Unified Messaging Outlook Voice Access Call Processing

Applies to: Exchange Server 2010

When an authenticated UM-enabled user calls in to the Microsoft Exchange Server 2010 Unified Messaging (UM) system, the call is received by your organization's telephony network and then passed to an Exchange 2010 Unified Messaging server that handles and routes the incoming call. This topic discusses the message flow for incoming Outlook Voice Access calls to an Exchange 2010 Unified Messaging server.

Outlook Voice Access

With Exchange 2010 Unified Messaging, UM-enabled users or subscribers can access their e-mail, contacts, and calendaring information using a standard analog, digital, or mobile telephone. When UM-enabled users use Outlook Voice Access, they can perform the following tasks:

• Listen to new and saved e-mail and voice mail messages.
• Forward, reply, save, and delete e-mail and voice mail messages.
• Interact with their calendar.
• Locate a person in the global address list or personal contacts.
• Send a voice message to a person.
• Change their PIN, spoken name, or greetings.
• For more information about subscriber access in Exchange 2010 Unified Messaging, see Understanding Unified Messaging Subscriber Access.

Outlook Voice Access Message Flow

Outlook Voice Access incoming calls and messages created using Outlook Voice Access are routed to an Exchange 2010 Unified Messaging server and then to the Mailbox server. However, if a message is submitted using Outlook Voice Access, for example, a change in the schedule of a meeting from a subscriber, the message is submitted to a Hub Transport server before it's routed to the appropriate mailbox for the Exchange 2010 recipient or recipients.

The following figure illustrates how incoming calls and messages placed by subscribers or UM-enabled users flow in an Exchange 2010 organization.

Outlook Voice Access message flow in an Exchange 2010 organization