Configuring Basic Enterprise Voice Functionality

Voice Routing 1 7 8 2 9 3 10 4 13 6 12 5 11 14 Dialing Behaviors Start Time xx:xx / Length: 1 minute Walk the students through each of the elements in the diagram, explaining their roles in the configuration process and any dependencies. Discuss the difference between Dialing Behaviors and Routing & Authorization. Dialing behaviors happen when the client dials a number. With the exception of emergency numbers, its sole purpose is to get the number into a routable (= E.164) format. Routing & Authorization takes place after the number is globally unique. This is the process used to select the right route to the final destination, and then check to determine whether the user is authorized to make the call. Advance through the animations by clicking and use the arrows to explain every step in the process. msRTCSIP-Line msRTCSIP-PrivateLine 1 Inbound Routing SIP URI PSTN Fallback for CAC and Network Outages 7 Reverse Number Lookup Dial Plan Emergency Call? User=phone Match External Normalization Rules Yes No match 8 Apply Called Party Prefs EAP? 2 Select usages 9 Internal Normalization Rules No From trunk with usages? UC Endpoint Receives Call Usages on inbound trunk Global? Emergency call? Usage from location policy Client-side normalization 3 Yes Conference dial-out? 10 Usages of meeting organizer Unassigned number? RFC 3966 Starts with + No Title: Voice Routing Length: 5 minutes Participant Notes: EAP = External Access Prefix (This is meant to illustrate that the external access prefix logic is applied on the client only – EAP is not processed on the server. I assume the presenter already understands the EAP logic in case questions are asked.) The user initiates a call from the client. This can be done by: Entering a SIP URI that will bypass most of the logic and directly go to Inbound Routing. A Phone Number that will invoke processes like normalization and reverse number lookup that we will describe next. First a check for an emergency number is done, and then: If the number qualifies as an emergency number the Location Policy for emergency numbers is applied and routing continues. If the number does not qualify as an emergency number the process continues. Then we check to determine whether the number is a global number, according to RFC 3966 Global numbers starts with “+”. But this does not mean the number is in E.164 format. A Global number does not need further normalization. A NON Global Number needs to be normalized. A NON Global number is normalized to an E.164 format as recommended in the following way: Normalization is done by applying normalization rules. A set of normalization rules are part of a Dial Plan. Dial plans are assigned to users or groups of users based on the site or pool. We must also check to determine if a number is within a call park orbit in addition to the normalization rules. At least One normalization rule must match or the dialed number should be in an orbit range. Has the user entered something valid? After the number is translated to a global unique format (normalized to E.164) a RNL-Reverse Number Lookup is performed. (Do we have a Lync user with this number?) If the RNL matches, the call is handed over to Inbound Routing for further processing (think of multiple end-points, forwarding and simultaneous ring, and so on.) If there is NO Match for RNL outbound routing looks for appropriate policy or application for routing. If a match, hand over the call to the Announcement or Call Park Service Application. Check the Voice Policies for the user for PSTN Usages: Every user is assigned a Voice Policy. The Voice Policy defines the PSTN usages for the user and the Voice Features that the user can use. If possible a route is selected that does the following: Matches the selection criteria for the number. Matches the PSTN Usage for the user. Based on the Route, a gateway is selected and a combination of trunk and mediation server completes the routing. We finally reach our destination, a phone on the PSTN. Announcement or Call Park Application Call Park? Location-based routing? Gateway Mediation Server Usages from network site Normalization Rule Dial Plan Referred-by? Usages of referrer 4 Convert # to Local Format Usages of caller 13 Trunk Configuration / Number Translation 6 Must Match A Rule Call Park Orbit Range Selected policy/usages Routes 12 PSTN Usage Route Gateway / IP-PBX / SIP Trunk 5 PSTN Usage Route Route 11 PSTN Usage Route External Endpoint Receives Call 14 Dialing Behaviors Routing & Authorization

