1. Microsoft ® Lync™ Server 2010 Voice Applications Module 17 Microsoft Corporation

2. 2 Session Objectives Describe the mission and features of the Lync Server 2010 voice applications Understand how these applications get deployed Understand how these applications get managed

3. Agenda Review the following Lync Server2010 voice applications PSTN Conferencing Services (CAA) Response Group Application (RGA) Call Park Application (CPA) The topic areas that will be covered are Mission and goals Features Management Topologies Coexistence 3

4. What Are the Voice Applications? A lot of commonalities: All handle Voice A similar deployment model The same routing model and very similar call flows 4 PSTN Conferencing Services Response Group Application Call Park Application

5. Where Do the Voice Applications Reside? 5 Voice apps

6. PSTN Conferencing Services (CAA) 6

7. Meeting Types Mission and goals Features Dual Tone Multi-Frequency (DTMF) Commands Entry/Exit Announcements PIN Simplifications User experience (UX) Settings Deployment Steps Demo Architecture and Components Language Support Coexistence with OCS 2007 R2 and Migration 7

8. Mission and Goals Mission Move 85% of your audio conferencing provider (ACP) calls on premise Goals Provide all the features needed to handle small/mid-size meetings Make join simpler and more reliable Provide a best in class UX on both the PSTN and Lync Server 2010 side Goals Provide all the features needed to handle small/mid-size meetings Make join simpler and more reliable Provide a best in class UX on both the PSTN and Lync Server 2010 side Non Goals Move all meetings to ACP: large meetings which require operator assistance will remain on ACPA Non Goals Move all meetings to ACP: large meetings which require operator assistance will remain on ACPA 8

9. New Features Standard DTMF controls Entry/exit announcements Provide all the features needed to handle small/mid-size meetings Lobby support for restricted meetings Allows unauthorized users to wait in the lobby to be admitted vs being disconnected in OCS 2007 R2 Name recording for unauthenticated users By default PIN never expires for dial-in conferencing Make join simpler and more reliable Discussed in separate session Provide a best in class UX on both the PSTN and Lync Server 2010 side 9

10. Feature Comparison Feature setsOCS 2007 R2Lync Server 2010 Participant Passcode Leader Passcode (Corp User PIN) Music on Hold (not apply to corporate user) Multiple access numbers with multiple languages and Toll free support Entry/Exit Announcement (Tone only) (Tone or Name) Scheduled Meeting Reservationless Meeting Mute/Un-mute Notification DTMF in-meeting controlx Announce late participants/Recorded namex Operator/Moderator Assisted Conferencexx Reference code (Billing)xx Silent modePartial (Live Meeting Console) Roll CallPartial (Roster) 10

11. DTMF Commands Commands *1 - Automated help *3 - Private roll-call *4 - Toggle silent mode (leaders only) *6 - Mute/unmute self *7 - Lock/unlock (leaders only) *8 - Open lobby (leaders only) *9 - Entry/exit announcements on/off (leaders only) Admin customizable Each command can be configured as * / # + 0-9 Each command can be disabled (unset key mapping) End user discoverable Shown on the Dial-in Conferencing webpage Discoverable in conference by issuing help command 11

12. Entry/Exit Announcements Entry/exit announcements with names Announcements are made when participants join and leave Batching reduces # of announcements Anonymous PSTN users record name Authenticated users’ names are announced by text-to- speech (TTS) Can skip name recording, join as “unknown participant” 12

13. Entry/Exit Announcements MCU Alice Authenticated user John (federated user) Bill (PSTN user – authenticated) Simon Anonymous OC/CWA user (provides his display name) Jane (PSTN user – anonymous) 13

14. PIN Simplifications Simplify PIN usage for end user 14 New default policy for PIN to never expire Default on Make join easier Dial-in page is made more discoverable Windows PowerShell™ scripts for admins to send mail to users whose PIN is about to expire Increase awareness

