Deploying and Managing Lync Voice

2. VOICE302 Deploying and Managing Lync Voice Tim Rang & Zahid Saeed Technical Solutions Professionals- Lync Microsoft Corporation

3. Agenda Choosing your Project Sponsors Lync Voice Call Routing Lync Call Handling Services Devices

4. Sponsors

5. Get support for your project • Executive sponsorship must be appropriate and accountable for the scale of deployment planned. The level and intensity of sponsorship will also change as projects progress from pilot to full deployment. • Is the executive sponsorship appropriate and properly accountable for the scale of the next phase of the deployment? • Is the anticipated return on investment clear and measurable? • Is the sponsoring executive accountable to achieve the ROI and the overall value of the Lync deployment?

6. Lync Voice Routing

7. User Initiates Call Voice Routing SIP URI User=phone Call Park Orbit Range Emer.Call? Global? Dial Plan No No Normalization Rule Normalization Rule 404: No matching rule Normalization Rule Yes Yes DialingBehaviors Reverse Number Lookup Routing &Authorization Location Policy No match Match PSTN Usage 1. Vacant Number Range 2. Call Park Orbit Range 3. Voice Policy Routes PSTN Usage Route Route PSTN Usage Route PSTN Usage Route Mediation Server andTrunk Configuration 403: No route found Announcement orCall Park Application Gateway / IP-PBX / SIP Trunk Inbound Routing External Endpoint Receives Call UC Endpoint Receives Call 7

8. User Initiates Call Voice Routing SIP URI User=phone Call Park Orbit Range Emer.Call? Global? Dial Plan No No Normalization Rule User habits Normalization Rule 404: No matching rule Normalization Rule Yes Yes DialingBehaviors Reverse Number Lookup Routing &Authorization Location Policy No match Match PSTN Usage 1. Vacant Number Range Gateway selection (or not) 2. Call Park Orbit Range 3. Voice Policy Routes PSTN Usage Route Route PSTN Usage Route PSTN Usage Route Mediation Server andTrunk Configuration 403: No route found Announcement orCall Park Application Gateway / IP-PBX / SIP Trunk Inbound Routing PSTN accommodations External Endpoint Receives Call UC Endpoint Receives Call 8

9. Overview with respect to numbering • Dial plan converts the presented number to E.164 • Lync (reverse number lookup) determines if this number is assigned to any Lync user, contact, or application • Lync (outbound routing) selects the appropriate gateway, IP-PBX, or SIP trunk for the called number • The number is manipulated to present something other than E.164 (if required) to the downstream component

10. Dial Plans • Can be assigned per user, pool, site, or global • A set of normalization rules that can be for both external and internal numbers 10

11. User Initiates Call Voice Routing SIP URI User=phone Call Park Orbit Range Emer.Call? Global? Dial Plan No No Normalization Rule User- focused Normalization Rule 404: No matching rule Normalization Rule Yes Yes DialingBehaviors Reverse Number Lookup Routing &Authorization Location Policy No match Match PSTN Usage 1. Vacant Number Range 2. Call Park Orbit Range 3. Voice Policy Routes Infrastructure- focused PSTN Usage Route Route PSTN Usage Route PSTN Usage Route Mediation Server andTrunk Configuration 403: No route found Announcement orCall Park Application Gateway / IP-PBX / SIP Trunk Inbound Routing External Endpoint Receives Call UC Endpoint Receives Call 11

12. Routing and Authorization, the big picture Voice Policies PSTN Usages Routes • Purpose (usage, caller’s intent) • Calling location • Priority • Called number • Cost of call • User authorization • Class of service • Voice feature set 12

13. Voice Policies • Can be assigned per user, site, or global • Provides admins with flexibility to control user voice entitlements • Call Forwarding • Delegation • Call Transfer • Call Park • Simultaneous Ringing • Team Call • PSTN Rerouting • BW Policy Override • Malicious Call Tracing 13

