In the current age, businesses are completely dependent on various communication modes and devices for accessing information on a real time basis. Unified Communications, with its ability to integrate several modes of communication into a single architecture, has therefore emerged as one of the significant technology propositions in today’s age. Medium as well as large scale organisations are seriously exploring the idea of having a Unified Communications architecture for improving their efficiencies.

Macawber Beekay, a New Delhi-based manufacturing company, recently implemented a Unified Communications solution from Microsoft. The company offers solutions to core sectors of the Indian economy like power, cement, steel, chemicals etc to help them meet their bulk material handling requirements. The company has manufacturing facilities and offices spread across Greater Noida, UP and New Delhi. Macawber Beekay’s main purpose behind the UC implementation was to develop a strong, organisation wide collaboration/ communication infrastructure for its employees. After much thought, the company decided to go ahead with Microsoft Office Communications Server 2007 and Exchange Server 2007.

Rising Travel Bills and Collaboration Needs call for UC

According to Sanjay Manchanda, director, Microsoft Business Division, companies today struggle to keep track of e-mails and phone calls across multiple inboxes, devices and phone numbers; to remember a growing number of passwords; and to synchronise contacts, appointments, and data between desktop PCs and mobile devices. In such a scenario, UC enables employees to move a conversation seamlessly between voice, text, and video and from one device to another as the location and information sharing needs change.

Macawber wanted to encourage greater collaboration among its employees through easier and cost effective communication methods. With manufacturing facilities scattered in several locations, it was already experiencing high cost of travel in terms of transportation, boarding cost and downtime of employees during travelling. The company was earlier using a Linux-based messaging solution; however, it faced a lot of challenges in terms of managing the infrastructure. Gautam Gupta, director, Macawber Beekay says that limited support for the Linux system also adversely affected the collaboration activity.

The company had evaluated both Lotus Notes and Linux for establishing UC architecture; however, ultimately decided to go in for MS primarily because of strong support services. According to Gupta, apart from the support factor, there are a very limited number of applications available on Linux and open source, which limits the choice that a company has. The need for connecting employees in real time through seamless and effective collaboration led Macawber to implement a UC solution from Microsoft.

Single, Integrated Inbox for e-Mail, Fax and Voice Mail

A Uniform Communications platform essentially eliminates the need for operating an unwieldy mix of disconnected systems: a PBX system for phone calls, a messaging system for voice mail, a solution for e-mail, a system for instant messaging and more.

Macawber has deployed Office Communications Server (OCS) 2007 and Exchange Server 2007 at their Head Office with employees accessing it from three other offices viz. New Delhi, Greater Noida and Kolkata.

OCS 2007 delivers software-powered IP telephony, IM, conferencing (audio and Web), and Presence awareness so users can constantly see colleagues’ availability—all within a single, integrated framework. Presence information indicates the real time status of employees based on Office Outlook 2007, which contains their calendar information, activity status and user preferences. Going further, Exchange Server 2007 allows Unified Messaging, which delivers e-mail messages, faxes, and voice mail to a single, integrated inbox. Users can access this integrated information from familiar clients such as the MS Office Outlook messaging and collaboration client or from a telephone using MS Office Outlook Voice Access.

Implementation Concerns

The Unified Communications suite from Microsoft comprises MS Office Communication Server 2007, Exchange Server 2007, Microsoft Office Communicator 2007, Microsoft Office Communicator Web Access 2007, Microsoft Office Communicator Mobile 2007 and Windows Mobile Device. The official website of Microsoft claims that in order to have a complete VoIP experience, organisations need to have all the pieces of its UC solution installed. However, Macawber has only implemented OCS 2007 and Exchange Server 2007 at present. It is also using Office Communicator 2007 for instant messaging as well for PC-to-PC calling. Gupta says, "The next logical step for us will be to leverage on Communicator Web Access and Communicator Mobile 2007 on Windows Mobile devices as we already have the infrastructure in place to use it."

It is important to note here that most organisations would have already invested in several different kinds of mobiles and PDA devices for their workforce. Such companies cannot completely discard their investments in these devices. When asked about this concern, Manchanda says that Exchange Server 2007 provides broad mobile device support through relationships with Microsoft’s partners, who licence the Exchange ActiveSync protocol. Exchange ActiveSync offers Direct Push technology, enabling a seamless, push e-mail experience for compatible devices. Exchange ActiveSync uses an encrypted HTTPS connection, that is established and maintained between the device and the server to push new e-mail messages, schedules, contact information, and tasks to the device.

"Customers can take advantage of Exchange ActiveSync and avoid the added cost of middleware or service fees through compatible devices and software offered by our licenced partners. The current partner list includes Nokia, Sony Ericsson, Palm, Symbian and Datavz," says Manchanda.

The integration of the legacy telephony system is again considered as one of the major challenges for enterprises seeking a seamless Unified Communications experience. Microsoft, in fact, claims that the key proposition of their solution is that it integrates well with any existing telephony infrastructure. "With the native support for Session Initiation Protocol (SIP), Communications Server 2007 and Microsoft Office Communicator, both part of the Microsoft Office 2007 system, interoperate with products from industry partners including Nortel Networks, Alcatel-Lucent, Avaya, Cisco Systems, LG-Nortel, Mitel Networks, NEC Philips Unified Solutions, Polycom and Siemens Communications," says Manchanda.

At Macawber, Gupta says that full integration between the OCS and existing PBX is currently in progress. However, there are some problems on the telephony solution front, which are expected to be resolved soon.

The first phase of the entire deployment at Macawber began in January 2008 and was completed in May 2008. In the second phase, which is currently on, the company wants to include a larger number of users.

Seamless Collaboration in Cost Effective Manner

The OCS 2007 at Macawber has given employees a seamless communications experience based on a fully integrated communications infrastructure. The Active Directory services in Windows Server from MS UC technologies combine names, Private Branch Exchange (PBX) extensions, e-mail addresses, and logons within a single corporate directory. This has resulted in simplified administration and a better controlled IT environment.

By providing employees with a richer conferencing experience including video, file-sharing capabilities, shared desktops, and VoIP communications, the company has reduced the need for travel and has eliminated external conferencing. Gupta says, "We have already reduced approximately 10-15 percent travel costs and expect to further reduce by almost 40 percent."

With Unified Messaging the company has easier, flexible and real time access to voice mail, e-mail and faxes, which has resulted in better information sharing and collaboration between offices. Presence is one of the key benefits of MS UC solution as it not only enables users to see the status of colleagues but also to contact them through several media like IM, phone calls or video conferencing. Employees can instantly find and collaborate with local and remote users to share critical and time sensitive information. The real time information on whereabouts of people also leads to faster decision making and efficiency of operations.

UC is thus, bound to put enterprises on a growth curve; however, certain integration and regulation issues are dampening the excitement to an extent.