Copyright 2015 Corporate Learning and Development, Worcestershire County Council. All rights reserved Lync Top Tips A technical and informative guide to using Microsoft Lync effectively and appropriately in the workplace
Contents Connecting to the Corporate Network... 1 Show the Menu Bar... 1 Add a Personal Greeting... 2 Let People Know Your Availability... 4 'Do Not Disturb'... 5 'Appear Away'... 7 Set Your Location... 8 Set up and Test Your Audio Devices... 10 Change The Appearance of Your Instant Messages (IM's)... 10 Add a Line Space in Your Instant Messages (IM's)... 11 Save Instant Messages (IM's)... 12 Show the 'IM Menu Bar'... 12 Save in Outlook... 13 Save as a Rich Text document... 13 View a Contact's Organisational Chart... 15 Enable Outlook Quick Contacts... 16 Tag Contacts for Status Change Alerts... 18 Avoid Background Noise... 20 Answer a Telephone Call with an Instant... 21 Message (IM)... 21 Recording Online Meetings... 21 Customise Your Voicemail Greetings... 22 Choose Which Voicemail Greeting Callers Will Hear When They Reach Your Voicemail... 23 Specify the Delay Before Calls Go to Voice Mail... 24 Appropriate Use of Lync... 26
Connecting to the Corporate Network Wherever possible use a wired LAN/Ethernet connection. Wi-Fi or mobile Broadband can be subject to low bandwidth, and this will affect your audio quality. Show the Menu Bar By default, MS Lync doesn't display the Menu Bar; instead you need to enable this 1. From the main Lync window, select the 'Options menu' 2. Click 'Show Menu Bar' 1 2 The 'Menu Bar' appears towards the top of the main Lync window With a single mouse click you will now be able to start an unscheduled conference call or online meeting using the 'Meet Now' command - find out more. 1
Add a Personal Greeting 1. From the main Lync window, click in the 'What's happening today?' free text field 2. Type your personal greeting or copy (Ctrl + C) and paste (Ctrl + V) a hyperlink such as a website address into this field 3. Press 'Enter' 1 3 Your greeting will be visible to anyone within the organisation searching for your contact details in MS Lync and will remain so until you delete/replace it. As such, your greeting should be professional and appropriate to the workplace environment. Your personal greeting will also be visible in Outlook. 2
1. With an email open, move your mouse over a contact in the To, Cc or From field 2. The 'Contact Card' will be displayed revealing any personal greetings 2 You can click an icon on the 'Action Bar' to initiate communication with the contact Click the 'View more options ' icon for additional options for communicating with this contact 'Pin' (and 'unpin') the 'Contact Card' to keep it visible for ease of use. Pin Action Bar Email Instant Message Call More options 3
Let People Know Your Availability Your 'presence indicator' provides your colleagues with a real-time understanding of your availability. Presence Indicator Lync updates your presence status based on your activity or Outlook calendar. The table below describes each 'presence state': Presence Status Description Available Busy In a call In a meeting You are online and available to contact You are busy working and therefore don't wish to be interrupted Lync sets this status automatically when you're participating in a Lync call Lync sets this status automatically when you're participating in a Lync online meeting or when your Outlook Calendar indicates that you are due to be in a meeting In a conference call Lync sets this status automatically when you're participating in a Lync conference call Do Not Disturb You don t wish to be disturbed at all Be Right Back You are stepping away from the computer for a few moments Away Your computer has been idle for a period of time (15 minutes by default). Off Work You are not working and are not available to contact Appear Away It is not appropriate to manually set this status as Lync will show you are away when your computer has been idle for a period of time Offline You are not signed in; Lync sets this status automatically when you log off your machine. This option removes your availability and contactability online and it is expected that you will remain signed in whilst at work, to avoid calls going direct to voicemail or to a colleagues/s if call forwarding settings are enabled. Unknown Your presence is not known 4
You can manually change your status 1. Click the drop-down arrow and choose an option from the list. Please note that this will supersede any change of status that would occur based on your Outlook calendar. 2. Your presence status will remain unaltered until you manually select 'Reset Status' and let Lync update your status for you based on your activity or Outlook calendar 1 2 'Do Not Disturb' Please remember that this option significantly reduces your availability and contactability online and is only expected to be used in very limited circumstances. Below are a few things to consider before setting your status to 'Do Not Disturb': You will still be able to instant message contacts and make calls, but, by default, contacts cannot instant message or call you unless you initiate contact. If someone attempts to send you an Instant Message, they will receive a warning pop-up, if they select OK and attempt to send the message anyway, they will receive the following message: "This message was not delivered to <your name> because this person does not want to be disturbed". If someone attempts to call you, calls will go directly to your voice mail, or, if you have specified a call forwarding destination in your Lync 'Call Forwarding' settings, the call will be forwarded to that number or person. 5