15. Important User Experience Settings Settings related to the join UX Default meeting policy (set by admin, can be changed by user) Lobby bypass for PSTN users (set by user) Meeting policy Phone, Anonymous Phone auth’d with ph# + PIN InvitedNot invited Organizer only (locked) Lobby (MoH) Lobby (MoH) unless organizer Lobby (MoH) People I inviteLobby (MoH), unless PSTN lobby bypass turned onIN Lobby (MoH) People from my companyIN, unless PSTN lobby bypass turned offIN EveryoneIN, unless no authenticated users are inIN Recommended default. Also gives a constant conference ID, i.e. Closest Experience to ACP. 15

16. Settings Impact In-Meeting User Experience Admin settings: Set and order of DTMF controls can be configured (global/site) Entry/exit announcements configuration Off Beep Name TTS for known users Recording for unauthenticated users Organizer: Turn announcements on/off at schedule time for non default meetings Presenters: Turn announcements on/off during the meeting 16

17. Deploying PSTN Conferencing Services 1. Plan additional Direct Inward Dialing (DID) numbers and PSTN trunk capacity for access numbers. 2. Configure dial plans with a valid dial-in conferencing region 3. Deploy PSTN gateways or configure SIP trunking 4. Configure access numbers globally or per site * a) Manage order of access numbers per conference region (PS cmdlet only). 5. Configure DTMF commands globally or per site * 6. Configure PIN security settings (complexity, expiration, etc.) 7. Enable user for PSTN dial-in (via conferencing policy) a) Populate correct phone numbers for users (msRTCSIP-Line property) b) Generate PIN and send welcome email via PS1 script* * New in Lync Server 2010 17

18. Demo Configuring PSTN Conferencing Settings using PowerShell 18

19. Front End Server Audio Conferencing Architecture Backend SQL DB Server AV Conferencing Server Conferencing Database Conferencing Database Focus Focus Factory Web Components (IIS) Join Launcher Reach Server Dial-in Conferencing Page IM Conferencing Server Web Conferencing Server App Sharing Conferencing Server AV MCU Machine Boundary Process BoundaryWeb ApplicationAudio Conferencing Conference Auto Attendant Conference Announcement Service Personal Virtual Assistant Group Virtual Assistant 19

20. PSTN Conferencing Service Components 20 Handles the IVR for the user join flow Joins the user to the conference Plays music if conference hasn’t been activated Conferencing Auto Attendant (CAA) Handles prompts played only to a user/group of users in their language (you have been muted/unmuted, help, lobby notifications, roll call) Personal Virtual Assistant (PVA) Handles prompts played to ALL users in the conference in their language (Entry/Exit Announcements) Group Virtual Assistant (GVA)

21. Multi-language Support Dial-in experience Language is taken from the contact object, configured with PowerShell IVR offers users the choice of languages found on the CO In meeting experience Personal announcements (played by PVA) In the language which the caller had at dial-in time Global announcements (CAS, GVA) Announcements are played to all users grouped by language Dial-out The person being dialed out to gets the language of the person dialing out If the language of the user can’t be matched, the closest language is used (ex: FR-CA -> FR- FR) 21

22. Voice Applications English Caller 1 joins and requests English Caller 2 joins and requests English Caller 3 joins and requests French French Multi-language Support 22

23. Coexistence with OCS 2007 R2 Problem: All CA access numbers globally available User can call OCS 2007 R2 CA trying to join a conference hosted on Lync Server 2010 pool OCS 2007 R2 CA cannot handle lobby Solution: Inter-pool transfer (requires OCS 2007 R2 cumulative update #5) CA will only accept transfers from another CA, will only transfer if conference is homed in Lync Server 2010 pool 23 Call picked up byConference homed in other 2007 R2 pool Conference homed in other Lync Server 2010 pool OCS 2007 R2 CANo transferTransfer Lync Server 2010 CANo transferTransfer

