Justin Morris
Enhancing your Lync 2013
Rollout to Make it a Killer
Success for the Business
Who am I?
•
•
•
•
•
•

Lync MVP and Senior Consultant at Modality Systems
8 years experience with UC in Australia and the ...
Completing the UC Picture
• Lync 2013 provides the core UC solution
• How do you support a period of coexistence?
• How do...
Completing the UC Picture
• The last mile of a voice rollout
• Meeting legal, regulatory and company policy
requirements
•...
Session Objective
• Understand the supporting products/services
available to enhance a voice rollout
What I’ll Cover
•
•
•
•
•
•
•

Contact Centers
Call Recording
Operator Consoles
SIP Trunking Services
Session Border Contr...
Industries
•
•
•
•
•

Financial Services
Professional Services
Customer Service Departments
Training Teams
IT Planners
Contact Centers and Lync
• Continually evolving and improving story
• Core to completing the unified
communications vision...
Determining Your Requirements
•
•
•
•

How many agents do you need to support?
What kind of queues are required?
Reporting...
Integration Methods
• SIP trunk from SBC to CC servers
• Pure voice path

• UCMA application integrated with Lync
• Confer...
User Experience
• Survey key stakeholders on their required
features. Don't just do like for like!
• Integrated client or ...
Final Considerations
• Can the contact center client app run over
Edge or does it need VPN?
• Vendor support
• HA/DR model...
Call Recording
• Required by many regulated industries and
for training purposes
• Eight vendors qualified by Microsoft to...
Determining Your Requirements
• All users or just a subset (i.e. contact center
agents)?
• Do you need to record all conve...
Four Ways of Recording Lync Calls
•
•
•
•

UCMA Conference
Trunk Side
Port Span
Media Proxy (Edge or Dedicated Server)
Considerations
• How is the solution licensed?
• How does the solution handle failover?
• Scaling of the solution - Multi-...
Operator Consoles
• High call volume users
• Receptionists are one of the most important
people in your organization
• Get...
Operator Console Considerations
• How many users will require an operator
console?
• Software or hardware based?
• Will yo...
Operator Console Considerations
• Directory integration
• Active Directory import
• CRM/DB contact import

• Evaluate user...
SIP Trunking Services
• Consolidate PSTN connectivity in one or two
data centers in the same country
• Centralize manageme...
Delivery Methods
• Differs depending on provider
• TLS/SRTP over the internet
• MPLS or VPN connection to provider
Migration Planning
• Comprehensive testing
• Plan for a pilot using test DID/DDIs
• Schedule number porting
Session Border Controllers (SBC)
• Provides a core voice routing platform
• Forms the glue of a complex interop scenario
•...
Two Deployment Models
• Upstream deployment
• SBC is deployed “in front” and terminates SIP trunk
from ITSP. SBC then rout...
ISDN Gateways
• PSTN termination using existing E1 or T1 PRIs
• PRI connection to legacy PBX
• Can be combined with an SBC...
Two Deployment Models
• Upstream deployment
• ISDN gateway is deployed “in front” and terminates
ISDN PRIs from PSTN carri...
Accommodating Analog Devices
•
•
•
•

Fax machines
Common Area Phones
Door entry systems
Paging systems
Fax machines
•
•
•
•

Audit your requirement for fax machines
Analog ports in a gateway
Dedicated PSTN analog ports
Recomm...
Common Area Phones
• Basic, legacy analog phones can be
repurposed in Lync 2013
• Spec gateways with analog ports
• Dial-t...
Door Entry/Paging Systems
• Hit and miss depending on system
• Validate before committing to it
• Consider deploying a new...
Enhanced Reporting
• Build on what Lync Monitoring Reports
provide
• Provide the business with comprehensive
usage reports...
Enhanced Reporting
• Measure UC usage and adoption to validate
ROI
• Service utilization statistics
• Detect and eliminate...
Enhanced Reporting
• Billing – define call rates and bill based on user or
department
• Intelligent live dashboards based ...
Meet Regulatory Requirements
• Control how IM, voice, video, federation, etc
is used
• Legal Disclaimers
• Keyword Detecti...
Data Loss Prevention and eDiscovery
• Ensure sensitive data doesn’t leave the
organization
• Detect and filter keyword str...
Voice Mail Compliance
• What’s the business justification?
• Exchange IRM and AD RMS
• Transport Rules
CRM/ERP Integration
• Microsoft Dynamics CRM Integration
• Caller information from CRM in Lync (CRM
Enhance)
• Sync call d...
Developing on the Platform
• Server Side Customization
• UCMA
• MSPL
• UCWA

