Microsoft Lync Enterprise Voice Applications and Features UpdatesOctober 2013Microsoft Corporation

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Response Group Application

Unassigned Numbers Service

Call Park and Group Call Pickup

Call forwarding and Simultaneous Ring Authorization

Agenda

Lync Voice Applications Update

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Unassigned Numbers ServicePrompt playback and transfer capability for unassigned numbers

Response GroupCall queuing, treatment, and routing for departments

Group Call PickupUsers in a group can retrieve calls presented to another user

Call ParkAsynchronously transfer of a call between users, endpoints, or both

Lync Call-Handling Services

Response Group Application

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Basic Automatic Call Distribution (ACD) functionalityScenarios include Receptionist, Helpdesk, and Departmental call routing

Call treatment, queuing, and routingRecorded messages, interactive voice response (IVR), music on hold, anonymous outbound calling, business hours/holidaysFlexible routing with integrated presence – serial, parallel, longest availableFormal and informal agents – formal agents sign into Response Group applicationRole-based administration with manager functionality

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

Response Group Service

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Response Group Service - ArchitectureResponse Group ServiceInstalled with Enterprise Voice, licensed with Lync Plus CAL.Server side media application that runs on all Front End (FE) Servers along with web-based administration.Call detail records and reporting.

ResiliencyPool. Each Front End Server runs a matchmaker service with one active; uses SQL mirroring.Data center. Enabled with paired pools with RGS cmdlets supporting manual failover and failback process.

Per Enterprise Edition pool (8 FEs)

Per Standard Edition server

Incoming calls per second 16 2Concurrent calls to IVR or MoH 480 60

Concurrent anonymous sessions 224 (64 with IM) 28 (8 with IM)

Active agents (formal & informal) 1200

Number of hunt groups 400 (200 with speech recognition)

Response Group Building Blocks

Workflow

Group Queue

Agent

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Response Group Service - Architecture

QueueHolds the caller until an agent answers the call.

Associated with one or more agent groups.

WorkflowDefines call behavior from entry into RGS until answered by an agent.

Associated with one or more queues.

Agent GroupSpecifies set of users designated as agents.

When a caller is in queue, RGS looks for an available user in the group.

Huntgroup or IVR groupSIP address and phone numberBusiness hours and holidaysWelcome messageMusic on holdSpeech recognition 26 supported languages

Queue overflow - Maximum number of callers to wait in the queue.

Queue timeout - Maximum time for a caller to wait in the queue.

Agent routing method

Set of users defined as agents

Agent alert time - Time to offer a call to an agent before moving to the next one.

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RGS is great for a “phase two”Make sure basic knowledge worker scenario is configured and functioning properly.Call center rollout can be more labor intensive / support intensive.

Take advantage of this robust capabilityManager features scale out administration duties.26 languages available by default with integrated speech recognition.

Make sure that RGS capabilities meet the needsUnderstand the existing call center requirements in terms of routing, scale, and capabilities.Mock up a test workflow configuration and test functionality as necessary before migrating.A Lync Call Center partner solution may be needed for advanced requirements.http://technet.microsoft.com/en-us/lync/hh972602

Response Group Service - Planning

In Lync Server 2013, a Response Group Administrator can delegate the management of response groups to a Response Group Manager.

The Manager role improves the scalability of a response group deployment by decentralizing the management of response groups.

The scope of a Response Group Manager is at a workflow level.Managers cannot see or modify response groups for which they are not a manager.

Response Group ApplicationManager role

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Response Group Application Manager role

Capabilities of the Manager role:Add and remove agents from agent groupsModify specific properties of the response group workflow, including:

Business hoursHolidaysWelcome messageInteractive Voice Response (IVR) structure

Manage the response group–associated queues and agent groupsDelegate management rights to other managers

Managers can manage a response group using existing Lync tools, such as: Lync Server Control PanelResponse Group Web Configuration ToolLync Server Management Shell

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Response Group ApplicationManaged and unmanaged response groups

Managed Unmanaged

Management

Managed by a Response Group Administrator or Manager

Managed only by a Response Group Administrator

DelegationManaged by a Response Group Administrator or Manager

Delegation not supported

Sharing

Cannot share the response group queues or agent groups with any other response group

Can share queues and agent groups with other unmanaged response groups

Visibility

Visible to the Response Group ManagerVisible to the administratorNot visible to other Managers

Visible only to the Response Group AdministratorNot visible to any manager

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Administrator(s)

