s quality control testing procedures. Version Total Ports Used Ports Switch Iwatsu, DMG 24 Iwatsu 76 DMG DMG Fax 8 Fax DMG 38 DMG DMG Fax 16 Fax DMG 38 DMG

59 Server Specifications 59 Supported Servers 5 Current Models CIARA ( 2U Nehalem Server Esnatech Certified Chassis: 2U Chassis, Redundant PSU 700 Watts Processor: Intel Xeon CPU Quad E5530, 2.4 GHz Memory: 3GB RAM Storage: 4 X 146GB SAS Drive (RAID 10) Platform: Windows 2003 Standard SP1/Windows 2003 R2 To order, contact Roberto Lavoie at Ext or rlavoie@ciaratech.com For 3 Year Warranty, 4 hours same day on site service, use the part number ESNA2474 For 3 Year Warranty, next business day on site service, use the part number ESNA247 For 1 Year Warranty, return to depot for service, use the part number ESNARTD Dell PowerEdge T410 Esnatech Certified Processor: Intel Xeon E Ghz, 8M Cache Memory: 4GB RAM, 1333MHz UDIMM Storage: 4 X 146GB 15K RPM SCSI (RAID 10) Server OS: Windows 2008 For IP integrated systems only. Dialogic cards not supported. Dell PowerEdge R710 Validated through customer installation Processor: Intel Xeon E Ghz, 8M Cache Memory: 4GB RAM, 1333MHz UDIMM Storage: 4 X 146GB 15K RPM SCSI (RAID 10) Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported. Dell PowerEdge R510 Validated through customer installation Processor: Intel Xeon E Ghz, 8M Cache Memory: 4GB RAM, 1333MHz UDIMM Storage: 4 X 146GB 15K RPM SCSI (RAID 10) Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported.

60 60 Server Specifications HP ProLiant DL380 G6 5 Validated through customer installation Processor: Intel Xeon 5500 series processor, 8MB L3 Cache Memory: 4GB RAM, 1333MHz UDIMM Storage: 4 X 146 GB SAS 10K RPM HD (RAID 10) Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported.

61 Server Specifications 61 Previous Models (Discontinued by Manufacturer) 5 Dell PowerEdge 2950 Esnatech Certified Processor: Dual Core Intel Xeon GHz Memory: 2GB RAM Storage: 73GB SCSI Drive (RAID 10) Drives: CD/DVD ROM Drive Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported. Dell PowerEdge 1900 Esnatech Certified Processor: Quad Core Intel Xeon E GHz Memory: 4GB RAM PERC 5 SCSI Card Storage: 4x 146GB SAS Drive (RAID 10) Drives: CD/DVD ROM Drive Server OS: Windows 2003 R2 SP2 or Windows 2008 For IP integrated systems only. Dialogic cards not supported. Dell PowerEdge SC440 Validated through customer installation Processor: Dual Core Intel Xeon GHz Memory: 4GB RAM SAS 5I Controller Storage: 2x 146GB SAS Drive (RAID 0) Drives: CD/DVD ROM Drive Server OS: Windows 2003 R2 SP2 or Windows 2008 For IP integrated systems only. Dialogic cards not supported. Dell Optiplex 745 Esnatech Certified Processor: Intel Core 2 Duo 2.8GHz Memory: 2GB RAM Storage: 120GB SATA Drive Drives: CD/DVD ROM Drive Server OS: Windows XP SP2 For IP integrated systems only. Dialogic cards not supported. Dell Vostro 740 Esnatech Certified Processor: Intel Core 2 Quad 2.4GHz Memory: 4GB RAM Storage: 300GB SATA Drive Server OS: Windows XP SP2 For IP integrated systems only. Dialogic cards not supported.

62 62 Server Specifications Dell Precision Esnatech Certified Entry workstation which supports latest dual-core / fastest Intel P4 processors. Processor: Intel Core 2 Duo E GHz/800MHz Memory: 2GB RAM Storage: 80GB SATA HD Server OS: Windows XP SP2 HP ML 350 Validated through customer installation Processor: Dual Core Intel Xeon GHz Memory: 2GB RAM Drive: CD/DVD ROM Drive Storage: RAID 10 SATA/SCSI Hard drive Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported. HP DL 360 Validated through customer installation Processor: Dual Core Intel Xeon GHz Memory: 2GB RAM Drives: CD/DVD ROM Drive Storage: RAID 10 SATA/SCSI Hard drive Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported. HP ProLiant DL140 Validated through customer installation Processor: Dual Core Intel Xeon GHz Memory: 2GB PC DDR2 SDRAM w/ advanced ECC capabilities Storage: RAID 10 SATA/SCSI Disk Array Server OS: Windows 2003 R2 SP2 For IP integrated systems only. Dialogic cards not supported. IBM eserver x3200 Esnatech Certified Processor: Intel Pentium D (dual-core = 3.4GHz/800MHz) Memory: 2GB RAM Storage: RAID 10 SATA disk array Server OS: Windows 2003 R2 SP2 IBM eserver x3500 Esnatech Certified Processor: Dual Core Intel Xeon GHz/1066MHz Memory: 2GB RAM Storage: RAID 10 SATA disk array Server OS: Windows 2003 R2 SP2