24. Coexistence with OCS 2007 R2 24 PSTN WAN Datacenter Asia OCS 2007 R2 OCS 2007 R2 CA PSTN Datacenter US OCS 2007 R2 OCS 2007 R2 CA CAA Dial-In +33 … CAA Dial-In +1 … CAA Dial-In +65 … 2 1 3 4 1. 2007 R2 CA picks up PSTN call 2. ResolveConference 3. ResolveConference response with Lync Server CA GRUU 4. 2007 R2 CA transfers call with context Lync Server CA Datacenter Europe Lync Server

25. Summary of Migration Steps 1. Getting to Coexistence State a) Deploy inter-pool transfer CU (CU #5) to all CAA 2007 R2s in deployment b) Install and activate Conference Auto Attendant (CAA) in a new Lync Server 2010 pool c) Create a new Lync Server CAA and test d) Move data from OCS 2007 R2 WMI to Lync Server 2010 CMS by running: i. Import-Cslegacyconfiguration e) Move/add users to Lync Server 2010 pool, migrate users’ meetings to Lync Server 2010 pool 2. Decommissioning OCS 2007 R2 pool a) Using PowerShell cmdlets, migrate contact so that they point to a Lync Server 2010 pool instead of the OCS 2007 R2 pool b) Meeting invites that still have OCS 2007 R2 access numbers will now be handled by CAA c) Decommission OCS 2007 R2 pool 25

26. Response Group Application (RGA) 26

27. Response Group Application Mission and goals Product positioning Feature overview IVR Call queuing Routing Agent side UX Infrastructure RG management Call flow – with and without anonymity Unassigned number call flow Demo Coexistence 27

28. Response Group Application Mission Offer a best in class departmental ACD to help you move off your PBX 28 Goals Provide all basic ACD features for departmental needs Provide voice treatment for unassigned number service Simplify manageability Goals Provide all basic ACD features for departmental needs Provide voice treatment for unassigned number service Simplify manageability Non Goals Support contact center solutions Non Goals Support contact center solutions

29. Current PBX Situation Basic PBX features (Basic Hunt group) Basic PBX features (Basic Hunt group) Add-on ACD solution Fully featured Additional licensing costs Add-on ACD solution Fully featured Additional licensing costs Dedicated ACD High scale High Additional Costs Dedicated ACD High scale High Additional Costs Basic hunt groups Agent sign-in/out Various hunting methods Basic hunt groups Agent sign-in/out Various hunting methods MoH Business hours Basic CDRs MoH Business hours Basic CDRs Departmental Solutions Supervisor Live views Advanced CDRs Supervisor Live views Advanced CDRs High Scale High Availability Advanced CDRs Interop with LoB apps High Scale High Availability Advanced CDRs Interop with LoB apps Internal helpdesks, Small CCs Large CCs 29

30. Positioning of Response Group Response Group Application Hunt groups and basic IVRs Integration with OCS presence Agent anonymity Announcements (unassigned numbers) Speech recognition and TTS Music on hold Basic CDRs Response Group Application Hunt groups and basic IVRs Integration with OCS presence Agent anonymity Announcements (unassigned numbers) Speech recognition and TTS Music on hold Basic CDRs Dedicated ACD High scale High additional costs Dedicated ACD High scale High additional costs Supervisor Live views Advanced CDRs Supervisor Live views Advanced CDRs High Scale High Availability Advanced CDRs Interop w/ LoB apps High Scale High Availability Advanced CDRs Interop w/ LoB apps Internal helpdesks, Small CCs Large CCs Basic PBX features (Basic Hunt group) Basic PBX features (Basic Hunt group) Add-on ACD solution Fully featured Additional licensing costs Add-on ACD solution Fully featured Additional licensing costs 30

31. New Feature Overview IVRCall queuingRoutingAgent side UXInfrastructure IVR features Input: DTMF or Speech Recognition Playback:.wma or TTS SR/TTS supported in 26 languages Rich IVR tree configuration Customized messages before transferring/disconnecting and MoH Support any number of questions & answers IVR features Input: DTMF or Speech Recognition Playback:.wma or TTS SR/TTS supported in 26 languages Rich IVR tree configuration Customized messages before transferring/disconnecting and MoH Support any number of questions & answers 31