• Client Side Customization
• UI Suppression ...
UCMA
• Version 4.0 with Lync Server 2013
• For bots and services that need to intercept
Lync traffic
• Application server ...
MSPL
• Microsoft SIP Processing Language
• Lightweight script that sits in SIP stack
• Filter on and modify SIP headers
UCWA
• New in Lync Server 2013 CU1
• Mobile client powered by UCWA
• Great for custom web clients
Client Side Apps
• UI Suppression Mode
• Client Window Extension (CWE - Silverlight)
End User Adoption
• The best technical solution is useless if it’s not
used!
• Training
• User Satisfaction Surveys
• Lync...
Key Takeaways
• Understand all compliance requirements that
must be met
• Evaluate solutions and keep user experience
in m...
Thank you!
Ask me questions on twitter @justimorris
Please evaluate the session
before you leave 
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business
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Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business

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  • Genesys, Aspect, Interactive Intelligence, prairieFyre, Altigen, Clarity Connect
  • UCMA Conference Escalate each call to a conference, usually via a client side plugin, use Lync native Conference MCU to Record the callTrunk Side Record on the PSTN Trunk side of a gateway (ISDN or SIP), or on the gateway itself or sometimes Mediation serverPort Span Use a network Port Span to capture and later decrypt trafficMedia Proxy Use a MSLP server side plugin to redirect the media to allow capture, either on Edge or via dedicated media proxy servers Note: Some Vendors support more than one model
  • Justin Morris - Enhancing your lync 2013 rollout to make it a killer success for the business

