HOSTED LYNC EXPRESS. Administrator s Guide. This guide will help enable the customer to set up and maintain the HLE services for their organization.

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1 HOSTED LYNC EXPRESS Administrator s Guide This guide will help enable the customer to set up and maintain the HLE services for their organization.

2 Contents Cascade Provisioning Tool... 4 Accessing Cascade... 4 Logging into Cascade for the first time... 4 Cascade Accounts Types... 5 User Account... 5 Administrator Account... 5 Products... 6 Available Products... 7 Managing Services... 7 User Management... 9 View Existing Users... 9 Edit Existing Users... 9 Create New Users Remove Existing Users Domain Management Domain Requirements New Domain Setup Microsoft Lync 2013 Services Connecting to Hosted Lync Express Client Installation DNS Configuration Secure Connectivity Installing the Root Certificate Firewall Requirements Internet Proxy Filtering Configure Federation Troubleshooting Client Connectivity Client Configuration Client Authentication Exchange Web Services Integration Network Troubleshooting DNS Troubleshooting Appendix A Key Terms to Understand Multi Tenancy Remote User Access Federation Enterprise Voice... 37

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4 Cascade Provisioning Tool Cascades is the service provisioning portal which is used to create, modify and assign services to users within the customer s hosted domain. The portal can be accessed here. Accessing Cascade The Service Initiation team will assist the customer to get the services registered and onboard the users within the organization. After the users have been created within Cascade, a welcome is issued to each of the users. This Welcome contains the users Username and Password and other useful information that will assist the users that will allow access to the portal. There are 2 levels of access within cascade specific to the organization: 1. Administrator Account a. An Administrators account will allow the user with this access right to create new users, modify existing users and their services for all the users within the organization. 2. User Account a. A User account will allow non-admin users to access their profile and details for the services within Cascade. A more detailed section on these types of accounts will be covered later in this document. Logging into Cascade for the first time After the user has received their welcome , they are able to access the portal and sign in. Figure 1: Cascade Login Screen

5 After successfully logging onto the portal, you will need to complete the Security Settings. Item 1. Set Security Questions Description You will be asked to set 2 questions to allow the users password to be recovered. 2. Successful Logon After setting security questions are set, the user will be in the cascade portal. Cascade Accounts Types There are 2 types of accounts within the Cascade provisioning portal. User o The User portal account is detailed in the HLE User Guide Administrator User Account A User account has visibility of its own portal profile. Within the profile the user will have access to the following: Account information Edit profile details: o First Name o Last Name o Office o Department o Job Title o Address Change password Change security questions A detailed overview will be within the HLE User Guide Administrator Account An administrator account has full visibility of the organization and has administrative privileges over ordering and assignment of services, user accounts and subdomains hosted within HLE. The following section depicts the portal from the Administrator s point of view and will detail the most commonly used features within the portal.

6 I N I T I A L L O G O N Administrator: 1. After logging into the portal the administrator will be presented with the SKU s or products available to the company Views These products are the representation of the services that are available to the users within the organization. 2. A full list of navigation options are presented on the left side of the page, which will allow the administrator to access various parts of the organization s portal. Products Within the Products section on the page, a list of available products will be displayed. These products are the current allocated groups of services available to the organization, and can be assigned to users. Figure 2: List of available products When clicking on the Details button on any of the products, its detail will be displayed.

7 Available Products Figure 3: Sample Product Description At the time of subscribing to HLE, there will be at least one product available within the portal for each of the organizations set up within it. For a detailed description of the services and features within each product, please refer to the <Service definition for HLE> The following summarizes the differences between all the products: Product POSTcti HLE 2013 Standard POSTcti HLE 2013 Standard Plus POSTcti HLE 2013 Enterprise POSTcti HLE 2013 Enterprise Plus Description Lync Standard brings together all of the communication tools used daily into one easy package. Use Lync to have a conversation through instant message, initiate PC-PC calls, share files, and join online meetings. POSTcti HLE 2013 Standard + PSTN access Lync Enterprise brings together all of the communication tools used daily into one easy package. Use Lync to have a conversation through instant message, initiate PC-PC IP calls, share files, and join existing or initiate your own online meetings. You can also share your screen, application or whiteboard, and enable external attendees to use dial-in audio conferencing POSTcti HLE 2013 Enterprise + PSTN access *PSTN Access: The ability to make and receive telephone calls to and from the Publically Switched Telephone Network Managing Services Within the products that are set up within the organization, a number of Seats are set up against it. This number refers to the amount of users that a particular product can be assigned to. Under the Services section, the list of available services is displayed, along with the number of seats available/used, Provisioning status, and whether the product has been enabled for the organisation.

