Lync 2013 Can it be your next PBX? - Tech Daystechdays.org/wp-content/uploads/2013/05/TechDays-2013-presentation.pdfLync 2013 Can it be your next PBX? ... copy of either Lync Server

Lync 2013

Can it be your next PBX?

“You’ve already purchased your last PBX”-Jim Burton – Founder, UCStrategies

© 2012 Modality Systems

About the Presenter

Alex LewisAlex Lewis, MCITP, CISSP has a mixed background in telecommunications, IT, and consulting with more than 15 years experience. He has worked with a wide range of environments from small organizations to large enterprises requiring complex or custom communications solutions and is responsible for architecting and implementing some of the largest Lync deployments in the world. Alex is a strong believer in the power of business and technology alignment using technological solutions to reduce costs and drive revenue and leveraging communications enabled business processes (CEBP) to accelerate business success. Including titles on Active Directory and Exchange, and two on Lync, Alex has participated in writing 8 books from 2004 to present. He is currently principal consultant at Modality Systems, a boutique international consulting firm focused on Microsoft unified communications and CEBP solutions. In his spare time Alex enjoys scuba diving, motorcycle riding and beach volleyball.


Free Stuff!!

Two signed copies of Lync Server Unleashed

The top two questions asked during the Q&A session will win their choice of a signed copy of either Lync Server 2010 Unleashed or Lync Server 2013 Unleashed

Winners will be chosen at the end of the Q&A session


Basic Lync Architecture

SQL 2012 w/ SRS

Sonus UX1000

Cisco CM 8.6.2

SIP

SIP

Persistent Chat (optional)

DMZ

Firewall

TMG4443

Internet

443

Headquarters

Lync SE Front End

Internet

InternetPSTN

Internal VPN

Edge Server

EE Front End w/

Monitoring & Archiving

Remote office 1

UX1000 w/ SBA

Remote Office 2


Design Challenges

• Determine requirements before you touch Visio• Define your users

• Information workers, Road warriors, Desk jockeys?• Engage with business stakeholders not just IT

• Engage with ALL of IT• Network Security, Information Security, Networking, Databases,

Telecom, etc… Lync touches everything. Get everyone involved early

• ALWAYS start with a PoC/Pilot but plan for production• Plan for more capacity than you think you need… you’ll need it!

• Lync tends to go viral and grow in large spurts• Use existing audio/web conference metrics as a guide but

assume Lync usage will be significantly higher due to convenience and integration


Design Challenges (cont)

• Have a user deployment, adoption and training plan before you exit the Pilot phase

• Do a network assessment to determine appropriate CAC policies• Often planning for your 10 most important sites will be sufficient

and allow for extrapolation• Plan all failover scenarios in advance

• Login, voice paths, etc• Enterprise Voice or bust!


Implementation Challenges

• Where to start?• Start where your pilot users are or close to your main HQ data center• Ensure connection points to voice/video hubs are available and reasonable

• Physical or Virtual?• Often both… Use physical and virtual resources strategically and where

appropriate. • Even if you think all the ports are open on the firewall, double check!

• Matt Landis - http://windowspbx.blogspot.com/2013/01/how-to-verify-lync-edge-server-ports.html

• Keep it real… on the project plan• What? You don’t have a project plan?• Keep realistic deadlines/milestones and plan for delays and changes

• ie. Certificates aren’t an instant process• Most problems with Lync aren’t Lync

• DNS, Firewalls, Load Balancers and Certificates account for more than 80% of Lync issues

http://windowspbx.blogspot.com/2013/01/how-to-verify-lync-edge-server-ports.html


Administrative Support Challenges

• Choose a strong PSLP-certified partner for support• All voice-related support is now routed through certified partners

instead of Microsoft directly• Ensure your tier 1/2 helpdesk understands Lync and has a knowledge

base available for common problems and known issues• Admins, a little work now will save you a ton of work later!

