Microsoft UC SummitReimagining communications

Microsoft UC Summit

Real Microsoft expertise. Real business value.

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• Communications & Collaboration

• Business Process Transformation

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• Premier+ Operational Services

Microsoft UC Summit

Sponsors

Microsoft UC Summit

Agenda

9:00 AM ieMentor & Concurrency: Cisco / Microsoft Unified Communications Integration &

Interoperability Options

Concurrency: Lync Room System: Advanced Deployment Scenarios

AudioCodes: Migrating from a Legacy PBX to Lync Server 2013

10:15 AM BREAK

10:30 AM Enghouse Systems: Addressing Contact Center Requirements in a Lync Environment

Aruba Networks: SDN and WiFi Connectivity with Lync in a Mobile First World

11:30 AM PANEL DISCUSSION

Pros / Cons of Softphone vs. Hardware IP Phone

End-User Training & Adoption Challenges, Strategies

12:00 PM Wrap-up

Cisco / Microsoft Unified Communications Integration & Interoperability Options

Roman Rodichev7xCCIE#7927 (R&S, Security, Voice, Wireless, SP, Storage, DC)

ieMentor

Andrew Bronstad – Managing Architect

Concurrency

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Introduction

• Cisco value added reseller

• Specializing in advanced engineering solutions

• Premier partner with Advanced UC and DC specializations

• Two CCIEs on staff in addition to CCNPs and CCNAs

• Customer base from mid market to fortune 500

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What customers are faced with today...

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Microsoft UC – Architecture

Microsoft UC Summit

Cisco UC – Architecture

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Integration – Directory and Voicemail

• Cisco CUCM Directory integrate Microsoft Active Directory (LDAP)

• Cisco CUC Voicemail delivery to Microsoft Exchange and Office 365 (EWS)

• Cisco CUCM with Microsoft Unified Messaging (SIP)

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Integration – Voice and Jabber

• Cisco CUCM endpoints call Lync endpoints (SIP)

• Cisco Jabber with Microsoft directory and contact photos

• Cisco Jabber with Microsoft Office applications

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Integration – Instance Messaging and Presence

• Intra-domain Instance Messaging and Presence federation

Cisco IM&PCisco Jabber

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Intra-domain Instance Messaging and Presence

• Seamless migration including transfer of buddy lists, IM/P between systems

• Full Contact Search available to each end-user regardless of whether they exist on Cisco or Microsoft

• The end-user is not aware what back end the buddy resides on

• Temporary Presence subscription not working today in both directions (during search the user’s presence is “not available”...) unless user is in the buddy list

• Once added to the buddy list, users can exchange presence and instant messaging

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Integration – Instance Messaging and Presence

• B2B External Instance Messaging and Presence federation

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RCC – Remote Call Control

• Allow Lync users control their Cisco Phone

• Make an outgoing call

• Answer an incoming call

• Answer an incoming call with an instant message

• Transfer a call

• Forward an incoming call

• Place calls on hold

• Alternate between multiple concurrent calls

• Answer a second call while already in a call

• Lync loses enterprise voice features

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One more option… CUCI for Lync

Lync Room System: Advanced Deployment Scenarios

Bill Hughes

Concurrency, Inc.

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What is a Lync Room System?

• It’s Lync

• Turn-Key Hardware and Software solution

• Brings Lync front and center in your Meeting Room’s

Quickly Start Meetings

• 1 Touch Meeting Start

• No PC or Laptop Required

• Schedule the Room or meet Ad-Hoc

Easily Control Meetings

Tableside Console provides ease of control

• Switch Presenters and content

• Invite additional Participants

• Control what is displayed

Increase Interaction for attendees

• Traditional & Lync White boarding provided to all

• Increased interaction during Meetings

• Easy on by default Video Conferencing

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What to Expect during Deployment

• Rooms with LRS will be booked

• Anticipate increase in Lync Whiteboard and Video Conferences

• Bandwidth? QoS?

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Deployment Considerations

• Always on & Signed-In “service” account in common area

• Exchange EWS is required

• LRS is a workgroup based appliance by default

• Domain Join is an option

• Deploy in dedicated OU

• Avoid GPO conflicts

• Block Inheritance on OU

• Block SCCM

• Configure OS updates only

• Password policies

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Considerations Cont.