32. New Feature Overview IVRCall queuingRoutingAgent side UXInfrastructure Call queuing Music on hold Queue time out/queue overflow/disconnect action On first call/last call: route to PSTN, other queue, SIP URI or Voicemail Call queuing Music on hold Queue time out/queue overflow/disconnect action On first call/last call: route to PSTN, other queue, SIP URI or Voicemail 32

33. New Feature Overview IVRCall queuingRoutingAgent side UXInfrastructure Routing Serial, parallel, longest idle, round robin Integration with receptionist console to route all calls independent of presence state and allow receptionist to select call in the queue (‘attendant routing’) Agent groups defined by DGs or custom groups Routing Serial, parallel, longest idle, round robin Integration with receptionist console to route all calls independent of presence state and allow receptionist to select call in the queue (‘attendant routing’) Agent groups defined by DGs or custom groups 33

34. New Feature Overview IVRCall queuingRoutingAgent side UXInfrastructure Agent/caller UX Inbound and outbound calls can be anonymized (i.e. hide agent ID) Call context on incoming call (options selected by caller during the IVR) Agent page to sign in/out of groups Ring time out configured by admin Presence icon do identify Response Groups Agent/caller UX Inbound and outbound calls can be anonymized (i.e. hide agent ID) Call context on incoming call (options selected by caller during the IVR) Agent page to sign in/out of groups Ring time out configured by admin Presence icon do identify Response Groups 34

35. New Feature Overview IVRCall queuingRouting Agent/caller side UX Infrastructure BW management support Draining New application store for settings Infrastructure BW management support Draining New application store for settings 35

36. RGS to RGA Tool Migration OCS 2007 R2Lync Server 2010 36 Contact object command line tool Contact object command line tool RGS web configuration tool RGS web configuration tool RGS MMC RGA web configuration tool RGA web configuration tool Lync Server Control Panel PowerShellPowerShell

37. Choose your IVR template 1.Define Name of Response Group Note: Creates contact object under the hood 2.Choose language 3.Configure text/message to be played 4.Business hours and holidays 5.IVR and queue selection More complex IVRs as well as all RGA settings can be configured over PowerShell Choose your IVR template 1.Define Name of Response Group Note: Creates contact object under the hood 2.Choose language 3.Configure text/message to be played 4.Business hours and holidays 5.IVR and queue selection More complex IVRs as well as all RGA settings can be configured over PowerShell RGA Management – Tools and Deployment Steps RGA web configuration tool Lync Server Control Panel 37

38. RGA Web Configuration Tool 38

39. RGA Web Configuration Tool 39

40. RGA Management – Tools and Deployment Steps RGA web configuration tool Lync Server Control Panel 1.Define agent groups 1.Configure routing method 2.Alert timeouts 3.Group membership (DL or custom) 2.Define queues 1.Associate groups to queues 2.Define timeout and overflow actions 1.Define agent groups 1.Configure routing method 2.Alert timeouts 3.Group membership (DL or custom) 2.Define queues 1.Associate groups to queues 2.Define timeout and overflow actions 40

41. Lync Server Control Panel 41

42. RGA Management – Permissions A new permission model based on Role-based Access Control (RBAC) Lync Server 2010 Administrator The “all-powerful” admin Lync Server 2010 Response Group Administrator Can do everything inside Response Group (but nothing outside of the application) Can create/edit response groups (including contact objects), queues, agent groups The “manager role” has been removed 42

43. Call Flow – Without Anonymity 43 Ringing RGA 1. Caller Alice calls a non anonymous response group via Lync 2010 Caller Alice

44. Call Flow – Without Anonymity 44 RGA 2. Caller Alice has an established call with RGA and is listening to music. RGA is trying to reach an available agent Established Ringing Agent BobCaller Alice