“Manager 2”“Manager 1”

Response Group ApplicationManaged and unmanaged response groups

Workflow

Unmanaged

Queue

Agent Group

Workflow

Unmanaged

Queue

Agent Group

Workflow

Managed

Queue

Agent Group

“Manager 2”

Workflow

Managed

Queue

Agent Group

Queue

Agent Group

“Manager 1”

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Unassigned Numbers Service

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Call treatment for numbers unassigned to usersEntire DID number ranges can be entered or unique numbers. Treatment configured for a given range or entry—play a prompt or transfer to Exchange.Incoming calls that don’t match a user or an outgoing route are routed to the unassigned number table.Can be used to block outgoing numbers for everyoneDifferent announcements can be uploaded.

Planning considerationsOverlapping entries are matched from top down.Unique DID number entries needs to be above any inclusive range.

Unassigned Numbers Service

Call Park and Group Call Pickup

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Both features are built on the same serviceOrbit range - globally unique numbers allocated for parking calls, can start with * and #.Specific number ranges assigned to pools.No call retrieval authentication - any user or integrated PBX phone can retrieve a call.

Call ParkUser dials an extension to retrieve the call after it has been parkedUsers are enabled via voice policy and allowed to park calls.

Group Call PickupUser dials an extension to retrieve the call while ringingOrbits can be flagged for Group Call Pickup - Users are enabled by being assigned an orbit number.Private Line, Delegation, Teamcall, Simulring, RGS, and Personal Contact calls not allowed to be picked up.

Call Park and Group Call Pickup

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OrbitsFind unique internal extensions – DIDs are not supported.Allocate orbit ranges to pools in a logical manner – provide overhead for Group Call Pickup uptake.

ClientsCall Park: 2010 and beyond to park; common area phones and PBX phones can retrieve.Group Call Pickup: 2010 and higher to pick up; mobile, analog phones, and PBX phones not supported.

AdministrationConfigure Call Park behavior – specifically fallback behavior on sites.SEFAUtil tool is needed for Group Call Pickup user configuration.

Call Park and Group Call Pickup - Planning

Call Forwarding and Simultaneous Ring Authorization

Lync Server 2010: An administrator can enable or disable call forwarding and simultaneous ringing through the user voice policy.

Lync Server 2013: Enabled call controls to introduce a flexible call-authorization mechanism for forwarding and simultaneous ringing calls.

By using this feature, an organization can restrict calls forwarded by users or through simultaneous ringing to:Local numbers only, to aid in cost controlInternal Lync users only, for security policiesAny custom authorization rule set up by the administrator

Call Forwarding and Simultaneous Ring AuthorizationOverview

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Voice policy usages

An administrator can associate a set of PSTN usages to specify this call authorization to a voice policy.Call authorization types:Voice policy PSTN usagesRestrict to Lync users onlyCustom set of PSTN usages

The same call authorization applies to call forwarding and simultaneous ring.

Call Forwarding and Simultaneous Ring Authorization

PSTN usages

Local International

Voice policy

Redmond

Call Forwarding/Simultaneous

Ring type

Internal only

Custom usages

PSTN usagesCustom usage

Enforce the voice policy–defined PSTN usagesSet-CsVoicePolicy ContosoUserPolicy – CallForwardingSimulRingUsageType VoicePolicyUsage

Lync Server Management Shell

Enforce a custom set of PSTN usages to authorize only local numbersSet-CsVoicePolicy ContosoUserPolicy –CallForwardingSimulRingUsageType CustomUsage –CustomCallForwardingSimulRingUsage @{add=”Local”}

New CallForwardingSimulRingUsageType & CustomCallForwardingSimulRingUsage properties in CsVoicePolicy

... or by using the Lync Server Control Panel

Call Forwarding and Simultaneous Ring AuthorizationConfiguration

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Questions?

Appendix

Lync Voice Interoperability

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Lync users are enabled for Enterprise Voice and retain their direct inward dialing (DID) number.Enterprise Voice users retain IP-PBX phone set and voicemail.Calls to the user’s DID number simultaneously ring Lync.Calling party ID is retained on outbound calls.Dial-in conferencing authentication (DID/PIN) experience is preserved.Click-to-call via the Lync contact card, missed call notification, or basic dialing always leaves Lync and rings the IP-PBX phone set.Presence of user’s IP phone is reflected in Lync (for example, “in a call”).“Pure Lync” users are available for test/pilot purposes.