• PSTN connectivity is a “Must”

• Assign DID if conference rooms today have a DID

• Assign dedicated conferencing policy to LRS accounts

• MultiView Join

• Conference Type settings affect LRS

• Internet connectivity is required

• Exchange Calendar Configuration Required

• Private Meetings

• Meeting Subjects

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Using Lync and LRS with Partners

• LRS Join Lync Meeting requires Exchange MAPI properties

• How do we get these between organizations?

• Transport Neutral Encapsulation Format – Set on both Exchange Orgs

• New-RemoteDomain -DomainName Contoso.com -Name Contoso

• Set-RemoteDomain -Identity Contoso -TNEFEnabled $true

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Managing Lync Room Systems

• SCOM Management Pack

• All LRS units represent a single service

• Requires SCOM 2012 SP1

• Requires LRS to be domain joined

• Example Alerts

• LRS is not able to retrieve the meeting room's calendar information from Exchange. -- Alert

• The LRS audio device is not working. -- Alert

• LRS joined a meeting or a P2P call. -- Informational

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Managing Lync Room Systems Cont.

• LRS Admin Portal

• Installed on FE pool

• On-Premise Only

• LRS Changes require Reboot

Questions?

Migrating from a Legacy PBX to Lync Server 2013

Patrick Graves, Sales Director

Avi Perpinyal, Sales Engineer

AudioCodes

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Introduction to AudioCodes

- Founded in 1993

- Public, profitable

- Deployed in thousands of enterprises around the globe

- Razor sharp focus on Lync and SIP Trunking

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The Unified Communications Challenge

Plenty of building

blocks…..

….but how do we

get these disparate

systems to work

together?

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Comprehensive Portfolio for Lync Enterprise Voice

The only vendor with complete voice solutions offering for Lync

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• Unified Messaging (voice messages in Exchange/Inbox)

Migrating to Lync and SIP Trunking

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

• Presence/Instant Messaging/Chat

• Desktop Sharing and Collaboration

• Voice (Telephony)

• Video Calling

• Conferencing

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T1/E1 or Analog Trunks

IP

TDM

Fax

Firewall Router

Analog Phones

PSTN

Starting Point: Voice separated from Network

InternetLAN

Legacy

SIP or

Digital

Phones

Voice Mail

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

Outlook Clients

IP-PBX or

PBX

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T1/E1 or Analog Trunks

IP-PBX or

PBX

IP

TDM

Fax

Firewall Router

Analog Phones

PSTN

Step 1: Implement Exchange UM

InternetLAN

AudioCodes

Media Gateway

Can reside in “the Cloud”

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

Legacy

SIP or

Digital

Phones

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T1/E1 or Analog Trunks

IP

TDM

Fax

Firewall Router

Analog Phones

PSTN

Step 2: Add Lync with Presence, IM and Collaboration

InternetLAN

AudioCodes

Media Gateway

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

IP-PBX or

PBX

Legacy

SIP or

Digital

Phones

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Trunks

IP

TDM

Fax

Firewall Router

Analog Phones

PSTN

Step 3: Implement Voice and Video

InternetLAN

AudioCodes

Media Gateway

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

LAN

IP-PBX or

PBX

Legacy

SIP or

Digital

Phones

Lync Phones

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IP

TDM

Firewall Router

Step 4: Moving off the PBX

Internet

AudioCodes

Media Gateway

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

Fax

Phones

Trunks

PSTN

IP-PBX or

PBX

Lync Phones

LAN

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IP

TDM

Firewall Router

Step 5: Moving to SIP Trunking

Internet

AudioCodes

Enterprise

Session Border

Controller

UM

Presence

Chat

Collaboration

Voice

Video

Conferencing

SIP Trunking

AudioCodes

Media Gateway

Fax

Phones

Trunks

PSTNPSTN

Lync Phones

LAN

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IP

TDM

Firewall Router

Step 6: The Survivable Branch Appliance (SBA)

Internet

AudioCodes

SBA

SIP Trunking

LAN

Fax

Analog Phones

Trunks

PSTNPSTN

WANLync Phones

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Trunking to Legacy PBXs

TDM Trunks

T1 / E1 / J1

DS3

BRI

Analog Trunks

FXO

SIP Trunks

Multitude of SIP Standards

Interworking done by an SBC

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Analog Device Support

• Unlikely to disappear anytime soon

• Typically the last things to move off legacy PBX

• Can route through Lync or Bypass Lync

• Fax not natively supported in Lync

Route Through Lync Bypass Lync

Analog phones Fax Machines/Fax Servers (Ugh!)