Number Normalization and E.164 2: Configuring Basic Enterprise Voice Functionality Country Code National Destination Code (Optional) Subscriber number National (significant) number 1 to 3 digits Maximum = 15 – cc = 12 to 14 digits 31 (Netherlands) 20 (Amsterdam) 500 1500 1 (US) 425 (Washington) 882 8080 Talk about the importance of using the E.164 phone number format. Using E-164 is the only way to assure a phone number is globally unique and provides the most efficient routing setup. Add, remove and change routes, gateways and class of service without the need for client changes/user behavior changes. Emphasize the benefit of making routing independent from how users enter phone numbers. Compare E.164 and routing concepts to IP routing with subnets. Country Code Group Identification Code Subscriber number 3 digits 1 digit Max = 15 – (cc + gic) = 11 digits 599 (Netherlands Antilles) 7 (Bonaire) 500 1500

Scoping Configuration Items and Policies 20337B Scoping Configuration Items and Policies 2: Configuring Basic Enterprise Voice Functionality User Pool Site Global Contoso Chicago Chicago-1 Chicago-2 London Dublin-1 Explain the different scoping options available in Lync. Emphasize that the closest policy is applied if multiple polices exist. Relate to AD policies and explain that Lync policies are not stored in AD and different settings in policies are not merged. For example, if the site policy contains PSTN usage A and B, and the User policy contains PSTN usage B and C: If the User policy applies, the user will be assigned B and C. If the Site policy applies, the user will be assigned A and B. The user will never receive A, B, and C because policies are not merged. If a policy is set to <Automatic>, either a Pool, Site, or Global policy (in exactly that order) is applied, depending on: If such a policy is available. If such a policy is applicable.

20337B Dial Plans 2: Configuring Basic Enterprise Voice Functionality A set of normalization rules that translate dial strings to full, unique numbers Normalization rules are specified using regular expressions ^ match the start $ match the end \d match any digit \d* 0 or more digits \d{5} any 5 digits [135] 1, 3, or 5 (13)|(17) 13 or 17 [1-5] 1 through 5 (…) “captures” the enclosed characters for referring to them in the result as $1, $2, $3, etc. Introduce the concept of Dial Plans. A dial plan is a named set of normalization rules that translates phone numbers for a named location, individual user, or contact object into a single standard (E.164) format for the purposes of phone authorization and call routing. Normalization rules define how phone numbers, expressed in various formats, are to be translated to the E.164 format. The same dial string may be interpreted and translated differently, depending on the location from which it is dialed, and the person or contact object making the call. The service level PSTN gateway dial plan is applied to the incoming calls from a particular gateway.

Normalization and Regular Expressions 20337B Normalization and Regular Expressions 2: Configuring Basic Enterprise Voice Functionality Dial plans perform normalization by using regular expressions Skype for Business Control Panel Or built from scratch by using standardized regular expressions Dial plans contain a collection of normalization rules. Normalization rules are built with two components: Pattern to match Translation rule Pattern to match is a regular expression that defines for which numbers this rule is applicable. Translation rule is a set of changes that will be applied to the selected number. Normalization rules use regular expressions. Explain the regular expressions outlined in the table. The Control Panel UI provides a way to construct simple regular expressions for matching, and translation. Complex rules can be constructed from the editor.

Example Normalization Patterns National dialing ^([2-9]\d\d[2-9]\d{6})$ → +1$1 (NANP) ^0(\d{10}) → +44$1 (UK) Include national and international dialing prefixes ^011(\d*) → +$1 Extension range (e.g. 15xx-35xx) ^((1[5-9]|2[0-9]|3[0-5])\d{2})$ → +1206555$1 http://support.microsoft.com/kb/2673302

Address book normalization No more text file. Yay! Not handled during in-place upgrade Cmdlet for importing existing address book rules Import-CsCompanyPhoneNormalizationRules -Filename "Company_Phone_Number_Normalization_Rules.txt" -Identity Global You can import existing rules from the Company_Phone_Number_Normalization_Rules.txt file by using the command Import-CsCompanyPhoneNormalizationRules.   https://technet.microsoft.com/en-us/library/dn985968.aspx