8 Figure 4: Assigned HLE Product details Each product that is available within the organization will have associate licenses (seats). Within each of the assigned products, it is possible to see where there Licenses are assigned to. Figure 5: License Management Screen

9 User Management Within this section of the portal, administrators have the ability to View Existing users Edit existing users Create new users Bulk Import users The following section details each of the topics. View Existing Users Task 1. A list of all the users in the organization is displayed. Views This list contains enabled and disabled users who may or may not have services assigned to them. Additionally, it is possible to search for specific users using the search facility. 2. When Clicking on a user s name, that user s profile summary will be displayed. We can see that this user is active, but does not have any services assigned. Additionally, the users details like Name Job Title Office Department Address User Roles Whether account is enabled (active) Edit Existing Users Task 1. From the Users page, the user account can be modified by clicking on the Edit link. Views Additionally, within the user profile, it is also possible to follow the Edit link to modify the particular account. 2. Within the Edit page the Administrator can modify all user detail. The following steps detail sections within the Edit page.

10 The editable User Detail section: First Name & Last Name Office Department Job Title Any reference for account Primary address o Additional addresses can be added o suffix can be chosen to any additional domains configured within HLE. Whether the user is Active (Ticked) Whether the user is an organization Administrator (Ticked) The editable User Services section contains the available products that can be assigned to the user. The Update Password section allows Administrators to reset or change the user s password. Create New Users Task 1. On the Add New page, under User details, it is required to fill in the new user s details. Views All fields with a red asterisk is required 2. When specifying the user s address, the domain can be selected if any other domains are configured within Cascade. a. The first address created will be the user s primary address. This address is also the user s SIP address.

11 3. The user s password is pre-set with a random sequence. This password can be over ridden by specifying it in the text box. The password requirements are: o Minimum 8 characters o Must contain at least 2 uppercase letters If a new random password is required, the Generate password button can be clicked to provide a new password. 4. If the user s portal /sip address is different to the users actual corporate address, a notification address can be specified. a. To do this ensure that the Notification address tick box is checked. b. Enter the user s corporate address This is to ensure that the user will receive their welcome s and any other notifications regarding the services. 5. If the user is to be a customer administrator, the Administrator tick box needs to be checked. This will apply the appropriate permissions within the postal to allow this user to have the administrative privileges. Please see the Administrator Account section on page 3 within this document Selected: Is administrator Unselected: Regular user 6. To mark the account as active, the Is active tick box needs to be checked. This will mark the user account as enabled. When enabled the user will have access to the portal. This does not mean that the account has any services assigned to it. What this tick box is not checked, the account is disabled. When creating the account the default value is checked.

12 7. Under User Services, all the SKU s or Products will be listed. If a product is selected that requires the user to have a telephone number (DDI/DID), the Telephone Number field will appear, where the users HLE phone number will have to be entered. This number will be associated with the user s Lync account. 8. Finally, when clicking on the Submit button, the user account will be created. After this, the user profile will be displayed. The service that was assigned to the user will be in a Pending state for up to 5 minutes. After which it will be Completed, and the user will be able to access Lync services i.e. sign in to the Lync client, and use the features within the SKU/Product. Remove Existing Users Task 1. From the Users page, the user account can be modified by clicking on the Edit link. Views Additionally, within the user profile, it is also possible to follow the Edit link to modify the particular account. 2. At the bottom of the Edit page, the option to delete the user account is available. When this is clicked, the user account will be removed with all the corresponding user data. Please note: The account will still be available within the address list lookup until the address book recycle takes place. Please allow 24 Hours for this entry to be removed.

13 The editable User Detail section: First Name & Last Name Office Department Job Title Any reference for account Primary address o Additional addresses can be added o suffix can be chosen to any additional domains configured within HLE. Whether the user is Active (Ticked) Whether the user is an organization Administrator (Ticked) The editable User Services section contains the available products that can be assigned to the user. The Update Password section allows Administrators to reset or change the user s password.

