Deploying and Managing Lync Voice

Tim Rang & Zahid SaeedTechnical Solutions Professionals- LyncMicrosoft Corporation

Deploying and Managing Lync Voice

VOICE302

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

Sponsors

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?

Lync Voice Routing

7

Voice Routing

Announcement orCall Park Application

1. Vacant Number Range

2. Call Park Orbit Range

DialingBehaviors

Routing &Authorization

Normalization RuleNormalization Rule

Normalization Rule

Dial Plan

PSTN UsagePSTN Usage

PSTN Usage

3. Voice Policy Routes

Route

RouteRoute

Route

External Endpoint Receives Call UC Endpoint Receives Call

User Initiates Call

User=phone

Yes

Global?No

SIP URI

Match

Reverse Number Lookup

No match

Mediation Server andTrunk Configuration

Gateway / IP-PBX / SIP Trunk Inbound Routing

404: No matching

rule

403: No route found

Yes

Emer.Call?

No

PSTN Usage

Location Policy

Call Park Orbit Range

8

Voice Routing




DialingBehaviors



Normalization Rule

Dial Plan


PSTN Usage


Route

RouteRoute

Route


User Initiates Call

User=phone

Yes

Global?No

SIP URI

Match


No match



404: No matching

rule

403: No route found

Yes

Emer.Call?

No

PSTN Usage

Location Policy


User habits

Gateway selection (or not)

PSTN accommodations

• 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

Overview with respect to numbering

• 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

10

11

Voice Routing




DialingBehaviors



Normalization Rule

Dial Plan


PSTN Usage


Route

RouteRoute

Route


User Initiates Call

User=phone

Yes

Global?No

SIP URI

Match


No match



404: No matching

rule

403: No route found

Yes

Emer.Call?

No

PSTN Usage

Location Policy


User-focused

Infrastructure-focused

Routing and Authorization, the big picture

12

Voice 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 Forwarding• Delegation• Call Transfer• Call Park• Simultaneous Ringing• Team Call• PSTN Rerouting• BW Policy Override• Malicious Call Tracing

Voice Policies

13

• 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

Call Forwarding & Simultaneous ringing

“Call PSTN Usages”

PSTN Usages‘”Local”,

“International”

Voice Policy“Redmond”

Call Forwarding /

Simulring Type

“Internal Lync users

only”

“Custom PSTN

Usages”

PSTN Usages“Custom usage”

14

• 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

PSTN Usages

Voice Policies PSTN Usages 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 allowed

to use the route

• Routes are associated to one or more trunks

Routes

• 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.

Controlling gateway preference

1. ^\+1312555 gw1, gw2

2. ^\+1312 gw1, gw2

3. ^\+1 gw1, gw2

4. ^\+ gw1, gw2

5. ^\+1206555 gw3

6. ^\+1206 gw3

7. ^\+1 gw3

8. ^\+ gw3

9. ^\+1202555 gw4

10. ^\+1202 gw4

11. ^\+1 gw4

12. ^\+ gw4

Seattle Voice Policy1. Internal Usage

2. Local Usage

3. SEA Natl Usage

4. SEA Intl Usage5. Last Resort Usage

Voice Policy Example

1. ^\+1312555 gw1, gw2

2. ^\+1312 gw1, gw2

3. ^\+1 gw1, gw2

4. ^\+ gw1, gw2

5. ^\+1206555 gw3

6. ^\+1206 gw3

7. ^\+1 gw3

8. ^\+ gw3

9. ^\+1202555 gw4

10. ^\+1202 gw4

11. ^\+1 gw4

12. ^\+ gw4


2. Local Usage

3. SEA Natl Usage


Calling +12065551212

4. ^\+ gw1, gw2

5. ^\+1206555 gw3

6. ^\+1206 gw3

7. ^\+1 gw3

8. ^\+ gw3

12. ^\+ gw4


2. Local Usage

3. SEA Natl Usage


8. ^\+ gw3

Calling +12065551212

1. ^\+1312555 gw1, gw2

2. ^\+1312 gw1, gw2

3. ^\+1 gw1, gw2

4. ^\+ gw1, gw2

5. ^\+1206555 gw3

6. ^\+1206 gw3

7. ^\+1 gw3

8. ^\+ gw3

9. ^\+1202555 gw4

10. ^\+1202 gw4

11. ^\+1 gw4

12. ^\+ gw4


2. Local Usage

3. SEA Natl Usage


Calling +13126661212

2. ^\+1312 gw1, gw2

4. ^\+ gw1, gw2

7. ^\+1 gw3

8. ^\+ gw3

12. ^\+ gw4


2. Local Usage

3. SEA Natl Usage


8. ^\+ gw3

Calling +13126661212

• 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.

Trunks

• 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.

• 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

Trunks, cont’d

Lync Call Handling Services

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

Response GroupCall queuing, treatment and routing for departments

Group Call PickupAllowing users in a group to retrieve calls presented to another user.

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 DLParticipation policy-Informal- Lync user sign inFormal- Specific queue activationRouting methodLongest idle, parallel, round robin, serial, attendantAlert 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


Bob and Alice connect directly.

If Bob is Anonymous

Established RGS Established


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 destinationPhone 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:[email protected]"

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- ConfigurationCall 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-CsCallParkServiceMusicOnHoldFileRing back attempts• 1 – 10, default 2.Ring back timeout • 10-600s, default 00:01:30Fallback 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


End(CPS)

Alice

Bob

Transfer to CPS

Park call

Media

1- Initial call setup2- Bob parks call

OK- orbit #199

Media

Call Park- Flow


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

Group Call PickupFeatureIncoming 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

AdministrationCall Park Orbits can be flagged for Group Call Pickup - Users are enabled by being assigned an orbit numberGCP group members are managed by administrator (SEFAUtil). NOT end user configurable.Calls to GCP user ring the callee AND fork to CPS.

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

IP PhonesOptimized for Lync or Compatible

Two levels of Qualification for IP phonesOptimized- 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

s

Qualification ScopeTimeline

As the program matures, critical features have been added~2010- • Basic telephony features, username/password sign-in• 2007 R2 and 2010 qualification2011-• Extension/PIN, certificates, branch resiliency mandatory• Call Park, Lync based conferencing, Lync managed

upgrade2012- • Datacenter resiliency• PC tethering, exchange integrated scenarios (visual VM,

one click join, etc)Remaining gaps-• QoE

Compatible IP PhonesPartner 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)

LLDP-MED available for VLAN and location discoveryPasses switch/port ID to Location Information Server for E-911

Power-over-Ethernet (PoE) supportedNot required but make sure to order adapters

Phone provisioning settings (DHCP, NTP, etc)

Common Area DevicesAdmin pre-provisions phones for Move-Add-Change (MAC) tech installConfigure call control behavior, block external usage, least user interventionHot-desking support for temporary use by enterprise voice user

Custom provisioning tasks for Compatible phones

IP Phones: Infrastructure

Questions?

Documents

Deploying and Managing Lync Voice