63 Server Specifications 63 Server Requirement Q & A 5 Please refer to the below Q&A article for a general understanding of the hardware requirement of the system. What is a RAID 10 system? RAID 10, also known as RAID 1+0 or RAID 0+1, is a RAID system where 2 drives are mirrored and then spanned with 2 other mirrored drives. This gives you the ability to lose 1 of each in the set in each mirror (1/2 of the drives) and still work at full speed. This is the recommended setup for the system and the RAID 0+1 is the preferred choice. How about RAID 6 or RAID 5? RAID 5 and 6 would be an optimal choice if the system were to be a read only system. Unfortunately the act of writing burdens the RAID system since every log entry requires the entire span to be updated (parity needs to be updated with every change). If a RAID 5 or RAID 6 becomes fragmented there is a problem since small pieces of info will still take the entire stripe and parity needs to be calculated for every change once again. What speed Hard Drives should we use? Most typical server Hard Drives will be either 10,000 RPM or 15,000 RPM. Either one will suffice for the system. The 15,000 RPM drives are much hotter but are also 50% faster. The trade off is the electric consumption over performance. If it is a huge install base that has lots of UM with IP voice ports we suggest the 15,000 RPM but this is not a requirement. What can I do to increase the effectiveness of the RAID system? An extra drive (one or more) may be configured as a hot swap spare. This is generally a good practice since it will automatically start rebuilding the RAID if one of the drives fail, removing the need for human interaction. What is the total storage of a RAID system? Total storage would be ½ of the combined storage of all the drives. Is there a numerical restriction on the RAID system? The number of drives that can be used in the RAID system must be even, with 4 being the minimum (4, 6, 8 etc). Can I install on an existing server that is already in use? is a dedicated application which should only be installed as a primary application on any server. Sharing system resources with other applications may keep for working correctly.

64 64 Server Specifications 5

65 PBX Specifications 6 PBX Specifications 65 Chapter Summary SIP Inband SMDI (Out-of-band) software T E

66 66 PBX Specifications PBX Specifications 6 Introduction can interface and integrate with many telephone systems. Use the information in this section as a general guideline to the kinds of integrations can handle as well as what is required from the phone system in order for specific features to work. While requires SIP for integration, media gateways allow PBXs of different integrations to become compatible with. Multiple PBX/Node Support is able to integrate with multiple PBXs or nodes at once, allowing you take advantage of all the capacity a site may have. This will also be a great option for legacy sites which are implementing additional PBX for higher capacity. A site can add new PBX to their legacy system and use them as one through without having worry about compatibility. The only requirement for multi-pbx / multi-node support is that the PBX in question is compatible with. For best practice, it is recommended that all PBXs/nodes utilize SIP trunks.

67 PBX Specifications 67 SIP 6 SIP stands for Session Initiation Protocol (a set of formal rules) that provides the basic signals used to initiate, manage, and terminate communications sessions. SIP is an open standard which allows carrier voice equipment to interoperate seamlessly with customer premise equipment. The logical voice channel established between them is a SIP Trunk. A SIP Trunk is a virtual phone line that utilizes the customer's internet connection for access. Trunks come with unlimited local inbound minutes and long distance usage based at rates far below traditional phone service. SIP Trunking is a business-class telecommunications solution that delivers local, toll-free, domestic and international long distance service. SIP integration is highly recommended due to reduced costs and universal compatibility. Even most legacy hardware will be able to utilize SIP through a compatible media gateway. Tested & Verified PBX SIP Direct Following PBXs are integrated directly into the server through SIP. Brand Model Comments Alcatel Asterisk Avaya Aura CM BabyTEL Broadsoft Cisco Call Manager Call Manager 5.1 Call Manager 7 Call Manager Express eon Millenium Inter-tel Inter-tel 500 Iwatsu ECS Mitel 3300 Nortel CS1000 CS2000 CS2100 ShoreTel Toshiba CIX SIP Gateway Following PBXs are integrated through a media gateway to the server. Brand Model Comments Avaya IP Office Toshiba CIX For specific part numbers of SIP Gateways, please refer to the Dialogic Media Gateway portions of the following sections: SMDI (Out-of-band) software on page 69 T1 on page 70 E1 on page 72