Overview of Routing and Authorization 20337B Overview of Routing and Authorization 2: Configuring Basic Enterprise Voice Functionality 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 Provide a high level overview of the three important components that control voice features: 1. Discuss routes. Define the call flow and gateways to use to get to the final destination. 2. Describe PSTN usages. The “glue” between Voice Polices and routes. A PSTN usage is assigned to the user though the voice policy. The route is assigned a PSTN usage when defining/configuring. Because the user has the PSTN usage, he or she can use the route. 3. Ends with Voice Policies. Voice Policies assigned to a user define what a user is allowed to do (authorization or class of service)

Route Planning Routes are also regular expressions that match normalized number to select a gateway Route for internal numbers Internal to company: Both within Lync and on PBX Useful for “Internal” class of service Also used for PSTN routing of internal calls for Call Admission Control (CAC) or network failure Routes specific to gateway locations Include multiple gateways in route if in same location Otherwise, we’ll use PSTN usage to group and order them International National Premium National Local Internal Routes for the gateways in Munich DE Internal ^\+49895550[12] DE Munich Local ^\+4989 DE Germany ^\+49 DE Europe ^\+(49)|(31)|(33)|(32)|(34)|(351)|… DE International ^\+

Voice Policies Can be assigned per user, site, or global. 2: Configuring Basic Enterprise Voice Functionality Can be assigned per user, site, or global. Can be by PS: New-CsVoiceRoutingPolicy –Identity <PolicyID> -Name <PolicyName> -PstnUsages <Usage1>, <Usage2> Not only for users. Also useful to address Common Area Device requirements: Assign a Voice Policy to a common area phone to prevent misuse and high cost. Provides admins with flexibility to control user voice entitlements: Length: 1 minute Briefly discuss the various user entitlements that admins can control, because these features are described in depth in other modules. Can be assigned per user, site, or global. Provides admins with flexibility to control user voice entitlements: • Voice mail scape (This feature is only configurable through the Skype for Business Server Management Shell) • Call Forwarding • Delegation • Call Transfer • Call Park • Simultaneous Ringing • Team Call • PSTN Rerouting • Bandwidth Policy Override • Malicious Call Tracing

20337B PSTN Usage 2: Configuring Basic Enterprise Voice Functionality Control dialing capabilities (Class of Service) by assigning PSTN usages 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 Length: 2 minute 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 To better explain PSTN usage records, refer to a key chain (Voice Policy) and multiple locked doors (Routes) that need a key (PSTN usage) to be opened. It is important to understand that PSTN usages are defined in order (both for voice policies and routes), and the order defines the priority.

Call Forwarding and Simultaneous Ring 20337B Call Forwarding and Simultaneous Ring 2: Configuring Basic Enterprise Voice Functionality Lync Server 2010: An administrator can enable or disable call forwarding and simultaneous ring through the user voice policy Lync Server 2013 & Skype for Business: Enables call controls to introduce a flexible call-authorization mechanism for forwarding and simultaneous ring calls By using this feature, a company can restrict calls forwarded by users or through simultaneous ring Local numbers only, to aid in cost control Internal Skype for Business users only, for security policies Any custom authorization rule set up by the administrator  

Call Forwarding and Simultaneous Ring 20337B Call Forwarding and Simultaneous Ring 2: Configuring Basic Enterprise Voice Functionality Voice Policy “Redmond” PSTN Usage ‘”Local”, “International” “Call PSTN Usages” Policies can be applied and a set of PSTN usages can be used to specify the routes for simultaneous ring or call forwarding. The administrator can choose between using: Existing voice policies of the user for simultaneous ring or call forwarding. This enables the users to forward a call or simultaneously ring any target that they can dial. Only allow simultaneous ring/call forwarding to Lync users. Define a custom set of usages to limit simultaneous ring/call forwarding to scenarios such as local calling, and so on. Explain the different scenarios by using the flowchart Call Forwarding “Internal Skype for Business users only” Simultaneous Ring “Custom PSTN Usages” 14 PSTN Usages “Custom Usage”

A route is selected based on a matching pattern Voice Routes 2: Configuring Basic Enterprise Voice Functionality 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 with one or more trunks defined in Topology builder  

20337B Trunk Configuration 2: Configuring Basic Enterprise Voice Functionality Allow for centrally managing number formatting prior to routing to PBX/PSTN for both the calling and the called number Use Lync Control Panel to demonstrate configuring calling and called number translation rules.