If you initiate an IM, and the participant inadvertently closes the IM Message window, they will be unable to reply until you re-initiate the conversation. There are a few exceptions: If a contact was chatting with you prior to you setting your status to 'Do Not Disturb' and they still have an instant message (IM) window open, you will continue to receive their messages until one of you closes the IM window. Any contacts that you have manually assigned the 'Workgroup' privacy relationship to can interrupt your 'Do Not Disturb status', meaning that you will still receive their IM's. If you have changed the default alert settings in Lync from 'Do not display alerts' when my status is 'Do Not Disturb'. It is useful to set your status to 'Do Not Disturb' when presenting information or attending meetings or training, to avoid interruptions from instant message and call alerts. Did you know that 'Desktop Alerts' and associated sounds for new Outlook items such as; email messages, meeting requests and task requests can also be turned on and off? Again, this can be useful when delivering presentations to avoid any private information being viewed by your audience: 1. With Outlook open, click the 'File' tab 2. Select 'Options' 3. Select 'Mail' 4. Scroll to 'Message Arrival' 5. Clear or select the 'Play a sound' and/or 'Display a Desktop Alert' check box 6. Choose 'OK' to save your settings. 6
You can also turn reminders and associated sounds on and off 1. With Outlook open, click the 'File' tab 2. Select 'Options' 3. Select 'Advanced' 4. Scroll to 'Reminders' 5. Clear or select the 'Show reminders' and/or 'Play reminder sound:' check boxes 6. Choose 'OK' to save your settings. 'Appear Away' It is not considered WCC best practice to manually select this status if you are at your workstation working, in which case 'Available', 'Busy' or 'Do Not Disturb' would be more appropriate. You will automatically appear away if your computer has been idle for a period of time (15 minutes by default). 7
Set Your Location Lync should display your location automatically, if it detects your location it will be displayed in the 'Set Your Location' field 1. If your location doesn't appear, click in the 'Set Your Location' field and type your location 2. Press 'Enter' 3. Your location will appear 3 4. You will start to build a custom list of locations You may find it useful to create a 'Home' or 'Offsite' custom location. By keeping your presence state and your location up to date, you will help people to determine what kind of communication might be best at the time. 8
Customise Display Options You can change the way that Lync displays your contacts. 1. From the main Lync window, click the 'Display Options' button to switch between displaying one or two lines of text per contact 2. For further options, click the down arrow beside the 'Display Options' button to display the 'Layout Options Menu' 1 2 Display contacts by 'Name View' to show their presence state and name or by 'Picture View' to show presence state, staff photo and name e.g. 'Available', 'Offline 7 days', 'In a meeting' Display contacts by name rather than email address Display contacts alphabetically by last name, or by availability (presence state) Display or hide the Frequent Contacts group 9
Set up and Test Your Audio Devices Jabra SPEAK conference units are available in meeting rooms at County Hall and Wildwood, so attendees sitting in the room will be able to participate without the need for individual laptops and headsets. WCC guidance on using a Jabra Speak Conference unit Jabra.coms's safety information (see section on wireless and corded speakers) When setting up an online meeting, advise internal meeting attendees joining remotely to check their Lync Audio Device Settings prior to the meeting to avoid any issues whilst joining the meeting! Change The Appearance of Your Instant Messages (IM's) You can change the font style, size and colour of your IM's, to do this 1. From the main Lync window, click the 'Tools' menu 2. Click 'Options' 1 2 3. From the 'Lync - Options' dialogue box, select the 'General' tab 10
4. Click the 'Change Font ' button 5. In the 'Change Font' settings dialogue box, adjust your settings 6. Click 'OK' to save the changes. 6 When composing an IM, the following keyboard shortcuts will allow you to alter the appearance of selected text Ctrl + A Ctrl + B Ctrl + I Ctrl + T Ctrl + U Ctrl + ] Ctrl + [ Select all content Make text bold Italicize text Strikethrough Underline Increase font size Decrease font size Add a Line Space in Your Instant Messages (IM's) Pressing the 'Enter' key will send your IM. To add a carriage return and start a new line without sending your IM (see example below), press 'Shift + Enter' 11
