Sean WilsonSenior Service Manager, Microsoft ITMicrosoft Corporation

How Microsoft Runs LyncBEST205

AgendaHow Microsoft IT Deployed LyncRunning Lync at MicrosoftBeyond the Desktop

AgendaHow Microsoft IT Deployed LyncRunning Lync at MicrosoftBeyond the Desktop

8datacenters

107Countries

568Buildings4,300IT FTEs

165,000Active Lync Users

108,000Enterprise Voice Users

32,000Monthly Peer-to-Peer Video Calls

50%Remote Lync Usage

120 MillionMonthly Instant Messages

4Datacenters with Lync Infrastructure

59,000Unique Active Lync Mobile Users

6 Million Audio Sessions per Month

10,500 Federated Companies

89%Meetings Using App Sharing

675,000Monthly Lync Meetings

20% Growth Year over Year Conferencing

Microsoft Lync Environment

108,000+ users on Enterprise Voice (EV) across 156 sites (92% of MS Employees)175,000 users enabled for Lync 2013; 165,000 unique users monthly; 500K daily login events

Dublin 46 EV Sites31k Users Singapore

29 EV Sites36k Users Americas

77 EV Sites

Lync Deployment Overview

Tukwila

59K Users

Quincy45K

Users

• Saved employees 28 min per dayIncreased end-user productivity

• Avoided 45K trips per yearIncreased end-user productivity

• Increased proposals by 6.5% Shortened sales cycles

• Saved $8M USDReduced audio-conferencing costs

• Saved $1.6 million in office movesReduced IT infrastructure and administration costs

• Reduced infra expenditures by 15%Reduced real-estate and facility costs

Productivity

Gains

Reduced Costs

Realized Business Value

Fiscal Year = July - June

User Adoption

AgendaHow Microsoft IT Deployed LyncRunning Lync at MicrosoftBeyond the Desktop

• Best Practice• User Education• WorkSmart Sessions• User Facing Diagnostics• End User Communication

User

Four Elements of a Lync Service• Managed vs. Unmanaged

• Wireless vs. Wired• Headsets

• Standard PCs/BYOD• Driver Challenges

Infrastructure

• Server• Network/DNS• Edge Capacity/Egress• Monitoring• SCOM

Client• Client Version Control

• Click 2 Run vs. MSI• User Experience• Multiple Versions

• BYOD

Device

Topic Description Impact

Lync MobileMultiple mobile clients create support challenges due to environmental elements

Mobility Quality

Convenience

WPANew open area work spaces encourage better productivity and create challenges around connectivity

Better Collaboration

Wireless Experience

Headset Adoption

Multi-View Video

Ability to view up to 5 people on a Lync call encourages adoption of video and offers enriched collaboration

CommunicationNetwork ImpactConsistency of Experience

Faster Releases

New features faster means users can have access to additional functionality sooner but this can impact overall quality and client experience.

Features Release CadenceClick-to-Run

Multiple version of similar client

Wireless N More bandwidth and stronger signal over wireless

Network Speed

Driver challenges

Lync Traffic over Wireless

Custom Reporting and Tools

Development and use of custom or third Party tools to help identify the health of the Lync environment due to a gap in Lync product reporting tools.

Real-time health

Costly

Current Gaps1. Reporting -Not real-time, Data Gaps, Custom Reporting required2. Real-time User Feedback – No mechanism for collecting user

experience3. Network Capability – Wireless experience is not in parity with

wired 4. Lync Capable Hardware – Quality of experience varies by device

Lync Service - State of the Union

QoSHardware

Wireless Topology

Capacity

Prioritization

User

Behavior

Edge

Optimizing the Corporate Network

Third-Party Tools

How was my call? MySetup

Top 10 Reports Network QoS Monitoring

Unify Square – PowerSuite

Why are these tools necessary? Interdependencies on

network, DNS, proxy/egress, etc.

Size of enterprise with multiple geos

Expectations that Lync just worksWhat these tools give us?

Better indication of health Proactive alerting Breakdown by geo down to

the building Meet the expectations of

users

What improvement efforts were put in place? Third-party tools for feedback

to PG Feedback to Unify Square for

more monitoring Cross-team network

initiatives Netsocket pilot for better

Lync/network telemetry

Custom Reporting

The MSIT Lync Toolbox

Wired vs. Wireless

Internal vs. External

Type of Audio Device

Standardization of

Computers

Peer to Peer vs.

ConferencingPSTN vs.

