TIPT-OCS Configuration Guide

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1 Telstra IP Telephony TIPT-OCS Configuration Guide Version 1.1 Telstra Corporation Limited 2010 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced without written permission from Telstra Corporation Limited.

3 Table of Contents About this guide... 1 Introduction... 1 Features of RCC... 2 Customer requirements... 3 System architecture... 3 Setting up Remote Call Control... 5 Step 1: Ensure connectivity between the OCS front-end servers and Telstra s SBC... 6 Step 2: Configure a user for RCC... 6 Step 3: Configure a route on the Office Communications Server pool for the Server URI... 9 Step 4: Phone number normalization Step 5: Restart Office Communicator Step 6: Change the TIPT Toolbar username Step 7: Disable the TIPT Toolbar Call Notification popup Step 8: Optional Group Policy change Testing your solution Support Configuration changes Frequently asked questions Using TIPT Accessing MOCC Using MOCC Glossary Telstra Corporation Limited 2010 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced without written permission from Telstra Corporation Limited.

About this guide This guide explains the process you should follow to configure your Microsoft Office Communications Server (OCS) environment to communicate correctly with Telstra s IP Telephony

5 About this guide This guide explains the process you should follow to configure your Microsoft Office Communications Server (OCS) environment to communicate correctly with Telstra s IP Telephony (TIPT) network. Introduction The integration between Microsoft OCS and TIPT is based on native OCS technology referred to as Remote Call Control (RCC). RCC enables a user to control their TIPT phone using the Microsoft Office Communicator Client (MOCC) or other Microsoft applications which support the MOCC extensions such as Microsoft Outlook (see Figure 1 for an image of MOCC). Figure 1 MOCC Interface TIPT-OCS Configuration Guide Version 1.1 Page 1 of 24

6 Features of RCC A TIPT-OCS user can use the following features of MOCC. Feature Presence Instant Messaging Make a call Receive a call Caller Identification Call waiting Call hold and retrieve Multiple calls Single step transfer Consultative transfer Deflect an incoming call to another telephone number Forward to another telephone number Missed call notification within Outlook Microsoft Office integration Description View the presence of contacts on MOCC. Send and receive Instant Messages using MOCC. Make a call using MOCC. This results in the TIPT handset going off-hook automatically. MOCC displays an incoming call toast. On clicking the toast the TIPT handset goes off-hook. MOCC displays the calling party number or name when it is available. The user sees a popup toast for the incoming call. Place a call on hold and retrieve a held call by clicking the Hold/Resume icon in MOCC. Handle multiple calls at a time. Every call is represented by a different communication window which allows users to manage/toggle between multiple calls. Perform single step transfer (blind call transfer) by clicking the Transfer button in MOCC. Place an existing call on hold and make a call to another user then click the Transfer button in MOCC. On the popup toast deflect an incoming call to another telephone number. For an active call click the Transfer button and select a number from the drop down list to forward a call to another number. Missed calls are logged within Outlook 2007 Conversation History folder. Click on the Enhanced Presence indicator in Microsoft Office applications to make calls and send Instant Messages. Page 2 of 24 Version 1.1 TIPT-OCS Configuration Guide

Customer requirements The system requirements for OCS 2007 are located on the Microsoft Technet site at http://technet.microsoft.com/en-us/library/bb880155.aspx.

7 Customer requirements The system requirements for OCS 2007 are located on the Microsoft Technet site at For OCS 2007 R2 the server and client requirements are located at The TIPT-OCS product supports the Office Communication Server 2007 and Office Communication Server 2007 R2. In addition to the server requirements, MOCC is required for all enabled users desktops. The clients supported are Office Communicator x and Office Communicator 2007 R2 3.5.x. Prior to configuring specific settings for RCC it is assumed that customers have a fully functioning OCS environment, ie, users can see the presence of other users and text based Instant Messaging is working between users. If presence or Instant Messaging is not functioning follow the troubleshooting steps located at or consult your deployment partner for further information. System architecture This section describes the components and roles that make up the Office Communications Server 2007 architecture and the protocols that the components use to interact with the Telstra TIPT-OCS product. The actual physical architecture deployed may vary depending on the specific business requirements and functionality required by each customer. For physical planning advice consult the OCS Planning Tool or your deployment partner. Figure 2 Logical Architecture TIPT-OCS Configuration Guide Version 1.1 Page 3 of 24

System architecture, continued Figure 3 Enterprise Architecture The above diagram describes an Enterprise Architecture with all the OCS roles and functions installed.