Save Instant Messages (IM's) Lync IM's are not saved automatically, so if you close the Lync Instant Message window and haven't saved your conversation, you can't get it back. It is possible to save IM's in Outlook or as a Rich Text (unformatted) Word document. Lync is a business tool and in terms of content sharing and Instant Messages, you should not share anything that you wouldn't currently share responsibly via email with internal or 3 rd party colleagues. Unsaved IM's do not leave a footprint and therefore can't be retrieved in response to requests for information under legislation governing Freedom of Information, Environmental Information or Data Protection. Show the 'IM Menu Bar' By default, MS Lync doesn't display the IM menu bar; instead you need to enable this 1. With your IM open, select the 'More options' drop-down list - >> (circled below) 2. Click 'Show Menu Bar' 2 The 'Menu Bar' is displayed (you only need to follow this process once) 3 12
Save in Outlook 1. From the Menu Bar, click 'File' 2. Select 'Save IM in Outlook' ('Ctrl + S') The following message will be displayed in the Instant Message window "This conversation is saved in the Conversations tab in Lync and in the Conversation History folder in Outlook". Please note, the other party or parties in the case of a group IM conversation, will not receive notification that you have saved the IM conversation, nor will a copy automatically be saved in their 'Conversation History Folder'. Likewise, you will not be notified if the other party saves an IM conversation. If saving IM's in Outlook, please remember to include your 'Conversation History folder' in your Outlook housekeeping routine, as saved messages will contribute to your mailbox size. Save as a Rich Text document 1. From the Menu Bar, click 'File' 2. Select 'Save IM As ' ('F12') 3. Click 'OK' 13
4. Name the document and save it appropriately to your team's corporate file plan in your U:\ drive, or, if the data is personal to you to the P:\ drive where it will be backed up and remain secure. Data files (anything from a Word document, PowerPoint presentation, Excel spreadsheet,.pdf etc.) should not be stored on the Desktop, C:\ drive, or Documents area of your machine. Why? Anything stored in these areas is not backed up, and therefore won't be accessible if your machine is replaced. You also risk losing this data should your machine crash. Lastly, please be aware that saved IM's in either format could be admissible in response to requests for information under legislation governing Freedom of Information, Environmental Information or Data Protection. Your messages may be saved by another party without your knowledge or permission. Use of Lync is also subject to the WCC Acceptable Use Policy. You should keep this in mind when composing messages and ensure that your choice of subject matter and language is appropriate at all times. 14
View a Contact's Organisational Chart 1. With the Contact Card displayed, click the down arrow to expand the contact card 2. Select the 'Organization' tab 1 Pin Action Bar Email Call 2 Instant Message View More Options 2 If you move your mouse over the contact's colleagues or manager (in the example above "Rose Hannant"), it will reveal their contact card and you can initiate communication with them by email, IM or phone. 15
Enable Outlook Quick Contacts As Lync is integrated with Outlook, you can view your Lync contact groups from within Outlook, providing you with a quick and efficient way to start conversations without the need to go into Lync. 1. In the main Outlook window, enable the 'To-Do Bar' (if it is not already visible). From the 'View' tab, in the 'Layout' group, select 'To-Do Bar' and click 'Normal' 2. Next select 'Quick Contacts' 3. Click 'Options ' and clear or check the 'Show contact photo' check box dependent on whether you want to show contact photos 16
4. Your Lync contact groups and associated contacts will appear at the bottom of the Outlook 'To-Do Bar'. You can increase or decrease the width of this section, to do this, hover over the resize bar until the cursor changes to, hold down the left mouse button and drag the resize bar left or right. 4 5. Hover your mouse over a contact to reveal the Lync 'Contact Card' 17
Tag Contacts for Status Change Alerts If you need to connect with a particular contact and they appear busy, you can set an alert to notify you as soon as they become available. You can 'Tag' a contact for 'status change alerts' and Lync will alert you in the lower-right corner of your screen when the selected contact becomes available. Method 1 1. With the contact card displayed, click the 'View more options for interacting with this person' drop-down list 2. Click 'Tag for Status Change Alerts'. 1 18
Method 2 1. With the contact selected, right-click to reveal a drop-down list of options 2. Click 'Tag for Status Change Alerts'. 2 Please note: By default, you will not receive status alerts for tagged contacts whilst your status is set to 'Do Not Disturb' Lync will only let you 'tag' a contact if you add them to your Contacts list. When you click 'Tag for Status Change Alerts', Lync will prompt you to do this and the following message will appear 19
