Sydney UC User Group - November 2014
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SYDNEY UC USER GROUP Inaugural Event – 12 th November 2014
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Transcript of Sydney UC User Group - November 2014
SYDNEY UC USER GROUP
Inaugural Event – 12th November 2014
AGENDA
Times Topics
6:00 PM (30 mins) Introductions and Lync in Australia – Microsoft’s Perspective (Jace Moreno)
6:30 PM (30 mins) Who’s Who in Lync + The tools that can make your life easier (Greig Sheridan)
7:00 PM (30 mins) Networking Break and Pizza
7:30 PM (20 mins) Enhancing Your Lync Rollout with 3rd Party Products (Justin Morris)
7:50 PM (10 mins) Wrap Up and Prize Draw
AGENDA
Times Topics
6:00 PM (30 mins) Introductions and Lync in Australia – Microsoft’s Perspective (Jace Moreno)
6:30 PM (30 mins) Who’s Who in Lync + The tools that can make your life easier (Greig Sheridan)
7:00 PM (30 mins) Networking Break and Pizza
7:30 PM (20 mins) Enhancing Your Lync Rollout with 3rd Party Products (Justin Morris)
7:50 PM (10 mins) Wrap Up and Prize Draw
LYNC IN AUSTRALIA
Sydney Lync UG
Jace Moreno
COMMUNICATIONS
If you are NOT on my Lync Partner Community email alias and/or Yammer group, please shoot me an email, and simply type in what you need to be added to, add colleagues if you like!
INTRODUCTION
WHAT I’M HEARING & SEEING
ENGAGEMENT..?
Voicemails
Yammer Group
UG’s
Ignite Events
UPCOMING EVENTS
Sydney: Nov 17-19Brisbane: Nov 24-26Perth: Dec 1-3Adelaide: Dec 3-5Melbourne: Dec 8-10
HOW ARE WE GOING TO REACH OUR VOICE TARGET? 1. Alignment, alignment, alignment
2. Surface Pro 3 sales incentive
3. Brown bag sales trainings for AM’s
4. Voice sales guide for Solution sellers
5. Alignment with ATU Leadership team on key deals
6. Working on a possible partner incentive program
7. Multiple customer-facing events led by you
8. Skype announcement roadshow
AUSTRALIAN MARKET OPPORTUNITY
~2M O365 licenses, 2.7M
all-up
315k LVSS licenses in
FY15
3rd largest voice target worldwide
Goal of $5B global biz by
2018
239k voice licenses sold
last year
AUSTRALIAN UC MARKET (TOTAL)
$1 Billion by
2015$1.21 Billion by
2017$700~ Million
2012
Number of Enterprise Voice lines shipped:
800k
Number of Enterprise Voice lines shipped:
1 million
Number of Enterprise Voice lines shipped:
1.2 million
LYNC MOMENTUM
90
150%
1.4B
30%
381300
ANALYSTS AGREE
RESOURCES
Partner Membership Centerhttps://mspartner.microsoft.com/en/us/Pages/Membership/my-membership.aspx
MPN Microsoft Partner Resourceshttps://mspartner.microsoft.com/en/us/pages/solutions/lync.aspx
Learn About MPN Communications Competency https://mspartner.microsoft.com/en/us/pages/membership/communications-competency.aspx
PSP Activation Kit and Partner Resource Linkshttp://partners-psp.com/bpo/lync-voice/Pages/WhatWeSell.aspx
Microsoft Pinpointhttp://pinpoint.microsoft.com
Gartner Magic Quadrant for Unified Communications http://www.gartner.com/technology/reprints.do?id=1-1BUINJX&ct=120828&st=sb
Lync Accelerate Contenthttps://mspartner.microsoft.com/en/us/Pages/Solutions/lync-accelerate.aspx
Lync Team Blog & Nexthop bloghttp://blogs.technet.com/b/lync/http://blogs.technet.com/b/nexthop/
Microsoft Certified Mastershttp://www.microsoft.com/learning/en/us/certification/cert-lync-server.aspx
Lync Technical Resources (Developer)http://msdn.microsoft.com/en-us/lync/gg394186
Premier Support for Lync Partnershttps://mspartner.microsoft.com/en/us/pages/solutions/microsoft-premier-support-for-lync-partners.aspx
Solution Incentive Programhttps://partner.microsoft.com/global/program/competencies/40170041
Lync Deployment Planning Services http://planningservices.partners.extranet.microsoft.com/en/edps/Pages/About.aspx