68 68 PBX Specifications Inband 6 Inband integration is possible on supported switches through the use of Dual Tone Multiple Frequency (DTMF) signalling. Strings of DTMF tones are transmitted on the analog voice channel after the channel connects to answer the call but before the voice is cut through. Typically the string contains the Calling Line Identification, the Called Party Identification, reason for the call (redirection or direct call), and will allow the following functionality among others: Direct Log-In in which recognizes a direct station call, identifies the internal caller's extension number and prompts the caller to enter the security code of the subscriber mailbox associated with that number. Call Forwarding to a personal greeting if an extension is Busy, not answered, Do Not Disturb or Forward All. Both internal and external callers can be forwarded to the subscriber's personal greeting. Depending on how the subscriber's mailbox is configured and what information is provided by the telephone system an appropriate greeting can be played for both a Busy and a Ring No Answer condition. Callers can then leave messages in the subscriber's mailbox or be presented with another list of options through voice menus. Call Routing based on the trunk number, DNIS number or forwarded PBX extension number. These types of calls can be routed to a specific mailboxes, ACD agent or call centre. The time frame (when the voic is waiting for signalling) is configurable so that it can be adjusted regardless of the PBX.

69 PBX Specifications 69 SMDI (Out-of-band) software 6 Out-of-band signaling is a telecommunication signalling protocol (exchange of information in order to control a telephone call) done on a serial channel that is dedicated solely to segregating the voice channel events used for telephone calls. Out-of-band signaling is used in large PBXs. There are two (2) types of serial integration: Simplified Message Desk Interface (SMDI) SMDI is a Bellcore standard devised for sending call information about incoming calls to subscribers of Centrex systems. A single ASCII serial stream can send information about multiple lines of incoming calls. SMDI packets are sent down a serial port providing information about calls as they arrive at the system. The information consists of several key parts: original number called identity of the source (could be caller ID or incoming line number) reason the call arrived at one of these lines (original number was busy, etc) an identifier (called a Logical Terminal Number or LTN) for the line carrying the call about which the information refers Dialogic Media Gateway The Dialogic Media Gateway Series (DMG Series) offers both turnkey appliances and integrated platforms that connect IP networks to the PSTN or PBXs. Tested for interoperability with leading PBXs and enterprise applications and easy to install and manage with a web-based interface, these gateways can be used for Unified Messaging and Communications, IP-PBX PSTN Access, SIP Trunking, and many other uses. Dialogic Media Gateway is a cost effective solution since it leverages existing systems while allowing you to utilize current integration methods. Dialogic Media Gateway integration has been tested with most major PBX manufacturers. Note: For detailed information regarding the Dialogic Media Gateway, please refer to: For integration notes regarding Dialogic Media Gateway, or to check your current hardware for compatibility, please refer to: Note: For DMG & SMDI systems, a maximum of 20 Gateways may be daisy-chained together in a single Master, 19 Slave formation. Dialogic Media Gateway Part Number for Analog DMG1008LSW 8 port Analog Line Integration Gateway Dialogic Media Gateway Part Numbers for Digital DMG1008DNIW 8 port Digital Set Emulation Integration Gateway (for Avaya, Nortel, NEC, Siemens) DMG1008MTLDNIW 8 port Mitel Integration Gateway DMG1008RLMDNIW 8 port Rolm 8000 Integration Gateway