14 Domain Management It is possible to have multiple domains configured within Cascade. This will allow organisations to assign services to users within multiple domain spaces. This would also facilitate cross domain address list sharing. This is due to the address book being generated on the organisation level, and not the domain level. The primary reason for this is for organisations with multiple domains could assign Lync services within the domain that the user already resides, and thereby allowing for single address communications, and Exchange integration. By default, when a new customer is set up within Cascade for the Hosted Lync Express services, there must be at least one domain configured. This section details the requirements for these domains, and how to set up a new domain within Cascade. Please note: This section details the requirements for setting up a domain for Cascade. The HLE Domain requirements however will be detailed later in the document as it has separate requirements. Domain Requirements Each domain that is configured within Cascade needs to be a public domain. For example, Please note: The domain refers to the portion of someone s address after symbol. A company may have an internal Active Directory domain called demo-suite.local o This is not a valid public domain and routing to and from this domain is not possible over the public internet. The same company will have a public domain configured called HLE.ds.ud-demo.com o This is a valid public domain, and routing is possible over the internet. o One of the primary purposes for having a public domain (Namespace) is for the organisation s services i.e. Microsoft Exchange. o An easy way to tell if this is available is to understand whether the users within the company have addresses that can send and receive communication from other organisations or public services like Gmail, Hotmail and similar. There may be multiple address in use by a company, and therefore it is required that the associated domains be configured in Cascade if these domain will have users designated to be enabled for HLE (Lync 2013) services. New Domain Setup For each public domain that will be used for the HLE services the following steps will need to be followed to add them to Cascade to facilitate service assignment Administrator: 1. Within the navigation list on the portal, click on Domains Views 2. This will show the existing domains that has been set up. The first domain will be the Primary Domain and cannot be removed until another domain has been specified as the primary domain.

15 3. Click Add new A list of the available services/sku s will be presented that will be added to the new domain. Enter the name of the new domain and click on Submit 4. It is required to confirm ownership of this new domain by creating a DNS CNAME record in that particular domain. This is to verify that the domain can be added by the registered owners. This CNAME record has a specific randomly generated name that will be used to authenticate the domain against Cascade. After this is completed, click on Confirm Ownership to complete the configuration of the new domain.

16 Microsoft Lync 2013 Services HLE or Hosted Lync Express is the global service wherein services like Lync 2013 is provisioned to users within organisations that share a common platform that is highly available. This section details to the customer administrator how to prepare maintain and troubleshoot the Lync 2013 services that their organisation is using within the HLE platform. Connecting to Hosted Lync Express Before the services can be used, the following section details the preparation that needs to be done. This consists of: Client Installation DNS configuration Secure connectivity Firewall Requirements Internet Proxy Filtering Configure Federation DNS Configuration Lync requires a few DNS records that are specific to each organisation. This is to facilitate 3 services. Automatic Client Configuration Open Federation Mobility Access Each of the above topics will be described later in this document. A U T O M A T I C C L I E N T C O N F I G U R A T I O N This allows the Lync client to automatically find the Lync services that are assigned to the user. This works by interrogating the organisation s public DNS zone s for a specific DNS SRV (service) Record. This service record will direct the client sign in request to the appropriate platform on the appropriate port for Signing into the services. The following SRV record will have to be set up in the organisation s DNS zones by the person/team within that organisation who manages this. Type Name Port Weight Priority Target SRV _sip._tls.<domain> Sip.ucc-world.com Internet user1@intercall.com HLE Figure 6: Client Service Discovery O P E N F E D E R A T I O N Open Federation is how organisations find each other in order to communication within the extremely versatile feature set of Lync. This is achieved by interrogating the parner organisation s DNS zone, wherein their Lync services reside, for a specific DNS SRV (service) Record. Example 1: User1@intercall.com wishes to federate with User1@contoso.com. User1 s Lync platform will look for a DNS SRV record in the partner s (Contoso.com) public DNS zone. Once it finds that record, User1 will be directed to the Lync Services for contoso.com.

