Microsoft Lync Enterprise Voice Applications and Features UpdatesOctober 2013Microsoft Corporation10/28/20131Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Response Group ApplicationUnassigned Numbers ServiceCall Park and Group Call PickupCall forwarding and Simultaneous Ring Authorization Agenda210/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.2Tech Ready 15Lync Voice Applications Update

10/28/20133Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Lync Call Handling ServicesUnassigned Numbers ServicePrompt playback and transfer capability for unassigned numbersResponse GroupCall queuing, treatment, and routing for departmentsGroup Call PickupUsers in a group can retrieve calls presented to another userCall ParkAsynchronously transfer of a call between users, endpoints, or both

Lync Call-Handling Services410/28/20134Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Response Group Application10/28/20135Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Basic Automatic Call Distribution (ACD) functionalityScenarios include Receptionist, Helpdesk, and Departmental call routingCall treatment, queuing, and routingRecorded messages, interactive voice response (IVR), music on hold, anonymous outbound calling, business hours/holidaysFlexible routing with integrated presence serial, parallel, longest availableFormal and informal agents formal agents sign into Response Group applicationRole-based administration with manager functionalityNot intended as a contact center replacementLimited management capabilities. No real-time views, monitoring/barge-in/whisper, agent reportingLimited integration. No database dips, programmability, skills matching, weighted routingResponse Group Service6TechReady 17 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.10/28/20136Response Group Service - ArchitectureResponse Group ServiceInstalled with Enterprise Voice, licensed with Lync Plus CAL.Server side media application that runs on all Front End (FE) Servers along with web-based administration.Call detail records and reporting.

ResiliencyPool. Each Front End Server runs a matchmaker service with one active; uses SQL mirroring.Data center. Enabled with paired pools with RGS cmdlets supporting manual failover and failback process.

Per Enterprise Edition pool (8 FEs) Per Standard Edition server Incoming calls per second162Concurrent calls to IVR or MoH48060Concurrent anonymous sessions224 (64 with IM)28 (8 with IM)Active agents (formal & informal)1200Number of hunt groups400 (200 with speech recognition)710/28/20137Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Response Group Building BlocksWorkflowGroupQueueAgent810/28/20138Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Response Group Service - ArchitectureQueueHolds the caller until an agent answers the call.Associated with one or more agent groups.

WorkflowDefines call behavior from entry into RGS until answered by an agent.Associated with one or more queues.

Agent GroupSpecifies set of users designated as agents. When a caller is in queue, RGS looks for an available user in the group.Huntgroup or IVR groupSIP address and phone numberBusiness hours and holidaysWelcome messageMusic on holdSpeech recognition 26 supported languages Queue overflow - Maximum number of callers to wait in the queue.Queue timeout - Maximum time for a caller to wait in the queue.

Agent routing methodSet of users defined as agentsAgent alert time - Time to offer a call to an agent before moving to the next one.910/28/20139Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.RGS is great for a phase twoMake sure basic knowledge worker scenario is configured and functioning properly.Call center rollout can be more labor intensive / support intensive.Take advantage of this robust capabilityManager features scale out administration duties.26 languages available by default with integrated speech recognition.Make sure that RGS capabilities meet the needsUnderstand the existing call center requirements in terms of routing, scale, and capabilities.Mock up a test workflow configuration and test functionality as necessary before migrating.A Lync Call Center partner solution may be needed for advanced requirements.http://technet.microsoft.com/en-us/lync/hh972602

Response Group Service - Planning1010/28/201310Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.In Lync Server 2013, a Response Group Administrator can delegate the management of response groups to a Response Group Manager.The Manager role improves the scalability of a response group deployment by decentralizing the management of response groups.The scope of a Response Group Manager is at a workflow level.Managers cannot see or modify response groups for which they are not a manager. Response Group ApplicationManager role11Response Group Application Manager roleCapabilities of the Manager role:Add and remove agents from agent groupsModify specific properties of the response group workflow, including:Business hoursHolidaysWelcome messageInteractive Voice Response (IVR) structureManage the response groupassociated queues and agent groupsDelegate management rights to other managersManagers can manage a response group using existing Lync tools, such as: Lync Server Control PanelResponse Group Web Configuration ToolLync Server Management Shell

12Response Group ApplicationManaged and unmanaged response groupsManagedUnmanagedManagementManaged by a Response Group Administrator or ManagerManaged only by a Response Group AdministratorDelegationManaged by a Response Group Administrator or ManagerDelegation not supportedSharingCannot share the response group queues or agent groups with any other response groupCan share queues and agent groups with other unmanaged response groupsVisibilityVisible to the Response Group ManagerVisible to the administratorNot visible to other ManagersVisible only to the Response Group AdministratorNot visible to any manager13Administrator(s)Manager 2