70 70 PBX Specifications T1 6 SUPPORTED PROTOCOLS Robbed Bit Signaling Channel Associated Signaling (CAS), also referred to as Robbed Bit Signaling, is a method of signaling each traffic channel rather than having a dedicated signaling channel (like ISDN). In other words, the signaling for a particular traffic circuit is permanently associated with that circuit. The most common forms of CAS signaling are loopstart, groundstart, Equal Access North American (EANA) and E&M. The biggest disadvantage of CAS signaling is its use of user bandwidth to perform signaling functions. In addition to receiving and placing calls, CAS signaling also processes the receipt of Dialed Number Identification Service (DNIS) and automatic number identification (ANI) information which is used to support authentication and other functions. Each T1 channel carries a sequence of frames. These frames consist of 192 bits and an additional bit designated as the framing bit, for a total of 193 bits per frame. Super Frame (SF) groups 12 of these 193 bit frames together and designates the framing bits of the even numbered frames as signalling bits. CAS looks specifically at every sixth frame for the timeslot's or channel's associated signaling information. These bits are commonly referred to as A- and B-bits. Extended super frame (ESF), due to grouping the frames in sets of twenty-four, has four signaling bits per channel or timeslot. These occur in frames 6, 12, 18, and 24 and are called the A-, B-, C-, and D-bits respectively. ISDN Signaling Concepts The Integrated Services Digital Network (ISDN) is a digital communications network capable of carrying all forms (voice, computer and facsimile) of digitized data between switched end points. This network is a digital-switched system that makes a connection only when requested. Control over switched connections is provided by a protocol of messages that pass between the two ends of the digital link. Any type of equipment can be connected to an ISDN provided the equipment is capable of generating a digital bit stream that conforms to ISDN standards. ISDN technology offers the benefits inherent in digital connectivity such as fast connection (setup and tear down), fast Direct Dialing In service (DDI) and fast Automatic Number Identification (ANI) acquisition. ISDN protocols use an out-of-band signaling method carrying signaling data on a channel or channels separate from user data channels. This means that one signaling channel (D channel) carries signaling data for more than one bearer channel (B channel). This signaling technique is referred to as common channel signaling (CCS). Signaling data carries information such as the current state of the channel (for example, whether the telephone is on-hook or off-hook). Common channel signaling allows the transmission of additional information, such as ANI and DNIS digits, over the signaling channel. An ISDN Primary Rate Interface (PRI) trunk provides a digital link that carries some number of TDM (Time Division Multiplexed) channels: a T-1 trunk carries Kbit channels, 23 voice/data channels (B channels) and one signaling channel (D channel) on a single MHz digital link an E-1 trunk carries Kbit channels, 30 voice/data channels and two additional channels: one signaling channel (D channel) and one framing channel to handle synchronization on a single MHz digital link. The ISDN digital data stream contains two kinds of information: user data and signaling data used to control the communication process. For example, in telephony applications user data is digitally encoded voice data. Voice data from each time slot is routed to a separate B channel. Signaling data carries information such as the current state of the channel (for example, whether the telephone is on-hook or off-hook). The signaling information for all B channel information is routed to the D channel of the device.

71 PBX Specifications 71 Dialogic Media Gateway 6 SIP The Dialogic 2000 Media Gateway Series is a turnkey appliance that seamlessly merges traditional PSTN technology with IP networks. This economical gateway helps consolidate typically separate voice and data networks and provides new and differentiated communications services. Without making radical, disruptive, and expensive upgrades to existing PBX equipment, service providers and enterprises can realize the benefits of a converged voice and data network. Dialogic Media Gateway Part Numbers for T1 DMG2030DTIQ Single T1 Integration Gateway DMG2060DTIQ Dual T1 Integration Gateway DMG2120DTIQ Quad T1 Integration Gateway Note: For detailed information regarding Dialogic Media Gateway, please refer to: For integration notes regarding Dialogic Media Gateway, or to check your current hardware for compatibility, please refer to:

72 72 PBX Specifications E1 6 QSIG is the European association for Standardising Information And Communication Systems. QSIG has a long history of producing standards related to the interworking of communications equipment within Private Integrated Services Networks (PISNs). PISN standardisation is undertaken by the various task groups of its technical committee: TC32. Much of their effort is put towards the definition of the intrapisn signalling system commonly referred to as "QSIG". QSIG is an ISDN based protocol for signalling between nodes of a Private Integrated Services Network (PISN) Dialogic Media Gateway SIP The Dialogic 2000 Media Gateway Series is a turnkey appliance that seamlessly merges traditional PSTN technology with IP networks. This economical gateway helps consolidate typically separate voice and data networks and provides new and differentiated communications services. Without making radical, disruptive, and expensive upgrades to existing PBX equipment, service providers and enterprises can realize the benefits of a converged voice and data network. Dialogic Media Gateway Part Numbers for E1 DMG2030DTIQ Single E1 Integration Gateway DMG2060DTIQ Dual E1 Integration Gateway DMG2120DTIQ Quad E1 Integration Gateway Note: For detailed information regarding Dialogic Media Gateway, please refer to: For integration notes regarding Dialogic Media Gateway, or to check your current hardware for compatibility, please refer to:

73 High Availability Description High Availability Description 7 73 Chapter Summary Vulnerability of the Single Server System Reliability of the Multi-Server System Multiple Server Multiple PBX System Database Management Failure Scenario Recovery Scenario License Management License Management During Master Server Down Time High Availability Redundancy & Scalability High Availability Configuration Flow... 83

74 74 High Availability Description High Availability Description 7 Note: HA is currently only available with previous versions of (7.X). HA support for Office- LinX 8.2 is planned for the end of If the HA feature is critical to a site, it is recommended that you utilize the existing 7.X package and only upgrade once again provides HA. Note: The HA section of the TOG currently only explains the general concept of HA and only covers the basic scenarios that are involved. For a full list of features that are supported/not supported by the HA system and other HA failure/recovery scenarios, please check for future updates on the TOG. Vulnerability of the Single Server System The High Availability system is designed to deliver a redundancy solution to environments where the guarantee in uptime is critical. The HA system achieves redundancy through Slave servers that are constantly online along with the Master server. In a tradtitional single server environment as shonwbelow, the system is vulnerable to downtimes which can be caused by the malfunction of the single Voice Server computer. Single Server Configuration Since only one Voice Server is functional at all times, any type of malfunction in the voice server equates to downtime. Even regular tasks such as maintenance or simple reboot procedures will cause downtimes in a single server configuration.

75 High Availability Description 75 Reliability of the Multi-Server System 7 In the multiple server environment illustrated below, the Master server is supported by the Slave server at all times. This means that a site can remain functional even if one of the voice servers fail. When the Master server malfunctions, the Slave server will take over until the Master server is brought online again. The Master and Slave servers are able to work in unison through the help of the Consolidated (DB/File) server, also refered to as the Common server. The Consolidated server manages the flow of data between all servers and ensures proper synchronization of files. For detailed explanation on database synchronization, please refer to Database Management on page 77, Failure Scenario on page 78 and Recovery Scenario on page 79. Multiple Server Configuration But while the Multi-Server guarantees the uptime of the voice servers, there may be scenarios in which the PBX itself malfunctions.

76 76 High Availability Description Multiple Server Multiple PBX System 7 The multiple server system combined with multiple PBX provides the single most reliable configuration. In this scenario, you are guaranteed uptime even if the PBX fails along with the Master server. The secondary PBX and the Slave server will be able to continuously accept calls during the recovery of the Master voice server and the primary PBX. Multiple Server + PBX Configuration

77 High Availability Description 77 Database Management 7 In a High Availability environment, the databases in all the servers are synchronized through the Sybase Mobilink system. The Consolidated (Common) server acts as the Mobilink Server and manages the database for all of the Masters and Slaves. This architecture allows the sites to enjoy full message access during all times, and not just full uptime on the Voice server functionalities. Whenever a change is made in either the Master or Slave servers, the Consolidated server appends the same change to all databases in the system, allowing end users to maintain their messages and greetings even when one of the servers become unavailable. HA System Database Diagram

78 78 High Availability Description Failure Scenario 7 In this scenario, the Slave server is unavailable due to a malfunction, severing the tie between the databases. The new messages received in the Master server will continuously be synchronized with the Consolidated server but the Slave server will be left behind during the down time. Any messages received by the Slave server are still accessable by the users since the database has already been synchronized before the Slave server crash. There is also no disruption in regular service since the Master server is still fully functional. All traffic is handled by the Master server in the meantime. HA System Database During Failure

79 High Availability Description 79 Recovery Scenario 7 In this scenario, the Slave server that was down in the previous example has recovered. Soon after the Slave server comes back online, the Consolidated server will start to synchronize the data between all the servers again, allowing the Slave server to catch-up to the current database. All messages and greetings will become automatically up to date on the slave system soon after it comes online, which means that recovery will be a virtually invisible process that takes place in the background during regular operation. HA System Database During Recovery

80 80 High Availability Description License Management 7 The High Availability system utilizes a unique licensing feature that allows full functionality of service while only one server holds the Sentinel key. In all cases, the Master server will hold the USB Sentinel and become the primary holder of the license. However, the license file will be copied to all servers in the system through the database synchronization performed by Sybase Mobilink. The copied license files will allow other servers (other than the Master) to maintain full functionality even when they don t have individual license available to them. This system also allows for easier license management since only the Master server has to be updated, should there be any type of addition or modification to the license. However, the copied license files are time stamped to expire after a certain period. The time stamps are constantly updated by the Master server, so it will not have any effect during regular operation. HA System License Structure Diagram