Paging Systems Safety Boxes

Industrial/Ruggedized Phones Elevator Phones

ATM Machines

Modems

Alarms

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Lync Bypassed vs. Lync Routed

Gateway or SBC

Lync FE

SIP or TDM Trunk

SIP/TLS

M1000 Gateway

PSTN

SIP (T.38)

MP124 Analog Gateways

T1

Fax Server

SIP (T.38)

Lync Analog Devices

Non-Lync Analog Devices

Fax Machines

1

2 3

45

6

BypassedRouted

1

42 3

5

Internal /Hot-lining

1

2

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Implemented full UC environment

Reduced operating costs with SIP Trunking

Improved organizational efficiency

Minimized risk and disruptions

Migrated users as they were ready

Maintained investment in existing equipment

Simplified branch office deployments

Comprehensive Solution

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15 Minute Break

Addressing Contact Center Requirements in a Lync Environment

Dan Haug, Regional Sales Manager

Brian Hunt, Director of Sales Engineering

Enghouse Systems

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Concurrency UC Summit 2015

Topics:

• Introductions

• Call/Contact Centers Defined

• Industry Migration to Lync Voice

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Enghouse Interactive – Our Company

Stability20 Years, 11k Customers, 1m Active Agents (All Global Markets)

– Best of Breed and Proven success!

Comprehensive PortfolioMulti-channel contact center, self-service, quality management, dialers and more…

– Modular by design!

Global FootprintAmericas, EMEA and APAC

– We understand the global market!

Contact Center ExpertsThought Leaders, ICMI Trained and Industry Tested

– A consultative approach to implementing solutions

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Zeacom – The “All in one” Call Center

Routing, Reporting, Admin

Voice Agents with Desktop

Multimedia Interaction

Outbound Dialing

Dashboards and BI

Callback / VM Queuing

CEPB and Process Automation

IVR and Post Call Survey

Call Recording and Evaluation

Skills-Based Routing, Customizable reports, AA, GUI-based administration - Zeacom License – Contact Center Connector

IB/OB call control; monitor real-time agent / contact center statistics with a Desktop interface - Zeacom License

– Voice Agent

Queuing of any customer communications channel: Email, Chat, FAX, SMS, Social Media - Zeacom Licenses – Media

Agent

Queing of outbound calls, Preview , Power or Auto dialing,

Zeacom Licenses – Outdial Agent, Autodial

Web based dashboard and Real time stats via Web or Mobile apps with no need for VPN – Zeacom License – Real

Time Statistics

Ability for callers to hang-up and retain position in queue, with automated queuing – Zeacom License - Callback

Fully customizable Speech Rec IVR - Zeacom Licenses – IVRPort, Text to Speech Port, Speech Recognition Port

Call recording, quality monitoring, record-on-demand, agent evaluation, - Zeacom Licenses – Record & Evaluate,

Integration to other applications, screen-pops, CRM

integration Zeacom Licenses – CRM Integration, Integration

SDKs

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Existing

PBX

PSTN

Or ISP

E1/T1

SIP

SKYPE

LAN/WAN

Hardware VPN

Lync

Pool

SIP

SIP Enabled

LAN/WAN

Proxy / Web Service

EICC Contact Center

Gateway

or SIP

Conferencing

IM/Presence

UCMA

TAPI

TSAPI

OAI

Microsoft UC Summit

The Enghouse Interactive PortfolioDemonstration

SDN and WiFi Connectivity with Lync in a Mobile First World

Dan HefleTerritory Manager - Wisconsin

Tom LukesSystems Engineer - Wisconsin

Aruba Networks

Microsoft UC Summit

A Client Revolution…100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

1990 1995 2000 2005 2010 2015

Tablet

Smartphone

Laptop

Desktop

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…Leads to an Access Network Revolution