Assigning DIDs to a User 20337B Assigning DIDs to a User 2: Configuring Basic Enterprise Voice Functionality DID is a term used by the telecommunications industry and stands for Direct Inward Dial (DID): DID numbers are globally unique DID ranges/blocks are acquired from the telecom provider DID numbers enable external users to connect to a Skype for Business user directly Are assigned to a user when enabling for Enterprise Voice This slide should be used to discuss direct inward dialing (DID) and its alternatives.

DID numbers can be defined in two formats: Specifying a Line URI 2: Configuring Basic Enterprise Voice Functionality DID numbers can be defined in two formats: tel:+14258828080;ext=8080 tel:+14258828080 Recommendation: Specify extensions (ext=) for all users to: Optimize PIN authorization for devices and dial-in conferencing May need to deal with “;ext=“ in trunk normalization for cases of PSTN reroute  

Internal-Only—Users Without DID 20337B Internal-Only—Users Without DID 2: Configuring Basic Enterprise Voice Functionality The full URI points to the switchboard or Exchange AA number: Users will have a unique “ext=xxxx” Example: User A tel:+14258828080;ext=51855 User B tel:+14258828080;ext=51856 User C tel:+14258828080;ext=51857 Base number should point to Exchange AA with number: tel:+14258828080;ext=1 Normalization of the inbound number should add “;ext=1” so that the unique number of AA can be found by using a reverse number lookup: ^(\+14258828080)$ → $1;ext=1  

Dial Plan Design Approach 20337B Dial Plan Design Approach 2: Configuring Basic Enterprise Voice Functionality Record all existing dialing habits Consider the current dial plan Understand the Gateway and Mediation server locations Understand the customer requirements  

Dial Plan Design Approach 20337B Dial Plan Design Approach 2: Configuring Basic Enterprise Voice Functionality Migration strategy Skype for Business or PBX Phone vs. Skype for Business and PBX phone? Keep the existing DIDs or get new numbers when migrated to Skype for Business? Implement changes or copy the existing numbering plan? Define the routes Define user voice policies (Classes of Service) Incorporate requirements for least-cost routing and PSTN rerouting and fallback, if needed Use PSTN usages to “link” appropriate routes to the needed voice policies  

Real World Scenarios and Recommendations 20337B Real World Scenarios and Recommendations 2: Configuring Basic Enterprise Voice Functionality Copying existing dialing habits is not always a good idea Some are just there to accommodate the PBX   Examples of unnecessary dialing rules: Scenario Remark Recommendation Dial a “9” to seize an outside line Example: 9 0031205001500 PBX-specific behavior Avoid creating normalization rules for this habit Dial “00” for an international number Example: 00 31205001500 Country-specific behavior Not required, but everybody uses it Create a normalization rule that translates to E.164 Prefix an internal number with a PBX-specific trunk number (Steering Code) Example: 203 1111 Created to overcome the lack of support for E.164 for PBX

Route Planning—A Real World Example 20337B Route Planning—A Real World Example 2: Configuring Basic Enterprise Voice Functionality Example routes for the gateways in Europe – Germany (DE) – Munich DE Internal ^\+49895550[12] DE Munich Local ^\+4989 DE Germany ^\+49 DE Europe ^\+(49)|(31)|(33)|(32)|(34)|… DE International ^\+ International Europe Gateway   National Premium National Local Internal USA Gateway Asia Gateway International National Premium National International Local National Premium Internal National Local Internal

Number Blocking Traditional Method Alternative Method 20337B 2: Configuring Basic Enterprise Voice Functionality Traditional Method Alternative Method Examine the two methods for blocking outbound calls to specific numbers. Discuss the advantages and disadvantages of each approach. Traditional Method: More flexible, more difficult to manage Alternative Method: Less flexible, easier to manage