8 System architecture, continued Figure 3 Enterprise Architecture The above diagram describes an Enterprise Architecture with all the OCS roles and functions installed. The TIPT-OCS solution requires at a minimum the following roles: OCS Front End Server deployed either as Standard Edition server or Enterprise pool Back-end SQL Server If the OCS Enterprise Pool is installed then there is an additional requirement for a file server, and the Web Components Server. Note: The TIPT-OCS solution does not require the Mediation Server or a physical IP-PSTN gateway as these functions are provided by TIPT and the Telstra network. The solution will support the optional OCS roles of: OCS Director Consolidated Edge Server Page 4 of 24 Version 1.1 TIPT-OCS Configuration Guide

9 Setting up Remote Call Control To setup RCC you will need to perform the following steps in order. Each step is explained in more detail on the following pages. Step Action 1. Ensure connectivity between the OCS front-end servers and Telstra SBC 2. Configure a user for RCC 3. Configure a route & port on the OCS pool for the Telstra gateway 4. Apply phone number normalization 5. Re-start Office Communicator 6. Change the TIPT toolbar username 7. Disable the TIPT Toolbar Call Notification popup 8. Deploy the optional Group Policy change TIPT-OCS Configuration Guide Version 1.1 Page 5 of 24

10 Step 1: Ensure connectivity between the OCS front-end servers and Telstra s SBC For OCS to communicate with the TIPT network a communication channel needs to be established between the OCS front-end server and Telstra s SBC. As each customer s firewall and security implementations are slightly different an end-toend connectivity test is recommended. To test connectivity: Step Action 1. Log in to the OCS front-end server. 2. Open a Command Shell and attempt to telnet from this machine to the Telstra SBC IP Address on port telnet A successful response is indicated by a blank screen. An unsuccessful response is indicated by: Connecting To Could not open connection to the host, on port 5060: Connect failed. If this is the response, please contact your network administrator to identify where the traffic is being blocked. Note: The telnet program is not installed by default in Windows Server To install telnet you will need your Windows Installation disk or download a third party version of the software from the Internet. Step 2: Configure a user for RCC Each TIPT-OCS user must be configured for RCC. This can be performed through the OCS Active Directory (AD) MMC snap in or automated through a Windows Management Interface script as shipped within the OCS Resource Kit 2007 or 2007 R2. To configure a user through the AD MMC snap-in: Step Action 1. Log in to any OCS server or the Active Directory server with the OCS 2007 administration tools/mmc plug-in installed. 2. Click Start. 3. Select All Programs/Administrative Tools/Office Communications Server The Office Communications Server 2007 administrative snap-in shows your Communications Server 2007 topology. 4. Expand the Enterprise pool or Standard Edition server node where your users reside. 5. Expand the pool or server where your users reside and then click the Users node as shown in Figure In the right pane, right click one or more users whom you want to configure and click Properties. 7. On the Communications page click Properties. 8. Under the Telephony Settings select Enable Remote Call Control as shown in Figure 5. Page 6 of 24 Version 1.1 TIPT-OCS Configuration Guide

Step 2: Configure a user for RCC, Continued Figure 4 Expanding the user node within OCS admin console To add a new user, refer to the standard OCS user configuration/management processes.