81 High Availability Description 81 License Management During Master Server Down Time 7 When the Master server becomes unavailable, it will also stop updating the time stamps on the copied license files that exist on the Slave server and the Consolidated server. When this happens, the Master server has to be recovered within 7 days. If the Master server isn t brought back online within the 7 days, the copied license files will expire and the system will cease to function due to invalid license status. Since 7 days is a generous time period for recovery, most sites will not even notice such architecture in licensing. They will experience no problems as long as the Master server is recovered in a timely manner. HA System License Structure During Master Server Absence

82 82 High Availability Description High Availability Redundancy & Scalability 7 Server Specification The minimum configuration for a High Availability system is three servers, Master, Slave and Consolidated (Common). As of now, the High Availability system is able to support up to 8 voice servers maximum. This means that a site can maintain 1 Master server and 7 Slave servers in a single High Availability environment. Configuration Limitation Each voice server is designed to support up to 100 ports (SIP). A single High Availability environment can support up to 20,000 user accounts (business rules apply). Single Web server can support up to 10,000 users. Single IMAP TSE server can support up to 5,000 users. Other Rules and Limitations The private subnet can be used for security and traffic control purposes. The system is high availability rather than fully redundant. The MWI function is only available for Voice and Fax messages.

83 High Availability Description 83 High Availability Configuration Flow 7 General Configuration Logic Most configurations within an HA system will take place on the Consolidated server. While all servers have access to admin console, only the Consolidated server has the ability to change the fields for Company, Feature Group and Mailbox settings. Any changes made on these fields from the consolidated server will be pushed to all voice servers, which synchronizes configuration settings on all servers. Master Server Slave Servers Company, Feature Group and Mailbox settings are all pushed from Consolidated server to other servers, synchronizing all changes from Consolidated to others. Consolidated Server

84 84 High Availability Description Server Specific Configuration 7 PBX properties and Configuration section within admin console is managed individually. Since each voice server may integrate into a different PBX, it is necessary for voice servers to be in control of their PBX related settings. However, Configuration > Advanced > Consolidated Path will be synchronized between all servers. This is the path which defines the location of the Consolidated server, so all servers must have an identical entry to correctly synchronize. The same goes for the Voic Channel list within the PBX. This list will be a compilation of all channels allocated on all voice servers. Defining individual extensions or channels within a voice server is done through the SIP Configuration Tool, which manages each voice server separately. Master Server Slave Servers PBX properties and Configuration settings are individually managed from each voice server. However, Configuration > Advanced > Consolidated Path value is synchronized between all servers. The same goes for Voic Channel allocation from PBX properties. Consolidated Server Individual extension assignment of each voice servers is done through SIP Configuration Tool. This allows for easy combination of multiple PBXs or gateways within a HA system.

85 High Availability Description 85 Voice Server Settings and Master Server Selection 7 While many of the settings are controlled by Consolidated server, Voice Server settings within admin console is managed by the Master Server. Each Voice Server, including the Master and all Slave Servers, will have its own entry within the Voice Server settings section. Only the Master Server will be able to modify the fields within Voice Server settings, which is then pushed and synchronized to all other servers. However, all servers are able to change a single field labeled Master within the Voice Server settings. This field can be used to designate any Voice Server as the Master Server. If your Master Server is unavailable for any reason (e.g. taken offline for maintenance), you will be able to assign another Voice Server as a Master should the need arise. Master Server Slave Servers Voice Server settings is pushed from the Master server and then is synchronized to the other servers. However, all servers have the ability to assign a voice server as Master or Slave, allowing you to freely change your Master server even if the original Master has crashed. Consolidated Server

86 86 High Availability Description Logs and Reports 7 When it comes to voice traffic, each Voice Server will store activities which have occurred on that server, which means that logs related to a call will only be available on the specific server that the call took place (both incoming and outgoing). All message related logs (including voice messages) will be stored on the Consolidated server since it is the Consolidated server s task to maintain synchronization of messages. If you wish to create a Web Report of server activities, the necessary information will be pulled by the Consolidated server from the Voice servers. For most purposes, all you have to do is connect to Web Report services within the Consolidated server to obtain comprehensive information regarding the usage and status of your server. Individual log files are mostly used for troubleshooting purpose, so you will not have to track them from each servers separately. Master Server Slave Servers Web Report information is pulled from all voice servers by the Consolidated server. Voice traffic logs are stored on each individual voice servers. Message related logs are stored on the Consolidated server. Consolidated Server

