This document provides an overview and instructions for using Skype for Business, the Borough of West Chester's new VoIP phone system. It discusses the history of telecommunications and why the borough moved to Skype. It then covers what VoIP is, how Skype for Business works, and how to set up contacts and communicate using the client. The document includes steps for changing presence status, integrating with Outlook, setting up groups and contacts, instant messaging, and accessing settings. It emphasizes that Skype allows employees to communicate from any device while reducing infrastructure costs.

1. Borough of West Chester
Technology Training #19
June 14, 2016
And….
• Passwords and Password Managers
• Email Security
• Office 365 – portal walkthrough
• Q & A
Skype for Business

2. Overview
On May 2nd we successfully moved away from our old phone system and to our
new and exciting “Skype for Business” VoIP service.

3. The telecom companies are moving away from the old wired / coper
infrastructure and towards new technologies such as fiber and FiOS
which can support new VoIP services like Cisco & Microsoft’s Skype for
Business.
Why Did We Make This Change?
The Bell Telephone Co was founded in 1877, making the phone system
almost 140 years old.
Public internet: Started in 1991 which makes it 25 years old
Alexander Graham Bell won the first U.S. patent for the telephone in
1876. Bell began his research in 1874. In 1877-78, the first telephone line
was constructed, the first switchboard was created and the first
telephone exchange was in operation. Three years later, almost 49,000
telephones were in use.

4. What is VoIP?
The History of VoIP
Voice over Internet Protocol, abbreviated VoIP, is a fairly recent technology. It goes by many names,
including Voice Over Broadband (VoBB), Internet Telephony, IP Telephony, and broadband phone.
The advent of the Internet brought with it an abundance of innovation regarding communication. Of
course, there was email in the beginning, but then people started wondering whether they could
communicate in real-time. This brought about instant messaging, which put AOL in the spotlight as
the most popular provider. But, others wanted a more personal connection – they wanted to hear
another person’s voice over the Internet in real time, which brings us to VoIP.

5. What is VoIP?
VoIP is the transmission of voice “data packets” from one IP address to another over the Internet.
Developed around 1995, it originally served as a work-around for long-distance and international
telephone charges. Less than two decades old, VoIP has revolutionized communication all around
the world.
VoIP operates by transferring voice signals between IP addresses, which means that these signals have
to transform into pieces of data small enough to transmit. Vocal samples from the sender are broken
down into voice “packets,” which are given routing information and sent to the receiving end. The
packets transmit one-by-one, then re-form as close to the original state as possible, creating one whole
voice. This process compresses the voice signal, and then decompresses the signal for the receiver.
How Does VoIP Work?

6. What is VoIP?
Since it’s launch in 1995 the reliance on VoIP services has continued to grow. VoIP
enjoyed regular growth through out the 1990’s and 2000’s.
Then in 2003 Skype entered the scene and VoIP gained national attention. VoIP,
through Skype became a service that anyone could easily use. Facebook’s “FaceTime”
also helped boost the popularity of VoIP.
Today VoIP is becoming the go-to communication solution for consumers and
businesses world wide. There are many reasons for this which include the integration of
technologies and the ability to work from anywhere on any device.
Oh – and of course the 140+ year old telecom system is showing it’s age and the
phone companies are struggling to maintain it’s infrastructure.
All of this – and more has led us to Skype for Business…

7. Into the Future with Skype for Business
You may ask yourself, “Why did we move to Skype? I liked my old phone”.
There are many reasons and here are just a few.
• The 140+ year old telcom system has seen better days and it is a dying
technology.
• Skype for Business allows us to mobilize our workforce.
• Skype for Business allows us to communicate in many ways from any
device we happen to be using.
• Skype for Business allows us collaborate in new & exciting ways.
• Skype for Business allows us combine our communication services with
our productivity suite (Office 365).
• Hosted Skype for Business allows us to reduce infrastructure while at the
same time expanding services.

8. An Overview of the Skype for Business Client

9. Adding a profile picture
If you have uploaded a profile picture to Office 365 through the main portal, it will
automatically carry through to Skype for Business.
To upload or edit your picture from within Skype for Business:
1. Click Options (cog icon ) on the Skype for Business main window
2. Choose Tools > Options
3. In the Skype for Business Options window, select My Picture from the left-hand panel
4. Click the Edit or Remove Picture button to upload an image. Office 365 will open.
5. Browse to select your picture file, then click Save at the bottom right of the screen
- You will be returned to the Skype for Business Options window
6. Ensure that the Show my picture radio button is selected
7. Click OK

10. Displaying Your Availability “Presence”
A user’s availability is indicated by the colored icon beside their profile picture. This
availability status is known as your presence and will indicate a status such as
Available, Busy, Away, Do Not Disturb, etc. Your presence indicator will effect
which communication options are available.
Presence is only indicated for those with the Skype for Business client running,
otherwise it will show as Offline (uncolored). Indicators are based on your Outlook
calendar information, but update according to both your calendar and your
activity.
For instance, if you are available at your desk but don’t use your mouse or keypad
for a period of time (the default is 5 minutes, but this can be changed – Options>
Tools> Options> Status), Skype for Business automatically changes your presence
indicator from green to an inactive yellow icon. Using your keyboard or mouse
returns your status to available.

11. Displaying Your Availability “Presence”
You can also manually change your availability by:
• Using the drop-down status menu in the Skype for
Business window

12. Integration with Outlook
As Skype for Business is integrated with Outlook, you will automatically see the availability of colleagues
when you communicate with them by email.
When you add a name to the address field in a new email you will also see their presence status
displayed beside the name.
Contacts
When you first start using Skype for Business, it is worth investing some time
setting up contacts and groups so that you can easily communicate with
people that you frequently interact with.