14. Call Forwarding & Simultaneous ringing • An administrator can associate a set of PSTN usages to specify this call authorization in a voice policy • Call authorization types: • Voice policy PSTN usages • Restrict to Lync users only • Custom set of PSTN usages • The same call authorization applies to call forwarding and simultaneous ring Voice Policy “Redmond” PSTN Usages ‘”Local”, “International” “Call PSTN Usages” Call Forwarding /Simulring Type “Internal Lync users only” “Custom PSTN Usages” PSTN Usages “Custom usage” 14

15. PSTN Usages Voice Policies PSTN Usages Routes • A Public Switched Telephone Network (PSTN) usage record specifies a class of call (such as internal, local, or long distance) that can be made by various users or groups of users in an organization. • By themselves, PSTN usage records do not do anything. For them to work, they must be associated with the following: • Voice policies, which are assigned to users. • Routes, which are assigned to phone numbers

16. Routes • A voice route associates destination phone numbers with one or more public switched telephone network (PSTN) gateways or SIP trunks and one or more PSTN usage records. • A route is selected based on a matching pattern • PSTN Usages control if a user is allowedto use the route • Routes are associated to one or more trunks

17. Controlling gateway preference • Multiple trunks in same route • Gateway will be selected randomly • Useful when there is no gateway preference and multiple gateways are available for same path to PSTN • Multiple routes in the same usage • Gateway selected based on matching pattern. If multiple routes match, do not rely on route ordering for enforcing preference. • Used when difference gateways are used for different called numbers but all belong to the same class of service. • Routes in different usages • Gateway selected based on the order of the usages in the user’s voice policy. • Useful for enforcing primary/secondary relationships between gateways.

18. Voice Policy Example 1. ^\+1312555 gw1, gw2 2. ^\+1312 gw1, gw2 Seattle Voice Policy 3. ^\+1 gw1, gw2 1. Internal Usage 4. ^\+ gw1, gw2 2. Local Usage 5. ^\+1206555 gw3 3. SEA NatlUsage 6. ^\+1206 gw3 7. ^\+1 gw3 4. SEA Intl Usage 8. ^\+ gw3 5. Last Resort Usage 9. ^\+1202555 gw4 10. ^\+1202 gw4 11. ^\+1 gw4 12. ^\+ gw4

19. Calling +12065551212 1. ^\+1312555 gw1, gw2 2. ^\+1312 gw1, gw2 Seattle Voice Policy 3. ^\+1 gw1, gw2 1. Internal Usage 4. ^\+ gw1, gw2 2. Local Usage 5. ^\+1206555 gw3 3. SEA NatlUsage 6. ^\+1206 gw3 7. ^\+1 gw3 4. SEA Intl Usage 8. ^\+ gw3 5. Last Resort Usage 9. ^\+1202555 gw4 10. ^\+1202 gw4 11. ^\+1 gw4 12. ^\+ gw4

20. Calling +12065551212 5. ^\+1206555 gw3 Seattle Voice Policy 6. ^\+1206 gw3 1. Internal Usage 2. Local Usage 7. ^\+1 gw3 3. SEA NatlUsage 4. SEA Intl Usage 8. ^\+ gw3 5. Last Resort Usage 4. ^\+ gw1, gw2 8. ^\+ gw3 12. ^\+ gw4

21. Calling +13126661212 1. ^\+1312555 gw1, gw2 2. ^\+1312 gw1, gw2 Seattle Voice Policy 3. ^\+1 gw1, gw2 1. Internal Usage 4. ^\+ gw1, gw2 2. Local Usage 5. ^\+1206555 gw3 3. SEA NatlUsage 6. ^\+1206 gw3 7. ^\+1 gw3 4. SEA Intl Usage 8. ^\+ gw3 5. Last Resort Usage 9. ^\+1202555 gw4 10. ^\+1202 gw4 11. ^\+1 gw4 12. ^\+ gw4

22. Calling +13126661212 2. ^\+1312 gw1, gw2 Seattle Voice Policy 1. Internal Usage 7. ^\+1 gw3 2. Local Usage 3. SEA NatlUsage 4. SEA Intl Usage 8. ^\+ gw3 5. Last Resort Usage 4. ^\+ gw1, gw2 8. ^\+ gw3 12. ^\+ gw4

23. Trunks • Trunk configuration settings define the relationship and capabilities between a Mediation Server and the PSTN gateway, an IP-PBX, or a SBC at the service provider. • Settings include: • Whether media bypass should be enabled on the trunks. • The conditions under which real-time transport control protocol (RTCP) packets are sent. • Whether or not secure real-time protocol (SRTP) encryption is required on each trunk.