Manager 1Response Group ApplicationManaged and unmanaged response groupsWorkflowUnmanagedQueueAgent GroupWorkflowUnmanagedQueueAgent GroupWorkflowManagedQueueAgent GroupManager 2WorkflowManagedQueueAgent GroupQueueAgent GroupManager 114Unassigned Numbers Service

10/28/201315Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Call treatment for numbers unassigned to usersEntire DID number ranges can be entered or unique numbers. Treatment configured for a given range or entryplay a prompt or transfer to Exchange.Incoming calls that dont match a user or an outgoing route are routed to the unassigned number table.Can be used to block outgoing numbers for everyoneDifferent announcements can be uploaded.

Planning considerationsOverlapping entries are matched from top down.Unique DID number entries needs to be above any inclusive range.

Unassigned Numbers Service1610/28/201316Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Call Park and Group Call Pickup

10/28/201317Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Both features are built on the same serviceOrbit range - globally unique numbers allocated for parking calls, can start with * and #.Specific number ranges assigned to pools.No call retrieval authentication - any user or integrated PBX phone can retrieve a call.Call ParkUser dials an extension to retrieve the call after it has been parkedUsers are enabled via voice policy and allowed to park calls.Group Call PickupUser dials an extension to retrieve the call while ringingOrbits can be flagged for Group Call Pickup - Users are enabled by being assigned an orbit number.Private Line, Delegation, Teamcall, Simulring, RGS, and Personal Contact calls not allowed to be picked up.Call Park and Group Call Pickup1810/28/201318Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.OrbitsFind unique internal extensions DIDs are not supported.Allocate orbit ranges to pools in a logical manner provide overhead for Group Call Pickup uptake.ClientsCall Park: 2010 and beyond to park; common area phones and PBX phones can retrieve.Group Call Pickup: 2010 and higher to pick up; mobile, analog phones, and PBX phones not supported.AdministrationConfigure Call Park behavior specifically fallback behavior on sites.SEFAUtil tool is needed for Group Call Pickup user configuration.Call Park and Group Call Pickup - Planning1910/28/201319Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Call Forwarding and Simultaneous Ring Authorization10/28/201320Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Lync Server 2010: An administrator can enable or disable call forwarding and simultaneous ringing through the user voice policy.Lync Server 2013: Enabled call controls to introduce a flexible call-authorization mechanism for forwarding and simultaneous ringing calls.By using this feature, an organization can restrict calls forwarded by users or through simultaneous ringing to:Local numbers only, to aid in cost controlInternal Lync users only, for security policiesAny custom authorization rule set up by the administratorCall Forwarding and Simultaneous Ring AuthorizationOverview21Voice policy usagesAn administrator can associate a set of PSTN usages to specify this call authorization to a voice policy.Call authorization types:Voice policy PSTN usagesRestrict to Lync users onlyCustom set of PSTN usages

The same call authorization applies to call forwarding and simultaneous ring.Call Forwarding and Simultaneous Ring AuthorizationPSTN usages

Local InternationalVoice policy

RedmondCall Forwarding/Simultaneous Ring typeInternal onlyCustom usagesPSTN usagesCustom usageEnforce the voice policydefined PSTN usagesSet-CsVoicePolicy ContosoUserPolicy CallForwardingSimulRingUsageType VoicePolicyUsage

Lync Server Management ShellEnforce a custom set of PSTN usages to authorize only local numbersSet-CsVoicePolicy ContosoUserPolicy CallForwardingSimulRingUsageType CustomUsage CustomCallForwardingSimulRingUsage @{add=Local}

New CallForwardingSimulRingUsageType & CustomCallForwardingSimulRingUsage properties in CsVoicePolicy... or by using the Lync Server Control Panel Call Forwarding and Simultaneous Ring AuthorizationConfiguration23

Questions?

