Date post: | 19-May-2015 |
Category: |
Technology |
Upload: | nordic-infrastructure-conference |
View: | 2,525 times |
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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