Lync on Microsoft.com http://lync.microsoft.com
Lync on TechNethttp://technet.microsoft.com/en-us/lync
Case Studieshttp://lync.microsoft.com/en-us/why-choose-lync/Pages/case-studies.aspx
ROADMAP UPDATE
Q&A
AGENDA
Times Topics
6:00 PM (30 mins) Introductions and Lync in Australia – Microsoft’s Perspective (Jace Moreno)
6:30 PM (30 mins) Who’s Who in Lync + The tools that can make your life easier (Greig Sheridan)
7:00 PM (30 mins) Networking Break and Pizza
7:30 PM (20 mins) Enhancing Your Lync Rollout with 3rd Party Products (Justin Morris)
7:50 PM (10 mins) Wrap Up and Prize Draw
ZOO
WHO’S WHO IN THE ZOO
LYNC BLOGGERS – A SELECTION
Andrew Morpeth, Elan Shudnow, James Cussen, Jeff Schertz, Jonathan McKinney, Lasse Nordvik Wedø, Matt Landis, Pat Richard, Ståle Hansen, Desmond Lee, Jeff Guillet, Randy Wintle, Anthony Caragol, Jens Trier Rasmussen, Chad McGreanor, Curtis Johnstone, Tim Harrington, Adam Jacobs, Brennon Kwok, Justin Morris, Kevin Peters, Mike Stacy, Tom Arbuthnot, Vik Jaswal, Tom Laciano, Tom Pacyk, Jonathan McKinney, Alessio Giombini, Kjetil Lindløkken, Ilse Van Criekinge, Paul Bloem, Ari Protheroe, Doug Deitterick, Paul Gurman, Shawn Kirkpatrick, Jamie Schwinn, Tommy Clarke, Yoav Barzilay, Guy Bachar, Terence Luk, Graham Cropley, Greig Sheridan…
JAMIE STARK
Lync Product Manager https://twitter.com/nomorephones
JEFF SCHERTZ
Microsoft Solutions Architect at Polycomhttps://twitter.com/jdscherhttp://blog.schertz.name
If it’s voice or video, Jeff has it covered!Check out his Lync Conference 14 videos:
http://channel9.msdn.com/events/lync-conference/
KEN LASKO
Lync/Exchange ConsultantOntario, Canadahttps://twitter.com/kenlaskohttp://ucken.blogspot.com
“Ken may not appear as illustrated”
https://www.lyncoptimizer.com
Ken’s dreams look like this:^\+(?!(611900))([1-9]\d{9,})$
MATT LANDIS
Runs “Landis Computer”https://twitter.com/matthewlandishttp://windowspbx.blogspot.comhttp://landiscomputer.com/attendantpro
advocate / devotee
Setup and runs http://lync.ideascale.com
PAT RICHARD
UC Automation Lead for Modality SystemsLives Michigan, UShttps://twitter.com/patrichardhttp://www.ehloworld.comwww.theucarchitects.com podcast co-hostPROLIFIC scripter - author of many invaluable tools
JAMES CUSSEN
Lync Architect – Melbournehttps://twitter.com/mylynclabhttp://www.mylynclab.comAuthor of a stack of free-standing tools:
Call Pickup Group ManagerDatabase Mirror Manager tool
Lync Edge testing suitePolycom VVX Manager
Lync Wireshark PluginCentralised logging tool
POODLE detectorSnom Manager
ANDREW MORPETH
Auckland-based Lync specialisthttps://twitter.com/AndrewMorpethhttp://www.lync.geek.nz
Freeware Lync Call Billing solutionP$: Create RGS public holiday setsLPE LogViewer
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
Travel junkie: been to >40 countries
Same height as David Hasselhoff
Graduated uni with a Computer Science
degree, but never learned any “real”
programming
Used to work as a summer camp counsellor
Wanted to be an Army helicopter pilot
Previously a tradesman in the alarm industry
Never passed an English class the first time in
High School. “Now I’m a grammar nazi”
Brought up on a farm
Used to race motorcycles
MIX & MATCH
TOOLS AND RESOURCES
gallery.technet.microsoft.com
-> e-books, PowerShell scripts, utilities
blogs.office.com
www.theucarchitects.com
TechNet
Unified Communications Open Interoperability Program (UCOIP)
-> technet.microsoft.com/en-us/office/dn788944.aspx
-> individual blogs + product vendor pages
LATEST UPDATES
Twitter Matt Landis @Matthewlandis
Official MS page: http://technet.microsoft.com/en-us/office/dn788954.aspx
Stale Hansen’s “Lync 2013 Downloads” page: http://msunified.net/2013/02/12/lync-2013-downloads
THANK YOU!
