Lync Enterprise Voice

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3 Lync Enterprise Voice Sonus Special Edition By Mohan Palat and Kevin Isacks

4 Lync Enterprise Voice For Dummies, Sonus Special Edition Published by John Wiley & Sons, Inc. 111 River Street Hoboken, NJ Copyright 2013 by John Wiley & Sons, Inc. Published by John Wiley & Sons, Inc., Hoboken, NJ No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the Publisher. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) , fax (201) , or online at Trademarks: Wiley, the Wiley logo, For Dummies, the Dummies Man logo, A Reference for the Rest of Us!, The Dummies Way, Dummies.com, Making Everything Easier, and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates in the United States and other countries, and may not be used without written permission. Sonus and the Sonus logo are registered trademarks of Sonus. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc., is not associated with any product or vendor mentioned in this book. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKE NO REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CONTENTS OF THIS WORK AND SPECIFICALLY DISCLAIM ALL WARRANTIES, INCLUDING WITHOUT LIMITATION WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE. NO WARRANTY MAY BE CREATED OR EXTENDED BY SALES OR PROMOTIONAL MATERIALS. THE ADVICE AND STRATEGIES CONTAINED HEREIN MAY NOT BE SUITABLE FOR EVERY SITUATION. THIS WORK IS SOLD WITH THE UNDERSTANDING THAT THE PUBLISHER IS NOT ENGAGED IN RENDERING LEGAL, ACCOUNTING, OR OTHER PROFESSIONAL SERVICES. IF PROFESSIONAL ASSISTANCE IS REQUIRED, THE SERVICES OF A COMPETENT PROFESSIONAL PERSON SHOULD BE SOUGHT. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLE FOR DAMAGES ARISING HEREFROM. THE FACT THAT AN ORGANIZATION OR WEBSITE IS REFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FURTHER INFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THE INFORMATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS IT MAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED IN THIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ. For general information on our other products and services, or how to create a custom For Dummies book for your business or organization, please contact our Business Development Department in the U.S. at , contact info@dummies.biz, or visit custompub. For information about licensing the For Dummies brand for products or services, contact BrandedRights&Licenses@Wiley.com. ISBN (pbk); ISBN (ebk) Manufactured in the United States of America

5 Table of Contents Introduction... 1 About This Book... 1 Icons Used In This Book... 2 Chapter 1: Taking a Peek at Unified Communications... 3 Understanding UC... 4 Looking at UC Applications... 5 So, Where Does UC Come From?... 6 Chapter 2: Getting Acquainted with Microsoft Lync What Is Lync All About Anyway?... 7 Understanding Lync Servers and Apps... 8 Microsoft Lync Server... 8 Microsoft Lync App... 9 Understanding Your Options for Lync Server Deployment Deploying Lync on-premises Using hosted Lync services Hybrid Lync services Choosing between the three options Applications Enabled by Lync Understanding Why Enterprises Choose Lync Chapter 3: Digging into Lync Enterprise Voice What is Lync Enterprise Voice? Looking into Lync Enterprise voice features Making Lync Enterprise Voice work Planning for deployment Different deployment models Choosing a deployment model Reviewing a Lync Enterprise Voice Case Study... 21

6 iv Lync Enterprise Voice For Dummies, Sonus Special Edition Chapter 4: Getting the Most Out of Lync Enterprise Voice IP-PBX/Gateways Making Enterprise Voice More Robust with Survivability Understanding SBAs Introducing the SBC Chapter 5: Leveraging SBC for Enterprise Voice Connecting to SIP Trunking Services Integrating with Existing IP-PBX Platforms Ensuring QoS Supporting E Dealing with Interoperability between Vendors Centralizing Control and Troubleshooting Chapter 6: Ten Reasons to Choose Sonus when Deploying Lync for Enterprise Voice Microsoft Compatibility and Qualification Proven Experience Multivendor Interoperability Maximized Resiliency and Protection Against DoS Attacks Encrypted Communications Rapid Recovery Survivability for Branch Sites Centralized Policy Management Exceptional Transcoding Performance Wide-Ranging Media Support... 42

7 Foreword For many organizations, the search for the next technology to deliver strategic advantages is leading to Unified Communications (UC) and to Microsoft Lync as a critical component. Lync delivers a unique set of capabilities to integrate communication modalities, presence, application integration, and other services. Organizations can streamline business processes and increase productivity by assuring that the right communications happen at the right time, with the right people, and the right tools. Most Lync deployments start as an internal trial and then deploy, but extending Lync beyond the boundaries of the organization can yield equal or even greater benefits than internal use alone. By using Lync federation, capabilities can be extended to partners and customers, reducing costs and increasing business success. Using Lync conferencing can reduce conferencing costs and, when combined with Lync telephony services, can deliver a truly unified user experience. You may also experience a reduced cost with traditional legacy telephony equipment. However, when Lync is extended beyond the organization boundaries issues of interoperation, security, control, and management emerge. Organizations contemplating Lync deployment should begin planning for external Lync capabilities. Even if the initial deployment is internal, often users and departments will drive rapidly for external Lync capabilities, so make sure you plan ahead. One key element of a successful external Lync deployment is a Session Border Controller (SBC) that can manage and assure the security and integrity of the organization. Lync externalization opens doors to new sets of threats that can have significant impact. This book guides you to understand the issues and complexity of a Lync Enterprise Voice deployment. It gives the reader the initial tools to begin to make the right decision to assure personal, solution, and organization success with Lync Voice. Phil Edholm PKE Consulting LLC & UCStrategies.com pedholm@pkeconsulting.com