13. Integration with Outlook
Creating a group
1. In the main Skype for Business window, click the Add a Contact
2. Choose Create a New Group
3. A New Group box will appear. Rename it by overwriting the text so that the new name is meaningful
to you
4. Your group has been created, and you can start adding contacts to it
Finding and adding contacts
1. In the main Skype for Business window start typing the name in the search box.
- A list of matching people from your Contacts will appear
2. Right-click on the required name and select Add to Contacts List, which then gives options of
adding to a specific group.
You can also add contacts from the Add a Contact
icon, then choose Add a Contact in My Organization

14. Integration with Outlook
Communicating with your contacts
To communicate with a contact, use one of the following methods to access the communication
tools, then select the option you want to use (e.g. instant message, video call, etc).
• Hover your mouse over their picture in the contacts list:
• Double-click anywhere on their contact listing:
• Right-click their contact listing:

15. Communicating with Your Contacts
Instant messaging (IM)
Instant messaging (IM) allows you to communicate with people in real time, and at a moment’s notice. It is less
formal than email, and faster than a phone call. You can have an IM conversation with one or many people, send
pictures and files or add audio or video.
Starting an IM conversation with one person
1. Locate the person you want to send an instant message to
2. Display the communication options for that person using one of the methods above
3. Choose the instant messaging icon
- A conversation window will appear
4. Type your message at bottom of the conversation window
5. Press the return key or click the send icon (>)

16. Communicating with Your Contacts

17. Communicating with Your Contacts
• If a person’s status is set to Do Not Disturb, your message will not
be sent.
• To get a notification when someone’s status returns to Available
you can tag the contact (Right-click on their contact name and
select Tag for Status Change Alerts). When they are next available
you will get a pop-up notification on screen, allowing you the
option to make contact and un-tag them.

18. Skype for Business Settings
This is the settings wheel.
From here you can manage
all of the settings for Skype
for Business.
Walk Through of
all settings.

19. Skype for Business
User Guide

20. The reason this is important is that the majority of the
malware that jeopardizes the Borough’s data is originating in
personal email.
You do not what to be in a position in which you must
explain why you were using Borough email for personal
business and that it was your personal email that placed
our data and security at risk.
Email - Separating Personal & Professional Messages
You can avoid this by simply taking the time to
separate your email accounts.

21. You can see here how official or real a piece of malware can look. Here
you can see a message pretending to be from Costco attempts to lure
the recipient to their website. By clicking the here link malware is
installed the on the PC.
Email – A Closer Look at Malware
Once again, never ever click on a link
or attachment in an email that you
did not specifically request. If you
believe it may be a legitimate
message make phone contact with
the retailer.
Any other action on your part will
place your data and perhaps the data
of your organization in jeopardy!

22. 1. Email messages, attachments, and other data—is discoverable and may be
used as evidence—for or against any organization — in litigation.
2. Email that is related to current, pending, or potential litigation shall be retained,
archived, and produced during e-discovery, the evidence-gathering phase of
litigation.
3. Employers are allowed to routinely purge electronic archives of data that is not
relevant to ongoing litigation or pending cases.
Email – Current Policy and Procedure Review
4. All email is archived and may be retrieved as part of an open records request or
an internal investigation.
5. Borough of West Chester email shall not contain profanity or illegal action of
any kind.
6. Borough of West Chester email shall not be used to conduct personal business.

23. Be Smart with Your EMAIL
I have talked about my 2 very simple email message rules before and this is
another opportunity to talk about it. My simple 2 rules should be considered
before sending email (or text) messages especially if the topic is sensitive,
emotional or important in nature.
Would you (the sender) say what your are sending if you were “face to face” with
the recipient?
• If the answer is probably “no” – do not send the message.
Would you be embarrassed (or concerned) if a third party read the message you
sent?
• If the answer is “yes” – do not send the message.
Do you see how easy these rules are? If you do you could save yourself, and
your organization a lot of problems down the road.

24. Protecting Your Information
As we continue relying on technology for conducting business, communicating through
email, social media and shopping online cybercriminals are going to continue getting
smarter and more aggressive in how they try to steal personal information.
So we need to be even smarter….

25. Password Management
Password Management is becoming one of the best defenses for security flaws. Passwords
today need to be taken very seriously. This means having a good, efficient password
management plan for every account you have online.
Password Management in days past could be very complicated, time consuming and difficult.
However today there are many solutions out there that are easy to use, secure and either free
or very inexpensive.
Each of your accounts should have a strong and
unique password.

26. Password Management with LastPass
Last Pass has both a free account and a paid account.
The paid account is $12 / year and provided mobile app support which is alone is well worth
the cost.
With this password management tool you will be able to organize, manage and use unique
secure passwords easily.
In fact I use LastPass and I actually do not even know what the majority passwords are.
Now – that’s security!

27. Introducing LastPass
What I really like about LastPass is that you actually do not need to know all those passwords
and their app is available on every device you may choose to use.
You just need to know one password…. Your LastPass password.

28. Introducing LastPass
With this in mind, even before you sign up for LastPass be sure to think about a good, secure
password that you will never – ever forget.

29. Simple Passwords are so Yesterday
Passwords as we know them are going to
change in a big way very soon. Gone will be the
time when simple words like… “password” will be
used or accepted.
Now I may be getting ahead of myself but…
A better password strategy is using key phrases
that only you would know and no one else could
guess or that a cyber criminal could hack.

30. Embrace Password Management
This is important before we continue. Make sure you pick a
good password or phrase that you will not forget. It will also be
a good idea to print and save this password is a secure location
like a safe in your home or another secure location.
This will be the only password you will need if you use LastPass
(or similar password managers) regularly.
If you forget your LastPass password there is NO reset
mechanism.

31. Questions & Discussion