87 Virtual Machine Support 8 Virtual Machine Support 87 Chapter Summary Virtual Machine Support Requirements Virtual Environment Limitations VMware Technology Guidelines VM Environment Feature Comparison Chart Virtual Environment Deployment Example CPU Usage Datastore Latency Disk Usage Rate Network Usage Rate Conclusion Virtual Machine Environment Specification Example... 93

88 88 Virtual Machine Support Virtual Machine Support 8 Many organizations are now turning to virtual environments for their server needs due to their cost and efficiency. Rather than having a room full of servers, virtual servers on hosted or in-house environments can now perform the functions of multiple computers. can be installed on a virtual environment enabling you to reuse the equipment you already have. Instead of buying a new computer to host the voice server, upgrades to existing hardware may be sufficient through virtualization. Requirements Software VM Software OS for Version VMware vsphere 4.x only Microsoft Windows XP, 7 (32 and 64bit), Server 2003 and 2008 (32 and 64bit), Server 2008 R2 Note: vsphere has been tested up to version 4.1. Later versions, including 4.1 SU1 have not been tested. Hardware CPU Virtual Environment Limitations You cannot directly upgrade an existing server to a virtual environment. However, you can move an existing server onto a virtual machine by migrating the database using the utilities provided on the installation DVD. You can transfer both 7.x and 8.x systems to an 8.2 virtual environment. must be installed on a new virtual machine with a clean operating system. Warning: Importing an existing environment to a virtual image is not supported. installed on a virtual environment requires the same hardware resource as non-virtual machine environments. Please refer to Server Specifications on page 79 for more information on resource requirements. Requires Intel CPU which meets or exceeds the requirements of vsphere 4.x Note: The fax capability of within a virtual environment is limited to 8 ports. VMware Technology Guidelines VMware offers wide range of technologies which may be implemented on a virtual machine for greater redundancy and ease of maintenance. This section explains which features are compatible with the server application and how to utilize VMware solutions with in mind. vmotion: vmotion allows for the migration of an active Server without affecting its operational status. This means you can move a virtual machine that is currently active from one ESXi host to another without having to shut it down. For, this means that you will be able to move the voice server without having to turn it off first. This allows system administrators to migrate the system at any time during the day without down time. Depending on timing and available resources, you may or may not see a disruption in service during the transfer. For example, if the voice server has an active call when you start the migration, the call may be dropped or it may stay connected after a short pause depending on how quickly the migration can finalize. vmotion is a manual process. High Availability: VMware also offers its own High Availability solution, which should not be confused with HA. VMware's HA model is initiated in 2 ways: one is hardware (machine) failure and the other is software (Operating System) failure. When the ESXi hardware fails on a system monitored by HA, VMware will automatically restart the Virtual Machine image on another ESXi host. If the OS becomes unresponsive, VMware HA will start the virtual machine on another ESXi host and bring the server back online. This will lead to down time while VMware moves operations onto another host. will be down during the recovery period and will not be able to answer calls until the secondary virtual image is fully up and running. The recovery occurs

89 Virtual Machine Support 89 automatically, but it must be 'hard coded' to a specific recovery ESXi server. If there are no available resources on the recovery server, may fail to restart. Distributed Resource Scheduler: Distributed Resource Scheduler is intended for sites with multiple physical ESXi servers available. DRS keeps track of hardware resources, and is able to see the current availability of CPUs, RAM, etc. on all servers. When the main server crashes, DRS will automatically allocate the necessary resources and restart the virtual machine in a suitable environment. This means that will be guaranteed a minimum level of resources upon recovery to ensure there is no reduction in service. This is an advantage offered by DRS when compared to HA alone since HA does not consider hardware requirements when allocating space for a new virtual machine to replace the crashed server. Fault Tolerance: Fault Tolerance offers a higher level of protection than HA by eliminating of downtime. A virtual machine being monitored by an FT system will have a shadow image created that is identical to the monitored virtual machine. When the main server becomes unavailable for any reason, the shadow image which has been reproducing all activity on the main server will become active, instantly replacing the crashed server. This reduces the chance of an interruption or data loss in most active environments. However, due to the extensive nature of FT s monitoring, FT can only support virtual machines with a single core CPU. This does not meet Voice Server s minimum hardware requirements, so will remain incompatible with FT until the algorithm is changed to support the resources required. VM Environment Feature Comparison Chart 8 vmotion HA DRS FT Active Migration Y N N N Recovery from Hardware Crash N Y Y Y Recovery from Software Crash N Y Y Y 0 Down Time during Crash N N N Y Smart Allocation of Hardware N N Y N Resources Support Y Y Y N* known Behaviors: Voice Traffic Potential loss of ongoing calls during migration. (Tested with registered SIP extensions) Interrupted until HA recovers Interrupted until HA recovers N/A* Client Manager Potential for disconnect during migration Interrupted until HA recovers Unified Messaging No interruption Interrupted until HA recovers CTI No interruption Interrupted until HA recovers Interrupted until HA recovers Interrupted until HA recovers Interrupted until HA recovers N/A* N/A* N/A* * Due to the way in which Fault Tolerance is designed, cannot function within the FT model. FT is limited with regard to computer resources (e.g. single core processor) while has specific minimum resource requirements to function properly. Until VMware upgrades the FT system to support higher amounts of resources, cannot be deployed under the FT model.