Click-To-Join

Best Practices in Supporting Lync

Device Manufacturer

Lync Logo Program

SubjectiveSocialCulturalComfort FidelityPriceDuplication

ObjectiveConstructionFunctionalityCompatibility

Lync FunctionsAudio/Video RequirementsQualified deviceHeadset

CamerasSpeakerphone

IT Approved Devices

Device Program

Off Campus • Wi-Fi• Hotel Room, Home• Use approved

audio device

Good For Listening• If participating, call

in with landline

Off Campus• Connect via

Ethernet • Use a corporate

issued computer• Use approved audio

deviceGood for Mobile

Workers• If crucial meeting,

use landline

On Campus• Corp Wi-Fi – Strong

signal• Use approved audio

device

Good for Internal and Team Meetings• Find a wired

connection for customer meeting

On Campus• Wired On Corpnet • Use approved audio

device• Mute when not

talking• Find a quiet spot

Use all the time • Use for all

meetings, especially customer meetings

Quality of Lync Call

Poorest Poor Acceptable Good Best

Mobile Office• Hotel Lobby or

Shared Public Wi-Fi• Computer Speakers

and Mic

DO NOT USE• Call in with landline

AgendaHow Microsoft IT Deployed LyncRunning Lync at MicrosoftBeyond the Desktop

Device Manufacturers

Product Group (Lync, Skype, Office, Hardware)

RE&F/MSAV

Microsoft IT

Users

Device ManufacturesProduct Group

RE&F/MSAVMicrosoft IT

Users

Lync

Global Procurement Group (GPG)

GPG

Bringing IT Together

Jun July Aug Sept Oct0

10000

20000

30000

40000

50000

60000

70000

80000

90000

100000

Android iOS Windows Phone

Newest Growth Area – Mobile

Proof of Concept• Provisioning• Remote Management• Monitoring

Global Field Pilot• Refine Support• User Experience• Productivity

Improvement

Official Rollout• Service Onboarding• Global Support• Standards

Microsoft Environment 10K + conference rooms globally 500+ offices 100+ countries Real Estate & Facilities and IT support Efficient MeasurableManageable

Supportability

The Lync Room System Program

Microsoft Lync Environment (Video, Voice, Web)

VTC (Non-Lync) VTC (Lync Enabled) Lync @ DesktopTelepresence

Federated Lync Enabled

Non-FederatedIP, URI, ISDN, OVCC

Lync Room System

Bridge

Consumerized Applications(XBOX,

Skype, Live)

Video at Microsoft

Multiplatform

Android Apple

Windows

Flexible Mobile vs. Remote

BYOD Not Looking BackBeyond the Desktop

Scalable

Pace of Releases Customer Intimacy

Unification

Better Telemetry

More Control

CloudStructured/Large Meetings

Circle of Influence

The Trip Ahead

Questions?

Monday, February 17th

Exhibit Hall Hours 6:00pm – 8:00pm

6:00pm – 8:00pm Welcome Reception

Tuesday, February 18th

Exhibit Hall Hours 8:00am – 9:00am (Breakfast), 10:30am – 5:00pm

8:00am – 9:00am Breakfast (Exhibit Hall) 9:00am –10:30am General Session10:30am – 5:00pm Expo Hall Hours11:00am – 12:15pm Sessions & Hands-on Labs12:15pm – 2:00pm Lunch2:00pm – 5:00pm Sessions & Hands-on Labs5:00pm – 7:00pm Ask the Experts

Wednesday, February 19thExhibit Hall Hours 10:30am – 4:30pm

7:30am – 8:30am Breakfast8:30am – 11:30am Sessions & Hands-on Labs10:30am – 4:30pm Expo Hall Hours11:30am – 1:00pm Lunch1:00pm – 5:45pm Sessions & Hands-on Labs6:30pm – 9:30pm Attendee Party

Thursday, February 20thExhibit Hall Hours 9:00am – 12:00pm

8:00am – 9:00am Breakfast9:00am – 12:00pm Expo Hall Hours9:00am – 12:15pm Sessions & Hands-on Labs12:15pm – 1:30pm Lunch and Departures

Ask the ExpertsLocation: Meal Hall located on Level 1 in Pinyon Ballroom 4-8 Tuesday, February 18

TABLE TOPICS:Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice, Lync Feedback Sessions

Meet face-to-face with the foremost experts in the Lync field and ask them the questions that have you stumped.

Location: Breakout rooms located on Level 1 5:00pm-7:00pm

GROUPS INCLUDE:Manageability – Pinyon 2Meetings & Web Experiences – Bluethorn 4-6Mobility – Bluethorn 7-9Presence & Chat – Pinyon 1Voice & Video – Bluethorn 1-3

Come participate in targeted Feedback Sessions to hear about the high-priority feature asks and help us improve the next release!

Lync Feedback

These sessions are meant to be informational, providing an understanding of the workload and conversational, to discuss your user scenarios and desired improvements.

Birds of a FeatherBirds of a Feather flock together! Join daily breakfast discussions of relevant topics by sitting in the separately designated areas of the Meal Hall. Seating will be sorted in a different way for each Birds of a Feather breakfast:Wednesday, February 19:Where are you from? Asia/Pacific, Eastern & Central Europe, Latin America, Middle East & Africa, US (West, Central & East) and Canada, Western Europe

Thursday, February 20:What is your interest?Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice

#LyncConf14/msftLYNC/microsoft-lync/MSFTLync

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© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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