8 Publisher s Acknowledgments We re proud of this book and of the people who worked on it. For details on how to create a custom For Dummies book for your business or organization, contact info@ dummies.biz or visit For details on licensing the For Dummies brand for products or services, contact BrandedRights&Licenses@ Wiley.com. Some of the people who helped bring this book to market include the following: Acquisitions, Editorial, and Media Development Project Editor: Carrie A. Burchfield Editorial Manager: Rev Mengle Acquisitions Editor: Katie Mohr Business Development Representative: Sue Blessing Custom Publishing Project Specialist: Michael Sullivan Composition Services Sr. Project Coordinator: Kristie Rees Layout and Graphics: Melanee Habig, Joyce Haughey, Andrea Hornberger, Jennifer Mayberry Proofreaders: Lindsay Amones, Jessica Kramer Publishing and Editorial for Technology Dummies Richard Swadley, Vice President and Executive Group Publisher Andy Cummings, Vice President and Publisher Mary Bednarek, Executive Director, Acquisitions Mary C. Corder, Editorial Director Publishing and Editorial for Consumer Dummies Kathleen Nebenhaus, Vice President and Executive Publisher David Palmer, Associate Publisher Kristin Ferguson-Wagstaffe, Product Development Director Composition Services Debbie Stailey, Director of Composition Services Business Development Lisa Coleman, Director, New Market and Brand Development

9 Introduction Enterprises of all sizes and kinds (government, private, education, and so on) have begun to fully adopt and embrace the latest in Voice over Internet Protocol (VoIP) technologies. VoIP enables Unified Communications (UC) that bring all sorts of different VoIP-enabled services together so they work together seamlessly and in a (well, we ve got to say it) unified way. With UC, an enterprise user can use a single software application (app) on his desktop, laptop, tablet, or smartphone to communicate and collaborate with colleagues, customers, and partners through instant messaging, voice calls, conference calls, videoconferences, screen and application sharing, and more. If you ve not used it before, well, it s awesome. About This Book One of the leading software platforms for UC is Microsoft s Lync. In this book, we talk about Lync and give you an idea just what it s all about and what kinds of UC services Lync supports. Most importantly, we introduce you to Lync Enterprise Voice an additional element of Microsoft Lync that enables the Lync platform to completely replace a traditional enterprise Private Branch Exchange (PBX). (In case you didn t know, a PBX is the business phone system that most enterprises use to enable things like call transfers, call holding, conference calling, and more). While Lync by itself can bring a lot of productivity benefits to an enterprise and make for happier employees who can collaborate and communicate in new ways, adding Lync Enterprise Voice to the mix also provides a way for enterprises to offer their employees really cool voice, video, and collaboration services while also saving a boatload of money (compared to traditional PBX and phone services).

10 2 Lync Enterprise Voice For Dummies, Sonus Special Edition Is your enterprise thinking about implementing UC? Or have you already got a Lync deployment and you re now considering going for the big cost savings with Lync Enterprise Voice? Or are you a service provider who wants to offer these services to your customers? If so, then Lync Enterprise Voice For Dummies, Sonus Special Edition, is the book for you. Icons Used In This Book This book calls out important bits of information with icons on the left margins of the page. You ll find four such icons: The Tip icon points out a bit of information that aids in your understanding of a topic or provides a little bit of extra information that may save you time, money, and a headache. Pay attention to the Remember icon because it points out parts of the text to lock away in your memory for future use. Watch out! This information tells you to steer clear of things that may cost you big bucks, suck your time, or be bad practices. We try to keep the technical jargon and discussion to a minimum. You won t need to know these factoids to get the most out of the book, but you may find them interesting.

11 Chapter 1 Taking a Peek at Unified Communications In This Chapter Getting a handle on UC Understanding the world of UC applications Learning who provides UC For many years, companies, large and small, have relied on Private Branch Exchange (PBX) systems for their voice telephony needs. PBXs provide business phone features, such as shorter numbers for internal dialing, call transfers, and bridging conference calls. The rise of Internet technologies like Voice over Internet Protocol (VoIP) has driven businesses to switch to Unified Communications (UC) from their old PBX systems for voice telephony. A leading solution for UC is Microsoft Lync, which, with its Enterprise Voice components, offers a full replacement for a traditional PBX service. In order to create a robust and highquality UC voice service for an enterprise with Lync, you also need a special device called the Session Border Controller (SBC), and you need to buy a Session Initiation Protocol (SIP) Trunking service from your Internet Service Provider (ISP). Figure 1-1 shows you how this all fits together.

