lync – 6 top tips to avoid disaster

Lync – 6 top tips to avoid a Lync disaster

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What we do

• Complete IT Outsourcing

• Fully managed service 24x7

• Fixed cost per user per month


So about Lync

• Unified communications

• Instant Messaging

• Presence

• Telephony

• Email

• Voice and video conferencing

• It’s now Skype for Business

– Which means the same as before but

• Broader HD Video integration

• Call via work integration with PBX

• Cloud, on premises or hybrid


Pitfall 1

• Lync isn’t a phone system

– And if that is primarily what you need, then Lync might not be the best option

• Lync works best through the Lync application Graphical User Interface on your computer screen

– It doesn’t behave like a traditional phone system with “one incoming main number and onward transfer”

– It is designed primarily for working without switchboards where everyone has their own DDI.

• That means things like general numbers, hunt groups, pickup groups, single button transfer etc are often not as straight forwards as they used to be on your old phone system


Tip 1

Get your supplier to give you an early live demo involving a mix of both champions and sceptics.

Before you commit, you need to get user groups at least willing to think about working differently with telephony

and comms


Pitfall 2

• Lync isn’t stand-alone

– It needs to integrate with your existing IT systems – Active Directory, Firewall, Network, Internet Connection etc

• A typical Lync installation including most features would include configuration and integration of 8 servers and at least 8 critical interdependencies with your existing infrastructure – and that’s excluding failover

• That means that what seems straight forwards can run into installation difficulties and cost to remedy things like:

– Needing to upgrade Exchange first

– Needing to re-IP or reconfigure your VLANs


Tip 2

Before you commit, get your supplier to do a Lync Readiness Assessment and to identify any corrective

action to be able to implement the solution with the cost of that.


Pitfall 3

• Different handset manufacturers claim Lync compatibility, but they don’t all work the same when it comes to Lync

– You need to be very careful about things like firmware and the way the phone model tethers (or not) to the owner’s PC

– Some handsets need additional desktop software on the local machines besides the Lync application itself

– Lync integration can be highly complex – and if you were cynical, you might even postulate that manufacturers who often provide alternative phone systems don’t necessarily invest their best work in Microsoft integration….


Tip 3

Test handsets extremely thoroughly before you get to full roll out.

Make sure you have the skills, applications and platforms to manage group policy faultlessly


Pitfall 4

• Lync mobile is brilliant, but 3G/4G mobiles and standard wireless networks are not yet best friends

• Standard network wireless is not optimised for Voice and we would advise never relying on that to work flawlessly.

• If you want to run 3G/4G phones with Lync client over your wireless network, you are highly likely to have to significantly review and enhance your wireless network configuration

• Different handset OS – iOS, Android, Windows Mobile - deal with Lync integration in different ways.

• Again, call me cynical, but if you were a mobile phone operator, would you make it really easy for people to make calls “not on your network?”

• You could try Lync compatible DECT phones instead – but beware, these are pricy – and can have similar signal issues


Tip 4

Build a test lab to thoroughly test mobiles before you roll out mobile Lync.

Make sure you have anticipated the fact that different users will have different OS on their mobiles which all

work differently


Pitfall 5

• Handsets are “ergonomic things” which some members of staff use constantly. Once their old familiar handset is taken away they might find it hard to adjust.

• If they don’t like the handset – “lightweight”, “plastic”, buttons too small, too confusing etc – they won’t buy in to the vision


Tip 5

Test multiple handset types with key early adopters

If what they’re moving to “feels” and “looks” better, they will find it easier to get on board.


Pitfall 6

• Lync is an integrated system – hence if you can get your active directory and address books well managed so that everyone can see everyone and “click to message” or “click to dial”, the productivity and ease of use will be great

• If each user has to manage their own address books, that will be a waste of time and negative incentive to use Lync in the way it should be used

• So you may find that you need to review how core outlook and use of address books is configured – and appoint someone to make sure that all contact details are fully up to date on AD and regularly reviewed


Tip 6

Get your AD and contact information correct before you start.

That way you can train in productivity as part of the induction for Lync.


If you found these slides useful and would like further advice, contact the Modrus

team on 020 3371 6666

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