24. Trunks, cont’d • Allow for centrally managing number formatting prior to routing to PBX/PSTN for both calling and called number • Alice calls +44221234567; based on route translation pattern, called number is formatted to 01144221234567 when using gateway in Redmond • Alice’s number +44334455667; based on route translation pattern, calling number is formatted to 5667 when using gateway in Redmond

25. Lync Call Handling Services

26. Lync Call Handling Services Response Group Call queuing, treatment and routing for departments Unassigned Number Prompt playback and transfer capability for unassigned numbers Call Park Asynchronously transferring a call between users, endpoints or both Group Call Pickup Allowing users in a group to retrieve calls presented to another user.

27. Response Group Service Basic ACD functionality Scenarios including Receptionist, Helpdesk, Departmental call routing Installed with Enterprise Voice, licensed with Lync Plus CAL. Server side media application that runs on all Front Ends along with web-based administration Not intended as a contact center replacement Limited Management Capabilities – no real time views, monitoring/barge-in/whisper, agent reporting Limited Integration – no database dips, programmability, skills matching, weighted routing

28. Managing RGS- Groups Agents List of individuals or DL Participation policy- Informal- Lync user sign in Formal- Specific queue activation Routing method Longest idle, parallel, round robin, serial, attendant Alert time Time to wait before iterating through routing tree

29. Managing RGS- Queues Groups One or more Agent groups servicing queue Queue timeout How long can a caller sit in the queue? Where to send those callers after timeout(another queue, URI, disconnect, phone number, VM) Queue overflow Maximum queue size Action- Which call to dispatch and where

30. Managing RGS- Workflows Hunt Group Basic recorded greeting Business hours or holiday based recordings and routing/queuing Interactive Response Group Hunt group basic time of day options 2-tier IVR with custom messages and routes/queues DTMF or voice based response

31. Response Group Administration by Roles Response Group Administrator Configuration for all RGS settings and all groups (including creation) Improves RG admin scalability by delegating workflow to managers Response Group Manager Manages specific Workflow settings for designated groups Cannot manage resources not owned by that manager

32. Administrator(s) Response Group Flow Manager1 Manager2 WorkFlow WorkFlow WorkFlow WorkFlow Managed Managed Unmanaged Unmanaged Queue Queue Queue Queue Queue Agent Agent Agent Agent Agent Group Group Group Group Group

33. Agent Anonymity Ringing RGS CallerAlice Caller dials helpdesk Established Established Ringing Established Established RGS RGS CallerAlice CallerAlice AgentBob AgentBob AgentBob CallerAlice Caller navigates IVR and is put into queue. Agent is alerted. If Bob is Anonymous Bob answers. Call continues to pass through RGS. Agent If Bob is not anonymous Bob and Alice connect directly.

34. Unassigned Number Service Call treatment for dialing numbers owned by the enterprise but unassigned to users Avoid busy tones if callers misdial Transfer to predetermined destination Phone number SIP URI Voicemail Announcement Service

35. Unassigned Number Management Create announcement message and transfer target Text to speech or audio file announcement Target URI if forwarding is desired Then define applicable number range Only define ranges that are owned by Lync! PS > New-CsAnnouncement-Identity ApplicationServer:2013-lync-fe.conto so.com -Name "Number does not exist" -TextToSpeechPrompt "The number you dialed is not in service. You will now be sent to the operator for assistance" -Language "en-US" -TargetUri "sip:garthf@contos o.com"

36. Call Park Call Park and Retrieve Orbit (number) returned when call is parked Parked user is listening to Music on Hold (MoH) Call can be retrieved from PBX phone dialing orbit Parker notification when call is retrieved Ring back Calls not retrieved are transferred to parker Transfer to fallback destination Abandoned calls are forwarded to configurable target (receptionist, response group, etc.)