12 4 Lync Enterprise Voice For Dummies, Sonus Special Edition Figure 1-1: The Microsoft Lync Enterprise Voice solution. Understanding UC UC is the next evolution in enterprise communications and collaboration technologies, bringing all varied connections under a single architecture. This process makes communication seamless, no matter where you are or what device you use. These communications can be delivered over an IP (Internet protocol) network through the following mechanisms: Voice: Calls, voice mails, multi-party conference calls, and so on Video: Videoconferences, on-demand video learning, and so on Data: Text messaging, , document sharing, and so on The unified part of UC refers to the fact that the UC hardware and software take all these communication applications and put them under the purview of a common control system instead of using different hardware and software solutions for each individual application. Doing so provides two big benefits: It allows communications to be delivered across media. For example, a voice mail left by one employee may be delivered to its recipient as an attachment or even as a speech-to-text translated message. It applies presence and location information to the communications flow so communications are routed and delivered intelligently.

13 Chapter 1: Taking a Peek at Unified Communications 5 Presence simply means the ability and willingness of an individual to receive certain types of communications. If you ve ever used Skype or an instant messaging program, your status (available, busy, do not disturb) is your presence. In UC, presence is a richer bit of data and when combined with location helps the UC system figure out how and when to deliver your communications to you. For example, if you re out of the office and at a meeting, a UC system may route calls to your mobile device and also not even try to ring the phone. This combination of multiple platform, client, and communication methods with presence and location data is a powerful tool one that can greatly streamline and improve the ways that enterprise employees communicate, coordinate, and collaborate with each other, whether they re in a single location or spread across the globe. Say goodbye to playing phone tag and endless s or voice mails, and say hello to UC! Looking at UC Applications The most common UC applications include the following: Voice calls: UC systems provide VoIP-based person-toperson or multiparty voice communications, by using software applications (apps) on PCs or Macs or on mobile and tablet devices. With a UC system, users no longer need a PBX system to make voice or even video calls to others. Users also save a lot of money in voice calls by skipping the traditional public telephone network and using VoIP instead. Instant messaging (IM): UC systems provide personto-person or multiparty IM (like AOL IM or Skype), often with the addition of features like persistent chat sessions, the ability for an IM session to pass between devices, and for a user to pick up a chat where he left off. Videoconferencing: UC supports high-quality (often HD) videoconferencing. These calls can be person-to-person or, depending on the system, between groups of people. Collaboration and meetings: Conferencing and collaboration are key parts of a UC solution for enterprise. There are a number of aspects to conferencing, including IM/ chat, voice, and video.

14 6 Lync Enterprise Voice For Dummies, Sonus Special Edition Don t limit your UC apps to the desktop. UC platforms can support mobile devices as fully integrated clients. To make this work, you need a working data connection on the mobile device and a UC app installed on the device by the IT department or through an app store. So, Where Does UC Come From? What you need to deploy UC in your enterprise (or to provide it to your customers if you re a service provider) includes a few key elements: Connectivity to an IP network, usually including SIP Trunking services A server (or servers) to run the UC applications and provide back-end functionality, such as directory or contact servers, presence data, and so on UC clients on the end-user devices (desktop or mobile) Edge devices (like an SBC) to control, secure, and optimize connections to the network UC can be deployed in a combination of ways: Enterprise deployments: Choose to deploy the servers and software within your own datacenter or server room and own and operate the UC system itself. Hosted deployments: Access UC in the cloud by purchasing access to a hosted UC service. In this case, a third-party service provider manages for all the servers, software, and operations the enterprise just pays to use. Hybrid deployments: Some functionality is installed on the enterprise premise while other functionality is hosted in the cloud by a service provider. Whether an enterprise deploys UC on its own or through a hosted service, it still requires connectivity through a SIP Trunking service provider or Internet Telephony Service Provider (ITSP). The ITSP provides bandwidth and connectivity and (in most cases) connectivity to the Public Switched Telephone Network (PSTN).

15 Chapter 2 Getting Acquainted with Microsoft Lync In This Chapter Introducing Microsoft Lync Meeting the servers and clients Learning about Lync deployment scenarios Taking stock of Lync applications Understanding the benefits of Lync Enterprises of all sizes and kinds are adopting Unified Communications (UC). (Check out Chapter 1 if you re not sure what UC is all about.) And one of the most widely deployed UC solutions comes from the folks in Redmond, Washington: Microsoft Lync. In this chapter, we introduce you to Microsoft Lync and talk about the servers and clients required to deploy Lync in an enterprise. Next, we discuss the different deployment scenarios and the applications that Lync enables. You also discover the reasons why so many enterprises are deploying Lync. What Is Lync All About Anyway? Microsoft has been investing in and developing applications for communications and collaboration for a long time. Lync is the latest and greatest and far more advanced evolution in the long line of products.