AppendixLync Voice Interoperability

10/28/201328Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Lync users are enabled for Enterprise Voice and retain their direct inward dialing (DID) number.Enterprise Voice users retain IP-PBX phone set and voicemail.Calls to the users DID number simultaneously ring Lync.Calling party ID is retained on outbound calls.Dial-in conferencing authentication (DID/PIN) experience is preserved.Click-to-call via the Lync contact card, missed call notification, or basic dialing always leaves Lync and rings the IP-PBX phone set.Presence of users IP phone is reflected in Lync (for example, in a call).Pure Lync users are available for test/pilot purposes.Lync Voice Interoperability

29Common RequirementsWe have invested in a competitors IP-PBX and handset already. However, we like what Lync has to offer in terms of mobility, softphone, and so on. How can we make the two platforms coexist?10/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.29Microsoft Consumer Channels and Central Marketing GroupChallengesWhat do I enter for LineURI?Who owns the DID number?Political issues with telecom team(s) around call control, ownership, and so on.

Common alternativesCustomize Address Book Server (ABS) phone number normalization based on EV vs. non-EV users.Give users a new DID number non-DID number, or a fake number.Leave the LineURI blank.Lync Voice Interoperability

30Lync users enabled for Enterprise Voice (EV)10/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.30Microsoft Consumer Channels and Central Marketing GroupChallengesRoaming or remote users lack voicemail visibility.Presence state of IP phone isnt reflected in Lync.Cant divert to voicemail from Lync.The value of our UC platform is diminished.

Common alternativesDiscussion about Remote Call Control (RCC).

Lync Voice Interoperability

31Enterprise Voice users retain their IP phone and voicemail10/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.31Microsoft Consumer Channels and Central Marketing GroupChallengesWhat number should the IP-PBX call?Voicemail diversion.Possible cost implications (for example, Avaya PCA license).Increased administrative effort (for example, Cisco remote destination profiles).All Sim Ring calls answered using the IP phone will generate a missed call notification email (should be disabled).Common alternativesSim Ring the Session Initiation Protocol (SIP) URI (IP-PBX).Lync Voice Interoperability32Calls to users DID number must simultaneously ring Lync10/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.32Microsoft Consumer Channels and Central Marketing GroupChallengesHow do I make the same phone number exist on two separate systems at the same time?

Common alternativesPerform extensive digit manipulation on gateway.Mask the LineURI with a DID number that points to an Exchange Auto Attendant.Lync Voice InteroperabilityCalling party ID retained on PSTN/PBX egress 3310/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.33Microsoft Consumer Channels and Central Marketing GroupChallengesUsers who set/reset their PIN receive a warning on the dial in page.We need a unique number across the enterprise.

Common alternativesSet LineURI to a 4-digit or 5-digit number.Leave out the ;ext= parameter.Lync Voice InteroperabilityPreserve dial-in conferencing authentication experience3410/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.34Microsoft Consumer Channels and Central Marketing GroupChallengesNormalization to E.164 format (recommended).Reverse Number Lookup (RNL) in Lync prevents PSTN/PBX routing.Need to retain caller ID, conferencing, and so on.

Common alternativesSet LineURI to a 4-digit or 5-digit number.Leave out the ;ext= parameter.Use ms-skip-rnl parameter.Lync Voice InteroperabilityClick to call and direct dial must leave Lync ALWAYS!3510/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.35Microsoft Consumer Channels and Central Marketing GroupSim Ring usersAgree on a Distance Steering Code (DSC) for Sim Ring to Lync.Create pool-based dial plans for inbound digestion of the DSC leaving the DID.LineURI = E.164 formatted DID excluding the plus sign (+).De-normalize caller ID (if necessary) on egress.

Lync only usersLineURI = E.164 formatted DID including the plus sign (+).Lync Voice InteroperabilityThe solutionDont mess with Address Book Normalization, fake DIDs, or alternate numbers3610/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.36Microsoft Consumer Channels and Central Marketing GroupLync Voice InteroperabilitySim Ring to Lync

3710/28/201337Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Lync Voice InteroperabilityPure Lync

3810/28/201338Microsoft Lync 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Lync users are enabled for Enterprise Voice and retain their direct inward dialing (DID) number.Enterprise Voice users retain IP-PBX phone set and voicemail.Calls to the users DID number simultaneously ring Lync.Calling party ID is retained on outbound calls.Dial-in conferencing authentication (DID/PIN) experience is preserved.Click-to-call via the Lync contact card, missed call notification, or basic dialing always leaves Lync and rings the IP-PBX phone set.Presence of users IP phone is reflected in Lync (for example, in a call).Pure Lync users are available for test/pilot purposes.Lync Voice InteroperabilityThe solution...requirements met!Remember.dont mess with Address Book Normalization, fake DIDs, or alternate numbers

3910/28/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.39Microsoft Consumer Channels and Central Marketing GroupResources

40 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.10/28/201341