Microsoft Office Communicator 2007 R2

IT Global Helpdesk Training

Course Overview

Course Description

Office Communicator 2007 R2

Audience Help Desk Technician

Prerequisite Understanding of Microsoft® Office Communicator 2007 R2 software

Estimated Length 30 min

Learning Objectives

At the end of this training you will be able to:1. Know how to determine the difference between Microsoft

Office Communicator (OC) 2007 and Office Communicator 2007 R2 (OCR2).

2. Describe how to share your desktop via OCR2 with someone else without using Microsoft® Office Live Meeting 2007.

Agenda

1. Product Information2. What’s New / What’s Changed3. Setup and Configuration4. Product Components5. Basic Troubleshooting6. Common Issues7. Taxonomy8. Escalation Information9. Additional Resources10.List of Acronyms11.Training Forum12.Register Your Training

Product Information

Office Communications Server 2007 R2 is a revision update to the existing Office Communications Server 2007. With this update there are some new features coming, training for which will be provided in more detail by feature to ensure a clearer picture on what changes have been made.

Product Information - Timeline

• Product Rollout Timeline – Provide timeline in your environmentProvide release datesShow how you plan to provide support

We will be looking to have Helpdesk assist in the support of release in <month>.

What’s New / What’s ChangedNew Features IncludeResources: • http://www.microsoft.com/communicationsserver/en/us/whats-new.aspx;• http://edge.technet.com/Media/Whats-New-in-Office-Communicator-Communica

tor-Web-Access-and-Devices-with-OCS-2007-R2/– Desktop sharing from Microsoft® Office Communicator.– Remotely control phone functions of a UC desk phone (answer, hang up, hold, dial).– PIN-based audio conferencing (bridge Enterprise Voice calls w/ PSTN calls (e.g., mobile,

home, etc.).– Office Communicator Web Access (CWA) now supports audio, anonymous access to

support conferencing solutions. Users will be able to arrange meetings which include a link that outside users can click on to join a VoIP conference call via CWA. (Provide your internal cwa link)

– IT can push out updates to Office Communicator via a Communicator advertisement rather than asking users to upgrade on their software via e-mail. User will need to click on “Upgrade Now” when right-clicking on the Communicator icon in the system tray.

– New client called Microsoft Office Communication Server 2007 R2 Attendent (not covered here) provides users the ability to delegate phone calls to someone else for situations where an admin answers phone calls for a person they support (e.g., GM, Director, CVP).

• Changed– Communicator calls to connect more quickly.– UC desk phones to have louder speaker phones.– UC desk phones get a “Redial” soft key on the display, even when the phone is locked. – UC desk phone users can select between four different ringer tones.

OCS 2007 R2 Communicator Client Version Information• Same look and feel as OC 2007 • Office Communicator 2007 R2

– Version information

• UC desk phone software updates

Setup and Configuration• No changes to setup and configuration from existing 2007 clients. • New OCR2 client feature allows for Communicator to be updated

semi-automatically. – User will get a Microsoft® Windows® Info Balloon popup at the bottom

of the screen stating that a new version of Communicator is available and to click to run the install.

– Users that don’t act upon the balloon can right-click on the Communicator icon in the task tray and select “Install Updates” to manually upgrade their client.

Right-Click View Windows Info Balloon Advertisement View

How to Create a Desktop Sharing Session via Communicator 2007 R2

• Desktop sharing

• Start with an IM session.

• Click on Desktop sharing icon, followed by “Share Desktop”.

• Control box will show in top center of the user’s screen.

• Clicking the icon will allow the initiator to allow the remote party to take control of their screen.

• Clicking it again will take back the control from the remote party.

• Clicking the will close down the sharing session but leave the IM session

active.

Basic Troubleshooting

Collect Communicator log files for analysis for the escalation template:•Quit Communicator.•Open the Task Manager, and confirm Communicator.exe is not a running process. •Go to: %userprofile%\tracing •Delete all log files or move them to another folder. •Restart Communicator, and reproduce the problem. •Copy the newly created logs to another folder. •Zip the log files into a single file. It can have any name, but one with a format such as 050706_Client_LCAPI.zip (example) is preferred. 

Common Issues

• Issue: TBD• Possible Cause:

• T/S Considerations:

Taxonomy - Communicator 2007 R2Use the following taxonomy when coding related service requests (You may

have yourown taxonomy, insert here):

Service: <insert name here>Product: Communicator 2007 R2Contact Reasons:

(New) Desktop Sharing Failure(New) Client Update Failure(New) Audio Conference FailureAuthentication ErrorFile Transfer FailureHelp Install/UninstallIM Conversation FailureLive Meeting Add-in FailureOutlook Integration ErrorPC to PC Audio FailurePC to Phone Audio FailurePhone Integration FailurePresence Status IssueRoundTable Device FailureVideo Failure

Escalation Information

• Communicator 2007 R2 is fully supported– Primus Article: ms106689 “Communicator 3.0:

Support parameters and escalation information”

• Escalation Templates:– Communicator Troubleshooting

• Primary Escalation Path:– Group:– Subgroup:

Additional Resources

• Leverage user education resources for self- help training

List of Acronyms

• PSTN – Public Switched Telephone Network• OCR2 – Office Communicator 2007 R2 (3.0.xxxx.x) software

client• OCS – Office Communications Server• OC – Office Communicator (R2 or 2007)• RTM – Release to Manufacturing• RC – Release Candidate (RC, RC1)• Tanjay – UC desk phone• Enterprise Voice – new name for UC Telephony

Learning Objectives

You now know how to:1. Differentiate the 2007 OC client from the OC

2007 R2 2. How to do a desktop sharing session

Training Forum

Get your questions answered!All new training will have a discussion board

(i.e., Training Forum). Post your questions, and we’ll post the answers. Training Forums will remain posted until about one month after release. All discussion boards are listed at: <insert your company’s internal link>

Register Your Training

You have completed this training.

Please Click here to register your training and complete the required survey.

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This material is provided for your informational purposes only. Microsoft makes no warranties, express or implied. ©2009 Microsoft Corporation.