Lync 2013: Enterprise VoiceOFC-B326Zahid Saeed (MSFT)Adam Gent (Enghouse

Interactive & Lync MVP)

Session Objective(s): Overview of Lync Server 2013 deployment options and architectureReview Lync EV capabilities and PSTN integration optionsUnderstand Call Routing, Media bypass and Lync Call Handling Services

Lync as full PBX replacement and much more!!!And meet business/company/user requirements

Session Objectives And Takeaways

About Zahid

zasaeed@microsoft.com

MCSM: Communications

EPG: Communications Technology Specialist

Since 2011

Sheikhupura, Pakistan

Collaboration Business CaseLync Deployment TopologiesLync Server 2013 ArchitectureLync Server 2013 PSTN ConnectivityCall RoutingMedia bypassLync Call Handling ServicesSummary

Agenda

Collaboration Business Case

Business DriversBusiness RequirementsVision ( short and long term goals )Observe and discover current PBX environmentNetwork Assessment (QoS, MPLS)

Why Lync?

Authentication

Administration

Storage

Compliance

Unified Experience

AudioConferencing

E-mail andCalendaring

WebConferencing Telephony

VideoConferencing Voice Mail

InstantMessaging (IM)

Authentication

Administration

Storage

User Experience

Authentication

Administration

Storage

UserExperience

Authentication

Administration

Storage

User Experience

Authentication

Administration

Storage

UserExperience

Authentication

Administration

Storage

User Experience

Authentication

Administration

Storage

UserExperience

Authentication

Administration

Storage

User Experience

Telephony andVoice Mail

InstantMessaging

E-mail andCalendaring

Unified Conferencing: Audio, Video,

Web

Comprehensive End User Experience

Lync Deployment Topologies

Deployment Types

Enabling gradual migration and coexistence between Lync private and public clouds

Microsoft Office 365, Lync OnlinePartner-hosted or multi-tenant

Single domain and directory Users split—server/online

Lync Server 2013Private cloud/dedicated

HybridOn-premises Cloud

Lync Server 2013 on-premises – Full UC including Enterprise VoiceMay be used with Exchange Online or Exchange Server on-premises

Lync Online – IM, Presence, & Meetings without Enterprise VoiceMay be used with Exchange Online or Exchange Server

Lync Hybrid – Lync Server & Lync Online in a shared setupCombining both worlds, on-premises users with Full UC including Enterprise Voice , IM & Presence, and Conferencing for Online users. Sharing the same namespace.

Overview of Lync Offerings

11

Lync Server 2013 Architecture

Public Providers

Lync Server High-Level Topology

Reverse proxy

External

Edgeserver

FederatedNetwork

Hybrid

Perimeter network

Internal

UC end points

EE pool

IP-PSTN gateway

Persistent Chat (optional)

ADMIIS

Identity

Voicemail/Archive

Monitoring

File store

Web Access

CDR/QoE/Report DB

Exchange

SCOM

DFS

Office Web Apps

SQLPBX

New!

New!

Mediation Server (optional)

PSTN

Front-end

Back-end

EdgeMore secure federation and interoperabilityExternal user ingress

PoolFewer, consolidated serversVirtualized and higher scale

ServicesConsolidated archivingSCOM, AD, DFS

Lync PSTN Connectivity

Integration of Voice Capabilities – Choice

Take advantage of interoperability to replace, enhance, or add voice options

Replace

• Direct SIP tested with major IP-PBX providers• SIP Trunking with WW IP Telephony Service Providers• SIP/PSTN Gateways and Survivable Branch Appliances

• Full and Seamless UC Experience through Lync Server 2013

• Highly Cost-effective to Purchase and Manage

Replace PBX

• Full and Seamless UC Experience through Lync Server 2013

• Allows Employees to Use PC or Phone for Voice Calls

• Reduces Costs for Conferencing Services

• Can Use PC for Full Audio, Video, and Web Conferencing Experience

• Provides Rich Roster Controls

Enhance Add To

Ease deployment

Connecting to the PBXDirect SIP between IP-PBX and Lync

Only for qualified or tested IP-PBXsProvides voice capabilities between endpoints on either call control serverAllows endpoints on both sides to utilize features on the other call control serverSimplest method of interoperability, relying on standard SIP protocols

Via a GatewayUse qualified gatewaysUse gateway as intermediary in scenarios such as SIP to TDM, or to nonqualified third-partyAllows gateway to act as transcoding resource for calls between Lync & and third party

PSTN SIP SIP

LyncMediation Server

LyncPool

QualifiedIP-PBX

SIP SIP

LyncMediation Server

LyncPool

TDM PBX

PSTN

QualifiedGateway

SBCs qualified under UCOIP guidelinesACME Packet / Oracle, AudioCodes, Italtel, Ingate, Sangoma, Sonus, TE Systems

Equivalent testing to Gateways & IP-PBXsUseful when customers are:Already is using an Enterprise SBC for multi-vendor protocol interoperabilitySIP Trunking deployments to support media bypass.

