woensdag 23 november 2011

Configuring voicemail in the Cloud with Office 365 UM and Lync on-premise

With Office 365 ( and Exchange Online ) you can enable (Hosted)Unified Messaging for you on-premise Lync deployment. This means that Office 365 users that work with Lync on-prem can use a hosted voicemail solution.

To do this you need to route voicemail calls to your Office 365 deployment.
Below you wil find the steps to follow to allow Lync on-prem to use the voicemail services in Office 365.

  • Ensure you have a working Lync environment.
  • Verify or configure on-premise Lync for integration with Office 365
  • Edit global or create new Hosted Voice Mail Policy.
  • Create UM Dial Plan.
  • Configure an E.164 Routing Number within the Dial Plan and Configure a Subscriber Access Number.
  • Create a Lync Exchange UM Contact to represent the previously created Dial Plan in Exchange.
  • Associate the Hosted VoiceMail Policy with the Contact Object.
  • Enable UM for the user.

First of all, you need an existing ( and working ) Lync environment including a Standard edition ( or Enterprise pool ) allong with a Mediation and an Edge server.
The next step is to verify or configure on-premise Lync for integration with Office 365.
In one of my previous posts, I describe this process. Direct link to post.
You have to configure integration otherwise voicemail will not work.

By default Lync creates a global HostedVoicemailPolicy, you can also create a new HostedVoiceMailPolicy based on a site or user.
I edited the global policy because for us there is no need to create different policy's.

Log on to one of your Lync servers and open an elevated Lync Server Management Shell.
To edit the global HostedVoicemailPolicy, use the following command.

It is very important that u always use Exap.um.outlook.com for the destination and use an Authoritive domain within Office 365 for the organization.
The third level domain which is assigned to the customer when they sign up for Office 365 ( domain.onmicrosoft.com ) would be a good choice.
For more information about which domain to choose for the organization parameter refer to the following community article : Community Office 365 Unified Messaging
If you do not set up the organization with an authoritive domain you wil get an error message from Exchange Online once everything is set up.
The error is shown below.

Now it is time to create a new UM dial plan for lync users who will use Online UM for voicemail.
To do this logon to the Office 365 Admin page and select manage under Exchange online as shown below.

This opens the exchange control panel.
Select Phone & Voice and choose UM Dial Plans and click new.

This opens the New UM Dial Plan wizard.
Enter your prefered settings, we only use 3 digit extensions.
For Dial Plan URI type you choose SIP URI and choose your preferred audio language.

Next we have to configure the Dial Plan with an E.164 Routing number which coincides with the Dial Plan that we just created.
This tells Exchange UM how to route calls for UM enabled users. You also need to fill in a Subscriber Access Number in readable format, this will be shown in the e-mail the users gets when they are UM enabled.
It is also visible in OWA.
Open the details of the Dial Plan and click Configure UM Dial Plan.

Enter the E.164 Routing Number you have chosen for accessing Voicemail and enter a number in readable format that will be presented to users.

Now we need to create a contact in AD to represent the Dial Plan. This can be done on the Lync server via Lync Server Management Shell.
The command is shown below.
  • For displaynumber, enter the number you entered in the Dial Plan.
  • For SipAddress, enter EX-UM-SA@domain.com
  • For Registrarpool, enter the FQDN of your Lync server Pool.
  • For OU, enter the CN for the OU where you want to place the contact.

This created the contact in the designated OU.
We will now have to assoiciate the Hosted Voicemail Policy (the edited global policy) with the contact we just made.

First, do a get-CsExUmContact to get the identity of the contact we just made.
Remember the Identity.
Enter the command below and specify the global policy in the policyname.

Well.... now you are good to go!
Next thing is to enable the user for UM and test your voicemail!

The used Cmdlets for easy copy pasting :) :
Edit global hostedvoicemail:
Set-CsHostedVoicemailPolicy -global -Destination Exap.UM.Outlook.Com -Organization domain.onmicrosoft.com

Create Lync contact for Hosted UM
New-CsExUmContact -DisplayNumber +(E164nr) -SipAddress sip:EX-UM-SA@domain.com -RegistrarPool (FQDN Registrarpool) -OU "(CN for OU you want to place contact in )"

Assoiciate Lync contact with Hosted Voicemail Policy.
Grant-CsHostedVoicemailPolicy -identity (identity) -policyname global

Good luck!

9 opmerkingen:

  1. I have a quick question regarding the routing number used to dial UM. I have a functional Lync system which is tied to an analog PBX via a SIP gateway (Audiocodes), and we have an on-prem UM server which has an internal phone extension. I've now configured the Lync Edge to connect to Exchange UM Online, and I chose an unused phone extention on the PBX and routed it to Lync (exactly like the on-prem) however this does not work. Microsoft support says that using on-prem phone extentions are not supported in this scenario, and that I either have to buy a SBC or buy a cloud SIP phone number through a provider like Jajah. Strangly through, I see no mention of this in any documentation. Can you confirm? Or were they mistaken?

  2. Hi, I did not use extentions and never tested if it works. I used a free number in our local pool for a routing number as you can see in the screens. In the normalization rules for the extentions you can define "Internal Extention". Probably the O365 UM is not "Internal" and therefore it does not work. Seems plausible. I don't have a testlab to test it for you atm, sorry. Check your Lync logs to see exactly what happens.

  3. I'm having an issue at our deployment. There is no issue with accessing voicemail however when dialing the SA the call fails. You can't reach it externally either. We're on Office 365. From logging it looks like the request to Exchange is coming from the Front End, where from what I'm told it should be originating from the edge server. Looking at logging from the edge server nets nothing important, except no traffic going to Exchange. Any ideas?

    1. When I look at my logs, my call is received on the Front end, it then gets redirected to the edge from where it connects to exap.um.outlook.com. The routing number must be the same as the number in the contacts created for hosted voicemail.
      Feel free to contact me by Twitter PM is you need any further assistance.

  4. A voicemail greeting may be the very first impression you convey to an interested employer.

  5. Voice mail is best for your urgent message and this article tell me how to record a voice message and how to send thanks for share it voicemail greeting example .