45. Call Flow – Without Anonymity 45 RGA Established 3. Agent Bob picks up and RGA connects the two calls. Caller Alice is now talking directly with Agent Bob and she can see in Lync 2010 that she is speaking to Bob Agent BobCaller Alice

46. Call Flow – With Anonymity 46 Ringing RGA 1. Caller Alice calls an anonymous response group via Lync 2010 Caller Alice

47. Call Flow – With Anonymity 47 RGA 2. Caller Alice has an established call with RGA and is listening to music. RGA is trying to reach an available agent Established Ringing Agent BobCaller Alice

48. Call Flow – With Anonymity 48 3. Agent Bob picks up and RGA connects the two calls. Caller Alice and Agent Bob are now talking to the RGA. In Lync 2010 Alice sees that she is talking to the response group Agent BobCaller Alice RGA Established Media Flow

49. Unassigned Number Call Flow User Bob Mediation Server Front-End Caller Alice media flow 49 1. Caller Alice has dialed a phone number she believes belongs to User Bob. The vacant number routing determines that this is not a valid number. Alice is connected to a special RGA workflow and is notified that this number is not in use media flow

50. Unassigned Number Call Flow User Bob Mediation Server Front-End media flow 50 2. This special RGA workflow now transfers Caller Alice to User Charlie as configured by the vacant number routing User Charlie call transfer media flow Caller Alice

51. Unassigned Number Call Flow Mediation Server media flow 51 3. Caller Alice is now connected in a voice call to User Charlie User Charlie media flow Caller Alice

52. Demo Response Group Application 52

53. Coexistence User Bob OC 2007 R2 register User Charlie Lync 2010 register Pool A OCS 2007 R2 Pool A OCS 2007 R2 Pool B Lync Server 2010 Pool B Lync Server 2010 53

54. Coexistence User Bob OC 2007 R2 User Charlie Lync 2010 Pool A OCS 2007 R2 Pool A OCS 2007 R2 Pool B Lync Server 2010 Pool B Lync Server 2010 54 RG call

55. Coexistence User Bob OC 2007 R2 User Charlie Lync 2010 Pool A OCS 2007 R2 Pool A OCS 2007 R2 Pool B Lync Server 2010 Pool B Lync Server 2010 55 RG call

56. Coexistence 56 This works well from an agent/service level however there is a challenge in this coexistence state with respect to the use of the agent sign in tab If an agent is homed on OCS but is listed as an agent in a Lync 2010 RG they will not be able to sign in or out of a formal agent group using the OCS agent tab Likewise, if an agent is homed on Lync 2010 but is listed as an agent in an OCS RG they will not be able to sign in or out of a formal agent group using the Lync 2010 agent tab

57. Call Park Application (CPA) 57

58. Call Park Application Mission and Goals Features Management Call Flow – Park and Retrieve Demo Migration and Coexistence 58

59. Call Park Application Mission Enable PBX replacement for customers requiring call park and retrieve functionality 59 Goals Offer all basic call park and retrieve functionality required to replace your PBX Goals Offer all basic call park and retrieve functionality required to replace your PBX Non Goals Provide a paging solution Non Goals Provide a paging solution

60. Call Park – Features Call Park and Retrieve Orbit (i.e. number) returned when call is parked Parked user is listening to MoH Call can be retrieved from PBX phone dialing orbit Safe-retrieve: only retrieve my parked call Ringback Calls not retrieved are transferred to the person who parked the call (after timeout) Transfer to Fallback Destination Calls not retrieved and ringback failed are forwarded to configurable target (e.g. receptionist, response group…) Supported clients Lync, attendant console, Tanjay, Aries to park calls Any client to retrieve a parked call 60

61. Lync 2010 Park Action Park action 61

62. Lync 2010 Park Action Orbit received 62

63. Lync 2010 Retrieve Action Dial orbit like any other extension Click retrieve button (performs a safe retrieve) Parker receives notification who retrieved the call 63