16 8 Lync Enterprise Voice For Dummies, Sonus Special Edition For more information on what Microsoft has to say about the Lync product, visit office.microsoft.com/en-us/lync. Microsoft Lync is an enterprise-ready UC platform. UC requires two elements: A UC server running the UC software platform in the datacenter (which could be inside the enterprise or hosted by a third party) UC software running on the end-user s PC, phone, or tablet Lync provides both the server software (hosted by your own datacenter or by Microsoft itself) and the app software for various platforms to enable a robust voice, video, and data UC solution appropriate for any enterprise. Because it s a unified platform (it is UC, after all), Lync supports all the UC applications using a single-server platform and a single application, meaning there s less to learn, less to deploy, and less to manage. Understanding Lync Servers and Apps Microsoft Lync has two major elements: Microsoft Lync Server and Microsoft Lync Server App (the client software). Microsoft Lync Server Microsoft Lync Server is designed to provide the following services to an enterprise: Instant Messaging (IM) and presence: Exists both within the enterprise and outside of it. It can also talk to other standard Internet IM systems, such as Windows Live, Yahoo! Messenger, AOL IM, and Google Talk. Conferencing: Gives you the ability to videoconference and allows users to share screens and applications, enjoy collaboration, manage voice and chat (IM) meetings, and

17 Chapter 2: Getting Acquainted with Microsoft Lync 9 conduct virtual meetings anytime, anywhere, and on any device (including mobile). Enterprise voice: VoIP support for person-to-person and multipoint audio calls, including standard Private Branch Exchange (PBX), which is an enterprise telephone system functionality such as voice mail, call holding, forwarding, and so on. Connection to the PSTN (Private Switched Telephone Network) or SIP (Session Initiation Protocol) Trunking: Supports calling outside of the enterprise network via connection to either a traditional phone company or to an Internet Service Provider (ISP) that offers voice services via a SIP Trunking connection. Support for remote and mobile users: Fully supports remote and branch office users, telecommuters, and mobile workers. Many other functions aren t mentioned in this list Lync literally supports dozens of apps and services (you can find an exhaustive, too-long-to-print list on Microsoft s website). Lync Server utilizes the SIP protocol as the underlying protocol for routing and controlling communications within the enterprise network and beyond. SIP is a standardized protocol used for supporting voice, video, and conferencing over common Internet Protocol (IP) networks. Using SIP ensures that the services enabled by Lync Server are broadly compatible across devices, networks, and with other UC and communications systems. You have some options for deploying Lync Server for an enterprise. We cover these in more detail in the section Understanding Your Options for Lync Server Deployment later in the chapter. Microsoft Lync App Beyond the server (see the preceding section), a Lync deployment requires apps on the devices and endpoints (also called Lync Client) where enterprises employees actually interface with their Lync services. As a Lync client, you have a few options for using Microsoft Lync App:

18 10 Lync Enterprise Voice For Dummies, Sonus Special Edition Microsoft Lync software: This is the primary way that most of you will use Lync. The Microsoft Lync client software supports all Lync functionality through one stop shopping users can rely on a single app on their PCs for IM, to set their presence preferences for video and voice calls, and for collaborative conferencing. For clarity s sake, we ll always use the word client when we re discussing the client software. Web client: Users aren t required to have the client software on their computer to use Lync. Lync supports fullfeatured client access via a Web browser interface. All that s needed is an HTML 5 compliant browser (meaning the latest versions of Internet Explorer, Safari, Chrome, or Mozilla) on a PC or Macintosh laptop or desktop computer. Mobile clients app: Microsoft has developed mobile Lync apps for Windows Mobile, Android, and ios devices (both iphone and ipad). So users can access their Lync services on the go wherever they are. Lync-enabled phones: Not everyone wants to talk through a PC or tablet (or even a mobile device) all the time. With that in mind, Microsoft has certified a number of phones and related devices that serve in a Lync UC network. You can find an up-to-date list of devices that are optimized for Lync at technet.microsoft.com/en-us/ lync/gg aspx. Understanding Your Options for Lync Server Deployment The Lync Server is installed on-premises in an Internet (hosted) datacenter or through a hybrid solution. Deploying Lync on-premises The first Lync option is for an enterprise to install and host the Lync Server software itself in its own datacenter. There

19 Chapter 2: Getting Acquainted with Microsoft Lync 11 are few types of servers that may be installed in an on-premises deployment of Lync Server. All the following server types can be deployed within a singleserver computer or across a pool of two or more server computers for greater redundancy, reliability, and capacity: Front-end and back-end servers: These are the basic, must-have servers for any Lync deployment. The frontend server (or servers, in a larger deployment) handles user authentication, presence information, contact and address book functionality, and the delivery of applications. The back-end server hosts the databases to make the front-end servers work. There is also a Lync Standard Edition Server for smaller enterprise deployments (and for pilot deployments within larger organizations). This combines the front- and back-end servers within a single device, but it loses the redundancy and high availability of a distributed server solution, so it isn t recommended for mission-critical larger deployments. Edge servers: For enterprises offering Lync services to mobile or remote users (branch offices, telecommuters, road warriors), an edge server, located in the DMZ outside of the corporate firewall, is required. Mediation server: For deployments of Lync that replace a traditional PBX service with Lync Enterprise Voice, the mediation server handles all the signaling, translation, and other media routing and handling roles. This server can be on the same hardware as the front-end server or on its own server computer. Other servers: Optionally, additional server types may be required, based on the range of services, scale, and complexity of a given deployment. Using hosted Lync services Not every enterprise wants to or has the capability to install, manage, and maintain an in-house Lync deployment. For those, Microsoft offers the option to use hosted, cloudbased Lync Online services.