• Expectation for voice is like electricity, it needs to “just work” all the time• Unfamiliar concept to many windows administrators• Support must be 24x7 including on call escalation

• The better job you do at user education/training, the fewer issues you’ll have in support


User Adoption and Education Challenges

• Dedicate a person to championing user adoption – It’s a full time job!• A service delivery manager is often a good choice

• Leverage multiple methods of training• Live Training – in person and via Lync• Recorded training – through web or SharePoint• Self-Service Training – multiple methods

• Reinforce the power of video communications• The importance of endpoints

• They’re the face of Lync to the user. Make sure to plan for quality Lync-optimized endpoints


User Adoption and Education Challenges

Microsoft Lync simplifies the process of information delivery Available videos are

listed on the top right-hand side of the

extension window

Videos are displayed in the IM extension

window


Summary

• Be the conduit that connects ALL of IT – Lync touches so many areas coordination and collaboration across functional areas is key• Partner with others in IT – Don’t give them tasks, make them part of

the process and the success!• Spend an appropriate amount of time planning

• 2-3 weeks isn’t at all unreasonable for a larger or complex implementation

• Never assume any network can handle Lync…• Regionalize pools and perform a network assessment to ensure an

optimal, consistent user experience• Don’t neglect user training and adoption

• It can be the difference between the success and failure of your Lync deployment

• Endpoints can often be the most expensive part of the project. Make sure they’re in the budget from the beginning

DEMO


Lync Voice scenarios

There are a number of ways to deploy voice functionality for Lync. Let’s talk about a few of the more common ones:

• Pure Lync Enterprise Voice• Various flavors of PBX integration


Pure Lync Enterprise Voice

• Best of all worlds but not always possible

• Implementation Challenges

• Political Challenges

• Migration complexity

• Even if it’s an end goal, a long coexistence period is often still needed


Lync PBX Integration - RCC

• The story of RCC – Remote Call Control

• Limits on functionality & usability• Remote access & roaming

• Added complexity to what end?

• Benefits?

• Call center integration


Lync PBX Integration - Plugins

• Popular plugins• Avaya ACE• Cisco CUCILync

• The “multiple dialplan” argument• Remote Access (or lack thereof)• Worst of both worlds?• RTAudio Codec comparison• Covered in great detail by Chris Norman -

http://voipnorm.blogspot.com/2011/10/lync-native-features-versus-plugins.html

http://voipnorm.blogspot.com/2011/10/lync-native-features-versus-plugins.html


Lync PBX Integration – SIP Integration

• Applies to PRI integration as well…• Two common options• Direct SIP• Using a gateway or SBC

• Simultaneous ring scenarios• Basic “how to”

• Options for audio conferencing• Does everyone need to be on Lync?• Need for seamless interop

• Short coexistence strategies vs. long term coexistence


Lync SIP Integration Best Practices & Caveats

• Not all SIP is created equal• Case for an SBC

• Does everyone need to be on Lync?• Short coexistence strategies vs. long term coexistence• Try to duplicate existing processes and behaviors• If a user dials 4 digits today, make it so in Lync

• Ensure all calls hit all endpoints• Often means hairpinning & funky normalization –

decide where call control lives• Involve the right resources• A PBX integration project requires a wide range of

people


Overall Best Practices & Caveats

• Pilot with users who have the most to gain• Often road warriors & information workers

• Communicate & educate – changing a very basic function with something more complex can be confusing

• Dogfood – showcase the solution in IT


Summary

• A lot of different ways to integrate with existing PBXs• All of the options have pros and cons

• Ensure the end user experience is as simple and familiar as possible

• Determine your desired end state and coexistence timeline before choosing an integration strategy

• Manage expectations around functionality

• Provide multiple methods of training to users

Q & A

More on Microsoft Lync at http://www.microsoft.com/lync

More on Modality Systems at http://www.modalitysystems.com

http://www.microsoft.com/lync

http://www.modalitysystems.com/

Giveaway

If you have questions, email/IM me at [email protected]

mailto:[email protected]

Documents

Lync 2013 Can it be your next PBX? - Tech Daystechdays.org/wp-content/uploads/2013/05/TechDays-2013-presentation.pdfLync 2013 Can it be your next PBX? ... copy of either Lync Server