Not qualified for firewall traversal / edgeLync edge offers support for greater range of modalities

Session Border Controllers

Upstream SBC Provide Migration and End-game

Provides a endgame PBX free solutionGreatly improved Interworking

Smoother MigrationMore robust implementation

SIP Trunk to ITSP

Analog Fax Machine

IP-PBX

Analog Phones /Paging etc

Legacy supportAnalog and fax tightly

integrated into Lync

Re-use Existing SIP phone even when IP-PBX is removed

Lync Call Routing

Can be assigned per user, pool, site, or global

A set of normalization rules that can be for both external and internal numbers

Dial Plans

Routing and Authorization, the big pictureVoice Policies PSTN Usages Routes

• Called number

• Cost of call

• Purpose (usage,

caller’s intent)

• Calling location

• Priority

• User

authorization

• Class of service

• Voice feature set

Can be assigned per user, site, or global

Provides admins with flexibility to control user voice entitlements

Call ForwardingDelegationCall TransferCall ParkSimultaneous RingingTeam CallPSTN ReroutingBW Policy OverrideMalicious Call Tracing

Voice Policies

Select usages

Announcement orCall Park Application

DialingBehaviors

Routing &Authorization

Normalization RuleNormalization Rule

Normalization Rule

Dial Plan

PSTN UsagePSTN Usage

PSTN Usage

Voice Policy Routes

Route

RouteRoute

Route

External Endpoint Receives Call

UC Endpoint Receives Call

User=phone

YesGlobal?

No

SIP URI

MatchReverse Number Lookup

No match

Trunk Configuration /Number Translation

Gateway / IP-PBX / SIP Trunk

Inbound Routing

YesEmergencyCall?

No

Call Park Orbit Range

1

2

3

4

5

6

7

8

10

11

12

13

Must MatchA Rule

RFC 3966Starts with +

msRTCSIP-LinemsRTCSIP-PrivateLine

Convert #to Local Format

Apply CalledParty Prefs

PSTN Fallback forCAC and Network

Outages

14

External NormalizationRules

InternalNormalization Rules

Dial Plan

EAP?

Client-sidenormalization

Unassigned number?

Call Park?

Conference dial-out?

From trunk with usages?

Location-based

routing?

Gateway MediationServer

Emergency call?

Referred-by?

Usages on inbound trunk

Usage from location policy

Usages of meeting organizer

Usages from network site

Usages of referrer

Usages of caller

9

Voice Routing

Media bypass

Within a well-connected site, send media directly to gateway, bypassing the mediation server

Remember, signaling still passes through the mediation server

Lync media stack reduces to basic UDP endpoint

Media will be G.711No call admission control, no network adaptation, no FEC, less QoE information

In ITR scenario, both mediation servers can be bypassed

Media flows directly between gateways

Media bypass feature

Media bypass

G.711

PSTN

SIP

SIP

Media

Topology simplificationTogether with Survivable Branch Appliances, removes need for standalone Mediation Server in most local sites.Greatly reduces total number of servers for lower Total Cost of Ownership.

Optimize media flow and Quality of ExperienceEliminate unnecessary hops and potential points of failure.Save bandwidth across wide-area network (WAN) by not hair-pinning.Improve voice quality:

No needless transcoding.Reduction in latency and in probability of network quality issues.

Note: A/V MCU does not support media bypass

Media bypass benefits

Define sites and subnetsSubnet must match client’s mask because outbound call bypass decisions are based on client-inserted ms-subnet header of INVITE

Enable bypass globallyBased on sites and services so that CAC can be used for intersite calls

Enable bypass on trunksGlobal encryption option?