20 12 Lync Enterprise Voice For Dummies, Sonus Special Edition Lync Online is simply Lync delivered as a hosted service over the enterprise s Internet connection. That means that someone else (Microsoft or another third party) owns and runs the Lync servers in its own datacenter and the enterprise accesses them via a data connection. Although it supports voice, Lync Online is not a full replacement for an enterprise s existing PBX platform. Hybrid Lync services You can also deploy Lync in an enterprise via the hybrid option, which is a service between on-premise and hosted. In a hybrid deployment, an enterprise can move some functionality to the Lync Online service while maintaining other functionality within on-premise servers. Specifically, a hybrid deployment may be used to Deploy Lync Enterprise Voice on-premises while utilizing Lync Online for other services (this is called Hybrid Voice) Maintain existing PBX voice services while utilizing Lync Online for other UC services like IM and conferencing Gradually migrate from an on-premise to a hosted Lync deployment Choosing between the three options Which of the options should an enterprise choose? Well, the primary decision point is what priority Enterprise Voice or PBX-like services hold to the enterprise if they re part of the goals of a Lync deployment, then the on-premise or hybrid approach is required. If an enterprise is mainly concerned with IM and conferencing functionality, Lync Online will do just fine.

21 Chapter 2: Getting Acquainted with Microsoft Lync 13 Applications Enabled by Lync The services enabled by a Lync deployment include Telephony: With Lync Enterprise Voice, Lync can be a complete replacement for an enterprise s existing PBX system. Users can call within the enterprise or (through a SIP Trunk or PSTN interface) anywhere in the world. Lync supports all the PBX functionality that enterprises expect, including conferencing, call forwarding and transfer, voice mail, and more. With SIP Trunking present, Lync Enterprise Voice can save an enterprise significant money compared to traditional PBX voice. IM and presence: Using their Lync clients on PC or mobile devices, users can set their presence and engage in real-time and persistent IM chat sessions with one or many users at a time. If their Lync deployment is configured, they can chat with Lync users in other enterprises or use standard Internet IM protocols to chat with users anywhere on the Web. Video conferencing: Users can conduct HD-quality videoconferences with up to five users at a time to conduct virtual meetings anytime and anywhere and on any device (including mobile). Lync meetings: Beyond video, Lync users can quickly (with one click in most cases) conduct collaborative meetings, including screen sharing, PowerPoint sharing, and other application sharing. Users outside of the enterprise (clients and partners) can be included by using a simple URL and the Lync Web client. What s new in Lync 2013 Microsoft is adding a number of compelling new features in Lync 2013 including the following: Support for Enterprise Voice (discussed in Chapter 3) in the hybrid deployment model Enhanced E911 support New and improved client applications for Windows 8, Windows Phone, ios, Android, and web browsers (continued)

22 14 Lync Enterprise Voice For Dummies, Sonus Special Edition (continued) Improved call management and routing features 1080p (high definition) videoconferencing support including calls of up to five people Updated web application support, providing better access to Lync apps via the Web Greater scalability Improved management tools The ability to integrate Skype users into the contact list, see their presence information, and communicate with them Support for Microsoft Office OneNote, so a user can share a OneNote document during a Lync meeting Understanding Why Enterprises Choose Lync Millions of users are currently using Lync within their enterprises traditionally the IM, presence, and collaboration features have drawn enterprises into the world of Lync. But voice is becoming an increasingly important part of Lync deployments Lync deployment consultancies have recently stated that over 50 percent of their new business includes Enterprise Voice. With the support for hybrid enterprise voice in Lync 2013, this number is bound to go up. What s driving this adoption? Several things: Lync offers integration with existing, incumbent Microsoft services, such as Outlook, and uses familiar server platforms (Microsoft Server and SQL). Lync supports a wide range of compatible clients across PCs, Macs (with Web client), and all the most popular smartphone and tablet platforms. Lync s focus on security is a major plus for many enterprises. We talk more about security in Chapters 4, 5, and 6. Lync offers broad compatibility, such as support for third-party network hardware and third-party IM and conferencing applications such as Skype.

23 Chapter 3 Digging into Lync Enterprise Voice In This Chapter Getting to know Lync Enterprise Voice Seeing Lync Enterprise Voice in action Enterprise voice provides a business with all the functionality that used to require a Private Branch Exchange (PBX). That functionality includes conference calling, desk-todesk calling, hold music, attendant functionalities, and more. Microsoft Lync Enterprise Voice is the implementation of enterprise voice for businesses by using the Microsoft Lync UC platform. With Lync, enterprises can segue from a legacy PBX solution(s) at their own pace. The most basic implementations of Microsoft Lync Unified Communications (UC) provide an enterprise s users with IM, presence and the ability to conduct meetings via voice, video, and collaboration software. The most basic Lync deployments, however, don t offer all the voice communications stuff that s handled by business PBX systems. So what s the end result? Communications are still siloed in two distinct systems: one for users who use Lync and another for those who use the PBX (most often through their desk phones). But, with the addition of Lync Enterprise Voice particularly the latest version of Lync, Lync 2013 that no longer needs to be the case. Lync Enterprise Voice provides an overarching architecture for all of an enterprise s communications, making them truly unified.