17 This is an automatic mechanism and is also the only supported way of finding partner organisations within HLE. Example 2: If the Public DNS zone for intercall.com does not contain this DNS SRV record, will never be able to find the Lync services for And therefore the two organisations will not be able to communicate using Lync. The following SRV record will have to be set up in the organisation s DNS zones by the person/team within that organisation who manages this. Type Name Port Weight Priority Target SRV _sipfederationtls._tcp.<domain> Sip.ucc-world.com Internet user1@intercall.com user1@contoso.com Figure 7: Federated Partner Discovery M O B I L I T Y A C C E S S This feature allows mobile clients i.e. Android, IOS and Windows mobile to find the Lync 2013 services and allow for user registration/sign in. This is similar to the automatic Client Sign In, however specific to the Lync mobile clients. The DNS record that needs to be created is a CNAME record within the public DNS zone of the organisation by the Administrator. Type Name Target CNAME Lyncdiscover.<domain> ploldpws.ucc-world.com Internet ploldpws.ucc-world.com HLE Secure Connectivity Figure 8: Mobility discovery All connections to and from HLE is encrypted, and therefor secure. The encryption is achieved by SSL certificates, which all clients that connect to the HLE platform will need to trust before connections are successfully established. HLE utilizes publically issued certificates, which means that the majority of devices and operating systems already trust the certificates. This is due to the root certificate of the issuer of these public certificates is already present in the device s certificate store. There may be occasions where this root certificate is not installed for some reason, at which time the organisation s IT team will need to install/import the appropriate certificate to the affected endpoint. To verify that the correct certificates are installed, please make sure that the following certificate chain is intact and that the certificates are installed on the client machines:

18 Figure 9: Public Certificate Chain A secondary way to test this is to navigate to one of the HLE Public URL s in a web browser. If you are not prompted with an Untrusted warning, and you can see the Padlock icon next to the address bar, the certificate is trusted. Figure 10: Trusted secure connection indicator Installing the Root Certificate To ensure that these root certificates are installed it is possible to: Download them from here And install into the Root and Intermediate Certification stores on the computers as follows: Task 1. Open Certificate Snap in a. Click on Start and type MMC Detail 2. Click on File and select Add/remove Snapin

19 3. Select on Certificates and click on Add 4. In the Add wizard, select Computer Account and click next a. On the next screen click Finish b. Then OK 5. Expand the Certificates Tree and select trusted Root Certification Authorities 6. Right Click Certificates All tasks Import 7. In the Wizard, click Browse, and select the downloaded Digicert root certificate, and click Open 8. Finish the Wizard with all the subsequent defaults. OR

20 Install MS Certificate Update from here which should automatically populate the certificates into the correct stores. This MS Update will automatically populate the certificate store with all the MS approved public certificate authority s root certificates. There is no user intervention and no prompts that this is successful.

21 Firewall Requirements To Access the HLE services it is required that all clients can make outbound connections on TCP port 443 to the HLE platform. An easy way to know if this traffic is allowed to so browse to TCP 443 is a common port and the majority of organisations allow this already. The above mentioned is the basic requirements and the majority of the services operate on only TCP 443, or they fall back to TCP 443 if connections to the preferred ports are not possible. We recommend that the following ports be allowed for traffic from the Lync clients to the granular HLE destinations: Service IP Address Ports Client Sign in TCP Web Services TCP 443 Web Conferencing TCP Audio and Video TCP 443, UDP 3478, TCP 50,000-59, The large port range on the Audio and Video services are reserved ports for media, and will dynamically be allocated to media sessions. They are not statically open ports. And the media is fully encrypted. Internet Proxy Filtering It is recommended that all traffic to and from the Lync.exe process be either permitted, or for the traffic to bypass the proxy entirely. Client Installation There are multiple versions of the Lync client available detailed below: Client Comparison System Requirements D E S K T O P O R L A P T O P The clients are available for download below: Platform Link Windows here MAC OS here Note: The client activation keys will be provided to the customer administrator by the Service initiation team if applicable. After the client is downloaded, it can be installed as any other Windows or MAC application. On Microsoft Windows computers, the Legacy Lync 2010 and the new Lync 2013 client can co-exist. However, only one of which can run at a time. Furthermore, each user can have up to 8 devices signed into the same Lync account at any one point. Therefore, it is possible for example to have a desk phone, computer, MAC and mobile phone signed in at the same time. Communication can be started or received on any of the devices within its own set of compatible features. M O B I L I T Y C L I E N T The Lync 2013 mobile client can be downloaded from the device appropriate market place. Apple IOS Apple App Store/iTunes Android Google Play Store Windows Mobile Windows Market Place o Please note that the Lync 2013 mobility client is only supported on Windows Mobile 8 and above. Client Configuration The various Lync clients require certain aspects to be in place in order for it to sign in to the HLE Services. There are two ways of specifying the server addresses for client registration (sign In) 1. Manual configuration