11 Step 2: Configure a user for RCC, Continued Figure 4 Expanding the user node within OCS admin console To add a new user, refer to the standard OCS user configuration/management processes. Note: If a user s OCS login name changes due to marriage, etc. the TIPT provisioning team needs to be informed via at tiptprovisioning@team.telstra.com. Configure a server URI for the user This server URI points to the Telstra gateway. OCS sends its SIP call control messages to the Telstra gateway defined in the Server URI field. To configure a server URI for the user: Step Action 1. Type sip:+61xxxxxxxxx@tipt.ocs in the Server URI field on the Telephony Options tab. The syntax for the Server URI entered must match the following Telstra format as shown in Figure 5, sip:+<e.164>@tipt.ocs The E.164 number is the TIPT phone number of the user in E.164 format ie, +<CountryAccessCode><Area Code><Local Number>. 2. Configure a line URI for the user. This URI is used to send and receive call control information to and from the existing telephone environment as Calling or Called Party Number Identification. The following syntax is required: tel:+<e.164> Type tel:+61xxxxxxxxx in the Line URI field on the Telephony Options tab as shown in Figure 5. TIPT-OCS Configuration Guide Version 1.1 Page 7 of 24

12 Step 2: Configure a user for RCC, Continued Figure 5 Enabling and configuring a user for RCC Page 8 of 24 Version 1.1 TIPT-OCS Configuration Guide

13 Step 3: Configure a route on the Office Communications Server pool for the Server URI All SIP traffic from MOCC goes through the OCS front-end and is proxied by this server to Telstra s SBC. You need to configure the OCS front-end server to enable it to reach Telstra s SBC. A host authorization entry must also be added so that OCS treats the Telstra SBC as an authenticated host. For routing to the Telstra SBC the following settings must be configured: Step Action 1. Log in to any OCS server or the Active Directory server with the OCS 2007 administration tools/mmc plug-in installed. 2. Click Start. 3. Select All Programs/Administrative Tools/Office Communications Server The Office Communications Server 2007 administrative snap-in shows your Communications Server 2007 topology. 4. Expand the Enterprise pool or Standard Edition server node. 5. Right click on the pool or server and select Properties then front-end properties as shown in Figure Select the Routing tab as shown in Figure 7. a) Click Add. b) Type tipt.ocs in the Domain field. c) Ensure that the Phone URI checkbox is not selected. d) In the Next Hop IP address field type the IP address of the Telstra SBC [ ] e) Select TCP from the Transport field drop down list. Note: TLS is not currently supported. f) In the Port field, type the port number of g) Click OK. 7. a) Select the Host Authorization tab as shown in Figure 8. b) Type the IP [ ] in the IP Address field. c) Select the Throttle As Server and Treat as Authenticated checkboxes. d) Click OK. TIPT-OCS Configuration Guide Version 1.1 Page 9 of 24

14 Step 3: Configure a route on the Office Communications Server pool for the Server URI, Continued Figure 6 Front-end properties tab Page 10 of 24 Version 1.1 TIPT-OCS Configuration Guide

15 Figure 7 Configuring routes for Server URIs Step 3: Configure a route on the Office Communications Server pool for the Server URI, continued Figure 8: Add Authorization Host tab TIPT-OCS Configuration Guide Version 1.1 Page 11 of 24

Step 4: Phone number normalization End user telephone information must be entered correctly for MOCC to communicate with the Telstra infrastructure.

16 Step 4: Phone number normalization End user telephone information must be entered correctly for MOCC to communicate with the Telstra infrastructure. Once completed, TIPT-OCS users can one click dial from MOCC or other Microsoft and third party applications enabled for OCS. If the end user telephone information is not entered correctly, calling or screen toasts may not be successful or may provide incorrect information to the end user. The Microsoft solution relies on a number of sources of information for end user s telephony information, including: AD, federated directory, the local Microsoft Outlook address book and telephone numbers expressly published by the called party. For the best TIPT-OCS experience all AD phone numbers must be in an E.164 format ie, +<country code> <area code> <local number> as shown in Figure 9. This is true not only for the corporate telephone number but also for a user s mobile phone, home phone or other phone details stored within AD as shown in Figure 10. Note: The Address Book Server (ABS) does not support location specific normalisation rules, ie, you can t have a separate set of rules for Sydney and Melbourne users. If telephone numbers are stored within AD in a format which can t be automatically normalised to an E.164 number then the ABS can not be used. Under this scenario manual updating of the AD is required. Figure 9 Change Address Book information within Active Directory Page 12 of 24 Version 1.1 TIPT-OCS Configuration Guide