90 90 Virtual Machine Support Virtual Environment Deployment Example 8 The following are performance results from a virtualized system running 100 active voice ports with 1,000 users registered under the system. Please keep in mind that this is a limited test run to showcase how a typical operation may perform under a virtual environment. This example does not guarantee an identical level of performance on every virtual environment, but rather serves as a guideline with regards to s behavior under virtual environments. CPU Usage used an average of % of the CPU capacity, which equates to 5, MHz. When considering the Maximum requirement, providing at least 6.8 GHz of CPU resources to will guarantee a consistent level of performance.

91 Virtual Machine Support 91 Datastore Latency 8 achieved a low average latency of 5.356ms for reading and 2.378ms for writing. Disk Usage Rate had an average disk usage rate of 1, KBps with a peak of 1,767 KBps. Ensuring a data transfer rate of 1,800 KBps to will guarantee a consistent level of performance.

92 92 Virtual Machine Support Network Usage Rate 8 had an average network usage rate of KBps with a peak of 1,185 KBps. Providing 1,200 KBps of network bandwidth to will guarantee a consistent level of performance. Conclusion Since is designed to be the sole application running on a given Virtual Machine, it is easy to assign the necessary resources for. By ensuring that always has access to the required resources, you will be able to guarantee the level of performance required by your site.

93 Virtual Machine Support 93 Virtual Machine Environment Specification Example 8 The following configurations are taken from Server Configurations on page 91. Also, please keep in mind that is sensitive to storage read/write speed and network bandwidth speed/availability when using these configuration examples. CONFIGURATION 'A' (Port/Channel Capacity: 16) Single Server Configuration Server (IMAPTSE on same machine if used) 2 Intel vcpus 2 GB RAM 40 GB Storage Virtual NIC CONFIGURATION 'B' (Port/Channel Capacity: 24) Single Server Configuration Server (IMAPTSE on same machine if used) 2 Intel vcpus 2 GB RAM 292 GB Storage Virtual NIC Diskeeper installed to minimize fragmentation CONFIGURATION 'C' (Port/Channel Capacity: 80) Single Server Configuration Server 4 Intel vcpus 2 GB RAM (3 GB if ASR is Used) 292 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC CONFIGURATION 'D' (Port/Channel Capacity: 100) Multiple Server Configuration Server & Sybase Mobilink Server 4 Intel vcpus 4 GB RAM 292 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC IMAP TSE Server 4 Intel vcpus 1 GB RAM 40 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC

94 94 Virtual Machine Support CONFIGURATION 'E' (Port/Channel Capacity: 100) 8 Multiple Server Configuration Server & Sybase Mobilink Server 4 Intel vcpus 4 GB RAM 292 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC IMAP TSE Server (Min Quantity 2) 4 Intel vcpus 1 GB RAM 40 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC Additional Applications Server (Used for IIS) 4 Intel vcpus 2 GB RAM 40 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC CONFIGURATION 'F' (Port/Channel Capacity: 100) Multiple Server Configuration Server & Sybase Mobilink Server 4 Intel vcpus 4 GB RAM 292 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC IMAP TSE Server (min Quantity 3) 4 Intel vcpus 1 GB RAM 40 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC Additional Applications Server (used for IIS) 4 Intel vcpus 2 GB RAM 40 GB Storage Diskeeper installed to minimize fragmentation Virtual NIC

95 Release 8.2 Software Rollout Release 8.2 Software Rollout 9 95 Chapter Summary Server Release 8.2 and Options Product Support Requirements... 97