Greig Sheridan
https://greiginsydney.com
https://twitter.com/greiginsydney
AGENDA
Times Topics
6:00 PM (30 mins) Introductions and Lync in Australia – Microsoft’s Perspective (Jace Moreno)
6:30 PM (30 mins) Who’s Who in Lync + The tools that can make your life easier (Greig Sheridan)
7:00 PM (30 mins) Networking Break and Pizza
7:30 PM (20 mins) Enhancing Your Lync Rollout with 3rd Party Products (Justin Morris)
7:50 PM (10 mins) Wrap Up and Prize Draw
AGENDA
Times Topics
6:00 PM (30 mins) Introductions and Lync in Australia – Microsoft’s Perspective (Jace Moreno)
6:30 PM (30 mins) Who’s Who in Lync + The tools that can make your life easier (Greig Sheridan)
7:00 PM (30 mins) Networking Break and Pizza
7:30 PM (20 mins) Enhancing Your Lync Rollout with 3rd Party Products (Justin Morris)
7:50 PM (10 mins) Wrap Up and Prize Draw
ENHANCING YOUR LYNC ROLLOUT WITH 3RD PARTY PRODUCTSJustin Morris – Managing Consultant, Modality Systems and Lync MVP
COMPLETING THE UC PICTURE
The last mile of a voice rollout
Meeting legal, regulatory, security and company policy requirements
Measuring the adoption of the UC solution
SESSION OBJECTIVE
Understand the 3rd party products available to enhance a voice rollout
WHAT I’LL COVER
Addressing Additional Telephony Use Cases
Compliance Solutions
Usage and Adoption
Key Takeaways
INDUSTRIES AND USES
Financial Services
Professional Services
Customer Service Departments
IT Planners
CONTACT CENTRES AND LYNC
Continually evolving and improving story
Core to completing the unified communications vision
Can be an independent project in its own right
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?
INTEGRATION METHODS
SIP trunk from SBC to CC servers Pure voice path
UCMA application integrated with Lync Conferences are created on Lync pool
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
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?
OPERATOR CONSOLES
High call volume users
Receptionists are one of the most important people in your organization
Get them involved early
OPERATOR CONSOLE CONSIDERATIONS
Will you evaluate the Lync 2010 Attendant?
How many users will require an operator console?
Software or hardware based?
OPERATOR CONSOLE CONSIDERATIONS
Directory integration Active Directory import
CRM/DB contact import
Evaluate user experience
Conduct a proof of concept of multiple products
MEET REGULATORY REQUIREMENTS
Control how IM, voice, video, federation, etc is used
Legal Disclaimers
Keyword Detection and Filtering
Ethical Walls
SECURITY REQUIREMENTS
Control external access to Lync/Exchange
Avoid DDoS attacks and account lockouts
DATA LOSS PREVENTION AND EDISCOVERY
Ensure sensitive data doesn’t leave the organization
Detect keyword strings (credit card/social security numbers)
Make discovery of Lync archived data easier and faster
VOICE MAIL COMPLIANCE
What’s the business justification?
Exchange IRM and AD RMS
Transport Rules
CALL RECORDING
Required by many regulated industries and for training purposes
Eight vendors qualified by Microsoft today
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?
PCI compliance/keyword filtering
FOUR WAYS OF RECORDING LYNC CALLS
UCMA Conference Escalate each call to a conference to record
Trunk Side Captures PSTN calls for recording only
Port Span Port mirroring on switch to capture voice traffic
Media Proxy (Edge or Dedicated Server) Use a server side plugin to redirect all calls for recording
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?
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
ENHANCED REPORTING
Measure UC usage and adoption to validate ROI
Service utilization statistics
Detect and eliminate problems before end users notice
ENHANCED REPORTING
Billing – define call rates and bill based on user or department
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
KEY TAKEAWAYS
Evaluate solutions and keep the user experience in mind
Complete the last mile with value-adds
Understand all compliance requirements that must be met
QUESTIONS?
21/11/2014 Microsoft Unified Communications User Group London (MUCUGL) 79
AGENDA
Times Topics
6:00 PM (30 mins) Introductions and Lync in Australia – Microsoft’s Perspective (Jace Moreno)
6:30 PM (30 mins) Who’s Who in Lync + The tools that can make your life easier (Greig Sheridan)
7:00 PM (30 mins) Networking Break and Pizza
7:30 PM (20 mins) Enhancing Your Lync Rollout with 3rd Party Products (Justin Morris)
7:50 PM (10 mins) Wrap Up and Prize Draw
THANKS FOR COMING!
Next event is Wednesday 11th February.
Keep an eye on www.sydneyuc.org for more info.
Please complete your evaluation forms to win one of three Plantronics devices!