Step 4: Phone number normalization, Continued Figure 10 Adding mobile and home telephone details If changing the phone number format in the AD is not possible, then the OCS ABS can be used to fix the

17 Step 4: Phone number normalization, Continued Figure 10 Adding mobile and home telephone details If changing the phone number format in the AD is not possible, then the OCS ABS can be used to fix the details, enabling OCS to function correctly. At defined intervals the ABS pulls telephone details from the AD, applies a filter and then loads these into the OCS database. If a normalisation script is applied at the time of loading the correct details are loaded into the OCS database and one click calling will function seamlessly for the end user. Note: When using RCC, any rules added to an Enterprise Voice dial plan are ignored by OCS. TIPT-OCS Configuration Guide Version 1.1 Page 13 of 24

18 Step 4: Phone number normalization, continued To use the ABS server for normalisation follow these steps. Step Action 1. Find the current location of the Address Book Server files by clicking on the Standard Edition Server or Enterprise Pool and expanding the Address Book Server Settings in the Office Communications Server 2007 management console. The default location on the Standard Edition Server is: An Enterprise Edition deployment creates shared folders for the Address Book and Meeting information, so a UNC path may be shown instead: 2. Create a new text file with the name Company_Phone_Number_Normalization_Rules.txt and configure the desired normalization rules. There is a sample file installed within the Web Components\Address Book Files\Files directory. This provides examples of the some of the key normalisation rules. 3. Execute the command abserver -regenur to trigger the User Replicator regeneration process. C:\Program Files\Microsoft Office Communications Server 2007\Server\Core\abserver regenur You might have to wait up to 5 minutes for it to complete. 4. After seeing Event ID within the Windows Server Event Log confirming completion, execute the command abserver -syncnow to trigger a new Address Book Server synchronization pass. C:\Program Files\Microsoft Office Communications Server 2007\Server\Core\abserver - syncnow You might have to wait up to 5 minutes for it to complete. Once synchronization has finished you can test any custom normalization rules using the command abserver -testphonenorm. Page 14 of 24 Version 1.1 TIPT-OCS Configuration Guide

Step 5: Restart Office Communicator When the gateway and the user details are configured instruct the end user to log out of MOCC and log back in. Sign back into OCS.

19 Step 5: Restart Office Communicator When the gateway and the user details are configured instruct the end user to log out of MOCC and log back in. Sign back into OCS. This will re-configure the desktop client with the appropriate details to enable interworking between OCS and TIPT. Step 6: Change the TIPT Toolbar username TIPT-OCS users who want to continue to use their TIPT Toolbar will need to perform the following steps after TIPT-OCS has been configured. A password change may not be required if the Save Password options is enabled. Step Action 1. In the Options window, Select the Account menu item as shown in Figure 11: 2. Type the address in the Username field. 3. Type the password in the Password field. 4. Click the Save Username checkbox. 5. Click OK. Figure 11: TIPT Options Account menu item TIPT-OCS Configuration Guide Version 1.1 Page 15 of 24

20 Step 7: Disable the TIPT Toolbar Call Notification popup TIPT-OCS users should disable the TIPT Toolbar toast. If the TIPT Toolbar Call Notification popup and the MOCC toast are both enabled, both popups will display for an incoming call. Step Action 1. Launch the TIPT Toolbar in Outlook or Internet Explorer. 2. Click the Options icon. 3. Select the General menu item as shown in Figure Ensure the Turn off Call Notification checkbox is checked. 5. Click OK. Figure 12 TIPT Options General menu item Page 16 of 24 Version 1.1 TIPT-OCS Configuration Guide