24 16 Lync Enterprise Voice For Dummies, Sonus Special Edition What is Lync Enterprise Voice? Any Lync deployment gives you voice. You can use an inhouse or hosted Lync server and a Lync client to make voice calls to other users within an enterprise, to other Lync users or partners, or even beyond that with web clients and Skype integration. But voice isn t Lync Enterprise Voice. It s merely a subset. Think of the difference in terms of comparing a VoIP-enabled IM client running on your home PC with a phone service offered by your telco or cable company. Both let you talk to someone, but only the latter is set up to provide 911 calls (with location data) and to allow more sophisticated calling features like call forwarding, hold, transfer, and so on. What Lync Enterprise Voice does, in a nutshell, is bring the full-fledged enterprise PBX experience under the umbrella of Lync UC. An enterprise can use Lync Enterprise Voice to supplement or even replace an Internet Protocol PBX (IP-PBX) system. Looking into Lync Enterprise voice features Essentially offering everything that an enterprise may use an IP-PBX or traditional PBX to provide, Lync Enterprise Voice enables a wide range of enterprise telephony features: Connectivity to the PSTN: Lync users can call any number, anywhere (within the policy limits of the enterprise of course no calls to Antarctica!) through connectivity to the PSTN via a gateway or SIP Trunking connection (more on these in Chapter 4). Voice calls from anywhere: Use Lync to place and receive calls from any device, in any location, through the Lync client. Device switching: Use Lync to switch devices (for example, from a headset on your PC to a conference room phone) with no interruption. This is often known as call parking.

25 Chapter 3: Digging into Lync Enterprise Voice 17 Call handling: You can forward calls or send them to voice mail or to your mobile phone all without dropping the call. Simultaneous ring: Incoming calls can ring on any or all your devices, so calls are never missed (except on purpose, of course!). Team calling and delegation: Configure calls to ring on the phones or devices of all members of a team or to delegate calls to an assistant. Common area phones/hot-desking: Calls ring through to phones that aren t associated with an individual user, so you can get your calls in the conference room or at the desk you choose today. Caller ID manipulation: You use a different outbound caller ID (for example, showing the main number for an enterprise location rather than an individual s). E911: Provides location information on calls to emergency services (911). Making Lync Enterprise Voice work Some additional hardware, server, and software requirements exist to enable Lync Enterprise Voice. At a high level, you re going to need the following: A Lync mediation server (discussed in Chapter 2 not a requirement for basic Lync deployments but required for Lync Enterprise Voice) A device or service to connect your Lync UC network to the PSTN (more on this in the section Different deployment models a little bit later in the chapter) Additional servers based on the applications you re deploying, the number of users, and the desired redundancy and survivability of the network

26 18 Lync Enterprise Voice For Dummies, Sonus Special Edition Planning for deployment In order to successfully deploy Lync Enterprise Voice, your technical team needs to spend time actually planning the deployment in terms of the policies and configurations that govern your deployment and the underlying network facilities that your Lync Enterprise Voice deployment requires. Download the Microsoft Lync Planning Tool application from Microsoft before you start designing and planning a Lync Enterprise Voice deployment. This software walks you through your actual deployment and gives you a detailed list of server and software requirements as well as a proposed network diagram to support the deployment. The Lync Server software itself contains a Topology Builder module which when the actual deployment begins will validate the network deployment as part of the installation process. When you plan your Lync Enterprise Voice deployment, consider the following factors: Figure out the number and types of sites you want to deploy. Lync Enterprise Voice deployment contains two types of sites: Central sites: Major offices where you deploy a front-end server (see Chapter 2) Branch sites: Smaller branch offices and peripheral sites that rely on a central site s servers to deliver most of their Lync services Determine the number of users per site and how many calls they typically make during a day Estimate how much bandwidth you need between sites by using the enterprise s data wide area networking (WAN) Understand your requirements for survivability, high availability, and disaster recovery this drives both bandwidth and server requirements Different deployment models Perhaps the biggest decision you make when planning a Lync Enterprise Voice deployment is how you re going to handle