22 2. Automatic Federation M A N U A L C O N F I G U R A T I O N For organisations who do not configure the DNS SRV record for Automatic Client Configuration, it is required that the clients are manually configured with the HLE service registration server address. This can be done via group policy, or instructions to the user on how to perform this. Here is what is required to be configured: Action 1. On the client sign in screen click on the options button, navigate to tools, and click on Options Views 2. Under the Personal section, click on the Advanced Button 3. Select Manual Configuration and specify the server address in the External server Name field. Sip.ucc-world.com: Click ok, and sign in on the Sign In screen. A U T O M A T I C C O N F I G U R A T I O N

23 Automatic Configuration is whereby the Lync 2013 client looks at the public DNS zone for either the Lyncdiscover.domain or the _Sip._tls,domain records to find the HLE services. When it finds the records, the client is dynamically redirected to the HLE services for registration (Sign In). This process is seemless and transoparent to the user, provided that the relevant DNS records are configured and the other pre-requisites are met in regards to Firewall rules etc. This configuration is the default configuration on any Lync client. To verify that this is the clients current set values, or to change from Manual Configuration to Automatic please see below: Action 5. On the client sign in screen click on the options button, navigate to tools, and click on Options Views 6. Under the Personal section, click on the Advanced Button 7. Select Automatic Configuration 8. Click ok, and sign in on the Sign In screen.

24 M O B I L E C L I E N T C O N F I G U R A T I O N Mobile clients register against the HLE services using the Lyncdiscover.domain CNAME record that is detailed in the document. Therefore, the user merely has to specify the sign in address, and the password for the Lync account and the mobile device will automatically find the service and sign in. Figure 11: Lync Mobile client sign in screen MOB I L I T Y K N O W N I S S U E There is s known issue with Android devices when using on a Multi-Tenanted environment. The issue is where the automatic discover via the DNS record does not work, and therefore it is required to manually enter the service address in the clients Internal and External Discover Address fields. This is the process: Action 1. On an android device, click the Show Advanced Options text Views

25 2. Leave the User Name blank 3. Enter the following address in the Internal and External Discovery address fields: 4. Once this is entered, scroll down to the bottom of the screen and click on Sign In

26 5. The client will then sign in and guide the user through the initial configuration. Configure Federation Following the DNS requirements earlier in this guide, it is not possible for the HLE organisation to find other organisatins who have their Federation DNS entry configured. That external organisation will have two options in regards to setting up federation to find the HLE organisation. 1. Direct Federation a. Where a single organisation is configured to federate with 2. Open Federation a. Where all HLE organisations are available to federate b. True Open federation D I R E C T F E D E R A T I O N Static federation is where the partner organisation adds static entries for the HLE organisation in order for them to be found over the internet. This is not applicable to be performed on the HLE platform, as it s a requirement for the partner/external organisation to have their Federation SRV record configured in order to be found. For example: If Company A has On premise Lync and wishes to federate with Company B,C and D on HLE, it is required for Company A to add the Allowed Domain details to their platform for each of the HLE organisatins to allow multi company federation to occur. The detail required for the Partner Organisation to apply is as follows: This configuration is information is as follows: Attribute Domain Server Address/FQDN Value <this is the SIP domain registered on HLE> for example: Intercallemea.com SIP.UCC-WORLD.COM