21 Step 8: Optional Group Policy change In addition to the mandatory provisioning steps it is recommended that the following Group Policy change is applied for each user. Telstra recommends that customers deploy the following Group Policy to all TIPT/OCS users. This policy is in addition to any other in-band or deployed policies defined by the IT administrator. Deployment of this policy is through the normal Group Policy tools with the full description and specific Administrative Template file (ADM) located on the Microsoft website at FFADBC07B7A9&displaylang=en Policy name TelephonyMode Setting name in Group Policy Editor Telephony Mode Description Type Recommended setting Enables Remote Call Control (RCC) without computer-to-computer calling. REG_DWORD 4 Testing your solution When your TIPT-OCS service has been installed by Telstra a Telstra Consultant will call you to advise you that your TIPT-OCS service is ready. The Telstra Consultant will ask you to perform the following tests to ensure your TIPT-OCS service has bee n configured correctly. Step Action 1. Log out and back in to Office Communicator. 2. Send a test Instant Message between two or more internal users to confirm the MOCC is installed correctly and can communicate with the server. 3. Call a MOCC user using click to call. 4. Test connectivity between the OCS front-end servers and Telstra s SBC utilising telnet (as described in Setting up Remote Call Control Step 1). TIPT-OCS Configuration Guide Version 1.1 Page 17 of 24

22 Support The following table provides details on where to get support if you require help with configuring OCS or TIPT. For support on Microsoft OCS related issues Configuring OCS to communicate with TIPT Contact Microsoft online troubleshooting/help at Your Microsoft partner or Microsoft Premier Support online Your Telstra Sales Specialist TIPT Helpdesk number Configuration changes This is a list of the steps you will need to follow if you make configuration changes following your initial TIPT-OCS installation. If you change user IDs or IP addresses Telstra systems need to be updated to allow communication between your OCS network and the TIPT network. To. Add a new user Change an existing user ID Change your OCS Front-End or Director server IP address Steps Create the new user following the steps in the Microsoft OCS Configuration guide. Contact your Telstra Account Executive to perform the required change on your TIPT service. Update the user ID following the steps in the Microsoft OCS configuration guide. Contact your Telstra Account Executive to perform the required change on your TIPT service. Contact your Telstra Account Executive to perform the required change on your TIPT service. Page 18 of 24 Version 1.1 TIPT-OCS Configuration Guide

23 Frequently asked questions Using TIPT TIPT Toolbar I have upgraded to TIPT-OCS and my TIPT Toolbar no longer functions. Topic Details Action User ID The User ID to use the TIPT Toolbar is set as the phone number. When you upgrade to TIPT-OCS you need to change your user ID to the address for the TIPT Toolbar to display. As per Step 6, select the General icon on the Services Toolbar. Select the Account menu item. Type the address in the Username field. Click the Save Username checkbox. Click OK. Answer toast popup When I receive a call the answer toast popup and the TIPT answer toast popup both display and flicker. Topic Details Action MOCC/TIPT compatibility When the TIPT answer toast popup and the MOCC toast popup are both enabled they display simultaneously when an incoming call is received. As per Step 7, disable the TIPT Toolbar Call Notification popup so that only the MOCC answer toast popup displays. TIPT and MOCC functions Are all TIPT features compatible with MOCC? Topic Details Action MOCC/TIPT compatibility Existing TIPT functionality is compatible with MOCC. MOCC offers click to call capability as per the Features of RCC listed above. Refer to the Telstra Online Resource Centre ( for details of existing TIPT functionality. TIPT-OCS Configuration Guide Version 1.1 Page 19 of 24