27 Chapter 3: Digging into Lync Enterprise Voice 19 the offload of voice calls from your network to the PSTN. Lync gives you options for PSTN interconnection, and what you choose affects how you re going to build out the rest of your network. Lync Enterprise Voice is a VoIP system that utilizes the SIP protocol for session management and routing. You can t just plug it in to a traditional phone service (like a T1 voice line from the phone company) without translating the SIP signaling and call data first. The basic distinction in deployments is how you connect your enterprise to the rest of the world via the PSTN. You have two choices here: Connect to standard TDM (time division multiplexing) telephone services Using TDM telephone services can be expensive and isn t the recommended model. Connect, via SIP Trunking, directly to an ISP, who then handles any connections to TDM phone networks within its own network infrastructure. You also need a Session Border Controller (SBC) to help secure and control this connection. There is one other option here for remote branches. You may wish to install a device called a Survivable Branch Appliance (SBA) or Survivable Branch Server (SBS, the difference is in scale the server is for larger branches) that enables direct connectivity to the PSTN in case the WAN link between that branch and the main office suffers an outage. SBCs, SBAs, and SBSs are covered in more detail in Chapter 4. Branch sites typically connect to the PSTN via a Central Site traffic flows between the branch and central site over the enterprise Intranet connection and then on to the PSTN via a gateway or IP-PBX or a SIP Trunk to an ITSP. Choosing a deployment model So which model traditional TDM telephone service or SIP Trunking is best for an enterprise? Of course the answer

28 20 Lync Enterprise Voice For Dummies, Sonus Special Edition is it depends. Companies that choose SIP Trunking do so because SIP Trunking provides great consolidation of PSTN connectivity into a single central site. SIP Trunking provides a simpler deployment, with less equipment to buy, manage, and maintain. SIP Trunking call costs are typically considerably lower than TDM calls. Some ITSPs supporting SIP Trunking charge only by bandwidth costs, completely eliminating per-minute charges. This may seem like a slam-dunk case for deploying with a SIP Trunking model, but a few enterprises may choose to maintain some degree of TDM telephone service. Typically this will be due to a large existing investment in IP gateways, in which case the enterprise may choose to move to SIP Trunking in a slower, incremental approach. Industry estimates vary widely on the cost savings realized by using SIP Trunking for connection to external networks. About what percentage of cost do you see as actual reductions in expense for SIP Trunks that you have implemented? Check out Figure 3-1. This graph of cost savings from SIP Trunking derives from a recent Sonus sponsored study. Figure 3-1: Typical SIP Trunking savings.

29 Chapter 3: Digging into Lync Enterprise Voice 21 Reviewing a Lync Enterprise Voice Case Study Sonus recently migrated to an enterprise-wide Lync UC deployment, including a transition from disparate voice communications architectures to a unified Lync Enterprise Voice infrastructure. First some background. The company has major headquarters, technology centers, and branch offices located throughout the world. In 2012, the company acquired a firm that had already recently completed its own migration to Lync and Lync Enterprise Voice. After the acquisition, with the increase in employees and locations as well as the added complexity to the company s voice communications infrastructure, Sonus struggled to productively and economically provide voice services to its global employees. In particular, the complexity of dealing with and managing multiple communications and collaboration systems outstripped the productivity offered by those systems. The company decided quickly and to standardize on Microsoft Lync and Lync Enterprise Voice. Sonus set and met targets to get the entire combined enterprise up-and-running on Lync messaging, video/voice, and collaboration in just eight weeks and to completely move all communications (including outside-the-enterprise communications via the PSTN) to Lync Enterprise Voice within six more months. In order to support the migration to Lync and Lync Enterprise Voice, the company replaced numerous IP voice gateways with a single Sonus SBC with SBA capabilities in each office. Functionally, the migration to Lync and Lync Enterprise Voice benefitted the company in several ways: Each employee can click-to-call colleagues from IM or when the colleague s presence indicated availability. Global interactive whiteboarding sessions supported by Lync allow coworkers across the country and around the world to collaborate in real time.

30 22 Lync Enterprise Voice For Dummies, Sonus Special Edition Audio conferences for up to 200 people can be set up on the fly in less than a minute. Remote and telework employees are able to connect and collaborate with coworkers no matter where they are. The company s CIO noted that employee productivity was measurably improved by the Lync and Lync Enterprise Deployment. Beyond productivity increases from the migration to Lync, the company reaped direct financial benefits: Significant savings approximately $40,000 per office per year by replacing existing IP gateways with a single SBC in each office An estimated quarter million dollar decrease in Capex (capital expenditures) for telecom based on the migration A savings of $150,000 per year on operational expenses (Opex) due the simplified management and operational expenses for the unified Lync deployment compared to previous disparate systems Over $200,000 per year saved on conferencing expenses by keeping internal conferences on network within the enterprise s own SIP-based WAN (or Intranet) using Lync Notably, this savings occurred while the enterprise saw a substantial increase (over 50 percent) in conferencing minutes driven by the ease-of-use of Lync conferencing.