    1. 1. Justin Morris Enhancing your Lync 2013 Rollout to Make it a Killer Success for the Business
    2. 2. Who am I? • • • • • • Lync MVP and Senior Consultant at Modality Systems 8 years experience with UC in Australia and the UK Deployed the largest Lync voice deployment in the UK Co-founder of MUCUGL / Blog @ justin-morris.net Contributor of The UC Architects Podcast Twitter - @justimorris
    3. 3. Completing the UC Picture • Lync 2013 provides the core UC solution • How do you support a period of coexistence? • How do you address the remaining communications requirements? • Value-adds and complimentary products
    4. 4. Completing the UC Picture • The last mile of a voice rollout • Meeting legal, regulatory and company policy requirements • Measuring the adoption of the UC solution
    5. 5. Session Objective • Understand the supporting products/services available to enhance a voice rollout
    6. 6. What I’ll Cover • • • • • • • Contact Centers Call Recording Operator Consoles SIP Trunking Services Session Border Controllers ISDN Gateways Accommodating Analog Devices • • • • • • Enhanced Reporting Compliance CRM/ERP Integration Custom Development End User Adoption Key Takeaways
    7. 7. Industries • • • • • Financial Services Professional Services Customer Service Departments Training Teams IT Planners
    8. 8. Contact Centers and Lync • Continually evolving and improving story • Core to completing the unified communications vision • Can be an independent project in its own right
    9. 9. Determining Your Requirements • • • • How many agents do you need to support? What kind of queues are required? Reporting and analytics Could Lync Response Groups fulfil the requirement instead?
    10. 10. Integration Methods • SIP trunk from SBC to CC servers • Pure voice path • UCMA application integrated with Lync • Conferences are created on Lync pool
    11. 11. User Experience • Survey key stakeholders on their required features. Don't just do like for like! • Integrated client or standalone client run sxs with Lync 2013 • Training is key
    12. 12. Final Considerations • Can the contact center client app run over Edge or does it need VPN? • Vendor support • HA/DR model. What uptime can it provide?
    13. 13. Call Recording • Required by many regulated industries and for training purposes • Eight vendors qualified by Microsoft today
    14. 14. Determining Your Requirements • All users or just a subset (i.e. contact center agents)? • Do you need to record all conversations or just PSTN? • Just voice or video, desktop sharing, etc? • Constant recording or on-demand recording?
    15. 15. Four Ways of Recording Lync Calls • • • • UCMA Conference Trunk Side Port Span Media Proxy (Edge or Dedicated Server)
    16. 16. Considerations • How is the solution licensed? • How does the solution handle failover? • Scaling of the solution - Multi-site deployments • How are the recorded calls discovered? • What is the impact on the network?
    17. 17. Operator Consoles • High call volume users • Receptionists are one of the most important people in your organization • Get them involved early
    18. 18. Operator Console Considerations • How many users will require an operator console? • Software or hardware based? • Will you evaluate Lync 2010 Attendant? • Conduct a proof of concept of multiple products
    19. 19. Operator Console Considerations • Directory integration • Active Directory import • CRM/DB contact import • Evaluate user experience
    20. 20. SIP Trunking Services • Consolidate PSTN connectivity in one or two data centers in the same country • Centralize management of PSTN ingress/egress • Lower call rate and ongoing service cost
    21. 21. Delivery Methods • Differs depending on provider • TLS/SRTP over the internet • MPLS or VPN connection to provider
    22. 22. Migration Planning • Comprehensive testing • Plan for a pilot using test DID/DDIs • Schedule number porting
    23. 23. Session Border Controllers (SBC) • Provides a core voice routing platform • Forms the glue of a complex interop scenario • Able to mediate SIP connections between Lync, PBXs, SIP trunk providers and more
    24. 24. Two Deployment Models • Upstream deployment • SBC is deployed “in front” and terminates SIP trunk from ITSP. SBC then routes calls to Lync and the legacy PBX • Downstream deployment • SBC is deployed “behind” legacy PBX and only routes calls to and from Lync
    25. 25. ISDN Gateways • PSTN termination using existing E1 or T1 PRIs • PRI connection to legacy PBX • Can be combined with an SBC to provide ISDN and SIP interoperability
    26. 26. Two Deployment Models • Upstream deployment • ISDN gateway is deployed “in front” and terminates ISDN PRIs from PSTN carrier. ISDN gateway then routes calls to Lync and the legacy PBX • Downstream deployment • ISDN gateway is deployed “behind” the legacy PBX and only routes calls to and from Lync
    27. 27. Accommodating Analog Devices • • • • Fax machines Common Area Phones Door entry systems Paging systems
    28. 28. Fax machines • • • • Audit your requirement for fax machines Analog ports in a gateway Dedicated PSTN analog ports Recommendation: move to a hosted fax solution or SIP based fax server
    29. 29. Common Area Phones • Basic, legacy analog phones can be repurposed in Lync 2013 • Spec gateways with analog ports • Dial-tone functionality only
    30. 30. Door Entry/Paging Systems • Hit and miss depending on system • Validate before committing to it • Consider deploying a new, more intelligent solution
    31. 31. Enhanced Reporting • Build on what Lync Monitoring Reports provide • Provide the business with comprehensive usage reports • Drill down into use cases – find what’s being used and what isn’t
    32. 32. Enhanced Reporting • Measure UC usage and adoption to validate ROI • Service utilization statistics • Detect and eliminate problems before end users notice
    33. 33. Enhanced Reporting • Billing – define call rates and bill based on user or department • Intelligent live dashboards based on site, devices, modalities • Agents on Front End and Back End servers provide real-time data • On-premise or hosted solutions available
    34. 34. Meet Regulatory Requirements • Control how IM, voice, video, federation, etc is used • Legal Disclaimers • Keyword Detection and Filtering • Ethical Walls
    35. 35. Data Loss Prevention and eDiscovery • Ensure sensitive data doesn’t leave the organization • Detect and filter keyword strings (credit card/social security numbers) • Make discovery of Lync archived data easier and faster
    36. 36. Voice Mail Compliance • What’s the business justification? • Exchange IRM and AD RMS • Transport Rules
    37. 37. CRM/ERP Integration • Microsoft Dynamics CRM Integration • Caller information from CRM in Lync (CRM Enhance) • Sync call data into CRM (CRM Sync) • Salesforce Integration • Education database integration • Track attendance
    38. 38. Developing on the Platform • Server Side Customization • UCMA • MSPL • UCWA • Client Side Customization • UI Suppression mode • Client Window Extension
    39. 39. UCMA • Version 4.0 with Lync Server 2013 • For bots and services that need to intercept Lync traffic • Application server where your app/bot lives
    40. 40. MSPL • Microsoft SIP Processing Language • Lightweight script that sits in SIP stack • Filter on and modify SIP headers
    41. 41. UCWA • New in Lync Server 2013 CU1 • Mobile client powered by UCWA • Great for custom web clients
    42. 42. Client Side Apps • UI Suppression Mode • Client Window Extension (CWE - Silverlight)
    43. 43. End User Adoption • The best technical solution is useless if it’s not used! • Training • User Satisfaction Surveys • Lync Service Desk
    44. 44. Key Takeaways • Understand all compliance requirements that must be met • Evaluate solutions and keep user experience in mind • Complete the last mile with value-adds
    45. 45. Thank you! Ask me questions on twitter @justimorris Please evaluate the session before you leave 

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