37. Call Park- Configuration Call Park Service installed when configured for Enterprise Voice Enable in user policy (off by default) Configure orbit ranges Number ranges per pool Range is globally unique, not DIDs Digits must be of uniform length

38. Call Park- Additional settings in PowerShell Music on hold Enabled or Disabled (service wide). Default enabled. To change music- Set-CsCallParkServiceMusicOnHoldFile Ring back attempts 1 – 10, default 2. Ring back timeout 10-600s, default 00:01:30 Fallback destination Routing destination after ring back expires Default NULL

39. Call Park- Flow 1- Initial call setup Media Media Incoming call Incoming call Incoming call Bob Alice Mediation Server Lync Front End (CPS)

40. Call Park- Flow 1- Initial call setup 2- Bob parks call Media Media Transfer to CPS Park call OK- orbit #199 Bob Alice Mediation Server Lync Front End (CPS)

41. Call Park- Flow 1- Initial call setup 2- Bob parks call 3- Charlie dials #199 Media Dial #199 Charlie Media “Charlie picked up #199” Transfer to Charlie Bob Alice Mediation Server Lync Front End (CPS)

42. Group Call Pickup Feature Incoming calls to a user are intercepted by group member by dialing a predefined orbit number Private Line, Delegation, Teamcall, Simulring, RGS & Personal Contact calls cannot be picked up Administration Call Park Orbits can be flagged for Group Call Pickup - Users are enabled by being assigned an orbit number GCP group members are managed by administrator (SEFAUtil). NOT end user configurable. Calls to GCP user ring the callee AND fork to CPS.

43. Devices

44. IP Phones Polycom CX3000 snom 821 UC Edition HP 4110 HP 4120 Audiocodes 420HD Spectralink KIRK DECT Wireless IP Phones Polycom CX600 Aastra 6725 iP snom 300 Polycom VVX Series Polycom CX500 Aastra 6721 iP

45. IP Phones Optimized for Lync or Compatible Two levels of Qualification for IP phones Optimized- Runs Lync Phone Edition software built and maintained by Microsoft • Integrated user experience, centralized management, and security • Advanced incoming call controls • Rich conferencing with click to join, roster viewing, and leader controls • Provision the phone with domain credentials to access calendar, Outlook contacts • Let you join meetings even when the PC is off • Offer Microsoft media platform with RT audio Compatible- Runs partner software tested and qualified by Microsoft • Partner controlled feature sets, form factors, and release schedules • Core capabilities level mandatory for any qualification. No required topology updates. No gateway needed. • Extended scenarios qualified as determined by partner

46. Qualification Scope Timeline As the program matures, critical features have been added ~2010- Basic telephony features, username/password sign-in 2007 R2 and 2010 qualification 2011- Extension/PIN, certificates, branch resiliency mandatory Call Park, Lync based conferencing, Lync managed upgrade 2012- Datacenter resiliency PC tethering, exchange integrated scenarios (visual VM, one click join, etc) Remaining gaps- QoE s

47. Compatible IP Phones Partner controlled software == differentiated features Form Factors Desk phone Programmable keys Expansion modules Wireless (WiFi and DECT) Features 802.1x authentication Boss-Admin / Shared line appearance Intercom and paging Dual registration Market support Custom solutions (Ex- MoH, provisioning)

48. IP Phones: Infrastructure LLDP-MED available for VLAN and location discovery Passes switch/port ID to Location Information Server for E-911 Power-over-Ethernet (PoE) supported Not required but make sure to order adapters Phone provisioning settings (DHCP, NTP, etc) Common Area Devices Admin pre-provisions phones for Move-Add-Change (MAC) tech install Configure call control behavior, block external usage, least user intervention Hot-desking support for temporary use by enterprise voice user Custom provisioning tasks for Compatible phones

49. Questions?