24 Handsets Handset compatibility Are all TIPT handsets compatible with TIPT-OCS? Topic Details Action MOCC/TIPT compatibility CISCO handsets do not support the Auto Answer function of MOCC. This means users must press buttons on their handset to make and answer calls. CISCO handsets should not be used with MOCC. You should upgrade to Polycom handsets. Accessing MOCC Logging on I am having problems logging in to the MOCC client. Topic Details Action Sign-in name length is >161 characters Sign-in name is in lower case The maximum sign-in name length Broadsoft supports is 161 characters, while Microsoft OCS supports 320 characters. If the sign-in name exceeds 161 characters login will fail. TIPT/OCS requires that sign-in names are in lower case. If there are any upper case characters login will fail. Change the Microsoft OCS sign-in to <161 characters. Change the sign-in name to lower case. Page 20 of 24 Version 1.1 TIPT-OCS Configuration Guide

25 Using MOCC Making calls I am having problems making calls from MOCC. Topic Details Action TIPT phone works Instant Messaging works If the TIPT phone doesn t work there is a problem with the TIPT network. If Instant Messaging doesn t work there is a problem with MOCC or OCS. Complete the Customer Group Administrator Checklist. If TIPT is still not working contact the TIPT Helpdesk number Contact your system integrator or Microsoft Partner. Making calls from Microsoft Outlook When I make a call from Microsoft Outlook it calls the person s PC and not their handset. Topic Details Action MOCC/TIPT compatibility When click to call is used in Outlook the default is to call PC to PC. Right click on the contact and select the phone from the menu. Redirecting calls When I click Redirect on the Answer toast popup calls are not redirected to my Mobile. Topic Details Action Alternate number setup Your mobile number needs to be setup in Microsoft Office Communicator Contact your system administrator to ensure that your mobile number is listed in your organisation s corporate directory or setup your mobile number in Microsoft Office Communicator: Setting Phone Options TIPT-OCS Configuration Guide Version 1.1 Page 21 of 24

26 Using MOCC, continued Do Not Disturb I have set Do Not Disturb on MOCC and I am still receiving calls. Topic Details Action MOCC/TIPT compatibility When Do Not Disturb is set on MOCC it only affects PC functions such as Instant Messaging and does not affect the TIPT handset. Set Do Not Disturb on the TIPT phone or the TIPT Toolbar to block calls. Conference calling I can t make a conference call using MOCC. Topic Details Action MOCC/TIPT compatibility The Conference Call function in MOCC is not supported. Use the Conference Call function on the TIPT Toolbar or handset. Voice Mail I can t use the Voice Mail function on MOCC. Topic Details Action MOCC/TIPT compatibility MOCC only supports Microsoft Voice Mail through the PC. It does not support TIPT Voice Mail through the handset. Use TIPT Voice Mail using the TIPT Toolbar. Call Forwarding I cannot set Call Forwarding on MOCC. Topic Details Action MOCC/TIPT compatibility The Call Forwarding feature of MOCC is not supported by TIPT- OCS. You can set Call Forward Always on the TIPT Toolbar. You can also call forward individual calls using the Redirect function on the Answer toast. Page 22 of 24 Version 1.1 TIPT-OCS Configuration Guide

27 Using MOCC, continued Video calling When I make or receive a video call the audio goes through my PC and not my handset. Topic Details Action MOCC/TIPT compatibility This feature is not supported in the solution Not applicable Microsoft Support Support contacts What support does Microsoft provide for OCS/MOCC? Topic Details Action Support Microsoft provides online support. You can also choose from a range of support agreements with Microsoft partners. Access the following pages for support: Office Communicator Office Communications Server TIPT-OCS Configuration Guide Version 1.1 Page 23 of 24

28 Glossary Term AD CAP MOCC OCS RCC SBC SIP SQL TIPT TIPT-OCS uacsta XSP Description Active Directory Client Access Protocol Microsoft Office Communicator Client Office Communications Server Remote Call Control Session Border Controller Session Initiation Protocol Structured Query Language Telstra IP Telephony Telstra IP Telephony Office Communications Server User Agent CSTA Broadworks XSP server Page 24 of 24 Version 1.1 TIPT-OCS Configuration Guide

Telstra IP Telephony Customer Group Administrator Checklist

Telstra IP Telephony Customer Group Administrator Checklist Version 4.5 Telstra Corporation Limited 2001 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may