31 Chapter 4 Getting the Most Out of Lync Enterprise Voice In This Chapter Getting into IP-PBXs and IP Gateways Understanding Lync Survivability Introducing the Survivable Branch Appliance (SBA) Knowing the role of Session Border Controllers (SBC) In Chapter 3, we discussed the elements needed to incorporate Enterprise Voice in a Lync Unified Communications (UC) deployment. In this chapter, you discover the devices that enable that internal Lync to external PSTN calling. First, we introduce Internet Protocol (IP) Gateways and IP-PBX (Private Branch Exchange) devices that are especially designed to translate between SIP VoIP and Time Division Multiplexing (TDM) phone services. We discuss the concept of survivability how to keep the phones on when the worst happens and the survivability-focused hardware that gets installed in smaller branches of an enterprise using Lync Enterprise Voice. You also find out what a Session Border Controller (SBC) is. IP-PBX/Gateways Enterprise PSTN connectivity for an Enterprise Voice requires a connection to a TDM phone provider that utilizes a standalone IP Gateway or an IP-PBX with integrated IP Gateway functionality.

32 24 Lync Enterprise Voice For Dummies, Sonus Special Edition An IP gateway can be a standalone, single-purpose device, or it may be part of a multi-purpose device that includes IP gateway functionality. It will be paired with an SBC for security and media handling functionality. You may also see IP Gateways referred to as Media Gateways, VoIP Gateways, or PSTN Gateways. In an enterprise environment, an IP gateway is typically connected between an IP-PBX and a TDM-based service provider phone service connection (known as trunk lines). The IP gateway functionality may also be integrated directly into the IP-PBX, where the PBX connects directly to trunk lines. IP Gateways may also be used with legacy TDM PBXs, in order to connect them to SIP Trunking service provider connections. Not every IP Gateway or PBX is compatible with Lync Enterprise Voice. Check out a list of certified compatible gear at go.microsoft.com/fwlink/p/?linkid= For connection to the PSTN, a device that translates between the SIP-based VoIP calls used by Lync Enterprise Voice and the TDM calls supported by traditional telephone service providers. The IP Gateway and some IP-PBXs can perform this job. IP Gateways have one overarching function, which is to support connectivity and conversion between VoIP and PSTN protocols and signaling. In conjunction with the SBC, the IP Gateway may also help to Convert transmission and encoding techniques called transcoding Support signaling protocols for both sides of the conversion (SIP on the Lync side of the network, TDM on the PSTN side) Support the networking protocols on both sides of the gateway typically this will be Ethernet within the Lync Enterprise Voice network and standard TDM networking protocols such as T1 or E1 on the PSTN side Maintain toll-quality voice quality in calls by supporting features like echo cancellation and low latency (delay) during calls

33 Chapter 4: Getting the Most Out of Lync Enterprise Voice 25 Making Enterprise Voice More Robust with Survivability For enterprises with more than one location which is pretty much all medium and large enterprises there is a design factor that both increases the efficiency and cost savings of the Enterprise Voice deployment and creates a vulnerability in the system. In particular, branch sites typically depend on a central site for call control and connections to the PSTN because the front- and back-end servers and often the Mediation Server, as well, are located in the central site (usually the main office). So users in branch sites depend on processing that occurs in the central site(s) for their UC connectivity. The centralized control of the Enterprise Voice network leaves two points of vulnerability: If there s a disruption in service to the enterprise WAN connection between the branch and central site, the branch site loses all communications connectivity both within and outside of the enterprise. If there s a server outage in the central site, the branch office has network connectivity, but users there are unable to communicate. In these two instances, you can see that it s imperative to architect the Enterprise Voice network in such a way that branch sites aren t left out in the cold. The main safeguard against these types of outages is the installation of survivable equipment in branch sites. This equipment includes Lync Enterprise Voice network gear that can pick up some of the processing and connectivity slack when the worst happens. It s essential to spend time while architecting the network to make the network more resilient and survivable in the following locations: Central sites: This process involves building sufficient redundancy into the network. For example, an Enterprise Voice deployment can be made more redundant and resilient by installing backup server pools in other

34 26 Lync Enterprise Voice For Dummies, Sonus Special Edition locations and then defining failover routes within the network, so services can be seamlessly delivered after failures. Branch sites: The installation of a Survivable Branch Appliance (SBA) provides the backup processing and PSTN connectivity to keep a branch online during a failure situation. More on SBAs in the later section Understanding SBAs. All sites: The installation of an SBC provides additional security and intelligent routing of calls whatever the network status is. Understanding SBAs It s the role of the SBA (and its larger sister, the SBS Survivable Branch Server) to provide resiliency and survivability (hey, it s right in the name!) for Lync Enterprise Voice branch sites. When a branch s communications are provided through a Lync server in the central site, the loss of WAN connectivity can leave branch offices with neither internal (for example, stationto-station) nor external communications capabilities. SBAs at each branch office make it possible for those offices to continue to provide basic voice telephony services to employees when network connectivity to the main office is lost. Specifically, an SBA makes this possible by functioning as a local PSTN gateway and providing basic voice telephony services to employees in the branch office. When the connectivity to the main office is restored, the branch office reverts back to the original configuration and telephony calls are once again processed by the main office telephony system. Pretty neat trick, huh? Resiliency and survivability don t mean that every single Lync service works without a hitch during a central site or WAN outage. Instead, it means that the most essential services stay on until the network is fully restored. By essential services, we mean things such as the following: Inbound and outbound PSTN calls Internal enterprise calling both within the site and between sites