Lync Voice InteroperabilityCommon Requirements“We have invested in a competitor’s IP-PBX and handset already. However, we like what Lync has to offer in terms of mobility, softphone, and so on. How can we make the two platforms coexist?”

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ChallengesWhat do I enter for LineURI?Who “owns” the DID number?Political issues with telecom team(s) around call control, ownership, and so on.

Common alternativesCustomize Address Book Server (ABS) phone number normalization based on EV vs. non-EV users.Give users a new DID number non-DID number, or a “fake” number.Leave the LineURI blank.

Lync Voice InteroperabilityLync users enabled for Enterprise Voice (EV)

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ChallengesRoaming or remote users lack voicemail visibility.Presence state of IP phone isn’t reflected in Lync.Can’t divert to voicemail from Lync.The value of our UC platform is diminished.

Common alternativesDiscussion about Remote Call Control (RCC).

Lync Voice InteroperabilityEnterprise Voice users retain their IP phone and voicemail

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ChallengesWhat number should the IP-PBX call?Voicemail diversion.Possible cost implications (for example, Avaya PCA license).Increased administrative effort (for example, Cisco remote destination profiles).All Sim Ring calls answered using the IP phone will generate a missed call notification email (should be disabled).

Common alternativesSim Ring the Session Initiation Protocol (SIP) URI (IP-PBX).

Lync Voice InteroperabilityCalls to user’s DID number must simultaneously ring Lync

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ChallengesHow do I make the same phone number exist on two separate systems at the same time?

Common alternativesPerform extensive digit manipulation on gateway.Mask the LineURI with a DID number that points to an Exchange Auto Attendant.

Lync Voice InteroperabilityCalling party ID retained on PSTN/PBX egress

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ChallengesUsers who set/reset their PIN receive a warning on the “dial in” page.We need a unique number across the enterprise.

Common alternativesSet LineURI to a 4-digit or 5-digit number.Leave out the “;ext=“ parameter.

Lync Voice InteroperabilityPreserve dial-in conferencing authentication experience

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ChallengesNormalization to E.164 format (recommended).Reverse Number Lookup (RNL) in Lync prevents PSTN/PBX routing.Need to retain caller ID, conferencing, and so on.

Common alternativesSet LineURI to a 4-digit or 5-digit number.Leave out the “;ext=“ parameter.Use “ms-skip-rnl” parameter.

Lync Voice InteroperabilityClick to call and direct dial must leave Lync –ALWAYS!

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Sim Ring usersAgree on a Distance Steering Code (DSC) for Sim Ring to Lync.Create pool-based dial plans for inbound digestion of the DSC leaving the DID.LineURI = E.164 formatted DID excluding the plus sign (+).De-normalize caller ID (if necessary) on egress.

Lync only usersLineURI = E.164 formatted DID including the plus sign (+).

Lync Voice InteroperabilityThe solution…

“Don’t mess with Address Book Normalization, ‘fake’ DID’s, or alternate numbers”

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Lync Voice InteroperabilitySim Ring to Lync

PSTN

Tel:16046991234;ext=1234Sip:jassha@microsoft.com

16046991234 *725+16046991234

60469912346046991234

Lync Server 2013 Environment

Cisco Unified Call Manager Cisco ISR/Gateway

7809669598

6046991234

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Lync Voice Interoperability“Pure” Lync

PSTN

Tel:+16046991234;ext=1234Sip:jassha@microsoft.com

+16046991234 16046991234

60469912346046991234

Lync Server 2013 Environment

Cisco Unified Call Manager Cisco ISR/Gateway

7809669598

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1. Lync users are enabled for Enterprise Voice and retain their direct inward dialing (DID) number.

2. Enterprise Voice users retain IP-PBX phone set and voicemail.3. Calls to the user’s DID number simultaneously ring Lync.4. Calling party ID is retained on outbound calls.5. Dial-in conferencing authentication (DID/PIN) experience is preserved.6. Click-to-call via the Lync contact card, missed call notification, or basic

dialing always leaves Lync and rings the IP-PBX phone set.7. Presence of user’s IP phone is reflected in Lync (for example, “in a call”).8. “Pure Lync” users are available for test/pilot purposes.

Lync Voice InteroperabilityThe solution...requirements met!

Remember….don’t mess with Address Book Normalization, ‘fake’ DID’s, or alternate numbers

Resources

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© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.