WIRED

WIRELESS

Gartner, Aruba

WIRELESS

WIRED

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

2010 2011 2012 2013 2014 2015 …

Microsoft UC Summit

Stepping UpLeader: 2013 Network Access

Control Magic Quadrant

Leader: 2013 Wireless LAN MarketScape

Leader: 2014 Wired & Wireless Magic Quadrant

Leader: 2014 WLAN Forrester WAVE

Microsoft UC Summit

The Tide Has Shifted: Gartner Critical Capabilities

UNIFIED WIRED + WIRELESS

ENTERPRISE WLANSMALL OR REMOTE OFFICE

GUEST ACCESSHIGH DENSITY VENUE

1. CISCO 3.86

2. ARUBA 3.82

3. HP 3.65

4. EXTR 3.56

5. HIVE 3.53

6. JNPR 3.52

1. ARUBA 4.031. ARUBA 4.261. ARUBA 4.27 1. ARUBA 3.93

4. CISCO 3.81

3. CISCO 3.66

2. CISCO 3.85

3. CISCO 3.59

2. HIVE 3.84

5. HP 3.26

4. EXTR 3.29

5. AVAYA

3.26

5. HIVE 3.56

3. HP 3.66

4. EXTR 3.59

6. AVAYA

3.49

2. HIVE 3.81

4. EXTR 3.35

5. AVAYA

3.31

5. HP 3.31

2. XIRRUS 3.91

3. HIVE 3.89

5. EXTR 3.56

6. AVAYA 3.52

Microsoft UC Summit

Trusted by Enterprises Worldwide

Telecom

Services

Retail

Media & Ent,

Primary Education Public Venues

Healthcare

Finance

Manufacturing

Public Transit

Government

Social & New Media

Oil & Gas Hospitality

Higher Education

Technology

Microsoft UC Summit

Rightsize Voice Networks with UCC

• 80,000 employees on Lync

• 16K Lync calls per building / month

• 96% calls with toll quality

• 50% improvement with Aruba WLAN

• ~1,500 users on Lync 2013

• No new desksets outside TAC & Sales

• $1M con-call & long distance savings

• Not upgrading legacy Avaya system (PBX, Voicemail, Call Manager)

Microsoft UC Summit

The Aruba Advantage

Partnership with MSFT: Aruba is a dev. partner with MSFT, other Wi-Fi vendors are ancillary partners

• This means we get to define the SDN API as it evolves hand in hand with MSFT.

• We are actively working with MSFT to define how next SDN API version should work. Other vendors only get to use what is posted on MSFT support site.

• Having this exclusive partnership with MSFT gives us a lead start for enhancing our dashboards as MSFT comes up with new APIs .

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Lync SDN API Opens Visibility into calls

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Aruba Opens Visibility into the Network

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Together we provide an end-to-end view

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Capabilities: Heuristics vs. SDN API

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The Aruba Dashboard

Call Quality Metrics and Visibility (on controller and AirWave): Getting qualified for SDN API is great, but differentiation lies in how vendors use this data

• Aruba has a dedicated UCC dashboard on the controller. AirWavereports overall UC call volume, call quality metrics and can track the location of a call on a floor plan and display mobility trail.

• This enhanced visibility helps in identifying call quality issues and help the network admin identify between Wi-Fi network issues vs. backhaul issues vs. client specific issues.

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Aruba’s Voice/UCC Dashboard

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Aruba’s Voice/UCC Dashboard

Microsoft UC Summit

Integrate the best UCC with the best Wifi

Only Intelligent network which ties in in Lync media awareness (layer 7) to RF system optimization (layer 1)

• Aruba is the only vendor that ties in Lync media awareness when making system optimization decisions using patented technologies like ClientMatch.

• Not only do other vendors not have ClientMatch equivalent feature, nor do they tie in application intelligence to make RF optimization decisions.

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Visibility to make your job easier!

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Covering all the bases

Non Lync SDN Media awareness: What about cloud based Lync Online deployments that don’t support SDN API?

• Aruba has media classification (ALGs) to address non Lync SDN API deployments wherein we can still classify and prioritize traffic.

• In addition to Lync, we have always had support for common voice protocols like SIP, SCCP also.

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Identify and Prioritize

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Aruba’s Lync Validated Reference Design GuideLocated on http://support.arubanetworks.com or see one of us

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Thank You!

Microsoft UC Summit

Panel Discussion

Thank you!