27 On the partner organisation s Lync platform they need to add a new allowed domain in the Lync control panel as follows: Task 1. On the Lync Control Panel, select External User Access on the left panel. Detail 2. Click on the Federated Domains tab across the top of the page. 3. Click on New and select Allowed Domain 4. Add the with HLE customer Details D I R E C T F E D E R A T I O N Open or automatic federation is whereby Lync platforms find each other automatically based on the DNS SRV records configured on both parties public DNS zones. It is not required to add an allowed domain entry for each organisation, with whom the external/partner organisation wished to federate with. It is however required to confige a Hosted Provider within the external/partner s Lync platform. This is a once-off configuration, and will allow federation to occur with any of the HLE hosted organisations. For example: If Company A has On premise Lync and wishes to federate with Company B,C and D on HLE, it is only required for Company A to add the Hosted provider details to their platform to allow this multi company federation to occur. This configuration to apply to the partner organisations platform is as follows: Task 1. Within the Lync Control panel, select External User Access Detail

28 2. Click on the Provider tab across the top bar Click on New and select Hosted Provider 3. Make sure Enable communication with this provider is ticked 4. In the Provider name field type an appropriate name i.e. Hosted Lync Express 5. In the Access Edge (FQDN) field, enter sip.uccworld.com 6. Select the Verification level of Allow communications only with users verified by this provider 7. Click on commit. 8. Alternatively, it is possible to add the following command into the Lync Management Shell. Result: Copy or enter the following line into Lync management shell exactly as is: New-CsHostingProvider -Identity Hosted Lync Express - ProxyFqdn "sip.ucc-world.com" -VerificationLevel UseSourceVerification -Enabled $True - EnabledSharedAddressSpace $False -HostsOCSUsers $False -IsLocal $False

29 Troubleshooting On occasion, it may be required to troubleshoot the client, connectivity and services The following sections detail how to troubleshoot: 1. Client Connectivity 2. Network Connectivity 3. Client side log capturing Client Connectivity The Lync 2013 client is pretty straight forward in regards to getting it installed and allowing the user to sign in. Provided that the pre-requisites are in place, it should all be a seamless experience to the user. The following Client related connectivity topics are applicable in the event of any problematic instances: Client Configuration Client Authentication Exchange Web Services Integration Client Configuration This section details the various Lync 2013 client configuration settings that could prohibit certain aspects of the services. S E R V E R A D D R E S S S E T T I N G S The Lync 2013 client connects to the servers that offer the services in 2 ways. Automatically o This is by means of the DNS SRV record created as part of the service requirements Manually o This is where the DNS records are ignored, and the server address is manually specified Administrator: 1. Go to the options Menu by clicking on the Settings Icon Tools Options Views 2. Within the Lync client s options menu, select Personal and then click on the Advanced button on the right. 3. If the DNS SRV record is configured, make sure that Automatic Configuration is selected. --ELSE If DNS record is not available, specify server address manually by selecting Manual Configuration and specifying the following FQDN Sip.ucc-world.com:443

30 4. Click ok and try to sign in A U D I O A N D V I D E O D E V I C E C O N F I G U R A T I O N For audio and video services, the user will have to have a compatible video and sound device configured and available within Lync. To verify this, please follow the below steps Audio Administrator: 1. Go to the options Menu by clicking on the Settings Icon Tools Options Views 2. Within the Lync client s options menu, select Audio Device Here, any available audio devices will be listed. It is possible to select the desired device, and then test the speaker, microphone and the notification ringer. 3. It is also possible to test the audio quality by clicking on Check Quality. This will allow the user to connect to a voice service that will play a short recorded message back to the user to gauge the device in both speaker quality and microphone quality

31 4. When all the settings are configured, click on ok to commit the configuration. 5. There is also a Quick Setting menu on the front end of the client,at the bottom edge of the window, to select and test audio devices. Video Administrator: 1. Go to the options Menu by clicking on the Settings Icon Tools Options Views

32 2. Within the Lync client s options menu, select Video Device Here, any available video devices will be listed. The user will be presented with a preview on the currently selected video device to indicate whether it is working. 3. When all the settings are configured, click on ok to commit the configuration. Client Authentication The Lync 2013 client allows the user to authenticate by means of a SIP Address and a password. This information is that of the Cascade management portal, and the user can administer their password from there. When the Lync client is initially opened, it will ask for these details.