If known SRTP end-to-end, leave at default (RequireEncryption)Otherwise, set to SupportEncryption

Configuration in a nutshell

Media bypass is configured differently based on whether the gateway supports receiving a REFER from the mediation serverOIP-qualified “enhanced gateways” support REFERNotes for IP-PBX gateways will indicate if they support REFER

Media bypass and REFER support

Set-CsTrunkConfiguration

Setting With REFER support Without REFER support

EnableBypass True True

ConcentratedTopology True True

EnableReferSupport True False

RTCPActiveCalls — False

RTCPCallsOnHold — False

Set-CsTrunkConfiguration pstngateway:pstn1.contoso.com -EnableBypass $true -RTCPActiveCalls $false -RTCPCallsOnHold $false -EnableSessionTimer $true

Set-CsMediaConfiguration -EncryptionLevel SupportEncryption

Media Bypass PowerShell cmdlets

Lync Call Handling Services

Lync Call Handling ServicesUnassigned NumberPrompt playback and transfer capability for unassigned numbers

Response GroupCall queuing, treatment and routing for departments

Call ParkAsynchronously transferring a call between users, endpoints or both

Response Group ServiceBasic ACD functionalityScenarios including Receptionist, Helpdesk, Departmental call routingInstalled 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 replacementLimited Management Capabilities – no real time views, monitoring/barge-in/whisper, agent reportingLimited Integration – no database dips, programmability, skills matching, weighted routing

Managing RGS- GroupsAgentsList of individuals or DL

Participation policy-Informal- Lync user sign inFormal- Specific queue activation

Routing methodLongest idle, parallel, round robin, serial, attendant

Alert timeTime to wait before iterating through routing tree

Managing RGS- QueuesGroupsOne or more Agent groups servicing queue

Queue timeoutHow long can a caller sit in the queue?Where to send those callers after timeout(another queue, URI, disconnect, phone number, VM)

Queue overflowMaximum queue sizeAction- Which call to dispatch and where

Managing RGS- WorkflowsHunt GroupBasic recorded greetingBusiness hours or holiday based recordings and routing/queuing

Interactive Response GroupHunt group basic time of day options2-tier IVR with custom messages and routes/queuesDTMF or voice based response

Response Group Administration by RolesResponse Group Administrator

Configuration for all RGS settings and all groups (including creation)Improves RG admin scalability by delegating workflow to managers

Response Group ManagerManages specific Workflow settings for designated groupsCannot manage resources not owned by that manager

Response Group FlowAdministrator(s)

Manager 2Manager 1

Work Flow

Queue Queue

Agent Group

Agent Group

Work Flow

Queue

Agent Group

Managed Managed

Work Flow

Queue

Agent Group

Work Flow

Queue

Agent Group

UnmanagedUnmanaged

Agent AnonymityRinging RGS

Caller Alice

Caller dials helpdesk

Established RGS Ringing

Caller Alice Agent Bob

Caller navigates IVR and is put into queue. Agent is alerted.

If Bob is not anonymous

Established

Caller Alice Agent Bob

Bob and Alice connect directly.

If Bob is Anonymous

Established RGS Established

Caller Alice Agent Bob

Bob answers. Call continues to pass through RGS.

Agent

Unassigned Number ServiceCall treatment for dialing numbers owned by the enterprise but unassigned to users

Avoid busy tones if callers misdial

Transfer to predetermined destination.Phone numberSIP URIVoicemailAnnouncement Service

Create announcement message and transfer targetText to speech or audio file announcementTarget URI if forwarding is desired

Then define applicable number rangeOnly define ranges that are owned by Lync!

Unassigned Number Management

PS > New-CsAnnouncement -Identity ApplicationServer:2013-lync-fe.contoso.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@contoso.com"

Call ParkCall Park and RetrieveOrbit (number) returned when call is parkedParked user is listening to Music on Hold (MoH)Call can be retrieved from PBX phone dialing orbitParker notification when call is retrieved

Ring backCalls not retrieved are transferred to parker

Transfer to fallback destinationAbandoned calls are forwarded to configurable target (receptionist, response group, etc.)

Call Park Set UpCall Park Service installed when configured for Enterprise VoiceEnable 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

Call Park- Additional settings in PowerShellMusic 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

Call Park- Flow

Mediation Server

Lync Front End

(CPS)

Alice

Bob

Incoming call

Incoming call

Incoming call

Media

1- Initial call setup

Media

Call Park- Flow

Mediation Server

Lync Front End

(CPS)

Alice

Bob

Transfer to CPS

Park call

Media

1- Initial call setup2- Bob parks call

OK- orbit #199

Media

Call Park- Flow

Mediation Server

Lync Front End

(CPS)

Alice

Bob

Transfer to Charlie

Dial #199Media

1- Initial call setup2- Bob parks call3- Charlie dials #199

“Charlie picked up #199”

Charlie

Media

Devices

IP Phones

Polycom CX600

Polycom CX500

snom 300 Polycom VVX Series

HP 4110

HP 4120

snom 821 UC Edition

Polycom CX3000IP Phones

Audiocodes 420HDSpectralink KIRK DECT Wireless

Aastra 6725 iPAastra 6721 iP

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