Post on 31-Mar-2015
transcript
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
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
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
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
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 Policy
1. Internal Usage
2. Local Usage
3. SEA Natl Usage
4. SEA Intl Usage
5. 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
Seattle Voice Policy
1. Internal Usage
2. Local Usage
3. SEA Natl Usage
4. SEA Intl Usage
5. Last Resort Usage
Calling +12065551212
4. ^\+ gw1, gw2
5. ^\+1206555 gw3
6. ^\+1206 gw3
7. ^\+1 gw3
8. ^\+ gw3
12. ^\+ gw4
Seattle Voice Policy
1. Internal Usage
2. Local Usage
3. SEA Natl Usage
4. SEA Intl Usage
5. Last Resort 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
Seattle Voice Policy
1. Internal Usage
2. Local Usage
3. SEA Natl Usage
4. SEA Intl Usage
5. Last Resort Usage
Calling +13126661212
2. ^\+1312 gw1, gw2
4. ^\+ gw1, gw2
7. ^\+1 gw3
8. ^\+ gw3
12. ^\+ gw4
Seattle Voice Policy
1. Internal Usage
2. Local Usage
3. SEA Natl Usage
4. SEA Intl Usage
5. Last Resort 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 DL
Participation policy-Informal- Lync user sign inFormal- Specific queue activation
Routing methodLongest idle, parallel, round robin, serial, attendant
Alert 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
Caller Alice Agent Bob
Bob and Alice connect directly.
If Bob is Anonymous
Established RGS Established
Caller Alice Agent Bob
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:garthf@contoso.com"
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-CsCallParkServiceMusicOnHoldFile
Ring back attempts• 1 – 10, default 2.
Ring back timeout • 10-600s, default 00:01:30
Fallback 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
Mediation Server
Lync Front End
(CPS)
Alice
Bob
Transfer to CPS
Park call
Media
1- Initial call setup2- Bob parks call
OK- orbit #199
Media
Call Park- Flow
Mediation Server
Lync Front 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 Pickup
FeatureIncoming 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 phones
Optimized- 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 qualification
2011-• Extension/PIN, certificates, branch resiliency mandatory
• Call Park, Lync based conferencing, Lync managed upgrade
2012- • 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?