64. Lync 2010 Ringback Action Call is ringing User can click Accept call button Call can be declined Call cannot be redirected Call is not forwarded to voice mail 64

65. Call Park Management User Voice Policy to enable/disable call park (off by default) Configure orbit range and destination pool (global scope) Optional: change defaults for: Music-on-hold can be changed or disabled (service scope) Ringback attempts (1-10) (site/global scope) Ringback timeout (10-600s) (site/global scope) Fallback destination (site/global scope) Configuration through PowerShell except range in UI 65

66. Park and Retrieve Call Flow Mediation Server Front-End Caller Alice incoming call 66 User Bob incoming call 1. Caller Alice calls user Bob who is running Lync 2010

67. Park and Retrieve Call Flow User Bob Mediation Server Front-End Caller Alice media flow 67 media flow 2. Caller Alice is now connected to User Bob

68. Park and Retrieve Call Flow User Bob Mediation Server Front-End Caller Alice media flow 68 park call media flow 3. Caller Alice wishes to speak to User Charlie. User Bob issues a call park command to the Call Park Application requesting an orbit

69. Park and Retrieve Call Flow User Bob Mediation Server Front-End Caller Alice 69 orbit 123 media flow media flow 4. Caller Alice is now on hold, receiving MOH from the Call Park Application. User Bob receives a call park orbit

70. Park and Retrieve Call Flow User Bob Mediation Server Front-End Caller Alice 70 media flow User Charlie orbit 123 (paging) media flow 5. User Bob now shares the call park orbit with User Charlie via an internal paging system, IM, or some alternate method

71. Park and Retrieve Call Flow Mediation Server Front-End Caller Alice 71 media flow User Charlie retrieve 123 media flow 6. User Charlie dials the orbit number in an attempt to retrieve the parked call

72. Park and Retrieve Call Flow Mediation Server Front-End Caller Alice 72 User Charlie media flow 7. Caller Alice is now speaking directly with User Charlie

73. Demo Call Park Application 73

74. Coexistence User Bob OC 2007 R2 register User Charlie Lync 2010 register Pool A OCS 2007 R2 Pool A OCS 2007 R2 Pool B Lync Server 2010 Pool B Lync Server 2010 74

75. Coexistence User Bob OC 2007 R2 User Charlie Lync 2010 Pool A OCS 2007 R2 Pool A OCS 2007 R2 Pool B Lync Server 2010 Pool B Lync Server 2010 75 park/retrieve

76. 76 Q&A

77. 77 Appendix

78. Call Flows 78

79. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP CAA PVA/GVA Mediation Server 79

80. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server SIMPLE/SIP ( S)RTP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP 1 1 CAA PVA/GVA Mediation Server 80

81. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server SIMPLE/SIP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP 1 1 CAA PVA/GVA CCCP/SIP Mediation Server 81 2 2 ( S)RTP

82. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server SIMPLE/SIP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP 1 1 CAA PVA/GVA CCCP/SIP Mediation Server 82 2 2 ( S)RTP CCCP/SIP 3 3

83. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server SIMPLE/SIP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP 1 1 CAA PVA/GVA CCCP/SIP Mediation Server 83 2 2 CCCP/SIP 3 3 Focus PSTN phone CAS AV Conf Server SIMPLE/SIP (S)RTP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP

84. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server SIMPLE/SIP ( S)RTP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP 1 1 CAA PVA/GVA CCCP/SIP Mediation Server 84 4 4 3 3 CCCP/SIP 2 2

85. Conferencing Architecture Conferencing flow Focus PSTN phone CAS AV Conf Server SIMPLE/SIP ( S)RTP Focus Factory SQL Backend Scheduling Client Scheduling Client CCCP/SIP SQL Conferencing Server Factory CCCP/ HTTP 1 1 CAA PVA/GVA CCCP/SIP Mediation Server 85 4 4 5 5 3 3 CCCP/SIP 2 2

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