33 Figure 12: Initial Logon At this point the client will allow the user to sign into the service. During this sign in process, in-band configuration information is provided to the client. This information includes aspects like: Services URL s o For address book download/interrogation o Services like Group Chat Services available to the user logon o Outlined by the product SKU s assigned to the user account i.e, Enterprise Voice, Group Chat Additional service FQDN s (Addresses) o Web Conferencing o Audio Video o Meeting Content Personal Authentication Certificate o Used to authenticate the user for a period of 6 months without having to specify a password User s Contact List o Contacts, both internal to the organisation and federated o This is not the address book, but rather a personal list of contacts One of the ways to assist with sign in issues is to select the Delete My sign in Info on the login screen. This will delete all cached passwords and the authentication certificate in the personal certificate store.

34 Figure 13: Delete sign in information Exchange Web Services Integration The majority of organisations have Microsoft Exchange deployed within their organisation for the corporate facilities. When deployed with Exchange Web Services (EWS) properly configured, the Lync client can automatically locate the MS Exchange environment and leverage certain features of it to enrich the Lync 2013 experience. For Lync 2013 to discover EWS it is required to have a DNS CNAME record in place pointing to the public FQDN of the organisation s Exchange services. For Example: Type Name Target CNAME autodiscover.<domain> Webmail.intercall.com Note: The above assumes that EWS has been deployed as per Microsoft s best practices. Network Troubleshooting Network connectivity is crucial to the users and client to be able to access the HLE services. This section details how to apply some basic client side network troubleshooting, which Includes: DNS Firewall DNS Troubleshooting To verify that the DNS records that are configured are correctly set up, it is possible to perform the following from the client machine within a command prompt: A U T O M A T I C C L I E N T C O N F I G U R A T I O N R E C O R D Description: Views

35 1. Open a command prompt 2. To confirm DNS SRV records, the NSLOOKUP command will be used. Type: Set type=srv Sets the type of record to test <return> Server Sets the public server to interrogate <return> _Sip._tls.hle.ds.ud-demo.com Specify record to find with customer domain <return> 3. The result should be: Svr Hostname: sip.ucc-world.com Port: 443 O P E N F E D E R A T R I O N R E C ORD Description: Views 1. Open a command prompt 2. To confirm DNS SRV records, the NSLOOKUP command will be used. Type: Set type=srv Sets the type of record to test <return> Server Sets the public server to interrogate <return> _Sipfederationtls._tcp.hle.ds.uddemo.com Specify record to find with customer domain <return> 3. The result should be: Svr Hostname: sip.ucc-world.com Port: 5061 M O B I L I T Y R E C O R D Description: Views

36 1. Open a command prompt 2. To confirm DNS SRV records, the NSLOOKUP command will be used. Type: Set type=cname Sets the type of record to test <return> Server Sets the public server to interrogate <return> Lyncdiscover.hle.ds.ud-demo.com Specify record to find with customer domain <return> 3. The result should be: Lyncdiscover.<domain> = sloldpws.st.ucc-world.com

37 Appendix A Key Terms to Understand The following details briefly certain aspects that will need to be understood regarding The HLE Service Multi Tenancy The HLE platform is a multi-tenanted Lync 2013 environment where multiple organisations share common infrastructure. This infrastructure is designed to be highly available, high performance and robust in regards to the services that are available to the organisatios and their respective users. Logically however, that is where the sharing stops. Each orginisation has their own environment carved out on the platform, with no access or visibility of other organisations or their users. For example, the organisation has their own Domain, Services, users, policies and global address list. This portion of the document details exactly how to configure the seamless usage of the platform that is dedicated to each organisation. Remote User Access This refers to users that connect to the Lync 2013 service from outside the local network where the Lync 2013 services are deployed within. Specifically without VPN or directory integration. All HLE Customers are Remote Users. Federation Federation refers to the secure communication that occurs between one Lync platform and another Lync platform. Typically this is when one organisation has Lync or OCS deployed, and have full IP communication with another company which includes: VoIP Web Conferencing Video Conferencing Real Time Presence Instant Messaging PIC or Public Instant Messaging Federation refers to the ability to share limited communications with public providers like: Google Talk Yahoo Messenger AOL Messenger Skype Enterprise Voice Enterprise Voice refers to the ability to make and receive PSTN (Publically switched telephone network) calls from the Lync client. For example, calling someone s mobile phone from the Lync client on a windows Computer.