If you choose 'OK', the contact will be saved to your 'Other Contacts' group If you choose 'Cancel' the contact will not be 'tagged' If you check the box that reads 'Do not show this message again' and click OK, the contact will be 'tagged' and any other unsaved contacts that you 'tag' will automatically be saved in your 'Other Contacts' group. You can move the contact into any other contact groups you may have set up. Once you've been in touch with the individual, remember to 'Untag' them otherwise you will continue to receive alerts each time the contact becomes available. To do this: Choose the 'Untag' option in the pop-up message Search for a contact, right-click the record and click ' Tag for Status Change Alerts' From the contact's Contact Card, select the 'View more options for interacting with this person' drop-down list and click ' Tag for Status Change Alerts' Avoid Background Noise Whilst on a call, mute your microphone when you are not speaking to reduce background noise if you are working in a noisy environment. If you have been set up as a 'presenter', you will have the ability to manage the online meeting environment and you can mute and unmute individuals or all participants' microphones as and when required to eliminate any background noise. The 'meeting organizer' will automatically have presenter privileges. For more information see the Lync 2010 Online Meetings guide. 20
Answer a Telephone Call with an Instant Message (IM) It isn't always convenient to accept a call, even though you want to talk to the caller. Perhaps you are in an impromptu meeting with a colleague. If you let the phone ring, the call will go to voice mail or to a colleague if you have call forwarding switched on. You can answer a call with an instant message, perhaps to advise the caller that you'll call them back or that you will be available later on. 1. In the incoming call alert, click 'Redirect' 2. Click 'Reply with Instant Message' 3. Type your message, and press 'Enter' to send. 2 1 Recording Online Meetings Before recording a Lync meeting, you will need to consider whether it is appropriate for you to do so. This is a decision that will need to be made on a case by case basis as it is dependent on the actual meeting, or series of meetings, being held, including the subject of the meeting, and the participants involved, and the purpose of recording. The decision to record or not therefore rests with the Chair of the meeting, under the same principle that the Chair approves minutes of meetings for distribution to participants. Bear in mind that any recording may need to be disclosed under the Freedom of Information or Data Protection Acts. If recordings are shared with participants from other organisations then they may also be required to disclose the recording under this legislation. As a meeting Chair, it is essential that you read and act on the WCC guidance on recording Lync meetings if you intend to use this functionality. 21
Customise Your Voicemail Greetings 1. From the main Lync window, click the 'Phone' icon 2. Below the dial pad, click the 'Display voice mail options' button and then select 'Change Greetings' from the drop-down list of options. 1 2 3. Follow the voice prompts to play and record your 'personal greeting' and/or your 'greeting for when you're away'. Click to display the dial pad (circled) and click on the numbers to select menu options and press the * key to exit the Voice Mail menu. 22
If you have a planned absence, it is best practice to turn off call forwarding (to a colleague or number), and to set your unanswered calls to go to your voicemail. In the same way that your Outlook 'Out of Office Assistant' does, your greeting should direct callers to another person or number if the matter is urgent. Therefore, please note: The content of your voicemail message should follow your team or service protocols, or in the absence of these should include the following information: Your name, job title, team or service When you will be back in the office Alternative contact information for urgent issues. Choose Which Voicemail Greeting Callers Will Hear When They Reach Your Voicemail 1. In Outlook, select the 'File' tab 2. Select 'Manage Voice Mail' 2 23
3. In the 'Greetings' section, you can choose which greeting callers will hear when they reach your voicemail i.e. your 'personal greeting' or your greeting for 'when you're away'. 4. In the top right corner of the Microsoft Outlook Web App screen, click 'sign out' 5. Click 'Close Window' 6. In the 'Windows Internet Explorer' dialog box, click 'Yes' to close the window. Specify the Delay Before Calls Go to Voice Mail 1. Select 'Call Forwarding Settings' by either of the methods show below 24
2. Click the 'Unanswered calls will go to:' link (see below) 3. From the 'Send unanswered calls to the following:' drop-down list, choose 'Voice Mail' 4. From the drop-down list, you can specify how many seconds should pass before an unanswered call is re-directed to Voice Mail (the default setting is 20 seconds) 5. Click 'OK' in the 'Call Forwarding - Unanswered Calls' dialog box (see above) 6. Click 'OK' in the 'Lync - Options' dialog box to save your settings. 25
Appropriate Use of Lync Managers are encouraged to discuss the appropriate use of Lync and all its functionality with their teams to ensure the system is used effectively and appropriately at all times. Cases of inappropriate usage should be addressed by managers as soon as they arise in accordance with usual policy and practice. 26