Enterprise Connect recently ran a webinar, sponsored by Acme Packet, that addressed this question (the webinar is available online for replay). During the Q&A time we received many more questions than we could answer, and several of the questions that we did get to, were fundamental questions about tying Lync to legacy communications systems. So we asked our speakers for the event--Kevin Kieller of enableUC, a Microsoft partner, and Kam Toor of Acme Packet--to share their responses for posting on No Jitter. Below are some of the top questions, with answers.
Are you seeing a hybrid model with [systems such as] Avaya still resident in call center and Lync to general public?
Lync, through "response groups", includes only very basic contact center functionality. Several ISVs have created add-on contact center applications that work with Lync (see http://technet.microsoft.com/en-us/lync/hh972602). Often contact center personnel are provided with different telephony from the general population. Where there are existing contact centers, I have seen the existing tools retained while other employees are transitioned to Lync. A hybrid deployment generally works unless contact center agents need to "reach out" to employees within the organization in order to resolve a call issue; in this case, having agents and general employees on the same tool may provide faster call resolution.
--Kevin Kieller, enableUC
Can you comment on the value of site surveys and the amount of budget that should be allocated for surveys?
There are two different and important site survey activities: a network assessment and a current state telephony assessment. The network assessment process ensures that the LAN and WAN connections at the site support expedited processing for real-time voice traffic (CoS/QoS) and ensures voice packets are properly "marked" and processed "end to end." A network assessment for a small site could require approximately 5 person days. For large sites/campuses, network assessments could take 5 person days per floor/building. I am currently managing a Lync deployment for 60 offices (9,000 people in total). We are finding that the current state telephony assessment, which documents call flows (IVR), hunt groups, line presence, meeting room and common area phone requirements, cabling, server room details (PRI, WAN), etc., requires between 3 and 5 person days per site (typically offices with between 50 and 200 people).
--Kevin Kieller, enableUC
What does a Microsoft Lync call detail report look like and how does that reporting interface with a call management system? Is a GUI interface available?
The Lync Monitoring Server role records very detailed usage information related to all modalities of communication (IM, peer-to-peer voice, and conferencing). Lync includes (using SQL Reporting Services) some standard reports that extract and present this information. For more information please see:
http://technet.microsoft.com/en-us/library/gg558618.aspx and
http://www.microsoft.com/en-us/download/details.aspx?id=890
--Kevin Kieller, enableUC
Relative to hosting options, can you compare the cost, feature, and time advantages of deploying Microsoft Lync, relative to other pure hosted offerings like Broadworks or M5?
Details. Details. Details. Your specific situation and specific requirements will determine exactly how a hosted Lync offering compares to other hosted offerings. For Lync there are three different hosted flavors to consider:
1) Microsoft hosted Lync (part of Office 365) + PSTN connectivity provided by third-parties, currently limited to Jajah in US and UK;
2) Multi-tenant offering provided by a number of Microsoft partners;
3) A dedicated environment hosted and managed by third-party partner.
There is no reason that transitioning to a hosted Lync offering should take any more or any less time than any other hosted telephony solution. In order to determine the right platform and the right hosting model for your organization I would suggest following the methodology outlined in my article, "The Goldilocks Approach: 7 Steps to Get to 'Just Right'".
--Kevin Kieller, enableUC
Next page: Role of the E-SBC
Please explain policy control with Lync and session border controllers (SBCs). What controls policy?
Microsoft Lync 2010 controls policy for Lync and the administrator can set OBR (Outbound Routing rules) and more. SBC policies are applied to trunk-side routing, meaning sessions from Lync-to-PSTN or IP PBX, and sessions from PSTN or IP PBX-to-Lync. Acme Packet E-SBCs feature a secure LDAP interface which can be used to access Active Directory policies that control routing.
This complements the policy capabilities embedded in Lync by enabling the E-SBC to apply policy to all SIP trunk traffic, including traffic to and from legacy PBXs. It can be used to control access to trunk resources based on addresses, time of day, and other session parameters.
--Kam Toor, Acme Packet
Can you centralize dial plans between Lync and PBXs (as opposed to just PBXs) via your session manager?
Yes, Acme Packet session management capabilities include multivendor dial plan management across Lync and legacy PBXs. Acme Packet supports E.164 addressing used by Lync, as well as legacy 4/5 digit plans that may be used by Cisco and Avaya PBXs.
--Kam Toor, Acme Packet
What does Lync use to monitor call quality statistics (jitter, latency, or packet loss)? Also can it send RTCP data to a monitoring collector like other vendors?
Lync features a quality of experience (QoE) database that gathers information from Lync servers and endpoints. It also supports RTCP. Because the E-SBC is typically the demarcation between enterprise and service provider networks, it can monitor call quality for all traffic, including legacy PBXs as well as traffic generated by Lync.
--Kam Toor, Acme Packet
How do you integrate mobile devices into corporate DIDs?
Microsoft Lync includes a simultaneous ring feature that enables incoming calls to be routed to mobile phones while hiding the destination number from the calling party. Acme Packet provides advanced simultaneous ring that can route sessions across legacy PBXs and mobile devices. --Kam Toor, Acme Packet
