justin morris - enhancing your lync 2013 rollout to make it a killer success for the business

Justin Morris

Enhancing your Lync 2013 Rollout to Make it a Killer Success for the Business

Who am I?• Lync MVP and Senior Consultant at Modality Systems• 8 years experience with UC in Australia and the UK• Deployed the largest Lync voice deployment in the UK• Co-founder of MUCUGL / Blog @ justin-morris.net• Contributor of The UC Architects Podcast• Twitter - @justimorris

Completing the UC Picture• Lync 2013 provides the core UC solution• How do you support a period of coexistence?• How do you address the remaining

communications requirements?• Value-adds and complimentary products

Completing the UC Picture• The last mile of a voice rollout• Meeting legal, regulatory and company policy

requirements• Measuring the adoption of the UC solution

Session Objective• Understand the supporting products/services

available to enhance a voice rollout

What I’ll Cover• Contact Centers• Call Recording• Operator Consoles• SIP Trunking Services• Session Border Controllers• ISDN Gateways• Accommodating Analog

Devices

• Enhanced Reporting• Compliance• CRM/ERP Integration• Custom Development• End User Adoption• Key Takeaways

Industries• Financial Services• Professional Services• Customer Service Departments• Training Teams• IT Planners

Contact Centers

Contact Centers 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

Final 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?

Call Recording

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?

Four Ways of Recording Lync Calls• UCMA Conference• Trunk Side• Port Span• Media Proxy (Edge or Dedicated Server)

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?

Operator Consoles

Operator Consoles• High call volume users• Receptionists are one of the most important

people in your organization• Get them involved early

Operator Console Considerations• How many users will require an operator

console?• Software or hardware based?• Will you evaluate Lync 2010 Attendant?• Conduct a proof of concept of multiple

products

Operator Console Considerations• Directory integration

• Active Directory import• CRM/DB contact import

• Evaluate user experience

SIP Trunking Services

SIP Trunking Services• Consolidate PSTN connectivity in one or two

data centers in the same country• Centralize management of PSTN

ingress/egress• Lower call rate and ongoing service cost

Delivery Methods• Differs depending on provider• TLS/SRTP over the internet• MPLS or VPN connection to provider

Migration Planning• Comprehensive testing• Plan for a pilot using test DID/DDIs• Schedule number porting

Session Border Controllers

Session Border Controllers (SBC)• Provides a core voice routing platform• Forms the glue of a complex interop scenario• Able to mediate SIP connections between

Lync, PBXs, SIP trunk providers and more

Two Deployment Models• Upstream deployment

• SBC is deployed “in front” and terminates SIP trunk from ITSP. SBC then routes calls to Lync and the legacy PBX

• Downstream deployment• SBC is deployed “behind” legacy PBX and only

routes calls to and from Lync

ISDN Gateways

ISDN Gateways• PSTN termination using existing E1 or T1 PRIs• PRI connection to legacy PBX• Can be combined with an SBC to provide ISDN

and SIP interoperability

Two Deployment Models• Upstream deployment

• ISDN gateway is deployed “in front” and terminates ISDN PRIs from PSTN carrier. ISDN gateway then routes calls to Lync and the legacy PBX

• Downstream deployment• ISDN gateway is deployed “behind” the legacy PBX

and only routes calls to and from Lync

Accommodating Analog Devices

Accommodating Analog Devices• Fax machines• Common Area Phones• Door entry systems• Paging systems

Fax machines• Audit your requirement for fax machines• Analog ports in a gateway• Dedicated PSTN analog ports• Recommendation: move to a hosted fax

solution or SIP based fax server

Common Area Phones• Basic, legacy analog phones can be

repurposed in Lync 2013• Spec gateways with analog ports• Dial-tone functionality only

Door Entry/Paging Systems• Hit and miss depending on system• Validate before committing to it• Consider deploying a new, more intelligent

solution

Enhanced Reporting

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• Intelligent 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

Compliance

Meet Regulatory Requirements• Control how IM, voice, video, federation, etc is

used• Legal Disclaimers• Keyword Detection and Filtering• Ethical Walls

Data Loss Prevention and eDiscovery

• Ensure sensitive data doesn’t leave the organization

• Detect and filter 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

CRM/ERP Integration

CRM/ERP Integration• Microsoft Dynamics CRM Integration

• Caller information from CRM in Lync (CRM Enhance)• Sync call data into CRM (CRM Sync)

• Salesforce Integration• Education database integration

• Track attendance

Custom Development

Developing on the Platform• Server Side Customization

• UCMA• MSPL• UCWA

• Client Side Customization• UI Suppression mode• Client Window Extension

UCMA• Version 4.0 with Lync Server 2013• For bots and services that need to intercept

Lync traffic• Application server where your app/bot lives

MSPL• Microsoft SIP Processing Language• Lightweight script that sits in SIP stack• Filter on and modify SIP headers

UCWA• New in Lync Server 2013 CU1• Mobile client powered by UCWA• Great for custom web clients

Client Side Apps• UI Suppression Mode• Client Window Extension (CWE - Silverlight)

End User Adoption

End User Adoption• The best technical solution is useless if it’s

not used!• Training• User Satisfaction Surveys• Lync Service Desk

Key Takeaways

Key Takeaways• Understand all compliance requirements that

must be met• Evaluate solutions and keep user experience

in mind• Complete the last mile with value-adds

Q&A

Please evaluate the session before you leave

Thank you!Ask me questions on twitter - @justimorris